Paul Emmerson — email English 2nd Edition ia | ated social media RrranOCT| eRe Ls aw ~=C are expressions cane VENGY OBE)Macmillan Education 4 Crinan Street London NI 9XW A division of Macmillan Publishers Limited (Companies and representatives throughout the world ISBN 978-0-230-44855-1 ‘Text © Paul Emmerson 2013 Addltional material by Lindsay Clandfeld and Ellabeth C. Scheyder Design and illustration ® Macmillan Publishers Limited ‘The authors have asserted their rights o be identified asthe ‘authors ofthis work, under the Copyright, Design and Patents Act 1988. First published 2004 ‘This eition published 2013 All rights reserved no part ofthis publication may be reproduced, stored in a retrieval system, transmitted in any form, or by any means, electron, snecanial, photocopying, recording, or otherwise without the prior written permission ‘ofthe publishers.” : rol sn conceit Mean Graph Design Limited Design for this edition Jordan Publishing Design Limited Original cover design by. Andrei Oliver Conerphotowigph by Geity/Donyst Waters Author's acknowledgements 1 would tke to thas Ester Emmerson for her many valuable comments and suggestions. In addition 1 would like to thank the numerous people who responded tothe crowdsourcing experiment fo the social ‘media supplement. Many thanks to Cael Dowse for facilitating this on the BESIG website. [ead every comment carefully and incorporated a dozen or so new points in the final version. ‘These materials may concain links for thitd party websites, We have no control over, and are not responsible for, the contents of such third parry websites, Please use care when accessing them. Although we have tried to trace and contact copyright holders before publication, in some cases this has not been possible. Ifcontacted we will be pleased to rectify any etrors ‘or omissions at che esrliest opportunity. Printed and bound in Thailand 2018 2017 2016 2015 wse7é6 5438Contents To the student To the teacher Basics Language focus Style Professional Problems Reports and analysis Social media supplement Phrase bank Answer key Formal or informal? Key phrases Opening and closing Giving news ‘Advice and suggestions Invitations and directions Checking understanding Verb forms Sentence building Missing out words; abbreviations Common mistakes 1 Common mistakes 2 Punctuation and spelling Being brief and businesslike Being informal and friendly Being polite and diplomatic Information. Action Memos and shore messages Arranging a meeting Negotiating with external partners ‘Commercial: customer/supplier sequence ‘Commercial: inquiries and orders Commercial: discussing terms Commercial: asking for payment Job application ‘Complaints Apologies Reports: structure and key phrases Linking words and relative clauses Describing trends Explaining trends as 10 2 4 16 18 20 2 4 26 28 30 32 34 36 38 42 SEER 54 56 58 0 62 66 68 a 87 100To the student Who is this book for? Learners of English at intermediate or upper-intermediate level who want to write better ema bbe used by learners studying on their own, or with a teacher. Why should I buy this book? Emails are written quickly and no-one minds if you make mistakes. So why study them in a book? Well, it’s tue that an informal email doesn’t have to be in perfect English. But how do you get the tone right, so you sound friendly? And what about an email where you want to make a good impression? Or where you want to be more diplomatic than usual? Or an email in a professional/work context? It takes awareness and practice to write in a style that fits the situation, and Email English has many exercises to help you do this. Ifyou work through Email English you will be able to express yourself more clearly, you will create a good image, and your writing will be easier to understand. Other people will want to know you better, asa friend, colleague or business partner. How is the book organized? Email English consists of: @ Thirty-two units of language practice. These cover a wide range of topics, and include a great variety of exercise types (all the answers are at the back). + Apphrase bank. Use this asa reference when you write your own emails. A Social Media supplement. This has tips and techniques for writing online, using platforms such as Facebook, Linkedln, ete. Quick tips for writing effective emails ‘Here are some tips for writing good emails: © Use a ‘subject line’ that summarizes the content of the message. You want people to find your email easily in their folders later. So From John’ is not a good subject line. ‘¢ Use short, simple sentences, The most common mistake for learners of English is to translate directly from their own language. Usually the result is a complicated, confusing sentence. © One subject per email is best. The other person can reply to an email about one thing, delete it, and leave another in their inbox for Later. ‘# Ifyou are angry, wait for 24 hours before you write. Once you press ‘Send’ you cannot get your email back. Only write what you would be comfortable saying to the person’s face © Consider layout, Would some of the continuous text be better as bullet points or numbered points? How about putting action points in bold? ‘* Don’t ignore capital letters, punctuation, spelling, paragraphs, and basic grammar. In a professional context, a careless, disorganized email shows a careless, disorganized mind. ‘¢ In your reply, try to match the tone and style of the other person. Also, look for key words from their company culture, or professional arca, and ‘echo’ these back to them. = wk To the studentTo the teacher How can I use Email English in class? You can do any number of units, in any order. There is no ‘fee’ writing practice in the book as Email English i designed for self-study as well as classroom use. But if you do want to set a writing activity at the end of a unit, then you can find some suggested tasks here: www-businessenglishonline.net/resoureeyemail-english-workshects There are tasks for both working professionals and for university students. The tasks allow a high degree of personalization, Organizing a writing task in class A time limit or word limit will help to focus the activity. Then, while the students write, circulate, noting down any points of general interest and dealing with them at the end in a feedback slot. When students finish writing they can cither hand in their work to you for marking, or work in pairs to improve each other's work, or you can stand at the front and build up a ‘collective best version’ on the board. Let’s look at each option in more detail: 1. Teacher marks the students’ work. This is the best known technique: you simply underline the mistakes and then write in the correct form. But there are variations. You can underline but with no correct form given, and then ask students to try to correct themselves. Or you can write a comment in the margin, next to the appropriate line. For example, you might write ‘verb tense’, ‘preposition’, ‘word order’ or formality’. And don't forget to acknowledge good use of language in your feedback. It is very motivating for the student to get a comment in the margin such as ‘Good use of this phrase’, or ‘Very well written, a big improvement’ 2 Students work in pairs to correct and improve each other’s work. Students learn a lot by reviewing a partner's work. They can often spot things that they cannot spot in their own writing, both good and bad. Peet correction helps change the classtoom atmosphere from a silent writing task to something more lively and communicative. 3. Collective best version on the board. Try this method if all the students have been doing the same task and the content of their emails is similar. Go through the email sentence by sentence. Each time, ask one of two students to suggest an idea and then everyone (including you) can comment on and improve the ideas, Build up an agreed version bit by bit on the board. Keep the pace quick and lively Finally, .wo important points: ‘© Consider the idea of repeating a task in a later lesson. The students use the same instructions and then write the same email again (without looking at their first attempt). The importance of repeated practice of this kind is often underestimated by teachers who think it might be boring for students. Students, however, recognize that it helps build fluency in writing. ‘* Look for opportunities in class for students to ‘send’ and reply to emails to each other. To the teacher1 Formal or informal? A. First, read the information about email writing styles. It shelpful to think about three writing styles, although in real life the differences are not so cleat: Formal This is the style of an old fashioned letter. Ideas are presented politely and carefully, and there is much use of fixed expressions and long words. Grammar and punctuation are important, This style is not so common, but you can find it if the subject matter is setious (for example a complaint), in emails to customers where you want to make a good impression, or in some cultures where a more formal style is expected. Neutral This is the most common style in professional/work emails. The writer and reader are both, busy, so the language is simple, clear and direct. There is often a friendly opening line. ‘Sentences are short and there is use of contractions (I've for I have etc.). Informal This is the style for emails between friends. The email might include personal news, funny comments ete, This style is close to speech, and has informal words and conversational expressions. Many people now choose social media rather than email to communicate with friends: with social media the style is even more informal. Most real emails are basically neutral, but with some elements of formality or informality depending on the context. Mixing styles is okay to some extent, but don’t mix styles at the two extremes. Now match the more informal phrases (1-16) with the more formal phrases (ap). Informal Formal 1 What do youneed? a) Unfortunately I will not be able to attend the meeting. 2. Thanks for your email b) Tan assure you that 3. Somry, I can't make it. €) Iwill take the necessary action to solve this issue. 4 Could you ..2 4) Please let us know your requirements. 5 I promise e) I was wondering if you could ...? 6 Youhaven' . f) We regret to advise you that... 7 P'm sorry to cell you that ). Thank you for your email of 12 February. 8 I'll deal with this. h) We note from our records that you have not 9 Don’t forget that . i) Took forward to meeting you next week. 10 Ineed to... J) With reference to .. (or Regarding ...) LL Shall I...? k) Would you like me to ...? 12 Bat... / Also .../ $0 1) Twould be grateful if you could .. 13 Please m) Please accept my apologies for 14 I'm really sorry about .. 1) Ieis necessary for me to... 15 Re 0), We would like to remind you that... 16 See younext week. p) However... / In addition ... / Therefore Basics1 Match the more formal words in box A with the more informal words in box B. A B 1 assistance 5. inform 9 possess a) soon —e) job i) give 2 due to 6 information 10 provide b) facts) because of j) needs 3 inthe near future 7 receive 11 request c) help: g) get k) have 4 further 8 occupation 12 requirements d) ask for) more 1) tell le 2 3 4 5 6 7 8 9 10 i 12 Note there are often two words in English with a similar meaning: a longer one of Latin or Old French, origin that is more formal, and a shorter one of Old English origin that is more informal. (© Rewrite the formal emails below by replacing the phrases in italics with more informal phrases. Sections A and B will help you. Use contractions (eg I'll for I will) where appropriate. Email 1 Unfortunately | wil not be able to attend the meeting on Friday. As | wll miss the meeting, Iwas wondering |_| it you could send me a copy of the minutes? I will write to Rina as well, o inform her that I will not be ther. (Once again, please accept my apologies for ths. Sorry. L can't make. it.on Friday. As L/L miss the meeting, Email 2 Thank you for your email of 25 January where you requested assistance on how to receive an online cliscount. It is necessary for me fo know your ale number before I can fake action fo solve ths issue. | would be grateful f you coud aso let me know which browser you are using, Email 3 11am writing with reference to your order number 8916, We received the order this moming via our website, | | but you have not filed in the section about size. Please let us know your requirements. These products are seling very wel, and we regret to advise you thatthe medium size is temporary out of stock. However, we {are expecting more to arive inthe near future. Would you like me to email you when they are back in stock? Basics2 Key phrases A. Write a subject line from the box for each email. One is not used. Action re contract Your order #8694: out of stock items Meeting 14/5 Re youradvertisement Shipping confirmation __ Special deals for January! are inthe process of arranging the meeting scheduled for 14 May, but there are stl 2 few details | need from you. Do you want me to book hatel accommodation for you —or will you sort out || atyourend? Aso, can you send us something abou the Barcelona project you were involved in ast yer? It would be helpful to have something to circulate before the meeting, Please send a copy of any relevant reports. Regards, Monica, J) cereal wn Email 2 ——————————— I ‘Somry for the delay in replying — I've been out of the country on business. Unfortunately, the items you ordered are not in stock, but we're expecting delivery by the end of the week. I'l get back to you as soon as they arrive. If you need any more information, please feel free to contact me. Email 3 Luisa Ive emailed Michelle and Roberto about the changes tothe contract. you Ike, | can have a word with Michele to make sure she understands what's going on. And, as you work wih Roberto, can you talk to him? Thanks for your help. Email 4 ‘Subject. ‘Good news! Subscribers to this email newsletter can take advantage of fantastic price savings in our “January sale. [ve attached a pa fle that gives full details, or altematively just click onthe lnk below. ‘You can order online or by phone — our customer service staf are always available to answer questions. ‘Looking forward to hearing from you soon, Email 5 Justa short note to Jet you know that we received your order. Lean confirm that the items were sent by courier today. To track your order, click onthe lnk below. there's anything else ust let me know. Best wishes, Pier. iis BasicsComplete the table by matching an underlined phrase in section A with a similar phrase below. Look carefully at the headings in bold. Previous contact With reference to your email sent (date), .. 1 ....Re.your Jast.email... Reason for email ‘We are writing to inform you that ... 2 Good news ‘You will be pleased to hear that ... 3 ‘We are able to confirm that 4 Bad news/Apologizing L apologize for .. 5 ‘We regret to inform you that 6 Requests I'd be grateful if you could ... 7 I would appreciate it if you could ... 8 Can you Offering help Would you like me to ...? 9 If you wish, I would be happy to « 10 Promising action will contact you again. u Attachments Please find attached 12 Final comments Thank you for your assistance. 13 Do not hesitate to contact us again 14 if you need any further information Closing We are looking forward to ... 15 Yours/Sincerely 16 f In general, do you think the phrases on the left above are more informal or more formal than those on the right? Underline all the phrases above you already use in your emails. Basics te3 Opening and closing A” Match the email beginnings (1-8) with the endings (a-h). Beginnings ... 1 Lam writing with regard to your recent email We regret to inform you that there are no double rooms available for the nights you require. 6, 2) Thank you so much for the wonderful present. Ir’s exactly the book that J wanted ~ how did you know? I’m really looking forward to reading it. 3. Patricia, I've just read your email. I'm so sorry to hear about what happened. 4. Aarrgghh! Can't make it. Really sorry. But Tm sure you'll all have a great time, 5 [am mailing this via the ‘Contact Us' link con your website. I'd like to know a few more details about the anti-virus software that’s listed on the site. 6 Lam writing with reference to our order number GH674. The goods arrived this ‘morning, but you only sent 200 pieces instead of the 300 that we ordered. 7 Wow! Great! I'd love to come! 8 I've just heard from Antonio about the Paris contract. It’s fantastic news — you worked really hard on this and you deserve the success. 10 ] oo Endings | ——_—_—__—_—___ a) Anyway, really looking forward to it, Dow want me to bring anything? b) You know you can count on me if you need any support, I'lleall you atthe weekend to see how things are. ©) Should you need any further information. about room availability, we will be happy to assist you. d) I look forward to receiving this information as soon as possible. ¢) I really is great news, and I'm sure that its only the beginning of our work in the French market. ) Please deal with this matter urgently. I expect a reply from you by 5 pm tomorrow at the latest. ) Thanks again for the gift, and give my very best wishes to your family. fh) Sorry again I can't come. ® But let's meet up soon anyway. What about going to see that new Ang Lee movie? 4 BasicsB Match the beginning and ending pairs in section A with the descriptions (1-8) below. An email asking for information. Neutral style. 3d. An email giving information, Formal style. An email saying ‘yes’ to an invitation, Informal styl. Rene An email saying ‘no’ to an invitation. Informal style. An email of congratulations. Neutral style. An email of complaint. Neutral style, ‘An email of thanks. Neutral style. An email of sympathy. Informal style. maa C Read the following sentences. Decide whether they are beginnings or endings. Then decide whether they are more formal or more informal. 1. Thope that everything is clear now, but do not hesitate to contact me if you need any clarification. 2. Bev, I'll be back late. Can you do the shopping and buy something nice for dinner? Thx. Cu later 3. This email is to inform all staff that the computer network will be shut down for maintenance over the weekend. 4 Meg! What a surprise! How nice to hear from you! How are things? 5. Llook forward to receiving your comments on this matter. 6 [think that’s all for now. Will keep you updated. Am on ext 391 if you have any Qs. Cheers, Lukas, 7 Dear colleagues — 1 thought it was a very useful meeting on Friday. Please find attached my report, as promised. 8 Anyway, I'm so happy for you! You really deserve this, Write again soon and tell me how it’s going, 9 Hey Lara. Been talking about hols with S. Looks like we won't b able to join u. Really sorry. 10 We are writing to advise you of some changes in our price list. 11 Ifyou would like any more details, please let me know. | am away next week but Andrea is dealing with this in my absence, 12 Just a quick note to say I really enjoyed last night. D Look back at the examples in section C. Find: 1) two written to a long list of people who are unknown or litle known. 2. | b) five written to known colleagues at work. fo foo boul. ©) four written to friends. fossa 4) one written to a very close family member. Basics ie a) beglend beglend beglend beglend beglend beglend beglend bexlend beglend beglend beglend (Gornifin€ form/inf formfinf form/inf form/inf form/inf form/inf form|inf formfin€ form/inf formjinf formfinf 1Giving news Decide whether the following would be used in a more formal or more informal email. 1. Further to out phone call, [ now have the information you requested. formant 2. Thx for your email ~ great to hear from you again. formfint 3. Sorry I haven't been in touch, Really busy with all kinds of stuff. form/int 4 With reference to your last email, | am writing to let you know form/int Rewrite the sentences below with the correct word order, beginning as shown. 1 I'm writing our appointment 6 June on Tuesday to confirm, Pm 2. Hey Max. You'll guess never happened what's! Hey Max. You'll 3. You will pleased be to hear that has been successful your application. You 4 Unfortunately, I will make the meeting not be able to on 6 June Tuesday. Unfortunately, 5. We inform you regret to that your application has been not successful We 6 Just a quick note everything's good for our trip to say that at the weekend. Just Here's the project on an update. Here’ ‘Look back at the sentences in section B. Find: a) two written by a friend to another friend. I. b) two written by a professional to a client, about a meeting. .../ ¢) two written by a human resources manager to a candidate fora job. .. 4) one written by a professional to a colleague, introducing work information. Complete the emails by writing one word in each gap. Several answers may be possible. | 0. Eurther....t0 our phone call earier today, 'm writing 0... that |am able to a the meeting next Monday as discussed, Looking" to seeing youthen, with to your last email, | am wing to you know what's happening | with the project. Everything is fine, but” we are a little behind schedule. You can get the ‘whole story from my report, which I've asa pdf. | |) BasicsMatch the situations (1-6) with the verb forms in italics (a-f) below. giving news: describing a habit or routine 2 giving news: present result of a past action giving news: action in progress at the moment (temporary) giving news: action in progress from the past up to the present ‘background to a story: action in progress in the past completed action in the past Queene event in a stor a) Hi Anna. I'm in Switzerland! I’m working as an au pair over the summer. ) Thave a new job! The hours aren't too bad —I start at 9 and finish around 5 «) Things are going wel for me. I've found somewhere to live and I’ve bought a car 4) You won't believe it! I was shopping in the city centre the other day and I saw Helga! She .. ) You won't believe it! I was shopping in the city centre the other day and I saw Helga! She £) Do you fancy going out on Friday? I've been working real hard all week and I need to relax. Read the email. Then choose the best word to fill each gap from a, b, ¢ or d below. Hi Angela, thanks for your email, | from you for ages! Was it really a year ago that we® at the English Centre? Do you know, I've already the name of our teacher! Anywiay, 'm pleased to hear that {youe sil enjoying your job, and that your relationship wih Carlos well Ive been really busy. For the last few months ® ata wine bar. start work at six every evening, and ‘© __unll midnight. trying to save some money o goto Thailand, bt | havent gt enough Im really enjoying it now, although at first it dificult It's real crazy ~ so many people ordering things atthe same time, By the way, 1® to Manuela on the phone the other day and she you might come over here for ‘a visit. Please do come — you know you're always welcome to stay at our house. Anyway, that’ all for now. Are you on Skype? Let's fix time to chat. 1a) have heard b) don’t hear ©) did hear ) haven't heard 2a) have been b) did be ©) were d) are 3. a) forget b) forgot €) forgotten d) been forgetting 4 a) isgoing b) goes €) went d) go 5 a) | work b) Thad worked €) Lworked d) I've been working 6 a) [don't leave b) Pmnotleaving —¢) haven't left d) I'm not going to leave 7 a) already d) still ©) yet d) soon 8 a) hasbeen b) had been ©) was d) is 9 a) talk b) have talked ¢) have been talking d) was talking 10 a) mentions b) mentioned ¢) hasmentioned ——_d) has been mentioning Basics " mis)5 Advice and suggestions A Read the email exchange between two friends. Sandra asks Nouf for advice. | HINouft. Hope youre welt ‘You know I'm doing that secretarial course? Well, “there's something on my mind, and maybe you can help. {know you were ina similar situation last year. The things, the couse is realy boring and hate it. But ve ‘aleady paid fori, and it runs til the end of June. Wat do you think | should do? @Any ideas? Thanks for taking the ime to help me on this~| always appreciate your advice, Please lat me know what you think — ‘email me or give me a call. a All the best, tt Sandra | Hey Sandra! Great to hear from you! ! |Im good. Same old stuf — work, music. 'm really nto a band called The Virals —ever heard of them? '61'm really sory you're having such a hard time at the moment. But being honest thnk you should finish the course. You only have afew months to go. There's avays stuff in a course lke that which comes in handy later, ie increasing your typing speed It youre desperate, then ®what about going to a careers advice cenre? It might help to talk to someone there, think i's better than giving up the course and doing nothing, Or maybe do something crazy, ike traveling around India for a year. That way, you could think about what you want to do with your life L "Hope that helps, but you have to decide in the end! Cheers, Now match the phrases in italics above (1-8) with the phrases (a-h) below. a) I would appreciate it if you could contact me to discuss this matter further. b) 1 think it might be a good idea to ¢) Iwas wondering if you had any ideas, 4) have you thought of .. (+ -ing) €) Pd like your advice about a problem I have. ,f £) Tope I have been of some help. £) I think this option would be preferable to... (+ ing) h) Iwas sorry to hear about your current difficulties. B In general, do you think phrases ah are more formal or more informal than those in the emails above? Try reading the two emails aloud, first in their original version, then with a-h instead. It will help you to understand what happens if the style is not appropriate. 14 wh BasicsEach phrase below has two words the wrong way round. Correct the mistakes|t Asking for advice Opening: 1. There's something on my mind, and maybefcanfFou]help, Asking for advice: ‘What | should do? I was wondering if you had any ideas. Closing: 3 Please let know me what you think. Giving advice Opening: 4) P'm sorry you're having a such hard time at the moment. Giving advice: 5 [think might it be a good idea to finish the course. Result: 6 This would mean could you think about what to do with your life. Options: 7 [think this option would preferable be to giving up the course. Closing: 8 hope have I been of some help. Match the beginnings of the sentences (1-12) with the endings (a-i). Making a suggestion 1 I think we should a. 2 Tsuggest a) go toan Italian restaurant. 3. Shall we ) go toan Italian restaurant? 4 Perhaps we could ©) going to an Italian restaurant. 5. How about 4) going to an Italian restaurant? 6 Why don't we 7 Let's Accepting/Rejecting a suggestion 8 Great! What a €) work really well. 9 Yes, good idea. I think it would £) T'mnot sure it would work in practice. 10 Yes, that might be 8) wonderful idea! LL Your idea sounds good, but 1) sure about this. I can see some problems, 12 Pmnot so 4) worth trying. Let's give it a go Complete the sentences by writing one word in each gap. 1 Twas if you give me some advice. 2. Please me know what you think. I always your advice. 3. [think you finish the course. It's than giving up. 4 What going to a careers advice centre? It be a good idea. 5 we meet up for lunch one day next week to talk itt 6 Yes, that might be trying. It could really well, Basics t 156 Invitations and directions A Look at the phrases in italics in the three emails below. One phrase in each pair comes from a. company with a formal culture, the other phrase comes from a company with an informal culture. Underline all the phrases from the formal company. Email 1 "Dear Natalia Natalia ®'m writing to ask you/We would be very pleased if you could come toa meeting here on 14 May. it has ‘been arrangedil've arranged it to bring together all our colleagues working in Eastern Europe "“Ito/in order to share experiences about working i this market. 8Your attendance wil be very welcome/t'd be great fo 26 you. ‘The meeting wil last ail day and will have an informal agenda - "you won't need tol wil not be necessary tonite a report frit or make a presentation. "Refreshments will be provided/There'l be plenty o eat and dink during the day. "Hope to see you in May./Your presence atthe meeting wll be very useful Please let me know if you il beable to attenc/can make it ™asapras soon as possible, Best regards, "ohn Saunders4John Email 2 "Thanks @ lt forthe invite/Thank you for your kind invitation I would be delighted to attend’ love to come fo the meeting. It sounds lke a great ideal am sure it wil be very useful. Please lat me know if there's anything | can do to help from this end. 51 it be okay"W/ould tbe possible to bring Martina Rutka as wel? She's a new member of our team and is very involved with the Eastern Europe market. ‘Thanks again/Thank you once mere for your invitation, and "look forward to seeing youl see you on 14 May. Email 3 ("Justa quick note re your invtem vrtng in relation to your kind invitation. Unfortunately | have another ‘appointment on that day i'm very sony that il miss the meeting/Please accept my apologies for being tunable to attend. In any case, send my regards to everyone atthe meeting, and please let me have a copy of any report arising from the discussionfemail me and let me know how it went. | hope @*we can meet up soonAve will have the opportunity fo meet on another occasion in the near future. Maybe Stuttgart in November? Goad luck with the meeting am sure thatthe meeting will be a great success. =e BasicsComplete the phrases by writing one word in each gap. Several answers may be possible. 1 We be very pleased if you come to a meeting here on 28 July. 2 Your at the meeting will be very Thope you can it. 3 Please me if you can attend, soon as possible. 4 Thank you for your invitation. I would be toattend. I look forward © you on the 28th. 5 , Lill not be able to come. I have another con that day. Please accept my 6 [hope we will have the to meet on another occasion in the future. Tam sure the meeting will bea great Put these sentences into the correct sequence to make one complete email. Read it aloud when you finish to check it makes sense. a) Looking forward to meeting you next week. 'b) Our office is close to the train station — the best thing to do is catch a taxi from the airport. €) Just a note to confirm your visit to us on 16 Jan. 4d) Best wishes, Atsuko. e) When you arrive, ask for me at reception and I will come down and meet you. £) If you need to contact me, my mobile number is 07968 243983. 1 2 3 4 5 6 Review some language for giving directions for an informal visit. Complete the email below by writing one word in each gap. q Hi Martin, || ||| Here are the directions for how to tomy hose Youcan pet cut tis ema an bing ||) | itwith you. It's not difficult to find, as you're arriving @ train. | Come out of the station and © right. Carry“ . down the road | you come to a church called St Paul's. You can't ®, it Just after the | church tum left down Brittany Road. Be careful ~ people often go ‘without noticing it. You'll see my house ® the end of the street - i's number 48, with a red door. Try and get herein time for lunch. Just me a call on your phone if you get am, a _ it's great that you're coming down for a few days. Give my best to your family, Jan Basics de 77 Checking understanding A Complete the email exchange between Peter and Kate by writing one word in each gap. In email 2 Kate has used the ‘Reply’ button, so she includes the text of the email she received. Email 1 (from Peter to Kate) |) Kate, ve attached the sales figures for Q3, as requested, | You! see that we're up 6%6! Things are realy taking off in Latin America, || Bytthe way, are you going to the conference? Email 2 (from Kate to Peter) ||) > Kate, Ive attached the sales figures for 03, as requested || Sotry, Peter, you forgot to send the Can you send it again? > Youll se that we're up 6%! Things are really taking off in Latin America || Great news, But do you ® 6% increase forthe quarter or 6% year on year? > By the way, are you going to the conference? “ ‘conference? The sales conference in Istanbul in September or the Singapore Expo? Email 3 (from Peter to Kate) ‘Sorry about that, Kate. Here it is again. me know if you get it | meant 6% forthe quarter! Head Office are very pleased. ‘What do you mean ‘Which conference?’!! | was talking about the sales conference of course. But are you a it's in Istanbul? | thought they changed it to Bodrum. ; Email 4 (from Kate to Peter) || Okay, 've got the attachment this time. But | can’t open it! Can you ® ‘you can open your |_| ||) original fie? || thought the conference was in Istanbul, but | may be Ilcheck and get | to you. Anyway, I can't go this year - Cathy is going instead. fe Before you look at the answers in the back of the book, here are all the words you need: attachment back check —=—Let_—=—=s mean ~—sure. «= Which ~—wrong 8 BasicsRewrite the sentences below with the correct word order to make typical email phrases. Start each sentence with a capital letter. 1 mean you to send this did? i don’t want to open the attachment a virus in case it’s got. Did you mean to send this? I don't want to open the attachment in case it's gol a virus. 2. about that are you sure? i thought was in Bodrum the conference. 3. illl check and get you back to later today. 4 idon’t this point understand sorry. can you in detail more explain? 5. i'm sure not what mean you by this. you could clarify 6 i thought on Thursday was the meeting, but I wrong may be. 7. sorry, my last email forget. you're right. not Friday, it should Thursday be. 8 what was I meant we can’t transfer until Monday the money. the situation this clarifies i hope The email below shows text from an original email that has a ‘>’ symbol in front. The person replying has cut parts of the original to leave only the key points, and then added comments in italics. Complete the email by writing one word in each gap. ||| >1ve written down some thoughts about the Duratech project ~ they are ‘as a Word doc, {Tm circulating it to all managers, Let me ® what you ® You" {o send the attachment. Can you send it ® ? +> There are a couple of things I'd like you to focus on. First is the lead time. Tm not ‘what you by ‘lead time’. The time before the project starts, ‘or the time the project will take once it has started? +> Then there's the question of costs. i | I may be ® , but | think Daniel produced some detailed figures on this. I'l check with him || and ® back to you. q > And finally, scope, Are the deliverables clearly defined? \ | thought they were defined very clearly. Can you explain in more" what your ‘concems are? > Id.ike your comments by the end of next week at the latest. ore 4,0 probs. 17) them to you in a day or two. Basics ée 19Verb forms Match a form in the left-hand column with a meaning in the middle column and a grammar word in the right-hand column. 1. Sales increase every year. a) Completed actions in a completed past simple \ period of time. 2. Sales are increasing at © b) Actions or situations repeated ppast continuous the moment. regularly over a long period of time.— \ 3 Sales have increased c) Actions or situations in progress ~~ present simple by 5% this year. from the past up to the present. 4 Sales have been increasing 4) Temporary actions or situations present rapidly this year. in progress now. continuous 5. Sales increased significantly e) Actions or situations in progress present perfect last year. in the past. 6 Sales were increasing all ) A past event or situation that has present perfect through last year. a result in the present. continuous Note: remember that some verbs are not normally used in a continuous form. These include verbs of thinking (doubr, know, understand), the senses (see, appear), feelings (want, hope), possession (belong to, contain, have) and other verbs like cost, depend on, mean, need. ‘Write each time phrase in the column where it is used most often. (2) means the phrase can be written in two columns. (BrE) means British English and (AmE) means ‘American English*. already (BrE) already (AmE) —etthemomen(2} every Fri y inthe old days, just (Br) just(AmE) last week not... yet (BrE) not... yet (AmE) nowadays (2) once year one month ago over the last few months right now (2) since _sofar this year when I was young | Present simple Present continuous Present perfect Past simple (Ido) (Lam doing) (Thave done) (I did) at the moment at the moment * A few time phrases like just and already are used with present perfect in BrE but past simple in AmE. This is not a strong rule and you can find both forms in both countries‘Complete the email by putting the verb in brackets into the most likely tense. Choose from present simple (I do), present continuous (I’m doing) or present perfect (I’ve done). Use contractions where appropriate. Every year around this time we (recruit) candidates for positions across the company. This week | (plan) that process, so | (need) an estimate of staffing requirements from every department. In recent years we yo (alwaysibe able to) recruit the numbers asked for, but this year will be different. At the moment we © (operate) in a difficult market, and sales My io (fall) considerably over the last 12 months. This |) (ren) that we ave ben fred to reduce our tating costs, Of couse 1" (hope) | ||| Sis statin wi ony be tempore i Continue as before, and use either British or American English. Choose from present simple (I do), present perfect (I’ve done) or past simple (I did). 10. (justreceive) an emai from our subsidiary in Russia, They a (need) more brochures as they ° (Give out) || their entice stock over the last few months. They (have) a stand atthe Moscow Trade Fair last week and © (distribute) hundreds of brochures. Now they ® (want) us to send another 5,000 copies. 19, (elready/contact) Sales to see if they have any spare, but | ® (Chink) well need some more. Can you get a quotation ftom the printers? Continue as before. Choose from present perfect (I’ve done), past simple (I did) or past continuous (I was doing). ‘Guess what! The other day 1° (ree) Katia while 1° (wait at || the bus stop. Remember her? That gi from Russia who (be) in our English class |) lestyear. almost ® (0ot'ecognize) her because she *! (wear) |) a punk rock outfit and had green spiky hai! ||| Hilsabett sony 1 (note) in touch recently, Hope you're well | Continue as before. Choose from present perfect (I’ve done) or present perfect continuous (P've been doing). Kim Are you there? 1) (try) to call you al week and there's no answer! | couldnt email you because (wait) to get my computer fixed. | What's your news? © {yourind) a job yet? As for me, 1 | (decide) to got it. Yes, realy! 1 (cat) heat food, ant | ; %. (start) yoga classes as well. 1" (go) to yoga for a z couple of weeks now and 'm really enjoying it Language focus a9 Sentence building A. Read the information about sentence structure. A simple affirmative sentence in English typically has the order Subject + Verb + Object: | This repore will analyse | | our current marketing strategy. | Sub vo Ob; ‘Thete can be an adverb phrase as well, and it often comes at the end. Adverbs say how (quickly), where (at our offices) oF when (next week) something happens. If we have several adverbs together, the usual word order is HOW - WHERE - WHEN. Look att these examples: «am looking forward to ‘our meeting inMunich | | next month — Obj Adv (where) Ady (when) by over 10% in Hungary | | last year. ‘Adv (how) ‘Adv (where) ‘Adv (when) Notice how ‘rise’ in the last example does not take an object. It is called an intransitive verb, Now rewrite the sentences (1-4) below with the correct word order. 1 me Youmay remember . We businesscards last week at the Trade Fair exchanged 2 well isgoing Ouradvertising campaign . Weshould until June consider extending it 3 about the availability of rooms inJuly toask Tam writing . [need for three nights a single room 4 toseemy parents Lamgoing next weekend . foralongtime [haven't them seen |B Read the information on making complex sentences. You can make complex sentences by combining simple ones: 1 am sorry to say | I can't accept your invitation on this occasion | but = T Sub Vb Obj hope to make | another tip to Paris | when [have more time later this year Vb Obj Adv (when) © There are two main clauses here, joined by the linking word ‘but’. The phrase I can't ... this occasion is a full clause itself It has a subject, verb, object and adverb The phrase J have ... this year is a full clause itself. It has a subject, verb, object and adverb. Language focusNow rewrite sentences (1-5) with the correct word order. 1 Tam writing — Lam coming to visit next month that your offices in Moscow 2 This will be in Eastern Europe to let you know toall our subsidiaries that | am making 3. toconsult with you Iwill take the opportunity about our strategic plan for Eastern Europe, which for some time 4 would also like our production facility we have been working on to visit while I am in Moscow, and if there is time aswell __ some of the local suppliers to that facility 5 Iwill contact you again when I can travel the exact dates. as soon as | know Put the lines in the emails below into the correct order. Read them aloud when you finish to check they make sense. Email 1 1am writing to thank you 7 “The meetings were very productive, and | 4 ‘As well as the business side of things, 7. ‘The next time that you are in Munich 17 Please give my regards 13 it was a great pleasure to meet them all. 73. during my recent trip to Paris | really appreciated the time you took am sure that they lay the basi for to show me Notre Dame, and for your hospitality the wonderful meal that we had afterwards. «2 good long-term business relationship. itwl be my pleasure fo return your kindness. to your colleagues inthe Pars office, Language focus Email 2 ‘Thank you for taking the time to attend 7 ‘As we mentioned in the interview, we had 3. While we were impressed with your interview, .8. that you have the necessary skills 10. ‘We appreciate your interest in 2.2. ‘to wish you every success in the future. 10, your application has not been suocessful. an interview with us last week we did not feel Unfortunately, we have to inform you that many applicants for his position ‘and we would lke to take this opportunity and experience forthe position. and the standard of candidates was very high, working with us,10 Missing out words; abbreviations A. Missing out words is common in emails. It happens where the people know each other well and the context is informal, or when the email is written very quickly in a busy working day. Match the sentences (a-j) to their descriptions (1-5) below. a) (That's a) Good ideat £) (I) Hope you're well b) (1) Think your idea is great. 8) Just read (the) email about relocation. ©) (Have you) Ever been there? h) (Are you) Coming with us on Friday for a drink? 4) (Ie) Sounds like fun! i) (Lam) Looking forward to seeing you. ©) (ll) Speak to you later. 3) (It’s) Pity we missed you yesterday. 1 The subject I can be left out, especially with verbs like hope, think, ete. .B./ 2. The words I am /I have /I will can be left out when they are followed by a main verb, | 3. Inaquestion, Are you | Did you / Have you can be left out... 4 The subject That or It can be left out, often with a form of be as well... J.J 5. The word the can be left out. 5 There are 17 places where words are missing in this email, Put back the missing words. Ft was a ‘Great evening, wasn't itt Really enjoyed the meal, and nice to see Mary and Roger again. Had a chance to | i speak o Lucy yet? Don't won i you havent, wil be seeing her tomorrow. | ‘About next week — fm you suggested sounds great. Been talking fo some colleagues at work about it. I ‘Tuesday might be dificut. Perhaps Wednesday better? Let me know. ‘Sometime soon we need to tak about holiday plans for next summer. Things are stil abit uncertain at work. Might be possible to take two weeks off in Juiy, but cant be sure. Going to see my parents at weekend —looking foward toi. They lve in Chichester, Ever been there? ‘Anyway, goto go now. Hope you're well ‘See you next week Before you check in the Answer key, here are the words you need: Have you (x2) 1(x4) TM I'm (x2) [ve (x2) Ik it was It was athe (x2) would be C The abbreviations below are often found in writing. Match (1~4) with meanings (a-d).. 1 ie (dest) a) Lam going to give an example. 2 eg (exempli gratia) ) Tam going to explain what I mean using different words, 3. NB (nota bene) ©) Lam adding some information at the end that I forgot. 4. PS (post script) 4) I want you to give special attention to this next point. 24 “Language focusIf emails are written very quickly you often find abbreviated forms. Techniques include: using a letter or number to represent a sound (cu = see you, thx = thanks) making a short form of a common word (yr = your, wd = would, re = regarding or in relation to) missing out letters completely if the word is obvious (reed = received, pls = please) BEE writing the first letters of a well-known phrase (asap = as soon as possible, Bw = Best wishes). Write out the following emails in full. Email 1 ‘Subject: Yr order ref no KD654 Re yr order recd today, we can't supply the quant u need right now. Pls conf asap if@part-delivery wd be acceptable, withthe rest to follow later. Rads, Wei. Subject: ..Your..order..reference..aambet..K D624. Email 2 Subject: Thx for yr msg Re your msg lefton my vimeil — yes, m free 4 lunch Wed next wk. Btw, gd news about yr jo interview. | Hu 2work now. CU, Jane. Subject: Email 3 ‘Subject: Tech Support ‘Sorry | missed yr cal, Re tech support, on the website we hv a Knowledge Base and extensive lst of FACS, ‘Shd find what you want there, But if you do need to spkto sb, you can cell me during normal wkng hrs. Bw, Alan, Subject: Language focus BCommon mistakes 1 Correct the mistake in each sentence. Tam write with regard to your recent email... am.weiting. Please send me your comments until Friday at the lacest. | will be grateful if you could send me more information. Please find attach my report, as promised in Friday's meeting. hope we can to meet up soon. ook forward to receiving this information so soon as possible. Tm sorry I haven't written for ages, but I been really busy. Te will be more better for me if we meet on Tuesday rather than Monday. 10 Sorry, I don’t ean help you on this matter. 1 2 3 4 5. Exactly! I am agree with you. 6 7 8 9 11 If you require any further informations, please do not hesitate to contact me 12 I look forward to meet you next week. 13. Lam really appreciate your kindness during my stay in London. 14 At the meeting we will discuss the follow points. 15 We note from our records that we have not received your payment still. Bach phrase below has one word missing. Add the missing word, as in the example. With rference(Gour email sent 6 June, Thank you sending me the pdf catalogue I requested. We are writing to inform that. We are able confirm that ... 1 apologize the delay. I would appreciate if you could Please get back me if there’ anything else. ‘What time would convenient for you! If you like any more details, just let me know. 10 Anyway, that’ all for now = write again soon. 11. Iewas good to meet you the conference in Beijing 12. Took forward to hearing you soon. 13 T've attached a copy the latest sales figures. 14. Thank you forthe invitation visit your company. err Aaneene 15. With reference your inquiry via our website, I've attached all the information you need. 26 w+} Language focusBach paragraph in the emails below has three mistakes (including missing words). Find them and correct them. Email 1 twas a pleasure fo meet youn Budapest week and vous het thark you for our ret n office products. You mentioned you were coin) st Turkey soon, and when you come here like to invite ‘you to visit our factory just outside Istanbul, We would be very pleased to showing you round our new factory and modem production facies. dinner. Please to let me know when you have finalized your travel plan. I ook forward to see you in Turkey inthe near future, Email 2 ‘You wil all be aware that we been interviewing candidates for the postion of Marketing Director. | am now ‘pleased to inform that we have appointed an excellent candidate, Simone Verhart. Simone has worked in ||| marketing for over 15 years and | am sure she willbe a valuable member of team. | would it to invite you a short lunchtime reception in Conference Room 2 next Tuesday 5 Feb where you vill have chance to meet Simone on an informal basis. Refteshments wil be avaiable, Please let me know if ||| youcan cme so that canto estimate numbers Email 3 | am write re our order for 1,000 pieces of footwear, reference VKB99. The money was transfer to your would ship within seven days ofa firm order | called your office this moming but the secretary told you were away until tomorrow (Thursday). This is now a very urgent matter. Please call me as soon you can and let me know what is happening, We have ‘customers waiting for these pieces and the delay is causing us for to lose business. Email 4 | thas been brought to my attention that security in the building is not so good as it could be. You may be ware that one of our secretaries had her bag stolen yesterday. In the light of this, | would lke to remember ||) you to take care of your personal possessions at al mes, particular at lunch times when there are fewer people in the ofces. |‘am preparing a report on how security could be improved, and | could be grateful fr any suggestions that you have. Please email me with your ideas by the end of next week atthe later. | am also discuss the matter || with our reception staff to see if there are any procedures we can improve there, Language focus ‘As you would being our guest, we would of course arrange for you to stay in @ good hotel and take you out to ‘account on 23 January but we yet haven't received the goods. You promised in your email of 15 Dec that you | | | | a12 Common mistakes 2 A’ Underline the one correct form from the three phrases in italics. 1 Please find attachment / find attached / see attached my report. Hope it's useful, Comments please by the end of the week. 2 Here is my report. If there are any issues that need clarification, please make me / please to let me / please let me know. 3. Tjust got Violet's report. I'm forwarding it | moving it / replying it to you here ~ see below. Hope it’s ‘not too late. Comments directly to her please, and cc me. 4° Here's the link for various forms that you have to complete online. Please make / take | pay special attention to form A2 which will be needed for insurance purposes. 5. Please print off and complete the attached forms, and then sign them and return them to Viju in HR. She needs them by 3 June at the latest / at the last / at last. 6 As agreed, I'm sending the agenda and pre-meeting notes. Let me know if there's anything else we can do from our part / on our side | by our way before we meet. 7 T'm attaching the revised Business Plan. Please note / look / attend that several alterations to budgets and dates have been made ~ they are highlighted in red. 8 Please find attached my report. Come back with me / Come back to me / Return to me if there are any problems with deadlines, ete 9 Please find attached my report. Make me have any comments | Let me have what you think | Let me know what you think, 10 Here is the draft itinerary for your trip to Australia in April. Please control / check / prove that I have included everything necessary. B Correct the one mistake in each email below. Informal short forms (like Hope you like it instead of I hope you like it, or még instead of meeting) are not mistakes. Here's the report. Hope you titel Took me two days to write! Report attached like promised. Any probs — get hack to me Oops. Forgot send the attachment! Here it is. Pm sending the report as an attachment to this email. If it doesn't open, make me know. Please check the attached document careful and let me know if you have any questions. Will be away in Turkey fora few days but back next week. 1'm returning your original document with my comments inserted with red. wenn o 7 Here’ link to online survey I mentioned. It’s needed for internal quality assurance. Please to complete it asap, and by Fri at the latest. 8 We are always trying to improve our customer services. I be grateful if you could complete a short survey about your recent pre-sales contact with our company. The link is below. 9 FYI, here's Leslie's report. Section 3.2 v interesting. What you do think? 10 Thx for sending me the report ~ I let you know what I think, 2B Language focusC Complete the emails by writing one word in each gap. There may be several possible answers. Email 1 Please”, ‘me know if you have any questions. Email 2 o a we can do on our® Email 3 Sorry, to send the attachment! ® ® tome if you can't open it Email 4 1, be grateful it you'™ and then scan it and retumnitto me. Please agreed, Im sending the pre-meeting notes. Let me know if there's anything before we meet. attached my report... its not too late. fil Al Al itis, Please get ‘complete the attached form, print and sign it, that | have 2 new email address. D Puta tick (V) next to the correct phrase, a) or b). a) a) a) a) Bune 5 a) 6 a) 7a) 8 a) 9 a) 10 a) 11 a) 12 a) 13 a) 14 a) 15 a) Hil I haven't heard from you since ages! Anyway, the life is complicated sometimes! Don't worry ~ I did it yesterday. Here's the information about the software. The woman who deals with it is called Emma Lam very interesting in your new product. Although he'll probably say ‘no’, I'l ask him. Let’s discuss about this at the meeting I don't know what is she doing. I'm doing it as soon as I can. think so it is possible. Iv urgent— you must do it asap. Ike your idea very much. Tam agree with you. When I will arrive, I will call you. Language focus b) Hil [haven't heard from you for ages! b) Anyway, life is complicated sometimes! b) Don’t worry —I have done it yesterday. b) Here's the informations about the softwares b) The woman which deals with itis called Emma. b) Lam very interested in your new product. 'b) Although he'll probably say ‘no’, but I'll ask. him b) Ler’s discuss this at the meeting, b) I don't know what she is doing. b) I'll do it as soon as I can. b) I think it is possible, }) es urgent ~ you must to do it asap. ) [like very much your idea. b) [agree with you. 1b) When I arrive, I will call you.13 Punctuation and spelling A. Review the rules for full stops, commas and capital letters. A full stop (.) is used at the end of a sentence. A comma (,) is used: «like a brief pause in speech to make the sentence easier to read ‘© to separate items in a list (except for the last two items where we use and). ‘© after many linking words that come at the beginning of a sentence (like However), Note: in moder emails commas are not usually used after frst lines (like Dear Mary) or last lines (likke Best wishes). Capital letters (also called ‘upper case’ letters) are used: © to begin a sentence. ‘for names of people, places, events and organisations; for job titles; for nationalities. for calendar information like days, months, ete. Now rewrite the email below, putting in a) capital letters, b) four full stops and c) two commas. dear mr curiel a jam the commercial director fo efp pharma a small biotech company based in warsaw i altended your talk atthe medtech conference in zurich in november and we met biey afterwards here i the information i said i would send including ou atest annual report i hope it sof interest | best regards I rmagda Kowalski | 15 Review the rules for apostrophes. Then rewrite the email at the top of the next page, Page putting in a) capital letters, b) apostrophes and c) three commas. ‘An apostrophe (’) is used: «© in short forms to show that one or more letters have been left out. ‘Before the possessive -s to show ownership or the relationship between people. 0 Language focushi jean — how are you? thanks for your email about mr durand. in factim meeting him on fiday 16 march, ‘were meeting in his brussels offce and im a bit nervous about it because i dont speak french very well hes the marketing director ofthe company and reports directly tothe ceo. is going tobe an interesting meeting and i havent been to belgium before so im looking forward to it. anyway il be in touch when i get back. C__ Review the rules for colons and semi-colons. A colon (:) is used to introduce items in a list. ‘A semi-colon (;) is used to separate long items in list, particularly if there are commas inside some items: Now rewrite the email, putting in a) capital letters, b) apostrophes, c) two commas, d) one colon and e) two semi-colons. | Xiu Li — have you read hanifs report yet? think its main conclusions are correc. this is basically whathes | saying sales are flat and have been so for months theres no new product in the pipeline despite our large rd budget and our sales reps are staring to become demotvated. i hope the management take it seriously. D_ How good is your spelling? A spell-checker helps if you use it, but it doesn’t pick up everything and it’s quicker to get it right first time. Underline the spelling mistakes in the email and write the correction below. There are 30 incorrect words. | HiTim! Thanks for your email wich | recieved some time ago. Sorry | havn't replyed before now, but ve "been realy busy Actualy i good news = Ive got job! | ent for loads of interviews and finaly | was ‘sucessful Im working for a smal incipendent record company. The jb is very intresting - I help to organize tours forthe groups, make arangements for there accomodation inthe ctyes where they play, things ike | thal. ve been doing it since the begining of Februry, and its grate ~ completly ditrent to my old job working in a restarant It's @ good oportunty for me. Hopeful, if the peopel in the company fke me, Il get more responsabiliies and more mony. Then | coud even think about visitng you in Ingland! Anyway, Keep in ‘ouch, and | look foward to seeing you soon 1 which a 1B 19 25 2 8 14 20 26 3 9 15 21 7 4 10 16 22 28 5 i 17 23 29 6 2 18 24 30 Language focus wnBeing brief and businesslike Look at the differences in style between these two emails. Notice how version 2 uses the key words from version 1. The form and order of the words may be different. Version 1 ‘Subject: My ideas following last Friday/s meeting In the attached Word document youl find my thoughts about the marketing plan that we discussed in last Friday's meeting, and in particular my response to Jenny's points about needina a new ype of packaaina {appeal fo a younger age group. | think she raised some important issues, and so 'm circulating my ideas on this to everyone involved. Please insert your comments in red inthe attached document and email it back tome as soon as possible Version 2 Subject: Ideas for packaging | ‘We need a new type of packaging — as we all agreed in the last meeting. My ideas are in the attached doc. ‘Comments please asap. ! Now read statements 1-4 and say whether they best describe version 1 or version 2 above. 1 The email is very direct, very brief, and typical of many business emails. Version 1/2 2. The email gives more context, and so might be better for people not in the meeting. Version 1/2 3. The action required by the reader is not 100% clear. More words might be better. Version 1/2 4 There may be too much in the email to write and read in a busy working day. Version 1/2 Rewrite the email below. The maximum length is 50 words, including the subject line. Some key words have been underlined to help you, but you may need to change their form and order. Subject: Confirmation of our meeting as discussed by phone Ll \'m writing regarding our phone call earlier this moming. it was a very useful discussion and | am much | clearer now about your objectives. At the end ofthe call you suggested a time and place for our next. [ meeting, namely the lobby of the Intercontinental Hotel in Bangkok at 2.00 pm on 7 February. You mentioned this time would be convenient for you because you will be staying at the hotel. | said | would email you to i ‘confirm the meeting. Well, for me the time and place is very good — | am free all afternoon. | look forward ‘o-soeing you there and | hope that in the evening you can be my quest for dir neighbourhood of the hotel. Subject:C Cross out 20 words which are not necessary in this email. ‘Many thanks for your email which I received yesterday. Tuesday at 10.30 ine for me as my 9 am meeting wile fished by then. Can you send me the latest sles figures before the meeting? I ook forward to seeing you there. D Underline the key words, then rewrite the email. The maximum length is 60 words, including the subject line. Subject: Info re market developments in the Balc States Many thanks for getting in touch last week and sending me all the information about market changes inthe Baltic States. It was really useful, particulary the graphs about expected demand for consumer products ‘over the next five years. I've forwarded your email to our representative in Estonia, Krista Kiet. She has just taken over from Doris Kareva, who I think you met in Stuttgart. Would you be interested in giving a presentation at our Head Office on the whole economic and business background inthe region? I'm sure the Board would be interested as we may be making some large investments there inthe near future. Subject: E Underline the key words, then rewrite the email. The maximum length is 60 words, including the subject line. ‘Subject: Thank you for your help atthe conference in Paris, L ‘Thank you so much forall your help during the conference on the future of the ain industry that attended || in Paris last week. Your help was really appreciated as | had never been to France before and everything was very new to me. The conference was relly interesting, Of course, while | was there also had the | ‘reat pleasure to meet your French sales team. They are a wonderful group of people and | would like you to give my best regards to all of them. As you know, there ae plans to bring some ofthe French staff over ||| here to Dubai atthe end ofthe year to see how we run the Dubai office | look forward to seeing you then. Subject: Note: you see every day about a routine matter, or writing an email on a smartphone, In some other contexts a is fine to send a very brief, direct email in certain contexts. For example, writing to a colleague very brief, direct email might be seen as rude and unfriendly or might not be cleat. style15 A Being informal and friendly In informal writing you find many little words and phrases like those below. Add a word from the box to each line of the table. Apparently Attheendoftheday Ifyou askme Infact Luckily Ofcourse So Se You heard something, but are not sure: Te seems that 1 Surprising but true: Actually 2 Obvious or already known: Obviously 3 Bad/good fortune: Unfortunately 4 What you really think: To be honest 5 Most important thing about a situation: Basically 6 Changing the subject, or returning to it: Anyway 7 Sa Preparing to close: Anyway 8 Complete the email with words or phrases from section A. Several answers may be possible, but there is one solution that uses all eight lines from the table above. Hi, m ust back from india ~ I hada fantastic time, » its one ofthe best holidays Ive {ever had. Did you get the photos| sent from my iPhone while | was there? | saw the Taj Mahal! Amazing! ® + Tonly had to waitin line 30 mins - some of my frends had to wait hours. | did loads of other great stuf. went to Jaipur — incredible forts and monuments ~ and! bought a duvet cover with litle mirrors from a craft market. ® + itwas incredibly hot as twas June, but Ike the heatl | By the way, have you heard the news? | was talking to Sara and Ekaterina has meta | ‘guy she really kes. They/te geting married next year! Sara says she met him ata party but he didn't seem very friendly. « Lalways thought Ekaterina rushed ito relationships too quichy, but | ®. its her decision, | wo » what about you? How's the new job? You haven't been active on Facebook recently 01 don't know what you'te doing! O «thats all for now. Hope to hear from you soon. Bye! Note: the email makes sense without the words in the gaps but they help in various ways. © They bring the email to life and make it more interesting. They build the relationship by showing something about the writer’ feelings and mood. ‘© They signal how the writer is going to continue, and so make the email easier to follow. These words are called ‘comment adverbs’ in grammar. There are many other examples, like By the way, In particular, Ironically, Naturally, Predictably, Surprisingly, Unbelievably, etc. StyleRead aloud the email below twice. First, read it exactly as it Then read it again but miss out all the underlined words. What is the difference? Vera, Wilhelm. Paragraph 1 Paragraph 2 Paragraph 3 Paragraph 4 HiPatl Thanks for your email, Your new job sounds realy great. know thal you've wanted to work as a raphic designer forages and aes, and now is finaly happened! Conaratulations! I'm sure you'l do really well inthe jo. ||) So, what about my news? | arrived in Prague about a month ago. twas quite dificult t first, Of course | ||| couldn't speak the language, and finding a place to live wasn't easy. Then my friend Helena and I found @ lovely itl latin the old part of town, Is quite small, but its full of character and we love it. 'm working as a waltess in a bar where loads of students go. Its okay —| don't suppose Il doit for long, butt’ a way to earn some money. ‘Anyway, that’s all for now. | hope you're well, and give my regards to your family - especially your mother ‘She was so kind fo me when | came and stayed at your house, All the best, Note: the email is still quite friendly without these extra words, but adding them in helps to build the relationship. They give more detail and more interest. They show the writer’ feelings and personality. Informal emails are full of these ‘extra’ words. Now rewrite the email below using words and phrases in the box, in the correct places. * Hi Stefan, justo let you know that | can't join you next weekend, Ive already arranged to goto Paris. [im staying with Bernardin his fat, and I need a break. 2 Tye broken up with Rosanna, We've been having a lot of arguments recently and she is going to mave to Hamburg, Its a pty * Then, my job. have alt of responsibilities in the office and i's quite stressful. We have customers who ‘all and I never get a break. “Tm sorry i sound depressed. Hope to see you soon. Tm really sorry but / efewHines / to be honest - ] she told me last month that / Things have been difficult for me recently, First, / , but 1 think it’s best for both of us, / , as you probably know hundreds of / all day long / , the next thing is / Oh well, that’s life! , but writing to you has helped. / Anyway, that’s all for now. / a bit Hi. Stefan, justa.few. lines 4o.let you.know. that Use a blank sheet of paper. Style16 Being polite and diplomatic Note: the language in this unit is more common in British English than American English. The phrases on the left in the table below use neutral language. Complete the table with the more polite/diplomatic phrases from the box. Weuldyoumind — IwonderifI could I was wondering if you could Perhaps we should Would you like me to Why don't we Would ithelp if1 Would it be a problem for you if Requests (asking somebody else) Can you ...? 1 Wauld. yau..mind. L ? Permission (asking something for yourself) Could 1... ? 2 I Offering help Can 1... ? 3 I ? Suggestions Shall we ...? 4 1 A Here are more ways to make your language polite/diplomatic. Complete the words in each sentence with the missing letters. There will be a delay. = 1 T'msory,butit]@oks li there willbeasm delay There is @ problem. @ 2 Theres ms to bean issue with this. Irsno__ ing seri 1 disagree. 3 Tobehon —,Ithinkitm tbe better to... (+ alternative). I disagree. & 4 Yes,Ica_s what you're saying, bud ' you think that... ? ‘That gives us very little time. «> 5 Act that does’ give us mu time. Tthink its better to ask Liyu, «> 6 Wou * itbe better to ask Liyu? Quality will bea problem, = 7 Wh ab quality? Can we be sure it will be okay? twill be very expensive, 8 Itmi_ bequ___ expensive. /It wo’ be ch Rewrite each sentence using the words in brackets to make them more polite/diplomatic. Can we meet again next week? (wonder/could) You've made a mistake on the invoice. (there/seems) The quality is low. (not very) Shall I speak to Mr Baker? (would you like) Your estimate for the cost is low. (migh«/a little) ‘We should wait. (wouldn’t/better idea) Its.a bad idea. (honest/I'm not sure/good) eraneEne Let's cancel the project. (perhaps/should think about) 6 StyleYour boss Chris sends an email to everyone in your departments Ive had several requests for more regular team meetings. | suggest that we have a meeting every Monday | moming at Bam to sare information and plan the week's work, What do you tink? Complete the words in these possible replies: can see what you're sa... Chris, but wh... the traffic on Monday mornings? Chris wo? some people find 8am ali... early? Tobe ho....... Chris, I'm not s........ that would be conv.....for everybody, It’s very early know what you m....... Chris, but I can see one or two problems with an Sam start. wenn Iv’sa good idea Chris, but d,.....".... you think that 9am wo,....... be b....1? Now look back at sentences (1-5) and find: a) three examples of Yes, but oof of b) ashort introductory phrase (such as Actually,) to prepare the reader for disagreement ¢) two negative questions to show doubt... /. 4) anormal question to show doubt Make the emails more polite/diplomatic by changing the phrases in italics. Use techniques from sections A-D. There may be several possible answers. Leyla, thanks for your email with the quote from the printers about the new brochure. "It is very expensive. © gt it beter idea to contact some other printing fms and get some alterative quotes? After all, “wwe rave been very unhappy with the qualty of their work onthe last few jobs, 1 Lh. seems. ta.be. 3 2 4 there is somet ‘else | was going to mention. Can you have a word with Sandra about the new Area Manager job? I'd like to know when it is going to be advertised. "it's delicate for me because there's a |) chance that | willbe one ofthe candidates. | Rashid — sorry we didn't have a chance to talk yesterday, ®'Shail we reschedule for next week? Actually, 6 Gabriel, thanks forthe suggestions on how to price our new range of accessories. To be honest, Sits @ bad || ‘dea. The prices you suggest "are (oo high for this market. "Can't you see that a lower price wil be better? We don't want to be out of line with the competition. 10 12Information Complete the ‘first contact’ email sequence below by writing one word in each gap. Some letters have been given to help you. |__| was just reading a blog post on the internet. | saw a reference to the seminar in Krakow on ‘Social Media ‘and Marketing’ that is being organized by you, (PL se ime some details, |) Also, wou itbe po, for you to give me a ist of hotels near the venue? Thank you in adv, foryourh + and I ook forward to hearing from you soon. || Naomi Chandler | Thank you for your email about our seminar in Krakow. You wil find Hu Ly det inthe attached pdf document. Alternatively, you can visit our website at \wwrw euroconference,com where you can also make an online booking youn ‘any more information, please dont "he to contact me Kind regards Magda Wojcik | Events Manager Complete the email sequence below by writing one word in each gap as before, The emails here are internal ones between colleagues. HiHelena |) Just ot, u that chat we had the other day where | mentioned EHG. || The plan is now that | fly out to Paris next Tuesday to meet the people there. ||) Petke to know an mo. about EHG before | go, and you seem like the best person to ask. In pa Can you tll me something about Henri Roland, their sales director? Have you met him? Thanks fr this. ‘No probs, Dmitri. EHG are quite a big operation I've Watt ‘a Word doc with some ack stuf, ve met Hent several times and thnk he's someone we can work wth Ge, ba to meifyou need any more information, el | Helena ProfessionalComplete the table by matching the phrases in the box with those below. | FeHltkete-tenewetittlemoreabout— ~~ Thanks for your help. | ‘Thanks for the email — info you want is attached. I'm writing about Just let me know if you have any questions. Please send me ... Speak to you soon. (Mrs Tanaka Yui) gave me your name. Reason for writing Tam writing in connection with 1 Your name was given to me by (Mrs Tanaka Yui) 2 Asking for information I would be grateful if you could send me 3 Td like. 40. know. a little more. about... * Could you give me some information about ...? Final comments Thank you in advance for your assistance. Ifyou need any more information, please do not 6 hesitate to contact me. Closing ook forward to hearing from you soon. a Reply: giving information With reference to your email of 4 May, Ihave 8 attached the information you asked for. In general, are the phrases on the left in section C more formal or more informal? Complete the email below with phrases from the left in section C. | am writing in connection with your market esearch services for China and East Asia, | Mei Cheung from the Beijing office of B28 Connections -| believe you know her. We are a medium-sized German company that exports specialized machine tools forthe auto industry. | attach a pdf that gives some background information about our company. CO details ofthe servioes you provide, including alist of recent clients. We are looking fora market research company with deep Knowledge ofthe auto ||) industry to help us plan our entry into the Chinese market. * My full contact details including my direct line ae given below. ook forward to hearing from you soon, Klaus Schafer Professional18 Action A. Match the beginnings of sentences (1-12) with the endings (a1). 1 Will you check to .¢ a) can handle ... je 2 Thave a couple ... ») a favour and find out? foraction 5 Can you do me o) see if..2 4° know you're busy, but I'd. 4) really appreciate your help 5 Iwill ake cate of... ifyou .. ¢) willing to ...? 6 Would you be ... £) of questions. 7 Ofcourse, I'm ) get back to you asap. “Taking setion 8 Ofcourse, I'l doit .... fh) pleased to help. 9 Let me look into this and I'll. 4) me know what you think. 10 Leave it with me. Ill sort ... 3) right away. 11 Below are my suggestions. Let... ) there's anything else I can do. 12 Let me know if 1) icoutand get back to you 1B Memory game. Cover section A with a piece of paper. Complete the email exchanges by filling in the missing words. Email exchange 1 Bob ~ the management team are meeting on 14 Feb and they're going to discuss last year's figures. Would you be wi -ns 10 prepare @ short report to circulate to everyone beforehand? | know you're ‘busy, but I'd really @app,.... your help. Thanks, Lara > Of course, Lara, No problem. il start the report a - Let me know ifthere's any... e see 8M AO, Email exchange 2 Yaserin — we've been asked to help out next Wednesday aftemoon. There isa VIP group from Korea fo visit US WEE 8, _.of meeting them atthe airport, f you | 8, eevvnnnnnnnnnnnn te arrangements for the tour ofthe plant. Also, wll you "ch, st if Arda and Ben ae free for an hour or so to meet them? ||) Thanks, isabella > Of course Isabella, le. vit with me. 180... °. the tour, make aangements for refteshments afterwards, and make sure that either Arda or Ben are free to tak fo them FI ta, to Yui thee ae any problems, but I'm sure wil } all be fine. ProfessionalInformal emails between colleagues (like those above) often use phrasal verbs like get back to and sort out. Match the phrasal verbs below with their meanings. 1 get back to a) prepare and write a document or plan 2 find out b) write or speak to someone at a later time 3 draw up ©) understand, in order to solve a problem (= work out) 4 figure out 4) take action, in order to solve a problem (= deal with) 5 look into e) discover a piece of information (= discover) 6 sort out f) try to discover the facts (= investigate) Rewrite the formal sentences in italics using phrasal verbs from the list above. All six phrasal verbs are used. 1. Please try to discover what is happening, understand why there isa problem and what the soluion might be, and hen unite a report showing the next steps that we should take, Please find. ous. what's going on, what to do, and then some kind of action plan. 2 Don't womy, 'llinvestigate the situation, I'l do what is necessary to deal with it, and I'l contact you again. to say what has happened, Don’t worry, Ill it, I'l it and I'l you An action email may be written for a wide audience on a more general issue, like the one below. Cross out the one word/phrase in each group in italics that is not possible. Dear all Following the meeting last Tuesday about our departmental structure, | have a proposal/a suggestion’ = ‘er-advice that | am sure wll benef the whole company. Itis the following: to merge sales and marketing into one department, and consolidate the operations into our Hong Kong office. twill mean some lays in ciher offices, but ofall the “options/milestones/altematives, this one isthe most cost-effective and Scarias! involves/puts te least sk. This proposal wll “address/explan/sove several related problems that we have. In particu, issues of ‘coordination between offices, coordination between sales and marketing, and overstafing in a dificult ‘economic cimate ‘We have to establish a time schedule forthe diferent steps involved in the merger of he two departments, and seta clear “deadinettimeliit/scope for the end ofthe process, Of course there willbe ‘Sjabilteseisagreements/objecions, but | am sure that ths proposal will work as ng as/provded thal/ although everyone is aware ofthe need for change. Given the alternatives discussed at the meeting the costs acceplable/inteesting/reasonable and it will ‘save us money inthe ong time/long termflong run. | have included some detailed figures inthe attached document Please say mertell me/let me know what you think of this idea, | ProfessionalMemos and short messages Compare these two emails. How are they different? Which do you think is better? Version 1 ‘Subject: To all department heads — VIP visitor tomorrow ‘Tomorrow we will have the pleasure of weleoming Mr Bianchi from Ferrara Textiles as a visitor to our [ ‘company. His company intends to place a large order with us, and we hope that his wll ecome a long-term business relationship. {tis therefore very important to make a good impression, and all the staff in your department should know ‘bout his visit and be as helpful as possible. They should greet him by name, answer any questions he asks, expain procedures, etc. ‘Mr Bianchivwill be looking around the company from about 11.20, after his meeting with me. | would keto ‘make sure that there is someone present in every section over the lunch period, in case the company tour runs late. Thank you for your cooperation in tis matter. Version 2 Subject: To all department heeds VIP visitor tomorow Mr Bianchi of Ferrara Textiles wil be looking around the company tomorow, from about 1.30. tis | important to make a good impression. Please: 4 Inform all staf in your department. 2 Remind them to gret Mr Bianchi by name and take time to answer is questions. 3 Arrange lunch breaks so that theres alvays someone avaiable in your section. ‘Thank you for your cooperation, | Note: for most people, version 1 would take too long to write and read in a busy working day. Version 2 is easy to understand, and it has a clear structure with numbered action points. Short internal notes can be called ‘memos’ Note the following points about internal memos and messages: # Individual action points (or information points) are organized by numbers, ot by headings, ot by bullet points. © The language is neutral, clear and ditect. Sentences are short and have a simple structure. Ifthe message refers to action, imperative verb forms are common (Inform... Prepare «..) © Useful endings: Thank you for your cooperation. / Please contact me if there are any problems A typical structure for any piece of written communication, short message or longer report, ist 1. Situation 2 Problem or objective 3 Solution or strategy 4 Closing comment Identify the four stages in section A, version 2 above. 2 ProfessionalC Rewrite the email as a short memo. The maximum length is 80 words, including the subject line. Think carefully about what information you need to include. | | Subject: Training course in how to use spreadsheets, | have found some interesting information about a computer training course taking place inthe city centre, ||| Inrour department we use Excel lot, but we dont really gt the maximum beneft rom iin terms of cost and || time savings. Therefore | think it would be useful for someone from our department to attend this course. \ have a copy ofthe leaflet advertising the course, andthe detals are a follows, The name of the course {s Spreadsheets for Financial Planing, andthe course dates ae ftom 4 June to 8 June. The course runs every evening, from 18,00 to 19.30. The costs i750. | Lam available at that time and | woud lke to go. | can bring back the skis! earn and help other peopl in the future. | know its quit expensive, but | would lke fo ask you itis possible fr the company to pay the ‘course foes. Unfortunately I can't afford to pay fort out of my own money. Thank you very much Subject: D Rewrite the email to make it simpler and clearer. The maximum length is 80 words, including the subject line. Think carefully about what information you need to include. ‘Subject: Mrs Alonso's retirement atthe end ofthe year ‘As you may know, Mrs Alonso willbe refrng at the end ofthe year. She has made a great contribution to our company, and will be missed by all her colleagues. She has been with the company for 20 years, moving up from Accounts Clerk to Financial Controller during that time. ‘To show our appreciation, we would Ike to organize a small leaving party for Mrs Alonso, after work on her final day. We wil also present her with a smal gif. | have asked Claudia to organize the collection for the gif, and she willbe coming round with a large brown envelope ifyou want to make a contribution ~ the amount you give is entrely your choice. The leaving party wll be after work on 20 December, n the main conference room. Everyone is welcome, ||| and we hope that as many people as possible will come to say goodbye to Mrs Alonso | ook forward to seeing you there. Subject: Professional20 Arranging a meeting A. Cross out the one word or phrase in each group in italics that is not correct. ‘The symbol ‘—’ means no word. ‘What time would be convenient forjbe convenient/suit you? Are you free sometimelanytime/one time next week? ‘Could we meet on/—at Thursday during/on/in the afternoon? Perhaps on/—at 3pm? Yes, I think I can/should/would be able to make next Friday morning. Till come back to you/retur to youlget back to you later today to confirm it. T'm out of the office for/untifill 2pm. Any time after that could befis/would be fine. I'm sorry but I'm busy/occupied/tied up all day next Tuesday. I am sorry forjregret forlapologize for any inconvenience caused. I'm sorry butlI'm afraid but|I'm afraid 1 can’t make/controlfmanage it on that day. 9 Sorry, [already have an arrangementlan appointment/a promise on that day. 10. What ifWhat about/FHow about Wednesday insteadjin placelas an alternative? 11. The meeting is urgent. We need to move it up/bring it forwardjtake it ahead to this week. 12 I’m going to be away for a while. Would you mind/matterfobjct if we pushed the meeting back to the following week? 13. [look forward to see/seeing/speaking to you next week. 14 Give mea calltelephone/ring if you have any problems. 15. Give my regards/best wishes/compliments to Lucia, Nauwnene ® 5 Complete the sequence of emails by writing one word in each gap. Several answers may be possible. Ginter - we need to meet to discuss the budget for next year. Could we mest” Friday cee the moming? Let me know if that, vv b@ good for you. | hope ‘everyone inthe Betin office is well. Give MY... nt Keshia and Alex. Best wishes, Aiko, Ako, fm, _butlcant®... ithe Friday tm. allay. cm nn About Monday 12 May ®. 71 shouldbe : ‘2 morning meeting, otherwise any ime ater 4pm... be fine. Hope that’s okay, Giinter. Hi Ganter. Yes - Monday moming is good for me too. Shall we say 9.307? | look forward to you then. Give mea. vom lf you have ProfessionalMatch the beginnings and endings of the phrases below. 1 Are we still okay .b. 1a) finalize arrangements today. 2 Can we reschedule for b) for Thursday? 3 IMlleirculace ©) has come up. 4 Ineed 10 4) the agenda in the next few days. 5 Let me know if you €) the following week? 6 Something urgent 4) want to make any changes. Put the complete phrases from section C into the emails below. You may need to change the first letter to lower case. Hello Charles-Heni. ‘2 Please get back to | me this morning if possible to confirm, as ® | Thanks, Natalia 2 Natalia, 'm sory to ask this at such short notice, but °. Perhaps Wednesday 24th? | do apologize, but“! I hope it ‘won't inconvenience you too much, Best wishes, Charles-Henf | Okay, fine, Lets make it Wednesday 24th. Please ®. to what we discussed. Natalia. Review the use of will (You will do ...) and the present continuous (You are doing ...) to talk about a future trip. © wills 2 general future tense. © The present continuous is used for arrangements and plans; there is a known time and place (although it may not be mentioned), and the arrangement is often personally scheduled. Complete the email from a secretary by putting the verbs in brackets into a form of will or the present continuous. In most cases both forms are possible, but one is more natural. ‘As you know, you're. gaing... (go) to Brussels next Wednesday. You”. (catch) the 8.00 fight from City Airport. Someone © (be) at Brussels airport to take you to the hotel -you (stay) a the Marriot AL 11.00 you ® (meet) Mr Cuvier at his offic. 'm sure he ® (take) you out to lunch. After lunch you” (notdo) anything unt your meeting at 3.30 wth the ‘people from the aw frm, so you ®! (have) time to go back othe hotel to freshen up. When Mr Cuvier's secretary sends me the pre-meeting documents, | (forward) them | toyou. | Professional 45Negotiating with external partners ‘Test your use of modal verbs. Underline the correct word. 1 Can/Shall you give me some information about your services for corporate clients? 2. 1 willlwould be grateful if you should/could give me some information about your company. 3 Do you think you would/could send me mote details? 4 We must toned to discuss this internally before I can go ahead with more planning 5 How do you think we should/skall deal with this? 6 1 willfwould appreciate your advice. 7 We woulifshould be prepared to give you a discount if you paid 50% in advance. 8 That canfeould be possible. 9 Thar shallshould be possible. 10 P'm not sure. That might/would be possible I need to ask my line manager: 11 Yes, 1 think that shall/would be possible. 12 I think we need/need to look again at the timescale and see if it is realistic. 13. Let me know what time should/would suit you best. 14 Pm sorry that we couldn' wouldn't use your services this time. These phrases are for setting up a project with an external partner. Complete the table by writing each phrase (a-j) on the correct line. Look carefully at the headings in bold. a). Okay, I'm happy with that for now. £) Would you be able to... |b) Tcan see your point about ... , but ... g) Lam willing to ... (ifyou ...) | ©) Can you tell me your rates for this kind of work? 1h) What about if we ...? 4) What do you think isthe best way forward? 4) The main thing for me is... ©) Im sorry that we couldn’s use your services i) Let’ talk next week. this time, but [ hope there will be another opportunity. 1 Asking for information What are your usual charges for a job like this? / .¢, 2. Requests Do you think you could ...2/ 3. Emphasizing a point My main concern at this stage is... /... 4 Asking for a suggestion How do you think we should deal with this? / 5 Making a suggestion Why don't we ...2/ 6 Negotiating: being firm Tunderstand what you're saying about... but .../ 7 Negotiating: being flexible I would be prepared to ... (if you...) / 8 That’ fine. Let's go ahead on that basis. / 9 T'llbe in touch soon. | look forward to working with you. / ProfessionalComplete the sequence of emails by using phrases from the lower part of section B. Note: not the phrases in the box. recently did some training for them on a freelance basis. We need some training long similar lines for our staf: aten-session course with two hours per session | am in the process of looking at ferent options. | would be grateful if you could give me the following information: «© What are your usual charges for a job like this? ‘© Are you availabe in early September? i ‘Some of our employees have requested an online element to the course, so that they can do some of | the training at their desks. ® Your input would be valuable here. ook forward to hearing from you soon. Regards, Tariq Massi "| Dear Ms Dupuis ‘Your name was given to me by Dominique Clement at Toulouse Aeronautical Services. | understand you | | | | Best wishes, Cristine Dupuis Et In elation to your final point, | have an online reviw for every face-to-face session? I can setup this eLeaming for an addtional fe, you | CCistine, Thanks forthe quick reply. o the cost, particularly forthe ‘eLearning component. We need to discuss ths before we go any further as | want to be sure we will get good value for money. send me a sample eLearning package you have already developed, along with its costo the client? Inyour email you asked about dates, numbers, ec. | don't have that information just yet, but Im geting it together right now and ‘would host it on your own intranet, and you can of course reuse it for future courses. ||| Dear arg, thank you for your emai ||| Latach apt e with my curen rates and a st of ecent ns, Early September foks fine atthe moment. Can you let me know dates, mes, number of patcpans, et? ‘This online material reviews each session ofa ten-session traning program. The cost tothe client for this online component was 17000, and the cient has reused it ay times with other employees, ®, develop something similar for Yu for 16,000, if you paid half the amount in advance to help with my development costs. ) 9 value for money, but out training | Tatig, below youl see a link to a short eLearning course that | developed for a client in the hospitality sector. programs are compettvely priced and lam sure you will see an immediate benefitin higher product 0) Best wishes Cristine, | think we now need to have ‘a face-to-face meeting to discuss the details. How about one afternoon next week? Professional te aTCommercial: customer/supplier sequence Match words (1-6) with definitions (a-f). 1 acomplaint a) a request by a customer for a company to supply products 2 an invoice b) a document you get from someone showing you have given them money 3 a quotation/quote ©) a question you ask in order to get information 4 an inquiry 4) a document showing products you bought and must pay for (= a bill) 5 areceipt ©) something you say or write when you are not satisfied or not happy 6 anorder £) the price someone says they will charge you for doing a piece of work From the list above (1-6) find: i) three documents sent by the customer to the supplier [| / ii) three documents sent by the supplier to the customer... J. [ Complete this typical customer/supplier sequence with words from the box. acomplaint information —_es-iegeiry an invoice (with the goods) | theissue _anorder__apayment _aquotation the quotation _a receipt The customer .. ‘The supplier... 1 makes ..an.daguiey. — 2 send 3. requests a “ens gives 5 makes 215 7 makes Se ont 9 makes ao solves Below you will see eight emails between a supplier of ornamental plants and a hotel manager. Put them into the correct order. Section B will help you. a) ‘and company reception areas. We have been in business for more than ten years and have some ofthe city's biggest hotels among our clients. Please see the attached document for more details of our products ‘Thank you for your email received today. We supply and maintain large, omamental plans for hotel lobbies | ‘and prices. Ifyou need any more information, please lel me know. | saw your advertisement in a recent copy of Hotel and Catering Monthly. | am interested in your Plant i: ‘Solutions service for hotel lobbies, Please send more deta {90 ahead with the contract. | am attaching our order as a pai. Please acknowledge receipt ofthis email and Your visit fo ourhote! last Tuesday was very useful, and | now have the agreement of my ine manager to give us a delivery date ro od Professionald) e) p e) h) ‘© Onan order for just 12 plants we could not give any discount. We believe our prices are very competitive and offer excellent value for money. ‘© Our terms of payment are 30 days from date of invoice, ‘¢ Yes, it would be useful to come to the site. Is next Tuesday moming at 10am convenient for you? I can, Further to your last email, am happy to provide you with the information you need: | use the opportunity to clay any ther questions that you might have where he had watered the plants, This was not the high standard of service that we have come to expect | am writing about a visit by one of your maintenance staf eater today. He left lot of water on the carpets ‘fom you inthe past. ‘and a futher eight forthe restaurant area (variety ‘Graciosa). Would you give a discount on an order ofthis size? Also, can you state your terms of payment as | could not find these on the document you attached? Thanks for your prompt reply | am interested in obtaining four large plants for our lobby (variety ‘Grandifolia') One final do you need to come to the site to see if there is suficient ight? Our address is below. Unfortunately, alot of our regular maintenance staff have been ill recently and we had to employ temporary workers. We appreciate the time you have taken to bring this matter to our attention, and as we value our {good customer relations we are happy to give you one week's free maintenance. We wil also pay any carpet cleaning bil relating specially to ths issue (please forward the bill fo me). I apologize again for any We are very sorry to hear that the service you received from our company was not up to the usual standard. | inconvenience caused ‘We attach an invoice forthe supply of 12 omamental plants to your hotel last week. We would lke to | ‘remind you that our terms are 30 days. Thank you. Email order: 1.8 2 3 4 5 6 (later...) 7 8 Find a word (or phrase) from the emails above which mean: er aAueene Professional (email a) to provide people with something that they need. ... supply. (email b) words or pictures that try to persuade people to buy a product. (email c) to tell someone in writing that you have received something. (email d) a good relationship between quality (or quantity) and price, (email e) a level of quality, especially one that people consider acceptable. (email f) the conditions of a business or legal agreement (email g) to tell someone you are sorry for doing something wrong. (cmail h) to make someone remember something that they must do.23 Commercial: inquiries and orders ‘Look at the paragraph structure below for two emails: an inquiry (request for information) and the reply. Then write the correct paragraph reference next to each sentence below. Inquiry How you got the contact. Background: your company, your needs, why you are writing, 1 2 3 General request for information. 4 Other specific/unusual questions. 5 Close, perhaps including a reference to future business. Reply ‘Thanks, referring to the date Say what you are attaching. Highlight one or two key points. RUN Answer any specific questions. Close, saying you are ready to answer any further questions a) We are a distributor of kitchen products in Indonesia, We are interested in Lnguiry.2 b) Tam attaching our current catalogue and price list as a pdf. ©) [look forward to an early reply. Iam sure that there is a market for your products here in Indonesia. 4) Could you also provide details of your shipping times, and whether there is any minimum order. €) Thank you for your email of 4 June inquiring about our products. ) You will note that our line of MagicMix food processors is on special offer. ) Please send us information about your product range, including a price list. ‘h) We met last Thursday on your stand at the Kitchen and Bath Expo. 4) Ifyou need any further information, please do not hesitate to contact me. i) We ship the goods within 24 hours of a firm order, and our minimum order is €5,000 for first-time customers Put paragraphs (a-e) in the two emails into the correct order. Section A will help you. on some legal matters | ) In paticular, we would lke to know your experience in dealing with elspues between companies | involved in importexport ‘| am emaling you via your webste, which found through a Google search, 4) An early reply would be greatly appreciated. a) We are a Turkish company exporting tothe EU, and need a frm of lawyers in France to represent us | & l | | €@) | would be grateful for some information about the legal services that your frm offers. tl Paragraph order: 1. 2 3 4 5 Professionala) We feel sure that we willbe able to represent your interests here In France. May | suggest that I call you at your convenience to discuss the matter futher? Please lt me know when would be a good time. look forward to hearing from you soon. ) Thank you for your email of 4 December asking for information about our legal services. +c) You ill also note that we have represented several Turkish companies, including one of Turkey's major {exile exporters. Naturally, our experience inthis field includes resolving contractual disputes. 4d), You will se thatthe pdf includes alist of our recent clients, and tha the lst includes many welF-known, ‘company names. 2) | am attaching a pa that gives full details ofthe services we offer. Paragraph order: 1 2 3 4 5 Complete sentences 1-12 with the pairs of words in the box. Check the meaning of any unknown words in a dictionary. amend/accordingly apologize/inconvenience assure/attention _ateachedhdelag discount/repeatfirsttime/pre-payment _goods/firm _gratefulfreferences processed/track quotation/eredit _recordsfoutstanding _stock/supplies | 1 Please complete, sign and return the _ atdached...__. form asap so that your order can be processed without any delay. 2) We would be if you could supply the usual bank 3° Our normal terms for customers are 50% 4 have spoken to my line manager, and we are pleased to offer a small ‘on this. ‘occasion in the hope that it will lead to orders. 5 The will be shipped on receipt of a order. Our normal lead time before shipping is ten working days. you that your order will have our full and that we will you immediately of any out-of-stock items. 7 Weaccept your and will ask our bank to issue a letter of shortly. Please ship at the first available opportunity. 8 Your order has been - You can the shipping progress on our website. Just log in with your customer derails and look at the My Orders section. 9 We note from our that payment of invoice 5718 is still 10 This item is temporarily out of , but we expect new shortly. LL Thank you for bringing this matter to our attention. We again for any which may have been caused. 12 There is a mistake in the invoice. The correct information is given below. Please ‘your records and resend a new invoice, Professional see 124 Commercial: discussing terms Match words (1-8) with definitions (a-h). 1. discount a) the legal conditions in a sales contract 2 credit 'b) when the item leaves the manufacturer or warehouse (= dispatch) 3 terms ©) the smallest number of items that ean be supplied 4 minimum order 4) a reduction in the usual price of something 5 warranty €) when the item arrives at che premises of the customer 6 procedure 4) the correct or usual way of doing something 7 shipping date 2) an arrangement to buy a product and pay for it later 8 delivery date 1h) a written promise to repair or replace a product if it is faulty (= guarantee) Now match each group of verbs below with one of these nouns: an agreement, a compromise, an offer, an order. Check any unknown words in a dictionary. 9 cancel/confirm/make/place/teceive 10 accept/increase/make)reject/withdraw 11 keep to/make/negotiate/reach/sign. 12 accept/agree on/find/reach/suggest ‘Complete the emails by writing one word in each gap. The first letter(s) have been given. Email 1 Dear Ms Newman Thank you for sending the pf with your current catalogue and price /is# We are interested in purchasing 5,000 “pie, of product ref TG67, and 2,000 of product ref K800. However, there are one or two things we would lke to clarity before going ahead with a firm So 1 Doyou give any ‘on an order ofthis 2 2 Would you be pre totus have the goods on or 2 Other suppliers ofer us 60 days from the "inv. date. We can of course supply the usual bank “ref 3 We can find no mention of shipping times in your documentation. We need these items by the end of October at the ‘a, Hfwe can re, ‘an agreement on these matters, we are sure that we can do more business with you in the future. We are a ‘w_ kn ‘company that has been in the market for over 20 years. We look foward to hearing from you soon. Pavel Witkiewicz | ProfessionalEmail 2 |) Dear Mr Witkiewioz I Thank you for your email of 2 August regarding a possible order for our products ref ns. TG67 and KB00. | wil go trough your questions inorder. t i | | 1 in'%ey to discounts, we would be happy to lt you have a discount of 5% on an order of | this size | 2 with oreg to your request for credit, unfortunately, we are notable to offer 60 days | criti 87 + customers. However, lam sure we can find an acceptable ‘com {n view of your reputation inthe market, our ace department wil ‘agree to 30 days, with no pre-payment necessary, You mention bank references, and yes ~ our normal | pro is to check these. So we will be requiring full bank detalls if you decide to go | ‘tah with an order. || 3 Your final question is about shipping, We can supply the items you require directly from ‘isto «and the goods wll leave our warehouse within two working days of a fim order. | Please also note that we have recently improved the functionality of our website, and itis now possible to | py, ‘an order online. Alternatively, you can print out the attached order form, if | itn, sign and fax ito us, | have arranged for a member of our customer services team to ®g you 2 cal later in the week. They willbe abe tod wih any further question. Thank you for your interest in our product. Sylvia Newman C Underline the correct prepositions in each sentence, without looking at emails 1 and 2 above. 1 Thank you for/about your interest in our products. ‘We are interested in/to purchasing 5,000 pieces. 2 3° Do you give discounts tofon an order of this size? 4 We will be happy to deal tofwith any further questions. 5 Isit possible to buy the goods on/with credit? 6 We need these items sntil/by the end of October at the latest 7 Lam sure we can reach an agreement onifor this matter. 8 We have 20 items onfin order with you. Have they been shipped yer? 9 Thank you for your email about a possible order by/for our products. 10 In relation with/to discounts, our terms are 5% for an order over €10,000. 11 We offer a discount offby 5%. 12 With regard to your request forlof 60 days credit, unfortunately we are not able to do 1 13. There are one or two things to clarify before going ahead/in front with an order. 14 Our company has been onjin the market for over 40 years. 15. This product has been onfin the market for over a year. 16 We are prepared to compromise at/over the question of splitting the extra transport costs. 17 We can supply the items you require directly offrom stock. 18 The goods will leave our warehouse withiniatil two working days ofa firm order. Professional de 5325 Commercial: asking for payment A. Make complete sentences by using one phrase from each column. 1. Lwish to draw — overdue payment to continue 2 There isan — be allowed to my two previous emails. 3 We are concerned that — your attention ——— received your attention. 4 This situation cannot the matter has not yet ‘on your account, 5 We must urge you to take your cooperation in to recover the money. 6 We have sill not but to take legal action the outstanding sum. 7 We shall have no alternative received payment for resolving this matter. 8 We would appreciate immediate action to settle your account, Note: overdue and outstanding = ‘not yet paid’; to settle = ‘to pay all the money you owe’ 5 Read the emails below. Which email is the first reminder second reminder third reminder final demand Email 1 Following my emails of 12 March, 31 March and 15 April must inform you that we have stil not received || payment for the outstanding sum of 4,500, Unless we receive payment within seven days we shall have no alternative but to take legal action to recover the money. Email 2 ‘According to our records, the sur of 500 is stl outstanlng on your account. ‘We would appreciate your cooperation in resolving this matter as soon as possible, , Email 3 | wish to draw your atention to my previous emais of 12 March and 31 March about the overdue payment ‘on your account, We are very concerned that the matter has not yet received your attention. Cleat, this | situation cannot be allowed to continue, and we urge you to take immediate action to clear your account. Email 4 ||) on 12.Mereh | wrote to you regarding your company’s unpaid invoices. The outstanding amount is 500, 4 We note that this amount has still not been transferred to our bank Please settle the aocount without further delay. cs wl Professional