D1.LAN.CL10.10 Slide 1. Assessment Assessment for this Unit may include Oral questions Written...
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Transcript of D1.LAN.CL10.10 Slide 1. Assessment Assessment for this Unit may include Oral questions Written...
PREPARE A BUSINESS LETTER IN ADVANCED ENGLISH
D1.LAN.CL10.10
Slide 1
Assessment
Assessment for this Unit may include
Oral questions
Written questions
Work projects
Workplace observation of practical skills
Practical exercises
Formal report from employer or supervisor
Slide 2
Prepare a business letter in advanced English
There are three elements in this unit:
Element 1: Recognise the purposes of different types of business letters in the workplace
Element 2: Understand the conventions of writing a business letter in English
Element 3: Apply the conventions of writing a business letter in English
Slide 3
Recognise the purposes of different types of business to business letters in the workplace
The performance criteria for this unit include:
1.1 Identify the purposes of various business to business letters
1.2 Identify the purposes of business to customer letters
1.3 Identify the purposes of letters from employer to employee
Slide 4
1.1 Identify the purposes of various business to business letters 2There are many different reasons why a business may send another business a letter :
Explaining terms and conditions
Complaining about faulty goods or poor service
Requesting a refund or exchange
Giving a price quotation
Giving or refusing a credit application
Sales letters or product information updates
Introducing a new person or policy
Invitations to a product launch or event
Persuading through promotional material or marketing and sales offer letters
Slide 5
1.2 Identify the purposes of business to customer lettersSome examples of purposes of business to customer letters include:
Confirming bookings, itineraries, payments
Sending an invitation
Offering special deals and discounts
Persuading
Providing information about terms and conditions
Responding to a complaint, suggestion or enquiry
Thanking and welcoming new customers
Slide 6
Complaints
In groups, discuss the following:
Have you ever had a bad experience while travelling?
What was it?
Was it someone else’s fault or was it yours?
Who did you complain to?
Slide 7
1.3 Identify the purposes of letters from employer to employee
There are many different purposes for letters from an employer to an employee and these could include:
Confirming employment and welcoming an employee
Outlining company policies and procedures
Explaining employee’s responsibilities and entitlements
Congratulating and acknowledging fine performance
Confirming staff appraisal outcomes and training plans
Warning and/or dismissing
Slide 8
Job Advertisement
Front-desk attendant required
187 room, 5 star hotel in the heart of Roma
The suitable candidate should have experience in front office computer
systems, be able to work in a team and have high standards of customer
service.
Please send your CV and letter of application to:
Mr Marsha Thana
Personnel Manager
Roma Hotel
67 Makan Road, Roma
Phone 456 222 980
Applications close on 30th July.
Slide 9
Listen, speak, take notes
You are now going to do an activity which requires you to listen, speak and take down notes. Read the following instructions:
Your trainer is going to give you a job card
Read the job card carefully
Look up any words from the job card that you do not understand
Move around the classroom and ask other trainees ‘What do you do in your job?’
Listen carefully as other trainees read out their job description
Write the name of the job and the trainee’s name in the spaces provided on the survey sheet below
Slide 10
2.1 Identify an appropriate format for a business letter
(1) Jester Restaurant & Bar 22 Long Rd, Mayes, UK
(2) 1st April
Harry Stone
(3) Chief Accountant, Big Beer Brewery
The Industrial Estate, Bruntsfield, UK
(4) Dear Mr. Stone,
(5) I am writing to request a refund or replacement for our last shipment of beer we received on the 8th September. 27 bottles were broken or damaged. Attached are several photos of the damaged goods.
Please advise when you can respond to this request.
(6) Regards,
(7)Caroline Hobbes Caroline Hobbes(8) F& B Manager
Slide 11
2.2 Explain the importance of tone when writing a business letter in English
When writing a business letter there are many factors to consider including:
Understanding the purpose of your letter
Identifying who the audience is
What is the intended outcome of the letter or what do you want readers to learn or do after they read the letter
Understanding the relationship between your role and others. For example, you may use a different tone when writing to your boss as opposed to writing to a close colleague in the same position
Slide 12
Using the appropriate tone
Tips for getting the tone right
Use fairly formal tone
Don’t be too formal if the situation does not require it
Avoid CAPITALISATION as this is the same as yelling when writing
Use short sentences
Create a compassionate and professional tone
Avoid using the passive voice (for example, ‘You can write a letter.’ not ‘A letter can be written by you.’)
Use the pronoun ‘we’ or ‘the organisation is happy to....’ or ‘the resort ...’
Use the active voice (for example, ‘We made a mistake with your delivery.’ not ‘A mistake was made with the delivery.’)
Be careful when using the pronoun ‘you’ as it sounds accusatory in some instances
Use the pronoun ‘you’ to create a closer relationship to the reader (for example, ‘You can use the internet facilities for free.’ not ‘Clients can use the internet for free.’)
Slide 13
2.3 Discuss the type of language preferred in business letters in English
You should use:
Language that is unambiguous and concise
Active voice rather than passive, for example, “I will discussthe matter with my staff.” not “The matter will be discussed.”
Friendly language that avoids difficult vocabulary and complex sentences
Language that is specific rather than general, for example, “I will get back to you by close of business today.” not “I will get back to you later.”
Non-offensive or sexist language
Polite language; not bossy or demanding language
Offers of assistance in the last paragraph, for example, “Feel free to contact us for further information.”
Correct grammar and spelling with a clear order and cohesion of ideas
Correct spelling and punctuation Slide 14
2.4 Plan a response to a business letterAfter carefully reading the letter or email that you have received, it is important to plan how you will respond. Before writing your response you should:
Read the letter again and identify all of the main points
Determine the purpose of the response
Identify the audience or reader
Note down everything you need to include in the response
Make sure that you cover all parts of the letter
Put your points in a logical order
Determine the correct format for the response
Slide 15
Summarising the main points
When summarising a letter or text you must remember to:
Only include the most important points from the original text
Keep the summary as short as possible
Do not include any extra information that is not in the original text, or any personal opinions about the topic
Leave out descriptive words, such as adjectives and adverbs
Write the summary in your own words
Slide 16
Header
Slide 17
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3.1 Apply an appropriate format for a business letter in EnglishIt is important to:
Use the appropriate format for the style of letter
Write the sender’s and receiver’s address in as much detail as possible and in the correct order
Write the month of the date in words not figures
Use the correct title for the receiver
Use the correct salutation and close, for example, Dear/Sir with Yours faithfullyDear Mr/Ms. Smith with Yours sincerely
Include your job title, if appropriate, in the signature block
Leave a space between paragraphs
Slide 18
3.2 Use an appropriate friendly and professional tone when writing a business letter in English
Slide 19
Dear Sir/Madam,
I am writing to enquire about our booking request which we belatedly lodged with your establishment earlier this month. Although we sent our booking several days ago, we are as of yet to receive a reply confirming our forthcoming lodgings. This may be due to the fact that you are currently being bombarded with requests and are thus pressed for time to engage in correspondence informing us that our booking is granted. We are currently in the midst of arranging our travel itinerary and it would be most gracious of you if you could acknowledge our room booking so as to be able to complete our preparations knowing that we have a roof over our heads when we arrive.
Yours sincerely,
Baron Munster
Tone
Slide 20
Baron,
I already emailed you two hours ago and confirmed your booking.
CHECK your emails in future before you blame others for not doing their job!
Regards,
Anne
3.3 Use the type of language preferred in business letters, including correct spelling, punctuation and grammar
When writing business correspondence you should:
Include the necessary information that responds to the reader of the letter
Always plan before you write
Make sure the information is in a logical order
Use simple and polite language
Make sure that the your writing is clear, concise and easy to understand
Avoid using colloquial language or being too informal
Avoid using pompous or overly formal language
Be accurate in your writing using correct titles, names, figures, dates and times
Check your writing when you have completed the letter and pay attention to spelling, grammar and punctuation Slide 21
What is a paragraph?
Slide 22
A paragraph is a group of sentences. In a good paragraph, every sentence is about the same topic.
For example, if the topic is about the best tourist spots in Russia, then every sentence in the paragraph is about those tourist spots.