English for Work - Everyday Business Writing

8/16/2019 English for Work - Everyday Business Writing

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Pearson ducationimitedEdinburgh ate, 'larlow,Essex, M20 JE, nglandandAssociated ompanieshroughoutheworld

www.longman.comCopyright lanBadger ndSue Pedley 003

All ights eserved; o partof hispublication aybe eproduced, tored n a retrievalsystem, r ransmittedn any ormor by anymeans, lectronic, echanical, hotocopying,recording, r otherwise ithouthe priorwritten ermission f he Publishers. hemoralright f he author as been sserted.

First ublished 003

Sixthmpression 009

lsBN- 78-0-582-53972-3

Set n Univers ondensed optPrintedn Malaysia, HL

Designed nd ypeset yRockGraphics

lllustrationsyRoger ereday

AcknowledgementsWe would ike o hank Helen arker orher help n developinghisseries, aggie o StJohn,Christineohnson, ulieNoviell, eresa iller nd,Maria elleror heir aluableinput ndDianeWinklebyor her helpwith he British/Americanifferences oxes.We would lso ike o hankHans-Juergen rell t Deutsche elekom nd earners romUPM-Kymmeney,MetsoPaper alkeakoski y,MetsoPaper BSundsvall, agfors ndGrdstorp, oldwell mbh, usiness ndMedical nglish ervices ndFilton ollege,Bristolor piloting nd eporting n he materials.

Cover hotograph opyright Photonica



GontentsIntroduction page

I Thebasics Beginnings nd endings Basic ayoutpage Thewriters now ach ther ell A standard etter

Thewriters now ach ther A memoThewriters o notknow A group maileach ther

2 Making ontact Messages Messagespage 5 A firstcontact roman A first contact roma company

individual A replyAnacknowledgement A request or urther nformationA reply Introducinghe companyChasing p nformationA reply

3 Arrangements Arranging visit Travel rrangements Taking nd orwardingpage 3 An nvitation Arranging n tinerary messages

Replyingo an nvitat ion Making booking Leaving messageA confirmatio n Confirmingreservation Passing na messageSending irections Checkingravel ForwardingmessageChasing p nformation arrangements Anacknowledgment

Anautomatic mail eply

I Meetings Setting p a meeting Setting p a meeting Meeting ollow-uppage 3 Suggesting meeting Settinghe agenda Minutes f a meetingSuggesting date, imeand Changinghe agenda Suggested mendmentsplace Negotiat inghanges CommentsAgreeing Finalisingrrangements ThanksConfirmingmeetingAnurgentmeeting

5 Enquiries Messages Messagespage A general nquiry Specific nquiries

A reply Advice nd ecommendationsA further equest A request or nformationA reply ForwardingrequestA cover ote Providingetails

6 Orderc, ealing 0rders Dealing ith problems Dealing ith problemswithproblems Requesting quote Problems itha schedule Unacceptableervicepage 1 Placing irst order A reply A reply

A reply Damaged oods MisleadingnformationPlacing repeat rder A reply A reply

Rejecting complaint7 Short cpofts Providing nformation Focus n acts and igures

page l A request or nformation Presenting umbersA short eport DescribingrendsAskingor missingnformation Making omparisons

Providingfurther informat ion Drawingconclus ions8 Personal Messagesmessages Appreciationpage 9 Congratulat ions

MessagesGood ewsReplyingo good ews

Replyingo badnewsA reminder

A personal nnouncement Bad newsSaying oodbyeSayinghank ouRespondingo hanks Replyingo a reminder

Glossary page 7Answers page 6 aAppendices

I Punctuation page 22 Dates nd imes page 33 Abbreviations page 5



IntroductionEng|bh ior WodrThe ooksn his eries resent nd ractise poken nglish nd ractical ritingoreverydaycommunication;hey eature eywords nd xpressionshichwillhelp ou na wide angeofwork ituations.he arget anguages ntroducedhrough hortexts, nd eveloped nlanguage otes nd ractice xercises.

At heback feach ook here s a glossary hich ontains ighlightedanguageromhetexts. ranslationsf heglossarynselectedanguages, anbe downloadedrom heLongman ebsite, vnr.longman-eh.com.

The eries s ntended or ntermediateevel earners. veryday usiness ritingwilleusefulsupplementaryaterialfyouarepreparingorbusiness nglishxaminationsuch s heUniversityfCambridgeusiness nglish ertificateBEC),articularlyhe Reading nd

Writingaper, nd heLondon hamberfCommercend ndustryLCCI)nglishorBusinessexam.

EYeryday Bueinerc WrifingEveryday usiness ritings suitableoranyone ho uses nglish n he business orld, ndforstudentsearningocationalnglishnadult ducationlasses, chools,ollegesnduniversities.

The ook ocuses neveryday usiness riting, hich,n oday's usiness orld,s usuallysent y email. he ook lso ontains ome xamples fother ypes f writing uch s etters,

memos,elephone essages nd over otes.

Emails reoften hort nd anbevery nformal.owever,ven f anemails nformal,t shouldstill eaccurate, ppropriatend asyforthe eaderto nderstand.mailsan lso e ormal- forexample henwritingosomeoneor he irst ime, our mail an be ustas ormal s aletter. here s nostandard tyleoremail riting nd he book eflectshis act n he ange flanguage resented. ne ointo note ere s he use fcontractions.ome eopleend ouse ontractionsl 'l l allyou);othersrite singullformslwillcallyou).nmoreormalletter riting,ull orms re ecommended;nemails itherorm s used.

Youmay ind he other itles n his eries elpful:

EverydyBusiness EngishEveyd yTe hn ca EngishBusiness ese tati n



llow to use the bookFirst f all,work hrough nit1 The basics. his unitsets out basic uidelinesorwritingemails ndprovides xamples f style nd ayout. ou an hen eitherwork hrough he bookunitbyunitor choose ne hat meets our mmediate eed.Note hat n most f he

examples, he ocus s on he body of he email. he Subject ox and To/From oxes orexample renotalways ncluded.

You an use he contents age o search or differentypes fwritten ocuments. tart achchapter y ooking t he Useful hrases. hen ead he exts and study he accompanyingnotes. ertain hrases ave een ighlighted hat have particulareatures ssociated iththem.However,t is worthwhile oting ther phrases hat appear n he exts, whichareequallymportant ndcan also e seen s keyphrases. se dictionaryo check ourunderstandingf he anguage resented nd efer o he appendices t he back f hebook.

0n he notes ages ou will ind nformation nsome ifferences etween veryday ritishandAmerican sage.

Afterstudyinghe exts and notes, ork hrough he exercises; eferback o he exts andnotes s necessary. ouwillfindanswers o he exercises tthe end of he book.

Finally,efer o the glossary t he backof he book nd est yourself nyourunderstandingof he highlighted eyexpressions. rite ranslation$ f hese xpressions, gain sing

dictionaryf necessary. isithe English or Work ages n he Longman ebsite here ouwill ind ranslationsf he Glossaryn a selected umber f anguages.

You an use his book.for elf-qtudyr witha teacher, ood uckand enloy.buildingour'Everyday usiness riting ' kills

lan Badger ndSue Pedley, r istol .2003

Some ecommended aterialso accompanyhe EnglishorWo*senes:

Longman usiness nglish ictionaryPenguin uick Guides; usrness nglish hrasesPenguin uick Guides; usrness nglish erbsPenguin uick Guides; usrness nglishWords



Thn basfcsSome useful phrases.

Howare ou?

Howdid he meeting o?It wentverywell.Itwas good o alk o youyesterday.I enjoyed eeting ou astweek.

Thank ou oryourmessage.l'veattached copy of my eport.Everythingooks ine.Nochanges eeded.Laurent please ake he arrangements,

Please al lme.Please onothesitateo contact e.I look orward o meeting ou on Friday.Lookorward o hearingrom ousoon.See ounextweek.Allthebest.

Laurentpleasearrangethe

music or heoffrce arty.

] /Laurent Pleasearrange hemusic or heoffice artY.



and endi

c0urse

ldtlf'r,Everythingooksine. lt cfigffimam See ounextweek.

All the estKim

The writers know each olfrer

Smi, ri l'It wasgood o meet ouat he conferenceastweek. wouldike o nvite ou ovisit s on Monday 5Mayat 1:1 so hatwe can ontinue ur iscussions.hope hat ou an ome.lkdmd

t*ilffiHead fPersonnel

DearMrsGonzalesThankyoufortheinviia t ion.Wagainon25Mayat1l : l5a 'm.Yours incerelyTarja ovotna

Tlre writerc do not know eaeh odrer

0tr,*l#lfr&I would ike o check ur nsurance over.We willbe shipping ewequipmento our Birminghamffice exmonth. o we need o change ur policy rwill t becovered?YenCSDrSlackffi*ilri*,W

DearDrSlackThis s o confirmhat yourcurrent olicy overs ou and hat youdo not need o take any urther ction. lyou have ny otherqueries, lease o not hesitate o contactme.Yours incerelyN.Nuul Administratorl

Tlre writers know eaeh ottrer well

tlif,in

lbw m W? lt was good o talk yesterday.fufimlicingthr&ilsof the Leadership ourse nd wantto be surethateverythings correct. anyoucheckthe rochure gain efore tgoesto the rin ter,special lyages -7? Please mai lme or cal lme onmymobilef any hanges reneeded.Bdngndf :

Anders



outlelter

Sasic aA standard

A memo

A group email.

Suljr.t,

D Attochmenlc: i/at

ffiltm*';ffi4i$ffi;lt #ffi#leffir for the annual dinner. Please et me know whatyou would ike by the end of this week.i$ii{l*ffi;iitiffii;***iii$r****:"Anff *iMtii$iiHror the music.

Thanks .Klaus

HardvHeywa

-iJ: ?""

rd7 NoginRoadShipsamNorthshireKT349PUK

18April20-

# ffi#;[ p**r,

i#*#l*n*t*iiw€di$sref :$ffita**:fuls$ffi*g#rb:W I am going o be n Amsterdam nJuneand'il.wld like to.trrqe a meetil4'*i6r'yw as you suggested.#&,hau,e,manllaeff.pr-odr*t$ that I am sure will interest you.

&*ld,.trmu..le* ne knon'ff you are availabld onJune 5th or 6th?* toot forward to hearing frorn you soon:Yours sincerely,

lsatbel HatvdyIsabel HardyPartner

To: All Heads of DepartmentFrom: Pamela NewmanDirectorof Corporate Planning

Date: .14 Juqe 20 -Subject: $gent visit

#ryS#***t#ffiEun Joo, our Korean agent, will be visiting he company nextFriday 21 June. You are invited o meet her in the Conference Room at 10:30 a.m.

Eun Joo will give us the latest nformation on the Korean market, and she willanswer any questions you may have. There will be a buffet unch at midday.

kesr*m drs.you.wl#..



NotesDear Mr Loelgen,

Note hat some people prefer o write acomma (,) after Dear Sir,Yours aithfully, etc.It is now more usual o leav e out the commain bo th formal and informal etters andmessages.Be consistent. f you use a comma after DearJohn, use a comma after Yours sincerely.

It was good o meet youat the seminar n Paris.Remind he reader f the irst or previouscontact.Do you emember hat we met at the Expopresentation?We spoke at the recent conference.

... I would like to anange a meeting with you ...Open ormal correspondence ith a clearstatement f why you are writing.I am writing o confirm arrangements.I would ike to check some details withyou.

We have many new products ..The next sentence(s) ontain(s) our mainmessage. ther possibilities:Itwouldbe good o continue ur discussions.

I would ike to show you our new brochure.Could you letme know il you are available ..

Use couldto make polite requests:Could ou et me know as soon as possible?Could ou call me?

I look forward to hearing from you soon.Formal e t ters sual ly nclude poli te inalphrase. Other examples:I look orward o meeting ousoon.

Looking orward to your reply.Please otethat...

Please ote hat... s a common way ofintroducing mportant nformation n aformalmemo.

Please oilinn that youcan attend.Other ormal polite equests:Please eply as soon as possible.Please ontact me by Friday.

Dear allA common reet ing hen an email s sent oa group.Other reetings:DeareveryoneDear colleaguesHelloeve yone informal)Note hat group emails an also be sentwithouta greeting.

l've attached a copy of the menu ..Otherways o indicate hat you haveattached file/files o your email.Here s the menu.The eport s attached.lfyou want o be more ormal you can say:Please ind attached he report as requested.Herewith he files you asked or.

Laurent, an you make he arrangements ..Note how we ask an ndividual o dosomething n a message ent o a group.

Use a comma ,)or a dash -) after heperson's ame;John, please callme when you eceive his.Sonia can you orward his message o Oliver.

ffidilcnncct,Egeau*e rnail s international, hsdifferancss n BritishEnglishand American,Eng,lioh yles ers becoming ewar (UScmails may sometimes be mors infomal

than UX emsifs),,However, oms gEgtorssuch as nancial, banking and egal preferformality. n thcse eases, address people bytheir titlee, avoid contractions and slang, andbe concise and o th6 point.



Fractice1 Match tlfe opening

a Dear i r

b Fred

d Dear r Somerset

e Hello veryone

greeting with the most suitable close.h,

(il Yoursaithfullyii Allthe est

i Best egardsii Yours incerelyi With erybest egardsii See oui Yours incerelyii Best ishesi Yoursaithfullyii Regards

more informal.autrITT

Iu. I

TIT

bii i

cii i

dii i

eii i

2 Tick the phrase in each pair which isa i HiFausta

ii Dear austa

f ii i

Yours incerelyRegards

Noproblem.There s no problem.

I would ike o nvite ou o visitouroffice.Come nd visitouroffice.

Please onfirmhat yogcan attend.Letme know f yoy can come.

Thanks or he dinner.I would ike o thank ou or he dinner.

Gomplete the sentences with a preposition.

ExAtptE: am very nterested ilt . coming o the seminar.a l lookforward . . . .hear ingfromyou.

b We met. . . he Shanghai eminar.

c l 'd ike o make ome hanges. . . the programme.

d Thankyou. . . .yourmessage.

e l ' l l seeyou . . . .M0nday. . . . .3p .m.

f Cal lme. . . .mymobi le .g Therewill bea buffet unch . . . midday.



Put the correct form, -ing or infinitive, in these sentences.ExlMpr"E:leasegp.\-+iH. (confirm)thatou an ome.a Can ou . . . . . (check)hebrochureorus?

b l lookforwardto . . . . . .( receivel the

ocument .c I enjoyed. . . . . . (meet lyou as tweek.

d MrLahtinenillbe (visit) elsinkitomorrow.

e Could ou etme . . . . . (know)feverythings 0K.f How id he meeting (go)yesterday?

g I am (write)tosk ou orsome dvice.

h Thiss to . . . . . . (conf i rm)ourconversat ion .

Match the two parts of the sentences.1 l 'm ust inalising2 Please eteveryone3 l 've ust ad message4 Please onfirmhat ou an5 Wemet ecently6 John7 | really njoyed8 | have ttached

6 Order the sentences into aAn informal mesrage

a I couldn'tind t hismorning.b l'llbe back n he officec Good orning,an.d Did ou endme he mao est(

a the iles ouasked or.b fromHead ffice.c come o he meeting.d meeting ou astweek.e the arrangementsor nextweek.f know boutthe rrangements.g please ake he necessary rrangementsh in he London ffice.

e Maijaf The ax number s 9505142.g Could ou ax t again.h later his afternoon.

message.

Did ou endme he map esterday?



OthaKrngSome usefrrl phrases.

I have een headvertisementnyourwebpage.

Couldou lease endme ome ore nformation?Thank ou oryour mail.I have ttached napplicationorm.Please eturntto us.Pleaseetme now fyou eed ny urther nformation.Wearewritingo nform ou hatwe areorganisingmeetingnTokyo.Can ou ompletehe bookingorm?Please ake ook tourwebsite.I lookorwardo hearingrom ou oon.Wewere ery nterestedo hear boutheconference.Weare n establishedompanyn he UK.Weexporto Brazil.Lookingorwardo seeing ou nToronto.

I . .9- \ ' ,



A firstrgl

Ant3l

Messagesdontact fiom an indhlidual

Dear Ms Giles{*r*,r{i*xi:*t*: iM,,gtLw :FlF and would like to apply for theg$,ofInternational Marketing Manager. 'fd:cgti 3lt$.:irt,:liqqisqn.I would be grateful f you could send me an application orm and some nformation bout he post.Thank you in advance.Yours sincerelyJean-Luc Reigniers

acknowledgement

DearJean-LucT&rurkryutr$or your €meit I m Blead.&#anhrq$'i .i lfi *,ffiand

information about he post, lt.,&tl#"Could you also complete he attached questionnaire nd return it to us by the end of the week.I look forward to hearing rom you soon.Best regardsSara GilesHuman Resources Manager

A rcplyl5l .

Giles

Please ind attached my completed application orm and a copy of my SV for your information.l bch.furd.b yow n$y.Best regardsJean-Luc Reigniers

Ghasing up inlomation

DearJean-LucThank you for your recent application. However,we have not yet received our completedquestionnaire. Could you please efurn this as soon as possible.

Fffifu*l*hiffie,km.rrW*.Best egardsSara Giles

Dear Ms GilesPlease ind at tached my completed questionnaire.

f$' illuffi1*i*ttr*,ii*S1*H* 08120745614 f you need any further information.Looking orward to hearing rom you soon.

Best regardsJean-Luc Reigniers

A reply{-l



NatesI have een he advertisement nyourwehpage ..

Emails enerally pen wittra clear point ofreference.Thanks or your email.We met at the conference ast week.I read your epoft with nterest.

. . . post . . .Postis n alternative ord or ob or position.

I am currently workingas a MarketingAssistant or a puhlishingcompany n London.

Saying more about our current ob:I have been workingas a Sales dvisorsinceMay.I have been n the Export Business or threeyears.I havebeen a lecturer ince 2001.

Thank you lor your email.This s a standard esponse o an email.When eceiving n email rom someone orthe irst ime you could also say:Thank ou or your nterest n our company.We were pleased o hear hat you are

interested n ...I am pleased o attach our online applicationform ..

Documents entwith an email are attachedrather han enclosed s hey are with a letter.You could also say:Please indattached ..Please ake a lookatthe attachedfile ..Theattachments illgive you he nformationyou eed . .

... as requested.This s a more common expression han healternative:... which you equested.

. . . v. . .This s a document giving detai ls of youreducation and past employment, used whenapplying or a job. lt comes rom the Latin:curriculum vitae.

I look forward o your eply.This phrase s a standard poli te close o anemai l .Alternatives are:I look forward to hearing from you soon.I awaityour reply. very formal)

Please et me know f youhaveany queries.This is a polite, nformal ending to themessage. You could also say:Please contact us if you have any queries.A more ormal ending s:Please do not hesitate to let us know if yourequire ny urther nformation.Aueries requestions. he singula is query.

I apologise or notsending his earlier.You oulU lso ay:I amsorry didnotsend hisearlier.I'msorry forgotto end t. informal)

Please all me on mymohile ..Note he use of prepositions n thesentences boveand below:Please ontact me on extension 32.Please isit our website at www.filton.ac.uk.

You an email me at [email protected].

Erldil/Amrican d{torncoBdtirh AmedcanI have een he I saw he advertisement..advertisement... Note:American nglish

apalogise

cv

usually us€s ho simplepast ense.

apologize

resumENoto: n AmerieanEnglish CVis ucuallyressrved ol acaderl capplications.

Flaase allmaan Please allme on nyny nobile. cell phone.

Please ontact me Please ontact me atan extension 2. extension 32.



NotesWe are writing to invite you o a corrterence ..

ln formal written communicatio ns t i s morecommon to use he full verb form We arewritingrather than We're writing. Companieswiffalso use We rather han /whencontacting someone or the first time.

Please ake a look at our website ..An alternative s:Please isitour website ..Youwill find our website at ...

... the conference chedule ..This s a detailed lanof what will happenand when t will happen.Note hat an tineraryis he detailed cheduleor plan of a vis i tor rip.

. .. the forthcoming conference . . .Something hich s forthcomingwill appensoon.

... and (wel would like to attend.Noticehow it is not necessary o repeat wein this sentence.

. . . a s tand . .

At a conference r exhibition stand s asmall area where a company an display tsproducts r give out nformation o visitors.

Couldyou please send us a ... summary of yourcompany...

A more ormal alternative s:We would be grateful f you couldprovideuswitha summary ..

A summary ives he most mportant acts n

a briefway.... by the end of the week.

By he end of the week s used o say whenexactly ou want something one. Otheralternatives re:... before Friday.... on Monday t a.m.... within he next 24 hours.... in an hour.

We are an estahlished ompany n the UK ..Otherways o describe company ouldinclude:We are a large manufacturing ompanyspecialisingn ...We are one of the eading roducers f .. .We are the eading exporters f ...

... manufacturing and senice industries.The manufacturingndustrymakes products osell o customers, or example ars,telephones, lothes,The seruice ndustry rovides ervices ndadvice o customers. or example anks,travelagents, hops.

. . . on-si te , . . ,On-siferaining s when he rainer goes othe customer's orkplace o give hetraining.

, . . venue. . .A venue s he placewhere an event such sa conference r meeting) akes place.

Brftish/ftneriean dllleruncceBritisha stand torconferences)

Americana booth; n exhibit

experience f ..ing experiencen...ingorganiser organizerprogrammes pr0grams

{Note:This Americanspelling of programs eused n British Englishbut only to refer ocomputer programs.)

venue In American English(not used n this locationor sife wouldway in American be more usual.English)

speciatising specializing



1 Gomplete the sentences with a preposition.EtoMptE:e are a leading xporter.gf electrical oods.

a I amcurrentlywor king . . .a FinancialAdvisor.

b I would ike o apply . . . the position fChief xecutive.

c I have eenworking. . . . . . . . . ramcosince arch.

d I enclose napplicationorm . . . requested.

e I would ike he workcompleted . . the end of he week.

f Please elephone e . . 0039 572 4698.

g Please mail me . . . [email protected] any urther nformation.

h We are a argemanufacturingompany pecialising . . . glassware.2 Match the words with the correct definition.

1 stand i 0uestions ou ask o get nformationr o checksomethings rue or correct.

Fracti

2 itinerary

3 equipment

4 queries

5 post

6 venue

IV

Vt

.v i

The ools or machines ouneed or a particular ctivit

A small rea t a conference r exhibitionherecompany an show ts products rgiveou t

informationo visitors.Theplace here n event akes lace.

A detailed chedule r plan f a visit r rip.

A ob or a positionn a company.

Fill in the gaps with words from the box below.

"A*neomirf summary questionnaire

on-site range producer service

ExlrMITE: e are pleased o invite ou o our f.qrfh99.tflthg. conference n 0hio.

a We can arrange raining rogrammes ither . . or online.

b Our ompany roduces wide . . . ofproducts.

c We are he eading . . . of cars n Germany.

d The . . . sector ncludes usinesses uch s banks nd ravel gents.

e Can ou prepare short . . . . for he monthly eport.f Could oucompletethe t tached. . . . . . . . and eturn tas soon s possible



4 Match the two parts of the sentence.

I lfyouhave ny uestions

2 | look onruard

3 Wearewriting4 We were nterested

5 Please ake ook

6 Thank ou

7 Could ou lease

a to nform ouabout ur nextexhibition.

b at our website.

foryour ecent pplication.please onothesitateo contact e.

tohear boutthe onferencenMadrid.

sendme ome urthernformation.

to meeting ou nSeptember.

cd

e

f

g

Put the sentences in the correct order.

1 Please ake a lookat our website t www.conzfi.co.kr2 We are writingo inform ou

3 Please o not hesitate o contact s

4 where ouwil l ind ul ldetails f he conference.

5 thatwe are organising conferencen NewYork

6 We would ike o invite

7 atthe end ofthe month.

I yourorganisationo attend.I ifyou equire ny urther nformation.

DearColleague

.?. We^y

e. wrilih.q.o. nf prq4. .ah

Yours incerely

JeorrgmiSeo



form or he orthcoming xhibition.-2 | would ike o apply or he post f \ UFinance fficer.We havenotyet eceived ourcompleted pplicationorm.We would ike o nvite ou o ourconferencen London.

7 Read the email and notice below and then complete the booking formWrite a word or phrase or a number on lines 1 - 5.

Equipment Booking Form

Conference ' l ' i t le (1) . . .

Name of Organiser

Equipment equired

Date needed

Venue

From'ffidl To: Jahn mith

Can you complete he attached Equipment Booking Form for theconference hat you are organising and return t to the TechnicalDepartment. will do a short introduction o I will need a la ptop and aprojector.Check heprogramme to see f we need any other equipment.Let me know if you need any more information rom me. I will be inRoom 412 all day today.Thanks.

6 Match the statement in A with the response in B.A1 | attach ur ompletedegistration

Ba We were nterested o hear about h

conference, ndwould ike o attendThank ou oryour pplication.ehave eserved stand oryou n hemain a l l .Thank ou oryour mail . ampleased o attach ur onlineapplicationorm.I apologiseor notsending hisearli

(21

(3)

t4l

(5)



ArranSome useful phrases.

We would e very leasedfyoucould isi t urcompany.

Please et us know ouravailabi l i ty.Areyou ree on Monday fternoon?

Can ou endme a map lease?l 'veattached map nd direct ionso our office.See ou Friday.I look orward o seeing ou omorrow.

l 'veput ogether n t ineraryor he Chinarip.I 'm akinghe 7:30 lighto Paris omorrow orning.l 'mwriting o confirmmyhotel eservation.

l 'msorry wasn't ree.l 'vebeen elayed n Paris .He'smissed is l ight .l 'll beaway rommyoffice or a few days.

I tried o ring ou back esterday.The umber as engaged.l ' l lcal lagain omorrow



Notes... we wouldhe verypleased f youcould visitou company ..

Other imilar hrases:We are holdinga conference n London ndwouldbe very pleased f you could attend.

We would ike to nvite you o an eveningreception.This s he ormal anguage f invitation.More nformal ays o invite eople ouldbe:Please oin us for unch omorrow.Would ou ike to visit our new factory?

Please et us know your availability ...This s a formal way of asking hen you arefree.You could also say:Whenwouldbe convenient?Are you ree on Tuesday?

Thank you for the nvitation to visit your company.This s a formal eply o an invitation rom anew contact. lso:I was very pleased o receive your nvitation.A more nformal eplywhen you know heperson ell:Thanks or nvitingme.Thanks or the nvite.

I look fonuard to your confirmation.You can also say:Could ouplease confirm his?Can ou confirm s soon as possible?

Just o confirm your visit to us ...This s an nformal ay of confirming etails.A more ormalway of saying hiswouldbe:I am writing o confirmdetails of your visit oour company extweek.

See you Friday.This s an nformal nding o an emailconfirming planned eeting/visit . moreformal ndingwouldbe:I look orward o meeting ou on Friday.

I am attaching a map ..Detailed irections re oftensent asattachments. f directions re very short, oucould ay:Leave he motorway t Junction 14, urn eft on

to the A37.Ouroffice s one milealong hisroad on the eft.

facilityThis s often sed o mean factoryorheplace where a product s made.

Follow he oad around o the main eception ..Other useful xpressions or givingdirections:Follow he main oad nto own,and you willfindus on the right.Stayon this oad untilyou each he Hotel.Keep goingstraight.Turn eft at the station.Gostraight along he corridor.

Do you know when you are planning to arriveyet?

More nformal:Anynews aboutwhen youplan o arrive?More ormal:Please dvise ourarrivaltime.

British/Ameriean difi elencesBritish AmericanItried to ring you I tried o callyoubackyesterday. backyesterday.

{Alsoused n BritishEnglish.)

The unber was The inewasbusy.engaged.finatising finalizingSome difference* in givingdirectionsLeave hematorway Leave he reeway tat Junction 4. exit14.

Onemilealong his 0ne miledown hisroad. road.lDown lso used nBritishEnglish)

Down he hall.

Keep gaing or ablock.

Note: metric distances re not used n theUS. n owns and cities, istances reexpressed n blocks the digtance etweentwo streetsl.

Along he corridorAo straightor 100metres.



]nent$Anangifig an itinerary

Simon

flm. $flffi: &&U.for the Bertin meeting. Doyou want o travel with him?

il*i iffi*;St&s. on Wednesday orning, and here's a return light onThursday vening t 17:00. 44t . a',@, t Let me know f this suitsyou.

Hotty

Gonfirming a reserration

Dear Ms Tourelle i

| l***i , t l i* ' ff i .cnmffd*ts* 'ff imadebyphonethismorning,for twosing |erooms at the Hotel Sorbonne on May 26, or Ms Scheelen and Mr Moura.They will arrive at the hotel at about 7 p.m. and they would like o have dinner at 8 p.m.

Could you please email us a map and directions?Yours sincerely

James Evans

1:e

fif$trei ,' Can you let me know what you think about it?1{1c,,qffi:*n]ffir{w*i,#sl$,Tuesday 22

llftpa,ftom ffisr at 11:05 on fliglrt llll$, arriving Manchester at 11'25Afternoon visit to Salford siteOvernight stay at Hilt on Hotel, Salford

Wednesday 23Plnk up by company car at 08:fltAll day visit to Newcastle on Tyne siteReturn l ight o Milan depar t ing at 17:05 n f l ight 8467, ar r iving at 19:20

All the bestMichel le

taking a booking

Ghecking trauel arrangements

Dear David,

$im&L:ffil*r*ftx*kit*tt: . lr. ,,re.pleqser t**iffii[*lif*hic1 a ,.ffi,on omorrow'slight o Berlin?Has Franz organised a company car to collect me rom the airport?kt me know if there are any problems.Thanks

Jo



NotesI'veput together he ollowing tinerary.

An itineraryis he detailed imetable f a visitor trip.Other erbs an be used with tinerary:Theagent has changed he tinerary.I've fixed he tinerary or our Japan rip.

We need to finalise it today.You can also say:We'll inalise he details oday.Can we finalise he schedule oday?

Departure rom Milan at ll:(E on flight 8A68, ..Note he ollowing repositions f place ndtime when alking bout rra ngements:Theplane departs rom Paris 4 8:00.I'm travelling n FlightKLM646o Osaka.

We're eaving midday.I arrive a'tTerminal gt l9:00.

Pick-up hy company car at 8:N)To pickup s an nformal xpression eaningto collect.An airportpick-up can be arranged.l'llpick you up at the station.

I'n booking Don's lights today ...We often use he present ontinuous enseto talk about uture plans and arrangements:I'm going o Paris n the morning.I'm meeting he Finance Directorat 2 p.n.I'm catching he early rain.

The Lufthansa light leaves Londonat 7;30 ..We often use he present imple ense o talkabout imetables:The rain arrives at l8:00.Theconference tartsat I a.m. omorrow.Coaches eave he airport every hirtyminutes.

Shall reserue oa a seat on the same lights?Shallis sed n offers, uggestions ndrequests or advice.Shall finish he report or you?Shallwe meet or unch?What shallwe do about he problem?

I am writing to confirm the reservation, ..Other verbs used with reservation:l'm writing o change my reservation.I'm afraid have o cancel my reseruation.Can check my reservation?

Could oucheck out the following for meplease:

To heck utsomething s an nformalway ofsaying heck:Can you check he ollowing or me please:Can you check out he light imes?You can also check utof a hotel, meaning opay and eave.We need o check out before 7:00 o catch ourflight.

Has he airline reserued an aisle seat or me ...Otherquestions ou can ask o checkarrangements:Didyou eserue window seat or me?

Have you e-confirmedmy light?Didyoubookan economy icket?

ffirruEcelBdthh +departingat 17:05

a booking/

to booktravellingmidday

American

I've ixed heitinerary.single ticketl

In a hotel:receptiona single/dauble aam

Note; The 24-hour clock ecalledmilitary ime and s notgnneralfu s$d nthe U5. Timesare nsted with a.m. and p.m.a reseruation/to eserue

talso used n British English)travelingnoonNote: n American nglish,middayindicates period oftime in the eady afternoon,from about noon until 2 p.m.l've seilmade he itinerary.

one way fticketl

front deskNote: hotels n the US usevsrytng terminology but theseare ueual:a single a roorn with onedsuble beda daubls a room with tvvodouble b*dsI QUQEBa room with one

queon eizs beda king a loom with oneking eize bed



Notesl'm sorry wasnT ree o speak.

Reasons or not being able o talk:I was on another ine.I was n a meeting.I was out of the office.lwasn'tfree s informal,meaning was busy.Are you ree? means Are you doinganything?Also:Are youavailable?

I tried to call you back this afternoon ..To allback s o return omeone's elephonecal l .Can you call back omorrow?I'll askher to call you back.I tried o return your call.

... the numher was engaged.This phrase means he same as he numberwas busy. ther easons or not being able oreach omeone:There was no reply.I had he wrong number.I couldnT etthrough.

She's een delayed n Shanghai ..Some other easons or not being available:

She's een delayed tthe airport.He's been held up n Paris.He'smissed his light.

Can you give her apologies, please?Youcould also say:Can yousend Sara's pologies?Please iveher apologies.Can you apologise n her behalf, lease?

... there are still some details o soft oat ..

Tosott outis o solve difficulties r problems.There's een a misunderstanding; 'lltry andsort t out by tomorrow.We've orted out the computer ystem.

Can he call her tonight, please?Some examples f other messages ou canpass n:Please all Sally oday.Can ohn axthe eportto Franz?Please et himknow Davidwill be ate.

l've just eceived he draft tinerary or SwedenfromHelen.Have look at t ...

Youcould also say:Take look at the tinerarywhich Helen hassent.I'm forwarding n tinerary ron Helen or youto lookat.

Thanks or this, Stefan.Toconfirm hat you have eceived omethingyou can send a simple Thankyou.Youcould also say:Thanks or sending he repoft.Many hanks or he sales igures.

Letb say l0 a.m. n my office.This s an nformal way of making narrangement. oucould also say:Whatabout 0 a.m. n my office?Can ounake l0 a.m?Howabout p.m. omorrow?

I shall be away from the office until 2 July.Automated mail eplies re used when youknowyou willbe out of the office or aperiodof time. Other possibilities:

I will be on eave until22 August.I will be away on busrness ntil 2 May.I willbe out of the office romMonday2nd JuneuntilMonday9thJune.

ffidllcrsreccBritirh AmerieanThe umber as The inewasbusy.engaged.

There re stillsome There re stillsomedstailsto aftaut de{ailstotake are f.thedraftitineraryapologisel'lltryand sort t out t'lltry and ake areby omartow. sf it tomorrow

a draftsf the tineraryapalogize



Practice1 Gomplete the aentences A to D below ueing the words in the box.

*co*finTr attend 22nd uly pleased stay office

contact queries nextweek invitation single Augustir.

a l 'd iketo.qp. \ f if$ . . the eservationora . . . . . room, n. . .b We would every ifyou ould isit s

duringyour. . . . . . inToronto.c Paulisoutofhe. . . . . . th isweek. lease . . . . . . Ma

on3650899fyou ave ny..d Thankyouorthe. . . . . . tothe onferencen. . . .

Iwillbe pleasedo . . .

Match the two parts of the sentences used in makingaffangoments.1 We would every leased2 | look onrvard3 Wewouldike o nvite ou4 Could ouplease etmeknow5 l've eserved seat oryou

6 Can ou onfirm y eservation7 A companyarwillpick ou p8 | have rganiseil he tineraryI You an all.mpo$orrow

Put these sentenees into the correct order.a Our ffice s ocated fpositehe bus tation, ext o he Marlin otel.b Just o confirm our isito us onFriday 4th t 9 a.m.c lfyou eed ocontact e or any eason, lease allmeonmymobile71186

34521.Lookingoruvardo seeing ouonFriday.Best egards, rancisWhen ouarrive, sk or meat eception nd willmeet ou here.

a to yourconfirmation.b if his s convenient?c on he 9:15lighto Paris.d for a double oom n26thMay?e ifyoucould isit our company.

f at he airport t 7 p.m.g foryourChinarip.h between and 10a.m.i to an evening eception.

def

r b. Jt'..s .tp.q$.,."ny9hy.vis.r .ts.r ql.Fri4ny.lt nt 1. w.



Complete the sentences with a suitable preposition.

ExIMITE: e willpick ou up by . company ar.

a Go tra ight . . . . the corr idor. eroff ices . . . . the ef t .

b l ' l lbe . . . . . Madrid extweek. ' l l s tay. . . . . the Moderno.c Our r iverwil l eetyou . . . . Terminal2 . . . . midnight .

d There s af l ight . . . . . Par is twice day.

e l've ixed he tinerary . . . . he Brazil rip.

f l 'mtravel l ing . . . . . l igh tBA248. . . . . adr id .

Gheck each aentence. ls the preposition inor not necessary?

ExnilplE: heywillbe arrivingffthe hoteltonight.

a EvaGonzaless arriving romMadridomorrow.

b I did notknow hat Heidi as visitinga Bangkok.

c Erik harmans staying f he Grand otel .

d I willcontact o Neil or hisapproval f hisbudget.

e The t inerarys inalised romthe erl in rip.

f Could ouplease onfirmnwrit ing?g He s offfrom is desk t the moment.

h The l ight eaves n 19:00.

italics cofrect, incorrect

Read the memo and email below then complete the Travel Form.Write one word, phrase or number in each numbered space 1 to 5.

ff i ff i rueff i t r ff iwesga '#*s&

To: Jaques Duval,FinanceFrom: Roberta Benetto, MarketingDate: 21st MayRe: My visit o Beijing to attend Agents Workshop

Can you look hrough he flight details rom TravelWorld and completeTravelForm or me, requesting he lightwhich arrives arly n the morningof the 18th. Couldyou organise ayment oday please, y credit card?

Thanks Rts



AF 202 Departure London HeathrowArrival Beijing

BritishAirways BA148 Departure ondon HeathrowArrivalBeijing

AF 203 Departure BeijingArrival London Heathrow

8A149 Departure BeijingArrival London Heathrow

Can you confirm within 48 hours please.ThanksSophieTravelWorld

17 June 11:4518 June 08:15

17 June 21:0018 June 17:00

28 June 10:2528 June 17:3028 June 13:0028 June 20:00

Travel Form

Traveller DetailsName ..R.o.bgrt*Eg.\e tqDepartment

Purpose f Visit

Travel Details

Flight fromFlight to

. . . . .London

Depar tureDatdTime . . . . .3

ReturnDatdTime . . . . .28June. . . .

Airline

Cost . . . . . e l 000MethodofPayment . . . . .5



Some usefirl phrases.

We need o set up a meeting.

Howabout ext week ometime?Whatabout uesday t 10a.m. n my office?Arewe still0K or Friday?We could ave working unch.

Can ouconfirmhe meeting n he Tth n Prague?Can ougetback o me oday?It's n my diary.Canwe rescheduleor Monday?

Can ou et me have ll agenda tems oday lease?

We'll eed o circulatehe agenda.Letme know fyouwant o make ny changes.We'll eed o rearrangehe programme.

l'veattached he minutes f he meeting.I was nterested o read he action oints.Thank ou oryour omments.

C,Atr1 tREsCHtrIilLEFOT]-MONPAY I

,:,.1(il1"1

I

:,a



u

Eduardol Nt i :ffiffi* as soon as possible o discuss our new contract.

Kate

KateI leave or Spain n Wednesday, o we'[[need o meet before hen. ltfh$tri* ,1ilH*,*&n*I pffiu fiiiffinl t? llh g'glldt**rr,rnrltng ktt$.Can ouget back o me oday?Eduardo

Dear Mr Sato1:w6tiil#*ffi$l&wld: n::l#i|sr- as you suggested. imr.-*:irr,srH**&

i I will be with one of my colleagues, Miss Ashley, our new Production Manager.IUq*; $:&wnft*, ${:,**{4@,Best regardsMs Sue Winter

Confirming a meeting

Settin a meetin

Marija6 ;;ls ll${i* lt&ffi;,W4l,m tfu,?,1e*'In,Sonn? It's in my diary but I have had noinformation about t. I know there was a possibility of postponing t.filh*Mi lffiffi##&ewm.&drn',RegardsPiers

f t / IsrY *r#rid*rm

To: a l l senior managersFrom: Rick Lovell, Chief ExecutiveDate: 20 December

We have a serious problem with the packaging of one of our products.*,lffiiffiffi l with all senior managers at 2 p.m. this afternoon n myoffice. ffi#iiffiffi ir*, &* * , decide theact ion we need o take and discuss how to manage he Media .Please lear your diar ies or the whole of the afternoon.RL

Suggesting a meeting

Suggesting a date, time and place



Settin a meeti

Time:*ffi,iiiii

Dear ll,Can ouhave look t the agenda or Friday's eeting nd et me know s soon s possiblif youwant o make ny changes ;ih, iil# ;#Wffi

iffifor any eason.Monthly eview eeting Alrrdr

4 August10:00Conference oom

Sffifitr#I$ffi: SP IM JK BH RA1 ffiffiWffi2 ffi}ffi';roding3 Review f 2nd quarter ales4 Sales rojectionsor next quarter

5 f,oB6 S**{;:ngt mq*liogThanksDan

Ghanging lfre agenda

To: Executive eamFrom: DonWiLtisDate: 21 OctoberSubject Agenda tem change

ffi*tfr*i#r*ttiffi{i{ for this week's ates meeting. As SharonDespois itl be away,I:i*lii1*: ia ffi#ik$'{ildlrWe nowhave a stot o discgss ustomer eMce.Coutd ou a[[ herefore end our eports o Janebywednesdav?filiwlrdtsi:ffirt{t*lfi*h*fi$$

ilegotiating changes

EmmaYouaskedme o present he costs or the CP2model t tomorrow's eeting. nfortunately,fi

ffiffii' *today, o am not able o access he igures. l**; WEW*ti iWe g?Martine

Finalising arangemente

To all departmental anagersCan we meet in my office omorrow at 8:30 a.m? *t }ffiffi*#lffifor the staff nductionday on Monday?we are expecting more than 25 new employees soi#*ffit*,* ilmffi:dffiffiiJim Downs

Setfingf tlre agenda



Please et me know n advance f youareunahleto attend ..

I amunable oattend s a formalway ofsaying can't ome.ln advance eans eforehand.

AgendaAn agenda sually shows date, ime andvenue as well as all the i tems for discussion.

Venue:The venue s the place where the meeting s held.

Participants:fhe participantsre he people ttendinghemeet ing. t i s usual o include he names or

init ialsof thepart icipants.

ApologiesThe first i tem on the agenda s usuallyapologies rom people who can' t at tend.

Minutes l lastmeetingTheninutes re a summary f he pointsdiscussed and agreed at the meeting. Thechairperson usually circulates he minutes ofthe last meeting o everyone who was

present:l'm attaching the ninutes of the last meeting.Here are the minutes of Friday's meeting.

AOBA08stands or anyother usrness, his salways he ast tem on the agenda odiscuss ny other ssues.

Date ol nert meetingNote how the artic le he can be left out when

writing n note orm:(The)Minutes of (the) ast meeting.(The) Sales rojections or (the)next quafter.

Please note he change o item2 on flte agenda ..An agenda or a meeting as tems subjects)which are discussed.Please ote s a formal way to point outchanges. oucould also say:Please ote hat tem 2 on the agenda hasnow changed.

.. . I have moved he nternational trategiespaper o nert week.

ltems on the agenda an be moved. Otherverbs o use with agenda re:Please dvise f you want o make any

amendments o the agenda.There s a change o tem 3 on the agenda.Could oudtaft an agenda or Fridaybmeeting?

She will circulate these o eyeryone rior to themeeting.

To irculate apers s to pass papers aroundto everyone.Priorto sa formal expression or before.

... out compatet slstem s down ...To e down s an expression hich meansnot workingwhen used or computers.

ls it possihle o put this on the agenda orMonday's meeting?

You could also say:ls there any chance of putting hison theagenda or Monday's meeting?Would t be possible o dr.scuss hisat Monday'smeeting?

l'd like to run through the final anangements ...To un hrough omething s to lookat thedetails o make ure you are amiliarwitheverything. ou could also say:Let's o through all the inal arrangements.Letbgo over he inalarrangements or tomorrow.

... we need o ensure hat everything runssmoothly.

To unsmoothlys to workwithout any problems.

vgnugApalaglesA08:fumetaff nductlan

dry.

pfosentar abse*t' ':

Oth N nfinish d h usinesstupicnewenptow, orienation ay

'r. , .

r : , : : : i . . ' . i ; r ' r i : ' r i , r t i lt , i i t t ' . ; ' ;1 ' : :: ; ' ,1. : ,



frAqm[ig o a,yy-.ltinutes of a teeting

Minutes f MarketingManagers MeetingFriday6th April

Conference oom CPresent: Don Room (Chair),Yu Liang, Martina Lenka, ohn Dawes, Doris Gonzalez, o DentAoologies : Jamie Johns

i$trlf Completion Date1

Sales up by 25 per cent.ito DR. YUMUDG ongoing

2 Marketing Activity(i)Trip o Czech Republic May 13-19.S{f&CIto team - 24th May 10 a.m. Room C1. ML 24th May(ii) New brochure eady or distribution on 8th April. JJ 8th April

3 TargetsTarget or next quarter aim for 30 per cent increase n sales.gfuk# ir&rvf,srr wi0r kF to publicise success. DR end April

4 AOBCongratulations o marketing eam on excellent performance his quarter.

Next Meeting: 13th April 11 a.m. Conference Room C

Suggested amendments

DearDon&ruiffiffiffi,if** ffiffiffi** and ealised hat I'[ be out of the country gain n he 24th.

for mybriefingo the eam.i*ffi kif thisdate uits ou?

Sorry bout his.Martina

GommentsHIDon,

Sorrylcou |dn, tmaketoday 'smeeting.ff i ( i tem2ii) ; | ,vejustheardfromtheprinters hat here has been a problemwith he machine, o we're expecting delay of aboutthree days. They will still be ready n time for Martina's rip. ifr****?tffiffitheyook greati*fornextquarter too 'We, | |haveabusyfewweeksJamie

Tfranks

Donour performance his quarter.ffiffi

Everyone asworked ery hard. sffiffi ffiiffiduring he past ewweeks.

Liang



NotActionhy

The minutes sually ame he person whowillcarry out he actions iscussed.completion ate date by which something

must be done) s also usuallyiven.

Beview of last quarter's pertormanceThis s looking ack at the company'sactivities uring he past hree months.Note also:Preview f next quarteris ooking orward atwhat will happen ver he next hreemonths.

All teams o provide weekly report ..

Writing n note orm (leaving ut verbs,articles, tc.) s common n minutes.Brochure o be ready by $th April.Con atu ati ons to ma keting te am.Press fficer to contact ocal nedia.

Briefing...This s a meeting t which nformati on rinstructions re given.Therewill be a briefing meeting t 2 p.m.Could ll nanagers please attend he teambriefing hisafternoon?

Schedule nterviews with Press ..To scheduleisto rrange date.Please chedule he meeting or Friday.Can you schedule he nteruiews or next week?

l've just ooked at the minutes .Justis a useful way to start a memo oremail. See also;l've just ead your eport.I've justseen he atestfigures.

We'll need to reafiange a date ...Youcould also say:Canwe set a new date?Can we rearrange he briefing or nextMonday?

I suggest he2nd June.This is a formal way of making a suggestion.More informally, you could say:What bout nd une?

Letb hange tto 2ndJune.Canyou please send outan amendment oeveryone,...

An amendmentis change.

Be. he new hrochures ..Fe.means with eference oand s short orregarding.See lso he appendix n page 5for common abbreviations.)

Bytheway,. . .Here ythe urayis sed o give urtherinformation. t can also be used o introducea new stubject:The igures revery mpressive. y he way,when s th'enext rojectmeeting?

I was nterested o see ournew sales arget ..Note also:It was nteresting o see our new salestarget. . .

I understand rom he minutes hat we havea new sales arget ..

Thanks or your commenb on ...More ormally:I appreciate ourcomments n ...I am very grateful or your comments n ...

I've passed on your congrutulations o the team.To pass omething n means o give someonea message r information rom someone

else.l'll pass nyour hanks.Could ou pass on the message o him please?

Thank yoa for all your support ..Supportmeans elp.For example:Your upport s greatly appreciated.Thank ou or supportingme.



Practice1 Ghoose a word from the box to complete each sentence.

available manage availability suits suit -W

ExlMpr^E:hich s .b.eSt . . or you, he 14th, Sth r 16th ebruary?a Can ou etmeknow our . . nextweek?

b Can ou . .2 p.m.tomorrow?

c Would fth January .. . you?

d When re ou . . . . . . . . . ?

e That . . . me.

2 Select an appropriate phrase to begin each sentence.We'll eed o Can ou onfirm Thank ou or Can oupass n

l+m-lee*+ng{onliaid leaseet me know What bout I would e verypleased

ExlMpTE:l atu,,r.lppking. grwar4. . o meetingou nFriday.1 . . . . .circulatethemeetingnotes.2 . . . . . allyour elp uringhe project.

3 . . . . .mycongratulationstoeveryone?4 . . . .'. he date f he meeting?5 . . . . . . . . i . . i f youwanttomake ny hanges.6 . . . . . r. . . . . tovisityounextweek.7 .. . . . meetingor unch omorrow?

Mateh the words with the correct definition.

I234 agenda

To end nformationo a number fpeople.The lace here neventtakes lace.Togive omeonehe nformationhey eed o do heir workAspecifiedime uringhemeeting hen specificsubject an e discussed.One f he subjectso be discussed ta meeting.Anofficial ritten ecord fwhat s said t a meeting.Someone ho akes art na meeting rconference.

A istof he subjectso be discussed ta meeting.

5 participant6 venue7 circulate

I slot

iv

vvivii

vii i

to brief i\item \ iiminutes \i i i



6 Go mplete the sentences with a suitable preposition.

ExIMITE:an ouputthis. qh. . the agenda lease?

a There i l lbe a Heal th nd Safety eet ing . P ie ter odoy 'sff ice. . . . . . .3 :15tomorrow.

b The nextSenior anagementteam eeting i l l be . 10:00 .m. . . . . . .Wednesday ay 18.

c Allagenda tems the meeting . Monday 6 should eachmeThursday 2.

d I want o meet all Department eads . the Port ValeSite omorrow . .8:00 .m.

e Please et me know advance fyouwant o make ny hanges.

f I would ike o briefou

all . he atest ituation . Germany.



En lrtesSome useful phraees.

We are ookingora newsupplier.

We are very nterested n yournew ange fproducts.Please end s a current r ice ist .

Thank ou oryour nterest n our products.I have t tached copy f our atest ompany rochure.I willsend oua copy f our newcatalogue.Youwill ind urther nformationnourwebsite.Please ave ook t ourwebsite .

We are having roblems ith he newmachine.Whatwould ouadvise s o do?Whowould ou ecommend?Sorryo hear bout ourproblems.Have ou hought bout ontacting FPC?I canstronglyecommendhem.It'sa very eliable ompany.You ould lso ontact niversalTools.

e



MessaeslA gendral enquiry

We are looking or a new supplier of healthcare products and your company has beenrecommended o us. W.W@ *

*#b,together with information on

delivery times and costs. We would be grateful if you could include ..[1ffiqeBest regardsPaulo Sambucco

A furtlrer request

:ffi;tl*it*. . to my enquiry. Your catalogue rrivedyesterday.Would t be possible or one of your representatives o visit us? l ,ffiFffi.i*ffi;F#lltffitbut there are a number of things whichwe would ike o discussface-to-face.Best egardsPaulo ambucco

A reply

Thank you for requesting visit from one ofour representatives. va Gaveaux, ur senior salesmanager will be in Italy during the last two weeks of May. Wnil&ii$il*Srhil*ffidrm,tc,ffiiffi1lf not, perhaps ou could suggest ome alternatives.Looking forward o hearing rom you.Francesca aurois

A reply

DearMr SambuccoTt*[H]S0eiftrl}.surh*$s*,klcrw &sn iffiil,i&ffiffi$#*,&,m,byourcolleagues n Sweden. We offer a wide range of products, all based on natural materials andw*bdcffirM buyfng ' sm r&{NFwg*ffieit*

You ylll,r{i$d,Iilrth*rn&rm@ Qa,$ryr,w&&. Please mailme yourpostal ddress ndlly8l.,r*nili,Ws,*s#'.rtsxrw*rleggWe have ocal epresentatives nd would ehappy to arrange a visit.I look forward to hearing from you.Yours sincerelyFrancesca Maurois

A coYer note

With complimentsfls vequestea, Please let y,re

Ichow * you reqtaire arty *uvthev ih*ovqrrtio\.RegavAsFvarrtcescar tarurois



AAesEa

Dear BillWe are having problems with the new machine hat you installed or us in the NewYear. Everytime we run the machine or more han four hours t overheats. Our engineers ave ollowed all theinstructions n the manual but there s no improvement. fil*i*SffiffiWBgr:tftr,;l$ffii:do ou know where can we obtain parts or our DCI equipment? Our handbookdoesn't ist local suppliers. it'WrW,Many hanksLee

Aduice and rocornmendations

Sorry to hear about your problems. 'd like o send one of our engineers o your factorybefore offering any advice. He should be with you by 10 a.m. omorrow. In the meantime, fibrqr'*Ct,$lt$*l$iil::ii .diilAs or he parts :ffie$fi* We haveused hem a lotand canstrongly ecommend hem. Theirdelivery imes are good and hey are very eliable. lsoyari wf* li U - their number s 604934.Best egardsBi t l

A request for informafontrl

Ihave isited ourwebsitewww.eng|ish4.co.ukndtll$*il ffit$l f#ffiffill#iiffiffiffi*,ffii about our ourses.wouldikeoattend generalusinessngliihouise iartingnFebruary.lfyoudo not offer suitable ourse t his ime, lease ecommend nalternative.studied nglish or iveyears at school nd hree ears at university.Bestwishes

Jose Sanchez

Forwarding a requcst

Dear.loseiiffiiffii ; ji. 5* ,' iit*tf$fii:$general business nglishgdq i*t.in February. have orwarded our enquiry o FiltonCollege hich uns oursesthroughout he year.Best egardsMilrisa erte

Prouiding detailsE

Dear Jose

ti$ffi#1f$#* I have attached a copy of our brochure ffi ft{*d

,&ffi*e*t*,l*tlfrtW, Please contact me if you have any questions.Regards

Specilic enquiries



NotesWhatwouldyou advise s o do?

Alternatives:What s youradvice?Can you advise us?Do youhave any advice?

Note he spelling: erb s; noun c.Also:practise vl; practice nl.

You will also see advise sed o mean ell, etus know nform. Examples re:Please dvise us when you arrive.l'lladvise you as soon as I know.

By the way, ..This s a useful nformal hrase orintroducing new opic.

By the way, willbe visitingDCInext week.Are there any that you can recommend?Other uses of recommend:Whowouldyou ecommend?I can strongly ecommend udul.Theyare highly econmended.My recommendations ...We ecommend sing ..

... itb hest not o start the machine again untilhe arrives.

You could also write:(Please) ont staft he machine ntil he arrives.We don't ecommend tarting he machine ntilthe engineer rrives.

... have you considered contacting Gudul?Use he -ingtorm after consider:We considered uying rom Roxo.We have considered sing hem.

... you could contact UnivercalTools ..

Otherways o make uggestions:Whydon't you ry Universal ools.What about rying Universal ools?I suggest ontacting ..

... I would be gnteful if you could send mefurther inlormation .. .

This s a politephrase or making equests.Also:P/ease end me ..Could ouplease endme ..

Thank ou or your enquiry.Other hrases: hank ou orcontacting s.Thank ou oryour nterest n ourcompany.

I'n afraidwe do not un any ...1counsesYou can use 'm afraid s an alternative ounfortunately nd I'msorry:I'm sorry but we don't un any courses.Unfortunately e don't un any courses.

With reference o your enquiry, ..The ormal phrase With eference oissometimes hortened o 8e, and With ef. oin less ormal contexts:Re. youremail.With ef. o yourenquiry.

However, t is more ri endly o say simply:Thank ou or yourenquiry.Youcan see urther details ol our school bygoing to our wehsite.

It is helpful o provide ources f furtherinformation:0ur website has urther details.Please efer o our brochure or furtherinformation.Letme know f youneed urther details.

Brilish/Anruican dlftrurenrBritish Americanlf you do not Ifyou do not offet anoffer a suitable appropriate rogrcm.course.

lstudied .. at Note: $cfoolin Americanschool. English efers o all levelsof

edueation. Whars did yougo

ta schoal?generally efers

to tho.highest 16\€lyo.ucomplated, sually collegeor university. mericanssay collega, even f theinstituti.onhey attend s auniversity.

practise practice(not used n {forboth verb and noun}AmericanEnglish) ,



d EDRs stronglyecommendedyour ompany.

Our ompany trongly

e You ouldry closinghe system own irst.

Whatabout . . . . . . . . ?f l'mafraid e donotarrange elivery.

l'm . . . we donotarrange elivery

4 Which sentence in eaeh pair is the more informal? Tick / the correctsentence.a i Furthero ourdiscussionhismorning,our ayment illarrive t he end f heweek.

i i As said ar l ier,we' reoingto ayyou t the nd f theweek.

i Please indattached copy f our handbook.ii l 'veattached copy f our handbook.

i I have leasuren advisingou hatwe shall ave stand t he exhibit ion.ii l'mpleased o say hatwe are going o have stand t he exhibition.

i Please ontact e f here reanyother roblems.ii Please o not hesitate o contactme f here are anyotherproblems.

i Iam

writingo advise ou hat our epresentative illvisit ounextmonth.ii Just o letyou know hat our epresentative ill visit ounextmonth.

i I have een onsidering he nko ffer nd believehatwe should ccept t .i i I thinkwe should ccept he nko ffer.

i Please endme he eport nFairtrade.ii I wouldbe grateful fyou could end me he report n Fairtrade.

tratrTtrtrtrtrTtrtrtrTtr

Match the two

1 l'd ike o know2 We are aving roblems3 We can ecommend4 We are ooking5 l 'l lsend ou6 Please efer7 We would ike o arrange8 We wouldbe gratefulf

9 | couldn't ind he nformation

patts of the sentencos used in making enquiries.a some more nformation bout ur products.b to our brochure.c arranging suitable elivery ate.d youcould end s more nformation.e wherewe can buyspare arts.f a suppliern London.g on yourwebsite.h for a newsupplier.

i a visit.



6 Order thc sentences into a response to an enquiry.

Enquiry Ia I have ttached copy four atest atalogue.

b Thank ou oryour nquiryc For hemost p-to-daterices nd ffers,d As equested,e lt contains ll he nformationouneedf concerningrices nd erms f delivery.g I lookorwardo hearingrom ou oon.h visit urwebsite twww.efpc.co.uk.

Enquiry 2a please ontact r Jan uoma.b You sked bout ur new ange fequipmentc lfyouare nterested na demonstration,d Thank ou oryour nterestnour ompany.e and enclose urbrochure.f I lookorwardo hearingrom ou.

g His mail ddresss:[email protected].

a Have ou onsidered. . . John bout t?b l'd be nterested nyour. . : . .c Whatisyour . . . . . . . . .?d Thank ou oryour .e We need o inda more . . supplier.f Find utmore y. . . . . . . . . onto urwebsite.g lhave . . .acopyofourbrochure.h Yourmessage as . . o us.

T

UTTtrTtrtr

TTImtrT

tr7 Gomplete the sentences with a form of the word in brackets.

(contact)(recommend)(advisel(enquirel

(rely)(log)(attach)(forward)



G}*x#*,rp,,*,Ffr1fq*ith msSome useful phraees.

We would ike o order ome tems rom ourcatalogue.

Couldouplease

end s aquote?

Please onfirmhatthe tems re n stock.Your erms ndconditions tate delivery imeof ourweeks.

Thank ou oryour rder.I confirmhatall he tems ouordered re n stock.We willdeliverhemwithin neweek.There s no additionalharge or special elivery.Your sual iscount pplies.

l 'msorry hatwe cannot eet he agreed chedule.

0ur suppliers rehaving ome roblems.I was very urprisedo receive ourmessage.You romised s hatthe chedule as guaranteed.This s very nconvenient.

We have till not eceived urorder.Could ou et us knowwhat s happening?

f*"''llh.f NO' THERg'5 l,-)

\ r.,lo *pprrrosnu)I cun<oe eorz \lseectr.rl DcLrvaRt

/-r--Y#



Bequeedlq a quotetrlDearRonaqe effi whichwill arriveon 24 July. fi

- ff i- assembly f new furniture (see attached ist)- disposal fall packaging

I estimate hat his will be no more han a day's work for two people.With thanksKarim

Placing a first ordertrlDearSirtlt xradd ||1. to pleco m ordr urtth yrxr for the items isted on page 2 of your catalogue.Please onfirm as soon as possible hat hese are all n stock.ltrur,brnr::lEdeondldom rftm. fllwy,|hCaffi*:{di**W.&.t*in ll*lii|dkpttch l0orf. t - 3 wttl*r tm rit *r as we need hem urgently? f there is iffi,ffifflfcnerge. please et us know.Yours aithfullyJerome Gilbert Purchasing ssistant)

A reply

Dear Mr GilbertThank you for your order. ii*M fiffi {dud crf b shct andthat we will deliver he.items yithin two weeks. There will be no exha charge or delivery.With best regardsBrad AskewSale Manager

Placing a Fpeat ordertrlZhouHow are you? We're pleased o say that sales of the Alio range have been very good anda for the following:Alio 3207=*ffiAlio 3215=2000pcsl'm also nterestedn ordering 000 tems rom he Alia angewhichare nffi*ffiffifrt*Slmi in earlyulyand fiHq:ffiBest regards

Alima

i t r l



NotesWe haye ecently ordered some ew officeluniture...

A more formal phrase or starting hismessage:With eference oour ecent rder or new

office urniture ..Could ou please uote or:

Aquotes an estimate. skingor estimatesof cost:Could ougiveus a price or ..Howmuch s t going o cost?Please et me have written uote.

removalof existing unitureNote hat tems isted n a quotation re

usuallywritten n note orm. Articles the,a/an)are eft out.

We would like to place an order with you .. .Toplace an order means o order. Otherverbs used with the noun order:Tochange an order, cancel an order, onfirm anorder, o order again, o re-order

Your erms and conditions state a delivery timeof four weeks.

Terms nd conditionsnclude price, method ofpayment, elivery imes etc.

Would t be possible o dispatch tems - 3within two weeks ...

Todispatch s a formalterm for to send.We willdispatch ourorder on receipt ofpayment. formal)We will send yourorder as soon as we receivepayment.informal)

... an additional harge ..An additional hargeis an extra charge.Other expressions elating o charges:There s no charge.At no extra cost.Free of charge.Itb ncluded n the price.A fixedcharge. The price s always hesame.)

I cancorrtirm hat all the itens youordered arein stock ..

ln stockmeans hat he items ordered areavailable nd ready o send out.The opposite s: out of stock

Thechairs you ordered are currently ut ofstock.We should have some next week.

... we'd like a rcpeat order ..This means hat he order s exactly hesame as he previous rder.

4 ilMpcsPcs s an abbreviation or pieces./See age 00 or more abbreviations)

... yoar lateil catalogue.This s the most ecent, he most up-to-datecatalogue.

Could you give us a lirm delivery date ...Fftmmeans definite, ixed.Delivery ateis when goods shouldarrive.Thedate of dispatch s the day he goodsleave he supplier.Deliveryimeis he length of time betweenreceiving he order and sending he goods.

To ake delivery f s to receive he goods.(Could lou) coilirm that our usual discountwould apply?

You can also say:Please onfirm hat we would eceive our usualdiscount.A discount s a reduced rice:Whatkindof discount an you offer?Ourusual discount s l5 per cent.

:::

l ' 1 : r : l : - r :

ffidlficnnc=erBrftbh Anrrlcan

quote quffiio{@iflntalestimate s also used n

ish English)Yourcai$fulty Yaursu$/siniceretyTo ispatcV To hif,send utdespatrlr {elso s€dJn dtish ngtish)



with roblemsPrtoblems wiilr a scheduleEIDear Mr Bassos,limr*m$,:l&k3ry ffir*r$**ild if, :Our usua|supp|ier isexperiencing ifficulties and has warned us that there is a five-week waiting

list for deliveryof materials. 'm afraid fi*;flldtcfulfibdtind:*rttdtle if we cannot find an alternative supplier.Yours

Brenda Hind

A roply

Dear Ms Hindtr,{ffii*w$ iiln* i*.i$,wplfoe}oa n€sssge. You rmmd s,#Hdi.,&k,,*dt*diil*.ln*'g t:and there would be no problems keeping o it. Please ry to find an alternative supplier ofmaterials so that that there will be no

delavs.Yours truly,Dmitri Bassos

DearMs Hirstgs#W,l-:i$h. ma*"d*lMl|ififfitllitwHfrf of CD cases.@r#nk,#fiilffikffi Wehavecustomerswaitingforthegoodssoffi 'lr*Wlforus.'ff i*[gFm*$;#*ffiCou|dyouJetusknowwhenwecanexpectthemto arrive.YoursEliotBanks

A reply

Dear Mr Banksil.*$@ # Fqf:ynnM*i with our delivery:dluf.@;We have sent areplacement rder to youfty,iffiffiirIt should be with you before 0 a.m. tomorrow morning.The same courier will take away he damaged boxes.It is no excuse, ut Offi,. r i**is*,ffiry.last week. Please ccept our apologiesthat rngtq{s,llt*llt}.ffiMBest egardsJan Hirst

Damaged goods



NotesI'm sorry to say hat we may not be able to meetthe agreed schedule.

Note he use of sorryhere:I'm/l was sorry o hear about t.I'm sorry that) we cannot meet he schedule.l'm sorry o tell/inform ou hat ...fn the sentence o meetthe agreed chedule,to meetmeans o keep o.

... we will lall hehind schedule ..Otherexpressions:We willbe late.We will miss he deadline.Thegoods will be delayed.

I was very surprised o receive your message.Notice ow, or the sake of keeping oodrelations ith the supplier t his stage, hewriter uses surprised ather han annoyed rangry.

You assured us that this schedule wasguaranteed...

Other phases:You uaranteed he schedule.You ave us your word hat you wouldkeep o

the schedule.You romised s that you couldmeet heschedule.

0n Friday lSth March we took delivery ol aconsignment...

Note hat we take delivery f goods.When he goods arrivewe can slgn orthem.

0n unpacking he hoxes, we found ...0n unpacking he boxesmeans as soon as/

when we unpacked he boxes.0n opening he boxes,we saw ..0n reading he nstructions, noticed ..

... that many of the cases were damaged.Some ommon omplaintsThegoods arrived ate.Thegoods were sentto the wrong address.

... this s extremelynconvenient...Other phrases:It was very nconvenient.It has caused s a lot of nconvenience.This s a great nconvenience or us.

We urgently need replacements.Other equests:We need hem mnediately.We would ike a refund.We want our money ack.

I am very sorry to hear that you had prohlems ..The writerapologises nd puts hings ight.I'm verysorryabout his.I'msorry, t was my fault.I will sort t out mmediately.

(ref. F035ilBef. s short tor reference number)See other abbreviations n page 95.

... hy courietBycouriermeans hat he goods willbe sentquickly y an express elivery ompany.By expressmeans by express elivery.By eturnmeans ent mmediately fterreceipt of a letter/order.

. . our regular packer was on holiday . .Other possible easons hy the problemhappened:Thecomputer ystem was down.There was a fire in the building.We have had a staff shoftage.A lot of staffhave been off sick.

... our seruice was helow our usual standard.

Belowour usual tandard means not as goodas usual/not p o our usual tandard.

Briti#Amr*m ffolwBr*tirh Arrpricanthe agreed chedule the schedula e

agreed nan holiday on vacationapologise ryologize



NotesWe are veryunhappy ith the evel ol service ..

Some strong complaints:Wewerevery issatisfied ith ..Yourevelof seruice s unsatisfactory.These elays re otally nacceptable.

.. we always have o wait for spare par6.Note he position f always, nd other imeexpressions uch as: never, arely,occasionally, ften, usuallyetc. n a sentence:The sales epaftment arelyanswer he phone.Thegoods never arrive on time.We often need o remindyou.

... we have had to shut down production onthree occasions.

Phrases uch as on hree occasions, verymonth tc. an come at he beginning r endof the sentence:0n fouroccasions e have had o shut own ..Everymonth we have problems.We have problems verymonth.

I was very softy to hear ahoutthe problems youhave experienced.

Less ormal: was verysorry o hear about heproblems ou've had.

... the outcome ..An outcome s the result of a process).I do not know he outcome f the nvestigationsyet.

I expect to receive his report hy the end of thisweek.

Shouldcan e used nstead l expecttoorhope o:I should eceive he report by Wednesday.

I'mhoping o receive t by Wednesday.I should hear rom hem omorrow.I expect o hear rom hem omorrow.

We have still not eceived this ordenProblems ith deliveries:We are still waiting or the delivery.Thedelivery s now two days ate.We need t urgently.

... we apologise or any misundeffianding ..Note hat we apologise orsomething.The expressions We apologise or/Pleaseaccept our apologies re more ormal hanWe are sorry.Other ormal phases or

apofogising: sincerely pologise or ...My sincere apologies.

We do try...Do/does re added or emphasis, speciallywhen here s disagreement.We do need o improve ur seruice.The erms nd conditions o state ..

I regret that we cannot accept the retum asfaulty goods ...

Note how weuse

regrettoexpress

politerejection:I regret hat we cannot deliveron Sundays.Polite ut ess ormal:l'mafraidwe can? ccept...l'm sorry but we can't deliver ..

... a goodwill gesture, ..Agoodwill esture s a friendly and helpfulact ion hich s good or maintainingbusiness elations.

... a credit note.lfgoods are aulty hey can be returned othe supplier nd a credit ote s issued. hisdocument nforms he customer f themoney owed or the aulty goods.

I trust this meels with your approval.This s a formal expression. ote also:I trust his s satisfactory.To be fess ormal, use: hope h is helps.I hope you are happy with this.

n mf GtrBrtti$tThe ales

furlricmIha sales depaftnent rely

do,pf,r.@'ng,',:- Soirtr6rs&a phone.rarely'answer Note: Amarican English reatstha phtne. cornp€ny and departmental

nsrnes as singular.

a credit note a credit eteipt/

a uedit slip



PracticeGhooso the best alternative.

ExAMpf.E:e have stillnot takenfleft/teceived he order.

a We will send ou a replacement rder/enquiry/seruice.

b Could ou change/checAforwardhe originalmessage o me.c You believed/assured/said s hat he schedule as guaranteed.

d Please ccept/make/take urapologies.

e Your rder will be quoted/damaged/dispatched n Monday f next week.

f l'm sorrywe can't meet/take/findthe chedule.

Gomplete the sentences with a preposition

ExIMITE:am writing o complain *b.qtt\t . the ast wo orders ou sent us.

a We are rying o keep . . . . he schedule.b Unfortunatelyhe goods idnot arrive. . . . time.

c We would ike o olace norder. . ' . wo machines.

d Please e tme nowif ouhave nyproblems. . . . . . . . . . th is .

e The ases hould rr ive . . . .3 p .m.on r iday t the a test .

f Weapologise . . . . themisunderstanding.

g I am sorry hat we cannot ive oua refund . . . . hisoccasion.

h We are stillwaiting . . . . he deliveryo arrive.

i We are ery appy.r. . . . . . . . . . the erviceyou ave iven s.Manythanks. '

Match the two parts of the sentences.

1 We need he goods a me f here re anyproblems.b for al l he nconvenience.c notclear nough.d your etter o our HeadOffice.e urgently.f aboutthe roblemsouhave ad.g for an express elivery fyourorder.h I cannot e more elpful .i youare happy ith his

2 | was ery orry o3 l'msorry hat4 l 'marranging5 Please hone6 | sincerely pologise7 | have onruarded8 | hope9 Unfortunatelyhe nformation as

hear



The eight sentences below are part of a company's response to a letterof complaint. Gomplete each sentence with a verb from the box.

have xperienced to discuss to receive have ent

return J.eftlng- will refund apologise

ExltsptE:hank ou or .gtting. . . us know boutthe roblemsouhadwith he delivery.a We apologiseor hedifficultiesou .

b Weneed . . how we can mprove ur ervicen he uture,

c lexpect . . . a reportfromispatchepartmenttomorrow.

d Thismorninge . . you new onsignmentynext ay

delivery.e Please . he aulty oodso us an( we . .

the deliveryost.

f Once gain, e . . forany ntonvenienceaused.

Match the words in the box with the words which have similarmeanings in the sentences.

additional definite concerned

dissatisfied Jnost*eent- dispatch

promise a refunda discount meet

ExIMITE:hank ou orsending e our atest/.tt195.t.r.g9glt . .brochure.a We were ery nhappyl . . about he evel fservice e eceived.

b We willsendl . . yourorder omorrow.

c There s noextral . . charge or his ervice.

d Can ougivemea firnl . . delivery ate?

e Can ou ffer sa educed r icel . . . . . . . . ?

f We are veryworriedl . . that he delivery illbe ate.g I canassurel . . you hateverythingillbe 0K.

h The oods idnotarrive o we wouldikeourmoney ackl

i l'mafraid e cannot eep ol . . he agreed chedule.



6 Read tllls letter of complaint from a customer and write a reply.

Dear Sir or Madam

This morning we received consignment of printers from you (Order noSN206). On unpacking he boxes, we noticed hat all the printers weredamaged.

Could you please arrange o send a replacement rder as soon as possible andarrange o collect he damaged goods? Hopefully, we will not have o pay forthis.

Yours faithfully

Ms Janine Duval

Write a reply of 5O - 60 words to your customer:. thanking her for her letter. apologising or the problemo agreeing o replace he damaged goods odayo offering to collect he damaged goods, at no extra cost

Use the texts and notes in this chapter to help you.



rt reSome useful phraees.

Could ousendme a short eport?

Thepurpose f he visitwas o appoint ome ewagents.The isi twas very uccessful .There s one hingmissingn he eport .

66per cent ofourcustomers re satisfied ithourproducts.A thirdof ourcustomers renotsatisfied.Spendingose y percent ast ear.Costs ent up rom e 50000 eryear o € 76000.

Sales ose ubstantially.There as a sharp all n sales.

Thedeclinen sales s due o ncreased ompeti t ion.Profits ose n he ast quarter.

What s your ecommendation?We ecommend oushouldrya new supplier.We suggest ooking t some ther ompanies.You eed o ollow-upnquiries i thinhree ays.



informationA rcquest for information

JanetCsuH you rM: on your recent Japan rip, in&ryri,e4p{f I d appreciate his as soon as possible please.ThanksSimone

preparation or the next

Asking for missing information

fanet ':'Thank for the visit report.ffiffiSfffi:Wshowing otal expenditure and anticipated ncome.ThanksSimone

Prouiding firr{lrer information

Cost AnalvsisExoenditure

.*, ,1ffii'i.,i.':::,;.:,,,t*:,,:. posting of catalogues. fl ights. accommodation

;ii l *l' staffingTotal..€lp&.* ftd.- rProfit

r,,,r;,ti,:l]:i;ii,iji:i*riifi*ifi0&i;:t.$ 2200$ 2400$ 3600$ 3700$ 6ooo$ 28 400

s 400000$ 371600

A shoil rtporti . , . . : :i l

.,lffi*,,'Hs.*,BackgroundTk'&trryn*oof fiajfftwartotik ptrtin&c'il i,ftok tand appoint

new agents o help promote our products n the Far East.Details10 000 visitors attended he Tokyo Exhibition.O0$$,slWlor ruuu rrecliwd and 300 orders were placed.2 new agents were appointed.Actions RecommendationsUYcns.d brdlorv up.sr*cloffinlr ; *;iB:Wo nconunsd th*fh 'iiiim,s : to see our production processes,Conclus ionsThe visit was very successful, esulting mmediately n new business worth over f300 000.Japan will be *{rry'nt*{cfi for us for the future.

Report by Janet Robbins 14th October



NotesCould ou sendme a short eport ..

Could ou s used o make request.You can also say:Canyou send me a short eport?Please mail me a short eport.

... Board meeting.TheBoard s he group of Directors homanage he company.We hold weekly Board meetings.Themembers f the Board will hold a meeting.

Japan Visit BeportA formalor informal eport has a clear itleand sub-headings. he ormat variesdepending n the purpose f the reportandindividual ompany tyle, u t usual ly as hefollowing ections:'l'itle

Background/lntroductionDetails/FindingsActions/RecommendationsConclus ions

The purpose f the visit was to take part in theTokyoTechnology xhihition ..

The opening entence f a report learly etsthe scene:This eport shows sales rom2000 2003.Finance equested repoft on expenditure.

2 il)O enquiries were received ...Use he passive o describe ctions withoutsayingwho does hem. Forexample:Several omplaints were eceived.The estaurant was closed or two weeks.200new orders were placed oday.

We need to follow up customer enquiriesimmediately.

Actions nd recommendations ftenuseverbs f ke need, must, ave o and should:We need o support our agents overseas.We must make sure hat we deliver oday.We must ensure our prices are competitive.

We recommend hat he new agents hould visitthe UK ..

When making recommendation rsuggestion. ou couldalso say:

We ecommend ou ry a new supplier.We suggest ookingat a number of alternatives.Our ecommendation s to sign he agreement.

... a key market...

A keymarket s a very mportant market oryour products.

Just one thing nissing - can you send me thecost analysis ..

Use a dash -) n an nformal message oadd a request r extra nformation.More ormally ou could ay:There s justone hing missing.Could ouplease send he cost analysis?

. exhihition stand E r0 ffiBullet oints . ) are often used when istinginformation, igures tc. o make heinformation learer.

. expensesThe money given o you by your company ospend n company usine ss.

... ExpenditureThis s he amount of money pent. For

example:Marketing xpenditure ose hisyear.

Anticipated RevenueAnticipateds what you expect o happen.Sales were higher han anticipated.Revenue s he money he business eceivesfrom sales.Revenue astyear exceeded 35K.

ffiffllmncBrttish Amerlcanexhibitian wnd exhibitisnboothpo&inE f,catalogaes

nailing af catelogs

... as soon s ASAP{pronounced y-sap}possible. {Thieabbraviation s also

used n British Englishpronounced y-es-ay-peebut would only be used ninformal'emaiis.)



Prssenting numbers

Visitor Feedback&*yn*r ;bd ,fiSiiffiStl to the centre. ffi jffi&l*i *ljunder sixteen. 9&:. [email protected] r#l*iffilffiiil,rf*r:* ,i&ativt and interesting. $fin$:.@ptre snils W,,S:ffi;ltGffirx h*,0fi,*S fir,,

Describing tronds

ieDear MarciaYou may be interested n the findings of our recent survey:FindingsIn the summer, we analysed he success of our ne w TV promotion by interviewingcustomers n different cities n Germany.Following the TV promotion, asbs lwrt up,bV,SS:ffi$Mlt*: in most major cities. InHamburg,tffimcahtplilrof tl$rg;f,:lt*isrfrom astyear'sfigures . However, nthe smaller cities, he promotion was less successful and tffi;;Wt*$ $lby2 per cent.

taking eomparisonstrl

ProductSales Report First Ouarter

Compared ith last quarter, ur supermarket tffi Frozen oods are stillour most popular product,with 52 per cent of tota l sales, ollowed by bread with 20per cent and soft drinks with 10 per cent.

Drawing conclurfions

SallyCan you include he following n your productivity eport:

Conclusion.l# lfH*{A$ This lowmorale was due to the pay cuts that were introduced n March.:lffi$fi;*.i|fr|fi

r**it1x &dfu,r m;#*i#*i*i" i

Jamie



NotesThisyear we had over25Un visitorc ..

Otherways of givingan approximatenumber:We had more han 25 000 visitors.Therewere about 25 000 visitors his year.(About anmean more han or fewer han25 000./

A third of the visitorc were children .. .Athird= 33 per centA quarter= 5 per centA half= 50 per centThree uarters 75 per cent

Approximately t) per cent of the visitorc saidthey found the centre informative . ..

You can express igures s a percentage.France as a 25 per cent market hare.40per cent of our cars are exported.

Most people were happy to pay the entrance feeof &1.50.

In BritishEnglish he decimal oint s writtenas a dot (.).Manyother countries se acomma ,) .

... sales went up hy il) per cent, ...

Other erbs o describe n upward hange:Sales ose y 20per cent.0rders ncreased ast month.Sales eaked n June.Note he use of the prepositions yand o nthese sentences:Consumer pending ose ty l0 per cent lastyear.Spending ncreased rom per centto l0 percent astyear.

...there was a sharp ise of 40 per cent ..Otheradjectives o describe change:There has been a s@ny decline n enquiries.Therewas a S[gbtdrop n sales ast month.Therewas a significant mprovement n orders.Therewas a dramatic ise n profits.

... sales dropped slightly ...Other erbs o describe downward hange:Profitswent down ast year.

Sales ielln January.

0rders declined ast month.Numbers eueased n July.Slightlyindicatessmall change.Otheradverbs o describe he degree fchange:Sales ellsignificantly ast month.0rders declined teadilv ast quarter.Profitswent down dramatically.

.. . sales are higher.When making omparisons ou can useexpressions uchas:Sales ere higher n Aprilthan n May.Thismodel s more expensive han he old one.Chocolate s our most popularproduct.

This s the eastsuccessful roduct.Last yearb lall in productivity was a directresult of low morale.

Alternatives o a direct esult f:It was a consequence f ow morale.It was due o ow morale.Morale s a mental nd emotional ondit ionof enthusiasm, onfidence nd oyalty.

These pay cufs werc responsible or theincrease n sick leave.

Afternatives o to be responsible or:The ay cuts aused he ncrease ..The ay cuts esulted n an ncrease ..

ffifficumBritbh Amcrican75%*threequarters also: fourth;

three ourthsl0l = one undred also: 101 oneandone hundred necentreLd:st'yerdirk'fallnproductiviry,

e*t*0rLattyeark dropin praductivity;(al*oused n British*ttrt)

-

... an ncreasa n sirlk, an ntrsase n thetesve" number f siekdays.lsickleave st used n {aldrussd n BritishAmericEn nglieh) . Englistrl



PracticeI Look at tttre company sales report below. Decide in which part of

the report (A - Dl you would find the information 11 71.

ITC lc Sales eport

A lntroduction

Findings

t Sa e q wq 1 wide 1qs .py. 1.8.gy.c.e.nt.p. e. a.qt.qg ftp..

C Recommendations

D Conclusion

V Sales orldwideose y 18percent n he ast quarter.2 This eport hows he breakdown f sales uring he ast ear.3 Europe tillhas he ar gest hare f he market.4 We need o increase uradvertisingn he FarEast.5 Overal l ,usiness as very ood ast ear ndwe expect hissuccess o continue.6 Sales n he FarEastfel l y3 per cent .7 We must ppoint ew agents n he FarEast:

2 Underline the correct word to complete this report.

Sales ReportIntroductionThis report shows he sales rends or the last inancial ear.Detai lsa At the start of the year, here was a steady/steadierdropn sales.b However, here was a sharp/sharplyncrease n March.c This was due o/caused/resultedn the introduction of a new pricing policy.d Sales ontinued o rise steadily n/onApriland May.

The summer sales ampaign was very successful.e This esulted n a dramatic rop/increasen sales duringAugust.

This rend continued ntil he end of the year.Recommendationsf We need o ensure our pricing policy s compete/competition/competitive.g We suggest nvesting/invest n further sales campaigns next year.Conclusionh ln total/0verall,his was a very successful ear or us.

i Compared with last year, sales were much high/higher/highest .



Look tt the graphc below then use the phrases in the box tocomplete the report.Each aragraphas een tarted oryou.Decide hich raph ach aragraphdescribes.

I . . . . 2

Sales$

attta

Sales$

Sales$

23Year

-ss+eescful- lh€]€ffr improvement w drop

a sharp ecline resulted n due o very ow

Three ears gowe openedhree ew hops.

A:Alpha erformedell n he irst ear nd ales .YpS.g. . . . . . significantly.

However,change f tanagementnyear,twoed o:

Fortunately,newmandger as appointedast ear nd here as een steady. since hen.

B

In he irst earBNKwas . h.e. g.*qt. . . . successful f he hree tores. ales

were and id not mprove uch n he second ear. hen eredesignedhestore nd his has . . . a significantncreasensales.

clncontrast, eo as he most. .t+gge5.lf.q nyear ne.Howevel incehen,sales ave allen increased ompetitionocally.

Sales re ont inuingto. . . . . . . and emay aveto onsiderlos ingthestore.

123Ysar

23Year



Some uceful phraeee.

Just a quick ote o say many hanks or sorting ut he problems.

We eally ppreciate verythingouhave one.Many ongratulationsWelldonel

This s o et youknow hat will be eaving he company.Please ome nd isitme.I twould e great o see ou.I was sorry o hear hat youare eaving.I wishyouevery uccess n he uture.

Good ews

I've ust eceived he results f he survey.The esults re verygood.You've one great ob

Have ou emembered boutthe arty?We hope oucan make t.Thanks or eminding e.l 'd ove o come.



MessagesAppreciation

Jlixilln,{riiiih,irq&,,*owiw.St&for sorting out the problems with the deliveries ast week.

*-T,h.msUY,*$ ,gict:s{ibw&& ffi.Look forward to seeing ou in Madrid next month.All the best

ffit}:t$ttgtffi*albr*re"g*rr:gm&rr. Everyone here n the Tripoli office has asked me tosend you their best wishes. We'll miss your visits i*t* ffi;ffild*,,With best egardsTareq

Dear riends and colleaguesThlr k:.t0:*dF,ffi*,*rw ffilfin*.tirffi #DC,at the end of this month. After a veryenloyable areer n the Buenos Airesoffice have decided o move back o Brazil.ll#ffik**d:id$ig**tif you are visiting Rio you all have my mobile numberWith very best wishes

Mario

Dear Mario*xt**,ffi n' ,Wiru$iltffi$ilk&hl@ ffiffi;$**x**[#i***i*W:i

'*l*and,ilriffirffi*i;li* [i*{estwishes, lejandro

Saying lfrank you

,AtiHft*trat$h*,1lr&'during the conference n London last week. lt went really well. Weare planning another event n Dubai n March and we would really appreciate our helpthere. Let me know if you can make t. iAll the bestAshia

Responding to tthanks

details when you have hem.

A personal announcement

Sayrng goodbye



NotesJust a quicknote o saymany hanks ..

Note he use ofTusfto ndicate he start of ashort message:Justto say have eceived ourmessage.Just to remind ou hat 'll be away next week.

We really appreciate evefihing you have done.fo appreciateisto alue. he use of reallymakes he meaning ven stronger.

Many congratulations on your promotion.The use of manyatthe eginning f hesentence dds a note of friendliness. otealso:Many hanks or all yourhelp.Manyapologies or the delay n sending his.

... stay n touch.Use his when you would ike o keep ncontact. You can also say: Keep n touch.I hope we dont lose ouch.

This s to let you know that I will be leavingEFPC...

This sto etyou nowthat . . . s a usefulwayto announce he reason or sending nemail .Notealso:Just o et youknow hat ..

Please ome and visit me .. .Other riendly nvitations o visit:Please ome and see me whenyouare n Bristol.You re always welcome ere.Youmust come and see us soon.

I was very sorry to hear that you are leaving thecompany.

You could also write:I was very sad o hear about t.

We willallmissyou.It won't be the same withoutyou.

It has been a pleasure working with you ...You could also say:I have eallyenjoyedworkingwithyou.It'sbeen greatworkingwithyou. more nformal)

... I wish you every success n the future.Sending ood wishes:Good uck n the uture.

Good uck withyournew ob.Enjoy our etirement.

Thanks or all yourhelp ..More ormal:Thank ou verymuch or everything.I am very grateful or all you have done.I reallyappreciated ourhelp.

It would he great to see you there.Some alternative hrases:I'd be very pleased f you could come.I'd be delighted f you couldmake t.I'd be veryglad f you couldhelp.

Good o hear that the event went so well.You can also write:It was good o hear ..Note how words can be eftout n informalemails g peoplewe know. Other examples:Very appyto help= | am very happy o helpSorry o hear about t = | was sorry o hearabout t.Look orward o hearing romyou= | lookforward o hearing rom you

&ifirh/Amiean ffswoeBdtbh American

I wassorry o hear I am sorry o hear hatthat you are eaving. you are eaving.

Stayn touch,

Nbte: AmericsnEnglieh often uses hepresent Ense or thiskind of cxpresgion.Kaepn tuuch,(also. sed n BritishEnglish)

Many congraUlations. fiongratulations,ln written English, Manyis not used nManyisadded here this way in Americanfor emphasis. English.lwitlbe leaving PFC. I an teaving PFC.... nry nobrta lmbar

;;#{:r*(phone}

I wish ouevery Best f luck n thesuccass or the uture. future. e,lso sed n(evelysuccesss not British nglish)used n American ll wish

'ou

... s notEnsrish)

*"Jnllio.ln,,"n,



idessasesGood newsg

HeliIt rweridl mgrtts:@*rmhd,fu ,i$,ffih of the Iatest custome satisfactiosurvey and the results are very good. Sdd$rs*il$l*iffilii j ffi,iet*ail( I heard har

you're coming nto the office next week. Hope o see you then.Macy

Replying to good news

ile#,fffil$ l1[fi*ffF;:You'veone a great ob l'll be n the office on Thursday owe cango through he results ogether.Heli

Bad news{:t

Dear Olgaf'nt r:*ed yonmtGffigewflllem,*i*,*om&.Mffilim x*As you know, he has notbeen very well for some ime. I'll be looking after his work while he s away so f you needanything, please ontact me.RegardsTim

Replying to bad newslal

Dear GeorgeI,r*n , ,b lwy *afffl$fi*li,|know you'll be worried about your work, but l'm

sure hat Tim can handle hingsl Take care and make sure you get plenty of rest.€ilril.*i ;;Olga

A reminder

Dear Sarah

W,,AffiH* *li@:h:rfur?We'd ike to organise a leaving party for her. Lhry*p***e,& k i ..*[ i **ru.By he way, do you think she would like some golf equipment as a retirementpresent?RegardsDuncan

Replying to a rominder

Duncan i*titrfi$Wi*il**$iffi,#about Mona's etirement. 'm sure she would reallyappreciate ome new golfclubs but I recommend hat you ask her what she would ikebefore ou buy hemlffi**- is he retirement artygoing o be n June?iff:*ffi"

lkiffiSil$a**$G'll be on holiday rom June 30.Best wishes

Sarah



NotesI'm pleased o tell you ..

Otherways o introduce ood news:Good ews 've ust eceived he results ..I'm happy o tell you he results.You'll e oleased o know hatthe results reverygood.

... l've just eceived he results ..More phrases or announcing ews:l've ust eard hat ..John has ust oldme hat ..I heard rom ohn hat...Didyouknow hat ..

I thought you'd like to know immediately.ft is very common o use thoughtor knew

to announceews:

I thoughtyou'd e nterested o hear ..I thought ou might ot know hat ..I knew you wanted o know he results.

Well done, Macy.An alternative o CongratulationsUsing he name Welldone,Macy)personaliseshe congratulations.

I'm sorry to tell you that George will he on sickleave for two weeks.

lfyou want o say more:He has been unwell or some ime.He has usthad an operation.He has broken his eg.

I was really sorry to hear you're not well.Otherexpressions f sympathy:I was sorry o hear hat you have been ll.I was verysorry o hear aboutthe ccident.I was shocked o hear about t.

Get well soon.An afternative: ope ou eel better oon.You may also see his ormal alternative:We wish you a speedy ecovery.

Haveyou rena nheted hat Mona s rctiring n June?Have ou emembered hat... and Justtoremind ouarc politeways of remindingsomeone. ompare ith:Have ou orgotten hat ..

I hope you can make it.

Tomake t(informal)means

ocome/attend.

I hope you can make t to the meeting.I hope you can make t on Tuesday.

l'm sure he'd want you o he there.Use 'msurewhen you believe omething strue.I'm sure told you about t.I'm sure e agreed o come.I'mnotsure ndicates ncertainty:I'm not sure f I told you.I'mnot sure who s coming.

Thank you for reminding me ...Note how we use Thank ou or +ing:Thank ou or helpitg me.Thank ou or sendfugthe epoft.

Justto check...Other phrases o check meaning:Just checkingCan just heck ..More ormal ways o ask or clarification:Can ou explainwhat youmeant y ...l'msorry, ut could ouplease larify ..

lf so, 'd love to come./f so means f this s trueor lf this s the case.

Briffuh/Amiem frmsBritirhWelldanel(Notussd n

AnrericanEaad sbl

American nglish.)t:'tlbe loaking fter t'llbe taking arehiswork of hiswork ..

(Alsoused n BritishEnglish,hough essfrequently.)

A leavingparty A farewell arty

l'llbe on hatiday t'ltbe on vacationfran June i. stafting une 3A.{pronouneed une (pronounced unethe hirtieth) thirrieth)He has usthad an He usthadanoperationlHa as aperationJ4e roks hisbroken is eg. leg.'I was eally orryto t'Nt an really orryhear .. to hsar ..Equipnent ooking Equifnent Reservation

Form Form



PracticeMake tlrese statementa more'friendly'. Refer to the messages inthe chapter and the phrases belowExAMpu:Pte+s.e. .Q4e ql{visit.$s,. .

a Have restMake ureb Thank ou.

Manyc Sonja as roken er rm.

l 'm orryto. . .d John s retiring extmonth.

Just o et . .

e I willcome o he party.t 'd . . .

f I hope ou anattend he meetingI hope ou an

g Hewants ome ports quipment orhis eaving resent.l 'm ure e'd

h Contact e.Pleasegetin.

,. .

Complete the sentences with a form of the word in brackets.ExAtptE:have eatty.g d9Y.<4.. . . workiniwith ou. (enioyment)

ta Are ou ookingforvqardo your

b l 'morganisinga. . . . . . . . forMona.

c We really. . allthe elp ou ave iven s.d Just o et you now bout aura's

e Wewere ll . . whenwe heard he news.f Could ou . exactly hat s happening?g lhaveanimportant. . . . . . . . tomakeh Many . .Very ell onei lwassorrytohearaboutyour. . . . . . . .1e9.j I hope ouare eeling etter fter he

(retire)

(collect)

(appreciation

(promote)

(shock)(clarification)

(announce)

(congratulate

(break)

(operate)



3 Put the sentences below in the correct order.a to hearingrom ou.b forhelpingo organiseheoffice arty.c Manyhanksd your elp gain.e lt wasa great uccessf Couldou allme

g Weareplanningo arrangeh to discuss his.i Allthe estj Lookingoruvardk andwe would eally ppreciateI another ventnDecember

Hi lattr

s..\^.tly. h*lkl

Cortchitar

4 Match the two parte of the sentences.1 | was ery orry o2 Just oremindou345678I

abcdefghi

Weareplanningo organisel'msure hatRosaShe ad o eave hecompanyI have ecided oGoodol'dbedelightedfIthas een

wouldike o come o he party.move ack o Dubai.hear hateverythingentwell.thatFriedas retiringextweek.hear hat ouhaven't een ell.forpersonaleasons.a eaving artyorher.pleasure orking ith ou.you ould isit s n hesummer.



5 Gompldte the puzzle below and find the keyword.

r .PJeaSe. . . . . . . . . .keepintouch

2 You re ery . . . . . ocome nd tay ith s.3 Have ou . that t s Julie's irthdayomorrow?4 Many . . . . . fora l lyourhelp

5 Wewish ouevery. . . . . n he uture.

6 | . , . . . you'dike o hear henews mmediately.7 Wereal ly. . . . . a l lyourhelp .

8 | was orry o hear hat ouare . . . he company.

KEYWORDP. .

6 Complete the s_entrlnces with a preposition.

EnlrrptE:ongratulationsOh . . . yourpromotion.

a lwassorrytohear. . . . . .youraccident .

b We are ery rateful allyour elp.

c lhopeyou refeel ing et ter. e tplenty . . . . . . rest .

d lgoingtobe. . . . . .hol iday nextweek.e I 'mafra idKate is . . . . . . s ickleave .

f Who ooks . . . . . Kate's ork when she s away?

g l ' l lbe back Friday? ee ou hen.

h Thankyou. . . . . . remindi ngme.

1 P I e o\ s e2 w

3 r4 a5 s I

6 t7 a

I e g



Glossary

I TheBasicsBeginnings ndendingsHiKimHow re ou?

l'm inalisinghedetails f heLeadershipCourse.

Best egardsNochanges eeded.No hanges reneeded).DearMsNovotna Yours incerelyI wouldike o nvite ou ovisit s.I lookorwardo meeting ouagain.Dear ir/MadamYoursaithfullyThis s o confirmhat our urrent olicy

covers ou.

Basic ayoutItwas oodo meet ou t he eminarnParis.I wouldike o arrange meeting ith ou.Wehavemany ew productshatwill nterest

you.Couldou etme now fyou reavailablen

June th or6th?I lookorwardo hearingrom ou oon.Please ote hat urKorean gent illbe

visitinghecompanyext riday 1 une.Please onfirmhat ou anattend.Dear l l ,

l 've ttached copy f he menuor heannualdinner.

Laurent,lease an oumakehearrangementsfor hemusic?

Youranguage



MakingGontactMessagesIhave een our-advertisementn our eb

page.I wouldike o apply or he post.I amcurrently orking sa Marketing ssistant.Iwork ora publishingompanynLondon.Thank ou oryour mail.I ampleasedoattach ur nline pplication

form.I lookorwardo your eply.I enclose yCV s equested.Please etmeknow fyouhave ny ueries.

I apologiseornot endinghis arlier.Please allmeonmymobile.

MessagesWearewritingo nvite ou o a conference.Please ake ook tourwebsite.I am endinghe cheduleor he

forthcomingonference.

Wewouldike o attend he conference.Wehave eserved stand oryou.Could ouplease end sa $umgary fyour

company y heend f tteweek?Wearean establishedompanyn he UK.Weproviderainingor hemanufacturing

and ervice ndustries.

Weare happyoprovide

n-siteraining.Wecanprovideraining tvenuesn heUK.

Youranguage

3 ArrangementsArranging visitWewould e ery leasedfyou ould isit

0urcompany.Please et us know ouravailability.

Thank ou or he nvitationo visit ourcompany.



I look orward o yourconfirmation.Just o confirm our isit o us next Friday.See ouFriday.I am attaching mapwithdirectionso our

facility.

Followtheoad round o he main eception.Doyouknowwhen ouare planningo arrive

yet?

Travel rrangementsl've utogetherhe ollowingtinerary.We need o finaliset oday.Departures rom Milan t 11:05 n light A68.

Youwill havean overnight tayatthe Hilton otelinSalford.

Your ick-up ycompany arwillbeat 8:00.l'mbooking on's lights oday or he Berlin

meeting.The Lufthansalight eaves ondon t 7:30.Shall reserve oua seat on he same lights?I amwriting o confirm he reservation.Could ou check ut he ollowing or me

please?

Has he airlineeserved naisle eat orme?

Taking nd orwardingmessagesl'msorry wasn't ree o speak.I tried o call ouback hisafternoon.The umber asengaged.Jane axter as een elayed nShanghai.Can ou ive er pologies,lease?There re till ome etails o sort ut.Can e call er onight,lease?l've ust eceivedhedraft tineraryorSweden

fromHelen.Have ook t t.

Thanksor his,Stefan.

Youranguage



Let's ay 10a.m. n my office.I shallbe away rom he office ntil22July.

4 MeetingsSetting pa meeting 11

Weneed o set upa meeting.How bout extweek ometime?What bout uesday t 1 p.m.n he canteen?Wecould ave workingunch.I would every leasedovisit ounext uesday.3 p.m.woulde inewithme.I lookorwardo seeing ouagain extweek.Can ou onfirmhemeetingn2lst nBonn?Weneed o inalise rrangementsoday.I want o meet rgently.The urpose f hemeetings o brief ouon he

meeting.Please lear our iaries.

Setting p a meeting 21Pleaseetme nownadvancefyou re nable

to attend.Agenda/Vene/Paticipats/Apo,logiesl'veattachedheminutes f he astmeeting.A0B/Date fnextmeetingPlease ote hechangeo tem on he agenda.l'vemovedhe nternationaltrategiesapero

nextweek.

We'll eed o circulateheagenda riortohemeeting.

Our omputer ystems down.ls t possibleo put hison heagenda or

Monday's eeting?l'd ike o run hroughhe inal rrangements.Weneed o ensure hateverythinguns moothly.

Youranguage



YouranguageMeetingollow-upReviewf ast uarter'serformanceAll eams o provide eekly eport.Schedule nterviews ith he Press.A0B= anyother usiness

l've ust ooked t he minutes.We'llneed o rearrange date.I suggestthe nd une.Can ouplease end ut an amendmentto

everyone?Re. henew rochuresBy heway, was nterestedo see ur new

sales arget.Thanksoryour ommentsnourperformance.l'vepassed nyour ongratulationso he eam.Thank ou orall our upport.

5 EnquiriesMessagesPlease end e current riceist.

Couldou nclude ome amples?Thank ou oryournterestnourproducts.Your mail as onruardedo me.Webelieven buyingromFairtrade

organisations.You ill ind urthernformationnourwebsite.I will end ou copy f our ew atalogue.Manyhanks oryour romptesponse.

Weare ery nterestednorderingrom ou.WouldMay 4th e a suitableime o visit ou?I enclose copy f our atest ompanyrochure.

MessageWhatwould ouadvise s o do?Are here ny uppliershat ou ecommend?It's est ot o start he machine gain ntil he

engineer rrives.



YouranguageHave ouconsidered ontacting udul?You ould onta,ct niversal ools.I would e gratefulfyoucould end me urther

information.Thank ou oryourenquiry.l 'mafraid e do not un anygeneral ourses.I have oruvarded ourenquiryo Filton ollege.With eference o yourenquiry.You ansee urther etails f our school y

going o ourwebsite.

6 Orders, ealing ith problems

0rdersWe have ecently rdered ome ew officefurniture.

Could ouplease uote or emoval f existingfurniture.

We would ike o place norderwithyou.Your erms nd conditions tatea delivery ime

of ourweeks.

Would t be possibleo dispatch he tems withintwo weeks?

lf here s an additionalharge, 'pleaseet usknow.

I can confirmhatall he tems ouordered rein stock.

We'd ike a repeat rder.

ls his our atest atalogue?Could ougive s a irmdelivery ate?Could ouconfirmhatourusual iscount ould

apply?

Dealing ith problems11l'msorry o say hat we may notbe able o meet

the agreed chedule .



I 'm fraid ewillfall ehindchedule.

I was ery urprisedo receive ourmessage.You ssured s hat his chedule as

guaranteed.0n Friday 3thMarch e ook elivery fa

consignmentfCD ases.0n unpackinghe boxes, e ound hatmany f

thecases ere amaged.This s extremelynconvenientorus.Weurgently eed eplacements.I am ery orryto earthatyou ad roblems

withourdelivery.Wehave ent replacement ycourier.Our egular acker as nholiday.Our ervice asbelow urusual tandard.

Dealing ith problems 21Weare ery nhappy ith he evel fservice

youhave iven s his ear.Wealways ave o wait orspare arts.

Wehave ad o shut ownroduction

n hreeoccasions.Iwas ery orry o hear bout he problemsou

have xperienced.Weshould eet ssoon s hearthe utcome.I expect o receive is eport y he end f his

week.Wehave till ot eceived hisorder.Weapologiseoranymisunderstanding.Wedo ry o keep ur website p-to-date.I regrethatwe cannot ccepthe eturn s

faulty oods.Asa goodwillesture, ewill ssue credit ote.Itrust hismeets ith our pproval.

Youranguage



7 Short eportsProvidingnfomationCouldou endme short eport?Weholdweekly oard eetings.The urpose f hevisitwas o ake art n he

Exhibition.

2000 nquiries ere eceived.Weneed o ollow pcustomer nquiries

immediately.We ecommendhat he newagents hould isit

theuK.Just ne hingmissing can ou endme he

cost nalysis?ExhibitiontandExpenses/Expenditure/Anticpated evenue

Focus n Facts nd FiguresThis earwe had ver 5000 isitors.A hi rd f hevisitors ere hildrennder ixteen.Approximately0per ent f hevisitorsaid

they ound heCentrenformative.

Most eople ere appy o pay heentrancefee of$ii1.50.Sales ent p by30per ent. 'There as a sharp ise f40per ent.Sales ropped lightlyy2 per ent.Compared ith ast uarter,ales re higher.Last ear's all nproductivityas a direct

result f ow morale.

These ay utswere esponsibleor heincreasensick eave.

Personal essagesMessagesJust quick oteosaymanyhanks.We really ppreciate verythingouhave one.Many ongratulations nyourpromotion.

Youranguage



Stay n ouch.This s o etyou nowhat willbe eaving FPC.Please ome nd isitme.I was ery orry o hear hat ouare eaving

the company.

It has een pleasure orking ith ou.I wish ouevery uccess n he uture.Thanksorall our elp.Itwould e great o see ou here.Goodo hear hat he event ent owell.

Messagesl'mpleasedo ellyou hat 've ust eceived

the esults.I hought ou'dike o know mmediately.Welldone, acy.I'm orryo ellyou hatGeorge illbe onsick

leave or woweeks.I was eally orry o hear hat ou're otwell.Getwell oon.Have ou ememberedhatMonas retiring

inJune?We'd ike o organise collectionorher.I hope ou anmaket.l'msure he'd ant ou o be here.Thank ou or eminding e.Just o check is he partynJune?lf so, 'd ove o come.

Youranguage



6 1b 2c 3d 4a

7 TheCustomers always ightJohn mithLaptop, rojector,ideo4thoctober

Conferenceoom

3 Arrangements1 a confirm single 22nd uly

b pleased nextweek stayc office contact queriesd invitation August attend

2 1e 2a 3i 4b 5c 6d 7f 8g th

3 lb 2a 3f4c 5d 6e

4 a along; n b in;at c at; at d from/tofor e foro on;to

5 a correct b notnecessary correct d notnecessary incorrect-forf correct g incorrect away h incorrect at

6 MarketingToattend gentsWorkshoP17th une 1:45AirFranceCredit ard

4 MeetingsI aavai lab i l i ty manage csui t davai lab le su i ts

2 1 We'll eed o2 Thank ou or3 Can ou ass n4 Can ou onfirm5 Pleaseetme now6 | would e very leased7 What bout

3 l i i i 2v 3vi 4vi i i Svi i 6 i i 7 i 8iv



4

5

j Lookingorwarda to hearingrom ou.i Allthe est

Conchita1e 2d39 4a 5f 6b 7c 8 i9h

1 please2 welcome3 remembered4 thanks5 success6 thought7 appreciate8 leavingKEVWoRDpleasure

aabout bfor cof don eon faf te r gon ".h or".1



Punctuation

Emails are often written very quickly, and rules of punctuation are notalways follo{red. However, corect use of punctuation makes themessage clearer. Some examples:

An apostrophe contractionIl ' l lsend ou he eport s soon s possible .11 '11=wil l )

An apostrophe possessive)John's chedule.

BracketsTel: 01423}87900

A colonWe willneed he ol lowing:

50chairs5 desks1 digi tal roiector

A commaThenew director, red Cuplet, illbe n he office 0m0rrow.

A dashSaleh can oucal lme omorrow.

A dot

Theweb address s efpc.co.u(infoAn exclamation arkWelldone veryone

A ful lstopl ' l l ryand al l ou 0m0rrow t3 p.m.

A hyphenl 'dprefer o have right-hand rive ar.

0uotation marks

Mayumi aid hewas pleased" ith he esul ts.A questionmarkHavewe forgotten nything?

A semi-colonBusinesss going el l ;we have ncreased ales y 20per cent .

A slashTheweb address s efpc.co.uldinfo



Dates and tlmes

DatesThere re everal ays o write he date:Ihavebeen working s a Marketing anager ince 6 uly2002.The ontract wassigned n March 0 2Wl.Production f he CP4model tarted n l.0.07.01.

Toniwillretire on23rdNovember 002.See ouat 2 p.m. nThursday Sept.

When ouwrite he date, oucan eave ut he etters -st -nd, rd, 4hl hat ollowhenumber, utyoualways ay irst, econd, hird,ourth fc.whether ouwrite t or not:3 July 2001 the hirdof July, wo housand ndone,or July he hird, wo housand ndone3lst December the hirty-firstfDecember

You an write hedate ompletelyn igures 0.07.03,uttomake ure here s nomisunderstandingt is better o write t in ull fth July2003 r July hth2M3

Gommon Expressions of TimeFor

Wehave een xportingo Brazilfor hree ears.I havebeen rying o contact ou or wo days.(Forrelerso a periodof time, showing how ong something as asted.i

SinceI have een waiting ince he beginning fAugust or a reply.We've een upplyinghesematerials ince U)2.(sincegiveshe starting ointof actions ontinuing p to the present./

AgoI lefta message hreedays go.I visitedHamburg any ears go./Ago hows when a past action started but not by givingactual dates./

LastI enjoyed eeting ou astweek.The onferenceastyearwas greatsuccess.

NertI look orward o seeing ounextMonday.The oodswillbe eady or delivery ext week.

UntilI willbe at the officeuntil p.m. onight.l'mgoing o staywith he company ntilSeptemher.

English for Work - Everyday Business Writing

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