9
BUSINESS CORREPONDENCE A t Evryy Wrt IMI
Lin Lougheed ngnc oes onlne resouces fo teaches and suden. Access ou Companion Webstes, ou onlne catalo and ou loca oces aound the wod.
ngn ngs ccss ofes onlne ouses to gve leanes fexble sudy optons Couses coe
Genea Enlsh Busness Enlsh and am Pepaaton Vst us a
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ting, Writin spondenc e A Guide t o Eveday Wr sine ss Corre sp B u si ton Sec ond Edto
tion, Inc. son Educatio P ea s ight © 2003 by Pe Copyr igh All r ghts r eser ed repr oduced b e rep ication may be t of this publica No p t s mited n a t r r t r o tor ed n a r etr ieval system stor nic mechanical r o t c l e r by any means e in any f or m or b rwisee tocopying, r ecor ding, or otherwis photoc isher . e publish the th o f n ion io s iss rmis rm e p r p r o rio ri thout the p witho lains NY 06 06 B ank Str eet White Plai son Education 10 Ba Pea s ign: Allen Ascher uctional design nst u of ns tor o ident dir ector V ce pr eside Development dir ector : Penny Lapor te lanf ord ir ginia L. Blan Wassner V ir ian Wa rs Ma i itors tions edito Senor acquisitio itor Andr ea Br yant Development edito ion Rhea Bank er roduction r of design and prod rector o V ce pr esident direc ive managing editor Linda Moser Executive ting m anager Ray Keatin ton ma Pr oducto Pr oduction editor Sasha Kntzler ing Patr ice Fr accio manuf actur ing o f m Dr ector of uyer David Dick ey b g n u r manuf act ior m Senior r desgn Pat Wosczyk Cover d A nn Fr ance ign An T ext design iti ition Pr ef ace Inc s o p m c o t x e T jor y Dr essler ; ustr aton by Mar jo llu tal ll igital cover digi s i t d e c r Photo W e y Images 9: Ey ir e Collection / Gety tion / Gey 1 EyeWir e Collectio n/ r Pier ini / Gety Images 27 EyeWir e Collectio Javier P Ima Images 1 ir e W e y E 3 Images 4 Getty Images 5: EyeWir e Collection / Getty tty in / Getty Images ier in tty Images 5: aver Pier tion / Getty Collectio tion / 7 EyeWir e Collectio 6 s e llection / Getty Imag 59: EyeWr e Colle yeWir e E 3 8 s e g a m I y t t lection / Ge Getty mages 75 EyeWir e Collec ages m I y e G / n tio I mages; 9: EyeWir e Collectio tty Im tion / Getty Collectio ion ion / t c lec le l o C Images; 09: EyeWire y Ima tty tion / Gett llectio 99: EyeWir e Colle the n tos i the y Images. All photos tty ages 121 Monica Lau / Gett Getty Image ro m PhotoDisc / Getty Images t's Good Business boxes f r T hat's
SBN: 01089922
Prnted n the Unted States of America 5678 5678 9 IOIO-CR CRKK-0 0 0
CONTENTS A ee o You iv Tes Youse v o he eahe v UNIT
Wrtng a Coer letter .......
UNIT
Repyng to a Job Appcant ..............9 Requestng a Serce ......... 9
UNIT 4
Confrmng a Servce .....27
UNIT 5
Orderng Suppes .......35
UNIT 6
Confrmng an Order ........43
UNIT 7
RequestngInformaton .............5
UNIT 8
ProdngInformaton.. " ........ 59
UNIT 9
Wrtng Cam lettes .......... 67
UNIT 0
Wrtng Adjustment letters ............75
UIT
Wrtng Remnder letters and Coecton letters .... 83 Repyng to Remnde letters and Coecton letters .. 9
UNIT 3
Wrtng Empoyee Reaton etters ...........99
UNIT 4
Wrtng Customer Reatons letters ....... 09
UIT 5
Wrtng Persona Busness letters .........
Refeene Gossay Answe Key
ETTR TO YO
P
ELTDMSION 10
STREET, SUTE 900
WITE PLANS NY 060951 TE [914] 287-8000
August De Reader: I wote the second edtion of
fo you.
It will help you become a successul member of ofce te You ll lea how to ite clear and eective lettes, faxes, memos, d e-mails ou will le common expressions d procedures used
business
You
will also mpoe your bsic Englsh sls This book prodes many models of the most common types of correspondence with raar execises and lots of practice in peparng etters faxes memos, and emails There is also a Reference Section, which is a handy summ of key infomation for business correspondence ou may se this book with or wthout a teache All the swers are in he Answer Key on page
You can corect your own wok d
build your business skills Good luck! Snceely yours
Ln Lougheed
TEST YORSEF Bere yu be see hw uch yu kw abu busess crresece Labe e ere eees s leer 2 a s he ra hs eer bck sebck r ee? he sae bes shw ee errrs Wre e crrec wr r cua abe e errrs he aswers are he Aswer Key ae I yu ee he k a he Reerece sec ae 3 Aer yu sh hs bk ry he es aa Yu w see a b ree!
434 Grd Hoel Aveue Tpei Tw
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aut
(3), (4)
r. Gibert m Rairez Vice President, Marketin sup and Saads Restarant Weste Avenue Ls anees Caifa
(6)
7 8, (9
dear Mr rairez
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yur etter f March
2,
Te s yur trave pans and we' eet y at the airprt?
arried this in
We apprecate yr interest i ur cpany I lk rward t yr vsit next nth
4
J Sincerey yurs
THE TECHER hing Suggestions w t wt bsss cspc t as dct as stts tk. sss s v mac T a pass a xpsss tat a s W sts bcm ama ts xpsss t w t as t a bsss tt. bk tacs stadad mats a pass tts t mst cmm bsss wg t bk stdts w a xct ct t bsnss Y ca mak t xpc b xpag t bk acvs. H a sggsts xpas acvs t c stts' cassm xpc. cag sts t a cspc. I t av accs Itt av tm g t cck ag t t sss Cspc Y stts ag wt stdts a t wd ca pst t t T s btt wa sts t mpv t wtig ab ta b wtg Fis ay of Cass
ose Estabs a statg pt. Atvty 1: av stts wt a tt gs
stdts st wt t sam sbct Gv tm a sbjct tat t mgt av sm tst askg a cg catag appg f a b) T cct t tts wtt gag tm. t ast da cass av t sdts wt a tt t sam sbjct. t t gia tts t tm a av tm vaat t w pgss. t sd b sgcat Atvty 2 Oc t stts av add t gs bsss tt av tm wt a tt w agag t sam sbct. T pps ts actvt s t s w mc t abt cvts tg a bsss tt t w agag sk hm sts abt t mat tt sc as W s t dat t paagaps td (k at t c sct ts bk p.) Atvty Nxt av t cass as a w wt a bsss tt Egs t sam sbct. s t cps t tt wt tt t bad W a sd av t stdts c t tt t bad t t tts a t t at s t sa ad
o he Teache
wat s dt bw t tt ba a t w tts T ca d ts pas sma gps t t w cass a-u bf a U
pose Lt t s s pvs kwdg
Pv a bass ag Atvt Hav stts a t tt. sk a ca xpai w a ps w wt tat k tt Hav sts wt a tt t t cs. t cct cct a t tts. T stts sd kp tm t cct dg t cs t t
Un-Specfc Aces Fwg a xpas actvts t t scts ac t Gg Sa T st pag ac t pvs t ctxt t t. T as t b a as t wt sp t a tt. T mata ts fst pag pvds t as T stdts tat agag mat and s ta tc) cspdc s mc m ma ta t agag sd xta cspc S t ca spt dcs F xamp satats a ft t s -ma spca wt a cmpa Smtms sbjcts a ppd m stcs s w v app cspc adss t a stag t a ct. Nt Sm st dcs a xpad t Lagag St sct pag v T a ga pcs cspdc at t stat ac t wd b a m wt baks Stts a t a t cspdc t cmpt t m. t cpt t m accat t std t mata ose Pv ctxt tt wtig Atvty 1 stts ad t pag dta av tm skm t ad mak assmpts abt t ctxt. sk sts sc as Wat s t sd wtg abt Hw d tk t sd s Hw wd a t stat cspdc Atvty 2 g a xamps bsss wtg a dscss tm. Hav stdts bg wtg tat s vat t t t tpc Ms Wwtt bsss cspdc cms ck t t pt t s tg ccs ad pt. d bsss wtg atas gd cst ats. Wt ac md pt t
ho the correspondence clarifies the issue and encourages a response rea it often taes more an to leters to resolve a problem There is sometes a need for fther clarificaon Sometmes problems are solved on the phone and then ooed up n ritng Noneeless these models i serve as examples of ho to rite clearl concisel and eectivel uros: Establish a model Teach students to get the point
Activiy 1
Have the students scan each leter to loo for specic nfomation such as date sender etc Activiy 2 Have the stdents sim each letter to loo for e ords and phrases In smal groups have them discuss the content and describe the pupose of each letter
Activiy
Dictate the letter to the class or have pairs of students dictate to each other Composing Your Message This section graphicall
illustrates the parts of a letter. Using this as a guide students ill easil remember the parts hen the start to compose a letter There are man as a riter might express an idea in a letter The most frequent activit in this section gives students exaples of these variations mixed ith sentences that are inapproprate because of stle or content This is challenging because stdens must determine not onl if the content is correct but also f the stle is approprate Of the tree choices to are appropriate Those that are nappropriate because of stle are identifed as such in the anser e uros Give students a formula to guide their letter riting Activity 1 Help students understand and learn the parts of each letter
Activty 2
Have students loo at the letters the rote the irst da o class and ind the parts; rerite f necessar his section ocuses n grammar and stle You can also go bac to letters n earlier units to find examples o topics being discussed Wtig You Messge
t rti uos Focus on common stlistc devices in business correspondence
Activity 1
Have the stdents rerite letters usg a dierent opening/complimentar close
Activity 2
Have the students rite sentences in different business contexts using the phrases and expressions used in the model letters Activiy : Have the sudents rite letters using the phrases in the Useful Language boxes
ttr rti uos Reinforce busness communication vocabular phrases and pattes
Activity 1:
As questions such as: Who ote it? When as it ritten? What does the riter ant done Activiy 2 If students are familiar ith the parts of speech have them examine the letter determne hat knd of ord could go in the blans Activiy : Have the sdents t to fill in the blans ithout looing at the ord box
Activiy 4:
If students are familiar ith the parts of speech have them identif ords in the box b part of speech Activiy 5 In pairs have the sdents correct and/or compare or Activity 6: Have the students identif the parts of the letter
ttr rti uros uide sudents to reread and proo letters or possible errors Activity Individuall or in pairs have sdents proofread the letter line b line Activity 2 Have students rerite the letter Activity Have students rerite the letter ith different openings and/ or complimentar closes
Activity 4: Pont out grammar and/or punctuation rules
ttr rti
rr rti
uros Let students appl hat the have learned to create their on letters
uos Focus on common grammar fond n bsiness corespondence
Activiy Activiy 2
Activity 1
Have the students underline or circle the grammar pont under discusson n letters throughout the chapter
Activity 2
ave the students rte a sentence i ilar to the ones the ave ared
Have students rite the letters Have peers proofread the letters
Wods nd Expressons to Know
uos rovide list of relevant business vocabular These ords are defined in the lossar on page 9
To he Tece
Use ocby n contet 1 Reew the nt nd dentfy wods mght be new to stdents n ddton to those t the end of the nt. Mke st of these to eew wth the stdents.
2
Dctte the st stdents cn mke bot menng nd speng, nd poofng by coectng the wods (o wods) gnst the st ty e stdents choose one o moe (s) to se n sentence As css, n gops, n ps, compe the wods nd sentences vty
vty 4 Choose wods tht weent pcked
them n sentences. Ask stdents to gess the fom contet
5 ps, he stdents sk qestons.
sks "ow do yo spe tht wod? spes the new wod nd sks, "ht does wod men Stdent ges the meng. vty e stdents pck wods fom the st nd nme wods fom the sme wod fmy, o ) nme wods wth the opposte menng
secton podes fthe epnton on the ween nfom nd fom wtten nfom Engsh s often sed between o peope who wo cosey togethe o ow one nthe ey we. om Engsh s sed when to soeone yo don't now o don't know we. t s so se when wtng to speo nd when wtng to someone fo the fst tme ch nt opens wth few peces of mte, cng e-s ds notes, chts nd eb ges Soe of ths mte contns nfom tht yo stents my not be fm Beow s ntbynt epnton of some ths nge he tentes gen show the oe fom wy to sy the sme thng.
U
s p 1
noma (ad) A oege degee s mst ona A oege egee s n essen eemet
he se of s domtc t s often sed n ds o onestons t s geney not sed n fom wtten ngsh noma ad E-m s to Foma ese em yo sm to .
To h Tahr
In ds, wods e often deeted to consee spce. he wod sm comes fom the Fench. It cn so be wtten wthot the ccent mks sm Inoa ad The dmn. sst. w Foa The dmnsttve ssstnt w .
dmnsav asssan s shotened to dmn ss
hs s common n detsements, whee spce s t pemm, o n conestons. Smy the dmnstte deptment n compny s often efeed to s the dmn Dpamn o smpy
admn n admn monn U
Inteoce em (p )
Inoa Thnks fo sendng ot the cknowedgmnt es. Foma I wod ke to thnk yo fo sendng the ems to the job ppcnts cknowedgng the ecept of the ppctons.
U 3
Inteoffce ems (p
Inoa I got boche. Fona eceed boche Inoma See f they cn . Foa If yo he tme wod yo pese c them nd sk f they cod Inoma Lnch s no pobem. Foma The wod be pesed to cte nch
U Inteofce memos (p 7 Inoma They hent gotten bck to me. Foa They hent etned y c to te me wht they wnt Inoa od yo foow p Foa o yo be be to contct them nd etemne wht they need Inoa bffet nch wod be OK Foma bffet nch wod be fne Inoa ny othe pobems et me now Foa f yo he ny othe pobems yo wo e to dscss p ese et me now
U 5 Note fom the Desk of M Smpson (p he eb n the st sentence s not foowe by dect obect n nfom nteoffce coesponence the wte my not thk t necessy to wte The object m s ndestood
Unt 6
mal (p 3
Ifora T' gong to b a wk bnd
sdl ora T wll b a wk bnd sdl Ifora Plas all stoms wo odd ts
p st. ora Wold o plas all tos toms wo odd ts p st? T s no ul tat govs wn o an o an't dlt an al o dmonstav ponon lk thse It s sa to s t omal om
Ifora sk w an sbstut B 5 / /33 ora Wold o plas ask t wold b
possbl to sbstut B / / 33 o t Int 0X p?
Ifora W av tos p sts on and ora W ntl av tos p sts n stok
Unt 7
Into -mal (p. 51
Ifora old o k t ot? ora Wold o plas sa t
nomaton?
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Ifora mpss Tadng snt bak t
aontng pakagdamagd D ora mpss Tadng ompan tnd t aontng pakag bas t D was damagd Ms Gad lsts t asons o t n sng a das Ts s an nomal onvsatonal stl. Ifora Ill k nto t ora I'll nvstgat t poblm.
Ms Gad asks man qsons: Why r e gettg s any returns? Wht's n here? W fn these rders? Ts a not toal qstons S pts answs Somms t s ad to tll wn a qston s toal spall n -mals M Wss bgns s spons b sang It sees ur uster serve . B sang It sees pts t sponsblt o t poblm on somon ot tan msl Unt 1
Into mals (p 83
Ifora k vabls. ora Wold o plas look ov t lst o
aonts vab?
Ifora w vd pamnt om
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ltts av bn st?
ora Wat nt? Ifora Pas tl m t s atng ls
Unt 9 to mls (p 7 -mal bgns wt a as Pa w atall talkg to Mak -mals a b v onvsatona T -mal ontns wth a toal qston: Dos't ne read ou POs? Wn o ask a toal qston o dot pt an answ ak pls tat MavSoft has real pobm ts nstan r mans a lot o oblms o v sos obms
o wold lk m to do T vb s s doppd n What nxt Ts s wttn a onvsatoa stl S a ss t plal possssv (thi) ng to a ompan lla s aknowldgs t at tat t a popl wokng t oman wo do t wo. oman a b sngla bt t mplos a plal h wt old s, Fo the nvoc, Fo Aas May ivoc o Fo
Unt 10
Unt 12
nto -mals p 7
ora st ds O td maals
od dtos. ora Bst ds Ol td o manals bas t maals w ot-o-da.
its Ma nvo
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1
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Un 15
noff mas (p. )
nfa Woud you daf a hankyou o
May Wng fo fng s o ns? a Woud you pas daf a o May Wng hankng h fo fng us o ns? nfa Lsa, a Da Lsa,
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so, MgTang s gong o wo of ou offs n hna n wk ou shoud ma ou banh manags n Bng and Shangha o nodu hm ra ou shoud aso w an ma o ou banh manags n Bg and Shangha o ntodu MngTang who s gong o ha n wk. us of a a h bgnnng of h snn s onvsaona nodus a nw hought s sma o h on jus mnondwng n oma wn Engsh, h advb a pad na h sma aon
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daas on anuay
To he Teacher
BTW s gnay usd mas ony A he fahe f Pa enae, CEO f
Te author gratefuy acknowledges the effort of those whose nsghts and ad work have made ths book what it s Coments from the foowng revewer provded nvauae gudance: usan Caesar Korea Unversty. J Lazar da va prvate ntructor, Braz Paul H aus Teukayama Coege, Nara Japan Haeyung Han Haa Insttute of Technoogy, Korea Yasuk Hash Yamana Ewa Junor Women' Coege, Japan amanha Jnes E Centro Coege Dalas, Tea nceca Maa errera aen R Lange prvate ntructor, Bral Grace JhJen Lu, Natona Koshung nttute of Technoogy, Tawan enard undmark, Wakayama Unverty, Japan Mark Zed, Hrosha Coege of Foregn Languages, Jan Many ndvdua t Pearon Educton/ ongmn EL were aso ntrumenta n creatng ths ook, ncudng Maran Wssner, Senor Acquton Edtor; Andrea Bryant, Devopent Edtor Gnny Blanford, Snor Acuton Edtor nd Saha ntr roducton Edtor
When you y or jo you need o send rsum nd cover eer A rsum s wren s h descres your educon nd he jos you hve hd (A sme rsum s n he reerence secon o hs oo on e 134 A cover eer nroduces you o he erson who s hrn or he jo eore you wre he cover eer you need normon ou he jo, esecy he qucons needed he es ce o nd hs normon s n he dversemen where you erned ou he jo
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Adm nsttve Assstnt
A local I nternet service provider has a fu-tme postion avalabe or an adminstratve assstant Ths ndvda wl perform genera admnstratve dtes Canddates must be familiar wth word processng programs. Sccessl canddates must also ave excelent communcaton sklls A coege degree s mst Salary: to per year E-mai rsum to resumespptsvc@acasonnet
The ADMINSTRATVE ASSSTANT will work wh the general manager The ndvdual wll manage schedules. order suppes prepare expense reports and perform general word rocessng The admn asst wll be responsble for mangs aes phoocopyng and flng A hgh school degree and a mnmum o 2 years of eperence are requred NetUes oers a fun dnamc and innoae work enronmen Nees Ld 632 Garrson Road Cambrdge CB4 HD Tel: 1223 33566 Fa 1223 534987
Conact normaon Mara Sanchez Human Resource Specals
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Enclse
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Soure
Contt
Csoe Servce Repeseave
May 13 Head Tbue
M. Poa d
Asave Asss
AWayco Web se
ecue@awayco
3.
Recepos
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ae Bowes
4
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rae
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w o adtsmt t
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Unit 1
ptost.
o og Q tod .�
H
t posto o admtat assstt t Wa.om Wb st
od
ustom
t t
The dy cver leer ocuses on yur skills. Briey descrie why yu re suied or he j. Tell he reder hw your skills ch he j requireens
Prae
Lk a kl yu cckd admav aa ag W c a dc yu c ad kll ad la yu a ud f j
1 y work experience ches yur requireens
I £ : n dmn n
y qulicions i yur needs 3 y sklls ch he jo requireens 4.
I have the skills required.
5 I ee he jo requireens
Foo- is very iprn er yu send cver leer nd rsu conc he eplyer yur cover leer give eiher generl r specic ime h you will cll r eil. Generl I wil cll yu eay nex eek Speciic I will cll yu ex Monday
Prae
ac a a ga m ac a a cc m 1 I will cc you erly nex week I will cll yu on Tuesdy orning ke n ppinen 3 I will e-il you nex week o rrnge n inerview Fridy I will cll your ssisn o se up n nerview 5 I ill elephne you orrw nswer ny quesions yu hve.
W
he sing e sure hnk he reder r ooking yur eer
Be psiive enin uure cnverson or eeing.
Prae
R c ug ook orward o [+ -ng v]
1 I wn wrk wih IrnGe.
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In
I'd like lk you nex week. 3. Id like o ee wih yu I proly shuld discuss y ineres in A-Wy wih yu 5 I hpe I cn conriue yur e Cove ee
V
-
Lette r Practice 1
Comee e eece ee Ue e jo adveieme ad e wod elow
Chag
w
July 2.20 Fie clek wanted Must have hgh schoo degee Send rsum t M. Pau Rook Human Resouce Decto Isad tenatoa 659589
applyg encosed
forward inervew
par-tme poston
Resource Sncerey
WeSAID n tis lette te wite ses in te date July 2nd. is s called an ordinal number Te nme 2 one s a cardinal numbe u can se ete ype o me n te ody a ette, t the date at the top always se a cadinal me Juy 17.
Be consistent n yo ete yo se an odinal me one sentence e odna mes in te he sentences.
(Wite your ddre here
Juy 17 , 20Mr P Rook Human )
Director
Island Inteationa Airpo Singapore 659589 Dear Mr Rook: I am 2)
fo the position of le clerk that was advertised
in the uy 2nd bi N I woked as a (3)
e clek aer school fo three years
Now I am ooking for a lltime position I have (4 my su and I woud like to schedue an
f
o Business
Whe yo send aeal sc 3S a sm h a ete 3dd he wod Esure at he ed o the ette Yo an wite what s enclosed \sure: Rsum), t t is ot ecessay.
-
1
(5
I wil caU you ealy nt week o folow up on my application. I look ()
to discussing this ()
(8)
yous
Wte your name ere Print your name ere Enclosure
you
-
Leer Prcce
u ha aw hi o adveeme o a We e ad aweed . The haded oe how e lae whee he made eo We he oe wod o uuao aove he eo he f oe doe o you.
Srr dda hod b pro Mroo Word ad hav b k Ex d PowrPo Som kowdg o A ad o No p S dd w m h rm' adard for pg (60 wpm) d ohr k Ema or rm o 6433@JobULdom
The ue line n prn p f n e e ure i lerl expin wh he el u nd hek r ke efre u end .
To:
sy643@JbULtd.m
1
uj
al Po � g
2
Der Reuite
) ()
(5) (6) , 7)
[m epondng for the ecetal vny poted on Auut
ou Web te.
I hve een n executve ety e ve ye [ o hve nd othe
ta how to ue wod poen nd ount oftwe
ype oe
90 wpm nd m vey oazed. [h tthed my um o th e-m
8,
w m you ext wek to fow u n y pp oo fowd to ha om
yo oon. )
Sincer yous,
Lu Sh
Tha'
Business.
On We ie d r vne re posed (pu n he We ie The d wil el u hw end ur ru T end ur ru e u n h i ie Flw p ke ure he repien w le pen ur e
Wring a Cove Leer
ette Pctice 3 O a epaae pee o pape, wie epoe o oe o he olowig jo adveeme Jo vetement 2
Jo vetement 1 Receptionist
Entry-eve oton o ecetont n dynamc contructon comany Yo w enter data, greet ctomer mantan databae an tye memo Preer nva wt good commncaton k Great comenaton y today! ob Experience
Fing Genera Oce Data Enty Additional normation
Saary: $900 to $00 er our Contact nformation
ccont Exectve myan@contructnowcom
Web Dscout Corporation of Barceona, Spain seeks fu -time Cient Ser vices Coordinator Responsibiities incude greetig ciets answerg teephones ad performig other cerca functios
REQREMENTS: I. High schoo dipoma ad/or busiess
coege program 2- years of cerica or administraive experience Exceet orgaiztiona skis 4 Typing speed of 30 wpm 5 Word processing and dabase experience 6 Goo communication skis If you woud ike to work n an excitig eronment f or emai your rsum to: Pablo Cavero Fax 9412 1044 Emai: pcavero@webdiscout.org.es
Mot eoe ue one o wo tye or wtng ate US tye NonUS tye
Mac 20 Marc 20-
boo e U.S tye O coe you oud e your country ye wen you wte ete. e mont n a date ay wtten out n a ette In bune orm te mont can be wtten a a m be. Be e t cea wc num ber te mont In a ette t may be ncea to e a nmbe eecay te wrter an te eaer ue derent tye US tye NonUS tye
03/0/03 Marc ,2003 03/0/03 Janay 2003
Words and Expressions to Know Loo a h o wod ad expeo ha wee ed he Thei deiio ae he goay a he ed o he boo
attah addate
�
Unit
oleae olow-
olow u oen
ost oet
equem vaay
A rsum d or tr mk up job ppliio h you ri job ppiio irs sd tr kowdgig h you rid . Afr you rd h ob ppi o dd whhr o iriw or rj h ppi. d l ppis hr riw r or rio tr Bfor you rpy o job ppis you mus u hir ks. ompr h skis hy isd i hr rsum d or tr wih h rqu irms you isd i your job drism
GTTIG STARTD 1.
2
Rad th -ma om a hman so spast to h assstant Sh dssss png to job appants Th assstant w snd ntw tts to appants who mt o o a o th qmnts Thnk abot o sks Do o mt th qmnts? Compt th ppant vaaton Chat. Wt I o o R o o ah appant and os n th bottom ow
X o o ub
Maria Sanchez
"Gace Chen gchen@netvescom> Appcants for Admnistrative Assstant F, Mar 3 20 8503
Thanks o sendng out the acnowedgment e-mas yesteday to he en appicants for he admnstatve assstant poston Pease ead the sums and dede whether to ntevew the appants or ejet them hen send them the appopate e-ma
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. � " ,' "' , > i
AAN EVAUAN AR Rquirm
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7
; Yor ki s
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Y y applican has te skl '" applcan a e skl and s a very good anddae n appcan doesn have e skll um doesn say f applan ha te skl
? Y Y ?
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o Hs schedung nd s
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ook a e dee eeme o emal elyg o o alca. 1
Rip o Appiio
X Hedn
s spped aomaicaly by he ema i program Openn
e o receved he appca on Aton
Expan he process Cosn
ha he appcan for her ineres.
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T Sbe
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G rce hen <chen @ elvesco> Mchele Peers' <peers@ lond on lco> Neves Adi nsrve Asssn Posion Th Mr 2 20- 1051:18
e eceved or ppico for he poso of diisrve ssisn o Mrch A hs e, we re eviewi he ss e wl conc l ppcns h we wod ke o inervew b Mrch 0 e pprece or ineres eives
f
We receved or applcaon . We are reveing We ll conac We apprecae or ieres n
_
Rpy
!c: he eai program Openn
vie he appica for a iervie Aon
xpa ha happe Cosn
e enhsiasic
a rw
Grce hen <chen@elvesco> Mchele Peers' <pees@londonilco> eives Ad n srive Assis n Posion e, Mr 7 20- 11:51 18
er eviewin o s we re pesed o ve o for erview for he poso of diisve ssis
[
e ook fowd o eei
Yor eview s scheded for od Mch 3h 000 M ese coe o he H Resorce Depre o or i ofce h is o coveie pese coc e ede o eschedle
f We are peased o invie o for an ervie Yor nervie is schedled for Please come o We ook ford o meeng o
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he emai poam. Openn
Te you eceived he appiaion Aton
Expain hy he appian is ejeed. Cosn
Be poe and posiive.
From' T"
S �bject:
D
ce hen hen@neiesco Bob opki ns bobhopkins@doco NeLives Adinisie Assisn osiion Tue a 7 63
Th � nk ou o sendin us ou su o he poson o dn isive sssn nounae, ou u icions do no ch ou needs hs e. e wi keep ou su on ie I posiion h ches ou u icions becoes vaibe in he uue we wi conc ou e wish ou eve success n ou cee.
f
Tan you o snding . Unounaey you quaiiaions do no mach ou needs. e i keep you sum on ie. e ish you ee suess in you aee
hen anoedn eeip o a ee he e usua y nudes he dae he ee as eeed. hee s a o o oespondene i s aepabe o anoede he eep of he oespondene hou he dae.
Thas
Bsiness.
job appian mus aays be eaed h espe and ndness. eope i jude you company by you esponse
Replyng to a Jo b Acat
Copos ng Yo�r Message
, tt pg to a j ob appant s shot and dt. ts ton s omal Th bod o a tt png to a ob appant gnall has th pats Anoedgment Leer
Prt
Cott
mp
Opg
Tel o eceived the pplic io
We eceved ppicti f he poiti o Mch
Acto
lin he poce
A hi e we e eviewi he
Cosig
Thk the pict o he iteet
We ppece o itee NeLive
Inteve Lee
Prt
Cott
mp
Opg
vite the pplict o teview
Afe eviewi wee pleeo ie f teview
Acto
pli wht wil hppe
Y teview i cheded o Mod Mch 13h 1000 .
Cosg
Be ehitc
We lo wd o eei Neive
Reeton Leer
P
Prt
Cott
mp
Opg
Tell o eceived he ppict
Th f edi he pi f diitive i
Acto
pi wh he pplic i eeced fel, lifcti d ch eed hi e
Cosn
Be polite d pive
We A i he eee i o a akowedge ee o a eiew ee o o a eeio ee. oe eee ay be od oe ha oe ye o ee. Diu you awe wih you aae 1
Oig a.
b
_
i
We wih eve cce cee
_
W hav vd o appaton matals o th tv assstant poston. vwng o sm old k to shdl a tm to mt th o W a ntstd n spakng th th o Thank o o appng o th poston o stom svc psntatv
2
Ato
Our hun resource eprtent s currently collectng rsus We re lookng for soeone wth ore experence We wll be revewng ppctons over the next few weeks If the te s not convenent plese contct e etely
Cosg
I look forwr to eeg you. We pprecte your nterest n our copny We wsh you uch success n your job pursut Thnk you for your nterest n the poston.
Wrg You Messge
In the openng of ny busness letter or el tell why you re wrtng. Reeber to use forl tone.
Practce
ea quei w e eece ae aae ue i e eig a lee elyg o a o alia Cile e lee o e o eece.
1 I receve your rsu lst Fry We receve your rsu yestery. y ssstnt opene your pplcton yestery
Thas
2
Thnk you for ppyng for the executve ssstnt poston Thnk you for tyng for tht executve ssstnt job Thnk you for your nterest n the poston lste n our vertseent.
Your rsu s vey pressve n I woul lke to scheule n ntervew I woul ke to eet you to scuss your rsu I wnt to tk wth you soete
Thnk you for responng to the vertseent. Thnk you for senng your rsu. ! Its gret tht you sent your pplcton.
Business.
ou may no civ ly o you ob acaion n usinsss g hunds o aicans Thy ony sond o alicans hy wan o niw icaions sn o a Wb i may c a sml auomad sons
a
S. I hve checke out your rsu n I relly hppy to nvte you for
n ntervew After revewng your rsu we woul ke to scheule te to eet Your qufctons see to tch our nees We re plese to rrnge n ntervew wth you
Reyi ng o Job Acn
he acon part of he letter explan e process or hat ll happen
In an acknoledgment letter explan hat someone s reveng the aterals
• In an nterve letter suggest a specfc tme and date for the terve a rejecton letter explan hy e applcant as not consdred ae
Mac gg c aa dg A c a ackdgm a v l a jc U ac dg m
1
3
Your applcaton has been carefully examned hoeve, Our human resource department We are pleased to _
_ 5 We ould lke to
4 We are n the process
6 Your rsum s excellent
but
7
We have scheduled
8.
At ths tme
_
9 Unfortately
_
_ 1 We reveed your applcation but
a
s currently reveng all fles
nvte you to talk th our General anager your experence does not match the job descrpton. eet th you on Aprl . of collectng rsums you dont have he experence necessary for the job a
e are reveng appcaon aterals e need someone th advanced coputer slls an nterve th you a 400 next a
a
11 I ould lke o
b
_ 12 The manager _
schedule an nterve e need o hre someone h ore experence s readng all cover leters and rsums
n the lsng be pstve nd plte
• • • ae
In n knwledgment lette thnk the pplnt n n inteview lette, shw yu enthussm the upming intevew In eetin lette be plte
Read e eece aica e ie aiae cig eece 1
m nteested n the exeutive ssstnt pstin
On the NetLves Web ste, I ed but n pening n dmnsttive ssstnt
hve sx mnths expeene s n dmnstrtve ssstnt
meet the b equiements.
5 I hve been n eeutive seety me thn ve yes
lthugh d nt hve llege degee, I m hd wke
7 m pplying the eeptnist pstn nnuned n ntem
Reyi ng o Job Alcn
Leer Prcce Paul Rk edg t te lee tat yu cmleted age Ut Cmlete te etece t lette ug te fmat tat lete ad te wd belw
advrsmn appan
spons sm
opnngs vd
sah wsh
2 20 (Write your name and address here)
(Write your ame here)
Da
a vw ou huma
You sum was (1 sou ofc
2
to ou ()
was ovhg Ufotuat w aot itv
W wil p ou
ftu ) W )
ou wl
S
Pau Roo Huma Rsou Dcto
t
ou o 8
o fo
Mak ii e a akledge lee a j aia. e aded e e lae ee e ade e. Wie e e d uua ave e e.
G GH
Mar 2 20-
Mr Sand H 99 Pn vnu Nw Han 0540
( ) ( ) () (4) (5), (6)
ar Mr. and H W a rivd our rsu and aaon o oson o xuv assan W ar ong sus ar and wi nod os canddas w ws o inrw
7
Tank ou for our inrs in
8
Snr
Goao.
Maki )
0
Hu an Rso ur ror Mak s
Reyng o Jo b Acn
Lee cic 3 e llwg lg l w aca J Adveeme age U e uma euce deame a We Dcu Ca wa evew ly e alca w ave all ee e ed kll evew uld e ceduled Juy e u ewee ad O a eaae ece ae we a ackwledgme lee e e alca e we a evew ee a eec lee e alca
M
M
Appant Log Jo Tte Ce nt Seves Coodnato Company Na me We sount Copoaton
S
S
S
Hi h chl ie cllee
w f e f exeece
Wd ce d dte exeiece
Ai Y 2A Livel Pce d BH1 4WP ed Kd
Y
Y
Y
Jh Ki 55 Hv Dive Bech CA
N
N
Y
Words nd Expressions to now Lk a l wd ad ee a wee ued e u e de ae e glay a e ed e k
aknowldg applan quvaln
kp [somng] on fl m qumn
on sdul
w sa
When y sen a etter reqesting a service y mst give etaile infrmatn s the service prvier can give y a cplete an accrate respnse. Many peple cal the prvier t iscss their nees befre writing their etter f yr etter isnt etaile y may have t write again t exp lain the i nfrmatn Befre y write the etter cntact the pepe in yr cmpany wh are invlve with the reqest Ask them if they have anhing t a Make a ist r fill t a frm r a g t tine yr nees
GTTIG STARTD 1 Ra h wo -a abou h ClFr aiig ar 2 Co h Pag Log
Da To Fr Sub
Thu,jan 27, 20- 1:0730 "Cur Marks Pamela Davs pdavs@celrsco Aowead East Conference Cene
Da To F Sb;
le Turer rwed . hel be hpp h ur gup rh 16 Luh he prbe Thel l prvie fee be eh rg e h pu ve be eh e r g w h r
I g brhue r rrwhe E Cere Ceer; eg u b er i
Pee l he bu ur upg rg er The eer erb he e re rebe ee he om de pepe Wel e e rge r ee ler e r bre eeg I h rge we h hve rphe puer prje e. We l e luh he
Tujan 27 20- 15070 Pael Dvs pdavs@celrscom Cr arks
q
PANNNG G Cmpany
Ce Fist n .
Cntact persn:
mail aress
ompute pojetion system
Phne nmber:
44 ext.
mophone/speakes
Dates
)
slde poeto
epartre (4)
ape eode
Nmber f peple
montoNCR
arrival
Aivisal nees:
Catering:
Nmber f rms lage
Frnitre:
sma 7
Meal
tabes
beakast
lunh
dnne
oee beaks
(8
lage oom
sma oom (8 has 9
o
Mode l Letter: Requesting a Service Look at the derent elements of a etter requesting a servce.
CelFirst, Inc 10 Hrbor e Bie, Mryl"d 222 Tl: (43) 555 ·5522 Fax 4 5555557 wwef; tcom
anuary 28 20 Jan Turner Arowhead Eas Conference Cener 1 2 Bel evue Lane Annapol s, MD 2 1 401 Dear M s Turner
[
Opening
I n o u eephone conversaon yeserday we di scussed � ans o conduc ou an ng semina at your conference cener. I wou ld li ke o conrm hose plan s The daes o he semi nar are ach 1 5h and 1 6h The hours ae 1 00 M. o 6:00 .M on he 1 5h and 900 AM o 3 00 P on he 1 6h Eighy people wi l l be aendi ng We wi l l need a ol o our ooms one large oom and h ee smal ler break-ou rooms
Focus
As we discussed we will need a microphone and speaers in he large roo as well as a compuer projecion sysem In each beakou room we wil need ive ables and a monior and VCR On Mar 6h, we wi ll have a caered lu nch I would appreciae your axing me he menu choces as soon as possib e bu no laer han Friday February h I would also appreiae receving he projeced coss or our woday meein You do no need o in clude he lu nch caering coss a hi s ime Could you ax or e-mai l me your cos proecions by Januar 1 s? I wi ll give you ina conima on o our reservaion by closeobusness on he 1s
Action
[
Closing
wz o hank you o . your elp in panning our seminar I look orwar o meeng you ne week when I come o look over you ac l ie s I
Bes ws hes Curt MarK$
Cur Marks Special Proecs Oicer Mls
Useful Language n ou conversation yesterday, we dscussed I would lke to confirm
We w need
_
_ .
I would appreciate eceivng
.
Ui 3
-'
he body of a letter requestng a servce generally has four parts
Pacc
1
Pt
Content
Empe
Openng
Tell why you are wrting
In our telephone conversation yesterday we discussed plans to conduct ur training semina r at your conference center
ocus
Gve details about your request
The dates of the seminar are March 1 5 th and 1 6th The hours are 00 PM to 600 P.M on the 1 5th and 900 A to 300 PM on the 16th Eighty people will be attendin g We will need a total o four rooms one large room and three small er break-out rooms
Action
Ge a time frame
. Could you fax or email me your cost projections by Jauay 3st? .
Closng
Thank the reader and mention future communication
I want to thank you for your help n planning our seinar I ook orward to meeting you next week
Wre 0 e eece r e e g F cu, A r ac r C r clOSg 1.
_
2.
3. The expression close-of business usually means 500 P.M, snce most businesses are open rom 9:00 M to 5:00 M n inormal correspondence, you can use the abbrevation COB. (I wi f ths report by COB omoow)
I lo o forward to your response We expect 25 particpants
_
Please call me to confirm the rooms by ext Frday I'm sendng you confrmaton today of the detals that we dscussed.
4.
'--,
We are holdng our annual meeting and I would like to get nformaton about your facltes I will get back to you by the participants
COB
Aprl
1
wth the names of
I look forward to your phone call In addition to the meeting rooms, we wll reserve five guest 9
10
11
_
12
We now need chairs and tables for 5 attendees I would like to confrm the nformaton that we discussed on the phone today e loo forward to meetng wih you re you available to meet on Thursday at 3:0 0?
I would like you to confirm the menu by the end o f the week I aait your confirmaton We wll need a buffet unch for Monday uesday and I would lke to receve formaton about your conference
Requesng a Servce
�
Wrg Your Mege
n te openng o te ete explan wy you ae wrtng. Often wen equestng a servce you ae followng up on a pevous convesaton ake specfc efeence to e eae communcaton.
Practice
Comlee ee enence Ue e eoon a e eoon may e ued moe an one me
1 ank you
you telepone call ts mong Baaby Place
2 We would lke to old ou meetng
Pease emal te menu
4 We wll need sxty cas
5 I would ke a lst 6 e meetng wll end
o Some of
Wednesday mong te lage oom. ates fo te meetng ooms. July 4t.
e focus of a ette equesng a servce s to let te sevce povde know wat you need. Be as clea and exact as possble We need som ooms Not clea and exact Clea and eact We wll need a tota ofou ooms on a oom and th sma akout ooms.
Prae
Cooe e enence a moe clea and eac 1
a
2
a
a
4.
a
5
a
SP ean s soon s possile Ung SP ean
ha yo need oehng ery qy b doen ge an ea dae and e yo need oehng done by a eran e dae be pe
6.
a
7
a
8. a
We w need a mcopone and speaes. We need sound equpment Can you get back to me sometme? Could yo fax o emal me you esponse tomoow? Egty peope wl attend te meetng. ewe tan one nded peope wl attend te meetng We ae gong to ave a wo-day meetng ac t and t We ae gong to ave a meetng e tanng semna wll take pace on ac and e tanng semna wl take pace n ac. Would t be possbe to ave audovsual equpment n te beakout ooms? Would t be possbe to ave a monto and VCR n eac of te tee smale beakout ooms? Well need a few ooms We wll need a toa of fou ooms. Coud yo e-ma o fax me you cost poectons by tomoow? Coud you ema me you cost poectons ASAP?
n e acon par of e leer, gve a me frame for sme acon o be done You may promse o do someng or you may ask e recpen of e leer o do omeng Agan, s mporan o be specfc You also mus be pole se wud or coud o ask someone o do someng wud also apprecae recevng e projeced coss for our woday meeng oud you fax or e-mal me your coss by January 3 s
Prae
M oeee bei with eio ee b ll he piipt A hi eo the e p break out io lle op e lle eo e hel i break-out o The expeio per peon e for eac peron Fo exple the pe o the oee bek i $ pe peo d thee e people the totl ot of the oee ek $.
Reie tee eece a te euet uig e ae
Add yu
2 Send me e cos proecons 3.
Provide lunch.
4 Open ree addonal rooms for break-ou meengs.
S Gve me e prce per person for coffee breaks
6 u audovsual equpmen n e ree break-ou rooms
7.
E-mail me the cost per person.
8
Ge back o me on e daes of e ranng semnar
9 Add o more speakers n e large room.
10
ell me e oal number of aendees
n e clng menon some furer communcaon. e communcaon may be a pone call a meeng, a leer a fax or an emal
Pae
We eece ug te exei [ ng veb] Ue eac ye cuicai lited bel Add a ecc ie 2.
receiving a fax
3.
eceiving a letter
4.
receivng a phone call
5 eeng
Requesg a ervce
letter Practice
Coee e enence n h ee Ue he wod beow
aoxmatl avaab
onm onvsaton
owad ossb
ooms tak a
n , 2 0Ms onn l on onvnon nd d nr Fgo S os Angs A 33 D Ms n o on ( )
s mon ng w dscssd com ng
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Dcmb 34 xc
700 ng nrs nd xh bos o nd h confrnc.
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Ps cl m f o nd ddonl nfomon Sncr,
John Onl Evns Mngr
Ut 3
Letter Practice Fak Fede e a ee equeg a eve he haded e h e lae hee he made e We he e d uua ave he e.
Thas
Business
T abbriat CA tad r Caia. a gral ru d t u abbriat i t bd a bu ttr US tat am t iid ddr a t p ar xpti lt t abbriat i pag 137
p Pk A 0 A 90405
Februay 3, 0Ms Rachel Glass unburs onerence Planning O Box 6 5 Monerey A 93940 ( )
ear Ms lass ;
(2)
We wee hold our annua eeing ro May 5
3
ould ie o recieve inoraion abou your eeing locaions
(4 (5)
will be weny-ve eecuives coing ro around he wod While o
()
ll hol eeings durng he day e an o schedled soe oudoor
7
aciviies Because our organizaion is dedicaed on he healh o our ceans rhas soe een on he aer oud e arrange?
8
Pease o y aenion send he aerials a he above address I ill be
eavng or a usiness ri on March so would like o receive he
aerials beore eave
look o o hearng o you. incerely
Fank Feer irecor o O erions
Requ estg a evce
Leer M > Pracce
w an Tune a meeting planne at Aowhead East Confeence Cente has kept a og with nfomation fom the lettes equesting a sevice Petend that you ae the assistant o one of the contact people below Use he infomation in the log to wite a lette equesting sevice Remembe o put you initials at the bottom of the ette afte the contact peson's inials
Tha's
Business.
Beore reeng meeing pe, yo or omeone rom yor ompny ho perony hek o he iy Brohe n Web ie n be mieing
Han
Cmpan
WTG a
Cntat Persn
Mry Smh
Le Ngo Qng
Aress
1 Longmn Pz Whe Pin N 100
mal
m_mih@wrgcom 1 481 00 148 Sep. 11
1 4 hy Khe y o no ienm nq@hnoirne 84-418 84418 O 10 1000
Phne Fax vent Dates
0
Number f Attenees
Rms Re uire
arge
Small
Auivisual upment
10 0
Cmputer Pretin System Mrphne Speakers Slie Pretr verhea Prer
MnitrCR
upment Tabes:
retangular
1 0 per rge room
Tables: 4 run
Pum
Fphart
Catering: DatesNumber f Peple
Sep. 0 Sep 0 Sep 0
unh Dinner Breaks
Words nd Expressions o now ook at his st of wods and expessons that wee used n he unit The defintions ae in the glossay a he end of the book
mmda m 3
fma
v d
a s
s d u
f
#i
When yo sen a leer confrmng a servce, yo mst restate a of the etals The recpent nees to kno that yo nerstan the nformaton an ll ffl the reqest accrately. Before yo rte the etter reve all the nformaton. f necessary contact other peope n yor company ho are nvove Ask them f they have anythng to a. Make a st o f l ot a form or a og otl nng the nformaton.
GTTIG STARTD
Read the nteal memos beween the managers at Arrowhead East
Conference Center about the upcomng CellFrst semnar 2 Complete the Acton Log wth nformaton about CellFrst's esponses and Arrowheads actons
C C INEOFFIE MEMO
C C INEOFFIE MEMO
De: je
Jan urner, Meeting Panner Mark Wilson, Catering Manager February 3, 20Catering for CellFirst unch
De je: e:
I have attached three enu choices for the March 6 lunch for the CelFirst grou I asked the client on Feb they would refer a bufet lunc or served lunch Tey havent gotten back to e Coud you olow u?
>
Mark Wilson Catering Jan Turner Meeting Planner Janice Jackson, Audiovisual To Goode Roo Reseations Mary Blake Furniture and Equient February 4, 20 Re Catering or CellF irst unch our eo of February 3
I soke to the client toda A bufet unch is OK I also asked what kind of coute r they are using They are bringing their own couter We will rovide the cables and a technician to set it u We will rovide ve ables but they have to tell us what size Weve already talked about roos Any other robles et e know
\
ACTION LOG
Department
Cntacte y Arrohea monthay)
Response rom cent CelFrst monthay)
oom eevaio uioviua Fuitue a eupmet Catei
1
3
( 3)
. ', :
I
Acton
oom avaiabe (2)
at ze abe o tey ee?
Mod el Letter: Confirmi ng a Service
" .
Look at te diffeent elemets of a letter onfimng a sevce
Arrowhd Et Cor Ctr 42 Belleue Lne Annli, MD 240 Febuary 4 2Mr. Curt Maks Special Projects Ocer CelFirst nc 0 Harbor Place Baltiore, Mayland 2 122 Dear Mr Marks:
[
Openn
Thank you for your Janua 28 letter expessing nterest in Arrowhead East Conference Center This letter will conr our subsequent telephone cal discussing plans for your eeting. We unerstand your copany would like to reserve our conference facilities March 5 an 16 ighty people will attend yo ur eeting You will need a total of four roos: one large roo and three saller break-out rooms As you requested we will provide a icrophone and speakers in the large room as well as a computer projection system We understand that you are bringing your own computer. We need to know the coputers odel and operating syste Please provie us this information four weeks before the start of the conference
Foc us
In each break-out roo, we will provide ve tables an a monitor and VCR P lease let us know whether you want 6' rectangular tables or 4' roun tables This request can be submitted one week before the conference On March 6 we will provide a but unch The m enu choices were faxed to you last Friday Please tell us your menu selections one week before the conference Ation
As you requeste faxed the proected costs last week Aer you decide on th e required equipent and the ype of lunch we can nalize the cost estiate
[
Cosn
I appreciate having the oppotuniy o plan your eeting We look foward to showing you our facility when you visit this week incerely Jan 7urner
Useful Language Jan Turner Mting Planner ]T/s
This etter will confim
.
We understand your ompany would like As you requested,
provide us ths inormation
�
Unt 4
_
Comp osing Your Message T bod o onmng s gnl s o ps
Pae
Pt
Content
mpe
Openn
Te wy yo are w rig
.T eer wi cofrm o r beqe eepoe ca icig pa for yor eeg
Fous
eae e cie' ee compeey
We era yor compay wo ike o eere or coferece facie Marc 1 a 1 6
Acton
Dc probem f ay
O Mac 16 we w proie a be c. e me coce were fae o yo a ray Peae e yor me eeco oe week before e coferece�
Closn
ak e reaer.
Oning a
b
Business.
ook a e eco memo o page Te eer cc mea carbo cop We yo p a ame afer c mea a e pero ge a opy of he ema or eer becae coa mpoa fomaio.
pa yor meeig . .
n eah question two of the sentenes are appopriate to use n a letter onfirming a servie Cirle the etters o the two sentenes 1
Thas
appreciae aig e oppor o
W plsd o onm plns o o onn M . Dd o nd p o o mng I m onmng ngmns o o ompns pon on M
2 ocus a s o ond n o , n pod s lg ooms qppd mopons nd spks. b. s o sd on pon, o l nd on oom n b md g o sml c kno o nd mn dn ss o o mng 3 Acion
ls s kno k bo o onn bgns o l nd nns sssn b O mng ooms g c W l p sms o o od a
Cosng a W nk o o s oppon o s o b I ll sms omoo W p o osn Snbs s o n lnn
Cofrmg a vc
Wriing You r Message Prnun Pesonal ponouns efe to somethng o someone mentoned befoe. model lette on page 8 Ja ue s wtg to Cut aks
the
hak you fo you Jauay 8 lette expessng nteest n Aowhead East Confeence Cete you Cut akss (lette) you Cut aks
hs lette wll confm ou subsequent telephone call dscussng plans fo you meetng ou Ja ue and the Aowhead staff's (plans) you Cut aks ad the CellFst staff's (meetng)
=
" Prae
Undrlin prsonal pronouns n s snncs from modl lr. Wri wr pronouns rfr o Marks Turnr Turnr/Arrowad, or Marks/Cll irs 1.
We undestad company would lke to eseve facltes
confeence
2 As you equested we wll povde a mcophoe and speakes 3 Please povde us ths nfomaton 4 s you equested faxed the poected costs last week.
5
appecate the oppotuty to plan you meetng
Order he ode of sentences a paagaph helps he eade udestand the meag sually a geneal statement o a estatement of the equest comes befoe a specfc statemet about the equest We wll povde fve tables and a moto ad VCR. Please let us know whethe you wat 6 ectagula tables o 4 ound tables
Pae 3
Mac gnral rsamn w spcfc samn.
We wll povde a VCR each oom ee wll be a compute poecton system n the audtoum Coffee beaks wll be povded between the mng sessons d You equested fve ooms fo you meetgs e You wll need 0 chas a
We eed you computes model ad opeatng system by Fday 2 We wl eed to kow the day befoe the cofeece whethe you would lke the chas set up theate style o hoseshoe style . 3 Let us ko onday wch VCR fomat (NSC o PAL you eed. 4. We have ooms fou dffeet ses ooms fo 0 30 60 o 100 people. Whch ses ould meet you eeds 5 We ca also povde cake and cookes at ths tme Please complete the categ equest om ad sed t to us by ue 3 1 �
ni 4
. . o
thr . . . o
f
Wen you gve a coice to a cient you must be cear Whehe o, eihe o, and are used in sentences wt a coice Pease et us now whehe you want rectanguar tabes o 4 round tabes
Pc
Wre seees a gve oes for ese geeral resaees
We wi provide unc on te irst day (buet or served nc)
o e p ee le e w
ere wi be two tabes in eac room (rectanguar or round)
e p ee le le ee e e
You requested a CR or eac breaout room (NSC or PAL ormat)
4 am axing you menus or te tree meas and coee breas (coee breas in moing ateoon or bot)
5 We w put 00 cairs in te arge room (teater stye or orsesoe stye)
Ifv Some verbs can be oowed by te ng (gerund) orm o a erb Some erbs can be oowed by e o (nnitive) orm o a verb Some verbs can be oowed by eiter n addtion a prase tat ends in a preposton (suc as o n, o on, fo or a s aways oowed by te gerund orm te opportunity o an your meeting apprecate
We oo orward to showing you our acity wen you visit tis wee
c
Compee e seees beow w e orre form of e verb
Arrowead pan your meetng
want o tan you or We ook orward to
you our acity
Arrowead tres ard
and eep your oyaty you ave
any questons pease do not esitate 3 you need
4 enoy
me
any canges pease ca me mmedatey peope to our acity and oo orward to you a persona tour
5 Our sta s
sure everyting appens on scedue
Cof mg a evce
.
Letter Practice (
Complee e senences in s lee Use e wors beow
as wll as attahd
tat ddg
dsusss addt
pa sltd
w
p
April 0 Mr. Mark Foster Z Nork Commuicatons 33 Greens Lane Reston VA 096 Dear Mr Foster: rrowhead East Conerence We are pleased that you have ( Center to ost your ng senar This letter wil conrm our uderstandng of our telephone The seminar wl take ( on June 3 You are expecting 5 participts and l need one large room with six 4 round tables and 5 chairs 4) you wil equire a computer projection system a lip char ( This morning or catering manager irginia W axed the menu choices or your lunch on the rd She wil cal you tomorrow to discuss these options with you hae (6)
a proected cost or your seminar questions, please do not hesitate to (7) me
you have any
We understand that you have choices hen (8) here o hold your seminar I'm sure you will be pleased that you chose Arrowhead Sncerely
Jan Trnr Jan Turner Meeting Planner JT/ss
Uit 4
Aicia Rosas sent a etter confiming a service The shaded boes show ten places whe re she made erors. Write the correct word o pu nctuation above the errors.
Thas
Business.
e l Rab e lee e l lee e e l R w we e e ee e lwee lee e e l e e w e e lee
Monteey, Augus
0 0
Jim Kaf a Pdus Cmmwalh Avu n
00
(1
Da Kaf:
)
W a plasd irg h aagms u Nvmb
(3
anc a Subus
(4
As u diain h h u a xng bw
(
h h-da v W w ll srvd a m ha a b lsd ff pnd
)
up ammda h al um b pp. Yu sa u wl l pvid u
(7
w audvsual qupm bu u d ahg h as mu w hav
00 ad 00 pl
equipment available.
W udsad u w l d a ag Shu ld u hag u m d
0
8
plas l us kw b Nvmb
I hav ahd a pj n s u vw Plas al l m f anh g d uh xaa
0
Aa I wan ha k u hs Su bu s ' s u u w l l b plasd wh h qal f sv w f Sl
A a Rsas Evs aag ARab
Cfm g a eve
Leer Pracce 3
On a parat pc of papr wri a rpon to on of th following qut for rvic
Thas
Busiess.
eet ae abbeviated it te mbo " ne ae abbeviated it te mbo u Fo eampe 6 2" mean ix eet and to ne
Cient A
Clent B
K ia Hato ading Co Ltd 4-1 Okana ome idoik Yokoama 22682 Japan
Jan Watea adange Cabon bi e . eodenq 746 ai Fane equests
Pupse Dates
Clent A
Cl ent B
emina a
oneene a 2
20
1 age
2 age
ompte poetion o 4 ond tabe n
peake and mopone ai in teate te none
Num be f patcpants m esevatns Auvsual qupment Cateng
ma
Wods d Eressios o ow ook at th lit of word and xpron that w ud n th unit Thir dfinition ar in th goary at th nd of th book tmat
Uni 4
xpct
ndcat
ngotiabl
tat
l All busi nesses e suppl ies Supplies incl ue many iffeent items cmputes pats f assembly, an pens an pencils f example t is vey imptant f businesses t have supplies when they nee them When yu nee supplies fist call the ven t iscuss pice an availability Then sen a lette with a fmal puchase e Befe yu ite the lette an cmplete the puchase e, make sue yu knw exactly what items yu nee an n what ates yu nee them
GTTIG STARTD
Read te note about components tat need to be ordered om Component Outsource Ltd en ook at te producton scedule t is important tat bot te uantties and te dates ae accurate 2 Complete Purcase Order 3.
k
4 Mar,
rce h$ prc schl frm h facr ha assml r cmprs er, al£ Ch, r spplier frm Cmp1 Osrce L l her ha r sc£ ae has s er r assembl sar a Jhe sai he'll waiv hpi css a g a is
Pase ma£ p a prchase rr r h ch ss a rv a rr
Puctn Scheule Cmpute Assembly Cmpute Mel
Assembly Stat Date
Cmpnent Ch ip Sets·
Cmpnent Dives
G4 SUX00
05 05 0/5 0/5
Iex 440SX AGB 5/x/ Iex 00 ex 440SX
U A88 U A88
550 PL P000x
Ado L Ado L
*50000 o eh ompoe eqed pe mo de
PUCHAS D 113512
p! opo Qy hod o
o tck ae ohdy % do
Iex 440SX 00000
500
50000
45000 005
AGB 5x 50000
800
40000
(
500
(3)
500
( ex 00 U AA88 00000 Ado L
(2 )
OAL
_
_
005
000
00000 (7
000
(4
(5
8,500
Delive by stck ate t:
M We Gge Shppg d eevg epme wy ompes Addess o e
(8
(0 9
_
0/05
Sen nvice t:
Ms M os Aog epme wy ompes Addess o e
Suppies Mode Fax: Orering ook at the differen elemens of a fa orderng supples
J Barito . No Kby baru Jakarata
Indoesa
Phoe: Fax
nfo@dalwaycmd
To: Tite Company Address
Ms Jackie Chen Exprt Manaer Cmpnent Otsrce Lt 50 Orchar Ra Snapre 238865
Telephone Fax Pages Date Ref
65 735 58 09 65 735 58 Cver pls Nvemer 24 20-
Cstmer mer DC 43223
Dear Ms. Chen
Openn
Fous
These cmpne nts sh l arri ve n later than the stck ates nte in th e prchase rer. Deliver instrctins are etaile in the prchase rer
If have an qes tins c ncerni n r rer, p lease nt hes itate t cntact me
Aton
Cosn
am senin ax Prchase Orer 3 5 2 fr he fl ling chi p ses an rives. Ch ip sets 00,000 Intex 440 SX 50000 AGB 5/233 50000 ntex 600 Drives Ultra TN88 00000 00000 Ar 6
As scss n r vemer 3 telephne cnversatin ith M. Simpsn ffere t aive shippin csts an t ive a 0 percent iscnt e apprecate the ffer an, as ith previs rers ill pa pn eceipt f an invice an the cmpnents I nvi cin i nstrctin s are etaile in the prchase rer
Sincerel
Mark Prchasn Spiaist
f m senng
. We w py pon ecep Inscons e ee n
f yo he ny qesons oncenng
The body of a ax ordering suppies generay has our parts. That's
GO Business.I
When you place an order be polite and appreciative. Remember that the vendor needs your order but you need the vendor to il l it
Pcic 1
Par
Cntent
Example
Openng
Tel l wha t you are order ng
I am send ing by ax Purchase Order 1 1 3 1 2 or the ollowing chip sets and drives
Focu
Tell when you need the it em Tel l how to deliver the tem
These omonents sh uld arrive no later than the sock dates noted in the purchase order. Del ivery nstructions are detailed in the purchase o rder
Acton
Tell how you will pay or the item
As ou discussed in your November 23 telephone conversation with M.Simpson , you oered to waive shipping costs and to gve a 1 0 percent discount We appreciate the offer and as with previous orders wll pay upon eceipt o an invoice and e components .
Cong
Ask the m to contact you i necessary.
If you have any questions concerning ou r order, please do not hesitate to contact me
In eah question, two of the sentenes are appopiate o use in a lette o rde ring suppes. Ce the lettes of the two sentenes. 1.
Opening b c.
2.
Focus b. c
3.
I have encosed Purchase Order A-342 or 50,000 hard drives To conirm our telephoe coversatio I am sendig Purchase Order 85425 o the olowig items. Coud you sed e soe chip sets pease The items should be shipp ed to arrive no ater than March 15 Are these items i stock? We would appreciate receivig the items as soo as possibe, but o later tha Apri 15.
Action
Let us kow how uch we owe b As we agreed our invoice wil be paid 0 days ater delivery o the chips and drives c. Your ivoice will be processed upon receipt o the ompoets.
Look at na n t he purchase order on page 35. The abbrevation na means not applicable. It means that what is asked or does not apply to the stuation
4.
Closing b c
We appreciate our cooperatio i ilig our order. You're not the ony suppier so do a goo job or us We look orward to contiued good reatios with Component Outsurce td
Ordeng Supplies
.
Bdy f n Orde r Fx Whe u place a de u mus e ey pecse. Ge he eade all he fma eeded fll he de Wha Wha ems d u wa de? Hw Hw ma ems ae u deg? Whe Whe d u eed he ems? Wh Wh wll ecee he de? Wh Wh wll ecee he ce? Whe Whe wll he ice e pad?
Answe the questions Use the puchase ode on page page
and the mode fax on
1 Wha ems dd M. Wu de? 2 Hw ma f each dd he de?
Whe des h eed he ems? 4 Wh wll ecee he shpme f cmpes? Wh wll ecee he ce f he cmpes?
6 Whe wll he ce e pad?
he peg ells he eade eacl wh u ae wg Be vey specfc
3
Compete these opening sentences fo a fax odeng supplies Use the pepositions f n, and wh Use each peposition one time
1 I am sedg puchase de 6321 alg ced efeece fm 2 Ou de
he cmpleed
0000 des mdel ume AB3 s eclsed
We ae caceg u de
Jue 3.
he phe hs mg I am sedg 4 As we dscussed puchase de 88D f 0000 chp ses
u mus als e e specfc wh dele deals Cmpae hese seeces Geeal We eed he cmpes e week Specfc hese cmpes shod ave o ae han he sock daes ed he hase ode ee ae sme pepss ad pepsal phases ha ae used f deadles efe lae ha efe
it
Pcc
Rewre hese general saemens Replace he underlined word or hrase wh specfc mes and daes Use he preposons and preosiional phrases on page and add your own specfic imes and daes
1 Pease deliver he produc ASAP 2 We ook forward o receivng he cp ses �
3 he componens shoud be sen o our warehouse n a 4 is imporan ha he goods be received in
near
5 he iems mus be on hand
he cusomer and e vendor usually agree on he paymen mehod before he cusomer places he order he order leer conrms he paymen mehod Some epressions begnnng wih as are used o discuss facs ha bo people already know When you begn a senence wih one of hese epressions use a comma As you discussed n your November 3 elephone conversaion wih M. Simpson you offered o waive shippng coss and o give a 10 percen disco. Here are ome expressions using s: As usua As we discussed As we agreed As we have done in he pas
Pcc
Rewre hese senences usng one of he a epressions
1 We aked abou paying wihn 30 days of receip of he invoice
Thas
Business.
eepone or emi a good w o di opon nd o mke deion on o pmen meod, nd oer negoibe em eer onfirm rrngemen mde on e eepone T onfirmion ge eerbod a e nformon in wriing
2 We always pay upon receip of he goods n saisfacory condiion
3. uring our meeing we agreed o send a deposi of half he amoun and pay he baance when he goods are delivered
4 Las me we paid by credi card when we placed he order
5 You equesed we enclose a compleed credi reference form
Orderng u l es
Letter Practice
Complee he senenes n hs eer Use he wors below
c ccning
Dv cd
wig m
d sm
_
x No. 6 Shamian Sout Stre Gughou 51033 Poe (8620) 8 2087 8620 8 20-8778
!
Mac 18 0 Ms. aen Santana G Mauacung este Idusa Zone Guangzou 511356 Dea Ms Santana am encosng Pucase Ode A-53 fo he ( oce suppes boxes of pne pape 5 boxes o #10 enveopes
e woud ke hese )
deveed no ae an
Monday aeoon
4
nsuons ae on e
pucase ode
usua pease appy e oa of s (
a e end of e mon
ced ne e w pay he (6) en you () If ou ave any quesons (8) esae to conac me Snceey yous
on u ]on Yu Pucasng Supevso Encosu
�
S
agans ou
an nvoce ou ode pease do not
Maa Wess sent an e-mail odeng supplies. Te saded boes sow en paes wee se made eos. Wte te oet wod o puntuaion above e eos.
· 0 Da
( ( 2) , ( 3) (4 )
orde@YurSuesne Fuue Ode ue M
Der Odeed Deprment: e wod ike to odein te olowin iems a o sprin to ? 3 One o oneene tbe 48" x 96 dark oak BVSO4896TDO $1 8.00 4 wo 72 bookases wt sx 1 deep seves, walnt CEG4 5 99 00bookse
5
e wod ke te be nd bookases deie as soon s possbe bt no er n Ap 2
(
Pse sp o te ddress beow.
7
Pese e w e o ostin ndin sppn nd ndin. e w
pode o wt redt d nube
8 9) 0
ne ou <e < qesos, ou eepone e o (0) 5552424 nee os ess Bee Bsss I 64 7 es ke os Anees C 000
Orerg ue
3 Ltt Pactc
On a sepaate piece of pape ode the supplies listed n one of the folowing puchase odes. Lok in you local telephone book o on the Intenet fo addesses to use in you lette.
Thas
Puhas Od AX36443
ine.
Vns smtms s nw ustms t mlt t fn fm bf t wll fll s T vn sns t fm t t gn T gn tl t vn f t ustm s g t ustm w s blls n tm s g t
Itm
Quantty
ntx 440SX sts
Unt p/ thousand
50000
$100
GB 5x233 100000 dvs
$200
Cost
Cost ess to date 1 0% dsount (month/day)
$4500
068
$20000 $18000
0618
$5000
hp to
nd nvoe to
M Pt L Sng n Rvng Dtmnt
M Mx Gns untng Dmnt
Puhas Od 8940 Item
Item num
Quantty
Unt pe
Cost
to dat (month/day)
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SS 28
6 bxs
$25.50
$1 53
0324
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MMM7662
100 s
$1 385
$385
0324
hip to
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GTTIG STARTD 1 Read the ollowng ax and the e-mal response to the ax. e export manage at Component Outsource Ltd ound out about a delay the shpment they expect rom A-Tech nc Some o the ordes Computer Outsoure has to shp wll be delayed 2 Complete the Order Log Wrte a chec next to e names o the customes who hae to be contacted about the shppg problem
Banpdog SechKu l Kr
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SS 8 December Ms. Jackie Chen
;
Export Manager Component Outsource Ltd. Telephone: 0
8
Yon Mi Lee Poduction Supevso Your November Shipping Delay
8 order
We reget to nform you that the Intex 440SX chip sets wnot be shipped as scheduled They w be shpped on Febuary 1st other chip sets w be delivered on time We apologize for ny inconvenience ths delay may cause
: : :
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Dlw Dw Miw gr
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D 43223-
DE 23321-
D 01244-
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tx 600
tx 440SX
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450000
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03/15
03/15
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Closing 4 Closing a. Ou poducts ae the the best n the business b. We are hang ha ng a special sale at the end end of the month Pease cal custome sece f you you oud like a catalog . If thee's any ay we can impoe ou seice, please do not hesitate to tell us
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Writing Your Message Subj ct ct or R frnc lin lin n many busness eers and n a emas ere s a ne a es e reader wa e ocus o e eer s. s s caed e subjec ne or e reerence ne. s mporan a s ne be cear and concse. Re Purcase Purcase rde 1131 113 1 o Noember 4
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P 46643A
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3
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5 Re Your order eer o anuary 9
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Letter Practice.
1 Complete te sentences n tis letter Use te words below
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Mrch 3, 2 Javer Perez Oce ¥�ager Wnston and es 400 16th Stet Site 330 Wshngton DC 2003613 01 Re: Prchase Order 6453 Dear Mr. Perez: Thank you for your 1
and Prchase Order 6453. Al of and wi be shipped overight as yo
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Be ure el peple hw n yu M bune nery ncude phne number x numbe eml ddre nd mln g ddre I y ur ney de n nude nrmn dd he bdy f yur eer r bene where yu ype yur nme nd le
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100 black pens stock nmber 325 As we
discssed on the teephone hese pens now come in boxes of tweve. e wil send yo 10 boxes of tweve for no 5) Yor bsines is very 6
charge
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7
ese for you pease ca me at my to-free
(
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air@wvoffcecom incerely yors
Rajan N Accont Mnager
Lette Pactce Nguyen Tan sent an email onfirming an order. Te saded boes sow ten plaes were he made errors. Write te orret word or puntuation above te errors.
mweiss@beterbusinessinc.com nguyen_tan@yoursupplesne Yu r Apri ture order
( ) 2) 3
receivng your e-ma order on the follown tems:
(one) oal onference tabe, 48 x 96 es, wte BVSOV4896DO, $ 1 87.0 2 two 72nc bookases wt sx I I chdeep seles wanut CEG-4952M $2990 per bookase
(4) 5) 6
The table s been shp ped today ad so uld arre to your oe no later ten Aprl 1 2
7
Ufortuately the blak bookases s outofstok but we an substiute them wth wte bookases f you ws Let me kow
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letter Practice 3 On a separae piece of paper wrie a leer o onfirm e orders lised in one of e following order logs Look n your loal elepone book or on e nerne for names and addreses o use in your leer Order Log 827-A Item rdered
Stck Number
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back order behnd schedue chp set
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reference ne regret subect ne
substtute pgrade
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YORKik Camea Compan Announes ew Camea . Today Cick Camera Company announcd a new adition to th digial cama line. Th cama, caed XL-Ute takes pictues without light. This featu will appal to the hom photogaphe taking pictus in lowlight siuations The camea aso has a onglife batty and can tak up to digital mags
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F, Mar
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AA DELLA BLA 1 1 LA A (Z) 7098 FAX: (Z 753899
December , 20Jouris Knocaert Memhi s Design Tulppein 4 0 GX Amsterdam Netherlands Dear Mr Knoaert: I 1)
your srng cataog and was leased to see you are
again mang your ne of Memhis urnture. As you know, our furniture store s (2)
n Euroe as the biggest distrbutor of orgna
Memhs desgns We woud i e o carry your new ine of Memhs urniture but we do not want to onfuse our customers Many of our customers wl only buy the "orgna Memp hs furn ture from the 19805. Is the date o m anuacture noted on the urniture? If not, woud t be (3 Your cat aog does no t mae any 4)
to do so?
to cu stom orders. Our
customers often want specfc coors o abrc and wood. Is t possbe to 5)
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oder these?
hearng from you at your 7
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R. Caraccoo Senor Prtner
Unit 7
good eatons with
Marian Chu sent a letter equesting information The shaded boes show ten places where she made errors. Write the corect wod or punctuation above the erros
SS SSS B UI LD NG
FOOR 3
pr 13 ; 2 Mr Lester reed Me Mobe echology Mcel House 81 Fuh Road odo 3 6R Uted Kgdo
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ara Chu roduc Maager
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GTTIG STARTD 1 Read th emas betwn two customer servce representatves at Clck Camera Company Note that dffrent companes are requestng dfferent nformaon and servces. Compete the Customer Servce Checklst
Mhael Sagado A Maqu a@!ikne> Re Requet o nmaon ue Ma 20 0- 7 35
"A Maquez Mhael Sagado Reques fo inomaton rue, Ma 20 0- 6:
oday receed eqess o boches om Mael Fm Dgtal Zp, and Med a op Bea Gomez o Camaraom ent an emal on arch she ants saes ep o l nd she lso ants o ge nfo n pomoona maerals Unfotnatey he boches ont be eady nil next eek hs ftenoon l ax a pomotona yer o each of hem and ell hem he broches e sent on March l aso e hem abot or ne pocessng see
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COME R ERVE CHECKL Cle
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BeaMic haelGomezSalgadoNew CusProtductomes Depar t m ent Camar a . c om Ser v i c e Depar t m ent Cl i c k Camer a heMarcXLh 0ite0digtal camera Dea Ms Gome: you f o you em ai l of Mar c h expr e s i n g n t e r e s t i n l i c k amera's new digital camera th e XLite Theappcamer oimataewil tlhbeeeavaihundrlableed tandhi s Octfiftyodolbel,aandrs ($3h50.e cos0 0)twi l be Ionewi lofbeoufoswaarlesdinegpnetesentweeativkesa wbrol churbe ine onouchthewicamerth youa. onJimFrMariday,kham Mardistrcibhut23orsto discuss he promotional services and discounts we offe our [IMam Maralsokhamforwwialdiprngoivnfdoermmoratoennnorourmatinewon onvidtheois pcameoduca whenthe Diyougicam speak with him inguselsei nescans eanshelp youa gewithde pleastoeldoi cknotCmhesertaa,tendto we contapprf theraectcieaimesteanttheYourhoppor tunity to provie you wih qualty camers Again thank you for your inqury Si cerey yours, Mihal Caad MiCuscthaelomerSalSegadovic Represenave T: Frm:
Subject: Date: Pages 1 Message
18
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If thr s ayhi ls I a p ou h plas do ot hsa to oa m Your usss mas a ra dal o Ck Camra, ad apprat th opporu to provd you h quay amras Aa thak yo o you qu i
ea eo wo o e eee ae aoae o e a ee odg omao Ce e ee o e wo eee
Opening a k yo o yor ee o Je 3d g bo o ew Digicm dgil deo cme b We re pleed o e e oppoy o epo o yo eqe o moe omio o o digl ce c Ti yo cce o y e e lm
h xpsso e uder eparae cver mas st spaaty Matra that dost t a vlop th a t s pt a a vop o a o ad st spaay. Aso popl may sd matia spaatly aus th matal st ady o aus thy at o otat h pt aai h ts th pt hat th addtoa mata s om
2 Focus We wodeed wy o ses epeeie o cll yo b he pomoiol meils o ed bo will be edy o Fidy c We e edig yo de sepe coe dribo greeme 3 Acton P o o epdg podc ie obile poe e d
ed poo ove e poe ies b We ope yo will coie o e good poo c. edg cog o soe deeloped o or digl cmes
4 Closn
loo owd o wog w o e e b Il c l yo we w o sel o cme c [ c we y oe eis, plee c e o y dec e a
Providi fomio
Wrtng Your Meage
Number Whe yu wre ubers busess eer s gd de spe u he uber wrds Speg u the uber heps r he rt he mer w be vbe hs Ober d he s w be pprxey th hndrd and fty doas $5 ere re se expes speg u ubers eers Quanti
Clariicaton
Amount
Clarfication
5 boxe
fve 5 boxe te 0 ro
$64
x dolr d forttwo et $64
$3500
tree toud fve udred dolr $3500
0 ro
\ Practce 2
These senences have unclear normaon. Ask or cariicaion Wrie ou he number irs and olow wih he number n parenheses. 1
Uer
he s hr drs $3.20
Cr s he thrytw drs $3200) r drs d es $320) 2 Uer
We w eed sx 60) bxes prer pper
Cr D yu w sx ) bxes prer pper r sxt
Uer
bxes prer pper
Pese sed us e 100) de brhures
Cr D yu eed r 4 Uer
) de brhures de brhures
We sked h pme be eeved er h 01/02
Cr s pe due b
5 Uer
s r
2d
Pese sub he repr he eeh every mh r exmpe, ue
Cr Are reprs be subed he
) r he 6 Uer
ever mh?
rdered ur 0) bxes evepes
Cr Dd yu rder
bxes evepes wh j se mm whe u mbe w seees wh u ad he m wys es bere he u he er w be vbe hs Ober and he s w be ppxey hree udred d ty dr $3000)
U
rcce 3
Combine te following entence nto one entence Cooe te correct conunction and ue a comma
am csg h pc s wh hs am fwadg h caag ud spaa cv / or )
2 sas psav w ma yu h w ph yu ( et
/
3 W d hav 9X cama W hav a w md ( but /
nor )
/
and
4 W appca yu d W hp w h yu aga ( or
or )
h chu s ady w h cama w s x w (et / but )
nd /n ddon s h wds aso ad n addton wh yu w au mha ac hs wds pvd cuy ad hyhm a Aso cms f h ac v In addton usuay cms a h gg f a sc am fadg a chu I am aso fadg fma u w vd cama In addton am csg a s f u dsus
rcce 4
Wrte new entence tat provde continuity Ue te word provided
I w sdg yu u chu h s avaa aso
ee saes
2 W a shppg h w camas hs w
n addton
he sofare
3 fad aswg ay quss yu mgh hav n addon
o orkn th ou n he fuure
4 I am aachg a pc s hs .
aso
an order for
I am csg fma h cama yu qud au
n addton
nforaton on our ne deo amera Prvdn g Infrmn
Letter Practice -
�
"
1
'
#
Complete he senences n his leter Use he wods below.
addton custom-made
esitate quiry
furher pleased
separate our
December 0 20Mr Roberto Carcciol Design 80 Pzza dela Republica 17 2024 Mlano Ita Dear Mr. Cacciolo: Thank you for ()
letter of December 1 . We, too are excited
about our line of Mephis rniture reproductions I a ()
to tell you that all repoductions are labeled and cannot
be consed with the origal Memphis rniture we prodced in the 1980s n 3
,
each reproduction s stamped with the date it was produced.
I am sorry that we annot lfill yor request or cstom orders o fabric or wood at this tme Perhaps we will do this in the ture Our oma line o ne iture ca be (4) (5) I
.
cove
o have any (6)
to contact e directly Again thak o for or 8 Sincerely ours
Joris Kockaert reident Mmphis Design
.�
Unit 8
Roma catalog will be sent to yo nde
qestions please do not ()
Leste Feed sent a ette povdng nfomaton. The shaded boes show ten places whee he ade eos Wte the coect wod o punctuation above the eos
April 21 20
Marian h Wirele eore Bi ldi ng -A Floo 3 Walland ndial k Walland N 388 Dear M Ch
Thank yo for yo'e inqiry abo or new ell phone he Mea 444
(3
a yo eeed, am ending nder eparae over o aeoy aalog
(4)
alo am endng he prie l
Yo will be hearing from o US ale manager Maia Janen o
6
dn g vol me dion and any oher onern yo have She w il l be
7)
ending yo a video o o lae eleviion ommerial whih yo migh find inereing
8
We look orewod o woking wih Wrele Aeorie and appreiae he
(9
opporn iy o bei ng of ervie
( 1 0)
Again han k yo for yo in ii ion Sineely yo
Lr rd ee reed Pod nformaion Speiali
Provd ormo
Letter Practce 3 On a separate piece of paper, reply to te letter tat you wrote in U ni t 7. Make up te prices sales discounts and information about te promotiona materials
Words nd Expessions to Know Look at tis list of words and expressions tat were used n te unit Teir definitions are in te glossay at te end of te book
clarfcation continuty flyer
forward fufill n touch
nitial inqury order form
price lst retu under separate cover
�
t 8
claim lt is a lt that yu wi t a cmpany t pint t a pblm Sm pblms that yu wit abut in claim tts inclu civin th wn pucts civin ama pucts civin an incct invic B y wit th lt mak su yu hav al th inmatin abut th pblm I ncssay cntact th pp n yu cmpany. sk thm i thy hav anythin t a
GTTIG STARTD 1 ed he e-m ewee w cwrker Wl & Cmp Ld he re h rem wh eer hpme. 2 Cmpee he Shpme eceed Lg
_',;a� T Frm Sbj Da
" [ T Frm Subj Da
M Gee/ippg
H
T
H PIPug p@w eL M eeippg mgee@we e eebe M 2 0 42
m vg pblm w Mv Su bg pbm ppg pm BB w ug w, m w p f GB. T uu uu pp bk wu v!
Mk, pg v v w wg u P w T w m w bg m wg mu g v wg Y w v p w pg w [m Mvl u W p e l
SHPM ENTS RECEVED OG Vn
0[
Dat m./ay
Rciv
Dat m/ay
mmnts
Manua TM-00533
/1
Manual M00 353
5/7
Invoce eceved fo US$320; should be Can$32.50 o US$221 8
Manual TM00567
/1
Mavel Souions
Wod pocessng
5/2
(1 )
Mave Soluons
( 3)
/10
()
Funue Future
5)
/1 1
New Tech Answers
sowae
2 )
Request they send two moe copes of wod pcessng sotwae /1
( 7)
Retun Go Best equest BookBes Request they send mssng sheles
Caim leer rMode
ook a he ee eleme of a lam ee
W
Wimbleto n Road TE: (416) 555-4444
May 7 2G
Toronto Onaro D
V Canada
FAX 4I ?) 555443 WWW.WLSCONEA
Ms. Rowanda Fish Csom vic Manag Nw Tch Answs 454 Liy Road Philadlhia PA 19148 Da Ms Fish In a cn shimn om Nw Tch Answs h w wo lms w civd h wong manals and o accon was incocy illd
Openn
On Ail w lacd h ollowing od on coy o TM-00533 and on coy oTM0067. On May , w civd wo cois oTM-00353 W did no ci TM-5 3-3 o TM07
[
Fus
Atn
[
sn
W a ningnd saa covh wo cos oTM03 Plas snd s h o 2) anals ha w odd Also las coc o accon, no 9N Th inoic as o U$ 32 0 (hiywo Unid a dollas and y cns Th coc noic oal shold Can$3 25 0 (hiywo Canadian ollas nd y cns, o a oday' xchang a U$ 22 wny-wo Unid as dollas and ighn ns) A coy o h inoic is nclosd. Thank yo o yo anion o his ma. dially ys
oly ak chasing viso Encls Inoic hooco y)
Useul anguage
we ordered
a ece sipme om O O
we eceived We are eig Aso pease corec A cop of
ni
s ecosed
The body o a cai eer generay has our pars
Practice
1
Part
Content
Example
Opening
Explan the probem
In a eent sh pment rom New Teh Answers there were two problems: we eeved the wrong manual s and ou aount was noetly blled
Focus
Gve your reaton
We ar returnngunder separate overte two opes of TM-00353
Action
Gve a soluton
Please send us the two (2) manuals that we ordered Aso please orret our aount no 594NT
Closing
Thank the eader
Thank you or your attenton to ths matter
In each qestion, two of the sentences are approprate to use n a claim letter. Crcle the letters of the two sentences 1.
Openng
Your shipe o ile cabines arrived daaged on March 1 2 b We ony received two of he hree carons of copy aper ha we ordered on Apr 0 c We woud ike o receive a caaog a.
That's
2.
, Go Business.
When you send a lam eter provide doumentaton suh as eepts, nvoes photos of amaged goods, or anythng that woud pove hee was a pobem Be se o send photoopes of doumentaton, not ognas You shoud eep he orgnas o your ecords.
Fous
You wi receive by overnigh courier, he ncorrecy addressed sofware package. b Thank you or sending he pens even if hey were he wrong coor c I have eurned he anuas o yor aenion. a
3.
Action
wd ike you o cance he order and cred our accoun or he two manuas we did no receive b. I woud ike o receive he wo addiioa sofware packages by Noveber 15 c. Your company akes oo many misakes a
I
4 Closing a. Don' e i happen again! b. Thank you or your aenion o his maer c I appreciae your aking care o his or e
Writng Cl aim Letters
.�
Wrtng Yor Message verss ora Sye: ontraos sss ttrs y shld aays s a rmal wrtg sl O t t rmmr s that shld t s ctracts Ctracts ar sd rma r rsal crrsdc ma W dd't rc M003-3 r M-0067. Frmal W dd ot rc M-0033 rM-006-7 rmal W at cmlt yr rdr cas tm 42A s ac rdrd Frmal W caot cmlt yr rdr cas tm 42-A s ac rdrd
. Practice 2
Cile e onatons n ea sentene. Ten ewite te sentenes witout using ontaions. 1
Plas add shg ad hadg t th rsd c
Thas
Bine.
Wn usinss l inluds uns o o o mo couns nlud symol o counis nd hi cunis S pg 67: US30 nd Cn30.
2 Wr gg t sd ac th crrct c
W cat ar r shm 4 h rdr was rcd y th agrd dat
5 h tm st stc a ssttt athr
ose Despve Avebs Bsss crrsdc shd ccs. Bg ccs mas tat shd s as w wrds as ss O wa t ccs s t s drs sch as dscrt adrs. Or acct as ed wth ot of deet Nt ccs stes t Ccs Or acc as oet ed
Practice
Rewe hese senenes o make em onise Use te pases below
lgy wrtt crrcty addd
scty srd rl rad
sy acd
. Th a was wtt s wth ad hadrtg hch was
ssl rad
t
2 e pckge ws wrpped n very essy wy
3. e tes were ll tossed nto te box nd te wrppng ce o 4 e goods were not nsured sucent ount to cover dges.
5 voce d nubers tht ddnt dd up, nd I even used clcultor
Dh A ds ) or pr o dses, dses, cn soetes soetes be used nsted nsted o co, co, colon, or prenteses ses cn dd norton show epss, or set o lsts. Add noron We re retug saa cv two copes o TM0035"3 ovgh Sow epss e dged pckged pckge d ovgh ws reused by te recpent e e order or der or contnng te norton norton Set o lsts and ost f ws delvered by essenger
Practce 4
Rewrie ese senences using dases. 1
ese nuls (423 nd 455) re not te ones we ordered.
ll fro New ed Publsers, were sent to e 2 our pckges ll wrong ddress.
Thas
Business .
f you ae aving polems ove and ove again wi e same company you could menion n e ee. Mae sue you ae pole u ell em ow o w you eel Fo eample you mg mg say say ou ou company compa ny aways gave us good sevice in e pas u ecenly we've ad polems wi ee odes
3 e fnl order or (te one one w so ny cnges) ws dcult to ed
4 e entre ontents o e spent were dged bookcses crs nd desks
5 All Al l o te supples were lost n trnst trnst e books pp er, er, tpe nd dsks
Writing Claim Lettes
Z
Letter Practice 1
�
,
<
Coplete he sentences n his leter Use he words below.
correct cover
mssing oder
incorrect invoice
1 imblecon Road : (46) 55-4444
•
eceving reunng
oronto, naro naro 2V8 anada
FAX 46) 5554443
WWLCONETA
October 20 20 Mr. Ger Kindlet Teehone Acessoris Acessori s 1746 Pk Avenue New York; 10007 Ref: Ref: Web oder oder 3425 34 256 6 on October October 15 1 5 , 20D M Kindlet On October 15 we placed an ( 1 )
fo an sta 3245
telephone e eeied the following following one telephone without a handset a headset we did not orde and an 2 the headset-under headset-under searate
I a 3
to you by oenight mail
(4)
Please send the (5) 6
invoice
handset lso lease the invoice and send a new one. e did not orde or de a
headset yet we eceied one and wee charged for wo! I apreciate our mg he adjustments to our ( 7)
look ford to (8) Sinceely yours
Maian Goda Prchasing eatment
l
Un it 9
the handset.
and
Lorinda Sanchez sent a claim etter about an incorrect order. The shaded boxes show ten places were she made erros. Wrte the correct word or punctuation above the erros
CHEARSLEY TEMP AG EN CY Wats Geen Chearsley Buckinghamshire HP18 ODD
Augus 6, 20Mr Mura Al Presden Ai's Oce Furniue 6 Beween owns Road Roa d Oord Oord OX4 3PP Dear Mr A: 1
We wee dsonng o eceive your delvery o Augus 6 . None of h e ems ems
2
where wha we odered
(3 (4)
pm en , and we asked he sh pp ing fm o c e We did not sgn fo he Sh pmen he goods.
( 5)
We had odered odered he fol fol owi ng-one 1 0) wanu copue desks hee (3) wanu boocases boocases an wo (2) execuive offce chais
(6)
(7) (8), 9)
We are rece rece v ng four (4) fi le cab i nes nes and an oak boocase wi hou he she lves Maybe Maybe soeone soeone ese eceived eceived ours funiure? Pl ease so h s ou q u c ye end our funiure hee as soon as possibe.
(10)
Thank you o assising us wih his problem S nceely nceely yours yours
Londa Sanchez Purchasng Sup eviso
Writing Ci Letters
2
Letter Practice 3 Look at the Shpments Received Log you completed on page 67. On a separate piece of paper, write a claim letter to New Tech Answers, Marvel Solutions or Furniture Future. Look in your local telephone book or on the Internet for addresses to use for the companies.
Words and Expressions to Know Look at this list of words and expressions that were used in the unit. Their definitions are in the glossary at the end of the book
account bill cancel
7.
Uit
9
claim etter courier credit
invoice make an adjustment point out
receive shipping and handling
Writing Adjustment Lttr n austmnt tt s a tt that cocts a mstak Whn a company has ma a mstak t s mpotant to acknowg t coct t an apoogz fo any nconnnc Bfo you wt th tt mak su you hav a th nfomaon about th stuaton f ncssay contact oth pop n you company. sk thm f thy ha anythng to a n som cass you may want to of somthng as an apoogy a coupon a scount o a sma g
G TT NG STATD 1 Read te emals between two eecutes at New ec Answers ey ae eard omplants about seeral spments tey ae sent Complete te Adustment Log
Jon Weiss Rebecca Gerard Retuns May 15 20- 12:22:
Rebecca erard Jon Wess Re: Returns May 15, 20 51311
Why a re we etin so man y returns? Best Ad s Onine eturned ou manualsold editions; Em ress Tad in sent back the account in ackaedamaed D-ROM H ardin Sh iin wants u s to elace th e tackin sotwa re with the newest verson. What's oi n on he re? Whos il in these orders?
t seems o ur custome r service deaments order soware was not u d ated. The latest version s o our oducts wee not ut into their sstems. Thats why Best Ads On li ne ot out-o-date manuals and Hardin ot outo-date sotware. We're sendin them new versions lus a % discount couon on their net oder. I don 't know why E m ress's accountin DROM was damaed M errywood Hotels and Virtual Plan also eturned damaed D-ROMs. Il check nto . In the meantime Im sendin each o them a elacement D-ROM and a comimenta trainin video.
JUSTMENT LOG Cnt
Bes ds Onlne
Cam
rd n Shn
ess rdin
(1 )
oes
old ediions o nuls or ncoec inoce
)
ded cconn C D-ROM
4
(5
)
Sen nw
7
Sen elcemen
ustmnt
Merywood
veion wit
1% dion
/ <
CD-ROM wt a
colien vdeo couon
Model
Letter
"
Look a he deen elemens of an adjusmen leer.
4 Ubr Rd I Pilia. Fnna 191
May 6 20 Ms Holy Prk Ws & Company Ltd. 51 Wmbleon Road Toonto Ontario M4D 2V8 Canada Dea Ms Prk: Openng
[
Focus
[ We apoloize fo the ero and will corect it o your satisfaction
e have eceived you letter of May 7 about the s hipmen t of the wron manuals
Two man ua ls-TM0053 and TM0056-ave een sent to you attenton under separate cover. n this letter, I have enclos ed a discount coupon for ten percent off your next purchase In addton, a evised invoce is enclosed. We have also deducted the cost of shippin and handlin
Action
[
Closing
Aain we reget the eror and apoogize for any nconvenence We look forward o servn you in the future Sincerely yours
Rowanda Fishe Cstomer Service Manaer
Useful Language We apoogze for he eror A resed
_ s enclosed.
Agan, we regret he error and apogze fo any nconvenence We ook foard o serng you i n he future
.
Uit 10
he dy f a adusme ee geeay has fu pas
Practice
Pat
Cotet
ampe
Ope
Acknowlege he ike
We he eceie ou lee o M 7 bou he hien o he wong nul
ous
Aoogize o he eo
We ologize o he eo n will coec o ou con
Ato
Gie oluion
Two nul-TM n TM67-he been en o ou enon une ee coe
Cos
Aologize gin o he ee
Agin we ege he eo n ologze fo n inconenience We look ow o eng ou in he uu
In eac question two of te sentences are appropriate for an adustment letter Crcle te letters of te two sentences 1
Openng
We hae eeed yu ah 3h ee egadg he damaged fe aes b hak yu f yu ue 3d fa deag he ems mssg m u shpme sy we d hae ay ee aags a
2 Fos a he ps e has ee makg may msakes aey b Pease aep u apgies f he eee m sy ha we dd yu de yu sasa. 3. ion
We d hae wha yu eed s y ahe mpay b. he pes yu deed hae ee shpped he yu equesed ag wh a mpmea pe shapee u w eee y eg ue he aes es f he aug pakage. a
4 Cosng a Ne me sped me shppg ad hs w happe b Le me say aga hw muh we ege ay eee We a apge eugh. u sasa s ey mpa us
Wr Adsme Leers
Wrtng Yo Message Lee Ao ns Ms ajse eers ae e f ese ree acis re e bsiess ses e cser's ey back e bsiess ses e cser e sae ie r a reacee siar e i erfec cii e bsiess ses e cser a crei rcase crei er ies a cs e sae a ese are e ree s c acs b er is are ssibe Fr exae e bsiess c ie e cser a cice r e bsiess c e i Eac siai is iffere Practice 2
Wr refund, replacemet or cedit for each sn tnc. 1.
Y wi receie a cec fr e f a i e mai
2
Pease re e sfware ackae a seec aer e
3 Fryfie ars ($4500) wa s creie yr acc 4
e ey wi be se y rrw
5
Pease cse aer cr fr yr esk
6.
We are f a aricar ie b ease seec sei ese fr e caa
nd Aon s
Thas
Business. On wa a mpans aplz f s s pa f sppn and andn ss If usm alad pad bl l mpan an mbus m f mpan asn sn bll an ddu ss bf snd bll
U n 1 0
A ajse eer beis wi ackwei e isake e e wier aizes, sess a aci a aizes aai We aize fr e errr. Firs ay Aci w aasM005 a TM-0056-7ae bee se yr aei er searae cer I is eer I ae ecse isc c fr e erce ff yr e rase I aii a reise iice is ecse We ae as ece e cs f sii a ai Sec ay Aai we rere e errr a aize fr ay iceiece
Practice
Write apoogy or acio for each sentence. 1
You may excange te item at your convenience
2
regret any inonvenience
3
You will receive a reund or your sippng costs
4.
Please accept tis discount coupon
I am sorry tat te item you ordered was not in stock
6
A new ax macne will be sent to you
n Sentences A number tat starts a sentence sould be spelled out You can also rewrite
te sentence wit te number oming later Review lariing Numbers in Unit 8 page 6 Remember ta it is sometimes better to use bot numbers and words Incorrect mana ave been sent to your attention o mana0053-3 and 0056-7 been sent orrect to your attention o mana ave been sent to your attention We ave sent to mana to your attenton
Practice 4
Rewrite the folowng sentences to correct the numbers. 1.
$600 will be sent to you by ceck o o
�d
Thas
2 s were replaed
a adse eer y d ae ea wy e e aeed ac y d say ayg ad a y cay sc as We've been haing
3 12 aounting packages ave been sent to your attention
Business.
obems wth ou compute sem y age
ad e e cser a ay re as ee xed
4 $1000 will be redited to ur account 2 manuals ave been sent under separate cover
6 $80 will be given to ou as a store redit
Wr Asme Leers
Letter Practe Coplete te sentences in tis letter Use e words below
apgze damaged
ecg ceece
pdg egadg
ege epaceme
ITfN31:$ Ub R I i Pi 9
May 1 7, 20Ms Vanessa Idrs Ofice Manager Empress Tradng Corpoaton 62504 Putrajaya Selango, Malaysa Dear Ms Ids: hank you for you fax of May 0 1 ) the damaged CD-ROM ou eceved We 2)
for the damage and for
he (3 We are shppng by ovenght mal a (4 CDROM In additon we ae 5)
a compmenay ranng
vdeo hs vdeo w l elp you make e most of you r new account ng soware Agan we (6) he ac at he accountng softae package arrved wth a (7) CDROM We ae sue you wl nd e accountng package use and we look forwad to (8)
you wt ohe hg quaty produts
Snceely yours
Rowanda F she Customer evce Manage
!
U 0
Keri pelling sent an adustment etter about an ncorrect order he made ten erors in the erros and write the corect word or punctuation above the errors.
Greere er Ger (49) 0 47 90 (49) 0 47 91 1 )
My 1 6 M Holly Park Wl Compny Ltd Wmbleton Rod Toronto nto MD V8 Canda
ear M Park
( (3)
Thank
for yor May 7 letter We hve recevng the to 1 copie of
(4)
GoUet yo incorrectly were ent We pologze for the erro
(5)
copy of or new accontng ore Booket ha been ent to you by
(6)
overnight ail a yo reqet
7
eae accept or complment dcount copon good for ten percent of ture prchae of otware from Mrvel Solution
( 8)
Agan we are soy you were inconveniencng. Our goal i to provide you
9)
with the hghet qaliy of product or evce
( 0
Sncerely yor
r
pl
Keri Speling Cutomer Serve epartment
Wrii g Adjusm e Leers
!
Lete r Prac tice 3
ook at t adjutnt og you coptd on pag On a paat pic of pap wit an adutnt tt to Bt Ad Onn Ep Tading Hadin Sip ping Mywood Hot o Vitua Pan. ook n you oca tpon book o on t ntnt fo add to u n y ou tt.
Words and Express ions to Know
ary used in the unit. Their defin tion s are in the gloss were that ns essio expr and s word of s li is Look at th at the end of te book.
adustent etter apoogy
Unt 10
attenton copentary
credit
custoer serce
good for ake the ost o
reund satsfacton
UNIT
riting R inr Lttr an Col lctio ttr
11
A mind tt is a tt that asks i a cnt has ogon t pa a i t gnt minds cnts that th o pant to a compan I th cint dos not snd pamnt th compan snds a coction tt A coction is a tt that asks o a at pamnt a om a cint oth mind s and coction tts must ca and im ut aso poit and possiona o ou it th mak su ou hav a th i nomation aout th pom I ncssa contact oth pop n ou compan Ask thm i th hav anthing to add
GTNG STATD 1 Red the emls between two coworkers t Sntrk Industres They re wtng or severl te pyments 2 Compete he Coleton Chrt Wrte he dte hek ws reeved or letter ws sent Wrte (not pplble letter dd not need to be sent Wrte ? the normton s not gven
n/a
o om
_,i ';
gt 8 2 aey@anakom jle@antakom Subjec Maeh ament
Dae
COLLECO CHAR Cnt
Sh hk vbs rvd pmn fom rnn Indss I hn h o onh hnd pmnt rvd h h fom h h mong fo J nvo. so dyn dvd pymnt for h s nvo on y Hv oth mndrs gon o
Gonan n
Maeh T Gou p A Aiance
Invocs snt
Chck civd
mnd Coction snt
Ma 3 June 3 Ju 3
1 )
(3)
4)
)
Ma 3 Ju
)
8)
Ma June 1 Ma 1 June Ju 1
1
(9) / 7/
1 )
1)
1 3)
1 )
1)
)
1 )
1 8)
Augut 8 2 6 e@anaom ae@naom ubjec Mateh aent
Aeranera
Ma 3
/
19
ob
Teane
Ma 1 June 1
/
) )
Dae
o om
on hsn' pid h rn nvo. h pd h y nvo on Jn h hov dd no p n hm sond no on Jy n AB An vr rmnds. r hr y nVO n rmns n Jn n y or n, n mn n y Wh nx]
1 )
Moe Remner etter or Coecton etter
1
ook at te dierent elements o a reminder letter or ollection leer.
SK USS A TAG AA AG AAA uust 20 20 M Kamu Lana ccountan Match Mdca Equpmnt 90088 na aa Road Sano Maasa
[
Opening Focus
Da M. ana: ou accont ba anc o $2,456 o th nvoc datd Ma 30 was du on un 30 pamnts a du n u wthn 3 0 das o cvn an nvoc.
Acton Closng
as mt pamnt no at than uust 3 1 W ook owad to contnun ou vauab atonshp wth Match Snc ous
afah CaH Saah Ca ccountant
Ueul Lngge
Yor aon alane of
was de
Al pamens are de n fll Please rem pamen
_
.
We look oward o connng or valabe eaonshp wh
i
h dy f md cc gy hs fu ps
Practice 1
Pa
Content
Example
penng
Ideni h iing paen
an balane $46 e inie daed a 3 wa de on Jne 3
ous
Gie deail ab paen
paen ae de in ll win ·ll da o eeiing a n inie
Aton
Reiew e ain
leae ei paen n lae an g 3
Cosng
Be piie ab e bine elanip
We l ad nining alable elanip wi ale
3
n each queson wo of he senences are approprae o use in a reminder leer or olecion leer Crcle he leers he senences
1 Onng a O vc f Fuy 28 f $777.6 hs pd y b W h y cvd pym vc #98 f h sum f $1 223.0. s m f yu py us
Tha's
O usiness.
colco agcy s a coay ha s o who ow oy o aoh usss a ocs h o ay s s o ak ays o h ogal usss wh you ow oy or ha usss ss you accou o a collco agcy
2 Fos a Pym ws du y Spm 30. b W fd hd v h yu hv pd y As w gd yu cd f $0 c ppd gs hs vc 3 ion
f yu wud k dscuss ms f y ps c b Ps sd h u pym y Oc 31 Yu fc dfcus u pm a
4 Cosing a Ou vc f Oc 6h f $23311, hs pd y b f yu d py mmd w w fwd hs cm a cc gcy W k fwd cvg pym mmdy.
Wrg Re m e Leers a Col eco Lees
Writing Yor Mag pn
no late than, by on,
n a busness ees nung remne an oeon ees s moan o be oe an oessona A ens ae moan nung ens wo ay ae
, Practice 2
within
The time exreion and are loe n meang It i imortant to e the orret exreion o reader ndertand what the have to do Look at the exlanation below mean ament an be reeived at any time bt mt be reeived by that eifi date mean ayment an be reeived at any ime bt mt b e reeived by that eifi date mean ayment i de on that eifi date mean ayment an be reeived an time dring that month bt mt be reeived before the month end
o late than August August n August ithin the onth o August
Coose e words a bes compee e senences 1
2
3. 4 6.
within on no ate than on within
We exet ament / May 3 Invoie are ent da after we hi the order / / The hek hold be there the week / We will thi matter over to a olleon ageny Marh 3rd if we have not heard from yo / Pleae ontat me the end of the week to di thi matter We ent yor firt invoie / Aril nd
by on
the a,
an
on within
by o
the the
The word and are artile Ue to refer to omethng eifi; e and to refer to omething general or nnown Yor aont balane of $,56 for nvoie dated Ma 30 wa de on Jne 30 All ament are de, n fll, within 30 da of reeivg inoe
a
an
an
Practice
Coose e aricles a bes complee e senences 1
2
3
4 6
the
Thi i a / forth remnder we have ent amont of $,699 i till de on thi aont We look forward to erving o n / ftre / We reeived em enveloe from or aontng dearment We mt reeive ament by the end of / week At th nt, aral ayment wold be better than no ament at all
An / he
an the
a / the
a the
a the
fowd o geru Use he expesson ook forward to fooed by a geund [ng veb funong as a noun] o ak abou somehng posve ha happen n he fuue Do no use an fnve o ohe veb fom ou may aso use a noun ha s no a geund We ook foad to ontnue ou vauabe Inoe Infive eaonshp h Maeh he veb fom We ook foad o ontnued ou vauabe eaionshp Maeh We ook foad o ontnung ou Coe Geund vauabe eaonshp h Maeh he noun We ook foad o our next roject h Maeh
Practice 4
Rewrie ese incorrec senences using he epresson k fad gerund.
1 We ook foad o eeve paymen mmedaey
2 I ook foad o hea fom you abou hs ssue
3 Sngaay ooks foad o sees you n he fuue 4 ook foad o dsuss a paymen pan ha ok fo boh of us
5 We ook foad o onnue ou eaonshp h oan nduses
6 I ook fowad o kne you houghs on hs op
lba
noe eoe he send a oeion ee Oen ou hae o send moe han one oeon ee efoe a en sends pamen Eah new eer ha ou send aou a ae pamen shoud e ime han he as
Wrg Re id e ees ad Col leco Leers
lette Pactice 1 Com h hi h wod bow
Acounant balance
cedt due
n fl invce
payment reminder
�
TN CNSTRUCTI N 73 as ores oad Pam oat, oida 34
Ocobr 30 20 s Lor Klr O Box 21 197 Plm Cost F 32142117 Dr s Klr: Your cout ( )
o $136 or ()
umbr 190 2 1 w ()
o ptmbr 4
All ccouts r u () hs s you o (5
,
.
wth 0 s.
Pls mt
mmtl
(6)
W hop to hlp YOl t your xlt (7 ym otruto rl yr,
Md!
Aiz
bul ziz
wth
Alejandro Comar sent a collecton letter about a late payment He made ten errors. Fnd the errors, and write the correct word or puctuation above.
Zona E. Hngar 7 1 5230 Mexic OF
Decembe 2, 20 Mr Samuel Augustne Basada Seel Traders 5 State Entry Road New Delhi 00 56 India Dear Mr. Augustne: ( 1 ) , (2 )
A bal ance o $ 1 , 4 5 6 for nvoice number 4334-50 was due wih in J une 30
(3)
As you know a ll accounts are dues with i n 30 days
(4 )
This is a fifth eminder that we have sent you regardng this invoice
(5
However we have not receving paymen or any communicaion from you about this mater
(6
At this point we regret that we must turn over ths claim to the collecton
(7)
agency This agency wi l l contact you on the end o the month
(8) , 9)
We know you re he valued clent and we look forward to settle this account i mmedately
(10)
Goodbye,
Nndro Comar Alejandro Comar Senior Accountant
Wrting Remnde Lettes and Colecon etes
.
Pactce 3 Lette
O a separae pece of paper, wre a leer o Gora dusres or Malec Use e formao e car below
1 Wrte coecon etter to on Indutre bout the une 30 voce 2 Wrte coecton etter to Mtech bout the My 30 nvoce Ci
oics s
Chck c'd
Gnan Ind
Ma 3
ne 3
Rmid s
ne 3 Malh
l 3 Ma 3 1
l 15 Ags 18
Wrds and Expressns t Knw oo a s ls of words ad expressos a were used e u. Ter defos are e glossar a e ed of e book
cect genc frm
9�
U 1
hedqurer notce
prt emnder
emt
Whn yu cv a mn ltt a cllctn ltt yu mut ply uckly Yu ply tt hul xplan th tuatn. mmb that yu bu n putatn vy m ptant Bf yu wt th ltt mak u yu hav all th nfmatn abut th pblm. If ncay cntact th ppl n yu cmpany k thm f thy hav anythn a. hck that all f th nvc numb amunt an at a cct bf yu n th ltt
GTTNG TATD Red he e- bewee w cwrker Mech Medicl Equpme. e he repl e f her vedr bu e pe 2 Cpe he Accuig Lg 1
D:
F
j:
D
30, 20- 10:381 w@d @ld y
F
j:
30 20- 1630 @d w@ld y
,
S
k 43345 I d d k d - d
Y py M , y 27 d B & R g 4 i dy. T C lr y zd y. W w
I z
#
, 7 $56734 999 dwd 6, $109.3 713 BT & R , 4 $6764 77721
#
#
OUNNG OG
Invc n.
munt
at
n
345-339
2678
Augus 1
ABR S
uy 27
889-99
)
a
Augus 4 2)
676422
Augus 4
B & R
)
43345
2456
3
S
5)
7223
9832
6
3)
;
)
£
6
Model ettr: Replying to Reminder etters or Collection etters
¥
•
ook at the differen elements of a letter eplyng to a remnder leter or olleton etter
MATECH
9 AY EGR. MI wwwmlmednet
Augus 1 , 20Ms Safiah Cafey Accounan Sanrak Indusries 46, ur 3/98 88320 Pealng Jaya Selangr, Maaysia Dea r Ms Caey: Openng
[
Enclosed is our second check for he alance of $245600 due on invice number 43350
ou
[
Ou r records show ha we already sen a check for ha invoice Check nuer 456-daed une 27mus e los in he mail have enclosed, for your i nformation a phocopy of he ri ina check
apoloize fr any i ncnvenience hi s ay ave cused you If you have any quesins please call me ong
Thank you fr your reinder I look forward o contnuin ur od workin relationship. Sincerely yours
Xaur Lana Kamur Lana Accunan Enclosure Phoocopy check !456
Useu Language Enced ur check r
ur erd hw I
hve enc ed yu inrmn
'
I gze r ny incnvenience hi my hve cued yu Thnk yu r yu emi nder I k wd cninuin g ur gd rking reinhi
�
Unit 2
The body of a letter replyng to a render letter or collecton letter generaly has three parts Part
tet
Exampe
Opeg
denti f the missing payment pay ment( s)
Encosed is our second check for for the balance of $45600 d ue on invoice ce number 433450 43 3450
Fus
Give details about payment
Our records show records show that we already sent a check for that invo ice Check number 456ated June 456ated June 27-must be lost in the mai I have enclosed, for your information, a photocopy of the original check
sg
Apologize for any inconvenience and thank the t he reader.
I apologize for any inconvenience this may have caused you I f you have have any questions please ple ase ca me Thank you for your reminder. ook forwar forward d to continu ing o ur good working reationship
Practice 1
n each queston, two of the sentences are are approprate to use n a etter repyng
to a reminder etter or coection etter. Crcle the letters o f the two sentences 1.
Opening a We ae aready pad al o our accounts b Acordng to our ou r ecords, your noce noce 980334 was pad n ul on Mach 13. Pease let us know ow much we stl owe
2 Focus a Our ecords ndcate tat our ceck wa returned as "ndelerabe b The ceck or nvoce #40-33 wa s sent on on Janay We look orward to dong business wth you agan in te utue 3
Closing a. Our rst rst instament was pad last ont b a sory o the conuson. c Please Please al you ae you ae questons
Tbars
Go Business., Many businesses eep electronic or hard copies of all transactions These copies will prove payent was was made in case case there s a pro blem If payment payment was made was made received, ved, and deposited t here wil be a canceled check
Replyn o Remine Lettes and Collecton Lettes
. ..
�
Writing Your Message
Yt and Stll T aderb aeady yet and tl are oe n anng Aready Somehng appened bfor now. Poton dentene Our rord ow a w already n a fr a noe Y Somthng dd no appn bfore now. Poton: End of entene Our rord ow ta we a no n a e e for a no yet S A tuaton ontu o x fro e pa unt now Poton: mdentene Our rord ow a w tl a no en a fo a no Practice 2
Comp lete te followng sentences sentences wit te correct adverb adverb 1
T a bn oppd.
2
W a en e , o pea pea op ndng noe. noe.
We ae no red no #4434. 4
If ou ae
n payn pa drgard no
5 Our aountng deparen a no oad your e 6. W a no deerned aue for aen 7 If you
f a w owe on no, pa u
now our raon. raon.
Mo pop ue on of o y for rng dae: . or non.. ugu 31, 20. ye 31 Augu 2020 NonU ye U y ue a oa afr e da wn e ar nudd; nonU y y do no ue oma. oma. I no awa neary neary o nude e year wn wrng dae In ode eer e wrer re abou a e daed Jun 27 T r wa yar When wren n Augu I aud a bo da ar n a yar you do o nud ear, do no ue a oma Te e daed une 2 If reader ay b onued, nude ear If our eer daed n one ear and a da fro anor ar enond awa nude e ear. Fbruary 2, 2004 ar Mr O'ar e ae a e o o reed payen for e e noe dad Noebr I, 2003.
t 2
Practice
Correct te dates n te folowing sentences. Spell out te monts
p ct pamnt no at atrr tan 8 3, (S) 1 W pct 2 Invoc #445 wa mad on 3, u (NonS) 3 ou ddnt rpond to our frt nvoc nt , 4 March. our frt ntamnt arrvd on 7/7. (S) 5 hank ou for our ttr of , Dcmbr (U S .
w Iroucory re U a comma to t o an ntroductor pra you hav ha v any qustons pa ca m. Incorct you hav any qustons qustons pa ca m Corrct
Practice 4
Add commas to tes e sentences.
poc to pa a accout accout mmdat 1 A ou ko t our poc 2 Accodng to our rcord w hav arad mad th pamnt. 3 Gv th mundrtandg w tnk t woud b far for ou to or u a dcot. Condrgg th war probm I undrtand h our pamnt at at Condr 5 Aftr rvwng our ttr tt r d k to dcu th orgna cot wth ou ou 6 If ou hav an quton pa do not htat to contact m
Y f ou or eru for foowd b a noun or grund ng vrb U th pron thank you for functong a a noun] Do not u an nfntv or othr vrb form Incorrct Inftv hank ou for to nd m. Othr vrb form ank ou for rndd m hank ou for yo rndr Corrct oun ank ou for rndng m Grund
Practice 5
Rewrite te ncorrect entences using te orrect noun o gerund.
1 hank ou for nd m a cond nvoc
2 hank ou for rmnd u to pa.
3. hank ou for our undrtand about our at pamnt.
hank ou n advnc for gav u an tnon on th pant
5 want to thank ou prona for our patnt wh w wr movng offc .
Re n o Rem nde Lees Lees nd Co lecon eers eers
Letter Pra1tice 1
.
�.
Compete he sentences n his eter Use he words below.
accounts authozaton
check nstalments
ssued policy
top track
COMPONETS COMPAY P.o BOX 1014 WELINGTON E ZEALAD
(64 4) 473 350
February 16 20 s rcia Cahoun anager, Purchasing Department Jai & Sons Ltd 1 Sougate Avenue Southbank Victoria 3006 Austrlia Dear s Choun: We receied your reminder for payment on inoice #456-020 s you now, it is our standard ( 1 )
o pay a ()
in f wihin 4 business days As I discussed with argo Kuo we
a (4)
for his account just six days er
receiing your invoice. Howeer when we reaized hat our order had been incorrecy ed we p a 5)
on ha payment.
At his point I wi ask r (6)
o pay his invoice in
7
,
which wi be paid as he correced shipmens arrive o us.
We appreciate your paience whie we (8) uorunae consion . incerey yours
Meina Hmin Accouning Manager
.�
Unit 1 2
he source of he
Samuel Augusne sen a eply o a collecion eer He made en erors Fnd he errors, and wre he correc word or puncuaon above he errors.
B a s a d a S t e e l Tr e 5 Stae Enr Road New Delhi 1 056 ia
December 23 20 Alejandro Comar ABLAR Zona E, Hangar 7 1 5230 Mxco D.F Mxico Dear Mr. Comar: (1 )
Thank you or your remind abou invoce 433450 wih $456 due.
(2)
Encosed s he ull paymen. We have no received he oginal invoice sill.
(3 ) 4)
Whi le hi s was he fh remi nde your December 12 noe was only he second we eceved.
(5) (6) , (7)
For our accounng p urposes we would l ke o receive an nvoice or hs accoun I very would be help u l you could send h s and all uure nvoce by
(8)
emal. You can already send endo-year saemens by mail Please send he
(9)
i nvo ice beore December 3 1 ,
10)
.
Than you or you r aend o hi s maer. ncerely yous
Samuel Augusne Vie Pesident I nenaional Accouns
Replying o Rem nder Leers and Collecon Lees
�
Letter Practce 3
On a eparate piece of paper write a ete epying to one of thee colection ituation. ook n your ocal teephone book o on the nternet for name an aree to ue in your lette
Ju
ear (Ye: P!ge gee the attached gt of our current in-oice . We hae not et r- ed our payent for in-oce dated Ma cod to ou poc, a/I accountg are e in fu g. Pge not hetate to contact ueton
1 ou
ha-e an
M L Accountant
: ;'
Sepembe 30 20 13185 su_ammalmene lee_wumalme.ne Se: Auust paymens Date:
T Su
Pease ra a note to a lata r expa in that ur authoriz atio process or voces over s tan oer tha sua Do't tel them t's because we re two accounta nts et them ow tht we wll pay nvoice #223 as soo as possibl e Lee
Wrs Exprsss w oo at th it of wor an expreion that wee ue n the unit. Their efnition are in the gloay at the en of the book.
u hoz io cofio
!
Unt 1 2
ime oe
p i ful phoocopy
epuo ufoue
ommo yp o busss l s mploy los lt Th h m yps o mploy los ls ts o n, mploy ounmns n lts o ouo Ths ls sb mploy hos n posv wy o you w h l mk su you hv ll h s Ths lts mpo sou o omo bou pson hy mus b u
GTTN G STATD 1 Red he ei beween n eeue nd hi n. hey du ever empyee rein eer 2 Cpee he Empyee Crrepndene Che Wre he (V) f he n wre he eer Wre To do f he n h n wrien he eer ye
:· � " /
=
' ; Dat Sp 2 2 2 o ayond_h@omanno om ald@oanno Suh
Da
= p 2 2 222
ub
ald@oanno aond_@oanno po ls
08
o om
ploy s
ou promsd o writ s o rn o h wo ntns who wod h ummr� o MingTng s ng o wo o ou os n Chn nxt k ou hud wi o our nch mngs n Big nd Shnghi o inoduc hm.
[' wy hd o you [ snt h ttrs o Chn srd nd inishd h o rn o Msu Yuk l do Mhl ung nnounmnt omorow lo w nd o nd out h nnunmn bu K Jnss pomoion. so d o g hr som businss ds wh h nw l o o pions
EPLEE CESPNENCE CHECKLIST
mploy
R
Lee Mingang Mihee Fung Masuo Yukko nen Luis Marinez ern Kay Jens :",l; �
08
ouo
nounmn
Model Lette of Referene
Look at the diffeent elements of a lette of efeene.
September 23 0 To whom i t may onern: It is y pleasure to write this letter of referene for Matsuo Yuo s Matsuo was a summer intern at Bozeman International from May to August this year. As an ntern Ms atsuo was esponsible for assistng our professional staff with their duties She was eent puntua and detai-orented She wored well under pressure and got along wel wth the sta. eommend Ms. Matso or any positin that requires a selfstarter who is able to ollow through on a task. Please d not hesitate to contat e if you have any questions Sinerely
Raymond Hu Manage, Asian Sales
Useful Language my peaue o wre i eer of eeree for
wa a
wa repoie or
eommed
!
Unt
3
a [ompay ame] rom
or
_
_
o
_
The body o a letter o referen generally as our parts Practice 1
Compete the chart using the Model Letter of Reference. Part Openng
I ntroduce the person you are writng about
Focus
Give reevant detas about the person
Action
Discuss the future.
Closing
Practice 2
It s my p easure to write ths letter f reference for Matsuo Yukiko
Restate the main dea As the person to contact you f necessary
Write 0 if the sentence is for the Openng, fo Focus o 1.
2
_
A
for Action
Ms Namazawa andled travl arrangments o seven exeutivs [ am wring tis letter on beal f ou mployee, Mr Tam Osante, wo word at Slar ndustris rom 1998-001.
3.
Se as t skls and te nrgy to sed n watev s prsus
4.
M Ko mantaind stady sals vn wen e market was slow
5
n Ch ina Jaan and Korea the famiy name comes frst so Maso Ykiko s s atsuo. However when a erson uses an Eng ish frs t name, Western orde s used as n Raymond Hu
Example
Contnt
6
_
I gly rcoend Miss Bnot as a grapi designer Mr. Fu will surely bome a eader n our region's igt to save te nvironment
Tis srvs as a letter o ren o Maya Eng my ormr assistant 8.
Ms Bela as my reommendation as a reliable trustwty mployee
Wrting Em poyee Re latons Leters
�
Writing Yur Message and Adverbs
Lers of rerence dscribe employes and how hy work Ths leers on conain many adjecives and adverbs. Remmber ha adjectives describe nouns, and adverbs describe verbs. Incorrc She was eciently. Sh compled her projecs very accurate. Sh was ecient Corre She compleed her projcs very accurately Practice
Choose the correct adjectives or adverbs to complete the sentences. 1
Ms. Masuo perormed all o her dutes professional / professionally.
2 She was ecient / eciently n preparing and mailing corrspondence 3. He yps quicky and accurate / accurately. 4.
Miss Wi designed an attractive / attractively brochure or a major clin
S.
He comunicaes eective / eectively wih boh clins and co-workers
6.
All o her projecs were on schedule ecause her documenaion wa s always complete / completely.
7 I high / highly recommend Mr Kng for any engineering posiion S Mr Cho is very honest / honestly and loyal. 9 I
10
wll b happy / happily o answer any quesons abou Ms Sein
He had ll / lly responsbliy for he deparmen's budge
Tbars
G Business., Tere re two types o reerence etters. In one type yo reply to a specic reqest to recommend someone for job n te oter type, yo wite a gener recommend tion tt cn e sed n more tn one sttion.
®
Uit 13
Look a e diffeen elemens of an employee announcemen.
X Date
ub
Sept 2 20- 8323 All emloyees aymond_hu@bozemaninl.co New employee-Mielle Fung
W p o nnoun h Mih Fung h Join ou i nio oun pii M Fng o o ou opny wh 22 y o ouning xpn Sh h wo h Hong Kong Coi n S W Shipping n h Hong ong nnion Dvopn Founion Sh n h in ouning o Hong Kong Won Cog Sh w b ng on you n h nx w w o nou h n o u ny uion you hv bou you o L' xn ny wo o Mh Fung Ry
Use Langage We ae pleased ae
mes mpay h he has ked a es a elme
omosing Your Message Te ody of an empoyee announeent enea a four part
Prctce 4
Complee e ca usng e Model EMa Empoyee Announcemen Pat Openng
ontent
I de he pers y are g ab
ous
Ge eea deals ab he pes.
Aon
Dsss he re.
osng
xampe 1 )
Ms Fg mes mpay h yeas f ag expeee. he has rked a he g Kg Cmm eal ak, ea Wall hppg ad he g Kg Ieraal Deepme Fda . 2
Resae he ma dea
Wrg mployee Reo s Leers
Practice 5
Ta
ine
A er announng a ne mpoyee o an empoyee's promoton sou eary outne the persons quaatons. It s aproprate nde normaton rom the empoyees rsum.
Read ese opening senences for leers announcng a new employee Ten cicle e ler o e senence a gives a elevan deail abou e employee.
1 We e leed o inoduce Lui Zmbn he new dieco o mkeing a He w bo in Bolivi b He w he dieco o mkeing o BT&T o nine e
2 Ou ech o nlo h ll id o; Hn Kiun will ive om Koe on he 1h a Kiun ek Jnee Koen Chinee nd Englih luenl b M Hn i ivng on igh 459 om Seou
he epresson ca means to vst someone or a short tme
Wng Yo Message
The legl demen i leed o nnounce h i h ound n ineionl coigh lwe Igncio Pgz a Pgz ecilize in de coigh nd en lw b M Pgz will be id in US doll
4 Mn o ou hve led me M Aveek Sk ou new in dieco o ublic elion a M Sk udied nenionl mkeg he We Bengl School o Ineionl Buine b M Sk lo ineviewed o he dieco oion bu he w oo ineeience o h oion
5 Al o u hee Hoon nd Slone eend big welcome o Ev Bimn ou new vel coodino a M Bimn love o ve b M Bimnn w he mnge Mi vel Sevice o en e
S pe as an h e esen ee When ou e o eciic ime ue he ime eb om hen ou ee o n uneciied ime ue he een eec veb om The ec ime i no imon She woked he Hong Kong Commecil Bnk om Simle P 1984199. Peen Peec She ha woked he Hong Kong Commecil nk Se Wll Shiing nd he Hong Kong nenionl evelome Foundion.
actice 6
Coose e corec verb form o complee he senences.
1 He eved him go
/ ha eved
he comn well nd we will be d o ee
2 Fom 0000, M Hui atpated / ha atated in goenmen onoed ogm eeching ecen cell hone echnoog M Kein woked / ha woked he dieco o deign o women clohe Hueb' o i e
/
4 She degned ha degned mn wdwnning buine ui
5 ik won / ha won he eigiou A Engineeing Awd in 1999
Unt 3
Look at the dfferent eleents of a etter of intoduction.
- J epee
-
M Chale H C ao edde ao ad ag Ld Hedeo Cee Wej ee Beg 15 People' Repl of Cha
Dea Chale h ee wll ode Lee M gag o ale maage who wll e o Ooe og ew lead I kow h a me fo o I hope o wll e ale o mee wh h
-
Mgag ha ee wh o ompa fo e ea ad ha pdl moved p a egoal ale poo o maage of o ale dvo He o ol had wokg alo a gea gofe. I kow o wo wll have a o ommo
If o have a lead he mgh pe o ggeo ao oa o aea m e he wold e glad o hea he
O
hak advae fo meeg wh gag I look foad o eeg o oo Yo
Ramod H Maage Aia ale
seul Language Ths eer w roduce
hs bee wh ou comp o es d hs Thk ou dvce o meeg wh I hoe ou wll be ble o mee wh
Wrg Emoee Reaos Lees
Comosn g our Message .
'
"
The body of letter of trodtion genery h for prt. Pactice
7
Compl h har sing h Modl Lr of Inodion Pt
odc h pso o wiig bo
)
Fous
Gi l dils bo h pso
(2)
Aton
Discss h f
pening
Thars
G Business., A of iodcio xplis wh o iodcig h pso Rds d o kow how h w pso m hlp hm o hi bsiss
Cosing
Pactce
8
Example
Content
Rs h mi id
o h lds h m ig h ps o sggsios bo cocs i o m s h wold b gd o h hm If
(3)
Rad hs opnng snns fo ls of nodion Thn il h l of h losing snn ha bs sas h man ida. 1.
My itnt Robert Ko wil be in Hong Kong next wee to meet with l of the brnh mnger a. M o loo forwrd to meeting yo in peron. b M Ko h been woring for me for ten yer now
2 Mr Spm hope to tor both of yor prodtion fiitie n Thilnd when he i there next month a Thind i poibe otion for or fifth prodtion fiity b hn yo for rrnging hi tor of yor pnt
That's
G Business., of odcio m b ppop o gi pso fomio bo pso f s dc o h d
3.
Ann Le wi wi pe to yor deprtment bot her e in moving from lol to ntionl mrketing mpign a I know tht M Lewi' peeh wi be both enjoybe nd informtive b ewi h been gret et to or mreting deprtment.
4.
Thi leter wi introde or new teoogy mnger Chng Ch-Hi who wi be ing yo with qetion bot yor tehnoogy need a I ppreite yor ting the time to nwer Mr Chng' qetion. b A yo now, we erhed for tehnoogy mnger for month before promoting Mr Chng
5 Or hn reltion diretor wi be peing on the importne of mtiingim in new empoyee a Her peeh wil begin t 3:00 I look forwrd to eeing yo there b Hve yo onidered tdying nother ngge? 6. Thn o for greeing to eet with my ne when he i in Myi a My nle looing forwrd to yor fternoon together b. My nle met hi wife while he w ttioned there
1.
nit 1 3
onl
t lo
Th rssion no only b alo mhsizs h mor hn on im is rd o oi No only . . nd . b alo r d diry bor h r mns hy oin in h snn H o ol hrd working b alo gr gor:
[vb]
Prate
vb
Cobne e enence uin e exess nt nl . but a/
1 Sh is ougoing nd nrgi Sh is on o h indis o I know.
H dsignd h nw rodu. H dsignd h mrkng sogn
3 An is ir mngr. An is ring mngr
4 Sh works hrdr hn nyon Iv vr m Sh ys go wih om dvoion
5 H woud ik o our your mn ois. H woud ik o s your roduion iiy
6 You wi noy mng h ohr. You wi hv o in ommon.
Thas
ine.I
In the de eter n page 1, t wrer (Ray uses the rst nae the persn he s ntrdung ngg n he sgns te etter he uss ny his rst nae Ray has knwn nga d t radr te etr r a ng te and has rked sey wt te
Writng Epoyee Reations etters
etter Practce On a separate piece o paper write an employee elations letters for one of the followng stuations.
Wrt a ttr of rfrn for on of our oworr or amat ra drpton and pf xamp of h or hr wor and wor habt (You dont hav to u h or hr ra nam) 2 Wrt an ma anounn a nw mpo Th nw mpo you nformaton about ourf n th ma 1
D' oge o sy please d thank we sig a fvo
Words and Expressions to Know oo at this lst of words and epessons that were used n the unit. Their definitions ae in the glossar at the end of the oo branh ontat mpo anounmnt
!
Unit
mpoy aton xtnd foow throuh
ttr of ntroduton ttr of rfrn rab
undr prur unpfd
riing Cuomr Rlio Lr A custom latons ltt hlps to buld and mantan a good latonshp btn a busnss and ts customs A custom latons ltt can announc man dffnt topcs such as a n addss a poduct pomoton o a poduct call fo you t th ltt, ma s u you hav all th facts Customs nd accuat up-todat nfomaton about th compans th do busnss th
GTTNG STATD 1 Red he e- beeen wo exeue Eeon Ineon The du ee uoe eon ue h need o be nnouned 2 Coee he Cuoe Reon Anouneen og
a To Fom ub
�
08
J 943 mrbrgr@croco jw@ lcrocom Rc corrspodc
a To Fom ub
J 946 w@lcro.com m rbrg@ lcroco R Rc corrsod c
No robm A addrsss wr d o J o oc o r Nw rs romoo . I s cg o-addrss oc da bor srda o vro or daaas
Ysrda I od Wrx ad Coo ma Now a wl sd g rcm o s or os rca d l do dr ad Foax oda a dlzp ad C al omorrow
w prodc a o cms wll go o o cs o grops. Cl ams bg g w A go o o Ja 0 c ams g g w N wl go o o J 1
Aso do orgw d a daaas sa rc or or Asa ad E rop cls. W d o -ma m abo cg o addrss or or a asa oc
CUTOE ELATION ANNOUNCEENT LOG Cl nt
08
N a' omoton
Chang of addss
oduct call
N oducts announcmnt
r O
6
Jan 1
oo No
2
(7)
6
6
dGr
(3)
8
2
7
o 1
Jan 5
9
3
zp
3
4
9
O
5
0
5
20
Mode EMai Cange in Coman (Address)
,
Look a e dieren elemen o an announcemen abou a cange n a company
non@eeOneo e_bee@eeono j: o e
As of Mach 1 we ae movng ou M aaysian ofice.
accouns pevously ha nle thouh Ku aa Lum pu wl l now b mange thouh ou new ofice in Singapoe Please note the new aess Electonix I ntnationa South Bi e Roa #0803 se Paza Snapoe 0587 el 5 337 2 9 33 Fax 5 337 29 35 wwwelectonixcom ou nw account manage, Siing Wu, wil contact you shoty to ntouce heself an to answe any qu estions you mi ht have. We loo fowa to woking with yo u om ou new ofce Snceely os MB vison anae, Asia an Euope
f of oi l not the n
i l ontct ou ' e oo o to on it ou o ou ne oice
14
The bod o an announceen abou a change n a copany generally has our pars
Pcc 1
Compete the hart using the Mode -Ma Change n Company Addess Pa Ope
Coe
s o 1 we e ovng ou ysn o
e wy you e wng
Focus
Gve ets
Ao
e wt en
Cos
Exampe
e osve
Wiing Your Messag l Wen you ell cusomers abou a change, be sure o say when he change wll appen Gve as many deals as possible. Does no nclude deals e are ovng our oice A of Mah we are movng our Maayan ncludes deals oce ae note the new addre
Pcc
Read he foowing openngs for etes announng a hange n a ompany Wrte whih detai s missing
We are movng our an oce n May Please noe or new address
2 Two o our ve European oces are closing on une 1
Someone will call you on May o discuss your new accoun
4 On uly 5, our Madrid oce s movng
5 Our elepone nuber s gong o change o (768) 555-979. rg Cusoer eos eers
1
Mrkers d he Fuure Tes e Tme mrker re wrd r hre tht rete t tme When u ue tme mrker t tk but methng tht gng t hen ue the uture tene [wi + me reent tene verb. ur nt rrendee hud mentn w-u n tn Th n uu wrtten the uture nd tme eed ur new unt mnger Sg Wu wi conac u sho t trdue here nd t wer uetn u mght hve Here re me eme tme mrker hrt the ner uture n wthn the nth tmrrw ter the hd ew d b the end the week wthi tw eek t the beging net mnth
Practce 3
Rewrie e senences using e fuure ense Ten circle e ime markers
1 The new e dretr be tuh wth u ter the ew er hd
direcor ll New
2 I ) u n ew week t du ur ne
3.
u reeve) n e-m tmrrw rm ur new brnh mger
4 Cutmer reeve) n nvttn t vt ur new e
5 We end) ur new e dretr t w rrve bere the end the er
Thas
Bine.,
olowing up on eephone al o ee give you he hane o ae good peion. ollowup ouniaion hep o ae elaiohip onger and give he uoe anohe oppouni y o do buine wih you
!
4
Mode EMai Poduct Promotion ook at the dfferent eements of a produt pomoton announement
Da
Jan 03 20 034:1 5 o wntonWrxn.com Fo mar_bgrctronxcom Sbj w ar Promoon ur an nua w a' Promoton bgn today!
•
Ta a ad dt ona 1 5% o a ordr pacd on ou r Wb t th month Th a n cu d our nw phon a w a ou xtng n o tcommuncton product Go to normton or ca u at 1-8885555353.
or mor
A a God Crd cutomr you ar mporant to u and w want to ward you or your oyaty Rmmbr that Ectonx gv an uncondtona guara nt on a produ ct But don't watth pca or nd an uay 3
Useul anguage Our pooon bgn h ncud or or noon
You porn o u h pc or nd
Comosing You Message * " The body of a poduc pomoo aouceme geeray ou pas
Pe 4
Compete te hat usng he Mode Ma Product Pomoton Pa Oenn
Conen T h ou rng
Exame 1
Focus
d
on
T ho o g or noron
(2)
po
3
Cosn
T n ddon 5 o ord pcd on ou b h onh Th ncud our n phon our ng n o councon produc
Wiig C use Re laios Lees
Wrtng You Message Specific Th orato a custor rlatos lttr shold b as spcc as possbl ot spcc W'll v yu a discoun Spcc Tak an addiional 1% oall ods plac on ou Wb si his onh Practce 5
C c a i m azd ad cc
Dar custor b Dar Ms Roaov 2 a l ordrs tak Dcbr a 5% o b You culd sav thousads! 1 a
That's
Go Business.,
Look a he Model EMa on page 113. A cusomer relaions eer should repea the company's name and producs names several imes.
3
W wll pay or shpp ad hadl r all rdrs vr $000 b So custors wl sav o shpp a
4 a rtr stads tak a addtal 0% o b So cputr utur has addtoal savs
5
a. Thak
you or b our custor s a Gld ard custor you ar our ost valud clt
Positive copay's a s bult up ad protd ts corrspodc by us postv statts about th cpay Lss postv Elctrox sands bhind is poducs Mor postv Rbr that Elctrx givs an uncondiional guaan on all poducs Practce
6
C am a m iv 1 a
t Grad Oc you ca buy ayth you d or your oc
b Grad Oc s sa's ubr supplr o qualty
That's
Go Business.,
Its easy to personalie eers usng a compuer program A daabase can merge names and addresses wh a form eter to creae undreds-or thousands personalized eters
®
Uni 1 4
oc ushs 2
a
W slct ach t w carry dvdually to sur qualty ad valu or our custors
b W buy ro supplrs who sll ay ts 3.
a
Our oal s t hav happy custors who rtu to u s yar atr yar or all o thr c ush ds
b Our al s to kp you satsd so that you wll wat to shop wth
us aa 4 a W ar look or a w or custors b Our cpay ad our succss ar bult o custors lk you
ook a he dferen elemens of a leer announcng a produc ecall
68JKl l
anua 20 Ms Ce Ma Cooa Now 2 ue de Meudon 92 00 ouogneB anou Fane Sube odu ea Dea Ms Ma We ae eang e ooone 642 w was sed o you on Deebe A n e odu s deeve and w be eaed We ask a you eun a ones o us by Jan uay Send e o ou an dsbuon ene ease use oveng eess woday a o egseed a Eeonx w ay o a sng and andng us g ve you a 1 0% dsoun on you nex ode We w eae e deeve and s e ooone bak o you w n 4 ous o eevng We ege any nonvenene s ea ay ause you We ook owad o on nu ng o ovde you w e qua y o eeon equ en a you exe ease ona us you ave any quesons Sneey yous
Ma Mae Bege Dvson Manage Asa and uoe
Useul aguage We e ellg
eeve wll e eple. We ege oveee . We ook o o og o pove o w
_.
Plee o o ve qeo
Wr g Csome Reos Leers
"
Comosi ng Y our Message
,
�
The by a eer annunng a pru ea generay has ur pars Pracce
Complete the hat using the Model ete: Podut Reall.
7
Par Oning
ell w hy you are writin g
(1 )
Focus
Give deails.
(2
Action
Tell wha will happen
Closing
Writin g Your Message q
-
Examl
Connt
Be positive
We ask hat you eturn all phones o us by January 31. Send hem o our main distribution center Please use overnight express two-day ar, or registered mail .
(3)
Informative
pu eal is a serus mae Be sue ilue al he impa eas egag he ea I parua, anser he quess What? Why? When ? Wr? an How? Wha We ae ealg he Phpe 642 Why A hp i he pu is eeve a i be epae Whe e ask ha yu eu a phes us by January 31 Whee en he ur mai srbu cener H Pease use vergh expess, ay air r egsee ma
A
Pacce 8
1
4
Wi te wh h questio n hese statemen ts answe , o How. 1
The iernal aenae ae eeve
2.
We are ealng ieess phnes, me umbe
3
Pease eurn al phnes by ah 15.
4.
The shpe shu be se venigh express
5
Dire a iquies ur cusme servie epeseaives
5342
with Lsts
Use a comma to separate three or more items in a list Please use overnight expes two-day a, or regered mal. [I]
[3
[2]
Some people do not use a comma before o and and between the last o items in a list In this book, we use a comma If yo decide not to use this comma make sure you are consistent withn each piece of writing If yo use the comma n one sentence in a letter then use it in other similar sentences Practice 9
Add commas to sepaate the tems in each sentence.
Shipping handling taxes and ret mailing fees will be covered 2. Please ret all pagers mobile phones and wireless devices whose serial nmbers begin with S. 3. As always we offer you quality goods competitive prices and pfessiona service. 4 Or engineers have discovered defective screens keyboards and antennae 5 We are recaling the following odes: nmber 21 B nmber 3D8C number 62S2B and nmber 58D8C 6. Please call Mr Lee Ms Chin or Ms Nieves if you have any questons 7 We will be moving our office changing our phone number and updating our mailng list on January 2 1.
Wtng Custome Re tons etters
!
Letter Practice 1 Complete the sentenes n ths ette. Use te wods below
nd bun
c mnty cndd
xnd c
mtn n
cn nt
\�CONERENCE ! ' CENER
Mr L og Evnts Pnnr mr ompns 870 Rodwood Drv crboro ME 00 My 20 r Mr og
Vt Prx ornc tr gn opn for W r ctd to oc or w 2 n Br Hrbor W wod to (3) n tton to vst s d mt or w rctor Ms. rd Bor W op of or (4 ctomrs w jon s
W vt yo d gst to or ( ndy brc s wy yo c s rst-d wy t Vst Pr s t bst confrc fcty t cost. W yo r r vst c Av wr cornc c cc m or omptr for m f (7 T to o r ctomr' gy vd commt t Vst Pr ows wt t ts to b t st confrc cntr d ow b to offr YOl the fnest (8)
W wt t Vst Pr ornc tr to b t spot for or t to W oo forwrd to t ( 9 st yo r t t Vst Pr
Yor try
M!c! Mcom Wr stomr rc Mgr
4
Kay Well et a ooto ette about a ew fequet flye oga hee ae five ae whee M Well houd be oe ef ad gve oe detal. O the e below the ette wte the wod o wod that eed oe detai Coet the o they w be oe e.
Januar 9, 20 Mss nn Sao l l Sar Travel come Too ra 4o oorau Sapporo 062 85
Dear Cusomer:
2 3
ou and our clens can now earn frequen fler mles w apanese r l nes wen ou fl w Isl e Suns rl nes ravelers wo fl s sprn wll also e era onus mles
n e r recen parners p ese wo a rl nes are com n n effors o ake ou o Guam awa and Vanuau Soon we'll even ave connecn ls o pua New Gunea Travel aences lke ll Sar Travel can now ook sle aveler w us one pone call an valuale m leae pons and eno e conven nce of eas connecn fl s o ese exc n des naon apanese rlnes and Isle Suns apprecae our usness and we ook forward o servn all of our rave needs Snceel ours
Ka Wels Vce resden Cusomer el aons
Wr ng Cusm lais Ls
_
Letter Practice 3 On a eparae pece o paper, rie a leer or one o hee cuomer relaion iuaion. Make up an pecic inormaion ha ming uch a he dae he hipmen a en Look in our ocal elephone book or on he Inerne or name and addree o ue in our leer
J, Plea e.nd a note to a cutOr a/out our chae of addr. Cnure th that our commitnt to propt, fctie rc han 't chad Ju
D: To From:
Sbj
August 03, 20- 1425:20 shannon_[email protected] gailwu@alcompnet Trade Fair Invites
Shannon Send a nte to al l cutomer with accounts over ast year.
$4000
Invite them to top by our booth at the Seou rade far Send a free
with t hi etter.
Gail
Wrds and Expressns Kn ook a hi i o ord and epreion ha ere ued in he uni Their deiniion are in he goar a he end o he book
hange-oaddess notie dto
®
4
peeed ustome pul
take o
rsonal businss ttrs ar an mortant ty of businss corrsondnc hs ttrs and nots xrss thans conratulations and condolncs. hy show concrn and stabsh a social in btwn th writr and th rciint. or som occasions such as brthdays and hoidays most businss ol do not writ ttrs hy snd rtin cards and add a short rsonal not. for you writ th ttr ma sur you ha al th rht information hs ttrs ar ry imortant to th rationshi btwn th writr and th rciint
G TTIN G STARTD Read he e-mals beeen an eeve and he asssan Te disss seveal pesonal bsness lees 2 Coplee he Deebe alenda
1
T
Dec ji@secitynoom s@ecynoo D rs
Wu y r nk-you tte M Wn fr rfrng s t Xn? I n en t nd A. ah r Pr Jng aonc d �\w yestrd W da ndn ter fo m t s f wO' Te lr nds o be n tody
\
n ;pa n o ronl l t id yu Ne"v Y rs r rn in Vinm nd Chn
D a@seiynoco c@ynoco R: D e
L Sorr t ar aut ]n: h Ill raft anon When ou t n d y p y t n Winsn rty rnn (n th 1 6 , rd h r s and ne hol ay g ns [ hd cr l ) lo hold e en h onth BW, wo s ent nln Hn n
P
i
EEBE Wddy udy
dy udy
24
i
Model Letter: Expressng Thanks , Look a he dfferen eemen of a leer expreing hank
From the Desk of lisa Rivei
ecem�er
8,
ZO
ear My,
t h Jae Yun last we in 1 and he is -ery interted in our securi alarm systems . Ho on c Xent nd securi in its warhouse �ut it aso has store centers in 'ushun and in ar�in I
hope to see you soon in 1j so personal for your introduction I
I
can thanK you
Aain than you or puti e in touch contacts in 1.
w
your
Useful Language Thnk ou fo
_.
I hope o ee ou oon
Again, hank ou or
�
U n it 1 5
_"
The boy of a letter expressng thanks generaly has our parts Practice 1
Complee he ha usng he Model Lete: Expessing Thanks. Par Opening
Go Busi ness .I Keep a s of ajo hodays n he ones hee yo ae ients When yo enion he hoiday o send an appopiae ad, yo sho yo ens ha yo ae abo he
Thank you fo efe ing us o Xees Idstres.
Tel why you are wring Gve specifc nformaon
(1)
Acion
Show apprecation
(2)
Restate the ma n id ea.
(3)
Wrte 0 o Openng, fo Focus 1.
That's
Example
Focus
Cosing
Practice
Conent
-
o Aon o C o Closng
hanks or everythng you dd to make my rst trp to a o ejoyabe
2
3.
_
I
ook orward to the opportunity to do you a smlar f avor
.
Again, wat to thank you or your knd an generous cotrbuto Your tern program gives stdets a opportunty to lea aout the teret
4.
S
-
6.
7
_
8.
A
-
e etre sta jo me takg you or sponsorng our weeked retreat must again say thanks or yo r suport. It means a ot to e he eclosed onus check s a small token o my appreato. The project was very d ffiult, but you and your team did a wonderul job
ess Lees Witng Prsonal Bu sn
�
Mde Letter Expreig Cgratuat
e deen elemens ee epessng onguions
\ m h N k N · h (x) eembe 2, M Hn Muhmmd mmel Bn k Eyp Sh Q en Eyp e Hn nul n n yu pm n Ve Peden Al u hee wh hve knwn nd wked wh yu ve he ye e pleed h yu eeved he enn yu deeve When we hed h Abb Zk ened we mme dely hu h yu he p n Yu mny ye d l en ev e m me l B nk nd he he bn k whee yu've wked hw y u mmmen qu y bnk n n Eyp We k wd nnun u wkn enhp wh yu nd yu bnk An nun m l u he SeuyNw.m. Yu pn hy deeved Yu
L vell Peden
Ul Lguge Conguion on
_
o u e peed We oo owd o oninuing ou woing eonip wi ou gin onguion
Th body of tt pn contton ny h fo pt
Pae
Compee he ha sig he Mode ee xpessig Cogaaos Pt Opnn
mp
Te w u ae wiig
os
esaize e imai a be psiie
Aton
Ree e uue
Cosn
Pae 4
Contnt
We we is ea a bbas Zaki esige we immeiae ug u e psii Yu ma eas iige seie Cmmeia Bak a e e baks wee ue wke sw u mmime quai bakig i Egp
Resae e mai iea
Read ese opeg seees o ees of ogaaio he ie he ee of he osig seee ha es esaes he a dea of he ee
1 Contton on yo tint a Whn yo ft c to Ac yo wod n th oo Thn yo fo yo ny y of fn c to nw nc
Weu SAID Te saai a sigaue a esa e su e e esaie a ess usesse a a saa siess ee e saai aess e es as ee seakig i e ie
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Ln L Lougheed 775 Church S NW ashington, DC 0036·1301 (202) 332-5353 332-5353
books@ lougheed.com lougheed.com Professional Skis ESL materal development Multmed a materal development development
Multmedia nstructonl desgn Skll tranng/cross-cultura awreness traning
Pofes Pofessional sional Experience I. President, Intructo Intructonal nal Design nteatonl nteatonl n c. 983preent 983preent publhers govemental agence and non-govementa non-govementall agencies Project: Conut w th publhers Product Develop nd produ produce ce E ESL SL textbook textbook rdo broadc broadcsts sts and onlne rani ng programs
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mbe@helpinghands.c susanp@usinessslutns Business Oppuny Mn, Juy 30, :00 AM
Dear May, Business Solutions s hoding an open ouse on Frday 1 thnk you goup woud beneit om the infomaton and netwoing oppotunities. ave attached the detals o te eeing to tis e-maiL Hope to see you here Regards usn
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Aenon () the peca cae you give to omeoe o omethig y ecetr n ecellent emloyee ecue ofte ttenton tt e ve to detl uhorzaon () ofica pemo to do omethg d te Bord of ecto e you utoton to n tt reement
Bck o de 6 v to put a tem that a cutome odeed o a lt becaue the compay ha o moe of t he compy ed t out ate whe ey get oe e t s out ofstoc so we wll c order t fo ou Blance () the aout of omethg that emai fte ome ha bee ued paid o pet ou owed $ ou d $ ee lnce o $ to y
ehnd schedule 6 (pepoitioa phae) ot a uccefu o advaced a paned Te contrct y we wll oe of our mon) for eve wee wee end cedule ll 9 (v) to ed a it of how uch moey omeoe owe Clent re lled once mont oxng Day () the fit weekday afte Chitma oberved a a ea hoiday Geat Bitai utaa ew Zeaad ad Caada mly lwy donte to te oor on Bon y ranch () oe pat of omethig age uch a a ogaizatio o a amiy Our n rnce n London Pr nd Snore rochure 7 () a thi book that give ifomatio o advetie ometig Te new tourt ttrcton delvered rocure to ll te mor otel Cancel 9 (v) to ay o decide that omethg you have panned wi ot happe f more uet cncel ter reervton t otel wll e n troule Canddae () omeoe who appie o a job o tryig to be eected to a poitica poitio Wllm ood cnddte for te fnncl ocer oton Carry 7 (v) to have omethig that avaabe fo peope to ue o buy Our tore ued to c tt rnd of VCR ut we dont nymore Change-oaddress noce () a wtte o pited tatemet that fom peope that omebody ha moved ou cn et ct of cneof-ddre notce om your locl ot oce Ch se 6 () a goup of compute chip that beog o ae ued togethe T c et no ood t one ece mn Chrsmas () Decembe 25 the day whe Chiia ceebate the bith of eu Cht Ann went to te mll to uy Crtm t Clm leer 9 () a ette officiay akg fo moey that you have a ight to eceve Send cl letter to ou nunce comny for te cro tt w ned n te ood Clarcaon 8 () makig omethig eae to udetad by expaig it i moe detai We d/t undertnd two tn n t contrct We would le clrcton on Secton nd Colleague () omeoe you wok with Ae nd wor n te me lw rm Wee een colleue fo yer
Collection agency, 11 (n) a company that fnds people who owe money to other businesses and orces them to pay t We have asked for payment hree
mes, but you have sent s nothng. we don't receve paymen whn two weeks we wll gve ths mater to a collecon agency Commitment, 15 (n) a promse to do somethng or behave in a particuar way We provide great servce
and guarantee our products Ths is our commtmen to our customers Complimenta, 10 (adj) gven ree to people All
guests receve a complmentary breakfast
Diecto, 14 (n) a book or st o names acts events, etc arranged i aphabetcal order Heres the
drectoy of all of our stores Use it o prepare he mailing abot our annual meetng Distibuto 7 (n) a company or person that supples goods to stores or other companes sed o
work for a large dstrbutor of auo pars Dop b, 15 (v) to vst normay and· unexpectedly The ne time I'm in town 'll drop by to
discuss your inventory concerns Emploee announcement, 13 (n) an ofcal publc statement made by worers in a company
and explanaons are always concse.
We have a bullen board in he lnchroom where we pos employee announcements abou personal maters lke brhs and weddngs
Confim 3 (v) to say or prove that somethng s dentey true Ths leter wll conrm the deals of our
Eploee elations, 13 (n) the way empoyees behave toward one another O r man Resources
elephone conversaon
Department deals wh any problems concernng employee relaons.
Concise, 6 (adj) short and clear wthout usng too many words I lke he manager because hs nsrucons
Confimation, 3 (n) a statement or letter that says that somethg s dentely tue: We havent receved
conrmaton tha the man oce has approved the merger Confusion 12 (n) a state o not understandng what s happening or what somethng means There is consion over Sectons 5 and 8 of he conract Tha is
why we need clarcaion Contact 13 (n) someone you now who may be able to help you or gve you advce Don worry about
openng your new business in Derot I have many contacs in hat city Conuit, 8 (n) the state o contnung over a long perod o tme wthout changng This company wants
coninuiy in ts sales polices. Weve been doing busness the ame way for deades (n) someone ho devers messages We se a corier o deliver imporan documents beween our Ne York and London oces Ce 9
Cred 10 (n) an arrangement wth a ban or store that alows you to buy somethng and pay or t later
We have credit wih all he companes ha spply raw maerals o our facores (v ) to add money to an account
We are rediing yor accon for he defective parts yo prchased las monh Creit 9
Cs ome sece 10 (n) the department wthn a company that helps customers and tres to keep them satsed fyou ave any quesions abo yor new cell
phone call or Csomer Service Deparmen and hey'll be happy o help yo
�
Glossary
Equivalent, 2 (n) somethng that has the same value or sze as somethng else You mus have a hgh school
degree or is equvalent, for ample a passng score on a es lke he ED Estimae 4 (n) a statement o how much t wll probably cost to buld or repar somethng We arent
sre how mch wll cos so weve gven he clien an esmate xpec, 4 (v) to thnk that somethng wll happen [' m epectn all company ocers o be at he meing
hope everyone will come Exen 13 (v) to ofer someone help, thanks sympathy, etc.: ets etend a warm welcome o Ms
Dodson our new vce presdent for mareng! Fax 3 (v) to send a document n eectronc orm down a telephone line rom one speca machne to another: You can fa me e leers of credi his afternoon ll be in my offce ntil 4.
(n) a busness or small company Mr Kelly fonded his acconing frm in 19 Fm 11
8 (n a sheet o paper advertsng somethng Small bsinesses lke to place yers nder he wndshields of cars o dverse heaply
Fle
Folow hough 13 (v) to do what needs to be done o complete somethng or mae t successul Te
CEO promised to imprve workers bnefts b z nver followed hrogh (n) The qal Opporniy Cmission is dong a folow-p of he company nsal hiring pracices by renerviewing varios employees Folow-p 1
Follow u, 1
v t fnd ut mre r d mre abut smething The Equal Opportunity Commission investigated the companys unusual hiring practices Now theyre llowing up by re-intervewing various empoyees
verb phrase t save nfrmatn a fe s that t an be used ater: Our Human Resources Department keeps appications om job seekers on le or one year
v t send a message r gve nfrmatin t the persn t was ntended fr: wil orward the new saes gures to ob
Kwanzaa, 15 n a sevenday hlday elebrated
Forward,
Fulll, v t make smethg beme true r
ause smethng t happen I the owner doesn't receive the loan he'll never ll his dream o doubling the size o the company Good for, 10 expressn representng equa vaue:
Tis coupon is good or o my next purchase
n things that are prdued in rder t be sld: What kinds o goods does that store sel? oods, 5
Hanukkah, 15 n an eight-day Jewsh hiday
Deember: My amily is visiting Hanukkah.
the irst night o
Keep [soethng] on le 2
Deember 26Januar 1 by Afrians and Afrian Amerians arund the wrd: The community center is having a Kwanzaa estival n a etter frm smene yu trust tat intrdues smebdy t yu wh yu dn't knw When the comptroller applied or that position he ave the Human Resource Department a etter o introduction om one o our CO's old business associates Letter of nroducton, 13
etter o reerence, 13 n a letter ntaining infrmatin abut yu that is written by smene whm nws yu we, usuay t a new emplyer You mu st give the company two letters o reerence om business associates and one om a persona associate
Headquarters, 11
n the fe that is the enter f a arge rganizatin: The bank has branches al over the world but its headquarters are in Berin
v t examine smene r sethng uiky Our manager ooks over job applicants' credentials and letters o reerence beore scheduling interviews
In sock, 5
prepstina phrase avaiabe t buy as th merhandise in a stre This supermarket aways has esh produce in stock
verb phrase t make a smal hange t smetng: Since your order was incomplete we have made an adjustment to your invoice
expressin mmunating th smene by telephne, etter, emai, et stores are in touch with r main ce on a daiy basis
expressn t get the mst advantage that s pssibe frm a stuatn Oces are quite smal here so youll have to ake the ost o the space you have
In ouch,
n smething that auses yu prblems r diffulties r the state f havng prbems r dffiulties 'm sorry your item has been back ordred; we apologize or any inconvenience nconvnience, 6
v t shw that smething eists r is ikely t be true Consumers are spending more which indicates they have conidence in the economy ndiae
adj happening at the begnning; frst Te initial cLstoer response to our latest TV commercial has ben quite good Iniial,
Look oer, 3
Make an adjusent,
Make he mos of, 10
verb phrase t prepare r arrange smething Please make up a new schedue or next week's meetings Make u 5
verb phrase t have r d enugh f what s needed The head o Human Resources thinks that last candidate shoud get the ob She meets al the requirements or the position. Meet he requireen 2
Menon 15 v t say r wrte abut smethng n
a few wrds Our company was mentioned in the artice bout the ten best companies in this city.
get nfrmatn abut smethng: The government pans to hod an inquir nto irregularities in our tax records
N egoab le adj an be hanged thrugh dsussin ke pries r agreements: Contrcts or top corporate positions are aways negotiabe when they are ready or renewa.
n ne f a series f reguar payments that yu make untl yu have pad al the ney yu we: Th boss is paying back the business oan he got om the bank in quartery instalmnts
n the night befre the rst day f the alendar year: arco s havng a big New Year's Eve party
ui ry, n the at f asking questins n rder t
nsallmen, 12
nice 9 n a ist that shws hw h yu we
fr gds wr, et Whn the Shipping Department prepares merchandise to send to our customrs thy inde an invoice in ach bo
New Yea's Ee 15
Noice, 11 n a wrtten r printed statement that
gives nfrmatn r a arnng t peple We ot notice in the mai that our chek had not been received
Goss
On nd 5
(expression) close and ready to be used when needed: h sray always has xra nk arrdgs n hand fr hr rn
Poes 5
(expression) available for someone to buy Or any's las va lanr wll n h ark by h nd f h sr
(adD able to do something with a high level of skill: On rasn ha Shwarz ds s wll n r nnanal sals darn s ha sh's rn n Frnh, Gan, and Aab.
On he ke
7
(n a job or positon that is available Sn s Jas I hav an nng fr a sray
Openng 1
(n a choice you can make in a parcular situaton r vars ayn ns: ash, rsnal hk, ny rdr r rd ard Opon
(n a sheet of paper that is used to lst a request for goods from a company Or any's aalg nans a sl rdr f ha srs an ll and snd n
Order fo 8
(prepositonal phrase) not available to buy (as with merchandise a store) I sry b h brand f has y wan s f sk ld y lk anhr brand Ou o ok
(v to have to pay someone because he or she has allowed you to borrow money: Th wn f h any ws h bank n h lan h g xand h bsnss Owe 12
Pd n ful 12 (epression) paid for completey; not owng any more money Ths s h las nsaln y hav ay I' rng "ad n l n yr r
(ad not complete: Ths s a aral ls f r nvny Ill hav h rs fr y by rrw il 1
(verb phrase) to pay for somethig when you receive it Th vndr says w dn nd ay h y w an ay n r f h gds. Py pon eeip
(n a copy of a document made by a photocopier ls h rgnal lr, b w hav a hy rfr oop 2
(v to tell someone somethg that he or she does not already know or has not yet noticed Th bss nd hy ha hs sals ar dwn. Pin o 9
(v) to put a public noce about somethg on a wall or bulle board an s annnns lk b nngs, n h Inrn hr n a b ag r n a ha r Ps
n a customer that a company likes because he or she pays for goods without problems Bas yr a rfrrd sr, wd lk r y a sal dsn n hs nw ln f drsss Peeed soe 4
(n list of prices for goods or services that are oered Hrs a r ls f all h srvs r sa rs r lns. P s
Gossy
(v) to deal with iformatio in an official way wll rss yr rdr as sn as s rvd Pofie
Pojeed 3 (ad calculated or planed for what will happen in e future h val f r sk has gn bas f h rd rs fr h nx sal yar
(v) retieve from database: Drng h al gvn ny, nvsgars lld h ls n all rrn lys Pull 14
(n) e nnth month of te Islamic year observed as sacred with fasting daily from dawn to sunset Ahad always fass drng Raadan Rmdn 15
(n) a charge or payment set accordng to a standad scale Th hl r ras sard a fr a sngl r and wn fr a s Re 3
(v) to be given something: h warhs anagr says ha h nv was ssng h las shn h rvd Reeie
(n) a short statement ear te top of a memoradum (memo that gives the eason for writg A h bgnnng f h rfrn ln n a rand s sary s h abbrvan R whh sands fr "rgardng Refeene ne 6
R
(n) an amount of money that is given back to you if you are not satisfied with the goods or services you have paid for: hn I rrnd ha dfv fax ahn h sr was vn a ll rnd
(v) to be sorry ad sad about a situation rgr ha h r was daagd n shng w wll rla .
(n the act of not accepting someoe for a ob, school etc. or not acceptg something Bas f hs ag r lan anagr rvd fr rns bfr h g hs b. e eio
(ad) able to be trsted dependable Th bss nly wans rlabl wrkrs h wn n la ebe
(n something that makes you notice or remember something lse y sray always wrs hs ll ns as rndrs s h wn frg d hngs
e t
(v to send a payment by ma Plas r ayn O Bx Bllws alls T
Repuaion, () he opo hat people have o omeoe o omethg beaue o what ha happeed he pa Other car dealer are alway trying to attract Bob to workfor them becaue of hi reputation a one of the bet alepeople.
() a qualty o kll hat eeded Reqirme o aked o a paula uatio The foreman lac one requirement to become plant upervior He never completed high chool Reschedle 2 (v) to hage he pla fo omethg o happe a a patula me I have to rechedule your appointment for an interview becaue I ut go out of town for a week
Reeve 3 (v) o aage fo a plae a hotel o a plae e o be kep fo you to ue need a hotel room when I attend the conference Pleae call the hotel and reerve a uite for e Resgio () a wtte aemet ayig you ae leavg you ob o poto ofall beaue you wat o Becaue fund had been miplaced or lot, the comptroller gave her reignation to the CEO' ecreta Resae · (v) o ay omethg aga a deet way o ha leae o moe ogly expeed The CEO retated her opinion when it became clear to her that the Board ember did not undertand her poition
Sippi g a ha l i g ) the pe haged o delveg good Pleae add % to the total for your order to payfor hipping and handling Sore () the thig plae peo et hat you obta omethg fom The ource of the rubber we ue i a large plantation in Brazil Sposo 5 (v) to gve omeoe moey fo a wothy aue We need omeone to pay for our ene; omeone who wl onor our develomnt cot
Segthe 5 v) to beome toge o moe valuable o to make omethg toge o moe valuable The company i trengthening it nancial tability by cloing down it unrotable tore bjet e 6 () a be atemet o phae explaig the eao o edg a ema et. The ubject line ofan e-mail i the ame a a refence line in a memorandum S u bt tt e, 6 v) o ue omethg ew o deet tead o omethg ele The model X i unavailable May we ubtitute model X which i vey imilar?
Tae o 4 (v) to edue by a etai amout Our company take % oall product purchaed by tudent preparing to enter our profeion
(v) o do omehig mla you call me Re and leave a eage will return your call a oon a posbe
Tes 15 ) a elatohp betwee two people goup o oute Our importing comany ha cloe tie with factorie in Spain Portugal and Italy
(v) o exame ode ad udge a uao poe o peo aefully We are evewg te t of andidate to ee who hould come n for an intervew
(adv.) affeted by a patula Ue presse uee odto o tuato It wa am and we had to nih the proect by noon but we alway rfom well u nder preure
Rw
'
Uder epae ove (pepotoal phae) et epaately fom he meage you ae eadg Pleae be advied that the document youve requeted are bng ent under eparate cover
(adj) happeig beaue o bad foae luk ere orry that the good arived damaged we regret thi unfortunate incident
() a feelg of happe o beaue you have aheved omethg o pleaue gote wha you wated ur copany eputation i baed on one thing: contant cutomer atifaction () a attemp o d omeoe o omehg hat dfful o fd The Board of Drector i planning to do a earch for a new arketing drector
(v) o d ou omao o a fat Before we decide to hire ore worker let ee buine keep ncreaing
(v o make omeoe o omethig dfee fom othe mla people o thg What et our appliance tore apart om other i the number of egitiate ale we have per year
'
() o ed o dele (uh ehade) We hip ceramic gtware fro our facto to our tore once a onth
U
Unpe 3 (ad) ot lealy o detely tated The deadline for that project wa unpeced
U g e 6 v) o mpove omethg o to exhage omehg fo omethg bette Your computer now ue the OS opating ytem but you an upgrade it to OS
Vny () a job hat avaable fo oeoe to at dog The Marketing epartment advie me that they now have a vacancy ince M Collin retired
W
(v) o tate ofay that a ht o ule a be goed She waived her right to afor an extenion on the chedule Glossar
ANSlER KEV 1. Date; Insde Address; Salutaton; Body; Complimentary lose Signature; Name; Job Ttle Ths letter is n block syle 3. 1.August . 5, (comma) 3. Mr 4. M . Soup 6. Angeles 7 Dear . Mr 9. Ramrez (colon) 1. Your; 11. moing (period) 12. Add Pease" before tell 13. arport (perod instead of queston mark) 14. yours (comma) 1 Bll
�
1 G S 3. G 4. S
S. 5
Practce 6, page 5 I look foard to talkng to you net week 3. I look forward to meeng wih you 4. I lok forward to disussng wih you my terest A-Wa 5. I look foward to contrbutng to your team
Letter Practce 1, page 6 1. Reource 2. applying 3. parttme 4. enlosed . interview 6. forward 7. poton . Sincerely
Letter Practice 2, page 7
UNIT 1, page Getting Started page 1 1.Web ste ad and Newspaper ad . Newspaper ad 3. Web ste ad and Newspaper ad 4. Web sit� ad . Newspaper ad Your Answers will vary
Practce , page 3
Practice 3, page 14
Practce 5, page 5
TEST YOURSELF page v
1. c. Note a is also appropate n style and content may be true but the statement is too desperate to use in a leter applying for a ob 2. a Note: c is also appropriate i style and content may be true but the statement never worked before" would not impress a reader Try, I'm a recent graduate of Barton igh School where I was known for learning new skills very quickly." 3 Note a s lo appropate n style and content c may be true but the expression if you need me" doe not carry the right tone Try lease feel free to call me at home (212) 555-234 to schedule an interview" 4. c. Note is aso appropriate in tyle and content; a is too fppant Practce 2 page 4 2. Dear Recruiter 3 Dear Ms Bowles 4. Dear Chee u .
Practce 3, page 4 1. for; in 2. for on 3. n; about; for 4. about Practice 4, page 5 Answes will vary, depnng on ndiuaL skls I have a college degree and am famliar with word processing programs 3 I have excelent commucatOn skills 4. I have strong organational sklls 5 I have graduated from high school and worked n n office for three years
2 Reter (colon) 3. to 4. on . for 6. secretares 7. software (period) . applicaon 9. hearing 1. Scerely
Letter Practice 3, page 8 Lettes wil vary but must folow the model letter format
page Getting Started page 9 1. I 2. R 3. R 4. R 5. I 6. R 7. R . I 9 I 1. R You: Answes wl vay
Practice 1, page 12 1. I I A, 1, R a A . R c A . I 3. a I . A I R R . A , I R
Pracice 2, page 13 1. a and are appropriate in style and content; c is K but is unlkely Usually the writer would not identify who opened an applcation a and c are appropriate in style and content; uses the word trying," whch is not the word a writer would use in ths instance 3. a and are approprate in style and content; c is not approprate Want" shoud be would like" and sometime" should be replaced wth a phrase that suggests convenience for the reader, such as at a time convenient for you 4. a and are approprate in style and content c is not formal enough i!" Old nt be used in a busness letter Smlarly the expression It's great" is too informal for ths type of letter 5 and c are appropriate in stye and content a contains the expressions chck out" and really happ Both are too informa
A a 3. I; b 4. A; b 5. I; a 6 R; c
7 Ic A; a 9. R; b 1. R b 11. I a 12 A c Practice 4, page 15 Answers may vy . Tank you for your interest the position avalabl e with etLves 3. I wish you the all best wth your job search 4. I look forward to meetng you on Thursday 5. I look forward to discussing the poston wth you on fle 6. We wll keep your resume should a poson meetng your qualcatos become avalable 7. Tank you for your interest in IronGatecom
i
Letter Practice 1, page 6 1. receved 2. esponse 3. advertsement 4. applicant 5 rsum 6. openings 7 wish . search
Letter Practce 2, page 7 1.delete Sandy Hill: (colon) 3. for 4. assstant 5. now 6. notfy 7 you . Sincerely (comma) 9 Title should be on lne below name 1. Mak Ishi should be before her title
Letter Practce 3, page 18 etters wll vary but must follow the model letter format
UNIT 3, page 19 Gettng Stared page 19 1. Curt Marks [email protected] 3. March 5 4. March 16 5 80 6 7 8 5 9. 80 1. 11 12. 0 13. 0 14. 15. None 16. unch March 16; 80 17. None 1 Coffee breaks March 5 and March 6; 80
Practice 1, page 21 1. C . F 3. A 4. 5. 6. A 7. C . F 9. F lO 11. C 12. A 13 A 14. C . F 16.
Practce 2, page 22 1. for at 3. on o by 4. n 5 of 6. on
Practce 3, page 22 . a 2. b 3. a 4. a . a 6 b 7. b . a Practce 4 page 23 Answ wll va Would/could you please send me
the cost proections by June 3. Would/ could you please be able to provide lunch on Saturday 4. Would/could O please have three additional rooms avalable fo breakout meetings on Monday?
r
5. Woud/coud you pese provde the prce per perso for he coffee bres by tomorrow? 6 Would/coud YO pese put udiovisua equipmet n the three smer brea-ou rooms Frid 7 Would/ coud you p ese em me he cos per perso by o'clock ody? 8. Would/ oud you pease get back to me o the dtes of the traiig seinr b Ma ? 9 Would/ could you pease dd wo more speers in the rge room today? 10 Would/ coud you pese te me the tota umber of ttendees bv ex Thursdy Practce 5, page 23 2 oo forwrd o receiving yu fax beore he ed of the day 3 oo forwrd o receivng you eer withi he ext two weeks 4 I oo forwrd to receivig poe cl t your erest convenece 5. I ook orwrd to meetig you o arch 7th Letter Practce , page 24 1 cversatio 2 ofirm 3 tk pce 4. pproximtey 5. os 6 avilbe 7. possib 8 forwrd Letter Practice page 25 1 ss: coo wi 3 rcv 4 her 5. we 6 schedu 7 to 8 sed to m tei 9 forwrd 10. Sicer (mm Letter ractice 3, page 26 Letters wi vrv but ust fllw od l r fo;m< t UNIT page etting Started page 27
1. / Ct s br i ow mpu er 3. / - bufet h i OK. rctice , page 1 d c re pproprite ty Jnd coet; b is o forwd, os i m po l ie . d n d re ppoprt i ty , d tet is t eerl f th r ter ds frm in ry ease fax m ur eeds so [ C J ddress tem f{y d a pprpre i tye and et b v be true bu cn t1 i ns gn �l rtn ' r th� th i\ to . d r ppoprit i sye an e b , p pr op t for the Acton.
tce 2 pge
f
e f r CL eers rr d \rwh'd. rs t Ture d rw. X r f r Mrk; e r
5· refers to Turer refers to Mrs ad Celirst Practce 3 page 3 2. e 4 d S Practice 4 page 3 Asrs vary 2 Pese et us now whether you want rectanguar or round abes 3 We can provide ether NSTC or PA VCR forat 4 lease tel us i you wnt coee breaks in he orings aternoons or both 5 We eed to now whether you would ke the chairs to be placed heater sye or horseshoe stye Practce 5 page 3 1 ettng showing 2 to win to contac 3. to ke 4 introducing gvig 5 aking Letter Practce I page 32 1 seected 2 dscussons 3 place 4 In additon 5. s we as 6 attached 7. contact 8 decding Letter Practce 2 page 33 1 Mr (perod) 2. confr 3 oference 4. idicted 5 reserve 6 said 7 at 8 perod) 9 cos projectio 10 hoosing Letter Practce 3, page 34 ttrs wi vry bu must foow the mod etter format page Gettng Started, page 35
1 0000 OO,OOO 3 000 OOOO 5. 000 6 $6000 7 90OO 8 90000 0/0 10 03/0 ractce , page 37 1 d b r pproprite stye d ot is pproprite Would" s more poite thn ould some chp sets" sould b repced th te exct uber ets requird 2. d are pproprate n style d tent b woud ot be sked t ssumed ht tems are in stoc 3 b n d re approprite i ste nd conent s too infor Try [ease nvoice us or he ount du and the mehod of paymen reuired d re ppropriate i stye d tet b is hreaei t would n used i busess eter ractice 2, page 38 puter Chip Ss d Drives 000 ch f tex 0SX, Utr \/8 nd rdo nd 0000 ch B //3 d tex 600 3 Tw wk bre ssemby strts M tr er 5 s rci C 6 Upn p of invo d n m pu n s 4
Practce 3, page 38 1. with 2 for 3 o 4 on Practce 4, page 39 Answs will 2 W oo foward o reeivng t�: chp sets by Tuesday ateoon. 3. The com nents shoud e sent to our Recevg epartent on or before the rst o net week 4 t is portant that the goods e receIve d before the middle of ts
suer 5 The ites ust be on hand y the midde of et month Practce 5 page 39 2 As usual we wil pay upon goods received in satsfactoy condion 3. As we agreed, we w send a deposit o haf the aot d pay the ance when the goods ae devered 4 As we have done in the past e wil pay by credit card whe� e place the order 5 As we dscussed we have enosed copleted credt reerene o Letter Practce I page 4 1. folowing 2 tes 3 elive 4. enclosed 5. order 6 baance 7 sumt 8 cocerning Letter Practice 2 page 4 1 rder 2 order 3 ro 4 cataog period) 5 deivered 6 to 7. cost 8 I 9 at 10. yours, (coa Letter Practce 3 page 42 Ltters w vary but must olow e model etter forat UNIT
6, page 43
Gettng Started page 43
Dwy Compuers nd Tger dusrials wi be caled Practce I page 45 1 b. Note a is so approprate n stye and content c s ipte The verb Ugot" would not be used Try, We have received your order" 2. c Note b ay be true but i isnt n ppropriate explanato a s too blun Try, ortunatey those ies are currently out o stock . Note: b is also approprate n stye nd conent a ay be e but t s approprate in stye Try We oty you as soon as the ite s shipped 4 c Note a and b may be tue, bu t they re not approprate Cosgs Practce 2 page 46 he foowing suect lines conta specic inoratio and shoud e heced and 7 ractce 3 page 46 Asw wll v 2 Your uiture order o epteber h been receved and conired
t() 'm I l'
Answr Key
1
3. We
have eceived your e-mal of August 10. 4. Thank you fo you fax and purchase oder of Mach 2 5. Your order leer of January 9 arived yesteday Practice 4 page 47 Aswers may va. . As I mentioned ove the phone ths moning, Intex chisets are out of stock 3. As I od you n our telehone convesation last week all items on your purchase oder are no longe n poduction 4. In our meeng ast Tuesday I told you we ae unable to fil your ode at this time
Practice 5 page 47 1.
d
2
a
3.
c
4.
4 Since 1959 we have been the
major supier of electronic equpment for hosptals 5.
Practice 4 page 5 Answs wil vay. 2 Would
you ease give me your most current rices? 3. Please have you sales eresntatve cal me 4 Would you please tell me when the poduct s available? 5 I would areciate you faxing me a list o distrbutos
received 2. known 3 ossible efeence 5 custom 6 apreciate 7 earliest 8 continued Ari , comma 2 ear 3 n Ari 5. are 6. us 7 nteested 8 to 9 woud 10. discuss 1
etter Practice 1 page 48
4.
fax 2 n stock 3 equested 4 ordeed 5. addonal 6. mportant 7 anything 8 numbe
Letter Practice 3, page 58
1.
etter Practice 2, page 49
Letters wl vary but must follow the mode lete format
Ms. 2 eceived 3. fo 4. has 5. at 6. than 7 are 8 fo 9 soution 10. Sncerely
UNI T 8 page 59 Getting Started page 9
1.
etter Practice 3 page 50 Lettes wll vary but must follow the odel leter fomat
UNIT 7, page 51 Getting Started page 51 Dgtal Camea (N 2 XLLite (N) 3 Fal (E 4. 20g 9oz W) 5. 2x opca oom ens W) 6. thium battey echargeable battery AC dapter (W N 7 260 (N, E) 8 0 (E) 9 ? 10. ? 11 ? 12. ema lnk (W) 1.
Practice 1 page 53 and c ae apopate n stye and content; s too nformal It's a sttement used n conversatons wth frend 2 a and ae appopriate n stye nd conent c may be true but t s bee o be humbe 3 and ae appopriate n style and content c s oo genea Be pecfic about what you want sent. 4 a nd are appopate n style and content s too nfoma. Tv "Woud t be possble fo yo � o owad he bochue as soon as pssbe
1.
Prctice 2 page 54 1
n
.
on
3.
In
4.
n
5.
on 6 on
Prctice 3 pages -5 25 3 F;
Ou man offces and ts banches whch ae ocated on evey continen an hep you pany poe ts podcs
�
Answer Key
6 60 3 one hunded 100) one 1) 4. ebruary 1st or anuar 2nd 5 fifteenth fifth 6 four forty 0
Practice 3 page 63 . A sales eesentative will ema
or telehone you do not have the 999X camera but we have a newer model 4. We aprecate you de and we look foward to working with you agan 5. The brochue is read now but the camea will be sent next week 3 We
Letter Practice 1, page 56 1. 4
Letter Practice 2, page 57
b
Practice 2 pag e 6 2 2
Mar 19 / Mar 2 Information not given 3 Ma 20 / Ma 2 4. Ma 20 / Ma 2 5. Infomaion not gven 6. Informaton not given 7 Information not given 8 Infomation not gven / Mar 20 9 Inforation not gven / Mar 20 10. Information not given / Mar 20 11. Mar / Ma 20 12. nfoaton not given 13. nfomation not gven 14 nforation not gven 15. nfoaton not given 16. Mar 1 / Mar 23 1
Practice 1 page 61 and are apopiate n style and content c may be rue but this statement would moe likey be used n an advetisement than a leter. 2. and c ae aroiate in style and content a s not a good sales echnique. Ty "We will have a sales eresentatve call you to discss any concerns you mght have" 3 a and c ae apropate n stye and content coud be apopiate f the est of the lette matched hs nforma stye. 4. a and c are apropate n stye and content s not a good sales technque Ty "We wll have a saes eesentatve cal you to dscuss the featres of ou ew camea. 1.
a
Practice 4 page 63 addition we are shiing the sofware ths week. 3. In addition I look forwad to working with you in the fuure 4 I am also attaching an order form 5. In addition I am enclosing nfoation on our new video camera 2 I
etter Practice 1 page 64 1 your . pleased
additon 4. custommade 5 separate 6 further 7 hestate 8 nquiry 3.
Letter Practice 2 page 65 Walland comma 2. your 3 As I a also 5 ou 6. discuss 7 of 8 foward 9. be 10. nqury 1.
4.
Letter Practice 3 page 66 Letters wll vary but must follow the model letter fomat
page Getting Started page 67
1) word rocessng softwae 2. /6 3 ( BookBest 4 2) Golfest 5. bookcase 6 bookcase without shelves 7 nfoation not gven 1.
Practice 1 page 69 and are aroprate n style and content c may be tue but shoud not be n he pening . a and c ae aropiate i stye and content s sacastic Thank peope o something you are genunely thankfu fo Ty "Thank you fo you attenton o hs mate. 3. a and ae apopiate n style and content c s nsuting 4 and c are apoate n stye and conten a s too heaenng t woud never be used n a formal ete
1
Practice 2 page 70 Contraction wee 3. an 4 wasn 5. snt
oa we ae canno was not s not
ra 3, pags 70-71
2. The package was poorly wapped 3 The tems were loosely packed
4 The goods were isuffcently sured 5 The voice was correctly added
ra 4 pag 71
NewMeda Publshes were se to the wrog addess e oe 3 The fnal order form wth so many chages was dfficult to read 4 The entire contets of the shpmet -bookcases, chais and desks wee daaged 5. All of the upplies - the books pape tape ad dsks wee lost trasit
1 oder 2. icorrect 3. eug 4 cove 5 missing 6. correct 7 ivoce . ecevig
dsappoined 2. wee 3. shpme 4 take back 5 ten 6. received 7 our ad 1. o quickly
9
r ra 3 pag 74
Letters will vary but must ollow the model letter forma.
NIT 10, pag Gng Sard pag 75
4 dmged CDROM 5 sent new
vesons wth 0'X discoun coupon 6 sent eplcemet CDROM with complmenty trng video 7 sen replaceent CDOM wth omp mentary trng vdeo
ra 1 pag 77
and b e approprate stye nd content; c s OK but a more
orml setence would be ore appropriate Ty "We apologize tht our latest catalogs ae ot o stock b nd are appoprate style nd content a too sarcastic Try In the uture, we wll use a moe elabe delivery couer 3 b d He appopiate n sye and ontent wold never be sed customer would never be ent to a ompetito Try Eve though e don't have precsely the te yo are ookng or you we hve lternatives tht wll t your needs 4 . b nd r approprate n tye <nd content a to scstic Try, [ n the tr, we wl l make every fort to ake sre yo hpmnt rves n th se condtion t et ur ctory
c
1. by 2. o lae ha 3. wth 4 o by 6 on
ra 3 pag 79
ra 3, pag 86
2. apology 3 acio 4 acton 5 apology 6. acon
2. hee () CDs ee replaced accoutig 3. e have set
a
the 2. he 3 the 4. a 5 the 6 a ra 4 pag 87 2. look foard to heag from you about this ssue 3 Sgalay looks orward to sevg
packages to yo atteto
4 You accout wll be creded $000 5 Two manuals have bee set uder
sepaae cover. 6. You will be gve $80 as a store cedt
r ra 1 pag 80 1 regadg 2 apologe 3 icoveence 4. eplacemet 5 eclg 6. rege 7 damaged povdg 1. May (comm) 2 Replace receiving wih eceived 3 eplace (12) wi (2 4. Change incoecty wee sent o wee sent ncoecty 5. Spell out 1 one 6 Replace equest wi equested 7 Replace compiments with compimenty Replace
nconveniencing wth nconvenienced 9 Replace o wh and 1. Scerely yous comm
r ra 3 pag 82
1 Vtual lan 2. amaed CDROM 3 otdted trckng software
ra 2 pag 86
5. replacemet 6. replacement
r ra 2 pag 81
r ra 2 pag 73
1
replacement 3 cedit 4 refund
ra 4 pag 79 Answers
2. our packages - ll om
r ra 1 pag
ra 2 pag 78
Lettes will vary but must folow the model lette omat.
UNIT 11 pag 83 Gng Sard pag 83
1 J u 0 2. n a 7. u!. 11 n/ 12. n/a u 15. ? 16 n/a 2 n
3 ? 4. ? 5 ? 6 ? 1 n/ a 14 Jun 0, 13 u 17. ? 1 u. 22. n/a
9 Aug 8
9
ra 1 pag 8
1 a and b are appropiate i stye
d cotent may be true but t s mpolte ry Paymet ws due o the 31t and c are approprate stle and contet; b s too sacastic ry "f thee s a reaso vou have bee unable to pay pleas contact us to rage a d feent paymet schedule 3. nd b re pproprte ste d contet s not true. A cutomers acial dificuties ae a compnys poblem The gol s to get pad. Ty f thee s eason you have been uble to py please contct to range a eret pyment schedle. a d are appropriate tyle nd conten b s OK but s ttenng. hs sentence wold n the econd o third ectn tt sent
a
a
c
LI
you the futue
4 I look forwad to discussg a paet pa hat wll wok for both of us 5 e look fowad t o coug ou elaoshp wth oa Iduses 6. look fowad to owg you thoughs o hs topc 7 ook forward to workg wih you aga
r ra 1 pag 88
balace 2 ivoice 3. due 4. in fll 5. reinde 6. paymen 7 ced . Accountat
r ra 2 pag 89
1. Replace balace with The balace 2. Replace wthn Jue 0 on by une 0 3 Replace dues w due 4 Replace ffth wth the f 5. Replace ecevng with eceived 6.
Replace the collecon agecy wth collecto agecy 7 Replace on the ed of the monh wth by the ed of the moth . Replace the valued clen with a valued cliet Replace sette with settng 1 Replace Goodbye with Sinceely yous, or inceey
9
r ra 3 pag 90
Letters wll vary but mus follow the model letter format
NIT 12 pag 91 Gng Sard pag 91 1
2 8/0 3.
4 8/0 5. 8/0 6 Callatar 7 wat ra 1 pag 93 1 b ad c are appropiate in syle
and content a is too angry Try Accordng to ou recods, we have satisfed our fiacial obligation to your company 2. ad b re appropate n sle d cotent is appropriate i style but not in conte for the Focus of leter t should be in the Closng. 3 b an are approprate i syle and content s appoprae syle but no cotent for the Closng of lette It shoud be the ocus.
c
c
swe Ke
ae , age
4
already 2 already 3 still 4 aready
5 yet 6 yet 7 st ae , age 9 August 2 July 3 March 4 Juy 5 Deceber ae 4, age 95 2 Accordng to our records we have aready mde this payent 3 Given the sunderstanding we think t would e fair for you to ofer us a dscount 4 Consderng the weather probles, I understand why your payment was late 5 Ater reviewing your letter 'd lke to dscuss the orignal costs with yo 6 I you have ay uestons please do not hestate to cotact me ae age 9 2 Thank you for reinding us to pay 3 Thnk you or your understandng bout our ate payment hank you advace or gvg us an etension o this payent 5 wnt to thank you personaly for your patience whe we wre ovig oics ee ae 1, age policy 2 ccounts 3 ssued 4 check 5 stop 6 authorzaton 7 tllts 8 trac ee ae , age 97 Rpce remid with rede ce no receved he ogal voce sti wth tll ot eceved he oal voce o ot
1, 001, 0-
receved the oal voce ye. 3 mider (coa) 4 Rplce Decebe, 2 wth Decebe 2 5 puoe coa 6 Replace vey would be with would be vey Replace voce wth voce 8 Replace you ca aledy end wth you ca tll s 9 Rlc Decebe 3 with ecebe 3 Replce ated with ateto
ee ae 3, age 98 Lttr wl ry b t st olow the modl ltte ormat
, age 99 eng aed age 99 Le M ing T n g trodction v ichlle n: nn ounc en t do) Mtu Yukiko: Reerece v Luis Marnez: nc T d)
- :
m
K.1Y Jn Annunc mn (T d
K
ae 1 age 11 Ms Matsuo was a sumer inte at Bozean nternatonal ro May to August ths year As an intern, Ms Matsuo was responsble or assstng our proessiona sta with ther dutes he was ecent punctua, and deta-oriented She worke wel under pressure and got aong we wh the sta 2 recoend Ms Matsuo or any position that reures a sestater who is abe to olow through on a task 3 Please do not hestate to contact e i you have any questons ae age 11 F 2 3 A 4 F 5 A 6 A 7 8 A ae , age 1 professonaly 2 ecent 3 accuratey 4 attractve 5 eectvey 6 coplete 7 hghy 8 honest 9 happy 0 ul ae 4, age 1 We are pleased to announce that Mchele Fung has joined our r as senior account specast 2 She will be cling on you n he ext ew weeks to introduce hersel and discuss any uestons you have aout your orders 3 Lets all extend a riendly wecome to Mchele ung ae 5 age 14 b 2 a 3 a 4 a 5 b ae , age 14 as served 2 partcipated 3 workd 4 has designed 5 won ae 7 age 6 This letter wi introduce Lee Mingang, our saes anager who wll be n your cit October scoutng out new leads 2 Mr Lee has been wth our copany or ten years and has rapidly oed up ro a egiona sales positon to anager of our sales divisio 3 Thank you in advance or eetg wth Mgang ae 8 age 1 2 b 3 a 4 a a 6 ae 9 age 1 2 He ot ony designed the ew poduct but also designed the arketig sogan 3 Ale s not only air anager bu t o crng one 4 She ot oy works harder tha aoe 'e ev et ut aso lay of with co mpete d e o ti n 5 H wold like nt on o tou Y in ocs but al se pducto facity.
1
6 You not ony will enoy meetn each other but so wil hve a lot in coon ee ae age 8 Letters wil vary but must foow the model letter forat
UIT 14, age 1 eng aed age
5 5 7 10 10
5
5
Jan 2 an 5 3 Jan 4 Jan 5 Jan 6 Jan 7 Jan 8 Jan 9 Jan 3 0 Jan Jan 2 Jan 3 Jan 4 Jan 5 an 8 6 Jan 7 an 8 Jan 9 Jan 20 Jan ae 1 age 111 A accounts preViously handed through Kuaa Lupur w il ow e managed throug our new oce n ngapore 2 our new account anager, Sng Wu, wl contact you shortly to introduce herse an to answer any questons you mght have 3 We loo orward to workng with you from our new oce ae 2 age 111 2 Whch to oices are cosing 3 Who w ca 4 Where is the ofce moving? 5 When is the teephone numer going to change ae 3 age 2 wi call you a dscuss your coces 3 ou wil receive an emal fro our ew banch anager 4 ustomers wil receive an nvtato to vsit our ew ofices
8
10
11
7 10
§
5We will sed our ew ofice directory so it wil arrve the end o the
ae age 11 ur annua New ear ooto begns today! 2 Go to f moe noaton or call us at
88855555
3 As a old card custo, ou e mon to s nd we t t ewrd you or our lolty ae 5 age 114 b 2 a 3 a 4 a 5 ae age 14 b 2 3 4 ae , age 1 We re cang t Ppne which ipped to n Demb
WS
5
2 A chp n he produc s defecive and w be replaced 3 We ook orard o connung o provde you ih the quay of eecronc equpmen ha you expec
Practice 8 page 6
1 Why 2 Wha 3. When Ho 5 Where
Practice , page 7
1 Shipping, handing axes and any reurn mang ees be covered 2 Pease reurn al pages mobie phones and reless devices hose sera numbers begin h 3 s aays we oer you qual goods copeive prces and professiona sevce Our engneers have dscovered defecive screens keyboards and anennae 5 We are recaing mode nuber number 3D8C nuber B and number 8D8 6 Please cal Mr Lee Ms Chin or Ms Nieves if you have any quesons 7 We w be ovng our ofce changng our phone number and updaing our maiing s on January
Letter Practice , page 8
1 busness 2 locaon 3 eend onge 5 complmenary 6. considered 7 aendees faclies meeng 10 opporuny
Letter Practice , page
1 Repace Cuse wh Mss S 2 Reace s Spng h a e ec e n Ap or mpe 3 Repce ex wi nube: 1000 bnus es, for exampe Repace ese w nes wh Jpnese Anes nd Ise Suns n es 5 Repace sn wh a e specc efe n e nex w ns or eape
r
Letter Practice page 0
eers w ary bu mus oo he oel eter forma
NIT page etting Started page
Decebe 2 Send congrauaions eter o asan Decebe 3: Order e Year's and oday greeng ards Decebe : Draf condolence leer o eong·e ec ebe Sn tnkou eer o May Wng Dec ebe 16: Wnsan 0h Brhday
Practice page
I me wh ae un las eek n
Beijng and he s very ineresed n our secury aar sysems No only does Xenes need securiy in s Beg arehouse bu aso has sorage ceners Fushun and in Harbn 2 I hope o see you soon Beiing so I can hak you personay for your roducon 3 gai han you for puing e n ouch h your conacs Being
Practice page
1 2 3 C F 5 6 C .
Practice page
1 Congrauaons on your promoon o Vice Presden of us here ho have non and orked you over he years are pleased a you receved he recognion you deserve 2 We look foard o connung our orking reaonshp h you and your bank 3 Agan congrauaons from a of us here a SecuryNoco our promoon is rchly deseved
3 He as very proud
aays aned
of ou ad he �
@a abou your
success
o s mss her sense humor and her ay e us a @ork harder 5 I i be @Y sons eddng so can coe @he meora
seice 6 see you
e emora
sece
haa o nduses as proud your
7 Everyone here
ifes success
he e hen your parens cae he oce
I ofen hk
Letter Practice page 0
eers vary bu us foo he ode leer fora
Practice 4 page
1 b 2 a 3 b a 5 b
Practice , page 6
1 b 2 b 3 a a 5. a 6 b
Practice 6 page 8
1 I sorry o hear of your fahers deah 2 kno ha s mpossbe o prepare for he oss of a paren 3 Please accep my condoences Pease kno ha aso be keepng you n y houghs
Practice 7 page 8
1 The news of your fahers deah came as a surprise o me ou od me ha he as sck bu hs deah us sl be a shock 2 My houghs and sypahes are h you as you mou he loss of your faher 3 hope ha fond emores of hm l hep you hrough his dffcu me oud ike o exend my sympahy during hs diffcu ime 5 Please kno ha you have been n my houghs and accep my hearfe condoences for your oss
Practice 8 page 2 Alhough I kne your faher had
been for a ong ime as surprsed
of
@hear hs passng Aswer e
