7 Internal messages A. Read these two emails. Which one is better? Why? Version 1 Subject: Visit of Mr Bianchi from Ferrara Textiles to our company tomorow Tomorrow we will have the pleasure to welcome Mr Bianchi from Ferrara Texts as a visitor to our company, His company intends fo place a large onder with us, and we hope that this wl become a {ong-erm business relationship. Iti therefore very important fo make a good impression, and al the statin Your department shoul know about is vist and be as helpfl as possible. They should geet him by name, nswer any questions he asks, explain procedures ete. He willbe looking around the company from about 1200, ar his meeting with me. | would ike to make sure that there is someone preset in every secon ver the lunch period, in case he has any questions. Thank you for your cooperation in this mate. {|| Subject vist tomorow | ‘Mr Bianchi of Ferar Textiles wil be looking around the company tomorow, fom about 12.00 ts important to make a good impression. Please: | 1 Inform ail staff in your department. i 2 Reming them to greet Mr Bianchi by name and take time to answer his questions. | 3 range lunch breaks so that there is alvays someone availabe in your section, Thank you for your cooperation, Compare your answer with the answer at the back of the book. Note the following points about intemal ‘otes and messages: + Separate points are used to refer to information or action. + The points can be organised by numbers, or headings, or bullet points (like this). + The style is clear and direct; sentences are short and have a simple structure. + The language is neutral, not informal. + Ifthe memo refers to action, imperative verb forms are common, (Inform ..., Prepare ...). * Useful endings: Thnk you for your cooperation. / Plas contac me if thee are ny prions B et read the information below, Then identify the four stage in email version 2, section A, ‘A typical structure for any piece of written communication, short ‘message or longer report, is: Situation] © [Problem or] © [Solution or] © Closing comment Objective StrategyC Rewrite the email. The maximum length is 80 words, including the subject line. Think carefully about what information you need to include. Underline the key words to help you. ‘Subject: Training course in how to use spreadsheets | have found some interesting information about a computer training course taking place in the city centre, | think it would be useful for someone fom our department to attend as we areal bit uncertain about how ‘to use Excel, although we know the basics of course. | have @ copy of their leaflet, and the details are as. follows. The name of the course is ‘Spreadsheets for Financial Planning’, and the course dates are from ‘4 June to 8 June. The course runs every evening during that week, from 18.00 to 19.30. The cost is €750, {1am free at that time and | would really like to go i can help other people in the future. | know i's a bit «expensive, but do you think the company can pay for me? I car‘ aor to pay fort out of my own money. ‘Thank you very much, | | | D Rewrite the email. The maximum length is 80 words, including the subject line. Think carefully about what information you need to include. Underline the key words to help your | ‘Subject Mrs Rothe's retrement atthe end ofthe year ‘As you may know, Mrs Rothe wil be reiing at the end ofthe year. She has made a great contribution to | ‘our company, and will be missed by all her colleagues. She has been with the company for fifteen years, | ‘moving up from Sales Assistant to Sales Manager during that time. To show aur appreciation, we would ike to organise a small leaving party for Mrs Rothe, after work on her final day. We wil also present her with a ‘small it | have asked Ciaucia to orgarise the collection for the git, and she wil be coming und with a large brown envelope Hf you want to matte a contribution - the amount you give is entrely your choice. The teaving party wil be ater work on 20 December, in the main conference room. Everyone is welcome, and \we hope that as many people as possible wil come to say goodbye to Mrs Rothe. | ook forward to seeing you there. Subject:8 Attachments A. Incach gap there are two Possible answers from A, B, C or D. Weite both answers. The first one has been done for you, 1 10 Please BAC. my report. Hope it’s useful. A. find attachment © find attached B find enclosed D see attached Here is my report ifthere are any problems, me know. A please ler © please to let B make D just lee ZT repor has just arived. I'm... ito you. Hope it’ not wo late, A moving C replying B forwarding D sending Fen sending various forms for you to complete, Please - special attention to AF200. A give © make B pay D take Please complete the attached forms, and return them to me one 3 June. A by © before B uneil Do ‘As greed, I'm sending the pre-meeting notes. Let me know i there's anything else we can do wm before we meet. A. from our part © on our side B from this end D on this way "fm attaching the Business Plan Review. Please... that several alterations in dates have been made. A. look C note B appoint D beaware Please find atached my report... if there are any problems with deadlines ete, A Get back with me © Get back to me B Cetin couch D Make a touch Please find attached! my report. A Let me know what you think. © Let me have what you think. B Let me have any comments. D Make me have any comments. Let isthe itinerary for Sei Lanka. Please that | have inclided everything you want in it. A. check C control B agree D confirmB There is one mistake in each of these sentences. Correct it, it Here's the report —hope you like ‘Attached are the two questionnaires — please return them me by 24 ‘September. | sending the report as an attachment. T'm sorry you couldn't open the document ~ I have attach i again. Hoge you'l be capable to open the document this time! Please check the attached document careful and let me know if you have any questions. I be grateful if you could complete the attached form and return ic asap. Sorry, I forgot send the attachment! ateach my report like promised. 10. Here's a copy of Leslie's report ~ what you think? 11 Thanks for sending me the report - I let you know what I think. {I'm returning your original document with my comments inserted with red. C Complete the emails by writing one word in each gap. There may be several possible answers. Email 1 z sen a me know it A 1 no Various forms for you to comple. Please pey spedtal n-ne the expenses claim form. [need them back... 16 February athe latest Email 3 nn greed, tm sending the presmeeting nots. Let me know there's anything Onn WO CN J OM TIS... nn Daf We MR. Email + ||} som 1, von 0 end the attachment nom ti, Plas gat tomeif || sex ent 1, 8 nx that | have changed my email address, Email 5 be grateful if you... complete the attached form and retum it asap. Please A TArranging a meeting Look at the words and phrases in italics. In each case two are natural but one is not. Cross out the word or phrase that is not natural. The symbol ‘~’ means no word. 1 What time would be convenient foribe-onveniensuit you? 2. Are you free sometimelanytimelone time next week? 3 Could we meet on/-fat Thursday duringlon/in the afternoon? Pethaps on/-fat 3pm? 4 Yes, I think I shallshould/would be able to make next Friday moming, 5) Ullemailfreruem tolge back to you later today to confirm it. 6 I'm out of the office for/uncil/ill 2pm on that day. Anytime after that could belis/would be fine. 7 I'm afraid I'm busy/occupied/ed up all day next Tuesday. 8 Pardon me,Sorry/I'm afraid I can't makelcontrolfmanage it on that day. 9 Sorry I've already got an arrangementlan appointment/a promise on that day. 10 What iffWhat about/How about Wednesday insteadfin place offas an alternative? 11 Would you mind/matterfobjet if we put the meeting backloflaway to the following week? 12 Lam very sorry/regret again/apologise again for any inconvenience caused. 13 look forward to seelseeing/speaking to you next week. 14 Give me a calltelephone/rng if you have any problems. 15 Give my regordsbest wishesleompliments to Herr Schrempp. Complete the sequence of emails by writing one word in each gap. Several answers may be possible. ee '— we need to meet to discuss the budget for naxt year. Could we meet ... the moming? Let me know if that would be Sa pabteboustabel ose sinensis ‘to Kristina and Alex. Bw, Susanna Ginter, yes ~ Monday morning is good for me to, Shell we say 9.30? I ook forward to. you then, Giveme a if YOU NAVE One PRODEMS i ‘Susanna.19 A Inquiries and orders Look at the paragraph structure below for two emails: an inquiry (request for information) and the reply. Then write the correct paragraph reference next to each sentence (a-j). How you got the contact. ‘Something about your company, and why you are writing. General request for information. Other specificfunusual questions. Close, perhaps including a reference to future business. Inquiry wrone Thane, referring to the dare. Say what you are attaching. Highlight one or two key points. Answer any specific questions. ‘Close, saying you are ready to answer any other questions. weene a) We are a distributor of kitchen products in Hungary. We are interested in... _nquity.2.. b) Lam attaching our current catalogue and price lst as a pdf file. s . ©) [look forward to an early reply, and am sure that there is a market for your products here in Hungary. 4) Could you also provide details of your delivery times, and whether there is any minimum order, ) Thank you for your email of 4 June inquiring about our products, ) You will note chat our line of MagicMix food processors is on special offer. 8) Please send us information about your product range, inclucling a pricelist. a fh) We mer last Thursday on your stand at the Munich Trade Fair. i) IF you need any further information, please do not hesitate to contact me. 3) We dispatch the goods within 24 hours of a firm order, and for first-time customers our minimum order is €5,000. Put paragraphs (a-e) in the emails below in the correct order. Section A will help you. ||| (@ We area Turkish company exporting fo the EU, and need a fm of lawyers in France to represent us on ! ‘some fegal matters. l iJ} (@) In partcuar, we would ike to know your experience in dealing with disputes between companies lf involved in importexport. {6) |am emaiing you off your website, which | found trough Google. ||| Aneaty en woul be great precited. :|| (@) We would be grate for some information about he lagal services that your fm offers. Paragraph order: 1... 2. 32. 4 5{a) We fel sure that we wil be abl to represent your interests here in France. May | suggest that | call you ‘at your conveniance to discuss the mate futher? Pease lt me know wen would be @ convenient time, ook forward to hearing from you soon. {b) Thank you fo your email of 4 December asking for information about our legal services, {c} You wil also note that we have represented several Turkish companies, incuding one of Turkey's major textile exporters. Naturally, our experience in his fld includes resolving contractual disputes, (@) You wil see that we give ait of ou recent cents, and thatthe fst includes many wel-known company names. (¢) am attaching a document that gives full deals ofthe range of service we offer. Paragraph order: 6... Complete sentences 1-12 with the pairs of words from the box. Check the meaning of any unknown words in a dictionary. accept/quotation apologise/inconvenience assure/prompt attaehed/delay correct/amend discount/repeat dispatched/firm first-time/pre-payment note/records processed/track temporatilystock would/grateful 1 Please return the attached. form asap so that your order can be processed without any —Melay... 2 We. ne be -ounussen if you could supply bank references. 3. Our normal terms for ‘customers af€ 50% nn . 4 have spoken to my line manager, and we are pleased to offer a small . snows 09 this ‘occasion in the hope that it will lead £0 ...enum orders. 5 The goods will be 3 days from receipt of a order. 6 We... — you that your order will have our... .» attention. TD We vevnnnnensie YOU seninnennanmnnns+ Please ship at the first available opportunity. 8 Your order has been on .ennsnm YOU CP oe snnernnnnnnnsen: Shipping details on our website. 9 We... sna OTD OUF sennnnenineannneinnn that payment of invoice 5718 is still outstanding. 10 Weare out of. _..of this item, but we expect new supplies FOE ANY ..ennnnnensnmmnnnee Which may have been caused. _.-.. information is given below. Please... sone YOUT records21 Asking for payment A Make complete sentences by using one phrase from each column. The first one has been done for you. 1 I wish to draw an overdue payment to continue. 2. There is be allowed 0 my two previous emails. 3° We are concemed that en a to recover the money. 4 This situation cannot the matter has not yet on your account. 5. We must urge you to take your cooperation received your attention, 6 We have still not but to take legal action the outstanding sum. 7 We shall have no alternative received payment for in resolving this matter. 8 We would appreciate immediate action to settle your account. ‘Note: overdwe and outstanding both mean ‘not yet paid’; to settle means ‘to pay the money you owe’, B Read the emails below. Which email is the: frst reminder... second reminder ........._ third reminder ....... final demand Email 1 Following my emails of [DATEIS] | must inform you that we have stil not received payment forthe ‘outstanding sum of €4,500. Unless we receive payment within seven days we shall have no attemative but to take legal acton to recover the money. Im the meantime, your existing credit facies have been suspended. Email 2 | wish to draw your attention to my previous amails of [DATE/S] about the overdue payment on your ‘account. We are very concemed tht the matter has not yet received your attention, Clearly, this siuation cannot be allowed to continue, and we must urge you to take immediate action to settle your account, Email 3 ‘According to our recon, the sum of €4,500 is stil outstanding on your account fl We tut thet our service was fo your saisfacon, and we would epprecate your cooperation in esohing this matter as soon as possitle, Email 4 (On [DATES] | wrote to you regarding your company’s unpaid account, amounting to 4,500. ‘May we please remind you that this amounts sill oustanding. We would be grateful o receive a bank ‘transfer in full settlement without further delay.Tick (V) the most polite form, a) or b). 1a) This invoice should be paid immediately... b) You must pay this invoice immediately. 2a) You have not paid invoice JK387.. b) We note from our records that invoice JK387 has not been paid. 3a) This outstanding balance is now overdue. ) Your outstanding balance is now overdue. 4a) Please send a bank transfer to clear this amount. 5) Please send a bank transfer to clear this amount. Ifyou have already dealt with this matter, then please disregard this email. Note: the first reminder should be polite and impersonal ~ don't assume your customer has no intention of paying. Complete the emails with the phrases from the box. conceming a payment forward the payment further delay have still not received ‘now two months overdue shall have no alternative should have been cleared the outstanding sum to settle your account ‘This amount ®._ now b the end of last month, Please send a bank transfer a, Second reminder ‘With reference to my email of 21 March, | must inform you that wo . Payment ola the balance on your acount. | am sue yu are aware tite payments cata pobions for us. We would appreciate payment of. without. = you have any quis ons mat, leas do not estat to cast me, Thank you for your ‘cooperation, Final demand (ye youn 21 Maré and As regarding hance of 612600 on your scan | tach opis ‘of bath emails. This sum is ~~ We are very concemed thatthe matter ‘has not yet received your attention, Please ~~ Within seven days, lf We do not receive payment from you, we. to recover the ful amount.24 A Complaints Complete the sentences typical [fapprecatereplaced attentionproblem —complain/qualiy ‘connection/atritude | deliveredturgently dissaisfaction/teceived entitled/replacement — matter/inconvenience ; |purchased/candard funder _cems/reatment unless/eancel i _of a member of your staff promptly as itis causing me considerable of emails of complaint with the pairs of words from the box. 1 Dam writing 18 ennnn—~ With the negative 2. Thope chat you will deal wich this... 3 The equipment I ordered has still not been . , despite my phone call to you last week to say that it is needed... 4 ‘Athough ou advertise youre sa wop-quality brand, the product a was well below the, svwnes L expected. 5 it Bae _— — _..u in your customer services section. 6 Lwould.. iif the faulty goods could be see 88 soon as possible. 7. L wish to complain inthe strongest possible... about the... received from a member of your staff. 8 [believe that! am... f0 an immediate 9 Lam writing to express my strong . _ with the goods I. this morning. Trectve the goods by the end ofthis week, Iwill have no choice but ro of a product I purchased on-line from u ‘your website. 42. [insist on a full ou Otherwise I will be forced to take the matter escrnsnn * Match the beginnings (1-8) with the endings (ah). 1 You only sent 7 DVDs, instead .... a) there were only 7 in the box. 2. You only sent 7 DVDs, in spite of b) bur there were only 7 in the box. 3. Even though I paid for 8 DVDs... c) However, there were only 7 in the box. 4 Lpaid for 8 DVDs. ) so {am refusing to pay your invoice. 5. paid for 8 DVDs, e) Therefore, I am refusing to pay your invoice. 6 Firstly, the quantity of DVDs was incorrect...) of the 8 that I ordered. 7. You have still not resolved the problem ) the fact that | paid for 8. with the DVDs...... fh) In addition, two of the covers were damaged. 8 You have still not resolved the problem with the DVDs...C Complete each phrase with one word. Some letters have been given to help you. 1 to write in commectian with sth. 6 tobe below the expected St..00ueoud 2 ro need sth. tem d) 7 to complain in the strongest possible te.....s 3 to take the matter fi cwecnout 8 to express StrONg di emmnnennnnion with sth. 4 > todemand a full 12.....0.0d 9 todemand an immediate repl.... | 5 t0 draw $b dono to sth, 10 to cause sb. considerable ine... eemmnan D Linking words and phrases are used in complaints to explain your case clearly and carefully. Complete the table with the words/phrases from the box. [Above all Asaresult Even though Finally Firstly Furthermore However In addition Inconclusion In fact Inparticular_ In reality "In spite of the fact that | Nevertheless Taking everything into consideration Therefore ‘Adding another point (like and): 1 Eurthermare... | Listing points: 2 Making a contrast (like but): ‘Making a contrast (like although Giving the consequence (like Giving the most important example: ‘Saying what the real situation is: Introducing the final paragraph: * Which two phrases are NOT followed immediately by 2 comma, and can come in the middle of a sentence as well as at the beginning? = a E Underline the most appropriate words or phrases in the email. | | am writing to complein about the poor service we have recived rom your company. Faty/Thereoe, the goods you sent were not the ones thal we ordered, Our onder dated 16 September clearly stated that we Wanted 1,000 tshirts. ln partcula/However, we only received 800. “Nevertheless/Furthermore, we asked yout prin our company logo inthe top comer ofthe shits and you have pintditin the cane. i: {|} Temake matters werse, your staf wee very unhelpful when | called. “Even thoughvAbove al, no-one took |! 1 ‘esponsiiity to sort ou the problem — | was simply passed from person to person in factn adtion, after u ;|| Somittes 1 gave up in rustaon and ended the call i The whole matter was treated by your staf as though i wes completely unimportant, in spite of the fect 1 ‘hatherefore we have been your customers for more than five years. ln patculerAs a result, we are ‘ ||] considering stopping al future business with your company. 7 ‘Taking everything ito considerationtn realty, we must insist on an immediate replacement order, to reach a i]|__ here wihin 14 working days, at no costo ourselves, iz T25 A Apologies Email 1 below is a formal apology, email 2 is an informal apology. Complete the emails by choosing the correct alternatives below. The phrases are in the same order as they appear in the emails. VAL for /errbeholtof 2/2. unprofessional conduct / unfortunate behaviour 3/13. Please accept my sincere apologies for / I'm really sorry for 4/4 You can be sure chat / You have my assurance that 5/15. sort out the problem / resolve the matter to your satisfaction 6/16 I'l We will 7/7 To compensate for the inconvenience caused / As a friendly gesture 8/18 about what happened / regarding the incident 9N9 If you have any further queries /If here's anything else 1020 please call / do not hesitate to contact me Email 1: formal Jam writing an. behalf of Promotional Products in relation o your recent complaint. | was very ‘eoncemed to leam about the problems you experienced andthe four sales ta, Send replacement tems med, at our exer, and wil personaly make sue thatthe order is cored. ©... we wil aso Send you a credit rote to be used against any tes in ou catalogue have already spoken to the sales staf el we are making sure that in the future all customer complaints are dealt wit in @ polite and helpful manner. (Once again, 1 hope you wl accept my apologies for the inconvenience caused. | very much hope you will continue to use our services i the future. ®. on my cect ine given below. Email 2: informal Laura, Im writing ®_for___ all our family to say thank you very much for lating us stay at your ‘seaside house at the weekend, we really enjoyed it. By now you have probably heard from your neighbours about the ue Of my teenage son Harry and his fiends when they came back om the pub ate on Saturday night) 7 all the noise they made, and forthe damage they caused to your neighbour's garden, 4, ne wil do everyting possible 9. contac your eghbous cect and ofr to pay for any damage. _-t aio send them them some flowers and a box of chocolates.Match the beginnings of the sentences (1~10) with the endings (a-j). 1. Please accept my... a) areplacement immediately 2 We're having a temporary problem .... 'b) and get back to you tomorrow, 3. We're doing everything we can (0 .. ©) as.a gesture of goodwill. 4 Can you leave it... 4) for any inconvenience this has caused. 5 [ll look into che matter urgently... ) hesitate to contact me. 6 I'llsend you .., f) resolve the issue/sore it our. 7 We are sending you a small gift... 8) sincere apologies. 8 can assure you that... 4) this will not happen again. 9 Lapologise again .. 4) with me for a day or two? 10 Ifyou have any further queries, do not .... 3) with our software. Now check the answers, then cover the right hand column and try to remember the endings. Cross out the one word or phrase in italics in each sentence that is not natural. Tam abselutelyfextremely/really/very sorry for what has happened. ‘Thank you for bringing this isue/material/matter/problem to my attention. ‘We can assure you that the ariles/goodsitems/uares were dispatched on time. ‘We were sorry to hear that the product was damagedefecivefauleyfout of work when you received it. ‘This was due to an oversight when we processed your orderfa strike in our factorylan inflammation in ‘our warehouselccumnstances beyond our control {am trying to sort it oulsore out isore che problem oudsort out the problem as a matter of urgency. Please return the faulty goods, and we will refund youlrepairthemeplace themrestore chem immediately. 8 We appreciate that this has caused you considerable inconvenience, but we cannot accept any breach im the contractldisaduantageliablcyresponsiilcy on our part. ween so Rewrite the sentences below with the correct word order. 1 Thank you very much this matter for bringing to my attention. 2 Iwas very experienced to leam the problems about you concer 3. Iwill look the marr into and get back you to within the few next days, 4 Once again, accept our apologies please caused for the inconvenience. 5 Having this matter in detail looked into, Ibe of no further assistance regret that can.26 Report structure and key phrases A Match the different sections of a report (1-5) with their definitions (ae). a) The ‘body’ of the report: a presentation of arguments and evidence. 1 Ineroduetion 2. Background b) The subject of the report, who asked for it, why ic has been written. 3. Findings ©) Practical suggestions for action, often written as a list or bullet points. 4 Conclusion... ) The context: what has happened up to now and the general situation. 5 Recommendations ..... _¢) A judgment or decision based on the discussion in the ‘body’. Note: a report may not have all these sections, and in an email a ‘section’ may simply be a single sentence. B Match the beginnings of the sentences (1-12) with the endings (al). 1 As requested at the Board meeting ....__a) on the figures sent to me by different departments. 2. The purpose of the report is... b) where cost-cutting measures are necessary. 3. The repore is based ) in table 1, demand has been falling. 4 have divided the report . 4) co suggest ways to reduce costs. 5 Ascan be seen .... ©) into three sections, 6 This has led to a situation .. ) of 18 April, here is my report. 7 As mentioned ) the full report and let me have your comments. 8 I suggest that the company h) are as follows: 9 My specific recommendations .... 4) to-contact me if you have any questions. 10 Please have a look at ... 4) should be able to cut costs significantly. 11 Your comments will be circulated... _k) above, sales are going down. 12 Please feel free ... 1) in time for the next meeting. ‘The order of sentences 1-12 follows (more or less) the order in which they would be used. Write the sentence numbers after these section headin, Ineroduction/Background: ........ : Fag: ‘Conclusion/Recommendations: Closing comments:c Complete the email with the phrases from the box. above as follows based on the figures can be seen divided the report identify opporeunities I suggest chat investigate the possibility ed toa situation | make reductions see section 4.2 purpose of the report shows that ! let me have ‘Subject: Cost-cutting measures ‘As requested at the Board meeting of 18 Apri, here is my report. The full report is attached as a Word document, but | have writen a brief summary below. 18 to suggest ways to reduce costs across the company. 7 sent to me by different departments last month. | have -~- nto three sections: background, findings and recommendations, ep per tate h ind ben faling over the last year, and sales and profs ae both down, a - ~- where cost-cutting measures are necessary. ‘There are three main areas where cost reductions are possible: * The marketing budget is very high. As mentioned + Sales are going down, but we are stil spending large sums on magazine advertising and street posters. This is not justified. * Production costs are also high. Table 2 in the report)... — raw material costs have gone up by 12% over the last year, We must find a way to bing these down, * We may also have to dismiss a small number of administrative staf, which wil be very unpopular, a, : -w Of the full report for suggestions cn how to proceed. . the company shout bebo et costs sgnifeany by the ond ofthe year. My specie recommendations are 9... a the advartsing buciget of 10% or 15%, 1 Marketing Dept to 2 2 Production Dept to ©... of using diferent suppliers to bring down ‘materials costs. 3 Head Office to {or cutting a limited number of jobs, in case the s Ploase have a look atthe full report and... see YOUF Comments by 2 June at tho latest. These wil hen be crcuated fo all departmental managers in ime forthe meeting on 16 June, Please foal free to contact me ifyou have any questions.