SOẠN WRITING CHO TATQ6

Writing (3 điểm): một bài viết (120 -160 từ) thuộc các chủ đề sau:
Chủ đề 1: A letter of complaint
1. Around 180 words
- Begin and end the letter appropriately.
- Use appropriate formal language.
- Use the passive where possible.
Problem Extra details Demand Desired outcome
20 office chairs Unable to get in contact Deliver the chairs Receipt of chairs or
ordered; no with customer service immediately or we will place order
chairs were department; phone calls explain why not with a different
delivered not returned possible supplier.

Re: order #6957 20 office chairs

Dear Sirs,
We ordered twenty office chairs from your company on 6th June on the understanding that they
would be delivered by 20th June. You assured us that this would be arranged and we would have
delivery on time.
However, they still have not been received. We have contacted you by email, but have not had a
response yet. Also, we have been unable to make contact with your customer service department
by phone. We have left messages to which we have yet to receive a response. As we are long-
standing customers of yours, we are very surprised at this lack of response. We are now
requesting that the chairs be delivered immediately or receive an explanation as to why this is not
possible.
I must inform you that if you do not respond to this letter immediately, we will be forced to
cancel the order and an order will be placed with another supplier. However, we sincerely hope
that this situation can be resolved.
We look forward to your prompt response.
Purchasing manager
2.
Re: Order #4567 for 1000 robotic cleaning
Dear Sirs,
On June 2, we ordered from you 1000 units of high – quality robotic cleaning equipment with
good durability and high performance. You assured us that this would be arranged and we would
have delivery on 7 June.
However, the goods did not arrive until 9 June. When we inspected the items, we discovered that
they were poor quality items, performed with far inferior performance to the standard product.
They are also easily breakable because they are made of low – quality plastic. Some products do
not even work. When we contacted your company, they informed us that they sent the correct
item, however we recorded the whole quality check process as proof. This is clearly your
company's fault, so we ask you to resolve the situation immediately.
We have been customers of your company for several years now and are amazed by this failure.
If you are unable to find a solution and supply the correct order, we will be forced to find another
supplier.
Nevertheless, we sincerely hope that this matter can be resolved to our mutual satisfaction
considering our good working relationship over the years.
We look forward to receiving your prompt response.
Tra My
Purchasing Manager.
3. SGK
Dear Sirs,
Re: Order #4587 for 30 dishwashers
We order 30 dishwashers for our hotel group last week on the understanding that they
would be delivered yesterday. Although you indicated that this might be difficult, you
assured us that you could manage it.
However, only 10 machines arrived and, of those, two were damaged and one did not
work at all. Your driver was most unhelpful and told us to call you immediately, which
we did.
We tried to contact you several times but your customer service department did not
answer calls. Despite spending you several emails asking you to contact us, so far we
have had no response from you. Our phone calls have gone unanswered, and messages
left have been ignored, leaving us feeling frustrated and disregarded as valued customers
We are very surprised by this as we have been customers of your company for many
years. However, if you do not respond to this letter immediately, we shall be forced to
withhold payment, find another supplier and request you collect the ten machines already
delivered.
We sincerely hope that this situation can be resolved to our mutual satisfaction.
We look forward to receiving your prompt response.
Tra My
Purchasing Manager.
Chủ đề 2: A formal email to inform staff about an event/ activity of the company
1. Write a formal email of about 180 words to inform staff of the decisions made.
Include the following:
- All the points in the notes
 - Formal language
Point discussed Decision
Export manager under pressure Open more overseas offices, to be
staffed by managers from headquarters
initially, then recruit local managers.
Language barrier for senior managers Senior managers to attend language
working in local markets courses; training to start next month
urgently.
Current National Sales Manager leaving Appoint new manager
next month

From: Juan Blunt CEO

To: All managers
Subject: Board meeting decision
This is to inform you of the decisions made at yesterday’s board meeting about our export
department and its future.
First of all, we agreed to open more overseas offices in the countries we export to. This should
take the pressure off our Export Manager. We made this decision because of our rapid growth in
this area. The offices will initially be staffed by managers in our headquarters until we can
recruit local managers who are familiar with the various locations.
Secondly, we finally reached a consensus regarding the training programmes we need to
implement. We have decided that all senior managers should be given language courses as
needed in the languages they will be liaising in. We would ideally like to appoint native speakers
of the languages, but for the moment we are limited in what we can do. As this is a matter of
urgency, training will start next month.
Our final decision was to appoint Consuela Martinez as National Sales Manager to take over
from Mr Branch who is leaving the company next month.
Chủ đề 3: A report giving suggestions/ advice/ recommendations.
1. Issue of cross – cultural disagreements.
Staff unable to agree on workflow methods – projects delayed.
Recommendation:
Suggest/ Advice
- Pair staff from different cultures to work together.
- Arrange cross – cultural training.
- Appoint a member of staff with a cross - cultural background to oversee the project.
Model:
Recently it has become obvious that there are cross-cultural differences in some of our
overseas teams, causing misunderstandings and affecting workflow and deadlines. In some
of our offices we have colleagues working from several different cultures. They generally
only visit the overseas offices for a short period so there isn’t enough time for them to
become fully familiar with each other’s methods of working, which are often influenced by
their cultural background.
We advise that you try to pair members of staff together from different cultures to work
closely on projects together. This will enable them to get to know their colleagues and
understand their cultural differences. We would also recommend that your arrange cross-
cultural training as soon as possible. This can be resourced outside the company and there
are many training providers which specialise in this.
It is essential that everyone tries to work together to overcome this issue and for that reason
we recommend you put these steps into effect immediately. If these recommendations do not
have the desired effect, we suggest that you appoint a member of staff with a cross-cultural
background to oversee any projects affected. He or she can then implement a suitable cross-
cultural workflow.
Read sections A and B again. Choose the option (a, b or c) which best completes each
sentence.
1. As a young child, Mr Devlyn often crossed the border into Texas because he wanted
a. to visit his American father, who was an eye doctor in El Paso.
b. to look for other children who could work for him.
c. to buy goods that he could then sell back home.
2 .Two of the things Mr Devlyn learnt as a young child were
a. buying wholesale and promoting one’s business.
b. selling houses and translating from English into Spanish.
c. examining eye patients and making glasses for them.
3. The main reason for Mr Devlyn’s success seems to be that
a. he never failed in anything.
b. he took risks and had some good opportunities.
c. he adopted innovative ideas from Japan.
4 .One of the most important things Mr Devlyn learnt is that
a. first-class service makes your customers want to come back.
b. strong competition in business is in fact better than no competition at all.
c. very few people learn from their mistakes.
Complete the collocations from the article with the verbs in the box.
build call deal get give keep play socialise
1. …………. with a problem
2. …………...a meeting
3. …………...feedback
4. ……………to a schedule
5. …………..by the rules
6. ………..things done
7. ………… trust
8. ……….with colleagues