Business_Communication_Skills_-_Emailing

Prévia do material em texto

\ i{
DELTA Business Communication Skills
Series editors
Susan Lowe and Louise Pile
ErmaiLing
Louise Pil"e
"rt-*-!dFxiill@
MffifuKA
PUBLISHINC
Nw$wwwxw---
DELIIA Publishing
39 Alexandra Road
Addlestone
Surrey I(T1 5 2PQ
llnited I(ingdom
@ DELTA I'ublishing 2004
All rights rescrved. No reproduction, copy or
transmission of this publication may be made
without written permission from the publishers
or in accordance with the provisions of the
Copyright, Designs and Patents Act I 98 8.
or under the terms of any licence permitting
copying issued by the Copyright Lioensing
Agency, 90 Tottenham Court Road,
London W1P 9HE.
PHOTOCOPIABLE
Pages 56-58 may be photocopied for
use in class but may not be sold or
distributed separately or included in any
other publication lbr sale or distribution.
First published 2004
Critically read by Anne Lar,r,s and
Sarah Baldy{iihnapfel
Edited by Catriona Watson-Brown
Designed by Caroline Johnston
Illustrations and cover design by Peter Bushell
Picture research by Emma Bree
Printed by Halstan & Co, Amersham
P lrc to a cknowle dg ement s
Cover: DigitalVision
Page 1 3: DigitalVision
Page 20: Brand X/Alamy
Page 27 : Imagesource/AIam5,
Page 36: DigitalVision
Page 12: DigitalVision
Page 44: Photodisc/Creatas
Page 49:DigitalVision
ISRN Book 1-900783-81-9
cD 1-900783-87-8
65s{ary JaAAsu€ pue sldgJssue"l1
95sasJnosau
8rpuas nort a"loSaq Eul>;laq3 :g *luf,l
0vlqty auol aq1 Bu;1+aD :S ?!uR
zt{1;;etu"rol JCI !a^a! }qglr aq1 Sulsoorl3 :f }!un
VZasrlr,ro3 pu€ J€a;> Eugag:g 1!un
a8essau! "n'lo{ Burxnl:nJ}S :Z }lun
palrelstulna5:l*.!un
guu"rnof Bu3u*ea1
srs{;eue spaahX
uol}3nporlul
9I
I
I
s
w
sluoluoS
$mtroduction
DLLTA Brrsine.s.s Cornrnurticatiorr S/<i11s is a ncw series which uses a lezrrner-centred
approach to develop kcy communication and ltrnguerge skills essential for today's
intcrnational busincss environment. The scries is clesigned for learncrs of business
English at pre-intermcdiate trnd intermediatc levcl, either pre-scnricc or in-senrice,
and it can be uscd cither in the classroom or: for seif-study
Ireatures of the scries includc:
o Indir,,idual Needs analysis and Learning o Helplul suggestions lbr language study
journal o Regular: language reference and rerriert
a Art arencss-raising activities
a Ertensirrc personalizcd exercises
o Tips for cfl'ective performance in
busincss
sections
o Photocopiableresources
o An intcgrated audio CD
o Full transcripts and ttnswcr ke5z
Eenailirrylaims to hclp you to derreiop the shills and language ),ou need to nrrite effectivc
business c-mails in English. E-rnuilitul consists oI six corc units, each containing:
o Context - to raise alvelreness ol' thc skills and issues invoh,ccl ir-r e ach stage of thc
e-mail nrriting proccss, and to inlroducc dil'I'ercnt strategies 1br clcvcloping these skills
a Presentation ancl Practice - of core langua'rge (vocabulary, grammar and phrases)
lir-rl<ed to thesc skills
o Tips (cultural or languetge related) for e-mzriling efl'ectlvely
r Consolidation - to allow you to apply what you have learned to Srour own r'r'ork
situation
o Reference - uselll vocabulary and phrases related to each unit
o Review study suggestions and further practice (ideal lbr l-romeworh/self-study)
The book also contains:
o Needs analysis. This cncourages you to consider what 5rsLl need to focus on in order
to gct the most out of the book and 1rps1 learning.
o Learning iournal. This provides the opportunity to reflect and personalize what you
have studicd in the book.
a Resources section. This pror,ides additional material such as checklists,
photocopiable framcnrorl<s and additional activities.
a Answer key. This includes suggestcd answers and is designed to enablc yclu to work
eitl-rer alone or r,r.ith a teacher.
o Transcripts. These detail the content ol' thc accompanying CD.
H*re; tca H$** thls h**k Step I Step 2
Start by rrrrorking through the Needs You should then familiarize yourself n ith
analysis (page 5). This vr,,iil help you to: the Learning journal (pages 6 and 7).
o considcr the e-mails you write in You trre asked to refer bach to this journal
English - ancl your strengths and at the cncl of errsry core unit.
weaknesses in r,rrriting these:
o identify and prioritize your immcdiate Step 3
and luture needs lbr nrriting e-mails; Work through the units in the order that
o detcrmine the order in n hich ),ou work you feel is most appropriatc to your needs.
through thc core units in this book.
I hope you enjoy leairning n ith this book.
-<) ,/- D (-)i r -t---\_)
Louise Pile
Scries editor and aruthor
&bcut {i:r. ;;,1gt6'i^ Louise Pile has cxlcnsi\e Business English teat'hing and tcacher-t.ni,,ring cxperient'e.
both in the l.lK and abroad. She has nrritten and editcd a range of print and multimedia
Ian gu age-1earn in g rnaterials.
f:I srs^lEuE spaoN
n
' 
I pue g seSEd uo
iEurno[ 8uru.iea1 aq:] le {ool - uo pepr)ap c^Eq nod rep-ro
cql ul - sllun aql qBnorql 3ur>Fo,,vr UEls no,{ oloJea
t dels
.qll,!\ dleq peau/[e^^ op no,{ >lulq] no.{ op leqM € I
i (selelsrru
3o 1n; '3'e) e^rtJeJ.lo ssal pue (1roqs Surcq '3'e)
J^rlraJJo ,rour [reur-a ue sJ)[Eur >1urq1 no.,( op le qM Z I
;gsrt8uf, ur
slreru-o 8ur1rr,u lnoqe llnJUJrpT,,{sea pug no.,{ op lEqM
E oi.,t E sr,L
;(8uurcru-e ueq^ esn o]
ap(1s aler.rdordde uo,(c11od duedruor 3uru111no '3'a)
soulepr nSTdcrtod 1eu-e uE eleri .{uedruoo .rnod sao61
23urlearu e 1E ro auoqd oql uo,qluelJUJe
crotu qll^{ lleep eq,!pn1ce p1noc.,{ep qJee e^roJer
ro pues no.{ 1eq1 slrelu-e eql ;o a8elueored 1eq,1,1
f] selnurur gg q f salnurur 0t-02
f selnurru OZ 0T f salnulur 91 2
II
OI
'sllun eql q8norql >1-ro,r,t 11r,n nod
qJrq r ur repro orll reqJeel ;no.{ qlpu ce,r8e pue ssnrsr(I
g dar5
'nod o1 acuel;odun
lsoru Io dlluar-rnc sr r{Jrqm Jo '}sa{Ee \ el: no,{ po1 no{
ririq,t\ ur r?are eql Jo surral urno,{ ro;.,{1r"ror"rd lo repro
ut q8norql IroA\ ol elrl plnoru nod slrun eql u^ op oloN
I dar5
'poou.{11eer no.{ s1p>1s esoql Sur,rordrul
uo snJoJ o1 no,{,no11e 11rnv\ re]l.rq op plnoJ no.{ 1eq,n pue
Ilcl\i\ op,{pec;p nod leq,n Jo ssaucrB^\E rno,{ 8u1do1a,reg
'dolalap o1
pcou nod secrp q)rq^\ lnoqe Iurql pue 9-I slrug Jo
Suruur8aq oql ]r: sorreruluns ]run oql q8noJql {ooT
'Eere luere.lJrp e uo sesnooJ fiuyatu-X Jo ]run qreg
sDoou Jnor( Surzrtr,rol,r,t .u
a>lJol!\ JnoA Jof cn[e;\ uoI]EtuJoJuI ]EeJ e eq.{ep
qrEe o^reJe-r no.ri 1eq] slreu-c oql Jo oSEluccrod 1eq1,1 4
a('rl0 'rellu/elelap/prp^ roJ) e,req 11 soop sernleeJ teq^\
pup '(>loolln(1 '3'e) esn nod op rualsds 1n?ru-o leq6 g
;8ur1r.r,r,r Jo.J suoseeJ uteru.rno,{ oJr? leqM S
;o1 qsrpug ur slreur-e sseursnq e1rr.r,r nod op oq,1,1 t
i 0€:gl '3'e '(purelut) .r(uedruoc eures ar{l ur 8ur>po,,u
osoql pue (puralxe) ,{ueduoo rnol aprslno eldoad
ol qsrlSuf, ur puas no,{ slruu-e Jo ouer eql sl }pqM t
E ""' :reqlo E ttn dl.reou
E '/r tnoqp E z7, ]noqe E % ]noqe
1qs13ug ur e.n: ,{ueru nroq 'puas no,{ sleu-e osoql JO Z
E ZIep dra,ra puas E Zdep .,{re,re e,rreoo;
:no,( op slreur-e dueu,r,roq 'a8erc,re u6 I
e.lleuuoglsanQ
aslrEru-e Suuede"rd
dep e pueds no,{ op ourr} qJnru,troq 'e8e;re,ru ug g
'>looq slql ur lre:lep e.roru ur srsdleue spaaN srql ur seere TTrl
uo snJoJ III^t no ',/l{oleq erlEuuotlsenb eql Sulleldruoc dq 'utaql 8ut1rr,tr }e erc nod >1urq1
no.,{ poo8 
^\orl 
pue 'qqpug ur elrr^\ no,{ sleru-a oql }uoruoru E roJ reprsuoc pue dolg
'}t 1e poo8 sn elelu ],useop 1o1 e Sulqlauros op c ( esnEJeq lsnf',sreleru-e e^rlrallo, crE
o,!\ roqleq,r\ lueluoru E rol Jeprsuoc pue dols ol eturl eql e{el sn lo ,ttal }nq aJrl sseursnq
pue leuosrad rno qloq ur - dpep8er slreru-o olroJer pue pues sn Jo ]sotu 's,{epe,r,rolq
sts{leuE sPooN
Learning iournal
Buring the course As you work through each unit, summarize helpful Ianguage and tips forellective
e-mailing. An example is given, but what you note down will depend on your ortn
learning pattern.
Example
Unit:6
Useful language: to do your best; to
malce a rese rvation; to run a spell
check; to attend a session; l've
worked here since1999/brthree
years.
Useful tips: check my e-mail will
make a goo4 impression on the
reader; iskJon to read through my
e-mail before sending it
Your Learning journol
Unit:1
USeful language:
Unitt2
Useful language:
Useful tips: Useful tips:
Unit:3
Useful language:
Unit:4
Useful language:
Useful tips: Useful tips:
Unit:5
Useful language:
Unit:6
Useful language:
Useful tips: Useful tips:
E leurnol Sutu;ee1
iselou Jnod o1 Suppe dea>1 pue 'ol peou no,{.re,raueqa,r lr ol >lceq
JeJeJ pue nof q1m,t 1r dee>1 os 'esrno] E JeUe pue Surrnp pesn eq o1 peu8rsep sr {ooq srqJ
')l puas | )rleq >lreqPJEJ a,trF pue ssoq xLu o+ IreLu-E +xru
Aw peat o1 an6eallo: ,(cu >1se os;e 11r,r.,r I '(qrrewJfl)e;::;lffifrr$.il 
ffi::
'UorleuroJU l/WleP.(iPssrrruun ,(up uanrF loU e^eq l >JrrLI) o) prru osl.e I
r,r,rou>llou lr.lDrLu rePeai eL{l suiia} le)luq)al Pue P)}e)]dcuo: AUP ureldxr
:o1 peeu I
slleu-r esrluor Pue JeEII Fur1u,14 :Eare snrof,
nuuold notr
t:?uo
alfuuaxg
'no.,{ dleq o1 uanr8 sr aldruexe uy
'^ olaq euo eql a{ll >lro t.oure4 e Sursn 'eldruexe;o; 's11qs.rno.,( Surdolenap uo se}ou e>lelzn
iseullpeep cIlsITEer ylesrno,l ezu8 o1 pydlaq sr ll ]Eq] e1o51 'eceld>1ro^\ aq] ur peuJeel
e,req nod Jeqnt esllreJd 1p,vr noz{ lAorl Jo op ru/ no.{ sasrc.rexe A\eraal r{Jrr{ \ 'eldruexe ,ro;
's11qs rnod dole,rap o1 enurluoo p,vr no,{ 
^{oq 
aprJep 'lrun qJEa palalduoc aneq no.,(;re1y
'>lJon 1e pue esJnot rno,{ Sur;np qloq
'8uru.ree1 .rno,{ elepqosuo? o} luel.rodur q ll }nq fpee.rp ssa"rSord eperrr eleq III,Ia no ASJnO) eq] "taUV
xaltaq slql op oI
U,,.N I T Getting started
fA v" **"au +'L:{rti*-r-AL
THIS UNIT LOOKS AT:
I key e-mail terminology and'netiquette'
I Ianguage for beginning and ending e-mails
I giving your reason for writing
I referring to previous and future contact
netiquette n, lnetlketi The unwritten rules of behar''iour on the Internct,
especially related to the use of c-mail, chat rooms and newsgroups.
I Look at the e-mail below and consider these questions.
1 Who is the sender? thc receiveri
2 Is there a signaturei a disclaimer?
3 Is the subject line lilled in?
4 Has the importance option beerr uscd?
5 Has the e-mail been copied to anyone else (using the bcc (blind carbon copy) or
cc (carbon copy) lield)?
6 What is the purpose of the e-mail?
7 What format would the altachment bc in7
8 Wlrat is the rcceirrer expected to do?
ikr;'x:'.1;::1"."
,'ffitril
otherwise'
To: p-vogel@mply.de
From: s.griffrn@travelexpress.com
Cc:
Bcc:
Subject: Sales Manager post (ref. 7672P)
Dear Mr Vogel
Thank you for your e-mail expressing interest in the above vacancy.
Please confrrm whether you would prefer to receive an application form and
further details by e-mail (Word XP, approximately 551() or in hard copy by post.
lf you have any questions, please do not hesitate to e-mail or phone me.
Yours sincerely
Stacey Griffrn
Personnel Assistant
s.g rif i n @trave lexpress.com
Travel Express
35 Windmill Street
Evesham EN42 gTR
UK
ret +44 (0)1 868 767565 (extn 392)
Fax: +44 (0)1 868 767600
***************
h-!.lpllwrrylv.[ra vclc xpress. c o m
The content of this e-mail and any attachments sent with it are confrdential and for the
addressee only. Any unauthorised copying or distribution by anyone else is prohibited.
Please delete this e-mail if you have obtained it in error.
*
t,E I Gettine started
Il PalrPls Eurllag I
uE puas ol 
^sBe 
s
'uollf,es sef,rnosou orll u! gs aSed
uo sosrf,Joxo aql op'1q8g.r sesse.rppe 8u1pe8 uo erglre;d a,rou roJ l" , LJ,
io^oqE asoq] ol ,(eql e;e ]uara,r!P/JElrrurs 
^/\orl'seul;ap!n3 seq {ueduor .rno{ 
1; iaq o} saul;epln8 esaq} roplsuor nor( op InJesn 
^ oH Z
'uotssrurred no.( uea,r8 suLI repues eql sselun speu-e pJE,^A.JoJ l.uo(I 0l
'.{llue8rn no,( uorg uorleruJoJur elreoeJ ol peeu sJer{lo
;r ro 'uorlce lcrnb selnbeJ lreru-e ;no.{ ;r (,(1r.roud q8rq) -' oql esn ,{1u6
.eldoed rorlto ol
u,^Aou{ sesseJppe Ireu-e 8ur1uu prole ol puu'repeeq Ireru-o eql ur setueu Jo
sJequnu e3.re1 Sur,teq pto^B ol pleu aql Jo peolsut pleqt nq eql esn
oJu ezrs elu pue (.'c1a'ptor11) lEruJoJ eql leq] Je,\receJ eql qlr,^A {ceqc lsJU
uE pues 01 peeu op no.(;1 'elqrssod;r lreru-o aqt Jo ,(poq eqt esn
'dno,r8 eloq,{\ eql lrBtu-e o] uueur no,( ssalun pt Qday esn lou oCI
Jo eeJJ sr puE lnoqB sr IrEu-e oqt lBq,\\ seqrJcsep .{Fee1c 
- 
"U, ":::fi
'seBBSSeut Suro8tno IIE ot peppe ,{lpc4euro1ne
seurrleuos eJe p8el e puu sseJppu elrsqe,tA s..{uudruoc eql
'Jeqrunu euoqdelel'sserppu puu eureu f uedruoc
'eprt qol'eueu rno,{ : rno,{ ur uorluru-rogur 3ur,u,o11oJ eq] epnlcul
'uorlJB
elel ol Jo peruJoJur 1da>1 eq 01 speeu esle auoauros yr .{po oql esnZ
luosred Suor,tr eql ol lreu-e
lceJJoJ sseJppe Ir€ru-o s. eql e^Eq no,{ erns e>1epg I
ilq8lr srlsBq eqt SulDoO
'uo!l)as lxaluo) aq) [uo4 sp.rom Sugsn
sde8 eq1 e1e;dluo3'sse.rdx3 lo^e4 jo saullapln8 aq1 uo,r; )f,EJlxa 3u1a,to;1o1
aql lE loo-l 'l!Etu-a asn plnoqs JJrls 
^/\otl 
uo seul;epln8 erreq salueduo) oruos I
L
9
saulleprnB errlro.ld lseg
€.r$r?e3&'xes;3*d
i11 8urlrr,tr JoI uoseeJ rno.rt su,r,r 1eqry1
aol ]I SE,t\ oqfi
'1ues no{ IlEr.u-e }spl aq}}o {u!qI q
;op o1 pclcedxe no,{ ere^\ IEIJM a
i ruo4 l[ sl?ra oQ,4,\ o
'pelrofal nol ;reuu-e ssaulsnq lsel oqllo )ulrll E Z
a
a
Exontple e-moils 4 Look at the example e-mails below. To what extent does each follow the
guidelines on page 9?
, To: e-jason@kuhn.co.uk
From: myra-wynn@sales.try.com
Subject: hi
r-\
/// t*l^*n leaflet.odfU
Dear Ms Jason
Thank you for your phone call of 3rd January. I am pleased to hear that \Iodel BHT43
has been selling wel1. I am attaching a leatlet listing our ful1 range of larvnmorvers, as
requested. I look forward to doing business further with you in the Iuture.
Yours sincerely
Myra Wynn
Sales Assistant
To: Leila-Rajala@iho.ft
From: boris@mistra.com
Subject: meeting next week
Dear Leila
I just wanted to let you l<now that I can make the product launch next week.
Give me a ring if you need any help to organize the event.
Best wishes
Boris
To:
From:
Subject:
info@shal.com
Michaela-Salter@can.com
I am writing to you in response to your advertisement in 'Cycling weekly'. I am
interested in stocking your fbrthcoming Model 232 and would be grateful if you
could send me further inlbrmation about this range.
Best regards
Michaela Salter
Buyer
Bimleys
15 High Street
Sinton SI4 5BH
T::#,i!i|il;;T:'1",, i
one purpose'
To: martin-summersby@ht.com
Cc: s-sandhu@mk-mode.de
Bcc:
From: m.schmidt@mk-mode.de
Subject: catalogue request
Dear Mr Summersby
Further to your e-mail of 1 2th September, I would like to apologize for the
delay in sending you our sales catalogue. We have just put together our new
catalogue and I wanted to be able to send you the most up-to-date information
about our products. Please frnd attached a PDF of our latest catalogue.
lf you require any further details about any of the items listed, please do not
hesitate to contact me by e-mail or phone.
Yours sincerely
Markus Schmidt
Customer Services Officer
MK Mode
Tel: +49 (0)7531 3859
http:,/,/www.mk-mode.de
* * * * ****** * * * * * *
The content of this e-mail and any attachments sent with it are confidential and for the
addressee only. Any unauthorised copying or distribution by anyone else is prohibited. The
views expressed here are not necessarily those of the company.
E
IItI I Gettins startedr
:uqol i
E{IW']H €
lr8rel{/uurg reao z
lellr:) sw/ssrw/s"rI{/rIN rEec T
isuollEnlls l,{)!t{/y\ u!
puE asn nor( op s8ulpua puE s8u!]oaJt raqlo leq^A isuo!+Enlrs rl)ltl/\a u! 'os Jl
iSutlteuu-a uaql\ asoqllo 
^ue 
osn no{ oO 's8ulpua pup s8ulloar8 oseq} q)}EN g s8urpue puD sSur}aag
'g es!)Jaxf ul 3ul1ua^ Jo, suosEer aq1 3u11elduor;o s{em }uara}Jlp }o luFlr L
sple8e.r lsefl p
,trolr ro.l e,{g r
dlaraours slno1 q
laumt.orotr) e,
*"' teql r\ou{ nof 1a1 o1 lsnt sl slqJ J
"' lnoqe ureldruoc o1 8ur1rr,u ruu I e
"'plnoJ no.,( 3r >1se o1 8ul1rr,n ru 1 p
"' lou ,roJ azrSolodr: ol qsr^\ I r
"' ro; no,{ IUELII ol e>lll plnom 1 'uoscruef erpuEs lo Ipqecl uO q
x"' ol a>lll p,no,{l peJepuorr 1sn[ e
',r oloq sese.rqd Suluedo aql ol 3ugll.rr*.ro;
. Sururcldruor 9
EuDlrrcql S
Surlsanber 1
3urcu"ro.1ur g
t-rnzrSolode 7
3u11r,tur 1
suoseoJ aql q)lelr,t q Buytor.u-a.roJ suosoay
aserqd JPrur()lur*
III patrels Euttlag I
'(lrotord
eql uo no.{ ql1,n 8ur1;o,u)
ol prE^\roJ {ooI plrr2
nod Surloaru pe,{otua 1
'eut ouoqd "ro
ireru-c cseeld'suorlsenb
due o,req no,L;1
* 'uo JOJE[ ]lEr E eru cArS
'sn lJl]luoJ
ol elelrseq lou op eseeld
'uorleu-roJur Jeuorlrppe
due c>lrl ppoa,r nod 31
dllroqs
nod ruo.r; recq o1 adoq I
*'OUIJ
aruos curl e olu doJC
'sJa+Ial sszursnq +o
s6utPua PuD s6ul+22JD
zul so a1AlS atUos
zur Mollo)t Allolauao
,1'or-, tt:J:::,l;I:"
o1 lcadxa Aau+ wtol
ouo o1 6ut1tlrur al'non
' o'* lnoqD lurtlr '
' sdlr
* i(eprelse;(
no,{ ruo.r1 Jeeq cll eJrN
"'(nr pelse;e1ur
o-ru not() ]Eql Ileu-e
rno,{ uro4 pur?}s-rcpun eAA
'(raded pcol
oul ul lueueSrlreApE
rnod) ,ues I
'(lrEur-e
1se1 rno.,{) ol rolo-r J
* '(c1o[ rno.,( lnoqu)
reeq o] pe13 d11eer se,n 1
"' '(ra11o1 rno,{) 01 ,{1der u1
"' '(1ur ouotld JucJOl
rno) ol OtuoreleJ qllM
'(eJLreJeJuoJ
sJlus JLll lnoqe no,{
punuer) o1 8ur1rr,lr ure 1
x '(FI des)
ol lreu-e prnb e lsn{
'(rrnqlorq
1so1e1 rno,{) lnoqe / o}
p-re8or Lillru / SuluraJlroJ
7 o1 .{1da; ur 3ur1rr,n rue 1
* '(eur dloq plnor
nod) y perepuot\ lsn{
'(sacrrd -rno o1 a8ueqc e
1o no.{ ur.ro;ur) ol {sua e,4,\
;1uau1'rodaP
aq1 ;o Auoduoc
iJii::;;'-Iffi.,;'i
'alqEl orll ol pPr ol
uo slrELU-o orll u! sese,rqd leuolllppe pull uorll',v\oloq sese;qd aql
g1 a8ed
lP Ioo-IS t3otuor atntrnlysnottat6
Key terminology
I Match these key terms with their definitions.
1 netiquette
2 subiect line
3 attachment
4 to cc someone in
5 signature
6 lbrmat
7 in-tray
a where you write the topic of your message
b type of electronic file (e.g. Word)
c good-practice guidelines for e-mailing
d your contact details below your e-mail
e a document e-mailed to someone
I a folder containing messages for you to read
g to copy your message to another person
Useful phroses 2 Put the words in the correct order to form sentences.
1 your dated I writing am reply in to letter ,5 lune
2 look I forward to your receiving reply
3 please attachcd find a copy caLaloguc of our
4 you thank for e-mail your
5 you if have questions any please not do hesitale contact to me
6 I writing am concerning the launch product week ncxt
7 really I'm the glad to about interview hear
8 if you wondercd lihe to just mcct would up later
3 Complete the e-mail using words and phrases from the Presentation
section.
4 1 I i.2 Listen to a voicemail message from a colleague. Make notes in the
framework on page 55 of the Resources section. Then write the e-mail.
To: elene-martina@usel.com
From: p.harmer@ut.fr
Subject: USEL'S product range
1 N4s Martina
lam writing 2-- regard 3 your advertisement in Eusrness Weekly.
I would be grateful if you a send me some information about your latest
product range.
I s forward to 6-. from you shortly.
Petra Harmer
lll I Gettrng started
n
W 
pou€)s Bur11a9 I
.lINN SIH] NC S]TON ])VA] CNV-IVNENOISNINEV]I ENOA OI NE'I MON E
'r I 10 rlns?J D 5D uaddDt{
' *' 
l+ 1uorur noA +"{nn l:o,
- ,,rl]rltt'r 1o asod'rnd
" rq; P''* ur dza; otJ-
la8ueqr ^/\ou plno.^
no{ turqy(ue aJoq} sl'rr\or^Jo 1ulod s,,repeoJ orl} ruo4 lrerrr-a aLl} pearou Z
'lreru-o .rno{ e1;.ra1 q
'uorl)as sefrnosag aqlro 99 e8ed uo lro/v\aule4 aql u; suollsenb
aql uo solou a4pl,^l'ssoursnq JoJ ol!r/v\ ol paou no{ ;;eu-e uE }o lulql E I &"e@331*pttegueS
'uorlf,es so)Jnosau aqlJo 95 e8ud uo {Jo^ olue4 aq} u; suollsanb
eq1 ugeBe raplsuof ',(;de.r no{ aroJag 'r(;de.r .rnor( o}lJ^,\ pue so}ou aq} }E )oo-l
'1er'u-a tulalo;;o1 oq] ollof,ar no{'ue8equedo3 uo.r; uasupH src-l eJe no1 S
iuJur^e;
uo urj>iue"rs ;W tJJLGqfuW
AQqQAAQQAE
llllllllll
cop'}s1;-ec1rd
Oreqeuuoy .ra4
{;erecurs srnol
'oLu l3eluos 0] ale]lsaq 10u op esea;d 'uorleLUroJUt raqlrn; ,{ue a1r; p;non^ no{ ;;
'slonpo.rd rno ;o {ue ssnostp o1 ue6equedo3
ur no{ lrsrn o1 pasee;d aq plnoM aH 'leJ aper} e roJ )oaM }xau )Jeuuoc ur
aq ;;rm 'erneutpueos lo} anrleluasatdat sales lno 'ur;1uer1 uosef leql alou aseald
'palsanbe; se 'spoo6 leouloala;o e6uer aneu
rno ro; 1sr; acr.rd e poLloelle eneq I '{lenrqal puZ ;o {;rnbua rno{ -ro; no{ 1ueq1
uasueH rN reoc
spooO ;ecr.rlcolo :]stl acu6 :lcelqng
uoo'raaJOOreqeuuot-d :u-ro"r1
Luoc'JaarOUrlluer;-[ :ca
uoc'raq@l'uasueLl :01
Ke$crene e lJseful phroses
Greetings
Dear Mr/Mrs/Ms/Miss Gillet
Dear Sir; Dear Sir/Madam; Dear Madam
Dear Finn/Margit
Hello Mike *
Hi Jane 
*
Endings
Yours sincerely
Yours faithlully
Best regards / Best wishes
AIi the best *
Bye for now *
Reosons for writing
I am vrrriting in reply to / concerning /
with regard to / about (your latest
brochure).
Just wondered if you could (help me). 
*
I am writing to (remind you about the
sales conference).
We wish to (inform you of a change to
our prices).
fust a quick e-mail to (say hi).*
I am writing in response to your
advertisement.
I would like to (attend the seminar).
I just wanted to let you know (that I can
mahe the product launch). *
This is just to (say thanks for your
c-mail). *
Referring to previouslfuture contoct,
With reference to (your phone call), ...
In reply to (your letter), ...
Nice to hear from you. *
Thank you for your phone call.
Further to (your e-mail of 12th
September), ...
I hope to hear from you ...
Give me a call later on. *
If you would like any further/additional
information, please do not hesitate to
contact us.
I was really glad to hear (about the
successful launch).*
I look lbrward to doing business with you
again in the future.
Drop me a line some time.x
I refer to (your last e-mail).
I saw (your website).
We understand from your e-mail that ...
If you have any questions, please e-mail
or phone me.
I enjoyed meeting you and look forward
to (meeting you soon).
Vocobulary
Key e-moiling terminology
to attach / an attachment
to forward (an e-mail)
disclaimer
format
importance option
Iive link
receiver/addressee/recipient
signature
subiect (line)
Soles ond morketing
adr,.ertisement
catalogue
direct mail
distribution
enquiry
launch
Ieaflet
marketing seminar
payment terms
price list
promotional materials
range
sales (representative/conference, etc.)
trade fair
W I Getting started
" informal
W 
pauels 3ur11a9 I
'slrelop l)"luo) .lno{ aplrro.rd o1 .raqweueg raded 1e)ol aq} u! }Jalpe luo)ar
rraql ol asuodsoJ ur arnqforq e Sullsenbe; {uedruoe e o} llEur-a up a}!JA\ s
2tu11e4.rer.u/soles r.ll!/v\ op ol pult nor( uBe llun aq1 ut spJo/\a r(uuru ,ro;4 y
'luaura8uer;E eql rurguoc ol req/tuq Suqse o
:qrun[ roJ Jeq/rurq 8ur1r,rur I
:lues eqs/eq lreu-a ue o1 Surrre;e,r o
:puo!r, P ol lletu-a uol.ls e o]!JAA t
'lrun aql uo,r1 ese.rqd Jo pro^,\ e qllrr lletu-o s!rll u! sde8 aq1 a1e;duo3 7
a
a
6urqr.i,tt "to) uoseu moA o
ilretu-a ue tul1g.rm uaq/v\ roprsuo) o) paou no{ op }EI{AA IA&etlqAW
yow-a tnol /Aopq sto:ep l)Dlu> tno,\ - atryou&s
pDu ot nol .roJ saSossew Ewwo\uot nploJ o - lott-urlxoq-ut
yow-a Swsn auoeu/os ol luas tueu/n)op D - luewtpollo
es/a auoauos o1 aSossau nol Jo AQo> o puas ol = llDlu-e uD otut auoau;os f ) ol
you-a tnolSwuatat uosred eql - oesseJppD
aSosseu nol Jo tQol aql eunt, not{ ileq/A - au1 pafqns
'3'e'uorlrugep Jtotlt qlrl spJo/ /sLuret /v\ou jo pJofal e daa;uorlsaSSns {pntr5
luelsrssV 6ur1e1rey1
16o1 seuueqop
b
r n o ;o s e ; d Lr e xa { u e J;":l 1'""j : ; T'a'J JH ;'::',:l : ;J T:T1:j:
reuruas 6ur1aryeu lteu ]calp aq] pua]le o1 olqe ue lleql LUrUUoo 
-z
'^lnf qtt L uo llec euoqde;a1 rno{ r
Jourals sf! reoc
reuruas 6ur1e1rey1 :lcelqng
op'Uerurolut0160^'[ :Luorl
uoc'sqd6lautols'uore) :oI
Structuring your message
THIS UNIT LOOKS AT:
I different ways of structuring e-mail messages, particularly replies
I useful Ianguage for introducing main and supporting points (e.g. firstly,...;
os o result of ...) and for directing the reader (e.9. pleose see below)
e *&**x* Look at the e-mail extracts below showing how differentpeople have replied to
incoming e-mails. Match each e-mail to one or more of these subiects.
iir: {:l *:ti ll
ll Dear steve
llrrrrnr, you for your e-mail. Please see my responses in between your requests
ll o"to*.
ll sest wishes
ll rn,,i.
il
ll> Please could you qive me the production frgures for last August? I need to
llsend them to head offrce by the end of the week.
lll',"r'r" on your desk.
I
ll > I need to see all the production staff on Thursday. Can you ring around and
llarrange a suitable time for everyone, and then book a room?
llfhe meeting will start at 4 p.m. and will take place in the boardroom.
tl
[TDear Martin
llanr"o you for your e-mail. Please could you give me a call on extension 343 to
llurruno" a time when I can come and lool< at your computer.
ll r"r, ,."nu,.o,
ll .trn"t
ll - - -originrt Message - - -
ll rror, M. Monroe
ll S"nt, 28 November 2003 09:45
ll ,o, J. cooper
ll srnt".t, Computer problems
ll o",,. ,,n",
llpf.rr" could you tal<e a look at my computer, which keeps crashing? lthink this
llir ,r , result of the new program l've loaded onto it recently to help us l<eep
ll track of distribution.
tl
K 2 Structuring your message
W 
a8€ssour rno{ Suun}trnr}S Z
(;de.r.rno{ o}UAA q
'suospar rnor( e^!c i^\oloq llEtu-o eq1 o1 ,(lde.r
aql aJnl)nrls o) asn no{ p;nom I ost)roxl ug seqreo,rdde aq1 ,o r{)lq11 E Z
'qreo.rdde q)Eo ro sa8eluuapeslp pue seteluelpe aql raplsuo) q
'slrelop reqlJnJ Surureluoo
(1u1o4re,tlo4 'lerxfl 'proM ut '3'e) lueruqce]le ue apr,ro;d pue uoqs e8esseru.rnod daay 7
'ltloleq uorlEruroJur
FluorlrppE apr,rord pue 'lrElu-e eq1 ;o asodrnd eq] scu{ 
^aal 
lsrlJ eql q azlJeurruns €
'e8t:ssaru snornard erp Jo (s)UEd ?ueleler elone 7
dlder.rnol( qlEeueq Ireru-c snor.,lerd eql Jo eloq \ eql epnlrul I
iPosn are 
^,\olaq 
pou!llno
sllpr,u-a 8ug,rn1rn.r1s 1o s{em aq} }o qclqltr.up8e sllpru-o aloqp aq} }e 4oo-l E I
q!D.a-a 8uynpru1g
u0!Seryuaserd
rreog eualaH
s)ueql InJalerO qllM
'{ue ;r 'peau ;;rnir
srollsln aq] 6ulr.llols {1e;e5 pue qtrleaH }eqM Mou) au }al osle noi( p;noo esea;6
'{reraurlr or.l} as!leuU UBO | }eq} os ltstl o1 ue;d no^ seare
Llcrqm Mou) au ]ol plno3 no^ Jt ]t oletcardde plno^ | '08't pue 0t.Z uaamlaq
lsn6ny pJtZ uo 1ue;d aqt punore srolrstn aql Moqs ol OutaaJOE rol no{ 1ueq1
leueu LnoIl rceq
]sn6nv prtZ uo sloltstn :1cel-qn5
[u03'nqr@ueag'H :tuorl
lssarype ltew-e tnoll :oy
'fuenrqa1
\llZ uo luoLua6eueLu pue solrleluasa.rdar ae{o;dLua uaam}aq plaLl uotssncstp
e Jo llnsor e se 'dnor6 6ur1.rom uorlcnpo.rd {q pedo;enap orom salnpaqos MaN
Our;npaqcg ;
1eay1 qdeso;
sp:e6er lseg
rno,{ ur Jle}s o} uorleurJo}ut }ue^alal aLl} preMro} no.{ plnoc esea;6
uotlnqtjlstp t
uorlcnpold 7
Our;npaqcs ;
:s1red aerql olur
popl^lp sr 1; 'aOesseuu stql Moloq punoJ oq uec lrode: eq] ;o {"reuuns y .1loder
uorlcnpo.rd ,{;qtuoLu leuJo}ut orl} }noqe qlref{ Ll} l. l. }o lteu-o .rnoi{ ro; no,( 1ueql
laLlceu reoc
.llun
\
3 What other factors can ensure that your e-mail is well structured? Compare
your ideas with the tips below.
o Reading on screen can sometimes be difflcult, so try to keep your e-mail as short as possible.
The receiver should not have to scroll down too far to read the whole message.
. Ensure your main points can be found easily. Introduce each one clearly (e.g. Firsrly, ...).
o Use short paragraphs which are well spaced. Ideally, each paragraph should contain one main idea
o Direct readers to the relevant part(s) of your message (e.g. See below .. .).
o Consider numbering or bullet points, using headings and sub-headings, or highlighting key
information (e.g. at 3 p.m.). ..:
'a:::I::::::::::L-.,.,.,-''a :::::II:-,::::::I:'
lntroducing moinl 4 Lool< at the e'mail below sent by Johannes Steiner, BTP's Regional
supporting points Production Manager in Germany, in reply to an e-mail from Martin Kilsby,
European Production Director. What are:
I the main points?
2 the supporting points, e.g. explanations in support of the main points (?his is drre
to ...) and the implications of these (This ra,ill leodto ...)?
To: m-kilsby@btp.com
From: j-steiner@btp.com
Subject: February production frgures
7f tttachments: production-march-1 2.xls
Dear Mr Kilsby
Please frnd attached the latest production frgures for BTP Friedrichshafen,
Karlsruhe and Baden, as mentioned in your e-mail of 9th March. I would like to
draw three points to your attention in relation to these frgures.
Firstly, you will notice that production at Friedrichshafen has risen by more than
25%6 compared to the last quarter. This is as a direct result of tal<ing on 75
new production staff at the plant.
Secondly, production rates at the Karlsruhe factory were 1570 lower than in
the previous quarter. This fall is due to unexpected technical diffrculties with
the new machinery for the production line. These problems have led to delays
of up to twelve hours at a time.
Finally, in response to growing demand for industrial chemicals from the Far
East, the Baden plant plans to increase production from March onwards.
This means that the company will need to recruit as many as 1 00 additional
shop-floor staff to cover the extra shifts proposed.
lf you have any questions or would like any further information, please do not
hesitate to contact me.
Best regards
Johannes Steiner
I am writing to remind you
in by the end of the weel<.
Best regards
Martin l(ilsby
all that the February production figures are due
rc 2 Structuring your message
tr 
a8pssoLu rno,( Suunl)nrls Z
"' q+lM slE5p ,r,ra1a( I q del1e;e4
[Jq5ejje Jq; ur a5i ue: hoX sV
-;;ou iiol nblJ(-(:| sluioa ;Ji
QQEAQAECQCECQEQSQCQECC
llll lll lllllll lll lllll 'r olaq lsll or{} o} ppv .e8Bsseru rreq} ro syed lue.raglp ol srepeoJ
lroJlp ol Pasn sese.rqd pu!, pue JpJ os llun aql u! slreu-o eq1 q8no.lql 4oo-l I ,rapDu eql 8urna.r1g
'{lelrlrega ll€Lu-a s.routo}S seuuuqo[ 3ur.rn1en,r1s ;o
sr(eair ,req1o Joptsuo)'g I pue 11 seSed uo € pup I sos!)rexf ol {)eq Bul,r.re;eg 9
'uo!l)as
)xaluoS or{} u! slletu-o aq} ruo4 sese.rqd pue spJo/r^ puol}lppe {ue ppy q
o1 anp,{yw! i
:ri r,i l r:i:j -tl ls i:l-.r l:r*rl lr Si
:of,nporlur ot l!Er.u-o aql u! pasn soserqd pue sp;om pulJ e S
Fp"actice
I ntrod uci ng m oi n points
I ntrod uci n g supPort i ng
Points
I Rearrange the words to make the six main points in an
1 the company firstly plans invest to ncw meichincry € 5 million
2 production harre rtites incretrsed sccondly by 25ol'
3 thcre is products gronring our thir:clly demar-rcl for
4 the company dccided finally 100 has take to nenr on staff
5 company's firstly has tl-rere a change to thc bcen policy
6 linally product will invested be in Si I Otl,tl00 der,'elopment
e-mail report.
in
2 Complete these supporting points from an e-mail report.
1 I apologize for thc dclaSr i1 scnding this report. This is duc to ...
2 We have experienced a number of production problems. This is as a rcsult of ...
3 As agreed,'€ 500,000 r,r,rill be invcstcd in nettr machinery ovcr the next five Jzcarrs,
urhich will mean that ...
4 There's been a recent decision to expancl the plant. This r,rrill probably lead to ...
5 We havc decided to tahe on 2 5 new procluclion staff. This is in responsc to ...
6 On ing 1o ..., thcre u,ill bc delays to the delirreries to the warchouse.
7 Precause of ..., we hope to be ablc to providc a better service in the futurc.
2 Structuring your message
W 
oBEssaLU rno,{ Buun}f,nr}s z
IINN SIHI NO S]ION ])VA CNV IVNENOI DNINEV]I ENOA OI NEN LMON E
illeur-o Jnor( Jo aJnllnJls orll s! real) /v\oH .ualllJ/v\ a^eq no{ leqm uo })oHau t
'llrLU-e rno^ allJAA I
'uorl)as so)Jnoseu oql
1o 1g aBed uo lro^ otue4 aql u! seop! tulyoddns pue uleru,rno{ uruop o}oN Z
')rolv\ roJ al!r/v\ ol poou nor( ;reu-e ue jo 4u!r.lI I {3&t}eptt&suo3
's+urod
urotu lnoA ].'roddns uoc
noA puo PuDq o+ s+lD+
,;;'^;u noA >loaq? dlr qjn 
Poid Jo JFU er .r JPiM-a
sqol,r,r;u 6EL )seal )e.
eJie q51eds5P sPoo6 P5IordLui a
sarlIDeJ r3+Pq .
^+ijeAej 
uoiijn pord"iJq FiLi a-
-raFFrq sJcuij aa;q+ 6urplrnq i
sJi.rotjEJ MJ A *1j7
iueld oi uolsradxJ uaiiii",oiS t
slurod urew SILjIOd DUIUOddN
EEQQEQCCQCQC(CCQCCQQES
ll lllll I llll I I ll I I I I ]) 'Parnl)nrls llo^,\ tlloq
e.re leql ler.ll erns 3ul4eu's;leru-e aql ol!r^ nor( dleq ol /v\olaq salou aql osn
lJEls cql ol euo z
:slsanbe,r cq leq^ op U,\,r. no.{ luql Surur;uuoc;e8euery uorlcnpord eql ol euo I
:slre[u-a o/v\] a]!r/v\ uaql.uled5 ,elrua;e1 u1
1ue;d s,61g;o .ra8eue14 uoll)npord aql Luo4 lleruoflo^ e o1 ue1sr1 g.g { } I
reqpnJ roJ ell] poqrelle eql eeD^ 9
'suorlsanb ;no.,{ go qcee ,{llterlp punol eq uec sasuodscr dW S
'suorlPpuollrluoJor ,sae.r{oldure roJ 
^l.olaq € oes t
'pesrer slurod eql Jo qJEe ur e;e sasuodser.{11 E
' olnpeqos uorlrnpord pelsa88ns eq] ees eseeld Z
'lqBU fren are seuripeep eq] ' e8esseru leur8tro rno.{ ur paluls sV I
"ril lil: qr:.i*4"$-r,:"sl,:t:i 11ilii.l:.\e.!:l$ \.ii+!\."11i*sl ...d$i.*i\ \${-\t:Iti\.{i"r\ui
srrDtrJ-a Sur.rnlrn.llS
'spro^i\ eseql 3ulsn /tlolaq so)ualuos aql u! sdeS aql e1a1duo3 t repDar aql 8u1lca"r1g
Reference Usefulphroses
lntroducing moin ideas
Firstly. ...
Secondly, ...
Thirdly, ...
Finally, ...
I ntroduci ng suPPorting i de os
This is as aresult o/delays installing the
new equipment.'
Output will be reduced because of tlne
industrial action.
This is due to difficulties we are
experiencing with the machinerY
This is in response to an increased demand
for the new product.
This will probably leadto short-term
disruption.
This will meanthat our Production
capacity will increase.
There will be a short delay in responding
owing to the Postal strike.
Directing the reoder
See below for further information.
Figures can be found below.
See paragraph 3 for full details.
Please flnd attached ...
As you can see in the attached file, .'.
Point 4 above deals with '..
My responses can be found directly after
each of your questions.
As stated in your original message
below,...
A summary of the rePort can be found
beneath this message.
Yocobulory
Yisiting a factory
expand/expansion
facilities
factory
goods dispatch area
health and safety (clothing)
industrial chemicals
install/installation
invest/investment (in machines)
itinerary
machinery
plant
schedules
shift
shop-floor staff
Production
capacity
costs
line
manager
operatives
problems
rates
targets
Study suggestion Put new words or phrases on cards,with a translation into your own language on
the back.
d 2 Structuring your message
f{f a8Essarx rnoi( Suun})nrls Z
lo)aoI esnl
spre6oi ]sog
'uoJeqsqcupaul
pue oLlnJSlre) 'uapeg ur sra6eueur uorlcnpord ioqlo aql o] preruoi lltM
I qclqM 'posrer sonssr aq] Jo 
^reuruns 
e ou puas plno3 no^ r! lnloleJo oq plnoM I
'pual]e o] alqe seM
salrs ueLuroD aq] uoJJ ouo ou '{1e1eun1ro;u1 'x6e1er1s oJn}nJ s,dlg o} saoueqs
paurltrno {qs;r; urpe4 qcrLlm ur uor}e}uosard s,Aeprolsa^ lnoqe 6ur1um Lue ;
'Parnl)nrls llarv\ s! llEr.u-o .rnor( 1eq1 3ul4raqr'I1de.r aq1 ollr^A .uol1e1uesa.rd
e 3u;.rnp 4oo1 no{ so}ou aq} pu? }f,EJ}xo Ileu-a Sulrvro;;o; orl} }p 4oo-l ,
'sJorJo IEnl)EJ {ue .ro; }! Iloqf,'ua}}U/\[ eleq no{ ller.rl-o aql sl slt{l
'opnlf,u! ol oleq no{ leqarr uo sa}ou e1e4 '{qslly u!}JpN o} }leqaq
Jaq uo lleur-a ue puas o1 no{ 3u1>;se te8euell uo!})npoJd ;euolSeg sslm5
s,dlg'1p;eq4ung oulypl^l ruo4 a8essatu IleLue)lol e ol uatsll A.A 
L*feI
,{licedec uE ur uorJf,npo"rd o1 peel [fI eq] sa8ueqo aseartur S
asuodse; sr slql q ol e osrJ ur uorlcnpord 7
ur Surfieg esoql {lleug se are req8ueqs ur uorlJnpord sa1e"r q8rq se g
[lpuoras 1se1 ;ead JO,r ol ere y cI ueq] sle8rel .rno uorlcnpord 7
d11s4 ueql palcedxe req8rq sr aql llrerulse ur I
'so)uoluas o{eLu o} JopJo u! spro^/\ osaq} }nd z
rJFeu eLu uor+ln Pord :a1tuunx7y
iuoptnpo.td PJo/( aql q1;rr of leql )!un aql u! pug no{ uP) spro^,\ r(ueu rrrro;.q I
sluar P
LU..loluI PUE sLuals^S
'alePdn o) Paru
<- sorns ul llss lilM
)auralul 3q+ ElA
crrnbold 6uuaPlo
""ui'1rrr'1''1"'1'
, r --,-i-Al
but,uo;r' e r+r'Ll?rv'
ul +se^ul lilM
slso: uotpnpord
raMol o+ paau g
Eers]e^o ,9t IaPoW
+o uolpnPord
e^oLu lllM
aur]le6 l3eluo3 eseald ']todel eql
)348 ur^a)
spreOar lsag
'6Sgt6t uorsuotxa uo lpreq)3rng
]noqe uolleLurolul rotllrnJ e1t1 plnonn nou( 11
'auraf,nl o] ole3olar o] po)se oq uoos lltM lJels uorlcnpo_rd
auos ]eql ueour llrM sil]l 
"raqua^o5 
u(q aso;o o1 ,{1a1r1 sl qsuerq laspg aql
'{cr;od lueulrnroar ,}e}s 
^ 
au aq} Jo }lnsar }colp e se st stql
'auJoonl ur asoq] se aues aLll lsoule are enauag ur uorlcnpo"rd Jo saler aq1
^rMau 
oql q,M paruo radxa sLua;qord ," :::LUt': I;i1::l:f:J:l'il
ramol aJaM 1ue;d qcunT aq] ]e saler uotlcnpo.rd leq] alou aseald 'lpteq>lcJng
ourUe1l\ lo Jleqaq uo 'ralrenb ]sel oq] roJ ]roda.l uorlcnpo.rd eq] 6urqce11e Lue ;
{qs1ry "16 rea6
cop'der-po.rd-dro 
l0
lrodar uorlcnpo"r6 :1ca[qn5
Luoc'd1q61ceq-) :tuorl
Luoc'd1q6,{qslr)-ru :ol
,s&&E&*bt
U.N IT Being clear and concise
THIS UNIT LOOKS AT:
E factors affecting clarity,such as layout and language
I Ianguage for linking ideas (however ...), giving examples (such os ...) and
explaining (thot is to soy ...)
fr*r:{*xq Look at the e-mail extracts below and answer these questions.
1 In A, is it clcar: lrrhat June is writing about?
2 In B, clo r,rrc lcnor,r, n hat is pctstponecl2
3 In Cl, n hat c1o you think are the r,rrords missing from the screen?
4 ln D, do rve knor,r, when the interrrier,t s are exuctly?
5 In E, what jobs are ar,ailable?
To: sales@ivt.ft
From: jari-mil<konen@ivt.fi
Subject:
Please note that it has
Jari
been postponed until 4th January.
Frl, 
your help yesterday with processing the applicationsfor tl're marketino ,.rir[ [
To: alisonjacob@aol.com
From: ml<1 @compuserve.com
Subject: Marl<eting Offrcer interviews
Dear Ms Jacob
I am writing to confirm that you have been shortlisted for the post of Marketing
Offrcer at Ml(1 Consulting. lnterviews will take place next month. lwould be
grateful if you could confirm that you will be able to attend.
Yours sincerely
Jacl<ie Price
Personnel Officer
To: P.Schmidt@lGR.com
From: J.Daws@lGR.com
Subject:
Dear Peter
l've got an appointment to see my son's teacher at ten o'clock in the morning -
that's up in the centre. I was supposed to go today, but she called me up Just
as I was about to drive there and said that she would have to postpone it - not
sure why, though. Anyway, l'm not lil<ely to be back much before lunchtime, I
wouldn't thinl<, so I suggest we meet on* 21st* instead in Room 123 to
discuss NECTP23, if the room's available on that day, of course, but if it isn't,
we'll have to use another room, possibly on the floor below. Could you perhaps
give me a call, or if you prefer you could just send me an e-mail to let me l<now
if you can make it or not.
Cheers,
June
FZfi 3 Beins clear anci concise
as!f,uo) pu€ JEalf, Sureg g
;seul;epln3 eq1
^\ollo, 
{eq1 op }ua}xa }rq^ oI .sa8ed eseq} ruo4 slletu-e oq} Jo o^ } esoor{3
-;.i,::..iii::::::::::::::.a.a,ailr:i:::ar:::::.::rar:i::r:,:i::ii.:.;:::::::::r::::.::ll:ilrii:r:::::t::1::t:::;t ::.:.:::,rr-i-,_r::1:rr:..:...i:r-
'se8erur Jo 
- 
e8rul Surpues plo^V gI
's{url qe,tr e+l >lool ,{aq} - slurod ,{e1 3urur1;epun proAg'r^tuels,{s lueragrp
uee^\leq lle,^A JeJsuurl s,(u,trp lou op sJelcuJ€r{J lurceds pue 8u41ururo;
leql JoqueueJ lng'slurod luugodur esrseqduo ol 
- 
ro ed,(l ploq esg ZI
'tuuds
sr lretu rno.( lurql ol Jolrace-r eql 1uu,{a 1,uop no.( - seurl JEel3 esil I I
'eleudo"rddu eJeq,\\ seseJqd 3uo1 uErD JeqleJ splo,\\ JelJoqs esn 0I
' ,{;esseJeuun ploly 6
'seepr ;no,( esrueS;o ol puD Jo ra^a*oq e{rl spJo,{A 
- 
esn g
',{\ou>I lou .,(uru repuer eql }Eql e8en8uul
reqlo ,{ue pue 3o'eleudo;dde e;eq,rt'suorluuuldxe.ro seldurexe aArO L
'uorsnJuoJ pro^E ol surel ,(e1 go esn rno.{ ul 
- 
eg g
.]eq^\
op ol speeu oq,^A Jeelc lr e{Eru ol stuJoJ qlel elrlce esn'elqrssod oJeLIA
'sJelcEJELIc 0L-E9 lnoqe ot 
- 
euq _rno,( 1rrur1
'uee,^ leq
ur Surceds snoreue8 qlr,tt'(secu4uos xrs o1 rno; '3'e) uoqs es1
'(rununxeru spJo,,\\ 0Z-gl) eldurs pue uoqs rno,{ deey
'pEeJ aq o1 ,{1e41 eJotu ueql sr e8esseru
JnoI'unurururu ol 3ur1lorcs deel o1 elqrssod se lloqs sB lretu-e,rno,( deey I
asrJuoJ puu ruelJ Suraq - aorlrurd lsag
il r.i I
.sasu.rqd pue spJorv\ asaql ql!l^ 
^ 
oloq seul;epln8 aql olaldtuo3 Z
;1no[e1 pue ]ua]uoJ Jo strrre] ur ]soJEeiJ eql sl sl1eru-o e^U or{l Jo qrlq1 t
auorlEruroJur ;{e>1 puu o1 no.{ -ro1 rJlsee lr a)[Bru pJno^\ ]Ilq^ z
'suoseeJ.rnod o,rr3 ,slreur-e oseq] ur uorleruJoJur,{a>1 pur; ol lr sr llnJgJrp .ro ,{sea rao}{ [
'suorlsanb asoql raprsuo) pue ureBe sa8ed osorll uo sllpru-o oql lE )oo-l I
'sszursnq +o
oa;p lnoA q+lM JDlll\!D+
ao rou APt'tt JaNalaJ
aut tDVl JzqurztJzd
ztqtssod JaAaJ?\4M
uo'6,rol Plonv dll-
E
I
C
Z
asl)uo) puo loe1> 3u1eg
{.r&*?€&x"r;35e"i{g
8E618t 81690 uo lueurlredap UH rno ]celuof, ro @
:altsqom lno ]tstn 'satoue3en luollnc lle uo uotleulJoJut lol
i{telalcas ;e6a; o
luelslSSe le3llalf, o
JoSlApe lelsueU+ .
:slsod
luH }e sarcuecen
6urnno;;o; aq] ro] ;euuosred 6urlrnrcer ,{;1ua.r"rnc aJe oM
'leuotleuralul
lnoqe perrnbua no{ qJtqM ut ;reur-e :no{ ro; noz( >;ueq1
u{;;rag s"ry1 ieaq
Giving exomPlesl
explanotions
Avoiding repetition
Linking words
4
1
2
a
b
Look at these two sentences. Which of the underlined phrases is used
to give:
an example?
an explanation?
The meeting is in HR2,that is, Room 2 in the Human Resources building.
I think we should invite a member of the Finance Department to the meeting,
for example Claudio.
5 Look at the phrases below. Which are used to give:
1 an example?
2 an explanation?
that is to say this stands for this means that in other words
such as to give an exarnple to Put it another way for instance
for example that is
6 What do the following abbreviations and acronyms stand for?
li.e. 2e.g. 3re. 4ASAP 5Ltd 6pp 7V1.JI 8PLC
7 Look at these two sentences. How could you shorten the second sentence
without the meaning becoming unclear?
Janet suggested we put the job advertisement in Business Weekly. Putting the
advertisement in Business Weekly is a really good idea, I think.
8 a Join a sentence from A and a sentence from C using a word/phrase from B.
b Which of the words or phrases are used to add information? Which are
used to contrast information?
c How many more words/phrases can you think of to ioin the sentences?
Example:4lso
A
1 We are all busy
2 You'll need to complete
an application form
3 I will put the ad in the
Iocal paper
4 Iappliedforajobat
RPT International
5 I'm going to take the
job at Miltons
6 I nearly applied for the
sales vacancy
but
and
despite
although
However,
In addition,
my colleague advised
me not to.
they probably won't
take me on.
the meeting will still
go ahead.
I will put it in the
national press.
send us your CV
the poor pay.
!l 3 Being clear and concise
as!)uo) pue real) Surag 6
'eepr pooS Ir aq plno^\ >!t))tr\ t1 "t0.[ aw]aaut
)tll fiuut]([]sorl>lulLIl I 'Ioelr\ E ror SurleeLlr eq] euodlsod e^,\ lErl] polseSSns uEqleuoI
dp[ p"rg ]oI Surlacu eql oFpoLIJSe.r
a.{i\ lseSSns I 'pelooq-elqnop Lroeq seq ruoor Surleeur eLIl llrr.ll yta.[ a4] .[o t\ar,t u1
')t.t.ilJ LtrlLt)tlloLtr sJL/l lu slql ssntsrp o] arurl o^er{ a { Iuq} l,uop I
'LIluOru qJEa
Jo 
^EpsenJ 
]sru e ql uo s8urleeru Ielueu]-rpdop ploq o^\ 'slua^a [o as.utot lDtlt.tou aq] uI
"' elduexa rol !\r\oJJoruol epua8e eql uo lol E s,ereqJ I
"' roJ spuels qtlqm a {Jolg Lrr s,SurleeLu eqJ 9
"' .{e,u roq}oue 11 lnd otr'saa.r3op oAe{ {[E dcuele,r oL{l roJ s]uerrldde eql S
""elueJsur
rog 'sr{Epuotr{ uo s8urlaeru lelueulredap rno ploq e,r,r .{q,,r,t suoseer IErc^es ere orcqJ t
"' se qcns '8ur1eeu se1es oql Sur.rnp sanssr lo Jeq[rnu E ssnJsrp ol poou eM f
'" ]Eql sueoru sq; depsrnql dep 11e pe{ooq sr ruoor aJucrc.JuoJ eql dlelpunpoJtrll Z
"' 'eldtuexe ue e,rr8 oJ dlloarroJ uorlecrldde aq] q pcflg se]eprpuer r!\el .{JeA T
'+uJrlllrnrlal JUr]uo
uo aUo aq+'sl lPql THC9TS lcebrd ut 1-red eIEl ol parldde a,teq eldoad e^U{tue^\J
a1fuuax7y
.{;alel.rdo.rdde seruelues aq} o}aldtuoS I
!
,
'sauo ;aldurs t{}lM sPJoM
"""0r., i"ia'd'sasDJqd
ouD gPJo/v\ A'tPssacauun
lno z'roa1 dr1
: 'r(.tossalau
,, "'u* suorlouoldxa
i pueqoroleq sluedrcrl.red etll o11.rot{at atp J'o sarclot
ual )Lll e.rrrB no.,{ plno3 leseald '8urlooru eq} JoJ l.rodet aql go serdor ue} e{eu no.{ p1no3 7
']uelulrnJJeJ sr UorssnJlilp
.tLtlruay luel"rodur lsour eqJ,'epuo8e s,aepol Lro uolssnf,slp roJ surelr eerql erE oreql T
q}!/r^ s)llelr ur seserqd aql Buleelder {q esreuor aroLu so)uerr:'J:.ffi:d , 
t:::;r::;::::,:ri:fr
suollouoldxa
lsalduoxe 8u41g
a3!:&3€,,{d
3 Cross out any unnecessary words and phrases to shorten this e-mail.
Linking words 4 Complete the gaps in these sentences using words and phrases from
Exercise 8 on page 25.
1 Only hall the stalT turncd up at the mccting, .ccgiving a reminder the day
before.
2 Can you take the m.inutes for us today, ]ane? Coulcl you type them up after thc
mccting?
I'd lil<e to hold the intervienrs next neeh. , ne need to give candidates morc
notice, really.
I'll send out details oi the intervien s to the applicants today. , I'll book rooms
fbr the intcrviews.
I'cl given participants copies of the agenda before the meeting, no one
remcmbered to br:ing them.
5 Rewrite e-mail A on page 24 to mal<e it clearer and more concise.
6 Write a clear and concise e-mail to send to your team using the e-mail
below and your handwritten notes.
Cftice Blocl- 9
Subject: Worl< number 308493
Please could you make all of your staff aware pf the following information
below. Please be advised that the followi intenance works will be tal<ing
ly. The power will be down in(OB9ln the frrst week of May for the
[lt",n,"ru,"w's tal<ing or*",n,*o months'time - on zrst septemtrer. ll ll
llu.trutty. Anyway, I'm not worrying about it, not at this moment in time at I ll
llt"urt. They said it'll be in Coventry at a hotelcalled the Leofric Hotel. lt's in the I ll
I city centre, by the way. ll llI
those who worl< the
nightshift not
e ffected
e ,E. irttervie\,vee s ior
the Productron
Oper;tir,,e vacancies
Il.'.:',#l ::.Tfr:""..
ioo f or. TheY moY 
mtss
your keY Points'
g Monday 1st May and ending-Wednesday 3rd May. The works are
t for up to four hours in total overall. ln the event that work is
normally worl< within the building will be affected.
the building will be affected. There are no expected
health and safety issues. Staff are asked to follow any instructions given while
this work is being carried out. Smoking will not be allowed while the worl< is
being carried out. We apologize for any inconvenience caused.
7 You have agreed to meet your manager to discuss the progress of a proiect
you have been working on. Unfortunately, you will not be able to make the
agreed date.Write an e-mail to your manager explaining the situation and
suggesting an alternative day to meet. Check your e-mail using the checklist
on page 57 ofthe Resources section.
expected to
taking place
il;I 3 Beine clear and concise
aslruof, pue r€alr Sulag 6
.IINN SIHI NO S]]ON ])VAI CNV ]VNEOOI DNINEV]'I ENOA OI NENI^^ON E
.l!ELu-o rno{ Jo {poq eq1 o}ug
l! elsed pue {dor';rEru-o }o pupl aues aql a}Urr\ o} arreq no/( otl.l!} }xou or{I S
'(luaunrop pJoME se'3'e) l!Er.u-o,lno{1o }xo} aq} e^ES t
'uo!l)as sef,Jnosau
orllro 15 a8ed uo ls!;4)ot{) eq1 Sursn ,(;;nla,ree l! l)aq),}g puas no{ e.ro;eg g
.l!elu_o oql allr^A z
'(uooe
3ul1eauu e 4ooq o1 '3'a) lro/r\ ro, ollr^i\ ol poou uolJo no{ ;1eu-e u" ro {ulrll IuCI!?ep!!esu&3
'erueuedxe snogle.rd rno{}o sa;duexa errg8 pue 3ul{;dde e.re
no{ r(qarr u;e;dx3'r(rue>en oq} u! }saro}u! uB Surssa;dxa uaarC Ja}od Iler'u-l q
'e'd ,
)€
rud,r,t 7
AtI
iroJ puels suollrllerqqe 8ulalo;1oy aql 4u1tl no{ op lrr{/v\.ller.u-o sp{} ppou € g
uoar9 ralad
spre6ar lsag
)-n'o-T^q€truI6-6lq-
1e sur66rq a^als ol nf loL.l] lteu-a plnoqs ]]els ]o sraquou polsololul
'e'd )SL7 aq ;1rnn lsod aq] roJ {.re;es Ouryels eq1
'(Ludru 99) sllt)s letJelaroas pue
uorleorunuuoc pooO oneq lltM lueltldde InJSSoJf,ns aql .luelstsse 6ur1a1"relu
e ro; acUJo ueqOuruu.rrg aql le 
^cueoe^ 
e aq lltM aroq] q}/ .raqLualdagu.ro"i1
{cuecen leuJo}ul :1cal'qng
)n'oo'^q@uoar6-d :uto"r3
)n'o3'^Ll@,]els-lle :o_L
Reference Useful phroses
Controsting ideas
We are all busy, butthe meeting will still
go ahead.
We are all busy. Nevertheless, the meeting
will still go ahead.
I applied for a job at RPT International,
although they probably won't tahe me on.
I applied for a job at RPT International.
They probably won't take me on, though.
I'm going to take the job at Miltons
despite I in spite o/the poor pay.
I nearly applied for the sales vacancy.
However, my colleague advised me not to.
Adding ideas
I will put the ad in the local paper.
ln addition, I Furthermore, I will put it in
the national press.
You'll need to complete an application
form and send us your CV
You'll need to complete an application
form. You'll also need to send us your CV
Giving exomples
Very few candidates fllled in the
application correctly. For example, / For
instance, I To give an example, several
forgot to sign the last page!
We need to discuss a number of issues
during the sales meeting, such as the new
sales targets and recruiting new staff.
Explaining
Unfortunately, the conference room is
booked all day Thursday. This means that
we'll have to use the boardroom.
The applicants for the vacancy all have
degrees. Toputitanotherway, / Thatis, /
That is to say, I ln other words, they're all
overqualifled.
The meeting's in OB9. That stands for
Offlce Bloch 9, by the way.
Yocabulory
Meetings ond interviews
attend/cancel (a meeting)
be shortlisted (for an interview)
candidate
flll in / complete (an application form)
Human Resources
hold/postpone (interviews/meetings)
interview (a candidate)
items (for discussion)
make (an appointment)
participant
process (applications)
put (an advert in the paper)
recruit/recruitment
(type up i take) the minutes
take place
vacancy
well-qualified
Abbreviotions ond ocronyms
AOB (any other business)
ASAP (as soon as possible)
CV (curriculum vitae)
e.g. (for example)
etc. (and so on)
i.e. (that is)
I( (kilo = one thousand)
Ltd (limited)
PLC (public limited company)
Re. (with reference to)
VAT (value added tax)
p.a. (per annum)
pp (per person / pages)
wpm (words per minute)
Study suggestion Try to expand your vocabulary by recording words with those which have a similar
meaning, e.g. to toke on = to requit;plant = foctory.
E 3 Being clear and concise
M 
asr)uo) pue reolf, Burag g
iroJPol) ll Su PleLU'e.r.rald
ol lleu-a aql allrr!\er '(; 9 eBed) ldprsue.rl aql u! uollEruJoJu! eql 8u!sn q
')col8
llrM 6urloaLU aLil 'uoouralJe MorJoLuo]
V u! Z0 Ll ur )oolc,o o^\l }e oceld o)e]
ylv aLl] ]oau ol palr^ur uoaq a^eq no^
'sre/v\su? .rno{ 4raqr puu en8eel;o) E rl}rr\ seq aJrald uol}esraluof,
oq) ol uals!'l iuEour \)otg v Pu?- zotJ 'wy 4ultl) nol op leq^A'pa^lofor
seq !e1s,o raquour /\aau E'u;p.re[ arrald IIBtu-a oqt ]E )oo-l l"t { F , S \,
.ssa;d leuoll€u orll u!
posluolpe l;luere,r qo[ e .ro1 >;red uol1er;ldde ue lsenba,r o] Ireu-a uE o];JAA ]
'{epun5 o1 {epuoyl 'leearr e sz{ep uenas '0t'S-6
uado sr eur; auoqde;e1 oLlI '0t6gtgt ,6 L0 uo autlloLl tau'ssoutsnBureol
eql 6uruoqdalal {q e;qe;re^B sr s!q} 'sLunro; ssautsnq Jo }stl lln} e o)tl plnom
no{ ;1 '-ro; 6ur,{ldde ere no{ sasrnoo aq} Jo qoea ro} LUro} uor}er}srOer osJnoo
ale;edas e e1e;duuoc no{ }eq} a.rns o)ey! 'Ul6 Z l.f7\ uopsef! 'anuq asolruu6
gt'lau'ssaursnEUJeol ol ruJoJ or.l] uJnlar uec noX uaql pue ur.ro; uorle;1srOe.r
aql u61s 'srq] euop aneq noX aouO ')ur )lelq ur uro] aql ut lltl 'runroj ssautsnq
;eco; rnoi{ uor} r.lroJ uorlerlsr6er e }calloc ue3 no^ '}au'ql'MMM/7:d11q 1e
alrsqaM Jno LuorJ alqelte^e ere sLLt.lol '.ialsrOer no{ re1;e s{ep earq} o} oM} prec
uorlerlsr6at e ontaoor lltm nol 's{ear 1ualal;tp Jo raqunu e ul }au'sseutsnguteol
q]!nn relsrOar ue3 no1 'MolloJ o] paou no{ suor}cnr}sul aq} are asaq} ',(pear;e os
auop l,ua^eq no,{ pue relsroa,l o} }ueM no{ ;; '1eu'ssautsngureol q}lnn ra}sl6eJ
o] paou no{ 'to1 dn u6rs o} }ueM no{ as;noc outluo aq} asooqf, uec no{ aroJag
'llpru-o spllJo ssouoslf,uof, pue {11.regr aq1 eno.rdu; g
dren;qeg q]0T dq seleprpuel aql lnoqe uust)ap a alDLLt ru,{& oM
'3ur1earu s,qluoru lxeu ur pesserppe eq dlqadoq
p,r,r suelqord lo spu'14 asaqJ JJEIs peurlenbqle,u Surpug sualqo.rd Sur,req ueeq e^,e6
deplrg uo nod Lllltr dn Dur\aaut o] pre^aJoJ >lool I
-rnoq ue Jeplrn
lsnt 1se1 flqeqord 11tlu.. 0u4aaur ar1; d,renrqeg {l€ I uo eceld e>1e1 pal Burleeru eq;
'ueq] elqelrE^E
sr euo.{;e,re asnD)aq sr ulsDil aq1 - Jaqrue^oN pr€ Z uo Surleeru eql ploq o1 Suro8 er,a6
'lla^i\ q pelues
e^Eq ol rueas.fuTs t\au aLlJ's{aax{ ol l roJ ,{uedruoc aql lE ueeq a^eq JJE}s l eu eqJ
'pJo/\r auo ql!^\ srllp)l ul sase;qd eq1 eeeldag
'sprom 3uqur1
'saldruexa
'suorler^oJqqeTuoBre I
']no puels slurod ureru "rno,{ e.rns
'(spro,tr 0Z-S T ) Uoqs seruelues rno,{
r,-ii.*i\:l
I
7.
s
t
g
Z
I
'spro^\ esaql 8ulsn .ree;r 3uleq Jo, soulloplnB eql e1a1duo3 I .tv{at}tag
U.1l$1',1.11 Choosing the right level of
formality
THIS UNIT LOOKS AT:
I features of formal and informal e-mails
I factors to consider when choosing the right level of formality
I useful language for being formal and informal
(would you mind...; thonks for...*)
e Oyf *eX* I Look at these e-mails. Put them in order from the most formal ( l) to the
Levels of formality Ieast formal (3).
To: makki.e.rajala@hort.com
From: LaurenMajor@PTU.co.uk
Subject: Your latest order
Makki,
I just wanted to let you know that I got your order today. I'm really sorry, but we've run
out of the blue folders. Can you get in touch and let me know whether red ones would
be OK instead?
Best lr.ishes
Lauren
To: johnmartin@marlow.org.uk
From: Q-Wan@cav.com
Subject: Hi john
Hi
Thanks for your order - got it today. Will send off all the stuff to you straight
away. Thanl<s a lot! J
B4N
Qing
To: m-nathan@nyh.com
From: j.martin@ahorn.fr
Subject: Stationery order of 1 2 August
Dear Mr Nathan
Thank you for your stationery order of l2 August.
I have pleasure in confirming that the goods have been dispatched to you today.
If you require any further information, or would like to place another order, please
do not hesitate to contact me.
Yours sincerely
Jean Martin
Sales Assistant
4 Choosing the right level of formality
W 
l1r;eu.ro;1o lane1 1q31"r aql SursooqJ ,
iurorll ul apnl)u! no^ plno^\
lptl/v\'}ou ll il,es {aq1 op }pq/v\'os}l isl!etu-a leuJo}xa puE lpuJalu! u! asn
plnoqs no^ /$!ltr.uroJ ro Io^al oql roJ saullapln8 {ue aleq {ueduuoe rno^ saoq
'sllD\.1,1-?
l;uo slreuu-e
puJelur l?u.rroJU ut ('t1e )-:) suo:r1ou-re
pue ('r1e '13) suorler,rerqqe leurolul osn
ro^o^ oH 3urpuodse.t ueqa,r e;l1s relrurs
e osn 01 nol :o1 alqelderre s,1r 'nol o1 e Lls
pLUJolu ue esn leq11; 'uos.led reqlo eq1 lq
peprnB eg 'se nJ lspl-pue prpq ou orp oraql
's eLU e leuJoxe ur l11e:adse 'leurJo1 ssel
ueql Joqler oroLu aq o1 Jo1es s,1 q8noqqy
rD\uJo+ zJo\u ul P".sn
uzl+o zJD sz^rssDd oll.
'lretu-e Jno,( ur 1r .(es l,uop'JaDJI E ur 1r ,(us ].uplno,4d.
no,( 31 ',(uedruoJ er{l pue no.( ;o qloq 'uorssetdurr e,trlrsod E se^uel sJno,(
eJns e{Eur os 'plJo,lA orll ur euo.(uB ol pepJE^\JoJ puB p€eJ eq uB3 In?IlI-o uv
(rre '"' prDs uaag soq r1) e;qrssod
oraq^ srlrol e,rlssed proa,y'(rra'l.uop) suorrrerluof, asn osle leu no1 .sp.ro8a.r
tseg pua pue roeelH ql!/"r lreLu-a ue ]rets uer nol teqt suearu srql'e;qeqceo.ldde
pue {puer.r; .reedde ot slr€Lu-a ;;e ur e;lrs leLuJoJur up asn slea,r;e p;noqs no1
'79 a8ed uo slleru-o aqlJo auo q1!/r lruJlxa q)ea
q)le4'saul;epln8 r(ueduor tuo4 ualel /uoloq sp€rlxa aarql aql lE 4oo-I € seullep,ng
'oloq€ 7 uollsanb ol Jol/\sur ;no{ e;edtuor
pue ta8eue4 suolle)lunruruo) e'.rad16 oulror4leJ ol uols!-I t.? q__/il Z
alrEru-e IEruJol Jo
TErluoJur up all-rl\ ol Joqleq/ Surproap ueLIAi\ Jeprsuoc o1 luulrodrur eJB sJolJeJ leq,lu1
asltetu-o lerrrroJ (q) pue lerulolur (e) Io selnlea; prrd,{1 erp luq1,\
Z
I
JePrsuo, ol sJol)Dl
'suollsanb asaql relr^sue pur- Zt a8ed uo slleLu-e aql le >lool I Lx{3t&c}Lxes*jd
Useful Phroses
5 Find words in thee-mails on page 32 to do with'orders and supplies'.
Put them in the table below. Use your dictionary to help you.
Formal lnformal
stuf{
7 What different ways can you think of to begin and end formal and informal
e-mails? Give examples of when you have used each of these and why.
(Look at the e-mails in this unit and in Unit I for examples.)
8 What do these informal lnternet abbreviations stand for?
I2L8 2AEAII( 3IOW 4TIA 5B4N 6CU TCUL SOTOH 9TI(S
lOFYI 1l BTW l2FAQs
5 Find phrases in the e-mails on page 32 to add to the table below.
Forrnal lnforrnal
A Thanking someone Thank you very rnuch
Ior...
B Asking someone to
do something
C Conflrming something
D Apologizing for
for ...
I apologize for ...
tr 4 Choosing the right level of formality
m 
r(lr;etu.ro1 ;o ;ara1 lq8u aq1 Bursooq3 y
LUo3'UqOSJapJo-Uq
:uo sn lreu-o aseald 'Jopro lno^ 6utpre6or sn ]oeluo3 ol qStM no^ Jt ,altLlMueoI!
'i{;alacurs slnol
'0t098t 6t690 uo uorstltp sa3tnros iatuolsns Jno lle3 
",(;enrleurel;y
qf,aag sstf! Jeoc
'e1ep {.lanrlep }uatuanuos e a1uurc
ol pa]3eluo3 aq ;;rnn no{ 'srar;ddns rno Llorj spoo6 aqtr pa^tacar a^eLi aM asuo
,srgss 'oN rapro :}3o|qns
'passacold 6ureq anou st Japlo rnol
'}3a.ilc ug qrtnn lop.lo ue 6urce;d .ro; no{ 1ueq1
(ra6euey1 saorlras .rauuolsn3) saulaN lere6.reyq
uepJo Pa^!a)oJ
E lnoqe llPtu-a uE oleoJ) ol JapJo )f,erJo) or{} u! setua}uos oseq} }nd t rapro pa^!a)ar v
')IO pe^rrre (spoo8 / JJnls) aql ]nq] (no.{ u;ogur / .,itoul no,{ 1a1) o1 lsn[ sr slqJ S
ldese leuef (qll,u qcnol lunpB 1loe1uoc) no,{ ue3 7
i$lueql .,tueru - Buru.roru slql uloJ repro .rnod (pe.Lreca"r / lo8) I €
'd1eq rnof 1e ro.J (qcnru,{.ra,r 7 1o1 e) s1ueql 7
',{elep oql (ro; eaSolodu 7 ,{r.ros dpe.r ur,) 1 1
'()O 7{a€+a€jsTlp.s) acr,l,res oq] punoJ nod adoq 1 :aldurexg
'slal)Erq
u1 esurqd Jo PJo^/\ Iuurrolul lsoLu oql Sursn seruoluas osorll e1a;duuo3 7 aSoniluol loruloJul
laseald 'sJrelep lllluoo rno,{ ruruuoc no,{ uu3 _c
Jepro Jno.{ rol s)lLt9tll tr
.rep;ro rnod o1 ,,(e1ep eLIllnoql li.uLts [\1aa.Lw1 g
2eseeld 'auoqd dq.rap.ro ue eceld IuD) Z
'pessaco;rd uoeq sr:q rapJo rnod ler{} ,uou{ no{i p1 0l pdluDt\ ?sn[ I I
peq:ledsrp ueeq seq reP)o .ttno( +Eqy 6utu-r5|uor ut a.rnseald )^eLi I
'paqcledsrp uaoq seq.rap.ro;no[ 1eq1 iius o1 liddaq u.r_1 :eldruexg
'ese.rqd Iuturo, oJotu e Sursn srl;u1g ur sese.rqd eq1 ereldeg I
a8onBuol lDtttro!
43,?3€"rd
Formollinformal 4 Rewrite these sentences using the prompts to make them more formal.
Example: I'r,c put a copy of our latest brochure in the post to yor-r toclall {A cop5r of ...)
A copy o{ our latest brochure has been put in the post to you today.
I Can you lct me har,e somc more details of tl-re discounts you ol'l'er? (\A/e r,t,ould
apprecitttc...)
2 I place a stationerlr orcler once a month. (A stationery order ...)
3 T'11 cancel thc order as soon as I can. (The order ...)
4 I'm sorry trbout any problems this mtr5r cause. (Wc apologize ...)
5 Write a short e-mail to a colleague you know well thanking them for helping
you to process some orders and asking for their help in the future.
Problems with a supptier 5 r af), {.} You work for a supplier of computer hardware. Listen to a
voicemail message from a customer who has not received an order. As
you listen, make notes below.
b Write an e-mail in reply.
LLLLLLLL-LLLLLLLLLLLLLLLLLLLL
OOOO O O O iDUO OOOOO O DO O oOOOOO \tOO
Name,
Complnv,
Crder no,
order detarlsr
:ftl:llili!,Z*
{ormolitY thot Your
reoder exPects'
EfE 4 Choosing the right level of formalityE
re 
rgr;er-u.ro1 ;o leael 1q31.r aq1 Sugsooq3 p
IINN SIHI NO S] LCN ]>VA CNV IVNENOI SNINEV]I ENOA OI NEN-LMON E
;{;}uelsgsuor rQr;eu.royJo lo^al s!ql pesn no{ are;1
ialelJdoJdde {11;eu.ro1 }o la^al eq} sl 'ue}}!r^/\ aleq no{ 1rer.u-e oq} 
^ 
o!^au €: 'zsn
:
il no^ Alrloru.lo; +o P^al
', ,qt'li'*"*srsuos 28 dlr
.l!Ptu-a aq) ollr^A z
'uo!l)as sa)rnosou aqlJo gg a8ed uo IJo/v\oLuE{
eq1 Sursn lletu-a rno{ erederd 'Iro^r\ roJ e}!r^ ol paau no{ ;rer.u-a uE }o 4ulrll I {11&x&eptte${"i,s3
)uerl eJeqreE
vt.L
's.ropro e1d11;nLu Jol slunoosrp ssnf,srp o] 'noz{ llrM rllec e aut antS
'lapoLu oues aql lo Sl )o! repro dn-nno;;o; e ace;d o] a)rl plnom a6'r(ltduold
os ( t L0Z lepouu) sdLuel yg ro, rapro lua3or rno 6uuenr;ap JoJ lol e s)ueql
uoqLuel .r!\ reac
ilualslsuo) aroru IrELU-a oql elpru o1 e8ueqr no{ p;nom }EqA[
1{1r1er,u.ro; }o Ialal oq} sl }uo}slsuo) /r^oH ' 
^oloq lteLu-a aq} }E 4oo-l g
'Ot) rp'ae
1nd 1ra.r.roe s! ou!l e Jl 'lretu-e aql Jo 1q31.r eql uo aeeds oql u! ueql oltr/v\ pue
spro^ erlxa aql purJ'r'uaqt u! spro/v\ rrlxa aAEq seul1 3ulalo;loJ aqlJo errlos I
LI
0I
6
I
I
Cl
!
b
c
Z
I
sorl;eg or6.rorg
,(;arecurs ,{lan slnol
'ureOe erour ecuo esr6o;ode o] a)tl plnom l
'posneo uoaq eneq no{ }eq}
osuoruanuosur ,(ueLu aql roJ uorlesuedu;oc
alqelrns e5uetrc o1 X;yoqs noX lceluoc ;;ran
']uelsrsse uorlcnpotd rno oqM ')oelg atssaI
'uorleOrlsenur llnJ ]soru e oq lltM areq] noX
oJnsse I lnq llnel ]e sr oqM,{es o1 }ax }ouue3 |
'aunf pr€Z uo sn qlrM paceld prp no{
rapJo aLll r.lllM pocuauadxe uaaq aneq
no{ suua;qo:d oq} }noqe JeoLl o} ,tros Lue I
luerD r[! reac
rapro 6urssr6 :1ca[qn5
ruoc'ourll[uosorlloH'3 :tuorl
t;'eulOluerD'oOn;1 :o1
Ref,erence lJsefut phroses Yocobulary
Thonking someone Orders ond supplies
Thank you very much for (your reply). cancel/place/process/receive/conflrm (an
Thank you for (your e-mail). order)
Thanks for (your order).* client
Thanks a lot (for everything).* contact
customer
Asking sorneone to do something 
customer services
would you mind phoning the suppliers' 
d"rruery (dateiterms)
Could you confirm your contact detailsi 
discount
Can you get in touch about your recent
order?* disPatch
get in touch*
Confirming something goods
I have pleasure in confirming (that the r !r -.
goods have been dispatched). letter of complaint
I wish to conflrm (that I have received order
your order). run (out of)*
I just wanted to let you know (that I got service
the stuff).* stationery
Apologizing for somethinr stuffr
Please accept my apologies for (the suppliers
service you have received)' 
Messoge obbreviotions *
I would like to apologize for (the delay). 2Lg too late
I apologize for (the problems you have
had). 
- AFAII( as far as I know
I'm really sorry, but (we've run out of B4N bye for now
folders).* BTW bY the wa5z
CU see you
CUL see you later
FAQs frequently asked questions
FYI for your information
IOW in other words
OTOH on the other hand
TIA thanks in advance
TI(S thanhs
* informal
4 Choosing the right level of formality
(1) spooS:(1u t) Jo to1 o:() nt&at o? :(lur) lnrs '3'e ,(1ur) teurJolur
"ro (1) leLu"ro1 e"re laqt Jaqlaq/v\ elou 'sesarqd pup spro/v\ /v\ou pro)al nol se,os;y
auoeuos ilel 01 - / ou\ euoewos lel ol
auoau/os DDTUD 01 = euoeuos Lll!/A q)nq ul le8 ol .3.e
'uorsJol leLuJoJ aJour Jtaqr qll/'l JeqlaSol'suotssoJdxa lptuJo1ut Inlasn,o pJofal e dee;uollseSSns lpn15
![ 
I1;;eu.ro11o gerreg 1q31.r aq1 tursooq3 7
'repro l)oJJol orll JoJ surJal {.ral;;ep oq} 3u!ruJtruof,
pup JopJo 8uo.rm aq1 tulpues .ro3 8u;z;8o;ode 1ue;;r e ol llpru-o lrotls € aIUAA ,
'{1;;eu.ro;1o ;erre; eleydo;dde uu 8ulsn
lletu-a oql olu/r oJ uaql'(Z€ e8ed uo g g;eu-e) s.ral;ddns s!r{ ruo4 po^lo)or
aq ;lpru-o uE lnoqe en8ee;;oo e o1 tul>;eads u1ye14 uqo[ o1 uots!-I t.t 
LF f
@D1oX o3)
(no
--."--------_--=
/,\
q:':':'-,
/-
G)
-r"=-.--\:
)
(::-)
llYl..-,)
---,----'--'_-.
(3ar8a; o1
..\\-- 'J
--\ r'\
( vrnor u; +es or )
\'------l
/--..--'_--.-.-".-.--'---..
( puas o1 ) \,/
-r-_-,__,-_,-/
uled qree ug eselqd Jo pror/\ pruJolu! aql ql!q^\ pue IpturoJ aql s! q)!q^
op!)ep uoql'Z€ e8ed uo sllrtu-e aq] uo4 sase.rqd ro spJo^i\Jo s.r;ed eq1 pu;1
alqrssod sp se qrnol uoos ur uec 1aB nod
Jepro eql nod luas e ,J peluem 1a1 o1 1sn[ a,rou1 1
1s11 ecr;rd.rno palepdn ;o ddoc rue I E 3u1qce11e
peqrledsp seq ueaq repJo leql rnod ur Surur.rguoc l aneq ernseeld
pasneo due ecuelueauocur ezrSolode JoJ eA
eql ul sl 1Yr1 Pepnlcut ect'td
etu o? o?Elrseq lceluo, lou op eseeld uorleu;o;ur.{ue no.,{;r ppo,rl a>III JeqUnJ
.rno[ repro o1 Sur,rrece.r >lool pre^ roJ I
's.re;;ddns q1;al 3u;leep pue tul;ep;o
ut osn.ro1 sese.rqd pJppuels o4eru ol JopJo lf,oJJof, aql olu! spJo/l aql lnd
)
-'---------
( l,p$.{o} o} )
\./-'\--, *---"/
8
I
9
s
t
€
Z
I
I ,\ alAau
Getting the tone right
THIS UNIT LOOKS AI:
I the importance of making a good impression on the recipient
I useful Ianguage for being polite (Sholl I ...1of course you con ...)
I ways of altering the tone of your message (highly ...; guite...)
Context I Match each e-mail I-3 with a responseA-C.
Responses
Would you mind if I took 1 3th July off work? l'd really like to attend a sales
conference in Brighton.
Regards
l've got some free time this afternoon. Would you like me to help you to
arrange your business trip to Paris?
Best wishes
l've booked your hotel accommodation for next week, as requested. l'm
attaching details of the arrangements. Please could you confrrm you are happy
with them.
Thank you
I don't really need any help. I can manage just fine on my own!
It looks like you have made a mistake. I asked for a room with a shower, not a
bath. Sort it out as soon as you can, will you.
NO, YOU CAN'T. WE'RE FAR TOO BUSY THEN.
tr 5 Getting the tone right
lf,l lq8!r auol aqr Surrlag s
: 'puelsur euoqdolal eql esn Jo Surlaelu eJe-+-ol-eceJ E eAEq -
i ere qorq,r suorlenlrs JoJ Iruu-e Sursn pro,r.u'eldruuxe rog 'e8esseuu;no,{
r Surlucrunruuroo Jo poqleu eleudo.rcldu lsoru eql sr Iruur-e Jeqleq,\\ Japrsuo3 g
i .(1uo 1nq'((:) 'c1e'suocrloure's,,(e1tus asn ,(uur no1 L
i
i ol Je1eq s.11 '(.3ururug,) puur-e ,(r3ue ue pues l,uo6J g
leql uorsserdur aql se,tr8 11 'sJellel 1e1duc ur e8€ssetu aloq,^A eql elrJ,^A l.uocl
puu JepEeJ eq] qlr,l.t. e,tuq no.{ dqsuorleler eql lrns ol euol'tnof ldepy
]ou sr oreql' ('c1e'euoqdelel
'eceJ-ol-ecuJ) uorlecrunuruoc Jorllo qtr.\\ elrlull 'euot Jno.{.+o InJerBc og €
' ol pepJe,4AJoJ eq UBJ
pue pJoceJ lueueu;ed E sr lreu-e JnoI'elrJ,rd no,( 1uq,u lnoqe ,(11nge.rec )urr.{J Z
('no,(
uo"r.1 esuodser [[nJ E toedxe o] uoq,r ,lo.ou1 uos;ed eql tel o] e8esseur uoqs e
pues 'ocuofJo esnec ,(eur ]Eql Ireru-e ue;;o SurqsnJ pro^B o1 pue 'elqrssodurr
sr srql eJeqA) 'srnoq Jno.+ urqlr,la slruur-e IeuJelxe 1e o1 ,(11n1 puodsey I
's))eJlxa
aql u! sde8 eq1 Sugla;duuoe;o srfuru ror.llo Lurolsurerg 'xoq aql ur sese,rqd
aq1 3u1sn ,(e;;od lluLu-a ue LUor, )f,EJlxa 3u;mo11o1 aql u! sde8 eq1 e1a;duo3 t A>ltod
;elrsse.r33e Jo opnJ Sur.reodde ;o'1re;rp oo1
8uleq 1noq1r/v\ slletu-a ssoutsnq >;r1nb'1.roqs e1!J^ ol l! pu!, nor( op {see mog I
;{;1uere.r lues nor( slletu-a o/v\} aqlJf,sap o} asn plno/u
slueldgre,r aql 4upll no{ op r{)5tAA iLuorl}}o q)ea aqpf,sap o} osn no{ p;noal
selrlre[pe asaq] ]o rlllrl/v\ '{;1uare.l po^!a)oJ ereq no{ slletu-e o/\a} Io >;upll I
E
n
'J2P02J
;noA uo uorssaldut
ooo6 o alotu Puo
'^'*';;1,3I,,f:TJiit
auol
!-is!&s&{'es{}"*d
'slleLu-o or.ll lnoqe ples slue;d;ear aql lpq^\ ol uols!-I ;'g 
LJP 
q
C-: l: 4-i O-: (-:)-:(-:
'suoseoJ .rno{ elgg'uo)rloLue ue osooq)
ig7 e8ed uo sesuodser aql,o q)Ea pa^!o)e.r no{11 ;ae; nor( plno^r\ 
^,\oH e Z
'uorl?zs a)ua)a+ad
aq1 ur (sAalttus)
suof r+ol'uz 2q+ Jo
6urupattt 2q+ llzq' dlr
Oflrering cnd osking 4 a Look at these phrases from the e-mails in this unit.
1 Would you mind if I tooh l3th Ju\, ofl' r,r,ork?
2 Would you like mc to help you to arrange your business trip to Paris?
3 Please could you confirm you ure happy with the arrangements.
Which phrase is used to:
A ol'ler to do sornethingi
B ash someonc to clo something?
C-' ask to be allowcd to do somelhing?
b Now Iook at the phrases below and decide which category (A, B or C)
each belongs in.
I Would you cancel mlr hotel reservation lor me?
2 Do you mind if I make a change to my f66i111*;
3 Shall I arrangc ibr a taxi to pick us up liom thc airport?
4 I r,vould be gratclul if you could send the invoice directly to me.
5 Can you orgarnise my transfers, plcasci
6 NIay I amend my hotel arrangements?
7 Let me mcct ys11 at the airport.
8 Would you mind calling the conference centre to confirm our arrir,al time?
9 I could meet y6tr at the station if ysq 11L".
10 \rVould it be possiblc to chnnge the tirne of my flight?
Dr"rcct/sndinect
Tio Don't be uPset bY
ili:'"'::'^T'.:ffi:.-o.u 
luat more 
direct
thon others'
E
1
Which sentence in each pair is the most direct?
a Sort out the arrangcmcnts lbr rnc, r,l.ill you?
b Pleasc coulcl you sort out thc arrangements lbr mc?
a I nccd you to help mc rrr,ith thc rcport.
b Would you rnind hclping me lt ith thc report?
Getting the tone right
-EI 
]r.tdrr auol aql Eurllao q
"'plnoJ eM s
"' tll e>l{ }r{E1tu no1 7
"'ueJ eM €
pinoqs a1doe4 7
"' lsnur ereq auo,,{re,Lg 1
'slduo.rd
eq1 e1e1duo3 1{ueduor;nor( Sururo! eer(oldue 
^,\ou 
B 1;a1 no{ plno/vr lrrl1 f sarnJ 3u1t1g
'ure8e en8er4 o1 oB -' p,I g
;go [epsan; c>[El l,uptp no,{ reqle"r pJ I
'lnJesn lEql l,usE^\ srrEd ur esrnoJ OqJ g
'lnJrepuom lou lnq 'esoddns I 'eJru 
- 
se,u drrl cqJ S
'lsedepng ur IeloH uolllH eql pueuluoJar I I
.peloadxe 
I uEql relloq sB^\ Iclorl cqJ t.
'poo8 
- 
lou s,leloq eqJ Z
'aluereluor eql lnoqe -rerlree pres nod leq,!\ rlll^{ oa.r8esrp 1 1
,.1..t:r..r
'xoq oql u! spro/v\ orllro ouo 8u!sn /y\olaq sof,uoluas eq1 a1e;duo3(.
("' y ingale;8 eq plno^r I) '6St6€ Sgt €i OO uo aru 8urxe.;.{q uorle,uoser dru tu"rsuo3 g
("' elqrssod aq lr ppo1,1) Mer^ E rlllm ruoor E lue^\ J I
("' ruaes l.useop ilq Ialoq oqJ) 'lflq 1o1oq;no,{ pred l,ua,req no1 9
("' no.{ plno1'1) 'o,ree1 no.r( eroJeq srred roJ slrulep }Ju}uor ;no,{ sn a^Ee.I S
("' putru no,,i ppo1,1) 'no.{ 11.rlr 'lq31g,{ur IeJueJ }
(" no.,i ue3) ,{epuo1,q uo g€'0 [ ]e Uod.rre erll tuo{ dn eru lcrd oJ txel E pJJrr I I
("' nod plno6) 'ernqtorq Ie loq lsclel rno.{ eru pues Z
("' ptnol) 'ruoorqleq ellnsua ue qlrm ruoor e18urs e lue^t J I
'sldr,uo.rd aq1 Sulsn l)arlp ssal tuorll o4eru ol 
^ 
olaq so)uoluos aql olp/$au I
euol aql 8uya4y
I '6urPuouaP
oot Jo zpnJ sllD\u-z uMo
-rn-o,t 
pu,+ plnoM JaPD"J
;;;;;6 'raPrsuo2 
dt1
,]
so^rlDUJalrD alrrod
a)rlf PJJ
'lu'P I le OAEel lsnlu no[ rF 'Iu'B I lE a^Eel ppoqs no[ I
'sue1d tno.{ qllm aor8e .d1a1a1dtuor 1 6 'suu1d rnof q]1,n eet?e y 1
'luorueluoJ,{-re,r lou s,lI e '}uJrueluoJur s,lI 9
'qlunl
.roJ aru 8ur1ceru,{1quqo.rd s,on8eellor,{ry 9 'qrunl JoI ctu Surlaaru s,en8ecllor .{11 c
'lolsrrg leloH aql pueurroJar.dtqB1q J e 'Iolsrrg IeloH eql pueuuotar I t
'uru 6 le dn no.,( >prd 1q31ur I rF 'ure 6 1e dn no.,( >1crd 1,1 g
'ureporu,{1;r;e; s1 1.rod;re eqJ e 'urepour sr lrod;re JqJ Z
'eapr poo3,{.re,.r. u tou s,ll e 'eopl puq E s }J T
2a8esseuu s.rollr/v\ aqlJo q13ue.r1s aql ol op seBueqe osaql op lert1[ 9 aSosseruJo qfue.rr5
Polite responses 4 Match each question with a short but polite response.
i*ff:n",:l:a: '
or rereod it Yourselr'
C
5
5 How would you make each of the responses on page 40 more polite?
May I take part in the eJearning
training course in Gencva?
Do 11611 mind if we htrvc the sales
conferencc on 13th]uly rather than
7th? It'il mean staff from the Ntlunich
branch carn also attend.
Would you mind if I took a day off
work next nreek to attend ptrrt of the
proiect management conference in
Berlin2
Shall I mcet the visitors at thelr hotel
tomorrortr?
Would you like mc to phone ibr a taxi tcr
tal<c the visitors back to thc airpor:t
tomorror,t evening?
Would ],ou like mc 1o book your flight
and mal<e a hotel rcservation for 1,our
business trip to Helsinkl?
Thanks lor asking, but Shelly's already
called.
It's very kind of you to offer, but X{ark
has alread5, agreed to pick thenr up.
Thank you for your olf'er. It would be
really helpful if you could organize
errcrything lbr me.
By all means postponc the event for a
nreek. It sounds like a very good idea.
Of course you can attend. ]ust let me
[<norv when this will hc.
I'd rathcr you didn't take Tucsclay off,
but any othcr day would be finc.
6 ,{ } $.3 Listen to a voicemail from a member of your team and write the
short e-mail as requested.
7 Write complete sentences usingthese prompts.
1 I / pich/ up / clients / you / like.
2 you / cancel / my / hotel / reservalion / me?
3 possible / change / my / flighti
4 mind I help I me / report?
5 I / rather I you I not / take / holidav / norri,.
re
[iI 5 Getting the tone right*
m 
lqBu ouol oql 8ulllac s
-LINN SIHI NO S]TON ])VA CNV IVNENOI SNINEV]I UNOA O-L NEN] 
^^ON 
}
iauol aql aqlJ)sap o1 esn no{
plno^ sallpefpe ]eq11'uo]]!rl^ aAEq nor( ;teu-e oq] proJ o] auootuos 4sV ,
'l! asn nor( se go ase.rqd q)eo {f,ll t
'llpr.u-a;no{ ul asn o} }!un slq} uro4 soseJqd e1;1od aaJq} asooq)
E
Z
T
(.
'?uo+ +o q16ua't1s
'-'l:l'j,t*:lffill:1
rDr.lM +noqD 1urq1 oll
'IJo/\ roJ allrr\ ol poou no{ lruru-e up }o lulrll I!'re!$sp!Nesu03
saqsrM lsag
'{epo1 ,uorlepour.uo3lv a1erodlo3, ;o {doc e pelsod eneq ;
suetlltM rN reac
eprn6 uorlepoLur.uooov :1cal'qn5
'MOu)
uoJnel
au lol lsnl
uorlels aql ol Ull :1ca[qng
zuut )eeo
'e1t; no{ Jl arul} aues oql }e uot}e}s urer} aq} o} no{ a)et plnot I
sqlgluD ]ed
,(;alacurs slnol
'1r pa^rooar aneq no{ }eLl} rurquoo no{ p;noc esee;4
')rom JaUe umol olut oO o1 1o6 en,1
'ouo q)Ea o1 {;de.r p;nom no{
^ 
otl oP!f,oP uoql'slletrl-e eleledes o/v\l alEoJf, ol sa)ualuos osorll e8ue.r.reeg g rapro 1o>fio1
ReSer"eme:e Useful phroses
Asking to be ollowed to do something
(ond responding)
May I (alter my hotel arrangements)?
Would it be possible to (change my flight
time)?
Do you mind if I (pay later)?
Would you mind if I (took l3thluly off)?
By all means (postpone the event).
Of course you can (attend the session).
I'd rather you didn't (take Tuesday off).
I'm afraid you can't (have the whole day
olT).
Asking someone to do sornething
Would/Could/Can* you (cancel my
rescrvation)?
I would be grateful if you could (conflrm
the time).
Please could you (organize my transfer)?
Would you mind (calling the conference
centre)?
Offering to do something (ond
responding)
ShallI(orderataxi)?
Lel me (meel you al the airport).
I could (meet you at the station) if you
like.
Would you lihe me to (help lzou)i
Thanks for asking, but (she's already
called)."
It's very kind of you to offer, but
(someone has already done it).
Thank you for your: offer.
Vocabulary
Business trovel
arrange/arrangement
arrival time
attend (a conference)
bill
book (accommodation)
business trip
cancel/change/make/confirm (a
reservation)
conference
flight
make (a mistake)
organize (a transfer)
phone (for a taxi)
pick (someone up)
singlc/double room (with an ensuite
bath/shower/view)
sort out (a problem)
Smileyslemoticons
:-) = happy
:)= smiling
:-( = sad/Irowning
;-) = winking/flirting/johing
:-O = shoched
:-) = sarcastic
:-/ = thinking
:-D = laughing
* informal
Study suggestion Keep a record of useful prepositional phrases, e.g.
to take port in (o course);to pick someone up (from the stotion);to toke o doy off (work)
Also note down useful word partnerships, e.g.
to ottend (o conference);to book (occommodation);to concel (o reservotion);to orronge (o trip)
K 5 Getting the tone right
W lq8u ouo] aql Burllog s
'aPEtu erreq no{ so}ou ua}}!r/v\puErl aq} osn .8ul>;ooq e olrl.u o}
IaloH JgH aql ol llpru-a uE ollr11.slJud ol dg.r1 ssaugsnq p uo SuloB e.rB no 9
I ii.,:) i\l
' ,\olaq olqEl aql e1e;duo)
ilo^eJl ssoulsnq gllm op ol pu!, no{ uer }!un oq} ut spJo/v\ a;oru {ueuu /v\oH S
suaI
no{ 1ueq1
'tuooJqleq 
-o 
S ue qltm ruoor s, e o>ltl plnom l,e;qrssod
Jl 'atu JoJ 
-e 
g azrueGro pue J 7 ,{Lu looq p;noc no,{;r ;n;a1el6
aq plnoM | '^ln[ qlg L-q]€ [ LxoJJ ] ; ssautsnQ e uo sued o1 6urob u,;
olJaI! reoc
'l!Etu-a aql u! sde8 eq1 e1e;druo3 y
ueH
{q - no,{ lltM rssoippe
la)cr] urnloJ e poou I
pureS reac
')f,arlp ssal 
^ 
oleq llEru-o ol.{} a)eN €
"' ot tuE,tl I a"'I ppo.) i"' I,{etr{ a"' I JI )IO 1 sI
'41;;od lspal aql ol lsoLu eq) ruoJr';ap.ro u1 sese.rqd aseql lnd Z
uorlEpouuroJcE >looq IIEqs Ieloq eq] I g
eseeld Suqooq rnod.{eru l eaeq oJueJeJer c,
rnol eql >1eads o1 p,I DIII o1 eptn8 p
1q31g;e1e1 >lool JI plnom relel I puru no,,{ e E
IEArrre 3o.rno,{ eurrl urruuoJ nof eq] plnor Z
e rxeJ aru no.( plnont aIII ol IIeJ I
?apro llarJo) eql olu! suollsanb oseql u! spJory\ aql lnd I
leloq 
o) Yodrre t"'ll'i',}l :
(r1oo"l elFuls ellnsua '
'uec no{;r {epu1
auoq {u; o} }r puas 'lsn6ny Ll}g L uo }rnl)uerl ol
.{&at&aw
U, N.l T Checl(ing before you send
THIS UNIT LOOKS AT:
I the importance of accuracy in your writing
I strategies for avoiding careless mistakes
I typical grammar,vocabulary,spelling and punctuation mistakes (since/for;
present si m ple/continuous; make I do, etc.)
e ***ext Look at these e-mail extracts about forthcoming training courses.What initial
Exomple e-moils impression does each one make on you the reader? Give your reasons.
I have sended you a list
session.
of what the materials you must to bring to a training
To: Joan.Alexander@crete.fr
From: Simon.Williams@crete.fr
Subject: Sales training date
Pleiase note that the postponed sales training will now be held on Thursday
But 13th is I Fridayl ebruary, in Room 314. lwould be grateful if you could let me l<now as
soon as possible if you can attend.
Thanking to you for brochur. I like assist conference
I am r,r,riting to accept your invitation to give the opening speech at the
'Training UK' conference on 24th July of this year. The title of my speech will be
'e-publishing/e-learning' and r,r,ill last approximately one hour.
To: Janis.Parsons@comp.com
From: W.Smith@43HU.co.ul<
Sub.1ect: Training materials
n_(// f raining _materials.doc
To: M.Singh@drt.fi
From: Jon.Smart@men.com
Subject: Conference
To: P.Dawson@trainuk.com
From: S.Bass@internetuk.net
Subject: Training UK conference
ro 6 Checl<ing before you send
ffE pues no,( aroJaq 3ur>;:aq3 9
'llEr.u-o aql ul sJoJJo
uollEnl)und pue 3u!llads teturue;8 Jo soldtllexa pull la8en8ue; oql (q) puE
uollEurJoJu! aqf (e) sr alern))E /,\ oH'Z osr)raxf u! lletu-o aql tp ure8e 4oo1 t a)ueretuo)
serd 0g:9 t-09'tI
eelJo] 0g:rI-00:rI
Surcue;e;uoc Jruortcele olur r{creesed, - (qtE uoog) doqsyol6 00:7-00:€ t
qrun'I 00:EI-00:zI
,3ururee1-e ur sluerudole.\ep tuore6, - GZS ruoog) doqsryo16 00:I I
(119 uroog),{.reue14 00:0I
r)(lot.ro q41 [upt.r7
srred'puBrD IeloH lreqotco 
0I-g
sseulsng rog 8ururcr; eulpo
';1r sr :e>;eeds e;drouud eq] sp 'palla3uec uooq seq 0t:t L ur doqslronn
aql'I L€ LUooU ur aq llrM pue >lcolc,o uanala ]e ue]s &eua;d eq]'r{epu1 u6
'{epr"r; ro} ol}}ll e ore araq} 1nq {epsrnql pue {epsuenl
.ro; {raurlr oLll ol s}uourpuaLue o}nurur-}sel Aue arc alaql }eLl} 1ou esee;d
lsanber prp no{ se ,(epr"r1 .ro1 uuer6o"rd aouoraJuo3 leu+ aq} paqoe}le o^eq I
'arqoloo OL-L wc:; srred ur ece;d 6ur1e1 st ]eqM
'ecuare,ruoc ,ssaursng lo; 6ururell aurluo, aLl] loj buuelsrOal .ro; nor{ 1ueq1
is;ezlue8.ro aq) ql!/v\ Ay.rcp ol poeu eq 1q3;u leq/v\
ipesluo,rd se/v\ lPq/v\ o^raf,oJ rallel aql saoc' /\olaq sluoLun)op otl) lE loo-l
'99 e8ed uo ldl.rrsuerl orll ur sroli\su? .rno{ 4req3 q
arellEJ JLII ol pelnru-c 0q IIm\ IEqM t
i lnoqE ITEr cql sl ]EqA\ r
,ller eql Surleru sl oqr4v\ I
';;er euoqdelet s!q) ol uals!-l I " t
IID) auoqd
V 1i r -t ar,t.y {rr;,1}ri s
Opinions 4 Look at the extracts below from company guidelines.
Holrr n ell did thc e-mnil r,yritcr in Exercise 2 iollovrr what is suggeslecl?
Why do you think accuracy ol language and informartion is important in business
e-mails?
Do you follow these guidellncs?
Reread the e-mail carefully, or get someone else to read it, to check you've told
the recipient everything he/she needs to know - and you've got your facts right.
If a meeting's on 14th and you write 1 3th, the recipient's going to turn up on the
wrong day.
Check for typing andpunctuation errors. An e-mail full of sLLCh errors
catT nTake a bad. impression on the most patient reader * and can even
lead to misunderstandings. lf it's importctnt enough to send, make sure
the reader under stands ll lLn' messag e!
1
2
Il"Ti'r'I",'^tT'?lt
' 
rl, [' a,t + u' u"' es b ei w z,en
it, ond it's, for exomPre'
Any wrter can mal<e mista<esbut t's
important to try and limit these, Before you
send your e-ma , use the spe /grammar
chec<. Aternativey, use your dictionary
and/or a grarnmar boo< to chec< anyth ng
you are not sure ol Phone or send an e-mail
to checl< any,lhing you do not understand.
Y{*Pf ,? &
lnformotion
I u * |! &,? Listen to a conversation about a training event and make
notes below.
b Check your answers in the transcript on page 54.
2 Now read the e-mail below and correct any information mistakes.
IT
ll ui oirn"
llff.rir ir just a quick e-mail to let you know about the sales training event. Mike's
lljust tolO me it's now going to be on 16th March, not 13th April - | think it's a
llTuesdaV. lt starts about eleven and will go on until about frve.
ll Best wishes
ll r-",gr',
I
LLLLLLLLTLLLLLLLLLTLLLLLLLLLL
D iD O O O O O O iD iD O O O o O O O O O O O O O O O O O iD O
tve ttt,
DJ ie,
Time:
Tio Be Precise obout
times, dotes' etc'
L]
6 Checl<ing before you send
M 
puas noi( arolaq Bur>;raq3 9
,. ..,.,.,.,.,.,,.,..:r:::a:-,-...
., iu"t{+
uJDzl o+ 
"^Dq 
+snf
"o,l'Jfu^:1::l1i:'J'
sAoMlo aJo'aslUaAPD - 
sD ufns 'sPJoM zulos
.,;^:l;x.Tlffll;:1
' azt- ldacco tvlou
aldoad Auotu *uIi:)'
so 6ur11ads qs116u3
uDrrJaurv 1q611q61q 
11 11
;;,'"dlgjllaHlA
1as noA rrrri::l::l:
erlEeql/relEeql 6
roqEI/rnoqr?l 8
relle^Er]/rale^Er] I
esrlce;dTarrlrerd 9
eJuaJrl/asuaJrT q
czrueS.roTastue8ro 7
-rnoloJ/roloJ €
r0luer/erlueJ z
pelleruEJ/p0leJUet I
'{.reuol1rgp ;nor( ug sJo ,\suE ,rnor( 4req3
;8u;;;eds qsr13u3 qsllyg Jo ue)rraurysl .r;ed qf,ea u! prorr\ r1)pt11
i8ur;1ads qsllyg ro ue)rror.uv osn ol no{ .ra;e.rd r(uBdr.uoe .rnor( saog g
ao '6ur11zds qsr16u3
u5l+!J8 Jo uD?lJ?\IlV
' asn noA 'raq+auM '
ll 
sdtr
SuylaQs qs1fiu1
uD)ueuv PUD rrslllJg
1!l'.rns
ipuo)aaM leer6 e o^eH ')aam slql )lom preq rno{ ro1 1;e nou{ 1ueq1
'Mou) aLu 1e; tsn[ '1r Ournnoroq ur , sr euo{ue
! lapeel ssautsng Jo uolypa s,)aaM stq] 9 lsnl-eneq ; ' s
, roruos se alot Mou laq
ur lsoq oql lle iaq qsrm aM'oun[ ]sLZ uo ]aor]S q6!H aLl] ur suotlecrunLUruo3
z{oue6 1e qol areu raq syels aqs lre; Ournouu oq ],uol^ len ' t
'nnou sree,{ oM} ra^o ro; luauyedap z aql }o roqLuau , ,{.ren
E uaaq seq oqm 'ql.luis len 6urso; aq ,(;uoqs llrM oM leq] aJUnouue o] i{.uos r,u.l
'1eem poo6 e peq llB an,no{ edoq I
'l!tur-e slql ul sde8 eq1 e1e;duo> ol f osrf,Joxf r.uo4 spJoir^ osf.1
q8noqlpTra,tor\\oq 8
aorrretl/JeurEJl I
eAroJeJ/eluoceQ g
.{l1eug7d1en1uela g
e,rrsuodxaTelqenie^ ,
leuuos,radTpuos:ed E
pelserelurTSurlsoJelur Z
ledrcurrdTcldnur,rd 1
qJJA = ast,tpE !unoLt = a:tnpE e esr^pE/eJrrpe a1fu.u9xg
iosnruo) ol pual no{ op spro^\
raqlo leq1 '{.reuo;1r;p ;nor( ur sra/rrsue .rno,( 1eeq3 l.ued qeue u! spJo/v\
aql uaa/v\loq a)uoJoJJlP aql s! lrq^A'sPJo/v\ pasnluo) {;lsee esaql }e loo-l 2 AtolnqototlSuryedg
TiD lt's imPortont to 
be
obl" to identifY Your
,+r,Jr;#?}5ffi,.
being oUle to deol 
wttn
them.
Punctuation 5 Remind yourself of the main punctuation uses by looking at the example
sentences in the Reference section on page 54. Which of the uses are
illustrated in the e-mail in Exercise 4 above? Now punctuate the e-mail
extract below appropriately.
IT
llthere are three parts to the course finance marketing and HR Mark Draper will
llbe the main trainer for the finance and marketing sessions Joy Marlow will be
ll 
resPonsible for HR do you have any questions about the course content
Grornn:or 7 Lool< at some typical grammar mistakes. Correct each one.What features of
English grammar do you find difficult? Keep a record in the framework on
page 58 of the Resources section of your typical mistakes.
1
2
:\:iLji:l:j iIri::
I har,c lived here sincc tr,tro years.
lf I rrrrould have more time, I would
tahe a course.
I am thinhing that we should
poslpon(' tlte nexl I rainin g coursr'.
We haven't had much participants
on thc courses.
The trainer made his bcst to
motirzate all the participants.
Wc all lool< lorward sceing you soolr
Thcre's been a signiflcantly increase
in the course cost.
6
I Now complete these sentences appropriately.
I At the last conf'ercnce, there weren't very many ...
2 At work yesterda5r, I did my bcst to ...
3 I1 I had more money, ...
4 I have worked at thc same company since ...
5 I think that all training courses ...
6 I look font ard ...
7 I'r,,e seen a signlficant ...
Look at the e-mail below.There are some things the writer is not sure about
and needs to check before sending the e-mail.Which option would you
choose?
Dear Mr Chatha
l1 write / am writing to invite you to 2 take / haveparl in a forthcoming
business seminar, 3 which,/ what is due to be held 4 at / on 6th June in the
Grand Hotel, Altwood. The seminar is entitled'5 Doing / Making Business
Online'. Full details of the programme are attached.
lf you 6 have,/ will have any questions or would like any 7 advise / advice,
please do not hesitate 8 to contact ,/ contacting me.
I lool< forward to t hearing ./ hear from you.
Yours 1o faithfully / sincerely
Maxine Laportaire il
Checl<ing before you send
ffl puas nol eroJaq 3ur4:aq3 9
IINN SIHI NO S]ION ]>VA CNV IVNENOI DN]NIV]I ENOA OI NENIMON E
.^ olloJ ol {uedruo)
Jno{ u! ,JE}s ro, sau!lop!nB 3u11;eu-e .a)!})erd }sag,}o }os u^ o .rno{ ge.rp q
luoglres so)rnosog orl] jo gg ated uo ls!l>;)oq) aql 3u!sn I!Er.u-a.rno{ 4ceqr e
:{pee,r;e S-l s}lun qBno.rq} polro^ arreq no{t; g
'epeur arreq no{ so4E}s!r.u oq} Jo Prof,er e deey p
';;es.rnor( ruaql l)arror ol r(rl uaql'apEtu eaeq nor( solElslru
1o sad{1 }uara}J!p eq1 ,(11uepr o1 (pua;,r;.ro en8ee;;or e .ro) roq)to} .rnor( 4sy g
'sel€ls!ru Auu tol r(;1n;e,ree )l I)aq)'11 3u;1;.ran paqs!ul, erreq no{ uaq11 Z
')|Jo^/\ roj allr/v\ ol paau plno^\ no{ ;;eu-e lerldrg p aredoJd I {-{{}!}g$3lX{3st{$m
'l!eLu-a aql allr^A q
' /\oloq solou Jno{ e1e;druor'ue1s!; no{ sy
'on8eallof, E r.uo4 pa^!o)oJ erreq no{ }Er{} l!etua)!o^ e o} ua1srl g'g { # e Z I
'sJoJJo e8en8ue; oql sE Ila^r\ se len))p, aql 8ullfaJJo)
'(5,y e8ed) uoll)os uorleluosord ortllo Z as!)raxl u! Iletu-a eq1 ero.rdu; 1 1
ouB[!
saqstM lsag
'Mou) aLU lel lsn['{em{uy
uorle^rosor e 8Op plnoo I 1'a)rl llt,^
no,{ ;1 'sleaan rno1 
965UlS uado uaaq {;uo seq qcrqnn
lueJnelsar Mau e s,1l 's,{e;re15 Sofo6-Ol }se66ns I auaqt
?dr-Teo-U-Ol aM lleqs ',{eprr1 uo oar] rogliJmT[-Oxl'L!'d Z
lrlun qsruU ol anp 1ou 7S1l pue 6uru.roLu leLll osrnoJ e
LpUEIlql.rM- 1 {;eleunyo;un 1nq 'no{ oEUIIOEtll a^ol p,l
'{epsrnql }xou qcunl }noqe lreu-a rnou{ .ro; no{ 1ueq1
+aaLu o+ 0
uqoI ieoc
'l!eLu-a eql ro
1q3;.r eq1 uo sareds aql u! spJo/r^ Jo pJo^i\ l)aJrof aql ollr11iuraql l)aJJo)
nor( plnoarr 
^i\oH'apetu 
seq rallJ/v\ or.ll solElslru paullJopun oql lE loo-l 0l
"' :a:Eld
... :auJlJ
.. . raled
"' )ul )noqe lleLu-f i,' 
6Fq
Ke$efcrte e Grammar The training course was great!
Conditionals Are you attending the conference, too?
First conditional: Il + present simple, Michacla' who is my boss' is running the
willl couLllmilThr + infinitive course'
IJ. 
't 
see l:,lttt, I will tell hint.
Second conditional: I/'+ past simple, 
Vocabulary
wouldl couldlntirht + infinitive
If l'haclrnore time, I u,Lttid take a cow'se. British ond Americon spellings
Relotives cancelled/car-rceled
The man that I was speaking to yesterday centre/center
is the Production Manager. colour/color
Jackie Morgan, u,ho is thc Media Account labour/labor
Manager, has been promoted. Iicence/license
Do you hnow whose journal that is? organise/organize
Tomorrow's meeting, *,/rich starts at ten, practise/practice
will be held in Room 495.
programme/program
Forlsince theatre/theater
I have lived here/or two years/sincc traveller/traveler
200 1.
Eosily confused words
SomelonY 
advise/advice
Tht,re irre sorrre amcndmenls. 
become/receive
There aren't an'ry probiems' finally/eventually
lnlonlotl- however/although
in FebruarS, / on Saturday I trt thc intereste d/interesting
weekend / next week personal/personnel
Muchlmony principal/principle
\Me haven't had much success with the trainer/trainee
course' valuable/expensive
Therc wercn'tmcnty participants.
Training
Gerundlinfinitive course (materials)
I look forwardto hearing from you' give (the plenary / the opening speech)
If you have any questions, plcase do not make (a reservation / a mistake / a plan)
hesitate to contact me.
participate/participant
Adjectiveslodverbs sessio.
There's been a signiJicant increase in the train/trainee/trainer/training
course cost' 
worhshop
The course cost has increased
siglniJicantly.
Punctuation
Two people are leading the session: Juan
and fos6.
Marco will give Thursday's plenary:
Regina will give it on Friday.
The rooms we'li be using are lO2,232,
356,417 and 455.
I
m 6 Checl<ing before you send
W 
puas nor( oroJoq Burlraq3 9
uorsrrep e'uorlse38ns B -' /Ireur/ a{t:rrr
F?rpE'sseursnq- x ltr.pl op
ueqleSot oB reqr sPJoA 'e'r 'sdtqsreut.red pJo/"r puU ol lJpuorl)rp -rnol esn osly
'(l*V'jrg '3'a) s8ur;;eds qsr;3u3 uertroLUV pup r.lsrlrJg roj >l)aql ol fueuortrrp .rnol esp uollsa88ns lpnls
'1noqe >;eeds plnoqs | ]erjm
pue orluac qcrLlm ur ace;d 6ur1e1 st ocuaraJuoo aLll 
^J]oexo 
ueqnir e;qrssod e>;r;
uoos se Mou) otu lal pln03 no{ 11 1n;e1erO i{.len ule | 'laAaMoH 'uot}e}tnut lno^
ldaf,ce o1 ;n;1qOrlap oq plnoM | 'qluoLU lxau ut uopuol ut af,uoraluoo ,]coltC
soleS, aql 1e ra>;eads ,(.teua;d rno{ eq o} aLU 6ut}}tnut lteu-o rno{ .ro; no{ >;ueql
'lf,erlxa IrEr,u-a s!ql u! sa)|els!tu eql l)orro) pue pu!J ,
ue; os .{:luece^ aql roJ suorlecrldde [ittutu lL1rrlru uaeq ],ue^eq ereqJ 9
'qo[ ra8euery lretor4 eql JoJ s, ?l / s]l {uFIl I - {ee^ slql 
^rerlre}ur 
ue lo8 sELJ soruerd S
,esrnoJ Suruteel-a aql 3uqe1 ur Duqsatalur I pa$)ralm euo,{ue sI t
dupsaupol,l uo eurpery l)uraas laas ol pre,\\roJ 3uo1oo1 ur,y g
'>laa^A Jxeu 8ur,r.ee1 sr 'sreed eorql lol ererl pe>l,ro^\ seq lDrl^l / ollrrr ,uossreaue[ T.
'ru'd g ]e poAIJJe I "ur'd 7 [lun ],use^\ luoraralur olll .ralarnof{ 14\not111v I
'suotldo lf,aJJof, eq1 Sulsn so)ualuos aql u! sde8 eq1 e1e;duuo3 g
IrcIu-e uE q
prorer e 3
eJr^pe J
a>lElsrru e 0
sseulsnq p
uorlE^.reseJ e J
esJnoc e q
uorlr?]r^ur uE E
dee>1 o1 g
a,rt3 o1 7
lJarroJ o] g
opo] s
Iceqc ot r
o{Eru ol €
ldarre o1 7
e{El o} I
's.ned eq1 q)lel^l Z
due peq ],ua Eq eA\ g
"'ol elElrseq I uop esPald I
: "' JSoqM ,trou>1 no,{ o61 9
"' ol prEMroJ {ool I s
deuoru erotu peq I JI t
"'1,{epseupa6}xeN E
.{ueru pue11e l,uop I Z
"' JoJ JaulEJl Il Se pe>lJo^i\ e^eq I I
'{;aluudo.rdde saruelues aq1 e1a1duo3 |e&et&ew
Resources
Note: The material on pages 56-58 may be photocopied for use in class.
Unit I
E-moil oddresses
I Match the pairs.
1 dot
2 lower-case j
3 bachslash
4 colon
5 forward slash
6 upper-case j
7at
B hyphen
9 underscore
al
b@
C
d:
e_
f\
hI
i-
2 f) l.l Listen to the voicemail extracts and complete the table.
E-rnail recipient E-mail address
1
2
3
I
3 With a partner, take it in turns to dictate e-mail addresses and recipients for
each other to write down.
Unit I
Fromework Consider Notes
Why are you writing?
Who are you writing to?
Do you need to cc anyone else into
the e-mail?
What would be a helpful and
appropriate subject line?
Do you need to send an attachment?
What phrases are you going to use to
begin and end your e-mail/refer to
i
i
l
I
l
l
I
I
I
!I"_YP]j Td fu-t119 colte{ l
What do you want the recipient to do
when he/she receives the e-mail?
Resources fromE-mailingby Louise Pile O oELrA IUBLISHTNG 2oo4
E 
sorrnosau,ooz DNrHsrrana vJ1uo O elrd osrnoT dq rilUrDur-g uro4
ls!r)r)aq,
€ llun
llnoqE sr IrEru-e
eq? ]eq 
^,r,roqs 
[Fee1c eu{ ]refqns eq] seoo
2(pua'"r,atramoq '3'e) popl1 d1.ree1c seepr erv
4(fivs o1 s! laUl 'sa qrns '3'e) alerrdordde
e.req 
^ 
fpea1c paurcldxaTpeleJlsnllr slurod a.ry
2peurc1dxe ueeq 
^ 
ou>I Jou
r(eu rapeer eql leql suorleraeJqqeTuoS.reI ene11
iseapl Jo IInJ ool lou pue (sprom SZ-OZ runrurxeur)
e13uel elerrdo;dde uE Jo secuelues eql erv
2@ru4 ur lurod syrll7, e>l1 seserrld Surpro,re '3'e) pepnlcur
sese.rqdTsp;roan pue uorleruroJur Ierluasse .,{1uo e;y
2(3uo1 oo1 1ou 'e'r) r{13ue1 olqe}lns e Jo lreu-e eql sI
2[1;ee1c pue dldrurs ualJrJIA lreru-e eql s]
4(s1a1pq ;o esn '3'e) lno puels slurod ureru eq] oC
saloNoN/sals!l4ror{f,
sase.rqd pu€ spro^,\ lnJosn
s1ulod 3u;poddngslugod u1e11slulod lnotr
z llun
Unit 4
Factors to consider
Consider these and other factors Notes
Your target reader
Your reason for writing
Appropriate level of formality
Useful words/phrases/ grammar
Unit 6
Typical errors Wrong version Correct version
Unit 6
Checklist Yes/No
Is the purpose clear?
Is it well structured?
Is it clear and concise?
Is the level of formality appropriate?
Is the tone appropriate?
ls the language/content accurate?
Resources fromE-mailingby Louise Pile @ nELrA puBLrsHrNG 2oo4
f!| 
sxal ra^ suE pue sldrrrsue4
pourreld JrrrurJsa^ur Jo tulll ru.roJlrr ol llpls uorlJnpo"rd aq1 11:
oJ lrEur-a up puas noI plnoJ cseold 'li1 l.{E,ue ur,I eltLIr\\ lnor\l?I
B erlr op no,( p1no3 'r\ao-rJolrroJ Luo{ {eem E JoJ JAeJI rro Jc] ol
Bnro8 ru.1 ,,\,\ouI nof su '"rg 'Eurqeedb^ ErJ.rE:) -Jsol sr stq] 'oTIrH
t'z
sldYrsuDr!
: ir:""1 I
't t JBed uo uorlJas JJUcJqcH Jc)- t
I un[[8.)
ser{sri\ lsa[
',iep 11e elg.1o aql ur
Jq ILI ' rn)u)T etu lal ol uo "rrlul TJr?r u sltr o,tr3 csec14 2o"rlsrg
s.umo"rfl rrl 0t I lnoqe lEqM '{upo1 qrunl a,rt:q ol olrl
p.rro,( .1r parapuoru 1sn[ 1 '{up-rclsaI no{ ruo,rJ l]rLI oJ oJrN
3{rtr{ lllJo
-r,r,usuu pa7sa61iir5
,{lcrecurs sJlrcl1 i
,,ltou)[ rt.u le[ € ol c)U[ plno^\ J Z rc4 no.{ 1uer1; 1
psqJEllE aq o1 spJJLr uorJElu.roJrrr
rJqlo .,(ue rrqlaqt\ :sr 1r lue8rn rroll :op ol tuoq] lradxr
nod 1eq,n :lrEur-J oql Io,{doJ E Jcs/er\rJJeJ oJ spaJLr oqlrt I
.^/\o!Aou
uasuEH s_rErI
,(1a;arurs slnol
'srurll luaur&:d prupuels .rnoI Jo s1rulep qll,r
JJqlc8ol 'euo e^ug no{ lr 'sJezJe{ aaJl-lsorJ uo e"rnrlJoJq
lsrlerrcds ;no,{ aru puJS nod plnor asr:a1d 'uotlrppe Ltl
aluclLIJAUoJ Jq AlrpsanJ plno i\
'IJc,\\ Jxrlr LrrDTue.rC rl,{ lraru ol rlrl qJnLU,{ra,r plno,r,r 1
lEril ruruuoJ oJ r-Jsrrr I 'qJrEI,\ prI Jo Jrr?ru-J rno,{ o1 ]rLI}lnJ
ii.rcqcuuoy ll,\ l?rq
urlIuerJ "rry 3ur1ac141 :1ra[qn;-
.ut,lstu pa1sa[)0n<
eLr()rd
soqsL,\,\ JSeH
'rrqrunu ar{J
rAu! noI s,{es cqs sprE^\rJlJE elrqou laq uo [[E] E,rell eArB
plnol no,{ TI pc)lse aq;- i{rpo1 reLrrures 8ur1a1.reru cql puelle
ol clqB cq 1,uoin.{rery 1eq1 r{cs oJ IrEru-J lJrnb t? lsnl sr srq;
LrrJ,IllI,{ JUa(l
leluures 8nr1a>1"ruru s,,{Epo.l, :1re[c1n5^
ruo r' lnriz)1layseur' >1::)J
ruoc'1nr'1.r)asop1 :ruolg
uror'1nr[;)11oE8rd'ru :otr
"raarsur p.rls;66n5
Ila.rarurs I Suueeq g
{ooT s plnor t ol I q]l_rl z .rero I
'-tc1e1 dn Jeeru ol clrJ ppoi\ no,{ 1r pe-rapurl,u lsnl g
',r!\er^lalur cql lnoqp -rEarl o] pe13 rilluar ur,1 1
{oe \ lxeu qJuneJ llnpord JgJ SLrlLr.rJJuoJ SrrrJr,rru ure I g
( suorlscnb,tuu alrtlq no,{
Jr Jur JTEJUOJ Ol elBlrsJrl lou Op JSlrJId _iO) 'ertr ]JE]troJ
o] Jlplrsaq 1ou op eseeld 'suorlsenb,{ue c,req no,{ JI S
'lretu-e rnof.ro1 no,{ )tueqJ i
'an3o1e1ur.rno ;o,{dor e pJqJB}lE pur1 asuold I
d1dc.r -rnod Eur,rralal o] pJEr\\lol {ool J Z
'(5 aun{
.io] rLrnl S prlpp ralJcl rno{ o1 [1dar ur Suqrmr rup I I Z
Jl q9 pS 3t ct eT JI I
af,!])erd
'uoluuroJ eroru Eurruoce q Jlu (Surpua Eurpuodsar-ror
orr rlllM) :urJ"LDI\ r{rI sSurlJJlS 'sll Jql ur .{1-re1nrr1]1,:d
'slrEur-e TuLuroJrrr u1 'r1a 'sp"rulia.r prrr)J / srllsr,!\ lsrq (t1ll,/ll)
I q;ruLs -tlN .nnq'3'a'naos Suraq ruou c.rE sese,rqd IuuotJrpp-rl
sse[ ftreru pul] 'lllurJ(I ssJI JJe sleqlo lnq 'sltEru-e [pu"reJxa
ur ,{pe1nrr1.red 'qceo-rddr: TllruJo.l cJour E Jsn oJ l.lr?ls ic.lJ"rd
scr uednror cruo g'liprr/i1 l1u I u n t4 I u ruLtDIt\ l.t $.urJ(I ueqJ .run]u
s,-rcpeel Jql ,\\ouI l,rrop no.{ a-Iaq,r,r ,{ueckuoJ luorIJ e Surlreru-e
uJrlru pue '/i1a"ra,rr.rrs l.Jno/\ I "' .!lN "fia0,arrrJ Jslu eql -rol lucllJ
e Surqreo.rdde Lrerlfliyruoil .rol alig 1r17 asn lq8rru nof 'spllJrr.l
Surlreru-a uaqM '(i lrlrll ras) Surlreur-c e,r,no[ oqrr prn: ,{rr1od
r(rn:duroc su rlJns s.lolJeJ uo puedep ITr/x\ JSn no,{ sese;qd aq;1,
Ei rf' pz qt I
19 qs pt I€ irz uI 9
'tr1 a,3ed uo LrorJJes JJUJIJIJUaas S
ap'uodr^rr)ssdru-E
ry'B;o'ryq@)Illtog V
ruo:r'lou@)7 7u^\o.rq p'ru
sserppu IIeu-g
ssl6 traqlv t
,{11rcy r',rerpu1r 7
u,,!\o-rg rru-reN I
1ua1dpa,r 11etu-.C
7
a6 I8 qt q9 Bg pt Jt cZ JI I €
uorldo aruelrodrur 6 JJ/oI g
Jueuq.lpJJr? I cql lreklns s JcrrrElJstp i
clnleu8rs I plou JJ Z luardrlc.rT.rc,rrcJol t t
uo!leluasard
'e{n Plnorv\ Jq lerurol qJrqr\,\ ru.tuuoJ g
')IS ! ens rlu ')rrerrrnrop dx proM v I
t(dor preq ur;o d1yurruo.r1re 1a
r-u-lo; uorlecrlddu oql c)11 plno^,\ TeSo itr{ roqleqrr IsE oI g
ONE
oNt
,(AZ b l'1er) lsod ra8uuuy,,l srlei-, :sa1 [
sct! :terurulJsr(1 se,{ :ernleuErg 7
IeSoA il :rclrrrrg :ug1rr11 .{atc1g :lapuJs I I
)xoluo3
Ae4 nnsuy
:a1ul no,{ aJS pLlp SILIlIIJ lreru-e JLII o}rrr JrJe)l ,(dor plnor
no,{ sdr:q-rcd pLrB 'qO rrqrunu eq1 1oB s,c11 aJltLloru Alu urr
sprEil-rJlJe aru 3ur.r o) nuq {se oslu noI ppoJ alle .rc4e depol
-rEUrrues 3ur1e>peru cql JIEru ol elqlr oq o1 Suro8 Jou ru,I Morr{
LuJruI{ lal plno) noI >lulll nof op 'Ioo.l 'e"rerl ri.n]I{ s.}r .rH
z'l
ap N-O-c{-I A - uodr^|?) tre,r,r eq1 ,rc1 r- ElHllOO-,\-.AA s.}er{l
- ss.{lr,r-e sr sseJppe Illur-J ileu ,{1,1 ,'Sunaaur s,,lt,\o-r"roruol Jq
epua8u cqJ eur lreu-r-c nod plnor JsEJTd Ucqty s.Jr .urrll?)I 
f 'qrJtruLll'1n'Hro 
1;t1 D
- g lulrdec 'V IElrdeJ s,lpql ,{111cy-y oJ uuoJ uorle:rildde
uE Jmru-J no[ plnoJ asec1.1 dtuerel sJIES JLI] ]noqB
Snrrler 1-1 S1gjlO(t-I-H-U s,1eq1 ,i1rcg ,,!\rrpuv sl s1qJ Z
'ruoc'1oe',i)p 7 o^ o"rq' p ru
sr ssa.rppe lreur-J srH aBLrrJeJrLr sales Jql
roJ eleI Jq TLI rurq IIe] puB rlu -toJ U,,\r101fl ur1re1,q lleru-; no,t
plnoJ ur rlEI aq o) SuroE nr,1 'a-raq cEpr"rpyy,{c11cq;^ ){"rpI,,V I
I'l
sldtJ)suDr!
* at{tr&
t 'r:-'X $
s{e4 Jo/rlsue pup s}drJ)sue4
Presentation
I a lB 2r\
b
Advantages
'i C ,l not rrscd
for the Valcncia plant and the implications of this. Therc arc
some nLlles on my dcsh, by ths 1v6y Er. tharnhs vcry n'ruch. l'll
see you when I get back.
2.2
Hi, it's X{artine here. I'm going to be out of the ollicc all daSr
Please could 1,ou e+nail X,Itrrtin I(ilsb1, the procluction report
lbr the las1 quartcr? Thc lllc's in thc usual RTP folder on the
scn cr. Thanhs. Could you mention that Ztirich's disappointing
ratcs arc bccause of problems r,r,ith the old equipmcnt they'r,e
got. and that Gener,a's rntes are tvr,ice as high as those in
Lucerne due to the nen, recruitmcnt policyT lrinally. somc Basc]
staff rir,ill bc moving to l,ucerne r,r,hen thcir lactory closes ...
probably by July. Ilr, thanlis. goodb-r,,e.
Answer key
Context
A results: mccl.ing B softn:rre C report
(r f inall),, Si I 00,000 nrill bc inyested ip product
derrelopment.
2 Suggrstcd ansu,ers
1 This is clue to dilliculties r,r,e are experiencing with thc
ncr,r, machinery.
2 This is as a rcsult of delays installing the ner,r,
machinerl'l
I ... r,r,hich vrill mean that our production capacity r,rrill be
highcr.
4 This nrill probabll, lead to short-term clisruption 1.o
production.
5 This is in respolrsc to an increased demand lbr our latcst
producls.
6 Owing to thc sudden increase in demancl for N,{odel
xE 12. ...
7 Because of the increased inr,cstmcnt, ...
3 1bekrr,r, 2attachcd lbetnreen 4paragrapl'r
5 a{1cr 6 inlirrmation
4 SugpTesledarrsu,crs
1 thank you for your phonc call.'l'his is iust to conlirtn
that I'll send the e-mail ]rou arskcd me to r,r,hile ],ot-t'rc
ir\\ ir-\. 13cst rrgirrd:. Lorrist'
2 Ib all staff
I am r,rrriting on behall of l)roduction \,lanzrger Jos6
Carcia to confirm tnro things.
F'irstly, HQ has ngreed to a € 5O million expansion of
the rnain plant hcrc in Valcucia. This vrrill mean that the
factor_1r r,vill be three times its current sizc and harre ir
higher production czrpeLcily In addition, due to the
der,eloprnent, staff iir,ill havc bctte r Iacilities and there
nrill be an impror,ed goods clcspatch area.
Secondly the compan5r plans to opcn six nert, lactories
in Spain. r,r,hich r,r'ill lead to t[-re creation ol at least 150
nerrv jobs. lVIore f:rctories also means the cornpany can
rlanufacture a lrrider range of products.
Please see Jos6 (larcizr ftrr lurther inlbrmation.
Best regards
Louise Dnvies
Review
1 clepartrnent, linc, report, capacity
2 1 Firstly. the imrestrnent is higher than expectcd.
2 Sccondly our production targcts arc 'l 5'X, loner than last
year.
3 Finall1,, production rates in Shanghni/Beijing are as high
as Lhose in Beijing/Shanghai.
4 This is in responsc to a risc in production.
5 Thc changcs r,rrill lcad to an increase in production
capacity.
3 fhe e-nriril should sa1,: old. proth.Lt'tiort etluiltrne nt: trui(e as
high as t/rose irr LtLctnte: L'losc by July.
4 SugpTestcd rrrrsu,er
Dear lVlr lockel
As requested in 5,ss. e-mail of 22nd February. I am nrriting
to inl'rrrm you of changes to company policy conlirmed b5,
I,Iartin I(ilsby
I The production ol NIodel I64 r,r,ill movc overseas next
year. This r,rrill rnean that production costs nrill fall b1, rrp 1e
1nro-thirds.
2 As a result of' more clients r,r,anting to place orclers or,cr
the Intcrnct. $1 millior-r r,rrill be invcstcd in tl're company's
r,rrebsite.
3 The cornpany has clccidecl to scll all its products in
euros liom April onr,r,arcls. This mcans that atl our systems
r,rrill havc to bc updated and clier-rts vrrill need to be inltrrmecl.
lf \rou harrc any questiot'rs about the aborre. please conlarct
me directll, for [urther inlbrmation.
Best regards
Jessie Wallicr
Disadvantages
1 . good lbr shorl c-mails . can lcad to lengthy
. hclps l<ccp the thrend e-mails
2 . goocl Ibr longer e-mails . too little contcxt can lettd
. helps make the e-mail to misunderstandings
casicr to follor,r,/less
cort l'u sittg
3 . lets the reaclcr scc . pcople may prel'er
early on lrrhat is folkx,r,ing inlbrmation
required of them as attachmcnt (ezrsier to
(to delete.lilc. rcsporrd. filc, ctc.)
etc. )
. casicr lbr people vr,ho
prerriertr messages
only har,e to read first
5-6 lines to linornr r,r,hat
the e-m:ril is trbout
4 . enablcs ],ou to l<ccl:r . can contain t iruses
tl-rc lbrmatting of a . solue c(rrrrpanics block
document (e.g. PDF') o11 .-t11n115 r,trith
. saves you lrom putting attachmcnts or those
a lot ol inforn-ration in orrer a cert:rin size
the body of an e-n.rail (e.g. 5Ol{)
. large :rttachmcrtts rnay
lirlie ir long tintc to rcceite
or block someone's e-mitil
in-box
4 I lrriedrichshal'en has risen by more than 2 5(Xr compared
1o the lasl quartcr: Production ratcs at the Karlsruhe
faclory ncre I 5'X, lolr,cr than in the prerrious quarter;
thc Badcn plant plans to increasc procluction liorn
l\Iarch onvr,arc]s
2 This is as a dircct rcsult of ...:This fall is due t0 ...;These
problen-rs have led to ...: Finall5r in response to ... ; This
means that ...
5 Scc Rcfcrence section on page 22.
7 See Relerence scr:tion on pagc 22.
Practice
I I Firstl5r, the company plans to invcsL € 5 million in nert'
rlachinery.
2 Seconclly, production ratcs havc incrcased by 2 5'X,.
3 Thirclly there is gror,ving demand for our products.
4 Finally, the compztnS, has decided to takc on I00 ner,r,
sl a[f.
5 F'irstly', therc has bccn a changc to the company's polic5,.
t"
Transcripts ard answer" l<eys
mX sr(a)l ralv\sue pup sldtJlsue4
'passarPpr?
aq o1 's.rc;c.rd "ro 'slradxa oqs lo eq xtoll 'Js"rnoJ lo 'plnl
o1 3ur1r.r,r,r cr no.{ uos.rad crll Jo J-rn}lnJ Jrll Lrl a}Budo"rddtr
SI IJITEIrIJOI IO IJ^EI JPTI/\\ PLIIU UI JEAq O] PAEU OSIU NOA
ilucrdr;ar oLIl Lljlr\ a,req no,{ op drqsuorlr:1ar lEqI\;dnedluoc
-roq]olm ur,ro,{uudruol cLuus Jql ur Jlroa[ros o1 Surlrrrn
no{ JJE 'elduruxe rog 'o1 8urlurr,r cl.nod oqrr,r pne Burlr"in roj
asod.rnd lno,{ .rcprsuoc o1 1rn:lrodrur s.1r 'rrorurdo ,{ur u1 '11c1u1
t't
std/.DsuDq
y v:*"1, &
'3urp1rnq uorlerlsrurLupe aq1 allsnddo'Burplnq
rruEurJ Jql ul z0I ruooH ur ereld a>p:1 1l,vr Surlaeu aq1
'uoouJJllE r!\oJ.roruol IJo]J,o o/'\\J Je ',rJBBLliltr/U lLrnoJJV
eLI] 'ulllrl,{ p"rllulefl ]aour o] pOJIAIII Lleecl rABq no^
.lrlllslll, prlsrlili,lS cl
{roTq uorlErlsrururpv - {rol8 v :Slrrplrnq aJuEurc
Jql q Z0I ruoo{ = Z0 ld :rcBEUEru }unorrll= INV e S
'lels rBc-r no,{ .rc1.1 e
s,\Ep Jerql o] oArl p-rr:r uorlerlsrBe"r B oAraJJJ JIrru no1 a
('"I(r
3rrr,{1dde a-re noI esJnoJ r{Juo JoI urJoJ a1e;rudas E uI Ilrll)
uI6ZllttrropseI\l
J^r-ro JsoJur.rd 9[
lJrI. ssaLrrsnflurPaT
:ol 1r u-rnJo-r pue 1r n8rs ')ur IJEIq ur u-roJ aq1 alalduro;y j
'(1cc,tr e sftip uales 'gf 'S-6 uedo :gE6gtrgg
t6I0 rro eurlloll .rno cuoqdalal'surnroT lo lsll IInl E loC)
'urn,roJ sseursnq ycrol rno,{ ro fru'q-I.,1i\mmfldnq :le rlrsQe,!\
IJU'sseursnfiuree.I eLIl Luo.U LU"roJ uorlr:rlsr8e-r p lerJ a
:srql op otr
lalrsscursnfi uJpeT qlrr\ JeJsr8aJ
oJ pcclr no,{ 'cslnor JLrrTLro tre ,roj dn u8ts uer nod erolag
"lrrllsuu pr]srlilins' €
eprJcp c) rsilltr/qrn)- (
Surlaarut nt esnEraqZ IarllI Z
asnS r^lDt plo^Vf e{EIJZ deay1 1
l al^ou
drnl
SoqSIr\,\ ]seg
;no,( lrns s,{ep c,tr1eu.rc11e
rscql Jo rrLIIs pTnoM detr{ qls ,Lrj)prrg:o rllt &rps"rnrlJ,
sI lPrll 'Ioo,,!1 lErl] lo pue rql sp.rl?,,uol alqElra\p 'rer\J^iroq
'rue I '1ce [ord Buruuel4 IulJurlurd erll Lro IJo,!\ {ru ssnrsrp
o] fetr{ prI Lro JJJrU o] rlqu eq ruou Jorr ITrru I lpql pnl.rlu rull I
ITrrJ "nrec
.2t\rsul) p)Jri?DDnS L
ann{
s3r]srrl\ JsJB
apeeJsur no,{ lrns ppo,n ,{1nJ lsl f lr ,l.ou) eLU }JI no{ plnor
eSECld 'r!LOJJOrLrOl rt4 pCUUeld Surlaaur sJlES Cql ouodJsod
ol a^uq llrir\ I 'JlrcrulrruruoJ rJqlouE ol rnp 'lBql prp.rlE ru.I
.r3Jed.rr?eC
/iln[ rllsI uo Surlaeru :1cafqn5
uolg91@)s,r,rei1'{
r-u o c' g g1'rr) s,'iraq ] ] elAl ti
:[tolc
:ql,
.raarsr.rr pa;salilirrs 5
q8noqqy g
uorllppE LrI t re^c \oH ! osll? 7 alrdsap 1 1'
i1a.{ 1r lnoqe Surr{.rrorr,r JoLr rrr.] 'JJluJJ.{lrJ [-r1uc,ro3
uI 13IoH Jr.UoJ.I cql ]u -raqrualdaS ls L z uo s,iuJr^rclur JqJ
-irrusllIl prlsrlilin5l €
SIq] 9
esneJcg _c ,\r\ou t {TIeruloN t LUJqI T auo | 7
' uor JU JlJr plnl Jrrerulrn.rJJ-l
.1Iuls cldunuxa.roJ ',lro-r"roruoJ upua8e Jql uo loJ e r^,a"rer{f I
',uot1rnporcl. rol sprrels LIJIqil a lrol€l Lrr s.Eurlraur erl; c)
'pogrlenb 11an,{-rc,r lye c.re .(eql ,{r,rrr,r rcq}oue }l Ind oJ S
'puJ]lr? ol JIqE arE llels "rno lo Jsoru'aJuElslil Joc t
'sa.rn8u sales s.qluoru JsuJ su LJJns " I
'sruoo.r Eurleern
-rJIIErus eql To Juo JSn ol eAEQ ILer\ lrrq] sullclu srqJ z
'suorlerqrl:nb,{lrs.rcrrrun puE IooqJS JrJrll
rlloq JpnlJrrr o1 lo8rg urJq] Jo ,{ur:ru 'aldruexc ue o,rr8 o; 1
sl.rarsr.rup,;7s;6lin5 1
a)!l)Erd
-ra,l.rdroL1'r1finor p1u' ;t1t ds ayt' yttl :Burlsprluo.)
Lto1tppt) rrr 'lru, :8ulppy q
'S-lOr\IS LIE
palsa38ns rot 0! c8ed uo uotlJes rrual{e}l erJl aa;- r: g
'Erpr pooE .i{11eer e s,lr {ulllt I Z
{uedruoo pclrurrl crlqnd g
xet prppp rnlp^ I so8Ed / uosrcd.rcd 9
pJlturl S eJqrssod sp uoos su t Surple8cr g
(aldruexe r.(I -) L)qurq lldunxa 7 (sr ]e{} =) ]s, pr t 9
sr ]IILIJ fe^,\ leqlouE 1r lnd o1 'sp"ror,r
reqlo Lrl 'lpqJ sLrperu slql 'rol spurrls slul ,(es o1 sr lEq] z
sE QJr\- 'aldUrexc .lol 'JJUulsut ;q 'elduexe rre c,rrS oI I s
P( qI f
srtqde.r8gl srrlelrZI
lJelqns II uorlrlcdc.r 6 8ur{u1l g uo8;r:[1
JrralsrsuoJg q13ua17 sqder8etedE scJueJuJS Z Z
's1urod.{aq aql o} rcpecr crlt
eprnB s1a1nq JqJ '[ruur-e srq] uI 'b^llq g lo rclrr,\rr Jq] sB
'slleLu-3 8ur1rr,r,r ueq,v\ lno{nJ eq1 jo riluelr Jq} JcprsuoJ
o1 1ue1;odurr sr 1r :pcdde.rrn st lxel eql sl? pear ol lTnJUJtt)
I1]narrno sr 3 'an8r:,r. ooJ sr r.1?llou.t I,rlr sE 'eJE s,r JrlJalur
erl] uJq,r!\ Jo uorlr?rurrl?lJ pJcu plnoru (I lo rrpual
cql .{["rBlrluis :dlJq ol eur[ ]Jefqns ou sr JrJrll se [1l:IJadsa
'8urun:ydxa tr poJlr p[nott B ]o lapeJr cql peureldxa
cq o1 sru,{uo-rre7uo8"reI rt4 puu aurl ])J[qns p J]\erl ol
dloq osle plnoM ll 'uorJ1?ru.r({ur }uE^clJtlr puru uorlrladcr
sscl pEg Jr tr rcrealJ eQ plnofl v :lsc.rEelJ rq] sl I I]ELu-g [ [
uolleluasord
fte1e-rlos Iu8cl 'Jlreli^rssu IuJrJolJ 'rostApE IllrJLtcrru S
'(r1tuolu 7ur.r sdes 1sn[) paqrlads J,Lrsr Jlr]p Jql'oN t
IrrDlsrssr'\t.uJLl,L' -n)a t
'ol sJ+o-r 7r unouord aq1
]prl^,r ,,!\ouI J,Lrop er!\ []ue 'ur psllll lou sr our[]JJlqns eq] :oN z
'uorlrlodc; puu
uorJuru-roJllr snonlgadns To lol e sr eleql lnq 'pualsur ls I Z
uo Smlaclu n puJllr? upJ.ralcd JJqleq,\,\ 8ur1sr,: 
"^r arls :oN t
lxaluo3
darl "rarusuy
icrs I d
'JrrqI -rJ^o Surplnq uorlerlsrurupu eql s,luqJ, i,{rros d
asr lErll pue "'rH d
'" {Jolg V rJrb-oddo
)sn[ s,]I '8lrrplnq erueurC aq] ul Z0I ruoog ,loq]Er ro 
-
z0I eruEUrJ "rot spuels zoLl pur] urrel,\ prEureg 3q II,lEql
- le8eue1,1 lunolJv suEJtu JA/y 11r 1 usr Sutsn;uoJ s,Jr 'se^ d
/'.I({ puels a0 I J SJop }Pqi\rl puE ueclu
,{i/ sJop lpq^\. z0 I c ur ,!\orlorlroJ trtv cLIl Je eru oJ e^llrl I
des o1lreru-a ut? pelrcJoJ1sn{ e,r,1 "' Surqlcuros sr cJorlJ'lla A d
U qlrx\ no,{ dleq ur:r I SurqlIuv C
'" UrEJI ol rlJnur os s,JrcqJ lnq 'os )Tulql I 'sa arrald
'llerlr ur pe1llas a^,nod cdoq T a,uerd 'oS euolC
I't
lrtr!*rsuo"l-tr
f s**s&
{. -r:*& *
4.2
Hello. this is Simon Pascalle P-A-S-C-A-DOUBLE T-E. I'm
calling fron'r JH't'Limitcd about an orde r I placed on 24th
]anuar-v. That nras sevcn ncclis ago, but thc order hasn't
errrirred yet. Er. thc order numbcr was I242 l4 ... it rruas for 26
compuler monilors ancl 15 keyboarcls. l'lcasc could you let rne
linow r,vhcn it r,rrill bc clclivcrcd. Thanks. Cloodbve.
4.3
I don't hnor,r, r,rrhat impression Qing thinks his e-mail is giving
- of himself and the company but it's certair-rl1, nol a vcry
profcssional one! It kroks more lihe something you'd send to a
liiencl than to a nenr client you're trSrilg 1n imprcss.
Answer key
Context
IC] 2A ]B
Presentation
I 1 a Inforn'ral features rnight inclucle: contractions (1in
...); short sentences; notes/incompletc scnter-rces ((,-ot
11otu' order todatl ...); informal subjcct line (hi thcre);
informal punctuation (exclamation marks, dtrshes):
Tnlcrnct abbrcviations/smile5rs/emoticons: mult i-n ord
r,erbs/idiomatic expressions (Cun llLttr lJcL itt tottclt ...):
inlirrmal r,ocabulary (str.y'J.... ) ; i nformal grnmmar ( Carr
,..); no (or informal) salutations/closings (/ril)
b f'ormal l'eatures might include: thc usc of the passir,e
lltis reconutrended...) rathcr than I (1 rcconntrend...) nhcn
representing the cornpany (urc is also used instead ttl'I in
more lbrn-ral c-mails) (notc that the passirre is also usecl
to bc more politc or inc'lirect (see tJnit 5)); stanclard
phrases (l.l 1orL require...); rnorc 1brma1 punctuation
(cokrns, scn-ri-colons); rnorc lormal grammar (L:ould...):
longcr and morc complcr sentences: use o1 more l'ormal
linking phrases (in addition, hon,ever ...); lbrmal
salutations (Denr,\1s...). Note that phrascs such as./irrd
cnclo.sed lrcretitlt or shou1d.rior.r tleut'rit... erre considercd
orrerl], Ibrmal in today's business comrnunicatiort.
2 See -t'rnnscript 4. 1.
3 1A 2C ]B
5 A (inlbrnral)Thanks lcrr ..., Thanks a lot!
B (formal) Clould/Would you ... ?
C (formal) I have pleasure in conlirming ...
(inlbrmal) Will ...
D (informal) I'm rcally sorry ...
6 orc'lcr, run out of. goods, dispatched
7 See Unit 1, Presentation Exercise 8
8 I too late 2 as far as I knonr J in other r,r,ords
4 thanhs in aclvance 5 bye lbr noit 6 sec you
7 see you later 8 on tl'rc other hand 9 thanlis
10 frrr your inlbnnution 11 by thc rvay
1 2 frcqucntli, askcd qucstions
Practice
t I I nish to confirm that your ordcr l-ras bcen processed.
2 Could I placre an ordcr by phonc. plcasei
3 T apologize for thc dclay to 1,og,' o.6...
4 Thank Srou Ibr )rour ordcr.
5 Clouid 5,ou conlirm 1,our contact details. please?
2 I 'n'r re:rlly sorry 2 a lot 3 got 4 get in touch itrith
5 let you knonr; slulf
3 1d 21 3b 4c 5c 6i 79 8h 9a
4 1 Wc would apprcciatc it if you could provide us r,t ith
lurthcr details of the discounts J,ou offer.
2 A stationery order is placed once a month.
J The order rvill be cancelled as soon as possiblc.
4 We apologizc 1br an1, inconrrcnictrcc this may cause.
5 Sr.rgTgTe.sted ansu,cr
Dcar l\,{alle
Thanks so much 1br helping out this morning. l'd never
harre managcd to process all those orc'lcrs on my orr,,n! Can
you help out tomorrort morning too. by an1, chancei
ISest nrishcs
Sophia
6 a Namc: Simon Pascalle
ComPanl,: JHT Ltd
Orderno:1212)1
Order details: 26 monitors.1 5 he]rboarcls
b Su.rTlTcstcdnnsr,l,cr
Subject: order no. DA214
Dcar Mr I'ascallc
I would like to apologize lbr the delay in dispatching thc
26 monilors (rnodel XS243) and 15 he5rboards (mode I
RH,l39) yolr ordered on 24th January. I wish to confirn't
that your order lelt the r,rrarchotise this morning and n ill
reach 51611 bl, 5 p.nr. toda1,. I apologizc for apy
inconrrenience caused.
Yours sinccrcll,
I(irn Hill
7 lr' 2been 3did 4to 5rr.rost 6rrrrho 7r'
8man}, 9r' 10n-rorc llvcry
8 Thcrc is a rnixture of formal and inlormal cxpressions in
thc e+nail. I'he I'ollovr,ing changcs noulcl make it rnore
consistently 1'ormal:
'l'httnks o lot ) Thank you t,erll n'nult
Givt me a t:all. v,ill LIoLL ) Please t:all n'rc
TIA ) Thank yorr in uth,ance
Review
I 1 I look forr,vard to receiving your order.
2 I1 5rou would like any further inlirrmation. plcasc do not
hesitate to contact me. or Ple ase do not hcsitatc to
contact me i1'1,e11 i,r,oulcl lihe any further inlormation.
I \AT is int'ludcd in thc prir'c.
4 We apologizc for any inconrreniencc caused.
5 I harre plcasure in confirming that your order has been
dispatchccl.
6 I am attaching :r copy ol our updated price list.
7 I just n antcd to let you knonr I'rre scnt the order.
8 Can you gc1 in touch as soon as possiblei
2 Formal
to contact
satisfacl or1,
to receirre
rrcry much
to recluirc
goods
to dispatcl'r
1o regret
3 Srig.rTested nnsu,er
Ilear A,,Ir \rlartin
hllbrnml
to get in touch
OK
to get
a lot
to nccd
stuff
to send
to be sorr5r
Thanli you for your ordcr, ltrhich I rcceirrcd today. I n,ish to
confirm that thc goods n ill be dispatchcd imrncdiate ly.
Yours sincerely
Qing Wan
4 Sug.ryestcd ansu,er
l)car lVIr Rajala
I am r,vriting to conlirm that rirre harre received your order
todalr I rcgret, hunrcvcr, that nre do not currentllr have the
recluested blue lbldcrs in slocli. I mrould be gratelul il you
coulcl crxrfirm that red folders n ould bc a suitable
replaccrnent.
If 1ro11 r'.0r-rr.. any lurthcr information. plcasc clo not
hesitate to contact me.
Yours sincerely
Laurcn X{ajor
re 
sr(a)l ra,v\sue pue sldrr)sue4
uerq osle o^eq c"rrq,l'IJeq 1l IlEtu puE .{l1erruor1oa1a ur
]r IIU UEJ nor{ " lnlru-J [q urrol uorlerlsrSa-r IInJ cql nof purs
oJ Jr\Prl TT.I ']uJAc eql ol JsolJ s,lt sv LrEM ll,{ 'nod luprl,l
'leuorJPuralul IIfll Luort 'uEA{ - D-Nl-o s,}eq] - 8Lrlo s,ll
;.rruuu -rno,,{ J)[El I ueJ .(1urct,re. 1
'qluorlr Jxau sr-rEd ur
Juo erll - Js-rnol Sunrn:.r1 .Jurluo. .rnol{ -roJ lelsr8er o] a]TIT p.I
1no,{ dleq I tl?J r\\oH'suorJl?JrunurLUoJ s38rH'olTOH
sldrJ)suD{
Y {lsB g
'9y c8ed uo uor]las cJUJ,r4cH Jql cJS
alrnsLra _q
al8trrs t LrorJepourrlrorre € IqBIU Z dl"rl I
I.IBH
SJqSlru lSeB
'ayqrssod Jr liEpr.rd dq ssrrppe :tuoq,{ru
ol lr pLrJS plnoo no,{ jr 1n1a1e.r8 eq plnoiu J acsecld 'lsnBnV
!18 I rto l"rnl-\TuulC ol lJIJrl urnlJ-i e Jru I( )r)Ll nt,.{ pTno1\
purrfl,rercI
rensrru p;r1s;Ii/in5
'" olluur/rI. " l Jl)IO1sI. " I ptnoJ a"' I,(pIT
,'uorlEpoLuuorJp Ieloq cql )looq t IlilL[>- g
leseald rJlra.raJJ,r Eurlooq rno,{ c,req I,{EI{ S
'aprn8 .rno1 eq1 o1 ryteds o) c{ll p,I t
ll{31g re1c1 E Ioo} I Jl pulru nof plno i\ t
.JIpAu.rE .rno^ Jo eurrl arll urJIJrroJ nol( plno;1 7
irxe] E IIer oJ air elrl no,{ p1nor11 1 1
lAAtAOU
p':r'q'l'1'[ :7 lreur-i1
llu'q 'e 'e '1 '3 :1 lruur-1
,r,rou,{epr1oq.rno,{ a1e1 1,uprp no,{ JaqlE.r [r.l s
11;odar aql qlli!\ au Surdlcq purru no,i plno^\ t
alqBIU /iru a8rn:qr o1 alqrssod aq 1 plnoM t
aJur r(T uorlEAJeSer 1aloq ,{ru [JJLrEr noI pTnoJ Z
'a-rf 
I nof Jr s]uarlr rq] dn IJrd II.I I
1c11r11 cLugrgI
spreic-r lscg
'sluaruarrn bc-r LrorlEpollrtlr o J JB lt-Ior{ r\,\oul Jrrr
1a1 pue 'no,{ JoJ lrro[rr,\LroJ sl slLI] JI rrruuoJ csee1,1 l1qBru
.Lepnoy,1 orll uo no{ rol uorleporuuroJre lq8ru.rc,ro )ooq o}
sn e4t nod plnom 'os 3i 1fnpscnl aqr:ur,{lqrssod no,t- p1no3
')[cJ,]\,\ lxJu Surlaeur e "ro3 Surruor c.re no,{ lprll aru sllJl EJlccl
JrErlJrIN -rPao
"t.rrusuu p.r ts;Iilit I5
'nod Iupq] 'lucurorr Jrll lp dlcq ltuE
perrr ril[En]Je ],uop I lnq ,r4J(r ol no,i 1o purl J.ra,r s,11 3
'q8noqt 'ruu eq plnou laeru leql ,{Ep reLI}ou\I
'uaLIl ]{snq -rJr{1EJ e-r.Jr\l esneJaq '1.[prp no,t "rJq]El p,I B
'sIueq.l,.'lno lr
8ur1-ros purtu no.,( plno1yrlllrcl e lou 'rer\\oqs e qllru urool
E rol pnTsu J se 'c)lelsrut e cq ]qBnu eraql JIII s{ool }] V
s"i.;,nsr rr p; 7 sa1i0 rrt
:)9 ES q' Jt PZ cI
'r{ll noI Jr r\o"rrotuol dn laaur plnor aM _c
'8nrp1rnq Jql lo rnol E -roJ {se o1 o1r1 lrlErru no1 tr
'alolJ(l {Ep cql ssoq Jn() ll.rl .r,u 3r.(Irp; .).\EJl r.rBJ eM I
'IJrs lIo ere ,(aq] 1r ur euoqcl plnoqs c1doe.1 7
'IrlSlJ le )T,ror!\ UEls Jsnrr J.rarl atlof-rJ,\U t
s-t;rrltsr.tu p.r; salilirt<
Ilclrugep 8 qrmu I
,{11ce"r9 c1rnb5 ,ilq8tqf rp.J! [rc,r7 dlollue 17
'68t6t S8i tn 00 uo aru 8urxe.1 ,{q
uorJEA"reSJJ ,{ru tu.rrluoc plnor noI 1r 1n1a1r:r8 Jq plnoru I g
lasecld 'MJr^ E qJlrr LuooJ E J^pq 01 alcltssod aq ll plnoM I
'pred uccq rr\prl ol uaJs J,trsaop lrq lJloq JLIJ, 9
I
t
€
7.
c
N
d
W
c
I'9
,.rsucld o.rn.ll no.i
erolcq sued ro1 slrElep JJeJUoJ Jnod sn a,recl no,t p1nor11
11qBt11 riru Burylacnec purur no{ pJnog
;,{epuo11 uo 0t'0I 1r:1.rodrre
cql ruorl dn eu >1lrd ol rxe] E ro1 e8uurle eseald noi( ue3
lcseald 'alnqJorcl Telorl lsJlpl ;no.{ eru pucs no,t p1no1,1
1'e5^Pald'urooJqJPcl
allnsue uE qllm n-roo"i a18urs E cLU {ooq nori plno;; 1
s;aarsrup.rTs;lilin5 1
o)ll)Erd
'SJJnJTnJ Uaar!\lJq
sl+Jrp lJarrp ssJl/lJa"up Enracl se LrJcs sr JEqr,\ ]Erll eloN
'uor1r:311qo saleJrpLrr puu "re8uo;1s
qrnur sr isrrur :eJrlpe firrr,rr8 "roj pasn sr (1 orrrolucs) p7rroqs
'lepper aql oJ epnr ro ldnrqu ssJI se ssolJl? eruol lq8rru prre
lJcJrp ssel eQ Lrl?J "rJJr,rr\a arll 'a\rlJa[pE c,rrleBeu e Bnrsn neq]
raqler '(9 arualucs) c,rrlralpu a,rrlrsod e a litat Torr Snrsn ,{g
'a-rns 1x)01 llroqP
riluo qJunI loJ dn Snrlaaru sr en8eelloJ ll] lprll e.rns ();00 [
JoLr sr rolrJM aLIl 
^ 
orls ol posn osle st (! alraluas) li1tytt1o.r4
'dn uos.rad erll {JId II Jq c-rns (li)gq }noqe dluo sr talr;lr
3ql lpq]'J'r'er\rJl?lue] aq o] pasn oslE sr (t eruolucs) 7r1lirIy
ilEql
TTII sE u"reporu sE lou lnq 'LrJJpoLu su uJJs eq plnoJ lrod;re
cLIl lEql'J'r 'Ji\IlBJua] eloru Jcl ol pesn sI (Z oJLrJtuJS) /4-rnu
'q,1;11 
1 Eureer8p lnq '8uree.r8e 1sn[1on :uorJ1]pueruu-roJJ.r
8uo,r1s u SurrrrB lnq 'Surpucurruooel 1snI lon
'e 'r ,{13uo.r1s Sr\,\rrA.rrer{} ssc.rdxo s-rJJr,r^r aql dlol1 ol I prn?
t serrrallrJs ur prsn an li1;t1;tltlruo,t pue liyl1r.g 'a^rlelLreJ,rn
IE-rlneu '8uo.r1s eq ol 8lrrJl"r,u -rno,{ 1o auol erll esri\ ABr.u no-\ e
'elrtod pue JJelrpur lsour aql -ued aql ur eJualrics
prroJcs cql saluu-r ;fr.tr- + "' ptiltil ttoli ltput,Xl Jo rsn aLIJ pZ
'tePto
uP JITrT punos lr :lJa.rrp lso[r aq].rrud cql ur eJLrJJLras
ls"ruerl]sc)Eru" lnol.ros JAtJBrJdruraql IocsrlerlJ pI s
J0I
v6 fIS Vt J9 BS g,T V€ JZ [I q
errlrSrrrs r rrflir',lt;"",rlr:o; t
ls"ru Treru-J ;no,( >par1l o1 euocuros 1aB 9
Surlnoqs are no,{ ( ob^odJnd Jnod t
cEen8uul dpoq ,{ue t pl"rcr,\ aq1 lnoqBnorqJ ouoIue Z €
uolleluosoJd
vt Jr [I
lxaluoJ
Aa4 nnsuy
's{ul?ql ,{uu1,'1 ;,,ir:puo14 Jq} uo rurq roJ uorlllpoturuoJJrl
JqBIU-tJAo {ooq ol sn sJullilr Jrl .Jr pue ,{upscn; cqeru uer cq
rJrllaq,,\,\ JJS pue Jm -roJ Irpu-a ue LUILI puas asecld nu p1no3
'{ea!r }xcu Eurlaaru e .ro; Snruroo sr "'rlJuplq a}EBlEI,\i eql
rlrorl '"re " rJIu'l Trr?qJrI,,{ }eLI1 p"reerl 1snIe,r,1 .e"req Et]Jd s,lr ,rH
z's
arpn"r
cldoad euros t,ualV :)lltnll no,{ 1,rrop lop.ro ue c)lrl b-prrnos
dlun:1ror .]no Jr J.ros, pLrE 'slepro uc,rrB Sntaq aIItl.uop I t
iarurl Jxeu 8ur,rc1.yo lellloq l.uo,,\r\ I
',{1de.t 
lnjaler8un LrE tnoqe 11e;'drr1 ssaursnq srq Llllr!\
d1ar1 o1 pa.ra11o p.1 an8r:a11or e uxrrl ,{ep.rclsed lnuru-a uE lo8 I a
ilerl I r!\oq 1snI s.1eq] 'no,{ 11c1 ul]r T puE - }E
pelnoqs Snroq er.nod a{ll lool slelrch:r,{es cldoe.f i^TpJrdeJ
rrr IIE s.]r rildc,r .req ]E {ool }sn[- eJrreralrroJ e o1 o3 01 .11o
JurrJ aluos Jol ssoq,{ur pa>1sr: 1snI c,r,1 ,']r e^arTaq no,{ plr014 1
t's
stdlDsuor!
q *tltd'}
€
7
C
b
some changcs to the progrnmme. Was it the 1'ull three daysyou rt anted to attend ?
X, No. just Thursclay and Friday.
F OI(, I'll ash my assistant to send you the programme 1or
those tltrr davs. Can I just take your e-mail :rddress2
N,tl Yes. it's ...
6.2
X,{ Hi, Leigh. Glad I've bun'rped into you ... The salcs training
er,,ent is going to hnve to be rescheduled, I'rom l 3th April to
15th March.
F Oh?
N,,1 Someone's o'",erbooked thc vcnuc.
F I see. So r,r,ill it be the snme timc - clcvcn to lir,'ei
\'{ \tVe're going 1o start a bit earlicr - I'ralf past ten so we
should linish half an hour earlier, too. Coulcl Srou 1ct Diane
hnor,r,?
F Surc.
5.3
Hi. I'm not going to be in till about tr,rrclve. C-'ould you e-mail
Jane 1br mc and thank hcr for the e-mail? She said thc salcs
mccting is today. but I havc tomorronr at ten in my cliary ...
Also, she s:rid ne rvere in the boardroom, but I havc bookcd
Room 343. l'erhaps you could lct hcr knor,rr. Thanks.
Answer key
Presentation
I I \tlr Qing Wan 2 Participation in a training coursc in
Paris 3 A registration lorm and the prograrnmc
2 No. the caller receives inlbrmation for Friday only;
inlirrmation for Thursday and Fr:iday n as requested. He
may need to clarify thc dates (different on the programmc
and the e-mail; ivhether there nre any changcs to
Thursday's programme; r,rrhich norlishop has bcen
ca ncelled).
3 Neither is very accuratc. See Practice Exercise 1 1 lor an
amended rrersion.
Practice
I a Evcnt: sales training errent
llate: 1 5th A,Iarch
Time: 10.10 a.m. 4.30 p.m.
2 I 6th l,Iarch { 1 5th X,{arch: cln cn { 1e n thirty;
fir,c t lbur thirty
3 7 principle = noun (rrLlelbelie.l): pt'inL'ipal = acljectivc (rnain)
2 interesting = trcljective (describes trn object); intcrcstctl =
adjectirrc (describes a person's attitudc)
3 pcrsonol = adicctive (conccrninyl nn indit,idr.url\; pcrsonrrcI =
r-roun (str//)
4 t,aluable = adjectirre (l:Lrt,irtg ruorth); expensllrg = ndjgc[i1r(]
(costirrg tt lot oJ' nroney')
5 et,entualllJ = adverb (.oJ'!er a long titne\; Jilnllu = adverl.r
(.lrrst irr a scric.s)
6 beconre = vcrb (turrr intti): receit,e = rrerb (gct)
7 traincr = noun (soineone ufio gives trainittg'): tTtLiutt =
noun (sorrreonr u,/rr.r receiycs trnirrirrg)
8 hou,eucr = aclr,erb (used to adci a surprising or
contradictory picce o[ infor:mation); althouqlt =
conjunction (dcspite tlrc fact thot)
4 I valuable 2 personnel J Hor,r,ever ,l trainer
5 Finally 6 receirred 7 interested
5 Amcrican English
1
2
3
I
5
6
7
8
L)
cancclccl
ccnter
color
organize
licensc
practicc
1ravclcr
labor
theertcr
6 There are three parts to the course: financc, markcting
ancl HR. Mnrh Draper rirrill be the main trainer for the
financc and markcting sessions: Joy Nrlarlonr r,rrill be
responsible fcrr HR. Do you har,,e any questions about the
coursc contcnt?
7 I 1 havc livcd here for tvro years.
2 If I had more time. I would tahe a course.
I I thinh that r,r,c shoulcl postpone the next training
COUTSC.
4 We harren't had many participants on the courses.
5 Thc traincr did his bcst to motivatc all the participants.
6 Wc all look forr,trard to seeing you soon.
7 'l'hcrc's been a significant incre:rse in the course cost.
8 Su.qccsted dnsl{rrs
1 participants. 2 linish the report.
I J vrould leave rr-ry iob. 4 1995.
5 should havc regular breaks. 6 to meeting you.
7 fall in demand.
9 1 am r,r,riting 2 tahe 3 r,vhich 4 on 5 l)oing
6 have 7 advicc 8 to contact t hearing
I 0 sincerely
I O I 'm attending / r,r,ill be attending 2 it's 3 [f you're
4 mcct 5 going 6 for 7 lihc 8 rnahc
I I Su.r7.r7ested an-su,e r
Thank y6u lbr registering for the 'Online Training for
Business' conl'ercncc. which is taking place in Paris I'rom
8 10 October.
T have attached the Iinal conl'erence programme 1br
Thursday and Friday as you requested. Please note
that thcrc aren't any last-n'rinutc amcndrnents to the
itinerary for Wednesday and'fhursday, but there are a
few for Friday.
On F'riday, tl-re plenary starts :rt elerren o'clock and lrill be
in Room 3 I 1 . The rvorkshop at I 3:OO has been cancellcd,
as the principal speaher is il1.
l2 a E-mail lanc about thc salcs meeting.
l)atc: lomorror,rr
'l'imc: 10 a.m.
PIace: Room 341
b Strggested attsr.l,cr
I)ear Janc
This is just a quick e-mail to lcl you knoir that Sam
le1't a voicemail message about the sales meeting.
Appar:cntly it's taking placc at 10 a.m. tomorrorv in
Room 34J nnd not todav in the boardroom.
Bcst r,rrishes
Sanclra
Review
I Suggcsled art.su,ers
I six nronlhs. 2 tlaining courscs.
3 am:rttending a linance course . 4 J r,r,oulcl lcave n-ry job.
5 sccing you next r,r,eek. (r booli that is?
7 contact me i[ you rcquirc adclitional information.
[3 complaints abou1. thc coursc so far.
2 7b 2a 3c 4h 5d 6e 7f 8g
3 1;\lthough 2r,rrho 3seeing 4interested 5it's
6 many
4 Thank you for your c-rnail inviting me to be 5rour plenarl,
speaker at thc 'Sales llirect' confcrence in Londor-r ir+ ncxt
month. I r,r,oulcl be delighted to accept your invit:rtion.
Howevcr. I would be r,cry gralclul if you coulcl lct mc hnon
as soon as possible nhen exactly thc conlercr-rcc is taking
place, in nrhich centre and n hat I should spcah about.
British English
cancellecl
ccntrc
colour
organise
licence
practisc
traveller
labour
thcatrc
F
L
.]*
t\
:.
6
m
=EI 
Transcriots and answer l<evs