w*w.macmillanenglish.c.

"'/it"ly MACMILLAN

Phrase bank index

Basics
88 90 91 92 95 96 98

Affangements Writing styles ommercial

Complaints and apologies Personal

Reports

MACMITI-AN www.macmillanenglish.com/italy

Basics
Dear Mr/Msrtr{s Dupuis

Hi Mary
Mary,
.

Ded Maiy
Thank you for your enall of
..

. (ot no

roru

at aU)

Thants for yolr emil.

Re youi ldr emaiL, -.So.ry I haven'r written fo! ages, bur I'!e been realb bsy.

wiih

reference rc your

emil

senr [date], ..-

I apologize for not getting in conracr with you befoie now Common acquaintdce
Your name

ws siven

ro me by

..

I sor you name frcm

\Ye are writing ro inform you dlar ...

JNr a short note to let you know

I am wridng in connection with . . . In .ep1y to your email, herc are .. . l'nr Mlrins ro let you know dnt . . . ate able to conlirm that ... We would like to point out that ... You will be plemed to heat drat . . . ve regret to infom you thar ...

Here's the ... you wmted.

Ve

l<ncon{imthat...

Please

find anached my report.

I'm sendins

ro! ... s i pdffile.

-

Here is the ... you wanced.

Askins fot in{orMtion

Could you give ne sone informatioo about I would like to know . . . l'm inrerested in ceivinsfLnding out .. . I would be gntetul if you could . ..

Gn lou

tell me

lirde mde abo$

Pleue... /Canvou...?
Couldyou...? Cm I have ... ?
I'd appreciate your help on this-

Iwonderifyoucould... Do you dlink I ould have

...? Thmk you in advance for your help.

1wil1 ...

f
narrei

...
eet back to you soon.

I'll
I

investigate the

I'll looL into ir.

will contact lou again shortly.

.

I'[

Offering help

Ifvou wish, I would be happy to Would you lite ne to ...? Thmk yo! for your dsistance.

Do you

\nt

me ro ...

Thanks for your help.

Do nor hesitate to contact us again if you need any further info.mation. Please feel free to contact me if you have ary qoestiom. My dkect line is . . .

lf theret an.''rhing
Just give me a call

else, just

ifyou have

any questions. My numbd is .-.

Cloe

Giae my regdds b -.LooLing {osard to our meting.

Speal to you soon/See you son. Bat wishes/All the best

Phreso bank

www.nacnilanendish.cony'itrly

MAC MILLAN

Checking understanding
Did you get ny Lsr emil sem on . . .1 Sony, you forgot to attach tl'e fib. Cm you send it asain? 1 sor your enail, bur I cart open rhe anachnent. Did you mean ro seDd rhisi I don't wanr to open the artachmeDt in case

itt

got

Asking {or clarification

I'n not

sure what you mean by this. do you meanl

Colld you cl,trify?

Which...

Sorry,l don't undentmd this point- Can you explain in more detaill Are you sure about tharl
Sorry, what I meant wm

..., nor ...

I thoushr ..., but I

l'11

may be w.ong.

check and get back to you. The corect infomation is siven below. Please amod you records accordiryLy.

Son], forget ny 1Nt efrai1. You're rishr.

I hope tl's

Ger back io me if

cldifi$ dre siruadon. thert anythins

else.

Negotiating with external partners

Asking for in{omation

Wlur ar
Do you

your usual chatges (feeshates)

io a jol
.

Like
.
.

ths?

Can you sive me some more infomation about

thinl

you couLd
...

. ?

Would you be able to

My nain concem aL this stage is ... The main rhins lor ne is ...

Asking {or

a suggestion

How do vou drink we should deal with lhisl

W1lat do you think is the best way foNardl

Making

a suSeestion

Vhar alolr if we
Negotiating: being

...

fim

t undersrmd what you're saying about ..., (but ...) l car see {hat rou're sayins lbout ..., (but ...)
I world be prepared to ... (if you ...)

Negotiating: being fl exible

I an wiiling to . -. (ifyo(...)
Nesotiatingr agreiry
Okay, l'n happy widi that for low Thar's fine. Ler's go ahead on that bass.

Closine

I look

l'n

to workins wLth you. sony that we couldn't use your sewices this tihe, but I hole there will be

fona

another opportuniry.

A MIII-AN
MAC

*--.-*uttanenglish.cony'italy

Arrangements
Meetings

I'm writing to armnge

lime foi our meeting-

Jst

quick note to anange a time

suit you?

'ivhat time would be convenient for youl

Suegesting tindplace

VlEn would
H@

Could we neer on ldayl ar [tine]?

Aa rou
I would be able to attend dre neeting on

abour ldayl at lrine]l {iee sometime ndt week? am. after lunch

I'n fiee Thmday

I

Thusdav momins.

I'n out of the office until

2pm.

vort

Any tine after that world be fine. Unfortunately I cant mana8e next Monday.

ADy Sorry,

tic

be

mnd mtil
aftq rtrat
make it
is

olay,

(fut

ndt Mdday-

Con{iming
Thatk fne. I will calVenail you comonow
ro

Thuiday

is sood

for ltre.

mnfim the
is

details.

That should be okay. I'11 ger back to you if t\eret a problenRe

Changing

Thir

to 1er you know that I will not be able aftmd dre nee ng ndt Thusday. to if we could move lt to . .. ? I wonder

ou

meting nexr week,

$DT but I can't make Thwsday.

How about... idreadl Sorry for the inconvenience.

I apolosi?e fo! any inconvenlence

caused.

I look {oNdd to rneeting yor in Bruseh. Let ne ltuw ifvou need to chenge

Give me

call

ifrnydri.e

chanses.

lnvitations
Invitinq
I wolld like ro invlte you lo atrend ...
Your prerence at ... wlll be very ueirl. Please let me know if you are able to attend.

I'm wriring to inviE you ro . . . It would be great to see you drere. Please let me know if you cd

Before the neting it would be usefui if . . It would be helpful lf you could bring . . .

Pleme ... before the meeting.

PLease

bring to the neering

..-

Thank you foi you kind inviration. The date you slggest is 6ne. I would be delighted to attend lhe neetins.

Thanks a lot for dE invitadon. The date's 6ne {or ne. l'd love to come to rhe neeting.
a 1or for you kind bvirarirn. Unforrunately, I have omething

Retusiry

Thanl

you for your kind invitadon. Unfortunaely, I have modtr appointment in my schedule on thar day.

Thsnls

else on I hope we

that day. Fleoe accept

I hope we will have the opporruniry to meet on nnother occasion in the neai futue. I am sue rhe neettrs will be s giear succe$

cm meet up

soon-

Good luck wirh the meeting.

Phrase bank

rxww.macnillanenslish.coditaly MAC MTLT"AN

\l\l

rt'

11

t[ii tili

$lrl"\,,'f ,rilllil

Formal,/Informal

Thank you for your cmail of 1 2 Feb. I rvould be gratetul if you could ...
We regrer ro advise you rhat . . . Please accepr our apolosies for ... I was wonderine if you could . . . \7e note fron our records that you have We rould like to remild you rhat ...

Thanls for the emaiL.

Re ...

I'm sorry to telL you that

not

..

lr It

is nece$a.y for
is

ne to

...

lossible that I will ... Would you lile me to ...l Howevet,...,4n addirion, ... ,rfterefore, ...

If you require rnr funhei inFormarion.

please do not he5itate to.ontact me. I look foruard to necting you next week.

I nishr ... Shall L..l But, ... /Also, ... /So, ... Ifyou'd like hore details,

asstancei due to/hqure/inf orm/nrfonnation

helprbecause oiask/tellfacts

r-Jd;malpairs
i:11i lde mcaning)

occu!arion/po$e$/provide/receivehe!ar
requesrhequrenents/r erLli

Polite
Polite and diplonati.
Couid you lossibLy ... ? I sas Nondeiine if lou couLd ...1

-ltiDs

for

a.mniion

lsirokayill...l
Could

Vouid u
I wonder

be a problem for you

ifI...l

L..
..1
.. .1

ifl

couLd ...1

Offe.ils helr

Clan

Shrlll
Makins a sugesrioo

VoulJ you like me to . l Do you necd ,ny help with ...1

\Vhar about ... (+ -ins)l Shrll wc . ..1

Perhaps we

shouli ...1

There seens to he m issue with thc.

k\
a

norhins

I'm sonn but it lools iile there will be

smll

delay.

Ir will be very expensive.

It nishr be quire etpensile.

Vont it
I'n not
That sn'es us very lide rime.
I

be a bu expensivel

sure we can do
Lt

that.

Actually, rhar doesnt give us nuch rime.

rhhl

,tls betrei to asl Liyu.

Vouldn'r

be

benc

ro ask Liyu?

I can see whai youle sayins, but ... Donl you rhink drar ...1 To be honest, I rhink ir nisht be better io

..

Phrase bank

91

,l

M MILLAN **,,.-*-illanenglish.com,/italy
MAC
t\",

nr ut'tr

titt

'tt

ul P''r:

ii orit

Request for information (customer)

How you got thc contacr

Ve net lasiThunda-r or y.ur stard

I
Hm

ar

tlie \4uich Tade Fair

eNailiigyou

ri.

yolr websire, *hich I tounJ d\roush Goosle

We are a maufactuerAqpLietprovder oa ... We are iffercstcd in . . \Ve iie a I'olish comp.ny erlortng m rhe rest ol dre EU, and irc nceLl

Please send us

, Yeuo,llb L 'r l, . '. inft,rmatDn aboutyour

1o'
fricc:

lrR)duci nnge and

]n p.ricul.r, we Nould like ro know ...

lleasc stnd detaiis of your priccs, {lscounrs, terns oa rr\ drent Clould you dls. sal {heiherthcre,s any mininlm orJe.l

dJ

J I n

.i1 ti'!es

An e:tly replyrvorltl bc gre.tlr eppre.irrcJ I loh iorw:rrd to an carlr retly, end an surc rhut thete

is a

narkcr

tr.l.u

producrs

Giving in{ormation (supplier)

Tha*s
'I'hank you lor your cmail of 4lune inquidns rbout...

\le

can quore rou , r.ice We can shif by . . . U:acl

of...

The goods

wiLL be

shippcrlwrthin thrce.1a-vs c,fr hm order

Ve

can ofkr a discount of i0/. on.rders oler5000 1. nr Wpreq,rFi.)r

,,r'.

; l"'e o.

Our normaL proccdurc i$ n, ... Ou nolmal tc,ms nr{i6t-r We catr nrpFly the iten$ rou reqlire dtrccrlt f.om srock.

I am attachinJr ou cunent cataloeue atul price lisi a

Highlighting key points
You will see

'n ,,, h !" o, -nr

l,.,

gi ,r a"l '

a pdf fiLc

rhir ou ltrr ol...

a

is

c'r reciai offer rishr no\r'.

This nondr se are offering Answering qdestiors

specill deal on ...

\fe car neet aLlrorrneeds. Our exFrience !r ihisfield in.lu,l$ .. We ship ihe goods v,rhin 24 hours ofa finn orde\.n! for firi{trne ou minimum o cr ii $2,000. t am sory blt tlut modclis no Lonser availablc I-kNe\ er.

cusromcrs

CIose

May 1$ggesrthat t caLl lou ar you convcnien.e to di:cu!! rh nattei lurdlerl lfrou nccd anr further informarion, Flcasc J. not hesirare ro conta.r me. Mi direcr

92

Phrase bank

wwwmacmillmenelish.con /italv MACMILT"AN

Iollowing up a call (supplier)

Op""
Thank you for yolr calL dris nonins, and for explainir4 your needs so clearly. I rndentand 1'ou are Imking for . . . and I am confident we can find a good solution sonc infomldon lbout our comlany, includins . . I have anached a list of some of our ciien$, which include [names of comPanies]
I have attached
I'11 give you a call in a day or two after you've had a chance to read Perhaps it would be a good idea to nee. in peson ro discus . . l

As aereed,

Close

ln ihe meantine, if you wouLd like to discuss any odrer points, tocall me on mv direct line, eiven below

Plerse don't hesirate

Clari{ying issues (customer)

Open

Thank vou for sendins... . we aie inreresred

things we would like to

in...

Howeler, therc aie oneor rwo

clalfi

beforc going ahead.

Do you give any discount for large orders? lf we pay 50% in advmce, can we pay the rest after 60 daysl \X/e need the$e ircms by . . . ar rhe Latest.

If we can reach an asreenem on $ese nattes we are sure business wirh you in the lirtureWe look fosard to hearine hom you soon.

thlt

we can do nore

Agreeing terms (supplier)

Thank you for your email of... inquirins about

po$ible order for.-.

In relation ro ..., we wouLd be happr to 1et you have ... I have spoken to ny line oanager, and we are able to . . . on this occasion With resr: to . . . , unfonunarely we ue not able to find dn acceptable compronise. \I/c aie happl' to give you ... if you ...
.

. . However, I

an sure we can

Ve -ou1d
Please

be

gratef"l il yo" could supply bank referenccs.

comrlete and retum the attached form so that your order can be procesed note

Please

any delay. tha ve have rccenrly improved the tunctionaliry of oui website, and it now possible ro place an order online.

i$out

Close

qill give you anorher calL later in the week to checL drat everydrne is satisfactory Ve look foNard to receiving you order, and asure you ir will have ou prompt
I

If 1nu need any irrrher informarion, do not hesrtare ro contacr me.

Phrase bank

93

M MACM ILLAN **-.---ilt""english.com/italy

Making an order (customer)
Open

Thanl

you for youL rcccnt

enail, and sc lccept you qrcrarion

is

Oui comlLeied order

n)m

atraclied, and se have instLuctcrl our b:rnk ro open a

Close

PLease

acknorvledge receipt ofthis order

Con{irming an order (supplier)

Open
Your oller has becn rcccivcrl. We can confim rhat yout goods havc beer shipPed Ihe ro exceprion,l denand rhesc itens are renFora.ilr out.lisio.k Wch.te to he able to ship your order wlthnr ... days. Wc r ill ktcF rou full-r innrrned and apoLosilefor lnr inconvenience this mal cauie

We

aLe confident that you rvili be rery slrisfied $trh rhe eods ShoulJ drere questrns,lLeme do nothcsitare io coniict me, eiili.bt emaii or Lrhone

lt

anr

Asking for payment (supplier)

We are ivriring regardiq a payment ol12,600 for in.oice numbcrKJ6TE.

Ths

is

nowovcrdue. Acopy olthc invoi.e is attacheJ Accodins to our iecords. rhe sum of4,500 s snll oursranding on t.ur lccounr. l'lcasc srnd the money by banL naroler to rnle dre accornr, orsile enexplanarnrn of whv the balaDce is still outstandine lf you favc already deaLt with this mrtier, flease Jisresard ths email We Noukl arfreciare your cootcution in dealingNith dris marrer.5 sDn s

On Idatell vrotc ro rou recardins lou. comrd-!! unpaid account, anounrine t.l 4,500. Mavwc please remind you rhar thn anount I srlll ,nntanding. I sish ro dras your rtrcntn,n Lo my uer ous ernail of Idarel abur the overdue faymeni on rou...counr. We are ren concemed that the nanerha: not
received your atrcnr1on. We need ablnl tiansfer in f LlsertLenenr \ifiour rufthe.Jel,t CLearln rhis situatn)n cdnot be alLo\cJ to conmue. oJ \e muw

ukyou

ro rake

iDDediatc lctbn to serrLe you account. lf you h avc an! questions, do nor hcsitdre N conracr

ne

Thank rou nrr vour

lollowingny

emails ofLdaicsll nun Drbm lou th.t se have still not ieceived p,yment for rbe ourst.ndins surn of4,t00. I ruote ro you on [dates] cer.Jins rhe balance of12,600 on your account l
r

rttrch copies of borh enails ThG sum is now two months overdue We a.e !er) rq, F, h.. n . ,n.r'.J ."n. r -Jrr
"r

'l'r

",

, ,,

Unless we receive paymcnr q ithin seven d.ys, we shall ha1'e no akemarive tahe legal action ro rccover t1t moncy ln the neaniime, rour cxilting ciedlt facilities have bccn suspended

btr to

s4

Phse bank

www.nncmillanenglish.con/italy I\{ACM]LLAN

ili, rr:l

rn

gl tl'i l ri m filtri] id

lt'll {l,.tr

ffi

il,:}

ffi il,{) ffi il lI* tii'

Complaining (customer)
or"n
... in connecrion with nr ordcr FS690 which arrivcd this norning. ... to complanr about the quality ofa Foduct I bouchr from youi websire. . . . ro compLair .boui the pd.r sen,ice N receivcd frcn your comlanl
.. t. draw lour.ttcntion to fie nesarile airitude of si)me mernbers of your team Complaint
Our order dated 16 Septcmbcr clearly srared that we vinred 600 rtens. Hoivlcr you The goods were farlty/dam.sed/in poor condition. There seems lo be !n eror in fie invoicc. The equipmcnt I ordered hN sriLl not bcen deLivered, despiie my lhonc c.l1 to you Iast s'ec'l nr srr that it is needed urgcntly. The prorluct l received was {eLL beLov the standetd I expecred. Tr mrke nntte$ wose, when I callcd yot conpany your staff {'cre rude and

Pleasc rephce the lauLty goods as soon as possihle.

\I/e musr iNisr on an immediate replocenent/fuLl refund. Unless we receive ilie eoods by thc endofrhis ireek, ive willhavcno.hoce bur to

I hope rou wilL dcll vith this

ditter pronpdy

as

it

is

crusnrg c.nsideiable

Apologting (supplier)
I am sriting in reLaridr to your rcccnt cdmpliint. I iras vcry conccmed to lcrn rbout ... Please accept my sincere aFolosics. I roulllikc to rpologrc for the inconvenience caused.
\Ye

apre.iire thar.tis

has caused you conside.ablc

in.onvenien.e,

lut

we cannot

lcceptanr iesponsibilirv in rhis ouner.

We uill rnd refLecement item^end rhe missine goodteive yor a rclirnd lmmcJiatcll. I need lo looL inro rhis. Please leave ii ivirh me and I'Ll ect back ro rou iomonorv I hare tooked into the mrner and . . . t have spoken to die stai{ involved, and ... Wele haviLig a tempoFry probLeLn $'ith . . . eie d.ingeleryfting ue.an ro sorr

To conpcnsute Close

fo

the inconvcnie ce, we Nould Like ro oilbr yor

..

Thark

vou for brinsins thls nuttcr to ni\r lttention. Once again,l hoFc yor will acccrt mr apbgies lor rhe inconvenience caused. I can asurc yor thrt this uill ndt hapen egain. I verl nrch hopc you u'illcontinue to use ourseNices in rhe furuc. If vou havc any funher questrrrs, pleme do not liesnate to contact ne on my rllrect

Phhse bank

95

A MIII-AN
MAC

**"..*-ithnenslish.cony'italy

illD,f* ll"ltl,,r'* tt'tt,CIt il

Opening and closing: some examples

Sory I haven't bee. in rouch. Really busy wirh all kinds of sruiL
Thank you so much for rhe wonderful present. ftt exactly.har l wantc,l How did 1'ou lorowl Anyway, thart all for nor: Are you on

SLypelLet\fix r dne ro char.

Thanls asain for the sifr, dnd sive ny very besr wishcs lo your famiLr.
Yor know you can count on me if you need any support.l'llcrll rou at the reekenJ to see how iiings are.

I'vejlst lerd youi enail.l'm

so

soi4 ro

hear abour what happened.

Rerlly sorry, but I cant make it at the

weekend. Such a sharne became

Sory asain I cant come. Bui let\ neet

up soon anyway. ro see

ws

Looking

foi{aid ro it.

thrt

What about going new Ans l-ee molie?

Being friendly: linking words at the start o{ a sentence

You heatd something, but are not sue Ir seems thadAparentty

obvious or already known What you reatly think Most important thing about a situation Chansinq the subject, or r.turnin8 to it
U nf oriunately/Lncliily To bc honest/lfyou ask me Basically/Ar rhe end ol rhe day

Asking {or advice

Open I'd like your advice about a prohlen I have I wns wondeiins ifyou had any ides.
I would

Theret somcthins on my mi.d. What should I

dolAnl idelsl
a caLl.

,ppieciate it if you could contacr me

llease ler ne knos $'hat you rhink.

You can

ro discuss rhis natter

fufthei

enail, orsive me

Giving advice
Open I {'as

$ry

to hear about your cunent

l'm rcalnnr yodle havins sucha

hlrd tine at the moment

Giving advice
I think it nighi be a sood Have you thought of ...

(* -'"c)l
.

\Vlur abour. . (+ rng)l

I think

I thinh rhis option would be preferubie to .

ii:

bener

fim

...

I hnpe L harc b.en,

'orne

help

96

Phrase bank