Company To Company PDF Teachers Manual

Company to Company
A task-based approach to business

emails, letters and faxes
Fourth Edition
Teacher’s Book
Andrew Littlejohn
CAMBRIDGE UNIVERSITY PRESS
Cambridge, New York, Melbourne, Madrid, Cape Town,
Singapore, São Paulo, Delhi, Mexico City
Cambridge University Press
The Edinburgh Building, Cambridge CB2 2RU, UK
www.cambridge.org
Information on this title: www.cambridge.org/9780521609760
© Cambridge University Press 2005
This publication is in copyright. Subject to statutory exception

and to the provisions of relevant collective licensing agreements,
no reproduction of any part may take place without the written
permission of Cambridge University Press.
First published 2005

Reprinted 2005
Printed in the United Kingdom at the University Press, Cambridge
A catalogue record for this publication is available from the British Library.
ISBN 978-0-521-60976-0 Teacher’s Book

ISBN 978-0-521-60975-3 Student’s Book
Cambridge University Press has no responsibility for the persistence or

accuracy of URLs for external or third-party internet websites referred to in
this publication, and does not guarantee that any content on such websites is,
or will remain, accurate or appropriate. Information regarding prices, travel
timetables and other factual information given in this work is correct at
the time of first printing but Cambridge University Press does not guarantee
the accuracy of such information thereafter.
To Lita, without whom I doubt this book or my writing career would ever have
happened; Daniel, aged 11/2, who almost made the writing of the first edition of this
book impossible; Fiona, whose imminent arrival kept me working; and David, who
arrived just in time for the second edition. Since then, there’s been the third and now
the fourth edition, and Daniel is now 20, Fiona is now 18 and David is now 12. As
they’ve grown, so has Company to Company.
Acknowledgements
Thanks to Diana Hicks, whose energy and imagination first gave me the idea, and all
the Al Jalahmas, particularly Anne and Yousuf, and the staff at Arabian Electronics
who helped me with original source material. I am also indebted to many people at
CUP who over the years have given useful guidance and support. For the fourth
edition, I would particularly like to thank Clare Abbott, Elin Jones and Catriona
Watson-Brown, who steered the typescript into production.
The authors and publishers would also like to thank the following people and
teaching centres who have given very useful feedback on Company to Company:
Bell School, Cambridge; Bell College, Saffron Walden; British Council, Munich;
Cambridge Eurocentre; Colchester English Study Centre; Jim Corbett, Key English
Language Services; Sweden; Godmer House, Oxford; S. Hagen, Newcastle
Polytechnic; Inlingua School of Languages, Hove; Münchner Volkshochschule,
Munich; Tom Wageman, The Netherlands; Sue Spencer, Indonesia; Pam Scott,
Thailand; Anne Weber, Switzerland; Vincent Broderick, Osaka, Japan. Thank also to
Peter Donovan, Will Capel, Sarah Almy, Jayshree Ramsurun, Ellen Shaw at CUP, and
James Dale and Amanda Maris for freelance editorial work.
Note on the Fourth Edition

For the fourth edition of Company to Company, both the Student’s Book and the
Teacher’s Book have been completely reset with improvements in the design. Many
additions have also been made to the text. The course includes new guidance on
writing emails, British and American English usage, style, levels of formality and
politeness, customer-service language, inviting and responding to invitations, use of
paragraphs and other language points. Two new sections have been added to further
develop the students’ ability to edit their own work. All of the innovations introduced
in previous editions are still there, of course, including the self-test tasks at the start
of each unit, the guided work in the Study sections and the fluency-focused Activity
sections, and The writing process sections.
We welcome your comments on using Company to Company. Please write to Andrew

Littlejohn, c/o ELT, Cambridge University Press, The Edinburgh Building, Shaftesbury
Road, Cambridge CB2 2RU, England. Fax: +44 1223 325984, email
eltmail@cambridge.org.
You are also welcome to visit the website which Andrew Littlejohn maintains.
Articles, papers and an A–Z of ELT methodology are available at the following
website: www.AndrewLittlejohn.net
3
Contents
Acknowledgements and Note on the Fourth Edition 3
Introduction 6
General guidance 8
The Study sections 8
The Activity sections 8
The writing process sections 12
Tests 12
Correcting written work 13
General notes on business correspondence 13
To the new or inexperienced teacher 15
UNIT 1 1A Study section: emails, opening and closing an email, subject headings,
Making asking for and sending information, email style, being polite 16
enquiries 1B Activity section: Misplaced orders 21
Slembrouck BVBA have delivered the wrong goods to The Court
Hotel and ABC (Drinks Machines) Ltd. What should they do?
1C The writing process: Getting help 28
UNIT 2 2A Study section: attachments, parts of a message, beginning and ending,

Business email conventions 29
prospects 2B Activity section: A business trip 33
Nagakura try to arrange meetings with the office of Leefung Plastics in
Hong Kong and Singapore. However, other events cause difficulties.
2C The writing process: Steps in writing a message 40
UNIT 3 3A Study section: referring, giving good/bad news, saying what you
Contacting can/cannot do, giving reasons, British and American English, paragraphs 41
customers 3B Activity section: Holiday time 46
Western Travel want to book a holiday for a group of tourists, but there
are problems with the tour organisers, Sun Express and Golden Holidays.
3C The writing process: Writing a plan 54
UNIT 4 4A Study section: letter layout, the date, making mild complaints, making
When things a point, warning, making strong complaints 55
go wrong 4B Activity section: Who’s responsible? 59
The heating system at Perfecta Ltd explodes. Who is responsible:
Aqua Warm BV or Bauer AG?
4C The writing process: Read before you write 66
Test on Units 1–4 67
4 Contents
UNIT 5 5A Study section: requesting action, apologising, faxes 71
Getting things 5B Activity section: From quote to sale 75
done Tavridis Ltd urgently need a large quantity of cable, but the suppliers,
Midtec Cables Ltd and Hanston Electrics, have problems in delivering.
5C The writing process: Drafting 84
UNIT 6 6A Study section: personal business letters and emails, opening/closing,

Maintaining inviting, accepting and declining 85
contact 6B Activity section: Repair or replace? 88
Jarritos SA use some rather old equipment in their factory. Should
they ask Wesco Engineering to repair it or ask Alpha Food Machines to
replace it?
6C The writing process: Checking your work (1) 96
UNIT 7 7A Study section: informal business letters, informal writing style, replying
Customer to complaints, advising customers 97
service 7B Activity section: A credit check 101
Wainman Ltd have serious cashflow problems and want to buy paper
on credit from Northern Paperworks. However, a reference from
Lumino Inks Ltd makes the situation complicated.
UNIT 8 8A Study section: arranging and confirming meetings, placing orders,

Product circulars, revision and consolidation 109
promotion 8B Activity section: A trade fair 113
Massari Tractors in Italy want Agricultural Supplies Ltd in India
to increase sales, but who is going to pay for promotion at the India
Trade Fair?
Index of student role cards for the activities 124

Email and fax headers 125
Letterheads 127
Contents 5
Introduction
Company to Company is a task- and discussion-based approach to emails, letters and
faxes. The basic idea behind the book won an English-Speaking Union English
Language Award, presented at Buckingham Palace.
Who is the course for?

Company to Company is for students with a lower-intermediate knowledge of
English who may be studying in language institutes, commercial schools or the upper
classes of secondary schools. It aims to teach the language and forms used in business
letters, emails and faxes.
How is the course organised?

Each of the units is organised around an aspect of business and contains three
sections: Study section (A), Activity section (B) and The writing process section (C).
In the Study section, students learn the conventions and expressions of business
correspondence and practise these through short exercises and writing tasks. This
section teaches students how to do things in English, such as complain or ask for
information, or gives guidance on style and writing conventions.
In the Activity section, students are placed in a business situation where different
students (normally working in groups) represent three different companies. Through
a series of role cards at the back of their book (three for each company), students
become involved in writing and replying to each other in order to accomplish a
business goal, such as ordering some goods or arranging a business trip. After the
activity, there is a feedback stage where the students look at what they wrote and the
problems they had.
The writing process section focuses on different stages and strategies in writing,
such as planning a letter, making a draft and checking it.
What is the purpose of the different sections?

In the Study section, students learn how to do certain things in English and then
practise what they have learned through various exercises. This stage is a vital part of
learning, but there is also another aspect that must be taken into account: the context
in which letters are written.
Normally, writers of business letters want to achieve a purpose, such as ask for a
quote or apologise for a delay. They have to think about who the reader is and what
may happen as a result of the letter. The main aim of the Activity section, therefore,
is to provide a purpose and context for writing. In the activities, each letter that one
group sends to another will be read for the message it contains. This means that
when composing a letter, students need to view their writing through the eyes of the
reader. As the activity progresses, they have to think not only about the correctness of
the language they use, but also of what has happened and what may happen as a
result of their letters. In these ways, the activities try to mirror the circumstances in
which business letters are produced in real life.
6 Introduction
The writing process section also aims to develop a ‘real-world’ element. Outside the
classroom, the demands on students are unlikely to be as controlled and planned as
they are inside the classroom. This section therefore aims to develop the students’
ability to work by themselves, by showing them how they can plan, draft and check
their own work.
How long does the course take?

The amount of time you need to cover the material will vary from group to group,
depending on the level of the students, how familiar they are with writing and the
problems they have. The following is a rough guide:
Study section: 2–3 hours
Activity section: 1–2 hours (including the feedback stage)
The writing process section: 1 hour
The book as a whole, then, will take approximately 50 hours.
Is it possible to make the course shorter?

Yes! There are many ways to do this, depending on how much time you have
available. Here are some possibilities:
• Ask the students to prepare the Study section at home.
• Omit Study sections with language that your students can already handle.
• At the appropriate time, either omit the Study section of Unit 8 (revision and
consolidation) or ask the students to do it at home.
• If the students have done a conventional letter-writing course but need further
practice, omit some or all of the Study sections.
• If the course is just intended to provide the students with a basic knowledge that they
can refer to later in their own time (rather than with a working ability), omit some or
all of the Activity sections.
• After discussing the lead-in material to the Activity section, ask the students to write
their first message at home. The activity can then begin next lesson with the students
delivering their letters to the right ‘company’ and then referring to their second cards.
• Omit some or all of the feedback stages after the activities and collect in the students’
letters for correction.
• Cover two Writing process sections in one lesson. Read through some of the exercises
with the students, but do others more fully.
Introduction 7
General guidance
Detailed guidance is provided in the notes for each unit. Below are some general
points that apply to all units.
The Study sections (Section A)

Each Study section opens with a short ‘Test yourself’ task and concludes with a
‘What have you learned?’ task. Together, these tasks aim to show the students how
much they have developed through the various exercises in the section. The practice
material in each section is introduced through example letters or emails which show a
genuine business context. The exercises which follow then practise various ways of
achieving a particular language purpose (such as giving reasons, warning,
complaining) in business correspondence in English, as exemplified in the introductory
emails and letters.
Your role for most of the Study sections will mainly be as a manager of the lesson
and adviser to the students. You will need to direct the students’ attention to the
material in the book, set them working on the exercises or reading the emails or
letters, help with problems they encounter and then finally discuss the answers with
the class as a whole.
For much of the lesson, the students will be writing. During this time, go round the
class, helping out and giving guidance on the exercises (see Correcting written work,
page 13). Obviously the nature of the guidance you need to give will vary
considerably from student to student and group to group, but, where possible, try to
give hints or clues rather than direct answers. This should help the students develop
the ability to write without your assistance. Some teachers, for example, instead of
telling their students how to spell certain words, like to keep a few bilingual and
monolingual dictionaries in the classroom for the students to use. You may feel that
this is a slow and time-wasting procedure, but it will help the students to form a habit
that they will almost certainly need when the course is over.
The Activity sections (Section B)

For the activity, you will normally need a double lesson (but see Is it possible to make
the course shorter? in the Introduction, page 7).
The introductory material

Each Activity section opens with some material that introduces a business situation,
with questions to focus the students’ reading. As with the Study sections, allow the
students to read this through silently before discussing their answers or looking at it
in detail. This introductory material is not intended to teach any new language, apart
from a few vocabulary items that will be needed for the activity. Try to move through
it as quickly as possible so as to get the students started on the activity. (For this
reason, it is often a good idea to ask the students to read the material before the
lesson.)
8 General guidance
Dividing the class into groups
Once you are sure that the students fully understand the introductory material, divide
them into groups. There are two principal ways of doing this.
• The first way is to divide the class into three groups, with each group representing a
different company and sitting away from the other two groups. Ideally, each group
should have no more than four or five students (see the section on large classes,
page 11, if you have more than 15 students).
• Alternatively, if you have a fairly small class or you feel that, for one reason or
another, the students would not work productively together, you can divide the class
into groups of three, with each individual student representing a company.
Many teachers, however, have found that the first method of grouping is more
effective since the students can learn a lot from discussing what and how they will
write (see How the activity works below).
Once you have grouped the students, ask them to turn to their first role card. The
number of the first role card is given at the end of the introductory material in the
Student’s Book, and the cards appear in random order at the back of the book. (There
is an index of all the cards at the back of this Teacher’s Book for quick reference.) The
role cards give some further information and tell the students what they must write
and to whom. Most cards also include a ‘message plan’ to help them. Stress to the
students that they must produce neat business messages that are clear in meaning and
as correct as possible in terms of spelling, grammar, vocabulary, phrases and
expressions. You may like to photocopy the email and fax headings and letterheads at
the back of this Teacher’s Book (pages 125–128) onto blank sheets of paper for the
students to use when writing their emails or letters.
How the activity works

If the students are in groups, they will begin working together to produce their first
message. Exactly how they do this will vary from class to class and from group to
group. Initially, it is usually a good idea to say that each student in each group must
write a message but that they should help each other and discuss exactly what to
write. Whether the students are working to produce a single message together or
several individual messages, experience shows that they become involved in intense
discussion within their groups about phrasing and layout. Since the aim of the activity
is to develop their writing ability, it does not matter whether the students discuss in
English or – with a monolingual group – in their own language. In fact, if you insist
on an ‘English only’ rule, communication may become difficult and thus defeat one of
the purposes of the activity: to encourage students to help each other become more
aware of what they should write. You should, however, insist that any communication
between the groups is in English and in writing.
Once the students have finished writing, they deliver the email or letter (or one of
them, if the students have each written one) to the appropriate ‘company’. You should
then quietly tell them the number of their next role card (shown in the appropriate
unit in this book and in the index on page 124). This will introduce new information
and change the situation in some way. Meanwhile, they may also have received a
message from one of the other groups, and they will have to take this, together with
the new information, into account when they write their second message. When they
have finished writing it, they again deliver it to the appropriate group before moving
on to their third and final card. (Note that the students can move on to their next
card as soon as they have delivered their message. They do not have to wait for a
reply, since each group’s cards function independently.)
General guidance 9
The role of the teacher
Your main role during the activity will be to tell the students their next role-card
number as they complete and deliver their messages. You will also need, however, to
move round the class, making sure that the students understand what they have to do
and giving help where necessary. As suggested earlier, where possible, try to give hints
or clues rather than direct answers in order to encourage the students to think about
what and how to write (also see Correcting written work, page 13).
If the students have problems in writing, there are a number of steps you can take
to help them:
• Go through the message plan on the role card with them and get them to suggest
what they could write.
• Refer them back to the appropriate part of Section A where the language they are
having difficulty with is presented. (The index in the Student’s Book will help you or
the students find the right page.)
• Refer them to an appropriate model email/letter (see the index in the Student’s Book).
• If all else fails, let them read the example letter in the Teacher’s Book.
The feedback stage

The feedback stage is an important part of the activity. This may take place in a
separate lesson from the activity itself. A suggested procedure for this is as follows.
1 Once the students have finished, ask them, in their groups, to look through the
messages they received from the other students and to mark on the messages any
problems they had in understanding, any mistakes that they notice in spelling,
grammar, vocabulary, layout or expressions, or any comments they might have on
the tone of the message (e.g. the level of politeness). While they are doing this, move
round the class looking at the messages with the students. This should take ten
minutes or so.
2 Next, tell the students to pass each message back to the group that wrote it. The
students should then check through their own messages and try to identify any
further mistakes or problems and correct them. Also ask them to look back at the
role cards and compare their messages with the instructions they were given. You
can continue to move round the class, helping and commenting.
3 Make a note of any important or common mistakes/problems and go through these
on the board or OHP.
4 Finally, if you wish, you can collect the messages in for correction. If you feel that it
is necessary, you can ask the students to rewrite some of the messages as a
homework task.
Example of a feedback stage

Below is one teacher’s account of how she ran the feedback stage with a class of
Middle Eastern students who had done an earlier version of the activity From quote
to sale (Unit 5B)*. The oral abilities of these students were much better than their
written abilities, and this was the first activity that the students had tried.
‘After we had finished the activity (it took two hours), I started a discussion next
lesson by asking how the students had felt while they were writing. All of them said
that they had found the activity very useful because it was “real”, in the sense that
* This is an edited account which appeared in the paper ‘Task-centred writing activities’ by Andrew
Littlejohn and Diana Hicks, in Language Learning Tasks, eds. C.N. Candlin and D.F. Murphy,
Prentice-Hall 1987.
10 General guidance
they could imagine themselves doing this kind of task when they were at work. The
discussion then moved on to the familiar problem of handwriting. Sometimes they
had found the messages difficult to read, they said. When asked why, they replied that
sometimes there was insufficient space between words, sometimes the writing was not
on the line and sometimes the paper used was too small. One student even
commented that although messages which had been “printed” were clearer to read,
they would like to be able to write clear “joined-up” writing. The class then decided
that they would like a few lessons in handwriting.
Next, I asked the students to compare the messages with the original cards. From
this, I wanted them to focus on the spelling errors. They were generally much slower
in recognising their own errors than in seeing others’ mistakes. However, by making
close comparisons between the cards and the letters, they soon picked up words like
disscount, Febrary, Engiland, tolat (total) and therefor. One student said that he
thought a few spelling errors in a message would not matter, but the others pointed
out that sometimes it meant that the receiver would not understand the word or
sentence (as, in fact, had happened with the word tolat) and that it did “not look
good” in a business letter. The students became very involved in this discussion, and it
seemed to me that in future they might look more closely at their own writing for
spelling mistakes and that they now saw how important correct spelling is. Until this
point, I think they thought spelling mistakes could only be detected by me (“it is the
teacher’s job”) and so they didn’t make much effort to self-correct. It will be
interesting to see if their spelling improves much during the next activity that we do.
The final part of the feedback discussion was mostly about grammatical errors.
Again, I encouraged them to do this by comparing with the cards. It took them much
longer to find their grammatical errors, but they managed to pinpoint mistakes such
as we can delivered, packing and freight charges is, inform you that our prices as
follows.
I didn’t want to move on to some of the errors in information, style, etc., partly
because we were running out of time (our discussion went on for over an hour!), but
mainly because I didn’t think they could absorb anything more. There were a lot of
things wrong with their messages, I know – starting a letter Dear Mr Midtec is not
really right – and frankly most of them would not have been acceptable in business.
Still, most of the students clearly enjoyed the activity and want to do another one.’
Using the Activity section with large classes

If you have more than 15 or so students, you will need to have two or more sets of
the activity running at the same time. This will give you six or more groups, since
three groups are necessary for each activity. This need not be as difficult as it sounds.
Some of the activities have been used very successfully with classes of over 36; in one
case, the students were seated in fixed double desks. With a large class, the easiest
thing to do is to get students to work in pairs, seated in three rows (e.g. in a class of
30, there would be five pairs in each row). Each row can then be a different company,
and as the students finish their letters they can pass them across to the appropriate
pair. Instead of quietly telling each pair their next role-card number, put the number
on the board. You can move up and down the rows while they are working, helping
with any problems. The feedback stage would be the same as described above.
General guidance 11
Summary of steps in running the activities
1 Students read the introductory material.

2 Teacher asks questions to check they understand the situation.
3 Teacher divides the class into three groups, each group representing a company in
the activity. (Alternatively, the class can be divided into groups of three with each
individual student representing a company.)
4 Students turn to their first role card, write the letter/email and deliver it to the
appropriate group.
5 Teacher tells them their next role-card number.
6 Students write and deliver their next letter/email.
7 Teacher tells them their final role-card number.
8 Students write and deliver the last letter/email. The activity ends.
9 Teacher tells students to look through the letters/emails they received and indicate
any problems in understanding and any mistakes in layout, spelling, grammar, etc.
10 Letters/emails are given back to the students. They look over them and try to
correct any mistakes.
11 Teacher circulates, helping and commenting.
12 Teacher goes through any important problems on the board or OHP and, if he or
she wishes, collects in the letters/emails for correction.
The writing process sections (Section C)

Each unit also contains a third section, Section C, which focuses on how the students
write, rather than what they write. These sections aim to make writing more
manageable for students by breaking it down into stages (getting ideas, planning,
drafting, revising, correcting) and by showing them how they can get help by using
different resources. There is no ‘correct’ way to approach writing – it is a very
personal thing, and different people do it in different ways. The aim of these sections
is to widen the students’ experience of what writing can involve, and for that reason
involves open-ended tasks for discussion and experimentation.
Tests
This Teacher’s Book includes two photocopiable tests for use after Unit 4 and Unit 8.
These can be done in class or given to the students for self-assessment purposes at
home. Each test is designed to take about 50 minutes, although this may vary
considerably from student to student, and from group to group. If your teaching
situation requires the use of more tests, it is comparatively easy to use the numerous
situations given in the Study section exercises as a basis for complete letters, if you
add some more information such as complete names and addresses, prices, etc. It is
not intended that the tests are a race against time. As students all work at different
rates, it is advisable to have extra work ready for students who finish early, if you use
the tests during class time. Some suggestions of extra work are:
• Compile a reference which might be of use to everyone in the class, such as key
differences between letters/emails in English and letters/emails in the mother tongue.
• Compile a list of ten ‘Dos and Don’ts’ when writing a letter/email.
• Review the students’ written work and compile a list of their frequent mistakes.
• Look through Company to Company and compile a ‘key vocabulary’ list of
words/phrases that the students think are particularly useful in their work context.
12 General guidance
It is also very useful to involve the students in writing their own tests – either for
themselves or for other students. You could ask students to work in small groups to
produce a test for a unit or several units. They could then exchange tests with other
students. If you do this, it is advisable to collect in the student-designed tests so that
you can check and correct them. The students who wrote the test can then produce a
final version which is then exchanged with other students. In this way, students learn
from both making a test and doing a test.
Correcting written work

Rather than simply correcting students’ written work, some teachers find it more
productive to give hints or clues to the students. One way in which you can do this
is to use a marking scheme. When you see a mistake, you can put a symbol in the
margin showing only the type of mistake that has been made, e.g. S = spelling,
WM = word missing, T = tense, WF = wrong form (e.g. He work very hard),
WW = wrong word, P = punctuation, ? = ‘I don’t understand!’ Normally, it is
best if you correct some homework using the marking scheme and give it back to
the students. They will then be interested in finding out what the symbols mean and
you can explain.
General notes on business correspondence

It is not necessary for teachers to be familiar with business correspondence in order to
use Company to Company successfully, since detailed guidance is provided in this
Teacher’s Book. However, some background information may help.
Business correspondence, whether in letters, faxes or emails, nowadays contains
little or none of the very formal, long-winded English that you used to find in the
past. Phrases such as We beg to acknowledge receipt of your letter of 11th instant
show themselves as being very dated. The tendency now is to be much more direct:
Thank you for your letter of 11 March. Company to Company teaches only this more
modern, clearer style of expression. This is particularly important, as very often
neither the writer nor the reader of the letter is a native-speaker of English.
Many formerly strict conventions have also been relaxed, and it is quite usual to
find a lot of variety in the way letters, faxes and emails are laid out or expressed.
Writers now often use informal expressions and forms (e.g. contractions), whereas
previously this would have been avoided. This makes things much more difficult for
the language learner since, used inappropriately, informal forms can cause offence.
For this reason, Company to Company has two units dealing with personal business
correspondence and notes on politeness. Some conventions, however, remain very
much alive. Presentation, for example, is still very important. Few people will want to
do business with a company that sends out badly typed, badly worded, or badly laid-
out letters or emails. Seemingly minor details can also irritate the reader and give a
negative impression.
Email
Email has now overtaken paper correspondence and fax as the main mode of
communication between companies. While email is often characterised by a relatively
informal style, and sometimes very brief messages, this is more usually the case
between individuals who are either native speakers of the language, or who have had
frequent contact with each other, and who can therefore judge how informal they can
be. An impersonal, but friendly, style is more usual in standard business situations. It
General guidance 13
is therefore this style that Company to Company teaches. Similarly, although many
email writers use devices such as ‘emoticons’ (for example :-) to mean ‘smile’ or :-( to
signify disappointment), this is not recommended in Company to Company, as it can
give the impression of being very unprofessional, not serious and too casual.
Fax
To a great extent, fax has been overtaken by email. However, where a signature needs
to be shown on a message or where original documents need to be sent quickly, fax is
still often used. Fax is also often used when immediate attention is required, since the
message can be seen immediately. In replying to fax messages, the receiver may also
sometimes write a brief handwritten reply and send the same fax back. For example,
in replying to a booking request faxed to a hotel, for example, the hotel might simply
write ‘OK – confirmed’ on the fax and send it back.
In most other cases, however, faxes will be more or less identical to normal
business letters and follow normal conventions in letter layout, levels of formality and
phrasing. Sometimes, when sending a fax, a company will send the ‘top copy’
(original) by post at the same time if the document is important. This is partly
because faxes received on older machines are only readable for up to six months
(beyond that, the print starts to fade). For the purposes of business records, a more
permanent copy is required. In addition, faxes are literally copies and thus cannot
form part of a contract or agreement.
Letters
Since the introduction of email, paper correspondence is now much less frequent in
business, but it is still used in particular cases. Where catalogues, invoices and other
documents need to be sent, a letter will often accompany them. Letters may also be
sent where a formal record is required and to give a greater sense of authority and
seriousness, such as when a written complaint is sent or a contract or job offer.
Memo-writing and internal emails

Memo-writing and internal emails are not actually presented and practised in
Company to Company since, as the name suggests, the course is intended to teach
correspondence between companies rather than within companies. Many role cards
for the activity are, however, in the form of memos and internal emails, so, if time
allows, your students may be interested in knowing more about these forms of
communication.
Many large, multinational companies actually use English for all their internal
correspondence, irrespective of the country in which the office is located. Where
paper memos are used, a company may often have their own printed memo paper,
containing headings similar to those found in emails:
To/For the attention of/FAO
From
Re/Ref/Subject/Concerning
File No.
Date
Often initials are used instead of a full name (e.g. RI for Robert Ingram) or the
person’s title (e.g. MD for Managing Director). The style of a memo or internal email
is usually very direct. Greetings or closings such as Dear …, Yours sincerely, etc. are
not normally used. Instead, the message opens directly. If there are number of points
in the memo, these are often listed.
14 General guidance
MEMORANDUM
To: JEB From: RI Date: 3 March 2006 File no: 26
Ref: Coffee machine / Fire system / Security officer
1 The coffee machine in the recreation room is out of action again. This is the third time this week.
Please could you arrange for the maintenance people to look at it.
2 Regarding the new fire system, I suggest we meet at 2.30 next Thursday 8 March to discuss this.
3 We will need a new security officer now that Rob Cook is leaving. Please can you arrange to place
an advertisement next week.
If you wish to give your students practice in writing memos and internal emails, many
of the situations in Company to Company can be adapted to provide a context for a
memo. Some situations can be changed so that the students have to write a message
asking someone else to take some action. For example, Unit 5A, 5.2, has an exercise
in which students have to write a sentence asking someone to repair the photocopier
in the office. This could be adapted as follows:
You want the photocopier in your office repaired urgently. Write a memo asking the
maintenance staff to contact the photocopier rental company. Tell them exactly which
machine needs repairing and what the problem is.
To the new or inexperienced teacher

Company to Company has been designed to be easy to use, with a lot of support for
each of the exercises, model answers and further guidance in these teacher’s notes. If
you have only just started teaching, you may feel that the Activity sections look rather
complicated. In fact, once an activity is running, the task of the teacher is very small –
it is the students who do most of the work. Your real work is before the activity
begins. Here are some general suggestions:
• Make sure that you understand exactly what the situation is and what the students
will have to do.
• Read through the teacher’s notes for the activity and make your own notes of what
you have to do and the sequence of the role-card numbers. Have the notes near you
during the lesson.
• The most important thing is to make sure that the students understand what they
have to do. If this is clear and you tell the students their next card numbers as they
finish each letter, the activity should run without any problems.
• The first time you do one of the activities, you may find that it does not go entirely as
planned. Don’t worry. This does not mean that the students have wasted their time.
They can benefit from the experience of having to work out what to do. Don’t give
up! The next one you do will be better, as you and the students get more practice and
the activities become a very valuable part of your course.
General guidance 15
Unit 1 Making enquiries
● emails
1A Study ● opening and closing a message
● subject headings
section ●
●
asking for and sending information
email style
● being polite
Initial task
The purpose of the task at the start of each unit is to give students a clear
‘benchmark’ by which they can judge their progress. They need to do this alone
(possibly at home, before the class) and without your support. The task requires
the knowledge and abilities which are presented and practised in this section.
At the end of the section, they will have an opportunity to look at it again and
compare it with what they can do as a result of their work on the section.
Explain to the students that this is simply a way for them to see what they have
learned – it is not a test! All the students should be encouraged to do it, but at
this stage they do not need to show their work to you or anyone else. You may
need to go through the task with them to check that they understand what they
have to write. Once they have written their email, they should put it away until the
end of the section.
1.1 Intercity Bank ask for catalogues

Read through the questions with the students and then allow them a few
minutes to study the emails silently before eliciting the answers.
Answers
a Intercity Bank are expanding their offices and need new furniture.
b He is sending some catalogues by normal post and has attached a price list
to his email.
c Orders placed through a website are generally cheaper to administer than
orders placed in person, since employee time is not used in taking the order.
Many businesses therefore encourage website orders.
1.2 Email: the basics

1 Before the students do this exercise, you could look at the emails in 1.1
again with them and point out standard ‘form’ items. They can then do the
exercise to confirm their understanding.
Answers
1b 2f 3e 4g 5c 6a 7d
16 Study section Unit 1A

2 You can ask the students to look at the emails again and decide on their
answers to the three questions.
Answers
a Paragraphs start at the left margin. They are not indented.
b Paragraphs are separated by a line space.
c Each email opens with Dear … and closes with Yours … as letters do.
1.3 Dear … / Yours …

Read through the table of openings with the students. Stress that a Dear
Mr/Mrs/Ms/Miss opening should be followed by the family name. A general
rule for closing an email or letter is: if you know the name, you end Yours
sincerely; if you do not know the name, you end Yours faithfully.
The students can work alone on the practice exercise. While they are working,
you can circulate round the class, giving help and guidance where necessary.
Answers
a Yours sincerely b Yours faithfully c Yours sincerely d Best wishes
e Yours sincerely f Best wishes g Yours faithfully
1.4 Subject headings

You can first ask the students to look back at the subject headings in 1.1 as
examples and then read through the notes here before they do the exercise.
Example answers
a Vietnam holiday b Spirit ZX98: prices c Charges for a transfer to Japan
d Woshiba Radios spare parts
1.5 Practice
The email should look like this:
File Edit Format Object Customize Window ?
To: Ms Margareta Lindell <margareta.lindell@stor.net>

From: Sales Dept, Island World Holidays <sales@islandworld.com>
Subject: Tours to Taiwan
Attached: islandworldbrochure.pdf
Dear Ms Lindell
Thank you for your email, dated 19 Sept. I have pleasure in
attaching our brochure with details of our tours to Taiwan.
I look forward to hearing from you.
Yours sincerely
Fred Henderson
Sales Manager
Unit 1A Study section 17

1.6 Asking for and sending information
When the students have finished, elicit the answers.
Example answers
a Many thanks for your email dated … . I have pleasure in attaching details of
our mobile phones that include a camera.
b Thank you for your enquiry. I am attaching details of the mobile phone
accounts that we offer.
c Please can you send me more information about the new MI300 Henrison
mobile phone. Please could you also tell me when it will be available.
d Please could you send me a list of service centres for your air conditioners.
1.7 Message style

It is important to emphasise that a friendly, polite style is essential in business
correspondence. The notes here show some ways in which English-language
learners need to be aware of how they express themselves.
Example answers
a Dear Steven
Thank you for your email. I am glad that you received the package without
any problems. I am also pleased to hear that you like the photographs.
b Dear Mr Wilson
Thank you for message of 15 June. I can confirm that we have now sent
your order to you.
c Dear Sir or Madam [or name]
Thank you for your email. I have passed your message to Mr Bill Smith,
our accounts supervisor, and he will contact you shortly.
Yours faithfully / [name]
d Dear Ms Brown
Please could you let us have the address to send your order to.
1.8 Practice
Answers
a Observer special report b Yours faithfully c Swift ZX series
d Tom Lander
To: Next Travel <info@nexttravel.com>

From: Renate Makosch <r.makosch@observer.org>
Subject: Observer special report
Attached: pricelist.pdf
Dear Sir or Madam
This year, the Daily Observer newspaper will print a special report on travel agencies.
We were wondering if you would like to place an advertisement in it.
I attach our price list and look forward to hearing from you.
Yours faithfully
Renate Makosch
Advertising Manager

To: Ms I. Morales <IsabelMorales@iol.it>
From: Tom Lander <tlander@sportscars.co.uk>
Subject: Swift ZX series
Attached: Swiftzx.doc
Dear Ms Morales
Thank you for your email about the Swift ZX series sports cars.
I attach some information which I hope you will find useful.
Yours sincerely
Tom Lander
1.9 Be polite!
Before you look through this section with the students, you could start a brief
discussion on politeness in the students’ mother tongue(s). How is politeness
shown? How direct can you be in letters or emails in their own language(s)?
How necessary is it to say please and thank you? You could then continue the
discussion by looking through the notes in the Student’s Book and asking the
students if the example sentences would seem polite or impolite in their
language.
Example answers
a Dear Mr Brown
We have received the goods that we ordered from you (order no …), but
unfortunately these arrived very late. We would be very grateful if, in
future, you could ensure that our orders arrive on time.
b Dear Sharon
If it is convenient for you, we could meet next Monday at 1 p.m. I can
make a reservation at The Mousetrap restaurant. Unfortunately, I will
have to leave at 2 p.m., as I have another appointment.
c Dear Ms Mustapha
Thank you for your letter. I have now sent the goods to the address you
gave. You should receive them on Tuesday.
d Dear Mr Smith
Please could you send me your price list for … . I would be grateful if
you could send it as soon as possible, as we need the goods urgently.
With thanks …
e Dear Sir or Madam
Please could you tell me your price for a Delphi ZX45 modem? I would be
grateful if you could give me a fully inclusive price, including tax,
packaging and delivery.

1.10 Consolidation: a complete email
This final exercise aims to draw together what the students have learned in
this section. After you have read through the instructions and the email
message, you could discuss what the students need to write and what they
need to remember to do. You can look back at the practice exercises in this
section to remind them. You could make copies of the blank emails on page
125 for the students to write their message in.
Example answer

Date: Friday, 10 February 2006 16:10:32
To: Corona <sales@corona.com.nz>
From: Purchasing Supervisor <purchase@green.com.nz>
Subject: Order 564
Attachment: Order564.doc
Dear Sir or Madam

We sent the above order for orange juice to you on 4 January, but we have still
not had a delivery.
Please can you tell us when you can deliver the juice?
Yours faithfully
[name]
Purchasing Supervisor, Green Supermarkets
What have you learned?

At this point, the students can now make a ‘before and after’ comparison to see
what they have learned. Ask them to compare the email they wrote at the start of
the unit (‘Test yourself’) with the email they have just written. They could work in
pairs to do this and go through the points listed, checking against the examples
in this section.

1B Activity Misplaced orders
section
1 Read through the paragraph and questions with the students and get them
to look at the notepad.
Answers
a/b There are no correct answers to the first two questions – the notepad is
intended to show that it is not clear who ordered what and that mistakes
can easily happen.
c The layout of the orders could be improved by clearly placing things in
columns (customer, item, quantity, contact).
2 The students should compare the goods on the invoices with the notes on
the notepad. The questions here are intended to remind the students of some
of the points covered in Section A. Let the students make a note of their
answers before you go through them.
Answers
a Again, there are no right or wrong answers, as the notepad is so unclear.
b Mr Stefaan Ghislain; Dear Mr Ghislain; Yours sincerely
c The Manager (probably); Dear Sir or Madam; Yours faithfully
3 Read through the instructions with the students, making sure that they
understand the situation and what is going to happen. Then divide them
into groups and set them working on their first cards. The cards provide a
lot of guidance in what to write, but point out to the students that many
additional details that they will need (such as names, addresses and order
numbers) can be found on the notepad and invoices in this section. As the
students begin, move round the class checking that they understand their
cards and what they are going to do. See pages 8–12 for further guidance.
To increase the sense of authenticity in the activity, you can photocopy the
email templates on page 125.
The sequence of cards is as follows:

Slembrouck BVBA: 61–44–36
The Court Hotel: 2–18–58
ABC (Drinks Machines) Ltd: 30–51–10
Plot and example messages

For easy reference and to give you an overview, the diagram on page 22
summarises the sequence of cards and how the activity unfolds. Note that
once the students have finished working on the first cards, the messages they
write may be different from the examples shown on the following pages. This
is because they may have already received a message from another group.
Unit 1B Activity section 21

Activity: MISPLACED ORDERS
Basic plot: Slembrouck, a wholesaler’s in Belgium, are very disorganised. Wrong or incomplete
deliveries have been made to ABC (Drinks Machines) Ltd and the Court Hotel. These two
companies write to complain, and Slembrouck apologise and promise a discount. This does not
help the situation, and Slembrouck lose the business. In the end, the Court Hotel buy from ABC,
and ABC cancel all future business with Slembrouck.
STAGE 1 Card 61
Say the rest of the order
Say they ordered orange will be sent soon.
juice and they received
shampoo.
Card 2 Card 30
Complain that only half

of the tea arrived.
ABC
(DRINKS MACHINES) LTD
STAGE 2 Card 44
Apologise and say
delivery will be next
month.
Card 18 Card 51
Write to ask if ABC
can supply the juice.
ABC
They have heard about the Court Hotel’s
problems and write to offer the juice.
STAGE 3 Card 36
Cancel the order and ask Apologise and say delivery will
them to collect the shampoo. be at the end of the month and
Say they will not do any they will give a discount.
more business with them.
Card 58 Card 10
Cancel the order

because of the problems.
ABC
Ask ABC to supply
the juice.
22 Activity section Unit 1B

Both the Court Hotel and ABC (Drinks Machines) Ltd have placed orders
with Slembrouck BVBA. Unfortunately, Slembrouck are very badly organised
and they have sent the wrong items to both companies. In addition, they
could only send half the quantity of one of the items that ABC ordered.
The activity opens with Slembrouck writing to ABC Ltd to say that the rest of
their order will be sent soon (card 61).
Card 61
To: ABC (Drinks Machines) Ltd <abc@abcdrinks.com>

From: Slembrouck BVBA <info@slembrouck.be>
Subject: Order 260
Date: 1 February 2006
Dear Sir or Madam

We recently sent part of order 260 to you. Unfortunately, we could only send half of
the tea that you ordered.
We hope to send the rest to you by the end of the month.
Yours faithfully
Stefaan Ghislain
Sales Supervisor
In actual fact, however, ABC Ltd have not only received only half of the tea
that they ordered, but they have also not received any of the coffee (card 30).
Card 30
To: Slembrouck BVBA <info@slembrouck.be>

From: ABC (Drinks Machines) Ltd <abc@abcdrinks.com>
Subject: Order 260
Dear Sir or Madam
We have just received this order. Unfortunately, we ordered 150 kg of tea and
coffee powder, and you have only sent us 75 kg of tea.
Please can you deliver the coffee and the rest of the tea at once.
Yours faithfully
[name]
Purchasing & Sales Supervisor

Meanwhile, the Court Hotel have received completely the wrong goods, and
they write to Slembrouck to complain. They have a contact name on the
invoice, so they address the message to Mr Ghislain (card 2).
Card 2

From: Court Hotel <manager@courthotel.co.uk>
Subject: Order 256
Dear Mr Ghislain
You recently delivered the above-mentioned order to us. Unfortunately, we ordered
1,000 bottles of orange juice, and you sent us 1,000 bottles of shampoo.
Since we need the juice for a wedding party in two weeks’ time, please could you
deliver it as soon as possible.You can collect the shampoo at the same time.
Yours sincerely
Ms D. Hicks
Purchasing Supervisor
As each group finish their message and deliver it to the correct group, they
move on to their next card.
Note: The groups do not have to move on to their next cards at exactly the
same time, i.e. you do not have to wait until all the groups are finished before
you tell a group their next card number. It is, however, advisable to try to
keep the groups more or less at the same stage as each other, hurrying them
up as necessary. (Time is money in business!)
Slembrouck’s second card (44) tells them they made a mistake with the order
to the Court Hotel. (By now, they may also have received the Court Hotel’s
message.) They have a contact name (shown on the notepad in Exercise 1), so
they address their message to Ms Hicks.
Card 44
To: Court Hotel <manager@courthotel.co.uk>

Subject: Order 256
Dear Ms Hicks
We are sorry that we made a mistake with the above order. Instead of 1,000
bottles of orange juice, we sent you 1,000 bottles of shampoo.
Our delivery vans will be in your area at the beginning of next month. We will
deliver the juice then and collect the shampoo at the same time.
With apologies
Yours sincerely
Stefaan Ghislain
Sales Supervisor

Meanwhile, the manager of ABC Ltd has heard that the Court Hotel need a
large quantity of orange juice. ABC therefore write to tell the Court Hotel
that they can help them (card 51).
Card 51
To: Court Hotel <manager@courthotel.co.uk>

Subject: Orange juice stock
Dear Sir or Madam

Our manager has recently heard from Mr Wilson at Western Trading Co. that you
need a large quantity of orange juice at once.
We have a large supply of juice that we do not need. Our price is €45 per 100
bottles. We would be happy to supply them to you if you could tell us how many
you need.
Yours faithfully
[name]
This message probably crosses with an email from the Court Hotel, who
write to ABC to find out if they can supply the juice (card 18).
Card 18

Subject: Stock of orange juice
Dear Sir or Madam

We recently ordered some orange juice from Slembrouck BVBA, but they delivered
the wrong goods to us.
We need 1,000 small bottles of orange juice immediately. Do you have these available?
If so, please can you tell us what your prices are.
Thank you.
Yours faithfully
Ms D. Hicks

By now, Slembrouck will have received the message from ABC Ltd pointing
out that most of their order was not delivered. Slembrouck therefore write to
apologise (card 36).
Card 36

Subject: Order 260
Dear
We are sorry that we did not send you any coffee in the above order. Our delivery
vans will be in your area at the end of the month, so we will deliver the coffee and
the rest of the tea then.
Because of the problems we have caused, we can give you a special discount price
of €4.50 per kilo for the coffee.
Yours sincerely
Stefaan Ghislain
Sales Supervisor
This message, however, comes too late, as ABC have already found a new
supplier (card 10).
Card 10

Subject: Order 260
Dear Mr Ghislain
Thank you for your email.
We are very surprised that you are not going to deliver the coffee and the rest of
the tea that we ordered until the end of the month. We have now found a new
supplier, so please cancel our order with you.
We are sorry to tell you that, because of the problems we have had, we do not
intend to do any further business with you.
Yours sincerely
[name]

The Court Hotel write two emails: one to Slembrouck, cancelling the order,
and another to ABC Ltd, accepting their offer (card 58).
Card 58

Subject: Order 256
Dear Mr Ghislain
We have now found a new supplier for the above order of juice. Please cancel our
order with you.
Please can you also collect the shampoo that you delivered to us as soon as possible.
We are sorry to tell you that, because of the problems we have had, we do not intend
to do any further business with you.
Yours sincerely
Ms D. Hicks
Card 58

Subject: Orange juice
Dear [name]
Thank you for your email.
Please can you send us 1,000 bottles of orange juice as soon as possible.
Thank you.
Yours sincerely
Ms D. Hicks
The activity therefore ends with Slembrouck BVBA losing both the orders and
ABC Ltd and the Court Hotel making a deal between them.
Feedback
See pages 10–11 for general guidance on conducting the feedback stage. For
this activity, points for particular attention are those covered in Section 1A.

1C The writing Getting help
process
The writing process sections are intended to develop the students’ abilities to
work alone, after their course is over. It is a common experience that students
may do well when working on guided teaching material, but find the real-world
experience much more difficult. The Activity sections in Company to Company
help to bridge this gap in terms of deciding what to write. Many students,
however, become so concerned with getting everything correct first time that
this effectively prevents them from writing. The writing process sections aim to
show that producing a piece of writing involves several steps, including
planning, drafting, and revising before finally sending an email or letter. This
first section shows the students how they can get help.
Before you start, you could first ask the students for ideas about how they can
help themselves. You could put ‘Ways to get help’ on the board and ask them
to brainstorm their ideas. This would also serve to illustrate how brainstorming
works, something that can be useful when they are writing letters or emails.
Some example suggestions are:
• Use Company to Company and the indexes.
• Collect examples of emails and letters.
• Use reference texts: grammar books, dictionaries, phrase books.
• Use ‘template’ emails and letters in a word processor.
• Ask a colleague.
• Use online help in a word processor (spellcheckers, thesaurus, etc.).
• Use online translation programs. (Be careful! These are not always reliable.)
1 Use Company to Company

The three sections are: Summary of useful phrases and main points (pages
117–121), Index of model letters, emails and key words (pages 124–127) and
Letter and email layout guide (page 128).
Answers
1 Summary of useful phrases and main points (page 118)
2 Letter and email layout guide (page 128)
3 Summary of useful phrases and main points (page 120)
4 Index of model letters, emails and key words (page 126)
2 Use your dictionary

A dictionary is probably the single most useful tool in language learning. At the
lower-intermediate level, it is strongly recommended that students buy a good
bilingual dictionary. (A monolingual dictionary may make finding the
appropriate word more difficult, as often the explanation adds complication.)
If the students have their dictionaries with them, they can look up the word sell
and see what information it shows.
Answers
c 1 catalog 2 centre 3 cheque 4 bill 5 flat 6 parking lot
28 The writing process Unit 1C

Unit 2 Business prospects
● attachments
2A Study ●
●
parts of a message
beginning and ending a message
section ● email conventions
Initial task
See Unit 1A for notes on these initial tasks. Once the students have written their
email, they should put it away. At the end of the section, they will have an
opportunity to look at it again and see how much they have learned.
2.1 Interfon look for new agents

Read through the introduction and questions with the students before allowing
them to study the messages silently for a few minutes.
Answers
a Takayuki Aoyama has written to Eastern Bank because his company needs
help in finding agents in Bahrain.
b He has sent it on to six companies in Bahrain.
2.2 Attachments
Before you ask the students to answer these questions, you could discuss with
them if they have ever had problems with attachments to emails, and what they
sometimes need to do about them.
Example answers
a Sorry! I forgot to send the attachment with my last message. You should
find it with this message.
b I am sorry that you had problems with the attachment. It is possible that it
has been corrupted. I am sending it again now. Please let me know if you
continue to have problems.
c Please accept my apologies. We must have made a mistake with the
attachment. I am sending the correct file now.
d I attach the report now so that you receive it immediately. I look forward
to receiving your comments later.
e Thank you for sending me the conference application form. I have
completed it and am attaching it to this message.

2.3 Arabian Electronics reply
Similarly, read through the introduction and questions before allowing the
students to study the messages.
Answers
a Arabian Electronics wanted to know if the prices in the catalogue were still
correct. Interfon confirmed that they were correct until the end of
December.
b No. Mr Aoyama sent details of the products and standard terms, plus
details of a new product, the Portifon X3, by courier.
2.4 Parts of a message

1 As you read through the box showing the main parts of a message, get the
students to look back and tell you how each part applies to each message in
2.1 and 2.3. Ask questions such as: Why is Takayuki Aoyama writing? (2.1,
first message); What about Husain Dhaif? (2.1, second message). Continue
with questions about the other messages and other parts.
2 Answer
Mr Aoyama’s email in 2.3 has two paragraphs in the main message.
The first is about his firm’s products and information related to them;
the second is about his forthcoming visit to the Middle East.
2.5 Beginning a message

Direct the students’ attention to the two sets of openings: initiating
correspondence and replying to a message. Then get the students to write their
opening for each of the situations given. Encourage them to discuss their ideas
with a neighbour and to look at each other’s work. There are several possible
answers to each one.
Example answers
1 a We are writing to enquire about the price of your air conditioners.
b We are writing in connection with your advertisement in the newspaper
yesterday. We would like to know …
c We are writing to enquire if you are able to organise a business
conference for us in Malaysia.
2 a Thank you for your email of 23 July, asking if we sell photocopiers.
b We have received your fax of 3 June concerning the sales exhibition in
London.
c Thank you for your telephone call this morning, asking if we would be
interested in distributing your range of musical instruments.
2.6 Ending a message

Read the two sets of endings with the students and then move directly to 2.7.

2.7 Practice
Look quickly through the three incomplete messages and sentences a–f with the
students, then get them to do the exercise individually or in pairs. Some of the
sentences fit in more than one space, but all the sentences must be used.
Answers
1 b 2 e, Yours faithfully 3a 4 c, Yours sincerely 5d 6 f, Best wishes
2.8 Email conventions

Many email writers do use a very informal style these days, and will often add
jokes, etc. However, the recommendation in Company to Company is that
students of English use a neutral but friendly style, as knowing when it is
appropriate to use an informal style is a complex matter. This is particularly
the case if you are writing to someone who is also using English as a foreign
language. Many students using Company to Company are unlikely to have
frequent contact with the same correspondent or meet them personally, so this
is a further reason why a neutral style is best.
The recommendations given here are simply good practice. Copying emails
back to the original writer is not recommended as it can lead to emails
becoming extremely long and large in data size. This all adds cost (in storage)
and reduces the speed of the Internet.
Example answers
(Note that some Internet address details also need correcting.)
a Dear Ms Smith
Thank you for your email concerning our range of paints and painting
equipment. I have today put some brochures in the post for you which give
details of our products. We also have a website where you can find the
address of the nearest shop to you that stocks Sunderland paints. The
website address is www.sunderland.com. I hope this information is helpful
for you.
Yours sincerely
Hamed Zayani
Sunderland Paints
b Subject: Hotel booking for [dates]
Dear Mr Xu
Thank you for your email requesting a room on [date]. Unfortunately,
we are full on the dates that you require. Can I suggest that you contact
the Hotel Emperor? It is possible that they have rooms. Their address is
bookings@hotelemperor.com.
With apologies.
Yours sincerely
Parth Khimji
Khimjiworld

c Dear Ms Tanaka
Thank you for your email. I am sorry to tell you that we no longer sell
swimming pools. We have transferred our business to Kidsworld, so I
suggest that you contact them. Their web address is www.kidsworld.com.
I hope this information is of use to you.
Yours sincerely
Per Johanson
Scandia Toys

After you have read through the introduction with the students, you could
discuss with them what they need to think about in their messages. Look back
over the practice exercises in this section and remind them. You could ask them
to first make a plan which they can discuss with their neighbour before they
work alone to write a complete email.
Example answer
Subject: Sodiac 456 and 456i
Dear Mr Polloni
Thank you for your telephone call. I am sorry that you could not open the
files that I sent. I am attaching them again now. Please contact me if you
still have problems.
You also asked when the Sodiac 456 and 456i will be available. We expect
the cars to be available in about six months from now. At the moment, we
have a special offer for financing arrangements. We are offering an
interest-free loan for the first year, and a low rate of only 5% per annum
after that.
I hope this information is helpful for you. Please contact me if you need
further information.
Yours sincerely
[name and title]
Hudson Motors Ltd

The students can now make a ‘before and after’ comparison to see what they
have learned. Ask them to compare the message they wrote at the start of the
unit (‘Test yourself’) with the email they have just written and to notice the
differences.

2B Activity A business trip
section
1 Before beginning this section, ask the students to imagine that they are
going on a business trip and they need to make some appointments first.
What would they write? Get a few ideas from them before they look at the
introduction and questions. As usual, allow them to look over the messages
for a few minutes before asking for answers.
Answers
a Mizuno says he wants to meet the addressees with the phrase I would be
very pleased if we could meet to discuss …
b He wants Leefung in Singapore to tell him where the offices are. He asks
for the information by saying I would be grateful if, in your reply, you
could tell me …
c I would be very pleased if we could have dinner together.
d I would be grateful if you could recommend a good hotel.
2 Continue by reading through the second message from Nagakura to

Leefung International. The question is intended to focus the students’
attention on the opening sentence I hope you received my email of … ,
which will also be useful in the activity.
3 Before dividing the class up into groups, make sure that they understand the
situation. Mr Mizuno from Nagakura is going on a business trip. He wants
to see Leefung Plastics (Singapore) Ltd in Singapore on 10 March at
11.30 a.m. and Leefung Plastics (International) Ltd in Hong Kong on
12 March at 11.00 a.m. He also wants some additional information from
both companies. Mizuno is therefore now waiting to hear from them.
Divide the class into groups and set them working on their first role cards.
See pages 8–12 for general guidance on running the activity.

Nagakura: 62–22–72
Leefung Plastics (International) Ltd: 27–32–1
Leefung Plastics (Singapore) Ltd: 3–56–41
Plot and example messages

The diagram on page 34 summarises the sequence of cards and how the
activity unfolds. Note that once the students have finished working on the
first cards, the messages they write after that may be slightly different from
the example messages. This is because they may have already received a
message from another group.

Activity: A BUSINESS TRIP
Basic plot: Jun Mizuno at Nagakura is planning a business trip. He wants to make appointments
to visit the head office of Leefung Plastics (International) in Hong Kong and their branch in
Singapore, Leefung Plastics (Singapore) Ltd. After initially agreeing to an appointment, the
Singapore branch has to cancel it because of a visit by the General Manager. Jun Mizuno
successfully makes an appointment in Hong Kong, however.
STAGE 1 Card 62
Write to change the appointment
Write to agree to the date date he suggested in his first letter.
Nagakura suggested: He now wants to meet on
10 March. 13 March.
Card 3 Card 27
Leefung Plastics Leefung Plastics

(Singapore) Ltd (International) Ltd
Reply to Nagakura’s first
letter and agree to an
appointment on 12 March.
STAGE 2 Card 22
Write to invite the
Production Supervisor
to lunch.
Card 56 Card 32
Write to say
the appointment will be with
Leefung Plastics the Production Supervisor’s assistant. Leefung Plastics
Write to say the General Manager wants
to see ALL staff on 10 March.
STAGE 3 Card 72
Write to ask for a reply to his last
Cancel the appointment letter and then write to say where
because of visit by the he will be staying.
General Manager.
Card 41 Card 1
Agree to the
Leefung Plastics appointment on 13 March. Leefung Plastics

The activity opens with some bad news for Nagakura. All the flights are full
to Hong Kong, and Jun Mizuno therefore has to write to Leefung Plastics
(International) to change his appointment (card 62).
Card 62
To: International Relations <IntRel@leefungIntl.com>

From: Jun Mizuno <jmizuno@nagakura.com.jp>
Subject: Trip to Hong Kong
Date: 15 January 2006
Dear Sir or Madam

I am writing in connection with my forthcoming visit to your company and my emails of
12 and 13 January.
Unfortunately, I will not be in Hong Kong until 13 March because all the flights before
then are full. Would it be convenient to meet you on 13 March at 11.00 a.m.?
I would also be very grateful if you could recommend a good hotel in Hong Kong to me.
I look forward to your reply.
Yours faithfully
Jun Mizuno
Technical Sales
Meanwhile, both Leefung Plastics (International) Ltd in Hong Kong and

Leefung Plastics (Singapore) Ltd are writing to accept the dates that Mr
Mizuno suggested in his first emails and to give him the further information
that he wanted (cards 27 and 3).
Card 27
To: Jun Mizuno <jmizuno@nagakura.com.jp>

From: International Relations <IntRel@leefungIntl.com>
Subject: Visit to Hong Kong
Dear Mr Mizuno
Thank you for your emails of 12 and 13 January, concerning your forthcoming visit to
Hong Kong.
I would be very pleased to meet you at the time you said, 12 March at 11.00 a.m.
The address of our office in Bangkok is as follows:
Leefung Plastics (Thailand) Ltd
48 Ramkhamhang Road
Bangkok
Thailand
The name of the manager is Mr P. Hemsuchi.
I hope that this information will help you. If you need any further information about any of
our offices, please do not hesitate to contact me.
I look forward to meeting you.
Yours sincerely
[name]
International Relations Section

Card 3

From: Production Supervisor <Production@leefung-singapore.com>
Subject: Visit to Singapore
Dear Mr Mizuno
Thank you for your email of 12 January concerning your forthcoming visit
to Singapore.
I would be very pleased to meet you at the time you said, 10 March at
11.30 a.m.
Our offices are located on Park Road, about 25 km from the airport, just
opposite the Hotel Regina.
I look forward to seeing you.
Yours sincerely
[name]
Nagakura’s next card tells Jun to invite the Production Supervisor at Leefung
Plastics (Singapore) Ltd to lunch (card 22).
Card 22
To: Production Supervisor <Production@leefung-singapore.com>

Dear [name]
Thank you for your email of [date], concerning my forthcoming visit to your
company.
I would be very pleased if we could have lunch together after our meeting
on 10 March. Please could you let me know if this is possible.
I look forward to hearing from you and meeting you.
Yours sincerely
Jun Mizuno
Technical Sales

Leefung Plastics (Singapore) Ltd, however, have received a message direct
from the office of the GM, telling them of his forthcoming visit. They
therefore write to tell Mr Mizuno that he can only see the Production
Supervisor’s assistant (card 56).
Card 56

Subject: Trip to Singapore
Dear Mr Mizuno
I am writing in connection with your forthcoming visit to Singapore and my
email of [date].
Unfortunately, I will not be available when you visit our company on 10 March
because the General Manager will be visiting the factory. However, my assistant,
Helen Cheng, would be very pleased to see you. Please could you confirm if you would
like to meet her.
Yours sincerely
[name]
However, Head Office in Hong Kong send an email to say the GM wants to
see all the Production staff on 10 March (card 32)
Card 32
To: Production Supervisor <Production@leefung-singapore.com>

Subject: GM’s visit to Singapore
Dear [name]
I am writing in connection with the General Manager’s forthcoming trip to
South-East Asia.
The GM will visit Singapore on 9–10 March. While he is there, he would like
to speak to all members of the Production Dept. Please could you cancel all
appointments for these days.
Thank you.
Yours faithfully
[name]

Meanwhile, Nagakura have still not heard from Leefung Plastics
(International) in Hong Kong about the change of date. Jun Mizuno therefore
writes to find out if the revised date of 13 March is acceptable (card 72).
Card 72

Dear [name]
I am writing in connection with my email of [date], concerning my
forthcoming visit to Hong Kong.
Please could you let me know as soon as possible if you are able to meet me
on 13 March at 11.00 a.m. because I need to confirm my flight booking.
Thank you.
Yours sincerely
Jun Mizuno
Technical Sales
This email will probably cross with Leefung Plastics (International)’s email in
which they accept Mr Mizuno’s appointment (card 1).
Card 1

Date: as appropriate
Dear Mr Mizuno
Thank you for your email of [date] about your visit to Hong Kong.
I would be very pleased to meet you at the time you said, 13 March at 11.00 a.m.
We recommend the Hotel Bluebird, which is located about half a kilometre from our
offices, next to the Kowloon Bank on Bowen Rd.
Please could you let me know where you decide to stay, in case I need to
contact you.
I look forward to seeing you.
Yours sincerely
[name]

Having received Leefung Plastics (International)’s email, Mr Mizuno writes a
short email to tell them where he will stay (card 72).
Card 72

Dear [name]
Thank you for your email of [date], confirming the date and time of our meeting.
In Hong Kong, I will be staying at the hotel that you recommended, the Hotel
Bluebird.
I look forward to meeting you.
Yours sincerely
Jun Mizuno
Technical Sales
Leefung Plastics (Singapore) Ltd, however, receive a further email from the
office of the GM and an email from the International Relations Section in
Hong Kong. These tell them that the GM wants to see all staff on 10 March.
They are therefore forced to cancel the appointment with Mr Mizuno (card 41).
Card 41

Dear Mr Mizuno
I am sorry to tell you that I have to cancel your meeting with Helen Cheng on
10 March at 11.30 a.m.This is because the General Manager wants to see all members of
the production staff when he visits the factory.
I hope that we can meet the next time you are in Singapore.
Yours sincerely
[name]
The activity thus ends with Jun Mizuno unable to meet Leefung in Singapore,
but with a confirmed appointment with Leefung in Hong Kong.
Feedback

2C The writing Steps in writing
process a message
1 Steps in writing
This first task aims to raise the students’ awareness of the different steps
involved in writing. Ask them to copy the ‘cards’ on to separate pieces of paper
(or make photocopied sets). With another student or in a small group, they can
discuss what order they would put the cards in. It is important to stress that
there is not a correct order – everybody approaches writing in a personal way.
They can add any other cards they feel necessary. You could encourage them,
for example, to add cards which show how they feel at each stage (such as ‘feel
like throwing it in the bin!’ or ‘feel anxious’ or ‘feel pleased/relieved’). Some
cards may need to be repeated or arrows may show a circular process. Give a
time limit (about 10–15 minutes).
Once the students have finished, you could ask them to stick their cards on a
larger piece of paper and either pass them around the class to compare or
display them for discussion. A diagram might look something like this:
Possible points to raise in a discussion:

• Which stages do you think are essential?
• Which sequence of cards do you think would be most productive?
• What different ways can you think of, for example, for checking your
work? (This is covered in sections 6C, 7C and 8C.)
• Where can things go wrong (e.g. a poor plan may lead to a poor letter or
email)?
• How can you improve at each stage (e.g. keeping a record of the mistakes
they find when they check their work)?
2 Try it out!
Students can now write a short reply to the letter, perhaps at home. This will
give you an opportunity to look at their diagrams again and identify the stages
where they appear to have most problems.

Unit 3 Contacting customers
3A Study ●
●
referring
giving good/bad news
● saying what you can/cannot do
section ●
●
giving reasons
British and American English
● paragraphs
Initial task
emails, they should put them away. At the end of the section, they will have an
opportunity to look at them again and see how much they have learned.
3.1 Giving news

After the students have had a chance to read silently through the questions and
the two emails, discuss the answers.
Answers
a The writers refer to the last contact between them by saying I am writing
in connection with … and Further to …
b The first email gives bad news by saying We regret to inform you that …
The second email gives good news by saying I am delighted to tell you
that …
c The writers give reasons with This is as a result of … and This is due to …
To provide more continuity of student activity, it is probably best to take 3.2
and 3.3 together, followed by 3.4 and 3.5.
3.2 Referring
3.3 Giving good/bad news
Read through the phrases for referring and giving good/bad news with the
students. Point out the Writing tips in 3.2 and 3.3, then let the students work
alone or with a partner to complete the exercises.
Example answers
3.2 a With regard to your invoice no. 679 for a photocopier, …
b Further to our meeting on 16 January …
c I am writing in connection with your advertisement in The Times
newspaper for the London Trade Fair.
d With reference to your application for a post as secretary with this
company, …
e Further to your fax order for six computers which we received
today, …

3.3 a Further to; I am sorry to tell you that
b With reference to; I am pleased to inform you
c I am writing in connection with; I regret to inform you that
d Further to; I am happy to advise you
3.4 Saying what you can and cannot do

3.5 Giving reasons
It is a good idea to take 3.4 and 3.5 together.
Example answers
3.4 a We are unable to reduce our prices.
b We have been forced to raise our prices because the government has
increased the sales tax.
c However, we are able to give you a discount of 5% if your order is
for more than $8,000 or €8,000.
d With regard to your second question, we are unable to accept
payment in Egyptian pounds, but we are able to accept US dollars
or euros.
3.5 b We have been forced to delay the delivery of the goods. This is due to
a strike by airline pilots.
c We are able to increase all salaries by 10%. This is as a result of a
rise in sales.
d We have been forced to cut all salaries by 10%. This is owing to a
fall in sales.
e We are unable to deliver your new order. This is due to the fact that
we have not received your payment for the last order.
f We have been forced to cancel the meeting. This is owing to the fact
that a lot of staff have been ill.
3.6 An American English writer

Allow the students some time to compare the message in 3.6 with the
messages in 3.1. They can also look at the messages from Interfon in Unit 2A
for more examples of American English. Some differences to note here:
• use of a first name (Dear Steve compared to Dear Mr Walter)
• use of the colon ‘:’ after the name of the addressee (Dear Steve:)
• absence of a preposition before a day of the week (… your call
Thursday …)
• use of the past simple instead of the present perfect (We received a
cancellation this morning …)
• spelling of center/centre
• use of first floor instead of ground floor
• use of Best regards instead of Best wishes.

3.7 British and American English
Students should pay particular attention to the Writing tip.
Example answers
1 a British English. American version: … on the first floor.
b American English. British version: … a copy of your CV.
c American English. British version: The theatre (or cinema, depending
on the meaning) is in the town centre, next to a large shop.
d British English. American version: … and zip code, and we will send
you a catalog.
e American English. British version: We specialise in city-centre property.
2 A fully British version is:
We stock an amazing selection of styles and colours, all at a price that
you’ll find hard to beat. We’re sure to have your favourite. On our ground
floor, you’ll find a wide range of furniture for your home. On our first
floor, we have special deals on office furniture. Visit Brown’s Furniture
Shop: near the Enzo petrol station, in the city centre. Send us your name,
address and postcode for our new catalogue. Free!
A fully American version is:
We stock an amazing selection of styles and colors, all at a price that
you’ll find hard to beat. We’re sure to have your favorite. On our first
floor, you’ll find a wide range of furniture for your home. On our second
floor, we have special deals on office furniture. Visit Brown’s Furniture
Store: near the Enzo gas station, downtown. Send us your name, address,
and zip code for our new catalog. Free!
3.8 Paragraphs
The organisation of text into paragraphs is often one of the most difficult
aspects of writing in English. Correct paragraphing is important, as it can
help the reader to understand the message. Paragraphs in English generally
cohere around a single topic, which may be divided into different related
aspects. In routine business correspondence, this generally means paragraphs
are short, since they only focus on one detail at a time.
Answers
1 2.1a: para. 1 the reason for writing; para. 2 information about the writer’s
business; para. 3 what the writer would like the recipient to do
2.1b: para. 1 referring to previous communication; para. 2 giving details
of whom he has passed the information to
2.3a: para. 1 saying how he got Mr Aoyama’s details; para. 2 expressing
an interest in the product and making a request
2.3b: para. 1 acknowledging previous communication; para. 2 explaining
what he has done in response to the request; para. 3 giving details of a
forthcoming business trip; para. 4 offering further information on request
3.1a: para. 1 referring to previous communication; para. 2 delivering bad
news, but offering a solution; para. 3 giving information on other items
3.1b: para. 1 acknowledging a phone call and giving good news;
para. 2 inviting an order and offering further information on request
3.6: para. 1 acknowledging a phone call; para. 2 giving good news;
para. 3 requesting a response to the offer
2 a British English
Dear Steve
Thank you for your message of 17 May. It was good to hear from you.
You are correct about the increase in the price of our products.
Unfortunately, due to circumstances beyond our control, we have
increased our prices by 15%. However, because you been a loyal
customer, we can offer you a special 10% discount until the end of
the year.
We have a new product which I think you will find interesting. It is the
TW786. This is our new mobile phone that is completely waterproof!
Now you can talk while you swim and surf! I’m sending you some
information about it. We are very proud of it.
Beginning next year, we will have a new range of exciting products on
the market. We’re having a special launch party for this new range on
9 January.
I will send you an official invitation soon, but please put this date in
your diary. I look forward to seeing you.
With best wishes
Indu
Indu Siriwakni
Project leader
Telewon Ltd.
b American English
Dear Inge:
Good news! Following our conversation yesterday, I talked with our
engineers. I am pleased to tell you that we can install your new
wireless network one month earlier than we thought. Work can now
begin January 23.
With regard to the printers, I need to speak to our manager to see if we
can revise the price. We can supply five free cartridges for each printer.
I checked the price for the scanners, but unfortunately we are unable
to reduce the price on those. This is because our suppliers recently
increased the price by 15%.
Please can you confirm that January 23 is a good date for you for the
network installation?
Best regards
Rebecca
Rebecca Ou
Customer Service Desk
Net2Net Services
3 Suggested number of paragraphs in the main message:
a three (para. 1 introduce the subject of the message; para. 2 give details
of where you have moved to; para. 3 look forward to seeing them)
b four (para. 1 introduce the subject of the message; para. 2 say that the
previous manager has left, and give the name of the woman who has
taken over; para. 3 give some information about her background and
how she can be of service; para. 4 say that you look forward to
continuing to be of service)

c five (para. 1 thank the customer for their letter and say you are sorry
he/she has had a reason to complain; para. 2 talk about service
problems; para. 3 talk about pricing; para. 4 talk about quality issues;
para. 5 offer compensation)

You might like to tell the students that this kind of letter or email is called
a circular.
Example answers
a
Subject: Increase in interest rates
Dear Sir or Madam

I am writing in connection with your account at this branch.
I am pleased to advise you that we are able to increase interest
rates for deposit accounts to 12%. This is as a result of a change
in government regulations.
Yours faithfully
[name]
Sub-manager
b
Subject: Increase in interest rates
Dear Sir or Madam

I am writing in connection with your account at this branch.
I regret to inform you that we have been forced to increase
interest rates for loans to 14%. This is as a result of a change
in government regulations.
Yours faithfully
[name]
Sub-manager

what they have learned. Ask them to compare the message they wrote at the
start of the unit (‘Test yourself’) with the email they have just written. They could
work in pairs to do this and go through the points listed, checking against the
examples in this section.

3B Activity Holiday time
section
1 After reading through the introductory paragraph and questions with the
students, allow them to study the two web pages before you go through
the answers. As far as possible, do not spend too much time on new
vocabulary, unless students are unable to understand the basic situation.
Answers
a Golden Holidays are cheaper. A trip in July for 25 people in twin-bedded
rooms plus insurance costs £34,550 with them (25 × £1,300 + £175
single-room supplement + 25 × £75 insurance). With Sun Express, it costs
£36,450 (25 × £1,450 + £200 single-room supplement).
b No. Sun Express use Pekar Airways. Golden Holidays use Stanley Air. It is
important to make sure that the students realise that the two companies
use different airlines, since this is a key point in the activity that follows.
2 Ensure students don’t read ahead to Exercise 3, or they will find the answer!
Answer
Sun Express are cheaper now. A 10% discount on £36,250 brings the price
down to £32,625, plus the single-room supplement of £200 (not discounted)
gives a new total of £32,825. (The discount that Golden Holidays offer is
only for groups of more than 30. Western Travel want to book for 25
people.)
3 You can also ask some further question to make sure that they now
understand the basic situation. Suggested questions:
• What is the name of the group leader on the holiday?
• What is the name of the agency booking the holiday?
• Which company are they travelling with?
• Why did Mr Thomas choose that company?
Before dividing the students into groups, remind them that they must write
neat, clear business emails and that once they have delivered the email to the
correct group, they should ask you for a new card number. See pages 8–12
for general guidance on running the activity.

Sun Express: 54–20–15
Golden Holidays: 31–68–42
Western Travel: 8–48–25
Plot and example emails

first cards, the messages they write after that may be slightly different from
the example messages. This is because they may have already received a
message from another group.
Activity: HOLIDAY TIME
Basic plot: Western Travel, a travel agency, want to book a tour to Mexico for a group of
people, led by Mr Daniel Thomas. They receive quotes from two companies, Sun Express and
Golden Holidays, and make an initial booking with Sun Express. They then find that the airline
that Sun Express use has collapsed, so they switch the booking to Golden Holidays. Sun Express
find a new carrier for the tour, but this information comes too late.
STAGE 1 Card 54
Confirm that they have made

the booking.
Card 31 Card 8
Have read about a
possible collapse of Pekar
Airways.
Write to give news of a 10% reduction

in their prices.
STAGE 2 Card 20
Write to say that the tour is cancelled

because Pekar Airways has collapsed.
Card 68 Card 48
Write to ask for a
reply to their last letter.
Write to say they have booked with Sun Express.
Say they still have space for more

customers on their Mexico tour.
STAGE 3 Card 15
Write to say they have found a
new carrier for the tour to Mexico
and the trip can go ahead.
Card 42 Card 25
Confirm booking
with one company and
cancel with the other company.
Write to say they have just a few places

left or to confirm the booking.

The activity opens with Sun Express writing to confirm the booking from
Western Travel (card 54).
Card 54
To: Charlotte McEvoy <C.McEvoy@westerntravel.co.uk>

From: Reservations <reservations@SunExpress.co.uk>
Subject: Tour 5210
Dear Charlotte
I am writing to confirm that I have booked a holiday for 25 people on the above-
mentioned holiday, departing 15 July, in the name of Mr Daniel Thomas.
Please could you tell your clients that they must check in at Gatwick Airport at 0930.
We look forward to doing further business with you.
Yours sincerely
Renate Weiss
Bookings Supervisor
At the same time, Golden Holidays are writing a follow-up email to Western
Travel, telling them that they have reduced their prices (card 31).
Card 31

From: Reservations <reservations@goldenholidays.com>
Subject: Tour 014A
Dear Ms McEvoy
I am writing with reference to my email of 12 May, concerning the above tour
to Mexico.
I am pleased to inform you that we can now offer a 10% reduction on the
price of our holidays to Mexico. This is due to a change in the exchange rate.
We look forward to receiving your bookings.
Yours sincerely
[name]
Sales Supervisor

Meanwhile, Daniel Thomas has seen an article in a newspaper about the
airline that Sun Express use. He has asked Western Travel to write to Sun
Express to find out what will happen if the airline does collapse (card 8).
Card 8
To: Reservations <reservations@SunExpress.co.uk>

From: Charlotte McEvoy <C.McEvoy@westerntravel.co.uk>
Subject: Tour 5210
Dear Renate
I am writing in connection with our booking for 25 people on the above holiday,
departing 15 July.
Mr D. Thomas, the group leader, has given us a newspaper article about Pekar Airways.
The article says that the company is in serious financial difficulties. Mr Thomas would like
to know exactly what will happen if Pekar Airways collapses while his group is in Mexico
or before they go on holiday.
Yours sincerely
Charlotte McEvoy
Western Travel
The next card for Sun Express gives them the bad news that Mr Thomas was
worried about – Pekar Airways have collapsed. They therefore write to tell
Western Travel that their holidays to Mexico are cancelled (card 20).
Card 20

Subject: Tour 5210
Date: 30 May 2006
Dear Charlotte
I am writing in connection with your booking for 25 people on the above holiday to
Mexico.
I regret to inform you that Pekar Airways, our carrier for this tour, has collapsed.
We have therefore been forced to cancel Tour 5210.
We will refund your deposit as soon as possible.
With apologies,
Your sincerely
Renate Weiss
Bookings Supervisor

Golden Holidays have also heard that Pekar Airways have collapsed. They
write to Western Travel to tell them that they can take any customers who
have lost their bookings (card 68).
Card 68

Subject: Collapse of Pekar Airways
Date: 30 May 2006
Dear Ms McEvoy
I am writing in connection with our tours to Mexico and the collapse of Pekar
Airways.
We are pleased to inform you that our carrier, Stanley Air, is able to take 200 extra
passengers each week to Mexico. We are therefore able to give an immediate
confirmed booking to any customer who booked a holiday using Pekar Airways.
We look forward to making your bookings.
Yours sincerely
[name]
Sales Supervisor
Western Travel, meanwhile, write one or two emails, depending on whether

they have heard from Golden Holidays and/or Sun Express. In reply to
Golden Holidays’ first email, they write to tell them that they have booked
with Sun Express (card 48).
Card 48
To: Reservations <reservations@goldenholidays.com>

Subject: Tour 014A
Dear [name]
Thank you for your letter of [date], concerning the above tour to Mexico.
I am sorry to tell you that we have now booked the holiday with Sun Express.
Yours sincerely
Charlotte McEvoy
Western Travel

If they have not received a letter from Sun Express, they write to them again,
asking for a reply (card 48).
Card 48
To: Reservations <reservations@SunExpress.co.uk>

Subject: Tour 5210
Dear Renate
With reference to my email of [date] concerning Pekar Airways, our customer,
Mr D. Thomas, is very worried about what will happen if the airline collapses.
Please could you reply as soon as possible to my email.
Yours sincerely
Charlotte McEvoy
Western Travel
The next card (15) for Sun Express has good news – they have found a new
carrier. They therefore write to Western Travel.
Card 15

Subject: Tour 5210
Date: 1 June 2006
Dear Charlotte
Further to my email of , I am pleased to advise you that we have found a new
carrier for the above tour to Mexico. This is DTL Aviation Company.
All clients who still want to take this holiday must reconfirm their booking as soon
as possible. Check-in time is 0825 on the day of departure, at Gatwick Airport.
We look forward to your bookings.
Yours sincerely
Renate Weiss
Bookings Supervisor

Meanwhile, Golden Holidays want the bookings that should have resulted
from the collapse of Pekar. If they have not received a booking from Western
Travel, they write a follow-up email (card 42).
Card 42

Subject: Tour 014A
Dear Ms McEvoy
I am writing with reference to my email of [date], about our above tour to
Mexico.
At the moment there are only a few places left. This means that if you have
any customers who want to take this holiday, they must book as soon as
possible.
Yours sincerely
[name]
Sales Supervisor
However, if they have received a booking, they write to give the instructions
for joining the holiday.
Card 42

Subject: Tour 014A
Dear Ms McEvoy
Thank you for your email of [date]. I am writing to confirm that I have made a
booking for 25 people on the above tour departing 18 July. The group leader
is Mr D. Thomas.
Please could you tell your clients to check in at Gatwick Airport by 0830 on
the day of departure.
We look forward to making further bookings for you.
Yours sincerely
[name]
Sales Supervisor

Who gets the final booking depends on how quickly they have written and
delivered their emails. Western Travel’s final card tells them to write two
emails – one confirming a booking and the other rejecting a company
(card 25).
Card 25
To: [addressee’s email address]

Subject: Tour …
Date: 1 July 2006
Dear [name]
With reference to [my/your] email of [date], I am pleased to confirm our booking for 25
people on the above tour, departing on [15/18] July. The group leader is Mr D. Thomas.
We look forward to receiving your confirmation.
Yours sincerely
Charlotte McEvoy
Western Travel
Card 25
To: [addressee’s email address]

Subject: Tour …
Date: 1 July 2006
Dear [name]
With reference to [my/your] email of [date], I regret to inform you that we are cancelling
our booking as we have made alternative arrangements for our holiday.
Yours sincerely
Charlotte McEvoy
Western Travel
The activity thus ends with one company getting the booking at the expense
of the other company.
Feedback

3C The writing Writing a plan
process
See the general note on Unit 1C about The writing process sections. In this
section, students can practise an initial step in writing an email or letter –
making a plan.
1 The writing plan

Before the students begin, you could first start a short discussion on why a plan
is important. Some suggestions:
• It helps to get ideas before language issues become involved.
• It ensures that the email does what you want it to do.
• It helps you to think about how the reader will understand the email.
• It makes writing the email easier.
• It gives you an opportunity to look up any language areas you will need
(e.g. vocabulary) before you start writing.
Answers
The first email in 2.1 follows Plan b. The second email follows Plan a.
2 More practice
The students can write some plans using the situations given and then
compare with the plans of other students in the class.

Unit 4 When things go wrong
4A Study ●
●
letter layout
the date
● making mild complaints
section ●
●
making a point
warning
● making strong complaints
Initial task
letter, they should put it away. At the end of the section, they will have an
4.1 Intercity Bank write to complain

Before you begin, you could explain to the students that you are now going to
look at letters. You could start a brief discussion on when they would use
letters, rather than emails. Correspondence on paper has reduced a lot in recent
years, with the introduction of email. However, letters are still used in a
number of situations, such as when something is sent (such as brochures), when
the email address is not known, when the topic is sensitive or personal, or
when the topic is serious and a formal record is required. One common
example of this is when the writer wants to formally complain, the situation
presented in this section.
Look back at 1.1 and 3.1 with the students to remind them of the situation
between Intercity Bank and Jakarta Furnishings. Then read through the
questions with them and let them read the two letters silently.
Answers
a Ms Long complains by saying Unfortunately, …
b Mr Basuki wants Ms Long to look at the Terms of Sale.
c Mr Basuki will not refund the bank’s money because he says the delay in
delivering the cabinets is not his fault.
4.2 Letter layout: block style

You could look back at the two letters with the students and ask them how
they would describe the layout of the letters. Where is the date? Where are the
references? Where does the subject heading go? etc.
Answers
a top; right b top; left c top; right; under d under e left f under
g bottom; under h after; after

4.3 The date
Continue by reading through the notes on the date with the students. Put a few
other dates in figures on the board and ask them to say what these would mean
in Britain and what they would mean in the United States. Allow the students a
few minutes to do the exercise before you go through the answers.
Answers
a 16 January 2006 b 23 March 2007 c 6 November 2008
d 7 September 2006 e 21 January 2007 f 8 April 2002
4.4 Practice
The letter should look as follows. Corrections are in bold.
Slottsberget 26
Goteborg 41803
Ms Susan Benton Sweden
Island World Holidays Tel + 46 31 274906
181 North Street
London W1M 2FM 21 July 2006
Dear Ms Benton
Your ref. PER23/675
I am writing in connection with my booking with you for an adventure holiday to Peru.
On 19 May I sent you a cheque for £260 as a deposit. Unfortunately, I have not yet
received a receipt for this. I would be grateful if you could send me this as soon as possible.
Yours sincerely
Margareta Lindell
4.5 Making a mild complaint

Go through the explanation and the instructions for the two exercises before
getting the students to work on them alone or in pairs.
1 Answers
af be cg dh
2 Example answers
b Unfortunately, the photocopier that you sold us has broken down again.
We would appreciate it if you could come and repair it without delay.
c Unfortunately, the secretaries you sent us do not speak English. We would
be grateful if you could send us two new secretaries as soon as possible.
d Unfortunately, we keep receiving letters for X. Please could you make sure
you check the names on the letters.
4.6 Letter practice
This exercise asks students to first make a plan for their letter. Once they
have done this, they can compare with the example on page 122 in the
Student’s Book.
Example answer
Dear Mr Onaka
Invoice no. 5654AH
I am writing in connection with the above invoice for an MX3 photocopier.
We received this machine yesterday. Unfortunately, it is not the model that we
ordered. It is much more expensive. We would be very grateful if you could send
us the correct photocopier and arrange for collection of the one you sent in error.
Yours sincerely
[name]
4.7 Making a point

Tell the students to look back at the letter from Jakarta Furnishings in 4.1.
Ask them exactly how Mr Basuki says that he cannot refund Ms Long’s
payment (I should like to point out that …). Then look through the
explanation and phrases here with the students and get them to write their
responses to the messages (only one sentence is required for each one).
Example answers
a I would like to remind you that the parking space in front of the main
door is reserved for the Managing Director.
b I hope it is not necessary to remind you that work starts at 9.30.
c I should like to draw your attention to the fact that this is the third time
this month the photocopier has broken down and that you promised it
would not happen again.
As you go through the answers, ask the students what else they would write
in their responses. For example, the response to message (a) could be
completed as follows:
I would like to remind you that the parking space in front of the main door is
reserved for the Managing Director. Please could you use the car park at the
back of the factory in future.
4.8 Intercity Bank have to write again

As a change of pace, read through the letter with the students and then look at
the questions.
Answers
a Ms Long is not making a mild complaint now. We can tell because she
says that they are still waiting for the cabinets and she insists that Jakarta
Furnishings deliver them at once.
b If she does not hear from them, she will take legal action.
4.9 Warning
Look at the phrases in the box with the students and then ask for suggestions
for appropriate warnings.
Example answers
a Unless you pay our bill at once, we will be forced to cancel your new order.
b If you do not park your cars elsewhere, we will be forced to call the police.
c If you do not come to work on time in future, we will be forced to dismiss
you.
d Unless you collect your tools this week, we will be forced to throw them
away.
4.10 Making a strong complaint

After reading through the explanation, establishing the four possible
components of a letter of strong complaint, let the students work silently on the
two mixed-up letters. Encourage them to check with a neighbour when they
have finished.
Answers
1 c / e, a, d / b 2 b / a, f, c / e, d
4.11 Consolidation: a complete letter

Example answer
The Manager
15 Hyde Towers
Hong Kong
Dear Sir or Madam

Noise disturbance.
I am writing to complain about the loud noise from your office.
We rent the office next door to you, and all day and every day you play very loud music. It is
impossible for us to work. I should like to remind you that the contract for the office says that
‘music is not allowed’. I really must insist, therefore, that you stop making this noise immediately.
If you do not do this, I will be forced to contact the landlord.
Yours faithfully
[name]
Central Business Consultants

start of the unit (‘Test yourself’) with the letter they have just written. They could

4B Activity Who’s responsible?
section
1 Tell the students that this activity is about an explosion in a factory and that
the owners want to get compensation for the damage. Then ask them why
they think the activity is called Who’s responsible? Establish that the activity
is about responsibility for the damage and paying the compensation. Direct
the students’ attention to the four questions before you ask them to read the
text. When they have finished, go through the answers.
Answers
a Perfecta’s stock was valued at almost €1,000,000.
b Perfecta are going to claim compensation from Bauer AG.
c Bauer AG installed the heating that exploded.
d Aqua Warm have asked a surveyor to find the cause of the explosion.
Once you have gone through the answers, ask some further questions, such as:
• Was anybody hurt in the explosion? (No.)
• Why did Perfecta write to Bauer AG before the heating exploded? (They
heard strange noises in the system.)
• Are Perfecta still working? (No.)
• Why not? (The factory is damaged, and it is too cold to work there.)
• Do Aqua Warm think it is their responsibility? (No.)
• Why not? (This is the first complaint in over 25 years.)
2 The basic situation should now be clear to the students. Divide them into
groups and set them working on their first cards. See pages 8–12 for general
guidance on running the activities.

Perfecta Ltd: 23–17–12
Aqua Warm BV: 46–66–59
Bauer AG: 29–67–70
Plot and example letters

first cards, the letters they write after that may be slightly different from the
example letters. This is because they may have already received a letter from
another group.
As this unit focuses on letter-writing, students are asked to write letters rather
than emails, although these would be equally appropriate. You can photocopy
the company letterheads on page 127 for students if you like.

Activity: WHO’S RESPONSIBLE?
Basic plot: The heating system explodes in the factory of Perfecta Ltd. The system was
manufactured by Aqua Warm Ltd and installed by Bauer AG. Perfecta Ltd demand compensation
from Bauer Ltd, who refuse to give compensation or to install any more Aqua Warm systems. Aqua
Warm ask a surveyor to find out why the explosion took place. The report says that the fault was
Perfecta’s, as they put the wrong heating oil in the system. Perfecta eventually have to pay for a new
system from Aqua Warm, and ask Bauer to install it.
STAGE 1 Card 23
Complain and demand Say a surveyor will be coming

compensation for the and ask for the name of
damage caused. the installers.
Card 29 Card 46
Say they will not install their

heating systems any more.
STAGE 2 Card 17
Reject request for compensation

and tell them to contact Ask when they can
Aqua Warm. install a new system.
Card 67 Card 66
Ask if they can confirm that they

followed the installation instructions.
STAGE 3 Card 12
Write to say they can supply a

Write to ask Bauer to install new system immediately.
a new system.
Card 70 Card 59
Write to say that they will continue

to do business with them.

Perfecta Ltd begin by writing to Bauer AG, making a strong complaint and
demanding compensation (card 23).
Card 23
Bauer AG
Altenberg
5253 Effingen
Switzerland
61 Bath Road Worcester WR5 3AB England
Tel: (+44 1905) 590120 Fax: (+44 1905) 760489
3 January 2006
Dear Sir or Madam
Last night, the central-heating system that you installed in our factory exploded. The
explosion caused extensive damage, and our complete spring stock has been destroyed.
I should like to remind you that we wrote to you on 9 December because the heater was
making a strange noise. We received no reply.
We must insist, therefore, that you replace the heating system immediately and pay for
our damaged stock, valued at €1,000,000.
We look forward to your reply.
Yours faithfully
[ ]
Production Department
Meanwhile, Aqua Warm are worried that the explosion will give them a bad
name. They want to find out exactly what happened, so they write to Perfecta
(card 46).
Card 46
Perfecta Ltd
61 Bath Road
Worcester WR5 3AB
England
Beulingstraat 23
Amsterdam
Dear Sir or Madam The Netherlands
Tel: (+31 20) 2113078
We are writing in connection with the recent explosion at your factory. Fax: (+31 20) 2114367
We would like to point out that we have been manufacturing central-
heating systems for over 25 years and we have never had a complaint 4 January 2006
before. We have therefore asked an independent surveyor to find the
reason for the explosion.
We would be grateful if you could give us the address of the company
that installed your heating.
Yours faithfully
[name]
Consumer Relations Department

At the same time, Bauer write to tell Aqua Warm that they will not install
their heating systems any more (card 29).
Card 29
Aqua Warm BV
Beulingstraat 23 Altenberg
5253 Effingen
Amsterdam Switzerland
The Netherlands Tel: (+41 64) 201533
Fax: (+41 64) 201366
4 January 2006
Dear Sir or Madam
Central-heating system
We are writing in connection with the recent explosion of one of your central-
heating systems at Perfecta Ltd in England.
We regret to inform you that we have decided not to install any more of your
systems until you can show that they are absolutely safe.
We look forward to hearing from you.
Yours faithfully
[ ]
Project Planning Department
Since Perfecta’s factory is closed and they are losing a lot of money, they need
a new heating system quickly. They write to Aqua Warm to ask if they can
help (card 17).
Card 17
Aqua Warm BV
Beulingstraat 23
Amsterdam
The Netherlands
Tel: (+44 1905) 590120 Fax: (+44 1905) 760489
3 January 2006
Dear Sir or Madam
I am writing in connection with one of your central-heating systems.
Last night, the system exploded and caused extensive damage to our factory. We have been forced to
close the factory because of the cold. This is costing us over €50,000 a day. It is therefore
extremely important that we get a new heating system as soon as possible.
We would be grateful if you could tell us when you could deliver a new system and at what price.
Yours faithfully
[ ]

Aqua Warm, meanwhile, write to Bauer to make sure that the heating was
installed correctly (card 66).
Card 66
[name]
Project Planning Dept
Bauer AG
Altenberg
Beulingstraat 23
5253 Effingen Amsterdam
Switzerland The Netherlands
Tel: (+31 20) 2113078
Dear [name/Sir or Madam] Fax: (+31 20) 2114367
[Thank you for your letter of [date], concerning / We are writing 5 January 2006
with reference to] the explosion at Perfecta Ltd.
We should like to point out that we have been manufacturing heating systems for over 25 years and
we have never had a complaint before. We would be very grateful, therefore, if you could check that
you followed our installation instructions.
In the meantime, we have asked an independent surveyor to make an inspection to try to find the cause
of the explosion.
Yours [sincerely / faithfully]
[name]
Bauer, however, are certain that the explosion is not their fault. They write to
Perfecta to tell them this (card 67).
Card 67
Perfecta Ltd
61 Bath Road Altenberg
Worcester WR5 3AB 5253 Effingen
England Switzerland
Tel: (+41 64) 201533
Fax: (+41 64) 201366
5 January 2006
Dear Sir or Madam
I am writing with reference to the recent explosion in your factory.
We have now checked through our records of the work that we did at your
factory. I should like to point out that the heating system was checked three
times before it was turned on.
We suggest that you contact Aqua Warm and claim compensation from them.
Yours faithfully
[ ]

Once Perfecta receive the surveyor’s report, they discover that the explosion
was in fact their own fault. They write to Bauer to apologise and ask them to
fit a new system (card 12).
Card 12
[ ]
Bauer AG
Project Planning Dept
Altenberg
5253 Effingen
Switzerland 61 Bath Road Worcester WR5 3AB England
Tel: (+44 1905) 590120 Fax: (+44 1905) 760489
[ ]
Dear [ ]
Thank you for your letter of [ ] concerning the recent explosion in our factory.
We have now received a copy of the surveyor’s report on the explosion. The report shows that
the wrong oil was used. We must apologise, therefore, for blaming you for the explosion.
We would appreciate it if you could fit a new heating system as soon as possible. Please can you
tell us when you could do this.
With apologies once again,
Yours sincerely
[ ]
Aqua Warm, writing to Perfecta, offer to supply a new heating system

immediately (card 59).
Card 59
[name]
Production Dept
Perfecta Ltd
61 Bath Road
Beulingstraat 23
Worcester WR5 3AB Amsterdam
England The Netherlands
Tel: (+31 20) 2113078
Dear [name / Sir or Madam] Fax: (+31 20) 2114367
[Thank you for your letter of [date], concerning / I am writing 6 January 2006
with reference to] the recent explosion at your factory.
The surveyor’s report on the explosion shows that the wrong type of heating oil was used.
This means that we are unable to give you any compensation. However, we can supply a new
1
heating unit immediately at a special 12–2 % discount price of €26,000.
[name]

Since the surveyor’s report showed that there was nothing wrong with the
heating system, Bauer write to Aqua Warm to tell them that they will
continue to do business with them (card 70).
Card 70
[ ]
Consumer Relations Dept Altenberg
Aqua Warm BV 5253 Effingen
Beulingstraat 23 Switzerland
Amsterdam Tel: (+41 64) 201533
Fax: (+41 64) 201366
The Netherlands
6 January 2006
Dear [ / Sir or Madam]

Thank you for the copy of the surveyor’s report on the explosion at Perfecta
Ltd.
I am please to inform you that we have decided to continue to install your
heating systems.
We look forward to doing further business with you.
[ ]
The activity therefore concludes with Perfecta having to pay for a new
heating system, and the reputations of Aqua Warm and Bauer untouched.
Feedback

4C The writing Read before
process you write
The purpose of this section is to encourage the students to read carefully before
they write a reply. It is important that a reply contains the correct information,
that it is addressed to the correct person and includes given references, etc.
It is also particularly important that it actually does reply to the content of the
message received and does so in the correct style and level of formality.
1 The students can do this quietly by themselves or in pairs.
Answers
1e 2c 3a 4b 5d 6f
2 The students can discuss this with their neighbour before you discuss it with
them. Some problems with the reply are:
• The addressee’s address is incorrect.
• The addressee signed with her full name. A reply should therefore open
Dear Ms Long not Dear Jennifer.
• It is not appropriate to use spoken language here (e.g. contractions).
A reply should follow the style of the original letter.
• The reply completely misses the point of Ms Long’s complaint. She is not
complaining about the quality of the cabinets, but the fact that they have
not yet been delivered.
Example answer
Text in bold shows where changes have been made.
Jalan Arjuna 7
Ms Jennifer Long Jakarta 11190
Office Manager Tel 021 6373742
Intercity Bank plc Fax 021 6373739
Jalan Thamin 58
28 August 2006
Jakarta 11196
Your ref: JL/fh/246
Dear Ms Long Our ref: SB/sl
Thank you for your letter.
I must apologise for the delay in getting the Linton filing cabinets to you. Unfortunately, this
is due to circumstances beyond our control, because Linton have not yet delivered the
cabinets to us. I agree that this delay is not acceptable, and I am happy to refund all your
money immediately. Alternatively, if you would like to wait a few weeks longer, I can offer a
5% discount as compensation for the delay.
Please let me know what you would like to do.
Yours sincerely
S. Basuki
Sales Executive

Test on Units 1–4
You may photocopy the test on pages 69–70 for use with your classes. The
test contains three tasks, with timing approximately as follows:
Task 1: 15 minutes Task 2: 20–25 minutes Task 3: 20–25 minutes
If you have only 40 minutes or so available, the students can do Task 1, then
Task 2 or Task 3. If you have more than 60 minutes available, the students
can do all three tasks. For further ideas on how to use the tests, see page 12.
A suggested marking scheme is as follows:
Task 1 Task 2 Task 3

• 1 mark for each • layout and technical • layout and technical
correction of the errors details (punctuation, details (punctuation,
in the email. Dear …/Yours …, etc.) Dear …/Yours …, etc.)
• maximum 10 marks = 5 marks = 5 marks
total for 10 or more • clarity of message • clarity of message
errors corrected. = 5 marks = 5 marks
• accuracy of English • Accuracy of English
= 5 marks = 5 marks
Total 15 marks Total 15 marks
Example answers
Task 1 Email
To: s.benson <s.benson@brownsupermarkets.com>

From: Steve Winston <s.winston@securit.co.uk>
Subject: ZX87 lighting system
Attached: RWL.doc
Dear Mr Benson
Thank you for your email. Today, I sent you by post the information you asked
for about the electronic security-lighting system, the ZX87. With this, I included
details of some of our other products that may interest you, including our
security-camera system, the SCTV5. I have also attached details of our radio-
controlled window locks, the RWL series, to this email (RWL.doc).
I will soon be in your area, on 12 and 13 June. If it is convenient, I can visit you
to show our products. Please let me know if this is possible.
Yours sincerely
Steve Winston
www.securit.co.uk

Task 2 Referring, giving good and bad news
To: All customers < >

From: Customer Relations <Customer.Relations@Teletel.com>
Subject: New charges
Attached: New_charges.doc
Dear Customer
I am writing in connection with your telephone account with Teletel.
I am pleased to tell you that, as from 2 June, all charges on international telephone
calls will be reduced by 35%. In addition, all charges on national calls will be
reduced by 26%. This will mean that you will enjoy substantial savings. I am sure
you will agree that this makes a Teletel account exceptionally good value.
Because of increases in administrative costs, we have unfortunately been forced to
make a small increase in our monthly charge. From 2 June, this will rise by 7.5%.
I attach a leaflet which gives details of the new charges.
Yours faithfully
Customer Relations
Teletel Ltd
Task 3 Complaining and warning
Ms Lina Marras
Town Estates Ltd
234 West Road
Wolverton
Dear Ms Marras
Roof Repair
I am writing in connection with my telephone conversation with you today.
As I said on the telephone, last month, rain water came in through the roof of our office and
damaged our carpets. I telephoned you about this, and you said that you would arrange for a
repair. No one came, and I telephoned you again – at least three times.
Today, more rain water has come in through the roof, and we are unable to use the lighting
because it is too dangerous. I must insist therefore that you arrange for a repair immediately.
I should like to point out that the contract says that you are responsible for maintenance.
Unless someone comes to repair the roof by the end of this week, we will be forced to cancel
our payment of the rent.
Yours sincerely
[signature]
[name and title]
Clarity Advertising Services
68 Test on Units 1–4

Test on Units 1–4
1 Email
There are many errors in this message. Write it out again correctly, and in an
appropriate style.
To: s.benson <s.benson@brownsupermarkets.com>

From: Steve Winston <s.winston@securit.co.uk>
Subject: Message
Attached:
Dear Mr benson Hi! Thanks for your email. Toady, I sent you by post the information
you wanted about the electronic security-lighting system, the ZX87. With this, I
included details of some of our other products that may interest you, including our
security-camera system, the SCTV5. I have also attacked details of our radio-
controlled window locks to this email. I will soon be in your area, on 12 and 13 June.
If you want, I CAN SHOW YOU OUR PRODUCTS. Possible? Best Steve
www.securit.co.uk
2 Referring, giving good and bad news

You work for Teletel, a telephone company. Your company has just increased
the monthly charge for all customers by 7.5%, but has also reduced the cost
of international calls by 35%.
Write an email to all your customers to give them this information. You will
attach a document with the details, but you can invent any extra information
you need.
PHOTOCOPIABLE Test on Units 1–4 69

3 Complaining and warning
You are the Office Manager of a small company, Clarity Advertising Services.
Your company rents an office on the top floor of a tower block. Last month,
rain came in through the roof and damaged your carpets. You telephoned the
owners of the building, Town Estates Ltd, and they promised to repair it.
After one week, no one came, so you telephoned again. Again, they promised
to repair it.
Today, it has rained heavily, and water has come through the roof again. You
cannot use the lights in your office because it is too dangerous. You have just
telephoned again to demand immediate action, and now you want to put
your complaint into writing. You pay the rent monthly, and if they do not
repair the roof immediately you will cancel the rent payment. Write your
letter. Here are some notes:
70 Test on Units 1–4 PHOTOCOPIABLE

Unit 5 Getting things done
● requesting action
5A Study ● apologising
● faxes
section
Initial task
letter, they should put it away. At the end of the section, they will have an
5.1 Construcciones Jiménez ask about delivery

Look through the introduction, questions and vocabulary glosses with the
students and then give them some minutes to study the letters.
Answers
a Construcciones Jiménez want Haga Verktyg to send the drills as soon as
possible and also to tell them when they will arrive.
b Haga Verktyg apologise by first saying We must apologise for … and then
by closing the letter with With apologies once again. You could draw the
students’ attention to the difference in spelling between the plural noun
apologies and the verb apologise.
c Haga Verktyg do not say why they have not sent the goods. They just say
it is due to unforeseen circumstances.
5.2 Requesting action

Ask the students to look back at the letters to find out exactly how
Construcciones Jiménez asked Haga Verktyg to send the drills as soon as
possible and also to tell them when they would arrive. Then read through the
introduction to this section and get the students to work individually or in pairs
on the two practice exercises. Students need only write one full sentence for
each question in the second exercise.
Answers
1 a Please could you arrange an appointment for ten o’clock.
b We would be grateful if you could send the goods as soon as possible.
c We would appreciate it if you could pay our bill without delay.
d Please could you confirm that your prices are the same.
e We would appreciate it if you could tell us exactly when you will arrive.

Example answers
2 a Please could you let us know if you have received our message of [date].
b We would be grateful if you could send us your passport details
(nationality, date of birth, date of issue and expiry).
c Please could you also send us your flight details (flight number, date
and time of arrival).
d We would be grateful if you could repair the photocopier without delay.
5.3 Apologising
Look through the phrases and notes with the students. Draw their attention to
the use of the -ing form after for. (This is because for is a preposition, and after
a preposition, a verb takes the -ing form, e.g. I am interested in reading. He’s
fed up with working.) You could also ask the students if Mr Hawkins is British
or American (he is American: he starts the letter Dear Finance Manager; he uses
check instead of cheque; and he signs off Sincerely yours).
Example answer
Dear Mr Hawkins
Re: Order 285
We are extremely sorry that you have not received our payment before now.
Unfortunately, we sent the payment to the wrong account two months ago.
I have arranged for a cheque to be sent to you today.
With apologies once again
[name]
Purchasing Section
5.4 An unexpected reply

When the students have read through Construcciones Jiménez’s fax to Haga
Verktyg and their reply, elicit the answers to the questions.
Answers
a The name of the ship they are using and its departure and arrival dates. He
may have asked because he suspects that they have not shipped the drills
at all.
b Because the company is no longer in business.
c Contact Nordic Engineering immediately and find out what is happening
to the order. At the same time, he should try to find another supplier.
5.5 Faxes
Answers
1 a Number of pages to follow
b The time the fax was sent
c Haga Verktyg’s fax number
d The name of manager who signed the fax
e José Muñoz’s job title
f The person to whom José Muñoz is writing
g The page number of the fax
h The name of the organisation José Muñoz is writing to

2 a 1 Ms D. Gentsler
2 [date]
3 EuroCargo, Händelstrasse 26, 6477 Limeshain, Germany
4 49 6047 4894
5 Dear Ms Gentsler
Thank you for your email of [date]. Attached is a list of our agents
in Europe, as requested.
Yours sincerely
[signature]
6 [name] 7 General Office 8 4
b 1 Sales Department
2 [date]
3 RS Computer Supplies, 9 Charles St, Perth, WA
4 9 474 1278
5 Dear Sir or Madam
Pantronic XP567
Please could you send us your price for the above printer, including
all taxes and delivery to our offices.
Thank you.
Yours faithfully
[signature]
c 1 –
2 [date]
3 Toivonen Shipping, Laivanvarustajantatu 26, 00140 Helsinki,
Finland
4 358 0 56 56 34
5 Dear Sir or Madam
We received your fax this morning. Unfortunately, it was not
possible to read it. Please could you send it again.
Yours faithfully
[signature]
d 1 Ms Zainab Badawi
2 [date]
3 ClearPrint Ltd, 117 Chong Yip Street, Kwun Tong, Kowloon, Hong
Kong
4 852 2878 7786
5 Dear Ms Badawi
I am writing in connection with the design of our headed paper.
Following this page, I am faxing three design ideas to you.
I look forward to hearing your comments.
Yours sincerely
[signature]

Consolidation: a complete fax cover letter
5.6 Example answer
Dear Mr Langé
Position as Store Manager
I am writing in connection with your application

for the above post.
Unfortunately, we are unable to find your

completed application form. We have a copy of
your covering letter, but not the application form
or your CV and photograph.
We are holding interviews for the post next week.

We would be grateful, therefore, if you could fax
your application to us as soon as possible. Please
find a copy of the application form following this
letter.
With apologies once again.

Yours sincerely
[name]
EverLite Ltd
Number of pages to follow: 5

what they have learned. Ask them to compare the letter they wrote at the start of
the unit (‘Test yourself’) with the fax they have just written. They could work in
pairs to do this and go through the points listed, checking against the examples
in this section.

5B Activity From quote to sale
section
1 Read through the introductory paragraph and the letter with the students.
Explain that quote and quotation both mean the same thing: the price that
a company says it would charge for some goods or services. C&F (cost and
freight) means that the price quoted also includes the cost of transporting
the goods to the buyer. Other ways of quoting prices are FOB (free on
board): the price includes the cost of the goods and the cost of transporting
the goods to the ship/airport, and CIF (cost, insurance and freight): the price
includes the cost of the goods, transport all the way to the buyer and
insurance.
2 Move straight on to the fax.
Answers
a It’s not clear which one the phrase as soon as possible applies to.
b The message would have been clearer as follows:
Please could you send us a quote for 20,000 metres of 15-amp cable, type
E346, C&F Athens. We would require delivery of the cable as soon as
possible.
3 In this activity, Midtec are in direct competition with Hanston Electrics.

You should tell the students, therefore, that they need to write as quickly as
possible – but that they should still take care to write clear, presentable
letters/emails. Check that the students understand the situation, by asking
some questions, such as:
• What do Tavridis want to buy?
• Why do they need it quickly?
• What are Midtec and Hanston going to do now?
Then divide the students into groups and set them working on their first role
cards. See pages 8–12 for further guidance on running the activity.

Tavridis Ltd: 19–57–45
Midtec Cables Ltd: 7–11–33
Hanston Electrics: 63–26–38
Plot and example emails and faxes

first cards, the emails and faxes they write after that may be slightly different
from the examples. This is because they may have already received an email
or letter from another group.
Unit 5B Study section 75

Activity: FROM QUOTE TO SALE
Basic plot: Tavridis, a company in Greece, want to buy a large quantity of cable. They ask two
companies, Hanston Electrics and Midtec Cables for quotes. They order from Hanston Electrics,
but at the same time Hanston write to say they cannot supply the cable because of a fire in their
suppliers’ factory. Midtec write with news of a price reduction. Hanston find a new supplier but
this comes too late and they lose the order.
STAGE 1 Card 19
Send quotation Send quotation.

(cheaper than Midtec).
Card 63 Card 7
HANSTON
Electrics Write again to ask for a
quote for the cable.
STAGE 2 Card 57
Reject quotation.
Accept quotation and
order cable.
Card 26 Card 11
Write to Write to
HANSTON give bad news: there give good news:
Electrics has been a fire in the the price has been
factory. reduced.
STAGE 3 Card 45
Order from Midtec.

Cancel order.
Card 38 Card 33
HANSTON Good news: they Ask if they would

Electrics can supply the cable now like to order or
(but it is too late). Confirm order.
76 Study section Unit 5B

Note: For this activity, the students can choose to send emails or faxes. For
this, you may like to photocopy the fax templates on page 128, in addition to
the email template, for the students to use in the activity. As the introductory
material in the Student’s Book shows that Tavridis have sent an email to
Midtec and a fax to Hanston, the same forms of communication will be used
in these example messages.
The activity opens with Tavridis writing to both companies, asking them to
reply as soon as possible (card 19).
Card 19
To: Midtec <midtec@pipenet.co.uk>

From: Tavridis Ltd <general@tavridiselectrics.com.gr>
Subject: Quotation:Type E346 Cable
Dear Sir or Madam

With reference to our email of 7 October, please could you send us a quote as
soon as possible for 20,000 metres of 15-amp cable, C&F Athens. We require
delivery immediately.
Thank you.
Yours faithfully
H.M. Amatzidi
Manager
Card 19
FAX MESSAGE
For attention of: Sales Dept
Organisation: Hanston Electrics,
48 Golden Road, Manchester
M11 4NS England
Fax: +44 161 565342
Date: Tel. (+30 1) 456 5699
Fax. (+30 1) 456 5822
MESSAGE: No. of pages: 1
Dear Sir or Madam
With reference to our fax of 10 October, please could you send us a quote as
soon as possible for 20,000 metres of 15-amp cable, type E346, C&F Athens.
We require delivery immediately.
Thank you.
Yours faithfully
Name: H. M. Amatzidi
Title/Department: Manager

Meanwhile, both Midtec Cables Ltd (card 7) and Hanston Electrics (card 63)
are preparing their quotations.
Card 7
15-amp cable
To: Tavridis Ltd <general@tavridiselectrics.com.gr>

From: Midtec <midtec@pipenet.co.uk>
Subject: 15-amp cable
Dear Mr Amatzidi
Thank you for your email of 7 October, asking for a quotation for 20,000
metres of 15-amp cable. We are pleased to give you our prices.
20,000 metres of 15-amp cable at 24p a metre £4,800
less 8% for a large order –£384
£4,416
packing and freight £270
C&F TOTAL £4,686
We are able to deliver the cable ten weeks after we have received your
letter of credit.
Looking forward to receiving your order,
Yours sincerely
[name]
Midtec Cables Ltd
Card 63
FAX MESSAGE HANSTON
For attention of: Sales Dept Electrics
H. M. Amatzidi 48 Golden Road
Tavridis Ltd Manchester
PO Box 34767, Omonia M11 4NS
103–10 Athens, Greece England
Fax: 30 1 456 5822
MESSAGE
Dear Mr Amatzidi Date:
No. of pages to follow: 0
15-amp cable
Thank you for your fax of 10 October, asking for a quotation for
20,000 metres of 15-amp cable. We are pleased to give you our prices.
20,000 metres of 15-amp cable at 22p a metre £4,400
less 10% for a large order –£ 440
£3,960
packing and freight £ 302
C & F TOTAL £4,262
We are able to deliver the cable eight weeks after we have received your letter
of credit.
Looking forward to receiving your order,
Yours sincerely
[ ]
Hanston Electrics

Once they have the information they need, the next card for Tavridis tells
them to choose one of the companies. Since Hanston Electrics are cheaper,
they will send a fax order to them and a rejecting email to Midtec (card 57).
Card 57
FAX MESSAGE
M11 4NS England
Fax: +44 161 565342
Date: Tel. (+30 1) 456 5699
Fax. (+30 1) 456 5822
Dear [ ]
Thank you for your fax of [ ]. We would like to order 20,000
metres of 15-amp cable. Please could you send us details of how to pay.
Thank you.
Yours sincerely
Card 57

Dear [name]
Thank you for your email of [date], giving us a quote for 20,000 metres of
the above cable.
I regret to inform you that we have decided to order the cable from
another company.
Yours sincerely
H.M. Amatzidi
Manager

Meanwhile, however, Midtec receive some good news. The price of the cable
has been reduced. They therefore write to Tavridis to tell them (card 11).
Card 11
15-amp cable

Date: 20 October 2006
Dear Mr Amatzidi
Further to my email of [date] concerning the above cable, I am delighted to tell you
that the price has been reduced. The cable now costs 22p a metre, less any normal
discounts.
This means that the total cost for 20,000 metres C&F to Athens is now £4,318.
Please can you tell us as soon as possible if you now want to order.
Looking forward to hearing from you,
Yours sincerely
[name]
Midtec Cables Ltd
At the same time, Hanston Electrics have to write to Tavridis giving them
some bad news (card 26).
Card 26
FAX MESSAGE HANSTON
H. M. Amatzidi
48 Golden Road
Tavridis Ltd
Manchester
PO Box 34767, Omonia
M11 4NS
MESSAGE Fax: 30 1 456 5822
Dear Mr Amatzidi Date: 20 October 2006
No. of pages to follow: 0
15-amp cable
I am writing with reference to my fax of [ ], concerning your order for
the above cable.
I regret to advise you that a fire has destroyed part of the factory that
supplies us with plastic covering for the 15-amp cable. This means that
there will be a delay of at least six weeks in the delivery of your order.
Please accept our apologies. We hope that this will not cause you any
inconvenience.
Yours sincerely
[ ]
Hanston Electrics

The final card for Tavridis (card 45) tells them to expect news from both
companies. When the bad news from Hanston and the good news from
Midtec arrive, therefore, Tavridis decide to order from Midtec instead.
Card 45

Dear [name]
Thank you for your email of 20 October. We would like to order 20,000
metres of 15-amp cable. Please could you send us details of how to pay.
Thank you.
Yours sincerely
H.M. Amatzidi
Manager
Card 45
FAX MESSAGE
M11 4NS England
Fax: +44 161 565342
Date: Tel. (+30 1) 456 5699
Fax. (+30 1) 456 5822
Dear [ ]
Order for 15-amp cable
Thank you for your fax of 20 October concerning our order for 20,000 metres
of the 15-amp cable.
I was sorry to hear that there is a delay in the delivery. As we need the cable
urgently, I regret to inform you that we must cancel the order.
With apologies,
Yours sincerely

Meanwhile, if Midtec have not heard from Tavridis, they send them an email
(card 33).
Card 33
15-amp cable

Dear Mr Amatzidi
Further to your email of 7 October and our email of [date], please can you confirm
as soon as possible if you now want to order the 15-amp cable.
Yours sincerely
[name]
Midtec Cables Ltd
Once they have received Tavridis’ order, the same card tells them to write and
confirm it.
Card 33

Dear Mr Amatzidi
Thank you for your email of [date].
I am writing to confirm your order for 20,000 metres of 15-amp cable. We would
be grateful if you could open a letter of credit in our favour for £4,318. Please
could you arrange for a bank in England to guarantee the l/c.
Thank you once again. We look forward to doing further business with you.
Yours sincerely
[name]
Midtec Cables Ltd

While Midtec Cables and Tavridis are making an agreement, Hanston
Electrics write with some good news (card 38).
Card 38
FAX MESSAGE HANSTON
H. M. Amatzidi
48 Golden Road
Tavridis Ltd
Manchester
PO Box 34767, Omonia
M11 4NS
Fax: 30 1 456 5822
Date: 22 October 2006
MESSAGE No. of pages to follow: 0
Dear Mr Amatzidi
15-amp cable
Further to my fax of [ ], I am pleased to inform you that we have been
able to find a new supplier for the plastic covering for the 15-amp cable.
Delivery time is therefore back to normal. I am sorry to tell you, however,
that there is a small increase in price. The cable now costs 23p a metre,
less the normal discounts.
Please can you tell us if you now want to order.
Yours sincerely
[ ]
Hanston Electrics
Unfortunately, Hanston Electrics’ fax not only arrives too late, but their new
price is higher than Midtec Cables’. The activity therefore ends with Tavridis
ordering from Midtec.
Feedback

5C The writing Drafting
process
Writing a draft is a very important stage in developing a text. Many students
feel that they should get things right ‘first time’, often because of habits from
school. This can have the effect of blocking their ability to write. Drafting
means that the writer goes through several versions in writing, each time
making further adjustments and corrections. There are many different ways to
write a draft, and this section shows students two basic approaches: accurate
writing, in which the writer gradually builds up the text, step by step, like
building a brick wall, and fluent writing, in which the writer writes a
complete, ‘rough’ text, and then goes back and revises and polishes it. Of
course, a mixture of both these approaches is possible, and some people will
prefer to work more one way than another.
Before asking students to do the two exercises, you will need to explain that
this is an experiment to see which basic approach they prefer. You will also
need to be fairly strict on time, so that the two approaches have an equal test.
When the students have finished, you can start a discussion to see which
approach they preferred. Some possible questions are:
• Which approach worked best for you?
• Did you find one of the approaches didn’t work at all for you?
• Could you adapt each approach to make it more appropriate for you?
• What effect does trying not to make any mistakes have? Does it slow you
down too much?
• Could ‘free writing’ lead to mistakes in your final version?

Unit 6 Maintaining contact
● personal business letters and emails
6A Study ● opening/closing
● inviting, accepting and declining
section
Initial task
See Unit 1A for notes on these initial tasks. Once the students have written
their letter or email, they should put it away. At the end of the section, they will
have an opportunity to look at it again and see how much they have learned.
6.1 Michael Kennedy sends out some brochures

Read through the introduction and the table with the students before getting
them to study the letters and email for a few minutes. As you go through
their answers to the points in the table, get them to tell you exactly why they
have put a tick or a cross.
Answers a b
The message opens with the main subject: ✘ ✔
The message mentions the last time they met: ✔ ✘
The message mentions personal information: ✔ ✘
Letter a is more friendly because of the personal references it contains.
6.2 Making a letter or email more personal

The structure shown in the box is, of course, only one of the many possible
ways of writing personal business letters or emails. It is, however, one that is
often used.
As you look at the structure in the box with the students, refer back to
Michael Kennedy’s email to Mr Al Jalahma in 6.1 as an example. Point out
how his opening contains two sentences. The first sentence mentions the last
contact between them, and the second one says something about what they
said to each other at that time. Ask the students for examples of other things
that you could write for an opening. Give them some example situations:
• You telephoned someone last week. He told you that his children had
been ill.
• Someone visited you at work yesterday, but you were very busy and you
could not talk to him. He wanted to show you some new products from
his company.
• You met someone at a business exhibition last month. He told you that his
business was going to close.

Then, after reminding them of how Michael Kennedy introduces his main
message, ask them what they would write to introduce the main message in
a personal business letter if they wanted to do the following things:
• complain about something
• give some information
• ask for help
• give some bad news.
6.3 Personal business letters and emails: the opening

Read through the explanation with the students and then get them to do the
practice exercises. As they work, go round the class helping them with any
problems.
Example answers
1 a It was a pleasure to meet you on Thursday. I was sorry to hear that you
had been ill.
b It was a pleasure to have dinner with you last week. It was very
interesting to hear about your holiday in Iceland.
c It was a pity that we did not have time to talk last week. I would have
liked to have heard your opinions on our new products.
2 a 1 Thank you for 2 It was interesting
3 I thought you might be interested to hear about
b 1 I am sorry 2 It was a pleasure
3 I was wondering if you could help me.
6.4 Personal business letters and emails: the close

Look back at the close to Michael Kennedy’s email to Mr Al Jalahma in 6.1.
6.5 Practice
Answers
f, b / e, d, g, c / a
6.6 Michael Kennedy receives some invitations

Answers
He can accept the invitation from Khalid Al Jalahma and he should reply to
Mr Al Jalahma. He has to decline the invitation from SpyFi Communications
and needs to reply to Ms Fiona Brown.
6.7 Michael Kennedy replies

Answers
Accepting an invitation: I would be delighted to attend …
Declining an invitation: I would very much like to come …, but unfortunately
… I am sorry that I cannot join you …
Reference to the future: I very much look forward to seeing you again. I will
certainly visit the showroom when I am next in the area.
86 Study section Unit 6B

6.8 Inviting, accepting and declining
The notes here show the typical structure of an email, letter or fax when
talking about invitations. For Exercise 2, the students can follow the example
given in 6.6.
Consolidation: a complete email
Example answer
Conference on Information Technology
To: Anneka van Ek <avanek@compusoft.org>

Subject: Conference on Information Technology
Dear Ms van Ek
It was a pleasure to listen to you at the training course last month. I found
your ideas very interesting and certainly very useful as we plan our
security measures in the bank.
Thank you very much for the invitation to the workshop next week.
Unfortunately, we have a meeting here at the bank on that day, so I will
not be able to attend the workshop. This is a pity, because I would very
much like to come.
However, next month we are organising a conference on Information
Technology here at StorFinans Bank. We would be delighted if you could
speak at the conference, and I know that many people here would find
your ideas valuable. The conference is on Monday 16 June from 9.30 to
4.30. We are only planning the conference now, so we could arrange a time
convenient for you, if you can come.
I look forward to hearing you.
Yours sincerely
[name]
[title]

start of the unit (‘Test yourself’) with the email they have just written. They could

6B Activity Repair or replace?
section
1 Allow the students to study the introductory emails and web page silently
after you have read through the introductory paragraph and questions with
them. (Soft drinks are non-alcoholic drinks, such as fruit juices. Fizzy drinks
is another way of saying sparkling drinks, i.e. drinks to which gas has been
added to create bubbles.) When you go through the answers, make sure that
the students understand the meaning of disposable (i.e. you throw it away
after you have used it) and caps (tops).
Answers
a No. The Alpha Rapid Bottler uses reusable bottles.
b Yes, it can bottle fizzy drinks, but at 50% of the speed of still drinks.
2 Answer
The main difference between the Wesco Bottler and the Alpha Rapid
Bottler is that the Wesco bottler uses disposable bottles.
3 Before dividing the class into groups, make sure that they understand the
basic situation by asking some questions, such as:
• What information is Mr Sánchez waiting for? (Quotes from Alpha and
Wesco)
• What are the quotations for? (A new bottling system and the repair of
the existing machine)
• What needs to be repaired? (The machine that puts the caps on)
• Why? (It occasionally breaks the bottles.)
When you are sure that the students understand the situation, divide them
into groups and start them working on the first cards. See pages 8–12 for
general guidance on running the activities.

Jarritos: 37–50–40
Alpha: 49–5–65
Wesco: 21–71–16

first cards, the emails they write after that may be slightly different from the
examples. This is because they may have already received an email from
another group.

Activity: REPAIR OR REPLACE?
Basic plot: Jarritos, a soft-drinks manufacturer, have problems with their machine. They ask
Wesco Engineers to visit the factory. They also see an advertisement on the web for a bottling
system made by Alpha Food Machines. They send an email to ask for information, but decide to
get their machine repaired, rather than replace it. Then news comes that disposable bottles will
become illegal. They are therefore forced to change their machine. However, can they get a new
machine in time?
STAGE 1 Card 37
Ask when they can repair Ask when they could

the bottling system. install a new system.
Card 21 Card 49
Send quotation Send a quotation

for the repair. for a new system.
STAGE 2 Card 50
Say they have only one Rapid

Write to accept the quotation Bottler in stock and the normal
for the repair. waiting time is 9–12 months.
Card 71 Card 5
Write with
details of their new
maintenance agreement.
STAGE 3
Cancel the repair because their machine Card 40
will be illegal. Then write again to ask
for the repair because the last Rapid
Bottler has been sold. Write to order the Rapid Bottler.
Card 16 Card 65
Write with Write to say that

details of the repair the last Rapid Bottler
schedule. has been sold.

The activity opens with Jarritos sending an email to both Wesco and Alpha,
asking them for information about the repair and the installation of a new
system respectively (card 37).
Card 37
To: Wesco Engineers <support@wesco.co.uk>

From: Jarritos SA <jarritos@iberianet.es>
Subject: Wesco Disposable Bottling System
Dear Mr Smith
Please can you inform us as soon as possible when you can
repair our capping machine. We would be grateful if you
could say approximately how long the work will take.
Yours sincerely
Raul Sánchez
General Manager
Jarritos SA
Card 37
To: Alpha Food Machines <sales@alpha.fr >

Subject: Alpha Rapid Bottler
Dear Ms Molet
Please can you inform us as soon as possible when you can
install a new bottling system. We would be grateful if you
could say approximately how long the work would take.
Yours sincerely
Raul Sánchez
General Manager
Jarritos SA

Meanwhile, Alpha Food Machines (card 49) and Wesco Engineers (card 21)
are both preparing their quotations.
Card 49
To: Jarritos SA <jarritos@iberianet.es>

From: Alpha Food Machines <sales@alpha.fr>
Dear Mr Sánchez
It was a pleasure to have dinner with you while I was in Spain and to see round
your factory.
Our quotation for installing a new Alpha Rapid Bottler is US$70,000. This
price includes a one-year guarantee covering parts and labour. Since the cost of
the system is quite high, payment can be made over two years.
Please give my regards to Cristina Barrios. I look forward to hearing from you.
Yours sincerely
F. Molet
Export Sales Department
Card 21

From: Wesco Engineers <support@wesco.co.uk>
Dear Mr Sánchez
It was a pleasure to have dinner with you while I was in Spain and to see
round your factory.
Our charge for repairing the capping machine on your Wesco bottling
system will be US$2,500. This high cost is due to the fact that we will have
to make many parts.
However, I should like to point out that this equipment is rather old, and
you will probably need to replace the capping machine within the next two
years. Our present price for this machine is US$7,000.
Please give my regards to Cristina Barrios. I look forward to hearing from
you.
Yours sincerely
T. Smith

Once Jarritos have received both quotations, their next card (50) tells them to
decide if they are going to get the capping machine repaired, buy a new
capping machine or buy a complete new bottling system from Alpha. Since
their card tells them that they only have $5,000 for maintenance, they will
probably decide to get the machine repaired. They therefore write to Wesco,
accepting their quote for the repair.
Card 50

Dear Mr Smith
Thank you for your email of [date], concerning our bottling system.
I am pleased to accept your quotation for the repair of our capping
machine and I would be very grateful if you could start work as
soon as possible. Please could you tell me when this will be.
Yours sincerely
Raul Sánchez
General Manager
Jarritos SA
At the same time, Alpha are writing to say that they only have one Alpha
Rapid Bottler in stock (card 5).
Card 5
To: Jarritos SA.<jarritos@iberianet.es>

From: Alpha Food Machines <sales@alpha.f>
Date: 7 June 2006
Dear Mr Sánchez
I am writing in connection with my email of [date], concerning an Alpha Rapid Bottler.
Our stock-control system shows that we have only one Rapid Bottler available at the
moment. Our normal waiting time is 9–12 months, so I am writing now to ask you to let
me know as soon as possible if you want this system.
Yours sincerely
F. Molet

Wesco has a new service to offer, so they write to Jarritos to introduce it
(card 71).
Card 71
To: Jarritos SA <jarritos@iberianet.es

Date: 7 June 2006
Dear Mr Sánchez
I am writing in connection with my email of [date] concerning your bottling
system.
I thought you might be interested to hear about our new Star Maintenance
Agreement. For a fixed price of US$3,500 a year, we are able to offer you an
emergency repair service for your bottling system. This price includes all
charges for parts and labour, and we will start any repairs within one week of
receipt of your letter or email. If you would like further details, please let me
know.
Yours sincerely
T. Smith
The final cards, however, change things dramatically. The government has
passed a new law forbidding the use of disposable bottles, so Jarritos are now
forced to buy an Alpha Rapid Bottler. They therefore send an email to Alpha
ordering a bottler and an email to Wesco cancelling the repair (card 40).
Card 40
To: Alpha Food Machines <sales@alpha.fr>

Dear Ms Molet
Thank you for your recent quotation for the Alpha Rapid
Bottler [and your email of [date]].
We would like to order a Rapid Bottler and would be grateful
if you could tell us how soon you can install it.
Yours sincerely
Raul Sánchez
General Manager
Jarritos SA

Card 40

Dear Mr Smith
[Thank you for your / I am writing in connection with my] email
of [date].
I am afraid that I have to cancel the repair of our machine. This
is due to the fact that the government has just passed a law
forbidding the use of disposable bottles. We have therefore
decided to buy an Alpha Rapid Bottler.
With apologies,
Yours sincerely
Raul Sánchez
General Manager
Jarritos SA
While Jarritos are writing the email cancelling the repair, Alpha are writing an
email with some bad news – the last Rapid Bottler has been sold (card 65).
Card 65

From: Alpha Food Machines <sales@alpha.fr>
Date: 9 June 2006
Dear Mr Sánchez
[Thank you for your / I am writing in connection with my] email of [date].
I am afraid I have some bad news. The last Alpha Rapid Bottler that we had has
now been sold to another customer. We have put your name on the waiting list,
but I would like to remind you that our normal waiting time is 9–12 months.
With apologies,
Yours sincerely
F. Molet
This means that Jarritos will have to get their machine repaired, so if they
have already delivered their email to Wesco, they now send them an email
saying they want the repair to be done (card 40).

Card 40

Date: 9 June 2006
Dear Mr Smith
Please ignore my email dated [date], if you have already
received it.
Can you repair our capping machine as soon as possible? It
appears that an Alpha Rapid Bottler will not be available for
almost a year.
I look forward to hearing from you as soon as possible.
Yours sincerely
Raul Sánchez
General Manager
While this is happening, Wesco is writing with the details of the repair to
Jarritos (card 16).
Card 16
To: Jarritos SA <jarritos@iberianet.es

Dear Mr Sánchez
Thank you for your email of [date].
I am pleased to tell you that we can begin work on the repair of your capping
machine at the end of next week. We expect that the work will take between
one and two weeks. As this is quite an expensive repair, we would be grateful
if you could pay a deposit of US$800 before we begin work. Our repair will be
guaranteed for six months.
Yours sincerely
T. Smith
The activity therefore ends with Jarritos asking Wesco to repair their capping
machine while they are waiting for Alpha to deliver an Alpha Rapid Bottler.
Feedback
6C The writing Checking your
process work (1)
Sections 6C, 7C and 8C encourage the students to check their work. This
section looks at accuracy in writing, while 7C looks at levels of formality, and
8C looks at clarity in a message.
1 Is the English accurate?

This exercise has a dual aim: to collect ideas and also to give the students
further experience in brainstorming. The list on page 123 in the Student’s
Book gives some ideas for comparison.
2 Your frequent mistakes

A mnemonic can be a useful device for quickly checking through frequent
mistakes. Ask the students to look back at the frequent mistakes and to make
a list of general points. You could ask for ideas and write up some headings
on the board, then try to make a ‘word’ with the initial letters.

Unit 7 Customer service
● informal business letters
7A Study ● informal writing style
● replying to complaints
section ● advising customers
Initial task
message, they should put it away. At the end of the section, they will have an
7.1 Michael Kennedy writes to some business friends

Introduce the unit by asking the students to look back at the second letter in
6.1 – from Michael Kennedy to Ms Bugarini. Ask the students if they would
send a letter like that to someone they know very well and had met many times.
Establish the fact that the letter is too formal, too impersonal. Then turn to the
email message in 6.1 – the message from Michael Kennedy to Mr Al Jalahma.
Would they send that message to someone they knew very well? If they have
difficulty answering, ask them to imagine what they would write in their own
language. Establish that, although the message is more personal than the letter
to Ms Bugarini, it is still a formal business message. Ask for ideas about how to
make the letter more friendly. In English, this is done by writing in the style of
informal spoken language.
Next, turn to Unit 7 and, after reading through the introduction and the
questions with the students, let them read through the three messages and do
the two exercises. Explain the meaning of contractions if necessary. When they
have finished, elicit the answers.
Answers
1 a2 b3 c1
2
message 1 message 2 message 3
contractions (e.g. I’m) ✔ ✔ ✔
first names to open and close ✔ ✔ ✔
full name and title of the writer ✘ ✘ ✘
7.2 Informal business letters and emails

After going over the answers in the table in 7.1, you should be able to read
quickly through 7.2 with the students. These notes are not rules, and it would
be possible to find many informal business letters or emails that do not follow
all of the points listed. However, use of these points should make a letter or
email sound more friendly.
7.3 Informal language: short phrases and contractions
Answers
1 1 It’s, couldn’t, I’m, don’t, that’s, he’s, I’m, can’t, I’ll
2 I’m, wouldn’t, don’t 3 there’s, I’ve, I’ve, you’re, you’re
2 Sentences grouped according to meaning and in order of formality:
k, a, h
b, j, f
i, g, c
l and d are equally formal; e is more informal
7.4 Informal language: vocabulary

If you know the students’ own language(s) well enough, you could give them
examples of some formal or technical words and their popular equivalents.
Other examples in English are the many words that have shorter forms, such as
advertisement (advert, ad); telephone (phone); television (telly, TV), and verbs
that are often replaced by phrasal verbs, especially in spoken language, such as
withdraw (take out), deposit (put in), extinguish (put out).
Answers
1 a ask b because c need; more d am sorry; tell e tell; cannot come to
f Here are g had to h for you
Example answers
2 a Here is a cheque for you.
b I’m happy to tell you that you got the job.
c I am sorry to tell you that we can’t deliver the goods on time.
d Please tell me your prices.
e Here is our bill.
7.5 Practice
Example answer
Cornfields Pesticides Co Ltd

39 THE HILL, BURTON, SUSSEX BN5 9TJ Tel 01273 52663
Mr Richard Scott Your ref.

Welsh Garden Suppliers Our ref. GW/pk
Cardiff 22 Jan 2006
CF4 2FT
Dear Richard
Thank you for your order of 16 January for our KILL ’EM fly spray.
I’m sorry to say that we stopped making this fly spray last year because we decided to specialise in agricultural
products. We passed all our stock to Brown’s Online Home Supplies, so please contact them. I am sure that they
can help you. Their address is www.brownonline.co.uk.
Sorry I can’t be of more help.
Best wishes
Sarah Wollen

7.6 Replying to complaints
The plan that is given here for accepting and rejecting complaints is a typical
plan. It is not fixed, however, and there will be other ways of achieving the
same purpose.
Answers
2 The first complaint is informal, the second one is more formal. The second
complaint should probably be rejected (a fall to the ground is not the same
as being thrown off the roof of a car at high speed!).
Example replies
a Dear [name]
I am sorry that you’ve had problems with your TX308 charger. Your
colleagues are correct – some of the chargers have a small problem in them
which can cause them to overheat. This is probably what has happened to
your charger. I’ve arranged to send you a new one immediately.
Unfortunately, I won’t be going on holiday soon. I’ve only just come back!
Hope you have a good time, wherever you’re going.
Best wishes
Jack
b Dear [name]
Thank you for your recent letter about our TX308 mobile phone.
I am sorry to hear that you were disappointed with the telephone.
Unfortunately, we cannot give you a refund because, although the TX308
can survive a fall, this does not cover falling off a car roof at high speed.
If you look in the guarantee, you will see that we refer to a fall of no more
than a metre.
I am sending your telephone back to you now. If you take it to a local
mobile-phone shop, they may be able to give you some credit for the
telephone, if they are able to use some of the parts.
With apologies
Yours sincerely
[name]
[title]
Advising customers
7.7
Example answers
a You could try mixing equal quantities of our Corn Yellow paint with our
Lemon Yellow paint. This should make an equivalent of Sun Yellow.
b Ben! Oh dear! You really have a problem there. Unfortunately, that paint
is permanent paint. It is designed to last many, many years, so you won’t
be able to clean it off. I suggest you replace the wood. That’s the only
solution I can think of.
c Unfortunately, we don’t have any vacancies now. We may have a vacancy
in January, so I suggest you contact us then, if you are still available.

7.8 Consolidation: a complete letter or email
Example answer
Dear Silvio
It was good to meet you last week after such a long time.
Your new bakery sounds fantastic. Next time I’m in your
area, I’ll make sure I visit it.
I was sorry to hear that you’ve had problems with our
ovens. I’ve now asked our technicians here, and they say
that they think the problem is with the number of loaves
you’re putting in the oven at the same time. The
maximum number for the oven you have is 200.
I think there are two solutions. You could put fewer
loaves in the oven, but of course that would make your
work slower. The other solution is to buy a new, larger
oven. The next size takes 400 loaves, which is much
bigger. For this, I have arranged a special 15% discount
for you.
I hope that helps. Give me a call and we can discuss it
further.
Best wishes
[name]

start of the unit (‘Test yourself’) with the message they have just written. They
could work in pairs to do this and go through the points listed, checking against
the examples in this section.

7B Activity A credit check
section
1 Read the introductory paragraph and questions with the students, and then
allow them a few minutes to read Wainman’s letter.
Answers
a Yes, Harold Wainman knows Paula Robinson. We know this because of
the informal style he uses in his letter (contractions, first names, personal
information).
b He wants the paper on credit because they have a very large order and
they will not receive payment until later.
2 The students may notice that the name of the person at Pelican Paper Ltd is
that of one of the directors of Wainman Ltd (shown on Harold Wainman’s
letter). If they do notice, ask them if they think that affects the reliability of
the credit reference. If they don’t notice the names, don’t say anything – this
point becomes clear during the activity.
Answer
Pelican Ltd think that Wainman Ltd are very reliable.
3 Before dividing the class into groups, make sure that the students
understand the situation. Ask some questions, such as:
• What do Wainman Ltd want? (To buy some paper on credit.)
• Why? (Because they do not have enough money to pay now. They will be
paid later.)
• Why did Harold Wainman write an informal letter? (He knows Paula
Robinson, who works at Northern Paperworks.)
• What have Northern Paperworks done? (Asked Pelican Paper Ltd for a
reference.)
• Why did they write to Pelican Paper Ltd and not another company?
(Harold Wainman gave Northern Paperworks the name of the company.)
• What did Pelican Paper’s reference say? (That Wainman Ltd were a good
company.)
• Are Northern Paperworks now going to sell to Wainman Ltd on credit?
(No. They have asked Lumino Inks for another reference.)

Wainman Ltd: 64–53–6
Northern Paperworks: 43–69–24
Lumino Inks: 34–39–9

first cards, the emails they write after that may be slightly different from the
examples. This is because they may have already received an email from
another group.
Activity: A CREDIT CHECK
Basic plot: Wainman Ltd, a printers, are in financial difficulties. They try to buy paper on
credit from Northern Paperworks. Northern Paperworks ask Lumino Inks for a credit reference.
Unfortunately, Lumino Inks give a negative reference because Wainman owe them money.
Wainman eventually go into liquidation, owing money to Lumino Inks.
STAGE 1 Card 64
Write to ask for

immediate payment Write again to ask for
of an overdue invoice. a sale on credit.
Card 34 Card 43
LUMINO
INKS LTD Write to ask for a credit
reference for Wainman Ltd.
STAGE 2 Card 53
Write to pay the

overdue invoice and Write to explain that they have
apologise. asked for a credit reference.
Card 39 Card 69
Write a negative credit
reference for Wainman Ltd.
LUMINO
INKS LTD
STAGE 3 Card 6
Write to say they cannot pay, and

Write to say they have gone
say their lawyers will contact
into liquidation.
Lumino Inks.
Card 9 Card 24
LUMINO Write to demand Write to say they

INKS LTD immediate payment
and threaten legal
cannot give credit.
action.

The activity begins with Wainman Ltd writing another informal email to
Paula Robinson at Northern Paperworks, asking for a prompt answer
(card 64).
Card 64
To: Northern Paperworks <nworks@gigabyte.com>

From: Wainman Ltd <wainman@networld.co.uk>
Subject: Paper order
Dear Paula
I hope by now you’ve got my faxed letter.
We are very low on stocks, so I’d be very grateful if you could let me know
as soon as possible if you can sell us the paper that we need.
Looking forward to hearing from you,
Best wishes
Harold Wainman
However, as Wainman Ltd discover later, Paula Robinson has in fact left
Northern Paperworks. Her place has been taken by Robert White, who writes
an informal email to a friend at Lumino Inks, to ask for a credit reference
(card 43).
Card 43
To: Claire Brown <Claire@luminoinks.co.uk>

From: Northern Paperworks <nworks@gigabyte.com>
Subject: Wainman Ltd
Dear Claire
I was wondering if you could help me.
Mr Wainman from Wainman (Printers) Ltd has asked us to sell them
some paper on credit. Do you know anything about them? If you do,
could you let me know as soon as possible, so that we can give them an
answer?
Hoping you are keeping well,
Best wishes
Robert White

At the same time, Claire Brown at Lumino is writing a formal email to
Wainman Ltd to demand payment for some goods delivered six months ago
(card 34).
Card 34
To: Wainman Ltd <wainman@networld.co.uk>

From: Claire Brown <Claire@luminoinks.co.uk>
Subject: Invoice 2323-A
Dear Mr Wainman
I am writing in connection with the above invoice for 100 litres of ink.
As it is now six months since we delivered the ink, we would be grateful if you
could let us have your payment without delay. I should like to remind you that
this is the third time that you have broken our terms of sale.
Yours sincerely
Claire Brown
Wainman’s second card tells them that they can now pay Lumino and they
write a formal email, apologising for the late payment (card 53).
Card 53

Dear Ms Brown
[Thank you for your email of [date] concerning / I am writing with
reference to] the above invoice for 100 litres of ink.
I am sending a cheque for the full amount by post now. I must apologise
for not paying before now. This was due to the fact that we had to wait
for payment from our own customers.
With apologies once again,
Yours sincerely
Harold Wainman

While Northern Paperworks are waiting to hear from Lumino Inks, they
write a formal email to Wainman Ltd, explaining why there is a delay in
answering their request for credit and telling them that Paula Robinson has
left the company (card 69).
Card 69

Dear Mr Wainman
Thank you for your email of [date], addressed to Ms Robinson.
Unfortunately, Ms Robinson left our company one month ago.
Before we allow credit to our customers, we normally ask for two
credit references.We have written to another company and we will
contact you again soon.
Yours sincerely
Robert White
Not surprisingly, Lumino Inks write a negative credit reference on Wainman

Ltd and advise Northern Paperworks not to allow Wainman Ltd to buy on
credit (card 39). Their email is informal, since Claire Brown and Robert
White are friends.
Card 39

Subject: Wainman Ltd
Dear Robert
Thank you for your email about Wainman Ltd.
We’ve had a lot of problems with them. They are very slow at paying our bills,
and at the moment they owe us a lot of money. They have broken our terms of
sale three times. I have heard that they are in serious financial difficulties. In
my opinion, it is not a good idea to sell them any paper on credit.
I hope this helps you.
Best wishes
Claire

Wainman’s final card (6) has some very bad news. The bank refused to pay
the cheque that they sent Lumino Inks, and their lawyers have told them to
go into liquidation. They write to tell both Lumino Inks and Northern
Paperworks. (Wainman can no longer write in an informal style to Northern
Paperworks since Paula Robinson has left the company.)
Card 6

Dear Ms Brown
Thank you for your email of [date], concerning the above invoice.
You may know that we have had financial difficulties recently. I regret to
inform you, therefore, that we are unable to settle our account with you and
we have been forced to go into liquidation.
Our lawyers, Smith and Sons, will contact you shortly.
With apologies,
Yours sincerely
Harold Wainman
Card 6

Dear Mr White
You may know that we have had financial difficulties recently.
I regret to inform you, therefore, that we have been forced to go
into liquidation.
Our lawyers, Smith and Sons, will contact all companies involved
shortly.
Yours sincerely
Harold Wainman

At the same time, Northern Paperworks will have noticed the fact that one of
Wainman Ltd’s directors wrote the reference from Pelican Paper Ltd. They
therefore, on Lumino’s advice, reject Wainman’s request for credit (card 24).
Card 24

Dear Mr Wainman
I am writing in connection with your recent request for credit.
I am sorry to tell you that we are unable to allow you credit.
However, we will be very happy to supply you with the paper you
need if you can pay in cash with your order.
Yours sincerely
Robert White
Lumino Inks’ last card tells them that the bank has refused to pay Wainman’s
cheque. They therefore write to demand immediate cash payment and threaten
legal action, not yet knowing that Wainman Ltd have gone into liquidation
(card 9).
Card 9

Dear Mr Wainman
The bank has just telephoned me to tell me that they are unable to pay
your cheque. We really must insist therefore that you pay us in cash
immediately.
Unless we receive payment within seven days, we will be forced to take
legal action.
Yours sincerely
Claire Brown
The activity thus ends with Wainman Ltd in liquidation, Northern Paperworks
saved from possible losses, and Lumino Inks being owed money.
Feedback
process work (2)
1 Levels of formality in writing
Read through the diagram with the students. You could give examples and ask
them what style they would use to:
• someone they have spoken to on the phone many times, but not met
• someone who used to work in the same office as them, but whom they
didn’t know very well
• someone who worked with them in the same office
• someone they went to school with.
2 What makes a message more or less formal?

Example answers
a personal,
a formal style semi-formal style an informal style
Use formal, written language Use contractions Use contractions
Use job titles Use first names Use exclamation marks
Use long sentences Use job titles Use first names
Use Mr/Mrs/Ms + surname Use Mr/Mrs/Ms + surname Use shorter sentences
Mention the last time you met Use shorter sentences Use spoken English forms
Mention personal information/ Mention personal information/
feelings feelings
Mention the last time you met Mention the last time you met
Mention something personal to Mention something personal to
the addressee the addressee
Many writers often add jokes or humour into their emails and letters to make
them less formal. In general, however, it is best to advise students not to do
this, as humour varies a lot from culture to culture, and it may be completely
misunderstood by the person reading the message.
3 Some examples
Answers
a informal b semi-formal c formal
(for the reasons given in the table above)

Unit 8 Product promotion
● arranging and confirming meetings
8A Study ● placing orders
● circulars
section ● revision and consolidation
Since this unit does not involve the presentation and practice of any new
language, it is best to let the students work through it at their own pace,
either individually or in pairs or small groups. Your role throughout this unit
will therefore be one of moving round the class, helping students, explaining
any difficulties and correcting the work that they have completed. (See page
13 about correcting written work.) Some sections include questions, similar to
those used throughout the book, in addition to tasks for letter writing.
Students should make brief notes of their answers to these questions.
8.1 Introducing new products

Answers
1 Order of paragraphs: d, b, f, a, c, e
2 A shop that had one copy of each of the new books and disks would have
nine separate items (Worldwide Encyclopaedia: long edition (3 books),
short edition (1 book), 1 DVD; Business Letters: hardback edition (1 book
+ 1 CD-ROM), paperback edition (1 book + 1 CD-ROM)).
8.2 Arranging a meeting

Answers
1 Margaret Russell cannot meet Nigel Westwood on the day and at the time
he suggested, as she has a meeting with Cambridge University Press
followed by lunch.
2 Example reply:
Meeting times
To: Nigel Westwood <books@universal.net>

From: Margaret Russell <m.russell@ashworthbooks.biz>
Subject: Meeting times
Date: 25 July 2006
Dear Mr Westwood
Thank you for your letter of 23 July, concerning your forthcoming visit to our area.
Unfortunately, I am unable to meet you on the day you suggested. However, I am
able to meet you on 21 August at any time between 10.00 a.m. and 5.00 p.m., except
at lunch time.
Yours sincerely
Margaret Russell

8.3 Confirming the details of a meeting
Answers
1 Possible beginning: It was a pleasure to meet you last Monday when I was
in Bristol. I think we had a very useful discussion.
Possible ending: I look forward to your reply. If you require any further
information, please do not hesitate to contact me.
2 Margaret Russell has to send a deposit of half the cost of the books with
her order.
3 Universal Books Ltd will help Ashworth Bookshops to sell their books by
paying part of the cost of the circular sales letters and by giving them a list
of names and addresses.
8.4 Placing an order

Example answer
Mr Nigel Westwood Your ref: NW/lea

Universal Books Ltd Our ref: MR/ts
PO Box 379
Jersey
Channel Islands 27 August 2006 234 Hogden Rd
Bristol BS7 9XS
Dear Mr Westwood
Thank you for your email of 23 August.
I am pleased to place our order and I enclose a cheque for £2,304. We would like to receive:
20 sets of the three-volume Worldwide Encyclopaedia
50 shorter Worldwide Encyclopaedia
50 DVD edition
20 Complete Collection of Business Letters (hardback)
50 Complete Collection of Business Letters (paperback)
We look forward to receiving the books and to doing further business with you.
Yours sincerely
M Russell
Margaret Russell
Manager
8.5 Writing a circular

Answers
1 a No, the circular sales letter is not in a formal style.
b She wrote the letter in an informal style so that it would sound more
friendly and encourage people to buy the books.
c She did not use her notes about ‘large clear print’ or the details of the
DVD (search time or intelligent scanning).

2 Example answer
ANNOUNCING AN IMPORTANT NEW BOOK AND CD-ROM FOR THE OFFICE

THE COMPLETE COLLECTION OF BUSINESS LETTERS
Dear Business Person
Do you spend hours trying to write a short business letter? Now all your troubles are over! THE
COMPLETE COLLECTION OF BUSINESS LETTERS has all the letters you’ll ever need to write.
It’s easy! Just look in the index of 3,000 ready-to-use letters, find the letter you want on the CD-ROM,
make some small changes, click and print! What took you hours before, now takes minutes.
THE COMPLETE COLLECTION OF BUSINESS LETTERS is a must for every office. There are two
editions available: hardback (£38) and paperback (£22) – both include the fantastic CD-ROM, which has
every letter – ready to use.
Both editions are AVAILABLE NOW at Ashworth Bookshops Ltd. I guarantee that
if you’re not completely satisfied within 28 days, I will give you a full refund.
SPECIAL
LOW
Yours PRICE!
M. Russell
Ashworth Bookshops
8.6 An invitation
Ms Russell cannot attend the launch as she will be on holiday.
Example answer
Dear Mr Engl
234 Hogden Rd
Thank you for your kind invitation to the launch of the Bristol BS7 9XS
Worldwide Encyclopaedia on 6 September.
Unfortunately, I will not be able to join you at the event, as
I will be on holiday then. This is a pity, because I would have
liked to have come to such an important event. I am sure it will be
a great evening and a successful launch for an excellent new
series of books.
With apologies,
Yours sincerely,
M Russell
Margaret Russell
8.7 Some bad news

Answers
1 afraid 2 sorry 3 been forced 4 due to 5 inconvenience 6 apologies
7 sincerely
8.8 Complaining
Example answer
Your ref: NW/lea 234 Hogden Rd

Our ref: MR/ts Bristol BS7 9XS
Mr Nigel Westwood 2 September 2006
Universal Books Ltd
PO Box 379
Jersey
Channel Islands
Dear Mr Westwood
I am writing in connection with your email of this morning.
When you visited me on 21 August, you guaranteed delivery within one week of my order. You
confirmed this in your email of 23 August. I should like to remind you that I have already paid
50% of the total cost. I really must insist, therefore, that you deliver the books immediately.
Unless we receive the books within the next week, we will be forced to take legal action.
M Russell
Margaret Russell
Manager
8.9 A reply and an apology

Answer
Margaret Russell’s deposit has probably disappeared with Nigel Westwood.

8B Activity A trade fair
section
This activity is the most demanding in the book, since the cards only provide
the bare instructions for what to write. The students are thus required to
contribute a lot of their own ideas about how to phrase the messages so that
they are clear to the reader.
1 Ask the students what a company can do to try to increase sales (e.g. reduce
the price, give free gifts, advertise more).
Answers
a He thinks 8% is enough because Massari has a good name.
b Mr Singh wants Massari to pay for the advertising because they do not get
much money from selling Massari tractors (i.e. their sales are low).
c Mr Singh asks the question by saying: Would Massari be prepared to lower
its prices …?
i Would you be prepared to give a greater discount?
ii Would you be prepared to increase the length of the guarantee?
iii Would you be prepared to give a free gift with every tractor?
Then ask a few further questions, such as:
• Why did Mr Singh take a long time to write to Mr Fellini? (He has
been ill.)
• Why do Japanese tractors sell better than Massari’s? (Their prices are
lower.)
• Why is advertising important? (Many people do not know about the new
Massari tractors.)
2 Read through the questions and email with the students.
Answers
a It is necessary to book early because India Trade Fairs normally receive too
many bookings.
b They can help overseas companies by arranging visas.
Ask the students how they think the trade fair could help Massari and
Agricultural Supplies Ltd.
3 As usual, run through the situation before the students start working on
their first cards. Agricultural Supplies Ltd want Massari to lower their prices
and pay for advertising. They are now waiting for a reply. Meanwhile, both
Massari and Agricultural Supplies Ltd have received a circular letter about a
trade fair.

Massari Tractors: 47–14–35
Agricultural Supplies Ltd: 4–28–13
India Trade Fairs Ltd: 60–52–55

Activity: A TRADE FAIR
Basic plot: Massari Tractors have had discussions with their agents in India, Agricultural
Supplies Ltd, about the low sales of their tractors. Massari say that they cannot reduce their
prices, although they are willing to share the costs of increasing publicity for their tractors in
India. The two companies agree to share the expenses of the forthcoming Agricultural
Equipment Fair, which is organised by India Trade Fairs Ltd, and Agricultural Supplies Ltd
make all the necessary bookings.
STAGE 1 Card 47
Write to say they cannot reduce

Write to say there are still their prices but they will share costs
some spaces left at the fair. for the trade fair.
Card 60 Card 4
U R AL SU PP
LT
LI
U
ES
AG RIC
LT D
Write to make a provisional
booking at the fair.
STAGE 2 Card 14
Write to ask India Trade Fairs
to get in touch with Agricultural Write to ask if Massari will pay half
Supplies and to arrange a visa for the cost for the trade fair.
their representative.
Card 52 Card 28
U R AL SU PP
LT
LI
U
ES
AG RIC
Write to confirm that they have LT D
reserved space at the fair.
STAGE 3 Card 35
Write to say that they agree to

Write to confirm the booking
pay half of the costs.
and the arrangements for
collecting the visa.
Card 55 Card 13
U R AL SU PP
LT
LI
U
ES
AG RIC
LT D
Write to say how they

114 Study section Unit 8A will make payment and
to confirm the booking.

Massari Tractors’ first card tells them to write to Agricultural Supplies, telling
them they cannot reduce their prices (card 47).
Card 47
To: Sujit Singh <ssingh@agriculturalsupplies.com.in>

From: Paolo Fellini <p.fellini@massari.it>
Subject: Massari sales in India
Dear Mr Singh
Thank you for your email of [date]. I was sorry to hear that you had been ill.
I hope you have now recovered.
You asked if it was possible for us to reduce our prices. I am sorry to tell you
that we cannot do this. This is due to the fact that we already give a 26%
discount.
With regard to your second question, as you know, our sales agreement with
you says that you will organise and pay for all advertising in the New Delhi
area. However, we would be prepared to pay part of the cost of a stand at the
forthcoming New Delhi Agricultural Equipment Fair if you think it would be
worthwhile.
Yours sincerely
Paolo Fellini
Massari Tractors
Meanwhile, Sujit Singh at Agricultural Supplies makes a provisional booking

for the fair (card 4).
Card 4
To: <Bookings@indiatradefairs.net>
From: Sujit Singh <ssingh@agriculturalsupplies.com.in>
Subject: 3rd New Delhi Agricultural Equipment Fair
Dear Sir or Madam

Thank you for your recent email concerning the forthcoming New Delhi Agricultural
Equipment Fair.
I would be grateful if you could reserve 30 square metres for us at the fair.
A representative from our supplier, Massari Tractors, will probably come to the
fair, and we would appreciate it if you could arrange a visa for her. Details are:
Full name: Corina Rosanna Lombardo
Nationality: Italian
Passport number: 34768C
We look forward to your confirmation.
Yours faithfully
Sujit Singh
Agricultural Supplies Ltd

India Trade Fairs, however, are still waiting for a booking so they send a
follow-up email to Massari Tractors (card 60).
Card 60
To: Paolo Fellini <p.fellini@massari.it>

From: <Bookings@indiatradefairs.net>
Dear Sir or Madam

I am writing in connection with my recent email, concerning the forthcoming
New Delhi Agricultural Equipment Fair.
This show attracts manufacturers and buyers from all over the world. Last
year alone, over half a million people attended.
There is still some space left for your company to take part. We have now
received bookings from over 150 companies, and we are sure that your
company will find it worthwhile to have a stand at the fair. Prices are US$250
per square metre, with a minimum of 15 square metres.
We look forward to receiving your booking.
Yours faithfully
[name]
India Trade Fairs Ltd
Massari’s second card (card 14), however, tells them to write to India Trade
Fairs Ltd to say that Agricultural Supplies are responsible for all advertising
and promotion.
Card 14
Dear [name]
Thank you for your recent email[s], concerning the forthcoming Agricultural
Equipment Fair.
Agricultural Supplies Ltd (4328/5 Ansari Road, New Delhi 110 002) are
responsible for all our advertising and promotion in the New Delhi area.
Please could you get in touch with them. However, we will send a
representative and we would be grateful if you could arrange a visa for her.
Details are:
Full name: Corina Rosanna Lombardo
Nationality: Italian
Passport number: 34768C
We would also appreciate it if you could tell us exactly where the fair will be.
Thank you. I look forward to your reply.
Yours sincerely
Paolo Fellini
Massari Tractors

At the same time, Agricultural Supplies, having made a provisional booking,
write to Massari to ask if they will pay half the cost (card 28).
Card 28

Dear Mr Fellini
We have recently booked some space at the forthcoming New Delhi Agricultural
Equipment Fair. Since we need a large area for a tractor, we have reserved 30 square
metres.This costs US$7,500.
I am sure that the fair will be a good opportunity for us to sell more Massari Tractors.
Would Massari be prepared to pay half the cost?
Looking forward to your reply,
Yours sincerely
Sujit Singh
If India Trade Fairs Ltd have still not received a booking, they send a follow-
up email to Agricultural Supplies, similar to the one they sent Massari
Tractors. Once they have a booking, however, they write a confirmation
(card 52).
Card 52

Dear Mr Singh
Thank you for your email dated [date].
I am pleased to confirm that we have reserved 30 square metres for you at the
We would be grateful if you could pay by 3 March, direct to our account at
National Bank, Mahatma Gandhi Road Branch, New Delhi, a/c no. 456767
Looking forward to seeing you at the fair,
Yours sincerely
[name]

The final card to Massari Tractors tells them to send an email to Agricultural
Supplies Ltd, saying that they agree to pay half the cost (card 35).
Card 35

Dear Mr Singh
I am pleased to advise you that we are prepared to pay 50% of the cost of
the space at the above fair.
In addition, we will send Corina Lombardo to represent Massari Tractors. Ms
Lombardo will arrive on 2 April. She will stay at the Hilton Hotel and will
contact you when she arrives.
Yours sincerely
Paolo Fellini
Massari Tractors
If Agricultural Supplies have not yet received an answer to their email to

Massari Tractors, they send them another email (card 13).
Card 13

Dear Mr Fellini
With reference to the above fair and our email of [date], we would be grateful if
you could reply as soon as possible, as the final date for bookings and payments is
very near.
Yours sincerely
Sujit Singh

Once Massari agree to pay 50%, the same card tells Agricultural Supplies to
write a confirmation to India Trade Fairs.
Card 13
Dear [name]
I am writing to confirm that we will need 30 square metres at the forthcoming
We will make payment direct to your account at National Bank, a/c no. 456767,
as you request.
Corina Rosanna Lombardo, representative for Massari Tractors, will arrive on 2 April.
We will contact you again then.
Yours sincerely
Sujit Singh
India Trade Fairs’ final card completes the booking arrangements. They write to
Massari Tractors to tell them about the visa and the location of the fair
(card 55).
Card 55

Dear Mr Fellini
I am writing to confirm that we have reserved 30 square metres for your agent,
Agricultural Supplies Ltd, at the forthcoming New Delhi Agricultural
Equipment Fair.
We have also arranged a visa for Ms Lombardo. This will be waiting for her at
the airport when she arrives.
The fair will be located about 10 km from the airport on Independence Road,
opposite the Hotel Royal and next to the All India Market.
We look forward to seeing your company at the fair.
Yours sincerely
[name]
Feedback
See pages 10–11 for general guidance on conducting the feedback stage.
process work (3)
1 A clear message
After brainstorming their ideas, the students can look at the list in the Student’s
Book (page 123). You could also ask the students to brainstorm a list of points
that makes a message clear. Some ideas are:
• points separated into paragraphs
• numbered points
• familiar vocabulary
• clear sequence of information
• use of headings.
2 Are they clear?

Answers
The letters have the following problems:
a It is not clear who Ms Wilson can meet at 11 a.m. – Diana Dell or Susan
Lander. It is not clear who cannot have lunch with Ms Wilson.
b The writer does not say what the order is for, or what reference number it
has. It also contains irrelevant information.
c The sequence of information is not clear, and does not follow the order
that the reader will need to follow it. The message gives information at the
end which should come much earlier.
Example improved letters
a
Dear Ms Wilson
Thank you for your telephone call.
I have arranged for you to have a meeting with Susan Lander and a separate meeting with Diana Dell on
15 November. You can meet Susan Lander at 11 a.m. and Diana Dell at 12 p.m. Unfortunately, neither
Susan Lander nor Diana Dell can go to lunch with you, as they have to attend a sales conference.
With best wishes
b c
Dear Ms Brown Dear Mr Smith
Order no: 12345 Thank you for your email. Here are directions for getting to
our office.
Please can you cancel this order for
When you arrive at the airport, turn right when you come out
3,000 Seal-it envelopes.
from Passport Control. The airport buses leave from the side
With thanks of the airport. Take a bus to the train station. When you arrive
Yours sincerely at the train station, please telephone us.
From the station, walk down the road in front of you and turn
left. Walk to the end of the road and there is a supermarket.
Turn right there, and our building is in front of you. I will wait
for you at the main door.
Looking forward to meeting you,

Index of student role cards for the
activities
The role cards for each company are listed in the order in which they will
be used.
Unit 1 Slembrouck BVBA 61 44 36

The Court Hotel 2 18 58
ABC (Drinks Machines) Ltd 30 51 10
Unit 2 Nagakura 62 22 72
Leefung Plastics (International) Ltd 27 32 1
Leefung Plastics (Singapore) Ltd 3 56 41
Unit 3 Sun Express 54 20 15

Golden Holidays 31 68 42
Western Travel 8 48 25
Unit 4 Perfecta Ltd 23 17 12

Aqua Warm BV 46 66 59
Bauer AG 29 67 70
Unit 5 Tavridis 19 57 45
Midtec Cables Ltd 7 11 33
Hanston Electrics 63 26 38
Unit 6 Jarritos SA 37 50 40
Alpha Food Machines 49 5 65
Wesco Engineers 21 71 16
Unit 7 Wainman Ltd 64 53 6

Northern Paperworks 43 69 24
Lumino Inks Ltd 34 39 9
Unit 8 Massari Tractors 47 14 35

Agricultural Supplies Ltd 4 28 13
India Trade Fairs Ltd 60 52 55
Headings and templates for use in the activities

On pages 125–128, you will find email screens, fax headings and letterheads
which you may like to photocopy onto blank sheets of paper for students to
use in the activities. (It is not necessary to write to Cambridge University
Press for permission to make these photocopies.)
124
To:
From:
Subject:
Date:
To:
From:
Subject:
Attached:
PHOTOCOPIABLE Email screens 125

FA X M E S S A G E
Tel.
Fax.
To:
Title/Dept: From:
Company: Title/Dept:
Pages (including this cover page): Date:
FAX MESSAGE
From: ________________________________ Date: _____________________________

To: __________________________________ Fax No.: ___________________________
No. of Pages: _______________________
Your ref: _____________________________

Our ref: ______________________________
FAX MESSAGE
_____________________________________________
_____________________________________________
_____________________________________________
From: To:
Fax no: Date:
Subject: Pages:
126 Fax cover pages PHOTOCOPIABLE

Tel: (+44 1905) 590120 Fax: (+44 1905) 760489
Beulingstraat 23
Amsterdam
The Netherlands
Tel: (+31 20) 2113078
Fax: (+31 20) 2114367
Altenberg
5253 Effingen
Switzerland
Tel: (+41 64) 201533
Fax: (+41 64) 201366
PHOTOCOPIABLE Letterheads (Section 4B) 127

FAX MESSAGE
For attention of:
Organisation:
Fax:
Date: Tel. (+30 1) 456 5699
Fax. (+30 1) 456 5822
No. of pages:
FAX MESSAGE
Cotton Road Exeter
EX4 9DT England
Tel: (+44 1392) 929628
From: Fax: (+44 1392) 929610
To: Date:
No. of pages:
Your ref:
Our ref:
HANSTON
FAX MESSAGE
Electrics
For attention of:
48 Golden Road
Manchester
M11 4NS
England
Tel: (+44 161) 679561
MESSAGE Fax: (+44 161) 565342
Fax:
Date:
No. of pages to follow:
128 Fax cover pages (Section 5B) PHOTOCOPIABLE

Test on Units 5–8
You may photocopy the test on page 123 for use with your classes. The test
contains three tasks, with timing approximately as follows:
Task 1: 25 minutes Task 2: 25 minutes Task 3: 25 minutes
If you have only 50 minutes or so available, the students can do Task 1, then
Task 2 or Task 3. If you have more time available, the students can do all
three tasks. For further ideas on how to use the tests, see page 12.
A suggested marking scheme is as follows:
Task 1 Task 2 Task 3
Clarity of message 10 marks 10 marks 10 marks
Accuracy of English 10 marks 10 marks 10 marks
Total 20 marks 20 marks 20 marks
Example answers
Task 1 Apologising, requesting action and faxes
FAX MESSAGE page 1 of 1 Longlife Fruits Ltd

To: Sun Foods Ltd 234 Palmerston Road
Sun House Christchurch
274 Nanking West Road Sec 12 New Zealand
Taipei, Taiwan Tel +64 3 768 7856
Fax: + 886 22 67512 Fax +64 3 876 5489
info@longlife.co.nz
www.longlife.co.nz
Date: 16 June 2006
Dear Ms Su Wen Hin
Re: Order no. 234888/TW
Thank you for your fax concerning your order for tangerine slices and peaches.
We are extremely sorry about the problems you have had with the order. I have asked our
agents in Taipei to collect the tins of tomatoes and the damaged tins of peaches from you as
soon as possible. We would be grateful if you could telephone them to arrange a time for
them to collect the tins. Their number is: Transshippers, Taipei 22 648114.
I have sent you a new order of 4,000 tins of tangerine slices and 2,500 tins of peaches today.
Please accept our apologies once again.
Yours sincerely
[signature]
[name]
Sales Department

Task 2 Personal business correspondence
To: Sheena Lang <s.lang@widenet.org>

Subject: Order for transistors
Dear Ms Lang
It was good to meet you at the trade fair last week – finally!
I am afraid we have a small problem. Normally, all our orders
from you have been fine. This morning, however, we received
a box of transistors and, unfortunately, all of them are
unusable – they are either broken or incomplete. As we need
the transistors urgently, could you send the order to us again?
I will send the box we have received back to you today.
Many thanks and best wishes
[name]
Task 3 Informal business correspondence
To: Fiona Lee <f.lee@delux.com>

Subject: Congratulations!
Dear Fiona
Congratulations on your new job! I saw the news in the paper last
week. I hope things go well for you at Delux Illuminations, although
I am sure they will all miss you at Town Lighting. I hope we can
continue doing business together in your new role at Delux.
Next month, on 24 June, we are holding a big party to celebrate
25 years of New Festivals Ltd. It will be a spectacular outdoor event,
as we are inviting all our major customers, suppliers and agents, as
well as our staff, of course. I would be delighted if you and Kris can
come. Are you free then? I do hope you can come.
Please let me know.
Hoping you are well. Please give my regards to Kris.
Best wishes
[name]
New Festivals Ltd
122 Test on Units 5–8

Test on Units 5–8
1 Apologising, requesting action and faxes
You work for Longlife Fruits Ltd, an exporter of tinned fruits. You have just
received this fax. Decide what you want Sun Foods to do and write a fax in reply.
FAX MESSAGE page 1 of 1 Sun Foods Ltd

Sales Dept Sun House
Longlife Fruits Ltd 274 Nanking West Road Sec 12
234 Palmerston Road Taipei
Christchurch Taiwan
New Zealand Tel. +886 22 565412
Fax + +886 22 67512
Dear Sir or Madam 16 June 2006
Re: Order no. 234888/TW
We have just received this order this morning. Unfortunately, there are a number of problems with the
tins that have arrived:
• We ordered 4,000 tins of tangerine slices, but 4,000 tins of tomatoes have arrived.
• We ordered 2,500 tins of peaches. Approximately half of the tins are damaged and we cannot use them.
Please could you advise us what we should do with the goods. We would be grateful if you could send the
order we requested as soon as possible.
Yours faithfully
[signature]
Su Wen Hin
Purchase Office
2 Personal business correspondence

Last week, you met Ms Sheena Lang at a trade fair. She works for Silicon
Electronics, who supply your company with electronic components. You have
spoken to her many times on the telephone, but this was the first time that you
met her. She gave you her new email address (s.lang@widenet.org). You have
bought many things from her company without problems, but this morning
you received a box of transistors. All of them are unusable – they are broken or
incomplete. You need the transistors urgently. Write an email to Sheena Lang.
Invent any details you need.
3 Informal business correspondence

You work for New Festivals Ltd, a company which specialises in organising
large public events, concerts, parties, etc. In your work, you have had contact
with Ms Fiona Lee for many years, when she was a Sales Representative for
Town Lighting Ltd. You have just read in the newspaper that she has a new job
as Sales Manager for Delux Illuminations. As you know Ms Lee and her
husband, Kris, quite well, you would like to continue to do business with her
personally. Next month, your company is organising a large, outdoor party for
all your staff, agents, customers and suppliers to celebrate 25 years in business.
Write an email inviting Fiona Lee to the party (f.lee@delux.com).
PHOTOCOPIABLE Test on Units 5–8 123

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Company to Company

A task-based approach to business

© Cambridge University Press 2005

This publication is in copyright. Subject to statutory exception

First published 2005

Printed in the United Kingdom at the University Press, Cambridge

ISBN 978-0-521-60976-0 Teacher’s Book

Cambridge University Press has no responsibility for the persistence or

Note on the Fourth Edition

We welcome your comments on using Company to Company. Please write to Andrew

UNIT 2 2A Study section: attachments, parts of a message, beginning and ending,

Test on Units 1–4 67

UNIT 6 6A Study section: personal business letters and emails, opening/closing,

UNIT 8 8A Study section: arranging and confirming meetings, placing orders,

Test on Units 5–8 121

Index of student role cards for the activities 124

Who is the course for?

How is the course organised?

What is the purpose of the different sections?

How long does the course take?

Is it possible to make the course shorter?

The Study sections (Section A)

The Activity sections (Section B)

The introductory material

How the activity works

The feedback stage

Example of a feedback stage

Using the Activity section with large classes

1 Students read the introductory material.

The writing process sections (Section C)

Correcting written work

General notes on business correspondence

Memo-writing and internal emails

To the new or inexperienced teacher

1.1 Intercity Bank ask for catalogues

1.2 Email: the basics

16 Study section Unit 1A

1.3 Dear … / Yours …

1.4 Subject headings

File Edit Format Object Customize Window ?

To: Ms Margareta Lindell <margareta.lindell@stor.net>

Unit 1A Study section 17

1.7 Message style

To: Next Travel <info@nexttravel.com>

18 Study section Unit 1A

Unit 1A Study section 19

File Edit Format Object Customize Window ?

Dear Sir or Madam

What have you learned?

20 Study section Unit 1A

The sequence of cards is as follows:

Plot and example messages

Unit 1B Activity section 21

Complain that only half

Cancel the order

22 Activity section Unit 1B

To: ABC (Drinks Machines) Ltd <abc@abcdrinks.com>

Dear Sir or Madam

To: Slembrouck BVBA <info@slembrouck.be>

Dear Sir or Madam

Unit 1B Activity section 23

To: Slembrouck BVBA <info@slembrouck.be>

To: Court Hotel <manager@courthotel.co.uk>