4 BUSINESS CORRESPONDENCE

INTRODUCTION
I Discuss these questions.

1. Why is it important for business people to develop business correspondence skills?

2. Can you think of concrete situations where business correspondence may affect
business activities?
3. Do you think e-mails will completely replace business letters one day?
4. Why is it important to use standardised business formats, clear style and accurate
language in business correspondence?

FORMAL BUSINESS LETTERS – GENERAL GUIDELINES

I Study the key features of formal business letters.

LAYOUT
o BLOCK STYLE (see page 95)

COHESION AND ORGANIZATION

o Avoid paragraphs and sentences that are too long (too much information at once).
o Avoid incomplete information.
o Avoid information that is in the wrong order.
o A paragraph can have just one or more sentences in it and it should have one central
topic.

CONTENT
Most letters have three parts:
o AN OPENING, which says why you are writing,
o THE MAIN MESSAGE, which gives the details, and
o THE CLOSING, which usually refers to future contact.
Each part is usually a separate paragraph, but the main message can be more than one
paragraph if you are writing about more than one subject.

REGISTER AND STYLE

o Avoid contractions (I'm…).
o Avoid short and direct phrases.
o Don't use language that you might use when you are speaking English.
o Avoid colloquial expressions.

ACCURACY (grammar, spelling and punctuation)

57
II Study the following steps in letter writing.

1 Read carefully the letter you have received.

2 Make a plan for the letter.
3 Note down important/useful phrases.
4 Write a draft.
5 Check spelling, grammar, style and layout.
6 Make changes and corrections.
7 Produce a final version.
8 Read the letter again.
9 Send the letter.

REMEMBER!

Business correspondence should be:

• Complete – contain all necessary information

• Concise – brief
• Clear – easy to understand
• Correct – accurate both in content and language

58
 ELECTRONIC MAIL - GENERAL GUIDELINES

I Study the general features of electronic mail.

1. OPENING AND CLOSING

Your emails should always open (Dear…) and close properly (Yours…). This is a sign of
politeness and educated style, but it also tells the reader that the message is for them, and
not just a copy (cc or bcc), and that the message has finished.

2. SUBJECT HEADING
Many people do not open all the messages they receive because a lot of them are junk mail
so they delete them straight away. That is why it is very important to write a short subject
heading which makes it clear what the message is about and which encourages the reader
to open the message. This can also help to ensure that the message goes to the right
person.

3. UPPER/LOWER CASE
Avoid capitals in emails because they are considered the same as shouting. Similarly, don’t
write all in lower case.

4. COPYING THE ORIGINAL MESSAGE

In some replies to emails, parts of the original message are copied back to the addressee.
These parts are then marked with >. Sometimes, however, copying parts of the original
message into a reply can make an email look untidy, leaving a poor impression.

5. REPLY
Most commonly a reply to an email does not contain the original message, unless it is
important to do so. The person you are replying to will normally have a copy of their own
original message.

6. ATTACHMENT
Your email should always mention what you are attaching, because sometimes the receiver
is unable to open, download and convert the file attached.

7. PARAGRAPHS
Divide your message into meaningful paragraphs. It is more natural and certainly less tiring
to read several short paragraphs than one long one. Use a line space between your
paragraphs.

8. STYLE
Using the right style of writing can be a problem for inexperienced writers. The wrong style
might leave the wrong impression despite the writer’s intention. For that reason, remember
that email language should be natural and not very formal. However, informal language
should be used with caution, and is generally recommended only if you know the person
well. Avoid text-message abbreviations, slang and ‘emoticons’ (symbols which people often
use in Internet chat). It is always a good idea to check your email for language and style
before you send it. A badly spelled, poorly written e-mail can give a very negative
impression.
Adapted from A. Littlejohn: Company to Company, Fourth Edition, 2006, Cambridge University Press

59
 LAYOUT

I Compare the layouts of a BUSINESS LETTER and an E-MAIL. What is the

difference? Which elements are the same?

Outlook Express
Beewiz Co.
13 King Street To: tripfinder@finder.com
Manchester M35
England From: john.gooding@beewiz.com

Cc: dbrowns@beewiz.com
TRIPFINDER Co.
4 Hawk Road Subject: Trip to Split
Manchester M35
Dear Sir or Madam
England
We are writing in connection with the above
Our ref: JG/st/4
trip.
5 June 2010
We would like to inform you that the number of
people interested in the trip has changed.
There are now 22 persons on the list.
Dear Sir or Madam
We hope that this has not caused you any
Trip to Split inconvenience.

We are writing in connection with the above Yours faithfully

trip.
John Gooding
We would like to inform you that the number of HR Manager
people interested in the trip has changed. Beewiz Co.
There are now 22 persons on the list. 13 King Street
Manchester M35
We hope that this has not caused you any
England
inconvenience.
www.beewiz.uk
Yours faithfully

John Gooding
John Gooding
HR Manager

60
 LAYOUT: BLOCK STYLE

I Study the layout of business letters, the “BLOCK STYLE”. How is information
organised? How are paragraphs separated? Where do they begin?

Beewiz Co. SENDER'S

13 King Street ADDRESS
Manchester M35
England
RECIPIENT'S TRIPFINDER Co.
SENDER'S AND
ADDRESS 4 Hawk Road
RECIPIENT'S
Manchester M35
REFERENCES
England Our ref: JG/st/4

5 June 2010 DATE

OPENING Dear Sir or Madam

SUBJECT Trip to Split

HEADING BUSINESS LETTER LAYOUT

BEGINNING We are writing in connection with the above trip.

We would like to inform you that the number of

MAIN BODY
people interested in the trip has changed. There
MESSAGE
are now 22 persons on the list.

ENDING We hope that this has not caused you any

inconvenience.
CLOSING
Yours faithfully
PHRASE

John Gooding
SIGNATURE
(WRITTEN AND John Gooding
TYPED) HR Manager

TITLE

61
II Copy the mixed-up sentences in the empty form below to write a correct
email. Divide the message into paragraphs leaving space lines. Add any other
necessary information, e.g. e-mail addresses etc.

Dear Mr Zorić

I look forward to hearing from you.

I hope to be in Zagreb on 18 and 19 October. Would it be convenient to visit you on 18

October at 10 a.m.?

Visit to Zagreb

I am now planning a trip to Europe and I would be very pleased if we could meet to discuss
the new technology you would like to introduce.

Marc Sullivan
Sales Manager
Export Division
www.buptech.co

Yours sincerely

To:

From:

Subject:

62
 TYPES OF LETTERS

o Letter of application or cover letter

o Letter of enquiry/inquiry
o Letter of complaint
o Letter of apology

Other types include orders, order acknowledgments etc.

LETTER OF APPLICATION
PURPOSE
The purpose of a letter of application is to apply for the position that has been advertised.
This letter should highlight the specific qualifications, accomplishments, and abilities or work
experience that have special relevance for the position you are applying for. The job
advertisement will always tell you how to apply.

I Read the following job advertisement and a candidate’s letter of application.

Asian Productivity Organization (APO)

PROGRAM OFFICER

The Asian Productivity Organization (APO), a regional intergovernmental

organization with its Secretariat in Tokyo, is seeking a dynamic,
competent Program Officer with substantial work experience in the
industry and service sectors. The main responsibilities are to plan,
manage and implement projects to enhance the productivity and
competitiveness of corporations and organizations through the
applications of productivity tools and techniques and to undertake
postproject evaluation, reports, and other necessary follow-up.

Interested candidates must be a graduate from a reputable college or

university, preferably with a Master’s degree in economics, business
administration, or engineering. They should have at least eight years of
working experience in management, corporate planning, economic
analysis, or technological development, with at least three years of staff
management experience. Candidates must have sound knowledge of
productivity improvement tools, techniques and methodologies and
socioeconomic development issues in Asia and the Pacific. Proficiency in
both spoken and written English is essential.

Candidates must be from APO member countries and in excellent health.

Salary will be commensurate with qualifications and experience.
Appointment will be on a fixed-term basis for two years and renewable
on the condition of satisfactory performance and upon mutual consent.

Interested candidates should send a resume with photograph, reason for

application, and job history by 16 September 2008 to:

The Secretary-General, Asian Productivity Organization

1-2-10 Hirakawa-cho, Chiyoda-ku, Tokyo 102-0093, JAPAN
e-Mail: job-2008A@apo-tokyo.org

Source: The Economist, September 2008

63
 Off the Arabian Gulf St.
Opp. Al Maqsab Gate
Safat P.O. Box 193
The Secretary-General
Asian Productivity Organization
1-2-10 Hirakawa-cho, Chiyoda-ku
Tokyo 102-0093
Japan

OPENING
3 September 2008
• say why you are writing
• refer to the job ad
Dear Sir or Madam • name the position for
Job application which you are applying

I saw your advertisement in The Economist of 25

August 2008 for the position of Program Officer.

I believe my professional training and career objectives MAIN MESSAGE

meet your requirements. I hold a Bachelor of Science
• explain why you are
degree in Economics from Bocconi University, and the
interested in the
Master of Business Administration degree from Harvard
position
School of Business. As you can see from my enclosed
• give relevant personal
CV I have considerable work experience in project
information
management and economic analysis. This has helped
(education, work
me develop an excellent understanding of
experience, interests,
socioeconomic development issues in Asia where I
etc.)
have spent most of my working life. I also believe that
• explain why you are
my expertise in productivity improvement tools might be
suitable for the job
of great interest to you.

I appreciate your time in reviewing my enclosed CV and

I would welcome the opportunity to meet and discuss
my qualifications and experience with you. I am
available for an interview at your convenience. CLOSING

Yours faithfully • conclude the letter by

saying that you are
John Saunders available for an
interview
John Saunders

Encl: CV

64
 CURRICULUM VITAE/RESUME

PURPOSE
A CV/resumé is a summary of a person’s business or professional qualifications,
educational background, and work experience for a particular position. Its purpose is to give
an overview of the applicant’s capabilities, qualifications, and credentials for a given job.

In a chronological CV, which is the most common and the most readily accepted format,
information about education and professional experience is arranged in reverse order
beginning with your present or most recent position. There are many ways how to write a CV.

CURRICULUM VITAE
PERSONAL DETAILS

Name: John Saunders

Phone: +965 241 5400 99 /244 7755
Address: Off the Arabian Gulf St., Opp. Al Maqsab Gate
Safat P.O. Box 193
E-mail: john.saunders@hotmail.com

EDUCATION

1996-1998 Harvard Business School

Master’s degree in Business Administration (MBA)
1992 – 1995 Bocconi University, Italy
Bachelor’s degree in Economics (BSc)

WORK EXPERIENCE

2004 – present Project Supervision Manager, Development Agency, Kuwait

Responsible for project evaluation and economic analysis
2000 – 2003 HR Manager, Business Innovation Center Singapore
Responsible for establishing recruitment procedures
1999-2000 Training Officer, IBM, Tokyo
Collecting information on training needs and organizing workshops

SKILLS
Computer skills: MS Office 2008
Languages: English (C1), Italian (B2), Arabic (B1)
Additional: Driving license (personal car)

HOBBIES AND INTERESTS

Violin playing, reading (fiction), sports (footing, cycling)

REFERENCES

Mr Hashil Samar Professor Lina Tontodoni

Director of the Development Agency Kuwait Bocconi University
E-mail: hashil.samar@devag.net E-mail: ltontodoni@unibocconi.it
Phone:+965 241 5300-31 Phone:+456 241 5300-21

65
I Name the headings and categories commonly used in CVs in which you list:
a details about your working life ____________________
b schools and colleges attended ____________________
c practical abilities ____________________
d family name ____________________
f what you do in your free time ____________________
g basic facts about yourself ____________________
h people who can give information about your qualities and
character____________________
i when you were born _____________________
j proof that you have successfully completed a course _____________________
k where you live _____________________

II Find a job ad for the position you would be interested in. Then write a letter of
application and your CV.
LETTER OF ENQUIRY/INQUIRY
PURPOSE
The purpose of this letter is to get information products, services, prices, or any other
business issues. Here is an e-mail in which the writer is enquiring about a product.

From: Marko Ivic

Subject: Inquiry about washing machines

Dear Mr Demer
• mention how
I am writing to enquire about the washing machines which I found you got the
contact
on your website.
• give reason for
writing
We are interested in your B2X washing machines. We are a Croatian
company exporting to the EU, and we need good quality products. • say what you
require
Please send us information about your product range and prices.
• ask for action
We look forward to receiving your reply.

Yours sincerely • end the e-mail

by referring to
Marko Ivic future contact

Marko Ivic
Purchasing Manager
Velicro d.d.
Splitska 12
10000 Zagreb
Hrvatska
www.velicro.hr

66
I Read the reply and underline the phrases that typically appear in replies to
inquiries.

To: Marko Ivic

From: Mahmud Demer
Subject: Re: Inquiry about washing machines
Dear Mr Ivić

Thank you for your email of 25 May enquiring about our washing machines.

We are happy to inform you that we can supply the items you inquired about
directly from stock. We can offer a discount of 10% on orders over €10, 000. We
dispatch the goods within 24 hours of a firm order.

We are attaching our current catalogue and price list. You will see that B2X line of
washing machines is on special offer.

If you need any further information, please do not hesitate to contact me.

Yours sincerely

Mahmud Demer
Sales Manager

II Write a letter of enquiry. Use block style.

Write a letter of inquiry to Ms Linda Bertich at Oxford University Press inquiring about an e-
learning package for Business English. Ask if they offer any discounts for university students.

67
 LETTER OF COMPLAINT

PURPOSE
Letters of complaint are sent when customers or business partners are not satisfied with the
quality of service or product they have purchased or agreed on. Complaints can be mild or
strong, depending on the situation. Here are two letters of complaint. Underline
words/expressions that indicate a mild or
a strong complaint.

Dear Mr Ivić
• say why you
I am writing to complain about the washing machine I bought from are writing
your website.

Unfortunately, the product you delivered is well below the standard I

expected. When I called your company your staff was not willing to
• explain the
help me. The problem is that the machine does not take enough water
reasons for
and the laundry comes out stained.
complaining
I would appreciate it if you could replace the faulty machine as soon
as possible.
• ask for
Yours sincerely immediate
action
Marija Horvat

Dear Mr Ivić
• say why you
It is now two weeks since I complained about the washing machine are writing
and I still have not received any reply.

I would like to point out once again that the washing machine
repeatedly leaves the laundry stained. • point out what is
wrong
I hope it is not necessary to remind you that such a reputable company
• give further
should have much more efficient after sales service.
reasons in
support of your
Unless I hear from you within seven days, I will be forced to take legal
complaint
action against your company.

Yours sincerely
• give a
Marija Horvat warning

I Write a letter of complaint. Use block style.

You work for Horvat &Horvat d.o.o. (Petrinjska 18, Zagreb). You have just phoned your bank.
They have informed you that Promet d.o.o. has not yet paid their debt. Write to Promet d.o.o.
(Sisacka 54, Karlovac), and tell them what you have learnt. Make a point (you agreed that
payment was to be made by 15 October, and now it is 10 November). Demand payment
within a week. Make a strong complaint.

68
 LETTER OF APOLOGY

PURPOSE

Letters of apology represent a reply to a complaint. The sender apologises for the problem
explaining what caused it. The sender also promises action repeating his/her apologies.

Dear Ms Horvat • acknowledge

receipt of the
I am writing in connection with your recent complaint. letter

I am sorry for the inconvenience we have caused you. I have spoken to the
• apologise for
staff involved and I assure you that your problem will be resolved the mistake
immediately. • give a brief
explanation
To compensate for the inconvenience, we would like to offer you another
washing machine to replace the faulty one. We will inform you next week
about the exact time of the delivery. • suggest a
solution
I very much hope you will continue to use our products in the future.

Please accept our apologies once again. • apologise

once again
Yours sincerely
Marko Ivić
Marko Ivić
Sales Manager

I Write a letter of apology. Use block style.

Write to NaPa Import-Export d.d. (Baruna Trenka 45, Osijek) and tell them that you cannot
deliver their order on time due to an accident in the plant. You expect your operations to be
back to normal by the end of this month. They will receive the goods within two weeks.

69
 REVISION 1
Identify the parts of the business letter and fill in the empty boxes.

Beewiz Co.
13 King Street
Manchester M35
England
TRIPFINDER Co.
4 Hawk Road
Manchester M35
England Our ref: JG/st/4

5 June 2010

Dear Sir or Madam

Trip to Split
BUSINESS LETTER LAYOUT

We are writing in connection with the above trip.

We would like to inform you that the number of

people interested in the trip has changed. There
are now 22 persons on the list.

We hope that this has not caused you any

inconvenience.

Yours faithfully

John Gooding
John Gooding
HR Manager

70
 BUSINESS LETTERS: USEFUL PHRASES

I Study the phrases below and do the exercise which follows.

OPENING AND Dear Sir or Madam - Yours faithfully

CLOSING
Dear Mr Brown/Dear Ms White - Yours sincerely
Dear Michael - Best wishes /Best regards
BEGINNING We are writing to inform…/confirm…/request…/enquire about…/
A LETTER
complain about…/apologise for…
I recently read/heard about…and would like to know…
We are interested in…and would like to know…
We are writing in connection with….
REFERRING TO Thank you for your letter of 15 May asking if…/enquiring about…
PREVIOUS CONTACT
Many thanks for your message, dated 6 June.
Thank you for your enquiry
Thank you for your email.
Thank you for your email, dated 15 May.
We have received your letter of 15 May enclosing…/
concerning…/regarding…
With reference to our telephone conversation yesterday….
Further to our meeting last week…
With regard to…
REQUESTING ACTION/ Could you please send me…as soon as possible/immediately/
REQUESTING without delay.
INFORMATION We would be grateful if you could let us know (about/if)…
I am interested in obtaining/receiving…
We would appreciate it if you could give us some further details
about…
We would like to know (about/if)…
Please can you tell me…
Please could you send me (details of)…
GIVING GOOD NEWS
We are pleased to inform/tell/advise you that…
I am glad/happy/delighted/pleased to announce…
You will be pleased to learn/hear…
We are able to…
GIVING BAD NEWS We regret to inform you that…
We are sorry to tell you that…
Unfortunately we are not able to…/unable to…
We have been forced to…
MAKING
I am writing to complain about…
A MILD COMPLAINT
I am writing to express my dissatisfaction with…
Unfortunately, we have not yet received…
Please could you…/We would be grateful if you could…/We would
appreciate it if you could…

71
MAKING
The things that annoyed me most.../What made me particularly
A STRONG
COMPLAINT dissatisfied/angry...
I should like to point out that…/I should like to draw your attention to
the fact that…
I hope it is not necessary to remind you that…
We must insist, therefore, that you take immediate action.
If you are unable to do this, we will be forced to cancel your contract
with us.
Unless we hear from you within a week, we will be forced to take
legal action.
APOLOGISING We are sorry for the delay in replying…
I would like to apologise for the delay/inconvenience…
We must apologise for…
We are extremely sorry for…
We hope this has not caused you any inconvenience.
Please accept our apologies once again.
With apologies once again.
GIVING REASONS This is due to…/owing to…
This is because of…/as a result of…
ATTACHMENTS AND I attach some information which I hope you find useful.
ENCLOSURES
I have pleasure in attaching…
I am attaching our catalogue to this message.
I am attaching details of…
If you have any problems opening this file, please let me know.
I attach our price list and look forward to hearing from you.
Please find attached our report.
I am enclosing my CV. /I enclose my CV.
Please find my CV enclosed.
PROBLEMS WITH
I am afraid you forgot to attach the report. Could you send your
ATTACHMENTS
message again, please?
Unfortunately, the attachment won’t open on my computer.
Could you send it again in a different format?
Sorry! I forgot to send the attachment.
ENDING A LETTER We look forward to receiving your reply.
Looking forward to hearing from you.
We look forward to doing business with you in the future.
Please contact me if you need any further information.
Please do not hesitate to contact me if you have any further
questions.
Please let me know if you need any further information.
I hope that this information will help you.

72
II Use the phrases from the previous section to write the most appropriate
sentences in the following situations.

1. You saw an advertisement about a trip to Vienna on the Internet and you want further
information. How would you start this email to a travel agency?

_________________________________________________________________________

2. You want to know if the language centre in London offers scholarships for university
students. How would you request information in this situation?

_________________________________________________________________________

3. You want to know the prices of the television sets from the catalogue you have seen on
the Internet. How would you request information in this situation?

_________________________________________________________________________

4. A company wrote to you on 15 May. They wanted to know about the warranty period for
your computers. How would you start your reply in this situation?

_________________________________________________________________________

5. You have received an email with an important attachment missing. How would you
request action in this situation?

_________________________________________________________________________

6. You are going to an important conference in Paris next week. You have just realized that
your passport has expired. You want to have it extended urgently. How would you request
action in this situation?

_________________________________________________________________________

7. Use different phrases to refer to the following situations:

a) a meeting you had with Mr Carter last week

_________________________________________________________________________________

b) an invoice No. 546 for a washing machine

_________________________________________________________________________

c) the results of your final exam

_________________________________________________________________________
8. Use different phrases to give good news concerning the following situations:

a) a candidate’s application for a post as project manager

_________________________________________________________________________

b) a discount of 10% if the goods are purchased in cash

_________________________________________________________________________

73
c) a bank loan granted for apartment adaptation

__________________________________________________________________________

9. Use different phrases to give bad news concerning the following situations:
a) a candidate’s application for a post as project manager
_________________________________________________________________________
b) a discount of 10% if the goods are purchased in cash
_________________________________________________________________________
c) a bank loan requested for apartment adaptation
_________________________________________________________________________
10. Use different phrases to give reasons for the following situations:
a) delayed flights – strike by flight attendants
_________________________________________________________________________
b) no Christmas bonus – decreased profits
_________________________________________________________________________
c) increase salaries – reduced income tax
_________________________________________________________________________
11. You were dissatisfied with the quality of hotel accommodation. How would you make a
mild complaint?

_________________________________________________________________________

12. The laptop you have bought recently has broken down the second time in the past six
months. You want a new laptop or your money refunded. How would you make a strong
complaint?

_________________________________________________________________________

13. You were supposed to send a reply to an email you had received a week ago. How would
you apologise in this situation? Give your reasons as well.

_________________________________________________________________________

14. A lot of customers have already complained about the unprofessional behaviour of the
shop assistants in one of your shops in the centre of Munich. How would you apologise in
this situation? Offer some compensation as well.

_________________________________________________________________________

15. How would you end a letter in which you have given some information?

________________________________________________________________________

16. How would you end a letter in which you have tried to deal with a client’s complaint?

_________________________________________________________________________

74
 REVISION 2

I Fill in the missing words.

• The name and the address of the addressee (the person you are writing to) are at the top
on the ____________.
• The date is on the ____________.
• The paragraphs are at the ____________. Between each paragraph there is a
____________.
• Under the ____________, there is the name and title of the writer.

II Circle True or False.

• You can use a comma in the address or after 'Dear...' or after 'Yours faithfully/sincerely'
TRUE/FALSE
• You have to write th, rd, nd or st after the day.
TRUE/FALSE

III How do you OPEN these letters? Fill in the missing words.
Dear ______________ to a company
Dear ______________ to a man if you do not know his name
Dear ______________ to a woman if you do not know her name
Dear ______________ to a married or unmarried woman
Dear ______________ to man
Dear ______________ to a married woman
Dear ______________ to an unmarried woman
Dear ______________ to a friend or someone you know well

IV How do you CLOSE these letters? Fill in the missing words.

Dear Sir or Madam – Yours ____________
Dear Mr/Ms/Mrs/Miss Smith – Yours ____________
Dear John – Best ____________

V Fill in the missing words.

• Subject ____________ draws attention to what the letter is about, so when we put a
heading we then use the word above e.g. if the heading is Invoice No...., we say: I am
writing about the____________ invoice...
• The body of most letters has three parts: AN OPENING, which says
______________________, THE MAIN MESSAGE, which gives the
______________________, and THE CLOSING, which usually refers to
______________________ contact. Each part is usually a separate
______________________, but the main message can be more than one paragraph if you
are writing about more than one ________________________.

75
VI Here are some ways to BEGIN A LETTER. Circle the correct answer.
• We are writing to enquire for / about …
• We are writing in / with connection to / with …
• We are interested about / in ... and we would like to / Ø know...

VII Here are some ways in which you can write A REPLY TO A LETTER. Fill in
the missing words.

• ____________ you for your letter of (date) … ____________ if …

• We have ___________ your letter of (date) … ____________ about…
enclosing …
concerning …
regarding …

VIII Here are some ways to END A LETTER. Fill in the missing words.
• I look ____________ to receiving your reply/order/products/etc.
• Looking forward to ____________ from you.

IX If you GAVE SOME INFORMATION in the letter, you can END THE LETTER
by using the following phrases. Fill in the missing words in the phrases.

• I ____________ that this information will help you.

• Please ____________ me if you need any further information.
• Please do not ____________ to contact me if you have any ____________ questions.
• Please ____________ me know if you need any further information.

X Put the following steps in writing a letter in the right order:

Produce a final version. ☐

Make changes and corrections. ☐
Write a draft. ☐
Send a letter. ☐
Read carefully the letter you have received. ☐
Check spelling, grammar, style and layout. ☐
Make a plan for the letter. ☐
Read the letter again. ☐
Note down important/useful phrases. ☐

76
XI There are some mistakes in this letter. Can you find the mistakes and
correct them? Pay attention to accuracy (grammar, spelling and punctuation)
as well as the layout. Then, write out the letter correctly, in 'block style'.

168 Willow Street Ms Hilary Hendricks,

London W1J 9LE 463 Park Avenue

Tel 020-7459 9835 New York, NY 10022

Fax 020-7459 7836 USA.

Your ref Book order 3456

Our ref TF/mg

Email: willow.bookshop@wbk.com

www.willow.bookshop.co.uk

Dear Sir,

I’m writting to complain about the above order witch I placed with yours bookshop.
It was now over six weeks since I ordered the books and I still don’t receive them. I want to
remind you that I have alredy paid these books that I need for my thesis and couldn’t find in
New York bookstores. I must insist therefore that you deliver them imediatelly or give me
back my money.
Unless I don’t hear from you within the next few days, I will be forced to take legal
action.

2010, june 21st

Best wishes,

Hilary Hendricks

Hilary Hendricks

XII Finally, write a reply to this letter apologising for this situation, giving
reasons for the misplaced order and offering some kind of compensation.

Source consulted: Littlejohn, A. Company to Company, Third Edition, 2000, Fourth Edition, 2006, Cambridge
University Press

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