How To Write Business Letters in English

© Philip Stokes 2009

http://philipstokesel.blogspot.com

HOW TO WRITE

BUSINESS LETTERS IN ENGLISH

PHILIP STOKES 1

© Philip Stokes 2009

http://philipstokesel.blogspot.com

1.1 Read letters A and B and answer the questions: A

Dear Sir or Madam I am writing in connection with the Brainiak X-plus computer I bought from your shop last week. Unfortunately, when I got the computer home there was no mouse or keyboard in the box. I telephoned your store immediately and was told to make a complaint in writing and to enclose a copy of my receipt. I look forward to hearing from you as soon as possible. Yours faithfully Jack Smith

1.1a Match the underlined expressions from A to the following meanings and functions: i. ………………………..…………………………… means ‘to send with’ ii………………………………….………………… means ‘concerning’ or ‘about’ iii…………………………………………………… is used to show that you want a reply iv……………………………………………............. is used to close the letter v…..……………………………….………………… is used when you do not know the recipient’s name

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© Philip Stokes 2009

http://philipstokesel.blogspot.com

B Dear Mr Smith Thank you for your letter of 14 February concerning the computer you bought from our shop. Please accept my apologies for the missing components. I would like to assure you that we make every effort to ensure this sort of thing does not occur. I am sending you a replacement mouse and keyboard this morning. I also enclose with this letter a 10% discount coupon which can be redeemed against your next purchase at our store. Please accept my apologies once again. Yours sincerely Ms Amanda Howard

1.1b Match the underlined expressions from B to the following meanings and functions: vi……………………………………………... means ‘about’ or ‘in connection with’ vii……………………………………………... means ‘exchanged’ or ‘cashed in’ viii……………………………………………... is used when you know the recipient’s name ix ……………………………………………... is used to convince somebody of your sincerity x…………………………………………….. is used to close a letter when you know the recipient’s name

Assure / Ensure To assure means to promise that... “I can assure you that it is true!” To ensure means to make certain... “We ensure all our staff are well trained by sending them on a 6-week training course.”

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© Philip Stokes 2009

http://philipstokesel.blogspot.com

1.2 Opening a Letter: When writing to a company use

– Dear Sir or Madam

When writing to a man use e.g. Dear Mr Brown

– Dear Mr (+surname)

When writing to a married woman use e.g. Dear Mrs Lee

– Dear Mrs (+surname)

For an unmarried woman use e.g. Dear Miss Croft

– Dear Miss (+surname)

If you are not sure whether a woman is married or not use e.g. Dear Ms Taylor

– Dear Ms (+surname)

In informal letters, where you know the recipient quite well, you may open with their first name: e.g. Dear John ! Never open a letter with Mr, Mrs or Ms and a person’s first name e.g. Dear Mr John 1.2a Closing a Letter: When you open with Dear Sir or Madam

close with

Yours faithfully

close with

Your sincerely

close with

Regards

When you open with Dear Mr/Mrs/Ms When you open with Dear (first name)

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© Philip Stokes 2009

http://philipstokesel.blogspot.com

1.2b Complete the gaps with a correct opening or closing:

Opening

Closing

Dear Mrs Steele

…………………………………….

Dear ……………………………….

Regards

Dear Sir or Madam

……………………………………

……….…Mr Greene

…………………………………….

Dear Ms Woodes

……………………………………

1.3 Beginning the message: I am writing in connection with… when this is the first letter between you and the recipient Further to my telephone call on [+date] Further to my previous letter of/dated [+date] Further to my email of [+date] when you have already contacted the recipient about the matter Thank you for your letter of [+date] concerning… With reference to your letter of [+ date] when you are replying to a message from the recipient 1.3a Ending the message: I look forward to hearing from you when you want or expect a reply If I can be of any further help, please do not hesitate to contact me. when you do not want or expect a reply, but are willing to help if necessary

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© Philip Stokes 2009

http://philipstokesel.blogspot.com

1.3b Complete the gaps with an expression from above (make up dates where necessary): i. Dear Mr Brown ……………………………………………………………..….this morning in which you asked us to send you a replacement battery, I would be grateful if you could send us further details about the make and model of your mobile phone. ………………………………………………………………………. Yours ………………………. Alan Bell ii. Dear ……………………………… ………………………………………………………………… the poor flight I experienced from Singapore to Hong Kong. The flight was very uncomfortable and the food was awful. I expect a full refund on my ticket. …………………..…………………………………………………………………… Yours faithfully John Moho

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© Philip Stokes 2009

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iii. Dear Mr Moho …………………………………………………………………………………… your experience flying from Singapore to Hong Kong. As your travel agent we are not in a position to offer compensation. However, we suggest you contact the airline directly. ………………………………………………………………………………………… ……………………………………………………………………….…………..…… Yours sincerely Melissa Turvy (Ms)

Refund / Compensation A refund is the return of money paid for goods or services that were not up to standard. A refund can be part or full – either some or all of the money you paid. Compensation is money, services or goods given to you by a company when you have suffered from using their products or services. Compensation can be less than, equivalent to or more than the price you paid, depending on how much you suffered.

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© Philip Stokes 2009

http://philipstokesel.blogspot.com

1.4 On Christmas Eve, you bought a brand new Sulfa Diamond Swiss Watch, costing £999 from a branch of All About Watches in Bright City’s Stella Plaza. Now you find that the watch does not keep accurate time – it loses almost ten minutes a day. Complete the letter below complaining to All About Watches. Before you start, review the language and structures you have learned in 1.1 to 1.3, and think about what you want the shop to do. What would be reasonable in a situation like this?

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All About Watches Unit 12 Stella Plaza Bright City BC1 4QR 2 January ______

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23 The Glades Bright City BC3 9RS Tel: 05-319-7564

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Dear _________________

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___________________________________________________________________ ___________________________________________________. Unfortunately, ______________________________________________________ _________________________________________________________________ _________________________________________________________________ I must insist, therefore, that _________________________________________. __________________________________________________________. ___________________

Jay Fox

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© Philip Stokes 2009

http://philipstokesel.blogspot.com

1.4a Letter Formatting Look again at the letter 1.4. Which items below can be matched with a number? Recipient’s address

____ Recipient’s name

_____

Sender’s address

____ Sender’s name

_____

Recipient’s telephone number

____ Sender’s signature

_____

Sender’s telephone number

____ Date the letter was written _____

Notice that: •

the recipient’s address goes on the left side of the letter, and is a little lower down the page than the sender’s address, which goes on the right side and closer to the top.

•

we do not include the recipient’s telephone number in the recipient’s address. This is because the telephone number is not necessary in order to deliver the letter to the correct place

•

we do not include the sender’s name above the sender’s address. Instead, it should appear at the bottom, printed clearly, after the sender’s signature.

•

the sender’s signature MUST include a surname.

IMPORTANT - the recipient’s address can often be used by your computer’s software to produce envelopes or labels. Therefore, the recipient’s address in your letter should appear exactly as you want it to appear on the envelope or package. You should include all the information you have that will help to deliver the letter efficiently. If you know the name of the person that you are writing to, their job title, position and/or company name, all this information should be included in the recipient’s address.

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© Philip Stokes 2009

http://philipstokesel.blogspot.com

1.4b Paragraph Functions: Look at the paragraphs in your letter on page 4. Notice that each paragraph has a different function. The message has four paragraphs, starting with “I am writing in connection with…” Draw lines to match the functions with the paragraph:

First Paragraph

making the complaint

Second Paragraph

making a demand

Third Paragraph

asking for a reply

Fourth Paragraph

stating the topic

A letter of complaint will usually follow this pattern. Additional paragraphs could be included to give more details about the problem, or to make the complaint stronger (see 1.11). Notice the key expressions: Unfortunately, I must insist,

(used when you want to complain) (used when you want to make a demand)

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© Philip Stokes 2009

http://philipstokesel.blogspot.com

1.5 You are now ready to write your first FULL letter. On a separate piece of paper, write a letter of complaint using the details that follow. Use the letter on page 4 as a guide, and be sure to include all the necessary addresses, dates, and proper opening and closing.

You ordered 5 DVD movies from an online retailer, FilmClipz, to the value of £99.99. You gave them your credit card details and were told shipping would take three to five days. It is now ten days since you placed your order, but no DVDs have arrived. You have emailed FilmClipz twice, but you have received no reply. This morning you checked with your bank and found that your credit card was billed for £99.99 on the same day that you placed the order. From the website you learn the Customer Services Manager is a woman named Claire Troy. Write to her to complain. Think about what you want FilmClipz to do, and include that information in your letter. Here are the addresses you will need to write the letter. Use today’s date. The company address is: FilmClipz, Cheapside, Golden City, GL7 9EX You live at: 35 Pleasant Crescent, Niceton, Bright City, BC7 5AD

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© Philip Stokes 2009

http://philipstokesel.blogspot.com

1.6 Responding to Customer Complaints: Read again Jay Fox’s letter from 1.4. Now study the reply below: Dear Mr Fox With reference to your letter of 2 January concerning the problems with your new Sulfa Diamond Swiss watch. I would like to apologise for the problems you have experienced. All the watches we sell have the highest reputation for accuracy and reliability. Consequently, we take this kind of complaint very seriously. We have contacted the manufacturer on your behalf. They assure us that because of the sophisticated electronic technology used in the watch, the problem you report cannot be a result of a fault in the watch itself. Therefore, I am unable to offer you the refund requested in your letter. However, the source of the problem is almost certainly the battery, and I am delighted to inform you that we will replace this free of charge. Please bring the watch into our shop at your convenience. The replacement procedure will only take a few minutes. Once again, please accept my apologies, and we look forward to your continued custom. Yours sincerely

1.6a Match the underlined expressions from 1.6 to the following meanings and functions: i……………………………………………...means ‘anytime you like’ ii……………………………………………...means ‘about’ or ‘concerning’ iii…………………………………………...means ‘we hope you will do business with us again in the future’ iv……………………………………………...is used to say that you are sorry v……………………………………………...is used to say what you can do vi……………………………………………...is used to say what you cannot do vii……………………………………………...is used to repeat an apology

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