. . .

( . . . )


. . .
2009


..,
. . . . ,
..,
..

/ . . . , ..,
.., ... . : . . .
, 2009. .50

061800 (080116.65 )
- . . . .
, 2009

BASICS

KEYS TO SUCCESSFUL WRITING4

LAYOUT OF A BUSINESS LETTER10
2. COMMERCIAL LETTERS

14

2.1. INTRODUCTION
14
2.2. INQUIRY (ENQUIRY)
16
2.3. REPLY TO ENQUIRY (OFFER)
18
2.4. ORDERS, COVERING LETTERS, ACKNOWLEDGEMENTS
AND REFUSALS
21
2.5. COMPLAINTS AND RESPONSES
25
3. MEMOS, E-MAIL, FAXES

28

INTRODUCTION
28
3.1. MEMOS
31
3.2. E-MAILS
33
3.3. FAXES
37
HIRING AND FIRING LETTERS
4.1. RESUME
41
4.2. APPLICATION LETTER
44

40

4.3. LETTER OF REFERENCE

46

BASICS
KEYS TO SUCCESSFUL WRITING
Correspondence is a key aspect of the world of commerce and
business. It reflects on the competence and professionalism of the person
who has written it and the company he or she works for. Clear, effective
correspondence is an important part of running an efficient business, and
can promote good relations between individuals, departments and
companies.
Learning to write well in a foreign language is one of the most
difficult challenges facing the language learner. Finding the right words,
using an appropriate style, respecting conventional formats, and correct
spelling are just a few of the areas to consider.
The types of business correspondence we use nowadays are:
business letters
memos
faxes
emails
minutes

reports
press releases.
Know the Purpose and Scope of Your Document
Before you begin writing; know the purpose for which you are writing and
what you want your document to accomplish. As you write, keep your
primary objective in mind (you could even type it at the top of your
document and refer to it throughout the writing process, if needed; you can
delete it when you are finished with the initial draft), and never stray from
it. However, if in the course of your writing you discover that your focus
has changed, thats okay. Simply make sure to revise your writing as
needed to reflect your new purpose in order to maintain a clear, coherent
document. Tell readers early on how they will benefit from reading your
documentwhat they will be able to accomplish, what information they
will be able to gain, what product or service they will be able to purchase
that will make their lives better or easier, or in what other way they will be
able to benefit from reading your document..
Identify (and Write to) Your Audience
Knowing to whom you are writing will help you determine the tone
and content of your document. If youre not exactly sure who your
audience is, ask yourself who you are writing the document for or who is
most likely to benefit from what you are writing. If you are writing with
the intent of selling a product or service to someone or promoting a cause,
you may want to ask yourself: What age are my intended readers? Whats
their background? Where do they live? What stage of life are they in?
What are their interests? What is important to them? These and similar
questions will help you to target and write to your audience.
As you write, do be careful of technical and other jargon, acronyms, and
abbreviations. Unless you are writing for a very specialized field, it is best
to avoid jargon and to spell out acronyms and abbreviations on their first
use. No matter your audience, you generally dont need to be overly stuffy
or formal; a normal, conversational tone will usually do the job.
Understand the Needs of Your Reader
Once you have identified your audience, try to anticipate the information
that your reader will want or need, and identify and include that
information in your document as you write. Also try to address any
potential arguments or concerns readers might have, and address those, as
well.
Organize Your Document
Follow the standard format for the type of document you are writing,

whether it be a memo, letter, e-mail, rsum, report, advertisement, project

summary, or other communication.
For longer documents, start with an outline, and work from there. The
beauty of word processors is that you can easily restructure your ideas later
if necessary. Creating an outline helps you determine early on if you are
including all of the information that you need to. To help you be as
complete as you need to be, ask yourself who, what, where, when, why, and
how. Who am I writing to? What is my purpose? And so on. Though
you will not always need to answer all of these questions in your
documents, you will probably want to include information to answer most
of them most of the time.
In your introduction, tell the reader the purpose of your document and
what you want him or her to do. In subsequent paragraphs, group related
information together, and generally include only one key point in each
paragraph or section. When listing information in paragraph format, use
first, second, third, and so forth, or use a bulleted list, in order to help your
reader easily follow the organization of your document.
For longer works, also use headings and subheadings to indicate the
sections of your document. Such visible structure allows readers to find the
information that they need quickly and easily.
In your conclusion, restate the main purpose of your document, and
tell the reader what you want her or him to do with the information you are
providing, whether that be to buy a product or service, change or adopt a
company policy, give you a promotion, etcetera.
Identify the Benefits to the Reader
Especially for advertising, sales copy, and other documents meant to
persuade, identify and emphasize the benefits of a product, service, or
policy, for example, rather than just its features.
Not:
Our newest line of express buses has built-in Wi-Fi, AC
power outlets, and individual reading lights.
But:

With our newest line of express buses, youll be able to

work, or play, with ease. Browse the Internet, chat with friends
online, play your favorite online games, or check your e-mail
using our free Wi-Fi; read your favorite novels or do your work
using individual reading lamps (or sleep while the guy next to
you reads); or charge your cell phone or plug in your MP3
player or laptop using our AC power outlets. You can do it all
with ease on the new express buses!

Be Concise
Write concisely. Busy people in the workforce dont have time to read any
more than they have to. Use short words and sentences rather than long
ones when possible, and eliminate unnecessary information. (For more
information on this subject, see the article on Conciseness.)
However, dont be so brief that you neglect to include necessary
information. Make sure that you dont inadvertently leave out any
important instructions, deadlines, contact information, statistics or other
evidence, or the like.
Substantiate Your Claims
Make sure that your information is complete and accurate. Check your
facts before you submit your information, and use statistics, examples,
dates, and similar information to back your claims. However, if you use
graphs, charts, tables, or other graphical elements, make sure they add
meaningful information to your document and are not just needless filler.
Proofread
After you have checked spelling and grammar (grammar checkers are not
completely reliable), take the time to proofread your document. Look for
omitted words, misspelled homonyms (its for its), and wrong punctuation.
Check that sentences are grammatical. Make sure the document is error
free, clear, and concise. It may be helpful to have a colleague, co-worker,
or even a professional writer or editor review your work before you deliver
it.
If in proofreading you find omissions or organizational problems,
dont be afraid to revise your document substantially if needed. Having a
more effective document is usually worth the extra time and effort.
Conclusion
Effective writing is essential in the business world. Its important that your
writing be clear, coherent, and targeted to meet the needs of your intended
audience. Sloppy, careless, unprofessional, or incomplete communication
can potentially detract from your professional image, cost you sales or
investment money, prevent you from being hired or promoted, or even
make you legally liable. For these and other reasons, it is imperative that
you take the time and exert the effort to make your written communication
as good as possible.
Exercise 1. 1. You are going to write a letter to invite your friend to
your birthday party.

2. You are going to write a letter to invite your business

partner to your annual award ceremony which will take place on 14
December at your conference centre.
Mind the style of the letter (formal, informal or neutral).

Language styles
Business letters are quite formal in style. A conversational style is
therefore not appropriate and you should avoid contractions, for example.
Language Focus:
Formal and Informal Language
More Formal
Style
Voca
bulary

Gram

Less Formal
Style

Latin Origin

Germanic origin

inform
regret
delay

tell
be sorry
lateness

Phrasal verbs
(are not usually used)

Phrasal verbs
(are normally used)

contract
solve

get in touch with

sort out

Long forms

Short forms

Is not
Will not

Isn`t
Won`t

mar

Noun phrases

Verbs

Make every effort

Try

Passives

Actives

Will be delayed

We will delay

Impersonal phrases

Personal phrases

There will be some delay

We will delay in
in payment
payment
Adverb intensifiers can be used to emphasize verbs. These emphatic
expressions are used in formal English in written documents and when
speaking at formal occasions such as business meetings and giving
presentations. Here is a list of some of the most common of these
intensifiers.
Intensifiers
categorically - in every manner, without reserve
deeply - strongly, with much feeling
enthusiastically - with great joy
freely - without hesitation
fully - completely, without any doubt
honestly - truly believing
positively - without any doubt
readily - without hesitation
sincerely - with best wishes
strongly - with conviction
totally - without any doubt
utterly - without any doubt
These are generally used with specific verbs to create emphatic
expressions. These intensifier + verb combinations are strong collocations.
Collocations are words that are always or often used together. Here is a list
of the intensifier + verb combinations which make up the emphatic
expressions:
Intensifier + Verb Collocations = Emphatic Expression

categorically deny - In no way did I do something.

deeply regret - I am strongly sorry for my actions.
enthusiastically endorse - I happily, and with my whole heart believe in
something.
freely appreciate - I certainly understand something.
fully recognize - I am aware of some situation.
honestly believe - I think something is true without any doubt.
positively encourage - I hope that you do something very strongly.
readily endorse - I believe in something someone else does without
hesitation.
sincerely hope - I honestly want something for someone else.
strongly recommend - I really think you should do something.
totally reject - I refuse to believe or do in any case.
utterly refuse - I completely do not want to do or believe.
Exercise 2. Choosing from the words in the box , label the parts of the
letter.
Inside address
Enclosures
Date
Attention line
Salutation
Body of the letter
Senders address

Signature

Complimentary close

References
Compuvision
(1)Bredgade 51
DK 1260
Copenhagen
DENMARK
(*)Our ref. 661/17
(2)6 May 2009
(3)Compuvision Ltd
Warwick House
Warwick Street
Forest Hill

London SE23 1JF

UK
(4)For the attention of the Sales Manager
(5)Dear Sir or Madam
(6)Please would you send me details of your DVD video systems.
I am particularly interested in the Omega range.
(7)Yours faithfully
(8)B.Kaasen
(Ms) B. Kaasen
(9)Enc.
Writing the Basic Business Letter
LAYOUT OF A BUSINESS LETTER
The parts of a business letter are as follows:
1. Sender's address
2. Date
3. Inside address
4. Attention line
5. Salutation
6. Body of the letter
7. Complimentary close
8. Signature
9. Enclosures
1. Sender's address is usually given in the letterhead, but if there is
none, the
address can be typed in the top right- or left-hand corner of the letter.

2. The date is written below the sender's address. The date line is
used to indicate the date the letter was written. The month is usually not
written out as numbers it could be confusing (different sequences):
20 December 2004 or 20th December, 2004.
When writing to companies within the United States, use the
American date format. (The United States-based convention for formatting
a date places the month before the day. For example: June 11, 2001. )
3. The inside address begins with the name of the company or if
you know the name of the person you are writing to you can begin with
his / her
name. Courtesy titles are used before names: Mr, Mrs, Miss, Ms,
Messrs, M.Sc, Dr, Prof., Capt., Maj., Col., Gen. Abbreviations may be
used with or without a fullstop, but we must remain consistent throughout
our correspondence. . Follow a woman's preference in being addressed as
Miss, Mrs., or Ms. If you are unsure of a woman's preference in being
addressed, use Ms. If there is a possibility that the person to whom you are
writing is a Dr. or has some other title, use that title. Usually, people will
not mind being addressed by a higher title than they actually possess. To
write the address, use the U.S. Post Office Format. For international
addresses, type the name of the country in all-capital letters on the last
line. The inside address begins one line below the sender's address or one
inch below the date. It should be left justified, no matter which format you
are using.
The address can also begin with a job title or a department (if you do
not
know the name): The Sales Manager, The Accounts Department.
The items that follow are:
- the name of the house or building
- the number of the building and the name of the street
- the name of the town and the postcode
- the name of the country
4. Attention line is an alternative to putting the recipient's name in the
address.
5. The salutations are as follows:
- Dear Sir to a man whose name you do not know
- Dear Sirs /Gentlemen to a company
- Dear Madam to a woman whose name you do not know
- Dear Sir or Madam to a person whose name and sex you do not
know

- Dear Mr Smith to a person whose name you know, but you do not
knowthe person very well
- Dear John to a person you know well
The British like to use the comma after the salutation: e.g.Dear Mrs
Jones, but the Americans prefer a colon(:)e.g.Gentlemen:
Use the same name as the inside address, including the personal title.
If you know the person and typically address them by their first name, it is
acceptable to use only the first name in the salutation (for example: Dear
Lucy:). In all other cases, however, use the personal title and full name
followed by a colon. Leave one line blank after the salutation.
If you don't know a reader's gender, use a nonsexist salutation, such as
"To Whom it May Concern." It is also acceptable to use the full name in a
salutation if you cannot determine gender. For example, you might write
Dear Chris Harmon: if you were unsure of Chris's gender
6. The body of the letter is usually written in the blocked style.
Leave a blank line between each paragraph. When writing a business
letter, be careful to remember that conciseness is very important. In the
first paragraph, consider a friendly opening and then a statement of the
main point. The next paragraph should begin justifying the importance of
the main point. In the next few paragraphs, continue justification with
background information and supporting details. The closing paragraph
should restate the purpose of the letter and, in some cases, request some
type of action.
7. The complimentary close is related to the salutations:
- If the letter begins Dear Sir / Sirs / Madam / Sir or Madam, the
complimentary close should be Yours faithfully
- If the letter begins with a personal name, e.g. Dear Mr James, it
should be Yours sincerely
- A letter to someone you know well may end with Best wishes.
A comma after the complimentary close is optional. The closing
begins at the same horizontal point as your date and one line after the last
body paragraph. Capitalize the first word only (for example: Thank you)
and leave four lines between the closing and the sender's name for a
signature. If a colon follows the salutation, a comma should follow the
closing; otherwise, there is no punctuation after the closing.
8. Signature always type your name and possibly your job title
below your handwritten signature (the so-called signature block).
9. Enclosures If there are any documents enclosed with a letter,
although they might be mentioned in the body of the letter, it is common to
write Enc. Or Encl. below the signature block. As an option, you may list

the name of each document you are including in the envelope. For
instance, if you have included many documents and need to ensure that the
recipient is aware of each document, it may be a good idea to list the
names.
(*)References are often quoted to indicate
what the letter refers (Your ref.) and the correspondence to refer to when
replying (Our ref.)/ References may either appear in figures 661/17, where
661 may refer to the number of the letter and 17 to the number of the
department, or in letters (the name of the writer).
Exercise 3. Translate the letter into English.
,

. ,
.
( )

.
,
, ,
.
: .
, ,
, . ,

, , , ,
, .
,

2. COMMERCIAL LETTERS

2.1. INTRODUCTION
Commercial letters are those which precede and follow commercial
transactions. Normally, a commercial letter wants to achieve a purpose to
find a supplier, to place an order, to resolve a business disagreement. Due
to different aims commercial letters pursue, there may be a letter of
enquiry, offer, order and follow-up letters (covering letter written by a
buyer, acknowledgement and refusal of order composed by a seller),
complaints and responses. Below are some comments on commercial
letters of different kinds.
Inquiry
Asking letters (a letter of enquiry) often sound like please send
me messages, for they contain a request to send brochures, materials,
catalogues and other printed matter or even the desired samples. An
ordinary request turns into an enquiry if it deals with some commercial.
When making an enquiry, people usually state the question(s) they want to
ask; what they enquire about must be stated clearly and concisely. It would
be quite natural to give the supplier details of your own business or tell
them how their name or address were obtained.
Offer
In reply to an enquiry you may want to provide a potential customer
with a quotation. This will, of course, quote the price for the requested
goods or services, but it will also give some or all of the following
information:
1. detail of any application discounts (a trade discount may be offered
to companies in the same line of
business while a quantity discount may apply to orders over a
certain amount).
2. details of what costs are included in price, such as transport and
insurance.
3. the preferred method and terms of payment (for example, a letter
of credit payable within 30 days).
4. Some indication of how long it will take for the goods to reach the
customer.
Order
The order itself is likely to be written on an official order form, but it
will normally be accompanied by a covering letter confirming the terms
that have been agreed. No order placed by the Buyer shall be deemed to be
accepted by the Seller until a written acknowledgement (confirmation) of
order is issued by the Seller. If the Seller is not able to execute the Buyers

order due to some reasons, the Buyer must be informed of such refusal
immediately after getting the order. The letter must involve the reason for
the refusal to accept the order.
Complaints and Responses
The purpose of a letter of complaint is to get a problem solved so
avoid emotional language. In any case, the person reading your letter is
probably not the person who caused the problem. When replying to letters
of complaint, avoid blaming a member of staff by name.
A letter of complaint should be structured as follows:
1. Begin with a clear reference.
2. State clearly what the nature of the complaint is.
3. Suggest a course of action that should be followed.
4. End the letter politely.
A letter of apology is usually written as a reply to a letter of
complaint. The response needs to be sympathetic, but also needs to reflect
the responsibility and accountability that the organisation bears in relation
to the complaint.
Speak before you write
Agree or disagree to the following.
1. Always write concise letters.
2. Remember, don't attempt to put every detail into a business letter.
3. The energy you use in pursuing the complaint would be better
used to resolving the situation in a different way.
4. You should write a complaint with a friendly and complimentary
tone as threatening people doesnt produce good results.
5. It is impolite to leave the letter unanswered even if at the moment
moment youre not ready to give a definite answer.
6. Try to write a business letter while you are hot under the collar, let
the emotions pass through your letter.
7. Customers whose complaints are satisfactorily resolved, become
even more loyal than they were before the complaint arose.
8. Telephone conversations can quickly get out of control, so a letter
gives you the chance to present your case in the best possible way.
9. In business letters, dates should appear as numbers separated by
full points (.)

10. If you are writing to a company for the first time - whether asking
for a catalogue or requesting details about a particular product or service you should give information about your own company.
2.2. INQUIRY (ENQUIRY)
Exercise 1.
Study the sample enquiry. Say what parts it consists of.
Dear Sirs,
We have seen your advertisement in the Independent, and would be
grateful if you kindly send us the details of the toiletries you distribute.
Would you kindly quote your prices c.i.f Southampton and terms of
payment for the items listed on the enclosed enquiry form. Will you please
inform us about the details of discounts for substantial orders.
Our annual requirements for toiletries and healthcare products are
considerable, and we may be able to place regular orders with you if your
prices are competitive and your deliveries are prompt. We look forward to
receiving your quotation.
Yours faithfully,

Exercise 2.
Fill in the gaps with proper words from the box:
order
advertisement
requirements
payment
catalogue
forward

imported
details
touch
deliver
interested it if

1. We read your ______ in the Pet Magazine of 25th December.

2. We have seen your current ______ showing the latest models of

your equipment for producing pet food.
3. Please let us know what quantities you are able to ______ till the
end of March.
4. We would like to have further ______ about the equipment you
produce.
5. If your equipment meets our ______, we may be able to place a
large _____ for your equipment.
6. We usually effect ______ by letter of credit.
7. We look ______ to your early reply.
8. We would appreciate______you could send us further information
on
9. your range of non-impact printers.
10. We are ______ in buying the tubeless tyres you produce.
11. For over 10 years our company has _______ from western
countries.
We would like to get in ______ with manufactures of aluminium
fittings.
Exercise 3.
Correct the mistakes (grammar, style, word order, vocabulary,
spelling, etc.). The number if mistakes in each line is given in
brackets).

1.
2.
3.
4.
5.
6.

We would be much oblige if you give us any information (3).

We are interested in buy the sportsware you distribute (2).
We usualy efect payment through letter of credit (3).
We like to present your products at the Russian market (2).
Please send us samples of your catalogues
Please inform how long it will takes for the good to reach the
customer (2)
7. Like distributors we have large network of multiples (2).
8. We took forward to hear from you again soon (2).
9. We would apreciate if you can arange for the scanners to be shipp
as soon as possible (4).

10. We would like to have farther detail on the software protection

plugs we discussed (4).
Exercise 4.
Complete the sentences.
1. We read your advertisement in
2. If your prices are competitive your equipment complies with our
requirements we may be able to...
3. We have seen your current catalogue showing
4. Please let us know what quantities you are able to deliver till
5. We would ask you to let us have a quotation for
6. Please send us samples of
7. Would you kindly quote your prices and terms of delivery (terms
of payment, etc.) for
8. We are distributors (importers, retailers, etc.) of
9. Would you please inform us if it is possible to deliver
10. Please inform us as soon as possible
11. We have heard of your products from
12. With regard to your advertisement in of , we would ask you

Exercise 5.
Write your own enquiries according to the situation below.
Youve read an advertisement in the Techniques and Technologies
of the 15th of April. Write an inquiry showing your interest in the
photocopying machine described there. Ask the Greese Industry who
produces it, to give you the details of the technical characteristics of the
photocopier, prices and terms of payment, etc. Try to make the company
interested in your letter and supply some information about your firm. Ask
if you could get their price-lists, brochures and catalogues. Inform them
youd prefer to have quotations c.i.f.

2.3. REPLY TO ENQUIRY (OFFER)

Exercise 6.
Study the offer below. Say what parts it has.
Dear Sirs
We thank you for your letter of 28 June and are glad to inform you
that all the items mentioned in your enquiry are in stock. We are enclosing
a proforma invoice for the products you are interested in. If you wish to
place a firm order1, will you please arrange for settlement of the invoice2
by draft3 through your bank.
We can guarantee delivery in Melbourne within 3 weeks of receiving
your instructions. If you require the goods urgently, we will arrange for
them to be sent by air, but this will, of course, entail higher freight
charges4. We are enclosing details of our terms of payment, and would be
happy to discuss discounts with you if you would kindly let us know how
large your orders are likely to be.
We are looking forward to hearing from you, and assure you that your
orders will receive our immediate attention.
Yours truly,
Exercise 7.
Fill in the gaps with proper words in the box.
requirements
demand proposal
enclose
valid

happy quantity
covers glad

appreciate
convince

pleasure

1. We are most _____ that you want to buy the clockwork toys we
sell.

2. We take _____ to send you the desired samples of cotton towels.

1 A firm order - ,

2 arrange for settlement of the invoice
3 by draft
4 entail higher freight charges

3. We _____ our catalogue with the latest price-list.

4. Our detailed price-list will _____ you in diversity of our
assortment.
5. Our proposal is _____ till the end of August.
6. The price _____ packing and transportation expenses.
7. The model 210X will most meet your _____.
8. We ask you to discuss our _____ once more and inform us if we
could expect getting your order.
9. I ask you to make the order faster as the _____ of this product at
our warehouse is limited.
10. We would _____if we get the order from you as soon as possible.
11. If youre not _____ with our proposal, please inform us about the
reason.
Due to a heavy _____ were not able to deliver till the next month.
Exercise 8.
Correct the mistakes (grammar, style, word order, vocabulary,
spelling, etc.). The number if mistakes in each line is given in
brackets).

1. We would be appreciate if we gettng the order from you soon as

possible (3).
2. I call attention especially to item 45 (2).
3. Our detailed price-list will convence you in diversity of our
asortment (2).
4. We ask you discuss our proposal once more and inform us
wethere we could expect to get your order (3).
5. Due to heavy demand were not able deliver til late april (4).
6. I ask you do the order faster as the quantity of this product in our
warehouse is limit (3).
7. The model NP 12X programme will most met your requirements
(2).
8. As you can look in our price-list, our prices are at least by 3 per
cent low then market ones (3).
9. If youre not happy at our proposal, please inform us about reason
(2).
10. Please find enclose our current catalog and priceleast (3).

Exercise 9.
Complete the following sentences.
1. We were please to know your interest in the skin-care products for
man and women (3).
2. We are most pleased that you want to buy
3. Its kind of you to take so much interest in our
4. We enclose our catalogue...
5. Our proposal is valid till
6. The price covers ...
7. We can give you
8. I call your attention especially on item
9. Besides above mentioned goods also delivers
10. We would like to recommend you especially
Exercise 10.
Translate the following letter from Russian into English.
- !
23 ,

.

.
- .
, 5%
,
120.
.
,
.
,
,

2.4. ORDERS, COVERING LETTERS, ACKNOWLEDGEMENTS
AND REFUSALS

Exercise 11.
Study the following order and the covering letter (written by the
buyer) to it. Say if it contains all the necessary information for the
Seller .
ORDER
(please refer to this
number on all correspondence)
Mens Clothes Dealers Ltd.
142 South Road
Sheffield S20 4hl
England

No.142

28th March,1999
Please supply 400 mens silk shirts in the colours and sizes (collar)
specified below:
Size
Colour
Quantity
14
white
70
14
blue
30
Price:
Delivery:
Payment:
Packing:

$10.53 each (total $4212)

air freight, CIF SPb
by letter of credit
standard

p.p. Chief Buyer

Vysteria Ltd.
COVERING LETTER
Dear Sirs,
Our Order for Silk Shirts
In response to your letter of 17th March, we thank you for sending us
your catalogues of mens silk shirts. We are sure there will be a great
demand for them in Russia.
We are enclosing our Order No.144, and would ask you to return its
duplicate to us, duly signed, as an acknowledgement.

Yours faithfully,
Vladimir Shurov
Export-Import Manager
Enc. Order No.144
Exercise 12.
Fill in the gaps with proper words in the box.
accept potential further
inform regret placing

above
advise
substitute

consignment

1. In reply to your letter of 24 March, we thank you for the discount

you offered and _________ the terms of payment.
2. We accept your offer and have pleasure in ___________ an order
with you for the powerful lightweight batteries.
3. We ______________to inform you that the goods ordered are out
of stock.
4. We accordingly enclose our order PI 94 for a further
_____________, c.i.f. Liverpool.
5. Thank you for the ________________order which we are now
making up.
6. We agree with you that the CT860 is the best printer of this kind
on the market and that it has a great _________in Brazil.
7. We can offer you a ____________ which is the same price and of
similar quality to the goods ordered.
8. We trust that this initial order will lead to _____________
dealings between our two companies.
9. We have all the items in stock and will ____________you about
shipment in the next few days.
10. We are sorry to __________you that we dont send our devices to
Russia.
Exercise 13.
Correct the mistakes (grammar, style, word order, vocabulary,
spelling, etc.). The number if mistakes in each line is given in
brackets).

1. We would like confirming that payment for this initial order will
make by banker's draft on Delivery (2).
2. We are prepare to give a quantity discount (2).
3. We have the items in the stock and can convince you that your
order will be dealed with promptly (3).
4. We can offer to you a substitution (1).
5. We accepted your offer and have pleasure in place an order with
you for 130 000 units (2).
6. We regret to let you to know that we can execute your order as
quantity of the desire products at the warehouse is limited (4).
7. Goods you ordered are not longer availible (3).
8. The items you need arent not on stock (2).
9. We will take the advantage of the 30-days credit period for any
subsequent orders (3).
10. We would like place an order on 300 units (2).
Exercise 14.
Complete the following sentences.
1. We are pleased to enclose our Order No.
2. The goods you ordered are no longer available.
3. As requested we enclose the copy of your order, duly signed, as an
acknowledgement.
4. We confirm that delivery will be made by (date).
5. Please supply/send us
6. We are sorry to inform you that we cannot execute your order
because of
7. Delivery will be made in accordance with your instructions.
8. Please send the copy of this order to us, duly signed, as an
acknowledgement.
9. In reply to your letter of 23 January, we thank you for .
10. Please confirm that you can supply
11. We regret to let you know that we cannot execute your order as
Exercise 15.

Look at the table given in Order DF 6578, write a covering

letter (typically made by the buyer), a letter of acknowledgement and
refusal (written by the seller) to it.
ORDER
F. Lynch 7 Co LTD
(Head Office), Nesson House, Newell Street,
Birmingham B3 3EL
Telephone: 0216578394
FIMA Gmbh
Werkstrasse
1 907 65Furth
Austria
Quantity
Item description

30

NO FG 6578

Cat. No Price
c.i.f.
Birmingh
am
sabotsA 341

Leather-soled
(brown)
20
Rubber-soled
sabots
A
120
(black)
342
each
Comments: 15% Trade Disc. Del 4 weeks Date 4 May 2002

2.5. COMPLAINTS AND RESPONSES

Exercise 16.
Read the following letter of complaint and response to it, say what
the problem was and what course of action was offered in the
response.
Dear Mr Scarsbrick,
I am writing to you to complain about the shipment of machines
we received on 12 May instead of 4 May. It is the second time we have
had to write to you on this subject and we cannot allow the situation to
continue. We have already explained that it is essential for our office

equipment to arrive on due dates as late delivery could create a very

serious problem.
In addition it was clearly stated on the order form that these machines
should be checked. We were deeply disappointed to find out two of the ten
hard disks you delivered contain bad clusters. We are therefore unable to
run a number of programmes.
Could you please send one of your representatives to replace the hard
disks? Other than the defective disks we have to return, I've always found
your products to be excellent. I would be grateful if you found a solution
to resolve the problem as soon as possible. I really appreciate your help.
Yours sincerely,
Mr Wallace,
Operations Manager

Dear Mr Wallace,
I am writing with reference to your complaint of 13 May.
Firstly I apologise for the inconvenience created by our error and
thank you for taking the time to communicate to us why our products
didnt meet your expectations.
We take great care to ensure that important matters such as this are
properly managed although due to the increasing demand on the computers
we supply there has been a lack of specialists at the service centre. So on
this occasion an acceptable standard has clearly not been met.
In light of this, we have decided to send you our chief engineer who
will replace the faulty hard disks as soon as possible, which we hope will
be acceptable to you, and hope also that this will provide a basis for your
continued custom. We will be in contact with you in the coming days to
make our best attempt in regaining your confidence in our company.
Please contact me should you have any further cause for concern.
Yours sincerely,
Mr Scarbrick,
Customer Service Manager
Exercise 17.
Fill in the gaps with proper words from the box.

rectified
advertising
whether

error

regret
desire
non-delivery

investigating
damaged

representative

1. As with any business like ours, the greatest ___________we can

have is word of mouth from a satisfied customer.
2. Please look into the _________ of the 15 engines which we
ordered on April 12th.
3. Three cases in the consignment were found to be ___________on
arrival.
4. After _________________your complaint, we have ascertained
that an error was made in our dispatch department.
5. We then asked our _________________to try and clear up
whether the desks had been damaged in transit.
6. We __________________ to have to hear that the twelve freezes
you ordered from us have been badly scratched.
7. We will not pay the invoice until this problem is
_______________.
8. Would you please let me know ____________it is possible to
upgrade the Red Box PCs
9. We would like to apologize for the ______________ in the
invoice.
10. We have every ____________to provide the best solution
available to resolve your issue as soon as possible.
Exercise 18.
Correct the mistakes (grammar, style, word order, vocabulary,
spelling, etc.). The number if mistakes in each line is given in
brackets).
We apologize for the delay and enclose our credit note.
If you keep the damaged goods, we are prepared to invoice them at 50
per cent of the price list.
Since the delay is beyond our control, we cannot assume any liability.
Please allow six weeks for delivery.
In the meantime we are withholding payment.

He was unable to carry out the repair once more because the spare
part was again not compatible.
We made it clear that we wanted the software protection plugs by the
end of November because we were going to start selling our program.
I advise you to contact me immediately because I'm finding this
situation an incredible strain, and I can't take much more of this.
I will telephone you to check that this meeting is convenient, and in
the meantime, I would like to apologize for the Inconvenience that has
been caused.
The difficulty appears to have arisen a misunderstanding at our
ordering department, and the matter has now been put right.
Exercise 19.
Complete the following sentences.

1.
2.
3.
4.
5.

I look forward to your reply and a resolution to my problem

Its our goal to retain you as a satisfied customer.
Please accept our sincere apologies
I am disappointed because I was billed a wrong amount.
I addition, we will further evaluate how we can prevent this
problem from occurring again in the future.
6. I will wait until 26 May before seeking help from the Antitrust
Bureau.
7. I am complaining regarding the consignment of 14 Kennoston 486
PCs. Order no. 3982/JKS which was delivered on 12 March.
8. I will call you soon to check that this meets with your approval.
9. I wish to make a complaint about
10. I confirm my phone call, complaining that the work carried out by
your firm in our warehouse is not up to standard.
11. I am writing to express my dissatisfaction with the self-catering
accommodation provided for
Exercise 20.
Translate the following from Russian into English.
,
- PN 2420.
, 17

. , 23 ,

.
, ,
,
- .
,
.


.
, , 3
.
,
,
(+45)741583.
.
,
,

3. MEMOS, E-MAIL, FAXES

INTRODUCTION
These 3 types of Business Correspondence have been placed in one
chapter as they have much in common. Lets identify the main aspects for
each of them.
Memos
A memo is a document typically used for communication within a
company, so it is supposed to be less formal than business letter. As you
generally send memos to co-workers and colleagues, you do not have to
include a formal salutation or closing remark.Usually you write memos to
inform readers of specific information. You might also write a memo to
persuade others to take action, give feedback on an issue, or react to a
situation. However, most memos communicate basic information, such as
meeting times or due dates. It is helpful, however, to inform readers about
the context. In other words, do not only write that a meeting will take place

by listing the date and time. Inform why the meeting is occurring in the
first place, always include some way for attendees to get in touch with
you. Usually a memo has a "to," "from," "subject," and "date" entry.This
information may be bolded or highlighted in some way. Memos are
reproduced and exchanged rather freely around the company, and it is
common for a reader to receive a memo that is only marginally relevant to
him or her. This is why it is important that the first sentence of the memo
should answer that question with a purpose statement. The best purpose
statements are concise and direct. Listing represents an effective way to
present information they are especially useful for conveying steps, phases,
years, procedures, or decisions. Lists can be bulleted or numbered.
Typically, you should use a numbered list when you need to stress the
order of the listed items.Since you typically send memos to those working
within your company, you can use a more informal tone than you would if
you were writing a business letter. Sometimes it is appropriate to refer to
your colleagues by their first names or use humor. However, always keep
in mind that you still need to be professional.
E-mails
Email is an electronic, computer-assisted online communication tool.
In the business world it is used to transmit virtually every type of
correspondence the daily conduct of business requires. Simple messages,
memos and letters, complex reports, tables of data, graphs and charts,
blueprints, pictures, you name it. If it can be generated by, scanned into, or
downloaded onto a computer, it can be electronically sent through
cyberspace to another computer. The format of business email is very
similar to that of a business memo. So similar, in fact, that the basic
heading elements found in a business memo are programmed into the
computer generated template of every email program. Business email
functions as both an internal and an external method of communication; its
three main formatting elements are the heading, the body, and a signature
block. Depending upon the nature of its correspondence and, at the
discretion of the writer, business email may also include a salutation and a
complimentary close. Standard fields in the heading of e-mails usually
include: To, From, CC (copies sent to), BCC (blind copies for),
Date, Subject, Attached (documents which are attached to the letter)
Short paragraphing is a rule. Always be considerate of your reader's
time; an email that goes on for more than two pages may be better off as a
letter or memo. Delivered as an attachment, a lengthy letter or memo can
be printed and read when time permits. The signature block in a business
email does the work of the heading or letterhead found in the format of a

business letter. In other words, it supplies the contact information

belonging to the sender. A signature block should contain all the contact
information a recipient might require in order to respond to an email. It
should begin with the Senders Name, Title, and Business Organization. A
Physical Location, Phone Numbers, Email Address, and Web site should
follow.
Including a salutation and complimentary close in a business email is
governed by the same rules as those governing business letters and memos.
Formal expressions such as Dear Ms. Drew and Sincerely yours are
suitable for letter style business emails addressed to individuals with
whom you are unfamiliar. When business email functions as a memo, on
the other hand, a salutation and complimentary close should be omitted
altogether. More often than not, the salutation and complimentary close
will be written informally (Salutation - Hi Michael!, Complimentary Close
Thanks again., Signature Line - Peter).
Faxes
A fax is quicker and more urgent than a letter, but a letter is more
formal and confidential. When sending a fax its better to use as few words
as possible. The following steps can be found not only in faxes but also in
memos and e-mails. In terms of clear messaging specialized or abbreviated
forms are not considered confusing.
Omission of words(articles, pronouns, and prepositions)
The use of abbreviations or reduced forms. Here are some of the most
frequently used:
ASAP as soon as possible, ETA estimated time of arrival, COD
cash on delivery, L/C letter of credit, LOWEST - your lowest price,
ATTN attention, CFM confirm, PLS please, CFM confirm, RE
with reference to, RGDS regards, THS(THX) thanks, BTW: By the
way , CU - See you (good-bye), FAQs - Frequently Asked Questions, HTH
- Hope this helps TIA - Thanks in Advance
Speak before you write.
Agree or disagree to the following statements.

1. Memos are usually used to write reports.

2. You are not allowed to use abbreviations or contractions in a
memo.

3. Memos are used only for internal communication and always have
a particular format.
4. E-mails are more conversational than traditional letters.

5.
6.
7.
8.
9.

All the parts in the compose window are obligatory.

You should avoid expression of your feelings in e-mails.
Its appropriate to use all capital letters in an e-mail if needed.
Sending faxes is usually used for internal communication.
If you want to book a hotel for a colleague from another branch
fax is not an appropriate way of communication.
10. Abbreviations and word omission are very confusing, especially
for communication via fax.
3.1. MEMOS
Exercise 1.
Study the examples of memos. What parts do they contain? What
are the differences?
To: My team.
From: Team leader
Re: Remote teamworking.
Please note that there will be a team meeting at 14.00 on 18th June in
Room 20A. The purpose of the meeting is to look at the findings of the
pilot projects on remote teamworking. Please let me know as soon as
possible of you are unable to attend.
MEMORANDUM TO:
Design Team #362
FROM:
W.B. Working
DATE:
May 27, 1997
SUBJECT:Project Schedule
As a result of yesterday's meeting, I suggest we follow the project
schedule listed below. Remember, we must submit a Proposal by noon on
July 2.
Schedule Task
Completion Date
Divide research into groups and compile information
June
6
Review designs from Kate and Bill.
June11
Write Proposal
June 23
Review Proposal
June 26
Submit Proposal for printing
June 27
Please, contact me if you need any detailed information.
Peter.

Exercise 2.
Fill in the gaps with proper words from the list.
Date, Subject, co-operation, thanks, purchases, passed, account,
approval, complete, terms.
To: All staff
From : Andrew Conti
_____:
______ : Purchase orders.
Please note that a purchase order (copy attached) must be completed
for all____over 50$.
______ purchase orders should be _______ to Julia Rosso to agree
_______ of payment with the supplier, and then sent to the Rome Office
for final________.
Purchase orders under 50$ can be paid for from the petty cash______.
Many__________ for ___________.
Exercise 3.
Correct the mistakes (grammar, style, word order, vocabulary,
spelling, etc.) The number of mistakes in each line is given in
brackets.
To: All Staff
From: Julia Conti.
Subect: About computer systems (4)
Data: 2004, The 27, May (4)
I like to informing you of the computer system (3)
To be closed the following Wenesday on 12 oclock. (4)
System is doun for at most 2 hours please (4)
To make shure if you have saved all your works. (4)
whole system will ran on a new servers which is more faster. (4)
Best regards and best wishes.(2)
Thank you (2)
Exercise 4.
Complete the sentences with your own ideas. Use at least 5 words.
Id like to inform you that______________________
I would like to know if_________________________
Please, address front office for___________________

This is extremely____________for us, thats why____________

You can check further_________________________________
Please, let me know in advance if________________________
This memo is to confirm that_____________________________
Ive attached a copy of ___________________________________
This memo is to confirm that________________________________
Since our company is introducing a new
policy_______________________
Exercise 5.
Use your own ideas to write a memo using the details below.
You are Executive Producer of Film-Making Company. You have
recently negotiated about the terms and conditions of new film production.
You have exceeded budget by 10% , but the perspectives of this film are
really good. Write a memo to all senior staff informing them of the results
of negotiation and indicating how the project will proceed.
3.2. E-MAILS
Exercise 6.
Study the examples of e-mails. What parts do they consist of?
What are the similarities and differences?
To: Stan.Market@Goodsales.com.au
Subject: Proposed fees
Attachment: Fees -2009.doc
Stan Merchant
Best Price Company
As promised, I am enclosing a schedule of the proposed auditing fees
that will be
charged by our company from January 2009. I will post the finalised
schedule to you when it is published.
Francis Baxter
Baxter and Baxter Auditors
Dear Mr Jones,

Im a university student from Finland and Im writing to get some

information about your language courses this summer. Ive got a few
questions:
1. Do you do a course for university students, which helps them with
their essay writing skills?
2. How many hours a week are the courses?
3. What sort of accommodation do you offer?
4. What after-school activities are there?
5. Do you do any trips to other towns in the UK?
Im hoping to come over in June, so if you can get back to me as soon
as possible, it would be great. Thanks for your help.
Best regards,
Jaana
Exercise 7.
Fill in the gaps with your own ideas. Identify the type of e-mail
after you have completed the task.
Hi Doug,
Just getting back 1) ________ you 2) ________ a preliminary report
on what we need 3) ________ set up the multimedia suite in the library.
Firstly I looked 4) ________ cameras and other hardware that students will
be borrowing. As you know we're dealing 5) ________ 6) ________ 600
students on this site. In addition, there have been 6 tutors who have already
been asking 7) ________ digital cameras and digital video cameras, and
they hadn't even heard 8) ________ this project. Judging 9) ________ the
interest I don't think we should buy less than 4 of each, that way we can let
a class take three 10) ________ a time and still have one left over. We'll
also need 11) ________ ensure that the cameras are only lent out 12)
________ a day 13) ________ a time. I'm going 14) ________ try 15)
________ get some advice 16) ________ other colleges 17) ________
equipment which is both rugged and reliable enough 18) ________ be
borrowed 19) ________ our students. We'll probably need 20) ________
get a mini disc recorder as well, so students can record high quality sound.
The second area I looked 21) ________ was the computer hardware we
need. Obviously, as we'll be dealing 22) ________ video, image and audio
files, we'll need as fast a processor as we can get, Mac or PC. We'll also
need 23) ________ least 512MB of RAM, but 1GB would actually be
much better. For capturing video we'll need a 10,000 rpm hard drive as
well, they're much faster than the old 7,200 rpm drives. They also need 24)

________ be as large as we can afford. If we can get a deal it is probably

better 25) ________ get Macs, even if it'll take a little while 26) ________
everyone 27) ________ get used 28) ________ them. I suppose that
depends upon our preferred suppliers though. With a discount we should
be able 29) ________ get 30) ________ least 3 workstations. Finally we
need 31) ________ consider software. We need 32) ________ have a full
range of media software, 33) ________ print 34) ________ video on 35)
________ least one computer, preferably all three. It would be great if
students had the opportunity 36) ________ use whatever media was best
37) ________ their particular project. I think it could be very interesting
38) ________ help them use the internet as a vehicle 39) ________ their
opinions, and 40) ________ demonstrating their skills. So that's it 41)
________ now. We're really looking 42) ________ a budget of 8,000 43)
________ the hardware. We'll have 44) ________ look 45) ________ the
licenses we already have 46) ________ software 47) ________ see if we'll
need 48) ________ spend much on that. I'll get back 49) ________ you
when I have more info on the cameras. Cheers Charlie
Exercise 8.
Choose the best variant for each sentence. Please, remember, that
business correspondence is mostly semi-formal today, especially when
writing e-mails.
1. We __________________________ (= offer) a discount of 10% on
orders of 1,000 or more.
Prove
prevail
provide
2. We __________________________ that the merchandise will be
delivered in 2 business days. (We promise that you will receive the
merchandise in 2 business days.)
Warrantee
guarantee
warrant
3. If you require more information, please don't
__________________________ to contact me.
Stop
hesitate
cut short
4. __________________________ to contact me if you have any
other questions.
Feel free
Feel freedom
Be free

5. I'm writing to let you know that the meeting has been
___________________________ to 4:00 PM. (The start of the meeting
has been delayed until 4:00 PM.)
pushed forward
pushed aside
pushed back
6. Let me go over some of the recent
___________________________. (Some of the things that have happened
recently)
Developments
devaluations
diagrams
7. I'm not ____________________ to provide that information.(I can't
provide that information *usually because of legal reasons*)
at liberty
at ease
at all
8. I look __________________ to your response.(I'll be awaiting your
response).
Ahead
in the future
forward
9. I would appreciate your help in this
___________________________.
Idea
matter

email

10. Hopefully we'll be able to ___________________________ ( =

clear up/come to a decision about) this issue in the upcoming week.
Resolve
resize
reciprocate
Exercise 9.
Write an e-mail using the ideas below. Please follow the style
which corresponds to the type of relationships with the recipient.
You are a senior sales manager in a company which manufactures
furniture. You have recently been to a trade fair. The members of your
subsidiary were responsible for sponsoring and organizing this fair. You
are greatly satisfied with the trade fair results and especially with the way
how they treated visitors. Write a letter to you colleague, regional sales
manager in this subsidiary, thanking him and informing him that his
branch is awarded a big bonus.

3.3. FAXES
Exercise 10.
Study the examples of faxes, what parts do they consist of, what
are the differences and similarities between them?
TO: Laura Hess
FAX :
202-555-1234
FROM: Anne Deschamps
DATE: October 24, 1994
The following number of PIMs were ordered in the Spanish and
Italian languages:
Spanish Italian*
Legend Plus
60
53
DPDT
__
23
OxyElite 40
53
*3 of each were ordered by Switzerland
Given these low quantities, Marketing Europe (John Hunt) wonders
whether we should go through the effort and expense of doing Spanish and
Italian translations of the PIM at all.
Therefore, we would like to know whether you could manage with
English language PIMs for these products in your country?
Please provide us with your input on this by fax as soon as possible.
If you have any questions, please call.
Thanks in advance.
Best regards,
Anne Deschamps
b)

Exercise 11.
Fill in the box with the proper words from the list:
Description, to, including, required, equipment, helpful, from,
further, needed, breach, helpful, ensure, clarify.
FAX
____: Julia Conti
Fax:00441483740564

Phone: 495-987-24
_____:
Fax:
Phone:
Pages:

Andres Rossi
8365-274-329
2938793285
(_______ this) 1

Re:

Various

Andres
___________ to my message on your answering machine, I thought it
might be _____ if I faxed you the points we need you to _____ on
Monday:
Contacts inside AG.
We need to know what exactly we can say about your _______ to our
contact inside the company. We have to _______ we do not_______ any
confidentiality agreements.
Technical documentation.
Can you inform us about the technical documentation______ for the
new________? Should it be in German as well as in English?
Translator
Christine needs to give us more information about the technical
writer_____ (French to English). The agency want an exact job________.
Regards.
Julia Conti,
Office Manager.
Please confirm receipt of this fax
Exercise 12.
Complete the sentences. Use at least 5 words in each sentence.
Identify the parts of fax where these sentences are used.
1. Thank you for your fax ______________________
2. I have some changes in my itinerary that is
why_________________

3. Id like you to do the

following________________________________
4. Please, send reminders to all those
who__________________________
5. We would like to assure
that_____________________________________
6. We would like to remind you
that________________________________
7. Would you mind faxing us
your__________________________________
8. In accordance with your request
for_______________________________
9. We look forward
to____________________________________________
10. Please find
herewith____________________________________________
11. After a big deal of discussion we have decided
to______________________
12. We thought it would be______________for you
to_____________________
Exercise 13.
Translate the body of fax from Russian into English.
.
,


.

. ,
,
. ,
, . ,

.
,
.
,
.

HIRING AND FIRING LETTERS

This chapter includes some types of letters that appear during hiring
and firing processes, such as resume, letter of reference, letter of
resignation, application letter etc.
Speak before you write
Is it important to write an objective of your resume?
What types of resume are you aware of?
Who writes letter of reference?
You should send a letter of resignation by fax. Agree or disagree?
What should you emphasize in an application form?
4.1. RESUME
In todays business world, having a well-written resume is an essential
part of career planning. Your resume is one of your most important tools
for finding a good job. This one- to two-page document is both a record of
your past and current accomplishments in the workplace and an
advertisement for the capabilities you offer to other organizations in the
future. In effect, your resume describes what you can do and how well you
can do it for an employer who has likely never met you.
Writing a resume can seem a bit intimidating, however, something
anyone can accomplish, and everyone should. Yes, it will take a little time
and effort, but you dont need a degree in English or a background in
career counseling to prepare an effective resume. Creating a great resume
simply requires careful preparation, attention to detail, selection of the
right type of resume for your work background and objective. Do these
things and youll produce a resume that can open the door to exciting new
work opportunities and position you for continuous career advancement.
Exercise 1.
Study the sample resume. Say what parts it consists of.
John Smith
123 Any Street, Vienna, TN 38125 Phone: 901-585-2121 Email:
john@mail.com
Objective

To obtain a challenging position in the sales

industry with opportunity for professional growth.

Experience

19901994
Cliff
Shoe
Southridge, SC
National Sales Manager
Increased sales from $50 million to $100 million.
Doubled sales per representative from $5 million
to $10 million.
Suggested new products that increased earnings
by 23%.
19851990
Ferguson and
Bardell
Southridge, SC
District Sales Manager
Increased regional sales from $25 million to $350
million.
Managed 250 sales representatives in 10 Western
states.
Implemented training course for new recruits
speeding profitability.
19801984
Duffy
Vineyards
Southridge, SC
Senior Sales Representative
Expanded sales team from 50 to 100
representatives.
Tripled division revenues for each sales associate.
Expanded sales to include mass market accounts.
19751980

Mercy,
Southridge, SC
Sales Representative
Expanded territorial sales by 400%.
Received companys highest sales award four
years in a row.
Developed Excellence In Sales training course.
Inc.

Education

19711975
Southridge State
University
Southridge, SC
B.A., Business Administration and Computer

Science.
Graduated Summa Cum Laude.
Interests

SR Board of Directors, running, gardening,

carpentry, computers.

References

Available upon request.

Exercise 2.
Fill in the gaps with proper numbers and figures from the box.
1999-2000
2003 present
300%
2001-2003

1992-96
10

100

1988-92
60

1996-99

Thomas Crown
17 King's Terrace, Richmond,
Surrey, UK
Tel: +44 181 123 456 Email:
tc@repu.co.un
Objective
Seeking an International Sales Management position
in Information Technology where my extensive sales
experience will be used to the full
Experience

Intelel Inc.

London, UK

(1)
National Sales Manager
Increased sales from
(7) million to
(8)
million.
Implemented Internet sales grossing 25 million.
Doubled sales per representative from 5 to
(9)
million.
Teletrona Systems
Edinburgh, UK
(2)
Northern Sales Manager

Increased regional sales from 95m to 200m.

Suggested new services adding 35m to revenue.
Expanded sales team from 30 to 60 representatives.
ESS Holdings
Cambridge, UK
(3)
Senior Sales Representative
Increased sales by
(10) annually.
Closed deals with 100 major new accounts.
Won over 25 competitor clients - adding 50 million
to revenue.
ESS Holdings
Cambridge, UK
(4)
Sales Representative
Awarded company's top sales award each year.
Developed 'Winning Presentations' training course.
Education
London
London, UK
(5)
University
BA, Business Administration & Information Systems
Captain of University Rugby Club
St Andrew's
Plymouth, UK
(6)
School
4 GCE 'A' Levels
President of school's Drama Society
Interests
St Andrew's Board of Governors, rugby, drama,
chess

4.2. APPLICATION LETTER

Exercise 3.
Fill in the gaps with the appropriate word.
Dear Sir/Madam,
I 1) ________ writing this letter to apply for 2) ________ position
of student assistant that I saw advertised on your website. I 3) ________
interested 4) ________ working 5) ________ 6) ________ teachers'
resource library, or 7) ________ 8) ________ accommodation
department.
I have recently graduated from 9) ________ WSB Business School
10) ________ Warsaw and received high grades 11) ________ both my

English and Business Courses. In addition, we had to use all of 12)

________ Microsoft Office programs 13) ________ 14) ________
preparation of our finished assignments, so I 15) ________ able to do
most things with computers.
Since I was 15 years old I have helped my father to run his small
import-export business. I have been involved 16) ________ helping 17)
________ variety of clients and also 18) ________ general
administration of 19) ________ business. In 20) ________ past 2 years
I have worked 21) ________ 22) ________ WSB library, helping
teachers and students to find and use 23) ________ resources there. This
experience has given me 24) ________ ability to deal with 25) ________
needs of all types of people.
I have an outgoing, diligent personality and find that I enjoy 26)
________ challenges of working 27) ________ busy environments. In
addition, my studies and experience have taught me to be accurate and
efficient 28) ________ organising my work so I would be 29) ________
valuable addition to your school.I look forward to hearing from you.
Yours faithfully
Pawel Minescz
Exercise 4.
Put the text in the correct order to complete the letter.
In the past 2 years I have worked in the WSB library, helping teachers
and students to find and use the resources there.
In addition, my studies and experience have taught me to be accurate
and efficient in organising my work so I would be a valuable addition to
your school.
I have an outgoing, diligent personality and find that I enjoy the
challenges of working in busy environments.
This experience has given me the ability to deal with the needs of all
types of people.
Since I was 15 years old I have helped my father to run his small
import-export business. I have been involved in helping a variety of clients
and also the general administration of the business.
I am interested in working in the teachers' resource library, or in the
accommodation department.
In addition, we had to use all of the Microsoft Office programs in the
preparation of our finished assignments, so I am able to do most things
with computers.

I look forward to hearing from you.

Yours faithfully
Pawel Minescz
I have recently graduated from the WSB Business School in Warsaw
and received high grades in both my English and Business Courses.
Dear Sir/Madam,
I am writing this letter to apply for the position of student assistant that I
saw advertised on your website.
4.3. LETTER OF REFERENCE
Exercise 5.
Study the sample letter of reference. Say what parts it has.
A.N.Y. Company Ltd
69 Any Street, Anyville, Anystate
Tel: 0123456789
Date
To Whom It May Concern:
Reference for Mr John Smith
John Smith joined the A.N.Y. Company in July 1998. Since then he
has proved to be a most reliable and effective member of the sales team.
John is professional and efficient in his approach to work and very
well-liked by his colleagues and executive clients. He is well-presented
and able to work both independently and as part of a team.
His contribution to all areas of company activity in which he has been
involved have been much appreciated.
I believe that John will make a valuable addition to any organization
that he may join. We deeply regret his decision to move on and I
recommend him without hesitation.
I would gladly answer any request for further information.
Sincerely,
Kate Thing
Kate Thing
Managing Director
kate.thing@a-n-y.com
Exercise 6.
Imagine a situation and write a letter of reference for your group
mate on behalf of his/her immediate manager (200-250 words).
4.4. Resignation letter

Certain contracts of employment state how resignation notice should

be given - particularly how given and to whom - if your contract states a
procedure for resignation take note accordingly. Resignation letters should
be printed or hand-written (either is acceptable) on a headed note-paper or
a sheet of paper showing your home address (normally positioned top-right
corner or top-centre). Resignations should ideally be delivered by post or
by hand - avoid sending by fax, and email is not a good method either
because these methods are simply not robust, reliable methods of making
or terminating contracts. If you resign verbally (assuming you do not wish
later to withdraw it) you must confirm the resignation in writing. Failing to
do so could leave you vulnerable to losing certain rights, and if you then
go on to leave the job you could be dismissed without notice due to failing
to show up for work, on the basis that you had not formally resigned.
Exercise 7.
Correct the mistakes (grammar, style, word order, vocabulary,
spelling, etc.).
22 Tufton Street
London, SW1P 3TL
Tel: 020 7593 1760
November 1st, 2007
Josie Waters
Pills Pharmacy
17 Broadway
London, SE1 7DG
Dear Mrs. Waters,
I am write to provide informal notice of my resignation from Pills
Pharmacy. My last day will November 14th, 2006. (3 mistakes)
I trust that two weaks is sufficient notice for you to find a replacement
four my position. I would be pleased helping train the individual you chose
to take my place. (4 mistakes)
Thank you for employing for the past three years. My experience as
clerk, supervisor, and floor manager have been very positive and I'm
confident that I will use much of the skills I have learned at Pills in the
future. (3 mistakes)
If you have any concerns, please contact to me at my personel email
address. (2 mistakes)
All the best,
Mary Smith
Mary Smith
msmith@homemail.com

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