Tally 4NGLISH inass Writing is W.NNNQ0 )~ ) @ Th > Berlitzencuisn . Language for life. E-Mail O & siness Writing Berlitz Languages, Inc. Princeton, NJ8 Welcome to E-Mail & Business Writing! Do you write a lot of e-mail in English? Do you ever find it difficult to communicate what you want to say? If you answered yes, we have good news for you. Our E-mail & Business Writing program is for people like you. In today’s business environment, we spend more and more of our time in front of our computers sending, answering, and sometimes grimacing at the flood of e-mail that passes before our eyes. Just as when you write a letter, e-mail writing has its own set of rules, its own code of conduct. You will discover them and much more in this program. Once you have completed E-mail & Business Writing, you will be able to — * Greet your recipient appropriately + End an e-mail appropriately + Simplify your message * Use key phrases in specific communication contexts * Distinguish the register and tone that is right for your audience + Use correct punctuation * Write e-mail messages with greater confidence Throughout the chapters, we will challenge you to put into practice the points you've discussed by writing your own e-mail messages and by correcting problematic messages in our Room for Improvement feature. E-mail Speak offers insights into the jargon and culture of electronic communication. Writing Is never easy — especially in a language that's not your own. Don’t forget that native speakers of English also have trouble finding the right word, ‘making themselves understood, and getting the tone right every day in e-mail ‘communications. We hope that you will enjoy this program and that you will feel greater confidence writing business communications in English. Happy writing! The Berlitz Staff© Understanding the basics | Written vs. spoken. | Distinguishing between different | subject line sender | communication types of communication body. (obmessege) | Ermall subject lines | Making the subject clear effective ‘slonature. | Greetings/Closings | Knowing your audience cadens e-mail exchange ~~ Beginning and ending e-mails j fl Ways to communicate a message WRITTEN e-mail: communicates information quickly; often brief and less formal than other forms ‘memo: communicates a message within a department or company letter: communicates information; often longer and more formal than e-mail | cover (letter) for fax: accompanies the documents you are faxing (could resemble either a letter, memo, or e-mail in style and form) ‘SPOKEN phone: provides a personal touch when information must be communicated promptly in person: preferable for first communications, introductions, and to transmit sensitive or personal information, ages, ne e-mail memo letter phone in person Requesting or setting up a meeting vo Y 4 Discussing the status of a project v v Providing information about company preauetsor G Z Introducing a colleague, J y | ‘your company, of yourself | Dismissing an employee Vv | ‘Summarizing a meeting v | A Amouncing promotion at Aaeits | VO San E-Mall & Business Writing * Chapter 1 1‘Subject lines can convey important information or leave a reader guessing. From:| _josephjenkins @kaiser.com To] [email protected] Subject: new specications for the ICP HiDoug, ''m attaching the revised epees for the IOP. Could you take a look at them and send me your comments before the end of the week? Thanks. Best, Joe From:| —anahansen@)TCnet To:| jameslenis@iTCnet Reguesr for CAT Cong. Subject: i, ‘Your requeet-to attend the Communication and Technoloay Conference has been spproved. Please contact Sue Arideeson at Travel Link to make your ‘rave arrangements, Recarts, Ana From] [email protected] ‘To:| [email protected] Subject! change tn. -peotoryps deadline HiTom, ‘Ma, Watson has pusied up the deadline for the completion of the prototype. August 15 is the new date, Do you think ‘we oan make i? Best amd, teh |_ From: [email protected] To: [email protected] Subject Agalying dented Dear Mr. Peterson, Thank you for your application for the position of systems Engineer. Unfortunately, your qualifications do not match our needs at the moment; however, we will keep your Fesume on fle. nthe event that a position opens up that matches your qualifications, we will be sure to contact you. Sincerely, Kevin Hobbes ROOM FOR IMPROVEMENT Rade Regards Which greeting and closing work best? Hi Dennis, / Dear Mr, Cantrell: ‘This is to confirm that Lisa Owens worked as a receptionist at the San Diego office of Palomar Productions fiom July 2001 to October 2003. IF you have further questions about her employment, pleas let me know. | a Talk to you soon. / Sincerely yours’ before then. Margaret Logan Director, Human Resources Foro! Monica Dear Ms. Patterson: / Anne, ‘Ym dying to hear about your trip. When can we get together? I'm free tonight and tomorrow night. Does either one work for you? Tm flying to LA. for a trade show on ‘Thursday. Hope we can get together sincerely, / Best,” ligors is Dear Sir, / Mr. Ramos, My father is celebrating his 80th birthday a week from Friday, and Td like to be there for the occasion. Is it OK if take Thursday and Friday as vacation days next week? II make sure that everything goes smoothly in the office dusing my absence. Thank you."/ Sincerely, day R E-Mall & Business Writing * Chapter 1 [med to ace a Counle of days 3eee _ © Getting the message right O Content of e-mail Starting an e-mail Keeping the attachment messages Writing the main message simple main message | message ‘Simple (KISS) | Ways to simplify a message Ending the message | cep it Short and | Hl The opening paragraph 5 wun | ‘There are several options for your opening paragraph: ae Q* thank your reader for a visit, a phone call, an inquiry, etc’ (> refer to an exchange of information or other shared communication | ®+ mention the name of someone your recipient knows (a colleague, a client, a friend, etc.) cet right to the point of why you are writing (an inquiry, information you want to communicate, et.) QA recent meeting i It was a pleasure meeting / seeing / talking with you .. enjoyed meeting you at .. Thank you for taking time out of your day expressing interest in sending me your brochure A recent communication | Thank you for your call / e-mail / fax. | Lreceived your voice-mail message / e-mail / fax. When I attended the London fair, | visited your stand, We met at the LIS meeting in Chicago last month. | @ Third-party referral My culeague, Ross Taylor peaks very highly of ou. | Maines Kelly from our Dubin efice suggested | tak to , you regarding O : ©The main point | I'm writing to ask .. | 'm pleased to announce I regret to inform you ..E] The KISS rule = Keep it short and simple / A. Short paragraphs FROM: JL. Richardson To: Allemployees CONE LONG PARAGRAPH > | am pleased to announce that Jonn Chung has Joined us as the new director of Information technology. John worked as computer specialist and senior computer analyst at the Singapore C) branch of Granger Enterprises for over 6 years. During his time at Granger, he helped implement a . major upgrade in the company's computer systems. John studied at MIT and at Columbia University, where he received a master's degree in computer science. Please join me in welcoming John to Kent Labs. FROM: JF. Richardson SEVERAL SHORTER All employees PARAGRAPHS: 11am pleased to announce that John Chung has joined us as the new director of information technology. | James worked as computer specialist and senfor computer analyst atthe Singapore branch of Granger Enterprises for over 6 years. During his time at Granger, he helped implement a major upgrade in the company's computer systems. John studied at MIT and at Columbia University, where he received a master’s degree in computer science. Please join me in welcoming John to Kent Labs. 3 ROOM FOR IMPROVEMENT Scott, Thope your work on the Downtown Renewal project is going well. Things here are crazy, as usual. Are we going to be able to meet at the Pan-Pacific conference in August? Ibe there ftom Tuesday the rd through Friday the 6th, Tt would be great if we could have lunch one of those days. Let me know. On a completely different topic, I'm going to Hawaii on vacation next month. Any recommendations for restaurants in Honolulu? Best, Anthony E-Mall & Business Writing * Chapter 2 7Register and tone Using the right Using the register, tone | Active vs. passive register / tone anprop leks angry, unhelpful, voice Using the active n tacttul Sensitivity seus, constructive ) suggest alternatives El Find the right register \ It is Important to consider register when we wi We don't talk to our managers or colleagues the same way we talk to our friends. Our choice of words tends to be more or less formal depending ‘on who we are speaking or writing to and what the subject is. When using more formal language we communicate respect for the age, stature, or position of our audience. register: the level of formality used in writing ~ and speaking tone: the manner or style of expression; it com- municates the attitude or mood of the writer How formal should it be? TOO DIRECT, INFORMAL FRIENDLY BUT APPROPRIATE FOR BUSINESS | g How neat you're going to be in Tokyo during my —_I'm looking forward to seeing you in Tokyo next | zg visit! It's been way too long. week. It’s been a long time since our last meeting. : FORMAL, RESERVED INFORMAL, FRIENDLIER & MTA, Inc. takes pride in offering its clientele the We're proud of our excellent products and g best products and the highest level of customer tradition of superior customer service at MTA. BA service, O I'd be pleased if you would be able to meet with Could we meet on Thursday to go over the bid me on Thursday to review our bid on the mall on the mall project? project. Your Input regarding our organization's Weld like to know what you think about our ~ performance on earlier contracts would be performance on the last project. OC) ‘much appreciated. We would appreciate your help. / We'd appreciate your help. E-Mall & Business Writing * Chapter 3O ROOM FOR IMPROVEMENT ‘Why didn’t you turn in your report on Wednesday as you promised? ‘A monthly newsletter would be a bad ides. QO ‘Our customers don't like fancy clothes at ridiculous prices. They just want cheap, everyday clothing. January, but I don't fool I have to wait for my money until then. I did the work when you needed it.I did it in a timely fashion, And T expect to be paid that way. So please get a check in the mail to me. It’s not that much money. 7 Tim sure the company can afford it. Thank you very much. \ | have not received payment for the work that I did for you. I know you're starting the main part of the project in +) > Control your emotions ANGRY, UNHELPFUL ‘TACTFUL, CONSTRUCTIVE I really don’t understand why we keep using Our group has worked with several consultants from Global Consulting. We've brought them in Global Consulting, but we haven't been satisfied with several times, and they haven't helped us at their work. | suggest that we check with the Chicago all, f anything, they've made things worse. office for their recommendations. | sense, Whose idea was this, anyway? I really strategy yet? I'm surprised at the new direction. I'd don’t feel like trying to convince the team that really like to know what you think about it before | this is the way to go when | don’t believe in it. share it with the team. ‘This new marketing strategy doesn't make any Have you had a chance to look at the new marketing | El Use the active voice > In writing, itis preferable to use the active voice. The active voice is clearer and more direct than the | passive voice. 8 PASSIVE VOICE ACTIVE VOICE The status of your order will be checked, Iwill check the status of your order. _ Your business is appreciated. We appreciate your business. OC) ‘The company's finances were discussed by the The president discussed the company’s finances ~ president at the annual shareholder's meeting. at the annual shareholder's meeting. > Use the passive voice when: * you don't want to blame someone Your payment has not been received. (rather than: You have not sent in your payment.) ‘The contracts were not signed until it was too late. (rather than: The CEO did not sign the contracts until it was too late.) «tne person dong the action snot known o snot important te know who does the ection ( ) The Employee of the Year will be given a $500 bonus. The package was sent aut ast night for delivery this morning | E-Mall & Business Writing » Chapter 3 1Chapter 4 ~ Getting the details right LT y Venims ) | Wording Using the right words wordy, concise Punctuation Using correct punctuation repetition Abbreviat Using abbreviations abbreviations +) Sealing UO . Sanne II Choose the right wording > Verbs and noun phrases: Verbs communicate action and are more direct than noun phrases. Replacing noun phrases with verbs cuts down on wordiness and makes @ message friendiler. WORDY NOUN PHRASE CONCISE VERB We have come to an agreement on the price. Can We agree on the price. Can we meet tomorrow? we have a meeting tomorrow? ROOM FOR IMPROVEMENT Dear Customer, Have you given consideration to our recent cash-back offer on our quality new and used cars and trucks? We have Imowledge that you have a preference for the very best in quality and service, which is why you have made purchases of vehicles at our dealership before. If you take action now, you will realize savings of hundreds of dollars. Soretning the macsage » Repetition weakens the message: Avoid repetition by using synonyms and pronouns, condensing sentences, and or 1g unnecessary words. ( REPETITIVE CONCISE Most companies communicate with each other using letters and faxes. These letters and faxes are usually quite short and concise. Most companies communicate with each other using, short, coneise letters and faxos. an My first job, that is, my first full-time job, was a } somewhat unusual job. It was unusual both as a first | My first full-time job was somewhat unusual for a Job and as a job for a teenager. My job was feeding | teenager. | fed the sharks at Sea World. the sharks at Sea World. Self-confidence is one essential quality of good Self-confidence and assertiveness, which come from, salespeople. Assertiveness Is another quality. These | within, are essential qualities of good salespeople. qualities come from within salespeople themselves. E-Mall & Business Writing + Chapter 4 13TILOGO \ cmetitaco? = Caer lAGE YF A > Use exclamation points to express strong feelinos \_) NICE, BUT UNENTHUSIASTIC ENTHUSIASTIC Use:né mate than ene { ina message. Otherwise it We enjoyed the presentation. That was an excellent presentation! : will look like this: _ You did a good job. Thanks. You did a great job. Thanks! How wonderfull Now we can oO convert unused vacation - days into extra pay! ea CApIIAL LETTERS 7 tower case letters Some people choose to write only in lower-case letters. This seems to have developed from the widespread use of lower case letters in e-mail and Internet addresses. This style suggests an informal tone. | LT oalays & Ce. lowers, why do we need punctuation? ‘Dar he Sttheriand: Dine dandy | Gontrming our telephone conversation a this mornings would lke to investigate properties suitable for a manufacturing facility inss8uth Carolina, We prefer to buy or lease,but would also consider purchasing land suitable for new construction, we found the right opportunity « At, i Coyrpitio aL Timentioned,we require at least 100000 sq ft of manufacturingspace rallaccessand parking for about 500 carsjdeally the site should be within 5 to 10 miles of a major highway. oO Gout you pease send me a ig of sites meeting these specications with descritions of each g ease note that or te tne6ng all ngiries should remain confidential . ~aincerely 4 Jeff martinet Ge Bone Boa isa SD - El Use abbreviations sparingly When writing, be careful not to use too many abbreviations. They are distracting to the reader. | C) Use abbreviations when: \ THE ABBREVIATION IS VERY COMMON YOU'RE SURE YOUR READER WILL UNDERSTAND = Could you send me the monthly sales figures asap? - How do you like your new job at BNS? | =He works for the UN.Untead Nacrtoval) 28% ~ could you send me a POF of the file? at, 1 # E-Mail & Business Writing * Chapter 4 15Handling different situations Follow-up Following up. request. Persistence Being persistent follow-up | Change ‘Communicating a change push | El Following up = '/hiqping In business communications, people expect immediate or nearly immediate follow-up. When you can’t give a definite answer right away, send an e-mail explaining this. Initial request [May 19] Dear Mr. Schwartz, It was a pleasure meeting you at the Golf Expo in Denver last week. ‘As you may recall, | mentioned that | was working on an article for Amateur Golfers magazine about seniors who play golf as a physical and social activity. I'd love to hear your perspective as president of the Southern California Senior Golfers’ Association. Would it be possible for me to interview you sometime within the next two weeks? The interview shouldn't take more than an hour. ook forward to hearing from you. Tom Anderson 3 OC) Follow-up 1 ~ ‘[May 20] Dear Tom, ice to hear from you. It would be my pleasure to contribute to your article. Unfortunately, T don’t know if wel be able C) to find a time to meet in the next couple of weeks: I will be in Scotland next week (for some great golfing!) and the VY ‘week after I may be tied up with a business commitment. There is a possibility, however, that my schedule will change. Tilet you know for sure by Friday. Best regards, Dan Schwartz E-Mall & Business Writing * Chapter 5 7C O 2 Languages, Ine ) ©2006 ser ) EI Communicating a change in direction Push 2 (the ultimatum) Dear Mr. Preston: ‘Thank you for your response. Unfortunately, when we didn’t hear back from you immediately, we began to show the space to other interested parties. One of them has expressed a great deal of interest and has agreed to make a decision by the 25th. I'm sure you understand that our priority Is to lease the space as quickly as possible. If you would like us to reserve it for your company, we would need a deposit before the 25th. Ifyou have any questions or would like to visit the space again, please don’t hesitate to contact me. Sincerely yours, Jan Tyler ‘THE FINAL PUSH YOU MISSED THE BOAT \ = Could we hear back from you by... - We are sorry that = We need your response before... ~ Unfortunately, we had to es the boat = We must insist that ~ When we did not hear back m from you, we miss an opportunity ‘At times, both parties are holding up their ends of the communication quite well, but one of them needs to re-set expectations or initiate a change of direction. Best-case scenario: The other party assimilates the change smoothly. Worst-case scenario: The other party doesn't accept the change. Initial follow-up Dear Mr. Jordan, It was a pleasure speaking with you yesterday. As | mentioned, we are Interested in starting up a | telemarketing unit at our company and would like you to submit a bid for the training of the | telemarketers. In developing your proposal, please follow the guidelines in the attached Request For Proposal (RFP). ‘As outlined in the RFP, we will be hiring 8-10 people to work in the unit and expect the training program to last 2-3 weeks, depending on the content. If any of the terms in the RFP are unclear to you, please contact me directly and I wil clarify them for you. We look forward to receiving your proposal. | Sincerely, Kelly Flanagan Director of Human Resources, ENGEN, ine. Response 1 Dear Ms. Flanagan, ‘Thank you for your e-mail and for the attached RFP. We are very excited about the opportunity to develop 2 telemarketing training program to meet ENGEN's needs. We will beoin work on the proposal immediately and submit it by the date indicated in the guidelines, Sincerely, Bert Jordan ‘Top Performance Training, Inc. E-Mail & Business Writing » Chapter 5 19ae oad Chapter 1 ws Match the messages with the appropriate subject. 1.D_ announcing a promotion 2. £ a favor 3.B_ department's workload 4. & meeting request 3._C_ meeting summary A. A lot of things have changed since we last talked. | thought it would be good to meet and to catch up with everyone involved on the BP project. Could we meet on Thursday at 10:00 in conference room #3? Please let me know by the end of the day if that's convenient for you. Thank you all. B. As you know, we have a lot of new projects starting next month. I'm attaching a revised schedule. ‘As you will see, several projects have overlaping deadlines. This shouldn't be a problem, considering the help we are going to get from our new hires. If you have any questions, please don’t hesitate to contact me. . Just wanted to give you an idea of what we talked about at the meeting with Cifer Co. yesterday: i + budget: was approved by both parties + deadline: Cifer wants to push it up to Aug. 1; we're waiting to hear from Bob on that + background info: Cifer will send us the documentation we requested next week D. It is my pleasure to announce the appointment of Ralph Vassar to the position of Project Manager for the Asia Expansion Project. Mr. Vassar will be responsible for our expansion in Asia, with partié=) ular focus on Korea, China, and Taiwan. E. I've been having problems with my computer lately, and it looks |ike it won't be fixed today. Since you're going to be out this afternoon, could | use your computer to finish my report? Let me know ifi’s OK with you and what time your machine would be-dVallable. Thanks. Choose the best subject for each e-mail message. 1. [received your message regarding the overdue payment for your car service. | will check with ‘accounting and get back to you by the end of the day. a, accounting @ overdue payment c.cars 2. Thank you for your interest in our company. Wellstone, Inc. is the leading importer of fine Italian natural stone products in the United States. We are the sole distributors for Gaudino Brothers of Trento, Italy. @Weiistone, nc. rocks c. Trento 13. It looks lke 1 won't be able to have lunch with you on Tuesday as we planned. | just found out my boss has scheduled a lunch meeting for that day, and I have to be there. How about lunch on Thursday instead? a. meeting b.my boss @reschedutng unch 4, Please reserve the conference room for the week of July 5. The sales department will be meeting with its international representatives for the entire week. a consultations b. international sales (€)conference room reservation | E-Mail & Business Writing + Practice 27 | || | | “) | Chapter_2_ of rz Languages, Ine. | | i yt | ‘| [Hl Choose the correct opening sentence to go with each message. 1.B it was a pleasure meeting you at the management training last weekend. 2.C. Attached is my response to your customer service survey. 3.D_I'm delighted to hear you'll be able to visit us while you're in town next w. 4, KX in your recent order, you requested that we bill your credit card acci A. Dear Ms. Thompson: Unfortunately, we are unable to process your order because the expiration date of your credit card has passed. Please submit updated information or send us a check for the amount due. B. Dear Steve, Since the seminar | have been thinking about ways we could work together to improve each other's businesses and have come up with a few Ideas. Would you be able to meet with me next week so we can discuss them? C. Dear si As you will see from my comments, | have generally been quite satisfied with your products. On the ‘other hand, | have sometimes been less happy with the level of service provided by your staff. D. Dear Mr. Jackson, Ihave made the following arrangements for the time that you will be with us. Upon your arrival at “1:00, we will meet in my office for about an hour. There will be a staff luncheon at 12:00, and at 2:30 the plant supervisor will take you on a tour of our new facility. Match the reasons for writing with the messagé. 1. © Inform about a system upgras 2. LQ Inform staff about newconiérs 3.‘B Remind staff of an event ‘A. On Thursday we will have an orientation meeting for the Interns who will be working with us this ‘summer. They will be taken to their respective departments following the orientation. Please welcome them. B. As you know, we will be promoting the 7300 next week in Dusseldorf. 'm taking this ‘opportunity to remind everyone in Customer Service that we are expecting an increase in the number of calls from clients interested in this new item. Please make sure that you have enough staff available to handle these calls during the next month. ‘The e-mail system will be shut down on Friday, from 11:30 till 11:45. All incoming and outgoing e-mail will be kept in memory and forwarded to you when the system is back up. Thank you for your understanding. E-Mail & Business Writing * Practice 29(©2004 Berlitz Languages, Ine. ead ot 1. You haven't met your sales quota again this month. If you don't Improve your performance, you'll have to look for another job. this Cop need hallame wore trom all ho eollee i adae od enexqnpac Ip ye haa any pale . ef v aa Peasy ASETELE octPave Baad ine Be Sou, [enya an ccpeea hs se eopeaalUhc yor enough fme 7. caully tr penacly 2 3. I you can't arrive at work on time ike everybody ole there wll be severe consequences | My hts compan of the woncors Avctve pn me tp wines 50 they Can dmach berrer abe t | EX rite an e-mail in which you express a strong negative reaction and then a second version with a more positive tone, srruarton: You have ordered a camera from a company’s website. You wanted the camera to be delivered within three business days and have paid extra for the rush shipment. Five business days later, you still have not received it. EX] Rewrite the sentences inthe active voice. 1 Your e-mail was received by me yesterday. 2. The alternatives will be considered by the Board this afternoon. Your proposal is being reviewed carefully by us. 4, The cost-benefit analysis has been completed and the report written by the controller. .. An important change in the benefits package has been made by our company. E-Mail & Business Writing * Practice 31Practice EEE Indicate the correct order of messages in the e-mail exchange by writing a number (1-6) in the blanks. | Ron, | Aslong asthe cllent i able to deliver the data according to thelr latest schedule, | can | complete my work by February 2. As you know, when | originally made my vacation plans, | we expected the project to be completed by January 15. 1 Judy | Ron, Tenecked with my travel agent to see if | can change my dates but, unfortunately, the trip is nonrrefundable, So! would lose all of my money. Judy Ron, Just a reminder that ! will be taking a two-week vacation beginning February 3. Judy Judy, Ok, but as I mentioned | can only authorize your vacation time if your work with the City Planning project is completed before then. Ron Judy, I'm sorry that you've gotten stuck in the middle of this crisis. If you're willing to reschedule, I'm sure that | can get your trip reimbursed by the company. After all, you are in no way responsible for the delays. Please let me know how much you have spent on your trip, so that | can get the reimbursement in the works. | will, of course, need receipts of your expenditures. Judy, I've just been informed that the City Plant reschedule your vacation. Ron 19 project has been delayed. I'm afraid you'll have to ‘Match the messages in Exercise 1 with the following descriptions. EX Write an e-mail for each of the following situations, ea a.__ option d.__ explanation | c.__ change of plans f.__ problem | i | 1. Following up | | Gerry Morton, an employee at a realty company, has worked with Quickset Inc., a printing company, | for many years. Quickset produces most of the company's brochures and fiyers, and they have | always done a very good job, Gerry's contact at Quickset is Maria Torres. Maria has e-malled Gerry | to ask for a testimonial letter (a letter saying that they are very happy with Quickset's services) that | she will use to advertise their business to new clients. Gerry would be happy to write them a letter, but he is not sure about the company’s policy regarding testimonial letters. His manager, who could tell him what the company policy is, is out of town for a week. Write Gerry's e-mail response to Maria's request. E-Mail & Business Writing * Practice 33Exercise 1 LD 26 3B 4A 5.C Exercise 2 Lb 2a 3c 4c Exercise 3 Le 2d 3a 4b Exercise 4 Led 2. Chapter 20.0 Exercise 1 4B O20 3D 4A a 3.¢b Exercise 2 LC 2A 3B (©2004 Berlitz Langu Answers will vary. Possible answers: 1. Thank you for your business for the last ten years at our various locations. 2. We will be having our first end-of-year sale, starting December 31, We'll be offering discounts up to 70% off our current sale prices. Exercise 4 LC 2A 3B 40 Chapter 3 0 Exercise 1 Answers will vary. Possible answers: 1. I'd like to meet with you regarding the targeted spending goals of your department. 2. L enjoyed meeting you at the National Bankers Assoclation conference last week. Would you have time to meet and give me additional information about refinancing? You are very knowledgeable in that field. 3. Thank you for the detailed information you sent me about your products. E-Mall & Business Writing * Answer Key Exercise 2 Answers will vary. Possible answers: 1. It’s important for all of us to meet our sales quota. If you are experiencing problems, please don't hesitate to talk to me about them, 2, Thank you for your proposal. | think it could benefit from additional research. 3. | would just like to remind you that our business hours are 8:00am till 5:30pm. if there is a reason that you are unable to get to work on time, please notify me. Exercise 3 Answers will vary. Possible answers: Strong version: Five days and still walting! You call that a rush delivery?! | never received the camerat Your customer service is the absolute worst. More positive version: It's been five days since I ordered a camera from your Website and I still haven't received it. | paid for rush delivery. I'm very frustrated and would like to cancel my order. Exercise 4 1. I received your e-mail yesterday. 2. The Board will consider the alternatives this afternoon, 3. We are reviewing your proposal carefully. 4, The controller has completed the cost-benefit, analysis and written the report. 5. Our company has made an Important change in the benefits package. Chapter 4 Exercise 1 Answers will vary. Possible answers: 1. I don't know if Mr. Baker has met our new employees yet. 2. Could you review the proposal and give me an answer next week? 3. At the meeting Janet mentioned several times that in order to get the best results it was important to cooperate. 35(©2004 Berlitz Languages, Inc. OTR Creer NOTE: The listings below proceed from more formal to less formal. Unless otherwise noted. All are acceptable in business correspondence. ASKING FOR INFORMATION * Please send me any information you have about ... * Could you please send me any information available about ... + Please send us detailed information about your... + Do you have any information on .. THANKING SOMEONE approach #1 ‘+ Thank you for your attention to this matter. ‘+ Thank you for your help with this matter. + Thank you in advance. + Thank you for all your help. + Thanks for everything. Thanks a lot. * Thanks a million! ‘approach #2 * Our sincere thanks and appreciation for your thoughtfulness. * I sincerely appreciate everything you're doing for us. * Ireally appreciate your help. | | RESPONDING TO A REQUEST within the e-mail message =I have tried to respond to your questions below. Please let me know if you need further | clarification on any of the points. + Ihave embedded my responses following each of your questions below. + My responses to each of your questions below ~ * See my responses below ~ with an attachment or enclosure + Please find attached the ... that you requested. + Please find enclosed our most recent . + 1'm attaching the ... that you requested. + My responses are in the attached file, E-Mail & Business Writing * Model Messages 37i 3 ANNOUNCING GOOD NEWS + It gives us great pleasure to inform you that .. * We are proud to announce .. * | would like to take this opportunity to announce ... + We are delighted to announce the appointment of ... + 1'm pleased to announce the promotion of .. + I'm happy to say that . + Good news! The company is going to . ANNOUNCING BAD NEWS + It is with deep regret that we announce the .. + We regret to inform you that . + 1'm afraid | have bad news. Our . + 1'm sorry to be the bearer of bad news, but .. OFFERING CONGRATULATIONS + On behalf of ..., | offer you my sincere congratulations on .. + Please accept my sincere congratulations for .. + I wish you every success in your new position. + Our heartfelt congratulations to you on your + No one is more deserving. Congratulations on your promotion, + Just a quick note to say how delighted | am for you. * We just heard the good news. Congratulations and best wishes! +1'm so happy for you. Congratulations! * Congrats! E-Mall & Business Writing + Model Messages(©2004 Berlitz Languages, Inc. Language Cee Greetings Dear Sir: Dear Sir or Madam: Dear Mr. Austin: Dear Mrs. Bennett, Dear Ms. Clark, Dear Richard, Charlotte, Hello Steve, Hi Lisa, Closings Sincerely yours, Sincerely, Best regards, All the best, Best, Talk to you soon, Yours faithfully, (UK) Yours sincerely, (UK) Cheers, (UK) Opening paragraph It was a pleasure to meet you. lenjoyed meeting you at ... Thank you for taking time out of your day to ... Thank you for your e-mail. I received your message... We met at the ... meeting in I'm writing to ask .. I'm happy to announce ... regret to inform you .. Closing paragraph ‘Thank you again for .. ‘Thank you in advance for .. We're very sorry for any inconvenience this may have cause you. We apologize for ... Please let me know if Feel free to contact me .. Please don't hesitate to call if .. look forward to seeing you. That's all for now. E-Mail & Business Writing * Language Reference LoL. LTNS MSG / msg NRN OTOH PS. RE/re TIA TNT TTYL Te / Thx as soon as possible be right back by the way see you later for your information garbage in, garbage out hope this helps in any case In my opinion in my humble opinion I'm out of here in other words Just to let you know frequently asked questions later faugh(ing) out loud fong time no see message no reply necessary on the other hand post script regarding thanks in advance till next time talk to you later thanks AMONG VERY CLOSE FRIENDS / FAMILY: XXX XOXOXO kisses. hugs and kisses 4Chapter 6 ~ . G00 acc 2 > Review i 3 I Find and correct the errors in punctuation, capitalization, and spelling in the following messages. Homon: ‘hank you so much for the cards,lettersyand fl wers that you sent to the hospital while | was covering from my back surgery, yauur"a great group of people to work with,yi¥e good wishes meant a lot to meagtewno sent those chocolates there delicious. ‘Bw David, Js you know/ts my responsibility to prepare the quarterly reports for our division However cant complete the reports until [get all the monthly revenue,and expense records from the sales managers,youre records are now too weeks overdue,could you send them asap? i Rose Cold “To alt employees, fs a remindeslamptan Industries officially becomes a non-smoking estabiishment,fis of ovember 2sfrom then ongmoking will no fonger be permitted anywhere inside the building.ffis includes work areas assigned to individual useysuch as offices and cubiclesyas well as public areas such as the lunchroom,the mailroom,hallwaysyand restrooms,oweverysmoking "A i continue to be permitted outside,in the picnic area, | E-Mall & Business Writing » Chapter 6 21) Situation: Your name is Ken Sabio, and you work at IGB, a manufacturing company. Martin Gibson is a former colleague of yours. Martin left the company a couple of months ago and has asked you for a letter of recommendation. Lesronsa 2 ts the bese Reese 1 Read the situation and choose the best response. | | Hey buddy, Great to hear from you. Made me think of the good old days! I'd be happy to give you a recommendation if we had worked on any projects togetner, but we never A id. As it is, | don’t see how I can give you one. And even if | could, it wouldn't mean very much, would it? Why don't you ask Rob for one? I'm sure he wouldn't have a problem with that. TTYL Ken Rees Dear Martin, 1 was pleased and flattered to receive your e-mail requesting a letter of recommendation. | am terribly, terribly sorry that | cannot comply with your request. You see, though you and | did socialize quite frequently here at IGB, we never actually worked on any projects together. Given this, was neither able to gain insight nor draw conclusions as to the type and quality of the work you performed while employed here. ‘The most suitable course for you to take would probably be to make application to your former supervisor. With kind regards and best wishes, Ken eae 3 Martin, ‘Thanks for your e-mail. It was good to hear from you. I wish | could write you a letter of recommendation, but | feel that | am not the appropriate person to ask. As you know, we socialized a lot while you were here, but we never actually worked on any projects together. Therefore, | don’t feel competent to express an opinion about your work. | hope you understand my position. C) Don't you think that Rob, as your former supervisor, would be the best person to ask for a a recommendation? He thought very highly of you. Goo uckin your ob seach | Best, Ken E-Mall & Business Writing + Chapter 6 23) Background: Jerome Daly is CEO of Fleetways, a lov-fare airline company that has restructured recently / and has become very successful. Because of this success, Jerome Is often asked to speak about his business experiences. He likes public speaking but has many commitments. Stephanie Gibbs, who Is organizing a management seminar entitled “Restructuring: How to take away the pain and come out ahead,” has asked Jerome to participate in a panel discussion on December 3. The seminar will take ~ place on December 3 - 4. ( AS UCR eu ECR lastest fecomenonat ces + Jerome's expertise + subject of seminar + length of speech + worked together in the past NCEE ACURA LCi lil ae MCRL AC Som Lacan + other speaking engagements * busy running an airline RSE EOL UCR * other events in the future NRE RE ae iris cal Soe UL Ct le CCAS < Read the situations and write an e-mail. Si ccuml Your boss has given you a new project that must be completed in two weeks. The project consists of developing a plan for establishing a franchising operation overseas, In two weeks you are planning to take a much-needed vacation. You also have an important project that you need to complete before then, You feel you don't have time to complete the project and take on a new one. However, it would probably be possible for you to complete the new project if the rest of your work could wait until you came back from vacation. Sous ‘You are Kate Taylor’s manager. Kate has asked your permission to take a business course at a nearby university. The course will be held twice a week, and Kate will need to miss two afternoons of work a ‘week. You are uncertain whether you should give Kate approval to take the course. She has been struggling lately to get her work done, in part because she has so many professional and personal commitments. At the same time you realize that the course might help her with her career, and you don't want to discourage her. E-Mail & Business Writing + Chapter 6 25