Basics

N ame
Previous contact
Reason for writing
Giving information
Attachments
Asking for information
Requests
Promising action
Offering help
Final comments
Close
Formal/Neutral
Dear Mr/Mrs/Ms Dupuis
Dear Mary
Thank you for your email of ...
Further to your last email, ...
I apologise for not getting in
contact with you befare now.
I am writing in connection with ...
1 am writing with regard co ...
In reply to your email, here are .. .
Your name was given to me by .. .
We would like ro point out chat .. .
l'm writing to lec you know that ...
We are able to confi.nn that .
l am delighted to tell you that .. .
We regrec to inforrn you that .. .
Please find attached m y report.
l'm sending you ... as a pdf file.
Could you give me sorne information about ...
l would like to know ...
I'rn interested in receiving/finding out ...
l'd be grateful if you could ...
I wonder if you could ...
Do you think I could ha ve ... ?
Thank you in advance for your help in rhis marter.
l will ...
I'll investigare the matter.
l will conract you again shordy.
Would you like me to ... ?
lf you wish, l would be happy to ...
Let me know whether you would like me to ...
Thank you for your help.
Do not hesita te to conract us again if you
require any furrher informarion.
Please feel free m conract me if you ha ve
any questions. M y direct line is ...
l am looking forward to ... ( + -ing)
Give my regards w .
Best wishes
Regards
lnfonnal
Hi/Hello Mary
Mary, ... ( or no name at all)
Thanks for your emaiL
Re your email, ...
Sorry 1 haven't written for ages,
but !'ve been really busy.
]use a short note about ...
l'm writing about ...
Here's the ... you wanted.
1 got your name from ...
Please note that ...
]use a note to say ...
We can confirm that .
Good news!
Unfortunately, ...
I've attached .. .
Here is the ... you wanted.
Can you tell me a little more about ...
l'd like to know .. .
Please send me .. .
Please could you ...
Could you ... ?
Can I have ... ?
I'd appreciare your help on rhis.
l'll ".
l'lllook into it.
l'll get back to you soon.
Do you want me to ... ?
Shalll ... ?
Let me know if you'd like me to
Thanks again for ...
Let me know if you need anyrhing
else.
)use give me a call if you have
any questions. My number is .
Looking forward to ... ( + -ing)
Best wishes to ...
Speak to/See you soon.
Bye (for now)/All the best
Negoti.ating a project
Asking for information
Requests
Whar are your usual charges ( fees/rates) for ... ?
Can you give me sorne more infonnation about ... ?
Do you think you could ... ?
Would you be able to ... ?
Emphasising a main point M y m a in con ce m at this srage is ...
The main thing for me is ...
Asking for a suggestion How do you think we should deal with this?
What do you think is the best way forwatd?
Making a suggestion Why don't you ... ?
What about if we ... ?
Negotiating: being firm 1 understand what you're saying about ... (but ... )
1 can see whar you're saying, but ...
Negotiating: being flexible We would be prepared ro ... (if ... )
1 am willing to .. (if ... )
Negotiating: agreeing
Next steps
Closing
Okay, !'m happy with that for now.
That's fine.
I'll be in touch again soon with more details.
Let's ralk next week and see how things are going.
1 look forward ro working with you.
I'm sorry that we couldn't use your services this time, but l hope rhere will be another
opportunity.
Checking understanding
Technical problems
Asking for clarification
Giving clarification
Close
Did you ger m y last message sent on ... ?
Sorry, you forgot to attach the file. Can you send ir again?
I got your email, but 1 can't open the attachment.
Did you mean to send chis? I don't want to open it in case it's gor a virus.
I'm not sure whar you mean by ... ? Could you clarify?
Which ... do you mean?
I don't understand chis point. Can you explain in a little more detail?
Are yo u su re about rhat?
Sorry, what I meant was ... , not ..
1 thought ... , but 1 may be wrong.
1 '[[ check and get back ro yo u.
The correct information is given below. Please amend your records accordingly.
Sony, forget my last email. You're right.
I hope this darifies the situation.
Get back ro me if there's anything else.
Arrangements
Meetings
Formal/Neutral
Reason for wrting l'm writing w arrange a time for our meeting.
What time would be convenient for you?
Suggesting time/place Could we meet on (da y) in ( the moming etc.)
at (time)?
Saying when you are/ I would be able to attend the meeting on
are not free Thursday moming.
l'm out of the office until 2pm.
Any time after that would be fine.
l'm afraid I can't manage next Monday.
Confirming 1' d like to confirm ...
That's fine. l will call/email you tomorrow
to confirm the Jetails.
Changing arrangements This is co let you know that I will not be able
Close
lnvitations
lnviting
to attend the meeting next Thursday.
I wonder if we could move it to ... ?
I apologise for any inconvenience caused.
llook forward to meeting you in Brussels.
Let me know if you need to change
the arrangements.
We would be very pleased if you could come to ...
l would like to invite you to ... 1 attend our ...
Please let me know if you will be able to attend.
Informal
Justa quick note ro arrange a time
to meet. When would suir you?
How about (day) at (time)?
Are you free sometime next week?
I'm free Thursday am.
I won't be around until after lunch.
Any time after that is okay.
Sorry, can't make it next Monday.
Thursday is good for me.
That should be okay. 1'11 get back
to you if there's a problem.
Re our meeting next week, l'm
afraid 1 can't make Thursday.
How about ... instead?
Sorry for the inconvenience.
See you in Brussels.
Give me a call if anything changes.
I'm writing m invite you to ...
Would you like to come ro .. .'?
Please let me know if you can make it.
-----------------------
Prepare
Accepting
Refusing
Befare the meeting it would be useful if
you could prepare ...
lt would be helpful if you could bring ...
Thank you for your kind invitation.
The date you suggest is fine.
1 would be delighted to attend the
meeting. l am sure it will be very usefuL
Thank you for your kind invitation.
Unfortunately, 1 have another appointment
on that day. Please accept my apologies.
l hope we will have the opportunity to meet
on another occasion in the near future. l am
sure that che meeting will be a great success.
Please prepare ... befare che meeting.
Please bring to the meeting ...
Thanks a loe for che invitation.
The date's fine for me.
I'd lave to come to the meeting. 1t
sounds like a great idea.
Thanks a lot for your kind invitation.
Unfortunately, I have something else
in my schedule on that day.
I hope we can meet up soon. GooJ
luck with the meeting!
Writing styles
F ormal/lnformal
Example phrases
Latin / Anglosaxon
origin
Direct/lndirect
Requests
Asking for permission
Offering help
Making a suggestion
Softening a strong
comment
Formal/Neutral
Thank you for your emal! received 12 Feb.
With regard/reference ro .
I would be grareful if you could ...
We regret to advise you rhar ...
Please accept our apologies for .. .
I was wondering if you could .. .
We note rhat you ha ve not .. .
We would like to remind you that ...
Ir is necessary forme to .. .
lt is possible that l will .. .
Would you like me to ... ?
However, ... / In addition, ... / Therefore, ...
lf you require any further information, please
do not hesitare to contacr me.
I look f(xward to meeting you next week.
<lssistance/due ro/enquire/inform/information
obtain/occupation/possess/provide/repair
requesr/requirements/verify
Direct
Can you ... ?
Please could you .
Can l ...
Could I
Can I
Shall I '
What about ... ( + -ing)?
Shall we ... ?
There is a problem.
Thac will he very expensive.
Wc can'r do rhat.
Thar givcs us very little time.
Ir will he hetter ro ask HeiJi.
I Jisagrce.
Informal
Thanks for the email.
Re ...
Please could you ...
l'm sorry to tell you that ...
I'm sorry for .. .
Could you ... 1
You haven't .. .
Don't forget that ...
I need ro ...
l might .. .
Shall 1 ... ?
But, ... / Also, ... /So,
If you'd like more details, let me know.
See you next week.
help/because of/ask/tel)/facts
get/job/have/give/fix
as k for/needs/check (pro ve)
lndirect: polite/diplomatic
Could you ... ?
I was wondering if yo u cou Id ...
Is it al! right if 1 ... ?
I wonder if I could ... ?
Would you like me to ... ?
Do you need any help wirh ... !
Why don't we ... ?
Perhaps we should
l'rn afraid there is a srnall problern.
Ir seerns there is a slighr problem.
That might be quite expensive.
Won't that be a bit expensive?
I'm not sure we can Jo thar.
Actually, that Joesn't give us much time.
Wouldn't ir be better ro ask Heidi?
I can see what you're saying, but ...
Don 't you think thar ... ?
To be honest, I think ir rnight be better to ...
Commercial
Request for information ( customer)
Saying how you got the contact We met last Thursday on your stand at the Munich Trade Fair.
1 am emailing you off your website, which I found through Google.
Giving reason for writing We are a manufacturer/supplier/provider of .... We are interested in .
We are a Turkish campan y exporting to the EU, and we need ...
General requests We would be grateful for sorne infonnation about ...
Please send us infonnation about your produce range and prices.
Specific requests In particular, we would like to know ...
Please send full detaHs of your prices, discounts, terms of payment and delivery times.
Could you also say whether rhere is any minimum order.
Close An early reply would be greatly appreciated.
llook forward to an early reply, and am sure that there is a market for your products
here in Hungary.
Giving information (supplier)
Thanks
Giving factual infonnation
Saying what you are attaching
Highlighting one or two
key points
Answering specific questions
Close
Thank you for your email of 4 )une inquiring about ...
We can quote you a price of ... CIF/FOB lstanbul.
We can deliver by ... (date)/ within ... (period of time)
The goods will be shipped 3 days from receipt of a firm order.
We can offer a discount of ... on orders over ....
We require payment by bank transfer/letter of credit.
Our normal procedure is ro ...
Our normal tenns for firsr~rime customers are ...
We can supply che items you require directly from srock.
l am attaching a document that gives full details of ...
l am attaching our current catalogue and price list as a pdf file.
You will see that ...
You will note that our line of ... is on special offer.
You will also note that .... Our experience in this field includes ...
We dispatch the goods within 24 hours of a firm arder, and for first~time cusmmers
our minimum arder is1,000.
I am afraid that model is no longer available. However, ...
We feel sure that .... May 1 suggest rhat 1 call you at your convenience to discuss
che matter further?
lf you need any further information, please do not hesitare to contact me. M y direct
line is ...
Following up a call (supplier)
Open
Summarising key points
Giving additional infonnation
Saying you will call back
Close
Thank you for taking rhe time on che telephone chis morning ro explain ....
1 understand that you are looking for ... and 1 am confident that we can find a good
solution for your needs.
1 have attached sorne information about our campan y, including ...
I ha ve attached a list of sorne of our clienrs, which you will see include ...
As agreed, l'll give you a call during the lasr week of September.
1 have made a note to call you again after you've had a chance to ...
Perhaps then it would be a good idea to meet to discuss ...
In the meantime, if you would like ro discuss any other poims, please don'r hesitare
ro give me a call on my direct Hne ....
Asking for better terms (customer)
Open
Discussing terms
Close
Thank you for sending .... We are interested in .... However, there are one or two
rhings we would like to clarify before going ahead.
Do you give any discounc on an order of chis size?
Would you be prepared to lec us have che goods on credic?
We need these icems by ... ac che lacesc.
If we can reach an agreemenc on chese matters we are sure thac we can do more
business wich you in the future.
We look forward co hearing from you soon.
Replying and agreeing terms (supplier)
Open
Saying yes
Looking for a compromise
Final details
Close
Thank you for your email of ... inquiring abouc a possible order for ....
In relation to ... , we would be happy co lec you have .. .
I have spoken to m y line manager, and we are able to ... on chis occasion.
With regard to ... , unforcunacely we are noc able ro .... However, 1 am sure we can
find an acceprable compromise.
We are prepared ro accepr ....
We would be grateful if you could supply bank references.
Please retum the atrached form asap so that your order can be processed wirhout any
delay.
Please note that we have recently improved the functionaliry of our website, and it
is now possible ro place an ord.er on~Hne. Altematively, you can print out che
attached arder form and retum ir to us by mail.
1 ha ve arranged for a member of our customer services team to give you a calllater
in rhe week. They will be able to deal with any funher points.
We hope you find our quotarion sarisfactory and look forward to receiving your
order. We assure you that ir will have our prompt attention.
[f you need any further informacion, do not hesitare ro conracc us.
Making an order (customer)
Open
Close
Thank you for your recent email, and we accept your quotation. Our comp!ered
arder form is atrached, and we give full bank decails below.
Please acknowledge receipt of this arder.
Confirming an order (supplier)
Open
Close
Your arder has been received.
We can confirm rhat your goods ha ve been shipped.
You can track shipping details on our website.
Due m excepcional demand these items are temporarily out of stock. We hope to be
able to ship your order within ... days and will keep you fully informed. We
apologise for any inconvenience chis may cause-
We are confident rhat the goods will meet your expectations. Should there be any
quesrions, please do nor hesitare ro contact me, either by email or phone.
Asking for payment (supplier)
First reminder - open
First reminder - action
Second/Third reminder -
open
Second/fhird reminder -
action
Final demand - open
Final demand - action
We are writing conceming a payment of12,600 for invoice number KJ678 which is
now overdue. A copy of [he invoice is attached.
According to our records, the sum of 4,500 is still outstanding on your account.
Please send a bank transfer to setde che account, or an explanation of why the
balance is still outstanding. If you have already dealt with chis matter, please
disregard chis email.
We would appreciate your cooperation in resolving chis matter as soon as possible.
On (date) I wrote to you regarding your company's unpaid account, amounting to
4,500. May we please remind you that this amount is still outstanding.
I wish w draw your attention to my previous emails of (dates) about che overdue
payment on your account. We are very concemed that the matter has not yet
received your attention.
We need a bank transfer in full settlement without further delay.
Clearly, this situation cannot be allowed w continue, and we must ask you w cake
immediate action to settle your account.
If you have any quedes on this matter, please do not hesitare to contact me. Thank
you for your cooperation.
Following my emails of (dates) l muse inform you that we have still not received
payment for the outstanding sum of 4,500.
1 wrote to you on (dates) regarding the balance of12,600 on your account. l attach
copies of both emails. This sum is now two months overdue. We are very
concerned that the matter has not yet received your attention.
Unless we receive payment within seven days, we shall have no altemative but ro
take legal action to recover che money.
In the meantime, your existing credit facilities ha ve bcen suspenJeJ.
Complaints and apologies
Complaining (customer)
Open
Complaint
Request for action
Close
Apologising (supplier)
Open
Apologising
Denying responsibility
Promising action
Compensation
Close
I am writing ...
... in connection wirh m y arder FS690 which arrived this moming .
. . . to complain about che quality of a produce l bought from your website .
. . . ro complain about che poor service we received from yuur company .
. . . to Jraw your arrention w the negative attirude of sorne people in your customer services
section.
Our arder dated 16 September clearly srared that we wanted 1,000 items, however you ...
The goods were faulty/damaged/in poor condition.
There seems to be an error in rhe invoice/a misundersranding.
The equipment I ordered has still not been delivered, despite my phone call to you last week to
say that it is needed urgently.
The produce l received was well below the standard l expected.
To make matters worse, when I called your company your sraff ...
Please replace the faulty goods as soon as possible.
We must insist on an immediate replacement/full refund.
Unless I receive the goods by the end of this week. I will have no choice but to cancel m y order.
1 hope that you will deai with this matter prompdy as it is causing me considerable
inconvenience.
l am writing in relation ro your recent complaint.
l was very concemed to leam about ... Ple:1se accept m y sincere apologies.
I would like to apologise for the inconvenience you have suffered.
We appreciate that chis has caused you considerable inconvenience, hut we cannot accepr any
responsibilicy in this matter.
Can you leave ir with me? l'lllook into the matter and get back ro you tomorrow.
I have looked into che matter and ...
I ha ve spoken to the staff in volved, and
We will send replacement irems/give you a refund immediately.
I can assure you that this will not happen again.
We're having a temporary problem with .... We're doing everything we can W sort ir out.
To compensare for rhe inconvenience, we would like to offer you ...
---- -- ---------
Thank you for bringing this matter to my attention. Please accept my assurance that it will not
happen again.
Once again, I hope you will accept my apologies for che inconvenience caused.
[ very much hope you will continue to use our services in the future.
lf you have any furrher queries, rlease do nor hesitare to comact me on my direct line ..
Personal
Being friendly
You heard something, but are not sure
Something is true, but surprising
Something is obvious or already known
Good/bad fortune
lt seerns that . . . Apparently, ...
Actually, . . . In fact, ...
Obviously, . . . Of course, .. .
Unforrunately, . . . Luckily, .. .
Saying what you really think
Going back to a topic
Changing the topic
To be honest, . . . Frankly, .. .
Well, . . . So, . . . Anyway, .
Anyway, . . . So, . . . By the way, ...
Summarising with the most irnportant point Anyway, . . . Basically, ...
Asking for advice
pen
Asking for advice
Close
Giving advice
pen
Giving advice
Result
Options
Close
Suggestions
Making a suggestion
Accepting
Formal/Neutral
I'd like your adv1ce about a problem 1 have.
I was wondering if you had any ideas about ... ?
What would you advise me todo?
Please write back when you have the time
and let me know what you think.
Formal/Neutral
I was sorry to hear about your current difficulties.
I think it might be a good idea to ...
Have you thought of ... ( + -ing)?
This would mean that ...
1 think this option would be preferable
to ... (+ -ing)
I hope 1 ha ve been of sorne help.
1 think we should/l suggest that we/ Let's go to .. .
Shall we/Perhaps we could/Why don't we go to ... ?
1 suggest/How about going to ... !
It's a great idea!
1 think your idea would work really well.
1 t might be worth trying.
Informal
!'ve got a bit of a problem.
Do you have any ideas abour ... ?
What should 1 do?
Please email me when you get rhe
chance.
Informal
l'm sorry you're having such a hard
time at the moment.
l think you should ...
What about ... ( + -ing)?
That way, ...
1 think it's better than ... ( + -ing)
1 hope !'ve helped a bit.
Rejecting
Special situations
Thanks
Good luck
Congratulations
Best wishes
Bad news
Job application
Greeting (formaD
Reason for writing
Your backgtound
and experience
The job itself
Refering to your CV
Final comments
Close
l'm not so sure abour your idea.
Ir sounds like a good idea, bur 1 don'r rhink ir would work in practice.
lt sounJ.s like a good idea, bur 1 can see one t)f two problems.
Jusr a quick note ro say many thanks for ...
I really appreciate everything rhat you have done.
Good luck with ...
I would like ro cake chis opportunity ro wish you every success in rhe future.
Many congraculations on your promotion/new job.
I was delighred to hear the news about ...
Well done!
Please give m y best wishes/regards ro ...
I was so sorry to hear about ...
I was really sorry ro hear you're not well. ... Hope you feel better soon.
If there's anything I can do ro help, let me know.
Dear Sir/Madam
------------------------ ---
With reference ro your advertisemenr on the ... website, 1 am interested in applying for the
post of ...
1 am 26 years old and am currendy studying for a degree in ... at .. Universiry.
For rhe last two months/years 1 ha ve been working as a ... at ... .
---------------------- ----
I am interesred in chis joh because ...
I feel that 1 would be well~suired for chis job as I enjoy/have a loe of experience in ....
1 ha ve artached m y CV as a Word document. You will notice rhat I ... as well as .... Yuu will
also nmice rhar ....
----- --------------~---------------
I would be grateful if you would consider m y application.
You will see from my CV thar r\vo people can be contacted as references, one is .. and the
other is from ....
l am available for interview in .. . (by phone any weekday aftemoon, and you can emat! me or
telephone me on the number below.
I look forward to hearing from you soon.
Yours fairhfully
Reports
Report structure
lntroduction 1 Background fu requested at the Board meeting of 18 April, here is my report.
The report will discuss/consider/describe/analyse/review ...
Findings
Signposts
Conclusion / Recommendations
The reporr is based on ...
I ha.ve divided the report into three sections.
The findings/figures/results/investigatioru; show that .. .
It appears that .... Thi.s has led to a situation where .. .
The graph/table shows that ...
fu can be seen in rabie 1/secrion 2/figure 3, ...
fu mentioned abo ve, .. ./ ... , see below .
. . . and 1 will discuss this in more detail below/in section 3.2.
1 (would like to) suggesr/recommend thar ...
My specifi.c recommendacions are as follows.
Closing comments Please have a look at the report and let me have your comments.
Please feel free to contact me if you have any questions.
Linking words
Sequence
Talking generally
Contrast
Adding another point
Examples
Altematives
Real (surprising) situation
Something is obvious
Most important point
Rephrasing
Result/consequence
New topic
Careful, balanced style
Firstly, .. . Secondly, .. . Finally, ...
In general, .. . Usually, .. . On the whole, ...
However, . . . Nevertheless, .. . On the other hand, ...
In addition, . . . Moreover, . . . On another point, ...
For example, .. . For instance, .. . e.g.
Either ... or .. . Alternatively, . .. Instead of .. .
In fact, . . . Actually, . . . As a matter of fact, .. .
Clearly, .. . Obviously, .. . Of course, ...
Especially, .. . Above all, .. . In particular, ...
In other words, . . . That is to say, . . . Le.
As a result, . . . Thcrefore, . For this reason, ...
In relation to .. . Regarding ... With reference ro ...
Giving both sides of an argument In general ... , however ... On the whole ... , but ...
Making a statement less general Many/Some ... Usually{T' ypically/Often
----------------~---
Making a statement less certain Ir is possible/probable that Ir seems/appears that ...
Making a comparison less strong substantially/considerably/much ( + comparative adjective)
slgtllicandy/relattvely (+ comparattve adjecttve)
marginally/slighdy ( + compara ti ve adjective)
Concluding On balance, ...
Taking all the above poincs into consideration, ...
... tends ro be ...