BUSINESS

CORRESPONDENCE

COMPILED AND ADAPTED BY NGUYEN QUANG NHAT

nhatnq@hub.edu.vn, 0917 566 265

HO CHI MINH CITY, 01/2019

 CHAPTER 1: OVERVIEW
I. Letters

2
3
 a. Parts of a business letter
1. Sender's Address: can be typed in the top right - or left-hand corner of the letter. If the sender is a
company, we call it a Letterhead.
Letterhead: includes
- Company type: Compuvision Ltd, SP Wholesalers Plc, Hartley-Mason Inc.
- Board of Directors: The name of the Chair (in the USA, the President)
- Address: In addition to the address of the office from which the letter is being sent, the letterhead
may also give the address of the head office or registered office, if different.
- Telephone, fax numbers, cable (telegram) address, email and website addresses: will also be
included and, if relevant.
- Registered Number: This usually appears in small print, sometimes with the country or city in
which the company is registered. In the UK, the VAT number may also be given

2. The Date is written below the sender's address. It could be written as 4 December, 2008/ 04th December,
2008/ December 4th, 2008/ December 4, 2008.

3. Reference Line: is typed on one or two lines, immediately below the date.
- Some companies, especially big ones, have a system of tracking letters by chronological numbers,
employee initials, department codes/numbers or whatever else they choose.
- Sometimes you can include the reference line in your letter to refer to the information specifically
requested by the recipient, such as a job reference or invoice number.
Examples: Re: 180/VG
Re: Job # 389-03
Re: Your letter dated 11/15/2006

4. Special Mailing Notations

The manuals on business correspondence recommend to type special mailing notations in all
uppercase characters or bold characters before the inside address/ between the inside address and the
salutation if you consider them necessary in your letter. Remember to put it on the envelope as well,
which is probably even more important.
Examples: SPECIAL DELIVERY
CERTIFIED MAIL
PRIVATE AND CONFIDENTIAL
STRICTLY CONFIDENTIAL

4
5. The Inside Address begins with the name of the company or the full name of the person you are writing
to (E.g.: Mr. J.E.Smith or Mr. John Smith). Courtesy titles are used before names: Mr, Mrs, Miss, Ms, Dr.
(Doctor), Prof. (Professor), Capt. (Captain), Col. (Colonel), Gen. (General) and Sir (for royal addressing).
Those words can be used just in case you are sure of their office. Abbreviations may be used with or
without a fullstop, but we must remain consistent throughout our correspondence.
If the name of the receiver is unclear, the title or the status can also used in the address. For
example, the Sale Manager, The Business Development Director, or even Business Development
Department if you are not sure for his/her status in the company.
In the worst case when there is no information of his/her particular situation, the possible way is to
write down the name of the company and send it right to the company's address.
The items that follow are: E.g.:
- the name of the house or building Sunwah Building,
- the number of the building Block B, Number 123,
- the name of the street 456 Ingenierous Industriales SA,
- the name of the town and the postcode Los Angeles, 90001
- the name of the country California, The USA.
Comma is often used at the end of each line if punctuations are used, except for the last line of the
address. However, people are now familiar with giving up all types of punctuation in the address.

6. Attention line is an alternative to putting the recipient's name in the address.

The reason for including an attention line in a business letter is to request the organization to
respond even if the person you write to is unavailable. We put the name of the organization or department
on the first line of the inside address, and the attention line immediately afterwards:
E.g.: Attention: Human Resources Manager Attn: Public Relations Manager
For the attention of Senior Administrative Officer

7. The Salutations are as follows:

- Dear Sir – to a man whose name you do not know/ 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 Sirs /Gentlemen – to a company
- Dear Mr. Smith – to a person whose name you know, but you do not know the 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.: Dear Mrs Jones:)
This salutation does not include shorten name like Dear Mr. J. Black or Christian name like Dear
Mr. James Black.

5
8. Subject Line
A subject line would look very professional to draw the immediate attention to the topic of our
letter. Its proper place is below the salutation. It is good to have it brief, on one line. If you are typing a
subject line you might want to skip a Reference Line. (If you put ‘Re:’ in the subject line you definitely
need to skip the reference line)
Example: Subject: Presentation on Economic Growth, Globalization and Competitiveness
Re: Equipment Purchase versus Leasing

9. The body of the letter. A line of space is left between the paragraphs.
The form of the main subject is not of any rule; however, it should be neat, easy reading and not too
complex. Moreover, the presentation of the letter's body should be unified for reader to read and
understand correctly and easily. The style of the subject lay out may be straight or tapped depending on
your habit, and there is usually a space between two paragraphs in the straight type. However, the style
should be unified despite whatever way you use.

10. 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.
- For business correspondence, it is safe to use: Regards./Best regards.
- A letter to someone you know well may end with Best wishes.
A comma after the complimentary close is optional.

11. Signature – always type your name and possibly your job title below your handwritten signature (the
so-called signature block).
In business letter, your name should be typed with your title and position at the company under the
closing and the space spent for your handwriting signature. To prevent confusion a lady should sign herself
by her title, as Mrs. Jennie Smith," or "Miss Flora Harlow," when writing to strangers or answering
business correspondence. Signature within is not suggested alone, as "F. Smith." because it would mean
the writer was a gentleman.

12. 'p.p.'/ per pro

'p.p.': (means 'by one acting as an agent', or ‘and on behalf of’) is used by administrators or
personal assistants when signing letters on behalf of their managers.

6
 There is another way of putting it: the person who typed the letter for the boss first includes three of
the boss’s initials in uppercase characters and then two of his or hers in all lowercase characters, avoiding
‘p.p’ which is becoming so rare many humans don’t even know what it is. The signature block in this case
would look like this (note that Howard Lindham’s middle name is Kenneth, and his assistant's name is
Mary Raynor):

13. 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. Encl. below the signature block.
Example: Enc: Certificate of Origin
Enclosure: Order Form No. DS 5318

14. 'CC' = courtesy copy/copie

Some companies started using 'PC' instead of 'CC', where 'PC' stands for photocopy.
The 'CC' notation usually includes names of people to whom you distribute copies, sometimes you
could include their addresses as well. 'CC' is typed at the end of the letter after enclosure notations or
identification initials.
E.g.: CC: Jarrod Curtis cc: Jarrod Curtis
If you don’t want the addressee to know that a copy is being forwarded to a third party, use 'BCC'
(Blind carbon copy). This notation appears on the office copy and the third-party copy only, not on the
original.

15. P.S. = Postscript

Nowadays postscripts are not needed any more for including a forgotten piece of information as the
whole letter can be easily edited for that purpose. They still can be used to add a more informal,
personalized touch to a formal communication. Contemporary sales letters use them as a common tactic,
implying that the writer has an additional reason for the customer to buy the product. Postscripts are also
common in medical letters.
It is introduced in the letter with the abbreviation "P.S." If you would like to include more than one
postscript, the second one will be "P.P.S" and the third one, "P.P.P.S." Never to use more than three of
them in a letter. Note that the postscript closes the letter; it comes after identification initials, enclosure(s)
and CC.
7
Task 1: Identify the parts of the following letter.

8
 Task 2: Fill in the blanks with the correct parts of the business letter.

1. ………………………………………… is the place for the writer to handwrite their name.

2. The recipients name, company name, and address are called the …………………………………………
3. The purpose of the letter is included in the …………………………………………
4. Yours truly, is an example of a …………………………………………
5. The last line in a business letter coulf be the ………………………………………….
6. The …………………………………………is when the letter is written.
7. The ………………………………………… is the address of the letter writer.
8. Dear Mr. Johnson is a …………………………………………
II. Emails
Email is electronic mail where the user does not use a pen to write on paper but types on his
computer monitor and does not need a stamp but just presses send button to transmit the mail.
a. Saying email addresses
 Remember that ‘@’ is pronounced ‘at’, ‘.’ is pronounced 'dot', “_”is called ‘underscore’. 
E.g.: reservations@beachhotelbern.com is ‘reservations at beach hotel bern dot com’.
teaching_ job@english_academy.id is ‘teaching underscore job at English underscore academy dot I
D’.

b. Layout of an email:
1. Header information:
The header gives essential information about the message. In addition to the basic details shown in
the sample, it may include:
c.c.: Here you insert the email addresses of anyone you want to send copies of the message to.
b.c.c.: This stands for blind carbon copies, which, as in a letter, you should use if you do not want
the main recipient to know who has received copies.
Attachments:
The amount of header information, and the order in which it appears, will vary according to the
software being used, so do not worry if the messages you send and receive do not look exactly like the one
in the example.
2. Message text:
The presentation of the text in an email is usually less formal than in a letter.
3. Signature:
This is like the signature block in a letter, although it usually includes more details, e.g. the
sender’s company or private address, and telephone and fax numbers. You can program your email
software to add your signature automatically to the end of outgoing messages.

9
 c. Email dos and don'ts
- Always check you've got the right name in the 'To' box.
- Attach the file you want to send before you start writing.
- No Capital letter. If you write 'CAN YOU LET ME KNOW THIS WEEK?' you are basically shouting
at your reader. They will think you are very rude.
- Short emails sometimes sound rude. Keep emails short, but remember to be polite and friendly, too.
- Always check everything carefully. Ask a colleague to read and check it before you hit 'Send'.

10
 Task 3: Write a word to fill the gaps and complete the email.

III. Content and style

1. Length
- Keep the letter to one page. Most business letters are less than one A4 page long.
- An average sentence length is between 15 and 20 words.
Compare these examples:
Long Sentence Shorter Sentences

I refer to my letter of 13th June and am I have not yet received your reply to my
writing to advise you that if we do not receive letter of 13th June. If we do not receive your
your completed application form within the completed application form within fourteen days,
next fourteen days, I shall have no alternative I shall have to arrange property insurance on the
but to arrange property insurance on the bank's bank's block policy.
block policy. (One Sentence — 45 words)  (Two sentences—13 words and 24 words)

Task 4: Reduce the length of the following sentences.

1. Somebody has said that words are a lot like inflated money—the more of them that you use, the less
each one of them is worth.
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
2. I was unaware of the fact that your widget could be used for security purposes.
…………………………………………………………………………………………………………………
3. Mr. Jones, who is a member of the same firm, put the report together in a hasty manner.
…………………………………………………………………………………………………………………

11
4. The reason why we failed to reply is that we were not apprised of the fact until yesterday that somehow
the report had been unavoidably delayed.
…………………………………………………………………………………………………………………
5. The fact that he had not succeeded was brought to my attention recently.
…………………………………………………………………………………………………………………
6. The degree of importance in the level of accuracy depends upon the individual situations.
…………………………………………………………………………………………………………………
2. Fonts

The generally accepted font is Times New Roman, size 12, although other fonts such as Arial may
be used. If you are writing to a conservative company, you may want to use Times New Roman.

3. Simplicity and courtesy

Good writing is uses short sentences and simple words, keeps to the facts and is easy to understand.

4. Use Active Verbs Rather Than Passive Verbs

Using active verbs rather than passive verbs is the key to good writing.
Here's an example:
Passive: At the last meeting, a report was made by the Secretary...
 Active: At the last meeting, the Secretary reported...
Passive: This form should be signed and should be returned to me.
 Active: You should sign the form and return it to me.
Task 5: Change each of the sentences below from passive to active.
1. Plans for the conference will be made by the staff assistant.
…………………………………………………………………………………………………………………
2. An error has been discovered by our staff.
…………………………………………………………………………………………………………………
3. The report will be reviewed by us.
…………………………………………………………………………………………………………………
4. A decision was made to terminate the search.
…………………………………………………………………………………………………………………
5. The mistake in billing will be rectified by the supplier posthaste.
…………………………………………………………………………………………………………………
6. Receipt of your letter is acknowledged and appreciated.
…………………………………………………………………………………………………………………
7.Cost-cutting procedures are advised by the vice-president
…………………………………………………………………………………………………………………
12
 5. Avoid Abbreviations
The most common and irritating form of jargon is overuse of abbreviations.
Task 6: Find the meaning of the following common abbreviations in business letters.
a. ASAP: …………………………… b. Attn.: ……………………………
c. cc: …………………………… d. c/o or c/-: ……………………………
e. encl.: …………………………… f. FYI: ……………………………
g. pp: …………………………… h. RE: ……………………………
i. ref.: …………………………… j. RSVO: ……………………………
k. comm.: …………………………… l. Corp.: ……………………………
m. i.e.: …………………………… n. P&P: ……………………………

6. Use Simple Words Rather Than Complex Ones

Simple, everday words will help you get your message across.

Complex Words Simple Words

As we noted in the preceding section As we noted in the previous section
If you purchased additional printer If you bought extra printer equipment,
options, such as a second printer tray, it a such as a second printer tray, you must check that
requirement you verify its correct installation. you have installed it correctly.
Look for wordy phrases such as these in your writing and replace them with a single word or cut
them out completely:
Wordy Concise
at a later date later
at the present time now
for the purpose of for
in adadition to besides, as well as, also
in order to to
in relation to about, in, with, towards, to
on a regular basis regularly
Task 7: Use the concise words for the following words/phrases
.Wordy Business Word/Phrase Concise Alternative
1. have no alternative but
2. I came to the realization that
3. I am of the opinion that
4. in the majority of instances
5. get on the same page
6. in spite of the fact that

13
 7. there is no doubt that
8. concerning the matter of
9. regardless of the fact that
10. during the course of
11. under no circumstances
12. last but not least
13. at your earliest convenience
14. there is a chance that
15. as per our conversation

7. Use Personal References

Use words such as I, we, you, your, my, and our in your writing. Don't be afraid to identify yourself
—it makes writing much more readable. This is a useful trick to make writing look and sound more like
face-to-face talk.
So instead of writing: Our address records have been amended ...
Write We’ve changed your address in our records ...
Instead of writing: The company policy is ...
Write Our policy is ...
Task 8: Change the following phrases and sentences into more concise one.
1. We have conducted an investigation and arrived at the conclusion that …
…………………………………………………………………………………………………………………
2. Your attention and co-operation are of vital importance.
…………………………………………………………………………………………………………………
4. Please provide a description of the expected benefits of the suggested project.
…………………………………………………………………………………………………………………
5. We are in receipt of your proposal dated 26 January.
…………………………………………………………………………………………………………………
6. Upon completion of the tendering process, the project can be awarded to the successful bidder.
…………………………………………………………………………………………………………………
7. In order to facilitate the implementation of the new strategic plan, we require the assistance of either one
or two experienced specialists.
…………………………………………………………………………………………………………………
10. It is requested that you submit an application by next Friday.
…………………………………………………………………………………………………………………
11. I am currently engaged in an investigation of the target market.
…………………………………………………………………………………………………………………
14
 8. Use Direct Questions
Using direct questions gives your writing much more impact and is a common technique in
marketing and advertising material.
For example:
Original: We would appreciate your advising us whether you want to continue this account or transfer it.
Redraft: Do you want to continue your account or transfer it?

Original; Please inform us whether payment against these receipts will be in order.
Redraft: Can we pay against these receipts?
Task 9: Correct the mistakes in the following sentences.

1. Thank you for your interest in our firm, this letter will summarize the services we can provide for you.

2. Many of our clients are doctors. With practices similar to yours.

3. We can provide a complete financial analysis to determine if its beneficial to incorporate your practice.

4. Our accountant’s are currently examining the figures you sent us.

5. We are looking forward to meeting with you later this fall.

6. We have scheduled a conference for next month and these figures will be discussed at that time.

7. I am sure that we can accomodate your request.

8. A meeting will be held on Friday, 18 July, at 3 p.m., in the regional managers office.

9. Unfortunately I cannot supply the figures which you requested.

10. I’m happy to hear your Pomeranian, Puffy was pleased with the new pet spa on the West Side.

11. What we are offering you is a very unique investment opportunity.

12. Obviously, alot of time and effort went into your report.

13. Mr. Smith commented that it would be “unwise to take action at this time”.

14. Enclosed please find my resume and supporting in response to your advertised need for a
Communications Coordinator.

15. Your information is consistant with our findings.

IV. Rewrite the following informal sentences into formal sentences in business.
1. In the meeting between us on 23 December you requested the credit for $18,000. Now I am writing to
tell you that we approve your request.
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
15
2. Receiving your letter of 20 December, I was surprised when you said you had not received payment for
invoice No. H931.
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
3. We want to have delivery within the next six weeks, and we also need to have your acknowledgement.
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
4. The type of stapler you refer to is no longer produced. We are sorry for that as there is no longer sufficient
demand for it.
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
5. Send us as soon as possible your latest catalogue and price list and quote the most competitive prices
that you have.
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
6. Sorry I didn’t send you an early notice about our having to cancel the meeting yesterday.
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
7. If you need any more assistance from us, please contact us without any hesitation.
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
8. It is completely my fault and I am so regretful that it happened.
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
9. That you came to us to place an order is a good idea. You will learn that it is the good start of your new
business. We were so glad.
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
11. Sorry I’ll be unable to pay my bill No. B/E 771 on 25 January. The amount of money I have to pay is
35,498.00SF.
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
13. There was a software fault causing the errors which has now been fixed. Please accept my apology.
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………

16
 15. We enclose a credit note No. C23 for $165.60. This is considered a refund for the overcharge on
invoice No. L283.
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
16. Sorry I didn’t send you an early notice about our having to cancel the meeting yesterday.
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………

CHAPTER 2: LETTER WRITING

I. Main parts of the business letter
A common letter may be divided into three main parts.
a. The introduction or opening. This is a very important part which will make an initial impression on
the reader and the effectiveness may influence the last parts. To begin the letter, you should give polite
thanks for reading the letter, for writing you (in case you are replying their mail) … and introduce about
yourself and your company. After this brief introducing, you must mention directly the purpose and topic
of your mail.
E.g.: Thank you for your enquiry of 24th April 2002. We are enclosing our Spring Catalogue and
current pricelist quoting c.i.f prices Le Harve.

b. Main Body/ Main Subject: in this part, the receiver must understand the most essential and key point
of the issue through clear, easy understanding and persuasive language used.

c. Conclusion/ Close: thanks should be repeated to show your appreciation with partner's concern. You
may add other things to encourage receiver's further information or other form of contact (usually with
expression like "look forward to", "if you need further information, don't hesitate to" … ) and recap the
main points briefly if the letter is complex by using expression like "to go over the main point briefly", "to
sum up" …
E.g.: "Once again thank you for writing us and please contact us if you would like any further
information. I look forward to hearing from you soon.

II. Write Powerful Headings

You can learn to write good headings and subheadings that transform your business letter writing
and organise the information to help your reader. Compare these headings.

Typical Heading Action Headings

First-time Mortgages Helping You Buy Your First Home

17
 Re: Account Arrears Repaying The Money You Owe

The key to writing powerful headings is to use a strong verb and specific words. Because each
heading has a strong verb, we call these action headings. You can also use direct questions as headings as
they have an added impact. For example:
 Why Have an Annual Review?
 Why Invest Your Lump Sum?
 Are You Paying Too Much Tax?

Task 1: Practice writing the action/powerful headings for the following situations
1. Write a recommendation letter for a line of new mobile phone.
…………………………………………………………………………………………………………………
2. Write a recommendation letter for your preferred candidate as the new CEO.
…………………………………………………………………………………………………………………
3. Write a warning letter for a poorly-behaved employee
…………………………………………………………………………………………………………………
4. Write an order letter for the new products
…………………………………………………………………………………………………………………

III. Write a Strong Opening

The opening paragraph is both the headline and the lead for the message that follows in the rest of
the letter.
Make your first paragraph by plunging straight into your message.
For example, you could use one of these opening phrases:
 Please be informed that …
 With reference to your letter of April 28 on …, I am writing to (confirm) …………….
 With reference to our telephone conversation on Friday, I would like to let you know that…
 In reply to your letter of October 31...
 I regret to inform you that...
 I am writing to you in response to your ………….
 I am writing to (make a reservation/ to apply for the position of…/ to confirm my booking/ to ask
for further information about) …
 I am writing with regard to the sale of …/ to the complaint you made on 29th February
 Thank you for your letter/e-mail of 29th February regarding … / concerning …..

18
 Task 2: Write the opening sentence for the following topics.

1. I am writing to inform you that 2. I am writing in reference to …………………

your request for funding has been rejected. ………………………………………………….

3. I am writing to confirm………………………. 4. Please be informed that ……………………..

…………………………………………………. ………………………………………………….

5. I’m writing to complain about ………………. 6. I regret to inform you that …………………..
…………………………………………………. ………………………………………………….

7. With regard to your …………………………. 8. I am writing to thank you for ……………

…………………………………………………. ………………………………………………….

Task 3: Insert a suitable opening sentence at the beginning of each.

1. From a job application letter
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………

19
 …………………………………………………………………………………………………………………
Lancaster is a leading U.S. educational publisher with East Asia offices in Tokyo and Hong Kong.
My role on the four-person team in marketing development is to coordinate communication between
teachers, educationalists and researchers, and to report progress to the New York head office, including
planning and implementation of all marketing campaigns. I am responsible for the print production of
catalogues and specific product advertising.

2. From a letter of complaint

…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
The glasses on the table were smeared with grease and there was an egg stain on my plate. When I
visited the toilets I found them to be filthy. In addition to this when I left the restaurant, I saw a rat outside
the kitchen.

3. From a report
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
The advantages of renting over purchasing are the included maintenance service and user
demonstrations. As the staff of PTG will be utilizing the most complex functions of the machine to produce
their colour advertising, there is scope for teething troubles. Therefore, a free support service would be
beneficial. As Copidex offer a full refund on all rent paid on a purchase within the first rental year, PTG can
reassess the situation within 12 months and purchase then, if this is considered feasible.
.
IV. Write a Strong Close
End your letter positively and politely. Use the final paragraph to explain or repeat what you want
your reader to do.
Take a look at these examples of good closing sentences for business letters:
 If you require any further information, feel free to contact me.
 I look forward to hearing from you.
 We look forward to a successful working relationship in the future.
 Should you need any further information, please do not hesitate to contact me.
 I would again apologise for (any inconvenience) ….
 We hope that we may continue to rely on your valued custom.
 I would appreciate your immediate attention to this matter.
20
  We would like to offer our sincere apologies for our mistake
Task 4: Choose the correct statements above to fill in the blanks.
1. ……………………………………………………... for the delay in replying and I trust that this has
clarified the points you have raised. If you wish to discuss any points I have not clarified, or need any
further information, you may wish to telephone or contact me accordingly.
2. I look forward to hearing from you and in the meantime, should you have any queries,
……………………………………………………....
3. I regret that I cannot be of more assistance in this matter, and …………………………………………...
…………………………………………………………………………………………………………………
4. Once again ………………………………... Please ………………………………….. if you would like
any further information. To summarize: ……………….. I look forward ………………………………..
5. I hope I have covered ………………………………………, but please contact me if there are
………………………………………………………. If you would like to place an order, may I suggest
that you do so before the end of this month so that it can be met in good time for the start of the
summer season? I hope to hear from you soon.
6. We are confident that you have made the right choice as this line is a leading seller. If
…………………………………………………………………, we would be happy to supply it, and
look forward to hearing from you.

V. Useful phrases for letter writing

a. Request:
- I am writing to enquire about ....
- I would be interested to receive further details about ....
- Please could you give me the necessary details concerning ...?
- We/I would appreciate it if you could…
-

b. Inform:
- I am writing to inform you that...
- Please be advised that...
- Please be informed that …
- We are pleased to announce that ...
- I am delighted to inform you that ..
- We regret to inform you that ...
- After careful consideration we have decided (not) to ...
c. Call for action:
- I would be grateful if this matter could be resolved...
21
- I trust that you will give this matter your urgent attention
- I would appreciate further information on …
- Would you please let me know as soon as possible whether...
d. Apology
- Please accept my apologies for …………..
- We would like to apologize for ……………...
- I am afraid I will not be able to ………………...
And at the end of the letter:
- Please accept our apologies again.
- Please accept our apologies for this inconvenience once again.
- We apologise for our mistake and we would assure you that it will not happen again.
- We hope that this misunderstanding has not caused you too much inconvenience.
e. Offer help:
- Please do not hesitate to contact me if I can be of further assistance.
- Please let me know if you need any further information.
- Should you need any further information/assistance, please do not hesitate to contact us.
f. Complain
- I am writing to express my dissatisfaction with… / to complain about…
- I regret to say that I was not completely satisfied with ……………….
g. Attach files
- I am attaching ……………….. for your consideration.
- I am sending you ……………… as an attachment.
- Please find the attached (file/picture/information) you requested.

VI. Exercises

Date: 10 January 2018

Dear Sir/Madam,

My neighbor, Mr. W Stevens of 29 High Street, Derby, recently bought an electric lawnmower
from you. He is delighted with the machine and has recommended that I contact you.

I need a similar machine, but smaller, and should be glad if you send me a copy of your catalogue
and any other information that will help me to make the best choice for my purpose.

Yours faithfully,
Ann Cliff, Mrs

22
As a secretary of a sales manager, write a reply letter basing on suggested notes below.
Paragraph 1: - enclose a catalogue and price list
Paragraph 2:
- describe the machine bought from Mr. Mr. W Steven: a 38 cm RANSOME
- suggested: p.15 of the catalogue: 30cm; p.17: PANTHER JUNIOR (smaller)
Paragraph 3:
- both: in stock and show them to you if the customer care to call at showroom
- provide your cell phone number for any further help
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………

23
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………

24
 Date: 2 January 2018
Dear Sir/Madam,

You were recommended to me by a previous client of yours, S. Greenstreet & Co. Ltd.

Please find enclosed our official order, No. DR4316. If you do not have any of the items we have
ordered currently in stock, please do not send alternatives. Delivery is required not later than the
end of this month.

We hope that this will be the first of many orders we place with you.

Yours faithfully,
Ann Cliff, Mrs
Chief Buyer
As a secretary of a sales manager, write a reply letter basing on suggested notes below.
Paragraph 1: -acknowledge to receive the order
Paragraph 2:
-tell the reasons for delay: stocks not available due to the prolonged cold weather; demand
increased considerably
-suggested: a further supply promised by the manufacturers by the end of this month. Can wait until then
we will fulfill your order?
Paragraph 3:
-apology: not be able to meet the present order
-hope to hear that delivery at the beginning of next month will be acceptable
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………

25
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………

26
Write a reply letter basing on the following letter of order and some suggested notes provided below.
Date: 10 January 2018
Dear Sir/Madam,
ACCOUNT NUMBER 5768

We regret having to remind you that we have not received payment of the balance of $105.67 due
on our statement for December. This was sent to you on 2 January and a copy is enclosed.

We must remind you that unusually low prices were quoted to you on the understanding of an
early settlement.

It may well be that non-payment is due to an oversight, and so we ask you to be good enough to
send us your cheque within the next few days.

Yours faithfully,
Ann Cliff, Mrs
Sales Manager

Write a reply letter basing on suggested notes below.

Paragraph 1: -express surprise to receive the letter
Paragraph 2:
-Cheque number 065821, drawn on Barclays bank, Blackpool for $105.67 posted on 3 December
-Instruct the bank not to pay on it due to probably gone astray.
Paragraph 3:
-apology for this inconvenience
- enclose a replacement cheque for 105.67
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………

27
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………

28
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………

29
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………

30