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BUSINESS CORRESPONDENCE

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BUSINESS CORRESPONDENCE Based on A. Littlejohn: Company to Company, Fourth Edition, Cambridge University Press, 2005 Letters of complaint complain (v.) - complaint (n.) – PowerPoint PPT presentation

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Title: BUSINESS CORRESPONDENCE

1
BUSINESS CORRESPONDENCE

Based on
A. Littlejohn Company to Company, Fourth
Edition, Cambridge University Press, 2005

2
LETTER LAYOUT (extra sheet Letter of
Application, T.Trappe New Insights
intoBusiness)

CHECKLIST
Sender's address (letterhead?)
Recipient's (addressees) name and address
Date
Salutation e.g. Dear ...
Subject line (heading)
Opening e.g. I am writing to ..., Thank you
for your letter of 13 November...
Main part (Body of the letter/e-mail)
Close e.g. I look forward to ...
Ending e.g. Yours sincerely / Yours
faithfully, ...
Signature
Name in printed letters John Smith
Job title (position) IT Department Manager

3
Date?

07/12/2013

4
DATE CC ex. 4.3 (p.39)

CRO 07. 12. 2013., 7. prosinca, 2013.
UK 7 December 2013
US July 12, 2013
Say the sixth of December two thousand and
thirteen /twenty-thirteen
December the seventh two thousand and
thirteen/twenty-thirteen
Prepositions
With reference to your letter ......... 7
December 2013
The order was received
a) ...........7 Dec 2013 b) ........ December
c) ....... 2013
d) .... .the first week of December

5
DATE - prepositions

Prepositions
With reference to your letter of 7 December 2013
The order was received
... on 7 Dec 2013 ...in December in 2013 in
the first week of December
Ex C to C p.39 (4.3)

6
SALUTATION Dear...?

to a company
to a man if you do not know his name
to a woman if you do not know her name
to a married or unmarried man
to a married or unmarried woman
to a married woman
to an unmarried woman
to a friend or someone you know well

7
Salutation

Dear Sir or Madam
Dear Sir
Dear Madam
Dear Mr Smith
Dear Ms Smith
Dear Mrs Smith
Dear Miss Smith
Dear John
US Dear Ms Smith
UK Dear Ms Smith

to a company
to a man if you do not know his name
to a woman if you do not know her name
to a married or unmarried man
to a married or unmarried woman
to a married woman
to an unmarried woman
to a friend or someone you know well
NO! Dear Mr John

8
Salutation and closing

Dear Sir or Madam /Yours faithfully
Dear Ms Jackson /Yours sincerely
Dear Mark/Best wishes (Best regards)
Dear Ms Gonzalez, Dear David, Dear Mrs Wilson,
Dear Sir or Madam
CC ex. 1.3 (p.9)

9
SUBJECT HEADING CC ex.1.4, p.9-10, ex.3.2,
p.28

key word(s)
e-mail vs. traditional letters
Dear Mr Kane Dear Mr Kane
Order ref.no.2345 Re Late Delivery
I am writing to enquire about ... I am
writing to
complain about ...

10
E-MAIL CCex. a-c, p.22-23

expressions cc, bcc, attach, forward,...
attachments Please find attached the report. (I
attach the report.)
Open and close your e-mails
Do not write in capital letters
Do not send the original message back to the
sender (sometimes ok?)
Use paragraphs - easy to read! (RBp.71)
Formal contacts formal style!

11
STYLE CC ex.1.5,1.6, 1.7, (p.10-11)

LANGUAGE
polite, clear, accurate, concise, formal but
natural)
avoid contracted forms (Im ? I am)
BLOCK STYLE
beginning/ending punctuation?
no indentation
paragraphing and line spacing (RBp.70)

12
PARAGRAPHING EX. Source Courtesy of Stephen
Hindlaugh)

I am writing to complain about a management
motivation training course organised by your
company that I attended on March 30th of this
year. The main reason that I was not satisfied
with the course is that the presenter was totally
unprofessional. In the first place, he was
fifteen minutes late and didnt even apologise.
Secondly, he was obviously unprepared and was
unable to organise his graphics. On top of
everything, he finished half an hour early and
didnt take any questions. I had spent a
significant amount of money on this course and
expected to gain some useful insight and tips on
motivating my team. The only thing that I learned
was how not to give a presentation. As a minimum,
I expect a refund from your company to compensate
me for the money and time I have wasted. If this
is not forthcoming, I will take the matter up
with the Professional Management Seminars
Organisation. Source courtesy of Mr Stephen
Hindlaugh

13
PARAGRAPHING EX. (CC ex.a-b, p.32.33)

I am writing to complain about a management
motivation training course organised by your
company that I attended on March 30th of this
year.
The main reason that I was not satisfied with the
course is that the presenter was totally
unprofessional. In the first place, he was
fifteen minutes late and did not even apologise.
Secondly, he was obviously unprepared and was
unable to organise his graphics. On top of
everything, he finished half an hour early and
did not take any questions.
I had spent a significant amount of money on this
course and expected to gain some useful insight
and tips on motivating my team. The only thing
that I learned was how not to give a
presentation.
As a minimum, I expect a refund from your company
to compensate me for the money and time I have
wasted. If this is not forthcoming, I will take
the matter up with the Professional Management
Seminars Organisation.
Source Courtesy of Mr Stephen Hindlaugh

14
PARTS OF A LETTER

beginning (opening)
main message (paragraphing!)
ending (close)

15
Beginning CC ex.2.5, p.20

We are writing ... connection ...
We are writing to enquire ...
Thank you for your letter .... February 20
concerning ()
Further ... our telephone discussion (), we
would like to inform you (...)
With reference ... your enquiry

16
Beginning CC ex.2.5, p.20

We are writing in connection with...
We are writing to enquire about ...
Thank you for your letter of February 20
concerning
Further to our telephone discussion , we would
like to inform you that ...
With reference to your enquiry about

17
Ending CCex. 2.7, p.21

I look forward to ... your reply.
I look forward to ... from you soon.
We look forward to ... you soon.
Please feel ... to ... us if necessary.
Please do not ... to contact me if you have any
....
CLOSE (Yours ..., Best ...)

18
Ending CCex. 2.7, p.21

I look forward to receiving your reply.
I look forward to hearing fom you soon.
We look forward to seeing you soon.
Please feel free to contact us if necessary.
Please do not hesitate to contact me if you have
any questions.
CLOSE ( Yours sincerely/faithfully, Best
regards/wishes, ...)

Dear Sir or ...........
I ................ to enquire about the
capacity
and the price of your water heaters.
We are interested in buying the heaters for
our new facilities in Kensington.
I look forward to ............... your reply.
................................
Vincent Hugo
Purchasing Department

Dear Sir or Madam
I am writing to enquire about the capacity
and the price of your water heaters.
We are interested in buying the heaters for
our new facilities in Kensington.
I look forward to receiving your reply.
Yours faithfully
Vincent Hugo
Purchasing Department

Dear Mr Hugo
..................................................
...............................
We sell three different kinds of water heaters.
The prices
are 1,600 (150 litres), 1,750 (200 litres) and
1,900
(250 litres).
I enclose some brochures.
..................................................
..............................
................................
Jan Van Oss
Sales Department

Dear Mr Hugo
Thank you for your enquiry of April 15 asking
about the
prices of our water heaters.
We sell three different kinds of water heaters.
The prices
1,600 (150 litres), 1,750 (200 litres) and
1,900 (250
litres). I enclose some brochures.
Please feel free to contact me if you need any
further
information.
Yours sincerely
Jan Van Oss
Sales Department

23
TYPES OF LETTERS

job application sample letters MK, RB
enquiries sample letter RB
replies to enquiries sample letter RB
good/bad news
requesting action
complaints sample letter RB (slides)
apology sample letter RB
orders ...

24
Good news

We are HAPPY to inform you that...
PLEASED
DELIGHTED
... you have been shortlisted for interview for
the position of ...
...we ARE ABLE TO deliver ...

25
Bad news reason

We are SORRY to inform you that ..
We REGRET to inform you that ...
... we ARE UNABLE TO deliver ...
... we HAVE BEEN FORCED TO increase our prices.
This is DUE TO unforeseen circumstances.
OWING TO ...
AS A RESULT OF ...
BECAUSE OF ...

26
Bad news

We ... to inform you that we ... to cancel the
meeting scheduled for 27 May. This is .... to
staff illness.

27
Bad news

We regret to inform you that we have been forced
to cancel the meeting scheduled for 27 May. This
is due to staff illness.

28
Referring (beginning) good news (CCp.29)

.............. your application for a post as
secretary, ........that we would like you to
start work as soon as possible.
.............our telephone conversation last
week, .................that your car is now ready
for you to collect.

29
Good news (CCp.29)

With reference to your application for a post as
secretary, we are happy to inform you that we
would like you to start work as soon as
possible.
With regard to our telephone conversation last
week, we are pleased to inform you that your car
is now ready for you to collect.

30
Good/bad news reason (cause-effect)

-We regret/are sorry/pleased/delighted to,
-that we have been forced to..., we are unable
to..., we are able to/intend to...,
-This is due to (the fact that)...
delay the delivery of the goods strike by
airline pilots
cut all salaries by 10 - fall in sales
increase all salaries by 10 - rise in sales

31
Good news/bad news and giving reasons
(cause-effect)

With regard to your order of March 25, we regret
to inform you that we are unable to deliver the
goods on time. This is due to a strike by airline
pilots.
We are sorry to inform you that we have been
forced to cut all salaries by 10. This is as a
result of a fall in sales of 12 in the last
quarter.
We regret to inform you that tomorrows meeting
has been cancelled. This is due to the fact that
a lot of staff have been ill
We are delighted to inform you that we have
decided to increase all salaries by 10. This is
due to a rise in our sales last year.

32
Requesting action

PLEASE COULD YOU...
We WOULD BE GRATEFUL IF you could ...
We WOULD APPRECIATE IT IF you could ...
Ex. You have moved your office and you want the
post office to forward your letters to your new
address.

33
Requesting action CC 5.2., p.50

Please / arrange / for ten oclock / could / an
appointment / you
we / send / asap / would / if you / the goods /
be grateful / could
appreciate / arrange / would / for ten oclock /
could /it / an appointment / if/ you /We

34
Letters of complaint

complain (v.) - complaint (n.)
He complained.
He made a complaint.
mild complaint vs. strong complaint

35
MILD OR STRONG?

I am writing to complain about a management
motivation training course organised by your
company that I attended on March 30th of this
year.
The main reason that I was not satisfied with the
course is that the presenter was totally
unprofessional. In the first place, he was
fifteen minutes late and did not even apologise.
Secondly, he was obviously unprepared and was
unable to organise his graphics. On top of
everything, he finished half an hour early and
did not take any questions.
I had spent a significant amount of money on this
course and expected to gain some useful insight
and tips on motivating my team. The only thing
that I learned was how not to give a
presentation.
As a minimum, I expect a refund from your company
to compensate me for the money and time I have
wasted. If this is not forthcoming, I will take
the matter up with the Professional Management
Seminars Organisation.
Source Courtesy of Mr Stephen Hindlaugh

36
STRONG COMPLAINT

1.PROBLEM
I am writing to complain about a management
motivation training course organised by your
company that I attended on March 30th of this
year.
2.GIVE REASONS FOR THE COMPLAINT
The main reason that I was not satisfied with the
course is that the presenter was totally
unprofessional. In the first place, he was
fifteen minutes late and did not even apologise.
Secondly, he was obviously unprepared and was
unable to organise his graphics. On top of
everything, he finished half an hour early and
did not take any questions.
3.MAKE A POINT (SUPPORT THE COMPLAINT)
I had spent a significant amount of money on this
course and expected to gain some useful insight
and tips on motivating my team. The only thing
that I learned was how not to give a
presentation.
4.REQUEST IMMEDIATE ACTION
As a minimum, I expect a refund from your company
to compensate me for the money and time I have
wasted. If this is not forthcoming, I will take
the matter up with the Professional Management
Seminars Organisation. (MAKE A THREAT?)
Source Courtesy of Mr Stephen Hindlaugh

37
Mild complaints

Complaint (pg.1)
UNFORTUNATELY, the invoice you sent us is higher
than we agreed.
I AM AFRAID that the invoice you sent me
It SEEMS to me that
It APPEARS that

38
Complaints

Reminder / making a point (pg.2)
I should like to remind you that
I would like to draw your attention to (the fact
that)
I would like to point out that
Requesting action (pg.3)
We would be grateful if you correct the invoiced
amount so as to keep to our agreement.

39
Complaints