- •Министерство образования Российской Федерации
- •Методические указания к практическим занятиям по деловой корреспонденции Часть 1
- •Entry Test. Letters
- •Personnel appointments
- •1.1 Applying for a position
- •1.1.1 Opening
- •1.1.2 Application form requests
- •1.1.3 Curriculum vitae
- •1.1.4 Opening
- •1.1.5 Summary of details
- •1.1.6 Explanation of previous experience
- •1.1.7 Reasons you are applying
- •1.1.8 Close
- •1.2 Specimen letters
- •1.2.1 Unsolicited letter
- •1.2.2 Reply to unsolicited letter Mitchell Hill Plc Merchant Bank
- •11-15 Montague Street London Eel 5dn
- •1.2.3 Application form
- •1.2.4 Covering letter for c.V.
- •1.2.5 Curriculum vitae
- •Curriculum vitae
- •1.2.6 Invitation for an interview
- •International Computing Services plc
- •1.3 Making a decision
- •1.3.1 Turning down an applicant
- •1.3.2 Offering a position
- •1.3.3 Openings
- •1.3.4 Details
- •1.3.5 Close
- •1.4 Specimen letters
- •1.4.1 Letter offering position
- •International Computing Services plc
- •1.4.2 Letters confirming acceptance
- •1.5 Points to remember
- •Writing Curriculum Vitae (Resume). Covering letter
- •1.2 In the box are headings from a typical cv. Look at the extracts from the cv of Tomoko Horiguchi, a Japanese woman working in England. Under which of the cv headings should each extract be placed?
- •1.3 When you apply for a job you usually send a cv and covering letter. Which of the following do you usually do in a covering letter?
- •Letter of application
- •1.4 A letter of application.Put the paragraphs in the correct order:
- •1.5 Complete Fiona Scott's letter of application using the following verbs:
- •1.6 Giving news to job applicants.Read this letter making an offer of employment. Then decide whether the statements below are true or false:
- •1.7 The draft letter below is addressed to an unsuccessful candidate for the vacancy at Slim Gyms. Put a circle around any language that you think is too informal for the situation:
- •1.8 Complete this corrected version of the draft letter using items from below:
- •1.9 Study the Useful languagebox below. Use a dictionary to check the meaning of any words or phrases which are unfamiliar. Add three words or phrases to each column. Useful language
- •1.10 Complete the letter using suitable words and phrases from the Useful languagebox. The letter in brackets indicates which column you should check to find the correct word or phrase.
- •1.11 Responding to job applications. Read the letter and fill in each blank with an appropriate passive form of the verbs below.
- •1.12 Write Andrew's reply to Karen Poulson.
- •2.2 Writing general complaints
- •2.2.1 Opening
- •2.2.2 The language of complaints
- •2.2.3 Explaining the problem
- •2.2.4 Suggesting a solution
- •2.3 Replying to letters of complaint
- •2.3.1 Opening
- •2.3.2 Getting time to investigate the complaint
- •2.3.3 Explaining the mistake
- •2.3.4 Solving the problem
- •2.3.5 Rejecting a complaint
- •2.3.6 Closing
- •2.4 Specimen letters
- •2.4.1 Complaint of damage f. Lynch & Co. Ltd.
- •2.4.2 Reply to complaint of damage
- •Satex s.P.A.
- •Via di Pietra Papa, 00146 Roma
- •2.4.3 Complaint of non-delivery
- •2.4.3 Reply to complaint of non-delivery
- •2.5 Points to remember
- •Making complaints
- •2.1 Jonathan Webb, Marketing Director of Executive Golfing Ltd, placed an order for an advertisement with an agency. On 15 May he stated the following requirements to Rachel Levy at rl Media:
- •2.2 Reorder the following, so that they show the usual structure of a letter of complaint:
- •2.3 Study the expressions in the Useful language box, then choose one of the situations below and write a letter of complaint: Useful language
- •2.4 Letters of complaint. Unscramble the sentences and re-order them to make two different letters of complaint. Write the sentence numbers in the table.
- •2.5 Complaints and suggestions. Complete this business e-mail with an appropriate form of the verbs below:
- •Replying to Letters of Complaint
- •2.6 Reply to the e-mail above (ex. 2.5). Useful language
- •Indicating action
- •2.7 The text of a letter replying to a complaint is given. Complete it, choosing from the alternatives given to fill in the gaps.
- •2.8 Silvina Pietragalli recently flew home to Argentina. She had a very unpleasant flight and she wrote to Alpha Airlines to complain about it.
- •Put the following points in order to show how Lisa Kaplan's letter is organized:
- •2.9 Write a suitable letter to deal with one of these situations. Invent an address for the people and companies concerned. Use some of the expressions from the Useful languagebox.
- •2.10 Complete this reply to the complaint about delivery in the exercise above.
- •Enquiries
- •3.1 Methods of enquiry
- •3.2 Writing letters of enquiry
- •3.2.1 Opening
- •3.2.2 Asking for catalogues, price-lists, prospectuses
- •3.2.3 Asking for details
- •3.2.4 Asking for samples, patterns, demonstrations
- •3.2.5 Suggesting terms, methods of payment, discounts
- •3.2.6 Closing
- •3.3. Specimen letters
- •3.3.1 Reply to an advertisement
- •3.3.2 Enquiry from a retailer to a foreign manufacturer
- •F. Lynch & Co. Ltd.
- •3.3.3 Request for an estimate
- •3.4 Points to remember
- •Writing letters of enquiry
- •3.1 Complete the letter with the following phrases:
- •3.2 Below you will see parts of three letters of enquiry. Put the correct word or phrase in each blank. Choose from the following list. Use each item once only.
- •Replying to letters of enquiry
- •3.5 Below you will see parts of three letters answering an enquiry. Put the correct word or phrase in each blank. Choose from the following list. Use each item once only.
- •3.6 Read the letter of enquiry below, and cross out the one sentence which does not fit in.
- •3.7 Write a suitable reply to the letter in ex. 3.6, following the guidelines below.
- •List of References
- •Методические указания к практическим занятиям по деловой корреспонденции Часть 1
2.5 Points to remember
1. Before writing a letter of complaint, make sure you have got your facts right.
2. Complaints are not accusations; they are requests to correct mistakes or faults, and should be written remembering that the supplier will want to put things right.
3. Therefore, write calmly, clearly presenting all the relevant information and making any suggestions that might help put the matter right.
4. Never make the complaint personal (your mistake, your fault, you are to blame). Use an impersonal tone (the mistake, it must have happened because, the error).
5. When answering a complaint, apologize for the mistake, thank the writer for pointing it out to you, explain how it occurred (but don't blame your staff) and how you intend to deal with it.
6. If you need more time to investigate the complaint, tell your customer so.
7. If the complaint is unjustified, politely explain why, but sympathize about the inconvenience it has caused.
8. Remember that, whether your customer's complaint is right or wrong, he/she /s your customer and his/her comments about you to other people in your trade or profession can either improve or damage your reputation.
Making complaints
2.1 Jonathan Webb, Marketing Director of Executive Golfing Ltd, placed an order for an advertisement with an agency. On 15 May he stated the following requirements to Rachel Levy at rl Media:
• Publication: Ambition magazine
• Last date for submission of text: 10 June
• Issue date: 27 June
• Position: as specified - no alternative position accepted
• Payment: on last day of month following publication
• Advertisement to be approved before publication
It is now 5 July. Jonathan Webb has just received a copy of the latest issue of Ambition magazine with the advertisement in it. He has noticed that the advertisement did not appear as requested.
Read the letter that he sends to Rachel Levy, pointing out the mistakes and refusing to pay the agreed price. Choose the appropriate expression for each space.
Rachel Levy
RL Media
West View Rd
London
W16PL 5 July
Dear Rachel,
I have 1(just received / just got) the latest issue of your magazine and checked our advertisement. I'm 2(unhappy / sorry) to tell you that a number of mistakes have been made by RL Media. I wrote to you on 15 May 3(confirming / saying) the details of the advertisement. 4(Unfortunately / And) the following mistakes have 5(come up / occurred):
• The advertisement appeared in the issue of 4 July instead of 27 June.
• It was on a left-hand page instead of a right-hand page.
• It was placed in the last part of the magazine. We 6(said / specified) that it should be in the front part.
We 7(said strongly / made it clear) that the correct position of the advertisement was 8(absolutely vital / the most important thing). As you can imagine, the incorrect placing of the advertisement has caused us great 9(trouble / inconvenience) and will no doubt 10(affect / hurt) sales of our new product range. Due to all these errors, we 11(don't want to/ feel unable to) pay the full cost of the advertisement. I am, however, prepared to pay 40% of the cost and trust that you 12(like the idea / consider this acceptable).
I look forward to 13(receiving / hearing) your comments 14(as soon as possible / quickly). Yours sincerely
Jonathan Webb
Jonathan Webb
Marketing Director