Basics

Name Previous contact Formal / Neutral Dear Mr/Ms/Mrs Dupuis Dear Mary Thank you for your email of ... Further to your last email, ... I apologize for not getting in contact ith you !efore no . I am riting in connection ith ... I am riting ith regar& to ... In reply to your email, here are ... 'our name as gi$en to me !y ... (e oul& like to point out that ... I%m riting to let you kno that ... (e are a!le to confirm that ... I am &elighte& to tell you that ... (e regret to inform you that ... *lease fin& attache& my report. I%m sen&ing you ... as a p&f file.

E-mails phrase bank 1

Informal Hi/Hello Mary Mary,... (or no name at all) Thanks for your email. "e your email, ... #orry I ha$en%t ritten for ages, !ut I%$e !een really !usy. )ust a short note a!out ... I%m riting a!out ... Here%s the ... you ante&. I got your name from ... *lease note that ... )ust a note to say ... (e can confirm that ... +oo& ne s, -nfortunately, ... I%$e attache& ... Here is the ... you ante&.

Reason for writing

Giving information

Attachments Asking for information

.oul& you gi$e me some information .an you tell me a little more a!out ... a!out ... I%& like to kno ... I oul& like to kno ... *lease sen& me ... I%m intereste& in recei$ing/fin&ing out ... I%& !e grateful if you coul& ... I on&er if you coul& ... Do you think I coul& ha$e ... / Thank you in a&$ance for your help in this matter. I ill ... I%ll in$estigate the matter. I ill contact you again shortly. (oul& you like me to .../ If you ish, I oul& !e happy to ... 0et me kno hether you oul& like me to ... Thank you for your help. Do not hesitate to contact us again if you re1uire any further information. *lease feel free to contact me if you ha$e any 1uestions. My &irect line is ... I%m looking for ar& to ... (2 ing) +i$e my regar&s to ... 3est ishes "egar&s *lease coul& you ... .oul& you .../ .an I ha$e .../ I%& appreciate your help on this. I%ll ... I%ll look into it. I%ll get !ack to you soon. Do you ant me to .../ #hall I .../ 0et me kno if you%& like me to ... Thanks again for ... 0et me kno if you nee& anything else. )ust gi$e me a call if you ha$e any 1uestions. My num!er is ...

Requests

Promising action Offering help

Final comments

lose

0ooking for ar& to ... (2 ing) 3est ishes to .. #peak to/see you soon. 3ye (for no )/4ll the !est

Negotiating a pro!ect
Asking for information Requests "mphasi#ing a main point Asking for a suggestion $aking a suggestion Negotiating% &eing firm Negotiating% &eing fle'i&le Negotiating% agreeing Ne't steps losing (hat are your usual charges (fees/rates) for .../ .an you gi$e me some more information a!out .../ Do you think you coul& .../ (oul& you !e a!le to .../ My main concern at this stage is ... The main thing for me is ... Ho &o you think e shoul& &eal ith this/ (hat &o you think is the !est ay for ar&/ (hy &on%t you .../ (hat a!out if e .../ I un&erstan& hat you%re saying a!out ... (!ut ... ) I can see hat you%re saying, !ut ... (e oul& !e prepare& to ... (if ...) I am illing to ... (if ...) 5kay, I%m happy That%s fine. ith that for no .

E-mails phrase bank 2

I%ll !e in touch again soon ith more &etails. 0et%s talk ne6t eek an& see ho things are going. I look for ar& to orking ith you. I%m sorry that e coul&n%t use your ser$ices this time, !ut I hope there ill !e another opportunity.

hecking un(erstan(ing
)echnical pro&lems Di& you get my last message sent on .../ #orry, you forgot to attach the file. .an you sen& it again/ I got your email, !ut I can%t open the attachment. Di& you mean to sen& this/ I &on%t ant to open it in case it%s got a $irus. I%m not sure hat you meant !y .../ coul& you clarify/ (hich ... &o you mean/ I &on%t un&erstan& this point. .an you e6plain in a little more &etail/ 4re you sure a!out that/ #orry, hat I meant as ..., not ... I thought ..., !ut I may !e rong. I%ll check an& get !ack to you. The correct information is gi$en !elo . *lease amen& your recor&s accor&ingly. #orry, forget my last email. 'ou%re right. I hope this clarifies the situation. +et !ack to me if there%s anything else.

Asking for clarification

Giving clarification

lose

Arrangements
$eetings
Reason for writing *uggesting time/place *a+ing when +ou are/ are not free Formal / Neutral I%m riting to arrange a time for our meeting. (hat time oul& !e con$enient for you/ .oul& e meet on (&ay) in the (morning) at (time)/ I oul& !e a!le to atten& the meeting on Thurs&ay morning. I%m out of the office until 7pm. 4ny time after that oul& !e fine. I%m afrai& I can%t manage ne6t Mon&ay. I%& like to confirm ... That%s fine. I ill call/email you tomorro to confirm the &etails. This is to let you kno that I ill not !e a!le to atten& the ne6t meeting ne6t Thurs&ay. I on&er if e coul& mo$e it to .../ I apologize for any incon$enience cause&. I look for ar& to meeting you in 3russels. 0et me kno if you nee& to change the arrangements.

E-mails phrase bank 3

Informal )ust a 1uick note to arrange a time to meet. (hen oul& suit you/ Ho a!out (&ay) at (time)/ 4re you free sometime ne6t eek/

I%m free Thurs&ay am. I on%t !e aroun& until after lunch. 4ny time after hat is okay. #orry, can%t make it ne6t Mon&ay. Thurs&ay is goo& for me. That shoul& !e okay. I%ll get !ack to you if there%s a pro!lem. "e our meeting ne6t eek, I%m afrai& I can%t make Thurs&ay. Ho a!out ... instea&/ #orry for the incon$enience.

onfirming

hanging arrangements

lose

#ee you in 3russels. +i$e me a call if anything changes.

Invitations
Inviting Formal / Neutral (e oul& !e $ery please& if you coul& come to ... I oul& like to in$ite you to ... / atten& our ... *lease let me kno if you ill !e a!le to atten&. 3efore the meeting it oul& !e useful if you coul& prepare ... It oul& !e helpful if you coul& !ring ... Informal I%m riting to in$ite you to ... (oul& you like to come to .../ *lease let me kno if you can make it.

Prepare

*lease prepare ... !efore the meeting. *lease !ring to the meeting ... Thanks a lot for the in$itation. The &ate%s fine for me. I%& lo$e to come to the meeting. It soun&s like a great i&ea. Thanks a lot for your kin& in$itation. -nfortunately, I ha$e something else in my sche&ule on that &ay. I hope e can meet up soon. +oo& luck ith the meeting,

Accepting Thank you for your kin& in$itation. The &ate you suggest is fine. I oul& !e &elighte& to atten& the meeting. I am sure it ill !e $ery useful. Refusing Thank you for your kin& in$itation. -nfortunately, I ha$e another appointment on that &ay. *lease accept my apologies. I hope e ill ha$e the opportunity to meet on another occasion in the near future. I am sure that the meeting ill !e a great success.

,riting *t+les
"'ample phrases Formal / Neutral Thank you for your email recei$e& 87 Fe!. (ith regar&/reference to ... I oul& !e grateful if you coul& ... (e regret to a&$ise you that ... *lease accept our apologies for ... I as on&ering if you coul& ... (e note that you ha$e not ... (e oul& like to remin& you that ... It is necessary for me to ... It is possi!le that I ill ... (oul& you like me to .../ Ho e$er, .../I a&&ition, ... / Therefore, ... If you re1uire any further information, please &o not hesitate to contact me. I look for ar& to meeting you ne6t eek 4ssistance / &ue to / en1uire / inform / information / o!tain / occupation / possess / pro$i&e / repair / re1uest / re1uirements / $erify

E-mails phrase bank 4

Informal Thanks for the email. "e ... *lease coul& you ... I%m sorry to tell you that ... I%m sorry for ... .oul& you .../ 'ou ha$en%t ... Don%t forget that ... I nee& to ... I might ... #hall I .../ 3ut, ... / 4lso, ... / #o, ... If you%& like more &etails, let me kno . #ee you ne6t eek.

-atin / Anglo. *a'on origin

Help / !ecause of / ask / tell / facts / get / 9o! / ha$e / gi$e / fi6 / ask for / nee&s / check (pro$e)

/irect / In(irect
Requests Asking for permission Offering help $aking a suggestion *oftening a strong comment /irect .an you .../ *lease coul& you ... .an I .../ .oul& I .../ .an I .../ #hall I .../ (hat a!out ... (2ing)/ #hall e .../ There is a pro!lem. That ill !e $ery e6pensi$e. (e can%t &o that . That gi$es us $ery little time. It ill !e !etter to ask Hei&i. I &isagree. In(irect% polite / (iplomatic .oul& you .../ I as on&ering if you coul& ... Is it all right if .../ I on&er if I coul& .../ (oul& you like me to ../ Do you nee& any help ith .../ (hy &on%t e .../ *erhaps e shoul& .../ I%m afrai& there is a small pro!lem. It seems there is a slight pro!lem. That might !e 1uite e6pensi$e. (on%t that !e a !it e6pensi$e/ I%m not sure e can &o that. 4ctually, that &oesn%t gi$es us much time. (oul&n%t it !e !etter to ask Hei&i/ I can see hat you%re saying, !ut ... Don%t you think that .../ To !e honest, I think it might !e !etter to ...

ommercial
Request for information 0customer1
*a+ing how +ou got the contact Giving reason for writing General requests *pecific requests

E-mails phrase bank 5

(e met last Thurs&ay on your stan& at the Munich Tra&e Fair. I am emailing you off your e!site, hich I foun& through +oogle. (e are a manufacturer / supplier / pro$i&er of ... (e are intereste& in ... (e are a Turkish company e6porting to the :-, an& e nee& ... (e oul& !e grateful for some information a!out ... *lease sen& us information a!out your pro&uct range an& prices. In particular, e oul& like to kno ... *lease sen& full &etails of your prices, &iscounts, terms of payment an& &eli$ery times. .oul& you also say hether there is any minimum or&er. 4n early reply oul& !e greatly appreciate&. I look for ar& to an early reply, an& am sure that there is a market for your pro&ucts here in Hungary.

lose

Giving information 0supplier1

)hanks Giving factual information Thank you for your email of ; )une in1uiring a!out ... (e can 1uote a price of ... .IF / F53 Istan!ul. (e can &eli$ery !y ... (&ate) / ithin ... (perio& of time) The goo&s ill !e shippe& < &ays from receipt of a firm or&er. (e can offer a &iscount of ... on or&ers o$er ... . (e re1uire payment !y !ank transfer / letter of cre&it. 5ur normal proce&ure is to ... 5ur normal terms for first=time customers are ... (e can supply the items you re1uire &irectly from stock. I am attaching a &ocument that gi$es full &etails of ... I am attaching our current catalogue an& price lit as a p&f file. 'ou 'ou ill see that ... ill note that our line of .... is on special offer.

*a+ing what +ou are attaching 2ighlighting one or two ke+ points Answering specific questions

'ou ill also note that ... 5ur e6perience in this fiel& inclu&es ... (e &ispatch the goo&s ithin 7; hours of a firm or&er, an& for first=time customers our minimum or&er is > 8,???. I am afrai& that mo&el is no longer a$aila!le. Ho e$er, ... (e feel sure that ... May I suggest that I call you at your con$enience to &iscuss the matter further/ If you nee& any further information, please &o not hesitate to contact me. My &irect line is...

lose

$aking an or(er 0customer1

Open lose

E-mails phrase bank 6

Thank you for your recent email, an& e accept your 1uotation. 5ur complete& or&er form is attache&, an& e gi$e full !ank &etails !elo . *lease ackno le&ge receipt of this or&er.

onfirming an or(er 0supplier1

Open 'our or&er has !een recei$e&. (e can confirm that your goo&s ha$e !een shippe&. 'ou can track shipping &etails on our e!site. Due to e6ceptional &eman& these items are temporarily out of stock. (e hope to !e a!le to ship your or&er ithin ... &ays an& ill keep you fully informe&. (e apologize for any incon$enience this may cause. (e are confi&ent that the goo&s ill meet your e6pectations. #houl& there !e any 1uestions, please &o not hesitate to contact me, either !y email or phone

lose

Asking for pa+ment 0supplier1

First remin(er 3 open (e are riting concerning a payment of >87,@?? for in$oice num!er A)@BC hich is no o$er&ue. 4 copy of the in$oice is attache&. 4ccor&ing to our recor&s, the sum of >;,D?? is still outstan&ing on your account *lease sen& a !ank transfer to settle the account, or an e6planation of hy the !alance is still outstan&ing. If you ha$e alrea&y &ealt ith this matter, please &isregar& this email. (e coul& appreciate your cooperation in resol$ing this matter as soon as possi!le. 5n (&ate) I rote to you regar&ing your company%s unpai& account , amounting to >;,D??. May e please remin& you that this amount is still outstan&ing. I ish to &ra your attention to my pre$ious emails of (&ates) a!out the o$er&ue payment on your account. (e are $ery concerne& that the matter has not yet recei$e your attention. (e nee& a !ank transfer in full settlement ithout further &elay. .learly, this situation cannot !e allo e& to continue, an& e must ask you to take imme&iate action to settle your account. If you ha$e any 1ueries on this mater, please &o not hesitate to contact me. Thank you for your cooperation. Follo ing my emails of (&ates) I must inform you that e ha$e still not recei$e& payment for the outstan&ing sum of >;,D??. I rote to you on (&ates) regar&ing the !alance of >87,@?? on your account. I attach copies of !oth emails. This sum is no t o months o$er&ue. (e are $ery concerne& that the matter has not yet recei$e& your attention. -nless e recei$e payment ithin se$en &ays, e shall ha$e no alternati$e !ut to take legal action to reco$er the money. In the meantime, your e6isting cre&it facilities ha$e !een suspen&e&.

First remin(er 3 action

*econ(/thir( remin(er 3 open

*econ(/thir( remin(er 3 action

Final (eman( 3 open

Final (eman( 3 action

E-mails phrase bank 7

omplaints an( Apologies

omplaining 0customer1
Open I am riting ... in connection ith my or&er F#@E? hich arri$e& this morning. to complain a!out the 1uality of a pro&uct I !ought from your e!site. to complain a!out the poor ser$ice e recei$e& from your company. to &ra your attention to the negati$e attitu&e of some people in your customer ser$ices section 5ur or&er &ate& 8@ #eptem!er clearly state& that e ante& 8,??? items, ho e$er you ... The goo&s ere faulty / &amage& / in poor con&ition. There seems to !e an error in the in$oice /a misun&erstan&ing. The e1uipment I or&ere& has still not !een &eli$ere&, &espite my phone call you last eek to say that it is nee&e& urgently. The pro&uct I recei$e& as ell !elo the stan&ar& e6pecte&. To make matters orse, hen I calle& your company staff ... *lease replace the faulty goo&s as soon as possi!le. (e must insist on an imme&iate replacement / full refun&. -nless I recei$e the goo&s !y the en& of this eek, I ill ha$e no choice !ut to cancel my or&er. I hope that you ill &eal ith this matter promptly as it is causing me consi&era!le incon$enience.

omplaint

Request for action

lose

Apologi#ing 0supplier1
Open Apologi#ing /en+ing responsi&ilit+ Promising action I am riting in relation to your recent complaint. I as $ery concerne& to learn a!out ... *lease accept my sincere apologies. I oul& like to apologize for the incon$enience you ha$e suffere&. (e appreciate that this has cause& you consi&era!le incon$enience, !ut cannot accept any responsi!ility in this matter. e

.an you lea$e it ith me/ I%ll look into the matter an& get !ack to you tomorro . I ha$e looke& into the matter an& ... I ha$e spoken to the staff in$ol$e&, an& ... (e ill sen& replacement items / gi$e you a refun& imme&iately. I can assure you that this ill not happen again. (e%re ha$ing a temporary pro!lem ith ... . (e%re &oing e$erything e can to sort it out. e oul& like to offer you ...

ompensation To compensate for the incon$enience, lose

Thank you for !ringing this matter to my attention. *lease accept my assurance that it ill not happen again. 5nce again, I hope you ill accept my apologies for the incon$enience cause&. I $ery much hope you ill continue to use our ser$ices in the future. If you ha$e any further 1ueries, please &o not hesitate to contact me on my &irect line...

E-mails phrase bank 8

Personal
Being Frien(l+
4ou hear( something5 &ut +ou are not sure *omething is true5 &ut surprising *omething is o&vious or alrea(+ known Goo(/ &a( fortune *a+ing what +ou reall+ think Going &ack to a topic hanging the topic *ummari#ing with the most important point It seems that ... 4pparently, ... 4ctually, ... In fact, ... 5!$iously, ... 5f course ... -nfortunately, ... 0uckily, ... To !e honest, ... Frankly, ... (ell, ... #o, ... 4ny ay, ... 4ny ay, ... #o, ... 3y the 4ny ay, ... 3asically, ... ay, ...

Asking for a(vice

Open Asking for a(vice lose Formal/Neutral I%& like your a&$ice a!out a pro!lem I ha$e I as on&ering if you ha& any i&eas a!out .../ (hat oul& you a&$ise me to &o/ *lease rite !ack hen you ha$e the time an& let me kno hat you think. Informal I%$e got a !it of a pro!lem. Do you ha$e any i&eas a!out .../ (hat shoul& I &o/ *lease email me chance. hen you get the

Giving a(vice
Open Giving a(vice Result Options lose Formal/Neutral I as sorry to hear a!out your current &ifficulties. I think it might !e a goo& i&ea to ... Ha$e you thought of ... (2ing)/ This oul& mean that ... oul& !e prefera!le Informal I%m sorry you%re ha$ing such a har& time at the moment. I think you shoul& ... (hat a!out ... (2ing)/ That ay, ...

I think this option to ... (2ing)

I think it%s !etter than ... (2ing) I hope I%$e helpe& a !it.

I hope I ha$e !een of some help.

E-mails phrase bank 9

*uggestions
$aking a suggestion Accepting I think e shoul& / I suggest that e / 0et%s go to ... #hall e / *erhaps e coul&/(hy &on%t e go to .../ I suggest... /Ho a!out going to .../ It%s a great i&ea, I think your i&ea oul& ork really It might !e orth trying. ell.

Re!ecting

I%m not so sure a!out your i&ea. It soun&s like a goo& i&ea, !ut I &on%t think it oul& ork in practice. It soun&s like a goo& i&ea, !ut I can see one or t o pro!lems.

*pecial situations
)hanks Goo( luck ongratulations )ust a 1uick note to say many thanks for ... I really appreciate e$erything that you ha$e &one. +oo& luck ith ...I oul& like to take this opportunity to success in the future. Many congratulations on your promotion / ne I as &elighte& to hear the ne s a!out ... (ell &one, *lease gi$e my !est ishes/regar&s to ... 9o!. ish you e$ery

Best wishes Ba( news

I as so sorry to hear a!out ... I as really sorry to hear you%re not ell ...Hope you feel !etter soon. If there%s anything I can &o to help, let me kno .

6o& Application
Greeting Reason for writing 4our &ackgroun( an( e'perience )he !o& itself Referring to +our 7 Final comments Dear #ir/Ma&am (ith reference to your a&$ertisement on the ... applying for the post of... e!site, I am intereste& in

I am 7@ years ol& an& am currently stu&ying for a &egree in ... at ... -ni$ersity. For the last t o months I ha$e !een orking as a ... at ... . I am intereste& in this 9o! !ecause ... I feel that I oul& !e ell=suite& for this 9o!/ha$e a lot of e6perience in ... I ha$e attache& my .F as a (or& &ocument. 'ou as ... . 'ou ill also notice that ... . ill notice that I ... as ell

I oul& !e grateful if you oul& consi&er my application. 'ou ill see from my .F that t o people can !e contacte& as references, one is ... an& the other is from ... . I am a$aila!le for inter$ie in .../ !y phone any eek&ay afternoon, an& you can email me or telephone me on the num!er !elo . I look for ar& to hearing from you soon. 'ours faithfully

lose

E-mails phrase bank 10

Reports
Report structure
Intro(uction / Backgroun( 4s re1ueste& at the 3oar& meeting of 8C 4pril, here is my report. The report ill &iscus / consi&er / &escri!e / analyze / re$ie ... The report is !ase& on ... I ha$e &i$i&e& the report into three sections. The fin&ings / figures / results / in$estigations sho that ... It appears that ... . This has le& to a situation here ... The graph/ta!le sho s that ... 4s can !e seen in ta!le 8 / section 7 / figure <, ... 4s mentione& a!o$e, ... / ..., see !elo . ...an& I ill &iscuss this in more &etail !elo /in section <.7.

Fin(ings

*ignposts

onclusion / I ( oul& like to) suggest /recommen& that ... Recommen(ations My specific recommen&ations are as follo s. losing comments *lease ha$e a look at the report an& let me ha$e your comments. *lease feel free to contact me if you ha$e any 1uestions.

0inking
*equence

or&s
Firstly / secon&ly / finally In general / usually / on the hole

)alking generall+ ontrast A((ing another point "'amples Alternatives Real 0surprising1 situation *omething is o&vious $ost important point Rephrasing Result/consequence New topic

Ho e$er / ne$ertheless / on the other han& In a&&ition / moreo$er / on another point For e6ample / for instance / e.g. :ither ... or ... / alternati$ely / instea& of ... In fact, / actually, / as a matter of fact .learly / o!$iously / of course :specially / a!o$e all / in particular In other or&s / that is to say / i.e.

4s a result / therefore / for this reason In relation to / regar&ing / ith reference to

E-mails phrase bank 11

areful5 &alance( st+le

Giving &oth si(es of an argument In general ..., ho e$er ... 5n the hole ..., !ut ...

$aking a statement less Many / some ... general -sually / typically / often ... $aking a statement less It is possi!le / pro!a!le that ... certain It seems / appears that ... ... ten&s to !e... $aking a comparison less strong onclu(ing #u!stantially / consi&era!ly / much (2 comparati$e a&9ecti$e) #ignificantly / relati$ely (2 comparati$e a&9ecti$e) Marginally / slightly (2 comparati$e a&9ecti$e) 5n !alance, ... Taking all the a!o$e points into consi&eration, ...