BUSINESS WRITING- MEDIAZIONE

Facolt di Lingue Straniere.

Business Writing Module 2008 2009
(for mediaione!.
"eneral Writing #ec$ni%ues.
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BUSINESS WRITING- MEDIAZIONE
"eneral Writing #ec$ni%ues.
&l'a(s consider t$e follo'ing)
1. All business writing requires n initil i!enti"i#ti$n $" its *ur*ose.
%. Be wre $" t&e re!er ' use sign($sts ) eg. ne*t+ "urt&er,$re+ &$we-er.
/. Be #ler+ be brie".
0. 1&$$se w$r!s #re"ull2. W&2 use se-erl w&en $ne will !$ t&e 3$b4
5. Write in +aragra*$s - intr$!u#ti$n+ ,in ($int 1+ ,in ($int %+ su,,r2 6 #$n#lusi$n
7. #o*ic sentences - Intr$!u#e (rgr(& wit& ,in stte,ent .
#$e 'riting *rocess)
Alw2s &-e a *lan it ,2 t8e l$nger t$ (ln writing g$$! letter t&n t$ (&2si#ll2
write it.
Ste(s in writing9 I!enti"2 t&e (ur($se $" t&e letter ' sele#t ' $rgnise ' 1
st
!r"t ' #$n#lu!e '
e!it ' "inl !r"t.
+roof reading is ,ital: Re,e,ber t&t we $"ten !$n;t s($t $ur $wn ,ist8es. I" it is n$t
($ssible t$ &-e s$,e$ne else re! 2$ur w$r8+ re! it t&r$ug& lter ' ne-er
i,,e!itel2 "ter writing. Be wre $" 2$u $wn t2(i#l <t2($; $r s(elling err$rs n!
s2ste,ti#ll2 l$$8 "$r t&e,.
T&in8 b$ut structure9 su##in#t+ rele-nt+ #$rre#t register+ s(elling+ gr,,r+
(un#tuti$n+ (rgr(&ing.
#as- ac$ie,ement. =-e 2$u included all t$e necessar( information4 1n t&ere be
n $ut#$,e "r$, t&e #$ntents $" 2$ur letter 6 re($rt4 >ut 2$ursel" in t&e ,in! $" t&e
re!er+ !$n;t ,8e ssu,(ti$ns b$ut t&eir 8n$wle!ge. In $t&er w$r!s+ ,8e sure ll
t&e in"$r,ti$n is t&ere n! t&t it is #ler. W&t !$es t&e re!er lre!2 8n$w4 W&t
!$es t&e re!er wnt $r nee! t$ 8n$w4 W&t is t&e re!er;s ttitu!e li8el2 t$ be4
+oints to .ear in mind)
Logic sequen#e $" senten#es n! tenses
Sentence lengt$ ' ne-er t$$ l$ng+ ne-er ,$re t&n $ne sub$r!inte #luse ) i.e.
beginning wit& <&$we-er;+ <ls$; n! $t&er lin8 w$r!s..
Writing st(les n$ slng $r #$ll$quilis,s. 1$nsi!er w&et&er #ti-e $r (ssi-e is ,$st
((r$(rite n! ls$ re($rte! s(ee#& ) use $" #$n!iti$nl..
Alw2s be wre $" effect ' e-en t&e w$r! $r!er 2$u use #n #&nge t&e e,(&sis.
Formalit( In generl <?tin; w$r!s )""ir,+ #$n#lu!e+ !e,$nstrte+ !is#$-er . suggest
"$r,lit2@ s&$rter+ $"ten Ger,ni# w$r!s+ n! (&rsl -erbs ) s2+ en!+ s&$w+ "in! $ut .
s$un! ,$re #$n-ersti$nl.
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BUSINESS WRITING- MEDIAZIONE
Mt#& u( t&e -erbs $n t&e le"t wit& ,$re "$r,l lternti-e. T&en ,t#& e#& (ir $" -erbs
wit& (&rse $n t&e rig&t )in gr$u(s $" 0. t$ ,8e n e*(ressi$n.
1.set u( .#$n!u#t
1.t&e (r$ble, $" !istributi$n
%. #rr2 $ut b. in-estigte
%. sister #$,(n2 in =,burg
/. strengt&en #. estblis&
/. $ur ($siti$n in S$ut& A,eri#
0. l$$8 int$ !. #$ns$li!te
0. ,$re reser#& in t&is re
5. bu2 e. rel$#te
1. t&e ($ssibilit2 $" selling !ire#t
7. t&in8 b$ut ". (ur#&se
%. $ur &e!qurters t$ ?2$n
A. ,$-e g. ,lg,te
/. $ur rw ,terils t s$ur#e
B. #$,bine &. e*(l$re
0. t&e tw$ !e(rt,ents
C. s&$w i. (enetrte
l. t&e !e-el$(,ent $" new (r$!u#t
1D. w$r8 $ut 3. ##elerte
%. t&e i,($rtn#e $" t&e (r$3e#t
11. s(ee! u( 8. #l#ulte
/. new ,r8ets in Estern Eur$(e
1%. bre8 int$ l. !e,$nstrte
0. e*#tl2 w&t $ur ,rgins re
1/. (2 ,. #$llb$rte
1. t&e g$$!s wit&in t&e ,$nt&
10. sen! n. e*(l$it
%. st"" ##$r!ing t$ (er"$r,n#e
15. w$r8 t$get&er $. re,unerte
/. $ur #r$ss-#ulturl e*(ertise
17. ,8e use $" (. !is(t#&
0. $n t&e !esign $" t&e (r$!u#t
1A. use q. "$r,ulte
1. ll $ur res$ur#es
1B.buil! in r. #(itlise $n
%. se-erl new (r$!u#t "etures
1C. t&in8 u( s. in#$r($rte
/. t&e new $(($rtunities in t&e 1IS
%D. t8e !-ntge $" t. utilise
0. n i,,e!ite #&nge $" (ln
#o* #en least 'anted *$rases in .usiness 'riting/
A sur-e2 $" A+5DD ,ngers n! e*e#uti-es enr$lle! in writing (r$gr,,es n,e! t&e "$ll$wing ten s t&e
,$st $""ensi-e (&rses.
1. <T$ be (er"e#tl2 &$nest; ' &s e-er2t&ing else been !is&$nest4
%. <En#l$se! &erewit&+ (lese "in! E; - w$r!2+ !te!@ substitute <I en#l$se;.
/. <As 2$u 8n$w; <As 2$u re wre; <As (er #$n-ersti$n; ' unne#essr2+ ($ssibl2 insulting.
0. <I , writing t&is letter t$ in"$r, 2$uE; ' $b-i$us.
5. <>lese rest ssure!; ' re 2$u s8ing t&e re!er t$ t8e n(4
7. <>lese be !-ise! t&t; ' s2s n$t&ing.
A. <At 2$ur erliest #$n-enien#e; <s s$$n s ($ssible; ' t$$ -gue@ (r$-i!e s(e#i"i# !te.
B. <I" 2$u s&$ul! &-e n2 "urt&er questi$ns+ (lese !$ n$t &esitte t$ #$nt#t ,e; ' $-eruse!@
"in! "res&er e*(ressi$n su#& s <>lese #ll i" 2$u &-e n2 questi$ns.;
C. <F$r 2$ur (erusl;E <re-iew; E <#$nsi!erti$n; ' $ut!te! n! (retenti$us.
1D. <We #8n$wle!ge re#ei(t $"; - <T&n8 2$u "$rE;
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BUSINESS WRITING- MEDIAZIONE
0larit(.
1se *lain 2nglis$.
Short sentences re better9 15 ' %D w$r!s re i!el ) we #n retin 15 ' %D w$r!s in $ur s&$rt-
ter, ,e,$r2 "$r u( t$ /D se#$n!s..
E*er#ise9 1n 2$u rewrite t&is l$ng senten#e+ le-ing $ut unne#essr2 w$r!s n! se(rting
t&e ,in i!es4
<t&e lterti$ns $" t&e s2ste, were ,!e be"$re t&e !e!line but it ws e-i!ent t&t "urt&er
(r$ble,s w$ul! rise s$ it ws re#ti"2ing t&ese t&t #use! t&e !!iti$nl !el2 "$r w&i#& we
wis& t$ ($l$gise.;
&,oid re*etition
Unless "$r (rti#ulr e""e#t+ it is insulting
1se acti,e rat$er t$an *assi,e
e.g. <n i,(r$-e,ent &s been ,!e in qulit2; G <qulit2 &s i,(r$-e!;
&,oid unnecessar( 'ords
quite unique@ bs$lutel2 i,($ssible+ t t&is ,$,ent in ti,e+
Negative statements are harder to follow than positive ones:
It is n$t wit&$ut &esitti$n t&t I !-ise E better9 I &esitte t$ !-ise
Ma-e sure t$at it is clear '$ic$ nouns (our *ronouns are re*lacing
Hester!2 t&e letter ln!e! $n ,2 !es8 s$ I burne! it.
&,oid incorrect grammar 3 ,er.s4 tenses
in#$rre#t (r$n$uns )(lese #ll ,2 se#retr2 $r ,2sel".+ ),e n! ,2 ##$untnt.+
)t&e2 sw t&e ,nger n! I.
Sentence structure usually consists of Subject Verb - Object.
ommon spelling and punctuation errors:
. T&ere re t$ ,n2 (r$ble,s wit& t&is s#&e,e+
b. T&e #$,(n2 (2e! g$$! slr2
#. T&ere re n$t g$ing t$ #&ie-e t&is 2er;s trgets
!. Its n$t g$ing t$ be ($ssible
e. T&ere "$ur $" us
!inally" never use words whose e#act meaning you do not $now. Alw2s #&e#8 in !i#ti$nr2
n! 6 $r t&esurus.
+unctuation.
Mt#& t&e "$ll$wing uses wit& t&e ((r$(rite (un#tuti$n.
1. Full st$( . . t$ s&$w qu$te! #$,,ents@ "$r titles $" b$$8s+ (l2s+ s&i(s@ t$
in!i#te s(e#il ,enings $" w$r!@ t$ en#l$se w$r!s $r (&rses
being !e"ine!.
%. Iuesti$n ,r8 4 b. t$ ,r8 t&e en! $" senten#e unless questi$n $r e*#l,ti$n
,r8 is use!@ in bbre-iti$ns.
/. E*#l,ti$n ,r8 : #. t$ se(rte n $(ening e*(ressi$n "r$, w&t "$ll$ws@ t$ -$i!
,biguit2@ t$ s&$w nturl (use@ t$ se(rte ite,s in list.
0. 1$,, + !. t$ in!i#te t&e strt $" list $r series $" i!es@ be"$re n
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BUSINESS WRITING- MEDIAZIONE
e*(lnti$n@ t$ s&$w #$ntrst wit& w&t &s g$ne be"$re.
5. Br#8ets ) . e. t$ insert n <si!e; int$ senten#e.
7. 1$l$n 9 ". t$ lin8 !i""erent i!es in $ne senten#e@ be"$re e*(lnt$r2
(&rses intr$!u#e! b2 w$r!s li8e <"$r e*,(le; <t&t is; $r <n,el2;
A. Se,i#$l$n @ g. t$ in!i#te ,issing letters@ t$ "$r, (lurls $" bbre-iti$ns t&t
&-e "ull st$(s@ t$ s&$w $wners&i(.
B. A($str$(&e < &. t$ s&$w e,(&sis@ t$ in!i#te bre8 @ t$ i!enti"2 (rt $"
senten#e w&i#& is se(rte "r$, t&e ,in t&e,e.
C. Ds& -- i. t$ &el( (r$nun#iti$n w&ere (re"i* #retes !$uble letter@ wit&
#$,bine! w$r!s@ t$ &el( (re-ent ,biguit2@ t$ lin8 w$r!s@ wit&
(re"i*es@ w&en t&e en! $" line s(lits w$r! )"r$, t&e su""i*..
1D. =2(&en - 3. t$ s&$w n nswer is e*(e#te! t t&e en! $" senten#e.
11. In-erte! #$,,s J K 8. t$ s&$w e,$ti$n $r urgen#2
Some e5am*les.
%nverted commas ) eit&er single $r !$uble..
S$,e <#$ll$quilis,s; re rell2 slng.
M2 b$ss si!+ JI will ne-er resign.K
&yphen
>re-#$n#ei-e! i!es@ rel 8n$w-it-ll@ t&e ?$n!$n ' Brig&t$n r$ute.
'postrophe
Li, n! Mri;s &$use@ L$&n;s #r@ it;s rining $utsi!e@ M2 sisters; b$2"rien!s.
(ash
We tr-elle! b2 #,el - in#re!ibl2 un#$,"$rtble ' ll t&r$ug& t&e !esert.
It;s -er2 !i""i#ult ' s$ I &er:
olon
Bring t&e "$ll$wing ite,s9 &,,er+ s(nner+ nils+ s#rew!ri-er E
Business &ere &s been g$$!9 in Asi it &s been -er2 sl$w.
)rac$ets
Ge$"" Bn8s ) t&e =u,n Res$ur#es Dire#t$r. wnts t$ see 2$u t$,$rr$w.
Semicolon
S&e ws e*#ite! b2 t&e (r$($sl@ &$we-er E
It is es2 t$ see t&e si,ilrit2@ n2$ne #n tell t&e2 re twins.
*#clamation mar$
Wrning:
omma
Alt&$ug& I li8e &i,+ I rell2 !$n;t t&in8 t&t &e is g$$! #t$r.
It;s terrible "il,. =$we-er+ I li8e! t&e b$$8.
It;s -ilble in bl#8+ w&ite+ n! re!.
T&e girls+ w&$ were ll sisters+ were lw2s t$get&er.
+uestion mar$
W&$ re 2$u4
!ull stop
T&is is t&e en! $" t&e senten#e.
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BUSINESS WRITING- MEDIAZIONE
Writing #as-s.
T&e "irst t&ing 2$u s&$ul! !$ w&en 2$u re gi-en writing ts8 is t&in89
W=O re 2$u writing t$4
W&t is t&e >UR>OSE $" 2$ur (ie#e $" writing )as$ing for information" ma$ing a
complaint" giving an apology etc.4
W&t TH>E $" te*t re 2$u writing) letter ' n e,il- ,e,$ .4
=$w ,n2 (ie#es $" INFORMATION s&$ul! 2$u in#lu!e4
W&t STH?E s&$ul! 2$u use4 )Re,e,ber w&$ 2$u re writing t$.
Writing 0$ec-list.
0ontent and st(le.
Is 2$ur nswer t&e rig&t lengt&4 T&e s&$rt ts8 will usull2 tell 2$u t&e ,*i,u,
nu,ber $" w$r!s ' sti#8 t$ t&e,: On t&e $t&er &n!+ t&e letter s&$ul! be 3ust l$ng
en$ug& t$ in#lu!e all t&e require! in"$r,ti$n clearl( in suitble st2le.
H$u will l$se ,r8s i" 2$u !$n;t in#lu!e ll t&e require! #$ntent ($ints.
Is e-er2t&ing 2$u s2 #ler4
Is 2$ur st2le a**ro*riate t$ t&e questi$n )e.g. "$r,l $r in"$r,l.4
Is 2$ur st2le #$nsistent )e.g. n$ in"$r,l w$r!s n! #$ntr#ti$ns in "$r,l letter n!
n$ "$r,l (&rses $r en!ings in n in"$r,l situti$n.4
Will 2$ur writing &-e t&e e""e#t 2$u wnt $n 2$ur re!er4 )An! w$ul! 2$ur b$ss be
&((2 wit& it4.
=-e 2$u use! #$rre#t l2-$ut n! !$es it l$$8 (r$"essi$nl4
6rganisation.
=-e 2$u !i-i!e! 2$ur nswer int$ (rgr(&s4 D$ t&e2 loo- li8e (rgr(&s )e.g.
!$uble s(#e between $ne n! t&e $t&er.4
D$es e#& (rgr(& &-e ONE ,in i!e w&i#& is ((r$(rite t$ w&t 2$u re
writing4
Are t&e (rgr(&s in l$gi#l $r!er4
=-e 2$u use! lin8ing e*(ressi$ns t$ #$nne#t t&e i!es between t&e (rgr(&s )e.g.
&owever" %n addition et#.4
Language.
=-e 2$u ,!e sure 2$ur lnguge is #$rre#t4
=-e 2$u in#lu!e! rnge $" gr,,ti#l stru#tures4
=-e 2$u use! rnge $" -$#bulr2 n! is 2$ur -$#bulr2 s(e#i"i# )e.g. to ma$e an
appointment, complaint" to contact suppliers" to complain about something etc.4
=-e 2$u use! ti,e e*(ressi$ns ((r$(ritel2 )e.g. when" after" as soon as I do
s$,et&ing ' n$t "uture tense.4
Is 2$ur &n!writing es2 t$ re!4
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BUSINESS WRITING- MEDIAZIONE
Are 2$ur s(elling n! (un#tuti$n #$rre#t4
=-e 2$u #&e#8e! "$r ,ist8es w&i#& 2$u t2(i#ll2 $"ten ,8e4
23M&7LS
7. F68M&L 9 7:F68M&L Mt#& t&ese e*#er(ts s$ t&t t&e2 ,8e % se(rte e,ils.
1.
A. T&n8 2$u -er2 ,u#& "$r 2$ur e,il $" 1D N$-e,ber. I ws !elig&te! t$ &er b$ut 2$ur
-isit t$ t&is #$untr2. I , writing t$ in-ite 2$u t$ tten! $ur #$n"eren#e.
B. It ws gret t$ &er "r$, 2$u n! I;, rell2 (lese! 2$u;re #$,ing t$ -isit us. I &$(e 2$u;ll
st2 wit& us ' We;-e g$ l$!s $" r$$,.
%.
A. W&2 !$n;t 2$u gi-e ,e ring w&en 2$u get &ere4
B. M2 I suggest t&t 2$u (&$ne ,e u($n rri-l4
/.
A. I l$$8 "$rwr! t$ ,eeting 2$u.
B. I;, rell2 l$$8ing "$rwr! t$ seeing 2$u gin.
0.
A. I" 2$u nee! "urt&er in"$r,ti$n (lese !$n;t &esitte t$ #$nt#t ,e.
B. ?et ,e 8n$w i" t&ere;s n2t&ing else 2$u;! li8e t$ 8n$w.
5.
A. Best regr!s.
B. Till s$$n
F$r (r#ti#e see )usiness )enchmar$+ (ge 10% ' 10/.
77. B2"7::7:" ; 2:<7:".

1. W&i#& $" t&ese is ((r$(rite t$ "inis& n e,il4
. Best. b. T&n8s #. Misses !. H$urs "it&"ull2 e. B2e "$r n$w ". Regr!s
g. ?$-e &. 1 U ?BR
%. W&i#& $" t&ese is ((r$(rite t$ tell t&e re!er w&t t&e e,il is b$ut4
. Sub3e#t9 b. Ob3e#t9 #. Re9 !. 1$,(lint e. Res($nse t$ t&e in-itti$n
". A($l$gise "$r t&e i,($ssibilit2 t$ #$,e t$ t&e stu!i$ $(ening. g. A($l$g2
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BUSINESS WRITING- MEDIAZIONE
777. M6<&LS 7: 23M&7LS.
hoose the correct word.
1. That shall / should be possible.
2. Can / Shall you give me some product information ?
3. Do you think you could / would send me some more details please?
4. I will / would appreciate your suggestions.
. !et me kno" "hat time would / should suit you best.
#. I will / would be grateful if you could / should give me some
information about $
%. &e should / would be prepared to give you a discount if $
'. That might / would be possible. !et me get in touch "ith my boss.
(. I)m sorry "e couldnt / wouldnt use your agency for the advertising this
year.
1*. +o" do you think "e shall / should deal "ith this?
11. I think "e need to have / would have second thoughts about this.
12. I could / can assure you that "e have al"ays had good feedback about
our services.
7=. 2<7#7:" 23M&7LS.
Correct the mistake(s) in each sentence.
1. I)m sorry I haven)t contacted you for ages, but I been really busy.
1. If you re-uire any further informations, please do not hesitate to contact
me.
2. I)m afraid but "e haven)t received your payment yet.
3. I look for"ard to meet you ne.t "eek.
4. I "ill be grateful if you could send me some clarification about this.
. It "ill be better for me if "e fi. the appointment for early afternoon rather
the morning.
#. I am totally agree "ith you on this point.
%. &e "ill provide for the lunch and transport.
'. /t the meeting "e "ill discuss on the follo"ing points.
(. I "ould kno" something about your plans for the launch in the 0pring.
B
BUSINESS WRITING- MEDIAZIONE
Add the missing word in each phrase below.
1. If you like any more details, 1ust let me kno".
2. I look for"ard to hearing you soon.
3. &ith reference your en-uiry, I)ve attached the information you need.
4. I "ould appreciate if you could get back to me on this.
. &hat time "ould convenient for you?
#. &e are "riting to inform that$
%. &e are able confirm that$
'. I apologise the delay in your order.
(. 2ou only sent 1** units instead 1*.
1*. I regret inconvenience "e caused.
=. 06M+L&7:#S =7& 23M&7L.
Complete the emails of complaint with words from the box below.
1. I am "riting to e.press my strong $$$$$$$. "ith the goods "hich
"ere $$$$$$$$. today.
2. I am "riting to $$$$$$$$$. about the $$$$$$$.. of the
dress "hich I bought from your catalogue.
3. I am "riting in $$$$$$$$.. "ith the poor service and negative
$$$$$$$$$ of your holiday reps.
4. /ma3ingly, my order has still not been $$$$$$$$, despite 3 phone
calls to say that it is needed $$$$$$$$$$.. .
. I e.pect a full $$$$$$$$$. , or else I "ill be forced to take the
matter $$$$$$$$$$$
#. $$$$$$$.. the goods arrive by 4riday, I am afraid "e "ill have to
$$$$$$$$$.. the order.
%. I "ould $$$$$$$$$ it if the damaged goods could be
$$$$$$$$$ by return of post.
'. I think that I should be $$$$$$$$$$. to a
$$$$$$$$$$$ .
complain dissatisfaction delivered entitled received -uality
refund unless further appreciate connection replaced
attitude cancel urgently replacement
Complete these tpical phrases.
To "rite in co$$$$$$$$$$$$$$. "ith something.
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BUSINESS WRITING- MEDIAZIONE
To need something ur$$$$$$$$$$.
To e.press strong dis $$$$$$$$$$$$ "ith something.
To demand an immediate re$$$$$$$$$..
To take the matter f$$$$$$$$$$$
To cause somebody great inc$$$$$$$$$$$$$.
Complete these sentences.
1. 2ou only sent 3 books instead $
2. 2ou only sent 3 books in spite of $$$$$$..
3. 5ven though I paid for 4 books, $$$$.
4. I paid for 4 books6
. I paid for 4 books,
=7. &+6L6"72S.
Complete these tpical phrases.
1. 7lease accept my $$$$$$$$$$$..
2. I can assure you that $$$$$$$$$$.
3. I apologise again $$$$$$$$$$$$
4. &e are sending you a small gift $$$$$$..
. I)ll look into the matter urgently and $$$$$$$$$$.
#. Thank you for bringing $$$$$$$$$$$$$$$...
%. 8an you leave it $$$$$$$$$$$$$.?
'. I assure you "e are doing everything "e can to $$$$$$$$$.
=77. 1S2F1L +>8&S2S.
7nformal :eutral
0ontact =i 6 =ell$ L$n
L$n+ E. ) $r n$ n,e t ll.
Der MsE..
Der L$n
7ntroduction T&n8s "$r 2$ur e,il.
Re 2$ur e,il
T&n8 2$u "$r 2$ur e,il.
8eason for email I;, writing b$ut E
Lust writing t$ s2 E
I g$t 2$ur n,e "r$, E
I , writing in #$nne#ti$n wit& E
H$ur n,e ws gi-en t$ ,e b2E
&ttac$ments I;-e tt#&e! E
=ere;s t&e tt#&,ent re E
>lese "in! tt#&e! E
I , sen!ing 2$u E in *l
&s-ing for
information
I;! li8e t$ 8n$wE
>lese sen! ,eE
1n 2$u tell ,e s$,et&ing
b$ut E
I w$ul! li8e t$ 8n$w
I;, intereste! in re#ei-ing
in"$r,ti$n b$ut E
1$ul! 2$u gi-e ,e s$,e
in"$r,ti$n b$utE
"i,ing information Lust t$ s2E
Gl! t$ s2 E
I;, writing t$ let 2$u 8n$w t&tE
I , (lese! t$ s2 t&t E
1D
BUSINESS WRITING- MEDIAZIONE
Un"$rtuntel2 E I regret t$ in"$r, 2$u t&t E
8e%uests )>lese. 1$ul! 2$u E
1n 2$u let ,e &-e E
T&n8s "$r 2$ur &el(.
I;! be grte"ul i" 2$u #$ul! E
I w$n!er i" 2$u #$ul! E
T&n8 2$u in !-n#e "$r 2$ur
&el(.
6ffering S&ll I E4
D$ 2$u wnt ,e t$ E4
?et ,e 8n$w i" 2$u wnt ,e t$
E
W$ul! 2$u li8e ,e t$ E4
D$ get in t$u#& i" 2$u w$ul! li8e
,e t$ E
+romising action I;ll E
I;ll l$$8 int$ it
I;ll get b#8 t$ 2$u $n t&is s(
I;ll "in! $ut b$ut t&e situti$n
I will #$nt#t 2$u b$ut t&is s&$rtl2
0onclusion T&n8s gin "$r E
?et ,e 8n$w i" 2$u nee!
n2t&ing else.
I" 2$u &-e "urt&er questi$ns
3ust let ,e 8n$w
T&n8 2$u gin "$r 2$ur &el(.
I" 2$u require n2 "urt&er
in"$r,ti$n 6 &el( !$ n$t &esitte
t$ get in t$u#&
>lese "eel "ree t$ #$nt#t ,e i"
2$u nee! n2t&ing else.
0lose S(e8 t$ 6 See 2$u s$$n
?$$8ing "$rwr! t$ E)Eing
2$u.
Best wis&es
B2e "$r n$w
Till s$$n
Best wis&es
I , l$$8ing "$rwr! t$E) Eing.
Regr!s
&rranging a meeting W&en s&$ul! we ,eet4
W&en w$ul! suit 2$u4
=$w b$ut E!2 t )ti,e.4
Are 2$u "ree s$,eti,e t&is
wee84
W&en w$ul! be #$n-enient "$r
2$u4
W$ul! E.. be #$n-enient4
1$ul! we ,eet $n E. t E.4
&,aila.ilit( An2 ti,e in (.,. is OM "$r ,e
I;, "ree $n E
S$rr2 I #n;t ,8e it $n E
I , -ilble in t&e "tern$$n
E!2 w$ul! be "ine "$r ,e
I;, "ri! I #n;t ,nge E
0lose See 2$u in )Miln. $n
)T&urs!2.
I l$$8 "$rwr! t$ seeing 2$u $n
T&urs!2
?#$is 'or- on emails $as .een ada*ted from material in email English4 +aul 2mmerson4 Macmillan4 200@
'$ic$ is $ig$l( recommended for students 'is$ing to im*ro,e t$is t(*e of 'ritten 2nglis$.
=777. Writing +ractice n$w (ou write.
A. H$u wnt t$ #&nge t&e !te $" ,eeting "$r t&e se#$n! ti,e. Write n e,il.
2. H$u wnt s$,e in"$r,ti$n b$ut #$,(n2;s (r$!u#t $r ser-i#e. Write t$ t&e,.
11
BUSINESS WRITING- MEDIAZIONE
B. H$u wis& t$ #&nge &$tel b$$8ing.
@. H$u wnt t$ rrnge t$ see "rien! $" 2$urs. M8e suggesti$n.
Letter Writing Module 3 Model Letters.
(0omments on .usiness e5am. Se*tem.er 2002C
A. &cti,it(9
H$u re ?$gisti#s Mnger $" D=? Deli-eries Internti$nl+ bse! t 17 >r8 W2+ O*"$r!+ ON 7C FG. H$u
&-e been in-ite! t$ gi-e tl8 t t&is 2er;s Internti$nl Trns($rt n! Distributi$n 1$n"eren#e+ w&i#& is
g$ing t$ be &el! in Glsg$w in N$-e,ber. T&e e-ent is being $rgnise! b2 Organi-ers .td.+ $" G$ =$use+ 77-
7B Wlnut W2+ Wt"$r!+ =erts. WF 7C =L. H$u gree t$ t&e ti,e n! t&e !te t&e2 suggest in t&eir letter+ but
&-e reser-ti$ns b$ut #ertin ($ints t&e2 ,enti$ne! $r negle#te! t$ ,enti$n.
Spea$er fee:
/ravel e#penses:
&andouts" notes for
delegates:
*0uipment:
/e#t of tal$:
Organizers! letter
O/5D
n$t ,enti$ne!
s(e8er t$ (r$-i!e
$-er&e! (r$3e#t$r
"ull te*t t$ $rgniPers $ne ,$nt&
in !-n#e
Dour ,ie'
O5DD
ir tr-el+ t*is+ &$tels+ ,els
nee! t$ (&$t$#$(2 t&e, t
#$n"eren#e site )t$$ &e-2 t$ #rr2.
ls$ nee! -i!e$ #ssette re#$r!er
Q /5,, sli!e (r$3e#t$r $r ll
!$wnl$!e! $n #$,(uter
$utline (ln $nl2 )ne-er write "ull
te*t.
Write n ((r$(rite n! !equte letter in re(l2 t$ t&eir in-itti$n. T&e (ers$n t Organi-ers .td w&$ wr$te t$
2$u is Ms ?in M2&ew+ t&e S(e8er OrgniPer.
2. &**roac$.
A9 Stru#ture.
Be"$re writing 2$ur nswer+ 2$u s&$ul! list $n r$ug& ((er t&e ($ints w&i#& 2$u wis& t$ ,8e+
n! t&en !e#i!e &$w ,n2 (rgr(&s t$ &-e n! w&i#& ($ints s&$ul! be in e#&. F$r
e*,(le+ ,n2 letter &-e t&is stru#ture9-
1st paragraph ' Res$n "$r writing.
e.g. T&n8 2$u "$r 2$ur letter enquiring b$ut $ur !eli-er2 ser-i#es. We &-e gi-en 2$ur
s(e#i"i# require,ents ,u#& t&$ug&t+ n! I , writing t$ suggest #$n#rete w2s in w&i#&
$ur "ir, ,2 be ble t$ &el(.
2
nd
" 3
rd
" 4
th
paragraphs ' Min ($ints
T&e 8e2 ,essges $" t&e letter+ wit& $ne (rgr(& (er 8e2 ($int.
e.g. A (rti#ulr ($int w&i#& we w$ul! li8e t$ !is#uss t t&e ,eeting is t&e questi$n $"
!is#$unts. T&is s(e#tE
.ast paragraph ' T&e ne*t ste(.
1%
BUSINESS WRITING- MEDIAZIONE
e.g. I &$(e t&t t&is (r$($sl ,eets 2$ur require,ents n! t&t we will be ble t$ ssist 2$u.
I suggest t&t I gi-e 2$u #ll wit&in t&e ne*t wee8 t$ !is#uss t&is "urt&er. In t&e
,enti,eE
H$u ,ust !eter,ine t&e stru#ture n! 8e2 ($ints+ $n r$ug& ((er+ be"$re beginning t$ write
2$ur "inl -ersi$n $" t&e letter.
B9 ?2$ut.
T&ere re ,n2 ##e(tble -riti$ns $n letter (resentti$n+ n! s$,e t&t re quite si,(l2
wr$ng. We suggest t&e "$ll$wing ($ints $" l2$ut+ n! in!i#te ##e(tble -riti$ns.
T&is #n be s(re! #r$ss t&e t$( DHL Deliveries International
$" t&e (ge+ $r else $n t&e rig&t. 16, Park Way,
Oxford. OX 69 FG.
o!r ref: N$t ne#essril2 #$,(uls$r2.
O!r ref"
19
t#
$e%te&'er ())(. Ot&er "$r,ts re ($ssible. T&e !te ,2 ls$ be (l#e!
bel$w t&e sen!er;s !!ress i" it is $n t&e rig&t.
*s L. *ay#e+
$%eaker Or,aniser Full st$(s n! #$,,s #n be use! t t&e en! $" lines
Go Ho!se but re n$t ne#essr2. It is usul t$ use "ull st$(s "ter
66 - 6. Waln!t Way ?t!. n! R!.
Watford
Herts. WF 69 H/
Dear *s, *ay#e+, Sub3e#t line is un!erline! ) (r$bbl2 wit&$ut t&e use $" Sub3e#t $r Re9 .
Invitation to talk at Int. 0rans%ort 1 Distri'!tion 2onf.
0#ank yo! for 3 T&e (rgr(&s ll begin t t&e le"t ,rgin wit&$ut in!entti$n but wit&
bl$#8 s(#ing.
o!rs sin4erely, 5ours sincerely i" 2$u use t&e !!ressee;s n,e+ 5ours faithfully i" 2$u begin (ear
Sirs. S$,e -riti$ns re ##e(tble )e.g. US - Sincerely yours..

Erica Collins Signture
5. 2ollins Writer;s n,e. H$u ,2 !! Mr $r Mrs $r Ms in br#8ets "ter t&e n,e.
Lo,isti4s *ana,er Writer;s 3$b title+ un!erline! $r in br#8ets.
4.4. As ((r$(rite.
5n4.
1. A((r$(rite #one.
T&e situti$n s&$ul! tell 2$u w&et&er t&e letter is t$ "rien! $r t$ strnger+ n! w&et&er it s&$ul! be wr, $r
rt&er "$r,l. T&is ,ens+ be"$re 2$u write+ #$nsi!ering t&e i,(#t t&t we wnt t&e letter t$ &-e $n t&e $t&er
1/
BUSINESS WRITING- MEDIAZIONE
(ers$n. O"ten t&e t$ne $" t&e letter &s ,$re i,(#t t&n t&e #tul #$ntent: I" it is letter $" ($l$g2+ we ,ust
#tull2 s2 t&t we re <-er2 s$rr2 in!ee!;+ rt&er t&n tr2ing t$ be t$$ bris8 n! businessli8e. Mn2
#n!i!tes see, "ri! $" see,ing <t$$ &u,n; in business letter+ n! #$nsequentl2 write in rt&er
i,(ers$nl+ e-en ggressi-e st2le.
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BUSINESS WRITING- MEDIAZIONE
B. Model &ns'er.
DHL Deliveries International
16, Park Way
Oxford. OX 69 FG
16
t
!e"te#$er %&&%.
's. L. 'aye(
!"eaker Or)aniser
Go Ho*se
66 + 6, Waln*t Way
Watford
Herts.
WF 9 H-
Dear 's 'aye(,
International .rans"ort / Distri$*tion 0onferen1e
Thank you very much for your kind invitation to speak at the above Conference
in Glasgow in November.
The time and date you suggest are in fact quite feasible for me, am pleased to
say. !owever, there are a few other points which would like to raise.
"egarding the speaker#s fee, think that a rate of $%&&, in addition to air
travel, ta'is, meals and accommodation would be more appropriate, and hope
that you can agree to these terms.
(s regards the full te't you requested one month before the Conference,
should point out that my intention was to speak from notes instead, as never
use a full te't. Could therefore submit to you an outline plan of the
presentation)
Concerning equipment, note that you provide an overhead pro*ector. Could
also request a videocassette recorder and a +% mm slide pro*ector for use
during my talk) ,therwise we could download all the material on a computer
and pro*ect it in this way. n addition, owing to the number of handouts which
intend to distribute, would appreciate the use of a photocopier at the
Conference venue, prior to my talk.
do hope that the above points are acceptable, and would appreciate
con-rmation from you as soon as it is convenient. .any thanks once again for
your invitation to what will be, am sure, a successful and stimulating
Conference.
/ours sincerely,
E. Collins.
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BUSINESS WRITING- MEDIAZIONE
E. Collins
0ogistics .anager
@. 0omments on Model &ns'er.
A. F$r,t9
T&ese ,r8s re gi-en "$r #$rre#t ($siti$ning $" !!resses+ use $" ((r$(rite "$r,ule ) &ere Der 6s
6ayhew" n! 5ours sincerely.+ !te+ writer;s n,e n! 3$b title+ n! s$ $n. T&is ,$!el nswer "$ll$ws t&e
gui!elines #l$sel2+ n! w$ul! gin "ull ,r8s in t&is se#ti$n.
B. ?nguge 1$rre#tness9
>$ints re -ilble "$r -$#bulr2 n! s(elling+ gr,,r+ s2nt* n! (un#tuti$n. In t&is ,nner+ t&e
-$#bulr2 )"esible+ ((r$(rite+ sub,it. is well use! n! #$rre#tl2 s(elt+ n! t&ere re n$ gr,,ti#ll2-
relte! err$rs.
1. 1$ntent n! A((r$(rite T$ne9
1$ntent ' All t&e ($ints rise! in t&e questi$n re in#lu!e!. N$te t&e use $" #ler (rgr(&ing. One
(rgr(& "$r t&e "inn#il s(e#t ) "ee n! e*(enses.+ $ne "$r t&e te*t+ n! $ne "$r t&e equi(,ent. T&e
sub3e#t $" e#& (rgr(& is nn$un#e! wit& #ler signls su#& s Regr!ing+ 1$n#erning+ As regr!s.
T$ne ' T$ne is well &n!le! &ere in tw$ w2s9
T&e writer 8n$ws t&t s&e is g$ing t$ rise !i""i#ulties "$r Ms M2&ew in &er ,in (rgr(&s. S&e
t&ere"$re begins in n ((re#iti-e w2 )<T&n8 2$u -er2 ,u#& "$r 2$ur 8in! in-itti$n;.+ n! is sure t$
,8e ($siti-e ($int )gree,ent $n ti,e n! !tes . "irst. S&e en!s t&e letter wit& n e*(ressi$n $"
ent&usis,+ l,$st #$,(li,ent+ ll $" w&i#& (uts &er $t&er (rgr(&s in ,$re ($siti-e #$nte*t.
In $r!er n$t t$ see, t$$ !ire#t+ t&e writer uses #$n!iti$nl tenses in e*(ressi$ns su#& s + Ewould be
more appropriate+ ould % therefore rt&er t&n % thin$+ is right n! an %. T&e -er2 ($lite use $" do in % do
hope )lst (rgr(&. is n$t&er e*,(le $" <(#8ging; ($int t$ ,8e its (resentti$n ##e(tble t$ t&e
$t&er (ers$n.
T&is is n e*#ellent nswer ' /D
E. Second &ns'er.
DHL Deliveries International
16 Park Way, Oxford.
19/9/07 !eaker
Or"aniser, #o Ho$se
66 % 6& Waln$t
Way
Watford
$'(e)t* Invitation to +onferen)e.
Dear ,s ,ay-e.,
/-ank yo$ for t-e invitation, '$t I t-ink t-at t-e fee is too lo.. I al.ays ask
0100, yo$ s-o$ld !ay travel ex!enses too. 2nd I .o$ld need to $se a
!-oto)o!ier for all t-e -ando$ts. +an I $se a video)assette re)order and 31
44. !ro(e)tor also5
I )an send an o$tline !lan of 4y talk if yo$ .ant. I never $se a f$ll text.
Ot-er.ise, ti4e and dates O6.
17
BUSINESS WRITING- MEDIAZIONE
I re4ain at yo$r dis!osal for f$rt-er infor4ations.
7o$rs fait-f$lly,
Lo"isti)s Dire)tor.
6. 0omments on Second &ns'er.
A. F$r,t9 - >$$r. T&is w$ul! gin n$ ,r8s "$r t&is se#ti$n.
Err$rs &ere in#lu!e9
Sen!er;s !!ress s&$ul! be #entrl+ $r $n t&e rig&t.
A!!ressee;s !!ress s&$ul! be $n t&e le"t ,rgin.
A!!ressee;s n,e n! 3$b title s&$ul! be wit& t&e !!ress.
T&e sub3e#t line s&$ul! si,(l2 be un!erline!+ n! "ter <Der Ms M2&ew;. =ere it l$$8s li8e ,e,$.
T&e (rgr(&ing is n$t use! t$ se(rte $r gr$u( t&e ($ints intelligentl2.
5ours faithfully s&$ul! be 5ours sincerely+ s Ms M2&ew;s n,e is use!.
A"ter t&e signture t&ere s&$ul! be t&e n,e $" t&e writer
=is 3$b title s&$ul! be un!erline!.
B. ?nguge 1$rre#tness ' Rt&er we8.
T&e s(elling is #$rre#t+ s t&e writer ,inl2 uses w$r!s in t&e questi$n. One err$r is <in"$r,ti$ns;.
S$,e gr,,ti#l err$rs9
T&e se#$n! senten#e is in "#t tw$ senten#es run t$get&er.
t&e ne*t senten#e begins <An!;.
t&e <senten#e; beginning <Ot&erwise; &s n$ -erb.
1. 1$ntent Q A((r$(rite T$ne ' We8.
1$ntent9
<Tr-el e*(enses; #$ul! be s(e#i"ie!.
t&e writer ,enti$ns ,$st $" t&e ($ints in t&e questi$n+ but $nl2 in re"eren#e t$ w&t s&e wnts n! n$t t$
Ms M2&ew;s $""er.
T$ne9
Rer2 bru(t: T&e t&n8s re rt&er brie"+ n! t&e questi$n $" t&e "ee is rise! in t&e "irst senten#e:
T&e lnguge is t$$ !ire#t: % always as$ " you should pay" if you want.
1$,(re! t$ t&e ,$!el nswer+ t&e (r$n$un % is use! ,u#& ,$re. T&is gi-es n eg$#entri# i,(ressi$n.
T&e senten#e beginning < I re,in E < is ,e,$riPe! e*(ressi$n w&i#& see,s ri!i#ul$us &ere be#use it
#ls&es wit& t&e t$ne $" t&e rest $" t&e letter+ n! in "#t $ne #n i,gine little information t&t ,ig&t be
nee!e!.
F. Summar( of 0ommon 2rrors.
In#$rre#t l2$ut in ter,s $" ($siti$n $" !!resses+ !tes+ sub3e#t line+ n,es n! titles $" sen!er n!
!!ressee.
Wr$ng use $" "$r,ule )i.e. #$n"usi$n $" 5ours sincerely n! 5ours faithfully..
Filure t$ use (rgr(&s t$ se(rte ,3$r ($ints )$r t$ gr$u( relte! ($ints..
Ungr,,ti#l lin8ing $" tw$ senten#es.
Miss(elling $" -$#bulr2 (rinte! $n t&e questi$n ((er.
Intr$!u#ti$n $" ,e,$riPe! e*(ressi$ns w&i#& re n$t ((r$(rite in t&e #$nte*t.
1A
BUSINESS WRITING- MEDIAZIONE
Abru(t st2le+ t&r$ug& bsen#e $" #$n!iti$nl -erbs+ $-eruse $" %+ $r e*tre,e -$#bulr2 su#& s
<i,($ssible;.
F$rgetting t&t t&e relti$ns&i( #rete! wit& t&e (ers$n re#ei-ing t&e letter is s i,($rtnt s t&e #$ntent+
n! t&t e*(ressi$ns $" t&n8s+ &u,$ur+ #$n"i!en#e $r $(ti,is, #n &el( ,8e !i""i#ult ,essge
##e(tble.
.. Letter ty%es"
De4ide on t#e %!r%ose of t#e letter - 'ear it in &ind t#ro!,#o!t t#e
+ritin, %ro4ess.
Letter of en6!iry: state purpose, give useful background ( reason,
special circumstances, needs), state what action or response is needed.
7e%lyin, to en6!iry: thank acknowledge uery, give appropriate reply,
refer to enclosures offer further help, give contact details!names.
Letter of 4o&%laint: briefly outline nature of complaint, give details
(be specific), "ustify complaint, e#plain implications (danger, e#pense,
inconvenience), state what action wanted and deadline, indicate any
further steps if necessary (do not threaten action you cannot take $ in
any case, threats are generally better left as last resort).
7e%lyin, to 4o&%laint: acknowledge receipt, e#press empathy and
apologise as appropriate, give short e#planation (do not place blame),
state what action you can take, give contact details, name!s.
Letter of a%%li4ation: state "ob applied for, where found out about it,
give details of current status eg. age, "ob, state educational standard
(not details as will be in c.v.), state relevant e#perience in general
terms, ask for consideration of your application and indication of when
you can e#pect reply.
Letter of introd!4tion 8 re6!est: state your connection to
organisation or person, and briefly state reuest, give full details of
reuest, including reasons, state any time constraints, thank and give
your contact details including times.
1B
BUSINESS WRITING- MEDIAZIONE
Letter ,ivin, o%inion 8 %rotest or %raise: outline sub"ect, e#plain
purpose of letter, offer suggestions and e#planations of how to
implement, thank recipient for consideration of your opinion.
Letter of %rotest: state your reason for writing, give an outline of
the plan ! pro"ect you are against, say why using irony and ! or
rhetorical uestions, ask for action, close strongly.
9. 1seful *$rases ) S8ills "$r 1
st
1erti"i#te ' Writing+ M#,illn.
Greeting N,e un8n$wn) <ear Sir9Madam+
N,e 8n$wn) <ear MrE6 <ear MrsG 6 <ear Ms..S surn,e
Res$n "$r writing 7 am 'riting to G 7 am 'riting 'it$ regard to G
7 am 'riting on .e$alf of G
As8ing questi$ns 7 'ould .e grateful if G 7 'onder if (ou could G.
0ould (ou GH
Re"erring t$ t&eir letter 6($ints &s (ou stated in (our letter4 G. 8egarding G9
0oncerning G
Wit$ regard to G.
1l$sing e*(ressi$ns 7f (ou re%uire an( furt$er information4 *lease do not
$esitate to contact me.
7 loo- for'ard to $earing from (ou.
Signing $"" I" Der S n,e9 Dours sincerel(+
I" Der Sir6 M!,9 Dours fait$full(
)Der S "irst n,e 9 Dours4C
n,e H$ur "irst n,e S surn,e (rinte! #lerl2 un!er 2$ur signture
A0. Letters of 0om*laint.
Sam*le letter.
H$u re#entl2 -isite! l$#l s($rts #entre n! were !isstis"ie! wit& t&e ser-i#e (r$-i!e!. H$u &-e !e#i!e! t$
write t$ t&e ,nger.
1re"ull2 re! t&is !-ertise,ent "$r t&e s($rts #entre n! t&e n$tes 2$u &-e ,!e. Write letter t$ t&e
,nger+ #$,(lining b$ut t&e ser-i#e 2$u re#ei-e! n! suggesting i,(r$-e,ents.
Newtown 1ports Centre
Now in its third year, your sports centre o2ers
( fully3 equipped gym
1C
BUSINESS WRITING- MEDIAZIONE
4rofessional sta2
( swimming pool
5ull3si6e tennis courts
0essons in many sports
1o, get your trainers on and come on down.
4ractise your backstroke7 0ose a few pounds7
2e(to(n !"orts 0entre is te "la1e to $e3
Model.
Dour address
/he 6anager"
'ddress of Sports entre. (ate
<ear Sir9Madam4
7 am 'riting "$ll$wing re#ent -isit t$ t&e Newt$wn S($rts 1entre. 7 'ould li-e to e*(ress ,2 !is(($int,ent
wit& t&e ser-i#e I re#ei-e!.
Alt&$ug& t&e st"" were generll2 ($lite n! &el("ul+ t&e2 see,e! t$ l#8 bsi# s($rts 8n$wle!ge. N$ne $"
t&e, #$ul! $""er n2 !-i#e t$ ,e $n #&$$sing tennis r#8et. 7 suggest t$at (ou sen! 2$ur e,(l$2ees $n
suitble trining #$urses..
&not$er cause for com*laint 'as t&t t&e swi,,ing ($$l ws #l$se!. I un!erstn! t&t re(irs n!
,intenn#e nee! t$ be #rrie! $ut. =$we-er+ w&en I #lle! "$r in"$r,ti$n t&e !2 be"$re ,2 -isit+ t&e
re#e(ti$nist !i! n$t ,enti$n t&t t&e ($$l ws #l$se!. I" I &! 8n$wn+ I w$ul! &-e -isite! t&e s($rts #entre t
n$t&er ti,e.
Finall(+ $""ering less$ns in !i""erent s($rts is g$$! i!e+ but in m( o*inion t&e2 see, t$ be -er2 e*(ensi-e.
1$nsi!ering t&e ,e,bers&i( "ee+ t&e (ri#es $" less$ns s&$ul! be l$wer+ n! ,$re s($rts s&$ul! be $""ere!. I
ws !is(($inte! t&t neit&er !i-ing n$r win!sur"ing ws -ilble.
I &$(e 2$u will t8e t&ese ($ints int$ #$nsi!erti$n. 7 loo- for'ard to $earing from (ou.
Dours fait$full(4
L$e Bl$ggs.
AA. 0$ec-list.
W&en 2$u &-e written 2$ur letter+ #&e#89
It is formal letter
%D
BUSINESS WRITING- MEDIAZIONE
It in#lu!es all t$e information ne#essr2
H$u &-e as-ed all t$e %uestions (ou need to
T&e questi$ns re #$rre#tl2 "$r,ulte! indirect %uestions
T&e letter is !i-i!e! int$ *aragra*$s
H$u &-e c$ec-e! t&e letter #re"ull2 for mista-es
A2. Letters of &*olog( more *$rases.
T&e "$ll$wing (&rses re use"ul w&en writing letters $" ($l$g2 )Englis& "$r Internti$nl T$uris, +
?$ng,n.
T&n8 t&e (ers$n "$r bringing t&e ,tter t$ 2$ur ttenti$n
Thank you for bringing this matter to our attention.
E*(ress s2,(t&2
We are very sorry to hear that
A($l$gise i" ne#essr2
We apologise for
7lease accept our apologies for 8
Stte w&t #ti$n 2$u will t8e
Please be assured that we will
Re,in! t&e re!er t&t &is 6 &er relti$ns&i( wit& 2$u is i,($rtnt
We value your custom highly.
5our satisfaction is our priority.
M8e g$$!will gesture i" ((r$(rite
Please fnd enclosed a voucher for
AB. Letter Writing +ractice)
A. Ma( 200B
Re#entl2 2$u went $n business tri( t$ A,eri#. H$u "lew wit& Rirgin Atlnti# s usul+ but t&is
ti,e 2$u were n$t stis"ie! wit& t&e ser-i#e. Bel$w is list $" t&ings t&t went wr$ng.
Flig&t ws !el2e! b2 0 &$urs ' n$ e*(lnti$ns $r re"res&,ents $""ere! t ?$n!$n;s
Gtwi#8 Air($rt.
%1
BUSINESS WRITING- MEDIAZIONE
H$u ,isse! 2$ur #$nne#ti$n t$ >ittsburg&.
H$ur luggge !i! n$t rri-e t 2$ur !estinti$n until % !2s lter. H$u &! n$ #l$t&es "$r n
i,($rtnt ,eeting.
St"" were un&el("ul.
On t&e "lig&t s$,e (ssengers were n$is2 n! 2$u #$ul! n$t slee(+ but #bin #rew re"use!
t$ !el wit& t&e situti$n.
H$u s8e! "$r n isle set but were gi-en set in t&e ,i!!le.
Use t&is in"$r,ti$n t$ write letter $" #$,(lint t$ t&e Rirgin Atlnti# 1ust$,er Relti$ns
De(rt,ent+ UM. T&e O""i#e+ Mn$r R$2l+ 1rwle2+ West Susse*+ R=1D CNU. >2 ttenti$n t$
t&e l2$ut $" t&e letter. Use 2$ur $wn n,e n! !!ress.
2. Se*tem.er 200B
1&rles >inter re#entl2 "lew t$ A,eri# $n business tri(. =e &! -er2 un(lesnt "lig&t n!
wr$te t$ Rirgin Atlnti# t$ #$,(lin b$ut it. T&ese re t&e ($ints &e ,enti$ne! in &is letter9
4light "as delayed by 4 hours 9 no e.planations or refreshments offered at
!ondon)s :at"ick /irport.
;issed his connection to 7ittsburgh.
!uggage did not arrive at his destination until 2 days later. +e had no
clothes for an important meeting.
0taff "ere unhelpful.
<n the flight some passengers "ere noisy and he could not sleep, but
cabin cre" refused to deal "ith the situation.
+e asked for an aisle seat but "as given a seat in the middle.
2ou "ork for =irgin /tlantic 8ustomer >elations Department, ?@. The <ffice, ;anor >oyal, 8ra"ley, &est
0usse., >+1* (A?. &rite a reply to 8harles 7inter, 0ales ;anager, 7remium 5lectronics, 1%, The &aters,
4untley, +ants.
Pay attention to the lay out and tone of the letter.
B. Se*tem.er 200@
H$u w$r8 "$r ,nge,ent trining #$,(n2 w&i#& s(e#iliPes in se,inrs t$ #rete te,
s(irit in t$( ,nge,ent. Mr Ig$r ?en!l+ n i,($rtnt (r$s(e#ti-e #ust$,er "r$, =-el
Engineering+ >rgue+ (&$ne! 2$u ten !2s g$ t$ s8 2$ur b$ss+ Ms Lenn2 Br$n+ t$ gi-e n
intr$!u#t$r2 tl8 t tw$ !2 ,nge,ent trining sessi$n in >rgue in N$-e,ber.
H$ur b$ss+ Ms Br$n+ is w2 n! &s s8e! 2$u t$ write letter $n &er be&l". S&e le"t t&e "$ll$wing n$te "$r 2$u.
/pologise for delay "riting 9 reason.
%%
BUSINESS WRITING- MEDIAZIONE
8onfirm interest.
0tate terms for 2 days incl. talk B "orkshop
1$n"ir, !tes+ ti,es+ "#ilities Q equi(,ent nee!e! et#
:ive my usual special re-uirements so they can arrange accommodation
/re there areas of special interest for +avel 5ng. I should kno" about?
Dour com*an()
Team Management Services
3# Aorth >oad, &inchester.
0lients)
=-el Engineering, >rgue+ 83ech >epublic
@. Se*tem.er 200I
H$ur #$,(n2 w$ul! li8e t$ in-ite s(e8er+ ?i, Mell$ws+ "$r its nnul Sles 1$n-enti$n.
Write letter enquiring i" Mr Mell$ws is intereste! in gi-ing tl8. As8 w&t t$(i# &e ,ig&t tl8 b$ut+ n! &$w
,u#& &e w$ul! #&rge.
E*(lin &$w ,n2 (e$(le will be tten!ing t&e #$n-enti$n n! t&t 2$u will t8e #re $" t&e &$tel+
trns($rtti$n n! (ubli#it2 regr!ing 2$ur guest;s st2 n! inter-enti$n t t&e #$n-enti$n.
Des#ribe t&e &$tel ##$,,$!ti$n+ #$n"eren#e site n! gi-e t&e (r$($se! tr-el !etils )"r$, w&ere t$
w&ere..
Dour com*an()
BigRisi$n+ >O B$* 10/5+ Mn#&ester.
+ro*osed guest)
Mr ?i, Mell$ws+ 10+ T&e Wters+ Funtle2+ S=0NB
E. Ma( 200E
2ou are the assistant to the sales manager of Superga shoes.
Superga has been selling a range of their shoes in a chain of hypermarkets in Critain, but
there has been a sudden drop in the sales of your products in 5ngland.
&rite to the /0D/ headDoffice suggesting "ays to improve the situation.
Consider:
+o" the goods are displayed
%/
BUSINESS WRITING- MEDIAZIONE
The price
0pecial offers
Your company: 0uperga, =ia 0. 0ebastiano, !enate, 1*1** Torino
Addressee:
+o"ard ;ichaels
0hoe 7urchasing Department
/0D/ +ead <ffice
7orts"ood +ouse, +ampshire 8orporate 7ark, 8handlers 4ord, +ants.
I. Se*t. 200F
Ts8 1. ' s&$rt ts8
Write n e,il t$ t&e web-!esign #$,(n2 t&t !esigne! 2$ur #$,(n2;s web-site s8ing
t&e, b$ut u(gr!ing t&e site.
Write t$ Olg L$nes t SureWebDesign
gi-e 2$ur #$,(n2;s web !!ress
s2 w&2 t&e website nee!s u(gr!ing
s2 &$w 2$u t&in8 it ,ig&t be i,(r$-e!
s8 "$r n esti,te $" #$sts
Write no more than 9: words.
Ts8 %.- l$ng ts8
?st ,$nt& 2$u re(lie! t$ n !-ertise,ent in t&e news((er n! 2$u re#ei-e! t&is letter b#89
(ear Sir,6adam
/han$ you for you recent letter" concerning the post as Sales Supervisor at *#cel %ndustries.
% am pleased to enclose the application forms that you re0uested. % would be grateful if you
could complete them and return them to me as soon as possible.
%f you have any further 0uestions" please contact me.
5ours faithfully"
S. ;ones
7ersonnel (ept.
%0
BUSINESS WRITING- MEDIAZIONE
H$u &-e been ill n! 2$u were unble t$ re(l2 i,,e!itel2 ' sen! t&e, n$w t$get&er wit&
letter t$ ($l$gise n! e*(lin. In !!iti$n 2$u wnt s$,e ,$re in"$r,ti$n b$ut t&e ($st )3$b
!es#ri(ti$n+ &$li!2s+ w$r8ing &$urs n! strting slr2.. Write letter in#lu!ing ll t&ese
t&ings. Use 2$ur $wn n,e n! !!ress.
Write t$9
*#cel %ndustries.
24< .andsdown =oad"
5or$.
F. June 200F
Ts8 1. H$u &-e ,eeting in R$,e ne*t We!nes!2. Write n e-,il t$ #$llegue
e*(lin w&2 2$u;ll be $ut $" t&e $""i#e
s2 w&en n! &$w l$ng 2$u;ll be w2
s8 &er t$ t8e #lls "$r 2$u w&ile 2$u re w2
Write /5 ' 5D w$r!s.
Ts8 %.
La Bella Vita
"egional food and wine from 4iedmont
Tuscany
4uglia
4roduction and E'port
4aola "ossi
.arketing (ssistant e3mail8
prossi9labellavita.it
mob.
phone8 ++:;:<+&&;
%5
BUSINESS WRITING- MEDIAZIONE
1trada "ivoli, += phone8
&>>:><?++:
>&>@: Torino
H$u re >$l )$r >$l$. R$ssi. Ab$-e is 2$ur business #r!. H$ur b$ss &s s8e! 2$u t$
#$nt#t t&e $rgnisers ' S=OWFOOD - $" t&e Internti$nl F$$! E*&ibiti$n in ?$n!$n t$ get
s ,u#& in"$r,ti$n s ($ssible )#$sts+ b$$8ing+ !tes et#. b$ut &iring s(#e "$r stn! t
t&e e*&ibiti$n ne*t O#t$ber.
Write letter ' wit& "ull letter l2 $ut ' e*(lining w&t 2$ur #$,(n2 !$es n! s8ing "$r ll
t&e in"$r,ti$n 2$u nee!.
B. Lune %DDB
7lease note that you must do both tasksE
Part 1 short task
?st wee8 2$u ,et business "rien! w&$ in-ite! 2$u t$ t&e $(ening $" &is new stu!i$ ne*t
wee8. Un"$rtuntel2+ 2$u &-e 3ust !is#$-ere! t&t 2$u &-e n i,($rtnt ,eeting $ut $" t$wn
$n t&t !2.
H$u will #$nt#t &i, b2 tele(&$ne $r e,il "ter t&e $(ening n! rrnge -isit.
Write #$rre#tl2 li! $ut e,il n! tell &i, t&is. In-ent n2 n,es+ !tes $r $t&er in"$r,ti$n
2$u #$nsi!er ne#essr2. Write no more t$an @E 'ords
Part 2 long task
H$u w$r8 t Business 1entrl. T&e #$,(n2 #ts s (r$(ert2 ,ngers ) amministratore. in
?$n!$n.
H$u &-e re#ei-e! #$,(lint t&t (e$(le w&$ rent n $""i#e t&r$ug& 2$ur #$,(n2 t %7
T$wer =ll+ Est D$#8s+ (l2 -er2 l$u! ,usi# ll !2 n! e-er2 !2+ e-en t&$ug& t&e #$ntr#t
"$r t&e $""i#es s2s t&t <,usi# is n$t ll$we!;. Ot&er (e$(le in $""i#es in t&e s,e buil!ing s2
it is i,($ssible t$ w$r8.
Write "ull letter of com*laint t$ t&e,+ using #$rre#t l2$ut n! in-enting n2 in"$r,ti$n 2$u
#$nsi!er ne#essr2 )t&eir #$,(n2 n,e+ et#...
S2 w&t 2$u re writing b$ut@
S2 e*#tl2 w&t is wr$ng@
De,n! i,,e!ite #ti$n@
%7
BUSINESS WRITING- MEDIAZIONE
Gi-e t&e, wrning.
H$ur !etils9 Use 2$ur n,e+ >r$(ert2 Mnger+ Business 1entrl+ 10 T&e 1$urt+ D$#8ln!s+
?$n!$n.
Letters
Mar-ing Sc$eme.
+ass)
F.E 3 8
0ould .e sent out ,irtuall( unc$anged.
I.E 3 F
0ould .e sent out 'it$ minor c$anges to grammar4 s*elling etc.
0ontent 6K
8egister 6K
E.E I
Would cause t$e firm to lose some credi.ilit( if sent out. :oticea.le language errors.
Some *oints of content not dealt 'it$.
Fail)
@.E 3 E
Would cause anno(ance or misunderstanding if sent out. +ossi.l( t$roug$)
Missing references.
7rrele,ant 9 inade%uate content.
7na**ro*riate res*onse to t$e stimulus.
%A
BUSINESS WRITING- MEDIAZIONE
#oo man( language errors.
Wrong register 'ould cause offence.
+oor la(out ma-es reading a c$ore. e.g. no ga*s .et'een *aragra*$s.
0 @
#otall( inade%uate attem*t. Language errors *redominate. 7nco$erent. >as not
understood t$e stimulus.
&ssessment 0riteria.
An i,(ressi$n ,r8 $ut $" B is gi-en+ using t&e s#le b$-e. T&e tble s&$ws t&e t2(i#l
"etures $" w$r8 w&i#& will be wr!e! ,r8s wit&in t&e in!i#te! rnges. Su#& "etures
in#lu!e l2$ut )stn!r! letter "$r,ts n! #$n-enti$ns.+ #$ntent )((r$(rite n! rele-nt
in"$r,ti$n. n! lnguge )gr,,r+ -$#bulr2+ s(elling n! (un#tuti$n..
0$ec-list for Letter Writing.
<on!t <o
begin letter wit&$ut (ln
r,ble $n l$ng n! i,lessl2
in#lu!e irrele-nt+ tri-il $r $bs#ure ,teril
use 3rg$n+ $""i#ilese $r $ut $" !te (&rses
use slng $r $-er ",ilir ter,s
be -gue b$ut t&e #ti$n 2$u require
be &$stile+ sr#sti#+ ru!e+ $""ensi-e+ t#tless+
#$n!es#en!ing
be in!i""erent
ll$w letters t$ be sent be"$re #&e#8ing "$r
err$rs in #$,($siti$n $r w$r! (r$#essing
be #ler b$ut t&e i,s
(ln t&e ,in ($ints in l$gi#l sequen#e
-ee( it s&$rt n! si,(le (-iss.
e*(ress 2$ursel" #lerl2
$nl2 in#lu!e rele-nt ,teril
#&e#8 t&t t&e t$ne is ((r$(rite n! t&t t&is
is letter 2$u w$ul! be &((2 t$ &-e ,!e
(ubli#
be #ler b$ut requests $r $t&er t&ings 2$u
nee! !$ing
be sure t&t 2$u &-e #$-ere! ll t&e
ne#essr2 ($ints n! ,$-e! t&e #ti$n
%B
BUSINESS WRITING- MEDIAZIONE
use set (&rses w&ere t&e2 re n$t
((r$(rite.
"$rwr!.
BE 1OURTEOUS n! use t#t n$t
ggressi$n.
be sin#ere
A?WAHS 1=E1M FOR ERRORS: in s(elling
n! (un#tuti$n.
8emem.er9 On#e !es(t#&e! t&e letter is written re#$r!. Alw2s #&e#8 t&t 2$u w$n;t
regret t&e w$r!s 2$u &-e #$,,itte! t$ ((er:
%C