. . . ( . . . )

. . . 2009

..,. . . . ,..,..

/ . . . , .., .., ... . : . . . , 2009. .50 061800 (080116.65 ) - . . . . , 2009

HYPERLINK \l "_Toc231367425" BASICS4HYPERLINK \l "_Toc231367426" KEYS TO SUCCESSFUL WRITING4HYPERLINK \l "_Toc231367427" LAYOUT OF A BUSINESS LETTER10HYPERLINK \l "_Toc231367428" 2. COMMERCIAL LETTERS 14HYPERLINK \l "_Toc231367429" 2.1. INTRODUCTION 14HYPERLINK \l "_Toc231367430" 2.2. INQUIRY (ENQUIRY) 16HYPERLINK \l "_Toc231367431" 2.3. REPLY TO ENQUIRY (OFFER) 18HYPERLINK \l "_Toc231367432" 2.4. ORDERS, COVERING LETTERS, ACKNOWLEDGEMENTS AND REFUSALS 21HYPERLINK \l "_Toc231367433" 2.5. COMPLAINTS AND RESPONSES 25HYPERLINK \l "_Toc231367434" 3. MEMOS, E-MAIL, FAXES 28HYPERLINK \l "_Toc231367435" INTRODUCTION 28HYPERLINK \l "_Toc231367436" 3.1. MEMOS 31HYPERLINK \l "_Toc231367437" 3.2. E-MAILS 33HYPERLINK \l "_Toc231367438" 3.3. FAXES 37HYPERLINK \l "_Toc231367439" HIRING AND FIRING LETTERS 40HYPERLINK \l "_Toc231367440" 4.1. RESUME 41HYPERLINK \l "_Toc231367441" 4.2. APPLICATION LETTER 44HYPERLINK \l "_Toc231367442" 4.3. LETTER OF REFERENCE 46

BASICSKEYS TO SUCCESSFUL WRITINGCorrespondence is a key aspect of the world of commerce and business. It reflects on the competence and professionalism of the person who has written it and the company he or she works for. Clear, effective correspondence is an important part of running an efficient business, and can promote good relations between individuals, departments and companies.Learning to write well in a foreign language is one of the most difficult challenges facing the language learner. Finding the right words, using an appropriate style, respecting conventional formats, and correct spelling are just a few of the areas to consider. The types of business correspondence we use nowadays are:business lettersmemosfaxesemailsminutesreports press releases.Know the Purpose and Scope of Your Document

Before you begin writing; know the purpose for which you are writing and what you want your document to accomplish. As you write, keep your primary objective in mind (you could even type it at the top of your document and refer to it throughout the writing process, if needed; you can delete it when you are finished with the initial draft), and never stray from it. However, if in the course of your writing you discover that your focus has changed, thats okay. Simply make sure to revise your writing as needed to reflect your new purpose in order to maintain a clear, coherent document. Tell readers early on how they will benefit from reading your documentwhat they will be able to accomplish, what information they will be able to gain, what product or service they will be able to purchase that will make their lives better or easier, or in what other way they will be able to benefit from reading your document..Identify (and Write to) Your Audience Knowing to whom you are writing will help you determine the tone and content of your document. If youre not exactly sure who your audience is, ask yourself who you are writing the document for or who is most likely to benefit from what you are writing. If you are writing with the intent of selling a product or service to someone or promoting a cause, you may want to ask yourself: What age are my intended readers? Whats their background? Where do they live? What stage of life are they in? What are their interests? What is important to them? These and similar questions will help you to target and write to your audience. As you write, do be careful of technical and other jargon, acronyms, and abbreviations. Unless you are writing for a very specialized field, it is best to avoid jargon and to spell out acronyms and abbreviations on their first use. No matter your audience, you generally dont need to be overly stuffy or formal; a normal, conversational tone will usually do the job.Understand the Needs of Your Reader Once you have identified your audience, try to anticipate the information that your reader will want or need, and identify and include that information in your document as you write. Also try to address any potential arguments or concerns readers might have, and address those, as well.Organize Your Document Follow the standard format for the type of document you are writing, whether it be a memo, letter, e-mail, rsum, report, advertisement, project summary, or other communication.For longer documents, start with an outline, and work from there. The beauty of word processors is that you can easily restructure your ideas later if necessary. Creating an outline helps you determine early on if you are including all of the information that you need to. To help you be as complete as you need to be, ask yourself who, what, where, when, why, and how. Who am I writing to? What is my purpose? And so on. Though you will not always need to answer all of these questions in your documents, you will probably want to include information to answer most of them most of the time.In your introduction, tell the reader the purpose of your document and what you want him or her to do. In subsequent paragraphs, group related information together, and generally include only one key point in each paragraph or section. When listing information in paragraph format, use first, second, third, and so forth, or use a bulleted list, in order to help your reader easily follow the organization of your document.For longer works, also use headings and subheadings to indicate the sections of your document. Such visible structure allows readers to find the information that they need quickly and easily.In your conclusion, restate the main purpose of your document, and tell the reader what you want her or him to do with the information you are providing, whether that be to buy a product or service, change or adopt a company policy, give you a promotion, etcetera.Identify the Benefits to the Reader Especially for advertising, sales copy, and other documents meant to persuade, identify and emphasize the benefits of a product, service, or policy, for example, rather than just its features.Not:Our newest line of express buses has built-in Wi-Fi, AC power outlets, and individual reading lights.

But:With our newest line of express buses, youll be able to work, or play, with ease. Browse the Internet, chat with friends online, play your favorite online games, or check your e-mail using our free Wi-Fi; read your favorite novels or do your work using individual reading lamps (or sleep while the guy next to you reads); or charge your cell phone or plug in your MP3 player or laptop using our AC power outlets. You can do it all with ease on the new express buses!Be Concise Write concisely. Busy people in the workforce dont have time to read any more than they have to. Use short words and sentences rather than long ones when possible, and eliminate unnecessary information. (For more information on this subject, see the article on Conciseness.)However, dont be so brief that you neglect to include necessary information. Make sure that you dont inadvertently leave out any important instructions, deadlines, contact information, statistics or other evidence, or the like.Substantiate Your Claims Make sure that your information is complete and accurate. Check your facts before you submit your information, and use statistics, examples, dates, and similar information to back your claims. However, if you use graphs, charts, tables, or other graphical elements, make sure they add meaningful information to your document and are not just needless filler.Proofread After you have checked spelling and grammar (grammar checkers are not completely reliable), take the time to proofread your document. Look for omitted words, misspelled homonyms (its for its), and wrong punctuation. Check that sentences are grammatical. Make sure the document is error free, clear, and concise. It may be helpful to have a colleague, co-worker, or even a professional writer or editor review your work before you deliver it.If in proofreading you find omissions or organizational problems, dont be afraid to revise your document substantially if needed. Having a more effective document is usually worth the extra time and effort.Conclusion Effective writing is essential in the business world. Its important that your writing be clear, coherent, and targeted to meet the needs of your intended audience. Sloppy, careless, unprofessional, or incomplete communication can potentially detract from your professional image, cost you sales or investment money, prevent you from being hired or promoted, or even make you legally liable. For these and other reasons, it is imperative that you take the time and exert the effort to make your written communication as good as possible.

Exercise 1. 1. You are going to write a letter to invite your friend to your birthday party. 2. You are going to write a letter to invite your business partner to your annual award ceremony which will take place on 14 December at your conference centre. Mind the style of the letter (formal, informal or neutral).

Language stylesBusiness letters are quite formal in style. A conversational style is therefore not appropriate and you should avoid contractions, for example.

Language Focus:Formal and Informal Language

More FormalStyleLess FormalStyleVocabulary

Latin Origin

informregretdelayGermanic origin

tellbe sorrylateness

Phrasal verbs(are not usually used)

contractsolvePhrasal verbs(are normally used)

get in touch withsort outGrammar

Long forms

Is notWill notShort forms

Isn`tWon`t

Noun phrases

Make every effortVerbs

Try

Passives

Will be delayedActives

We will delay

Impersonal phrases

There will be some delay in paymentPersonal phrases

We will delay in paymentAdverb intensifiers can be used to emphasize verbs. These emphatic expressions are used in formal English in written documents and when speaking at formal occasions such as business meetings and giving presentations. Here is a list of some of the most common of these intensifiers. Intensifiers categorically - in every manner, without reservedeeply - strongly, with much feelingenthusiastically - with great joyfreely - without hesitationfully - completely, without any doubthonestly - truly believingpositively - without any doubtreadily - without hesitationsincerely - with best wishesstrongly - with convictiontotally - without any doubtutterly - without any doubtThese are generally used with specific verbs to create emphatic expressions. These intensifier + verb combinations are strong collocations. Collocations are words that are always or often used together. Here is a list of the intensifier + verb combinations which make up the emphatic expressions: Intensifier + Verb Collocations = Emphatic Expression categorically deny - In no way did I do something.deeply regret - I am strongly sorry for my actions.enthusiastically endorse - I happily, and with my whole heart believe in something.freely appreciate - I certainly understand something.fully recognize - I am aware of some situation.honestly believe - I think something is true without any doubt.positively encourage - I hope that you do something very strongly.readily endorse - I believe in something someone else does without hesitation. sincerely hope - I honestly want something for someone else.strongly recommend - I really think you should do something.totally reject - I refuse to believe or do in any case.utterly refuse - I completely do not want to do or believe.

Exercise 2. Choosing from the words in the box , label the parts of the letter.Inside address Enclosures Date Attention line Salutation

Body of the letter Signature Complimentary close Senders address

ReferencesCompuvision(1)Bredgade 51 DK 1260 Copenhagen DENMARK

(*)Our ref. 661/17(2)6 May 2009

(3)Compuvision LtdWarwick HouseWarwick StreetForest HillLondon SE23 1JFUK

(4)For the attention of the Sales Manager

(5)Dear Sir or Madam (6)Please would you send me details of your DVD video systems.I am particularly interested in the Omega range. (7)Yours faithfully

(8)B.Kaasen

(Ms) B. Kaasen

(9)Enc.

Writing the Basic Business Letter LAYOUT OF A BUSINESS LETTERThe parts of a business letter are as follows:1. Sender's address2. Date3. Inside address4. Attention line 5. Salutation6. Body of the letter7. Complimentary close8. Signature9. Enclosures

1. Sender's address is usually given in the letterhead, but if there is none, theaddress can be typed in the top right- or left-hand corner of the letter.2. The date is written below the sender's address. The date line is used to indicate the date the letter was written. The month is usually not written out as numbers it could be confusing (different sequences):20 December 2004 or 20th December, 2004. When writing to companies within the United States, use the American date format. (The United States-based convention for formatting a date places the month before the day. For example: June 11, 2001. )3. The inside address begins with the name of the company or if you know the name of the person you are writing to you can begin with his / hername. Courtesy titles are used before names: Mr, Mrs, Miss, Ms, Messrs, M.Sc, Dr, Prof., Capt., Maj., Col., Gen. Abbreviations may be used with or without a fullstop, but we must remain consistent throughout our correspondence. . Follow a woman's preference in being addressed as Miss, Mrs., or Ms. If you are unsure of a woman's preference in being addressed, use Ms. If there is a possibility that the person to whom you are writing is a Dr. or has some other title, use that title. Usually, people will not mind being addressed by a higher title than they actually possess. To write the address, use the U.S. Post Office Format. For international addresses, type the name of the country in all-capital letters on the last line. The inside address begins one line below the sender's address or one inch below the date. It should be left justified, no matter which format you are using. The address can also begin with a job title or a department (if you do notknow the name): The Sales Manager, The Accounts Department.The items that follow are:- the name of the house or building- the number of the building and the name of the street- the name of the town and the postcode- the name of the country4. Attention line is an alternative to putting the recipient's name in the address.5. The salutations are as follows:- Dear Sir to a man whose name you do not know- Dear Sirs /Gentlemen to a company- 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 Mr Smith to a person whose name you know, but you do not knowthe person very well- Dear John to a person you know wellThe British like to use the comma after the salutation: e.g.Dear Mrs Jones, but the Americans prefer a colon(:)e.g.Gentlemen:Use the same name as the inside address, including the personal title. If you know the person and typically address them by their first name, it is acceptable to use only the first name in the salutation (for example: Dear Lucy:). In all other cases, however, use the personal title and full name followed by a colon. Leave one line blank after the salutation. If you don't know a reader's gender, use a nonsexist salutation, such as "To Whom it May Concern." It is also acceptable to use the full name in a salutation if you cannot determine gender. For example, you might write Dear Chris Harmon: if you were unsure of Chris's gender6. The body of the letter is usually written in the blocked style. Leave a blank line between each paragraph. When writing a business letter, be careful to remember that conciseness is very important. In the first paragraph, consider a friendly opening and then a statement of the main point. The next paragraph should begin justifying the importance of the main point. In the next few paragraphs, continue justification with background information and supporting details. The closing paragraph should restate the purpose of the letter and, in some cases, request some type of action. 7. 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- A letter to someone you know well may end with Best wishes.A comma after the complimentary close is optional. The closing begins at the same horizontal point as your date and one line after the last body paragraph. Capitalize the first word only (for example: Thank you) and leave four lines between the closing and the sender's name for a signature. If a colon follows the salutation, a comma should follow the closing; otherwise, there is no punctuation after the closing. 8. Signature always type your name and possibly your job title below your handwritten signature (the so-called signature block). 9. 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. Or Encl. below the signature block. As an option, you may list the name of each document you are including in the envelope. For instance, if you have included many documents and need to ensure that the recipient is aware of each document, it may be a good idea to list the names. (*)References are often quoted to indicate what the letter refers (Your ref.) and the correspondence to refer to when replying (Our ref.)/ References may either appear in figures 661/17, where 661 may refer to the number of the letter and 17 to the number of the department, or in letters (the name of the writer).

Exercise 3. Translate the letter into English.

, . , . ( ) . , , , . : . , , , . , , , , , , - .

,

2. COMMERCIAL LETTERS

2.1. INTRODUCTIONCommercial letters are those which precede and follow commercial transactions. Normally, a commercial letter wants to achieve a purpose to find a supplier, to place an order, to resolve a business disagreement. Due to different aims commercial letters pursue, there may be a letter of enquiry, offer, order and follow-up letters (covering letter written by a buyer, acknowledgement and refusal of order composed by a seller), complaints and responses. Below are some comments on commercial letters of different kinds.InquiryAsking letters (a letter of enquiry) often sound like please send me messages, for they contain a request to send brochures, materials, catalogues and other printed matter or even the desired samples. An ordinary request turns into an enquiry if it deals with some commercial. When making an enquiry, people usually state the question(s) they want to ask; what they enquire about must be stated clearly and concisely. It would be quite natural to give the supplier details of your own business or tell them how their name or address were obtained. OfferIn reply to an enquiry you may want to provide a potential customer with a quotation. This will, of course, quote the price for the requested goods or services, but it will also give some or all of the following information:1. detail of any application discounts (a trade discount may be offered to companies in the same line of business while a quantity discount may apply to orders over a certain amount).2. details of what costs are included in price, such as transport and insurance.3. the preferred method and terms of payment (for example, a letter of credit payable within 30 days).4. Some indication of how long it will take for the goods to reach the customer.OrderThe order itself is likely to be written on an official order form, but it will normally be accompanied by a covering letter confirming the terms that have been agreed. No order placed by the Buyer shall be deemed to be accepted by the Seller until a written acknowledgement (confirmation) of order is issued by the Seller. If the Seller is not able to execute the Buyers order due to some reasons, the Buyer must be informed of such refusal immediately after getting the order. The letter must involve the reason for the refusal to accept the order.Complaints and ResponsesThe purpose of a letter of complaint is to get a problem solved so avoid emotional language. In any case, the person reading your letter is probably not the person who caused the problem. When replying to letters of complaint, avoid blaming a member of staff by name. A letter of complaint should be structured as follows:1. Begin with a clear reference.2. State clearly what the nature of the complaint is.3. Suggest a course of action that should be followed.4. End the letter politely.A letter of apology is usually written as a reply to a letter of complaint. The response needs to be sympathetic, but also needs to reflect the responsibility and accountability that the organisation bears in relation to the complaint.

Speak before you writeAgree or disagree to the following.Always write concise letters.Remember, don't attempt to put every detail into a business letter.The energy you use in pursuing the complaint would be better used to resolving the situation in a different way.You should write a complaint with a friendly and complimentary tone as threatening people doesnt produce good results. It is impolite to leave the letter unanswered even if at the moment moment youre not ready to give a definite answer. Try to write a business letter while you are hot under the collar, let the emotions pass through your letter.Customers whose complaints are satisfactorily resolved, become even more loyal than they were before the complaint arose.Telephone conversations can quickly get out of control, so a letter gives you the chance to present your case in the best possible way. In business letters, dates should appear as numbers separated by full points (.) If you are writing to a company for the first time - whether asking for a catalogue or requesting details about a particular product or service - you should give information about your own company.

2.2. INQUIRY (ENQUIRY)

Exercise 1. Study the sample enquiry. Say what parts it consists of.Dear Sirs,

We have seen your advertisement in the Independent, and would be grateful if you kindly send us the details of the toiletries you distribute.Would you kindly quote your prices c.i.f Southampton and terms of payment for the items listed on the enclosed enquiry form. Will you please inform us about the details of discounts for substantial orders.

Our annual requirements for toiletries and healthcare products are considerable, and we may be able to place regular orders with you if your prices are competitive and your deliveries are prompt. We look forward to receiving your quotation.

Yours faithfully,

Exercise 2.Fill in the gaps with proper words from the box:

order advertisement imported details touch requirements payment deliver interested it if catalogue forward

We read your ______ in the Pet Magazine of 25th December.We have seen your current ______ showing the latest models of your equipment for producing pet food.Please let us know what quantities you are able to ______ till the end of March.We would like to have further ______ about the equipment you produce.If your equipment meets our ______, we may be able to place a large _____ for your equipment.We usually effect ______ by letter of credit.We look ______ to your early reply.We would appreciate______you could send us further information onyour range of non-impact printers.We are ______ in buying the tubeless tyres you produce.For over 10 years our company has _______ from western countries.

We would like to get in ______ with manufactures of aluminium fittings.

Exercise 3. Correct the mistakes (grammar, style, word order, vocabulary, spelling, etc.). The number if mistakes in each line is given in brackets).

We would be much oblige if you give us any information (3).We are interested in buy the sportsware you distribute (2).We usualy efect payment through letter of credit (3).We like to present your products at the Russian market (2).Please send us samples of your cataloguesPlease inform how long it will takes for the good to reach the customer (2)Like distributors we have large network of multiples (2). We took forward to hear from you again soon (2).We would apreciate if you can arange for the scanners to be shipp as soon as possible (4).We would like to have farther detail on the software protection plugs we discussed (4).

Exercise 4. Complete the sentences.We read your advertisement in If your prices are competitive your equipment complies with our requirements we may be able to...We have seen your current catalogue showing Please let us know what quantities you are able to deliver till We would ask you to let us have a quotation for Please send us samples of Would you kindly quote your prices and terms of delivery (terms of payment, etc.) for We are distributors (importers, retailers, etc.) of Would you please inform us if it is possible to deliver Please inform us as soon as possible We have heard of your products from With regard to your advertisement in of , we would ask you

Exercise 5.Write your own enquiries according to the situation below.

Youve read an advertisement in the Techniques and Technologies of the 15th of April. Write an inquiry showing your interest in the photocopying machine described there. Ask the Greese Industry who produces it, to give you the details of the technical characteristics of the photocopier, prices and terms of payment, etc. Try to make the company interested in your letter and supply some information about your firm. Ask if you could get their price-lists, brochures and catalogues. Inform them youd prefer to have quotations c.i.f.

2.3. REPLY TO ENQUIRY (OFFER)

Exercise 6.Study the offer below. Say what parts it has.

Dear Sirs

We thank you for your letter of 28 June and are glad to inform you that all the items mentioned in your enquiry are in stock. We are enclosing a proforma invoice for the products you are interested in. If you wish to place a firm order A firm order - , , will you please arrange for settlement of the invoice arrange for settlement of the invoice by draft by draft through your bank.We can guarantee delivery in Melbourne within 3 weeks of receiving your instructions. If you require the goods urgently, we will arrange for them to be sent by air, but this will, of course, entail higher freight charges entail higher freight charges . We are enclosing details of our terms of payment, and would be happy to discuss discounts with you if you would kindly let us know how large your orders are likely to be.We are looking forward to hearing from you, and assure you that your orders will receive our immediate attention.

Yours truly,

Exercise 7.Fill in the gaps with proper words in the box.

requirements happy quantity appreciate demand proposal covers glad convince enclose valid pleasure

We are most _____ that you want to buy the clockwork toys we sell.We take _____ to send you the desired samples of cotton towels.We _____ our catalogue with the latest price-list.Our detailed price-list will _____ you in diversity of our assortment.Our proposal is _____ till the end of August.The price _____ packing and transportation expenses.The model 210X will most meet your _____.We ask you to discuss our _____ once more and inform us if we could expect getting your order.I ask you to make the order faster as the _____ of this product at our warehouse is limited.We would _____if we get the order from you as soon as possible.If youre not _____ with our proposal, please inform us about the reason.

Due to a heavy _____ were not able to deliver till the next month.

Exercise 8. Correct the mistakes (grammar, style, word order, vocabulary, spelling, etc.). The number if mistakes in each line is given in brackets).

We would be appreciate if we gettng the order from you soon as possible (3).I call attention especially to item 45 (2).Our detailed price-list will convence you in diversity of our asortment (2).We ask you discuss our proposal once more and inform us wethere we could expect to get your order (3).Due to heavy demand were not able deliver til late april (4). I ask you do the order faster as the quantity of this product in our warehouse is limit (3).The model NP 12X programme will most met your requirements (2). As you can look in our price-list, our prices are at least by 3 per cent low then market ones (3).If youre not happy at our proposal, please inform us about reason (2).Please find enclose our current catalog and priceleast (3).

Exercise 9.Complete the following sentences. We were please to know your interest in the skin-care products for man and women (3). We are most pleased that you want to buy Its kind of you to take so much interest in our We enclose our catalogue...Our proposal is valid till The price covers ...We can give you I call your attention especially on item Besides above mentioned goods also delivers We would like to recommend you especially

Exercise 10.Translate the following letter from Russian into English. - ! 23 , . . - . , 5% , 120. . , . , ,

2.4. ORDERS, COVERING LETTERS, ACKNOWLEDGEMENTS AND REFUSALS

Exercise 11.Study the following order and the covering letter (written by the buyer) to it. Say if it contains all the necessary information for the Seller .

ORDER No.142(please refer to this number on all correspondence)Mens Clothes Dealers Ltd.142 South RoadSheffield S20 4hlEngland 28th March,1999Please supply 400 mens silk shirts in the colours and sizes (collar) specified below:Size Colour Quantity14 white 7014 blue 30

Price: $10.53 each (total $4212)Delivery: air freight, CIF SPbPayment: by letter of creditPacking: standard

p.p. Chief BuyerVysteria Ltd.

COVERING LETTERDear Sirs,

Our Order for Silk ShirtsIn response to your letter of 17th March, we thank you for sending us your catalogues of mens silk shirts. We are sure there will be a great demand for them in Russia.We are enclosing our Order No.144, and would ask you to return its duplicate to us, duly signed, as an acknowledgement.

Yours faithfully, Vladimir ShurovExport-Import Manager

Enc. Order No.144Exercise 12.Fill in the gaps with proper words in the box.

accept potential further above advise consignmentinform regret placing substitute

In reply to your letter of 24 March, we thank you for the discount you offered and _________ the terms of payment.We accept your offer and have pleasure in ___________ an order with you for the powerful lightweight batteries.We ______________to inform you that the goods ordered are out of stock.We accordingly enclose our order PI 94 for a further _____________, c.i.f. Liverpool.Thank you for the ________________order which we are now making up.We agree with you that the CT860 is the best printer of this kind on the market and that it has a great _________in Brazil. We can offer you a ____________ which is the same price and of similar quality to the goods ordered.We trust that this initial order will lead to _____________ dealings between our two companies. We have all the items in stock and will ____________you about shipment in the next few days. We are sorry to __________you that we dont send our devices to Russia.

Exercise 13.Correct the mistakes (grammar, style, word order, vocabulary, spelling, etc.). The number if mistakes in each line is given in brackets).

We would like confirming that payment for this initial order will make by banker's draft on Delivery (2).We are prepare to give a quantity discount (2). We have the items in the stock and can convince you that your order will be dealed with promptly (3).We can offer to you a substitution (1).We accepted your offer and have pleasure in place an order with you for 130000 units (2).We regret to let you to know that we can execute your order as quantity of the desire products at the warehouse is limited (4).Goods you ordered are not longer availible (3).The items you need arent not on stock (2).We will take the advantage of the 30-days credit period for any subsequent orders (3).We would like place an order on 300 units (2).

Exercise 14. Complete the following sentences.We are pleased to enclose our Order No. The goods you ordered are no longer available.As requested we enclose the copy of your order, duly signed, as an acknowledgement.We confirm that delivery will be made by (date).Please supply/send us We are sorry to inform you that we cannot execute your order because of Delivery will be made in accordance with your instructions.Please send the copy of this order to us, duly signed, as an acknowledgement.In reply to your letter of 23 January, we thank you for .Please confirm that you can supply We regret to let you know that we cannot execute your order as

Exercise 15.Look at the table given in Order DF 6578, write a covering letter (typically made by the buyer), a letter of acknowledgement and refusal (written by the seller) to it.

ORDER NO FG 6578F. Lynch 7 Co LTD(Head Office), Nesson House, Newell Street, Birmingham B3 3ELTelephone: 0216578394FIMA GmbhWerkstrasse1907 65Furth AustriaQuantityItem description Cat. NoPrice c.i.f. Birmingham30Leather-soled sabots (brown)A 341

20Rubber-soled sabots (black)A 342120 eachComments: 15% Trade Disc. Del 4 weeks Date 4 May 2002

2.5. COMPLAINTS AND RESPONSES

Exercise 16.Read the following letter of complaint and response to it, say what the problem was and what course of action was offered in the response. Dear Mr Scarsbrick,I am writing to you to complain about the shipment of machines we received on 12 May instead of 4 May. It is the second time we have had to write to you on this subject and we cannot allow the situation to continue. We have already explained that it is essential for our office equipment to arrive on due dates as late delivery could create a very serious problem. In addition it was clearly stated on the order form that these machines should be checked. We were deeply disappointed to find out two of the ten hard disks you delivered contain bad clusters. We are therefore unable to run a number of programmes. Could you please send one of your representatives to replace the hard disks? Other than the defective disks we have to return, I've always found your products to be excellent. I would be grateful if you found a solution to resolve the problem as soon as possible. I really appreciate your help.

Yours sincerely, Mr Wallace,Operations Manager

Dear Mr Wallace, I am writing with reference to your complaint of 13 May. Firstly I apologise for the inconvenience created by our error and thank you for taking the time to communicate to us why our products didnt meet your expectations. We take great care to ensure that important matters such as this are properly managed although due to the increasing demand on the computers we supply there has been a lack of specialists at the service centre. So on this occasion an acceptable standard has clearly not been met.In light of this, we have decided to send you our chief engineer who will replace the faulty hard disks as soon as possible, which we hope will be acceptable to you, and hope also that this will provide a basis for your continued custom. We will be in contact with you in the coming days to make our best attempt in regaining your confidence in our company.Please contact me should you have any further cause for concern.Yours sincerely,Mr Scarbrick,Customer Service Manager

Exercise 17.Fill in the gaps with proper words from the box.

rectified error regret investigating advertising desirewhether non-delivery damaged representative

As with any business like ours, the greatest ___________we can have is word of mouth from a satisfied customer.Please look into the _________ of the 15 engines which we ordered on April 12th.Three cases in the consignment were found to be ___________on arrival.After _________________your complaint, we have ascertained that an error was made in our dispatch department.We then asked our _________________to try and clear up whether the desks had been damaged in transit.We __________________ to have to hear that the twelve freezes you ordered from us have been badly scratched.We will not pay the invoice until this problem is _______________.Would you please let me know ____________it is possible to upgrade the Red Box PCs We would like to apologize for the ______________ in the invoice.We have every ____________to provide the best solution available to resolve your issue as soon as possible.

Exercise 18.Correct the mistakes (grammar, style, word order, vocabulary, spelling, etc.). The number if mistakes in each line is given in brackets).

We apologize for the delay and enclose our credit note.If you keep the damaged goods, we are prepared to invoice them at 50 per cent of the price list.Since the delay is beyond our control, we cannot assume any liability.Please allow six weeks for delivery.In the meantime we are withholding payment.He was unable to carry out the repair once more because the spare part was again not compatible.We made it clear that we wanted the software protection plugs by the end of November because we were going to start selling our program.I advise you to contact me immediately because I'm finding this situation an incredible strain, and I can't take much more of this.I will telephone you to check that this meeting is convenient, and in the meantime, I would like to apologize for the Inconvenience that has been caused.The difficulty appears to have arisen a misunderstanding at our ordering department, and the matter has now been put right.

Exercise 19.Complete the following sentences.

I look forward to your reply and a resolution to my problemIts our goal to retain you as a satisfied customer.Please accept our sincere apologiesI am disappointed because I was billed a wrong amount.I addition, we will further evaluate how we can prevent this problem from occurring again in the future.I will wait until 26 May before seeking help from the Antitrust Bureau.I am complaining regarding the consignment of 14 Kennoston 486 PCs. Order no. 3982/JKS which was delivered on 12 March.I will call you soon to check that this meets with your approval.I wish to make a complaint aboutI confirm my phone call, complaining that the work carried out by your firm in our warehouse is not up to standard.I am writing to express my dissatisfaction with the self-catering accommodation provided for

Exercise 20. Translate the following from Russian into English.

, - PN 2420. , 17 . , 23 , . , , , - . , . . , , 3 . , , (+45)741583. . , ,

3. MEMOS, E-MAIL, FAXES

INTRODUCTIONThese 3 types of Business Correspondence have been placed in one chapter as they have much in common. Lets identify the main aspects for each of them.MemosA memo is a document typically used for communication within a company, so it is supposed to be less formal than business letter. As you generally send memos to co-workers and colleagues, you do not have to include a formal salutation or closing remark.Usually you write memos to inform readers of specific information. You might also write a memo to persuade others to take action, give feedback on an issue, or react to a situation. However, most memos communicate basic information, such as meeting times or due dates. It is helpful, however, to inform readers about the context. In other words, do not only write that a meeting will take place by listing the date and time. Inform why the meeting is occurring in the first place, always include some way for attendees to get in touch with you. Usually a memo has a "to," "from," "subject," and "date" entry.This information may be bolded or highlighted in some way. Memos are reproduced and exchanged rather freely around the company, and it is common for a reader to receive a memo that is only marginally relevant to him or her. This is why it is important that the first sentence of the memo should answer that question with a purpose statement. The best purpose statements are concise and direct. Listing represents an effective way to present information they are especially useful for conveying steps, phases, years, procedures, or decisions. Lists can be bulleted or numbered. Typically, you should use a numbered list when you need to stress the order of the listed items.Since you typically send memos to those working within your company, you can use a more informal tone than you would if you were writing a business letter. Sometimes it is appropriate to refer to your colleagues by their first names or use humor. However, always keep in mind that you still need to be professional. E-mailsEmail is an electronic, computer-assisted online communication tool. In the business world it is used to transmit virtually every type of correspondence the daily conduct of business requires. Simple messages, memos and letters, complex reports, tables of data, graphs and charts, blueprints, pictures, you name it. If it can be generated by, scanned into, or downloaded onto a computer, it can be electronically sent through cyberspace to another computer. The format of business email is very similar to that of a business memo. So similar, in fact, that the basic heading elements found in a business memo are programmed into the computer generated template of every email program. Business email functions as both an internal and an external method of communication; its three main formatting elements are the heading, the body, and a signature block. Depending upon the nature of its correspondence and, at the discretion of the writer, business email may also include a salutation and a complimentary close. Standard fields in the heading of e-mails usually include: To, From, CC (copies sent to), BCC (blind copies for), Date, Subject, Attached (documents which are attached to the letter)Short paragraphing is a rule. Always be considerate of your reader's time; an email that goes on for more than two pages may be better off as a letter or memo. Delivered as an attachment, a lengthy letter or memo can be printed and read when time permits. The signature block in a business email does the work of the heading or letterhead found in the format of a business letter. In other words, it supplies the contact information belonging to the sender. A signature block should contain all the contact information a recipient might require in order to respond to an email. It should begin with the Senders Name, Title, and Business Organization. A Physical Location, Phone Numbers, Email Address, and Web site should follow. Including a salutation and complimentary close in a business email is governed by the same rules as those governing business letters and memos. Formal expressions such as Dear Ms. Drew and Sincerely yours are suitable for letter style business emails addressed to individuals with whom you are unfamiliar. When business email functions as a memo, on the other hand, a salutation and complimentary close should be omitted altogether. More often than not, the salutation and complimentary close will be written informally (Salutation - Hi Michael!, Complimentary Close Thanks again., Signature Line - Peter).FaxesA fax is quicker and more urgent than a letter, but a letter is more formal and confidential. When sending a fax its better to use as few words as possible. The following steps can be found not only in faxes but also in memos and e-mails. In terms of clear messaging specialized or abbreviated forms are not considered confusing. Omission of words(articles, pronouns, and prepositions)The use of abbreviations or reduced forms. Here are some of the most frequently used:ASAP as soon as possible, ETA estimated time of arrival, COD cash on delivery, L/C letter of credit, LOWEST - your lowest price, ATTN attention, CFM confirm, PLS please, CFM confirm, RE with reference to, RGDS regards, THS(THX) thanks, BTW: By the way , CU - See you (good-bye), FAQs - Frequently Asked Questions, HTH - Hope this helps TIA - Thanks in AdvanceSpeak before you write. Agree or disagree to the following statements.

Memos are usually used to write reports.You are not allowed to use abbreviations or contractions in a memo.Memos are used only for internal communication and always have a particular format.E-mails are more conversational than traditional letters.All the parts in the compose window are obligatory.You should avoid expression of your feelings in e-mails.Its appropriate to use all capital letters in an e-mail if needed.Sending faxes is usually used for internal communication.If you want to book a hotel for a colleague from another branch fax is not an appropriate way of communication.Abbreviations and word omission are very confusing, especially for communication via fax.

3.1. MEMOSExercise 1. Study the examples of memos. What parts do they contain? What are the differences?To: My team.From: Team leaderRe: Remote teamworking.Please note that there will be a team meeting at 14.00 on 18th June in Room 20A. The purpose of the meeting is to look at the findings of the pilot projects on remote teamworking. Please let me know as soon as possible of you are unable to attend.MEMORANDUM TO:Design Team #362FROM:W.B. Working DATE:May 27, 1997SUBJECT:Project ScheduleAs a result of yesterday's meeting, I suggest we follow the project schedule listed below. Remember, we must submit a Proposal by noon on July 2. Schedule Task Completion Date Divide research into groups and compile information June 6 Review designs from Kate and Bill. June11 Write Proposal June 23 Review Proposal June 26 Submit Proposal for printing June 27Please, contact me if you need any detailed information.Peter.

Exercise 2. Fill in the gaps with proper words from the list.Date, Subject, co-operation, thanks, purchases, passed, account, approval, complete, terms.

To: All staffFrom : Andrew Conti_____: ______ : Purchase orders.Please note that a purchase order (copy attached) must be completed for all____over 50$. ______ purchase orders should be _______ to Julia Rosso to agree _______ of payment with the supplier, and then sent to the Rome Office for final________.Purchase orders under 50$ can be paid for from the petty cash______.Many__________ for ___________.

Exercise 3. Correct the mistakes (grammar, style, word order, vocabulary, spelling, etc.) The number of mistakes in each line is given in brackets.To: All StaffFrom: Julia Conti.Subect: About computer systems (4)Data: 2004, The 27, May (4)I like to informing you of the computer system (3)To be closed the following Wenesday on 12 oclock. (4)System is doun for at most 2 hours please (4)To make shure if you have saved all your works. (4)whole system will ran on a new servers which is more faster. (4)Best regards and best wishes.(2)Thank you (2)

Exercise 4. Complete the sentences with your own ideas. Use at least 5 words.Id like to inform you that______________________I would like to know if_________________________Please, address front office for___________________This is extremely____________for us, thats why____________You can check further_________________________________Please, let me know in advance if________________________This memo is to confirm that_____________________________Ive attached a copy of ___________________________________This memo is to confirm that________________________________Since our company is introducing a new policy_______________________Exercise 5. Use your own ideas to write a memo using the details below. You are Executive Producer of Film-Making Company. You have recently negotiated about the terms and conditions of new film production. You have exceeded budget by 10% , but the perspectives of this film are really good. Write a memo to all senior staff informing them of the results of negotiation and indicating how the project will proceed.

3.2. E-MAILS

Exercise 6. Study the examples of e-mails. What parts do they consist of? What are the similarities and differences?To: Stan.Market@Goodsales.com.auSubject: Proposed feesAttachment: Fees -2009.doc

Stan MerchantBest Price Company

As promised, I am enclosing a schedule of the proposed auditing fees that will becharged by our company from January 2009. I will post the finalised schedule to you when it is published.

Francis Baxter

Baxter and Baxter Auditors

Dear Mr Jones,Im a university student from Finland and Im writing to get some information about your language courses this summer. Ive got a few questions:1. Do you do a course for university students, which helps them with their essay writing skills?2. How many hours a week are the courses?3. What sort of accommodation do you offer?4. What after-school activities are there?5. Do you do any trips to other towns in the UK?Im hoping to come over in June, so if you can get back to me as soon as possible, it would be great. Thanks for your help.Best regards,Jaana

Exercise 7. Fill in the gaps with your own ideas. Identify the type of e-mail after you have completed the task. Hi Doug,

Just getting back 1) ________ you 2) ________ a preliminary report on what we need 3) ________ set up the multimedia suite in the library. Firstly I looked 4) ________ cameras and other hardware that students will be borrowing. As you know we're dealing 5) ________ 6) ________ 600 students on this site. In addition, there have been 6 tutors who have already been asking 7) ________ digital cameras and digital video cameras, and they hadn't even heard 8) ________ this project. Judging 9) ________ the interest I don't think we should buy less than 4 of each, that way we can let a class take three 10) ________ a time and still have one left over. We'll also need 11) ________ ensure that the cameras are only lent out 12) ________ a day 13) ________ a time. I'm going 14) ________ try 15) ________ get some advice 16) ________ other colleges 17) ________ equipment which is both rugged and reliable enough 18) ________ be borrowed 19) ________ our students. We'll probably need 20) ________ get a mini disc recorder as well, so students can record high quality sound. The second area I looked 21) ________ was the computer hardware we need. Obviously, as we'll be dealing 22) ________ video, image and audio files, we'll need as fast a processor as we can get, Mac or PC. We'll also need 23) ________ least 512MB of RAM, but 1GB would actually be much better. For capturing video we'll need a 10,000 rpm hard drive as well, they're much faster than the old 7,200 rpm drives. They also need 24) ________ be as large as we can afford. If we can get a deal it is probably better 25) ________ get Macs, even if it'll take a little while 26) ________ everyone 27) ________ get used 28) ________ them. I suppose that depends upon our preferred suppliers though. With a discount we should be able 29) ________ get 30) ________ least 3 workstations. Finally we need 31) ________ consider software. We need 32) ________ have a full range of media software, 33) ________ print 34) ________ video on 35) ________ least one computer, preferably all three. It would be great if students had the opportunity 36) ________ use whatever media was best 37) ________ their particular project. I think it could be very interesting 38) ________ help them use the internet as a vehicle 39) ________ their opinions, and 40) ________ demonstrating their skills. So that's it 41) ________ now. We're really looking 42) ________ a budget of 8,000 43) ________ the hardware. We'll have 44) ________ look 45) ________ the licenses we already have 46) ________ software 47) ________ see if we'll need 48) ________ spend much on that. I'll get back 49) ________ you when I have more info on the cameras. Cheers Charlie

Exercise 8. Choose the best variant for each sentence. Please, remember, that business correspondence is mostly semi-formal today, especially when writing e-mails.

1. We __________________________ (= offer) a discount of 10% on orders of 1,000 or more. Prove prevail provide

2. We __________________________ that the merchandise will be delivered in 2 business days. (We promise that you will receive the merchandise in 2 business days.) Warrantee guarantee warrant

3. If you require more information, please don't __________________________ to contact me. Stop hesitate cut short

4. __________________________ to contact me if you have any other questions. Feel free Feel freedom Be free

5. I'm writing to let you know that the meeting has been ___________________________ to 4:00 PM. (The start of the meeting has been delayed until 4:00 PM.) pushed forward pushed aside pushed back

6. Let me go over some of the recent ___________________________. (Some of the things that have happened recently) Developments devaluations diagrams

7. I'm not ____________________ to provide that information.(I can't provide that information *usually because of legal reasons*)at liberty at ease at all

8. I look __________________ to your response.(I'll be awaiting your response). Ahead in the future forward

9. I would appreciate your help in this ___________________________. Idea matter email

10. Hopefully we'll be able to ___________________________ ( = clear up/come to a decision about) this issue in the upcoming week. Resolve resize reciprocate

Exercise 9. Write an e-mail using the ideas below. Please follow the style which corresponds to the type of relationships with the recipient. You are a senior sales manager in a company which manufactures furniture. You have recently been to a trade fair. The members of your subsidiary were responsible for sponsoring and organizing this fair. You are greatly satisfied with the trade fair results and especially with the way how they treated visitors. Write a letter to you colleague, regional sales manager in this subsidiary, thanking him and informing him that his branch is awarded a big bonus.

3.3. FAXESExercise 10. Study the examples of faxes, what parts do they consist of, what are the differences and similarities between them?

TO: Laura Hess FAX : 202-555-1234FROM: Anne DeschampsDATE: October 24, 1994The following number of PIMs were ordered in the Spanish and Italian languages:SpanishItalian*Legend Plus6053DPDT__23OxyElite4053*3 of each were ordered by SwitzerlandGiven these low quantities, Marketing Europe (John Hunt) wonders whether we should go through the effort and expense of doing Spanish and Italian translations of the PIM at all.Therefore, we would like to know whether you could manage with English language PIMs for these products in your country?Please provide us with your input on this by fax as soon as possible. If you have any questions, please call.Thanks in advance.Best regards,Anne Deschampsb)

Exercise 11.Fill in the box with the proper words from the list:Description, to, including, required, equipment, helpful, from, further, needed, breach, helpful, ensure, clarify.

____: Julia Conti

FAXFax:00441483740564

Phone: 495-987-24

_____:Andres RossiFax:8365-274-329Phone:2938793285Pages:(_______ this) 1Re:Various

Andres___________ to my message on your answering machine, I thought it might be _____ if I faxed you the points we need you to _____ on Monday:Contacts inside AG.We need to know what exactly we can say about your _______ to our contact inside the company. We have to _______ we do not_______ any confidentiality agreements.Technical documentation.Can you inform us about the technical documentation______ for the new________? Should it be in German as well as in English?TranslatorChristine needs to give us more information about the technical writer_____ (French to English). The agency want an exact job________.Regards.

Julia Conti,Office Manager.

Please confirm receipt of this fax

Exercise 12. Complete the sentences. Use at least 5 words in each sentence. Identify the parts of fax where these sentences are used.Thank you for your fax ______________________I have some changes in my itinerary that is why_________________Id like you to do the following________________________________Please, send reminders to all those who__________________________We would like to assure that_____________________________________We would like to remind you that________________________________Would you mind faxing us your__________________________________In accordance with your request for_______________________________We look forward to____________________________________________Please find herewith____________________________________________After a big deal of discussion we have decided to______________________We thought it would be______________for you to_____________________

Exercise 13. Translate the body of fax from Russian into English. . , . . , , . , , . , . , . , .

HIRING AND FIRING LETTERS

This chapter includes some types of letters that appear during hiring and firing processes, such as resume, letter of reference, letter of resignation, application letter etc.Speak before you write

Is it important to write an objective of your resume?What types of resume are you aware of?Who writes letter of reference?You should send a letter of resignation by fax. Agree or disagree?What should you emphasize in an application form?4.1. RESUMEIn todays business world, having a well-written resume is an essential part of career planning. Your resume is one of your most important tools for finding a good job. This one- to two-page document is both a record of your past and current accomplishments in the workplace and an advertisement for the capabilities you offer to other organizations in the future. In effect, your resume describes what you can do and how well you can do it for an employer who has likely never met you.Writing a resume can seem a bit intimidating, however, something anyone can accomplish, and everyone should. Yes, it will take a little time and effort, but you dont need a degree in English or a background in career counseling to prepare an effective resume. Creating a great resume simply requires careful preparation, attention to detail, selection of the right type of resume for your work background and objective. Do these things and youll produce a resume that can open the door to exciting new work opportunities and position you for continuous career advancement.Exercise 1. Study the sample resume. Say what parts it consists of.John Smith123 Any Street, Vienna, TN 38125 Phone: 901-585-2121 Email: john@mail.comObjective To obtain a challenging position in the sales industry with opportunity for professional growth.Experience 19901994 Cliff Shoe Southridge, SCNational Sales ManagerIncreased sales from $50 million to $100 million. Doubled sales per representative from $5 million to $10 million. Suggested new products that increased earnings by 23%. 19851990 Ferguson and Bardell Southridge, SCDistrict Sales ManagerIncreased regional sales from $25 million to $350 million. Managed 250 sales representatives in 10 Western states. Implemented training course for new recruits speeding profitability. 19801984 Duffy Vineyards Southridge, SCSenior Sales RepresentativeExpanded sales team from 50 to 100 representatives. Tripled division revenues for each sales associate. Expanded sales to include mass market accounts. 19751980 Mercy, Inc. Southridge, SCSales RepresentativeExpanded territorial sales by 400%. Received companys highest sales award four years in a row. Developed Excellence In Sales training course. Education 19711975 Southridge State University Southridge, SCB.A., Business Administration and Computer Science. Graduated Summa Cum Laude. Interests SR Board of Directors, running, gardening, carpentry, computers.References Available upon request.

Exercise 2.Fill in the gaps with proper numbers and figures from the box.

1999-2000 1992-96 1988-92 2003 present

300% 10 100 60 1996-99 2001-2003

Thomas Crown

17 King's Terrace, Richmond, Surrey, UKTel: +44 181 123 456 Email: tc@repu.co.un

ObjectiveSeeking an International Sales Management position in Information Technology where my extensive sales experience will be used to the full

Experience (1)Intelel Inc.London, UK

National Sales Manager

Increased sales from (7) million to (8) million. Implemented Internet sales grossing 25 million. Doubled sales per representative from 5 to (9) million.

(2)Teletrona SystemsEdinburgh, UK

Northern Sales Manager

Increased regional sales from 95m to 200m. Suggested new services adding 35m to revenue. Expanded sales team from 30 to 60 representatives.

(3)ESS HoldingsCambridge, UK

Senior Sales Representative

Increased sales by (10) annually. Closed deals with 100 major new accounts. Won over 25 competitor clients - adding 50 million to revenue.

(4)ESS HoldingsCambridge, UK

Sales Representative

Awarded company's top sales award each year. Developed 'Winning Presentations' training course.Education (5)London UniversityLondon, UK

BA, Business Administration & Information Systems Captain of University Rugby Club

(6)St Andrew's SchoolPlymouth, UK

4 GCE 'A' Levels President of school's Drama SocietyInterestsSt Andrew's Board of Governors, rugby, drama, chess

4.2. APPLICATION LETTERExercise 3.Fill in the gaps with the appropriate word.Dear Sir/Madam,I 1) ________ writing this letter to apply for 2) ________ position of student assistant that I saw advertised on your website. I 3) ________ interested 4) ________ working 5) ________ 6) ________ teachers' resource library, or 7) ________ 8) ________ accommodation department. I have recently graduated from 9) ________ WSB Business School 10) ________ Warsaw and received high grades 11) ________ both my English and Business Courses. In addition, we had to use all of 12) ________ Microsoft Office programs 13) ________ 14) ________ preparation of our finished assignments, so I 15) ________ able to do most things with computers. Since I was 15 years old I have helped my father to run his small import-export business. I have been involved 16) ________ helping 17) ________ variety of clients and also 18) ________ general administration of 19) ________ business. In 20) ________ past 2 years I have worked 21) ________ 22) ________ WSB library, helping teachers and students to find and use 23) ________ resources there. This experience has given me 24) ________ ability to deal with 25) ________ needs of all types of people. I have an outgoing, diligent personality and find that I enjoy 26) ________ challenges of working 27) ________ busy environments. In addition, my studies and experience have taught me to be accurate and efficient 28) ________ organising my work so I would be 29) ________ valuable addition to your school.I look forward to hearing from you.Yours faithfullyPawel Minescz

Exercise 4.Put the text in the correct order to complete the letter.In the past 2 years I have worked in the WSB library, helping teachers and students to find and use the resources there. In addition, my studies and experience have taught me to be accurate and efficient in organising my work so I would be a valuable addition to your school. I have an outgoing, diligent personality and find that I enjoy the challenges of working in busy environments. This experience has given me the ability to deal with the needs of all types of people. Since I was 15 years old I have helped my father to run his small import-export business. I have been involved in helping a variety of clients and also the general administration of the business. I am interested in working in the teachers' resource library, or in the accommodation department. In addition, we had to use all of the Microsoft Office programs in the preparation of our finished assignments, so I am able to do most things with computers. I look forward to hearing from you.Yours faithfullyPawel Minescz I have recently graduated from the WSB Business School in Warsaw and received high grades in both my English and Business Courses. Dear Sir/Madam,I am writing this letter to apply for the position of student assistant that I saw advertised on your website. 4.3. LETTER OF REFERENCEExercise 5.Study the sample letter of reference. Say what parts it has.A.N.Y. Company Ltd69 Any Street, Anyville, AnystateTel: 0123456789DateTo Whom It May Concern:Reference for Mr John SmithJohn Smith joined the A.N.Y. Company in July 1998. Since then he has proved to be a most reliable and effective member of the sales team.John is professional and efficient in his approach to work and very well-liked by his colleagues and executive clients. He is well-presented and able to work both independently and as part of a team.His contribution to all areas of company activity in which he has been involved have been much appreciated.I believe that John will make a valuable addition to any organization that he may join. We deeply regret his decision to move on and I recommend him without hesitation.I would gladly answer any request for further information.Sincerely,Kate ThingKate ThingManaging Directorkate.thing@a-n-y.comExercise 6.Imagine a situation and write a letter of reference for your group mate on behalf of his/her immediate manager (200-250 words).4.4. Resignation letterCertain contracts of employment state how resignation notice should be given - particularly how given and to whom - if your contract states a procedure for resignation take note accordingly. Resignation letters should be printed or hand-written (either is acceptable) on a headed note-paper or a sheet of paper showing your home address (normally positioned top-right corner or top-centre). Resignations should ideally be delivered by post or by hand - avoid sending by fax, and email is not a good method either because these methods are simply not robust, reliable methods of making or terminating contracts. If you resign verbally (assuming you do not wish later to withdraw it) you must confirm the resignation in writing. Failing to do so could leave you vulnerable to losing certain rights, and if you then go on to leave the job you could be dismissed without notice due to failing to show up for work, on the basis that you had not formally resigned.Exercise 7.Correct the mistakes (grammar, style, word order, vocabulary, spelling, etc.).22 Tufton StreetLondon, SW1P 3TLTel: 020 7593 1760November 1st, 2007Josie WatersPills Pharmacy17 BroadwayLondon, SE1 7DGDear Mrs. Waters,I am write to provide informal notice of my resignation from Pills Pharmacy. My last day will November 14th, 2006. (3 mistakes)I trust that two weaks is sufficient notice for you to find a replacement four my position. I would be pleased helping train the individual you chose to take my place. (4 mistakes)Thank you for employing for the past three years. My experience as clerk, supervisor, and floor manager have been very positive and I'm confident that I will use much of the skills I have learned at Pills in the future. (3 mistakes)If you have any concerns, please contact to me at my personel email address. (2 mistakes)All the best,Mary SmithMary Smithmsmith@homemail.com

. . . .

23.11.05. 6084 1/16. . . . . . 3,00. .-. . 3,46. 60 . .

. . . . 117997, , ., 36. . . . .