|There are many different reasons for writing a letter,
e-mail or fax. You may want to write an e-mail to everyone in your new job
to introduce yourself, or you may receive a fax from a hotel confirming
a reservation. These messages have different functions: to introduce, or
to confirm. This lesson looks at the most common reasons for business writing
and it gives advice on how to write these.
|The introduction mentions an e-mail for introduction and a fax for confirmation. What other functions can you think of?|
|1 What is Feng Shui?
2 Mr Donaldson works for a company that has many problems. Productivity has fallen and it is not making any money. Nobody is happy in the company. He has written to a Feng Shui consultancy company called Wind and Water. Read his message. What is the function?
3 What four things does Mr Donaldson want Wind and Water to do?
4 What is the reason?
|5 What words or phrases are used for the function?
6 What other words or phrases can be used?
|You are going to spend a few days in Delhi on company
business. You are interested in staying at the Palace Hotel. Write a fax
to the hotel. Include the following information:
Look at the example above to help you.
|When relying to an enquiry you must make sure that you answer all the enquiries exactly. A good method is to go through the original letter (e-mail or fax), and make a list of all the enquiries / key words. Then to answer the enquiries. Here is an example:|
|Now look at how the answers have been included in this reply.|
|Now do the same. First, your name is Dora Lewis and you
work for Air Fresh International. You have received this enquiry from ETG
1 What is the reason for writing?
|2 Now fill in this table. The first one has been done for you. Decide the answers yourself.|
|3 First look at the table in the answer key to check. Now write a reply to the enquiry. Don’t forget to thank Ms Butler for her enquiry. Look at the example to Mr Hewson above to help you|
|Read this complaint.
1 Where does Mr Bevan work, and why is he complaining?
|2 Read the message again. What is the tone? What is the main aim of each paragraph?|
|1 In the first paragraph it is a good idea to start by giving your reader
the background – details about the event that has caused you to complain:
• I spent three nights, 2 – 4 March, at your hotel. The room number was 310.
• I wanted to buy some equipment in your electrical department yesterday, 18 March, 2004.
2 The second paragraph should explain the exact problem or complaint
you are writing about:
You should then give the details of any action that you took to try and
solve the problem:
|3 The last paragraph is important because it can be used
for two purposes.
a) to save face of the organisation to which you are complaining by paying a compliment.
• I had thoroughly enjoyed my stay up until then, but this incident rather spoilt my visit.
• I was surprised by this lack of politeness, as I had been very impressed by the helpfulness of staff in other departments.
b) to suggest ways of solving the problem or of preventing it from happening
Paragraph 3 also includes a request for action:
|Your name is Mr Martin Black and you work for a shoe
shop. You are not happy about a delivery you received and you want to complain.
Write to the company Instep using these notes. The manager’s name
is Mr Gordon Richards.
Paragraph one includes details about the event that has caused you to
Paragraph 2 explains the exact problem:
Paragraph 3 pays compliment and requests action:
Remember to remain polite when complaining!
|We all make mistakes. It is important to be able to apologise
sincerely, it has a positive effect on the people you work with or do business
1 Ms Jones has received an apology from the hotel she was staying at. Read it and say what the main aim of each paragraph is.
|2 What words or phrases are used for the function of
3 What other words or phrases can be used?
|You are Mr Gordon Richards, the manager of Instep. You have received the e-mail from Mr Martin Black complaining about the sports shoes he received. Write a reply to apologise. Look at the example above to help you.|
|In this lesson you have:|
|This is the last lesson in this module.|
|In this module you have:
• looked at layout and identified a modern style of writing for
today’s business person
We have you have enjoyed this module of e-m@il lessons