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.


this lesson only looks at the content of the communication. Have a copy of lesson 1 and 2 with you to remind yourself of the layout for different types of business correspondence.

 
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?
Dear Wind and Water

I am writing to enquire if it would be possible for you to have a look at a plan of our office and redesign it according to Feng Shui principles. This is in order to improve our company’s present difficulties.

We would be most grateful if you could let us have an estimate for this service. In addition, please could you tell us when would be a suitable date for a consultation.

We look forward to hearing from you.

Yours faithfully

Dan Donaldson
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:
  1. Ask about the services they offer
  2. Give a reason for making the enquiry.
  3. Ask them to send you information on
    • Room rates
    • Restaurants
    • Gym facilities and swimming pool
    • Accepted credit cards or methods of payment
  4. Also ask what the latest time for checking-out is

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:
 

The list of enquiries to Palace Hotel looks like this:

And the answers from the Palace Hotel looks like this:

1.      Room rates

1.         $140 per night, does not include breakfast

2.      Restaurants

2.         three excellent restaurants

3.      Gym facilities and swimming pool

3.         Gym facilities, yes and large swimming pool, free to guests

4.      Accepted credit cards or methods of payment

4.         cash or credit cards. Accept Visa, MasterCard and American Express

5.      Latest time for checking-out

5.         3pm for extra charge $15
Now look at how the answers have been included in this reply.
Dear Mr Hewson

Thank you for your fax requesting information about the Palace Hotel in Delhi.

The room rates for a double room are $140 per night. I am afraid that this rate does not include breakfast. However, we are pleased to inform you that we have full room service or you may visit any of our three excellent restaurants in the hotel.

I can confirm that we have a large outdoor swimming pool and gym facilities. These are available free of charge to all guests. In addition you may settle your account by cash or credit card. We accept Visa, MasterCard and American Express.

Finally, we are happy to offer you late checkout until 3pm for an extra charge of £15. If you would like to arrange this service, please inform the reception on arrival.

If there is anything else you require, please do not hesitate to contact me. I look forward to receiving your booking.

Yours sincerely

Tapash Roy
Manager Customer Service
Now do the same. First, your name is Dora Lewis and you work for Air Fresh International. You have received this enquiry from ETG Services.

1 What is the reason for writing?
Dear Sir/Madam

Fresh Air-Conditioner, model number 2V3

ETG Services needs to replace its air-conditioners. I am writing to enquire about the cost of your model 2V3, and if there is any discount for bulk purchase. Could you also let us know the estimated delivery time, and if there is a guarantee with the equipment. If so, how long does it last?

Finally, we should like to know if your company operates a maintenance service.

I look forward to hearing from you.

Patricia Butler
ETG Services
2 Now fill in this table. The first one has been done for you. Decide the answers yourself.

List of enquiries:

Answers:

1     cost

1  $1,200

2

2

3

3

4

4

5

5

6

6
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?
Dear Mr Brown

We have just received delivery of order no. 2601 placed with you on 16 February. We regret to say, however, that the goods delivered do not meet our requirements.

The quality of the goods appears to be far below that of the samples which were sent earlier and are therefore not acceptable. Furthermore, as you can see in the copy of the invoice we enclose, we requested 1,500 shirts but have only received 1,400 of those.

We have received many requests from our regular customers for these shirts but have been unable to fulfil the orders and have lost considerable revenue as a result. We therefore hope you will let us know by March 20 what action you can take to help us solve this present difficulty. If we do not hear from you by that date we will regretfully be forced to cancel the order and ask for compensation.

We look forward to hearing from you soon.

Yours sincerely

Winston Bevan
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:
• On my third night, there was so much noise from a party being held in room 314 that I could not get to sleep.
• I am sorry to tell you that the members of staff on duty were very unhelpful and could not give me any details about the CD player I was interested in buying.

You should then give the details of any action that you took to try and solve the problem:
• I complained to your staff on night duty but they were unable to persuade the guests to keep quiet.
• I asked to see the department manager but was told that he was not on duty.
 
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 again.
• May I suggest that staff on night duty should get the security staff to follow up complaints if necessary.
• Perhaps it would be a good idea to give your staff some training in customer-care.

Paragraph 3 also includes a request for action:
• I would be grateful if the hotel could compensate me for the inconvenience caused.
• Meanwhile I am reluctant to return to your shop until I receive an apology.
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 complain:
• 24 March received order PB327, 3 dozen pairs of sports shoes

Paragraph 2 explains the exact problem:
• several pairs incorrectly labeled
• laces missing from some shoes
Paragraph 2 also includes action you have taken:
• repacked faulty shoes to be taken away

Paragraph 3 pays compliment and requests action:
• dealt with Instep for several years, first complaint
• replace faulty pairs

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 with.

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.
Dear Ms Jones

Thank you for your letter dated 5 March complaining about the noise while you were staying at our hotel.

We are very sorry that you were unable to sleep because of the loud music from a nearby room. This was because of a small party the occupants were having to celebrate a 21st birthday.

Please accept this voucher for two free dinners at our hotel restaurant which you may use anytime during the next 6 months.

We apologise for any inconvenience that this has caused you and assure you it will not be repeated. As a valued customer we look forward to you staying with us again in the future.
 
2 What words or phrases are used for the function of apologising?

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:
identified different functions for corresponding
written an enquiry
replied to an enquiry
written to complain
written to apologise
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
• understood that being polite and neutral is more appropriate than being formal
• been given guidelines on writing business e-mails
• identified what makes an effective report, and
• been given advice on writing for different functions.

We have you have enjoyed this module of e-m@il lessons
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