4. FORMAT OF BUSINESS LETTERS

I. Writing stylesII. Letter head/ Letter heading/ Heading

III. DateIV. Reference lineV. Inside addresses

VI. SalutationVII. Subject line

VIII. The body of the letterIX. Complimentary closeX. Signature

XI. Initials and PostscriptXII. Enclosures

XIII. Activities

I. Writing styles

a. Blocked styleBredgate 51,

DK 1276,Copenhagen K,

DenmarkMrs. Sara FisherThe ManagerSupersonic Ltd,18 St. James Avenue,London SE231JfUnited Kingdom

6th of May 2006Our ref: SJA/ TR

Dear Mrs. Fisher, Acknowledgment of order receipt

We are pleased to acknowledge your order no. 202 dated 1st October 2001. Your order is already dealt with. We will inform you when the articles are ready for delivery.

Please do not hesitate to contact us if you require further information.

We thank you for your custom and again look forward to being of service to you in the future.

Yours sincerely, M. WarrensM. Warrens (Mr.)Enc. p.p. D. SampsonPersonal Assistant

b. Indented style

Hotel de la PlayaAvenida de la Playa 108SP-03080 Alicante, SpainTel: 35049033767/124

Our ref: SJA/ TRThe Director of Tour OperationsSun and Fun Tours25 Hammersmith RoadHarlow, Essex CM19 5AAEngland

October 23, 2006

Dear Sir/ Madam,

Problems regarding refurbishing

We are writing to you in connection with the modernization of our hotel because we have recently been informed by our contractor that he will not be able to meet his promised schedule for completion of the activities.

We deeply regret this occurrence for both our guests' and your sake. We wish that there was something that could be done, but the causes of this unfortunate event are outside of our control. A combination of inclement weather and a strike have delayed completion of the repairs. Naturally, we will do our utmost to limit the impact of this work on our guests, and I can assure you that we will pressure the contractors to complete the work as soon as possible. Realistically, however, we cannot expect the work to be completed until the end of January.

As both our interests are to ensure that our guests enjoy their vacation, I would appreciate it if you could contact me so that we can coordinate our efforts to achieve this goal.

Yours faithfully,Michelle Fuentes Michelle Fuentes (Mrs.)Manager

II. Letter head/ Letter heading/ Heading is centred on the correspondence page; replaces the sender’s address; may provide data about the sender’s company name, type of company, address, field of

activity, telephone and fax number, postal code.

III. Date is always placed under the heading, before or after the addresses; the usual order is day/ month/ year; it is recommendable not to type months in figures; can take different forms: (the) 2nd of August 2009, (the) 2nd of Aug. 2009. Jan., Febr., Mar., Apr., Sept., Oct., Nov., Dec.; May, June, July are never contracted.

IV. Reference line is introduced by Ref./ Our ref./ Your ref. may include the initials of the writer/ the typist, a file or department reference; aims at an easy identification of previous correspondence.

V. Inside addresses the recipient’s address should be typed on separate lines, as it would appear on an envelope; the sender should address the recipient exactly as he/ she signs their letters; if a person’s title is known, it should be used immediately after the name; if the sender does not know the person’s name, but only his/ her position, the latter is

specified, preceded by the definite article; if a letter is confidential, it is usual to incorporate CONFIDENTIAL as part of the inside

address on a separate line before the name.

VI. Salutationa.Dear Sir b. Dear Madamc. Dear Sir or Madam; Dear Sir/ Madamd.Dear Sirse. Dear Mesdames f. Dear Mr. Smithg. Dear Mrs. Smithh.Dear Ms. Smith

Remark: a. The comma after the salutation is compulsory.b. In the USA, a letter to a company usually opens with Gentlemen, followed by a colon, not with Dear Sirs.

VII. Subject Line is placed immediately under the salutation; is generally underlined; saves introducing the subject in the first paragraph; immediately draws the attention to the topic of the letter and allows the writer torefer to it throughout the letter.

VIII. The body of the letter

I. First paragraph sets the tone of the letter and gives the reader the first impression of you and your company; should be short and state the purpose of the letter (to make an enquiry, complaint, request

something etc.); can introduce you and your company.

Useful vocabularyA. For first letters

The subject of our letter is to inform you of …/ announce you the …/ acquaint you with …/ remind you …./ notify you …/ call your attention …/ give you warning of … We have the pleasure to advise you that …/ let you know that …

We are pleased/ glad/ happy to… We hereby inform you… This is to let you know …

B. For letters of reply In reply/ answer/ Replying to your letter of …. We have just received…. We are very pleased/ glad to receive/ to have your letter of …. We are glad/ pleased to learn/ hear that… We are in receipt/ in possession of your letter of…/ dated…. Your letter of …/ dated…has arrived yesterday morning… We are pleased to receive your letter of …. Referring/ We refer/ With reference to your letter of ….. In respect/ With regard to your letter of …… Further to your letter …. Many thanks of your kind letter of …. We take the opportunity to thank you for your letter of…

C. For letters of acknowledgement We confirm/ Confirming/ In confirmation of … This is to confirm….. We hasten to acknowledge/ confirm (the receipt of) your letter of … Following our talk …

II. Middle paragraphs beginning with the second paragraph, supporting details are stated to justify your purpose; this is the main part of your letter and concerns the points that need to be made, answers you wish

to give, questions you want to ask etc.; should follow a logical sequence; the information should be kept to the essentials; a few short paragraphs within the body of the

letter should be enough to support your reasoning.

Useful vocabularyA. Letters aiming at an agreement between partners Owing to the fact that … At your request/ suggestion/ insistence, we … In consequence of our talks… According to…/ Complying to…/ In accordance/ compliance/ conformity with your recommendation/ desire/ wish… We are willing/ positive/ ready/ decided/ convinced to… We are not doubtful that …. We have been informed/ advised that…

B. Letters expressing a disagreement We very much regret to let you know that we have to decline your offer of…/ we are obliged to refuse your order… We are sorry/ regret to inform you … To our utmost regret, we have to draw your attention to the fact that … Much to our regret we have found that ….

You have to consider/ to take into consideration our opinion about…

III. Last Paragraph may state what action you expect the recipient to take (to refund, send you information etc.); may briefly restate your purpose and why it is important; encourage further correspondence; if the purpose of your letter is employment related, consider ending your letter with your contact

information; if the purpose is informational, think about closing with gratitude for the reader’s time.

Useful vocabularyA. General specimen sentences

Looking forward to receiving your answer, we remain… We would greatly appreciate a prompt reply…/ An early reply would be appreciated… We are awaiting with great interest your answer/ confirmation…. Please rest assured that…/ You may be sure of …

B. For expressing thanks We thank you/ Thanks for your goodwill/ confidence/ support/ help … We thank you once more/ in advance/ in anticipation May we thank you for your courtesy/ assistance… With our best thanks…

C. For expressing the wish for cooperation We hope to establish a close/ advantageous business relation/ a long and mutually advantageous cooperation with you… We hope we will soon do business with you/ our services will meet your requirements/ you will find this information useful. We are sure you will agree with us on these conditions/ this solution/ you will see in this offer a real opportunity We entrust/ hope to hear from you soon/ before long We hope to receive your favourable reply…

D. For expressing a recommendation We count on hearing from you soon/ having your answer by… We hope the matter will receive your attention/ will be closed as we agreed We kindly ask/ hope/ entrust that you are able to settle the matter as soon as possible/ by next week/ as agreed/ according to… Kindly let us have your final/ definite answer… We let you know that a prompt settlement of this matter will be appreciated We should be very much obliged if you sent us … We look forward to receiving your agreement/ decision in this respect.

E. Expressing apologies Please accept our apologies for… We (much) apologise for having neglected such…./ being late in…/ the error made in Apologizing once more…

IX. Complimentary close

Salutation Complimentary closea. Dear Sir b. Dear Madamc. Dear Sir or Madamd. Dear Sirse. Dear Mesdames

Yours faithfully,

f. Dear Mr. Smithg. Dear Mrs. Smithh. Dear Ms. Smith

Yours sincerely,

Remark: In AE, there is a tendency to use Yours truly, Truly yours. Avoid closing with old-fashioned phrases such as We remain yours faithfully, Respectfully tours etc. The complimentary close proper may be preceded (and sometimes even replaced) by phrases such as: We hope to hear from you soon, With our best wishes/ regards, best wishes, Kind regards. The comma after the complimentary close is optional, but it is commonly used.

X. Signature the handwritten signature should always come before your typed signature; when signing on behalf of your company, it is useful to indicate your positioning in the

firm in the signature block, after your typed signature; you may include a courtesy title in the signature block, in order for your correspondent to

be able to identify your gender and give you the right title when he/ she replies; it is a matter of choice to sign with the initial from the first name or with full first name

and surname.

XI. Initials and Postscript when signing on behalf of an employer, it is usual to write for/ pp./ per pro, which mean “on

behalf of”.

XII. Enclosures the most common form of indicating enclosures is to type Enc./ Encl./ Encs. These may refer

to leaflets, prospectuses etc; all these documents should be listed.

XIII. Activities

1. Choose the right option:1. On your official letter your name should appeara. at the top, on the right; b. at the bottom; c. at the top and at the bottom.2. If you start your letter with Dear Sirs, you end it witha. Yours sincerely; b. Best wishes; c. Yours faithfully.3. The abbreviation Enc. should appear:a. at the bottom, on the left; b. at the bottom, on the right; c. below senders address.4. Senders address should appeara. at the top, on the right; b. at the top, on the left; c. at the bottom, on the left.5. The complimentary close of an official letter reads:

a. I/We look forward about hearing from you; b. I/We look forward to hear from you; c. I/We look forward to hearing from you.6. Tick the incorrect opening salutationa. Dear Madam; b. Dear Anne Morrison; c. Dear Anne.7. Tick the incorrect datea. 12 January 2001; b. January 12, 2001; c. Bratislava, 12 January 2001.8. The abbreviation for Missis isa. Mrs; b. Ms; c. Mss.

2. Make the necessary corrections in the following letter:

Milan JuranZelená 25911 01 TrencínSlovakia

English Language School54 Poplar Street Trencín, 4 February 2001

LONDON SW8 7ACDear MistersI should be grateful if you could send me your information brochure about courses offered byyour school in 2001.My brother and I are university students and are interested in summer courses in July or August.Thank you.

Yours sincerelyMilan Juran

3. Translate into English:1. Stimata Doamna/ Stimate Domn,

In urma cu o saptamana firma noastra a rezervat la dumneavoastra patru bilete de avion pe ruta Bucuresti � Los Angeles, iar acum trei zile am fost nevoiti sa anulam aceste rezervari. Flexibilitatea de care ati dat dovada ne-a incantat si va multumim pentru intelegerea manifestata. Asa cum v-am spus deja, evenimente nu tocmai placute ne obliga sa ramanem in tara, alaturi de ceilalti trei membri ai Consiliului de Administratie, care urmau, si ei, sa se indrepte spre Los Angeles peste o saptamana.

Ca de atatea ori, agentia de turism pe care cu cinste o reprezentati a reactionat imediat la dorintele noastre si a luat masurile necesare. Va multumesc in numele meu si al celor trei colegi si doresc sa va asigur, pe aceasta cale, ca ati devenit deja partenerul nostru oficial privind achizitionarea biletelor de avion pe rute internationale.

Cand vom lua decizia de a merge la Los Angeles, pentru intalnirea anuala cu partenerii americani, vom apela tot la dumneavoastra. Ati dovedit ca meritati increderea noastra!

Cu stima,

Davis BrightPresedinte al Consiliului de Administratie

2. Stimate domnule Brown,

Desi de aceasta data, comanda noastra a fost pentru o cantitate de trei ori mai mare decat cea obisnuita, ne-ati livrat marfa intr-un termen uluitor de scurt. Va multumesc foarte mult pentru acest lucru si sunt realmente fericit ca nu a fost nevoie sa apelez la stocul de rezerva pe care il detinem.

V-ati dat seama, desigur, ca, in ultima vreme, cererea pentru produsele realizate de XXXX a crescut extraordinar, acesta fiind, de altfel, si motivul acestei comenzi mult mai mari. Ne bucuram ca ati reusit, si de aceasta data, sa ne livrati produsele inainte de termen.

Tinand cont de interesul crescand al clientilor firmei noastre, precum si de calitatea tot mai deosebita pe care o dovediti, am hotarat sa ne diversificam oferta. V-as fi recunoscator daca mi-ati comunica in ce zi sunteti disponibil pentru o scurta intrevedere legata de acest aspect.

Pana atunci, va multumesc din nou!

Al dumneavoastra,

Peter Smith