Plekhanov
IBS
МИНИСТЕРСТВО ОБРАЗОВАНИЯ И НАУКИ РОССИЙСКОЙ ФЕДЕРАЦИИ
федеральное государственное бюджетное образовательное учреждение
высшего профессионального образования
«Российский экономический университет имени Г.В. Плеханова»

Факультет «Международная школа бизнеса»
IBS-Plekhanov
ДЕЛОВАЯ КОРРЕСПОНДЕНЦИЯ
BUSINESS LETTER
Часть 1
Москва 2014
Составители:
Л.Б. ФИЛИППОВА
Л.П. ТИМОШЕНКО
Деловая корреспонденция (Business Letter)/ Сост. Л.Б. ФИЛИППОВА, Л.П. ТИМОШЕНКО.
М.: Рос. Экон. Унив., 2014. Ч.1.
Содержит тексты и задания по деловой переписке к темам «Части делового письма»,
«Стиль», «Запрос», «Оферта» и «Заказ – Заявка».
Предназначены для студентов факультета IBS.
 
Unit 1
The Importance of Letters
I. Discussion topics.
Discuss the following questions with your group-mates:
1.
What is your chosen career field? What kind of writing do you think you will encounter in
this career?
2.
What kind of letters do you receive addressed to you at home? At your work? Why are they
sent to you and what do they want you to do?
3.
Read the text and answer the questions below.
Неученый молодчик, желая написать письмо к своей любовнице и не зная его сочинить,
купил книгу писем и читал ее довольное письмо, кое, списав, послал к ней. Но как у ней
была такая же книга и в коей она, нашед то письмо с ответом, написала своему любителю
так: «Государь мой, я письмо ваше получила, и, оборотя лист, увидите ответ».
(Из «Письмовника, содержащего в себе науку российского языка
со
многим
присовокуплением
разного
учебного
и
полезнозабавного вещесловия» Николая Курганова. 1769)
1.
Would you like to get a personal letter based on a pattern from a letter writing manual? What
about business letter?
2.
Do you think it helpful to use such manuals in business letter writing? Give your reasons.
II. Reading.
The Importance of Letters
A letter can be defined as a formal written message that is carefully prepared and addressed to
specific audience and that has a clearly announced function. Letters are both a personal and
professional means of communication. Effective letters clearly announce their purpose and are
written in complete sentences in a style that (1) follows an appropriate format, (2) courteously
addresses the reader, and (3) selects the most precise language.
Companies annually spend millions of dollars writing letters. In terms of materials and time, the
average business letter now costs between eight and twelve dollars to compose, dictate, type, proofread, mail, store, and retrieve. Not surprisingly, many companies own fax or E-mail machines that
allow them to send a letter across the country in a few minutes. But even with such machines,
businesses need people to write and proof-read the letters. Numerous companies offer their
employees seminars on how to write clear and appropriate letters. The skill of good letter writing
can be learned and can lead you to advancement and rewards.
Why are letters so important to the employer and the employee? Letters represent the public image
of the company and the professional competence of the writer. They can influence people
favourably or unfavourably. Basically, letters serve the following four functions.


1.
2.
Letters provide information. They can give instructions and can inform readers about a
new policy, a change in time for deliveries, an alteration in procedures, a new product, or a
service.
Letters prompt action. They can help the writer collect money from overdue accounts, alter
a city ordinance, speed the shipment of new parts, initiate a policy, call a meeting, or waive a
requirement.
3.
Letters establish goodwill. They can thank someone, convey congratulations, respond to a
complaint, settle an account satisfactorily, or provide a recommendation.
4.
Letters sell. They can sell a product, a service, or the writer's own skills.
Letter classification
Although it is impossible to categorise all business and public service letters it is helpful to be
acquainted with some common types.
1.
Function
Letters provide / request information
2.
Letters prompt action
3.
Letters establish goodwill
4.
Letters sell
Letter classification
Requests
Inquiries
Orders
Resume (CV)
Credit letters
Credit letters
Complaints
Collections
Public relation letters
Adjustments
References
Sales
Proposals
Application
III. Reading assignments.
Ex 1. Skim through the text and answer the questions
1.
2.
3.
4.
What is a letter?
Why are letters so important to the employer and the employee?
What may the reputation of a firm depend on?
What are the functions of the modern business letter?
Ex 2. In some circumstances the frequency with which certain categories of letter are despatched
makes it worthwhile having them produced on a word processor. Standard paragraphs may
thus be used in all letters, and variables such as names, addresses and amounts of money
 
typed on individual letters by the word processor operator. Such letters are called "form
letters".
What are the advantages and disadvantages of its use? Complete the following table.
Advantages
Disadvantages
Ex 3. Business letter format.
1
Student Bookshops Ltd
21-25 High Street
Oxford OK19 4QZ
Telephone:
Oxford 46912
Telegrams:
Stubooks Oxford
2
Telex: 8694173
3
Your ref ND/TM
Our ref
KH/SV WC 1
4
7 th June 19--
5
N Dawson
Management Studies Department
Cherwell College of Further Education
West Grove
OXFORD
OK12 3BG
6
Dear Mr Dawson
7
MANAGEMENT STUDIES BOOK EXHIBITION
8
Thank you for your letter of 28 th May 19--, in which you invite our Oxford branch to mount an
exhibition of management studies books early in the coming autumn term at your college.
Mr. Peterson, branch manager at Oxford, has passed your letter to me, and I am delighted to accept your
kind offer and appreciate the extension of the facilities of your main lecture hall to my company.
I should be grateful if you would notify me in due course of the proposed date for the exhibition, the
number of students for whom we should plan and the nature and levels of their courses.
I look forward to hearing form you, and enclose a copy of our current management studies catalogue to
give you an indication of the scope of our stocks.
9
Yours sincerely
10
K. Harris
11
K Harris
12
Managing Director
13

Encl


Look at the business letter and decide which word from the list below corresponds to which part of
the letter. Make a list of the numbers and the correct parts of the letter, like this:
1 - letterhead
body of the letter
letterhead
writer’s name
date
references
logo
signature
NB
opening salutation
writer’s position in the company
reader’s name and address
subject
enclosure
closing salutation
The way you close the letter depends on how you open it and write reader’s name and
address.
Reader’s name and
address
Simple Stationers
15 Mowbray Road
London NW6 5EJ
Sales Manager
Simple Stationers
15 Mowbray Road
London NW6 5EJ
Opening salutation
Dear Sirs,
Closing salutation
Yours faithfully
Dear Sir,
Dear Sir or Madam,
Yours faithfully
You don’t know
the reader’s name
Ex 4. Match the English words and phrases
equivalents in column B.
A
1.
Body of the letter
2.
Letterhead
3.
Thank you for your interest in the
company
4.
We look forward to doing business
with you
5.
Yours sincerely
6.
Reference
7.
Yours faithfully
8.
I enclosed a catalogue as requested
9.
Signature
10. I look forward to hearing from you
soon
11. Please find enclosed a cheque for…
12. Writer’s position in the company
13. I would be grateful if you could send
me a catalogue
14. Could you send me a brochure?
Yours sincerely
You know the
reader’s name
in column A with the correspondent Russian
B
a)
b)
c)
d)
e)
f)
g)
h)
i)
j)
k)
l)
m)
n)
 
Ms Meiners
Sales Manager
Simple Stationers
15 Mowbray Road
London NW6 5EJ
Dear Ms Meiners,
Подпись
С уважением
Штамп
Не могли бы Вы переслать мне
брошюру
Содержание письма
Входящие или исходящие данные
Буду Вам признателен, если Вы
вышлете мне каталог
Искренне Ваш
Должность отправителя письма в
компании
Благодарим за проявленное к нам
внимание
Пожалуйста, обратите внимание на
прилагаемый чек
Надеемся на развитие делового
сотрудничества с Вами
По Вашему запросу высылаю каталог
Надеемся на скорейшее получение
Вашего письма
Ex 5. Fill in the blanks using the words from the box below.
A
trace, about, the reader, useful, invoice number, the initials, a letterhead, also, you
A company always has its address at the top of each letter so that ________ knows where to reply.
This address is often printed on the paper and called _________. Companies keep a copy of each
letter for future reference so the reader's name and address is_________ written on the letter. The
date is important, it helps ___________ follow a sequence of letters and can be a __________
reference for either the writer or the reader. The references are also useful for helping the writer and
reader __________ the letter, or decide what it is _________. The references are often _________
of the writer and the person who typed the letter, but they can also be an order or _____________,
the name of a department, etc.
B
intentions, the writer's position in the company, the enclosures, opening salutations, underneath, a
signature, refers, formula
In your _____________, it is polite to use the reader's name if you know it. The first paragraph of a
letter usually ___________ to any previous contact or correspondence and states writer's
____________. The final paragraph is usually a polite ___________. The writer of the letter signs it
and the name of the writer is typed___________ (it is often difficult to read___________).
____________ is typed under the name, so the reader knows who he/she is dealing with. If anything
is enclosed with the letter, you write Encl, at the bottom, partly to remind the writer to put in
_____________, but also that the reader will know immediately if anything has been left out.
IV. Writing.
Ex 1. Put these addresses, names and dates in the correct places in the following two letters:
a)
Mrs E Lant
31 Ilford Road
London SW1 2XJ
Mrs Lant
E Lant (Mrs)
31 Ilford Road
London SW1 2XJ
Sales Department
London Goods Ltd
12 Martindale Road
London SE5 6BA
b)
c)
d)
e)
f)
g)
h)
i)
j)
k)
l)
London Goods Ltd
12 Martindale Road
London SE5 6BA
Sirs
Philip Gallagher
Sales manager
16 th October, 1991
21 st October, 1991
faithfully
sincerely
7
1
8
2
9
3
Dear 4
Dear 10
I saw your advertisement in the Daily Sun
and I would be grateful if you would send
me a copy of your catalogue.
Thank you for your letter of 16 th October. I
enclose our catalogue as requested.
Yours 11
Yours 5
12
6


Ex 2. Can you find 7 mistakes in this letter?
John Naunton
17 Brick Street
London SWL
Breakaway
84 Clarendon road
Colchester
4 th March 1998
Dear Sir
I your advertisement saw for holiday cottages in the Guardian newspaper.
Could you please to send me a copy of your 1998 brochure, and include an information such as
price lists and booking arrangements?
I look forward to hear from you, and thank you in advance.
Yours sincerely
John Naunton
Ex 3. Write a letter in reply to this advertisement, which you saw in a magazine called Today. You
also want to know about accommodation and the cost of living in London.
Is there any other information you would like?
ACCORD
SCHOOL
The experts in French teaching in the centre of London

General French classes

Executive classes

Social Club
for a brochure contact:
20 Spanish Place
London VLI
Tel: 01 491 2598

Ex. 4 Letter format refers to the way in which you type a letter - where you indent and where you
place certain kinds of information. There exists a number of letter formats. Two of the most often
used in the business world are:
 
1.
Fully-blocked format.
All the typed entries commence from the left-hand margin, forming a ‘vertical line’ down the page.
OHIO INSURANCE INSTITUTE
6200 East Board Street P O Box 632 Columbus
Ohio 43216/ Phone (614) 228 – 1593
April 3 1996
Ms Molly Georgopolus CPA
Business Manager
Diversified Industries
3400 South Madison
Akron OH 44324-6652
Dear Ms Georgopolus
As I promised in our telephone conversation this afternoon, I am enclosing a study of the Ohio
financial responsibility law. I hope that it will help you prepare your report.
I wish to emphasize again that probably 95 percent of all individuals who are involved in an
accident do obtain reimbursement for hospital and doctor bills and for damages to their
automobiles. If individuals have insurance, they can receive reimbursement from their own
carrier. If they do not have insurance and the other driver is uninsured and judged to be at fault,
the State Bureau of Motor Vehicles will revoke that party’s driver’s license and license plates
until all costs for injures and damages are paid.
Please call upon me again if I may be of help to you.
Sincerely yours
John C Winchell
President
JCW/pck
Encl


2.
Semi-blocked format.
The date and complimentary close are situated to the right of centre and each paragraph is indented.
7339 East Daphne Parkway
Mobile AL36608 – 102
January 31 1997
Mr Travis Boykin
Manager
Scandia Gifts
703 Hardy Street
Hattiesberg MS 39401-4633
Dear Mr Boykin
I would appreciate knowing if you currently stock the Crescent pattern of model 5569 and
how much you charge per model number. I would also like to know if you have special prices
per box order.
The name of your store is listed in the ANNUAL CATALOG as the closest distributor of
Copenhagen products in my area. Would you please give me directions to your shop from
mobile and the hours you are open.
I look forward to hearing from you.
Sincerely yours
Arthur T McCormack
 
3.
AMS simplified format.
Gaining popularity in the USA is a third known as THE ADMINISTRATIVE MANAGEMENT
SOCIETY (AMS) simplified style. The AMS style follows the fully- blocked format in which every
line begins at the left-hand margin. But unlike the fully-blocked format, the AMS style omits the
salutation and complimentary close, includes a subject line1 without the word "subject" typed in
capital letters; the writer's name, title and identification are typed in capital letters on the same line.
OFFICE PROPERTY MANAGEMENT ASSOCIATES
2400 South Lincoln Highway
Livingston NJ 07040-9990
April 17 1996
Mr W T Albritton
Albritton and Sharp Accounting Services
Suite 400
Suburban Office Complex
Livingston NJ 07938-3289
IMPROVED SERVICES AT SUBURBAN OFFICE COMPLEX
At our April meeting, Office Property Management Associates discussed a number of requests
you and other tenants made at the Suburban Office Complex. I am happy to inform you that the
following improvements in services will go into effect at the Suburban Office complex within
45 days.
1. Effective June 5, you will have an on-site manager, Judy Fiorelli, who will be happy to
answer any questions you may have about the Complex and will help you solve any
problems.
2. The parking lot on the southwest side will be resurfaced during the week of June 12 – 18.
During this time, we ask that you and your staff please park your vehicles in the north or
the east lots.
3. A new outdoor security lighting system will be installed by June 16. Work on this system
should not inconvenience you.
I welcome your comments on these changes or suggestions for additional ones. Please feel free
to call or write me.
GLADYS T MULLINS – OSBORNE VICE PRESIDENT

1
A subject line can provide a concise summary of the letter (something like a title) or it can list account
numbers, order notations, or referral numbers. The subject line, proceeded by the word SUBJECT in capital
letters, is placed two spaces below the opening salutation.
Dear Ms Hogan:
SUBJECT: Repair of model 7342



Write the letter given below in each of the three arrangement styles:
a)
b)
c)
Fully - blocked
Semi - blocked
AMS simplified
Date:
July 9, 1991
Reader's address:
The Middle Atlantic Institute of Technology,
149 Danbury Road,
Danbury,
Connecticut 50202
Attention line2:
Attention Dean Claude Monet
Salutation:
Dear Dean
Subject line:
Educational Exchange
Body:
The Commission for Educational Exchange between the United States and Belguim has advised me
to contact you in order to obtain employment assistance.
I received my Doctor's Degree with a ‘grande distinction’ from the University of Brussels and
would like to teach French (my mother tongue), English, Dutch, or German.
My special field is English literature; I wrote my dissertation on James Joyse, but I am also
qualified to teach languages to business students. I have been active in the field of applied
linguistics for the past two years at the University of Brussels.
I look forward to hearing from you.
Complimentary closing:
Respectfully yours
Signer's identification:
Jacqueline Brauer
Reference initials:
JB:db3

2
When a letter is written to an organisation or department, the official nominated to deal with it may be
indicated by typing the following above the salutation:
ATTENTION: Mr Smithe

3
In American English (AE) reference initials are placed after signer's identification:
AM : sn
AM / sn

 
Unit 2
Parts of a Letter
I. Discussion topics.
Discuss the following question with your group-mates:
1.
Do you think it necessary to stick to the basic conventions for effective letter writing? If your
answer is "yes" say why.
II. Reading.
Parts of a Letter
A letter must contain many parts to communicate its message. These parts and their placement in
your letter form the basic conventions of effective letter writing. Your reader will be in the habit of
looking for certain information in certain places in your letter. It is your responsibility as a letter
writer to meet your reader's expectations. By doing so you will create a good impression.
Parts and Components
Letterhead
Trading name
Logo
BE
Letter reference
Date

Postal address
Post code (BE), Zip code
(AE)
Telephone number
Telegraphic, cablegram
address
Telex number
Names of directors
Addresses of registered
office
Registered number
Registered location
1.
The letter-writer’s
initials
2.
The letter-typist’s
initials
3.
A coded file reference
Day, month, year
Explanations
It is printed and supplied by your employer. It
is used only for the first page of the letter.
It must be registered and displayed.
It is a visual symbol or device which
communicates memorably what a company or
institution does, or with what it would like to
be associated.
The legal requirements are to protect the
letter’s
reader
from
difficulties
of
identification or communication resulting
from unscrupulous dealings.
‘Our ref’ is given to outgoing letter.
‘Your ref’ – to incoming letter.
In the US, it is normally situated in the end of
a business letter.
e.g. Our ref HT/JN WA 151 (BE)
Your ref LMK/pb
(BE)
JB:DB
(AE)
JB:db
(AE)
It is typed few lines below the letterhead.
e.g. 16th July,1991
(BE)
16th July 1991
(BE)
July 16th 1991
(AE)

July 16,1991
(AE)
NB 3/1/94 - the third of January nineteen
ninety-four (BE)
- the first of March nineteen
ninety-four (AE)
Reader of the
letter
Reader’s address
Attention
reference
Company, institution or
individual
Name, street, town, county or
state, post code, country
Specified person’s title or
position and name following
on the same line
Care of
c/o
Salutation
Commonly greeting (Dear
…) a courtesy title, reader’s
last name
Subject-heading
Brief summary of letter’s
theme
Letter message
Complimentary
close
Content
Closing assurance
Signature
Author’s signature
Author’s identity Typescript of author’s name
Author’s official
title
 
Author’s title or position in
the company
It is typed as it will appear on the envelope
It is not always required. It should be used
when the letter is addressed to a company or
organization as a whole, but you want it to be
handled by a specific individual at the
company or within the organization. It should
be underlined or typed in capitals.
e.g. For attention of Mr Greene (BE)
ATTENION: Mr Greene
(AE)
It refers to a person in the company who is
responsible to take care of the letter and
delivery to a relevant person / department.
‘Dear Sir’, ‘Dear Madam’, ‘Ladies and
Gentlemen’, are acceptable in cases of
extreme formality. When the reader’s name is
not known, the person’s title is the next best
term in a salutation.
It is often omitted, but its inclusion is a
courtesy to your reader. By alerting him to the
content of your message, you enable him to
decide whether the letter requires immediate
attention. It should be underlined or typed in
capitals.
e.g. REPAIR OF MODEL 7342 (BE)
Repair of model 7342
(BE)
SUBJECT: Repair of model 7342 (AE)
In AMS format the word ‘subject’ is omitted.
It’s a polite formal way to end a letter.
Standard forms are:
Yours sincerely,
Yours faithfully, etc.
It is typed four lines below the complimentary
close to allow space for the signature. When
letters are signed by a secretary for his / her
principle, ‘for’ or ‘p.p.’ is commonly inserted
before the typescript name.
e.g. for John Smith
Production Manager
Enclosure
Indication of accompanying
material
Letter copy(ies)
reference
Indication of copies ‘
recipients
Continuation
sheet details
Page number, date and
recipient name
This is a practical courtesy to prevent your
reader from discarding important matter with
the envelope. It consists of:
enc. encs. Enc. Encs. Encl.
Enclosure Enclosures
It tells the reader who has been sent a carbon
copy of the letter and consists of:
copy to,
copies to,
cc (carbon copy), xc (xerox copy)
It is typed at the head of page 2 and
subsequent pages of the letter.
NB When the letter's contents are confidential the following "warning headings" may be
prominently displayed on both the letter sheet or envelope
CONFIDENTIAL or
PRIVATE AND CONFIDENTIAL
III. Reading assignments.
Ex 1. Skim through the text and answer the questions.
1.
What contribution do the letter components and their placement make to the impact of the
business or public service letter?
What parts of a business letter are required by law for some companies?
How are letters usually referenced under "Your ref.", "Our ref."? How does the letter
referencing system contribute to the filing and retrieval of letters?
What are the acceptable methods for setting out the letter's date?
What are the technical terms for the letter's "greeting" and "signing-off"?
What is the order by which letters after an opening salutation are set out?
What is the function of the subject-heading?
How should a secretary sign a letter on behalf of an absent principle?
How does the typist indicate that a letter is accompanied by additional material?
How does the typist indicate that a copy of a letter has been sent to a third person?
2.
3.
4.
5.
6.
7.
8.
9.
10.
Ex 2. An integral part of the appearance of the letter is the use of an "open" or "closed"
punctuation system. When the "open punctuation" is employed, all punctuation outside the
body of the letter is omitted. "Closed punctuation" is the name given to the practice by
which all parts of the letter are normally punctuated.
Recipient address (BE)
Open punctuation version
Mr R O Jefferson
Marketing Director
Fleetway Transport Ltd
14 Queen’s Road
MANCHESTER M60 2DA

Closed punctuation version
Mr. R.O. Jefferson,
Marketing Director,
Fleetway Transport Ltd.,
14 Queen’s Road,
MANCHESTER. M60 2DA

NB They do not use any punctuation at the end of the lines of the recipient address in the USA.
What advantages does open punctuation provide in letter production? Complete the following table.
advantages
Ex 3. Fill in the blanks using the words from the box below.
A
format,
double-space,
indented,
contains
The body of a letter _____________ the message. In the full block __________, paragraphs are
never indented, in AMS format, paragraphs may or may not be __________ five spaces. Whichever
style your choose, single-space within the paragraph, but __________ between paragraphs.
B
important,
extend,
leave,
bury,
always,
readers,
message, conclusion,
happen
While some of your letters will be only a few lines long, many of them will __________ to three or
more paragraphs. __________ begin your letter with your purpose. Tell __________ in the first
paragraph why you are writing to them and why your letter is __________ to them. In a second
paragraph, develop your __________ with factual supports. But don't __________ important points
within middle or end of your paragraph. In your last paragraph, bring readers to a true sense of
__________. Tell them what you have done for them, what they should do for you, what will
__________ next, when they will hear from you again, or any combination of these messages. Don't
__________ readers hanging.
Ex 4. Design a letterhead for a company selling a range of household cleaning products. Include
all the information about the company that is normally shown in a letterhead.
Ex 5.
A. Read the text that follows
Inside Address
The inside address is the same address that goes on the envelope. It contains the name, title (if
any),company, street address, city, state, and zip code of the person or company to which you are
writing. If possible, try to write to a specific individual in a company instead of using "Sales
Manager" or "President".
Single-space the inside address, but do not use any punctuation at the end of the lines . The
name of the individual, together with a courtesy title such as Mr., Ms., Dr.(doctor), Professor, goes
on the first line. When writing to a woman, use Ms. unless she expressly asks to be called Mrs. or
Miss. A woman's martial status is not an issue. The initials M.D., or Ph.D. should not be added after
you use Dr. Use either Janice Howell, M.D. or Dr. Janice Howell, not Dr. Janice Howell, M.D. Any
 
military titles (Captain, Corporal), academic ranks (Professor, Assistant Professor), or religious
designations (Reverend, Father, Sister) should be written out in full and the first letter capitalized.
If the individual to whom you are writing holds an office or has a title within the company, put a
comma after the person's name, followed by the title: Ms. Kathy Buel, President. If the title contains
more than one word, put the title on the next line: Mr. Henry Gerald/ Director of Computer
Services.
If you do not know the individual's name or if you are writing to an entire corporation or section of
a company, put the department or company name on one line and the street address on the next line:
Public Relations Department/ The Doulet Brace Company/ 1343 Jackson Street/ Chicago, Il 60624
- 1205.
NB M.D. - Doctor of Medicine
Ph.D. - Doctor of Philosophy
B. Set out the inside address, the salutation and complimentary close to the company whose
letterhead is given below.
Registered Office:
42 Warrington Road
Liverpool LW4 9RT
Registered No. 468973
Registered in England
Directors:
A. Rowe (Managing)
F. Piercey
T. Rowlands
S. Wainright
Telex: 349764
Telegrams: Lancstyre L'pool
LANCASHIRE TYRE DISTRIBUTORS LTD
42 Warrington Road, Liverpool LW4 9RT
Telephone: 051 - 423 6934/5/6
C. Give the correct salutations and complimentary close to the names and addresses below.
a)
b)
White and Sons Ltd, 22 Warrington Road, Liverpool LW4 9RT
Systems Consultant, Broadacres Development Corp., 12 East River Street, Detroit M1 480010422
H.R.Baxter, Proprietor, Ajax Tyre Center, Stretford, Manchester MS14 3RF
Headmaster, Highgrove Comprehensive School, AVALON, Wessex AV12 4KA
Patricia Barnes, Office Manager, Courtesy Motors, 1700 Lakewood Street, Boston, MA
02127-3160
Terry Hogan, Albritton and Sharp Accounting Services, Suite 400,Suburban Office Complex,
Livingston, NJ 07038-2389
c)
d)
e)
f)
NB If you are not sure of the sex of the reader, use the reader's full name: "Dear Terry Banks".
NB In the US, when writing to a company use the company name -"Dear Procter & Gamble" - but
not the sexist "Dear Gentlemen". Similarly, if you are writing to a group that includes both men
and women, use "Dear Ladies and Gentlemen", but not the sexist "Dear Sirs".


D. Write appropriate inside addresses and salutations to
a)
b)
c)
d)
e)
a woman who has not specified her marital status
an officer in the armed forces
a professor at your school
an assistant manager at your local bank
your congressperson
Ex 6. Supply each letter with a subject-heading
A.
Dear Sirs,
I would like to report an automobile accident. I am also making a claim for damages to
my car.
The accident occurred on March 13. My car was parked on Elm Street. A snowstorm
during the night had made the street quite icy. Mr. Kowalski's car skidded on the ice
and hit my car. The left rear fender of my car was crushed. The damages are estimated
at $ 450. Mr. Kowalski admits responsibility and has filed a police report (003726).
I would like restitution for the repair costs. My car may be viewed at Al's Auto Body
Shop, 261 Hughes Avenue.
Thank you.
Faithfully yours,

rear fender (амер.) – заднее крыло
restitution – возмещение убытков
B.
Dear Mr. Morris,
With inflation worse abroad than at home, many Americans are reconsidering that long-savedfor trip to Paris. Therefore, I am submitting a copy of my article, "Paris on a Budget", for your
consideration. The readers of TOURIST magazine may find it helpful.
Based on my own recent experiences, the article is a guide for the tourist on a tight budget. It
suggests moderately priced but comfortable hotels and boarding houses. Free or nearly free
places to go and things to do are listed also. All details and prices have been researched
carefully.
Your consideration of my article is appreciated greatly. You are welcome to make any
necessary editorial revisions.
Sincerely yours,

 
IV. Writing.
Ex 1. Standard business letter.
Some business letters are very simple. Look at this standard business letter a secretary wrote from
her boss' notes
Notes: tel conv this pm / our catalogue // thanks for yr enquiry / do business with you
The body of the secretary's letter:
Further to our telephone conversation this afternoon, I enclose our catalogue.
We thank you for your enquiry and we look forward to doing business with you.
Write the body of these letters in the same way from these notes:
1.
2.
3.
4.
5.
6.
tel conv this am / our price list // thanks for yr enquiry / do business with you
conv yesterday pm / a job application form // thanks for yr enquiry / hear from you
tel conv this am / a cheque for $ 97 // apologise for the delay / receive yr receipt
conv this pm / our invoice // ... / receive yr payment
yr telex / our official order // apologise for the delay / receive the goods
conv at yr office / a copy of the financial report // ... / hear yr opinion
Ex 2. Set out and punctuate the following letter correctly.
Divide it into paragraphs if you think it necessary.
13 chesnut st durham 17 march 1991 globe furniture 166 henly st london wl dear mr bradburn
i recently ordered from you a set of four french dining room chairs and an italian coffee table
both of which were advertised in the january edition of home and garderns magazine they
arrived as promised but unfortunately they were damaged the coffee table had one of its legs
broken and the backs of the chairs were scratched i understand these items are under
guarantee could you please tell me what i should do i look forward to hearing from you yours
sincerely james p robinson



Ex 3. Find and correct the typographical errors in the following letter. Rewrite it using the correct
business letter format
Dear Mr. Jones:
I am very much enterested in finding a copy of your most recent brochure on nutrition. I
am najoring in in foodscience at Westgatte Community Colledge and would appreciate
obtainning some infornation about your polcies and procedures in the distribution of hot
lucnchs in teh elementary grades. Your extenaive operatiom in this area has been
priased for its thoroghness nad flexibility.
If you have any copies of this borchure, or other instructons I might see, I would like to
ue them in my class reports. With yoor permision, I would like to shafe these materials
with my homeeconomics calss.
Sincerly yours,
J.P. Allen

Ex 4. This is a tapescript of what a boss has dictated to his secretary. Write the letter using the
correct business letter format.
... "Ah, take a letter, please, Miss Smith. ...Bombay Animal Supplies Ltd, etc. ...Dear Mr Singh
comma subject-heading Order No. 8692.
...Letter begins... Further to my order of 21st August 1991 comma please supply comma in addition
comma three elephants open bracket Indian close bracket comma two tigers open bracket striped
close bracket comma three cobras with hoods if possible and two mongooses... er no, mongeese. ...
No, start again... and one mongoose. Letter ends Yours etc. ... P.S. Please send another
mongoose."...
 
Unit 3
Business Letter Style
(some psychological aspects)
I. Discussion topics.
Discuss the following questions with your group-mates:
1.
2.
What problems arise in letter-writing that are more easily resolved in oral communication?
Do you think it important to keep the reader's personality and background in mind when
choosing the language for your letter?
If your answer is 'yes', say why.
3.
II. Reading.
Writing letters means communicating to influence your readers, not to antagonise them. Keep in
mind that writers of effective letters are like successful diplomats in that they represent both their
company and themselves. The image you want readers to have of you and your company is
projected through your letter. You want readers to see you as courteous, credible and professional.
To write an effective letter like that, first put yourself in the reader's position. What kinds of letters
do you like to receive? You would at once rule out letters that are vague, impersonal, sarcastic,
pushy or condescending. You want letters addressed to you to be polite, business-minded, and
considerate of your needs and requests. If you have questions, you want them answered honestly,
courteously, and fully. You do not want someone to waste your time with a long letter when a few
well-chosen sentences would have done the job much better.
What do you, as a writer, have to do to send such effective letters? Adopt the 'you attitude'; in other
words, signal to readers that they and their needs are of utmost importance.
FOUR GUIDELINES TO ACHIEVE THE ‘YOU ATTITUDE’
The following four guidelines will help you to make good impression on your reader.
1.
Never forget that your reader is a real person. Avoid writing cold, impersonal letters.
Let the readers know that you are writing to them as individuals. A simple 'please' or 'thank you' is
often enough to make a letter warmer and more friendly. Instead of:
‘We have received your order.’
you might try:
‘Thank you for your recent order.’
Or in place of the impersonal:
‘Checking our records, we have verified the error in your November bill.’
you could help retain the customer by writing:


‘Please accept our sincere apologies for the error in your November bill.’
Benefits to the particular reader are stressed and the reader is addressed as a valued customer.
2.
Keep the reader in the forefront of your letter. Make sure that the reader's needs control
the letter. This is the essence of the 'you attitude'. No one likes people who talk about themselves all
the time. Stress the 'you' not the 'I' or the 'we'.
For example:
‘Please accept our apologies for the delay.’
is perfectly polite. But:
‘We hope you have not been seriously inconvenienced by the delay.’
lets your reader know that you care.
3.
Be courteous and tactful. Building and sustaining the goodwill of your reader should be
the underlying goal of nearly any letter you write. Even a delinquent account may someday become
a paying customer.
The following words can create a bad taste in your reader' mouth.
It’s defective
I demand
I insist
We reject
That’s no excuse for
Totally unacceptable
Unprofessional (job, attitude)
Your failure
You contend
You allege
You should have known
Your outlandish claim
Use words that emphasise the 'you attitude', and avoid offensive language.
Compare the discourteous sentences on the left with the courteous alternatives on the right.
Discourteous
We must discontinue your service unless
payment is received by the date shown.
Your claim that our product was defective on
delivery is outlandish.
Courteous
Please send us your payment by November 4 so
that your service will not be interrupted.
We are sorry to learn that you were dissatisfied
with the condition of our product when it
reached you.
You are sorely mistaken about the warranty.
We are sorry to learn about the difficulty you
experienced over the service terms in our
warranty.
It goes without saying that your suggestion is It was thoughtful of you to send me your
not worth considering.
suggestion but unfortunately we cannot
implement it right now.
The last example above begins with a phrase that frequently sets readers on edge. It's best to avoid
using 'it goes without saying' since it can quickly set up a barrier between a reader and writer.
 
4.
Be neither boastful nor meek. These two strategies - one based on pride and the other on
humility - often lead inexperienced letter writers into trouble.
Aggressive letters, filled with boasts, rarely appeal to readers. Letters should radiate confidence and
let the facts speak directly and pleasantly for themselves. The sentences on the left boast; those on
the right capture confidence with grace.
Boastful
You will find me the most diplomatic employee
you have ever hired.
I have performed that procedure so many times I
can do it in my sleep.
Graceful
Much of my previous work has been in
answering and adjusting customer complaints.
I have performed all kinds of therapy as part of
standard procedure.
At the other extreme, some writers stress only their own inadequacy. Their attitude as projected in
their letters is "I am the most unworthy person who ever lived". Note how the meek sentences on
the left are rewritten more positively on the right.
Meek
I know that you have a busy schedule and do not
always have time to respond, but I would be
appreciative if you could send me your brochure
on how to apply Brakelite.
I will be grateful for whatever employment
opportunities you could kindly give me.
Positive
Please send me your brochure on how to apply
Brakelite.
I will welcome the opportunity to discuss my
qualification with you.
III. Reading assignments.
Ex 1. Skim through the text and answer the questions.
1.
2.
3.
4.
5.
6.
7.
8.
9.
What image do you want your reader to have of you?
What kind of business letters would you like to receive?
What kind of business letters does nobody like?
What is meant by 'you attitude' style?
What four guidelines will help you make good impression on your reader?
Why is it important to remember that your reader is a real person?
What is the essence of 'you attitude' approach?
What is the underlying goal of nearly any business letter you write and why?
What two strategies often lead inexperienced letter writers into trouble?
Ex 2. Read the extract that follows.
«В письме стояло: «Многоуважаемый господин! Как вам известно, вы приняты на службу к
владельцу Замка. Вашим непосредственным начальником является сельский староста,
который сообщит вам все ближайшие подробности о вашей работе и об условиях оплаты,
перед ним же вы должны будете отчитываться. Вместе с тем и я постараюсь не терять вас из


виду. Податель сего письма, Варнава, будет время от времени справляться о ваших
пожеланиях и докладывать об этом мне. Вы встретите с моей стороны постоянную
готовность по возможности идти вам навстречу. Я заинтересован, чтобы мои работники
были довольны.» Дальше шла неразборчивая подпись, но рядом печатными буквами стояло:
«Начальник Н-ской канцелярии.»
Ф.Кафка «Замок»
1.
2.
3.
Discuss the style of the letter with your group-mates.
Analyse the letter in accordance with the guidelines in the Reading. Give your reasons.
Complete the table below with the phrases from the letter that correspond to the headings of
the table.
PERSONAL ATTITUDE
POSITIVE
CONDESCENDING
BOASTFUL
DISCOURTEOUS
Before reading the author's analysis of the letter given in the end of the Unit summarise your
general impression of the letter in writing.
Ex3.
Match the English words and phrases in column A with the corresponding equivalents in
column B.
A
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
14.
15.
 
B
communication
message
to be considerate of somebody’s
needs and requests
‘you attitude’
accept our apologies
to verify
order
to interrupt
payment
to be dissatisfied with the conditions
of the product
to experience a difficulty
to implement something
a delinquent account
a warranty agreement
we would appreciate receiving a
more detailed explanation
a)
b)
c)
d)
e)
f)
g)
h)
i)
j)
k)
l)
m)
n)
o)
мы были бы признательны за более
подробные разъяснения
«чувство партнера»
быть неудовлетворенным состоянием
товара
связь, сообщение
испытывать трудность
прерывать
примите наши извинения
сообщение
заказ, заявка
быть внимательным к потребностям и
просьбам кого-либо
злостный неплательщик
выполнить что-либо
платеж, выплата
договор-гарантия
подтвердить, удостоверить
Ex 4. Rewrite the following sentences to make them more personal
a)
It becomes incumbent upon this office to cancel order # 2394.
___________________________________________________________________________
Management has suggested the curtailment of parking privileges.
___________________________________________________________________________
ALL USERS OF HYDROPLEX: Desist from ordering replacement valves during the period
of Dec. 19-29.
___________________________________________________________________________
The request for a new catalogue has been honoured; it will be shipped to same address soon.
___________________________________________________________________________
Perseverance and attention to detail has made this writer important to company in-house
work.
___________________________________________________________________________
The Director of Nurses hereby notifies staff that a general meeting will be held Monday
afternoon at 3:00 PM sharp.
___________________________________________________________________________
Attendance is mandatory.
___________________________________________________________________________
Reports will be filed by appropriate personnel no later than the scheduled plans allow.
___________________________________________________________________________
b)
c)
d)
e)
f)
g)
h)
Ex5.
a)
The following sentences are discourteous, boastful, excessively humble, vague, or do not
reflect the 'you attitude'. Rewrite them to correct these mistakes.
Something is obviously wrong in your head office. They have once more sent me the wrong
model number. Can they ever get things straight?
___________________________________________________________________________
My instructor wants me to do a term paper on safety regulations at a small factory. Since you
are the manager of a small factory, send me all the information I need at once. My grade
depends heavily on all this.
___________________________________________________________________________
It is apparent that you are in business to rip off the public.
___________________________________________________________________________
I was wondering if you could possibly see your way into sending me the local president's
name and address, if you have the time.
___________________________________________________________________________
I have waited for my confirmation for two weeks now. Do you expect me to wait forever or
can I get some action?
___________________________________________________________________________
Although I have never attempted to catalogue books before, and really do not know the way
around the library, I would very much like to be considered at some later date convenient to
you for a part-time afternoon position.
___________________________________________________________________________
It goes without saying that we cannot honor your request.
___________________________________________________________________________
May I take just a moment of your valuable time to point out that our hours for the next three
weeks will change and we trust and pray that no one in your agency will be terribly
inconvenienced by this.
___________________________________________________________________________
b)
c)
d)
e)
f)
g)
h)


i)
j)
k)
Ex6.
Your application has been received and will be kept on file for six months. If we are
interested in you, we will notify you. If you do not hear from us, please do not write us again.
The soaring costs of correspondence and the large number of applicants make the burden of
answering pointless letters extremely heavy.
___________________________________________________________________________
My past performance as a medical technologist has left nothing to be desired.
___________________________________________________________________________
Credit means a lot to some people. But obviously you do not care about yours. If you did, you
would have sent us the $49.95 you rightfully owe us three months ago. What's wrong with
you?
___________________________________________________________________________
Compare the two letters below and see if you recognise the features that make the second
letter more 'you oriented'.
Dear Ms. Biggs:
Having conducted our standard credit investigation, we have concluded that it would be unwise
for us to grant you credit at this time.
We believe that the extent of your current obligations makes you a bad credit risk. As you can
understand, it is in our best interest to grant charge accounts only to those customers with
proven ability to pay.
Please accept our sincere regrets and feel free to continue to shop at Allen's on a cash basis.
Sincerely yours,

Dear Ms. Biggs:
I am sorry to inform you that your application for an Allen's charge account has been turned
down.
Our credit department believes that, because of your current obligations, additional credit might
be difficult for you to handle at this time. Your credit reputation is too valuable to be placed in
jeopardy.
We will be delighted, of course, to reconsider your application in the future, should your
financial responsibilities be reduced. Until then, we hope you will continue to shop at Allen's
where EVERY customer is our prime concern.
Sincerely yours,

 
Ex7.
Compare the two letters below and determine what makes the second one more ‘youoriented’.
I think that our rug shampooer is the best on the market. Our firm has invested a lot of time and
money to insure that it is the most economical and efficient shampooer available today. We have
found that our customers are very satisfied with the results of our machine. We have sold thousands
of these shampooers, and we are proud of our accomplishment. We hope that we can sell you one of
our fantastic machines.
Our rug shampooer would make cleaning your Happy Rest Motel rooms easier for you. It is
equipped with a heavy-duty motor that will handle your 200 rooms with ease.
Moreover, that motor will give frequently used areas, such as the lobby or hallways, a fresh and
clean look you can be proud of.
IV. WRITING.
Ex.1
Formal and informal letters.
A.
Here are two jumbled letters. One is written to a hotel, and the other to a friend. Work in
pairs. Decide which sentences go with which letter, and put them in the right order.
Letter to a hotel
Letter to a friend
______________________________________________________________
______________________________________________________________
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
14.
15.
16.
17.
18.
19.
I would like a single room with a shower.
I'm writing to ask you a favour.
I don't mind where you put me. I'll sleep anywhere!
I have a further request.
I would like to make a reservation for the nights of 22nd, 23rd, and 24th January.
I hope the above is convenient.
Write soon and let me know.
I'm coming down to London at the end of the month to go to a conference.
Could I have a bite to eat when I arrive?
I hope you are all well, and that you've recovered from the busy Christmas period.
I would be extremely grateful.
Could I possibly have a room at the back, as I find the front rooms rather noisy?
Could you put me up for a few days?
Just a sandwich will do.
I look forward to your reply.
It's the 22nd - 24th January.
As I will be arriving quite late, could you possibly put a cold buffet in my room on the 22nd?
I hope that's all right.
There is something else I'd like to ask you.
B.
Both letters were written by Chris Bright. His address is 47, Angel Road, Blaby,
Leicestershire. The hotel is Hotel Regent, 107 Carston Square, London W.1. His friend is
called Jan Price. Her address is 33 Alma Crescent, London N.10.
On a separate piece of paper decide how you would begin and end the two letters.


Think of
C.
-the address(es)
-the salutation
-the ending
Write replies to both letters. Include the following information:
From the hotel

confirm the reservation

price of the room

arrangements for food in the room
From Jan

some recent news

agreeing to the request

or refusing the request, saying why
Ex2.
Rewrite this letter to make it more courteous and 'you- oriented'.
Dear Mr. Ross:
With reference to your letter of Thursday last, I can't answer it because my boss, Ms. Leonard,
is out of town. If I gave you any information about the new contract with Hastings Development
Corporation, she might not like it.
If Ms. Leonard wants you to have that information, I'll have her write to you when she returns in
two weeks.
Yours truly,

V. CASE STUDY
A.
Your company has employed Mr. Fred Jenkins for the past 17 years. During that period, Mr
Jenkins, who is well-liked in the company, has had a variety of jobs mostly as a handyman, store
man nature. Currently he is in charge of your mail-room, but recently his disability occasioned by
injuries sustained during military service has worsened.
His doctors have advised him that he should give up his job or run a risk of a severe deterioration in
his health. He has a small disability pension, but is 58 years old, and personnel in your company are
not entitled to a pension until aged (males) 65.
Mr.Jenkins could be kept on in a part-time capacity if his health improved. Ex-gratia payments are
at the managing director's discretion. As personal assistant to the managing director, you have been
asked by him to draft a suitable letter to Mr. Jenkins, who is at home following a set-back. You
have been told to use your discretion and submit the draft when the managing director returns from
a visit.
 
B.
In order to help out a friend, Robin Goodfellow recently stood in as a stage manager for a local
amateur production of 'Cats'. Although he had no previous experience, Robin was an undoubted
success with both the back-stage crew and cast. So much so, that shortly afterwards he received a
letter from the honorary secretary of the Newtown Players offering him the permanent position of
stage-manager. Robin was flattered, but had too many business and local commitments, and did
not wish to commit himself to the many nights of rehearsal and production involved. Neither did he
have any wish to offend the Newtown Players' committee, partly because his friend was a member,
and also because some of his business associates were patrons of the Players.
What sort of letter-plan should Robin devise before drafting a letter replying to the invitation?
How could he best excuse himself tactfully? What tone should he adopt? As Robin Googfellow,
draft a suitable letter to Miss Penny Haslemere, Honorary Secretary, Newtown Players, 'Cawley
House', Cawley, Near Newtown, Herts CW12 8MG.
Ф. КАФКА «ЗАМОК»
«Письмо было неодинаковое, в некоторых фразах к нему обращались как к свободному
человеку, чью личную волю признают, - это выражалось в обращении и в той фразе, где
говорилось о его пожеланиях. Но были и такие выражения, в которых к нему скрыто или
явно относились как к ничтожному, почти незаметному с высокого поста работнику, будто
высокому начальству приходилось делать усилие, чтобы «не терять его из виду», а
непосредственным его начальником оказался сельский староста, ему надо было даже
отчитываться перед ним. И, чего доброго, его единственным сослуживцем станет сельский
полицейский. Тут, безусловно, крылись противоречия настолько явные, что их, без
сомнения, внесли в письмо нарочно.»


Unit 4
Business Letter Style
(using the most effective language in your letters)
I. Discussion topics.
Discuss the following questions with your group-mates:
1.
2.
Business style may be defined as ‘the most effective words in the most appropriate order’.
Give your comments.
In your opinion, what is the most general goal in any business letter writing?
II. Reading.
For many people, the hardest part of writing letters is putting their ideas into the right language. An
effective letter may require several drafts and revisions. Even a short letter (1 - 2 paragraphs) needs
to be revised until it sends the exact message conveyed in the right tone to your reader. These
simple suggestions can help. Your letter should be (1) clear, (2) concise, (3) contemporary. Regard
these principles of letter writing as three C's.
1. Be clear. Clarity obviously is the most important quality of a business letter. If your message
cannot be understood easily, you have wasted your time. Confusion costs time and money. Plan
what you are going to say - what your objective is - by taking a few minutes to jot down some
questions you want answered or some answers to questions asked of you. Doing this will actually
save you time.
Choose precise details appropriate for your audience. In choosing exact words, answer the reader's
five fundamental questions - who? what? why? where? and how? Supply concrete words, facts,
details, numbers. On the left are some examples of vague sentences that will puzzle a reader
because necessary details are missing. These sentences have been revised on the right, with exact
words, replacing unclear ones.
Vague
Please send me some copies of your brochure I
can use at work.
Clear
Please send me 4 copies of your brochure on the
new photocopier.
You can expect an appraisal in the next few
weeks.
You will receive the estimate on the installation
of a new 50,000 BTU air conditioning unit no
later then July 12.
Our store at 25 Tverskaya street sells the entire
line of Leather-world gloves.
Please let me know if Worldwide Air has a
weekday morning flight to Rio de Janeiro and
how far in advance reservations would have to
be made for that flight.
The fee for serving lunch to your room for three
people will be $35.
One of our Moscow stores carries that product.
I would like some information about your
scheduling policies to Rio de Janeiro.
The fee for that service is nominal.
 
2. Be concise. "Get to the point" is one of the most frequent commands in the business world. A
concise letter is easy to read and to act on. As you draft and then revise your letter, ask yourself
these two questions: (1) What is the main message I want to tell my reader? (2) Does every
sentence and paragraph stick to the main point? The secret to efficient correspondence is to get to
the main point at once, as in the following examples.

Your order will be delivered by July 26, as you requested.

I am happy to confirm the figures we discussed in our telephone conversation last
Wednesday.

I request an extension of two weeks in paying my note.
Please accept our apologies for the damaged sample shipped to you last week.
Many letter writers get off to a deadly slow start by repeating, often word for word, the contents of
the letter to which they are responding.
First draft
I have your letter of March 23 before me in
which you ask if our office knows of any allelectric duplexes for rent less than five years
old. You also asked if these duplexes are close
to shopping and medical facilities.
Revised
Thank you for your letter of March 23. Our
office does rent all-electric duplexes. We have
two units, each renting $375 a month that are
four blocks from the Mendez Clinic and two
blocks from the Edgewater Mall.
Another way to write a concise letter is to include only material that is absolutely relevant. In a
letter complaining about inadequate or faulty telephone service, mentioning colour preferences for
extension telephones would be inappropriate.
Finally make sure that your letter is not wordy. When planning your letter and before you start to
write, jot down the main point you want to make. Then list all the details necessary to make that
point; these may be facts, reasons, explanations, etc. Finally, rearrange your list; in the letter, you
will want to mention things in a logical order so that your message will come across as clearly as
possible.
In other words,
SAY EVERYTHING YOU CAN TO ELICIT FROM YOUR READER THE RESPONSE
YOU'D LIKE.
3. Be contemporary. Being contemporary does not mean you should use slang expressions (I had
a tire ripped off; That rejection was a bummer) or informal language that is inappropriate (Doing
business with M-Bank is a hassle). Nor should you go to the other extreme and become too stiff and
formal. Write to your reader as if you were carrying on a professional conversation with him or her.
Business letters today are upbeat, simple and direct. A business letter is readable and believable, it
should not be old-fashioned and flowery.


Often people are afraid to write naturally because they fear that they will not sound important. They
resort to using phrases that remind them of "legalese" - language that smells of contracts, deeds and
starched collars. The following list of words and phrases on the left contains musty expressions that
have crept into letters for years; the list on the right contains modern equivalents.
Instead of
Use
advise, inform
aforementioned
ascertain
at this present writing
I am in receipt of
attached herewith
at your earliest possible date
I beg to differ
we beg to advise
I am cognisant of
forthwith
hereafter, heretofore, hereby
we humbly request
immediate future
in lieu of
kindly advise
pursuant to
please be advised that
please find enclosed
pending your reply
per our conversation
prior to
we regret to inform you that
remittance
remuneration
rest assured that
your letter arrived and I have same
thanking you in advance
the undersigned / the writer
under separate cover
the wherewithal
yours of recent date
your communication
say, tell, let us know
previously mentioned
find out
now
I have
enclosed
soon
I disagree
we believe, think
I know
at once
(drop these three h’s entirely)
we ask
soon
instead of
let us know
concerning
I am happy (sorry) to tell you that
I’m enclosing
until I hear from you
when we spoke
before
we are sorry that
payment
cost, salary, pay
you can be sure that
I have your letter
thank you
I
I’m also sending you
the way
your recent letter
your phone call, your message
USE THIS PLAN AND YOUR LETTERS WILL ALWAYS 'IMPRESS'
I
M
P
R
E
S
S
 
DEA
ETHOD
RAGRAPHS
ECEPIENT
MPHASIS
TYLE
AFETY
Decide upon the principle aim(s)
Structure the letter's main points in a plan
Follow the opening, middle and closing scheme
Remember who will receive the letter
Guide the letter's progress to an action statement
Employ a style appropriate to the letter's aims
Check the letter for errors before dispatch
III. Reading assignments.
Ex 1. Skim through the text and answer the questions:
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
What is required for effective letter writing?
What three C's should one stick to while writing letters?
What is meant by planning a letter?
What kind of details should one choose?
What is meant by vague sentences?
What is the most frequent command in the business world?
What two questions should you ask yourself as you draft and revise your letter?
What two extremes should you avoid for being contemporary in your letter-writing?
What factors should you consider when planning the structure of the letter's message?
Can you remember the key words for planning your letter signified by the word ‘IMPRESS’?
Set them down.
Ex 2. Read the following letter and say why it sounds awkward.
Глубокоуважаемый г-н Кузнецов В.А.!
С большим сожалением я узнал о Вашей госпитализации из-за автоматической заточки
карандашей.
В результате происшедшего с Вами мы пересматриваем наше руководство по
применению и хотим предупредить покупателей, чтобы они не пытались затачивать
металлические предметы.
С глубоким уважением,
И.В. Крапивников
Генеральный Директор
ТОО Конторские точилки
Мировой лидер в области точильно-режущих устройств для учреждений и организаций.
Наш девиз «Будьте точны.»
Ex 3. Match the English words and phrases in column A with the corresponding Russian
equivalents in column B.


A
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
14.
15.
16.
17.
18.
19.
20.
previously mentioned
get to the point
clear
concise
contemporary
appropriate
to share with smb.
find out
instead of
I disagree
let us know
concerning
until I hear from you
you can be sure that
I am also sending you
your recent letter
relevant
inadequate service
acknowledge smth.
recipient
B
a)
b)
c)
d)
e)
f)
g)
h)
i)
j)
k)
l)
m)
n)
o)
p)
q)
r)
s)
t)
ясный, понятный
касающийся
современный
я не согласен
дайте нам знать
относящийся к делу
перейти к сути
получатель
неудовлетворительное обслуживание
выяснить
вы можете быть уверены, что
разделить с кем-либо
сжатый, краткий
подходящий, соответствующий
вместо
пока я не получу от вас письма
признать что-либо
ваше недавнее письмо
я также посылаю вам
ранее упомянутый
Ex 4. Here are two letters to a bank manager. Compare them and say which one you prefer. One
contains mistakes of style. It is too informal, it is badly organised and it has irrelevant
information. With a partner, compare them carefully for stylistic variations.
Dear Mr. Henderson,
I have been working as a librarian for two years at the Central Records Office, but I do not feel
that I wish to make this my career.
A friend recently told me about a course that the Oxford Business School offers, and it sounds
most interesting. I am told that employers respect the college and its diploma.
In order to follow this course I would need a loan of approximately $600. Could I make an
appointment with you to discuss the possibility of this?
I look forward to hearing from you.
Yours sincerely,
Jeremy Foster.
 
Dear Mr. Henderson,
As you probably know, I have done about two years as a librarian at the Central Records Office,
just round the corner from your bank, in fact, but I do not really think it is the sort of job I can
do much longer.
Anyway, I was at this party the other day and I met a friend and he told me about a great course
you can do at the Oxford Business School, and my brother thinks I could get a good job if I did
it.
Do you think I could come and see you, and talk about a bank loan? About $600 would be
enough.
I am looking forward to your letter. I hope you'll say yes.
Yours sincerely,
Jeremy Foster.
Ex5.
Consider the following two sample letters. Notice five redundant phrases in the first that are
eliminated in the second.
Dear Mr. Rodriguez,
I am pleased with the invitation that I received from you inviting me to make a speech for the
National Association of Secretaries on June 11. Unfortunately, I regret that I cannot attend the
meeting on June 11. I feel that I do not have sufficient time to prepare myself because I received
your invitation on June 3 and it is not enough time to prepare myself completely for the speech.
Yours truly,
Dear Mr. Rodriguez,
I am pleased with the invitation to speak to the National Association of Secretaries.
Unfortunately, I cannot attend the meeting on June 11. I feel that I will not have sufficient time
to prepare myself because I received your invitation on June 3.
I will be happy to address your organisation on another occasion if you would give me a bit
more notice. Best of luck with your meeting.
Sincerely yours,
Ex6.
Rewrite each sentence to eliminate the stilted (overly businesslike) tone and to make them
more 'you-oriented'.
Example:

We are in receipt of your letter dated December 13.

We have received your letter of December 13.
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
Please advise us as to your decision.
___________________________________________________________________________
In the event that your bill has already been paid, kindly disregard this reminder.
___________________________________________________________________________
Due to the fact that your subscription has not been renewed, the next issue of Run! will be
your last.
___________________________________________________________________________
Feel free to contact the undersigned if you have any questions.
___________________________________________________________________________
Pursuant to our telephone conversation of Friday last, I would like to verify our agreement.
___________________________________________________________________________
Subsequent to last month's meeting, several new policies have gone into effect.
___________________________________________________________________________
Please forward your order at your earliest convenience.
___________________________________________________________________________
Our deluxe model copier is on the order of a Rolls Royce in terms of quality and precision.
___________________________________________________________________________
Enclosed please find a self-addressed reply card for the purpose of your convenience.
___________________________________________________________________________
I beg to inform you that, despite your impressive background, we feel that your skills do not
quite match our needs.
___________________________________________________________________________
IV. WRITING.
Ex 1. Design a letter of collection to be sent to any library user who has books long overdue
indicating the fines already accumulated and the action to be taken if the books are not
returned in seven days.
Ex 2. Rewrite the letter below replacing italicised musty expressions with their modern
equivalents. Make sure that your letter is courteous and 'you-oriented'.
Dear Mr. Broock
With reference to your order for a Rossigno 40 m objector, we are in receipt of your check and
are returning same.
I beg to inform you that, as a manufacturer, our company sells objectors to dealers only. In
compliance with our wholesale agreement, we deem it best to refrain from direct business with
private consumers.
For your information, there are many retailers in your vicinity who carry Rossigno objectors.
Attached please find a list of said dealers.
Hoping you understand.
Yours truly
 
Ex 3. The following letter, wordy and awkward, is filled with musty expressions. It buries key ideas
and does not consider the reader's needs. Rewrite this letter to make it shorter, clearer and
more reader-centered.
Dear Ms. Granedi:
This is in response to your firm's letter of recent date inquiring about the types of additional
services that may be available to business customers of the First National Bank of Bentonville.
The question of a possible time frame for the implementation of said services was also raised in
the aforementioned letter. Pursuant to these queries, the following answers, this office trusts,
will prove helpful.
Please be advised that the Board of Directors at First National Bank has a continuing reputation
for servicing the needs of the Bentoville community, especially the business community. For
the last fifty years - half of a century - First National Bank has provided the funds necessary for
the growth, success, and expansion of many local firms, yours included. This financial support
has bestowed many opportunities on a multitude of business owners, residents of Bentonville,
and even residents of surrounding local communities.
The Board is at this present writing currently deliberating, with its characteristic caution, over a
variety of options suggested to us by our patrons, including your firm. These options, if the
Board decides to act upon them, would enhance the business opportunities for financial
transactions at First National Bank. Among the two options receiving attention by the Board at
this point in time are the creation of the branch office in the rapidly growing north side of
Bentonville. This area has many customers who rely on the services of First National Bank. The
Board may also place a business loan department in the new branch.
If this office of the First National Bank of Bentonville might be of further helpful assistance,
please advise. Remember banking with First National Bank is a community privilege.
Soundly yours,
M.T. Watkins.
Public Relations Director.
V. CASE STUDY
In order to promote a new range of eye make-up, Gayglo Cosmetics Ltd recently placed a series of
advertisements in women's magazines to offer a free mascara kit (brush, mascara disc and mirror in
a plastic wallet) to all women ordering the new pack of Gayglo eye-liners, cost $4.50. The total cost
value of the mascara kit was 56 c on the basis of a order for 12 000 kits. Gayglo had anticipated a
demand for some 12 000 kits and had budgeted some $9 000 for the whole promotional venture. To
Gayglo's consternation, however, more than 30 000 replies were projected on the basis of the initial
level of demand. As the advertisements had already been published, there was no way of reducing
the demand. To meet the demand for an additional 18 000 kits would mean that a loss would be
incurred on the first production run of the eye-liners, since in making the original offer, Gayglo had
banked on establishing repeat-purchases of the eye-liners. The company's directors reached a
conclusion that their only solution was to refund the postage to the disappointed customers for their


mascara kit orders, and to send out a form letter explaining the situation as tactfully as possible as
orders came in.
In such circumstances should Gayglo have absorbed the cost of the additional kits to maintain its
favourable public image?
Given the director's decision, what should the form letter aim to do?
Could any mitigating factors be introduced? Draft an appropriate letter, either singly or in syndicate
groups, which you think most suitable. Then discuss and justify your draft.
 
Unit 5
Request Letters. Inquiries. Orders.
I. Discussion topics.
Discuss the following questions with your group-mates
1.
2.
In what situations do people write request letters?
What categories of request letters can you think of?
II. Reading.
REQUEST LETTERS
As a businessperson, you will inevitably have to write many request letters. The need for
information or special favours, services, or products arises daily in almost every type of business.
The reasons for writing a request letter are diverse:
1)
2)
3)
4)
5)
6)
7)
to obtain information (such as prices or technical data);
to receive printed matter (such as booklets, catalogues, price lists, and reports);
to receive sample products;
to order merchandise;
to engage services;
to make reservations (at hotels, restaurants, theatres, etc.);
to seek special favours (such as permissions, assistance, or advice).
While certain requests, such as ordering merchandise, are routine matters, the general guidelines for
business letter writing are especially important when writing any request. Tact and courtesy are
essential when you want your reader to act. And if you want him to act promptly, your letter must
encourage him to do so. Therefore, all requests should:
1)
2)
3)
4)
be specific and brief;
be reasonable;
provide complete, accurate information;
specify when you must have the information.
INQUIRIES (AE)
Most sales begin with an inquiry. Since a letter of inquiry (also spelt: enquiry (BE) is usually the
first in a business transaction, all the other letters are the logical result of it as the following diagram
shows:
INQUIRY
REPLY TO INQUIRY
OFFER
ORDER
Usually, an inquiry offers the recipient no immediate reward or advantage beyond the prospect of a
future customer or the maintenance of goodwill. Therefore your inquiry must be worded in such a
way that the recipient will respond despite a hectic schedule. To do this, you must make your
inquiry easy to answer.
First of all, you should decide exactly what you want before you write. This should include specific
information that you need as well as the course of action you would like your reader to take.
Consider this request:


Dear Sirs,
Please send us information about your office copiers so that we will know whether one would be
suited to our type of business.
Yours truly,
The recipient of this letter would be at a total loss to respond. Other than simply sending a brochure
or catalogue, he or she could not possibly explain the advantages of the company's machines
without knowing your company's needs.
Such an inquiry should include specific questions worded to elicit specific facts. Since the
manufacturer of copiers may make dozens of models, the inquiry should narrow down to the type
your company would consider.
Note how the revised letter makes it easier for your reader to respond. You have given a clear
picture of what you are looking for, so the reader can determine which of the company's products
might interest you. Moreover, by mentioning the REASON for your inquiry, you motivate your
reader's response. Finally, by letting the reader know WHEN you intend to buy, you have
encouraged him or her to reply promptly.
Dear Sirs,
We intend to purchase a new office copier before the end of the fiscal year. We would like to
consider an RBM copier and wonder if you have a model that would suit our needs.
Our office is small, and a copier would generally be used by only three secretaries. We run
approximately 3,000 copies a month and prefer a machine that uses regular paper.
We would also like to know about your warranty and repair service.
Since our fiscal year ends June 30, 19--, we hope to hear from you soon.
Sincerely yours,
When an inquiry does not hold the prospect for a potential sale, you should make your letter even
more convenient for your reader:
1)
2)
3)
 
itemise and list the specific facts you want;
enclose a self-addressed, stamped envelope;
suggest a way in which you can reciprocate.
Dear Mr. Greenbaum,
I am taking a course in Principles of Advertising at Smithville Community College in Smithville,
Ohio, and am doing my term project on the ways in which American automobile manufacturers
are now competing in the small car market.
I would therefore greatly appreciate your sending me the following specifications on the new
RX-7:
1. Fuel economy statistics
2. Technological advances (such as steering system, brake system, and engine capacity)
3. Available options
I would also find it very helpful if you told me in which magazine (or other mass media) you
began your advertising campaign.
I am certain my classmates will find this information extremely interesting. I will be sure to send
you a copy of my report as soon as it is complete.
Respectfully yours,
REPLY TO AN INQUIRY
A letter of inquiry should always be answered immediately as it holds the promise of future
business; if - for whatever reason - a delay in replying cannot be avoided, then it is only proper to
send the inquirer an acknowledgement telling him that his letter is receiving attention.
The structure of a reply to an inquiry may be as follows:

acknowledgement of inquiry; the inquirer should be thanked for his letter and any references
he has given should be quoted;
references to enclosures (if any), e.g. brochures, catalogue, price-list, quotation;
attention may be drawn to the special claims of the product or service in question; in many
respects a reply to an inquiry is like a sales letter encouraging the prospective customer to do
business with the seller; reference may also be made to delivery guarantee, the quality of the
product, the after-sale service, etc.
In the closing paragraph the writer indicates that he will spare no effort to help the customer
and that he is looking forward to receiving an order.



OFFERS AND QUOTATIONS
When making an offer the seller expresses his willingness to supply specified goods at a specified
price on specified terms. There are two kinds of offers - a firm offer and an offer without
engagement.


FIRM OFFER
If a seller makes a firm offer, he promises to supply goods at a certain price, provided the offer is
accepted within a stipulated period of time. A firm offer is not legally binding on the seller until it
has been accepted by the buyer; but once it has been accepted, it cannot be withdrawn by the seller.
An offer that is not firm for a specified period is called a QUOTATION.
OFFER WITHOUT ENGAGEMENT (offer subject to confirmation)
If the seller does not wish to be legally bound, he states that the offer is without engagement, which
means that the price and the time of delivery may be changed.
A complete offer covers the following:
1.
a sentence expressing thanks for the inquiry;
2.
quality and quantity of the goods offered and a description of the products;
3.
full details of prices, discounts (if any), and payment terms;
4.
terms of delivery (who pays the cost of delivery and insurance);
5.
delivery period;
6.
how long the offer will be valid;
7.
reference to any enclosures, and to samples, brochures etc. Sent by separate post;
8.
a sentence encouraging the prospective buyer to place an order.
ORDERS
Many companies use special forms for ordering merchandise or service. They may use their own,
called a purchase order, or one provided by the seller, called an order form. These forms have blank
spaces to insure the inclusion of all necessary information. Their advantage is that they enable a
company to number and so carefully file all expenditures.
Nevertheless, there will be times when an order must be put into letter format.
Order letters are straightforward notices informing a seller that you want to purchase a product or
service. To make sure that you receive exactly what you want, your letter must be clear, precise,
and accurate. Double-check the seller's brochure, catalogue, or agency manual before you write
your order letter.
Order letters address the following five points.
1. Description of the product or service. Specify the name, model or stock number, quantity,
colour, weight, height, width, size, or any special features that separate one model from another
(e.g. chrome as opposed to copper handles). Make your letter easy to read by itemising when you
order more than one product. Listing the products or materials in tabular form will set them apart
and allow the seller an opportunity to check off each item as it is being prepared for shipment.
2. Price of the product or service. Indicate precisely the price per unit, per carload, per carton, and
then multiply that price by the number you are ordering. For example, ask for "twelve units @ $5 a
unit" Do not put down the cost of one item ($5) for the dozen you are requesting. You will receive
only one.
3. Shipping instructions. Do you want the product sent by first-class or fourth-class mail, Federal
Express, by priority mail? Specify any special handling instructions - Do not fold; Use hand stamp;
Refrigerate or Pack in Dry Ice; Ship to the Production Department.
 
4. Date needed. Is there a rush date?
5. Method of payment. Businesses with good credit standing are sent a bill. Individuals, however,
may be required to pay beforehand. If so, are you enclosing a check or money order? Is the product
to arrive COD (cash on delivery), cif (cost, insurance, freight), fob (free on board)? Will you be
paying in instalments? State how much you are including and when and how the balance is to be
paid.
ORDER FORM
ORDER
BRIGHTER OFFICE SUPPLIERS Ltd
13 Mill Street
Harlow
Essex CM20 2JR
Order No:
Tel: 26721
Telex: 81259
Date: 27 November 1996
BOS Harlow
___________________________________________________________________________
To:
BOS warehouse
Mallary Street
Croydon
___________________________________________________________________________
Please supply and deliver:
Qty
Deliveries accepted only against
our official order
Please quote order No & date:

Description
Unit price
Signed:
Purchasing officer

III. Reading assignments.
Ex 1. Skim through the text and answer the questions
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
14.
15.
16.
17.
18.
19.
What are the reasons for writing request letters?
What is essential when you want your reader to act in response to your letter?
What qualities should your request letter have?
What prospects does a letter of inquiry offer to a business?
In which way should an inquiry be worded?
What should a writer of an inquiry take care of?
Why will the recipient of the letter requesting information on office copiers be at a loss?
What items are included into a revised letter?
How can you make your letter more convenient for your reader when your request does not
hold a prospect for a potential sale?
What special forms may be used for ordering merchandise or service?
Why are there blank spaces in these forms?
What is an order letter?
Why is it necessary to make these letters clear, precise, and accurate?
What five points do order letters include?
How can you make your letter easy to read?
Which way is it important to indicate the price?
What sort of shipping instructions may be included into your order letter?
Why is it necessary to indicate the date needed?
Make up a check - list of various methods of payment you know.
Ex.2 Consider the following phrases taken from various request letters and complete the table
listing the numbers of each phrase in corresponding column. Each column signals particular
reason for writing a request letter.
To obtain
communication
To receive printed
matter
To receive sample
products
To order
merchandise
To make
reservations
To seek special
favours
1.
2.
3.
4.
 
Please, send us information about your office copier.
I would therefore greatly appreciate your sending me the following specifications on the new
RX-7.
Before including Devon and Cornwall in our list of suitable locations, I would like to obtain
some information on certain specific points.
Once I have the answers on these matters, I will perhaps write to you for further
documentation.
5.
We are writing to inquire whether you are able to supply us with a list of references or with
any information you have on hand.
Please let me know if you will have any two-bedroom furnished apartment available for rent
during the months of June, July, and August.
We would appreciate if you sent us your current price list quoting terms for overseas delivery.
We would be pleased if you would let us have full details of the various middle-range
machines as well as your terms of sale.
If you have any suitable vacancies, we would be happy to look at them and give you a deposit
to hold an apartment for us.
I would also find it very helpful if you told me in which magazine (or other mass media) you
began your advertising campaign.
I will be in Los Angeles September 25, 26, and 27. Would it be possible to visit your office
then? I can arrange to come at any hour convenient for you. Even a short visit with you would
be helpful, and greatly appreciated.
Please reserve a single room with a bath for Ms. Irina Ekareva for October 27-29. Ms.
Ekareva, head of the Foreign Languages Department of Plekhanov Economic Academy, will
arrive at the hotel at approximately 6 p.m. on October 27.
We intend to order calculating machines. Please send us the latest catalogues and price-lists.
Will you please also enclose with your offer the relevant samples.
Could you reschedule your production line to meet the earlier delivery date?
While in Manchester, Ms. Ekareva will meet with six members of the local Chamber of
Commerce. She would, therefore, like to reserve the use of a small conference room for the
morning of November 6, from about 9 a.m. until noon.
Please supply:
6 Walnut Single Right-hand Pedestal Desks at $51.31 each less 25% trade discount, carriage
paid to our works.
We are greatly interested in receiving a catalogue on your entire line of plastics.
Would it be possible to arrange mailing samples of your products, which we point from the
catalogue?
Please let us know the rates for both Ms. Ekareva's accommodations and the conference room,
and confirm this reservation.
We would highly appreciate your sending us samples for examination.
I will be in Memphis during the week of November 19, and would like very much to visit
your works. We have found interesting solutions to some of the problems posed by
installation of your system, and we could exchange information that would benefit us both.
We wish to place an order for 100,000 tomato boxes. We enclose an order form for these
items.
6.
7.
8.
9.
10.
11.
12.
13.
14.
15.
16.
17.
18.
19.
20.
21.
22.
23.
Ex 3. Match the English words and phrases in column A with the corresponding Russian
equivalents in column B.


A
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
14.
15.
16.
17.
18.
Please send us information about / on…
I would greatly appreciate your sending
me…
I would like to obtain some information
on…
I will write to you for further
documentation
We are writing to inquire
Please let me know
As well as your terms of sale
We would be happy to give you a deposit
to hold an apartment for us
I would find it very helpful if you told
me…
At any hour convenient for you…
Even a short visit with you would be
helpful
Please reserve a single room with a bath
We intend to order…
Will you enclose with your offer the
relevant samples
To meet the earlier delivery date
Please supply…
Please confirm this reservation
Samples for examination
B
a)
b)
c)
d)
e)
f)
g)
h)
i)
j)
k)
l)
m)
n)
o)
p)
q)
r)
Просим поставить
В любое удобное для вас время
Я счел бы весьма полезным, если бы
Вы сообщили мне…
Пожалуйста, подтвердите бронь
Образцы для экспертизы
Прошу сообщить мне
Мы намерены заказать
Просим прислать информацию о…
Я обращусь к вам с просьбой
предоставить дополнительную
документацию
Чтобы обеспечить поставку в более
ранние сроки
Сможете ли вы предоставить вместе с
вашими предложениями
соответствующие образцы?
Мы будем рады дать вам задаток,
чтобы вы оставили квартиру за нами
Я буду очень признателен, если вы
пришлете мне…
Так же, как и условия продажи
Я бы хотел получить некоторую
информацию о…
Даже непродолжительное посещение
вашей фирмы было бы полезно
Мы обращаемся к вам, чтобы получить
информацию о…
Просим забронировать одноместный
номер с ванной
Ex. 4. Fill in the blanks using the words in the box.
A
swiftly, customer, information, inquiries, businesses, procedure, occasion
An inquiry letter asks for __________ about a product, service, publication, or __________.
Businesses frequently exchange such letters. As a __________, you too have __________ to ask
for catalogues, brochures, price, size, and colour of a particular object. _________ are eager to
receive such __________ and will answer them _________ because they promise a future sale.
B
mention, eliminate, paying customer, buying, in quantity, facts
An order letter should provide necessary __________ and __________ unnecessary details.
Generally it is not necessary to __________ a reason for an order. Orders are routine and
handled __________; as long as you are a ___________________, your impetus for
__________ does not interest the seller.
 
IV. WRITING
Ex 1. Oliver Howard is dictating a letter to his secretary (his address is Bay House School, 19
Ingleborough Road, Birkenhead, Cheshire L42 6RD). Compare the notes with the letter
of inquiry below.
see your advertisement for office equipment in 'Evening Star' / please send full catalogue (BE)
and price list
Dear Sirs
I have seen your advertisement for office equipment in the Evening Star. I would be grateful if
you would send me your full catalogue and price-list.
I look forward to hearing from you.
Yours faithfully
Ex 2. Write the body of three more letters of inquiry using these notes:
1.
hear about your typewriters from the commercial attaché at the British Embassy / please
send more information about them
talk to your representative about your equipment / please send brochure showing your
range of desks
see your publicity material about your range of stationary / please send your representative
to visit us
2.
3.
Ex 3. Consider the following order letter and state which of the necessary five points it
addresses and which it does not.
Dear Sirs
Please send me one of your weather vanes which I saw advertised for $34.95. We have recently
repainted our garage, and a weather vane would be a wonderful finishing touch.
My check is enclosed.
Sincerely

Rewrite this letter observing the given guidelines and eliminating unnecessary redundancies.
Ex 4. Put the sentences of the scrambled letter in the right order. The letter was written as a
result of an advertisement below. The first three items have not been numbered, the
beginning of the last sentence has been marked with an exclamation mark.
1.
acquired subsidiary in Portugal, have been
2.
conductive to this satisfying result
3.
confirm my inquiry in writing, as you requested


4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
14.
15.
16.
17.
18.
19.
20.
21.
countries and France, and our recently
Dear Mr Lees
details on our company. Please advise us
expansion efforts will be of interest to you
Further to our telephone conversation
In the enclosure you will find more
in the Financial Times of 28 June
in view of future developments
in which you offer rights and licences for
! In the meantime we are
looking forward to your reply
Net profit of $ 1.5 – 1.75 m per annum
Of that same day I would like to
Our large distribution network in the Benelux
Our attention was drawn to your advertisement
Our company, Body Line bv, is a growing
should you require more information
Venture in the field of cosmetics, with a
We believe, therefore, that our continuing
your cosmetics and toiletries products
Yours sincerely
NATURAL BEAUTY PRODUCTS U.K. Cosmetics and toiletries manufacturer.
Overseas rights / licences available.
Contact Alan Lees.
(565) Fax 50456. Tel 765486.
Ex 5. Pappazoglou wrote a letter placing an order. The firm wrote a letter back acknowledging
his order. A clerk in their Orders Department used a word processor to write the letter.
But the processor was not working well. The words came out in the wrong order! Correct
the letter by putting the words in the right order.
19-- October 11
Order Your No 1001/AA/FF/101
Sir Dear
You thank we for order your of 19-- October 10 for 30 AA watches digital and FF 15 clocks
digital.
Confirm we that we these items in stock have, and invoice our enclose.
Look we forward to from your bank hearing. Then we inform you shall immediately the date
shipment of of.
Faithfully yours,
Invoice Enc:

 
Ex 6. You work for a German company that sells furniture – Kurt Schiller GmbH,
Freidenstrasse 44, Hamburg, West Germany. You are interested in importing hand-made sofabeds from the U.K. You saw this advertisement in an English newspaper ‘The Guardian’
SOFASTSLEEP ON SOFA-BEDS HAND-MADE IN PINE
TO YOUR OWN ORIGINAL DESIGN
FOR AN ILLUSTRATED CATALOG OR FOR OUR COMPLETE RANGE OF HANDMADE PINE FURNITURE, WRITE TO
The New Art Manufacturing Company Ltd
96-98 Wood Lane Chiswick London W5A 3EU
Write a letter of inquiry for Mr Johann Schmidt, the Sales Manager, to sign. Ask for catalogues,
price-lists and information about cash and trade discounts.
Ex 7. You work for a garden design company in your country. You have read an article in an
English gardening magazine, which reminds you of a business card you were given at a
trade fair recently. You decide to write a letter inquiring about the possibility of
importing garden tractors. Address your letter to Mr Williams, HERCULES garden
machines Ltd, 12 Argos Street, Newport, Gwen, Wales, U.K.
The Professional Gardener
March
.......but the model that performed best in our tests was the ‘Titan’ tractor, made by Hercules
Garden Machines Ltd. It was simple to operate, mechanically reliable and cut grass more
efficiently then the other tractors we tested. We therefore recommend it as our ‘Best Buy’.
Ex 8. Translate into English
A
1.
2.
3.
Просим срочно сообщить нам о Ваших возможностях поставки пшеницы.
Просим сообщить нам существующие цены на…
Мы намерены заказать счетные машины. Пришлите нам, пожалуйста, последние
каталоги и прейскуранты.
Какие наиболее выгодные условия поставки Вы можете нам предложить?
Мы ссылаемся на Ваше объявление в журнале «Экономика» No… за 19—г. и
обращаемся к вам с просьбой сделать нам предложение на … по минимальным
ценам.
На весенней и осенней ярмарке мы осмотрели ваш стенд товаров домашнего
обихода. Возвращаясь теперь к нашему разговору, просим Вас сделать нам
приемлемое предложение относительно…
Еще раз обращаемся к Вам с просьбой выслать нам набор образцов вышеуказанных
товаров.
По каким минимальным ценам Вы смогли бы нам поставить…?
Просим приложить к вашему предложению соответствующие образцы.
Сообщите, по каким минимальным ценам и к какому сроку Вы могли бы нам
поставить…
Мы заинтересованы в немедленной поставке Ваших машин.
4.
5.
6.
7.
8.
9.
10.
11.


12.
13.
14.
15.
16.
17.
18.
19.
20.
21.
22.
23.
24.
По прежним поставкам нам известно безукоризненное качество Вашего товара,
поэтому заверяем Вас, что мы и в будущем будем приобретать товары у Вас.
Можете ли Вы поставить товар в течение 2-х месяцев?
Благодарим Вас за Ваше предложение от …, а также за присланные образцы и
просим Вас поставить нам…
Мы согласны с Вашим предложением и заказываем у Вас …
Просим Вас поставить нам на основании Вашего предложения следующие товары…
На основании Вашего предложения от… прошлого месяца и присланных образцов
товара, мы заказываем у Вас…
Просим Вас подтвердить телеграфом принятие заказа и сообщить нам срок отгрузки.
Согласно договору No … от … мы заказываем…
Благодарим Вас за Ваше письмо и за размещенный у нас заказ.
Заказ должен быть подтвержден в течение … дней.
Заказ считается действительным только после получения Вашего подтверждения.
К нашему большому сожалению, мы должны сообщить Вам, что в настоящее время
не можем поставить Вам заказанные запчасти потому что …
Мы не можем сразу же выполнить сделанный нам заказ, потому что…
B
1. Просим сообщить, не смогли бы Вы поставить нам в счет взаимных поставок на 19—г.
в первом квартале 35000 т и во втором квартале 20000 т пшеницы.
Просим выслать нам соответствующее предложение. Пшеница должна быть обычного
торгового качества:
Натуральный вес … кг в гектолитре, посторонней примеси не более … %.
Ввиду срочности этого вопроса просим Вас ответить нам как можно скорее.
С уважением
в счет – to the account
взаимный – mutual, reciprocal
соответствующий – corresponding
натуральный вес – pure weight
посторонний – foreign, additional
примесь – impurities, additives
ввиду срочности – in view of the urgency
2. Ссылаясь на Ваше объявление в журнале «Экономика» от … просим Вас сообщить нам
как можно скорее Ваши минимальные расценки на станки, указанные в прилагаемом
списке.
Пожалуйста, приложите к вашему предложению точные спецификации и инструкции по
эксплуатации.
Просим указать цену на каждый станок отдельно.
Надеемся на Ваш скорый ответ.
С уважением…
Ссылаясь – we refer to
Расценки – quotation
Указывать – indicate
Прилагаемый список – attached list
Инструкции по эксплуатации – instructions for use
 
V. CASE STUDY
Ex 1. Imagine that your principal has recently heard about a new electronic typewriter marketed
by 'Electronic Business Equipment Ltd.', Queensway House, Great Russel Street, London
WC1 3AQ, which embodies an erasure strip in its ribbon, and incorporates an
interchangeable daisy wheel print facility.
Write a letter to inquire about the availability, performance and cost of this machine.
Provide a suitable letter-heading.
Note that your company prefers to use the semi-blocked letter format.
Ex 2. You are the supervisor of the secretarial pool of the Am-Lux Company, Inc., 51 West 42
Street, New York, New York 10031. You recently read an article by Loretta Lawrence
entitled "Ten Pitman Pitfalls to Watch Out For" in Sten magazine. You believe the twenty
five secretaries in your department would benefit from reading the article. Write a letter
to Ms. Lawrence, in care of Sten, 705 Tenth Avenue, New York, New York 10048,
requesting her permission to make twenty five copies of her article for circulation only
within your company.
Ex 3. Your company is going to buy an aerogenerator. You will pay a maximum of L5,000 for
one, and you will become an insurance scheme participator, but for this you want at least
12,5% discount on the product. You want a guarantee period of at least 1 year, and quick
delivery - more than 6 weeks from the date of order is no good.
You have chosen two advertisements from two aerogenerator companies, SANCO and
ELECTROZEPH.
Study the following two ads
SANCO




10% discount to insurance scheme participator
six-month guarantee
delivery 1 month from date of order
price: $ 4,995
ELECTROZEPH




15% discount to insurance scheme participator
eighteen-month guarantee
delivery 4 month from date of order
price: $ 5,195


In your group, choose representatives for both companies advertising their products.
Write letters of inquiry to each of them trying to negotiate applicable conditions.
Wait for their replies. Discuss them in your group and decide what suits you more.
After you have made a decision place an order with the company you have chosen.
Ex 4. You have received this reply to your inquiry of 28 June.
GLASTON POTTERIES Ltd
Clayfield, Burnley BB10 1RQ
Tel: 01315 46125 Telex: 88327487
Fax: 01315 63182
2 July 1997
Mr J F Morreau
1150 boulevard Calbert
F-54015 Nancy Cedex
Dear Mr Morreau
Thank you for your inquiry of 28 June in which you expressed an interest in retailing a selection
of our products in your shops in France.
Please find enclosed our current brochure and price-list.
In response to your request for a 20% trade discount, we regret that we cannot offer more than
15%. However, we do give a 5% quantity discount on orders over $10,000. We are sure that you
will agree that these terms are highly competitive.
We are confident that we can deliver within two months as you require, but wish to emphasize
that payment will have to be by sight draft* until we have established a business relationship.
Thank you for your interest and we hope to hear from you soon.
Yours sincerely
J Merton
Sales Manager
Enc
* Sight draft – предъявительский вексель, срочная тратта (подлежит оплате по
предъявлении)
Write the letter of inquiry, which precedes the reply. You are J.F. Morreau, and you have just
seen an advertisement for Glaston Potteries Willow Pattern dinner sets in May edition of
International Homes.
 
Составители:
ФИЛИППОВА Людмила Борисовна
ТИМОШЕНКО Людмила Петровна
Редактор Н.И. Золотина
Подписано в печать
Формат 60х84,1/16.бумага офсетная. Печать офсетная.
Усл. печ. л.
Уч.-изд.л.
2,25.
Тираж 200 экз.
Заказ
. Бесплатно.
Издательство Российского экономического университета имени Г.В. Плеханова.
113054 Москва, Стремянный пер., 36.
Отпечатано в типографии РЭУ имени Г.В.
Плеханова.
113054 Москва, ул.Зацепа, 41/4.

