NG AN APPO

NG AN APPO. INTMENT a kind invitation любезное приглашение to be present at in присутствовать в to accept an invitation принять приглашение to decline an invitation отклонить приглашение to ask for an appointment просить о встрече to fix the exact dates of arrival and departure утвердить точные даты прибытия и отъезда to reserve a single double room from to for забронировать одноместный двухместный номер с по для I look forward to seeing you. Надеюсь увидеть вас. I am sorry that I missed the opportunity of meeting you. Мне очень жаль, что я упустил возможность встретиться с вами. May I have the pleasure of inviting you to visit our firm? Могу ли я пригласить вас посетить нашу фирму? I should be pleased to know what dates would be convenient to you. Я бы хотел узнать, какие даты будут для вас удобны.

The travel arrangements for this visit will be made by our office.

Дорожные приготовления для этого визита будут сделаны нашим офисом.

We would welcome the opportunity to co-operate with you. Мы с удовольствием будем сотрудничать с вами. I could come at any time convenient to you. Я могу приехать в любое удобное для вас время. I am unable to accept your invitation. Я не могу принять ваше приглашение. N RECOMMENDATIONS a letter of recommendation рекомендация I am just writing a few lines to introduce Mr Пишу эти несколько слов, чтобы представить м-ра It gives me a great pleasure to introduce Я с большим удовольствием представляю The bearer of this letter, Mr, is a Податель этого письма, м-р, является This will introduce Mr who will be grateful for any help you may be able to give him. Настоящим письмом я представляю вам м-ра, который будет очень благодарен за любую помощь, которую вы ему можете оказать.

I can sincerely recommend Mr as a highly responsible and reliable man. Я со всей искренностью могу рекомендовать м-ра как очень ответственного человека, на которого можно положиться. He is a diligent, loyal and trust-worthy in every way. Он старательный, надежный и достойный доверия во всех отношениях.

It is my opinion that he would be a credit to your firm. По моему мнению он будет для вашей фирмы. O PROPOSALS AND PROMISES top a positive response on положительный ответ на with only two changes только с двумя изменениями to withdraw a proposal снять предложение on the following conditions на следующих условиях As promised Как было обещано We look forward to Мы надеемся As we requested Как мы уже спрашивали I should be very happy to Мне было бы очень приятно It is more possible for us to Для нас более возможно If you find our terms acceptable Если вы найдете наши условия приемлемыми In case out proposal would be acceptable В случае, если на предложение будет приемлемым If the above idea is attractive to you Если изложенная идея вас привлекает Does the idea appeal to you? Вам нравится эта идея? We would prefer to Мы бы предпочли We would like to make some changes in Нам бы хотелось внести несколько изменений в We shall do our best to Мы сделаем все возможное, чтобы I hope you will not mind Надеюсь, вы не будете возражать P USEFUL BUSINESS WRITING EXPRESSIONS all persons concerned все имеющие к этому отношение лица a pleasant surprise приятный сюрприз in addition to в дополнение к as far as насколько in order to для того чтобы to a certain degree до определенной степени to a certain extent до определенной степени to a great extent в значительной степени not above не более as follows следующие according to в соответствие с on the ground that на том основании что in view of the above said ввиду вышесказанного in connection with в связи с in accordance with в соответствии с . as a result of как результат despite the fact that несмотря на тот факт что except for за исключением in no case ни в коем случае etc. и так далее эт сетера for example например in general в общем hereinafter called в дальнейшем именуемый mentioned above вышеупомянутый by the law по закону at your convenience как вам удобно as soon as possible как можно скорее without fail непременно in case of necessity в случае необходимости at the present time в настоящее время pro and contra за и против supply and demand предложение и спрос matter of great importance дело большой важности to take into account принимать во внимание to take into consideration принимать во внимание to draw your attention to привлечь ваше внимание к тому что to take the liberty of взять на себя смелость We are taking the liberty of Мы берем на себя смелость As you may know Как вы, наверно, знаете We have no doubt of that У нас нет сомнений в том что It is to be noted Необходимо заметить Необходимо иметь в виду I hope Надеюсь Let me Разрешите мне Bibliography A. Ashley A handbook of commercial correspondence Oxford University Press, 1992 B. J. Naterop, E. Weis, E. Naberfellner Business letters for all Oxford University Press, 1994 A. Fowles, M. Miller, J. Stocker Executive decisions Nelson English Language Teaching, 1995 R. Wincor Contracts in plain English Princeton review, 1993 E. Gowers The complete plain words Nelson ELT, 1995 L. Jones, R. Alexander New International English Teachers book Cambridge University Press, 1996 M. Doherty, L. Knapp. S. Swift Write for business, Longman, 1995 А.М. Аизова Основы деловой переписки, Издательский дом Дрофа , М 1996 Э.М. Басс Научная и деловая корреспонденция Издательство Педагогика Пресс , М 1989 V. Hollett, Business Objectives Oxford University Press, 1991 D. Horner, P. Strutt Words at work. Vocabulary development for business English Cambridge University Press, 1996 P. O Connor, A. Pilbeam Negotiating, Longman Group UK, 1992 D. Davies, D. Pickett English for commerce, Longman Group UK, 1997 N. Brieger Advanced English Contacts Oxford University Press, 1993 Р.И. Гуськов Деловая переписка на английском языке, МГП Шарапат , Алма-Ата, 1991 В. В. Сафонова Written English X-XI Москва Просвещение , 1995 www. writeexpress.com www.business-letters.com www.businesstown. com forms letters.asp www.4hb.com letters index.html www.komei.com wrisamp.htm www.bctv.net Eng119 bizlet1.html www.exec-rewrites.com businessletters.html www.bizwriting.com http wordwork.com freelance index.html http letterworld.narod.ru http engring.narod.ru base business.zip http homejungle.km.ru sovet polez letter letter1 htm www.money-at-home.com business.htm Conclusion In recent years English has become a universal business language. As such, it is potentially an instrument of order and clarity.

A neatly arranged letter will certainly make a better impression on the reader, thus good letters make good business partners.

But words and phrases have unexpected ways of creating binding commitments.

Letter-writing, certainly, is not the same as casual conversation, it bears only the same power of thoughts, reflections, and observations as in conversational talk, but the form may be quite different. What makes the letter so attractive and pleasing is not always the massage of the letter, it is often the manner and style in which the massage is written.

In the case of scientific correspondence the majority of letters bear mostly a semi-official character and are concerned with different situations associated with scientific activities concentrated around the organisation of scientific meetings congresses, symposia, workshops, etc the arrangement of visit, invitation, publication, the exchange of scientific literature, information, etc. Letters of this kind have a tone of friendliness, naturalism.

Modern English letters should not be exaggerated, overburdened, outmoded with time-worn expressions.

The key note is simplicity.

Modern letters tend towards using the language of conversational style.

Writing is not only a means of communication and contact, but also a record of affairs, information, events, etc. So it is necessary to feel the spirit and trend of the style in order to write a perfect letter.

Business-letter or contract law is a complex and vastly documented subject, only a lawyer can deal with it on a serious level.

A number of basic principles, however, can be outlined sufficiently to mark of encounters that require the use of specialised English.

Your knowledge of Business English lexics is crucially important Include just the right amount of information in your letter.

But better to include too much than too little. Plan your letter before you start writing, to make sure it says everything you want to say and says it in a logical sequence.

Use a simple but polite style of language. Beware of idioms. Your letter should be clear and unambiguous. Take care with abbreviations and figures. Accuracy is important. Pay special attention to titles, names and addresses, references, prices, and enclosures. Writing of business letters is highly complicated science. It is not enough for a good business letter writing to know lexics and grammar, but you should comprehend the whole range of such things as occasions on which the particular letter is written, the style of letter, useful expressions, and accepted idioms.

There are certain rules which not everybody could learn since they have to be felt by correspondents. Letter writing requires long practice and experience. In spite of the difficulties of business correspondence, we as teachers of the English language must be able to prepare our students to be proficient in any sphere of the language.

In order to do that we must primarily know how to teach the golden rule which must be followed by every business correspondent that the official letter should be formal, courteous, tactful, concise, expressive, and to the point. Contents Introduction . 3 Part I. The basic forms of communication 51. Non-verbal communication 5 2. Verbal communication 6 3. Language barriers to business communication 9 Part II. Types of business communication 11 1. The types description 11 2. Business writing letters, memos and reports, other documents 12 Part III. Types of business correspondence 151. Correspondence on social situations appointments travel arrangements invitations job applications goodwill letters etc 15 2. Correspondence on business situations inquires quotations sales letters orders complaints acknowledging of payment etc . 20 Part IV. Structural and lexical peculiarities of business letters 30 1. Structure of a business letter 31 2. Content of a business letter 36 3. Rules and manners of writing a business letter 40 4. Style of a business letter . 44 5. Lexics of business letters frequent phrases cliches abbreviations, etc. 48 Conclusion 58 Mini-dictionary of business correspondence 60 Bibliography . 64 In a mans letters you know, Madam, his soul lies naked, his letters are only the mirror of his breast, whatever passes within him is shown undisguised in its natural process. Nothing is inverted, nothing distorted, you see systems in their elements, you discover actions in their motives.

Samuel Johnson 1709-84 , English author, lexicographer Letters are above all useful as a means of expressing the ideal self and no other method of communication is quite so good for this purpose.

In letters we can reform without practice, beg without humiliation, snip and shape embarrassing experiences to the measure of our own desires. Elizabeth Hardwick b. 1916 , U.S. author, critic.

Politeness is as much concerned in answering letters within a reasonable time, as it is in returning a bow, immediately.

Lord Chesterfield 1694-1773 , English statesman, Sir, more than kisses, letters mingle souls. For, thus friends absent speak. John Donne c. 1572-1631 , English poet. Introduction Letter writing - is an essential part of communication, an intimate part of business and life experience. Each letter-writer has a characteristic way of writing, his style of writing, his way of expressing thoughts, facts, etc. But it must be emphasised that the routine of the official or semi-official business letters requires certain accepted idioms, phrases, patterns, and grammar which are found in general use today.

Therefore certain skills must be acquired by practice, and details of writing must be carefully and thoroughly learnt. The choice of this topic for my diploma paper was mostly conditioned by the fact that the students studying English at our University are almost unable to write proper business letters and that the problem of writing business letters is still not well-studied.

I think that it is very important to know a constituent part of modern business communication. As nowadays more and more agreements are made in English, for English is the nearest thing we have to a universal business language. Joint ventures, bank loans, and trademark licenses frequently are spelled out in this language even though it is not native to at least one of the contracting parties.

The subject matter of the diploma paper is the role of lexics and semantics in the case of business letter correspondence. The question of the history of official communication, the main stages of business transactions, the role of persons feeling for the proper use of phrases as well as his knowledge of grammar are highlighted. Moreover, those phrases which are more often used in business letters are examined from the point of view of their appropriateness in different situations. The practical part contains many examples of business letters the occasions on which they were written and some of their characteristics are observed.

The aim of my diploma paper is to study business letters from the lexicological point of view and make the matter of business letter writing less complicated. The objectives and purposes of the paper may be formulated as follows Critical study of the material on the theme Exposure of the aims, place, importance, role and contents of the aspect of letter-writing in the course of Lexicology and Business English classes Defining the specificity of lexics in different spheres of business correspondence Searching the peculiarities of the structure, manners and styles of business letters Defining and stating the rules of writing a business letter Arranging and classifying the business letters according to the sphere of usage Giving useful tips and advice to anyone interested in business letter writing.

To achieve the set aims I have collected more then 100 letters on various issues of business correspondence. Then, I made a thematic classification and description of letters concerning different spheres of business trade, finance, industry, international inquiries and reports, etc Having analysed each type separately, I came to the conclusion that there are certain common rules which need through studying.

While searching the letters I mostly paid attention to the specific usage of lexics, semantics, manners and styles of business letter writing.

As resource for my paper I used a list of business books, various reference books, dictionaries, language textbooks, real pieces of business correspondence and different sites of the Internet. Nowadays, we have a great need of Business English teachers and I do hope that my diploma paper could be really useful especially for them. It also contains good material for the students of language higher institutions, and could be as well appreciated by any person interested in the course of business letter writing.

My diploma paper consists of Introduction, four chapters, Conclusion and Appendix. Kazakh State University of International Relationsand World Languages named after Abylay Khan Chair of Lexicology E. Gadyukova Group 406 English Teaching Department The Linguistic Background of Business Correspondence Diploma Paper Scientific Supervisor Associated Professor Bulatova S. M. Almaty, 2001 Part I The Basic Forms Of Communication As David Glass is well aware, effective communicators have many tools at their disposal when they want to get across a message. Whether writing or speaking, they know how to put together the words that will convey their meaning.

They reinforce their words with gestures and actions. They look you in the eye, listen to what you have to say, and think about your feelings and needs. At the same time, they study your reactions, picking up the nuances of your response by watching your face and body, listening to your tone of voice, and evaluating your words. They absorb information just as efficiently as they transmit it, relying on both non-verbal and verbal cues. 1. Non-Verbal Communication The most basic form of communication is non-verbal.

Anthropologists theorize that long before human beings used words to talk things over, our ancestors communicated with one another by using their bodies. They gritted their teeth to show anger they smiled and touched one another to indicate affection. Although we have come a long way since those primitive times, we still use non-verbal cues to express superiority, dependence, dislike, respect, love, and other feelings.

Non-verbal communication differs from verbal communication in fundamental ways. For one thing, it is less structured, which makes it more difficult to study. A person cannot pick up a book on non-verbal language and master the vocabulary of gestures, expressions, and inflections that are common in our culture.

We don t really know how people learn non-verbal behaviour. No one teaches a baby to cry or smile, yet these forms of self-expression are almost universal. Other types of non-verbal communication, such as the meaning of colors and certain gestures, vary from culture to culture. Non-verbal communication also differs from verbal communication in terms of intent and spontaneity. We generally plan our words. When we say please open the door, we have a conscious purpose. We think about the message, if only for a moment.

But when we communicate non-verbally, we sometimes do so unconsciously. We don t mean to raise an eyebrow or blush. Those actions come naturally. Without our consent, our emotions are written all over our faces. The functions of non-verbal communicationAlthough non-verbal communication can stand alone, it frequently works with speech. Our words carry part of the message, and non-verbal signals carry the rest. Together, the two modes of expression make a powerful team, augmenting, reinforcing, and clarifying each other.

Experts in non-verbal communication suggest that it have six specific functions To provide information, either consciously or unconsciously To regulate the flow of conversation To express emotion To qualify, complement, contradict, or expand verbal messages To control or influence others To facilitate specific tasks, such as teaching a person to swing a golf club. Non-verbal communication plays a role in business too. For one thing, it helps establish credibility and leadership potential.

If you can learn to manage the impression you create with your body language, facial characteristics, voice, and appearance, you can do a great deal to communicate that you are competent, trustworthy, and dynamic. For example, Wal-Mart founder Sam Walton has developed a homespun style that puts people at ease, thereby helping them to be more receptive, perhaps even more open. Furthermore, if you can learn to read other people s non-verbal messages, you will be able to interpret their underlying attitudes and intentions more accurately. When dealing with co-workers, customers, and clients, watch carefully for small signs that reveal how the conversation is going.

If you aren t having the effect you want, check your words then, if your words are all right, try to be aware of the non-verbal meanings you are transmitting. At the same time, stay tuned to the non-verbal signals that the other person is sending. 2. Verbal Communication Although you can express many things non-verbally, there are limits to what you can communicate without the help of language.

If you want to discuss past events, ideas, or abstractions, you need words-symbols that stand for thoughts - arranged in meaningful patterns. In the English language, we have a 750,000, although most of us recognize only about 20,000 of them. To create a thought with these words, we arrange them according to the rules of grammar, putting the various parts of speech in the proper sequence We then transmit the message in spoken or written form, hoping that someone will hear or read what we have to say. Figure 1.1 shows how much time business people devote to the various types of verbal communication.

They use speaking and writing to send messages they use listening and reading to receive them. Speaking and writingWhen it comes to sending business messages, speaking is more common than writing. Giving instructions, conducting interviews, working in small groups, attending meetings, and making speeches are all important activities.

Even though writing may be less common, it is important too. When you want to send a complex message of lasting significance, you will probably want to put it in writing. Listening and readingIt s important to remember that effective communication is a two-way street. People in business spend more time obtaining information than transmitting it, so to do their jobs effectively, they need good listening and reading skills. Unfortunately, most of us are not very good listeners.

Immediately after hearing a ten-minute speech, we typically remember only half of what was said. A few days later, we ve forgotten three-quarters of the message. To some extent, our listening problems stem from our education, or lack of it. We spend years learning to express our ideas, but few of us ever take a course in listening. Similarly, our reading skills often leave a good deal to be desired.

Recent studies indicate that approximately 38 percent of the adults in the United States have trouble reading the help-wanted ads in the newspaper, 14 percent cannot fill out a check properly, 26 percent can t figure out the deductions listed on their paycheques, and 20 percent are functionally illiterate. Even those who do read may not know how to read effectively. They have trouble extracting the important points from a document, so they cannot make the most of the information presented.

College student are probably better at listening and reading than are many other people, partly because they get so much practice. On the basis of our own experience, no doubt realise that our listening and reading efficiency varies tremendously, depending on how we approach the task. Obtaining and remembering information takes a special effort. Although listening and reading obviously differ, both require a similar approach. The first step is to register the information, which means that you must tune out distractions and focus your attention.

You must then interpret and evaluate the information, respond in some fashion, and file away the data for future reference. The most important part of this process is interpretation and evaluation, which is no easy matter. While absorbing the material, we must decide what is important and what isn t. One approach is to look for the main ideas and the most important supporting details, rather than trying to remember everything we read or hear. If we can discern the structure of the material, we can also understand the relationships among the ideas.

Picture 3. Language Barriers If we re doing business in London, we obviously won t have much of a language problem. We may encounter a few unusual terms or accents in the 29 countries in which English is an official language, but our problems will be relatively minor. Language barriers will also be relatively minor when we are dealing with people who use English as a second language and some 650 million people fall into this category. Some of these millions are extremely fluent others have only an elementary command of English.

Although you may miss a few subtleties in dealing with those who are less fluent in English, well still be able to communicate. The pitfall to watch for is assuming that the other person understands everything we say, even slang, local idioms, and accents. One group of English-speaking Japanese who moved to the United States as employees of Toyota had to enroll in a special course to learn that Jeat yet? means Did you eat yet? and that Cannahepya? means Can I help you? Barriers to written communicationOne survey of 100 companies engaged in international business revealed that between 95 and 99 percent of their business letters to other countries are written in English.

Moreover, 59 percent of the respondents reported that the foreign letters they receive are usually written in English, although they also receive letters written in Spanish and French.

Other languages are rare in international business correspondence. Because many international business letters are written in English, North American firms do not always have to worry about translating their correspondence. However, even when both parties write in English, minor interpretation problems do exist because of different usage of technical terms. These problems do not usually pose a major barrier to communication, especially if correspondence between the two parties continues and each gradually learns the terminology of the other.

More significant problems arise in other forms of written communication that require translation. Advertisements, for example, are almost always translated into the language of the country in which the products are being sold. Documents such as warranties, repair and maintenance manuals, and product labels also require translation. In addition, some multinational companies must translate policy and procedure manuals and benefit plans for use in overseas offices.

Reports from foreign subsidiaries to the home office may also be written in one language and then translated into another. Sometimes the translations aren t very good. For example, the well-known slogan Come alive with Pepsi was translated literally for Asian markets as Pepsi brings your ancestors back from the grave, with unfortunate results. Part of the message is almost inevitably lost during any translation process, sometimes with major consequences.

Barriers to oral communicationOral communication usually presents more problems than written communication. If you have ever studied a foreign language, you know from personal experience that it s easier to write in a foreign language than to conduct a conversation. Even if the other person is speaking English, you re likely to have a hard time understanding the pronunciation if the person is not proficient in English. Idiomatic expressions are another source of confusion.

If you tell a foreigner that a certain product doesn t cut the mustard, chances are that you will fail to communicate. Even when the words make sense, their meanings may differ according to the situation. For example, suppose that you are dining with a German woman who speaks English quite well. You inquire, More bread? She says, Thank you, so you pass the bread. She looks confused, then takes the breadbasket and sets it down without taking any. In German, thank you danke can also be used as a polite refusal. If the woman had wanted more bread, she would have used the word please bitte in German. Part II Types of Business Communications 1. The types description The primary tools for communicating information in business include e-mail messages, memos, letters, reports, phone calls, meetings, and conversations.

To determine which is the best to use in a given situation, start by asking yourself the following questions How much information do I have to pass along? How many people will receive the message? How quickly does it need to reach them? How much time do the recipients need to respond to it? How formal should the presentation be? Is the message confidential? How are people likely to respond to it? E-mail Messages Because of its speed and informality, e-mail is ideal for routine communication between coworkers.

For instance, an e-mail message is usually the best means of announcing a new policy, introducing a recent hire, informing colleagues of a meeting time, and reminding an employee of an approaching deadline.

E-mail messages are also useful for day-to-day or extremely timely exchanges with people outside the company. Because of their low cost, they often are preferred for communicating with overseas contacts. Memos Although e-mail messages are now used instead of memos for most intercompany communication, memos are still suitable for notes sent to people higher in the company hierarchy, especially in conservative companies.

The memo is also appropriate for lengthy, formal communications to coworkers that may eventually be circulated to your supervisors or to contacts in other companies. Letters The letter is now used primarily for formal correspondence with clients, customers, and others outside the company, particularly people you have not met. Imagine, for instance, that you need to ask for advice or information from someone you do not know personally. The person will likely give a letter more attention than an e-mail message because a letter conveys an added element of formality and courtesy.

Reports A complex document of more than ten pages, especially one that will be shown to outside contacts, is best presented as a report. A routine report can be easily produced using a word processor and a laser printer. Important reports for potential clients, stockholders, or others you might want to impress usually should be professionally designed and printed, often in full color on heavy or glossy paper.

Phone Calls, Conversations, and Meetings The main advantage of a phone conversation is that it allows both parties to respond to each other immediately. If you and a coworker have several questions for each other, asking them in a single phone call is usually less time-consuming than exchanging a long series of e-mail messages. Personal matters or topics that might elicit a highly emotional response are best discussed in person. As common sense will tell you, sending an e-mail or memo reading Youre fired! is not the most delicate or responsible way of dealing with a difficult situation. Face-to-face meetings are usually the safest way of communicating confidential information.

Meetings are also useful when a quick group decision is needed on a particular problem or issue. Important side benefits of meetings are that they allow employees in different departments or divisions to become acquainted and can often foster a sense of shared mission among coworkers. 2. Business writing Intercultural business writing falls into the same general categories as other forms of business writing.

How you handle these categories depends on the subject and purpose of your message, the relationship between you and the reader, and the customs of the person to whom the message is addressed. LettersLetters are the most common form of intercultural business correspondence. They serve the same purposes and follow the same basic organizational plans direct and indirect as letters you would send within your own country.

Unless you are personally fluent in the language of the intended readers, you should ordinarily write your letters in English or have them translated by a professional translator. If you and the reader speak different languages, be especially concerned with achieving clarity Use short, precise words that say exactly what you mean. Rely on specific terms to explain your points. Avoid abstractions altogether, or illustrate them with concrete examples.

Stay away from slang, jargon, and buzz words. Such words rarely translate well. Nor do idioms and figurative expressions. Abbreviations, tscfo-nyms such as NOKAI and CAD CAM , and North American product names may also lead to confusion. Construct sentences that are shorter and simpler than those you might use when writing to someone fluent in English. Use short paragraphs. Each paragraph should stick to one topic and be no more than eight to ten lines.

Help readers follow your train of thought by using transitional devices. Precede related points with expressions like in addition and first, second, third. Use numbers, visual aids, and pre-printed forms to clarify your message. These devices are generally understood in most cultures. Your word choice should also reflect the relationship between you and the reader. In general, be somewhat more formal than you would be in writing to people in your own culture. In many other cultures, people use a more elaborate, old-fashioned style, and you should gear your letters to their expectations.

However, do not carry formality to extremes, or you will sound unnatural. In terms of format, the two most common approaches for intercultural business letters are the block style with blocked paragraphs and the modified block style with indented paragraphs. You may use either the American format for dates with the month, day, and year, in that order or the European style with the day before the month and year. For the salutation, use Dear Title Last Name. Close the letter with Sincerely or Sincerely yours, and sign it personally. If you correspond frequently with people in foreign countries, your letterhead should include the name of your country and cable or telex information.

Send your letters by air mail, and ask that responses be sent that way as well. Check the postage too rates for sending mail to most other countries are not the same as rates for sending it within your own. In the letters you receive, you will notice that people in other countries use different techniques for their correspondence. If you are aware of some of these practices, you will be able to concentrate on the message without passing judgement on the writers.

Their approaches are not good or bad, just different. The Japanese, for example, are slow to come to the point. Their letters typically begin with a remark about the season or weather. This is followed by an inquiry about your health or congratulations on your prosperity. A note of thanks for your patronage might come next. After these preliminaries, the main idea is introduced.

If the letter contains bad news, the Japanese begin not with a buffer, but with apologies for disappointing you. Letters from Latin America look different too. Instead of using letterhead stationery, Latin American companies use a cover page with their printed seal in the centre. Their letters appear to be longer, because they use much wider margins.

Memos and reportsMemos and reports sent overseas fall into two general categories those written to and from subsidiaries, branches, or joint venture partners and those written to clients or other outsiders. When the memo or report has an internal audience, the style may differ only slightly from that of a memo or report written for internal use in North America. Because sender and recipient have a working relationship and share a common frame of reference, many of the language and cultural barriers that lead to misunderstandings have already been overcome.

However, if the reader s native language is not English, you should take extra care to ensure clarity Use concrete and explicit words, simple and direct sentences, short paragraphs, headings, and many transitional devices. If the memo or report is written for an external audience, the style of the document should be relatively formal and impersonal. If possible, the format should be like that of reports typically prepared or received by the audience.

In the case of long, formal reports, it is also useful to discuss reporting requirements and expectations with the recipient beforehand and to submit a preliminary draft for comments before delivering the final report. Other documentsMany international transactions involve shipping and receiving goods. A number of special-purpose documents are required to handle these transactions price quotations, invoices, bills of lading, time drafts, letters of credit, correspondence with international freight forwarders, packing lists, shipping documents, and collection documents.

Many of these documents are standard forms you simply fill in the data as clearly and accurately as possible in the spaces provided. Samples are ordinarily available in a company s files if it frequently does business abroad. If not, you may obtain descriptions of the necessary documentation from the United States Department of Commerce, International Trade Administration, Washington, D.C 20230. For Canadian information, contact the Department of External Affairs, Trade Division, Ottawa, Ontario, K1A OG2. When preparing forms, pay particular attention to the method you use for stating weights and measures and money values.

The preferred method is to use the other country s system of measurement and its currency values for documenting the transaction however, if your company uses U.S. or Canadian weights, measures, and dollars, you should follow that policy.

Check any conversion calculations carefully. Part III Types of Business Correspondence 1. Correspondence on social situations 2. Appointments and Travel Arrangements In personal meetings, talks take priority over writing, yet appointments and travel arrangements often involve correspondence. Even if appointments have been made verbally it is wise to confirm them in writing, as a letter is clearer to all parties concerned than a telephone message, where it is easy to misinterpret dates and places.

Travel arrangements can, of course, be made without writing letters. However, correspondence is necessary if accommodation is to be booked abroad, or if one is to travel further from places outside one s own country. e.g. International Import Corporation 44 Nasatar St. Cairo 18 August, 1997 Dear Mr. Carter, As mentioned in my letter of 9 August, I am planning to spend a few days in London next month, on my way to the United States.

The dates are now settled I shall at Heathrow on Wednesday, 3 September Flight BA 602 15 30 and leave on Friday night. I shall be staying at the Cumberland Hotel, Marble Arch, London W1. On September 3 I already have some appointments, but could come to your office any time on Thursday, 4 September. Would you kindly leave a message at my hotel letting me know what time would suit you. One of the most important matters to be discussed is the percentage of commission you could give us for distributing your SELECT copier in Egypt. As we have already indicated, 10 is unacceptable to us we require at least 12 if we are to do a good job of selling this equipment in Egypt. In the hope that we can come to terms, and looking forward to meeting you, I am, Yours sincerely, Amir Hanna International Import Corporation Amir Hanna 3. Invitations Accepting and Declining A formal invitation, usually in the form of a letter or printed card, is written in the third person, and replies also follow the same style.

Other invitations are written less formally.

Any written invitations should be answered in writing too, not by phone. A distinction is made between a formal invitation, a semi-formal and informal invitation, and the correct form of reply to each is indicated. e.g. Dear Dr Simon, On behalf of the Russian Academy of Sciences and the Organizing Committee of the 10th International congress on brain surgery I have the honour and pleasure of extending to you an invitation to participate in the work of Congress and to give a lecture at the Plenary Session covering your area of research.

An early reply to this letter would be appreciated. Sincerely Yours, F.N. Pavlov, Professor Chairman of the Organizing Committee e.g. Dear Dr. Truman, I very much regret that I am unable to accept your kind invitation to a Reception to be held in Hotel Ritz at seven oclock on Friday, the tenth of March, 2000, as I have already accepted a previous invitation for that date and time. Yours Truly, Simon Perry e.g. John and Jane Doe are pleased to accept the kind invitation of John and Jane Smith to join them in celebrating the graduation of their daughter, Jane Saturday, the twentieth of June, at 4 o clock at the Riverside Country Club, 4500 Riverside Drive 4. Thanks for Hospitality, Requests, Complying with a Request It is a matter of courtesy to write to your host personally if you have enjoyed his her company s hospitality.

Here you can see how to express thanks for the fulfilment of other requests, too. e.g. DATE August 29, 1999 It was a pleasure meeting you today, Mr Smith. You couldn t have chosen a better restaurant.

The food was superb. Thank you. I am glad we had plenty of time to discuss the construction project. You helped clear up almost all the questions I had. And you pointed me in the right direction to find the answers to the few queries I have left. I look forward to meeting you again in the near future. I will call you when I return from my trip to the head office and then it will be my pleasure to treat you to lunch.

Regards, M.J. Johnson e.g. TO J. Watkins FROM Dr. J. R Ewing DATE August 29, 1999 SUBJECT Marriage Benefits Congratulations on getting married, Jim. Best wishes to you and your bride for a long and happy life together. Now that you are changing your status, we need to discuss your health insurance and retirement plans. As well, I would like to explain our company policies as they affect you and your wife. Could you drop by my office as soon as you return from your honeymoon so that we can talk? 5. Employment Applications, Letters of Recommendation, Giving notice When writing a letter of application, the applicant would like to say what job and conditions he or she would like to have. But a good letter of application should contain facts the prospective employer wants to know, for instance what experience the applicant has, how useful he or she will be to the company.

If he has held several positions, it would be advisable for the applicant to submit a personal data sheet, the curriculum vitae, containing full personal details and information on the past experience, education and certificates or degrees, special qualifications, and possibly references.

The letter then can serve to draw the reader s attention to the candidates suitability for the vacancy. If you are starting your career and have had one or two jobs, or none at all, all the particulars can be included in the letter itself.

A contract of employment defines the conditions of work, the working hours, holidays allowed, responsibilities and notice. It may contain a job description and give information on fringe benefits such as company pension scheme, bonuses, expenses and commission where applicable. When employment is terminated by either party, notice has to be given in writing and the set period observed. e.g. Dear Dr. James This letter is in response to your advertisement in the Financial Times on November 25, l998 for a position of secretary.

I have three years experience in the field of market research. I am ready for long hours and travel required to be an effective personal secretary. My resume is attached for your resource. Sincerely, J. Kvatson Ms e.g. Dear Mr Douglas, I have been working for Newborn Electronics for 7 years and I always enjoyed and valued my job. As well I always enjoyed and valued my salary. However the total crisis in the country and the recent ruble inflation make me ask for a certain adjustment of my salary which is now 8.000 rubles.

Three months ago this sum equaled to approx. 530 US dollars while today it is less the 200 US dollars. Taking into consideration the above calculations I am requesting a salary adjustment of 17.000 rubles. Thank you in advance for your prompt consideration of this matter. Sincerely Yours, F.T. Petrov e.g. Dear Mr Hampshire Your work has been excellent. However, your absentee record is now overshadowing your work record.

I realize that your health has been poor but one of our job requirements is regular attendance. We have difficulty scheduling when we cannot depend on your attendance. We have discussed this subject with you several times before. Now your attendance must meet our requirements or we will have to terminate you. Sincerely, J. Johnson Export Department 6. Goodwill letters Congratulations, Introductions, Condolence, Christmas and New Year Wishes A goodwill letter, as its name implies, is not written to obtain an order, or to collect outstanding bills.

It is intended to pay for itself in another way, by building up goodwill. It is difficult to measure its value, but if this could be done businessmen would probably write goodwill letters more often. They give both the reader and writer pleasure when the occasion arises to enclose a gift, to send good wishes, to express thanks or to remember an anniversary. Letters of introduction can also be a great help, both to a young person starting out n a particular field of business and to the established businessman wishing to expand his operations.

Goodwill letters let customers feel that they are in tough - in good times and bad - when business friends show sympathy, when they offer assistance, and when congratulations are due. e.g. November 30, 1997 Dear Dr. Simpson, I want to introduce you to Ms James, who worked with me at Connaught Centre for five years. She is a person of great intellect and work ability.

Ms James is currently involved in a project which might be of interest to you, and he shall be contacting you soon to arrange a meeting. I am sure you will benefit if you agree to see her. Yours Sincerely, Mr Watson Sales Manager e.g. Hunters Ranch, Paxton, Florida 32538 May 4, 1995 Dear Mr. Wembley My wife and I are coming to Delhi for a fairy long stay, as I have business there that will keep me several months. I know you have lived in Delhi for several years, and I wonder if you would kindly give us some introductions. Since I shall be very occupied, my wife may feel lonely at times.

If she knew one or two people whom she could visit now and again, it would be very pleasant for her. I would be most grateful for your help. If there is anything I can do for you - either here in the states or when I am in Delhi - please do not hesitate to let me know. Sincerely yours, Harold Canning Harold Canning Mr. Clifford Wembley c o American Press Office New Delhi, India e.g. International Office Equipment Inc. P.O. Box 295 Nassau Bahamas December 18, 2000 Ladies and Gentlemen Near the close of another year, we would like to take this opportunity of thanking our friends and customers for their continued confidence and patronage.

We send you and your families our best wishes for Christmas and a very prosperous New Year. Sincerely yours, H. Raffley H. Raffley 2. Correspondence on business situations 1. Inquiries An inquiry also spelt enquiry is sent when a businessman wants some information, especially about the supply of goods leaflets or catalogues quotation or prices samples terms and discounts availability of goods delivery times and deadlines method of transport insurance A businessman will save unnecessary correspondence by giving full details that are relevant.

If a prospective customer approaches suppliers for the first time, it is useful to tell them something about his own business, the kind of goods he needs and for what purpose they are required. In this case of customers of long standing or repeat orders, the inquiry may be very simple.

Often a phone call or a postcard will do. e.g. MATTHEWS WILSON Ladies Clothing 421 Michigan Avenue Chicago, III.60602 Messrs GRANT CLARKSON 148 Mortimer Street London WIC 37D England October 21, 1993 Gentlemen We saw your women s dresses and suits at the London Fashion Show held in New York on October 17. The lines you showed for teenagers, the Swinger dresses and trouser suits would be most suitable for our market.

Would you kindly send us your quotation for spring and summer clothing that you could supply to us by the end of January next. We would require 2,000 dresses and suits in each of the sizes 10-14, and 500 in sizes 8 and 16. Please quote c.i.f. Chicago prices. Payment is normally made by letter of credit. Thank you for an early reply. Very truly yours, P. Wilson. Jr. Buyer e.g. WORLDWIDE DEALERS LTD. Connaught Center Hong Kong The Victoria Cycle Works P.O. Box 9734 Melbourne June 14, 1998 Dear Sirs, Our business agents in India have asked us for quotations for 10,000 bicycles, to be exported to Sri Lanka, India, Pakistan and Nepal. Please let us know what quantities you are able to deliver at regular intervals, quoting your best terms f.o.b. Brisbane.

We shall handle export formalities, but would ask you to calculate container transport to Brisbane for onward shipment. Yours faithfully, P. King Asst. Export Manager 2. Quotations.

Offers The quotation in reply to an inquiry may be a simple one, containing simply the prices and other information asked for. The sales-conscious businessman, however, will take the opportunity to stimulate his correspondent s interest in his goods or services by including a sales message and the assurance that the customer will receive personal attention. Offers are also sent without a preceding inquiry when a supplier wants to draw the attention of customers and new customers to a special product or range of goods. A firm offer is subject to certain conditions, a deadline for the receipt of orders, or a special price for certain quantities. e.g. export quotation firm offer, reply to the first inquiry example Grand Clarkson 148 Mortimer Street London W1C 37D Messrs Matthews Wilson 421 Michigan Avenue Chicago, Ill. 60602 30th October, 1997 Attention Mr. P. Wilson, Jr. Dear Sirs, We are pleased to make you an offer regarding our Swinger dresses and trouser suits in the size you require.

Nearly all the models you saw at our fashion show are obtainable, except trouser suits in pink, of which the smaller sizes have been sold out. This line is being manufactured continuously, but will only be available again in February, so could be delivered to you in March. All other models can be supplied by the middle of January 1998, subject to our receiving your form order by 15th of November.

Our c.i.f. prices are understood to be for sea land transport to Chicago.

If you would prefer the goods to be sent by air freight, this will be charged extra at cost Trouser suits sizes 8-16 in white, yellow, red, turquoise, navy blue, black Sizes 12,14 also in pink per 100 2,650.00 Swinger dresses sizes 8-16 in white, yellow, red, turquoise, black per 100 1,845.00 Prices valid until 31st December, 1997 Delivery c.i.f. Chicago Transport sea freight Payment by irrevocable letter of credit or cheque with order You will be receiving price-list, cutting of our materials and a colour chart. These were airmailed to you this morning.

We hope you agree that our prices are very competitive for these good quality clothes, and look forward to receiving your initial order. Yours faithfully, F.T.Burke Export Department e.g. Bunbury Estate Builders 17Fen Road London EC3 5AP 24 November, 2000 Dear Sirs, In reply to your letter of 21st November, we have pleasure in enclosing a detailed quotation for bathroom showers.

Besides those advertised in the Builders Journal, our illustrated catalogue also enclosed shows various types of bathroom fittings and the sixes available. Most types can be supplied from stock. Four-six weeks should be allowed for delivery of those marked with an asterisk. Building contractors all over Britain have found our equipment easy to install and attractive in appearance. Any orders you place with us will be processed promptly. Yours faithfully, S. Stuart S. Stuart Sales Manager 3. Sales Letters Direct advertising, in the form of letters to a selected group of readers, is an effective way to promote sales.

Such sales letters should appeal to the potential customer. They should arouse the reader s attention create desire to make use of your offer convince him that these products or services are the best ones for him activate him to place an order Almost any communication can be used as a sales letter. Announcements to customers and others or important changes can be used to make your company, your products or services better known to the public, and to attract buyers. e.g. FARMERS FRUIT PRODUCTS Taunton, Somerset England November 2000 Dear Sir, In the field of fruit preserves, English jams marmalades have been regarded as the best for the century and a half. Their reputation is spread by everyone who tastes them they are recommended by word of mouth to relatives, friends and many prospective customers.

English fruit farmers supply FARMARES with the best quality produce from their orchards and gardens.

Fresh citrus fruits are imported from Spain and Israel all year round. Please refer to the enclosed price-list, and let us know your requirements on the form attached. You may be able to profit from special terms on your initial order. Delivery can be made shortly after we receive your order. FARMERS look forward to hearing from you soon Yours faithfully, FARMERS FRUIT PRODUCTS 4. Counter-Proposals, Concessions A buyer need not accept the prices and terms offered by the seller unconditionally.

There will often be good reason to make a counter-proposal with the object of obtaining better prices or terms, or a shorter time of delivery. As a result of these negotiations, the supplier could make a concession, particularly for an introductory sale, or if the customer places a large order. e.g. Roberts Import Company Av. Rio de Janeiro Grupo 505 Rio de Janeiro Farmers fruit products Taunton, Somerset England 16 November, 1998 Dear Sirs, Thank you for your letter of 10th November, enclosing your price-list. The 2 lb tins of marmalade would not be suitable for our customers, but we should like to buy 15,000 1 lb jars. However, there is one disadvantage when compared with local produce.

Housewives here are used to a jar containing 500 grammes the English pound is only 454 grammes. Therefore we would ask you to reduce the prices quoted for quality A2 by ten per cent. As far as the settlement is concerned, we would suggest paying half the amount against your invoice on receipt of the goods, and the second half within 30 days, deducting 2 per cent discount.

The samples arrived yesterday, and we must admit that your marmalade is delicious. Would you kindly let us know as soon as possible if you can supply us on the terms mentioned. Yours faithfully, R. Wilson 5. Orders, Order Acknowledgements In comparison to the correspondence so far, placing an order is simple from the point of view of letter-writing.

Very often the purchasing department or the buyer fills in an order form, although he may prefer to write a letter to make certain points quite clear. There could be special import regulations, which make it necessary to complete formalities, or he may want to stress delivery instructions or other matters. The supplier sends an order acknowledgement promptly, to thank his customer for the order. If prices or delivery times have changed, the customer must be notified.

If the goods ordered are no longer available, a substitute may be offered. e.g. MATTHEWS WILSON Ladies Clothing 421 Michigan Avenue Chicago, III.60602 GRANT CLARKSON 148 Mortimer Street London W1C 37D November 4, 1996 Gentlemen Thank you for your quotation of October 30. We have pleasure in placing an order with you for 1,900 Swinger dresses at Price 38,745 in the colours and sizes specified below Quantity Size Colour 50 8, 16 white 100 10,12,14 white 50 8,16 turquoise 100 10,12,14 turquoise 50 8,16 red 100 10,12,14 red 50 16 yellow 100 10,12,14 yellow 50 16 black 100 10,12,14 Black Delivery air freight, c.i.f Chicago We shall open a letter of credit with your bank as soon as we receive your order acknowledgement.

Please arrange for immediate collection and transport since we need the dresses for Christmas. Very truly yours, P. Wilson Buyer 6. Dispatch, Packing, Transport When the supplier has made up the order and arranged shipment, the customer is informed of this in an advice of dispatch.

This may be done on a special form or in a letter. e.g. SATEX S.P.A. Via di Pietra Papa, 00146 Roma Telefono Roma 769910 Telefax 06 681 5473 Mr. Crane, Chief Buyer Nesson House Birmingham B3 3EL The United Kingdom 29 March, 1990 Dear Mr. Crane, We would like to advise you that your order has been shipped on the SS Marconissa and should reach you within the next ten days. Meanwhile our bank has forwarded the relevant documents and sight draft for 1, 445.60 to the Northminister Bank Birmingham.

We are sure you will be pleased with the consignment and look forward to your next order. Yours sincerely, D. Causio e.g. GRANT CLARKSON 148 Mortimer Street London W1C 37D MATTHEWS WILSON Ladies Clothing 421 Michigan Avenue Chicago, III.60602 20thNovember,1996 Dear Sirs We have pleasure in notifying you that your credit was confirmed by our bank yesterday, 19th November. We have had the 1900 Swinger dresses collected today for transport by British Airways to Chicago on 25th November.

Enclosed is our invoice for the goods in question plus the extra charges for air freight, packing list to facilitate customs clearance at your end, certificate of origin, air waybill and insurance policy. Hoping that this initial order will lead to further business, we are Yours faithfully, F.T.Burke Export department 7. Payment and Reminders Customers usually settle their accounts by cheque when payment is due, according to the terms of payment. However, some overlook the date and have to be reminded of the amount outstanding.

The first letter is written in a friendly tone, as the delay may have been due to an oversight. When payment has not been received in reply to this reminder, the creditor will write again in a firmer tone. If the debtor gives no reason for non-payment and sends no remittance, the last course is to use the services of a collection agency or to take legal actions. There may be good reasons for a customer s inability to pay. Where possible he should at least make a part payment, and agree to settle the balance of his account within a reasonable time. e.g. The manville corporation Wilmington, Conn. 71226 July 19, 1998 Gentlemen In settlement of your invoice No. 20015, we enclose our cheque for 870. May we add that we are pleased with the way you executed this order.

The furniture arrived exactly on time, and could be put on sale without delay. Thank you. Sincerely yours, William S. Carsons Enc. Cheque e.g. THE MANVILLE CORPORATION Wilmington, Conn. 71226 Carson Inc. Bay AvenueSan Francisco July 22, 1998Dear Mr. Carsons We were pleased to receive your check for 870. It has been credited to your account, which is now completely clear.

Please give us an opportunity of serving you again in any way we can. Sincerely yours, Robert L. Thomas Enc. Receipt 8. Complaints, Handling complaints Mistakes may occur in day-to-day business, and these give cause for complaints. There might have been a misunderstanding about the goods to be supplied perhaps the warehouse clerk made an error in addressing the parcel sometimes a consignment is dispatched too late or delays are caused in transit damages may have occurred during delivery a manufacturing defect is discovered when a machine is used. The customer is understandably annoyed.

He will get better results if he takes the trouble to explain his complaint clearly, and to propose ways in which matters can be put right. His company may make mistakes too firms often have to manage with insufficiently trained personnel or to contend with staff shortage, so mistakes and accidents happen.

It is particularly necessary to exercise tact in handling complaints. A disappointed customer cannot be put off with mere apologies - he is entitled to know how the mistakes will be remedied when he will receive the goods ordered what he is to do with the wrong consignment or the damaged goods he received when he will receive a replacement for his defective machine, or if it can be repaired quickly. e.g. MATTHEWS WILSON Ladies Clothing 421 Michigan Avenue Chicago, III.60602 November 22, 1996GRANT CLARKSON 148 Mortimer Street London W1C 37D Gentlemen Thank you for your delivery of Swinger dresses which were ordered on November 4. However we wish to draw your attention to two matters. Of the red dresses supplied one lot of 100 size 12 included clothes of a lighter red than the other sizes.

Since we deliver a collection of various sizes to each store, it would be obvious to customers that the clothes are dissimilar.

In addition the red belt supplied does not match these dresses. We are returning two of these by separate mail, and would ask you to replace the whole lot by 100 dresses size 12 in the correct colour. As far as your charges for air freight are concerned, we agree to pay the extra costs which you invoiced. However your costs for packing and insurance must have been lower for air cargo, and we request you to take this fact into consideration and to make an adjustment to the invoice amount.

Would you please send us a rectified invoice, reduced accordingly. We look forward to your dealing with these questions without delay. Very truly yours. Wilson. e.g. GRANT CLARKSON 148 Mortimer Street London W1C 37D MATTHEWS WILSON Ladies Clothing 421 Michigan Avenue Chicago, III.60602 2nd December, 1996 Dear Sirs The colour of the dresses about which you complain is indeed lighter than it should be. Apparently this was overlooked by controller responsible.

Please accept our apologies for the oversight. We are sending you a new lot by air this week, and would ask you to return the faulty clothes at your convenience, carriage forward. Alternatively you may keep this lot for sale as seconds at a reduced price of 1,120. You are perfectly correct in saying that packing and insurance costs are normally less for cargo sent by air. May we remind you, however, in this case your request to send the goods by air was made at very short notice.

It was not possible for us to use the lighter air freight packing materials, as most of the dresses were ready for shipment by sea freight please see our letter of 9th November. Furthermore, our insurance is on an open policy at a flat rate, and depends on the value of the goods, not the method of transport. For these reasons our invoice No.14596 dated 15th November 1996 is still valid, and we look forward to receiving your remittance when due. Yours faithfully, P. Burke. Part IV. Structural and lexical peculiarities of a business letter Bredgate 51, DK 1260, Sender s address Copenhagen K, DENMARK 9th May 2001 Date Sounsonic Ltd Warwik House, Inside address Warwik Street, Receiver s address Forest Hill, London SE23 1JF UNITED KINGDOM Attention line For the attention of the Sales Manager Salutation Dear Sir or Madam, Please would you sent me details of your quadrophonic sound system, which were advertised in the April edition of Sound Monthly ? Body of the letter I am particular interested in the Omega range of eguipment that you specialize in. Complimentary close Yours faithfully, Ekaterina Gadyukova Signature E. Gadyukova Ms Per pro p.p. D. Sampson Company position Sales manager Enclosure Enc. 1. Structure of a business letter Sender s address In correspondence that does not have a printed letterhead, the sender s address is written on the top right-hand side of the page. In the UK, in contrast to the practice in some countries, it is not usual to write the sender s name before the sender s address.

Date The date is written below the sender s address, sometimes separated from it by a space.

In the cases of correspondence with the printed letterhead, it is also usually written on the right-hand side of the page. The month in the date should not be written in figures as they can be confusing for example, 11.01.1998 means 11th January 1998 in the UK, but 1st November 1998 in the US. Nor should you abbreviate the month, e.g. Nov. for November, as it simply looks untidy.

It takes a moment to write a date in full, but it can take a lot longer to find a mis-filed letter, which was put in the wrong file because the date was confusing.

Many firms leave out the abbreviation th after the date, e.g. 24 October instead of 24th October. Other firms transpose the date and the month, e.g. October 24 instead of 24 October. These are matters of preference, but whichever you choose you should be consistent throughout your correspondence.

Inside s or receiver s address This is written below the sender s address and on the opposite side of the page, i.e. the left-hand one. 1. Surname known If you know