Professional English

2. PearsonEducationLimited
EdinburghGate,l'larlow,
Essex,CM202JE,England
andAssociatedCompaniesthroughouttheworld
www.longman.com
CopyrightO lanBadgerandSuePedley2003
Allrightsreserved;nopartofthispublicationmaybereproduced,storedina retrieval
system,ortransmittedinanyformorbyanymeans,electronic,mechanical,photocopying,
recording,orotherwisewithoutthepriorwrittenpermissionofthePublishers.Themoral
rightoftheauthorhasbeenasserted.
Firstpublished2003
Sixthimpression2009
lsBN-978-0-582-53972-3
SetinUniversCondensed1opt
PrintedinMalaysia,KHL
DesignedandtypesetbyRockGraphics
lllustrationsbyRogerFereday
Acknowledgements
WewouldliketothankHelenParkerforherhelpindevelopingthisseries,MaggieJoSt
John,ChristineJohnson,JulieNoviell,TeresaMillerand,MariaKellerfortheirvaluable
inputandDianeWinklebyforherhelpwiththeBritish/Americandifferencesboxes.
WewouldalsoliketothankHans-JuergenPrellatDeutscheTelekomandlearnersfrom
UPM-Kymmene0y,MetsoPaperValkeakoski0y,MetsoPaperABSundsvall,Hagforsand
Grdstorp,GoldwellGmbh,BusinessandMedicalEnglishServicesandFiltonCollege,
Bristolforpilotingandreportingonthematerials.
Coverphotographcopyright@Photonica

3. Gontents
Introduction page5
I Thebasics Beginningsandendings Basiclayout
page7 Thewritersknoweachotherwell A standardletter
Thewritersknoweachother A memo
Thewritersdonotknow A groupemail
eachother
2 Makingcontact Messages1 Messages2
page15 A firstcontactfroman A firstcontactfroma company
individual A reply
Anacknowledgement A requestforfurtherinformation
A reply Introducingthecompany
Chasingupinformation
A reply
3 Arrangements Arranginga visit Travelarrangements Takingandforwarding
page23 Aninvitation Arranginganitinerary messages
Replyingto aninvitation Makinga booking Leavinga message
A confirmation Confirminga reservation Passingona message
Sendingdirections Checkingtravel Forwardinga message
Chasingupinformation arrangements Anacknowledgment
Anautomaticemailreply
I Meetings Settingupa meeting1 Settingupa meeting2 Meetingfollow-up
page33 Suggestinga meeting Settingtheagenda Minutesofa meeting
Suggestinga date,timeand Changingtheagenda Suggestedamendments
place Negotiatingchanges Comments
Agreeing Finalisingarrangements Thanks
Confirminga meeting
Anurgentmeeting
5 Enquiries Messagest Messages2
page$ A generalenquiry Specificenquiries
A reply Adviceandrecommendations
A furtherrequest A requestforinformation
A reply Forwardinga request
A covernote Providingdetails
6 Orderc,dealing 0rders Dealingwith problemsI Dealingwith problems2
withproblems Requestinga quote Problemswitha schedule Unacceptableservice
page51 Placingafirstorder A reply A reply
A reply Damagedgoods Misleadinginformation
Placinga repeatorder A reply A reply
Rejectinga complaint
7 Shortrcpofts Providinginformation Focusonfactsandfigures
page6l A requestforinformation Presentingnumbers
A shortreport Describingtrends
Askingformissinginformation Makingcomparisons
Providingfurtherinformation Drawingconclusions
8 Personal MessagesI
messages Appreciation
page69 Congratulations
Messages2
Goodnews
Replyingto goodnews
Replyingto badnews
A reminder
A personalannouncement Badnews
Sayinggoodbye
Sayingthankyou
Respondingtothanks Replyingto a reminder
Glossary page77
Answers page86 a
Appendices
I Punctuation page92
2 Datesandtimes page93
3 Abbreviations page95

4. Introduction
Eng|bh ior Wodr
ThebooksinthisseriespresentandpractisespokenEnglishandpracticalwritingforeveryday
communication;theyfeaturekeywordsandexpressionswhichwillhelpyouinawiderange
ofworksituations.Thetargetlanguageisintroducedthroughshorttexts,anddevelopedin
languagenotesandpracticeexercises.
Atthebackofeachbookthereisaglossarywhichcontainshighlightedlanguagefromthe
texts.Translationsoftheglossaryinselectedlanguages,canbedownloadedfromthe
Longmanwebsite,wvnr.longman-eh.com.
Theseriesisintendedforintermediatelevellearners.EverydayBusinessWritingwillbeuseful
supplementarymaterialifyouarepreparingforbusinessEnglishexaminationssuchasthe
UniversityofCambridgeBusinessEnglishCertificate(BEC),particularlytheReadingand
Writingpaper,andtheLondonChamberofCommerceandlndustry(LCCI)EnglishforBusiness
exam.
EYeryday Bueinerc Wrifing
EverydayBusinessWritingissuitableforanyonewhousesEnglishinthebusinessworld,and
forstudentslearningvocationalEnglishinadulteducationclasses,schools,collegesand
universities.
Thebookfocusesoneverydaybusinesswriting,which,intoday'sbusinessworld,isusually
sentbyemail.Thebookalsocontainssomeexamplesofothertypesofwritingsuchasletters,
memos,telephonemessagesandcovernotes.
Emailsareoftenshortandcanbeveryinformal.However,evenifanemailisinformal,itshould
stillbeaccurate,appropriateandeasyforthereadertounderstand.Emailscanalsobeformal
- forexamplewhenwritingtosomeoneforthefirsttime,youremailcanbejustasformalasa
letter.Thereisnostandardstyleforemailwritingandthebookreflectsthisfactintherangeof
languagepresented.Onepointtonotehereistheuseofcontractions.Somepeopletendto
usecontractions(l'llcallyou);otherswriteusingfullforms(lwillcallyou).Inmoreformal
letterwriting,fullformsarerecommended;inemailseitherformisused.
Youmayfindtheothertitlesinthisserieshelpful:
EverydayBusinessEnglish
EverydayTechnicaI English
BusinessPresentations

5. llow to use the book
Firstofall,workthroughUnit1- Thebasics.Thisunitsetsoutbasicguidelinesforwriting
emailsandprovidesexamplesofstyleandlayout.Youcantheneitherworkthroughthebook
unitbyunitorchooseonethatmeetsyourimmediateneed.Notethatinmostofthe
examples,thefocusisonthebodyoftheemail.TheSubjectboxandTo/Fromboxesfor
examplearenotalwaysincluded.
Youcanusethecontentspageto searchfordifferenttypesofwrittendocuments.Starteach
chapterbylookingattheUsefulphrases.Thenreadthetextsandstudytheaccompanying
notes.Certainphraseshavebeenhighlightedthathaveparticularfeaturesassociatedwith
them.However,it isworthwhilenotingotherphrasesthatappearinthetexts,whichare
equallyimportantandcanalsobeseenaskeyphrases.Usea dictionaryto checkyour
understandingofthelanguagepresentedandrefertotheappendicesatthebackofthe
book.
0nthenotespagesyouwillfindinformationonsomedifferencesbetweeneverydayBritish
andAmericanusage.
Afterstudyingthetextsandnotes,workthroughtheexercises;referbacktothetextsand
notesasnecessary.Youwillfindanswerstotheexercisesattheendofthebook.
Finally,refertotheglossaryatthebackofthebookandtestyourselfonyourunderstanding
ofthehighlightedkeyexpressions.Writetranslation$oftheseexpressions,againusinga
dictionaryif necessary.VisittheEnglishforWorkpagesontheLongmanwebsitewhereyou
willfindtranslationsoftheGlossaryina selectednumberoflanguages.
Youcanusethisbook.forself-qtudyorwithateacher,Goodluckandenloy.buildingyour
'EverydayBusinessWriting'skills!
lanBadgerandSuePedley,Bristol.2003
SomerecommendedmaterialstoaccompanytheEnglishforWo*senes:
LongmanBusinessEnglishDictionary
PenguinauickGuides;BusrnessEnglishPhrases
PenguinOuickGuides;EusrnessEnglishVerbs
PenguinAuickGuides;EusrnessEnglishWords

6. t
I
I
Thnbasfcs
Some useful phrases.
Howareyou?
Howdidthemeetinggo?
Itwentverywell.
Itwasgoodtotalktoyouyesterday.
I enjoyedmeetingyoulastweek.
Thankyouforyourmessage.
l'veattacheda copyofmyreport.
Everythinglooksfine.
Nochangesneeded.
Laurent- pleasemakethearrangements,
Pleasecallme.
Pleasedonothesitateto contactme.
I lookforwardto meetingyouonFriday.
Lookforwardto hearingfromyousoon.
Seeyounextweek.
Allthebest.
Laurent_ please
arrangethe
musicforthe
offrceparty.
]/
Laurent- Please
arrangethe
musicforthe
officepartY.

7. andendi
c0urse
ldtlf'r,
Everythinglooksfine.ilt cfigffimam Seeyounextweek.
Allthebest
Kim
The writers know each olfrer
Smi, ri l'
Itwasgoodtomeetyouattheconferencelastweek.IwouldliketoinviteyoutovisitusonMonday25May
atI1:15sothatwecancontinueourdiscussions.I hopethatyoucancome.
lkdmd
t*ilffi
HeadofPersonnel
DearMrsGonzales
Thankyoufortheinviiation.Wagainon25Mayat1l:l5a'm.
Yourssincerely
TarjaNovotna
Tlre writerc do not know eaeh odrer
0tr,*l#lfr&
I wouldliketo checkourinsurancecover.Wewillbeshippingnewequipmentto ourBirminghamofficenext
month.Dowe needto changeourpolicyorwillit becovered?
YenCS
DrSlackiffi*ilri*,W
DearDrSlack
Thisisto confirmthatyourcurrentpolicycoversyouandthatyoudonotneedtotakeanyfurtheraction.ll
youhaveanyotherqueries,pleasedonothesitateto contactme.
Yourssincerely
N.Nuul(Administratorl
Tlre writers know eaeh ottrer well
tlif,in
lbw m W? lt wasgoodtotalkyesterday.
fufimlicingthr&ilsof theLeadershipCourseandlwanttobesurethateverythingiscorrect.Canyou
checkthebrochureagainbeforeitgoestotheprinter,especiallypages5-7? Pleaseemailmeorcallmeon
mymobileif anychangesareneeded.
Bdngndf :
Anders

8. Notes
HiKin
The way you begin and end a message
dependson how well you know the person
you are writing to. A good guide is to use
the same beginningand ending(or a slightly
more formal one) as the other person.In
informal emailssome peopledo not usethe
person'sname but startthe message:
Hi/HelIo/Good morning/afternoon
Howareyou?
Whenyouknoweachotherwell,youoften
begina messagewith a friendlygreeting.
Otheropenings:Hopeyouarewell.
It wasgoodtoseeyoulastweek.
I'n finalising the details...
Sayingwhyyouarewriting:
l'mwritingtoletyouknow...
Justa notetoletyouknow...
Thisis toletyouknowthat...
NotehowcontractedformsI'm (l am),You're
(Youare)etc.areinformalandoftenusedin
emails.
Bestregards
Thewayto enda messageisa matterof
personalchoice,butif youarewritingfirst,it
is bestto bemoreformalthantoo informal.
Someotherinformalendings:Begards
Bestwishes
Allthebest
Cheers(veryinformalUKEnglish)
Anders
Youcanbeginanemailbysimplywritingthe
person'snameatthetop of a message.
No changesneeded.
Notethattheverbare(Nochangesare
needed)hasbeenleftout hereto keepthe
messageshortandsimple.
DearMs Novotna - Yourcsincerely
Inemailswhichfollowthestyleof more
formalletters,if youopenwitha name;
DearMs/Mrs/Miss/Mr;youclosewith lours
sincerely.However,in emailstherulesare
morerelaxed- youcanbegina message
with Dearandend it with Bestregards,Best
wishesetc.(seenotesabove).
Msis usedinsteadof Mrsor Missif you do
not know if a woman is marriedor not.
Some women preferto be calledMs.
Piki Gonzales(Mrcl
A little old-fashioned,but when the reader
may not know from your name whether you
are maleor female,you can help by giving
your title, e.g.PikiGonzales(Ms)at the end of
your message.
I lookforwardtomeetingyou...
This is one of the most common phrases
usedat the end of messages.Note the -lng
form of the verb which follows lookforward
to: I look forward to hearing from you.
I look forward to receiving the report.
DearSir/Madam- Yourcfaithfully
UseDearSir/Madaminformalmessages,if
you do not know the personyou are writing
to. DearSlris also used.Thistype of
messageusually ends with: Yoursfaithfully.
SeniorManager
As thisis a firstformalenail,thewriter
includeshisnane andposition.ln well-
establishedreIationships, withfrequent
communication,thisis notnecessary.
ldffiftmqlcan dltlofrnGer
Brlti*h American
HiKim HiKim:
Note:Americanstyle usesa colan(:)afterthe
salutationfor businesscorrespondence
Yaursfaitttfully
(DearPiki:lDearSk:or
MadamiToWkomit May
Concern:
Thisexpressionisnot
usedinArnerican
English.
Sincerelyilaurstruly
wauldbeusedinstead.
finatizing
cellutar)phone
insurancepolicy
{aloousedin British
Eng.lishl
quesgons(alsousedin
BritishEnglish)
frnalising
lnabile(phone)
insurancecover
(notusedin
AmericanEnglish)
queries(exists,but
notoftenusedin
American€nglish)

9. out
lelter
Sasicla
A standard
A memo
A group email
.
Suljr.t,
D Attochmenlc:fi/at
ffiltm*';
ffi4i$ffi;lt!#ffi#leffir for the annualdinner.Pleaseletme knowwhat
youwouldlikebytheendof thisweek.
i$ii{l*ffi;iitiffii;***iii$r****:"Anff!*iMtii$iiH ror the music.
Thanks.
Klaus
Hardv
Heywa
-iJ: ?""
rd7 NoginRoad
Shipsam
Northshire
KT349P
UK
18April20-
# ffi#;[ p**r,
i#*#l*n*t*iiw€di$sref!:$ffita**:fuls$ffi*g#rb:W I amgoingto bein AmsterdaminJune
and'il.wld like to.trrqe a meetil4'*i6r'yw asyousuggested.
#&,hau,e,manllaeff.pr-odr*t$ that I amsurewill interestyou.
&*ld,.trmu..le* ne knon'ff you are availabld onJune5th or 6th?
* toot forward to hearing frorn you soon:
Yourssincerely,
lsatbel Hatvdy
IsabelHardy
Partner
To: All Headsof Department
From: PamelaNewman
Directorof CorporatePlanning
Date: .14Juqe 20 -
Subject: $gent visit
#ryS#***t#ffiEun Joo, our Koreanagent,will be visitingthe company next
Friday21 June.You are invitedto meet her in the ConferenceRoom at 10:30a.m.
EunJoo will give us the latestinformationon the Koreanmarket,and she will
answerany questionsyou may have.Therewill be a buffet lunchat midday.
kesr*m drs.you.wl#. .

10. Notes
DearMr Loelgen,
Notethat some peoplepreferto write a
comma (,) after Dear Sir,Yoursfaithfully,etc.
It is now more usualto leaveout the comma
in both formal and informal lettersand
messages.
Be consistent.lf you use a comma afterDear
John, use a comma after Yourssincerely.
It wasgoodtomeetyouattheseminarin Paris.
Remindthe readerof thefirstor previous
contact.
Doyourememberthatwemetat theExpo
presentation?
Wespokeat therecentconference.
... I wouldlike to anangea meetingwith you...
Openformalcorrespondencewith a clear
statementof whyyou arewriting.
I amwritingto confirmarrangements.
I wouldliketo checksomedetailswithyou.
Wehavemanynew products...
Thenextsentence(s)contain(s)yourmain
message.Otherpossibilities:
Itwouldbegoodtocontinueourdiscussions.
I wouldliketo showyouournewbrochure.
Couldyou letmeknow il youare available...
Usecouldtomakepoliterequests:
Couldyouletmeknowassoonaspossible?
Couldyoucallme?
I look forward to hearing from you soon.
Formallettersusuallyincludea politefinal
phrase.Otherexamples:
I lookforwardtomeetingyousoon.
Lookingforwardto yourreply.
Pleasenotethat...
Pleasenotethat...is a commonwayof
introducingimportantinformationin a
formalmemo.
Pleasecoilinn thatyoucan attend.
Otherformalpoliterequests:
Pleasereplyassoonaspossible.
PleasecontactmebyFriday.
Dear all
A commongreetingwhenanemailissentto
a group.Othergreetings:
Deareveryone
Dearcolleagues
Helloeveryone(informal)
Notethatgroupemailscanalsobesent
withouta greeting.
l've attacheda copyof themenu...
Otherwaysto indicatethatyou have
attacheda file/filesto youremail.
Hereis themenu.
Thereportis attached.
lf youwantto bemoreformalyoucansay:
Pleasefindattachedthereportasrequested.
Herewiththefilesyouaskedfor.
Laurent,canyoumakethearrangements...
Notehowwe askan individualto do
somethingin a messagesentto a group.
Usea comma(,)or a dash(-) afterthe
person'sname;
John,pleasecallmewhenyoureceivethis.
Sonia- canyouforwardthismessageto Oliver.
ffidilcnncct
,Egeau*eernailis international,ths
differancssin BritishEnglishandAmerican
,Eng,liohSyles ers becomingfewar (US
cmails may sometimesbe mors infomal
than UX emsifs),,However,somsgEgtors
suchasfnancial,bankingandlegalprefer
formality.ln thcseeases,addresspeopleby
their titlee,avoidcontractionsand slang,and
beconciseandto th6 point.

11. Fractice
1 Match tlfe opening
a DearSir
b Fred
d DearDrSomerset
e Helloeveryone
greeting with the most suitable close.
h,
(il Yoursfaithfully
ii Allthebest
i Bestregards
ii Yourssincerely
i Withverybestregards
ii Seeyou
i Yourssincerely
ii Bestwishes
i Yoursfaithfully
ii Regards
more informal.
a
u
tr
I
T
T
I
u.I
T
I
T
bi
ii
ci
ii
di
ii
ei
ii
2 Tick the phrase in each pair which is
a i HiFausta
ii DearFausta
fi
ii
Yourssincerely
Regards
Noproblem.
Thereisnoproblem.
I wouldliketo inviteyoutovisitouroffice.
Comeandvisitouroffice.
Pleaseconfirmthatyogcanattend.
Letmeknowifyoycancome.
Thanksforthedinner.
I wouldliketothankyouforthedinner.
Gomplete the sentences with a preposition.
ExAtptE:I amveryinterested. ilt . comingtotheseminar.
a llookforward ....hearingfromyou.
b Wemet.. . .theShanghaiseminar.
c l'dliketo makesomechanges.. . . theprogramme.
d Thankyou.. ..yourmessage.
e l'llseeyou ....M0nday.....3p.m.
f Callme... .mymobile.
g Therewillbea buffetlunch. . . . midday.
h l'veattachedthefilesyouasked

12. Put the correct form, -ing or infinitive, in these sentences.
ExlMpr"E:Please.gp.-+iH..(confirm)thatyoucancome.
a Canyou.. ... .(check)thebrochureforus?
b l lookforwardto.... .. (receivelthedocument.
c I enjoyed..... .(meetlyoulastweek.
d MrLahtinenwillbe (visit)Helsinkitomorrow.
e Couldyouletme. .. . ..(know)ifeverythingis0K.
f Howdidthemeeting (go)yesterday?
g I am (write)toaskyouforsomeadvice.
h Thisisto.. ....(confirm)ourconversation.
Match the two parts of the sentences.
1 l'mjustfinalising
2 Pleaseleteveryone
3 l'vejusthadamessage
4 Pleaseconfirmthatyoucan
5 Wemetrecently
6 John
7 | reallyenjoyed
8 | haveattached
6 Order the sentences into a
An informal mesrage
a I couldn'tfinditthismorning.
b l'llbebackintheoffice
c Goodmorning,lan.
d Didvousendmethemaovest(
a thefilesyouaskedfor.
b fromHeadoffice.
c cometothemeeting.
d meetingyoulastweek.
e thearrangementsfornextweek.
f knowaboutthearrangements.
g pleasemakethenecessaryarrangements.
h intheLondonoffice.
e Maija
f Thefaxnumberis9505142.
g Couldyoufaxit again.
h laterthisafternoon.
message.
Didyousendmethemapyesterday?

13. e
f
g
h
a
b
c
d
A formal rnemo
willvisittheofficeonFriday.
Dearcolleagues
Wewouldlikeeveryone
Thisisto confirmthatMrTayama
MarcusKerimov
byWednesdayatthelatest.
Pleaseconfirmthatyouareabletoattend
tomeethiminRoom21at2:30.
7 You are the Human Resources manager in your company. You are
organising a one-day conferenoe on 'Health and Safety'. Look at your
notes below and then write a memo to all staff:
O invitingthemtotheconference
O givingallthedetailsoftheconference(subject,date,timeetc)
O askingforareply
O offeringtogivemoreiqformationifnecessary
Write 4O-5O wolds, using the texts and notes in this chapter to help you.

14. OthaKrng
Some usefrrl phrases.
I haveseentheadvertisementonyourwebpage.
Couldyoupleasesendmesomemoreinformation?
Thankyouforyouremail.
I haveattachedanapplicationform.
Pleasereturnittous.
Pleaseletmeknowifyouneedanyfurtherinformation.
WearewritingtoinformyouthatweareorganisingameetinginTokyo.
Canyoucompletethebookingform?
Pleasetakealookatourwebsite.
I lookforwardtohearingfromyousoon.
Wewereveryinterestedtohearabouttheconference.
WeareanestablishedcompanyintheUK.
WeexporttoBrazil.
LookingforwardtoseeingyouinToronto.
I..
9- ',

15. A first
rgl
An
t3l
MessagesI
dontact fiom an indhlidual
DearMs Giles
{*r*,r{i*xi:*t*: iM,,gtLw :FlF and would like to apply for theg$,of
InternationalMarketingManager.I'fd:
cgti!3lt$.:irt,:liqqisqn.
I would be gratefulif you couldsendme an applicationform andsomeinformationaboutthe post.
Thankyou in advance.
Yourssincerely
Jean-LucReigniers
acknowledgement
DearJean-Luc
T&rurkryutr$or your €meit I m Blead.&#anhrq$'i .i lfi *,ffiand
informationaboutthepost,flt.,&tl#"
Couldyoualsocompletetheattachedquestionnaireandreturn it to usby theendof theweek.
I lookforward to hearingfrom yousoon.
Bestregards
SaraGiles
HumanResourcesManager
A rcply
l5l .
Giles
Pleasefind attachedmy completedapplicationform and a copy of my SV for your information.
l bch.furd.b yow n$y.
Bestregards
Jean-LucReigniers
Ghasing up inlomation
DearJean-Luc
Thank youfor your recentapplication.However,wehavenotyetreceivedyour completed
questionnaire.Couldyoupleaserefurn this assoonaspossible.
Fffifu*l*hiffie,km.rrW*.
Bestregards
SaraGiles
DearMs Giles
Pleasefind attachedmy completedquestionnaire.
f$'!illuffi1*i*ttr*,ii*S1*H* 08120745614if you need any further information.
Lookingforwardto hearingfrom you soon.
Bestregards
Jean-LucReigniers
A reply
{-l

16. Nates
I haveseentheadvertisementonyourweh
page...
Emailsgenerallyopenwittra clearpointof
reference.
Thanksforyouremail.
Wemetattheconferencelastweek.
I readyourrepoftwithinterest.
...post...
Postisanalternativewordforjoborposition.
I amcurrentlyworkingasaMarketing
Assistantforapuhlishingcompanyin London.
Sayingmoreaboutyourcurrentjob:
I havebeenworkingasa SalesAdvisorsince
May.
I havebeenin theExportBusinessfor three
years.
I havebeena lecturersince2001.
Thankyou lor your email.
Thisis a standardresponseto anemail.
Whenreceivinganemailfromsomeonefor
thefirsttimeyoucouldalsosay:
Thankyoufor yourinterestin ourcompany.
Wewerepleasedto hearthatyouare
interestedin ...
I am pleasedto attach ouronline application
form...
Documentssentwithanemailareattached
ratherthanenclosedastheyarewith a letter.
Youcouldalsosay:
Pleasefindattached...
Pleasetakea lookattheattached
file...
Theattachmentswillgiveyoutheinformation
youneed...
... as requested.
Thisis a morecommonexpressionthanthe
alternative:
... whichyourequested.
...cv...
This is a documentgivingdetailsof your
educationand past employment,usedwhen
applyingfor a job. lt comesfrom the Latin:
curriculum vitae.
I lookforwardtoyourreply.
This phraseis a standardpolitecloseto an
email.
Alternatives are:
I look forward to hearing from you soon.
I awaityour reply.(very formal)
Pleaseletmeknowif youhaveanyqueries.
This is a polite,informal endingto the
message.You could also say:
Pleasecontact us if you have any queries.
A moreformal endingis:
Pleasedo not hesitate to let us know if you
requireanyfurtherinformation.
Aueriesarequestions.Thesingular isquery.
I apologisefor notsendingthisearlier.
YoucoulUalsosay:
I amsorryI didnotsendthisearlier.
I'msorrylforgottosendit.(informal)
Pleasecallmeonmymohile...
Notetheuseof prepositionsin the
sentencesaboveandbelow:
Pleasecontactmeonextension232.
Pleasevisitourwebsiteat www.filton.ac.uk.
Youcanemailmeatjlreigniers@emiclidc.com.
Erldil/Amrican d{tornco
Bdtirh Amedcan
I haveseenthe I sawtheadvertisement...
advertisement... Note:AmericanEnglish
apalogise
cv
usuallyus€stho simple
pasttense.
apologize
resumE
Noto:In Ameriean
EnglishCVisucually
ressrvedfol acaderlic
applications.
Flaasesallmaan Pleasecallmeonny
ny nobile. cellphone.
Pleasecontactme Pleasecontactmeat
an extension82. extension232.

17. ilt$ssagFs2
liflr*trlu*ting to lnvllr Wu.ts e conhronccin Tokyo.Thiswill bean excellentopportunityto
meet localsuppliersand agents.
fkr&a.laot af ourw*rlto at www.iclwz.co.np where you will find details of lha
@dricftca rdudub and our online registrationform.
Pleasedo not hesitateto contactus if you requireany further information.
Yourssincerely
Minori Kishimoto
ConferenceOrganiser
A rrply
DearMsKishimoto
Wewerevery interestedto hearaboutt&e,foft&coming conf,erence in Tokyoad,,Miike
to attrnd I ampleasedto attachour completedregistrationform andlookforwardto hearing
from yousoon.
Yourssincerely
GuillermoRavallo
A request for further information
cl
Wehavereceivedyourapplicationandarepleasedto informyouthatwe havereserved
-
andsomevideoequipmentfor you,asyou requestedon yourregistrationform.
Oqdtl rul plrar tmd dr r fifty word *nnmary g,csnFany, for our conference
handbook,!ildn and'CIf&i urftik
Bestregards
MinoriKishimoto
ConferenceOrganiser
Intr,oducing dre eompany
A firct dontact from a eornpany
DearMs Kishimoto
Thank youfor your email.Hereis a suilnary of our companyfor thehandbook:
|[{fh rs'c{H*:cffid cs@f in tb UK with overthirty years'experienceof providing
managementtraining for theqMffidnS and narvice iildustries,
Wecanprovidea rangeof faining programmes,otr-site, at a ysiltls in theUK, or online,at a
competitiveprice.'
I hopethis is acceptable.If not pleasedonot hesitateto contactme.
lnoking forward to meetingyouin Tokyo.
Bestregards
GuillermoRavallo

18. Notes
Wearewritingtoinviteyoutoa corrterence...
ln formal written communicationsit is more
common to usethe full verb form Weare
writingrather than We'rewriting. Companies
wiff also use Weratherthan /when
contactingsomeonefor the first time.
Pleasetakealookatourwebsite...
An alternativeis:
Pleasevisitourwebsite...
Youwillfindourwebsiteat ...
... theconferenceschedule...
Thisis a detailedplanof whatwill happen
andwhenit willhappen.
Notethatan itineraryisthedetailedschedule
or planof a visitortrip.
... the forthcoming conference ...
Somethingwhichis forthcomingwillhappen
soon.
... and(wel would like to attend.
Noticehow it is not necessaryto repeatwe
inthissentence.
... a stand...
At a conferenceor exhibitiona standis a
smallareawherea companycandisplayits
productsor giveout informationto visitors.
Couldyou pleasesendusa ... summaryof your
company...
A moreformalalternativeis:
Wewouldbegratefulif youcouldprovideus
witha summary...
A summarygivesthe mostimportantfactsin
a briefway.
... by the endof theweek.
Bytheendoftheweekis usedto saywhen
exactlyyouwantsomethingdone. Other
alternativesare:
... beforeFriday.
... onMondayatI a.m.
... withinthenext24hours.
... inanhour.
Wearean estahlishedcompanyin theUK...
Otherwaysto describea companycould
include:
Wearea largemanufacturingcompany
specialisingin ...
Weareoneoftheleadingproducersof ...
Wearetheleadingexportersof ...
... manufacturingandsenice industries.
Themanufacturingindustrymakesproductsto
sellto customers,for examplecars,
telephones,clothes,
Theseruiceindustryprovidesservicesand
adviceto customers.Forexamplebanks,
travelagents,shops.
... on-site,..,
On-sifetrainingiswhenthetrainergoesto
thecustomer'sworkplaceto givethe
training.
,.. venue...
A venueistheplacewhereanevent(suchas
a conferenceor meeting)takesplace.
Brftish/ftneriean dllleruncce
British
a stand(tor
conferences)
American
abooth;anexhibit
experienceof...ing experiencein...ing
organiser organizer
programmes pr0grams
{Note:ThisAmerican
spellingof programsie
usedin BritishEnglish
but only to referto
computerprograms.)
venue InAmericanEnglish
(not usedin this locationor sifewould
way in American be moreusual.
English)
speciatising specializing

19. 1 Gomplete the sentences with a preposition.
EtoMptE:Wearea leadingexporter.gf. electricalgoods.
a I amcurrentlyworking ...a FinancialAdvisor.
b Iwouldliketo apply . . .thepositionofChiefExecutive.
c I havebeenworking.........FramcosinceMarch.
d I encloseanapplicationform . . . requested.
e I wouldliketheworkcompleted. . .theendoftheweek.
f Pleasetelephoneme. . . 003957234698.
g Pleaseemailme . . . sjwood@uh2mx.comforanyfurtherinformation.
h Wearea largemanufacturingcompanyspecialising . . . glassware.
2 Match the words with the correct definition.
1 stand i 0uestionsyouaskto getinformationorto check
somethingistrueorcorrect.
Fracti
2 itinerary
3 equipment
4 queries
5 post
6 venue
IV
V
t
.vi
Thetoolsormachinesyouneedfora particularactivity.
A smallareaata conferenceorexhibitionwherea
companycanshowitsproductsorgiveout
informationtovisitors.
Theplacewhereaneventtakesplace.
A detailedscheduleorplanofavisitortrip.
A jobora positionina company.
Fill in the gaps with words from the box below.
"A*neomirf summary questionnaire
on-site range producer service
ExlrMITE:Wearepleasedto inviteyouto our.f.qrfh99.tflthg. conferencein 0hio.
a Wecanarrangetrainingprogrammeseither. . . oronline.
b Ourcompanyproducesawide . . . ofproducts.
c Wearetheleading . . . ofcarsinGermany.
d The . . . sectorincludesbusinessessuchasbanksandtravelagents.
e Canyoupreparea short . . . .forthemonthlyreport.
f Couldyoucompletetheattached.... .... andreturnitassoonaspossible.

20. 4 Match the two parts of the sentence.
I lfyouhaveanyquestions
2 | lookfonruard
3 Wearewriting
4 Wewereinterested
5 Pleasetakealook
6 Thankyou
7 Couldyouplease
a to informyouaboutournextexhibition.
b atourwebsite.
foryourrecentapplication.
pleasedonothesitatetocontactme.
tohearabouttheconferenceinMadrid.
sendmesomefurtherinformation.
tomeetingyouinSeptember.
c
d
e
f
g
Put the sentences in the correct order.
1 Pleasetakea lookatourwebsiteatwww.conzfi.co.kr
2 Wearewritingto informyou
3 Pleasedonothesitateto contactus
4 whereyouwillfindfulldetailsoftheconference.
5 thatweareorganisinga conferenceinNewYork
6 Wewouldliketo invite
7 attheendofthemonth.
I yourorganisationto attend.
I ifyourequireanyfurtherinformation.
DearColleague
.?..We.
^y
e.wrilih.q.to.inf prq4.y.ah.
Yourssincerely
JeorrgmiSeo

21. formfortheforthcomingexhibition.-
2 | wouldliketo applyforthepostof U
Finance0fficer.
Wehavenotyetreceivedyour
completedapplicationform.
Wewouldliketo inviteyouto our
conferenceinLondon.
7 Read the email and notice below and then complete the booking form.
Write a word or phrase or a number on lines 1 - 5.
Equipment Booking Form
Conference'l'itle (1) ...
Nameof Organiser
Equipmentrequired
Date needed
Venue
From'ffi
dl To: Jahn$mith
Canyou completethe attachedEquipmentBookingForm for the
conferencethat you are organisingand returnit to the Technical
Department.I will do a short introductionso I will needa laptopand a
projector.Checktheprogramme to see if we needany otherequipment.
Let me know if you needany more informationfrom me. I will be in
Room 412 all day today.
Thanks.
6 Match the statement in A with the response in B.
A
1 | attachourcompletedregistration
B
a Wewereinterestedto hearaboutthe
conference,andwouldliketoattend.
Thankyouforyourapplication.We
havereserveda standforyouinthe
mainhall.
Thankyouforyouremail.I am
pleasedto attachouronline
applicationform.
I apologisefornotsendingthisearlier.
(21
(3)
t4l
(5)

22. Arran
Some useful phrases.
Wewouldbeverypleasedifyoucouldvisitourcompany.
Pleaseletusknowyouravailability.
AreyoufreeonMondayafternoon?
Canyousendmea mapplease?
l'veattacheda mapanddirectionstoouroffice.
SeeyouFriday.
I lookforwardto seeingyoutomorrow.
l'veputtogetheranitineraryfortheChinatrip.
I'mtakingthe7:30flightto Paristomorrowmorning.
l'mwritingto confirmmyhotelreservation.
l'msorry| wasn'tfree.
l'vebeendelayedinParis.
He'smissedhisflight.
l'llbeawayfrommyofficeforafewdays.
Itriedto ringyoubackyesterday.
Thenumberwasengaged.
l'llcallagaintomorrow

23. Arrant
tn avisit
Ar inYltetion
Wewereinterestedto hearthatyouwill be in Japanfor theInternationalMotor
Conference,and $tp, 4ii${*:*,*l*M,,,ff ,lliffitffi during your
stayin Tokyo.
Shtft-l|t,f**M,ffi andwe will arrangea tour of our factory.
Wehopeto havetheopportunityof meetingyousoon.
Yourssincerely
Mr TaroSato
DearMrSato
f!x* ycs for tlta ia$ta,th$, ft*,rV,ilSt,W$.r,:Wffi$;I woutdbeveryinterestedin seeingyourfactory,
asI haveheardexceltentreportsonyourlatestproductionlinetechnology.
I wittbeavailabteon 6th Mayif this is convenientforyou.
r&*&ftsd,to$lr *fl on.
Yourssincerety
MsG[oriaDunn
A confirmation
Hi John
&$t,**rttry rls{r$dt!ot! on Friday May 31 at 10 a.m.
lf you come to receptionand askfor me, I will meet you there.
lf you needto contactme, pleasecall me on my mobile (07975639400).
Ssrqym,ffiffi3
Regards
Kevin
Sending directions
DearMissBromtey
I ampleasedyouareableto visit uson 21st.$t*i$ f with directionsto ourkdtftll, in
caseyouneedit. Pteaselet meknowwhenyouhopeto arrive.
Whenyouarriveat the maingate,Securitywitt giveyoua visito/s pass.FdlifiS #iilf#ilffilt*SlffiiHl*
whereI havereserveda carparkspaceforyou.
Loohngforwardto meetingyounextweek.
Regards
JacobLetterman
Ghasing up information
DearMissBromley
l'm justfinalisingarrangementsfor yourvisit.,ffils.lffii **{*;**.$ [
ffidi*$n;
Bestregards
JacobLetterman
Replying to an inuitation

24. Notes
... wewouldheverypleasedif youcouldvisit
ou company...
Othersimilarphrases:
Weareholdinga conferencein Londonand
wouldbeverypleasedif youcouldattend.
Wewouldliketoinviteyoutoanevening
reception.
Thisistheformallanguageof invitation.
Moreinformalwaysto invitepeoplewouldbe:
Pleasejoin usforlunchtomorrow.
Wouldyouliketo visitournewfactory?
Pleaseletusknow youravailability ...
Thisisa formalwayof askingwhenyouare
free.Youcouldalsosay:
Whenwouldbeconvenient?
Areyoufreeon Tuesday?
Thankyoufor theinvitation to visit yourcompany.
Thisis a formalreplyto an invitationfroma
newcontact.Also:
I wasverypleasedtoreceiveyourinvitation.
A moreinformalreplywhenyouknowthe
personwell:
Thanksforinvitingme.
Thanksfor theinvite.
I look fonuard to your confirmation.
Youcanalsosay:
Couldyoupleaseconfirmthis?
Canyouconfirmassoonaspossible?
Justto confirmyour visit to us ...
Thisisaninformalwayof confirmingdetails.
A moreformalwayof sayingthiswouldbe:
I amwritingto confirmdetailsofyourvisitto
ourcompanynextweek.
Seeyou Friday.
Thisisaninformalendingto anemail
confirminga plannedmeeting/visit.A more
formalendingwouldbe:
I lookforwardtomeetingyouonFriday.
I amattachinga map...
Detaileddirectionsareoftensentas
attachments.lf directionsareveryshort,you
couldsay:
LeavethemotorwayatJunction14,turnlefton
totheA37.Ourofficeis onemilealongthis
roadontheleft.
facility
Thisisoftenusedto meanafactoryorthe
placewhere a product is made.
Followtheroadaroundto themainreception...
Otherusefulexpressionsfor giving
directions:
Followthemainroadintotown,andyouwill
findusontheright.
StayonthisroaduntilyoureachtheHotel.
Keepgoingstraight.
Turnleftat thestation.
Gostraightalongthecorridor.
Doyouknow when you are planning to arrive
yet?
Moreinformal:
Anynewsaboutwhenyouplantoarrive?
Moreformal:
Pleaseadviseyourarrivaltime.
British/Ameriean difi elences
British American
Itried to ringyou I triedto callyou
backyesterday. backyesterday.
{Alsousedin British
English.)
Thenunberwas Thelinewasbusy.
engaged.
finatising finalizing
Some difference* in giving
directions
Leavethematorway Leavethefreewayat
atJunction14. exit14.
Onemilealongthis 0nemiledownthis
road. road.
lDownalsousedin
BritishEnglish)
Downthehall.
Keepgaingfor a
block.
Note:metricdistancesarenot usedin the
US.Intownsandcities,distancesare
expressedin blockstthedigtancebetween
two streetsl.
Alongthecorridor
Aostraightfor100
metres.

25. ]nent$
Anangifig an itinerary
Simon
flm. $flffi: &&U.for the Bertinmeeting.Doyouwantto travelwith him?
il*i iffi*;St&s. on Wednesdaymorning,andthere'sa returnflight on
Thursdayeveningat 17:00. 44t . a',@, t Letmeknowif this suits
you.
Hotty
Gonfirming a reserration
DearMs Tourelle i
|l***i,tli*'ffi.cnmffd*ts*'ffimadebyphonethismorning,fortwosing|e
rooms at the HotelSorbonneon May 26,for Ms Scheelenand Mr Moura.
They will arriveat the hotel at about 7 p.m. and they would liketo have dinner at 8 p.m.
Couldyou pleaseemail us a map and directions?
Yourssincerely
JamesEvans
1:e
fif$trei ,'Can you let me know what you think about it?
1{1c,,qffi:*n]ffir{w*i,#sl$,
Tuesday22
llftpa,ftom ffisr at 11:05on fliglrt llll$, arriving Manchester at 11'25
Afternoonvisit to Salfordsite
Overnightstay at Hilton Hotel,Salford
Wednesday23
Plnk up by company car at 08:flt
All day visit to Newcastleon Tyne site
Returnflightto Milandepartingat 17:05on flight 8467,arrivingat 19:20
Allthe best
Michelle
taking a booking
Ghecking trauel arrangements
DearDavid,
$im&L:ffil*r*ftx*kit*tt: . lr. ,,re.pleqser
!t**iffii[*lif*hic1 a ,.ffi,ontomorrow'sflighttoBerlin?
HasFranzorganiseda companycarto collectmefrom theairport?
kt meknow if thereareanyproblems.
Thanks
Jo

26. Notes
I'veputtogetherthefollowingitinerary.
An itineraryisthedetailedtimetableof a visit
ortrip.Otherverbscanbeusedwithitinerary:
Theagenthaschangedtheitinerary.
I'vefixedtheitineraryforourJapantrip.
Weneed to finalise it today.
Youcanalsosay:
We'llfinalisethedetailstoday.
Canwefinalisethescheduletoday?
DeparturefromMilan at ll:(E onflight 8A68,...
Notethefollowingprepositionsof placeand
timewhentalkingaboutarrangements:
TheplanedepartsfromParis4 8:00.
I'mtravellingonFlightKLM646to Osaka.
We'releavingg! midday.
I arrivea'tTerminal3gt l9:00.
Pick-up hy companycar at 8:N)
Topickupisan informalexpressionmeaning
to collect.
An airportpick-upcanbearranged.
l'll pickyouupat thestation.
I'n bookingDon'sflightstoday...
Weoftenusethepresentcontinuoustense
to talkaboutfutureplansandarrangements:
I'mgoingto Parisin themorning.
I'mmeetingtheFinanceDirectorat2p.n.
I'mcatchingtheearlytrain.
TheLufthansaflight leavesLondonat 7;30...
Weoftenusethepresentsimpletenseto talk
abouttimetables:
Thetrainarrivesat l8:00.
TheconferencestartsatI a.m.tomorrow.
Coachesleavetheairporteverythirtyminutes.
ShallI reserueyoaa seaton the sameflights?
Shallisusedin offers,suggestionsand
requestsfor advice.
ShallI finishthereportfor you?
Shallwemeetforlunch?
Whatshallwedoabouttheproblem?
I am writing to confirmthe reservation,...
Otherverbsusedwith reservation:
l'm writingto changemyreservation.
I'mafraidI haveto cancelmyreseruation.
CanI checkmyreservation?
Couldyoucheckoutthefollowingforme
please:
Tocheckoutsomethingis an informalwayof
sayingcheck:
Canyoucheckthefollowingformeplease:
Canyoucheckouttheflighttimes?
Youcanalsocheckoutofa hotel,meaningto
payandleave.
Weneedto checkoutbefore7:00to catchour
flight.
Hastheairline reseruedan aisle seatfor me ...
Otherquestionsyoucanaskto check
arrangements:
Didyoureseruea windowseatforme?
Haveyoure-confirmedmyflight?
Didyoubookaneconomyticket?
ffirruEcel
Bdthh +
departing
at 17:05
abooking/
tobook
travelling
midday
American
I'vefixedthe
itinerary.
single(ticketl
In a hotel:
reception
asingle/
daubleraam
Note;The 24-hourclockie
calledmilitarytimeandis not
gnneralfuus$d!nthe U5.Times
arenstedwith a.m.andp.m.
a reseruation/toreserue
talsousedin BritishEnglish)
traveling
noon
Note:ln AmericanEnglish,
middayindicatesa periodof
time in theeadyafternoon,
from aboutnoonuntil2 p.m.
l've seilmadehe itinerary.
oneway fticketl
frontdesk
Note:hotelsin the USuse
vsrytngterminologybut these
areueual:
a singlea a roornwith one
dsublebed
a daubls* a room with tvvo
doubleb*ds
I QUQEB* a room with one
queoneizsbed
a king* a loom with one
kingeizebed

27. nr0ssa
LiJuan
Thankyouforyourphonecatlthismorning..&l i *!ffi#h*f* *
ffi,'ffito arrangea meeting,butSF !Ef,![f Youcancatlmeattheofficeon
02070017444- bestbefore3:30- oronmvmobite07050234768.
Sue
Passing on a meooago
DearAndreas
JayneEaxt'ercatledtoday. 9trdo bawtd&*d ln thatqhal, eoehe'llmieethe dinnerthia eveninqwith
youand Mr HoLim.Canyu Atvahs ry&gba, *r*?
Canyoualaotetl Mr HoLimthat.ihcru*r *# W*ta *etdr. fa fa,{,Si} ryiththc contract?Wtit*
fi#lthnrtar&f& pbrw at.the hotel?
Linathi
Sandy
Hope you had a good break in ltaly.#* :dMtrl@:*sr
l l*#fiikdt*l*over the weekend - we can then discuss it on Monday.
Bye for now
Stefan
-Original Message-
From:Wall, HelenImailto:Helen.Wall@ie23c.coml
Sent:29 August 17:37
To: StefanRuiz(E-mail)
Subject: ltinerary for Swedish Trip
DearStefan
l'm attachingthedraftitineraryfor Sweden.
Letmeknowif youwantmeto arrangeanyothervisitsfor you.
Helen
iffi*mfu*;;ftmffif*ir,&ik*
It looksfine,butI'll gothroughit carefullythisweekendandwecandiscussit onMonday.
*t6#*!:*Wf,i[#;{iiffilii#iiryi*ffi &:
Sandy
Alr automatic email rcply
*d*fiffil If you needan urgentreply,pteasecontact
EveWheeleron 05904779456.
Leauing"a message
Forwarding a meosage
Ar acknowledgment

28. Notes
l'msorryI wasnTfreeto speak.
Reasonsfor notbeingableto talk:
I wasonanotherline.
I wasin a meeting.
I wasoutoftheoffice.
lwasn'tfreeis informal,meaningI wasbusy.
Areyoufree?meansAreyoudoinganything?
Also:Areyouavailable?
I tried to call youback thisafternoon...
Tocallbackisto returnsomeone'stelephone
call.
Canyoucallbacktomorrow?
I'll askherto callyouback.
I triedtoreturnyourcall.
... thenumherwasengaged.
Thisphrasemeansthesameasthenumber
wasbusy.Otherreasonsfor notbeingableto
reachsomeone:
Therewasnoreply.
I hadthewrongnumber.
I couldnTgetthrough.
She'sbeendelayedin Shanghai...
Someotherreasonsfor notbeingavailable:
She'sbeendelayedattheairport.
He'sbeenheldupin Paris.
He'smissedhisflight.
Canyougive her apologies,please?
Youcouldalsosay:
CanyousendSara'sapologies?
Pleasegiveherapologies.
Canyouapologiseonherbehalf,please?
... therearestill somedetailsto softoat...
Tosottoutisto solvedifficultiesor problems.
There'sbeena misunderstanding;I'lltry and
sortit outbytomorrow.
We'vesortedoutthecomputersystem.
Canhe call her tonight,please?
Someexamplesof othermessagesyoucan
passon:
PleasecallSallytoday.
CanJohnfaxthereporttoFranz?
PleaselethimknowDavidwillbelate.
l've justreceivedthedraftitineraryfor Sweden
fromHelen.Havea lookatit ...
Youcouldalsosay:
Takea lookat theitinerarywhichHelenhas
sent.
I'mforwardinganitineraryfron Helenfor you
tolookat.
Thanksfor this, Stefan.
Toconfirmthatyou havereceivedsomething
youcansenda simpleThankyou.
Youcouldalsosay:
Thanksforsendingtherepoft.
Manythanksforthesalesfigures.
Letb sayl0 a.m.in my office.
Thisis an informalwayof makingan
arrangement.Youcouldalsosay:
Whataboutl0 a.m.inmyoffice?
Canyounake l0 a.m?
Howabout2p.m.tomorrow?
I shallbe away from theoffice until 2 July.
Automatedemailrepliesareusedwhenyou
knowyouwill beoutoftheofficefor a
periodof time.Otherpossibilities:
I willbeonleaveuntil22August.
I willbeawayonbusrnessuntil2 May.
I willbeoutof theofficefromMonday2ndJune
untilMonday9thJune.
ffidllcrsrecc
Britirh Ameriean
Thenumberwas Thelinewasbusy.
engaged.
Therearestillsome Therearestillsome
dstailstosaftaut de{ailstotakeeareof.
thedraftitinerary
apologise
l'lltryandsortit out t'lltryandtakecare
bytomartow. sfit tomorrow
adraftsf theitinerary
apalogize

29. Practice
1 Gomplete the aentences A to D below ueing the words in the box.
*co*finTr attend 22ndJuly pleased stay office
contact queries nextweek invitation single August
ir.
a l'dliketo.qp.fif$..thereservationfora..... . room,on...
b Wewouldbevery ifyoucouldvisitus
duringyour.. .... inToronto.
c Paulisoutofthe... ...thisweek.Please ...... Maria
on3650899ifyouhaveany...
d Thankyouforthe... ... totheconferencein....
Iwillbepleasedto... .
Match the two parts of the sentences used in making
affangoments.
1 Wewouldbeverypleased
2 | lookfonrvard
3 Wewouldliketoinviteyou
4 Couldyoupleaseletmeknow
5 l'vereservedaseatforyou
6 Canyouconfirmmyreservation
7 A companycarwillpickyouup
8 | haveorganiseiltheitinerary
I Youcancall.mpto$orrow
Put these sentenees into the correct order.
a Ourofficeislocatedofpositethebusstation,nexttotheMarlinHotel.
b JusttoconfirmyourvisittousonFriday14that9a.m.
c lfyouneedtocontactmeforanyreason,pleasecallmeonmymobile071186
34521.
LookingforuvardtoseeingyouonFriday.
Bestregards,Francis
Whenyouarrive,askformeatreceptionandIwillmeetyouthere.
a toyourconfirmation.
b ifthisisconvenient?
c onthe9:15flightto Paris.
d fora doubleroomon26thMay?
e ifyoucouldvisitourcompany.
f attheairportat7 p.m.
g foryourChinatrip.
h betweenI and10a.m.
i to aneveningreception.
d
e
f
r b..Jt'..s!.tp.sq$.,."n.y9hy.vis.r!.ts.nr.ql.Fri4ny..lt nt 1.*w. .

30. Complete the sentences with a suitable preposition.
ExIMITE:Wewillpickyouup.by . companycar.
a Gostraight ....the corridor.Herofficeis.... theleft.
b l'llbe..... Madridnextweek.l'llstay.....theModerno.
c Ourdriverwillmeetyou. .. . .Terminal2..... midnight.
d Thereisaflight..... Paristwicea day.
e l'vefixedtheitinerary. . . . .theBraziltrip.
f l'mtravelling.....flightBA248.....Madrid.
Gheck each aentence. ls the preposition in
or not necessary?
ExnilplE:Theywillbearrivingffthehoteltonight.
a EvaGonzalesisarrivingfromMadridtomorrow.
b I didnotknowthatHeidiwasvisitingfaBangkok.
c ErikSharmanisstayingaftheGrandHotel.
d I willcontactfoNeilforhisapprovalofthisbudget.
e TheitineraryisfinalisedfromtheBerlintrip.
f Couldyoupleaseconfirmrnwriting?
g Heisofffromhisdeskatthemoment.
h Theflightleaveson19:00.
italics cofrect, incorrect
Readthe memo and email below then complete the Travel Form.
Write one word, phrase or number in each numbered space 1 to 5.
ffiffirueffitrffiwesga'#*s&
To: JaquesDuval,Finance
From: RobertaBenetto,Marketing
Date: 21stMay
Re: My visitto Beijing- to attendAgentsWorkshop
Canyou lookthroughtheflightdetailsfrom TravelWorldandcompletea
TravelFormfor me,requestingtheflightwhicharrivesearlyin the morning
of the 18th.Couldyou organisepaymenttodayplease,by creditcard?
Thanks Rts

31. AF 202 DepartureLondonHeathrow
ArrivalBeijing
BritishAirways BA148 DepartureLondonHeathrow
ArrivalBeijing
AF 203 DepartureBeijing
ArrivalLondonHeathrow
8A149 DepartureBeijing
ArrivalLondonHeathrow
Canyou confirmwithin 48 hoursplease.
Thanks
Sophie
TravelWorld
17June 11:45
18June 08:15
17June 21:00
18June 17:00
28June 10:25
28June 17:30
28June 13:00
28June 20:00
Travel Form
Traveller Details
Name ..R.o.bgrt*Eg.e!tq
Department
Purposeof Visit
Travel Details
Flight from
Flight to
.....London
DepartureDatdTime .....3
ReturnDatdTime .....28June....
Airline
Cost ..... el 000
MethodofPayment .....5

32. Some usefirl phrases.
Weneedto setupa meeting.
Howaboutnextweeksometime?
WhataboutTuesdayat10a.m.inmyoffice?
Arewe still0KforFriday?
Wecouldhaveaworkinglunch.
CanyouconfirmthemeetingonthelTthinPrague?
Canyougetbacktometoday?
It'sinmydiary.
Canwe rescheduleforMonday?
Canyouletmehaveallagendaitemstodayplease?
We'llneedto circulatetheagenda.
Letmeknowifyouwantto makeanychanges.
We'llneedto rearrangetheprogramme.
l'veattachedtheminutesofthemeeting.
I wasinterestedto readtheactionpoints.
Thankyouforyourcomments.
C,Atr1*t
REsCHtrIilLE
FOT]-MONPAY I
,:,,.1(il
1"1
I
!
:,a

33. u
Eduardo
l Nt i :ffiffi* assoonaspossibleto discussyour newcontract.
Kate
Kate
I leaveforSpainonWednesday,sowe'[[needto meetbeforethen.iltfh$tri* !,1ilH*,*&n*
I pffiuffiiiffinl t? llh g'glldt**rr,rnrltng ktt$.
Canyougetbackto metoday?
Eduardo
DearMr Sato
1:w6tiil#*ffi$l&wld: n::l#i|sr- asyousuggested.eimr.-*:irr,srH**&
i I will be with one of my colleagues,Miss Ashley,our new ProductionManager.
IUq*; $:&wnft*,!${:,**{4@,
Best regards
Ms Sue Winter
Confirming a meeting
Settin a meetin
Marija
6 ;;ls ll${i* lt&ffi;,W4l,m tfu,?,1e*'In,Sonn? It'sin my diarybut I havehadno
informationaboutit. I know therewasa possibility of postponingit.
filh*Mi lffiffi##&ewm.&drn',
Regards
Piers
ft/IsrY!*r#rid*rm
To: all seniormanagers
From: RickLovell,Chief Executive
Date: 20 December
We have a seriousproblem with the packagingof one of our products.
*,lffiiffiffi l with all senior managersat 2 p.m. this afternoonin my
office. ffi#iiffiffi ir*,!&* * , decide the
actionwe needto takeand discusshow to managethe Media.
Pleaseclearyour diariesfor the whole of the afternoon.
RL
Suggesting a meeting
Suggesting a date, time and place

34. II
l
Notes
Weneedto setupameeting...
Tosetupameetingisto arrangeor organisea
meeting.Otherusefulexpressionsfor setting
upa meeting:
I'dliketomeettomorrow.
Weareholdinga meetingat2p.m.
Therewillbea staffmeetingtomorrow.
How ahoutnext week sometime?
Thisis a usefulinformalexpression
for suggestinga meetingwithoutgivinga
specificdayor time.Youcouldalsosay:
Howdoesnextweeklook?
Canyouletmeknowyouravailability
nextweek?(moreformal)
WhatahoutTuesdayat I p.n. ...
Thisis anotherinformalwayof
suggestinga meeting.Also:
HowaboutTuesdayat I p.m?
Moreformalsuggestionsare:
Areyouavailableon Tuesdayat I p.m?
CanyoumanageI p.m.onTuesday?
ls I p.m.on Tuesdayconvenient?
... inthe canteen?
Otherprepositionsto describelocation:
We'llmeetin myoffice.
Theconferenceis at CleveHouse.
We'llneet onplatformtwoatthe
station.
Wecould havea working lunch.
Aworkinglunchiswhenyoucarry
on workingwhileyouareeatinglunch.
I would he very pleasedto visityounext
Tuesday,...
Thisis a formal/politewayof agreeing
to a suggestedmeetingtime.
3p.m. would be fine with me.
Otherinformalexpressionsto show
acceptanceor agreement:
3p.m.is 0Kforme.
3p.m.suitsme.
3p.m.is fine.
I looklorwardto seeingyouagainnextweek.
It is usualto confirm arrangementsat the
end of the message.More informallyyou
can say:
Seeyou next week.
Canyouconfirmthemeetingonthe21stin
Bonn?
This is usefulfor confirmingor checking
arrangements.More informal:
ls nextTuesday'smeetingin Bonn stillon?
Are we still0K for the 2lst?
Weneedto finalisearnngementstoday,
Youcanuseneedtopointoutthe importance
of something.
Weneedto contacthimimnediately.
Youneedto checkthedetailscarefully.
I want to meeturgently...
Topointouttheurgencyof somethinguse
vocabularysuchas:
We'llhaveto do thisimmediately.
Thiswillneedimmediateaction.
Thisis aprioriU.
Thdparposeof themeetingis to hrief youon the
prohlem,...
Tobriefsomeoneisto giveinformationabout
something.
Bririrft/fncrican dilcrormr
B*tlah ::1:.,,[i16fl;6[ '
cantasn ,:'.:. ,gpt6(t@iql "'
;: (alsoueedin British
Engtish)
lft in mydiary. lfs in ny datebooAcabndar.
Note:InAmericanEnglish
a diary@r journallis a
bookin whichyou write
' downthethingsthat
happento you eachday
(alsoin BritishEnglish).
:",rrlffi$'}iigEg-,an''." 'Wa'l!neeton/attr:ack2 at
platrorn 2 at he train station.
the statian.
e

35. Settin a meeti
Time:
*ffi,iiiii
Dearall,
Canyouhavea lookattheagendaforFriday'smeetingandletmeknowassoonaspossible
if youwantto makeanychanges ;ih, iil# ;#Wffi
iffifor anyreason.
MonthlyReviewMeeting- Alrrdr
4 August
10:00
ConferenceRoom2
Sffifitr#I$ffil: SPIMJK BHRA
1 ffiffiWffi
2 ffi}ffi';roding
3 Reviewof 2ndquartersales
4 Salesprojectionsfor nextquarter
5 f,oB
6 S**{;:ngt mq*liog
Thanks
Dan
Ghanging lfre agenda
To: ExecutiveTeam
From: DonWiLtis
Date: 21October
SubjectAgendaitemchange
ffi*tfr*i#r*t tiffi{i{ for this week'ssatesmeeting.AsSharon
Despoiswitl beaway,I:i*lii1*: ia ffi#ik$'{ildlr
Wenowhavea stotto discgssCustomerSeMce.Coutdyoua[[thereforesendyourreportsto Jane
bywednesdav?ffiliwlrdtsi:ffirt{t*lfi*h*fi$$
ilegotiating changes
Emma
YouaskedmetopresentthecostsfortheCP2modelattomorrow'smeeting.Unfortunately,ffi
ffiffii' * today,soI amnotabletoaccessthefigures.kl**; W
EW*ti iWe g?
Martine
Finalising arangemente
Toall departmentalmanagers
Canwe meet in my officetomorrow at 8:30a.m?l*t }ffiffi*
#lffifor the staffinductiondayon Monday?
we areexpectingmorethan 25 new employeessoi#*ffit*,* ilmffi:dffi
ffii
Jim Downs
Setfingf tlre agenda

36. Pleaseletmeknowin advanceif youare
unahletoattend...
I amunabletoattendisaformalwayof
sayingI can'tcome.
lnadvancemeansbeforehand.
Agenda
An agendausuallyshows date,time and
venue as well as all the itemsfor discussion.
Venue:
The venueisthe placewhere the meetingis held.
Participants:
fhe participantsarethepeopleattendingthe
meeting.lt is usualto includethe namesor
initialsof the participants.
Apologies
The first item on the agendais usually
apologiesfrom peoplewho can'tattend.
Minutesol lastmeeting
Theninutesareasummaryofthepoints
discussedand agreedat the meeting.The
chairpersonusuallycirculatesthe minutesof
the last meetingto everyonewho was
present:
l'm attaching the ninutes of the lastmeeting.
Here are the minutesof Friday'smeeting.
AOB
A08standsforanyotherbusrness,Thisis
alwaysthe lastitemontheagendato
discussanyotherissues.
Dateol nert meeting
Notehowthe articlethecanbe leftoutwhen
writingin noteform:
(The)Minutesof (the)lastmeeting.
(The)Salesprojectionsfor (the)nextquafter.
Pleasenotethechangeto item2 on flteagenda...
An agendafor a meetinghasitems(subjects)
whicharediscussed.
Pleasenoteis a formalwayto pointout
changes.Youcouldalsosay:
Pleasenotethatitem2 ontheagendahas
nowchanged.
... I havemovedthelnternationalStrategies
papertonert week.
ltemson the agendacanbemoved.Other
verbsto usewithagendaare:
Pleaseadviseif youwanttomakeany
amendmentsto theagenda.
Thereis a changetoitem3 ontheagenda.
Couldyoudtaft anagendaforFridaybmeeting?
Shewill circulatetheseto eyeryoneprior to the
meeting.
Tocirculatepapersisto passpapersaround
to everyone.
Priortolsa formalexpressionlor before.
... out compatetslstemis down ...
Tobedownis anexpressionwhichmeans
notworkingwhenusedfor computers.
ls it possihleto put thison theagendafor
Monday'smeeting?
Youcouldalsosay:
ls thereanychanceofputtingthisonthe
agendafor Monday'smeeting?
Wouldit bepossiblefo dr.scussthisat Monday's
meeting?
l'd like to run through thefinal anangements...
Torunthroughsomethingisto lookatthe
detailsto makesureyouarefamiliarwith
everything.Youcouldalsosay:
Let'sgothroughallthefinalarrangements.
Letbgooverthefinalarrangementsfortomorrow.
... we needto ensurethateverythingruns
smoothly.
Torunsmoothlyisto workwithoutanyproblems.
vgnug
Apalagles
A08:
fum
etaffinductlan
dry.
pfosentarabse*t' '
:
OtherNnfinishedhusiness
tupic
newenptow, orienationday
' r.,. :r:,l:: :i..' .i;r'!ri:'ri,rtilt,iitt'.;';1':::;',1.:,

37. frAqm[ingfoIla,yy-r.lp
tinutes of a teeting
Minutesof MarketingManagersMeeting
Friday6thApril
ConferenceRoomC
Present: Don Room (Chair),Yu Liang,Martina Lenka,John Dawes,DorisGonzalez,Jo Dent
Aoologies: JamieJohns
i$trlf Completion Date
1
Salesup by 25 per cent.
ito DR. YUMUDG ongoing
2 Marketing Activity
(i) Tripto CzechRepublicMay 13-19.
S{f&CIto team - 24th May 10a.m. Room C1. ML 24th May
(ii) New brochurereadyfor distributionon 8th April. JJ 8th April
3 Targets
Targetfor next quarter- aim for 30 per cent increasein sales.
gfuk# ir&rvf,srr wi0r kF to publicise success. DR end April
4 AOB
Congratulationsto marketingteam on excellentperformancethis quarter.
Next Meeting:13thApril 11a.m. ConferenceRoom C
Suggested amendments
DearDon
&ruiffiffiffi,if**!ffiffiffi** andrealisedthatI'[ beoutofthecountryagainonthe24th.
formybriefingto theteam.i*ffi k
if thisdatesuitsyou?
Sorryaboutthis.
Martina
Gomments
HI
Don,
Sorrylcou|dn,tmaketoday'smeeting.ffi(item2ii);|,vejustheardfromthe
printersthattherehasbeena problemwiththe machine,sowe'reexpectinga delayof about
threedays. Theywill stillbe readyin time for Martina'strip.fifr****?tffiffitheylookgreat!
i*fornextquartertoo'We,||haveabusyfewweeks!
Jamie
Tfranks
Don
ourperformancethisquarter.ffiffi
Everyonehasworkedveryhard.sffiffi! ffiiffi
duringthepastfewweeks.
Liang

38. I
I
Not
Actionhy
Theminutesusuallynamethepersonwho
will carryouttheactionsdiscussed.A
completiondate(datebywhichsomething
mustbedone)is alsousuallygiven.
Beview of last quarter'spertormance
Thisis lookingbackatthecompany's
activitiesduringthe pastthreemonths.
Notealso:
Previewofnextquarterislookingforwardat
whatwill happenoverthenextthree
months.
All teamsto provideweekly report...
Writingin noteform (leavingoutverbs,
articles,etc.)iscommonin minutes.
Brochuretobereadyby$thApril.
CongratuIationsto marketingteam.
Press0fficerto contactlocalnedia.
Briefing...
Thisisa meetingatwhichinformationor
instructionsaregiven.
Therewillbea briefingmeetingat2p.m.
Couldallnanagerspleaseattendtheteam
briefingthisafternoon?
Scheduleinterviewswith Press...
Toscheduleistoarrangea date.
PleaseschedulethemeetingforFriday.
Canyouscheduletheinteruiewsfornextweek?
l've justlookedat the minutes...
Justisa usefulwayto starta memoor
email.Seealso;
l've justreadyourreport.
I've justseenthelatestfigures.
We'll needto reafiangea date...
Youcouldalsosay:
Canwe seta newdate?
Canwerearrangethebriefingfornext
Monday?
I suggestthe2ndJune.
This is a formal way of making a suggestion.
More informally,you could say:
Whatabout2ndJune?
Letbchangeitto2ndJune.
Canyoupleasesendoutanamendmentto
everyone,...
Anamendmentisa change.
Be.thenewhrochures...
Fe.meanswithreferencefoandisshortfor
regarding.(Seealsotheappendixonpage95
for common abbreviations.)
Bytheway,...
Herebytheurayisusedto givefurther
information.lt can also be usedto introduce
a new stubject:
Thefiguresareveryimpressive.Bytheway,
whenis th'enextprojectmeeting?
I wasinterestedto seeournew salestarget...
Notealso:
It wasinterestingto seeournew sales
target...
I understandfromtheminutesthatwehave
a newsalestarget...
Thankslor your commenbon ...
Moreformally:
I appreciateyourcommentson...
I amverygratefulfor yourcommentson...
I've passedon your congrutulationsto theteam.
Topasssomethingon meansto givesomeone
a messageor informationfromsomeone
else.
l'll passonyourthanks.
Couldyou passonthemessagetohimplease?
Thankyoafor all your support...
Supportmeanshelp.Forexample:
Yoursupportisgreatlyappreciated.
Thankyouforsupportingme.

39. Practice
1 Ghoose a word from the box to complete each sentence.
available manage availability suits suit
-W
ExlMpr^E:Whichis..b.eSt . .foryou,the14th,1Sthor16thFebruary?
a Canyouletmeknowyour.. .nextweek?
b Canyou.. .2p.m.tomorrow?
c WouldlfthJanuary .. .you?
d Whenareyou .........?
e That . .. me.
2 Select an appropriate phrase to begin each sentence.
We'llneedto Canyouconfirm Thankyoufor Canyoupasson
l+m-lee*+ng{onliaidPleaseletmeknow Whatabout Iwouldbeverypleased
ExlMpTE:.l atu,,r.lppking.fgrwar4. .tomeetingyouonFriday.
1 ... ..circulatethemeetingnotes.
2 .. . .. allyourhelpduringtheproject.
3 .. ...mycongratulationstoeveryone?
4 . .. .'.thedateofthemeeting?
5 ... .....i .. ifyouwanttomakeanychanges.
6 ... ..r... ..tovisityounextweek.
7 .. . .. meetingforlunchtomorrow?
Mateh the words with the correct definition.
I
2
3
4 agenda
Tosendinformationtoanumberofpeople.
Theplacewhereaneventtakesplace.
Togivesomeonetheinformationtheyneedtodotheirwork.
Aspecifiedtimeduringthemeetingwhenaspecific
subjectcanbediscussed.
Oneofthesubjectstobediscussedatameeting.
Anofficialwrittenrecordofwhatissaidatameeting.
Someonewhotakespartinameetingorconference.
A listofthesubjectstobediscussedatameeting.
5 participant
6 venue
7 circulate
I slot
iv
v
vi
vii
viii
to brief1 i
item ii
minutes iii

40. I
I
:
I
4 Complete the puzzle below and find the keyword.
1
2
3
4
5
6
7
I
I
10
11
12
CanI haveacopyofthe oge44. ... beforethemeeting?
f'mafraidhe'snoto.... ...onMonday.
HowmanyP.... ...wereattheconferdnce?
IthinkI'mfree.l'lllookinmy4
I can'tmakeMonday'smeetingnow.We'llhaveto Y
We'llneedto makesomer't .totheminutesbeforeI sendthemout.
Canyoub.... ...meontheAmericanmarket?
Canyoutakethet41... .... oftoday'smeeting,John?
Sarahcan'tbeheretoday-shesendsher at
There'sbeenachangetothefirstt..... .. ontheagenda.
Sandy,canyouc.... ...themeetingnotestoeverybodyplease?
Paul,canyougiveusaquicks.... ... ofprogresssofar?
KEYWORD= ar.
Use the note and diary page below to write a short email to all staff in
the Marketing Department. Write about thirty word$, using the
language and notes in the unit to help you.
ll||essage
For: Piewe From: Hatrrk Date: FviafatY lOfh |taty
Piew€,
Carr yore agarrise at rraeetirtg with all ltarvlretrtg star$P' auzt emaril everyorte lo fell theu'r |he Aefails?
o Dafe - TrresaarY l4*h uarY
o -ripre - look art ury aiatny *- $te besf Hyqe - well eezt Z hot^rs
a €hbiect - to aisct^ss otrv hew bvochqve
o Vehe - corr€etece roor'^
Thaks - See yotr whert I gel barcc Ptor"r fir rsfevataur'

41. 6 Gomplete the sentences with a suitable preposition.
ExIMITE:Canyouputthis..qh... theagendaplease?
a Therewillbea HealthandSafetymeeting . PieterGodoy'soffice.......3:15
tomorrow.
b ThenextSeniorManagementteammeetingwillbe . 10:00a.m... . .. . .
WednesdayMay18.
c Allagendaitems. themeeting . Monday26shouldreachme
Thursday22.
d I wantto meet allDepartmentHeads .thePortValeSitetomorrow. . .
8:00a.m.
e Pleaseletmeknow. advanceifyouwantto makeanychanges.
f I wouldliketo briefyouall .thelatestsituation . Germany.

42. En lrtes
Some useful phraees.
Wearelookingfora newsupplier.
Weareveryinterestedinyournewrangeofproducts.
Pleasesendusa currentpricelist.
Thankyouforyourinterestinourproducts.
I haveattacheda copyofourlatestcompanybrochure.
I willsendyoua copyofournewcatalogue.
Youwillfindfurtherinformationonourwebsite.
Pleasehavea lookatourwebsite.
Wearehavingproblemswiththenewmachine.
Whatwouldyouadviseusto do?
Whowouldyourecommend?
Sorryto hearaboutyourproblems.
HaveyouthoughtaboutcontactingEFPC?
I canstronglyrecommendthem.
It'saveryreliablecompany.
YoucouldalsocontactUniversalTools.
e

43. Messaesl
A gendral enquiry
We are lookingfor a new supplierof healthcareproductsand your company has been
recommendedto us.!!W.W@!* *#b ,togetherwith informationon
delivery times and costs.We would be grateful if you could include ..[1ffiqe
Best regards
PauloSambucco
A furtlrer request
:ffi;tl*it*. . to my enquiry.Yourcataloguearrivedyesterday.
Wouldit be possiblefor oneof your representativesto visit us?il ,ffiFffi.i*
ffi;F#lltffitbut therearea numberof thingswhichwe wouldliketo discuss
face-to-face.
Bestregards
PauloSambucco
A reply
Thankyoufor requestingavisit fromoneofour representatives.EvaGaveaux,ourseniorsales
managerwill bein Italy duringthelasttwo weeksof May.Wnil&ii$il*Srhil*ffidrm,
tc,ffiiffi1lf not,perhapsyoucouldsuggestsomealternatives.
Looking forwardto hearingfrom you.
FrancescaMaurois
A reply
DearMr Sambucco
Tt*[H]S0eiftrl}.surh*$s*,klcrw &sn iffiil,i&ffiffi$#*,&,m,byour
colleaguesin Sweden.We offer a wide rangeof products,all basedon natural materialsand
w* bdcffirM buyfng*'!smfr&{NFwg*ffieit*
Yourylll,r{i$d,Iilrth*rln&rm@ Qa,$ryr,w&&.Pleaseemailmeyourpostaladdressand
lly8l.,r*nili,Ws,*gs#'.rtsxrw*rleggWe havelocalrepresentativesandI wouldbe
happy to arrangea visit.
I look forward to hearing from you.
Yours sincerely
FrancescaMaurois
A coYer note
Withcompliments
fls vequestea, Please let y,re
Ichowi* you reqtaire arty *uvthev ih*ovqrrtio.
RegavAs
Fvarrtcescarftarurois

44. Notes
Pleasesendmea currentprice list,...
Somecommonphrasesfor requesting
information:
Canyou(please)sendusinformationabout...
Couldyou(please)senda listofyourproducts...
Canyoulet ushavemoredetails.
... somesamples.
Samplesareexamplesof products.
Thankyou for your interestin our products.
Otherresponsesto anenquiryor request:
Thankyouforrequestinginformationabout...
Thankyouforyourenquiryabout...
Thankyouforenquiringabout...
Youremail wasforwardedto me ...
Toforward(Iormal)meanstosendonot pass
on.Usefulexpressions:
I will passonyourmessage.
Yourletterwas sentontome.
Pleaseforwardthismessageto theappropriate
depaftment(tormal)
... we helievein huyinglrom Fairtrade
organisations.
Notethe useof the-ing form aftertobelieve
in, insiston,beinterestedin,to begoodat.
Examples:
Weinsistonbuyingfromlocalproducers.
Weareveryinterestedin doingbusinesswith
yourcompany.
Thecompanyisgoodat dealingwithproblems.
Fairtrade organisations areorganisations
whichliterally'tradefairly'by doing
businessdirectlywiththeproducersof
goods,especiallyfromdevelopingcountries.
Youwill find further inlormation on ou wehsite.
Otherphrasesfor referringto theweb:
Moredetailsareavailableonthewebsite.
Youcanfindoutmorebyloggingonto our
website.
Ourwebsiteaddressis wruw.zp.net.wld
Visitourwebsiteat ...
... I will sendyoua copyof ournew catalogue.
Respondingto a request:
l'll sendyouourbrochure.
l'llmakesureyoureceiveourcatalogue.
l'll postit today.
Manythanksforyourpromptresponse...
Alternatives:
Manythanksforyourquickresponse.
Thanksforgettingbackto mesoquickly.
Weare very interestedin orderingfromyou...
Noteagainthe useof -ingalterinterestedin.
WouldMay24thhe a suitahletime to visityou?
Somealternatives:
DoesThursdaysuityou?
Whatis the besttimeforyou?
WouldMay24thbe0K?(informal)
... I enclosea copyol our latestcompany
hrochure.
Someusefulphrasesfor covernotes:
I haveenclosedthereport.
Thereportis enclosed.
Herewiththeinformationyourequested.
Bririrh/laoricaa frwccr
Britirh American
postaladdress mailingaddress
enquiry/inquiryNote;enquiry/inqaryexists
inAmsricanEnglishbutis
notoftenused.
catalogue catalog
A conpliments Note:thisexpressionis not
stip ueedinAmericanEnglish;
omployeeeofrenhave
memopadsprintedwith
theirnamestFromthedesk
ofJaneDoe)to usefor
shonnotes.
I'll postittoday. l'll'wailittuday.
Vfsudfl4thMay WsutdMay24thbe0K?
be0K? (PronouncedMaytwenty-
(Pronounced fourthl
th€twenty-fourth
of May)
DoesThursday IsThursday0Kwiilryou?
suity.w,? {alsousodin BritishEnglish}

45. AAesEa
DearBill
Wearehavingproblemswith thenewmachinethatyou installedfor usin theNewYear.Every
time werun themachinefor morethanfour hoursit overheats.Our engineershavefollowedall the
instructionsin themanualbut thereis no improvement.ffil*i*SffiffiW
Bgr:tftr,;l$ffii:doyou knowwherecanweobtainpartsfor our DCI equipment?Ourhandbook
doesn'tlist localsuppliers.Ait'WrW,
Manythanks
Lee
Aduice and rocornmendations
Sorry to hearabout your problems.l'd liketo send one of our engineersto your factory
beforeofferingany advice.He should be with you by 10a.m.tomorrow. In the meantime,ffi
brqr'*Ct,$lt$*l$iil::ii .diil
Asfortheparts-:ffie$fi* Wehaveusedthema lotandl can
stronglyrecommendthem.Theirdeliverytimesaregoodandtheyareveryreliable.Also
yariwf*! li U - their numberis 604934.
Bestregards
Bitl
A request for informafon
trl
Ihavevisitedyourwebsitewww.eng|ish4.co.ukandtll$*il ffit$l f#ffiffill#iiffiffiffi*,ffi
i aboutyourcourses.IwouldliketoattendageneralbusinessEngliihiouisesiartinginFebruary.
lfyoudonotoffera suitablecourseatthistime,pleaserecommendanalternative.I studiedEnglishforfive
yearsatschoolandthreeyearsatuniversity.
Bestwishes
JoseSanchez
Forwarding a requcst
Dear.lose
iiffiiffii ; ji. 5* ,' iit*tf$fii:$general businessEnglish
gdq!i*t.in February.I haveforwardedyourenquiryto FiltonCollegewhichrunscourses
throughouttheyear.
Bestregards
MilrisaLerte
Prouiding details
E
Dear Jose
ti$ffi#1f$#* I have attached a copy of our brochure ffi ft{*d
,&ffi*e*t*,l*tlfrtW, Pleasecontactme if you haveany questions.
Regards
Vera Baxter
Specilic enquiries

46. Notes
Whatwouldyouadviseustodo?
Alternatives:
Whatis youradvice?
Canyouadviseus?
Doyouhaveanyadvice?
Notethespelling:verb-s; noun-c.
Also:practiselvl; practice(nl.
Youwill alsoseeadviseusedto meantell,let
usknowinform.Examplesare:
Pleaseadviseuswhenyouarrive.
l'll adviseyouassoonasI know.
By theway,...
Thisisa usefulinformalphrasefor
introducinga newtopic.
Bytheway,I willbevisitingDCInextweek.
Are there any thatyou can recommend?
Otherusesof recommend:
Whowouldyourecommend?
I canstronglyrecommendGudul.
Theyarehighlyreconmended.
Myrecommendationis ...
Werecommendusing...
... itb hestnotto startthemachineagainuntil
he arrives.
Youcouldalsowrite:
(Please)dont staftthemachineuntilhearrives.
Wedon'trecommendstartingthemachineuntil
theengineerarrives.
... haveyouconsideredcontactingGudul?
Usethe -ingtormafterconsider:
WeconsideredbuyingfromRoxo.
Wehaveconsideredusingthem.
... youcould contactUnivercalTools...
Otherwaysto makesuggestions:
Whydon'tyoutry UniversalTools.
WhatabouttryingUniversalTools?
I suggestcontacting...
... I would begnteful if youcould sendme
further inlormation ...
Thisisa politephrasefor makingrequests.
Also:P/easesendme...
Couldyoupleasesendme...
Thankyouforyourenquiry.
Otherphrases:Thankyouforcontactingus.
Thankyouforyourinterestinourcompany.
I'n afraidwedonotrunany(...1counses
Youcan usel'mafraidasan alternativeto
unfortunatelyandI'msorry:
I'msorrybutwedon'trunanycourses.
Unfortunatelywedon'trunanycourses.
Withreferenceto yourenquiry,...
TheformalphraseWithreferencetois
sometimesshortenedto 8e,and Withref.to
in lessformalcontexts:
Re.youremail.
Withref.to yourenquiry.
However,it is morefriendlyto saysimply:
Thankyouforyourenquiry.
Youcan seelurther detailsol our schoolby
going to our wehsite.
It is helpfulto providesourcesof further
information:
0ur websitehasfurtherdetails.
Pleasereferto ourbrochureforfurther
information.
Letmeknowif youneedfurtherdetails.
Brilish/Anruican dlftrurenr
British American
lf youdonot If youdonot offet an
offera suitable appropriateprogrcm.
course.
lstudied... at Note:$cfoolin American
school. Englishrefersto all levelsof
edueation.Wharsdidyougo
ta schoal?generallyrefers
to tho.highest16€lyo.u
complated,usuallycollege
or university.Americans
saycollega,evenif the
instituti.ontheyattendis a
university.
practise practice
(notusedin {forbothverbandnoun}
American
English)
,

47. Practice
Gomplete the sentences with a preposition.
ExIMILE:Manythankr.fp:t yourpromptreply.
a lhaveputsomeinformation.....thepost.
b Webelieve. .... buyingfromlocalsuppliers.
c Wearelooking.....anewsupplier.
d I haveforwardedyourenquiry.....BMES.
e Wherecanwebuyspareparts... ..ourmachinery?
f I aminterested... ..yournewrangeoffurniture.
g ..... reference.....yourenquiryI haveattachedourlatestbrochure.
Write the correct form of the verb with , -ing or infinitive with
to, in these sentencea.
EglutprE:Weinsiston._b.qyjy,j.. ..(buy)fromlocalproducers.
a Sorry (hear)aboutallyourproblems.
b lt'sbestnot (start)theprocessuntileveryoneisready.
c MrRoulinsexpects (be)inBostonnextweek.
d Sheplans. .. .. .(arrive)earlyintheevening.
e Ourstaffaregoodat (solve)problems.
f Weareinterestedin. .... .{buy}fromFairtadeorganisations.
g Werecommend (use)Gudul.
h Thankyoufor (get)backtomesoquickly.
i Youcanfindfurtherdetailsby. .. . . .{go}toourwebsite.
Write these $entences in another way. Refer back to the
messagesin this unit.
ExlMpTE:Youwillfindfurtherinformationonourwebsite.
For further information,.:tgf gr .t9. .o.h'r.Wgb Si-fg
a I havepostedyousomeinformation.
Someinformationisin ...
b I haveattachedthereport.
Thereportis
c Whatwouldyouadvise?
Whatis ..........?

48. d EDRisstronglyrecommendedbyourcompany.
Ourcompanystrongly
e Youcouldtryclosingthesystemdownfirst.
Whatabout ........?
f l'mafraidwedonotarrangedelivery.
l'm... .wedonotarrangedelivery
4 Which sentence in eaeh pair is the more informal? Tick / the correct
sentence.
a i Furthertoourdiscussionthismorning,yourpaymentwillarriveattheendoftheweek.
iiAslsaidearlier,we'regoingtopayyouattheendof theweek.
i Pleasefindattacheda copyofourhandbook.
ii l'veattacheda copyofourhandbook.
i I havepleasureinadvisingyouthatweshallhavea standattheexhibition.
ii l'mpleasedto saythatwe aregoingto havea standattheexhibition.
i Pleasecontactmeifthereareanyotherproblems.
ii Pleasedonothesitateto contactmeifthereareanyotherproblems.
i I amwritingto adviseyouthatourrepresentativewillvisityounextmonth.
ii Justto letyouknowthatourrepresentativewillvisityounextmonth.
i I havebeenconsideringtheInkoofferandbelievethatweshouldacceptit.
ii I thinkweshouldaccepttheInkooffer.
i PleasesendmethereportonFairtrade.
ii I wouldbegratefulifyoucouldsendmethereportonFairtrade.
tr
a
tr
T
tr
tr
tr
tr
T
tr
tr
tr
T
tr
Match the two
1 l'dliketo know
2 Wearehavingproblems
3 Wecanrecommend
4 Wearelooking
5 l'llsendyou
6 Pleaserefer
7 Wewouldliketoarrange
8 Wewouldbegratefulif
9 | couldn'tfindtheinformation
patts of the sentencos used in making enquiries.
a somemoreinformationaboutourproducts.
b toourbrochure.
c arranginga suitabledeliverydate.
d youcouldsendusmoreinformation.
e wherewe canbuyspareparts.
f a supplierinLondon.
g onyourwebsite.
h fora newsupplier.
i avisit.

49. 6 Order thc sentences into a response to an enquiry.
Enquiry I
a I haveattachedacopyofourlatestcatalogue.
b Thankyouforyourenquiry
c Forthemostup-to-datepricesandoffers,
d Asrequested,
e lt containsalltheinformationyouneed
f concerningpricesandtermsofdelivery.
g I lookforwardtohearingfromyousoon.
h visitourwebsiteatwww.efpc.co.uk.
Enquiry 2
a pleasecontactMrJanJuoma.
b Youaskedaboutournewrangeofequipment
c lfyouareinterestedinademonstration,
d Thankyouforyourinterestinourcompany.
e andI encloseourbrochure.
f I lookforwardtohearingfromyou.
g Hisemailaddressis:j.juoma@dry.foo.net.
a Haveyouconsidered... .Johnaboutit?
b l'dbeinterestedinyour... :. .
c Whatisyour .........?
d Thankyouforyour. .
e Weneedtofindamore . .supplier.
f Findoutmoreby.... ..... ontoourwebsite.
g lhave ...acopyofourbrochure.
h Yourmessagewas.. .tous.
T
U
T
T
tr
T
tr
tr
T
T
I
m
tr
T
tr
7 Gomplete the sentences with a form of the word in brackets.
(contact)
(recommend)
(advisel
(enquirel
(rely)
(log)
(attach)
(forward)

50. I G}*x#*,rp,,*,Ffr1fq*with ms
Some useful phraees.
Wewouldliketo ordersomeitemsfromyourcatalogue.
Couldyoupleasesendusa quote?
Pleaseconfirmthattheitemsareinstock.
Yourtermsandconditionsstatea deliverytimeoffourweeks.
Thankyouforyourorder.
I confirmthatalltheitemsyouorderedareinstock.
Wewilldeliverthemwithinoneweek.
Thereisnoadditionalchargeforspecialdelivery.
Yourusualdiscountapplies.
l'msorrythatwecannotmeettheagreedschedule.
0ursuppliersarehavingsomeproblems.
I wasverysurprisedto receiveyourmessage.
Youpromisedusthattheschedulewasguaranteed.
Thisisveryinconvenient.
Wehavestillnotreceivedourorder.
Couldyouletusknowwhatishappening?
f*"''llh.
f NO' THERg'5 l,-)
r.,lor*pprrrosnu)
I cun<oe eorz
lseectr.rl DcLrvaRt
/-r--Y#

51. Bequeedlq a quote
trl
DearRona
qe effi whichwill arriveon24 July.ffi
-ffi
- assemblyof newfurniture(seeattachedlist)
- disposalofall packaging
I estimatethatthiswill benomorethana day'sworkfor twopeople.
With thanks
Karim
Placing a first order
trl
DearSir
tlt xradd ||1. to plecom ordr urtthyrxrfor the itemslistedon page2 of your catalogue.
Pleaseconfirmassoonaspossiblethattheseareall in stock.
ltrur,brnr::lEdeondldom rftm. fllwy,|hCaffi*:{di**W.&.t*in ll*lii|
dkpttch l0orf. t - 3 wttl*r tm rit *r aswe needthem urgently?lf there isiffi,ffifflf
cnerge.pleaselet us know.
Yoursfaithfully
JeromeGilbert(Purchasingassistant)
A reply
DearMr Gilbert
Thank youfor your order. ii*M fiffi {dud crf b shct and
that wewill deliverthe.itemsyithin two weeks.Therewill benoexha chargefor delivery.
With bestregards
BradAskew
Sale Manager
Placing a Fpeat order
trl
Zhou
How areyou? We're pleasedto saythat salesof the Alio range have beenvery good and
a for the following:
Alio 3207=*ffi
Alio 3215=2000pcs
l'malsointerestedinordering3000itemsfromtheAliarangewhichareinffi*ffiffi
frt*Slmi inearlylulyandffiHq:
ffi
Bestregards
Alima
itrl

52. Notes
Wehayerecentlyorderedsomenewoffice
luniture...
A more formal phrasefor startingthis
message:
Withreferencetoourrecentorderfornew
officefurniture...
Couldyoupleasequotefor:
A quoteisanestimate.Askingforestimates
of cost:
Couldyougiveusapricefor...
Howmuchisit goingtocost?
Pleaseletmehaveawrittenquote.
removalof existingfuniture
Notethatitemslistedin a quotationare
usuallywrittenin noteform.Articlesfthe,
a/an)areleftout.
We would like to place an order with you .. .
Toplaceanordermeansto order.Other
verbsusedwith the nounorder:
Tochangeanorder,cancelanorder,confirman
order,to orderagain,tore-order
Yourtermsand conditions statea delivery time
of four weeks.
Termsandconditionsincludeprice,methodof
payment,deliverytimesetc.
Wouldit be possibleto dispatchitems| - 3
within two weeks...
Todispatchis a formaltermfor tosend.
Wewilldispatchyourorderonreceiptof
payment.(formal)
Wewillsendyourorderas soonaswereceive
payment.(informal)
... an additionalcharge...
Anadditionalchargeisan extracharge.
Otherexpressionsrelatingto charges:
Thereis no charge.
At noextracost.
Freeof charge.
Itbincludedin theprice.
A fixedcharge.(Thepriceis alwaysthe
same.)
I cancorrtirmthatall theitensyouorderedare
in stock...
ln stockmeansthatthe itemsorderedare
availableandreadyto sendout.
Theoppositeis:outof stock
Thechairsyouorderedarecurrentlyoutof
stock.Weshouldhavesomenextweek.
... we'd likea rcpeatorder...
Thismeansthattheorderis exactlythe
sameasthepreviousorder.
4 ilMpcs
Pcsis an abbreviationfor pieces.
/Seepage00for moreabbreviations)
... yoar lateil catalogue.
Thisis the mostrecent,themostup-to-date
catalogue.
Couldyougive us a lirm delivery date...
Fftmmeansdefinite,fixed.
Deliverydateiswhengoodsshouldarrive.
Thedateof dispatchisthe daythe goods
leavethesupplier.
Deliverytimeisthe lengthof time between
receivingtheorderandsendingthegoods.
Totakedeliveryofisto receivethe goods.
(Couldlou) coilirm that our usual discount
would apply?
Youcanalsosay:
Pleaseconfirmthatwe wouldreceiveourusual
discount.
A discountis a reducedprice:
Whatkindof discountcanyouoffer?
Ourusualdiscountis l5 percent.
:: : l'1:r:l:-r:
ffidlficnnc=er
Brftbh Anrrlcan
quote quffiio{@iflnta
lestimateis alsousedin
ishEnglish)
Yourcfai$fulty Yaurstu$/sinicerety
TodispatcV Toshif,sendout
despatrlr {elsous€dJnBdtishEngtish)

53. with roblems1
Prtoblems wiilr a schedule
EI
DearMr Bassos
,limr*m$,:l&k3ry ffir*r$**ild if, :Our usua|supp|ier is
experiencingdifficultiesand haswarned us that there is a five-weekwaiting list for delivery
of materials.l'm afraidffi*;flldtcfulfibdtind:*rttdtle if we cannot find an alternativesupplier.
Yours
BrendaHind
A roply
DearMs Hind
tr,{ffii*w$ iiln* i*.i$,wplfoe}oa n€sssge. Yourmmd s,#Hdi.,&k,,*dt*diil*.ln*'g t:
and therewould beno problemskeepingto it. Pleasetry to find an alternativesupplierof
materialssothat that therewill beno delavs.
Yours truly,
Dmitri Bassos
DearMsHirst
gs#W,l-:i$h. ma*"d*lMl|ififfitllitwHfrf of CDcases.
@r#nk,#fiilffikffi We
havecustomerswaitingforthegoodssoffi'lr*Wlforus.
'ffi*[gFm*$;#*ffiCou|dyouJetusknowwhenwecanexpectthem
to arrive.
Yours
EliotBanks
A reply
Dear Mr Banks
il.*$@ # Fqf:ynnM*i with our delivery:dluf.@;We havesenta
replacementorderto youfty,iffiffiirIt shouldbewith you beforel0 a.m.tomorrow morning.
The samecourierwill takeawaythedamagedboxes.
It is no excuse,but Offi,. r i**is*,ffiry.last week.Pleaseacceptour apologies
that rngtq{s,llt*llt}.ffiIM
Bestregards
JanHirst
Damaged goods

54. Notes
I'm sorry to saythat we may notbe able to meet
theagreedschedule.
Notethe useof sorryhere:
I'm/lwassorrytohearaboutit.
I'msorryfthat)wecannotmeettheschedule.
l'msorrytotell/informyouthat...
fnthe sentencetomeettheagreedschedule,
to meetmeanstokeepto.
... we will lall hehindschedule...
Otherexpressions:
Wewillbe late.
Wewill missthedeadline.
Thegoodswillbedelayed.
I was very surprisedto receiveyour message.
Noticehow,forthesakeof keepinggood
relationswiththesupplieratthisstage,the
writerusessurprisedratherthanannoyedor
angry.
Youassuredus thatthis schedulewas
guaranteed...
Otherphases:
Youguaranteedtheschedule.
Yougaveusyourwordthatyouwouldkeepto
theschedule.
Youpromisedusthatyoucouldmeetthe
schedule.
0n Friday lSth March we took delivery ol a
consignment...
Notethatwe takedeliveryof goods.
Whenthegoodsarrivewe canslgnforthem.
0n unpackingthe hoxes,we found...
0n unpackingtheboxesmeansassoonas/
whenwe unpackedthe boxes.
0n openingtheboxes,wesaw...
0n readingtheinstructions,I noticed...
... thatmanyof the caseswere damaged.
Somecommoncomplaints!
Thegoodsarrivedlate.
Thegoodsweresentto thewrongaddress.
... thisis extremelyinconvenient...
Otherphrases:
It wasveryinconvenient.
It hascausedusa lotofinconvenience.
Thisis a greatinconveniencefor us.
Weurgently needreplacements.
Otherrequests:
Weneedthemimnediately.
Wewouldlikea refund.
Wewantourmoneyback.
I am verysorryto hear thatyouhadprohlems...
Thewriterapologisesandputsthingsright.
I'mverysorryaboutthis.
I'msorry,it wasmyfault.
I will sortit outimmediately.
(ref. F035il
Bef.is shorttor reference(number)
Seeotherabbreviationson page95.
... hycouriet
Bycouriermeansthatthegoodswill besent
quicklyby anexpressdeliverycompany.
Byexpressmeansby expressdelivery.
Byreturnmeanssentimmediatelyafter
receiptof a letter/order.
... ourregularpacker wason holiday...
Otherpossiblereasonswhytheproblem
happened:
Thecomputersystemwasdown.
Therewasa firein thebuilding.
Wehavehada staffshoftage.
A lotofstaffhavebeenoff sick.
... ourseruicewas helow our usualstandard.
Belowourusualstandardmeansnot asgood
asusual/notupto our usualstandard.
Briti#Amr*m ffolw
Br*tirh Arrprican
theagreedschedule theschedulawe
agreedon
anholiday onvacation
apologise ryologize

55. Dealinwith
Reply
el
Dear Mr Dennis
W$:iu*Wff,fi&x*i.rd$r:lk;ktnf:*i*f$ffi you havegivenusthis year.Your serviceengi
neverarrivewithin thepromised24hoursand{Eiffit@:trffifi1*ffi,9i* iAs a
resultfrelffirilS,,b;;ffi:iffiin#lt*A**oa o@*,Id like to meetyou to discuss
how thingscanimprovein the future.
Yourssincerely
CatherineEasterbrook
DearMsEasterbrook
Thankyoufor your letter.I srr slrtr torrt to lrce r&ryt tlm,,Bffib ilt'sr,ffi:t*ili,
c$ff*ii!!d. I haveforwardedyourletterto ourcustomerservicemanageraskinghimfor afull
report.WeshouldmeetassoonasI hearthaa*clxil$ of hisinvestigations.*"@rS. G
ldi r?ort bt thc crd of th|r rrecL.
Yourssincerely
MartinDennis
tisleading information
DearSir
We have still not receivedthis order. lt says on your website that you will deliver within
three days and it is now five days sincewe placedthe order.Couldyou let us know what is
happening.
ChrisMoran
ReplV
trl
DearMr Moran
Wearevery sorry that you havenot yet receivedyour orderand. F*poforyflm,r ffi;;,r
*me**tmdhgicaused by theinformation on our website.Deliveryto addressesoutside
Europenormally takefivedays.,*|h.&&g,,tokeepour websiteup-to-dateand I havediscussed
this matterwith our websitemanaser.
Your sincerely
PeterWieser
Beiecting a complaint
DearMsOno
Withreferenceto yourcomplaintreorderno.376,ourqualitycontrolstaffhavetestedallthe
goodsyou sentbackto us.fftgil,H*:!ffimfr ffi#l{ll rryf#, p.lnilff 0p** since
theymeetall ourqualitystandards.However,as,t,g , we will acceptthemas
unwantedgoodsandwi|| issue,*llilrli ;aS, 1,f*r1,ffir** t$d$.! :sn*i l
Yourssincerely
Sergioda Silva (Customerservice)
Unacceptable service

56. Notes
Weareveryunhappywiththelevelol service...
Some strong complaints:
Wewereverydissatisfiedwith...
Yourlevelofseruiceisunsatisfactory.
Thesedelaysaretotallyunacceptable.
... wealwayshaveto waitfor sparepar6.
Notethepositionof always,andothertime
expressionssuchas:never,rarely,
occasionally,often,usuallyetc.in a sentence:
Thesalesdepaftmentrarelyanswerthephone.
Thegoodsneverarriveontime.
Weoftenneedtoremindyou.
... we havehadto shutdownproductionon
three occasions.
Phrasessuchasonthreeoccasions,every
monthetc.cancomeatthe beginningor end
ofthesentence:
0nfouroccasionswehavehadto shutdown...
Everymonthwehaveproblems.
Wehaveproblemseverymonth.
I was verysofty to hear ahouttheproblemsyou
haveexperienced.
Lessformal:I wasverysorrytohearaboutthe
problemsyou'vehad.
... theoutcome...
An outcomeisthe result(of a process).
I donotknowtheoutcomeof theinvestigations
yet.
I expectto receive hisreporthy the endof this
week.
Shouldcanbe usedinsteadol expecttoor
hopeto:
I shouldreceivethereportby Wednesday.
I'mhopingto receiveit by Wednesday.
I shouldhearfromthemtomorrow.
I expecttohearfromthemtomorrow.
Wehave still notreceivedthisorden
Problemswith deliveries:
Weare stillwaitingfor thedelivery.
Thedeliveryis nowtwodayslate.
Weneedit urgently.
... we apologiseforanymisundeffianding...
Notethatwe apologiseforsomething.
TheexpressionsWeapologisefor/Please
acceptourapologiesaremoreformalthan
Wearesorry.Otherformalphasesfor
apofogising:I sincerelyapologisefor...
My sincereapologies.
Wedotry...
Do/doesareaddedfor emphasis,especially
whenthereisdisagreement.
Wedoneedto improveourseruice.
Thetermsandconditionsdo state...
I regret that we cannot accept the retum as
faultygoods...
Notehowwe useregrettoexpressa polite
rejection:
I regretthatwe cannotdeliveronSundays.
Politebutlessformal:
l'mafraidwecan?accept...
l'msorrybutwecan'tdeliver,..
... a goodwill gesture,...
A goodwillgestureis a friendlyandhelpful
actionwhichisgoodfor maintaining
businessrelations.
... a credit note.
lf goodsarefaultytheycanbe returnedto
thesupplieranda creditnoteis issued.This
documentinformsthecustomerof the
moneyowedfor thefaultygoods.
I trust this meelswith your approval.
Thisisa formalexpression.Notealso:
I trustthisis satisfactory.
Tobe fessformal,use:I hopethishelps.
I hopeyouarehappywiththis.
n mf Gtr
Brtti$t
Thesales
furlricm
Iha salesdepaftnentnrely
do,pf,r.l@'ng,',:r- 'Soirtr6rs&a phone.
rarely'answer Note:AmaricanEnglishtreats
thaphtne. cornp€nyanddepartmental
nsrnesassingular.
a credit note a creditreteipt/
a uedit slip

57. Practice
Ghooso the best alternative.
ExAMpf.E:Wehavestillnottakenfleft/teceivedtheorder.
a Wewill sendyoua replacementorder/enquiry/seruice.
b Couldyouchange/checAforwardtheoriginalmessageto me.
c Youbelieved/assured/saidusthattheschedulewasguaranteed.
d Pleaseaccept/make/takeourapologies.
e Yourorderwill bequoted/damaged/dispatchedonMondayofnextweek.
f l'msorrywe can'tmeet/take/findtheschedule.
Gomplete the sentences with a preposition
ExIMITE:I amwritingto complain.*b.qttt .thelasttwo ordersyousentus.
a Wearetryingto keep . . . .theschedule.
b Unfortunatelythegoodsdidnotarrive. . . .time.
c Wewouldliketo olaceanorder.. .'.twomachines.
d Pleaseletmeknowifyouhaveanyproblems..........this.
e Thecasesshouldarrive . .. .3 p.m.onFridayatthelatest.
f Weapologise ....themisunderstanding.
g I amsorrythatwe cannotgiveyoua refund . . . .thisoccasion.
h Wearestillwaiting . . . .thedeliveryto arrive.
i Weareveryhappy.r..........theserviceyouhavegivenus.Manythanks!
.'
Match the two parts of the sentences.
1 Weneedthegoods a meifthereareanyproblems.
b foralltheinconvenience.
c notclearenough.
d yourletterto ourHeadOffice.
e urgently.
f abouttheproblemsyouhavehad.
g foranexpressdeliveryofyourorder.
h I cannotbemorehelpful.
i youarehappywiththis
2 |wasverysorryto
3 l'msorrythat
4 l'marranging
5 Pleasephone
6 | sincerelyapologise
7 | havefonruarded
8 | hope
9 Unfortunatelytheinformationwas
hear

58. The eight sentences below are part of a company's response to a letter
of complaint. Gomplete each sentence with a verb from the box.
haveexperienced todiscuss toreceive havesent
return J.eftlng- will refund apologise
ExltsptE:Thankyoufor l.gtting. .. usknowabouttheproblemsyouhadwiththedelivery.
a Weapologiseforthedifficultiesyou. .
b Weneed. . .howwecanimproveourserviceinthefuture,
c lexpect ... areportfromdispatchdepartmenttomorrow.
d Thismorningwe... youanewconsignmentbynextday
delivery.
e Please .thefaultygoodstousan(we...
thedeliverycost.
f Onceagain,we. .. foranyintonveniencecaused.
Match the words in the box with the words which have similar
meanings in the sentences.
additional definite concerned
dissatisfied Jnost*eent- dispatch
promise arefund
adiscount meet
ExIMITE:Thankyouforsendingmeyourtatest/.tt195.t.:r.g9glt . .brochure.
a Wewereveryunhappyl . .aboutthelevelofservicewereceived.
b Wewillsendl ..yourordertomorrow.
c Thereisnoextral .. chargeforthisservice.
d Canyougivemea firnl . .deliverydate?
e Canyouofferusareducedpricel ........?
f Weareveryworriedl ..thatthedeliverywillbelate.
g I canassurel ..youthateverythingwillbe0K.
h Thegoodsdidnotarrivesowewouldlikeourmoneybackl.
i l'mafraidwecannotkeeptol . .theagreedschedule.

59. 6 Read tllls letter of complaint from a customer and write a reply.
Dear Sir or Madam
This morning wereceiveda consignmentof printersfrom you (Orderno
SN206).On unpackingthe boxes,wenoticedthat all theprinterswere
damaged.
Could you pleasearrangeto senda replacementorderassoonaspossibleand
arrangeto collectthe damagedgoods?Hopefully,wewill not haveto payfor
this.
Yoursfaithfully
Ms JanineDuval
Write a reply of 5O - 60 words to your customer:
. thankingher for her letter
. apologisingfor the problem
o agreeingto replacethe damagedgoodstoday
o offering to collectthe damaged goods, at no extra cost
Use the texts and notes in this chapter to help you.

60. rt re
Some useful phraees.
Couldyousendmea shortreport?
Thepurposeofthevisitwasto appointsomenewagents.
Thevisitwasverysuccessful.
Thereisonethingmissinginthereport.
66percentofourcustomersaresatisfiedwithourproducts.
A thirdofourcustomersarenotsatisfied.
SpendingrosebyI percentlastyear.
Costswentupfrome 50000peryearto € 76000.
Salesrosesubstantially.
Therewasa sharpfallinsales.
Thedeclineinsalesisduetoincreasedcompetition.
Profitsroseinthelastquarter.
Whatisyourrecommendation?
Werecommendyoushouldtrya newsupplier.
Wesuggestlookingatsomeothercompanies.
Youneedtofollow-upenquirieswithinthreedays.

61. information
A rcquest for information
Janet
CsuH you rM: on your recentJapantrip, in
&ryri,e4p{f I d appreciatethis assoonaspossibleplease.
Thanks
Simone
preparationfor the next
Asking for missing information
fanet
':'
Thank for the visit report.ffiffiSfffi:W
showingtotal expenditureand anticipatedincome.
Thanks
Simone
Prouiding firr{lrer information
CostAnalvsis
Exoenditure
.*, ,1ffii'i.,i.':::,;.:,,,t*:,,:
. posting of catalogues
. flights
. accommodation
;iill *l
' staffing
Total..€lp&
.* ftd.- r
Profit
r,,,r;,ti,i:l]:i;ii,iji:i*riifi*ifi0&i;:t.
$ 2200
$ 2400
$ 3600
$ 3700
$ 6ooo
$ 28400
s 400000
$ 371600
A shoil rtport
i . ,..: :il
.,lffi*,,'Hs.*,
Background
Tk'&trryn*oof fiajfftwartotik ptrtin&c'il i,ftok tand appoint
new agentsto help promote our productsin the FarEast.
Details
10000visitorsattendedthe TokyoExhibition.
O0$$,slWlor ruuu rrecliwd and 300 orders were placed.
2 new agentswere appointed.
Actions/ Recommendations
UYcns.d brdlorv up.sr*cloffinlr ; *;iB:
Wo nconunsd th*fh
'iiiim,s
: to see our production processes,
Conclusions
The visit was very successful,resultingimmediatelyin new businessworth over f300 000.
Japan will be *{rry'nt*{cfi for us for the future.
Reportby Janet Robbins14thOctober

62. Notes
Couldyousendmea shortreport...
Couldyouisusedto makea request.
Youcanalsosay:
Canyousendmea shortreport?
Pleaseemailmea shortreport.
... Boardmeeting.
TheBoardisthegroupof Directorswho
managethecompany.
WeholdweeklyBoardmeetings.
ThemembersoftheBoardwillholda meeting.
Japan Visit Beport
A formalor informalreporthasa cleartitle
andsub-headings.Theformatvaries
dependingon thepurposeof thereportand
individualcompanystyle,butusuallyhasthe
followingsections:
'l'itle
Background/lntroduction
Details/Findings
Actions/Recommendations
Conclusions
Thepurposeof the visit was to takepart in the
TokyoTechnologyExhihition...
Theopeningsentenceof a reportclearlysets
thescene:
Thisreportshowssalesfrom2000- 2003.
Financerequesteda repoftonexpenditure.
2 il)Oenquirieswere received...
Usethe passiveto describeactionswithout
sayingwho doesthem.Forexample:
Severalcomplaintswerereceived.
Therestaurantwasclosedfortwo weeks.
200neworderswereplacedtoday.
Weneedto follow up customerenquiries
immediately.
Actionsandrecommendationsoftenuse
verbsfikeneed,must,haveto andshould:
Weneedtosupportouragentsoverseas.
Wemustmakesurethatwedelivertoday.
Wemustensureourpricesarecompetitive.
Werecommendthatthenew agentsshouldvisit
theUK...
Whenmakinga recommendationor
suggestion.youcouldalsosay:
Werecommendyoutrya newsupplier.
Wesuggestlookingata numberofalternatives.
Ourrecommendationis tosigntheagreement.
... a keymarket...
A keymarketisa veryimportantmarketfor
yourproducts.
Justonething nissing - can you sendmethe
costanalysis...
Usea dash(-) in an informalmessageto
adda requestor extrainformation.
Moreformallyyoucouldsay:
Thereis justonethingmissing.
Couldyoupleasesendthecostanalysis?
. exhihition stand E r0 ffi
Bulletpoints( . ) areoftenusedwhenlisting
information,figuresetc.to makethe
informationclearer.
. expenses
Themoneygivento you byyourcompanyto
spendon companybusiness.
... Expenditure
Thisistheamountof moneyspent.For
example:
Marketingexpenditurerosethisyear.
Anticipated Revenue
Anticipatediswhatyou expectto happen.
Saleswerehigherthananticipated.
Revenueisthe moneythe businessreceives
fromsales.
Revenuelastyearexceeded$35K.
ffiffllmnc!!
Brttish Amerlcan
exhibitianwnd exhibitisnbooth
po&inE8f,
catalogaes
nailingaf catelogs
... as soonas ASAP{pronounceday-sap}
possible. {Thieabbraviationis also
usedin BritishEnglish-
pronounceday-es-ay-pee-
butwould onlybe usedin
informal'emaiis.)

63. Prssenting numbers
Visitor Feedback
&*yn*r ;bd ,fiSiiffiStl to the centre.* ffi jffi&l*i *lj
undersixteen.* 9&:. -@.ofr r#l*iffilffiiil,rf*r:* ,
i&ativt and interesting.$fin$:.@ptresnils W,,S:ffi;ltGffirx h*,0fi,*S fir,,
Describing tronds
ie
DearMarcia
You may be interestedin the findings of our recentsurvey:
Findings
In the summer,we analysedthe successof our new TV promotion by interviewing
customersin differentcities in Germany.
Following the TV promotion, asbs lwrt up,bV,SS:ffi$Mlt*: in most major cities. In
Hamburg,tffimcahtplilrof tl$rg;f,:lt*isrfromlastyear'sfigures. However,in
the smallercities,the promotion was lesssuccessfuland tffi;;Wt*$ $lby
2 per cent.
taking eomparisons
trl
ProductSalesReport- FirstOuarter
Comparedwith lastquarter,oursupermarket tffi Frozenfoodsarestill
our mostpopularproduct,with 52percentof totalsales,followedby breadwith 20
percentandsoftdrinkswith 10percent.
Drawing conclurfions
Sally
Canyou includethe followingin your productivityreport:
Conclusion
.l# lfH*{A$ This low
moralewasdue to the pay cutsthat were introducedin March.:lffi$fi;*.i|fr|fi
r**it1x &dfu,r m;#*i#*i*i" i
Jamie

64. Notes
Thisyearwehadover25Un visitorc...
Otherwaysof givingan approximate
number:
Wehadmorethan25000visitors.
Therewereabout25000visitorsthisyear.
(Aboutcanmeanmorethanor fewerthan
25000./
A third of the visitorc were children ...
Athird= 33percent
A quarter=25 percent
A half= 50percent
Threequarters=75 percent
Approximately t) per cent of the visitorc said
they foundthe centre informative ...
Youcanexpressfiguresasa percentage.
Francehasa 25percentmarketshare.
40per centof ourcarsareexported.
Mostpeople were happyto pay the entrance fee
of &1.50.
In BritishEnglishthedecimalpointiswritten
asa dot (.).Manyothercountriesusea
comma(,).
... saleswent up hyil) per cent,...
Otherverbsto describean upwardchange:
Salesroseby20percent.
0rdersincreasedlastmonth.
SalespeakedinJune.
Notethe useof theprepositionsbyandtoin
thesesentences:
Consumerspendingrosefty l0 percentlast
year.
SpendingincreasedfromI percentto l0 per
centlastyear.
...therewasa sharpriseof 40per cent...
Otheradjectivesto describea change:
Therehasbeena s@ny declinein enquiries.
Therewasa S[gbtdropin saleslastmonth.
Therewasa significantimprovementin orders.
Therewasa dramaticriseinprofits.
... salesdroppedslightly ...
Otherverbsto describea downwardchange:
Profitswentdownlastyear.
SalesfiellinJanuary.
0rdersdeclinedlastmonth.
NumbersdeueasedinJuly.
Slightlyindicatesa smallchange.
Otheradverbsto describethedegreeof
change:
Salesfellsignificantlylastmonth.
0rdersdeclinedsteadilvlastquarter.
Profitswentdowndramatically.
... salesarehigher.
Whenmakingcomparisonsyoucanuse
expressionssuchas:
SaleswerehigherinAprilthanin May.
Thismodelis moreexpensivethantheoldone.
Chocolateis ourmostpopularproduct.
Thisisthe/eastsuccessfulproduct.
Lastyearb lall in productivity was a direct
resultof low morale.
Alternativesto a directresultof:
It wasa consequenceoflowmorale.
It wasduetolowmorale.
Moraleisa mentalandemotionalcondition
of enthusiasm,confidenceandloyalty.
Thesepay cufswerc responsiblelor the
increasein sick leave.
Afternativesto to beresponsiblefor:
Thepay cutscausedtheincrease...
Thepay cutsresultedin anincrease...
ffifficum
Britbh Amcrican
75%*threequarters also:I fourth;
threefourths
l0l = onehundred also:101=one
andone hundredone
centre
Ld:st'yerdirk'fallin
productiviry,
e*t*0r
Lattyearkdrop
in praductivity;
(al*ousedin British
*ttrt)
-
... anincreasain sirlk, anintrsasein the
tesve" numberof siekdays.
lsickleavenstusedin {aldrussdin British
AmericEnEnglieh) . Englistrl

65. Practice
I Look at tttrecompany sales report below. Decide in which part of
the report (A - Dl you would find the information 11-71.
ITCplc SalesReport
A lntroduction
Findings
t Saleqwqr1dwide 1qse.py.1.8.pgy.c.e.nt.ip.t!e.!a.qt.qqgftpf..
C Recommendations
D Conclusion
V Salesworldwideroseby18percentinthelastquarter.
2 Thisreportshowsthebreakdownofsalesduringthelastyear.
3 Europestillhasthelargestshareofthemarket.
4 Weneedto increaseouradvertisingintheFarEast.
5 Overall,businesswasverygoodlastyearandweexpectthissuccessto continue.
6 SalesintheFarEastfellby3 percent.
7 WemustappointnewagentsintheFarEast:
2 Underline the correct word to complete this report.
SalesReport
Introduction
Thisreportshowsthesalestrendsfor the lastfinancialyear.
Details
a At the startof the year,therewas a steady/steadierdropin sales.
b However,therewas a sharp/sharplyincreasein March.
c Thiswas dueto/caused/resultedin the introductionof a new pricingpolicy.
d Salescontinuedto risesteadilyin/onAprilandMay.
Thesummersalescampaignwasverysuccessful.
e Thisresultedin a dramaticdrop/increasein salesduringAugust.
Thistrendcontinueduntiltheendof theyear.
Recommendations
f We needto ensureour pricingpolicyis compete/competition/competitive.
g Wesuggestinvesting/investin furthersalescampaignsnextyear.
Conclusion
h lntotal/0verall,this was a verysuccessfulyearfor us.
i Comparedwith lastyear,saleswere muchhigh/higher/highest.

66. 3 Put in an appropriate word or phrase from the box to complete the
following report.
due JIJff€€c. recommend recommendation visitors placed
I Introduction
The.....?lll?gtg...ofthereportistoanalysesuccessofourmarketinginBr
2 Details
a 25000 attendedtheTradeFairinSaoPaolo.
b 900enquiriesweretaken.
c 150orderswere.
3 Recommendations
a Themain. . .... istoappointnewagentsinBrazil.
b Wealso.. . ... openinganofficeinSaoPaolo.
c Weneedtomakeadecisionbytheendofthemonth.
4 Gonclusion
Theincreaseinbusinesswas. . ..toournewmarketingstrategy.
Brazilwillbeakeymarketforusinthefuture.
4 Find 6 verbs in the square which show an upward or downward
movement.
EHlftPt-E:decrease
a
z
o
r
I
s
e
e
b
I
n
c
c
a
b
d
o
p
p
I
e
e
e
e
c
r
f
a
I
I
o
m
p
s
I
b
v
m
o
b
e
m
s
e
d
m

67. Look tt the graphc below then use the phrases in the box to
complete the report.
Eachparagraphhasbeenstartedforyou.Decidewhichgrapheachparagraph
describes.
I .... 2
Sales
$
att
ta
Sales
$
Sales
$
23
Year
-ss+eescful- lh€]€ffr improvement w drop
a sharpdecline resultedin dueto verylow
Threeyearsagoweopenedthreenewshops.
A:
Alphaperformedwellinthefirstyearandsales. .YpS.g. .... .significantly.
However,achangeofftanagementinyear,twoledto
:
Fortunately,anewmandgerwasappointedlastyearandtherehasbeenasteady
.sincethen.
B
InthefirstyearBNKwas..th.e. !g.*qt. .. .successfulofthethreestores.Sales
were. anddidnotimprovemuchinthesecondyear.Thenwe
redesignedthestoreandthishas.. . . asignificantincreaseinsales.
c
lncontrast,Geowasthemost.5.t+gge5.lf.q!.inyearone.Howevelsincethen,
saleshavefallen. increasedcompetitionlocally.
Salesarecontinuingto.... ... andwemayhavetoconsiderclosingthe
store.
123
Ysar
123
Year

68. Some uceful phraeee.
Justa quicknoteto saymanythanksforsortingouttheproblems.
Wereallyappreciateeverythingyouhavedone.
Manycongratulations!
Welldonel
ThisistoletyouknowthatI willbeleavingthecompany.
Pleasecomeandvisitme.
Itwouldbegreatto seeyou.
I wassorryto hearthatyouareleaving.
I wishyoueverysuccessinthefuture.
Goodnews!
I'vejustreceivedtheresultsofthesurvey.
Theresultsareverygood.
You'vedonea greatjob!
Haveyourememberedabouttheparty?
Wehopeyoucanmakeit.
Thanksforremindingme.
l'dloveto come.

69. Messages1
Appreciation
Jlixilln,{riiiih,irq&,,*owiw.St&for sortingout theproblemswith thedeliverieslastweek.
*-T,h.msUY,*$ ,gict:s{ibw&& ffi.
Look forwardto seeingyou in Madrid nextmonth.
All the best
ffit}:t$ttgtffi*albr*re"g*rr:gm&rr. Everyoneherein the Tripoliofficehasaskedmeto
sendyoutheir bestwishes.We'llmissyourvisits-i*t*!ffi;ffild*,,
With bestregards
Tareq
Dearfriendsand colleagues
Thlr k:.t0:*dF,ffi*,*rw ffilfin*.tirffi #DC,at the end of this month. After a very
enloyablecareerin the BuenosAiresofficeI havedecidedto move backto Brazil.ll#ffik**
d:id$ig**tif you arevisitingRio- you all havemy mobilenumber!
With very bestwishes
Mario
Dear Mario
*xt**,ffi!n' ,Wiru$iltffi$ilk&hl@ ffiffi;$**x**[#i***i*W:i
'*l*and,ilriffirffi*i;li*![i*{Bestwishes,Alejandro
Saying lfrank you
,AtiHft*trat$h*,1lr&'during the conferencein London last week. lt went really well. We
are planninganotherevent in Dubaiin March and we would reallyappreciateyour help
there.Let me know if you can make it. i
Allthe best
Ashia
Responding to tthanks
detailswhenyou havethem.
Donna
A personal announcement
Sayrng goodbye