Delta BCSkills e mailing

\ DELTA Business Communication Skills Series editors Susan Lowe and Louise Pile ErmaiLing Louise Pil"e "rt-*-!dFxiill@ MffifuKA PUBLISHINC Nw$wwwxw - i{ DELIIA Publishing 39 Alexandra Road Addlestone Surrey I(T1 2PQ llnited I(ingdom @ DELTA I'ublishing 2004 All rights rescrved No reproduction, copy or transmission of this publication may be made without written permission from the publishers or in accordance with the provisions of the Copyright, Designs and Patents Act I 98 or under the terms of any licence permitting copying issued by the Copyright Lioensing Agency, 90 Tottenham Court Road, London W1P 9HE PHOTOCOPIABLE 56-58 may be photocopied for use in class but may not be sold or distributed separately or included in any other publication lbr sale or distribution Pages First published 2004 Critically read by Anne Lar,r,s and Sarah Baldy{iihnapfel Edited by Catriona Watson-Brown Designed by Caroline Johnston Illustrations and cover design by Peter Bushell Picture research by Emma Bree Printed by Halstan & Co, Amersham P lrc to a cknowle dg ement s Cover: DigitalVision Page 3: DigitalVision Page 20: Brand X/Alamy Page 27 : Imagesource/AIam5, Page 36: DigitalVision Page 12: DigitalVision Page 44: Photodisc/Creatas Page 49:DigitalVision ISRN Book 1-900783-81-9 cD 1-900783-87-8 lqty auol aq1 Bu;1+aD :S ?!uR 0v puas nort a"loSaq Eul>;laq3 :g *luf,l 8r sasJnosau 95 s{ary JaAAsu€ pue sldgJssue"l1 65 asrlr,ro3 pu€ J€a;> Eugag:g 1!un VZ :f }!un zt {1;;etu"rol JCI !a^a! }qglr aq1 Sulsoorl3 a8essau! "n'lo{ Burxnl:nJ}S :Z 9I }lun uol}3nporlul w srs{;eue spaahX s guu"rnof Bu3u*ea1 I palrelstulna5:l*.!un I sluoluoS $mtroduction DLLTA Brrsine.s.s Cornrnurticatiorr S/1s esoql Sur,rordrul no,{,no11e 11rnv\ re]l.rq op plnoJ no.{ 1eq,n pue rno,{ 8u1do1a,reg op,{pec;p nod leq,n Jo ssaucrB^\E 'dolalap o1 pcou nod secrp q)rq^\ lnoqe Iurql pue 9-I slrug Jo Suruur8aq oql ]r: sorreruluns ]run oql q8noJql {ooT 'Eere luere.lJrp e uo sesnooJ fiuyatu-X ]run qreg Jo sDoou Jnor( Surzrtr,rol,r,t u qll,!\ dleq peau/[e^^ op no,{ >lulq] no.{ op leqM i € I a>lJol!\ JnoA Jof cn[e;\ uoI]EtuJoJuI ]EeJ e eq.{ep qrEe o^reJe-r no.ri 1eq] slreu-c oql Jo oSEluccrod 1eq1,1 (selelsrru '3'e) e^rtJeJ.lo ssal pue (1roqs Surcq '3'e) 3o 1n; J^rlraJJo ,rour [reur-a ue sJ)[Eur >1urq1 no.,( op le qM Z I a('rl0 'rellu/elelap/prp^ roJ) e,req 11 soop sernleeJ teq^\ pup '(>loolln(1 '3'e) esn nod op rualsds 1n?ru-o leq6 g ;gsrt8uf, ur slreru-o 8ur1rr,u lnoqe llnJUJrpT,,{sea pug no.,{ op lEqM E oi.,t E ap(1s aler.rdordde uo,(c11od II ;8ur1r.r,r,r sr,L Jo.J suoseeJ uteru.rno,{ oJr? leqM S ;(8uurcru-e ueq^ esn o] duedruor 3uru111no '3'a) soulepr nSTdcrtod 1eu-e uE eleri {uedruoo rnod sao61 OI ;o1 qsrpug ur slreur-e sseursnq e1rr.r,r nod op oq,1,1 i selnurur gg q f selnurru OZ 0T salnurur f 0€:gl '3'e '(purelut) t r(uedruoc eures ar{l ur 8ur>po,,u osoql pue (puralxe) ,{ueduoo rnol aprslno eldoad ol qsrlSuf, ur puas no,{ slruu-e Jo ouer eql sl }pqM 23urlearu e 1E ro auoqd oql uo,qluelJUJe crotu qll^{ lleep eq,!pn1ce p1noc.,{ep qJee e^roJer ro pues no.{ 1eq1 slrelu-e eql ;o a8elueored 1eq,1,1 f] f E ""' :reqlo E t ttn dl.reou E '/r tnoqp E ]noqe E % ]noqe 1qs13ug ur e.n: ,{ueru nroq 'puas no,{ sleu-e osoql JO Z z7, 0t-02 salnulur 91 E aslrEru-e Suuede"rd dep e pueds no,{ op ourr} qJnru,troq 'e8e;re,ru ug g ZIep dra,ra puas E Zdep ,{re,re e,rreoo; :no,( op slreur-e dueu,r,roq 'a8erc,re u6 I e.lleuuoglsanQ '>looq slql ur lre:lep e.roru ur srsdleue spaaN srql ur seere TTrl uo snJoJ no ',/l{oleq erlEuuotlsenb eql Sulleldruoc dq 'utaql 8ut1rr,tr }e erc nod >1urq1 III^t no.,{ poo8 pue 'qqpug ur elrr^\ no,{ sleru-a oql }uoruoru E roJ reprsuoc pue dolg '}t 1e poo8 sn^\orl elelu ],useop 1o1 e Sulqlauros op c ( esnEJeq lsnf',sreleru-e e^rlrallo, crE o,!\ roqleq,r\ lueluoru E rol Jeprsuoc pue dols ol eturl eql e{el sn lo ,ttal }nq aJrl sseursnq pue leuosrad rno qloq ur - dpep8er slreru-o olroJer pue pues sn Jo ]sotu 's,{epe,r,rolq sts{leuE sPooN Learning iournal Buring the course As you work through each unit, summarize helpful Ianguage and tips forellective e-mailing An example is given, but what you note down will depend on your ortn learning pattern Example Unit:6 Useful language: to your best; to to run a spell malce a rese rvation; check; to attend a session; l've worked here since 1999/brthree years Useful tips: check my e-mail will make a goo4 impression on the reader; iskJon to read through my e-mail before sending it Your Learning journol Unit:1 Unitt2 USeful language: Useful language: Useful tips: Useful tips: Unit:3 Unit:4 Useful language: Useful language: Useful tips: Useful tips: Unit:5 Unit:6 Useful language: Useful language: Useful tips: Useful tips: E JeJeJ leurnol Sutu;ee1 iselou Jnod o1 Suppe dea>1 pue 'ol peou no,{.re,raueqa,r lr ol >lceq pue nof q1m,t 1r dee>1 os 'esrno] E JeUe pue Surrnp pesn eq o1 peu8rsep sr {ooq srqJ xaltaq slql op oI nuuold notr ')l puas | )rleq >lreqPJEJ a,trF pue ssoq xLu o+ IreLu-E +xru Aw peat o1 an6eallo: ,(cu >1se os;e '(qrrewJfl)e;::;lffifrr$.il 11r,r.,r I ffi:: 'UorleuroJU l/WleP.(iPssrrruun ,(up uanrF loU e^eq l >JrrLI) o) prru osl.e suiia} le)luq)al Pue P)}e)]dcuo: AUP ureldxr I r,r,rou>llou lr.lDrLu rePeai eL{l :o1 peeu slleu-r esrluor I Pue JeEII Fur1u,14 :Eare snrof, t:?uo alfuuaxg 'no.,{ dleq o1 uanr8 sr aldruexe uy '^ olaq euo eql a{ll >lro t.oure4 e Sursn 'eldruexe;o; 's11qs.rno.,( Surdolenap uo se}ou e>lelzn iseullpeep cIlsITEer ylesrno,l ezu8 o1 pydlaq sr ll ]Eq] e1o51 'eceld>1ro^\ aq] ur peuJeel e,req nod esllreJd noz{ lAorl Jo op no.{ sasrc.rexe A\eraal r{Jrr{ \ 'eldruexe ,ro; Jeqnt 1p,vr ru/ 's11qs rnod dole,rap o1 enurluoo p,vr no,{ aprJep 'lrun qJEa palalduoc aneq no.,(;re1y '>lJon 1e pue esJnot rno,{ Sur;np qloq ^{oq '8uru.ree1 rno,{ elepqosuo? o} luel.rodur q ll }nq fpee.rp ssa"rSord eperrr eleq III,Ia no ASJnO) eq] "taUV U,,.N Getting started IT THIS UNIT LOOKS AT: I I I I key e-mail terminology and'netiquette' Ianguage for beginning and ending e-mails giving your reason for writing referring to previous and future contact n, lnetlketi The unwritten rules of behar''iour on the Internct, especially related to the use of c-mail, chat rooms and newsgroups netiquette fA v" **"au 'L:{rti*-r-AL + Look at the e-mail below and consider these questions I Who is the sender? thc receiveri Is there a signaturei a disclaimer? Is the subject line lilled in? Has the importance option beerr uscd? Has the e-mail been copied to anyone else (using the bcc (blind carbon copy) or cc (carbon copy) lield)? What is the purpose of the e-mail? What format would the altachment Wlrat is the rcceirrer expected to do? To: bc in7 p-vogel@mply.de From: s.griffrn@travelexpress.com Cc: Bcc: Subject: Sales Manager post (ref 7672P) Dear Mr Vogel Thank you for your e-mail expressing interest in the above vacancy Please confrrm whether you would prefer to receive an application form and further details by e-mail (Word XP, approximately 551() or in hard copy by post lf you have any questions, please not hesitate to e-mail or phone me Yours sincerely Stacey Griffrn Personnel Assistant s.g rif i n @trave lexpress.com Travel Express 35 Windmill Street Evesham EN42 gTR UK ret +44 (0)1 868 767565 (extn 392) Fax: +44 (0)1 868 767600 ikr;'x:'.1;::1"." ,'ffitril otherwise' *t,E I Gettine started *************** h-!.lpllwrrylv.[ra vclc xpress c o m The content of this e-mail and any attachments sent with it are confrdential and for the addressee only Any unauthorised copying or distribution by anyone else is prohibited Please delete this e-mail if you have obtained it in error Il PalrPls Eurllag I 'uollf,es sef,rnosou orll u! gs aSed uo sosrf,Joxo aql op'1q8g.r sesse.rppe 8u1pe8 uo erglre;d a,rou roJ l" , LJ, io^oqE asoq] seq {ueduor rno{ ol ,(eql e;e ]uara,r!P/JElrrurs ^/\orl'seul;ap!n3 1; iaq o} saul;epln8 esaq} roplsuor nor( op InJesn 'uotssrurred no.( uea,r8 suLI repues eql sselun speu-e pJE,^A.JoJ ^ oH Z l.uo(I 0l '.{llue8rn no,( uorg uorleruJoJur elreoeJ ol peeu sJer{lo -' oql esn ,{1u6 ;r ro 'uorlce lcrnb selnbeJ lreru-e ;no.{ ;r (,(1r.roud q8rq) eldoed rorlto ol u,^Aou{ sesseJppe sJequnu e3.re1 oJu ezrs Ireu-e 8ur1uu prole ol puu'repeeq Ireru-o eql ur setueu Jo Sur,teq pto^B ol pleu aql Jo peolsut pleqt elu pue (.'c1a'ptor11) lEruJoJ eql leq] Je,\receJ eql uE pues 01 peeu op no.(;1 'elqrssod;r lreru-o 'dno,r8 eloq,{\ eql lrBtu-e o] uueur no,( ssalun nq qlr,^A eql esn {ceqc lsJU aqt Jo ,(poq eqt esn pt Qday esn lou Jo eeJJ sr puE lnoqB sr IrEu-e oqt lBq,\\ seqrJcsep {Fee1c "U, L oCI ":::fi 'seBBSSeut Suro8tno IIE ot peppe ,{lpc4euro1ne seurrleuos eJe p8el e puu sseJppu elrsqe,tA s {uudruoc eql 'Jeqrunu euoqdelel'sserppu puu eureu f uedruoc 'eprt qol'eueu rno,{ : rno,{ ur uorluru-rogur 3ur,u,o11oJ eq] epnlcul 'uorlJB elel ol Jo peruJoJur uE puas ol 1da>1 eq 01 speeu esle auoauros yr lceJJoJ sseJppe Ir€ru-o s ^sBe s .{po oql esn Z luosred Suor,tr eql ol lreu-e eql e^Eq no,{ erns e>1epg I ilq8lr srlsBq eqt SulDoO 'uo!l)as lxaluo) aq) [uo4 sp.rom Sugsn sde8 eq1 e1e;dluo3'sse.rdx3 jo saullapln8 aq1 uo,r; )f,EJlxa 3u1a,to;1o1 lo^e4 aql lE loo-l 'l!Etu-a asn plnoqs JJrls uo seul;epln8 erreq salueduo) oruos ^/\otl i11 8urlrr,tr JoI uoseeJ rno.rt no{ IlEr.u-e }spl aq}}o saulleprnB errlro.ld lseg I a oqfi a su,r,r 1eqry1 aol ]I SE,t\ '1ues ;op {u!qI €.r$r?e3&'xes;3*d q o1 pclcedxe no,{ ere^\ IEIJM a i 'pelrofal nol ;reuu-e ssaulsnq lsel Z oqllo )ulrll E o ruo4 l[ sl?ra oQ,4,\ Exontple e-moils Look at the example e-mails below To what extent does each follow the guidelines on page , 9? To: e-jason@kuhn.co.uk From: myra-wynn@sales.try.com Subject: r-\ /// t*l^*n U hi leaflet.odf Dear Ms Jason Thank you for your phone call of 3rd January I am pleased to hear that \Iodel BHT43 has been selling wel1 I am attaching a leatlet listing our ful1 range of larvnmorvers, as requested I look forward to doing business further with you in the Iuture Yours sincerely Myra Wynn Sales Assistant To: Leila-Rajala@iho.ft From: boris@mistra.com Subject: meeting next week Dear Leila I just wanted to let you ll)aql ol fueuortrrp rnol esp uollsa88ns '(l*V'jrg lpnls '1noqe >;eeds plnoqs | ]erjm pue orluac qcrLlm ur ace;d 6ur1e1 st ocuaraJuoo aLll uoos se Mou) otu lal pln03 no{ 11 1n;e1erO i{.len ueqnir e;qrssod e>;r; ^J]oexo ule | 'laAaMoH 'uot}e}tnut lno^ ldaf,ce o1 ;n;1qOrlap oq plnoM | 'qluoLU lxau ut uopuol ut af,uoraluoo ,]coltC soleS, aql 1e ra>;eads ,(.teua;d rno{ eq o} aLU 6ut}}tnut lteu-o rno{ ro; no{ >;ueql 'lf,erlxa IrEr,u-a ereqJ , s!ql u! sa)|els!tu eql l)orro) pue pu!J ue; os {:luece^ aql roJ suorlecrldde [ittutu lL1rrlru uaeq ],ue^eq 'qo[ ra8euery lretor4 eql JoJ '>laa^A s, ?l / s]l {uFIl I - {ee^ slql ^rerlre}ur ue lo8 sELJ soruerd S g o1 g 'suotldo lf,aJJof, eq1 Sulsn so)ualuos aql u! sde8 eq1 e1e;duuo3 I ],use^\ luoraralur olll ralarnof{ 14\not111v T ,esrnoJ Suruteel-a aql 3uqe1 ur Duqsatalur I pa$)ralm euo,{ue sI dupsaupol,l uo eurpery l)uraas laas ol pre,\\roJ 3uo1oo1 ur,y lol ererl pe>l,ro^\ seq lDrl^l / ollrrr ,uossreaue[ Jxeu 8ur,r.ee1 sr 'sreed eorql 'ru'd g ]e poAIJJe I "ur'd [lun IrcIu-e uE q p sseulsnq e J eJr^pe e prorer a>lElsrru uorlE^.reseJ esJnoc uorlr?]r^ur dee>1 JoJ t g a,rt3 o1 lJarroJ o] g opo] s ot r Iceqc eJ eq uE ldarre o1 € ol o{Eru e{El E 's.ned eq1 o} I q)lel^l due peq ],ua Eq eA\ I uop esPald Z g JSoqM ,trou>1 no,{ o61 "' I "'ol : elElrseq "' ol prEMroJ {ool I deuoru erotu peq I s JI t "'1,{epseupa6}xeN "' E {ueru pue11e l,uop I Z I I JaulEJl Il Se pe>lJo^i\ e^eq '{;aluudo.rdde saruelues aq1 e1a1duo3 | e&et&ew Resources Note: The material on pages 56-58 may be photocopied for use in class Unit I I Match the pairs E-moil oddresses dot al lower-case j b@ bachslash C colon forward slash d: e_ f\ upper-case j 7at B hyphen hI i- underscore f) l.l Listen to the voicemail extracts and complete the table E-rnail recipient E-mail address I 3 With a partner, take it in turns to dictate e-mail addresses and recipients for each other to write down Unit I Consider Fromework Notes Why are you writing? Who are you writing to? Do you need to cc anyone else into the e-mail? What would be a helpful and appropriate subject line? Do you need to send an attachment? What phrases are you going to use to begin and end your e-mail/refer to !I"_YP]j Td fu-t119 colte{ l What you want the recipient to when he/she receives the e-mail? i i l I l l I I I Resources fromE-mailingby Louise Pile O oELrA IUBLISHTNG 2oo4 E sorrnosau eq? ]eq ^,r,roqs ,ooz DNrHsrrana vJ1uo O elrd osrnoT dq rilUrDur-g uro4 llnoqE sr IrEru-e [Fee1c eu{ ]refqns eq] seoo 2(pua'"r,atramoq '3'e) e.req ^ popl1 d1.ree1c seepr erv 4(fivs o1 s! laUl 'sa qrns '3'e) alerrdordde fpea1c paurcldxaTpeleJlsnllr slurod a.ry 2peurc1dxe ueeq ou>I Jou ^ r(eu rapeer eql leql suorleraeJqqeTuoS.reI ene11 iseapl Jo IInJ ool lou pue (sprom SZ-OZ runrurxeur) e13uel elerrdo;dde uE Jo secuelues eql erv 2@ru4 ur lurod syrll7, e>l1 seserrld Surpro,re '3'e) pepnlcur sese.rqdTsp;roan pue uorleruroJur Ierluasse ,{1uo e;y 2(3uo1 oo1 1ou 'e'r) r{13ue1 olqe}lns e Jo lreu-e eql sI 2[1;ee1c pue dldrurs ualJrJIA lreru-e eql s] 4(s1a1pq ;o esn '3'e) lno puels slurod ureru eq] oC saloN oN/sa ls!l4ror{f, ls!r)r)aq, € llun sase.rqd pu€ spro^,\ lnJosn s1ulod 3u;poddng slugod u1e11 slulod lnotr z llun Unit Factors to consider Consider these and other factors Notes Your target reader Your reason for writing Appropriate level of formality Useful words/phrases/ grammar Unit Typical errors Unit Wrong version Correct version Yes/No Checklist Is the purpose clear? Is it well structured? Is it clear and concise? Is the level of formality appropriate? Is the tone appropriate? ls the language/content accurate? Resources fromE-mailingby Louise Pile @ nELrA puBLrsHrNG 2oo4 f!| sxal ra^ suE pue sldrrrsue4 tulll pourreld JrrrurJsa^ur Jo ru.roJlrr ol llpls uorlJnpo"rd aq1 11: oJ lrEur-a up puas noI plnoJ cseold 'li1 l.{E,ue ur,I eltLIr\\ lnor\l?I B erlr op no,( p1no3 'r\ao-rJolrroJ Luo{ {eem E JoJ JAeJI rro Jc] ol Bnro8 ru.1 ,,\,\ouI nof su '"rg 'Eurqeedb^ ErJ.rE:) -Jsol sr stq] 'oTIrH t'z sldYrsuDr! I 'uoluuroJ eroru Eurruoce q Jlu (Surpua Eurpuodsar-ror orr rlllM) :urJ"LDI\ r{rI sSurlJJlS 'sll Jql ur {1-re1nrr1]1,:d 'slrEur-e TuLuroJrrr u1 'r1a 'sp"rulia.r prrr)J srllsr,!\ lsrq (t1ll,/ll) / q;ruLs -tlN nnq'3'a'naos Suraq ruou c.rE sese,rqd IuuotJrpp-rl ftreru pul] 'lllurJ(I ssJI JJe sleqlo lnq 'sltEru-e [pu"reJxa sse[ ur ,{pe1nrr1.red 'qceo-rddr: TllruJo.l cJour E Jsn oJ l.lr?ls ic.lJ"rd : ir:""1 I scr uednror cruo g'liprr/i1 s,-rcpeel Jql 't t JBed uo uorlJas JJUcJqcH Jc)- t I un[[8.) ser{sri\ lsa[ ',iep 11e ,(ue le[ € rrqlaqt\ elg.1o aql ur l1u I u n t4 I u ruLtDIt\ l.t $.urJ(I ueqJ run]u a-Iaq,r,r ,{ueckuoJ luorIJ e Surlreru-e 'tr1 a6 I8 qt I a,3ed uo LrorJJes JJUJIJIJU aas s,,{Epo.l, I plou JJ Jt cZ JI I JJ/oI g € lreklns s JcrrrElJstp i luardrlc.rT.rc,rrcJol t Z t uo!leluasard ONE b ,(AZ ::)J z oNt [ l'1er) lsod ra8uuuy,,l srlei-, :sa1 sct! :terurulJsr(1 se,{ :ernleuErg :ug1rr11 {atc1g il :rclrrrrg pLlp SILIlIIJ no,{ sdr:q-rcd pLrB 'qO :1re[c1n5^ >1 lreru-e JLII o}rrr JrJe)l ,(dor plnor rrqrunu eq1 1oB s,c11 aJltLloru Alu urr z'l :otr Suueeq g q]l_rl N-O-c{-I A - ss.{lr,r-e rero I g - uodr^|?) tre,r,r Illur-J ileu sr sseJppe eq1 ,rc1 r- ElHllOO-,\-.AA s.}er{l ,'Sunaaur s,,lt,\o-r"roruol Jq ,{1,1 epua8u cqJ eur lreu-r-c nod plnor JsEJTd Ucqty s.Jr urrll?)I lsnl 'qrJtruLll'1n'Hro - I asuold e pJqJB}lE pur1 J S 1ua1dpa,r 11etu-.C q9 Bg pt I 'e{n Plnorv\ Jq lerurol qJrqr\,\ ru.tuuoJ g ')IS ens rlu ')rrerrrnrop dx proM v I ! t(dor preq ur;o d1yurruo.r1re 1a uorlecrlddu oql c)11 plno^,\ TeSo itr{ roqleqrr IsE oI g 3ur1ac141 :1ra[qn;- IeSoA eLr()rd Ae4 :a1ul no,{ aJS LrrJ,IllI,{ JUa(l 8nr1a>1"ruru ruo r' lnriz)1layseur' t 1r pe-rapurl,u f 1;t1 D g lulrdec 'V IElrdeJ s,lpql ,{111cy-y oJ uuoJ uorle:rildde uE Jmru-J no[ plnoJ asec1.1 dtuerel sJIES JLI] ]noqB Snrrler 1-1 S1gjlO(t-I-H-U s,1eq1 ,i1rcg ,,!\rrpuv sl s1qJ Z 'ruoc'1oe',i)p o^ o"rq' p ru ( suorlscnb,tuu alrtlq no,{ ;o,{dor Eur,rralal o] pJEr\\lol {ool t ,{11rcy r',rerpu1r ry'B;o'ryq@)Illtog V u,,!\o-rg rru-reN I sserppu IIeu-g E cql I Jueuq.lpJJr? clnleu8rs s_rErI slnol r-u-lo; rlrl "rry ssl6 traqlv ap'uodr^rr)ssdru-E lllJo ruo:r'lou@)7 7u^\o.rq p'ru sJlrcl1 i ol c)U[ plno^\ J Z rc4 no.{ 1uer1; psqJEllE aq o1 spJJLr uorJElu.roJrrr :sr 1r ,\\ouI l,rrop no.{ uJrlru pue '/i1a"ra,rr.rrs l.Jno/\ I "' !lN "fia0,arrrJ Jslu eql -rol lucllJ e Surqreo.rdde Lrerlfliyruoil rol alig 1r17 asn lq8rru nof 'spllJrr.l Surlreru-a uaqM '(i lrlrll ras) Surlreur-c e,r,no[ oqrr prn: ,{rr1od r(rn:duroc su rlJns s.lolJeJ uo puedep ITr/x\ JSn no,{ sese;qd aq;1, Ei rf' pz qt I 19 qs pt I€ irz uI Jq ILI ' rn)u)T etu lal ol uo "rrlul TJr?r u sltr o,tr3 csec14 2o"rlsrg s.umo"rfl rrl 0t I lnoqe lEqM '{upo1 qrunl a,rt:q ol olrl p.rro,( 1r parapuoru 1sn[ '{up-rclsaI no{ ruo,rJ l]rLI oJ oJrN 3{rtr{ -r,r,usuu pa7sa61iir5 ,{lcrecurs ,,ltou)[ rt.u rJqlo lue8rn rroll :op ol tuoq] lradxr Jcs/er\rJJeJ oJ spaJLr oqlrt nod 1eq,n :lrEur-J oql Io,{doJ uorldo aruelrodrur ^/\o!Aou uasuEH ,(1a;arurs 'srurll luaur&:d prupuels rnoI Jo s1rulep qll,r JJqlc8ol 'euo e^ug no{ lr 'sJezJe{ aaJl-lsorJ uo e"rnrlJoJq lsrlerrcds ;no,{ aru puJS nod plnor asr:a1d 'uotlrppe Ltl aluclLIJAUoJ Jq AlrpsanJ plno i\ qJnLU,{ra,r plno,r,r 'IJc,\\ Jxrlr LrrDTue.rC rl,{ lraru ol lEril ruruuoJ oJ r-Jsrrr I 'qJrEI,\ prI Jo Jrr?ru-J rno,{ o1 ]rLI}lnJ ii.rcqcuuoy ll,\ l?rq urlIuerJ ut,lstu pa1sa[)0n< :lapuJs I I )xoluo3 nnsuy soqsL,\,\ JSeH 'rrqrunu ar{J rAu! noI s,{es cqs sprE^\rJlJE elrqou laq uo [[E] E,rell eArB plnol no,{ TI pc)lse aq;- i{rpo1 reLrrures 8ur1a1.reru cql puelle ol clqB cq 1,uoin.{rery 1eq1 r{cs oJ IrEru-J lJrnb t? lsnl sr srq; leluures sprEil-rJlJe aru 3ur.r o) nuq {se oslu noI ppoJ alle rc4e depol -rEUrrues 3ur1e>peru cql JIEru ol elqlr oq o1 Suro8 Jou ru,I Morr{ LuJruI{ lal plno) noI >lulll nof op 'Ioo.l 'e"rerl ri.n]I{ s.}r rH ruoc'1nr'1.r)asop1 :ruolg uror'1nr[;)11oE8rd'ru ap "raarsur p.rls;66n5 I Ila.rarurs s '-tc1e1 plnor ol {ooT dn Jeeru ol clrJ ppoi\ no,{ ',r!\er^lalur cql lnoqp -rEarl o] pe13 rilluar ur,1 JgJ SLrlLr.rJJuoJ SrrrJr,rru ure g {oe \ lxeu qJuneJ llnpord Jr Jur JTEJUOJ Ol elBlrsJrl lou Op JSlrJId _iO) 'ertr ]JE]troJ o] Jlplrsaq 1ou op eseeld 'suorlsenb,{ue c,req no,{ JI 'lretu-e rnof.ro1 no,{ )tueqJ 'an3o1e1ur.rno d1dc.r -rnod sr ssa.rppe lreur-J srH aBLrrJeJrLr sales Jql roJ eleI Jq TLI rurq IIe] puB rlu -toJ U,,\r101fl ur1re1,q lleru-; no,t S i I plnoJ ur rlEI aq o) SuroE nr,1 'a-raq cEpr"rpyy,{c11cq;^ ){"rpI,,V I I'l Z '(5 aun{ io] rLrnl S prlpp ralJcl rno{ o1 [1dar ur Suqrmr rup I I Z q9 pS 3t ct eT JI I Jl sldtJ)suDr! af,!])erd * at{tr& t 'r:-'X $ s{e4 Jo/rlsue pup s}drJ)sue4 for the Valcncia plant and the implications of this Therc arc some nLlles on my dcsh, by ths 1v6y Er tharnhs vcry n'ruch l'll see you when I get back (r 2.2 f inall),, Si I 00,000 nrill bc inyested ip product derrelopment Suggrstcd ansu,ers This is clue to dilliculties ncr,r, Hi, it's X{artine here I'm going to be out of the ollicc all daSr Please could 1,ou e+nail X,Itrrtin I(ilsb1, the procluction report lbr the las1 quartcr? Thc lllc's in thc usual RTP folder on the scn cr Thanhs Could you mention that Ztirich's disappointing ratcs arc bccause of problems r,r,ith the old equipmcnt they'r,e got and that Gener,a's rntes are tvr,ice as high as those in Lucerne due to the nen, recruitmcnt policyT lrinally somc Basc] staff rir,ill bc moving to l,ucerne r,r,hen thcir lactory closes probably by July Ilr, thanlis goodb-r,,e r,r,e with thc are experiencing machinery This is as a rcsult of delays installing the ner,r, I machinerl'l r,r,hich vrill mean that our production capacity r,rrill be highcr This nrill probabll, lead to short-term clisruption production This is in respolrsc to an increased demand lbr our latcst Owing to thc sudden increase in demancl for 1.o producls N,{odel xE 12 Because of the increased inr,cstmcnt, 1bekrr,r, 2attachcd lbetnreen 4paragrapl'r Answer key Context mccl.ing B softn:rre A results: Presentation I a lB 2r\ 'i C C report ,l not rrscd Disadvantages Advantages c-mails thrend goocl Ibr longer e-mails helps make the e-mail good lbr shorl hclps l1lrd ol rxe] E ro1 e8uurle eseald noi( ue3 lcseald 'alnqJorcl Telorl lsJlpl ;no.{ eru pucs no,t p1no1,1 t LrorJepourrlrorre € IqBIU Z o1 ryteds o) c{ll p,I a litat sa1i0 Torr I t Snrsn ,{g 'a-rns 1x)01 llroqP sE u"reporu sE lou lnq 'LrJJpoLu su uJJs eq plnoJ lrod;re lEql'J'r 'Ji\IlBJua] eloru Jcl ol 'r pesn sI (Z oJLrJtuJS) /4-rnu lnq '8uree.r8e 1sn[1on :uorJ1]pueruu-roJJ.r lon lnq 'Surpucurruooel ,{13uo.r1s Sr\,\rrA.rrer{} ssc.rdxo s-rJJr,r^r 1snI aql dlol1 ol I prn? serrrallrJs ur prsn an li1;t1;tltlruo,t pue liyl1r.g 'a^rlelLreJ,rn IE-rlneu '8uo.r1s eq ol 8lrrJl"r,u -rno,{ 1o auol erll esri\ ABr.u no-\ e 'elrtod pue JJelrpur lsour aql -ued aql ur eJualrics prroJcs cql saluu-r ;fr.tr- + "' ptiltil ttoli ltput,Xl Jo rsn aLIJ pZ 'tePto fIS Vt J0I J9 BS g,T V€ JZ [I errlrSrrrs cLugrgI pI q r rrflir',lt;"",rlr:o; s t uolleluosoJd spreic-r lscg r\,\oul Jrrr JB lt-Ior{ vt Jr [I '{ea!r }xcu Eurlaaru e ro; Snruroo sr "'rlJuplq a}EBlEI,\i eql '"re rJIu'l Trr?qJrI,,{ }eLI1 p"reerl 1snIe,r,1 e"req Et]Jd s,lr ,rH " rlrorl z's arpn"r rrt atlof-rJ,\U € eQ Lrl?J "rJJr,rr\a e ilEql TTII cLIl € 'q,1;11 Eureer8p 8uo,r1s u SurrrrB 'e t t lAAtAOU oJ UEls Jsnrr J.rarl o)ll)Erd sr isrrur 'lepper aql oJ epnr ro ldnrqu ssJI se ssolJl? eruol lq8rru prre arll 'a\rlJa[pE c,rrleBeu e Bnrsn neq] lJcJrp ssel raqler '(9 arualucs) c,rrlralpu a,rrlrsod I I.IBH SJqSlru lSeB 'aprn8 rno1 eq1 E uP JITrT punos lr :lJa.rrp lso[r aq].rrud cql ur eJLrJJLras ls"ruerl]sc)Eru" lnol.ros JAtJBrJdruraql IocsrlerlJ :7 lreur-i1 v6 t ls"ru Treru-J ;no,( >par1l o1 euocuros 1aB Surlnoqs are no,{ ( ob^odJnd Jnod t cEen8uul dpoq ,{ue t pl"rcr,\ aq1 lnoqBnorqJ ouoIue Z € II.I I )T,ror!\ lxaluoJ nnsuy Aa4 JrErlJrIN -rPao "t.rrusuu p.r ts;Iilit I5 rr p; C b _c 'IrlSlJ le qrmu 1'e5^Pald'urooJqJPcl allnsue uE qllm n-roo"i a18urs E cLU {ooq nori plno;; s;aarsrup.rTs;lilin5 'SJJnJTnJ Uaar!\lJq sl+Jrp lJarrp ssJl/lJa"up Enracl se LrJcs sr JEqr,\ ]Erll eloN 'uor1r:311qo saleJrpLrr puu "re8uo;1s :eJrlpe firrr,rr8 "roj pasn sr (1 orrrolucs) p7rroqs qrnur '9y c8ed uo uor]las cJUJ,r4cH Jql cJS alrnsLra dl"rl _q al8trrs riluo qJunI loJ dn Snrlaaru sr en8eelloJ ll] lprll e.rns ();00 [ JoLr sr rolrJM aLIl orls ol posn osle st (! alraluas) li1tytt1o.r4 ^ (li)gq 'dn uos.rad erll }noqe dluo sr talr;lr {JId II Jq c-rns 3ql lpq]'J'r'er\rJl?lue] aq o] pasn oslE sr (t eruolucs) 7r1lirIy 'ayqrssod Jr liEpr.rd dq ssrrppe :tuoq,{ru ol pLrJS plnoo no,{ jr eq plnoiu J acsecld 'lsnBnV lr 1n1a1e.r8 e Jru I( )r)Ll nt,.{ pTno1\ !18 I rto l"rnl-\TuulC ol lJIJrl urnlJ-i purrfl,rercI rensrru p;r1s;Ii/in5 '" olluur/rI " l Jl)IO1sI " I ptnoJ a"' I,(pIT ,'uorlEpoLuuorJp Ieloq cql )looq t IlilL[>- g leseald rJlra.raJJ,r Eurlooq rno,{ c,req I,{EI{ S ll{31g re1c1 E Ioo} I Jl pulru nof plno i\ t JIpAu.rE rno^ Jo eurrl arll urJIJrroJ nol( plno;1 IIer oJ air elrl no,{ p1nor11 irxe] p':r'q'l'1'[ llu'q 'e 'e '1 '3 :1 lruur-1 ,r,rou,{epr1oq.rno,{ a1e1 1,uprp no,{ JaqlE.r [r.l s 11;odar aql qlli!\ au Surdlcq purru no,i plno^\ alqBIU /iru a8rn:qr o1 alqrssod aq plnoM t aJur r(T uorlEAJeSer 1aloq ,{ru [JJLrEr noI pTnoJ Z 'a-rf nof I Jr s]uarlr rq] dn IJrd 1c11r11 'sluaruarrn bc-r LrorlEpollrtlr 1a1 pue 'no,{ JoJ lrro[rr,\LroJ sl slLI] JI rrruuoJ csee1,1 l1qBru Lepnoy,1 orll uo no{ rol uorleporuuroJre lq8ru.rc,ro )ooq o} sn e4t nod plnom 'os 3i 1fnpscnl aqr:ur,{lqrssod no,t- p1no3 ')[cJ,]\,\ lxJu Surlaeur e "ro3 Surruor c.re no,{ lprll aru sllJl EJlccl 's{ul?ql ,{uu1,'1 ;,,ir:puo14 Jq} uo rurq roJ uorlllpoturuoJJrl JqBIU-tJAo {ooq ol sn sJullilr Jrl Jr pue ,{upscn; cqeru uer cq rJrllaq,,\,\ JJS pue Jm -roJ Irpu-a ue LUILI puas asecld nu p1no3 'nod Iupq] 'lucurorr Jrll lp dlcq ltuE perrr ril[En]Je ],uop I lnq ,r4J(r ol no,i 1o purl J.ra,r s,11 'q8noqt 'ruu eq plnou laeru leql ,{Ep reLI}ou\I 'uaLIl '1.[prp ]{snq e-r.Jr\l esneJaq no,t "rJq]El p,I B -rJr{1EJ 'sIueq.l,.'lno lr 8ur1-ros purtu no.,( plno1yrlllrcl e lou 'rer\\oqs e qllru urool rol pnTsu J se 'c)lelsrut e cq ]qBnu eraql JIII s{ool }] V E s"i.;,nsr :)9 ES q' Jt PZ cI 'r{ll noI r\o"rrotuol dn laaur plnor aM Jr '8nrp1rnq Jql lo rnol E -roJ {se o1 o1r1 lrlErru no1 tr 'alolJ(l {Ep cql ssoq Jn() ll.rl r,u 3r.(Irp; ).\EJl r.rBJ eM I 'IJrs lIo ere ,(aq] 1r ur euoqcl plnoqs c1doe.1 cldoad euros t,ualV :)lltnll no,{ 1,rrop lop.ro ue c)lrl b-prrnos dlun:1ror ]no Jr J.ros, pLrE 'slepro uc,rrB Sntaq aIItl.uop I t iarurl Jxeu 8ur,rc1.yo lellloq l.uo,,\r\ I ',{1de.t lnjaler8un LrE tnoqe 11e;'drr1 ssaursnq srq Llllr!\ d1ar1 o1 pa.ra11o p.1 an8r:a11or e uxrrl ,{ep.rclsed lnuru-a uE lo8 I a ilerl I r!\oq 1snI s.1eq] 'no,{ 11c1 ul]r T puE - }E pelnoqs Snroq er.nod a{ll lool slelrch:r,{es cldoe.f i^TpJrdeJ rrr IIE s.]r rildc,r req ]E {ool }sn[- eJrreralrroJ e o1 o3 01 11o JurrJ aluos Jol ssoq,{ur pa>1sr: 1snI c,r,1 ,']r e^arTaq no,{ plr014 t salilirt< s-t;rrltsr.tu p.r; Ilclrugep ,{11ce"r9 I t's c1rnb5 ,ilq8tqf rp.J! [rc,r7 dlollue 17 '68t6t S8i tn 00 uo aru 8urxe.1 ,{q uorJEA"reSJJ ,{ru tu.rrluoc plnor noI 1r 1n1a1r:r8 Jq plnoru I g lasecld 'MJr^ E qJlrr LuooJ E J^pq 01 alcltssod aq ll plnoM I 'pred uccq rr\prl ol uaJs J,trsaop lrq lJloq JLIJ, stdlDsuor! q *tltd'} some changcs to the progrnmme Was it the 1'ull three days you rt anted to attend ? X, No just Thursclay and Friday F OI(, I'll ash my assistant to send you the programme 1or those tltrr davs Can I just take your e-mail :rddress2 N,tl Yes it's There are three parts to the course: financc, markcting ancl HR Mnrh Draper rirrill be the main trainer for the financc and markcting sessions: Joy Nrlarlonr r,rrill be responsible fcrr HR Do you har,,e any questions about the coursc contcnt? I havc livcd here for tvro years If I had more time I would tahe a course I I thinh that r,r,c shoulcl postpone the next training 6.2 X,{ Hi, Leigh Glad I've bun'rped into you The salcs training er,,ent is going to hnve to be rescheduled, I'rom l 3th April to 15th March F Oh? Someone's o'",erbooked thc vcnuc I see So r,r,ill it be the snme timc - clcvcn to lir,'ei \'{ \tVe're going 1o start a bit earlicr - I'ralf past ten so we should linish half an hour earlier, too Coulcl Srou 1ct Diane N,,1 F hnor,r,? F Surc 5.3 Hi I'm not going to be in till about tr,rrclve C-'ould you e-mail Jane 1br mc and thank hcr for the e-mail? She said thc salcs mccting is today but I havc tomorronr at ten in my cliary Also, she s:rid ne rvere in the boardroom, but I havc bookcd Room 343 l'erhaps you could lct hcr knor,rr Thanks COUTSC many participants on the courses Thc traincr did his bcst to motivatc all the participants Wc all look forr,trard to seeing you soon 'l'hcrc's been a significant incre:rse in the course cost Su.qccsted dnsl{rrs participants linish the report I J vrould leave rr-ry iob 1995 should havc regular breaks to meeting you fall in demand am r,r,riting tahe r,vhich on l)oing have advicc to contact t hearing I sincerely I O I 'm attending / r,r,ill be attending it's [f you're mcct going for lihc rnahc I I Su.r7.r7ested an-su,e T Presentation Wan Participation in a training coursc in A registration lorm and the prograrnmc No the caller receives inlbrmation for Friday only; inlirrmation for Thursday and Fr:iday n as requested He may need to clarify thc dates (different on the programmc and the e-mail; ivhether there nre any changcs to Thursday's programme; r,rrhich norlishop has bcen Neither is very accuratc See Practice Exercise 11 starts :rt elerren o'clock and lrill be in Room I The rvorkshop at I 3:OO has been cancellcd, as the principal speaher is il1 a E-mail lanc about thc salcs meeting l)atc: lomorror,rr 'l'imc: 10 a.m PIace: Room 341 l2 lor an b I a t r-roun { 1e (str//) Bcst r,rrishes Sanclra Review I (costirrg tt lot oJ' nroney') et,entualllJ = adverb long titne\; Jilnllu = adverl.r (.lrrst irr a scric.s) = vcrb (turrr intti): receit,e = rrerb (gct) traincr = noun (soineone ufio gives trainittg'): tTtLiutt = beconre noun (sorrreonr u,/rr.r receiycs trnirrirrg) hou,eucr = aclr,erb (used to adci a surprising or contradictory picce o[ infor:mation); althouqlt = conjunction (dcspite tlrc fact thot) I valuable personnel J Hor,r,ever ,l trainer Finally receirred interested Suggcsled art.su,ers I six nronlhs tlaining courscs am:rttending a linance course J r,r,oulcl lcave sccing you next r,r,eek (r booli that is? contact me i[ you rcquirc adclitional information [3 complaints abou1 thc coursc so far t,aluable = adjectirre (l:Lrt,irtg ruorth); expensllrg = ndjgc[i1r(] (.oJ'!er a Strggested attsr.l,cr I)ear Janc This is just a quick e-mail to lcl you knoir that Sam le1't a voicemail message about the sales meeting Appar:cntly it's taking placc at 10 a.m tomorrorv in Room 34J nnd not todav in the boardroom n thirty; lbur thirty principle = noun (rrLlelbelie.l): pt'inL'ipal = acljectivc (rnain) interesting = trcljective (describes trn object); intcrcstctl = adjectirrc (describes a person's attitudc) pcrsonol = adicctive (conccrninyl nn indit,idr.url\; pcrsonrrcI = fir,c 1br On F'riday, tl-re plenary Practice programme requested Please note few for Friday amended rrersion Evcnt: sales training errent llate: 5th A,Iarch Time: 10.10 a.m 4.30 p.m I 6th l,Iarch { 5th X,{arch: cln cn as you that thcrc aren't any last-n'rinutc amcndrnents to the itinerary for Wednesday and'fhursday, but there are a ncelled) ca 10 October have attached the Iinal conl'erence Thursday and Friday I \tlr Qing Paris r Thank y6u lbr registering for the 'Online Training for Business' conl'ercncc which is taking place in Paris I'rom Answer key I We harren't had 7b 2a 3c 4h 5d 6e 7f 8g 1;\lthough 2r,rrho 3seeing 4interested n-ry job 5it's many Thank you for your c-rnail inviting me to be 5rour plenarl, speaker at thc 'Sales llirect' confcrence in Londor-r ir+ ncxt month I r,r,oulcl be delighted to accept your invit:rtion Howevcr I would be r,cry gralclul if you coulcl lct mc hnon as soon as possible nhen exactly thc conlercr-rcc is taking place, in nrhich centre and n hat I should spcah about F Amcrican English British English cancclccl cancellecl ccntrc colour : ccnter color organize licensc practicc organise licence practisc 1ravclcr labor L) theertcr I traveller labour thcatrc m Transcriots and answer =EI l[...]... seqreo,rdde aq1 ,o r{)lq11 E 'qreo.rdde q)Eo ro sa8eluuapeslp pue seteluelpe aql raplsuo) Z q 'slrelop reqlJnJ Surureluoo (1u1o4re,tlo4 'lerxfl 'proM ut '3 'e) lueruqce]le ue apr,ro;d pue uoqs e8 esseru.rnod daay 7 'ltloleq uorlEruroJur FluorlrppE apr,rord pue 'lrElu -e eq1 ;o asodrnd eq] scu{ lsrlJ eql q azlJeurruns € ^aal 'e8 t:ssaru snornard erp Jo (s)UEd ?ueleler elone 7 epnlrul I dlder.rnol( qlEeueq Ireru-c... ll Dear steve llrrrrnr, you for your e- mail Please see my responses in between your requests ll o"to* ll sest wishes ll rn,,i il Please could you qive me the production frgures for last August? I need to llsend them to head offrce by the end of the week ll> lll',"r'r" I on your desk ll > I need to see all the production staff on Thursday Can you ring around and llarrange a suitable time for everyone,... capacity There will be a short delay in responding owing to the Postal strike costs line Directing the reoder See manager below for further information operatives Figures can be found below See problems paragraph 3 for full details rates Please flnd attached targets As you can see in the attached file, ' Point 4 above deals with ' My responses can be found directly after each of your questions As stated in... Giving exomPlesl explanotions two sentences Which of the underlined phrases is used 4 Look at these to give: 1 an example? 2 an explanation? a The meeting is in HR2,that is, Room 2 in the Human Resources building b I think we should invite a member of the Finance Department to the meeting, for example Claudio 5 Look 1 2 at the phrases below Which are used to give: an example? an explanation? for this means... these sentences using words and phrases from Exercise 8 on page 25 1 Only hall the stalT turncd up at the mccting, ccgiving a reminder the day before 2 Can you take the m.inutes for us today, ]ane? Coulcl you type them up after thc mccting? I'd lil ... slruu -e Jo ouer eql sl }pqM 23urlearu e 1E ro auoqd oql uo,qluelJUJe crotu qll^{ lleep eq,!pn1ce p1noc.,{ep qJee e^ roJer ro pues no.{ 1eq1 slrelu -e eql ;o a8elueored 1eq,1,1 f] f E ""' :reqlo E t... euo eql a{ll >lro t.oure4 e Sursn 'eldruexe;o; 's11qs.rno.,( Surdolenap uo se}ou e> lelzn iseullpeep cIlsITEer ylesrno,l ezu8 o1 pydlaq sr ll ]Eq] e1 o51 'eceld>1ro^ aq] ur peuJeel e, req nod esllreJd... ezrs Ireu -e 8ur1uu prole ol puu'repeeq Ireru-o eql ur setueu Jo Sur,teq pto^B ol pleu aql Jo peolsut pleqt elu pue (.'c1a'ptor11) lEruJoJ eql leq] Je, eceJ eql uE pues 01 peeu op no.(;1 'elqrssod;r