CC unit 1, letter layout TC

Commercial Correspondence COURSE INTRODUCTION     Instructor: Nguyễn Mai Hương, M.A Faculty of English for Specific Purposes, FTU Handphone: 0912 726 217 Email: nguyenmaihuong_ftu@yahoo.com Duration: 13 Jan – 14 March 2012 Workload: classes/week Exam date: 16 March 2012 CoURSE INTRODUCTION Materials The Language of Business Correspondence in English Nguyễn Trọng Đàn Oxford Handbook of Commercial Correspondence – A Ashley COURSE INTRODUCTION      Areas covered Letter layout, content and style Enquiries and replies to enquiries Quotations /Offers Orders Complaints and adjustments Commercial Correspondence Unit Letter Layout, Content and Style Letter Layout Sender’s address References Date Inside address Attention line Salutation Subject title Body of the letter Complimentary close 10 Sender’s identification 11 Enclosures 12 Copies Sender’s address Bredgade 51 DK 1260 Copenhagen K DENMARK Usually: top righthand corner Less common : top left-hand corner No punctuation  Sender’s address In company’s letterhead  Compuvision Ltd Warwick House Warwick Street Forest Hill London SE23 1JF Telephone +44 (0) 20 8566 1861 Facsimile +44 (0) 20 8566 1385 Email staff@comvis.co.uk www.comvis.co.uk References   At least one blank line below the sender’s address or letterhead Right-hand side or left-hand side of the page Bredgade 51 DK 1260 Copenhagen K DENMARK Your ref May 20 Our ref DS/MR References Can show: • Initials of writer and PA/secretary DS/MR or DS/mr • Number of the letter or dept 134/17 or DR 306 • The date or the order number  ELECTRICAL SUPPLIES LTD 29-31 Broad Street Birmingham B1 2HE Tel 0121-542 6614 DS/MR 10 Structuring the body Conclusion (Action or Response) State the action expected from the recipient • State the action you will take as a result of the details provided E.g Please let me have full details of the costs involved If payment is not received within seven days, this matter will be placed in the hands of our solicitor • 31 Structuring the body Close Usually, a simple one-line closing sentence E.g I look forward to meeting you soon A prompt reply would be appreciated Please let me know if you need any further information Incomplete sentences like these should not be used: Hope to hear from you soon Looking forward to hearing from you 32 Content and Style Remember your ABC Be courteous and considerate Include all relevant details Use active, not passive voice, when possible Be consistent 33 Remember your ABC Accurate  Check facts carefully (titles, names, dates, references, prices, measurements…)  Proofread thoroughly (tenses, spelling, grammar, punctuation, enclosures…) 34 Remember your ABC Brief Keep sentences short and use simple expressions Use the second way of expression in the following examples o  o  We would like to ask you to… Please I have pleasure in informing you I am pleased to tell you 35 Remember your ABC Brief o We not anticipate any increase in prices  We not expect prices to rise o  o  I should be grateful if you would be good enough to advise us Please let me know We would like to express our regret at being unable to fulfill your requirements We are sorry we cannot meet your requirements 36 Remember your ABC Clear  Plan before you start writing Make sure you     say everything you want to say, and in a clear sequence Use simple English Avoid formality and familiarity Do not use abbreviations that your reader may not understand Write numbers in words as well as in figures 37 Be courteous and considerate  Should not be so simple that it becomes rude  Avoid using short forms like “I’ll” or “don’t”  Understand and respect the recipient’s point of view  If you feel some comments are unfair, be tactful and try not to cause offence  Reply promptly to all communications If you cannot, write a brief note and explain why 38 Be courteous and considerate Instead of We cannot anything about your problem Write Unfortunately we are unable to help you on this occasion Your television’s guarantee Your television’s guarantee has is up, so you will have to ended, so unfortunately you pay for it to be fixed must bear the cost of any repairs you’ll get your money back the loan will be repaid prices have gone through the roof prices have increased rapidly 39 Include all relevant details Instead of Write My flight arrives at 3.30 on Wednesday My flight BA121 from London Heathrow should arrive at Singapore Changi Airport at 1530 on Wednesday 12 June Our Sales Manager will contact you soon Mr John Matthews, our Sales Manager, will contact you soon 40 Use active, not passive voice Active voice: more personal, natural and focused: more interesting and clearer Passive voice: creates a distance 41 Use active, not passive voice Instead of Write Arrangements have been made for a repeat order to be despatched to you immediately I have arranged for a repeat order to be sent to you today The cause of the complaint has been investigated I have looked into this matter Sales of the X101 have exceeded all expectations X101 sales have gone sky high 42 Use active, not passive voice Passive voice, however, would be more appropriate in some occasions as follows Giving extra emphasis to a particularly important noun Instead of: All the leading hotels in Singapore recommend our service Say: Our restaurant has been recommended by all the leading hotels in Singapore 43 Use active, not passive voice Passive voice, however, would be more appropriate in some occasions as follows Placing focus on the action not the actor The noise was heard all over the island When you want to hide something or tact is important An unfortunate mistake was made 44 Be consistent  In layout  In style  In details Instead of: I confirm my reservation of a single room on 16/7 and a double room on 17 Oct Write: I confirm my reservation of a single room on 16 July and a double room on 17 October 45 ... covered Letter layout, content and style Enquiries and replies to enquiries Quotations /Offers Orders Complaints and adjustments Commercial Correspondence Unit Letter Layout, Content and Style Letter. .. Unit Letter Layout, Content and Style Letter Layout Sender’s address References Date Inside address Attention line Salutation Subject title Body of the letter Complimentary close 10 Sender’s identification... INTERNATIONAL CONFERENCE – 24 AUGUST 2011 or Re: ORDER NO 8901/6 19 Body of the Letter  The actual message of your letter  Leave a line space between paragraphs 20 Complimentary close Two most