Business letters

Look at these two examples of how to set out a business letter.

Example A

32 Hampton Park Road

Hereford
HR1 2TH
[Date]
The Manager
Ainsworth Industries
4-6 Austin Drive
Barnley
S71 4BL
Dear Sir or Madam
Account Number AH 11719
Xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
Xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
x
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx

Yours faithfully
[Signature]
Mrs Joan Travis

Example B

Ainsworth plc
4-6 Austin Drive
Barnsley S71 4BL
Telephone 01226 754 77
[Date]
Mrs Joan Travis
32 Hampton Park Road
Hereford
HR1 2TH
Dear Mrs Travis
Account Number AH11719
Xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
Yours sincerely
[Signature]
Mrs Rita Shaw
Accounts Manager

Points to note
Example A shows the layout of a letter that may be sent to a business by an individual.
The senders address is at the top of the letter. Note that the senders name should not be
stated in this address.
Next is the date, followed by the recipients address.
If the sender does not know the recipients name, the greeting is Dear Sir or Madam.
(Dear Sirs is still used but is increasingly considered unacceptable.)
If the writer knows that the addressee is a woman but does not know her name, Dear
Madam is acceptable. Similarly if the addressee is a man, Dear Sir can be used. In both
cases the job title will need to be included.
A subject heading is often placed before the body of the message.
2

When Dear Sir or Madam, Dear Sir or Madam is used, the closing is always Yours
faithfully.
After the signature, it is helpful to state the name (clearly written or typed) of the sender
and to include Ms, Miss, Mrs or Mr.

Example B shows the layout of a letter that may be sent out by a business. The basis of the
layout is similar to the one shown in Example A. However, note the following differences:
The senders address is at the top of the letter but it is often centred and pre-headed
(standard notepaper used for all letters from the firm).
If the recipients name is known, it is included in the recipients address and the greeting
uses the name (Dear Mrs Travis). The accepted practice is that if the name is known, it
should be used.
If a persons name is used in the greeting, the closing is always Yours sincerely.
After the final statement of the senders name, his or her job title should be given.

Standard Phrases
The Reference:

With reference to your advertisement in the Hong Kong

Standard, ...
Further to your letter of 23 March, ...
Regarding our meeting last week, ...
Thank you for your letter of 5 May.

The Reason for

I am writing to enquire about ... apologise for ... confirm ...

Writing:
Requesting:

Could you possibly ... ?

I would be grateful if you could ...
I would appreciate it if you could ...
Please would/could you ...

Agreeing to Requests:

I would be glad/happy to ...

Giving Bad News:

Unfortunately ...
I am afraid that ...
I regret that we are unable to ...

Enclosing

I enclose ...

Documents:

We have enclosed ...

Enclosed you will find ...

Closing Remarks:

Thank you for your help.

Please contact us again if we can help in any way / if you have
any problems/questions/queries.

Reference to Future

I look forward to hearing from you soon.

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Contact:

I am looking forward to meeting you next Tuesday.

The Close

Yours faithfully, (If you don't knowthe name of the person you're
writing to)
Yours sincerely, (If you know the name of the person you're
writing to)
Best wishes,
Best regards, (If the person is a close business contact or friend)

Making and Replying to Enquiries

Making Enquiries
We write an enquiry when we want to ask for more information concerning a product, service or
other information about a product or service that interests us. These letters are often written in
response to an advertisement that we have seen in the paper, a magazine, or a commercial on
television when we are interested in purchasing a product, but would like more information
before making a decision. Remember to place your or your company's address at the top of the
letter (or use your company's letterhead) followed by the address of the company you are writing
to. The date can either be placed double spaced down or to the right.
Important Language to Remember
The Start:

Dear Sir or Madam

To Whom It May Concern:

The Reference:

With reference to your advertisement in...

Regarding your advertisement in! K

Requesting a brochure,

(After the reference, add a comma and continue) - With reference to

catalogue, etc.

your ...,
would/could you please send me details of ...

Requesting Further

I would also like to know ...

Information:

Could you tell me whether ...

The Close:

Yours faithfully - (very formal as you donot know the person to whom
you are writing)

Sample Letters
To Whom It May Concern:
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With reference to your advertisement in yesterday's South China Morning Post, could you please
send me a copy of your latest catalogue?
I would also like to know if it is possible to make purchases online.
Yours faithfully
Dear Sir or Madam
Business English Courses
Regarding your Business English courses, I would appreciate it if you could fax me details of your
upcoming courses.
Furthermore, could you fax me a subscription form for The Language Key magazine?
Yours faithfully

Practice Enquiry letter

You are the marketing coordinator of Global Watch Inc, a local watch manufacturer in
Sheung Shui (15/F, Vincent Building, 50 Sheung On Road, New Territories). The 2015

International Watch Fair is taking place at the Hong Kong Exhibition and Convention Centre
in one month's time, from 10 to 13 February. Since many of your customers are attending the
fair, you are organising a sightseeing programme for your 50-odd overseas customers during
this period.
Yesterday, you visited the Hong Kong Tourism Board website and came across a programme
called "Life!" for incentive travel and corporate meeting planners. On reading this, you felt
that your customers might be able to enjoy some of the programme's features.
Below is an extract from the web site:
LIFE!
Privileges for Incentive Travel & Corporate Meeting Planners 201Life is a reward: Hong Kong is a non-stop treat!
A trip to Hong Kong is, for many, the supreme travel experience. The opportunity to experience life
to the full. Or the ultimate reward.
To make your event in Hong Kong memorable and enjoyable, the "City of Life" and the Hong Kong
Tourism Board offers extra-special privileges to corporate events planners to make the event the most
fulfilling one.
Special Bonus for ail groups with a stay for 5 nights or more:
An One-Day Island Hopping Pass (completed with a guide book and a souvenir) for each overseas
participant. The pass offers unlimited ride to outlying islands of Hong Kong: Cheung Chau, Lantau
and Peng Chau in one day. An excellent tool to explore the other side of the city to visit the Buddha
statue and Po Lin Monastery in Lantau, and the colourful narrow lanes, old shop houses and ancient
temples in Cheung Chau and Peng Chau.
Welcome literature and souvenir for all overseas participants:

A specially designed souvenir, compliments of the Hong Kong Tourism Board.

'City of Life: Hong Kong is it!' VIP card with great discounts on Hong Kong's finest shopping.
'Visitors' Kit' and 'Attractions' -handy leaflets and guides to experience Hong Kong.
Complimentary copies of the Hong Kong Street Map.

REQUIRED
Write an enquiry letter to the Hong Kong Tourism Board asking for further
information about the programme and requesting samples of the welcome literature
and souvenirs for your overseas customers. Since most of your customers will stay in
Hong Kong for four nights only, also ask the Board if the One-Day Island Hopping Pass
can still be made available to them.
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Replying to Enquiries
It is very important to make a good impression when responding to enquiries from potential
customers. Of course, the best impression will be made by providing the materials or information
that the perspective client has asked for. This positive impression will be improved by a well
written response.
Remember to place your or your company's address at the top of the letter (or use your
company's letterhead) followed by the address of the company you are writing to. The date can
either be placed double spaced down or to the right. You can also include a reference number for
correspondence.
Important Language to Remember
The Start:

Dear Mr. Ms. Mrs. Miss

(VERY IMPORTANT use Ms. For women unless asked to use Mrs or
Miss)

Thanking the Potential

Thank you for your letter of ...enquiring / asking for information

Customer for His/Her

about ...

Interest:

We would like to thank you for your letter of ... enquiring / asking
for information about ...

Providing Requested

We are pleased to enclose ...

Materials:

Enclosed you will find ...

We enclose ...

Providing Additional

We would also like to inform you ...

Information:

Regarding your question about ...

In answer to your question/enquiry about ...

Closing a Letter Hoping for We look forward to ... hearing from you / receiving your order /
Future Business:

welcoming you as our client/customer.

The Close:

Yours sincerely (remember use 'Yours faithfully' when you don't

know the name of the person you are writing to and 'Yours sincerely'
when you do).

Sample Letter
Dear Mr Chan
Catalogue
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Thank you for your enquiry of 12 September asking for the latest edition of our catalogue.
We are pleased to enclose our latest brochure. We would also like to inform you that it is possible
to make purchases online at www.jacksonbros.com. Moreover, you will receive a discount of 10%
for any purchases made online.
We look forward to welcoming you as our customer.
Yours sincerely

Replies to Letters, Faxes, and Emails of Enquiry

MOST REPLIES to letters/faxes/emails of enquiry have a similar organisation. Usually, they
consist of three or four paragraphs, although the length of the paragraphs varies depending on the
nature of the enquiry. The second paragraph, in particular, may be either very short (in the case of
a reply to a request for documentation) or quite long (in the case of a reply to a request for advice
or a request for a quotation). Let's look in more detail at the typical organisation of such replies,
and at some expressions commonly used in this type of business document.
OPENING PARAGRAPH
Acknowledge enquiry. Refer to date of enquiry and summarise request.
Thank you for your letter of 1 July enquiring about our range of women's handbags.
I have received your letter of 2 August requesting information about our photocopiers.
I was pleased to receive your letter of 15 July regarding your company's decision to use our

training services.
PARAGRAPH 2 (AND FURTHER SUB-PARAGRAPHS)
1. Repeat the query as briefly as possible.
2. Supply enough information to fully answer the query and answer further queries
the reader may have later.
3. Arrange information so that it can easily be understood, e.g. first, second, third; use
numbered or lettered sub-paragraphs.
Replies to Requests for Services
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Would it be convenient for our technician to visit your office on 13 July at 10.00 a.m.?
We can arrange for our service engineer to visit you within two days of receiving your
confirmation.
Replies to Requests for Advice
Use conditional statements for explanation of a problem:
In order to avoid this, store your paper in a dry place
Ensure that the paper is dry so as to avoid this problem.
Use modal verbs to speculate on the cause of a problem:
Your copier may be jamming because of damp paper.
Damp paper could be causing your copier to jam.
Replies to Requests for Documentation
State that you have enclosed the requested documentation:
We have enclosed the sales brochure you requested.
Replies to Requests for Quotations
Give full details of the quotation:
The above prices include all packing and shipping costs.
Prices quoted are inclusive of shipping costs.
State terms of the quotation and when goods will be delivered:
This quotation is valid until the end of August 2003.
Shipment will be within 10 days of receiving your order.
Please allow three weeks for delivery.
Replies to Requests for Quotations
Give full details of the quotation:
The above prices include all packing and shipping costs.
Prices quoted are inclusive of shipping costs.
CLOSING PARAGRAPH
Express the hope that the information given will be useful and look forward to hearing
from the reader in the future:
I hope this information will prove useful to you.
I hope this quotation will prove acceptable to you.
I now look forward to receiving your confirmation of the arrangement I have

provisionally made regarding the visit of your representative.

Invite the reader to make further enquiries:
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Please call me if you require any more help on this or any other matter.

We look forward to hearing from you again in the near future.

Starting and Finishing Letters, Memos & Emails

In letters, memos and emails, clear beginnings and endings are very important. These are the first
and last things that are read, and are therefore likely to leave the greatest impression on the
reader.
Starting Well
Your first sentence should be clear, concise and written in modern English. This is easily
done if you can avoid three common errors.
Error 1: Writing an Incomplete Sentence
All these sentences are incomplete:
Further to your letter of 3 June concerning the trustees of the P F Smith 1994 Settlement.
With reference to our previous communication notifying you of the transfer of the
administration of the above policy to National Mutual with effect from 9 May.
In response to your letter to John Hui dated 19 April.
Regarding your claim for attendance allowance.
Referring to your letter of 10 January about delayed frequency allocations.
Each statement needs to be continued and completed, inserting a comma instead of a full stop.
For example:
Further to your letter of 3 June concerning the trustees of the P F Smith 1994 Settlement, I
am pleased to enclose the form you requested.
Regarding your claim for attendance allowance, I need to ask you for some more
information.
Alternatively, you could insert a main verb at the start to complete the sentences:
Thank you for your letter of 3 June concerning the trustees of the P F Smith 1994
Settlement.
I refer to your claim for attendance allowance.
Other verbs that will do a similar job include 'I acknowledge', 'I confirm', 'I write to explain'.
These alternatives are preferable for another reason; they use personal words like 'I', 'you' and
'we'.
Don't be afraid to write a one-sentence paragraph at the start of a letter, memo or email.
Thank you for your letter of 13 April 2003.
If you are taking the initiative, rather than responding to an enquiry, these phrases may be helpful
to get your first sentence off to a good start:
You are warmly invited to...
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You may be interested in...

This is an opportunity to...
Now is a good time to consider...
Or you could ask a question - preferably one to which the reader will answer yes:
Does your office have old and outdated law books gathering dust in corners? Would you like
to create some extra space for yourself, and see those books go to a good cause at the same
time? If so...

Practice
You are Maria Luk, Manager of Fabulous Fabrics. Today you receive an enquiry letter from a
new customer.
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Beautiful Bags Ltd

6/F, Sunrise Building
124 Harcourt Road
Wan Chai
12 December 201Ref: xxxx
Fabulous Fabrics
7/F Sing Lee Building
137 Boundary Street
Shamshuipo
Dear Sirs
Enquiry about your latest products
I am writing to enquire about your latest products.
We are a company specializing in the production of handbags for women. We are sourcing
the right materials for some of our customers orders. Last week, when I visited your shop in
Boundary Street, I found several of your samples quite suitable.
We would be grateful if you could send us your latest catalogue and price list before we
decide on what to order. Please also advise us of your delivery schedule.
Although we have never ordered any products from you before, we would be grateful if you
could give us a discount and a 7-day credit period.
Meanwhile, if you have any questions, please contact us at 2234 3234.
We look forward to receiving your reply soon.
Yours faithfully
Francis Lee
Francis Lee (Miss)
Assistant Merchandiser
REQUIRED:
Write a reply letter to Beautiful Bags Ltd thanking them for their interest in your
products. You will be happy to provide the latest catalogue along with the price list.
Shipment is usually sent within two working days provided that stock is available. The
company accepts cash or company cheque and a 5% discount will be offered for orders
12

over the amount of HK$20,000. Tell them that you do not offer any credit payment at
the moment.

Practice
You are Jones Chung, Customer Service Assistant for Fanasonic, a company that supplies
network cameras and related installation service. The company is located in Shek Kip Mei
(Good Luck Commercial Building, 5 Wai Yin Street, Shek Kip Mei). The company website is
www.fanasonic.com and the telephone/fax number is 9876 5432. Jane Greenwood, Customer
13

Service Manager, asks you to reply to the following enquiry by letter.

Dragon Time Machine

184 Lok Lam Road
Tsuen Wan
Tel: 3456 7890/Fax: 7890 3456
25 October 201X
Fanasonic
Good Luck Commercial Building
5 Wai Yin Street
Shek Kip Mei
Dear Sirs
Would it be possible for you to send us a catalogue and price list regarding your network
cameras? A friend of ours, Ms Silvia Choi at Office-Equip, recently bought a network
camera from you. She is satisfied with its quality, and has recommended you.
Our shop will soon develop a showroom and a stockroom. We need a security system, and,
for each room, plan to install three cameras that are similar to the one bought by Ms Choi,
but smaller. We should also appreciate your advice on wireless security network.
I look forward to hearing from you soon.
Yours faithfully
Tim
Tim Lee
Shop Manager

You check the sales records and find that the network camera purchased by Ms Choi was a
BL-C1 Network Camera. The BL-CX belongs to the same range but is smaller in size. Here
are the notes that you make for the letter to Mr Lee.
-

Remember to acknowledge the receipt of the enquiry catalogue enclosed

Mention Ms Chois model recommend BL-CX

BL-CX = same high standard but smaller and with an additional function: colour night view
adjustment ideal for wireless security network

Many other possibilities different models to consider

Mention telephone, arrangement for a visit, and website (Full description of products and
services)

14

Offer a 5% discount on sales over $10,000

Write the letter.

Complaint letter
Structure of a complaint letter
[Your address]

15

[Date]
[Receivers name, department, address]
Dear _____________
[Subject]
[Introductory paragraph: setting a scene]

Describe what has gone before so that your complaint has a background

[Main body: making the complaint (mild or strong: handout p.7-10)]

Mention details which can help explain the complaint

e.g. describe what the damage is, how late the delivery is, what was received and
what was ordered, what the poor design features are, what the wrong goods are OR
what the incorrect quantities of goods are

Refer to the inconvenience that you have had to suffer

Make realistic, concrete and constructive recommendations about what you would like
to happen or what you want the reader to do to rectify the situation

[Closing paragraph: making your position clear]

Mention what you will do if your request is not granted (warning: handout p.10)

Enclose the related documents (e.g. order letter, invoice, packing list...)

Give a polite closing

Yours _______________
[Signature]
[Your name (Mr/Ms)]
[Job title]
Encl
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Useful expressions
Starting your letter:
Last month, we ordered two dozen copies of Contemporary Business Writing
from you.
Our consignment of Fujita overhead projector pens was delivered this afternoon.
We have just received a consignment of personal computers from your company.
The above shipment of components was delivered today, and was checked on
delivery
Making the complaint
On checking the goods I discovered that it did not function.
I cannot possibly use the goods you sent me because the parts do not work.
Several parts of the goods are
scratched/dented/cracked/broken/warped/bent/twisted.
I really must complain about the quality of the goods that you recently sent us.
You have supplied items which fall far below the standard expected.
You stated that you would be able to deliver our order in September. Now it is
December and we are still waiting.
When we discussed delivery dates, you assured us that you could deliver by...
However, the goods are now two weeks late.
There is a mistake in your invoice of You state that we received However, we
received
You have sent us the wrong items. We ordered but you have sent us

Referring to the inconvenience caused

Your slowness is causing us a great deal of inconvenience.
We already have many advanced orders which we shall now have to postpone
because of your poor quality control/inefficiency/slowness.
We urgently need these computers to upgrade the administrative functioning of
our offices, and your slowness/poor quality control/inefficiency is causing a
great deal of inconvenience
Making recommendations
I should be obliged if you would replace the goods you delivered with the correct
ones.
17

I should be grateful if you would give us a complete refund for the defective
goods which were delivered.
I trust you will arrange for a new invoice to be issued in the near future.
I should appreciate your looking into this matter and arranging for delivery
within the next three days.

Making your position clear

I enclose the order letter, invoice, packing list for your reference.
I regret that unless you can comply with my request within three days, I shall be
forced/compelled/obliged to consider cancelling my order.
If you do not refund all of the money we have paid, we shall have no choice but
to seek legal advice in the matter.
I am looking forward to hearing from you in the very near future.

18

Practice
You are Wendy Li, Purchasing Manager of Sparkle Gifts Ltd. You placed an order for
portable electronic games players (model: WEA 12) with HiTech Electronics on 17 May
2007 after seeing a demonstration by one of the sales assistants at their showroom that
morning.
Today you received your shipment and paid for the products. However, you found that more
than half of the machines do not function properly. You are very disappointed with the
quality of these machines because they are not as good as the model demonstrated by the
sales assistant on 17 May. To make matters worse you have already included the WEA 12 in
your new catalogue and have received a large number of enquires about this model. You are
worried that you have to remove the product from your catalogue and explain to customers
that it is not available.
Below are the facts relevant to your order:

100 model WEA 12 portable games players

Unit price: HK$1,000 each (total price: HK$100,000)

Cash on delivery (COD)

Your company address is:
20/F Wing Lok Building, 200 Kings Road, North Point.
The address of HiTech Electronics is:
10/F Bright Tower, 123 North Road, Causeway Bay.
Required:
Write a letter of complaint to Jack So, Sales Manager of HiTech Electronics, stating your
case and demanding a refund of the money you have already paid for the shipment. If it is not
possible for you to be given a refund, ask for the portable games player model WEA 14 to be
sent as a replacement instead. Moreover, state that this is the first time you have transaction
with HiTech Electronics, but it may be the last.

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Adjustment Letters - Structure, Language & Tone Introduction

THESE LETTERS are written in reply to a complaint. This form of correspondence is
particularly challenging because you need to empathise with the customer while putting forward
the position of your company.
The content, tone and structure of an adjustment letter depend on the following questions:

Is the complaint justified (in whole or in part)?

Did the customer request a specific action?

Is the requested action possible?

Can a compromise be suggested?

Maintaining the goodwill of customers and clients is the main objective when writing adjustment
letters. Therefore, not only does writing letters of adjustment require problem solving skills, it
also requires public relation skills.
Subject Heading
When writing replies to letters of complaints, the subject heading should be 'neutral' and contain
no negative language referring to the complaint. For example, when replying to a letter of
complaint about the impolite service of a member of your staff, your subject heading should
relate to what the complaint is about rather than the negative side of the complaint.
Complaint about Staff(too negative)
Impolite Service of Staff (too negative)
Complaint (too vague)
Attitude of Staff
Staff Customer Service
In general, follow these rules:
1.

Avoid the use of the word 'complaint'

2.

Avoid negative sounding language, e.g. delay, rude, damaged, lack of ..... etc.

3.

Begin your subject heading with a noun or gerund, not a verb.

The First Paragraph

This paragraph usually includes:
a) An acknowledgement that you have received the complaint.

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I refer to your letter of 23 April regarding the application process.

I am writing in reply to your letter of 23 April about the application process.
Generally speaking, you should avoid the 'you' approach. You should also avoid using negative
language. If you write something like "about your dissatisfaction with our high service
charges...", you are creating a negative tone and will find it more difficult to convince the
customer that the charges are, on the contrary, reasonable.
b) An expression of thanks
Thank you for bringing this matter to our attention.
We appreciate your bringing this matter to our attention.
Thank you for giving us the opportunity to look into our standard of customer service.
Of course, these two functions can also be included in a single sentence.
Thank you for your letter of 26 April regarding the incident in our Kwai Fong branch last week.
If the complaint is justified, an apology is also usually offered. The
following expressions are commonly used:
I apologise for the inconvenience that you have been caused. I hope you have not been too
inconvenienced. Please allow us to apologise for the inconvenience caused.
The Second Paragraph
This paragraph usually begins with the short description of how you investigated the complaint
(e.g. checking records, checking policy, interviewing the staff involved, etc.). The following
openings are commonly used:

I have checked with the office manager and he informs me that the telephone system was being
repaired during the morning in question.
Having checked with the branch manager, it is clear that. After checking your account records,
I found that According to our records, the information was correct when it was published.
The findings of your investigation should be summarised in the next sentence.
The long queues formed because of the unusually high number of customers that morning. The
increased demand for our banking services that morning was due to the sudden and extreme
shifts in the foreign currency market that had taken place overnight.
21

When describing your findings, you should avoid blaming anyone,

as in the following examples:

You misunderstood our requirements.

The Personnel Department lost your application.
The shop assistant was at fault on this occasion.
The Third Paragraph
You should state your decision, that is, whether or not you feel that the complaint is justified. If it
is justified, this statement is often in the form of an apology. In this paragraph, you should briefly
explain why the mistake or problem occurred and what you will do to prevent it from recurring.
Note: If your company is at fault, it is quite common to apologise twice in the letter once at the
beginning and once in the main body of the letter (or near the end).

I apologise for the inconvenience that you have been caused. Although it is impossible to
accurately predict the number of customers who will use a branch on any given morning, I am
aware of the importance of maintaining a flexible staffing system that can meet unexpected
surges in demand. The branch manager has assured me that he will prevent such long queues in
the future by using the managerial and clerical staff to support the tellers in providing service to
our customers.
If the complaint is not justified, explain politely why not. These rejections can be expressed
indirectly or directly depending on the nature of the complaint. If a specific adjustment request
has been made and the complaint is unjustified, you have to use the direct approach.
Indirect Rejection:

Although the period needed to process mortgage applications does appear to be relatively long,
this time is required to accurately assess a propertys value and the credit standing of the
applicant. As millions of dollars are involved in each mortgage application that we handle, we
need to be very careful in our analysis.
Direct Rejection:
I regret to inform you that we cannot offer the requested compensation. The maximum allowable
22

overdraft of $xxx is clearly stated in the application form.

Direct Rejection:
I am afraid that we will be unable to refund the money. Regrettably, a member of your staff
appears to have made an error when filling in the transfer request. Our customer services operator
processed the transaction as requested.
The following expressions can be used for direct rejections:
I am afraid that
I regret that
Unfortunately, we are unable to
Regrettably, we are unable to
You should never say it is company policy without explaining why your company has such as
policy.
All the steps are necessary to keep accurate records and minimize the chance of mistakes.
Action your Company will Take:
If you feel that a complaint is justified and some compensation or action (directly involving the
customer) is due, then you should state this at the end of the third paragraph or in a new
paragraph. Even if the complaint is not justified, you can still offer compensation (e.g. a refund)
to maintain customer goodwill.

In view of these circumstances, we have arranged with the department concerned to refund the
application fee for last year. A cheque for this amount will be sent to you separately within 10
working days. (Justified)

Here at HBS Services, we believe that your satisfaction is our top priority. Therefore, to make up
for the inconvenience that you have suffered, we have arranged to refund the application fee for
last year. A cheque for this amount will be sent to you separately within 10 working days. I hope
you will find this arrangement satisfactory. (Unjustified)

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Statement of how a Problem could be Avoided:

If you cannot do anything to solve a problem to satisfy a customer, at least you can tell them how
to avoid such problems in the future:
To avoid this situation in the future, please request that people use your full name when writing
cheques to you.
Final Paragraph - Statement of Goodwill
This ends the letter. Commonly used expressions include:
We look forward to your continued business.
We look forward to meeting your financial needs.
Thank you once again for bringing this matter to our attention.
We apologise once again for any inconvenience caused.
I hope that the above incident will not affect our business relationship.
Sample Adjustment Letters
JUSTIFIED
Delivery of Order No. 39587
I refer to your letter of 16 July regarding the delay in delivery of your order for electronic
components. I do hope that your company has not been too inconvenienced by this.
I have checked the matter with our distribution officer who informed me that we have been
experiencing a number of problems with the new transport company. I am afraid that the delay in
delivery was due to their unreliability.
I really must apologise for the inconvenience you have been caused. I assure you of a more
reliable delivery service in the future.
Meanwhile, I can arrange for the overdue order to be delivered to your factory by messenger
within two days.

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If you are happy with this arrangement, please contact me as soon as possible.

UNJUSTIFIED
Delivery of Computers
I refer to your letter of 18 December, 2000, regarding the delivery of your order for 24 Tanson
486 DX2 computers. Thank you for bringing this to my attention.
According to our Accounts Department, although we iscussed delivering the above computers by
2 December, in fact we did not get your order until 21 December - the same day as your letter. I
am afraid the delay in delivery has been due to our not receiving the order for these two weeks.
I regret, therefore, that we cannot guarantee delivery before Chinese New Year. As I mentioned
earlier this month, this time of year is very busy for us. However, as it is clear that you have been
inconvenienced by this unfortunate situation, we are prepared to offer you the loan of 24 Tanson
Pentium III computers until such time as we can deliver your order.
If this arrangement is acceptable to you, please contact me as< soon as possible so that I can make
the necessary arrangements.

25

Practice
Situation
Mrs Clara Smith, the Manager of Super Computer Sales, asks you to reply to the following
letter which she has received. She suggests that you should check the details given by Mr
Fenton. She says, Arrange to fix the problem with the computer immediately. Dissatisfied
customers are bad publicity for us. However, the Liam 125 laser printer will only print in
black. That should have been made clear to Mr Fenton when it was given to him. The Liam
225 prints in colour. Tell him that we can supply the 225 at 120 extra. The letter should be
in my name.
18 Lancaster Road
Exeter
Devon
Exeter
EX6 8YH
13 November 201Super Computer Sales plc
110 120 Long Road
Exeter
Devon
EX2 3SG
Dear Sir/Madam
In March of this year, I bought an Aster 8200 computer from you. Additionally, as a special
offer, you gave me a Liam 125 laser printer free of charge.
Neither the computer nor the printer works adequately. The computer constantly switches
itself off and the printer refuses to print in colour!
I phoned you last week and complained about the computer. I was told that I could bring the
computer into Super Computer Sales and you expert would look at it for me. As I told your
employee on the phone, I expect someone to come to my home. I do not intend to come to
you! You are at fault, not me!
Please do something very soon! Otherwise I shall get in touch with the local newspapers to
26

tell them what poor service I have had from you.

Yours faithfully
Mike Fenton
Mike Fenton
You look at the agreement that Mr Fenton signed. Here is an extract from it.

Super Computer Sales plc agrees to visit the customers home to repair any product, if a
fault is reported within 6 months of purchase.
Super Computer Sales plc agrees to repair any product brought to its premises within 12
months of purchase.
All such repairs will be conducted free of charge (parts and labour).

In discussion with Mrs Smith, you decide that the repair, as a goodwill gesture, will be
carried out at Mr Fentons home.
Task
Write the letter.

27

Memos & Emails

What is a Memo?
Memo can be used as a form of communication to solve problems within a company. In writing a
memo, one should clearly state his/her purpose at the beginning, and request the action he/she
wants at the end.
Planning for a memo
Depending on the purpose of your memo, there are several ways to prepare it:
1.

To convey routine information or relaying news, consider approaching your memo through
direct plan. It starts out by stating the most important points, and moves to supporting
details.

2.

When you need to arouse interests in your readers, the indirect plan maybe used. It makes an
appeal or spews out evidence first and arrives at a conclusion/action to be taken based on
these facts.

3.

When relaying bad news, a combination approach can be used for the balanced plan, as it
combines information and persuasion.

Parts of a Memo
Heading - generally it follows this format:
TO: (readers' names and job titles)
FROM: (your name and job title)
DATE: (complete and current date)
SUBJECT: (what the memo concerns)
Opening - the opening paragraph mainly consists of 3 parts: context of your problem, specific
task(s) required, or that you are undertaking in order to fix the problem, and the purpose of the
memo. Be assertive that a real problem exists, but include only key information that decisionmakers need.
Summary - a brief statement of your key recommendations. To make a strong statement, state
references used to come to your ideas. But remember to keep it short and simple.

28

Discussion - Details that support your ideas can be spelled out in this part. Start with the most
important information to get readers' attention to the matter. Vital details can be presented in the
format of bullet points or tables.
Closing - In a courteous manner, state what action you may want your reader to make. The
desired action can be beneficially to your readers, so state any that the action may bring.
Attachments (if any) - If you have prepared graphs, tables and other documents to support your
findings, attach them at the end of the memo. Throughout your memo, you may need to make
references to your attachments by adding notations such as this:
The purpose of an email is similar to that of a memo: to pass on information accurately and
briefly. It is not a coincidence that the basic layout is also very similar. The only differences in
the basic layouts of a memo and an email are the order in which the information appears, and that
the information in to To: and From: fields is not the same. Most often in an email, the information
in the To: and From: fields is in the form of email addresses:

Email heading
From: singhj@sohalengineering.com
To:
marsdenk@sohalengineering.com
Cc:
danielsf@safetyequipment.org.uk
Subject: New safety equipment
Date: 12 January 2010

The Dos and Don'ts of emails

Before hitting the "send" button, there are a few things to consider:

Is my email too long?

Try to keep the email to about one page so that readers can read the entire mail without scrolling.
Do spell out purpose of the email within the first paragraph.

Did I include the right attachment?

Title the document that you are attaching in a way that is easy for the recipient to find once he or
she downloads it. Before sending attachment of large file size, be sure you know your recipients
mailbox capacity to avoid returned emails.

Am I saying it right?

For each new subject email, it serves no harm to write some greetings! However, if you are
responding to emails over the same topic (for example, a meeting day and time), greetings can
29

then be excluded.
In your subject line, write an appropriate and specific subject that lets the recipient know what to
expect.

Would it be better if I don't send the email?

Some issues, if dealt with through emails, may result in serious consequences should
misinterpretation occurs. Among some of these issues are:
Disciplinary action
Conflicts about personal information
Concerns about fellow colleagues
Complaints

When a conflict arises, try to end it by a short and simple written response first. If it does not
work, it maybe better to deal with the unpleasant situation by talking or meeting in person.

STANDARD EXPRESSIONS
INFORMING
I would like to inform you that the next inter-departmental meeting will be held on 6
July 2002 at 3.00 pm in the conference room.
You are informed that your New Year bonus will be paid together with your salary for
February 2002.
Please note that your name cards are now ready for collection.
I would just like to let you know that I will be on leave for the next two weeks.
A meeting to discuss the new sales campaign was held ...
This is to inform you that four new computers were purchased for the office last
month.
REQUESTING
I would like you to pass me the report on Customer Service Operations in the Branches
as soon as possible.
Please inform me as soon as you receive this information.
Please could you distribute these questionnaires to all your staff.
I would appreciate it if you could let me have your comments as soon as possible.

30

CONFIRMING
I would like to confirm the arrangements as discussed during our meeting of 5 June.
Please could you confirm that these figures are correct?
This is to confirm that your promotion will be effective from January 1.

REMINDING
Please would you remember that/to ...
Staff/You should remember that/to ...
I would like to remind you that/to ...
This is to remind you/staff that/to ...
Staff/You are reminded that/to ...
SUGGESTING
We could transfer one staff to this department.
It is suggested that we look for another, more reliable supplier.
I would suggest that you make alternative arrangements.
May I suggest that production is shut down for a few days.
We would like to suggest that you consult June Wong before ...
RECOMMENDING
I would recommend that we replace all our existing models.
It is recommended that the program be extended as soon as possible.
We should find a less expensive printer as soon as possible.

ADVISING
We had better check the contract carefully before signing it.
You ought to consult Mr Ho before making a decision.
I would like to advise you to read the instructions carefully before
using the device.
If I were you, I would consult an expert before making the purchase.
WARNING
We urgently need more toner for our photocopier.
Those staff who do not comply with this rule will receive disciplinary action.
If the above regulations are not observed, cautions will be issued.
Unless we receive xxx before xxx, we will be forced to ...
31

Practice
You are visiting Switzerland on a business trip next week with your colleague.
Write an email to your colleague

thanking him or her for booking your tickets

apologising for losing the itinerary he/she gave you

asking him/her to send it to you again

To
Cc
Subject

32

33

Practice
Read this memo from Phil Murphy about problems with his companys computers.
The new sales office and shop in Manchester is opening next week.
The problem is that the new computerized ordering system is not working. We are recruiting
staff at the moment and have no time for this problem. I need someone to come here and
examine the software.
Can you send someone this week?
DM
Write an email to Mr Murphy

thanking him for his memo

apologizing for not replying earlier

explaining the reason for the dalay

saying how you will help him

To
Cc
Subject

34

35

Practice
Situation
Mr Oliver Williams, Senior Training Officer at Jasper Enterprises, Jodhpur, India asks you
what problems there have been since meetings have been held in the form of
videoconferences. You tell him, Its too soon to say. We have only had a few eight or
nine, I think but certainly, videoconferences save time and money. We can see and talk to
people who are in other towns and even other countries. Of course, videoconferences are far
easier when people already know each other, but this is not always possible. We can,
however, use some simple techniques to improve our videoconferences. For instance, we can
use visual aids you know, charts, graphs, etc.
You obviously have thought about it, says Mr Williams. Perhaps you can write a memo to
go to all heads of department in my name. Tell them all the things you think will make our
videoconferences better. Put your suggestions under appropriate headings like Ensure
privacy and quiet, Position of cameras, etc. Let me see the memo before you send it.
You return to your office and make the following notes:
Position of cameras: NOT directed towards windows (people walking by, etc = distraction)
Choice of rooms NOT IN NOISY PART OF BUILDING (traffic, machinery, etc)
PRACTISE before meeting
Put notices outside rooms something like DO NOT COME IN; KEEP QUIET
Position of cameras: NOT directed towards the door (latecomers: may divert attention)
Technical problems have experts ready!
Task:
Write the memo.

36

37

Practice
Situation
At a meeting of the directors of Santigo International Investments, Singapore, part of the
discussion is about how to save money on business travel.

Managing Director

We have set a target of saving 15% at least by the end of

2009.

Finance Director

15% saving on what?

Managing Director

On the amount we spend on business travel.

Finance Director

We already ask staff to have teleconferences and what are they

called when a camera is used? Yes videoconferences. Surely that
saves money.

Managing Director

I agree but we need to save much more. I have prepared a table

of my recommendations.

Company secretary

Do these recommendations apply ?

Managing Director

to everyone including us!

Mr Carlton Sawyer, the Managing Director, hands a copy of the following table to each of
the directors.
Means
travel
AIR
RAIL
CAR
TAXI

of

Recommendations
BUSINESS CLASS

ECONOMY CLASS

Long flights 3 hours

All other flights
FIRST CLASS
STANDARD CLASS
Peak-time journeys over 1 hour
All other journeys
Car mileage allowance changes are being discussed
Announcement of decision: January 2008
Use only if no other means of travel possible (bus etc)

38

The other directors agree to Mr Sawyers suggestions, and he asks you to write a memo to all
staff telling them about the decisions.
He adds, Send it out in my name, please. At the beginning of the memo, tell staff members
that our company aims to reduce travel expenses by the end of 2009 by 15%. To do this we
can consider using teleconferencing and videoconferencing when possible. Then, mention the
decisions the directors have made under four categories: 1. Air travel 2. Rail travel 3. Car
mileage allowance 4. Travel by taxi. State the decisions clearly and dont copy the table.
Finally, remind staff members the guidelines apply to all of them, irrespective of their jobs.
Task
Write the memo.

39

Standard Phrases

Opening a letter

Giving assurance

We are writing to enquire about...

We assure you that...We will do our best

We are writing in connection with...

to ensure that...You may confidently

Reference/Opening

leave the matter in our/my hands...

Thank you for your telephone call/letter of...

Asking for clarification

I refer to your memo/invoice...

It is not clear whether...We are not sure

Further to our telephone conversation yesterday... if...It would help us if you could supply
We have received your email of...

us with further details/more information

We were pleased /sorry to hear/learn that

about...We would be grateful if you

Regarding your request for/query about...

could clarify this.

Expressing wishes

Making suggestions and proposals

We would (very much) like to...

May I suggest that...One possible

We would prefer not to...

solution would be to...We propose

We (particularly) want to...

to...We are planning to...

We would rather not...

Confirmation

We (do) hope...

I would like to confirm the arrangements

Requests

for...Would you please confirm that...If

We would be grateful if you could/would...

we hear nothing further from you, we

We would appreciate it if you could/would...

shall assume/take it that...We shall await

Could/Would you please...

your confirmation before going ahead...

Would you mind doing...

Expressing dissatisfaction and

Please let us know when/how much/if

Complaining

Drawing attention and reminding

We regret to have to inform you

We would like to point out that...

that...We are experiencing difficulties

I'm afraid we must remind you that...

in...in...We trust this matter will receive

We do not appear to have received...

your prompt attention/be dealt with

Expressing urgency and necessity

immediately...

We shall be forced to...

Polite refusals to requests and Excuses

It is essential that...as soon as possible...without

We are (fully) aware of the problems, but

further delay ...by return (of post)...

unfortunately...We appreciate your

Expressing willingness/offers of help

difficulties/point of view but...I'm

afraid/Regretfully we cannot /will not...
40

We are/would be (quite) willing/prepared to...

Clearing up misunderstandings

Would you like us to ...

We were under the impression/led to

Would it be any help if we...

believe that...There appears to be some

Please feel free to get in touch with/contact us if

misunderstanding about...We were not

we can be of any (further) assistance/if you need

aware/did not realize that...

any (further) information.

Closing a letter

Apologising and expressing regret

We are looking forward to hearing from

We are sorry (to hear/learn) that...

you. I look forward to receiving your

We regret to inform you that...

reply/comments...We hope to hear from

We sincerely apologise for...

you shortly. I hope this information will

Please accept our apologies for...

help you.

I'm afraid that...

Please feel free to call me if...Please let

Asking for approval

me know if you need any further

We hope/trust that you will be satisfied with...

information.

We hope that you approve...

41

Recruitment correspondence
Various letters and documents are involved in the process of applying for a job. In this
section we will look at the following documents:

letter of application

curriculum vitae

invitation to interview

letter to referee

reference

Application Letter
Unless the employer specifically asks for a hand-written application, you should type your
letter. Keep your application letter short and concise, with your main particulars listed in a
curriculum vitae (also called a resume). This avoids your letter becoming very long and
bogged down with unnecessary information.
Flat A, 15/F
Diamond Court
50 Main Street
North Point
2 June 201Mr Peter Lo, Human Relations Manager
BSW Holdings
Sunflower House
15 Long Street
Tsim Sha Tsui
Kowloon
Use job title as the heading

Address to person named

in the advertisement

Give some brief details of what you

are doing now

Dear Mr Lo
TELEPHONE EXECUTIVE (MARKETING)

I am interested in applying for this post as advertised in todays South China Morning Post.
I have been doing a Business Administration Course at the Southpoint Commercial College for the past
42

year. My course finishes very soon and I am keen to join a dynamic company such as BSW Holdings.
Enclose your CV

My full particulars are shown on my enclosed Curriculum Vitae.

I shall be happy to attend an interview at any time, and look forward to hearing from you soon.
Yours sincerely
Angel Wong
Angel Wong (Miss)
Dont forget Enc

Enc
Curriculum Vitae
Curriculum vitae is Latin, literally meaning the course of ones life. A curriculum vitae (CV) sets out
your personal details, education, qualifications and working experience. Make sure you organize all the
information logically under headings and use columns where appropriate. All your details can then be
found at a glance.
Emphasise the heading
(You may prefer to use resume)

CURRICULUM VITAE

PERSONAL PARTICULARS
Name
Address
Appropriate personal details
Telephone
Email
Nationality
ID card number
Date of Birth
Marital Status
Tabulate your education in three columns (chronological
order)
EDUCATION
Dates
School/College
Course

Be specific and list all your qualifications

QUALIFICATIONS
Dates
Examining body

Subject

Grade

Present job first, working backwards

43

WORKING EXPERIENCE
Dates
Employer

Position/Duties

Hobbies/sports you enjoy/special

achievements/results awaited?

ADDITIONAL INFORMATION

A previous employer/teacher/Youth club leader, etc

REFEREES
1

Date

44

Invitation to interview
A letter inviting shortlisted applicants to attend an interview should be fairly short, simply
thanking the person for his/her application and giving a day/date/time for the interview.
BSW Holdings
Sunflower House
15 Long Street
Tsim Sha Tsui
Kowloon

Tel 2383 9090 Fax 2383 9091

Email bswadmin@bswhldgs.com Website www.bswhldgs.com
PL/SW
8 June 201Miss Angel Wong

Dont forget to include the courtesy title

Flat A, 15/F
Diamond Court
50 Main Street
North Point
Personalised salutation

Dear Miss Wong

TELEPHONE EXECUTIVE (MARKETING)

Acknowledge the letter

Thank you for your recent letter applying for the above post.

State date and time for interview

I hope you can attend an interview at 1030 on Friday 16 June.

If this appointment is inconvenient please telephone my secretary to make alternative
arrangements.
Yours sincerely

Suggest how alternative arrangements can be made

Peter Lo

Peter Lo (Mr)
Human Relations Manager

45

References

BSW Holdings
Sunflower House
15 Long Street
Tsim Sha Tsui
Kowloon
Tel 2383 9090 Fax 2383 9091
Email bswadmin@bswhldgs.com Website www.bswhldgs.com
PL/SW
10 June 201Miss Susan Poon
Southpoint Commercial College
148 Queens Road
Sheung Wan
Dear Miss Poon
APPLICATION FROM MISS ANGEL WONG
FOR THE POST OF TELEPHONE EXECUTIVE (MARKETING)

Background
details

Miss Angel Wong has applied for this post and has given your name as a referee.

State the
information
you require

Miss Wong says she has known you for a year as her tutor on a course at Southpoint Commercial
College. I should be grateful for any information you can give me about her competence, reliability
and general character.
Give a little information about the post

This post involves a great deal of customer contact so a friendly and courteous telephone manner is
essential. There will also be some administrative duties involved in this post.
All information provided will be treated in the strictest confidence.
Yours sincerely

Ensure confidentiality

Peter Lo
Peter Lo
Human Relations Manager
46

Southpoint Commercial College

148 Queens Road
Sheung Wan

Tel 2858 2211 Fax 2858 2210

Email spadmin@scc.com.hk Website www.scc.com.hk
11 June 201Mr Peter Lo
Human Relations Manager
BSW Holdings
Sunflower House
15 Long Street
Tsim Sha Tsui
Kowloon

Dear Mr Lo

Same heading as the incoming

letter

Refer to
received

the

letter

APPLICATION FROM MISS ANGEL WONG

FOR THE POST OF TELEPHONE EXECUTIVE (MARKETING)

State how long

you have known
the applicant &
in what capacity

Thank you for your letter of 10 June regarding Miss Angel Wong. I am pleased to support
Miss Wongs application for the post of your Telephone Executive.
I have known Miss Wong for almost a year as a student in our Business Administration
Programme. She has been attending this course since September last year, and has gained
many LCCI qualifications in the past year.
Give details about the applicants work
performance, attitude & character

Miss Wong has been a conscientious student who always participated fully in class
discussions and produced excellent work within the given time frame. She is also a helpful
and responsible monitress, and is well-loved by her classmates and teachers alike.
Miss Wong is a pleasant, sociable, courteous young lady who has a lot of ambition for the
future.
Mention some personal qualities
I am sure that she will be able to carry out the duties involved in this post to your
satisfaction. I have no hesitation in recommending her highly.
Yours sincerely

Give a recommendation

Susan Poon
47

Susan Poon (Miss)

Testimonial (Letter of recommendation)
It is useful to ask previous employers for testimonials as these will be useful when applying
for future posts.
The following is an example:
Global Health Co Ltd
123 Water Avenue
Western District
Hong Kong
Telephone 2578 0909 Fax 2578 0910
Email admingh@ghcl.com Website www.ghcl.com
HB/GT
28 June 2011
TO WHOM IT MAY CONCERN
Miss Alexandra Rowling has been full-time Administrative Assistant in our company from 2
May 2010 to 28 June 2011.
Miss Rowling carried out a wide range of general office duties including opening and
distributing mail, photocopying, filing, dealing with general telephone and walk-in enquiries
and entering data into our computer systems.
A conscientious, hard-working and reliable employee, Miss Rowling set herself very high
standards in her work. She had a pleasant telephone manner and was always courteous when
dealing with her colleagues and external contacts. She was a good time-keeper and had a
good attendance record.
Miss Rowling has a friendly, outgoing personality, a good sense of humour and she works
well as part of a team.
I feel sure that Miss Rowling will be an asset to any organization.

Herbert Panting (Mr)

Administration Manager

48

Writing task 1
You are Jane Wong. This is your CV:
CURRICULUM VITAE
PERSONAL PARTICULARS
Name

Jane Wong

Address

13A Felicity Court

125 Nathan Road
Kowloon
Hong Kong

Telephone

2789 2010 (home)

Email

janewong3076@hotmail.com

Date of birth

26 May 199-

Nationality

Chinese

HKID card no

Y123 456 (9)

Marital status

Single

EDUCATION
2007 to 2009
2002 to 2007

9878 2929 (mobile)

Southpoint Commercial College

(Secretarial Course)
Woodland College

QUALIFICATIONS
2009
Southpoint Commercial College

Diploma in Secretarial Studies

2009
2009
2008

LCCI Level 3
LCCI Level 3
LCCI Level 2

Accounting (C)
Cost Accounting (C)
Computerised Accounting (A)

2007

Hong Kong Certificate of

Education Examination

English (Level 2)
Chinese (Level 3)
Mathematics (D)
Accounting (C)
49

Putonghua (A)
SPECIAL AWARD
Merit Award in Putonghua Solo Verse speaking in 2006 Speech Festival

50

WORK EXPERIENCE
September 2009 Personal Assistant to
to present
General Manager

Everbright Co Ltd
15/F King Yip Bldg
127 Kings Road
North Point

INTERESTS
Music, languages, swimming
REFEREES
Ms W Chan
Principal
Southpoint Commercial College
148 Queens Road
Sheung Wan
Mr William Lee
Assistant Manager
Everbright Co Ltd
15/F King Yip Bldg
127 Kings Road
North Point
June 2010

Today you see an advertisement on the South China Morning Post:

Sky International Ltd
Sky International Ltd is one of the busiest retailers in Hong Kong and on the Mainland. We
currently have a vacancy at our head office:
Personal Assistant to Marketing Manager
Applicants should have

a diploma in business or secretarial studies

at least 1 years relevant experience

good command of Putonghua and English

good skills in MS Office

Frequent travel to Mainland cities is necessary.

51

Application with full CV should be sent to:

Ronald Williams
Personnel Manager
Sky International Ltd
Sky House
15 Main Street
Central
Hong Kong
Today is 16 June 2010. Write a letter applying for the post. Your home address is Room 5,
13/F, Sunshine Court, 16 Long Road, Jordan, Kowloon. Use the following structure to help
you:
Para 1
Express you interest for the post and where you saw the advertisement.
Para 2
Give an outline of your present post and briefly discuss your duties
(eg attending & taking minutes of meetings & interviews, dealing with callers and
correspondence, etc)
Para 3
Indicate why you are interested in the advertised post.
(eg marketing work; an opportunity to make good use of your Putonghua skills)
Para 4
Enclose your CV and copies of testimonials
Para 5
Suitable close
Here are some useful expressions frequently used in application letters.
Openings

I wish to apply for the post advertised in the on

I was interested to see your advertisement in and wish to apply for this post.

52

I am writing to enquire whether you have a suitable vacancy for me in your organization.
(Note: This opening is only suitable for an unsolicited application letter)

Closes

I look forward to hearing from you and to being granted the opportunity of an interview.

I hope you will consider my application favourably and grant me an interview.

I look forward to the opportunity of attending an interview when I can provide further

details.
Practice
You work at Crescent Finance Company, 71-75 Langan road, Dublin 11, Ireland (telephone
870 3269, fax 870 3268 email: admincf@crescentfinance.com, website:
www.crescentfinance.com. Mrs Colette Doherty, the owner of the firm, hands you the
following letter which she has received and asks you to draft a letter in reply ready for her
signature. She says, I remember Sam very well; I was sorry that he left us. He was a good
worker and got on well with his colleagues.
Shamrock Bank
Springfield Road Bishopstown Cork
Telephone 021 271863 Fax 021 271864
Email adminsb@shamrock.com Website www.shamrockbank.com
6 June 201Mrs Colette Doherty
Crescent Finance Company
71-75 Langan Road
Dublin 11
Dear Mrs Doherty
Mr Sam Lambert (date of birth 15 March 1985)
Mr Lambert has applied for a job in our Accounts Department.
He has given your name as a referee and states that he worked for your firm for 4 years in the
Sales Support Department before leaving in order to gain higher qualifications at Cork
University.
53

I shall be grateful for any comments which may help us in considering the application.
I thank you for your co-operation.
Yours sincerely
Maeve Nolan
Maeve Nolan (Mrs)
Manager

You check in the personal files and find the following information:
Name

Sam Lambert

Date of birth

15 March 1985

Date of appointment

6 September 2003

Date of leaving

12 August 2007

Reason for leaving

Career at Cresent Finance

to attend Cork University to follow a 3-year course

leading to the degree of Bachelor of Science in
Information Technology and Accounts
September 2003 December 2003
Introductory Course (Sales)
January 2004 August 2007
Sales Support Team
offered promotion in May 2006

Training

short courses:
computer software applications
customer services
accounting

Comments

pleasant personality
intelligent
never late
good health
54

Draft the letter.

You may use the following structure to help you:
Para 1
Acknowledge letter & give background information
Para 2 & para 3
Give details about the applicants work, performance and attitude.
Para 4
Finish with a recommendation

55