Course III Letter Writing-2

Letter writing II – Transactional lettersLETTER WRITING II - TRANSACTIONAL LETTERS

1.1 Letter structure and layout

The purpose of transactional letters is to respond to written information. This information can be of different types: other letters, advertisements, notes, invitations, drawings, maps, guidebooks, etc.

Types of transactional letters: complaint, application, asking for or giving advice, information , invitation, etc.

The style of these types of letters can be either formal or informal depending on who you are writing to.

Contents: transactional letters sum up the information given in the rubric, explain the results of certain facts.

Structure: the letters include opening remarks, several paragraphs (each paragraph introduces a new topic), closing remarks.

Letter writing II – Transactional letters

stop and think 6

Exercise 1

Look at the advertisement and the points under question. What kind of letter would you write? Formal or informal? Provide reasons.

………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………

Learning English Can be Fun

How often? What time?

Classes twice a week!

Native English speakers?

Professional teachers!

How much exactly?

Cheap teaching materials!

What kind of audio or visual aids?

Modern teaching approaches!

Come and join us!

Phone number: 009-001-34578

Proverb

Chance favours the prepared mind.


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Exercise 2

Read the following two letters of inquiry which have been written. After having seen the advertisement above, decide which one is better. Provide reasons.

A Dear Sir / Madam,I am really curious about a few things referring to your English

course.For instance, I am a very busy person. That is why I cannot attend

the classes any time. Could you tell me the time and the days?What about the teachers? Are they English speakers? I think they

should know some Romanian phrases in order to explain the new vocabulary to beginners like me. Don’t you think ? I am looking forward to hearing from you soon please.

Yours,Maria Ştefănescu.

B Dear Sir / Madam,I am writing to ask you a few details about your advertisement in the

April issue of The Weekend Magazine. I am interested in taking English classes, and that is why I would be happy if you could answer a few questions.

In the advertisement you state that classes are twice a week. I would like to know the exact days and times in order to rearrange my schedule accordingly.

Secondly, could you tell me a few things about the teachers? Are they English speakers? Are they university teachers?

I also require information on the cost of the teaching materials as well as on the type of teaching approach you use. Does it include any audio and visual aids, for instance radio cassettes, video-player, TV cassettes, language lab, etc?

I look forward to receiving answers to these questions. Thank you for your help.

Yours truthfully,Mary Richardson

……………………………………………….……………………………………………….……………………………………………….


……………………………………………….

1.2 Reported questions

In English there are two main types of questions: Yes / No questions and wh- questions:

yes / no questions Examplesto be Are you married?to have got Have you got any brothers or

sisters?modals Can you swim?

May I come in?Need I go there?Must you attend the meeting?

do / does / did Do you like jazz?Wh- questions Exampleswho Who are you?what What are you doing ?when When are they leaving?where Where is she now?which Which is your favourite singer?whose Whose jacket is this?why Why are you upset?how How is he?

When you report questions there are several steps to follow:

Yes/No Questions

Direct Speech Reported Speech‘Are you tired?’, he asked. He asked me whether I was tired.‘Do you like jazz?’, she wondered. She wondered whether I liked jazz.

The verb changes going one tense behind. Ask / wonder + if / whether. No inversion.

J Let’s have fun!

Q: 'What two days of the week start with letter T?’A: ‘Tuesday and Thursday?’Q: ‘No, today and tomorrow.’


Wh-Questions

Direct Speech Reported Speech‘Who is your boss?’, he asked. He asked who my boss was.‘Where are they going?’, she asked.

She asked where they were going.

‘Why is Tom crying?’, she wondered.

She wondered why Tom was crying.

‘How will you travel there?’, he asked.

He asked me how I would travel there.

The verb changes, going one tense behind Ask / wonder + wh-word. No inversion.

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Exercise 3

Rewrite the questions in Reported Speech.

1. ‘When does the course start?’, the client asked.…………………………………………………………………………2. ‘How did he pay for the delivery?’, she asked me.…………………………………………………………………………3. ‘Will they replace the faulty vacuum cleaner?’, Mum asked.…………………………………………………………………………4. ‘May I come for the interview?’, I asked.…………………………………………………………………………5. ‘Was she checking the flight number for you?’, he asked.…………………………………………………………………………


2. Types of transactional letters

Transactional Letters Asking for Information

The style can be either formal or informal depending on the person you are writing to.

Example

Opening paragraph

Formal: I am writing to inquire about …, etc.Informal: I would like you to tell me …; Can / Could you let me know

…, etc.Main Body

First paragraph

Formal: I would be grateful if you could send me / tell me…; I would appreciate some further information on …, etc.

Informal: Can you tell me; I want / need to know, etc.

Second paragraph

Formal: Another matter I need information on is …; I would also like to know about …, etc.

Informal: Can you also tell me a few things on …; I also want to know …; etc.

Closing paragraph

Formal: I look forward to receiving …; I would be grateful if you could inform me as soon as possible …; etc.

Informal: Tell me soon …; Please, let me know …; Send details as soon as you can …, etc.

writing ?

Exercise 4Rewrite the letter below using the formal style.

Dear Karen,How are things over there? My folks are planning a visit to the caves

next summer similar to the ones you went to last June. I need to know some things before leaving.

Since we are also travelling by coach, can you tell me how many people went on your trip? Do you remember how much the ticket was?

I also need to know what kind of clothes to take. Although the trip takes place in June, inside the caves might be cooler; am I right?

You can save my life if you send me all these details. Let me know as soon as possible, please.

Best wishes,Doris

Opening paragraph ……………………………………………………………………………….……………………………………………………………………..………….………………………………………………………………..……………..

Letter writing II – Transactional letters……………………………………………………………..…………………………………………………………………………………………………..

Main body …………………………………………………………………………..…………………………………………………………………………..…………………………………………………………………………..…………………………………………………………………………..…………………………………………………………………………..…………………………………………………………………………..…………………………………………………………………………..………………………………………………………………………..…………………………………………………………………………..…………………………………………………………………………..…………………………………………………………………………..…………………………………………………………………………..…………………………………………………………………

Closing paragraph …………………………………………………………………………..…………………………………………………………………………..…………………………………………………………………………..…………………………………………………………………………..…………………………………………………………………………..………………………………………………………………………………………………………….

Transactional Letters Giving Information

The style can be formal or informal depending on the person you are writing to.

Example

Opening paragraph

Formal: I am writing in reply to your letter asking information about …, etc.

Informal: This what I have found out for you …, etc.

Main Body

Formal: Regarding …; As regards …; As far as … is concerned …, etc.

Informal: Remember the information you wanted on …?; Well, …; If I were you …, etc.

Closing paragraph

Formal: Please do not hesitate to contact me if you require more information about …; I do hope I have been of some assistance to you, etc.

Informal: Hope this will do for now; Let me know if you need any more details, etc.

writing ?

Exercise 5

Rewrite the letter below using informal style.


Dear Mr Clark,I am writing in reply to your letter asking information about our new

hotel.As far as the location is concerned, we assure you that the panorama

is absolutely marvelous. The hotel is situated on the top of the hill and it is surrounded by deep valleys and thick forests.

The facilities are the most modern ones, and the costs are moderate; it’s good value for your money. The rooms are large and cosy. There are also a gym, a sauna, a swimming pool, a cinema, a bar and a trendy club.

The prices are as follows: one single room is 67 euros per night, one suite is 102 euros per night.

I hope that I have been of some assistance to you. Please, do contact us should you need further information. We do hope you will take this opportunity and visit our hotel.

Yours sincerely,Michael Moore

Opening paragraph…………………………………………………………………………..…………………………………………………………………………..…………………………………………………………………………..……………………………………………………………………………………………….

Main body…………………………………………………………………………..…………………………………………………………………………..…………………………………………………………………………..…………………………………………………………………………..…………………………………………………………………………..…………………………………………………………………………..…………………………………………………………………………..…………………………………………………………………………..………………………………………………………………………………………………………………………..………………………………………………………………………………….

Closing paragraph…………………………………………………………………………..…………………………………………………………………………..…………………………………………………………………………..…………………………………………………………………………..…………………………………………………………………………………………………….……………………………………………………………………………………………………………………………………………………………….

Transactional Letter of Complaint

Most letters of complaint are written in the formal style. Nevertheless, if you write such a letter to a friend in order to complain about poor service, you may need an informal style.

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Exercise 6

Letter writing II – Transactional lettersRead the letter below and identify the style and underline the formal

phrases.

Dear Sir / Madam,I am writing to express my entire dissatisfaction with your hotel

arrangements .I regret to have to call your attention to the poor service in your hotel:

rude staff, small stuffy rooms and dirty toilets. In addition, the meals provided by the hotel restaurant were tasteless

and lacked variety. We had the same vanilla pudding three days in a row.Furthermore, we could not go to the swimming pool – as stated in the

advertisement – something was wrong with the water pipes. We feel that you should refund our money or offer at least a 30%

discount on our next holiday. We look forward to receiving a reply as soon as possible.

Yours truthfully,

Corinne Marlow

Style :……………………………………………….


writing ?

Exercise 7

Look at the advertisement and notes below. Write a similar letter of complaint. Use the informal style.

Fantastic Summer Camp

Come with us and you will have the summer holiday of your life!

The initial cost does not include the other activities.

Excellent prices!

Rough and uncomfortable.

Perfect camping site!

No guide, no coach, no timetables.

Exciting trips!

Inappropriate boats.

Cruise on the river!

Nothing to see, except deserted areas.

Sightseeing tours!

Tel. 021-235-07601 for information Opening paragraph

…………………………………………………………………………..…………………………………………………………………………..………………………………………………………………………………………….……………………………………………………………………………….

Main body…………………………………………………………………………..…………………………………………………………………………..…………………………………………………………………………..…………………………………………………………………………..…………………………………………………………………………..…………………………………………………………………………..…………………………………………………………………………..…………………………………………………………………………..…………………………………………………………………………………………………………………………..


Closing paragraph…………………………………………………………………………..…………………………………………………………………………..…………………………………………………………………………..…………………………………………………………………………..…………………………………………………………………………..…………………………………………………………………………………………………………..


UNIT IV

LETTER WRITING III

1. Background information

1.1 Structure and style

Business letters should include the following structure:

Address and date:

a) your address in the top right-hand corner with the date underneath;b) the recipient’s position, name and address of the firm / institute /

organisation / university, etc. on the left-hand side.

Appropriate greeting; e.g. Dear Sir / Madam, Dear Mr Stevenson, Dear Ms Winston, etc;

Introduction: it includes opening remarks and the reasons for writing the letter;

Main body: it includes several paragraphs. Each paragraph deals with a new subject in details;

Conclusion: it includes the closing remarks;

Appropriate ending: e.g. Yours truthfully / faithfully; Yours sincerely + your full name.

N.B. If you do not know the recipient’s name you should start your letter with

Dear Sir / Madam and end it with Yours truthfully / Yours faithfully + your full name. If you know the recipient’s name, you should start the letter with Dear Mr / Mrs / Miss / Ms Green, and end it with Yours sincerely + your full name.

Business letters are written in a formal style and include the following characteristics :

advanced academic vocabulary; polite expressions and phrases; long sentences; impersonal tone; formal linking phrases / words; factual information; no use of short forms; no use of idioms; no description of personal opinions and feelings.

J Let’s have fun!

Q: ‘What’s teacher’s favourite nation?’A: ‘Expla-nation.’

Letter writing II – Transactional lettersstop and think 6

Exercise 1

Study the examples below and underline the correct phrases to be used in business letters.

1. I am writing to apply for the position of …;I’d like to become a secretary. 2. Best wishes / Yours truthfully, Mary Williams;3. Dear Sir / Madam; Dear Susan Collins;4. I can’t wait to hear from you / I look forward to hearing from you;5. You can find the necessary references in the envelope / I have enclosed

the necessary references;6. I demand the money back / a full refund;7. I for one think that you should… / I am confident that you should….


1.2 Types of business letters

A Letters of Application

When you apply for a job or a training course you should write a letter of application.

Useful tips:

In the introduction you should include the position you are applying for, where and when you saw it advertised.

In the main body you should write several separate paragraphs including the following information:

a) age, present job and education;b) qualifications;c) experience;d) skills that are relevant for the job;e) strengths, weaknesses.

In the final paragraph you should give details about the references you can send, where and when you can be contacted for the interview, etc.

N.B. Use the present tense when you describe your personality. Use the past tense when you refer to your past studies and experiences. Use the present perfect tense when referring to recent studies / experiences.

B Letters making offers

Useful tips:

Add any facts which may influence your customer; Point out the specific attractive features of your products (e.g. they are

cheaper than any other products in this domain; they have a special finish. We can offer promotional prices for the first … items, etc.)

Point out the novelty, the reasonable price, the convenience and the ecological characteristics of your products / service;

Include specific information regarding the quantity, price, terms of delivery, terms of payment, insurance information, etc.

N.B. It would be useful if could you send your letter together with the catalogue for that specific offer.

C Letters making orders

Useful tips:

The first paragraph includes the reference to the offer made by the supplier;

The main body should include the complete description of the goods; Pay attention to details: size, material, colour, price, etc; Specify the exact quantity and the exact quality of the goods; Send samples or drawings together with the order; State the time of delivery; The final paragraph should include your hope that the high quality of the

goods / service will lead to further mutual deals.

D Letters making complaints

Useful tips:

Letter writing II – Transactional letters The first paragraph refers to your complaint and gives details of the

incident (time, place); The main body describes the specific points of your complaint. Each

paragraph deals with one specific reason. Be specific about the loss or the inconvenience you have suffered and the adjustment to be made;

The final paragraph should explain what your expectations are (apology / full refund / replacement, etc). Be reasonable in your demands.

N.B.: If you complain about minor matters you can use a mild tone: e.g. I am

writing to draw your attention on; I do hope you will solve that matter promptly. If you complain about serious matters, you can use a strong tone: e.g. I

am writing to express my deep dissatisfaction with your service …; I demand a full refund or I shall be forced to take further action.

Regardless of the tone you may choose, make your requests firmly; Use a clear and concise style.

E Adjustment letters

Adjustment letters are in reply to complaints.

Useful tips:

The first paragraph should include an apology or an expression of regret for the inconvenience;

The main body explains the circumstances have which caused the trouble. A new paragraph should include your suggestions of the adjustment you propose (e.g. offer a discount, refund, replacement, etc).

The final paragraph should express your hope that in spite of the inconvenience, your customer will continue doing business with your company.

N.B. Do not insist too much on the justification part. Let the injured party

decide whether the inconvenience is just a human error. Do not take complaints as criticism; Do not be too apologetic; don’t be too arrogant; In the closing remark, try to regain the customer’s goodwill.

stop and think 6

Exercise 2

Study the following extracts and identify the type of letters they are taken from. 1. Although the contract stipulated 20,000 kg fresh bananas, we found that

the goods were below the standard quality. Consequently, we cannot accept the shipment.

2. We have enclosed a catalogue with different samples as well as the price for smaller and larger quantities.

3. I have helped my grandparents pick fruit in their orchard every summer holiday. For the past three years I have been a tourist guide for the tourists visiting my town (Saturdays).

4. It is possible that the mistake occurred because of our sales clerk’s negligence. Compensation will be immediately made.

1 = ………………………………………2 = ………………………………………3 = ………………………………………

Letter writing II – Transactional letters4 = ………………………………………

2. Language development

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Exercise 3

Read the advertisement and answer the questions below.

We are looking for a young, resourceful university student to join our summer camp. Must be a good organiser, a sociable person, patient with 13 / 15 year-old kids and good at doing sports. Experience is not required.

1. What style would you use: formal or informal?2. What is the reason for writing this letter?3. What are the greeting and closing phrases that you should use?4. Which of the following points should be included in the letter?a your skills; b your age; c your physical appearance; d your past experience; e the sports that you practise; f your personality;3. Which qualities will be in your favour?a easy-going;b funny; c reserved;d fair;e a good leader;f athletic;g out-going.4. What type of letter should you write?

1 = ………………………………………………………………..2 = ………………………………………………………………..3 = ………………………………………………………………..4 = ………………………………………………………………..5 = ………………………………………………………………..6 = ……………………………………………………………….

writing ?

Exercise 4

Write the following letter of complaint in full, filling each gap with words from the list: forced, writing, in addition, inconvenience, firstly, complain, afford, below, behaviour, appalled.

Dear Sir / Madam,I am (1 ………) to (2 ………) about the faulty deliveries of the wrong goods.(3 ………), against out order marked no. 36 / January 12, we received only 3

tones of corn instead of 7 tones. (4 ………), the quality of the corn was much (5 ………) the standard.To make matters worse, I am (6 ………) by your personal assistant’s (7 ………)

who simply refused to contact you in order to solve this (8 ………).

Letter writing II – Transactional lettersThis is the fifth mishandled order, and we cannot (9 ………) any more

inconveniences of this kind. I demand immediate action, otherwise we will be (10 ………) to do business elsewhere.


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Exercise 5

Match the opening remarks with the closing remarks and identify the type of letters they are taken from:

Opening remarks

1. I am writing to complain about the hair-dryer I purchased from your company.

2. I am interested in applying for the position of tourist guide.3. We thank you for the letter of June 22, about the good and bad points you

observed in your first hours of testing our new motorcycles.4. We would like to order two styles of sports shoes having the following

characteristics: ….

Closing remarks

A We do hope that this adjustment will prove to be valuable to you.B We would like to have the goods delivered on May 9. C I demand an immediate replacement or full refund.D I am available for an interview any Friday and Saturday (mornings) and you

can contact me on 2356781 after 5 p.m. every day.

1 = ………; 2 = ………; 3 = ………; 4 = ……….

Types of letters

1 = ………………………………………2 = ………………………………………3 = ………………………………………4 = ………………………………………

Exercise 6

In English you can use the prefixes (il-, im-, in-, un-, dis-, ir-) in order to give the antonym of certain adjectives. Provide antonyms to the following adjectives using the above-mentioned prefixes.

e.g. moral – immoral

1. patient ………………………………………..2. legal ………………………………………..3. comfortable ………………………………………..4. friendly………………………………………..5. responsible ………………………………………..6. modest ………………………………………..7. relevant ……………………………………..…8. loyal ………………………………………..9. satisfied ………………………………………..10. happy ………………………………………..11. acceptable ………………………………………..12. available ………………………………………..

Exercise 7


Use the correct preposition in order to fill in the gaps below. Identify the type of letter the fragment is taken from.

I wish to express my dissatisfaction (1 ………) the service I received last weekend when I stayed in your hotel.

To start with, despite the fact that I had booked a double room, I was given a single room. Such a thing is appalling (2 ………) me.

Secondly, the bathroom was dirty and the room service was slow. In addition, the receptionist had a completely inappropriate attitude (3 ………) my

remarks.I will not be staying (4 ……….) your hotel in the future and I will tell all my friends

to do the same.

Type of letter: ………………………………..

writing ?

Exercise 8

Write a letter of application using the prompts below:

shop assistant, ‘Daily News’, weekly magazine 17 years old, ambitious, sales domain,

opportunity no experience, hard-working, sociable, new

people afternoons, weekends available 345217891 Carole MacArthur

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Documents

Course III Letter Writing-2