terça-feira, 15 de maio de 2012

Curriculum Vitae

Europass CV link

segunda-feira, 14 de maio de 2012

Writing a Business Email

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Writing a business Memo


Writing a Business Report

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Apologising Business Letters

Here are the most common ways to apologise

We must apologise for ...
We apologise for ...
We are extremely sorry for ...
 
use the '-ing' form after these phrases.

We can also say 'We are extremely sorry that ...'
e.g. We are extremely sorry that we have to cancel this order.        

It is recommended to give the reason for the problem, and then apologise again at the end of a letter. 

Please accept our apologies once again .
With apologies once again.
We hope that this has not caused you any inconvenience.
We regret any inconvenience caused.
We would like to apologise for the inconvenience.
Once again, we apologise for any inconvenience.

Example letter (US English):

Bob Wilson
Customer Service Manager,
Tangy Food Products,
1021 Tamarisk West St,
Rancho Mirage, CA,
USA
(760) 416-3139


March, 15 2009

Harry Jefferson
Store Manager,
Arc Supermarkets,
2431 Fair Oaks Blvd,
Fair Oaks, CA,
United States (916) 966-5010

Dear Mr. Jefferson:

We are sorry for the inconvenience caused to your organization. The purchase order No GH 112233 that you received on November, 13 2009 was defective. We understand the inconvenience caused to your company and customers.

The shipped product did not meet the quality and standards that we have been delivering for last five years. The customers have full faith in our products and they should continue the long lasting relationship that we have shared.

We have already started working on your order with the help of additional staff. We will be shipping your order by the end of this week. We have asked the shippers to collect the defective order from your warehouse so that you can stock the new order that will arrive.

We can assure you high quality products in the order that you will be receiving. I apologize for the inconvenience again and promise you that this will not be repeated in future. 

We look forward to continue our business and professional relations that are mutually beneficial, which we have shared for last few years. Let us know if we can help you any other manner to pacify your inconvenience.

Yours sincerely,

Bob Wilson
Customer Service Manager

sexta-feira, 11 de maio de 2012

Inquiries

Inquiries - Asking for Information (Pedidos de informação)
We write an inquiry 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, 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 - (very formal as you do not know the person to whom you are writing)
  • Giving Reference: With reference to your advertisement (ad) in...
    Regarding your advertisement (ad) in ...
  • Requesting a Catalog, Brochure, Etc.: After the reference, add a comma and continue - ... , would (Could) you please send me ...
  • Requesting Further Information: I would also like to know ...
    Could you tell me whether ...
  • Signature: Yours faithfully - (very formal as you do not know the person to whom you are writing)
An Example Letter
Kenneth Beare
2520 Visita Avenue
Olympia, WA 98501

September 12, 2000

Jackson Brothers
3487 23rd Street
New York, NY 12009


To Whom It May Concern:

With reference to your advertisement in yesterday's New York Times, could you please send me a copy of your latest catalog. I would also like to know if it is possible to make purchases online.

Yours faithfully

(Signature)
Kenneth Beare
Administrative Director
English Learners & Company

Responding to Inquiries and Requests for Information (Respostas a pedidos)
It is very important to make a good impression when responding to inquiries 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 Customer for His/Her Interest:
Thank you for your letter of ... inquiring (asking for information) about ...
We would like to thank you for your letter of ... inquiring (asking for information) about ...
  • Providing Requested Materials:
We are pleased to enclose ...
Enclosed you will find ...
We enclose ...
  • Providing Additional Information:
We would also like to inform you ...
Regarding your question about ...
In answer to your question (inquiry) about ...
  • Closing a Letter Hoping for Future Business:
We look forward to ... hearing from you / receiving your order / welcoming you as our client (customer).
  • Signature:
Yours sincerely (remember use 'Yours faithfully' when you don't know the name of the person you are writing and 'Yours sincerely' when you do.

Example Letter
Jackson Brothers
3487 23rd Street
New York, NY 12009

September 12, 2000

Kenneth Beare
Administrative Director
English Learners Company
2520 Visita Avenue
Olympia, WA 98501


Dear Mr Beare

Thank you for your inquiry 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 http:\\jacksonbros.com.

We look forward to welcoming you as our customer.

Yours sincerely

(Signature)
Dennis Jackson
Marketing Director
Jackson Brothers

Claim letters


Claim Letters (Cartas de reclamação)

The following letters make claims against unsatisfactory work.
Useful Key Phrases
  • As someone who has worked with ...
  • we were very disappointed to find / see / have discovered ...
  • As our written agreement stipulated, we expected ...
  • I think you will agree that a communication problem exists.
  • We would like you to ..., or provide us with a refund.
Example Letter
Drivers Co.
3489 Greene Ave.

Olympia, WA 98502

August 17, 2001

Richard Brown, President
Document Makers
Salem, MA 34588

Dear Mr. Brown:

As someone who has worked with your company for over 3 years, we were very disappointed to see the documents you produced for our latest Drivers Co. publicity campaign.
As our written agreement stipulated, we expected full color leaflets with fancy explanatory texts, but instead, we found that black and white photos had been included in the prepared leaflets. I think you will agree that a communication problem exists.
We would like you to send out a photographer to provide us with the promised color coverage, or provide us with a refund.

Yours truly,
(signature here)
Thomas R. Smith,
Director

Claim Adjustment Letters (Resposta a cartas de reclamação)

The following letters adjust claims against unsatisfactory work.
Useful Key Phrases
  • I was very disappointed to read your letter of ... dealing with ...
  • As someone who values your business, I have already ...
  • Also, we will deduct another X percent of the bill for the misunderstanding.
  • Thank you for your patience.
Example Letter
Document Makers
2398 Red Street

Salem, MA 34588

March 10, 2001

Thomas R. Smith
Drivers Co.
3489 Greene Ave.
Olympia, WA 98502

Dear Mr. Smith:

I was very disappointed to read your letter of August 17 dealing with the issue of incorrectly produced publicity leaflets. As someone who values your business, I have already begun to find a solution to resolve this problem.
My top photographer will call you to arrange an appointment at your earliest possible convenience to re-take photos in full color. Also, we will deduct another 15 percent of the bill for the misunderstanding. Thank you for your patience.

Sincerely,
(signature here)
Richard Brown
President