Delta BCSkills e mailing

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DELTA Business Communication Skills
Series editors
Susan Lowe and Louise Pile

ErmaiLing
Louise

Pil"e

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PUBLISHINC

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DELIIA Publishing

39 Alexandra Road
Addlestone
Surrey I(T1 5 2PQ

llnited I(ingdom
@ DELTA

I'ublishing 2004

All rights rescrved. No reproduction, copy or
transmission of this publication may be made

without written permission from the publishers
or in accordance with the provisions of the
Copyright, Designs and Patents Act I 98 8.
or under the terms of any licence permitting
copying issued by the Copyright Lioensing
Agency, 90 Tottenham Court Road,
London W1P 9HE.
PHOTOCOPIABLE
56-58 may be photocopied for
use in class but may not be sold or
distributed separately or included in any
other publication lbr sale or distribution.

Pages

First published 2004

Critically read by Anne

Lar,r,s and
Sarah Baldy{iihnapfel
Edited by Catriona Watson-Brown
Designed by Caroline Johnston
Illustrations and cover design by Peter Bushell
Picture research by Emma Bree

Printed by Halstan & Co, Amersham

P

lrc to a cknowle dg ement s

Cover: DigitalVision
Page

1

3: DigitalVision

Page 20: Brand

X/Alamy

Page 27 : Imagesource/AIam5,
Page 36: DigitalVision
Page 12: DigitalVision
Page 44: Photodisc/Creatas
Page

49:DigitalVision

ISRN Book 1-900783-81-9
cD 1-900783-87-8


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$mtroduction
DLLTA Brrsine.s.s Cornrnurticatiorr S/approach to develop kcy communication and ltrnguerge skills essential for today's
intcrnational busincss environment. The scries is clesigned for learncrs of business
English at pre-intermcdiate trnd intermediatc levcl, either pre-scnricc or in-senrice,
and it can be uscd cither in the classroom or: for seif-study

Ireatures of the scries includc:

Learning o Helplul

o

Indir,,idual Needs analysis and

a
a
o

Art arencss-raising activities
Ertensirrc personalizcd exercises
Tips for cfl'ective performance in
busincss

journal

o

suggestions lbr language study
Regular: language reference and rerriert
sections

o
o
o

Photocopiableresources

An intcgrated audio CD
Full transcripts and ttnswcr

ke5z

Eenailirrylaims to hclp you to derreiop the shills and language ),ou need to nrrite effectivc
business c-mails in English. E-rnuilitul consists oI six corc units, each containing:
o Context - to raise alvelreness ol' thc skills and issues invoh,ccl ir-r e ach stage of thc
e-mail nrriting proccss, and to inlroducc dil'I'ercnt strategies 1br clcvcloping these skills
a Presentation ancl Practice - of core langua'rge (vocabulary, grammar and phrases)
lir-rlo Tips (cultural or languetge related) for e-mzriling efl'ectlvely
r Consolidation - to allow you to apply what you have learned to Srour own r'r'ork

situation

o Reference - uselll vocabulary and phrases related to each unit
o Review study suggestions and further practice (ideal lbr l-romeworh/self-study)
The book also contains:

o
o

a
a

o
H*re; tca H$** thls

h**k

Needs analysis. This cncourages you to consider what 5rsLl need to focus on in order
to gct the most out of the book and 1rps1 learning.
Learning iournal. This provides the opportunity to reflect and personalize what you
have studicd in the book.
Resources section. This pror,ides additional material such as checklists,
photocopiable framcnrorlAnswer key. This includes suggestcd answers and is designed to enablc yclu to work
eitl-rer alone or r,r.ith a teacher.
Transcripts. These detail the content ol' thc accompanying CD.

Step

I

Start by rrrrorking through the Needs
analysis (page 5). This vr,,iil help you to:
o considcr the e-mails you write in
English - ancl your strengths and

Step

2

You should then familiarize yourself n ith
the Learning journal (pages 6 and 7).
You trre asked to refer bach to this journal
at the cncl of errsry core unit.

weaknesses in r,rrriting these:

o

o

identify and prioritize your immcdiate Step 3
Work through the units in the order that
and luture needs lbr nrriting e-mails;
detcrmine the order in n hich ),ou work you feel is most appropriatc to your needs.
through thc core units in this book.

I hope you enjoy leairning n ith this book.

D (-)
-<)
i r,/- -t---\
_)
Louise Pile
Scries editor and aruthor

&bcut {i:r. ;;,1gt6'i^ Louise Pile has cxlcnsi\e

Business English teat'hing and tcacher-t.ni,,ring cxperient'e.
both in the l.lK and abroad. She has nrritten and editcd a range of print and multimedia
Ian gu age-1earn in g rnaterials.


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Learning iournal
Buring the course

As you work through each unit, summarize helpful Ianguage and tips forellective
e-mailing. An example is given, but what you note down will depend on your ortn

learning pattern.
Example

Unit:6
Useful language:

to do your best; to
to run a spell

malce a rese rvation;

check; to attend a session; l've
worked here since 1999/brthree
years.

Useful tips: check my e-mail will
make a goo4 impression on the
reader;

iskJon to read through my

e-mail before sending it
Your Learning journol

Unit:1

Unitt2

USeful language:

Useful language:

Useful tips:

Useful tips:

Unit:3

Unit:4

Useful language:

Useful language:

Useful tips:

Useful tips:

Unit:5

Unit:6

Useful language:

Useful language:

Useful tips:

Useful tips:


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U,,.N

Getting started

IT

THIS UNIT LOOKS AT:

I
I
I
I

key e-mail terminology and'netiquette'
Ianguage for beginning and ending e-mails

giving your reason for writing

referring to previous and future contact
n, lnetlketi The unwritten rules of behar''iour on the Internct,
especially related to the use of c-mail, chat rooms and newsgroups.

netiquette

fA
v" **"au
'L:{rti*-r-AL

+

Look at the e-mail below and consider these questions.

I

1 Who is the sender? thc receiveri
2 Is there a signaturei a disclaimer?
3 Is the subject line lilled in?
4 Has the importance option beerr uscd?
5

Has the e-mail been copied to anyone else (using the bcc (blind carbon copy) or
cc (carbon copy) lield)?

6 What is the purpose of the e-mail?
7 What format would the altachment
8 Wlrat is the rcceirrer expected to do?
To:

bc in7



From:
Cc:

Bcc:

Subject: Sales Manager post (ref. 7672P)
Dear Mr Vogel
Thank you for your e-mail expressing interest in the above vacancy.
Please confrrm whether you would prefer to receive an application form and
further details by e-mail (Word XP, approximately 551() or in hard copy by post.

lf you have any questions, please do not hesitate to e-mail or phone me.
Yours sincerely

Stacey Griffrn
Personnel Assistant
s.g rif

i

n

@trave lexpress.com

Travel Express
35 Windmill Street

Evesham EN42 gTR
UK

ret +44 (0)1

868 767565 (extn 392)
Fax: +44 (0)1 868 767600

ikr;'x:'.1;::1"."

,'ffitril
otherwise'

*t,E

I

Gettine started

***************
h-!.lpllwrrylv.[ra vclc xpress. c o m
The content of this e-mail and any attachments sent with it are confrdential and for the
addressee only. Any unauthorised copying or distribution by anyone else is prohibited.
Please delete this e-mail if you have obtained it in error.


Il

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Exontple

e-moils 4 Look at the example e-mails below. To what extent does each follow the
guidelines on page
,

9?

To:

From:

Subject:

r-\

/// t*l^*n

U

hi

leaflet.odf

Dear Ms Jason
Thank you for your phone call of 3rd January. I am pleased to hear that \Iodel BHT43
has been selling wel1. I am attaching a leatlet listing our ful1 range of larvnmorvers, as
requested. I look forward to doing business further with you in the Iuture.
Yours sincerely

Myra Wynn
Sales Assistant

To:



From:
Subject: meeting next week
Dear Leila
I

just wanted to let you l
Give me a ring if you need any help
Best wishes
Boris

to organize the event.

To:
From:

Subject:
response to your advertisement in 'Cycling weekly'. I am
interested in stocking your fbrthcoming Model 232 and would be grateful if you
could send me further inlbrmation about this range.
Best regards
Michaela Salter

I am writing to you in

Buyer
Bimleys
15

High Street

Sinton SI4 5BH

To:

Cc:
Bcc:

From:
Subject: catalogue request
Dear Mr Summersby

Further to your e-mail of 1 2th September, I would like to apologize for the
delay in sending you our sales catalogue. We have just put together our new
catalogue and I wanted to be able to send you the most up-to-date information
about our products. Please frnd attached a PDF of our latest catalogue.
lf you require any further details about any of the items listed, please do not
hesitate to contact me by e-mail or phone.
Yours sincerely
Markus Schmidt
Customer Services Officer
MK Mode

T::#,i!i|il;;T:'1",,
one purpose'

E

IItI
r

I

Gettins started

i

Tel: +49 (0)7531 3859
http:,/,/www.mk-mode.de
* * * * ****** * * * * * *
The content of this e-mail and any attachments sent with it are confidential and for the
addressee only. Any unauthorised copying or distribution by anyone else is prohibited. The
views expressed here are not necessarily those of the company.


III

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.{1da; ur 3ur1rr,n rue

1

* '(eur dloq plnor
nod) y perepuot\ lsn{

01 ,{1der u1

"' '(1ur ouotld JucJOl
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aruos curl e olu doJC

;1uau1'rodaP
aq1 ;o Auoduoc

'(sacrrd -rno o1 a8ueqc e
1o

no.{ ur.ro;ur) ol {sua

e,4,\

'alqEl orll ol pPr ol g1 a8ed
uo slrELU-o orll u! sese,rqd leuolllppe pull uorll',v\oloq sese;qd aql lP Ioo-I

iJii::;;'-Iffi.,;'i

S t3otuor

atntrnlysnottat6


I

Match these key terms with their definitions.

1

netiquette

Key terminology

2 subiect line
3 attachment
4 to cc someone
5 signature

a
b

type of electronic file (e.g. Word)

c good-practice guidelines for e-mailing
d your contact details below your e-mail
e a document e-mailed to someone
I a folder containing messages for you to read
g to copy your message to another person

in

6 lbrmat
7 in-tray
Useful

where you write the topic of your message

phroses 2 Put the words in the correct order to form sentences.

1 your dated I writing am reply in to letter ,5 lune
2 look I forward to your receiving reply
3 please attachcd find a copy caLaloguc of our
4 you thank for e-mail your
5 you if have questions any please not do hesitale contact
6 I writing am concerning the launch product week ncxt
7 really I'm the glad to about interview hear
8 if you wondercd lihe to just mcct would up later

3 Complete the e-mail using words

to me

and phrases from the Presentation

section.

To:
From:
Subject: USEL'S product range

1

N4s

lam writing

Martina

2--

regard
I would be grateful if you a

product range.
I

s

forward to

6-.

3

your advertisement in Eusrness Weekly.
send me some information about your latest

from you shortly.

Petra Harmer

4 1 I i.2

Listen to a voicemail message from a colleague. Make notes in the
framework on page 55 of the Resources section. Then write the e-mail.

lll
n

I

Gettrng started


W

pou€)s Bur11a9

I

.lINN SIH] NC S]TON ])VA] CNV-IVNENOI SNINEV]I
ENOA OI NE'I MON E

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Z

'

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rq; P''*

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;;
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aq
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;;rm
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uasueH rN reoc
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S

Ke$crene

e

lJseful phroses

I look lbrward to doing business with you
again in the future.

Greetings

Drop me a line some time.x

Dear Mr/Mrs/Ms/Miss Gillet

I refer to (your last e-mail).

Dear Sir; Dear Sir/Madam; Dear Madam

I saw (your website).

Dear Finn/Margit
Hello Mike *

We understand from your e-mail that ...

Hi Jane *

or phone me.

Endings

I enjoyed meeting you and look forward
to (meeting you soon).

If you have any questions, please e-mail

Yours sincerely
Yours faithlully
Best regards / Best wishes

AIi the best *

Key e-moiling terminology

Bye for now *
Reosons

to attach / an attachment

for writing

to forward (an e-mail)

I am vrrriting in reply to / concerning /

disclaimer

with regard to / about (your latest

format

brochure).
Just wondered

if you could (help me). *

I am writing to (remind you about the

link

We wish to (inform you of a change to

signature

our prices).

subiect (line)

fust a quick e-mail to (say hi).*
I am writing in response to your

Soles ond morketing

I just wanted to let you know (that I can
mahe the product launch). *

adr,.ertisement

catalogue
direct mail

distribution

This is just to (say thanks for your

enquiry

c-mail). *

launch

Referring

to previouslfuture contoct,

Ieaflet

With reference to (your phone call), ...

marketing seminar

In reply to (your letter),

payment terms

...

*
Nice to hear from you.

price list

Thank you for your phone call.

promotional materials

Further to (your e-mail of 12th

range

September),

sales (representative/conference, etc.)

...

I hope to hear from you ...
*
Give me a call later on.

If you would like any further/additional
information, please do not hesitate to
contact us.
I was really glad to hear (about the
successful launch).*

" informal

Getting started

Iive

receiver/addressee/recipient

I would like to (attend the seminar).

I

importance option

sales conference).

advertisement.

W

Vocobulary

trade fair


W

pauels 3ur11a9

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-

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ol = llDlu-e uD otut auoau;os f ) ol

es/a auoauos o1 aSossau

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Jo AQo>

o

puas

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s

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7

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I

A&etlqAW

Structuring your message
THIS UNIT LOOKS AT:

I
I

e *&**x*

different ways of structuring e-mail messages, particularly replies
useful Ianguage for introducing main and supporting points (e.g. firstly,...;
os o result of ...) and for directing the reader (e.9. pleose see below)

Look at the e-mail extracts below showing how different people have replied to
incoming e-mails. Match each e-mail to one or more of these subiects.
iir:

{:l

*:ti ll

ll Dear steve
llrrrrnr, you for your e-mail. Please see my responses in between your requests
ll o"to*.
ll sest wishes

ll rn,,i.
il

Please could you qive me the production frgures for last August? I need to
llsend them to head offrce by the end of the week.

ll>

lll',"r'r"
I

on your desk.

ll > I need to see all the production staff on Thursday. Can you ring around and
llarrange a suitable time for everyone, and then book a room?
llfhe meeting will start at 4 p.m. and will take place in the boardroom.
tl

[TDear Martin

llanr"o you for your e-mail. Please could you give me a call on extension 343 to
llurruno" a time when I can come and lool< at your computer.
ll

r"r,

ll

.trn"t

ll

ll

ll
ll
ll

,."nu,.o,

- - -originrt Message - - -

rror,

M. Monroe

S"nt, 28 November 2003 09:45

,o,

J. cooper

srnt".t, Computer problems
ll o",,. ,,n",
llpf.rr" could you talllir ,r , result of the new program l've loaded onto it recently to help us lll track of distribution.
tl

K

2 Structuring your message

W

a8€ssour rno{ Suun}trnr}S

Z

(;de.r.rno{ o}UAA q

rreog eualaH
s)ueql InJalerO qllM
'{ue ;r 'peau ;;rnir
srollsln aq] 6ulr.llols {1e;e5 pue qtrleaH
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au }al osle noi( p;noo esea;6
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or.l}
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Llcrqm
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oletcardde
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ol OutaaJOE rol no{ 1ueq1
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lsn6ny pJtZ uo

Jt

1ue;d aqt punore srolrstn aql Moqs

leueu LnoIl rceq
]sn6nv prtZ uo sloltstn :1cel-qn5
[u03'nqr@ueag'H :tuorl
tnoll :oy

lssarype ltew-e

'suospar rnor( e^!c i^\oloq llEtu-o eq1 o1 ,(lde.r
aql aJnl)nrls o) asn no{ p;nom I ost)roxl ug seqreo,rdde aq1 ,o r{)lq11 E

'qreo.rdde q)Eo ro sa8eluuapeslp pue seteluelpe aql

raplsuo)

Z

q

'slrelop reqlJnJ Surureluoo
(1u1o4re,tlo4 'lerxfl 'proM ut '3'e) lueruqce]le ue apr,ro;d pue uoqs e8esseru.rnod daay 7
'ltloleq uorlEruroJur

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epnlrul I

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uo luoLua6eueLu pue solrleluasa.rdar ae{o;dLua uaam}aq plaLl uotssncstp
e Jo llnsor e se 'dnor6 6ur1.rom uorlcnpo.rd {q pedo;enap orom salnpaqos MaN
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t
7

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laLlceu reoc

\


3 What other factors can ensure that your e-mail is well structured? Compare
your ideas with the tips below.

o

Reading on screen can sometimes be difflcult, so try to keep your e-mail as short as possible.
The receiver should not have to scroll down too far to read the whole message.

. Ensure your main points can be found easily. Introduce each one clearly (e.g. Firsrly, ...).
o Use short paragraphs which are well spaced. Ideally, each paragraph should contain one main idea
o Direct readers to the relevant part(s) of your message (e.g. See below .. .).
o Consider numbering or bullet points, using headings and sub-headings, or highlighting key

information (e.g. at 3 p.m.).
'a:::I::::::::::L-.,.,.,-''a

..:
:::::II:-,::::::I:'

lntroducing moinl 4 Lool< at the e'mail below sent by Johannes Steiner, BTP's Regional
supporting points Production Manager in Germany, in reply to an e-mail from Martin Kilsby,
European Production Director. What are:

I

the main points?

2

the supporting points, e.g. explanations in support of the main points (?his is
to ...) and the implications of these (This ra,ill leodto ...)?

To:

drre



From:
Subject: February production frgures

7f

tttachments:
production-march-1 2.xls

Dear Mr Kilsby
Please frnd attached the latest production frgures

for

BTP

Friedrichshafen,

Karlsruhe and Baden, as mentioned in your e-mail of 9th March. I would like to
draw three points to your attention in relation to these frgures.

Firstly, you will notice that production at Friedrichshafen has risen by more than
25%6 compared to the last quarter. This is as a direct result of talnew production staff at the plant.
Secondly, production rates at the Karlsruhe factory were 1570 lower than in
the previous quarter. This fall is due to unexpected technical diffrculties with
the new machinery for the production line. These problems have led to delays
of up to twelve hours at a time.
Finally, in response to growing demand for industrial chemicals from the Far
East, the Baden plant plans to increase production from March onwards.
This means that the company will need to recruit as many as 1 00 additional
shop-floor staff to cover the extra shifts proposed.

lf you have any questions or would like any further information, please do not
hesitate to contact me.
Best regards

Johannes Steiner
I am writing

to remind you all that the February production figures are

in by the end of the weel<.
Best regards
Martin l(ilsby

rc

2 Structuring your message

due


tr

a8pssoLu rno,(

Suunl)nrls

Z

"'

q+lM slE5p ,r,ra1a(

I

q

del1e;e4

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pue 11 seSed uo € pup I sos!)rexf ol {)eq Bul,r.re;eg 9

)xaluoS or{} u! slletu-o aq} ruo4 sese.rqd pue

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o1 anp
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i

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pulJ e

S


Fp"actice

I

ntrod uci ng

m oi

I

Rearrange the words to make the six main points in an e-mail report.

n points

1 the company firstly plans invest to ncw meichincry € 5 million in
2 production harre rtites incretrsed sccondly by 25ol'
3 thcre is products gronring our thir:clly demar-rcl for
4 the company dccided finally 100 has take to nenr on staff
5 company's firstly has tl-rere a change to thc bcen policy
6 linally product will invested be in Si I Otl,tl00 der,'elopment

I

ntrod uci n g supPort i ng
Points

2 Complete
1
2
3

these supporting points from an e-mail report.

I apologize for thc

dclaSr

i1 scnding this report. This is duc to

...

We have experienced a number of production problems. This is as a rcsult of ...
As agreed,'€ 500,000

r,r,rill

urhich will mean that

...

be invcstcd in nettr machinery ovcr the next five Jzcarrs,

4 There's been a recent decision to expancl the plant. This r,rrill probably lead to ...
5 We havc decided to tahe on 2 5 new procluclion staff. This is in responsc to ...
6 On ing 1o ..., thcre u,ill bc delays to the delirreries to the warchouse.
7 Precause of ..., we hope to be ablc to providc a better service in the futurc.

2 Structuring your message


W

oBEssaLU

rno,{ Buun}f,nr}s z

IINN SIHI NO S]ION ])VA CNV IVNENOI DNINEV]I

ENOA

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iueld oi uolsradxJ

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repDar aql 8u1lca"r1g


Reference

Usefulphroses

Yocobulory

lntroducing moin ideas

Yisiting a factory

Firstly. ...

expand/expansion

Secondly, ...

facilities

Thirdly,

factory

...

goods dispatch area

Finally, ...
I

ntroduci ng suPPorting

i

health and safety (clothing)

de os

industrial chemicals

This is as aresult o/delays installing the
new equipment.'

Output will be reduced
industrial action.

install/installation
invest/investment (in machines)

because of tlne

itinerary

This is due to difficulties we are
experiencing with the machinerY

machinery

This is in response to an increased demand
for the new product.

schedules

plant

This will probably leadto short-term

shift

disruption.

shop-floor staff

This will meanthat our Production
capacity will increase.

Production
capacity

There will be a short delay in responding
owing to the Postal strike.

costs

line

Directing the reoder
See

manager

below for further information.

operatives

Figures can be found below.
See

problems

paragraph 3 for full details.

rates

Please flnd attached ...

targets

As you can see in the attached file, .'.

Point 4 above deals with '..

My responses can be found directly after
each of your questions.
As stated in your original message

below,...
A summary of the rePort can be found
beneath this message.

Study suggestion Put new words or phrases on cards,with
the back.

d

2 Structuring your message

a

translation into your own language on


f{f

a8Essarx rnoi(

Suun})nrls

Z

lo)aoI esnl
spre6oi ]sog
'uoJeqsqcupaul
pue oLlnJSlre) 'uapeg ur sra6eueur uorlcnpord ioqlo aql

o] preruoi

lltM

e ou puas plno3 no^ r! lnloleJo oq plnoM
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U.N IT

Being clear and concise
THIS UNIT LOOKS AT:

E factors affecting clarity,such as layout and language
I Ianguage for linking ideas (however ...), giving examples (such
explaining (thot is to soy ...)

fr*r:{*xq

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...) and

Look at the e-mail extracts below and answer these questions.

1 In A, is it clcar: lrrhat June is writing about?
2 In B, clo r,rrc lcnor,r, n hat is pctstponecl2
3 In Cl, n hat c1o you think are the r,rrords missing from the screen?
4 ln D, do rve knor,r, when the interrrier,t s are exuctly?
5 In E, what jobs are ar,ailable?
To:



From:
Subject:
Dear Peter
l've got an appointment to see my son's teacher at ten o'clock in the morning that's up in the centre. I was supposed to go today, but she called me up Just

as I was about to drive there and said that she would have to postpone it - not
sure why, though. Anyway, l'm not lilwouldn't thinl<, so I suggest we meet on* 21st* instead in Room 123 to
discuss NECTP23, if the room's available on that day, of course, but if it isn't,
we'll have to use another room, possibly on the floor below. Could you perhaps
give me a call, or if you prefer you could just send me an e-mail to let me lif you can make it or not.
I

Cheers,

June

To:
From: jari-mil<
Subject:
Please note

that it

has been postponed until 4th January.

Jari

Frl,

your help yesterday with processing the applicationsfor tl're marketino

To:

,.rir[ [



From: ml<1 @compuserve.com
Subject: MarlDear Ms Jacob
I am writing to confirm that you have been shortlisted for the post of Marketing
Offrcer at Ml(1 Consulting. lnterviews will take place next month. lwould be
grateful if you could confirm that you will be able to attend.
Yours sincerely
Jacl
Personnel Officer

FZfi 3

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