Writing bank

1 Letters
Lead-in Business letters usually have a more formal style than emails. The opening and closing
of a letter changes when you know the name of the person you are writing to. Different
countries may have different requirements when writing letters. This example shows
a typical UK formal letter, with the name of the person you are writing to on the left and
the sender’s name and address on the right.

Model answer
Marek Dabrowski Adams and Wright Ltd
Link Communications 201 Park Road
3 Booth Business Park Lynwood
Limerick Norfolk
V94 W983 NT1 7NP
Ireland England

5th September 2018

Dear Mr Dabrowski,
Thank you for your recent order. As you are a regular client, we
would like to give you some news about the company.
We are improving our delivery service. Customers can now receive
their orders seven days a week. Goods will also be delivered in five
days instead of eight days. We hope that these changes will help all
our business customers.
Because of this new service, we need to increase our prices by
3 percent from 1st November. As you know, we have not raised our
prices for three years. We are keeping the rise small so that our prices
remain competitive.
Enclosed with this letter is the new price list. Please contact us if you
have any questions.
We thank you for your business and look forward to supplying you in
the future.
Yours sincerely,
Mia Green
Enclosed: price list

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Functional language Opening and closing a letter

You know the name of the person You don’t know the name of the
you are writing to person you are writing to

Opening Dear Ms/Mrs/Miss/Mr Mills, Dear Sir/Madam,

Closing Yours sincerely, Yours faithfully*,

Kind regards, Kind regards,

*Yours faithfully is not used in the USA. Yours truly or Sincerely would be used instead.

Getting started
Opening sentence Thank you for your recent order.

Reason for writing As you know, (the recent rise in fuel costs makes deliveries more
expensive).
We now need to (increase our prices).
Thank you for your recent order.
I am writing to (ask for details about your products).

Explanation We are keeping the price rise small so that our prices remain
competitive.
The order was late because of a technical problem.
We are improving our delivery service so customers can now
receive their orders seven days a week.

Ending a letter
Referring to Enclosed with this letter is (the new price list).
documents We enclose (the application form) with this letter.
Please find (the new brochure) enclosed.

Closing remarks Please contact us if you have any questions.

If you have any questions, please do not hesitate to contact us.
We thank you for your business and look forward to supplying
you in the future.
We appreciate your business and hope you will understand our
situation.

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2 Online reviews
Lead-in Reviews can be important to businesses. You can find online review forms for products
or services for travel, hotels, restaurants, etc. Some forms ask customers to rate their
experience using numbers, stars or symbols. Other forms ask a series of short questions and
writers can write their own reply, or sometimes they can choose from a list of responses.
When leaving comments, it is a good idea to think about what was positive and negative
about the experience. The responses on an online form are often short.

Model answers Short online reviews

How many stars do you give your hotel experience?

(5 stars = excellent, 1 star = bad)

What did you experience when you arrived at the hotel?

Check-in was quick ✔
Someone took my bags to the room
Staff were friendly ✔
Receptionist gave me an information brochure ✔

Longer online review forms

How often do you stay at this hotel?
I stay here once a month.
What was the purpose of your visit?
A business trip to a conference in the city centre.
What did you like about the hotel?
The location of the hotel is perfect for the city centre. The staff are always friendly and helpful. The rooms are large and clean.
Was there anything you weren’t happy with?
There was an event at the hotel and it was very noisy. I ate in the hotel restaurant in the evening and the service was slow.
Would you recommend us?
I highly recommend the hotel because it’s comfortable and in a great location. It’s a great place to stay on business.
However, I won’t use the restaurant again.

Functional language Background Good and bad points

Saying how I stay at the Merlin Hotel once a Talking about The staff are always friendly and helpful.
often you visit month. good points The rooms are (large and clean).
We usually eat in the restaurant at The location of the (restaurant) is perfect.
least once a week.
The (food) is always excellent.
We (ate) there on Monday with some
The view (from the hotel) is wonderful.
clients.
I visited last week with (some friends). Talking about There was (an event at the hotel) and it was
bad points very noisy.
We often bring our clients (to the
Lodge). (I ate in the hotel restaurant in the evening
and) the service was slow.
We had dinner there (two days ago).
We waited too long for our food.
We sometimes have company lunches
there. It is too expensive.
I won’t use the restaurant again.
Talking about It was a business trip to (a conference
purpose in the city centre). Recommending We highly recommend it (because it’s
We were celebrating (a sales contract comfortable and in a great location).
with clients). I’m afraid I cannot recommend (your
It was for (a company event). restaurant).

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3 Emails
Lead-in Emails can be informal (more like spoken English) or formal (like a business letter). The
subject line of the email helps the reader to understand what the email is about. Emails
usually use polite or friendly phrases to start and end the communication. When writing
to people outside of the company, the first email may be more formal or longer. When an
email conversation develops, the style may become more informal and similar to the style
of internal emails.

Model answers

From: Anton Lewis, Events Manager

To: Rosa Santos, Jenson International Hotels
Subject: Conference arrangements
Dear Ms Santos,
I am writing to enquire about conference facilities at your venue. We are looking for
a venue for a conference for our international sales team next July. We need to have
a large room for the presentations and also 50 rooms for the delegates for two
nights.
We would like breakfast, lunch and dinner and also tea and coffee during the
conference. Could you confirm that the hotel can provide transport from the
airport?
If possible, I’d like to see a plan of the hotel, and please could you send a brochure
with details about the conference facilities?
I would like to arrange a visit to the hotel next Thursday. Are you available then?
Please contact me if you have any questions. I look forward to hearing from you.
Kind regards,
Anton Lewis

Dear Mr Lewis,
Thank you for your email and for your interest in our hotel.
I am delighted to confirm that we can meet next Thursday. Would you like to meet
in reception at 2 p.m.? I can show you the hotel facilities, and we can discuss your
conference needs.
Feel free to contact me if you have any questions. I very much look forward to
meeting you next week.
Kind regards,
Rosa
Rosa Santos
Hotel Manager

Hi Rosa,
Many thanks for your email. This is to confirm that Thursday at 2 p.m. is fine.
I look forward to meeting you next week.
All the best,
Anton

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Functional Starting an email

language
Formal Informal

Dear Sir/Madam, Hi Miku, Hi Team, To all staff,

Dear Ms/Mrs/Miss/Mr/Dr Bell, Dear Tonya,

Asking for information

Reason for writing I am / I’m writing to enquire about (the sales conference).
I am / I’m asking for information about (your courses).

Asking for information Could you tell me (when the project starts)?
Please can/could you let me know (who to contact in HR)?
Can/Could you confirm that (this information is correct)?
I would like to know (how far it is to the hotel).
We would also like more information about (conference rooms).

Giving information We are looking for (a venue).

We need to have (a large room for the meeting).
We would like to book (four rooms).

Making requests
Saying what you want Kate, could you (check the dates)?
done Could Liam (meet the client at the airport)?
If possible, I’d like (to see the plans).
Would you (contact the team)?
Please (send me a copy of the report).

Saying when you want the I’d be grateful if you could send me (the data) by (Friday).
action completed Do you think I could have (a reply) by (Monday)?

Making and confirming arrangements

Making arrangements Are you free on (the 12th) for (a meeting)?
Could we (have a conference call) to discuss (the project)?
Can we meet on (Wednesday afternoon)?
Are you available (next week)?
Would you like to meet (on the 8th) to discuss (the presentation)?

Thanking someone for Thank you for your email.

writing Many thanks for your email.

Confirming that the This is to confirm that (Monday at 3 p.m. is fine for the meeting).
arrangement is possible I am delighted to confirm (that I can come to the training course).

Apologising because I’m sorry but I cannot/can't (go the meeting next week).
the arrangement is not Unfortunately, I am unable to attend (the conference).
possible I can go to the (morning session), but I can’t go to the (afternoon
session) because (I have a meeting).

Ending an email
Inviting questions Feel free to call me / contact me if you have any questions.

Concluding I am looking forward to hearing from you.

I hope to hear from you soon.
I look forward to our meeting on Tuesday.
I very much look forward to meeting you (next month).

Ending Formal Informal

Kind regards, Regards, Best wishes, All the best, Best,

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4 Giving updates
Lead-in It is common to give a written update about a project or task. Updates are often used in
a range of internal communications such as emails, reports, intranet posts or company
newsletters.

Model answer

Update on plans for new factory in India: location and changes

As you know, we are going to build a new factory in India. Last month in the staff
meeting, we had presentations to discuss ideas for three possible locations and
we also discussed staff working hours. We are now ready to update you on these
developments.
Firstly, we are going to build a new factory in Noida. We will also open new
offices in Gurgaon. The company is planning to employ more than 300 staff in
Noida and 150 in Gurgaon.
Secondly, we want to introduce new working hours for all employees. Staff in IT,
HR and Marketing will be able to work from home one day a week. We also plan
to give other departments flexible hours to start and finish work from Monday to
Friday.
We know that you will want to have more information about these plans.
Therefore, we are holding a meeting next Wednesday to answer questions. We
will explain how we are going to put these proposals into action.
This is an exciting time for the company. We are growing and changing, and we
hope that this will help all our teams around the world.

Functional Requesting an update

language Asking for an update Could you let me know how (the project) is going?
Can we have an update (on the tasks)?
I would appreciate (some news about progress).

Giving an update
Purpose of the As you know, (we are looking at new locations).
update We are now ready to (open the new factory).
The company is planning to (employ more staff ).
In this update, we will (give staff information about the
location).

Giving details and Firstly, (we are going to buy new machines).
explanations Secondly, we are (going to) introduce (safety regulations).
We also plan to (build new offices).
(The board of directors) has decided to (close the city centre
store).
We are ready to propose a number of changes (as a result of
our research).
This will reduce (the cost of the products).

Next steps We are therefore (holding a meeting next week).

Therefore we (are having a team meeting to answer
questions).
We will explain how we are going to put these proposals into
action.

Concluding in This is an exciting time for our company.

a positive way We hope this will help all our teams.

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5 Short communications
Lead-in • Short communications at work can be electronic emails, short emails or short notes.

• When we communicate with colleagues, we often use informal language.

• We use more formal expressions with senior staff or people from outside the company.
This can be both in emails, texts and electronic messages.

• We sometimes use abbreviations to keep communications short or leave out some

words so that the information can be read quickly.

• Emails usually use normal punctuation, but messages and notes sometimes miss out
full stops, commas, etc.

Model answers More informal

Are you at the conference, Jamal?

On my way. Flight late. In taxi now.

What’s your ETA?

Approx. 15 mins. OK?
Presentation ready to go.

No prob. FYI boss here. Good

idea to message him?
Thanks. Will do!

More formal

Apologies, my flight was late.

I am on my way.
Thanks for letting me know,
Jamal. Will you be here in time
for the presentation?

Yes, I’ll be with you in 10 minutes.

The presentation is ready to go.

Excellent. Message me when you

arrive at reception.

Hi Jamal,
Messages for Jamal
Well done with your presentation last week.
The CEO would like a report on the sales – Louisa phoned. Has to cancel
conference. Can you arrange this by EOD?
meeting Friday. New date
I am in Dubai until Wednesday and WFH on
Thursday. Can we meet on Friday to discuss the TBA.
next conference? We want you to give another
presentation. – CEO wants report by COB.
Regards, – BTW sales team are
Louisa celebrating tonight. Want to
join us for dinner?

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Functional language Messages

Informal

Use shortened forms no prob (instead of no problem)

approx. (instead of approximately)
On my way. (instead of I'm on my way.)

Don’t use pronouns She Has to cancel meeting on Friday.

Don’t use articles In a taxi now.

The Sales team are celebrating tonight.
The CEO wants report.

Don’t use unnecessary Flight late. (instead of My flight was late.)

words

More formal

Use full forms No problem.

I’m on my way.

Use pronouns My flight was late.

Use articles The presentation is ready to go.

The CEO would like a report.

Use all words I’ll be with you in 10 minutes.

Abbreviations
Abbreviation Meaning

ETA estimated time of arrival

FYI for your information
EOD end of day
COB close of business
WFH working from home
BTW by the way
TBA to be arranged
TBC to be confirmed
ASAP as soon as possible

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6 Presentations
Lead-in Some presentation slides are visual, using pictures or charts to illustrate information. Other
slides contain key information that the speaker wants to communicate to the audience.
When you prepare slides, it is useful to think about the language you want to use and the
amount of information you put on each slide.

Model answers
Step 1
Communicate with customers. Finding solutions
Step 2
Making a difference
Ask questions and listen to feedback.

Step 3 Changing the world of IT

Research new ideas.

Who visits the sports centre?

– Morning – Aernoon – Evening
• young families • schools • young professionals
• older people • clubs • students
What transport do they use?

use bicycle other

(15%) (5%)

take bus use car

(35%)' (45%)

What do we really spend time on in the office every day?

Writing emails Eating snacks, Meetings Completing tasks

= 1 hour making hot = 2 hours = 4 hours
drinks = 30 mins

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Functional language Preparing slides

When you are preparing slides for a presentation, it is a good idea to use a dictionary to
check spelling. Use of colour, pictures, charts and diagrams can make the slides more
interesting. However, think about the colours and pictures that you choose. Are they easy
to read and understand? Here are some more tips when preparing slides.

Tips Examples
Use similar grammar forms infinitives: communicate with customers, ask questions
on each slide gerunds: finding solutions, making a difference
nouns: cars, businesses, emails
Drop articles definite (the): make product (not make the product)
indefinite (a/an): send email (not send an email)
Use bullet points use (•) for main lists: • use car
use ( ) for secondary lists: students
Use pictures and charts • picture, photo
• diagram, table or chart
• symbols (e.g. ©)

Talking about slides

When you are presenting a slide, it is a good idea not to just read the words on the slide.
Use the slide to help communicate your ideas. Here are some useful phrases for using slides
in a presentation.

Introducing a slide Here you can see (three steps for helping customer
communication).
If you look at this slide, you can see that (more people use
cars than bicycles).
This slide shows (that we are not always working when we
are in the office).
Moving from slide to slide This next slide shows (what we want the company to
focus on).
Moving on, let’s look at (some details about our
customers).

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