UNIT 8 Formal and Informal Letters/Emails

Look at the different layouts.

s Which are used to write a
Dear Sir/Madam, formal letter and which an
informal letter? Which layout
Yours faithfully, would you use to write a letter
Simon Rogers
to a teacher? / a friend? / a
company manager whose
name you don’t know?/a
company manager whose
name you know?
if f Wshes
racers.
iw Stf" *ate Listen to four letters. Which
p ea r
c <;\^cere'V' letters are formal and which
are informal? What is the
..... 'g m t * * *
reason for writing each letter?
How does each letter begin
and end?

Introduction
There are various types of letters/emails such as: letters/em ails of complaint, Paragraph /
letters/emails asking for/giving information, letters/emails of request, letters/
reason(s) for writing
emails asking for/givin g advice, letters/em ails of invitation, letters/em ails
accepting/refusing an invitation, letters/emails expressing congratulations/
Main Body
thanks/regret/sympathy, letters/emails giving news, letters/emails of apology,
letters/emails of application for a job and letters/emails to the editor providing Paragraphs) 2 ■ 3
solutions/suggestions.
development of the subject
A good letter/email should consist of:
a) an appropriate greeting (Dear Peter, Dear Mr Ford, Dear Sir/ Madam,); Conclusion
b) an introduction clearly stating the reason you are writing;
c) a main body in which the subject is developed. Begin a new paragraph for each final Paragraph
main point; dosing remarks
d) a final paragraph in which you sum up the topic or express your wish for
something to be done ; and
(full) name
e) an appropriate ending (Yours/Best wishes, + first name, Yours sincerely,/Yours
faithfully, + full name). Notes
S t y l e in L e t t e rs / E m a ils Informal (friendly) letters have
only one address (yours) whereas
The characteristics of formal style in letters/emails are:
formal letters have two (yours and
• the greeting (Dear Mrs Lee, Dear Sir,)
the recipient’s). Friendly letters’
• frequent use of the passive
emails begin with Dear + first
formal language (complex sentences, non-colloquial English)
name and end with Love / Yours,
• no abbreviated forms
Best wishes + first name. Forma
• the ending (Yours sincerely,/Yours faithfully, Jason McNeil)
letters/emails begin with a) Dea
The characteristics of informal style in letters/emails are: Sir/Madam and end with Yours
• the greeting (Dear Alex, Dear Dad,) faithfully + full name or b) Dea
informal language and style (idioms, colloquial English) Mr/Mrs + surname and end witf
• abbreviated forms, pronouns omitted Yours sincerely + full name.
the ending (Yours/Love/Best wishes/Regards, Anthony) Semi-formal letters/emails car
begin with Dear Mr/Mrs t
Note: When we write emails we usually separate paragraphs leaving a line blank in
surname and end Best wishes
between each paragraph.
Yours + first name/full name.

40
 Unit 8 Formal and Informal Letters/Emails

3 Match the beginnings with the endings, then identify the type 4 Read the following sentences.
and style of each pair. Which are formal and which
are informal? Which sentences
BEGINNINGS. are beginnings and which are
endings of a letter/email?
1 I am writing with regard to your recent correspondence. We regret to What kind of letter/email does
inform you that there are no places left on the accountancy course ..
each sentence belong to?
2 Thanks so much for your thoughtful gift. The jumper fits perfectly. It will
really come in handy this winter when I go skiing ... 1 We would be honoured if you could
attend a reception for Ambassador
3 I just received your letter and Cm sorty to hear that you're having trouble...
Sarah Jacobs. F/E/invited
2 I can’t wait to see you again, and
don’t forget to let me know if there’s
anything I should bring to the
barbecue. I/E/accept invite
3 I am writing to inform you about
6 I am writing with regard to your advertisement in the Daily ^a y 2nd. I some changes in the schedule for
would like to apply for the teaching position at Beacon Street School ...^ next term’s courses. F/B/give infor
4 We’re organising a party and would
7 I just wanted to let you know that I’d love to
come to your party on the 24th. be really glad if you could come. I/B/invite
8 It is with great pleasure that I am writing to congratulate you on your promotion. 5 Once again, I can’t tell you how
awful I feel about missing your
birthday party. I/E/refuse invite
6 I am writing to complain about the
.E NDINGS products I received from your com­

^ U w T 3 t h e m a happy anniversary from me. I’m looking forward to hearing pany. F/B/complanit
about how it went. 7 I look forward to receiving your
advice on this matter. F/I/E/ask for
8 Looking forward to seeing you and
F/E/accept invite
catching up on all your news.
C Should you need any information about courses which will be held next 9 Your thoughtful gift was greatly
term, | would be happy to assist you.
appreciated. Once again, thank you
I look forward to meeting you to discuss the possibility of employment. for your generosity.
Please contact me regarding any queries you may have.
10 I am very sorry but unfortunately

E I look forward to receiving the information and would appreciate it if you won’t be able to use my summer
you could send it as soon as possible. house during the first week of
August.
F Thanks again for the gift and please give my regards to your family.
11 I’m so happy for you! Write back
soon and tell me all about your new
G Anyway' thanks again for the invitation. I' Wsee you then. job.
H I am confident that you will carry out your new duties with your usual 12 Hope this advice helps.
conscientiousness and dedication.

41
 UNIl4 Semi-lormollellers
111 1 Read the questions. then listen to the cassette and choose the correctanswers.

I Who is Jackie writ ing to? 3 Which of the following does Jackie's
A a couple of complete strangers mother say she should include? Tick (I)
8 people she doesn't knowvery well A Thanks a lot for 0
C close friends of hers
B r am extremely grateful 0
2 What style ofwriting docs Jackie's C Thank you vel)' much D
mother say she should usc?
A friendly and informal o YOUT> faithfully, J M Ebdon 0
B formal and official E Best wishes, Jackie Ebdon D
C polite and respectful F Lots of love, Jackie 0 =1=========1=-
Introduction
•••••••••••••••••
Paragraph 1
Semi-formal letters are sent to people you do not know very well or when you wantto opening rernorks/reosonsl
be more polite and respectful (e. g. a pen friend's parents, a person you do not know for writing
very well, a schoolteacher, etc). For this reason, they are written in a more polite tone
than informal letters. Some formal language can be used. Compare thefollowing: Main Body
INFORMAL Thanks a lotfor the invitation. I'd love to come to your party. • ••••••••••••••••
FORMAL I would bedelighted to attend your birthday celebration. Paragraphs 2 - 3 - 4 ..
SEMI·FORMAL Thank you for your kind invitation. I would love to join you on your development of subjectlsl
birthday.
• A semi-formal letter should consist of: Conclusion
a) a formal greeting e.g. Dear Mrand Mrs Baker; •••••••••••••••••
b) an Introduction in which you write your opening remarks and clearly state the Final Paragraph
reason(s) for writing , e.g. Thankyou vet}' much Indeed foryour kind offer ... ;
closing remorklsl
c) a main body in which you write the main subject(s) ofthe letter indetail, starting
a new paragraph for each topic; * The number of main body
d) a conclusion in which you write your closing remarks, e.g . f am looking torwatd paragraphs may vary,
to seeing you next month ... ; depending on the rubric.
e) a semi-formal ending lfIegards/Best wishes, ete & your full name}.

Who is going to read your

2 Read the rubric and underline the key words, then answer questions 1 to 7. letter?
You are going to attend lessons at a languageschool in Britain. The school has 2 Why are you writing the
arranged for you to stay with a local couple called Mr and Mrs Jackson. The letter?
Jacksons have written a letter to ask for some information . Read the extracts 3 How many main body
from their letter, then write a letter in reply, giving them the information they paragraphs should you
have asked for and including any questions or requests of your own. include in your letter?

... If you could send us details of your travel plans, we would be happy to meet
you on arrival. We could easily come up to london ...
I 4 Which of the following
should you mention about
your travel plans?Tick (I).
a) date and time of

Do you have any special requirements or requests regarding food? For instance,
perhaps there are certain things you are notallowed to eat, or something which ...
I arrival
b) flight number
0
0
c) number of suitcases 0
d) howyou will travel
If there is any information you need or anything you would like us to do for
you, please don't hesitate to ask. Naturatly, we want ...
I from the airport
e) cost of flight
0
0
34
 Unil4 Semi-lormollellers

5 What could you tell them about food? Complete the following sentences:
a) Asfar as food is concerned, . SEMI·FORMAL SlYLE
b) The only thing(s) I don't eat is/are . Semi-formal style is characterised by:
c) My favou rite food is . • the use of less colloquial language
d) I am looking forward to trying . e.g. Thank you very much toryour
6 What questions could you ask? Think about clothes, the weather, the letter. (instead of: Thanks a
town/room where you will be staying. Then, complete the following: million toryour letter.)
a) I was wondering if . • less frequent use of short forms,
phrasal verbs or idioms
b) Perhaps you could tell me .
e.g. I am writing to request
c) I would like to know .
information about ... (instead of:
d) What is like? Is it '! I thought I'd drop you a line to
e) Do you think I need to bring ? askabout ...)
I What opening and closing remarks could you write? • a polite, respectful tone
e.g. f was wondering if you had...
3 Read the letter and underline the words/phrases in bold which are (instead 01: Do you have ...)
more polite and respectful. Then, label the paragraphs with the
headings below. 4 The beginning and endingbelow
• closing remarks . travelplans . opening remarks/reason(s) for writing are written in the wrong style.
• food requirements . furtherquestions Read the extracts and replace
the informal words/phrases in
Dear Mr and Mrs Jackson, bold with more suitable semi-
Para 1 formal ones from each list.
(1 ) Thanks a million/Thank you very much for
your letter. (2) I am writingll thought I'd drop you a opening/ reason I apologise for, received,
line to give you the information you asked for. for writing Thank you for the invitation,
Firstly, (3 ) I'd better/I need to tell you about my I will be unable to visit,
travel arrangements. I am arriving at Gatwick Airport on Para 2 Mrs Ames. reply
14th July. My flight number is BA 451 and it lands at
four thirty in the afternoon. (4) It is very kind/It's really Dear (1) Alison,
great of you to offer to pick me up from London, but I travel plans (2) Thanks for asking me to
have already arranged to take the train to Cardiff. your school's annual festival. I
Perhaps you could meet me at the station. I could (3) got your letter a few weeks ago
phone you when I arrive.
Para 3 and (4) I'm really sorry about
(5) As far as food is concerned/Now, about food, taking so long to (5 ) write back
please don't go to any trouble. The only thing I don't to you. Unfort unately, (6) I can't
food requirements
eat is mushrooms. (6 ) Anyway/Besides, I am looking come to Hallsford on that date.
forward to trying British food.
Finally, there are one or two things J would li ke to
Para 4 Best wishes, telephoneme, anyhelp,
ask you. What is the weather like in Wales in August?
How cold is it? Do you think I need to bring warm a great success, the preparations,
further questions don 't hesitate
clothes? Also, (7 ) I was wondering if you had/do you
have a computer that I could use while I am staying
with you, or should I bring my laptop? Please (7) feel free to (8) give
me a ring if you need (9) a hand
Thank you once again for your letter. I am looking Para 5
forward to meeting you in July.
with (10) getting things ready
closing remarks for the special day. I'm sure that
(8) Best wishes / Love and kisses, the festival will be (1 1 ) brilliant.
J ulia !3uiton; (12) All my love,
Julia Buitoni Karen Smith

35
 Uni1 4 Semi·!ormollellers

5 Read the semi-formal sentences below and match them to the b) Read the beginnings and
informa l ones in the box that follows, as in the examp le. endings of the three letters
(A-C) below and match them
A It was very good of you to let me stay at your house. to the people (1 -3) in part a).
B Could you tell me where I can get my watch repaired'!
C r look forward to seeing you at the barbecue. [AI] DearMr Crowley,
D I hope you find this information about bird-watching useful. I am writing to infonn you of the
E Please accept my apology. arrangements concerning ...
F I am sorry that I will be unable to attend.

INFORMAL SEMI·FORMAL I persondunngmyVISIt.

. . I look forward to meennq you In

Accepting an See you at the C flaokforwa rd to I Yours Sincerely

invitation barbecue! seeing you at the
barbecue.

F 2 Refusing an It's a pity that I can't - SuzanneLeger

invitation come. Dear Bill, '\ -

H" Just a quicK note to let you
1
KnoW what t've
planned a bout m
:J
trip ...

A
3 Thanking Thanks again fo r letting
me stay at your house.
... See yo u in a mont h or so.
®=!
until t he n, take c a re .

4 Apologising Please say you'll forgive All the best,

me. Suzanne
E

5 Asking for Do you knowwhere I can

information get my watch repaired?
B

6 Giving Hope this was what you ... I'.. forward ;"
M1ife- f am
D information wanted to know about
bird-watching.

.J
6 a) You are going to London next month and must write a letter
explainingJour plans, so the people JOUare writing to can J
arrange to meet you. What sort of letter (informal, semiformal
or formal) would you write to each of these people?

I A businessman you have never met: .

2 1\ friend you have known for several years: .
3 A family frie ndwho your fathe r wants you to visit .

36
 Unil 4 Semi·IOImollellers

7 a) Read the rubric and underl ine the key words, then answer the I CAlthank you both verY much
questions. B say thanks a lot
You have just returned from Britain, where you attended lessons at C express my gratitude to you
a language school. The school had arranged for you to stay with a
2 A all the stuffyou did
local couple you had not met before your visit. Write a letter to this
couple , thanking them for their kindness to you during your stay. B being so kind to me
C the kindness you displayed
Who is going to read your letter? How well do you know these people?
3 A Myvisit was enjoyable at times,
, What style should you use? Give examples.
3 Why are you writing the leiter? but
Ilowwould you begin and end the letter? Choose. B It was a wonderful experience
I which
A Dear Sir/Madam, c tDear ,Mr and C I really had a great time, so
4 A am sure I will always remember.
Yours faithfully, Best wishes, B won't forget in a hurry!
ull name) (full name) C shall always have unpleasant
R IDear Ben and
" . - .- D
memories of the experience.

d) Which of the phrases/

lots of love, \ Yours, sentences below would be
(first name) (full name) suitable as closing remarks?
Tick (I) .
b) Read the prompts and expand them into full sentences. Then,
match them to the topic sentences of the main body paragraphs
o A Thankyou again for allyour
kindness.
that follow.
o B Well, that's all my news.
my room / be / verycomfort able, / every meal / be / delicious o C My parents send their regards
and ask me to tell you that ...
what / help/ memost/ be / chance / practise English/ you / every day
o D Mum and Dad say "Hi".
you / make me / fee/li ke / I / be part / of / family o E By the way, why don't you come
and stay with us here?
1/ never / think / I / be able / speak / English / sowell O F ... you will always be welcome
guestsifyouwouldlike tovisit my
country.
Topic Sentences
Para 2 - I really appreciate all your efforts that made
" o G I would love to hear from you
wheneveryou have time to
my stay inyour home a happy one. write.
Para 3 - My trip to Britain has certainly improved my
English, too.
o II Drop me a line sometime, won't
I you?

c) Choose the most suitable phrase to complete the paragraph 8 Read the rubric in Ex, 7 again.
below. Which paragraph of the letter is this? Write your letter (1 20·180
words), using your answers
I am writing to tell you that I have arrived home safely, and (0 from Ex. 7 to helpyou. You can
(I) ..d .. for (2) duringmy stay with you. (3) (4) i . use the letter in Ex. 3 as a
model.

37
GO 1 Read the following questions then listen to the dialogue and answer them.
a) Why hasn’t Steve written earlier?
b) What does he think of Hong Kong?
c) What is the weather like?
d) What happened to him recently?
e) What does he say about his new colleagues?
f) Is his new job easier than the one he had in London?
g) How does the writer feel about his new situation?

Informal (friendly) letters/emails are normally written to relatives, friends or other

Introduction
people we know very well. A good informal letter/email should be divided into
paragraphs. Each paragraph should deal with one aspect of the subject and start Paragraph /
with a topic sentence which gives the main idea of the paragraph.
reason(s) for writing
Te ns e s
Main Body
Present Perfect and Past Simple are often used in letters/emails giving news.
The Present Perfect is used to refer to recent activities and the Past Simple to Paragraphs 2 • 3
refer to activities which happened at a stated time in the past.
development

Conclusion

2 Read the following letter and correct the mistakes. Write S for spelling, P for Ffaat Paragraph
punctuation, WO for word order, G for grammar or WW for wrong word. dosing remarks
first name

g
S
, know < *e re r g t i h G rfu% . The * * * * alreadv - ,
WO

SSS& SS& gSZ*

and yesterday'G ,
G
nlgW we h*>G 'he ' ' S S ,, was amazing'
P
WW WO
WW
WW anything

fss soon as I ge f 10
G
 Unit 8 Letters/Emails Giving News

3 Put the verbs in brackets into the Past Simple or the Present Perfect. 6 Write the following in the
haven’t seen appropriate style using 120 -
1 W e.................(arrive)
arrived two days ago but w e .................. (not/see) any of
have spent
the sights yet; so far w e ......................... (spend) our time just relaxing. 180 words.
semi-formal
2 I .................
have been (be) so busy lately that I didn’t .................
have(not/have) time to do 1 Last week your colleagues at
anything. I .................
went (go) out last night for the first time in weeks! the office threw a surprise
flew
3 B o b ................. went
(fly) to Rome yesterday. H e ................. (go) on a party to celebrate your
business trip and I really miss him; it’s the first time w e have been (be)
.................
promotion. Write a letter to a
got
apart since w e ................. (get) married.
sold haven’t moved friend telling him/her about
4 We................. (sell) the house last month but w e .................. (not/move)
the party.
haven’t finished
into our new house yet. The builders s t ill................. (not/finish) the
2 You have been on holiday
bathroom, even though they...............(start)
started work on it three months ago.
abroad for a week. Write an

4 Read the email below and put the verbs in brackets into the correct email to your parents

tense. What is being described in this email? describing your holiday so

far.
informal

Dear Gemma,
told
V w . M ' 1 , 1 (BII) y““ "
arrived as P ? ot my colle,Je cou,se 1" M W to spend some
t e S .............(am,e) h" ^ d3>S 390 and ha,e te n * “ •"» «™
learned
Yesterday I 3) .............(learn) to milk a cow. 14 ) .................(sit)
sat down 5) put tout) the
filled
bucket under the cow and 6 ) ...............(fill) it with milk, then 7 ) .............
watched (watch) as the cow
kicked
) ....(kick) the bucket over. I bet the farmer 9 ) ..................... (see) that haDoen Dlentv nf
times to the students he 1 0 )...............(teach)!
taught have seen P y
learned
Another thing 111) ..........(learn) to do is drive a tractor, which 112)...........
found(find) reallv easv -
It s just like driving a car This morning 1 13) got up
..........(get up) at 6 .0 0 am and 14)
collected fed (feed)
all the animals. I also 1 5 )...............(collect) fresh eggs from the hen-house.
Staying on the farm is a wonderful experience, and 116) enjoyed (eniov* pverv minntP nf
hough being a farmer is certainly a much harder job than 117) ........
thought (think)# S
Fancy joining me next time I come? .......... ' ' Te
Love,
Sue

5 Read the following letter and replace the underlined formal

phrases with more appropriate informal ones.

Dear Mum, I am sorry for not writing sooner

I wanted to tell
I felt obliged to write to inform you how everything is going here in Spain
since I started university. Please "accept my sincere apologies for not writing
sooner but I’ve been so busy I really haven't had a suitable opportunity. chance to write
I managed to find a nice place to live. It’s a small flat just around the
corner from the university. I’m sharing the flat with a girl called Anita
who seems really nice and has been here for a year.
I have become familiar with my surroundings and have been practising have got used to/ have got to know
my Spanish, which is improving considerably every day. getting better
I hope to return home for Christmas once the examinations are over. It
will be wonderful to see everyone again. I do get homesick, you know. hope to come
I look forward to hearing from you soon. Can’t wait to hear you soon !
Yours sincerely, Love
Jufie
 avoid this

taking up a new sport or hobby

should take some steps to stop this from happening

trying sth different

follow fashion blogs

the battery life.

buy clothes in sales

talk to your classmates

 consider

Greatly

solution

are taken
 I) Asking (or/Giving Advice
Si 1 A. Read the following questions, then listen to the dialogue
answer them. You may take notes while listening.
a) Who did Pat send a letter to?
b) Is the letter formal or informal?
c) What is the reason for writing?
d) What problems does she describe in the letter?
e) How does Pat start and Finish the letter?
B. Read the following questions, then listen to the second letter and
answer them.
a) What is the reason for writing?
b) What advice is given?
c) How does the letter start and end?
d) Is it an informal, formal or semi-formal letter?
As k ing for a dvic e
2 Look at the two plans in the right-hand column of this page. Which plan was
followed in each letter? Introduction
Paragraph /

reason(s) for writing

Letters/Emails asking for or giving advice can be formal, informal or semi-formal
depending on the situation. A letter/An email asking for advice can be sent to a Main Body
friend, a consultant or an advice column in a magazine. Details of the problem
Paragraphs 2 ■ 3
should be mentioned. A letter/An email giving advice should contain suggestions
introduced with appropriate language. description of problem(s)

U s e f u l L a n g u a g e f o r L e t t e rs / E m a ils A s k i n g f o r A d v i c e Conclusion
Opening Remarks: (Form a | am writing to ask if you could help me with / 1would Final Paragraph
appreciate it if you could give me some advice about / 1am writing to ask for your
advice / 1would be grateful if you could offer your advice / Could you possibly dosing remarks
offer your advice / I wonder if you could help me with a problem, etc. (Inform al) (full) name
I’m w riting to ask for your advice / Can you give me your advice / I’ve got a
problem and I need your advice, etc.
Closing Remarks: I would appreciate it if you could give me your advice Giving a dvic e
as soon as possible / 1look forward to receiving your advice / It would be of great
help if you could advise me, etc. (Informal What do you think I should do? / Please
let me know what you think I should do. / Please tell me what to do, etc.
Introduction
Paragraph /
U s e f u l L a n g u a g e f o r L e t t e rs / E m a ils G i v i n g A d v i c e
thanks for tetter/express
Opening Remarks: (F orm a Thank you for your letter/email requesting / 1am understanding of problem
writing in reply to your letter asking for advice about / 1hope the following advice
will be of some help to you, etc. lnforr | just got your letter and I think i can Main Body
help you / 1was sorry to hear about your problem. Here’s what I think you should
do, etc. Paragraphs 2 - 3
Suggestions can be introduced with expressions such as: Form, | strongly suggestion(s) + reason(s)
recommend that / 1would suggest that / 1believe the best course of action is / 1would
advise you to / You should / You ought to / If I were you I would (Infor Why don’t Conclusion
you / You should / You ought to / It would be a good idea to / What you should do is
... / How about... 1 1think you should ... / The best advice I can give you is..., etc. Final Paragraph
Closing Remarks: ial) I trust you will accept this advice / 1 hope this will be dosing remarks
of help / 1would very much like to know if this was helpful tfoi m a Hope this has
helped / Let me know what happens, etc. (full) name

44
 Unit 8 Letters/Emails Asking for/Giving Advice

3 Read the following letters and answer these questions. What kind 4 Study the following situations
of letters are they? Which letter is formal and which is inform al? and, using appropriate
What is the topic of each paragraph in each letter? Now replace expressions, offer advice to
the underlined phrases with other sim ilar expressions, keeping the each person.
appropriate style.
1 Yo u r friend wants some advice on
what she should take with her on

Dear Miss Pierson, her first trip abroad.

M O D EL A
2 Yo u r boyfriend / girlfriend has asked
Thank you f o r yo ur le tte r asking fo r m y a d vice ab o ut w h a t you for advice on how to impress
you should do now t h a t you h ave finish e d school. I re alise how
your parents the first time he/she
difficult this sta g e m ust be f o r you, but th ere are a ra n g e of ,
options f o r you to choose fro m . meets them.
If I w ere you, I would m ake a list of all the ca re e rs w hich i 3 A colleague at work has asked you
may interest you and th en d ecide w hich one you fe el you are to advise him how to gain a
best suited to in term s o f exam gra d es or su bject interest. J_ |
promotion.
would also suggest t h a t you see a ca re e rs o ffic e r who would be i
able to give you professio n al a dvice. Furth erm ore, it would be j 4 Yo u are a doctor and a patient needs
a good idea to w rit e to some u niversities and ask them to send advice on how he can successfully
you a prospectus; you m ay fin d a course w hich re a lly ap peals I lower his high cholesterol level.
to you.
5 Y o u r brother would lik e some
I hope these suggestions will be o f help to you. I wish yo u well
in w h atever course of actio n you decide upon. Do let me know advice about what to look out for
what you decide to do; it is alw ays good to h e ar fro m fo rm e r when buying a second-hand car.
pupils.
Yours sincerely,
Linda Steel 5 Write the following in the
appropriate style using 120 -
180 words.

1 Yo ur parents will not let you

go on holiday as they want you
to study for your exams. Write
a letter to a friend asking for
his/her advice on this matter.
2 The extract below is part of
an email you received
recently from a friend. Write
a reply giving her some advice
about what she should do.
urn •m sas - j

7 failed all my A-level exams so

now I can’t get into university. I
feel like such a failure; I ’ll never
get a degree now. ”

3 You feel that you and your

mother cannot agree on
anything. Write a letter to a
problem page asking for advice.
 Read the table
cassette and fill in
What complaints
What

Complaint Justification (but I had been told t h a t ...)

a) I stayed in a huge multi -storey I would be staying in a family-run

........ house.
b) The resort w a s .................... . with tourists. T he resort was and unspoilt.
c) The beach was a .................. bus ride away. T he beach was a ... walk away.

Letters/E
Letters / Em ails of co m plaint are norm ally written in a formal style.
Introduction
/ f r • Mild or•strong
s lan g uage can be used depen din g on the feelin gs of the writer or the
/ seriousness of the co m plaint, but a b usive lan g uag e must n ever be used.
Paragraph /
e.g. Mild C o m p lain t: I am writing to com plain about a damaged videotape I
bought at your shop. reason for writing
I hope you will d eal with this matter/resolve this matter quickly.
Stro n g C o m plain t: I am writing to express my disgust at the appalling
Main Body
treatment I received while staying at your hotel.
I insist upon full com pensation or I will be forced to take this matter further. Paragraph* 2 - 3
• Start a n ew paragraph for e ach different asp ect of the topic.
• You should state the reason for the co m plaint in the first paragraph.
comp/aintfsj and justification
• A ny co m plaints you m ake should be supported with a justification.
• C o m plaints and justification can be linked together as follows:
Conclusion
I still haven't received the goods I ordered in spite of/despite the fa ct that I sent
you a cheque three weeks ago. final Paragraph
Although/E ven though I have only used the automatic tin -opener once, it no
longer works. I have written to you twice b ut you have not taken any action. suggested action to be taken,
I have already written to you twice. Nevertheless,/However, you have not taken closing remarks
any action.
full name

2 Match the complaints with the justification using appropriate linking words.

Complaint Justification

1 My 2-year-old daughter cut herself on the toy. a) I sent you a cheque to renew it a month ago.
2 When we received the bill we realised we had been b) I informed you o f my change of business address.
charged the full price. c) I booked a room with a private bathroom.
3 The top rack of the dishwasher has broken. d) I have only used it three times.
4 Yo u still keep delivering equipment to the wrong e) Yo u claim it is safe for children over 18 months.
address. f) T h e label states that it can be washed at high
5 I received a letter saying my licence has expired. temperatures without the colours fading.
6 The shirt’s bright red collar has turned pink. g) W e were told there would be a 2 0% discount if we
7 1 had to share a bathroom with other guests. ordered before Ju n e.

46
 Unit 8 Letters/Emails of Complaint

4 Read the following letter and

correct the mistakes. Write S
Useful Lan guage for Letters / Em ails of C o m plaint
for spelling, G for grammar,
O p e n in g R e m a r k s: ( M i l e I a m w ritin g to c o m p la in a b o u t / F for punctuation, W O for
regarding / on acco u n t of / b ecause of /on the su bject of .../I am writing word order or WW for wrong
to draw yo ur attention to .../I am writing to you in co n n ectio n with ...
word.
e tc. I w a s a p p a lle d at / l w a n t to e x p r e s s m y s tro n g
dissatisfaction with/l feel I must protest / com plain about, etc.
Closing Rem arks: I hope / assum e you will replace /l trust the D e ar Sir / Mad a m , G a m Writin g
situation will improve /l hope the matter will be resolved / l hope w e can
sort this matter out a m icably, etc.
I <Wr o t e > to co m plain fo r a
I insist you replace the item at once /l de m and a full
washin g m achine who I rece n tly
refund/l hope that I will not be forced to tak e further action, etc.
took fro m y o u r co m pany.
Wh e n I used the m achin e f o r
the f ir s t tim e p ro p erly it work e d
and th e clothes come out clean
and fresh . Also, when I used the
3 Read the letter and state the topic of each paragraph. Is it a mild
m achin e the second tim e, it
or strong letter of com plaint? Then fill in the table below with the see m ed to h ave been a
complaints and the justification. m alfu nctio n while th e rinse cycle.
The clothes still had q uite a lot
jTo/From jData jPriority
o f soap in the m when I have
e r j ta k en the m out.
Dear Sir / Madam, Furth erm ore, when I trye d
w ashin g a n o th er load of lau n dry
I wont to e x press my stron g d issa tisfactio n w ith th e service I th e same thin g happened, in
received d urin g a visit to y o u r re sta u ra n t on D ece m ber 12th.
a d ditio n to this, the m achin e did
Firstly, I had booked a ta b le f o r my w ife and m yself fo r 8:30,
, not hit the w a t e r to the rig h t
but it w as 9 o’clock b efo re we w e re seated. Such a d elay seems
to me ine xcusable. te m p erature. Even though I had
turn e d th e dial to 50°C, the
Then, in spite o f the f a c t t h a t I had re p e ate d our o rd er to w a t e r in the m achin e re m ain e d
check th a t the w a it e r had h e ard me co rre c tly, he procee d e d cold thro u g h o ut the e n tire cycle.
to bring us the wro n g sta rte rs. Such careless service should not
i assume yo u will re place the
be tolerate d in a re st a u ra n t w hich ch arg es such high prices.
w ashin g m achin e as it is obvious
To make m atters worse, the ch ocolate g ate a u we w ere serve d ly \ Nronq. ih o p e the m a tte r will
for dessert w as q uite stale. The menu claim ed, though, t h a t all ] resolve pro m p tly.
desserts w e re fre s h ly p re p are d t h a t d ay.
Yours f ait h f uly,
My w ife and I w ill not be dinin g in y o u r re st a u ra n t a g ain;
n a ncy Gillis
however, as m anager, yo u would be wise to g u ard a g ain st such
appalling tre a t m e n t o f y o u r custo m ers in fu tu re.
I
Yours faith fu lly,
Larry D unman

Complaints Justification

47
Unit 8 Letters/Emails ot Complaint

Wh e n you want to introduce another com plaint in a letter /an email, you
ca n b e gin th e s e n te n c e with o n e of th e fo llo w in g lin k in g w o rd s or
p hrases: what is more, in addition, furtherm ore, m oreover, etc.

5 Punctuate the following email of complaint and divide it into

paragraphs. Then comment on the tone of this email.

Dear Mr Haynes .

furthermore their'co^tinual barking is ^

myself finally I feel that these dogs have a en neighbourhood

matter can be resolved Yours Sjncerejy

William P e n t o n ______

6 Read the letter and underline the

correct linking words in brackets. 7 Write the following letters in .
Is the language mild or strong? the appropriate style using
120 - 180 words.
D ear Mrs Brosnan,
1 Yo u stayed at a holiday reson
I am w ritin g to co m plain ab out a recommended by your travd
w a te rp ro o f ja c k e t I p urchased fro m agent. However, you did no!
yo u r shop last week.
enjoy your stay due to s
1) (H o w ever / A lth o u g h) th e ja c k e t
number of difficulties. Writ!
w as supposed to be co m pletely
w a te rp ro o f, I got soaked the firs t an email describing them anc
tim e I w o re it in w e t w e a th er. 2) asking for action to be taken.
( F u rt h e r m o r e / B u t ) , when I trie d to
ta k e the ja c k e t o ff, the zip w o uld n't open and when I trie d
2 Yo u have recently bought i
to g et it unstuck, the ja c k e t tore.
cassette player but it does not
I sent the ja c k e t b ack to y o u r shop a f t e r h avin g been
assured by one o f the assista n ts t h a t I would be sent a refund. work properly. Write a lettei
3) (H o w e ve r /In a d d itio n ), I still have not receive d one. of complaint to the managei
As a re g u lar custo m er of yo urs, I fe el disap pointed w ith the o f the shop where you bough'
w a y I h ave been tre a te d an d hope t h a t steps w ill be ta k e n to
it.
r e c tify th e situation.
I tru st this m a tte r will receive y o u r im m e diate atte n tio n.

Yours sincerely,
John W ells
 [| Letters/Emails oi Apology
i OQ 1 Read the following questions, then listen to the cassette
and answer them. You may take notes while listening.
a) Why has Dave written a letter?
b) What reasons does he give?
c) How does Dave’s letter end?
d) Is Dave’s letter formal or inform al?

letter / An e m ail of a p olo g y ca n be eith er form al or inform al. It ca n b e written

when so m eone has m ade a mistake, has failed to perform a duty or is not a ble to
fulfil a pro m ise. T h e main b o dy co n tains reaso ns for the in co n ve nie nce ca use d .
In th e fin al p ara g ra p h you ca n e x p ress yo u r h o p e to im p rove th e situ atio n or
promise to m ake up for any proble ms that have been caused.

2 Read the email below and divide it into paragraphs. Then read it again and
answer the following questions: a) Why was the letter written? b) What reason
is given for the inconvenience? c) What action will be taken to make up for the
inconvenience caused? d) What style of language has been used? e) What is
the topic of each paragraph?

Introduction

------ Para g ra p h /
Fox' + 41583796
reason fo r w riting

Dear Mrs Brown,

Main Body
0n behalf of Sunrise Travel *
Paragraphs 2 ■ 3
reasons to explain the
the last minute to what we had that we discovered inconvenience caused

Conclusion
p t^ e m s experienced while , (op.class » Final Paragraph
o tto you a ' I „u> sincetest apolos'es or the express understanding/regret
compensation. Once ag ^ (0 „ ea„ n, , Iom Voo. o r prom ise to make up fo r
inconvenience causeo. the situation

dosing remarks
Yours sincerely,
John Greenway fu ll name

49
 Unit 8 Letters oi Apology

4 Write the following in the

U seful L an g u a g e fo r L e tters/E m a ils of A p o lo g y appropriate style using
120 180 words.
O pening Rem arks: (Form al) I am writing to ap olo gise for/l must apolo gise
for /Please acce p t my sincerest ap olo gies for/ How can I a p olo gise enough 1 Yo u have promised your boss
for/l must ap olo gise profusely for, etc. (Informal I hope you will understand that you will work some extra
when I say that /What can I say, e xcept I’m sorry that /l'm sorry for / 1 owe you
hours next weekend. Due to a
an apology / l'm so sorry if I upset you in any w ay / 1 ca n't d escrib e how sorry
I am and how guilty I feel, etc.
family problem, you will be
Closin g Re m arks: (Form al) O nce again, sincerest ap olo gies for/l hope you unable to fulfil your promise.
will acce p t my apologies/ l hope my ap ologies will be / are accepted, etc. Write a letter of apology to |
(Informal) I hope you believe me when I say how sorry I am/l ca n ’t tell you your boss explaining your
how sorry I am / 1 beg you to forgive me for/ There is no e xcuse f o r ... and I
reasons and promising to
hope yo u ’ll forgive me, etc.
make it up to him/her.
2 Yo ur friend let you spend the
weekend at his seaside cottage.
Read the two letters below and fill in the gaps with expressions from W h ile staying there you
the list. Then answer the following questions: a) Which letter is accid entally stained an
formal and which informal? b) What is the reason for writing each expensive Persian rug. Write
letter? c) What is the topic of the final paragraph in these two letters? an email apologising for the
d) What complaint had been made in each situation? Finally, damage and offering to get it
underline the opening and closing remarks then replace them with cleaned.
others from the table above.

1 to apologise/ to say how sorry I am 5 D ue to my absence /Because I 8 be sure/rest assured

2 bad behaviour/ disgraceful conduct wasn’t there 9 what happened /this incident
3 I know/I realise 6 but / However 10 put you off/ deter you
4 sort out the problem /resolve the 7 severely reprimanded / properly
matter told off

Dear Mr Johnson,
D e a r Belin d a, “ - - - - - - -—
I am writing to you 1 )........... fo r the 2 ).............
of a member of our sta ff towards you on Saturday t o s t" 1w J e T 'l) V ...................... 1 f 0 r m y s° " ' ! 2 ) ............................
April 23rd. 3 )............ how much this must have
upset you, and I hope th at we can 4 ) ........... * % * * « : : e: M 1
agreeably.
5 ) ............ a t the time, l was unable to apologise Z l C
g T Z ° y " e j ‘ * * * rT e
to you in person. 6 )............ . I always ta k e such
incidents e xtrem ely seriously and, following your
y o u lik e th at ag ain .............. e r speak to
letter of complaint, the member of sta ff has been
7 ) ............. You can 8 )............ th at he will be 1 h ° P e 9 ) ................ w on’t 10 )
treatin g our customers quite d iffere n tly in future. roun d to o ur house a g ain rd lik e " t n Z n 'u C° W ' " 3

I hope th at 9 )............ will not 1 0 )............ from 7 son’s b e h avio u r by in vitin a In u t f f° r

using our store in future, in an atte m p t to make T hursday so th a t he can have th e chance u °"
up fo r the inconvenience caused, we are sending S°Lo^e ls h im e lf- Say
you a co m plim entary gift. toanne
Yours sincerely,
Peter Brown (Manager)

50
 Letters/Emails of Application
® 1 Read the following table, then listen to the cassette and tick the correct
information. Using the notes, say what details the person applying for the Introduction
job included in her letter of application. Is the letter formal or inform al?
Paragraph t

reason fo r w riting
Jo b a d v e rtis e d full- time s a le s assista n t
p art - tim e s a le s assista n t Main Body
Applicant’s qualifications t w o A le v e ls in a rt a n d m aths Paragraphs 2 - 3 - 4
and training t w o A le v e ls in m aths a n d g e o g r a p h y
q u a lific a tio n s /tra in in g -
Applicant’s experience six m o n th s / lo cal c o r n e r sh o p
previous experience/qualities
and skills
six m o n th s / ce n tral c o f f e e sh o p

Applicant’s qualities re s p o n sib le a n d tru stw o rth y

Conclusion
and skills d e cisiv e a n d e n e rg e tic n Final Paragraph
Applicant’s additional e n clo s e d C V / a v a ila b le fo r in t e rvie w dosing remarks
information and reference e n clo s e d a p h o t o / a v a ila b le f o r in t e rvie w full name

A letter / A n e m ail of a p p lic a tio n m ay b e w ritte n w h e n w e a p p ly for a p erm a n e n t /

te m p orary jo b or e d uca tio n al co u rse. It is usu ally form al; th erefore, the a p pro priate
lan guage and e x pressions should be used.

2 Read the following letter and correct the mistakes. Write S for spelling, G
for gram mar, P for punctuation, W O for word order or WW for wrong
word. Read the letter again and write down the topic of each paragraph.

D ear Si r / M a d a m ,____ S w ritin g

I am d T 5 to ap ply f o r the of Physical Ed ucation te ach er at
S ain ts’ Girls' school in Liverpool as in The H erald of 24th May.
I am twenty - six y e a r old and o btain e d a d egree in S p orts Science a t
U niversity 7991. I a m p rese n tly >!«' as a teachin g assista n t in t
d e p art m e n t a t hn,i> G ra m m ar School in M anch ester w h ere I fo r
fo u r y e a rs. Prio r to this, I two y e a rs as a swim ming co ach in M
a t the Regent Leisure C entre.
I am in the post availa b le as I am ea g er to upgn
present status fro m teachin g assista n t to ap pointed P.E. te ach er. I am
and b elieve in encouragin g pupils to re ach th eir full p otential.
If you wish me to an in terview, I shall be glad to do so. __
am looking f o rw a r d to liea fro m you.
Yours fa ith fu lly,
Ba r b a ra Win te rs
 Unit 8 Letters/Emails ot Application

4 Match the qualities with the

Useful Language for Letters/Emails of Application professions. Some qualities can

/
(for a Jo b)
be used more than once.
Opening Rem arks: I am writing with regard to your advertisement / 1 am Then make sentences as in the
writing to ap ply for the post / job / position of /which I saw advertised in etc.
example.
Reference to e x perience: ... for the last / past ye ar I have been working as ...
since / f o r ... / 1 have had e x perie nce o f ... / Two ye ars a g o I w as e m ployed patient, alert, skilful, open-minded,
as ... / 1 worked as ... before etc.
dedicated, organised, approachable,
Closing Rem arks: I would ap preciate a reply at your earliest conve nie nce /
Please contact me regarding any q ueries you m ay have / 1 e nclose my CV understanding, calm, imaginative,
and I would be glad to attend an interview at any time convenie nt to you / 1 logical, creative, knowledgeable, kind,
look forward to hearing from you in due course, etc. confident, able to cope in a crisis, good
communication skills, able to work under
3 Read the C V and the email. Then, say which information given in pressure, sense o f humour, polite,
the C V has not been included in the email. Finally, suggest conscientious, tolerant
alternative beginnings and endings.

Name: Miranda Beeton (single)

Address: 15 Oak Tree Drive, Southampton
Date ol Birth: 28 October 1974
Education: 1985 - 1992: Tolworth Secondary School teacher pharmacist
GCSE's: Maths, Geography, English, Computing, History, French, Spanish
A levels: French, Spanish, History
1992 -1995: B.A., Tourism Studies - University of East London
Work Experience: June - September 1995 - Travel Agent, Sky High Tourist Agency
October 1995 - Present - European Tour Guide, Sunshine Tours
Other Information: Computer skills: Certificate of Proficiency in word-processing and graphics
Languages spoken: French, Spanish, some German
Interests: tennis, travelling, reading
reporter
Referees: J. G. Malcom (President) B. Needham (Manager)
Sky High Tourist Agency Sunshine Tours
25, Midtown Street, Southampton IHortanza Calle,Madrid, Spain

e.g. A teacher has to be patient because

children need time to learn certain
things.

55
 Unit 8 Letters/Emails ot Application

Useful Language for Letters/Emails of Application Applying for o Course

(for a Course)
/ Opening Rem arks: I would like to ap ply for ad mission to the ... beginning /l
Introduction
would like to be consid ered for, etc.
Paragraph /
Refere nce to e x perience: I hold a certificate / d e gree in/ I am due to take
e xaminations in / 1 have taken / passed the ... exa mination / 1 hold the following reason fo r w riting
qualification / I have co m pleted the following courses / degree course / My
degree is in En glish, etc. Main Body
Closin g Rem arks: I would ap preciate a reply at your earliest co nve nie nce / 1
look forward to meeting / hearing from you /Please contact me regarding any Paragraphs 2 - 3
q ueries you m ay have / I e nclose further d etails of my education and qualifications / reasons fo r wanting to
qualifications to date / 1 hope that you will consid er me for entry / 1 look forward take the course
to receivin g your resp onse in the near future, etc.
Conclusion
•••••••••••••••••

Read the letter below and underline the formal expressions. Then final Paragraph
replace them with similar expressions from the table above. Finally, dosing remarks
give the topic of each fu ll name
paragraph and say
what kind of letter
6 Write the following in the
appropriate style using 120 -180
words.

1 Yo u want to go to Winston
University to do a degree in
History. Write a letter applying
for a place on the course.

2 You have decided to spend

some tim e working this
B e a r Sir / M a d a m ^ ^ wchaEol m course summer. Yo u have seen an
advertisement in the paper for
lifeguards to work for a month
on one of the most popular
beaches in Sussex. Write an
email asking to be considered
^ t h e completion of my BA I “ for one of the positions.
assistant a r c h a e ° ^ s t on « s' e interesting by

c o n sia e r m y “ k k — -
___
r e s p in
o n st-He
e in near
th e future.
n ear fu tu re.
Y o u rs faithfully,
jill H olla n d
 UNIl5 Tronsoclionollellers
1m 1 Look at the advertisement on the right, and the notes below. Listen 10 the
cassette and tick the points in the notes (A-K) which have been included in the Lynwood
letter.
Outdoor
[KIJ advert in Wessex Times, April
[![] not m ilch info rmation in advert
CHARGES,
@I] total cost - how m ilch ?
etc Centre
ACTIVITI ES ffiD charge per day, or pe r activity?
@[] bikes - hire, or bring my own ? [IIJ accom m odation ava ilable?
@I] canoeing . qu alified instru ctor? QI] necessary to book ?
[]I] h iking - where ? with a guide? REPLY
[IIJ any other act ivities offered? [R[] write, or phone me - 0181·3 13-9480

Transactional letters are letters which respond 10 written information. This information
may be in the form of advertisements, letters , invitations, notes, etc, as well as visual
prompts such as maps, drawings, etc. c<,ooeinq
• Transaetional letters can be of any type e.g. letters of complaint, letters of apology,
letters applying for a job, letters giving/asking forinformation, etc. mountain biking
• The style of writing can beformal. semi-forma! or informal, depending on who you
are writing to.
• It is important to include all the factual information given in the rubric. You must give
Formore Information contact:
this information in full sentences, using your own words as much as possible.

-
e.g. early registration needed? Lynwood Outdoor centre,
a) Is early registration necessary? cj Do I need to register early? Lynwood House, Applegate
b) Would you recommend that
I early?
d) Is" necess8IY to register early?
............. ...........
• You may need to summarise some information, or explain the results/importance
I Who are you writing to?
of some facts, but you should not change the facts you are given.
2 Are you going to use
colloquial language?
2 Read the rubricand underline the key words, then answer questions 1-7. idioms? short forms? If
yes, why?
You and two of your friends have decided to rent the cottage in the following
advertisement. Read the advertisement and the notes you made afterspeaking 3 Why are you writing the
to the owner. Then write a letter to a third friend, asking him/her to join you and letter?
giving him/her the information about the cottage and what you can do there.
4 Howwould youbegin and
"" "-" end your letter? Choose.
Bedrooms - big, 2 beds in each
Things - sports centre 3 km
In beautiful country- to do away, horse-riding Al DearMs!!.::lds, ...- -
side. Two double bed-
P.1a.'es to - local museum, .:You" faithfully,
rooms, large garden.
Plenty of activities &
places of interest in
VISit

Price
Wildlifepark
- £200 per week CLeo £50 each)
I
, + your full name
Dear + your friend's I
area. Some dales still Transport- use of4 bikes B name --:-
available. Dates 15th - 21 st August
Tel. 0362·211 -4D47 aVaii4ble Love,
for information + your first name

38
 Unil5 llOnsucliunullellers

3 a) Read the letter and co mplete the paragraph plan using the
headings below. Has Sue's letter covered all the points in the
rubric, advertisement and notes? Underline the words/phrases
which refer to these points.
• persuade friend to joinyou . information about cottage
.. Wh ichof the points belowmust you • what the area offers
include inyour letter? Tick (.I)_
t- A information about sleeping Dear Helen,
space s [ Hil How are you? I'm sorry r haven't written for ages, but I've
t= B cooking facilities been really busy. Anyway, I'm writing naw to let you know that
Claire, Jan and J have decided to rent a cottage in Dorset from
E== C activities/sports in the area .e 15th to 21st August and we'd love it if you could join us.
t=: D description of the town I asked the owner all about the cottage and it sounds great.
E details of Ihe sights/tourist The cottage has only got two bedrooms, so we'l! have to share,
anrscrions in thearea but the rooms are big with two beds in each. There's a/50 a
f the best way to get there large garden. Irs only £200 a week - that's £50 each, if you
join us. In other words, it's a rea! bargain!
t= G howmuch the holiday will cost
t- H an invitation for your friend to
join you
-:- There are lots of things to do in the area. We can go horse-
.i: riding, and there's a sports centre not far away. There is also
a market a local museum and a wildlife park. The owner says
f- the telephone number of the ::::: thereare fou r bikes at the cottage which we can use, too, which
owner means we can get around easily.
f-
J the dates you intend to go there I really hope you dec ide to join us. It would be such fun to
go on holiday together, and the weather will probably be good
, Complete the sentences, as in the at that time of the year, so I'm sure we'll all have a great time.
example. [ all for ncMI. write and let me know as soon as
There are only two bedrooms so youve deCided what you're gOing to do. Take care. -
we'll ' U
•
n ' •
I. lots of love,
A put two beds in each ) Sue
® have to share
2 lfyoujoin us, it's £50each. which
ISa ... .
A bargain Para 1: Opening remarks/reason(s) forwriting
B fortune Para 2:
3 There are four bikes at the cOllage
whichmeans that we can _._.
A visit the sports centre
-
>
0
m
c
-a
Para 3:

B get around easily '" Para 4:

-I We can refit the cottage from 15th
to 21stAugust. So there's no need
Final Para: Closing remarks
to W011)' about ...
A theweather
B the tourists
; What opening and closing remarks b) Replace the topic sentences in the main body paragraphs with
would you write? other appropriate ones.

39
Unil51runsoclionollellers

;r REQUESTINGINFORMATION
To request informationyou can use direct or Indirect questions.
Direct questions are quite common in informal letters and often begin
5 Look at the extracts and the
notes (l -IO) made about them.
Then, match the notes to the
sentences (a-j ) opposite, as in
with a question word such as what, who, when, how, etc.
e.q. What time will the partyfinish? How far is the hotel from the beach? the example.
• Most indirect questions are formed with modals such as could, would, etc
andare normally used in semi-formal or formal letters.
B1'DAL£' CJIMP - I
- e.g. I would be gratelul ffyou could tell mewha1 ,me fIJe party willfinish.
fun aces! /1) exact
Could you please letme knowhowtarthe hotet isfrom the beach?
• compentrve I 2 h
• You use if/whether inan indirect question when there is noquestionword • English lessons daily/"" ) haw
in the direct question. 001"5
e.g. Direct question: Do we need to bring our own food?
Indirect queslion: I would like to know If/whether we need tobring our
own food. 3) when exactly?

ATNEX COLLEGE
\ Reserve a place onone ofour
4 Read the questions below and say whether summer courses in photography
they are direct (0) or indirect (1). Then • FREE MATERIALS
rewr ite them, as in the examples. 4) what do I bringl

1 I am interested in finding out if there 5) marine biology books?

will be a ski instructor =I
Wdl there be a ski instrucwr? matter what you want to read, I
I
0
FULLSTOP BOOKSHOP
2 Do I need to pay a deposit? =D will find it for you!
[ would like to know if [ need to pay a \
• ALL SCHOOL BOOKS IN STOCK
,deposit.
• HUGE SELECTION OF
FOREIGN LANGUAGE BOOKS ,
I

,- /- /
\lessons day?
3 Could you perhaps tell me how many tickets arc available?
• Intensive courses:
4 I would like to know whether there are any facilities fo r young children. LearnItalian in three months
• 20 hours per week
5 What time does the play finish? • Small grOUPS or private lessons

8) how many
6 Do you cater for vegetarians? students?

7 I would appreciate it if you could send me further information.

G YMNASTICS COMPETmON
• [oolie Sports Centre
8 Where exactlyis the restaurant?
• 29thApril
Tickets still ab
c.ccle,-_ _
9 Could you please let me know where the nearest train station is?
9) momint3 or IO)h(IN muc hi
aftemoon?
Is the costof equipment included in the price?
 Unil lrunsoclionnllellers

a I 1 I would appreciate it if you could let me know exactly how much the 7 a) Read the rubric below, then
camp costs. answer the questions.
Is there anything I need to bring with me? You are organising an end-of-
Could you let me knowthe exact dates OfYOUf courses? term party at your school and
have already made some
Could you please tell me how manyhoursper daywe will have lessons? arrangements. Read the notes
I'd like to know if there are classes every day. you have made for a letter to
your head teacher, Mrs White.
Do you have marine biology books? Then write your letter, using all
I I would like to know if the competition takes place in the morning or the information given.
afte rnoon.
Let ter t o Mrs \!./hite
hi I would be grateful if you could tell me how much the tickets cost.
end-of-term party -
iI I am interested in fi nding out whetheryou have any Portuguese books.
school hall, Sat. 1stJuly, 8-11pm.
I would appreciate it if you could let me know exactly how many tell her about:
students there arc in eachgroup.
place. date, t ime (see above)
- who's coming (4t h& 5th forms)
6 a) Look at the following advertisement and write short questions - music (,,;ohn Smith'sDisco)
about the underlined words/phrases, as in the example. - food & drink
(Mary & Eva responsible)

I ask her about:

- cost of t ickets
Do you ... - posters - where?
• enjoy working with children? e.g. / Which
• want to work abroad? - - - countries?
Should your letter:
Nannies Around t he World 2 a give information?
is an international agency establ7
'Shed b ask for info rmation?
in 1980. We are ..................... ? c give and ask fo r information?
looking for young people 2 Who is going to read your letter?
who enjoy working with children. 3 3 How well do you know the person?
Regular working hours. / 4 How should you begin and end the
Two evenings a week free.
..................... ? letter?
5 What opening and closing remarks
should you write?
..................... ? b) Write sentences using the
notes given.
• Please writeto
Mrs Maddoxat 14A. Tissier Rd. Toronto, Ontario, Canada or e.g. place/date/time: The party will be held
telephone 0770·37660 for further information. ..................... ? ill the school hall on Saturday 1st July
from Spm to 1lpm.

b) Use your short questions to write suitable sentences requesting 8 Read the rubric in Ex. 7 again.
Write vcur letter (120-180
information.
words), usingyour answers from
q . 1 1 would like toknow which countries 1might be expected to work in. Ex. 7 to help you. You can use
or Could you please tell me which countries YOl/ operate ill? the letter in Ex. 3 as a model.
41
UNIT 9 Transactional Letters/Emails
T ra n sa ctio n al le tters / e m ails are le tters / e m ails w hich resp o n d to writin g in p ut
(advertise m ents, other letters, em ails, notes, invitations, etc) and / or visual prom pts
(m aps, drawings, etc).
Dog
•
T hey can either be formal or informal, d epen din g on who you are writing to.
Transactional letters / em ails can be of a ny typ e (co m plaint, ap plication, invitation, O bedience
askin g for/ giving advice / information, etc).
• Wh e n yo u write a tra n sactio n al letter / e m ail yo u sh o uld in clu d e all th e releva n t
factual information given in the rubric, using your own words.
Classes
• You should also m ake sure that each paragraph d eals with only one topic.

1 Read the advertisement and the two letters, then decide which model is good
and which is bad, giving reasons for your answer.

Dear Sir / Mada m, M O D EL A

I am w ritin g to in q uire ab out yo u r a d vertise m e n t in the Se pte m b er

issue of Favo urite Pets magazine. I am intereste d in dog obedience classes
but I would be g ra te fu l if yo u could send me fu rt h e r details.
Firstly, I would like to know w h a t breeds of dogs a re acce p te d fo r
the classes and w h eth er the dog must be a ce rtain age in o rd e r to ta k e
part. I h ave a six - month - old m ale cock er spaniel w hich I am an xious to 1
train. He is v e ry e x cita ble and esp ecially needs to le arn how to w alk
without pulling on his lead.
I also re q uire in form atio n on the cost of the course, when it will
commence and how long it is lik ely to la s t
I look fo rw a rd to receivin g d etails ab out the dog obedience classes. Thank
you in a dvance fo r yo u r help. Train your(fog)n our speciaKS
Yours faith fu lly, Register now for
Kristen Miller the autumn /course.

For m ore in fo rm a tio n

S m art D ogs
D ear sir / Madam,
3, Longhjill G reen
W olf h ill I

« ' need some '"fo r m a tio n , you see. ' d e a d e d to dro p yo u a p a rtic u la r
a g e o r breed
or h he7 oo y o « £ H e \7 "a'lly M eet™ !! 1 7 | , ? f P' a t ,his o f d o g?
let me know ab out this. d be 9r e a t if yo u could when e x a c tly
do c la s s e s
to control, 7 x an W ? ^ ^ ea$ier begin and en d?
begin and end? 1 t0 s t a r t w h en e x actly do classes
r m looking fo rw a r d to y o u r re ply. Thanks a lot.
Notes: - breed /age of dog
Best wishes, ( - specific aspects it
John Riley
needs training in
- cost of the course
 Unit 9 Transactional Letters/Emails

Useful Language for Letters/Emails

Requesting Information
O pening Rem arks: (Form al) I am writing to inquire about/in con nection
with, etc.; (Informal I want you to tell me; C an you let m e know, etc. To
introduce first request: nal) Could you possibly sen d; I would be
grateful if you could; Wo uld it be p ossible for you to tell /send me; I would
ap preciate so m e information about, etc. (Infom Can you send / tell me, I
want to know, etc.
To introd uce further requests: (Form al Could you also ple ase send me;
Another matter I need information on is; I would also like so m e information
on, etc. (Inform;', C an you also find out; I also want to know, etc.
Closin g Rem arks: (Form.: | look forward to receivin g; I would ap preciate
it if you could inform me as soon as possible, etc. (Inform Ple ase, let me
know; Se n d me the details; Tell me soon, etc.

2 Read the instructions and the model email. Have all the points been
covered in the email? What kind of email is it? Replace the underlined
examples of useful language with similar ones from the table above.

You belong to an activity club at school. A t the last meeting, it was decided
that the group would arrange a river - rafting trip. Yo u r friends, Danny and
Kim, went river -rafting last term with a school group, and you want to ask them
about it.
Read the notes and then write an email to Danny and Kim , telling them about
your plans and asking for information.

D ear D a n ny a n d Kim,
h «t h? O ur sch o ol activity clu b is plan nin g a river - rafting N otes:
a .e w thin gs sin ce yo u w e n ,
- about 30 people
on a sim ilar trip a little w hile a g o. - one - day trip
( ^ y o u j e l l m e h o w m any thin k'th ataes too - travel by coach
a b o u t thirty plann m g to 9 ° 1 <"i c u r gro p. g d ay C a p yQU
Q u estio n s to ask:

- How m any were in

your grou p?
to go
- How much was
coach hire?
S ^ r s l ^ e 0^ r b e p r o p 'e r r p r e p a r e d an d
- Price of full d ay of
river -rafting per
z r : r i\ T : : ^ ™ — as p erso n?
so o n a s yo u can” - A ny safety

Love, precautio ns tak en?

Su e ^ ....s^

58
 Unit 9 Transactional Letters/Emails

r/ Useful Expressions for Letters/Emails

Giving Information

O p e nin g Re m ark s: ;Foim I am writing in reply to your letter/ email asking

for information about /l am writing to inform you about; In reply to your query,
etc. This is what I found out Re m e m ber the information you
w anted?; You wanted me to tell you a few thin gs about..., etc.
C losin g Re m ark s: I hope that I have been of so m e assistance to
you; Ple ase inform me if I can be of any further assistance / 1 hope I have
answered som e of your q uestions; Ple ase do not hesitate to contact me if
you require any further information, etc. I hope this will help you;
Let me know if you need any more help..., etc.
i^ y !
i iiI tS*
1 ' *
First read the advertisement (a) and the extract from Megan Jones’ Safe. "-*•»
letter (b). Circle the key words in the extract which ask for
information. Now, read M r Willia m s’ letter (c) and check if all the
information is given. Fin ally, write down the topic of each
paragraph.

H af Hapus Sum m er ca m p
is looking fo r enthusiastic and
D ear Miss Jones,
en erg etic yo u n g people to be
I am writing in reply to your letter asking for Camp Leaders a t our North Wales
inform ation about o ur sum m er cam p. cam p this sum m er.
The cam p lasts from Ju ly 2 2nd to August 30th.
O u r staff are required to work during the w hole o f If you enjoy being outdoors and have
this period. Regarding paym ent, w e are offering a the qualities we are looking for,
w eekly wage o f £70 plus free accom m odation an d
please co ntact
food.
Accom m odation includes a shared room with G areth w illia m s
bathroom . There is a large on -site dining h all 22, Singleton Park
w here cam pers an d staff are p ro vid e d w ith Pen-y-Graig
breakfast, lunch an d dinner. NORTH WALES
/4s far as the working day is concerned, w e ask
our leaders to be available for d uty ten hours a
day, in clu din g sup ervision tim e. Leaders are
allo w ed one day o ff p er week, b u t this is n ot to be
taken a t weekends. , w ii u i d a l s o il k e 't e know how long
I hope that I have been o f som e assistance to th e sum m er cam p > lost:s a
you. Please do n ot hesitate to co ntact m e again if wa g es will be p aid « th e tea
you require any further inform ation. could you also tell me w ™ m ij „ ow

Yours sincerely, L T h o u r s ' p e r d ay yo ur lea d ers are

Gareth William s r e q u ir e d to w o rk?

Y o u r s s in c e r e ly ,
M e g a n Jo n e s

59
 Unit 9 Transactional Letters/Emails
Sunnysands Hotel
Read the advertisement and the email of complaint. Then
circle in the advertisement the points covered in the letter Come and stay at our glorious
and make your own notes. The first one has been done for you hotel, situated right on the sea
as an example. How many complaints are stated and what front!
reasons are given? Is it a mild or strong email of co mplaint? • tennis courts,CswimmingjxioD
Justify your answer. and gym facilities
• beautiful rooms with gorgeous
New M essage sea views
• wonderful cuisine
Dear Sir / Madam,
• downstairs bar open/until 2 am
I am writin g to express my strong dissatisfaction w ith th e holiday my w ife and I had • friendly staff
at your hotel in June.
Our two-week packagefincludes:
Having paid for your all-inclusive package, w e w ere upset, to say th e least, when your
coach did not come on tim e to tak e us to the hotel. However, to make matters worse Transport to and from /he airport,
our room did not have a nice view at all. In fact, there was only a small win dow, which accommodation, buffet breakfast
looked out onto filthy rubbish bins at the back o f the hotel. and three-course evening meal.
In addition, th e food was tasteless and th e service e xtrem ely slow. W h a t is more the
Write to:
noise from th e bar kept us awa k e until 6 am every morning, as th e bar did not close
Sunnysands Hotel@hotmail.com
at tw o as stated in th e advertisem ent. The last straw w as w hen my wife w e nt down
for a swim on our second day, only to fin d th a t she could not swim as th e pool was
being cleaned. It remained closed for th e rest o f our holiday.
W e feel th a t w e should be fully com pensated for our great disap pointm ent w ith this
closed for "cleaning"
holiday. W e look forward to a reply at your earliest convenience. throughout our stay

Yours faithfully,
Alan Parker

5 You attended an intensive Spanish course but you were dissatisfied

with it. Using the advertisement and the notes you made, write a
letter to complain about the course.

Castile Spanish School Intensive Courses

Learn Sp anish fast! O ur syste m g uarantees huge im provem ents in

just two weeks.

Acco m m odatio n with a < §£anish fam ily)

Intensive gram m ar course
Debating to im prove pronunciatio \ and conversation skills

very unfriendly

mine wasn’tl

cancelled & money not

refunded

60
 Unit 9 Transactional Letters/Emails

Style in Letters/Emails of Application

A letter/ An email of application should be similar in style to the advertisem ent;
(I Need a summer job?
that is, if the job advertisem ent is written in a less formal style, the letter/ email
could also be written in a less formal style. On the other hand, if the job Do you enjoy
advertisement is written in a formal style, the letter/ email must be formal too. meeting new
Note: Advertise m ents for te m porary jo bs (holiday or sum m er jobs) may be
written in a less formal style. A letter/ An email of ap plicatio n for such
people?
a jo b m ay not inclu d e e x te nsive refere nce to e x p erie nce, W e ’re looking for lively
q ualifications or skills. yo u n g w aiters and waitresses
^ to work at our sea - front cafe.
Drop in or drop us a line if
Read the advertisem ent and the two letters which respond to it. y o u ’d like to earn so m e extra cash
Then answer the following questions: a) Is the advertisem ent form al this sum mer.
or less form al? b) Which of the two letters uses the wrong style?
Give reasons, c) W h a t is the topic of each paragrap h in M O D E L B?
Fin ally, un d erlin e expressions in both the advertise m ent and C o n tact:
M O D EL B which show the style o f language that has been used. Ba rry M urp hy
Brig h t ’n ’ Bu b b ly
Bistro
Dear Sir / Madam, M O D EL A 3, A p p le S tre e t
Brig h to n
In response to yo ur advertise m ent in this morning’s Brighton
A dvertiser I would like to indicate my interest in the post of w aiter. T el: 8432712
I am twenty - two ye ars old and have completed my B.A. in O riental
Studies. I plan to do a M aster’s degree in Medieval Chinese Q uestions to ask:
Literature in the next academic ye ar, and am th erefore seeking to
pay? days off?
improve my economic situation over the summer months.
I am highly qualified fo r a position of this kind. I am used to hours? meals?
dealing with people as I am on the Ex ecutive Com mittee of the
Student Union a t City University. I would also like to ask about the 7 You have seen the job
following: the fre e days and the p ay you o ffer. I trust meals are
advertise m ent below. What
provided.
I look fo rw ard to hearing fro m you a t yo ur e arliest convenience. notes would you make about

Yours faith fully, the underlined words? Write

James White an e m ail of application for the
post, inclu din g all the relevant
Dear Mr Murphy, inform ation. Use an
ap pro priate style.

interested in °th e w ^ t r e s l ^ j o b you^a n™ spaper and rm very

eighteen years old r J n r , a dvertis^g.
Busy high street m usic store requires
September, so fm lookim fo r a 1° ""? 90 “ umV« * y i" < part-time assistant to work Saturdays and
I Kave done a lot o f summer w ork i n g t0 ,ear" * > " * ™ "e y one evenin g p er week. Pay negotiable
a coffee bar. I don’t mind h ard work n n d V i lncludin9 workin g I depen din g on experience.
1v? got a fe w auestirmc u 1 learn quickly,
Id e al job for someone
offering and how many hours o pr^ri ° S Wlnat W you are

0
interested in mucic.
Could you also tel, me if i Z u l d Z t Z ^ " eed ™ *> ^ 7
provide any meals fo r yo ur sta ff ? yS ° f f and A e t h e r you
J i S ' ” " to *“ '" 9 fro m you soon. Apply to: Mr C. Jeffreys (Manager)
RGMMusicStore@hotmaiI. com
Celia Dobbs
 Unit 9 Tronsoctionol Letters/Emails

8 You are a former high school student trying to organise a

Revision Box
reunion with classmates of ten years ago. Write a letter inviting
10 Mark the statements True or
them to the event. Using the notes and map below, include False justifying your answers.
suitable information and directions from your old school to the
Queen’s Hotel in your letter. 1 Letters / Em ails are always
formal in style.

2 A letter/ An email beginning | |

N O T ES “ D ear Sir” must be signed
V e n u e: Q u e e n ’s “ Yo urs faithfully” .

□
H o tel
5 Letters / Em ails of application
D a te: Sa tu rd ay
should include information
12th Se p te m b er
T im e : 8.00 pm about qualifications and
D ress: form al experience.

I The first paragraph of a

letter / email usually states the □
reason for writing.

9 Read the following topics. Then, say: a) what type and style of
5 Letters / Em ails of complaint
are always strong. □
□
letter / email each one requires and b) which plan each
S A letter / An email o f apology
letter/ email should follow. How would you start and end each
should not include
letter / email?
explanations and reasons.
1 Yo u had an unpleasant experience while travelling abroad. Write a letter
to a friend describing your experience and explaining why you will think
twice before going abroad alone again.
7 A letter / An email beginning
“ D ear Mrs Perkins” is
□
normally signed “ Yours
2 Write an email to a friend telling him / her about a party you have recently
sincerely” .

□
been to, describing an interesting person that you met there.
3 You are in Paris and want to hire a car when you realise you have left your 8 Letters /Em ails asking for
driving licence at home. Write a letter to your brother or sister asking for advice should include
it to be sent to you by post. Yo u should explain in your email where it can reference to problems faced
be found and why you need it. by the sender.
4 Yo u have to leave your present job due to family problems. Write a letter
to your boss explaining why you have to leave the job, expressing regret
and asking for a reference.
9 Letters / Em ails refusing an
invitation need no reference □
to reasons why the sender
5 W hile your next- door neighbour is away on holiday, burglars broke into cannot attend the event.

□
his/her house. Write an email to him / her saying what happened and giving
10 Transactional letters/ emails
advice on what he/she should do.
respond to advertisements
6 Yo u and your friends have recently had a meal in an expensive restaurant.
only.
Write a letter to the manager o f the restaurant expressing your satisfaction
with the food but complaining about the service.
7 Write a letter to a member of your family inviting him / her to a family
11 Transactional letters/ emails
are always formal.
□
celebration, giving details of the event.
8 Yo u have lost an important certificate which you need in order to apply
for a job. Write a letter to the organisation from which the original
12 The style o f an application
letter / email should
□
correspond to the style of
certificate was issued, giving enough information about it so that you can
the job advertisement.
be sent a copy.

62