UNIT 2

LETTER WRITING BUSINESS CORRESPONDENCE

SECTION A:
COMPOSING SUCCESSFUL LETTERS A LETTER TUTORIAL I: STYLE A winning letter is no accident. Careful letter writers know that what they say and the way they say it will turn a recipient on or off. Its almost frightening to think that so much hinges on a piece of paper. Every time someone reads a letter you write, he or she forms a mental picture of you. If youre a skilled correspondent, that picture may suggest someone who is intelligent, perceptive, sensitive, careful, knowledgeable, persuasive, understanding, and reliable person. If your letter habits are sloppy, however, the reader may be somewhat less generous in painting your portrait. A successful letter has several key ingredients. Certainly, it has to look good. Smudges, wrinkles, typographical errors and other blemishes wont do much for your reputation as a neat, careful worker. he format you use will tell the reader whether you are a conservative, modern, formal, or practical person. !ne of the most important ingredients is also one of the most troublesome" language. Everyone likes to sound intelligent, but some writers fear that simplicity is a mark of stupidity. Although the opposite is actually true, they latch onto long, cumbersome, pompous words, ever reaching for new heights of absurdity. Instructors often recommend that you follow the golden rule of letter writing" Write unto others as you would have them write unto you. #or instance, do you like people who" Get to the point? Present their facts logically? Sound friendly without being insincere? Use concrete, specific words? Know their sub ect? !void bias and pre udice? Understand your needs and interests? hese points form the basis of successful letter writing for all social and business correspondents.

TASK SHEET 1: Here are two etter! to a "a#$ %a#a&er' Co%(are te% a#) !a* w+,-+ o#e *o. (re/er' O#e -o#ta,#! %,!ta$e! o/ !t* e' Ca# *o. ,)e#t,/* t+e%0

"ear #r. $ohnson, % have been wor&ing as a librarian for three years at the 'entral (ecords )ffice , but % do not feel that % wish to ma&e this my career. ! friend recently told me about a course that the )*ford +usiness School offers, and it sounds most interesting. % am told that employers respect this college and its diploma. %n order to follow this course % would need a loan of appro*imately ,-... could % ma&e an appointment with you to discuss the possibility of this? % loo& forward to hearing from you. /ours sincerely, !le* 0orrester

"ear #r. $ohnson, !s you probably &now, % have done about three years as a librarian at the 'entral (ecords )ffice, ust round the corner from your ban&, in fact, but % do not really thin& it is the sort of ob % can do much longer. !nyway, % was at this party the other day and % met a friend and he told me about a great 'ourse you can do at the )*ford +usiness School and my brother thin&s % would get a good ob if % did it. "o you thin& % could come and see you, and tal& about a ban& loan? !bout ,-.. would be enough. %1m loo&ing forward to your letter. % hope you will say yes. /ours sincerely, !le* 0orrester

TASK SHEET 2: Rea) t+e /o ow,#& etter' W+* +a! ,t "ee# wr,tte#0 I/ *o. were A#)rew Barr,!ter w+at wo. ) *o. )o0 Rewr,te t+e etter ,# a /or%a !t* e' A! *o. rewr,te ,t' Co#!,)er t+e /o ow,#& /eat.re!: -o#tra-t,o#! .!e o/ ! a#& a#) (+ra!a 1er"! .!e o/ ,#te#!,/,er! .!e o/ a-t,1e a#) (a!!,1e (.#-t.at,o#

%ear &r. Andrew 'arrister, I am writing on behalf of the residents association to let you know of our feelings regarding your attitude. (eve really had $ust about enough of you) Although weve tried to speak to you civilly on tas$h$h$hk$hkhkh various occasions youve acted as though we were your enemies and even responded with a stream of verbal abuse. 2: TASK SHEET Ever since you moved in, two months ago, you have shown very little consideration for the other residents of this building, despite our numerous complaints. #or the past three weeks in a row, youve held e*tremely noisy parties which have not finished until the early hours of the morning. Its $ust not on) As you were told, most of the people here are elderly or have very young children, and the noise keeps them awake all night) +ou dont have to be so noisy, do you, -ast weekend, the situation deteriorated further when three of you friends were involved in a fight on the second floor. he disturbance was so bad that we had to call the police) (hats worse, your mates left the building in a terrible state . they smashed one window on their way out) we feel that this type of behavior is intolerable) (e strongly recommend that you arrange full payment for the damage they caused. If you dont and you carry on being a pain in the neck, well kick you out) legal steps will be taken if necessary. +ours very truly,

TASK SHEET 2:
Angela /ed

TASK SHEET 2: Here ,! a )e/,#,t,o# o/ 3!t* e4 (ro1,)e) "* E'B' W+,te5! "oo$: The Elements of Style' Rea) ,t a#) t+e# tr* to %at-+ t+e a)6e-t,1e! /ro% t+e "o78 t+at "e!t )e!-r,"e t+e !t* e a#) to#e o/ t+e !e#)er8 w,t+ o#e o/ t+e (ara&ra(+! "e ow9 !o%et,%e! %ore t+a# o#e a)6e-t,1e %a* "e .!e)' All writers, by the way they use the language, reveal something of their spirit, their habits, their capacities and their biases. : E'B' W+,te ; The Elements of Style < -.%"er!o%e t+reate#,#& ,#!,#-ere ta, ore) -o#-,!e ( ea!,#& /r,e#) * r.)e -o#1er!at,o#a a--.!ator* ,%(er!o#a /or%a -o#/.!,#& ta-t/. a"or,o.! /ra.). e#t (rete#t,o.! !.&ar* )e-e,1,#&

a0 +ou are one of 12 million very, very special, discerning individuals to receive this once3in3a3lifetime offer to purchase a brand new car. b0 4ere is the information you re5uested on &arch 6, 7228. c0 I deeply appreciate your wonderfully kind and generous offer to assist our company. d0 +ou must send us the booklets without fail by 9anuary 8:, 7228) e0 hank you for letting me know that my second installment is past due. f0 4aving considered all the current applications for the part3time summer employment, we regret to inform you that your name has not been included among those selected. g0 I received your report concerning the new distribution plan for our eastern district and would like to clear up a couple of things right now. h0 (e would like to send you a free3hand3crafted crystal vase to introduce you to our new line of products. his lovely masterpiece will be on its way to you the moment we receive the enclosed certificate with your signature and your subscription to our monthly catalogue. i0 If your decision is an e*ample of the intelligence and foresight of your bank, I have no interest in doing business with either you or your bank. ;e*t week I am going to close my checking account, cancel my <isa and &asterCard and take my business elsewhere. $0 (e were very sorry to learn that you were not satisfied with the blouse purchased during our &erry Easter sale. =nfortunately, our store policy prevents us from accepting returns or making refunds on sale merchandise.

TASK SHEET =:
Go "a-$ o1er t+e (ara&ra(+! a"o1e a#) tr* to re(+ra!e t+o!e !tate%e#t! t+at !+ow ,#-o#!,!te#-,e! o/ !t* e a#)>or to#e'

TASK SHEET ?:
Here ,! a 6.%" e) etter o/ -o%( a,#t w,t+o.t a# o(e#,#& or - o!,#& (ara&ra(+' P.t ,t ,# t+e -orre-t or)er a#) (ara&ra(+ ,t a((ro(r,ate *' W+,-+ o/ t+e!e o(e#,#& a#) - o!,#& (ara&ra(+! )o *o. t+,#$ ,! t+e "e!t a((ro(r,ate0 OPENING 8. I am very angry and fed up with this situation and being a one3single parent student I do not have much money anyway. 7. he time has come when I have really had enough of all this bad workmanship together with the bad service you have to take as a consumer in this country. CLOSING 8. >lease help me as soon as possible, because all my colleagues and friends told me how much that style of shoe suited me. 7. I hope to hear from you soon and I shall be glad if you take this matter up with the staff concerned and ensure that the situation improves.

6. I feel I must complain to your office about the service I have received from both your shop assistants and your office staff.

6. So get in tough soon or else they will cause you a lot of trouble.

8.

here I was told that I could have another pair of shoes, but that particular style was unfortunately out of stock. 7. ;ot only that, but they began to leak in rainy weather. 6. I told the shop3assistant that I did not want to choose another style and that I particularly wanted my money back. ?. 4owever, after only two weeks, I had to have them re3heeled. 1. Since then I have written to you for three times and have even tried to phone you on several occasions, but I have received no reply yet. @. he shop3assistant informed me that he could not do this and that if I wanted a refund I had to address to your office. :. his organiAation often prosecutes shops that sell faulty goods. B. If you do not answer my letter in two weeks I will contact the Consumer Agency !ffice to solve my problem. C. #or a pair of shoe at this price, I e*pected them to last sever years. 82. I took them back to the shop the moment I have noticed they were faulty. 88. -ast week, I bought a pair of shoes from your -ondon street branch. 87. hey cost D?2, which I do not think is cheap. 86. I am very disappointed with your services.

TASK SHEET @: Set o.t a#) (.#-t.ate t+e /o ow,#& /or%a etter -orre-t *' D,1,)e ,t ,#to (ara&ra(+! w+e#e1er #e-e!!ar*' 23 chesnut st durham 24 une -..2 globe furniture -56 henly st london dear mr garret % recently ordered from you a set of four 0rench dining room chairs and an %talian coffee table both of which were advertised in the march edition of home and gardens maga7ine they arrived as promised but unfortunately they were damaged the coffee table had one of its legs bro&en and the bac&s of the chairs were scratched % understand these items are under guarantee could you please tell me what % should do % loo& forward to hearing from you yours sincerely robert carrington EEEEEEE. EEEEEEE. EEEEEEE. EEEEEEEE. EEEEEEEE. EEEEEEEE. EEEEEEEE.. EEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEE EEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEE EEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEE EEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEE EEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEE EEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEE EEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEE EEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEE EEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEE EEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEE EEEEEEEEEEEEE EEEEEEEE..

A LETTER TUTORIAL II: PARTS OF A LETTER Attention Line. =sed in letters addressed generally to a firm so that if the person mentioned in the attention line is absent, someone else will open the letter. >lace it two lines below the inside address flush left. F!n an envelope place it left of the address block on any line above the second line from the bottom of the address or immediately beneath the company name within the address block.0 ody. &essage portion of a letter usually beginning after the salutation or sub$ect line. >aragraphs are single3spaced, with a line space between them, and are intended to flush left, depending on the format used. !omplimentary !lose' A signoff line such as Sincerely yours, typed two lines below the last line of the last paragraph. !ontinuation "age. Any page after the first page of a letter. he word continued or the abbreviation cont. should not be placed at the bottom of the first page of a letter. he heading on a continuation page consists of the addressees name, the date and the page number. It may be positioned across the top of the page on one line or stacked flush left. e.g. /ichard %ice &ay 86, 7228 >age two !opy #otation. Indicates where copies are being sent. A regular copy notation Fcc for carbon copyG pc for photocopy0 is placed on the original and all copies. It specifies who will receive copies of the letter. A blind8copy notation 9bcc: is placed only on that particular copy and on your file copy. It is used when you dont want the addressee to know youre sending a copy to someone else. ;otations are positioned flush left two lines below the enclosure notation Fif any0 or the identification line. $ateline. he date the letter is prepared. It is positioned at the top of the page two or more lines beneath the letterhead. he traditional business and social style is e.g. !ugust ;, -..2. Enclosure #otation. Indicates material enclosed. he notation is placed at the bottom of the letter two lines beneath the identification line. <arious styles may be used" <nclosure= <nc.= <nclosures= <ncs.= <nclosures> +rochure, 'atalog= Under separate cover> +oo&. %dentification Line. Indicates who dictated and typed the letter. he identification line is placed two lines below the signature flush left. Initials may be omitted on the original but should appear on each file copy. he dictators initials may also be omitted when the name appears in the signature line. (hen all initials are given, those of the person signing the letter appear first, followed by those of the typist F#/9"S&"ag0. =se all capital letters for the dictator and signers initials.

%nside Address. he name and address of the person to whom the letter is being written. he inside address is placed flush left two or more lines below the dateline. In the official format it is placed two lines below the last line of the signature. (hen the addressees name is unknown, use a $ob title such as #anager if known. (hen the addressees name is known, omit the $ob title if it would make the address run over four lines. &ail #otation. Instructions for special class or treatment of mail. >lace notations such as Special "elivery above the inside address only on copies. F!n the envelope, place the notation about two lines below the postage.0 "ersonal or !onfidential #otation. An indication that the letter is to be opened only by the addressee. >lace the notation beneath the dateline or flush left, two to four lines above the inside address. F!n the envelope, position the notation, in all capital letters, to the left of and two lines above the address block.0 "ostscript. =sed for comments unrelated to the message of the letter but not for remarks you neglected to include in the body. >lace it beneath the last notation and place the senders initials immediately after the last word in the postscript. 'eference Line. A designation of file or order numbers F/our ref. ?5643-= )ur file 5;@/8?64:. A line such as Please refer to or %n reply please refer to may be printed $ust beneath the letterhead addressG otherwise, insert the reference two lines beneath the dateline. Salutation. A greeting to the recipient. It is typed two lines below the inside address flush left. Signature. he name and title of the person writing the letter. >lace it four lines below the -o%( ,%e#tar* - o!e"
(ormal /espectfully /espectfully yours +ours truly +ours very truly <ery truly yours <ery sincerely yours <ery cordially yours %nformal 'est regards 'est wishes Cordially Cordially yours /egards Sincerely Sincerely yours (armest regards #ote> Informal closes are appropriate in personal and business correspondence. #ormal closes are used

in legal, official and other formal correspondence. Sub)ect Line. Identifies the topic of the letter. >lace it two lines below the salutation. Although attorneys use the words %n re or (e, other writers use the word Sub ect or follow the contemporary practice of omitting any such introductory word. %o not underline the sub$ect although you may write it in all capital letters.

SECTION B: BUSINESS CORRESPONDENCE: A TYPOLOGY

ANNOUNCEMENTS . (." ,- or /or%a #ot,-e a##o.#-,#& !o%et+,#&8 %a,# * a# e1e#t' %epending on the type of announcement to be made, you might use one of several formats" letter, memo, news release, bulletin, card, brochure, invitation and so on. If huge 5uantities are needed, you could have the announcement printed. 'ut if only a limited number are needed, you might type and photocopy the message or prepare it by computer and print out the re5uired number of copies. #ew "olicy. 'usinesses change policies or procedures from time to time, and such changes may be announced by letter to clients and customers or by memo to in3house personnel.
%ear &s. (hitley" (e are happy to announce that beginning 9uly 8, 7228, the 4appy 4ikers &anufacturing Company will offer preferred customers like you a choice of a full refund or credit on any order placed with us. If you are dissatisfied with a shipment, whatever the reason, all you need to do is return it, and we will credit your account or forward your refund promptly 3 no 5uestions asked. ;e*t week our representative Arthur Appleseed will call you with more details about the savings and convenience that our new policy will provide for you. (e want you to know how much we appreciate all of the orders you have placed with us in the past and we are eager to help you any way we can in the future. Cordially,

"rice %ncrease. ;o one likes bad news, so it helps when it doesnt sound so bad, when the action appears $ustified and when you seem to be as concerned as ever about the recipients welfare.
%ear &r. #latly, Although we have been able to maintain constant pricing for many years, we find that because of an increase in our transportation costs, we must unfortunately make a small increase in the price of our future line of wooden products. hese new prices, shown on the enclosed price list, will go into effect on 9une 8, 7228 and will apply to all orders received after that date. (e appreciate having you as a customer and hope that we will continue to be able to fill your needs in the months ahead. Sincerely,

APOLOGIES A a wr,tte# e7(re!!,o# o/ o#e5! re&ret8 re%or!e or !orrow o/ +a1,#& ,#!. te)8 /a, e)8 or wro#&e) a#ot+er' "olicy 'estriction' +ou shouldnt have to apologiAe for your companys policy $ust because it doesnt appeal to someone else. 4owever, if the policy3even a good one3 causes dissatisfaction to a client or customer, its good public relations to show sensitivity and concern that youre unable to help. In other words, youre not being critical of the policyG youre simply sorry that it, like most regulations in life, cant be all things to all people.
%ear &r. /edford, Although we wish that we could make use of your e*cellent educational background and $ob e*perience, it is company policy to promote from within our organiAation. herefore, the supervisory position you mentioned will be filled by a candidate from our secretarial staff. (e certainly appreciate the interest you have shown in our company and suggest that you contact our personnel office to discuss other staff openings that may be of interest to you. In the meantime, we will keep your name on file and notify you of any change in our policy that might occur later. hank you very much for contacting us. I wish you much success in finding a challenging and rewarding position. Sincerely,

"oor Service. Car %ealers, motels and other businesses sometimes provide brief, fill3in3the3blank or checklist3style survey forms to customers on which they can report problems they encountered in dealing with the firm. If a customer reports that service was unsatisfactory .or worse3your company should immediately send a thoughtful letter of apology and an assurance that the problem is being corrected.
%ear &rs. &orrison, hank you for sending us your comments on our service report card. (e appreciate your letting us know that your instructions were not followed concerning the use of 72312 rather than 813?2 motor oil. his problem of using another grade of oil has been brought to the attention of our Service %epartment. Although our service personnel normally follow our customers preference3or e*plain why this can not be done3it seems that the mechanics were understaffed that day, and apparently, this oversight occurred as a result. 4owever, you are 5uite right in pointing out this problem to us, and we want you to feel free to return at your convenience to have the oil changed to the grade of your choice without charge. >lease accept our sincere apologies and our assurance that we have taken steps to see that you receive the best service possible in the future.

A>>!I; Sincerely &E; yours, S

APPOINTMENTS #or some people, a day at the office is an endless succession of meetings. Arranging all of the appointments is often a secretarial duty. Although plans can be made by telephone, they are usually confirmed by letter Fwhen time permits0. he appointment letters or responses to them may be the first thing a prospective client or customer sees from your company, so to make a good impression it is important that the letter be clear, accurate and courteous. Since appointment letters include details such as time, place and date, they have to be precise. hey also should be sent in time for the recipient to respond and comply with the suggested arrangements. &a*ing Appointment. (hen e*ecutives have out3of3town business, arrangements must be made in advance. Either a telephone call Fconfirmed by letter0 or a letter such as the following e*ample can be used to set up appointments. Indicate whether you want the reader to reply by telephone and include your number.
"ear #r. King, (ichard Aill, vice8president of production at 'onstructive Boys will be in 'hicago on Buesday, #arch 24 and would li&e to arrange a tour of your plant while he is here. Would it be possible for him to visit your facilities sometime during the morning on Buesday? Please let me &now what time would be convenient. Bhan& you very much. Sincerely,

'efusing Appointment. 4ave you ever met someone who stubbornly wouldnt take no for an answer, Since you never know when you may need the person or the service in the future, it might not be wise to be insulting or order the person out of the office. his is a time to practice restraint and say no firmly but nicely.
"ear #r. Smith, Bhan& you for letting us &now that you1ll be available ne*t #onday morning and would li&e to discuss your temporary8help service with #s.#cKen7ie. !s #s.#cKen7ie has previously indicated, we are very pleased with our present arrangements for temporary help and definitely will not consider any other services in the foreseeable future. Bherefore, she has as&ed me to let you &now that a meeting would not be at all helpful to either of you at this time. We appreciate your interest, however, and than& you for writing. Sincerely,

COMPLAINTS

A letter of complaint should provide all the details concerning the problem you e*perienced and indicate what type of action or ad$ustment you e*pect. he tone and language should be reasonable and unemotional. If you rant and rave, the reader may label you as a complainer and decide that your letter should be dismissed as irrational and unreasonable. In your letter of complaint dont forget to include the following" t+e -,r-.%!ta#-e! a#) t+e )eta, ! o/ t+e or,&,#a tra#!a-t,o# Fi.e. name of the item that you purchased0 w+ere *o. "o.&+t ,t t+e ,#1o,-e or re-e,(t #.%"er +ow %.-+ ,t -o!t t+e rea!o#! /or *o.r -o%( a,#t w+at a-t,o# *o. w,!+ t+e% to ta$e

&isunderstanding + illing,. +ou can count on money being the cause of many complaints. !ne thing that especially irritates people is being billed for more than they e*pected. If you were 5uoted less, a complaint is fully $ustified.
%ear &r. 'erry, Im returning your invoice 1@BC:1 because it includes a charge that was not mentioned in your telephone 5uote of September :, 7222. !ur company needed air3conditioning duct cleaned and repaired. %uring our telephone conversation you 5uoted a total cost of H7B an hour and an estimated completion time of two hours. he bill, however, states that work was charged for one service repairperson at H7B an hour and one trainee at H8? an hour, both working two hours. (e did not agree to pay more than H7B an hour and had no need for a trainee in any case. Even if we had agreed to pay an additional H8? an hour, there was room for only one person to work and the trainee merely stood nearby and observed. In view of your firm 5uote of September : and our acceptance of those terms, we are re5uesting that you send a corrected invoice of H1@ FH7B an hour for two hours0. he work, incidentally, was satisfactory, and well be happy to send you our payment as soon as we receive the corrected invoice. hank you very much. Sincerely,

-nreliable Supplier. 'usinesses that depend on deliveries to operate can be seriously handicapped when suppliers are unreliable. -ate deliveries make it impossible to fill orders for customers on time, and that means lost income.
%ear &r. Summer, #or the fourth time in the past two months customers have told us that they can no longer wait for supplies they had ordered. his has been a result of the late deliveries we have had from your warehouse. =nder the circumstances, we must cancel our recent purchase orders no. +761?:B and no. +7?1?:C, both contingent upon delivery by &ay 8, 7228. In each case, delivery is already several weeks late and customers have in turn canceled their order with us. (e hope that these delivery problems will be solved very shortly. he loss of customers is very serious to us, and we are heavily dependent upon a regular and reliable source of supply to serve our community. Sincerely,

ad service.
8: Clarence /oad -ondon (8? CI> 71 April 7222 he &anaging %irector he echnology Center 867 %owney 4ill %ear Sir, I am writing to complain about a faulty computer I bought in your shop and also about your inade5uate after3sales service. !n 76 April I went into your shop to look at portable computers. I decided to buy a >eony 6B@SJ because your sales assistant informed me, incorrectly, it would be reliable. (hen I tried to operate my new computer at home it did not work. I have not dropped it nor mistreated it in any way. All that appears on the screen is a message saying" KError reading" 4ard diskL. he instructions manual is totally unhelpful on this point. I phoned your store to ask for assistance early this morning, and again at intervals throughout the day, but I only got a recorded message. I am leaving the country at the end of this week so I do not have much time to sort out this problem. I should be grateful if you could arrange either for a technician to come and put the fault right, or for a substitute computer to be delivered to me immediately. +ours faithfully,

REMINDERS ; !(e-,a t*(e o/ /o ow;.( %e!!a&e ,#te#)e) to 6o& !o%eo#e5! %e%or* "* re!tat,#& /a-t!' Fe.g. date, time and place in regard to an appointment0 $emonstration. If you believe that a salesperson didnt take some e*pression of interest on your part seriously, send a brief letter reminding the person that you are still e*pecting a call.
%ear &r. -ogan, In ;ovember last year I e*pressed an interest in the Canon 7222 copier for our office. +ou mentioned that a new, improved version would be in shortly and that you would call me to arrange a demonstration. Although I havent heard from you, I was wondering if you now have the new Canon 7222 on the floor. If so, I would still be interested in arranging a demonstration. >lease drop me a note or telephone me at @:7362@@2@ as soon as you can arrange a private demonstration for me. hank you very much. Sincerely.

'e.uest. If you asked someone to do something and never received a reply, you can briefly summariAe your original re5uest in a letter or, if it was too detailed, refer to it in you reminder message and enclose a copy of the original letter. Either way, if the persons failure to act is causing a problem, point this out . politely. It may prod the individual to pay attention.
%ear &r. /obertson, #our months ago we sent you a change of address for all future payments on your account. 4owever, our bookkeeper recently let me know that your checks are still being sent to our old address . now an abandoned building . and that she has sent you several reminders of our new address since then.

RESERBATIONS

(e are concerned that some of your payments may go astray if they continue to be sent to the abandoned building. Since they involve substantial sums of money, I am sure you would not want that to happen. >erhaps you would like to alert the appropriate person in your office to change the address immediately . before mailing any more payments. hank you very much, &r. /obertson. It is always nice to hear from you and we want to be certain that nothing interferes with your mail. Cordially,

REMINDERS +ou need to make reservations for anything that has limited availability or capacity or anything that re5uires advance preparation for use . transportation, rooms, meals and so on. If you dont know the details such as rates, you may have to ask for information before making the reservation. After youve made the reservation, you may have to cancel or change it. !ancellation +!ompany Account,. A large company may have an in3house travel department to make travel arrangements for employees, or it may work e*clusively through an outside agency with which it has an account for charging travel arrangements. he agency then bills the firm monthly or according to some other routine schedule. o cancel reservations with this type of arrangement, you need to remind the agent to credit the companys account.
%ear &s. 'elinda, I would like to cancel the air reservation I made on &ay 71 for &organ Muinn, advertising manager at he Chemical Corporation. he reservation was for first3class space on /egional Air flight 626, leaving ulsa fro >hoeni* at 88"62 a.m. central time. I am returning the ticket you sent last week. >lease credit our company account number 71@3#1@BC:88 for the ticket charge of H722 and send a confirmation slip to me in suite B7. hank you very much. Sincerely,

!onfirmation. (hen you are on the receiving end of a reservation re5uest, you may be asked to confirm it, or it may be your policy to confirm everything in writing whenever there is time. /epeat the essential facts of the reservation, offer to provide anything else the customer might need and include an e*pression of appreciation.
%ear &rs. Carlson, hank you for your dinner reservation for eight for Sunday, &ay 7?, at B p.m. in our 'lue /oom. (e will be happy to provide a choice of cocktails, house wine and our special menus, including asparagus soup, the main course, salad, chocolate mousse and regular or decaf coffee. As you re5uested, the charges for the evening, including gratuity, will be placed on your company account. If there is anything additional we can to make your evening more en$oyable for you and your guests, please let us know. Sincerely,

SALES Sa e! etter! are ,#te#)e) to !t,%. ate a# ,%%e),ate !a e. >romotional sales messages are meant to stimulate interest, with the hope that this will eventually lead to a sale. 'oth are crucial aspects of a good sales program. !ften the message "e&,#! with something that catches the readers attention. It provides ade5uate information to interest the reader, emphasiAing key features and appeals to something the reader wants Fe.g. security, prestige0. In - o!,#& it tells the reader what to do, encouraging immediate action. Easy3to3complete forms, postage3paid reply envelopes and other conveniences and incentives are used to make it easy for a reader to reply. Advertising. 'ooks, magaAines and other publications that carry advertising use cover letters to accompany their rate cards and other advertising information. (hen the enclosures contain rates, specifications and a sales message, the cover letter can be brief Fcompared to other sales letters0.

%ear >rinting >rofessional, A completely updated edition of the >rinters in America %irectory will be published in &ay 7228 and it is time to plan your advertisement for the ne*t edition. >A% is the only annual source of detailed, up3to3date information on the printing industry. #or this reason, >A% is consulted daily by decision makers and represents the best medium for your advertising dollars. Space in >A% will give your printing operations daily e*posure for a full year, putting your name right before the countless buyers of printing and related services. =se the enclosed media kit to help you select your space in >A% 7228. o confirm your reservation immediately, call B683@:B3:BC1. If you have any 5uestions in the meantime, $ust let me know. I hope to hear from you soon. Cordially,

"roducts. 'usinesses take advantage of anything suitable to build customer relations and stimulate sales. A new customers first order offers a good opportunity to send a letter.

hank you . and welcome) (e were delighted to receive your first order and hope it marks the beginning of a long and satisfying association with 'usby 'usiness Supply. he enclosed catalog will introduce you to 'usbys entire line of office supplies and accessories. here you will find the best values of 5uality supplies and accessories at low, low prices. Every item is offered at a discount. In fact, we guarantee these prices for the full life of the catalog) +ou will be amaAed to discover that our discount prices on manufacturers national brand products are usually 81 to ?2N below list prices . sometimes more) (atch for our K'usby 'argainL items that represent the greatest value of all. (e believe you will not find better 5uality for your money anywhere else. And we ship within one or two days of receiving your order. At 'usby we guarantee what we sell too. If you are not completely satisfied, return your purchase for full credit or a refund. +ou will receive prompt, courteous service. (e are certainly glad that you came to 'usby. (e all sincerely appreciate your business and look forward to serving you on a regular basis. Sincerely,

SECTION C: PRACTICE WRITING BUSINESS LETTERS

TASK SHEET 1: F, ,# t+e &a(! ,# t+e /o ow,#& etter' :Yo. #ee) o#e wor) ,# ea-+ !(a-e<: Bhe ne*t CCCC of department heads will CCCC on #onday, #arch D, -..2, from 4.oo a.m. until -.oo p.m. in the 'onference (oom. Eunch will be CCCC in the <*ecutive "ining (oom. !n CCCC will be mailed on 0ebruary -.. Please CCCC any items to be included to my secretary by 0ebruary 23. % would CCCC hearing from you right away if you are unable CCCC. Bhan& you very much. TASK SHEET 2: Tra#! ate t+e /o ow,#& etter ,#to E#& ,!+:
Stimate "omn, "orim sa va anuntam ca, in urma cresterii pretului materiilor prime si a cresterii salariilor si impo7itelor, suntem obligate sa ridicam tarifele cu 2.F, incepand din C Boate preturile anterioare acestei date se anulea7a. "orim insa sa pastram interesul dumneavoastra. "aca gasiti in catalogul nostru un articol margat cu un punct rosu, comanda dumneavoastra va fi acceptata in conditiile precedente. %ntr8adevar, cateva stocuri de marfuri cumparate la un pret avanta os sunt inca disponibile. (egretand aceasta crestere de pret, va rugam sa primiti intreaga noastra stima.

TASK SHEET 2: Wr,te )ow# a /or%a etter to %a$e a# a((o,#t%e#t "etwee# C. ,a B.-$et MD to Co#!tr.-t,1e To*! Co%(a#* a#) +er #ew we!ter# ),!tr,-t %a#a&er8 Co+# D.,##' Yo. !+o. ) a !o arra#&e /or a to.r;1,!,t o/ t+e #ew /a-tor* a#) a .#-+ %eet,#&'

TASK SHEET =: W+* )o (eo( e wr,te etter! o/ -o%( a,#t0 Rea) t+e etter "e ow a#) a#!wer t+e E.e!t,o#! t+at /o ow ,t:
F80 '3dul %acia B8, :7@8 'ucuresti F70 City Council 'dul Elisabeta 8B @8?1 'ucuresti %ear Sir or &adam" Collection of /ubbish F?0 =ntil very recently, rubbish from our apartment block has been collected regularly every uesday. &y neighbors and I have been pleased with the efficiency of the staff concerned. !ver the past three weeks, however, I regret that collection has been late and the staff have left rubbish all over the street and pavements. !n pointing this out to them, I have met with abuse. I shall be glad if you will take this matter up with the staff concerned and ensure that the situation improves. I look forward to hearing from you. +ours faithfully, /honda 'annister

8. (hose address is this, 7. (hose name and address is this, 6. (hy is the sender writing KSir or &adamL, ?. (hy is there a heading, Is it a good heading, 1O@O:. (hich paragraph is about things that" Fa0 are happening in the present, Fb0 will happen in the future, Fc0 have happened in the past, B. (hich are Kcomplaining words, C. Is this a good ending, Can you think at other suitable ways of ending such a letter, 82. IS this a proper complaint letter, %o you think it meets its purpose,

TASK SHEET ?:

F, ,# t+e !(a-e! ,# t+e /o ow,#&' :Yo. #ee) o#e wor) ,# ea-+ !(a-e<' S.&&e!t a +ea),#& /or ea-+ etter o/ -o%( a,#t' Co%( a,#t A LETTER A PPPPPPPP week I placed an PPPPPPPPPPPP order for twenty packing cases, 6 * 7@L. PPPPPPPPPPP been
told they PPPPPPPPPPPPPPP be delivered PPPPPPP two days, I was e*tremely annoyed at having to wait seven days, PPPPPPPPPPPPPP to find the cases I PPPPPPPPPPPPPP been sent were the PPPPPPPP siAe. (ould you PPPPPPPPPP offer an e*planation, PPPPPPPPP for the PPPPPPPPP order to be delivered within the PPPPPPPP two days, and for the incorrectPPPPPPPPPPP to be PPPPPPP away PPPPPPPP the same time. Co%( a,#t A Re( *

PPPPPPPPPP to your letter of Fdate0, we apologiAe for the PPPPPPPP and have spoken to the PPPPPPPP department PPPPPPPPPP this. PPPPPPPPPPPP your order was PPPPPPPPP with another in the same area. (e have arranged for the correct cases to be PPPPPPPPPPP to you tomorrow between 82388 a.m., when the incorrect order will be PPPPPPPPPP up. >lease PPPPPPPP our PPPPPPPPP apologies PPPPPPPPPPP any PPPPPPPP caused. Co%( a,#t A LETTER B PPPPPPPPP to our recent telephone PPPPPPPPPP, we are writing to PPPPPPPPPP our dissatisfaction at the PPPPPPPPPPPP in which you, as a wholesaler, have of late PPPPPPPPPPP our business. #irstly, our order for one doAen of roof racks was si* weeks late, and PPPPPPPPPPPPP, eight of them are PPPPPPPPP, being without the straps. 4aving PPPPPPPP our PPPPPP waiting for so long, we PPPPPPP you can PPPPPPP a PPPPPPP e*planation, otherwise we shall have to consider PPPPPPPPP our trading relations with you. (e look forward to PPPPPPPP PPPPPPPP PPPPPPPP PPPPPPPPPP PPPPPPPP PPPPPPPP PPPPPPP Co%( a,#t A Re( *
(e thank you for PPPPPP letter PPPPPP the roof racks and have today PPPPPPPPP for the PPPPPPPPPPP straps to be PPPPPPPPPP to you PPPPPPPPP E*press delivery. =nfortunately, a fire occurred at our warehouse and this has PPPPPPPPP numerous problems, PPPPPPP both production and deliveries. (e PPPPPPP your custom and hope that these recent PPPPPPPPP have not PPPPPPP ourPPPPPP relationship. (e are PPPPPPPPP these problems are now a PPPPPP of the PPPPPPPPP. >lease do not PPPPP to PPPPPP us PPPPP you PPPPPPPPP any further PPPPPPP or PPPPPPPPPPPPP.

TASK SHEET @:

Tra#! ate t+e /o ow,#& etter o/ -o%( a,#t ,#to E#& ,!+: !ndersen Aigh 0idelity 'openhaga, "anemarca Stimate "omn, !cum un an si umatate, am cumparat o combina stereo !ndersen dintr8un maga7in speciali7at din Paris. 'u regret va informe7 ca aceasta combina speciali7ata nu a functionat niciodata bine. !m dus8o de mai multe ori la maga7in, si totusi nu mi8a dat satisfactie. "e fiecare data cand am recuperat8o, altceva nu functiona bine. !m cumparat aceasta combina deoarece compania dumneavoastra are reputatia de a produce echipamente de foarte buna calitate. Ga puteti imagina deceptia si frustrarea mea cand am inteles ca nu va functiona niciodata asa cum as fi dorit, in ciuda faptului ca am reparat8o de mai multe ori. Ga scriu pentru a va cere o noua combina in schimbul celei pe care am cumparat8o, si care ma tem ca niciodata nu va functiona correct. !steptand sa primesc in curand vesti de la dumneavoastra, va rog sa primiti intreaga mea stima. Pierre "uval Paris, D. martie -...

TASK SHEET F:
Wr,te a etter o/ -o%( a,#t a"o.t a )e/e-t,1e PC *o. (.r-+a!e) /or *o.r -o%(a#*' I# re( *8 ,%a&,#e t+e etter *o. are &o,#& to re-e,1e /ro% t+e !+o(;a!!,!ta#t' Tr* to .!e t+e e7(re!!,o#! "e ow /or %a$,#& a#) re!(o#),#& to -o%( a,#t!' PC P.r-+a!er Stat,#& t+e !,t.at,o# -ast week I bought E his >C E Ive had this >CE Stat,#& (ro" e% or -o%( a,#t I am afraid I have got a complain to make E I am very disappointed that E he problem is that E Stat,#& t+e re!(o#!e *o. e7(e-t I should like you to E o put the matter right, I want you to E I need you to E S+o( A!!,!ta#t A(o o&,G,#& I an really sorry to hear that E I do apologiAe E A!$,#& /or - ar,/,-at,o# Could you tell me E I wonder if you could show me E Could you e*plain to me E C.!t,/*,#& +ou see, E I need to e*plain that E +ou must understand that E

TASK SHEET H:

F, ,# t+e !(a-e! ,# t+e /o ow,#&' :Yo. #ee) o#e wor) ,# ea-+ !(a-e<:
Re%,#)er It PPPPPPPPPP from our records, that your above PPPPPPPP dated the 8?th %ecember has been overlooked for PPPPPPPPPPPP. As PPPPPPPPP are the 72th of the month PPPPPP delivery, we would PPPPPPPPPPPP settlement PPPPPPPPPPPP your early PPPPPPPPPPPPPP. Se-o#) Re%,#)er PPPPPPPP to our letter of 87th #ebruary, we PPPPPPP that the PPPPPPP account remains PPPPPPPPP. Should you have PPPPPPPPPP the account within the last few days, kindly PPPPPPPPPP this reminder, PPPPPPPPPPP we must ask for an PPPPPPPPPP remittance. F,#a Re%,#)er PPPPPPPPPP to our two PPPPPPPPP reminders, we note the above account PPPPPPPP unpaid, and PPPPPPP we receive PPPPPPP by PPPPPPPP of post, we shall have no PPPPPPPP but to PPPPPPPPPPPP the PPPPPPP to out legal department. A# O1er).e A--o.#t hank for your letter PPPPPPP 82th &ay. (e are 5uite PPPPPPP that PPPPPPPPPPP in the fur trade is rather PPPPPPP at the moment, and that you are PPPPPPPPP particular difficulties PPPPPPPP to your recent fire. o PPPPPPPPPP with the problem of your PPPPPPPPPP account, we can PPPPPPPPPPP you the PPPPPPPPP concessions" 8. (e will PPPPPPP a part PPPPPPPP of 12N for invoices PPPPPPPPP to 8st September. 7. +our PPPPPPPP limit for the balance, and for goods PPPPPPPPP after 8st September, will be PPPPPP for a PPPPPPPPPP three months. (e PPPPPPP ask you to PPPPPP that these PPPPPPPPPP are e*ceptional, and that we shall have to ask you for settlement in PPPPPPP in three months time. +ou will appreciate we cannot supply you with further orders PPPPPPPPPP these balances have been PPPPPPPPPPPP .

TASK SHEET I:

Tra#! ate t+e /o ow,#& etter ,#to E#& ,!+: Aotel 'ontinental (oma Paris, 25 august -... Stimate domn, !s dori sa re7erv o camera dubla cu baie pentru data de -5 iulie. Gom sosi in ur de ora 25 dupa8amia7a si intentionam sa ramanem trei sau patru 7ile. #ultumindu8va anticipat, va rog sa primiti e*presia sentimentelor mele alese. !lain (iblet TASK SHEET 1J: Rea) t+e /o ow,#& etter a#) tr* to /,&.re o.t ,t! (.r(o!e' Wo. ) *o. -a t+,! 6.#$;%a, 0
%ear &s. Collins, (hy should you not have a powerful vocabulary like other successful people, A lot of people are discovering that word power and earning power go hand in hand. And we have $ust that thing to help you build a dynamic vocabulary virtually overnight . a self3study course from the publishers of the best3selling handbook <ocabulary =nlimited. (e would like to give you this amaAing book absolutely free. All you have to do is initial the enclosed postage3paid card and drop it in the nearest mailbo*. Along with your free book, I would like to give you a 813day trial e*amination of our vocabulary3 building self3study course developed especially for people like you. Each month for a year, you will receive a self3study lesson to complete in the convenience of your own house. It starts with basic fundamentals and, with each lesson, shows you a simple way to increase the siAe of your vocabulary $ust overnight. here is no obligation to continue if you are not completely satisfied with the first lesson of your self3study course. At the end of 81 days, you may return the lesson and not owe a cent. !r you may continue at the low rate of only H1.12 a month plus a small charge for postage and handling. he book <ocabulary =nlimited is yours to keep . free . in any case. If you want to develop your word power, mail the enclosed card today. I guarantee you will be glad you did. Cordially,

GRAMMAR SECTION: THE PASSIBE

Active "assive

Someone stole his wallet. errorists have *idnapped them. 4is wallet was stolen. hey have been *idnapped by terrorists.

In forming the passive, the ob$ect of the active sentence F wallet, them 0 becomes the sub)ect of the passive sentence. he passive is formed with be / past participle. It can be in any tense" past, present or future.

Present Present perfect Past Past perfect 0uture Present infinitive Past infinitive 8ing form 3 3 3 3 road.

S,%( e is built has been built was built had been built will be built be built have been built being built

Co#t,#.o.! is being built 3 was being built 3 3 3 3 3

hese days, most houses are built of concrete. heir house isnt finished yet. It s still being built. his where the new airport will be built. In my opinion, the school shouldnt have been built so near the main

Q Not,-e t+at t+e -o#t,#.o.! /or% ,! #or%a * o# * .!e) ,# t+e (re!e#t a#) (a!t te#!e!'

U!,#& t+e (a!!,1e (e often use the passive when we are interested in what happened rather than who did the action"
3 3 3 4is wallet was stolen. Fwe dont know who stole it0 Shes $ust been given a new $ob. Fobviously, by her employers0 he airport will be finished ne*t spring. Fit isnt important who finishes it0

(e also use the passive in order to keep the same sub)ect over several sentences"
3 I had a terrible time crossing the border. #irst I had to wait for two hours, and then I was interrogated for an hour by the secret police. FIm talking about my e0periences, so I want to keep % as the sub$ect0

;otice that the passive is especially common in scientific writing, especially in describing processes"
3 o #irst the metal is heated to a temperature of 122 , then it is poured into a large container

T+e (a!!,1e w,t+ 3&et4 In conversational English, we often use the passive with get instead of be, especially with particular verbs describing accidental events, e.g." &et o!t &et !t.-$ &et $, e) &et %.&&e) &et !to e# &et -a.&+t

3 3

ake a map, in case you get lost. 4e tried to cheat the ta* office, but he got caught.

he passive is also commonly used with get to talk about things that happen often or repeatedly"
3 She often gets invited to read her poetry, but she doesnt always get paid.

T+e 3+a1e4 (a!!,1e Active "assive 1ave passive Active "assive 1ave passive hey are repairing her car. 4er car is being repaired. She s having her car repaired. Someone stole my bike. &y bike was stolen I had my bike stolen.

he KhaveL passive is formed with have 9 H ob ect : / past participle. -ike the normal passive, it can be in any tenseG
3 3 3 3 3 Present simple> I usually have my hair cut on Saturday. Going to> 4es going to have his eyes tested. Present perfect> 4elp) Ive $ust had my handbag snatched. Past continuous> (hen I walked in, he was having his back massaged. 8ing form> I hate having my photograph ta*en. for things that you arrange to happen Fhave your eyes tested, have your photograph taken, have your house painted0 for things that happen to you without you intending them Fhave your face slapped, have your car stolen, have your house broken into0 Ive cut my hair. FPresent perfect R Ive done it myself0 I usually have my hair cut at onis. FIhaveJ passive R I usually get them to do it0

he KhaveL passive can be used"

3

3
3 3

;otice the difference between the have passive and the "resent perfect tense"

Pa!!,1e re(ort,#& 1er"!

$#ow# "e ,e1e) !a,) t+o.&+t a!!.%e) re(orte)

4e is hey are

work for the &afia. to be living in Chicago. have robbed a bank.

1e is thought to be 2 means the same as "eople thin* he is 2 Compare"

People thin& he works for the &afia. %t is thought that he works for the &afia. Ae is thought to work for the &afia.

>assive reporting verbs are especially common in more formal written English Fe.g. newspaper reports0. In conversational English, active forms are more usual"

3 3

hey say he robbed a bank. Everyone knows hes living in Chicago.

U!,#& a#) #ot %e#t,o#,#& t+e a&e#t 1' C+a#&e o/ /o-.! . the passive can change the emphasis of a sentence" 3 (obert won the pri7e. 9focus on (obert: 3 Bhe pri7e was won by (obert. 9focus on the pri7e: 2' U#$#ow# a&e#t . the agent is not mentioned if unknown" 3 #y wallet has been stolen. F In this case, there is no point in adding an agent" Kby somebodyL 0 2' Ge#era ,!e) a&e#t . if the sub$ect is Kpeople in generalL or KyouL, the agent is not mentioned. 3 +icycles are widely used in the city instead of public transport. =' O"1,o.! a&e#t . if the agent is obvious or has already been mentioned, it is not mentioned. 3 !le* has been arrestedK 9 we assume by the police : 3 Bhe company agreed to our reLuest and a new car8par& was opened. 1. U#,%(orta#t a&e#t . if the agent is not important to the meaning of the sentence it is not mentioned. 3 % was advised to obtain a visa in advance. @. I%(er!o#a ,t* . using the passive is a way of avoiding the naming of a specific person who is responsible for an action" 3 %t has been decided to reduce all salaries by -5F. In descriptions of processes, there is emphasis on the actions performed rather than on the people who perform them. 3 Bhen the pac&ets are pac*ed into bo*es of twenty four. Ber"! w,t+ (re(o!,t,o#! 1' E#),#& a !e#te#-e w,t+ a (re(o!,t,o# . it is possible to end a sentence with a preposition in a sentence where a prepositional verb is made passive" 3 Someone bro&e into our house. 3 )ur house was bro&en into. 2' BY a#) WITH 3ith is used after participles such as filled, pac&ed, crowded, crammed. 3 Bhe train was pac*ed with commuters. he difference between by and with may involve the presence of a person" 3 "ave was hit by a branch. 9an accident: 3 "ave was hit with a branch. 9a person hit him with one: 2' &a*e is followed by to when used in the passive" 3 #y boss made me wor& hard. 3 % was made to wor& hard by my boss. =' !over and verbs which involve similar ideas, such as surround, decorate can use with or by. !over can also be followed by in.

EKERCISE 1:
Here ,! a /or%a #ot,-e t+at M!' Pa. a Co+#!o# re-e,1e) /ro% +er "a#$' F, ,# t+e &a(! w,t+ t+e a((ro(r,ate (a!!,1e /or% o/ t+e 1er"! ,# t+e "ra-$et!' W+* ,! t+e (a!!,1e .!e) rat+er t+a# t+e a-t,1e0 %ear &s. >aula 9ohnsonG Re: A--o.#t No' 1=?JJ 2?= IJJ Ba a#-e: LH?J )e",t Cre),t ,%,t: LF12

It is with regret that we now give you formal notice that your account EEEE Fclose0. +our credit limit EEEE Fe*ceed0 by over D822. Customers EEEE Fask0 to apply in writing if they wish their credit EEEE Fe*tend0, and this EEEE Fnot do0. +ou EEEE Fwarn0 last week that this would be the result. In accordance with our internal policy, a copy of which EEEE Falready, send0 to you, the whole of the balance is payable with immediate effect. +ou EEEE Fre5uire0 to return to us your credit card, but before doing so it should be cut in half for security purpose. A pre3addressed and pre3paid envelope EEEE Fenclose0.

EKERCISE 2:
Rewr,te t+e /o ow,#& !e#te#-e! ,# t+e (a!!,1e' O#e !e#te#-e -a##ot "e -+a#&e): 8. 7. 6. ?. 1. @. :. B. C. 82. +ou insert the paper into the printer with the smoother side facing up. he &% from the head office in >aris briefed the staff about company reorganiAation. he new company secretary has made a serious error and should be given the sack. (e are going to update all the office e5uipment ne*t year. Someone must attend to the matter. I taught myself to use a computer. the local inhabitants on a remote island in the Atlantic made this pottery. A computer marks the e*am papers. hey say our company is on the verge of bankruptcy. he college authorities awarded every student a certificate on completion of the course.

EKERCISE 2:
P.t t+e!e !e#te#-e! ,#to t+e (a!!,1e : ea1,#& o.t someone, they, we<: e.g." Someone might steal the car. Bhe car might be stolen. 8. 7. 6. ?. 1. @. Someone will clean the room. hey had to cut down that tree. Someone should tell Ellen what happened. hey are going to build a new hospital. (e can solve the problem. someone has to finish the $ob.

:. hey may send the man to prison. B. (e must do something now.

EKERCISE =: Co%( ete t+e !e#te#-e! .!,#& t+e (a!!,1e (er/e-t ,#/,#,t,1e:
e.g." (hy doesnt 9essica know about the meeting, She should have been told Ftell0 ages ago. 8. 7. 6. ?. 1. KSaren is late this evening.L KShe might EEEE Fdelay0 at work.L (hy is all this rubbish still here, It ought to EEEE Fthrow away0 yesterday. he sweater I wanted to buy isnt in the shop window any more. It must EEEE Fsell0. It was lucky that you didnt fall off the ladder. +ou might EEEE Fkill0. +ou shouldnt have left all the money in your hotel room. It could EEEE Fsteal0.

EKERCISE ?: P.t t+e!e !e#te#-e! ,#to t+e (a!!,1e8 a! ,# t+e e7a%( e'
e.g." I dont like people shouting at me. % don1t li&e being shouted at. 8. 7. 6. ?. 1. I dont like people staring at me. I cant stand people telling me what to do. I dont like people interrupting me. I dislike people making $okes about me. I en$oy people praising me.

Are t+e!e t+,#&! tr.e /or *o.0

EKERCISE @: Co%( ete t+e !e#te#-e! w,t+ by or with:

e.g. &y desk is covered with papers. 8. 7. 6. ?. 1. @. :. B. hese photos were taken PPPPPP a very cheap camera. hese photos were taken PPPPPP my sister. he cake was made PPPPPPPP dried fruit. he cake was made PPPPPPPP my aunt. he garage was painted PPPPPP a new kind of paint. he garage was painted PPPPPP a friend of mine. he safe was blown open PPPPPPP the robbers. he safe was blown open PPPPPPP dynamite.

EKERCISE F:
Co%( ete t+e !e#te#-e! .!,#& t+e -orre-t /or% o/ having something done: e.g. I havent had my central heating serviced Fmy central heatingO service0 since last autumn. 8. 7. 6. ?. 1. @. Are you going to PPPPPPPPPPPPPPPPP Fthese shoesO repair0 or shall I throw them away, &y neighbors are PPPPPPPPPPPPP Fan e*tensionO build0 onto their house at the moment. I must PPPPPPPPPPPPPPPPPPPPPPP Fmy glassesO mend0. hey keep falling off. (here do you PPPPPPPPPPPPPPPPP Fyour hairO do0, It always looks very nice. I PPPPPPPPPPPPPPPPPP Ffour new tyresO fit0 on my car last month. Ive $ust PPPPPPPPPPPPPPPPPPPPPPPPPPPP Fmy suitO dry3clean0.

EKERCISE H:
Co%( ete t+e !e-o#) !e#te#-e !o t+at ,t +a! a !,%, ar %ea#,#& to t+e /,r!t8 .!,#& t+e wor) &,1e#' Yo. %.!t .!e "etwee# two a#) /,1e wor)!' 8. -ast &onday we appointed a new marketing manager. wa! A new EEEEEEEEEEEEE last &onday. 7. 4eavyland -td is supplying our company with office furniture. !.(( ,e) !ur company EEEEEEEEEEEE.. by 4eavyland -td. 6. (illiam the Con5ueror built the castle in the 88th century. "* he castle EEEEEEEEEE (illiam the Con5ueror in the 88th century. ?. ;o decision has yet been made. )e-,)e) ;othing EEEEEEEEEEEEEE yet. 1. >eople believe that someone murdered 4arrison. wa! It EEEEEEEEEEEEEE. &urdered. @. +our hair needs cutting. &et +ou ought EEEEEEEEEE.. cut. :. he police were following the suspects. were he suspects EEEEEEEEEEEEE.. police. B. ;o one has seen Ale* since the day of the party. "ee# Ale* EEEEEEEEEEE. the day of the party. C. (e put up a notice about the trip on the notice board two days ago. wa! A notice EEEEEEEEEEE. up on the notice board two days ago. 82. >eople think an apple a day is good for you. to

An apple a day EEEEEEEEEEEEE for you.

EKERCISE I:
Rewr,te ea-+ !e#te#-e !o t+at ,t -o#ta,#! a /or% o/ have something done. Do #ot ,#- .)e t+e a&e#t: 8. A painter painted our house last month. EEEEEEEEEEEEEEEEE. 7. he hairdresser is cutting my hair this afternoon. EEEEEEEEEEEEEEEEEEEEE 6. Someone has stolen my leather coat. EEEEEEEEEEEEEEEEE. ?. he dentist has taken out all of &ichaels teeth. EEEEEEEEEEEEEEEEEEEE.. 1. I havent been to the car3wash for a long time. EEEEEEEEEEEEEEEEEEEE @. he men are coming to put in the central heating on Sunday. EEEEEEEEEEEEEEEEEEEEEEEEE.. :. Someone broke 9ims nose in a fight. EEEEEEEEEEEEEEEEE B. Isnt it time someone fi*ed our < set, EEEEEEEEEEEEEEEEEE C. Sarens publishers have $ust published her new book. EEEEEEEEEEEEEEEEEEEEEEE. 82. he police towed away ;eils car. EEEEEEEEEEEEEEE

EKERCISE 1J: Rewr,te ea-+ !e#te#-e !o t+at ,t )oe! #ot -o#ta,# t+e wor)! .#)er ,#e) a#) !o t+at ,t -o#ta,#! a (a!!,1e /or%:
8. Someone left the phone off the hook all night. EEEEEEEEEEEEEEEEEEEE. 7. he government has announced that petrol prices will rise. EEEEEEEEEEEEEEEEEEEEEEEEE. 6. A burglar broke into Saras house last night. EEEEEEEEEEEEEEEEEEE. ?. >eople asked me the way to the police station four times. EEEEEEEEEEEEEEEEEEEEEEEE. 1. he fruit3pickers pick the cherries early in the morning. EEEEEEEEEEEEEEEEEEEEEEEE. @. Its time the authorities did something about this problem. EEEEEEEEEEEEEEEEEEEEEEEEE :. +ou have to fill in an application form. EEEEEEEEEEEEEEEEE. B. hey dont know what happened to the car. EEEEEEEEEEEEEEEEEEE.

EKERCISE 11: Rewr,te ea-+ !e#te#-e ,# a %ore /or%a !t* e !o t+at ,t -o#ta,#! a (a!!,1e /or% o/ t+e wor) &,1e# ,# -a(,ta !:
8. Sorry, but weve lost your letter. EEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEE 7. he police are grilling >eter down at the station. EEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEE. 6. I dont know your name. EEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEE ?. +oull get a rise in salary after eight months. EEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEE. 1. +ou usually eat this kind of fish with a white sauce. EEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEE. @. hey stopped playing the match after an hour. EEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEE. :. hey took Cooper to court for dangerous driving. MEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEE B. +ou go in the cathedral from the south door. EEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEE. C. heyve stopped traffic from using the center. EEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEE 82. hey have found the remains of an old /oman villa nearby. EEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEE MISLAY DUESTION INTRODUCE RAISE SERBE ABANDON PROSECUTE ENTER BAN DISCOBER

EKERCISE 12: Rewr,te ea-+ !e#te#-e !o t+at ,t "e&,#! w,t+ %t 222

8. 7. 6. ?. 1. @. :. B. here has been a suggestion that I should take two weeks holiday. It EEEEEEEEEEEEEEEEEEEEEEEEE. (e have agreed to meet again in three days. It EEEEEEEEEEEEEEEE. hey have decided to cancel the meeting. It EEEEEEEEEEEEEEE (e didnt think it was such a good idea. It EEEEEEEEEEEEEEE here is a rumour that the couple are to seek a divorce. It EEEEEEEEEEEEEEEEEEEEE here was a proposal that a new offer would be made. It EEEEEEEEEEEEEEEEEEEE.. here is confirmation of the department bad performance. It EEEEEEEEEEEEEEEEEEEEEE. (e decided to try again later. It EEEEEEEEEE..

EKERCISE 12: Rewr,te ea-+ !e#te#-e !o t+at ,t e#)! w,t+ t+e wor) .#)er ,#e): 8. Ellen was well provided for in her husbands will. EEEEEEEEEEEEEEEEEEEEEE 7. (e are dealing with your complaint. EEEEEEEEEEEEEEEE 6. Someone had pampered with the lock of the front door. EEEEEEEEEEEEEEEEEEEEEEEE. ?. Another company has taken over our company. EEEEEEEEEEEEEEEEEEEE.. 1. I must insist that you keep to the rules. EEEE.. EEEEEEEEEEEE @. he youngest complained that people were picking on him. EEEEEEEEEEEEEEEEEEEEEEEEE. :. (e are looking into this allegation. EEEEEEEEEEEEEEEE B. (e dont know how they disposed of the body. EEEEEEEEEEEEEEEEEEEE. C. (e have not accounted for all the missing luggage. EEEEEEEEEEEEEEEEEEEEE.. 82. (e will frown upon any attempts to cheat in the e*am. EEEEEEEEEEEEEEEEEEEEEEE.. EKERCISE 1=: De-,)e ,# ea-+ !e#te#-e w+et+er o# * o#e or "ot+ 1er"! .#)er ,#e) are !.,ta" e: 8. Alice hadO got her handbag snatched. 7. =nfortunately, my uncle wasO got killed in the war. 6. I work slowly, but I haveO get my $obs done in the end. ?. I must haveO get these trousers altered. 1. It took all day, but I eventually hadO got the < set repaired. @. Several people wereO got left behind when the bus drove off. :. (e have hadO got all our money stolen, so we needed help. B. >atricia hadO got her house painted last year as usual. C. (hy dont you haveO get the cooker seen to, 82. >atrick wasO got in$ured after he had been playing for only five minutes.