ENGLEZA

UNIVERSITATEA CRETIN DIMITRIE CANTEMIR
FACULTATEA DE RELAII ECONOMICE INTERNAIONALE BRAOV
Cristina PIPO
CORESPONDEN COMERCIAL N LIMBA

ENGLEZ
BUSINESS ENGLISH COMMERCIAL
CORRESPONDENCE
- Manual de studiu individual -
UNIVERSITATEA CRETIN
DIMITRIE CANTEMIR
FACULTATEA DE RELAII ECONOMICE
INTERNAIONALE BRAOV
Cristina PIPO
CORESPONDEN COMERCIAL N
LIMBA ENGLEZ
BUSINESS ENGLISH COMMERCIAL
CORRESPONDENCE
MANUAL DE STUDIU INDIVIDUAL
BRAOV
2011
CUPRINS
CUPRINS
CUPRINS
FORMAL AND INFORMAL LANGUAGE
12
2.1. INTRODUCERE
2.2. OBIECTIVELE UNITII DE NVARE
2.3. CONINUTUL UNITII DE NVARE
2.4. NDRUMAR PENTRU AUTOVERIFICARE
12
12
13
15
WRITING A COVER LETTER
19
2.1. INTRODUCERE
19
19
20
23
MISSING WORDS AND ABBREVIATIONS IN BUSINESS CORRESPONDENCE
25
3.1. INTRODUCERE
25
25
26
29
REPLYING TO A JOB APPLICATION
32
4.1. INTRODUCERE
32
32
33
36
KEY PHRASES IN LETTER WRITING
39
5.1. INTRODUCERE
39
39
40
41
REQUESTING A SERVICE
47
i
BUSINESS ENGLISH COMMERCIAL CORRESPONDENCE

6.1. INTRODUCERE
47
47
48
49
OPENING AND CLOSING
51
7.1. INTRODUCERE
51
51
52
55
CONFIRMING A SERVICE
58
8.1. INTRODUCERE
58
58
59
60
GIVING NEWS
63
9.1. INTRODUCERE
63
63
64
65
ORDERING SUPPLIES
69
10.1. INTRODUCERE
69
69
70
71
INFORMATION, ACTION, HELP
74
11.1. INTRODUCERE
74
74
75
77
CONFIRMING AN ORDER
87
12.1. INTRODUCERE
87
87
88
89
ii
CUPRINS
INTERNAL MESSAGES
92
13.1. INTRODUCERE
92
92
93
96
REQUESTING INFORMATION
99
14.1. INTRODUCERE
99
99
100
101
PROVIDING INFORMATION
103
15.1. INTRODUCERE
103
103
104
105
ATTACHMENTS
109
16.1. INTRODUCERE
109
109
110
112
WRITING ADJUSTMENT LETTERS
115
17.1. INTRODUCERE
115
115
116
117
ARRANGING A MEETING EMAILS
120
18.1. INTRODUCERE
120
120
121
122
INVITATIONS AND DIRECTIONS EMAILS
125
iii

19.1. INTRODUCERE
125
125
126
130
WRITING REMINDER LETTERS AND COLLECTION LETTERS
133
20.1. INTRODUCERE
133
133
134
135
NEGOTIATING A PROJECT EMAILS
137
21.1. INTRODUCERE
137
137
138
140
REPLYING TO REMINDER LETTERS AND COLLECTION LETTERS
143
22.1. INTRODUCERE
143
143
144
145
CHECKING UNDERSTANDING EMAILS
147
23.1. INTRODUCERE
147
147
148
150
WRITING EMPLOYEE RELATION LETTERS
153
24.1. INTRODUCERE
153
153
154
155
COMMON MISTAKES IN EMAILS
158
25.1. INTRODUCERE
158
158
159
162
iv
CUPRINS
WRITING CUSTOMER RELATION LETTERS
164
26.1. INTRODUCERE
164
164
165
169
PUNCTUATION AND SPELLING IN EMAILS
172
27.1. INTRODUCERE
172
172
173
176
WRITING PERSONAL BUSINESS LETTERS
178
28.1. INTRODUCERE
178
178
179
181
vi
INTRODUCERE
INTRODUCERE
Disciplina Coresponden de afaceri n limba englez este necesar studenilor aflai n anul al
III-lea de studiu deoarece aduce infirmaii deosebit de utile pentru realizarea n cadrul firmei i ntre
firme a unei relaii profesioniste de afaceri.
Obiectivele cursului
Cursul i propune prezentarea unor elemente teroetice dar si a elemntelor practice, aplicative
necesare redactrii corecte a corespondenei de afaceri.
Competene conferite
Dup parcurgerea acestui curs, studentul va dobndi urmtoarele competene generale i

specifice:
1. Cunoatere i nelegere (cunoaterea i utilizarea adecvat a noiunilor specifice
disciplinei)
identificarea de termeni, relaii, procese, perceperea unor relaii i conexiuni n

cadrul disciplinelor economice;
utilizarea corect a termenilor de specialitate din domeniul economic;
definirea / nominalizarea de concepte ce apar n activitatea de coresponden de afaceri;
capacitatea de adaptare la noi situaii aprute pe parcursul activitii de management
internaionalrelaiilor ntre firme
2. Explicare i interpretare (explicarea i interpretarea unor idei, proiecte, procese, precum i
a coninuturilor teoretice i practice ale disciplinei)
generalizarea, particularizarea, integrarea elementelor teroetice n crearea

scrisorilor
realizarea de conexiuni ntre elementele funciilor corespondeei de afaceri;
argumentarea unor enunuri n faa partenerilor de afaceri, anagajailor;
capacitatea de organizare i planificare a activitatii de redactare;
capactitatea de analiz i sintez n procesul de redactare.
vii

3. Instrumental-aplicative (proiectarea, conducerea i evaluarea activitilor practice
specifice; utilizarea unor metode, tehnici i instrumente de investigare i de aplicare)
relaionri ntre elementele ce caracterizeaz activitile de coresponden de

afaceri;
descrierea unor stri, sisteme, procese, fenomene ce apar pe parcursul activitii de
coresponden de aafaceri;
capacitatea de a transpune n practic cunotiinele dobndite n cadrul cursului;
abiliti de cercetare, creativitate n domeniul corespondenei de afaceri;
capacitatea de a concepe proiecte i de a le derula activiti de coresponden de afaceri;
capacitatea de a soluiona probleme aprute pe parcusul corespondeneei
4. Atitudinale (manifestarea unei atitudini pozitive i responsabile fa de domeniul tiinific /
cultivarea unui mediu tiinific centrat pe valori i relaii democratice / promovarea unui sistem de
valori culturale, morale i civice / valorificarea optim i creativ a propriului potenial n activitile
tiinifice / implicarea n dezvoltarea instituional i n promovarea inovaiilor tiinifice / angajarea
n relaii de parteneriat cu alte persoane / instituii cu responsabiliti similare / participarea la
propria dezvoltare profesional )
reacia pozitiv la sugestii, cerine, sarcini didactice, satisfacia de a rspunde la

ntrebrile clienilor;
implicarea n activiti tiinifice n legtur cu disciplina coresponden de afaceri;
acceptarea unei valori atribuite unui obiect, fenomen, comportament, etc. conform
legislaiei n vigoare;
capacitatea de a avea un comportament etic n faa partenerilor de afaceri,
angajailor;
capacitatea de a aprecia diversitatea i multiculturalitatea analizei probelor;
abilitatea de a colabora cu specialitii din alte domenii.
Resurse i mijloace de lucru
Cursul dispune de manual scris, supus studiului individual al studenilor, precum i de material
publicat pe Internet sub form de sinteze, teste de autoevaluare, studii de caz, aplicaii, necesare
ntregirii cunotinelor practice i teoretice n domeniul studiat. n timpul convocrilor, n prezentarea
cursului sunt folosite echipamente audio-vizuale, metode interactive i participative de antrenare a
studenilor pentru conceptualizarea i vizualizarea practic a noiunilor predate. Activiti tutoriale se
pot desfura dup urmtorul plan tematic, conform programului fiecrei grupe:
viii
INTRODUCERE
Structura cursului
Cursul este compus din 28 uniti de nvare:
Unitatea de nvare 1.
MISSING WORDS AND ABBREVIATIONS IN BUSINESS

CORRESPONDENCE
OPENING AND CLOSING
GIVING NEWS
ORDERING SUPPLIES
CONFIRMING AN ORDER
INTERNAL MESSAGES
ATTACHMENTS
NEGOTIATING A PROJECT EMAILS
REPLYING TO REMINDER LETTERS AND COLLECTION

LETTERS

ix
Teme de control (TC)
Desfurarea temelor de control se va derula conform calendarului disciplinei i acestea vor avea
urmtoarele subiecte:
1. Elaborarea unei scurte prezentri pe baza temelor dicutate
2. Traducerea unui text relevant studierii limbii engleze
Bibliografie obligatorie:
Lin Lougheed, Business Correspondence Guide, Pearson Education, New York, 2003
A., Ashley, Oxford Handbook of Commercial Correspondence, Oxford University Press,
Oxford, 2003
Jeffery L. Segling, Edward Coleman, The AMA Handbook of Business Letters, Amacom, New
York, 2002
Metoda de evaluare:
Examenul final se susine sub form scris, la el adgndu-se activitatea studentului la seminar
Simbolurile utilizate:
INTRODUCERE
OBIECTIVELE UNITII DE NVARE
INTRODUCERE
Timpul alocat unitii de nvare:
CONINUTUL UNITII DE NVARE
EXEMPLE
NDRUMAR PENTRU
AUTOVERIFICARE
TESTE DE
EVALUARE/AUTOEVALUARE
xi
UNITATEA DE NVARE 1
1.1. INTRODUCERE
1.2. OBIECTIVELE UNITII DE NVARE TIMP ALOCAT
1.3. FORMAL AND INFORMAL LANGUAGE
1.4. NDRUMTOR PENTRU AUTOVERIFICARE
2.1. INTRODUCERE
Redactarea corect a unei scrisori de

intenie este deosebit de important mai ales atunci cnd dorim s
acedem la postul visat.
2.2. Obiectivele unitii de nvare
intenie
12
Timpul alocat unitii de nvare
Pentru unitatea de nvare, timpul alocat este de 2 ore.
2.3. CONINUTUL UNITII DE

NVARE
Formal academic writing is quite different from informal spoken

English. The differences can best be
seen from a number of examples. In general, informal spoken
English contains a number of
colloquialisms (conversational expressions) that are inappropriate
for formal written English. It is
important not to mix the styles.
Written academic English will not normally contain the
following:
Contractions
! INCORRECT
it didn't they've
CORRECT
it did not they have
Hesitation Fillers
INCORRECT
Er, um, well
Personal Pronouns
! INCORRECT
13

I think this is an effective plan. You put the chemicals in the
test tube.
We used two different methods research.
CORRECT
This could be an effective plan. The chemicals are put in
the test tube.
There were two different methods of research.
Personal pronouns are sometimes used, but are often avoided

by means of a modal verb (could, might etc.), an impersonal
word such as it or there, or a verb in the passive voice.
Informal/Imprecise Words
INCORRECT
lots of nice
big
things
like
CORRECT
many
excellent, pleasant large
reasons, problems such as
Abbreviated forms
! INCORRECT
it's
they're
e.g.
i.e.
etc
14
CORRRECT
it is
they are
for example that is
and so on
A COMPARISON
Compare the following texts. The first is informal and
spoken, the second formal and written (from a journal article).
Informal/Spoken
This guy, Hewson, right, he says that people that speak
English, like native speakers, don't think about when to use
words like 'the', they just do it.
Formal/Written
Hewson (1972, p. 132) has called the English article system a
'psychomechanism', through which native speakers use
articles correctly but unconsciously.
2.4. NDRUMAR PENTRU

AUTOVERIFICARE
EXERCISE 1
The following sentences are mixed formal and informal. Write F (formal) or I (informal) in
the brackets after each sentence.
a.
The project will be completed next year.
b.
I showed that his arguments didn't hold water.
c.
I wonder why he put up with those terrible conditions for so long.
15

d.
Five more tests will be necessary before the experiment can be concluded.
e.
It is possible to consider the results from a different viewpoint.
f.
It has been proved that the arguments so far are without foundation.
g.
He'll have to do another five tests before he can stop the experiment.
h.
It is not clear why such terrible conditions were tolerated for so long.
[
[
]
]
i.
j.
There are a number of reasons why the questionnaire should be revised.

We'll finish the job next year.
DEFINITE AND TENTATIVE WAYS OF WRITING

A feature of written academic English is the need to be careful (i.e. to show that you may not
be certain about something). The purpose of this is to show that one is generalising or desires
to be cautious, or even that one might possibly be wrong (though it is not likely!).
(The three preceding words in italics are examples of such language in use.)
TESTE DE EVALUARE/AUTOEVALUARE
Quiz topic: Formal and informal vocabulary

For each of the six questions choose the one correct answer.
1. Dear Mr Smith, We are sorry to _____ that...

a) say you
b) let you know
c) inform you
d) explain you
2. Thank you for bringing this _____ to my attention.

16

a) thing
b) matter
c) stuff
d) items
3. I am extremely _____ the service I received...

a) dissatisfied with
b) dissatisfied from
c) cross about
d) cross for
4. Hi John, how's it going? _____ my holiday in Spain.

a) I am writing to give you some details regarding...
b) I intend to describe...
c) I want to tell you about...
d) I'd like to say you...
5. As you will see from my CV, I have _____ experience in this area.
a) masses of
b) a considerable amount of
c) loads of
d) great
6. That's all for now. See you tonight! _______ , Mary xxxx
a) Yours faithfully
b) Yours sincerely
c) Best wish
d) Love
17

Bibliografie selectiv
Oxford, 2003
York, 2002
18
UNITATEA DE NVARE 2
2.1. INTRODUCERE
2.3. WRITING A COVER LETTER
2.1. INTRODUCERE

intenie este deosebit de important mai ales atunci cnd dorim s
acedem la postul visat.
2.2. OBIECTIVELE UNITII DE

NVARE
intenie

NVARE
How To Write A Cover Letter

When a friend of mine Ill call her Carol asked me to help
with a job cover letter last weekend, I said sure, piece of cake. I
write and edit for a living. How difficult could it be to fix a page of
my friends prose?
Painfully difficult, it turns out. I spent hours sweating over
Carols letter, and even then I didnt feel I had cracked it. The first
line stumped me, and still does. I am very pleased to submit my
application, she began. That seemed awfully stiff, and besides, the
company she was addressing would be lucky to hire her. But my
alternative was too informal, and possibly overconfident: I would
be thrilled to become . . .
For help, I combed through the web and turned to three of my
job coach sources. I found lots of horribly written letters (As a
highly skilled sales manager with proven experience . . .) and
some difference of opinion. My conclusion: Cover letters make a
difference, even short ones. Dont ever send a boilerplate
Enclosed please find rsum note. Do tell a story and even crack
a joke if you can. Always mention mutual contacts, and make sure
you proofread carefully. Even though todays cover letter is always
an e-mail with a rsum attached, as opposed to a hard copy sent by
snail mail, do err on the side of a more formal prose style, avoiding
common e-mail abbreviations like u instead of you.
That said, New York City job coach Roy Cohen, author of
The Wall Street Professionals Survival Guide, and Marcie Schorr
Hirsch, of Hirsch/Hills Consulting, in Newton Centre, Mass., both
favor short letters of less than a page. The two agree that the larger
the company, the less important the letter. A brilliant letter thats a
response to a job posting may not make a difference, Cohen says.
In an overburdened workplace, its less likely that that letter will
20

get a lot of attention.
Hirsch and Cohen both like letters that start by spelling out
what job youre trying to get, including the name of the company,
followed by a summary of your career, a list of your relevant
accomplishments and then a last line that requests a meeting and
says when you plan to get in touch. Wall Street has a short
attention span, says Cohen. Simple is the way to go.
Still, its tough to write a great opening line, even in a short
letter. The magic bullet: Naming someone you know in common:
Carol McGillicutty recommended I get in touch about the sales
manager job at Adams & Co.
But what do you say if you cant say that?
In search of great prose ideas, I tried the writing guru William
Zinsser, former master at Yales Branford College and author of the
much-read book On Writing Well. Zinssers first response: I think
the business world is so uptight and so competitive, they might not
want any of the kind of humanity Im proposing. Zinsser doesnt
like my thrilled opening line at all. Its kind of a false
ingratiation, he points out. I think storytelling is good, he
suggests. If you have some anecdoteAn uncle of mine once
said, he suggests. Or, One reason I want to work for you is I
always remember something my father told me.
My conclusion: Zinsser is right that storytelling is a great
tactic in a cover letter. But its also a tall order for most of us.
Instead, Id recommend either the short, succinct approach
proposed by Hirsch and Cohen or the four-paragraph format
suggested by Kate Wendleton, founder and president of the Five
OClock Club, a 32-year-old national career coaching organization
based in New York:
The first paragraph lays out the specific job you want and, in
the best case, names a mutual acquaintance. If youre approaching
the person out of the blue, take a look at this piece I wrote on direct
contacts. You might say youve been following the persons career
for a long time, or you recently read about her in Forbes, and then
say why you want to pursue a position at the company.
In the next paragraph, write a short summary of your career,
tailored to fit the company youre approaching. In the third
paragraph, lay out several specific accomplishments that are
relevant to the prospective job. Wendleton likes to do this in bullet
form. Put your most impressive accomplishment first, she
emphasizes. In the fourth paragraph, say when youll be getting in
touch.
My attempt to help Carol happened before I researched this
article, and Im happy to say we did most of what Wendleton
21

recommends, though we didnt use bullets.
Carol herself has hired a number of people over the years, and
she has some recommendations: Dont say youd make a perfect
member of the team, unless you can back that up with specific
achievements. Keep the superlative adjectives to a minimum. Do
tailor your letter to the position, but dont copy the exact wording.
I hate it when people say Id love to and then cut and paste a line
from the job description, she says.
I find the prose a little formulaic, but the structure seems
good. Also, Id keep it to four paragraphs, which would mean
deleting everything after the last bullet, and ending with, Ill call
in a few days to see if we can find a time to meet.
Rachel Tepfer suggested I get in touch with you.
I am a seasoned financial services marketer at SanguineBank
with a strong packaged goods background and extensive experience
in product development and merchandising, branch management,
electronic banking, and innovative distribution planning.
I created the SanguineBank Investment Portfolio, the

banks first complete presentation of its retail savings and
investment products, and developed successful ways to sell
the SanguineDip account in the retail setting.
As an Area Director in the New York retail bank, I doubled

branch balances in mid-Manhattan in only three years.
Most recently, I have been developing a set of PC-based

fund-transfer products for SanguineBanks Financial
Institutions Group.
Prior to SanguineBank, I rebuilt the baby shampoo division

for Johnson & Johnson and managed all bar-soap
marketing at Lever Brothers.
A rsum is enclosed for additional background.
I am seeking to move to a new assignment that would take

full advantage of my consumer financial services marketing
experience, and am extending my search outside of SanguineBank
as well as inside. Rachel thought it would be worthwhile for us to
meet briefly. Ill call in a few days to set up a mutually convenient
time for us to meet.
(forbes.com)
22
2.4. NDRUMAR PENTRU

AUTOVERIFICARE
Cover letter example.
The first one I found on a Harvard Business Review blog written by someone named David
Silverman, who teaches business writing. Its quite short, and it doesnt spell out specific
accomplishments, but I think the format is sound, the prose flows nicely, and it refers the reader to the
rsum, which presumably lists relevant achievements. Though Id delete the Ive attached my
rsum for your review phrase; the recipient will see the attachment and doesnt need to be told:
I am writing in response to the opening for xxxx, which I believe may report to you.
I can offer you seven years of experience managing communications for top-tier xxxx firms,
excellent project-management skills, and a great eye for detail, all of which should make me an ideal
candidate for this opening.
I have attached my rsum for your review and would welcome the chance to speak with you
sometime.
Cover letter example.
I find the prose a little formulaic, but the structure seems good. Also, Id keep it to four
paragraphs, which would mean deleting everything after the last bullet, and ending with, Ill call in a
few days to see if we can find a time to meet.
Rachel Tepfer suggested I get in touch with you.
I am a seasoned financial services marketer at SanguineBank with a strong packaged goods
background and extensive experience in product development and merchandising, branch
management, electronic banking, and innovative distribution planning.
I created the SanguineBank Investment Portfolio, the banks first complete presentation of its
retail savings and investment products, and developed successful ways to sell the SanguineDip
account in the retail setting.
As an Area Director in the New York retail bank, I doubled branch balances in mid-Manhattan
in only three years.
Most recently, I have been developing a set of PC-based fund-transfer products for
SanguineBanks Financial Institutions Group.
Prior to SanguineBank, I rebuilt the baby shampoo division for Johnson & Johnson and
managed all bar-soap marketing at Lever Brothers.
23

A rsum is enclosed for additional background.
I am seeking to move to a new assignment that would take full advantage of my consumer
financial services marketing experience, and am extending my search outside of SanguineBank as well
as inside. Rachel thought it would be worthwhile for us to meet briefly. Ill call in a few days to set up
a mutually convenient time for us to meet.
Write Your own cover letter.
Oxford, 2003
York, 2002
24
UNITATEA DE NVARE 3
MISSING WORDS AND ABBREVIATIONS IN BUSINESS

CORRESPONDENCE
3.1. INTRODUCERE
3.3. MISSING WORDS AND ABBREVIATIONS IN BUSINESS CORRESPONDENCE
3.1. INTRODUCERE
Necesitatea
cunoaterii
abrevierilor
din
textele
corespondenei de afaceri este deosebit de important deoarece
faciliteaz nelegerea acestora.

NVARE
Studiul abrevierilor din scrisori


NVARE
Abbreviations with Names and Titles of People

Use the full name in standard writing unless the person uses
an initial as part of his or her name. Initials may be used in lists and
addresses if appropriate.
Correct: George Smith
Correct, only in list or address: G. Smith
Correct: Robert E. Lee (The initial is fine here because that is
the name he went by.)
Social titles before a proper name are capitalized. All but
Miss and Master are abbreviated and end with a period.
Social titles: Mr. Master Mrs. Miss Ms. Mlle. Mme. M.
Messrs. (Plural of Mr. or M.) Mmes. (Plural of Mrs., Ms., Mme.)
Those social titles that are abbreviated are only abbreviated in
front of names.
Correct: Mr. Smith is not at home.
Incorrect: You'd better listen, Mr. (Mr. is not in front of
name; do not abbreviate.)
Correct: You'd better listen, Mister.
(englishplus.com)
attn.
abbreviation
attention: used for showing that a letter or document is for a
particular person
26
MISSING WORDS AND ABBREATIONS IN BUSINESS CORRESPONDENCE

c/-
abbreviation
care of: used in an address on a letter or package that you are
sending to someone at another persons house
cc
abbreviation
used on a business letter or e-mail for saying that a copy is
being sent to the person mentioned
c/o
abbreviation
care of: used in an address on a letter or package that you are
sending to someone at another persons house
enc.
abbreviation
enclosed
encl.
abbreviation
enclosed or enclosure: used at the top or bottom of a letter to
show that something else is being sent with it
fao
27
abbreviation
for the attention of: written in front of someones name on a
document, letter, or envelope to show that it is intended for them
f.i.o.
abbreviation
for information only: written on a business letter or e-mail to
show that it is being sent to someone in order to give them
information, and they are not expected to reply or take any action
P.P.S.
abbreviation
written before a note at the end of a letter, after the p.s. note
P.S.
abbreviation
postscript: used for introducing some additional information
at the end of a letter after you have signed your name
P.T.O.
abbreviation
please turn over: used at the bottom of a page when there is
more writing on the other side
re
28

preposition
used in business letters for introducing the subject that you
are going to write about
ref.
abbreviation
reference: used in a business letter when you are giving the
numbers and letters that show exactly which document or piece of
information you are talking about
RSVP
abbreviation
used on written invitations to ask the person invited to say
whether they can go to a social event or not
3.4. NDRUMAR PENTRU

AUTOVERIFICARE
TLAs (three-letter acronyms) In ordert o keepe mail messagess hort, people sometimes use
abbreviations for common expressions, just as they do in text messaging. These are known as TLAs
(three-letter acronyms), although some of them are more than three letters long. Here is a list of some
of the most commonlyused TLAs:
AFAIK as far as l know
BFN bye for now
Brw by the way
coB close of business
29

FYr for your information
row in other words
NRN no reply necessary
oroH on the other hand
Use TLAs with great care, and only when you have estabiished a friendly, informal relationship
with your correspondent They should not be be used in letters and faxes.
Emoticons
Emoticons (a combination of the words emotion andicon), also know as smileys, are
often used in informal email correspondence.
They express emotions which may not be evident from the words alone, e.g.:
-) a smile
-( afrown
;) awink
On the whole. it is better not to use them in businessm essagesa, st hey may be considered
unprofessional, especially if you do not know the recipient weII or are not sure that he or she will
understand them.
(Oxford Handbook Of Commercial Correspondence)
Write to a specific person. Before you write, try to find out the name (and gender) of the person you
are writing to. You can call the company or check their Web site.
Dear Ms. Maroon:
Dear Mr. Ping:
If you don't know the gender, use the person's full name or initial. Dear Lin Croft: Dear D. Maxon:
If you don't know the name, use the person's title.

30

Dear Human Resource Specialist: Dear Recruiter:
If you know only the address, use a generic salutation.
Good morning:
Write to a specific person. Before you write, try to find out the name (and gender) of the person you
are writing to. You can call the company or check their Web site.
Dear Ms. Maroon:
Dear Mr. Ping:
If you don't know the gender, use the person's full name or initial. Dear Lin Croft: Dear D.
Maxon:
If you don't know the name, use the person's title.
Dear Human Resource Specialist: Dear Recruiter:
If you know only the address, use a generic salutation.
Good morning:
Oxford, 2003
York, 2002
31
UNITATEA DE NVARE 4
4.1. INTRODUCERE
4.3. REPLYING TO A JOB APPLICATION
4.1. INTRODUCERE
Este deosebit de important ca atunci

cand aplicam pentru un job sa intelegem scrisoare de raspuns
pentru aplicatie noastra

NVARE
Redactare unei scrisori de raspuns

NVARE
How To Make Them Respond When You Apply For A

Job Online
Last week I got a note from a reader, asking me for advice
about how to elicit a response to her online job applications. With
the technology age upon us, I have been actively applying to
employment opportunities on numerous websites, she wrote. My
problem is that I am not getting any type of feedback. She
estimated she had pursued 100 openings in the last year, and
received only two responses. Neither had led to a new job. This job
seeker wanted my advice about sprucing up her online applications
and in particular, how she could get employers to reply to her
queries.
I talked to three of my regular career coach sources, Robert
Hellmann and Anita Attridge in New York, and David Couper in
Los Angeles, and all of them say that two responses to 100 online
applications is in fact a strong showing, given the competition.
Couper is the most blunt. I tell my clients that theyre
wasting their time applying online, he says. To me youve left it
too late, he says. Once its online, millions of other people have
seen it. Often, he says, online job postings are just a way for hiring
managers to claim theyve looked at lots of applicants when, in
fact, they have already decided in advance on an internal hire.
Other times, a job is posted and then a budget cut ensues and the
position is eliminated before its been filled.
Hellmann and Attridge are slightly less pessimistic than
Couper, and both say they have had clients who landed jobs by
applying online. Attridge says the more specific your skill set is and
the more closely its matched to the online ad, the greater chance
you have of success. Within the last six months, a client of
Attridges, a technical director in information technology, answered
an ad that listed the precise skills that he had under his belt. After
an initial phone screening, he went for an interview and wound up
getting hired. If youre not a strong match for the listing, Attrdige
says, it may not be worth your time to apply.
33

Hellmann agrees with Couper and Attridge that most online
applications are more trouble than theyre worth, but he has come
up with some tips for filling them out efficiently. Think about the
application as a bureaucratic formality, he advises. Its a onesize-fits-all form that has every possible thing on it, he says. You
dont need to write detailed answers to every question.
In fact, there are a number of queries you should not answer.
One is about salary. Many forms wont let you complete them if
you leave spaces blank. Hellmann advises putting in $1, $10 or
$100, anything to show youre not listing your real salary.
Hellmann insists its not fair to discuss compensation before youve
had a real job interview. Likewise, if there is a question about the
name of your current boss, do not fill it in. Write, to be discussed.
Or if youre out of work, you can also say, to be discussed. In
addition, Hellmann says its inappropriate for an application to
request that you list references. In that slot, he says you should
write, available upon strong mutual interest. Says Hellmann,
only give your references when youre close to an offer.
Most applications ask for your current position and then
request a description of your job. Hellmann recommends simply
writing, please see rsum. Though Hellmann cautions that
writing out a description of your work could introduce spelling and
grammar mistakes, you could also consider cutting and pasting
from your rsum or LinkedIn profile, directly onto the form.
Then there is the issue of keywords. Hellmann says you
should make sure your rsum is filled with keywords that come
from the job youre targeting. If the online job listing asks for an
applicant who is experienced in portfolio analysis, make sure you
have the words portfolio analysis on your rsum. Likewise, if
the listing says, social media marketing expertise, do have social
media marketing somewhere on your rsum.
An excellent Wall Street Journal story today underlines how
important keywords can be, especially if youre applying to a large
company like Starbucks or Procter & Gamble, both of which use
automated tracking systems that screen rsums for keywords,
former employers, and schools attended. An example from the
Journal story: PNC Financial Services Group filters out bank-teller
applicants whose rsums dont show they have had at least two
years of cash-handling experience.
Hellmann says its always a good idea to include a concise,
specific cover letter with your application. Write a letter, he
recommends, that makes it really hard to screen you out. Address
the job requirements directly and list accomplishments that speak to
them, preferably as bullets.
All that said, the most effective thing you can do is to find a
personal connection to the hiring manager at the company thats
34

made the posting. That means networking, which can be made
easier by tools like Facebook and LinkedIn. But dont forget your
face-to-face network. If youre interested in a job posting, do ask
everyone you know, including family, friends and colleagues, if
they know anyone who works at the company posting the job.
Hellmann tells a story that illustrates the importance of
having a direct contact. A client of his recently responded to an
online job listing for a lawyer with international tax expertise. The
client followed Hellmanns guidance about including a keywordfilled rsum and bulleted cover letter. He did get a response, a
form letter rejection. But then he did some research, figured out
who the hiring manager was and contacted him directly with
another cover letter and rsum. He followed up with a phone call
three days later, and now hes one of the top two candidates for the
job.
The bottom line, as Ive written before: Spend a minimum of
your time applying to online listings. Despite the explosion of
online job boards and websites promising a quicker path to
employment, most people still find jobs through people they know.
Speaking of precise bullets, heres a recap of how to get a response
to an online job application.
1. Prioritize listings that match your skill set directly
2. Fill out forms quickly, leaving selected questions
unanswered.
3. When asked for your salary, write $1, $10, or $100,
so you fill in the blank but dont scotch a compensation negotiation
in advance.
4. On other queries, like a request for references, or your
current position, especially if youre unemployed, write to be
discussed.
5. Do tailor your rsum to the listing; make sure it includes
keywords.
6. Write a concise cover letter that specifically addresses the
jobs requirements.
7. Most important: Search your virtual and face-to-face
network for a connection to the job you want.
(forbes.com)
35
4.4. NDRUMAR PENTRU

AUTOVERIFICARE
From:
Grace Jones <gjones@netlives.com>
To:
Michele Peters <mpeters@londonmail.com>
Subject:
NetLives Administrative Assistant Position
Date:
Thu, Mar 2, 2012 10:51:18
We received your application for the position of administrative assistant on March 1.

At this time, we are reviewing the resumes. We will contact all applicants that we would like to
interview by March 10.
We appreciate your interest in NetLives.
From:
Grace Chen <gjones@netlives.com>
To:
'Michele Peters' <mpeters@londonmail.com>
Subject:
Date:
Tue, Mar 7, 2012 11:51:18
After reviewing your resume, we are pleased to invite you for an interview for the position of
administrative assistant.
Your interview is scheduled for Monday, March 13th at 10:00 A.M. Please come to the Human
Resource Department of our main office. If that is not convenient, please contact me immediately to
reschedule.
We look forward to meeting you at NetLives.

36
From:
Grace Chen <gchen@netlives.com>
To:
'Bob Hopkins' <bob.hopkins@dol.com>
Subject:
Date:
Tue, Mar 7, 20- 12:26:35
Thank you for sending us your resume for the position of administrative assistant.
Unfortunately, your qualifications do not match our needs at this time. We will keep your
resume on file. If a position that matches your qualifications becomes available in the future, we will
contact you.
We wish you every success in your career.
Acknowledgment Letter
Part
Content
Opening
Tell you received the application.
Action
Explain the process.
Closing
Thank the applicant for her interest.
37

Interview Letter
Part
Content
Opening
Invite the applicant for an interview.
Action
Explain what will happen.
Closing
Be enthusiastic.
Rejection Letter
Part
Content
Opening Tell you received the application.

Action
Unfortunately, your qualifications
Closing Be polite and positive.
Oxford, 2003
York, 2002
38
UNITATEA DE NVARE 5
5.1. INTRODUCERE
5.3. KEY PHRASES IN LETTER WRITING
5.1. INTRODUCERE
Cunoasterea expresiilor utile

redactarii scrisorilor

NVARE
Studierea expresiilor utile

redactarii scrisorilor

NVARE
Previous contact
With reference to your email sent (date), ...
Reason for email

We are writing to inform you that ...
Good news
You will be pleased to hear that ...
We are able to confirm that ...
Bad news/Apologising
I apologise for...
We regret to inform you that ...
Requests
I'd be grateful if you could ...
I would appreciate it if you could ...
Offering help
Would you like me to ... ?
40
If you wish, I would be happy to ...
Promising action
I will contact you again.
Attachments
Please find attached ...
Final comments
Thank you for your help.
Do not hesitate to contact us again
if you need any further information.
Closing
We are looking forward to ...
Yours / Yours sincerely
(Email English)
5.4. NDRUMAR PENTRU

AUTOVERIFICARE
WRITING BUSINESS LETTERS

Useful phrases
Salutation
41
Dear Mr Brown
Dear Ms White
Dear Sir
Dear Sirs
Dear Madam
Dear Sir or Madam
Gentlemen
Salutation
Dear Mr Brown
Dear Ms White
Dear Sir
Dear Sirs
Dear Madam
Dear Sir or Madam
Gentlemen
Starting
We are writing to inform you that ...

to confirm ...
to request ...
to enquire about ...
I am contacting you for the following reason.
I recently read/heard about . . . and would like to know . . .
Having seen your advertisement in ... , I would like to ...
I would be interested in (obtaining/receiving) ...
I received your address from ...
I am writing to tell you about ...
and would like to ...
Referring to
previous contact
Thank you for your letter of March 15 ...
Thank you for contacting us.
In reply to your request ...
Thank you for your letter regarding ...
With reference to our telephone conversation yesterday ...
42
Further to our meeting last week ...
It was a pleasure meeting you in London last month.
I enjoyed having lunch with you last week in Tokyo.
I would just like to confirm the main points we discussed on Tuesday . . .
Making a request
We would appreciate it if you would ...
I would be grateful if you could...
Could you please send me . . .
Could you possibly tell us/let us have...
In addition, I would like to receive ...
It would be helpful if you could send us ...
I am interested in (obtaining/receiving...)
I would appreciate your immediate attention to this matter.
Please let me know what action you propose to take.
Offering help
We would be happy to ...
Would you like us to ...
We are quite willing to ...
Our company would be pleased to ...
Giving good news
We are pleased to announce that ...
I am delighted to inform you that ...
You will be pleased to learn that ...
Giving bad news
We regret to inform you that ...
I'm afraid it would not be possible to ...
Unfortunately we cannot/we are unable to ...
After careful consideration we have decided (not) to ...
Complaining
I am writing to express my dissatisfaction with ...
I am writing to complain about ...
Please note that the goods we ordered on (date) have not yet arrived.
43
We regret to inform you that our order n--- is now considerably overdue.
I would like to query the transport charges which seem unusually high.
Apologizing
We are sorry for the delay in replying ...
I regret any inconvenience caused
I would like to apologize for (the delay/the inconvenience) ...
Once again, I apologise for any inconvenience.
Orders
Thank you for your quotation of ...
We are pleased to place an order with your company for ...
We would like to cancel our order n...
Please confirm receipt of our order.
I am pleased to acknowledge receipt of your order n...
Your order will be processed as quickly as possible.
It will take about (three) weeks to process your order.
We can guarantee delivery before ...
Unfortunately these articles are no longer available/are out of stock.
Prices
Please send us your price list.
You will find enclosed our most recent catalogue and price list.
Please note that our prices are subject to change without notice.
We have pleasure in enclosing a detailed quotation.
We can make you a firm offer of ...
Our terms of payment are as follows :
Referring to payment
Our records show that we have not yet received payment of ...
According to our records ...
Please send payment as soon as possible.
You will receive a credit note for the sum of ...
Enclosing documents
I am enclosing ...
Please find enclosed ...
You will find enclosed ...
44
Closing remarks
If we can be of any further assistance, please let us know
If I can help in any way, please do not hesitate to contact me
If you require more information ...
For further details ...
Thank you for taking this into consideration
Thank you for your help.
We hope you are happy with this arrangement.
We hope you can settle this matter to our satisfaction.
Referring to future
business
We look forward to a successful working relationship in the future
We would be (very) pleased to do business with your company.
I would be happy to have an opportunity to work with your firm.
Referring to future
contact
I look forward to seeing you next week
Looking forward to hearing from you
"
"
to receiving your comments
I look forward to meeting you on the 15th
I would appreciate a reply at your earliest convenience.
An early reply would be appreciated.
Ending business letters
Sincerely,
Yours sincerely, } (for all customers/clients)
Sincerely yours, }
Regards,
(for those you already know and/or

with whom you already have a working relationship.)
45
11 Key Words/Phrases To Use In Your Cover Letter
1) I am writing to you in response to your advertisement in the Washington Post, dated May
13th, 2008.
2) As you can see from my enclosed resume, my experience and accomplishments match this
positions requirements.
3) I would like to point out......(add text that is most relevant to the position.)
4) During my 5 yrs. with Amsted and Querns, I initiated extensive improvements that resulted in
garnering 30 more clients for the period ending....
5) I would appreciate the opportunity.... to meet with you to discuss my qualifications for your
position, OR,...to speak with you in person.
6) Please accept this letter as an expression of my interest in the position of...
7) A copy of my resume has been enclosed for your review.
8) I believe that my skill-set matches perfectly with your requirements.
9) I possess the right combination of nursing skills to be an asset to your organization.
10) I would welcome the opportunity to meet with you to discuss my potential contributions to
your company.
11) I look forward....to hearing back from you....OR.....to your reply.
Oxford, 2003
York, 2002
46
UNITATEA DE NVARE 6
6.1. INTRODUCERE
6.3. REQUESTING A SERVICE
6.1. INTRODUCERE
Redactarea unei scrisori de cerere a
unui serviciu

NVARE
Cunoastere regulilor de redactare
a unei scrisori
de cerere a unui serviciu

NVARE
January 28, 20
Jan Tomas
Arrowhead East Conference Center
412 Bellevue Lane Annapolis,

MD 21401
Dear Ms. Tomas:
In our telephone conversation yesterday, we discussed plans

to conduct our training seminar at your conference center. I would
like to confirm those plans.
The dates of the seminar are March 15th and 16th. The hours
are 1:00 p.m. to 6:00 p.m. on the 15th and 9:00 a.m. to 3:00 p.m.
on the 16th. Eighty people will be attending. We will need a total of
four rooms: one large room and three smaller break-out rooms.
As we discussed, we will need a microphone and speakers in

the large room as well as a computer projection system. In each
break-out room, we will need five tables, and a monitor and VCR.
On March 16th, we will have a catered lunch. I would

appreciate your faxing me the menu choices as soon as possible,
but no later than Friday, February 4th.
48
I would also appreciate receiving the projected costs for our

two-day meeting. You do not need to include the lunch catering
costs at this time. Could you fax or e-mail me your cost projections
by January 31 st? I will give you final confirmation of our
reservation by close-of-business on the 31st.
I want to thank you for your help in planning our seminar. I

look forward to meeting you next week when I come to look over
your facilities.
Best wishes,
JM
John Marks
Special Projects Officer CM/ls
6.4. NDRUMAR PENTRU

AUTOVERIFICARE
Opening Tell why you are writing.
Focus
Give details about your request.
Action
Give a time frame.
49
How to write a request letter:
Be particularly courteous and tactful when writing this letter, as requests are generally an
imposition on another's time and/or resources or talents. Put the reader at ease, and help her or
him feel that responding will not be burdensome.
Be brief.
Be confident and persuasive. Be assertive but not overbearing.
Don't hem and haw around the issuebe straightforward, and include as much detail as
necessary to clearly convey your request.
Don't be manipulative.
Avoid the temptation to apologize for your request. Strive to make the person feel
complimented that you would ask the favor of him or her.
Make only reasonable requests.
Express your willingness to reciprocate the kindness or favor.
Invite the person to contact you if he or she has any questions or concerns, and thank him or
her for taking the time to consider your request.
Make it easy for the person to respondtell him or her exactly what can be done to
accommodate your request, and do everything within your power so that the request can be
granted (e.g., if you are asking for a letter of recommendation, include your rsum or a list of
accomplishments and a stamped, addressed envelope).
Oxford, 2003
York, 2002
50
UNITATEA DE NVARE 7
OPENING AND CLOSING
7.1. INTRODUCERE
7.3. OPENING AND CLOSING
7.1. INTRODUCERE
Redactare unei scrisori inceput si final

NVARE
Cunoastere redactarii unei

scrisori
inceput si final


NVARE
Dateline
Every letter should have a dateline. The date appears on a

single line two to eight lines below the letterhead or the top margin
of the page. With the exception of the simplified-letter format, three
lines down from the letterhead is the usual space allotted in most
letter formats. Because a letter should be well framed on a page, the
placement of the dateline is flexible.
The date typed on a letter should be the date on which the
letter was dictated, no matter when it is to be typed or mailed,
unless, of course, the letter is a standard form letter sent out time
and time again. The months of the year should always be spelled
out, and the day should always be indicated by a cardinal number
(e.g., 1, 2, 3), never using nd, th, or st after the number as
you would with ordinal numbers.
The order of the dateline is month, day followed by a comma,
and year.
May 5, 20X4
Sometimes government and foreign correspondence will feature a
reversal in the order of day and month, omitting the comma. 5 May
20X4
The most standard order, however, for the elements in the dateline
is month, day followed by a comma, and year.
The placement of the dateline varies depending upon the
letter format used. In the full-block format, the dateline is typed
flush with the left margin, or sometimes centered, if centering the
date blends well with the letterhead. In the simplified-letter format,
the dateline is typed flush with the left margin, six lines below the
letterhead.
The dateline in the block, semiblock, official-style, and
hanging-indented (see Sample Letter 4.6) formats is usually flush
52
OPENING AND CLOSING
with the right margin. The last figure of the year should never
overrun the right margin. However, in these formats the date can
also be either centered under the letterhead, if this adds to the
balanced look of the letter, or five spaces to the right ofthe center of
the page.adds to the balanced look of the letter, or five spaces to the
right of the center of the page.
Inside Address
The inside address must be included in all letters. With the
exception of the official-style format, the inside address is typed
two to twelve lines beneath the dateline (or reference line or
confidential note, should there be such notations). The placement of
the inside address is flexible, depending upon the length of the
letter, but four lines is the most common.
In the simplified-letter format, the inside address is typed four
lines below the dateline or the last previous notation. In the officialstyle letter, the inside address is typed two to five lines below the
last line of the signature block.
The inside address is always typed flush with the left margin
of the letter. It should be no longer than five lines. No line should
cross over the center margin of the page. If a line is too long, it
should be broken in half and continued on the next line, indented
two spaces.
The inside address of a letter addressed to an individual
should include that individuals courtesy title and full name,
professional title, company name, and full address. If a womans
courtesy title is unknown, Ms. should be used.
If the courtesy title Mrs. is used in a business letter, a
womans first name, not her husbands, should be used.
If a persons name and professional title are short enough,
they can be separated by a comma and placed together on the first
line of the inside address.
Mr. Robert Miles, Treasurer
If the professional title and company name are short enough,
the title and the company name (separated by a comma) can be
placed together on the second line of the inside address.
Ms. Rebecca Gray
Editor, The Tower
When a company is being addressed, the inside address
should include the name of the company, the individual department
53

desired, and the full address of the company.
Pauly Industries, Inc.
Distribution Department
79 Grand Forks Drive
Winnipeg, Virginia 23444
You should always use the companys official name in the
inside address, including any ampersands, abbreviations, or other
items the company uses in its name when it is printed.
When the address is too long, the persons title is sometimes
omitted. If you are addressing two or more people, you can either
list the names alphabetically on separate lines or use the
designation Messrs. (Messieurs)
for all men or Mses. for all women. When using Messrs.
or Mses., you omit the addressees first names.
Mses. Cole, Kenney, and Long
or
Ms. Bethany Cole
Ms. Jane Kenney
Ms. Marie Long
Sometimes a company uses both a street address and a post
office box in its letterhead. If such is the case, use the post office
box number in the inside address of your letter and on the envelope.
This will ensure that the post office sends your letter to the proper
place.
The names of numbered streets should be spelled out for
streets numbered one through twelve. Arabic numerals should be
used for streets numbered 13 and above.
Ms. Nancy Simons
Production Supervisor
Bethany Bagel Company
25 Francis Avenue
Boston, Massachusetts 02222
54
OPENING AND CLOSING
7.4. NDRUMAR PENTRU

AUTOVERIFICARE
Salutation
The salutation appears in all letters but those using the simplified-letter format. It is usually
typed two to four lines below the inside address or the attention note (if there is one). Two spaces is
most typical. In the official-style format, the salutation is typed four to six lines
below the dateline, since the inside address appears at the bottom of the letter in this format. The
word Dear before the persons courtesy title and name is standard. The phrase My Dear is no
longer in style. The D in the word Dear should be capitalized. The word should be typed flush
with the left margin. If the letter is informal, you address the person by his or her first name in the
salutation.
Courtesy titles such as Ms. and Mr. should be used where appropriate. Professional or academic
titles (e.g., Dr.) take precedence over courtesy titles for both men and women. A comma before the
abbreviations Jr. and Sr. depends upon the preference of the individual being addressed.
The most conventional ways of addressing a group consisting of males and females are:
Ladies and Gentlemen: or you can simply use the title of the person youre addressing. For
example:
Dear Editorial Director:
Dear Sales Manager:
Dear Customer Service Representative:
The simplified-letter format contains no salutation. As a result, this format can be used if the
letter writer wishes to avoid the problems of sexist language that sometimes exist in choosing the
appropriate salutation for a letter.
55

Complimentary Close
The complimentary close must be included in all but the simplified-letter format. It is typed two
lines below the last line of the body of the letter.
In the full-block format, the complimentary close should be flush with the left margin. In the
block, semiblock, official-style, and hangingindented formats, the complimentary close should start at
the center of the page, directly under the dateline, about five spaces to the right of center, or at a point
that would put the end of the longest line at the right margin.
However, note that it should never cross over the right margin. The simplified letter has no
complimentary close.
The first letter of the first word of the complimentary close should be capitalized. The entire
complimentary close should be followed by a comma.
The choice of the proper complimentary close depends upon the degree of formality of your
letter.
Among the complimentary closes to choose from are:
Yours sincerely,
Very sincerely yours,
Sincerely yours,
Sincerely,
Cordially,
Most sincerely,
Most cordially,
Cordially yours,
A friendly or informal letter to a person with whom you are on a firstname basis can end with a
complimentary close such as:
As ever,
Best regards,
Kindest regards,
Best wishes,
Regards,
56
OPENING AND CLOSING
Oxford, 2003
York, 2002
57
UNITATEA DE NVARE 8
8.1. INTRODUCERE
8.3. CONFIRMING A SERVICE
8.1. INTRODUCERE
Redactarea unei scrisori
de confirmare a unui serviciu

NVARE
Cunoastere regulilor de
confirmare a unui serviciu

NVARE
February 4,2012
Mr. Curt Marks

Special Projects Officer CellFirst,
Inc. 10 Harbor Place Baltimore,
Maryland 21220
Dear Mr. Marks:
Thank you for your January 28 letter expressing interest in

Arrowhead East Conference Center. This letter will confirm our
subsequent telephone call discussing plans for your meeting.
We understand your company would like to reserve our
conference facilities March 15 and 16. Eighty people will attend
your meeting. You will need a total of four rooms: one large room
and three smaller break-out rooms.
As you requested, we will provide a microphone and speakers
in the large room, as well as a computer projection system. We
understand that you are bringing your own computer. We need to
know the computer's model and operating system. Please provide
us this information four weeks before the start of the conference.
In each break-out room, we will provide five tables and a

monitor and VCR. Please let us know whether you want 6'
rectangular tables or 4' round tables. This request can be submitted
59

one week before the conference.
On March 16, we will provide a buffet lunch. The menu
choices were faxed to you last Friday. Please tell us your menu
selections one week before the conference.
As you requested, I faxed the projected costs last week. After
you decide on the required equipment and the type of lunch, we can
finalize the cost estimate.
I appreciate having the opportunity to plan your meeting. We

look forward to showing you our facility when you visit this week.
Sincerely,
JT
Jan Turner
Meeting Planner JT/ss
8.4. NDRUMAR PENTRU

AUTOVERIFICARE
Opening Tell why you are writing

Focus Restate the client's needs completely.
Action Discuss problems, if any.
60
Sample 1:
I just wanted to send you a brief note to tell you that I truly enjoyed speaking with you and look
forward to advising you in the area of insurance and fringe benefit planning. Tracey Hunt speaks very
highly of you. Ive enclosed a proposal and application for John Jay Insurance Company for the
following disability insurance coverage:
$2,900 per month benefit
60-day waiting period
Payable to age 65
Coverage in your own occupation
Cost of living adjustment, which keeps pace with inflation
Future insurance option
I feel extremely comfortable with John Jays proposal and recommend that we apply for it.
Please sign where indicated (two times) on the enclosed application and mail it back to me in the
envelope provided with a check
payable to John Jay Insurance Company for $733.25.
Thanks in advance for the business. I hope to meet with you in person soon.
Cordially,
Sample 2:
Nancy, I am delighted to acknowledge a reservation for the Armitage/Catton wedding from 1 to

5 P.M. on Saturday, January 18, 20X6, in the Great London room of the Hopscotch Hotel. We will set
the room for a reception, luncheon,
and dance and understand that you expect 75 guests.
The rental for the room is $800, reduced by $100 for each $1,000 you spend on food and
beverages.
61

I have enclosed a copy of this letter that, when signed and returned to my office, will confirm
your reservation. We also require that a deposit of $800 accompany your confirming copy and that it
be returned within 14 days.
Full payment of your estimated bill, based on the guaranteed figure, will be required the day of
the function. All payments should be made to our banquet manager prior to the start of the function in
cash, certified check, or by credit card. Kindly make your check payable to The Hopscotch Hotel, Inc.
I have also enclosed our menus for your perusal and would appreciate hearing from you within
three weeks about your menu selection.
We look forward to the opportunity to serve you. I can assure you that we will do our utmost to
make this event a success.
Oxford, 2003
York, 2002
62
UNITATEA DE NVARE 9
GIVING NEWS
9.1. INTRODUCERE
9.3. GIVING NEWS
9.1. INTRODUCERE
de oferire a unor
mesaje importante

NVARE
Dobndirea cunotinelor
necesare redactrii unei scrisori de oferire a unor
mesaje importante
Pentru unitatea de nvare , timpul alocat este de 2 ore.

NVARE
How to Write a Bad News Business Letter
When writing the letter, your objectives should focus on:

1. Minimizing damage to the relationship: Bad , news
should not define the relationship.
2. Showing that the decision is fair and reasonable:
Imagine yourself in the readers shoes, and try to offer the
best explanation possible.
3. Stating the bad news clearly and firmly:
Opening should have a buffer to minimize any damage to

the relationship. Use a positive or neutral opening to
maintain goodwill.
Body should include reasons to help the reader see it from

your point of view. You want to show that you are being
both fair and reasonable. Be clear and firm about the bad
news, but also be brief, positive, and low key about it.
Closing should contain an appropriate gesture of goodwill,

and perhaps a potential solution for the readers problem.
When writing your bad news business letter, use the

Cheeseburger Structure:
64
GIVING NEWS
(stacienaczelnik.hubpages.com)
9.4. NDRUMAR PENTRU

AUTOVERIFICARE
Bad News Letter Example #1

Dear Bill,
Your invitation for me to act as chairperson for BCCJs upcoming Annual Auction Dinner is an
honor. I enjoyed serving in that role last year. Your members are an excellent group with great ideas,
and it was a privilege to work with them.
This year I am involved in developing a new department here at the clinic that is taking up all
my time. As much as I would enjoy working with BCCJ again, I am afraid that I wouldnt be able to
give the duties the attention the project deserves.
Perhaps I may suggest one of my colleagues who would have the time to do the job the way it
ought to be done. Give me a call if you are interested, and I will be happy to suggest some names for
you. We want the industry to be well represented.
I wish you and the committee great success in achieving this years goal.
The letter was straight forward and polite. The writer provided an excellent reason for the refusal
of the position, but also left the door open for a future relationship. As well, the writer provided a
possible solution at the end.
Bad News Business Letter Example #2
Dear Ms. Hodges,
Thank you for ordering our professional Chinese wok set. You will find that wok-cooked foods
are both delicious and quick to fix.
65

We have sent you an added bonus: 2 extra inches of cooking area, thanks to our suppliers
generosity. This 16-inch wok is more efficient than the advertised 14-inch wok. Now you can create
Chinese meals with a professional flair with this package that includes cooking racks, chopsticks, a
rice paddle, and a steel turner, in addition to a wok base and lid. To complete your collection, the
skewers and cookbook will arrive by April 22.
Remember that Figbys offers specialized items for all your cooking needs. Please stop by on
May 10 for a free demonstration on preparing Japanese sushi. You may also want to take advantage
of our special prices on Japanese cookware, which will only be available that week.
Sincerely,
Harry Figby
This bad news letter covers the fact that the wok Ms. Hodges ordered is not available by
upgrading it to a better, bigger wok. As well, it is so positive in tone that the reader might not realize
that the entire set she ordered hasnt arrived on time, as two pieces of it will arrive later. This bad news
letter did not focus at all on the negative, but delivered its message in a positive way. Harry Figby also
extended an opportunity for a future relationship by informing Ms. Hodges of upcoming sales and
events.
Indonesia Antique Reproduction Furniture

Highway Street, Central Java . Indonesia
telp: 62291 12345678
Mr English
Dictionary Street B 20
New Jersey
USA
Dear Mr English
Further to our telephone conversation this morning, we are delighted to advise you that we are
able to reduce the price of our indoor furniture by 5% . This is due to the recent fall of US dollar.
We look forward to receiving your order.
66
GIVING NEWS
Yours sincerely
Andrew
Marketing Manager
Indonesia Antique Reproduction Furniture

Highway Street, Central Java . Indonesia
telp: 62291 12345678
Mr English
Dictionary Street B 20
New Jersey
USA
Dear Mr English
Further to our telephone conversation this morning, we regret to inform you that we are unable
to reduce the price of our indoor furniture by 10% . This is due to the recent increase of raw materials.
With apologies.
Yours sincerely
Andrew
Marketing Manager
In the first letter, the writer wants to inform that he could accept his customer's request. In the second
example, the writer wants to inform his customer that he could not grant his customer's request. The
phrases below are commonly used to give good or bad news in business letters.
67

Oxford, 2003
York, 2002
68
UNITATEA DE NVARE 10
ORDERING SUPPLIES
10.1. INTRODUCERE
10.3. ORDERING SUPPLIES
10.1. INTRODUCERE
Redactarea unei scrisori prin
care sunt oferite produse unei firme

NVARE
Cunoaterea informaiilor necesare
redactrii unei scrisori prin
care sunt oferite produse unei firme

NVARE
To: Ms. Jackie Chen

Title: Export Manager
Company: Component Outsource Ltd.
Address: 50 Orchard Road
Singapore 238865
Telephone: (65) 735 58 09
Fax: (65) 735 58 1 1
Pages: Cover plus 1
Date: November 24, 2012
Dear Ms. Chen:
I am sending by fax Purchase Order 113512 for the following

chip sets and drives.
Chipsets
100,000 Intex 440 SX
50,000
AGB 5/x/233
50,000
Intex 600
70
ORDERING SUPPLIES
Drives
100,000 UltraATA/88
100,000
Ardo 6L
These components should arrive no later than the stock dates

noted in the purchase order. Delivery instructions are detailed in the
purchase order.
As you discussed in your November 23 telephone

conversation with M. Simpson, you offered to waive shipping costs
and to give a 10 percent discount. We appreciate the offer and, as
with previous orders, will pay upon receipt of an invoice and the
components. Invoicing instructions are detailed in the purchase
order.
If you have any questions concerning our order, please do not

hesitate to contact me.
Sincerely,
MW
Mark Wu
Purchasing Specialist
10.4. NDRUMAR PENTRU

AUTOVERIFICARE
Opening Tell what you are ordering.

Focus
Tell when you need the item. Tell how to deliver the item.
71

Action
Tell how you will pay for the item
Closing
Ask them to contact you if necessary.
A letter of ordering goods is a letter that is written by a customer to a business to acquire a

product. Usually, a customer would have seen the product in a catalogue or an advertisement and
would like to purchase it through the mail. In a letter of ordering goods, it is essential to include your
personal information, your shipping information, your payment information, and the actual product(s)
you would like to order. It is important to include a way for the business to contact you at the end of
the letter (usually a phone number) incase there is an issue with the order.
Sample letter of ordering goods

Turner Lampshades
1685 Riverside Drive
Blairsville, GA 30512
Dear Turner Lampshades,

My name is Barbara. I would like to order 13 oriental lampshades from your catalogue. Their
item number is #4564323534. They are listed at $10 each.
I have included a certified check for $130. That should cover the cost of the lampshades.
The address I would like these lampshades shipped to is:
Barbara D. Martin
3940 Lucky Duck Drive
Monroeville, PA 15146
Please use FedEx Express as your shipping method. They seem to be the most reliable delivery
courier for my area.
72
ORDERING SUPPLIES
If you have any questions or if any issues arise with my order, please do not hesitate to contact
me at 345-453-5322.
Thank You,
Barbara
Oxford, 2003
York, 2002
73
11.1. INTRODUCERE
11.3. INFORMATION, ACTION, HELP
11.1. INTRODUCERE
Reguli de redactare pentru

scrisori n care se ofer informaii,
se acioneaz sau se ofer ajutor

NVARE
Cunoaterea
regulilor
pentru
.redactarea scrisorilor n care se ofer informaii,
se acioneaz sau se ofer ajutor

NVARE
Letter Offering a Partnership
When you decide to make a partnership offer to someone

else, use a business letter both to convey your message clearly and
powerfully as well as to keep a legal record of your offer. Detailed
documents describing the proposed partnership may be included in
the package; but more than anything else a letter offering a
partnership must contain an explicit offer and should be formatted
as a formal business letter.
Content of a Letter Offering A Partnership
A letter offering a partnership is not usually sent out of the

blue. On the contrary, a partnership offer is usually extended only
after a working relationship has already been established or two
individuals or companies have both communicated and looked into
the advantages and disadvantages of such a relationship. This
means that the content of a letter offering a partnership can be kept
relatively short. There is no need to detail why such a relationship
would be advantageous to both sides, nor should the tone be similar
to that of a sales letter. Instead, a letter offering a partnership
should explicitly state partnership offer, detail any enclosed
materials and/or contain an invitation to meet to discuss and finalise
the partnership. The tone of such letters should be enthusiastic but
professional.
75
Format of a Letter Offering A Partnership
A letter offering a partnership is a formal business letter. The

format of such a letter must conform to accepted business letter
standards. The name, title and mailing address of both the writer
and recipient should be include. Formal salutations and closings
should be employed. The date must be clearly stated, and the
signature of the writer should be legible. If any other documents are
enclosed with the letter then these should be mentioned either in the
body of the letter or below the writer's signature. Block format, or
beginning each line flush with the left margin, and single spacing
are appropriate for letters offering a partnership. Such letters should
be printed on company letterhead and either posted or sent by
courier. Email delivery is not appropriate.
Example of a Letter Offering A Partnership
Ms. Ruth Gold

Owner
Ruth's Golden Bakery
Mailing Address
Ms. Elizabeth Singer

Owner
Cupcakes By Post
Mailing Address
Date
Dear Ms Singer,
It is with great delight that I write to offer you a formal
partnership between Ruth's Golden Bakery and Cupcakes By Post.
Our trial run of selling your cupcakes at the Bakery and the
Bakery's goods on your website has been a smashing success and I
am eager for our relationship to continue. As previously discussed,
a formal partnership could necessitate name changes to bring our
two businesses together as a unified organisation and I for one am
most excited to begin this journey.
Please find enclosed the legal documents pertaining to this
76
partnership offer. My solicitor's contact information is included in

this package and should you have any reason to request a meeting I
am amenable to any time or place you prefer.
I am looking forward to hearing from you soon regarding this
new venture and beginning what promises to be a very lucrative
relationship for us both. Please do not hesitate to get in touch
should you have any questions or concerns.
Yours sincerely,
----------------------Ruth Gold
Owner, Ruth's Golden Bakery
Enclosures (3)

AUTOVERIFICARE
How to write a request letter?

The actual process to write a request letter is simple:
1. If you take my advice, then you should thank the person for talking to or meeting with you.
2. Restate the request. Be polite.
3. Provide as much information as necessary.
If necessary, send a reminder letter at a future date.
Request Letter Questions
Command Sentences
What is another way to ask of someone to do a certain task or draw their attention to a matter
without using "Please be aware or advised"?
--------------------------------Answer:
To ask someone to do something, you might consider using one of the following phrases:
- Please consider
- I would appreciate it if you would
77

- I hope you can help with
- Can you do me a favor and (do whatever)
To draw someone's attention to something, you might consider using one of the following
phrases:
- Please note that
- We are pleased/happy to announce
- We regret to announce
I hope this helps.
Warmest Regards,
Dax Cheng
Request change of schedule
by Maria Rivas
(San Jose)
Victoria
manager,
Victoria, on April 01, 2009 I gave you a verbal request to change my alternate schedule because,
I have issue with my mother with taking her to doctor appointments that the care facility services
hospital cannot provide.
I have not gotten a respond and now its May 01, 2009 I would to have a feedback for my
request.
If you feel that you cannot approve this I would like to request to have my two furlough days on
May 05, & 12 and vacation on May 19 & 26 for the month of May 2009.
Thank you,
Maria
Answer:
Hi Maria,
The draft request letter you wrote is acceptable. I would add a thank you note at the start of the
letter thanking her for listening to you.
Regards,
Dax
Writing an email to previous boss

78
by Peter
(South Africa)
I want to send an email to my previous boss with regard to him finding me a job.
--------------------------------Answer:
Hi Peter,
As with a lot of questions I get, I would advice on talking to your previous boss personally. After
all, you are asking a favor.
This is a situation that is not appropriate to just send a letter or email.
After you talk to him/her, follow up with a thank you letter.
Regards,
Dax Cheng
Letter to customer to change the bank account information
by Saeed Taimur
(Houston)
I just want to write a letter, that i going to change my bank and I want to inform my customer
that please change my bank account information as we have new account.
--------------------------------Answer:
This is what you should say in your letter.
I would like to let you know that I have decided to switch to a different bank. As such, please
send future payments to the following:
[Insert bank details]
----------Regards,
Dax
Interested In Becoming a Distributor
79

by Victor Oluwaseyi Adeniran
(Nigeria)
Please how can you write a letter to a company that you're interested in purchasing some goods
in that company and marketing it in your own country?
Thanks.
--------------------------------Answer:
Hi Victor,
I believe what you are referring to is that you want to be a distributor for the company. If this is
true, send them a simple letter (do not use email as most will not take you seriously). Better yet, try to
meet them in person.
In the letter, state the following:
1: You would like to distribute their product.
2: Include the information about who you are, what kind of a distribution setup you have, and
anything that will make them interested in partnering with you.
3: Ask for their terms and conditions to be a distributor.
Good luck with your new business.
Regards,
Dax
Request for another two weeks extension leave

by Hana Seuao
(Brisbane)
Can you help me how to write a apology letter to my boss and request for another two weeks
extension leave.
--------------------------------Answer:
Hi Hana,
I would rather you call me if I was your boss.
However, if you have no choice but to send a letter, then you can say I am sorry but I have to
request for another 2 weeks of leave. Then state your reason.
The following is a sample:
I thank you for approving my previous request for unpaid leave. However, I am sorry but I have
to request an extension to the unpaid leave for another two weeks to allow me to attend to my mother
who is still in intensive care.
80
I appreciate your consideration.

Regards,
Dax
Employee Request for Leave Letter
by Prem
Hi,
I would like to say thanks first for this great service.
I wish to suggest you to add employee leave letter in different formats.
Thanks and Regards,
Prem.
--------------------------------Answer:
Hi Prem,
Thank you for passing along your appreciation. I try to answer as many questions or request as
possible and I am grateful people find it useful.
When you say employee leave letter, I assume you are requesting for a sample to request for
leave.
When you request for leave, it is a good idea to talk to your boss first. Then follow up with a
formal request. This way, you can discuss the reason for the request and any outstanding work that
you might have. Your boss is more likely to approve the request if he/she knows that they have
enough resources to cover the work.
As requested, the following is a simple leave application request.
I would like to apply for five days off work on 8th to 12th of March 2010.
As discussed, in my absence, my duties will be assigned to Bonnie and Clyde.
Thank you very much for you consideration.
Regards,
Dax
Write an application for maternity leave
81

by Sweety
(Dhaka, Bangladesh)
How to write an application of maternity leave for 3 months?
--------------------------------Answer:
Hi Sweety,
First of all, congratulations on your new baby. Every country has different laws on minimum
maternity leave period. I do not know the laws in Bangladesh but I would assume it is one month.
I have made the following assumptions in coming up with a sample for you:
1. By law, the minimum maternity leave period is 1 month.
2. You have 20 days of annual leave.
3. Taking the weekends into considerations, you will need to take 1 month unpaid leave to make
3 months.
The sample request letter below can be modified to fit your situation:
I am writing to request a three-month maternity leave. The expected due date for delivery is 25th
January 2010. I would like to commence maternity leave from 25th of December 2009.
I understand that the maternity leave available is only one month, so I am also requesting to take
my annual leave and unpaid leave. The schedule of each leave is as follows:
1: Annual Leave 25 Dec 2009 to 24 Jan 2010 (20 Days)
2: Maternity Leave 25 Jan to 25 Feb 2010 (1 month)
3: Unpaid Leave 26 Feb to 25 Mar 2010 (20 days)
I will complete as much of my assigned task before commencing my leave. (Note: You may also
consider giving a proposal for your work coverage and communications during the leave)
Thank you for your consideration.
Regards,
Dax
Inquiries to a company
by Ahmed
(Riyadh)
Inquirer if the company offering the course or shall I have to searcher for this out side.
82
--------------------------------Answer:
Hi Ahmed,
Be specific about what type of information you are seeking. Consider your needs before you
write. When contemplating the purchase of a product or service, detail precisely the criteria you will
consider before making a decision. The more specific you are in your requests, the more
knowledgeable you appear.
If your request is an urgent one, indicate that within your correspondence. Provide specific
details as to why your request is urgent.
When comparison shopping, make sure you ask the same questions of each company. This will
allow you to make an informed decision.
Request a written proposal or quotation. In response to your request letter, a company may take
the opportunity to sell you on their product. This is understandable, but your ultimate goal is to gather
information, not to be sold on the spot.
When asking for a proposal or quotation, include the information necessary for a company to
respond appropriately. For example, when inquiring about a training course, detail the type of training
in which you are interested.
Adopt a tone appropriate to your correspondence.
Here is a letter that inquires about a training course as requested:
Dear Mr. Catbert:
I am interested in taking up a course on The Meaning of Life. Please send me more information
about your course. A list of training, fees, and references would be appreciated.
Thank you for your time.
Sincerely,
Regards,
Dax Cheng
Request for information

I am writing to inquire about . . .
83
I am writing in reference to . . .
I read/heard . . . and would like to know . . .
Could you please send me . . .
at the address below/above

Thank you for your assistance.
I look forward to hearing from you.
Response to request
Thank you for your interest/inquiry
Enclosed is the information you requested.
You can learn more about this at . . .
If you have further questions,
If you require assistance, please contact:
If I can be of more help, please feel free to contact me at . . .
Sample Sentences: Requests
Could you please send me your most recent brochure?
Could you fax me the results of the market survey?
I would like to order ten copies of the book, Touchy Situations.
I would be very grateful if you could send me this information.
Please return the enclosed envelope with your payment.
Sample Sentences: Goodwill
Thank you for your hospitality.
I enjoyed having lunch with you last week while I was in New York.
Congratulations on your promotion to General Manager.
I want(ed) to congratulate you on your new position.
I was happy to hear that contract negotiations went well.
Sample Sentences: Introduction of Product/Service.
I am writing to tell you about . . .
84
(Our new product) is coming out next month.

This product/service is designed to (help you) . . .
Sample Sentences: Reference
I am writing in regard to . . .
I am writing in reference to . . .
Please refer to the enclosed invoice/brochure.
I hope you have had a chance to look over the materials we sent.
Sample Sentences: Confirmation
I am writing to confirm . . .
I would like to confirm what we discussed last Friday.
I would just like to confirm the main points we discussed . . .
Sample Sentences: Notification
I am writing to let you know that . . .
Please be aware/informed that . . .
I would like to inform you of a recent policy change.
I am happy to inform
you that . . .
Your request for funding has been approved.
Sample Sentences: Offering Assistance
We would be happy to . . .
If we can be of assistance, please don't hesitate to ask.
Sample Sentences: Collection
According to our records . . .
Our records show that . . .
Your monthly installment is past due.
Please send payment as soon as possible.
85

Oxford, 2003
York, 2002
86
CONFIRMING AN ORDER
12.1. INTRODUCERE
12.3. CONFIRMING AN ORDER
12.1. INTRODUCERE
care este confirmat o comand

NVARE

care este confirmat o comand

NVARE
Dear Mr.Wu:
We received your November 24 fax and Purchase Order

113512. We are pleased to supply the components you requested on
the dates specified, with the exception noted below.
As we discussed in our phone call this morning, the chip set

Intex 440SX is not in stock.
We will back order this item and will ship it on February 5.
If I can be of further assistance, please do not hesitate to call.

Your business is very important to us, and we look forward to
serving you in the future.
Sincerely yours,
John Wilson
Product Manager
88
CONFIRMING AN ORDER

AUTOVERIFICARE
Opening
Refer to the specific order and the date it was sent or arrived.
Focus
State the problem, if any.
Action
Tell what you plan to do.
Closing
Thank the reader.
When an order is placed with a service provider, whether its a local plumber or an online
retailer, a confirmation of the order is expected. Business letters including details of the order,
information on how the order will be fulfilled and what the customer can do if the order is not fulfilled
to his or her expectations is an efficient way to confirm orders. Customers who do not receive such
communications can even contact the service providers themselves to check on this information.
Details of the Order
Obviously any letter meant to confirm an order will need to include details of the order. Pertinent
information should be re-confirmed so both the service provider and customer can agree on these
facts. Order details should include:
Date the order was placed.
Items ordered, including descriptions and quantities.
Price of each item ordered.
Total price of order including taxes and charges.
Full name of the customer who placed the order.
Billing and delivery addresses, if needed.

89
Method of payment.
A date for the fulfilment of the order
A reference number should the order need to be discussed in the future.

Information on Fulfilling the Order
Once an orders details are confirmed in the opening of a letter, information on how the order
will be fulfilled should be provided. This may be as simple as stating that the order will be sent via
post and an email will be sent when it has been dispatched. It could be linked to an online system, such
as providing customers with a link or tracking number for real-time information on the status of an
order. If an order can not be fulfilled immediately, information on why this is the case and when
customers can expect fulfilment should be included instead.
Instructions for Substandard Orders
Unfortunately, some orders will not meet the expectations of customers. Confirmation letters
should close with instructions for how customers can deal with substandard orders, including:
Exchanging items
Returning items for a refund
Returning items for some sort of credit
Making a complaint about an order or item
Being removed from an organisations mailing list

Format of a Confirmation Letter
A letter confirming an order should be formatted formally as a business letter. This will require
the inclusion of the sender and recipients name and mailing address, the date of writing, formal
salutations and closings as well as a signature of the writer. Printing this type of letter on
organisational letterhead and delivery via post or email are most appropriate.
Sample of a Confirmation Letter From A Service Provider

Very Good Gadgets
Mailing Address
Date
Christopher Customer
Mailing Address
Dear Mr. Customer,
Thank you for placing an order for 27 Wacky Widgets from Very Good Gadgets. This order was
received on 11 May, 2010 and given the reference number ABC123.
90
CONFIRMING AN ORDER
The total cost of your order is 30.50 (27 Wacky Widgets at 1 each, plus 3.50 for postage and
packaging) and as you have elected to pay via cheque the order will be dispatched to you at the above
address once payment is received. You will receive an email upon dispatch of your order.
If you have any questions about your order, please contact Customer Services on [Telephone
Number] and quote your order reference number. Should you not be pleased with your Wacky
Widgets you may return them for a full refund within 6 months of delivery, or a credit any time after
that.
Thank you again for choosing Very Good Gadgets to fulfil your Wacky Widget needs!
Sincerely,
_______________
Gary Gadget
Customer Service Representative
Oxford, 2003
York, 2002
91
INTERNAL MESSAGES
13.1. INTRODUCERE
13.3. INTERNAL MESSAGES
13.1. INTRODUCERE
care sunt oferite
..companie
mesaje
interne

NVARE
care sunt oferite
.companie
mesaje
interne
INTERNAL MESSAGE

NVARE
Writing effective internal company memos is an acquired

skill (with some artistic component) that frequently distinguishes
the great manager inside a company. Indeed, senior executives
usually take notice of lower level managers who precisely
communicate issues to decision-makers in written form.
The key to effective internal memos is that they communicate
much in a small amount of space. A cardinal rule of great memo
writing is this: All important information must appear on the
first page.
This is perhaps why effective writers are noticed and valued
by top managers. Senior executives with preciously little time to
spend on any one of the hundreds of communications that pass by
them daily must grasp the "punch line" in a hurry. One top
manager told his staff that he wanted memos written so that he
could digest them in three minutes while riding the subway from
Midtown to lower Manhattan.
The following provides one way to organize an internal
memo. This format is particularly applicable towards a memo that
communicates the results of some project or investigation that has
been assigned to the writer.
A final up-top note. Multi-page memos need to be stapled.
Not clipped. Not folded near the top. Stapling ensures pages stay
together--plus it makes reports easier to stack.
MEMORANDUM
Almost all companies have a conventional heading that
signals an internal memo. "Memorandum" (or "Memo") usually
appears in bold letters either left- or center-justified at the top of the
93

page. Other important information that appears at the top of page
one includes:
Date:
Subject: (or Re:)
To:
From:
It should be noted that most word processors like Microsoft
Word provide some nice templates for memo layout should you be
looking for one.
If this is a memo designed to communicate the findings of
some project or investigation assigned to the author, then the
structure of the memo typically progresses as follows:
Introduction (or Background)
Two or three sentences that orient your reader about why
your are writing to him or her. Your boss may not remember why
he or she assigned you this project. In this section, refresh your
boss's memory. This should not be an editorial (for example, don't
include philosophy about how important this issue is to your
company--your readers already know that). Rather, the Introduction
should inform the reader about specific background info regarding
the project you are writing about (for example, who, what, when,
where, why). In most analytical memos, your tone should be
unemotional and objective.
Avoid putting your conclusions or key points in this section-those things go in the next section.
Key Points
This section may also be labeled "Recommendations",
"Highlights", "Summary", "Conclusions", or something else with a
similar summative tone.
This is where you place your key points for that busy
executive that only has three minutes on the subway.
Key points are usually best communicated by listing them as
single sentences or phrases (like we have done here). Avoid big
blocks of narrative text--most busy readers have difficulties
navigating large, wordy paragraphs.
Limit your key points to three or less.
In an analytical memo your three key points might consist of:
Major strengths or weaknesses that you'd like to highlight.

94
INTERNAL MESSAGE
Opportunities for improvement.
At least one recommendation for action.

Your key points must all fit on the first page.
Analysis
Data, Method, Assumptions. Before you engage in any

analysis you need to tell your reader some things:
Data. What data will you be using? How and where did
you obtain it?
Method. What methods will you be using to analyze your

data?
Assumptions. Are there some key assumptions that you

will be making during your analysis?
By informing your reader about these issues, they'll better

know what to expect as they read on...
Specific Analysis. This section may also be labeled
"Findings", "Details", "Results", or something else that signifies
that this is where you provide the details of your analysis. This is
for the reader that needs more specific information than the
summary info presented in the key points listed above. A useful
rule about the analysis section: It should be easy for the reader to
clearly link the portions of your Analysis section with each point
listed in the Key Points section above.
Positioning the Analysis Section. If there is room, begin
your analysis section on the bottom of page one. If your analysis is
fairly lengthy, consider using subheadings that divide your analysis
into logical pieces. Notice that we have done this here by using
bold-face phrases to signal the general content of each paragraph.
Use of Boldface for Headings and Subheadings. Just like
we are doing here, use boldface and different size fonts to highlight
section headings and subheadings. Today's word processing
software makes it easy for the writer to use different font sizes and
headings to guide the reader's eye through the report.
Paragraph Size. Avoid big blocks of narrative text. Large
paragraphs are impossible to read quickly. Better to break up your
thoughts into smaller size chunks. Augment them with boldfaced
subheadings--just like we are doing here.
Use of Data. Most analytical reports require the
incorporation of data in order to be convincing. Data provide a
sense of objectivity and encourage "managing by fact". Data are
95

usually expressed in either tables or graphs. They can be placed
inside the analysis section (increasingly popular as word processors
facilitate cut-and-paste) or at the end of the report as attachments.
In either case, all tables and graphs should have a title and
numerical reference (e.g., Table 2: Cost Data; Figure III: Sales
Projections), and your analysis should make specific reference to
each table or graph you have included in your report (e.g., "see
Table 2"). Attaching the raw data used in your analysis is usually a
good idea.
Limitations. What are the limitations of your analysis and
findings? For example, the data that you use may be incomplete or
suspect--you may need to note that to your reader. Indeed, a
"Limitations" or similar section may be a chance to impose your
superior grasp of the context that frames your project. Your reader
will appreciate this.
What Not to Include. Never incorporate data that is not
specifically referenced in your analysis. Do not end the memo with
your conclusions! They should be stated in list form on Page One.

AUTOVERIFICARE
Memos are an important form of written communication within companies. Memos are forms of
internal communication and are sent to other people within the same organization. If you wanted to
write to someone at a different company, you would use a letter instead. Remember, both format and
content are important when composing a memo, so pay attention to details.
It is especially important to understand how people read memos. Unlike books or magazines,
people dont start at the beginning of a memo and read through to the end. A reader skims headings
and subject lines then make decisions about what parts are important to him/her. Think of it this way:
a busy professional does not have time to read every word of every paper that comes in. He/she
decides what documents are important to read by looking at the subject line and headings. Therefore,
writers need to understand how to put together a document that will help a reader find the necessary
information as quickly as possible.
96
INTERNAL MESSAGE
Parts of a Memo
Headers
The first part of a memo is the header. The header gives information about the author, the
intended recipient, the subject, the date, and the names of other people who may see the memo (cc).
Many companies insert a smaller version of the letterhead at the top of the page.
Notice how the information in the heading is evenly aligned, making it easier to read. The
subject is simple and to the point. This is not the place for detail. Remember the reader; the heading
must showcase the important information. There is not a set order for the parts of the header; just
consider what is best for the reader. Also, most senders will initial the memo to verify its authenticity
and to take responsibility for the content. This is much like signing your name at the end of a letter.
If the memo is longer than one page, a different heading is needed for the additional pages.
Placed in the page header, it usually includes the name of the sender, the date and the page number.
Summaries
Long memos (those longer than one page) often have a short summary following the
introductory paragraph. The summary is an effective tool for helping the reader decide how much of
the memo to read. Summaries are especially useful if the memo contains complicated subject matter.
Keep the summary in proportion to the rest of the document; the summary for a two-page memo
would be considerably shorter than the summary for a twenty-page proposal.
Subject Headings
Headings break up the memo into separate sections and identify for the reader the content of the
memo. Without them, the memo would just be boring, difficult pages of text. Each time there is a new
subject, identify it with a new heading. Headings also help readers understand the information by
reinforcing the ideas in that section. Keep headings simple and use a font style that is different from
the rest of the text.
Style
When it comes to style, remember that you are not writing for an English class. You want to
communicate in a clear, precise fashion. Dont try to confuse your reader in an effort to sound
knowledgeable. Simplicity is key.
97

Oxford, 2003
York, 2002
98
14.1. INTRODUCERE
14.3. REQUESTING INFORMATION
14.1. INTRODUCERE
care sunt cerute informaii

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care sunt cerute informaii

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To:
Websales@click.net
From:
b_goraez@camara.com.pe
Subj:
XL-Lite digital camera
Date:
Fri, Mar 17, 20 02:23 PM
My colleagues and I read the announcement in the March 17

Boston Daily News about your new digital camera, the XL-Lite.
Our company is the largest seller of digital cameras in South

America. You can learn more about us at our Web site,
http://www.camara.com.pe.
We would like to consider selling the XL-Lite camera. Our
customers will like the features in the XL-Lite. The low-light
capability is one feature that sets this camera apart from the others.
We understand the cameras will be shipped this fall. I would

appreciate having your sales representative call me. I would like to
discuss the price and vendor discount, promotional materials
provided, and other issues.
Thank you for your attention. I look forward to hearing from

you at your earliest convenience.
100
Bea Gomez
New Products Department
Camara.com.pe

AUTOVERIFICARE
Opening
Tell why you are writing.
Focus
Tell who you are.
Action
Tell what you need to know.
Closing
Thank them for their assistance.
Dreamtime Movies Universal Ltd

54 Oxford Road, Skagnes SK3 4RG
Tel: 0223 123 4567 Fax: 0223 765 4321
Email: info@dreamtimemovies.com.uk
Date
Lingua Services Galactic Ltd

69 Milk Street
LONDON SW7 6AW
101

Dear Sirs
Translation Brochure
I should be grateful if you would send us your brochure and price list about your translation
services.
We are currently developing our sales literature and web sites and are interested in translating
these into five languages apart from English.
Yours faithfully
Andrea Philips
Andrea Philips
Marketing Manager
Oxford, 2003
York, 2002
102
15.1. INTRODUCERE
15.3. PROVIDING INFORMATION
15.1. INTRODUCERE
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FAX
To:
From:
Subject:
Date:
Pages:
Message:
Dear Ms. Gomez:
Thank you for your e-mail of March 18 expressing interest in

Click Camera's new digital camera, the XL-Lite.
The camera will be available this October, and the cost will
be approximately three hundred and fifty dollars ($350.00).
I will be forwarding next week a brochure on the camera. Jim

Markham, one of our sales representatives, will be in touch with
you on Friday, March 23, to discuss the promotional services and
discounts we offer our distributors.
104
I am also forwarding information on our new video camera,
the Digicam. Mr. Markham will provide more information on this
product when you speak with him.
If there is anything else I can help you with, please do not

hesitate to contact me. Your business means a great deal to Click
Camera, and we appreciate the opportunity to provide you with
quality cameras.
Again, thank you for your inquiry.
Sincerely yours,
Mjchae1 Salgado
Michael Salgado

AUTOVERIFICARE
Opening Acknowledge the initial correspondence.

Focus Provide the information requested.
Action Provide additional information.
Closing Offer additional help and thank them for their inquiry.
105
Business to business letter giving estimate of costs

This letter is one of the basic forms of correspondence for most businesses, and a good format
will make it more readable and easier to compose.
The most important thing about any estimate is that it addresses all information requested by the
client.
Basic estimates:
The estimate consists of
Itemized prices for goods and / or services.
Discounts were applicable.
Warranties where applicable.
A time frame for delivery.
Additional materials in relation to your estimate

Competitive estimates
The basic estimates will be the same, but the Additional materials part can be very different.
Some businesses will provide a lot of additional materials as a sales pitch.
It's not a bad idea, either, because your client can see your work first hand.
Below is an example of a software company's estimate to a major retail client. Note the use of
headings as itemization. As you can see, they haven't left much to chance, in terms of providing
additional information and materials.
Example
Addressee
Estimate for new Red Rose software packages
I'm pleased to give our estimate of costs for our new Red Rose software packages as requested.
We've included some information regarding our support packages and online materials, so you can
see the full Red Rose suite of software.
106
Unit costs (per 100 units, minimum order quantity):
Red Rose Graphic Master $100
Red Rose High Definition Media $120
Red Rose Sound Studio $110
Red Rose Animator $140
Red Rose Media File Converter $ 75
Red Rose Database $110
Red Rose Gold package $450
(Note: The Red Rose Gold package is all the other packages combined.)
Discounts:
Per 200 units: 5%
Per 500 units: 10%
Per 1000 units: 20%
Warranties
Unlimited unconditional refunds / replacement on any defective packages.
Support information
Free customer service support for all our trade clients
Online and phone technical support for all users
Upgrades free to users with all Red Rose software
Additional materials enclosed / attached for your consideration:
5 Red Rose Gold packages for evaluation
Copies of industry reviews of the Red Rose software
Industry sales figures showing Red Rose market share
Our Red Rose packages have been achieving high sales nationally, and we can honestly say that
we're having to work hard to keep up with demand.
We're happy to discuss any questions you may have about our products, and to provide any
additional information you need.
Signed
107
Oxford, 2003
York, 2002
108
ATTACHMENTS
16.1. INTRODUCERE
16.3. ATTACHMENTS
16.1. INTRODUCERE

care sunt oferite ataamente

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care sunt oferite ataamente

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How Do I Write a Business Letter With Enclosure?
A business letter is a written representation of the sender.

Professional business letters make a good impression, while poorly
crafted letters indicate that the sender is unprofessional and often
call into question whether the sender is a viable business associate.
Business letters often require enclosures, which are additional
pages that are not part of the letter but are attached to it, usually
because the information they contain is referred to in the body of
the letter. Business letters use formal language and block format
with no indents. Include sections for the heading, salutation, body,
signature line and a designation of the number of enclosures at the
bottom.
Step 1
Type the heading just beneath the letterhead logo. The
heading consists of the date, name and address of the sender, and a
reference if desired. Space down two to three lines below the
lowest portion of the letterhead, and at the left margin type the
current day's date, spelled out rather than abbreviated. Press
return twice to skip a line, then write out the first and last name
of the sender with company title. On the next line, write out the
name of the company even though the letter is drafted on
letterhead. Press return and use the next few lines to write out the
company address of the location where the sender typically works.
Step 2
A reference indicates what the letter is about and is helpful to
the reader when the letter is discussing something documented,
110
ATTACHMENTS
such as an account with a designated number. If a reference is
desired, press return three times to skip two lines and type Re.:
which is the abbreviation for regarding, followed by a period and
a colon. Press the space bar twice to skip a space and type an
account number or any other number the letter is in reference to. It
is also permissible to use an incomplete sentence to indicate what
the letter refers to, such as Telephone conversation of August 1,
2010.
Step 3
Enter the salutation two lines down from the reference line,
taking care to address the reader formally, such as Dear Mr.
Clayton or Dear Ms. Jones.
Step 4
Refer to the letter's enclosures and/or the information
referenced in the reference line at the beginning of the letter's body
to get straight to the point of the communication. For example:
Please find enclosed copies of the June and July 2010 account
statements for the above-referenced account, or Please find
enclosed copies of the June and July 2010 account statements for
account number 1234 as previously discussed in the abovereferenced conversation."
Step 5
Draft the rest of the letter's body by telling the reader why the
enclosures are attached and what the reader is supposed to do with
them. Usually the sender is sending the enclosures because they
were requested or because the sender needs the reader to use them
to solve a problem. Either way, explain to the reader what he is
supposed to do with the enclosures. Short-letter bodies are one
paragraph. If two or more separate thoughts are included in the
body, break each thought into its own paragraph with a line
between each.
Step 6
Skip one line and type Sincerely followed by a comma, or
some other professional indication that the sender is bringing the
letter to a close. Space down at least four lines and type the sender's
full name. Sign the letter in ink between the sincerely and the
typed name.
Step 7
Type Enclosure two lines down from Sincerely, for one
attachment, or Enclosures (2) for two enclosures. If there are
more than two enclosures, type the appropriate number in the
parenthesis.
111

(smallbusiness.chron.com)

AUTOVERIFICARE
1 Please .3./.C.. my report. Hope it's useful.

A find attachment C find attached
B find enclosed D see attached
2 Here is my report. If there are any problems, me know.
A please let C please to let
B make D just let
3 This report has just arrived. I'm it to you. Hope it's not too late.
A moving C replying
B forwarding
D sending
4 I'm sending various forms for you to complete. Please special attention to AF200.
A give C make
B pay D take
5 Please complete the attached forms, and return them to me
3 June.
A by C before
B until
D to
6 As agreed, I'm sending the pre-meeting notes. Let me know if there's anything else we can do
before we meet.
A from our part C on our side
B from this end D on this way
7 I'm attaching the Business Plan Review. Please that several alterations in dates have been
made.
A look C note
B appoint
D be aware
8 Please find attached my report. if there are any problems with deadlines etc.
112
ATTACHMENTS
A Get back with me C Get back to me
B Get in touch
D Make a touch
9 Please find attached my report.
A Let me know what you think. C Let me have what you think.
B Let me have any comments. D Make me have any comments.
10 Here is the itinerary for Sri Lanka. Please that I have included everything you want in it.
A check C control
B agree D confirm
There is one mistake in each of these sentences. Correct it.
1 Here's the report - hope you like^

2 Attached are the two questionnaires - please return them me by 24 September.
3 I sending the report as an attachment.
4 I'm sorry you couldn't open the document - I have attach it again.
5 Hope you'll be capable to open the document this time!
6 Please check the attached document careful and let me know if you have any questions.
7 I be grateful if you could complete the attached form and return it asap.
8 Sorry, I forgot send the attachment!
9 I attach my report like promised.
10 Here's a copy of Leslie's report - what you think?

11 Thanks for sending me the report - I let you know what I think.
113

12 I'm returning your original document with my comments inserted with red.
Oxford, 2003
York, 2002
114
17.1. INTRODUCERE
17.3. WRITING ADJUSTMENT LETTERS
17.1. INTRODUCERE

care sunt oferite explicaii
..ajungerea la o nelegere
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cere

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care sunt oferite explicaii
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Ms. Holly Park

Wils & Company, Ltd.
51 Wimbleton Road Toronto,
Ontario M4D 2V8 Canada
Dear Ms. Park:
We have received your letter of May 7 about the shipment of

the wrong manuals.
We apologize for the error and will correct it to your

satisfaction.
Two manualsTM-0053-3 and TM-0056-7have been sent

to your attention under separate cover. In this letter, I have enclosed
a discount coupon for ten percent off your next purchase. In
addition, a revised invoice is enclosed. We have also deducted the
cost of shipping and handling.
Again, we regret the error and apologize for any

inconvenience. We look forward to serving you in the future.
116

Sincerely yours,
RF
Rowanda Fisher
Customer Service Manager

AUTOVERIFICARE
Opening Acknowledge the mistake.

Focus Apologize for the error.
Action Give a solution.
Closing Apologize again to the reader.
Writing Guide: Adjustment Letters
An adjustment letter is a response to a written complaint. The objective is to inform the reader
that their complaint has been received. It is also a legal document recording what decisions were made
and what actions have or will be taken.
Keep in mind that your reader has been inconvenienced. This is a prime goodwill building
opportunity. Everybody makes mistakes and when a business owns up to one it goes along way to
renewing the customer's confidence in a continued business relationship.
The scope of your adjustment letter should reiterate the relevant facts of the claim. When the
customer is right, include a forthright admission to that effect and extend a sincere apology. When the
customer is not right, explain the reasons clearly and with every courtesy.
117

Counter any negativity that may be in the complaint letter with a positive approach. Be gracious and
emphasize the corrective steps being taken. Explanations for why the situation occurred are of less
importance than the solution.
In the first sample adjustment letter the writer makes no excuses for a mishandled shipment and
explains what has been done to restore the customer's trust and confidence. In the second sample
adjustment letter, the writer explains a customer's error and offers a discount to be used on a future
purchase.
Sample Adjustment Letter #1

__________Better Widget Makers, Inc.__________
5555 Widget Avenue
Silver City, CO 80456
February 20, 2004
Mr. Jim Dandy, Jr.
General Manager
Dandy Manufacturing, Inc.
2525 E. 34th Street
Greeley, CO 80631
Dear Mr. Dandy:

Please accept my apology for the incorrect shipment of Widgets and the delay in
reshipping the order. It was our mistake.
The 300 Deluxe Yellow Widgets (Ref. # XT111) that you originally ordered were
shipped out freight free today. You should receive them tomorrow via UPS overnight
Red Label delivery.
We value your business and trust that you will find this action satisfactory.
In addition, as there is no excuse for the delay and inconvenience, I have instructed our
accounting department to credit your account in the amount of $136.80. This reflects the
10% discount routinely applied to orders larger than $2,500.00.
118

Sincerely,
Frank Thompson
Oxford, 2003
York, 2002
119
18.1. INTRODUCERE
18.3. ARRANGING A MEETING - EMAILS
18.1. INTRODUCERE

care sunt stabilite ntlniri prin email

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care sunt stabilite ntlniri prin email
ARRANGING A MEETING - EMAILS

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Being able to make, change and cancel appointments is an

important skill in business English. Here are some expressions you
can use to do this concisely and clearly.
Asking for an appointment
(formal situations)
I would like to arrange an appointment to discuss.
Please would you indicate a suitable time and place to meet?
(neutral)
Would it be possible to meet on (date) at your / our offices to
discuss?
(informal)
Can we meet (up) to talk about?
Suggesting a time
(neutral)
Would Tuesday suit you?
Would you be available on Tuesday?
(informal)
What about?
Let's say
Agreeing to an appointment
(formal)
Thank you for your email. I would be available to discuss. on
(date) at (time and place)
(neutral / informal)
Tuesday sounds fine. Shall we say around (time) at (place)?
Saying a time is not convenient
(formal)
Unfortunately, I will be away on business during the week of July 6
11, so I will be unable to meet you then. However, if you were
121

available in the following week, I would be glad to arrange a
meeting with you.
I will be out of the office on Wednesday and Thursday, but I
will be available on Friday afternoon.
Cancelling an appointment
(formal)
Unfortunately, due to some unforeseen business, I will be unable to
keep our appointment for tomorrow afternoon.
Would it be possible to arrange another time later in the
week?
(neutral)
Im afraid that I have to cancel our meeting on Wednesday, as
something unexpected has come up.
Would you be free to meet early next week?
Apologising
I apologise for any inconvenience. (formal)
I'm sorry about cancelling. (informal)
Asking for confirmation
Please confirm if this date and time is suitable / convenient
for you. (neutral)
Can you let me know if this is OK for you? (informal)
Writing to someone you don't know
If you don't know the person, you'll need to give some
background information about yourself or your company.
I am and I would be interested to meet you to discuss
I would be grateful if you could indicate a convenient time to
meet during this week.

AUTOVERIFICARE
122
ARRANGING A MEETING - EMAILS

Writing a business letter to request a meeting with the general manager of a company or
organisation should be clear and concise. It is important to appear aware of what the general manager
does and of the company that he runs. Be friendly but not informal and avoid waffling. There are
many examples of business letters online. The example below can be found at
jobsearch.about.com/od/coverlettersamples/a/requestmeeting.h along with many other sample letters.
Your name and address should be written at the top of the letter and right-aligned. If you have headed
paper, use this instead. Include any contact details that you feel are appropriate. Write the general
managers name and address at the left of the page, before the start of the letter. The letter, in this case
to arrange a meeting with the general manager of New York Times, can then follow something like
this:
Dear Mr. Tally,

For the past 10+ years I have followed your career through news events, interviews and web
research. Your dedication to the Fourth Estate and your understanding of the important role journalists
play in today's fast-paced information highway, coupled with your belief in the power of the press is
exemplary. In addition, I know you were a student at Columbia with John Smith, my journalism
professor at Missouri State.
I have had the privilege of honing my journalistic abilities on three widely different publications.
When I left college, I immediately went to work for the typical small town newspaper and learned all
aspects of getting the paper to the people in a timely manner. I then moved to regional manager for a
media corporation composed of small to mid-size newspapers in the Midwest. In my current position,
I am Chief Correspondent for one of the largest newspapers in the southwest.
I would like an opportunity to visit with you to get your insight and suggestions on where my
skills and abilities would be of the greatest value to the journalist field, not only newspapers but other
mediums as well.
The week of March 15 - 19, I will be in New York City. I'd like to visit with you and get your
feedback on my writing ability, along with suggestions on where my skills would be of the greatest
value from your point of view. I do have a portfolio of my work that I will have with me.
I will call your office to set a convenient time. I do look forward to meeting you.
Sincerely,
Mark Smith
123
ARRANGING A MEETING
Dear Mr. Schneider,

We very much need to have a meeting. Would next Tuesday at 11 am at our company offices be
convenient for you? Please let me know as soon as you can.
Regards,
Claude Tessier.
POSTPONING A MEETING
Dear Mr McTavish,
I am afraid I am now unable to attend next Wednesday's meeting. Would it be possible to
postpone the meeting until the same time on Friday?
Very sorry for this inconvenience.
Regards,
Ralph O'Hara.
Oxford, 2003
York, 2002
124
19.1. INTRODUCERE
19.3. INVITATIONS AND DIRECTIONS - EMAILS
19.1. INTRODUCERE

care sunt oferite invitaii i ndrumri prin
..email

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care sunt oferite invitaii i ndrumri prin
..email

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Business Invitation Etiquette

Business invitations can be informal or formal. Although
invitations are usually sent through the mail, informal invitations
such as emails and phone invitations are becoming more
acceptable.
Invitation Timing
For most informal occasions, it's best to invite guests three to
four weeks in advance. If you choose to invite your guests by
phone, remind them again in writing two weeks before the
gathering. It gives you enough time to add and delete guests from
your list. It gives the guest enough time to decide whether to accept
or decline your invitation.
Here are some additional guidelines to follow:
Six to eight months before an important seminar to which

out-of-town executives are invited.
Four to six months before an important dinner to which

out-of-town guests are invited.
Three to five weeks before a luncheon.
Four weeks before an evening reception.
Two to four weeks before a breakfast for a large group.
Two to four weeks before a cocktail party.
Two to three weeks before a tea party.

Invitation Format
126
INVITATIONS AND DIRECTIONS - EMAILS
On the business invitation, you will find:

1. Company logo or symbol (at the top or bottom of the
invitation),
2. Names of the host,
3. Invitation phrase (any of the following, depending on your
company and the occasion),
o
"you are cordially invited to"
"requests the pleasure of your company at"
"requests your presence at"
"invites you to" or
"requests the honor of your presence."
4. Nature of the party,

o
State whether the event is for breakfast, luncheon, or

dinner, a cocktail party or some other occasion.
5. Purpose of the party,

o
Such as to introduce someone or a new product, to honor a

retiree, or to celebrate an occasion or another festive event.
6. Date and time,

o
The date and time of the event completely written out.

Never abbreviate days of the week. The most formal style
is to write, "Friday, the twenty-seventh of July at six-thirty
o'clock" The least formal is "Friday, July 27, at 6:00 P.M.
7. Place,
o
The address of where the event will be held is next. A map

is typically included with the invitation if your house or the
country club is difficult to find or if your guests haven't
been there before.
8. Where to RSVP, and

o
The RSVP address or phone number is in the bottom lefthand corner of the invitation.
9. Special instructions.
o
Across from the RSVP address are any special instructions

such as attire, parking instructions, where the event will be
held in case of rain, and so on.
127

Formal business invitations are most commonly engraved or
printed in black, navy, dark gray, or brown ink on white or offwhite high-quality paper. A company can use any color of paper it
desires, as long as it upholds and promotes the company's image.
Preprinted invitations work well for most informal dinners
and parties. For a casual gathering, there is no need to have
invitations printed or engraved or to spend much money on them.
Preprinted invitations work well and can be fun. They're
convenient, come in a variety of shapes, sizes, and colors, and are
available for almost every occasion. They range from very informal
to formal. To personalize your informal invitations even more, you
may want to use your stationery.
With preprinted invitations, you simply fill the blanks, in neat
handwriting, to tell what, where, and when the party will be and
who is giving it. When using your stationery, you can follow this
same format, or you may want to write a note to the person you're
inviting that includes this information. It's also acceptable to
include an RSVP notation and your phone number or address on
the invitation. One events planner believes every invitation should
include an RSVP response. Why? For more accurate planning.
One helpful hint: If you send 200 invitations, you can expect
about 40 people to show up. This is a good guideline when trying
to predict how many people you will have at your party.
Responding to an Invitation
Either use the address or phone number printed in the lower
left corner of the invitation or return the RSVP card sent with the
invitation. If a "Please reply by" a given date is included in the
invitation, be considerate enough to reply by that date. If the words
"Regrets only" are printed in the lower left corner of the invitation,
you need only notify the host if you will not be able to attend. If
your host does not hear from you, you are expected to attend.
Your host may have subtly suggested that you may bring
someone with you by including a guest line on the RSVP card. If
such a line is present, you may fill in your guest's name and
business affiliation. A guest line doesn't mean that you are
obligated to bring someone else. You may, of course, bring a guest
if your envelope is addressed to you and"guest"or if your host
otherwise suggests that it's okay for you to do so.
When a couple has been invited and only one person can
attend, that person should decline. They should let the host know
they declined because their partner could not attend. This gives the
host the option of offering to invite the couple to their next dinner
party or letting the one person who is able to come know that he or
she is still welcome.
Never ask to bring a guest unless the invitation states "Mr.
128
Louis Winthorp and Guest." Most likely, the host will have only
enough food and beverages for the number of people he invited.
Showing up with an uninvited friend could turn out to be an
embarrassing situation for everyone. If you don't want to go to the
party or dinner without that special someone, decline the invitation.
Let the host know that you'd like to get together with him at a time
when your friend can accompany you.
Reminder Cards
If a company sends invitations to an important event many
months in advance, it's a good idea to send a reminder card ten days
to two weeks before the event to refresh people's memories. If the
time or location of an event must be changed after invitations have
been sent, especially if they've been sent well in advance, a
reminder card informs guests of the change of time or location.
These cards are also a good idea if the invitation was extended over
the phone (send the card no later than two weeks before the event).
A reminder card states that it is a reminder that you (the
guest) are expected at (type of event) on (date) at (time). Also
included are the name and address of the company or person giving
the event or the address of the location of the event, if it's different,
and possibly a reminder of the attire expected or other special
instructions.
Cancelled Events
If the date of the event is changed or the event must be
canceled after the invitations have been sent and the guests have
responded, notify all guests immediately if the date of the event is
near. The quickest way is to notify them by phone, or by email if
they're out of town. Also let the guests know why the date has been
changed or the event canceled. If you send out a second set of
invitations after changing the date, be sure to include not only the
new date, but also the date the event was previously planned for
and invite those who declined the first invitation. If you change the
date of or cancel an event but still have a good deal of time before
the date for which the event was previously planned, send a
personal letter to each guest notifying him of the change or
cancellation, and explain the reason for it.
Envelopes
Envelopes should be of the same color and weight as the

stationery or invitations.
If the invitations or letters are handwritten, the envelopes

should be also. Handwriting should be very neat and
elegant or done in calligraphy, neatly type the envelopes
when the invitations or letters are typed. Never use
129

computer labels on invitations.
The return address goes on the front of the envelope in the

upper left-hand corner, not on the back flap.
For formal invitations, avoid using initials in people's

names unless it is part of their name.
Write out "Street," "Avenue," "Junior," "Senior" and so on,

instead of using abbreviations.
Abbreviate state
abbreviations.
names,
using
the
correct
postal
Address envelopes according to how you know the guest

personally or professionally. Titles such as Mr., Mrs., and Ms. are
usually used on social invitations. On business and formal
invitations they are absolutely essential and usually accompanied
by professional titles.
The best way to address a letter to a woman is to put her first
and last name only, on the outside envelope, and then put "Ms."
first and her last name on the letter itself. Unless you're absolutely
sure that she prefers to be addressed as "Miss" or "Mrs.," avoid
using these titles.
If you're corresponding with someone you're already
acquainted with, either by phone or mail, it's okay to put their first
and last name or initials on the outside envelope and "Mr." or "Ms."
first and last name on the inside envelope. When writing to
someone whose gender you're unsure of, you may greet them with
"Dear Sir or Madam.
The best way to avoid wrongly addressing someone is to call
the office and ask the secretary how the person prefers to be
addressed.
(etiquettescholar.com)

AUTOVERIFICARE
Dear Mr. Peterson,

This e-mail is on the behalf of Golden Marketing Pvt. Ltd in which the organization is inviting
Red Coral Productions Pvt. Ltd to commence a new business relationship in order to earn the huge
profit & customer networking together. Our organization has recently introduced a series of marketing
services at cost effective tariffs. We are inviting the worldwide potential companies to initiate
130
collaboration with us. Please find the attached invitation proposal and tariff along with the
organization profile.
Golden Marketing Pvt. Ltd is a renowned marketing firm dealing with the high profile
associations in order to undertake projects for effective promotions. We have organized a summit in
coming week, where all our invited partners will participate to understand our ethical strategies and
planning to start the deals. Please visit us to grab an overview.
If you have any query,
support@goldenmarketing.org
please
dial
us
at
4869
372
7980
or
mail
us
We are seeking to hear positive response from you for fruitful trade venture.
Yours Sincerely,
Susan Timberlake
Complete the phrases by writing one word in each gap. Several answers may be possible.
1 We
be very pleased if you come to a meeting here on 28 July.
2 Your at the meeting will be very
I hope you can
it.
3 Please me
if you can attend, soon as possible.
4 Thank you for your
invitation. I would be to attend. I look
forward to
5
you on the 28th.
, 1 will not be able to come. 1 have another on that day. Please

accept my
I hope we will have the
to meet on another occasion in the future.
1 am sure the meeting will be a great
Put these sentences into the correct order.
a) Looking forward to meeting you next week.

131
at

b)Out office is located close to the station - the best thing to do is catch a taxi.
c) Just to confirm your visit to us on 16 Jan.
d)Best wishes, Atsuko.
e) When you arrive, ask for me at reception and I will come down and meet you.
f) If you need to contact me, my mobile number is 07968 243983.
Oxford, 2003
York, 2002
132
20.1. INTRODUCERE
20.3. WRITING REMINDER LETTERS AND COLLECTION LETTERS
20.1. INTRODUCERE
care sunt amintite unei persoane sau unei
comapanii diferite elemnte necesare
.desfurrii relaiei de afaceri

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care sunt amintite unei persoane sau unei
comapanii diferite elemnte necesare
.desfurrii relaiei de afaceri

NVARE
August 20, 2012
Mr. Kamur
Lana
Accountant
Maltech Medical
Equipment 90088
Analayar Road
Selangor, Malaysia
Dear Mr. Lana:
Your account balance of $2,456 for the invoice dated May 30

was due on June 30.
All payments are due, in full, within 30 days of receiving an
invoice.
Please remit payment no later than August 31.
We look forward to continuing our valuable relationship with
Maltech.
Sincerely yours,
Safiah Caffey
134
WRITING REMINDER LETTERS
Safiah Caffey
Accountant

AUTOVERIFICARE
Opening
Identify the missing

payment(s).
Focus
Give details about payment.
Action
Review future action.
Closing
Be positive about the

business relationship.
Writing a reminder letter may be a little awkward to write, but never-the-less it is sometimes
necessary. In business, a reminder letter may need to be sent to remind people about a meeting,
seminar, project, overdue payment or contract renewal. A personal reminder letter may also be
necessary to remind people about an upcoming party, wedding or other special event. This may be
particularly helpful if someone has not RSVP to an invitation or is known to be forgetful. No matter
what the reason for the letter, the tone should be both polite and friendly, as not to offend the receiver
of the letter..
135
Dear Mr. Clinton:

Recognizing your very busy schedule, Im sending you this note as a reminder to renew your Cleaning
and Maintenance Contract with us. I hope you have been more than satisfied with our service so far.
Enclosed is a copy of the original contract for your convenience.
Would you please have your assistant drop me a note or phone if you require further information.
Im sincerely looking forward to receiving your renewal.
Regards,
Miss Lewinsky
Regards,
Dax Cheng
Oxford, 2003
York, 2002
136
NEGOTIATING A PROJEC T EMAILS
21.1. INTRODUCERE
21.3. NEGOTIATING A PROJECT - EMAILS
21.1. INTRODUCERE
care este negociat un proiect prin email

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Negotiation Letters
There are many times when it is better to negotiate using a letter.
Lawyers do it all the time. Put your initial offer on paper and dont
let them see the smirk on your face. Negotiation letters and emails
can have the advantage of being cold and emotionless or they can
mask your real emotions to your benefit. Depending on your
situation a little personal separation from the conflict could help
turn the tides.
Using letters or emails, allows you to have more time crafting your
message. If you are a naturally amiable person, then face to face
negotiations may not be your strong suit. If you want the gravity
of your message to sink in before they respond, using a letter may
be the right choice. An of course if you are dealing with a mindless
machine of a company (Credit Reporting Bureaus) a letter may be
your only option.
Before you put pen to paper or open up Outlook, be sure you have
done your preparation. Understand what your BATNA is, where
you want your set point to be, and what emotion you want the other
side to feel. Once you have done all the prep work, then you are
ready to get started writing. Using written correspondence is
almost like using the hidden table. The letter is like Friday from
Dragnet, Just the facts, maam.
Here are a few sample letters to get the mental ball rolling:
Career Negotiation Letter To spur a response after a job
interview
Dear _________,
Thank you for the interview last week. I am interested in a position
at your company. However, I wanted to let you know that I
138
NEGOTIATING A PROJECT - EMAIL

received another offer. It is a position at another company that
interests
me.
I just wanted to check in with you to see where you are in the
decision process. I need to respond to their offer by the end of the
week.
Sincerely,
Just something to put a little pressure on them. Plus it paints you as
an in-demand candidate.
Salary Negotiation Letter To create a set point before the
process begins.
Dear__________,
Thanks for the offer. I really would like to work for your
company. I was expecting a different salary number. I look
forward to talking to you more about it in person. I just wanted to
show more of what I was thinking before we meet.
At ____________ my Salary was ____________ and my benefits
were __________. I do have other offers that are very competitive
at ______________.
Again I do want to work for you. We should talk about this more
in person. Are you available this week?
Sincerely,
Debt Negotiation Letter Negotiating a lower payment.
Dear__________,
I understand that I owe a debt to your company in the total of
$________. I am facing a financial hardship currently, but would
like to continue making payments towards my debt. I can afford to
pay $______ each month until my debt is paid or my financial
situation improves.
I do not dispute my debt to your company and I would like to stand
by my agreements when I borrowed the money. My financial
hardship has taken me by surprise and I am doing my best to honor
my commitments. I have include a check for the first payment. I
hope that you will accept my offer. Please respond and let me
know.
Sincerely,
Negotiating with the heavy weights in the credit departments over
then phone can be very intimidating. Sometimes a letter is a little
easier on your mind and can be very effective, especially if you
send it with a check.
139

While using letters and emails to negotiate can be the right tactic.
Dont use a letter when face to face would be better. Letters should
be used when they are an advantage, not to avoid conflict. If
avoiding conflict is your goal, take a look at why you are afraid.
What is your fear based on? If you still think you should avoid the
face to face conflict then go ahead with the letter.
One last piece of advice: Have someone else read your letter.
Dont tell them anything before hand, just let them read it cold.
Then ask them how it comes across. They will be able to tell you if
your message is clear or if it sounds too harsh and cold.

AUTOVERIFICARE
Negotiation Letter to Bank Which is Withdrawing Funding
When a bank withdraws funding it can have very serious implications for the account holder. A
negotiation letter can be sent to try and stop the withdrawal or to come to some form of compromise
over this financial problem.
WHY A BANK WOULD WITHDRAW FUNDING
The main reason a bank will withdraw funding is because the account holder is having financial
difficulties. It could be that a business is not making regular payments and a bank could call for
immediate repayment of a loan. Abuse of banking facilities such as an overdraft can lead to a bank
withdrawing this facility and asking for immediate repayment of the overdraft. Banks are legally
entitled to withdraw funding and this will be stated in the credit contracts terms and conditions.
INTENT OF THE NEGOTIATION LETTER TO BANK
The main intent of the negotiation letter when a bank is withdrawing funding will be to buy some
breathing space. There are a few alternatives that can be presented to the bank and the success of the
alternatives will depend on how realistic they are. Although banks are seen as faceless entities with
only profits in mind they will sometimes listen to a customer if a solution to the problem is available.
If a customer has a good track record with the bank then some form of negotiation should be
considered.
PRESENTING ALTERNATIVES TO IMMEDIATE WITHDRAWAL OF FUNDING
Time to pay is one of the biggest factors if a bank is intending to withdraw funding. Using time
periods as a negotiating point can sometimes prove successful. If a bank requests immediate payment
of an overdraft then simply negotiate for time to pay. Ask for the full overdraft to be split into
individual payments over a matter of months. This is called a reducing overdraft and makes repaying a
much easier task. This can work with any number of different lines of credit and is not an
unreasonable request to make.
140
NEGOTIATING A PROJECT - EMAIL

HONESTY IS THE BEST POLICY IN A NEGOTIATION LETTER
Writing to the bank and explaining truthfully why the financial difficulty has arisen may be of some
help during the negotiations. Everyone goes through certain times of financial difficulty whether it is a
personal customer, a business or indeed banking institutions themselves. By explaining the problem
honestly and presenting a solution to the problem the immediate withdrawal of funding might be
postponed. Do not make unrealistic proposals that have no hope of being fulfilled; this will only lead
to greater future problems.
TONE OF THE NEGOTIATION LETTER TO BANKS
If a negotiation letter is being written the tone should be kept businesslike and polite. Mention in
the letter that the banks position is understandable but it is hoped that a solution can be found to the
immediate withdrawal of funding. Terms such as mutual long standing business relationship and
goodwill can be placed in the letter. Bringing in timescales will also be a good idea as it gives the
bank a cut off date to aim for if promises of rectifying the situation are not met.
SAMPLE NEGOTIATION LETTER TO BANK WHICH IS WITHDRAWING FUNDING
Name
Department
Name of Bank
Address
Postal Code
Date
Customer name
Address
Postal code
Dear
Re customer account no:
I am writing in response to your letter dated (date) demanding immediate repayment of my (amount)
overdraft facility. I completely understand your position in this matter and after reviewing my
statements it does look as if I have been overusing the overdraft facility. Specifically by going over the
agreed overdraft a number of times in the last year. I hope that by explaining the situation we can
come to some form of solution to avoid the immediate withdrawal of funds.
As I made aware to the bank when I opened a business account, the purpose of the overdraft was to be
used as monthly capital. I decided to use the overdraft method instead of funding such as a loan to
keep my monthly costs to a minimum. Over the past six months I have unfortunately had customers
who were not paying invoices within the one month payment date. This has at times caused cash flow
141

problems and this is where I have had to go over my authorised overdraft. I am slowly becoming more
organised and taking a stronger method with customers who do not pay invoices on time.
At present it would bring me extra financial difficulty to pay this overdraft immediately in one lump
sum. I would like to request a reducing overdraft of (amount) over a six month period, ending on
(date).
Your understanding in this matter is gratefully appreciated and I look forward to hearing from you
soon.
Yours sincerely
Name
Oxford, 2003
York, 2002
142
REPLYING TO REMINDER LETTERS AND COLLECTION

LETTERS
22.1. INTRODUCERE
22.3. REPLYING TO REMINDER LETTERS AND COLLECTION LETTERS
22.1. INTRODUCERE

care se se ofer rspunsuri la scrisorile de
..reamintire i a scrisorilor de colectare

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redactrii
unei
..rspunsuri la scrisorile de
scrisori
reamintire i a scrisorilor de colectare
cu

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August 31, 2012
Ms. Safiah
Caffey
Accountant
Santrak
Industries
46B, Pamur
3/98 88320
Petalingjaya
Selangor,
Malaysia
Dear Ms. Caffey:

Enclosed is our second check for the balance of $2,456.00
due on invoice number 4334-50.
Our records show that we already sent a check for that

invoice. Check number 456dated June 27must be lost in
the mail. I have enclosed, for your information, a photocopy
of the original check.
I apologize for any inconvenience this may have caused you.
If you have any questions, please call me.
Thank you for your reminder. I look forward to continuing

our good working relationship.
144
REPLYING TO REMINDER TTERS AND COLLECTION LETTERS

Sincerely yours,
X.atnur Laita
Kamur
Lana
Accountan
t
Enclosure: Photocopy of check #456

AUTOVERIFICARE
Opening
Identify the missing payment(s).
Focus
Give details about payment.
Closing
Apologize for any inconvenience, and thank the reader.
XXXXX BUSINESS HOUSE

Door Number and The Name of The Street,
City with ZIP Code.
Phone : 0011 - XXXXXXXX
Fax : 0011 - XXXXXXXX
DATE
To :
145

The Manager,
ZZZZZZ Business House,
Door Number and The Name of The Street,
City with ZIP Code.
Phone : 0011 - XXXXXXXX
Fax : 0011 - XXXXXXXX
Dear Sir,
We are sorry for the delay in forwarding our official receipt against payment of our bill No. 3854
dated December - 2007 for $ 5,000 only. It has happened inadvertently and the receipt as desired is
enclosed herewith.
The delay may kindly be not taken into account and we assure you that such a mistake will not arise in
future.
Yours Faithfully,
Vasu
Manager
For XXXXX BUSINESS HOUSE
Oxford, 2003
York, 2002
146
23.1. INTRODUCERE
23.3. CHECKING UNDERSTANDING - EMAILS
23.1. INTRODUCERE

care este verificat nelegerea emailurilor

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Cunoaterea informaiilor necesare prin

care este verificat nelegerea emailurilor

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Talking about a revolution

A fascinating and unwieldy movement in search of a narrative
SINCE their irruption half a year ago, Occupy Wall Street and its
ilk have created a new political sloganthe 99% against the 1%
and a new catchphrase: Occupy X is now a synonym for all
subversive disruption, where X can be anything from the court
system to Valentines Day. But maxims aside, the movement has
always struggled to explain its agenda to the world.
That has much to do with its anti-hierarchical structure: no central
authority, no single ideology, no unified set of demands. For most
journalists, accustomed to clear leaders and talking points, this
makes the movement a slippery and exasperating subject. The flip
side is that from the activists point of view, as one of the writers in
Occupying Wall Street puts it, mainstream coverage of Occupy
Wall Street has been a fickle, ornery beast, alternating between
indifference and obsession. Even the attentive left-wing American
mediafrom old-time bastions such as MOTHER JONES, the
NATION and Z MAGAZINE to newer arrivals such as Salon.com,
Current TV (a political news site) and N+1 (a cultural journal)
have remained, at most, enthusiastic observers. These outlets may
carry polemics from the movements leading lights and serve as
occasional arenas for debate, but none has become a devoted
forum.
Distrustful of outside agendas, the Occupy movement has chosen to
build its own media instead. Besides using social networks such as
Twitter and YouTube to organise and document its activities,
devotees employ a bewildering array of websites. Each Occupy
chapter around the world has a site for its general assembly, the
148
CHECKING UNDERSTANDING - EMAILS

collective decision-making group that is the nearest thing to an
official body. There are several national sites with confusingly
similar namesoccupywallst.org, occupywallstreet.org and (still
under construction) occupywallstreet.net, plus occupytogether.org,
occupycafe.org, interoccupy.org and otherseach with its own
constituency and focus. Debates rage on e-mail lists and Facebook
groups over everything from campground sanitation to whether
police officers are agents of class warfare or fellow victims of it.
Off the web there have been a pair of sporadic print newspapers, a
couple of documentary films and at least three books.
Of these, 99 Nights with the 99 Percent, a series of vignettes
from assorted Occupy encampments by Chris Faraone, a Bostonbased journalist, is the best read. Though absolutely pro-Occupy,
Mr Faraone retains some critical perspective. He paints a telling
picture of the mix of exhilaration, boredom, confusion and
absurdity that accompanies the growth of a grassroots movement.
He even profiles a con man who scammed Occupy Boston into
giving him control of its finances.
Occupying Wall Street by Writers for the 99% is a largely selfcongratulatory work by various activists. And Occupy!, an
anthology from the occasional OCCUPY GAZETTE published by
N+1 , includes reflections on such dilemmas as how to deal with the
drummer-occupiers, who see any request to stop drumming as a
grave assault on their right to self-expression, even if this means
preventing others from sleeping at night. There is also a lovely
piece on the difficulties of organising an occupations laundry,
which works as a handy metaphor for some of the movements
larger challenges.
But these books are more or less boosterish. None examines the
movements basic goals in depth; instead, they exemplify its
unwieldy belief in letting every voice be heard. This pluralism
makes the Occupiers very good at talking to themselves, but less
good at making themselves understood to outsiders, even
sympathetic ones. This may be one reason why a movement that
claims to represent 99% of the population has managed to mobilise
only a small fraction of its constituents.
The theoretical principles of the movement, total horizontality and
openness, run counter to what seems to make effective media,
observes David Sauvage, a film-maker, who this week launched yet
another site (with an enviably tidy URL), occupy.com. When all
one had to do to get involved was show up at an Occupy camp, he
says, the barrier to entry was low. But now that most of these
encampments have been dismantled, it is harder to know where to
start. His site aims to reinvigorate participation by serving as a
media-savvy repository for stories, photographs and video from the
Occupy trenches, coupled with easy routes to taking part.
Unlike the effective media that this site aims to emulate, Mr
149

Sauvage does not intend to craft a larger narrative out of these
individual voices. But with Occupiers trying to rally support for a
general strike on May 1st, they will need to communicate with
people who might join if only they could know what exactly they
were joining. For potential sympathisers, a coherent, collective
story may be easier to grasp than lots of personal ones.

AUTOVERIFICARE
Rewrite the sentences below with the correct word order to make typical email phrasesStart each sentence with a capital letter.
1 sorry, you forgot the send to attachment, you can again send it?
2 mean you to send this did? i don't want the attachment to open in case it's a virus got.
3 about that are you sure? i thought was in Istanbul the conference.
4 i'll check and get you back to later today.
5 you do mean which conference?
6 i don't this point understand sorry, can you in a little detail more explain it?
7 i'm sure not what mean you by this, you could clarify?
8 t thought on Thursday was the meeting, but 1 wrong may be.
9 sorry, my last email forget, you're right, not Friday, it should Thursday be.
10 what was meant I Gatwick, not Heathrow, the situation this clarifies i hope.
150
CHECKING UNDERSTANDING - EMAILS
Do You Make These Mistakes in Your Emails?
A subject like the headline above can irresistibly pull readers into opening your message and reading
its every hypnotic word. Often, it will not and what if you don't have anything to sell?
Your email's subject line is, next to your name, the first thing the recipient sees. It is important.
In your email subject, do not:
Arouse interest and curiosity.
Say "Hi".
Be wordy.
Respond without giving context.
Be vague or general.
Write a Good Email Subject

To compose the perfect email subject:
Give the message's bottom line.

o
Summarize the message why you are writing and what you want to be different after the
recipient has read your email instead of describing it.
o
If your email comprises multiple topics, consider breaking it into multiple messages.
If you invite somebody to a conference, use "Invitation: Email Efficiency Conference,

Bangalore Aug 14-16" instead of a plain "Email Efficiency Conference".
Be precise.
o
Include detail that allows the recipient to identify what you are talking about quickly
and unambiguously.
If your message requires the recipient's action, say so; preferably with the first word.
Leave out unnecessary words.
If the action associated with your message includes a date or deadline, do include it in the
email subject.
o
Email subjects need to be concise. Skip articles, adjectives and adverbs.
151
Oxford, 2003
York, 2002
152
24.1. INTRODUCERE
24.3. WRITING EMPLOYEE RELATION LETTERS
24.1. INTRODUCERE

..relaia cu angajatorul
descriind

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..relaia cu angajatorul
descriind

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Physical attractiveness and careers

Dont hate me because Im beautiful
Attractive women should not include a photo with a job application
Youre hired
AT WORK, as in life, attractive women get a lot of the breaks.
Studies have shown that they are more likely to be promoted than
their plain-Jane colleagues. Because people tend to project positive
traits onto them, such as sensitivity and poise, they may also be at
an advantage in job interviews. The only downside to hotness is
having to fend off ghastly male colleagues; or so many people
think. But research by two Israelis suggests otherwise.
Bradley Ruffle at Ben-Gurion University and Zeev Shtudiner at
Ariel University Centre looked at what happens when job hunters
include photos with their curricula vitae, as is the norm in much of
Europe and Asia. The pair sent fictional applications to over 2,500
real-life vacancies. For each job, they sent two very similar
rsums, one with a photo, one without. Subjects had previously
been graded for their attractiveness.
For men, the results were as expected. Hunks were more likely to
be called for an interview if they included a photo. Ugly men were
better off not including one. However, for women this was
reversed. Attractive females were less likely to be offered an
interview if they included a mugshot. When applying directly to a
company (rather than through an agency) an attractive woman
would need to send out 11 CVs on average before getting an
interview; an equally qualified plain one just seven.
154

At first, Mr Ruffle considered what he calls the dumb-blonde
hypothesisthat people assume beautiful women to be stupid.
However, the photos had also been rated on how intelligent people
thought each subject looked; there was no correlation between
perceived intellect and pulchritude.
So the cause of the discrimination must lie elsewhere. Human
resources departments tend to be staffed mostly by women. Indeed,
in the Israeli study, 93% of those tasked with selecting whom to
invite for an interview were female. The researchers
unavoidableand unpalatableconclusion is that old-fashioned
jealousy led the women to discriminate against pretty candidates.
So should attractive women simply attach photos that make them
look dowdy? No. Better, says Mr Ruffle, to discourage the practice
of including a photo altogether. Companies might even consider the
anonymous model used in the Belgian public sector, where CVs do
not even include the candidates name.
(economist.com)

AUTOVERIFICARE
Learning to write an effective resume is a life skill most people cannot afford to ignore.
According to the U.S. Bureau of Labor Statistics, the median tenure for most professionals is about 4
years. For employees between the ages of 25 and 34, the median tenure is only 2.9 years.
Since most of us will change jobs a number of times in our career, we need to become proficient at
selling ourselves and writing an effective resume.
Consider this: According to Career Builders Resume 2007 survey, on average, hiring managers
receive 50 resumes for each and every job opening. Due to the sheer number of applicants, many
managers skim and sort the resumes into no go, maybe, and looks promising piles.
Only resumes that are well-organized, easy-to-read, and specifically targeted to the position survive
the cut.
Assuming a candidate has the relevant job experience, professional resume writers know what it takes
to keep resumes in the maybe or looks promising piles. Here are the ten strategies resume
professionals use for writing great resumes- and you can too.
How to Write a Great Resume
155

1. Resumes that make a good first impression emphasize specific accomplishments. Did you increase
sales by 40%? Manage a team that introduced a profitable new product? Create and implement a
money or time-saving process? Use specific examples to highlight your accomplishments.
2. Just as you would highlight your strongest points in an interview, do so in your resume. Put your
strongest achievements and qualifications at the top of your resume.
3. Use a highlights section to catch the hiring managers attention.
4. Include only relevant job experience. If your resume is padded, most hiring managers will assume
you arent qualified for the job.
5. Dont try to be all things to all people. What are your top 3 skills? Focus on those.
6. Read the job description carefully. Note the keywords and use them to focus your resume.
7. Use an eye-catching, easy-to-read format. Include headings, bold print and bullets.
8. Write a different resume for each job skill/position. Resumes are definitely not one-size-fits-all.
9. To paraphrase JFK tell not what the company can do for you, tell what you can do for the
company.
10. Finally, proof and double-proof your resume. Given the competition, just one or two typos may
eliminate a candidate from consideration.
Weve all heard it before: You only get one chance to make a first impression. If you use the ten
strategies outlined above, one chance is all youll need. Write a great resume and feel confident in
your job search. Good luck!
156
Oxford, 2003
York, 2002
157
25.1. INTRODUCERE
25.3. COMMON MISTAKES IN EMAILS
25.1. INTRODUCERE
Observarea greelilor
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he Top Twelve E-Mail Mistakes That Can Sabotage Your Career
Don't sabotage yourself at work by making these e-mail mistakes.

You return to your office from an afternoon meeting and decide to
check e-mail. An hour later, having downloaded your messages,
selecting those you should read, deleting the ones that look like
junk, crafting replies to the most important ones, filing others that
you want to work on later, you wonder where your day went. It was
like that when you arrived at work this morning, and tomorrow
promises to be no different.
What is this e-mail explosion? Was there a point in time
when the entire world decided to use the Internet as their business
communication tool of choice? Are there rules for managing these
messages and being a professional and polite user of electronic
mail? There are, but not everyone has gotten the word.
Your e-mail is as much a part of your professional image as the
clothes you wear, the postal letters you write (assuming you still
do), the greeting on your voice mail and the handshake you offer. If
you want to impress on every front and build positive business
relationships, pay attention to your e-mail and steer clear of these
top twelve e-mail mistakes:
1. Omitting the Subject Line
We are way past the time when we didnt realize the significance of
the subject line. It makes no sense to send a message that reads no
subject and seems to be about nothing. Given the huge volume of
e-mail that each person receives, the subject header is essential if
you want your message read any time soon. The subject line has
become the hook
2. Not Making Your Subject Line Meaningful
Your header should be pertinent to your message, not just Hi or
159

Hello. The recipient is going to decide the order in which he
reads e-mail based on who sent it and what it is about. Your e-mail
will have lots of competition.
3. Failing to Change the Header to Correspond with the
Subject
For example, if you are writing your web publisher, your first
header may be Web site content. However, as your site develops
and you send more information, label each message for what it is,
contact info, graphics, or home page. Dont just hit reply
every time. Changing the header will allow your publisher to find a
specific document in his message folder without having to search
every one you sent. If you change the subject all together, start a
new message
4. . Not Personalizing Your Message to the Recipient
E-mail is informal but it still needs a greeting. Begin with Dear
Mr. Broome, Dear Jim, Hello Jim, or just Jim. Failure to put
in the persons name can make you and your e-mail seem cold.
5. Not Accounting for Tone
When you communicate with another person face to face, 93% of
the message is non-verbal. E-mail has no body language. The
reader cannot see your face or hear your tone of voice so chose
your words carefully and thoughtfully. Put yourself in the other
persons place and think how your words may come across in
Cyberspace.
6. Forgetting to Check for Spelling and Grammar
In the early days of e-mail, someone created the notion that this
form of communication did not have to be letter perfect. Wrong. It
does. It is a representation of you. If you dont check to be sure email is correct, people will question the caliber of other work you
do. Use proper capitalization and punctuation, and always check
your spelling. Remember that your spellchecker will catch
misspelled words, but not misused ones. It cannot tell whether you
meant to say from or form, for or fro, he or the.
7. Writing the Great American Novel
E-mail is meant to be brief. Keep your message short. Use only a
few paragraphs and a few sentences per paragraph. People skim
their e-mail so a long missive is wasted. If you find yourself writing
an overly long message, pick up the phone or call a meeting.
8. Forwarding E-Mail Without Permission
Most everyone is guilty of this one, but think about it. If the
message was sent to you and only you, why would you take
responsibility for passing it on? Too often confidential information
160
has gone global because of someones lack of judgment. Unless

you are asked or request permission, do not forward anything that
was sent just to you.
9. Thinking that No One Else Will Ever See Your Email
Once it has left your mailbox, you have no idea where your e-mail
will end up. Dont use the Internet to send anything that you
couldnt stand to see on a billboard on your way to work the next
day. Use other means to communicate personal or sensitive
information.
10. Leaving Off Your Signature
Always close with your name, even though it is included at the top
of the e-mail, and add contact information such as your phone, fax
and street address. The recipient may want to call you to talk
further or send you documents that cannot be e-mailed. Creating a
formal signature block with all that data is the most professional
approach.
11. Expecting an Instant Response
Not everyone is sitting in front of the computer with e-mail turned
on. The beauty of Internet communication is that it is convenient. It
is not an interruption. People can check their messages when it suits
them, not you. If your communication is so important that you need
to hear back right away, use the phone.
12. Completing the "TO" Line First
The name or address of the person to whom you are writing is
actually the last piece of information you should enter. Check
everything else over carefully first. Proof for grammar,
punctuation, spelling and clarity. Did you say what needed to be
said? How was your tone of voice? If you were the least bit
emotional when you wrote the e-mail, did you let it sit for a period
of time? Did you include the attachment you wanted to send? If you
enter the recipients name first, a mere slip of the finger can send a
message before its time. You can never take it back.
E-mail makes everything easier and faster including making a
powerful business impression and establishing positive professional
relationships. The businessperson who uses the technology
effectively and appropriately will see the results of that effort
reflected in the bottom line.
161

AUTOVERIFICARE
The Best Bad Email of All Time
The worst email I ever received was a response to my request for a price quote on a new car from a
local dealer. It was obvious that the salesman didnt know how to operate his CRM tool very well, and
that whoever set up the system never attended a business writing class:
Dear (enter customer name),

my name is (enter salesperson name) and I bring you good news we have the (enter Make) (enter
Model) your looking for. I understand that buying a car is stressful and my job is too make sure you
get all the help you need too make a informed choice. their are many options available for the (enter
Make) (enter Model) you wants and I want too be sure you tell me all the things your looking four.
Please call me right away at (enter salesperson phone number) so than we can set up appointment.
sincerely
(enter salesperson name)
(enter salesperson title)
(enter dealership name)
I received this exactly as it shows above including the parentheses, and I still have it to this day.
Needless to say, I didnt buy a car from him.
The Worst Word Confusions of All Time
162
These arent typos, though many will argue they are. Typos, as Ill show in the next section, are true
fat-fingering instances that even a rudimentary spell checking program could detect.
The following mistakes are the result of a combination of laziness and low IQ, and by no means do
they encompass all of the common grammatical errors we see in business writing today.
There, Their and Theyre Look them up. One belongs there, one is their choice and theyre all
different.
Loose and Lose I come unglued when someone warns me that we are about to LOOSE something if
we dont act now. Frankly, if we loose it, thats our choice. Im really more concerned about what we
lose.
Affect and Effect These are probably the most commonly confused words in the English language.
I recommend that every time you wish to use one or the other, and you are not certain which is which,
you check out an online resource like the University of Kansas website. One quick tip I use: affect is
most often a verb, and effect is most often a noun.
To, Too and Two These really dont even belong on the list, because even a first grader knows the
difference. If you find yourself using to incorrectly too often, you really should reference one or two
grammar resources for help.
Oxford, 2003
York, 2002
163
26.1. INTRODUCERE
26.3. WRITING CUSTOMER RELATION LETTERS
26.1. INTRODUCERE
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Business Email Etiquette Basics
THERE ARE FOUR WAYS, AND ONLY FOUR WAYS, IN

WHICH WE HAVE CONTACT WITH THE WORLD. WE ARE
EVALUATED AND CLASSIFIED BY THESE FOUR CONTACTS:
WHAT WE DO, HOW WE LOOK, WHAT WE SAY, AND HOW
WE SAY IT.
- Dale Carnegie (1888-1955) American Educator.

When it comes to your business e-mail communications, you need
to make an impression that can lend to the determination that you
are a credible professional enterprise and someone that will be easy
and a pleasure to do business with. You only have one chance to
make that first impression which will be invaluable to building trust
and confidence.
The Business E-mail Etiquette Basics You Need to Know
Below are the key Business Email Etiquette issues that need to be
considered with every commercial e-mail sent. These are the issues
business owners, their employees and Netrepreneurs need to be
aware of in their day-to-day online communications to ensure the
best possible results.
Professional Behavior on the Job: Know that how you

use your e-mail, company e-mail address and employers
technology is a serious issue! Sending non-business related
e-mails, jokes, forwards or chain letters on company time
to friends or coworkers reflects on your lack of
professionalism. Visiting Web sites that are questionable or
not necessary to your job responsibilities will reflect poorly
on your ability to be trusted. Never assume that these
165

activities are not being monitored. While on company time
do not assume you have any privacy when using company
resources and equipment.
SUBJECT: Field: The SUBJECT: field is the window

into your e-mail and can many times determine even if
your e-mail will be opened. If this is an initial contact with
a customer based on their request through your site or
otherwise, be sure to have a short SUBJECT: that indicates
clearly what the topic of the email is. Typos, all caps or all
small case can lend to the impression you may be
spammer.
Level of Formality: Try to avoid the prevailing

assumption that e-mail by its very nature allows you to be
informal in your business e-mail. Only time and
relationship building efforts can guide when you can
formalize your business relationships and therefore your emails tone. One should communicate as if your e-mail is
on your company letterhead at all times. This means black
text and standard fonts too! This is your businesss image
you are branding!
Addressing: How do you address your new contacts? I

would suggest initially that you assume the highest level of
courtesy: Hello, Mr. Anderson, Dear Ms. Jones, Dr.
Osborne, etc. Until your new contact states, call me
Andy or you can call me Diane. You will also be able
pick up clues on when you can address have a more relaxed
tone by how contacts approach you as well as how they
sign off. Most business people do not mind being called by
their first name, however, in a global economy that can be
perceived as taking premature liberties in the relationship if
used too soon.
TO:, From:, BCc, Cc fields can make or break

you:In the TO: field make sure you have your contacts
name formally typed. John B. Doe not john b doe or
JOHN B DOEIn the FROM: field make sure you have
your full name formally typed. Example: Jane A. Jones.
Not: jane a jones or JANE A JONES. The later two give
the perception of lack of education or limited experience
with technology. By only including your first name or email address you are giving the perception you may have
something to hide or do not know the basics of configuring
your e-mail program.
BCc: use this field when e-mailing a group of contacts
who do not personally know each other. By listing an arms
length list of e-mail addresses in the Cc or TO fields of
contacts who do not know each other or who have never
met is conducive to publishing their e-mail address to
166

strangers. This is a privacy issue! With those you are
forging partnerships with, visibly listing their e-mail
address in with a group of strangers will make one wonder
what other privacy issues you may not respect or
understand.
Cc: Use this field when there are a handful of associates
involved in a discussion that requires all be on the same
page. These business people know each other or have been
introduced and have no problem having their e-mail
address exposed to the parties involved. If you are not sure
if a business associate would mind their address being
made public, ask!
Reply to All: Use this button with discretion! You need to

carefully think about whether all really need to be aware
of your reply to conduct business. Never use this button to
CYA or eTattle on a coworker or colleague doing so
will just make you look petty while increasing others email volume unnecessarily.
Formatting: Refrain from using any formatting in your

day-to-day business e-mail communications. Unless you
would type something in bold crimson letters on business
letterhead, dont do it when e-mailing for commercial gain.
With all the spam filtering going on today; the more
formatting or embedded images that higher the chance that
your e-mail could be blocked as spammy.
Even something as simple as using a different font makes
your e-mails display contingent upon the recipient having
that specific font on their system or it defaults to their
designated default font. Keep in mind the recipient may not
have their e-mail program configured in such a way as to
display your formatting the way it appears on your system
if at all.
Attachments: How do you think your relationship with a

potential new customer/contact is enhanced when you send
them that 10M Power Point presentation they didnt request
and you fill up their inbox causing subsequent business
correspondence to bounce as undeliverable? And, if they
do not have Power Point, they wouldnt be able open the
file anyway! Never assume your potential customers have
the software you do to open any file you may arbitrarily
send.
If you need to send a file (or combination of files) over
500,000 in size, business courtesy dictates you ask the
recipient first if it is O.K. to send a large file. Next, confirm
they have the same software and version you do and what
is the best time of day to sent it to them to ensure they are
167

available to download the large file and keep their e-mail
flowing. NEVER send large attachments without warning,
on weekends or after business hours when the recipient
may not be there to keep their inbox clear.
Using Previous E-mail for New Correspondence: If

you want to give the perception of lazy, find a previous email from the party you want to communicate with, hit
reply and start typing about something completely
irrelevant to the old e-mails subject. Always start a new email and add your contacts to your address book so you can
add them to a new e-mail with one click.
Down Edit Your Replies: Do not just hit reply and start
typing thats called top posting. Editing is a skill those
you communicate with will appreciate as it lends to
reflecting a respect for their time and clarity in your
communications. Removing parts of the previous e-mail
that no longer apply to your response including e-mail
headers and signature files removes the clutter. By making
the effort to reply point by point keeps the conversation on
track with fewer misunderstandings.
Common Courtesy: Hello, Hi, Good Day, Thank You,

Sincerely, Best Regards. All those intros and sign offs that
are a staple of professional business communications
should also be used in your business e-mail
communications. Always have a salutation and sign off that
includes your name with every e-mail. Here again think
business letterhead.
Courtesy also includes that you make the effort to
communicate as an educated adult. Type in full sentences
with proper sentence structure. Not all caps; not all small
case. Proper capitalization and punctuation are a must! You
are an educated professional and need to communicate as
such. All caps or all small case smacks of either lack of
education, tech/business savvy or laziness. None of
which is positive for instilling confidence or encouraging
others to want to do business with you.
Signature files: Keep your signature files to no more than

5-6 lines to avoid being viewed as egocentric. Limit your
signature to your name, Web site link, company name, and
slogan/offer or phone number. Include a link to your Web
site where the recipient can get all your contact information
from A-Z that is what your site is for. Do not forget to
include the http:// when including your Web site address
within e-mails and your signature file to ensure the URL is
recognized as a clickable URL regardless of the users
software or platform.
168
Respond Promptly: You should do your best to respond

to your business communications as quickly as possible.
This is a customer service issue that should not be
underestimated. By not responding promptly you appear
unorganized, uncaring or worse yet, risk being
outperformed by your competitors who understand the
importance of appearing efficient and on the ball.
There you have it! These very important issues will certainly allow
your business communications to rise above the majority who do
not take the time to understand and master these issues.
When forging new business relationships and solidifying
established partnerships, the level of professionalism and courtesy
you relay in your business e-mail communications will always gain
clients over the competition that may be anemic, uninformed or just
plain lazy in this area.
When it comes to business, regardless of mode of communication
used, professionalism and courtesy never go out of style!

AUTOVERIFICARE
1234, Main Street

Boston, MA 02123
03/16/05
<Recipient Address Goes Here>
Hello.
You'd be amazed at what the Boston Chamber of Commerce can do for your business. To show
prospective members just what the Chamber can accomplish, we're holding a <event name> cocktail
party <event location> on <event day and time>.
You can meet some other members, talk with the outstanding people who run the Chamber, and find
out how to become a member. Most of all, you'll have a lot of fun! If you want to find out more, give
me a call at <phone number>. Or just drop by Boston on <event day and time> I look forward to
talking with you and meeting you. Take care!
Regards,
169

Jim Karter
encl: <List of enclosed items goes here>
Boston, MA 02123
03/16/05
<Recipient Address Goes Here>
Hello,
At Abc Company, we realize that customer feedback is becoming more and more critical to doing
business efficiently. After all, if we don't know what our customers want, we can't serve them, can we?
That's why I'm writing to ask you if you would be interested in helping organize a focus group for
some local customers.
What I'm proposing is this: <description of focus group>. All you would need to do is make a few
calls and find some interested customers. <work you need from the other party>.
I think such a focus group will really give both our businesses a clear idea of how to best serve our
customers and become more profitable. I will give you a call <time you will call> to talk over the
matter further and see if we can get this together. Thanks for your attention.
Regards,
Jim Karter
encl: <List of enclosed items goes here>
170
Oxford, 2003
York, 2002
171
27.1. INTRODUCERE
27.3. PUNCTUATION AND SPELLING IN EMAILS
27.1. INTRODUCERE
Importana punctuaiei
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Ten Common Grammar, Punctuation, and Spelling Errors to Avoid

in Business Writing
When will I ever use this? you may have thought as you sat in
that high-school English class. Now, all grown up, you find
yourself writing far more than you ever would have expected. Emails, proposals, letters, and rsums the written word is
everywhere, even in the electronic age.
Writing might not be your strength, but the way you write still says
a lot to employers, clients, and co-workers. Like coming to a job
interview in torn jeans and a stained sweatshirt, sending out poorly
dressed written communication (with misspellings, grammar errors,
and misplaced punctuation) will cause others to think less of your
ability to do your job well.
Though grammar, spelling, and punctuation errors abound in our
culture, Everybody else is doing it wont fly as an excuse with
your employer or clients any more than it did with your mother
when you were a teenager. And while some grammar rules are
changing (such as the ban on starting a sentence with and), rules
dont always change simply because a multitude of people break
them. Some common errors can completely change the meaning of
a sentence; others simply make the writer look sloppy. Even a few
errors can make the difference between an outstanding presentation
and a No, thank you from a potential client.
Just in case you spent more time in your English class checking out
the cutie next to you than you did learning the rules of language,
here are ten common errors to avoid when you write your next
business communication:
1. Its and Its are two different words. The former is a
173

possessive, meaning it shows that one thing belongs to another. The
latter is a shortened form of it is. Incidentally, contractions, such
as its, theyre, and Id, are perfectly fine for informal writing and
are becoming more acceptable in formal writing. To be cautious,
however, you may want to write out the longer form of what you
want to say.
2. Theyre, their, and there are also different words. The first
means they are, the second means belonging to them, and the
third means that place away from here. The same goes for
youre (you are) and your (belonging to you).
3. Avoid using they and their when talking about one person.
The grammar rule that applies here is that all the nouns, verbs, and
pronouns in your sentence have to agree. In other words, if one is
plural, they all should be. Most people remember this rule from
English class (even if they failed to pay attention), but misusing
their has become a popular solution to the problem of offending
someone by saying his whenever a persons gender is unknown.
Instead of saying, Each person submits their own time card, it is
correct to say Each person submits his or her own time card.
Using his or her does get awkward in longer documents, so it is
better to reword the sentence to avoid the pronoun: Each person
submits a time card or (where accurate) to make other nouns and
verbs plural: The people all submit their own time cards.
4. Simple plurals do not require an apostrophe. This rule is basic
but frequently broken. How often do you see a sign on a house that
says, The Browns? If the Browns live there, it should either read
The Browns (a label) or The Browns (short for The Browns
house). Products for sale often violate this apostrophe rule, so an
apostrophe within a plural is sometimes called the greengrocers
apostrophe. Apples for sale is grammatically incorrect. The
phrase needs to lose an apostrophe or gain a possession: Apples
for sale or Apples core for sale.
5. Quotation marks are needed less often than you might expect. In
general, they should be used for quotations (the exact words
someone said), direct references to a phrase, word, or letter (the
letter s) and irony or euphemisms (she was sick on that sunny
day when she missed work). A sign that misuses quotation marks
(Apples for sale) suggests that those apples arent really apples
but something else that looks like them.
6. A complete sentence requires a subject and a main verb.
Somebody does something. If you are missing a subject or a main
verb, you have a phrase. A phrase should not have a period at the
end of it. Submitting my work is a phrase. I am submitting my
work is a sentence.
7. Job titles should not be capitalized unless they are used directly
before a name, as part of the name. Capitalized job titles are so
174

common that when you start writing them correctly, with lowercase
letters, you can almost be certain someone will tell you it is wrong.
A few exceptions do exist (such as the President of the United
States of America), but most titles used in sentences should be
written like this: The president of XYZ Company spoke today. If
you say, XYZ Company President Xavier Y. Zelinsky spoke
today, the title is appropriately capitalized.
8. This should nearly always be followed by a noun. Frequently,
after describing a complex idea, writers will say something like,
This is not what we want. Sometimes it is clear what this
means, but usually the previous sentences have so many nouns that
the reference is too vague to be useful. It could mean this concept
is not what we want or this effect is not what we want or even
this color is not what we want. Specify what you mean by adding
a noun after every this.
9. Avoid overusing passive voice. Mistakes were made is not
much of an apology because it does not accept responsibility. I
made a mistake is much better grammatically. To discover how
often you use passive voice, search your document for the words
are, were, was, and is. If any of these sentences include the
word by or could include it (Mistakes were made by both of
us), they are written in passive voice. Rewrite each sentence so
that the subject takes responsibility for the action. Passive voice
does have a few legitimate uses, such as when the person or thing
responsible for an action is unknown or irrelevant, but many
mediocre writers use and overuse passive voice without cause.
10. Spelling counts. At least one cash register has a sign beside it
that says, No checks excepted. That sign suggests that the
business will take any check you write it makes no exceptions.
What the owners really meant to say is No checks accepted. This
example is just one of many where the meaning of our written
language can be completely changed by one mistake.
Do run your computers spelling and grammar checks, but dont
count on them to keep your writing error free. Sometimes these
tools miss spelling errors or tell you that your grammar is wrong
when it is not. If writing is not your strength, ask someone who
paid attention in English class to proofread your business writing.
Better yet, brush up on your written language skills by reading a
book or two on the subject. Many, such as Eats, Shoots and Leaves
by Lynne Truss, make English more interesting to those who arent
naturally fascinated by words and sentence structures.
(englishgrammar.com)
175

AUTOVERIFICARE
Do Grammar and Punctuation Matter in Business?
Londons Evening Standard has recently been running a campaign to improve literacy in
London. It has published a series of reports that highlight the capitals poor literacy rates which affect
the population from primary school children to disenfranchised school leavers through to recent
graduates new to the corporate world. The paper suggests that the British education system is failing to
equip our children with the fundamental basic skills to help them enter the job market. This can range
from an inability to read basic instruction manuals through to poorly constructed emails to customers
or more complex business reports or proposals.
Recruiters are finding that many CVs and letters of application just arent up to scratch and four in ten
job applications are rejected due to poor grammar and spelling. Even the best candidates often need
help with their basic skills and the CBI has quoted that 17% of British firms are concerned by the low
literacy skills of graduates.
It is strange that many British employees demonstrate a lack of concern regarding the accuracy of their
written communication and are either unaware of or unconcerned by basic errors in grammar,
punctuation and spelling. The ubiquitous use of email and instant messaging means that written
communication is much quicker and more immediate than ever before. However, this should not mean
that it is of a lower standard or lacking in professionalism. A misplaced apostrophe, the use of text
abbreviations or poor grammar can all cause misunderstanding, frustration and leave a poor
impression on the readers screen. Few of us would attend an important meeting or job interview with
a stain on our jacket or unkempt hair and so why would we think it acceptable to send written
communication that we have not checked for visible errors?
Many organisations tackle these issues early on and include basic business writing skills courses as
part of their training offering to new recruits. Only when elementary errors of grammar and
punctuation have been rectified can employees then go on to develop more sophisticated writing skills
that will enable them to convince colleagues, persuade clients and win business for their organisations.
Review the rules for full stops, commas and capital letters. Then rewrite the email,
putting in a) capital letters b) four full stops and c) two commas.
176

A full stop (.) is used at the end of a sentence. A comma (,)
is used:
like a brief pause in speech, to make the sentence easier to read.
to separate words in a list (except for the last two items where we use and).
after many linking words that come at the beginning of a sentence (like However). Capital
letters (also called 'upper case' letters) are used:
to begin a sentence.
for names of people, places, events and organisations.
for job titles.
for nationalities and languages.
for calendar information like days, months etc.
Oxford, 2003
York, 2002
177
28.1. INTRODUCERE
28.3. WRITING PERSONAL BUSINESS LETTERS
28.1. INTRODUCERE
Redactarea unei
..afaceri
scrisori
personale
de

NVARE

redactrii unei scrisori personale de
..afaceri

NVARE
What Is a Personal Business Letter?
A personal business letter is written from an individual to a

company or organization. Such a letter can be written for a number
of reasons: to resolve a problem like an error on a bill; to request a
return or exchange of a product; to praise the good work of an
employee; or to ask for a donation of time, money, products or
services for a benefit. Whatever the reason, a personal business
letter is written on a blank piece of paper, not on letterhead.
Consider the following the next time you must write one.
Page Setup
Use 1-inch margins on the top, bottom and sides of your

page. If your personal business letter is short, increase the
top margin to 2 inches and the sides to 1 inches. Use an
easy-to-read font like Times New Roman, Arial or Cambria
at 11- or 12-point font size. Single-space your lines.
Letter Style
If using the block letter style, all lines begin at the left
margin. For modified block style, begin the date and
closing lines at the center of the page instead of the left
margin.
our Address and the Date
Your address (also called the sender's address) begins on

the first line of the page, and all typically abbreviated terms
like street, apartment or boulevard should be spelled out
(for formality). Don't forget the comma between the name
179

of your city and the two-letter abbreviation of your state.
Leave no blank space between the last line of your address
and the date, which is the day the letter is completed or
sent. Type the month, day and year on the first line,
spelling out the month. For example, type "September 27,
2008" instead of "Sept. 27, 2008" or "9/27/08." Don't forget
the comma between the date and the year. If you are using
the modified block style, begin typing your address in the
center of the page instead of the left margin.
Recipient's Name, Company Name and Addresses
Four lines (or 1 inch) below the date, type the recipient's
name beginning with "Mr." or "Ms." Use both the first and
last names, followed by a comma and the recipient's title
(e.g., Manager, Supervisor, Coordinator). On the next line
type the company name, followed by the company's
address (also called the inside address) using no
abbreviations except that of the state.
Salutation
One blank line later, type the salutation using the same
name used in the inside address, beginning with "Dear."
The salutation in a personal business letter should end with
a colon. For example, "Dear Ms. Lucinda Jones:"
Body
In a personal business letter, the body begins on a blank

line following the salutation. Single-space and left-justify
each paragraph in the body, leaving a blank line between
paragraphs. Conciseness is key: Begin with a friendly
opening followed by the purpose of the letter. The second
paragraph should justify the purpose; provide details like
account numbers, invoice numbers, dates of shipments or
services, and product or employee names to help your
reader and your cause. Provide only pertinent background
and supporting information, keeping in mind that your
reader is busy. The last paragraph should restate the
purpose (from the first paragraph) and if necessary request
some type of action.
Closing and Recordkeeping
The closing of your personal business letter should be left

justified unless you're using the modified block style,
which requires beginning the closing in the center of the
page. If your closing is more than one word (for example,
"Thank you" or "Sincerely yours") capitalize only first
letter of the first word and use a comma after the last word,
not a colon as suggested after the salutation. Three blank
lines later, type your full name. You may print your letter
180

and physically sign your name between the closing and
your typed name if you wish.
Personal business letters are recorded communication

between you and a business. Therefore, it is a good idea to
keep a copy of personal business letters you write. If you're
concerned about their arrival via mail, certify them at the
post office before sending them so that you know when the
company receives your letters.

AUTOVERIFICARE
Personal-Business Letters: Question Preview (ID: 289)
Below is a preview of the questions contained within the game titled PERSONAL-BUSINESS
LETTERS: This Test Is A Quick Review For The Personal-Business Letters Quiz That We Will
Take In Class. Make Sure To Study Your Notes Carefully. To play games using this data set, follow
the directions below. Good luck and have fun. Enjoy!
Which of the following is NOT an example of a personal-business letter?

a) Cover/Application Letter b) Product Complaint Letter c) Groundbreaking Ceremony Letter d)
Thank You Letter
What is the format for a personal-business letter?

a) Modified Block b) Semiblock c) Block d) Justified
What are the margins for a personal-business letter?
a) 2 inch top, 1 inch right, 1 inch left, and 1 inch bottom b) 1inch top, 1 inch right, 1 inch left,
and 2 inch bottom c) 1inches on all sides d) 2 inch top, 1.5 inch right, 1.5 inch left, and 1 inch bottom
What
part
of
the
letter
tells
how
to
contact
a) Inside or Letter Address b) Return Address c) Complimentary Close d) Salutation
181
the
writer?
Sincerely is an example of...
a) Complimentary Close b) Inside or Letter Address c) Name of Writer d) Salutation
Block format means all parts of the letter...

a) begin at the left. b) are tabbed. c) are centered. d) begin at the right.
Dear Mrs. Smith is an example of...
a) Name of Writer b) Complimentary Close c) Body d) Salutation
Which of the following is NOT a reason references initials are included?
a) Someone other than the writer types the letter. b) To reply back to the letter c) In case there is
a typing mistake d) The writer does not have time to type the letter.
After which two parts of a personal-business letter are there supposed to be quadruple spaces?
a) Salutation and Complimentary Close b) Date and Return Address c) Return Address and
Salutation d) Date and Complimentary Close
What is it called when there is no punctuation after the salutation and complimentary close?
a) Open Punctuation b) Closed Punctuation c) No Punctuation d) Mixed Punctuation
182
Oxford, 2003
York, 2002
183

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UNIVERSITATEA CRETIN DIMITRIE CANTEMIR

FACULTATEA DE RELAII ECONOMICE INTERNAIONALE BRAOV

CORESPONDEN COMERCIAL N LIMBA

MANUAL DE STUDIU INDIVIDUAL

FORMAL AND INFORMAL LANGUAGE

WRITING A COVER LETTER

MISSING WORDS AND ABBREVIATIONS IN BUSINESS CORRESPONDENCE

REPLYING TO A JOB APPLICATION

KEY PHRASES IN LETTER WRITING

BUSINESS ENGLISH COMMERCIAL CORRESPONDENCE

OPENING AND CLOSING

INFORMATION, ACTION, HELP

WRITING ADJUSTMENT LETTERS

ARRANGING A MEETING EMAILS

INVITATIONS AND DIRECTIONS EMAILS

BUSINESS ENGLISH COMMERCIAL CORRESPONDENCE

WRITING REMINDER LETTERS AND COLLECTION LETTERS

NEGOTIATING A PROJECT EMAILS

REPLYING TO REMINDER LETTERS AND COLLECTION LETTERS

CHECKING UNDERSTANDING EMAILS

WRITING EMPLOYEE RELATION LETTERS

COMMON MISTAKES IN EMAILS

WRITING CUSTOMER RELATION LETTERS

PUNCTUATION AND SPELLING IN EMAILS

WRITING PERSONAL BUSINESS LETTERS

BUSINESS ENGLISH COMMERCIAL CORRESPONDENCE

Dup parcurgerea acestui curs, studentul va dobndi urmtoarele competene generale i

identificarea de termeni, relaii, procese, perceperea unor relaii i conexiuni n

generalizarea, particularizarea, integrarea elementelor teroetice n crearea

BUSINESS ENGLISH COMMERCIAL CORRESPONDENCE

relaionri ntre elementele ce caracterizeaz activitile de coresponden de

reacia pozitiv la sugestii, cerine, sarcini didactice, satisfacia de a rspunde la

Cursul este compus din 28 uniti de nvare:

FORMAL AND INFORMAL LANGUAGE

WRITING A COVER LETTER

MISSING WORDS AND ABBREVIATIONS IN BUSINESS

REPLYING TO A JOB APPLICATION

KEY PHRASES IN LETTER WRITING

OPENING AND CLOSING

Unitatea de nvare 10.

Unitatea de nvare 11.

INFORMATION, ACTION, HELP

Unitatea de nvare 12.

Unitatea de nvare 13.

Unitatea de nvare 14.

Unitatea de nvare 15.

Unitatea de nvare 16.

Unitatea de nvare 17.

WRITING ADJUSTMENT LETTERS

Unitatea de nvare 18.

ARRANGING A MEETING EMAILS

Unitatea de nvare 19.

INVITATIONS AND DIRECTIONS EMAILS

Unitatea de nvare 20.

WRITING REMINDER LETTERS AND COLLECTION LETTERS

Unitatea de nvare 21.

NEGOTIATING A PROJECT EMAILS

Unitatea de nvare 22.

REPLYING TO REMINDER LETTERS AND COLLECTION

Unitatea de nvare 23.

CHECKING UNDERSTANDING EMAILS

Unitatea de nvare 24.

WRITING EMPLOYEE RELATION LETTERS

Unitatea de nvare 25.