UEB3012 - Module 3

PROGRAM KERTAS PENERANGAN

DIPLOMA VOKASIONAL MALAYSIA,
KOLEJ VOKASIONAL KPM

KURSUS ENGLISH FOR BUSINESS

SEMESTER DIPLOMA SEMESTER 3
NO. DAN TAJUK MODUL
03 – BUSINESS CORRESPONDENCE
KEBOLEHAN / ABILITIES Demonstrate the correct use of relevant business
correspondence to respond to a variety of
workplace situations.
( A3, PLO 3 )

OBJEKTIF MODUL / At the end of the module, students will be able to:
MODULE OBJECTIVE 1. prepare correspondence for business

situations.
2. analyze the situation (audience, context, and

purpose) of business communication.
3. use the standard formats for business

workplace documents.

NO. KOD / CODE NO. / NOSS UEB 3012 Page : 1 - 26

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BUSINESS CORRESPONDENCE

COURSE GOALS AND OBJECTIVES:
The goal of this module is to teach students to analyze workplace situations using
problem-solving techniques and then prepare effective responses for business
messages and reports.
The module is targeted at improving students' abilities to plan and strategically write
letters, e-mail, memos, proposals, and reports
In the process students must demonstrate their subject knowledge and problem solving
skills in producing various business correspondence in different workplace scenarios.

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WEEK 4 TOPIC : BUSINESS CORRESPONDENCE - 2 HOURS
FORMAT AND STRUCTURE.

BUSINESS CORRESPONDENCE

4.1 Introduction to Business Writing

Discuss the following questions in small groups.
 What kind of writing is expected in your occupation?
 What aspects of business writing do you find most difficult?

a. Writing clearly and concisely
b. Reporting information
c. Using the appropriate degree of formality
d. Using appropriate business-writing conventions
 What types of business writing do you feel you need to work on? Why?
a. Emails
b. Memos
c. Formal letters (e.g., letters of complaint, cover letters, letters of enquiry)
d. Workplace reports

4.2 Points to consider in business writing

Before you start writing your e-mail, memo or report , consider the following
points and keep in mind the Purpose, Reader and Content. ( PRC )
1. Purpose

What is your purpose for writing?
o To inform
o To persuade
o To complain
o To request
o To recommend / suggest
o To explain

2. Readers
Who are your readers?
o Supervisors
o Manager
o Customers
o Technicians
o Employees
o Colleagues

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3. Content
o What information or explanation do you want to convey?
o What information does my reader want?
o What terms or language should you use to avoid misunderstanding?

Let’s begin by looking at the differences between the 3 types of correspondence. Take a
few moments with a partner and identify what you think are the differences between
business letters, E-mails and memos.

LETTERS: E-MAILS: MEMOS:

Business E-mails and Memos
1) Modes of transmission?
2) Permanent or temporary record?
3) Formal or Informal
4) Recipient? Individual ? Group?
5) Internal or external?

So, although there are similarities, the style of writing, language choices and layout of
the three types of business correspondence need to be kept in mind.
The style and degree of formality you choose will vary if you are writing to a customer,
your boss, a colleague or one of your employees. Below are some rough guidelines to
help you decide on an appropriate style for your reader.

Less Formal More Formal

Within the company Outside the company
Someone you know well Someone you do not know well
Single reader Multiple readers
Equivalent status or Subordinate Superior status

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4.3 LET’S PRACTISE
Look at the following situations and decide on the most appropriate way of
communicating the message. In some cases, more than one method of communication
may be appropriate
a. by memo
b. by letter
c. in person
d. by email
e. by phone

Situations Method

The personnel manager wants to inform all staff that there have been changes
to the company working hours. Staff can find information about the changes on
the company website.
The Human Resources department wants to inform the staff that the company
is offering free coffee three times a week during the lunch hour.

The administrative assistant needs to arrange a meeting between a client and
two members of the sales department.

The manager is going to a meeting in another city. She would like her
secretary to book the flight and hotel.

There is a new company policy. No one is allowed to make calls while on duty.

The accounts clerk has not received payment from a customer. The invoice is
now 60 days overdue

An employee wants to invite all colleagues to lunch on his birthday.

Some staff members have been leaving dirty dishes in the lunchroom. The
administrative assistant wants to remind everyone to clean up after
themselves.

An employee would like to request a month maternity leave.

The personnel manager wants to inform a staff member that she will be
receiving a pay increase effective next month.

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4.4 FORMAT

LETTERS
Business letters give an impression of the company in many different ways:
When writing a business letter (or any other business communication) your aim should
be to ensure a high standard in each of these four key areas. A well-presented
business letter may lead to an important business contact.
What is important in writing a business letter?

Presentation Structure

Language Tone

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AIM Categories of business letters:

Confirmation To confirm arrangements made between sender and
recipient
Acknowledgement To acknowledge receipt of a letter, order or other item
Enquiry To request information or prices
Reply To respond to an enquiry
Complaint To criticize poor service or goods
Adjustment To respond to the complaint and hopefully make amends
Sales letters To sell goods or services
Circular letters To reach a certain group of people (customers/staff)

4 POINT PLAN

When you write business letters, remember these 4 main points:

OPENING / Refer to letter received, previous meeting or call
INTRODUCTION Introduce to matter / subject
DETAILS
ACTION Give points in logical order with separate paragraphs
where appropriate
CLOSING
tell the reader what action you want him/her to take
as a result
of your message. Or
action that you will take after all the
points you have mentioned.
Finish with a simple one-line close – a relevant one-
liner.

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The Opening Paragraph

The opening paragraph of a business letter begins by telling the reader the reason for

writing.

It is usually stated directly and clearly. For example:

• I am writing to … apologize for … * I wish to ask …

• I would like to … inform you about … * I would like to enquire about …..

• This letter is to complain about … * I want to ….

• This is to … apply for …

Imagine you are writing letters for the following situations.
 Write an opening sentence that states your reason for writing.

1. You were charged for telephone calls you didn’t make.
2. You are an insurance agent and made a mistake on a client’s policy.
3. You want information about a company’s services.
4. You want to ask your lecturer for help.
5. You are applying for a job.
6. You want to complain about a policy being implemented by your company.
7. You want to cancel your Internet service.
8. You want to confirm the conditions of a sale that you have with a customer

NO Opening Sentence
1
2
3
4
5
6
7
8

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LETTER OF ENQUIRY

Company Logo and name CROWN COMPUTERS
Address 234, Jalan Kemunting,
Telephone & Fax number 56700 Taiping, Perak
Email and website Tel : 05-7658987 Fax: 05-7888987
Email: [email protected]
Website :www.crowncomp

Reference / Filing Our ref:
Reference
Date 2nd May ……

Name of receipient Mr Danny Toh,
Designation/Post The General Manager,
Address STL Mainframes,
77,Jalan Bantu,
45678 Kuala Lumpur.

Salutation Dear Mr Toh,
Title/Heading
State purpose Enquiry about laptops

With reference to the above, I wish to enquire about the ADT
laptops that your company supplies.

Body of letter 2. Our company is in urgent need of 30 laptops for our
Separate ideas or point employees. We have a budget of RM60,000 and requires
State clearly information laptops with a configuration of 15GB RAM and screen size of
needed 15.6 inches. We need lightweight laptops with pre-installed
Windows 10.

3. Please give us more information models of laptops which
has the above specifications. We would appreciate it if you can
send us catalogues for us to consider.

Polite appreciation 4. We look forward to hearing from you soon. You can call me
at 05-6780567 or email me : [email protected]
Complimentary close
Thank you.
Signature Yours faithfully,
Name
Designation Anton Lim
HR Manager

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REPLY TO AN ENQUIRY

It is good business practice to reply to an enquiry immediately. In the letter:
 thank them for the enquiry
 give all relevant information
 express hope of better business relations in future

Company Logo and name STL Mainframes,
Address 77, Jalan Bantu,
Telephone & Fax number 45678 Kuala Lumpur
Email and website Tel : 03-4458987
Email: [email protected]

Reference / Filing Our ref:
Reference
Date 6th May ……

Name of receipient Mr Anton Lim,
Designation/Post The HR Manager,
Address Crown Computers,
234, Jalan Kemunting,
56700 Taiping, Perak

Salutation Dear Mr Lim,
Title/Heading
Enquiry ADT laptops
State purpose
Thank you for your letter dated 2nd May enquiring about our
Body of letter ADT computers.
Separate ideas or point
Give information based on 2. We are pleased to inform you that the laptops that you
the enquries. require are available. However, our company has produced
newer models which may be more efficient.

3. I enclose a catalogue of our products and our sales
representative can give a presentation of the products at a date
that is convenient to you.

4. You can contact me to make appointment or if you have any
queries. Looking forward to business with you.

Thank you.

Polite appreciation Yours faithfully,

Complimentary close Danny Toh
General Manager
Signature
Name
Designation

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Read the letter below.
LETTER OF COMPLAINT

When writing a letter of complaint:
1) explain the reason for your complaint and include relevant details
2) tell how you are expecting the person to resolve the issue
3) state the action you will take if the matter is not resolved

When responding to a letter of complaint:
1) begin by acknowledging that the letter of complaint was received, and include the
date.
2) summarize the nature of the complaint
3) if appropriate, include a statement of apology.
4) tell the action taken or will take to resolve the issue

Number the statements according to the points given for writing a letter of complaint.

Maylee Enterprise
23, Jalan 5/16,

45600 Petaling Jaya.
Email: www.mlp.com

Our Ref : fr/4/2
Date : 5 June …….

Mr Ahmad Masuki,
KLC Furnishings,
89, Jalan Imbi,
45900 Kuala Lumpur

Dear Mr Masuki,

Re : Order No: K5678
I refer to the above order for office furniture which was made on 2nd May …..

2. Unfortunately we have not received filing cabinets which were part of the order.
We would be grateful if your company can send the cabinets as soon as possible or refund our money.

3. We look forward to hearing from you.

Yours sincerely,

KK Lim
Sales Manager

What other details do you think should be included for clarification?

1. ………………………………………
2. ………………………………………

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Complete the letter of reply to the complaint.

Sender’s …………………………………………………..
Address …………………………………………………..
…………………………………………………..
Receiver’s
Address _________________________________________________________________________
Date Your ref: ………………

The …………………………………………… Date:
…………………………………………………..
…………………………………………………..
…………………………………………………..
……………………..

Salutation Dear ………………………….
Title
…………………………………………………………………
Thank your for your letter dated ……………………….. about Order No: K5678.

BODY: 2. Our department has looked into the matter. We apologized that five Oxy Filing Cabinets
i. Aologize were not included in the delivery. This is a result of problems in the supplier’s factory. As
ii.Explain what this problem is beyond our control, we will not be able to give you a refund.
you have done
and what will 3. We expect to receive the filing cabinets by next week. They will be delivered to your
happen now company as soon as we receive them.

Thank you.

Signed off the Yours ………………………
letter

…………………………………………………

( )
The ……………….……………….

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EMAILS

EXTERNAL & INTERNAL EMAIL

In companies, email is used to convey information
1. externally (to customers/clients)
 message should sound professional
2. internally (to staff within the company).
 less formal but still to be carefully written

Emails can also be forwarded to others, so it is important not to write anything you
wouldn’t want others to read. Here are some general tips that apply to writing emails at
work:
• Make sure the subject line clearly tells reader what the message is about.
• Try to make your message concise
• Use paragraphs and bullets to make your message easier and quicker to read.
• If you send an attachment, refer to it in your email
• Always check your message for errors before sending it.
• If you are sending a sensitive message, read it carefully for tone to make sure you are

conveying your intended message.

From Sender’s email id.
To Recipient’s email id
Cc
Bcc Other individuals receiving the same mail with visible ids.
Subject
Salutation Other individuals receiving the same mail with invisible ids.
Main Body
Title or Reason for writing mail
Closing
Attachments Words like : Dear, Hi etc
Signature Line
The main content of the email
1. Introduction
2. Matter in detail
3. Conclusion
Ending statement

Attached files with emails
Sender’s name, signature or other details of contact.

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To inform of decisions/actions To request decisions /actions

To remind someone of action required MEMO To provide information of any
kind

Definition of a Memo
A memo is a document typically used for communication within a company.

The Basic Structure of a Memo MEMO
1. Heading
2. Purpose  Is a message sent to large groups of people
3. Body within a company or institution.
4. Conclusion
5. Closing  It is simply a way to disseminate information or
6. Carbon Copy “CC” make announcements regarding the operations of
a company, department or institution.
Basic structure of a memorandum
 There’s no right number of paragraphs for a
memo, though three is a good number to start
with.

1 Heading To : readers’ names or job titles
From : your name or job title
Date : current date
Subject: what the memo is about (be specific )

2 Purpose In paragraph one, state the point or main idea of your memo.

3 Body In paragraph two, provide the explanation and background data
to support your point if required.

4 Conclusion In paragraph three, conclude your memo with an action
5 Closing statement by telling your readers exactly what you want them to
do.

Regards,
Name
Job Title

Refer to Module 1 for expressions for writing emails, memos and letters.

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WEEK 5 PLAN, ORGANIZE, DRAFT AND WRITE 2 HOURS
WORKPLACE DOCUMENTS.

TASK 1
Look at the messages below. With a partner, answer the following questions.

1. What makes the first message unclear? Underline the items in the letter that
readers may find confusing.

2. What makes the second email easier to read?

EMAIL 1 Jessica Tong
Daniel Wang
To : Project
From :
Subject :

Dear Miss Jessica,
We had the meeting yesterday of the Project Management to discuss about the project. Many
things were discussed about the project and we found some problems, but the problems we
can solve with some attention to the technical details. For example, how to make extra time
for the technicians to fix the compressor? We need your help. This decision we could not
made at the meeting, and I believe we need your advice on the matter. Joe, Ahmad and Sri
attended the meeting, in addition to myself. There are some other things that we discussed
such as all the final specifications for the motor and finalization of the factory floor plan safety
features and equipment, which will to be very important. We hope you can provide us with
some guidance.

Yours, Daniel

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EMAIL 2
Read the email and underline the information that was not given in Email 1.

To : Daniel Wang
From : Jessica Tong
Subject : FGT Motor Project

Dear Jessica,
Here is a summary of the project management meeting on 5th June…. .regarding the FGT
Motor Project. My production team attended the meeting with me.
We were able to finalize the following issues:
• specifications for the motor
• factory floor plan
• safety features & equipment
However, we need your advice on how to fix the compressor.
Please let me know your availability to talk about this issue.

Sincerely,
Daniel

TASK 2
Discuss what is wrong with this e-mail message in terms of:
• structure (the four-point plan)
• tone
• format
• language

Re-write it more appropriately.

From : [email protected]
To : [email protected]
c.c
Subject : FREE?
Hi Mus. Hope all r well with you, its good to know you are now with
goh and company. Heard you are in Ipoh to hold a seminar on
business opportunities. PLS INFORM ME OF THE TIME AND DATE
if u r free. My company s interested in seminar. Call me okay???
DON’T forget

tks and byebye

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From : [email protected]
To : [email protected]
c.c
Subject :
………………………………………………………………………………………………….
………………………………………………………………………………………………….
………………………………………………………………………………………………….
………………………………………………………………………………………………….
………………………………………………………………………………………………….
………………………………………………………………………………………………….
………………………………………………………………………………………………….
………………………………………………………………………………………………….
………………………………………………………………………………………………….

Email has become one of the most popular ways of communicating in business and
everyday life.
An email message has several components:
• The recipient’s email address
• A subject line (a few words that tell the reader what the message is about)
• A salutation, e.g., Hi Jane; Dear Mr. Shelda
• The body of the message
• A complimentary closing e.g., Sincerely; Thanks; Cheers; Best Wishes
• The sender’s name There are also additional features in email such as the copy and
attachment features.

Read the email messages below and answer these questions.
1. What is the relationship between the sender and the recipient of each email

message?
2. What are the messages about?
3. Are the messages written in a formal or informal tone? How can you tell?
4. Which of the components mentioned above are included in each message?

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To : [email protected]
From : [email protected]
Subject : lunch?

Hi David, Are you free for lunch today? My treat. How about the Coffee House
at 12:30? It’s right at the corner of Brickfields and Shangri-la. Let me know if
you can make it. Tommy

1. …………………………… 3. ………………………..
2. …………………………… 4…………………………

To : [email protected]
From : [email protected]
Subject : Sales Presentation
Dear Ms Anessa,
I just wanted to confirm your presentation is at 9.00 a.m in the Crystal
Ballroom at Holiday Inn on Tuesday April 6, 20…. The hotel is located at
Jalan Rahim. The Ballroom is on the ninth floor.
So far, 20 people have registered for your workshop There will be an LCD
projector and flipchart paper in the room. Please let me know if there is
anything else you need. I will be happy to assist you.

Sincerely,

Mary Liu
HR Manager

1. …………………………… 3. ………………………..
2. …………………………… 4…………………………

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Before writing any memos, letters or emails – always plan what you want to
convey to the reader

Define
context

Edit for Identify key
clarity point

Design for Organize
impact message

You received the message from your Production Manager.

MEMORANDUM Identify
key points
To : Maslan Azlan, Sales Dept
From : Ho King, Production Manager
Date : 22 March ……
Subject : Delivery time for LXT Microchips

The manufacturing of the microchip in our factory in
China has been delayed due to the Covid19 situation.
This means there will be a delay of at least 5 weeks in
the delivery of any order for this microchip.
Contact companies that ordered the microchip and
convey the message.

Ho King

PLAN THE MESSAGE – Identify key points

Mode of communication Email

Get information on companies that ordered Tron Electronic Plan

microchips Order No. KK149

Inform company of delay and give reason Delay of at least 5 weeks

Manufacturing delayed

Apologize

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Salutation Dear ……
Subject
Opening Order No and Item ordered

Body Refer to Order No
Reason We regret to inform you …….
Apologize The manufacturing of the microchip in our factory in China has been
Assure delayed due to the Covid19 situation.
We apologize…..
Closing Will deliver once received

Thank you Draft

[email protected]

Order No: KK149 - LXT Microchips

Dear Mr Suresh,

I refer to the order of LXT Microchips from our company.
We regret to inform you that there will be a delay of at least 5 weeks in the delivery for this microchip.
The manufacturing of the microchip in our factory in China has been delayed due to the Covid19
situation.
We apologise for the delay and wish to assure you that we will deliver the order the moment we
received it.
Thank you

Sincerely, Write
Maslan Azlan Edit
Sales Manager

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VOCABULARY REFERENCE

LETTERS Introducing good news
Starting
Dear Sir or Madam I am delighted to …
Dear Mr / Mrs / Ms / Miss Brown I’m happy to … / I’m pleased to …
Fortunately … / Luckily …

Ending Introducing bad news

Yours faithfully (after Dear Sir or Madam) We regret to inform you that … Unfortunately
Yours sincerely (after Dear Mr / Mrs / Ms / … / Sadly …
Miss) I’m afraid (that) … / I’m sorry, but … / I regret
Best regards / Kind regards that …
All the best

Giving reason for writing Requesting
I am writing with regard to / about … I’d be grateful if you would send …
Could you possibly send …?
I’m writing to request / inform / enquire / Can you send …?
complain about / apply for … Please send …

Just a quick email to ask … Thanking
I’m writing on behalf of … I would like to thank you for …
I appreciate your assistance with this.

Referring to previous contact Further to our I’m grateful for …
previous meeting … thank you for … / thanks for …

With reference to your letter dated 15/6/13 … Apologising
Following your letter …
About your email … My apologies. / Sorry. / I’m sorry that …
Please accept my apology / I sincerely regret
Sending an attachment or enclosure …
I am attaching / enclosing …
Please find attached / enclosed … Inviting / accepting / declining

As you will see from the attachment / Would you like to … ? / Do you want to … ?
enclosure … Here is … That would be great. / I’d love to. / That
sounds
Offering more information or help
great.
Please feel free to contact me if you would I’m sorry, but I’m busy. / I’m afraid I can’t.
like any further information.
Arranging
Email me / Give me a call if you want any Can you meet at (time) on (day)?
more information. What day suits you?
Tuesday would suit me.
Do not hesitate to contact me if you require Tuesday is good for me.
any further assistance. Look forward to seeing you there.
See you next week.
Referring to future contact
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I look forward to hearing from you. Checking and clarifying
We look forward to working with you in the
future. I’m writing to check / confirm that … I don’t
understand what you mean …
See you soon. Do you mean … ? / Are you saying that … ?

Introducing Reporting figures and trends
The purpose of this report is to …
This report compares … approximately / about / nearly / just over / just
Here is a report on … under

Structure and signposting increase / go up / rise / grow / climb / jump /
The report is divided into three sections. rocket decrease / go down / fall / slump
Here are my findings.
This diagram shows … level out / remain steady / peak / reach a high
Please refer to table 3.1. slightly / steadily / sharply / significantly /
As this chart shows … suddenly
The following points should be noted.

Comparing Reporting and summarising results every / all
It’s similar to … / each
It’s different to …
It’s better than … many / a lot of / a large amount several / a
reasonable amount
On the one hand … but on the other … X is
… However, Y is … not many / not a lot of / a few / a small
amount none / not any / neither … nor
the top / leading / highest / major / most
important Concluding and recommending in conclusion
… / to sum up …
Reporting what was said
it can be concluded that / it was found that …
Mr X said / asked / claimed / explained / overall … / in general
pointed out / reported / suggested / told …
it is recommended that … / it is worth noting
It was agreed / announced / concluded / that …
decided / proposed / requested that … I’d suggest / recommend
we should
The chairperson summed the meeting up …

Linking words
Addition: in addition / also / furthermore / as
well as / on top of / moreover
Conditions: provided that / as long as / so
long as / on condition that / in case
Contrast: however / in contrast / in spite of /
although / even though
Give reasons: because / in order to / so that /
so as to
Result and consequence: as a result / due to
/ so / owing to / consequently

Sequencing: firstly / secondly / next / then /
finally

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PHRASES FOR WRITING EMAILS

Explaining the reason

I’m arranging a meeting to discuss …
We’re organizing a trip in order to find out …
We’re going to have an office party so that we can
… We’d like to meet up to share ideas about …

Checking people’s availability

Can you give me your availability for [days/dates]?
Could you tell me if you are available on the following dates: [dates]?
Could you let me know when you are free?
Are you free on [days/dates]?

Greeting Opening comment

Informal Hi Mary I hope you are well.
Hello Mary How are you?
How’s it going?
Mary I hope you had a good holiday
Dear Mary I hope you had a good weekend.

Formal Dear Mr Cox

Salutations: Common titles:
Dear Mr/Ms + surname (people you don’t know) Mr for men
Dear + first name (people you don’t know very Mrs for married women
well) Ms for women if you don’t know, or
Hello/Hi! (friends and people you know well) prefer not to specify, marital status

Dear Valued Customer Miss for unmarried women

When you don't know the name of a person
and cannot find this information out you may
write, "To Whom It May Concern".

Introduction

A short, clear sentence that explains what you are writing about:
ask about…
check …
explain …

I am writing to clarify …
confirm …
complain …
apologize …

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Concluding sentences

I hope the information is useful / helpful
Do let me know if you need any more information.
Can you let me know by Tuesday?
Can you let me know if you can’t come/make it?

Attachments

Please find attached …
I have attached …
Attached is …
.

Signing off

Informal Bye, Alex

James
All the best, Alex
Best, Alex
Best wishes, Alex
Regards, Alex

Formal Best / Warm / Kind regards,
Sincerely

Inviting Formal Informal
Asking for a (How) do you fancy going out to
Would you like to have dinner?
reply dinner?
Thanking We would like to invite you to … Do you want to go out for dinner?
Accepting We would be grateful if you could
confirm whether you can attend Let me know if you can come.
Rejecting Please confirm whether you are able Give me a call if you can’t make it.

to join us. Thanks for the invite.
Thank you for your kind invitation. Thanks for the invitation.
I am very grateful for your invitation.
I can confirm that I will be able to Yes, I’d love to come.

attend. Yes, I’d ve to.
I would very much like to come. Yes, I’d really like that.
I would be delighted to attend.

I regret I am unable to attend due to a I’m afraid I can’t make it as I’ve already

prior engagement. made plans.

I would like to accept, but … Sorry, I’ve got something else on then.

Final paragraph I look forward to hearing from you See you soon.
soon. I can’t wait to hear from you.

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PHRASES TO USE IN BUSINESS LETTERS AND EMAILS

Request for information
I am writing to inquire about . . .
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/Attached 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 . . .
(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 . . .

25

Formatting Business Email
When using email in business, most of the guidelines for standard formatting in business
letters apply. Here are a few differences:

• Choose a subject line that is simple and straightforward. Refrain from using key
words that might cause an email to go into another person's trash box.

• Repeat the subject line in the body of the email, beneath the salutation (as with a letter).
• Use the "cc" address line to copy more than one person with your correspondence.
• You can request a receipt for important letters. The system will automatically

let you know when someone has opened your email.
• Instead of a signature, include your typed name, and below it include your email

address, business name and address, phone and fax number, and website if
appropriate.
• Remember that people often print out emails, so your own email address and the
subject line would be lost if you had not included them in the body of the email.
• Internal electronic mail may be formatted more like a memo than a formal letter.

Remember to REWRITE!

Read a text that’s similar in style before writing.
Edit your work for typical errors and false friends.
Write using clear layout with titles and headings.
Remember to use a spell-check.
Ideas work best when there is only one per sentence.
Take a break before writing your final draft.
End your writing in an appropriate manner/way.