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1.2. Identify the different parts of the e-mail body (opening greeting; contents; closing remarks) Opening greeting: . Closing remark: 1.3. Which part of the e-mail is the most formal and polite? Underline the expressions that refer to this style. .. 1.4. Identify in the e-mail body three different verb structures: Imperative: If-clause (conditional sentence) Conditional: .. 2. What are the following extracts about? Underline the REQUESTS for action.
A. Thank you for your e-mail. Please, change your reservation as soon as possible. If you wait until the day of travel, you will have less chance of obtaining a place on the later sailing. B. Please contact me urgently on 0124 347767 concerning your account. Alternatively if outside normal office ours, contact customer care on the above number, which offers a 6am to 9pm service.
C. Thank you for your kind inquiry. We have one room left on 28th August with en-suit shower and sea view. The rate is 86.00 inclusive of breakfast. If you could give us a credit card number, we will reserve the room for you.
Formal Letters and e-mails in English
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2.1. In the third extract ( C ) above, the writer used a conditional form. Change it into a direct request using an imperative form. How does this change the effect?
.. ..
Language Summary: Writers of formal letters may need to request an action by the reader. Conditional clauses are useful because they allow the writer to make a request that will fit a number of different circumstances: If you have already paid this bill, please ignore this letter. (Phrased in this way in case the reader is offended by the request for late payment.) Conditional sentences are also used to encourage readers to do a wide range of things which the business or organisation wants: If you have not yet used all your tax allowance for the year, let us know and we recommend further investment opportunities. (The writer wants to do more business with the customer and makes a suggestion of something the reader might want to do.) Writers need to be able to vary their style to suit the request. Imperatives are used when the action by the reader is expected or understood: Thank you for your request for an application pack. Please complete the enclosed and return by the closing date. (The action by the reader is expected, because they have asked the application pack.) Actions in which the writer can demand from the reader are also expressed as a simple imperative: Please telephone your account manager to discuss the lack of funds in your account. (The writer does not need to soften this, because the reader is in the wrong!) Both uses of imperative are generally preceded by please. Actions which are more difficult or are unexpected are requested through conditional forms and modals. They are built around a basic imperative clause: Please e-mail us, and we will send your password. - If you e-mail us, we will send your password. - If you could e-mail us, we will send your password.
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B. Which are the easiest actions and which are the most difficult for the reader to accomplish? How is this reflected in the language?
Language Summary: In English direct instructions are often avoided because they can be considered rude. The form If you could is a very common polite form of request for an action by the reader. Requests for difficult actions are preceded or followed by conventional forms such as we would be (very / most / extremely) grateful; we would be glad; we would be pleased; if you could possibly E.g.: We would be extremely grateful if you could send us your passport number. If you could possibly make an appointment next week, we would be grateful.
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Language Practice
1. Imagine you work for an online bank. You have made these notes on some possible customer problems. Write an appropriate request for these actions so that a standard e-mail can be sent to every customer.
customer enquiry: a) customer requires more information b) customer wants free virus protection software c) customer receives request for account details and password d) customer wants to know when the new account is ready for use
action: fill in details below download from our website ignore and contact us immediately send a daytime contact number or e-mail address, we will confirm when the new account is live
2. Think of a situation when you need to write a formal letter or e-mail requesting an action. Make notes on the key information to include. If you are working in class, give your notes to a classmate and ask them to write the letter or e-mail. Have a look at the following unit section for tips on structure and organisation of formal letters.
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E-mail abbreviations
E-mail users have adopted abbreviations with enthusiasm, primarily because they enable users to insert common phrases into their correspondence quickly and easily. This is a list of the most commonly used abbreviations in semi-formal e-mails: AFAIK AKA ASAP F2F FWIW FYA FYI As far as I know Also known as As soon as possible Face to face For what its worth For your amusement For your information IMHO IMO IOW IRL NRN PLS POV In my humble opinion In my opinion In other words In real life No reply necessary Please Point of view
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Letters
Tips for writing letters:
If you are writing to a friend of yours, or to your brother / sister / cousin / niece, you address him/her using: Dear and his/her name (e.g. Dear Sam; Dear Claire). If you are writing to an aunt / uncle, you address him/her using Dear + kind of relation + name: e.g. Dear Uncle John. If you are writing to your mother, father, grandfather, grandmother, you write Dear + kind of relation (e.g. Dear Mum, Dear Grandma) In formal letters, if you know the name of the recipient, you sign using Yours sincerely and your full name. If you dont know the name of the recipient, you sign using Yours faithfully and your full name.
Dear Mr Potts, Dear Sir/Madam, Yours sincerely, James Rogers Yours faithfully, Jane Winters
Semi-formal letter showing respect for the recipient with whom you are on friendly terms:
Dear Mr Fox,
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Adapted from: Ronald B. Adler & George Rodman. Understanding Human Communication. (New York, Oxford: Oxford University Press, 2006) Virginia Evans, Successful Writing, Proficiency Teachers Book, (Express Publishing)
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