1.

Opening sentence

2. Making/Replying a request

3. Making/Replying to a complaint:
4. Making/Confirming/Changing arrangements

5. Ending

NOTE:
In formal emails/letters, use “look forward to”
In informal emails/letters, use “be looking forward to”
Formal emails/letter: are usually sent to people you don’t know/do not know very well or
outside the company (clients, customers, business partners/managers.
Informal emails/letter: are usually sent to people you knows and/or colleagues.
There are 7 main parts in an email/a letter.

1. From: Address/Name of the sender

2. To: Address/Name of the receiver
3. Subject/ Date:

4. Greetings:
When you don’t know the receiver’s name, use:
- Dear Sir/Madam,
- To whom it may concern,
When you’ve already known the receiver’s name, use:
When you write to a group:

5. Body of Message
6. Signature: Sign your name with your position and workplace

7. Attachment/ Enclosure:
Attachment: document attached in EMAILS
Enclosure: document enclosed in LETTERS

I. READING
Task 1: Read the passage and decide if these following statements are TRUE (T), FALSE (F)
or NOT GIVEN (NG). Write T/F/NG on the box.
Dear Jeff,
I was hoping to be able to talk to you about my problem, but as you know I have to visit a lot
of customers this week. I am aware that you are extremely busy as well. Whenever I’m in the
office, you are in a meeting or in one of our branches.
For that reason, I have decided to write instead. So at least when we meet we’ll both have had
time to think about what to do.
I’ll go straight to the point. I have been here four years. I love this company, and I think our
sales team is great. Maybe I should say it was great. Since Dan, Bert and Phil started working
here, things have deteriorated a lot. I and my colleagues certainly do not mind them being
much younger than the rest of us.
What we do mind, though, is their being so un-cooperative. For example, they never share
any information about customers with us. Besides, they are arrogant and sometimes even
rude, not only towards us, but towards customers as well. Some of our long-standing
customers have told us. I would be very surprised if you hadn’t heard any of those complaints
yourself.
It has become very difficult for me to work with those new reps. They have destroyed our
team spirit, and I’m afraid they are damaging the image of our company as well. I think that
customer service is important, that’s why I was proud of working here.
I and some of my colleagues are now quite demotivated. I’m afraid that if things do not
improve, I won’t be able to work here much longer.
I hope we can meet next week to discuss all this. Thanks for your time.
Best wishes,
Max

1. Max cannot meet Jeff because they’ve had mismatched schedule.

2. The presence of three new salespeople makes the work better although they are all young.
3. Max and the younger colleagues cannot get along with each other.
4. Jeff has received several complaints about those new employees.
5. If Dan, Bert and Phil don’t leave, the email writer will leave instead.

Task 2: Reading the following letter and answer the questions with NO MORE THAN
FOUR WORDS AND/OR A NUMBER.
BUGS and BEANS Coffee Shop
Museum of Natural Science
401 E. Rosser Ave.
Columbus, OH 45021
Tel: (502) 235-4678 Fax: (502) 235-4688
Mr. Galoob,
Galoob Ceramics
PO Box 356
Frisbie, NY 02615
Dear Mr. Galoob,
Thank you for sending me a copy of your latest ceramics catalogue. You have been sending
us your catalogue here at the museum for several years, and I always look forward to reading
it. I was amazed yet again at the variety and creativity that you have displayed in your work.
Your vases and bowls are quite exquisite! They look so realistic. They really do resemble the
plants and animals that they are modelled after. I would like to order 50 more of the lady bug
bowls. They are perfect for holding sugar cubes, but unfortunately we have had a lot of
breakages this year. However, it was the scorpion cups that really grabbed my attention.
According to the catalogue, they are available in small, medium, and a limited number of
extra-large sizes. I am interested in purchasing approximately 25 of the extra-large scorpion
cups. If they are popular, I may consider ordering more, if the museum has the budget. Please
send me available product list. I would appreciate receiving it by fax.
I look forward to hearing from you, and hope that we will be able to continue doing business
for a long time to come.
Sincerely,
Linda Trump,
Manager, Bugs and Beans Coffee Shop

1. What catalogue has Mr. Galcob sent to the coffee shop?

2. What does the coffee shop often use to hold sugar?
3. What size of scorpion cups would she like to buy?
4. What does Linda Trump require?
5. How should the ceramics company respond?

Task 3: Read the following letter and answer the questions with NO MORE THAN FIVE
WORDS AND/OR NUMBERS.
NATIONAL PARK SERVICE
1849 C Street, N.W.
Washing ton, DC
JUN 12th 2014
Michael Watts
Merced, CA
Dear Mr. Michael,
Thank you for your letter regarding the use of unmanned aircraft in national parks. I am
Cameron, responding on behalf of myself and Christine Lehnertz, Regional Director, Pacific
West Region. We appreciate your long-standing interest in national parks and are thrilled that
you enjoy visiting national treasures such as Yosemite and the Grand Canyon. The National
Park Service has a tremendous responsibility to protect these special places that have been set
aside for the enjoyment of current and future generations of visitors.
We regret that you had an unpleasant experience at Grand Canyon National Park on April 14,
2014. Recently, the United States has seen a dramatic growth in the use of remote controlled
aircraft. Based on improved technology and relatively low cost of purchase, these devices
have become very popular and are starting to appear more and more in national parks. As
with any new recreational activity, we have an obligation to assess the impacts of the use of
these devices on park resources and visitors before they are allowed in parks.
Your experience at the Grand Canyon demonstrates the negative impacts that unmanned
aircraft can have on park resources and visitors. For these reasons, Grand Canyon National
Park prohibits operating unmanned aircraft, including radio controlled aircraft, in the park.
This prohibition is found in the Superintendent's Compendium which is available on the park
website. Had a park ranger witnessed the use of the device over the canyon, the operator
could have been cited for violating the law.
We are currently working on interim policies that will prohibit the use of unmanned aircraft
in all national park areas until the impacts are evaluated. Our overriding goal will be to
protect park resources and provide a safe and enjoyable experience for park visitors.
Thank you again for your long-standing support of National Parks and for reporting this
incident to us.
Sincerely,
Cameron H. Sholly
Associate Director,
Visitor and Resource Protection

1. Who is Cameron?
2. How many responsibilities does the National Park Service take?
3. What is the bad experience that Michael had?
4. When will the visitors be allowed to operate these devices?
5. What style is this letter?
II. WRITING
Task 1: Put the words in the right order to make meaningful sentences.
1. I/ will/ continue/ business/ for/ be/ hope/ / able to/ doing/ we/ a long time.

2. How/ the contract/ about/ the/ discussing/ new/ with/ contact person?

3. Thanks/ please/ your/ for/ my answer/ find/ written/ email,/ below.

4. They/ get back/ I/ on/ information/ you/ so/ will/ to/ back/ to/ are/ the 9th,/ with/ the/ asap.

5. Let/ if/ received/ you/ me/ have not/ know/ the report.

Task 2: Complete the sentences using the given words.

1. We/ be/ happy/offer/ you/ salary/ we/ discuss/your interview/ yesterday.

2. If/you/ have/ more questions,/ please/ not hesitate/ contact/ me/ at/ my office.

3. I/ hope/ this/ not go to/ cause/ you/ too much/ trouble.

4. I/ can/ confirm/ that/ Friday morning/ 9 a.m./ be/ convenient/ us.

5. Thank/ you/ your prompt attention/ this matter.

Task 3: You are a team leader. You are going to be on business. Write an email (120-140
words) to your team members. Your email/letter contents should include the following
information:
Inform them when you are going to be on business
Tell them who will be the contact person while you are away
Ask them for their business dates so you can put them in the diary
Attach a worklist that the team members need to complete in period of your business

III. LISTENING
Task 1: Listen to a conversation and answer the following questions with NO MORE
THAN FOUR WORDS.
1. What does the manager want John to write?

2. What position is Philip Smith in Smith & Co. Company?

3.What is the purpose of the letter?

4. What does John need to include with the enclosure?

Task 2: Listen to a short talk and decide if these statements are True (T) or False (F).
Write T/F on the box.
1. People now write or reply emails in anywhere they find convenient.
 2. A car company in Germany allows their workers to automatically delete work-related
emails.

3. According to the company’s spokesman, a work-free vacation will help their employees
work better afterwards.
4. The company’s mail system is called “Holiday on Mail”.
5. The speaker says all customers like this mail system.

Task 3: Listen to a man taking about the impact of email on his life. Complete the
summary with NO MORE THAN TWO WORDS.
Before computers appear, the man often wrote one or two (1)……………… a week. But
now, with email, he is kept busy because his inbox is rarely (2)…………………. One
problem is that most of them are not (3)………………... They are called junk mails, also
known as (4)………………….. which contain marketing information. On the other hand, he
can get quick replies via email, especially from a company in (5)
………………………………..