Commercial

Correspondence

Faculty of English for Specific Purposes

Commercial Correspondence
 COURSE INTRODUCTION

 Instructor: ______________________
Faculty of English for Specific Purposes,
FTU
Handphone:
Email:
 Duration: 10 weeks ( )
 Workload: 2 classes/week (or 1
class/week) Faculty of English for Specific Purposes
Commercial Correspondence
 CoURSE INTRODUCTION

Materials
1. Oxford Handbook of Commercial
Correspondence – A. Ashley
2. The Language of Business
Correspondence in English –
Nguyễn Trọng Đàn

Faculty of English for Specific Purposes

Commercial Correspondence
 COURSE INTRODUCTION

Objectives
 To provide practical help for students of
business and commerce in writing
commercial correspondence, mainly
letters and emails.
 To explain how to write clearly and
effectively, and point out the do’s and
don’ts within the specific areas of business
writing. Faculty of English for Specific Purposes
Commercial Correspondence
 COURSE INTRODUCTION

Areas covered
 Letter layout,  Orders
content and style  Transportation
 Emails  Complaints and
 Enquiries and adjustments
replies to enquiries  Resumés
 Offers/ Quotations  Application
letters
Faculty of English for Specific Purposes
Commercial Correspondence
COURSE INTRODUCTION

Assessment
 Attendance, homework:
10%
 Mid-term test: 30%

End-of-term test: 60%

Faculty of English for Specific Purposes

Commercial Correspondence
 Commercial
Correspondence Unit 1

Letter Layout, Content

and Style

Faculty of English for Specific Purposes

Commercial Correspondence
 Letter Layout
Main parts:
1. Sender’s 7. Subject title
address 8. Body of the letter
2. References 9. Complimentary close
3. Date 10. Sender’s

4. Inside address identification

11. Enclosures
5. Attention line
12. Copies
6. Salutation
Faculty of English for Specific Purposes
8 Commercial Correspondence
 1 Sender’s
Bredgade
51
address
DK 1260
 Usually: top Copenhagen K
right-hand corner DENMARK
 Begins at left
margin (Full-
Block format)
 No punctuation
 No company’s
name when non-
letterhead page
is used. Faculty of English for Specific Purposes
9 Commercial Correspondence
 1 Sender’s
Compuvision Ltd Warwick House
Warwick Street
Forest Hill
address London SE23 1JF

Telephone +44 (0) 20

8566 1861
Facsimile +44 (0) 20
8566 1385
In company’s Email [email protected]
www.comvis.co.uk
letterhead:
Formatted in
various ways British Crystal Ltd

GLAZIER HOUSE – GREEN LANE – DERBY DE1 1RT

TELEPHONE: +44 (0) 1332 45790 – FACSIMILE: +44 (0) 1332
51977
Email: [email protected] - www.britishcrystal.com

Faculty of English for Specific Purposes

10 Commercial Correspondence
 Bredgade 51
2 References DK 1260
Copenhagen K
DENMARK

Your ref. 6 May

 At least one blank 20__
Our ref. DS/MR
line below the
sender’s address ELECTRICAL SUPPLIES LTD
 Begins at left 29-31 Broad Street
Birmingham B1 2HE
margin in Full- Tel. 0121-542 6614
Block format.
DS/mr

Faculty of English for Specific Purposes

11 Commercial Correspondence
 2 ELECTRICAL SUPPLIES LTD
References 29-31 Broad Street
Birmingham B1 2HE
Tel. 0121-542 6614

 Can show: DS/MR

• Initials of writer/
PA or typist
DS/MR or DS/mr ELECTRICAL SUPPLIES LTD
• Filing reference 29-31 Broad Street
Birmingham B1 2HE
(date, dept. no. Tel. 0121-542 6614
or order no.)
661/17

Faculty of English for Specific Purposes

12 Commercial Correspondence
 Bredgade 51
3 Date DK 1260
Copenhagen K
DENMARK

Your ref. 6 May

20__
 At least one blank Our ref. DS/MR
line below the
Date: 11 May 20__
sender’s address
or reference ELECTRICAL SUPPLIES LTD
 Begins at left 29-31 Broad Street
Birmingham B1 2HE
margin in Full- Tel. 0121-542 6614
Block format.
DS/MR
 Always be shown
in full: September 7, 20__

14 August 20__; or
August
13 14, 20__ Faculty of English for Specific Purposes
Commercial Correspondence
 ELECTRICAL SUPPLIES LTD
4 Inside 29-31 Broad Street
address Birmingham B1 2HE
Tel. 0121-542 6614

 One to ten blank DS/MR

lines below the
date and always 12 November 20__
begins at the
left margin; Mr Gordon Wood
G Wood & Sons
 Each piece of 36 Castle Street
info is on a Bristol BS1 2BQ
separate line;
 No punctuation.
Faculty of English for Specific Purposes
14 Commercial Correspondence
 4 Inside address

Surname known
 Write it as first line of the inside address
 Include:
• Courtesy title: Mr, Mrs, Miss, Ms, Dr, Prof.
• The person’s full name (or with initials for
given names):
Mr John Smith or Mr J.E. Smith
NOT: Mr Smith (without initials or first name)

Faculty of English for Specific Purposes

15 Commercial Correspondence
 4 Inside address

Name not known

 If you only know the person’s job title, you
can use that in the inside address, e.g.
The Sales Manager, or The Finance Director
 Alternatively, you can address to a particular
department: The Accounts Department
 Or you can address to the company itself:
Compuvision Ltd, or Messrs Collier

Faculty of English for Specific Purposes

16 Commercial Correspondence
 5 Attention line

 Alternative to the recipient’s name or job

title in the inside address.
 Should be underlined or printed in bold
or CAPITALS, e.g.
For the attention of the Sales Manager
ATTENTION: MS TERRY ROBERTS
 A blank line below the inside address.
 From left margin or in the middle of the
page. Faculty of English for Specific Purposes
17 Commercial Correspondence
 6 Salutation

Addressing people you do not know their

names:
Dear Sir
Dear Madam
Dear Sir or Madam (or Dear Sir / Madam)
Dear Sirs
(to address a company, not a specific
person)
Faculty of English for Specific Purposes
18 Commercial Correspondence
 6 Salutation

Addressing people you know their names:

 but do not know them well: use title &

surname, do not include initials or first names:

Dear Mr Smith / Dear Miss Lee
NOT Dear Mr J. Smith or Dear Mr John Smith
 and you know them well: use just first name

(without title): Dear John / Dear Mary

Note: A comma after the salutation is optional.
In American English, a colon is used instead.
Faculty of English for Specific Purposes
19 Commercial Correspondence
 7 Subject title
 Directly after the salutation and separate
from it by a blank line.
 Can be from the left margin or in the
middle
 Can begin with or without “Re:” or
“Subject:”
 Should be underlined or printed in bold
or CAPITALS
International Conference – 24 August 20…
or Re: ORDER NO. 8901/6 Faculty of English for Specific Purposes
20 Commercial Correspondence
 8 Body of the Letter

 The actual message of your letter

 Leave a line space between
paragraphs

Faculty of English for Specific Purposes

21 Commercial Correspondence
 9 Complimentary close

Two most common when letter begins:

closes: Dear Sir
 Yours faithfully
Dear Sirs
Dear Madam
Dear Sir or Madam

Dear Mr Smith
 Yours sincerely
Dear Mrs Bolan
Note: A comma after the
Dear Caroline
complimentary close is
optional, but consistent Dear Sam
Faculty of English for Specific Purposes
22with the salutation. Commercial Correspondence
 10 Sender’s identification

 Type name and job title below

handwritten signature.
 Can give either your initials or full
name
DAVID JENKINS D. Jenkins
Chairman General Manager
 Add a title for a female in brackets
before or after the name
Lesley Bolan (Mrs) (Ms) B. Kaasen
23 Sales Manager Director
Faculty of English for Specific Purposes
Commercial Correspondence
 10 Sender’s identification

 Write your job title or department

directly beneath your name
 When signing a letter on behalf of the
sender, write “pp” or “p.p.” or “for” in
front of the sender’s printed name, e.g.
Yours faithfully
Shirley Johnson
pp Edward Nathan
Chairman Faculty of English for Specific Purposes
24 Commercial Correspondence
 11 Enclosures

 A line space below the sender’s

identification
 Consisting of the word: “Enc.” or
“Encl.” followed by a list of the
enclosed items, e.g.
Enc. Bill of Lading (3 copies)
Insurance certificate (1 copy)

Faculty of English for Specific Purposes

25 Commercial Correspondence
 12 Copies

 At least a blank line below the sender’s

identification or the Enclosures
 Consisting of the word: “C.C.” or
“Copy” followed by the name/s and
designation/s of the copy recipient/s,
e.g.
C.C. Ravi Gopal, General Manager
Candice Reeves, Accountant
Faculty of English for Specific Purposes
26 Commercial Correspondence
 Continuati
on pages Page no. 2

Include at top of page: 12 November 20__

 Page number

 Date
Mr Gordon Wood
 Name of addressee

Leave 3 or 4 blank
lines before
continuing
Take at least 3 or 4
lines of typing over
to a continuation
page. Faculty of English for Specific Purposes
27 Commercial Correspondence
 Letter Layout
Format styles
 Full-block(ed)
 Block(ed)
 Semi-block(ed)

Faculty of English for Specific Purposes

28 Commercial Correspondence
 Letter Layout
 Full-block format:
 all letter parts begin at the left
margin;
 paragraphs are not indented;
 paragraphs are separated by double
spacing.

Faculty of English for Specific Purposes

29 Commercial Correspondence
 Letter Layout
 Block format:
 The sender's address, date, references,
and closing part are to the right of the
center, or may end at the right margin.
 Attn and subject lines may be centered,
or begins at the left margin, or indented
10 spaces from the left margin.

Faculty of English for Specific Purposes

30 Commercial Correspondence
 Letter Layout
 Semi-block format: the same to the
Block format with one change:
 Paragraphs are indented.

Faculty of English for Specific Purposes

31 Commercial Correspondence
 Structuring the body
4-Point Plan
1. Opening or Introduction
2. Central section (details)
3. Conclusion (Action or Response)
4. Close

Faculty of English for Specific Purposes

32 Commercial Correspondence
 Structuring the body
1. Opening or Introduction (state the reason)
• acknowledge previous correspondence
• refer to a meeting or contact
• provide an introduction to the matter being
discussed.
E.g. Thank you for your letter of …
Further to our telephone conversation today,…
I am interested in holiday No. J/M/3, the South
Vietnam tour.
Faculty of English for Specific Purposes
33 Commercial Correspondence
 Structuring the body
2. Central section (details)
• Give information to the recipient
• Request information

Faculty of English for Specific Purposes

34 Commercial Correspondence
 Structuring the body
3. Conclusion (Action or Response)
• State the action expected from the
recipient
• State the action you will take as a result of
the details provided
E.g. Please let me have full details of the
costs involved.
If payment is not received within seven
days, this matter will be placed in the
hands of our solicitor. Faculty of English for Specific Purposes
35 Commercial Correspondence
 Structuring the body
4. Close
Usually, a simple one-line closing sentence
E.g. I look forward to meeting you soon.
A prompt reply would be appreciated.
Please let me know if you need any further
information.
Incomplete sentences like these should not be
used:
Hope to hear from you soon.
Looking forward to hearing from you.
Faculty of English for Specific Purposes
36 Commercial Correspondence
 Content and Style
1. Remember your ABC (Accurate,
Brief, and Clear)
2. Be courteous and considerate
3. Include all relevant details
4. Use active, not passive voice, when
possible
5. Be consistent
Faculty of English for Specific Purposes
37 Commercial Correspondence
 1 Remember your ABC

Accurate
 Check facts carefully (titles, names,
dates, references, prices,
measurements…)
 Proofread thoroughly (tenses,
spelling, grammar, punctuation,
enclosures…)

Faculty of English for Specific Purposes

38 Commercial Correspondence
 1 Remember your ABC

Brief
Keep sentences short and use simple
expressions.
It’s better to use the second way of
expression in the following examples:
o We would like to ask you to…
 Please
o I have pleasure in informing you
 I am pleased to tell youFaculty of English for Specific Purposes
39 Commercial Correspondence
 1 Remember your ABC

Brief
o We do not anticipate any increase in

prices
 We do not expect prices to rise

o I should be grateful if you would be good

enough to advise us
 Please let me know
o We would like to express our regret at
being unable to fulfill your requirements.
 We are sorry we cannot meet your
Faculty of English for Specific Purposes
40 requirements. Commercial Correspondence
 1 Remember your ABC

Clear
 Plan before you start writing. Make sure
you say everything you want to say, and
in a clear sequence.
 Use simple English.
 Avoid formality and familiarity.
 Do not use abbreviations that your reader
may not understand.
 Write numbers in words as well as in
41
figures. Faculty of English for Specific Purposes
Commercial Correspondence
 2 Be courteous and considerate

 Should not be so simple that it becomes

rude.
 Avoid using short forms like “I’ll” or “don’t”
 Understand and respect the recipient’s
point of view.
 If you feel some comments are unfair, be
tactful and try not to cause offence.
 Reply promptly to all communications. If
you cannot, write a brief note and explain
42 why. Faculty of English for Specific Purposes
Commercial Correspondence
 2 Be courteous and considerate

Instead of Write
We cannot do anything Unfortunately we are unable to
about your problem. help you on this occasion.
Your television’s Your television’s guarantee
guarantee is up, so you has ended, so unfortunately
will have to pay for it to you must bear the cost of
be fixed. any repairs.
you’ll get your money the loan will be repaid
back
prices have increased rapidly
prices have gone
through
43
the roof Faculty of English for Specific Purposes
Commercial Correspondence
 3 Include all relevant details

Instead of Write
My flight arrives at My flight BA121 from
3.30 on London Heathrow should
Wednesday. arrive at Singapore
Changi Airport at 1530
on Wednesday 12 June.

Our Sales Manager Mr John Matthews, our

will contact you Sales Manager, will
soon. contact you soon.
Faculty of English for Specific Purposes
44 Commercial Correspondence
 4 Use active, not passive voice

Active voice: more personal, natural

and focused: more interesting and
clearer.
Passive voice: creates a distance

Faculty of English for Specific Purposes

45 Commercial Correspondence
 4 Use active, not passive voice

Instead of Write
Arrangements have I have arranged for a
been made for a repeat order to be
repeat order to be sent to you today.
despatched to you
immediately.
I have looked into this
The cause of the matter.
complaint has been
investigated.
Faculty of English for Specific Purposes
46 Commercial Correspondence
 4 Use active, not passive voice

Passive voice, however, would be more

appropriate in some occasions as follows.
Giving extra emphasis to a particularly
important noun.
Instead of: All the leading hotels in
Singapore recommend our service.
Say: Our restaurant has been
recommended by all the leading hotels in
Singapore. Faculty of English for Specific Purposes
47 Commercial Correspondence
 4 Use active, not passive voice

Passive voice, however, would be more

appropriate in some occasions as follows.
Placing focus on the action not the actor.
The noise was heard all over the island.
When you want to hide something or tact is
important.
An unfortunate mistake was made.

Faculty of English for Specific Purposes

48 Commercial Correspondence
 5 Be consistent

 In layout
 In language style
 In details
Instead of: I confirm my reservation of a
single room on 16/7 and a double room on
17 Oct.
Write: I confirm my reservation of a single
room on 16 July and a double room on 17
October. Faculty of English for Specific Purposes
49 Commercial Correspondence
 Practice 1
Answer the following questions

1. What are the important parts of a business

letter?
2. Where and how do you write the date? Give
examples.
3. Where do you write the inside address?
4. How do you write the inside address when
you know the recipient’s surname? Give an
example.
5. What does “Messrs” in the name of a
business indicate? Faculty of English for Specific Purposes
50 Commercial Correspondence
 Practice 1
Answer the following questions

6. When do you write “Dear Sir” or “Dear Sirs” in

the salutation?
7. How do you address a person in the salutation
when you know his/her name? Give examples.
8. How do you end a letter which begins with
“Dear Sir or Madam”?
9. How do you end a letter which begins with
“Dear Mrs Brown”?
10. What does the signer do to let the recipient

51
know that the signer is male or female?
Faculty of English for Specific Purposes
Commercial Correspondence
 Practice 2: Write a letter in the block
format with the following details
 Ngày viết: ngày hôm nay
 Người gửi: Thang Long Garment Export Co., 264 Minh
Khai Street, Hai Ba Trung District, Ha Noi, Viet Nam
 Người nhận: J.C. Gilbert Ltd, Columbia House, Aldwych,
London WC2, UK
 Ký thư là ông Nguyễn Nam, chức vụ Giám đốc Kinh
doanh.
 Nội dung thư: Được biết về J.C. Gilbert Ltd qua quảng
cáo của họ trên tờ “Textile World”, và đề nghị họ gửi
các mẫu thiết kế áo len nữ mới nhất. (Viết ngắn gọn)
 Tham chiếu: NN/tb (hoặc chữ cái đầu tên anh/chị)
 Chủ đề: Mẫu thiết kế áo len nữ Faculty of English for Specific Purposes
52 Commercial Correspondence