Letters and Emails:
120 minutes
Letters
Introduce the topic of letters to the class. You can use the
information below for your introduction:
There are a few basic differences
between letters and emails.
o Although
emails allow for instant communication, letters are still widely used by
businesses, particularly for formal situations, eg orders, contracts,
introductions.
o Emails
also tend to be short and are written quickly. A letter is more suitable when a
subject requires a lot of explanation or detail. More thought is generally put
into writing a letter than an email, so there is less chance of sending a
hastily written message that will do more harm than good.
o Letters
have a physical presence, therefore are not as easy to ignore as emails. An email
can also be easily deleted, whether intentionally or by accident. However, a
letter provides a paper-trail, particularly if a copy is kept by the sender.
Before introducing the sample letters to the class, ask your
students what type of letters they think there are. Ask them to name as many as
possible.
Then ask
your students to list the elements they think should be included in a letter
and where these elements should be located on the page.
Allow 10 minutes for this discussion.
Sample Enquiry Letter
Introduce the sample enquiry letter. Explain to your
students that enquiry letters are used to gain information about people,
objects or events. They are usually written in a positive or neutral tone. There
is a standard format for letters, which your students can observe in the
example below. The numbered items are explained below.
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(1) J78,
Sector 52,
Noida – 201 301,
Uttar Pradesh.
Phone: +91 8860 600
500
Email: animesh.khatri@gmail.com
Date: 08 November 2010 (2)
Ref: 23018B (3)
Manager, (4)
A-1, Kailash Colony,
Top Floor, New Delhi-110044
Dear Sir/Madam, (5)
Subject: Property for rent in Hauz
Khas (6)
I saw your advertisement for a 3BHK
apartment for rent in Hauz Khas. Can you please tell me if this property is
still available? If it is then when can I see it? I would prefer to come on a
weekend. If that is not possible then I am free on weekdays after 7 pm. (7)
I
look forward to hearing from you at the earliest to make the necessary
arrangements, (8)
Yours truly, (9)
________________________ (10)
Animesh Khatri (11)
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Read through the following points out loud and ensure the
students understand each point. As a quick exercise afterwards, call out the
numbers of the elements in a random order and have the students identify them.
- Sender’s address: Inform the students that this should be their own address, either their work or home address
- Date: The date on which the letter was written
- Reference: There may be a reference given for all correspondence relating to a topic. This is very common with ordering goods or applying for jobs. This should be separated from the surrounding elements by a line space before and after.
- Address of the person/company the students are writing the letter to
- Opening salutation: Tell the students that this could change to ‘Dear Mr X’ or ‘Dear Ms X’ if they know the name of the person they are writing to. Remind them to spell the name carefully and correctly. If not, tell the students to make sure to use ‘Dear Sir/Madam’ or ‘To whom it may concern’ as this will prevent them causing offence by addressing, for example, Mrs Shah as ‘Dear Sir’. This should be separated from the address block by a line space.
- Subject: If the letter has a specific subject, include a short line here defining the topic. This should be separated from the surrounding elements by a line space before and after, as with the Reference line
- Body of letter: The substance of the enquiry should be discussed here in a clear, concise manner. It can also be divided into a short introductory paragraph and a longer second paragraph which expands on the subject. The first paragraph should not be indented, but the rest should be.
- Closing paragraph: Tell the students that this should be a short paragraph outlining what they expect from the recipient of the letter, or what the recipient should expect from them.
- Closing Salutation: This can use either ‘truly’ or ‘sincerely’ but if the letter started with ‘Dear …’, it must end with ‘Yours …’. This line should be separated from the body of the email by a line space.
- Signature line: Tell the students that they must sign their name here. There should be a large amount of space left before this line to allow space for signing.
- Signature information: Tell the students that they should also type their name under the signature line in case the recipient cannot decipher their handwriting.
Allow 10 minutes to read through the letter and explanation points and
deal with any queries from the students. Then check the students’ understanding
by calling out the numbers of the elements in random order and having the
students identify them.
Activity 1
Remind your students that it is also necessary for
businesses to be able to reply to queries. Have your students write a reply
from South Delhi Properties to Animesh Khatri,
answering all of his enquiries. Ask the students to use the phrases/words below
if necessary. Allow 10 minutes for
the students to complete the exercise.
- Thank you for your enquiry about …
- I suggest that you should …
- … perhaps would suit you better …
- I strongly recommend …
- I hope that this information will prove useful to you.
Here is a sample reply to the enquiry.
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A-1, Kailash Colony,
Top Floor, New Delhi-110044
info@southdelhiproperties.co.in
Date: 10 November 2010
J78,
Sector 52,
Noida – 201 301,
Uttar Pradesh.
Dear Mr Khatri,
Subject: Property for rent in Hauz Khas
Thank you for your letter of enquiry
regarding the 3BHK for rent in Hauz Khas.
I am happy to tell you that the
property is still available to rent. If you would like to come to our office
on Saturday at 12.30 p.m., we can show you what other property is available
in the area. We can also view the apartment in Hauz Khas when you have finished
viewing all of our available properties.
I hope that this information will
prove useful to you. Please find included some further information about the
apartment and the facilities included.
Yours sincerely,
________________________
Gaurav Gupta
Manager
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Feedback and
Discussion
Organize your students into pairs or small groups and have
them exchange letters. Then ask them the following questions:
1
How would you improve the letters?
2
Do they think the enquiry and reply were clear and
informative enough?
3
What extra difficulties can they see occurring in real
life in a situation like this?
Either photocopy the following list or write the list out on
the board. Have your students review their own letters and tick the boxes if
the following apply:
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Letter of
Enquiry Checklist
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1
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Was the sender’s address
included and in the right location?
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2
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Was the recipient’s
address included and in the right location?
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3
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Was there a subject
line?
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4
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Was it clear from the
letter what information was needed?
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5
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Did the closing
paragraph make the sender’s wishes for the next step clear?
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6
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Was the closing
salutation appropriate?
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Allow 10 minutes for
this discussion
Learning Outcomes
<h2>
After this section the student should be able to:
- Identify a letter of enquiry
- Be aware of the purpose of a letter of enquiry
- Write a letter of enquiry
- Reply to a letter of enquiry
- Locate where on the page each element of a letter of enquiry should be placed
Sample Order Letter
Introduce the sample order letter. Explain to your students
that businesses usually make orders in writing, either by letter or by email.
Orders are placed in writing to protect the customer and the seller, as then
there can be no confusion or changing of the terms that were originally agreed.
For example, the customer cannot claim when the time comes for payment that
they agreed to pay Rs10,000 when the written order sent by them specifies
Rs12,000.
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C&C
Emporium,
Shrii Anand Namdev Nagar,
Tel: +91 11 1234 432 654
Email: info@candcemporium.co.in (1)
Ref: C/314 (2)
Gautam Fabrics,
E-12, Patel Colony,
Date: 14 July 2010
Dear Sir,
Subject: Order for
stock
We would like to place
an order for the following items: (3)
3 x Summer Sky salwar
kameez - Large
4 x Summer Sky salwar
kameez - Medium
3 x Summer Sky salwar
kameez - Small
5 x Sunset kurti –
Large
4 x Sunset kurti –
Medium
4 x Sunset kurti –
Small
This is the first time
that we have ordered from your warehouse. We expect these items to sell well
in the market and therefore hope to increase the quantity and range of your
products in our store. If we buy more from you in future, could we expect an
increase in the discount from 10% to 12%?
Kindly let us know when
you can deliver the order,
Yours sincerely
_____________________________
Zahida Khan
General Manager
C&C Emporium (4)
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Read through the following points out loud and ensure the
students understand each point. As a quick exercise afterwards, call out the
numbers of the elements in a random order and have the students identify them.
- Sender’s address: Tell the students that orders are usually sent on a company’s ‘headed’ notepaper, which will have the company’s letterhead, i.e. logo and address, pre-printed on it. The paper will probably be of a higher quality than normal white printing paper. Here the address will be placed in the centre of the page.
- Ref: This is a different type of reference than in the enquiry letter. This will be an internal reference for the company/person making the order. It will tell the employees which specific order the letter refers to, so the employees can cross-check the order against accounts and invoices.
- Body of letter: Ask your students to note that this letter uses a different style to the enquiry letter. This letter has non-indented paragraphs that are separated by a line space. Either style is acceptable.
- Signature information: This should be the same as in the enquiry letter, but should also include the student’s designation (if relevant) and the name of their company, separated by a line space.
Allow 10 minutes to read through the letter and explanation points and
deal with any queries from the students. Then check the student’s understanding
by calling out the numbers of the elements in random order and having the
students identify them.
Learning Outcomes
After completing this section, the student should be able
to:
- Identify an order letter
- Know the difference between the reference and subject lines
- Identify a letterhead
- Write an order letter
Sample complaint
letter
Introduce the sample complaint letter. Inform your students
that letters of complaint are written when a person receives a particularly bad
product or service. Usually the affected customer will request a replacement or
refund. A complaint letter also makes
the complaint more official, and necessitates a response. Remind your students
that they can also address the letter to higher level personnel, e.g. a manager
if they are not making any headway with the counter-staff of a shop. Emphasize
that they must keep the language used in the letter polite and respectful at
all times. Insults should not be put down in writing.
Here is a sample letter of complaint:
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D23 Dhakuria,
Kolkata – 70001
barun.nagaraj@gmail.com
17 December 2011
The Manager,
Chanzer Mobiles
800
Dear Sir,
I am writing to
complain about the Freedom datacard, Model No. C2365, I purchased in your
store last week. (1)
When I returned home,
the datacard would not work on my laptop. I returned to your store with my
laptop and the datacard, but your staff were unable to get the datacard to
work on my laptop. (2)
I requested a refund,
as the warranty guarantees my money will be returned if the product is
faulty. However, your staff said the problem was with my laptop. (3)
Can you please
organize a refund of the cost of the datacard, or provide a working
replacement. I would appreciate a reply to this letter as soon as possible, (4)
Yours sincerely,
____________________
Barun Nagaraj
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- Tell your students to briefly introduce the topic of the letter here – what it is they are complaining about.
- Here, the students should explain what was wrong with the product or service.
- In this paragraph, the students should specify what they have already done to try and resolve the problem. For instance, if you are having a meal in a restaurant and when the waiter asks if everything is ok and you say ‘Yes’, then there is no point in writing a letter of complaint once you get home.
- In the concluding paragraph, your students should specify how they would prefer the issue to be resolved.
Allow 10 minutes to read through the letter and explanation points and
deal with any queries from the students. Then check the student’s understanding
by calling out the numbers of the elements in random order and having the
students identify them.
Case study
Jayesh and Cheena Srivastava had
booked a table at their local pizza restaurant for their son, Vivek’s, tenth
birthday party. Seven of Vivek’s friends from school were also invited.
However, when the Srivastavas and their guests reached the restaurant, they
were told their table would not be available for another half hour. When the
group finally did get a seat and ordered their food, their order was delayed
and some people were served the wrong drinks. The birthday cake ordered
beforehand for Vivek had the wrong name written on it The Srivastavas were not
happy – it had been very difficult to protect and entertain eight schoolboys
for the half our they were waiting, and the confusion over the food meant Vivek
did not enjoy the meal. However, the Srivastavas were charged the full price
for the meal, including the cost of the cake with the wrong name.
Activity 1 Present your students with the complaint letter below from
the Savithris.
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21, 5th Cross Road,
SR Nagar,
Karnataka
20 November 2010
Anchepet,
Karnataka
Dear Sir,
I am writing to complain
about the service we received at your restaurant last Saturday. My husband
and I had booked a table to celebrate our son’s birthday.
When we arrived at your
restaurant, we were told our table would not be ready for another half hour.
This meant we had to take our 10-year-old son and seven of his friends to the
nearby mall to entertain them for half an hour. It is quite difficult to
manage eight 10-year-olds in a mall. When we did sit down to our table, we
were served the wrong drinks. But worst of all was that we were given a
birthday cake, which we had preordered, with the wrong name on it.
I requested that we get
a discount on the bill, or at least we should not have had to pay for the
cake. We were very unhappy with the service we received in
Can you please refund
the cost of the cake as soon as possible. I have included a photocopy of the
receipt of our meal,
Yours sincerely,
____________________
Jayesh Srivastava
Enclosed: Receipt
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Then remind your students that as business managers will
often have to deal with complaints and should be able to write a reply to such
a letter. Have your students write a reply letter from Pizza Mansion Pizza Mansion
Allow 10 minutes for the students to write
their letter.
- With reference to your letter about/regarding …
- Please accept our many apologies for …
- We sincerely apologize for …
- We agree that the usual high standards of our product/service was not met on this occasion.
- Apparently, the cause of the error was …
- As a result, we have implemented a new system to …
- In compensation, we would like to offer you …
Here is a sample answer that can be distributed to your
students.
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Anchepet,
Karnataka
23 November 2010
21, 5th Cross Road,
SR Nagar,
Karnataka
Dear Mr Srivastava,
This is in reference to your letter about the service you
received at our restaurant a week ago on the occasion of your son’s birthday.
We would like to apologize for your table not being ready
at the appointed time. Please also accept our sincere apologies for the wrong
cake and drinks being served to you.
We agree that the usual high standards of our service was
not met on this occasion. The staff working that day were unfortunately all
new recruits, and the day supervisor had called in sick. I was not there
myself as it was my off day that week.
As a result of this unsatisfactory service that was
provided by us, we have implemented a new system that will ensure a minimum
of two senior staff will be on duty with new recruits. We would also like to
offer your family a free meal at a time of your choosing. Do please let me
know what day would suit you best, so I can personally ensure you receive the
best service from our restaurant,
Yours sincerely,
____________________
Deepak Batra
General Manager
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Inform your students that it is not always necessary to
apologize as sometimes the company may not be at fault. Tell that while they
can reject responsibility for a problem, they must continue to do so in a
respectful and polite manner. Below are some useful phrases, and a sample
letter rejecting responsibility for a problem.
- While we understand your frustration
- We accept no responsibility for …
- I regret to inform you that …
- Unfortunately, I must point out that …
- Therefore, we must ask you to lodge your claim with …
- We apologize for any inconvenience caused by …
- We hope to continue to have you as a customer in the future.
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Anchepet,
Karnataka
23 November 2010
21, 5th Cross Road,
SR Nagar,
Karnataka
Dear Mr Srivastava,
This is in reference to your letter about the service you
received at our restaurant a week ago on the occasion of your son’s birthday.
While we understand your frustration over your son not
enjoying his birthday party, there are a couple of issues we must point out
in our defence.
The original booking had only been for six people, but
your party consisted of ten. We had a table ready for six people, but in
order to facilitate ten at that time of the day, it was necessary to wait for
another table to become vacant.
We regret to inform you that we will not be issuing a
refund for the cake, as the wrong name was written on the order form. I
believe the name on the cake was that of Mr Savithri, Yasir. I have enclosed
a copy of the order form where you can see that this was the name written
down as the name to be inscribed on the cake.
However, we do hope to continue to have your family as
customers in the future, so I would like to offer your family a meal at a
discount of 30% as a gesture of goodwill,
Yours sincerely,
____________________
Deepak Batra
General Manager
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Feedback and
Discussion
Organize your students either in pairs or in small groups.
Have them exchange their letters of complaint and replies and ask them the
following questions:
1
How would you improve the letters?
2
Do they think the letters would help or worsen the
situation?
3
How should you respond if somebody writes an angry
letter to you?
4
What extra difficulties can they see occurring in real
life, or in their own workplace, in a situation like this?
Either photocopy the following list or write the list out on
the board. Have your students review their own letters and tick the boxes if
the following apply:
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Letter of
Complaint Checklist
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1
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Did the sender make it
clear what they were complaining about?
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2
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Did the student outline
what they had done already to resolve the issue?
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3
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Did the student maintain
a respectful tone in the letter?
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4
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Did the student clarify
what they wanted to happen?
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Allow 10 minutes for
this discussion.
Learning Outcomes
After this section, the student should be able to:
- Identify a letter of complaint
- Write a letter of complaint that maintains a respectful tone
- Write a reply to a letter of complaint accepting responsibility for the problem
- Write a reply to a letter of complaint rejecting responsibility for the problem
- Know which phrases are appropriate for accepting responsibility and which are appropriate for rejecting responsibility
Sample cover letter
Introduce cover letters to your students. Tell them that
while CVs contain all the details of a job applicant’s career, a cover letter
personalizes their application. The cover letter should be tailored to the
requirements of the company, summarize the applicant’s CV and contain all their
contact details. The cover letter should be short – not more than three or four
paragraphs.
Here is a sample cover letter:
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B10, Sector 22,
Phone: +91 8860305982
Email: harsh.seth@yahoo.co.in
Date: 08 June 2011
Market Leader,
A13, Sector 5,
Dear HR Manager, (1)
With reference to your advertisement for in the Chandigarh Times dated 07 June 2011, I
would like to apply for the position of International Marketing Manager. From
my enclosed CV, you will see that my qualifications and experience meet all
the requirements outlined for the position. (2)
I graduated with a first honours in my BTech degree from
the
I am happy to make myself available for interview at a
time convenient to you. I would appreciate an opportunity to discuss how my
experience and qualifications make me suitable for this role, (4)
I look forward to hearing from you,
Yours faithfully,
_______________________
Ruchi Balakrishnan
Enclosure: Résumé (5)
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Read through the following points out loud and ensure the
students understand each point. As a quick exercise afterwards, call out the
numbers of the elements in a random order and have the students identify them.
1.
Opening salutation: This must be addressed to the
correct person. If you are sending a lot of job applications at the same time,
double check that you have addressed each letter to the correct person. If you
don’t have a name for an individual, address the letter to the HR
manager/department or the head of the department you would like to work with.
2.
Here, the student should identify which vacancy they
are applying for and where they saw the vacancy. This is particularly important
when applying to large companies. The student should also identify what they
have sent along with the letter, e.g. CV, samples of work, etc.
3.
In this paragraph, the student should outline how and
why they are qualified for the advertised position. Only information that is
relevant to the job requirements should be included here.
4.
In the concluding paragraph, the student should
maintain a tone of confidence in their abilities but also reemphasize their
interest in the role. Offering to conduct an interview or discuss the role
further is a good option.
5.
The student should list here again what has been
included with the cover letter.
Allow 10 minutes to
read through the letter and explanation points and deal with any queries from
the students. Then check the student’s understanding by calling out the numbers
of the elements in random order and having the students identify them
Activity 1
Ask your students the previous week to bring in a job
advertisement that they would like to apply for. Tell them that even if they
are not currently looking for a new job, they should choose an advertisement
for a job similar to their current one, or a job they would like to work at
some day. Otherwise, bring in the job advertisement section of a newspaper.
Then have your students write a cover letter in a mock application for the
vacancy of their choosing. Allow 10
minutes for the students to complete the exercise.
Feedback and
Discussion
Organize your students either in pairs or in small groups.
Have them exchange their cover letters and ask them the following questions:
1
How would you improve the letter?
2
Would they want to interview the person who wrote the
letter?
3
Was the letter relevant to the job being advertised for
– did it address all the requirements for the position?
4
What extra difficulties do they encounter in real life,
or in their own workplace, when recruiting new staff?
5
What extra difficulties do they encounter in real life,
or in their own workplace, when applying for jobs?
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Cover Letter
Checklist
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1
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Was the opening
salutation appropriate?
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2
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Was it clear which
vacancy the student was applying for?
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3
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Was all the information
about the student’s experience and qualifications relevant to the job?
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4
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Was the tone confident
without being either too pleading or arrogant?
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5
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Did the student list
what other material they had included?
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Allow 10 minutes
for the exchange of letters and discussion.
Learning Outcomes
<h2>
After this section, the student should be able to:
- Identify a cover letter
- State the purpose of a cover letter
- Write a cover letter for a specific job vacancy
- Know how to indicate what has been included with the letter
Emails <h1>
Introduce the topic of emails to the class. You could use
the information below for your introduction:
Emails are used to deliver
information quickly. They are usually short messages, but longer information
can be sent through attachments. Many coworkers communicate through email when
they have queries or comments, e.g. organizing a meeting between four
colleagues. Emails can also be sent externally from a company, e.g. when
communicating with a client or customer.
The
most important thing about emails is to remember that once you send an email,
it is extremely difficult to prevent it being forwarded. Great care must be
taken when selecting the recipients of the email and also when writing the
email – confidential or potentially embarrassing material should not be circulated
by email.
Also,
people generally only read the first couple of lines in an email. Therefore it
is necessary to summarize and grab the attention of the reader in the first
paragraph.
Here is the sample layout of an email
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(1)
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Cc:
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(2)
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Bcc:
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(3)
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Subject:
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(4)
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Dear … (5)
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Read through the following points out loud and ensure the
students understand each point. As a quick exercise afterwards, call out the
numbers of the elements in a random order and have the students identify them.
1.
To: The email address of the recipient(s) goes here
2.
Cc: This means ‘carbon copy’. This function can be used
to send a copy of the email to someone else. Everybody who receives a copy of
the email can see who else received it. This can be useful in a work situation
when you are emailing a colleague about a problem but would like your
supervisor to also be made aware of the situation.
3.
BCC: This means ‘blind carbon copy’. It is used to send
a copy of the email to somebody without the other recipients being made aware
of it. It is often used for mailing lists for newsletters, as using Bcc maintains
the privacy and anonymity of the recipients.
4.
Subject: The topic of the email should be summarized
here in a few short words. This helps the recipient distinguish the email from
any spam they may receive and also gives them an idea of what the email is
about. It will also help them easily locate the email again at a later date.
5.
The main text of the email goes here
Allow 10 minutes to read through the letter and explanation points and
deal with any queries from the students. Then check the student’s understanding
by calling out the numbers of the elements in random order and having the
students identify them.
Here is a sample email sent internally in an office to
organize a meeting between colleagues.
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To:
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Cc:
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Bcc:
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Subject:
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Meeting to
discuss new account
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Dear Qudsiya, Jitender, Preeta and Kamal,
Monika has sent me the files of the new account. I
have nominated the four of you to work on this account. Can we meet tomorrow
morning at 11 to discuss the project in detail?
Regards,
Manish
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Case Study <h1>
Vikram Kumar is the IT manager at
Global Wire. His head of department, Das Chopra, has given Vikram a new project
that will need three other people to work on it with him. Vikram has decided to
have Naveen Kumar, Nilanjana Shrivastava and Anita Gaur work with him. Vikram
now needs to email his three colleagues to organize a meeting with them and let
Mr Chopra know who else will be working on the project. Vikram’s email is vikram.kumar@globalwire.co.in.
Activity 1 <h2>
Read the case study above out loud to your students. Write
all the names out on the board as well as Vikram’s email address. Inform your
students that it is standard practise for a company to issue its employees with
email addresses consisting of firstname.lastname@companyname.co.in.
An email address must be spelt correctly and fully formed or the email will not
be sent.
Ask your students to write the
email Vikram needs to send. Remind them to make sure that only the people who
should attend the meeting are included in the ‘To’ field. Encourage your
students to use the words and phrases below. Allow 10 minutes for the students to write the emails.
- Dear all/members/colleagues
- I am writing to inform you …
- It would be good to get together sometime next …
- Let me know if …
- I hope …goes well for you
- Best regards, …
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To:
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Cc:
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Bcc:
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Subject:
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Dear …
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Here is a sample email sent externally from a company to a
customer.
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To:
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kavita.chaturvedi@yahoo.co.in
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Cc:
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Bcc:
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Subject:
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Your new
account
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Dear Ms Chaturvedi,
I am pleased to inform you that your new account has
been opened. Please let me know when you are available to come into our
office to process your initial order,
Regards,
Manish
Manish
Abbas
New Accounts Manager
The Company
C45, Sector 18
Phone: +91 8860 376284
Email: manish.abbas@company.co.in
(1)
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Introduce the following point to your students:
1. Email signature: This is a standard block of information that
is added to the end of email messages. It is particularly important when
sending emails to customers or clients. It should include the sender’s full
name, the postal address of their office as well as the sender’s email address
and telephone numbers.
Feedback and
Discussion <h2>
Organize your students either in pairs or in small groups.
Have them exchange their emails and ask them the following questions:
1
How would they improve the email?
2
Was the language used in the email appropriate for?
3
What difficulties do they encounter with emails in real
life, or in their own workplace?
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Email
Checklist
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1
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Was email addressed
correctly?
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2
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Were the correct people
included in the ‘To’ and ‘Cc/Bcc’ lists?
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3
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Was an email signature
included?
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4
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Did the student
summarize the email in the first paragraph?
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5
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Was the subject
appropriate for the email?
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Allow 10 minutes
for the exchange of emails and discussion.
Learning Outcomes
<h2>
After completing this section, the student should be able
to:
- Write an email
- State the purpose of the To, Cc and Bcc functions
- Choose an appropriate subject for an email
- Know how to grab the reader’s attention in the first paragraph
- Recognize the appropriate language for business emails.
