ENGLISH for  Commercial Correspondence

Like all LSPs, Like all LSPs,

English for English for commercial commercial correspondence correspondence

has the followinghas the following

characteristicscharacteristics

a social and/or a social and/or professional settingprofessional setting

a specific lexisa specific lexis a specific grammara specific grammar specific information specific information

structuring and other structuring and other communicative communicative strategiesstrategies

ENGLISH for  Commercial Correspondence

GOODGOOD

CORRESPONDENCECORRESPONDENCE

==

GOODGOOD

COMMUNICATIONCOMMUNICATION

ENGLISH for  Commercial Correspondence

ENGLISH for  Commercial Correspondence

ENGLISH for  Commercial Correspondence

Phatic contact Message transmission

ENGLISH for  Commercial Correspondence

Specific lexical choices in commercial Specific lexical choices in commercial correspondence are particularly evident in correspondence are particularly evident in the phatic function:the phatic function:

““Dear Sir or Madam”, “Esq.”, “yours truly” , “yours Dear Sir or Madam”, “Esq.”, “yours truly” , “yours faithfully”, “Messrs”, “To whom it may concern” etc.faithfully”, “Messrs”, “To whom it may concern” etc.

ENGLISH for  Commercial Correspondence Specific Commercial Correspondence Lexis Specific Commercial Correspondence Lexis

can also be observed with an informative can also be observed with an informative function as in “I beg to acknowledge function as in “I beg to acknowledge receipt of your letter”receipt of your letter”

Here it goes without saying that the register Here it goes without saying that the register is highly formal, as often haapensis highly formal, as often haapens

ENGLISH for  Commercial Correspondence Remember, it is very important to be aware Remember, it is very important to be aware

of register differences in commercial of register differences in commercial correspondencecorrespondence

So, always try to avoid extremes. Avoid So, always try to avoid extremes. Avoid pompous language like “we wish to convey pompous language like “we wish to convey our most profuse apologies” or “the letter our most profuse apologies” or “the letter mentioned heretofore”. “We apologize” or mentioned heretofore”. “We apologize” or “the above letter” is quite sufficient.“the above letter” is quite sufficient.

ENGLISH for  Commercial Correspondence Don’t use language that is too colloquial Don’t use language that is too colloquial

like “don’t worry you’ll get your money like “don’t worry you’ll get your money back”. “Your loan will be repaid” is much back”. “Your loan will be repaid” is much better.better.

Don’t ever use slang. You simply cannot Don’t ever use slang. You simply cannot write anything like “a couple of hundred write anything like “a couple of hundred quid” or “bucks”, or “I have to scrounge off quid” or “bucks”, or “I have to scrounge off you” instead of “I need a loan”.you” instead of “I need a loan”.

ENGLISH for  Commercial Correspondence Avoid using idioms or figures of speech. Avoid using idioms or figures of speech. Prices simply “go up” or “increase”, rather Prices simply “go up” or “increase”, rather

than “rocket” or “go through the roof”.Or than “rocket” or “go through the roof”.Or they simply “go down” or “drop”, rather they simply “go down” or “drop”, rather than “plummet”, “crash” or “go through the than “plummet”, “crash” or “go through the floor”.floor”.

Don’t invent abbreviations and acronyms, Don’t invent abbreviations and acronyms, only use common, standard ones.only use common, standard ones.

ENGLISH for  Commercial CorrespondenceREMEMBER, ALWAYS AIM FORREMEMBER, ALWAYS AIM FOR CorrectnessCorrectness, both grammatical and stylistic, both grammatical and stylistic ConcisionConcision, without omitting essentials, without omitting essentials Clarity,Clarity, without being simplistic without being simplistic

AND ALWAYS RESPECTAND ALWAYS RESPECT RegisterRegister

ENGLISH for  Commercial Correspondence

GRAMMARGRAMMARIn the process of going from the informal to the In the process of going from the informal to the formal, certain syntactic changes often take place:formal, certain syntactic changes often take place:

VERBAL style tends to become NOMINALVERBAL style tends to become NOMINALe.g. “I received” - “I acknowledge receipt”e.g. “I received” - “I acknowledge receipt”

   PRESENT TENSE CHANGEPRESENT TENSE CHANGEe.g. “I’m referring” - “I refer”e.g. “I’m referring” - “I refer”

  

ENGLISH for  Commercial Correspondence

GRAMMARGRAMMAR

PERSONAL becomes IMPERSONALPERSONAL becomes IMPERSONALe.g. “I am reluctant to resort to such measures”e.g. “I am reluctant to resort to such measures”““We are reluctant to resort to such measures”We are reluctant to resort to such measures”

  ACTIVE to PASSIVE voice transformationACTIVE to PASSIVE voice transformation

e.g. “you haven’t settled your bill yet”e.g. “you haven’t settled your bill yet”““payment of your bill is still payment of your bill is still

outstanding”outstanding”

ENGLISH for  Commercial Correspondence

GRAMMARGRAMMAR

CONTRACTIONS are replaced by FULL FORMSCONTRACTIONS are replaced by FULL FORMS

e.g. “I’ll have to” - “I shall have to”e.g. “I’ll have to” - “I shall have to”

SHORT/SIMPLE sentences become LONG/COMPLEXSHORT/SIMPLE sentences become LONG/COMPLEX

   e.g. “I refer to your letter of 10th October. In it we e.g. “I refer to your letter of 10th October. In it we asked you to clear the balance of £519.35. This amount asked you to clear the balance of £519.35. This amount has been outstanding since last July.”has been outstanding since last July.”

““With reference to your letter of 10th October, we would With reference to your letter of 10th October, we would like to remind you again to clear the balance of like to remind you again to clear the balance of £519.35, which has been outstanding since last July.” £519.35, which has been outstanding since last July.”

ENGLISH for  Commercial Correspondence

STRUCTURING AND ORGANISATIONSTRUCTURING AND ORGANISATIONPoints to remember:Points to remember:layout and presentation layout and presentation of your letter are important of your letter are important

signals that you transmit, laying the basis for the first signals that you transmit, laying the basis for the first impressions that people have of you.impressions that people have of you.

two paragraph styles exist, two paragraph styles exist, the traditional indented form the traditional indented form or the blocked layout. The latter is becoming or the blocked layout. The latter is becoming increasingly common and saves a bit of time.increasingly common and saves a bit of time.

write write bothboth addresses in full, addresses in full, don’t omit or abbreviate don’t omit or abbreviate them to save time. Always give as much detail as them to save time. Always give as much detail as possible.possible.

always use addressee’s full and correct titlesalways use addressee’s full and correct titles

11 Thornton Hill,Exeter, Devon,EX4 4NM

6th May 2001

Mr Frank JonesSales Department,Topsham Toys,44-48 Plymouth Road,Exeter, Devon,EX4 2P

PRIVATE LETTER HEADING

The Private Letter Format is usually as follows:The Private Letter Format is usually as follows:

Sender’s AddressSender’s Address top righttop right

Receiver’s Receiver’s top left, below sender’s top left, below sender’s DateDate top right, below sender’stop right, below sender’s

StyleStyle blocked or indented blocked or indented (caps for city code, city (caps for city code, city or country)or country)

PunctuationPunctuation with or withoutwith or without

TITLESNORMAL PEOPLE:NORMAL PEOPLE:

Mr. (man) Mrs. (married woman) Mr. (man) Mrs. (married woman)

Miss.(unmarried woman) Ms. (woman) Miss.(unmarried woman) Ms. (woman)

Messrs. (plural of Mr., usually for Messrs. (plural of Mr., usually for professional partnerships)professional partnerships)

Esq. (man, following his name)Esq. (man, following his name)

NB. NB. Mrs or Miss may offend, use Ms.Mrs or Miss may offend, use Ms.

Esq. is becoming rare and isn’t Esq. is becoming rare and isn’t used used if Mr. is.if Mr. is.

TITLES

CaptainCaptain

ColonelColonel

MajorMajor

GeneralGeneral

The ReverendThe Reverend

ProfessorProfessor

The HonourableThe Honourable

The Right HonourableThe Right Honourable

Capt.Capt.

Col.Col.

Maj.Maj.

Gen.Gen.

Rev.Rev.

Prof.Prof.

Hon.Hon.

Rt. Hon.Rt. Hon.

TITLESOn the envelope, put any degrees, medals, On the envelope, put any degrees, medals, honorary titles & professional associations, honorary titles & professional associations, but only if you are absolutely sure of them. but only if you are absolutely sure of them. For example, BA(hons), MSc, PhD, MBE, For example, BA(hons), MSc, PhD, MBE, OBE, FRA, FBMA (hon).OBE, FRA, FBMA (hon).Professional titles, like Sales Manager, Vice Professional titles, like Sales Manager, Vice President, Director of Marketing,, Managing President, Director of Marketing,, Managing Director, Chairman, may be replaced by Director, Chairman, may be replaced by Sales Department, Marketing, President’s Sales Department, Marketing, President’s Office etc., if the actual title is not known.Office etc., if the actual title is not known.

SALUTATIONSDear SirDear Sir == male addresseemale addressee

Dear SirsDear Sirs == company or company or unknown unknown

gendergender

Dear Sir or MadamDear Sir or Madam == unknown genderunknown gender

Dear Mr, Mrs, Miss, Dear Mr, Mrs, Miss, Ms, Dr., Prof., etc.Ms, Dr., Prof., etc. == known addresseeknown addressee

TOPIC & REFERENCESThe subject of the letter may be summarized The subject of the letter may be summarized after the abbreviation “re.” (with reference to), after the abbreviation “re.” (with reference to), placed either just before the salutation or just placed either just before the salutation or just after. The topic is often underlined and may after. The topic is often underlined and may also be marked here “Private andConfidential”. also be marked here “Private andConfidential”.

References refer to a number or code given to References refer to a number or code given to the letter and marked “our ref:”, whereas the the letter and marked “our ref:”, whereas the number or code referred to in correspondence number or code referred to in correspondence received is marked “your ref:”. If there is no received is marked “your ref:”. If there is no number, then the reference is simply the datenumber, then the reference is simply the date

11 Thornton Hill,Exeter, Devon,EX4 4NM

Your ref: 6th May 2000 Our ref: DSY/M5/NV00

25 November 2000 Mr. Frank Jones,Sales Department,Topsham Toys,44-48 Plymouth Road,Exeter, Devon, EX4 2PT

re. your 2001 catalogueDear Mr. Jones,

CLOSES

yours faithfully =yours faithfully = someone you do not knowsomeone you do not knowafter a Dear Sir, Madam. after a Dear Sir, Madam. 

yours sincerely =yours sincerely = someone you know or someone you know or know of,know of, after Dear after Dear Mr, Mrs etc.Mr, Mrs etc.yours trulyyours truly = = to a friend or (US) to either to a friend or (US) to either

of the aboveof the abovebest regards, best regards, wishes etcwishes etc = = to a friend or acquaintanceto a friend or acquaintance

  

SIGNING OFFAlways sign your name after the salutation in Always sign your name after the salutation in the centre of the page, after which you the centre of the page, after which you always always print or type your name and positionprint or type your name and position together together with any titles you may wish correspondents with any titles you may wish correspondents to use when writing to you. NB. Two common to use when writing to you. NB. Two common abbreviations are used when signing off to abbreviations are used when signing off to give certain information:give certain information:

pp.pp. == (per pro) i.e. you are writing (per pro) i.e. you are writing on on behalf of someon elsebehalf of someon else

cc.cc. == (carbon copy) i.e. you are also (carbon copy) i.e. you are also sending a copy of the sending a copy of the

letter to letter to someone elsesomeone else

A TYPI CAL CLOSE

____________________________________________________________________________________________. I also wish to thank you for your __________. I also wish to thank you for your cooperation in this matter and look forward to cooperation in this matter and look forward to hearing from you at your earliest convenience (as hearing from you at your earliest convenience (as soon as possible, by return of post).soon as possible, by return of post).

Yours faithfully,Yours faithfully, signaturesignature

John M. Dodds, British Hon. ConsulJohn M. Dodds, British Hon. Consulpp & cc Mr. Charles de Chassironpp & cc Mr. Charles de Chassiron

British Consul GeneralBritish Consul General

PARAGRAPH STRUCTUREOpeningOpening          sets the tonesets the tone            expresses thanks for any previous expresses thanks for any previous

correspondence or contactcorrespondence or contact            introduces writer and his or her introduces writer and his or her

organisationorganisation            states purpose of letterstates purpose of letter

PARAGRAPH STRUCTURECorpusCorpus

          always plan your sequencealways plan your sequence

          make your points as clearly as possiblemake your points as clearly as possible

          ask any questions or make any enquiry ask any questions or make any enquiry you feel necessary for the you feel necessary for the

communication communication to continue to succeedto continue to succeed

          always answer any question or query always answer any question or query posed in previous correspondence posed in previous correspondence

          you should be exhaustive without being you should be exhaustive without being long-windedlong-winded

PARAGRAPH STRUCTUREEndingEnding        thank the person for writing (especially if thank the person for writing (especially if

you haven’t already done so)you haven’t already done so)        thank the person for (presumed) help and thank the person for (presumed) help and

cooperation if you are asking for somethingcooperation if you are asking for something       encourage further correspondence or encourage further correspondence or

other form of contact (usually with other form of contact (usually with expressions like “look forward to”, “if you expressions like “look forward to”, “if you need further information, don’t hesitate to” )need further information, don’t hesitate to” )

    recap the main points briefly if the letter is recap the main points briefly if the letter is complex, using expressions like “to go over complex, using expressions like “to go over the main points briefly”, “to sum up” etc.the main points briefly”, “to sum up” etc.

LETTER TYPOLOGYEnquiriesEnquiries• requesting information, catalogues, prices, requesting information, catalogues, prices,

estimates, dates, details, samples; suggesting if estimates, dates, details, samples; suggesting if something is possible, methods of payment, asking something is possible, methods of payment, asking for discounts, delivery times etc.for discounts, delivery times etc.

Replies & QuotesReplies & Quotes• confirming help, selling products, referring to confirming help, selling products, referring to

someone, suggesting demonstrations,contacting someone, suggesting demonstrations,contacting local representatives; quotations, local representatives; quotations, price lists, price lists, discounts, alternatives to something, explaining discounts, alternatives to something, explaining payment, delivery times, product training payment, delivery times, product training programmes, fixed and negotiable terms, estimatesprogrammes, fixed and negotiable terms, estimates

LETTER TYPOLOGYOrdersOrders•   placing orders, letters of acceptance, confirming placing orders, letters of acceptance, confirming

conditions and terms, delivery times, packing, conditions and terms, delivery times, packing, shipping, accepting or rejecting changes, delivery shipping, accepting or rejecting changes, delivery delays, refusing a delivery, etc.delays, refusing a delivery, etc.

PaymentPayment•   invoices, pro-forms, statements of account, methods invoices, pro-forms, statements of account, methods

of payment (home and abroad), advice of payment, of payment (home and abroad), advice of payment, of non-payment, asking to defer payment, switching of non-payment, asking to defer payment, switching to installments, first and second requests for to installments, first and second requests for payment, further reminders and final demands.payment, further reminders and final demands.

LETTER TYPOLOGYComplaintsComplaints• writing complaints, explaining problems, suggesting writing complaints, explaining problems, suggesting

acceptable solutions, replies to complaints, acceptable solutions, replies to complaints, justifiable and unjustifiable complaints, explaining justifiable and unjustifiable complaints, explaining company’s situation,adjusting accounting errorscompany’s situation,adjusting accounting errors

Credit & BanksCredit & Banks• forms of credit, credit requirements, asking for forms of credit, credit requirements, asking for

credit, accepting/refusing credit, taking up credit, accepting/refusing credit, taking up references, guarantors, credit rating, bank facilities, references, guarantors, credit rating, bank facilities, opening/closing accounts, negotiating interest on opening/closing accounts, negotiating interest on deposit accounts, requesting cheque books, credit deposit accounts, requesting cheque books, credit cards, overdrafts, standing orders, loans, cards, overdrafts, standing orders, loans, mortgages.mortgages.