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• Part 3
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• Resources
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I.•
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• 9-
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• Situations/tasks, checklists, build-up
• sheets and final versions
•
• 9.1 Letters
• Letter-writing situation/task 1
• Situation: You work as Assistant Sales Manager for Cybergames Ltd, which designs original

• training games for business organisations. You are planning an exclusive half-day
demonstration of your new games, 'Takeover' and 'Marketing Manager'. This will

• take place at the head office for special customers only. Your Chief Designer, Ms
Pauline Davi, will open the demonstration. There will also be a buffet lunch .

• Your company is based at:

• 44 Regent Street, London WC1 2EE .

• Task: Write a letter of invitation to Mr Roland Jenks, the Sales Director for Business
Lines Ltd who, you hope, will market the new games. Include details such as

• date, times, venue, etc, plus a timetable for the half day. Give him a brief
description of the new games .

• The address of Business Lines Ltd is:

• 2 Bridge Street, Oxford, OX2 4JF.

• You may invent any details that you feel are necessary .

• Letter-writing situation/task 2
• Situation: Your manager at Continental Furnishings, 4 Rupert Street, Bolton, BL4 6JH, has

• asked you to reserve display space at the Summer Furniture Exhibition in

Augsburg, Germany. This takes place over a 3-day period at the Conference and

• Exhibition Centre in the city. You need to book:

• • 5 display areas

•
• an office area to accommodate 3 staff
• the services of a lighting technician

• • overnight accommodation for 2 staff for 2 nights.

• Task: Write a letter to the Exhibition Secretary, Mr Gerhard Strauss, detailing all your
needs. Ask for early confirmation of the booking and for the invoice to be sent to

• your Accounts Department. The address of the centre is:

Bahnhofstrasse 77, 86399 Augsburg, Germany .

• You may invent any details that you feel are necessary .

•
• 105

•
Situations/tasks, checklists, build-up sheets and final versions
•
•
Letter-writing situation/task 3 •
Situation: You work in the Sales Department of Starlight Perfumes Ltd which manufactures
•
ladies' perfumes. You are looking to establish a market in Eastern Europe.
Recently in London you met Mrs Liliana Vucic, who is Chief Buyer for a chain of
•
department stores in Jugoslavia. Her contact address is:

•
•
64 Skadalije, 11000 Belgrade.

Task: Write a letter to Liliana Vucic from your offices at 4 Rosewood Square, Chelsea,
London SW4 6BJ.
•
Tell her about your products and ask for her advice on establishing a new market
in Eastern Europe. •
You may invent any details that you feel are necessary.
•
•
Letter-writing situation/task 4
•
Situation: Your company, Antico Accountants, which is situated at:
•
Arenales 1880, in the city of Martinez in Argentina
•
has received an estimate for new furniture for 4 of your branch offices. The
estimate is wrong for the following reasons:
•
• 1 office has not been included in the estimate
•
•
•
only half the desks you need have been quoted
the delivery date is 2 weeks later than requested. •
You have tried to telephone the firm supplying the estimate without success.
•
Task: Write a letter to the Sales Manager of Alonso Office Supplies. Point out the
•
mistakes and state exactly what you require. Mention the correct delivery date.
The address of the firm is:
•
Avellanada 460, San Isidro, Buenos Aires, Argentina.
•
You may invent any details that you feel are necessary.
•
•
Letter-writing situation/task 5
Situation: You are employed by the Scottish Clothing Company based in Edinburgh,
Scotland. An important new German customer, Timpops and Sons, has written to
•.1
complain about a missing order for 250 Scottish caps.The firm is demanding
compensation for loss of sales. Timpops is a customer you want to keep in future.
•
Task: From your head office at 84 Castle Street, Edinburgh EB2 6AJ, write a letter to
•
•
the Manager of Timpops. Say what has happened to the order and tell her when
delivery will take place. The address to write to is:

Bismarckstrasse 45-53,42115 Wuppertal.

•
You may invent any details that you feel are necessary.
•
•
•
106 •
•
• Letters

•
• Letter-writing situation/task 6

• Situation: This year your firm, Sparks Electronics, celebrates 25 years in business. You are

• holding a celebration party at a local hotel - reception, dinner, and dancing for
staff and customers. Your Chairman wants a famous television personality to be

• chief guest and speaker. His first choice was not able to attend, and he now
wants Mrs Helena Papas, who has a daily chat show on Sky TV.

• Task: From your address at 388 Baker Street, London WC2 2EH, write a letter of

• invitation to Mrs Papas giving details of the event and a brief timetable for the
evening. An early reply is essential. Mrs Papas' business address is:

• Sky TV, Satellite House, Kew Road, London SW9 4AB .

• You may invent any details that you feel are necessary .

•
• Letter-writing situation/task 7

• Situation: You work for International Plastics Ltd in Dundee, Scotland. Last week you flew to
Stockholm in Sweden with a local airline, Tartanair. You were unhappy with the

• flight - delayed departure, no upgrade to Business class, poor service, and a

very rude flight attendant when you complained .

• Task: From your head office address, which is 84 Church Street, Dundee DD2 4YS, write

•
a letter to the Customer Services Manager at Tartanair. Detail your experiences
and ask her for some compensation. Point out that any future bookings from your

•
firm will depend on their response. The address to write to is:

Tartanair House, 2 The Lapwings, Glasgow GL 1 4BJ .

• You may invent any details that you feel are necessary .

•
• Letter-writing situation/task 8

• Situation: You work for Meridian Carpets Ltd, whose address is:

• 4 Station Yard, Tewkesbury, TK3 4DN.

• You have received a request from a women's group, Women Working from Home,
for a tour of your factory. Your MD, Mrs Indira Patel, has agreed to a 3-hour visit

• (maximum 15 persons). The visit, which will start from the reception area, will
include:

• • welcome with coffee

• • a talk by the chief designer, Sandy Tate

•
• a full tour of the factory
• lunch with the Sales Chief .

• The visit is arranged for Tuesday 26 March, starting at 9.30 am .

•
'.
Task: Write a letter replying to the Chairperson of the group, Mrs Anita Kapaldi, giving
her full details of the agreed visit. Her address is:

The Old Post Office, Brockhampton, Cheltenham CH4 2BR .

• You may invent any details that you feel are necessary .

•
• 107

•
Situationsltasks, checklists, build-up sheets and final versions
•
•
Letter-writing situation/task 9 •
Situation: As an assistant in the Accounts Section at the Tianhenman Plaza Hotel in Beijing
•
you have to deal from time to time with complaints about bills. An American
company, Timewise Ltd, has sent back an invoice sent by the hotel for a 3-night
•
stay by Mrs Hilary DuPont, their Chief Buyer. They complain that the charges for
the room, food ordered, and telephone calls are too high.
•
Task: From your address in Beijing, which is:
•
44 Wangfujing Avenue, Beijing 10006
•
Write a letter of reply to the Senior Accountant at the firm and explain the high
charges. Give details of the requests by Mrs DuPont which account for the
•
unexpected charges. The address of Timewise Ltd, a customer whose valuable
account you do not want to lose, is:
•
68 Union Square, New York 46150, USA.
•
You may invent any details that you feel are necessary.
•
•
Letter-writing situation/task 10
•
Situation: You work as an administrative assistant at the Gunter Hopp Fitness and Leisure
Club, situated at: •
Koniginstrasse 54, 11203 Berlin.
•
Your manager is Herr Rudi Barenbohm and he has given you a list of candidates
•
•
for a vacancy at the club. Interviews will take place on 16 November. Before the
interviews, which start at 14.00 hrs, there will be a tour of the club and a meeting

•
with other staff. These activities will take an hour, followed by the interviews
which will be in alphabetical order.

Task: Write a letter of invitation to one of the candidates, Ms Natasha Braun, giving
details and timings for the afternoon. Her address is: •
Michelangelostrasse 19, 10409 Berlin.
•
Rudi has asked you to remind all candidates to bring along their qualification
•
certificates.

•
•
You may invent any details that you feel are necessary.

•
•
•
•
•
•
•
•
108 •
•
• Letters

•
• Letter-writing situation/task 1: checklist
•
• 1 LAYOUT

• Name of writer Student's name

• Address of writer Cybergames Ltd

44 Regent Street

• London
WC12EE

• Name of addressee Mr Roland Jenks

• Inside address Sales Director

Business Lines Ltd

• 2 Bridge Street
Oxford

• OX24JF

• Salutation

Complimentary close
Dear Mr Jenks

Yours sincerely

• Suitable date Date of examination

• 2 CONTENT

• Main subject of letter Demonstration of new business games

• Key points 1 Invitation to demonstration 4 Attendance of Chief

Designer

• 2 'Takeover' and 'Marketing

Manager'
5 Timetable for morning

• 3 Date/times/venue 6 Hope addressee can

• Special customers only invited

attend

•
Additional details

Additional invented details 1 'Takeover' - all the problems 3 Arrival, coffee, introduction

• of taking over a company of games

• 2 'Marketing Manager' - 4 'Hands-on' testing,

methods for success in questions, lunch

• Opening sentence
positive team building

I write to invite you to the presentation of our latest business

• games

• Closing sentence I look forward to the pleasure of seeing you at the demonstration

• 3 STYLE AND TONE

Writer/addressee relationship Assistant Manager writing to Sales Director and valued

• customer

• Purpose of letter

Suitable phrases
To ensure the attendance of Mr Jenks at the demonstration

1 exclusive occasion 4 learn a lot from both games

• 2 most valued customers 5 and at same time enjoyable

• 3 sure you will enjoy 6 look forward to the pleasure

•
• 109

•
Situations/tasks, checklists, build-up sheets and final versions
•
•
Letter-writing situation/task 2: checklist •
•
1 LAYOUT
•
Name of writer Student's name
•
Address of writer Continental Furnishings
4 Rupert Street
•
Bolton
BL46JH
•
Name of addressee Mr Gerhard Strauss
•
Inside address Conference and Exhibition Centre
Bahnhofstrasse 77
•
86399 Augsburg
Germany •
•
Salutation

Complimentary close
Dear Mr Strauss

Yours sincerely •
Suitable date Date of examination
•
2 CONTENT
•
Main subject of leiter Request for exhibition space and accommodation
•
Key points 1 5 display areas 4 2 nights accommodation
for 2 persons
•
2 office area for 3 staff 5 early confirmation
•
3 lighting technician 6 invoice Accounts
•
Additional details 3 living areas, 2 bedrooms
Department

•
Additional invented details 1 altended last year 3 looking for further new
•
2 several orders taken last 4
customers
•
Opening sentence
year

I wish to reserve display space and accommodation for the

summer exhibition
•.1
Closing sentence I look forward to your early confirmation of our booking .1
3 STYLE AND TONE

Writer/addressee relationship Assistant Manager to conference organiser/business-like,

respectful
•.1
Purpose of leiter To secure reserved space and accommodation
•
Suitable phrases 1 we shall require 4 please send invoice
•
•
2 found last year enjoyable 5 more orders from German
firms

3 and successful for business 6

•
•
110 •
•
• Letters

•
• Letter-writing situation/task 3: checklist
•
• 1 LAYOUT

• Name of writer Student's name

• Address of writer Starlight P~rfumes

4 Rosewood Square

• Chelsea
London SW4 6BJ

• Name of addressee Mrs Liliana Vucic

• Inside address 64 Skadalije

11000 Belgrade

• Yugoslavia

• Salutation Dear Mrs Vucic

• Complimentary close Yours sincerely

• Suitable date Date of examination

• 2 CONTENT

Main subject of letter Advice on new markets for perfumes

• Key points 1 Recent meeting in London 4 Outline Starlight product

• 2 Chief Buyer for department

range

5 Ask for advice

• stores

• 3 Starlight seeking new

markets
6

• Additional details Mrs Vucic expert in her field Enjoyed meeting and talking
to her

• Additional invented details 1 Starlight covers all age 3 Firm looking for European

• ranges agent

•
2 New perfume called 'Eastern 4
Sunset'

i.
•
•
Opening sentence

Closing sentence

3 STYLE AND TONE

Writer/addressee relationship
It was a great pleasure to meet you recently in London

I look forward to receiving your suggestions and advice

Asst Sales Manager to Chief Buyer/respectful, warm,

• complimentary

•
Purpose of letter To gain advice and hopefully strengthen connection

Suitable phrases 1 you 'opened my eyes' 4 your valuable advice

• to opportunity

• 2 left feeling very enthusiastic 5 your considerable

experience in field

• 3 wide range of perfumes 6 would be most welcome

•
• III

•
Situations/tasks, checklists, build-up sheets and final versions
•
•
Letter-writing situation/task 4: checklist •
•
1 LAYOUT
•
Name of writer Student's name
•
Address of writer Antico Accountants
Arenales 1880
•
Martinez City
Argentina
•
Name of addressee The Sales Manager •
Inside address Alonso Office Supplies
•
Avellanada 460
San Isidro
•
Buenos Aires
Argentina
•
•
Salutation

Complimentary close
Dear Sir

Yours faithfully •
Suitable date Date of examination
•
2 CONTENT
•
Main subject of letter Wrong estimate for office furniture
•
Key points 1 estimate for furniture wrong 4 only half the desks ordered

•
2 for 4 branch offices 5 wrong delivery date
•
3 only 3 offices in estimate 6 no telephone response
•
Additional details Clear order instructions Exact delivery date •
Additional invented details 1 number of desks/chairs for 3 disappointed by poor
•
each office

2 order worth thousands of

service

4 expect better, or cancel •

dollars order
•
Opening sentence I regret to inform you that the estimate you sent is not correct
•
•
Closing sentence Please confirm by return that everything is now in order

3 STYLE AND TONE

Writer/addressee relationship Asst Accounts/Sales to Sales Manager/formal, business-like,

•
sharply to the point
•
•
Purpose of letter To correct inaccuracies and obtain improved service

Suitable phrases 1 number of serious errors 4 our precise wishes

2 clearly instructed 5 give serious attention to

•
3 very disappointed 6 may consider cancelling
•
•
112 •
•
 • Letters

•
• Letter-writing situation/task 5: checklist
•
• 1 LAYOUT

• Name of writer Student's name

• Address of writer Scottish Clothing Company

84 Castle Street

• Edinburgh
EB26AJ

• Name of addressee The Manager

• Inside address Timpops and Sons

Bismarckstrasse 45-53

• 42115 Wuppertal
Germany

• Salutation Dear Madam

• Complimentary close Yours faithfully

• Suitable date Date of examination

•
2 CONTENT

Main subject of letter Apology for non-delivery of order

• Key points 1 order for 250 Scottish caps 4 accept sincere apologies

• 2 checked our files 5 new delivery date

• confirmed as

• 3 highly valued customer 6 additional 10% discount

• Additional details

• Additional invented details 1 order held up in Despatch 3 delivery inside 3 days

• Dept

2 computer showed your 4 business relationship 15

• account in arrears years

• Opening sentence I was very sorry to learn that your order has not arrived

•
Closing sentence Please accept our sincere apologies again

3 STYLE AND TONE

• Writer/addressee relationship Asst Sales Manager to Manager/apologetic and reassuring

• Purpose of letter To apologise, and assure customer of good service

• Suitable phrases 1 very sorry to learn 4 I have personally

supervised

• 2 inconvenience caused 5 delivery by special carrier

• 3 error on computer records 6 continue to do good

• business

•
•
I.
113
Situations/tasks, checklists, build-up sheets and final versions
•
•
Letter-writing situation/task 6: checklist •
•
1 LAYOUT
•
Name of writer Student's name
•
Address of writer Sparks Electronics
388 Baker Street
•
Name of addressee
London WC2 2EH

Mrs Helena Papas •

Inside address Sky TV
•
Satellite House
Kew Road
•
London
SW94AB
•
Salutation Dear Mrs Papas
•
Complimentary close Yours sincerely

•
•
Suitable date Date of examination

2 CONTENT

Main subject of letter Invitation to appear as chief guest and speaker

•
Key points 1 25 years in business 4 timetable for evening
•
2 celebration for staff and 5 daily TV chat show
•
customers
•
•
3 date and venue 6 Chairman's choice of
speaker

Additional details Early reply will be welcome Do not mention 2nd choice!
•
Additional invented details 1 chat show much admired 3 choose own speech topic
•.1
2 chosen for popularity/talent 4 speech around 30 minutes

•
Opening sentence

Closing sentence
Sparks Electronics invite you to be chief guest.. ..

I hope you will be able to accept our invitation •

3 STYLE AND TONE •
Writer/addressee relationship Asst Manager to TV personality/admiring, warm, respectful
•
Purpose of letter To persuade the addressee to attend celebration
•
Suitable phrases 1 enjoy your show 4 guests will be thrilled

•
2 sure you will entertain 5 technology experts
•
3 and stimulate 6 greatly look forward to
•
•
•
114 •
•
• Letters

•
• Letter-writing situation/task 7: checklist
•
• 1 LAYOUT

• Name of writer Student's name

• Address of writer International Plastics Ltd

84 Church Street

• Dundee
DD24YS

• The Customer Services Manager

•
Name of addressee

Inside address Tartanair

• Tartanair House
2 The Lapwings

• Glasgow
GL 1 4BJ

• Salutation Dear Madam

• Complimentary close Yours faithfully

• Suitable date Date of examination

• 2 CONTENT

Main subject of letter Complaint about airline's poor service

• Key points 1 flight to Stockholm 4 complaint ignored

• 2 flight no/date/time 5 request for compensation

• 3 delays/poor service/
rudeness
6 further custom doubtful

• Additional details

• Additional invented details 1 delay of 2 hours 3 attendant referred me to

• 4 customer services

•
2 cold in-flight food

• Opening sentence I wish to register a strong complaint about my recent flight

• Closing sentence I hope you will give serious consideration to my request

3 STYLE AND TONE

• Writer/addressee relationship Customer to Customer Services Manager

• Purpose of letter To express dissatisfaction and request compensation

• Suitable phrases 1 very disappointed 4 other passengers angry

• 2 nearly missed important 5 attendant very rude

•
meeting

3 food and service a disgrace 6 further booking unlikely

•
•
• 115

•
Situations/tasks, checklists, build-up sheets and final versions
•
•
Letter-writing situation/task 8: checklist •
•
1 LAYOUT
•
Name of writer Student's name
•
Address of writer Meridian Carpets Ltd
4 Station Yard
•
Tewkesbury
TK34DN
•
Name of addressee Mrs Anita Kapaldi •
Inside address Women Working from Home
•
The Old Post Office
Brockhampton
•
Cheltenham
CH42BR
•
Salutation Dear Mrs Kapaldi
•
Complimentary close Yours sincerely
•
•
Suitable date Date of examination

2 CONTENT

Main subject of leiter Confirmation of factory visit for women's group

•
Key points 1 Confirm acceptance by MD 4 Factory tour
•
2 Date/time/start reception 5 Lunch with Sales Chief
•
coffee
•
3 Talk by Sandy Tate 6 Maximum 15 persons

•
Additional details MD Mrs Indira Patel
•
Additional invented details 1 staff used to having visitors 3 and show their skills

•
2 always happy to talk
•
Opening sentence You will be pleased to hear that our MD has given permission
•
Closing sentence
for your group to visit our factory

We all look forward to seeing you on the 26 March •

3 STYLE AND TONE •
Writer/addressee relationship Asst Manager to Chair of women's group/warm and friendly
•
Purpose of leiter To confirm acceptance of request for visit and outline
arrangements •
Suitable phrases 1 pleased to hear 4 welcome your comments
•
2 15 max for safety reasons 5 you may wish to order
•
3 find tour very interesting
•
• !

116

.'
.1
I
• Letters

•
• Letter-writing situation/task 9: checklist
•
• 1 LAYOUT

• Name of writer Student's name

• Address of writer Tianhenman Plaza Hotel

44 Wangfujing Avenue

• Beijing 10006

• Name of addressee The Senior Accountant

• Inside address Timewise Ltd

68 Union Square

• New York 46150

USA

• Salutation Dear Sir

• Complimentary close Yours faithfully

• Suitable date Date of examination

• 2 CONTENT

Main subject of leiter Answering complaint about hotel charges

• Key points 1 leiter re invoice for 4 Mrs DuPont's requests

•
Mrs DuPont

2 high charges for room and 5 all items on invoice

• service

• 3 during 3-night stay 6 value your account highly

• Additional details

•
• Additional invented details 1 Mrs DuPont entertained
in room
3 banquet for 16 final
evening

• 2 drinks and snacks services 4 many telephone calls

•
made

Opening sentence Thank you for your leiter concerning Mrs DuPont's invoice

• Closing sentence We hope this explanation is helpful and look forward to

•
continuing a good business relationship with your company

•
3 STYLE AND TONE

Writer/addressee relationship Accounts Assistant to Senior AccountanUrespectful,

• informative, firm

• Purpose of leiter To explain high charges and retain customer goodwill

Suitable phrases 1 we apologise for distress 4 value for money services

• 2 invoice clearly shows 5 we trust and hope

• 3 Mrs DuPont wants the best 6 we look forward to

•
• 117

•
Situations/tasks, checklists, build-up sheets and final versions
•
•
Letter-writing situation/task 10: checklist •
•
1 LAYOUT
•
Name of writer Student's name
•
Address of writer Gunter Hopp Fitness and Leisure Club
Kbniginstrasse 54
•
11203 Berlin

•
Name of addressee Ms Natasha Braun •
Inside address Michelangelostrasse 19
•
10409 Berlin
•
•
•
Salutation Dear Ms Braun

Complimentary close Yours sincerely

Suitable date Date of examination

•
2 CONTENT
•
Main subject of letter Inform about interview arrangements
•
•
Key points 1 invite for interview as asst 4 Mr R Barenbohm
instructor (Manager)

2 14.00 hrs on 16 November 5 alphabetical order

interviews •
3 1-hour tour, meet other staff 6 qualification certificates
•
Additional details Gunter Hopp Fitness Centre •
Additional invented details 1 4 other candidates 3 report to reception on
•
2 enclose map and directions 4
arrival

•
•
Opening sentence

Closing sentence
I am pleased to invite you for interview on 16 November

I look forward to meeting you on 16 November •

3 STYLE AND TONE •
Writer/addressee relationship Admin Assistant to job applicanUfriendly and informative
•
Purpose of letter Detail interview arrangements; put candidate at ease
•
Suitable phrases 1 shortlist of 5 candidates for
position
4 please do not forget ...

•
2 very successful club 5 prompt start at 13.00 hrs
•
3 friendly and helpful staff 6 any questions, please
•
contact
•
•
118 •
•
• Letters

•
• LETTER WRITING CHECKLIST FOR SITUATION/TASK

• 1 LAYOUT

• Name of writer

• Address of writer

•
•
• Name of addressee

• Inside address

•
• Salutation

• Complimentary close

• Suitable date

• 2 CONTENT

•
Main subject of leiter

Key points 1 4

•
• 2 5

• 3 6

• Additional details

• Additional invented details 1 3

• 2 4

•
•
Opening sentence

Closing sentence

• 3 STYLE AND TONE

• Writer/addressee relationship

• Purpose of leiter

•
Suitable phrases 1 4

• 2 5

• 3 6

•
•
• 119

•
Situations/tasks, checklists, build-up sheets and final versions
•
•
Sample letter-writing build-up sheet for situation/task I
•
•
•
Key points

We are holding a demonstration of our new business games. The games are 'Takeover' and
'Marketing Manager'. This will take place on 26 March starting at 10.00 am. Our Chief
Designer will be present. I enclose a timetable. We hope you can attend. •
(43 words)
•
•
•
•
•
•
•
•
Additional details

We are holding a demonstration of our new business games. The games are 'Takeover' and
'Marketing Manager'. This will take place on 26 March starting at 10.00 am. Our Chief
Designer will be present. Special customers only are invited. I enclose a timetable. We hope •
you can attend.
•
(47 words)
•
•
•
•
•
•
•
Additional invented details

We are holding a demonstration of our new business games. The games are 'Takeover' and
'Marketing Manager'. This will take place at our head office on 26 March starting at 10.00
am. Our Chief Designer will be present. Special customers only are invited. •
The timetable includes reception and coffee, introduction of games, hands-on testing,
•
questions and lunch.
•
'Takeover' presents all the problems of taking over a company.

'Marketing Manager' contains the methods for success in positive team building. •
We hope you can attend. •
(83 words)
•
•
•
•
120 •
•
• Letters

•
• Sample letter-writing build-up sheet for situation/task 2

•
• Key points

We request space and accommodation for the Summer Furniture Exhibition. We need 5

• display areas and an office area for 3 staff. We need a lighting technician. We also need
accommodation for 2 nights for 2 persons. Invoice our Accounts Department. Send early

• confirmation.

• (39 words)

•
•
•
•
•
• Additional details

We request space and accommodation for the Summer Furniture Exhibition. We need 5

• display areas - 3 areas for living rooms and 2 areas for bedrooms - and an office area for 3
staff. We need a lighting technician. We also need accommodation for 2 nights for 2

• persons. Invoice our Accounts Department. Send early confirmation.

• (48 words)

•
•
•
•
•
•
Additional invented details

We request space and accommodation for the Summer Furniture Exhibition. We need 5

• display areas - 3 areas for living rooms and 2 areas for bedrooms - and an office area for 3
staff. We need a lighting technician. We also need accommodation for 2 nights for 2 persons .

• We attended last year and several orders were taken. We are looking for further new

• customers .

• Invoice our Accounts Department. Send early confirmation .

•
(65 words)

•
•
•
•
• 121

•
Situations/tasks, checklists, build-up sheets and final versions
•
•
Letter-writing build-up sheet student's blank for situation/task
•
Key points •
•
•
•
•
•
•
•
•
Additional details •
•
•
•
•
•
•
•
•
Additional invented details
•
•
•
•
•
•
•
•
•
•
•
122 •
•
• Letters

•
• Letter-writing situation/task I: completed letter

•
• Cybcrgamcs Ltd
44 Rcgl'nt Street

• London
WCl2EE

• Date of examination

• Mr Roland jenks

• Sales Director
Business Lines Ltd

• :2 Bridge Street
Oxford

• OX24jF

• Dear Mr jenks

• I am writing to invite you to the presentation of our latest computer business games. As
one of our most valued customers, you are, I know, especially interested in this area of the

• market .

• For special customers like yourself we are holding a half-day demonstration of our new
games, 'Takeover' and 'Marketing Manager'. This important occasion will be on the

• morning of 26 March, starting at llJ.uO am. The venue will be our new conference
centre at head office. Our Chief Designer, Ms Pauline Davi, will open the demonstration .

• The timetable for the morning is as follows:

• 10.00 am Arrival and coffee

• 10.30 am
11. 00 am
Introduction to new games by Ms Davi
'Hands-on' session and questions

• 1:2.00 pm BuHet lunch

• 'Take'over'is a game' which presents the' player with the' proble'ms of taking owr anothe'r

•
company. 'Marke'ting Manage'r' involves the' player in methods for succe'ss in marketing
and positive te'am building.We arc very proud of both games; the' technolof,'y is amazing.

•
I am sure you will learn a lot from both games and find them, at the same time', very
enjoyable .

• I feel certain that our companies will profit from this presentation .

• I look fl)l"ward to the pleasure of seeing you at the demonstration .

• Yours sincerely

•
• A,sistant Managl'r

•
• 199 ll'Nds

•
•
•
•
123
Situations/tasks, checklists, build-up sheets and final versions
•
•
Letter-writing situation/task 2: completed letter
•
Continental Furnishings •
4 Rupert Street
•
•
Bolton
BL46JH

Date of examination
•
Mr Gerhard Strauss
•
Conference and Exhibition Centre
BahnhofStrasse 77
•
86399 Augsburg
Germany
•
Dear Mr Strauss
•
I wish to reserve display space and accommodation for the summer exhibition at the
•
Conference and Exhibition Centre.
•
This year we shall require 5 display areas. We intend to use 3 of these for a display of
living areas and 2 for bedrooms. As well as the 5 display areas we also need an office area
•
for 3 people to work in, and the services of a lighting technician. In addition, will you
please reserve for our use accommodation for 2 persons for 2 nights?
•
•
As you know we attended last year's exhibition. I am pleased to tell you that we found it
most enjoyable. We took several orders at the exhibition and a few more afterwards. This
year we are looking for more customers and, we hope, more orders from German firms.

Will you please invoice our Accounts Department direct for the costs of all our
.'
•
•
.'
reservations?

I look forward to your early confirmation of our booking.

Yours sincerely
•
•
Assistant Manager

.,
•
•
157 words

•
•
•
•
•
•
•
•
•
124
• Letters

•
• Letter-writing situation/task 3: completed letter

•
• Starlight Perfumes
4 Rosewood Square

• Chelsea
London

• SW46BJ

• Date of examination

• Mrs Liliana Vucic

64 Skadalije

• 11000 Belgrade
Jugoslavia

• Dear Mrs Vucic

• It was a great pleasure to meet you recently in London. After talking to you, I left the

• meeting feeling very enthusiastic. You certainly opened my eyes to the opportunity in my
sales job with Starlight Perfumes .

• Our firm is seeking new markets in Eastern Europe, and we are looking for a European

• agent as well. As Chief Buyer for a number of department stores in Eastern Europe, and
as an expert in your field, we want you to give us some advice on these matters .

• Starlight Perfumes make products to suit all age groups. We have a new perfume ready for

• the market. This is called 'Eastern Sunset' and we hope it will be one of our best selling
perfumes .

• I hope very much that you can help us. We admire your great experience in the perfume

• trade and will welcome any advice you are able to give in finding markets and an agent .

• I look forward to receiving your suggestions .

• Yours sincerely

•
• Assistant Sales Manager

•
• 160 words

•
•
•
•
•
•
•
• 125

•
Situations/tasks, checklists, build-up sheets and final versions
•
•
lette ....writing situation/task 4: completed letter
•
Antico Accountants •
Arenales 1880
•
•
Martinez City
Argentina

Date of examination
•
The Sales Manager
•
Alonso Office Supplies
Avellanada 460
•
San Isidro
Buenos Aires
•
Argentina
•
Dear Sir
•
I very much regret to inform you that the estimate you sent is not correct. I have tried to
telephone you about this, but there was no response from your office.
•
When we asked you to provide an estimate for new office furniture, we made it perfectly
•
clear to you what our requirements were. Your estimate contains the following errors:
•
•
•
only 3 of the 4 branch offices are included
only half of the desks we need are included •
• the delivery date is wrong.
•
For each of the 4 offices we require 10 new desks and 20 chairs. We want you to deliver
these on 20 September as instructed. •
We are disappointed by the poor service you offer. We ask you to give serious attention •
to the matter. If we do not receive better service, we may cancel this order, which is
worth thousands of dollars. •
Please confirm by return that everything is now in order. •
Yours faithfully •
•
•
•
Assistant Accounts and Sales Manager

158 words
•
•
•
..:
• '

•. '

126

•
 • Letters

•
• Letter-writing situation/task 5: completed letter

•
• Scottish Clothing Company
84 Castle Street

• Edinburgh
EB26AJ

• Date of examination

• The Manager

• Timpops and Sons

Bismarckstrasse 45-53

• 42115 Wuppertal
Germany

• Dear Madam

• I was very sorry to learn that your order has not arrived .

• I have looked into the matter of the missing 250 Scottish caps, and I am afraid that it is

• our fault. I hope you will accept our apologies for the inconvenience .

• 1 checked the files and found the cause of the problem. An error on our computer
records showed your account to be in arrears. For this reason the Despatch Department

• did not send out your order.

• 1 have personally supervised matters now, and the caps will arrive at your warehouse in 3
days. The new delivery date is the 27th of this month. Delivery will be by special carrier.

• Our firms have been doing business for 15 years and we are anxious to keep such a

• highly valued customer. To compensate you we are happy to offer you a further 10%
discount on the order. 1 hope we can continue to do good business .

• Please accept our sincere apologies once again .

•
•
Yours faithfully

•
•
Assistant Sales Manager

• 162 words

•
•
•
•
•
•
I.•
••
I

127
Situations/tasks, checklists, build-up sheets and final versions
•
•
Letter-writing situation/task 6: completed letter
•
Sparks Electronics •
3RR Baker Street
London •
WC22EH
•
Date of examination
•
Mrs Helena Papas
•
•
Sky TV
Satellite House
Kew Road
London
•
SW94AB
•
Dear Mrs Papas
•
Sparks Electronics invite you to be the chief guest and speaker at our '25 Years in
Business' celebration, which will be attended by our staff and customers.
•
Our Chairman, who is a great admirer of you and your chat show, has made you his first
•
choice. His reasons are your great talent and your popularity. He looks forward greatly to
your acceptance.
•
The celebration will be held on the evening of 24 June at the Shangri-la Hotel, starting •
at 19.30. The timetable is as follows:
•
19.00
20.00
Drinks Reception
Dinner •
21.30
22.15
Chairman's Welcome and Guest Speaker
Dancing •
If you accept the invitation, we hope you will speak for about half an hour. The choice of •
topic is entirely yours. Our guests, mainly electronics experts, will be thrilled to listen. So
many have said they enjoy your show. I am sure your speech will be both entertaining •
and stimulating.
•
An early reply to this invitation will be welcome.
•
I hope you will be able to accept our invitation.
•
Yours sincerely
•
•
Assistant Manager
•
•
168 words

•
•
•
•
128 •
•
• Letters

•
• Letter-writing situation/task 7: completed letter

• International Plastics Ltd

• 84 Church Street

•
Dundee
DD24YS

• Date of examination

• The Customer Services Manager

• Tartanair
Tartanair House

• 2 The Lapwings
Glasgow

• GLl 4BJ

• Dear Madam

• I wish to register a very strong complaint about my recent flight with your company,
Tartanair.

• Last Tuesday I flew to Stockholin with Tartanair on flight number TT166 from Glasgow. I

• was very disappointed indeed with the arrangements .

• The trouble started with a 2-hour delay at the airport. On board the plane things steadily
got worse. All the in-flight food was cold, and, when I complained to the flight attendant,

• my comments were ignored. Your flight attendant, who was very rude to me, told me to
contact your Customer Services Department. A number of other passengers were also

• very angry that the food and service were a disgrace .

• As a result of all this I very nearly missed an extremely important meeting in Stockholm .
I think that some compensation is due, and at this time a further booking from my firm

• is unlikely .

• I hope you will give serious consideration to my request .

• Yours f.1ithfully

•
• Manager

•
•
154 words

•
•
•
•
•
•
• 129

•
Situations/tasks, checklists, build-up sheets and final versions
•
•
Letter-writing situation/task 8: completed letter
•
Meridian Carpets Ltd •
4 Station Yard
Tewkesbury •
TK34DN
•
Date' of examination
•
Mrs Anita Kapaldi
Women Working from Home •
•
.'
The Old Post Office
Brockhampton
Cheltenham
CH42BR
.1
Dear Mrs Kapaldi

You will be pleased to hear that our MD has given permission for your group to visit
our factory.
.'•
The date for your visit will be 26 March starting at 10.00. I have agreed with our MD.
Mrs Indira Patel. the following timetable: •.1
10.00
10.30
Arrive at reception and coffee
Talk by Chief Designer, Sandy Tate
•
11.00
12.00
Tour of the factory
Lunch with our Sales Chief
•
The numbers for the visit are limited to 15 persons for safety reasons. I am sure you will
•
find the tour interesting. Our staff are used to having visitors. They will enjoy talking to
you and showing you their skills.
•
After the tour, over lunch with the Sales Chief, we will welcome your comments about •
the factory and its products. You may wish to order some goods after you have seen how
they are made. •
We all look forward to seeing you on 26 March. •
Yours sincerely •
•
Assistant Manager •
•
153 words
•
•
•
•
•
•
130 •
•
• letters

•
• Letter-writing situation/task 9: completed letter

• Tianhenman Plaza Hotel

• 44 Wangfujing Avenue

•
Beijing 10006

•
Date of examination

•
The Senior Accountant
Timewise Ltd

•
68 Union Square
New York 46150

•
USA

• Dear Sir

• Thank you very much for your letter concerning Mrs DuPont's invoice.

• I have personally checked the invoice, and confirm that all items listed for her 3-night
stay are correct. There are no mistakes on the invoice.

• The charges for room and service may seem high, but I think you ,vill find that there is a

• simple explanation for this. The charges are based on Mrs DuPont's requests. These
included:

• • entertaining guests and clients in her room with drinks and snacks services

• •
•
a banquet for 16 persons on her final night
many telephone calls made from her room .

• Please accept our apologies for any distress caused, but we assure you that the amounts

• are correct. We also assure you that we value your account higWy,and try to offer you
value-for-money services at all times .

• We hope that this explanation is helpful, and look forward to continuing a good business

• relationship with your company.

• Yours faithfully

•
• Accounts Assistant

•
•
161 words

•
•
•
•
•
I.
•
•
131
Situations/tasks, checklists, build-up sheets and final versions
•
•
Letter-writing situation/task 10:completed letter
•
Gunter Hopp Fitness and Leisure Club •
Koniginstrasse 54
11203 Berlin •
Date of examination •
Ms Natasha Braun •
Michelangelostrasse 19
10409 Berlin •
Dear Ms Braun •
I am very pleased to invite you for interview on 1(, November. •
The interviews with our manager, Mr Rudi Barenbohm, for the post of Assistant •
Instructor will start at 14.00. Before the interviews there will be a 1-hour tour of the
•
•
Gunter Hopp Fitness Centre. On the tour you will meet many of the friendly and
helpful staff of this successful club. We therefore ask you to arrive at the Centre in good

•
time for a prompt start at 13.00.

•
There is a shortlist of 5 for the post. Interviews will be in alphabetical order. Mr
Barenbohm wants to see your qualification certificates, so please do not forget to bring
these with you.
•
I enclose a map of the area and details of the arrangements. Please report to reception on
arrival. If you have any questions, do not hesitate to contact me.
•
I look forward to meeting you on 16 November.
•
Yours sincerely
•
•
Administration Assistant
•
•
152 words
•
•
•
•
•
•
•
•
•
•
132 •
•
• Memos

•
• 9.2 Memos
•
• Memo-writing situation/task 1

• Situation: You work as personal secretary to the new Managing Director of Bentham
Ceramics Ltd. The Sales Manager, Carol Dando, is due to retire in a month's

•
time. The local Crossways Hotel has been booked for the occasion, an evening
party to which all staff have been invited. There will be a dinner dance and a

• presentation to Carol by the new MD, Eric Roberts. He has only been in the job
for two weeks .

• Task: Write a memo to the MD reminding him about the occasion and giving details

•
about:

• Carol's 30 years with Bentham's, starting as office assistant

• • Arrangements for the retirement party

• • The MD's part in the proceedings .

•
You may invent any details you think are necessary .

• Memo-writing situation/task 2
• Situation: You work as the manager of City Taxis in the capital city of your country. Over the

• last 3 weeks several of your taxis have had traffic accidents. Medical staff at the
hospital reported that your drivers were 'too tired to be driving cars'. You have

• since found out that some of your drivers are working for another taxi firm at
night.

• Task: Write a memo to all drivers, giving details of your findings. State clearly the firm's

• policy on safety and working contracts. Give a clear warning of the penalty if the
policy is ignored in future .

• You may invent any details that you think are necessary .

•
• Memo-writing situation/task 3

• Situation: You work as the Assistant Manager of the Osaka Zip Fastener Company in
Japan. Recently business has increased by over 100% and the number of staff

• has doubled. The floor space of your factory is now too small for the workforce
and the machinery. The Health and Safety Officer has asked for a review of the

• situation. He thinks workers are at risk.

• Task: Write a memo to the Health and Safety Officer, Mr Kazuyo Akiko. Give your
opinion on the situation and your ideas for improvement. A small factory building

• across the road has just become vacant. Suggest to him that an early meeting
with himself and the works supervisor present would be helpful.

• You may invent any details you think are necessary .

•
•
•
•
• 133

•
Situations/tasks, checklists, build-up sheets and final versions
•
•
Memo-writing situation/task 4 •
Situation: You work in the city of Chang Chun as Assistant Manager of a large electrical
•
showroom. Your area supervisor, Mr T Cheong, has sent you a letter about his last
visit. He complains about your staff. He says that they do not take pride in their
•
uniform and that they are not helpful to customers. You know that staff are under
pressure, because several staff have not been replaced when they left the firm.
•
Task: Write a memo to all staff asking for improved performahce. Tell them about the
•
•
letter from Mr Cheong and about what you feel about the present situation.

You may invent any details you think are necessary.

•
Memo-writing situation/task 5 •
Situation: You work as a receptionist at Snip and Curl Hair Fashions, which has 6 shops in
•
Los Angeles. Recently you saw an advertisement for a 1-week course in new
hair-styling techniques at a nearby college. You feel it would be useful for 2 new
•
trainees who have just joined the staff of Snip and Curl. The 2 girls are showing a
lot of promise.
•
Task: Write a memo to the area staffing supervisor, Gretchen Tomelty. Give details of
•
the course (dates, times, venue, etc) and say why you think it would be helpful to
the 2 girls, Janet and Carmel.
•
You may invent any details you think are necessary.
•
•
Memo-writing situation/task 6
•
Situation: You are employed as Assistant Manager at Sleepytime Beds Ltd. Six new employees
are due to start at Sleepytime in a week's time, and the works manager has
•
promised to lead a half-day induction course a few days before they start work.
Your MD, Annabella Bergen, usually likes to playa small part in these inductions. •
Task: Write a memo to the works manager, Enrico Celli, reminding him of this promise.
•
Say what usually happens on these occasions, and suggest a suitable date, time,
and timetable for the half day.
•
You may invent any details you think are necessary.
•
•
Memo-writing situation/task 7
•
Situation: Your firm, Speedwell Tools Ltd, which makes electrical household tools, has decided
to change over to a f1exi-hours working system. The hours will be between 6.00 •
am and 21.00 pm. The 250 workers will be able to choose a weekly pattern of
hours. This means a lot of change and staff needs will have to be catered for. A •
meeting with all senior staff has been arranged to discuss plans.
•
Task: As Personnel Manager write a memo to the Catering Supervisor, Mrs Tina Carr,
to tell her about the meeting, and give her some details of the new proposals.
•
Ask her to send to you, in advance of the meeting, her proposals for dealing with
the new hours in her canteen.
•
You may invent any details that you think are necessary.
•
•
134 •
•
• Memos

•
• Memo-writing situation/task 8

• Situation: You are the assistant staffing officer at a large bicycle factory in your country

• which employs over 100 staff. Yesterday there was a serious fire in the works
dining area. This means it will be out of action for 3 weeks. You have hired Meals

• on Wheels Ltd, a mobile catering firm, to provide a temporary and limited

catering service for staff in the car park .

• Task: Write a'memo to all works supervisors, telling them about the problem with the

• fire and the provision you have arranged. Stress that workers will not have the
wide selection of foods and drink that they usually have. The cost for the 2-week

• period will be paid for by the firm .

You may invent any details that you think are necessary .

•
• Memo-writing situation/task 9

• Situation: You work for a road transport firm, Continental Shipping Ltd, which sends trucks

• all over Europe. All trucks have 2 drivers for speed of delivery and also for
security. Recently thieves have broken into a number of trucks at rest stops. All

• the incidents have happened at unscheduled rest stops not on the list which you
give to drivers. The thefts have cost thousands of pounds in loss of goods and in

• damage to vehicle locking systems .

• Task: Write a memo to all drivers about the problem. Remind them of the firm's policy
about rest stops and the rule that vehicles must not be left unattended at any

• time. Outline the penalty for not working as directed in future .

•
You may invent any details that you think are necessary .

• Memo-writing situation/task 10
• Situation: You are employed in the Tourist Information Centre in Hanoi, Vietnam, as the

• senior receptionist. A number of customers have sent letters of complaint to the

Director of Tourism about staff smoking and eating in the main reception and

• booking areas. The Director has asked you to deal with the situation. She insists
that staff must present a better image to customers .

• Task: Write a memo to all staff. Mention the letters and the Director's comments to you.

• Remind the staff of the facilities available to them, and say what you require from
them in the future .

• You may invent any details that you think are necessary .

•
•
•
•
•
•
•
• 135

•
Situations/tasks, checklists, build-up sheets and final versions
•
-,---------------------------------- •
Memo-writing situation/task 1: checklist •
•
1 LAYOUT
•
To Mr Eric Roberts/The MD
•
From

Date
Student's name

Date of examination •
Subject Carol Dando's retirement party
•
2 CONTENT
•
Key points 1 Retirement party 2 For Carol Dando
•
3 20 March 4 Crossways Hotel
•
5 Dinner/dancing 6 Presentation by Mr Roberts •
•
Additional details 1 30 years with firm 2 All staff invited

•
Additional invented details 1 Reception 7.30; dinner 8.00 2 Retirement gift a DVD
system •
3 Presentation 9.00; dancing 4 Plus cheque £500
•
at 9.30

•
•
Sequence of details 1 Retirement party 2 For Carol Dando

3 20 March 4 Crossways Hotel

•
5 All staff invited 6 Dinner and dancing
•
7 Presentation by Mr Roberts 8 30 years with firm •
•
9 Retirement gift a DVD
system
10 Plus cheque for £500

•
11 Reception 7.30; dinner
8.00
12 Presentation 9.00;
dancing 9.30 •
Opening sentence Here are the details for Carol Dando's retirement party
•
Closing sentence If I can be of further help, please do not hesitate to ask
•
3 STYLE AND TONE
•
Writer/addressee

Purpose of memo
relationship Personal secretary to new MD

To inform and remind the MD

Respectful/informative

•
Suitable phrases 1 will take place 2 it is the firm's policy
•
3 good opportunity to 4 cheerful and reliable worker
•
5 short speech praising 6 rest of evening free
•
•
136 •
•
• Memos

•
• Memo-writing situation/task 2: checklist
•
• 1 LAYOUT

• To All drivers

• From

Date
Student's name

Date of examination

• Subject Recent traffic accidents

• 2 CONTENT

• Key points 1 several traffic accidents 2 last 3 weeks

• 3 medical staff reports 4 drivers working at night

• 5 company safety policy 6 warning to drivers

•
• Additional details 1 drivers 'too tired' 2 working contracts clear

•
Additional invented details 1 no serious injuries 2 repair costs high

• 3 may make drivers pay 4 suspended or sacked

• Sequence of details 1 several traffic accidents 2 last few weeks

• 3 no serious injuries 4 medical staff reports

•
• 5 drivers 'too tired' 6 drivers working at night

• 7 company safely policy 8 working contracts clear

• 9 warning to drivers 10 suspended or fired

• 12 may make drivers pay

•
11 repair costs high

• Opening sentence The number of recent accidents involving drivers is causing

concern

• Closing sentence All drivers are instructed to follow company policy

• 3 STYLE AND TONE

• Writer/addressee relationship Manager to employees Stern and firm/authoritative

•
Purpose of memo To warn and reinforce company policy

Suitable phrases 1 causing concern 2 medical reports alarming

• 3 not observing contracts 4 a serious matter

• 5 company will not accept 6 all drivers to obey

•
• 137

•
Situations/tasks, checklists, build-up sheets and final versions
•
•
Memo-writing situation/task 3: checklist •
•
1 LAYOUT
•
To Mr Kazuyo Akiko or Health and Safety Officer
•
From

Date
Student's name

Date of examination •
Subject Factory floor space review
•
2 CONTENT
•
Key points 1 100% increase in business 2 staff doubled
•
3 floor space too small 4 H&S Officer review
•
5 factory vacant 6 suggest early meeting •
•
Additional details 1 workers at risk 2 works supervisor present

•
Additional invented details 1 no injuries 2 re-organise production
•
3 use vacant factory 4 in-depth look at meeting
•
•
•
Sequence of details 1 H&S Officer review 2 workers at risk

3 100% increase in business 4 staff doubled

•
5 floor space too small 6 no injuries
•
7 suggest early meeting 8 in-depth look at meeting •
•
9 works supervisor present 10 factory vacant

•
11 re-organise production 12 use vacant factory
•
Opening sentence I am aware of your request for a review of working conditions
•
Closing sentence Please contact me to discuss a suitable date for the meeting
•
3 STYLE AND TONE
•
Writer/addressee relationship Assistant Manager to Health
and Safety Officer
Friendly/purposeful

•
Purpose of memo Response to request for action
•
Suitable phrases 1 no cause for alarm 2 I agree fully with ...
•
•
3 the present situation 4 suitable accommodation

5 views of works supervisor 6 put forward ideas

•
138 •
•
• Memos

•
• Memo-writing situation/task 4: checklist
•
• 1 LAYOUT

• To All staff

• From

Date
Student's name

Date of examination

• Subject Staff attitudes to customers

• 2 CONTENT

• Key points 1 letter from Mr T Cheong 2 complaints about staff

• 3 no pride in uniform 4 not helpful to customers

• 5 staff under pressure 6 request improved

• performance

• Additional details 1 last visit 2 staffing difficulties

• Additional invented details 1 customers left unattended 2 uniforms dirty/men no ties

• 3 staff doing 2 jobs 4 must stop decline

•
• Sequence of details 1 letter from Mr T Cheong 2 last visit

• 3 complaints about staff 4 no pride in uniform

• 5 uniforms dirty/men no ties 6 not helpful to customers

• 7 customers left unattended 8 aware of staffing

• difficulties

• 9 staff under pressure 10 staff doing 2 jobs

• 11 must stop decline 12 request improved

performance

• Opening sentence I have received a letter from Mr T Cheong, our area supervisor

• Closing sentence I ask all staff to make a greater effort

• 3 STYLE AND TONE

• Writer/addressee relationship Assistant Manager to staff Firm but understanding/

Persuasive

• Purpose of memo To enlist support for improved performance

• Suitable phrases 1 he is concerned about 4 staff not replaced

•
2 decline in standards 5 must all work together
3 aware of difficulties 6 I am sure we can succeed

•
• 139

•
Situations/tasks, checklists, build-up sheets and final versions
•
•
Memo-writing situation/task 5: checklist •
•
1 LAYOUT
•
To Gretchen Tomelty
•
•
From Student's name

Date Date of examination

Subject Local college course

•
2 CONTENT
•
Key points 1 1-week course 2 at local college
•
3 2 new trainees 4 Janet and Carmel
•
5 girls showing promise 6 benefit from course •
•
Additional details 1 teenage hairstyling
techniques
2 St Saviour's College

•
Additional invented details 1 date and time 2 advertisement in local
newspaper •
3 pass on to other staff 4 make them feel confident
•
•
•
Sequence of details 1 1-week course 2 advertisement in local
newspaper

3 teenage hairstyling
techniques
4 St Saviour's College
•
5 date and time 6 2 new trainees
•
7 Janet and Carmel 8 benefit from course •
•
9 showing promise 10 make them more
confident
•
11 pass on to other staff 12
•
Opening sentence I wish to bring a new course to your attention
•
Closing sentence Please let me know what you think about it
•
3 STYLE AND TONE
•
Writer/addressee

Purpose of memo
relationship Receptionist to area supervisor

Giving information
Friendly/ e nth usiastic

•
Suitable phrases 1 I have just seen 2 very good reputation
•
3 teenage hairstyling 4 pick up skills quickly
•
5 get on well with others 6 help us to improve service
•
•
140 •
•
• Memos

•
• Memo-writing situation/task 6: checklist
•
• 1 LAYOUT

• To Enrico Celli

• From Student's name

•
Date Date of examination

Subject Half-day induction course

• 2 CONTENT

• Key points 1 half-day induction 2 for 6 new employees

• 3 date/time 4 works manager's promise

• 6 MD involved

•
5 timetable

• Additional details 1 a few days before start 2

•
Additional invented details 1 lunch with MD 2 tour the factory

• 3 talk about job/questions 4 morning best time

• Sequence of details 1 works manager's promise 2 half-day induction

• 3 6 new employees 4 few days before start

•
• 5 morning best time 6 date/time

• 7 MD involved 8 timetable

• 9 tour factory 10 talk about job/questions

•
•
11 lunch with MD 12

• Opening sentence I am sure you have remembered about the induction course
next week

• Closing sentence I hope these arrangements are acceptable

• 3 STYLE AND TONE

• Writer/addressee relationship Assistant Manager to works manager I Friendly/purposeful

• Purpose of memo Remind about induction; suggest timetable

Suitable phrases 1 may I suggest 2 this fits in well with

• 3 occasions work well 4 meet other staff

• 5 feel we value them 6 MD likes to find out

•
• 141

•
Situations/tasks, checklists, build-up sheets and final versions
•
•
Memo-writing situation/task 7: checklist •
•
1 LAYOUT
•
To Tina Carr
•
From

Date
Student's name

Date of examination •
Subject Change to f1exi-hours system
•
2 CONTENT
•
Key points 1 meeting of senior staff 2 discuss f1exi-hours
•
3 and changes necessary 4 proposals for canteen
•
5 to meet changes 6 before meeting •
•
Additional details 1 6.00 to 21.00 hrs 2 workers choose hours
•
Additional invented details 1 aim to start in 1 month 2 everything in place
•
3 discuss with canteen staff 4 how change will affect
•
service
•
•
Sequence of details 1 meeting of senior staff 2 to discuss f1exi-hours

3 and changes necessary 4 6.00 to 21.00 hrs

•
5 workers choose hours 6 discuss with canteen staff
•
7 how change will affect 8 proposals of canteen •
service
•
9 to meet changes 10 everything in place
•
11 aim to start in 1 month 12 proposals before meeting
•
Opening sentence I told you last month about the change to a f1exi-hours system
•
Closing sentence Please send me your ideas as soon as possible
•
3 STYLE AND TONE
•
Writer/addressee relationship Personnel Manager to Catering
Supervisor
Informative/busi ness-I ike

•
Purpose of memo Inform about meeting/ask for proposals
•
Suitable phrases 1 a big effect on 2 must be sure to
•
•
3 in plenty of time 4 ideas important
5 essential to have 6 can rely on you

•
142 •
•
!
•
•
Memos

• Memo-writing situation/task 8: checklist

•
• 1 LAYOUT

• To All works supervisors

• From

Date
Student's name

Date of examination

• Subject Temporary catering arrangements

• 2 CONTENT

• Key points 1 works dining area 2 3 weeks out of action

• 3 result of fire 4 Meals on Wheels Ltd

• 6 firm will pay for everything

•
5 supply temporary service

• Additional details 1 in car park 2 limited choices

2 covered dining area

•
Additional invented details 1 fire destroyed whole kitchen

• 3 introduce dining rota 4 doing all we can

• Sequence of details 1 works dining area 2 3 weeks out of action

• 3 result of fire 4 fire destroyed whole

• kitchen

• 5 Meals on Wheels Ltd 6 supply temporary service

• 7 covered dining area 8 in car park

• 9 limited choices 10 introduce dining rota

•
•
11 doing all we can 12 firm will pay for
everything

• Opening sentence As you know the works dining area cannot be used

• Closing sentence I ask you to do all you can to make this work

•
3 STYLE AND TONE

Writer/addressee relationship Assistant staffing officer to Friendly/informative

• works supervisors

•
Purpose of memo Inform and enlist support

Suitable phrases 1 I am afraid that 2 to repair and re-equip

• 3 pleased to tell you 4 experienced and reliable

•
firm

5 please make clear 6 workers will approve

•
• 143

•
Situations/tasks, checklists, build-up sheets and frnal versions
•
•
Memo-writing situation/task 9: checklist •
•
1 LAYOUT
•
To All drivers
•
From

Date
Student's name

Date of examination •
Subject Security policy reminder
•
2 CONTENT
•
Key points 1 recent truck break-ins 2 costing £1,OOOs
•
3 despite 2-d river system 4 unauthorised rest stops
•
5 company policy ignored 6 warning of penalty •
Additional details 1 stolen goods/vehicle 2 authorised rest stops/
•
Additional invented details
damage

1 vehicles out of use

guarding vehicles

2 2-d river system must •

operate
•
3 lack of care by drivers 4 drivers risk being fired
•
Sequence of details ~ 1 company policy not 2 using unauthorised rest
•
•
followed stops

3 recent truck break-ins 4 costing £1,OOOs

•
5 stolen goods/damage to
vehicles
6 vehicles out of use

•
7 despite 2-driver system 8 lack of care by drivers
•
9 authorised rest stops/ 10 2-d river system must
•
guarding vehicles

11 warning of penalty
operate

12 drivers face dismissal •

•
Opening sentence The company policy on vehicle security is not being followed
by drivers
•
Closing sentence I expect a big effort from all drivers to improve vehicle security
•
3 STYLE AND TONE
•
Writer/addressee

Purpose of memo
relationship Senior member of staff to drivers Firm/factual

Reprimand/instrucUwarn •
Suitable phrases 1 not following regulations 2 profits have gone down
•
3 a lot of inconvenience 4 policy must be followed
•
5 will not be accepted 6 risk being fired
•
•
144 •
•
• Memos

•
• Memo-writing situation/task 10: checklist
•
• 1 LAYOUT

• To All staff

• From

Date
Student's name

Date of examination

• Subject Smoking and eating in public areas

• 2 CONTENT

• Key points 1 letters of complaint 2 staff smoking and eating

• 3 reception/booking areas 4 number of facilities

• 5 customers important 6 better image needed

•
• Additional details 1 Director of Tourism 2 deal with situation

• Additional invented details 1 while using telephone 2 or talking to customers

• 3 Director shocked 4 damage to national image

•
• Sequence of details 1 Director of Tourism 2 letters of complaint

• 3 staff smoking and eating 4 reception/booking areas

• 5 while using telephone 6 talking to customers

• 7 Director shocked 8 deal with situation

•
• 9 facilities available 10 customers important

•
'.
11 damage to national image 12 better image needed

Opening sentence The Director of Tourism is not happy with our service

• Closing sentence It is up to us all to make these things happen - now!

• 3 STYLE AND TONE

• Writer/addressee relationship Senior receptionist to staff Friendly but firm

• Purpose of memo Set standards in workplace

Suitable phrases 1 giving a poor impression 2 customers expect better

• 3 cannot be ignored 4 enough private areas

• 5 make a greater effort 6 immediate steps

•
• 145

•
Situations/tasks, checklists, build-up sheets and final versions
•
•
MEMO-WRITING CHECKLIST FOR SITUATION/TASK
•
1 LAYOUT
•
To
•
•
From

Date

Subject
•
2 CONTENT
•
Key points 1 2
•
3 4
•
5 6 •
•
Additional details 1 2

•
3 4
•
Additional invented details 1 2
•
3 4 •
•
Sequence of details 1 2
•
3 4
•
5 6 •
•
7 8

•
9 10
•
11 12
•
Opening sentence •
Closing sentence
•
3 STYLE AND TONE
•
Writer/addressee relationship
•
Purpose of memo

Suitable phrases 1 2 •
3 4
•
5 6
•
•
146 •
•
 • Memos

•
• Memorandum I

•
• TO Mr Eric Roberts OR The MD

• FROM Student's name

• DATE Date of examination

• SUBJECT Carol Dando's retirement party

•
• Here are the details for Carol Dando's retirement party. This will take place on 20 March at
the Crossways Hotel, starting at 7.30 pm .

• It is the firm's policy to invite all staff to these social events. It is a good opportunity for

• people to meet and chat. There will be a reception followed by dinner and dancing for
everyone .

• We would like you, of course, to make the presentation to Carol. She has been a cheerful

• and reliable worker in the firm for 30 years. Her leaving present is a DVD system, plus a
cheque for £500. A short speech praising her work for the firm will be very nice. The rest of

• the evening is free for dancing and enjoying ourselves .

• The timetable for the evening is as follows:

• 7.30 pm
8.00 pm
Reception
Dinner

• 9.00 pm
9.30 pm
Presentation
Dancing

• If I can be of further help, please do not hesitate to ask .

•
• 154 words

•
•
•
i
•
•

•
•
•
•
•
•
• 147

L
•
Situations/tasks, checklists, build-up sheets and final versions
•
•
Memorandum 2
•
•
•
TO All drivers

•
FROM Student's name

DATE

•
Date of examination

•
SUBJECT Recent traffic accidents

•
The number of traffic accidents involving drivers is causing concern. There have been
several accidents in the last 3 weeks involving our cars. Luckily there have been no serious
•
injuries, but the medical staff's reports from the hospital are alarming. They say drivers are
'too tired' to drive.
•
I have found out that this is because some drivers are not observing their contracts. They
•
are going out at night working for another firm. This is a very serious matter. The company
safety policy does not allow drivers to take on other work. T.his is known by every driver, as
•
your work contracts make perfectly clear.

•
Drivers are warned that the company will not accept any breaking of the rules. All drivers
must obey the company safety policy, or face being suspended or sacked. •
The repair costs to vehicles are high, and in future we may make drivers pay these costs •
themselves.
•
All drivers are instructed to follow company policy.
•
159 words •
•
•
•
•
•
•
•

.1
1

•
•
•
•
•
• 1

148
.1
J
• Memos

•
• Memorandum 3

•
•
TO Mr Kazuyo Akiko or Health and Safety Officer

• FROM Student's name

• DATE Date of examination

• SUBJECT Factory floor space review

•
• I am aware of your request for a review of working conditions. You say workers may be at
risk because the floor space is too small. This has happened because we have increased

• business by 100% and have doubled our staff .

• I do not feel that there is any call for alarm at present, because there have been no injuries
to workers .

• I agree fully with you that the present situation is unsatisfactory. I suggest we hold an early

• meeting to take an in-depth look. I think the works supervisor should be present. His views
are most important.

• There is a vacant factory across the road from our site. This can probably provide suitable

• accommodation. Perhaps we can re-organise production and use the vacant building .

• I shall be most grateful if you will put forward any ideas you have .

• Please contact me to discuss a suitable date for the meeting .

• 150 words

•
•
•
•
•
•
•
•
•
•
•
•
•
• 149

•
Situations/tasks, checklists, build-up sheets and final versions
•
Memorandum 4
•.1
TO All staff •
FROM Student's name •
Date of examination •
•
DATE

•
SUBJECT Staff attitudes to customers

•
•
I have just received a letter from the area supervisor, Mr T Cheong. The letter is about his
last visit and in the letter he makes several complaints about the staff here. He is concerned
about a decline in personal standards. He says staff take no pride in their uniform, which is
often dirty. He says the men do not wear ties. He also says that staff are not helpful to
•
customers and that the customers are often left unattended.

•
I am aware of the difficulties that we have at present. We have not received replacements
for people who have recently left, and everyone is under pressure. I know that some staff
are doing two jobs.

We must do our best to stop the decline. I am sure we can succeed if we all work together
to improve our service to customers.
.
•
•
'

I ask all staff to make a greater effort.

•
•
151 words
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
150 •
•
• Memos

•
• Memorandum 5

• TO Gretchen Tomelty

•
•
FROM Student's name

•
DATE Date of examination

• SUBJECT Local college course

•
• I wish to bring a new course to your attention. I have just seen in the local newspaper an
advertisement for a 1-week course in teenage hairstyling techniques. This is going to be

• held at the local St Saviour's College. The course takes place in 2 weeks' time and will be
held in normal working hours. I understand that St Saviour's College has a very good

• reputation .

• I am sure our 2 new trainees, Janet and Carol, will benefit a lot from such a course. They
both pick up skills quickly and they certainly get on well with the other staff. They are

• definitely showing promise and I am sure this course will make them feel more confident.
They can also pass on the things they learn to other staff .

• I am sure it will help us to improve our service to customers .

• Please let me know what you think about it.

•
• 153 words

•
•
•
•
•
•
•
•
•
•
•
•
•
•
• 151

•
Situations/tasks, checklists, build-up sheets and final versions
•
•
Memorandum 6
•
TO Enrico Celli •
FROM Student's name •
DATE Date of examination •
SUBJECT Half-day induction course •
•
I am sure you have remembered about the induction course next week. You made a promise •
to lead the course for our 6 new employees a few days before they start work for us.
•
I have arranged for the course to be on the 26th of this month. May I suggest that we hold it
•
•
in the morning starting at 10.00 am? This fits in well with the MD who always likes to be
involved in these activities. These occasions work well.

I suggest a timetable as follows:

•
10.00 Arrival of the new employees.
•
10.15
11.30
A tour of the factory with yourself.
Opportunity to talk about the job and ask questions.
•
12.00 Lunch with the MD.

•
The tour allows them to meet and talk with other staff. Lunch with the MD makes employees
feel that we value them, and the MD likes to find out about them for herself.
•
I hope these arrangements are acceptable.
•
•
154 words
•
•
•
•
•
•
•
•
•
•
•
•
• 1

152 •
•
• Memos

•
• Memorandum 7

•
• TO Tina Carr (Catering Supervisor)

•
FROM Student's name

• DATE Date of examination

• SUBJECT Change to flexi-hours working

•
• I told you last month about the change to a flexi-hours system .

• I have arranged a meeting of senior staff to discuss the f1exi-hours system and the changes
we shall need to make. It will have a big effect on how we operate .

• The new working hours will be from 6.00 am until 21.00 pm and workers will be able to

• choose their hours .

• You must be sure to discuss this with your canteen staff in plenty of time. Their ideas are
most important. We need to know how the changes will affect your services. It is essential to

• have details of your proposals to meet the changes in working hours .

• We want to have everything in place, and we aim to start the new system in a month's time .

• I need your proposals before the meeting. I am sure I can rely on you .

• Please send me your ideas as soon as possible .

• 151 words

•
•
•
•
•
•
•
•
•
•
•
•
•
• 153

•
Situations/tasks, checklists, build-up sheets and final versions
•
•
Memorandum 8
•
TO •
•
All works supervisors

•
FROM Student's name

•
DATE Date of examination

•
SUBJECT Temporary catering arrangements

•
•
As you know the works dining area cannot be used. I am afraid it will be out of action for 3
weeks because of the recent fire. The fire destroyed the whole kitchen area and it will take
that time to repair and re-equip.

•
I am pleased to tell you that I have made arrangements with Meals on Wheels Ltd to supply
a temporary catering service. They are an experienced and reliable firm, and they will
•
provide a covered area for dining in the works car park.

•
Please make it clear to workers that the choice of food will be limited, and that we shall
need to operate a rota for dining.
•
1am sure that workers will approve the arrangements and see that we are doing all we can.
•
The firm will pay for everything, including the food. •
I ask you to do all you can to make this work.
•
•
152 words
•
•
•
•
•
•
•
•
•
•
•
•
•
•
154 •
•
• Memos

•
• Memorandum 9

•
• TO All drivers

• FROM Student's name

• DATE Date of examination

• SUBJECT Security policy reminder

•
• The company policy on vehicle security is not being followed by drivers. I am fully aware that
many drivers are choosing to ignore the strict regulations and are using unauthorised rest

• stops when taking their breaks. This is not allowed .

• The recent truck break-ins at these places are cosling the company thousands of pounds .
Goods are stolen and the vehicles are being damaged in the process. The damage means

• that they are out of use. Company profits have gone down and the incidents themselves
cause a lot of inconvenience .

• The policy on vehicle security must be followed. The 2-driver system must operate and, in

• future, any examples of carelessness by drivers will not be accepted. Only authorised rest
stops must be used and vehicles must be guarded at all times .

• Drivers who do not obey these instructions run the risk of being sacked .

• I expect a big effort from all drivers to improve vehicle security .

•
• 154 words

•
•
•
•
•
•
•
•
•
•
•
•
•
• 155

•
Situations/tasks, checklists, build-up sheets and final versions
•
•
Memorandum 10
•
•
•
TO All staff

•
FROM Student's name

DATE

SUBJECT
Date of examination

Smoking and eating in public areas

.,.1
•
The Director of Tourism is not happy with our service. He has received some letters of I
complaint from customers. These complaints state that members of staff are giving a very
poor impression of our department by smoking and eating in the booking and reception
-I
areas. This is happening when they are using the telephone or talking to customers. .1
The Director is shocked and he has asked me personally to deal with the situation. .1
Customers who are visiting our department can expect better treatment than this.

.1
.!

.'•
We have a large number of facilities in private areas of the centre which can be used for
eating and smoking.

I think that we must all make a greater effort to make customers feel more important. We
are damaging our national image, and we must take immediate steps to achieve a better
image.

•
It is up to us all to make these things happen - now!

152 words
.'•
•
•

•
•
•
•
•
•
•
•
•
•
•
156 •
•
•
•
•
,.I. 10
•
•Past examination questions and
• Chief Examiners' reports
•
• This chapter contains the questions ti'om the papns [or:

• • Eng;lish fi.)rBusiness First Level Series .1 1999

•
• English for Business First Level Series 4 19')9 .

You will find this chapter useful. if you study it carefully. The Chief Examiners' reports have

• been made simpler to help you understand them. They comment on the work of candidates for
each examination and oWer suggestions on how to answer the questions well. They also ofTer

• tips on what not to do. Try to answer the questions bet<:)feyou consult the model answers in

•
Appendix 2.

• 10.1 Series 3 1999 questions and

• Chief Examiner's report

• General comments

• There was a large entry t<:)J'this series and lllany candidates gained marks in either the credit or

• distinction grades. It is always good to see students gaining the higher grades and producing
answers which show their skills in writing and understanding. Many candidates wrote a memo

• with the correct tone and style tor the task. and included all the relevant information. The
correct tone and style are needed to achieve the higher grades. The skills of memo-writing

• continue to improve .

•
The revised rubrics for Questions 2 and .; arc working well. More candidates are now
t<:)llowing the instructions carefillly [or Questions 2 and 3.The result is that their answers can be

•
fully rewarded. Many more candidates are now gaining maximum marks on these questions .

All the information needed f<:)rcorrect and appropriate answers is on the paper and in the

• question situations and tasks. It is still important to remind students that they should see the
examination as an opporfllllit)' to display their skills in Business English: this is more positive than

• seeing it as a test. The board w;mts st11dents to be successtill and seeing the examination in this
way will help st11dents like yourself by boosting your confidence .

• More detailed comment and guidance can be found in the individual question reports .

•
•
•
•
•
• 157

•
Past examination questions
•
•
QUESTION I: A MEMO
•
Situation: Your department is responsible for the ordering and issuing of stationery supplies to
•
•
employees in your organisation. The Accounts Manager has recently pointed out the rising
costs of stationery used. He suspects that employees are being wasteful. and wants you to

•
take some action to reduce the amounts.

Task: Write a memo to all company staff. Give details of the Accounts Manager's complaint, and
stress the need for economy and careful use of stationery items You need to tell them that
you will shortly discuss with other department heads the introduction of new guidelines for
•
stationery requisition.
•
Layout your answer as a memo in the space below. Make up any necessary details.

•
•
(30 marks)

MEMORANDUM
•
TO
•
FROM

DATE •
SUBJECT
•
•
•
•
•
•
•
•
•
•
•
•
•. '

•
•
•
• i

•
• 1

158 I

•
 • Series 3 1999 questions

!.•
I.•
!
QUESTION 1 CONTINUED

You may continue writing here.

•
•
•
•
•
•
•
•
•
•
•
•
I
• •

•
•
•
•
•
•
•
•
•
•
•
•
I.•
•
159
Past examination questions
•
•
The task for candidates was to write a memo suitable for distribution to all staff about the need
to use stationery supplies with care and not wastefully.A complaint from the Accounts Manager •
had been received. Candidates needed to write in a way to persuade staff to co-operate with
the request. The memo must not be a threat to the staff.The Examiner rewarded candidates •
who produced a logically planned memo. which was written in a non-threatening tone and
style.Whilst candidates could frame their own approach to the task, the following elements •
were expected for a higher grade:
•
•
•
suitable opening and closing sentences.
details of the Account Manager's complaint. •
• instructions for immediate careful use of stationery.
•
• mention of new guidelines for saving stationery.
•
The format required was that of a standard memo within the usual framework printed on the
answer paper. A memo of 150-200 words was the correct length to deal with the subject and to
•
gain the higher grades.
•
•
Many candidates responded well to the task and produced well composed memos. They wrote
in a business-like style and tone, and included all the relevant information. Some candidates
wrote memos that were too short. This meant that important points were missing and often the
wrong tone was used. These memos seemed rude and threatening to the staff. Memos are
•
supposed to be 'crisper' than letters, but candidates must not write a memo that is too short to
do the job. More than anything a short memo shows that the candidate has not planned the
•
answer carefully.
•
Helpful hints for candidates
•
•
•
Read carefully and make notes on precisely what you are asked to do.
Draft a plan for your memo. •
• Keep sentences simple and to the point.
•
• Add your own details when you draft the plan.
• Decide what the relationship is between writer and the person(s) the memo is written to •
(the addressee).This affects the style and tone of the memo.
•
•
• Check spelling and grammar to avoid losing marks.
• Ask yourself - does the memo do the job? Is it clear and accurate?

A model answer for the question is provided in Appendix 2, page 205, but you may find the
•
following example of a memo for this question usetill.The example shows how the wrong
length, and the wrong tone, make a memo unsuitable, even if the actual content is fairly
•
accurate. The bold type is the Examiner's.
•
•
•
•
•
•
•
•
•
•

160

•
• Series 3 1999 questions

•
• Example

• TO All company staff

• FROM Head of stationery supplies

• DATE 12/6/99

• SUBJECT Being wasteful

•
• You may not know this but the Accounts Manager has just informed me that there is a

• rising cost in the stationery that is being used in our department. I am not pointing fingers
at anyone person but I would tell you all that it is unacceptable to be wasteful with any of

• our goods as it does cost the company money that can be used for other things. The latest
figures have forced me to get together with the heads of other departments to introduce new

• guidelines for the use of stationery requisitions. This is a serious matter and 1 don't want to

•
have to write another memo about this subject.

• Points to note here include:

• • The memo is short.

• •
•
The memo contains phrases which are abrupt .
The memo threatens the reader (stafI).

• • The memo does not encourage staff support.

• • The memo does not suit the purpose at all.

•
This example was given an overall mark of 11 out of 30.

•
•
•
•
•
•
•
•
•
•
•
•
•
• 161

•
Past examination questions
•
•
QUESTION 2: TRUE-DR-FALSE QUESTIONS
•
Situation: Your company is considering a healthcare package for all employees and you have been
•
Task:
asked to look at a number of options.

Read the information on Tip-Top Health Insurance on the page opposite, then say whether •
the following statements are TRUE or FALSE. Then quote the words or phrase that
supports your answer. Do not write more than 6 words for each answer. You will lose marks •
for irrelevant information.
•
Write your answers on the lines marked A.

•
Only rich people can afford private healthcare.
•
A
•
2 Every sixth year with Tip-Top is automatically free.
•
A

3 Tip-Top's budget policy covers all medical expenses.

•.1
A

•
•
4 Tip-Top is Britain's oldest health insurance company.

5 A recent poll showed Tip-Top to be the equal of other companies.

•
A
•
6 With Tip-Top you may not get quick treatment or the doctor you want.
•
A
•
7 At Tip-Top hospitals friends can come and see you when they like within reason.
•
A

•
8 Tip-Top insurance does not apply outside your home country.

•
A

•
•
9 The Gold Scheme has no equal, but Silver is the scheme chosen most often.

10 To find out about an illness you must visit a hospital or see a doclor.
•
A
•
•
•
(30 marks)

•
•
•
•
162 •
•
• Series 3 1999 questions

•
• QUESTION 2 CONTINUED

•
• TIP-TOP HEALTH INSURANCE

• If any member of your organisation needed urgent medical treatment, do you know what would
happen? Would you be sure of getting treatment for your employee as fast as you would like,

• or would you lose time and production through a long absence from work?

•
With the benefit of Tip-Top Health Insurance you can be certain of fast, first-class treatment at
a hospital of your choice. And you can also choose the doctor you want. Your employee would

•
have a comfortable private room. Friends and family would be able to visit more freely,
because the visiting hours in our group of hospitals are more flexible and convenient.

• Personal private healthcare is now within the reach of all people, with a wide choice of schemes
and premiums to pay. And nobody has done more to bring this about than Tip-Top. We help so

• many people and companies. Tip-Top Health Insurance is not only Britain's largest healthcare
insurer; it has also been established the longest with schemes that start from as little as £1.25

• a week depending on the level of care you want. What's more, every sixth year is FREE after
5 claim-free years .

• Tip-Top has won numerous awards. A recent poll placed Tip-Top ahead of all its leading

• competitors in the health insurance service. Just look at the benefits again:

• Accommodation and care in private hospitals

Specialist fees paid for consultations and treatment

• Nursing at home if needed

Worldwide cover when you travel overseas .

• Tip-Top is aware that when illness strikes, finding out more about a problem can help. So we
have introduced our Health Line Information Service. You can call at any time to find out about

• over 450 health-related topics .

• So why not consider our 3 schemes NOW?

• GOLD
The very best in private health insurance, providing high levels of benefit to cover your

• healthcare needs .

• SILVER
Tip-Top's most popular health insurance scheme also giving a wide range of benefits for very

• affordable subscriptions .

• BRONZE
Our budget policy that covers all in-patient hospital costs .

• Interested? Telephone now for our free brochure. Our lines are open 24 hours a day on

•
0800 777 666.

•
•
•
•
•
•
• 163

•
Past examination questions
•
•
Candidates were asked to read a passage about possible healthcare providers for their company.
They were then asked to decide whether 10 statements related to the information in the •
passage were true or false. They were then asked to quote up to 6 words from the passage to
support their answer. •
There were many candidates who answered correctly in the first part and chose their support
•
material with care.The new rubric again helped a great many candidates to answer correctly
and limit their support words to 6 per answer. Candidates must do this or they will Jose marks.
•
Some candidates did not supply any support material when they said a statement was true. All
•
answers must have support material (maximum 6 words) to gain nlll marks.

Some candidates failed to quote from the passage.'Quote' means 'write words exactly as they •
appear'. The support material must be an accurate quotation from the passage.The 6 words
quoted need not be 6 consecutive words. Most support answers consist of two specific parts, •
each part from a different section of the passage.
•
Helpful hints for candidates
•
• Read the passage carefully and thorougWy.
•
•
•
Make sure you understand the passage and the statements.
Supply support quotation for all answers. •
• Limit your support quotation to 6 words only.
•
The model answer for this question is in Appendix 2, page 206.
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
164 •
•
 • Series 3 1999 questions

•
• QUESTION 3: SHORT-ANSWER QUESTIONS

• Situation: You have been asked to write a report on the recent in-service training of some of your

• staff.

• Task: Study the information in the Staff Training Record, then answer the questions below.
Keep your answers very shorl. Figures and/or single word answers are acceptable .

•
• How many staff have had a total of 10 days' training?
ANSWERS

• 2 Which department received no training for 2 consecutive years?

• 3 Who has had more training, Tony Hart or Tony Harrison?

• 4 Who had one day less training than Zuber Patel?

• 5 Have both people in Management received training every year?

• 6 In which year did Rikki Helsing receive most training?

• 7 In 1996 how many people received only a single day's training?

• 8 Did Stuart Simpson miss training between 1994 and 1997?

• 9 Which of Stuart Simpson's colleagues in Workshop had the most

training in 19977

• 10 In which year did Val Booth receive more than 3 days' training?

• 11 How many staff have had less training than Jill Pike?

• 12 In Sales, who had no training in 1994?

• 13 To which department does the person with most training overall

•
belong?

•
14 Which department has received the least training?

15 Did the Sales Department receive more training in 1995 or 19977

•
I.I.
•
16

17

18

19
How many employees have had less training than Paul Fox?

In 1995 how many employees had more than one day's training?

Who received the most training in 1997 and 1996?

For how many years did Graham Chesters receive less than

I.
I.
• 20
2 days' training?

In which year was the least training taken overall?

(20 marks)

•
•
•
• 165

•
Past examination questions
•
•
QUESTION 3 CONTINUED
•
•
•
STAFF TRAINING RECORD (Days each year)

1994 TOTAL

•
1998 1997 1996 1995
SALES
Tony Hart 3 1 3 6 14
Jill Pike 0 2 2 2 4 10
•
May Wilson
Duncan Kyle
6
5
3
5
3
3 1
0
3
13
17 •
Val Booth 4 0 2 3 10
•
WAREHOUSE
•
Mel Bailey
Graham Chesters
3
2
0
0
0
0
2
1
0
1
5
4 •
WORKSHOP •
Heidi Heimstadt 4 0 0 1 2 7
•
•
Stuart Simpson 2 2 1 2 5 12
Anna Socic 2 3 3 3 0 11

CLERICAL •
Tony Harrison 4 4 0 1 4
5
13
20 •
•
Norma Wood 3 6 6 0
Rikki Helsing 2 4 6 1 14
Zuber Patel 6 5 2 3 5 21
•
MANAGEMENT
Paul Fox 3 3 1 0 3 10 •
Jerri Casals 4 0 4 3 2 13
•
TOTALS 53 38 33 26 44 194
•
•
•
•
Candidates were asked to study a StaffTraining Record before answering a series of questions
about the information in the chart. Most candidates scored very high marks.The new rubric
guided candidates to answer in a single word, or with a name, or in figures. If a name is the
correct answer, then the full name (e.g.John Smith) must be written.
•
Helpful hints for candidates
•
• Read the chart carefully before you start to attempt to answer the questions.
•
•
•
As instructed, answer with a single word, or a name, or in figures.
Check your answers carefully.Sometimes candidates miss out a line, or write on the wrong •
line. .
•
• Make sure that you read carefully any footnotes or asterisks connected to the chart if they
appear. (There is none on this particular question.)
•
The model answer for this question is in Appendix 2, page 206.
•
•
166 •
•
 • Series 3 1999 questions

•
• QUESTION 4: A CHART

• Situation: You are visiting Suncare Ltd.Your firm is considering placing a large order with them and your

•• manager has asked you to check the quality of their organisation.

• Task: Use the information below (which is part of your conversation with Peter Corrie, the Joint
I

Managing Director of Suncare Ltd) and complete the Staffing Organisation Chart printed

•
on the page opposite .

'Well, as you can see, there are two of us at the top, myself and Jane Kovak. I look after the

• Sales and Marketing sides, as well as Production Research. All the Staff Training, Accounts
and Personnel issues are handled by Jane. There's a manager for each of the six areas -

• Ivan Korda does Sales, and his Marketing colleague is Denise Woodley. Production
Research is in the hands of Miss Tanya Lowe - we only appointed her last week .

• We should have an assistant for each departmental area, but we're one short at present.

• Craig Loftus is in Sales and Siobhan McKenna is in Production Research. We hope to

replace Helen Sparks in Marketing early next week .

• Jane and I also have a Personal Assistant

Stableford helps Jane .
each; mine is Ursula Stein, and Julie

• Jane's three managers are Ben Schweik in Training, Carmen Velasquez in Accounts,

• and, let me think ... oh yes, Chris Penn is the third. Their assistants are Paul Robey (for
Carmen), Danielle Lefevre in Personnel, and Dan Lyons .

• Both teams, Jane's and mine, have the services of two Secretarial Assistants to each

•
team. Linda Fellows works for my team, and her sister Karen for Jane's. They share the
work with Tina Glass and Ava Merrill. Ava completes my team.'

• Complete the Chart .

•
•
•
•
•
•
•
•
•
•
•
• (20 marks)

•
•
•
• 167

•
Past examination questions
•
•
Candidates were asked to complete a Staffing Organisation Chart. The information for this was
in the form of comments by a Managing Director. The COImnents explained: •
• which staff performed which tasks
•
• and who each member of staff reported to.
•
This was a hard question. The better candidates performed well, but there were many
candidates who had problems with the question. This was partly caused by not reading the •
information .carefully enough. There were clues in the completed boxes, but many did not read
carefully, or did not realise how important these clues were. Many candidates did not 'mirror' •
exactly the similar job titles; for instance, box 13 should be labelled 'Production Research
Assistant'. This is because box 7 above is labelled 'Production Research Manager' and all the •
Assistant boxes carry the full department name. Thus we have in box 6 'Marketing Manager'
and in box 12 'Marketing Assistant'. For this reason the answer 'Production Assistant' for box 13 •
is not correct. The correct answer must be 'Production Research Assistant'.
•
Many candidates did not place Ava Merrill in box 18, but the MD's comments clearly say: 'Ava
completes my team'. •
Two names could go in either box 19 or box 20.
•
Your success in this type of exercise depends on very careful reading. You need to trace the path
•
•
for each team accurately. The information already in some boxes will help you to do this more
easily.Just keep calm and work logically from one clue to the next.

The model answer for this question is in Appendix 2, page 207.

•
10.2 Series 4 1999 questions and •
Chief Examiner's report •
General comments
•
There was again a large entry for the examination and many candidates gained marks in the
•
•
credit or distinction grades. Weaker candidates continue, of course, to present themselves with
varying degrees of success and failure. There is no substitute for continued practice and for
carefi.II reading of questions.

There were many very well-written letters.The new-style rubrics for questions 2 and 3 •
continue to help candidates to answer accurately, and appropriately. Many more candidates are
now gaining high or full marks on these questions. •
• !
All the information needed for successful answers is on the paper and in the question situations.
It is still important to remind students that they should see the examination as an opportunity to
display their skills in Business English rather than as a test. This approach will assist students by •
boosting confidence in their own ability.
•
There is more detailed comment and guidance in the individual question reports.
•
•
•
•
•
•
•
168 •
•
 • Series 4 1999 questions

•
• QUESTION I: A BUSINESS LETTER

• Situation: You work as an administrative assistant at the Acme Vacuum Cleaner Company, whose

• address is Fall Birch Road, Henbury, Gloucester GL2 5ER. The company employs over 150
workers. The employees' car park, which takes over 100 cars, is shortly to be resurfaced. The

• work will take 2 weeks to complete, and you need to find temporary car-parking space for
your workers. The James North High School, which is on holiday for 3 weeks at the time of
the resurfacing work, is just across from the factory and has ample parking space for your

• needs. Your company recruits regularly from the school. The Headteacher has said she is
happy to help you, but has asked you to write to the District Office for official permission .

• Task: Write a suitable letter to the District Education Officer, Ms Janet Duxbury, whose address

• is Atlas House, The Wellsprings, Henbury, Gloucester GL1 3LD. Ask for permission to use
the car park of the school for 2 weeks .

• Layout your answer as a business letter in the space below. Make up any necessary

• details .

•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
I
•
•

•
•
•
• 169

•
Past examination questions
•
•
QUESTION 1 CONTINUED
•
You may continue writing here.

•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
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•
•
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•
•
•
•
•
•
(30 marks)

•
•
•
170 •
•
 • Series 4 1999 questions

•
• The task for candidates was to write a letter to the District Education Officer to request
permissIOn to use the car park of a school for a 2-week period. This requires a formal business

• letter using the information about time, place, reasons, etc. given in the rubric.

• The format required was that of a standard letter with the usual business layout. A letter of
15()-200 words was sufficient to deal with the subject and to gain the higher grades.

• Many candidates responded well to the task and produced well composed letters which

• effectively established the situation and approached the task in a way which would have elicited
a favourable response from the recipient. Most candidates produced a letter of the required

• length and thereby dealt flllly with the task. Candidates who wrote shorter letters often missed
out vital points of information relevant to the task. Good candidates wrote with a confident

• touch, explaining the school's relationship with the factory and the important fact that the
Headte.1cher was fully supportive of the request .

• The 'trap', if it can be called such, since candidates only needed to read with care to grasp the

• letter's purpose and its destination, was to include both the Headteacher and the District
Education Officer. Many weaker candidates confused the two people and wrote to the wrong

• person .

• Helpful hints for candidates

•
o Read carefully and make notes on precisely what you are asked to do.
o Decide on the layout, the appropriate salutation and the complimentary close.

• o Draft a plan for your letter.

• o

o
Add your own details when you draft the plan.
Keep your sentences simple and to the point .

• o Make sure your letter 'flows' - ie has a logical sequence.

• Check spellings and grammar to avoid losing marks unnecessarily .

'.
o

o Ask yourself - does the letter do the job? Is it clear and accurate?

A model answer for this question is provided in Appendix 2, page 208. Teachers and candidates

• should remind themselves, however, that a model answer is only one way of approaching the
task.There is an infinite number of alternatives which would gain equally high marks.

•
•
•
•
!
• •

•
•
•
•
I.
! •

• 171

•
Past examination questions
•
•
QUESTION 2: TRUE-DR-FALSE QUESTIONS

.
•
Situation:

Task:
Your kitchenware company is considering new ways of advertising locally to increase
sales.

Read the information on 'House to House Leaflets' on the page opposite, then say whether
the following statements are TRUE or FALSE. Then write down only the word or phrase that
supports your answer. Do NOT write more than 6 words for each answer. You will lose marks
.'• I

•
.'•
if you write more than 6 supporting words.

Write your answers on the lines marked A.

PC Computer Software and Carfax Home Help have reduced their staff.

A
•
2 House to House claims that it can improve a firm's local advertising.
•
A

•
3

A
Clients of House to House pay more for the 'check-back system'.

.'
•
•.1
4 House to House offers only one service - leaflet distribution.

.,
5 You can receive free artwork if you order 3,000 copies in January 2000.

6 House to House has less than 100 branches, all in the south-east of England.
•
A
•
7 Teenagers, who have received basic training, deliver the leaflets for House to House.
•
A

•
8 House to House has traded for only 6 years.

•
•
A

9 You can have leaflets delivered on Sundays if you prefer.

A •
10 House to House leaflet printing takes longer than a day.
•
A
•
(30 marks)
•
•
•
•
•
•
172 •
•
• Series 4 1999 questions

•
• QUESTION 2 CONTINUED

•
• HOUSE TO HOUSE LEAFLETS

• Let HOUSE TO HOUSE help your business to find new customers!

• With over 150 branches 'we specialise in fast, efficient leaflet distribution and use highly-
trained staff.

• We can make your local advertising more effective - cheaper than newspaper advertisements

• and cheaper than local TV advertising .

• We can deliver your message to every household in your area - or any other area. As often
as you like AND as soon as you like. Just give us a cal/.

• House to House has been established for over 15 years .

• We are the proven experts in:

leaflet design (24 hour service)

• leaflet printing (48 hour service)

leaflet distribution (7 days a week)

• and ALL at low, low prices. Just look at the comments from 2 of our regular customers .

•
• 'We made the right choice coming to 'We have appointed extra sales staff
you. Since our Spring leaflet because business has boomed.
campaign our sales enquiries have House to House deserves a medal.

• risen by 100%. The phone never

stops, and we've had to employ
We're already planning our next
leaflet - and we know who will deliver

• another telephone receptionist to

keep pace with demand. Thanks.'
them - YOU!
Thank you for everything.

• Cartax Home Help PC Computer Software

•
•
We offer a safe, reliable service, with all staff over 21 years of age.

Our check-back system on delivery offers you a further guarantee of reliability AT NO

• EXTRA COST, and just think, with a delivery team of 100 people, we can 'post' your leaflet
to 20,000 houses in a single day.

• Whatever your trade is. come and talk to us. Our expert staff can even help you with leaflet

• design. Indeed, artwork is FREE when you order 5.000 copies.*'

• We operate throughout the UK.

• Just telephone us on FREEPHONE 0800-373635 for information about your nearest branch
- AND START SELLING MORE!

• '* special offer runs until 20 December 1999

•
•
•
•
•
• 173

•
Past examination questions
•
•
Candidates were asked to read a passage about the delivery of leaflets house to house. They
were then asked whether each of 10 statements related to the information in the passage was •
true or false. They were then asked to quote no more than [, words from the passage to
support their answer.The new rubric continues to help more candidates to answer correctly •
and to limit their support material to 6 words per answer.This must be done for full marks.
•
Some candidates did not supply support material for statements they said were true. All answers
must have support material, limited to a maximum of 6 words.
•
Some candidates still fail to quote accurately from the passage.'Quote' means to write down
•
the words exactly as they appear in the passage.The support material must be accurately quoted
for full marks. The 6 words quoted need not be 6 consecutive words; most support answers
•
•
consist of two parts. In some answers two separate phrases from different parts of the passage
form the correct answer.

Helpful hints for candidates

•
• Read the passage carefully and thoroughly.
•
•
•
Make sure you understand the passage and the statements.
Supply support quotation for all answers, maximum 6 words per answer. •
The model answer for this question is in Appendix 2, page 209. •
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
174 •
•
• Series 4 1999 questions

•
• QUESTION 3: SHORT-ANSWER QUESTIONS

• Situation: Your company is planning to set up a number of regional distribution bases in the UK .

• Task: Study the information on the chart, then answer the questions below. Your answers need

• not be more than 2 words or a figure .

• ANSWERS

•
How many sites in the Midlands are within 10 miles of the motorway?

•
2 How many sites in Wales have room for expansion?

3 How many regions have a site cost of more than £100 per square metre?

• 4 VVhich region is served by the port of Liverpool?

• 5 Which region has the most sites with room for expansion?

• 6 Are relocation grants available in the London region?

• 7 Has Scotland more sites available than the South East?

• 8 How many sites are served by the port of Belfast?

• 9 Apart from London, how many regions do not offer relocation grants?

• 10 How many regions have no sites with room for expansion?

• 11 Does the port of Hull serve the Scottish sites?

•
12 Which costs more per square metre, a site in Scotland or a site in the
North West?

• 13 Which port serves the greatest number of sites?

• 14 Which region has the most sites more than 10 miles from a motorway?

•
15 Which region offers a relocation grant and is cheapest per square metre?

•
16 Which port serves the region with the highest cost per square metre?

17 In which region do all the sites have room for expansion?

• 18 How many regions have more sites available than Wales?

• 19 How many regions have fewer than 10 sites with room for expansion?

• 20 Has Northem Ireland fewer sites than any other region?

• (20 marks)

•
•
•
•
•
•
• 175

•
 INFORMA nON ON DISTRIBUTION BASES

REGION £ Number of Suitable Number of Sites Number of Sites Nearest Port Relocation Grants
per square metre Sites in Region with Room for within 10 Miles of a Available
Expansion Motorway

South East 120 12 5 9 Dover Yes

South West 100 6 6 3 Plymouth Yes

London 160 4 0 4 London No

Midlands 155 15 9 11 Hull No

North West 105 18 9 11 Liverpool Yes

North East 85 22 18 13 Newcastle Yes

Scotland 110 16 12 5 Glasgow No

Wales 80 8 7 2 Cardiff Yes

Northern Ireland 75 3 0 1 Belfast No

 • Series 4 1999 questions

•
• Candidates were asked to study a chart
They had to supply answers to a series
of suitable regional distribution bases for their company.
of questions about the information in the chart. Most

• candidates scored very high marks. The

writing a single word, or a name, or in
new rubric again guided candidates to answer by
figures. An increased number of candidates gained full

• marks .

• Helpful hints for candidates

• • Read the chart carefully before you start to answer the questions.

•
• Answer with a single word, or a name, or in figures. If a name is the answer, you can write
the full name (e.g.John Smith).

• •
•
Check your answers carefully.
Make sure that you have read and understood any footnotes or asterisks connected to the

• chart. There are none in this question, but they often appear on other papers.

• The model answer for this question is in Appendix 2, page 209 .

•
•
•
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I
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• 177

•
Past examination questions
•
•
QUESTION 4: A CHART
•
Situation: You work in the general office of Designer Decors Ltd, a company which makes ready-made
•
curtains and drapes. The new owner, Mr Tomio Sawada, accompanied by his wife, is due to
visit the factory on 4 December. The Personnel Officer tells you about the plans for the visit
•
•
as follows:

'They'll arrive at 1000 and spend the first hour of the visit having coffee with the MD. Then
he'll hand them over to John Snowden for a 2-hour tour of the workshops. John can't be
with them for the whole time, so Angela Chiu will take over from him for the second half of
the tour. They'll have lunch at 1300 with the MD and with Glenn Clark, the Overseas Sales
Director. Lunch will last for an hour. After that they go with the MD to the showroom to open
.'
•
the new display area and talk to customers until 1500. The MD has to leave then for London,
so Paul Price, the Workshop Manager, will escort them to the boardroom for the Presentation
•
•
of Apprentices' Certificates. That starts at 1530. The Area Training Officer, Tony Hart, will be
there as well.'

Task: Use the information above to complete the Visitors' Activity Form below.
•
•
DESIGNER DECORS L TO
.'
•
VISITORS' ACTIVITY FORM

•
Name(s) ofVisitor(s) _
•
Date of Visit _
•
•
STARTING TIME ACTIVITY STAFF IN CHARGE OTHER STAFF
OR GUESTS
•
•
•
•
•
•
•
•
•
(20 marks)

•
•
•
•
•
178 •
•
• Series 4 1999 questions

•
• Candidates were asked to complete a chart-based timetable detailing the visit to a curtain
factory by the new owner and his wife ....

• This question was well handled by the best candidates, but caused problems for weaker

• candidates. The information given in the situation required careful reading. Candidates had to
produce a timetable of activities for the visit, along with the names of staff who were in charge

• at particular stages of the visit. The names of the new owner and his wife, Mr and Mrs Tomio
Sawada, were too often translated into 'Tomio Sawada and his wife', which would not have

• shown sufficient respect at the head of the chart. A suitable alternative (and one that was
allowed for the full available marks) was 'Mr Tomio Sawada and Mrs Sawada'. Elsewhere in the

• chart too many candidates put in, not only the name of the member of staff in charge, but also
their position in the company, which was unnecessary. The very weak candidates confused the

• times for the various activities - some even showing Mr Sawada's departure for London before
he had completed the final activity!

• The model answer for this question is in Appendix 2, page 210 .

•
•
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• 179

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•
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• Appendices
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 1

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• i

•.1 i

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 •
•
•
•
•
'. • Appendix I: Answers to selected
• exercises and questions
•
• Answers to exercises in Chapter 3
•
I.
,
•
•
Exercise 3.1

Peacock and Bryson

52 Railway Road
Bournclllouth
BR! 5PW
2 Lee's Bicycles
2 Bank Street
Birmingham
13M23JD
England

•
England

'. 3 Eurodome Rootlights 4 Cormack Plumbing Engineers

15 Frinton Street 27 Norval Road
London London

• N152EL
England
N232LS
England

• :l Martha Fashions Limited

14 Thames Road
6 Jessica Software
35 Chestnut Avenue

• London
SWI4.'>MT
London
SW62LM

• England England

• Exercise 3.2

• Ms Ruth Bailey 2 James Elliot

• Managing Director
Stratton Cycles
Chief Accountant
Thompson Electrical Coods

• 47 Franklin Avenue
London
19 Woburn Terrace
London

• SE225US
England
E82ML
England

• Dear Ms Bailey Dear Mr Elliott

•
3 Andrew Forsythe 4 Carol Browne
Design Department Managing Director

• Victoria Yachts Harvester Enterprises

17 Colders Quay 537 Girton Road

• Bristol London
134:'>4NW N2345US

• England
Dear Mr Forsythe
England
Dear Ms Browne

•
•
• 183

•
Appendix I
•
•
5 Mrs Nancy Lorimer
Editorial Department
6 John Burns
Managing Director •
Morden Publishers
72 Finchley Gardens
Alpha Security
89 Surrey Way •
London
SW112RL
Cambridge
CB45 SLK •
England England
•
Dear Mrs Lorimer
7 Miss Florence Lees
DearMr Burns
8 Desmond Fitzgerald •
Chief Buyer
Link Fashion House
Chief Designer
Saunders Toys •
92 Semple Way
Oxford
17 Nicholson Road
Leeds •
OX567PM
England
L549TR
England •
Dear Miss Lees Dear Mr Fitzgerald
•
Exercise 3.6
•
Situation no Correct salutation Correct complimentary close
•
1 Dear Mr Jenks Yours sincerely
•
2
3
Dear Mr Strauss
Dear Mrs Vucic
Yours sincerely
Yours sincerely •
4 Dear Sir Yours faithfully
•
5 Dear Madam Yours faithfully
•
6 Dear Mrs Papas Yours sincerely
Yours faithfully •
•
7 Dear Madam
8 Dear Mrs Kapaldi Yours sincerely
9 Dear Sir Yours faithfully
•
10 Dear Ms Braun Yours sincerely
•
Answers to revision test (Section 3.4) in Chapter 3 •
•
•
Question 1 Addresses

Mrs P Horrocks
654 Somerset Road
Blackburn •
BB47PD
England •
Ms Jelena Pavlovic
•
Franca Rosamana 16
Novi Sad 4000
•
Jugoslavia
Mr Jean Aruvee •
Henri Charot Wines Ltd
16 Avenue des Abeilles •
Belleville
France •
•
184 •
•
 • Answers to selected exercises and questions

•
• Question 2 Salutation and complimentary close

• Dear Sir Yours faithtillly

Yours sincerely

•
Dear Ms Moore
Dear Sir Yours faithfully

• Dear Mr Lee Yours sincerely

• Dear Ms Sidat Yours sincerely

• Question 3 Five missing items

Number and street name (for example: 34 Wood Lane)

• 2 Name of town or city (for example: Birmingham)

• 3 Number and street name (for example: 145 Tolpuddle Street)

• 4 Dear Sir
5 Yours faithfully

• Question 4 Five mistakes

• 1 The number and street name should come immediately after 'The Pet Shop'.

• 2 Date order: 6 January 2001.

•
3 'kostellanos' should be written 'Kostellanos' .
4 Salutation: 'Dear Ms Kostellanos' .

• 5 Complimentary close: 'Yours sincerely' .

• Question 5 Layout

• Top Class Papers Ltd

82 Plaza Gardens

• Ho Chi Minh City

Vietnam

• Suitable date

• The Stock Controller

• Foursquare Books Ltd

67 East 55th Street

• New York 65307

USA

• Dear Sir

I
•
•
Yours faithfully
[Signature]
Assistant Manager

• Answers to exercises in Chapter 5

• Exercise 5.1

• 1 FALSE 2 FALSE 3 TRUE 4 FALSE 5 FALSE

• 6 FALSE 7 FALSE 8 FALSE 9 TRUE 10 FALSE

•
•
• 185

•
Appendix I
•
•
Exercise 5.2
•
1 FALSE (b) 2 TRUE (b) 3 TRUE (a) 4 FALSE (a) 5 FALSE (a)
•
Exercise 5.3
•
1 False
2 False
usually/a day or two later
a lot of time/ an instant •
3 False just once
•
-+ False
5 False
reads it/computer
saver/time and money •
6 False same process (is used)
•
7 False
8 True
single click/mouse
anywhere/in the world
OR single stroke/keyboard
•
9 True whole documents/can be sent
•
10 False use/more and more
•
Exercise 5.4
•
True 6% more/each year
•
•
2 True already stored/on computer disks
3 False makes us use/more paper
4 False things go wrong/data get lost
•
5 False

•
Western Europe alone/30 million
6 True about120 years
7 False everything we buy/packed using paper
•
8 False
9 False
several pages/long
paper receipts, bills, statements •
10 True Half/people we do not know
•
Exercise 5.5
•
1 True between 1859/and 1869
•
2 False
3 False
Egyptian workers/without
only/by day
machines
•
4 False now/very few
•
5
6
False
False
half (of the canal)
British government/principal shareholder •
7 False French/Egyptian
•
8 False
9 True
safe/and quick
25,000120,000 •
10 False most ships/ carry cargo
•
Exercise 5.6
•
True manually/automatically
•
2 True depend on/much
•
• !

186 •
•
 • Answers to .seleeted exercises and questions

•
• 3 True quite common/save time and money

• 4 True
:> True
no matter/where we are
completely / unnecessary

• 6 False travelling by plane/boat

•
'.
7 False give number/debit OR credit card
8 False save a lot/of money
') True affected forever/how we communicate

• 10 False inventedlin 1976

• Exercise 5.7

• 1 False pet food/paint

'.
•
2 True
3 False
4 False
5 True
numbers/ are declining
breeding and feeding/controlled
pollute sea/kill some (fish)
how many days/how many fish
conditions

• 6 False 12.5/million

• 7 False several weeks/at a time

• 8 False
9 True
30%/ exporting
half the people/less than 100 km

• 10 True causes hardship/consumers do not buy

•
I.
Answers to exercises in Chapter 6
Exercise 6.1

• 1 France

• 2 2

• 3 Yes
4 Cotnari

• 5 No

• Exercise 6.2

• 1 Easter Flowers

• 2 City Foundation
3 3

• 4 2

• 5 2
6 No

• 7 City Foundation

• 8 11
False

•
')

10 Mayor

•
•
• 187

•
Appendix I
•
•
Exercise 6.3
•
1 £3.60
2 ThirL~pot •
3 £7.20
•
4 £3.60
:; 13.00 •
h Hourly
•
7 Yes
8 Preston •
9 No
•
10 60
11 £4.50 •
12 No
•
13 £3.60
14 Red Line Transport •
15 12
•
16 Naddle
17 3 •
18 £7.20
•
19 4
20 £9.00 •
Exercise 6.4 •
1 3 •
2 Italian Cookery
•
3 Cooking in Vietnam
4 2 •
5 P. Laval
•
6 2
7 No •
8 2
•
9 D.Sung
10 No •
11 3
•
12 $USI8.99
13 6 •
14 Mediterranean Food
•
15 David
16 Cooking in Vietnam •
17 2
•
18 No
19 4 •
20 1
•
•
188 •
•
 • Answers to selected exercises and questions

•
• Exercise 6.5

• 1 Axwell

•
2 2
3 Carvel

• 4 Yes

•
5 Sheraton
6 Sangster

• 7 Yes

• 8 2
9 Carvel

• 10 A

• 11 Fairfax
12 3

• 13 5

• 14 Fairfax
15 Yes

• 16 No

• 17 7 days
18 4

• 19 Carvel

• 20 5

• Exercise 6.6

• 1 Supervisory Management
2 5

!.•
3 No

'.•
4 Mail Merge 2
5 Business Technology
6 No
7 1

• 8 2
9 1

• 10 1

• 11 Text Processing
12 Practice Management

• 13 No

• 14
15 Yes

• 16 No

• 17 No
18 Yes

• 19 Business Administration

• 20 Business Technology

• 189

•
Appendix I
•
•
Exercise 6.7

1 Mercury
2 5
.1•
3 No
•
4 Barbera
•
•
5
6 Corniche
7 Maipo
•
•
8 Yes
y
10 No
•
11
12 Barbera •
13 2
•
14 Maipo
15 Larnaca •
16 4
•
17 3
18 D •
19 $270
•
20 Benidorm
•
Answers to exercises in Chapter 7 •
Exercise 7.1
•
Stelzer International Staffing Chart
•
Branch Year of opening Name of manager
•
Oslo 1997 Oskar Gunnarsen
•
Ho Chi Minh City 1998 Lee Cheng
•
•
Toronto 1999 Hannah Samuels
Warsaw Current year Brenda Roche or not appointed

•
•
CtJ1I11l1<'11t

This requires some care in sorting out. First it must be in order of opening date. The key
datc is 19')9 - tills gives us the means to confirm datcs of other openings.The Warsaw otIice is
not yet 0PClJ. but will be this year. The office has lJO manager appointed, so either of the •
answers given in the chart is acceptable.
•
•
•
•
•
190 •
•
• Answers to selected exercises and questions

•
• Exercise 7.2

• Diary

• February Contact person

Danielle Brisson
Place
New York

•
Monday 14
Tuesday 15

• Wednesday 16 Hans Kleidermann Stuttgart Systems

• Thursday 17

• Friday 18
Saturday 19 Cesar Vaccaro Madrid

• Sunday 20

• Monday 21 Barbara Gallo London

• Tuesday 22
Wednesday 23 Lee Tan Hanoi

• Thursday 24 Lee Tan Hanoi

• Friday 25 Jack Bowen Phnom Penh

• Saturday 26

•
Sunday 27
Monday 28

•
•
COllllllent

This is a simple exercise; you just need to take your time to read carefully. The only Wednesday

• for Hans Kleidermann is the 16th. The 'following Monday' is the 21st. Jack Bowen must be on
the Friday (the day after Thursday night). The 14th is booked, so Cesar Vaccaro must be met on

• Saturday the 19th .

• Exercise 7.3

• 1 Rotraut Singspiel
2 Joint MD

• 3 Personal Assistant

• 4 Irene Lucic

• 5 Walter Kort
6 Personnel Director

• 7 Peter Weiss

• 8 Nazema Shah
9 Allan Smith

• 10 Personnel Manager

• 11 Candidate's name
12 Sam Levene

• 13 Colin Joseph

• 14 Sales Assistant (UK)

•
• 191

•
Appendix I
•
•
15 Plant Maintenance Assistant
•
16 Bernard Brisson
17 Welfare Assistant •
I R Angela Mottram
•
19 Tom Pink
20 Blank or vacancy •
C" Ii 1111etl t
•
This type of question calls for very careful reading. You have to sort the names and titles
•
skilfully, or. you will go wrong. The only reference to the Sales Manager's identity is in the first
paragraph of the situation - it is, in fact, )'ollfselj7
•
The 4 directors present a tricky problem. You have to remember that Rotraut Singspiellooks
after Production and Personnel, so 6 and 7 are Personnel Director and Peter Weiss. •
The <L%istants are. perhaps, the most ditDcult. Production and Plant Maintenance Assistants have •
the same titles. unlike Sales and Personnel.You also have to note that one assistant in Plant
Maintenance has left the firm. so this should be made clear by ,"vriting'vacant' or 'Ieli:'in box 20. •
NEVER LEAVE i\ BOX COMPLETELY EMPTY THE EXAMINER CANNOT GIVE
•
YOU A MARK. IFYOU DO THAT. YOU MUST GIVE SOME INDICATION THAT
YOU HAVE READ AND UNDERSTOOD.
•
Exercise 7.4 •
•
ARTEMIS CLOTHING COMPANY
•
Theft Report Form
(COMPLETE IN CAPITALS)
•
Date of incident 22 January
•
2 Time of incident
3 Incident reported by (name and dept)
22.30
Jackie Chan (Security) •
4 Were police informed? Yes
•
5 Time police arrived
6 Description of intruders
7 Was a vehicle involved?
22.55
3 men/l
Yes
tall/l with beard and limp •.1
R Description of vehicle
9 Name(s) of witnesses*
Ford van/664DKT
None •
10 Description of stolen goods 150 ladies' coats
•
100 men's jackets
•
•
II Estimated value of goods £5,000
12 Report completed by
Name Candidate's name
•
Department
Signature
Sales and Administration
Signature of candidate •
Date 23 January
•
* other than person named in 3 above
•
•
192 •
•
• Answers to selected exercises and questions

•
• COll1l11etl t

• This is really quite an easy question. You have to be careful with the dates. The theft was
yesterday and the date for the bottom is 23 January. You must also take care with the time

• the police arrived - 15 minutes after the phone call. Careless reading would make some
students write 22.45, which is 15 minutes after the theft took place .

•
•
Exercise 7.5

ELITE CARS LTD

• Client collection schedule

• Name Time Flight no Arriving from Hotel

• Walter Langlauf
Helga Weiss
10.00
10.10
L05293
SK525
Warsaw
Stockholm
Majestic
Ritz

• David Lowe 12.40 BA1605 London Plaza

• Melissa Crane 14.30 AMM1560 Boston Meridian

• Co /11111 CIl t

• There are 3 points here that call for careful reading. The first is Melissa's change of flight, which

•
makes her arrival time 14.30 and not 12.30. The second point is that David Lowe wants to
be collected an hour after he lands, making his pick up time 12.40.The third point is that

•
you are told to make the list out in arrival time order. If you do not note that instruction,
you will lose marks .

• Exercise 7.6

• February

• Day Date Diary entry

• Monday 1 Free
Tuesday 2 Management meeting

• Wednesday 3 Group training

• Thursday 4 Charity committee

• Friday
Saturday
5
6
Complete sales report

• Sunday 7

• Monday 8 Sales assistant interviews

• Tuesday
Wednesday
9

10
Management meeting
Lunch - golf club

• Thursday 11 Out of office

• Friday 12 Out of office

• Saturday 13

•
Sunday 14 Secretary's birthday
Monday 15 Budget meeting

• Tuesday 16 Management meeting

•
• 193

•
Appendix I
•
•
Wednesday 17 Group training
•
Thursday 18 Free
•
Friday
Saturday
19
20
Free
•
Sunday 21 •
Monday 22 Meet Sunila Arshad
•
Tuesday 23 Management meeting
•
•
Wednesday 24 Lunch - golf club
Thursday 25 Charity committee
Friday 26 Free
•
Saturday 27
•
Sunday 28
•
Co 111111 ell t
•
There is a need for careful reading here. There are 2 entries for the 8th, which means that the
entry 'Budget meeting' must be put in on the 15th of the month. The 'regular' meetings need
•
to be carefully written into the diary. You have to write 'free' in all no entry days. Many
students would miss that. They would also write 'free' in the Saturdays and Sundays, when you
•
are told to leave them blank. If you are told to leave something blank, then do so, but only if
you are told to do it. Otherwise put in some answer which shows you have understood.
•
Exercise 7.7 •
•
PINES HOTEL AND CONFERENCE CENTRE
•
•
Conference booking form
(COMPLETE IN CAPITALS)

Name of company
Address
DANBY CLARK pic
6 LONDON WALL •
LONDON ECl SJJ
•
Telephone
Title of function
0171-600-1111
UK MARKETING AWARDS •
Date of ti-mction 20 July
•
Times
Suite
From: 12.00 NOON
PRINCE OF WALES
To: 18.00
•
Number of persons 200
•
Meals required
Number of tables
LUNCH
20
Time: 13.30
•
Other requirements 1 DRINKS/12.30/CHAMPAGNE/
•
•
NON-ALCOHOLIC
2 COACH/11AS

•
3 LARGE TV SCREEN
4 VIDEO RECORDER
Invoice to MS GAIL KOWALSKl
•
•
194 •
•
• Answers to selected exercises and questions

•
• COlllllle"t

• The main difficulty in this question is the times. You have to be carefi.l1.The room is needed
from 12.00 noon, bm the event does not actually start until 12.30. Lunch is an hour after that

• at 13.30. Lunch must be over by 15.00. This leads to the end of the awards (2 hours) at
17.00. The letter asks for another hour to 'be on the safe side'. The final time, therefore, must

• be recorded as 18.00 .

• The letter ;llso asks for tables for 10 persons, so the number of tables is 20 .

Some candidates would lose marks by not being careful to record the other requirements accurately.

•
• Answers to exercises in Chapter 8

• Exercise 8.1

• 1 The customer (telephones) our office.

•
2 The photocopier usually (works) very well.
3 The interview (takes) place at 11 o'clock today.

• 4 How (is) he today?

• 5 They (have) an appointment with the MD. They (hope) to complete the contract .
6 We (send) out invoices on Mondays .

• 7 On most days she (assists)her supervisor.

• 8 They (ofTer)a discount for cash when we (buy) in bulk .

9 He (arrives) soon. His flight (is) late.

• 10 (Have) you a pen, please? I (wish) to write a note .

• Exercise 8.2

• 1 I (am arriving) at 11 o'clock and I (am bringing) the contract with me.

• 2 She (is asking) for permission to leave early; she (is meeting) her son .
3 You (are having) difficulty with the fax machine. It (is working) badly.

• 4 They (are walking) to the hotel and they (are having) lunch there.

• 5 He (is writing) a letter to the delivery agent. He (is complaining) about the delay.
6 We (are waiting) for the taxi. It (is taking) us to the airport .

• 7 The bus (is waiting) outside. The driver (is reading) the newspaper.

• 8 The documents (are coming) by special courier before noon .

9 Some of the stafT(are losing) their jobs tomorrow. They (are protesting) to the MD. He (is

• trying) to find them jobs in another company.

• 10 We (are holding) a competition today. All the staff (are entering).The MD (is giving) a
prize for the best entry. The winner (is going) on a holiday to Italy.

• Exercise 8.3

• 1 He (clapped) his hands when he- (heard) the result.

• 2 The planes (landed) at 2-minute intervals .

3 The office lift (stopped) working at noon yesterday. It (started) again at teatime .

• 4 I (booked) the tickets last week. I (made) the hotel reservation at the same time.

• 5 She (complained) about the noise. I (told) her to ignore it.

(, Yesterday we (interviewed) for a secretary.We (decided) not to appoint anyone.

•
• 195

•
Appendix I
•
•
7 The firm (advertised) its latest products on TV We (showed) the advertisement 6.times.
8 The parcel (weighed) 20 kilos. The post office (refused) to handle it for us. •
9 Our new MD (visited) the factory yesterday. She (brought) her daughter with her.
•
10 You (thought) the order was for 1,000 boxes. The customer's letter (stated) that he only
(wanted) 100 boxes.You (despatched) too many boxes. •
Exercise 8.4 •
1 We (have written) to the Chairman and he (has sent) his reply.
•
2 The accountant (has shown) that our profits (have fallen).
:> She (has arrived) by taxi. I (have paid) the driver. •
4 When you (have finished) your typing you can go. I (have completed) the other jobs.
•
5 We (have invited) a number of customers. So far, seven (have accepted) our invitation.
•
6 He (has refused) our offer. He (has taken) his business to another firm.
7 We (have established) our new delivery system. The transport manager (has trained) all the •
delivery drivers.
8 She (has repaired) the photocopier, and she (has left) a new instruction manual. •
9 Our staff magazine (has introduced) a new feature about hobbies. Six members of stail
•
(have contributed) to the first article.
10 Our department (has purchased) new desks and chairs for all staff. The supplier (has taken) •
all the old furniture.
•
Exercise 8.5
•
1 We (are coming) to your office (tomorrow).
•
•
2 The delivery van (is arriving) at 10 o'clock in the (morning).
:> The team (is working) throughout the (day).
4 I (am asking) for permission to visit the factory (soon).
•
•
5 The complaints procedure (is starting) (next) month.
6 Six new employees (are beginning) work for us (today).
7 We (are preparing) the conference room (immediately).
•
8 The wages department (is preparing) your wage slip (tomorrow).
9 All members of staff (are going) to the celebration (next Tuesday). •
10 You (are finishing) your employment with us (in one hour).
•
Exercise 8.6
•
1 I (shall go) to their offices tomorrow.
•
2 The flight (will take) 5 hours.
3 They (will order) the meal shortly. •
4 She (will buy) a new computer.
•
S You (will receive) new instructions bye-mail.
6 We (shall try) to satisfy your request. •
7 You and my secretary (will meet) to arrange the conference.
•
8 The supplier (will give) us a discount.
9 Many employees (will take) their holidays in June. •
10 The parts (will arrive) by road.
•
•
196 •
•
• Answers to selected exercises and questions

•
• Exercise 8.7

• 1 I am going to go to their ottices tomorrow.

2 The flight is going to take 5 hours .

• 3 They are going to order the meal shortly.

• 4 She is going to buy a new computer .

•
5 You are going to receive new instruc~ions bye-mail .
(i We are going to try to satisfYyour request.

• 7 You and my secretary a~e going to meet to arrange the conference .

• S The supplier is going to give us a discount .

9 Many employees are going to take their holidays in June .

• 10 The parts are going to arrive by road .

• Exercise 8.8

• 1 Please bring the documents to my office now.

• 2 In order to avoid breaking it, carry the parcel with care.

3 Please count the number of visitors at the meeting .

• 4 Please visit the despatch department today.

• 5 Please place the article on my desk before noon .

6 Write the invitations by hand .

• 7 Please order the replacement machine as soon as possible.

• S Please tell the workforce they have earned a bonus this month .
9 Please go to the supervisor and apologise for your mistake.

• 10 Please remember to close the door; make sure the door is locked .

• Exercise 8.9

• 1 If you took out a contract, we (would) certainly offer a discount.

• 2 You (must) finish your work before you leave the office.
3 If you are not sure, you (can) always ask for advice.

• 4 It is not certain, but we (may) ask for a reference.

• 5 If he did not come by air, then he (would) probably come by train .

6 If he does not come by train, he (will) probably catch a plane.

• 7 You (can) call me on my mobile 24 hours a day.

• S You (may) be right, but it is difficult to decide at the moment .

9 The deadline is 3 o'clock, so we (must) reach a decision now.

• 10 I (will) ensure personally that all the parts are delivered.

• 11 In ordinary circumstances that (would) do very well.

12 (May) I take the documents now, please?

• 13 (Must) you leave so early? It is only 2 o'clock.

• 14 If you had a problem with the copier, we (would) send someone at once .
15 If you have a problem, we (will) send someone at once .

• 16 She has no choice in the matter; she (must) sign the contract today.

• 17 Why (must) you go? It is a meeting for assistants.

•
• 197

•
Appendix I
•
•
18 If your service does not improve, we (may) decide to go to another firm.
•
•
1') We are 100% reliable and therefore we (can) guarantee total satisfaction.
20 They (may) vote to strike, so I (must) go there at once.

Exercise 8.10 •
If you want (my) opinion, just ask me.
•
2 Has he completed all (his) work for the day?
•
•
3 She will soon realise that (her) new job is very demanding.
4 Have Tom and Anna left? (Their) cars are still in the car park.
5 If you give me (their) address, I will write to them.
6 Is (my) hair untidy? I want to make a good impression. •.1
7 I cannot contact Mrs Petrangeli. (Her) mobile phone must be switched off.
8 Please accept (our) congratulations. We think (your) new book is very good.
9 Please tell Jane that (her) appointment with him is for 2
10 Did Anna write this letter? Why must I correct (her) mistakes?
0' clock. .'•
I

11 I went to Johnson's Ltd yesterday and ate in (their) executive dining room.
•
12 The owner, Carlo Trevino, says that (his/their) ideas are up to date, but a lot of (his/their)
equipment is too old.
•
13 If you need to write to Janet and James, I will give you (their) addresses before I leave.
14 We have spoken to (our) own lawyers about the matter. That is what we pay them for.
15 Where is Ravi Arshad? He has not finished (his) report.
•.1
16 Please help us and ask the theatre to change (our) tickets; we are going to be late.
•
17 You cannot help her. (Her) decision to leave is her own.
18 I want them to know that (my) car is at (their) disposal. •
19 She always carries (her) handbag on (her) left shoulder.
•
20 Unlike John I like to take (my) time. (His) method is to rush into things.
•
Exercise 8.11
•
1 (This) book here is a very good guide.
2 I like (those) computer games over there. •
3 Which desk would you like? (This) one here, or the one over there?
•
4 (These) tools I have here are very useful.
5 Does (this) road we are on take us to Rome? •
6 I have told you before about Quickfast. (That) firm is not reliable.
•
7 May I show you (those) documents I mentioned yesterday?
8 Which of you has written (that) report over there on my desk? •
9 I do not like (this) airport. It is always as busy as this.
•
10 She says she will send (those) files you asked for at once.
•
•
11 I do not like (those) suggestions you made yesterday. I prefer (these) ideas that Hannah has
just given to me.
12 (This) dress I am wearing is most suitable.
13 (Those) shoes you showed me last night will match (that) dress I wore on Friday. •
•
•
198 •
•
• Answers to selected exercises and questions

•
• 14 Do not lose (those) plans I gave you.

• I S Some of (those) staff we met yesterday are very clever.

10 (These) parcels here are for immediate despatch, but (those) crates in the corner can go

• tomorrow.
17 (Those) decisions we took yesterday are final. We cannot keep having (these) uncertainties .

• I R If you will take (those) people over there, I will look after (these) people here.

• I <)
20
(These) drawings in my hand are for the new factory .
(That) word processor next door is very old. Replace it with one of (those) word

• processors we bought yesterday .

• Exercise 8.12

• I Last month's sales figures were very (good), but this month's are even (better).

• 2 He is the (best) worker in this department, but Ann Park over in Sales is even (better) .
3 The attitude of our staff is very (good); in fact, it could not be (better) .

• 4 This is without doubt the (best) photocopier on the market.

• S We make many (good) products, but on a few occasions we make something that is
(better) .

• o There is (some) paper on the desk, and there is (more) in the drawer.

• 7 There are (more) people in the USA than in Norway.

8 I wish to buy (some) books, please. Do you have any (more) downstairs?

• 9 . Of all the people I work with, I like Tina the (most).

• 10 The (more) I see her, the (more) I like her style.

11 1 have brought you a (little) present .

• 12 There is (less) paper in the stockroom than I thought there was.

• 13 It is the (least) I can do to say thank you .

14 Most employees are paid (less) than yourself.

• 15 Of all the jobs we have to do, this is the (least) important .

• Exercise 8.13

• 1 It is very hot in the office today. Shall we go (outside) for a while?

• 2 I'm getting cold out here. Shall we go back (inside) the building?
3 (Everywhere) you look, you can see people working .

• 4 I have looked (everywhere) for that file, but I cannot find it.

• 5 There are no restrictions; you can go (anywhere) you like in the building .
o
•
Did you come (here) on the train?
7 I followed instructions and went (there) by the shortest route.

• S When we stood (here/inside) in the entrance hall, we saw no-one, but as soon as we went
(there/outside), there were people (everywhere) you looked .

• <) He is a real globe-trotter. He travels (everywhere) in the world. He will go (anywhere) you

• want him to go .
10 I have looked (everywhere) for Tom, but I cannot find him (anywhere). Do you think he

• came (here) first or went straight (there)?

•
•
• 199

•
Appendix I
•
•
Exercise 8.14
•
1 This calculator is (mine); (yours) is on the desk,jane.
2 john bought the pen, so it must be (his), even though Anna says it is (hers).
3 Both Ali and Petra did the work, so the responsibility is (theirs).
•.1
4 You are late for lunch. We have already eaten (ours), but (yours) has gone cold.
5 We have done nothing wrong. The mistake must be (yours),janet. .1
6 The decision we make is (ours); the decision the rest make is (theirs).
•
7 Why can Lucia and Paolo never agree if something is (hers) or (his)?
8 I don't like my calculator, Hannah. Can I please borrow (yours)? •
9 The assistant managers are angry. The managers have BMWs, but (theirs) are only Volvos.
•
10 Since this letter is addressed to me, it must be (mine).
•
•
11 I have just seen my new office, Helga. Have you seen (yours) yet?
12 Rozi says she is sure the bag is (yours). She saw you buy it last week.
13 Salma and Anisha have a really nice office. I envy them. I really prefer (theirs) to (mine).
•
•
14 We have booked tickets on the 3 o'clock train. Do you think that train on platform 2 will
be (ours)?
15 I am happy with my working hours, Andy, but you are lucky, because (yours) are more
convenient than mine. •
16 Bob and Rupert will have to leave their office; it is (theirs) that I want.
•
17 Barbara lost a bag like that last week. I am sure it is (hers).
18 The MD has just given me my new car. He says he will give you (yours) tomorrow. •
19 If you want the job, then it is (yours).
•
20 The sales team have worked hard to win the contract. The success is (theirs) alone.
•
Exercise 8.15
•
There is (nothing) I want you to do for me.
2 (Everyone) sincerely hopes that the meeting is a success. •
3 Is there (anyone/someone) who can tell me what to do?
•
4 It is ridiculous. I have asked (everyone/everybody)
knows how to send an e-mail.
in the office and (no-one/nobody)
•
5 I have all the information. There is (nothing) more that I need.
•
6 There is (something) wrong with the delivery system. (Everybody/Everyone)
complaining.
on our list is

•
7 Is (anyone) doing (anything) about this broken fax machine?
8 This fax machine has been broken for 3 weeks. Will (someone) please do (something) •
about it?
•
9 (No-one/nobo'dy) must enter my room without knocking.
10 (Someone) has taken the safe key and not returned it. Does (anyone) know (anything) •
about it?
•
11 I want to see (everyone) in my office now. (No-one/nobody)
I have (something) important to tell you alL
must ignore this request.

•
12 If you have worked for 5 years, you receive a bonus. This applies to (everyone/everybody).
13 Could (someone/somebody) please close that door? •
14 I hope that (everything) is to your satisfaction.
•
•
200 •
•
 • Answers to selected exercises and questions

•
• 15 It seems to be \vell planned. I cannot think of (anything) else that needs doing or (anyone)
else to write to.

• 16 This is our secret.You must tell (no-one/nobody) else.

• 17 I cannot keep the secret. I must tell (someone) else.

18 I have told you (everything) I know about it.

• 19 The MD shook hands with (everyone/everybody) and congratulated them.

• 20 (Everyone/everybody) must work hard this week. There is (someone/somebody) coming

to inspect the firm. The MD wants (nothing) to go wrong. (Everything) depends on

• making a good impression .

• Exercise 8.16

• 1 I think I have covered everything, but please ring me (if) you have further questions .

•
2 He told me (that) he would find a solution to the problem .
3 We cannot attend the meeting, (because) our MD is on holiday.

• 4 Do you know (where) you are going after you leave Seattle?

•
5 (When) I receive your order, I shall despatch it at once .
6 It is very important (that) we all agree on the matter.

• 7 (Because) plans are not yet complete, I cannot tell you any more.

• 8 Did he say (where) he was taking the drawings to?

9 The hotel will be booked, (if/when) there is enough money .

• 10 (If) you do not do as we ask, we cannot make the payment.

• 11 She was sacked, (because) she refused to work overtime .

12 You must wait in the hall, (until) you are sent for.

• 13 You must go to the canteen, (where) the visitors are waiting for you.

• 14 (If) you wish to place an order, please telephone us today.

15 He could not leave the hotel, (until) the fax came through .

• 16 He has not told us, (when) he will be arriving.

• 17 She will do the extra work, (if) I ask her nicely.

•
18 It is for these reasons (that) we must increase production .
19 John will not come to work today, (because) he has a cold .

• 20 Shall we go somewhere quiet, (where) we can discuss the matter?

• Exercise 8.17

!.•
1 Scotland is situated to the (north) of England .
2 Mexico is situated to the (south) of the USA.
3 The sun always sets in the (west).

• 4 Europeans describe Japan as part of the Far (East).

•
5 The office is very (close/near) to the airport .
6 How (far) is it to your office? A few miles?

• 7 Take the first turning on the (left), then go (straight) ahead for 100 metres.

• 8 Remember to turn (right), not left at the bank .

9 Tuesday is the day after (Monday) .

• 10 At the (weekend) we usually go to the beach .

•
• 201

•
Appendix I
•
•
11 The day after (Tuesday) is Wednesday.
12 Can you please tell me the (time)? Is it 3 o'clock yet? •
13 He will be arriving at 6 o'(c1ock).
•
14 How many (minutes) are there in an hour? There are 60.
•
15 In a race every (second) counts.
16 I will not repeat myself. I shall say this only (once).
•
17 The machine broke down on Monday and on Friday. It has broken down (twice).
•
18 The race (starts) at 2 o.c1ock. It (ends/finishes) at 4 o'clock.
19 What was the winner's (finishing) time? It was under 2 hours. •
20 You must (promise/try) to keep this a secret.
•
Exercise 8.18
•
1 Ho\v (long) is this road? 2 kilometers.
•
2 Is this shelf (wide) enough for those files?
3 How much does the f;Lxmachine (weigh)? About 22 kilos. •
4 Don't worry. It's only a (small) problem.
•
5 The EifIel Tower in Paris is a very (tall) building.
6 In a very (short) time. he will be promoted. •
7 How (heavy) is this bicycle? Does it (weigh) more than 10 kilos?
•
8 Can you stretch your arms out (wide)?
9 Your desk is 2 meters long; mine is 1.5 meters long. Mine is (shorter) than yours. •
10 I do not wish to keep you, so my speech will be quite (short).
•
11 These envelopes are quite (expensive). They cost 50 cents each.
•
•
12 Our policy is to buy (cheap) machines and replace them often.
13 The job is not an (easy) one. It calls for hard work.
14 Because of his strong views, he is a (difficult) person to work with.
•
•
15 Thanking people is good, but praising them is (better).
16 The July sales figures are bad, but the figures for June are even (worse).
17 All you have to do is sign it. It is not a (difficult) task.
•
18 These envelopes are (cheap). I expected them to be much more.
19 He should like his watch. It was quite (expensive). •
20 Now that we have the loan, I am sure things will get (better).
•
Exercise 8.19
•
Afternoon in the officc
•
Dieter:
Good (afternoon),Janet. Can I (introduce) you to Mrs Palmieri, our new Sales •
(Manager/Director)? I have (invited) her to look round the production (department).
•
Janct:
Good (afternoon). Mrs Palmieri. I am very (pleased) to meet you. We have (heard) a lot about
•
you. I look (forward) very much to (working) with you.
•
•
•
202 •
•
 • Answers to selected exercises and questions

•
• Mrs Palmieri:
It's a gn:at (pleasure) to meet you, Janet. Please (call) me Anna. I am sure I shall (enjoy) working

• with you all.Will you be (attending) the meeting later this (afternoon)?

• Janet:
No, I'm afraid I must give my (apologies). I have to (leave) in an hour. I am catching a (plane)

• to New York. I hope my secretary has (booked) my seat. Dieter, before I (go), will you take care
of Saturday's (conference) at the Plaza (Hotel) in Brighton' Make sure you (introduce) yourself

• to Farida Shah. She is the hotel (manager) and she promised to give us the very (best)
conference room. Well, I (must) be on my (way). I have some (letters) to write before I (leave).

• Dicier:

• Don't worry, Janet. I'll (take) care of everything at the (conference/Plaza).

you a quick (tour) of the (production) department .
Now, Anna, I'll give

• AIrs Palmieri:

• (Thank) you very (much), Dieter. And thank you, aanet). Have a good (time) in New York. I
(wish) I was (going) myself. It's a very exciting (city/place). I have a daughter who (works/lives)

• in Washington. Perhaps we can have a (chat/talk) about it when you (return). Right, Dieter,
lead on. You are my (guide) for the next half (hour) .

• Exercise 8.20

• A I the confercncc

• Davina Kaur is talking to Paul Levkas.

• Davina:
Hello, Paul. I was (hoping) you would be at the (conference). Do you (remember) me? We met

• a few days (ago) at the music (concertlfestival) .

• Pal/I:
Of course, I (remember) you (very) well indeed. You made the (presentation) to the conductor

• on (behalf) of your firm. Your short (speech) was very entertaining. How (are) you today?

• Davina:
I'm very (well), thank you.You look very well (yourself). I'm so (pleased/glad) that we have

• (met) again. I (want) to ask your (advice) about a very (important) matter.

Paul:

• If! (can) be of some (help), please tell me (about) it.

• Davina:
Well, you (know) I work for Sissioni Perfumes. In fact, I've just been (offered) the position of

• Marketing (Manager/Director). But the truth is, I don't (want) to work for them any (more).
I'm not happy with the (methods) they use. They are old fashioned and I would also (prefer) a

• job with less travelling. I have t",{o sons and a (daughter) and I want to spend more (time) with
(them). So what I really (want) is to set up my own (business). Can you give me some (advice)

• on how to (do) that?

• Pal/I:
Yes, I (can). I had my (own) business for a (number) of years before I took the Gob) here. It

• (might) be better if we arranged an (appointment) at my office. Or I (could) meet you for

lunch or (dinner) one evening. I can give you the (names) of some useful (people/contacts).

• What about (next) Wednesday?

• Davina:
I'm (sorry), Paul. I was watching that man over (there). Can you (repeat) what you just said,

• please?

!
•
•

203

•
Appendix I
•
•
Pa~d:
I was (saying) we (could) meet next Wednesday. •
Davilla:
•
That's a (good/splendid) idea. (Here/This) is my mobile number. Please (give) me a call soon. I
shall (look) forward to (hearing) from you. Goodbye for (now). •
Exercise 8.21 •
Can you say that again, please? •
2 I am looking forward to your early reply.
•
3 I would rather not travel to the hotel by taxi.
4 What does he want me to do about the problem? •
5 That was a very pleasant lunch we had yesterday.
•
6 Can you tell us when they will deliver the goods?
7 I am inviting a number of colleagues to the production department. •
S She was very sorry that she missed her appointment.
•
9 We hope we can be of further help very soon.
10 It has been a pleasure teaching you all these skills. •
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
204 •
•
•
•
•
•
•
•
• Appendix 2: Model answers to past
• examination questions
•
• Model answers to Series 3 1999 questions

• QUESTION I

•
• MEMORANDUM

• TO All Company Staff

•
FROM A N Other ilc Stationery

DATE As appropriate

• SUBJECT Rising Stationery Costs

• The Accounts Manager has written to me to complain about the increasing amount of

• stationery being used by company staff in all departments. The cost of these items -

• paper, envelopes, notepads, pens, pencils etc - is extremely high, and the Accounts

•
Manager thinks that there may be a lot of waste .

As the staff member directly responsible for stationery supplies and distribution, I ask

• for your full co-operation in making sure that, from now on, you observe the following

• practice:

• 1 Order only the amounts of stationery that you need

• 2 Check your existing stock on a weekly basis

• 3 Monitor the total amount being used in your department.

I must stress that it is vital to take note of the Accounts Manager's comments, and to

• take action in the interests of the company .

• I shall shortly be issuing new guidelines on stationery ordering, and expect to consult

• with department heads to decide on best practice for the future. For the moment,

• please follow these simple rules and try to cut down the amounts used .

•
•
•
• 205

•
Appendix 2
•
•
QUESTION 2
1 FALSE within the reach/of all people •
2
3
FALSE
FALSE
after 5/c1aim-free years
in-patient/costs •
4
5
TRUE
FALSE
established the longest
ahead/of all
•
6
7
FALSE
TRUE
fast/choose your doctor
visiting hours/more flexible OR more convenient
•
8
9
FALSE
TRUE
worldwide/cover OR cover/,overseas
very best/most popular
•
10 FALSE Healthline/lnformation Service

•
QUESTION 3 •
1 3
•
2
3
Warehouse
Hart
•
4
5 No
NormaWood

•
•
6 1996
7 4
8 No
9 Anna Socic
10 1998 •
•
.'
11 3
12 May Wilson
13 Clerical
14 Warehouse
15 1997
16 3
•
17
18
8
Norma Wood
•
19 4
20 1995
•
•
•
•
•
•
•
•
•
•
•
•
•
•
206 •
•
i ••••••••••••••••••••••••••••••••••

SUNCARE LTO STAFFING ORGANISATION IJ

C
m
1 2 3 4 VI
-I
Personal
Assistant
Joint MD Joint MD Personal
Assistant
o
Z
f- Peter Corrie Jane Kovak I-- Julie Stableford
Ursula Stein "'"

5 6 7 8 9 10

Sales Manager Marketing Production Training Manager Personnel Accounts

Manager Research Manager Manaaer Manager
Ivan Korda I- Denise Woodley ~ Tanya Lowe Ben Schweik I-- f--- Carmen
(not Miss) Chris Penn Velasquez

11 12 13 14 15 16

Sales Assistant Marketing Production Training Assistant Personnel Accounts

Assistant Research Assistant Assistant
Craig Loftus Vacant I To be Assistant Dan Lyons Danielle Lefevre Paul Robey
Appointed Siobhan McKenna

17 18 19 20

Secretarial Secretarial Secretarial Secretarial

Assistant Assistant Assistant Assistan!
Linda Fellows Ava Merrill Karen Fellows I Karen Fellows I
Tina Glass Tina Glass
Appendix 2
•
•
Model answers to Series 4 1999 questions
•
•
•
QUESTION I

Acme Vacuum Cleaner Company

•
Fall Birch Road
Henbury
Gloucester •
GL25ER
•
9 November 1999
•
Ms Janet Duxbury
District Education Officer
•
Atlas House
The Wellsprings
•
•
Henbury
Gloucester
GL 1 3LD

Dear Ms Duxbury
•
I am writing to ask permission for our company to use the car park at the James North High School
•
for a 2-week period starting on 22 December.

•
•
The reason for this request is that our own car park is due to be resurfaced and redesigned.

The work will take 2 weeks to complete, and we need a suitable car park nearby which can take a
hundred cars. The school car park, which is across the road from our factory, would be perfect.
•
I understand that the school is on holiday during the period we need it whilst the work is being done.

I have spoken to the Head of the school, Mrs Anne Legge, who says she is happy to help. You may
know that our company employs several James North pupils every year when they leave the school.
•.1
•
Mrs Legge did ask me to contact you, however, for official permission to use the school's car park.

•
I hope you will be able to give your permission, and I look forward to hearing from you.

Yours sincerely

•
Candidate's name

•
•
•
•
•
•
•
•
•
•
208 •
•
I-
• Model answers to past examination questions

•
• QUESTION 2

• 1 FALSE another telephone receptionist/extra sales staff

• 2 TRUE
3 FALSE
make/more effective
no extra/cost

• 4
5
FALSE
FALSE
design/printing
5,000/until 20 December 1999

• 6
7
FALSE
FALSE
150/throughout UK
over 21/highly trained

• 8 FALSE
9 TRUE
established/15 years
7 days/a week

• 10 TRUE 48 hour/service

• QUESTION 3

•
• 1
2 7
11

• 3 5
4 North West

• 5 North East
6 No

• 7 Yes
8 3

• 9
10 2
3

• 11
12
No
Scotland

• 13 Newcastle

•
14 Scotland
15 Wales

•
16 London
17 South West

• 18 5
19 7

•
20 Yes

•
•
•
•
•
•
•
•
•
•
• 209

L
• ------<A
Appendix 2
•
•
QUESTION 4
•
DESIGNER DECORS L TO
VISITORS' ACTIVITY FORM
•
•
•.
Name(s) of Visitor(s) M_r_a_n_d_M_rs_T_o_m_i_o_S_aw_a_d_a _

Date of Visit 4_D_e_c_e_m_b_er _

'

STARTING TIME ACTIVITY STAFF IN CHARGE OTHER STAFF

•
OR GUESTS
•
1000 Meet MD and
Coffee
MD
•
1100 Workshop tour J Snowden
•
•
•
1200 Workshop tour AChiu

1300 Lunch MD Glenn Clark

1400 Open Display MD •

Area
•
1530 Presentation of
Apprentice Certificates
Paul Price Tony Hart

•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
210 •
•
 •
•
•
•
•
•
• Appendix 3: Advice for students
• taking the LCCIEB. First Level English
• for Business examination
•
•
• Introduction

•
Candidates who pass examinations do so for good reasons. They have worked hard to master
the syllabus, they have analysed typical questions and model answers from past papers, and

•
through constant practice they have reached a stage where they feel confident to handle
whatever the particular examination thrt)\vs at them. There arc no surprises for them and, in the

•
examination, they work to a planned and practised romine that ensures success .

Candidates who fail do so for various reasons. They Illay be poorly prepared, they may not have

• covered the whole syllabus, or they may lack vital skills. Most failures however are the result of
poor handling in the examination room of the skills they have acquired: they have no planned

• routine, which helps to keep them on track and able to deal systematically with the paper
before them. Basic errors, rushing at a question, failing to read the rubric, and running out of

• time are the most common faults.

• This is where the 'auro-pilot' method comes into its own. It prepares you ltllly for everything
about the examination.You will have memorised the procedure to follow, so that in the

• examination room you will have a planned routine from the moment that you take your seat,
or even bef()re that moment .

• The most important thing to remember is - the Examiner is on your side. LCCIEB is a

• positive examination board and its policy is to reward candidates when that is possible. The
Examiner is not trying to trip you up. On the contrary, the Examiner is there to make sure you

•-. receive what you deserve. Remember that - it can boost your confidence when things get a
little rough.

Planning your time

• You can plan your time before you enter the examination room. You know how long the exam

• lasts and you know how many questions thLTe will be. You know that in English for Business
First Level you must answer all 4 Lluestions.You also know ho,v many marks there arc for each

• question; this ,1]]OWS you to divide your time accuratcIy. Just to recall the flets lor you:

• •
•
The examination lasts for 2 hours
There are 4 questions

• • All questions must be answered

• •
•
The total marks !()r the paper arc 100
Questions 1 and 2 are worth .30 marks each

• • Questions.'> and 4 are worth 20 marks each .

•
• 211

•
Appendix J
•
•
Because there is no 'reading time' before starting, you must allow 10 minutes to read through
the paper. You must also allow 10 minutes to check your answers at the end. This actually leaves •
you with 1 hour and 40 minutes to deal with the 4 questions. Keep an eye on the clock! You
should aim to spend 30 minutes each on Questions 1 and 2, and 20 minutes each on Questions •
3 and 4. These timings are not 'rigid', but you need to keep them in mind. If you over-run by a
minute or two, there is no problem, but do not over-run by 5 minutes or more; stop answering •
that question and go on to the next one. You will probably find time at the end to finish the
one you left. What you must not do is put yourself in a position where a whole question is •
rushed or not answered at all. Keep an eye on the clock, and stick to your planned routine at all
•
•
times.

Final preparations
On the day of the examination, give yourself plenty of time. Make sure your materials are •
ready. Arrive at the examination centre in good time. Keep calm, and help your colleagues to
keep calm. Run through your planned procedure in your mind. If you can, find out before the •
examination where you will be sitting. Remember that the examination is not a test - it is an
opportunity for you to show your skills. •
When you enter the examination room, stay calm. Find your seat. Layout your materials. •
Remember that you have practised everything before many times. You know the questions-
only the content is different. And you have the skills to deal with them. Once you start, follow •
your routine. Read through the paper. Keep to your times for each question. Check your work
thoroughly. And never, never leave the examination room before the end of the time. Even if •
you finish checking, and you still have 10 minutes to go, use the time to re-check your work.
•
If you do all this, and you have worked hard to develop your skills by following this book, you
will pass with flying colours. We wish you 'Good luck', but in truth luck will not be a factor.
•
You will have passed because of your skills, and nothing else'
•
•
•. '

•
•
•
.
•
•
'

•
•
•
•
•
•
212 •
•
 •
•
• Index
•
• ;lCCUr:1C)'

m;lrks for 6. :2()

comphint letters 107, 108, 1 15,117, ]2Y, 1.11
complimentary dose

• ;lddresses
lett('rsI4-15, 17-:20,23-5,51: memos
!etters ]4-15,21,22,23-5,51
comprehension

• 5+-5
;lddresses exercises 17. 1~-21)
reading 57--(,7
conference booking form 87-8, 1'14-5

• ;ldjectives '14-5
adverbs 96
colltent
letters 27-30: mark allocation 6,26

• ;ld\,ice for students 211-12

;lirline complaint letter 107, lIS, 12Y
Continental Furnishings letter
build-up sheet 121; checklist 110;

• ;lnswer guidance 5-6

;lIlSwers 183-210
completed letter 124: quality 4<)-50;
situation and task 105; style and tone 45

• Antico Account;lnts Jetkr 106, 112. 126

al/)'ol/r 97
colltinuous, presellt <)0
cookery books exercise 68-9,73-4

• al/)'rhil/,I! Y7
;lpology letter 106. 113, 12()
Cybergames letter
addresses 18, 19; basic letter 36; build-up

• /Jew"sc 98
sheet 120; checklist 109; closing sentence
39-40; completed letter 123; quality 47-~;

• Benwell's G;lrden Supplies letter exercise

27-'1,.31)-3
situation and task 105; style and tone
41-4

• best 'IS
data reformuhtion

•
/Jettrr 'IS
booking form exercise 87-8, 1':.1+-5 answers 207; examination questions
167-S, 178-9; exercises SO-8: keynotes 88

•
build-up sheets
letters ':.I, 120-2 Dmr 20-1
demonstrative adjectives 9+-5

•
bus service exercise 71-2
business courses exercise 75--() descriptive ;ldjectives 95--()

•
business letters 13-52 diagrams
keynotes 50; points to remember 51-'2; text and data reformul;ltion 78-88

•
revision test 22-5; sec ,liS!' letters diary exercises 80-1, S5-6, 191, 193-4
dictionaries 6

• 93
tllli

car collection schedule 8+-5, 193

directiollS
vocabulary 9'1

• car hire exercise 76-7

car park letter exercise 16, 16'1-71
distance
vocabularv '1'1

• carpet exercise 74-5

catering memos 134. 135,143,154 E-mail exercise 60-1

• charts 5
information processing 68-77; past
English
varieties of 6

• examination questions 165-6, 167-8,

175-7, 17S-9; text anti data rdlmnulation
envelopes
addresses 1:;;

• 7iHs8, 167-8, 178-9,207

checklists 9
errors
marking 26

• letters 19, 109-18; memos 136-4(,

Chief Examiners' Reports 7, 157, 160, 1()4,
evcryiJ"dy 97
everyol/e 97

:.•
168,171,177,179 ':)7
everyrhil/}!
chuses examinations
subordinate 98 advice for students 211-12: answer
client collection schedule 84-5, 1')3 guidance 5-6; Chief Examiners' Reports

• closing sentences
letters 3'1-42, 52; memos 55
7,157,160,164.168,171,177,17'1;
reformulation 5, 78-9; format 4;
data

• comparative adjectives 'I.~-6 information processing 68-9: letters ?.{)-7;

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• 213

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Index
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•
marking 6,26-7; memos 53-4; model
answers 6, 7, 205-10; past questions
LCCIEB publications 6-7
least 95
•
157-79,205-10; reading comprehension
57-8; syllabus topics 4; text reformulation
less 95
letters 13-52
•
5, 78-9 additional details 30, 32-5, 51-2; addresses
14-15,17-20,23-5,51; basic letter 31-2; •
factory visit letter 107, 116, 130
faulty goods letter exercise 27-9
build-up sheets 9, 120-2; checklists 9,
109-19; closing sentences 39-42, 52, 55; •
festivals exercise 71
fishing industry exercise 66-7
completed 123-32; complimentary close
14-15,21,22,23-5,51; content 27-30; •
flexi-hours memo 134, 142, 153
footnotes
definition 13; examinations 5,26-7; final
versions 123-32; inventing details 32-5, •
charts and tables 69-70
forms 78-88
51-2; key points 30-5,51; layout 14-15,
26; main subject 27-30,34,51; marks •
furniture estimate letter 106,112,126
future tenses 91-2
allocation 26; opening sentences 37-9, 52;
past examination questions 168-71; •
goillg to to express future 92
quality factor 46-50, 52; resources
105-32; salutations 14-15,20-1,22,23-5, •
good 95
grammar
51; sample 16; signatures 21; situations
105-8; study planning 8-9; style 41-6, 52; •
errors 26; exercises 89-98
Gunter Hopp Fitness letter 108, 118, 132
tasks 105-8; tone 41-6, 52
little 95 •
Health and Safety memo 133,138,149
location
vocabulary 99 •
health insurance exercise 162-3 locative adverbs 96
•
•
!Jer 94
!Jers 96 markers

•
!Jis 94, 96 charts and tables 69-70
hotel complaint letter 108, 117, 131 marks allocation 6

•
House to House leaflets exercise 172-3 letters 26-7; memos 54; true-or-false
questions 57
1(98
imperatives 92-3
lila)' 93
memos 53-6
•
indefinite pronouns 97-8
induction course memo 134,140,152
build-up sheets 9; checklists 9, 136-46;
definition 53; examination format 5;
•
informa tion processing
keynotes 77; past questions 175-7; short-
examinations 26-7; examples 147-57;
exercises 55-6; final versions 147-56;
•
answer questions 68-77, 165-6,206
inside address 14-15, 18, 51
keynotes 56; layout 54-5; marks allocation
26-7,54; past examination questions
•
International Plastics letter 107, 115, 129
international staffing exercise 79-80, 190
158-61; resources 133-56; situations
133-5; style 160; tasks 133-5; tone 160
•
inventing details
letters 32-5,51-2

job interview letter 108, 118, 132

Meridian Carpets letter 107, 116, 130
lIline 96
model answers 205-10
1Il0re 95
•.1
key points
lIlost 95
lIlust 93
•
letters 30-5, 51 Ill)' 94
•
language
competence 89-102; structure 89-98;
new markets letter 106, 111, 125
new product demonstration letter •
varieties of 6
lawn-mower safety letter 26-9, 30-3
addresses 18, 19; basic letter 36; build-up
sheet 120; checklist 109; closing sentence •
layout
letters 14-15, 26; mark allocation 6, 26;
39-40; completed letter 123; quality 48;
situation and task 105; style and tone 41-4 •
memos 26, 54-5 no-one 97
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214 •
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1"""'"--------------------------------- -----

Index

nobody 97 signatures
non-delivery of order letter 106, 113, 126 letters 21
nothing 97 simple past tense 90-1
simple present tense 89-90
oil prices exercise 59 smoking memo 135,145,156
opening sentences 37-9, 52 somc 95
memos 55 somconc 97
orders 92-3 somcthin,R 97
our 94 Sparks Electronics letter 107, 114, 128
ours 96 spelling
marks for 26
paper exercise 61-3 staff attitude memo 134, 139, 150
past examination questions staff behaviour memos 134,135,145, 156
business letter 169-71; data reformulation staff organisation chart 167-8,207
167-8,178-9; memos 158-62; model staff training exercise 165-6, 206
answers 205-10; short-answer 165-6, staff training memo 134,140,151
175-7; true-or-false 162--4, 172--4 staffing chart exercises 79-80,81-3,190,
past tense 90-1 191-2
pemlmes letter 106, 111, 125 Starlight Pemlmes Ltd letter 106, 111, 125
place stationery memo 158-61
locative adverbs 96 style
planning 8-9,211-12 letters 41-6,52; mark allocation 6,26-7;
possessive adjectives 94 memos 160
possessive pronouns 96-7 subordinate clauses 98
preparation 211-12 Suez Canal exercise 63--4
present continuous 90 syllabus
present perfect tense 91 assessment 4; letters 13; memos 53;
present tense 89-90 objectives 4; reading comprehension 57-8
to express future 91
pronouns 96-8 tables
punctuation information processing 68-77, 165-6,
letters 17, 51; marks allocation 26 206
telephone exercise 64--5
quality factor tenses 89-93
letters 46-50, 52 text reformulation
answers 207; examination questions
reading comprehension 5, 57-67 167-8, 178-9; exercises 8(}--8;
keynotes 67; true-or-false questions 57-67 introduction 78-9; keynotes 88
regional distribution exercise 175-7 that 94,98
reservation of exhibition space letter theft report exercise 83--4, 192-3
build-up sheet 121; checklist 110; their 94
completed letter 124; quality 49; situation theirs 96
and task 105; style and tone 45 these 94
retirement party memo 55-6, 133, 136, 147 this 94
those 94
salutations Tianhenman Plaza Hotel letter 108, 117,
letters 14-15,20-1,22,23-5,51 131
Scottish Clothing Company letter 106, 113, time
126 planning 8-9,211-12
security memo 135,144,155 tone
sentences letters 41-6, 52; mark allocation 6, 26;
closing 39--42; opening 37-9, 55 memos 160
shall to express future 92 traffic accidents memos 133,137,148
short-answer questions 68-77 true-or-false questions 5, 57-67
past examination questions 165-8, 175-7, past examination questions 162--4, 172--4;
206 reading comprehension keynotes 67

215
Index
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lin til 98 wines exercise 70
would 93 •
verbs 89-93
visitors' activity form exercise 178-9
writer's address
exercises 17,18-20; letters 14-15, 17,51 •
vocabulary 99-102
your 94, 96 •
whell98
where 98
yours 96
Y(lIm faithfully 21 •
will 93
will to express future 92
Ytlllrs sincerely 21

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216 •
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