3.5 Key questions on e-mail writing Flashcards
(26 cards)
Adressing at school. Which of the following addressing lines is/are incorect?
- Dear sir Coessens
- Dear Coessens
- Dear mister Coessens
- Dear Mr Coessens
Dear Mr Coessens
All other options listed are incorrect.
Communication within a company: explain how to adress persons in internal emails (i.e. Dear…)
1) Colleagues: first name Dear John
2) Bosses: 2 options depending on nationality of your boss/company culture
a. If Anglo-Saxon, Scandinavian, Dutch - first name: Dear Olaf
b. If other countries Mr/Mrs + Familiy name: Dear Mr Lafontaine
Communication between a company and its customers, suppliers: explain how to address persons in external emails
Always formal: Mr/Ms + family name (e.g. Dear Mr Siemens or e.g. Dear Ms Latbet)
Two exceptions:
1) You really know the customer well: first name (e.g. Dear Michael)
2) You simply have no name: dear sir / dear madam
Do you put a dot after Mr/Ms and a comma after the name in the addressing line in British English?
Is it e.g. Dear Mr. Daniels, or is it Dear Mr Daniels
No comma, no dot = Dear Mr Daniels
In American English, a comma and a dot are used, but avoid this in Europe.
What are the 4 rules for a good ‘subject line’?
Remember your manager may get 130 emails a day…
- Max 5-6 words
- Only key words (no ‘the’, prepositions, …)
- Always be precise (Smartphones Samsung E-456)
- Years/geographic places at the front (2020 market share analysis)
What closing lines (e.g. Kind regards…) do you use for:
- Dear Mourad (internal emails your colleague)
- Dear Mr Lafontaine (internal email your boss)
- Dear Peter (internal email your boss)
- Dear Mr Robberts (external email: a customer or supplier…)
- Dear sir / Dear madam
1) Kind regards
2) Kind regards
3) Kind regards
4) Kind regards / Best regards
Exceptions:
4) Very formal = Yours Sincerely
5) Your faithfully
What are the 5 rules for using ‘I’ and ‘we’ in emails?
- Sending internal emails = ‘I’ , you speak for yourself
- Sending internal emails = ‘We’ , if you speak in name of the department or a group of people
- Sending external emails = ‘We’ , as you represent the company
- Sending external emails = ‘I’ , if you know the customer really well
- Major rule: never mix ‘I’ and ‘We’ in an external email
Can you start an e-mail with the sentence: I’m sending you this email to give you the requested information on…?
If not, improve the sentence….
No, I’m sending you the requested information on…
Which of the two following sentences is correct?
- Dear Omar I’m sending you the requested documents…
- Dear Omar I send you the requested documents…….
Dear Omar, I’m sending you the requested documents…
Present continuous is used to express current action.
Explain the difference between ‘to forward documents’ and ‘to send documents’.
To forward: you get documents from someone and forward them to someone else (‘doorsturen’).
To send: you are yourself the original sender
Explain the similarity and the difference between ‘below’, ‘attached’ and ‘enclosed’
Similarity: all express ‘where’ and should be put preferably at the end of the sentence
Difference:
- Below: meaning ‘hieronder’: i.e. on the next lines or further in the text
- Attached: meaning ‘bijgevoegd’, I.e. an electronic document has been added to the email
- Enclosed: also meaning ‘bijgevoegd’ but only to be used in the context of letters sent by post, i.e. if a printed document has been added in a physical letter and put together in an envelope to be sent by post
Which of the 4 following sentences correct?
1. You can find the requested documents attached.
2. You will find the requested documents attached.
3. Please find the requested documents attached.
4. You find the requested documents attached.
- correct!
- correct!
- correct!
- is not correct!
Using the right phrasing(s) in an email is key! How to decide which phrasings to use/what to say at the start/end of your email? It all depends on 3 parameters . Which 3 parameters?
- Type of email (4 types)
- Internal or external email?
- The particular situation e.g. an apology, an order, …
Give the 4 categories of emails
- Reply to a previously sent email
- Following a previous, oral request
- Initiative emails (no one expects)
- Expected emails (e.g., meeting report, the regular update on a project, …)
What are the main differences between internal and external emails?
- Internal emails: shorter, less formal phrasing (e.g. As requested…)
- External emails: longer, often express gratitude, more formal phrasing. (e.g. Following your request…)
Suppose you are getting the following internal email. What type of email is this and what are the style/phrasings to be applied (if any?) you use when replying:
Dear Mehmet
Can you give me an update on the number of customers having signed up for the event next Saturday?
Kind regards
Arne
Reply to internal e-mails:
Be polite but short and straight to the point.No specific phrasings normally - no specific ending.
Dear Arne
So far 26 customers have signed up. We hope to have 30 by the end of the week.
Kind regards
Mehmet
Suppose you get the following external email from a known customer. What is the style/phrasings you will use when replying. Also write the closing sentence.
Dear Mr Sugira
Could you send us a price quotation and your delivery terms for a possible order of 300 steel pipes 23-45 with size 4’/53’/500’?
Kind regards
Arne Pil
First Thank you (+ for what )
Then give info requested
Then give some extra positive info: optional but recommended.
Dear Mr Pil
We thank you for your request / for your interest in our steel pipes. You can find all details required attached. Please note that for this type of order a credit extension is possible up to 45 days upon receipt of the goods.
.We hope the above/this information is of assistance to you. Please do not hesitate to contact us if you have any further question(s).
Kind regards
Prince Sugira
What last sentence do you add to an internal email in which you provide information to the addressee?
If short reply, usually nothing.
If a longer explanation/email, or if sent to a larger group of people or if a reply to a different department and you know these employes less:
“I hope the above helps. Let me know if you need anything else/if anything is unclear.”
What last sentence do you add to an external e-mail in which you provide information?
External: Much more formal
“We hope the above/this information is of assistance to you. Please do not hesitate to contact us if you have any further question(s).”
You have been requested orally (in a meeting with your colleagues, in the office of your boss, at a trade fair with a
customer…) to send some information or you have been asked to do something and report on it…
Give the standard phrasings at the start of an e-mail that you are sending now (A.internal><B.external):
A) Internal
As requested, …
As agreed / as discussed …
B) External
Following your request for more information, we have the pleasure in sending…
If there is an opportunity (depends on the situation), then write first: We thank you for your interest…/ or We hope that you enjoyed your visit at our stand.(first this kind of intro to create bonding)
SITUATION: ORDER. What is the last sentence of your email, if you place an order? This is a special sentence because you want that everything will be fine - no trouble please
We kindly request you to make sure that our order will be executed carefully (and to our full satisfaction)
You apologise to a customer.
What are the typical phrasings used and what is the structure of an apology email:
A) a smaller mistake (e.g. error in a guidebook, e.g. missing info..)
B) a serious mistake which has put the customer in a difficult position and he/she is angry
- Start with apology: We apologise for … // We regret to hear that … // We are sorry about … + repeat the problem
- Explain why the error occurred if appropriate: Due to a …
- Offer solution: We will send the right…
- End with classic phrasing for assistance: We hope the above is of assistance to you…
- ONLY IF SERIOUS MISTAKE BUT IMPORTANT: Repeat apology: Once more we apologise for…
Situation: you want to express at the end of your external email (e.g. in an email with an enquiry or a complaint…) that you want a reply soon.
What correct phrasings should you use at the end of such an e-mail. Give one for the following 3 situations:
a) Nothing is urgent -be gentle - but it is nice to have a soon reply
b) Rather in need for a reply -fast please
c) The matter is really urgent
- Gentle: We hope to hear from you soon // We look forward to receiving your answer.
- Rather in need: We would appreciate a prompt reply.
- Urgent: We would appreciate your reply to this matter as soon as possible.
I look forward to… : when is this expression used? Give 3 examples from the bus voc list.
Rather formal in external emails, followed by an ING form.
- E.g. We look forward to seeing you in….
- E.g. We look forward to meeting you….
- E.g. We look forward to receiving your input…..
- E.g. I look forward to the meeting……
