Business communication

    
    
Business letter and email
  Letter layout
  Phrases
  Email
Telephoning – basics

Functions: Business letters and telephoning
Grammar: Greetings and punctuation
Vocabulary: Business Correspondence Terminology, Telephoning

Introduction

It does not matter whether you are a guide, a receptionist, or a hotel manager. You should know the basic concepts of business communication, and how to apply them in the daily operation of the business. A little mistake in receiving or producing information may cause problems and damage your reputation. Have a look at this chapter to find out how to write a simple business letter or deal with ordinary telephone calls.

Business letter and email


Letterhead
Záhlaví obsahuje kontaktní údaje odesílatele. Není-li použit hlavičkový papír, zarovnáme adresu k pravému kraji.

Reference
Pod záhlavím se může objevit referenční řádek (Our ref. / Your ref.), který formou kódu upřesňuje čtenáři dopis.

Date
Datum může být napsáno v několika tvarech:
30 August 2013
30th August 2013
August 30, 2013

Did you know?



10-11-2013 means 10th November in the UK and 11th October in the USA!
Inside address
Vnitřní adresa obsahuje jméno a adresu adresáta dopisu. 

Common titles of courtesy (Zdvořilostní oslovení/titul)
Mr – Pan
Ms – Slečna/Paní – často užívané oslovení, které nerozlišuje zda je žena vdaná nebo svobodná
Mrs – Paní
Miss - Slečna

Salutation
Dear Sir or Madam – neznáme příjemce
Dear Sirs – oslovení společnosti obecně (v USA  se používá místo Sirs slovo Gentlemen)
Dear Mr Novák – oslovení “pan” (Mistr)
Dear Ms Nováková – preferované neutrální oslovení ženy – paní i slečna
Dear Miss Nováková – oslovení “slečna”
Dear Mrs Nováková – oslovení “paní” (Missis)
Dear John – použijeme v případě, že jde o blízkého obchodního partnera nebo přítele

Note: If you are unsure how formal you should be, always choose a more formal form. 

Subject
Předmět nebo-li “věc” je graficky zvýrazněný text pod oslovením. 

Body of the letter
Tato část obsahuje vlastní sdělení.

Conclusion / Complimentary close
Zakončení / Závěrečná fráze.

Signature
Podpis

Did you know?



It's important and expected to make it clear what you would like for the next step from the person reading your business letter. This is what you need to express in the complimentary close.

In the sample letter above, it is the sentence "Please let us know whether you can accept our conditions."


Grammar



In English, you use Yours faithfully when the recipient’s name is unknown to you (matching salutation would be, for example, Dear Sirs). You use Yours sincerely if the person´s name is known to you (matching salutation would be Dear Mr Black).

According to American standards, you might use also a colon after the salutation (Dear Patrick: ).

You may also use a less common format, known as open punctuation, which means there is no punctuation after the salutation and closing.

Useful Phrases

Opening lines / Úvodní fráze

The opening line aims...
- to make reference to previous correspondence;
- to say how we found the recipient’s name/address;
- to say why we are writing to the recipient.
I am writing to...  Píši, abych
... inquire about... se informoval o
... apologize for... omluvil za
... confirm... potvrdil
... comment on... se vyjádřil k
... apply for ... se ucházel

With reference to your letter of 12th June, I …	S odkazem na Váš dopis ze 12. června

I am writing to apologize for the inconveniences caused by delayed delivery.	
Píši, abych se Vám omluvil za nepříjemnosti způsobené opožděným dodáním.

Thank you for your letter of 3rd May.	Děkuji za Vás dopis ze 3. května.
Thank you for your letter regarding … .	Děkuji za Váš dopis týkající se
Thank you for your letter/e-mail about … .	Děkuji za Váš dopis/email ohledně...

Request / Prosba
Could you please...
I would be grateful if you could...

Apology / Omluva
We are sorry to inform you
Unfortunately, we have to inform you that
I am afraid that I will not be able 

Refusal / Odmítnutí
Unfortunately, I cannot accept your offer.
I am afraid that

Acceptance / Přijetí
I would be delighted to

Closing lines / Závěrečné řádky

- to make a reference to a future event;
- to repeat an apology;
- to offer help.


EnglishCzech
I look forward to hearing from you soon.Těším se na brzkou odezvu.
Thank you in advanceDěkuji předem.
I am looking forward to meeting you.Těším se na setkání.
I look forward to your reply.Těším se na Vaši odpověď.
If you have any questions, do not hesitate to contact us.Neváhejte se na nás obrátit v případě jakýchkoliv otázek.
We look forward to a successful working relationship in the future.Těšíme se na úspěšnou budoucí obchodní spolupráci.


Grammar



Avoid exclamation marks (!) in formal business emails or letters.

Avoid short forms like I'm and don't in formal business emails or letters.


Enclosures / Přílohy
I am enclosing
Please find enclosed
Enclosed you will find


Exercise: Choose one correct answer



We are sorry to that...
I am with the service I received...
Which of the salutations is preferred when writing to a woman you do not know well?
Which phrase would you use to close a FORMAL letter?
I knew you will go. See you tonight! , Mary xoxo


E-mail - What you should know

Business emails are generally less formal than business letters.
Business emails should be to the point.
You can use “business letter phrases” in business emails.
Always fill in the subject line.

You may use less formality with greetings: Dear John, Good morning, John..., Hello, John To finish the business email, it is becoming more often to use expressions ending informal letters.

EnglishCzech
Kind regards,Se srdečnými pozdravy
Best regards,S nejlepšími pozdravy
With kind regards,Se srdečnými pozdravy

Otherwise, you keep the structure as it is in the formal business letter.

Telephoning

Introducing yourself
This is Hanah speaking.
Ted speaking
This is Ted
Hello, Finance Department, Eva speaking.

Asking who is on the telephone
Can I ask who is calling, please?
Who’s calling, please?

Asking for Someone
Could/ May I speak to...? 
Can I speak to …, please?
Is Mr Smith there, please?

Example:
Guest: Can I speak to the person in charge of your Banquet Department, please? 
Receptionist:  Could I have your name, please?
Guest: Yes, this is Ella Green speaking.

Connecting Someone
I'll put you through 
Can you hold on a moment?
Just a second

Impossibility of connecting someone
I'm afraid ... is not available at the moment
The line is busy... (when the extension requested is being used)
I'm afraid he is /out of the office today / on holiday / in a meeting/
I am afraid his line is engaged.

Giving numbers
Our phone number is one-seven-one, triple two, three, double four
171 222 344

When there is a zero, we usually say O instead of zero.
505 102 021 = five-O-five, one-O-two, O-two-one

555 445 666 = triple five, double four, five, triple six
If a phone number contains two of the same numbers together, we say double (triple if there are 3 same numbers).

Saying email addresses
ella_green@ab-cd.com
_	underscore
- 	dash / hyphen
/	slash
@	at
.	dot

Dialogue – Asking for someone



Check your understanding by reading the script below.
Marketing department: Hello, marketing department, Tina speaking.
You: Hello, can I speak to Mr Brown, please? 
Marketing department: I´m afraid he is out of the office today. Can I help?
You: I need to talk to Mr Brown. Can I leave a message?
Marketing department: Of course.
You: Could you tell him to call me tomorrow. This is Anne Woods. I need his help with our campaign. 
Marketing department: Can I take your number, please?
You: Yes, it´s 555 360 985.
Marketing department: 555 360 985. I´ll make sure he gets the message.
You: Thank you very much for your help, bye.
Marketing department: Goodbye.




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