CAE – (IN)FORMAL EMAILS / (IN)FORMAL LETTERS

You may be asked to write an email or letter responding to a situation described in the task. You
must use a style which is suitable for the person you are writing to, for example the editor of a
newspaper or magazine, the director of a company or college. In your email or letter, you may
have to include factual information and your own viewpoint in relation to this.
The types of letter you may have to write include:
 letter to the editor of a newspaper or magazine
 a letter of application, or giving a reference for someone applying for a job
 a letter to the directors of an organisation
 an informal letter to a friend.

An informal letter is a letter that is written to people we know personally. We normally give
news about what is happening in our lives and often ask for news about the other person. In
addition, it is often used to request information, congratulate people, give advice and ask
questions.

NB: You will be rewarded if you learn (and use) some appropriate phrasal verbs, idioms, and
collocations. Compare these sentences:

The food was good and the service was good and we had a good time.
The food was delicious, while the service was faultless. Did we have a good time? Absolutely!

TIPS for FORMAL STYLE:

- INVERSION
- PASSIVE
A) FORMAL LETTER / FORMAL EMAIL
STYLE: FORMAL

1) GREETING
If you know the person’s name:
 Dear Susana (if you would use their first name when you speak to them.
 Dear Mr Smith, Dear Mrs Emmett (if you don’t feel comfortable using their first name).

If you don’t know the person’s name:

 Dear Sir, Dear Madam or Dear Sir/Madam

2) BODY

Opening (State the reason for writing):

 I would like to apply for one of the scholarships I saw advertised in...
 I am the secretary of my college Science Club. I saw your advertisement for the
exhibition … I am writing (in order) to complain about the advertisement for your new
game…
 I am writing (in order) to complain about the advertisement for your new game…

Main content (The rest of the body will be organized in paragraphs: that will make reading
easier and the effect on the target reader will be better. It will be different depending on the
type of formal letter).

3) CLOSING (The end of your letter is as important as the beginning. You usually state what
you would like the recipient to do, make a reference to a future event, offer to help...):

 I look forward to hearing from you soon / I look forward to receiving your reply
 I look forward to receiving a full refund (in a complaint letter)
 I would like to know what you are going to do about this situation (in a complaint
letter)
 I would like to thank you in advance for this information (in an enquiry letter -
requesting information)
 If you require/Should you need further information, please do not hesitate to
contact me/feel free to contact me.

4) FINAL SALUTATION

If you know the person’s name:

 Love or With love  (if you’re writing to a close friend or a member of your family)
 Best wishes, Regards, Kind regards  (if you’re writing to someone you know fairly
well)
 Yours sincerely or Yours sincerely  (if you’re writing to someone you don’t know
well).
 If you don’t know the person’s name:
 Yours faithfully.

5) SIGN YOUR NAME

B) INFORMAL LETTER / INFORMAL EMAIL

STYLE: NEUTRAL-INFORMAL
Written in response to a situation outlined in the question.

Opening paragraph:
Dear John, Hello Ben, Hi Susan, How are you? / I hope you are well / Many thanks for your
(recent/last) letter / postcard/ It was good / nice / great to hear from you again / I was so
surprised to hear that... / I’m sorry I haven’t been in touch for such a long time. / It’s ages since
I’ve heard from you. I hope you're well / you and your family are well / How are things? / How
are you?

Referring to news: Great news about … Glad to hear that … Sorry to hear about..
Giving news: Listen, did I tell you about …? You’ll never believe what …Oh, and another
thing I thought you might be interested to hear about / know that …By the way, have you heard
about ...?

Apologies: I’m writing to apologise for missing your party but I’m afraid I was with flu /I’m really
sorry that I forgot to send you a birthday card but I was busy with my new job.

Requests: I’m writing to ask for your help / you (if you could do me) a favour. /I wonder if / I
was wondering if you could help me / do me a favour.

Making suggestions and recommendations:

Why don’t you …? / Maybe you could …? / How about …?
You can’t leave New York without (...doing sth) /
I’m sure you will enjoy (...doing sth). If you like, we can …

Last paragraph: CLOSING

Anyway, I must go and get on with my work!
Looking forward to hearing from you soon / Bye for now/ Best wishes / Regards.
EXAMPLES
You belong to a small sports club and have been asked by other members to write a letter of
complaint to the club manager. Your letter should include the following:
 why club members are not satisfied with the club and the way it is organized
 how the club could be improved
 what may happen if improvements are not made
Write your letter.

Dear Sir/Madam,
The managing director of my company, Secure Logistics, has asked me to contact you with a
view to finding new business premises. We are currently located in a medium-sized town, but,
due to recent growth in our business, we now require larger premises in a more convenient
part of the country.

Secure Logistics is an established freight transport company specialising in the movement of

valuable goods. We have an expanding fleet of lorries and, for this reason, we need to be
located in a secure area on the outskirts of a large city with convenient transport links both to
other parts of the country and to the rest of the world. We require a large parking area for our
vehicles as well as extensive secure storage facilities for our goods.

In addition to this outside area, the company also needs a large office building for up to eight
hundred staff. This will be our new headquarters, so we require large open-plan offices, which
will be used as a call centre for customers, and a number of smaller offices for
managers.

We would consider moving into an existing facility of the kind I have described, but if suitable
premises cannot be found, we would be prepared to purchase an area of currently unused land
on which to construct our own buildings.

I hope I have described what the company is looking for in sufficient detail, but if you require
further information, please contact me at the above address. I look forward to your reply.

Yours faithfully,

[signature]
You belong to a small sports club and have been asked by other members to write a letter of
complaint to the club manager. Your letter should include the following:
 why club members are not satisfied with the club and the way it is organized
 how the club could be improved
 what may happen if improvements are not made

Write your letter.

Dear Sir,
I am writing on behalf of a number of members of the sports club who are concerned about the
club and the way it is being run.
It has been clear to us for some time that we have a membership problem. The club, which I
visit regularly, has been noticeably less busy in recent months. In the view of members, there
are two
possible explanations for this decline. Firstly, we believe that some members are joining other
clubs with more state-of-the-art facilities. Secondly, the cost of membership at the club appears
to be high compared with other clubs in the area.
As to what action can be taken, our main suggestions are for all the club’s gym equipment to be
replaced and for management to adjust the cost of membership. While the charge for adult
members could remain the same, reduced fees could be introduced for retired people. There
could also be a new family rate to encourage parents to come with their children. We also
believe that the tennis courts should be resurfaced, because they have been neglected for
several years. They are now not fi t for purpose.
We believe that if these improvements are not made soon, more members will vote with their
feet and move to other clubs on a permanent basis. We trust that you will consider our ideas
and we would be grateful if you could look into making the improvements we have suggested
as soon as possible.
Yours faithfully,
Emira Boasi
It has recently been announced that your area will receive funding for a range of new sports
and fitness facilities for young people. Your council is inviting residents from the area to write
letters suggesting how the funds should best be spent. Your letter should explain:

 why this funding is to be welcomed

 what facilities should be provided
 how the new facilities will make a difference to young people in the area

Write your letter

Dear Council Members,

I am writing on behalf of the residents of my area to thank you for the new sports and fitness facilities
funding. We particularly/especially welcome this decision, as the number of children in this area has
considerably increased in recent years and the city actually lacks sports facilities. We think that sport
should be promoted as an incentive for teenagers to stay fit, socialize and discover new passions.

As to what kind of facilities should be provided, our main suggestion is to have a wide range of facilities
to make sure that they cover/engage young people’s interests. We suggest creating a fitness club with
different daily classes such as cardio sessions, dance or yoga. We also think that we should take
advantage of the outdoors by installing free sports equipment for the summer season as well as an
outdoor swimming pool. Moreover, we recommend creating safe pathways to encourage our children
being more eco-friendly.

We believe that these new facilities will improve our children’s health and well-being. Sport is an
effective antidote to young people suffering from loneliness or video games/social media addiction. It
offers young people/youngsters a real opportunity to make new friends and improve their social life. In
addition, sport helps to fight against obesity, a serious disease affecting many children and adolescents
today.

We trust that you will consider our ideas and suggestions and (we) look forward to receiving a response
from you at your earliest convenience.

Yours faithfully,

EB
You see this advertisement in a student newspaper:
Lifeguard assistants wanted
We are looking for someone in August to assist our lifeguards, provide supervision during
beach activities and observe swimmers.
Write to the Lifeguard Manager, saying what your experience and qualifications are and
stating the reasons why you are suitable for the job.

Dear Sir or Madam,

I am looking for outdoor work during the summer holidays and I would like to apply for the position of
lifeguard assistant, which I saw advertised in my university's student newspaper.

I am 20 years old and at present I am studying Physical Education. I am a strong swimmer and have
recently had first aid training. I very much enjoy working with people and for the last two summers, I
have been working as an assistant ranger in a National Park, where I had to provide information to the
public about using the park and provide emergency assistance to park users. Now I am looking for
something different.

I think I would be a suitable candidate for the position because I have been described as calm in a crisis
and someone who works well with others.

I am available for the whole of August and would be happy to attend an interview at any time. I look
forward to hearing from you at any time in the near future.

Yours faithfully,

John Carrie
SUMMER CAMP ASSISTANTS Wanted!
Summer Fun Ltd. is looking to recruit six Camp Assistants to work with children aged 18-24
from a number of nationalities. Priority will be given to applicants who:
have a special interest in Drama, Sports, or Arts and Craft
are responsible and can cope in a crisis
can speak at least two languages
If you would like to be considered for the post please apply in writing/span (References are
essential.)

Dear Sir / Madam,

From July 4th Galway Advertiser newspaper, I learned about your need for Summer camp assistants for
your school located in Renmore, Co Galway. I am very interested in this position and truly believe that
my education and employment background are appropriate for it.

I have an extensive experience in sport environments, having worked in various Gyms and training in
soccer, bodybuilding, fitness, martial arts (Judo & Kick Boxing). I’m used to dealing with people of all
ages.

I have shown my ability to adapt to new situations and to work under pressure throughout my working
experience, having many times to prioritise tasks and having been exposed to varying situations, that
have really improved and developed my team working and communication skills.

I speak fluent English, Spanish and a little Chinese.

Thank you for your consideration of my CV. I am hoping to hear from you soon to schedule an interview
at your convenience.

Please, find attached a copy of my CV and my reference details as requested.

Best Regards.

John Smithson
 You saw this advertisement:
NEW ARTIST EXHIBITION at the DORCHESTER HOTEL
See works of art from the newest talent this weekend at this important conference!
Buy paintings, sculpture and other media from artists throughout the world!
The exhibition was a great success and a lot of fun. Write to a friend telling him or her about
it, and why it was such a great experience.

Write your letter. You do not need to include a postal address.

Dear Mary,

How are you? How are Tom and the children? I hope you are all well.

First of all, I’m sorry I haven't been in touch for such a long time. You know how my job is; it doesn't give
me much free time.

As I know you love modern art, I'm writing to tell you about an exhibition I went to at the Dorchester
Hotel, in London. I was able to see the creations from talented new artists throughout the world.

The exhibition was a great success. It was packed with people fighting over the best deals. Even so, I
loved every minute of it. You know how much I like art.

There were many paintings, sculptures and pieces of furniture for sale. I would have liked to buy one
sculpture for my parents, but they were too pricey for me. I ended up buying a beautiful painting of the
aurora borealis by a Spanish painter. It is full of colours. I love it.

Next time they put on an exhibition at the Dorchester Hotel, I’ll let you know so that you can come with
me. We will have fun together.

Looking forward to hearing from you soon.

Regards

Susan
Your pen friend wants to throw a party for her twelve-year-old sister's but she is not sure
what to do.
Write a letter giving her advice about where to have it and what sort of activities they could
do.

Write your letter.

Dear John

How are you?

I’m glad to hear that you are preparing a birthday party. I'm sure that you and your family will have a
great time.

Since you told me you are not sure what to do, I’m going to give you some advice. Have you heard about
the “Blue farm”? It is a place where many people go to celebrate their birthday with friends. There are
many organized activities available.

I’m going to describe a typical day in this farm. Firstly, your sister and her friends could ride horses; they
should make sure to wear comfortable clothes. Secondly, they could cook their own food, for example,
sausages, paella, cakes, etc. I'm sure they will enjoy themselves.

If they are adventurous enough, they can have a good time doing activities like rafting and bungee
jumping. Don’t worry, the right equipment is always on hand.

Personally, I believe that a day on a farm is a different way to spend a birthday. I hope I have been
helpful.

Looking forward to hearing from you.

Mike
You have received the following letter from your English-speaking friend:

.............Thanks for inviting me to stay with you when I visit your country next month.

I'm not sure how to get to your apartment from the airport. Could you write back giving me
some basic instructions? What would be the best method of transport for me? I'd prefer one
that isn't too expensive!

Just one other thing - what will the weather be like when I get there? (Just so I'll know what
clothes to pack!) .........

Write your letter of reply to your friend.

Hi Mike,

I’m really looking forward to your visit my friend. Roll on next month!

Don’t worry about anything will get everything sorted for you.

When you get to the airport just give me a ring and I will go there to pick you up myself with my car. I ‘ve
just bought a brand new Toyota Celica. You are going to love it. How is that for a cheap method of
transport?

The weather is lovely at the moment and I checked the forecast for the next week and It is going to stay
that way. So you are better off packing summer-time clothes and some jacket (at night it gets a bit
colder, not much though).

I’ll show you around the city and if you like going clubbing, you are going to love this city. We have some
of the best night clubs in the country.

We will have a great time together.

See you soon.

Take care

Your friend Johnny.

You recently took a holiday organised by a travel agent, but the standard of the
accommodation was very poor. You feel misled by your travel agent because their
advertisements made false or misleading claims about the hotel, the location, the city, etc.
Write a letter to the company outlining the problems you experienced with the
accommodation and the action you want them to take.

Dear Sir/madam,

I am writing to express my strong dissatisfaction with a holiday organised by FTN Funscapes.

First and foremost, your advertisement promised a "quiet three star hotel" whereas in fact it was of
poor quality. Not only was it noisy, but also far from the city centre. I had to walk half an hour to get to
the closest shopping area. To make matters worse, your advertisement mentioned that Niteghntown
"has so much to offer", yet I was not able to see the museums and art galleries, due to the fact that they
were only open on one day. Moreover, all the shops were disappointing since they all sold the same
things.

You also claimed that area had the cheapest price on souvenirs. That was not the case. The cheapest
item they had was a lighter at €15. If that’s cheap for you, I dread to think want you consider to be
expensive.

Last but not least, you stated the journey would be "quiet and easy". However, to be honest, it was a
complete disaster as we arrived home five hours later than was expected.

I had been looking forward to my holiday for months. However, it was completely ruined by these
problems. Therefore, I demand a refund of at least half of the cost of the holiday in compensation for all
my trouble and disappointment.

I hope this matter will receive your immediate attention.

Yours sincerely,

John
You recently had an unpleasant experience when you were shopping in a department store.
One of the assistants wrongly accused you of shoplifting. Although you were able to prove
that you had paid for the item in question, you received no apology.
Write a letter to the manager of the shop, saying why you are angry and disappointed and
asking for some kind of compensation for the way you were treated. Say that you will take
further action if you do not receive an official apology.
Write your letter of complaint.

Dear Sir or Madam,

I am writing to complain about the unacceptable treatment that I received in your department store,
when one of the shop assistants accused me of shoplifting.

First of all, I want to explain what happened. My wife, my son and I often go to the department store to
buy all kinds of articles, and the most of the staff member know us. Even so, a young man came up to us
when we were just about to leave the shop and accused me of having stolen a watch. Furthermore, and
to make matters worse, he started to shout at us in front of the other costumers that could witness the
embarrassing situation we had to experience.

Secondly, I proved that I had paid for the item. In fact, I showed my receipt to this person. However, we
haven´t received any apologies. That´s the reason why I demand some type of compensation, such as a
discount voucher to buy in your department store.

I very much hope that going forward you will take steps to prevent this kind of situation from taking
place again in the future.

Should I not receive any compensation within the next few days, I am afraid that I will have no
alternative but to put the matter in the hands of my solicitors.

Yours faithfully

Sam Smith
Tours guides needed: we need a hard-working team of people to work as tour guides
throughout the summer period. A good knowledge of your local area is required, as well as
the ability to get on well with people. If you are at least 18 years old, write to us and tell us
about your character and interests. We would also like you to say what you think is one of
the highlights of your local area and why.
Write a letter applying for the job advertised

Dear Sir/Madam,

I am writing to apply for the job of tour guide to work throughout the summer period. It was advertised
in the dairy newspaper last week.

First of all, I am going to introduce myself. I am Margaret and I am 23 years old. Despite my age, I have
enough qualifications and experience to do this job perfectly well. I am currently finishing my degree in
History of Art at university. In only one month, I will be graduated. It goes without saying that I am
knowledgeable about the art and history of my country, particularly of my city, where you can find from
13th century churches to modern palaces.

I love the large variety of art in my city, but if I had to choose one of my favorites areas, it would be the
big parks such as Retiro, where you can not only relax but also learn about modern painting and
sculpture artists.

In regard to my own interests, I am very keen on modern art. I definitely consider myself a people
person. I have found that I am very good at interpersonal relationships, and communication is definitely
one of my strong suits love explaining how and why a period in history took place. I am also a
good problem solver who can provide quick, efficient and effective solutions when a problem arises. I
love to work as a part of a team as well.

To conclude, I feel I would be suitable for this job because I offer both qualifications and experience in
this field.

I am hoping to hear from you soon to schedule an interview at your convenience.

Best regards,

Margaret
Tours guides needed: we need a hard-working team of people to work as tour guides
throughout the summer period. A good knowledge of your local area is required, as well as
the ability to get on well with people. If you are at least 18 years old, write to us and tell us
about your character and interests. We would also like you to say what you think is one of
the highlights of your local area and why.
Write a letter applying for the job advertised.

Dear Sir /Madam,

I am writing to apply for the job of tour guide, as advertised in “The City’s Times” on 5th April.

My name is Louis Mártiz and I´m 25 years old. I have studied tourism in the Complutense University of
Madrid and I have a considerable amount of experience of working with people, including 12 years as a
salesman for a multinational company. I think I have a high enough level of spoken and written English,
essential for this type of work. I am interested in music, cinema and sports and I see myself as a self-
confident and a sociable person who likes to get to know strangers and turn them into friends.

Because I have a good knowledge of my local area, I feel I would be well suited to this role. It will give
me the chance to know people from different countries and show them our beautiful city. Madrid has
many interesting places to visit. However, if I had to choose one, I would not hesitate in recommending
the famous street market called “El rastro”, which I considered as the best place to visit, in order to
know how people really are, here in Madrid.

Please find attached a copy of y CV and my reference details as requested.

I look forward to hearing from you.

Yours faithfully,

Louis Mártiz
You receive this letter from a friend who is planning to study abroad:
I´m not sure about going to study abroad anymore. How will I meet people and find
somewhere to live? And I´m worried I won´t understand my lessons. Maybe it´s not the right
thing for me after all! You decide to write to your friend giving your opinion and offering
advice.

Hi George,

How are you? It´s been such a long time since we last wrote to each other. I'm very happy to hear from
you!

Don´t worry about studying abroad. It´s a fantastic experience. I studied abroad during my first year at
college. I was in Edinburgh, which is quite a nice city to live in, and I met a lot of people from many
different countries. In this way, I was able to improve my English skills very quickly. Besides, people go
there to live that experience, therefore, you won´t have any problem to meet new people. Everybody is
in the same situation. Don´t forget about that!

First of all, you should look for accommodation. You should check on the internet. I can give you some
advice on that. The best option is to rent a flat. It depends on the city where you go, but there are many
flats to share with other people or small flats to live on your own in the majority of European cities.

Secondly, you´ll have a lot of facilities at college. Teachers know that there are many people from
different countries so they try to speak slowly at the beginning. Besides, students who are native will try
to help you when you don´t understand some words or expressions. You´ll improve your language level
in no time.

Finally, I’d like to tell you that you shouldn`t be afraid. This can be the best experience in your life, so,
don´t waste this opportunity! Go there and enjoy each moment because it won’t last forever!

Anyway, I´d better get on with my work. I can wait to meet up with you very soon!

All the best.

Karl
I'm really enjoying the variety in my new job, which often allows me to travel on business.
Actually, with that in mind, I'm contacting you now, as I'll be in your for a week next month.
Could you tell me the best places to go and what I can do, so that I can make the most of my
free time when I have the odd evening or weekend free?
Sheila

Dear Sheila,

Many thanks for your recent letter. Glad to hear that you feel comfortable in your new job. I was
surprised to read that you are going to come to Mostoles.

Fortunately, next month I will have lots of free time. So, it will be a pleasure to spend time with you as
far as possible. Listen, did I tell you about the new theatre which was opened two months ago? It is
bigger than the old one and it has a little café and a shop to buy souvenirs. It is amazing! Next month
there will be a play of Shakespeare and if you like, we can go to watch it. Do not forget that I know how
much you love Shakespeare´s plays. By the way, do you still like Italian food? There is an Italian
restaurant near the theatre. I am sure you will enjoy that after the play.

At the weekend, I will have more time to spend with you. On weekdays, I have to study in the evenings.
Even so, there are many things you can do by yourself. Do you remember the enormous park in the
centre? You cannot leave Mostoles without going for a walk through it and get some fresh air. It is the
best way to relax after a hard day of work.

Anyway, you have my phone number. Please, let me know when you come to Mostoles and I’ll be happy
to show you around the city.

Looking forward to seeing you soon!

Best wishes,

Victoria
You have decided to go backpacking around Europe. One of your best friends did exactly that
last year. Write to your friend asking for advice. Look at the notes you have made below of all
the things that you need to ask your friend.
Notes
Plan route or just go for it? Best way to travel?
Accommodation? Insurance?
Places not to miss? Possible problems?

Dear John,

I’m writing to you because I was wondering if you could help me to prepare my next trip. I’d like to go
backpacking around Europe and I know that you did it last summer.

I’ve been looking for information about the best routes, but maybe it would be better just going for it
without any plan. It’s quite obvious that planning routes in advance has many advantages, but one of its
main drawbacks is that you could miss important places that you could discover just by chance. This is
one of the reasons why I desperately need you to tell me what places I shouldn’t miss.

Apart from that, I want to travel by coach but I’ve noticed from your photographs that you made most
of your trips by train. What do you think is the best way? Does it depend on the budget? I’m having a
hard time making a decision.

As for the accommodation, I would like to book some hostels since they are cheaper and you have the
chance to meet new people. Could you recommend some to me? What’s the best way to find them?

I’ve bought an insurance. I’ve been told that it is important to have one since you never know what
might happen in a foreign country. That’s why I’d like to know what kind of problems I might face there.

Thank you very much in advance for your help, I can’t wait to hear from you

Best wishes,

Alexandra
You are spending the summer abroad. While you are away, your best friend from home
emails you with some bad news. He has just learned that his application to the university he
wanted to attend was not accepted. He is feeling very demotivated and unsure about what
he will do instead. Write an encouraging and supportive email back to him.

Dear Tommy,

I was disappointed to hear your news because I really hoped your application could be accepted. But,
what makes me sad and also a bit worried, is your demotivation and uncertainty about your future.

The Tommy I know has always been positive, full of energy and ready to react. This time you should do
the same: never give up my dear friend! You are one of the smartest people I’ve ever known and I’m
sure that your dream to be a doctor will become true.

You can’t throw in the towel now! You got excellent grades in you’re a-levels / school learning certificate
You graduated from high school with an excellent marks/grades e so stop worrying! The university you
applied for didn’t accept you... no problem! You can find another university or you can even try to study
abroad, in Paris for example, where there are excellent schools specialized in your field… have you ever
thought about this solution? If you want, I have some friends that are currently studying there and you
can get in touch with them and ask for advice…

I’m also thinking about another possible solution in case you don’t want to study anymore…why don’t
you take one year off and spend time abroad, in Myanmar for example? Do you remember? It’s always
been your dream… far from here, I’m sure you’ll have time to relax, think about your future, and most
importantly about your dreams…

You know, I’m always here for you…If you want to talk or just need a big hug…

Love,

Emira
Your company is concerned about the poor level of motivation among staff and has asked for
ideas on how to improve it. Write an email to the Director of Human Resources, making two
or three suggestions and explaining how these would increase motivation

Dear Mr. Wagner,

Everyone faces a dip in motivation now and then/again, and consistently maintaining high levels of
motivation in the workplace can be challenging. That is why I truly believe this is a very important topic
for our Bank.

I would like to share with you some ideas that I have in mind. These tips are general and they are either
low or no-cost.

I think that one of the most important factors in employee motivation is how often their hard work is
recognized. If an employee continues to expend a huge amount of energy to produce exceptional results
and this effort is not recognized, it is hard to believe that he will keep doing this. Bonuses, for example,
are a good way to reward people but are not sufficient. It is important to treat people as valued team
members and not as numbers.

Sport is another important point to keep in mind according to the proverb “mens san in corpore sano”.
A considerable number of people are joining the Bank’s gym club. Considering this high percentage of
registrations, I would suggest using / that we use part of the next year’s budget for the gym extension.
Having more space will enable people to do more activities and courses such as Pilates, Zumba or dance.

Last but not least, I was thinking about the creation of a comfortable shared space where people can
relax. Chat and enjoy time together / themselves. We could, for example, put a ping-pong table or a
piano to encourage team building spirit or simply a passion for music.

I look forward to hearing from you.

Kind regards,

Emira
You see this advertisement in a local newspaper.

Here at Blackshaw Books we have a vacancy for a part-time sales assistant. If you love books
and would like to join our small team, please send a letter of application to the manager,
Eileen James. The ideal candidate will be organised, reliable and available to work flexible
hours.
Write your letter.

Dear Ms. James,

I read with interest your advertisement and would like to apply for the job of part-time sales assistant.

I have always had a keen interest in books, newspapers and magazines in general, and with my
background experience, I think that I can be of great value/use to you.

After my Bachelor of Arts BA (Bachelor’s degree) in Literature, I followed a Masters in Modern

Literature. During my university studies, in my free time, I used to work for the university library as an
assistant. From this experience I learnt how to keep detailed records of the material leaving and
entering the library and how to deal with suppliers.

My first professional experience as sales assistant was in a bookshop. I helped the team to ensure the
smooth running of the bookshop and I dealt with members to help them locate the books they were
looking for. I also organized special events by promoting books by new writers.

I am serious, organized and precise. With my initiative and “can do” attitude, I enjoy working under
pressure and adapting to any new situation. I am available to work flexible hours as I am preparing my
final exam for my Masters course.

I look forward to hearing from you and am available for interviews at any time convenient to you.

Kind regards,

Emira Boasi
Your company would like to offer work-experience placements to students in an international
college. Write a letter for publication in the student newspaper at the college. Your letter
should explain what your company does, what kind of work-experience placements are
available, and how students would benefit form the experience. Write your letter.

5 bis rue d’Arsonval

75015 Paris

5 Star Travel Agency

34 rue Vineuse
75116 Paris

16 April 2018

Subject: students summer work experience

Dear Collegues,

We are one of the most popular travel agencies in the country and we provide travel and tourism
services on behalf of suppliers such as airlines, car rentals, hotels and package tours. In addition, we
have a separate department devoted to making travel arrangements for business travelers. In order to
improve our brand, we have decided to collaborate with several colleges by offering students a summer
work experience/placement.

We are currently seeking a hard-working team of people to work as tour guides throughout the summer
period. We are looking for students with a good knowledge of our local area as well as the ability to
communicate with people. In order to be able to guide groups of foreign tourists, the knowledge of a
foreign language such as French, Italian or Spanish would be a plus.

We also offer placements inside our agency as tour operator assistants. For this role, we need students
with a high level of spoken and written English, numerical skills and also excellent use of Excel as you will
be in charge of preparing travel package quotes.

Through this experience, you will have the possibility of being in contact with people from different
countries and of showing them the beauties of our city. You will also have the chance to gain real work
experience by learning how a travel agency works from A to Z.

If you are interested, please send your CV and application letter by next Monday.

We look forward to hearing from you.

Yours faithfully,

5 Star Travel Agency

You have received a letter form an English friend:

…before I come to visit you this summer, I’d like to learn some of tour language. What advice
could you give me about how best to learn a language? What do you think I’ll find most
difficult about learning your language? What do you think are the most important things for
me to focus on?
Reply to your friend’s letter.

Dear Jane,

I’m so happy that you are finally coming to visit me. I’m sure we’ll have a great time together here in
Italy!

You know the Italian language is not so difficult and I’m quite sure you already know some words used
all over the world.

Of you really want to know more, I suggest you start by buying a small Italian dictionary where you can
normally find a section with the most popular expressions / phrases for your daily life such as
introducing yourself, asking for information, asking for advice ad so on. You should start by reading
these sentences and learn them by heart.

I think that the most difficult thing is the conjunction of the irregular verbs but don’t worry about this
because, as a beginner, you’ll start using only the simple present, the past and the future of very simple
verbs like eat, sleep, but, etc. if you can start doing some listening too, by watching Italian news, that
would be great! In this way, you can do some ear training and be more confident about your oral
communication.

I admit that I’m really impressed by you! I appreciate your effort, which I totally understand: plunging
into a new culture and a new country means starting with its language!

If you have other questions or are curious about Italian culture, feel free to write to me whenever you
want!

See you soon here!

Regards,
Emira
You have read an article in an international English magazine about the cultural significance
of food. The magazine has invited readers to respond by writing a letter explaining the role of
food in their own region or country. Readers are asked to focus on the role of food in daily
life, customs and celebrations.
Write your letter. Do not write any addresses.

Dear Sir,

I am writing in connection with your article about the cultural significance of food. Thinking about my
country, Italy, this subject seems to fit like a glove. Italy is the country of food par excellence and,
contrary to stereotypes, it is not only famous for pizza and pasta. We have a wide/large variety of food
based on region or season. The cuisine that we can find in the North for example – with the use of fatty
ingredients like butter or ham – is completely different from the Mediterranean cuisine of the Centre,
where the consumption of olive oil and fresh ingredients is extremely high! The south, with fried food is
another thin again!

Because of our historical experience in the culinary field, Italians are generally very critical of other
countries’ food. We are always in search of the right combination of ingredients and savours and we try
always to achieve high quality. That is why our cuisine is famous all over the world.

During important celebrations, food is of paramount importance. During the Christmas holidays, for
example, we eat Panettone or Pandoro as dessert. At Easter, the most famous sweet is the Colomba or
the large chocolate Easter egg! But, apart from religious holidays, we also have country festivals for
almost every kind of food. In my region, for example, we have a mushroom festival, a chestnut festival
and a major chocolate festival!

Food is really the leitmotif of my country and is probably the favourite argument between Italians.
Everyone knows something about food and is always proud to talk about his typical regional food! It
seems as if we are obsessed with food but this is not the case. It this more than that. Food is not simply
to satisfy our appetite; it is considered a pleasure for our stomach and for out health. It is a moment of
sharing with our family and friends.

Your faithfully,
Emira
Dear Sir / Madam / dear All,

I have seen your advertisement for volunteers for “Environmental Improvement Project” for our city. I
would be very interested in offering my help and I am writing to you for more information about this
project.

First of all, I would like to know if you need volunteers of a specific age or whether / if everyone is
welcome on board.

Secondly, I would be very interested in doing some activities such as planting trees or cleaning rivers,
but others, like picking-up rubbish, I would prefer to avoid. Mending walls is a very specialized activity
and I wonder how strenuous is / would be.

Furthermore, I am curious to know what kind of training you offer and what you mean by “we pay your
expenses”. I imagine you will provide free meals for the entire period of work.

Because this is my first experience in a voluntary association, I feel very motivated and would be
available during my summer holidays for a period of three months.

I am looking forward to hearing from you.

Your faithfully,

Emira Boasi

You have received this letter form an airline after a recent flight abroad:
Thank you very much for taking the trouble to complete our customer feedback
questionnaire. We are sorry to see that you were not satisfied with certain aspects of the
flight. We would be most grateful if you could supply us with detailed comments on the
following points you judged unsatisfactory:
 quality of food
 friendliness of staff
 in-flight information
write your letter of complaint to the airline.

Dear Sir or Madam,

I am writing to express my dissatisfaction with my last Paris-Milan flight with your airline company.

Firstly, the flight staff ignored me when I asked for help while I was putting my luggage in the overhead
lockers. Nobody came to assist me, which is unacceptable for a national company like yours.

Secondly, while I was paying for my lunch I noticed that all the dishes I ordered were more expensive
than the menu’s prices nor was the quality of the food above average / and the food quality was
mediocre: the soup was too boiling/ hot and difficult to drink and the beef was extremely salty and spicy
with a strange pungent smell.

Thirdly, the in-flight information was not comprehensible for all the passengers. All the security
measures and other information during the flight were announced only in English and French, which
also surprised me. Some Italian people sitting next to me were incapable of understanding and I was
quite often asked to provide them with a translation.

I quite often fly with your company and I admit that I have never ever had any kind of problem except
this time. You have always been renowned for your quality, your services and your staff. This time I was
extremely disappointed and I hope that you will take my feedback into consideration.

Yours faithfully,

EB
You recently stayed in a hotel as part of a package holiday. Write a letter of complaint to the
travel agency showing your dissatisfaction.

Dear Sir/Madam,

I am writing to express my dissatisfaction with the services provided in the hotel you booked for us.

As you suggested, we chose this hotel for of its location and services but our/this recent unpleasant
experience has shaken my belief in your ability to provide top notch customer care all the time.

The city and its sights were so far from the hotel that we had to take the car every time to reach them.
Not only did we spend a huge amount of money on parking but we also wasted time finding a place to
leave the car / to park.

We also experienced several other problems / We eventually opted to spend our time in the hotel, a
decision that we now bitterly regret. The bathroom fittings were broken, the room service was poor and
they rarely changed our bed sheets or towels.

Even worse, a noisy neighbour took great pleasure in entertaining visitors until 3 a.m. I immediately
complained to the hotel manager, but the situation did not improve until the third day of our stay.

Even the most basic services, such as meals, were mediocre because of poor organization and bad
quality food.

I should be glad to know what action you intend to take in order to compensate us for all the
inconveniences we encountered during our stay.

I look forward to hearing from you.

Yours faithfully,

E.B.
You recently attended an expensive weekend training course with which you were very
dissatisfied. Write a letter of complaint to the course organizer.

Dear Mr Smith,

Last weekend I attended your two-day training course on “Credit Risk” and was very disappointed with
it. Not only was the trainer teaching methodology unclear but I also the content of the session was badly
prepared / but I found the content unsatisfactory.

The outline of the course given in your brochure was significantly different from what was actually
coveted in the training. Four topics were given / specified / listed as “Credit Risk” but in the training only
one hour was dedicated to this topic and other points were not dealt with in depth. Moreover, due to a
sheer lack of practical knowledge, the trainer was unable to answer all the questions raised by
participants.

Finally, the logistics was also a complete disaster. The classroom was too big and the acoustics were
terrible. The computer could not be connected to the screen and we could not follow the presentation
of one of the trainers.

I travelled for more than half a day to attend your training course but (I) did not gain anything from it.
For all the above reasons I ask your Academy to refund at least half of the amount I paid because I did
not attend the entire two-day workshop.

I honestly had high expectations of the training. Those expectations were due to the large number of
participants and also testimonials from previous sessions.

I hope that you will take my feedback into consideration and I look forward to hearing from you.

Yours sincerely,

E.