NEGOTIATIONS, NOTIFICATIONS AND COMPLAINTS

Vocabulary of Business Negotiations

"Write the nouns formed from the verbs given:

&

Phrases and their function

9   &nbs 858j98i p;  asking for information, getting the facts:

î   &nbs 858j98i p;   &nbs 858j98i p;  Can/ could you (possibly) tell/ suggest/ explain to me/ give me some (more) information about.?

î   &nbs 858j98i p;   &nbs 858j98i p;  Could we talk/ I ask you about/ you be more specific/ precise. ?

î   &nbs 858j98i p;   &nbs 858j98i p;  I would like some information/ to hear more about.

î   &nbs 858j98i p;   &nbs 858j98i p;  What I really want to know about/ interests us mostly is.

î   &nbs 858j98i p;   &nbs 858j98i p;  I was wondering if..

î   &nbs 858j98i p;   &nbs 858j98i p;  I think I may have missed. will you repeat . please?

î   &nbs 858j98i p;   &nbs 858j98i p;  Anything else you could tell me?

9   &nbs 858j98i p;  sounding out your partner and putting forward a suggestion

î   &nbs 858j98i p;   &nbs 858j98i p;  Tell me, have you ever thought of / considered the possibility.

î   &nbs 858j98i p;   &nbs 858j98i p;  I was thinking it might / would be a good / interesting idea / worth trying

î   &nbs 858j98i p;   &nbs 858j98i p;  By the way, how about / why don't we / I suggest .

9   &nbs 858j98i p;  making and defending one's point: insistence, persuasion

î   &nbs 858j98i p;   &nbs 858j98i p;  I believe you know that .

î   &nbs 858j98i p;   &nbs 858j98i p;  The point is that .

î   &nbs 858j98i p;   &nbs 858j98i p;  We mustn't forget that .

î   &nbs 858j98i p;   &nbs 858j98i p;  I'm sorry to insist but I must point out that . / if you look at it closely you will see that . / with respect, you don't seem to understand, I should make our position clear

î   &nbs 858j98i p;   &nbs 858j98i p;  Actually I would like to press the point but .

9   &nbs 858j98i p;  giving advice or warning

î   &nbs 858j98i p;   &nbs 858j98i p;  I feel it's my duty to point out / warn you .

î   &nbs 858j98i p;   &nbs 858j98i p;  There are certain points we must bear in mind

î   &nbs 858j98i p;   &nbs 858j98i p;  I don't think you quite appreciate .

î   &nbs 858j98i p;   &nbs 858j98i p;  If I were you I'd take care to .

î   &nbs 858j98i p;   &nbs 858j98i p;  In other words, it is advisable to . / it's not worth the risk

9   &nbs 858j98i p;  (dis)approval, (dis)agreement

î   &nbs 858j98i p;   &nbs 858j98i p;  I see it's all right / that's it / quite so / you're right / OK

î   &nbs 858j98i p;   &nbs 858j98i p;  We fully agree

î   &nbs 858j98i p;   &nbs 858j98i p;  That's an excellent idea

î   &nbs 858j98i p;   &nbs 858j98i p;  That's the very think we need

î   &nbs 858j98i p;   &nbs 858j98i p;  Yes, that suits us

î   &nbs 858j98i p;   &nbs 858j98i p;  I can't agree / accept

î   &nbs 858j98i p;   &nbs 858j98i p;  I'm afraid we couldn't (possibly) accept that

î   &nbs 858j98i p;   &nbs 858j98i p;  We find it very hard to accept

9   &nbs 858j98i p;  bargaining; proposals and counter-proposals

î   &nbs 858j98i p;   &nbs 858j98i p;  We could agree . provided / on condition that / if you didn't insist on .

î   &nbs 858j98i p;   &nbs 858j98i p;  We'd prefer a system whereby .

î   &nbs 858j98i p;   &nbs 858j98i p;  Only if you consent to . would we consider .

î   &nbs 858j98i p;   &nbs 858j98i p;  Could / would you consider .

î   &nbs 858j98i p;   &nbs 858j98i p;  We'd rather suggest .

9   &nbs 858j98i p;  asking for and refusing concessions

î   &nbs 858j98i p;   &nbs 858j98i p;  We feel our request is reasonable / a gesture is called for on your part / you should reciprocate

î   &nbs 858j98i p;   &nbs 858j98i p;  We would hope you would reconsider .

î   &nbs 858j98i p;   &nbs 858j98i p;  Sorry but these are quite distinct issues

î   &nbs 858j98i p;   &nbs 858j98i p;  I'm afraid such a matter is irrelevant / we can't possibly .

9   &nbs 858j98i p;  interrupting; expressing a contrary opinion

î   &nbs 858j98i p;   &nbs 858j98i p;  Excuse me for interrupting / I'm sorry to interrupt you but .

î   &nbs 858j98i p;   &nbs 858j98i p;  I'm afraid that's wrong / not really quite right

î   &nbs 858j98i p;   &nbs 858j98i p;  Do you mind if I say something here?

î   &nbs 858j98i p;   &nbs 858j98i p;  I don't see how is possible to claim that

9   &nbs 858j98i p;  hesitating, being evasive

î   &nbs 858j98i p;   &nbs 858j98i p;  I'm afraid / sorry but I can't give you the answer at the moment / on the spot

î   &nbs 858j98i p;   &nbs 858j98i p;  Unfortunately we'll have to postpone / that's something we'll have to go into later on

î   &nbs 858j98i p;   &nbs 858j98i p;  Before we can finalize I have to ask . / clear those .

9   &nbs 858j98i p;  expressing confidence in the good business relations of the partners

î   &nbs 858j98i p;   &nbs 858j98i p;  We are very anxious that our relation should set off to a good start .

î   &nbs 858j98i p;   &nbs 858j98i p;  We value our association, based on mutual respect and precise fulfilment of commitments on both sides

î   &nbs 858j98i p;   &nbs 858j98i p;  We appreciate your partnership and we'll do anything in our power to .

Letters of Announcements

"

1. Use the -ing from or the past participle of the verbs in brackets to fill in the text:

__________ (do) business is a dynamic activity this __________ (imply) possible changes that have to be __________ (inform) and __________ (notify) in order to maintain good relationship between partners and proper __________ (function) of the business affairs. Thus, clients or partners have to be __________ (announce) of the modifications __________ (occur) and this is usually __________ (do) by letters from those __________ (entitle) to certify this information.

Samples of notifications

2. Place the verbs in brackets at the specified tense to complete the letter:

1. Dear Sirs,

As of Monday, July 1, 2004, Kabuki Sales Corporation of America's Eastern Regional Office ( to locate - Simple Future, Passive) _________________ in our new offices and warehouse building at 401 Grandiosa Boulevard, Tampa, Florida, 33715. The telephone number for this new location (to be - Simple Present) _________________ (813) 555-5428.

Our Manufacturing Division (to remain - Simple Future) at 2550 Santa Fe Avenue, in St. Petersburg.

I (to enclose - Present Perfect Simple) our most recent brochure on robotic equipment for your review. I ( to hope - Simple Present) you (to find - Simple Present) it interesting.

3. Add the right suffixes to the underlined words and make the necessary changes::

ing, - ity, -y, -(t)ion, -less'

2. Dear Madams or Sirs,

There has been a change in our deliver.. service policy which we would like to bring to your attention.

We have always provided free delivery for any orders placed with the _[firm]_, regard.. of the size of the order.

Due to the increase in the price of fuel, we must now limit this free delivery service to any orders over $___, not including the purchase of cigarettes.

We regret the necessity of impose.. this restrict...

We wish to take this opportune.. to thank you for being one of our most valued customers.

4. Underline in the text the synonyms of the following words, occurring in the given order:

'raise, unluckily, imminent, attached, examination, smaller, partnership, need'

3. Dear Mr. Jones & Co.

Due to the increase in raw material costs, we must unfortunately raise the cost of our merchandise to you.

We have avoided raising our prices for as long as possible, but we can no longer prolong the inevitable.

We have enclosed our new price list for your review which goes into effect on [date]. Any orders placed between now and [date of increase] will be honored at the lower prices.

We wish to thank you for your valued account and know that you will understand the necessity for this price increase.

5. Add to the words on the left the necessary suffixes on the right and fill in the text:

4. Dear Sirs,

As our new letterhead indicates, we have ____________ changed the name of our business from [old name] to [new name].

There has been no change in ____________ and we will be providing the same products and fine service on which we have built our reputation in the industry.

We would appreciate it if you would bring this ____________ to the attention of your accounts _____________ department and direct them ____________.

Thank you for being one of our valued customers. We appreciate your ____________ in this matter.

6. Fill in the text with the given words or phrases:

a. 'company, supply, many, effect, policy, ice, are'

5. Dear Sirs,

It has been our ___________ in the past to ___________ ice to our customers when their ___________ machine has broken down. Because we have ___________ customers who are paying later and later, we ___________ forced to set down stronger ___________ policies. Our new policy will go into ___________ August 3, 2004, and is as follows:

b. 'number of days, more than, monthly payment, our service call, will not supply, in service'

1. If the customer is __________________ 15 days late in their _________________ and the machine is not working, we _________________ ice. We will repair the machine, and the _________________ in which the machine has not been _________________ will be credited to the customer's account. At the time of _________________ we will expect payment in full of any unpaid balance due us.

c. 'and always has been; more than 30 days; there is no alternative; regarding our new policy; as those outlined above; to do this'

2. There will be a surcharge on accounts falling _______________ behind.

While I am sorry that we must go to such extremes _______________, I am afraid that _______________.

Our company policy is trying, _______________, to provide the best service available to our customers. We can only continue _______________ with our customer's cooperation.

If there are any questions _______________, please give me a call.

7. Underline the right structure in brackets:

6. Gentlemen,

This is to inform you that we are unable (to make / making) delivery on the above referenced purchase order on the date (indicates / indicated).

We should have our merchandise (ready /already) to ship within 10 days of the (original / originally) delivery (data / date) and we hope that you can hold off until that time.

We did (wanted / want) to inform you of this delay as soon we (were advised / were being advised) in order to give you as (many / much) time as (possibly / possible) to make alternate arrangements, if necessary. We can assure you, however, that if your order (will remain / remains) in force we will expedite delivery to you as soon (than / as) we have received the merchandise.

Please (accepted / accept) our apology for this delay and (thank / thanks) you for your understanding.

Complaint Letters and Adjustments

Requirements

"

1. Write the correct grammar form of the words given:

2. Rearrange the fragments in the sentence:

a)   &nbs 858j98i p;  many complaints

b)   &nbs 858j98i p;  some circumstances

c)   &nbs 858j98i p;  can be made

d)   &nbs 858j98i p;  require formal

e)   &nbs 858j98i p;  in person,

While .. business letters.

3. Choose the word that best fits:

a) also b) so c) such

a) not b) nor c) no

a) preference b) prefer c) preferably

a) formally b) formality c) formal

a) a b) an c) any

a) letter b) man c) card

a) writing b) write c) written

a) maintenance b) to maintain c) in maintaining

a) justifies b) justifying c) justified

a) making b) in making c) to make

The complaint may be __1__ complex that a phone call may __2__ effectively resolve the problem; or the writer may __3__ the permanence, __4__ and seriousness of __5__ business__6__. The essential rule in __7__ a complaint letter is __8__ your balance and diplomacy, no matter how __9__ your objection is. Avoid __10__ the recipient an adversary.

4. Fill in each gap with one word only:

In the letter, identify early _____ reason you are writing - to register a complaint and _____ ask for some kind _____ compensation. Avoid leaping into _____ details of the problem _____ the first sentence.

State exactly what compensation you desire, either before _____ after the discussion of the problem or the reasons _____ granting the compensation. (It may _____ more tactful and less antagonizing _____ delay this statement _____ some cases).

5. Put the following words in the right places in the fragment:

'enough, should, fully, evidence, this, description, your, why, be, is'.

Provide a _____ detailed narrative or _____ of the problem. This _____ the "evidence."

Explain _____ your request _____ be granted. Presenting the _____ is not _____: state the reasons why _____ evidence indicates _____ request should _____ granted.

6. Match the beginnings of the sentences, in the first column, to their middles, in the second, and to the endings, in the last:

7. Unmix the fragments of the two sentences and write the corresponding letters:

&

Here are some suggestions that may help you write either type of adjustment letter:

1.   &nbs 858j98i p;   Begin with a reference to the date of the original letter of complaint and to the purpose of your letter. If you deny the request, don't state the refusal right away unless you can do so tactfully.

2.   &nbs 858j98i p;   Express your concern over the writer's troubles and your appreciation that he has written you.

3.   &nbs 858j98i p;   If you deny the request, explain the reasons why the request cannot be granted in as cordial and noncombative manner as possible. If you grant the request, don't sound as if you are doing so in a begrudging way.

4.   &nbs 858j98i p;   If you deny the request, try to offer some partial or substitute compensation or offer some friendly advice (to take the sting out of the denial).

5.   &nbs 858j98i p;   Conclude the letter cordially, perhaps expressing confidence that you and the writer will continue doing business.

Classification

There are different reasons for complaint and they will account for a classification of the complaint letters.

Thus, according to the reason, there may be complaints about non-fulfilment of various clauses of the contracts, such as:

­   &nbs 858j98i p;   &nbs 858j98i p; about quality

­   &nbs 858j98i p;   &nbs 858j98i p; about quantity

­   &nbs 858j98i p;   &nbs 858j98i p; about packing

­   &nbs 858j98i p;   &nbs 858j98i p; about carriage

­   &nbs 858j98i p;   &nbs 858j98i p; about damaged goods

­   &nbs 858j98i p;   &nbs 858j98i p; about delay in delivery

­   &nbs 858j98i p;   &nbs 858j98i p; about price

­   &nbs 858j98i p;   &nbs 858j98i p; about invoicing

­   &nbs 858j98i p;   &nbs 858j98i p; reminders (first, second and third).

We shall note, nevertheless, that there are three types of letters concerning the subject, varying in accordance with the sender and the content of the letter, inasmuch it may be a first letter or a response and, furthermore, the latter may be a neutral, a positive or a negative one. In this respect there are:

<   &nbs 858j98i p;  either sent by the customer or beneficiary:

4   &nbs 858j98i p;  letters of complaint (the proper, simple letters stating the problem noticed)

<   &nbs 858j98i p;  or sent in response, by the supplier:

4   &nbs 858j98i p;  acknowledgement letters (not necessary in themselves - only stating the note of the problem and the decision of seeing to the matter - but if they appear they are compulsorily followed or completed by another, positive or negative, response)

4   &nbs 858j98i p;  adjustment letters (giving positive solutions to the acknowledged fault)

4   &nbs 858j98i p;  rejection letters (denying the alleged irregularities)

4   &nbs 858j98i p;  confirmation letters (certifying certain facts)

"Choose the one word that does not fit in the gap:

a) are b) represent c) make

a) types b) writes c) kinds

a) regarding b) concerning c) seeing

a) ideals b) obligations c)duties

a) dictated b) sent c) mailed

a) loaners b) masters c) creditors

a) in order to b) to c) so that

The reminders ~~1~~ special ~~2~~ of correspondence ~~3~~ non-fulfilment of the ~~4~~ of payment and are ~~5~~ by the ~~6~~ to the delinquent debtors ~~7~~ enforce collection of the overdue accounts.

Samples

quality

"

Complaint of wrong delivery

1. Fill in the blanks with the -ing form or the past participle of the following verbs:

'order, unpack, veneer, send, ask'

Dear Sir,

According to our order no. we received a consignment of fifteen chests of drawers from you yesterday _________ from your catalogue.

But on _________ them we found that fifteen massive maple _________ in walnut chests-off-drawers had been _________ instead of the light white lacquer ones _________ for.

2. Place the adjectives in the right positions:

'large, doubtful, small, firm, able, expensive'

It is _________ that we shall be _________ to find a market for these _________ and more _________ products as most of our customers live in _________ flats. Beside, we have _________ orders for the goods asked for and we urgently need them.

3. Fill in each gap with only one two letter word:

Therefore, we must ask you ___ arrange for a dispatch ___ the replacements as soon ___ possible and, ___ the same time, ___ send someone to pick ___ the wrongly delivered goods which ___ are holding at our disposal. Thank you.

Yours sincerely

Reply to complaint of wrong good delivered

4. Put the verbs in brackets at the required form:

Dear Sirs,

In reply to your letter of . in which you ____________ (to say - Simple Past) that you ____________ (to receive - Present Perfect Simple) wrong delivery to your order no.. we ____________ (to let - Simple Present) you know that we ____________ (to look - Present Perfect Simple) into the matter and ____________ (to find - Present Perfect Simple) that a mistake ____________ (to make - Simpe Past, Passive) in the packing department through a confusion of numbers; we ____________ (to arrange - Present Perfect Simple) for the right goods ____________ (to dispatch - Long Infinitive, Passive) to you at once, ____________ (to give - Gerund) instructions to our agent ____________ (to pick up - Long Infinitive) the other consignment from you.

We shall be much obliged if, meanwhile, you ____________ (to keep - Simple Future) the 15 massive maple veneered in walnut chests-off-drawers in your warehouse until called for by our agent.

Please ____________ (to accept - Imperative) our apologies for the trouble ____________(to cause - Past Participle) to you by our error.

Yours faithfully,

quantity

Complaint about short-shipment

5. For each sentence of the letter follow the instructions in the brackets below it:

Dear Mr. Grood & Co.

Ref: our order no.

We thank you for your consignment of wall-clocks that reached us on May 5^th against the a/m order.

(rephrase using 'delivery, arrived, according' and make the necessary changes)

Everything was found correct with the exception of ten boxes which contained only 3 clocks instead on 6 as invoiced.

(turn the underlined part into the Active Voice and rephrase the sentence beginning with 'Everything would have been OK if .')

Please examine the matter at your end and send us the missing articles by air freight as we can accept them only if they arrive before the end of the month as stipulated in our Order.

(rephrase the underlined part using 'unless')

Yours faithfully,

Adjustment letter to the complaint about short-shipment

6. Underline the right form:

(Dear / Deer) Mrs. Manders and Sons,

Much (too / to) our regret we have (to inform / information) you that soon after the dispatch of your consignment (with / of) wall clocks against your Order no.., we (found / founded) out that ten boxes (have contained / contained) only 3 instead of 6 clocks (as / so) invoiced; the mistake was due (for / to) an oversight in the packing department. The (missing / missed) articles will be dispatched (by / with) air freight, free of (price / charge), in (a few / little) days. We apologize for the trouble caused (at / to) you and assure you that we have (took / taken) the necessary (measures / measurements) for preventing recurrence of similar errors (on / in) future.

We hope that this is a (fair / blond) adjustment of your (complaint / complain).

Yours faithfully,

packing, carriage and damaged goods

Complaint about damaged goods

7. Match the beginnings with the endings of the sentences of the following letter:

Dear Mr Dooks,

Yours faithfully,

Reply to the complaint about damaged goods

8. Put the fragments in order to find the sentences of the letter:

Dear Sirs,

We were rather - in an / surprised that five / glassware arrived/ cases of - unsalable condition.

We have - up with our / taken the matter/ packers and concluded / be due to / that damage must / rough handling - during transhipment.

The cases were - it must / 'fragile', so / be the carrier's / clearly marked - fault.

We therefore - you should rise / suggest that / the insurance / a claim with - company.

We - in support of / are ready to / evidence we have / send you all - your claim.

Yours faithfully,

delay in delivery

Complaint against delay in delivery of plastic articles

9. Follow the instructions in brackets for each sentence:

Dear Mrs Molk,

We refer to your acknowledgement of our order of September 16^th stipulating delivery of the plastic articles by the end of October and regret to find that the goods have not yet arrived to destination.

(ask the five right questions so that the underlined words are the answers)

If you cannot deliver them not later then mid-November, we may fail to meet engagements with our customers.

(rephrase using 'unless')

We trust that you will look into this matter without delay.

(turn the underlined fragment into the Passive Voice)

Yours faithfully,

Reply to the complaint against delay in delivery of plastic articles

10. Match the beginnings with the endings:

Dear sirs,

Yours faithfully,

price, invoicing

Complaint about price

11. Fill in the text of the letter using words from the listed, three are in excess:

'prices, today, meter, last, a, accompany, woollen, high, in, out, to, us, tall, repeat, cannot, charged'

Dear Glonder & Sons,

Our order no. 1234

Last year we bought from you __________ suiting no. 23, 1998 catalogue, at $10 per __________.

On May 5^th we sent you a __________ order (no 1234) and are surprised __________ see from your invoice received __________ that you have __________ $13 per meter.

Though we realise that __________ have gone up slightly since __________ January, this increase seems to us __________ of proportion.

We must ask you for __________ substantial reduction, or, otherwise, to allow __________ to return the entire consignment to you because our market __________ stand such __________ prices.

Yours, faithfully

Negative reply to the complaint about price

12. Cross out the six extra words in the fragment of the letter:

Dear Mr Stratebon,

Thank to you for your letter correspondence at June 15^th with pointing that the price of our the woollen suiting no.23, 1998 catalogue is too much high for your market place.

13. Fill in each gap with one word only:

We would _____ to explain that _____ apparently considerable increase is _____ to two reasons: our prices _____ our first contract, concluded last year, gave _____ the full benefit; the correct price _____ the time should have _____ $11 to $12. At the _____ time, when this contract terminated, at the end _____ 1998, we had to face the sudden raise _____ merino prices, which, _____ you know, took place in December _____ year and rocked the market.

14. Fill in with the appropriate forms of the words given:

15. Fill in the fragment with the opposite of the following characteristics, in the appropriate places:

'fortunate, deplorable, seldom, doubtful, avoidable'

We admit that these ___________ changes of price are most ___________ but, as the market is at present, they are ___________. Without trying to influence you, we think you would be well advised to keep the woollen suiting in question and we are ___________ that you will find a ready sale for it, in view of its ___________ value at the price.

Yours faithfully,

Reminders

&

first

Collection Demand Letter

__________(3)___________

__________(4)___________

Attention: ______(5)_______

As of the date of this letter, your payment which, under the terms of a promissory note you entered into, was due on ______(6)______, has not been received and is now past due.

If you have already forwarded your payment, please disregard this letter; otherwise, please forward your payment immediately in order to avoid default under the promissory note dated _______(7)______.

Sincerely,

_____________(9)_______________

Reply:

"

1. Follow the instructions in brackets under each sentence:

Dear Sirs,

After reading your letter of .[date], I can thoroughly understand why you are running out of patience.

(rephrase using 'on, completely, losing')

While it would be easy to place the blame on our computer, this poor fellow has received enough abuse since joining our firm.

(use 'to blame' instead 'to place the blame' and 'to address' instead of 'to receive' and rephrase making the other necessary changes)

After all, he only follows the orders that are given to him.

(consider the subordinate clause and turn it into the Passive Voice with indirect object changing; turn into the Active Voice)

Therefore, accept apology for delay in refunding money for .[basis of adjustment].

(insert the following words where appropriate 'please, my, the, your' )

Our bookkeeping department has been instructed to issue a check to you at once, which you should be receiving within a few days.

(rephrase the sentence changing the Active Voice into the Passive and vice versa)

I am grateful that your letter was brought to my attention and I appreciate your perseverance in settling this matter.

(change the first underlined part into the Active Voice and the second into the Passive)

Once again, I am very sorry for the inconvenience this has caused you.

(rephrase using the word 'by')

Yours truly,

second

2. fill in the text with the following words:

'of, must, to, not, have, that, our, with, within, Bank'.

Dear Sirs,

This is the second letter we ___________ sent you with regard ___________ our Invoice No. tender through the Romanian ___________ for Foreign Trade together ___________ the full set ___________ documents under Credit No.

In your reply to ___________ first letter you promised ___________ your bank would honour our invoice by . , yet, we have ___________ been advised of any remittance.

Thus, we ___________ now insist upon settlement ___________ . days.

Truly, yours,

&

third

Final Notice Before Legal Action

Date: _

To: _ [Customer]

We have repeatedly requested payment of $_, on your overdue account. Our demands for payment have been ignored.

Accordingly, we shall turn this account over for collection within the next ten days unless payment, or an acceptable proposal for payment is obtained.

Enforced collection on this obligation may result in additional legal or court costs to you and may impair your credit rating.

Very truly,

Confirmation

Dear Sir,

Your letter of ___[date]___ in which you enclosed your payment of $_____ has been received and I would like to thank you for your prompt remittance following our telephone call of the same date.

Thank you for the kind words contained in your letter. We look forward to many years of mutual prosperity.

Sincerely,