TODAY: letter of complaint & letter of application
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Letter of complaint
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Learning objectives:
1. You familiarise yourselves with phrases that can be used in letters of complaints and/or applications.
2. You know what the structure is of a letter of complaint/application.
3. You can write a letter of complaint/application
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Structure email or letter of complaint
part 1
opening
When you do know the recipient's name: Dear Mr (or Mrs, Ms, Miss, etc.) Surname.
When you don't know the recipient's name:
Dear Sir/Madam,
part 2
introduction paragraph
In your first sentence draw the recipient’s attention to the matter you’re going to raise or discuss.
body paragraph(s)
Provide some detailed background information; describe the circumstances that resulted in your dissatisfaction. Then, expand on the effects and consequences the problem had—show what damage you’ve suffered.
final paragraph
In conclusion, you should state what your expectations are and when you want to receive an answer to your complaint.
part 3
the close
When you do know the recipient's name: Yours sincerely, When you don't know the recipient's name: Yours faithfully,
Type/write your name underneath your signature.
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Lay-out of a letter of complaint
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A letter of complaint
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Conventions
1. Your address
2. Date
3. Recipient's address
4. Salutation
5. Body of letter (complaint/application) > 4/5 paragraphs
Organisation or function > Dear Personnel Manager,
Dear Customer Service,
Name known > Dear Mr Pankhurst,
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Sample phrases
Opening: I am writing to ...
I am writing with reference to your
*Also use reference book page 32 - 35
Closing: I look forward to hearing from you ....
I would appreciate it if you ....
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Body: complaint
Paragraph 1 > Identify the issue + introduce yourself + give some background info
Paragraph 2 > What happened?
Paragraph 3 > What is your complaint?
Paragraph 4/5 > Solution or compensation & apology
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Letter of Application
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Body: application
Paragraph 1: Introduce yourself + why does this job appeal to you?
Paragraph 2: Previous work experience + skills
Paragraph 3: What do you hope to add to the company?
Paragraph 4/5: Conclude
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Sample phrases
Opening: I am very interested in ...
I am looking for ....
Closing: I would like to meet you in person
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Other conventions
Formal language
Punctuation
Capitalization
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Formal language
No contractions > * I'm, don't > write in full "I am", "do not
No slang > gonna, wanna
No emotional language use
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Punctuation
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Punctuation!
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PUNCTUATION
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Punctuations
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Capitalization
Capitalization is used to indicate the beginning of a sentence or a proper noun. It should also be used for titles and headings. Capital letters should not be used for emphasis.
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Capitalization
Super important! Helps clarify your sentences. You need to capitalize more than you would in Dutch (but less than German :) )
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Capitalization
Days of the week: Tuesday, Wednesday etc.
Months: January, February, March, April etc.
Holidays: Christmas, Valentine's day etc.
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In class - Peer feedback
Give feedback on a classmate's letter of complaint
Lesduur is: 80 min
