THE ESSENTIAL GUIDE TO READING AND WRITING EMAILS IN ENGLISH doc

THE ESSENTIAL GUIDE TO READING AND WRITING EMAILS IN ENGLISH How to read difficult emails written by someone who writes English as a 2nd language and How to write emails in English A p

THE ESSENTIAL GUIDE TO

READING AND WRITING EMAILS IN ENGLISH

How to read difficult emails written by someone who writes English as a 2nd

language and How to write emails in English

A publication of

How to understand

“difficult to read emails”

that have been written in English as a 2 nd Language, and How to write emails in English when English is your 2 nd language.

Is this the right eBook for you? English for Emails comes in two levels of

knowledge capacity Review the two descriptions below to see if this eBook is the one the best matches your level of English language use

Introduction

This eBook is designed give you some basic tools and tips to reading emails that have been written in English as a

2nd language

Learn the secrets to writing emails in English that are easy to write, easy to read and easy to understand

Intermediate

Intermediate is for students and professionals that have more experience using English language in written and spoken communications This eBook will show you more advanced language use and communication techniques that will have you sounding like an English language pro!

This eBook!

THE ESSENTIAL GUIDE TO

READING AND WRITING EMAILS IN ENGLISH

By Brian McCarthy

Brian McCarthy is a leading expert in English language

communications coaching

Brian uses three unique specialties (language teaching, coaching and

communications) in his training modules that make them easy to learn, simple

to use and extremely FUN!

You might be thinking… how much fun can an eBook be? This is true but when you’ve finished with this eBook you can take a free on-line (live) mini-course with Brian This is where the rubber meets the road and you will soon discover just how much fun and effective training with Coach Brian can be! One of the things Brian has seen time and time with Companies he has

worked for are issues with email messages that have been written in English when the writer of the message is using English as a 2nd language

This problem is compounded when both the writer of the email and the reader

of the email message are both using English as a 2nd language

So Brian has developed the “English For Emails” training course that will have you and your staff communicating email messages (both inbound and

outbound), with understanding and efficiency As they say time is money and confusion is lost profits

Table of Contents

Introduction 2

Intermediate 2

The Purpose and Benefit of this eBook 5

Getting Started 5

Email Structure 6

Sample of a well written email message: 8

Register 9

Using Polite Language 11

Talking About Deadlines and Taking Action 12

Colloquial Phrases and Contractions 13

Being Diplomatic 14

Prepositions of Time (Western Time Culture) 15

Reading “Difficult” Email Messages 16

Focus on the Message not the Words 16

When Less is More 18

Conclusion 19

The Purpose and Benefit of this eBook

The purpose of this eBook is to help you to read emails that are “hard to

understand” and to write emails in English that are “easy to understand”

The problem most people who speak and write English as a 2nd language is writing an email that the other person (receiver) can understand This problem

is worse when the writer and the receiver of the email messages are both using English as a 2nd language

This eBook will teach you the secrets to reading and understanding email messages that are written in English as a

2 nd language and show you how to write a clear response back

to the person.

Getting Started

First, I would like you to take our short survey on our website It’s free and you don’t need to leave an email address After you complete the survey you will

be taken to a page with a lot of “free” detailed information about the survey questions and writing emails in English

Here’s the link to the survey: English for Emails Survey

You have our permission to share this eBook but you cannot edit or alter it in anyway

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“The main problem is

when both the writer

and receiver of a

message are using

English as a 2 nd

language.”

Email Structure

One of the advantages of emails over

normal mail (snail-mail) letters is that they

are quick and direct We send an email for

a particular purpose and we expect a fast

response or immediate action

For emails, whether formal or informal, to be most effective, it is a good idea

to give them a clear, logical structure

Subject Line: This should be short and give some specific information about the contents of your message

Salutations: As in letter writing, the salutations can be formal or informal, depending on how well you know the person you are writing to

Dear Mr, Mrs, Ms - A formal form of address, also used when first contacting

a person

Dear John - Less formal, either you have had contact with this person before,

or they have already addressed you by your first name

Hi or Hello Mary (or just the name) - Informal, usually used with colleagues you often work with In the U.S.A and the U.K also sometimes used at first contact

With no salutation - Very informal, usually used in messages which are part

of a longer email exchange or thread 5

This is how we build an email…

Opening Sentence: This is used to explain why you are writing Remember the opening sentence should always start with a capital letter

I’m writing to… More formal introduction to say why you are writing

Just a quick note to… Friendly, informal way to say why you are writing

More Information: This is where the body of your message goes…

remember that less is more, which means… keep the body of the message short and to the point Leave out emotion and unnecessary language

Conclusion: This is where you tell the reader what kind of response, if any, you expect

Looking forward to your reply More formal way to request a response.

Hope to hear from you soon… Friendly, informal way to request a response

Hope to hear from you soon….

6

Close: Like the salutation, this can vary from

formal to informal

Yours Sincerely - Very formal, rarely used in email correspondence

Regards/Best regards/Best wishes - Most commonly used close, can be used in formal and informal emails

Bye/All the Best/Best - Friendly, informal close

James/Mary (blm) - Name only (or initials) is also common when writing to close colleagues

Sample of a well written email message:

Subject Line: English for Emails Course

Salutations: Dear Sir,

Opening Sentence: I am writing to you about your English for Emails

course.

Message Body: I heard about you new course and would like to receive

more information Can you please email the information package to me?

Conclusion: I am looking forward to your reply and the information

about the course.

Close: Regards, Brian McCarthy 7

The register of an email (how formal or

informal it is) depends on the type of

message you are writing and who you are

writing to So an email about rescheduling

a meeting might be less formal than an

enquiry or an apology

Similarly, an email to a new customer or the CEO of your company would probably be more formal than an email to an old customer or a colleague You can tell how formal an email is by its …

Salutation and Close: see the previous section regarding email structure for more information

Colloquial Phrases: These are phrases normally used in conversation which make an email less formal

Examples are:

How’s it going? or How are you? or See you later.

Vocabulary: The words and expressions used in an email can make it formal

or informal

Some examples are:

formal - to receive / to inform / to assist / to contact

informal - to get / to tell / to help / to get in touch 8

Formal Email (very formal)

Informal Email

Abbreviations: The use of abbreviations and symbols (for example, info for

information and & for and) are more common in informal emails, although some standard abbreviations used in letter writing like asap (as soon as

possible) are also found in formal emails

Emoticons: These image forms of expression language are often used in informal emails to help the recipient understand exactly what you mean

9

Using Polite Language

Even in informal emails, it is important to use polite

language

Please can be used in every type of request, and phrases with could and

would are more polite than phrases with can or want

Could you please send me… Can you please send me…

I would like to order… I want to order…

In enquiries it is best to avoid imperatives like Send me… or Inform me… By adding please the sentence becomes more polite, but is still rather direct

Please send me your current price list…

Please give us your rates…

The following phrases can be used in formal enquiries to first-time contacts However, they can sound too formal in emails to colleagues

We would be grateful if you could send us…

We would also appreciate some information on…

10

Talking About Deadlines and Taking

Action

The present perfect is used to talk about deadlines and whether or not they have been met It is also used to describe the status of tasks in progress

Have you coordinated your team & their results yet?

I’ve already contacted my team and they have just finished their sales

figures.

Adverbs like yet, already, or just are often used with the present perfect in

this type of sentence

Have you sent in your registration for the conference yet?

Sorry, I haven’t written the report yet.

I’ve already sent in the registration form.

We’ve just received the order.

In American English the simple past is used instead of the present perfect with the signal words above There is no difference in meaning

Did you send in your registration yet?

The “will” future tense is used in replies to emails requesting action to say

what the writer will do and when Note that the contracted form (‘ll instead of

will) is used.

You’ll have it on your desk by 4 May.

Sorry, but I haven’t sent it yet I’ll do it straight away 11

Colloquial Phrases and Contractions

Colloquial phrases

When English native speakers write to each other as close business

acquaintances they often use colloquial phrases like the low-down, to chase

something up (or down), or cheers (for thanks) Be careful when using

colloquial phrases as they can make your English sound too fake, when used

in the wrong context

Contractions

Emails often reflect spoken English and tend to use contractions instead of the full form For example:

here’s (here is), haven’t (have not), or I’ll (I will)

meaning of the word or sentence could be changed

It’s = it is, its = possessive, I’ll = I will, ill = sick

12

Being Diplomatic

When things aren’t going to plan, an email

exchange can become heated The use of

diplomatic language lets you point out

mistakes gently, without offending the person

you’re writing to

We have a slight / minor / little problem.

Unfortunately, the mistake is rather serious.

I’m afraid we’re not happy with …

Furthermore, be careful when showing emotion in an email Using

exclamation marks and writing words or phrases in captial letters can make your message too strong – it can look like you’re shouting at the other person

Joanne, I’m still waiting for a reply!!!

Didn’t we agree to meet on TUESDAY?

A more moderate way to emphasize a word is to enclose it in asterisks

Just writing to see what happened to your report I needed it *Monday* and it’s now Friday Can we discuss?

13

Prepositions of Time

(Western Time Culture)

Some cultures tend to emphasize the value of time more

than other cultures This can be seen in the prevalence of

clocks and watches, for example.”What time is it” is a

question taught early on in foreign language and ESL

classes

Lateness of more than ten minutes to an appointment generally requires some sort of explanation and apology We even speak of time in terms of money,

“to spend time” “to waste time” “to save time” and even ‘time is money”

Prepositions of Time

On days of the week

on Sunday / Friday

on the weekend (American)

At definite times, holidays

periods

at 5 o’clock, at 2:30 p.m

at midnight

at the end of the week / month

at the Weekend (Australia, UK)

at Easter / Christmas

at the moment

(not: in the moment)

In time periods

in the morning / afternoon

in June / August

in five minutes

in the first / third quarter

By deadlines

by Friday / 4 p.m / next month (at the latest)

We must finish the report by Friday

(Not: until Friday)

14

Reading “Difficult” Email Messages

Reading email messages that have been written in English by

someone who writes and speaks English as a 2nd language

can be very challenging at the best of times

What makes this worse is when you the receiver, who reads

and speaks English as a 2nd language, has to read an email

message that has been written by someone else who also

reads and speaks English as a 2nd language

Focus on the Message not the Words

Sometimes trying to understand the words in an email may not actually

provide you with the true meaning of the message

How do you “unlock” the secrets to understanding confusing email messages?

Keywords: Learning how to filter out the keywords in an email message that

is written in any language can save you a lot of time, prevent

misunderstanding and even prevent arguments with customers, suppliers and colleagues

Emotion: Filtering out the emotion of an email that is from an unhappy

customer or an unhappy colleague can help you to not get emotionally

involved and help you to protect the relationship you have with the other person 15

Questions and Answers: When you just don’t understand a message, it’s best to write an email back to the writer to check for understanding Never say

“I don’t understand your message” rather take a couple of the keywords and write back confirming what you believe the message is about Sometimes asking for more information can provide you with the information you need to fully understand the customer or colleagues email message

Ask questions and give answers that keep the conversation in a positive mood This is most important for client relationships and future business And of

course there’s ways to “not” to ask questions and give

answers too!

Polite Language: Again filtering language that may not seem polite to you is the best way to understanding the email message Also remember that

sometimes these words have different meanings in different cultures

Whenever you’re reading a confusing email message first step is

to pause and think about what the writer is really trying to say

Give yourself time to get a clear picture of the message

“The number one rule is to always use positive language… even when you have to say something negative.”

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Cultural Language: Some language is just not

acceptable to particular cultures So what’s the

answer? Simply keep you messages simple Don’t

try to use “big” words Native English speakers

rarely use big words in an email message

When asking for clarity in a message or when asking for more information the number one rule is “polite language” and sometimes using big words or strong language will not get you what you want or need

Remember you get what you give! Choose the “easy way” to communicate with polite language.

When Less is More

Skimming and scanning an email message instead of reading every word can help you to find the keywords and understand the message much quicker Read less and understand more!

Skimming: this technique is used to quickly find the key points of any written text

Scanning: this technique is used to quickly find the detailed information that supports the key points found in skimming

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