The Essential Guide to Reading and Writing Emails in English (as a ...

THE ESSENTIAL GUIDE TO READING AND WRITING EMAILS IN ENGLISH

How to understand “difficult to read emails” that have been written in English as a 2nd Language, and

A publication of

How to write emails in English when English is your 2nd language.

How to read difficult emails written by someone who writes English as a 2nd language and How to write emails in English language like a pro

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

This eBook!

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!

www.kaojaienglishschool.com [email protected]

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) minicourse 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.

“The main problem is when both the writer and receiver of a message are 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 2nd 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. 4


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

This is how we build an email…

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. www.kaojaienglishschool.com [email protected]

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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….

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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 www.kaojaienglishschool.com [email protected]

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Register 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 Formal Email (very formal)

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: Informal Email

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 www.kaojaienglishschool.com [email protected]

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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.


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… I would like to order…

Can you please send me… 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…


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. www.kaojaienglishschool.com [email protected]

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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) Watch out! - don’t leave out the apostrophe when using contractions as the meaning of the word or sentence could be changed. It’s = it is, its = possessive, I’ll = I will, ill = sick


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?


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)


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.


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.” 16 www.kaojaienglishschool.com [email protected]

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. 17


Conclusion Writing and reading email messages in English language is very difficult for people who speak English as a 2nd language. This problem becomes larger when both the writer (sender) and reader (receiver) of an email message are both using English as a 2nd language. Always ask yourself these questions: ....Did I take note of the keywords or key phrases? ......Have I answered or asked the right questions? ...........Have I left my emotion out of the message? .....................Did I follow the email structure rules? ....................................Am I using polite language? After reading this eBook, you should have a better understanding of how to read email messages that have been written by someone who writes in English as a 2nd language.

You should also be able to respond to an email message or write a new email message using correct structure, easy to understand language and keep you message in a positive mood. For additional information regarding our courses use these links below: ....................................................English for Emails ................................................English for Meetings ........................................English for Presentations
