1. Business
Writing
Goodwill emails

2. Objectives
This tutorial helps learners write miscellaneous goodwill
messages of…
•
gratitude
•
congratulation
•
condolence and sympathy

3. Common Layout
Three-part plan
•
Head
Who(m), What, When
•
Body
previous contact/ introduction/
background
purpose
Core
wh-questions
Conclusion
•
Introduction
expected action/response
End
Complimentary closing
Signature block

4. An email of Thanks
Ref/Rea
Background
Core
Express gratitude
Res
Closing
Thank again

5. Examples:
Dear Mr Kahn,
I arrived home safely yesterday, and would like to thank you for all your
help during my stay in Karachi, and the delicious dinner on my final
evening. The chicken tikka was wonderful.
My trip to Pakistan was very successful, and I look forward to meeting you
again at the annual sales meeting in Paris next year. I will be able to show
you around the city and return your hospitality.
I have attached a few photographs of the dinner.
Thank you again.
Yours faithfully
Amanda Jacobs

6. Examples:
Dear Mr Deksen
Thank you very much for assisting Michael Hobbs while he was in Oslo.
I know that he has already written to you expressing his gratitude, but I would
like to add a word of appreciation myself. The introductions you made for him
and information he gained will be extremely useful in our Scandinavian export
programme.
If I can return the favour on some future occasion, please let me know.
Yours sincerely

7. Examples:
Dear Mrs Usher
I understand that you placed an unusually large order with us yesterday, and I
would like to say how very much your continued confidence in us is
appreciated.
The happy working relationship between us for many years has always been
valued and we shall do our best to maintain it.
Yours sincerely

8. Examples:
Dear Mr Watts
I am writing to say how much we appreciate the promptness with which you
have settled your accounts with us during the past year, especially as a
number of them have been for very large amounts.
This has been of great help to us at a time when we have been faced with
heavy commitments connected with the expansion of our business.
I hope our business relationship will continue in the future.
Yours sincerely

9. Examples:
Dear Miss Armstrong
Thank you for your letter of 30 March returning the draft of the catalogue we
propose to send to our customers.
I am very grateful for the trouble you have taken to examine the draft and
comment on it in such detail. Your suggestions will be very helpful.
I realize the value of time to a busy person like you and this makes me all the
more appreciative of the time you have so generously given.
Yours sincerely

10. An email of Congratulation
Ref/Rea
The good news
Core
•
•
Congratulate
Give a compliment
Res
Closing
Send wishes

11. Examples:
Dear Dr Roberts
I would like to convey my warm congratulations on your appointment to the
Board of Electrical Industries Ltd.
My fellow directors and I are delighted that the many years of service you have
given to your company should at last have been rewarded in this way.
We all join in sending you our very best wishes for the future.
Your sincerely

12. Examples:
Dear Mr Corney
I would like to offer my congratulations on your election as Chairman of our
Trade Association.
No one has done more to deserve the honour, or has worked harder to
promote our interests. You can count on my full support, and that of my
colleagues, during your term of office.
I wish you every success for the future.
Yours sincerely

13. An email of Condolence
Ref/Rea
The bad news
Core
•
Show sympathy
Res
Closing
Express sympathy again

14. Examples:
Dear Mrs Anderson
We were distressed to read in The Times this morning that your Chairman
has passed away and I am writing at once to express our deep sympathy.
I had the privilege of knowing Sir James for many years and always
regarded him as a personal friend. By his untimely passing our industry has
lost one of its best leaders. He will be greatly missed by all who knew him.
Please convey our sympathy to Lady Langley and her family.
Yours sincerely

15. Examples:
Dear Mr Kerr
I have learned with deep regret of the death of your wife.
There is not much one can say at a time like this, but all of us at Simpsons
who have dealt with you would like to extend our sincere sympathy at your
loss.
Please include us among those who share your sorrow at this sad time.
Yours sincerely

16. Examples:
Dear Bill
When I called at your office yesterday I was very sorry to learn that you had
been in a car accident on your way home from work recently. However I
was equally relieved to learn that you making good progress and are likely
to be back at work again in a few weeks.
I had a long talk with Susan Carson and was glad to learn of your rising
export orders. I expect to be in Leicester again at the end of next month
and shall take the opportunity to call on you.
Meanwhile I wish you a speedy recovery.
Yours sincerely

17. Business
Writing
Goodwill emails