CAE course
Writing&Speaking with Jane!
14th lesson.
Writing part 5
Lesson timelines:

0:08 - The lesson plan
1:03 - Informal Letter overview
2:00 - Informal Letter doc overview
5:50 - Letter of Complaint overview
6:30 - Letter of Complaint task
7:15 - Planning the letter
8:00 - Fixed phrases for the letter of complaint
20:53 - Structure of the letter of complaint
45:17 - Example of writing the letter of complaint
45:55 - Introduction
49:00 - Paragraph 1
55:10 - Paragraph 2
58:40 - Additional paragraph
59:20 - Sign off
1:00:05 - Group look through all the text
1:02:15 - Students' feedback
1:03:06 - Types of letter differences
1:06:00 - Home assignment
1:08:25 - Q/A
1:13:35 - Students' feedback
1:19:10 - Jane's feedback
Informal letter
Opening
  • It's been ages since we last spoke.
  • Sorry for not writing back sooner
  • I've been snowed under with exams lately.
  • How's life treating you?
  • What are you up to these days?
  • So you wanted to know about… I'd be happy to help.
Giving News
  • Guess what. I've…
  • I've got some fantastic news
  • I'm afraid I've got some bad news.
  • Bad news, James...
    Responding to News
    • I'm so happy for you!
    • I was disappointed to hear that you've…
    • I'm so glad to hear that you're…
    • I'm thrilled for you
    • What great news!
    • Sorry to hear that…
    • Congratulations!
    Offering, accepting, declining invitations
    • I'd love for you to come to…
    • Have you got any plans for summer?
    • Do you fancy coming to…?
    • I'd love to come!
    • Count me in!
    • Count me out, I'm afraid.
    • I wouldn't miss it for the world.
    • I wish I could but…
    • I'll take a rain check.
      Giving advice/recommendations
      • If I were you, I'd…
      • If I were in your shoes, I'd…
      • You simply have to…
      • By far and away the best thing to do is…
      • Have you thought about …ing?
      • It wouldn't be a bad idea to…
      • … is worth a try.
      • Something that I found really useful is…
      • What seems to work for a lot of people is...
          Closing
          • Well that's all for now.
          • I'd better go, I've got an early start in the morning.
          • I must dash/go
          • Pass on my regards to your family
          • Let me know how it goes
          • Can't wait to….
          • All the best
          • Hugs and kisses
          • Take care
            Letter of Application
            Dear Sir or Madam, / To whom it may concern,

            Paragraph 1:

            I am writing in response to your advertisement in ______________ (name of publication from task). I am interested in applying for the role of ________________ (name of job)

            Paragraph 2:

            As you will see from my attached CV, I have spent the last _______ (number) years at ____________(workplace). During this period I was promoted from _____________(crap job) to the position of ____________ (great job). I was responsible for ____________ (verb in gerund) and ____________, as well as _____________ and _____________. I had the privilege / opportunity to learn / improve / develop ___________ and ____________.

            Paragraph 3:

            Given the experience I have acquired at __________________ (workplace), I consider myself well-equipped to respond to the challenge of working in your _____________. I feel I have the necessary personal qualities to deal with the demands of the post. For instance, I see myself as a ____________ (adjective) person who works well under pressure. My experience working with ______________ (people / animal / computers etc.) at ___________________ (workplace) has helped me to be more ____________ (adj) and _______________ (adj).

            Paragraph 4:

            I would therefore be grateful if you could consider my application. I am available for interview between the ________ and the ________ of _________. I look forward to hearing from you.

            Taking all this into account, I hope that you will consider my application. I am available for interview between the ________ and the ________ of _________. I look forward to hearing from you.

            Thank you for taking the time to read my application, I hope you will consider me for the post. I am available for interview between the ________ and the ________ of _________. I look forward to hearing from you.

            Yours faithfully,

            Name
            Letter of Complaint
            Opening
            • Dear Sir or Madam, ... / To whom it may concern, ...
            • I am writing to express my disappointment with/dissatisfaction with the service I received in/my deep concern about…
            • I would like to lodge a formal complaint against your company for the reasons outlined below: ...
            • I feel compelled to write to you in order to describe the ...
            Listing Problems
            • First of all,
            • Not only was there a hair in my wife's soup, but the main course also arrived cold.
            • Added to this,
            • As you are no doubt aware,
            • On top of that…
            • As if that was not enough…
            • To top it all off…
            • The straw that broke the camel's back was…
            Complaining Expressions
            • The standard of the… was not up to scratch.
            • The … was not up to the expected standard.
            • The … left a lot to be desired.
            • The … failed to live up to our expectations.
            • We were left bitterly disappointed by…
            • The quality of the customer service we received was woefully inadequate.
            • The … was an absolute disgrace. (v.strong)
            • Overall, our visit to your (restaurant) was an unmitigated disaster from start to finish.
            • It was not built/designed to cope with
            • It poses a high risk to
            • ____ has had little effect
            • ___ be at risk
            Requesting Action
            • It seems only fair that you should… (offer a full refund)
            • I would appreciate it if you…
            • I would be grateful if you…
            • Should these demands not be met, you will be hearing from my lawyers/I will seek legal advice.
            • I expect to receive compensation to the tune of (€2000) for the…
            Making Recommendations
            • I strongly recommend that your organisation…
            • It would be advisable to…
            • I suggest re-evaluating your procedures regarding…
            • I would strongly urge smb to look into the matter
            Sign off
            • I look forward to receiving your reply/hearing from you.
            • I expect to receive a prompt reply to this letter.
            • Yours faithfully, (Dear Sir/Madam)
            • Your Sincerely, (name)
            Task
            You recently stayed at one of a chain of large hotels and encountered a number of problems during your stay.

            Write a letter to the company's head office detailing the problems you had, describing what happened when you complained to the hotel staff and suggesting ways the company could improve its service.

            (CAE 220-260 words – CPE 280-320 words)
            Problems
            • On the last day I spotted a fleet of cockroaches based under my bed, scavenging my belongings while I was sleeping
            • My camera went missing right after the room service on the second day of my stay
            • Not only was my dinner on the first day cold as ice but it was also made of stale products
            • The pipe in the bathroom was constantly leaking leaving puddles on the floor every time I used the shower
            Sample