Unit

Key Point

Language Functions

Themes/Situations

Unit 1

  KP 1

Labeling correspondence for routing and circulation

Parts of emails and faxes

  KP 2

Opening and closing formal and informal messages

Formal and informal   correspondence

  KP 3

Referring to attachments and enclosures,

Describing computer file formats

Attachments and enclosures

Unit 2

  KP 4

Referring to a subject,

Referring to previous contact,

Thanking the sender

Referring to a subject

  KP 5

Confirming business arrangements,

Confirming discussions, Confirming travel   arrangements,

Describing contingency plans

Confirming plans and   arrangements

  KP 6

Confirming agreements, Referring to oral agreements,  

Describing responsibilities,

Inviting confirmation of agreement

Confirming agreements

Unit 3

  KP 7

Requesting information,

Requesting assistance

Requesting information and   services

  KP 8

Referring to inquiries, Responding to requests for   information,

Replying to questions,

Requesting confidentiality

Responding to requests and   inquiries

  KP 9

Offering assistance,

Making arrangements for future contact

Offering assistance

Unit 4

  KP 10

Drawing   attention to unsatisfactory circumstances,

Expressing   concern and dissatisfaction,

Demanding   action

Complaining

  KP 11

Making   apologies, Expressing regret,

Describing   the reasons for problems, Describing consequences,

Giving   assurances

Apologizing and promising action

  KP 12

Demonstrating   concern for customers' needs

Making a positive impression

Unit 5

  KP 13

Intensifying,  

Referring   to earlier correspondence,

Highlighting   problems, Giving ultimatums

Exerting pressure and intensifying

  KP 14

Responding   with disagreement,

Referring   to claims and accusations,

Emphasizing   the terms of agreements

Responding to unjustified criticism and complaints

  KP 15

Linking   and contrasting,

Building   arguments

Linking and contrasting

Unit 6

  KP 16

Communicating   informally in a team

Short and sweet

  KP 17

Discussing   social matters and chatting about company issues

Building working relationships

  KP 18

Making   messages clearer and easier to read

Communicating clearly