English in the Workplace

Possible email (Task: letter from Ellen Ma)

To: Richard Chan (Estate Manager)

From: Jan Wong (Estate Officer)
Date: 6 February 2009
Subject: Estate Complaints

Dear Richard

Recently we have received a complaint from one of our residents concerning

keys and the new garbage system as well as our customer service.

1. Lost Keys
The resident had lost her key for the refuse room, so was unable to dispose of
her rubbish during the Chinese New Year holiday, consequently causing her
distress. She was also disturbed about the possibility of thieves gaining access
to the building if they obtained a lost key.

To solve these problems, perhaps we could install a digital lock code on the
door rather than using a key.

2. Customer Service
The complainant was also troubled by what she termed the rude and unhelpful
staff in the management office and the lack of consultation with residents
regarding changes. The first problem was probably due to the temporary staff
employed during the Chinese New Year holidays. I suggest that in future we use
a different employment agency to hire temporary staff. Regarding the lack of
consultation, a possible solution would be to have a quarterly newsletter to
residents informing them of new projects.

I hope these solutions are satisfactory. I look forward to your reply.

JW

Notes:

• Note the different ways of suggesting a solution:

o To solve these problems perhaps we could….
o I suggest that in future we…
o A possible solution would be to….
• Structure
o I have grouped two problems together and offered one solution (digital
lock code). You could discuss the problems first, then the solutions, or
take each one in turn. You should decide which style is appropriate for
the situation.
• Vocabulary
o Ellen Ma is not named. Instead she is called ‘The resident’, ‘The
complainant’ and ‘she’.