CONTENTS
Declaration
Acknowledgments
1. INTRODUCTION 1
2. THEORETICAL PART 3
2.1. Definition of formality 4
2.2. Definition of politeness 5
2.3. Lexical and grammatical features of formality 7
2.3.1. Polysyllabic words, classical vocabulary vs. monosyllabic
native vocabulary 7
2.3.2. Full verbs vs. phrasal verbs, idioms and collocations 7
2.3.3. Respectful terms of address vs. intimate verbs of address 8
2.3.4. Indirect requests vs. direct imperatives 8
2.3.5. Passive voice vs. active voice 8
2.3.6. Third person noun phrases vs. first and second person pronouns 9
2.3.7. Complex sentences vs. simple sentences 9
2.4. Description of formality 9
2.4.1. Formal, neutral and informal style level of usage 10
2.4.2. Examples of styles 11
2.4.3. Description of formality in salutation and complimentary clause 12
2.4.3.1. Description of formality in salutation 12
2.4.3.2. Description of formality in complimentary clause 13
2.5. Definition of genre: Business letters 13
2.6. Description of business letters 14
2.6.1. Types of business letters 14
2.6.1.1. Orders 14
2.6.1.2. Offers 14
2.6.1.3. Inquiries 15
2.6.1.4. Payments and Reminders 15
2.6.1.5. Complaints and Adjustment 15
2.6.1.6. Transportation and shipping 15
2.6.1.7. Sales letters and changes in business 16
2.6.1.8. Applications, Recommendations and Giving a notice 16
2.6.1.9. Invitations 16
2.6.1.10. Goodwill letters 16
2.6.2. Structure of business letters 17
2.6.3. Content and style of business letters 18
2.6.4. Presentation of business letters 19
2.7. Electronic correspondence 19
2.7.1. Fax 19
2.7.2. Email 19
2.7.2.1. Business email etiquette 20
2.7.2.2. Top 10 Business Email Basics 20
2.8. In-company communication 22
2.8.1. Memorandum 22
2.8.2. Report 23
2.9. Methodology 24
2.9.1. Aims and hypotheses of the research 25
2.9.2. Language awareness of the informants 25
2.9.3. General informative questions 25
2.9.4. Formality and politeness in salutation questions 25
2.9.5. American vs. British Standard English question 26
2.9.6. Indicators showing the level of formality and familiarity question 27
2.9.7. Formality and politeness in complimentary clause questions 28
3. PRACTICAL PART 29
3.1. Description of the questionnaire 30
3.1.1. Basic principles in making up a questionnaire 30
3.1.1.1. Basic terminology 30
3.1.1.2. The aim of the questionnaire 30
3.1.1.3. The questionnaire structure 30
3.1.1.4. Variability of the questions 31
3.1.1.5. Scale questions 31
3.1.1.6. Validity of the questions 32
3.1.1.7. Reliability of the questionnaire 32
3.1.1.8. The length of the questionnaire 32
3.1.1.9. The rate of return of the questionnaire 32
3.1.2. The diploma-work questionnaire 33
3.1.2.1. The potential addressees 33
3.1.2.2. The structure of the questionnaire 33
3.2. Questionnaire: Formality in business correspondence 36
3.2.1. Entry part 36
3.2.2. Questioning part 36
3.2.2.1. Dobrovolné údaje / Voluntary data 36
3.2.2.2. Dotazník / Questionnaire 37
3.2.2.3. Final part 42
3.3. Results of the research 43
3.3.1. Voluntary data 43
3.3.2. General informative questions 44
3.3.2.1. Findings - question no. 1 45
3.3.2.2. Findings - question no.2 45
3.3.2.3. Findings - question no.3 45
3.3.3. Formality and politeness in salutation questions 46
3.3.3.1. Findings - question no.4 46
3.3.3.2. Findings - question no.5 46
3.3.3.3. Findings - question no.6 47
3.3.4. American vs. British Standard English question 47
3.3.4.1. Findings - question no.7 47
3.3.5. Indicators showing the level of formality and familiarity question 48
3.3.5.1. Findings - question no.8A 48
3.3.5.2. Findings - question no.8B 48
3.3.5.3. Findings - question no.8C 49
3.3.5.4. Findings - question no.8D 49
3.3.5.5. Findings - question no.8E 49
3.3.5.6. Findings - question no.8F 49
3.3.5.7. Findings - question no.8G 50
3.3.6. Formality and politeness in complimentary clause questions 50
3.3.6.1. Findings - question no.9 51
3.3.6.2. Findings - question no.10 51
3.3.6.3. Findings - question no. 11 51
3.4. Conclusion to the questionnaire 52
3.5. Stylistic analysis - sample letters 54
3.5.1. Sample letter no. 1 54
3.5.2. Sample letter no.2 55
3.5.3. Sample letters no.3 - 16 56
4. CONCLUSION 58
Appendices 60
1. Pie chart to question no. 1 60
2. Pie chart to question no.2 61
3. Bar chart to question no.3 62
4. Pie chart to question no.4 63
5. Pie chart to question no.5 64
6. Pie chart to question no.6 65
7. Line graph to question no.8A 66
8. Line graph to question no.8B 67
9. Line graph to question no.8C 68
10. Line graph to question no.8D 69
11. Line graph to question no. 8E 70
12. Line graph to question no.8F 71
13. Line graph to question no. 8G 72
14. Pie chart to question no.9 73
15. Pie chart to question no. 10 74
16. Pie chart to question no. 11 75
17. Sample letter no. 1 76
18. Sample letter no.2 78
19. Sample letters no.3-16 79
20. Chart to sample letters no. 1-16 93
References 94
Declaration
I declare that I have written all the parts of my diploma-work on my own and that I
agree I have used the sources mentioned in the bibliography.
I agree that my work will be filled for study purposes in the library of the Faculty of
Education at Masaryk University Brno.
Acknowledgements
I would like to thank Mgr. Olga-Dontcheva Navrátilova, Ph.D. for her supervising of
my diploma work, her professional advice and helpful control. I appreciate that she
was willing to devote her time to numerous consultations, although she is
professionally very busy and active. I find her guidance inspiring and challenging.