Email writing pack
The written half is the most templatable marks in the assessment: rubric, seven-part frame, phrase bank, twelve situations with model emails, and the ten errors that lose marks.
Part 3 - Email Writing Pack
The written half of the assessment is the most coachable hour of your entire preparation, because email writing is formulaic by design. A workplace email succeeds on structure, tone and accuracy - three things you can fully prepare in advance. This part gives you the scoring rubric, one reusable seven-part frame, a phrase bank, and twelve fully modelled situations that between them cover every type of task the assessment is known to use.
Model emails are signed with a sample name and use sample dates. When you practise, replace every name, date and detail with your own versions - the frame is what you keep, the details are what you change.
3.1 How Your Email Is Scored
Written responses are graded against a rubric with four families of criteria. Read the table as the examiner would: the left column is what they are paid to check, and your email either gives them what they are looking for or does not. Notice that three of the four criteria are about shape and register, not about beautiful English - which is exactly why structure is the fastest way to gain marks.
| Criterion | Strong answer (full marks) | Weak answer (loses marks) |
|---|---|---|
| Task achievement | Everything the situation asked for is done: the right recipient, the right request, all required details, a clear next step | Part of the task is missed, the request is vague, or the email answers a different question than the one asked |
| Structure | Subject line, greeting, purpose first, then facts, then the ask, then a polite close - every element present and in order | No subject or a vague one, purpose buried in paragraph three, no explicit request, abrupt ending |
| Tone and register | Consistently professional: full forms, modal softeners, no slang, no blame, courteous throughout | Contractions and casual phrases, demanding or apologetic-to-the-point-of-grovelling tone, accusations |
| Language accuracy | Correct grammar, spelling and punctuation; simple, controlled sentences | Tense errors, missing articles, run-on sentences, missing capitals, informal abbreviations |
The 20-minute email routine
Minutes 0-3 - Plan: write down the recipient, the purpose in five words, the single clear ask, and the facts the email must contain. A 30-second list saves a 10-minute rewrite.
Minutes 3-15 - Write: follow the seven-part frame below in order. Do not polish sentences while writing; keep moving forward.
Minutes 15-20 - Proofread twice: once for grammar and spelling, once for tone. Read the subject line and the ask again - those two lines carry the most marks.
3.2 The Seven-Part Frame
Every professional email, whatever its purpose, can be built from the same seven parts in the same order. Learn the frame once and reuse it for all twelve situations in this pack - and for whatever the test actually shows you.
| # | Part | Job it does | Length |
|---|---|---|---|
| 1 | Subject line | Names the exact topic and, if possible, the action: "Request for Leave on 20 November" | One line |
| 2 | Salutation | Greets the named recipient correctly: "Dear Ms. Kapoor," - never "Hey" or "Respected Sir" | One line |
| 3 | Purpose sentence | States why you are writing, in the first line of the body: "I am writing to request..." | One sentence |
| 4 | Context | Gives the two or three facts the reader needs, in date order, each in its own sentence | 2-3 sentences |
| 5 | The ask | One clear, dated, specific request: "Kindly approve..." or "Could you please confirm..." | 1-2 sentences |
| 6 | Polite close | Invites further contact and thanks the reader: "Please let me know if you need any further information." | 1-2 sentences |
| 7 | Sign-off | "Best regards," or "Kind regards," on one line, your name on the next | Two lines |
Here is the complete frame in action, in a short email you can reuse as your mental template. Notice how little room the frame leaves for rambling: seven parts, roughly one hundred and twenty words, one screen.
Annotated model
Subject: Request for a Replacement Laptop Charger
Dear Mr. Khan,
I am writing to request a replacement charger for my office laptop.
The original charger stopped working yesterday morning, and the service centre has confirmed that it is not repairable. My laptop currently has less than twenty percent battery, which will interrupt my work by this afternoon.
Could you please arrange a replacement from the store, or approve a purchase so that I can collect one today? The model number is attached for reference.
Please let me know if you need any further details. Thank you for your help.
Best regards,
Rahul Sharma
Two habits make the frame even stronger. First, put the most important noun in the subject line - a reader should be able to file your email without opening it. Second, write the purpose sentence before anything else, even when drafting: once the purpose exists, the context and the ask write themselves around it.
3.3 Phrase Bank and Register Swaps
The fastest way to sound formal is not to invent formal sentences under pressure - it is to own a small stock of tested phrases and reach for them automatically. Memorise one phrase per purpose below; that is enough for any email the assessment can show you.
Openings - state your purpose
- Request: "I am writing to request..." / "I would like to request your approval for..."
- Apology: "I am writing to apologise for..." / "I sincerely regret the delay in..."
- Information: "I am writing to seek clarification on..." / "I would like to confirm the details of..."
- Follow-up: "I am writing to follow up on my email of [date] regarding..."
- Thanks: "I am writing to thank you for..."
- Interest: "I am writing to express my interest in..."
Making the ask - polite and specific
- "Could you please confirm... by [day]?"
- "I would appreciate it if you could..."
- "I would be grateful if you could..."
- "Kindly approve... at your convenience." (Use exactly one of these per email - stacking three requests in a row sounds insincere.)
Softening bad news
- "Unfortunately, ... However, ..." - the single most useful pattern in workplace English: state the problem, pivot to the plan.
- "I regret the inconvenience this has caused."
- "I understand this may cause some difficulty, and I am happy to discuss alternatives."
Closing and signing off
- "Please let me know if you need any further information."
- "Thank you for your time and understanding."
- "I look forward to your confirmation."
- Named recipient: "Best regards," or "Kind regards,". Unknown recipient after "Dear Sir or Madam": "Yours faithfully,". Never "Thanks!", "Cheers", or "Love".
Register swaps - say the formal twin
| Everyday word | Formal swap | Everyday word | Formal swap |
|---|---|---|---|
| get | receive | want | would like |
| ask | request | give | provide |
| tell | inform | help | assist |
| need | require | buy | purchase |
| sorry | I apologise | fix | resolve |
| check | verify / confirm | find out | confirm |
Use swaps where they fit naturally; do not replace every verb. One formal register is consistent and readable, two formal registers stacked on top of each other sound like a costume.
3.4 Twelve Practice Situations with Model Emails
Work through these in pairs: read the situation card, spend three minutes listing your plan, and write the email in fifteen minutes without looking at the model. Then compare yours against the model line by line - not word for word, but part for part. Did your subject carry the action? Did your purpose sentence land in line one? Did the ask have a date on it? The situations climb through every recipient type the test uses: manager, client, HR, vendor and internal departments.
Situation 1
The task
You are a new trainee at a software company. Your sister's wedding is on Friday next week in your hometown. You would like one day of leave on Thursday and work-from-home on Friday and Monday. Write to your manager, Ms. Kapoor.
Model email
Subject: Request for Leave on 20 November and Work from Home on 21 and 24 November
Dear Ms. Kapoor,
I am writing to request one day of leave and two days of work from home next week for my sister's wedding.
The wedding is on Friday, 21 November, in my hometown. I would like to take leave on Thursday, 20 November, to help with the preparations, and to work from home on Friday and Monday so that I can attend the functions while remaining available for urgent tasks.
I have handed over my current assignment to Vikram, who has kindly agreed to cover my duties on Thursday, and I will keep my laptop and phone with me throughout.
Kindly approve this request at your convenience. Please let me know if you need any further information.
Best regards,
Rahul Sharma
Why it works:
- The subject line carries the full request - dates included - so the manager can approve from the inbox view alone.
- The plan is complete: handover, coverage and availability are all answered before being asked.
- The ask is dated, specific and singular: approve these three days.
Situation 2
The task
You are an intern. You promised to submit a testing report on Monday but could not finish it because you fell ill on Sunday night. It is now Tuesday morning and you need one more day. Write to your manager, Mr. Nair.
Model email
Subject: Apologies for the Delay in the Testing Report
Dear Mr. Nair,
I am writing to apologise for not submitting the testing report on Monday as promised.
Unfortunately, I fell ill on Sunday night and was unable to complete the final section on time. I should have informed you earlier, and I sincerely apologise for that oversight.
I am feeling better today, and only the summary and recommendations are now pending, since the data analysis is already complete. I will submit the full report by tomorrow, Wednesday, before 5 p.m.
Please let me know if you would like me to prioritise any section first. Thank you for your patience and understanding.
Best regards,
Rahul Sharma
Why it works:
- The apology comes first and owns the real fault - the late communication - not just the delay.
- The new commitment is exact: which sections remain and a day-and-time deadline.
- The tone is accountable without grovelling; one apology sentence, then a plan.
Situation 3
The task
You handle a small client account. The project is at a critical stage, and you want a thirty-minute video call this week to align on two open points in the payment module. Write to the client, Ms. Iyer.
Model email
Subject: Request for a Brief Project Review Call This Week
Dear Ms. Iyer,
I am writing to request a short call to review the current status of the project and to agree on the next steps before the delivery date approaches.
We have completed the design phase and the first round of development, and the initial test results are positive. However, there are two points regarding the payment module that I would like to confirm with you directly before we finalise the build.
Would you be available for a thirty-minute video call on Thursday or Friday this week? I am happy to adjust to any time that suits your schedule.
I look forward to your confirmation.
Best regards,
Rahul Sharma
Why it works:
- Good news precedes the problem, so the email opens confidently rather than alarmingly.
- The request offers two concrete options and yields on timing - client etiquette in one sentence.
- Purpose, context, ask, close: the frame does exactly what it is designed to do.
Situation 4
The task
Your team ordered twenty computer peripherals from a vendor. The confirmed delivery date was last Friday; nothing has arrived, and calls to the office have gone unanswered. You need the items by Thursday for a training session. Write to the vendor's sales manager, Mr. Mehta.
Model email
Subject: Urgent - Delay in Delivery of Order No. 4821
Dear Mr. Mehta,
I am writing to follow up on order number 4821, for twenty computer peripherals, which was confirmed for delivery on Friday, 14 November.
The items have not arrived, and my calls to your office since Monday have unfortunately gone unanswered. This delay is now affecting our internal training scheduled for Thursday, which depends on this equipment.
I would appreciate it if you could confirm the current status of the order and a firm delivery date today itself. If the items cannot reach us by Wednesday evening, kindly let me know immediately so that we can discuss alternatives.
We have been satisfied with your service in the past, and I am confident we can resolve this quickly. Please treat this as urgent.
Best regards,
Rahul Sharma
Why it works:
- Firm but never rude: facts and dates instead of accusations, which keeps the relationship usable.
- The word "urgent" earns its place in the subject line because the deadline justifies it.
- The ask has two layers - status today, and a fallback plan if delivery fails - which shows professional foresight.
Situation 5
The task
You have received an offer letter for the position of Associate Software Engineer. The joining date, 14 December, clashes with your final university examination on 15 December. You also want to know which documents to bring on your first day. Write to the HR coordinator, Ms. Reddy.
Model email
Subject: Request Regarding Joining Date and First-Day Documents
Dear Ms. Reddy,
I am writing with reference to the offer letter for the position of Associate Software Engineer. Thank you very much for the opportunity; I am delighted to accept.
I would like to request a small change to the joining date. My final university examination is scheduled for 15 December, while the joining date in the letter is 14 December. I would be grateful if my joining could be moved to 16 December or any later date convenient for the team.
In addition, could you please let me know which documents I should carry on my first day, and the reporting time at the office?
Thank you for your understanding. I look forward to joining the team.
Best regards,
Rahul Sharma
Why it works:
- Gratitude first: an offer letter deserves acknowledgement before any request.
- The clash is stated as clean facts - two dates, one line - rather than as a complaint.
- Two asks, clearly separated into two paragraphs, so neither gets lost.
Situation 6
The task
Your technical interview is scheduled for tomorrow at 11 a.m., but your university has just announced a compulsory project viva at the same hour. You want to request another slot. Write to the recruiter, Mr. Bose.
Model email
Subject: Request to Reschedule Interview Scheduled for 18 November
Dear Mr. Bose,
I am writing to request a change in the timing of my technical interview, currently scheduled for tomorrow, 18 November, at 11 a.m.
Unfortunately, my university has announced a compulsory project viva at the same hour, and attendance is mandatory for all final-year students. I sincerely regret the inconvenience.
I am available tomorrow at any time after 2 p.m., or on any of the next three days between 10 a.m. and 6 p.m. I am also open to a video interview if that is more convenient for the panel.
I would be grateful if you could accommodate one of these slots. Thank you very much for your understanding.
Best regards,
Rahul Sharma
Why it works:
- The alternative slots are offered before being asked for - the reader can resolve the email in one reply.
- Flexibility is demonstrated twice: timing and interview format.
- The reason is verified and stated once, without over-explaining, which keeps the tone professional.
Situation 7
The task
The printer on your floor has been faulty for a week: it jams paper and prints pages with dark streaks. You have reported it verbally to the office assistant twice already. Write to the facilities in-charge, Mr. Khan.
Model email
Subject: Repeated Fault in the Second-Floor Printer
Dear Mr. Khan,
I am writing to report a recurring problem with the printer on the second floor, near the training room.
For the past week, the printer has been jamming paper frequently and printing pages with dark streaks. The fault has been reported to the office assistant twice, but the problem persists. As a result, team members now use the fourth-floor printer for every printout, which is slowing down daily paperwork.
Could you please arrange for a technician to inspect the machine at the earliest? If a quick repair is not possible, kindly consider placing a replacement printer on our floor temporarily.
Please let me know if you need the model number or any other details.
Best regards,
Rahul Sharma
Why it works:
- The impact is quantified in behaviour - people climbing two floors - which makes the problem real without exaggeration.
- The escalation is justified: two earlier verbal reports are stated as plain fact, not as accusation.
- The ask includes a fallback (temporary replacement), which shows constructive intent.
Situation 8
The task
You had your technical interview yesterday with a panel for a graduate engineer role. It went well, and the panel said next steps would be communicated within a week. Write a brief thank-you email to the HR coordinator, Ms. Rao, who arranged the interview.
Model email
Subject: Thank You for the Interview on 19 November
Dear Ms. Rao,
I am writing to thank you for arranging my interview yesterday for the position of Graduate Engineer.
I truly enjoyed the discussion with the panel. The questions on database design were particularly interesting, and they gave me a clear picture of the kind of work the team does. The conversation has strengthened my enthusiasm for the role.
I understand that the next steps will be communicated within a week. Please let me know if I can provide any additional information, such as project reports or references, in the meantime.
Thank you once again for the smooth arrangement and for your time.
Best regards,
Rahul Sharma
Why it works:
- Specific praise beats generic praise: one real detail from the interview proves the email is not a template.
- The email is brief - three short paragraphs - because thank-you emails earn marks for brevity with substance.
- It respects the stated timeline instead of pushing for an early decision.
Situation 9
The task
As a trainee, you have been asked to prepare a sales dashboard. The requirement you received is one line long and unclear about the data source, the regions to include, and the deadline. Write to your team lead, Ms. Desai, asking for clarification.
Model email
Subject: Clarification Needed on Sales Dashboard Requirements
Dear Ms. Desai,
I am writing to request a few clarifications on the sales dashboard, so that I can build it correctly in the first attempt.
The current requirement mentions a monthly sales view, but I am not sure whether I should use the CRM export or the finance sheet as the data source. I would also like to confirm whether the dashboard should cover all regions or only the south zone.
Finally, could you please confirm whether the first version is expected this Friday or next Wednesday?
If it is easier, I would be glad to discuss this for ten minutes at any time convenient to you. Thank you for your guidance.
Best regards,
Rahul Sharma
Why it works:
- Each open point is its own sentence with a clear either-or shape - easy to answer in one reply.
- The motivation ("correctly in the first attempt") frames the questions as initiative, not inability.
- An offer of a ten-minute call closes the loop respectfully.
Situation 10
The task
Overnight rain has caused water-logging in your area, and suburban trains are running more than an hour late. You will reach the office around noon instead of 9:30. Write to your manager, Mr. Pillai, informing him and offering to make up the time.
Model email
Subject: Delayed Arrival Today Due to Water-Logging
Dear Mr. Pillai,
I am writing to inform you that I will be late to the office today.
Due to heavy rain overnight, there is water-logging in my area and suburban trains are running over an hour late. I expect to reach the office by about 12 noon, and I have already informed the team on the group chat.
I will be reachable on my phone and email throughout the morning, and I will complete the status report during the journey. To make up for the lost hours, I am happy to stay late this evening or start early tomorrow.
I regret the inconvenience, and thank you for your understanding.
Best regards,
Rahul Sharma
Why it works:
- The email leads with the conclusion - late today - and follows with the reason, which is the correct order for a notification.
- It pre-empts the manager's three natural questions: when will you arrive, can you be reached, and will the work suffer.
- Compensation is offered, not waited for, which converts an apology into a plan.
Situation 11
The task
You sent a website maintenance quotation to a client, Ms. Nanda, six working days ago. There has been no reply. The quotation is valid for fifteen days from its date. Write a polite follow-up that does not sound pushy.
Model email
Subject: Following Up on Our Website Maintenance Quotation
Dear Ms. Nanda,
I hope this email finds you well.
I am writing to follow up on the website maintenance quotation I sent on 4 November. I understand that you may still be discussing it internally, and I completely appreciate the time such decisions take.
There are two points that may help your decision. First, the quoted price is valid until 19 November, after which our standard rates apply. Second, if the scope needs to be reduced, we are happy to revise the proposal to fit your budget.
Please let me know if you need any further details, or if you would prefer a quick call. I look forward to hearing from you.
Best regards,
Rahul Sharma
Why it works:
- The follow-up gives new information - the validity deadline and the scope flexibility - instead of merely asking "any update?"
- Understanding is expressed before any nudge, which is what keeps the tone from turning pushy.
- A call option lowers the reply effort for a busy reader.
Situation 12
The task
In yesterday's team meeting, your manager announced a cross-team automation project that needs two volunteers, in addition to regular work. You want to join in order to learn automation tools. Write to your manager, Mr. Verma, expressing your interest.
Model email
Subject: Interest in the Cross-Team Automation Project
Dear Mr. Verma,
I am writing to express my interest in volunteering for the cross-team automation project announced in yesterday's team meeting.
I have been learning Python scripting through an online course this semester, and last month I automated a small reporting task for my own project, which reduced the weekly effort by about two hours. I believe the automation project would let me contribute meaningfully while strengthening a skill the team can use.
I understand that this work would be in addition to my regular responsibilities, and I am confident that I can manage both without affecting my current deliverables.
I would be grateful for the opportunity. Please let me know if you need any further information from me.
Best regards,
Rahul Sharma
Why it works:
- The interest is backed by evidence - a course and a quantified result - rather than enthusiasm alone.
- The workload concern is answered before it can be raised: regular work will not suffer.
- A short, confident close with no repeated pleading, which is what earns the word "professional".
3.5 Email Error Clinic - Ten Marks Losers
These are the ten errors that most often separate a borderline email from a passing one. Audit every practice email you write against this table; better still, audit the last real email you sent. Each row shows the error, a typical example, and the corrected version.
| Error | Instead of | Write |
|---|---|---|
| Vague subject line | "Email regarding project" | "Request for Approval: Phase 2 Budget, by 21 Nov" |
| Missing greeting | "The report is attached." | "Dear Ms. Iyer, I am writing to share the weekly report, which is attached." |
| Wrong level of greeting | "Hey Priya," / "Respected Sir," | "Dear Ms. Iyer," (correct for a formal first contact) |
| Purpose buried late | Three paragraphs of background before the request | Purpose sentence in line one, details after |
| No clear ask | "Let me know your thoughts." | "Could you please confirm the venue by 5 p.m. on Thursday?" |
| Contractions and slang | "I can't attend the call, will ping you later." | "I am unable to attend the call; I will contact you afterwards." |
| Blaming tone | "You never sent the file, so the report is late." | "The report is delayed because the source file has not yet been received." |
| Wall of text | One 150-word paragraph | Short paragraphs: purpose, facts, ask |
| Undated commitments | "I will send it soon." | "I will send it by tomorrow, 3 p.m." |
| Casual sign-off | "Thanks!!" / "Cheers," | "Best regards," followed by your full name |
One final habit for test day: before clicking submit, read your email once as the recipient would - looking only for the subject, the purpose and the ask. If a busy reader could act on your email in fifteen seconds, it will score well. If they would have to hunt for the request, no amount of polished grammar will save it.
Trainer — 12 situations
Write in the editor, tick the checklist, then compare with the model. Your checklist ticks are the score — same rubric as the test.
Ready to play by exam rules? Take the email section test.