Responding to an Email Enquiry

Pre-intermediate (A2) 30 minutes
Business English email enquiries worksheet preview showing reading exercises, vocabulary matching, sentence completion, and email writing practice for pre-intermediate A2 level students

Business English Email Enquiries Worksheet - Reading, Vocabulary and Writing Exercises: Matching, Sentence Completion, Writing Emails - Pair Work

In this email enquiries worksheet, students learn and practice how to write an email that responds to a customer enquiry. First, students read an enquiry email...

Business English Email Enquiries Worksheet - Reading, Vocabulary and Writing Exercises: Matching, Sentence Completion, Writing Emails from Prompts - Pair Work In this email enquiries worksheet, students learn and practice how to write an email that responds to a customer enquiry. First, students read an enquiry email and a response. Students then match phrases in the response email with their functions. Next, students match additional phrases from a box to their functions. After that, students swap worksheets with a partner and write an email enquiry by completing sentences with their own ideas. Students then give back the worksheet to their partner, who writes an email response using the phrases from the worksheet. Finally, students read their email to their partner and discuss whether they think it was a good response or not.
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Writing an Invitation Email

Pre-intermediate (A2) 45 minutes
Business English invitation emails worksheet preview featuring reading and writing exercises, binary choice, ordering, unscrambling, matching, and peer feedback for pre-intermediate A2 level students

Business English Invitation Emails Worksheet - Reading and Writing Exercises: Binary Choice, Ordering, Identifying, Matching, Email Writing

In this useful business invitation emails worksheet, students learn and practice how to write emails issuing work-related invitations. First, students complete an...

Business English Invitation Emails Worksheet - Reading and Writing Exercises: Binary Choice, Ordering, Identifying, Unscrambling, Matching, Email Writing, Peer Feedback In this useful business invitation emails worksheet, students learn and practice how to write emails issuing work-related invitations. First, students complete an invitation email by underlining the correct prepositions. Students then number the parts of an invitation email so that they are in a logical order. Next, students scan the email again to find phrases that match different functions and write them down. After that, students unscramble words to form sentences and use them to complete an invitation email. Following that, students write an invitation email inviting someone to a marketing meeting. Finally, students exchange their completed emails with a partner and use a checklist to provide feedback, putting a tick for each item achieved. Students then revise their emails to address any of the unachieved items.
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Polite Replacement Requests

Intermediate (B1) 45 minutes
Business emails worksheet preview showing reading, vocabulary and writing exercises, short-answer questions, gap-fill, ordering, email writing, peer feedback for intermediate B1 level students

Business English Email Requests Worksheet - Reading, Vocabulary and Writing Exercises: Gap-fill, Ordering, Email Writing - Speaking Activity: Discussion - Pair Work

In this comprehensive request emails worksheet, students practice writing polite replacement or refund request emails and asking clarifying questions...

Business English Polite Email Requests Worksheet - Reading, Vocabulary and Writing Exercises: Short-Answer Questions, Gap-fill, Ordering, Email Writing, Peer Feedback - Speaking Activity: Guided Discussion, Communicative Practice - Pair Work In this comprehensive request emails worksheet, students practice writing polite replacement or refund request emails and asking clarifying questions using a returns policy. First, in pairs, students discuss questions related to the topic. Students then read a returns policy excerpt and underline the clauses they would reference in an email to request a replacement or refund. They then answer comprehension questions to check their understanding of the time limit, required evidence and process. Next, students complete useful email phrases for reporting damage or shortages and making polite requests with words and phrases from a box. After that, students put sentences in order to form a replacement request email. Students then read a situation about a notebook order with missing and damaged items. Following that, students use the situation to write a replacement or refund request email to a supplier, including at least one clarifying question. Finally, students exchange emails with a partner, read their partner's email and make useful suggestions to improve it by answering questions. Students then provide feedback and revise any parts they want to improve.
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Clarifying Invoice Discrepancies

Upper-intermediate (B2) 45 minutes
Business English email requests and clarifying questions worksheet preview showing reading and writing exercises, identifying, writing questions and statements, email writing, peer feedback, guided discussion, freer practice, and pair work for upper-intermediate B2 level students

Business English Email Requests and Clarifying Questions Worksheet - Reading and Writing Exercises: Identifying, Email Writing - Speaking Activity - Pair Work

In this Business English worksheet on email requests and clarifying questions, students practice clarifying invoice discrepancies and requesting revised invoices or...

Business English Email Requests and Clarifying Questions Worksheet - Reading and Writing Exercises: Identifying, Writing Questions and Statements, Email Writing, Peer Feedback - Speaking Activity: Guided Discussion, Freer Practice - Pair Work In this Business English worksheet on email requests and clarifying questions, students practice clarifying invoice discrepancies and requesting revised invoices or credit notes in clear, polite professional emails. In pairs, students begin by discussing questions about invoice details and credit notes. Pairs then share their ideas with the class. Next, students read case notes about an invoice and list the items they want to clarify or question. After that, students write four clarifying questions or requests about the invoice, using the useful language provided. Students then write an email to the accounts department, enquiring about the unexpected charges and requesting a correction if necessary. Finally, students swap emails with a partner and give feedback on clarity, politeness and completeness.
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Diplomatic Clarifying Questions

Upper-intermediate (B2) 45 minutes
Business English email requests and clarifying questions worksheet preview showing reading and writing exercises, rewriting direct statements, writing clarifying questions, email writing, peer feedback for upper-intermediate B2 level students

Business English Email Clarifying Questions Worksheet - Reading and Writing Exercises: Writing Clarifying Questions, Email Writing, Peer Feedback

In this clarifying questions worksheet, students practice using tactful language to check details, avoid blame and resolve possible misunderstandings in...

Business English Email Clarifying Questions Worksheet - Reading and Writing Exercises: Rewriting Direct Statements, Writing Clarifying Questions, Email Writing, Peer Feedback In this clarifying questions worksheet, students practice using tactful language to check details, avoid blame and resolve possible misunderstandings in a professional email exchange. First, students rewrite four direct sentences so that they are more diplomatic, using the 'Useful Language' box. Students then read case notes about a workshop and list four specific details they would like to clarify or question with the client. Next, students write four diplomatic clarifying questions or requests about the workshop. After that, students write an email to the client asking for clarification about the workshop details. Finally, students swap emails with a partner, give feedback on clarity and politeness and make one suggestion to improve the email.
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From Vague to Clear

Upper-intermediate (B2) 45 minutes
Business English email requests and clarifying questions worksheet preview showing reading, vocabulary and writing exercises, categorising, sentence completion, matching, rewriting sentences and emails for upper-intermediate B2 level students

Business English Email Clarifying Questions Worksheet - Reading, Vocabulary and Writing Exercises: Sentence Completion, Matching, Rewriting Sentences and Emails

In this clarifying questions in business emails worksheet, students practice identifying vague information in client emails and briefs and writing polite, specific...

Business English Email Clarifying Questions Worksheet - Reading, Vocabulary and Writing Exercises: Categorising, Sentence Completion, Matching, Rewriting Sentences and Emails In this clarifying questions in business emails worksheet, students practice identifying vague information in client emails and briefs and writing polite, specific clarifying questions to obtain necessary project information. To begin, students read a brief and mark each line with V (vague) or C (clear). Students then write one polite, specific clarifying question for each vague line. Next, students match email requests, clarifying questions and offers to their functions. After that, students rewrite blunt email lines so they are polite and specific, clarifying questions. Finally, students rewrite an email so that the tone is polite and suitable for professional business communication.
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Handover Email Requests

Upper-intermediate (B2) 40 minutes
Business English email requests worksheet preview showing reading, vocabulary and writing exercises, ordering, matching, sentence completion, rewriting sentences, and writing emails for upper-intermediate B2 level students

Business English Email Requests Worksheet - Reading, Vocabulary and Writing Exercises: Ordering, Sentence Completion, Writing Emails - Pair Work

In this business email requests worksheet, students practice writing polite handover emails to request access, clarify responsibilities and ask...

Business English Email Requests Worksheet - Reading, Vocabulary and Writing Exercises: Ordering, Matching, Sentence Completion, Rewriting Sentences, Writing Emails, Peer Feedback - Pair Work In this business email requests worksheet, students practice writing polite handover emails to request access, clarify responsibilities and ask about urgent issues. First, students read an email thread, put the emails in a logical order and then match each email to its function. Next, students look at one email again and match the underlined phrases to their functions. After that, students complete handover email requests and questions with their own ideas. Students then rewrite direct requests to make them more polite and appropriate for a handover email. Following that, students write a follow-up handover email, using the information from the email thread and exercises. Finally, students read their email to a partner, who uses a checklist to give feedback. Students then revise their email, taking the feedback into account.
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Polite Alternatives

Upper-intermediate (B2) 45 minutes
Business English email responding to requests worksheet preview showing reading and writing exercises, gap-fill, error correction, generating options, email writing, peer feedback for upper-intermediate B2 level students

Business English Email Requests Worksheet - Reading and Writing Exercises: Gap-fill, Error Correction, Generating Options, Email Writing, Peer Feedback

In this responding to requests email worksheet, students learn and practice how to politely refuse a customer request and offer alternatives. First, read the...

Business English Email Requests Worksheet - Reading and Writing Exercises: Gap-fill, Error Correction, Generating Options, Email Writing, Peer Feedback In this responding to requests email worksheet, students learn and practice how to politely refuse a customer request and offer alternatives. First, read the Refusal Blueprint together as a class and discuss what each move achieves. Students then complete a refusal email with phrases from a box. Next, students identify grammar and wording errors and rewrite each sentence so that it is correct and professional. After that, in pairs, students read each scenario and write two alternative solutions using the examples from the Refusal Blueprint to help them. Pairs then share their strongest options with the class. Next, students write a refusal email using the Refusal Blueprint and the situation provided. Finally, students read their email to their partner and discuss whether it followed the Refusal Blueprint moves clearly and sounded polite and professional.
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The Question Funnel

Upper-intermediate (B2) 30 minutes
Business English email clarifying questions worksheet preview showing reading and writing exercises, ordering, writing and rewriting questions for upper-intermediate B2 level students

Business English Email Clarifying Questions Worksheet - Reading and Writing Exercises: Ordering, Writing and Rewriting Questions - Speaking - Discussion - Pair Work

In this email clarifying questions worksheet, students identify, soften, and sequence follow-up questions using a question funnel framework. First, students...

Business English Email Clarifying Questions Worksheet - Reading and Writing Exercises: Ordering, Writing and Rewriting Questions - Speaking - Discussion, Communicative Practice - Pair Work In this email clarifying questions worksheet, students identify, soften, and sequence follow-up questions using a question funnel framework. First, students review a 'Question Type' table and 'Useful softeners'. Students then read example email questions and label each one as Open, Specific, or Confirmation. As students label the questions, they underline any softening phrases they find in each question. Next, students put email questions in the most effective order to form a question funnel. After that, students rewrite direct questions using more indirect and polite forms. In pairs, students then discuss what is unclear in each message. Each student then writes four clarification questions for each scenario using the question funnel. Finally, students compare their four-question funnels and discuss which confirming question works best.
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Business Email Requests and Clarifying Questions

Business email requests ask a reader to take action, while clarifying questions check information needed to understand a situation or proceed with a task. Students need to make both specific and appropriately polite so the recipient knows what to answer or do next.

This page contains nine worksheets across A2, B1 and B2, including one free worksheet, covering enquiries, invitations, requests, clarification and responses.

The table shows communication purposes with hypothetical examples that can be adapted to the recipient and situation.

Communication purposeUseExample language
Give context Identify the message, order or task being discussed. 'I'm writing about the revised training schedule.'
Request an action Tell the reader what you need them to do. 'Could you send the updated schedule by Thursday?'
Ask for a missing detail Replace vague information with a specific question. 'What time should the first session finish?'
Check your understanding Confirm an interpretation before acting on it. 'Could you confirm whether the workshop is online?'
Explain why you are asking Connect the request with a relevant purpose. 'This will help us arrange the room and equipment.'
Offer an alternative Respond constructively when the original request cannot be met. 'We cannot provide a morning session, but we can offer an afternoon appointment.'

How to Make Requests and Clarify Details by Email

Identify the information gap: Check what the existing message already tells you before asking questions. Name the specific detail you need, such as a date, quantity or responsibility, rather than asking generally for more information.

Balance politeness with precision: Choose wording suited to the relationship without burying the request in unnecessary phrases. If a deadline matters, state it and explain its purpose rather than relying on 'as soon as possible'.

Make the response easy to organise: Keep related questions together and separate distinct requests when needed. When replying, address each relevant point and distinguish confirmed information from details that still need checking.

3-Step Framework for Teaching Email Requests and Clarifying Questions

This B2 sequence develops tactful wording, question organisation and complete request emails through separate scenarios. It can be used across lessons.

1. Make Questions Tactful and Specific: Students rewrite direct sentences using supplied language, then examine workshop case notes and identify details to clarify. They write questions and an email to the client before exchanging feedback. This connects tone choices with an actual need for information.

2. Organise Follow-Up Questions: Students distinguish open, specific and confirmation questions, identify softening phrases and arrange questions into a funnel. They then write four clarification questions for scenarios and compare their final confirming questions. The framework provides a practice structure, not a requirement to include four questions in every email.

3. Apply the Language in a Handover: Students order an email thread, identify the functions of phrases and complete requests and questions. After rewriting direct requests, they produce a follow-up handover email based on the thread. Partner feedback and revision check whether the message clearly requests access, clarifies responsibilities and addresses urgent issues.

Common Mistakes with Email Requests and Clarifying Questions

Using the wrong verb form after would you mind: Follow this expression with an -ing form when requesting an action. Incorrect: 'Would you mind to send the updated file?' Correct: 'Would you mind sending the updated file?'

Leaving the clarification question too broad: A general request may not tell the reader which detail is missing. Vague: 'Could you clarify the arrangements?' More specific: 'Could you confirm the start time and whether the session will be online?'

Common Questions About Teaching Email Requests and Clarifying Questions

What worksheet helps teach polite email requests?

The worksheet Polite Replacement Requests uses a returns policy and an order problem to develop polite request emails. Students identify relevant policy details, complete useful phrases and order a model email before writing their own replacement or refund request with a clarifying question. Partner feedback then helps them improve the message.

What worksheet helps teach clarifying questions in emails?

The worksheet From Vague to Clear helps students identify missing information before asking for clarification. They distinguish clear and vague lines in a brief, write specific questions and connect email phrases with their functions. Rewriting blunt lines and a complete email then gives students practice combining a polite tone with precise questions.

What free worksheet helps teach saying no politely in emails?

The worksheet Polite Alternatives introduces a structure for refusing a customer request while offering alternatives. Students complete a model email, correct wording and grammar, and develop possible solutions for scenarios. They then write a refusal email and discuss it with a partner, checking whether the response follows the structure and sounds professional.

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