1、Chapter 3 Business Correspondence,Overview, letters, emails14 March, 2012,Objectives:,Understand the techniques of effective letter writing; Distinguish between different types of common business letters; Understand the different approaches to good news and bad news letters; Deal with complaints; Pr
2、oduce letters of persuasion; Produce your own checklist to help you write excellent letters.,3.1 overview,Email are seen as:Spoken English written down; Formal and exact as any written letter.,3.2 letters,1. consider the topic: SMART: Specific Meaningful Appropriate Relevant Thoughtful,2. consider t
3、he reader: 3. consider the result:3R: 引导读者(reader)按照你的期望给予回应(response)，你就会得到所期望的结果(results)。,4. planning: Brainstorming A list of words and phrases (quickly) Mind-mapping Making notes and linking them together to form a layout 5. draft the letter: Do not worry about grammar and spelling Get your tho
4、ughts on paper 6. revise the letter: Sentence, paragraphs, grammar, spellingmore than once. 7. final check: Details are correct.,3.3 emails,Group discussion: Advantages VS disadvantages,Chapter 3 Business Correspondence,Overview, letters, emails21 March, 2012,Subject line,YES：Supplier training NO：pr
5、ofessional trainees from sister company should abide by rule of local company（too long） NO：News about the meeting YES: Tomorrows meeting canceled。,一般来说，只要将位于句首的单词和专有名词的首字母大写即可。另外一种较为正规的格式可将除了少于5个字母的介词、连接词或冠词之外的每一个单词的首字母大写。 YES：New E-mail Address Notification；Detailed calculation NO：detailed calculat
6、ion 视信的内容是否重要，还可以开头加上URGENT或者FYI（For Your Information，供参考），如：URGENT：Submit your report today!,CC,Send copies only to those people who need copies.,Check before sending,Written quickly Sent easily,poor quality message,Caps lock,Do not write in capital letters.,shouting at people,emoticons,Disadvantag
7、es: the receiver may not be familiar with the symbol you are using. Do not use them with new business partners or customers.,Abbreviations and acronyms,AOB -Any other business 其他事 IOW -In other words 换句话说 WRT -With regard to 关于 PLS please,FAOfor the attention of (followed by a persons name) FYIFor y
8、our information For your reference 仅供参考 E.g. I add some comments to the document for your reference. 我就文档添加了一些备注,仅供参考。,Structuring your emails:,Opening or introduction Central section (details) Conclusion (action or response) Close,1. Opening or introduction -Beginning part,Including: 告知收到上次的来信 提及一次
9、会面或接触 介绍正在讨论的事情,Sentences and phrases used in email: - Opening or introduction,Thank you for your letter of It was good to meet you again at last weeks conference. We wish to hold our annual conference at a London hotel in September.,Sentences and phrases used in email: - Opening or introduction,Wit
10、h reference to our telephone conversation todayAs I mentioned earlier about As indicated in my previous e-mail,Sentences and phrases used in email: - Opening or introduction,As we discussed on the phone From our decision at the previous meetingAs you requested/ your requirement,2. Central section (d
11、etails)-Body,provide informationask for informationboth,3. Conclusion (action or response),logical conclusion:action that the receiver should takeaction that you (sender) should take,Examples:,Please let me have full details of the costs involved together with some sample menus. If payment is not re
12、ceived within seven days, this matter will be placed in the hands of our solicitor.,4. Close 结尾,结束信件通常仅需要简单的一行结尾句它应与信的内容相呼应,Example:,I look forward to meeting you soon.I look forward to seeing you at next months conference.A prompt reply would be appreciated.Please let me know if you need any furthe
13、r information.,Tips:,下列结束语不完整，不要使用： Hope to hear from you soon. Looking forward to hearing from you.,Sentences and phrases used in email: -Attachment 附件,Examples: A copy of the Commercial Invoice is enclosed. I enclose the evaluation report for your reference. 我附加了评估报告供您阅读。 Attached please find toda
14、ys meeting notes. 今天的会议记录在附件里。,Sentences and phrases used in email: -Attachment 附件,Attach is the design document, please review it./ for your reference. 设计文档在附件里,请评阅。 For other known issues related to individual features, please see attached release notes. 其他个人特征方面的信息请见附件。 Please see the attached pi
15、ctures first 请先看附件的照片 Please see the attached technical data. 请看附件的技术数据,Tips:,The weakest links in your emails:Wrong time and date No greeting and no sign off Poor formatting Vague messages Bad grammar, spelling and punctuation Just plain SLOPPY,用语要肯定准确.切忌含糊. E.g. The figures show a significant incr
16、ease.The figures show an increase of 19%.,KISS,Keep It Short and Simple 保持短小精悍 I should be very grateful Pleasepurchase, endeavor, commence, terminate buy, try, start, end,Lets get more active 多用主动，少用被动,The cause of your complaint has been investigated. I have looked into this matter. The seminar wi
17、ll be conducted by Adrian Chan. Adrian Chan will conduct the seminar.,作业中的问题：,Use “Thank you” when necessary. 下列结束语不完整，不要使用： Hope to hear from you soon. Looking forward to hearing from you.I hope to hear from you soon. I look forward to hearing from you.,Types of Shipping Documents,Commercial Invoic
18、e 商业发票 Bill of Lading 提单 Insurance Policy/ Insurance Certificate 保险单 Packing List 装箱单 Weight Memo 重量单 Inspection Certificate 检验单,Other Shipping Documents,Pro Forma Invoice 形式发票Consular Invoice 领事发票Certificate of Origin 原产地证书Certificate of Value 价值证书Certificate of Inspection 检验书,即期汇票 (sight draft, si
19、ght bill, demand draft),即见票即付的汇票。 即期汇票一般以提示日为到期日，持票人持票到银行或其他委托付款人处，后者见票必须付款的一种汇票，这种汇票的持票人可以随时行使自己的票据权利，在此之前无须提前通知付款人准备履行义务。,【选用即期汇票优势】,1、即期汇票是一种低风险和便捷的付款方法，最适合用来支付无须急于结清账款的交易。 2、若您手上没有受款人的银行户口资料，即期汇票可方便公司结清账款。 3、即期汇票只可存入指定的受款人户口，因而与支票相比，遗失款项的风险较低。,汇票的种类,汇票从不同角度可分成以下几种： 按付款日期不同，汇票可分为即期汇票和远期汇票。,汇票上付款日
20、期有四种记载方式：,1. 见票即付（at sight）； 2. 见票后若干天付款（at days after sight）; 3. 出票后若干天付款（atdays after date）; 4. 定日付款（at a fixed day）。 若汇票上未记载付款日期，则视作见票即付。 见票即付的汇票为即期汇票。 其他三种记载方式为远期汇票。,Brief Introduction:,Wal-Mart Stores Royal Dutch Shell Exxon Mobil BP Sinopec Group China National Petroleum State Grid MAERSK,Chap
21、ter 3 Business Correspondence,3.4 Good News and Bad News Letters28 March, 2012,3.4 Good News and Bad News Letters,Good news:Order some goods Confirm a contract Wish to say thank you Neutral news: Technical specification Confirm shipping arrangements,Positive Brief,Bad news:Refuse credit facilities I
22、ncrease the price of goods or services Complain about sth,negative,3.4.1 Good news letters,Direct approachBegin by stating exactly what the letter is about. Ends with a goodwill message.,3.4.2 Bad news letters,Less directlessen the impact Buffer statement Start with sth positive or at least neutral
23、Followed by an explanation and background information Bad news Closes with a positive goodwill message,Sometimes the format may need to be changed:,The receiver already knows that bad news is on the way You are dealing with a person who has not paid for goods despite several reminders,More direct ap
24、proach(not include a buffer statement),P31 -sample,A minimum of : 至少，最少的 I am looking forward to providing you with high quality products with a minimum of delay. Revise They realized that some of their prices were higher than their competitors and revised prices accordingly.,Inflation price inflati
25、on inflation pressure raw material dispatching dispatching system dispatching center,3.5 Letters of Complaint,Complain about: Poor goods and services Apologize for the complaint,tricky,Complaint concerning:,Inconformity：Wrong goods Quality Quantity Surplus goods delivered Shortage in delivery,Compla
26、int concerning:,Manufacturer Delivery Damaged goods Bad packing Non-delivery Delayed deliveries Uncompleted work Delivery charges Poor service,Canceling orders 取消订单,Buyers seeks to cancel order due to adequate stocks Supplier agrees to cancel order Supplier refuses to cancel order Cancellation of or
27、der through delay in delivery,Personal complaints 个人投诉,E.g. Complaining regarding vegetable soup quality Missing mileage requested to airline Complaint about insurance claim,Techniques to write complaints,Explanation (background information),Action (deadline),Warning,P32-sample,articles: n. 文章；物品；条款
28、；语 冠词 e.g. journal article household articles articles of incorporation/ association,transit n. 运输；经过vt. 运送vi. 经过 e.g. in transit rail transit mass transit public transit road transit,scuff vt. walk without lifting the feet vi. 磨损；拖着脚走; n. 拖着脚走；磨损之处,scored adj. 折叠的；刮伤的 v. 在上刻痕；牢记的宿怨；得到的分数（score的过去分词
29、） e.g. to score a tree Score twice before you cut once.,consignment n. (货物等的)交付；委托；运送；委托销售; 代销品；寄存物；寄售物 e.g. consignment note,by return of post 立即回信 ; 请即回示 ; 立刻回信 should: 用于表示虚拟语气的条件句 e.g. Let me know if you should hear more news. If you heard more news, please let me know.,Note:,Complaints should n
30、ot be rude or personal. Tone needs to be balanced.The receiver is clear that there is a problem which needs to be solved, but prompt action on his part will result in future business.,Chapter 3 Business Correspondence,Overview, letters, emails11 April, 2012,尼德兰王国 （简称-荷兰）Holland 荷兰 the Netherlands 首都
31、：阿姆斯特丹 荷兰有“风车之国”、“牧场之国”、“郁金香王国”的美誉。 荷兰简称是“NED”， NED是荷兰语国名“Nederland”的缩写。 荷兰皇家石油与英国的壳牌两家公司合并组成,Royal Dutch Shell plc, commonly known as Shell, is a global oil and gas company headquartered in The Hague, Netherlands and with its registered office in London, United Kingdom.,It is vertically integrated
32、and is active in every area of the oil and gas industry, including exploration and production, refining, distribution and marketing, petrochemicals, power generation and trading. It also has major renewable energy activities, including in biofuels, hydrogen, solar and wind power. 它是国际上主要的石油、天然气和石油化工
33、的生产商，在30多个国家的50多个炼油厂中拥有权益，同时也是全球最大的汽车燃油和润滑油零售商。它亦为液化天然气行业的先驱，并在融资、管理和经营方面拥有丰富的经验。,From: http:/ National Petroleum Corporation (CNPC) and Shell China Exploration and Production Company Limited (Shell) today signed a Production Sharing Contract (PSC) for shale gas exploration, development and producti
34、on in the Fushun-Yongchuan block in the Sichuan Basin, China. 公司名称： 中国石油天然气集团公司 外文名称： China National Petroleum Corporation（缩写CNPC）,Apologies,A thank you to the sender A show of understanding and an explanation An apology if the receiver is at fault An outline of action taken/ to be taken.,Sample:,wa
35、rehouse: a storehouse for goods n. 仓库；货栈；大商店 e.g. warehouse stock warehouse supervisor/ keeper,token n. 表征；代币；记号 e.g. as a token of as a token of friendship as a token of recognition,3.6 Letters of Persuasion,outsource vt. 把外包 outsourced adj. 外包的The company began looking for ways to cut costs, which
36、 led to the decision to outsource. outsourcer n.,expertise n. 专门知识；专门技术；专家的意见 technical expertise 专业技术 e.g. She was not an accountant and didnt have the expertise to verify all of the financial details.,Persuade people in writing,Have a good idea Get someone to agree to change a deadline Would like
37、someone to come to a meeting,Persuade people to change their current thinking and agree with you.,3 ways to persuade people:,Credibility Reputation, expertise, past achievements Emotions Quite effective (if used in right situation) Logical arguments based on facts Common Statistics, examples, past e
38、xperience, comparisons, etc. reason,OR used all these methods,AIDA,A-attentionI-interestD-desireA-action,Chapter 3 Business Correspondence,Letters of persuasionApril, 2012,Exercises:,Opening or introduction- _reference to our telephone conversation today With _ I _ earlier about (mention) As mention
39、ed _ in my previous e-mail (indicate) Asindicated _ we _ on the phone (discuss) Asdiscussed 按照您的要求 (vt./ n.) As you requested/ your requirement,Tips:,引入主题的句子可以被写在信件的开头，但一般情况下，with regard to 不能用于信件的开头。,Tell Good News:,I am pleased/ delighted/ happy to tell/ inform/ advise you that,Tell Bad News,I reg
40、ret/ am sorry to tell/ inform/ advise you thatWe regret that,Situations:,（complete these sentences using phrases for referring and giving good or bad news.） a. _ your order for some cupboards, _ we have had to increase the price.b. _your application for a post as secretary, _that we would like you t
41、o start work as soon as possible. c. _ your application for a post as secretary, _that you were not successful.d. _ our telephone conversation this morning, _ that your car is now ready for you to collect.,We are unable to We are able to We have been forced to ,Situations: You cannot lower your pric
42、es. We regret that we are unable to reduce our prices. You have had to raise your prices because the government has increased the sales tax. We have been forced to raise our prices because the government has increased the sales tax.,Situations:,However, you can give them a discount of 5% if their or
43、der is more than $8,000. We are able to give you a discount of 5% if your order is more than $8,000. With regard to their second question, you cannot accept payment in Egyptian pounds but you can accept US dollars or Euros. We are sorry that we are unable to accept payment in Egyptian pounds but we are able to accept US dollars or Euros.,Thank you for listening!,
