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;Produc
2、e 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:SpecificMeaningfulAppropriateRelevantThoughtful,2. consider the reader:3.
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:BrainstormingA list of words and phrases (quickly)Mind-mappingMaking notes and linking them together to form a layout5. draft the letter:Do not worry about grammar and spellingGet your thoughts on paper6. revi
4、se 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：professional trainees from s
5、ister 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 calculation 视信的内容是否重要，还可以开头加上URGEN
6、T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 quicklySent easily,poor quality message,Caps lock,Do not write in capital letters.,shouting at people,emoticons,Disadvantages:the receiver may not be
7、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PLSplease,FAOfor the attention of (followed by a persons name)FYIFor your informationFor your reference
8、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 introductionCentral 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会面或接触介绍正在讨论的事情,Sentences and phrases used in
9、 email:- Opening or introduction,Thank you for your letter ofIt 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,With reference to our telephone conversation todayAs
10、 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 (details)-Body,provide informationask for informatio
11、nboth,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 received within seven days, this matter will be place
12、d 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 further information.,Tips:,下列结束语不完整，不要使用：Hope to hear fro
13、m 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 todays meeting notes.今天的会议记录在附件里。,Sentences and phrases used
14、 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 pictures first 请先看附件的照片Please see the attached technical data
15、. 请看附件的技术数据,Tips:,The weakest links in your emails:Wrong time and dateNo greeting and no sign offPoor formattingVague messagesBad grammar, spelling and punctuationJust plain SLOPPY,用语要肯定准确.切忌含糊. E.g.The figures show a significant increase.The figures show an increase of 19%.,KISS,Keep It Short and S
16、imple保持短小精悍I should be very gratefulPleasepurchase, endeavor, commence, terminatebuy, 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 will be conducted by Adrian Chan.Adrian Chan will conduct the seminar.,作业中的
17、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 Invoice 商业发票Bill of Lading 提单Insurance Policy/Insurance Certificate 保险单Packing List
18、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, sight 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
19、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 da
20、te）;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 StoresRoyal Dutch ShellExxon Mobil BP Sinopec Group China National Petroleum State Grid MAERSK,Chapter 3 Business Correspondence,3.4 Good News and Bad News Letters28 March, 2012,3.4 Good News and
21、 Bad News Letters,Good news:Order some goodsConfirm a contractWish to say thank youNeutral news:Technical specificationConfirm shipping arrangements,PositiveBrief,Bad news:Refuse credit facilitiesIncrease the price of goods or servicesComplain about sth,negative,3.4.1 Good news letters,Direct approa
22、chBegin by stating exactly what the letter is about.Ends with a goodwill message.,3.4.2 Bad news letters,Less directlessen the impactBuffer statementStart with sth positive or at least neutralFollowed by an explanation and background informationBad newsCloses with a positive goodwill message,Sometim
23、es the format may need to be changed:,The receiver already knows that bad news is on the wayYou are dealing with a person who has not paid for goods despite several reminders,More direct approach (not include a buffer statement),P31 -sample,A minimum of :至少，最少的I am looking forward to providing you w
24、ith high quality products with a minimum of delay.ReviseThey realized that some of their prices were higher than their competitors and revised prices accordingly.,Inflationprice inflationinflation pressureraw materialdispatchingdispatching systemdispatching center,3.5 Letters of Complaint,Complain a
25、bout:Poor goods and servicesApologize for the complaint,tricky,Complaint concerning:,Inconformity：Wrong goodsQualityQuantitySurplus goods delivered Shortage in delivery,Complaint concerning:,Manufacturer DeliveryDamaged goodsBad packingNon-deliveryDelayed deliveries Uncompleted workDelivery chargesP
26、oor 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 order through delay in delivery,Personal complaints 个人投诉,E.g.Complaining regarding vegetable soup quality Missing mileage requested t
27、o airlineComplaint about insurance claim,Techniques to write complaints,Explanation (background information),Action (deadline),Warning,P32-sample,articles: n. 文章；物品；条款；语 冠词e.g. journal articlehousehold articlesarticles of incorporation/ association,transit n. 运输；经过vt. 运送vi. 经过e.g. in transitrail tra
28、nsitmass transitpublic transitroad transit,scuff vt. walk without lifting the feetvi. 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）e.g. to score a treeScore 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
29、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 not 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 pa
30、rt 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：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 glo
31、bal oil and gas company headquartered in The Hague, Netherlands and with its registered office in London, United Kingdom.,It is vertically integrated and is active in every area of the oil and gas industry, including exploration and production, refining, distribution and marketing, petrochemicals, p
32、ower 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 Ex
33、ploration and Production Company Limited (Shell) today signed a Production Sharing Contract (PSC) for shale gas exploration, development and production 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
34、 to the senderA show of understanding and an explanationAn apology if the receiver is at faultAn outline of action taken/ to be taken.,Sample:,warehouse: a storehouse for goods n. 仓库；货栈；大商店e.g. warehouse stockwarehouse supervisor/ keeper,token n. 表征；代币；记号e.g. as a token ofas a token of friendshipas
35、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 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
36、to verify all of the financial details.,Persuade people in writing,Have a good ideaGet someone to agree to change a deadlineWould like someone to come to a meeting,Persuade people to change their current thinking and agree with you.,3 ways to persuade people:,CredibilityReputation, expertise, past a
37、chievementsEmotionsQuite effective (if used in right situation)Logical arguments based on factsCommonStatistics, examples, past experience, comparisons, etc.reason,OR used all these methods,AIDA,A-attentionI-interestD-desireA-action,Chapter 3 Business Correspondence,Letters of persuasionApril, 2012,
38、Exercises:,Opening or introduction-_reference to our telephone conversation todayWith_ I _ earlier about (mention)As mentioned_ 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 re
39、gard to 不能用于信件的开头。,Tell Good News:,I am pleased/ delighted/ happy to tell/ inform/ adviseyou that,Tell Bad News,I regret/ am sorrytotell/ inform/ adviseyou thatWe regret that,Situations:,（complete these sentences using phrases for referring and giving good or bad news.）a. _ your order for some cupbo
40、ards, _ we have had to increase the price.b. _your application for a post as secretary, _that we would like you to 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 f
41、or you to collect.,We are unable to We are able to We have been forced to ,Situations:You cannot lower your prices.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 th
42、e government has increased the sales tax.,Situations:,However, you can give them a discount of 5% if their order 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!,
