商务英语写作 chapter 11PPT课件

.,1,Chapter11LettersofApology&Congratulation,.,2,Toerrishuman.Everyonemakesmistakes.Inthebusinessworld,losingacustomercanbeextremelycostly.Ifyoumakeamistake,abusinessapologyletteriscrucial.Lettersshouldgenerallybewrittenfromtheperspectiveofthecustomer.,.,3,Somereasonstowritethistypeofletterinclude:,MissinganimportantmeetingPoorcustomerserviceIncorrectdeliveryofproductsShippingdefectivegoodsOverchargeDelayforarefund,.,4,Whenapologizing,Youmustbesincere,direct,andbrief.Reinforcementoftheerrorwouldworkagainstthepurposeofapology.Empathyisthekeytoanappropriateapology.,.,5,Writingsteps:,BeginwithanapologyandrevealthepurposePresentspecificsituationforwhichyouapologizeHopeforunderstandingandforgiveness,.,6,UsefulExpressionsp158,ImustapologizetoyouforIamverysorrythatPleaseacceptmyapologyforIoweyouanapologyforIregretthatPleaseforgivemefor,.,7,UsefulExpressions,Pleasepardon/excuse/forgiveme.Iamtoblame(该受责备,应负责任)forthisunpleasantthing.Ihopeyouwillkindlyforgivemylapseofattention(一时疏忽).Iamsosorrytohaveputyouto/intosomuchtrouble.Isincerelyhopethatyouwillkindlyacceptmyapologies.,.,8,SampleApology,P154,.,9,Apologyletterdamagedgoods,DearSir,Itwasdistressingtolearnthatthechocolateweshippedtoyourfirmlastweekarrivedinbitsandpieces.Peryourrequest,anewshipmentfor30lbs.leftourdockthismorningandisscheduledforaafternoondeliverytoyouonMay26th.Pleaseturnoverthedamagedgoodstothedriveratthetimeofdeliver.Iamsorrythatthisunfortunateincidentoccurredandsincerelyappreciateyourcontinuedpatronage.,.,10,Exercise,.,11,PartIVonp161,WritealetterofapologyWritingsteps:ApologyExplainreasonshopeforunderstandingandforgiveness,.,12,Ex4onp161,DearMr.White,Pleaseacceptmyapologyforhavingmissedyesterdaysmeeting.TheflightfromLondonwasover2hourslatedepartingbecauseoftheheavyfog.Hopingforclearancetotakeoffatanytime,airlineattendantsdidnotallowustoleavetheplanetotelephone.Iamsorryfortheinconveniencecaused.Yourunderstandinginthismatterwouldbegreatlyappreciated.Yourssincerely,.,13,Watch&Answer,Scene1:Whydidtheshopassistantapologize?Scene2:Whatistheproblemofthejacket?Canthecustomergetarefund?Whynot?Whatisthesolutionintheend?,.,14,.,15,TranslationPractice,亲爱的戴维：请原谅我收到您12月7日的来信后迟迟未复。您的来信到来时，我正巧在香港，家人无法及时转递。你的信一直放在我写字台上，直到我回到才看见，拖至今天才回信，深表歉意。这次出去旅行饱览了许多美丽景色，下次见到您时，将告诉您一切。,.,16,SampleWriting,DearDavid:PleaseforgivemefordelayinreplyingyourletterdatedDecember7.Whenyourletterarrived,IwasjustinHongKong.Asmyfamilycouldnotforwardittomeduringmyabsence,ithasbeen,therefore,lyingonmydeskuntilthemomentwhenIcameback.NowthefirstthingIhavetodoistowritethesefewlinestoexpressmydeepregret.Ienjoyedmanypleasantscenesduringmytrip.IshallbepleasedtogiveyouanaccountofthemwhenIseeyounexttime.Sincerelyyours,.,17,.,18,Onspecialoccasions:,WeddingsRetirementPromotionGraduationAnniversaryOthergoodnews,.,19,Lettersofcongratulation,Beginwiththereasonforwriting.Tellhowyoulearnaboutthegoodnewsandmakethereaderfeelcertainthathe/shedeservesthepraise.Endtheletterbyusinganencouragingandconversationaltone.,.,20,Opening:,CongratulationsonIamdelightedtohearthatIwasverypleasedtolearnthatItsapleasuretohearthatIwouldliketoextend/sendmywarmest/sincere/heartfeltcongratulationstoyou.,.,21,Mycolleaguesjoinmeinsendingyouourwarmestcongratulations.Pleaseacceptourheartfeltcongratulationsonyour,.,22,Commentsontheachievement:,Webelievethatyouradvancementproperlyreflectsthequalityanddiligencethathascharacterizedyourworkineveryarea.您在工作中的各个方面都能发挥卓越才能并尽最大努力，今日的升迁是必然的结果。Iknowthatyourenthusiasmandexperienceinyourworkaretheveryqualitiesthatareneededforthisimportantposition.我知道，以您的工作热情和丰富经验，担当这一重要职位是恰当的。,.,23,Close:,Iwishyoueverysuccessinyourfuturecareer.Bestwishesforyourcontinuedsuccess.Welookforwardtoanevencloserassociationinthefuture.,.,24,Informal,.,25,Formal,.,26,SampleCongratulations,P155,.,27,ExIIIonpage161,CongratulationsElectedAppointmentInviewofDeservePromoteAssistanceterm,.,28,TranslatethefollowingcongratulatoryletterintoChinese,热烈祝贺贵公司北京办事处成立。贵公司在中国的发展令人瞩目，良好的前景也让人很受鼓舞。我们万科国际集团所有员工祝贵公司在这一市场的业务蒸蒸日上，顺利成功。,.,29,SampleWriting,PleaseacceptourwarmestcongratulationsontheopeningofyourBeijingOffice.ThedevelopmentofyourbusinessinChinaisveryimpressiveandyourbrightprospectisalsoencouraging.WeatWankeInternationalGroupwishyoueverysuccessinyourincreasedinvolvementinthismarket.,.,30,.,31,Thedeathofapartner,employee,clientorcustomercanbeadevastatingblowforanybusiness.Itisappropriatetoexpresscondolencessincerelyandcompassionatelyuponlearningthatabusinesscolleaguehassufferedapersonaltragedyofthismagnitude.Writeacondolenceletterwithsensitivityandmakeitmorepersonalthanatypicalbusinessletter.Thepersonalandheartfeltwordsofcondolenceserveasatributetothedeceasedandwordsofcomforttothebereaved.,.,32,Condolenceletters吊唁,哀悼,Beginwithadirectstatementofsympathy.Concentrateonpositivememoriesandpositivedevelopmentsthatmaylieinthefuture.Offerwishorhelp.,.,33,Adirectstatementofsympathy,得知深表关切：WewereverysorrytolearnofIwasdeeplydistressedtohearofIwasdeeplyconcernedwhenIlearnedthat惊闻逝世，深致哀悼：WewereshockedtohearofthesuddenpassingofIwasindeedgrieved(deeplydistressed)tohearoftheuntimelypassingofItiswithgreatsorrow(regret)thatwehavereceivedthesadnewsofthelossof,.,34,Positivememoriesandpositivedevelopments,Ihadtheprivilegeofknowinghimformanyyearsandalwaysadmiredhisintegrityandhighqualityofbusinessconduct.,.,35,wishorhelp,Weareallprayingforyourquickandcompleterecovery.Iwishyouacompleteandspeedyrecovery.PleasefeelfreetocontactmeifIcanbeofsomehelp.IfthereisanythingIcandotohelpyou,pleaseletmeknow.Mystaffjoinmeinconveyingoursinceresympathytomembersofhisfamily.Pleaseconveyoursympathytohisfamily.Pleaseextendourprofoundsympathytoeveryoneinyourfamily.,.,36,TranslatethefollowingletterofSympathyintoChinese