实用商务英语写作课件-Unit 6 Social Correspondence (II)

1、Unit 6 Social Correspondence (II) Tasks nLetter of Congratulation nLetter of Thanks nLetter of Complaint nLetter of Apology Tasks of Letter of Congratulation 1. Introduction 2. Principles 3. Layout 4. Samples 5. Exercises 6. Case study Introduction nLetter of congratulation is common in social conta

2、cts, and it is very useful for expressing good wishes on some social occasions. It can be divided into two types: formal and informal. . In the former case, we often use invitation cards and in the latter one we use just common letters. nSending letters of congratulation is considered as a thoughtfu

3、l gesture, which will help to nourish interpersonal and inter-company relationships. nAfter receiving a letter of congratulation, you should write a reply expressing thanks. Of course, it should be short and clear. Principles na) A letter of congratulation should make receivers feel certain that he

4、or she deserves the recognition; nb) The congratulatory note should be brief and pithy; nc) A letter of congratulation should be sent as soon as possible; nd) The message should carry a tone of being positive, natural, warm and sincere. Layout nAt the beginning of a letter, congratulatory messages s

5、hould be conveyed. If necessary, tell how you learnt about the good news. nThen, explain the reasons why sending the letter of congratulation. nDont forget to express how happy you are for him/her. nFinally, end the letter with best wishes. Dear * Congratulations on your recent promotion to (positio

6、n) ! I know how hard you have worked to earn the recognition you presently enjoy at (name of firm) , and I feel that they are very wise in having made their choice. I believe that you will excel in your new role as (position) . Please accept our best wishes for your success in your new position. Exp

7、ress your congratulations at the very beginning. End with best wishes a manager Maggie: State the reason for congratulation and convey the praise. the manager! PPG Company Layout Sample of Letter of Congratulation congratulations on ones award Dear Mary, It is very gratifying to know that you receiv

8、ed an award of outstanding performance at such a multinational corporation. I am always deeply impressed by what you have done to make the firm productive and profitable over last five years. The award will give pleasure to people who know you and your work in todays business circle. Congratulations

9、! I wish you good luck in the coming year and look forward to cooperating with you in the near future. Warm regards and best wishes! Yours faithfully, Phillip Sales Representative AAA Group Sample of Letter of Congratulation congratulations on ones new business Dear Mr. Hadson, On looking through to

10、days newspaper, I learnt with great delight that you have started your own business, a coffee shop. I am so proud of you that I write to congratulate on you without any hesitation. I know this has meant years of hard work on your part, and it is a big goal you have achieved. I believe that your new

11、business will be a great success and I sincerely hope that you will find in this new venture the happiness and satisfaction that you deserve. My very best wishes! Sincerely yours, Mike Exercises 1. Translate the following sentences into Chinese: 1) Many thanks for your letter of congratulations on m

12、y promotion. 感谢您来信对我的晋升表示祝贺。感谢您来信对我的晋升表示祝贺。 2) Thank you very much for the card. You are so thoughtful. 谢谢你的贺卡。你真是个有心人。谢谢你的贺卡。你真是个有心人。 3) I look forward to making the most of the opportunity to contribute to the success of our company. 我希望充分利用此次晋升机会为公司的兴旺发达作出贡献。我希望充分利用此次晋升机会为公司的兴旺发达作出贡献。 Exercises 2

13、. Translate the following sentences into English: 1) 祝贺你所取得的成功。 Congratulations to you on your success. 2) 我要为你的成功向你表示热烈的祝贺。 I would like to convey my warm congratulations to you on your success. 3) 我们祝你们俩幸福到永远。 We wish you both a lifetime of happiness. Exercises 3. Complete the congratulation lette

14、r according to the Chinese information: Dear Yuan Xiao, I have just heard from a former classmate that youve got your 1. _(文学硕士文学硕士) . 2. _(祝贺祝贺)！I have seen you work hard in your studies in the past years and I 3. _(非常钦佩你非常钦佩你). I believe you will be successful 4. _(文学领域文学领域). Wish you an even 5. _

15、(光明的未来光明的未来). Yours, Lin Li Exercises 3. Key: n1. Master of Arts n2. Congratulations n3. admire you very much n4. in the field of literature n5. brighter future Case Study nWrite a congratulation letter according to the Chinese information given below. 约翰听到罗斯被提升为ABC公司的销售经理，写信 给她表示祝贺，认为该公司有这么一位积极进取、勤

16、奋 努力的人负责销售运作真是幸运。并祝她未来取得更大 的成就。 Answer for Reference Dear Rose, I was pleased to hear that you had been promoted to sales manager of ABC Company. Congratulations! ABC Company is certainly lucky to have such an aggressive and hardworking person in charge of its marketing operations. Wish you even gre

17、ater success in the future. Yours, John Tasks of Letter of Thanks 1. Introduction 2. Principles 3. Layout 4. Samples 5. Exercises 6. Case study Introduction nA letter of thanks is used to thank somebodys care, support and help. nLetter of thanks is a common letter for expressing gratitude to individ

18、uals or groups，which are frequently employed in social intercourse. nLetter of thanks goes well beyond just simply thanking someone, but showing ones respect. nSuch letters can help to create a fine interpersonal relationship, foster a warm friendship, and enhance a business partnership in social en

19、vironment. Principles na) A letter of thanks should be worded appropriately, for most people can sense the sincerity from it; nb) The content of a letter of thanks should be clear, concise, and avoid being longwinded; nc) The letter should be written and mailed timely in a respectful manner; nd) Add

20、ress the letter to a specific person, not to an organization; ne) A letter of thanks should be written in a natural, warm and friendly tone. Layout nAt the beginning of a letter of thanks, tell the receiver what you are grateful for. nThen, project your gratitude by describing the details of the occ

21、asion. nA letter of thanks should be closed with a couple of sentences, for example sending best wishes. Sample of Letter of Thanks Thanks for congratulations on promotion Dear Mr. Lin Thank you for your letter conveying congratulations on my promotion and your support that will help me to ease the

22、burden. The new post is really demanding and challenging, especially for expanding the Asian market which requires total commitment. However, I am going to give it my all. I truly appreciate your consideration for my promotion and look forward to your continued support and future cooperation. Cordia

23、lly yours Ning Zhou DDC Company Sample of Letter of Thanks Thanks for congratulations on award Dear Ms. Ma Many thanks for your thoughtful notes and nice words about the award presented to me. Of course, I am happy with the award. However, I regard such an award as the achievement of the whole team

24、and the people who cares about me, like you. It is very kind of you to support me from the other side of the world, which I am so appreciated. Thank you again for your good wishes and may our pleasant friendship continue to expand in future. I am looking forward to meeting you and working with you.

25、Yours truly, Qi Shen Sample of Letter of Thanks Thanks for offering information Dear Chris, Thank you for your letter, enclosing brochures concerning the introduction of your company. You tell us the relevant information about the products and services you are providing, for which we are very gratef

26、ul. This information is definitely helpful to increase our future cooperation and we look forward to the new business prospect to our mutual benefit. Yours faithfully, Bill MacDonald Sample of Letter of Thanks thanks for warm reception Dear Tony, I am writing to thank you for you warm reception to m

27、e and my delegation during the visit to your company. I had very much enjoyed the time we spent together at the company, especially the interesting discussion which was very informative and useful. I was particularly impressed by your techniques, strategies and management applied in your overseas bu

28、sinesses. I am looking forward to your early visit to our company, so that I will be able to receive you and pay back some of the hospitality I received during my short stay in your company. With 30-years rich experience in this industry for both of our firms, we can look forward to mutually benefic

29、ial cooperation in the future. I am looking forward to your early reply. Warm regards, Geoff Green Exercises 1. Translate the following sentences into Chinese: 1) This is to thank you for your cooperation on this matter. 感谢您在此事上对我的协助。感谢您在此事上对我的协助。 2) Id like to take this opportunity to express my gr

30、atitude to your help. 我想借此机会感谢您对我的帮助。我想借此机会感谢您对我的帮助。 3) Your kindness is highly appreciated. 非常感谢您的好意。非常感谢您的好意。 Exercises 2. Translate the following sentences into English: 1) 感谢您在过去对我的帮助。 Thank you for your help in the past. 2) 对您在百忙之中抽出时间为我写推荐信，本人感激不尽。 I am most obliged to you for your taking time

31、 out of your busy schedule to write the letter of recommendation. 3) 为我安装那些漂亮图片，您真是考虑得太周到了。 Its thoughtful of you to load the beautiful pictures for me. Case Study nDirections: Write a letter of thanks according to the following situation. Once you were ill and were hospitalized for a few weeks in t

32、he Chaoyang Medical Center, Taiyuan, Shanxi Province. During your stay the entire staff were kind to you. When you came back home, you wrote them a letter of thanks. Write your letter in no less than 150 words. Do not sign your own name at the end of the letter; use Li Ming instead. You do not need

33、to write the address. Answer for Reference June 12, 2014 Dear Sir/Madam, Im writing to extend my heartfelt thanks to all the nurses and doctors in your hospital. Last month, while I was on a business trip in Taiyuan, Shanxi province, I suffered from a bad cold and a fever, so I was sent to Ward Rom

34、201, Chaoyang Medical Center. During my stay at hospital, nurses on duty patiently took my temperature, regularly examined my body, and often fed meals to me. In addition, doctors prescribed me the most effective drugs and gave the best medical advice. Thanks to the constant care from the hospital s

35、taff, I recovered quickly. Now that I have returned home, the excellent service of your hospital still impresses me. I believe that as patient, I have received the most professional treatment and the most considerate care. Please allow me to convey my sincere greetings toward the doctors and nurses

36、that contribute all their efforts, patience and energy to their patients. Nothing can express my gratitude except my best wishes to them. If you have anything that needs my help, please dont hesitate to contact me. Yours sincerely, Tasks of Letter of Complaint 1. Introduction 2. Principles 3. Layout

37、 4. Samples 5. Exercises 6. Case study Introduction nLetter of complaint is very commonly seen in daily life. nIf you are unhappy or dissatisfied with the goods or services you have purchased or received, you can write to customer service department to lodge a complaint. nYou can convey your feeling

38、s such as anger, unhappiness, dissatisfaction and inconvenience in a letter of complaint, hoping that the quality of both goods and services will be improved soon. Principles na) A letter of complaint should be brief and written on time; nb) Write the complaint letter to the person who is working at

39、 the department of customer service; nc) It would be better to focus on one complaint or problem per letter; nd) Emphasize the solution and compensation; ne) If there are several points to mention, youd better list them orderly; nf) Theres no need to send a copy to a third party, such as consumers a

40、ssociation, when writing a complaint letter to a company for the first time. If the problem cannot be resolved by the company, you can search for the assistance from the third party; ng) There should be no threats and abuses; nh) The tone of complaint can be either mild and polite or direct and stro

41、ng. Layout nAt the beginning of the letter body, the nature of complaint should be described, such as product defect, product damage, unsatisfactory services, unpleasant experience you have encountered, inconvenience caused and so on. nYou need to describe the incident in detail, including date, loc

42、ation, personnel, etc. nRequest corrective action at the end of the letter, and claim for refund or replacement. nIt may also include a demand for a prompt reply or an expression of confidence that the company will handle the matter satisfactorily and fairly. Sample of Letter of Complaint complaint

43、about a product Dear Sir, Mobile Phone Model No. 0000 I am writing to complain about the poor performance of your mobile phone I ordered from your on-line store yesterday. A couple of days ago, I came across a piece of news about the sales promotion of your mobile phone. I was so attracted by your a

44、dvertisement that I placed an order. However, after I had used it for a short while, it did not work at all. So, I had to switch it off with extreme disappointment. I decided to return it to your store and request you to replace it with a brand new one with best quality, or else, a quick refund will

45、 be highly appreciated. Regards, Bill Sample of Letter of Complaint complaint about a service Dear Sir, Much to my regret, I am writing to make a strong complaint about the impolite treatment that my friends and I received when we visited your coffee shop last Sunday evening. It is said that the ser

46、vice of yours is big-league. However, we just received unexpected ill-mannered reception that night. One of the shop assistants, whose badge number was 003, served us rudely when he was asked to serve us tea and coffee, which totally ruined our good mood. I think it was his duty to serve us well and

47、 make us have an enjoyable evening at the coffee shop, but he just turned a deaf ear to our requests and acted in an impolite manner. We wish you would train your waiters and waitress well. Otherwise, you may lose your customers in no time. I trust you will give this complaint your prompt attention

48、and improve your service as soon as possible. Yours sincerely, Kelly Smith Exercises 1. Translate the following sentences into Chinese: 1) I would like to see a prompt settlement of the issue. 希望这件事情可以尽早得到解决。希望这件事情可以尽早得到解决。 2) We are far from satisfied with the service you offer. 我方对你方提供的服务深感不满。我方对你

49、方提供的服务深感不满。 3) Your assistants foolish actions could well contribute to hurting genuine customers to your store. 贵店店员的愚蠢行为只会伤害贵店的真诚顾客。贵店店员的愚蠢行为只会伤害贵店的真诚顾客。 Exercises 2. Translate the following sentences into English: 1) 贵方若能更换发错的货物，我将不胜感激。 I should be obliged if you would replace the goods you deliv

50、ered with the correct ones. 2) 对于这批瑕疵货物，贵方若能全数退还货款，我们将不胜感激。 We should be grateful if you would give me/us a complete refund for the defective goods which were delivered 3) 在此提请贵店注意对顾客的服务态度。 By writing you this letter I only mean that you should pay attention to your service for your customers. Case

51、Study Directions: 假定你是尹丽音女士。你与假定你是尹丽音女士。你与“春秋旅行社春秋旅行社”签订了一份赴签订了一份赴 以色列旅游的合同，但你碰到了许多不尽人意、令人烦恼的问以色列旅游的合同，但你碰到了许多不尽人意、令人烦恼的问 题。如：题。如： 1. 航班延误航班延误 2. 酒店太少酒店太少 3. 饮食不佳饮食不佳 4.导游讲解内容不详细导游讲解内容不详细 5. 减少某些旅游点减少某些旅游点 6. 增加购物次数增加购物次数 你写信给你写信给“春秋旅行社春秋旅行社”设诉，他们未按合同办事，要求设诉，他们未按合同办事，要求 赔偿。赔偿。 Answer for Reference D

52、ear Sir or Madam, I am writing this letter to complain about the service of your travel agency. I made a contract to travel to Israel with you Spring and Autumn Travel Agency. I looked forward to a happy travel. However, I came across a lot of the problems which were far from satisfaction, such as d

53、elayed flight, too few hotels, bad food, tourist guides explanation with few details, reduction in some tourist spots, increase in shopping frequency. I paid a lot for my travel and expected excellent service from such a well-known travel agency. I hope you will take your commercial reputation into

54、account and fulfil our contract. I would appreciate it if you could give compensation for my loss. Yours sincerely, Yin Linyin Tasks of Letter of Apology 1. Introduction 2. Principles 3. Layout 4. Samples 5. Exercises 6. Case study Introduction nLetter of apology is a kind of social letter conveying

55、 apologies to customers for inconvenience or unhappiness caused to customers by low quality products or bad services. nWhen receiving complaints from clients, it is necessary to take quick action to remedy the problems. nA letter of apology may have a positive effect, because it will be helpful for

56、removing a barrier. nAlthough a letter of apology does not have any particular rules on how to write them, it takes a lot of hard thinking about the feeling of the person being offended. Empathy is the key to an appropriate apology. Principles a) Choose words carefully and get the words right to sat

57、isfy customers emotions; b) Show your understanding of your customers position and your attitude really counts; c) Write a letter of apology as soon as possible with dignity; d) If it is an occasion that evokes regrets or disappointments, project a natural warmth and sincerity; e) Express yourself c

58、learly and briefly and keep the expression short, direct and to the point; f) Use general terms to avoid reinforcing the unpleasantness for the mistakes; g) The tone of a letter of apology should be considerate and respectful. Layout nIn the beginning, it is necessary to admit the mistake you made a

59、nd make sincere apology to customers. nAnd then, the solution to solve the problems should be provided to remedy the situation, such as replacement or refund. nYou should also mention about the wish for being forgiven as a closing. Sample of Letter of Apology apology for complaint about a product De

60、ar Mr. White, We received your letter of complaint as well as the returned product on June 5, 2013. We apologize to you for any inconvenience you may have suffered and we promise that an incident like this will never happen again. Please accept our sincere apology and excuse us for unsatisfying qual