商务交际英语Chapter5Writing Letters to Your Clients and Customer

English&CommunicationForColleges

商务交际英语（上）Chapter5WritingLettersto给客户与顾客的写信5-1SelectingOrderand选择写信顺序并编辑信函格式ObjectivesIdentifytheuseofletters.Selectthecorrectorderforletters.Describethestandardandoptionalpartsofabusinessletter.Usetheblock,modifiedblock,andsimplifiedblockletterformats.Prepareabusinessenvelope.UseofLettersTocommunicatewrittenmessagestopersonsoutsideorganizationmainlyFormallyusedinorganizationUseofLettersWhatdoestheletterheadusuallyinclude?

Thecompanyname,address,telephonenumber,e-mailaddress,logo,andsometimesthecompanyfacsimile(fax）number，thecompanyslogan,orthenamesofcompanyofficialsanddepartments.

Whydoestheletterheadandtheletter’sappearanceimportant?Becauseareceiverstartstoformanopinionofthesenderandthecompanybylookingattheletter.Identifyingtheorderofyourletters

Whatarethetypesofletteryoumaywrite?TheletterswithneutralmessagesTheletterswithpositivemessagesTheletterswithnegativemessages.LetterParts

(SampleonP135)Thenecessaryparts

Dateline日期LetterAddress收信人地址Salutation称呼Body正文

ComplimentaryClose

结尾敬辞SignatureBlock签名栏Referenceinitials

经办人代号(写信人第一个字母，打字人第一个字母）TheoptionalpartsAttentionLine注意行SubjectLine主题行CompanyName公司名称EnclosureNotation附件CopyNotation抄送Postscript附言SecondHeading第二页标示BusinessLetterFormatsLetterformatsIndentedStyle缩行式BlockStyle齐头式MixedStyle混合式BusinessletterformatsBlockformat齐头式alllinesbeginattheleftmarginModifiedblockformat改良齐头式

dateline,complimentaryclose&signatureblockbeginatthecenterSimplifiedblockformat简化齐头式

alllinesbeginattheleftmargin,butomitsalutation&complimentaryclose

Fullblocktype齐头式1.Heading/sender’saddressDateInside(receiver’s)addressSalutation称呼Body正文Thecomplimentaryclose结束语thesignature签名thepostscripttheenclosureBusinessEnvelopesKeythereceiver’spersonal/professionaltitleandjobtitleasthoseinletteraddressKeyaddressinallCAPS&omitpunctuationSinglespace5-2WritingLetterswith含有中性和正面信息的信函的写作ObjectivesPlanletterswithneutralorpositivemessages.Organizeletterswithneutralorpositivemessages.WriteletterswithneutralorpositivemessagesPlanningletterswithneutralorpositivemessagesIdentifytheobjectiveIdentifythemainideaDeterminesupportinginformationAdjustcontenttoreceiverOrganizingletterswithneutralorpositivemessagesMainidea—

clearly&conciselyin1st/2ndsentenceSupportinginformation—clarify&furnishexplanationformainidea&helpthereceiverGoodwillclosing—

a.befriendly,courteous&favorableb.identifyrequiredactionc.usereceiver’snametoformpersonaltouchWritingLetterswithneutralorpositivemessages

Whataretheexamplesofaletterwithneutralmessages?

a.routinerequests

—indirectorder&providedetails

b.claims

—forrefund,exchange,discount,serviceetc.;expectadjustment;positivebutfirmtoneWhataretheexamplesofaletterwithpositivemessages?

a.orders&positiveresponsestorequest

—indirectorder&withdetailinformation

b.goodwillletters

—friendshipletter(congratulations,sympathy,welcome,appreciation)&acknowledgmentletter5-3WritingLetterswith含有负面信息的信函的写作ObjectivesPlanLetterscontainingnegativemessages.Organizeletterscontainingnegativemessages.Writeletterscontainingnegativemessages.Planningletterswithnegativemessagesa.Identifytheobjectiveb.Identifythemainideac.Determinesupportinginformationd.AdjustcontenttoreceiverOrganizingletterswithnegativemessagesA.Neutralopening—establishrapport¬misleadB.Supportinginformation—

reasons(logicalexpla-nation&companypolicy)forreceiver’sbenefit

C.Negativemessage—a.use“if”causeb.usepassivevoicec.focusonwhatyoucandoD.Closing—a.notmentionnegativenewsagainb.notapologizeinclosingc.usesinceretoned.offeranotheroptionOrganizingletterswithnegativemessagesWhatwordsorphrasesshouldbeavoidedintheopeningoftheletterswithnegativemessages?Unable,regrettotellyou,aproblemexists,unfortunatelyOrganizingletterswithnegativemessagesWhatkindofreasonshouldnotbeemphasizewhenstatingreasonfornegativemessages?Citingcompanypolicy,OrganizingletterswithnegativemessagesHowdoweimplythebadnews?

a.use“if”causeb.usepassivevoicec.focusonwhatyoucandod.Avoidusingthepersonalpronounlike“I,me,my,mine,we,us,our,ours,you,your,yours”OrganizingletterswithnegativemessagesHowdowemaintainapositivetuneintheclosingintheletterswithnegativemessages?DonotmentionorremindthereceiverofthenegativenewsagainDonotapologizebecauseyoucannotaccommodatethereceiver.

WritingletterswithnegativemessagesA.Decliningarequest

—reasonsshouldbevalid

B.Refusingcredit—explainreasonstactfullyWritingletterswithbothpositiveandnegativemessages

A.Planning—consultP.156B.Organizing—a.Goodnewsasneutralbeginningb.Reasonsfornegativenewsc.Negativenewsd.GoodwillclosingExercise—Chapter51.

____aretwotypesofroutineletter.orderandfriendshipletterb.claimsandorderc.claimsandfriendshipletterd.claimsandroutinerequests

2.Whataretheproperwaystoimplythebadnewsandtoavoidusingnegative-tonedwords?a.useannegativevoiceb.useclausesc.useanpassivevoiceanduseclausesd.useanpassivevoiceand“if”clause

3.____includesthecompletenameandaddressofthepersonreceivingtheletter.a.theletteraddress.B.thesalutation.C.thecomplimentaryclose.D.thesignatureblock4.A(n)___isincludedintheletteraddresstodirectcorrespondencetoaparticularindividualwhenaletterisaddressedtoanorganization.a.letteraddress.B.salutation.C.attentionline.D.signature.5.The____actsasagreetingtotheaddressee.a.signature.B.letteraddress.C.letteraddress.D.salutation.Answers:1—D;2—D;3—A;4—C;5—DExercise—Chapter56.The_____iseasytopreparebecausealllines,includingthedateline,beginattheleftmargin.A.modifiedblockformat.B.blockformat.C.simplifiedformat.7.whatarethetwotypesofletterswithnegativemessagesaccordingtochapter5?a.ordersandpositiveresponsetoarequest.b.routinerequestsandclaims.c.decliningarequestandrefusingcreditd.friendshiplettersandgoodwillletters.Answers:6—B;2—C8.Businesslettersareusedtocommunicatewrittenmessagestopersonsoutsideanorganization.Lettersarealsousedtocommunicateformalwrittenmessagestoemployeeswithinanorganization.Businesslettersareconsideredtobemoreformalthanmemos.商务信函是用于机构外部的人员交流的一种书面形式。商务信函还用于机构内部雇员之间的正式的书面文件交流。商务信函被认为比便签更正式。9.Alettercontaininganegativemessageconveysnewsthatwilldisappointthereceiver.Lettersthatdenyrequests,declinetosupplyinformation,refusecredit,orrejectaproposalareexamplesofthistypeofletter.Carefulplanningandorganizingarerequiredtoconveythedisappointingnewsandyetmaintaingoodwill.

Exercise—Chapter5

一封含有负面信息的信函传达的是令接收者失望的信息，如：拒绝要求，写局提供信息，拒绝信贷服务，拒绝一项提议。这类信函需要爱惜构思和组织，以在传达令人失望的消息的同时，还能保持善意。

10.

Communic