卓越英语综合教程-第2册book2unit

Unit6Listening能够听懂有关预约的英语表达。Speaking学会与预约相关的英语表达，能够进行相关话题的日常对话。ReadingIntensiveReading：本文描述了在业务出现问题时，不同的公司对待顾客的两种截然相反的处理方式，并分析了这两种方式对其品牌所带来的影响。通过学习本文，要使学生了解顾客对企业的重要性。

ExtensiveReading：本文介绍了东西方企业在应对经济危机时，对雇员的不同处理方式，分析了产生这两种不同方式的原因，并预测这种差异将逐渐缩小。教学过程中，可使学生查找2008年经济危机的相关资料，了解此次经济危机发生的原因及影响；同时要引导学生体会东西方经济文化的差异。

AppliedReading：本文是一篇代序。通过阅读本文，要求学生了解序言的基本内容和语言特点。BasicWriting了解商务信函的作用、分类和基本内容，掌握商务信函的基本写法。LanguageGuideGrammarFocus：掌握it的用法。WordBuilding：掌握常见的表示相关、倾向、材质的形容词后缀。

Objectives4SectionAListening1235SectionBSpeakingSectionCReadingSectionDPracticalWritingSectionELanguageGuideHighlightsSectionAListeningTopicIntroductionWarm-upActivitiesPronunciationGuideSentencesDialoguesPassage

想使你的生活变得轻松、快捷吗？那就预约(makeareservation)吧！通过预约，可以节省时间，提高生活效率。你可以向剧院预订演出票，向餐馆预订座位，向酒店预订房间，还可以预约医生、理发师、律师。似乎一切都可以预约！但预约之后，不要轻易取消(cancel)，否则，你可能会损失手续费(processingfee)哦！TopicIntroduction1.login/register2.Personalinformation3.Confirm4.onlinepayment5.Selectpaymentmethod6.SucceedWarm-upActivitiesGroup1/w/and/j/

1.Be

(/w/,/j/)tohear,slowtospeak.2.She’sgoingto

(/w/,/j/)andhe’sgoingto

(/w/,/j/).3.Ionlyhadstrawberry

(/w/,/j/)forbreakfast.4.HeplannedtocrossthePacificby

(/w/,/j/).5.In1945,Japanese

(/w/,/j/)toChina.PronunciationGuide1.swift(/w/)2.Yale(/j/),wail(/w/)3.yoghurt(/j/)4.yacht(/j/)5.yielded(/j/)Group2/w/and/r/Thenewrecruitsarenotusedtothe

(/w/,/r/)disciplinesofthearmy.2.Thereisno

(/w/,/r/)roadtolearning.3.Abirdinthehandis

(/w/,/r/)twointhebush.4.Aroundthe

(/w/,/r/)rockthe

(/w/,/r/)boxrolled.5.The

(/w/,/r/)canvas

(/w/,/r/)aroundpowerpole.1.rigid(/r/)2.royal(/r/)3.worth(/w/)4.rugged(/r/),warped(/w/)

5.wet(/w/),wrapped(/r/)Group3

/r/and/l/1.Therickety

(/r/,/l/)rattledrightandleft.2.Ribbons

(/r/,/l/),ribbonsloose,hairuntied,what’syourexcuse?3.Reallemon,real

(/r/,/l/),whichwouldyoupickeverytime?4.Rotten

(/r/,/l/)reallyreeks.5.Tipandtap,

(/r/,/l/)and

(/r/,/l/),lipandlap.1.ladder(/l/)2.rolled(/r/)3.lime(/l/)4.lettuce(/l/)

5.rip(/r/),rap(/r/)/w/,/j/,/r/,/l/

的发音对比相同点：四者发音时气流均较弱，摩擦较小；/w/,/j/都是半元音，发音介于元音与辅音之间，较为短促，必须很快地与后面的元音拼读。不同点：/w/是双唇音、半元音。发音时，双唇撅起，呈小圆形，声带振动。

/j/是硬腭音、半元音。发音时舌尖靠近下齿龈，但不紧贴，舌位较高；双唇平展，口微开，气流通过口腔时可有轻微的摩擦。

/r/是后齿龈音、摩擦音。发音时，双唇撅起，舌尖卷起，停在口腔中央，不贴在任何部位，气流由舌面和硬腭之间流出。

/l/是齿龈音、边音。发音时，舌尖抵上齿龈，口型自然，气流由舌侧流出。/l/一般在词首发音清楚，在词尾或在辅音前发音含糊。Couldwehaveatablebythewindow?

A.Allright.2.Whatkindofroomdoyouwant?A.I’dlikeasuitewithanoceanview.3.WhatflightstoLondondoyouhavetomorrow?

A.Wehaveflight1076and1091.

4.WhenamIsupposedtocheckin?

B.Thecheck-intimeis8:45.5.Haveyougotanyvacanciesfortonight?

C.Yes.Whatkindofroomwouldyoulike?SentencesDialoguesNewWordsflight

n.

航班checkin

到达并登记vacancy

n.

空房Dialogue1M:Hello,I’dliketobookatableforthreethisevening.W:Whattimewouldyoulikethereservationfor?M:7wouldbebest,ormaybe7:30.W:Pleasegiveyourname,andat7thiseveningwe’llhaveatableforyou.Q:Whatisthemandoing?Dialogue2W:HongdaHotel.CanIhelpyou?M:HereisBeijingBusinessBureau.I’mcallingtomakeareservationofaroom.W:Whatkindofroomdoyouwant?M:Adoubleoneformeandmyhead,Mr.Wang.Q:Whatdoesthemanwanttobook?ScriptDialogue3W:Hello,BeijingHotel.WhatcanIdoforyou?M:Ihaveareservationtonight.Ineedtocancelthat.Ihavehadalast-minutechangeofplans.W:Isee.Yourname,please?Andwouldyoulikemetorescheduleyouforanothernight?M:MichaelLee.I’llletyouknowasearlyaspossible.Q:Whatdoesthemanwanttodo?Dialogue4M:Goodmorning.ImadeanappointmentwithMr.Smithat10.W:MayIknowyourname,sir?M:IamBrianStock,managerfromABCcompany.W:Followme,please,Mr.Stock.Mr.Smithiswaitingforyouinhisoffice.Q:Whatcanwegetfromthedialogue?Dialogue5M:I’dliketobookaticketonFlight5215toHongKongonFebruary16th.W:Sorry,sir.We’vebookedupon16th.Butwestillhaveafewseatsavailableon17th.M:OK.Iwilltakeit.Q:WhenwillthemanleaveforHongKong?1.A.Heisbookingatablefordinner.2.D.Onedoubleroom.3.A.Tocancelhisreservation.4.B.Mr.StockcomestomeetMr.Smith.5.C.OnFebruary17th.

1.wouldbebest2.makeareservation3.last-minute4.madeanappointment5.bookaticketAnswersPassageNewWordsprivatetour独立成团duration

n.持续时间confirmation

n.确认join-intour散客成团submitvt.提交deposit

n.订金

Nowadays,onlineorderingisoneofthemostconvenientwaystobookatour.Whilebookingonline,firstyoushouldmakesurethetypeofthetouryouaregoingtotake:privatetours,smallgrouptoursorjoin-intours.Next,fillintheordersheetwherethepriceandtourdurationaremarkedandsubmitit.Thetotalcostwillbecalculatedautomatically.Aftersubmittingyourorder,anordernumberwillbecreated.Pleaserememberthisnumberbecauseyouwilluseittocheckyourorderconfirmation.Yourorderwillbeconfirmedbythetravelagencywithin24hours.Ifyourorderisconfirmed,youwillberequiredtomakeadeposit.Therewillbealinkreferringyoutothepaymentwebpage.Afterthedepositispaid,thetravelagencywille-mailyouafinalconfirmationofallthebookingdetails.Itmeansthatyouhavesuccessfullybookedatour.Script1.Howtobookatouronline.2.Three.1.F

2.T

3.F1.onlineordering2.ordersheet3.makeadeposit4.bookingdetailsAnswersSectionBSpeaking

SituationalDialogues

HumorousStoryEasyLearningSituationalDialoguessuite

n.套间deluxe

adj.豪华的rate

n.价格，费用courtyard

n.

庭院discount

n.折扣refundable

adj.可退还的NewWordsandPhrasesDialogue1NotesWehavesinglerooms,doublerooms,suitesanddeluxesuitesinChinese,Japanese,British,FrenchandPresidentialstyles.我们有单人房、双人房、套房以及中式、日式、英式、法式和总统豪华套房。2.Wecangiveadiscountof15%ifyoubookacommonone.如果您订不面向庭院的普通英式套房，有15%的优惠。Activities(R=Receptionist,S=Mr.Smith)R:Hello,BeijingHotel,reservationdesk.CanIhelpyou?S:Yes.I’dliketomakeareservationofaroomfromJuly10to15.R:Whatkindofroomwouldyoulike,sir?Wehavesinglerooms,doublerooms,suitesanddeluxesuitesinChinese,Japanese,British,Frenchandpresidentialstyles.S:AdoubleroominChinese,please.Whatareyourrates?R:650yuanforonenightforadoubleroominChinesestylefacingthecourtyard.Wecangiveadiscountof15%ifyoubookacommonone.S:OK.I’dlikeonefacingthecourtyard.Bytheway,doesthepriceincludethebreakfast?R:Sure.And,sir,weneedaone-nightdeposit.S:DoIhavetopayadeposit?IfIcancelthereservation,canIhavearefundformydeposit?ActivitiesR:Ifyoucancelyourreservationwithin3days,yourdepositisfullyrefundable.Weonlychargeasmallamountforprocessingfee.S:That’sreasonable.R:Couldyougivemeyourname,please?S:ThelastnameisSmith.R:Mr.Smith,doubleroominChinesestylefacingthecourtyardfromJuly10to15.Welookforwardtoingyou.airways

n.航空公司departure

n.起程，离开Houstonn.休斯敦boundfor(准备)前往economyclass经济舱NewWordsandPhrasesDialogue2Notes1.Myname’sCathyJonesandI’mtaking

flightNo.644boundforHoustononthe

23rd.我的名字是凯丝·琼斯，我订了23号飞往休斯顿的644号航班。2.Yes,thereareafeweconomyclassseats

left.IsthatOKforyou?是的，还有一些经济舱的座位。您看可以吗？(A=Assistant,E=ElizabethBrown)A:Goodmorning,FriendshipClinic,whatcanIdoforyou?E:Morning.ThisisElizabethBrown.IhavemadeanappointmentwithDr.Smithat2pm,butIhavehadalast-minutechangeofplans.CanIrescheduleforSaturdayafternoon?A:Letmehaveacheck.Er,Iamsorry,butDr.SmithisfullybookedonSaturday.E:Oh,thenwould2:30tomorrowafternoonbeconvenientforDr.Smith?A:Unfortunately,Dr.Smithhassomepersonalaffairstodealwithandcan’tmakehousecallstomorrowafternoon.Whatabouttomorrowmorning?E:I’mafraidIamnotfreetomorrowmorning.CanhesparesometimeonSundayafternoonat3o’clock?A:That’sOK,MsBrown!Dr.Smithwillbeavailablethen.Activities

HumorousStoryActivitiesI.1.Whywastheagentatalossforwords?

BecausethereisnoplacenamedHippopotamus.2.Whydidn’tthewomantelltheagenttheplaceshewantedtogodirectly?

Becausesheforgottheexactnameoftheplace.HippopotamusActivitiesII.Keywords:

awoman,reservation,goto,Hippopotamus,agent,ataloss,sure,can’tfind,retort,silly,scour,Buffalo,biganimalSuggestedanswer:AwomancalledtobookaflighttickettoHippopotamusofNewYork.Theagentwasconfusedbecausehedidn’tknowthattherewasatownnamedHippopotamus.Helookedupeveryairportcodeinthecountrybutcouldn’tfindaHippopotamusanywhere.Then,hesearchedamapofNewYorkthoroughlyandaskedifthewomanwantedtogotoBuffalo.Thewomanreplied,“That’sit!Iknewitwasabiganimal!”①standing②makeyourway③stayaway④keepquiet⑤tryingto⑥makeit⑦comingaround⑧soalone⑨pulledout⑩pickoutEasyLearningLoveStory

SectionCReadingIntensiveReadingExtensiveReadingAppliedReadingIntensiveReadingExercisesWarm-upExercises

TextVocabularyWarm-upExercises

I.1.对待每一位顾客，要像对待给你签工资支票的人……因为他们的确是。

2.照顾好一位顾客，比10000美元的广告还超值。

3.如果我们不关心顾客，有人会的。

4.顾客是你上班的原因。如果他们走了，你也得走。

5.忠诚的顾客，他们不仅会回来，不仅仅向别人推荐你，他们还坚持让他们的朋友和你做生意。

6.永远不要小看一位愤怒的顾客的力量。

7.顾客的投诉是我们值得学习的教科书。

8.如果你开始认为你的顾客是障碍，你就要有麻烦了。

9.你是在服务顾客，不是执行死刑。学着喜欢你的工作吧。

10.洗手间总能体现你的公司是否关心顾客。UnhappyCustomers≠BrandTerrorists

Everydayandineveryway,mistakesaremadeinbusiness.Unplanned,unforeseenandcertainlyundesirable,theycanupsetemployees,customersandothervictimsinabigway.It’sapartofgrowingupandbeinghuman.Butwhatdistinguishesvariousorganizationsishowtheydealwiththeseproblems.Therearetwoclearextremes:thosefirmsthatdenytheproblem,andthosethatdoeverythingtosolveit.Theformerareprobablythemostcommon.VocabularyStructureNotesText

Deniersknowthatmistakescantakeplace,sometimestoofrequently.Buttheybelievethatthemajorityofcomplainantsareeitherthecauseoftheproblem,orhavegreatlyexaggeratedit.Thebestwaytodealwiththemistostandfirmanddenythatthereisanythingwrong.Theirfinallineofdefencemaybesometinycompensation:asmallamountofmoney,anoffertorepairabrokenproductratherthanreplaceit.Thesemoves,however,willonlyangercustomersfurther.Mostpeoplewantaproblemsolved:theirmoneybackinfull,aworkingmodeltoreplacethebrokenone,orapoliteapology.Furiouscomplainantsusuallyholdouttotheend,andtheycanbequiteresourceful.Somehavediscovered,forexample,thatshareholders’meetingsareexcellentplacestotelltheirstory.VocabularyStructureNotesUnhappycustomerscansoone“brandterrorists”.They’lltelltheirstoryoverandover.Andtheywillswear,aspubliclyaspossible,nevertousetheorganizationagain.Deniersdifferinhowlongtheyholdoutandhowmuchtheycompensateintheend.Butthefinalresultisneveragoodone.Firmsbelongingtotheotherextremehavequiteadifferentphilosophy.Theyareawarethatsomepeoplemakefalseorgreatlyexaggeratedcomplaints.Buttheyknowsomethingdeniersdonot:peopleoftenlikeanorganizationthathascompensatedforamistakebetterthantheylikeditbeforeitevenmadetheerror.Customersseetheseorganizationsasplacesthatmeettheirneeds,andtheirloyaltygrows,ratherthandies.VocabularyStructureNotes

Thebestbusinesses,therefore,arethosethatinstructtheirstafftocompensateunhappycustomers.Forexample,waitersmaybeauthorizedtogivefreebottlesofwine.Somereallybigorganizationshavecentersdedicatedtoregainingunhappycustomers.Sure,therewillalwaysbepeopletryingtheirluck.Butit’smuchbettertoletafewthingsgo.Apotentialbrandterroristcaneasilybeconvertedintoacrusaderforyourcompany.VocabularyStructureNotesPartParagraphMainIdea1Para.1Mistakesoftenoccurinbusinessandtheyareharmful.2Para.2~Para.6Therearetwoextremesofdealingwiththeproblems,whichwillhavedifferenteffectstothecompany.3Para.7Itintroduceshowthebestbusinesseswilldealwithunhappycustomers.StructureTextVocabularyNotesbrand

n.品牌terrorist

n.恐怖分子

terrorismn.恐怖主义unplanned

adj.未计划的，意外的unforeseen

adj.未想到的，始料不及的undesirable

adj.不想要的，不得人心的upset

vt.

使烦恼，使心烦意乱；打乱，搅乱

upsettheapplecart

制造麻烦，打乱计划(或安排等)employeen.

雇员

employeecompensation

职员报酬

employvt.

雇用victimn.

受害者

fallvictim(tosth.)

受伤，受损，被害distinguish

vt.

使有别于，成为……的特征

vt.&vi.

区分，辨别

distinguish...from

使……有别于；区分，辨别

TextStructureNotesVocabularyNewWords

TextStructureNotes

distinguishableadj.

可区别的，可辨别的

distinguishedadj.

卓越的，杰出的various

adj.

各种各样的extreme

n.

极端不同的感情(或情况、行为方式等)，完全相反的事物

adj.

极度的，极大的

intheextreme

极度，极端，非常deny

vt.

否认，否定；拒绝承认，拒绝接受

denyaclaim/acharge/anaccusation

否认某种说法/指控/指责

denydoingsth.

拒绝做某事

denialn.

否认，否定；拒绝接受，拒不承认(令人不快、痛苦的事)solvevt.

解决；解答

solutionn.

解决办法，处理手段；答案，解former

pron.

前者

adj.

以前的majority

n.

大多数，大部分

ina/themajority占多数complainantn.

投诉者，原告

complainvt.&vi.

抱怨，埋怨，发牢骚TextStructureNotesexaggerate

vt.&vi.夸张，夸大

exaggeratedadj.夸大的，言过其实的

exaggerationn.夸张，言过其实defence

n.防御，保护；防御物，防御能力

civildefence民防

defendvt.&vi.防御，保护

defensiveadj.防御的，保护的replace

vt.

更换，更新；代替；(用……)替换

replace...with/by...

用……代替……angervt.

使发怒，激怒

n.

怒，怒火，怒气furious

adj.

狂怒的，暴怒的resourceful

adj.

足智多谋的，机敏的

resourcen.

勇气，才智shareholder

n.

股东

controllingshareholder控股股东differ

vi.

有区别，相异

differfrom与……不同；与……意见不一TextStructureNotescompensate

vt.

给(某人)赔偿(或赔款)

vi.

弥补，补偿

compensatefor

补偿

compensationn.

补偿(或赔偿)物，补偿(或赔偿)金，补偿aware

adj.

知道，意识到

beawareof

意识到

awarenessn.

知道，认识，意识false

adj.

不真实的，错误的；假的，伪造的complaint

n.

投诉，抱怨

makeacomplaint(against)

提出投诉error

n.

错误，差错

inerror

错的；错误地loyalty

n.

忠诚，忠心耿耿

loyaladj.

对……忠诚；信守instruct

vt.

指示，吩咐，命令

instructsb.todosth.

吩咐某人做某事staff

n.

全体职工TextStructureNotesauthorize

vt.

授权，批准

authorize...to

把……授权给

authorizationn.

授权，批准；授权书，批准书regain

vt.

重新获得，恢复(能力或品质等)

regainone’snerve

重新鼓起勇气，振作起来convert

vt.&vi.(使)转变，转化；改变(观点，习惯等)

o/tosth.

把……转变为……

convertinto/tosth.

可转变为某物crusader

n.

十字军战士，(某)运动的参加者inabigway

大规模地dealwith

解决，处理；涉及，关于holdout

维持，坚持；抵抗，幸存intheend

最后，终于；最终，到头来TextStructureNotes

PhrasesandExpressionsNotes

1.Unplanned,unforeseenandcertainlyundesirable,theycanupsetemployees,customersandothervictimsinabigway.由于它们是不可计划、无法预料的，而且必定是不受欢迎的，所以会给雇员、顾客和其他的受害者带来极大的困扰。

unplanned,unforeseenandcertainlyundesirable在句中做状语，表原因。形容词(短语)在句中可用作状语，用来表示原因、方式、让步、条件、结果等。

e.g.1)Afraidofbeinglate,shegotupatfouro’clockinthemorning.因为怕迟到，她凌晨4点就起床了。(表原因)

2)Younginyears,heisoldinexperience.他年龄虽小，但经验丰富。(表让步)

3)Hereturnedfromwar,safeandsound.他安然无恙地从战争中归来。(表结果)TextStructureVocabularyNotes

2.Butwhatdistinguishesvariousorganizationsishowtheydealwiththeseproblems.但是，各个公司的区别就在于他们如何处理这些问题。

what引导的从句在句中做主语，称为主语从句。主语从句做主语相当于单数第三人称做主语，其谓语动词要用单数。由and连接两个或两个以上的主语从句做主语时，谓语动词用复数；而由两个或多个连接词引导一个主语从句时，谓语动词用单数。

e.g.1)Whentheywillstartandwheretheywillgohavenotbeendecidedyet.他们什么时候出发、要去哪儿都还没定。

2)Whenandwherethemeetingwillbeginhasnotbeendecided.开会的时间和地点还没定下来。TextStructureVocabularyNotes

3.Theirfnallineofdefencemaybesometinycompensation:asmallamountofmoney,anoffertorepairabrokenproductratherthanreplaceit.他们防御的底线或许是些微小的补偿，如一小笔钱、修理而非退换破损产品的提议。

ratherthan可起并列连词的作用，连接两个完全对等的语法结构，意为“是……而不是，宁愿……而不愿，与其说……不如说”。它可以连接不定式、名词、形容词、副词、介词(短语)等，但被连接的成分应在词性上保持一致。

e.g.1)Helendecidedtoquitthejobratherthantoaccepttheterm.海伦决定宁可辞职也不接受那个条件。

2)Hewasajustandsoundratherthanalearnedjudge.他作为法官与其说学识渊博，不如说是在办案中比较公正和全面。

3)Wewillhavethemeetingintheclassroomratherthaninthehall.

我们将在教室里开会，而不是在大厅里。TextStructureVocabularyReadingComprehension①differ②deny③solve④caused⑤angrier⑥compensate⑦loyalty⑧regainF、T、F、F、T、TIII.1.Mostorganizationsdenytheproblemandonlyagreetogivesometinycompensation.Sotheywillangerthecustomersfurtherandtheunhappycustomerswillbeunfavorabletotheirbusiness.2.Becausetheyknowthatpeopleoftenlikeanorganizationthathascompensatedforamistakebetterthantheylikeditbeforeitevenmadetheerror,andtheirloyaltygrows.Exercisesdiscover发现：指先于他人首次发现已经存在的东西，或出乎意料地发现。e.g.1)ThenewstarwasdiscoveredbyaChinesescientist.2)Wegotchattinganddiscoveredwe’dbeenatcollegetogether..find发现；找到；查明：指偶然发现，发现某事属实，或经过寻找、研究等才得到了所需要的东西或丢失的东西，强调动作的结果。e.g.1)Ifoundthatletterwhichwasburiedinsomepapersonmydesk.2)Shefounditdifficulttoestablishanewroutineafterretirement.3)Heatlastfoundacluetothepuzzle.detect发现，查明：正式用词，强调经过周密观察或研究而有所获得和发现，尤指发现有意隐藏之物。e.g.1)Theydetectednodefectintheproduct.2)Wecoulddetectnotriumphinhiseyes.VocabularyPractice1.discovered2.detect3.found4.discovered5.found6.discovered7.detect8.foundII.1.furious2.convert3.upset4.various5.resourceful6.majority7.loyalty8.ExtremeIII.

1.

heend4.tookplace5.holdout6.dealwithExercises1.Itisimportanttodistinguishbetweenrightandwrong.2.Thejobwilltakemonthsratherthanweeks.3.Hethrewalltheoldfurnitureaway,andreplacedthemwithbrandnewpieces.4.Thingsintheworlddifferfromeachotherinathousandways.5.Theofficerinstructedthatallthesoldiersgetready.II.1.C2.B3.C4.DTranslationTrainingPartParagraphMainIdea1Para.1TheWestaxesjobswhiletheEastcutspayduringaglobalrecession.2Para.2~Para.3CulturaldifferencescausetheWestandtheEasttoadoptdifferentlaborpracticesandlaborpracticeoftheEastseemsbetter.3Para.4ItgivesjoblessratesofdifferentareastoshowdifferentlaborpracticesoftheWestandtheEast.4Para.5ThegapofthedifferencesinlaborpracticesinEastandWestwillnarrow.ExtensiveReadingStructureACulturalDivide?WhiletheWestAxesJobs,AsiaCutsPayExercises1.

D2.C3.A4.D5.AAppliedReadingNotes

Writingareliablecomputerprogramismuchharder,becausetheprogramneedstoworkeveninthefaceofrandomerrorsandmistakes:Murphy’scomputer,ifyouwill.编写可靠的计算机程序却比较难，因为程序在工作时要面对随机偏差和错误，也就是所谓的“墨菲计算机定律”。

Murphy’scomputer意为“墨菲计算机定律”，指墨菲定律在计算机领域的应用。墨菲定律主要内容是：事情如果有变坏的可能，不管这种可能性有多小，它总会发生。SecurityEngineering—ForewordbyBruceSchneierExercises1.ProgrammingSatan’scomputer.2.Theprogramneedstoworkeveninthefaceofrandomerrorsandmistakes.3.Personalcomputers,browsers,andaGUI.4.Howsomethingcanbemadenottowork.5.RossAnderson.SectionDPracticalWritingBusinessLetterBusinessLetter

商务信函是商务交际的重要工具，其功能是传递业务信息。商务信函种类繁多，如商洽函、询问函、请求函、订货函、任命函、祝贺函、推销函等。

一、商务信函的基本内容

商务信函同私人信函一样，通常由信头、日期、信内地址、称呼、正文、结尾礼词、签名等部分构成。此外，根据需要可添加参考编号、经办人、事由、附言、附件、抄送等要素。信头商务信函一般都印有信头，包括公司的名称、地址、电话号码、传真号及电子邮件地址等，有些会将经营项目、注册商标和公司董事、经理等姓名一并印在信头上。参考编号和日期发信人为了在收到对方回信之后能尽快识别与自己发出的哪一封信有关，收信人在回复时为了使对方能够尽快处理自己的信件，通常都会在各自的信笺上写上参考编号与日期。

信内地址信内地址通常包含收信人的姓名、头衔、公司名称和投递地址等。经办人经办人指公司、机关中负责某一具体事物的职员的真实姓名。有些商务书信不便发给个人，需要发给公司。事由事由又称为“主题”，要简明扼要，直接写明信件的重点，使人不必读完全信即可了解信的内容。签名签名一般包括公司名称、写信人的手写签名、写信人的打印签名、写信人的头衔。附件附件一般包括产品目录、订单、发票、样品或样品图片、价目表、报价单等。

抄送署抄送部分用于告诉收件人还有哪些人收到这封信。二、商务信函的基本格式

商务信函的格式与私人信函的格式基本相同，只是部分格式略有不同。商务信函特有的部分格式如下：参考编号位于信头的最后一行；经办人位于称呼上方；事由位于称呼下方1~2行处；附件在签名下注明，与签名间隔1~2行，从左侧顶格写；抄送位于信件最后的左下角。三、商务信函的常用表达

信头

参考编号和日期

参考编号可由Reference(可缩写为Ref),OurReference,YourReference等引出，可以是英语字母、数字、多种组合或者其他缩写形式。

经办人

经办人可由Attention(of)引出(Attention可以缩写为Attn)。

称呼

DearJack

DearMr./Ms.+姓氏用

DearMadamorSir,DearSir(s)/Madam/Mesdames/Gentlemen,Towhomitmayconcern

事由

事由可由Subject(可缩写为Sub)或者Re引出，也可在事由下加着重号而不用引导词。

正文

商务信函中，习惯上是用客套语先将

收到对方的来信的日期、参考编号、主题及简单内容加以综合叙述，或利用开头语作必要的自我介绍。

结尾礼词

商务信函的结尾礼词较为正式

签名

附件

附件前需要写上Enclosure或其缩写Encl或Enc，如果附件不止一项，应写成Encls或Encs，并应注明有几个附件，以方便收信人查点。例如：Enclosure(1)；Encl:Onecheck;Encls:Catalogueand2Photos。

抄送

抄送内容以CC或者CCto开头。

商务信函的写作要求商务信函写作要注意“7C原则”，即清楚、简洁、正确、具体、礼貌、体谅和完整。

(1)清楚(clarity)：使读者一目了然，没有艰涩难懂或产生误会之处。

(2)简洁(conciseness)：言简意赅地表达所需表达的意思，同时又无损于书信的完整和礼貌。

(3)正确(correctness)：正确的商务信函不仅表现为语法恰当，标点符号和词汇拼写正确，还要求叙述正确，提供的事实和数字无误，写作格式规范、技巧运用恰当以及商业术语正确。

(4)具体(concreteness)：避免采用模糊、大概和抽象的词语和语句，应尽量运用具体的事实和数字，一般使用主动语态来陈述内容。

(5)礼貌(courtesy)：及时是商务信函写作的礼貌之首。此外，应避免使用可能激怒、伤害对方的言辞或语气，语调上要尽可能站在客户的立场上做到互惠互利。

(6)体谅(consideration)：发信人应尽可能从收信人的立场来考虑问题，在分析对方会如何理解信息的基础上，提供其所需要的信息。

(7)完整(completeness)：信函内容必须力求完整，要包括写信人希望收信人做出积极反应的一切情况，或是回答来信所提出的全部问题和要求。I.

ShenzhenMingshangIndustrialCo.,Ltd21C,HangduBuliding,No.1006,HuafuRdShenzhen518031P.R.ofChinaRef:C8310November10,2009BeckmanInstruments,Inc.1120LincolnStDenver,CO80203USAExercisesAttn:Mr.PeterJohnson,SalesManagerDearSirs:Sub:AskingforPriceYourfirmhasbeenmendedtousbyBettyCorp.withwhomwehavedonebusinessformanyyears.Weareinterestedinyourdigitalcameras.Willyoukindlysendtheinformationaboutthepriceandtheafter-salesservice?Yourstruly,SHENZHENMINGSHANGINDUSTRIALCO.,LTDBlackWangBlackWangProcurementManagerCC:ElizabethClinton,AccountantExercisesII.EastmanKodak,Inc.2800ForestAvenueDallas,TX75234-7596USARef:C1264(参考编号：C1264)September14,2009

(日期：2009年9月14日)ChangXingCo.,LtdNo.120LishiRdXichengDistrict,Beijing100034P.R.ofChina

(信内地址：中国北京市西城区礼士路120号长兴商贸公司，

100034)Attn:Mr.MichaelLee,ManagerDearSirs:Sub:Quote

(事由：报价)Manythanksforyourinquiryofthel0thofSeptember.(非常感谢贵公司9月10日来函询价).Weencloseourcatalogandpricelist.Ourpricesincludepostageandpacking.Thegoodscanbedeliveredimmediatelyfromstock.What’smore,wewouldgrantyouadiscountifyourquantitywerebigenough.Awaitingyourearlyorders.

(盼尽早下订单).Yoursfaithfully,

(结尾礼词)TomGreenSalesManagerEncls:CatalogueandPriceList

(附件2份：产品目录与价目表)SectionELanguageGuideGrammarFocusWordBuildingThefollowingaresentenceswith“it”.Com