《外贸英语函电》模块一 外贸函电写作的基本要义

外贸英语函电EnglishCorrespondenceforInternationalTradeModule1FundamentalsofBusinessLetterWriting模块1外贸函电写作的基本要义Learning

Goals01Knowaboutthebasicstructureandformatofbusinesslettersandemails.02Getfamiliarwith

the7Cswritingprinciplesinbusinessbusinesscorrespondenceandbeablerevisemessagesbasedonthem.03Beabletoapplyproperstructure,formatandwritingprinciplestoactualbusinesscorrespondence.Task1WritingaBusinessLetterTask2WritingaBusinessEmailTask3PrinciplesofBusinessWriting目录Lead-inSituation:You'reasalesperson.You'renowgivenatasktowriteanemailtoyourclient.Questions：Doyouthinkyoucanwriterandomly,ordoyouneedtofollowsomekindofstructureandformat?Whatarethegeneralpurposesofthebusinesswriting?Tofulfillthesepurposes,whichprinciplesshallwefollowinbusinesswriting?01Task1WritingaBusinessLetter子目录Structureofabusinessletter1LayoutofaBusinessLetter2

Thestructureandformatofbusinessletterare

constantlychangingininternationaltrade.Forinstance,withthedegreeoffamiliarityincreasingbetweentradepartners,businessletterbecomeslessformalthanbefore.However,therearestillsomeusualpracticesthatshouldbefollowedintermsofstructureandformat.

Task1WritingaBusinessLetterSection1StructureofaBusinessLetterSampleGuangzhouSunshineToyCompanyRoom1816,Floor18,BuildingB,GuangzhouToysCityNo.39Southlielarl&Road,YuexiuDistrictGuangzhou,Guangdong510010,ChinaTel:00862083280068;Fax:00862083281168E-mail:gzstc@;Website:

Ourreference:WF/0316June4,2021DavidAdamSmithPurchasingManagerImportingDepartmentAmericaThomasTradingCo.,Ltd.No.1207DennyStreet,SeattleCityWashington27532,U.S.A.Tel:0120632765588Fax:0120632766688E-mail:thomasusa@Website:http://www.Attention:ImportingdepartmentSubject:ConfirmingorderandsendingcontractDearMr.DavidSmith1.Letterhead信头。2.Referencenumber（发文编号/参考号）3.Date日期4.Insidenameandaddress(信内姓名及地址)5.Attentionline(送交人、送交部门、主办人、主办部门)6.Subjectline（主题）7.Salutation（称呼）LotsofthanksforyourletteronJune3.Wetakepleasureinconfirmingyourorderfor20,000piecesofanimalplushtoysatUSD9.5perpieceCIFSeattle.Nowwearesendingyouthesalescontractonthisorder.

WewoulddrawyourattentiontotheirrevocableL/Catsightcoveringtheabovegoodsmustbeopenedwithoutdelaysothatwecanarrangeshipmentassoonaspossible.What'smore,pleasemakesurethatthestipulationsintheL/CareinexactconformitywiththeonesinourS/Ctoavoidsubsequentamendments.

EnclosedarewithourS/CNo.256induplicate.Wewillappreciateitifyoucouldcounter-signthemandreturnonecopytousforourfile.Wesincerelyhopethistransactionwillpaveasmoothwayforourfuturedealings.

YoursrespectfullyMabelLiMabelLiSalesManagerExportingDepartment8.Body（正文）9.Complimentaryclose（结尾敬称）10.Signature（签名）Referencenotation:MI/sw

Enclosures:Salescontract(2copies)

CarbonCopy:Generalmanager

Postscrip:Otherdocumentswillbeairmailedtoyou11.Referencenotation（经办人代号/口述人及打印人）12.Enclosure(附件)13.CarbonCopy（抄送）14.Postscrip（备注、附录）PartsinastandardbusinessletterNecessaryPartsOptionalPartsLetterhead3.Date4.Insidenameandaddress7.Salutation8.Body9.Complimentaryclose10.Signature2.ReferenceNumber5.AttentionLine6.SubjectLine11.ReferenceNotation12.Enclosure13.CarbonCopy14.PostscriptHeadingorLetterhead信头apre-printedheadingon

documentslikeletters,memos,andnotesHeadingcancreateatypicalidentityorvividimageofacompany.Itbearsbasicinformationofthecompanysuchasname,logo,address,postcode,telephonenumber,faxnumberemail,website,etc.AnexampleofheadingChinaPetroleumGuangzhouBranchRoom3802,Floor38,PetroleumBuilding,No.198EastXiaogangRoad,HaizhuDistrict,Guangzhou,Guangdong510541,ChinaTel:+862085668590;Fax:+8685668592mail:cpgzb@Website:2.Referencenumber

（发文编号/参考编号）appearsontheleftmarginwithoneortwolinesbelowtheletterhead,nomatterwhichformatisused.oftenusedforidentifying,filingandtracingbackinthefuture.Itusuallycontainsdepartmentalcode,chronologicalnumber,etc.marked“Ourref:”and“Yourref:”toavoidconfusion.Ourref:WF/0604Yourref:DF0905Ourref:WF/ml0604Yourref:DF/ds09053.Date日期oftenlocatedbelowreferencenumberwithoneortwolines;itappearsontheleftmarginorinthemiddleright.providestheevidenceorreferenceoftimewhentheletteriswritten;consistsofday,monthandyearRecommendedOctober12,201912October2019Acceptable,butnotrecommendedOctober12th,201912thOctober2019Oct.12,2019Oct.12th,2019Notacceptable2019/10/122019-10-122019.10.1219/10/1210/12/201910-12-201910.12.201910/12/19October,12th,2019October,12,2019Examples1Examples2DavidAdamSmithPurchasingManagerImportingDepartmentAmericaThomasTradingCo.,Ltd.No.1207DennyStreetSeattleCityWashington27532U.S.A.Ms.JaneSmithSalesManagerTextileImportandExportCorporationNo.31WestGreenStreetFlorida33402U.S.A.4.Insidenameandaddress信内姓名及地址Itbeginswithoneortwolinesbelowthedateandshouldalwaysbeleft-justified,nomatterwhichformatyouareusing.Itincludesthereceiver'sbasicinformationsuchasname,address,telephonenumber,email,etc..TheAttentionLine(Optional)经办

Attentionlineisplacedontheleftmarginwithoneortwolinesbelowtheinsidenameandaddress.

Usage:guidethelettertoaparticularpersonordepartment.Examples:Attention:Mr.David,PurchasingManager;ATTN:Mr.David,PurchasingManagerForattentionofMr.David,PurchasingManagerAttention:ImportingDepartment6.Subjectline主题ontheleftmarginorinthemiddle

withoneortwolinesbelowtheattentionline,sometimesinthemiddlebelowthesalutationwithoneortwo-linespace.Itcallsthereceiver'sattentiontothetopicoftheletter,anditcanalsoserveasaguideforfiling.TheSubjectofthelettermaybeemphasizedbyunderlying,usingboldfont,italicizedorCAPITALLETTERS.Examples:(1)Subject:ConfirmingOrderandSendingContract(2)Subject:ConfirmingOrderandSendingContract

(3)Subject:ConfirmingOrderandSendingContract(4)Subject:CONFIRMINGORDERANDSENDINGCONTRACT(“Subject”isalsowrittenasSUBJECT;Sub.;Re.;SUB;RE.)7.Salutation称呼followsthesubjectlinebelowonelineanditisalwaysleftjustified,nomatterwhichformatyouareadopting.usedtogreetthereceiverandservesaspoliteness.usuallybeginswith“Dear”followedby“Receiver'sname”withtheofficialtitle,jobtitleorprofessionaltitleifany.Theformofsalutationdependsonhowwellthewriterknowsthereceiver.8.Body正文oftenpositionedeitherontheleftmarginorindentedfour-letterspaceontheright;itappearsoneortwolinesbelowthesalutation.themostimportantpartofabusinessletterandexpressesthewriter'sideas,opinions,purposesandwishes,etc.includesthreeparts:opening,middleandclosing.Thebodyisthemainpartofaletter,andthereforeshouldbecarefullyplanned.9.Complimentaryclose结尾敬称belowthelastparagraphofthebodywithoneortwo-linespace.usedtoconveythewriter'scourtesyandrespecttothereceiver.Asapolitewayofendingtheletter,itshouldmatchtheformofsalutationandthesignaturePunctuationWithcomma“,”(Br.E)Withcolon“:”(Am.E)WithoutpunctuationSalutationDearMr.DavidSmith,DearMr.DavidSmith:DearMr.DavidSmithComplimentarycloseYoursrespectfully,MabelLiYoursrespectfully,MabelLiYoursrespectfullyMabelLi10.Signature签名locatedbelowcomplimentarycloseleavingoneortwolines;ontheleft-justifiedorinthemiddleright.givestheauthoritytothecontentsoftheletterorconfirmsthelegalpoweroftheletter.SignatureexampleYoursrespectfullyMabelLiMabelLiSalesManagerGuangzhouSunshineToyCompany11.Referencenotation经办人代号/口述人及打印人Itisontheleftmarginwithoneortwo-linespacebelowthesignature.Itindicateswhoshouldtaketheresponsibilityfortheletterifanydisputehappens.Itismadeupoftheinitialsofthepersonwhodictatedtheletterandtheinitialsofthetypistorsecretarywhotypedtheletter.Note:Thedictator'snameandthetypist'snamearedividedbyaslash“/”orcolon“:”.Forexample,ifthedictatorisMabelLiandthetypistisSusanWu,wemaywrite:ML/SW;ML:SWML/sw;ML:swml/sw;ml:sw12.Enclosure附件Itappearsontheleftmarginwithoneortwo-linespacebelowthesignature.Itremindsreceiversthattherearedocumentsattachedtotheletter.Examples:Enclosure/Encl/Enc:Salescontract(1copy)Enclosures/Encls/Encs:Salescontract(2copies)13.Carboncopy副本抄送positionedontheleftmarginbelowtheenclosurewithoneortwolines.informsthereceiverthatyoualsodistributethecopiesofthelettertootherpeoplewhenyouaresendingthislettertohim.Ifyoudonotwantthereceivertoknowtowhomelseyousendthisletter,youcanusethefunctionof“b.c.c.”(shortfor“blindcarboncopy”)tosendthecopies.CarbonCopyBlindCarbonCopyCopytoMr.Stephen/GeneralManagerCC:Mr.Stephen/GeneralManager(Cc,cc)BCC:Mr.Stephen/GeneralManager(Bcc,bcc)

CopytoGuangzhouSunshineToyCompanyCC:GuangzhouSunshineToyCompany(Cc,cc)BCC:GuangzhouSunshineToyCompany(Bcc,bcc)

14.Postscript附言left-justifiedfollowingcarboncopybyoneortwolines.useddeliberatelytodrawthereader'sattentiontoapointthewriterwishestoemphasizeorsomethingheforgetstomention.shouldbeavoidedusinginbusinessletters,sinceitmaysuggestyouarethoughtlessorpoorlyplanning.Ifsomethingimportantisforgottentomention,itisproposedthatyouretypeitinsteadofusingpostscript.Example:P.S.:Thesamplewillbemailedtoyouwithinthreedays.Section2LayoutofaBusinessLetterUsually,thewayoflayingaletterincludeslinespacing,indenting(缩进),underlying,capitalizingandsoon.Althoughformalityinmodernbusinesslettertendstobecomelessconventional(传统的)andmoreconversational(非正式的),itstillfollowsamoreorlesssetpatterndeterminedbycustom.Manybusinesscompaniesadoptaparticularformatorlayoutofaletterandstandardizeitthroughouttheentireorganization.02Task2

WritingaBusinessE-mailSampleRecipient

（收件人）Ifwewanttosendtomultiplerecipients,wecanseparatethembyusingacomma(,)orasemicolon(:).CC:WhenanemailisCC'd,itmeansthatitiscopiedtooneormorerecipients.Boththemainrecipient(whoseaddressisinthe“To:”field)andtheCc'drecipients(whoseaddressisinthe“Cc:”field)canseealltheaddressesthemessagewassentto.BCC:Whenamessageisblindcarboncopied,neitherthemainrecipientnortheBcc'drecipientscanseetheaddressesinthe“Bcc:”field.2.Subject（主题）

oftendetermineswhetheranemailisopenedandhowtherecipientresponds.(1)Alwayswriteasubjectline.Althoughemailsystemsallowustosendanemailwithoutasubject,anemailwithablanksubjectlinewilllikelygetdeleted,lost,orimmediatelyirritatetherecipient,whoisforcedtoopentheemailtofigureoutwhatit'sabout.(2)Keepitshort.

Atypicalinboxrevealsabout60charactersofanemail'ssubjectline,whileamobilephoneshowsjust25to30characters.Nowadaysemailsareveryoftenopenedonmobiledevices,whichmeanslongersubjectlineswillgetcutoff.

Itissuggestedthatwegetrighttothepointinaboutsixtoeightwords.NotrecommendedRecommendedSubject:ProposalSubject:ProductXYZCaseStudyProposalSubject:ElectronicToysConferenceSubject:Invitation:ElectronicToysConference,GuangzhouAug14-16(3)Beclearandspecificaboutthetopicoftheemail.Thesubjectlineshouldcommunicateexactlywhattheemailisaboutsothattherecipientcanprioritizetheemail'simportance.Avoidwritinggenericandvaguesubjectlines;instead,trytomakethemshortbutinformative.(4)Indicateifyouneedaresponse.

Ifyouneedaresponse,makeitclearinthesubjectlinebysaying“pleasereply”or“thoughtsneededonXXXtopic.”Ifnot,simplystartthelinewith“Pleaseread,”oraddan“FYI”totheend.(5)Setadeadlineinthesubjectline,ifnecessary.

“PleasereplybyFriday.”3.Body

（正文）Thebodyofaformalemailtypicallyelaboratesonthepurposeoftheemail.Althoughthebodycontainsdetailedinformation,it'simportanttowriteclearlyandconcisely.Anotherimportantaspectforwritingthebodyoftheemailischoosingtherightfont,size,color,andspacing.Font（字体）:ForwritingemailsinEnglish,hereisthelistofsomewebsafefonts—akaemailsafefonts—thatwemayusewitha100%guaranteethattheywillrenderinusers'inboxesjustlikeweplanned:

Arial,TimesNewRoman,Verdana,CourierNew,Tahoma,Georgia.fontcolor:It'ssuggestedthatwekeepthenumberofcolorstoaminimum,withnomorethan3colorsinouremail.Useaboldfont,

adifferentfont,redcolor

orCAPITALLETTERSonlyifwewanttohighlightonesentenceoraphrase.4.Closing

（结束敬语）Theclosingwechooseshouldmatchthetoneoftherestoftheemail.Formal:“Sincerely”“Thankyou”Lessformal:

“Cheers”“Talktoyousoon!”“Seeyoulater!”.(Thisissimilartowritingabusinessletter.PleaserefertoTask1formoredetails.)5.Signature

（签名）=thesender'sname(firstandlastname),+title+companyname,etc..signatureblock(签名档,apersonalizedblockoftextautomaticallyappendedatthebottomofan

email

message):usuallycontains:FirstnameandlastnameTitleorpositionCompanynameContactinformation:phonenumber,emailaddressetc.Linkstocompany'ssocialmediaplatformsAcompanylogoAheadshot(头像).

Astrongemailsignatureis:attention-gettingprofessional.notflashynotblandLimityoursignaturetothreeorfourlinesoftext.Toomanylinesoftextwillmakeitoverstuffed.Includeacoloredimage(sender'sheadshotorlogoofthecompany).People

remembervisualsbetterthantext.6.Attachment（附件）attachedtoemailmessages,therebyincreasingthepotentialvalueorbenefitofthatmessagetotherecipient.maybefilesofdifferentformats,sizes,andcontents.canbeintextfiles,documents,spreadsheets,andPDFforms.

Inthebodyoftheemailmessage,weshouldtelltherecipientwhetheranattachmentisincluded.Ifyes,wemaysay:Pleasefindtheattached...(salesreport/proposal/quotation/picture/price-list)for...(yourreview/reference/approval/records/signature).Pleasefindtheattachedfileyourequested.Pleasechecktheattachmentfordetails.Theattached...shows...Ihaveattached...Theattached...includes...Tipsonattachments:Theuseoftheword“enclosed”isinappropriateinelectronicmedia.(Theword“enclosed”isusedwhenusingpapermail.)Avoidattachingveryheavyfilestoemail,unlessverynecessary.Itcouldbefrustratingfortherecipienttodownloadheavyfiles.Incasesweneedtosendanyattachments,itisimportanttomentioninthebodyoftheemailmessagethenumberoffilesattached.MoreTipsonwritingabusinessemail:Tomakeiteasierfortherecipienttoputtheemailinfolders,it'salsosuggestedthatweavoidunrelatedmattersinoneemail.Wemaysendseparateemailsfordifferentmatters.

Don'thijackathreadononetopictodiscussanothertopic.Startanewemailthreadinstead.Use“ReplyAll”onlywhentrulyneeded.Noonelikesthepersonwhoclogstheinbox.Retainthethread(电子邮件线程):Whenrespondingtoanemail,includepreviousmessagesandaddourresponsetothetop.Anemailthreadisanemailmessagethatincludesarunninglistofallthesucceedingrepliesstartingwiththeoriginalemail.Thethreadisusefulforthereaderstocheckwhathasbeendiscussed.02Task3

PrinciplesofBusinessWriting7CWritingPrinciplesCompletenessCorrectnessConcretenessClearnessConcisenessCourtesyConsiderationTips:ProvideallnecessaryinformationAnswerpreciselyallquestionsaskedGivesomethingextrawhendesirableIncompleteexpressionCompleteexpressionIwouldliketosincerelyinviteyoutotheproductfair.Iwouldliketosincerelyinviteyoutotheproductfair,whichistobeheldinGuangzhouInternationalExhibitionCenterat9:00a.m.onMarch10.Completeness

（完整性）Completenessmeansthatabusinesslettermustcoverallnecessaryinformationandrelevantdatathatreaderswouldliketoknow.VagueModifiersHowtoAvoidVagueModifiersassoonaspossible;inthenearfuture;soonStateanexactdateortime.betterProvidespecificinformation.bigStatethesizeormeasurement.fastStatetheexactrateofspeed.fewStateanumber.goodDescribefully.highStatetheexactheight.littleDescribethesize.longStatethedistanceormeasurement.manyStateanumber.moreStatethedifferenceinnumbers.mostQuoteanexactnumberorpercentage.severalStateanumber.slowStatetheexactrateofspeed.

2.Concreteness（具体性）Concretenessmeansthatabusinesslettershouldbespecific,definiteandvivid.Tips:Useprecisemodifiersandmentionspecificfacts,figuresanddates.Usetheactiveverborvoice.Choosevividwords.VagueexpressionsSpecificandPreciseExpressionsWesufferedfromasignificantlossWesufferedfroman80%loss.

Themajorityofourcustomersaresatisfiedwithourproducts.Oursurveyrevealsthat91%ofourcustomersaresatisfiedwithourproducts.

Thankyouforyourorder.ThankyouforyourorderNo.126forrobotcleaners.

Manythanksforyourbeautifulgift.Manythanksforthebeautifulscarf.

Wewishtoconfirmoursalescontractsentyesterday.WewishtoconfirmoursalescontractsentonJuly10.

Ournewproductwillarrivesoon.PleasereturntheformbyMonday,June12.

PleasereturntheformassoonaspossibleOurnewproductarrivesOctober1.

3.Clearness（清晰性）Clearnessmeansthatabusinesslettermustbeclearandeasytounderstand.Thatistosay,thewritersshouldexpresstheirmeaningclearlysothatthereaderscanunderstanditwell.Tips:Avoidusingwordswithmultipleorunclearmeanings.Payattentiontothepositionofmodifiers.Payattentiontothesentencestructure.Don'tputmorethanoneideainasentence.Don'tputmorethanonetopicinaparagraph.Don'tputmorethanonesubjectinaletter.UnclearsentencesClearsentencesAstothesteamerssailingfromShenzhentoToronto,wehavebi-monthlydirectsailingservices.WehavetwodirectsailingseverymonthfromShenzhentoToronto.(note:“twiceamonth”or“oncetwomonths”?)WehaveadirectsailingeverytwomonthsfromShenzhentoToronto.

Weshallbeabletosupply10casesofsportsshoesonly.Weshallbeabletosupplyonly10casesofsportsshoes.

Wesentyou4samplesofthegoodsasrequestedinyouremailofMay6byair.Wesentyou4samplesofthegoodsbyairasrequestedinyouremailofMay6.

Mr.LiwrotetoMr.Hunterthathehadreceivedhisorder.(Note:Whois“he”?)Mr.LiwrotetoMr.HunterthathehadreceivedMr.Hunter'sorder.

Pleaseletusknowwhatyouwishustodoaboutthismatterassoonaspossible.Pleaseletusknowassoonaspossiblewhatyouwishustodoaboutthismatter.3.Clearness（清晰性）Clearnessmeansthatabusinesslettermustbeclearandeasytounderstand.Thatistosay,thewritersshouldexpresstheirmeaningclearlysothatthereaderscanunderstanditwell.Tips:Avoidusingwordswithmultipleorunclearmeanings.Payattentiontothepositionofmodifiers.Payattentiontothesentencestructure.Don'tputmorethanoneideainasentence.Don'tputmorethanonetopicinaparagraph.Don'tputmorethanonesubjectinaletter.UnclearsentencesClearsentencesAstothesteamerssailingfromShenzhentoToronto,wehavebi-monthlydirectsailingservices.WehavetwodirectsailingseverymonthfromShenzhentoToronto.(note:“twiceamonth”or“oncetwomonths”?)WehaveadirectsailingeverytwomonthsfromShenzhentoToronto.

Weshallbeabletosupply10casesofsportsshoesonly.Weshallbeabletosupplyonly10casesofsportsshoes.

Wesentyou4samplesofthegoodsasrequestedinyouremailofMay6byair.Wesentyou4samplesofthegoodsbyairasrequestedinyouremailofMay6.

Mr.LiwrotetoMr.Hunterthathehadreceivedhisorder.(Note:Whois“he”?)Mr.LiwrotetoMr.HunterthathehadreceivedMr.Hunter'sorder.

Pleaseletusknowwhatyouwishustodoaboutthismatterassoonaspossible.Pleaseletusknowassoonaspossiblewhatyouwishustodoaboutthismatter.Table1-84.Conciseness

（简洁性）Abusinesslettershouldexpressmorepossibleinformationinfewerpossiblewords.

Tips:EliminatewordyexpressionsDeleteirrelevantwordsandphrasesUsewordstoreplacephrasesorsentencesDonotuseramblingsentencesUsesinglewordsinplaceofphrasesIncludeonlyrelevantmaterialAvoidInefficientWordsandPhrasesUseEfficientWordsandPhrasesasamatteroffactinfact;indeedatthatpointintimethenatthistime;atthispointintimenowduringthemonthofMayduringMayfortheamountof$550for$550inaccordancewithyoursuggestionasyousuggestedatthepresenttimenowcometoadecisiondecideforthepurposeofforforthereasonthatsince,becauseinaccordancewithaccordingtoinanefficientmannerefficientlyinthenearfuturesoonowingtothefactthat;becauseofthefactthatBecauseAvoidinefficientsentencesUseefficientsentencesUnfortunately,wehavestoppedproducingthistypeofcameraforthereasonthatitssaleswereratherlow.

Unfortunately,wehavestoppedproducingthistypeofcamerabecauseitssaleswereratherlow.

Asperyourrequest,pleasefindenclosedherewithacheckintheamountof$16.Asrequested,Iamenclosingacheckfor$16.

Werequirefull-automaticwashingmachinewhichisofthenewtype.Werequirenew-typefull-automaticwashingmachine.

Iwouldliketotakethisopportunitytotellyouthatwearegratefultoyou.Thankyou.5.Correctness

（正确性）freefromimproperpunctuation,misspellingwords,poorgrammarandbadlyconstructedsentences.accurateininformationTips:

Checkthecorrectnessofthestatement,numericalexpressions,commercialterms,grammar,wordspellingandpunctuation,etc..

IncorrectspellingorusageCorrectspellingorusageIampleasetoacceptyourquotationforourcapingmachine.Iampleasedtoacceptyourquotationforourcappingmachine.

Ourproductsaremuchlowerinpricesthanother.Ourproductsaremuchlowerinpricesthanothers.

Thetwofirstitemsarenotavailableatpresent.Thefirsttwoitemsarenotavailableatpresent.6.Courtesy

（礼貌）Courtesymeansthatabusinesslettershouldbepolite,sincereandthoughtful.Thatmeansweshoulduseapolitetone,words,phrasesandshowasincereattitude.Tips:Use“We-attitude”ifthenewsorinformationisbadforyourbusinesspartners.Iftherecipient'sbehaviorproducesnegativeeffects,we'dbetterselectthepassivevoice

ifwewanttoavoidplacingspecificblameonsomeone.Ontheotherhand,whendescribingsomeone'spositivebehavior,it'sbettertouseanactivevoice.You-AttitudeorPassiveVoice

We-AttitudeorActiveVoiceYoudidnotsendyourpaymentontime.

Wedidnotreceivethepaymentontime.

YoufailedtoopentheL/Contime.

WedidnotreceivetheL/Cuptonow.

Youmadeaverycarelessmistake.

Wefoundthattherewasacarelessmistake.Youfailedtoencloseacheque.

Achequewasnotenclosed.

Youcannothaveadiscountatthistime.I'mafraidadiscountcannotbegivenatthistime.

Youmadeaverycarelessmistakeduringshipment.

Acarelessmistakewasmadeduringshipment.

Yourcomplaintisbeinglookedinto.

Wearelookingintoyourcomplaint.

Thenewmodelwasdesignedbyourtechnicians.Ourtechniciansdesignedthenewmodel.(2)Usemitigation（缓和的语气）:Use:weareafraid,wewouldsay,wemay(or,might)say,we(would)think,itseems(orwouldseem)tous,we(would)suggest.

WithoutMitigationWithMitigationWecannotcomplywithyourrequest.Weareafraidwecannotcomplywithyourrequest.

Ourproductsaretheverybestonthemarket.Wemightsaythatourproductsaretheverybestonthemarket.

Wehavenotyethadyourreply.Itappearsthatwehavenotyethadyourreply.

(3)Usepositivetone,wordsandphrasesinsteadofnegativeones.NegativePositiveYoufailedtogiveusthespecificationsofthesofathatyouordered.Willyoupleasegiveusthespecificationsofthesofathatyouordered?

Wewillnotcompensateforyourlossbecausewedidnotreceiveenoughevidence.Youwillbecompensatedforyourlossifyoucanprovideuswithenoughevidence.

Yourletterisnotclearatall;Icannotunderstandit.PerhapsyoucouldwriteyourletterclearlyandthenIcanunderstanditcorrectly.

Wedonotmakeexchanges(换货)withoutreceipts.Withyourreceipt,youmayexchangeyourpurchase.

Lucy,youmadeseriousmistakesinyourreport.Lucy,pleaserechecktheaccuracyofyourreport.

(4)Usepolitewordsandforms.Changethecommandtone(命令语气)intorequestingtone(请求语气);changeimperativesentences(祈使句)

intogeneralquestions(一般疑问句).

CommandTone,ImperativeSentencesRequestingTone,GeneralQuestionsYououghttotellusmoredetailedinformationaboutyourrequirement.

Willyoupleaseletusknowmoredetailedinformationaboutyourrequirement?YououghttoacceptthetermsofpaymentasstipulatedinS/C.

ItseemsbetterforyoutoacceptthetermsofpaymentasstipulatedinS/C.WewouldlikeyoutoshipthegoodsbeforeJuly1.

WouldyoupleaseshipthegoodsbeforeJuly1?WewillhavetocancelyourorderbecauseyoufailtoopentheL/Cintime.

Wouldyoutellusifthereissomethin