商务英语写作实训-Chapter-3-refusal-letter

RefusalLettersObjectivesWriteagoodbuffertoreducethenegativeimpactofthebadnewsComposeappropriatelettersofrefusalUseindirectapproachinwritingbad-newsmessagesContentsGetStartedComposeYourMessageSampleStudyReadforReferenceCheckYourselfLead-inDearMr.Lockett,Itisagreatpleasuretoreceiveyourfirstorderfor60dozentoys.ButweareverysorrytoinformyouthatyourorderNo.3268hastobecanceledasyouhaven’treachedourminimumamountforeveryorder.Inanefforttominimizeshippingandofficecosts,wehaveestablishedUS$6,800astheminimumamountforeveryorder.Thesavingsthatresultfromthiscompanypolicyarepassedontoourcustomers.ProvidedthatyousupplementyouroriginalordersothattheminimumfigureisUS$6,800,wewillbedelightedtoprocessitimmediatelyandshipitasrequired.Lookingforwardtoyourfavorablereply.YourssincerelyCindyWuSalesRepresentativeAnyProblems?ListentoMr.TutorialCommentsCindy’stoneismuchmoreoffensiveandobjective.Cindyhasalottolearninherprofessionalattitudeaswellasherwritingskills.CindyneedstoaddsomeexplanationsforherrefusalAndtheexplanationfortherefusaltakestheYou-attitudeinsteadofWe-attitude.Weshallbehappytoseeyoutakeadvantageofoursavingsplanbyincreasingyourordertotheminimum.Ofcoursewecanalsotakeyourorderasitstands,andthenwewilladdahandlingchargeof$90.Pleaseletushaveyourpreferencesoastoenableustoprocessitimmediatelyandshipitasrequired.RevisedVersionComposeYourMessageHowtowriterefusalletters?Thepurposeofabusinessistoprovideservicestothecustomersandmeettheirdemands.Onlybysodoingcanabusinesssurviveandthrive.Butnobusinesscanmeetallthedemandsofallthecustomersallthetime.Inotherwords,abusinesssometimeshastosay“no”toitscustomers.Step1Beginwithabuffer☺bestnews☺appreciation☺factsofproblem☺anapology…Step2Step3Step4Explaintherefusalwithgoodreason☺tactful☺logical☺convincinglyStatetherefusal☺badnews☺constructivesuggestions

Closepositively☺aforwardlook☺analternativetotherefusal☺goodwishes☺Freebies☺ResaleorsalespromotionBufferabufferisapartthatgoesbeforethebadnews,whichcanreducethenegativeimpactofthebadnews.AbuffershouldnotbemadetoolongandwordyItshouldberelevantandconcise.e.g.Weappreciateyourconcernaboutthequalityofourproducts.(showingappreciationofthereader’searlierwriting)2)Youhaveeveryrighttoexpectthebestservicewhenyouhaveplacedyourorderssooften.(demonstratingyourunderstandingofthereader’sproblem)PossibleBuffersforOpeningBad-NewsMessages1.Bestnews:startwiththepartofthemessagethatrepresentsthebestnews.2.Compliments:praisethereceiver’saccomplishments,organization,orefforts,butdosowithhonestandsincerity.3.Appreciation:conveythankstothereaderfordoingbusiness,forsendingsomething,forshowingconfidenceinyourorganization,orforprovidingfeedback.4.Agreement:makearelevantstatementwithwhichbothreaderandreceivercanagree.5.Facts:provideobjectiveinformationthatintroducesthebadnews.6.Understanding:showthatyoucareaboutthereader.

7.Apology:ifyoudoapologize,doitearly,briefly,andsincerely.

WritingApproachofRefusalLettersSampleStudy

DearMr.Stone,ThankyouverymuchforyourletterdatedSeptember7,2008.Wehavemailedyouallthebrochuresandpriceinformationyouneed.Thankyouforyourproposaltobeourexclusiveagency.Yourannualreporthasbeencarefullyread.AlltheBoardmembersareconvincedwhatasuccessfulcompanyyoursisandwhatawonderfulbusinesspartneryouwillbe.Butunfortunately,wehaveestablishedalong-standingrelationshipwithHongKongJUNJIECompanyandgrantedittherighttobeoursoleagencyinChina’sMainlandandHongKongSAR.

Beginwithabuffer:somethingagreeableforboththesenderandtherecipientExplainingthereasonsdirectlyandtactfullyWehavetothereforerejectyourproposalwithsomanyregrets.Toreturnforyourkindness,wepromisetoofferyouthebestpricesfortheproductsyouareinterestedin.

Bestwishesforyourcontinuedsuccessinbusinessandlookforwardtohearingfromyouagain.

YourssincerelyBobChan(signature)SalesManagerImplyingthebadnewsandofferingConstructivesuggestionsoralternativesClosingpositivelytokeepthegoodwilloftherecipientWriteYourMessageSituation

ABCBankhasofferedyouthepositionofMarketingManager,butyoufoundanotheropportunitywhichofferedyouhighersalaryandmoreconvenienceinlocation.WriteapoliterefusallettertoMs.CrusefromABCBanktoturndownthejob.Waysofthinking1.Beginningwithsomethingagreeableforboththesenderandtherecipient2.Explainingthereasonsdirectlybuttactfully3.Implyingtherefusalandofferingconstructivesuggestionsoralternatives4.ClosingpositivelytokeepthegoodwilloftherecipientKeytoWriteYourMessageDearMs.Cruse,ThankyouverymuchforofferingmethejobofMarketingMangerfortheABCBank.Ienjoyedmeetingyouandlearningmoreaboutyourorganization.UnfortunatelyIneedtoturndownthispositionatthistimeduetoanotheropportunity.Thesalarywillbeapproximately20%higherandtheworkplacewillbeclosertomyhome.Iappreciateallofyourtimeandeffortinreviewingmyrésuméandinterviewingme.Inparticular,IamgratefulforRussGreen’stravelarrangementassistance.Althoughthepositionisnotafitformeatthistime,IwishyoucontinuedsuccessinyourorganizationandinfindingaMarketManager.Perhapswewillmeetagaininthefuturetoworkonanotherprojecttogether.Again,thankyoufortheinterviewandyourconsideration.Sincerelyyours

DavidLiDavidLiReadforReference

IndirectApproachinWritingBad-newsMessages

Indirectapproachmeanswedon’ttellthebadnewsatthebeginning.Instead,webeginwithsomegoodnewsoratleastsomeneutralinformationandputoffthebadnewsuntilsomeexplanationsaremade.Theindirectapproachenablesustokeepthereader’sattentionuntilwehavebeenabletoexplainthereasonsforthebadnews.Theindirectapproachsoftenstheimpactofbadnews,revealingbadnewsindirectlyshowssensitivitytoyourreader.TechniquesforDeemphasizingBadNewsAvoidthespotlight;

Usealongsentence;Placethebadnewsinasubordinateclause;Beclearbutnotoverlygraphic/detailed;Implytherefusal;Suggestanalternative;Usethepassivevoice.UsefulSentencesBeginningwithabufferWewerepleasedtoreceiveyourorderof…forafurthersupplyof500air-conditioners.Weappreciatedyourcontinuingconfidenceinourproducts.

Thankyouforyourinquiryof23August.Wearealwayspleasedtohearfromavaluedcustomer.

Wearepleasedtoreceiveyourletterof…inwhichyourequestto...weappreciatethisopportunitytoserveyourneeds.

Weunderstandyourconcernaboutthe…youmentionedinyourletterofMay6th.ExplainingRefusal

Inordertominimizeshippingandofficecosts,wehaveestablished…astheminimumamountforeveryorder.

Yourplansoundsexcellentandwearesurethatitwillbringlotsofbenefitstoyourpersonnel.Butwewillhaveto…

Aswearegoingtolaunchanewserialofproductsontothemarket,weneedtohaveadequatefundstofacilitatethispromotion.

Asyouknowthatowingto…,wewillnotbeabletomeettheagreeddeliverydate.

MuchasIshouldliketoattendyourexposition,myschedulewillbefullyengagednextweek.

Thathasbeenadifficultdecisionforme,butIbelieve…StatingRefusal

Wearesorrythatweareunabletocomplywithyourrequest.

Unfortunately,wearenotinapositiontoacceptyourrequest.

UnfortunatelyIhaveascheduleconflictandIwillbeunabletoattendtheforum.

Muchtoourregret,weareunabletoaccommodateyourrequest.

Aftermuchconsideration,wehavedecided…Unfortunately,itisnotpossibleto…because…OfferingaConstructiveSuggestionoranAlternativePlan

Wearenowenclosingnewbrochureinwhichyoucanknowaboutmynewlyissuedregulationsregardingthisproduct.

Wehavereferredtoyourlettertooneofourcounterparts,whichspecializesinthislineofservices.

Ifyouhaveanyotherprojects,however,pleaseletusknowaswearealwaysopentonewinvestmentproposals.

Butwecanonlyofferyourorderonthebasisofaconfirmed,irrevocableletterofcredit..

Iamcheckingwithothermanufacturersintheareawhoareworkingwiththematerialsyouwant.Theymaybeabletogiveyouthequalityyoudesireatafairprice.ClosingPositivelyTEXTTEXTTEXTTEXT

Shouldyourequireanyfurtherinformation,pleasedonothesitatetocontactus.

Wearelookingforwardtoreceivingyourfavorablereplyandalwaysreadytoentertainyourconsistentorders.

Thankyouforgivingusthisopportunitytoexplainthissituation.

Wearepleasedtodobusinesswithyourorganizationandwillcontinuetoserveyouwithqualityindustrialequipment.

Welookforwardtotheopportunitytoserveyouagain.CheckYourselfTask1:MultipleChoice

1-5:dcdcd6-10:bbadd

Task2:Translatethefollowingsentences

1.Weappreciateyourcontinuingsupportandconfidenceinourproducts.2.AsyouknowthatIamfullyengagedwithaconferenceduringthatperiod.3.Wearecheckingwithothermanufacturersintheareawhoareworkingwiththematerialsyouwant.Theymaybeabletogiveyouthequalityyoudesireatafairprice.4.我非常想出席你们的博览会,但下周的日程已安排满了.5.非常遗憾的是我们不能满足您的要求.6.如果将来还能为您服务,请立即与我们联系.非常感谢您对我们产品的一致支持和信任。正如您所知道的，那时我将忙着去出席一个会议。我们核查了这个地区的其他一些生产您所需要材料的厂家，他们或许能够给你提供价格合理质量的满意的产品。MuchasIshouldliketoattendyourexposition,myschedulewillbefullyengagednextweek.Muchtoourregret,weareunabletoaccommodateyourrequest.Ifwecanserveyoufurtherinthefuture,pleasedon’thesitatetocontactus.Task3:activetopassivevoice

1.Iamunabletomakeacashcontributionthisyearbecauseofunusuallyhightaxes.2.Wecannotprocessyourapplicationthismonth.3.Ihaveexaminedyouremploymentrecordandfoundthatyouhavelittlecostaccountingexperience.4.Markmadeaprogrammingerrorthatdelayedourproject.Acashcontributionthisyearcannotbemadebecauseofunusuallyhightaxes.Yourapplicationcannotbeprocessedthismonth.Examinationofyouremploymentrecordhasrevealedthat...Aprogrammingerrorwasmadethatdelayedourproject.Task4:Rearrangeincorrectorder

1.Wehavecontactedtheshippingcompanyandregrettotellyouthatyouareunabletocomplywithyourrequest2.Weareverysorrythatweareunabletoadvanceshipment.3.Thankyouforyourletterof19JanuaryrequestingearlierdeliveryofgoodsunderyourpurchasecontractNo.954.4.Wehavebeeninformedthatthereisnoavailablespaceonshipssailingfromheretoyourportbefore5April.5.Wewill,however,doeverythingpossibletoensurethatthegoodsareshippedwithinthecontractedtime.①⑤④③②Task5:Cloze

Subject:YourMay3MessageAboutDo-CraftFabricDearMs.Sanderson,Certainly,youhavearighttoexpectthebestpossibleservicefromDo-Craftfabrics.EveryDo-Craftproductistheresultofyearsof_______________.Andwemanufactureeachyardunderthemostcareful________________.Wearedeterminedthatourproductswilldoforyouaswehaveclaimed.Becausewewantourfabricstoplease,wecarefullyinspectedthephotosofDo-Craftfabric103yousentusthroughourlaboratory.Itis___________thateachsamplehasbeensubjectedtolongperiodsinextremesunlight.SincewehaveknownfromthebeginningthatDo-Craftfabricscannotwithstandexposuretosunlight,wehaveexperimentationcontrolapparentclearlynotedthisinallour____________.Itisinthecataloguefromwhichyouordered,andinastamped____________onthebackofeveryyardofthefabric.Underthecircumstances,allwecando____________yourrequestistosuggestyouchangetooneofouroutdoorfabrics.Asyoucanseefromourcatalogue,allofthefabricsinthe200seriesarerecommendedforoutdooruse.YouprobablyalsowillbeinterestedinthenewDuckBackcottonfabricslistedinour500series.Theseplastics-coatedcottonfabricsaremost___________,andthey______________sunandrainremarkablywell.Ifwecanhelpyoufurtherinyourselection,pleasecontactusatservice@pinnacle.com.YourssincerelyMartinHuadvertisingreminderconcerningeconomicalresistTask5:Cloze

1.B2.A3.H4.E5.G6.F7.D8.CTask6:Corrections

Defects:1.Thewriterhitsreaderwithbadnewswithoutanypreparation.2.Thewriterdoesnotexplainwhycostsarerising.3.Thewriterfailstotakecreditforabsorbingpreviousincreases4.Thetonesoundsdefensiveandthewriterfai