实用商务英语写作课件-Unit-6.ppt

1、Unit 6 Social Correspondence(II)TasksnLetter of CongratulationnLetter of ThanksnLetter of ComplaintnLetter of ApologyTasks of Letter of Congratulation1.Introduction2.Principles3.Layout4.Samples5.Exercises6.Case studyIntroduction nLetter of congratulation is common in social contacts,and it is very u

2、seful 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 thoughtful gesture,which will help to

3、 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 or she deserves the recognition;nb)

4、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.LayoutnAt the beginning of a letter,congratulatory messages should be conveyed.If necessary,tell how you le

5、arnt 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(position)!I know how hard you have worked to earn the recogniti

6、on you presently enjoy at (name of firm),and I feel thatthey 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.Express your congratulations at the very beginning.End with best wish

7、esa managerMaggie:State the reason for congratulation and convey the praise.the manager!PPG CompanyLayoutSample of Letter of Congratulation congratulations on ones awardSample of Letter of Congratulation congratulations on ones new businessExercises1.Translate the following sentences into Chinese:1)

8、Many thanks for your letter of congratulations on my 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

9、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。Exercises2.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.Exercises3.Compl

10、ete the congratulation letter according to the Chinese information:Exercises3.Key:n1.Master of Artsn2.Congratulationsn3.admire you very muchn4.in the field of literaturen5.brighter futureCase StudynWrite 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

11、给她表示祝贺，认为该公司有这么一位积极进取、勤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 ReferenceTasks of Letter of Thanks1.Introduction2.Principles3.Layout4.Samples5.Exercises6.Case studyIntroductionnA letter of thanks is used to thank somebodys care,support and help.nLetter of thanks is a common letter for expressing grat

12、itude to individuals 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 i

13、n social environment.Principlesna)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)Addr

14、ess 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.LayoutnAt 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 occasion.nA l

15、etter of thanks should be closed with a couple of sentences,for example sending best wishes.Sample of Letter of Thanks Thanks for congratulations on promotionSample of Letter of Thanks Thanks for congratulations on awardSample of Letter of Thanks Thanks for offering informationSample of Letter of Th

16、anks thanks for warm receptionExercises1.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 gratitude 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

17、 appreciated.非常感谢您的好意。非常感谢您的好意。Exercises2.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 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。

18、Its thoughtful of you to load the beautiful pictures for me.Case StudynDirections:Write a letter of thanks according to the following situation.Once you were ill and were hospitalized for a few weeks in the Chaoyang Medical Center,Taiyuan,Shanxi Province.During your stay the entire staff were kind t

19、o 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 to write the address.Answer for ReferenceTasks of Letter of Complaint1.Introduction2.Principles 3.Layout4

20、.Samples5.Exercises6.Case studyIntroduction 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 feelings such as a

21、nger,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 the department of

22、 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 association,when writing a co

23、mplaint 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 strong.LayoutnAt the beginning of the l

24、etter 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,location,personnel,etc.nRequest corrective action

25、 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 about a productSample of Letter of Complaint complai

26、nt about a serviceExercises1.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。我方对你方提供的服务深感不满。3)Your assistants foolish actions could well contribut

27、e 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。Exercises2.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 delivered 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 grat

28、eful if you would give me/us a complete refund for the defective goods which were delivered3)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 StudyDirections: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

29、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 ReferenceTasks of Letter of Apology1.Introduction2.Principles3.Layout4.Samples5.Exercises6.Case studyInt

30、roduction nLetter of apology is a kind of social letter conveying 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 apolo

31、gy may have a positive effect,because it will be helpful for 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

32、a)Choose words carefully and get the words right to satisfy 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 nat

33、ural warmth and sincerity;e)Express yourself clearly 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.LayoutnIn the beginning,it is nec

34、essary to admit the mistake you made and 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

35、 for complaint about a productSample of Letter of Apology apology for complaint about bad serviceExercises1.Translate the following sentences into Chinese:1)I would sincerely say sorry to you.我真诚地向您道歉。我真诚地向您道歉。2)Please forgive me for my absence.请原谅我的缺席。请原谅我的缺席。3)Im writing to ask you to excuse me fo

36、r not being able to keep our appointment.我写信给你是希望你原谅我的失约。我写信给你是希望你原谅我的失约。Exercises2.Translate the following sentences into English:1)他被迫作出公开道歉并辞职。He was forced to make a public apology and resign.2)道歉的话又一次冒到了我的嘴边。Again a sort of apology arose to my lips.3)我所关心的不是追究谁的责任。My concern is not with apporti

37、oning blame.Case StudyDirections:n以Mary Wang 的名义根据所给信息写一封道歉信；n3月10日John Smith 先生来信所要目录和价格单不能马上寄去；n印刷商两周后供货，届时将立即寄上。Words for reference:n目录和价格单 the catalogue and price list n印刷商 printersAnswer for ReferencenWriting practice 1:Key to exercises of Unit 6(Textbook)nWriting practice 2:Key to exercises of Unit 6(Textbook)nKey to exercises of Unit 6(Textbook)Writing practice 3:nWriting practice 4:Key to exercises of Unit 6(Textbook)