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1、English & Communicationfor Colleges,Review of Chapter 4,The most common internal documents are memos and emails.最常见的对内文件是备忘录和电子邮件。,Memos and emails are efficient media of internal business communication.1.They can be sent to more than one receiver. 2.They take less time to format and key than letter
2、s. 3.They are less expensive, time-consuming and complex than conference calls or meetings.,Purposes of using memos(1) to provide a record 记录备案(2) to advise, direct or state policy 建议，指导或发布政策(3) to inform 告知(4) to promote goodwill. 提高信誉,Parts of a memoMost memos contain a heading, a body and one or
3、more notations. 大多数备忘录由信头、正文和附注组成。,Heading: TO, FROM, DATE, SUBJECT 备忘录的信头通常有四个组成部分：To, From, Date和Subject。 To这一栏后跟备忘录接收者的姓名，可以只写其姓名全称，也可以在其姓名后加上头衔或其部门名称。你还可以在To后面只写某个具体职位或部门。From这一栏后跟信息发出者的名字，还可以在后面加上你的职位，部门，住所或电话分机号。在Date一栏后注明写备忘录的日期，一定要写出日月年的全称。在Subject一栏写下备忘录的主题，不要写一个完整的句子，而是写出一个短语，简明扼要地展示主题。,Bo
4、dy: Write your message in the body of the memo. Memos need no salutation. It should be concise and accurate. 备忘录的正文包含了信息内容，不用写称呼语，要保持备忘录的简洁精确。Opening paragraphSupporting details Closing,Notations: the keyboard operators reference initials and any notations below the initials. 在附注部分，在正文下写出打字人姓名缩写，然后加
5、上其他附注。举例说明，如果一个备忘录有附件，那就在打字人姓名缩写下加上“附件”二字。,Sample Study,MemorandumTo: All StaffFrom: Allen Smith, Administrative OfficerDate: May 12, 2012Subject: Operating Instructions for New Copying Machines A new photocopier (复印机) has been installed in the general office. All staff is welcome to use it.,receive
6、rs name/ job title,senders name / job title,current date,what the memo is about,opening,- topic of the memo,- the issuing time,- introducing the main points,Sample Study,Memorandum To ensure the copiers survival, it is important to keep the following procedures in mind. Use the machine for no longer
7、 than 30 minutes at a time. After use, allow the machine to cool for at least 5 minutes. Make sure the switch is turned off after use. Please speak to me if you have any questions about the machine.,body,closing,- requesting actions,Two styles: traditional or simplified. Page 108备忘录有两种格式：传统格式和简化格式。I
8、n the traditional style, the heading appears at the top of the page. 在传统格式里，备忘录的信头放在纸的上部分。 In the simplified style, the heading components are omitted. The simplified style is more frequent when electronic memos are written. 在简化格式里，不用写信头。简化格式更多地用于电子备忘录即电子邮件中。,Planning a memo or an email requires fou
9、r steps: 1.Identify the objective. 2.Identify the main idea. 3.Determine the supporting information. 4.Adjust the content to the receiver.,Abuse occurs when memos and emails are (1) written too frequently(2) written to gain attention(3) written by a committee(4) rewritten for each level of managemen
10、t. 备忘录尤其是电子备忘录的便利性，有时会导致滥用，可能会有以下几个方面：（1）写得太频繁，（2）为了引起关注，（3）撰写者是整个委员会，（4）要写给各层人员。,Meetings are an important method of information exchange in any business setting. There are board meetings, conferences, training sessions and staff meetings. 会议是商务环境下信息交换的重要手段，有董事会会议，新闻发布会，培训会，员工大会等几种。,In meeting comm
11、unication, you may use several internal documents like notices, agendas and minutes. 会议交际里常用的对内文件有：通知，议程，会议记录等。,小练习,Which of the following is NOT included in the common abuses of memos? A. Written too frequently. B. Written to gain attention. C. Written to express one main idea. D. Written by a comm
12、ittee. Key C,小练习,A memo telling employees that the new supervisor is Mary is to .A. advise B. inform C. recordKey B,小练习,The heading of a memo in traditional format consists of A. TO, FROM, DATE, and TOPIC lines B. TO, FROM, DATE, and SUBJECT lines C. TO, FROM, DATE, and DISTRIBUTION lines D. TO, FRO
13、M, SUBJECT, and DISTRIBUTION lines Key B,Homework,Write a memo according to the given situation. You, John Smith, Program Director, have just learned that an American delegation is going to pay a visit on November 12. The next morning, a presentation is to be given by the senior staff in your compan
14、y and a discussion will also be held between American delegates and among the staff. Write a memo to encourage all the available staff to join and ask those interested to tell you about it before November 7.,MEMORANDUMTo: All staff members From: John SmithDate: November 6, 2014 Subject: Visit of Ame
15、rican delegation Staff is informed that this visit will occur on Monday November 12, 2014.The next morning there will be a presentation to the group by senior staff and an opportunity for discussion between delegates and among us.All staff is welcomed and please inform me of your arrival before Nove
16、mber 7.,Chapter 5,Writing Letters to Your Clients and Customers,Case study: Marias Reactions to Letters,最近Maria Gonzalez新换了工作。她完成了商务技术学位后，辞掉了超市收银员的职位，现在，Maria 在位于美国西南部的亚利桑那州Yuma的一个金融服务办公室做秘书工作。正如所预料的，Maria所在的公司使用信函作为外部交流手段。这些信函的接收者大都在美国；然而，有一些收件者却在墨西哥。Maria仅用英语录入信件。因为Maria在办公室里为许多工人们录入文件，所以她注意到了许多矛盾
17、之处。Maria还注意到许多信件通常都含有具体的、各不相同的格式说明。,由于Maria的墨西哥遗传，她对大多数发送到墨西哥的长信感觉很好。然而，有时候，她会认为她录入的某一封发给墨西哥收信人的信有点短而且写得不太好。Maria办公室有些由助理们口述的信件通常很短、较生硬和不老练。另外一些人的信件通常较长且废话多，有时候长达23页。她还注意到有些人口述的信件长短不一。Maria还注意到了另一件事她所录入的信件的大多数作者是美国白人。大多数时候她会觉得这些信件太短或有点生硬。Maria不知道这是否因为她有不同的遗传。,checkout clerk 收银员 checkout n.(超级市场中的)付款
18、处；结帐；检验secretarial pool 秘书室external messages 外部信息inconsistency n.不一致；不调和；矛盾 inconsistent adj.不一致的；反复无常的vary v.改变；变化；使多样化 varying adj.不同的,heritage n.遗产;继承物;传统key vt.键入recipient n.接受者；收信人dictate vt.口述;命令，指示;使听写;控制，支配executive n.行政主管；行政部门；决策者blunt adj.迟钝的;直率的;呆板的tactless adj.无机智的；不圆滑的；不得体的 tact n.机智；手法
19、 tactful adj.机智的；老练的,wordy adj.冗长的；多言的；文字的；口头的 wordiness n.多嘴；冗长 redundancy n.冗余；多余信息；备份；裁员,5.1 Selecting Order and Formatting Your Letters 信函的顺序与格式,商务信函是商务书面交际里最重要的形式之一，现在纸质信函使用的已经越来越少了，取而代之的是广泛使用的电子信函。商务信函既可以在公司内部作为正式文件使用，也可以在公司之间用来传达信息。商务信函既可以用来传达好消息，也可以用来传达坏消息。商务信函既可以用来说服别人购买自己的产品，也可以用来建立与客户的友好关
20、系。本节的学习目标是： 1了解信函的组成部分。 2选择正确的顺序。 3了解三种信函格式。 4学习撰写信封。,Business Letters,Business letters are used to send written messages to persons outside an organization. Letters are also used to send formal written messages to employees within an organization. Business letters are considered to be more formal t
21、han memos. 商务信函用来向公司以外的人传达书面信息。信函也可以在公司内部的员工之间传达正式的书面信息。商务信函比备忘录更正式,Letter orders,A letter can be written in direct order or indirect order, depending on whether the message is neutral, positive or negative. Direct order is used in neutral and positive messages. Indirect order is used in negative an
22、d persuasive messages. 信函可采用直接顺序或间接顺序，取决于信息是中性、积极还是消极。中性和积极信息采用直接顺序，消极和说服性信息采用间接顺序。,Letter parts,看看以下这封信，你觉得它由几部分组成？哪些部分是必要的，哪些部分是在其他信函里可能没有的？ page 135,standard parts,The standard parts of a business letter are the dateline, letter address, salutation, body, complimentary close, signature block and
23、reference initials. 商务信函的标准组成部分有日期，地址，问候语，正文，结尾敬辞，签名和打字员姓名缩写。,optional parts,A business letter also may include these optional parts: attention line, subject line, company name in signature block, enclosure notation, copy notation, postscript and second-page heading. 一封商务信函还可以有以下这些备选部分：指明收信人，主题，签名档处
24、的公司名，附件，抄送，附注，第二页抬头。,(1) The dateline shows the date of the letter. 日期显示了写信日期。 (2) The letter address contains the complete name, title and address of the receiver. 地址里应包含收信人的全名、职衔和地址全称。 (3) The attention line directs the letter to a particular individual when the letter is addressed to an organizat
25、ion. 指明收信人栏里写明了这封信在写给某公司的同时，还要发送给某人。 (4) The salutation acts as the greeting to the receiver. 问候语是给收信人的问候。 (5) The subject line contains the topic of the letter. 主题里点名了这封信的主要内容。,(6) The body contains the message of the letter. 正文是这封信所要传达的信息。 (7) The complimentary close is the formal closing. 结尾敬辞是信函
26、较为正式的结尾。 (8) A company name may appear after the complimentary close if company letterhead is not used. 如果公司的抬头在信函里不出现，结尾敬辞下方也许会出现公司名。 (9) The signature block contains the writers signed name, keyed name and title. 签名档包括了写信人手写签名、打印签名和职衔。,(10) The operators reference initials indicate who keyed the l
27、etter. 打字员的姓名缩写注明了谁打了这封信。 (11) An enclosure notation indicates that an additional item is included with a letter. 附件处标明该信函后附有其他文件。 (12) A copy notation indicates that a copy of the letter is being sent to someone other than the addressee. 抄送栏表明了此信除了收信人以外还要送达给谁。,(13) For emphasis, you may add a posts
28、cript, a sentence or paragraph at the end of the letter. It is often used in persuasive letters. 也许你会用附注来强调一些事情，附注是信结尾处的一句话或一小段文字。它常常在说服性信函中使用到。 (14) You may use a second-page heading when the letter continues onto a second page. Key the addressees name, the page number and the date on the second pa
29、ge. 当信函需要翻页的时候，你也许会在第二页标注抬头。在第二页抬头里，写下收信人姓名，页码和日期。,小练习,checkpoint 1Keys1. subject line 2. enclosure notation 3. salutation 4. copy notation 5. complimentary close,Business letter formats,分析和比较书上135页和138页三封信函的格式，看看它们有哪些相同点和不同点。,Business letter formats,Like memos, business letters may be prepared in d
30、ifferent formats. The three basic letter formats are block, modified block and simplified block. 和备忘录一样，商务信函也许会呈现不同的格式。三种基本格式是：齐头式，改良齐头式和简化齐头式。,block format 齐头式,In block format, all lines begin at the left margin. Usually, paragraphs are not indented in this format. 在齐头式中，所有部分都从左齐头写起。通常来说，正文段落首字不缩进两
31、格。,Business letter style,Block Style,Business letter style,Indention,Indented Style,modified block format 改良齐头式,In modified block format, all lines begin at the left margin except for the dateline, the complimentary close and the signature block, which begin at the center of the page. Paragraphs may
32、 begin at the left margin, or they may be indented five spaces. 在改良齐头式中，日期、结尾敬辞和签名档从信纸正中写起，其他部分都从左齐头写起。正文段落可以全从左齐头，也可以首字缩进两格。,simplified block format 简化齐头式,The simplified block format omits the salutation and the complimentary close. All lines begin at the left margin. 简化齐头式信函省略了称呼语和结尾敬辞。所有部分从左齐头写起。
33、,Business envelopes,When preparing a business envelope, key the receivers personal or professional title and the job title as they appear in the letter address. If the letter address contains an attention line, type this information on the line below the receivers company name on the envelope. The a
34、ddress should be keyed in all capital letters, and all punctuation should be omitted. 在撰写商务信封的时候，在收信地址栏中，写下收信人的个人称呼或职称。如果在地址栏中打算专门标注收信人，把它写在公司名称的下方。地址往往全大写，不用标点符号。,How to address an envelope?,Your full name Your address,Full name of the person you are writing to His/her address,Addressing Envelopes,
35、Remarks（备注）:1.Private 私人信 2.Confidential机密信 3.Registered 挂号邮件 4.Express快递邮件 5.Ordinary Mail平信 6.Immediate (Urgent)急件 7.Printed Matter印刷品 8.Sample样品,中国进出口公司 上海分公司 CHINA NATIONAL IMPORT&EXPORT CORPORATION SHANGHAI BRANCH 1040 NORTH SUZHOU ROAD SHANGHAI, CHINA Messrs. Wallace Kimber & Co. 40 Nsukka Roa
36、d P.O.Box 57183 Accra Ghana Confidential,stamp,航空BY AIR MAIL,Prepare an envelope for this letter,China National Chemicals Imp. & Exp. Corporation Xijiao, Beijing, China August 18, 2001 Messrs. J. Brown & Co., 143 Eastcheap, London E.C. 3 Dear Sirs, Re:Shipping Documents We are sending you under sepa
37、rate cover a full set of non-negotiable copies of shipping documents per s.s PEACE. We hope that you will find everything in good order. Yours faithfully, China National Chemicals Imp. & Exp. Corporation(sgd) Wang WeiManagerHR:flEncl.:a/sC.C.:P.S.,Prepare an envelope for this letter,China National C
38、hemicals Imp. & Exp. Corporation Xijiao, Beijing, China August 18, 2001 Messrs. J. Brown & Co., 143 Eastcheap, London E.C. 3 Dear Sirs, Re:Shipping Documents We are sending you under separate cover a full set of non-negotiable copies of shipping documents per s.s PEACE. We hope that you will find ev
39、erything in good order. Yours faithfully, China National Chemicals Imp. & Exp. Corporation(sgd) Wang WeiManagerHR:flEncl.:a/sC.C.:P.S.,China National Chemicals Imp. & Exp. Corporation Xijiao, Beijing, China Messrs. J. Brown & Co., 143 Eastcheap, London E.C. 3,Key,stamp,Blocked Style,Indented Style,小
40、练习,checkpoint 2Keys1. T2. F3. F4. T5. F,5.2 Writing Letters with a Neutral or Positive Message 撰写中性与积极信息的信函,在商务交际中，处处可见带着中性语气与积极语气的信函，如日常请求，索赔信，订购信，肯定答复请求，友谊信，感谢信，等等。在这一节里，我们来学习如何计划、组织与撰写中性与积极信息的信函。本节的学习目标是： 1计划和组织汇中性与积极信息的信函。 2会写各种类型的中性或积极信息的信函。,Planning and organizing letters with neutral or posit
41、ive messages,The four steps in planning letters that contain neutral or positive messages are to identify the objectiveto identify the main ideato determine the supporting information to adjust the content to the receiver. 中性或积极信息信函的计划有四个步骤：确定目标，确定主题，确定细节，从收信人角度调整内容。,Letters with neutral or positive
42、 messages are organized in direct order. The main idea is presented clearly and concisely in the first or second sentence. The next step is to provide information that will clarify the main idea and help the receiver, such as explanations, conditions or answers. The closing of a letter provides an e
43、xcellent opportunity to build goodwill. 中性或积极信息的信函在组织时采用直接顺序。第一句或第二句清晰简明地标明主题。接下来提供阐明主题以及有利于收信人了解主题的信息，如解释、条件或答案。信函结尾要做出树立信誉的尝试。,Types of letters with neutral and positive messagesThere are several types of letters with neutral and positive messages. Routine requests and claims are letters with neut
44、ral messages. Orders, positive responses to a request, friendship letters and acknowledgment letters are letters with positive messages. 日常请求和索赔是含有中性信息的信函。订购信，肯定答复请求，友谊信和感谢信是含有积极信息的信函。,Routine requests 日常请求 page 147 A routine request is a request for an action that will be done willingly. “Will you
45、” is often the main idea of a routine request. The sender must provide sufficient details for the receiver to understand and respond easily. 一封日常请求信是希望对方采取行动，常常含有“请你做”的主题。写信人必须为收信人提供足够的细节，便于收信人理解与答复。举例说明，如果你想让某人演讲，你要提供主题、日期、时间、地点、听众人数、酬劳等细节。,Claims 索赔信 A claim letter is a special request for a refun
46、d, an exchange or a discount on merchandise or services. A claim letter is usually written in direct order because customers and clients expect a positive solution to the problem. Though the tone is polite and positive, it is firm. 索赔信是对商品或服务提出退款、换货或折扣的要求，属于较特殊的请求。索赔信往往以直接顺序来撰写，因为顾客和客户往往会希望得到一个积极的解决
47、办法。索赔信的语气是礼貌而积极的，但是态度要坚决。,Orders 订购信 page 149 Companies usually place orders by using a form called a purchase order. “Please send me ” is often the main idea of an order letter. The sender must provide complete supporting information to ensure that an order will be filled correctly and to avoid was
48、ting time and money. You may use a table in the middle paragraph. 在订购商品的时候，公司常常使用统一的格式写信，即订购信。订购信的主题往往是“请寄给我”。写信人必须提供充分的细节，确保订单准确无误，避免浪费时间和财力。正文中可以使用表格。,Positive responses to a request 对请求的肯定答复 page 153A positive response letter tells the receiver that the sender is saying “yes” to a request. For ex
49、ample, opening a new credit account as requested is a letter that contains a positive message. The supporting information includes a description of restrictions on the account and the payment terms. 肯定答复请求信传达的信息是对请求说“yes”。举例说明，同意建立新账户的请求，包含着积极信息，其补充细节要说明一些限制条件和支付条款等。,Friendship letters 友谊信 A friends
50、hip letter says nonverbally to your receiver, “I want a positive interpersonal relationship with you.” It may or may not need supporting information. For example, when expressing sympathy, details are inappropriate. But details are critical in an invitation. 友谊信的潜台词是，“我想要和您建立良好的个人关系。”在友谊信里，有没有补充细节都不
