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1、,English for Business Communication,Third Edition,Contents,Chapter 1 Written communication-an overview Chapter 2 Establishment of Business Relations Chapter 3 Inquiries and replies Chapter 4 Making Quotations&Offers Chapter 5 Making Counteroffers&Declining Orders Chapter 6 Acceptance&Orders,Contents
2、,Chapter 7 Terms of Payment Chapter 8 Letter of Credit Chapter 9 Packing&Shipment Chapter 10 Insurance Chapter 11 Complaints&Claim Chapter 12 Agency,It has its unique language style and jargons It is full of business terminations and abbreviationsThere is a close relations between EBC and internatio
3、nal trade,3.Features,We are in the market for silk blouses and should be pleased if you could kindly quote us your keenest prices for the goods belowOffer quotation order counteroffer letter of credit CIF FOB YL11/11RVDS/C123 L/CUNRCV PLSRUSH,Examples:,Parts of a Business Letter,A.The standard parts
4、,the letterhead the inside address the date the salutationthe body of the letterthe complimentary close the signature,Parts of a Business Letter,A.The standard parts,The letterhead will show:,The senders nameThe senders full postal address,Parts of a Business Letter,A.The standard parts,(2)The Date
5、should always be shown in full,The order of the date:day/month/year(no commas are used)month/day/year(a comma after the month),Parts of a Business Letter,A.The standard parts,(3)The Inside Address,The recipients nameThe recipients full postal address,Parts of a Business Letter,A.The standard parts,(
6、4)The salutation is the polite greeting with which a letter begins.,Dear Sirs,Gentlemen:,Parts of a Business Letter,A.The standard parts,(5)The body of the letter contains the actual message of the letter,Parts of a Business Letter,A.The standard parts,(6)The complimentary close is mere a polite way
7、 of ending a letter,Yours faithfully,=Dear Sirs,Truly yours,=Gentlemen:,Parts of a Business Letter,A.The standard parts,(7)The signature,The name of the organizationThe signature of the manager as well as his/her job title or position,(8)the references(9)the special markings(10)the subject line(11)t
8、he carbon copy notation(12)the enclosure,Parts of a Business Letter,B.The optional parts,(8)the references,Parts of a Business Letter,B.The optional parts,eg.BC/EN/151212,(9)the special markings,Parts of a Business Letter,B.The optional parts,eg.Attn.:Mr.Jack LeePersonnel DirectorDalian vocational&T
9、echnical College100 Xiabo road,Ganjingzi district.Dalian 116035,China,(10)the subject line,Parts of a Business Letter,B.The optional parts,eg.Re.:Sewing Machines,(11)the carbon copy notation,Parts of a Business Letter,B.The optional parts,eg.CC to:ABC companyBcc to:,(12)the enclosure,Parts of a Busi
10、ness Letter,B.The optional parts,eg.Enc.As stated.Enc.3Encls.3,Format of a business letter,1.The fully blocked style with Open Punctuation,The fully blocked style is now the most widely used method of display for all business documents.This style is thought to have a business appearance.This layout
11、reduces typing time as there are no indentations for new paragraphs or the closing section.Open punctuation is often used with the fully blocked style.Again this reduces typing time because there is no need for any unnecessary full stops and commas.,2.Indented style with Open Punctuation,Following t
12、raditional British practice the indented style business letters are roughly divided into two styles:Blocked and Indented.The former is used mainly in the United States while the latter is used to be popular in British and the old British colonies.,Envelopes addressing,accuracy clearness appearance,T
13、he principles of addressing envelopes:,Name and address of the receiver should be typed above half way down the envelope,leaving enough space for the postmark or stamps.the return address should be printed in the upper left corner of the envelope.Post notations such as Registered,Certified or Confid
14、ential should be placed in the bottom left-hand corner.,Envelopes addressing,Envelopes addressing,When a letter is mailed to a third person who is bound to pass it onto the addressee,write the third persons name down below the addressees,write the words care of in front of it.,Language and tone,Choo
15、se the method of communication carefully.Create the document thoughtfully.Present the document so that it looks good and gives an impression of efficiency and reliability.Use a format that is neat,easy to read and structures logically.Use appropriate tone,considering the circumstances,the situation
16、and the recipient.Ensure your message is accurate in terms of grammar,spelling and punctuation.,1.Remember your ABC,Accurate Check facts carefully Include all relevant details Proofread thoroughly,Brief keep sentences short Use simple expressions Use non-technical language,Clear Use plain,simple Eng
17、lish Write in an easy,natural style Avoid formality or familiarity,2.Be courteous and considerate,Reply promptly to all communications-answer on the same day if possible.If you cannot answer immediately,write a brief note and explain why.This will create goodwill.Understand and respect the recipient
18、s point of view.Resist the temptation to reply as if your correspondent is wrong.If you feel some comments are unfair,be tactful and try not to cause offence.Resist the temptation to reply to an offensive letter in a similar tone.Instead,answer courteously and do not lower your dignity.,3.Use approp
19、riate tone,If your letter is to achieve its purpose the tone must be appropriate.The tone of your letter reflects the spirit in which you put your letter across.You alter your tone of voice to convey messages in different ways.Much of what you say is also interpreted through non-verbal clues-eye con
20、tact,gestures,inflections of the voice,etc.This type of reading between the lines is not possible with the written word.Therefore it is vital to choose your words carefully.You can be firm or friendly,persuasive or conciliatoryit depends on the impression you wish to convey.It is important to try to
21、 get the tone right because using the wrong tone could cause real offence to your reader.,4.Write naturally and sincerely,Try to show a genuine interest in your reader and his/her problems.Your message should sound sincere while written in your own style.Write naturally,as if you are having a conver
22、sation.,5.Remember the KISS principles,KISS stands for:KeepItShort and Simple,KISS means instead of long or complex words,use short ones.,6.Use modern terminology,Old-fashioned phrases add nothing to your meaning.Such unnecessary,long-winded phrases are likely to give a poor impression of the writer
23、 and may even lead to confusion.A good business letter will use no more words than are necessary to convey a clear and accurate message.,7.Include essential details,If the recipient of your letter must ask a question,or if something is unclear,then something has been omitted from your message.Do not
24、 leave anything to chance.Include all essential information.,8.Be consistent,Consistency is not only important in the way your massage is presented,it is important within the message itself.,The people attending will be George Bush,Bill Clinton and Denny from the Sales.,The people attending the next
25、 committee meeting will be George Bush,Bill Clinton and Denny Smith.,9.Use active not passive voice,Voice is a grammatical term that refers to whether the subject of the sentence is acting or receiving the action.Using active voice can considerably improve your writing style.Active voice makes your
26、writing more interesting,more lively and more-well,active!,Active voice:Tom played the violin.Passive voice:The violin was played by Tom.,Make comparisons:,10.Compose CLEAR communications,CLEAR objectives.Your message should be:Clear Leave no doubt in your readers mind.Help yourself by being specifi
27、c,avoiding vague expressions,using familiar words and using simple English.Remember also to use straightforward language that your reader can understand,written in a friendly,natural,conversational style.,10.Compose CLEAR communications,CLEAR objectives.Your message should be:Logical Structure your
28、message logically,remembering to use the 4 point plan.Start with an introduction,develop your points logically in the central section,and come to a natural conclusion in which you state the action you need from the reader.Finish with an appropriate one-line.,Empathetic Put yourself in your readers p
29、lace and ask yourself how the reader will feel when he/she reads your letter.If anything is unclear,or if anything is worded badly,then change it before you sent it.,Accurate Make sure all the relevant details are included-times,dates,names of commodity,facts and figures.,Right Proofread carefully(n
30、ot just spell check)to make sure everything is 100%right before you sent the message.,CLEAR objectives.Your message should be:,The motto in business letter-writing,A letter is personal contact.The exchange of information is basic to business.Letters should be easy to read and easy to understand,they
31、 must be friendly and courteous.Business letters should develop goodwill.,Structuring communications,4 POINT PLAN,Introduction(Background and Basics),Details(Facts and Figures),Response or Action(Conclusion),Close(A simple one-liner),1,2,3,4,Layout of E-mails,电子邮件格式,外发的邮件,收件人,被抄送人,被暗抄人,事由,主体部分,添加附件处
32、,接收的邮件,主体部分,发件人,收件人,被抄送人,事由,日期,附件,Skill training&Practice,Arrange the following in proper form as they should be set out in a letter:,Headings DateInside addressSpecial markingsSalutationSubject lineBodyComplimentary closeSignatureEnc.CC to,II.Address an envelope for the above letter.,Senders name&a
33、ddress stamp recipients name&address Postal ways,From:To:martin.bakersloane-Subject:Wharton Executive DeskDear Mr.Baker:I read about your Wharton Executive Desk in the April 4 issue of Office Magazine and might like to buy one.Before deciding,could you answer these questions:1.if I paid C.O.D.,could
34、 you give me a 10%discount?2.Could you deliver the desk on or before May 30?I look forward to hearing from you.Best Regards.J.Simpson,V.Write e-mails according to the following situation.-1,From:martin.bakersloane-To:Subject:Wharton Executive DeskDear Mrs.Simpson:Thank you for asking about our Whart
35、on Executive Desk.This desk is one of the finest products we make:a skillfully crated piece of furniture that we think youll be proud to have in your office.To answer your questions,we could deliver the desk by may 30 if your order is placed within the next 10 days.Also,we could accept your request for a 10%discount if you pay C.O.D.however,this offer will be good/valid only until May 25.,V.Write e-mails according to the following situation.-2,If you need more information,please let us know.Best Regards.Martin Baker,V.Write e-mails according to the following situation.-2,
