商务英语作文课件.pdf

初 级 商 务 荚 谙 写 作第一讲商务英语写作的过程与基本要求准备——深思熟虑准备工作可以采用多种形式 具体讲， 一般需要对以下几方面有明确的认识:1 .作者的角色一般来说，首先要判定交际双方的等级关系和亲疏关系，然后即可确定交际走向是否应为上行文、下行文或平行文划分出这个界限，才能做到语言准确得体2 .读者的角色读者信息包括：- 身 份 （ 决定语气）- 专 业 水 平 （ 决定用词）- 人数- 主次3.预期的目的效率是第一位的，因此最好开门见山，切中主题；文字应简洁明了1.2.3.起稿——条理分明在写的过程中，我们需要完成如下几项任务:确定篇幅一般分为开头、主体、结尾三部分读者视角：迅速捕捉头尾信息组织布局商务文章注重逻辑性，结构严谨，环环相扣由近至远，由浅至深，由轻至重区分类别在给自己的文章定位时，以下几点值得我们注意iiiiiiiv记叙与非记叙互动性与单向性抽象信息与具体信息客观描述与主观判断定稿——精雕细琢定稿的标准尺度:■布 局合理，■信 息合理，■语 气恰当，■语 句连贯，■句 型丰富，层次分明内容完整适合读者一气呵成短句为主■措辞到位，表达准确商务写作的基本要求：在写作过程中都必须遵循的六大原则， 即准确(Correctness)、 清楚(Clarity)、简 明(Conciseness)、具 体(Concreteness)、完 整(Completeness)、和礼貌(Courtesy),也叫做商务写作的6 c原则。

第一条原则：准确( c orre c tne ss)从广义上讲，商务英语写作的准确性原则包括四层意义：・ 阅读人能理解、接受的英语水平• 使用精确措词，传达准确信息• 正确地使用语法和标点符号・ 拼写正确( 1 )恰当的语言风格我们在撰写正式的商务英语写作时，应尽量使用正规的语言；而当起草非正式的商务便条、商务便函及商务书信时，可使用较通俗的口语请比较下面两组例词：F orma lInformala pproxi ma te lyA b outi nqui reA ska sc e rta i nf i nd outob ta i nre c e i vea ssi sth e lppa rti c i pa tesh a rec onstruc tb ui ldpurc h a seb uyc ontri b uteg i vesuf f i c i e nte noug hd i f f i c ulth a rduti li zeuse( 2)准确的措词和信息商务写作离不开商务术语， 一般常用的商业术语用字简洁商务英语写作应该特别注意措词和信息的正确性 3 )正确的语法和标点符号常见的标点符号错误主要出现在逗号、冒号、省字号等。

常见的语法错误一般出现在以下几个方面：①主谓之间的一致关系②代词与先行词之间的一致关系③悬垂句④修饰语与被修饰语之间的一致关系⑤状语的位置(4)正确的拼写第二条原则：清楚(Clarity)写作中要合理安排要点，运用正确的句型句法，突出重点，层次分明1 )逻辑布局(L ogical O rganization)常用的逻辑布局方法包括：①因果关系(Cause & Effect)②时间顺序(Chronological Development)③序列顺序(Sequential Development)④比较(Comparison)⑤一般到特殊(F rom General to Specific)⑥特殊到一般(F rom Specific to General)(2)合理构架句群与段落(Well-Written Sentences & P aragraphs)在商务英语写作中，应该合理安排句子和段落的结构与长度，把各种长句、短句、简句、复杂句等最佳组合成长度恰当的段落请看例句：Marshal 1 Corporation was founded forty years ago, and it now hasbranch offices in four states, and it employs nearly 40 0 individuals.( poor )Marshall Corporation was founded forty years ago. With branch officesin four states, it now employs nearly 40 0 individuals. ( revised )(3)统一性与一致性(Unity and Coherence)一篇商务写作的每一个段落都要围绕一个论点从不同方面进行论证， 而在每一个段落中又都有一个主题句(topic sentence), 一般安排在段首或段尾，而其它的句子则围绕着它进行论证，全文就这样一步进一步， 一环扣一环地统一在主题思想上。

而且，句子与句子之间，段落与段落之间都要前后呼应，首尾连贯4)强调(Emphasis)在商务英语写作中，有时需要强调某些单词、词组、句子，突出它们的作用，可以采用一些技巧手段，如下加横线，大写，或不同的字体、颜色等5)避免采用模糊的语句(ambiguous sentence)注意将句中关系紧密的词尽量靠近第三条原则：简洁(Conciseness)简洁是现代商务英语写作的发展趋势， 是在保证内容完整无损的前提下用尽可能少的词句来阐明主题商务英语写作要求既筒短扼要，又不失完整与清楚明白，还要包括必要的礼貌1 )用简洁的语言(Use simple language)尽量使用避免使用p l e a s ew i l l y o u b e g o o d e n o u g h t op r e f e re x p r e s s a p r e f e r e n c e f o rb e c a u s ef o r t h e r e a s o n t h a ta s kr e q u e s tb u yp u r c h a s en e e dr e q u e s td oa c c o m p l i s hl e t t e rc o m m u n i c a t i o n( 2 )少用陈词滥调( O m i t t r i t e e x p r e s s i o n s )下表列出的是一些常见的陈词滥调：i n t h e n e a r f u t u r ei t h a s c o m e t o m y a t t e n t i o na t y o u r e a r l i e s t p o s s i b l e c o n v e n i e n c ea v a i l y o u r s e l f o f t h i s o p p o r t u n i t yd o n， t h e s i t a t et a k e t h e l i b e r t y t od u e t o t h e f a c t t h a tt h a n k i n g y o u i n a d v a n c ee n c l o s e d h e r e i nw i t h k i n d e s t r e g a r d s( 3 )避免冗长的表达方式和不必要的重复( a v o i d w o r d y e x p r e s s i o n s &u n n e c e s s a r y r e p e t i t i o n )请看下表中的两组例子，比较一下修改前与修改后的差别。

W o r d yConciseW e w o u l d l i k e t oA l o n g p e r i o d o f t i m eI e x p e c t e d i t t o b eD u r i n g t h e y e a r o f 1 9 9 5F o r t h e d e v e l o p m e n t o fS q u a r e i n s h a p eD u r i n g t h e t i m e t h a tp l e a s ea l o n g t i m ee x p e c t e dd u r i n g 1 9 9 5f o r d e v e l o p i n gs q u a r ew h i l e( 4 )删改无关紧要的成份( R e m o v e u n n e e d e d f a c t s )如果句中的某些成份被删除后不影响句子的原意， 那么就应该毫不犹豫地把它们删改掉如下面句子中的划线部分被删去后并不影响句子的原义：I t s h o u l d b e n o t e d t h a t t h i s i s t h e b e s t w e c a n d o。

5 )多使用主动语态的句子结构以明确表达意思请比较下面两个句子：P a y m e n t o f t h e i r a c c o u n t s w i l l b e m a d e b y J o h n s o n s n e x t w e e k .J o h n s o n s w i l l p a y t h e i r a c c o u n t s n e x t w e e k .第四条原则：具体( C o n c r e t e n e s s )商务英语写作要求内容书写得具体和明确，因此，尽量使用确定、具体的语言，直接了当地传递信息，说明问题，切忌笼统模糊1) 尽可能地提供明确、具体的信息2)使用具体词汇 避免使用抽象的词汇，因为抽象的词汇往往令人感觉模糊笼统第五条原则：完 整( C o m ple t e n e s s )商务英语写作的内容务必完整周密，任何耍点的遗漏都可能导致重大损失第六条原则：礼貌( C o u rt e s y )商务英语写作中的礼貌原则，并不是指采用一些客套的句式，而是指一种贯彻于全文的尊重、理解和体谅对方的态度以下是儿条有助于礼貌的写作方法：♦ 使用礼貌友好的词汇♦ 体谅对方的写作态度( Y o u - A t t it u d e )♦ 措辞得体( A ppro pria t e W o rd in g )♦ 避免使用有性别歧视之嫌的词语♦ 及时答复( T im e ly R e s po n s e )课后练习练习 * ： Compare the following pairs of sentences, choose the better one and stateyour reason:(1 ) A. I have pleasure in informing you.B. I m pleased to tell you.(2 ) A. Please tell (or, inform) us.B. Please be good enough to advise us.(3 ) A. Please do not anticipate any increase in prices.B. We do not expect prices to rise.(4 ) A. Will you kindly send us a reply before the end of the month for which astamped envelope is enclosed.B. Will you please send us a reply in the enclosed envelope before the end ofthe month.(5 ) A. I was informed that you had a typewriter for sale and would like to know if itis still on sale; if so, please advise me as to the price.B. If you still have the typewriter which you offered for sale, please inform meof the price.(6 ) A. It is not our intention to suggest that you should keep unsatisfactorymerchandise, so we are willing to ask you to return it to us at once, and will be gladto make an exchange.B. We are sorry that the merchandise is not up to standard and we shall gladlymake an exchange.(7 ) A. We have your remittance OF January 30 in the amount of $ 100, and wish atthis time to thank you for it.B. Thank you for your remittance of January 30 for S 100.(8 ) A. Your letter in reply to ours of May 18 came this morning, and now we donot understand any more clearly your complaint than we did before.B.Thank you for your Letter of May 20. In order that we may be of thegreatest possible help to you, will you please tell* us just what you wish us to do aboutthe matters.练习二： Rewrite the following sentences to achieve conciseness:( 1 ) Please see that an enquiry is conducted to determine the reason.(2 ) We express our regret at being unable to fulfill your order on this occasion.(3 ) Payment of their accounts will be made by Johnsons next week.(4 ) It is on the last day of June that the meeting will be held.(5 ) We are returning all the merchandise that is defective.(6 ) In the event that Model 404 is not available, please substitute Model 606.练习三： Rewrite each sentence in order to express its meaning more courteously.(1 ) You won' t get your order because you didn* t give us the information.(2 ) We must tell you that we can't accept your proposal.( 3 ) You claim that there Were 3 witnesses to the accident. We need their namesand addresses.(4 ) Thank you in advance for all the help you will give me.(5 ) Your letter is not clear at all. I can't understand it.(6 ) We need the statement by the end of next week.(7 ) You are requested to send payment by 8 June.(8 ) This is to inform you that the 'goods' Will not be ready by June 4. We willnot be able to deliver them until June 8.参考答案练习一：b, a, b, b, b, b, b, b练习二:(1)(2)(3)(4)(5)(6)Please find out the reason.We are sorry we cannot meet your present order.Johnsons will pay their accounts next week.The meeting will be held on 30 June.We are returning all the defective merchandise.If Model 404 is not available, please substitute Model 606.练 习 三 ：(1) You will get your order as soon as you give us the information.(2) Unfortunately, we can not accept your proposal.(3) You mentioned that there were 3 witnesses to the accident. May we have theirnames and addresses?(4) Thank you for all the help you will give me.(5) If I understand your letter correctly...(6) Could you send us the statement by the end of next week?(7) Please send payment by 8 June.(8) We are sorry, but, it will be at least June 8 before we can deliver the goods toyou.第二讲商务英语写作的文体风格(-)商务书信的文体风格一封好的商业书信应该体现出语言自然精练、行文流畅、可读性高的文体风格。

♦自然商业书信的写作必须力求“自然”，不能满篇都是过时的商业行话例子:使用过时商业行话的句子自然的句子In compliance with the afore・mentiocedagreement, dispatch of goods will beundertakee subseauent to receipt ofsaid monies.-----------►As agreed, we shall forward thegoods to you when we havereceived your cheque.We should be obliged if youcould contact our Mrs Xiao at anearly date.-----------►Please contact Mrs Xiaosoon.We beg to inform you that we areherewith canceling our order forthe same.------->I am afraid we arecanceling our order for theabove goods.Assuring you of our best attention atall times, and awaiting the favour ofyour early response.-----------►I look forward to hearingfrom you soon.♦商业书信要求可读性强。

为了使信读起来生动有趣，写信人应该尽量避免使用单调的语言，力求使语Due to the fact that your contract haslapsed, we are unable to comply withyour request.------->As your contract contract has lapsedwe cannot do as you request.言结构富于变化可使用的方法有：1 .变化文法结构变换句子的文法结构也可提高信文的可读性写信时不要千篇一律地使用同一种表达方法例如，下面这个句子可以用多种方法改写2 .增强书信的可读性，还应注意运用精练的语言商业书信必须语言精练， 能用一个单词的地方尽量不要使用多个单词 例如:高冗余度语言 低冗余度语言Inasmuch as we require activecoosideratioo prior to making a decision,I am afraid that, in the circumstances,you will have to wait.― ►As we need to consider beforemaking a decision, I am afraid youwill have to wait.商业书信的语气商业书信中写信人使用哪种语气十分重要，这可以反映出写信人和收信人之间的关系。

积极的语气下面左边的三个句子采用提“ 中性”的语气，而右边相应的句子语气则显得积极这种积极的语气可以使一个句子听上去更有诚意中性 积极I am in receipt of your order for 250pairs of Niky 'Conga' sports shoes.------- >Thank you for your recent order for250 pairs of Niky 'Conga' sportsshoes.You failed to send your order to usbefore the new prices were introduced.-----------►Unfortunately, we did not receiveyour order before the new priceswere introduced.We cannot devote much time to yourvisit as the March Sales figures arebeing compiled and we are very busy.------->We shall devote as much time toyour visit as our hectic schedule willpermit.撰写书信时下列几件事情必须避免:• 指责对方犯错• 推卸自己的责任• 漠视客户的问题• 拒绝帮助对方• 对对方的帮助毫不领情消极的语气积极的语气It is not our fault if you do not checkwhether the goods are satisfactory ondelivery.---------- ►I am afraid customers are expectedto check that goods are satisfactoryon delivery.Problems of this type are common withthe lower model. Next time you willhave to buy the more advanced model.*Problems of this type are far lesscommon with our more advancedmodel.AWe do not have the time to send ourSales Representative to see you. He isbusy dealing with larger accounts thanyours.-----------►We shall be happy to send our SalesRepresentative to visit you as soonas his heavy schedule permits.I am in receipt of the upgraded softwareyou sent to replace the software webought in February.---------- ►Thank you very much for sendingme the updated software whichsupersedes that which we bought inFebruary.以您为先的语气写信时要尽可能让收信人感到是你亲息写信给他们。

例句:以我为先 以您为先We shall be able to install Cable TVshortly.4You will be pleased to hear that youwill soon be able to receive CableTV.I am afraid we cannot deliver at theweekend.------->You can have your goods deliveredany weekday.I regret to inform you that we cannotrefund your deposit unless you returnthe goods within a week.-----------►I am pleased to inform you that youwill be able to receive a full refundof deposit if you return the goodswithin a week.( 二 )标 点 符 号(Punctuation)•标点符号的作用及重要性标点符号是商务英语写作中不可缺少的辅助工具， 其作用在于帮助读者分清句子结构，正确理解文字含义。

不正确使用标点符号，或是滥用标点符号会造成意思混乱，引起读者的误解•标声的用法：( 1 )逗号(comma)作用： 逗号用于表示停顿或分句之间的间隔用法：逗号用于分隔句中的各种语言成分，并表示一个停顿，一般用于以下儿种情况：位置：a .在句中表示语气停顿的地方b .在子句之前c .在描述名词的一系列形容词之后d .放在位于句首或句中的副词之后e .将非主要信息和句子其他部分分开 2 )句 号(period)句号一般有两种用法①句号是放在句尾的符号，表示一句话结束②句号还用于缩写字母 3 )冒 号(colon)作用：用于引出下文，如表列、说话中的直接引语或解释用法与位置：①冒号主要用于列举事物，引用话语或进行解释② 此外，冒号还用在“as follows"或"the following"的后面 三)商务用词的大写大 写 字 母( Capital Letters)又 称"Block letters" , "Upper case/print” ,一般用于句首，此外大写首字母还出现在以下儿种情况中：(1)专有名词(proper nouns)2)在标题(title)中也要大写单词首字母3)用于礼貌性称呼语( 即Mr.,Mrs.,Miss.,Ms.)学 衔(D r.)和 军 衔(General)的首字母。

4)职务，职称，头衔以及组织的名称也要大写首字母5)在商务书信中，重要的字词常常被大写以引起读信人的注意6)商务英语写作中的副标题与小标题也需大写7)用于缩写词，如 “a SWOT analysis” . “ASEAN”. “USA”等 四 )数 字 的用法(1)数字在句首要被拼写出来2)用阿拉伯数字表示日期、时间、量度、页数、地址、百分比、小数等等3)大多数情况下，序数词要被拼写成英文 五 )缩 写(Abbreviation)：缩写在商务英语写作中有它独特的意义1)商务英语中常用的几种缩写形式：①置于人名前后，表示身份、职衔、学位等②表示商业企业名称③表示时间④表示组织名称，一般由首字母组成⑤合成方位词⑥常用的拉丁词（ 2） 商务英语中不应使用缩写的地方：①某些头衔②星期、月、季节③街道地址④国名、城市名（ 六）开头与结尾（ 一）. 开头的写法和一些技巧：1 . 开头：大多数商务英语写作的内容也由开头、中间、结尾三部分组成常用的开头句写法：① 最好在第一句话中说出你的写作目的如：We understand that you areexporters of nuts and should like to know if you can supply us with 5 tons ofwalnut meat by the end of October.② 将最能引起读者兴趣的内容放在开头， 如： I'm pleased to tell you that yourorder will be delivered tomorrow.③提及所涉及的商务事项。

2 . 就开头的内容方面来讲，书信的开头可以涉及：⑴书信去函的开头问价购诉息忧歉荐询索求投讯报道推♦♦♦♦♦♦♦♦⑵复函的开头可以包括♦ 函悉♦ 歉意♦ 谢绝♦ 服务（ 二）书信结尾的措辞和语气1 . 结尾：写结尾句需注意以下儿个地方：④结尾句需具体，不要使用含糊、繁琐的词语或句式⑤在结尾处提出行动的要求⑥在结尾处做简要的总结，尤其在内容比较多的情况下请比较下面两句话：a） We hope that we have made the above alternatives clear to you and thatthey may help you make your choice.b)To sum up, you can either put your money in a savings bank and receive6 % annual interest or invest in common stocks for higher returns but alsohigher risk.2 .就结尾的内容来讲，书信的结尾可以包括：( 1 )去函的结尾♦ 敦促：Having this input by JUNE 3 will enable us to maintain our schedule for...♦ 期待：Your advice would be welcome.♦ 致谢：Your prompt attention to this matter will be appreciated.♦ 协助：Shortly after I receive this information, I will be in touch with you>♦ 盼复：We look forward to hearing from you.♦ 联络：If you have any question, please call me at...等等……( 2 )复函结尾可以涉及：♦ 请求：Please indicate your acceptance of this employment by signing...andreturning a copy...承诺： We want to ensure that you enjoy the highest standards of service.致歉：I apologize for the inconvenient.答谢： Thanks again for your cooperation.祝愿：I wish you every success in your important work.往 来 ： We look forward to a very cordial relationship between our twoorganizations.♦♦♦♦♦（ 七） 书信格式信函和的格式收到一封信，收信人首先注意到的是信的格式。

美观整洁的书信格式会给收信人留下深刻的印象标准的商业书信由以下三个部分组成：・ 信头•信文• 信尾信 头在信和中，信头所占页面一般不超过三分之一发信人地址一般来说，商业书信的首页都使用印有公司抬头的信笺，抬头上标明公司名称、地址、和号码也一样，信笺上印有抬头，并采用固定的信头格式发信人的地址位于纸页首固定的信头格式内发信日期日期的书写有以下两种模式："12 June 1998” ［ 日- 月- 年］ 或“June 12, 1998”［ 月- 日- 年］日期不能缩写，序数词不能使用缩写形式，月份也不能缩写收信人地址收信人地址包括收信的全名和职衔，以及公司的全称和地址礼貌性的称呼要使用得当中收信人地址一般打在信头格式相应的空格内指定收信人姓名在商业书信和中，指定收信人姓名这一栏现已不常用收信人地址的首行已经写明收信人姓名，因而不一定需要专门指定收信人姓名这一栏如果要使用指定收信人姓名这一栏， 就要从页面左边空白处写起， 在收信人地址下面空两行称 呼商业信件和常用以下方式开头：• Dear Mr/Mrs/Miss/Ms Wang（ 表示写信人知道收信人的姓名和性别） ；, Dear Sir或Dear Madam（ 表示写给一位有具体职衔的人，如Sales Manager,Chief Accountant等，而且写信人知道对方的性别） ；•Dear Sir or Madam俵示写给一位有具体职衔而写信人又不知其性别的人） ;, Dear Sirs （ 表示写给一家公司，没有明确的收信人） 。

称呼中的第一个单词和其他所有名词的第一个字母均须大写事 由写明事由可以使收信人对信件或的内容一目了然信文全 齐 头 式（full-blocked）书信，每个段落都从左边空白处开始写起，右边空白处必须尽量对齐，不能把单词断开在齐头式书信或中，信文也是从左边空白处开始写起，在事由下面空…行信尾的信尾一般都很简短（ 通常只有结尾敬辞和署名），而书信的信尾内容则相对较长结尾敬辞一般来说， 书信和结尾敬辞都使用“Yours sincerely”或“Yours faithfully称呼为 Dear Mr/Mrs/Miss/Ms...v 时结尾用 “Yours sincerely" 称 呼 为 "DearSir/Sir or Madam/Sirs, ,时结尾则用“Yours faithfully” 信末签名写信人既可代表本人签名，也可代表公司签名如：Yours faithfullyFor precision Airconditioning Co (Pte) LtdYvonne ChongMs Yvonne ChongRegional Sales Manager (Singapore)信末签名位于左边空白处。

在结尾敬辞或公司名称下面留出三行签名的位置，然后再打上写信的姓名、职衔及/ 或部门口述者/ 打字员姓名缩写下面表中是信函或的口述者和打字员的姓名缩写口述员Cheng Fook JamChew Yit LinLin/ckhGrahame T BilbowGTBilbow:ftsGoh Bee Hua打字员Sim Loo LeeChan Chuen FyeChin Kein HoongFoo Tuan SeikHan Swee Lean姓名缩写sllCFJ/ccfChew YitGBH:HSL附 件如果信件或还附有其他文件，就必须在文中注明附件说明通常位于口述者/ 打字员姓名缩写之后可以采用以下几种方法：, Estimate enclosed, 2 Enc./Enclosuree 2, Enclosure, Enclosures:1. 2000 Price list2. Catalogue抄 送如果除主要收信人之外， 信件或还需抄送第三者时，通常用“ C C ”表示,“ C C ”即“ c a r b o n c o p y ”（ 复写本；副本） 有时，如果发信人不想让收信人知道信件或还要抄送给别人，就 用“ b c c ”（ “ b l i n d c a r b o n c o p y ”无信头副本）代 替“ c c ”，标注在不发给收信人的影印件的下方。

附 笔商业信函或中的“ 附笔” （ 缩 写 为“ P S ”）用于补充本人的说明 “ 附笔”位于左边空白齐头处，在 “ 附近”或 “ 抄送”等说明之下空一行页码说明商业信函如果超过一页，随后的各页可以在页首加注说明收信人姓名、页码及日期如：M r s . H I t a k u r aP a g e 21 4 J u n e 2 0 0 -在商业信函中，页码有时位于距页顶一英寸的左边空白处，与信文之间空两行信 封信封显然只适用于商业信件信封上收信人地址的格式必须与内文的写法一致，即齐头式，单行间隔收信人姓名位于收信人地址上方，中间空两行也可以在收信人地址的第一行中直接写上收信人的姓名和职衔格式的首页一般都印有现成的信头格式，只需填入写信人和收信人的姓名、地址、号码、页数和日期等内容即可宽式标点对严式标点在商业信函中，宽式标点比严标点更为常用使用严式标点意味着客户地址的每一行结尾都要加逗号，每个缩写词（ 包括客户姓名的首字母缩写）后面都要加点号（ 如M r . , C o . , L t d . , S t . , R d .等，又如M r .J . R . L i u ） o商务书信一般包括全齐头式， 齐头式，半齐头式一又叫缩进式，方齐头式和简化式。

i. 全齐头式（ Full-blocked）：这种格式的信函各部分内容都从左边空白处写起，用起来方便省事，是现今常用的格式之一ii. 齐 头 式 （ Blocked）：这种格式与全齐头式相似，只是有些内容不是从空臼处写起结尾敬辞、信末签名、写信人姓名和职衔都从中间写起日期可以从中间起行，也可以靠右对齐iii. 半齐头式(semi-blocked)：这种格式与齐头式雷同不同的是，半齐头式的每个段落缩进五或十个英文字母；结尾敬辞、信末签名、写信人姓名和职衔从中间写起iv. 方齐头式(square-blocked)：这种格式也类似于全齐头式不同的是，它的日期靠右对齐，和收信人地址在同一行这种格式平整见方，外观漂亮V . 简化式(simplified)： 简化时式和全齐头式相比， 有几个主要的区别： 首先,简化式没有称呼和结尾敬语，收信人姓名必须在信文内的某个地方出现其次， 事由和写信人姓名必须大写 最后， 列表要缩进五个英文字母空位,如果加有序号就不必缩进例 1 ( 全齐头式)ABC Training Co.a 188 Newton PalaceNorfolkNG29 OPA01345 567809FAX 01345 789098信头编号----------------AOur Ref RL7VP3 September 1997收信人地址姓名----------------AM J Marks30 Arlington CourtCAMBRIDGECambsCA29 5RtDear Ms. MarksRe: 500 dozen T-shirtsThank you for you inquiry in your letter of April 5for our T-shirts.称谓主题_________ A内容----------------AWe are [...]Hope to serve you soon.Yours sincerely结束语Rebecca JohnsonRebecca JohnsonManagerKF/HSEnc签名---------------->附件---------------->例 2 齐头式信头收信人地址姓名编号---------------->附 件1ABC Training Co.-A 188 Newton PalaceNorfolkNG29 OPA01345: FAX 01345 789098: Our Ref RL/VP5678093 September 1997:M J Marks30 Arlington Court: CAMBRIDGE: CambsCA29 5Rt:Dear Ms. MarksRe: 500 dozen「shirts;Thank you for you inquiry in your letter of April 5for our T-shirts.； We are [...J； Hope to serve you soon.Yours sincerelyRebecca JohnsonRebecca JohnsonManager"Enc半齐头式（缩行式）的例子3cOctober 30,2000= Messers Samson Ghadban Co., Ltd.c 15 Horns Avenue,- TRIPOLI Lebanon. 缩行式每段开头缩3 一一- - - 一 进若干字符， 也就是中文.三Dear Mr. Smith「" 一 中所说的空格。

C 4—uucLLlrLLLUUU匚匚匚匚匚」」Thank you for replying so promptly to our enquiry for lightweight extinguishers and alsofor your offer to arrange a demonstration.Our general manager and our office manager will both be able to meet Mr Burton at any gtime during the morning or afternoon of Friday, November 10th. It would be helpful if Mr □Burton would write or phone to say what time we may expect him. ?结尾敬辞、信末签名、写信人姓名和职衔从中间写起Yours faithfully,John BlackJohn BlackAssistant Manager例子4 简化式匚=匚|3上」|;匚匚匚匚匚匚LLLrLnLLLLLULJ厂匚匚口匚匚」匚匚厂匚匚匚匚匚仁EOctober 30,2000Messers Samson Ghadban Co., Ltd.15 Horns Avenue,TRIPOLI Lebanon.Thank you, Mr. Smith, for replying so promptly to our enquiry for lightweight extinguishersand also for your offer to arrange a demonstration.口口口。

0 =』口二口口口DLL〔nOur general manager and our office manager will both be able to meet Mr Burton at any time ;during the morning or afternoon of Friday, November 10th. It would be helpful if Mr Burton 2would write or phone to say what time we may expect him.John BlackJOHN BLACKAssistant ManagerC3n1=1aaaE3口i=imoE3aaucn课后练习练习一.Cross out any incorrect number usage and write the correct form in the blankto the right. If the sentence is correct, mark it C.EXAMPLE: 25 new employees will be hired next month.251Twenty-five( 1) At least 1/2 of the financing for the new project will come from selling bends that bear8 % interest.(2) The meeting will be on Saturday, July 10th, at 8 o'clock.(3) When John is 25 years old, he will inherit twenty thousand dollars.(4) My plane leaves at 7:00 a. m.(5) The offices a/the 1st National Bank will be moved from 242 10th Avenue to IFifth Avenue on June 15th(6) The price of the book is $10.00, plus sixty cents sales tax.(7) To send the letter by 1st class mail, use three five-cent stamps.练习二.Cross out any incorrect abbreviation usage and write the correct form in theblank to the right. If the sentence is correct, mark it C.( 1) My address is 37S$ So. 45 St. ___(2) I listened to K. N.B.R. to hear the latest news.(3) Miss. Taylor and Mr. Walker left the bldg, by the side entrance.(4) Order # 7432 is missing from the co. files.(5) After Feb. 15 all dept, stores in this area will stay open until nine.练习三.Cross out any words that are incorrectly capitalized and any words that containerrors in the use of numbers or abbreviations. Write the correct forms in the blanks tothe fight. If a sentence is correct, mark it C.( 1) Peter L. Gentile, junior, is the Manager of the 1st State InsuranceCompany, which has offices at 427 Third Ave.(2) I took Principles of Accounting in the Fail Semester, and I took CostAccounting in the Spring Semester.(3) We hope to ship Order Number 4672 by Fri., Nov. 22d. _(4) Channel K. A. O. Y., the educational television channel, is on the air fromnine a.m. to eleven p. m.(5) I liter is equal to 1.0567 qts.练习四.I>. Choose the best opening or closing.(1)A. This is to enquire what address we can reach you.B. Please tell us your address.C. We should be pleased if you would let us know your address(2)A. We are writing to answer your questions.B. We sent to you this morning our latest catalogue you requested in your letter ofyesterday.C. We beg to state that your letter of October 2 has been given carefulconsideration.(3)A. We received your letter of May 5. Here is a copy of our price list youasked for.B. We enclose herewith a copy of our price list for which you asked.C. Here is our price list you asked for in your letter of May 5(4)A. We write in answer to your favor of February 10.B. We are pleased to say that we can accept your conditions in your letter ofFebruary 10.C. We acknowledge receipt of your letter of February 10 and wish tocomment on your conditions.(5)A. You will soon hear from this head office which has wide connectionswith large groups of the world, that your application for the job of asales representative is being considered.B. We write with pleasure to inform you that we have considered yourapplication favorably.C. We are pleased to tell you that your application for the position of a salesrepresentative is accepted.(6)A. Thanking you once again we remainB. We will consider your suggestions favorably.C. Assuring you of our favorable consideration, we remain.(7)A. Thank you again.B. Please be assured of our best attention.C. Once again, may we express our appreciation to you.(8)A. Finally, may we thank you once again for your cooperation.B. Thank you again for your cooperation.C. I wish to express my heartfelt gratitude for your kind cooperation.⑼A. We hope to have frequent contacts with you.B. Hoping to be able to keep in touch with your good services for the yearsto come, we remain.C. Hoping to be in frequent contact with you and assuring you of our bestattention.(10)A. We have pleasure in acknowledging receipt of your letter dated May 5.B. We are sending a copy of the maintenance manual you asked, for inyour letter of May 5.C. We enclose a copy of our E- 30 Air condition maintenance manualwhich you asked for in your letter of May 5.II>. Rewrite the following sentences:(1) We have received your letter of June 4. We are giving you the informationyou want.(2) We read your letter dated October 9 carefully. We are glad we can answeryour questions.参考答案练习一：1. 1/2, 8%-> one half, 8 percent2. 10th, 8 ^ 10, eight3. 25,twebty thousand dollars 今 twenty-five, $20,0004. 7:00 9 75. 1st, 10th, 15th^ first, Tenth, 156. $10.00, sixty $10, 607. 1st, three -> first, 3练习二：1. So., St 今 South, Street2. K.N,B.R. -» KNBR3. Miss., bldg.今 Miss, building4. #, co. No., company5. Feb., dept. T Februery, department练习三：1. Jr. manager, First, Avenue2. fall semester, spring semester3. No., Friday, November 224. KAOY, 9, 115. One, quarts练习四： I> a. b .c. b. c. b. a. b. a. bII> 1) Having received your letter of June 4, We are giving you theinformation you want.2) We have carefully read your letter of October 9 and are glad to answer yourquestions.第三讲商务便函与电子邮件写作一 .便函与电子邮件简介：1 .商务交流的选择一口头交流还是写便笺在亚洲I ,人们喜欢直接交谈。

主要是因为：( 1 )直接交谈有助于保持良好的关系 2 )直接交谈可以减少误会2 .商务便函与电子邮件的内容与特点( 1)商务便函① 定义及内容：商 务 便 函( Memorandum,简 写M emo)是同一商业组织内部广泛使用的书面联系形式② 特 点 ：i .商务便函的组成部分比较简单，这是它最大的优点ii .商务便函的语气需要根据写信人与收信人之间的关系以及所谈内容来决定 2 )电子邮件①定义及内容：电子邮件的内容通常包括：询问信息，道歉，确认，通知，倡议等等② 特 点 ： 基于高速快捷的因特网的发展，电子邮件也具备了使用方便、传播快捷、一信多发，而且价格十分低廉的特点，因此特别适合国际间的交流3 .便笺和电子邮件的主要作用• 查询资料• 要求采取行动• 提供资料• 提供建议• 警告, 解决问题二 . 便笺和电子邮件的结构和措辞♦ 便笺和电子邮件必须条理清楚、证据恰当、措辞得体，这样才能达到预期的目的1. 格式例子:Internal MemorandumTo: Anne BellFrom: Graham DavisDate; 23 March 1992Subject: Office FurnitureWe need some comfortable chairs for visitors to go in the managers' office.Can you arrange it?We need 10 chairs in either beige or dark brown. The maximum you can spend is $ 500.便笺和电子邮件的格式。

⑴ 信 头 ：①便函信头由于便函是内部沟通，所以没有必要写信内地址、回信地址或称谓所有便函基本上都有同一的格式，即分成四部分：发信人、收件人、日期和主题另外在便函开头还要写“MEMORANDUM” 或 “MEMO” 字样②电子邮件信头电子邮件的格式类似于便函格式，包 括 From（ 发信人姓名） , To （ 收信人），Cc （ 副本收信人，隐匿副本收信人）及 Subject （ 文件名，信件主题）等项目其中不可缺少的是T和 Subject两个项目，其他项通常可以根据使用者的需要增加或删除信文的内容一般包括：I. 致： （ To:）说明便笺或电子邮件的收件人在便笺中，这一栏可以写收件人的姓名或职衔，也可以把两者都写上♦选择哪一种写法主要看写信人的职务以及和对方的关系♦收件人称呼怎么写还取决于机构的规模和作风♦此外，称呼的方式还受到便笺内容的影响♦电子邮件中， 一定要使用对方的电子邮件地址 电子邮件地址包括五个部分:前缀名；符号；机构名称；机构类别、代表政府部门、代表军事组织；国别或地区代码II. 由： （ From:）说明便笺或电子邮件的发送人和 “ 致 ”这一栏一样，发件人的写法也要考虑四个方面：发件人在自己任职的机构中的职位、发件人和收件人的关系、机构的规模和作风、便笺的内容。

III. 日期： （ Date:） 发电子邮件时，日期一般由电脑自动插入1 .日期的写法有两种， “日- 月- 年" （ 如 12Junel998） 或 “ 月- 日- 年” （ 如June 12,1998）；2 .书写日期时不要使用缩写形式，序 数 词 （ 如：1st, 2nd, 3rd等 ）和月份都不能缩写；3.如果使用“ 日- 月- 年”格式，月和年之间不要加逗号IV. 事由： （ Subject:）事由必须写得明白易懂，使人一目了然事由写得好可以突出信文的目的，引起收件人对重点内容的注意 2）信文：写便笺和电子邮件时，在格式方面还应注意以下几点：1 . 首先，便笺和电子邮件不同于信件或，无须使用称呼（ 如 “DearMrSoo" ） o2 . 同样，便笺和电子邮件中也无须使用公式化的结尾敬辞3 . 便笺一般无须签名，只是在信文后写上自己的姓名和姓名缩写就可以了，也可以什么都不写有些电子邮件软件可以使用数码插入方式签名4 . 如果便笺或电子邮件需要抄送其他人，应在信头注明5 . 便笺和电子邮件中，无须写上打字员的姓名6 . 便笺和电子邮件的正文部分，段落内采用单行间隔，段落之间采用双行间隔。

2 . 结 构便笺和电子邮件一般都使用标准格式，写起来比其他商业书信或容易也就是说，写便笺和电子邮件时可以集中在内容的组织上，使其条理清楚、 脉络分明便笺内容的组织有两种基本的方法：首先介绍情况，然后提出要求或建议首先提出要求或建议（ 或称置前），然后说明情况•下面我们通过几个具体的例子来讲述商务信函和电子邮件的具体写法以及注意事项：询问或提供意见和建议的便函， 列 一：MEMO TO: Department ManagersPlease answer the questions listed below about the use of temporary help in yourdepartment.（ 开头礼貌地提出要求）With your ideas we plan to develop a policy that will help us improve the processof budgeting, selecting and hiring temporaries.（ 间接地解释目的）1. What is the average number of temporary office workers you employ eachmonth?2. What is the average length of a temporary worker's assignment in yourdepartment?3. What specific job skills are you generally seeking in your temporaries?4. What temporary agencies are you now using?（ 通过列举条目提问，更容易阅读和理解）By replying before January 20, you will be have direct input into the new policy,which we will be developing at the end of the month. This improved policy willhelp you fill your temporary employment needs more quickly and more efficiently.（ 包括结束日期，原因和对读者的好处）注意：要在第一句话里重复和详述。

请比较:间接开头[ i接开头For the past six months the HumanResources Development Department hasbeen considering changes in ouremployees, benefit plan.Please review the following proposalregarding employees, benefit, and let meknow by May 20 if you approve thesechanges.询问信息的电子邮件，例二：From: gaoxiang@Mail to* ****@****** *** **Subject: Request for CatologDear Sir or Madam,I am interested in purchasing your latest mail order catalog, and would like to knowthe cost, including postage to Beijing.I hope to hear from you soon. Thank you.Sincerely yours,User @Zhida Co., Ltd.17, Fuchengmen Beidajie, BeijingFax: 86-10-68329996c .致谢的便函例三：（Office supplies production plant）To: Mike Wang, PurchasingFrom: William Jiang, Production ManagerDate: December 8,2001Reference: Parts Order 4435Subject: Receipt of Component PartsOur department has received the component parts we requested on November 3,2001. Thank you for your prompt action.（ 说明陈述并表示感谢）However, my assistant discovered that three items are missing from the order: one platenknob, a printer head, and one antiglare screen. If these items are not in stock, please orderthem for our department.（ 其他补充）IG: rs通知性质的电子邮件：例四：D .主管会议开会的通知：TO: All ManagersThe next Monthly Management Meeting will be held at 10:00 a.m. on Monday,April 5, in Meeting Room A.Following is the agenda for the meeting:Purchase of New Office ComputersExtension of Summer HolidaysBudgetary ControlIf there are any other items you would like to be placed on the agenda, let meknow by e-mail by the end of this week. Thank you.John Smith3 . 便函和电子邮件的语气和措辞( 1) 语 气便笺和电子邮件的语气能反映出发信人和收信人之间的关系，主要体现在信文是否正式和语气是否肯定这两个方面，通常为下表所示的儿种情况:— < - - - - - - - - - - - - - - - - - 肯定程度(CERTAINTY) ---------------------------> +委婉、正式0较肯定、正式肯定、正式回委婉、较正式较肯定、较正式肯定、较正式正式程度(FORMALITY)V委婉、非正式0较肯定、非正式肯定、非正式同上表中的A, B, C和D四种语气分别用于以下四种情况：（ 1） 资历较浅的雇员向老板作简短的书面汇报，就某个目提出- - 系列可行的 建 议 （ 语 气A）；（ 2） 要求严格的经理发出通知，要求员工遵守公司守则（ 语 气B）；（ 3） 同事就确定午餐会日期提出建议（ 语 气C）；（4） 细心周到的经理对公司新来的同事表示欢迎（ 语 气D）（ 2）措 辞下列所列的语言可用于表达前面提到的几种作用。

每一种表达方式都根据其正式程度［ 正 式（ F）、较 正 式（ N）或 非 正 式（ D ］和肯定程度［ 肯 定（ C）、较肯 定（ N）和 委 婉（ T）进行分类这只是个大致的分类，读者的理解会受到这些用语的上下文影响］请注意阴影部分的词汇的用法：询问情况正式程度肯定程度I want you to pass me all the information you haveabout...NCI should like to know exactly what action has beentaken...FCI should like you to give me a record of...请求采取措施FCCan you please arrange for...ICPlease find out...（ 表示尊敬的词语）ICCould you please ensure that...NNI would like you to...NCDo you think it would be possible to...?NTI am writing to remind you that...报告情况说明查询的背景NNI have looked into this matter... N CI have made enquiries/dealt with the enquiry/about... F CI have investigated...as requested in your memo of 2 F CFebruary.就查询作出解释I am told that... N NI am informed that... F NI understand that Ms Robinson was unaware of the F Tsituation.I have found/discovered that... N C解释跟进查询的情况I have offered/arranged a discount of 10%... N CI have sent an invoice for the outstanding sum to Mrs N CLau.提供建议Can we get together sometime later this week to I Tdiscuss...?You really ought to... I NDon9t forget to... I CIt seems to me that you should... N NPerhaps it would be a good idea if you were to... N TIt would probably not be a good idea to... N TMay I suggest that...? F TI think that we should... N NWe need to... N C警告Our supplies are becoming increasingly depleted. N CUnless we order..., the store might run out in the N Nmiddle of the heavy season.We urgently need...if we are to meet demand. N CI am concerned that, unless we are very careful, our N Cposition will be compromised.承担责任/ 道歉I am afraid I was responsible for confusing the N Cinvoice.I,m afraid it was me who confused the invoice.ICI must apologise for making this mistakeI'm (terribly) sorry about making this mistake.F CI C4 .写作方法与行文策略写便函或电子邮件时，需要注意：令 首先要考虑是否用口头方式（ 面对面地或通过）沟通更加合适,以此来决定是否使用便函或电子邮件。

如果使用便函或电子邮件，那么要牢记：A）内容：内容的组织要最能体现信文的目的B）语气：语气要适合双方之间的关系写信时要考虑到信文的正式程度和肯定程度C）篇幅：信文不宜太长- - - - -般不超过二至三页如果是电子邮件，应考虑是否有必要把想到的事情都写上D）安全：使用电子邮件时要慎重考虑所附文件，该文件可能会拷贝到对方的硬盘上去课后练习练习一：下面左边各段选自中的对话， 请写出在功能相同的便笺和电子邮件中书面语言的表达Hello, is that Michael Lee? This is theManaging Director here. Could you drop thatreport you're working on over to me thismorning? You know the one. About thefeasibility of expanding our range of products.Thanks.^^“Harry? Yes, it's Pete. Look, we'd better dosomething about attendance at our departmentalstaff meetings. If we don't, no one will haveany idea of what's going on. What's more,since people are paid to attend, maybe we'dbetter think about docking people's salaries ifthey don't attend.“Hello, could I speak to the ProductionManager, please?... Hello, Mr Park. This isKim Wongchui, here. It's about that inspectionyou asked me to carry out. I'm afraid we founda lot of quality problems with the newmachinery we've installed. I'd suggest shuttingdown production until we know the extent ofthe problem.^^Hello, Mr Fu? This is Frances Koh here. Yes,Senior Accounts Supervisor. Mr Fu, Fm afraidI made a slight mistake in the figures I sent yourecently. Yes. Well, not really my fault. Thecomputer was down. You know how thesethings are... Would you like me to send overthe revised figures? You would. OK.练习二：下面左边的便笺中有多处语法、用词和文体上的错误，请指出并在右栏改正左栏中的错误。

练习三：1. The following sentences are taken from memos that are not clear or concise.Rewrite them to make them better.1. We have come to the decision that it is not possible for this offer to be accepted by ourMEMORANDUMFrom: The MangerTo: All grade B staf fand lowerDate: 6 June 200-Subject:4Last Thursday, when 'B' shift wereclocking off, one of the men hit his headagainst a safety lader which someone hadcarelessly left down. He had to havestiches in his head because of this.I am fed up with telling you about thiskind of things. One of these days, we'Hhave a serious accident, and then it will betoo late. Unless I see a great improvementin your attitude towards keeping the placetidy and safe, I'm afraid ril have topunish pany.2. In view of the fact that we will lose a big contract next year, expenses will have to be cut byour company.3. In the event of a retailer finding our shirts unsatisfactory, we should make arrangements forthem to be collected and replacements sent without delay.4. In spite of the fact that we are losing orders to our competitors, we have no intention oflowering our prices.5. The reason why our sales are going down is because of the lack of staff in the promotiondepartment.参考答案练习一：/ I should like you to send me the report that you are currently working on(Feasibility Study of Product Range Expansion ) ./ Something really ought to be done about attendance at departmental staffmeetings. Otherwise, we might find that important information is notbeing passed on. What do you think about docking the pay of those whoare absent?/ At the recent inspection, it was discovered that there were a lot of qualityproblems with the new machinery. I suggest that production be shutdown until the extent of the problem is known./ I am afraid I made a slight mistake in the figures I sent you recently.This mistake was due to the computer system being out of operation.Please tell me if you need the revised figures.练习二：MEMORANDUMFrom: The MangerTo: All grade B staff and lowerDate: 6 June 200-Subject: Safetyt Precautions at WorkLast Thursday, when B shift were leaving work, one of the men struck his headagainst a safety ladder, which had carelessly been left in a lowered position. As aresult, he had to have stitches in his head.I have had cause to tell you about this type of accident on many occasions before. At some time, aserious accident will occur, and then it will be too late. Unless I see a great improvement in yourattitude towards basic safety precautions, I shall be forced to punish offenders.练习三1. We have decided that we cannot accept this offer.2. Since we will lose a big contract next year, we must cut expenses3. If a retailer finds our shirts unsatisfactory, we should collect and replace them withoutdelay.4. Although we are losing orders to our competitors, we will not lower our prices.5 . O u r s a l e s a r e f a l l i n g b e ca u s e o u r p r o m o t i o n b r a n ch i s u n d e r - s t a f f e d .第四讲商务会议记录一. 会议记录简介（ 一）什么是会议记录？会议记录一般记录会议的主要内容， 并分发给各与会者（ 或应该出席的人） 。

缺席者也可以通过会议记录了解会上的决定在许多国家，会议记录是由秘书完成的，但有些情况下，由主管人员亲自作会议记录会比较好，因为：• 秘书可能不理解会议所涉及的技术细节• 如果会上只用英语交谈，秘书在理解上可能有困难• 经理可能不愿意较低级职员出席他们的会议 二）怎样写好会议记录会议记录不仅要记下会议的内容，而且还要抓住会议的精神因此会议记录者不仅要理解发言的内容，更要领会其言下之意二 . 会议记录的内容，格式和过程引例：二 The Hooper Trust Board of Trust Meeting| May 11,2001u二 The regular monthly meeting of the Board of Trustees was held on Tuesday, May 11,2001.Present: Dr. Xxx, Presidentu° Mrs. Xxx, Vice Presidentr:晨 Mr. XxxEc Absent: Ms. Xxx, Judge Xxx, Ms.XxxE==Call to O rder宣布会议开始uu:u Dr.Xxx Called the melting to order at 6:30 p.m.uMs. Xxx, DirectorMr. Xxx, SecretaryMr. Xxx, ClerkULLU匚匚UApproval of the Minutes 通过前一次会议记录On a motion by Mr.Xxx, the minutes of the last meeting were read and approved as corrected.Report of Standing Committee 常务委员会报告The Special Service and Personnel report were distributed before the meeting and were accepted for flinel on a motion by Mr.Xxx. On a motion by Mr.Xxx, the Board approved the following change order for the口l annex: "Substitute Terne-coated stainless-steel roofing material for the zinc material originallyu工 specified. Mg Yes: Mrs. Xxx No: Mr.Xxx三 Mr. Xxxu" Mr.Xxxn'i- Unfinished Business 待议事宜口After amendment and further debate, the following resolution was adopted: fctResolved, that the Trust hireE =U「Stuart DeRosa at a sum of $ 1,500 to appraise the 56 Main St. property.匚c== New Business近期事宜n二 The Board agreed that a special meeting should be held on May 18 at 4:00 p.m.r:g to discuss the company's goals.nnC=C3c口E=C3[ Adjournment 休会 三t The meeting was adjourned at 10:00 P.m. 二cn记录员签名c Clara Jordan, Clerk记录员姓名、身份（- ）会议记录一般都包括下述内容：（ 1 ） 会议开始和结束的时间，以及下次会议举行的时间；（ 2 ） 会议主办单位（ 如某个部分、管理层、指导委员会等）；（ 3 ） 与会者和缺席者及会议的主席和秘书名单；（ 4 ） 进行的讨论；（ 5 ） 分派给个人的任务；（ 6 ） 个人的报告；（ 7 ） 将来要采取的行动；（ 8 ） 所做的决定；（ 9 ） 作决定有关的个人的详细情况。

二）会议记录的格式（ 1 ） 用白纸写（ 2 ） 把题目居中、大写如 " M E E T I N G O F T H E E X E C U T I V EC O M M I T T E E ”（ 3 ） 内容要双倍行距（ 4 ） 缩进5 ~ 1 0 个字母（ 5 ） 列出主持人和记录员的名字（ 6 ） 尽量紧跟会议日程主题（ 7 ） 列出缺席者（ 8 ） 如果有任何议题，决议或投票，要一字不差地记录下来（ 9 ） 记录下会议休息时间（ 1 0 ）用商业语言，避免描述性的语言，（ 1 1 ）列出并总结会议要点（ 三）会议记录的全过程通常包括（ 1 ） 会场记录；（ 2 ） 参阅与会议有关的文件、稿件、名单等；（ 3 ） 补充修改现场记录稿，将其整理成文；（ 4 ） 收集、排列附件；（ 5 ） 将记录及附件交主管审核三 . 会议记录的措辞和结构会场中撰写会议记录分三个步骤：（ 一）听听懂会上的发言是做好会议记录的必要条件 二）做笔记下面介绍三种做笔记的方法：1 . 使用缩略语2. 使用缩写( 1 ) 单词缩写：记中常省略词尾元音如:-ability/-ibility-mentfeasiblty = feasibilitycapablty = capabilityencouragmnt = encouragementmanagmnt = management-iondistn = distributionpopn = populationoperatn = operation-ingraing = trainingnvestng = investingaffng = staffing( 2 ) 句子缩写：一般来说，句子由两类词构成：虚 词 (grammarwords)和实 词 (content words)。

3 ) 使用符号：使用符号也是笔记中常用的方法，用于表示不同内容之间的关系> 因果关系通常可以用箭头( 一)表示> 常用的符号如：= 、#、乌、一、一、，、• . •( 三 ) 撰写会议记录( 1 ) 最后一个步骤是要把笔记整理成一篇文理通顺的会议记录，反映出会议的精神下面我们列举了一些常用的引述动词这些动词可分为以下儿类：• 提出观点 (Introducing an idea/opinion)• 表示反对 (Rejecting an idea/opinion)• 表示异议 (Countering an idea/opinion)• 表示同意 (Accepting an idea/opinion)• 作出反应( Responding to an idea/opinion)• 作出决定( Coming to a decision )提出观点报告情况(Reporting)提出建议(Suggesting) 发表意见(Giving anopinion)announcedbrought upclaimeddeclareddisclosedexplainedoffered believedproposed expressed the opinionput forward feltsuggested thoughtmentioned舟汁 二火 Ng 嘀 _ _ _ _ _2 __4 --------- 4L， __、表 示 反 对 1argued againstdenieddisagreeddisagreed withdisputedrefused表示异议complainedcontendedrefused to comment on表示同意acceptedacknowledgedadmittedagreedconceded. . . -. . * . .1作出反应answeredapologized forcounteredrenlipd作出决定resolveddecidedagreed•这些引述动词一般都作用以下五种文法结构，单词后面括号中的数字代表这些文法结构：结构 1 (+ that + sentence)Mr Xie admitted that the Company had spent rather too much on training inthe previous year.结构 2 (+ to + infinitive verb)The Senior Engineering Officer, Mr Han, offered to visit the plant in thecoming month.结构 3 (+ ...ing)Mr Liu suggested taking on a number of new members of staff to cover theshortfall.结构 4 (+ the fact ( or idea) that + sentence)Mrs Chuang referred to the fact that the Company had previously hadtrading contacts with Taiwan.结构 5 (+ noun)Mr Chau apologized for the inconvenience caused by his Department'sreorganization.( 2 ) 间接引语•在结构1和结构4 中，引述动词之后必须跟完整的句子。

引述时的时态和原话使用的时态是不同的，例如：原 话 (Spoken Statement)弓 I述 ( Reported Statement)Y stated that...(1) 4The Company spent rather too much ...the Company had spent rather toomuch onon training last year/training in the previous year.(2) 'Efforts must be made to increase links ... efforts had to be made to increaselinkswith mainland China9(3) 1 shall oversee the move to newwith mainland China....she would oversee the move tonewpremises personally/(4) The personnel issue will not go awayaway ifif the Company simply ignores it/(5) 'Exports are down this year.9premises personally....the personnel issue would not gothe Company simply ignored it.Exports were down this year.•右栏中的引述称为间接引语( reported speech)。

在引述别人所说的话时,必须注意时态的变化请牢记下列规则：,一般现在式改成一般过去式•现在完成式改成过去完成式,一般过去式改成过去完成式四. 写作方法和行文策略写会议记录时：( 1 ) 录音：如果来不及做笔记，可以用录音机把会议经过录下来 2 ) 尽快动手： 会议结束后尽快动手写会议记录——不然你会忘记笔记的内容 3 ) 缩略语：使用缩略语或缩写句子，但要确保会议结束后也能看得懂 4 ) 领会与核实：不仅要记录发言人的内容，还要体现出其言下之意，必要时可在会后向发言人核实参考练习练习一.下列左栏的句子选自一些商务会议，根据这些发言在右栏做作出内容笔记1. Mr Siu: 4The Production Departmentis not responsible for the Company'spoor performance in the first quarter/2. Mrs Wong: 'I think we shouldincrease our intake of graduateengineers before the year 2010/3. Mr Chou: If exports drop inthe third quarter, we will haveto think about developing thedomestic market/4. Ms Fan: 'Prospects for thefuture are good. So, I'd stronglyrecommend an increase in staffsalaries/5. Mr Wu: "Changes in theexchange rate led to a dropin sales last quarter. Becauseof this, I recommend caution infuture trading/练习二. 下面左列是奥斯曼实业公司和权华维修公司会议的节录。

请试着在右栏中自行撰写会议记录5 . Changes in exch, rate -* \ sales last Q. /• recommend! In future trad.(Mr Wu)练习二：♦ Harry Fung described the background to the incident.♦ Discussion took place about possible causes of the incident.♦ Mr Clark suggested that tougher security measures should be introduced tocombat vandalism.♦ Mr Koo agreed to carry out remedial work the following week.♦ Mr Koo suggested that flame retardant paint could be applied, and offered toundertake this work if required.♦ Mr Clark concluded the meeting with a summary of the decisions reached.第五讲商务信函写作——查询信与复查询信- . 查询信简介（ -）定义及作用查询信属于信息类信件（ Information Letters）, 写信询问有关对方产品或服务的信息。

-）分类四种基本的查询信：要求提供服务、要求提供建议、要求报价、要求提供文件二. 查询信的写作（ -）写作步骤（1）自我介绍或说明原因（ 目的）2）具体询问 3）表示希望回信的日期4）（ 如果需保密）表示会对对方提供的信息保密। 例 一 ：July 6,1999Dear Sirs,Hand-made garment in pure materials,We learn from the British Embassy that you are producing hand-made garment for export in purem ate ria ls.（ 在信的开头便直截了当地写明你想询问的问题 ）There is a steady demand here for high-class goods of this type especially in the brighter colours.（ 把你所想了解的，以及你已经了解的信息尽量表达清楚 ）Will you please send us your catalogue and full details of your export prices and terms of payment,together with any samples you can let us h a v e .（ 在结尾处提出愿望与要求。

）We look forward to hearing from you.Yours sincerely,Thomas WilsonThomas Wilson例二:Dear SirWooden fitments 事 由 标 题Would it be possible for you to send us a catalogue and list price relatingto your wooden fitments? 直 接 提 出 问 题 ， 语 言 明 确This company produces a large range of domestic and office furniture,and we are interested in using a number of products from your currentrange in the manufacture of our goods.简 单 说 明 写 信 的 原 由I look forward to hearing from you soon.Yours faithfully,Ann Smith 签 名（ 二） 查询信的措辞和结构（ 1 ）事由标题事由标题位于称呼之后，信文之前，它能使查询信的内容变得一目了然。

2 ）第一段第一段必须直接提出问题，语言明确，不能含糊其词♦ 句式与措辞查询信必须写得便于对方作出回答 1 ）第一段A. 询问信息B .寻求资料（ 2 ）第二段如果是新客户向供应商发出查询信，就必须在第二段中简单说明写信的原由如果是老客户，就要在第二段中对供应商曾经给予的帮助和服务表示感谢最后，不管新老客户，都要在第二段中简单说明需要这些资料的原因及用途在第二段里还可以对自己作为写信人的情况稍作介绍 3 ）第三段（ 三） 写作方法和行文策略查询信必须（ 1 ）明确说明需要什么及其原因；（ 2 ）脉络清楚，便于对方一一解答；（ 3 ）问题不能太多——看看是否还有其他资料来源；（ 4 ）对别人将会提供的帮助表示感谢三 . 复查询信（ 一）简介回复查询信要则： （ 1）及时回复 （ 2 ）语气得体 （ 3 ）内容完整（ 二）回复查询信件写作1 .个案分析例 三Dear Sir or Madam,Hand-made garment in pure materialsWe have received your enquiry of 20 August and thank you for your interest in ourproducts.复 查 询 信 要 在 第 一 段 说 明 来 函 收 悉 ，指 出 发 函 或 收 函 的 日 期 ，概 括 对 方 询 问 的 内 容 。

A copy of our illustrated catalogue if being sent to you today, with samples of some ofthe leathers we use in our manufactures.回 答 对 方 的 询 问 ， 说 明 随 函 已 附 所 需 文 件Mr. Zhang, our sales representative, will be in Milan early next month and will be pleasedto call on you. He has with him a wide range of our manufactures and, when you seethem, we think you will agree that the quality of the materials used and the high standardof craftsmanship will appeal to the most selective buyers.指 出 对 方 可 能 感 兴 趣 的 一 些 特 点We look forward to the pleasure of receiving an order from you.Yours faithfullyJohn Williams 签 名John Williams回复要求提供文件的查询信：I .回复要求提供文件的查询信对要求提供文件的查询信是最容易回复的，只需说明随函已附所需文件，并顺便表示你愿意提供更多的帮助。

信中还可以指出所附文件中对方可能感兴趣的一些特点：① You will find on page 3 of the brochure that we offer exactly the type of fansthat you require.② You can see in the enclosed catalogue that we specialize not only in domesticappliances but also in products for industrial use as well.③ As you can see, this report shows that the effects of typing, in terms of wriststrain, have been underestimated fbr many years.例四:We are writing in reply to your letter of August 2, which was passed on to us by MCSOffice in London. In your letter, you asked for our advice concerning the marketing ofmotor-cycles in China, in particular Northeast China.At the moment, it would seem to us that your best course would be to have a salessurvey made. At the same time as finding out about sales prospects, it is essential thatpossible future dealers should be also investigated, and this service is part of all sales-surveyswe made.In addition to having a survey made, we would also advice you to make a personal visitto the country. This would enable you to “get the feel “of the area concerned, which, in ouropinion, is vital for any businessman planning a major marketing venture.使 用 情 态 动 词 ， 如c a n , c o ul d , m i g h t , w o ul d等We look forward to hearing from you again in the near future. If you need any detailsabout the kind of survey we undertake, Head Office will be very happy to supply them.表 示 希 望 所 提 供 的 信 息 有 用 ， 并 欢 迎 对 方 再 次 来 函 并 暗 示 自 己 愿 急 为 对 方 效 劳II . 回复要求提供建议的查询信回复要求提供建议的查询信时，通常必须分析问题发生的原因。

这时一般要使用情态动词，如can, could, might, would等例如：① Excessive humidity can seriously affect the operation of our②③④equipment.The cause of your problem could be excessive humidity.It might be that excessive humidity is behind your problems.Excessive humidity would create the effects that you described.III . 回复要求提供报价的查询信i . 如果对方要求提供货物或某项服务的报价， 在回函的第二段中应作详细报价报价应明确显示该价格所包含的内容i i . 同时应指出该报价的“ 有效期”及发货日期2 .复查询信的措辞和结构♦措辞：复查询信的措辞和结构应该体现回信人对双方业务关系的重视♦结构：复查询信的结构大致相同，一般分为三个段落I . 第一段> 复查询信要在第一段说明来函收悉，指出发函或收函的日期，概括对方询问的内容。

以下是第一段中常用的一些语句：① Thank you for your fax of 29 September enquiring about the possibilityof undertaking research at our company.② I have received your letter of 13 May requesting information about ourdomestic product range.（ 3） I was very pleased to receive your fax of 3 January regarding yourcompany's decision to consider using the services of Ajax CleaningAgency.> 如果你和来函询问的客户以前有过生意上的往来，那么就应在第一段中提及；同样，如果查询资料的人是经别人推荐，也应在这一段中提到对于前者，可以这样写：① It was a pleasure to hear from you again.② I am pleased to hear that we have been recommended to you by...I I .第二段（ 1）应直截了当地提供完整详细的资料•，而不只提供一个大概的信息。

2）回复查询信时要做到恰到好处 3）回信中提供的信息必须清楚明确 4）信息的排列必须明白易懂 5）信文的要点可以用大小写字母或罗马数字分成几个大段或小段 6）回函时可以作出临时安排，让对方确认，而且必须要求对方确认所作的安排是否可行♦ 可供表达的用语有下列几种：① Would it be convenient for our representative to call at your site onWednesday 16 June at 3.00 pm?② If it is possible, we should like to arrange a demonstration by the end of thismonth.（ 3） If you wish, you can visit our showroom any time in September between 9.00am and 5.30 pm.④ We can arrange for our service engineers to visit you within three days ofreceiving your confirmation.♦ 此类回信中还可以指出你能够提供的折扣率。

这时同样需要使用介词，如：① We offer a 5% discount on sales over $10,000.② We can give a 2.5% discount on payment within 30 days.( 3) 末 段I . 最后一段通常用来表示希望所提供的信息有用， 并欢迎对方再次来函 例如：① I hope that the information enclosed will prove useful to you.② I now look forward to receiving your confirmation of the arrangements Ihave provisionally made regarding the visit by our representative.(3) I hope that the enclosed advice will help you to overcome the problems youhave been facing with the equipment.④ I hope that this quotation will prove acceptable to you.II.欢迎对方再次来函询问可以这样表示：① Please feel free to contact me again if you have any further queries on thisor any other matter.② Please do not hesitate to contact me again if I can be of further assistance.3.写作方法和行文策略回复查询信时要做到：①及时回复，建立可靠信誉。

②使用积极关切的口吻③ 应表现出乐于提供协助的态度，向对方提供完整详尽的信息——内容不应太少④脉络分明，条理清楚，使对方一目了然课后练习练习一：查询信从 B 栏中选择适当的句子接在A 栏后面A1. Could you tell me if the newsafety regulations for glassaffect domestic as well asindustrial suppliers?Ba. We have had the same furniture formore than five years and now it is timeto change.2. Could you please send me acatalogue of your officeequipment range?3. Would it be possible for you tosend a plumber to look at theheating system in mywarehouse?4. I should like to know if yourcompany is associated with acompany in Bangkok with thesame name, also in the field ofelectronics.5. I should appreciate furtherdetails about the camera youadvertised in PracticalPhotographer.b. We are already making glass to therecognized standard for industrialpurposes. However, we have manydomestic clients, too.c. Although the pictures looked verynice, rd like to see the technicalspecification as well.d. We have been having some problemsrecently. I think it is the thermostatwhich is causing difficulties.e. I saw their name recently inconnection with a court case for fraudin Thailand, and wondered if you wereconnected.练习二：复查询信阅读下列两栏句子。

左栏描述问题，右栏提出解决方法把问题与相应的方法配对1. The PCB may be faulty. a.2. The computer appears to be b.over-heating.3. The cassette recorder mechanism c.is malfunctioning because of thehumidity.4. The television voltage selector d.may be incorrectly set.5. You may not be following the e.operating instructions correctly.You must keep the cassette recorder in a dryplace.You need to make sure that you set thevoltage selector correctly.You should follow the instructions exactly.You should replace the PCB.You ought not to use the computer for longperiods.练习三：选择方框下面所给词语，填入下列复查询信中的空白处。

Dear Mr KwaiSound system installation at Eagle Engineering CorporationThank you for your fax of 21 April describing the problems you have been experiencing withthe sound and public address system we installed at your factory last month. ] tohear that the equipment has not been working correctly.From your fax 2 there are two basic problems. Firstly, the sound is not very clear.Secondly, you state that the public address system has not functioned since it was installed3could be obstructions to the speakers which might create the effectyou describe. In order to avoid this problem, you should ensure that all speakers are clear ofobstructions. 4 obstructions can lead to over-heating as well, and this is notgood for the equipment.5 is concerned, there might be something heavy standing on the wiring which iscutting the signal, 6, when we installed the system, we recommended that thewiring be concealed in order to avoid this problem.7 might cause the public address system to start to work.8 that the enclosed advice will help you to overcome the problems you havebeen having with the equipment. 9, please feel free to contact me again, and _10 for one of our engineers to visit you in the near future.for AUDIO ELECTRON GROUPa. The cause of the first of these problemsb. As far as the public addressc. If you rememberd. If this advice does not cure the problemse. Also note thatf. I shall arrangeg. I hopeh. I was most concernedi. Checking the wiring for thisj. It appears that参考答案练习一：l=b; 2=a; 3=d; 4=e; 5=c练习二：l=d; 2=e; 3=a; 4=b; 5=c练习三：l=h; 2=j; 3=a; 4=e; 5=b; 6=c; 7=1; 8=g; 9=d; 10=f第六讲商务信函写作——销售信推销信简介（ 一）分类：1 .推销信分三类：直 销 信 （ 或）一这是最常见的推销信；零 售 信 （ 或）和 促 销 （ 或）。

2 .分类简介（ 1）直销信直销信是在销售人员没有直接出面的情况下完成一项销售任务，因而有别于其他两种推销信此 类 推 销 信 （ 亦 称 “ 邮购" mail order）最为常见 2）零售信零售信和的意图不是推销某种产品，而是向对方介绍某一项廉价或特价销售活动 3）促销信促销信和是先把产品介绍给未来的顾客，并鼓励他们作进一步询问 二）推销信的作用有六点：（1）发布新产品或服务（ 2）维持或改善现有市场地位（3）更新产品或服务（ 4）维持或改善客户对产品的认知度（ 5）支持促销活动（6）改进公司形象二. 个案分析例一：直销信Dear Computer Owner:We promised you that we would make your word processing easier, and that?s just whatwe've donewith this new version of Writing Better 4.0! We hope you'll take time to read the enclosedbrochure describing these exciting new one-step features: （引 起 对 方 兴 趣 ）第 一 段 的 目 的 是 激 发 读 者 的 兴 趣 ， 抓 住 其 注 急 力 ， 使 他 们 继 续 往 下 看 。

有 了 铺 垫 之 后再 进 入 正 题 • One-step table preparation 激发对方其他方面的需求， 包括希望知道新产品和优惠产品的详情,• One-step formatting 对有利可图、方便有效、性能可靠的产品的向往• One-step bulletinThese one-step features are only a few of the many innovations in Version 4.0. It's aword processing user's dream come true! （描 述 产 品）中 间 部 分 通 过 对 所 提 供 的 产 品 、 服 务 或 状 况 的 详 细 描 述 ， 促 使 读 者 产 生 兴 趣 Customers who are already using Version 4.0 are amazed at its time-saving features.The best part is that 4.0 is designed to run on most computers in use today. （ 证 实 产 品 的可 信 性 ）要 促 使 对 方 在 心 里 对 你 的 产品 或 服 务 产 生 需 求 。

具 体 做 法 是 要 向 对 方 说 明 你 的产品 优 于 其 他 同 类 产品 ， 从 最 有 利 的 角 度 介 绍 产 品 ， 并 为 之 以 有 力 的 佐 证 Don't wait! Use the enclosed card and send your order now-- while the price remains alow $329. Users of Version 3.1 can up grade for only $75. （ 提 供 购 买 信 息 ）在 成 功 地 激 发 了 对 方 的 兴 趣 之 后 ， 呼 吁 对 方 采 取 行 动 ， 如 购 买 产 品 ， 使 用 服 务 ， 或 是做 出 积 极 答 复 Sincerely,例二：服务促销=21 June 2001口匕口=Mr. David Liu 规范的促销信包括信头□ Program Manager° CCI International直销信的最大优点是写信人可以选择收信对象，例如，你可能只想发给从事某一职业、住在某一口口口口白口曰口aEJQnG口口IaoC.DJIroJo日nunmn Beijing 100085, China口£ Membership No: 503 00740 300提 出 诱 人 的 问 题auaE Dear Mr. Liu,口昌 More of the Best... for Less this summerg Why stay at second best when you can now afford Asia's finest luxury hotels? Shangri-la,n winner of numerous awards throughout the world, is offering reduced to celebrate summerfrom now until September 16th 2001. As a Golden Circle member, you can enjoy theain口fC 3Q3gua口aincioQI legendary service at any of the 38 Shangri-la or Traders hotels across Asia simply by 二言 booking the “Summer celebration“ offer. °口口匕 Enjoy Free Breakfast Every Day «c You will also enjoy a breakfast with the compliment of the hotel to ensure that every day at 兽口IO° Shangri-la starts in the best possible way. Whether business or leisure is on your agenda °=this summer, Shangri-la and Traders hotels offer a great range of exciting and convenient "e locations.°从 实 际 角 度 和 欣 赏 角 度 两 个 方 面 加 以 阐 释 。

唤 起 对 方 内 心 深 处 的 需 求 ， 对 健 康 ， 对 安 匕全 、 舒 适 和 有 保 障 的 生 活 的 追 求 ， 强 调b e s t , u n i q u e , 满 足 了 读 者 对 超 过 别 人 的 渴 °Mo°So add a little sunshine to your life with a reduced room rate and a compliment breakfastthis summer at Shangri-la.让 对 方 行 动 起 来匚口口I!口Yours sincerely,Shirley ChengShirley ChengGolden Circle Manager口口口口口JQla口口t iGl三 . 结构与写法1. 直销信的写法：（ 1）第一段①开头部分要设法激发对方的兴趣下面介绍儿种技巧供借鉴：A .借用引语B .引用著名谚语C .提出诱人的问题（ 如例二中的第一句）D .倡议交易E .说明特别的产品功能F . 叙述耸人听闻的或是有兴趣的事件G .借用新闻报道H .赠送礼品I . 提出解决困难的方法J . 描述故事K .举出例证② 总之，用多种方法都可以达到吸引读者的目的，但有些话不能用于第一段，如:i 低级的广告招揽用语i i 明摆着的事实i i i 说教性的话语（ 2） 第二段①中间部分通过对所提供的产品、服务或状况的详细描述，促使读者产生兴趣。

下面介绍几种技巧供借鉴：A .在描绘产品或服务的实际性能时，要重点突出其用处和质量，以期留下深刻印象；B .在说明为什么对方需要这种产品或服务时，应该从实际角度和欣赏角度两个方面加以阐释；C .阐明目前状况对读者的重要性；D . 指出对方如果购买该产品或服务，能解决某个问题，或有所获益②从第二段起，写信人要尽量使对方的兴趣保持下去做到这一点，要尽量投其所好，唤起对方内心深处的需求如果抓住了对方的这种心理，也就更能保持他们的兴趣的③此外还可以激发对方其他方面的需求，包括希望知道新产品和优惠产品的详情，对有利可图、方便有效、性能可靠的产品的向往④第二段的目的是要促使对方在心里对你的产品或服务产生需求具体做法是要向对方说明你的产品优于其他同类产品，从最有利的角度介绍产品，并对之以有力的佐证 3）第三段第三段的目的是要让对方行动起来希望对方采取什么样的行动则要看产品的特点要做到这…点，必须指示明确，并考虑到以下儿个方面：1 . 如果希望对方回复，写信则应随函附上邮资已付的回复卡，发则应附上回条2 . 如果希望对方下订单，则应说明货款无需随订单一同寄出，这样做广告和开发票的手续便可分别办理3 . 如果希望对方来电咨询，则要确保号码清晰可认。

在成功地激发了对方的兴趣之后，呼吁对方采取行动，结尾部分再次提醒对方，督促其立即或是在最后期限内采取措施特别需要指出的是， 一般在商务书信中慎用的附言（ P .S.） , 却经常用在劝说性信件中，以督促对方立刻采取行动，或是再次提出刺激性措施网四：对特定用户发出的推销信Dear Mr. Clinton:You' re one of several hundred careful selected Electronics customerswho have been pre-approved for a special credit opportunity.O nly a small percentage of Americans are financially responsible enoughto meet the stringent selection criteria for a pre-approved Electronicscredit card and you are one of the few with exceptional creditworthiness.（ 强调特殊与不同寻常）Your pre-approved credit authorization certificate is enclosed. Simplytake the certification to your local authorized Electronics equipmenthome with you the same day. A charge account agreement form is alsoenclosed.（ 说明购买或获得服务的方法）As an Electronics charge customer, you will not only be able to chargeyour purchases, but also you will get advanced notices of our sales.During two sales each year, our charge account customers are able totake advantage of our sale prices the day before the sale is announcedto the public.Your Electronics charge account, which has a credit limit of $ 3, 0 0 0 ,will arrive at your home just a few days after you sign and return theenclosed agreement form. Because this offer expires on December 31 ,act today to open your account. You will be glad you did.结 尾 部 分 再 次 提 醒 对 方 ， 督 促 其 立 即 或 是 在 最 后 期 限 内 采 隼 措 施 。

Yours faithfully,John CarterMarketing DepartmentS & K United Co., L td.2 .零售信和促销信零售信和用于通知收件人即将举行减价或特价销售活动，写法与直销信大不相同 零售信的目的是发出通知而不是进行推销， 潜在客户在购买之前能够见到产品，所以在信或中不应太注重推销，而是应向客户提供所需信. 息：① 减 价 活 动 何 时 举 行②为什么举行减价活动？③ 减价活动中有哪些商品出售？④ 折 扣 是 多 少 ？3 . 促销信促销信和的目的是促使对方对某一产品和服务产生兴趣并提出询问，因而信中应包括能使收信人作出这些反应所必需的所有信息 可以随函附寄一张邮资预付的回复卡，也可以提供资料，让收信人与当地的销售代表联络四. 推销信的措辞1 .问 句 （ 一般用于第一段）① If you die, who will feed your family? Who will put your children throughschool?② What can YOU do about conversation?2 .陈 述 （ 用于第一段或第二段）① Living without air-conditioning could be pretty difficult for your family thissummer.② Now there's an even better reason to buy a Phoenix personal computer. In justten days, you will receive your free copy of Newsat, the only businessmagazine produced exclusively for the Chinese executive.3 .建 议 （ 用于第一或第二段）① Consider the benefits of a really damp-free flat this winter.② Remember, this offer is only open for two weeks.4 .说 明 （ 用于第三段）① Don't send any money with your order.（货款无须随订单一起寄出。

② Send no money now.（ 现在无须寄钱五. 写作方法行文和策略（ 1）寄发推销信是为了针对某类对象——这可能是最便宜的一种广告形式，尤其是通过 2）周密安排推销信的格式和内容——外观漂亮、条理清楚的信或能给你带来最好的效果3）考虑问题要从对方的兴趣出发——他们最关心的是哪些方面？（ 4）推销信的语气要显得友好而乂不能过于亲密 5）推销信要写得使对方易于作出反应课后练习：练习一以下左栏的陈述句摘自推销信，请在右栏中找出更好的说法1 . You will be interested in our newtoothpaste.2. O ur new laptop computer, theP CX450 , is useful.3. The MicroF ax 20 0 is better thanother fax machines in the sameprice range.4. The Jagger range of sportsjackets is comfortable.5. You can rely on the new MaxdiskCX2 optical disk.a. Here' s a laptop that willrevolutionise the way you look atwork.b. Don' t trust your work toanything less than a CX2 opticaldisk!c. Jagger sports jackets-socomfortable you won' t knowyou' re wearing them…d. Would you like to know whichtoothpaste most dentists use?e. MicroF ax 20 0 : Head and shouldersabove the competition!练习二以下左栏中的五句话同样来自练习一所述的推销信，右栏的五句话分别用统计资料加以论证。

试将左右两栏配对起来1 .Ou r n e w to o th p aste l e ad s to l e ssc av i ti e s.a.Te sts sh o w th at th e Mi c ro Fax2 0 0 c an p ro d u c e re su l ts u p to2 0 0 % c l e are r th an o th e r f axm ac h i n e s i n i ts c ate g o ry.2 .Th e PCX4 5 0 i s l i g h t an d c o m p ac t.b .Ou r su rv e y sh o w s th at m o std e n ti sts su f f e r f ro m l e ssc av i ti e s th an yo u o r m e * * *3 .Th e Mi c ro Fax 2 0 0 p ro d u c e s f ax e sw h i c h are c l e ar an d l e g i b l e .c .In i n d e p e n d e n t te sts, th e CX2sh o w e d th at i t w as u p to tw i c eas re l i ab l e as o th e r l e ad i n gb ran d s.4 .Jag g e r sp o rts j ac k e ts areav ai l ab l e i n a n u m b e r o f styl e s.d .In c o m p ari so n w i th o th e rl ap to p s i n th i s c ate g o ry, th ePCX4 5 0 i s 3 0 % l i g h te r th an th el i g h te st, an d 4 0 % m o re c o m p ac tth an th e m o st c o m p ac t!5 .Th e CX2 i s re l i ab l e .e .Jag g e r sp o rts j ac k e ts c o m e i n aran g e o f e x c i ti n g styl e s f o rth e c o n v e n ti o n al an dad v e n tu ro u s al i k e !练习三下列左栏中的文字摘自一封促销信，选词用句不够得体。

请在右栏中作出改进We are qu i te su re th at yo u w i l l b ei n te re ste d i n h e ari n g ab o u t o u rc o m p an y, w h i c h sp e c i al i z e s i n stu n n i n gi n te ri o r d e si g n p ro j e c ts f o r p e o p l e w h oh av e a b i t o f m o n e y. Ou r p h i l o so p h y i sth at o n l y th e b e st i s g o o d e n o u g h f o ro u r c l i e n ts, b u t th e n m an y o f o u rc u sto m e rs are h o u se h o l d n am e s, soth e y' re n o t e x ac tl y p o o r.We, re n o t af rai d o f u si n g th e b e st, an dm o st e x p e n si v e , m ate ri al s b e c au se w e♦参考答案:know we can pass the cost on to you.If you want a colour brochure, and ifyou feel that you can afford the kindof prices we charge, fill in this formand we' 1 1 send you one.练习一： 1 二 d; 2=a; 3=e; 4=c; 5=b练习二： l=b； 2=d； 3=a； 4=e； 5=c练习三：Have you often thought about using interior decorators, and then dismissedthe idea as just TO O EXP EN SIVE?Well, you may be surprised at how reasonable the services of an interiordecorating company like SUP ERIO R IN TERIO RS can be.Thousands of people are doing just this, and turning on to a new world of exciting colourcoordination in their homes. If you are interested in finding out a little bit more about how theexperts can help you turn your home into an stunningly coordinated dwelling, then fill in the formbelow and we'll send you a full-colour brochure. Its pictures will tell you more about our servicesthan this letter ever could. It will also show you just how reasonable our services can be.第七讲商务信函写作——催款信催款信简介1 . 发催款信的原因发送催款信可以通过邮寄或，目的是为了追回过期未付的款项。

写催款信要讲究技巧，既要有分量，又要和客户保持友好的业务关系一封好的催款信不会冒犯对方，却又能使他们感受到你的坚决态度2 . 催款信的行文语气催款信的语气应该坚决、有说服力，却又亲切、公正有理、不失礼貌，绝不能让人觉得你咄咄逼人、粗鲁无视，也不要使用嘲讽或带侮辱性的语言3 . 采取的态度采取开明的态度：除非不得已，否则不要在催款信中针对对方个人，更不能进行威吓客户可能只是把付款的事忘记了如果你在信中把矛头直指个人，并以法律手段威胁，那么你的客户即使曾经是你的朋友，也会变得顽固不化，将会一再拖欠账款因此，开始催款的时候要采取开明的态度，不能威胁客户，要给他们足够的机会结清欠款4 . 提示信和催款信多数公司一般都首先通过电脑提示自动发出提示信 在亲自起草催款信之前- •般会自动发出两封提示信( 第二封的语气较第一封稍为强烈) 第•封提示信通常为账款结算表，上面标明“ 过期未结账(Account O verdue) ”、 “ 到期应付 账 (Account due for P ayment) ”等字样第二封提示信通常为打印出来的标准格式信( 有时是红色的) ，语气比较强烈从第三封提示信至催款信为止，语气将一封比一封强硬， 到了最后一封或以法律手段相威胁， 或通知客户你将委托催收账款公司收回欠款。

二 . 个案研究例一：September 15, 1995Ken Bolton __________________________SEARS 82261 信头包括日期地址和收信人姓名FOCUS MEDIA12345 VENTURA BLVD STE HSTUDIO CITY CA, 91604Dear Mr. BoltonOur records indicate that your account with us is now more than 60 days past due. According to ourrecords, the total unpaid amount remaining from our last statement to you is $88,272.显 示 欠 款 金 额 ； 表 明 拖 欠 时 间We value your business and want to continue to provide you access to what we honestlyfeel is the most effective advertising medium in the area. However, good business practicerequires us to insist on payment of statements when due.If our records are not correct, or you are withholding payment because you feel we have not performedas we said we would, please don't hesitate to contact our sales representative who is responsible foryour account, Jim Williams, or cal me personally. I will be happy to discuss with you any problems thatmay exist in this area.礼 貌 的 表 示 合 作 愉 快 ， 温 和 而 坚 决 的 要 求 付 款假 定 是 自 身 的 错 误 ， 婉 转 礼 荻 的 要 求 解 决 欠 款 问 题 ， 给 客 户 有 选 择 的 余 地 ——付 款 或 进 行 商 议Your prompt attention to this matter w ill be greatly appreciated.Cordially yours,Kenneth KeiserGeneral Manager另附单据副本，以引起对方注意未结账款例二：Dear Ms. Atlash:We want to call your attention to the enclosed copy of our March 1 invoice for $198.This balance on your account is now sixty days overdue.摆 明 事 实 ， 指 出 账 务 详 情 和 未 结 账 款 的 金 额Since we have not heard from you, we assume that your records agree with oursand that the balance owned on your account is correct. If you have any reason to disputethe amount, please contact us immediately. If not, we urge you to send us your check rightaway before the unpaid balance affects your credit standing.提 出 警 告 ， 暗 示 欠 款 行 为 将 影 响 对 方 信 用 声 誉 ， 甚 至 影 响 双 方 确 立 业 务 关 系We will appreciate your cooperation, Ms. Atlash. Thank you.例三：Dear Mr. Donnelson:Your account is overdue, with a current amount due of $280.We request immediate payment. Won't you take a moment right now to write a check for$280 and mail it in the enclosed envelope?Your payment must be received no later than January 16 to avoid additional fees andpossible legal action against you. Thank you.向 对 方 提 出 警 告 ，除 非 对 方 必 须 在 规 定 的 期 限 内 付 清 欠 款 或 至 少 同 意 就 该 问 题 进 行 协商 ， 否 则 就 要 采 取 行 动 。

三 . 催款信的措辞和结构1 .概述催款信的语气一开始应比较温和，而后逐渐强硬第一封提示函通常为月结单， 显示过期的未结款项第二封通常格式较为正式， 用不同的颜色（ 常为红色）打印2 . 催款信内的基本要素①显示欠款金额；② 表 明 拖 欠 时 间 ；③为挽救这一情况向对方提出具体要求⑴时间间隔⑵催款信的内容3 . 催款信的措辞⑴催款信一般有三个要素：①摆明事实②要求付款③催促付款I . 摆明事实摆明事实的时候应提及前一封信或上一次交谈，并指出账务详情和未结账款的金额A.提及前一封信、或上一次交谈B.通报过期未结账款的详情来表明事实，引起对方注意可向对方通报过期未结账款的详情C . 通报过期未结账款的详情并表示担忧此事n . 要求付款下一步是要求对方付清过期未结账款下列例句十分常见：① We expect to receive payment within the next three days.② We should be grateful if you could settle your account withinthe next three days.HI. 催促付款说服对方偿付账款有两种方法。

A . 提出其他更好的付款方案，一般要求对方立即结清首期款项，余下的账款分期错开(staggered)支付B . 用遗憾的语气提出警告，表明若不按时支付将采取进一步行动I . 提出其他付款方法① In the light of your present financial difficulties, we areprepared to accept an immediate payment of US$1 , 60 0 with thebalance being settled over the next two months.② If you prefer, we should be prepared to accept a series ofstaggered payments over the coming three months.n . 提出进一步采取措施的警告If you are unable to settle your account by the end of next week,I am afraid we will be forced to pass the matter over to our legaldepartment.♦上述斜体部分也可以这样表达：① We regret we shall have no alternative but to---② I greatly regret that I shall be obliged t o ・ ・ ・③ Unfortunately, I shall be compelled to---④ Regrettably I shall have no choice but t o ・ ・ ・III. 除了诉诸法律外，还可以用其他手段威胁，提出警告。

① We should hate to lose a valued customer like yourself.② We hope that this temporary problem will not stop our doingbusiness with you in the future.四 . 写作方法与行文策略在催款信中(1 ) ­ 要制订与拖欠债务者进行交涉的步骤——要求付款只是其中之一2) • 最初应假定对方只是忘记付款3) •和拖欠债务者打交道，语气要温和、有说服力，但同时要态度坚决4) • 在最后阶段要表明你对迫不得已将要采取的行动感到遗憾课后练习：练习一下列左栏中的句子是从一些不成功的催款信中摘录出来的，请在右栏中写出比较妥当得体的句子1. After our telephone conversation this a.morning, I checked our records...2. You still owe us HK$10,000. b.3. Since 13 July 200-, your account with c.us has been in the red.4. We look forward to the honour of d.receiving a remittance from youresteemed selves at your earliestconvenience.5. If you don't pay up soon, we'll get our e.lawyers onto you.练习二用方框下面所给的单词填空，完成这封催款信Speedibake Bakery Pte Ltd7 Manorfield RoadSingapore 408720Tel: 65 747 1662 Fax:65 747 23631 October 200-Mrs Diane Chong, Accounts ManagerAccounts DepartmentSunny Health Foods56 Neil Road, #01-07Singapore 28829Dear Mrs ChongAccount Number: CJM・ 270888・ 579/l] 9 September in which I requested that you pay the outstanding sum ofS$2,500 to your account, I was disappointed to discover yesterday that we 2from you for the overdue amount. I 3 why you have not 4 as wasagreed. If you are experiencing difficulties with our repayment scheme, please come toour central office and discuss the matter. I assure you that we shall adopt a 5.I certainly would not like to reduce your credit limit for future purchases made by yourshop, nor to 6 which I shall be forced to do if we 7 within thenext three days.I look forward to 8 by return.Yours sincerelyFor SPEEDIBAKE BAKERY TPE LTD参考答案:a.receiving your chequee.very understanding attitudeb.fail to understandf.do not receive paymentc.settled your accountg.Further to my letter ofd.contact a collection agencyh.have not received a cheque练习一:a. Further to our telephone conversation this morning, I have checked our records...b. Your account still has an outstanding balance of HK$ 10,000.c. Your account has been overdrawn since 13 July 200-.d. We expect to receive a cheque from you in the very near future.e. We regret that if we do not receive full payment within the next three days, weshall be compelled to pass the matter over to our legal department.练习二： l=g; 2=h; 3=b; 4=c; 5=e; 6=d; 7=f; 8=a第八讲商务信函写作——投诉信一 . 投诉信简介1 . 投诉原因业务关系并非总能顺利发展，有时会出现差错，或者发生意外的事情。

生产效率不高或没有及时安排生产就会造成延误交货， 质量控制不严就会引起客户对产品质量的不满， 搬运不当又会使产品受到损坏 所以投诉事件时有发生以下是商务活动中最常见的投诉原因：货物受损或有瑕疵；延误交货；质量没有达到要求；单据有误；交货有误（ 数量有误、货物不符或未经订购而收到货物）二 . 个案分析例一： （ 货品质量没有达到要求）Dear Sirs,We are very sorry to inform you that your last shipment is not up to your usualstandard. The goods seem to be too roughly made and are inclined to be inferior and out ofshape. By separate mail we have sent you a sample of this article so that you can compare itwith your original sample and see the inferiority of the goods dispatched.简 明 扼 要 地 摆 出 投 诉 的 原 由 ， 描 述 货 物 的 残 次 情 况 同 时 寄 样 品 供 对 比 说 明We have always been able to rely on the excellent quality of your goods, and we areall the more disappointed in this case because we have to supply these articles to newcustomers. We ask you to let us know immediately what you can do to help us inovercoming this difficulty.强 调 对 方 的 失 误 造 成 不 便 ， 表 明 要 求 对 方 采 取 行 动 来 挽 救 这 一 局 面Yours faithfully,Mary JacksonMary Jackson例二：货物受损或有瑕疵Dear Sir or MadamPLASTIC TABLEWARE-Product nos. 0821 (forks) and 7234 (bowls)We have used your company as a supplier to our restaurants for several years, and untilrecently the quality of your products has always been good.对 过 去 的 情 况 作 简 单 的 回 顾 ， 礼 貌 的 肯 定 双 方 的 交 易 ， 也 与 投 诉 情 况 作 对 比However, on 2 September this year, we took delivery of some plastic tableware which was ofextremely poor quality. Many of the bowls were chipped and several of the forks were broken. Wecannot use them in our cafeterias.摆 明 事 实 ， 描 述 货 物 的 受 损 情 况I do hope that such a delivery will not be repeated, and that your supplies to us in the futurewill again be of high quality. If, however, we receive any further faulty plastic tableware fromyou, we will be obliged to find another supplier to provide us with goods which meet our ownhigh standards. I am sure you will be able to provide us with a satisfactory explanation.表 明 立 场 ， 要 求 对 方 解 释 并 温 和 地 提 出 警 告YoursFaithfullyAnn Jerom eAnn. JeromeRestaurants Director例宁单据有误Dear Mr. SmithOrder 112657We have carefully checked our accounts and find no record of the payment you believe youmade on 2 April to cover the sum of $297 for the above order.说 明 已 核 查 账 目 并 指 出 定 单 日 期 和 定 货 号It is possible that you have received your canceled check from the bank, pleasesend us a photocopy of it so that we can clear up this matter on time. If you findyou were mistaken about the payment, please send it immediately.提 出 解 决 办 法 ， 根 据 自 己 的 想 法 提 出 具 体 而 有 瘦 议 性 的 瘦 议We will deliver the products the first thing we received your payment.提 出 要 采 取 的 措 施 和 下 一 步 的 解 决 方 法We are looking forward to hearing from you soon.Yours sincerelyEric WilliamsEric Williams例四：复杂的例子涉及了投诉原因中的多种情况，包括延误交货，货物受损和单据有误。

June 25 2000The ManagerAdhoc Designs29 George StreetDoverEnglandDear SirOrder No. B 13/4620I am writing to complain about your handling of the above order for 20 Linsdonoffice desks and to say how disappointed we are with how this order has beendealt with指 出 货 品 定 单 号 和 定 货 数 量 ， 总 述 投 诉 原 因When we placed our order with you in April, we were assured that the deskwould be sent to us within four weeks. In fact, it has actually taken nearly twomonths to deliver the goods.说 明 曾 经 下 订 单 ， 同 时 指 出 交 货 日 期 和 延 误 日 期In addition, two of the desks are badly damaged and will need replacing.简 要 指 出 物 品 受 损 情 况Also, we were told that as we were established customers, you would give us aspecial discount of 10 per cent off your catalogue prices. I note from your invoicethat this discount has not been given.具 体 指 出 账 单 的 错 误I trust any future orders we place with you will be dealt with in a moresatisfactory manner.表 明 态 度 。

I look forward to your reply.Yours faithfullyPaul ChandlerManager三 . 投诉信的措辞和结构1 .投诉信一般包含四个要素：①摆明事实②提起投诉③提出解决办法④ 表 明 立 场2. 四个结构要素的写法：（ 1）摆明事实■ 摆明事实即在信中说明货物或发票已经收到，或说明曾经下订单，同时指出交货日期、发票金额、账号等■ 这一段内容通常对过去的情况作简单的回顾，说明投诉的背景，以便对方理解 2）提起投诉这部分要简明扼要地摆出投诉的原由，并详细注明订单/ 发票编号， 交货日期等等其它能使投诉更具说服力的细节也应包括在这部分的内容之中第二部分应强调对方的失误给你造成不便，必要时还应指出公司因此蒙受损失，但要避免使用过激或侮辱性的言辞A .货物受损或有瑕疵：要描述货物的破损情况B .延误交货：就货期延误提起投诉时，经常会用到一些表示时间的介词C .账单有误：具体指出账单的错误D .品质低劣：是指设计拙劣，做工粗糙等E.交货有误■ 交货有误，是指收到的货物或货物数量与订货不符，或指收货方收到了未经订购的货物■ 每一封投诉信都要向对方表明，他们的过失给你带来了不便。

可以直截了当地说■ 或者具体说明对方过失造成的不良影响3）提出解决的办法在这一段里，投诉人应根据自己的想法提出具体而有建议性的建议这部分内容一般比较简短，应明确要求对方采取行动来挽救这一局面4）表明立场四 .方法和策略在投诉信中（ 1）确保投诉有利于解决问题 2）投诉要有根有据 3）避免使用消极斥责的语气，保持乐观、客气的态度4）强调问题对公司和你所造成的不便 5）不要拿自己并不打算去做的事情威胁对方课后练习练习一：下列句子摘自投诉信，选择恰当的时间关系介词填空1. You stated that it would be possible to d e l i v e r one month, but you didnot do this.2. You said that delivery could take pl a c e May.3. We ordered the above computers 18 January, and they still have notarrived.4. We have been waiting for delivery July because of your promises.5. You assured us that it would be possible to deliver the material 7March. However, it has not yet arrived, and it is now May.6. We have been postponing production of the new product cataloguetwo months.练习二下列句子摘自投诉信。

左栏的句子写得不妥， 请把改写过的句子写入右栏中1. Quite clearly, your packaging is useless.That's why my vases arrived in the statethey did.2. We have waited absolutely ages for youto deliver the machinery we need.3. Half of the consignment that we receivedyesterday was either smashed beyondrecognition or it was defective.4. Why should I have to pay for your grossinefficiency?5. With your service, you deserve to beshot.参考答案：练习一： 1=(with) in; 2=in, by; 3=on;4=since; 5=on, by; 6=for练习二：1. Your packing is inadequate. Thatexplains why my vases arrived in thecondition they did.2. We have waited a long time for youto deliver the machinery we need.3. Half of the consignment we receivedyesterday was either in pieces or it wasdefective.4. You should not pass on the cost ofyour inefficient work habits to yourcustomers.5. If your standard of service does notimprove, you will lose all yourcustomers.①②③④⑤: 2第九课商务信函写作——求职信一 .求职信简介1 . 求职信的内容：( 1)一份全面的履历表：履历表中列出求职者的主要工作经验和所取得的资格。

这些资料应该清楚地归入以下几个小标题：个 人 资 料( Personal details 或称 Biodata)；教育概况(Education),包括就读的院校、获得的证书、所受的职业培训;工 作 经 验( Work Experience) ,包括相关的和非相关的经验；兴 趣 爱 好( Interests )；咨 询 人( References)等等一封具说服力的求职信： 求职信中应说明从你的学历、工作经验和性格等各方面来看都是这份工作的理想人选 好的求职信总能通过履历表上的资料表达得很有说服力的2 .求职信的形式求职信一定要整齐清楚，格式精美，可读性强，以便吸引收信者的兴趣履历表中各项内容都应加上清楚的标题， 使人看起来一目了然 每一项若采用表格形式，分别列出日期、院校名称、学历、薪金等，往往会更有效二 .简历( 一) 个案研究例按时间顺序写的简历MICHELLE.MENDOZA1148 Lambert RoadNaperville, IL 400235(708)804-9347OBJECTIVE Position with financial services organization installing accountingsoftware and providing user support, where computer experience andproven communication and interpersonal skills can be used to improveoperations.EXPERIENCEAccounting software consultant, Financial Specialist, Elmhurst, IllinoisJune 1999 to present •...• —Design and install accounting systems for businesses like 21st Century Real Estate,Illinois Insurance, Aurora Liiniber Company, and others.• ---Provide ongoing technical support .^nd consultation for regular clients.• —Help write proposals, such as recent one that won $250000 contract.Office manager (part-time).Post Premium , Naperville, IllinoisJune 1998 toM 岳 1999.....• Conceived and Implemented improved order processing and filing system....... 1 • ...• —Managed computerized accounting system; trained new Employees to use it.• 一 -Helped install local area network< . . . . . . . .说明经历的小标题加了下划线Bookkeeper (part-time), Sunset Avionics,...Downers Grove, IllinoisAugust 1994 to May 1998 ......・ — iveep UOUKS ioi sinaii aiipiane leniai aim lepan sei vice.• --Performed all book keeping functions including quarterly internal audit.EDUCATIONCollege of Dupage, Glen Elly, IllinoisAssociate of Arts degree in businesses administration, June 1999GPA in major 3.6/4.0Computer Associates training seminars, summer and fall 1999Certificates of CompletionSeminars in consulting ethics, marketing, and ACCPAC accounting softwareSPECIAL SKILLS• —Proficient in Word 98, PageMaker, lotus 97, and Excel.• —Skilled in ACCPAC plus, MAS90, and Solomon IV accounting software• 一Trained in technical writing, including proposals and documentation.• —Experienced in office administration and management.• —Competent at speaking and writing Spanish.HONORS AND ACTIVITIES• ■ 一Dean9 list, 3 semesters• —Member, Beta Alpha Gamma (business student honorary)• —Member, Academic Affairs Advisory Committee, College of Dupage, 1997---1999例二：按照技能写的简历Resume ( 履 历 要 足 以 标 题 )Glenda Johns, 一 第 一 栏 内 容 应 该 提 供 个 人 资 料Box 6671, College Station -------------------------- --------------------------Iowa City, Iowa 52240Objective: To obtain a position in corporate public relations where my experience is of use.PUBLIC SPEAKING:• 一 -Participated in over 100 debates as a member of the debating team.• 一Lead seminars to teach job-search skills to under teenagers as part of campus outreachprogramme.• ---Performed in summer theatre productions in Clear Lake, Iowa.MANAGING:• 一Created and administrated summer parks and recreation programmer for the city of Osage.• Developed budget, schedule and layouts for college handbook and assigned work tophotographers and copywriters.• ■ 一Developed publicity campaign for Fall Follies, 3-hour talent show that raised $ 7,000 for theUniversity of Iowa's Panhellenic Council.EDUCATION: 说明技能等的各栏要The University of Iowa, Sept. 1984-June 1989, BA. Journalism. 字母大写或加下划线PERSONAL DATA: ----------------- ----------------Excellent health willing to relocate(-)撰写履历1 .概述：求职信的第一步最好是写履历。

写履历可以帮助你把注意力集中在自己的专长上，也为2 .履历的写法：履历应该全面，有力地反映本人的情况，包括个人资料、学历条件、工作经验和兴趣爱好等 1 )准备工作首先把有关自己的所有经历都记录下来，不相关的内容以后可以删去 2 )组织整理履历要冠以标题( 见上文个人履历) 第一栏内容应该提供个人资料，如姓名、性别、出生日期、出生地、婚姻状况、通讯地址、/ 号码以及电邮地址等以后各栏均应加上小标题，并在底下划线、或用大写或黑体字表示，详细说明你的学历、工作经验、爱好及咨询人等情况这些内容最好采用表格的形式，每一栏的行、列都要对齐写履历应避免使用完整的句子，否则会显得很啰嗦例如：Educational QualificationsDatesQualificationSubjectGrade1995'O' LevelMathematics2English3Geography519976A9 levelMathematics4Work ExperienceDates1998-2000CompanyPostEmperor ChromiumProducts Sdn Bh.,Jalan Jasa Merdeka,Batu Berendam, MelakaMalaysiaResponsible for stockcontrol-in charge of allstock purchasing1996-1998Golden ProspectEngineering,Jalan 4E, Kg Baru SubangSelangor Darul EhsanMalaysiaSenior PurchasingClerkResponsible to thePurchasing Manager formaintaining stock levels三 . 求职信（ 一 ）求职信概述：求职信是进行自我推销的一个机会。

求职信有两种：即自荐求职信和应聘求职信 二）准备如果才能吸引住对方的注意力呢？首先要做一些调查，尽量多了解一些关于这家公司的情况 他们需要哪一类雇员？他们需要具备哪些技能的人才？尽管你不能编造•些自己并不拥有的技能， 但如果你确实具备某些技能， 就应该强调说明 三 ）个案研究：准备好了，就要动笔写了，那么下面我们先来看i则自荐求职信的例子：例三：自荐求职信Dear Sir or MadamI take the liberty of writing you to apply for a position in your corporation.In 1981, graduated from the Powerman Course and Electrical Equipment RepairCourse of the U.S. Engineer College and also graduated from the ManagementCourse of Industrial College of the U.S. University in 1985.I have returned from the United State. I would like to work in your corporation. Ibelieve that I can perform well under your leadership. I sincerely hope that youcould give me an opportunity of a first of all.I have enclosed three copies of the U.S. diplomas and a copy of my resume for yourreference.Your prompt reply in this matter would be greatly appreciated.Yours faithfullyJim CarterJim Cater例四：应聘求职信Dear Sirs,Having heard that the situation of a salesman in your company is vacant, I wishto offer my service for it.信 中 必 须 说 明 应 聘 职 位 的 信 息 来 源 ， 如 报 刊 上 刊 登 招 聘 广 告I have worked as a vehicle salesman for ABC Co. for the past four years.Before my present employment, I worked for the Department Store as a sales clerkin the electrical section.I would like to make a change now because I feel that I can go no further toadvance my present job. I feel that my training should enable me to advance into abetter and more responsible position.I hope to have the pleasure of your granting me an interview.例五：包括简历的求职信4150 North Wescott laneKalamazoo, MI 49008June 27, 2001Personnel DirectorBrunswick corporationOne Brunswick SquareSkokie, IL 60076Dear Director,My college background, two years of part-time experience as an accounting clerk, threeyears of corporate training, and a keen desire to work in the field of human resourcedevelopment qualify me to fill the position described in the Kidwest AccountingJournal.信 中 光 须 说 明 应 聘 职 位 的 信 息 来 源 ， 如 报 刊 上 刊 登 招 聘 广 告The position of associate director of training, as described in your ad, is exactly the job Ihad in mind.ExperienceDuring my last two years in college and for two summers I worked as an accountingclerk for Price Waterhouse. After graduation from the School of Business of WesternMichigan University, I joined the Management Training Department of MichiganCentral Electronics Corporation. As a training specialist, I schedule and coordinatetraining programs for middle-management-level employees.I am still with Michigan and would not leave except for the limited opportunities foradvancement in the training area which currently exist.EducationIn 1994 I received bachelor of science degree from the School of Business of WesternMichigan University. My major area of study was marketing, with a minor in finance. Ialso served as teaching assistant in finance at Western Michigan.Next year I hope to enroll in an evening master's degree program in organizationaldesign and development.MembershipI am an active member of the Academy of Management, the Finance Association, andthe American Society for Training and Development (ASTD).ReferenceDr. Manuel OrtegeScholl of BusinessWestern Michigan UniversityLansing. MI 39010Robert Kelboume, ManagerPrice Waterhouse234 South Michigan Avenue Chicago, IL 60604Robert Clark, Senior AccountantPrice Waterhouse234 South Michigan Avenue Chicago, IL 60604Because of my background, I am sure I can do an outstanding job for Brunswick.I am familiar with you fine products and am eager to join your team. Please call me at(301)555-4421.1 am available for an interview at your convenience.Sincerely,Marilyn BermanMarilyn Berman（ 四）求职信的写法：1 .第一段自荐求职信和应聘求职信的主要区别在第 一 段 （ 见上文的求职信）。

应聘求职信中必须说明应聘职位的信息来源另外， 在第一段开头就点出自己的一些专长，也不失为一种切实可行的好办法自荐求职信中第一段开头通常询问对方公司是否有职位空缺， 一般都是直接提出询问，希望对方作出回答2 .第二段第二段详细介绍自己的资历和工作经验为了使求职信更具说服力，应把你具有的资历和应聘的职位联系起来3 .最后一段最后一段应该请示对方给予面试机会，语气要充满自信，但不能让对方感到有催促之嫌四. 写作方法和行文策略在求职信中( 1 )避免对自己作出过高的评价 2 )信中应显得充满自信，对应聘的职位表现出极大的兴趣，但语气要适当谦虚 3 )通过求职信表明自己有能力写同一封整洁无误、条理清晰的英文商业信 4) 5对方表明你了解所应聘职位的要求，并具备相关的资历课后练习：练习一下列句子是从求职信中摘录下来的左栏中的句子写得不好，请在右栏中修改1. What? Oh, yes! There probably aren't a.very many people in Hong Kong betterqualified for the job than me!2. Well, of course, my vast experience of b.working in all the best companies inHong Kong makes me the idealcandidate for the job.3. There's no doubt they'll want someone c.as young and dynamic as I am!4. Having an MB from Harvard is bound to d.get me the job!5. They9re sure to be impressed by e.someone who is a member of so manyprofessional associations.练习二左栏中的各段落选自一封求职信。

请根据左栏的资料摘录而成的一份履历写在右栏中Between 1994 and 1996,1 was employedby Kowloon Engineering Corporation(790 Wong Tai Sin Road, Shek Kip Mei,Kowloon) as Junior Safety Supervisor, Ihad to recommend new safety systems to参考答案：练习一：a. I believe that my qualificationsmake me a suitable candidate forthe post of Marketing Manageradvertised in the Business Post thismorning.b. I think that my breadth ofexperience would be useful to yourcompany.c. Far from being adisadvantage, I feel surethat my youth will help meto serve your company withmore energy andenthusiasm.d. When I received my MBAfrom Harvard I fullyintended to return to HongKong to work.e. I believe that it is importantto be active in one'sprofession. As you can seefrom my resume, I am amember of severalprofessional associations.练习二：Date Employer1994-1996 KowloonEngineeringCompany,PostJunior Safety Supervisor—Responsible for recommendingnew safety systems tomanagement.790 Wong Tai Sin RoadShek Kin MeiResponsible to the SafetyManager2.DateEmployerPost1996-1998King IndustriesUnit 58,ProsperousIndustrial Estate,Ngau Tau Kok,KowloonAssistant Safety Manager-Responsible for conducting allstaff safety training,updating safetyequipment, and assisting informulating new safetyregulations.Responsible to the HumanResources> <____3.DateEmployerPost1998-PresentMatsudoSafety Manager-EngineeringResponsible for113 Hau Poall aspects ofStreet, Kwaisafety at work.— —— -第十讲业务报告业务报告简介(~)定义：报告是一种搜集、研究事实的人与由于某种目的而要求提交报告的人之间的信息或建议的交流形式，通常作为决策和行动的基础。

二 ) 报告的种类①②③④⑤⑥⑦⑧⑨①②③( 1 )报告按内容分可以包括可行性报告( Fe a s ib il it y Re p o r t ) ：向决策人提供客观事实材料和数据，具体分析各方案的实际可行性和潜在的成功机率定期报告( Pe r io d ic Re p o r t ) ：每隔一定时段提交一次的报告称为定期报告其目的是总结平定过去的业绩，同时跟踪动态及问题调 查 报 告( In v e s t ig a t iv e Re p o r t )：调查查证某些说法建 议 书( Re c o m m e n d a t io n r e p o r t ) ：对业务的发展提供建议市场研究报告( Ma r ke t S t u d y )：描述研究市场某种情形以作出决策进 度 报 告( Pr o g r e s s Re p o r t ) ：提供项目进展情况，总结某一阶段的经验与不足，以供了解信息，进行监督事故报告( In c id e n t Re p o r t ) ：事故报告是针对各种事故、设备故障及其它具有破坏性的事件，详实、准确地提供客观事实材料和数据的报告。

公差报告( T r ip Re p o r t ) ：又称外出报告通常由个人发给自己的上司一般是交代费用的支出情况审计报告( A u d it Re p o r t ) ：这类报告经常涉及财务，复杂工程的投标调查，新雇员工的素质调查，薪金方案调查等领域 2 )根据不同的写作目的，商务报告可以粗略地归纳为三大类一这三大类型的商务报告之间呈现逐层递进的关系提供信息( In f o r m a t io n )： 信息型商务报告的主要作用是单纯性地提供有关某一方面的客观数据、信息，而无需添加任何主观的分析判断，例如销售报告、损益报告等分析归纳( A n a l y s is & C o n c l u s i o n ) ：分析型商务报告的主要作用是在传递信息的基础上，对所提供的信息进行深入的解释分析，并进而得出主观性的结论，例如年度报告、进度报告等提出建议( R e c o m m e n d a t i o n )：建议型商务报告则是在提供信息，并对之加以分析概括的基础上，进而提出主观性建议，例如可行性报告、市场分析报告等二. 撰写业务报告(-)事先准备动笔写业务报告之前必须首先考虑阅读对象。

二) 汇集资料资料如何收集主要取决于报告的性质以下是常见的一些资料来源1 .直接观察 7 .引用2 .视察 8 .竞争对手的活动3 .先前的报告 9 .实验室测试4 .意见调查 1 0 .访谈5 .公众资料，如互联网6 .独立机构，如医学协会、管理协会、职业团体等( 三) 报告撰写( 1 )商务报告的写作要领1、在报告的开头部分直截了当、简明扼要地陈述写作目的和目标2、保持客观、公正的写作态度，克服偏见和主观性， 排除人为因素对论据准确性的干扰3、在没有经过充分论证的前提下， 不要草率地做出牵涉范围过大的概括性结论4、采用恰当的写作风格， 使之和报告撰写人与阅读人之间的关系保持协调一致5、确保报告的结论和建议是经过充分论证而得出的6、灵活地运用图表、图例， 用数码标明段落、 层次、问题等， 加强逻辑性,帮助阅读人迅速领会报告要点7、删除陈词滥调，保证语言清新、自然、简洁、流畅8、变换句型、句式，避免平乏单调9、要特别注意段落的衔接、小标题、子弹点、连接词句的运用 2 )商务报告的格式I .简短的业务报告简短的业务报告一般只有一个目的，涉及的范围有限II.个例分析：例一：事故报告( Incident Report)To: Da vid McGra thFrom: Hea ther WestonDa te: July 2 2 , 1 9 9 6HeadingRe: Accident Report--Flash Fire in Machining UnitDescription of the incident （ 事故经过）CL0D0口口口一一B一三口口mOn July 2 0 , 1 9 9 6 , a t 1 1 : 0 0 a . m. , Joe Kelly bega n clea ring a plugged oil coola ntsupply line a t a gea rmotor ma chine. At 1 1 : 0 5 a . m. , ma intena nce pipe fitterMa tt Arnold turned on the ma chine oil pipe. The resulting pressure freed the aplugged line a nd sent oil spra ying upwa rds. The oil hit the light bulb overhea d,口ca using the light to sha tter a nd ignite the oil. According to Nicco Alva rez, °। — iunit lea der, the fire sprea d to the next ma chine a t once. Fire briga de a ction片by employees got the bla ze under control, a nd 2 1 of the 2 4 sprink lers opened. 0The fire depa rtment wa s not ca lled. There were no injuries. Da ma ge wa s °nextensive, estima ted a t $ 1 9 , 0 0 0 . Production loss wa s 2 4 hours beca use two ;ma chines were down, resulting in fa ilure to produce 4 8 0 0 gea r bla nk s. Overtime 0t Z 3will ha ve to be scheduled on two shifts. 3L L l L U U匚匚匚匚二厂匚匚匚H u m sUUDUmlmL U K U U U U UL U U二口匚U U UA.事故经过(Description of the Incident) 二报告首先应该按照时间顺序，提供有关事故发生之前、之中及之后的详细事实材三料，包括事故发生的准确时间、地点，受损设备名称及型号，操作人员，受伤人员，现场目击者证词，救护单位及善后补救措施等。

由于有关方面可能会依据报告的内容三实施法律行为，因此报告对事故的描述•定要完整、客观，不能掺杂个人的判断।auaCauses 事故原因 =aaUJuLJAfter consulting with Mr. Alvarez, I have determined two major causes for the fire. First, 0r=athere was a lack of communication between the two workers who were both engaged on the =same machine. Second, the light bulbs in use were not approved as fire-andexplosion-resistant.B.事故原因(Causes)报告接着阐述导致事故的直接和间接原因，并清楚地指出由此导致的直接后果在没有充分证据的情况下，一定要慎重地表达自己对事故原因的种种推测，可使用这样的词汇，例如 “appears"，“probably”，“seems” 等等Recommendations 建议To prevent similar accidents in the Machining Unit, I recommend the following:1. Install fire-and exp1osion-proof lighting on all automatic screwmachines and throughout the unit.2. Establish a standard communication system between workers on the samemachine.3. Supervise repair work involving flammable liquid.口口口口口=:二口rlnrnLII}口口口一口：口口口口oC. 建议(Recommendations)在分析事故原因的基础上，撰文人可进而提出有针对性的整改建议。

建议应该集中在各种防范措施方面，而不是惩罚涉嫌人员如果建议不止一条，可采用数码标明♦ 事故报告报告目的(Purpose)事故报告是一份记录事故前因后果的重要文件，尤其是当事故造成了人员伤亡和物质损失时，政府机构、保险公司及设备制造厂商等将根据事故报告采取相应的法律措施此外，经理人员需要参照事故报告来尽力防止类似事件的再次发生因此，--份事故报告应该详细地叙述事件过程，分析原因，并提出防范措施例二:可行性报告(Feasibility Report)L L L l匚l i u c u u ulzl-iu u u u u u l l l u u u i j u u l i 」」Report on the Purchase of the Safest 1997 Sport Utility VehicleThis is a report for any individual looking to purchase a 1997 sportutility vehicle with safety in mind. More and more families today wantluxury and safety from their sport utilities. The purchase of a sportutility vehicle would need to take into consideration the followingcriteria:• Overall driving experience• Vehicle cockpit• Safety• Price二口口口口口口3口口口mErnnnn口口口uulA. 导言(Introduction)在导言部分撰文人介绍写作背景，阐明报告要讨论的问题，并提出作决定的各种选择性方案--本文从四个方面提出比较点。

ComparisonsThe four sport utility vehicles that will be considered are the Jeep GrandCherokee, the Mitsubishi Montero Sport, the Ford Expedition, and the FordExplorer.LJ 一ESNCn=B. 比较(Comparison of Alternatives) =自 在这部分撰文人提供事实材.料，采用比较的方法，以客户的利益为出发点三三充分论证每一种选择性方案的得与失需要特别指出的是，在比较分析的过程三£中，应该给予每利选择性方案同样程度的重视，不可凭自己的主观意志有所三色侧重，从而丧失客观公正性，降低报告的可信度 =匚.，口2 Overall driving experience.(全面的驾驶体验)The Jeep Grand Cherokee rides morer=T3二 comfortably than most utility vehicles even with a full load. The ride is overall pretty quiet butthere is an occasional gear changing sound from the transmission [1:56]. [...] The Mitsubishi W2 Montero Sport rides more like a pickup truck than a luxury sport utility. f...]The Ford Wr=n=Expedition, despite its size, is a responsive vehicle. Sharp turning [...] The ride[...]with a full =W load it gets better [1:57] .[...]Overall the Ford Explorer and the Jeep Cherokee performed above =E average compared to the other Vehicle cockpit.(车内座舱)In the Jeep Grand Cherokee the optional power seat helps tall and 二=short people get comfortable, with a good view of the road. The rear mirror.The steeringThe Mitsubishi Montero Sport cockpit offers average leg and head room, and [...] The SExpedition [...\ The Ford Explorer is equipped with a six-way power driver's seat [...J 二£ Safety.（安全性能）Safety equipment on the Jeep Grand Cherokee includes [...] The Mitsubishi 二口口£ Montero Sport is equipped with [...]. The Ford Expedition comes with [...] All compare the gc same in safety but the Explorer offers the child safety seat option. 0c Price.（价 格） The Jeep Grand Cherokee tested price was $29,885. The Mitsubishi °nnMontero Sport tested price was $29,554. The Ford Expedition tested price was °! $32,465 and the Ford Explorers tested price was 29,535 [1:55-58]. The Expedition is gc considerably more expensive than the other three, which have close to the same 3晨price.晨Summary （ 概 要 ） °c The following is a summary of the comparison of the Jeep Grand Cherokee, the Mitsubishi aaa° Montero Sport, the Ford Expedition, and the Ford Explorer: °Ud1 . A l l f o u r v e h i c l e s f a l l u n d e r t h e s p o r t u t i l i t y v e h i c l e c a t e g o r y . °2 . T h e F o r d E x p l o r e r a n d t h e J e e p C h e r o k e e o u t p e r f o r m e d t h e o t h e r t w o口i n h a n d l i n g a n d m a n e u v e r i n g . °i—J3. T h e F o r d E x p e d i t i o n c r u s h e d t h e o t h e r c o m p e t i t i o n w h e n i t c a m e t o °t h e i n s i d e l e g r o o m , h e a d r o o m , a n d o v e r a l l i n s t r u m e n t l a y o u t .QE3r j4. T h e M o n t e r o S p o r t a n d t h e F o r d E x p e d i t i o n d i d n o t h a n d l e a s w e l l °5.a s t h e o t h e r t w o b u t m a d et h e i n t e r i o r .A l l t h r e e v e h i c l e s e x c e p to f c o m f o r t f o r t h e d r i v e ru p f o r t h i s i n t h e o v e r a l l c o m f o r t o f ：E3aE3t h e F o r d E x p e d i t i o n h a d e q u a l a m o u n t s S口E31=3r j口r i口（ -!03口C3tZ3r aC3CTC3uaaaaaaaC3aC3aC3cac=ia n d t h e p a s s e n g e r s .=（_ iC3GJC3daat=3<=iC=3CJC36.口[•,,] 7 . […] 8. [•,,] 9.T a b l e 1. T e s t i n g r e s u l t s o f t h e J e e p G r a n d C h e r o k e e , t h e M i t s u b i s h iM o n t e r o S p o r t , t h e F o r d E x p e d i t i o n , a n d t h e F o r d E x p l o r e r .C a t e g o r yJ e e p G r a n dC h e r o k e eM i t s u b i s h iM o n t e r o S p o r tF o r dE x p e d i t i o nF o r dE x p l o r e rP e rf orma nc e2222C omf ort2232R i d e2133N oi se3223C ontrols a ndd i spla y4444T O T A L2. 62.22.83. 0N ote : 1 - P o o r , 2 - G o o d , 3 - V e r y g o o d , 4 - E x c e l l e n tc Recommendations （ 建议）= ....° B a s e d o n t h e t e s t i n g r e s u l t s p r e v i o u s l y d i s c u s s e d i n t h i s r e p o r t a n d t h e= r a t i n g s f r o m T a b l e 1, I r e c o m m e n d t h e f o l l o w i n g :口1 • P u r c h a s e a F o r d E x p l o r e r , w h i c h m e e t s a l l t h e m i n i m u m s a f e t yc° r e q u i r e m e n t s a l o n g w i t h t h e a d d e d c h i l d s a f e t y o p t i o n . T h e一 E x p l o r e r p e r f o r m s w e l l i n t h e l u x u r y a n d t h e p e r f o r m a n c e t e s t a n di s r e a s o n a b l y p r i c e d .1C口1三JUGic三 C. 结论(C o n c l u s i o n s )与建议(R e c o m m e n d a t i o n s )I结论部分重申报告目的，扼要地概括每一种选择性方案的优点与缺点,二结全文。

建议必须建立在结论的逻辑基础上，是结论的合理延伸总将可行性报告目的(P u r p o s e )人员在做出重大决策之前，通常要求呈交可行性报告，从而正确认识现状，充分衡量各种选择的得与失 这就要求报告撰写人全面地介绍所有合乎情理的选择，并在此基础上，客观地评估每一种选择所可能牵涉的重要因素，例如成本、可靠性、时间限制、长远目标等例三：建议型商务报告R e p o r tT h e r e s u l t s o f t h e m a r k e t s u r v e y a r e d i s s a t i s f y i n g . T h e r e f o r ee f f e c t i v e m e a s u r e s m u s t b e t a k e n i m m e d i a t e l y t o e x t r i c a t e u s f r o m t h ep r e d i c a n )c n l .首先阐明该报告是针对市场调查而作，因为其结果令人失望，所以写作目的旨在呼吁采取有效措施，扭转被动局面。

D i s c u s s i o n o f F a c t s (倍况分析)F r o m t h e t a b l e s h o w n , i t c a n b e c o n c l u d e d t h a t o u r e f f o r t s i n s u c hf i e l d s a s ' V a l u e f o r M o n e y ' , ' R e l i a b i l i t y ' , ，A f t e r -s a l e s S e r v i c e， a n d' A d v e r t i s i n g ' a r e l e s s s u c c e s s f u l t h a n t h o s e o f S h i k e i .T o m a t s uS h i k e iV a l u e f o r m o n e y* ** * * *R e l i a b i l i t y* ** * * * *A f t e r -s a l e s** *s e r v i c e* * * **A v a i l a b i l i t y** * *A d v e r t i s i n g说明在“Value for Money”等四个方面本公司的工作做得不如Shikei公司成功。

RecommendationsO n t h e b a s i s o f t h e r e s u l t s , I h a v e t h e f o l l o w i n g r e c o m m e n d a t i o n s :1. T o o r g a n i z e q u a l i t y c i r c l e s t o s t u d y a n d s u p e r v i s e e v e r ys e c t o r i n o u r p r o d u c t i o n s o t h a t a n y q u a l i t y p r o b l e m s c a n b ed i s c u s s e d a n d s o l v e d i n t h e c o u r s e o f p r o d u c t i o n .2. To give the marketing manager more power to make his own decisions sothat he can respond to the changing business situation timelier.分别就加强产品质量和营销提出具体的、可操作的建议。

如果建议不止•条，那么应尽量采用相似的语法结构组织语言，如范文中的两条建议均采用了不定式结构T o o rg a n i z e …，T o g i ve …，此外，也可采用动名词结构，如O rg a n i z i n g *" , G i vi n g …，或 祈 使 句 ,如 O rg a n i z e …，G i ve …, 或情态动词,如 W e m u st / sh o u l d o rg a n i z e …，W e m u st / sh o u l d g i ve …, 从而显得条理清晰，层次分明译文： 报告市场调查结果不令人满意，因此必须采取有效措施使我们摆脱困境情况分析表格表明，我 们 公 司 （ T o m a t su 公司）在估价，产品可靠性，售后服务和广告领域做的不如S h i k e i 公司建议:基于以上结果，我提出以下建议：1 . 组织一个产品质量小组来研究和监督各个部门的产品，以便任何品质问题都能在生产过程中讨论解决2 .赋予市场经理给大的权利使他能作出自己的决定，从而对变换的商务状况作出更适时的应对简短的建议型商务报告一般可以分三个步骤来写：□ 导言在导言部分，简短地概述一下商务报告的写作背景和目的，字数要控制在 2 0 个词以内。

□ 分析分析论证是建议的基础，因此它在全篇中扮演重要角色归纳概括原始数据信息□ 建议建议是全篇最重要的部分， 应占到总篇幅的相当的比重， 大约在2 5 9 6 ~5 0 %之间I I I .长篇业务报告的格式和注意事项长篇业务报告可能有几个目的，而且涉及的范围也较广 长篇业务报告的结构包括引言、报告正文、补充说明三个部分：A .引言长篇业务乎告的引言是对报告正文作总体的背景介绍引言包括以下五点:ANALYSIS OF THE SUN COAST UNIVERSITYCAMPUS RECYCLING PROGRAMPresented toChery BryantRecycling DirecteoOffice of Associated StudentsSun Coast University①标题页标题页必须写清楚报告的题目、作者姓名或组织的名称和头衔、报告接收者或组织的名称和头衔和报告撰写日期② . 总目总目录中列出报告所有章节章节标题应与内文•致③ . 图表目录报告中采用的所有图表和图片均须一一列出应该注意的是，文中采用的图表一定要紧扣报告内容④ . 提要简要说明报告的目的、主要调查结果、结论及建议。

⑤ . 调查范围简单说明报告的目的，并包括授权你写报告的人的有关详细资料PB .报告正文这部分内容应尽可能清楚地说明调查取得的结果，以及进而得出明确的结论可行的话还应提出一些明确的意见通常包括调查结果、结论、建议三方而① . 调查结果：调查结果可以通过讨论、网上调查、到图书馆查资料、作市场研究等途径取得② . 结 论 ：要把所收集的资料进行加工整理，并得出几个小结③ . 建 议 ：正文最后- - 部分是根据所得的结论提出建议C .补充说明报告的最后一部分提出与报告相关但又不是十分重要的补充资料补充说明中可以列出附录和参考资料① .附录② . 参考资料三. 业务报告的措辞和语气(1 )概要概要一- 般包括三个方面的内容首先，简单说明调查范围，即报告的主旨其次，简要讨论收集资料所运用的方法最后，简要地作出结论并提出建议也就是说，概要的作用就是概述报告的内容一般语气( N e u t r a l ) 正式语气( F o r m a l )This report describes findings from a The purpose of this report is torecent exploratory visit to Shanghai describe findings from a recentand Guangdong P rovince, and makes exploratory visit to Shanghai andrecommendations regarding the options Guangdong P rovince, and to makeUltradine has. recommendations regarding thepotential for Ultradineoperations in these areas.( 2 )调查范围调查范围必须写得清楚明白，说明撰写报告的原因和目的。

如：一般语气( N e u t r a l ) 正式语气( F o r m a l )This report aims to take thetemperature of the domesticeconomy, both among consumers andindustry, to make contact withrelevant people, and find out thekey facts that will enable thepossible business options to belooked into.The purpose of this report is to. assess the current state of thedomestic economy, both at consumerand industry level, to establishrelevant points of contact, andascertain the key facts to enable thepossible business options to beexplored.( 3 )调查结果：这部分内容简要说明调查研究所取得的结果，如：一般语气( N e u t r a l ) 正式语气( F o r m a l )In both regions, competition isstrong in low-priced, inferiorquality products. Top qualityimported and domestic products aregetting ever more popular as thespending power of ordinary peoplegoes up.In both regions, there is strongcompetition in low-priced, inferiorquality products. However, primequality imported and domestic productsare becoming increasingly demanded asthe wealth of the average citizenincreases.( 4 )结 论 ： 这部分内容是对调查结果进行总结和解释，如:一般语气( N e u t r a l )正式语气( F o r m a l )As a result, the production offinished synthetic goods islikely to be more feasible,although the question of profitneeds to be looked at.At the two factories we visited,Shanghai Synthetics F actory andGuangdong Synthetics F actory,they expressed a clear interest intalking further in the comingyear. They accept that we arecurrently just investigatingpossibilities, and not discussinginvestment in the short term.Therefore, the production of finished>synthetic goods offers greater ease ofentry and marketing opportunities.However, profit potential requiresfurther assessment.At the two factories visited, ShanghaiSynthetics F actory and GuangdongSynthetics F actory, a clear interestwas expressed in progressing tofurther discussion in the coming year.It is accepted that our position is oneof study and evaluation, rather thanearly investment.( 5 )建 议建议不应太多，表达要浅显易懂，如：一般语气(N eutral) 正式语气(F ormal)A follow-up visit should be made to We also recommend that a follow-up visit beShanghai and Guangdong in early made to Shanghai and Guangdong in early 20 0 320 0 3 so that we can keep in touch to maintain and increase contacts,with the people we met on thisvisit, and make new contacts.四 .写作方法和行文策略撰写业务报告时：1 )动笔前应考虑哪些是阅读报告者已知的信息，哪些是他们未知的信息。

2 )收集资料要选择最恰当的方法3 )使用标准的格式，这样便无论在撰写或阅读方面都会更容易查一查公司是否有自定的格式4 )确保语气使用得当，查一查公司对此是否有具体规定课后练习练习一：以下左边各段文字是交谈的内容节录，分别关于四篇不同的业务报告请在右边方框说明这些报告的调查范围John, can you get that report readyfor me by next Thursday?... I wantyou to present an overview of thePersonnel Department: you know,structure and organization一you getthe idea...^^“Jane. Don't forget the weekly salesreport is due on Friday一usual sort ofthing—product progress update, surveyof week's events in the market. Lookforward to seeing it on my desk onFriday then/9"Peter, I read your report last night-very interesting. I particularly liked the >part where you presented the results ofyour interviews一I'd never haveguessed that the man in the street wouldprefer to see less rather than moretelevision. Also, your findings asregards favourite programme type werequite eye-opening.”“Loma. That report you sent meyesterday. Are you sure you can >conclude from your limited evidencethat this company should expand intothe European market? I mean, surelywe need to look at our potentialcompetitors, activities very closelybefore we can do that with anyconfidence.^^练习二下面左边各项取自业务报告中的调查结果部分，而左边各项则是用不同的语法结构加以叙述。

把左右各项配对起来1. Most of the company5 s efforts arecentred on production ofelectronic components.2. Top quality imported products aredistributed through a chain ofspecialized stores.3. There is strong competition at thelower end of the market.4. Basically, there are threecategories of consumer in themarket: the person who buysanything; the person who neverbuys anything; the person whocan be persuaded.5. We have looked into thepossibility of the incident beingcaused by an animal passing theelectronic security beam, but wehave ruled this out as thecompound is surrounded by a5-metre security fence whichwould stop any animal.a. A chain of specialized storesdistributes top quality importedgoods.b. Many companies are in keencompetition at the lower end ofthe marked.c. The company concentrates onproducing electronic components.d. After investigation, we have ruledout the possibility of the incidenthaving been caused by an animalpassing the electronic securitybeam, as the compound issurrounded by a 5-metre securityfence which would stop anyanimal.e. The market is divided into threecategories of consumer: theperson who buys anything; theperson who never buys anything;the person who can be persuaded.练习三下列各句选自不同的业务报告，判断它们分别属于报告的哪一部分，即调查结果、结论还是建议。

1. The surface of the internal flooring is still smooth, while the external floorcovering appears to have been badly scratched.2. We should strongly recommend that policing of the compound be stepped up.3. We feel that the most likely cause of this incident was electrical failure.4. The market is extremely sensitive to price fluctuations.5. In terms of personnel, we feel that additional staff should be recruited before theend of the financial year.6. In line with our findings, we believe that the future looks hopeful for the companyif the following recommendations are taken up.参考答案：练习一：1 . The purpose of this report is to give an overview of the structure andorganization of the Personnel Department.2 . The objective of this sales report is to present an update of productprogress, and to survey the week's events in the market.3 . The aim of this report is to investigate television viewing preferencesamong the public.4 . The purpose of this report is to assess the feasibility of the company'sexpansion into the European market.练习二：l=c; 2=a; 3=b; 4=e; 5=d练习三：1=调查结果；2=建议；3=结论；4=调查结果；5=建议；6=结论第十一讲订购信订购信简介大机构的工作人员一般不需要自己撰写订购信，而是使用加编号的订货单。

同样，个人从邮购公司邮购，也不一定要订购信，只要填写产品目录中所附的邮购表格并把它寄出去就可以了使用这些订货单或邮购表格的好处在于填写方便，不容易出差错然而，有些规模较小的公司不一定备有合适的订货单，或者你想提供的一些信息没法填入通常的订货单中，这时候就须拟写专门的订购信To订购信例子:Computex56 Shin-Chuan ls, RdKao-HsiungTAIWAN1 October 200-Dear Mr JiOrder for Grade ，A' 3・5" High Density optical disks (Order No. 354334522)Further to our telephone conversation this morning I should like to confirm details ofthe order which we discussed.I should like you to send me the following items:2,00 grade “A" 3.5" High Density optical disks@US$24.50 per pack of 10(with clear plastic protective cases) US$4900We agree to your quoted prices, as stated above, and anticipate receiving the goodson or before 10 October. Please charge this order to our charge account, number011-4786864.Yours sincerelyTsai Hsin-En订购信的措辞和结构撰写订购信时，应对所订货品作出详尽说明，以避免造成误解或耽误交货。

标准的订购信结构非常简单，包括三个小段：第一段这一段应提及与对方在此之前有过的联系，如： •收到报价•参观对方展览厅•对方销售代表来访 . •对方公司给你寄来产品介绍小册子•对方之间的联系以下是常用的说法：报 价: Thank you for your quotation of 12 April.参 观 对 方 展 览 厅: I found my visit to your showroom last Monday extremelyinteresting.产 品 示 范: Many thanks for the demonstration of your security equipment lastThursday. It was very impressive.产品介绍手册/目录: Thank you for sending me your factsheet of home D-I-Yproducts and services.联系: Further to our telephone conversation this morning I should like toconfirm details of the order which we discussed.第二段列出订购货物的各项细节。

第二段最简单的开头方法有：I have pleasure in ordering the following goods:I should like you to send me the following items:下面表格中共有五项要订购的货品表格第一行所示的顺序可供参考QuantityGradeSizeWeightColourOriginNameFinishMaterialSpecia1featuresNOUNExtras1000Grade A3.5---Comptec--highdensityopticaldiskswithplastiicases150-6 ，X4'heavyweightBrown &creamMexican--allwool-Wall-hangings-600half-litre cansof---Oatmeal-Magiplusglosspolyurethane-paint-1500sacksofbest--White-Basmati---rice-120-4-inch---Impexcourseemery-sanding diskswithadapts数 量 :通常为数字，或用下列单位来表达:case of (e.g. wine, beer) sack of (e.g. coal, rice, wheat)ream of (e.g. paper) carton of (e.g. cigarettes)bale of (e.g. wool, paper) barrel of (e.g. oil, beer)等 级 :并非所有的货物都按等级划分。

尺寸. •指大小，也可注明实际尺寸重 量 :用英制或公制表示颜 色 :应与宣传品中描述相符产 地 生 产 国 :这里指输出产品的国家型号I产品名称/ 编码:这是指所订货品的商标名称要确保产品的型号准确无误只有在材料作为产品的特征时，才须注明这一点材料较为贵重时一般也须注明岸苑. •指出…些有利于产品销售的特征附乡. •注明产品带有附件这也是很常见的附件名称通常位于名词之后第二段还应注明两个细节，即产品分类类( 置于产品名称后的括号内) 和产品价格( 包括单价和总价) 第三段注明付款条件及折扣率，以便有关人员弄清这些细节，避免造成重大差错详细内容应包括：i .预料的交货日期( 如适用的话，也应同时加上运输方式) 2 . 付款条件及方式( 包括报价中提及的折扣率) 付款方式包括信用卡、记账卡、银行汇票或邮政汇票、支票以及交货付现( Cash on delivery)方法和策略在订购信中• 应说明详尽的细节• 一定要对所有细节进行复核，确保说明顺序无误• 不要忘记对特别的付款条件和折扣进行核实练 习练习一请把下列货物和相应的数量连接起来1.a case ofa.wheat2.a sack ofb.wine3.a barrel ofc.paper4.a bale ofd.cigarettes5.a ream ofe.coal6.a carton off.beerg-oilh.ricei.beerj-wool（ 答 案 : l=b,f； 2=a,e,h； 3=f,g； 4=c,j ； 5=c; 6=d）练习二从右栏中选择一个或一个以上单词填入左栏空格内，使之构成可用于描述产品特征的形容词。

其中有一个单词的拼写须稍作改动1.______________proofa.shock2.unableb.wash3.ablec.water4.self-______ ingd.locke.breakf.removeg-sharpenh.dusti.correct( 答案：l=a,c,h； 2=e； 3=b,d,f(removable)； 4=d,g,i)练习三下列左栏是四份订购信的产品细节，而右栏则是货物各个细节所属类别的陈述次序如果你想考一考自己，请将右栏覆盖起来，写出这些类别150, Super-lightweight Spanishwoolen sweaters*Quantity + Weight + Origin +Material + NOUN24, 17 " Microview colour monitors4Quantity T - Size + Name + NOUN +with swivel standsExtras4,8' X 6' Peach Scandinavian rugs------->Quantity + Size + Colour + Origin +NOUN3 doz. smoked plastic lockablecomputer disk storage cabinets withremovable sections---------- ►Quantity + Material Special +Features + NOUN Extras第十二讲付款信付款信简介货款结算的方式有多种：•如果和供应商之间有往来账户， 那么收到的•般是结算单而不是发票。

将货款付入往来账户时通常需要填写一张标准形式的表格，无须附寄付款信•有些账单付款时只需将账单下半联撕下寄回即可费账单通常就是采用这种方法支付的•有些账款支付时需附另函这就是本章要讨论的重点——付款信付款信的例子：Green Fields HospitalSha Kok RoadNew Territories, Hong Kong SARTel: 26986147/Fax: 2698618628 March 200-Sales DepartmentPro-Electronics231 Leung Kong RoadShatinNew TerritoriesDear Sir付款信的措辞和结构付款信的内容包括两个部分：• 简单提及付款原由• 说明支付细节付款原由付款信的第一部分可以提及最近和客户之间的联系，然后说明详细内容已经过核实支付细节如应付款项经核实没有问题， 可用以下方式说明随函付款的情况：We encloseour cheque for S$1500 in payment for our order, no 6546598, delivered 14 June 200-.然而，如果经核对发现发票有误，可以寄一封语气温和的投诉信，也可以在付款信的第一部分简单提及，并在第二段中作出说明，随函附寄的支票金额是你计算出的正确金额。

方法和策略在付款信中• 内容须简单清楚• 除非有特定需要，信文应保持简短• 如果没有全额支付，则须说明原因练 习练习一把下页所提供的单词填入付款信的空格内Dear Mr Hu] to your letter which I 2 this morning, I have now checked the3 that you mentioned.I am 4 I cannot agree with your 5 . You have 6 adeposit of $2,000 which was 7 before the work was 8 .9 to this, I am enclosing a cheque for the 10 amount of $15,000.a.figuresf.receivedb.afraidg-pletedd.furtheri.owinge.paidj.forgotten( 答案：l=d; 2=f; 3=c; 4=b; 5=a; 6=j; 7=e; 8=h; 9=1; 10=g)练习二下面左栏的付款信中有许多风格、语气、拼写以及标点上的错误右栏的信是正确的。

如果你想考一考自己，可以将右栏遮盖起来改正左栏中的错误Dear Mr. LinI am inclosing a cheque for HK$35,00to clear the outstanding balance in myaccount of Sai Tung Garments.Thereason for my delay in paying was4Dear Mr LinI am enclosing a cheque forHK$3,500 to clear the outstandingbalance of my account with SaiTung Garments..due to my not having received either ofthe letters you claim to have sent to me.It is not my usual custom to ignorepaying bills!The reason for my delay in paying isthat I have not received either of theletters you mentioned sending me.As you can see from your records. IYours faithfully,have never been overdue in settlingmy account before.Yours sincerely第十三讲复投诉信复投诉信简介概说 复投诉信亦称“ 调解信”，其作用是协调双方之间的困局，对问题提出有益于双方的解决方案。

写信人通过调解信使收信人确信他十分重视对方的投诉并愿意提供帮助，并使对方相信他的公司并不是经常出错的及时性投诉信必须及时回复如果投诉是合理的，就应该向对方道歉，对出现这种局面表示遗憾， 并提出妥善的解决方案 如果你认为投诉有失公正或者索赔过多,就应该向对方提出，并作出解释这种情况下要使用委婉的语气预测问题事先，你应该对可能出现的问题作出预测如在对方将问题提出来之前就已经写信致歉，就能给对方留下更好的印象例子：复投诉信1 （ 货物受损或有瑕疵）Research Science Limited86-ho, 511-2 Konghang-dongKangseo-guSOUTH KOREA14 October 200-Mr Tsai Hsin-EnManagerComputex56 Shih-Chuan 1st RdKao-HsiungTaiwanDear Mr TsaiSubject: Invoice No. RS20034I refer to your letter of 10 October regarding the standard of the 3.5〃 high density opticaldisks we supplied to you recently. Thank you very much for bringing this matter to ourattention. We agree with you that strict quality control is very important.Having checked with our suppliers, it is clear that they mistakenly sent us aconsignment of faulty disks. Apparently, the damage was caused during theproduction process, and the suppliers are currently recalling all of batch 761b.I really must apologise for the inconvenience you have been caused. I can assure youthat in future we shall do all we can to avoid this error occurring again.We take all our customers, comments seriouslv. With this in mind, we are more than复投诉信（ 单据不符）Palette Publishing Co.14/F Hopeful Building22-24 Po Heng RoadAberdeenHong Kong SARFax: 2667189/Tel: 2681342131 May 200-Ms Sophia WanAccounts ClerkSinolib Book Ltd.Shop 350 Ocean CentreCanton Road, KowloonHong Kong SARDear Ms WanReference is made to your letter of 27 May 200- regarding our invoice (P5643/9). Iappreciate your bringing this matter to my attention.Having checked with our suppliers, it appears that a mistake has been made on thisoccasion, and that you have been sent an invoice with incorrect details. The reasonfor this is that we have recently introduced a computerized stock control system, andthere have been a number of "teething problems”. A revised, correct, invoice isattached for yourconvenience.I hope you have not been too inconvenienced by our mistake, and that you willcontinue to honour us with your custom.Yours sincerelyfor PALETTE PUBLISHING CO.复投诉信的措辞和结构回复投诉信要恭敬有礼，绝不能指责对方给你带来了麻烦。

最重要的是，复投诉信的语气要积极复投诉信应该完整简洁i般包括以下四个部分的内容：第一部分告知对方投诉信已收悉；第二部分讲述收到信后你所采取的行动；第三部分简单说明你的决定；第四部分如有需要提出合理的补偿告知对方投诉信已收悉这一段落篇幅很短，略述投诉信已经收悉复投诉信与大多数其他的商业信函不同， 不能采用' ' 以您为先”的语气 复投诉信的开头常采用一般的信首引语下列句子往往能给对方留下积极的印象：Thank you for bringing this matter to our attention.We appreciate your bringing this matter to our attention.采取的行动及调查结果这一段落要向对方说明，对于对方的投诉，你已经采取了行动，表示自己对客户投诉给予了足够的重视决定对于投诉，你的决定要么是接受，要么是提出反对意见给予赔偿或提出折衷方案如果你愿意承担责任并同意客户提出的解决方案，那么最后一段只须确认作出赔偿的安排就可以了即使你认为责任不在于你，为使客户满意作出让步，也不失为一个好办法方法和策略在复投诉信中• 首先肯定对方投诉对提高服务质量能直到积极有益的作用。

•如果愿意赔偿，则应表你的诚意，让客户知道你们公司持守客户至上的宗旨•如果你拒绝接受对方的投诉，为了保持商誉谅要准备做出妥协不要忘记,回复投诉信是为公司作广告宣传的良机练习练习一下列左栏中的句子都采用“ 以您为先”的证据，带有谴责的语气，而右栏的句子语气较为温和有礼 若想测验一下自己的学习成果， 可以把右栏中的句子遮盖起来，试着改进一下左栏中句子的语气：1. In your letter you complain aboutour terrible service.2. You accuse us of sending youdamaged goods.3. You neglected to mention that youordered from our budged range ofproducts.4. If you had thought about yourneeds beforehand, this problemwould never have arisen.5. Your complaint is totallyunjustified.6. If you had informed our InvoiceDepartment before, of course youwould not have been sent thewrong invoice.a. Thank you for your letter regardingour service.b. Apparently you feel that wedispatched damaged goodsc. Clearly, the advanced range hasmore sophisticated features than thebudget range from which youordered.d. Problems of this type do notnormally occur if customers, needsare sufficiently clear.e. I am afraid I cannot agree with yourcomments.f. If your Invoicing Department hadbeen informed before, the wronginvoice would not have been sent.练习二下列左侧的段落摘自投诉。

右侧的句子是用一顺话总结每段的投诉内容，通常出现在复投诉信的第一段若想测验一下自己的学习成果，可以将右侧的句子遮盖起来，对左侧的投诉内容加以总结：“Yes, we received the consignment thismorning... Yes, perfectly on time, that's true...Are we happy with the equipment? No we'renot! When we unpacked the machinery, we werefaced with a jigsaw puzzle of pieces! I don'tknow what sort of cases you use, but they arecertainly not suitable for shipping heavymachinery... What do you mean, did we take outinsurance? That's not the noint. We need thatI refer to our telephoneconversation this morning inwhich you mentioned thecondition of your练习三下列左栏中的句子是对投诉行为的描述，右栏中的句子是针对投诉作出的决定，请将左右两栏搭配起来：offer you the chance to buy aslightly more expensive model at anunbelievably low price.1.Having checked with oura.I regret to inform you, therefore,suppliers, it is clear that theythat we cannot give you a refund. Inmistakenly sent us a consignmentthis case, the goods are of saleableof faulty equipment. Apparently,quality, so a refund is out of thethe damage was caused during thequestion. However, as you are in aproduction process.difficult situation, we should like to2. According to our AccountsDepartment, we did not get yourorder until 9 March. I am afraidthe delay in delivery has been dueto this.3. Having checked with oursuppliers, it appears that a mistakehas been made on this occasion,and that you have been sent aninvoice with incorrect details.4. I have discussed the matter withour Sales representatives, and theytell me that you checked theequipment very thoroughly beforedeciding to purchase and wereaware of the standard of itsworkmanship.5. Having checked with our InvoiceDepartment, it appears that twomistakes have been made. First,we should clearly not have sentyou the goods. Secondly, itfollows that you should not havebeen billed for them.b. With this in mind, we are more thanhappy to replace the faultyequipment. I shall arrange for amessenger to call at your shopwithin the next three days to collectit and to deliver a replacementconsignment.c. In future, we shall ensure that youare not accidentally sent goodswhich you do not require. In themeantime, please feel free to keep,as a gift, the products we havemistakenly sent you.d. A revised, correct invoice isattached for your convenience.e. I regret, therefore, that we cannotguarantee delivery on the dateagreed. However, as it is clear thatyou are in a very difficult position,we are prepared to offer you theloan of alternative equipment untilsuch time as we can deliver yourorder.（ 答案：l=b; 2=e; 3=d; 4=a; 5=c）第 十 四 讲 证 明 信 简 介证明信一般都使用褒扬的语气。

一封好的证明信既要给予求职者积极的肯定，又要实事求是证明信的目的是如实地反映求职者的情况，而不仅仅是反映你认为可以帮助他获得聘用的情况例子:Pioneer Enterprise Electronics Pte Ltd8 Loya ng Way 2SINGAPORE 508804Fax: 65-545 6549/Tel: 65-545 466520 April 200-Mr Wang, Personnel ManagerEast Asia Electrics Corporation213 Zhongshan Dong Yi RoadShanghai(200002)People's Republic of ChinaDear Mr WangMr Stephen Chan证明信的措辞和结构证明信的结构与复查询信相似，也由三个部分组成:• 说明来函收悉• 证明求职者符合其应聘职位的要求• 结语第一段第一段首先说明对方要求出具证明的查证信已经收悉第二段第二段既可按优点、缺点两方面分述，也可从不同的角度介绍求职者的情况（ 如目前工作职责、个人品质、工作态度和工作习惯等）如果想极力推荐某个人，第二段可以用这样的方式开头：I can recommend Ms Kamachi without the slightest hesitation.I can confidently recommend Mr Ho to you.接着细述推荐某人的原因，包括以下方面：个人品质(Personal qualities)工作态度 工作习惯(Attitude towards work) (Work habits), Trustworthiness/Honesty • Conscientiousness ,Cooperativeness• Intelligence • Enthusiasm• Ability以上每一项都可以用相应的形容词描述求职者的情况。

描述求职者的情况时，不能颠倒主从句的位置，这可能无意间作了负面的介绍注意下列左右两栏句子的不同之处• Loyalty • Helpfulness• Reliability/Dependability • Willingness• Popularity, Efficiency• Punctuality结尾段负面印象正面印象Although Ms Xu is very enthusiastic, she issometimes slow to understand.Although Ms Xu is sometimes slow tounderstand, she is very enthusiastic.While Mr Yeo is very trustworthy, he can be alittle unreliable at times.While Mr Yeo can be a little unreliable attimes, he is very trustworthy.最后一段应对自己的意见作一总结, 并用一句话恰当地结束信文方法和策略在证明信中•将事实和个人看法区分开来。

证明信要求谈个人的看法，而不应把个人看法列举成好像事实一样•证明信不必过长一般证明信的篇幅不应多过一页只有在十分必要时才考虑增加内容• 在证明信上标明“ 机密”字样•记住，证明信中的言下之意，其实比信中直接说出的内容更为重要（ 参看本章证明信1）练 习练习一以下五个句子选自证明信，请判断一下它们的语气是肯定的还是否定的1. Although Mr Wong has had a few problems getting on with some members ofstaff during his time with us, he has succeeded in bringing in many cost-cuttingmeasures which have benefited this company.2. While the standard of Ms Choi's work is good, she is sometimes easily distracted.3. Mr Tan is extremely popular with his co-workers. However, he sometimes finds ita little difficult to focus his mind on the job at hand.4. Mr Wang has a tendency to voice his opinions rather too freely. He is, however,very enthusiastic about his work, the standard of which is usually very high.5. Mrs Kim's punctuality is slightly less than perfect. On the other hand, though, shehas achieved the highest number of sales this year, which is an impressiveachievement.（ 答案：1=肯定；2=否定；3=否定；4=肯定；5=肯定）练习二下列左栏中的句子选自证明信。

在右栏中，这些句子联合成了复句如果你想测试一下自己，可以将右栏覆盖起来，自己组织句子eg: Mr Den joined Before that, he He wasthis firm four worked at JilinRngineering । 'years ago Heavy Engineering Supervisor.Machinery Co. LtdMr Den joined this firm four years ago after leaving Jilin heavyEngineering Machinery Co. Ltd., where he was EngineeringSupervisor.1. a. Ms Wai came to us two years ago.b. Before she came to us she was astudent at Hong Kong University.c. She was studying Accountancy.2. a. Mr Tung joined this company in1988.b. Between 1985 and 1988, he workedat Yuen Foong Computers.c. He was a PCB designer.3. a. Mrs Wu joined us five years ago.b. Before this she was with the SocialService Department.c. She was a social worker.4. a. Mr Park came to this company in1985.b. Prior to this, Mr Park worked at KinFat Commercial Bank.c. He was a systems analyst.Ms Wai came to us two years agoafter leaving Hong KongUniversity, where she was a studentof Accountancy.Mr Tung joined this company in1988 after working at Yuen FoongComputers, where he was a PCBdesigner.Mrs Wu joined us five years agoafter leaving the Social Department,where she was a social worker.Mr park came to this company in1985 after leaving Kin FatCommercial Bank, where he was asystems analyst.练习三下列六个句子选自证明信，请判断其内容属于事实还是个人意见。

1. Mr Singh has worked extremely hard this year, and his sales figures are veryimpressive.2. With his experience in the field of company law, Mr Li woud be a very goodaddition to your staff.3. Mrs Yan's ability with figures is astounding.4. Mr Yashima's experience in the field of company law has made him a valuablemember of our staff.5. Ms Lu's efforts since starting with this company in summer 1998 will probablylead to her nomination as the year's No. 1 salesperson.6. Mrs Loh is sure to be successful in the field of accounting because of herastounding ability with figures.( 答案：1=事实；2=个人意见；3=事实；4=事实；5=个人意见；6=个人意见)第十五讲社交信社交信简介撰写社交信的目的主要是培养合作双方的感情，表明你并不只顾赚钱，而是不管是雇员还是客户，你都真心关心他们。

例子：社交信1 ( 感谢信)GSM Marketing PTJI. Cempaka 16, JakartaINDONESIAFax: (62) 21 3719234/Tel: (62)21 482770027 May 200-Mr Adbullah WiaksomoAccounts ManagerDear AbdullahThank you very much for all your help over the past few weeks. I should just like you to know thatI appreciate your willingness to help out in times of need and to assure you that yourunderstanding and sympathetic attitude will not be forgotten when the company is once more onits feet.YoursMichael WeissMichael WeissManpinp Director社交信2 （ 祝贺信）Far East Crafts (HK) Ltd112 Hollywood Road, Hong Kong SARFax: 25811342; Tel: 25941127FAXTo: Ms Jane Lai, Hong Kong Fine Arts Fax:26912854From: Mr Ken Kwan, Manager, Far East Crafts (HK) Ltd Fax: 25811342Date: 3 December 200- Pages: 1Dear JaneI was really delighted to hear that you got that job we were speaking about theother day. Let me be among the first to congratulate you. Mind you, with all thehard work you have done in recent months, this promotion is all you deserve.I am sure that the future will hold much more for you, and this is just thebeginning. You know that if there9s anything I can do for you, you only need toask.Yours社交信3 （ 邀请信）Alfonse Galleries68 Newton RoadSINGAPORE 307965Fax: (65) 252 6800Tel: (65) 252 341224 February 200-Mrs Adrienne Law6 Ridgewood CloseT n n a K In 丑Dear Mr JiI take great pleasure in inviting you to an exclusive exhibition of the works of theMexican sculptor, Joachim Paz. The exhibition will take place between 2.00 pmand 5.30 pm on 14 March 200- at the Grand Hotel.After the exhibition, there will be a reception in the Lotus Room at which thesculptor will be present.Yours sincerelyFor ALFONSE GALLERIESCarolyn Delgado CastroPromotions Manager社交信4 （ 慰问信）Flat 1H, OrchidMansions31 Conduit RoadMid-levelsHong Kong SAR27 June 200-Dear JuneI was saddened recently to hear of your great loss, and should like to extend mydeepest sympathy to you at this time of sorrow. Terry was both loved and admiredby all of his colleagues, and his disarming sense of humour will be sadly missed inthe office.I should just like you to know that if you need anything in the coming weeks, I willbe more than happy to help out in any way I can.With much sympathy.社交信的措辞和结构这类信函最主要的特点是表达作者的思想感情。

感谢信简短也写一封信说声“ 谢谢”，能使双方的业务关系朝着良性的方向发展，使你在客户心中树立良好的形象 感谢信必须写得真心诚意， 若是对方怀疑你有招揽生意的动机，就会对你产生反感感谢信由三个部分组成第一部分简要说明写信目的，并明确表示感谢紧接着说明对方的好意， 表明自己的诚意具体怎么说取决于实际情形以及你与对方的关系，有时还取决于你的幽默感信头首次致谢：1 enjoyed visiting your factory/showroom last weekend.个人感受：1 do appreciate your thoughtfulness.信尾再次道谢:Gnce again let me express my thanks to your for making the visitthe success it was.祝贺信别人遇到喜事一般要向他们表示祝贺致函祝贺对喜逢乐事，说明你关心的不只是自己的前途不要忘记，你关心别人，别人也会关心你也分成三个部分首先表示祝贺并说明祝贺的原因，即指出对方的成就接着应发表个人意见，表明自己的真心诚意最后，对对方的未来给予祝愿如果单纯地向对方表示祝贺，这样的信会更加受到欢迎。

以下例句分别用于祝贺信的三个部分：首先表示祝贺: Let me be among the first co congratulate you on your new job.说明个人感受:1 am sure there's no stopping you now: the sky's the limit!展望未来： 、am sure that the future will hold much more for you. This is just thebeginning.邀请信邀请信通知的内容包括公司业务拓展、乔迁新址，或公司内部调整一般均包括三个部分第一部分发出邀请，并说明原因第二部分提供细节，说明活动举行的时间和地点最后一部分一般表达希望对方出席活动的愿望各部分的表达方式如下：发出邀请正式：You are cordially invited to the Grand Opening of the Imperial Plaza Hotel.（ 尤用于请柬）较为 1E式：I should like to invite you to our new custom-built factory premises inGuangzhou.非正式：Please come to my party on 4 May.说明邀请的具体内容The exhibition will take place between 2,00 pm and 5.30 pm on 14 March 200-.Afterwards, there will be a reception in the Lotus Room at which the sculptor willbe present.表明希望RSVPDon't forget to bring a bottle!慰问信写慰问信一般都出于以下两个原因：好友或同事患病（ 或过世）；生意上的朋友遭受挫折等等。

以下句子可以用来表示上述情感，但是必须记住，慰问信的内容很大程度上取决于具体情形以及写信人与收信人之间的关系表示同情和慰问:I was saddened to hear of your great loss.表明个人感受: Fred was both loved and admired by all of his colleagues.提供帮助: Meanwhile, if there is anything I can do for you, please let me know.方法和策略• 社交信对发展良好的业务关系十分重要，说明你关心的不仅仅是赚钱• 社交信中一般不能带有明显的广告宣传意味，但邀请信是个例外• 要显得真诚，不要写得太长（ 尤其是慰问信）• 可以通过慰问信，主动向对方提供切实可行的帮助，但无须说得太具体练 习练习一请从下面的用语中，选择恰当的用语填入下列四封社交信内Dear Ms Lee] for all the assistance youhave given in the last six months.We do appreciate 2 towork long and irregular hours.I should just like you to know thatDear Dr ChanYou 7 attend a seminarentitled, Computer Applications forLanguage Study on 21 December200-. The seminar 8 theNational University of SinsaooreDear Fiona and DaveI was really 4 about the new addition tothe family.I imagine you 5 all the chaos thathaving a little baby boy around the house willbring! I f 6 a baby sitter, you knowDear RichardI was 11 to read in today's Daily Postabout your recent misfortune at the factory. I knowthis cannot be a 12 for such an incident tohappen. Of course, you can 13 to help inanv wav I can.a.are invited tof. Meanwhilek. your willingnessb.can't wait forg. saddened1. will beavailablec.count on meh. seeing youm. will be held atd.good timei. Thank you very muchn. you ever neede.inconvenientj. thrilledo. understanding andsympathetic approach( 答案：l=i; 2=k; 3=o; 4=j; 5=b; 6=n; 7=a; 8=m; 9=1; 10=h; 1 l=g; 12=d; 13=c;14=f; 15=e)练习二下面是两封混在一起的社交信。

请把两个信文分别整理出来，并指出它们的内容1. I look forward to seeing you there.2. Once again, let me express my thanks to you for making the visit the success itwas.3. Thank you so much for showing me round your premises on Tuesday.4. Afterwards, there will be an open seminar conducted by Dr Fong Siew Hong ofIPM Computer Industries.5. The exhibition will take place at the New Plaza Hotel Convention and ConferenceCentre between 2.00 pm and 5.30 pm on 2 and 3 October 200-.6. We can all learn from your experience.7. I should like to invite you to an exhibition of New Technology in the Marketplace.8. I was very impressed with the way you organize your stock control in particular.( 答案: 信文 1=7,5,4,1;信文=2=3, 8, 6, 2)练习三本章介绍了四种类型的社交信：感谢信、祝贺信、邀请信和慰问信" 判断下列情形应使用哪一种社交信。

1. a client has paid a long-overdue bill2. You have moved to larger premises3. an acquaintance has recently got a new job4. an acquaintance has shown hospitality5. an acquaintance has suffered a serious business set-back6. a client has made a first order（ 答案：1=感谢信; 2=邀请信; 3=祝贺信; 4=感谢信; 5=慰问信; 6=感谢信）高 级 商 务 英 语 写 作CONTENTLESSON 1PREAMBLETHE QUALITIES OF A WRITTEN TEXTWordy text vs. concise textThe content of lettersThe layout of a letterOptional partsLESSON 2SALUTATIONSBasic letter organizationJOINING CLAUSESLESSON 3PUNCTUATIONTHE PRESENT TENSESTHE PAST TENSESLESSON 4MEMOS, E-MAILS AND FAXESThe format of the memoThe parts of the memoThe qualities of the memoThe memo's contentThe-maiPs style and contentThe fax coverThe content of the fax coverLESSON 5FUTURE TENSEIF SENTENCESREPORTSDescribing vs. reportingStrategyTypes of reportsINFORMATIVE REPORTSSituational and event reportsLESSON 6ANALYTICAL REPORTSIntroduction to the reportConclusion of the reportBasic strategiesProposals and recommendationsIdentifying the relevant informationRecommendationsLESSON 7SAMPLE ANALYTICAL REPORTOTHER VERB FORMSLESSON 8SPECIAL VERBSCOMPARING QUALITIESCOMPARING QUANTITIESCOMPARING WAYS OF DOING THINGSLESSON 9ORGANIZING A SITUATIONAL REPORTORGANIZING AN ANALYTICAL REPORTCREATING YOUR OWN EXERCISES课前准备教材PREPARE FOR LESSON ONEExercise: Concise WritingThe text in the left column is a little wordy and should be edited to make it more concise. Edit thetext in the left column, (different answers are possible).We have received your application and we have passed iton to our HR department people who will look at it andcontact you after they have made a decision.We think that collaborating with you will be fruitful andtherefore look forward to getting started.We have been operating in this field for many years andour experience has allowed us to come up with thisproduct.We are going lo send your proposal to our R&Ddepartment. They will go through it carefully and willdecide what is or is not good about it.You wrote to us to inquire about the shipping costs forthe goods and we are writing to you to let you know whatthey are.We have received the catalogue that you sent us andwe thank you for it. Nevertheless, we wouldappreciate it if you could give us some moreinformation about items 5 and 6.Recently, when I was at the Science and Technologyshow, we met at your stand. Do you remember that?I would like to discuss the matter with you in person. Yousaid that we can we meet and discuss it. I hope that wecan do so as soon as possible. Please let me know howsoon we can meet.I tried and tried but I was not able to open the attachmentthat you sent us with your last email. I don't know whatthe problem might be. Do you think you can try to send itagain?There are questions that we would like to ask to youabout the products that you manufacture and advertise.Exercise: the content of lettersThe left column contains a description of situations that require letters to be written. For eachsituation, decide what your letter should include and delete the unnecessary content.You have received an inquiry about your products andprices from someone in Germany. Your price list is inDollars but your company has a branch in Germanythat can supply the potential customer with prices inEuros. You write to this person to suggest contactingyour German branch.Self-introductionPleasantriesInformationInquiryRequestPersuasionA business associate of yours has written to you toinquire about a delay in the delivery of an order.You have checked with the shipping department andfound that the order left on time but the truck. wasdetained at the border for a few days dueextraordinarily heavy traffic.Self-introductionPleasantriesInformationInquiryRequestPersuasionYou have received a catalogue you had requestedfrom a computer hardware company. You find that thecatalogue lists only hard disk drives. You would likethe complete catalogue.Self-introductionPleasantriesInformationInquiryRequestPersuasionYou will soon be visiting a business counterpart in adifferent city. You need to inform your counterpartabout your date of arrival and the length of your stay.You would also like a suggestion about a good hotelto stay and finally wish to invite this person for lunchat the first opportunity.Self-introductionPleasantriesInformationInquiryRequestPersuasionYou have lost the signed copy of a contract with acustomer. You are sending a new copy asking thecustomer to please sign it and return it to you.Self-introductionPleasantriesInformationInquiryRequestPersuasionYou are expecting payment for a bill from a customer.The bill is one week, overdue. You write to thecustomer to ask for payment.Self-introductionPleasantriesInformationInquiryRequestPersuasionYou work for a real estate company. A tenant of yoursis three months behind in the payments of her rent.You have already requested payment many times andare now considering evicting the tenant from theapartment.Self-introductionPleasantriesInformationInquiryRequestPersuasionYou need a certificate from the University in whichyou studied five years ago. You would like to knowwhether a copy of the certificate can be obtained andask them to mail it to you.Self-introductionPleasantriesInformationInquiryRequestPersuasionYou are marketing a product by mail and offer a twofor one deal to the first one thousand customers.Self-introductionPleasantriesInformationInquiryRequestPersuasionA subordinate of yours always arrives late at work.You have spoken to him many times but the situationhas not changed. You write to threaten to fire him ifthis continues.Self-introductionPleasantriesInformationInquiryRequestPersuasionPREPARE FOR LESSON TWOLink Words and PhrasesLink words can be used to either add to or contradict (say the opposite of) what was said before.Some should normally not be used at the beginning of a sentence but only to link simple sentences acomplex sentence. Some can link simple sentences only if preceded by a conjunction, while others canbe used for both simple and complex sentences, as indicated below.Link words used to add to what was said before.Link words used to contradict what was said before.and...because...or...also...in addition Ito that]...on lop of that...furthermore...consequently...in that case...fortunately...to put it simply...in simple words...in other words...since...as...after all...therefore..beforeafterthen...but...alternatively...unfortunately...in contrast to this...on the other hand...while...whereas...[aljthough...even if...in spile of...or else...otherwise...yet...nevertheless...however...Note that since, as, while, whereas, [al]though, even if, in spite of and or else, when used to link simplesentences, can appear both at the beginning or in the middle of the sentence.Exercise: Text ReconstructionReconstruct the text in each of the clauses in the left column and join clausesinto longer sentences when appropriate. Finally, compare what you wrote withthe hidden text (what you write may differ slightly from the hidden text and stillbe right).January 9, 2000Dear Sir or Madam,we importers industrial technologieswe currently look for welding machinesbe large market in our country for welding machinesGerman Embassy Beijing, inform usyou manufacture export such equipmentwe be in business five years nowwe promote productswe import (them)we promote (them) at all important trade fair Chinaour name well knownour name recognizedcurrently be great demand high quality welding machines China,we ask send copy illustrated cataloguewe ask send priceswe ask send any other information may be usefullook forward get acquainted your productsSincerely yoursJiang BingPurchasing Department&哪 标 ' Dividing 痴 然 愕 际The letter in the left column below was written in one long paragraph. Divide theparagraphs as you think appropriate and check your answer against the hidden text.November 9, 1995Dear Mr. North,Thank you very much for your enquiry. We are pleased to inform you that we dooffer the courses your company is considering in order to advance the BusinessEnglish skills of your employees. The updated schedules for the months of March,April and May are enclosed for your consideration. Based on what you have told us,we believe that the Basic Business Writing and Speaking course may best suited forthe kind of students your employees appear to be. On the other hand, we cannot besure until we have done an evaluation of the students, level. For this purpose, weoffer our clients a free evaluation kit. The evaluation kit can be mailed to you in asmany copies as the number of people you want to test. All the necessary instructionsare clearly indicated in the kit and the length of the test is about one hour. That way,you have the freedom to administer the test at any time it is convenient to you. If youprefer, we can send one of our instructors to your company to administer the test at aminimal cost. If you would like to receive the kit, or arrange for one of our instructorsto come to your premises and test your employees, please do not hesitate to contactus. We look forward to hearing from you.XXXPREPARE FOR LESSON THREE- FuiKtuuUunThe column on the left contains excerpt from two texts from which the punctuation has beenremoved. Working in the left column, edit the letter by adding punctuation and capital letters afterperiods.TEXT 1Are you worried about operating costs here is a solution according to asurvey published in a Singapore newspaper the world's largestfinancial services companies are planning to move an estimated $356billion of their operations and 2 million jobs abroad over the next fiveyears about half of the institutions that participated in the surveyintend to relocate to India cities like Chennai and Hyderabadimportant low cost information technology centres are proving to bepopular overseas locations Ireland and South Africa are alsoconsidered attractive while many are looking at China Malaysia andAustralia Mr. Anderson a top executive at Deloitte Consulting wasquoted as saying that the planned relocation was a once-in-a-lifetimeopportunity for the institutions to cut a large chunk, off their cost baseAnderson added ifs very rare in business to get a chance to cut15percent off your cost baseTEXT 2After inspecting the premises we came up with the followingrecommendations avoid depositing containers with chemicals in thevicinity of plastics rubber wood or any flammable materials insure thatall fire extinguishers are inspected tested and approved for use keepemergency exits clear of material that may block the doorsaboutReconstruct the text in the different clauses below and join the clauses intosentences when appropriate. When you have reconstructed the whole text. Bear inmind that the text can be reconstructed in slightly different ways.Dear Mr. Morrison,• you may be pleased know (something)• we currently expand after-sale services• not only we hire more staff• also we set up efficient on line assistance centre for customerscontact us• customers (may contact us) by e-mail for prompt solution ofproblems.• Also try assess our performance over last three year• (because we want to) measure our progress• (because we want to) identify some area• area may need attention• (because we want to) strengthen bond between customers andourselves• for this purpose we send out enclosed questionnaire• we ask kindly fill questionaire• can do (that) in about fifteen minute• after results tabulated and compiled, plan send report to allparticipants• please return completed questionnaire by november 6• self-addressed stamped envelope included for convenience• thank very much for help.• best regardsXYZPREPARE FOR LESSON FOUR收 P^t)Working in the left column, reconstruct the clauses and join them, when appropriate,into longer sentences.Dear Sir/Madam,• your technician Ms. Julie Porter successfully assist me withfrustrating situation• wish thank both her and company for help I receive• I purchase one of your fax machines• purchase Model 600Q• have a lot of difficulties installing machine• Ms. Porter call find out how things proceed• Ms. Porter spend more than one hour with me on phone• that be beyond normal working hour• Eventually (something) turn out• problem not due to machine• problem due to modifications we make on our telephone line• frankly never come across service of this quality before• want to assure you(:)• from now on recommend Technocomm machines all businessassociates• sincerely,XYZExercise: Practice Letter WritingYou are Z. H. P., the purchasing manager of your company and here is what happens to you:1. On April 1 st you place an order for a laptop computer that you have been wanting for a longtime. Your order number is PX 38-300.2. You pay by credit card over the phone.3. The laptop is to be shipped by courier and you should receive it the next day.4. You wait two days but your order does not arrive.5. You call the toll free number and ask to be connected to the Customer Services Department.6. The line is often busy.7. Sometimes you get through but you are connected to a recorder that tells you to press this andthat button.8. You are already impatient when you start hearing music. Itrs Beethoven's Moonlight Sonata.9. You hate Beethoven's Moonlight Sonata.10. Even more annoying, the music is interrupted every thirty seconds or so by the samemonotonous voice that repeats: "Thank you for waiting. We will be with you shortly."11. After a long wait you give up.12. You try again many times.13. At least one time you listen to the Moonlight Sonata for almost half an hour.14. Finally, you decide to try to communicate in writing.Your task, now, is to write a letter, which you will send via e-mail, to find out what happened toyour order. Also, you want to let them know how annoyed you are that you could not communicate bytelephone.Your letter will contain Information and Inquiry. You can start by saying that you arewriting to inquire about your order. After giving the relevant information about that,you can add information about your telephone experience and tell them how you feel.Remember, your letter should be concise!You need net mention all of the events listed above: choose the ones that are relevant.For your convenience, the events are listed again in the left column. Edit the left columnand delete information that is not relevant and you will not put in the letter. The rest, willconstitute your notes.1. On April 1 st you place an order for a laptop computer thatyou have been wanting for a long time. Your ordernumber is PX 38-300.2. You pay by credit card over the phone.3. The laptop is to be shipped by courier and you shouldreceive it the next day.4. You wait two days but your order does not arrive.5. You call the toll free number and ask to be connected tothe Customer Services Department.6. The line is often busy.7. Sometimes you get through but you are connected to arecorder that tells you to press this and that button.8. You are already impatient when you start hearing a music.It's Beethoven's Moonlight Sonata.9. You hate Beethoven's Moonlight Sonata.10. Even more annoying, the music is interrupted every thirtyseconds or so by the same monotonous voice that repeats:"Thank you for waiting. We will be with you shortly."11. After a long wait you give up.12. You try again many times.13. At least one time you listen to the Moonlight Sonata foralmost half an hour.14. Finally, you decide to try to communicate in writing.Exercise: Write a Memo and an E-mailIn your previous exercise, you wrote a letter to inquire about a delayed order and complainabout the telephone service of the company. Here is the letter:Dear Sir/Madam,I am writing to find out about my order #PX 38-300, which I have been expecting for the last two days.I placed the order on April 1.I have tried to contact your Customer Services Department over the phone and, when the line is notbusy, a recorder answers and tells me to press this and that key until I start hearing a music. Then,every thirty seconds, a voice thanks me for waiting. Every time I call I keep waiting. I have waited upto half an hour.Frankly, this is very frustrating.In any event, I was promised next day delivery but I am still waiting. Please inform me as soon aspossible on the status of my order.Thanks.Z. H. P.Now, imagine that you are the person who receives the e-mail. This is not the first time peoplehave complained with you about the telephone service. You know that this is not good for thecompany's business and think that you should notify Mr. Martin Davidson, the assistant generalmanager, with whom you are in first-name terms.The left column gives you the details of what you need to write. Type your memo in theright column below. When you are finished, continue to the e-mail writing task below.You want to let Mr. Davidson know about:MEMO1. frequent complaintsTo:2. difficult to get throughFrom:3. people stuck listening to musicDate:4. often give upSubject:5. something should be doneCC:Now, Mr. Davidson answers you suggesting that you write to Martha Miller, whom you havenever met, who is responsible for the telephone answering system. You send her an e-mail.Your under the circumstances, should be as formal as a letter.Again, the left column reminds you what you should mention. You write your e-mail in theright column.You want to let Ms Miller know...1. you are the shipping department supervisor.2. frequent complaints about telephone answeringsystem.3. line often busy.4. usually hear recorder directing caller to your office5. callers get stuck listening to music6. often have to give up7. your commentDearPREPARE FOR LESSON FIVEExercise: Filling a Fax CoverYou are Peter Jackson. You have received a one page letter from a customer, Logo RhythmInc. and you are puzzled by it. You are particularly unsure about the content of the third paragraph thatcontains facts that you were not aware of.Your colleague, Bob Morrison, at one of your company's branches (fax 1234567 - tel.7654321), may be in a position to clarify things to you. On September 5, 2001 you fax the letter to Bobwith a request for clarification if the letter makes sense to him. This matter is urgent and requirescomments.Fill the fax cover in the column.Fax CoverTo:From:Fax:Phone:Pages:Date:Re:CC:Urgent Review Comment Reply RecycleComments:Visual Tense ChartIdousually, sometimes etc.©I am doingnowf or at a time aroundnowv<-------------- >I didat a point in time that isnow finishedAXI was doingduring a period of timethat is now finishedI have doneat an indefinite timebetween the remote pastand now一I have been doingfor a period of time untilnowI had donebefore another event inthe pastI had been doingfor a period of time beforeanother event in the past1 will (am going to) doin the future/ — 、I will (am going to) he doingat a particular pointduring a period of time inthe futureI will (am going to) havedoneafter I complete somethingthat I will do in the futureI will (am going to) havebeen doing.for a period of time until Ifinish it以 密 谈 一 UN麻 噫Ftatwt Simple 艇黑批Editing in the left column, link the two future simple sentences using the words in parenthesesinstead of the conjunction.We will gel the questionnaires back, and we willhave a lot of work to do. (After...)Mr. Jackson is going to return from his trip, and Iam going to give him the good news. (When...)We will lower the price, and the competition willdo the same. (If...)He will proofread the report, and he will send it tothe printer. (Before...)They are going to complete the survey, and theyare going to let us know the results. (After...)The technology will improve, and we will keep upwith it. (As...)We will hear from him, and it will not be goodnews. (When...)We will not invest, and we will lose a goodopportunity. (If...)We will make a thorough investigation, and wewill invest. (Before...)Our profits are going to increase, and we aregoing to expand. (As...)Btvcfe© - R微© ®sttwdi飕 IF 舱The sentences in the left column need to be in the right IF form. Edit the left column toreconstruct IF sentences.If I be you, I think about it for a while first.If we think of this last year, we not have this kind ofproblem now.I am sure the tax is not so high. If it be that high wenot consider exporting.If the tests be positive, the product be ready forrelease next month.The tests were negative. If the tests be positive,product be released last month.If we not have e-mail, our telephone costs be muchhigher.If I make that much money, I drive bigger car than Ihave.If enough people register, we hold the seminar intwo weeks.Not enough people registered. If enough peopleregister, we hold the seminar tomorrow.If enough people registered, we hold seminar lastweek.PREPARE FOR LESSON SIXExercise: Situational ReportYou are in charge of the renovation of your company headquarters and have been asked toreport on the status of the works. Your data are listed in the left column but they are totallydisorganized and need to be listed under the different bolded headings (titles).By editing the left column, first organize the data (it does not matter, for now, whatorder you put the headings in).Re-carpeted and re-painted whole area.Time to completion and delays:Originally estimated labor costs: 10,000Work completed:Estimated time of completion at present: April 15Delay in delivery of carpetsCosts and savings:Replaced windows and doors in sections 1 and 2.Install new monitors in whole area.Re-furnished section 1and 2 except for new computer monitors.Replace doors and windows in section 3Work to be completed:Originally estimated material costs: $ 50,000Actual cost of materials: $ 46,352Estimated time of completion at start: April 12Costs saved: a few hundred dollars on price of computermonitorsLabor costs so far: 7,000Re-furnish section 3Now, editing the left column, list the headings in the order you think they should beintroduced in your report and check your answer. Remember: from the general to the detailsand from the least important to the most.Work completed:Time to completion and delays:Costs and savings:Work to be completed:Finally, starting with a short introduction, write the report in the right column based onthe suggested order at left. Of course, there are different ways of doing this.Introduction:Costs and savings:Originally estimated material costs: $ 50,000.Actual cost of materials: $ 46,352.Costs saved: a few hundred dollars on price ofcomputer monitors.Originally estimated labor costs: 10,000.Labor costs so far: 7,000.Time to completion and delays:Estimated time of completion at start: April 12.Estimated time of completion at present: April 15.Delay in delivery of carpets.Work completed:Re-carpeted and re-painted whole area.Replaced windows and doors in sections 1 and 2.Re-furnished section 1 and 2 except for new computermonitors.Work to be completed:Replace doors and windows in section 3.Re-furnish section 3.Install new monitors in whole area.Exercise: Report ReconstructionEdit the text in the left column and reconstruct the report.REPORT ON UTILITY COSTS AT THE SCHOOL OFINTERNATIONAL STUDIES• past six months utility costs of school increase by17 percent when compare with previous year• report study causes of increase• report make recommendation• recommendation solve problem• Causes of the increases• find three causes relating to increase:1. Old fixtures2. People's wasteful habits3. Inefficient management■ find some fixture very old■ find some fixtures cause consumptionlarge amounts energy■ find some fixtures defective■ find some fixtures cause leakage andwaste■ also found large number of staff memberand student lack awareness of importanceof save energy■ furthermore during past year school canreduce utility expense by rearrange someschedule such as schedule for theelevators■ Measures to reduce the costs■ school need take some measure to controlexpense1. entrust one individual with task ofsupervising save water electricity gas2. purchase water-saving faucet and changeold for new ones3. install a power-controlling system todisconnect electricity after people leavebuilding4. start campaign publicize need save energy5. change schedule of some facility in orderto improve efficiency■ Estimates for implementing theproposal■ most expenses derive from replace oldfixtures■ expense calculated to amount to roughlyRMB50,000Statistical Vocabulary (you may want to print this document)VERBS toshowINCREASEADVERBSADJECTIVE+ NOUNincreasego up (went up)rise (rose) grow (grew)...there is (was)...we observe(d)...Howmuch?increaserise (rose)grow(grew)go up (wentup)climbslightlymoderatelysignificantlysharplydramaticallydrasticallya slighta moderatea significanta sharpa dramatica drasticincreasegrowthclimb876543210■□ 0■ slight□ moderat e□ significant■ Sharp□ dramatic■ drasticnrn■ Cincreaserise (rose)grow(grew)go up (wentup)climbHow fast?slowlyquicklya slowa quickincreasegrowthclimbincreaserise (rose)grow(grew)go up (wentup)climbgraduallyconstantlysteadilya graduala constanta steadyincreasegrowthclimbVerbs that do not need adverbsjump [up]surgesoarshoot up (shot up)a jumpa surge (a slight surge isalso possible)fluctuate upwardan upward fluctuationpeakreach a peak1990 1991 1992 1993 1994 1995 1996 1997 1998 1999 2000 2001VERBS toshowDECREASEADVERBSADJECTIVE4-NOUNdecreasego down (went up)is (was) reducedthere is (was)...we observe...How much?decreasego down(wentdown)dropis (was)reducedslightlymoderatelysignificantlysharplydramaticallydrasticallya slighta moderatea significanta sharpa dramatica drasticdecreasedeclinedrop80 I -I I ------------------------------1 Dsigificantslumpdownslightlymoderatelysignificantlyseverelya slighta moderatea significanta severeslump543210a b c d e f g hdip downslightlya slightdip321/* * * *VL —— Ia b c d e f g hHow fast?decreasego down(wentdown)is (was)reducedslowlyquicklya slowa quickdecreasedeclinereduction54321O-59-■□- o■B1995■ 1996Tdecreasego down(wentdown)is (was)graduallyconstantlysteadilya graduala constanta steadydecreasedeclinereduction0.60.50.40302□ 1991□ 1992- 0 1 9 9 3- 01994■ 1995□ 1996■reduced■-IVerbs that do not need adverbsfall (fell)dropa fall90fluctuatedownwarda downward fluctuationsink (sank)bottom downOther useful words:remain the sameremain stableremain constantreach a plateaustabilise200119972000PREPARE FOR LESSON SEVEN班 旗dm- Tl腌物海廊腌9»A Z SM埒UW CUNExercise 1: Change the sentences in the left column into the passive form. Write your answer inright column.Someone will make a decision soon.Someone will ship your order immediately.Someone prepared, revised and printed the report.Nobody considered the proposal.Someone scanned all the computers for viruses.Nobody turned off the lights last night.I hope nothing delayed his flight.When they completed the presentations, the questions startedcoming in.Someone should have read the contract carefully.Someone needs lo repair the photocopy machine.Exercise 2: In the middle column, rewrite the statements on the left using thesubjunctive.We wanted the discount to be 5%. We insisted.We insisted that...Companies must not dump their products into the market.The law requires that.The law requires that...We wanted him to pay immediately. We demanded that.We demanded that...The president wants everyone to come to the meeting. HeThe president requests that...requests that.We should not invest in this project. 1 suggested that.I suggested that...He should discuss it with his associates. Have you proposedthat?Have you proposed that...The photo should not be more than a year old. The passportoffice requires that.The passport office requires that...We should not loose our patience. The situation demandsthat.The situation demands that...She need not do that. I would not insist.I would not insist that...She did not do that but, if I had known it I would have toldher. I would have insisted.If I had known it, I would have insistedthat...Exercise: Report Test ReconstructionIn response to a memo asking you to investigate coffee break habits in your company anddetermine whether it would be a good idea to install coffee machines. Your report below, again in theform of a memo, needs to be reconstructed in its text...MemoFrom: Personnel Manager Division ASubject: Proposed Installation of Coffee MachinesTo: Managing DirectorDate: May 16, 2002• following your memorandum April 27small study of staff view in selecteddepartment carried out• my personnel officer informally askrepresentatives from office workernumber of question• he ask whether:1. drink coffee during their break2. make coffee themselves or bring it withthem from home3. be in favour of shorter coffee break4. use automatic coffee machine ifavailable• can summarize the results asfollows1. 65% say enjoy good cup of coffee2. only 5% bring own coffee from home3. 25% in favour of shorter coffee breakand finish earlier4. 15% say they use the automatic coffeemachine5. most added “if coffee cheap”• April 30 during a routinemeeting with chief unionrepresentative I mention (this:)• in some department coffeebreak last a lot longer thanactually allowed• representative^ answer not veryhelpful• she say union always insistcoffee break be left as is• be point beyond which nonegotiation possible without allunion members in companyasked for opinion.• in conclusion seem importantdraw board's attention topossible difficulties• rapid installation of coffeemachines could bringdifficulties• recommend questioninvestigated further before takeactionPREPARE FOR LESSON EIGHTMay M *Edit the left column by supplying the appropriate form of can, may and must as indicated.They went to the best restaurant in town but they(may not) go in because they were not wearing atie.If we (must) go to court, the costs would havebeen very high.If we don't hurry, we not (cannot) get to theairport on time.Next year we (must) raise the price.I hope that when we get there we (may) speakdirectly to the president.Until now, I (never must) complain aboutanything.The volume was too low; I (can) not understandanything he was saying.At the next meeting we (must) bring up thissubject.I haven't lost hope. They (may) change theirmind; there is a slight chance.I If f p pl la an n A A d do oe es s n no ot t w wo or rk k, , w we e ( (c ca an n) ) t tr ry y p pl la an n B B. .If we had explained our situation, we (may) topostpone the payment.If we had not hurried, we (cannot) get to theairporl on time.In the worst of the cases we (can) consult alawyer.If we had not found the problem, we (must) call anexpert.Sample standard sentences.The phrases are colour coded in red for friendly or polite, blue for neutral and green for cold ornot so friendly.SELF -INTRODUCTION• I am...• We are a company...• I recently visited your stand at the.....fair and...PLEASANTRIES• We are/I am happy/pleased (to hear) that...• We are/I am (terribly) sorry (to hear) that...• We/I regret (to hear) that...• Please, accept our (sincere) apologies for...• We/I wish to congratulate you for...!• Congratulations for...!• Thank you for...• Sorry for...• We/I apologize for...INFORMATION• We are/I am happy to inform/tell you that...• We are/I am sorry to inform/tell you that...• This is to inform/tell you that...• We/I regret to inform/have to tell you that...• Please be informed/aware that...INQUIRY• Would you kindly inform us/let us know about/whether...• Kindly inform us/let us know about/whether...• We are writing to inquire about/whether...• We would like to find out about/whether...• This is to inquire about/whether...REQUEST• Would/will you please [do this for us]?• Would/will you mind [doing this for us]?• Would/will you kindly [do this for us]?• Please [do this for us].PERSUASION• If you [do as we say] we will [do something good for you].• If you [do not do as we say) we will [do somethingunpleasant] to you.• Please be informed/aware that if you (do not do as wesayj we will [do something unpleasant] to you.CLOSING WISHES• We hope you will find [something] satisfactory.• We hope you will be satisfied with...• We hope to hear from you soon.• We look forward to hearing from you.• We expect you will find [something] satisfactory.• We look forward to hearing from you at your earliestconvenience. (this means answer quickly!)CONFIRMATION• We/I (wish to) confirm...• This is to confirm...• Following our meeting/discussion/agreement, we/I (wish to)confirm...EXERCISE: Turn letters into memosDear Paul,MEMOThank you for your inquiry.From:To:I am sending you the basic details about the newSubject:pension plan designed for different age groups. Theplan provides participants with a convenient andproven method to save money for their retirement.Here are some of the advantages:1. The money the employee deposits into theaccount is exempt from income tax.Date:2. As required by the government, the companywill match any deposits with an equalamount of money.3. The money deposited will be readilyavailable when the employees retire.Please note that employees need to decide how muchthey want to save each month and fill in the formsprovided at the HR department. Once the form isfilled and signed, the pension plan starts.Should you have any further questions, please do nothesitate to ask.Best Regards,Dear Mr. Stockton,This is in response to your recent inquiry about whatwe can do in order to reduce mail room costs.Frankly, there is not much we can do of any effectaside from reducing personnel. Nevertheless, for onething, I am cuirently trying to locate duplicate namesand addresses inadvertently included in our mailinglist. This problem is particularly difficult to deal withwhen we merge different mailing lists. Another thing Iam doing relates to envelope size. Departments thatuse envelopes larger than the standard ones are costingus a lot of money. Therefore I am making a request toall departments to limit envelope size.Other than that, I am open to suggestions.Best regards,Best regards,MEMOFrom:To:Subject:Date:EXERCISE: Turn memo into letterFrom: PeterTo: PaulSubject: Display shelvesDate: Jan. 5th, 2003Please find us some suitable shelves and give us your best price as soon as possible,preferably before Friday this week. We are going to have an important meeting with ourcustomers and we will quote those prices. There is a lot to gain if you can give us good prices.PREPARE FOR LESSON NINEExercise: Analytical ReportYou are an executive in a pharmaceutical company that is considering marketing a new drug,Tumolin, for the cure of certain types of tumors. The drug has been tested on two types of patients in anumber of hospitals over a period of 5 years.The results of the tests, showing the percentage of patients who survived, are summarized in thetable below:Years ofsurvivalAlimentary Tracttumors (ATT)Lymphosarcoma (LS)WithTumolintreatmentWithoutTumolintreatmentWithTumolintreatmentWithoutTumolintreatment174%(+42)32%52%(+11)41%255%(+31)24%21% (-10)31%348%(+27)21%13% (-13)26%446%(+26)20%7% (-19)26%546%(+26)20%0% (-26)26%Survival rate in cases of Alimentary Tract Tumors504030a>62usad201001 2 3 4 5Years from diagnosis—Patients treated withTumolin- • — Untreated patients605040302010086SU8。

」8dSurvival rate in cases of Lymphosarcoma— — Patients treated withTumolinPatients withouttreatment1 2 3 4 5Years from diagnosisWhat general information can you extract from the two graphs?List your observations as notes in the left column.I .Tumolin good for ATT but very bad for LS.ATT:2. Survival increase already more than double infirst year.ATT:3. The trend continues into the fifth year.LS:4. Promising increase in survival after one year.LS:5. Drop after two years.LS:6. Continuous decrease after that.LS:7. Survival rate after 5 years = 0.Based on those notes, write the introduction to your report in the middle column.I. Tumolin good for ATT but very bad for LS.ATT:2. Survival increase already more than doublein first year.3. The trend continues into the fifth year.LS:5. Promising increase in survival after oneyear.6. Drop after two years.7. Continuous decrease after that.8. Survival rate after 5 years = 0.Now, we have to deal with the details. The details will support the general informationalready given, so all we need to do is identify the details based on what we said. In the leftcolumn, below, each point in our introduction has been repeated. What details corroboratewhat we already said? Write your answers in the right column.The Tumolin treatment proved quite effective inhelping patients with alimentary tract tumors......but worse than ineffective in cases oflymphosarcoma.For what concerns alimentary tract tumors, alreadyafter one year, we saw a sharp increase, amountingto more than double, in the survival rate of patientstreated with Tumolin.Though slightly decreasing, this trend continued intothe fifth year.When applied to lymphosarcoma, the treatment gavepromising results after one year......but already two years after diagnosis the survivalrate decreased dramatically.This decrease continued to reach a zero survival rateafter five years.Finally, you will translate your detail notes into a report format. Based on the content of theleft column, add the details to your report.ATT survival rate, after 5 years, up from 20 to 46%.LS survival rate after 5 years down to zero from 26%.ATT after one year to 74 from 32%.Overall, ATT from 74 to 55 to 48 to 46%.LS after one year from 41 to 52%.LS from 31 to 21% after two years.From 21 to 13 to 7 to 0% as compared with 26% incases without treatment.We can now put it all together, add a little conclusion and here is our final product:The Tumolin treatment proved quite effective in helping patients with alimentary tract tumors butworse than ineffective in cases of lymphosarcoma.For what concerns alimentary tract tumors, already after one year, we saw a sharp increase, amountingto more than double, in the survival rate of patients treated with Tumolin. Though slightly decreasing,this trend continued into the fifth year.When applied to lymphosarcoma, the treatment gave promising results after one year but already twoyears after diagnosis the survival rate decreased dramatically. This decrease continued to reach a zerosurvival rate after five years.When Tumolin was used in the treatment of patients with alimentary tract tumors, the survival rateafter five years increased from 20% to 46%. That is well above double but, when it came tolymphosarcoma, the effect was disastrous as it brought the survival rate to zero from 26%.Already after one year the survival rate of ATT patients with treatment improved from 32 to 74%. Thistrend continued over the years with an initial drop to 55% and a continued decrease to 48 and then46%.As already mentioned, lymphosarcoma patients did not do as well in spite of a promising improvementfrom 41 to 52% in the survival rate after the first year. Following that improvement, already after twoyears the trend reversed with a decrease in the survival rate from 31 to 21%. In the following years, thesurvival rate decreased to 13 and 7% to eventually reach 0% as compared with 26% in patients whohad not received the treatment.In conclusion, whereas Tumolin should obviously not be used in the care of patients affected bylymphosarcoma, its effects on alimentary tract tumors have shown to be very positive.ADDITIONAL EXERCISESA F T E R C L A S S (l-6 )（ 此项练习为学习初级商务英语口语完毕后，留给学员课下自行练习巩固的部分。

请按部就班地认真完成 ）Exercise: Letter Text Reconstruction 1The left column contains strings of words. The words come from a letter that hasbeen broken down to just words. If you read it all you will get a good idea of what theletter was about. Your task is to reconstruct the letter by editing directly in the leftcolumn.Dear Mr. Brown,1. because of rising costs we be forced raise advertisingrates for next year2. we conduct survey among many our advertisers (forthis reason:)3. explain that if not do this we have to change quality ofpaper of magazine.4. much to our surprise over 80% respondents said (this:)5. prefer moderate increase in price to decrease in paperquality6. general consensus be (this:)7. magazine devoted to arts be dependent on qualityreproduction8. we keep increase to low average 8.7% starting January9. we give current clients (this) opportunity:10. reserve space at old rates11. if receive contract from you prior to December 1current rates apply for entire new year12. to take advantage of opportunity (do this:)13. please call your regional representative14. reserve your high-quality high-interest advertisingspaceSincelery,XXXExercise: Letter Text Reconstruction 2The left column contains strings of words. The words come from a letter that has beenbroken down to just words. If you read it all you will get a good idea of what the letter was about.Your task is to reconstruct the letter by editing directly in the left column.Dear Ms Lancaster,1. I sorry learn (this:)2. chair you order arrive in pieces3. yesterday we can trace shipment4. even freight company agree5. chair be damaged during shipment6. we send another chair7. chair scheduled to arrive next Tuesday8. you can send broken chair back to us with driver9. driver deliver new one10. kindly pack pieces in original carton11. kindly use enclosed shipping form12. we apologize for any inconvenience13. I sure (of this:)14. you enjoy new chair for long time to come.Best regards.XXXExercise: Letter Text Reconstruction 3The left column contains strings of words. The words come from a letter that has beenbroken down to just words. If you read it all you will get a good idea of what the letter was about.Your task is to reconstruct the letter by editing directly in the left column.Dear Mr. Jones,1. we review sample portfolio2. you sent us sample portfolio3. we like what we see4. therefore we like invite you meet marketingdepartment executives5. we would like to discuss ideas new promotions6. this be a preliminary meeting7. not be paid consultation8. (maybe) you like us and we like you9. (maybe) be good chances we collaborate on a majorExercise: Letter Text Reconstruction 4project10. we will soon start working on major project11. hope you can make yourself available sometime nextweek12. hope you can make yourself available preferablyTuesday or Thursday.13. please inform us about availability14. so can set firm time and dateRegards,XXXThe left column contains strings of words. The words come from a letter that has beenbroken down to just words. If you read it all you will get a good idea of what the letter was about.Your task is to reconstruct the letter by editing directly in the left column.Dear Prof. Littinen,1.2.3.4.5.6.I want thank you again for (this:)you come speak to our organization last weekyour lecture and slides be interesting and informativethe workshop be excellent(something) was brought to my attention:one of members start argument on second day ofworkshop7.8.9.10.11.12.13.14.15.16.17.18.those present be quite embarrassed by his behaviorI want apologize personallyI want apologize on behalf of our presidentI want apologize on behalf of the rest of your audienceplease accept our sincere regretsI hope (this:)you remember our group by attentionand enjoymenteveryone else displayed attention and enjoymentyou be generous lectureryou be inspiring lecturerthanks again for sharing your talents and knowledgewith usRespectfully,Exercise: Letter Text Reconstruction 5The left column contains strings of words. The words come from a letter that has beenbroken down to just words. If you read it all you will get a good idea of what the letter was about.Your task is to reconstruct the letter by editing directly in the left column.Dear Susan,1. you know (this:),2. our contract with your company stipulate (this:)3. we provide assistance with all our computers over athree-year period4. I hope you feel (this:)5. our service so far be prompt and professional in everyrespect6. our service personnel have reported (this:)7. lately they be asked (this) by some of your supervisors:8. service equipment other than our own9. In some case our technicians do the work10. I ask them to politely decline these request in future11. this because they already overloaded with work12. this because those who produce competing computersare in better position to provide support for theirproducts13. probably you not aware of this14. I bring matter to your attention only because I believeyou agree:15. this not satisfactory arrangement for either of usThank you,XXXExercise: Letter Text Reconstruction 6The left column contains strings of words. The words come from a letter that has beenbroken down to just words. If you read it all you will get a good idea of what the letter was aboutYour task is to reconstruct the letter by editing directly in the left column.Dear Mr. O'SuHivan,1.unfortunately, we still have receive payment forequipment2.3.4.5.6.7.8.9.10.11.12.you purchas equipmkent from us November 5our invoice invoice number be 46237amount be 3,463.58.your account three months past duewe now forced add late charge of $35.64(this) in accordance with our credit policynew balance be $3499.22please be suresettle your account with us as soon as receive this(maybe) you have difficulty pay full amount now(maybe) you can call me immediately to discusspayment scheduleYours truly,XXXANSWER:Compare your answer, bearing in mind that different answers are possible.Answer to Letter Text Reconstruction 1Dear Mr. Brown,Because of rising costs, we are forced to raise our advertising rates for next year. We have conducted asurvey among many of our advertisers to explain that if we did not do this, we would have to changethe quality of the paper of our magazine.Much to our surprise, over 80% of the respondents said they would prefer a moderate increase in priceto a decrease in paper quality. The general consensus was that a magazine devoted to the arts isdependent on quality reproduction.We are keeping the increase to a low average of 8.7% starting in January, but we are giving our currentclients an opportunity to reserve space al the old rates. Therefore, if we receive a contract from youprior to December 1, the current rates will apply for the entire new year.To take advantage of this opportunity, please call your regional representative and reserve yourhigh-quality, high-interest advertising space.Sincelery,XXXAnswer to Letter Text Reconstruction 2Dear Ms Lancaster,I was sorry to learn that the chair you ordered arrived in pieces. Yesterday, we were able to trace theshipment and even the freight company agrees that the chair had been damaged during shipment.We are sending you another chair that is scheduled to arrive next Tuesday.You can send the broken chair back to us with the driver who delivers the new one, if you kindly packthe pieces in the original carton and use the enclosed shipping form.We apologize for any inconvenience, but I am sure that you will enjoy the new chair for a long time tocome.Best regards.XXXAnswer to Letter Text Reconstruction 3Dear Mr. Jones,We have reviewed the sample portfolio you sent us and like what we see. Therefore, we would like toinvite you to meet our marketing department executives and discuss ideas for new promotions.This would be a preliminary meeting, not a paid consultation. If you like us and we like you, there aregood chances that we will collaborate on a major project that we will soon start working on.We hope you can make yourself available sometime next week, preferably Tuesday or Thursday.Please inform us about your availability so that we can set a firm time and date.Regards,XXXAnswer to Letter Text Reconstruction 4Dear Prof. Littinen,I want to thank you again for coming to speak to our organization last week. Your lecture and slideswere interesting and informative, and the workshop was excellent.It was brought to my attention that one of our members started an argument on the second day of theworkshop, and those present were quite embarrassed by his behavior. I want to apologize personallyand on behalf of our president as well as the rest of our organization. Please accept our sincere regrets.I hope that you will remember our group by the attention and enjoyment that everyone else displayed.You are a generous and inspiring lecturer. Thanks again for sharing your talents and knowledge withus.Respectfully,Answer to Letter Text Reconstruction 5Dear Susan,As you know, our contract with your company stipulates that we provide assistance with all ourcomputers over a three-year period. I hope you feel that our service so far has been prompt andprofessional in every respect.Our service personnel have reported that lately they have been asked by some of your supervisors toservice equipment other than our own. In some cases, our technicians have done the work but I haveasked them to politely decline these requests in the future. This is because they are already overloadedwith work and because those who produce competing computers are in a belter position to providesupport for their products.Probably you were not aware of this, and I bring the matter to your attention only because I believe youwill agree that this is not a satisfactory arrangement for either of us.Thank you,XXXAnswer to Letter Text Reconstruction 6Dear Mr. O'SuHivan,Unfortunately, we still have not received your payment for the equipment you purchased from us onNovember 5. Our invoice invoice number is 46237 and the amount is 3,463.58.As your account is three months past due, we are now forced to add a late charge of $35.64 inaccordance with our credit policy. The new balance is $ 3499.22.Please be sure to settle your account with us as soon as you receive this. If you have difficulty payingthe full amount now, you can call me immediately to discuss a payment schedule.Yours truly,XXXXXX。