1、English&Communicationfor Colleges Review of Chapter 4 The most common internal documents are memos and emails.最常见的对内文件是备忘录和电子邮件。Memos and emails are efficient media of internal business communication.1.They can be sent to more than one receiver.2.They take less time to format and key than letters.3.
2、They are less expensive,time-consuming and complex than conference calls or meetings.Purposes of using memos(1)to provide a record 记录备案(2)to advise,direct or state policy 建议,指导或发布政策(3)to inform 告知(4)to promote goodwill.提高信誉 Parts of a memo Most memos contain a heading,a body and one or more notation
3、s.大多数备忘录由信头、正文和附注组成。Heading:TO,FROM,DATE,SUBJECT 备忘录的信头通常有四个组成部分:To,From,Date和Subject。To这一栏这一栏后跟备忘录接收者的姓名,可以只写其姓名全称,也可以在其姓名后加上头衔或其部门名称。你还可以在To后面只写某个具体职位或部门。From这一栏这一栏后跟信息发出者的名字,还可以在后面加上你的职位,部门,住所或电话分机号。在在Date一栏一栏后注明写备忘录的日期,一定要写出日月年的全称。在在Subject一栏一栏写下备忘录的主题,不要写一个完整的句子,而是写出一个短语,简明扼要地展示主题。Body:Write yo
4、ur message in the body of the memo.Memos need no salutation.It should be concise and accurate.备忘录的正文包含了信息内容,不用写称呼语,要保持备忘录的简洁精确。Opening paragraph Supporting details Closing Notations:the keyboard operators reference initials and any notations below the initials.在附注部分,在正文下写出打字人姓名缩写,然后加上其他附注。举例说明,如果一个备
5、忘录有附件,那就在打字人姓名缩写下加上“附件”二字。Sample StudyMemorandumTo:All StaffFrom:Allen Smith,Administrative OfficerDate:May 12,2012Subject:Operating Instructions for New Copying Machines A new photocopier(复印机)has been installed in the general office.All staff is welcome to use it.receivers name/job titlesenders nam
6、e/job title current date what the memo is aboutopening-topic of the memo-the issuing time-introducing the main pointsSample StudyMemorandum To ensure the copiers survival,it is important to keep the following procedures in mind.l Use the machine for no longer than 30 minutes at a time.l After use,al
7、low the machine to cool for at least 5 minutes.l Make sure the switch is turned off after use.Please speak to me if you have any questions about the machine.bodyclosing-requesting actions Two styles:traditional or simplified.Page 108 备忘录有两种格式:传统格式和简化格式。In the traditional style,the heading appears at
8、 the top of the page.在传统格式里,备忘录的信头放在纸的上部分。In the simplified style,the heading components are omitted.The simplified style is more frequent when electronic memos are written.在简化格式里,不用写信头。简化格式更多地用于电子备忘录即电子邮件中。Planning a memo or an email requires four steps:1.Identify the objective.2.Identify the main
9、idea.3.Determine the supporting information.4.Adjust the content to the receiver.Abuse occurs when memos and emails are (1)written too frequently(2)written to gain attention(3)written by a committee(4)rewritten for each level of management.备忘录尤其是电子备忘录的便利性,有时会导致滥用,可能会有以下几个方面:(1)写得太频繁,(2)为了引起关注,(3)撰写者
10、是整个委员会,(4)要写给各层人员。Meetings are an important method of information exchange in any business setting.There are board meetings,conferences,training sessions and staff meetings.会议是商务环境下信息交换的重要手段,有董事会会议,新闻发布会,培训会,员工大会等几种。In meeting communication,you may use several internal documents like notices,agendas
11、 and minutes.会议交际里常用的对内文件有:通知通知,议议程程,会议记录会议记录等。小练习 Which of the following is NOT included in the common abuses of memos?A.Written too frequently.B.Written to gain attention.C.Written to express one main idea.D.Written by a committee.Key C小练习 A memo telling employees that the new supervisor is Mary i
12、s to .A.advise B.inform C.record Key B小练习 The heading of a memo in traditional format consists of A.TO,FROM,DATE,and TOPIC lines B.TO,FROM,DATE,and SUBJECT lines C.TO,FROM,DATE,and DISTRIBUTION lines D.TO,FROM,SUBJECT,and DISTRIBUTION lines Key BHomework Write a memo according to the given situation
13、.You,John Smith,Program Director,have just learned that an American delegation is going to pay a visit on November 12.The next morning,a presentation is to be given by the senior staff in your company and a discussion will also be held between American delegates and among the staff.Write a memo to e
14、ncourage all the available staff to join and ask those interested to tell you about it before November 7.MEMORANDUMTo:All staff members From:John SmithDate:November 6,2014 Subject:Visit of American delegation Staff is informed that this visit will occur on Monday November 12,2014.The next morning th
15、ere will be a presentation to the group by senior staff and an opportunity for discussion between delegates and among us.All staff is welcomed and please inform me of your arrival before November 7.Chapter 5Writing Letters to Your Clients and CustomersCase study:Marias Reactions to Letters 最近Maria G
16、onzalez新换了工作。她完成了商务技术学位后,辞掉了超市收银员的职位,现在,Maria 在位于美国西南部的亚利桑那州Yuma的一个金融服务办公室做秘书工作。正如所预料的,Maria所在的公司使用信函作为外部交流手段。这些信函的接收者大都在美国;然而,有一些收件者却在墨西哥。Maria仅用英语录入信件。因为Maria在办公室里为许多工人们录入文件,所以她注意到了许多矛盾之处。Maria还注意到许多信件通常都含有具体的、各不相同的格式说明。由于Maria的墨西哥遗传,她对大多数发送到墨西哥的长信感觉很好。然而,有时候,她会认为她录入的某一封发给墨西哥收信人的信有点短而且写得不太好。Maria办
17、公室有些由助理们口述的信件通常很短、较生硬和不老练。另外一些人的信件通常较长且废话多,有时候长达23页。她还注意到有些人口述的信件长短不一。Maria还注意到了另一件事她所录入的信件的大多数作者是美国白人。大多数时候她会觉得这些信件太短或有点生硬。Maria不知道这是否因为她有不同的遗传。checkout clerk 收银员 checkout n.(超级市场中的)付款处;结帐;检验 secretarial pool 秘书室 external messages 外部信息 inconsistency n.不一致;不调和;矛盾 inconsistent adj.不一致的;反复无常的 vary v.改
18、变;变化;使多样化 varying adj.不同的 heritage n.遗产;继承物;传统 key vt.键入 recipient n.接受者;收信人 dictate vt.口述;命令,指示;使听写;控制,支配 executive n.行政主管;行政部门;决策者 blunt adj.迟钝的;直率的;呆板的 tactless adj.无机智的;不圆滑的;不得体的 tact n.机智;手法 tactful adj.机智的;老练的 wordy adj.冗长的;多言的;文字的;口头的 wordiness n.多嘴;冗长 redundancy n.冗余;多余信息;备份;裁员5.1 Selecting
19、Order and Formatting Your Letters 信函的顺序与格式信函的顺序与格式 商务信函是商务书面交际里最重要的形式之一,现在纸质信函使用的已经越来越少了,取而代之的是广泛使用的电子信函。商务信函既可以在公司内部作为正式文件使用,也可以在公司之间用来传达信息。商务信函既可以用来传达好消息,也可以用来传达坏消息。商务信函既可以用来说服别人购买自己的产品,也可以用来建立与客户的友好关系。本节的学习目标是:1了解信函的组成部分。2选择正确的顺序。3了解三种信函格式。4学习撰写信封。Business Letters Business letters are used to sen
20、d written messages to persons outside an organization.Letters are also used to send formal written messages to employees within an organization.Business letters are considered to be more formal than memos.商务信函用来向公司以外的人传达书面信息。信函也可以在公司内部的员工之间传达正式的书面信息。商务信函比备忘录更正式Letter orders A letter can be written i
21、n direct order or indirect order,depending on whether the message is neutral,positive or negative.Direct order is used in neutral and positive messages.Indirect order is used in negative and persuasive messages.信函可采用直接顺序或间接顺序,取决于信息是中性、积极还是消极。中性和积极信息采用直接顺序直接顺序,消极和说服性信息采用间接顺序间接顺序。Letter parts 看看以下这封信,
22、你觉得它由几部分组成?哪些部分是必要的,哪些部分是在其他信函里可能没有的?page 135standard parts The standard parts of a business letter are the dateline,letter address,salutation,body,complimentary close,signature block and reference initials.商务信函的标准组成部分有日期,地址,问候语,正文,结尾敬辞,签名和打字员姓名缩写。optional parts A business letter also may include th
23、ese optional parts:attention line,subject line,company name in signature block,enclosure notation,copy notation,postscript and second-page heading.一封商务信函还可以有以下这些备选部分:指明收信人,主题,签名档处的公司名,附件,抄送,附注,第二页抬头。(1)The dateline shows the date of the letter.日期显示了写信日期。(2)The letter address contains the complete na
24、me,title and address of the receiver.地址里应包含收信人的全名、职衔和地址全称。(3)The attention line directs the letter to a particular individual when the letter is addressed to an organization.指明收信人栏里写明了这封信在写给某公司的同时,还要发送给某人。(4)The salutation acts as the greeting to the receiver.问候语是给收信人的问候。(5)The subject line contains
25、 the topic of the letter.主题里点名了这封信的主要内容。(6)The body contains the message of the letter.正文是这封信所要传达的信息。(7)The complimentary close is the formal closing.结尾敬辞是信函较为正式的结尾。(8)A company name may appear after the complimentary close if company letterhead is not used.如果公司的抬头在信函里不出现,结尾敬辞下方也许会出现公司名。(9)The signa
26、ture block contains the writers signed name,keyed name and title.签名档包括了写信人手写签名、打印签名和职衔。(10)The operators reference initials indicate who keyed the letter.打字员的姓名缩写注明了谁打了这封信。(11)An enclosure notation indicates that an additional item is included with a letter.附件处标明该信函后附有其他文件。(12)A copy notation indica
27、tes that a copy of the letter is being sent to someone other than the addressee.抄送栏表明了此信除了收信人以外还要送达给谁。(13)For emphasis,you may add a postscript,a sentence or paragraph at the end of the letter.It is often used in persuasive letters.也许你会用附注来强调一些事情,附注是信结尾处的一句话或一小段文字。它常常在说服性信函中使用到。(14)You may use a sec
28、ond-page heading when the letter continues onto a second page.Key the addressees name,the page number and the date on the second page.当信函需要翻页的时候,你也许会在第二页标注抬头。在第二页抬头里,写下收信人姓名,页码和日期。小练习 checkpoint 1 Keys 1.subject line 2.enclosure notation 3.salutation 4.copy notation plimentary close Business letter
29、formats 分析和比较书上135页和138页三封信函的格式,看看它们有哪些相同点和不同点。Business letter formats Like memos,business letters may be prepared in different formats.The three basic letter formats are block,modified block and simplified block.和备忘录一样,商务信函也许会呈现不同的格式。三种基本格式是:齐头式,改良齐头式,改良齐头式齐头式和简化齐头式简化齐头式。block format 齐头式 In block f
30、ormat,all lines begin at the left margin.Usually,paragraphs are not indented in this format.在齐头式中,所有部分都从左齐头写起。通常来说,正文段落首字不缩进两格。modified block format 改良齐头式 In modified block format,all lines begin at the left margin except for the dateline,the complimentary close and the signature block,which begin a
31、t the center of the page.Paragraphs may begin at the left margin,or they may be indented five spaces.在改良齐头式中,日期、结尾敬辞和签名档从信纸正中写起,其他部分都从左齐头写起。正文段落可以全从左齐头,也可以首字缩进两格。simplified block format 简化齐头式 The simplified block format omits the salutation and the complimentary close.All lines begin at the left mar
32、gin.简化齐头式信函省略了称呼语和结尾敬辞。所有部分从左齐头写起。Business envelopes When preparing a business envelope,key the receivers personal or professional title and the job title as they appear in the letter address.If the letter address contains an attention line,type this information on the line below the receivers compa
33、ny name on the envelope.The address should be keyed in all capital letters,and all punctuation should be omitted.在撰写商务信封的时候,在收信地址栏中,写下收信人的个人称呼或职称。如果在地址栏中打算专门标注收信人,把它写在公司名称的下方。地址往往全大写全大写,不用标点符号不用标点符号。Addressing EnvelopesReturn AddressStampAddressRemarksRemarks(备注)(备注):1.Private 私人信 2.Confidential机密信
34、3.Registered 挂号邮件 4.Express快递邮件 5.Ordinary Mail平信 6.Immediate(Urgent)急件 7.Printed Matter印刷品 8.Sample样品 中国进出口公司中国进出口公司 上海分公司上海分公司 CHINA NATIONAL IMPORT&EXPORT CORPORATION SHANGHAI BRANCH 1040 NORTH SUZHOU ROAD SHANGHAI,CHINA Messrs.Wallace Kimber&Co.40 Nsukka Road P.O.Box 57183 Accra Ghana Confidenti
35、alstamp航空BY AIR MAILPrepare an envelope for this letter China National Chemicals Imp.&Exp.Corporation Xijiao,Beijing,China August 18,2001 Messrs.J.Brown&Co.,143 Eastcheap,London E.C.3 Dear Sirs,Re:Shipping Documents We are sending you under separate cover a full set of non-negotiable copies of shipp
36、ing documents per s.s PEACE.We hope that you will find everything in good order.Yours faithfully,China National Chemicals Imp.&Exp.Corporation(sgd)Wang WeiManagerHR:flEncl.:a/sC.C.:P.S.Prepare an envelope for this letter China National Chemicals Imp.&Exp.Corporation Xijiao,Beijing,China August 18,20
37、01 Messrs.J.Brown&Co.,143 Eastcheap,London E.C.3 Dear Sirs,Re:Shipping Documents We are sending you under separate cover a full set of non-negotiable copies of shipping documents per s.s PEACE.We hope that you will find everything in good order.Yours faithfully,China National Chemicals Imp.&Exp.Corp
38、oration(sgd)Wang WeiManagerHR:flEncl.:a/sC.C.:P.S.China National Chemicals Imp.&Exp.Corporation Xijiao,Beijing,China Messrs.J.Brown&Co.,143 Eastcheap,London E.C.3 q Key stampBlocked StyleIndented Style小练习 checkpoint 2 Keys 1.T 2.F 3.F 4.T 5.F5.2 Writing Letters with a Neutral or Positive Message 撰写中
39、性与积极信息的信函撰写中性与积极信息的信函 在商务交际中,处处可见带着中性语气与积极语气的信函,如日常请求,索赔信,订购信,肯定答复请求,友谊信,感谢信,等等。在这一节里,我们来学习如何计划、组织与撰写中性与积极信息的信函。本节的学习目标是:1计划和组织汇中性与积极信息的信函。2会写各种类型的中性或积极信息的信函。Planning and organizing letters with neutral or positive messages The four steps in planning letters that contain neutral or positive messages
40、 are to identify the objective to identify the main idea to determine the supporting information to adjust the content to the receiver.中性或积极信息信函的计划有四个步骤:确定目标,确定主题,确定细节,从收信人角度调整内容。Letters with neutral or positive messages are organized in direct order.The main idea is presented clearly and concisely
41、in the first or second sentence.The next step is to provide information that will clarify the main idea and help the receiver,such as explanations,conditions or answers.The closing of a letter provides an excellent opportunity to build goodwill.中性或积极信息的信函在组织时采用直接顺序。第一句或第二句清晰简明地标明主题。接下来提供阐明主题以及有利于收信人
42、了解主题的信息,如解释、条件或答案。信函结尾要做出树立信誉的尝试。There are several types of letters with neutral and positive messages.Routine requests and claims are letters with neutral messages.Orders,positive responses to a request,friendship letters and acknowledgment letters are letters with positive messages.日常请求和索赔是含有中性信息的
43、信函中性信息的信函。订购信,肯定答复请求,友谊信和感谢信是含有积极信息的信函积极信息的信函。Routine requests 日常请求日常请求 page 147 A routine request is a request for an action that will be done willingly.“Will you”is often the main idea of a routine request.The sender must provide sufficient details for the receiver to understand and respond easily
44、.一封日常请求信是希望对方采取行动,常常含有“请你做”的主题。写信人必须为收信人提供足够的细节,便于收信人理解与答复。举例说明,如果你想让某人演讲,你要提供主题、日期、时间、地点、听众人数、酬劳等细节。Claims 索赔信索赔信 A claim letter is a special request for a refund,an exchange or a discount on merchandise or services.A claim letter is usually written in direct order because customers and clients exp
45、ect a positive solution to the problem.Though the tone is polite and positive,it is firm.索赔信是对商品或服务提出退款、换货或折扣的要求,属于较特殊的请求。索赔信往往以直接顺直接顺序序来撰写,因为顾客和客户往往会希望得到一个积极的解决办法。索赔信的语气是礼貌而积极的,但是态度要坚决。Orders 订购信订购信 page 149 Companies usually place orders by using a form called a purchase order.“Please send me”is o
46、ften the main idea of an order letter.The sender must provide complete supporting information to ensure that an order will be filled correctly and to avoid wasting time and money.You may use a table in the middle paragraph.在订购商品的时候,公司常常使用统一的格式写信,即订购信。订购信的主题往往是“请寄给我”。写信人必须提供充分的细节,确保订单准确无误,避免浪费时间和财力。正
47、文中可以使用表格。Positive responses to a request 对请求的肯定答对请求的肯定答复复 page 153 A positive response letter tells the receiver that the sender is saying“yes”to a request.For example,opening a new credit account as requested is a letter that contains a positive message.The supporting information includes a descrip
48、tion of restrictions on the account and the payment terms.肯定答复请求信传达的信息是对请求说“yes”。举例说明,同意建立新账户的请求,包含着积极信息,其补充细节要说明一些限制条件和支付条款等。Friendship letters 友谊信友谊信 A friendship letter says nonverbally to your receiver,“I want a positive interpersonal relationship with you.”It may or may not need supporting info
49、rmation.For example,when expressing sympathy,details are inappropriate.But details are critical in an invitation.友谊信的潜台词是,“我想要和您建立良好的个人关系。”在友谊信里,有没有补充细节都不要紧。如,当表达同情的时候,细节就显得不合时宜了。但是在邀请函里,细节却十分重要。Acknowledgement letters 感谢信感谢信 An acknowledgement letter tells a sender that a message has been received.
50、The main purpose is to maintain or build goodwill.感谢信用来告诉写信人信已收到。主要目的是为了保持或建立信誉。小练习 Letters with a Neutral or Positive Message checkpoint 5 Keys 1.F 2.T 3.F page151 4.T page145 5.F page144 5.3 Writing Letters with a Negative Message 撰写消极信息的信函撰写消极信息的信函 在商务交际中,处处可见带着消极语气的信函,如拒绝请求、拒绝提供信息、拒绝开通信用卡或拒绝提议,等
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