1、Chapter 11Letters of Apology and Congratulation道歉信与祝贺信ChapterContents of this chapterI.Introduction11Letters of Apology and CongratulationII.Sample AnalysisIII.Sample ContrastIV.Useful Patterns and SentencesV.Condolence Letters(additional)ChapterI.Introduction1.Letters of apology11Letters of Apology
2、 and Congratulation2.Letters of congratulationChapter1.Letters of apology Apologies are necessaryfor your own peace of mind and for the good relationship with the offended person.When you have to apologize,you must be sincere,direct,brief.The writer should apologize directly and use general terms to
3、 avoid reinforcing the unpleasantness of the errors.That reinforcement would work against the purpose of apology.Letters of Apology and Congratulation11Chapter1.Letters of apology Empathy is the key to an appropriate apology.People who have the right attitude have the best chance of finding the righ
4、t words.An unsolicited letter of apology removed a barrier or even preserves a business relationship.Letters of Apology and Congratulation11Chapter1.Letters of apology Begin with an apology and reveal the purpose of the letter.Present the specific situation for which you apologize.And discuss method
5、s to redress the situation,if needed.Close with a positive look to future business or personal relationship.Letters of Apology and Congratulation11Writing Principles:Chapter2.Letters of congratulation Sending letters of congratulation provides a very good way for businessmen to build goodwill,for th
6、ey are always positive.How delighted would you be to receive a letter of congratulation!There are many situations calling for congratulations,such as election,promotion or many other significant achievements.Letters of Apology and Congratulation11Chapter2.Letters of congratulation Begin with the rea
7、son for writing.You should present congratulations at the first part of the letter.Tell how you learn about the good news and make the reader feel certain that he/she deserves the praise.End the letter in an encouraging and conversational tone.Letters of Apology and Congratulation11Writing Principle
8、s:Chapter2.Letters of congratulation Letters of congratulation are usually brief and prompt.Be sure to send the letter within a few days after the event;otherwise,all your efforts will be fruitless.Letters of Apology and Congratulation11ChapterII.Sample AnalysisLetter A:An apology for bad mannersDea
9、r Mr.White:Dear Mr.White:In order not to have any misunderstanding between us,please accept my In order not to have any misunderstanding between us,please accept my apology for the manner in which our security officer spoke to you this apology for the manner in which our security officer spoke to yo
10、u this morning.morning.Our security officers had been instructed to keep certain parking spaces Our security officers had been instructed to keep certain parking spaces open for company officers,but they should have remembered their open for company officers,but they should have remembered their obl
11、igation to be courteous and helpful.The chief of security has already obligation to be courteous and helpful.The chief of security has already disciplined the officer,asking him to attend the human relations seminars.disciplined the officer,asking him to attend the human relations seminars.When you
12、call at our office again,you can expect efficiency and courtesy,When you call at our office again,you can expect efficiency and courtesy,which have been our goals for the past 12 years.which have been our goals for the past 12 years.Sincerely,Sincerely,Tom BrownTom BrownLetters of Apology and Congra
13、tulation11ChapterII.Sample AnalysisLetter B:Congratulations on promotionDear Mr.Stewart:Dear Mr.Stewart:Please accept my warmest congratulations on your promotion to general Please accept my warmest congratulations on your promotion to general manger!manger!We have just learned that you have been ap
14、pointed to this position.It We have just learned that you have been appointed to this position.It came as no surprise to us in view of your exceptional abilities.You deserve came as no surprise to us in view of your exceptional abilities.You deserve the position after years of service in the company
15、.Your experience in this the position after years of service in the company.Your experience in this field will surely bring in more profits for your company.We are sending field will surely bring in more profits for your company.We are sending you our best wishes for the future.you our best wishes f
16、or the future.Through three years of working with you,many of us know clearly how Through three years of working with you,many of us know clearly how much you have contributed to building the relationship between our two much you have contributed to building the relationship between our two corporat
17、ions.You also have come to know us well during the past three corporations.You also have come to know us well during the past three years,and we are ready to offer you the same service in the days ahead.years,and we are ready to offer you the same service in the days ahead.(To be continued)Letters o
18、f Apology and Congratulation11ChapterII.Sample Analysis(Continued)We look forward to the continuing growth of your company under your We look forward to the continuing growth of your company under your enlightened leadership.enlightened leadership.Sincerely yours,Sincerely yours,Tony WangTony WangLe
19、tters of Apology and Congratulation11ChapterII.Sample Analysis1.What is the purpose of each letter?2.How do the authors convey the information in the two letters?3.Should the author use strong adjectives to describe the mistake for which an apology is presented?Key:1.The purpose of the first letter
20、is to make an apology and maintain a good relationship.The second one is to congratulate the reader on his promotion.2.The first author conveys information in a sincere,direct,and brief way.The second conveys information with briefness,promptness and goodwill.3.No,the author shouldnt do that because
21、 it would reinforce the unpleasantness.Questions for comprehension:Letters of Apology and Congratulation11ChapterII.Sample Analysis4.How about the end of the letters?Do they both express goodwill?5.Can you sum up the writing principles of letters of apology and congratulation?Key:4.Yes,they both exp
22、ress goodwill.5.For a letter of apology,the author should begin with an apology,present the specific situation which calls for the apology,and close with a positive look to future business.For a letter of congratulation,the author should begin with the congratulation,then tell how the good news is l
23、earned and that the reader deserves the praise,and end the letter in an encouraging and conversational tone.Questions for comprehension:Letters of Apology and Congratulation11ChapterII.Sample Analysis6.Do the two letters use the direct order?Why?7.What information can you learn about from each lette
24、r?Key:6.Yes,the two letters use the direct order because the direct order offers a feeling of sincerity.7.The first letter gives an apology with sincerity.The second letter congratulates the reader on his promotion.Both letter can achieve good effect and continue a good relationship with both reader
25、s.Additional questions for comprehension:Letters of Apology and Congratulation11ChapterII.Sample Analysis8.Do you think it is good for a letter to begin and end with apology when its purpose is to apologize?9.What benefits are obtained from writing congratulatory letters?Key:8.No,it is not a good wa
26、y because it might reinforce the unpleasantness.9.By writing a letter of congratulation,the author might be able to build a good relationship with the reader.Additional questions for comprehension:Letters of Apology and Congratulation11ChapterIII.Sample ContrastLetter A:An apology for a delayPoorDea
27、r Mr.Zhang:Dear Mr.Zhang:Thank you for your request for our catalog and price list.Thank you for your request for our catalog and price list.We are sorry we cannot send you immediately the catalog and price list We are sorry we cannot send you immediately the catalog and price list you asked for inn
28、 your letter of May 5.We will send you as soon as you asked for inn your letter of May 5.We will send you as soon as possible.possible.We ask for your understanding and offer you our assurance of better We ask for your understanding and offer you our assurance of better service in the future.service
29、 in the future.Yours faithfully,Yours faithfully,Adam EvansAdam EvansLetters of Apology and Congratulation11ChapterIII.Sample ContrastImproved Dear Mr.Zhang:Dear Mr.Zhang:I am sorry for not being able to send you immediately our catalog and price I am sorry for not being able to send you immediately
30、 our catalog and price list you asked for in your letter dated May 5.list you asked for in your letter dated May 5.We appreciate your interest in our products,but the present catalog does not We appreciate your interest in our products,but the present catalog does not include some new items we have
31、recently developed.Besides,the increasingly include some new items we have recently developed.Besides,the increasingly rising cost in labor has pushed the cost of our products higher;therefore,rising cost in labor has pushed the cost of our products higher;therefore,our prices will have to be adjust
32、ed accordingly.Now we are in the process of our prices will have to be adjusted accordingly.Now we are in the process of making new catalog and price list to portrait all these changes.We will send making new catalog and price list to portrait all these changes.We will send them to you after they ar
33、e ready in 10 days.Meanwhile,we would be glad to them to you after they are ready in 10 days.Meanwhile,we would be glad to offer information that you need for particular products.Just send your offer information that you need for particular products.Just send your request by e-mail.request by e-mail
34、.We are looking forward to the opportunity of providing our products to you.We are looking forward to the opportunity of providing our products to you.Yours sincerelyYours sincerely，Adam EvensAdam EvensLetters of Apology and Congratulation11Chapter这是两封因不能及时给对方寄产品目录和价格表而表达歉意的道歉信。第一封信开头部分表达不明确，容易让对方产生
35、误解，对方会以为寄信人能够马上满足他的要求。另外，整封信看起来比较空洞，既没有交代无法满足对方要求的原因，也没有站在对方的角度，替对方找到解决问题的办法。第二封信则弥补了第一封信的不足。一开始就开门见山地致歉，然后讲明不能满足对方要求的具体原因，并提出补救办法。最后面向未来，期望能做成交易，有效地完成了沟通任务。III.Sample ContrastLetters of Apology and Congratulation11ChapterIII.Sample ContrastLetter B:Congratulations on winning a prizePoor Dear Kate:D
36、ear Kate:I have heard that you win the Speech Contest.I would like to say I have heard that you win the Speech Contest.I would like to say congratulations on your recent honor.congratulations on your recent honor.This prize should be given to This prize should be given to you.you.Keep up the good wo
37、rk.Keep up the good work.Sincerely,Sincerely,Paul Paul Letters of Apology and Congratulation11ChapterIII.Sample ContrastImproved Dear KateDear Kate:Congratulations on your winning the second place in the Maple Congratulations on your winning the second place in the Maple University Students English
38、Speech Contest.University Students English Speech Contest.To win an award in a high-level English speech contest was what you had To win an award in a high-level English speech contest was what you had dreamed of since you came to college.For this,you have been working dreamed of since you came to c
39、ollege.For this,you have been working hard in improving your English and presentation skills,and you took hard in improving your English and presentation skills,and you took every opportunity to practice.Your efforts and persistence were rewarded.every opportunity to practice.Your efforts and persis
40、tence were rewarded.I heard that both the audience and judges were favorably impressed by I heard that both the audience and judges were favorably impressed by your presentation.your presentation.You deserve the honor.You deserve the honor.I share your happiness and wish you more success in the futu
41、re.I share your happiness and wish you more success in the future.SincerelySincerely，Paul Paul Letters of Apology and Congratulation11Chapter这是两封因对方取得全国英语演讲比赛好成绩而表示祝贺的信函。第一封信开头似乎写明了祝贺的原因，即演讲比赛获胜，而且也致以祝福，但这封祝贺信信息不具体,语气也不够真诚。第二封信信息完整，内容具体，能看出作者对对方十分了解,并十分关注,读者会感受到对方的祝贺是发自内心的,因此读来十分真切。III.Sample Contra
42、stLetters of Apology and Congratulation11Chapter be sorry.We are sorry we cannot send you immediately the catalog and price list you asked for.十分抱歉，我们不能及时寄送您要的目录和价格表。IV.Useful Patterns and SentencesLetters of apologyLetters of Apology and Congratulation11Chapter Please accept my apology for.Please a
43、ccept our apology for any inconvenience this matter has caused you.造成诸多不便，在此致歉。IV.Useful Patterns and SentencesLetters of apologyLetters of Apology and Congratulation11Chapter I owe you an apology for.I owe you an apology for discrepancies between the shipping contracts and the actual shipment.我就装运合
44、同与实际装运不符一事向您道歉。IV.Useful Patterns and SentencesLetters of apologyLetters of Apology and Congratulation11Chapter I regret that.I regret that your letter of May 9 was misplaced.I feel very embarrassed about this oversight.您5月9日的来信因疏忽而误寄别处，对此我深感惭愧。IV.Useful Patterns and SentencesLetters of apologyLette
45、rs of Apology and Congratulation11Chapter I offer my sincere apologies for.I offer my sincere apologies for the delay.Should you have any further problems,please do not hesitate to contact me immediately.对此次延误，谨表歉意。如果有任何其他问题，请立刻与我联络。IV.Useful Patterns and SentencesLetters of apologyLetters of Apolog
46、y and Congratulation11Chapter I apologize for.I apologize for our error and delay in answering your complaint.对于我们的失误以及未能及时回复您的投诉，我深表歉意。IV.Useful Patterns and SentencesLetters of apologyLetters of Apology and Congratulation11Chapter Please forgive me for.Please forgive me for a stupid choice of word
47、s.请原谅我的用词不当。IV.Useful Patterns and SentencesLetters of apologyLetters of Apology and Congratulation11Chapter Here is my deepest apology for.Here is my deepest apology for the inconvenience caused by the lapse in communication.沟通中的差错给您增添了麻烦，对此我深感抱歉。IV.Useful Patterns and SentencesLetters of apologyLe
48、tters of Apology and Congratulation11Chapter Congratulations on.Congratulations on your promotion!祝贺您升职！IV.Useful Patterns and SentencesLetters of congratulationLetters of Apology and Congratulation11Chapter I am delighted to hear.I am delighted to hear that you captured the NO.1 position in sales i
49、n the market.欣悉你的销售额在市场销售份额中名列第一。IV.Useful Patterns and SentencesLetters of congratulationLetters of Apology and Congratulation11Chapter Let me offer you my warmest congratulations on.Let me offer you my warmest congratulations on the happy occasion.值此大喜之际，请接受我最热烈的祝贺。IV.Useful Patterns and Sentences
50、Letters of congratulationLetters of Apology and Congratulation11Chapter I would like to offer my congratulations on.I would like to offer my congratulations on your being elected chairman.祝贺您当选主席。IV.Useful Patterns and SentencesLetters of congratulationLetters of Apology and Congratulation11Chapter
