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1、 Business Communication Prof.Dr.LANTIAN DongbeiUniversityofFinanceandEconomicsTounderstandtheimportanceofcommunicationskillsinrelationtothecareersuccess,andexplaintheneedforthinkingcritically,takingchargeofyourcareer,andstrengtheningyourcommunicationskills(reading,listening,speakingandwriting).OBJEC
2、TIVESTheskillsarenotinherent;theymustbelearned.LearntoAnalyze and plan forabusinesswritingtask;Chooseprecisewordstoconveythecorrectmeaning;Writeclearandconcisesentencesandparagraphs;Identify and correct commonerrorsfoundinsentencestructures;Master thenaturalwrittenEnglishChapter One Writing Principl
3、es of Business LettersAletterconsistsofanumberofparts,eachofwhichisessentialtotheletter,orcontributesinsomewaytoitsimpactontherecipient.Wemaylistthemasfollows:Section OneThe Structure and Layout of a Business Lettertheletterhead/headingthereferencesthedatetheinsidenameandaddressthesalutationthesubje
4、ctheading/captiontheopeningparagraphthebodyofthelettertheclosingparagraphthecomplimentaryclosethesignaturetheenclosuresandcopiesthepostscriptSincelettersareoftenelementsintheformationofbusinesscontacts,itisessentialtohavetheaddressesofbothpartiesincludedineveryitemofbusinesscorrespondence.Byhavingap
5、rintedletterheadafirmensuresthatitincludesallthenecessarydetailsaboutitsownname,address,postcode(zipcode),telephonenumber,faxnumbers,e-mailaccountandhomepageorwebsite. The Heading/Letterhead A typical letterhead might read： STONEANDSIMPSONLTD.24DarbyStreet,Salisbury,WiltsTelephone:Fax:E-mail:Http:Th
6、erecommendedorderfordatesisday,month,year,withopenpunctuation.Thus20November2012isperfectlyclearandpunctuationwouldnotaddanything.Am.EMonthDate,YearNovember20,2012Br.EDateMonth,Year20November,2012The DateAtthetopofaletter,belowthereferencesandthedate,thesecretarytypesthe“insidenameandaddress”.Thisis
7、thenameandaddressofthepersontowhomtheletteristobesent:theaddressee.Atypicaladdresscouldbe:Mr.T.Williamson67CamsideChurchStreetChestertonCAMBRIDGEU.K.CB41PQThenameandaddressistypedinexactlythesamewayasontheenvelope,insinglespacing,withthetowntypedincapitalletters(大写).Eachpartoftheaddressiswrittenonan
8、ewline,includingthepostcode(zipcode).The Inside Name and AddressAsalutationisagreeting.Itappearsatthestartofaletterandwillusuallybeformal.DearSir,DearSirs,DearMadam,DearMr.Brown.DearMrs.Smith,etc.OnalessformalnotethesecretarymaybeaskedtotypeinthewordDear.leavingthefirstnameoftheaddresseetobefilledin
9、bythesignatorywhentheletterissigned.Sometypesofletterareaddressedtotheworldatlarge,forexampleatestimonialgiventoanemployeewhoisapplyingforapostelsewhere.Asuitablesalutationinsuchcircumstancesis“TowhomitMayConcern”,“Tothosewhomaybeconcerned”The salutationAmericanEnglish-Gentlemen:BritishEnglish-DearS
10、irs,敬启者，执事先生DearSirorMadam:DearMadam+Chairperson(Useneutraljobtitles):Thesubjectheadingisinsertedafterthesalutation.Asubjectheadingshouldnotendwithafullstop.Typicalsubjectheadingswouldbe:a.SALEOFPROPERTYINTHERIVERSIDEDISTRICTb.OrderNo.123c.Re:OrderNo.123The subject headingThankyouforyourletterof8thM
11、arch,2012,whichhasbeenpassedtomeformyattention.Irefertopreviouscorrespondenceinrespectoftheaboveandnotethattodatewehavenotreceivedyourcheque/checkfortheoutstandingarrears(欠帐).Iwritewithreferencetoourtelephoneconversationyesterdayregardingtheabovematter.Writing a strong opening to your business lette
12、rMakeyourfirstparagraphdosomethingotherthanjustreferringtoknowninformationsoplungestraightintoyourmessage(直奔主题)anddontwasteyourreaderstime.Forexample,youcould：answeraquestionaskaquestionexplainanactiontakenexpresspleasureorregretgiveinformationTheseopeningphrasesaresopopularbecausewedonthavetothinko
13、fwhattowrite.Watchoutforstandardphrasesinopeningparagraphs.Examplesare:FurthertomyrecentIamwritingIrefertomyletterdatedIrefertopreviouscorrespondenceIwriteinreferencetoInrespectoftheaboveRecentcorrespondenceRegardingWithreferencetoWithregardstoTheopeningparagraphisoftenonlyasimplesentence.Itisintrod
14、uctoryinnatureandfrequentlyreferstoapreviousletter,orcourseofdealings.Itshouldalwaysbecourteous(谦恭的),butitshouldalsosetthetoneoftheletter.Thismaybefriendly,orformal,oritmayhintatseriousmatterswhichthebodyoftheletterwillsoonmakeplain.The Opening ParagraphThisisthemainsubjectmatteroftheletter,andisdiv
15、idedintoanappropriatenumberofparagraphs.The Body of the LetterIwouldagainapologizeforthedelayinreplyingandItrustthatthishasclarifiedthepointsyouhaveraised,however,ifyouwishtodiscussanypointsIhavenotclarified,orneedanyfurtherinformation,youmaywishtotelephoneorcontactmeaccordingly.Ilookforwardtohearin
16、gfromyouandinthemeantime,shouldyouhaveanyqueries（疑问）,pleasedonothesitatetocontactme.IregretthatIcannotbeofmoreassistanceinthismatter,andshouldyouhaveanyfurtherqueries,pleasedonothesitatetocontactme.Writing a strong close to your business letterMakesureyouavoidusingweakphrasesandoverusedbusinessphras
17、esinyourclosingparagraph:Thankingyouforyour.Hopingforapromptreply.Trustingthisanswersyourquestions.Pleasedonothesitatetocontactme.ItrustthisclarifiesthesituationTheclosingparagraphisagainusuallyasinglesentencewhichreestablishestheatmosphereofcourtesy,whateverhasbeenthenatureofthebodyoftheletter.Itis
18、frequentlyusedtosignaltheactionwhichthewriterhopestofollowfromtheletter.The Closing ParagraphThecomplimentaryclosecomesattheendoftheletter.Itusuallyconsistsoftwowordsonly:Yoursfaithfully,YourstrulyandYourssincerelybeingcommonlyused.Onlythefirstword,Yourshasacapitalletter(大写).Thecorrectcomplimentaryc
19、losetobelinkedtoparticularformsofsalutationisshowninthetablebelow.Smallvariationswillbefoundinpractice.Am.ESincerely/faithfully/trulyyours,Br.EYourssincerely,The Complimentary Close SalutationComplimentary closeDearSir,DearSirs,DearMadam,Madam,MesdamesYoursfaithfully,orYourstruly,Sir,Gentlemen,Madam
20、,Mesdames,Yourobedientservant,orYoursrespectfully,DearMr.Jones,DearMrs.Jones,DearMissJones,Yourssincerely,orYourstruly,Dear.(thefirstnamebeingwritten)AsuitablehandwrittencloseThesignatureblockconsistsoftheactualsignature,thetypewrittennameofthesignatory(sincemanysignaturesarealmostillegible)andtheof
21、ficialpositionofthesignatorythoughthelattermaybeomittedifitisknowntotheaddressee. The SignatureIfacorrespondentrefersinthebodyofalettertothefactthatsomeenclosureistoaccompanytheletter,suchasabrochure,pro-formainvoice,pricelist,roadmapforaccesstosomewhere,etc.thesignatureblockisfollowedbyareferenceto
22、thefactthatenclosuresareincludedintheletter.Thistakestheformoftheabbreviationforenclosures,writtenasENC,Encorinc.Thusatypicalenclosuremightread:Enc:1Pricelist2InvoicesWhencarboncopies(复印件)aretakenwithaviewtosendingthemtointerestedpartiesitisusualtoindicatethecirculationlistatthefootoftheletter.Theno
23、tificationmayreadcopiesto:ordistributionormostcommonlycc:(copiescirculatedto)Enclosures find copiesBriefly Speaking, the function of the structure is as follows:Introduction: Stateyourpurposeandpertinentinformationupfront.Body: Includeanyadditionalrelevantinformationsuchasdates,recapsofconversation,
24、additionalworkyouvedoneforthecompany,oranythingelsetomotivatethereadertoactasyouwish.Conclusion: Restatewhatyousaidinyouintroduction.Format of lettersMarch16,2012ErnieEnglish1234WritingLabLaneWriteCity,IN12345DearMr.English:Thefirstparagraphofatypicalbusinessletterisusedtostatethemainpointofthelette
25、r.Beginwithafriendlyopening;thenquicklytransitionintothepurposeofyourletter.Useacoupleofsentencestoexplainthepurpose,butdonotgointodetailuntilthenextparagraph.Beginningwiththesecondparagraph,statethesupportingdetailstojustifyyourpurpose.Thesemaytaketheformofbackgroundinformation,statisticsorfirst-ha
26、ndaccounts.Afewshortparagraphswithinthebodyofthelettershouldbeenoughtosupportyourreasoning.Finally,intheclosingparagraph,brieflyrestateyourpurposeandwhyitisimportant.Ifthepurposeofyourletterisemploymentrelated,considerendingyourletterwithyourcontactinformation.However,ifthepurposeisinformational,thi
27、nkaboutclosingwithgratitudeforthereaderstime.Sincerely,LucyLetter123WinnersRoadNewEmployeeTown,PA12345Block Format 绝对平头式绝对平头式March16,201 2ErnieEnglish1234WritingLabLaneWriteCity,IN12345DearMr.English:Thefirstparagraphofatypicalbusinessletterisusedtostatethemainpointoftheletter.Beginwithafriendlyopen
28、ing;thenquicklytransitionintothepurposeofyourletter.Useacoupleofsentencestoexplainthepurpose,butdonotgointodetailuntilthenextparagraph.Beginningwiththesecondparagraph,statethesupportingdetailstojustifyyourpurpose.Thesemaytaketheformofbackgroundinformation,statisticsorfirst-handaccounts.Afewshortpara
29、graphswithinthebodyofthelettershouldbeenoughtosupportyourreasoning.Finally,intheclosingparagraph,brieflyrestateyourpurposeandwhyitisimportant.Ifthepurposeofyourletterisemploymentrelated,considerendingyourletterwithyourcontactinformation.However,ifthepurposeisinformational,thinkaboutclosingwithgratit
30、udeforthereaderstime.Sincerely yours,LucyLetterModified Block Format 改良平头式改良平头式March16,2012ErnieEnglish1234WritingLabLaneWriteCity,IN12345DearMr.English:Thefirstparagraphofatypicalbusinessletterisusedtostatethemainpointoftheletter.Beginwithafriendlyopening;thenquicklytransitionintothepurposeofyourle
31、tter.Useacoupleofsentencestoexplainthepurpose,butdonotgointodetailuntilthenextparagraph.Beginningwiththesecondparagraph,statethesupportingdetailstojustifyyourpurpose.Thesemaytaketheformofbackgroundinformation,statisticsorfirst-handaccounts.Afewshortparagraphswithinthebodyofthelettershouldbeenoughtos
32、upportyourreasoning.Finally,intheclosingparagraph,brieflyrestateyourpurposeandwhyitisimportant.Ifthepurposeofyourletterisemploymentrelated,considerendingyourletterwithyourcontactinformation.However,ifthepurposeisinformational,thinkaboutclosingwithgratitudeforthereaderstime.Sincerelyyours,LucyLetterI
33、ndented Format 缩行式缩行式The absolute dos of writing professional, effective business lettersDoconsideryouraudience.Dowritetosomeonebyname.Dostateyourpurposerightaway.Douseatriedandtrueformat.Dotakethetimetoreviseandbeconcise.Dodouble-checkyourfactsandfigures.Douseaprofessionaltone.Update and improve yo
34、urbusinesswritingskillsformoreeffectiveandpersuasivee-mails,memos,lettersandreports;Organize yourdocumentswithyourreadersneedsinmind;Createreader-friendlylayoutstohighlightimportantinformation;Craftsentencesthatgetandholdyourreadersattention;Edityourwritingforclarityandeaseofreading;Avoidarchaicexpr
35、essionsandcommongrammar,punctuationandusageerrors.How You Will Benefit from learning the writing rules?Yourfirstjobinwritinganyletteristogainyourreadersattention.Itsanimportantprincipleofeffectivewritingtoputthemostimportantinformationfirst.Youropeningparagraphisboththeheadlineandtheleadforthemessag
36、ethatfollowsintherestoftheletter. Beginning a letterWithout reference to previous correspondence1.Wearepleasedtoinformyouthat.2.Weoweyouraddressto.3.Weshouldbegrateful(obliged)ifyouwouldletusknowwhether.4.Maywehavedetailsof.5.Wearesendingyouherewith/underseparatecover.6.Weattachforyourinformationthe
37、copyofaletterreceivedtodayfrom.7.Wehavereceivedanenquiryfor8.Wehavebeeninformedby9.IamwritingReferring to previous correspondence1.Furthertoourletterofthewewishtoinformyouthat.2.Werefertoourletterofthe.inwhichwerequested3.Onthe.wewrotetoyouthat.4.Sincewritingtoyouonwehaveascertained(确定)that5.Inyourl
38、etteroftheyouexpressedinterestonour6.Sometimeagoyoutoldusthat.7.Sincethereceiptofyourletterofthe.wehavebeentryingtofindoutmoreaboutthe.8.Itisalongtimesincewehaveheardfromyouabout. In reply to a letter received1.Wethankyouforyourletteroftheinformingusthat.2.Inreplytoyourletteroftheconcerning,wearegla
39、dtobeableto/sorrytohavetotellyouthat3.Youkindlyenclosedwithyourletterofthe.particularsof.forwhichwethankyou.4.Yourletterofthe.crossedoursofthesamedate.5.Wearesorry/surprisedtolearnfromyourletterofthe,that.6.Wemustapologizeforthedelayinreplyingtoyourletterofthe.7.Weacknowledgereceiptofyourletterofthe
40、.andhavemuchpleasureinreplyingtoyourvariousquestionsasfollows:8.Inreplytoyourletter/enquiryofthewewishtoinformyouthat.Sobesureyouropeningparagraphsetstherighttoneforyourletter.Bedirectanduseyourwordspositivelysoyourreaderhasagoodimpressionfromthebeginningofyourletter.Decidewhatisthemostimportantinfo
41、rmationandputitintheyourfirstparagraph.Dontbeafraidtostartyourletterstrongly.THE BODY OF A LETTER (Beginning of sentences and paragraphs)Regretting1.Wenotewithregretthat.2.Wewereverysorryindeedtolearnfromyourletterthat.3.Wearesorrynottobeabletogiveyoutheinformationrequested.4.Wearesorrytotellyouthat
42、.5.Weareverysorrynottobeabletogiveyouadefinitereplyontheabovematter6.Weareverysorrythatwecannottakeadvantageofyouroffer/acceptyourproposal.7.Wearesorryfortheinconveniencethismayhavecausedyou.8.Pleaseacceptourapologies.1.Wouldyoupleasecallusonreceiptofthislettertoletusknowif.2.Wouldyoukindlyletusknow
43、byreturnofpostwhether.3.Weshouldbegratefulifyouwoulddoyourutmostto4.Underthecircumstancesitisessentialthat.5.Willyoupleaseletushaveforourinformation.Requesting1.Asrequested/agreedwearesendingyou.2.Wethankyouforsendingus.3.Weconfirmoure-mailofthismorningaspertheenclosedcopy.4.Wenotewithinterestthesug
44、gestioncontainedinyourletterof.5.Wenoteyourremarkconcerning.6.Weshouldbegladtohaveyourconfirmationthat.7.Weacknowledgereceiptofyourfaxoftodaysdate,whichreadsasfollows:Confirmation1.Astothequestionof/AsregardsIagreewithyouthat.2.Weunderstand/havebeeninformedthat3.Inthesecircumstances.4.Asyouarenodoub
45、taware.5.Wearequitewillingto/convincedthat6.Inviewofthesefacts.7.Unlesswehearfromyoutothecontrary8.Furthermore/Ontheotherhand9.Onfurtherconsideration.10.Fororderssake.Miscellaneous 其他混合类其他混合类11.Itfollowstherefore12.Ifwearenotmistaken.13.Accordingtoourrecords/theinformationwehave14.Wewishtoadd.15.Asm
46、entionedabove16.Wequiteunderstandthat.17.Inouropinion.18.Weenclose19.Underseparatecover.20.Foryourinformation.21.Accordingtoyourrequest.22.Certifiedtrue Asking for a reply 1.Wouldyoupleaseletushaveyourreplyassoonaspossible?2.Welookforwardstoyourreplybyreturn.3.Kindlyacknowledgereceipt/keepusinformed
47、ofEnding a LetterPromising a reply1.Youwillhearfromusassoonaspossibleaboutthematter.2.Weshallgiveyoufurtherdetailstomorrow.3.Assoonasweareabletosayanythingdefinite/giveyoufurtherinformation,wewillwriteyouagain.1.Weshouldbegratefulforanyfurtherinformationyoumaybeabletogiveusabout2.Pleaseletushavemore
48、detailedinformation3.Weshouldbegladtohavethisinformation,toenableustocompleteourrecords.4.Kindlygivethematteryourpromptattention.5.Pleaseletmeknowurgentlywhetheritispossibleforyouto6.Pleasebesokindastofaxyouragreement.Requests1.Pleaseacceptourthanksinadvance./Thankingyouinadvance.2.Thankyouinanticip
49、ationforyourkindness/foranyinformationyoumaybeabletogiveus.3.Wehope/Hopingthatourofferwillinterestyou.4.Wetrustthatweshallbeabletofindafavorablesolution.5.Youmayrestassuredthatweshalldoeverythingpossibleto.6.Weshallbepleasedtoassistyouineverywaywecan.7.Weregretnotbeingabletoassistyouforthetimebeing.
50、8.Pleaseacceptourmostsincereapologies. Expressing gratitude, hope, promise, regretSection TwoSuperscription/Envelope Writing See the template below:Stamp 邮票邮票 Return Address寄信人姓寄信人姓名、地址和国家名、地址和国家LindaShusterNo.217JianshanSt.ShahekouDistrict,Dalian,China,116023Sending Address 收信人姓名、地址和国家收信人姓名、地址和国家Ja
51、neSmith36BroadAvenueLosAngles,CA.91640U.S.ARemarks 备注备注Private/Confidential Section ThreeDissimilarities between American Writing and British Writing英式的英式的书信写法和美式的信写法和美式的书信写法有五个不同的地方信写法有五个不同的地方:1.英式的书信格式是缩行式或混合式，而美式则是绝对平头式或改良平头。2.称呼用法，英式一般用DearSirs,后用逗号。美式则用Gentlemen:后用冒号。3.结尾语的用法，英式和美式的习惯各不相同，在美式中S
52、incerelyyours,只限用于商业书信。英式则不然，商业书信或亲友间来往书信中都可用。另外,英式习惯用Yourssincerely,Yoursfaithfully,etc.而美式则相反，把“Yours”放在后面，成为Sincerelyyours,Faithfullyyours,etc.4.日期写法也不相同，英式是按日月年的顺序。例如25July,2012.美式则按月日年的顺序，例如:July25,2012，(注:日期写法的国际通用格式是按日月年的顺序排列)。如日期用序数词写法，英式、美式各有不同。例如:2012年5月20日，英式表示法为:20thMay,2012，美式则为May20th,2012。5.信封写法的不同点:收信人的姓名、地址，英式多用缩行式，美式则用平头式。
