商务英语写作business english writing class slides.pptx

business english writing slides

1. 高等学校英语拓展系列教程 主 编：胡英坤 车丽娟 外语教学与研究出版社

2. Chapter 11 Letters of Apology and Congratulation 道歉信与祝贺信

3. Chapter Contents of this chapter I. Introduction 11 Letters of Apology and Congratulation II. Sample Analysis III. Sample Contrast IV. Useful Patterns and Sentences V. Condolence Letters (additional)

4. Chapter I. Introduction 1. Letters of apology 11 Letters of Apology and Congratulation 2. Letters of congratulation

5. Chapter 1. Letters of apology Apologies are necessary—for 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 avoid reinforcing the unpleasantness of the errors. That reinforcement would work against the purpose of apology. Letters of Apology and Congratulation 11

6. Chapter 1. Letters of apology Empathy is the key to an appropriate apology. People who have the right attitude have the best chance of finding the right words. An unsolicited letter of apology removed a barrier or even preserves a business relationship. Letters of Apology and Congratulation 11

7. Chapter 1. Letters of apology Begin with an apology and reveal the purpose of the letter. Present the specific situation for which you apologize. And discuss methods to redress the situation, if needed. Close with a positive look to future business or personal relationship. Letters of Apology and Congratulation 11 Writing Principles:

8. Chapter 2. Letters of congratulation Sending letters of congratulation provides a very good way for businessmen to build goodwill, for they 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 Congratulation 11

9. Chapter 2. Letters of congratulation Begin with the reason 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 Congratulation 11 Writing Principles:

10. Chapter 2. 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 Congratulation 11

11. Chapter II. Sample Analysis Letter A: An apology for bad manners Dear Mr. White: 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 morning. Our security officers had been instructed to keep certain parking spaces open for company officers, but they should have remembered their obligation to be courteous and helpful. The chief of security has already disciplined the officer, asking him to attend the human relations seminars. When you call at our office again, you can expect efficiency and courtesy, which have been our goals for the past 12 years. Sincerely, Tom Brown Letters of Apology and Congratulation 11

12. Chapter II. Sample Analysis Letter B: Congratulations on promotion Dear Mr. Stewart: Please accept my warmest congratulations on your promotion to general manger! 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 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 you our best wishes for the future. Through three years of working with you, many of us know clearly how much you have contributed to building the relationship between our two 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. (To be continued) Letters of Apology and Congratulation 11

13. Chapter II. Sample Analysis (Continued) We look forward to the continuing growth of your company under your enlightened leadership. Sincerely yours, Tony Wang Letters of Apology and Congratulation 11

14. Chapter II. Sample Analysis 1. 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: The purpose of the first letter is to make an apology and maintain a good relationship. The second one is to congratulate the reader on his promotion. The first author conveys information in a sincere, direct, and brief way. The second conveys information with briefness, promptness and goodwill. No, the author shouldn’t do that because it would reinforce the unpleasantness. Questions for comprehension: Letters of Apology and Congratulation 11

15. Chapter II. Sample Analysis 4. 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 express 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 learned and that the reader deserves the praise, and end the letter in an encouraging and conversational tone. Questions for comprehension: Letters of Apology and Congratulation 11

16. Chapter II. Sample Analysis 6. Do the two letters use the direct order? Why? 7. What information can you learn about from each letter? 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 readers. Additional questions for comprehension: Letters of Apology and Congratulation 11

17. Chapter II. Sample Analysis 8. 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 way 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 Congratulation 11

18. Chapter III. Sample Contrast Letter A: An apology for a delay Poor Dear Mr. Zhang: Thank you for your request for our catalog and price list. We are sorry we cannot send you immediately the catalog and price list you asked for inn your letter of May 5. We will send you as soon as possible. We ask for your understanding and offer you our assurance of better service in the future. Yours faithfully, Adam Evans Letters of Apology and Congratulation 11

19. Chapter III. Sample Contrast Improved Dear Mr. Zhang: I am sorry for not being able to send you immediately our catalog and price list you asked for in your letter dated May 5. We appreciate your interest in our products, but the present catalog does not include some new items we have recently developed. Besides, the increasingly rising cost in labor has pushed the cost of our products higher; therefore, 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 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 request by e-mail. We are looking forward to the opportunity of providing our products to you. Yours sincerely ， Adam Evens Letters of Apology and Congratulation 11

20. Chapter 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 Contrast Letters of Apology and Congratulation 11

21. Chapter III. Sample Contrast Letter B: Congratulations on winning a prize Poor Dear Kate: I have heard that you win the Speech Contest. I would like to say congratulations on your recent honor. This prize should be given to you. Keep up the good work. Sincerely , Paul Letters of Apology and Congratulation 11

22. Chapter III. Sample Contrast Improved Dear Kate : Congratulations on your winning the second place in the Maple University Students English Speech Contest. 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 hard in improving your English and presentation skills, and you took every opportunity to practice. Your efforts and persistence were rewarded. I heard that both the audience and judges were favorably impressed by your presentation. You deserve the honor. I share your happiness and wish you more success in the future. Sincerely ， Paul Letters of Apology and Congratulation 11

23. Chapter 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 Contrast Letters of Apology and Congratulation 11

24. Chapter 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 Sentences Letters of apology Letters of Apology and Congratulation 11

25. Chapter Please accept my apology for... Please accept our apology for any inconvenience this matter has caused you. 造成诸多不便，在此致歉。 IV. Useful Patterns and Sentences Letters of apology Letters of Apology and Congratulation 11

26. Chapter I owe you an apology for... I owe you an apology for discrepancies between the shipping contracts and the actual shipment. 我就装运合同 与实际装运 不符一事向您道歉。 IV. Useful Patterns and Sentences Letters of apology Letters of Apology and Congratulation 11

27. Chapter 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 Sentences Letters of apology Letters of Apology and Congratulation 11

28. Chapter 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 Sentences Letters of apology Letters of Apology and Congratulation 11

29. Chapter 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 Sentences Letters of apology Letters of Apology and Congratulation 11

30. Chapter Please forgive me for... Please forgive me for a stupid choice of words. 请原谅我的用词不当。 IV. Useful Patterns and Sentences Letters of apology Letters of Apology and Congratulation 11

31. Chapter 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 Sentences Letters of apology Letters of Apology and Congratulation 11

32. Chapter Congratulations on... Congratulations on your promotion! 祝贺您 升职 ！ IV. Useful Patterns and Sentences Letters of congratulation Letters of Apology and Congratulation 11

33. Chapter I am delighted to hear... I am delighted to hear that you captured the NO.1 position in sales in 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 Sentences Letters of congratulation Letters of Apology and Congratulation 11

34. Chapter 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 Letters of congratulation Letters of Apology and Congratulation 11

35. Chapter 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 Sentences Letters of congratulation Letters of Apology and Congratulation 11

36. Chapter Wish... / May... Wish you every success in the future. 祝您成功，万事顺利。 May you go from strength to strength in the future. 祝您 日后 飞黄腾达。 IV. Useful Patterns and Sentences Letters of congratulation Letters of Apology and Congratulation 11

37. Chapter Please accept our warmest congratulations on... Please accept our warmest congratulations on the opening of your new branch. 贵公司的新店开张，谨致贺意。 IV. Useful Patterns and Sentences Letters of congratulation Letters of Apology and Congratulation 11

38. Chapter I am very sorry for giving you so much trouble. 对不起，给您添了很多麻烦。 Please accept my apology for the manner in which our security officer spoke to you this morning. 由于我们的保安今天早上跟您说话的方式不当，我们在此向您致歉。 IV. Patterns and Sentences (additional) Letters of apology Letters of Apology and Congratulation 11

39. Chapter I owe you an apology for any inconvenience this clerical error has caused and will do our best to see that such errors do not recur. 此次业务上失误，为贵方带来不便，深感抱歉。今后我们必定尽力，使这类错误不再发生。 We regret that we cannot agree to your request for a replacement pair. 本公司非常抱歉未能接受更换要求。 IV. Patterns and Sentences (additional) Letters of apology Letters of Apology and Congratulation 11

40. Chapter I apologize for the way he acted, and would like to rectify the situation as soon as possible. 对于其行为，本人深感歉意，并会尽快采取行动，纠正这种现象。 Please forgive me for my oversight. 我疏忽了，请接受我的道歉。 IV. Patterns and Sentences (additional) Letters of apology Letters of Apology and Congratulation 11

41. Chapter Here is my deepest apology for forgetting the appointment we had made. 我把约会给忘了 ， 对此谨表深深的歉意。 IV. Patterns and Sentences (additional) Letters of apology Letters of Apology and Congratulation 11

42. Chapter I must apologize to you for… I am very sorry that… I am afraid what I have done has caused much inconvenience to you. I sincerely hope you understand that I offended you quite unintentionally. I believe you can understand that I have not intended to hurt you. I owe you an apology. IV. Patterns and Sentences (additional) Letters of apology Letters of Apology and Congratulation 11

43. Chapter I am to blame for this unpleasant thing. Please pardon/excuse/forgive me. I sincerely hope that you will kindly accept my apologies. I hope you will kindly forgive my lapse of attention. I am so sorry to have put you to/into so much trouble. IV. Patterns and Sentences (additional) Letters of apology Letters of Apology and Congratulation 11

44. Chapter Congratulations on your new baby! 祝贺你们喜添贵子！ Let me offer you my warmest congratulations on the happiest event of your life. 对你们一生中莫大的喜事，请接受我由衷的祝贺。 IV. Patterns and Sentences (additional) Letters of congratulation Letters of Apology and Congratulation 11

45. Chapter I would like to offer my congratulations on your fifty years of business enterprise. 祝贺贵公司开业 50 年。 Wish you the best of bliss and bless in the New Year ’ s Day. 祝新年快乐！ May you and yours have a joyful holiday season. 祝您及全家节日快乐。 IV. Patterns and Sentences (additional) Letters of congratulation Letters of Apology and Congratulation 11

46. Chapter Congratulations! All of us feel proud of your remarkable achievements! 祝贺你！我们都为你所取得的巨大成就感到骄傲。 Please accept my warmest congratulations on your graduation from... 值此你毕业于 …… 之际，特向你致以衷心的祝贺。 IV. Patterns and Sentences (additional) Letters of congratulation Letters of Apology and Congratulation 11

47. Chapter We believe that your advancement properly reflects the quality and diligence that has characterized your work in every area. 您在工作中的各个方面都能发挥卓越才能并尽最大努力，今日的升迁是必然的结果。 I know that your enthusiasm and experience in your work are the very qualities that are needed for this important position. 我知道，以您的工作热情和丰富经验，担当这一重要职位是恰当的。 IV. Patterns and Sentences (additional) Letters of congratulation Letters of Apology and Congratulation 11

48. Chapter I was delighted to hear that… I was very pleased to learn that… It’s a pleasure to hear that… I would like to extend / send my warmest / sincere / heartfelt congratulations to you. My colleagues join me in sending you our warmest congratulations. Please accept our heartfelt congratulations on your… IV. Patterns and Sentences (additional) Letters of congratulation Letters of Apology and Congratulation 11

49. Chapter I wish you every success in your future career. Best wishes for your continued success. We look forward to an even closer association in the future. IV. Patterns and Sentences (additional) Letters of congratulation Letters of Apology and Congratulation 11

50. Chapter Dear Dr. Johnson: I would like to apologize for the inexcusable error I made in the preparation for this year ’ s convention. After the convention, when I reviewed the memo, I discovered your name was not in it. I realized that we missed your name when sending the invitations. It was my fault. Please not be offended for this. Sincerely, James Open. Exercise: improve the letter Letters of Apology and Congratulation 11

51. Chapter Dear David: Please excuse me for not having answered your letter dated 7, December sooner. When your letter arrived, I was just in Hong Kong. As my family could not forward it to me during my absence, it has been, therefore, lying on my desk until the moment when I took it up. Now the first thing I have to do is to write to you these few lines to express my deep regret.  I enjoyed many pleasant sights during my trip. I shall be pleased to give you an account of them when I see you next.  Sincerely yours,  Jack Additional exercise: translate the letter Letters of Apology and Congratulation 11

52. Chapter 亲爱的戴维： 请原谅我收到您 12 月 7 日的来信后迟迟未复。 您的来信到来时，我正巧在香港，家人无法及时转递。你的信一直放在我写字台上，直到我回到才看见，拖至今天才回信，深表歉意。 这次出去旅行饱览了许多美丽景色，下次见到您时，将告诉您一切。 致以诚挚的问候！ 杰克 Example answers Letters of Apology and Congratulation 11

53. Chapter 热烈祝贺贵公司北京办事处成立。贵公司在中国的发展令人瞩目，良好的前景也让人很受鼓舞。我们万科国际集团所有员工祝贵公司在这一市场的业务蒸蒸日上，顺利成功。 Please accept our warmest congratulations on the opening of your Beijing Office. The expansion of your business in China is very impressive and your bright prospect is also encouraging. We at Wanke International Group wish you every success in your increased involvement in this market. Additional exercise: translate the paragraph Letters of Apology and Congratulation 11

54. Chapter V. Condolence letters (additional) Begin with a direct statement of sympathy. Concentrate on positive memories and positive developments that may lie in the future. Offer wish or help. Letters of Apology and Congratulation 11 Writing Principles:

55. Chapter V. Condolence letters (additional) 得知 … 深表关切 : We were very sorry to learn of… I was deeply distressed to hear of… I was deeply concerned when I learned that… Letters of Apology and Congratulation 11 A direct statement of sympathy:

56. Chapter V. Condolence letters (additional) 惊闻 … 逝世，深致哀悼 : We were shocked to hear of the sudden passing of… I was indeed grieved (deeply distressed) to hear of the untimely passing of… It is with great sorrow (regret) that we have received the sad news of the loss of… Letters of Apology and Congratulation 11 A direct statement of sympathy:

57. Chapter V. Condolence letters (additional) We know how much he meant to you. I had the privilege of knowing him for many years and always admired his integrity and high quality of business conduct. Letters of Apology and Congratulation 11 Positive memories and positive developments:

58. Chapter V. Condolence letters (additional) We are all praying for your quick and complete recovery. I wish you a complete and speedy recovery. Please feel free to contact me if I can be of some help. If there is anything I can do to help you, please let me know. Letters of Apology and Congratulation 11 Wish or help:

59. Chapter V. Condolence letters (additional) My staff join me in conveying our sincere sympathy to members of his family. Please convey our sympathy to his family. Please extend our profound sympathy to everyone in your family. Letters of Apology and Congratulation 11 Wish or help:

60. Chapter 获悉贵厂遭受火灾并对贵厂造成如此破坏我们都非常悲痛。如果我们能有所帮助，务请告知我们。能帮助客户和朋友摆脱困境我们将感到非常荣幸。 We were all very distressed to learn about the fire which caused such damage to your plant. We hope you will feel free to call on us for any assistance we can render. We would consider it a privilege to help out a friend and customer at such a time as this. Letters of Apology and Congratulation 11 Additional exercise : translate the paragraph