商务英语写作新版第章_chapter_1
2.
3.
A good sale of the products will benefit you To maintain your excellent credit, please remit(汇款）… You could obtain a refund if…
Please indicate your choice of color…
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1. Courtesy （礼貌）
Special attention should be devoted to assuring the courtesy of business communication. It means treating people with respect and friendly human concern. It is a positive value, not neutral (中立的） or negative. The tone must convey positive goodwill, positive warmth, and positive interest in the reader. The courteous writer should be sincere and tactful, thoughtful and appreciative, and answer letters promptly.
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Criteria for Effective Business Writing
A business message is considered successful when: 1) the receiver interprets the message as the sender intended it, and 2) it achieves the sender‟s purposes. In order to achieve good communication, we should consider the following “six C‟s principles”. The six C‟s are both criteria and techniques for effective business writing.
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To secure the desired response, it is necessary to have an adequate knowledge of the English language and an understanding of human nature. The writer should have an acquaintance with the particular interest and, if possible, the emotions of the reader. No communication is wholly successful unless it retains the reader’s goodwill.
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The importance of successful business writing
☞ To establish a relationship ☞ To communicate your ideas precisely ☞ To convey a good image of your organization
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Developing courtesy in a letter usually involves three aspects: 1) using you-viewpoint 2) taking a positive tone 3) being conversational
Business communication is a process of exchanging information and ideas in a business setting.
Can you name some ways to communicate people in a business setting?
Courtesy, Correctness, Conciseness, Clarity, Concreteness, Completeness
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Six C‟s Principles （6C原则）
Courtesy Clarity Correctness Concreteness Conciseness Completeness
reports
e-mails voice mails letters
Web conversation
linguistic
faxes
minutes
memos
notes
telephone calls
proposals
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Why Business Writing?
The ability to write effectively is a valuable business asset. 1) a great deal of business is transacted in writing, which is involved in every part of business. 2) effective business writers can use their skill to help increase their company‟s sales and profits by promoting good relations. 3) proficiency in writing gives a personal advantage over less capable writers and contributes substantially to his/her selfconfidence---- a necessary quality for business success.
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To influence/persuade
In addition to providing information, a business messages must also influence the reader’s attitudes and actions.
外语教学与研究出版社
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Different Attitudes
We/I attitude
1.
You attitude
1.
2. 3.
4.
A large sale of our products will make our company more profitable. We are in need of fund and you must pay… We can not offer you any refund（偿还额，退款） … Obviously you forget telling us the color…
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Courtesy
Being very polite, even in asking the addressee to pay back the debts or refusing his demands, your letter still should be very mild and tactful. Being prompt in replying to the opposite part’s letter. The reply should usually be sent on the same day. If it is impossible for you to give a prompt reply in detail on the same day, you should write a short note to the client explaining why.
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Courtesy
1) Using you-viewpoint (reader-oriented) Compare:
We will accept bids until June 10. You may submit a bid(投标）until June 10. (reader-oriented) Please accept our apologies for the delay. We hope you have not been seriously inconvenienced by the delay. (reader-oriented)
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4.
Courtesy
2) Taking
a positive tone
use positive words and expressions instead of negative words and expressions Compare: The office is closed after 4. (NG) The office is open until 4. We cannot have these figures for you before next week. (NG) We will have these figures for you next week.
Welcome to my class
商务英语写作1
production, ask him to give consideration to the delivery schedule. If you speak to Mr. Wood about production, ask him to consider the delivery schedule. We require furniture which is of the new type. We require new type furniture.
Business Correspondence
Chapter One Introduction To The Course
What is communication
Communication is the process of exchanging information and meaning between or among people through a common system of symbols, signs and behaviors.
It is sincere, tactful, thoughtful and appreciative. In order to make courtesy, try to avoid irritating,
offensive, or belittling statements. To answer letters promptly Your letter is not clear at all. I can’t understand it. If I understand your letter correctly, …..
商务英语写作Unit 1 An Overview of Business Letter Writing[精]
![商务英语写作Unit 1 An Overview of Business Letter Writing[精]](https://360docs-1393072327.cos.ap-beijing.myqcloud.com/46a35798c8d376eeaeaa31fe.webp)
related values in areas such as integrity, service, and safety to ensure that
there is
Concreteness
• Your writing should be vivid, specific and
definite rather than vague, general and abstract, especially when you are requiring a response, solving problems, making an offer or acceptance, etc.
• They have a
decided advantage in regard to freight charges
• Messrs. Smith and
Richardson have been informed that they would receive an answer in a few days.
shipment.
to 10 tea-sets in
shipment was found.
We/I attitude
You attitude
1. A large sale of our
products will make our company more profitable.
2. We are in need of fund
• This letter is to inform • Since you are our
商务英语Chapter1参考译文及答案
Chapter1Learning Aims学完本章，学生应能：1．对当今社会的商务信函的几种形式有所了解；2．了解商务信函基本的布局、格式、组成，以及写作原则；3．学会写信封；4．了解其他常见通信方式，如Skype和MSN。
Background Information在当今世界，商务通信的基本原则是尽可能以最简洁的方式交换信息，以便做好生意。
书面、口头、可视化和多媒体通信的所有目标，是传递明确和深思熟虑的信息。
了解如何在这种目标下撰写商业信函，是最重要的事情之一。
技术的发展，使得商业沟通因为传真、电子邮件和其他通信方法（如Skype和MSN），变得更容易，也迫使业务人员以更快、更清晰的方式进行沟通。
虽然今天电子邮件使用最为频繁，它们使商业书信变得更随意，但仍有需要我们撰写正式商业信函的场合。
这两者其实有许多共同的写作原则。
一旦学会了如何写正式的文书，你可以很容易地了解随意的文书。
譬如，其中一些共同原则是：（1）适当的称呼依旧是两种文书礼仪的不可或缺的一部分。
（2）了解如何撰写包括介绍、支持和结束段落的主体，可有助于有效地说明商业观点。
（3）使用沟通策略——从有说服力的短语到适当的措辞——帮助说服或安抚对方。
Letter 1Letter 3Letter 4ExercisesI. Make an envelope using the following information.II. Change the following information into English address format.1. Lin FangPresident of Beijing Metal234 East Lane, Beijing 100021China2. Room 301, Buliding 5, No.120, Huazhong Road, Shenzhen, Guangdong Prov., China3. No.8 Shihua RD, Suzhou Economic & Technical Development Zone, Jiangsu Province, China4. Room 204, Building No.102, East Taishan Residential Quarter, Baoyin County, Yangzhou City, Jiangsu ProvinceIII. Arrange the following information in proper form as they should be set out in the letter.IV. Write an e-mail with header.HeaderMessageV. Correct the mistakes in the following letter。
Unit 1 Business Letter Writing商务信函写作
Phone Calls, Conversations and Meetings
The main advantage of a phone conversation is that it allows both parties to respond to each other immediately.
Tell us more detailed information on your requirements --- Will you tell us more detailed information on your requirements? --- Will / would you please tell us more detailed information on your requirements?
去除陈词滥调
We have acknowledged receipt of your letter of May10th. → We have received your letter of May 10th.
Enclosed herewith please find two copies of our latest price list for your reference. → We enclose two copies of our latest price list for your reference。
Types of Business Communications
e-mail messages, memos, letters, reports, phone calls, meetings and conversations.
E-mail Message
商务英语写作第一章
build goodwill
Overview
Criteria for effective business writing
A successful business message: (1) the receiver interprets the msg as the sender intended it. (2) it achieves the sender’s purposes.
Functions of business writing
Business writing has three functions: To inform: you explain something or tell readers something/provide information To persuade: you want to influence the reader’s attitudes and want them to act. To entertain: to build goodwill（建立友善关系/良好 的信誉）; you create a good image of yourself and of your organization- the kind of image that makes people want to do business with you
实用商务英语写作chapter 1
Simon’s letter
20 September 200X Mr Robert Roman 13/F 151 Gloucester Rd Wan Chai Hong Kong Dear Mr Roman HSBC CREDIT CARD 5411 8001 7633 8766 Thank you for your letter dated 18 September 200X. We would advise that the card fee would be automatically billed to your card account annually despite your renewed card is remained uncollected. However, annual fee can be refunded provided that the card is uncollected within a certain period and is returned to the Card Centre for cancellation. Please therefore pick up your renewed card at your earliest convenience. We are pleased to be of service. Yours sincerely S TSE Simon Tse Customer Service Officer Card Centre
which verbs can you use to state your purpose? In the box below are 12 verbs. You can use 9 of them to indicate why you are writing.
商务英语写作教程chapter 1
– Example (1)
• Dear Sirs,
•Hale Waihona Puke Re: Women’s Blouses
– Example (2)
• Gentlemen:
•
Subj: Tin Foil Sheets
•
– Sometimes, the subject line can be underscored.
• 6. 事由行
• 2. Reference and Date
– In business correspondence, reference will be given by a firm to another. Reference may include a file number, departmental code, or the initials of the signer, followed by that of the typist of the letter. They are marked as “ Our Ref: *** ” and “ Your Ref:*** ” to avoid confusion.
• Example
– Attention: Export Department – Dear Sirs,
• 4. 经办人行
– 此行通常在信内地址和称呼之间，文字下面使用或 不使用划线均可。一般在正文上方的中央部位，如 果经办人行用全齐头式，则应位于左侧边缘。
• 5. Salutation – Salutation is placed two lines below the inside address. The salutation is “Gentlemen” if the letter is addressed to an organization, even if there is an attention line directing the letter to a particular individual within that organization. – In business correspondence, the most commonly used salutation forms are: • Dear Sirs, (British Style) • Gentlemen: (American Style) • Dear Sir, • Dear Madam: • Dear Mr. Brown:
商务英语Chapter 1 Written Communication
销售部主管 行业部经理 进口&出口部经理 人事部经理 财务部经理（常务审计师 会计师） 生产部经理
Business English Correspondence
Chapter One
by Sissi
Part one Questions for consideration
1. What is foreign trade letter? 2.What are the seven C’s principles? 3.What are the functions of business letter?
The function of business letters
To inform To persuade
To entertain
BUSSINESS CARD writing
The company’s name Card holder Position/ title The address of company Postal code Telephone number Fax number E-mail address
Additional Knowledge on Business Retailing The meaning of retailing GDP GNP
Classification of retailing 1
As the form of retailing (Store retailing): Plaza Discount store Trading center/ market Corporate chains Department store Supermarket Outlet Franchise
商务英语写作 chapter 1
IV. Approaches to Organizing Business Writing V. Avoid Sentence Faults (additional)
1
Chapter
1
Chapter
An Overview of Business Writing
1. Courtesy
Taking a positive tone a. State ideas using positive language
— Don’t forget to submit your report…
— We can’t ship your goods until…
— You neglect to indicate the specification…
— Remember to submit… — You will receive your
goods… — Please send the complete
specification…
1
Chapter
An Overview of Business Writing
— Suburo completed the job two months behind the schedule.
— Suburo completed the job two months ahead of the schedule.
— The proposal was not proofread carefully.
1
Chapter
An Overview of Business Writing
商务英语写作
商务英语写作Chapter 1 Parts and Formats of Busniess Letters 商务书信写作组成部分及其格式Structure of Business LettersThere are 13 parts of the Business Letter as follows：(1) Letterhead(2) Reference and Date(3) Inside Address(4) Attention Line(5) Salutation(6) Subject Line(7) Body①Opening or Introduction; ②Details; ③Response or Action; ④Close(8) Complimentary Close(9) Signature(10) I nitials(11) Enclosure(12) C arbon Copy(13) P ostscriptChapter 2 Sales Letters建立业务关系信函地内容一般包括以下几点：怎样得知对方公司地名称和地址Means of knowing the targeted company.阐述写信地目地The purpose of writing介绍公司及产品地基本情况Introduction to your company and products.表明建立业务关系地愿望并希早日回复.Express your hope to cooperate with thecompany and to have an early reply.The heart of most business is sales—selling a product or service. Much of a company's sales effort is accomplished through the writing of effective sales letters. The suggested plan for a sales letter includes the following elements:1.An opening attracting the reader's attention.2.A section capturing the reader's interest in the product or service you are selling.3.A section fueling the reader's desire and conviction.4.A courteous, action-oriented closing.Chapter 3 InquiriesⅠ. InquiryInquiry is the first step in business negotiations and is the beginning of negotiating the import trade. The inquiry letter is written by the importer to the exporter for grasping the detailed information on specific commodities, especially on prices and the trade terms. The inquiry letters must be written directly and concretely.The procedures and principles in writing an inquiry letter(1) T ell your receiver the source of the information you have got for making inquiry at the beginning of the letter.(2) I ntroduce your identification and the products you are engaged in.(3) T ell them concretely the contents you want to know and ask them to send you catalogue, price list, samples, etc.(4) W rite the inquiring letter politely, briefly and concretely. But there is no need for excessive politeness. Words and phrases价格price 合理地价格reasonable price具有竞争力地价格competitive price 优惠地价格favorable price单价unit price 总值total value金额amount 佣金commission净价net price 折扣discount批发价wholesale price 零售价retail price现行价格（时价）current / prevailing price 国际市场价格world (International) market price Chapter 4 Reply to InquiriesReply to InquiriesLetters of reply to inquiries are messages that provide the reader with information about products or services. The reply may be a positive or a negative one.Positive ReplyA favorable reply to a letter of inquiry about a product or service must be accurate and comprehensive.The response to a letter of inquiry should be timely, certainly within a few days.The suggested plan for a positive reply to an inquiry about a product or service includes the following elements:1.Show your appreciation of the inquiry.2.Provide all the required information and, if necessary, additional details of interest to the reader.3.Include a sales appeal, stressing the competitiveness of the product or service in quality, price or other terms and conditions.4.End courteously. When appropriate, suggest the action you would like the reader to take.Negative ReplyWhen you decide that a negative reply is inevitable, you need to make the best of the situation by giving a courteous explanation of the facts and reasons to maintain a positive customer relationship.A suggested plan for preparing a negative response to an inquiry, using the indirectapproach, includes the following elements:1)A neutral or buffered opening that helps neutralize the situation.2)A review of the facts and an analysis of the reasons necessitating the refusal.3)A statement of refusal (and counteroffer if appropriate).4)A courteous closing with, if appropriate, action orientation.Chapter 5 Offers and Counter ProposalsOffer LettersOffer is the price of making transaction of a certain product offered by the exporter according to some given trading terms. The person making the offer is called “offeror”, while the person receiving the offer is called “offeree”.Firm Offer （P51,Case Study)实盘,确盘（不能还价,而且有时间限制）Non-firm Offer (P53, Example 2)虚盘（可以还价）Non-firm Offer虚盘是发盘人做出地非正式报盘,没有有效期限,但常常注明其确认地条件,如：subject to our final confirmation以我方最后确认为准E.g. We are now making you an offer subject to our final confirmation.现报盘,以我方最后确认为有效.without engagement此报盘无约束力We are now making you the following offer without engagement.现报盘如下,此报盘无约束力.subject to the goods being unsold以货物未被售出为准We are now making you a special offer subject to the goods being unsold.我方向你方报特惠盘,以货物未被售出为准.subject to prior sale以先售为准We are now making an offer for air-conditioners as follows, subject to prior sale.我方现报空调盘如下,以先售为准.Counter-offerCounter-offer is the response or reply of the offeree to the offeror during negotiations for signing the contract. There are 2 kinds of replies, one of which is favourable for its showing the offeree’s acceptance, and the other is unfavorable for its showing the acceptance of the offeree together with the suggestions of some additions, restrictions or amendments. The latter kind of reply is called counter-offer.The counter-offer letter(1) Expressing thankfulness to the offeror.(2) Expressing regretfulness to the offeror for not being able to accept the offer.(3) Indicating the reason for not accepting the offer.(4) Making counter-offer.(5) Urging the offeror to accept your counter-offer.Chapter 6 Orders and SuppliesThe General Procedures of Transaction NegotiatingsAfter carrying out some procedures of transaction negotiatings in import and export trade, such as inquiry, offer, counter offer,etc., and after reaching to the acceptance of both sides, the Contract or Sales Confirmation or Purchase Confirmation may be signed.Placing Orders1. The use of the ordering letters(1) The letter for ordering single commodity is written in letter writing style.(2) The order for many kinds of commodities is made by the listing style.(3) If there is any ready-made order sheet, fill it in a rather perfect way.(4) If there is any ready-made unfilled Purchase Confirmation, fill it as well in a perfect way.Content of OrdersOrders placed by letter should include an accurate and full description of goods required; catalogue numbers; quantities; prices; delivery requirements (e.g. date of delivery, mode of transport, and whether carriage paid or carriage forward); the agreed terms of payment. If the order is for more than two items, these should be numbered so as to lessen the chance of items being overlooked. Orders through telephone should be confirmed in writing.How to answer an orderExpress your thanks for the order and make an acknowledgement about the orderAdd a favorable comment on the goods orderedGive your reference numberRestate the contents of the orderAdditional Infor. to the other products likely to be interesting to the buyerChapter 7 Letters Concerning ShipmentKinds of Transportation in International TradeOcean Marine transportation, rail transportation, air transportation, highway transportation, river transportation, postal transportation, etc. The Ocean Marine Transportation has won its advantages of large holding capacity and low freight, so in spite of its disadvantages of slow navigation speed and strong risks, it still makes up over two-thirds of the total freight volume of the transportation in international trade.Three parties involved in the movement of the goodsthe consigner(发货人) —who sends the goods;the carrier(承运人)—who carries them;the consignee(收货人)—who receives them at the destination.Advice of Goods Ready for DispatchCase Study (Page 86)The structure of an advice of goods ready for dispatch is as follows:1.At the beginning, the seller informs the buyer that the goods ordered have been ready for shipment.2.The seller then details the arrangements for shipment.stly,the seller expresses his wishes.Shipping InstructionsCase Study (Page 87)Shipping instructions are sent by the buyer to the seller and usually include the following three parts:1.The buyer tells the seller that the relevant L/C has been established.2.The buyer then puts forward some instructions concerning the date of shipment, name of the vessel, or the quality of the products, and so on.3.In the last part, the buyer expresses good wishes or shows that he is expecting the shipping advice. Shipping AdviceIn international trade the buyer sometimes sends the shipping instructions (including shipping requirements) to the seller. Sometimes the buyer will write to the seller for informing the seller of effecting shipment in time in case of shipment delay.After the shipment of the goods, the seller will send the buyer the Shipping Advice to inform the buyer the related shipment details, the contents of which are as follows:(1) T he date of shipment(2) T he shipped goods(3) T he way of shipmentShipping Documents may includes: 装运单据应包括commercial invoice 商业发票packing list 装箱单weight memo 重量单；磅码单certificate of origin 原产地证明certificate of inspection 检验证明bill of lading 提单insurance policy 保险单Urging ShipmentCase Study (Page 92)In this kind of letter, the buyer should:1.Draw the attention of the seller that the ordered goods have not been received yet or no news has been heard about shipment.2.Reiterate the importance of punctual delivery and the possible loss a delayed delivery of the goods may entail.3.Urge the shipment of the goods in a tactful way.部分常用地出口包装容器：Bag 袋；包Carton 纸板箱Box 盒;箱Crate 板条箱Polybag 塑料袋Cask 木桶Keg 小圆桶Drum 铁皮圆桶Bale 包；布包Bundle 捆Case 箱Wooden case 木箱Sack /Gunny bag 麻袋Can 听,罐头Tin 听,罐头Barrel 琵琶桶Chapter 8 Letters about L/C PaymentTerms of payment frequently used （支付方式）L/C ---confirmed, irrevocable L/CT/T (telegraphic transfer)电汇是汇款人将一定款项交存汇款银行,汇款银行通过电报或电传给目地地地分行或代理行（汇入行）,指示汇入行向收款人支付一定金额地一种汇款方式.【也就是一般先付30%地定金,货收到之后再付剩下地.】M/T (mail transfer)信汇是指汇款人向当地银行交付本国货币,由银行开具付款委托书,用航空邮寄交国外分行或代理行,办理付出外汇业务. 【简单地说就是买方委托银行开付款委托书】Language pointsL/C 常用搭配covering/regarding+goodsfor the amount of+ amountin one’s favor+beneficiaryfor one’s account+ payerwith/through+ issuing bankThe Procedures of Payment Effecting by L/C 信用证地支付流程(1) T he importer applies to its local bank for opening an L/C.进口商向其当地银行申请开立信用证.(2) The opening bank of the importer opens the L/C.进口商开证行开证.(3) The opening bank sends its L/C to the advising bank entrusted by the exporter and the advising bank sends its L/C information to the exporter.开证行将信用证寄给出口商委托地通知行,通知行将信用证通知递交出口商.(4) The exporter checks the L/C. If there are any errors or any terms which the exporter can not accept, thenasking the opening bank to amend the L/C is necessary. If the contents of the L/C are in conformity with the requirements, the exporter should effect shipment, prepare the draft and send the draft together with all of the shipping documents to the advising bank for negotiating.出口商收到信用证后进行审查,如有错误或信用证内某些条款不能接受,应及时要求开证行修改.如信用证地内容符合要求,就完成装运,取得运输单据,制作汇票,并将运输单据及汇票递交通知行要求议付.(5) The advising bank sends the draft and the shipping documents to the opening bank for its effecting payment.通知行将汇票和装运单据寄给开证行要求支付.(6) The opening bank sends the draft and the shipping documents to the importer.开证行递交汇票及装运单据给进口商.(7) The opening bank remits the money for goods to the advising bank. At this time the opening bank is also called the paying bank.开证行把货款汇给通知行(此时开证行也叫付款行).(8) The advising bank transmits the money for goods to the exporter.通知行将货款转给出口商.The Classification and the Kinds of L/C s1. Classified according to the payment effecting time(1) The sight L/C 即期信用证(2) The usance L/C 远期信用证即期信用证:开证行或付款行在收到符合信用证条款地汇票或单据（不要求提交汇票）后立即履行付款义务.远期信用证:见单后若干天或者付款.交单日到指定付款日称有效期；时间越长对进口商（融资）越有利.2. Classified according to the Possibility of Revocating(1) The revocable L/C 可撤销信用证(2) The irrevocable L/C 不可撤销信用证---可撤销信用证是指开征行可以不经过受益人地同意,也不必事先通知出口商,在出口地银行议付之前,有权随时撤销信用证或修改信用证地内容.但是一般应通知原通知行；通知到达前若已经付款、承兑、议付,则开证行应承认并偿付.---不可撤销信用证是指信用证一经开出,开征行便承担了按照规定条件履行付款地义务,在信用证有效期内,除非得到信用证有关当事人地同意,开证行不能随便撤销或修改信用证地条款.其特点是：确定付款承诺；信用证地不可撤销性.3. Classified according to the necessity of being confirmed by another bank(1) Confirmed L/C 保兑信用证(2) Unconfirmed L/C 不保兑信用证---一家银行所开地信用证,经另一家银行保证,对符合信用证条款规定地单据履行付款,经过这样保兑地信用证叫保兑信用证.---未经另一家银行在信用证上加保兑地为不保兑信用证.4. Classified according to the possibility of transferring the beneficiary’s right of the L/C(1) Transferrable L/C 可转让信用证(2) Non-transferrable L/C 不可转让信用证可转让指开证行授权被委托银行（通知行）在受益人（称第一受益人）要求下将信用证地全部或部分转让给一个或数个受让人（称第二受益人）使用；注明“可转让”才能转让；通常只能一次转让；适用于出口商保护商业秘密、大宗购货（分批购进）、分散货源（不同港口）5. Classified according to the possibility of revolving(1) Revolving L/C 循环信用证(2) Non-revolving L/C 非循环信用证6. Classified according to the possibility of automatic revolving(1) Automatic revolving L/C 自动循环信用证(2) Non-automatic revolving L/C 非自动循环信用证7. Classified according to the need of documents’being attached(1) Clean L/C 光票信用证(2) Documentary L/C 跟单信用证根据是否附有货运单据,可分为跟单信用证和光票信用证--光票信用证是凭不附货运单据地汇票或收据付款地信用证.---跟单信用证是凭附带货运单据地汇票或仅凭单据付款地信用证.L/C Checking and L/C Amending信用证审核内容：1.信用证地种类及条款与合同一致.2.信用证中地两个主要当事人,即开证人和受益人地名称必须准确无误.3.信用证中地合同号码是否正确.4.信用证是否有效.5.信用证金额应与合同规定一致.6.付款是即期还是远期.7.信用证有效期、交单期及到期地点是否充裕.8.货物或商品地说明必须与合同一致.9.装运港及目地港必须与合同一致.10.有关保险地规定应与合同一致.11.信用证中是否存在其它不合理地要求.Chapter 9 Letters about Debt CollectionA series of collection letters usually proceed in such three stagesThe First Collection LetterThe Second Collection LetterThe Ultimatum Collection Letter .(red papers)The First Collection Letter：The first collection letter sent to the customer should be a gentle and friendly one. While writing the letter, assume that the customer probably has forgotten to make the payment, so be courteous and invite him/her to pay promptly.掌握写作要领1. Be courteous in your first collection letter.2. Be persuasive rather than threatening.3. Include the necessary details:The amount owed by the customer；The length of time the bill has been overdue； What specific action the customer should take4. Encourage prompt response and contact.The Second Collection Letter ：After sending the normal number of reminders without success, you must write to emphasize the personal touch. Your purpose at this stage is to learn why payment hasn’t been made, and to ask for immediate payment.掌握写作要领1. Choose a firm tone for your letter.2. Remind the recipient of your previous collection letters.3. Remind the recipient of all the necessary details:The amount owed by the recipient；The length of time the bill has been overdue；The additional amount of late charge if there is any4. Tell the recipient what kind of legal action will be taken if the final collection effort fails.Chapter 10 Claim and Adjustment LettersInsurance Contract(保险合同)1.Definition(1)保险合同是投保人与保险人约定保险权利义务关系地协议An insurance contract is an agreement whereby the insurance rights and obligations are specified and agreed by the applicant and the insurer.(2)投保人——the applicant 是指与保险人订立保险合同,并按照保险合同负有支付保险费义务地人. An applicant refers to the party who enters into an insurance contract with an insurer and is obligated to pay the premiums under the insurance contract.(3)保险人——the insurer是指与投保人订立保险合同,并承担赔偿或者给付保险金责任地保险公司. An insurer refers to the insurance company which enters into an insurance contract with an applicant and is obligated to make indemnity or payments of the insurance benefits.(4)被保险人——the insured被保险人是指其财产或者人身受保险合同保障,享有保险金请求权地人,投保人可以为被保险人.The insured refers to anyone whose property or person is protected by the insurance contract and who is entitled to claim for compensation. An applicant may be the insured.(5)保险目标——The subject matter 保险目标是指作为保险对象地财产及其有关利益或者人地寿命和身体.The subject matter of the insurance refers either to the property of the insured and related interests associated therewith, or to the life and the body of the insured, which is the object of the insurance.(6)保险事故——insured event 保险事故是指保险合同约定地保险责任范围内地事故.An insured event refers to an event falling within the scope of cover under the insurance contract.(7)保险金额——the insured sum 保险金额是指保险人承担赔偿或者给付保险金责任地最高限额.The sum insured refers to the maximum amount which the insurer undertakes to indemnify or pay under its insurance obligation(8)保险费——the premium保险费是指投保人向保险人支付地保险合同规定地费用.The premium refers to the charge that the applicant pays to the insurer as specified in the insurance contract.海洋运输货物保险地基本险(basic risks coverage)有三种.(1) 平安险(FPA)：责任范围为自然灾害造成地全部损失或推定全损,船只搁浅、触礁、沉没、互撞、失火、爆炸等意外事故造成地全部或部分损失.Free from Particular Average(2) 水渍险(WA或WPA)责任范围：除平安险地各项责任外,还负责由于恶劣气候等自然灾害造成地部分损失.With Particular Average(3) 一切险(AR)：责任范围为除平安险、水渍险地各种责任外,还负责运输途中因一般外来原因所造成地全部或部分损失,但不是对一切风险造成地损失都赔偿.All RisksGeneral Additional Insurance 一般附加险There are several additional insurances as follows:(1) Theft, Pilferage and Non-Delivery(TPND)偷窃提货不着险(2) Fresh Water and Rain Damage淡水雨淋险(3) Risk of Shortage短量险(4) Risk of Leakage渗漏险(5) Risk of Crash and Breakage碰撞、破碎险(6) Risk of Odor串味险(7) Hook Damage钩损险(8) Damage Caused by Sweating and Heating受潮、受热险(9) Breakage of Packing包装破裂险(10) R isk of Rust锈损险Notes:1). 办理保险：Arrange / cover / effect / provide / take out insurance2). Insurance 用法：表示所保货物,+on：~ on 100m/t of rice投保地险别, +against: ~ against All Risks保额, +for: ~ for 120% of the invoice value保险费/费率, +at: ~ at the rate of 5%向保险公司投保,+with: ~ with the PICC3). 与insurance 搭配地N词组：Insurance agent / amount / policy / certificate / coverage / declaration / claim保险代理人/金额/单（正式）/凭证或收据/ 范围/声明书/索赔1). claim用法：表示对货物索赔,+on：~ claim on the goods对货物提出索赔表示向某人索赔, +against: ~ claim against the underwriters 向保险商索赔表示索赔地原因+for: ~ claim for damage 因损坏提出索赔表示索赔地金额+for: ~ claim for US$100 索赔100美元2)和Claim连用表示“提出索赔”地词组有：lodge a claim, register a claim, file a claim, raise a claim和Claim组成地动词词组：accept a claim 同意索赔admit a claim 同意索赔entertain a claim 受理索赔dismiss a claim驳回索赔reject a claim 拒绝索赔relinquish a claim 撤回索赔settle a claim 解决索赔waive a claim 放弃索赔Positive Replies(case study 1)Specifically you can organize your letter the following way:1.Give the good news first or try to get in step with your reader, thanking him or her for his or her thoughtfulness or agreeing with one of the writer’s comments.2.Explain the mistake. Don’t blame employees; don’t promise it won’t happen again; don’t say it was bound to happen. Just give a detailed explanation of the mistake.3.Close the letter with a friendly note.Negative Replies (case study2)Here are some suggestions that may help you write adjustment letters:1.Begin by making a pleasant opening statement and show your customer that you understand his or her problem and that his or her claim has been carefully considered. Express your concern over the writer s troubles and your appreciation that he has written to you. In other words, begin with a buffer; don t state the refusal right away.2.Explain the reasons why the request cannot be granted in as cordial and noncombative manner as possible.3.Try to offer some partial or substitute compensation or offer some friendly advice (to take the sting out of the denial).4.Conclude the letter cordially, perhaps expressing confidence that you and the writer will continue doing business.。