商务沟通10-13.doc

Chapter 10 Business MemosLEARNING OBJECTIVES know the definition of memos; identify the types of memos; explain the communicative purposes of memos; choose the appropriate format to write business memos; understand the language features of memos. Memorandum, also called memo or internal memo, is a kind of simple and efficient internal communication within a business organization. 商务备忘录 (memos) 是商业机构内部和企业内部用来联系工作、交流信息和处理一般公务常采用的一种文体。 备忘录“memos”是英文 “memorandum”的缩写形式。备忘录一词源自拉丁语“memoro”（提到，想起，涉及）和 “gerundive memorandum”（令人难忘）。PRINCIPLES FOR LESSON PLANNING business memos 商务备忘录 memos of minutes synopsis 会议纪要式备忘录 memos of legal documents 法律公文式备忘录 PRINCIPLES FOR LESSON PLANNING formal memos 正式备忘录 simplified memos 简化备忘录 Classification of Business Memos hard-copy memos 打印备忘录 electronic memos 电子备忘录 Informative Memos 信息类备忘录通常用来传递或解释公司的政策方针和公告等。 作为决策性的文件(decision-making documents)，信息类备忘录的结构和语言必须清楚、简洁。 此外，还可以借助一些辅助手段，使所传递的信息更加准确、清晰。Request Memos Persuasive Memos交际目的 提供记录(offering records)。备忘录用来记录公司制定或修改的规定、决议和政策，便于日后查询参考； 传递信息(conveying information)。备忘录还用来将记录的内容传递给相关人员或通报项目进展情况等； 提出指示、请求和建议(giving direction, request and proposal)。公司的管理者常以备忘录形式传递指令，或就某一计划项目提出建议。Linguistic Features 简洁性(conciseness)。备忘录的功能和目的之一是为了方便交流，应避免使用冗长、修饰性的文字，做到直截了当、意义明确，便于阅读； 准确性(correctness)。备忘录必须以准确的语言表达正确、完整的主题； 清晰性(clarity)。备忘录应做到主题突出，层次分明，可读性强。为了清晰地表达内容，有时需附有范例、说明、图示等；Linguistic Features 礼貌性(courtesy)。撰写备忘录应本着真诚体贴、有礼有节、不卑不亢的态度，以婉转、积极，得当等方法进行写作。 客观性(positive tone)。备忘录是一种公务文件，撰写时应注意遣词造句的客观性，避免使用带有个人感情色彩、个人见解的词语，尽量采用中立、客观的语气。Title 标题部分 u 备忘录的标题仅为一个词 “MEMO”或 “MEMORANDUM”，或内部备忘录(Internal Memorandum)，办公室间备忘录(Interoffice Memorandum)，位于首页正中。u 一般情况下，在印制好的备忘录专用纸张上，标题一般位于公司名称和徽标(logo)下方。 Heading 开头部分 u 备忘录的开头与标题之间空两行，包括收件人(To)、发件人(From)、日期(Date)和事由(Subject)四部分。u 格式布局一般采用纵向垂直和横向水平两种。 MEMORANDUMTO: Frank Connors, Security ManagerFROM: Jack Victors, Security SupervisorDATE: 15th March, 2007SUBJECT: Incident Report-Damage to Medical Equipment MEMORANDUMTO: Frank Connors, DATE: 15th March, 2007 Security ManagerFROM: Jack Victors, SUBJECT: Incident Report Security Supervisor Damage to Medical Equipment MEMORANDUM TO: (readers names and job titles) FROM: (your name and job title) DATE: SUBJECT: (specifically what the memo is about) Make sure you address the reader by her or his correct name and job title. Courtesy titles are not necessary but make sure you spell everyones names properly and dont use informal nicknames. Use a job title after your name, and hand write your initials by your name. This confirms that you take responsibility for the contents of the memo.Subject 事由 事由必须简洁而涵义丰富，应概括主题思想，供读者快速识别其主要意图(intention)，判断应由哪个业务部门处理、与自己是否有关等。 事由通常使用缩略形式，不加冠词，没有必要是完整的句子，结尾不加句号；应是详细的、吸引人的、谈话式的(即含有一个动词形式)。 Subject: Three Promotional Items to Showcase at Our Next Trade Show(而不是Trade Show) 通常情况下，人们会采用描述型事由，来概括备忘录的主要内容。然而，信息型事由更为详细、具体。 Descriptive Staff Training Board Meeting Informative Proposal for Staff Training Board Meeting to Discuss Dividend Increase 撰写事由可以遵循以下建议： 内容不宜过长，能简要表达其主旨即可； 以5Ws（who, what, when, where and why）作为线索，谋划和撰写内容； 如需要特殊强调，可用大写字母书写。Body 正文部分 备忘录的正文部分是其主体部分，即信息内容。 依据其主题内容，正文部分的篇幅可短至一两句，也可长达几页。 如果涉及两个主题，为避免使备忘录过长的话，可将其变成一个报告，并附带一份备忘录进行简要说明。 Notations 注释部分 多数情况下，备忘录最后会附有与内容相关的各种表格、图表等注释，以证实所提供的信息真实、可靠，且言之有据。 同时，要提及所附加的附件，并在最后加上一句话以表明附件内容。 Attachment(s)/Enclosure: Several Complaints about Product, January, 2006 如果备忘录由助理或秘书经手的，起草人和助理都应标注他们的姓名缩写。前者以大写字母的形式出现，后者以小写字母的形式出现。 EIB: pjc IMK/pjc 当备忘录要分发给其他人，或其副本(copy notation)要发送给多名商业伙伴或其他有关当事人，并列举这些收件人的姓名。 Distribution: Jeffrey Jones C/ CC: Jeffrey JonesGuidelines for the Format Memos have one-inch margins around the page and are on plain paper. All lines of the memo begin at the left margin. The text begins two spaces after the subject line. The body of the memo is single-spaced, with two spaces between paragraphs. Second-page headings are used, as in business letters. The second page includes who the Memo is to, the page number, and the date. The sender usually signs the Memo using initials, first name, or complete name. 除非公司另有具体要求，商务备忘录格式的基本要求并无太多变化； 开头部分中 “to”, “from”, “date”和“subject”可全部大写，也可以只大写首个字母。这一组词用作标题时，可用冒号，也可不用标点。 备忘录所有的内容通常左对齐(the left margin)。 正文部分，在事由或主题行后两倍行距开始。 如备忘录不止一页时，应在第二页左上角标注收件人，日期和页码。 Jeffrey Jones Feb. 26, 2002 page 2 字号、下划线、黑体以及斜体的使用和调整，可以使开头部分和重要信息更加醒目； 列举数字序号，可使读者更容易浏览信息。但需要注意的是，列举要符合语法规范； 发件人签署备忘录通常使用姓名缩写，或名字，或完整的姓名； 需要时，将打字员姓名的首字母写在正文结束空两行的位置； 需要时，将附件写在打字员姓名的首字母下面空两行的位置。 See page 121 sample 10-2Process for Organizing Memos See page 122 table 10-1 Direct Order Use the direct order in a memo that contains good news for the receiver or that makes a routine request. Present the main idea first, followed by supporting information. Indirect Order Use the indirect order in memos that contain bad news or that try to persuade the receiver. Give the reasons for the bad news before presenting the main idea. In persuasive situations, receivers are more apt to do what you want if they understand the reasons in advance.Opening Segment Begin writing your business memo by stating the problem-that is, what led to the need for the memo. Perhaps a shipment has not arrived, a scheduled meeting has been canceled, or a new employee is starting tomorrow. After stating the problem, indicate the purpose clearly: Are you announcing a meeting, welcoming a new employee, or asking for input on adopting a new policy about lunch hour length?Discussion Segment As you write the business memo, in the discussion segment, give details about the problem, Dont ramble on incessantly, but do give enough information for decision makers to resolve the problem. Describe the task or assignment with details that support your opening paragraph (problem).Closing Segment After the reader has absorbed all of your information, close with a courteous ending that states what action you want your reader to take. Should they hand email their reports rather than hand in hard copies? Attend a meeting? Except for memos that are essentially informal reports or instructional documents, write a business memo no more than one page long. In a memo, less is more.Summary Segment If your business memo is longer than a page, you may want to include a separate summary segment. This part provides a brief statement of the recommendations you have reached. These will help your reader understand the key points of the memo immediately. Suppose that you (Tony Party) are a supervisor of a big company. The chief of operation (David Green) wants to adopt the “punch-in”(上班打卡) system to increase productivity. You write a memo which covers the following issues: You agree with David in terms of increasing productivity in the company; You express doubt that “punch-in” system can be effective; You would like to meet David to discuss other means of incentives(激励).Memo To: David Green, Chief of Operations From: Tony Party, Supervisor Subject: Comments on the “Punch-in” system Date: March 22, 2009 This is further to your memo dated March 20, 2009, in which you proposed that employees adopt the “punch-in” system. I fully agree with you that we must increase productivity. As far as your proposal that if the “punch-in” system is adopted, we would have a tighter control over the employees is concerned, however, I dont think so. I personally think that, to accomplish this, we should give the employees more incentives to work faster. I feel that if we (the supervisors) could meet with you, we could discuss different possibilities to create such incentive. Your consideration of this suggestion would be appreciated. T. P. Thank you! Memorandum, also called memo or internal memo, is a kind of simple and efficient internal communication within a business organization. MEMORANDUM TO: (readers names and job titles) FROM: (your name and job title) DATE: SUBJECT: (specifically what the memo is about)Process for Organizing Memos Chapter 11BUSINESS MINUTESACTIVITY: REFLECTIONLEARNING OBJECTIVES identify the types of minutes; explain the communicative purposes of minutes; understand the language features of minutes; use note-taking as a tool for meetings. 会议记录是会议内容的正式书面记录，对于任何一个公司或机构来说都是至关重要的。 Definition of Minutes 英语中会议记录“minutes”一词来自拉丁语“minutus”（较小、微小）。 会议记录不是指会议期间的笔录(notes of meetings)，而是指在会议过程中，由专门记录人员把会议的组织情况和具体内容如实地记录下来，而后再对笔录或录音形成的会议情况材料进行整理而形成的文本资料。逐字记录型会议记录(verbatim minutes) 逐字记录型会议记录将会人员讲的每一句话，发生在会议上的一切事情都记录下来。由于其内容较长，且单调乏味，不便于记录和阅读，因此，目前几乎不使用此类会议记录。 决议型会议记录(minutes of resolution) 决议型会议记录主要是记录与会人员在会议上做出的决定。 叙述型会议记录(minutes of narration) 叙述型会议记录简要概括会议中直接关系到会议决议的与会人员发言、讨论的内容。 行动型会议记录(minutes of action) 行动型会议记录除了记录与会人员的发言、讨论的内容外，还要重点指出将要实施的措施和具体项目的负责人，是叙述型和决议型记录的综合。 会议记录是记载会议基本情况和内容的会议文书之一，可为日后分析、研究、处理有关问题提供重要依据； 可作为书面文件，下达与上报会议精神，以使有关人员了解、贯彻会议有关决议、指示； 可作为编写会议纪要(synopsis of minutes)和会议简报的基础及重要的参考资料。 Sharon left the room in tears.Structural Features MINUTES EXECUTIVE COMMITTEE MEETING THE INTERNATIONAL ORGANIZATION OF MATERIALS, METALS & MINERALS SOCIETIES (IOMMMS) 2001 Joint Statistical Meetings in Atlanta, GAExecutive Business Meeting Minutes Time and Date: 8:00 AM 12 Noon on Monday, August 6, 2001 Venue: Downtown Atlanta Georgia Marriott Marquis Rio Grande Conference Room Attendees: Gladys Reynolds (Chair), Christopher Standard, Robert Bell, Deborah Swayne, Javier Rojo, Donald Martin, Jackie Hughes-Oliver, Shelton Jones, and Ramon Leon (guest invited to speak now joining the committee) Opening Statement开场白 开场白也称为会议背景，其作用表明会议召开的目的，或为将要讨论的议题提供背景信息，应简洁易懂。其表述形式有下列三种： 表明会议讨论的议题； 对上次的会议记录给予肯定、称赞； 宣布会议开始。Business Arising议题 会议过程中讨论和研究的议题，应以段落或要点罗列的形式组织，简要概括各种不同的原因。 该部分内容的写作应体现客观、公正的态度，不夹杂个人看法和观点。 该部分的主要作用在于明确会议召开的目的，即此次会议的议题或中心。内容比较简短，语言概括性强。 Conclusion结论 会议记录的结论应清晰、简洁，如果讨论议题不同，可以分别总结和概括，不应统一做出结论。 如果会议的主持人没有作出结论，撰写者有必要进行总结，因为它是个人或部门实施行动的主要依据。因此，应明确、清楚地表达结论的内容和涉及的对象。 Adjournment The meeting was adjourned at 10:40 a.m. The next regular meeting is scheduled for 8:30 a.m. on June 20. Respectfully submitted, Terry King, Secretary Enc: Appendix A: Hardware and Software Allocations C: Department Heads Director of Purchasing Corporate Executive Council 基本情况部分的 “Date and Time”, “Venue”, “Present” , “Observers” , “Attendance” 和 “Apologies”可全部大写，也可以只是大写第一个字母。这一组词用作标题时，可用冒号也可不用标点。 会议记录所有的内容通常左对齐； 字号、下划线、黑体以及斜体的使用和调整可以让开头部分和重要的信息凸现； 用数字序号的列举可以使读者更容易浏览信息； 将记录人或打字员的姓名写在正文结束空两行的地方； 需要时，将附件字样写在打字员姓名下方两行的位置； 每项决议或事实除有编号外，都要加上小标题，以总括每项的中心思想； 凡日期、数字和金额都要列举清楚，特别是金额，除用数字外，最好要加上文字，以确保准确。 所有会议记录的正本，必须有主席和秘书签字，才称得上完备。而且都要放在会议记录簿中，存放在公司注册的办公地点，以便有关人士查阅。Components of Formal MinutesGuidelines for Writing Minutes See Table 11-1 on page 133 Before the meeting During the meeting After the meeting 会议召开之前，人们常常会将此前会议中涉及的有关事宜或项目作简要说明和总结。 记录一个人的发言来说，要记其发言要点、主要论据和结论，论证过程可以不记。就记一句话来说，要记这句话的中心词，修饰语一般可以不记。 注意上下句子的连贯性、可读性和实用性。写作要点为： 以小标题划分层次； 不带岐视性或攻击性言语，态度保持中立； 提及人名和其他任何名称及标题时一般使用全名或全称； 突出强调会议之后需要落实的事项以及规定期限 Agenda 议事日程 议事日程对会议的整体进程及会议记录的撰写起到统领和导向作用。 See Sample 11-1 一般包括：会议召集(convening)、主持人宣布开会(call to order)、与会人员名单(roll call)、会议记录的批准 (approving minutes for meeting)、大会报告(conference reports)、新议题(business arising)、结束语或休会 (adjournment)，概述将要讨论的每一项事宜。Different Types of Business Minutes 叙述型会议记录主要采用陈述语气记录会议的过程和内容。 语言特点表现为：多用陈述句式，句子结构简单、清晰，使用常见词语。 See Sample 11-2 Different Types of Business Minutes 主要针对会议中的各项决议、措施和讨论结果进行记录和撰写。语言多为概括性语句，多用抽象名词。 See Sample 11-3决议事项 Resolutions 记录会议的结果，如会议的决定、决议或表决等。同时突出： 会议中心议题以及围绕中心议题展开的有关活动； 会议讨论、争论的焦点及其各方的主要见解； 权威人士或代表人物的言论； 会议开始时的定调性言论和结束前的总结性言论； 会议已决或议而未决的事项； 对会议产生较大影响的其他言论或活动。 Different Types of Business Minutes 行动型会议记录是叙述型和决议型会议记录的综合。行动型会议记录的内容重点，主要是针对会议上提出的某一项目或方案的实施步骤和过程，进行详细记录。内容包括具体的措施、进展程度和负责人等。 See Sample 11-4Using Specific Words See table 11-2 on page 138Using Passive Voice被动语态的运用 We are still designing the cloth products. The cloth products were still being designed. We all agree that the date of shipment should be changed. It was agreed that the date of shipment should be changed.Using Past Tense过去时态的运用 通常情况，会议记录者使用叙述的方式来记录已经结束的会议过程和内容，所以在撰写会议记录时，经常把现在时态转化成过去时态。 Using Indirect Speech间接引语的运用 会议记录的撰写者实际上是在转述会议的内容，所以通常多用间接引语来进行叙述。 I will ask the secretary to arrange for their visit and booking room in hotel. Mr. Wand said that he would ask the secretary to arrange for their visit and booking room in hotel.Change the following information into minutes of narration. The Director said “I would like to propose that the annual subscription to the department be increased from $1200 to $2000 with effect from 1 July 2001. Could I have a seconder please?” (Ms. Smith seconded.) The Director then asked “All those in favor?” and all members raised their hands. “Then I declare the mention carried unanimously.” The Director proposed that the departments annual subscription should be increased from $1200 to $2000 with effect from 1 July 2001. Ms. Smith seconded this proposal and the motion was carried unanimously.Using Stenography, Abbreviation and Symbols速记、缩写或特殊符号的运用 常使用简称、简化词语和统称以省略附加成分； 较长的词组、句子的后半部分画一曲线代替； 省略引文； 记下起止句或起止词即可以便会后查补。 用较为简便的写法代替复杂的写法。 See Table 11-4 Try to convey the brief notes into the full sentences.(1) Prod. Dept = resp. for Comp. Poor perf. Q1(2) Shldintake grad. engs. b4 end yr.(3) Prosps for future, strongly rec.staff sals. (1) The Production Department is responsible from the companys poor performance in the first quarter. (2) I think we should increase our intake of graduate engineers before the end of next year. (3) Prospects for the future are poor. So, Id strongly recommend a decrease in staff salaries. Thank you!Definition of Press Releases A press release is a targeted statement that an organization, group or individual can make to notify the public regarding its product, service, or business. It can be called a kind of “free” advertising that lets the publicpotential customersget some information about its business. Communicative Purposes Providing Timely Information 提供即时信息 Meeting Media Needs 满足媒体需求 EnhancingInfluence on the Public 提升大众影响力Linguistic Features 准确性 Accurate 简洁性 Concise 可读性 Readable 客观性 Objective 条理性 LogicalStructural Features of Press Releases 企业标识 Title/Logo 发布指示 Release Time 联系信息 Contact Information 标题和副标题 Title and Subtitles 正文 Body 导语 Lead 结尾 EndOther Components of Press Releases 图片Pictures/Photos 情况说明书 Fact Sheet 样板文件 Boilerplate 人物简历 Biography倒金字塔式结构Inverted Pyramid Structure遵循“5W+1H”原则 有关的新闻稿事件(what happened) 发生的时间(when did it happen) 地点(where did it happen) 人物(who were involved in it) 原因(why did it happen) 经过(how did it happen)Worlds Largest Gathering of Coffee Professionals Heads for Atlanta, April 15 19 2009Specialty Coffee Association of America 21st Annual Symposium and Exposition To Be Held at Omni Hotel CNN Center and Georgia World Congress Center LONG BEACH, Calif. - The Specialty Coffee Association of America (SCAA), host of the worlds largest gathering of coffee professionals, announces a new name, new schedule, new format, and new pricing for its 21st annual event. The SCAA Annual Symposium and Exposition will begin on Wednesday, April 15 and conclude on Sunday, April 19, 2009. This new schedule adds a full day to the event and features a The Symposium, to be held at the Omni Hotel CNN Center, on Wednesday and Thursday, April 15 and 16. This executive-level series targets leaders and experts in the coffee sector and is designed to encourage dialogue about the future of the industry. The in-depth symposium will address topics such as climate change and the global outlook for supply, immigration and its impact on the labor force, and the implications of recent scientific advancements on coffee production. In addition to changes in schedule and format, SCAA is announcing greatly reduced fees, just $95 for the exposition and lectures from Friday, April 17 through Sunday, April 19 if you are a member of the association. SCAAs popular hands-on training workshops will continue to be offered for additional fees. This year, the World Barista Championships (WBC) returns to the United States and SCAAs annual event. Baristas from all over the world will compete for the title of worlds best barista from Thursday, April 16 through Sunday, April 19. # Chapter 13 商务报告是某一企业内部或与其他企业之间传递信息，进行沟通的一种工具，是报告人针对某种特殊的商务目的，向一个或多个人或主管部门提供的公正、客观、有计划的、较为详细的事实陈述(factual statement)。 商务报告可以为决策的制定(decision-making)提供必要的信息、帮助当事人了解复杂的商业情况(complicated business conditions)、计划进程、提供解决问题 (problem-solving)的方法、使上级领导(supervisors)针对一系列事件做出相应的决策。A business report is an orderly, objective message used to convey information from one organizational area to another or from one institution to another to assist decision-making or problem solving. By FormalityFormal Reports正式报告 Formal rep