Written Business Communication 英语商务写作要点(笔记).doc

I1. No abbreviation or capital words2. expand the subject line to make it more informative3. salutation and closing: DearSincerely4. Consider “CC” or “BC”( blind copy)5. 80% of the writing should be in the active voice15% passive voice is allowed-soften the tone present bad newsII: Intercultural Communication1. High-context: little is said; most of the communication is inferredLow-context: much is said; most of the communication is explicitly spelled outGovernment: if information flows freely from the government, then usually that culture is low-context; if the information is a bit subdued(抑制) or all the information is not provided, probably that culture is high-context.2. Cultural DifferencesA. Individualism versus CollectivismB. TimeC. Business versus personal relationshipsD. Power relationshipE. TruthF. Food3. Intercultural Nonverbal CommunicationBody languageGestureSpaceTime(Monochronic一元时间模式, Polychronic 多元时间模式)ClothingColorsThe successful Intercultural Communication is:1. Aware that his or her preferred values and behaviors are influenced by culture and are not necessarily correct.2. Flexible and open to change3. Sensitive to verbal and nonverbal behavior4. Sensitive to differences among individuals within a culture5. Aware of the values, beliefs and practices in other culturesCommon Writing Errors1. Writing in the passive voice.2. Writing using unparallel structure3. Agreement: A: Subjectverb; B: Pronoun4. Series Comma5. Hyphen(连字符)6. Correct semicolon use7. Colon8. Fragment9. Run-on Sentences10. Writing Contractions 缩写11. Using exclamations points 感叹号Exercises: You Attitude1. We have expanded our inventory to give you the largest selection in town. You can choose from the largest selection of gifts in town, thanks to Shepherds large inventory. 2. We shipped your order today.The 500 red and gray sweatshirts you ordered were shipped today and will reach you early next week.3. We are happy to give you a credit line of $2000.You now have a credit line of $2000 with Visa.(Dont talk about the readers feelings)4. You will be happy to learn that your reimbursement request has been approved.Your reimbursement request has been approved.5. You failed to sign your flexible spending account form.Your flexible spending account form was not signed.( In negative situations, avoid the word you. Protect the readers ego. Use passive verbs and impersonal expressions to avoid assigning blame.)Building Goodwill1. Positive emphasisa style of writing that highlights to positive aspects of a message.2. Tonethe attitude the writer takes towards the reader; the words that the writer uses.3. Biasfree languageUsing gender inclusive pronouns; eliminating language that is racist and sexist; using language that stereotypes a particular group.Business depends on communication to:PlanHireTerminationTrainMotivateCoordinatePersuadeType of Communication Verbal:Face-to-facePhone conversationsMeetingsE-mail messagesLettersMemosReportsType of Communication Nonverbal:PicturesComputersCompany LogosType of Communications Interpersonal NonverbalFacial expressionProximity 邻近关系Office sizeMemos vs LettersSome DifferencesMemo: a document sent to readers within an organization For an internal audience A style that uses the To, From, Date, Subject arrangement This style does not included a salutation, closing, or signature blockMemo Format: (Memo Letterhead)LetterheadDate:To:From:Subject:Letter: more formal than MemoBad news:When writing a bad news message avoid negative wording and personal language. Ex: I must refuse I am unable to You must understand We must deny We cannot afford to We must reject We cannot allowAs much as I would like toDirect Plan:RefusalReasonsAlternatives, if possibleGoodwillIndirect Plan:Buffer(if effective) 缓冲ReasonsRefusalsAlternativesEndingsExamples of Buffers(must be relevant to the topic, cannot be overly positive)Give any good news: more convenient access after closing for renovationsGive chronology(客观陈述) or fact: Recent regulation requiring cluesRefer to enclosures: New Parking StickerThank reader for her/his action: For setting up meetingsState a general principle: Good drivers should pay less.Reasons: Give solid reasons: inadequate reasons are worse than none Dont blame “company policy”: Give the reason for the policy instead Dont say you “ cannot”it is a choiceUse only watertight reasons(无懈可击的)Refusal:Begin with reasonsImplied refusals: clear but indirect Not “you cannot rent for one month” But : The shortest lease is six months”De-emphasized refusals: Format: Although (bad news), you may want (alternative)Reason to give alternatives: Psychological reactancenegative response to limited freedomAvoid: however, therefore, thus, hencePhrase Reason:Avoid: I am afraid that, We are unable to, I am sure you will agree, UnfortunatelyLetter of Inquiry Four sections:1. Explain the source of the inquiry2. List four concrete, open questions3. Provide details to substantiate(具体化,what why,how,which) the request4. End with a goodwill ending, include a concrete response dateAMS( Administrative Management Society)A format in which the salutation is replaced with a subject or regarding request lineThe signature block is deleted the closing.AMS Format 1:Company Letterhead1. inch2-4 spacesDate1-4 spacesNameTitleCompanyAddress2-spacesSubject line ( subject line in full capitals)2-spacesContentNo close no signatureYour nameYour title1-4 spacesEnd:CC: AMS Format 2:1 inchReaders nameDateContentNo close no signatureWriters name ( Full capitals)TitleEncl:CC:AMS Format 3:The writers addressDate:The receivers addSubject lineContentNo close no signatureYour nameYour titleDesigning Brochure1. Determine your objectives(主旨)2. Identify your target audiences3. Identify central selling point4. choose image you want to project5. Identify objections; brainstorm ways to deal with them6. Draft text to see how much spa