准则是书面沟通的基本准则

07C 准则是书面沟通的基本准则 很多人推崇国际流行的 7C 准则 这是一种有效的书面 写作技巧 1 完整 complete 职业文书应完整的表达多要表达的内容和意思 何人 何时 何地 何种原因 何种方式等 5W1H 2 准确 correctness 文稿中的信息表达准确无误 从标点 语法 词序到句子结构均无错误 3 清晰 clearness 所有的语句都应能够非常清晰地表现真实的意图 读者可以不用猜测就领会作 者的意图 避免双重意义的表示或者模棱两可 4 简洁 conciseteness 即用最少的语言表达想法 通过去掉不必要的词 把重要的内容呈现给读者 节省读者时间 5 具体 concreteness 内容当然要具体而且明确 尤其是要求对方答复或者对之后的交往产生影响的 函电 6 礼貌 courtesy 文字表达的语气上应该表现出一个人的职业修养 客气而且得体 最重要的礼 貌是及时回复对方 最感人的礼貌是从不怀疑甚至计较对方的坦诚 7 体谅 consideration 为对方着想 这是拟定职业文书是一直强调的原则 站在对方的立场 的 商务函电写作的 7C 原则 函电的作用 一是索取信息或传递信息 二是处理商务交流中有关事宜 三是联络与沟通感情 商务函电的写作应掌握 7C 原则 即 完整 complete 正确 correctness 清楚 clearness 简洁 concreteness 具体 concreteness 礼貌 courtesy 体谅 consideration 完整 商务函电应完整表达所要表达内容和意思 何人 何时 何地 何事 何种原因 何种方式等 正确 表达的用词用语及标点符号应正确无误 因为商务函电的内容大多涉及商业交往 中双方的权利 义务以及利害关系 如果出错势必会造成不必要的麻烦 清楚 所有的词句都应能够非常清晰明确地表现真实的意图 避免双重意义的表示或者模棱两可 用最简单普通的词句来直截了当地告诉对方 简洁 在无损于礼貌的前提下 用尽可能少的文字清楚表达真实的意思 清楚和简洁经常相辅相成 摒弃函电中的陈词滥调和俗套 可以使交流变得更加容易和 方便 而一事一段则会使函电清楚易读和富有吸引力 具体 内容当然要具体而且明确 尤其是要求对方答复或者对之后的交往产生影响的函 电 礼貌 文字表达的语气上应表现出一个人的职业修养 客气而且得体 最重要的礼貌是及 时回复对方 最感人的礼貌是从不怀疑甚至计较对方的坦诚 商务交往中肯定会发生意见 分歧 但礼貌和沟通可能化解分歧而不影响双方的良好关系 体谅 为对方着想 这也是拟定商务函电时一直强调的原则 站在对方立场 在起草商务 函电时 始终应该以对方的观点来看问题 根据对方的思维方式来表达自己的意思 只有 这样 与对方的沟通才会有成效 商务函电的种类包括 商洽函 询问函 答复函 请求函 告知函 联系函 从商务函 电 的具体使用功能来讲 又可分为 来函处理答复函 订货函 任命函 祝贺函 感谢函 介绍函 邀请函 联络函 致歉函 慰问函 唁函 推销函 商业英语之商业信函的书写原则 1 completeness 实例解说 Cellulose Tape 1 2 x 3yds with plastic dispenser 700 doz ditto but 1 2 x 5 yds 1 000doz 这是出口商接到的一份定单中有关商品品名 规格和数量的内容 中文意思是 纤维素 带 幅 宽半英寸 长 码 带塑料包装容器 打 同上 但 幅 宽宽半英寸 长 码 打 主要问题是后半句不清楚 ditto 在这里表示前面提到的商品名称纤维素带 但不能包括带塑料包装容器 因此 幅 宽半英寸长 码的纤维素带是否有塑料包装容器没有说清楚 不完整 所以最好改成 Cellulose Tape 1 2 x 3yds with plastic dispenser 700 doz Cellulose Tape 1 2 x 5yds with pla stic dispenser 1000 doz 这样即完正 又清楚明确 不会引起误解 商务英语之商业信函的书写原则 2 Clearness 一 避免使用可能产生不同理解或意义不明确的词汇 例一 As to the steamers sailing from Hong Kong to San Francisco we have bimonthly direct services 从香港到旧金山有直达船 但是 bimonthly 究竟是一个月两次即半月一次呢 还是两一次 不明确 因此 最好清楚明白地说明 一个月两次 还是 两个月一次 a We have two direct sailings every month from Hong Kong to San Francisco 每月两次 直达船 b We have semimonthly direct sailing from Hong Kong to San Francisco 每半月一次直 达船 c We have a direct sailing from Hong Kong to San Francisco every two month 每两个月 一次直达船 二 注意修饰词的位置 有时修饰词的位置不同 会导致不同的含意如 a Please let us know what you wish us to do about this matter as soon as possible b Please let us know as soon as possible what you wish us to do about this matter 以上两句中的 as soon as possible 修饰的内容不同 a 你们要求我们尽快做些什么 b 请尽快告诉我们 所以 a 可译为 请告你们要我们为此尽快做些什么 b 可译为 请尽快告知 你们要我们为 此事做些什么 三 注意代名词 关系代词和先行词的关系 按照英语习惯 句子中的代名词和关系代 词一般是指离得最近的名词 因此要特别注意 以免引起误解或不清楚 例句 不好 They informed Messrs John I can t understand it If I understand your letter correctly Obviously if you d read your policy carefully You d be able to answer these questions yourself Sometimes policy wording is a little hard to understand I m glad to clear up these questions for you 怎样通过各种语言形式来表达 COURTESY 呢 这样的形式很多 现在提供一些常见的供 参考 一 把命令变成请求的常用形式 Please Will you Will you please 如 a Will you give us more detailed information on your requirement b Will you please kindly let us hear from you on these two points 二 虚拟式 Past Subjunctive From 如 a Would you compare our sample with the goods of other firms b We would ask you to ship the goods by the first available vessel c We wish you wouldlet us have your reply soon d This would seem toconfirm our opinion e We should be grateful if you wouldhelp us with your suggestion f We thinkif advisable that you should accept this offer at this price g We should would like you to let us know the exact amount h Perhaps you might like to have a look at the actual goods i We might be of some service to you in a similar case 以上的 b f g 也可用 will shall may 但是用 Past Subjunctive Form 则表示更客气和婉转些 三 缓和用法 Mitigation 为了缓和过分强调或刺激对方 常用 We are afraid we would say we may or might say we would think it seems or would seem to us we would suggest as you are or may be aware as we need hardly point out 等等表达法来缓和语气 如 a It was unwise of you to have done that We would say that it was unwise of you to have done that b You ought to have done it It seems to us that you ought to have done it c We cannot comply with your request We are afraid we cannot comply with your request d Our products are the very best on the market We might saythat our products are the very beston the market e You must keep the matter to yourselves You must we would add keep the matter to yourselves f You must cut off your order in half We wouldsuggest that you cut your order in half g We have not yet had your reply It appears that we have not yet had your reply 四 运用被动语气 有时 运用被动语气 比主动语气客气 如 a You made a very careless mistake A very careless mistake was made b You did not enclose the check with your order The check was not enclosed with your order c For the past two years you did not give us any order For the past two years no order has been given us Or For the past two years no business has been materialized between us 五 避免 或力争避免 使用语气强烈或容易引起不快的词汇 a We demand immediate payment from you demand 的意思是 ask for sth as if ordering or as if one has a right to 即带有命令意味的 要求 非不得已 应尽可能避免使用 demand 而改用 request 如 We request your immediate payment b We are disgusted with your manner of doing business disguste 意味 hate 而且有 strong feeling of dislike or distasted 既 厌恶 的意思 因此 还是 婉转或含蓄一些为宜 如 We are not completely satisfied with your manner of doing business c We must refuse your offer Must 带有威胁性的意味 minatory tone 不如改为 We regret that we are unable to accept your offer Or We regret that we are not in a position to accept your offer d We want you to assist us 带有傲慢或长者的口吻 superior tone 不如改为 Your assistance would be appreciated 六 使用高兴 遗憾 感谢等词汇及表达法 1 We have pleasure of ing We have pleasure in ing It is with pleasure that we do so It gives us great much pleasure to do so We are pleased for us to do so It s a pleasure for us to do so We are glad or delighted that you do so We shall gladly do so We shallfeel happyif you will do so We are happy to do so 2 表示感谢的表达法有 We are very most appreciative of your doing so We are gratified tolearn that you do so We shall be or feel obliged by your doing so We shall be obliged if you will do so You will oblige us by doing so We shall be grateful to you if you will do so We shall appreciate your doing so We shall appreciate it if you will do so We shall thank you to do so It will be appreciated if We are thankful that you do so 3 表示遗憾的表达法有 It is a matter for regretthat we cannot do so It is with regret that we must do so We express our regret at ing To our regret we cannot do so It is regrettable that we must do so We regret that we cannot do so We regret to do so It is to be regretted that you do so We are regretful that we must do so It is a pity thatyou cannot do so We are sorry we cannot do so We are sorry to do so 注 以上的表达法只是常用的一部分 写信要做到 COURTESY 但要注意 不要使用已经过时的毫无意义的老套子 如 our esteemed clients your esteemed letter your respectable house your good self or good selves your valued order your esteemed reply 等等 要分清 礼貌 与 卑恭 的界限 如 a We are extremely and sincerely sorry for the error and ask that you accept our humble and sincere apology for the undue inconvenience suffered by you b We beg to acknowledge receipt of your letter dated 11th December b We beg to enclose herewith our invoice 这三例不是 礼貌 而是 卑恭 写商业书信既不要盛气凌人 也没有必要低三下四 更 应该注意在商业信中把 we beg 一类的表达法完全去掉 以上三例可考虑改为 a We are concerned about the inconvenience you have suffered and apologize sincerely b We have received your letter on Dec 11 c We enclose herewith our Invoice Or We are pleased to enclose our Invoice 商业信函的书写原则 6 Consideration CONSIDERATION 体谅 就是顾及他人的要求 愿望 感情等等 现在西方国家的商人 强调 多为顾客着想 不少西方国家的作者 非常重视写信的态度问题 他们认为 体谅 就是采取收信人的态度 YOUR ATTITUDE 就是写信时要目中有人 要把收信人放在 心上 考虑他的愿望 问题 背景 感情和对此信所可能做出的反应等等 然后从 他 的 观点出发来处理事情 有人还这样说 要记住 b u s i n e s s 业务 买卖 这个字里有 U 和