应用文写作之投诉信PPT课件

.,1,投诉信写作技巧指导,.,2,贝多芬,背多分,.,3,一、文体概述,投诉信是人们在遇到一些不文明现象、所购商品质量差、售后服务不满意等情况下解决问题的一个方法。因此，投诉信的去处通常有两种：一是给服务单位即经销商或生产厂家;二是给报社或消委会等有关部门。不管是哪一种，都必须把投诉或反映的问题及如何解决的愿望传递给对方。在语言方面，要注意把握分寸，要公平、公正。,.,4,投诉信应包括三个方面的内容:(三段式)1.表明写信目的，投诉的内容。2.投诉的具体原因、问题的经过及产生的后果。3.提出解决方案/希望得到的结果。,.,5,格式：与一般的书信格式一样，但第一句话不是问好，而是通常直接切入主题。如第一类投诉信：Imwritingtocomplainaboutthe.(that/which)Ibought.最后通常会加上一句：Thankyouforyourconsideration/attention.第二类投诉信第一句话可能是：Iamwritingthislettertoreflectsomeproblems(that/which)Icameacrossandappealtotheimprovementoftheserviceindustry.,二、文体特点,.,6,2.时态：多为一般过去时，文末的希望或要求则多用一般现在时。3.人称：多为第一人称,二、文体特点,.,7,【预习效果检测】一、投诉信必备词汇：（1）单词：1.抱怨，投诉v._；n._2.通知v._3.服务n._4.态度n._5.顾客n._6.解决办法n._7.质量n._8.订货v._9.运行，运转v._10.店员,销售员n._11.维修v._12.退款n._13.更换n._,complain,complaint,inform,service,attitude,customer,solution,quality,work,order,clerk,repair,replacement,refund,.,8,14.感到失望的adj._令人失望的adj._v._n._15.恼人的adj._16.遗憾的_17.令人不满意的adj._感到不满意的adj._v.使.满意_;使.不满意_n.满意_;不满意_,disappointed,disappointing,disappoint,disappointment,annoying,unsatisfying/unsatisfactory,unsatisfied,satisfy,dissatisfy,satisfaction,dissatisfaction,regretful,.,9,1.抱怨_2.表达不满_3.忍受_4.对满意_5.糟糕的服务_6.采取措施_7.解决问题_,poorservice,complainabout/makeacomplaintabout,express/conveyonesdissatisfaction,putupwith,besatisfied/contentwith,一、投诉信必备词汇：（2）短语：,takemeasures(todo),solve/settle/dealwith/dowiththeproblem,.,10,8.预防发生_9.调查此次事件_10.以粗鲁的方式_,inarudemanner,preventfromhappening,lookinto/investigatethematter/incident,11.向道歉_12.出乎意料_13.尽快_14.把某事牢记在心_,makeanapologyto/apologizeto,outofonesexpectation,assoonaspossible,keep/bearsth.inmind,15.严肃地对待_16.努力(做)_,takeseriously,makeaneffort(todo),.,11,二、必备句型:(翻译)（1）表明写信目的：1.我写信是为了投诉你们的服务质量。Imwritingtocomplainabout/makeacomplaintaboutyourquality/standardofservice.2.我写信是为了表达关于对你们的服务员的服务态度的不满。Iamwritingtoexpressmydissatisfactionaboutthepoorservice(attitude)ofyourwaiters.,.,12,（2）说明投诉内容:3.我想让您注意你们的产品质量。Iwouldliketodrawyourattentiontothequalityofyourproducts.,4.我对不满意有一些主要原因。首先，更糟糕的是，最后，TherearesomemainreasonswhyIamnotcontentwithAtfirst,Whatsworse,Eventually/Lastbutnotleast,.,13,（3）提出解决方案:5.因此，我要求你发一个新的给我。Therefore,Irequirethatyou(should)sendmeanewone.,6.我真诚地希望你能认真调查这件事情，以及采取恰当的措施防止类似事件再次发生。,Isincerelyhopethatyouwilllookintothismatterseriouslyandtakeproper/effectivemeasurestopreventsuchanincidenthappeningagain.,Itismysincerehopethatyouwillinvestigatetheincidentseriouslyandpropermeasuresshouldbetakentopreventtherecurrenceofthiskind.,.,14,7.你若能尽快采取措施处理这个问题，我将感激不尽。,Iwouldappreciateitverymuchifyoucouldtakemeasurestodealwith/solvetheproblemassoonaspossible.,（4）表达礼貌感谢:,8.如果你能对此事给予足够的重视，我将非常感谢。,Iwouldappreciateitverymuchifyoucouldgivedueattentiontothismatter.,.,15,【题目回放】双语报34期A4版:假设你叫李华，最近你在网上注册加入了一个中学生英语学习网站，经过一段时间的使用，你发现了一些不尽如人意的地方。请你用英语给该网站负责人史密斯先生写一封投诉信。内容如下：1.内容更新不及时；2.有些话题不适合中学生；3.有些材料是从别的网站上转载过来的；4.你的期望。,.,16,注意：词数100左右（开头与落款已给出，不记词数。）2.可以适当增加细节，以使行文连贯。提示词汇：更新update转载reproduceDearMr.Smith,ImLiHua,andIverecentlysignedupforyourEnglishlearningwebsite._Yoursfaithfully,LiHua,.,17,1.审题并构思文章结构:假设你叫李华，最近你在网上注册加入了一个中学生英语学习网站，经过一段时间的使用，你发现了一些不尽如人意的地方。请你用英语给该网站负责人史密斯先生写一封投诉信。内容如下：1.内容更新不及时；2.有些话题不适合中学生；3.有些材料是从别的网站上转载过来的；4.你的期望。,P1,P2,P3,2.判断时态:,P1:一般过去时+现在进行时,P2:一般现在时（客观现象）,P3:一般现在/将来时,3.人称:,一、三,.,18,4.构思语言表达:假设你叫李华，最近你在网上注册加入了一个中学生英语学习网站，经过一段时间的使用，你发现了一些不尽如人意的地方。请你用英语给该网站负责人史密斯先生写一封投诉信。内容如下：,P1,DearMr.Smith,ImLiHua,andIverecentlysignedupforyourEnglishlearningwebsite.However,afterusingitforsometime,Ifoundsomeunsatisfyingproblems.Now,Imwritingtocomplainaboutthem.,.,19,1.内容更新不及时；2.有些话题不适合中学生；3.有些材料是从别的网站上转载过来的；,P2,Thecontentcannotbeupdatedintime.Sometopicsarenotproperformiddleschoolstudents.Somematerialsarereproducedfromotherwebsites.,Firstofall,thecontentcannotbeupdatedintime,whichmakesitimpossibleformetolearnsomethingnewrelatedtomylessonsatschool.Muchtomydissatisfaction,somematerials,especiallythereadingones,arenotproperforusmiddleschoolstudents.Lastbutnotleast,Ifindsomematerialsarereproducedfromotherwebsites.,.,20,4.你的期望。,P3,Iknowyourwebsiteisafamousone,butmyexperienceshowsthatyourserviceneedsimprovement.Itrustthatyoulltakethismatterseriouslyandmakeanefforttopreventtherecurrenceofthiskind.Iamlookingforwardtoyourearlyreply.,.,21,参考范文：DearMr.Smith,ImLiHua,andIverecentlysignedupforyourEnglishlearningwebsite.However,someproblemshavearisen,makingmedissatisfied.Now,Imwritingtocomplainaboutthem.Firstofall,thecontentcannotbeupdatedintime,whichmakesitimpossibleformetolearnsomethingnewrelatedtomylessonsatschool.Muchtomydissatisfaction,somematerials,especiallythereadingones,arenotproper,.,22,forusmiddleschoolstudents.Lastbutnotleast,Ifindsomematerialsarereproducedfromotherwebsites.Iknowyourwebsiteisafamousone,butmyexperienceshowsthatyourserviceneedsimprovement.Itrustthatyoulltakethismatterseriouslyandmakeanefforttopreventtherecurrenceofthiskind.Iamlookingforwardtoyourearlyreply.Yoursfaithfully,LiHua,.,23,学生习作欣赏,Learning对方承担邮费。,.,37,注意：1词数100左右；2可以适当增加细节，以使行文连贯；3信的开头已为你写好。DearSir，_Yourssincerely，LiHua,.,38,Onepossibleversion：DearSir，ImwritingtocomplainaboutapairoftrousersIrecentlypurchasedfromyourwebsite.WhatIorderedwasapairofblacksize-27trousersbutIreceivedapairofdarkgreensize-29trousersinstead.Worsestill,therewasafifteen-daydelayindeliveringmytrousers,whichhadbeenexpectedtoarriveonMarch1st.Fortheabovereasons,Idemand(that)eitheranewpairofblacksize-27trousers(should)bepostedtomeimmediatelyorI(should)begivenafullrefund.Also,yourcompanyissupposedtopayforthepostageforthewrongtrousers(that)Illsendback.Thankyouforyourconsideration.Yourssincerely,LiHua,.,39,练习2：假设你是李华，前几天你参加了CloudTravelAgency组织的长白山三日游。下面是该旅行社的广告，请根据下面广告中箭头所指内容对其不实之处向消费者协会写一封投诉信。,.,40,注意：1词数100左右；2可以适当增加细节，以使行文连贯；3信的开头已为你写好。DearSirorMadam，ImwritingtoexpressmycomplaintabouttheserviceofCloudTraveAgency._Regards，LiHua,.,41,Oneposs