《商务英语写作》课件Lecture 9 Letters of Apology

1、Letters of Apology Lecture 9Learning ObjectivesLetter of ApologyFormat of Letter of ApologyNovice Writing and CommentPractice on Letter of Apology Warm-up ExerciseLetter of ApologyPreparing1.If you receive a complaint letter with a very negative tone, you should write back with a(n) _ tone. A. negat

2、ive B. positive C. impatient D. neutral2. When you deny the request, you should _. A. cordially explain why the request cant be granted. B. try to convince the reader that his or her request is unreasonable. C. maintain a firm but respectful tone D. try to offer help Preparing3. The purpose of the a

3、pology letter you are to write is _. A. to find excuses for your errors B. to inform the customer that a corrective measure that will resolve the unsatisfactory situation C. to show your goodwill D. to meet the reader demands without conditions.Keys to preparing1. B2. A B C3. B C Part OneLetter of A

4、pologyI. What is an apology letter?In business communication, an apology letter is a written response to a complaint or claim. In other words, it answers the complaint with some corrections for the wrong that has been complained about. It informs the reader that the complaint has been received and i

5、s being properly handled. II. Is an apology letter necessary?Yes. No one likes to be criticized by others, but anyone who wants to succeed in business has to face any complaint with seriousness. An apology letter is the best way to show the complaint has been treated most seriously.In such cases, ap

6、ology is necessary, _.(1) for your own peace of mind (2) for good future relationship with an offended personIII. Principle of Writing letter of apologyThe principles of writing letters of apology: You must be _.(1) sincere(2) direct (3) briefEmpathy is the key to an appropriate apology.IV. Format o

7、f letter of apologiesApologies tend to include the following elements:(1) A thank to the sender(2) A show of understanding and an explanation(3) An apology if the receiver is at fault(4) An outline of action taken/ to be takenFormat of letter of Apology (1) A thank to the sender (2)A show of underst

8、anding and an explanation (3)An apology if the receiver is at fault(4) An outline of action taken/ to be takenV. Study the sample on the textbook Study the reply to the complaint (Letter of Apology) on Page 33 in details. Part TwoExpressions of ApologyUseful expressions for Apology1. Thank you for y

9、our letter of. about our delay of shipment. We are sorry for not having been able to deliver the goods you ordered on2. The reason for this error is that we have got some new trainees in our different divisions and they are not quite familiar with the job yet.3. We greatly regret for any inconvenien

10、ce caused by the delay although it is beyond our control. Useful expressions for Apology1. 感谢贵公司 来函， 未能如期交货，我们实感抱歉。2. 导致此次失误的原因是我方各部门目前有一批新来的进修生，她们对工作尚不熟悉。3. 尽管此次失误并非我们的主观因素所造成，但是，我们仍对因此引起的一切不便深感歉意。 Useful expressions for Apology4. Please contact us as soon as possible if this arrangement is accepta

11、ble to you. 5. We hope we could keep our cooperation in the future and we can assure you that such mistake wont be repeated. 6. We will do our utmost to ensure that the mistakes we have made on this occasion will not repeated.Useful expressions for Apology4.如贵公司同意上述安排，请尽早与我方联系。5. 希望我们保持合作， 我方保证此类事故今

12、后不会再发生。6. 本公司将尽力确保此次所处的差错今后不会再发生。Useful expressions for Apology7. If you place another order with us, we will be sure to take more care with it. 8. We hope this will now settle the matter to your satisfaction. 9. We hope that the arrangement we have made will satisfy you and look forward to your fur

13、ther orders. 10. We assure you of our best services at all times. Useful expressions for Apology7.若贵方再向本公司订货，我方保证慎重对待。8. 我方希望问题的解决会使贵方完全满意。9. 希望本公司作出的这些安排会使贵方满意， 我方期待收到贵方更多的订单。 10. 保证在任何时候都给予贵方最佳服务。 Part ThreePractice1. RearrangementRearrange the following sentences in an appropriate order to form t

14、he body of a three-paragraph complaint letter. A. We are sure this was just carelessness in checking and that you will send another shipment of blouses promptly to replace this faulty one. B. There are also open seams (sewed lines 缝) on many of the sleeves. C. The last shipment of 100 dozen blouses,

15、 ordered on March 23, is unsatisfactory and we cant accept it. D. The collars are noticeably uneven on some of the blouses. E. We are sorry to have to complain about your usually very fine merchandise. 1. RearrangementRearrange the following sentences in an appropriate order to form the body of a th

16、ree-paragraph complaint letter. Keys to the question:Para One EPara Two C -D -B Para Three A2. ClozeA. whereas B. make use of C. thank you for your prompt delivery D. unfortunately E. receive your instructions F. in excess of order G. the number of bags delivered. Dear Ms. Wang, We _1_ of the coffee

17、 we ordered on March 20. _2_ by your carrier this morning was 320, _3_ our order was for only 280. _4_, our present needs are completely covered and as we cant _5_ the forty bags sent _6_ we have put them in our warehouse until we _7_. Yours faithfully. 2. Cloze1. C2. G3.A4. D5. B6. F7.E3. Judge the

18、 statements true or false1. A firm but respectful tone is desirable when writing a complaint letter.2. In order to urge an action, we should include in our complaint letter all the original copies of receipts and other documents.3. If a first complaint letter does not bring action, we should assume

19、a much stronger one with threat of legal action.4. We should organize our thoughts and make a simple list of our complaint before actually writing a complaint letter.5. In a complaint letter, relevant facts such as descriptions, purchase orders, invoice numbers, sales receipts should be listed. 3. K

20、eys to Judgment1. T2. F(We should only send photocopies of receipt and other documents and retain all originals. )3. F(If a first letter does not bring action, we should assume a stronger but still respectfultone in the next letter. And we should not threaten legal action unless you are willingto fo

21、llow through it. )4. T5. T Part FourHomework3.Writing PracticeComplaining delayed shipment此函为有关延误交货的问题。第一段：告知对方订单号Order No，指出问题至今未收到7月12日的订货。 强调正是出于对方作了一周内交货的保证，我方才决定向对方订货。第二段： 最近几个月来延误交货的次数越来越多，明确告知对方，在这种情 况下双方的交易很难维持下去。最后 : 希望对方理解我方的处境，期待准时履行我方订单3. Writing PracticeSampleI am writing about our Orde

22、r No. Bs328. We did not receive the goods we ordered on July 12 until this morning though you had guaranteed delivery within a week. It was on this understanding that we placed the order. Unfortunately, there have been similar delays on several previous occasions and the increasing frequency in rece

23、nt mouths compels us to say that business between us cant be continued in such conditions. We hope you could understand that from now on we can rely upon punctual completion of our orders. Yours faithfully, 4. Writing PracticeReply to the complaint此函是对投诉延误交货的回复。第一段：首先感谢对方来函并致歉。然后告知对方：7月12日订货已发运，预计7月27日到达伦敦机场。第二段：解释延误转船的原因并请求对方谅解： 夏天正是货运高峰期，我方无法控制这种情况， 请对方谅解。对没有及时告知对方实际情况也表示了歉意。 第三段：希望能与对方继续保持贸易往来，并保证今后按时交货。4. Sample of ReplyDear Mr. Kim, Thank you for your letter of