Business Communication Prof.Dr.LANTIAN DongbeiUniversityofFinanceandEconomicsTounderstandtheimportanceofcommunicationskillsinrelationtothecareersuccess,andexplaintheneedforthinkingcritically,takingchargeofyourcareer,andstrengtheningyourcommunicationskills(reading,listening,speakingandwriting).OBJECTIVESTheskillsarenotinherent;theymustbelearned.LearntoAnalyze and plan forabusinesswritingtask;Chooseprecisewordstoconveythecorrectmeaning;Writeclearandconcisesentencesandparagraphs;Identify and correct commonerrorsfoundinsentencestructures;Master thenaturalwrittenEnglishChapter One Writing Principles of Business LettersAletterconsistsofanumberofparts,eachofwhichisessentialtotheletter,orcontributesinsomewaytoitsimpactontherecipient.Wemaylistthemasfollows:Section OneThe Structure and Layout of a Business Lettertheletterhead/headingthereferencesthedatetheinsidenameandaddressthesalutationthesubjectheading/captiontheopeningparagraphthebodyofthelettertheclosingparagraphthecomplimentaryclosethesignaturetheenclosuresandcopiesthepostscriptSincelettersareoftenelementsintheformationofbusinesscontacts,itisessentialtohavetheaddressesofbothpartiesincludedineveryitemofbusinesscorrespondence.Byhavingaprintedletterheadafirmensuresthatitincludesallthenecessarydetailsaboutitsownname,address,postcode(zipcode),telephonenumber,faxnumbers,e-mailaccountandhomepageorwebsite. The Heading/Letterhead A typical letterhead might read： STONEANDSIMPSONLTD.24DarbyStreet,Salisbury,WiltsTelephone:Fax:E-mail:Http:Therecommendedorderfordatesisday,month,year,withopenpunctuation.Thus20November2012isperfectlyclearandpunctuationwouldnotaddanything.Am.EMonthDate,YearNovember20,2012Br.EDateMonth,Year20November,2012The DateAtthetopofaletter,belowthereferencesandthedate,thesecretarytypesthe“insidenameandaddress”.Thisisthenameandaddressofthepersontowhomtheletteristobesent:theaddressee.Atypicaladdresscouldbe:Mr.T.Williamson67CamsideChurchStreetChestertonCAMBRIDGEU.K.CB41PQThenameandaddressistypedinexactlythesamewayasontheenvelope,insinglespacing,withthetowntypedincapitalletters(大写).Eachpartoftheaddressiswrittenonanewline,includingthepostcode(zipcode).The Inside Name and AddressAsalutationisagreeting.Itappearsatthestartofaletterandwillusuallybeformal.DearSir,DearSirs,DearMadam,DearMr.Brown.DearMrs.Smith,etc.OnalessformalnotethesecretarymaybeaskedtotypeinthewordDear.leavingthefirstnameoftheaddresseetobefilledinbythesignatorywhentheletterissigned.Sometypesofletterareaddressedtotheworldatlarge,forexampleatestimonialgiventoanemployeewhoisapplyingforapostelsewhere.Asuitablesalutationinsuchcircumstancesis“TowhomitMayConcern”,“Tothosewhomaybeconcerned”The salutationAmericanEnglish-Gentlemen:BritishEnglish-DearSirs,敬启者，执事先生DearSirorMadam:DearMadam+Chairperson(Useneutraljobtitles):Thesubjectheadingisinsertedafterthesalutation.Asubjectheadingshouldnotendwithafullstop.Typicalsubjectheadingswouldbe:a.SALEOFPROPERTYINTHERIVERSIDEDISTRICTb.OrderNo.123c.Re:OrderNo.123The subject headingThankyouforyourletterof8thMarch,2012,whichhasbeenpassedtomeformyattention.Irefertopreviouscorrespondenceinrespectoftheaboveandnotethattodatewehavenotreceivedyourcheque/checkfortheoutstandingarrears(欠帐).Iwritewithreferencetoourtelephoneconversationyesterdayregardingtheabovematter.Writing a strong opening to your business letterMakeyourfirstparagraphdosomethingotherthanjustreferringtoknowninformationsoplungestraightintoyourmessage(直奔主题)anddontwasteyourreaderstime.Forexample,youcould：answeraquestionaskaquestionexplainanactiontakenexpresspleasureorregretgiveinformationTheseopeningphrasesaresopopularbecausewedonthavetothinkofwhattowrite.Watchoutforstandardphrasesinopeningparagraphs.Examplesare:FurthertomyrecentIamwritingIrefertomyletterdatedIrefertopreviouscorrespondenceIwriteinreferencetoInrespectoftheaboveRecentcorrespondenceRegardingWithreferencetoWithregardstoTheopeningparagraphisoftenonlyasimplesentence.Itisintroductoryinnatureandfrequentlyreferstoapreviousletter,orcourseofdealings.Itshouldalwaysbecourteous(谦恭的),butitshouldalsosetthetoneoftheletter.Thismaybefriendly,orformal,oritmayhintatseriousmatterswhichthebodyoftheletterwillsoonmakeplain.The Opening ParagraphThisisthemainsubjectmatteroftheletter,andisdividedintoanappropriatenumberofparagraphs.The Body of the LetterIwouldagainapologizeforthedelayinreplyingandItrustthatthishasclarifiedthepointsyouhaveraised,however,ifyouwishtodiscussanypointsIhavenotclarified,orneedanyfurtherinformation,youmaywishtotelephoneorcontactmeaccordingly.Ilookforwardtohearingfromyouandinthemeantime,shouldyouhaveanyqueries（疑问）,pleasedonothesitatetocontactme.IregretthatIcannotbeofmoreassistanceinthismatter,andshouldyouhaveanyfurtherqueries,pleasedonothesitatetocontactme.Writing a strong close to your business letterMakesureyouavoidusingweakphrasesandoverusedbusinessphrasesinyourclosingparagraph:Thankingyouforyour.Hopingforapromptreply.Trustingthisanswersyourquestions.Pleasedonothesitatetocontactme.ItrustthisclarifiesthesituationTheclosingparagraphisagainusuallyasinglesentencewhichreestablishestheatmosphereofcourtesy,whateverhasbeenthenatureofthebodyoftheletter.Itisfrequentlyusedtosignaltheactionwhichthewriterhopestofollowfromtheletter.The Closing ParagraphThecomplimentaryclosecomesattheendoftheletter.Itusuallyconsistsoftwowordsonly:Yoursfaithfully,YourstrulyandYourssincerelybeingcommonlyused.Onlythefirstword,Yourshasacapitalletter(大写).Thecorrectcomplimentaryclosetobelinkedtoparticularformsofsalutationisshowninthetablebelow.Smallvariationswillbefoundinpractice.Am.ESincerely/faithfully/trulyyours,Br.EYourssincerely,The Complimentary Close SalutationComplimentary closeDearSir,DearSirs,DearMadam,Madam,MesdamesYoursfaithfully,orYourstruly,Sir,Gentlemen,Madam,Mesdames,Yourobedientservant,orYoursrespectfully,DearMr.Jones,DearMrs.Jones,DearMissJones,Yourssincerely,orYourstruly,Dear.(thefirstnamebeingwritten)AsuitablehandwrittencloseThesignatureblockconsistsoftheactualsignature,thetypewrittennameofthesignatory(sincemanysignaturesarealmostillegible)andtheofficialpositionofthesignatorythoughthelattermaybeomittedifitisknowntotheaddressee. The SignatureIfacorrespondentrefersinthebodyofalettertothefactthatsomeenclosureistoaccompanytheletter,suchasabrochure,pro-formainvoice,pricelist,roadmapforaccesstosomewhere,etc.thesignatureblockisfollowedbyareferencetothefactthatenclosuresareincludedintheletter.Thistakestheformoftheabbreviationforenclosures,writtenasENC,Encorinc.Thusatypicalenclosuremightread:Enc:1Pricelist2InvoicesWhencarboncopies(复印件)aretakenwithaviewtosendingthemtointerestedpartiesitisusualtoindicatethecirculationlistatthefootoftheletter.Thenotificationmayreadcopiesto:ordistributionormostcommonlycc:(copiescirculatedto)Enclosures find copiesBriefly Speaking, the function of the structure is as follows:Introduction: Stateyourpurposeandpertinentinformationupfront.Body: Includeanyadditionalrelevantinformationsuchasdates,recapsofconversation,additionalworkyouvedoneforthecompany,oranythingelsetomotivatethereadertoactasyouwish.Conclusion: Restatewhatyousaidinyouintroduction.Format of lettersMarch16,2012ErnieEnglish1234WritingLabLaneWriteCity,IN12345DearMr.English:Thefirstparagraphofatypicalbusinessletterisusedtostatethemainpointoftheletter.Beginwithafriendlyopening;thenquicklytransitionintothepurposeofyourletter.Useacoupleofsentencestoexplainthepurpose,butdonotgointodetailuntilthenextparagraph.Beginningwiththesecondparagraph,statethesupportingdetailstojustifyyourpurpose.Thesemaytaketheformofbackgroundinformation,statisticsorfirst-handaccounts.Afewshortparagraphswithinthebodyofthelettershouldbeenoughtosupportyourreasoning.Finally,intheclosingparagraph,brieflyrestateyourpurposeandwhyitisimportant.Ifthepurposeofyourletterisemploymentrelated,considerendingyourletterwithyourcontactinformation.However,ifthepurposeisinformational,thinkaboutclosingwithgratitudeforthereaderstime.Sincerely,LucyLetter123WinnersRoadNewEmployeeTown,PA12345Block Format 绝对平头式绝对平头式March16,201 2ErnieEnglish1234WritingLabLaneWriteCity,IN12345DearMr.English:Thefirstparagraphofatypicalbusinessletterisusedtostatethemainpointoftheletter.Beginwithafriendlyopening;thenquicklytransitionintothepurposeofyourletter.Useacoupleofsentencestoexplainthepurpose,butdonotgointodetailuntilthenextparagraph.Beginningwiththesecondparagraph,statethesupportingdetailstojustifyyourpurpose.Thesemaytaketheformofbackgroundinformation,statisticsorfirst-handaccounts.Afewshortparagraphswithinthebodyofthelettershouldbeenoughtosupportyourreasoning.Finally,intheclosingparagraph,brieflyrestateyourpurposeandwhyitisimportant.Ifthepurposeofyourletterisemploymentrelated,considerendingyourletterwithyourcontactinformation.However,ifthepurposeisinformational,thinkaboutclosingwithgratitudeforthereaderstime.Sincerely yours,LucyLetterModified Block Format 改良平头式改良平头式March16,2012ErnieEnglish1234WritingLabLaneWriteCity,IN12345DearMr.English:Thefirstparagraphofatypicalbusinessletterisusedtostatethemainpointoftheletter.Beginwithafriendlyopening;thenquicklytransitionintothepurposeofyourletter.Useacoupleofsentencestoexplainthepurpose,butdonotgointodetailuntilthenextparagraph.Beginningwiththesecondparagraph,statethesupportingdetailstojustifyyourpurpose.Thesemaytaketheformofbackgroundinformation,statisticsorfirst-handaccounts.Afewshortparagraphswithinthebodyofthelettershouldbeenoughtosupportyourreasoning.Finally,intheclosingparagraph,brieflyrestateyourpurposeandwhyitisimportant.Ifthepurposeofyourletterisemploymentrelated,considerendingyourletterwithyourcontactinformation.However,ifthepurposeisinformational,thinkaboutclosingwithgratitudeforthereaderstime.Sincerelyyours,LucyLetterIndented Format 缩行式缩行式The absolute dos of writing professional, effective business lettersDoconsideryouraudience.Dowritetosomeonebyname.Dostateyourpurposerightaway.Douseatriedandtrueformat.Dotakethetimetoreviseandbeconcise.Dodouble-checkyourfactsandfigures.Douseaprofessionaltone.Update and improve yourbusinesswritingskillsformoreeffectiveandpersuasivee-mails,memos,lettersandreports;Organize yourdocumentswithyourreadersneedsinmind;Createreader-friendlylayoutstohighlightimportantinformation;Craftsentencesthatgetandholdyourreadersattention;Edityourwritingforclarityandeaseofreading;Avoidarchaicexpressionsandcommongrammar,punctuationandusageerrors.How You Will Benefit from learning the writing rules?Yourfirstjobinwritinganyletteristogainyourreadersattention.Itsanimportantprincipleofeffectivewritingtoputthemostimportantinformationfirst.Youropeningparagraphisboththeheadlineandtheleadforthemessagethatfollowsintherestoftheletter. Beginning a letterWithout reference to previous correspondence1.Wearepleasedtoinformyouthat.2.Weoweyouraddressto.3.Weshouldbegrateful(obliged)ifyouwouldletusknowwhether.4.Maywehavedetailsof.5.Wearesendingyouherewith/underseparatecover.6.Weattachforyourinformationthecopyofaletterreceivedtodayfrom.7.Wehavereceivedanenquiryfor8.Wehavebeeninformedby9.IamwritingReferring to previous correspondence1.Furthertoourletterofthewewishtoinformyouthat.2.Werefertoourletterofthe.inwhichwerequested3.Onthe.wewrotetoyouthat.4.Sincewritingtoyouonwehaveascertained(确定)that5.Inyourletteroftheyouexpressedinterestonour6.Sometimeagoyoutoldusthat.7.Sincethereceiptofyourletterofthe.wehavebeentryingtofindoutmoreaboutthe.8.Itisalongtimesincewehaveheardfromyouabout. In reply to a letter received1.Wethankyouforyourletteroftheinformingusthat.2.Inreplytoyourletteroftheconcerning,wearegladtobeableto/sorrytohavetotellyouthat3.Youkindlyenclosedwithyourletterofthe.particularsof.forwhichwethankyou.4.Yourletterofthe.crossedoursofthesamedate.5.Wearesorry/surprisedtolearnfromyourletterofthe,that.6.Wemustapologizeforthedelayinreplyingtoyourletterofthe.7.Weacknowledgereceiptofyourletterofthe.andhavemuchpleasureinreplyingtoyourvariousquestionsasfollows:8.Inreplytoyourletter/enquiryofthewewishtoinformyouthat.Sobesureyouropeningparagraphsetstherighttoneforyourletter.Bedirectanduseyourwordspositivelysoyourreaderhasagoodimpressionfromthebeginningofyourletter.Decidewhatisthemostimportantinformationandputitintheyourfirstparagraph.Dontbeafraidtostartyourletterstrongly.THE BODY OF A LETTER (Beginning of sentences and paragraphs)Regretting1.Wenotewithregretthat.2.Wewereverysorryindeedtolearnfromyourletterthat.3.Wearesorrynottobeabletogiveyoutheinformationrequested.4.Wearesorrytotellyouthat.5.Weareverysorrynottobeabletogiveyouadefinitereplyontheabovematter6.Weareverysorrythatwecannottakeadvantageofyouroffer/acceptyourproposal.7.Wearesorryfortheinconveniencethismayhavecausedyou.8.Pleaseacceptourapologies.1.Wouldyoupleasecallusonreceiptofthislettertoletusknowif.2.Wouldyoukindlyletusknowbyreturnofpostwhether.3.Weshouldbegratefulifyouwoulddoyourutmostto4.Underthecircumstancesitisessentialthat.5.Willyoupleaseletushaveforourinformation.Requesting1.Asrequested/agreedwearesendingyou.2.Wethankyouforsendingus.3.Weconfirmoure-mailofthismorningaspertheenclosedcopy.4.Wenotewithinterestthesuggestioncontainedinyourletterof.5.Wenoteyourremarkconcerning.6.Weshouldbegladtohaveyourconfirmationthat.7.Weacknowledgereceiptofyourfaxoftodaysdate,whichreadsasfollows:Confirmation1.Astothequestionof/AsregardsIagreewithyouthat.2.Weunderstand/havebeeninformedthat3.Inthesecircumstances.4.Asyouarenodoubtaware.5.Wearequitewillingto/convincedthat6.Inviewofthesefacts.7.Unlesswehearfromyoutothecontrary8.Furthermore/Ontheotherhand9.Onfurtherconsideration.10.Fororderssake.Miscellaneous 其他混合类其他混合类11.Itfollowstherefore12.Ifwearenotmistaken.13.Accordingtoourrecords/theinformationwehave14.Wewishtoadd.15.Asmentionedabove16.Wequiteunderstandthat.17.Inouropinion.18.Weenclose19.Underseparatecover.20.Foryourinformation.21.Accordingtoyourrequest.22.Certifiedtrue Asking for a reply 1.Wouldyoupleaseletushaveyourreplyassoonaspossible?2.Welookforwardstoyourreplybyreturn.3.Kindlyacknowledgereceipt/keepusinformedofEnding a LetterPromising a reply1.Youwillhearfromusassoonaspossibleaboutthematter.2.Weshallgiveyoufurtherdetailstomorrow.3.Assoonasweareabletosayanythingdefinite/giveyoufurtherinformation,wewillwriteyouagain.1.Weshouldbegratefulforanyfurtherinformationyoumaybeabletogiveusabout2.Pleaseletushavemoredetailedinformation3.Weshouldbegladtohavethisinformation,toenableustocompleteourrecords.4.Kindlygivethematteryourpromptattention.5.Pleaseletmeknowurgentlywhetheritispossibleforyouto6.Pleasebesokindastofaxyouragreement.Requests1.Pleaseacceptourthanksinadvance./Thankingyouinadvance.2.Thankyouinanticipationforyourkindness/foranyinformationyoumaybeabletogiveus.3.Wehope/Hopingthatourofferwillinterestyou.4.Wetrustthatweshallbeabletofindafavorablesolution.5.Youmayrestassuredthatweshalldoeverythingpossibleto.6.Weshallbepleasedtoassistyouineverywaywecan.7.Weregretnotbeingabletoassistyouforthetimebeing.8.Pleaseacceptourmostsincereapologies. Expressing gratitude, hope, promise, regretSection TwoSuperscription/Envelope Writing See the template below:Stamp 邮票邮票 Return Address寄信人姓寄信人姓名、地址和国家名、地址和国家LindaShusterNo.217JianshanSt.ShahekouDistrict,Dalian,China,116023Sending Address 收信人姓名、地址和国家收信人姓名、地址和国家JaneSmith36BroadAvenueLosAngles,CA.91640U.S.ARemarks 备注备注Private/Confidential Section ThreeDissimilarities between American Writing and British Writing英式的英式的书信写法和美式的信写法和美式的书信写法有五个不同的地方信写法有五个不同的地方:1.英式的书信格式是缩行式或混合式，而美式则是绝对平头式或改良平头。2.称呼用法，英式一般用DearSirs,后用逗号。美式则用Gentlemen:后用冒号。3.结尾语的用法，英式和美式的习惯各不相同，在美式中Sincerelyyours,只限用于商业书信。英式则不然，商业书信或亲友间来往书信中都可用。另外,英式习惯用Yourssincerely,Yoursfaithfully,etc.而美式则相反，把“Yours”放在后面，成为Sincerelyyours,Faithfullyyours,etc.4.日期写法也不相同，英式是按日月年的顺序。例如25July,2012.美式则按月日年的顺序，例如:July25,2012，(注:日期写法的国际通用格式是按日月年的顺序排列)。如日期用序数词写法，英式、美式各有不同。例如:2012年5月20日，英式表示法为:20thMay,2012，美式则为May20th,2012。5.信封写法的不同点:收信人的姓名、地址，英式多用缩行式，美式则用平头式。