商務英語應用文寫作

BUSINESSENGLISHWRITING

ByFengxiaoping

CONTENTS

Chapter1AnOverviewofBusinessWritingChapter2EstablishingBusinessRelationsChapter3ComplaintChapter4GraphChapter5ReportChapter6AdvertisementChapter7CorporateProfileChapter8Resume&CVChapter9MemoChapter10Contract

Chapter1OverviewofBusinessWriting

ObjectivesNatureofbusinesswriting25minsFeaturesofbusinesswriting30minsChangeswithbusinesswriting10minsSuggestionforachievingdesiredeffects30minsNatureofBusinessWriting1.What’sthepurposeofwriting?2.Whatcanwedobyundertakingbusinesswriting?3.BusinesswritingVSAcademicwriting

1.What’sthepurposeofwriting?(Whydowewrite?)Toexpress(Addresser-centered)Tocommunicate(Addressee-centered)Expressivewritingisemployedtoencouragecomprehensionandreflectiononthepartofthewriter.Theveryprocessofwritingmakeswriterthink,andgiveshimanopportunitytostarttomakesenseoftheworld,tobringmanyfacts,definitions,rules,theories,andperspectivetolifeandtoimposesomeorderonthem.Communicativewritingpresupposesthatthewriteralreadyhasconsiderableknowledgeandunderstandingofthetopic,andisusedtoinformortopersuadeareader.2.BusinesswritingisintendedTobeunderstoodasintended;(eg:……)Tosecureadesiredresponse;Tobuildanddevelopgoodwill.3.BusinesswritingVSAcademicwriting(fordiscussion)Thetwotypesofwritingdifferinfouraspects,namely:purpose,context,readerandstandardsofassessment.FeaturesofBusinessWriting1.Whatarethefeaturesofbusinesswriting?2.Whatarethestandardsofgoodbusinesswriting?1.Whatarethefeaturesofbusinesswriting?(1).Purposefultoinformsomebodyofsomething;topersuadesomebodytodosomething;toinstructsomebodyonhowtodosomething;toregulatesomebody;tooffer

someoneasuggestionofdoingornotdoingsth.;toform

atiethatcreateslegallyenforceableobligationsbetweentwoormoreparties;tojustifysth.toentertainsb.(2).Transactional(3).Reader-oriented(4).Dynamic(5).Timing(6).Economical2.Whatarethestandardsofgoodbusinesswriting?Businesswritingcanbeassessedfromtheperspectiveoflanguageitselfandcommunicativeeffects.Intermsoflanguage:rangeofvocabulary;varietyofexpression;grammar;coherenceandcohesiveness.Intermsofcommunicativeeffects禮貌正確簡潔清晰具體完整Pleasewatchthefollowinggroupsofsentencesclosely

andidentifythedifferencesbetweenthem

incommunicativeeffects.(1).a.Thisletteristoinformyouofanimportantchangeinourpolicyconcerninginsurance.b.Sinceyouareourregularcustomer,wearewritingtoletyouknowaboutourimportantpolicychangeininsurance.(2).a.Youobviouslymadeamistakebysendingmethewronggoods.b.Thankyouforyourpromptdelivery.However,thegoodsreacheduswerenottheonesweordered.(3).a.Wearepleasedtograntyoupermission.b.Wearepleasedtoofferyouafavorbydoing…

courtesy(1)、a.Thisequipmentrecognizesmanycardsinasecond.b.ThisOMRequipmentrecognizesmorethan2cardsinasecond.(2)、a.Considerablemoneycouldbesavedifwemanufacturethewindowframesourselves.b.Wecouldsaveover$5,000ayearifwemanufacturethewindowframesourselves.

concrete(1).ainterrogate(2).asubsequentto(3).awithregardto(4).abekindenough

conciseandclearb.askb.afterb.aboutb.pleaseHereisanintroductiontoproduct,pleaseevaluateitagainstthecriteria.

Bertaisaveryeconomicalphotocopierwithverylowservicerequirements.Wecansafelysaythatithasthecopyingfacilitiesofmuchlargermachines.Yetitiscompact,lightweightandextremelystylish.Forexample,itweighsonly22kganditsoveralldimensionsare74cm×43cm×21cm.Therearenosheethandlingproblemswiththemachinebecausethepaperislocatedincassettesof100sheets.Thetimeforthefirstcopyisonly11.4seconds.Allinall,Bertaisareliablemachineandgoodvalueformoney.

ChangeswithBusinessWriting

Thereweretimeswhentheprevailingruleforbusinesswritingwasthatitshouldbewritteninthedriestpossiblemannerandinlanguagesostiltedandformalthatthetruepersonalityofthewriterwascompletelyhidden.However,atpresent,businesswritinghasassumedmorefriendly,easy,andconventionalstyle.youwillalsoneedtocommunicatecertaineffects.

SamplesIncompliancewithyoursdatedWehavebeforeusRespondingtoyoursofevendateYoursofthe12thtohandDeemitadvisableAttachedheretoWhereinyoustateasperyourletterTakethelibertyAnticipatingyourfavorableresponse,weare.Assuringyouofourcooperation,weare.SuggestionsforAchievingDesiredEffects1.ConversationalStyle2.ResistingTendencytoBeFormal3.AvoidingtheOldLanguageofBusiness5.AccentonPositiveLanguage6.SinglingOutYourReader7.AvoidingAnger8.SelecttheProperPatternofDevelopmentResistingTendencytoBeFormalHoweverthedegreeofformalityandperspectiveofstatementdependsonthespecifictypeofthewritingandwhothereaderis.Forinstance,inthecaseofreport,thethird-personorimpersonalperspectiveispreferredforformalityandobjectivenessthisperspectivebrings.Thethirdpersonisnotusuallya“person”.Itcanbeanorganizationorcompanyorgroup.Firstperson:Inthelightofourfindings,werecommendthatMotorolaL2000shouldbepurchasedinsteadofMotorolaAT222,andNokia333shouldbereplacedbyEricsson444.Thirdperson:ThefindingsobtainedfromtheresearchindicatethatMotorolaL2000shouldbepurchasedinsteadofMotorolaAT222,andNokia333shouldbereplacedbyEricssion444.You-viewpoint(fordiscussion)Pleaserevisethefollowingsentencesanddiscusstheeffectsresulted.a:Wewillbepleasedtodeliveryourorderbythe15th.b:Wehaveworkedfor20yearstodevelopthebestmodelofcarforourcustomers.c:Wecanpermityoutoattendclassesoncompanytimeonlywhenthecourseisrelatedtoyourownwork.d:Itemsdesiredshouldbecheckedontheenclosedorderform.e:Wearehappytoreportapprovalofyourapplicationformembership.f:Ourlongexperienceinthebookbusinesshasenabledustoprovidethebestcustomerservicepossible.g:Wetakepleasureinannouncingthat,effectivetoday,thecompanywillgivea20percentdiscountonallpurchasesmadebemployees.h:Sincewecansellatdiscountprices,wecannotpermitreturnsofmerchandise.AccentonPositiveLanguage(fordiscussion)Revisethesesentencessothattheyarepositiveratherthannegativeanddiscusstheeffectsresulted.a:Unfortunately,yourordercannotbesentuntilnextweek.b:Youshouldhaverealizedthatwaterbedswillfreezeinunheatedhousesduringwintermonths.Therefore,ourguaranteedoesnotcoverthedamagevalueandyoumustpaythe$10valve-replacementfee.c:YourmisunderstandingofourJanuary8lettercausedyoutomakethismistake.d:Eventhoughyouwerelateinthebill,wedidnotdisallowthediscount.e:Yournegligenceinthismattercausedthedamagetotheequipment.g:Weregrettoinformyouthatforthetimebeing,wemustdenyyourrequestforcredit.j:Smokingisnotpermittedanywhereexceptinthelobby.PatternsofBusinessWriting1. DirectnessinGood-NewsandRoutineMessages.2. IndirectnessinBad–NewsMessages3. IndirectnessinPersuasionNote:theorderofpresentationisrelatedtothereader.Compareandtellwhichoneisbetterandwhy.DearMr.Hua:WeareinreceiptofandwouldliketothankyouforyourletterandcatalogueofJune14,1999.aftercloseexaminationwehavecometotheconclusionthatyourproductsareofnointeresttousbutwewishyoueverysuccessinyourfutureendeavors.Sincerelyyours,DearMr.Hua:ThankyouforyourletterandcataloguesentonJuly14,1999.Weappreciateyourinterestinourcompanythoughyourproductsfalloutofourlineforthetimebeing.Wewishyoueverysuccessinyourfutureendeavors.Sincerelyyours,DearSir:WewishtoacknowledgereceiptofyourcreditapplicationdatedFebruary17givingtradeandbankreferences,andwethankyouforthesame.Pleasebeadvisedthatcreditaccommodationsareherewithextendedasperyourrequestandyourorderhasbeenshipped.Hopingyouwillgiveustheopportunityofservingyouagaininthenearfuture,weremain.Verytrulyyours,DearSirs:Thankyouforsendingsopromptlythetradeandbankreferenceswehaveaskedfor.Iamgladtosaythatyourorderhasalreadybeenshippedonthetermsyourequested.Wehopeyouwillgiveusthechancetoserveyouagain.Verytrulyyours,

Chapter2EstablishingBusinessRelations

Objectives●Structureofbusinessletter10mins;●Generalknowledgeoftheletter20mins;●Essentialcomponentsoftheletter20mins;●Skillsofwritinginquiryandreply30mins.StructureofBusinessLetterBusinesslettersareusuallycomposedofthefollowingtwelveelements：16FuxingStreetHaidianDistrictBeijingPostCode:100035People’sRepublicofChinaTel:63211234Aug.20,20042.Date①Oct.20,2004②10May,2004③3rdJune,2004④Sept.16th,20043.InsideAddressMs.JoannaKerryPekingUniversityHaidianDistrict,100871BeijingChina4.AttentionLine5.Salutation6.SubjectLine7.Body8.ComplimentaryClose9.Signature10.ReferenceInitials11.EnclosureEnc:ResumeEncls:GradeCertificate12.CopyNotationSampleTheShinyaTradingCo.,Ltd235DunHwaRd.Taibei(100)September25,2001TheAmericanTradingCo.,Inc.5-10Manhattan,NewYork,NY10058USAGentlemen:ThankyouforyourletterofAugust10,2001.Wehavestudiedyourcatalogandprice-listandhavedecidedtoplaceanorderfor10setsofyourcomputerModelPC-825.Wewouldliketostressthatthisisatrialorderandifwearesatisfiedwithyourgoods,youcanexpectourregularorders.PleaseletushaveyourorderconformationbyOctober15andshipthegoodsbythefirstavailableship.Wearelookingforwardtoyourearlyreply.Verytrulyyours,TheShinyaTradingCo.,MichaelChengMichaelChengImportManager

BlockStyle

LetterheadDateInsideAddress____________________________________SalutationBody________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ComplimentaryCloseSignature_____________

IndentedStyle

LetterheadDateInsideAddress____________________________________SalutationBody_____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ComplimentaryCloseSignatureGeneralKnowledgeoftheLetterInquiryisusuallymadebythebuyerwithoutengagementtogetinformationaboutthegoodstobeordered,suchasprice,catalogue,deliverydateandotherterms.Aninquiryisaimedat1)collectinginformation,2)givingoffinformation.TraditionalSourcesofInformationHowcanweobtaininformationofpotentialpartner’s?Listentothefollowingconversationsandidentifytheirsourcesofinformation.(E27)unit306:08TraditionalSourcesofInformation1. Banks2. ChambersofCommerceinforeigncountries3. TradeDirectory4. CommercialCounselor’sOffice5. Advertisements6. BusinessHouseofthesametrade7. ExhibitionandFair8. Specializedtradepublicationseg.InternationalTradeCentreLiterature9. Exportpromotionorganizationeg.ChinaCouncilforthePromotionofInternationalTrade10.Marketinvestigation

EssentialContentinSuchLetter

Inquiry

1.Sourceofinformation;2.Intentionofwritingtheletter;3.Linesofbusinesshandledinhiscompany/referenceastohiscompany’sfinancialstatusandintegrity;4.Specifytheinformationanddetailsneeded;5.Hopefortheotherside’spromptreply.SampleA:

Gentleman:Pleasesendmethecolorbrochureonyournew4-inchTVsetsadvertisedinMerchandisingWeekly.MayIhavesixcopies,oneformeandoneforeachofourregionalmanagers?Thanks.Verytrulyyours,MarkBlumskyMarkBlumsky

SampleB:

DearSirs, CatalogueofCarpets WelearnfromoneIndiancompanyofthesametradethatyouareforexporthand-madecarpetsofdifferentsizesinwoolandsilk.Weareinterestedinthem,forthereisasteadydemandforcarpetsofgoodquality.Butstocksofcarpetsarerunninglowsothatgoodpricesareobtained.

Wewillbeappreciativeifyousendusacopyofyourcarpetcatalogue,withdetailsofyourpricesandtermsofpayment.Ishouldfinditmosthelpfulifyoucouldalsosupplysomesmallpiecesassamplesofthevarioustypes.

Inviewofthedemandforyourproducts,animmediatereplyisappreciated.SampleC:DearSirorMadam: Wehaveseenyouradvertisementintoday’sChinaDailyandareinterestedinyourtablecloths,especiallyArt.No.501and504.PleasequoteusthelowestpricesCIFC3%PortSudanandindicatetherespectivequantitiesofvarioussizesthatyoucansupplyforpromptshipment.Inthemeantime,pleaseforwardusrepresentativesamples.Ifyourpricesareworkableandthequalityissatisfactory,weshallplaceregularordersforfairlylargenumbers.Foryourinformation,wehavedealtintableclothsformorethantwentyyearsandhaveagoodconnectioninthiscountry.Wealsohavesomeassociatedfirmsintheneighbouringcountries,whereareadymarketcanbefoundforyourproducts.Therefore,wewouldliketoknowifyoucanappointusyoursoleagentinSudan,which,wethink,wouldserveyourintereststothebestadvantages.Yourimmediateattentiontoourenquiryandproposalwouldgreatlyobligeus.Yoursfaithfully,MahanmadDupontMahanmadDupont1.Thetwolettersbelowarenotwell-written,pleasefindtheproblemsinthemandrevisethem.A:DearSirorMadam:IaminterestedinyourproductsafterIvisitedyourstandattheParisTradeExhibitionlastmonth.Iwouldbegratefulifyoucouldsendmeyourcatalogueforthecompleterangeofthiskindofproductsandalsoyourpricelist.Besidesstainlesssteelcutlery,IalsorequestaquotationformildsteelsheetC.I.F.letmeknowyourtermsofpaymentandthetimerequiredfordeliveryafteryoureceivetheorder.Iftermsanddeliverytimearesatisfactory,weplaceregularorders.Yoursfaithfully,B:DearMrs.Tyson:WeregrettoinformyouthattheSilverstreakmountainbicycleaboutwhichyouinquiredistemporarilyoutofstockuntiltheendofJanuary.ThismeansthatyouwillnotbeabletopurchasethismodelbyChristmas.However,youmightbeinterestedinoneofthebicyclesintheenclosedbrochurewhichwecandeliverimmediately.Ifso,pleasefeelfreetocontactus.ExercisesSituationalwriting.(1)詢問函

MadisonCollege的生物教授Haroldm.Best先生在尋找一本細菌方面的教科書,以便秋季在該院的學生中使用。他聽說紐約的Kenyon-Reed出版公司很快就會推出一本適合的新作，于是寫信索要樣書和其他的有關細菌學書籍的名單目錄。請據(jù)此內(nèi)容寫一封詢問函。（2）Supposeyouareintendedtobuy500-10,000reamsofA4posterpaper.Beforeyouplaceanorder,youwouldliketoseesomesamplesandknowsomethingaboutprice,earliestdeliverydateandtermsofpayment.ReplytoInquiryThereplyshouldbemadeprompt,courteousandhelpful.1.Toacknowledgetheinquiry(mentioningthedateoftheinquiryandsummarizingthemainpointsoftheinquiry)2.Toanswertheinquiryindetails.3.Toexpressthehopeforareply.Forreplyingtoaroutinerequest,thefollowingguidelinesareveryhelpful.1)Beginwiththeanswerorstatethatyouarecomplyingwiththerequest.2)Showthanksandsincereinterestintherequestandtheperson.3)Presentthemostimportantinformationinapositiveway.4)Focusonthereader’sbenefitsassociatedwiththeinformation.5)Provideadditionalhelpfulinformationandtellthereaderwhatactionsyouwilltakeforhimorher.6)Endtheletterwithconfidenceandcourtesy.SampleA:DearMr.PatriciaMarks,CatalogueofCarpetsWethankyouverymuchforyourenquiryof24thAugustandhappytolearnthatyouareinterestedinourcarpets.Iamsureyouwillreceiveacopyofourillustratedcataloguewithsamplesofcarpetinonlyafewdays.Ourcarpetshavelong-standinghistoryandarewell-knowninAsianmarketfortheirsupremequality.Wemanufacturedcarpetsofvariouspatternsinwool,silk,cottonandfabric,amongwhichthehand-madewoolenonesareparticularlyofgreatfame.Theyaremadetobeabletowearandtear.Wealsomanufactureawiderangeofhand-madehanging-rug,traveling-rug,hearth-ruginwhichwethinkyoumaybeinterested.Theyarefullyillustratedinthecatalogueandareofthesamehighquality.Allordersentrustedtousaregivenourcarefulandpromptattention.Wesincerelydesiretohavethepleasureofreceivinganorderfromyou.Yourstruly,S.SaitoSalesmanagerSampleB:DearSirs,WeareinreceiptofyourletterofApril22.Incompliancewithyourrequest,wearesendingyouherewithourquotationsheetforcottontablecloths:ArtNo.501and504.TherespectivequantitiesarequotedonthebasisofCIDC3%PortSudan.Thisofferissubjecttoourfinalconfirmation.Astotherelativesample,wehavedispatchedthemtoyoubyseparatecover.TheChinesetableclothsareofgoodqualityandhavefineworkmanship,theyaremoderatelypriced,whichisknowntoall.Youwillcertainlyagreetothatwhenyouhaveexaminedoursamplesandquotationsheet.Asourstocksarelowandthedemandisheavy,itishopedthatyouwillsendusyourordersasearlyaspossible.Ifyouneedanyfurtherinformationaboutourproducts,pleasedonothesitatetoletusknowbyreturn.Ourusualtermsofpaymentarebyletterofcreditavailablebysightdraft.Insuranceistobecoveredbythesellerfor110%oftheinvoicevalueagainstALLRISKSandWarRisk.Whatyoumentionedinyourletterinconnectionwiththequestionofagencyhashadourattention.Weshallreverttothematterlateron.Lookingforwardtoyourearlyreply.Yoursfaithfully,(signature)SusanCampbellSampleC:DearMr.Russel:ThankyouforyourinquiryofMay20.Accordingtoyourrequest,weencloseourillustratedcatalogueandpricelistgivingdetailsyouaskfor(intheseparatecover0.Youcanfindarangeofsamplescoveringthefulllineofourcurtainsforyourconsideration.Thesecolorswillbejustwhatyouneed.Furthermore,thebeautifulpatternsandtheexcellentworkmanshipshouldattractthemajorityofbuyers.Wewouldliketoinviteyourattentiontoourotherproducts,suchastableclothsandtablenapkins,detailsofwhichwillbefoundalsointhecatalogue.Wearepleasedtoserveyouatanytime.Yoursfaithfully,ExercisesWriteapositivereplytothefollowingenquiry.DearSirorMadam: Wehaveseenyouradvertisementintoday’sChinaDailyandareinterestedinyourtablecloths,especiallyArt.No.501and504.

PleasequoteusthelowestpricesCIFC3%PortSudanandindicatetherespectivequantitiesofvarioussizesthatyoucansupplyforpromptshipment.Inthemeantime,pleaseforwardusrepresentativesamples.Ifyourpricesareworkableandthequalityissatisfactory,weshallplaceregularordersforfairlylargenumbers.Foryourinformation,wehavedealtintableclothsformorethantwentyyearsandhaveagoodconnectioninthiscountry.Wealsohavesomeassociatedfirmsintheneighbouringcountries,whereareadymarketcanbefoundforyourproducts.Therefore,wewouldliketoknowifyoucanappointusyoursoleagentinSudan,which,wethink,wouldserveyourintereststothebestadvantages.Yourimmediateattentiontoourenquiryandproposalwouldgreatlyobligeus.

Yoursfaithfully,MahanmadDupont

Chapter3Complaint

Objectives●

Backgroundknowledgeofcomplaints；●Skillsofwritingcomplaintandreply.●Typicalsentencesandexpressions.Chapter3Complaint·Back-groundKnowledgeofComplaintListening:Haveyouevermadeanycomplaint?andforwhat?Listentothefollowingthreeconversationsandidentifythesituations.(E11)--unitone4:58,(E89)--unitten5:40/7:14Inabusinesstransaction,countlessaspectsofbusinesscanbreakdown,butthemostcommoncausesforclaimsare:1) deliveryisdefectedordamaged2) delayindelivery3) wronglybilledinvoice4) mix-upindeliveryThepurposeofcomplaintistopointouttheproblemwiththegoodsortheservice,andtoprompttheothersidetomakeasatisfactoryandreasonableresponse.

SkillsofWritingComplaint

GuidelinesforWritingComplaintToachievethedesiredresults,thecomplainershouldbewordedcarefullyandfollowtheprinciplesbelow.1.Begindirectly.Theproblemispresentedattheverystartoftheletterinadirectway.2.Identifythesituation(invoicenumber,productinformation,etc.)inthetext.3.Makecertainthatthecomplaintisbasedonfacts.Namespecificactionstocorrecttheproblemandpolitelymentionstrongtermsifyoufailtogetasatisfactoryreply.4.Theclaimshouldbepracticalandacceptabletotheotherside.5.Endpositively---friendlybutfirm.

Areplytocomplaint

Areplytocomplaintisnotonlymeanttosolveproblem,buttoregaintrustaswell.Thus,aletterfunctioninginthiswayshouldbeinaconstructive,sincere,sympatheticandresponsibletone.Towriteareplytocomplaint,oneshouldgetitimmediately,particularlywhentheothersideisdissatisfied.Thefirstactionafterreceivingacomplaintistolookintothematterimmediately.Ifthecomplaintisreallybasedonfactofyourmistake,youshouldapologizeinyourletterandofferasolutiontosolvetheproblem.

Sample1

DearSirs,Re:OurOrderNo.F2436forCandles

WehavetakendeliveryofthegoodswhicharrivedonS.S.“Peace”onSeptember20th.Wearemuchobligedtoyouforthepromptexecutionoftheorder.

Uponexamination,wefoundthegoodsarecorrectandingoodconditionsexceptforcaseNo.23.

WhencaseNo.23wasopened,itwasfoundthatitscontentswerenotwhatwehadordered.Wecanonlyassumethatamistakehasbeenmadeinmakinguptheorder,andthecontentswereforanotherorder.Asweareinurgentneedoftheseitemstocompleteourrangeofgoods,wehavetoaskyoutomakeimmediatearrangementtosendusthereplacements,whichareontheenclosedlist.Wewillbehappyifyoucancheckthelistwithourorderandyourcopyoftheinvoice.

Meanwhile,weareholdingthementionedcaseatyourdisposal.Pleasefaxustoletusknowwhattodowithit.

Yoursfaithfully,Sample2DearMr.Grant,

Referenceismadetoyourletterof12October2000regardingouraccountNo.645/HRs0098andInvoiceNo.04276.Iappreciateyourbringingthismattertomyattention.

Havingcheckedwithourdispatchingsection,itappearsthatamistakehasbeenmadeonthisoccasion,andthatyouhavebeensentaninvoicewithincorrectdetails.Thereasonforthisisthatwehaverecentlyinstalledanewsystemforstockcontrolandtherehavebeenanumberof“teethingproblems”.Arevised,correctinvoiceisattachedforyourconvenience.

Ihopeyouhavenotbeentooinconveniencedbyourmistake,andthatyouwillcontinuetohonorusasourcustomer.Yoursfaithfully,Sample3DearSirsWewishtorefertoyourletterdated20thMayandyourlettersof12th,17thand19thApril,inwhichyoumadeaclaimonourlastshipmentofspareparts.Afterfurtherconsultationwiththemanufacturersofthegoods,weregrettosaythatweareunabletocometoanypositiveresultwhichwouldhelpclearthesituation.Ourmanufacturersareoftheopinionthatbyafewtracesofrustnoharmcouldbedonetothosespareparts.Theyarenotprecisioninstrumentsafterall,whichwouldneeddifferentpacking.Ourmanufacturersthereforecometotheconclusionthatthereisnovalidgroundforcomplaintsolongassuchadefectdoesnotintheleastaffecttheuseofthegoods.Inconsequence,weconsideritdifficulttofileaclaimagainstthemanufacturers.Nevertheless,wearepreparedtostraightenoutthematterinanamicablewaybypayingyouarebateof5%soastostartwithacleanstate.Wehopethatourproposalwillbeacceptabletoyouforthesettlementofthependingcasesothatwemaycontinuedoingbusinesswithyoushortly.Welookforwardtohavingyourearlyreply.Sample4(poor)Gentlemen:WearesurprisedthatourorderofMay4forsilkblouseshasnotyetcometohand.Ourcustomersareexpectingthisconsignment.Theycontactuseveryday,askingforaexplanation.Pleaseexpeditemakingdeliveryofthisconsignmentandinformusofthedatewecantakedelivery.YoursfaithfullyTasksTask1(E45)—unit64:54Background:Aweekago,apart-timeemployeeintheGeneralOffice,ClaudiaNorthcott,emailedKarlaskingforaprivatemeetingwithhim.Whentheymet,hefoundoutthatshewasrepresentingallthepart-timestaffinthedepartmen