Language Differences in Formal and Informal Business Correspondence 第3页1.2.1 Courtesy
Courtesy means to show sincere politeness, heartfelt respect, considerate understanding, thoughtful appreciation, honest friendship and in your letters. Try your best to avoid using the impolite and unpleasant phrases. Let the readers feel your respect. You have to grasp the right tone before writing. In your letter, you should convince the reader with your firm stance but still let them feel your kindness. The proper tone will let the reader feel warm and keep them interested. Reply the letter in time is courtesy. Even if you do not think the recipient is right, you should still respond politely and tactfully.
Example:
(a) We are sorry that you misunderstood us.
(b) We are sorry that we did not make ourselves clear.
Those sentences are saying the same meaning, but A’s tone is blaming the other side. B’s tone is bearing the duty actively. The difference between those is in the expression. The reader will get a very different mood from them.
Through the comparison of the example, we should grasp the principle of courtesy.
Poor: You did not enclose the price lists in your letter.
Better: The price lists were not enclosed in your letter.
Poor: We must refuse your offer.
Better: We regret that we are unable to accept your offer.
1.2.2 Consideration
The consideration principle, it requires the writer to use “You-attitude”, not “We-attitude”. Try to put yourself in his or her place to give consideration to his or her wishes, demands, interests and difficulties. In order to impress your readers with goodwill, the contents of your letter must be the well-connected to communicate your message. The best effect is a letter that achieves its purpose while refraining from harming business relationship or friendship. Even if you receive an impolite or unfriendly letter, do not reply the writer with a mean tone. Use the positive tone as much as possible and try to avoid using negative tone. Here are some examples to experience the tone and attitude.
Example:
Poor: We allow 3 percent discount (We-attitude)
Better: You earn 3 percent discount (You-attitude)
Poor: We do not believe you will have cause for dissatisfaction (Negative)
Better: We feel sure that you will be satisfied (Positive)
1.2.3Clarity
The writer should keep in mind what he/she wants to say in a letter. We can not let the reader misunderstand us or our intention. Therefore, we need to avoid using imprecise and obscure words. It is welcomed to use the simplest language, plain and simple words are easier to be understood. A properly paragraph is required for the purpose of clarity. Generally, one paragraph should surround one topic. Clear correspondences abound with sincerity.
Example:
1) As to the steamer sailing from Shanghai to Los Angeles, we have bimonthly direct services.
Bimonthly has two definitions. It could express twice a month or once two months. So, it is very easy to be understood. Therefore, it needs to be revised as follows:
(a) We have two direct sailings every month from Shanghai to Los Angeles.
(b) We have a direct sailing from Shanghai to Los Angeles every two months.
2) (a) Only we shall be able to supply 10 tons of this item.
(b) We shall be able to supply only 10 tons of this item.
“Only” in the different positions, then the sentences have different meanings. We should pay more attention to that. First sentence infers that no one else can supply this item that much --only we can supply 10 tons. Second sentence means our stock just has 10 tons.
1.2.4 Completeness
The business correspondence should contain all the necessary information. Avoid using postscript, if not, the reader will feel your attitude is not sincere and you are not doing business seriously. An incomplete letter will upset the reader by not telling the information that is needed. Additionally, this will delay each other’s work.
For example, if the buyer accepted an offer, then he/ she should reply it in accordance with the contents. Generally, we could summarize them as “5Ws” (who, what, when, where, why) and “1H” (how), which help to check the completeness of the correspondence. Who places the order? What is the product? When to pack? Where is the port? How to pay? If you have some special request, you need to explain “why”.
Example:
Dear Sir:
Re: Sweaters
With reference to your letter of May 8. We are pleased to accept your offer as per your Quotation Sheet No. 1/01/2OD5 for the follow:
50 dozen. Cashmere sweater, small, CIF Hamburg US$150.00 per dozen.
70 dozen. Cashmere sweater, medium, CIF Hamburg US$180.00 per dozen.
50 dozen. Cashmere sweater, large, CIF Hamburg US$200.00 per dozen.
Packing: Each Sweater to be packed in a poly bag, per dozen in a tin lined carton, with 10 dozen to a wooden case.
Payment: 100% by irrevocable letter of credit and drawn at sight.
Delivery: May/June.
Other terms as per your quotation
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