商务交流

章节摘录

　　6.1 How to Apologize Each of us has, atone time or another, said or done something that we wish we hadn't said or done.Rather than dwell on the mistake, however, we should take quick action to remedy the problem and then get on with life.An effective letter of apology is an important part of that process and can help turn "emons into lem- onade" and actually improve a relationship.When you are writing an apology letter , you should do as follows：（①） Offer your apology in the beginning of the let-ter.Clearly state the problem："Please accept my apol-ogy for being unable to give you a definitive answer atthis time…" or "We apologize for whatever inconven-ience this may cause you, but…" （②） Provide a brief, concise overview of the situa-tion.Include any explanations or reasons that may pro-vide a better understanding to the individual.This willshow the reader that you really understand the matterat hand.（③） Focus on what actions you are taking to rectifythe problem.Assure the reader that you have taken thenecessary steps to ensure there is no re-occurrence of the situation."We are happy to offer you a full refund…" or"We will be happy to notify you as soon as we receivethe information you requested…" 6.1 如何道歉 任何人都会犯错误，犯了错误就要及时改正并弥补损失。一封好的道歉信能够转化危机改善彼此关系。写道歉信时应遵照如下原则：①在信的开头就该说明问题并道歉：“我这次未能给你一个确定的答复，请接受我的歉意。”或者“我们为这次给您带来的不便致歉，但是……” ②简洁的阐述处境。解释犯错的原因。开头要包括对问题的解释或者说明原因，这样可以让读者更理解你的处境。同时也表明你理解目前的状况。③重点强调自己将会采取措施弥补错误。向对方保证此类问题决不再犯。

书籍目录

1.Communication s Foundation1 
  1.1The importance communication1 
  1.2The managerial functio of communication1 
  1.3Formats for lette，memos，and e?mail messages2 
  1.3.1Formats for lette2 
  1.3.2Formats for Memos13 
  1.3.3Formats for e?Mail Messages17 
2.The Structure of Your document20 
  2.1Choosing words20 
  2.2Developing sentences20 
  2.3Developing paragraphs22 
  2.3.1What is a paragraph?22 
  2.3.2The Basic Rule：Keep One Idea to One Paragraph22 
  2.3.3Elements of a Paragraph22 
3.How to Start/Awer/End Lette24 
  3.1How to Start Your Letter24 
  3.1.1Thank You letter24 
  3.1.2A Letter of Request25 
  3.1.3Introduction letter25 
  3.2How to Awer Letter25 
  3.2.1Complaint Letter26 
  3.2.2Decline Letter27 
  3.3How to End Letter28 
4.Good News29 
  4.1How to Write a Subject Line29 
  4.1.1Making Subject Lines Specific30 
  4.1.2Making Subject Lines Concise30 
  4.1.3Making Subject Lines Appropriate for the Pattern of
Organization30 
  4.2The Organization of Good News31 
  4.3When to use reader benefits 32 
  4.4The most common kinds of informative and positive messages33 
  4.4.1Thank?You and Congratulatory Notes33 
  4.4.2Adjustments and Respoes to Complaints35 
  4.4.3Tramittals36 
  4.4.4Confirmatio38 
5.Bad News39 
  5.1The Parts of a Bad News39 
  5.1.1Subject Lines39 
  5.1.2Buffe40 
  5.1.3Reaso41 
  5.1.4Refusals42 
  5.1.5Alternatives42 
  5.1.6Endings43 
  5.2How to organize Negative Messages43 
  5.2.1Negative messages to clients and custome43 
  5.2.2Negative messages to superio43 
  5.2.3Negative messages to pee and subordinates44 
  5.3Example44 
6.How to Apologize & How to Make a Mild Complaint48 
  6.1How to Apologize48 
  6.2How to Make a Mild Complaining Letter50 
  6.2.1Background50 
  6.2.2Problem51 
  6.2.3Solution52 
  6.2.4Warning （optional）52 
  6.2.5Closing52 
  6.3Example52 
7.Peuasive Messages54 
  7.1The importance of peuasive messages54 
  7.2The classification and features of peuasive messages55 
  7.3Choosing a Peuasive Strategy55 
  7.3.1What do you want people to do?56 
  7.3.2What objectio, if any, will the audience have?56 
  7.3.3How strong a case can you make?57 
  7.3.4What kind of peuasion is best for the organization, and the
culture?58 
  7.4Using Your Analysis to Choose a Peuasive Strategy58 
  7.4.1Writing Peuasive Direct Request59 
  7.4.2Writing Peuasive Problem?Solving Messages60 
  7.5Tone in Peuasive Messages63 
  7.6Varieties of Peuasive Messages64 
  7.6.1Collection Lette64 
  7.6.2Performance Appraisals66 
  7.6.3Lette of Recommendation67 
  7.7Solving a Sample Problem68 
8.Identify Purposes of Writing and Building Goodwill72 
  8.1To build goodwill72 
  8.2To create you?attitude72 
  8.3Positive emphasis78 
  8.4Reducing bias78 
9.Reports80 
  9.1Title page81 
  9.2Letter or memo of tramittal83 
  9.3Table of contents85 
  9.4List of illustratio85 
  9.5Executive summary86 
  9.6Introduction87 
  9.7Background or History88 
  9.8Conclusio and Recommendatio88 
10.Graphs and Other Visuals90 
  10.1When to use visuals91 
  10.2Designing visuals92 
  10.3Integrating visuals in your text98 
11.Citing and Referencing99 
  11.1In?text citation99 
  11.2Bibliography/References101 
12.Resume103 
  12.1When to prepare your job hunting103 
  12.2Evaluating your strengths and interests104 
  12.3What to include in a resume105 
  12.4Guidelines for resume107 
  12.5Mistakes and erro in a resume111 
  12.6Dealing with difficulties111 
13.Making Oral Presentatio 113 
  13.1Dealing with fear113 
  13.2Purposes in oral presentatio114 
  13.3Planning a strategy for your presentation114 
  13.4Your opening and close should be strong115 
  13.4.1Your opener115 
  13.4.2Your End117 
  13.5Planning PowerPoint Slides117 
  13.6Organizing your information118 
  13.7Delivering a presentation118 
  13.8An example presentation text119 
14.Organizing a meeting120 
  14.1Fit decide if you need to have a meeting120 
  14.2How to organize a meeting120 
  14.2.1Identify the need for a meeting121 
  14.2.2Planning a meeting121 
  14.2.3Arranging a meeting124 
  14.2.4Preparing for a meeting124 
  14.2.5Running a meeting125 
  14.2.6Finalizing & issuing the agreed minutes125 
  14.3During a meeting125 
  14.3.1At the beginning, you d have Small Talk125 
  14.3.2Welcome126 
  14.3.3Introductio126 
  14.3.4Roll Call/Apologies127 
  14.3.5Objectives127 
  14.3.6Following the Agenda128 
  14.3.7Closing a Meeting132 
  14.4Vocabulary for meetings134 
Exercises137

作者简介

商务交流（双语版），ISBN：9787122146359，作者：刘晓鹏，崔发强 编

图书封面

---

 商务交流下载

---