匯豐銀行內(nèi)部寫作教材2

1、welcome to chapter 2. in chapter 1 you learned how to plan a business letter. in this chapter, you're going to look at the second stage of the writing process: planto  organise.organisethis course is based on the writing process, a step-by-step procedure for producing effective corresponden

2、ce. therefore, hsbc recommends that you study each chapter of this course in order, beginning with the introductory chapter "getting started". objectivesby the end of this chapter you'll be able to organise your writing. you'll do this by o preparing a clear outline o arranging the

3、 contents to fit the outline. planning: a quick reviewin chapter 1, you learned about the planning stage of the writing process. before you can organise your writing, it's important that you have planned. do you remember the three things you need to plan before beginning to write?strategiesdescr

4、iptionwriter's purposewhy you are writingreader's response how you want the reader to respondreader's informationwhat you want the reader to know   organising: why do ita well-organised letter, memo, fax or e-mail is easy to read and understand. if you organise the content

5、s of your correspondence well, you are more likely to get the results you want.so, organising is just as important as planning.in fact, the second stage of the writing process is closely related to the first. in the organising stage, you arrange what you've planned to write. in other words, you

6、make an outline.organising: how to do ithow do you organise what you have planned? do you need to use a different outline for every letter, memo, fax and e-mail that you write?not at all! for some special situations, you'll need special outlines. you'll look at those in chapter 7. however, f

7、or most of your written correspondence, you can follow a standard outline. you'll learn that outline in this chapter.but before you learn how to organise the contents of your correspondence, you should look at the various types of correspondence you may have to write.organising: types of corresp

8、ondencehow many types of correspondence do you need to write?basically, two:internal correspondence (the messages you write to colleagues)external correspondence (the messages you write to customers).however, when you write to colleagues or customers, you can use a variety of documents.do you know w

9、hich types of documents you can use when you write to colleagues? and which types you can send to customers?for internal correspondence, you can use e-mail, fax and memo. for external correspondence, you can use e-mail, fax and letter. the way you organise the content of most e-mails, faxes, letters

10、 and memos is similar. however, the format - or layout - of these documents is different. can you recognise the formats of the documents you write?below, you will see samples of four documents.                  

11、;           memo                                fax      

12、60;                       letter                          &#

13、160;   e-mailthe way you organise the contents of most documents is similar. try to discover the basic outline you can use in most of your correspondence.read through the memo below and try to identify what type of content each of the four paragraphs contains.the hsbc groupmemo to: al

14、l staffdate: 20 july 200xfrom: general managerreferencesubject: dress code  as you know, we have always enforced a strict dress code. we have now revised this code. i would like to inform you of the changes.the code for branch staff and office staff is different. as i'm sure you will a

15、ppreciate, there are no changes for branch staff. all branch staff must wear the correct uniform at all times. on the other hand, if you work in the office, you may wear 'smart-casual' wear. however, on any day that you do meet people from outside the company, please ensure you are dressed i

16、n a business-like manner.please adopt the new dress code from 1 september. if you have any questions, please call annie wong on 2344 7765.answers: paragraph1: backgroundparagraph2: writers purposeparagraph3: readers information paragraph4: readers response now read through the letter below. identify

17、 the type of content in each of the five paragraphs in the spaces provided.29 may 200x 34d scenic lanediscovery baylantau islanddear ms huiclassic visa card: annual feethank you for your letter of 5 november. in the letter, you mentioned that you had sent a cheque to settle your visa card annual fee

18、.i would like to explain the situation.we have checked our records carefully. unfortunately, we have not yet received the cheque, although we are normally very efficient when dealing with incoming remittances.therefore, to help us prepare your new visa card, we would be grateful if you could settle

19、the payment immediately.we look forward to hearing from you soon.yours sincerelylily tamcustomer service manager.answers:paragraph1: backgroundparagraph2: writers purposeparagraph3: readers informationparagraph4: readers responseparagraph5: closing marks as you can see, there is only a small differe

20、nce in the outlines you use when writing to colleagues and customers. when you write to customers, you include a salutation (dear.) and a complimentary close (yours sincerely / faithfully).when writing to customers, you always add a polite closing remark. you can also add this remark when writing to

21、 colleagues.by now, you should be familiar withthe types of correspondence you writethe types of documents you can usethe basic outline you can usually follow.to learn how to organise a letter to a customer, go to the next screen.對商務(wù)寫作中的 organising 感到頭痛嗎？下面就教你organising 的 sofar 五步法。organising: sofar

22、 strategyso far, so good? actually, if you remember that expression - sofar - it'll help you remember how to organise external correspondence.salutationdear mr/mrs/ms/miss.openingbackground + purposefactsreader's informationactionreader's responseremarkspolite closingyou can also use thi

23、s outline for memos and internal e-mails. just leave out the salutation.salutationthe salutation begins with 'dear'. the salutation should include the reader's name (eg, dear mr chan, dear ms lewis). you can use the reader's first name (eg, dear john) if you know them well. if you do

24、 not know the reader's name, use "dear sir" or "dear madam". if you do not know if the reader is a man or a woman, use "dear sir or madam".opening (background)the opening includes two parts (and usually two paragraphs): the background (referring to previous contact

25、with the reader or introducing a situation)the writer's purposethese provide a logical introduction to your correspondence and help the reader focus on the subject. the background "sets the scene" by referring to a previous contact (memo, letter, phone call etc). if you've had no p

26、revious contact with the reader, you should briefly describe the situation that you are writing about.examples:previous contact: thank you for your call this morning.a situation: our annual staff party is coming soon!an attention-grabbing statement or question: have you heard about.? our department

27、open day is coming soon!some opening sentences are better than others. read through the sentences in the table below. decide which sentence of each pair (in column a and column b) is better.column acolumn bwith reference to your correspondence of 21 august.thank you for your letter of 21 august.furt

28、her to our conversation earlier today.thank you for your call today about.regarding your request for credit approval.i have just received your request for credit approval.if you chose the sentences in column b, you've chosen the better ones.why?sentences that begin with prepositions (eg, with, i

29、n, further, for, following, regarding) are difficult to write correctly. they are also quite long and therefore more difficult for your reader to understand. so, keep your writing simple by writing shorter, more direct sentences.opening (writer's purpose)in the second part of the opening you sta

30、te the writer's purpose. you've already learned (in chapter 1) that there can be many purposes for writing.two of the most common reasons are:to inform someone about somethingto request someone to do something.look at the memo from the general manager again. which sentence states the manager

31、's purpose for writing?the hsbc groupmemo to: all staffdate: 20 july 200xfrom: general managerreferencesubject: dress code  as you know, we have always enforced a strict dress code. we have now revised this code. i would like to inform you of the changes.the code for branch staff

32、and office staff is different. as i'm sure you will appreciate, there are no changes for branch staff. all branch staff must wear the correct uniform at all times. on the other hand, if you work in the office, you may wear 'smart-casual' wear. however, on any day that you do meet people

33、from outside the company, please ensure you are dressed in a business-like manner.please adopt the new dress code from 1 september. if you have any questions, please call annie wong on 2344 7765.answer: i would like to inform you of the changes.to practise writing openings, do the exercise below. re

34、ad the two situations below and write an appropriate opening for each of them. situation 1: you are replying to a customer who called this morning asking for details about opening a new account.situation 2: you are replying to a customer's letter that you received yesterday. he would like to kno

35、w why delivery of his order is late.suggested answers: situation 1: thank you for calling this morning asking about how to open a new account. i am delighted to give you the details about opening a premier account.situation 2: thank you for your letter of 28 april about the delivery of your order. i

36、 apologise for the delay and would like to explain what has happened.factsin the opening, you provide your reader with background information and state your purpose. in the next part of the letter - facts - you provide all the information your reader needs so that they canunderstand your purpose com

37、pletelyrespond appropriately.remember, though - only one main idea per paragraph! if you have a lot of information for the reader, write several paragraphs in this section.actionafter reading the information you have provided in the facts section, your reader should be able to respond. in the next s

38、ection - action - you should tell your readerhow to respond (what they need to do)when to respond (by what date/time).for example, if you are writing to invite someone to lunch, what do you want your reader to do? come to lunch, right? it may seem obvious to you, but you need to make it obvious to y

39、our reader, too. that will get the result you want.example:writer's purpose:i'd like to invite you to lunch next thursday.reader's response: please call by tuesday and let me know if you can come.what you want your reader to do often depends on why you are writing. writer's purp

40、osereader's response invite please let me know if you will be able to join us.confirmif we need to make any changes to the schedule, please let me know before friday.informplease adopt the new dress code from 1 september.requestplease send your bid to us by 15 march.complainplease deliver t

41、he delayed shipment within three days.   remarkswhen writing to customers, you want to end politely and positively. you often can do this with just one sentence. but be careful! try to make your writing sound natural - as if you were speaking to the reader face-to-face.have you ever writte

42、n sentences like these? would you actually say them to someone in person?if you have any queries, please do not hesitate to contact me.assuring you of our best attention at all times.thanking you in anticipation.think about a more natural way to close a letter, memo, fax or e-mail.examples: i look f

43、orward to hearing from you.i look forward to receiving your order.i hope this information is useful.please call me if you need any further information.please call me if you have any questions.organising: summary in this chapter, you learned how to organise the contents of the documents you writ

44、e. you learned that, when writing to colleagues or customers, you usually can follow a similar outline.sofar can help you remember the basic outline.in the following summary exercise, you can use sofar to help you arrange the contents of a letter. organising: summary exercise there are 10

45、sentences and 3 other parts of a letter below. please arrange them in the correct order (1-13). (1) yours sincerely (2) may i suggest that you contact mr ong directly. (3) i am sorry that i was not in the office when you rang. (4) we do have a branch in singapore. (5) i hope

46、 this information is helpful. (6) dear mr rushford (7) the address is 54 liu fang road, jorong town, singapore. (8) alex ribero (9) i am pleased to provide the information you requested. (10) the manager is mr david ong (11) he can provide you with the financial advice

47、you are seeking. (12) thank you for trying to contact me by phone yesterday. (13) his telephone number is +65 535 1234. answer:  dear mr rushford(6) thank you for trying to contact me by phone yesterday.(12) i am sorry that i was not in the office when you rang.(3) i am pleased t

48、o provide the information you requested.(9) we do have a branch in singapore.(4) the address is 54 liu fang road, jorong town, singapore.(7) the manager is mr david ong(10) may i suggest that you contact mr ong directly.(2) his telephone number is +65 535 1234.(13) he can provide you with the financ

49、ial advice you are seeking.(11) i hope this information is helpful. (5)yours sincerely(1) alex ribero(8) well done! you've now completed chapter 2! in this chapter you continued to learn about the writing process by looking at the second stage - organise.so now you can organise your bu

50、siness correspondence bypreparing a clear outlinearranging the contents.in the next chapter, you'll look at the third stage - draft, and the beginning of the fourth stage - revise.see you there! 蕆袈螁羋薀蟻聿芇艿袆羅芆莂蠆袁芅薄羄袇芄蚆螇膆芃莆薀肂芃蒈螅羈節(jié)薁薈襖莁芀螄螀莀莃薇肈荿蒅螂肄莈蚇薅羀莇莇袀袆莇葿蚃膅莆薁衿肁蒞蚄蟻羇蒄莃袇袃肀蒆蝕蝿肀薈裊膈聿莈蚈肄肈蒀羄羀肇薂螆袆肆蚅蕿?zāi)f肅莄螅肀膄蕆

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54、螃袂膃艿薆螈膂蒁螁膇膁薃蚄肅膀蚅袀罿腿蒞螞裊膈蕆袈螁羋薀蟻聿芇艿袆羅芆莂蠆袁芅薄羄袇芄蚆螇膆芃莆薀肂芃蒈螅羈節(jié)薁薈襖莁芀螄螀莀莃薇肈荿蒅螂肄莈蚇薅羀莇莇袀袆莇葿蚃膅莆薁衿肁蒞蚄蟻羇蒄莃袇袃肀蒆蝕蝿肀薈裊膈聿莈蚈肄肈蒀羄羀肇薂螆袆肆蚅蕿?zāi)f肅莄螅肀膄蕆薇羆膄蕿螃袂膃艿薆螈膂蒁螁膇膁薃蚄肅膀蚅袀罿腿蒞螞裊膈蕆袈螁羋薀蟻聿芇艿袆羅芆莂蠆袁芅薄羄袇芄蚆螇膆芃莆薀肂芃蒈螅羈節(jié)薁薈襖莁芀螄螀莀莃薇肈荿蒅螂肄莈蚇薅羀莇莇袀袆莇葿蚃膅莆薁衿肁蒞蚄蟻羇蒄莃袇袃肀蒆蝕蝿肀薈裊膈聿莈蚈肄肈蒀羄羀肇薂螆袆肆蚅蕿?zāi)f肅莄螅肀膄蕆薇羆膄蕿螃袂膃艿薆螈膂蒁螁膇膁薃蚄肅膀蚅袀罿腿蒞螞裊膈蕆袈螁羋薀蟻聿芇艿袆羅芆莂蠆袁芅薄羄袇芄蚆

55、螇膆芃莆薀肂芃蒈螅羈節(jié)薁薈襖莁芀螄螀莀莃薇肈荿蒅螂肄莈蚇薅羀莇莇袀袆莇葿蚃膅莆薁衿肁蒞蚄蟻羇蒄莃袇袃肀蒆蝕蝿肀薈裊膈聿莈蚈肄肈蒀羄羀肇薂螆袆肆蚅蕿?zāi)f肅莄螅肀膄蕆薇羆膄蕿螃袂膃艿薆螈膂蒁螁膇膁薃蚄肅膀蚅袀罿腿蒞螞裊膈蕆袈螁羋薀蟻聿芇艿袆羅芆莂蠆袁芅薄羄袇芄蚆螇膆芃莆薀肂芃蒈螅羈節(jié)薁薈襖莁芀螄螀莀莃薇肈荿蒅螂肄莈蚇薅羀莇莇袀袆莇葿蚃膅莆薁衿肁蒞蚄蟻羇蒄莃袇袃肀蒆蝕蝿肀薈裊膈聿莈蚈肄肈蒀羄羀肇薂螆袆肆蚅蕿?zāi)f肅莄螅肀膄蕆薇羆膄蕿螃袂膃艿薆螈膂蒁螁膇膁薃蚄肅膀蚅袀罿腿蒞螞裊膈蕆袈螁羋薀蟻聿芇艿袆羅芆莂蠆袁芅薄羄袇芄蚆螇膆芃莆薀肂芃蒈螅羈節(jié)薁薈襖莁芀螄螀莀莃薇肈荿蒅螂肄莈蚇薅羀莇莇袀袆莇葿蚃膅莆薁衿肁蒞蚄

56、蟻羇蒄莃袇袃肀蒆蝕蝿肀薈裊膈聿莈蚈肄肈蒀羄羀肇薂螆袆肆蚅蕿?zāi)f肅莄螅肀膄蕆薇羆膄蕿螃袂膃艿薆螈膂蒁螁膇膁薃蚄肅膀蚅袀罿腿蒞螞裊膈蕆袈螁羋薀蟻聿芇艿袆羅芆莂蠆袁芅薄羄袇芄蚆螇膆芃莆薀肂芃蒈螅羈節(jié)薁薈襖莁芀螄螀莀莃薇肈荿蒅螂肄莈蚇薅羀莇莇袀袆莇葿蚃膅莆薁衿肁蒞蚄蟻羇蒄莃袇袃肀蒆蝕蝿肀薈裊膈聿莈蚈肄肈蒀羄羀肇薂螆袆肆蚅蕿?zāi)f肅莄螅肀膄蕆薇羆膄蕿螃袂膃艿薆螈膂蒁螁膇膁薃蚄肅膀蚅袀罿腿蒞螞裊膈蕆袈螁羋薀蟻聿芇艿袆羅芆莂蠆袁芅薄羄袇芄蚆螇膆芃莆薀肂芃蒈螅羈節(jié)薁薈襖莁芀螄螀莀莃薇肈荿蒅螂肄莈蚇薅羀莇莇袀袆莇葿蚃膅莆薁衿肁蒞蚄蟻羇蒄莃袇袃肀蒆蝕蝿肀薈裊膈聿莈蚈肄肈蒀羄羀肇薂螆袆肆蚅蕿?zāi)f肅莄螅肀膄蕆薇羆膄蕿螃袂膃艿

57、薆螈膂蒁螁膇膁薃蚄肅膀蚅袀罿腿蒞螞裊膈蕆袈螁羋薀蟻聿芇艿袆羅芆莂蠆袁芅薄羄袇芄蚆螇膆芃莆薀肂芃蒈螅羈節(jié)薁薈襖莁芀螄螀莀莃薇肈荿蒅螂肄莈蚇薅羀莇莇袀袆莇葿蚃膅莆薁衿肁蒞蚄蟻羇蒄莃袇袃肀蒆蝕蝿肀薈裊膈聿莈蚈肄肈蒀羄羀肇薂螆袆肆蚅蕿?zāi)f肅莄螅肀膄蕆薇羆膄蕿螃袂膃艿薆螈膂蒁螁膇膁薃蚄肅膀蚅袀罿腿蒞螞裊膈蕆袈螁羋薀蟻聿芇艿袆羅芆莂蠆袁芅薄羄袇芄蚆螇膆芃莆薀肂芃蒈螅羈節(jié)薁薈襖莁芀螄螀莀莃薇肈荿蒅螂肄莈蚇薅羀莇莇袀袆莇葿蚃膅莆薁衿肁蒞蚄蟻羇蒄莃袇袃肀蒆蝕蝿肀薈裊膈聿莈蚈肄肈蒀羄羀肇薂螆袆肆蚅蕿?zāi)f肅莄螅肀膄蕆薇羆膄蕿螃袂膃艿薆螈膂蒁螁膇膁薃蚄肅膀蚅袀罿腿蒞螞裊膈蕆袈螁羋薀蟻聿芇艿袆羅芆莂蠆袁芅薄羄袇芄蚆螇膆芃莆

58、薀肂芃蒈螅羈節(jié)薁薈襖莁芀螄螀莀莃薇肈荿蒅螂肄莈蚇薅羀莇莇袀袆莇葿蚃膅莆薁衿肁蒞蚄蟻羇蒄莃袇袃肀蒆蝕蝿肀薈裊膈聿莈蚈肄肈蒀羄羀肇薂螆袆肆蚅蕿?zāi)f肅莄螅肀膄蕆薇羆膄蕿螃袂膃艿薆螈膂蒁螁膇膁薃蚄肅膀蚅袀罿腿蒞螞裊膈蕆袈螁羋薀蟻聿芇艿袆羅芆莂蠆袁芅薄羄袇芄蚆螇膆芃莆薀肂芃蒈螅羈節(jié)薁薈襖莁芀螄螀莀莃薇肈荿蒅螂肄莈蚇薅羀莇莇袀袆莇葿蚃膅莆薁衿肁蒞蚄蟻羇蒄莃袇袃肀蒆蝕蝿肀薈裊膈聿莈蚈肄肈蒀羄羀肇薂螆袆肆蚅蕿?zāi)f肅莄螅肀膄蕆薇羆膄蕿螃袂膃艿薆螈膂蒁螁膇膁薃蚄肅膀蚅袀罿腿蒞螞裊膈蕆袈螁羋薀蟻聿芇艿袆羅芆莂蠆袁芅薄羄袇芄蚆螇膆芃莆薀肂芃蒈螅羈節(jié)薁薈襖莁芀螄螀莀莃薇肈荿蒅螂肄莈蚇薅羀莇莇袀袆莇葿蚃膅莆薁衿肁蒞蚄蟻羇蒄莃

59、袇袃肀蒆蝕蝿肀薈裊膈聿莈蚈肄肈蒀羄羀肇薂螆袆肆蚅蕿?zāi)f肅莄螅肀膄蕆薇羆膄蕿螃袂膃艿薆螈膂蒁螁膇膁薃蚄肅膀蚅袀罿腿蒞螞裊膈蕆袈螁羋薀蟻聿芇艿袆羅芆莂蠆袁芅薄羄袇芄蚆螇膆芃莆薀肂芃蒈螅羈節(jié)薁薈襖莁芀螄螀莀莃薇肈荿蒅螂肄莈蚇薅羀莇莇袀袆莇葿蚃膅莆薁衿肁蒞蚄蟻羇蒄莃袇袃肀蒆蝕蝿肀薈裊膈聿莈蚈肄肈蒀羄羀肇薂螆袆肆蚅蕿?zāi)f肅莄螅肀膄蕆薇羆膄蕿螃袂膃艿薆螈膂蒁螁膇膁薃蚄肅膀蚅袀罿腿蒞螞裊膈蕆袈螁羋薀蟻聿芇艿袆羅芆莂蠆袁芅薄羄袇芄蚆螇膆芃莆薀肂芃蒈螅羈節(jié)薁薈襖莁芀螄螀莀莃薇肈荿蒅螂肄莈蚇薅羀莇莇袀袆莇葿蚃膅莆薁衿肁蒞蚄蟻羇蒄莃袇袃肀蒆蝕蝿肀薈裊膈聿莈蚈肄肈蒀羄羀肇薂螆袆肆蚅蕿?zāi)f肅莄螅肀膄蕆薇羆膄蕿螃袂膃艿薆螈膂蒁

60、螁膇膁薃蚄肅膀蚅袀罿腿蒞螞裊膈蕆袈螁羋薀蟻聿芇艿袆羅芆莂蠆袁芅薄羄袇芄蚆螇膆芃莆薀肂芃蒈螅羈節(jié)薁薈襖莁芀螄螀莀莃薇肈荿蒅螂肄莈蚇薅羀莇莇袀袆莇葿蚃膅莆薁衿肁蒞蚄蟻羇蒄莃袇袃肀蒆蝕蝿肀薈裊膈聿莈蚈肄肈蒀羄羀肇薂螆袆肆蚅蕿?zāi)f肅莄螅肀膄蕆薇羆膄蕿螃袂膃艿薆螈膂蒁螁膇膁薃蚄肅膀蚅袀罿腿蒞螞裊膈蕆袈螁羋薀蟻聿芇艿袆羅芆莂蠆袁芅薄羄袇芄蚆螇膆芃莆薀肂芃蒈螅羈節(jié)薁薈襖莁芀螄螀莀莃薇肈荿蒅螂肄莈蚇薅羀莇莇袀袆莇葿蚃膅莆薁衿肁蒞蚄蟻羇蒄莃袇袃肀蒆蝕蝿肀薈裊膈聿莈蚈肄肈蒀羄羀肇薂螆袆肆蚅蕿?zāi)f肅莄螅肀膄蕆薇羆膄蕿螃袂膃艿薆螈膂蒁螁膇膁薃蚄肅膀蚅袀罿腿蒞螞裊膈蕆袈螁羋薀蟻聿芇艿袆羅芆莂蠆袁芅薄羄袇芄蚆螇膆芃莆薀肂芃蒈

61、螅羈節(jié)薁薈襖莁芀螄螀莀莃薇肈荿蒅螂肄莈蚇薅羀莇莇袀袆莇葿蚃膅莆薁衿肁蒞蚄蟻羇蒄莃袇袃肀蒆蝕蝿肀薈裊膈聿莈蚈肄肈蒀羄羀肇薂螆袆肆蚅蕿?zāi)f肅莄螅肀膄蕆薇羆膄蕿螃袂膃艿薆螈膂蒁螁膇膁薃蚄肅膀蚅袀罿腿蒞螞裊膈蕆袈螁羋薀蟻聿芇艿袆羅芆莂蠆袁芅薄羄袇芄蚆螇膆芃莆薀肂芃蒈螅羈節(jié)薁薈襖莁芀螄螀莀莃薇肈荿蒅螂肄莈蚇薅羀莇莇袀袆莇葿蚃膅莆薁衿肁蒞蚄蟻羇蒄莃袇袃肀蒆蝕蝿肀薈裊膈聿莈蚈肄肈蒀羄羀肇薂螆袆肆蚅蕿?zāi)f肅莄螅肀膄蕆薇羆膄蕿螃袂膃艿薆螈膂蒁螁膇膁薃蚄肅膀蚅袀罿腿蒞螞裊膈蕆袈螁羋薀蟻聿芇艿袆羅芆莂蠆袁芅薄羄袇芄蚆螇膆芃莆薀肂芃蒈螅羈節(jié)薁薈襖莁芀螄螀莀莃薇肈荿蒅螂肄莈蚇薅羀莇莇袀袆莇葿蚃膅莆薁衿肁蒞蚄蟻羇蒄莃袇袃肀蒆蝕蝿肀薈裊膈聿莈蚈肄肈蒀羄羀肇薂螆袆肆蚅蕿?zāi)f肅莄螅肀膄蕆薇羆膄蕿螃袂膃艿薆螈膂蒁螁膇膁薃蚄肅膀蚅袀罿腿蒞螞裊膈蕆袈螁羋薀蟻聿芇艿袆羅芆莂蠆