Business communication (90

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Кратко представьте свой профессиональный портрет, явно или неявно сравнив требования, предъявляемые к кандидату, с вашими объективными возможностями:

Five years experience in every aspect of the immobility market in Moscow and Russia.

I offer more than twelve years of business experience in marketing and sales of food and beverages mainly in East Europe.

Проявите свою высокую мотивацию занять вакантную должность и внести выдающийся вклад в успех компании:

I am confident that with my abilities I can make a substantial and valuable contribution to the XXX company.

I strongly believe that your company would provide a working climate where my diverse working experience would be valuable.

I am interested in an accounting manager position within your company where my abilities and qualifications can be fully applied for our mutual benefits.

В случае, если вам предстоит поменять место жительства и вы к этому готовы, необходимо это также указать:

I am ready to relocate. Relocation would not be a problem. I am able to relocate anywhere.

I am ready to move.

Укажите вашу готовность приехать на интервью для выяснения остальных важных деталей:

I welcome an opportunity to meet with you and to discuss my abilities and qualification.

I look forward to schedule an interview at your earliest convenience to learn more about your corporation and how I could contribute to its continued success.

I would welcome the opportunity to discuss my credentials in a personal interview.

Поблагодарите за рассмотрение вашего письма и резюме:

Thank you for your time and consideration. Thank you for your time.

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Упражнение 4. Прочтите письмо-заявление на вакантную должность.

текст

письма

Как автор выражает следующие идеи (1–8) в своем письме?

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Упражнение 5. Вы увидели это объявление в местной газете (от 23 июня 2010) и решили сделать заявку. Напишите письмо (адрес не указывайте).

Au pairAmerica!

We are looking for motivated and energetic people from different countries to spend at least two months in the US looking after small children in family homes.

Training will be given although experience is preferred.

Write and tell us why y ou are the person we are looking for and explain how y ou would benefit from this experience.

Don’t delay !Apply to ‘Au PairAmerica’today !

3. Письмо-жалоба (Letters of Complaint)

Письма с жалобой по поводу продуктов, сервиса, доставки и пр. принадлежат к категории наиболее трудных писем. Цель письма-жалобы не просто выразить претензию, а получить компенсацию за невыполнение деловых обязательств.

Во вступительном параграфе объясните, по какому поводу вы жалуетесь, опираясь на фактический материал (даты, суммы, номер заказа и пр.):

I am writing to you to complain about the service…

I am writing to you with reference to the above safari, which you organized. . .

I have received your invoice No 4354-AZ for $1467 but noticed that a number of errors have been made.

Объясните ваш резон для жалобы, сравнивая обещанные деловые обязательства (услуги, сервис, выполнение заказа и пр.) и реальные обстоятельства:

Unfortunately, the reality was very different. I regret to inform you that…

We regret to inform you that we were no at all satisfied with your service.

Если это уместно, опишите ваши собственные действия, которые вы предприняли, чтобы решить возникшую проблему:

Wehavetriedtocontactyoubyphonebutcouldnotgetanyonewhoknewanything about this matter.

We contacted your representative in Katmandu, but unfortunately without any success.

We enclose a report on the damage from…

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Потребуйте от компании, не выполнившей свои обязательства, разъяснений, компенсации за причиненный ущерб, возмещения моральных и материальных издержек:

The best solution would be for me to return the wrong items to you, postage and package forward.

I feel I deserve some sort of compensation for this such as…

I suggest the money be exchanged at the rate pertaining on that day and that all charges be waived.

We must insist that you have to cover our expenses… We must insist on receiving our prior payment…

I should therefore like to have my money refunded. Therefore I look forward to hearing your comments.

Wewouldbeinterestedtoknowifyoucanofferanexplanationforthispoorquality of your service.

Стандартное окончание письма:

I look forward to hearing from you.

Упражнение 6. Различные типы жалоб. Посмотрите на выдержки из писем-жалоб (a–f) и решите, какое из этих объяснений (1–5) наилучшим образом описывает, что случилось. Пример под цифрой (0).

a. When I arrived at the camp site, I opened the tent for the first time and started to put it up. However, I soon realised that the zip was broken. I could not close the tent flap and because it was cold, I had to find a guest house to sleep in.

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b. When I telephoned to cancel my credit card, the woman told me that I could not cancel the agreement for another 6 months. When I asked to speak to the manager, she put me on hold. Then, I was cut off before I was able to speak to the manager.

c. When my 3-year old son opened the box, he was very happy with his birthday c. When my 3-year old son opened the box, he was very happy with his present. However, I noticed that one of the wheels was already broken and it fell birthday present. However, I noticed that one of the wheels was already broken

off after only 5 minutes.

and it fell off after only 5 minutes.

d. Your brochure promised a 3-star hotel with an excellent restaurant. When I arrived from the airport, I was shocked to find a small guest house which had no hot water. What is more, the restaurant only served sandwiches and soft drinks.

e. We sat down at our table and ordered our meals. Unfortunately, we had to wait almost 45 minutes for our food. In addition, the waiter was rude when we asked him why we had to wait so long. He told us that it was not unusual and that we should try to relax!

f. Unfortunately, the coat had a large rip on one of the sleeves and so I returned to the shop in order to replace it. The salesperson then told me I could not have a replacement unless I had a receipt. He then started serving another customer before I had finished.

Упражнение 7. Прочтите письмо, определите, на продукт или услугу составлена жалоба. Сколько жалоб составлено?

10th September, 2010

Dear Sir or Madam

I am writing to complain about the holiday to Italy which I booked with your company (reference 555987). I was dissatisfied with both the apartment and also the service I received from the staff.

First, the apartment was not as goo d as your brochure had claimed. The brochure promised beautiful views but my room overlooked a supermarket. Additionally, the apartment’s kitchen was not ‘well-equipped’. In fact, there were no knives and forks nor any plates. What is more, the manag er was very rude when I asked her for some plates and cutlery. She told me that I should speak to you. As a result, I had to buy my own.

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Taking all of the above facts into consideration, I feel I am entitled to full compensation of £400. If I do not receive this before the end of October, I will be forced to take the matter further.

Please contact me at the above address or by e-mail at m. polo@hotmail. com as soon as possible. I look forward to your prompt reply.

Yours faithfully,

PoloMarco

Marco Polo

Упражнение 8. Существует очень много стандартных выражений, используемых в письмах-жалобах. Если вы их знаете, то сможете составить очень хорошее письмо. Найдите эти выражения (1–7) в тексте письма (упр. 7). Образец под цифрой (0).

Вступительный параграф

0. the reason for writing

• ‘I am writing to complain about the holiday to Italy’

1.a reference to past contact

__________________________________________

2.a summary of the writer’s complaints

__________________________________________

Текст письма

3.the writer’s complaints (three examples)

__________________________________________

4.the writer’s request for action, compensation or replacement

__________________________________________

5.the writer’s threat about possible future action if he does not receive compensa tion

__________________________________________

Заключительный параграф

6. a reference to future contact

__________________________________________

7. a final closing remark (which also refers to future contact)

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Упражнение 9. Просмотрите данное письмо. Человек, который писал его, использовал неподходящие слова и выражения. Однако, письмо было проверено, а все несоответствующие слова и выражения подчеркнуты. Перепишите письмо так, чтобы оно стало официальным. К примеру, в начале письма автору следует написать (0) ‘I am’. Необходимые слова и выражения даны ниже в рамке.

15th March, 2010

Dear Sir or Madam

(0) I’m writing to complain about the safari trip which I took with your company (23rd March, booking reference 123ABC/Doe). I (1) reckon that both the safari vehicle and the camp facilities were very unsatisfactory.

(2) For starters, the safari jeep was (3) as old as my gra ndfather and the seats were very hard. (4) What’s more, it was dang erous because it broke down in front of an elephant. If the elephant had decided to attack, we (5) could’ve been seriously hurt.

The camp facilities were also unacceptable. You told us that we would be (6) put up in huts but we were only g iven tents. (7) And the food was not local. The cook

(8) dished out beef burg ers from a supermarket.

Taking all of these points into consideration, I feel (9) I’m entitled to a full refund for the safari trip. If (10) you don’t g et back to me before the end of the month, I will be forced to take the matter further.

I look forward to your reply as soon as possible.

Yours faithfully,

J. Doe.

J Doe

J. Doe

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4. Письмо-запрос, требование (Letters of Inquiry )

Цель таких писем – получить информацию, помощь и т. п., то есть некое желательное для вас действие со стороны вашего адресата.

Во вступительном параграфе необходимо дать ссылку на источник, из которого вы получили информацию о компании:

I am writing to enquire about the reduced flights to Zambia which you advertised in yesterday’s Morning Post.

You were recommended to us by Dr Mary Stuart from Washington DC.

With reference to our phone call of yesterday, we would like more detailed information about your service.

Представьте коротко себя и/или свою фирму. Объясните, почему вы пишите это письмо, выразите свой интерес:

I am interested in taking a course in English for academic purposes.

We are planning some reorganization of our e-business and would like some information about…

We would like to know more about the physics equipment you advertised in the last issue of Physics Today.

В заключительном параграфе объясните, что бы вы хотели получить от адресата:

I would be grateful for detailed information about this trip.

Could you therefore send us your prospectus and details of the computer requirements?

Закончите письмо стандартной фразой:

We would be grateful for an early reply.

We are looking forward to hearing from you soon.

Thank you for your attention. We hope to hear from you in the near future. Thanking in advance for your help.

Упражнение 10. В данном письме автор просит изменить расписание языковых курсов. Прочтите письмо и выявите 4 основных требования, сделанных автором.

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7thApril, 2010 Dear Mr Jones

I am writing to ask if it is possible to chang e some of the arrang ements of my lang uag e course which I booked with you last month (reference Fox 555).

Firstly, I would like to let you know that I will be arriving on Saturday 17th July and not on Sunday 18th July as you wrote in your letter. Could you please confirm that I will be arriving on Saturday and that accommodation will be available for me?

I would also like to ask whether I can choose not to take part in the orga nised tour of London which I booked for Saturday 24th. A friend has offered to show me around London and so I would prefer to go with her. Would it be possible to take the trip to Oxford instead of the London trip?

I would be grat eful if you could let me know as soon as possible so that I can make all the necessary arrang ements. I look forward to your reply and to meeting you in July.

Yours sincerely,

Foxs

Justine Fox

Упражнение 11. Большинство выражений, которые употребляются в письме-запросе, употребляются в других деловых письмах. Найдите следующие выражения (1–5) в тексте письма. Образец под цифрой (0).

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Упражнение 12. Прочтите черновой вариант письма, в котором автор делает запрос на приобретение б/у рыболовного судна. Автор письма не использовал деловой стиль. Оно было проверено, все не соответствующие слова и выражения подчеркнуты. Отредактируйте письмо, учитывая правила написания деловых писем. К примеру, в начале письма автору следовало написать следующее (0), (00),

(0) Dear Mr Smith (00) I am

Необходимые слова и выражения даны ниже в рамке.

30th July, 2010

Dear (0) Bob

(00)I’m writing to (1)g et some more information about the aquarium which was advertised in this month’s ‘Fishy World’(your reference 555012).

First of all, (2) how big is it? Althoug h the advertisement says that (3) it’s very larg e, (4) I’d like to know the exact dimensions because (5) I’ve got some big fish at home (6)! (7) And could you tell me what accessories you are offering ? Are there any other items besides the new air pump and thermometer which you mentioned in the (8) a d?

In addition, (9) where do you live exactly? I (10) don’t have a car and (11) it’ll be difficult to transport a larg e aquarium by bus. Do you live somewhere near Croydon? That would be (12) cool.

(13) Thanks for reading this letter. I am looking forward to (14) g etting your reply.

(15) All the best,

Schwartz

Molly Schwartz

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