Деловая и дипломатическая переписка = Business And Diplomatic Correspondence. Учебное пособие

the writer can expect an instantaneous response. For many people, keeping up with their e-mail correspondence is a part of their job, and they only do it during regular business hours. Unless your reader has promised otherwise, assume that it may take a few days for him/her to respond to your message. It is one of the main differences of e-mail from messaging applications.

•When you need to send someone an electronic file, such as a document, a spreadsheet full of data, or a draft of your report.

•When you need to distribute information to a large number of people quickly (for example,a memo that needs to be sent to the entire

office staff).

• Whenyouneedawrittenrecordofthecommunication.Saving important e-mails can be helpful if you need to refer back to what someone said in an earlier message, provide some kind of proof (for example, proof that you have paid for a service or product), or review the content of an important meeting, deadline, memo.

WhenshouldyouNOTusee-mailasaformofcommunication?

•When your message is long and complicated or requires additional discussion that would best be accomplished face-to-face. For example, if you want feedback from your supervisor on your work or if you are asking a question that requires more than a yes/no answer or simple explanation, you should schedule a meeting instead.

•When information is highly confidential. E-mail is NEVER private! Keep in mind that your message could be forwarded on to other people without your knowledge. A backup copy of your e-mail is always stored on a server where it can be easily retrieved by interested parties, even when you have deleted the message and think it is gone forever.

•When your message is emotionally charged or the tone of the message could be easily misconstrued. If you would hesitate to say something to someone’s face, do not write it in an e-mail.

These are the 8 simple rules to follow in writing professional e-mails in English:

1.Ameaningful, clear, direct and effective subject line.

The subject line is the first thing your reader will see. It is like newspaper headlines, which should catch attention of the reader.

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A clear subject line will help a busy professional to decide that your e-mail is worthwhile. One word subjects such as "Hi", "Question", or "FYI" are not informative and do not give the reader an idea of how important your message is.

Examples of clear subject lines:

Meeting date changed Question about the conference Can you meet on Monday? Suggestion for your presentation

2. Which e-mail address to write from?

If you work for a company, you should use your company e-mail address. But if you use a personal e-mail account — whether you are self-employed or just like using it occasionally for work-related correspondences—youshouldbecarefulwhenchoosingthataddress. Imagine what a recipientfeels getting an e-mail from "anonyme@...", "smartchap@...", " sleepygirl@..."», " babygirl@...". These kind of e-mail addresses are not appropriate for use in the workplace. You should always have an e-mail address that conveys your name so that the recipient knows exactly who is sending the e-mail.

3. Greetings and closings.

As any business correspondence, an e-mail should contain a greeting and sing-off. Do not just start with your text, and do not stop at the end without a polite signature. The examples of professional greetings are the same as in business letter, but if you don’t know the name of the person you are addressing, or if the e-mail addresses a diverse group, try something generic, yet polite:

To whom it may concern

Dear members of the selection committee Hello everyone

Likeagreeting,youshouldalwaysincludeaclosingtobefriendly, polite and professional. Without a closing, the end of the e-mail feels abrupt and rude. The closing phrases are the same as you learned for writing business letters.

You should finish your e-mail with a signature block containing yourfullname,title,thecompanyname,andyourcontactinformation, including a phone number.

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4.Add the recipient’s address last.

E-mail is so easy to be send accidentally before you have finished writing and proofreading the message. Because of that, insert the recipient’s address only when you are sure the message is ready to be sent. While replying the e-mail check not to hit "reply all" unless you really need it. Use BCC instead of CC (carbon copy) when sending sensitive information to large groups.The name of everyone in the CC list goes out with the message, but the names of people on the BCC list ("blind carbon copy") are hidden.

5. Be brief.

If you have a very long message to convey to the recipient of your e-mail, consider a phone call. In e-mail, remember this rule: K.I.S.S. (Keep It Short and Simple)! Otherwise, keep it to the point.

•Avoid long, complicated sentences.

•Do not write several long paragraphs.

•Use bullet points for important details or lists.

This will help your reader identify the important information immediately. Most people are busy and they read e-mails quickly.

BUT remember that just because you want to be brief doesn’t mean you should use common shorthand, such as "bc" for "because" or "U" for "You". They are for short messages, not for e-mail. To be professional you should spell out all words appropriately.

6. Formal tone of your professional e-mail.

E-mails at the workplace must have a formal tone. Even if you have a personal relationship with the person, it is business communication and the style differs much as compared to the communication with your friends and relatives. There is always a higher chance of miscommunication over e-mails because your words arenotaccompaniedbygestures,bodylanguageandfacialexpressions, and your reader may easily misconstrue your words. Be polite, choose your words wisely, use proper punctuation and avoid all-caps in a business communication, as it comes across as if you are shouting in an unprofessional manner.

For instance, compare the requests "Please send me the report", "Send me the report!" or "SEND ME THE REPORT". Sounding

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polite, you get more chances of receiving the mentioned report. Exclamation marks are not seen as formal and should be avoided in official e-mails. Whole words (not acronyms) and sentences when written in capital letters are considered extremely rude and unprofessional.

7. Respond Promptly.

Though e-mail correspondence does not suppose an immediate answer, if you want to appear professional, it is important to make yourself available to your online correspondents. If you can’t write out a lengthy reply to an e-mail, at least write a short note that lets the sender know you’ve received it and you plan to respond soon. If the reply takes time and you are too busy at the moment, write "Sorry, I’m too busy to help you now", and your correspondent will not be waiting in vain for your reply.

8. Proofread.

Before sending always read and reread your e-mail, preferably aloud. Have a friend or colleague review your e-mail if you are not sure. Do not rely on your spell-check. In professional e-mails, grammar, spelling, and punctuation do matter!

This is what you should check for:

•All lowercase or all capital letters.

•Use correct capitalization for sentences and proper nouns.

•Check for your use of articles, prepositions, and verb tenses.

•Check spelling.

Internal and external e-mails

E-mails used inside a company are called internal e-mails; those usedoutsideacompanyare externale-mails.Internalcommunications include employees and shareholders. External communications include clients, prospective customers and the public. Internal information is typically kept private because the message is either irrelevant to outsiders or simply supposed to be kept private. External messages are usually about product details, terms of delivery, possibility of discounts, they may include information about new products or about a company initiative. External messages are usually

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released to gain customers, build the company brand or influence how the public thinks about the organization.

E-mails used inside a company are often short and direct. The level of formality of internal e-mails depends on the audience and reason for writing. Usually the style is neutral, but sometimes internal e-mails need to be more formal or can be very informal.

E-mails used outside a company are often neutral or formal, depending on the relations of the people involved into communication.

Anyway, e-mails are written communications, and their purpose, generally, is to send information. If we relax the rules of grammar and clear communication, we will fail to get our message across. So it is important to stick to the usual guidelines. However, e-mails are normally less formal than a printed business letter.

The phrases you need

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Exercise 1. Translate into Russian.

1.I picked up a brochure at the fair, and would now like some more detailed technical specifications for your range of fuel cells.

2.If any of these conditions are not met, please refer to the detailed terms in our contract for actions that we are entitled to take.

3.Just a quick note to remind you that it’s the end of the quarter again. Please send me the sales figures broken down by region, as before.

4.Please acknowledge receipt of this order.

5.I’m sorry to tell you that I have to postpone my visit to your offices next week.

6.Susan — here is the first set of figures you wanted, attached as a spreadsheet.

7.Should you have any questions, please don’t hesitate to contact me.

8.Just to say that I got your e-mail and I’ll speak to Fernanda about it when I see her.

9.Now for some bad news. Unfortunately, the sales staff are telling us that next quarter is likely to be significantly weaker.

10.Can I also ask you to show sales according to product line? It will really help when I compile my report.

11.Goran — looks like the IT network is going to be down next Friday. Routine maintenance they say. What a hassle.

12.I’m pleased to tell you that our financial results this year have been very positive. I would like to thank you all for your valuable contribution.

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13.I would welcome the opportunity to discuss your needs in more detail. May I suggest that I call you in a day or two?

14.Just a quick note to remind you that the team meeting is tomorrow at 9 a. m. Please bring copies of my report with you.

15.I was very concerned to learn about the so late delivery of the parts you ordered from us.

Exercise 2. Translate into English. 1. Уважаемые господа!

Мы намереваемся до конца этого финансового года приобрести новую копировальную машину для офиса. Мы хотели бы изучить возможность покупки копировальной машины RBM, и нас интересует, имеется ли у вас подходящая модель.

2.Прошу предоставить информацию о товаре «Компьютер Apple iMac 21.5 MC309» под кодовым наименованием AMC0039281 в вашем прайс-листе. В письме прошу изложить подробные технические характеристики и конкурентные преимущества в сравнении с аналогичными моделями других производителей.

3.Уважаемые партнеры,

17 марта 2016 года приглашаем вас присоединиться к семинару по построению международных программ страхования, который специально для партнеров AIG проведет Марк Гольденберг — региональный советник по международным программам страхованияAIG.

4.Еще раз благодарю вас за встречу и конструктивную беседу. Ссылаясь на нашу договоренность, пишу вам, чтобы напомнить о номере телефона Елены Фирсовой, финансового директора компании «Интеркурс». Буду вам очень признателен, если вы пришлете его на указанный адрес или сообщите по телефону.

5.Наша фирма занимается поставками промышленного оборудования, а также запасных частей на предприятия пищевой промышленности. С 2010 года мы являемся вашими постоянными клиентами. В связи со сложной ситуацией на сегодняшнем рынке, обусловившей сокращение затрат на рекламные кампании, мы обращаемся к вам с просьбой предоставить нам 15-про- центную скидку на размещение наружной рекламы.

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6.Мы хорошо понимаем, что сейчас во всех отраслях экономики существуют определенные сложности, поэтому мы предоставляем нашим клиентам такую услугу, как отсрочка платежа. Она позволяет вам начать размещать рекламу уже сегодня, а оплачивать размещение в течение 20 дней. Вы можете воспользоваться этой услугой.

7.Мы хорошо понимаем вашу ситуацию и, в случае, если в дальнейшем вы захотите избежать подобных прецедентов, предлагаем заключить с нашей компанией дополнительное соглашение, позволяющее компенсировать потери, связанные с бизнесрисками, подобно вашим (см. доп. соглашение в приложении).

Надеемся на ваше понимание и продолжение сотрудничества! С уважением,

МенеджерAIG

8.Уважаемый Николай Степанович!

КомпанияAIG рада видеть вас в числе своих клиентов.

Мы надеемся, что сотрудничество с нами позволило вам чувствовать себя увереннее в мире современного бизнеса.

9.Если у вас возникнут какие-либо вопросы, пожалуйста, звоните. Мы обязательно вам поможем.

С уважением, Михаил Светлов

Менеджер по работе с корпоративными клиентамиAIG

10.В качестве компенсации мы предлагаем вам 10-процент- ную скидку на последующие заказы на нашей фабрике.

Свяжитесь с нами, чтобы уточнить время доставки вашего заказа.

С уважением и надеждой на дальнейшее сотрудничество, Директор Алексинской швейной фабрики Анна Юрьевна Петрова

11.Уважаемая Анна!

От лица всего коллектива нашей фабрики хочу выразить вам искренние сожаления и принести извинения за сложившуюся ситуацию.

Наша фабрика уже много лет стабильно и качественно работает на рынке пошива и ремонта одежды.

Ваша ситуация относится к редким случаям, виной которым так называемый человеческий фактор.

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12.Администрация приняла срочные меры для выполнения вашего заказа. Он будет готов 15.12.2018. В любое удобное для вас время курьер доставит его по указанному вами адресу.

Поверьте, нам так же, как и вам, неприятна сложившаяся ситуация!

13.В связи с этим мы, к сожалению, вынуждены прекратить сотрудничество с Вами по истечении срока действия договора. Спасибо за годы обслуживания.

С уважением, Директор ООО «Макулатура»

14.Уважаемые коллеги!

Тема следующего семинара «Лидерство: врожденное или приобретенное качество?». Высылаю информацию во вложении.

15. Уважаемые коллеги!

Как и обещали, высылаем вам материалы конференции

EdmarketConf 2018.

Персональная ссылка на видеозаписи всех трех потоков пер-

вого дня EdmarketConf 2018: https://broadcast.comdi.com/watch/

Записи конференции будут доступны в течение года, так что у вас будет достаточно времени, чтобы внимательно изучить все выступления спикеров и внедрить их опыт в свои проекты.

Task 1. David Watcher has six messages in his inbox. Which of them are internal and which are written from outside the company he works for?

A.Just a quick message to inform you that I’m out of the office this afternoon.

B.Hi all,

FYI today is short-hours day.

C.Hi David,

Reyourvisitnextweek,canyousendmeyourflightdetailsASAP so I can organize transport from the airport?

D.David,

I’ve just got your voice message. I am attaching the file with necessary information.

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E.Dear David,

I am writing to confirm that we are expecting to ship your order Ref. No 285-WFD-967 on Monday. This is because we were lack of the necessary parts.

F.Dear Mr Watcher,

Thank you for your enquiry.

We are glad to inform you that your reservation is confirmed. Please note that you have to pay for the room beforeApril 11.

Task 2. Match the endings to the correct beginnings in Task 1.

1.We are looking forward to seeing you on the 15th. Thanks a lot and have a nice trip,

Sam Hatfield

2.If you need to speak with me, feel free to call me on 389 284 3865. Cheers,

Norman

3.See point 7 — I think it will solve your problem. I hope this helps,

Yan

4.We apologize for the delay and thank you for your patience. Best wishes,

Doughlas

5.If you have any further questions, please do not hesitate to ask. Kind regards,

Heike Keller

6.Why are you still here reading this? Laura

P.S. Have a great weekend!

Task 3. Match the two subject lines to the correct e-mails. Then suggest subject lines for the other four e-mail.

Request for flight information Website upload problem

Task 4. Think about the subject lines on the e-mail messages you receive. Which ones do you think are most effective? Why?

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