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СРЕДНЕЕ ПРОФЕССИОНАЛЬНОЕ ОБРАЗОВАНИЕ
_________________________________________________________________
Е. А. Скачкова
BUSINESS ENGLISH
Учебное пособие
Профобразование
Саратов 2019
УДК 8
ББК 81.2Англ.я73
С42
Автор:
Скачкова Е. А. — преподаватель кафедры гуманитарных и социально-правовых дисциплин
ОУ ВО «Южно-Уральский институт управления и экономики»
Рецензенты:
Свиридова А. В. — д-р филол. наук ФГБОУ ВО «Южно-Уральский государственный
гуманитарно-педагогический университет»;
Ангеловский А. А. — канд. пед. наук, зам. директора лингвистического центра
ОУ ВО «Южно-Уральский государственный университет»;
Шилкин А. М. — канд. ист. наук, зав. кафедрой гуманитарных и социально-правовых дисциплин
ОУ ВО «Южно-Уральский институт управления и экономики»
Скачкова, Е. А.
С42 Business English : учебное пособие для СПО / Е. А. Скачкова ; ОУ ВО «Южно-
Уральский институт управления и экономики». — Электрон. дан. и прогр. (6 Мб). —
Саратов : Профобразование, 2019. — 201 с. — (Среднее профессиональное
образование)
ISBN 978-5-4488-0335-2
Учебное пособие содержит основные сведения об особенностях составления и
оформления официальных, деловых и дружеских писем на английском языке, также в
пособии содержится информация о правилах проведения деловых переговоров и
телефонных разговоров. Освоение материала данного учебного пособия позволяет
полностью подготовиться к зачету или экзамену по данной дисциплине.
Учебное пособие подготовлено в соответствии с требованиями, предъявляемыми
к изучению дисциплины «Иностранный язык» (английский), и предназначено для
студентов, обучающихся по укрупненным группам профессий и специальностей
среднего профессионального образования 38.00.00 «Экономика и управление», 09.00.00
«Информатика и вычислительная техника», 07.00.00 «Архитектура».
Учебное электронное издание
© Скачкова Е. А., 2010
© ОУ ВО «Южно-Уральский институт
управления и экономики», 2019
© Оформление. ООО «Профобразование», 2019
3
ОГЛАВЛЕНИЕ
Введение ...................................................................................................................................... 4
1. Business Style ...................................................................................................................... 5
2. Letter Format ...................................................................................................................... 18
3. Request Letters ................................................................................................................... 30
4. Replies .................................................................................................................................. 39
5. Social Business Letters .................................................................................................... 56
6. Sales and Public Relations Letters ................................................................................ 67
7. News Releases .................................................................................................................... 80
8. Complaints, Claims, and Adjustments ......................................................................... 87
9. Credit and Collection Letters........................................................................................ 100
10. In –House Correspondence ........................................................................................... 115
11. Business Reports and Proposals .................................................................................. 125
12. Employment Correspondence ...................................................................................... 146
13. Negotiation ....................................................................................................................... 171
14. Telephone Conversations ............................................................................................. 187
4
ВВЕДЕНИЕ
Как на английском языке правильно составить деловое письмо,
электронное сообщение, провести переговоры, побеседовать по телефону с
партнером по бизнесу и при этом не попасть впросак, и произвести на него
благоприятное впечатление, Вы узнаете из этого пособия. Основные
правила оформления коммерческой и деловой корреспонденции, образцы
писем и документов, общепринятые обороты речи, тематические
словарики, многочисленные примеры помогут Вам не только избежать
неловких ситуаций, но и уверенно чувствовать себя при любых деловых
контактах.
Данное учебное пособие состоит из 14 тематических разделов,
содержит образцы писем, касающихся разных ситуаций, возникающих при
ведении научной и деловой переписки; в них использованы слова,
словосочетания и выражения, характерные для корреспонденции на
английском языке.
С целью закрепления изученного материала в пособии после каждой
теоретической главы приведены практические задания, способствующие
применению полученных знаний в жизненных ситуациях.
Пособие может использоваться в качестве справочного и практического
руководства. Предназначено для студентов, обучающихся по укрупненным
группам профессий и специальностей среднего профессионального
образования 38.00.00 «Экономика и управление», 09.00.00 «Информатика и
вычислительная техника», 07.00.00 «Архитектура».
5
1. BUSINESS STYLE
Words to watch for:
condescending (adj) with an attitude of superiority;
dock (v) to take away part of or deduct from;
efficient (adj) productive without waste;
elicit (v) to draw out of; extract;
exorbitant (adj) excessive;
goodwill (n) the value of a business’s public image and reputation;
jeopardy (n) danger; risk;
offensive (adj) insulting;
reiterate (v) to repeat;
sexist (adj) prejudiced or discriminating against women (or men);
subordinate (n) person of lower rank;
tactful (adj) diplomatic; discreet.
Tone
How do you achieve an appropriate business style when you write a
business letter?
The first is to relax! As you study this textbook, you will find that there is
very little difference between correctly spoken English and business writing.
Business letters may vary in tone from familiar to formal, but they should
always sound natural. Written English should sound like spoken English.
A sure sign of an inexperienced writer is the obvious attempt to sound too
―business-like‖ or ―official‖.
As per your request, please find enclosed herewith a check in the amount of $47.95.
This sentence is difficult to understand, making simple information seem
complicated. It uses such expressions as ―as per‖ and ―herewith‖, which add
nothing to the meaning. Instead of just making a point, it tries to sound overly
important.
As you requested, I am enclosing a check for $47.95.
6
In this version of the sentence, the meaning is clear. The sentence is more
personal and friendly than the first version because it mentions ―you‖ and ―I‖. It
is simple and straightforward. It is even more ―business-minded‖ because it is
more efficient. By using fewer words than the first version, it requires less time
to compose and type as well as to read and comprehend.
Consider the difference between these two versions of the same letter:
Version I
Dear Mr. Pendleton:
With reference to your order for a Nashito camcorder, we are in receipt of your check
and are returning same.
I beg to inform you that, as a manufacturer, our company sells camcorders to dealers
only. In compliance with our wholesale agreement, we deem it best to refrain from direct
business with private consumers.
For your information, there are many retailers in tour vicinity who carry Nashito
camcorders. Attached please find a list of said dealers.
Hoping you understand.
Yours truly,
Version II
Dear Mr. Pendleton:
We have received your order for a Nashito camcorder but, unfortunately, must return
your check.
As a manufacturer, we sell only to dealers, with whom we have very clear wholesale
agreements.
Nevertheless, we sincerely appreciate your interest in Nashito products. We are
therefore enclosing a list of retailers in your community who carry a full line of camcorders.
Any one of them will be happy to serve you.
Sincerely yours,
Remember, within the limits of standard English, try to say things in a
natural way.
Outlook
While striving for a natural tone, you should also aim for a positive
outlook. Even when the subject of your letter is unpleasant, it is important to
remain courteous and tactful. Building and sustaining the goodwill of your
7
reader should be an underlying goal of nearly any letter you write. Even a
delinquent account may someday become a paying customer.
A simple ―please‖ or ―thank you‖ is often enough to make a mundane
letter more courteous. Instead of:
We have received you order,
you might try:
Thank you for your recent order.
Or, in place of the impersonal:
Checking our records, we have verified the error in your November bill.
you could help retain a customer by writing:
Please accept our sincere apologies for the error in our November bill.
Saying ―We are sorry‖ or ―I appreciate‖ can do much to build rewarding
business relations.
On the other hand, you must be tactful when delivering unpleasant
messages. NEVER accuse your reader with expressions such as ―your error‖ or
―your failure‖. An antagonistic letter would say:
Because you have refused to pay your long overdue bill, your credit rating is in
jeopardy.
A more diplomatic letter (and therefore one more apt to get results) might
say:
Because the $520 balance on your account is now over ninety days past due, your
credit rating is in jeopardy.
Because the second sentence refrains from attacking the reader personally
(and also includes important details), it will be read more receptively.
8
Consider the difference between two versions of the same memo:
Version I
TO: Department Supervisors
FROM: Assistant Director
Inform your subordinates:
1. Because so many have taken advantage of past leniency, lateness will no longer
be overlooked. Paychecks will be docked as of Monday, March 6.
2. As a result of abuses of employee privileges, which have resulted in exorbitant
long-distance telephone bills, any employee caught making a personal call will
be subject to disciplinary action.
As supervisors, you will be required to enforce these new regulations.
Version II
TO: ______________________
FROM: Wanda Hatch, Assistant Director
Unfortunately, a few people have taken advantage of lenient company policies
regarding lateness and personal phone calls. As a result, we must all now confirm to tougher
regulations.
Please inform the members of your department that:
1. Beginning Monday, March 6, the paychecks of employees who are late will be
docked.
2. Personal phone calls are no longer permitted.
It is a shame that the abuse of a few must cost the rest of us. But we are asking
department supervisors to help us enforce these new rules.
The “You Approach”
Courtesy and tact are sometimes achieved by what is called a ―you
approach‖. In other words, your letter should be reader-oriented and sound as if
you share your reader’s point of view. For example:
Please accept our apologies for the delay.
is perfectly polite. But:
We hope you have not been seriously inconvenienced by the delay.
lets your reader know that you are care.
9
The ―you approach‖ does NOT mean you should avoid ―I‖ and ―we‖
when necessary. When you do use these pronouns, though, keep a few pointers
in mind:
1. Use ―I‖ when are referring to yourself (or to the person who will
actually sign the letter).
2. Use ―we‖ when you are referring to the company itself.
3. DO NOT use the company name or ―our company‖. This practice is
rather like referring to oneself by one’s name, rather than ―I‖ or ―me‖.
Also, you should be careful to use your reader’s name sparingly in the
body of your letter. Although this practice seems, at first glance, to personalize a
letter, it can sound condescending.
Now, compare the two letters that follow, and see if you recognize the
features that make the second letter more you-oriented.
Version I
Dear Ms. Biggs:
Having conducted our standard credit investigation, we have concluded that it would
be unwise for us to grant you credit at this time.
We believe that the extent of you current obligations makes you a bad credit risk. As
you can understand, it is in our best interest to grant charge accounts only to those customers
with proven ability to pay.
Please accept our sincere regrets and feel free to continue to shop at Allen’s on a cash
basis.
Sincerely yours,
Version II
Dear Ms. Biggs:
I am sorry to inform you that your application for an Allen’s charge account has been
turned down.
Our credit department believes that, because of your current obligations, additional
credit might be difficult for you to handle at this time. Your credit reputation is too valuable
to be placed in jeopardy. We will de delighted, of course, to reconsider your application in the
future should your financial responsibilities be returned. Until then, we hope you will
continue to shop at Allen’s where EVERY customer is our prime concern.
Sincerely yours,
10
Organization
One further word about style: a good business letter must be well
organized. You must plan in advance everything you want to say; you must say
everything necessary in your message; and then you must stop. In short, a letter
must be logical, complete, and concise.
When planning a letter and before you start to write, jot down the main
point you want to make. Then, list all the details necessary to make that point;
these may be facts, reasons, or explanations. Finally, rearrange your list; in the
letter, you will want to mention things in a logical order so that your message
will come across as clearly as possible.
Making a letter complete takes place during the planning stage, too.
Check your list to make sure you have included all the relevant details; the
reader of your finished letter must have all the information he or she will need.
In addition to facts, reasons, and explanations, necessary information could also
entail an appeal to your reader’s emotions or understanding. In other words,
SAY EVERYTHING YOU CAN TO ELICIT FROM YOUR READER THE
RESPONSE YOU’D LIKE.
On the other hand, you must be careful not to say too much. You must
know when a letter is finished. If a message is brief, resist the temptation to
―pad‖ it; if you’ve said what you have to say in just a few lines, don’t try to fill
the letter out. One mistake is to reiterate an idea. If you’ve already offered your
thanks, you will upset the logical order and, therefore, the impact of you letter if
you end with:
Thank you once again.
Tacking on a separate additional message will similarly weaken the effect
of your main point. Imagine receiving a collection letter for a long overdue bill
that concludes:
Let us take this opportunity to remind you that our January White Sale begins next
week, with three preview days for our special charge customers.
Also, don’t give your reader more information than is needed:
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