汇丰银行内部写作教材 2.docx
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汇丰银行内部写作教材 2.docx
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汇丰银行内部写作教材2
WelcometoChapter2.
InChapter1youlearnedhowtoplanabusinessletter.
Inthischapter,you'regoingtolookatthesecondstageoftheWritingProcess:
Plan to Organise.
Organise
ThiscourseisbasedontheWritingProcess,astep-by-stepprocedureforproducingeffectivecorrespondence.Therefore,HSBCrecommendsthatyoustudyeachchapterofthiscourseinorder,beginningwiththeintroductorychapter"GettingStarted".
Objectives
Bytheendofthischapteryou'llbeabletoorganiseyourwriting.
You'lldothisby
opreparingaclearoutline
oarrangingthecontentstofittheoutline.
Planning:
AQuickReview
InChapter1,youlearnedabouttheplanningstageoftheWritingProcess.
Beforeyoucanorganiseyourwriting,it'simportantthatyouhaveplanned.Doyourememberthethreethingsyouneedtoplanbeforebeginningtowrite?
Strategies
Description
Writer'spurpose
Whyyouarewriting
Reader'sresponse
Howyouwantthereadertorespond
Reader'sinformation
Whatyouwantthereadertoknow
Organising:
WhyDoIt
Awell-organisedletter,memo,faxore-mailiseasytoreadandunderstand.
Ifyouorganisethecontentsofyourcorrespondencewell,youaremorelikelytogettheresultsyouwant.
So,organisingisjustasimportantasplanning.
Infact,thesecondstageoftheWritingProcessiscloselyrelatedtothefirst.
Intheorganisingstage,youarrangewhatyou'veplannedtowrite.Inotherwords,youmakeanoutline.
Organising:
HowToDoIt
Howdoyouorganisewhatyouhaveplanned?
Doyouneedtouseadifferentoutlineforeveryletter,memo,faxande-mailthatyouwrite?
Notatall!
Forsomespecialsituations,you'llneedspecialoutlines.You'lllookatthoseinChapter7.However,formostofyourwrittencorrespondence,youcanfollowastandardoutline.You'lllearnthatoutlineinthischapter.
Butbeforeyoulearnhowtoorganisethecontentsofyourcorrespondence,youshouldlookatthevarioustypesofcorrespondenceyoumayhavetowrite.
Organising:
TypesofCorrespondence
Howmanytypesofcorrespondencedoyouneedtowrite?
Basically,two:
internalcorrespondence(themessagesyouwritetocolleagues)
externalcorrespondence(themessagesyouwritetocustomers).
However,whenyouwritetocolleaguesorcustomers,youcanuseavarietyofdocuments.
Doyouknowwhichtypesofdocumentsyoucanusewhenyouwritetocolleagues?
Andwhichtypesyoucansendtocustomers?
Forinternalcorrespondence,youcanusee-mail,faxandmemo.Forexternalcorrespondence,youcanusee-mail,faxandletter.
Thewayyouorganisethecontentofmoste-mails,faxes,lettersandmemosissimilar.However,theformat-orlayout-ofthesedocumentsisdifferent.
Canyourecognisetheformatsofthedocumentsyouwrite?
Below,youwillseesamplesoffourdocuments.
Memo
Fax
Letter
Thewayyouorganisethecontentsofmostdocumentsissimilar.
Trytodiscoverthebasicoutlineyoucanuseinmostofyourcorrespondence.
Readthroughthememobelowandtrytoidentifywhattypeofcontenteachofthefourparagraphscontains.
TheHSBCGroup
MEMO
To:
AllStaff
Date:
20July200X
From:
GeneralManager
Reference
Subject:
DressCode
Asyouknow,wehavealwaysenforcedastrictdresscode.Wehavenowrevisedthiscode.
Iwouldliketoinformyouofthechanges.
Thecodeforbranchstaffandofficestaffisdifferent.AsI'msureyouwillappreciate,therearenochangesforbranchstaff.Allbranchstaffmustwearthecorrectuniformatalltimes.Ontheotherhand,ifyouworkintheoffice,youmaywear'smart-casual'wear.However,onanydaythatyoudomeetpeoplefromoutsidethecompany,pleaseensureyouaredressedinabusiness-likemanner.
Pleaseadoptthenewdresscodefrom1September.Ifyouhaveanyquestions,pleasecallAnnieWongon23447765.
Answers:
Paragraph1:
background
Paragraph2:
writer’spurpose
Paragraph3:
reader’sinformation
Paragraph4:
reader’sresponse
Nowreadthroughtheletterbelow.Identifythetypeofcontentineachofthefiveparagraphsinthespacesprovided.
29May200X
34DScenicLane
DiscoveryBay
LantauIsland
DearMsHui
ClassicVisaCard:
AnnualFee
Thankyouforyourletterof5November.Intheletter,youmentionedthatyouhadsentachequetosettleyourVisaCardAnnualFee.
Iwouldliketoexplainthesituation.
Wehavecheckedourrecordscarefully.Unfortunately,wehavenotyetreceivedthecheque,althoughwearenormallyveryefficientwhendealingwithincomingremittances.
Therefore,tohelpusprepareyournewVisaCard,wewouldbegratefulifyoucouldsettlethepaymentimmediately.
Welookforwardtohearingfromyousoon.
Yourssincerely
LilyTam
CustomerServiceManager.
Answers:
Paragraph1:
background
Paragraph2:
writer’spurpose
Paragraph3:
reader’sinformation
Paragraph4:
reader’sresponse
Paragraph5:
closingmarks
Asyoucansee,thereisonlyasmalldifferenceintheoutlinesyouusewhenwritingtocolleaguesandcustomers.
Whenyouwritetocustomers,youincludeasalutation(Dear...)andacomplimentaryclose(Yourssincerely/faithfully).
Whenwritingtocustomers,youalwaysaddapoliteclosingremark.Youcanalsoaddthisremarkwhenwritingtocolleagues.
Bynow,youshouldbefamiliarwith
thetypesofcorrespondenceyouwrite
thetypesofdocumentsyoucanuse
thebasicoutlineyoucanusuallyfollow.
Tolearnhowtoorganisealettertoacustomer,gotothenextscreen.
对商务写作中的organising感到头痛吗?
下面就教你organising的SOFAR五步法。
Organising:
SOFARStrategy
Sofar,sogood?
Actually,ifyourememberthatexpression-SOFAR--it'llhelpyourememberhowtoorganiseexternalcorrespondence.
Salutation
DearMr/Mrs/Ms/Miss...
Opening
Background+Purpose
Facts
Reader'sInformation
Action
Reader'sResponse
Remarks
PoliteClosing
Youcanalsousethisoutlineformemosandinternale-mails.Justleaveoutthesalutation.
SALUTATION
TheSalutationbeginswith'Dear'.
TheSalutationshouldincludethereader'sname(eg,DearMrChan,DearMsLewis).Youcanusethereader'sfirstname(eg,DearJohn)ifyouknowthemwell.
Ifyoudonotknowthereader'sname,use"DearSir"or"DearMadam".
Ifyoudonotknowifthereaderisamanorawoman,use"DearSirorMadam".
OPENING(BACKGROUND)
TheOpeningincludestwoparts(andusuallytwoparagraphs):
thebackground(referringtopreviouscontactwiththereaderorintroducingasituation)
thewriter'spurpose
Theseprovidealogicalintroductiontoyourcorrespondenceandhelpthereaderfocusonthesubject.
Thebackground"setsthescene"byreferringtoapreviouscontact(memo,letter,phonecalletc).Ifyou'vehadnopreviouscontactwiththereader,youshouldbrieflydescribethesituationthatyouarewritingabout.
EXAMPLES:
Previouscontact:
Thankyouforyourcallthismorning.
Asituation:
Ourannualstaffpartyiscomingsoon!
Anattention-grabbingstatementorquestion:
Haveyouheard
about...?
OurDepartmentOpenDayiscomingsoon!
Someopeningsentencesarebetterthanothers.
Readthroughthesentencesinthetablebelow.Decidewhichsentenceofeachpair(inColumnAandColumnB)isbetter.
ColumnA
ColumnB
Withreferencetoyourcorrespondenceof21August...
Thankyouforyourletterof21August.
Furthertoourconversationearliertoday...
Thankyouforyourcalltodayabout...
Regardingyourrequestforcreditapproval...
Ihavejustreceivedyourrequestforcreditapproval.
IfyouchosethesentencesinColumnB,you'vechosenthebetterones.
Why?
Sentencesthatbeginwithprepositions(eg,with,in,further,for,following,regarding)aredifficulttowritecorrectly.Theyarealsoquitelongandthereforemoredifficultforyourreadertounderstand.
So,keepyourwritingsimplebywritingshorter,moredirectsentences.
OPENING(WRITER'SPURPOSE)
Inthesecondpartoftheopeningyoustatethewriter'spurpose.
You'vealreadylearned(inChapter1)thattherecanbemanypurposesforwriting.
Twoofthemostcommonreasonsare:
toinformsomeoneaboutsomething
torequestsomeonetodosomething.
LookatthememofromtheGeneralManageragain.Whichsentencestatesthemanager'spurposeforwriting?
TheHSBCGroup
MEMO
To:
AllStaff
Date:
20July200X
From:
GeneralManager
Reference
Subject:
DressCode
Asyouknow,wehavealwaysenforcedastrictdresscode.Wehavenowrevisedthiscode.
Iwouldliketoinformyouofthechanges.
Thecodeforbranchstaffandofficestaffisdifferent.AsI'msureyouwillappreciate,therearenochangesforbranchstaff.Allbranchstaffmustwearthecorrectuniformatalltimes.Ontheotherhand,ifyouworkintheoffice,youmaywear'smart-casual'wear.However,onanydaythatyoudomeetpeoplefromoutsidethecompany,pleaseensureyouaredressedinabusiness-likemanner.
Pleaseadoptthenewdresscodefrom1September.Ifyouhaveanyquestions,pleasecallAnnieWongon23447765.
Answer:
Iwouldliketoinformyouofthechanges.
Topractisewritingopenings,dotheexercisebelow.
Readthetwosituationsbelowandwriteanappropriateopeningforeachofthem.
Situation1:
Youarereplyingtoacustomerwhocalledthismorningaskingfordetailsaboutopeninganewaccount.
Situation2:
Youarereplyingtoacustomer'sletterthatyoureceivedyesterday.Hewouldliketoknowwhydeliveryofhisorderislate.
Suggestedanswers:
Situation1:
Thankyouforcallingthismorningaskingabouthowtoopen
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