CHAPTER ONE AN OVERVIEW OF INTERNATIONAL BUSINESS COMMUNICATION 国际商务联系学概论 1
Lesson 1 Introduction to Business Communication 商务联系学简介 2
Lesson 2 Principles for Business Written Communication 商务联系的写作纲要 12
CHAPTER TWO THE LAYOUT AND APPEARANCE OF BUSINESS LETTERS 商务书信的格式 32
Lesson 3 The Standard Parts of Business Letters 商务书信的标准部分 34
Lesson 4 The Specialized Parts of Business Letters 商务书信的特殊部分 48
CHAPTER THREE ROUTINE INQUIRIES AND REQUESTS 日常询函 57
A Table of Letters 57
Routine Inquiries and Requests 日常询函 57
5.1 A Routine Inquiry Concerning a Product 询问产品情况 59
Lesson 5 Letters about Routine Inquiries 日常询盘信 59
5.2 AN Inquiry for a Meeting Brochure 索取会议小册子 60
5.3 A Request for Extension of a Letter of Credit 要求信用证展期 61
5.4 A Form Letter for Routine Inquiry 格式化日常询函 61
Lesson 6 Letters about Routine Orders 日常订货信 67
6.1 A Repeat Order for One or Two Kinds of Goods 再订货(订购一、两种商品) 68
6.2 A Routine Order for Sport Supplies 日常订货(订购两种以上运动用具) 69
6.3 A Form Letter for Placing an Order 格式化订货信(一般限于再订货) 70
Lesson 7 Letters about Routine Claims and Complaints 日常索赔和投诉信 76
7.1 A Letter of Claim for Correction on Part of an Order 要求更正部分供货 77
7.2 A Letter of Claim for Replacement 要求替换货物 78
7.3 A Letter of Complaint Concerning Non-delivery 未到货投诉信 78
CHAPTER FOUR LETTERS WITH NEUTRAL AND POSITIVE INFORMATION 传递中性和肯定信息的书信 88
Letters with Neutral and Positive Information 传递中性和肯定信息的书信 88
Lesson 8 Neutral Replies to Routine Requests 对日常询函的中性答复 90
8.1 Routine Response to an Inquiry for aa Brochure 对索取商品目录来函的日常答复 91
8.2 Routine Reply to an Inquiry for Product Information 对索取产品信息来函的日常答复 91
8.3 Form Letters of Acknowledgement to Orders 对日常订货的固定答复 92
Lesson 9 Letters Saying Yes to Inquiries 对询函的肯定答复 98
9.1 A Positive Reply to an Inquiry for Reports about a Product 对来函索取产品使用报告的肯定答复 99
9.2 A Positive Reply to an Inquiry for Modification of a Furniture Range 同意按要求改装家具系列 100
9.3 A Positive Reply to a New Inquiry for Commodity Catalog 对首次来函索取商品目录的肯定答复 102
Lesson 10 Letter Saying Yes to Orders 对订货信的肯定答复 111
10.1 A Letter Saying Yes to a Trial Order 对试订货的肯定答复 113
10.3 A Favorable Response to a Non-routine Order 对特别订货肯定答复 115
10.2 A Positive Acknowledgement to a Steady Customer 对老客户订货的肯定答复 115
Lesson 11 Letters Saying Yes to Claims and Complaints 对索赔和投诉信的肯定答复 123
11.1 Granting a Correction——Seller Sending Wrong Goods 答允更正货物(卖方错发货) 125
11.2 Granting an Allowance——Seller Using Improper Packaging 同意补贴(卖方包装不妥造成损失) 126
11.3 Granting a Replacement——Buyer Making a Wrong Choice of Engine 同意替换货物(买方错误选购货物) 128
11.4 Granting an Extra Spare Part——Buyer Ignoring the Operation Instruction 同意增发配件(买方忽略操作规章导致原配件失灵) 130
Letters with Negative Information 传递否定信息的书信 143
CHAPTER FIVE LETTERS WITH NEGATIVE INFORMATION 传递否定信息的书信 143
Lesson 12 Letters Saying No to Requests for Favors 对请求信的否定答复 149
12.1 Refusing a Reservation Request for Rooms 无法满足预订房间的要求 150
12.2 Saying No to an Inquiry for Samples and Sole Distribution Rights 无法提供样品和授予独家销售权 152
12.3 Declining a Request for Information Concerning a Tech-nical Training Program 拒绝提供有关技术培训计划的情况 153
12.4 Saying No to a Job Applicant 婉拒求职申请 154
Lesson 13 Letters Saying No to Orders 对订货信的否定答复 164
13.1 Saying No Due to Stock Unavailable 现货不足，无法供货 165
13.2 Declining a Small-size Order 订货量过小，不能供货 167
13.3 Delaying An Order due to Non-approval of Import Per-mission 未获取进口许可，推迟供货 168
13.4 Delaying An Incomplete Order 订货内容不清，推迟供货 169
Lesson 14 Letters Saying No to Adjustment Requests 对索赔信的否定答复 177
14.1 Saying No to a Claim for Repair Fees 拒绝偿还修理费 178
14.2 Unfavorable Reply to a Claim for Returning Medicine 无法接受退药的要求 179
14.3 Rejecting a Claim in which a Third Party is Supposed to Be at Fault 责任在第三者，拒绝理赔 180
14.4 Denying Responsibility for Improper Construction 拒绝承担建筑工程有误的责任 181
Letters of Persuasion 说服信 194
CHAPTER SIX LETTERS OF PERSUASION 说服信 194
Lesson 15 Persuasive Requests for Favors 求助说服信 198
15.1 Asking a Favor of a Speaker 邀请演讲人 199
15.2 Asking a Favor from a Computer Business 请求租用电脑 200
15.3 Asking for Confidential Information 咨询机密信息 202
Lesson 16 Bargaining for Better Terms 讨价还价信 210
16.1 Buyer Asking for Allowance on Prices 买方要求折价 211
16.2 Seller Rejecting Buyer's Counteroffer 卖方不接受买方的还价 212
16.3 Buyer Insists on Payment by Collection 买方坚持托收付款方式 213
Lesson 17 Special Adjustment Requests 特别索赔信 221
17.1 Asking for Replacement of a Damaged Silk Scarf under a No-return Policy 要求替换有毛病的丝巾(商店规定售后无退换) 223
17.2 Requesting a Correction of an Order on the Assumption that the Buyer is at Fault 要求更正错发的货物(卖方被认为有责任) 224
17.3 Requesting an Adjustment for Poor Machine Performance while People Concerned Deny Responsibility 要求解决机器故障问题(当事者再三推卸责任) 226
Lesson 18 Letters for Collecting Payments 索款信 236
18.1 Reminders of Overdue Payments 提醒支付拖欠款 239
18.2 Inquiries for Overdue Payments 请求支付拖欠款 240
18.3 Letters of Urgency for Overdue Payments 敦促支付拖欠款 241
18.4 Letters of Ultimatum 最后通牒 244
Lesson 19 Sales Letters 促销信 254
19.1 A Sales Letter with an Appeal to Convenience 加强潜在客户对产品使用便利的认识 261
19.2 A Sales Letter with an Appeal to Pride 以自豪感激励购买行为 264
19.3 A Sales Letter with an Appeal to Economy 宣传产品物美价廉 266
CHAPTER SEVEN SPECIAL GOODWILL LETTERS 特别友好信 278
Special Goodwill Letters 特别友好来往书信 278
Lesson 20 Letters of Appreciation 感谢信 281
20.1 A Letter of Appreciation for Arrangement of a Visit 对访问安排表示感谢 281
20.2 A Letter of Appreciation to a New Customer 欢迎新客户 282
20.3 A Letter Welcoming a Foreign Guest 欢迎外国客人 283
20.4 A Thank-you Letter for a Pleasant Evening at Someone's House 感谢在某人家里度过的愉快夜晚 284
Lesson 21 Letters of Congratulation 祝贺信 292
21.1 Congratulation on Sb's Promotion 祝贺某人晋升 293
21.2 Congratulation on an Award of a Public Honour 祝贺某人获得荣誉 294
21.3 A Short Note of Congratulation on Marriage 恭贺新婚 295
21.4 Replying to Congratulation on an Award of Honor 答谢信(对祝贺某人获得荣誉信件的答复) 296
21.5 Replying to Congratulation on Promotion 答谢信(对祝贺某人晋升信件的答复) 296
Lesson 22 Letters of Sympathy 慰问信 304
22.1 A Letter of Condolence to a Business Associate 悼念业务伙伴 305
22.2 A Letter of Condolence to a Friend 悼念友人 306
22.3 A Letter of Sympathy to a Business Associate 问候受伤的业务伙伴 306
22.4 An Acknowledgement of Condolence 对吊唁信的答复 307
Lesson 23 Letters of Recommendation 推荐信 315
23.1 Request for Information about an Individual 个人情况咨询信 316
23.2 Request for Writing a Recommendation 请求别人写推荐信 317
23.3 A Letter of Recommendation from a Former Employer 来自原雇主的推荐信 318
23.4 A Letter of Recommendation from a Former Professor 来自原教授的推荐信 318
CHAPTER EIGHT TELEX AND FAX IN BUSINESS COMMUNICATIONS 电传和传真的商务联系 325
Lesson 24 Construction of Telex Words and Expressions 电传字词组成 329
Lesson 25 Construction of Telex Messages 电传的写作 339