商务英语写作实训 Chapter 5-refusal letter
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商务英语写作 chapter 5PPT课件
完整版课件
首 7页
Air transport
• Advantage: Quick transit ,Low risk • Disadvantages: Expensive, flight delay or
cancellation • Shipping document: air waybill 空运单
完整版课件
3
Chinese Version of the Text
介绍 对外贸易的装运是十分复杂的。卖方须按合同
及相关文件的要求将货物运送到码头或将货物装在 远洋货轮上。因此，丰富的装运知识和装运文件是 完成交易与安全、准确、经济的装运所必须的。
商务英完语整写版作课>件>Unit Nine Shipment
完整版课件
11
5
Chapter
Letters of Shipment
I. Introduction
Four purposes of the letter: ✓ urging shipment ✓ sending shipping instructions ✓ amending shipping clauses ✓ giving shipping advice Letters of shipment should be concise and clear so that there will be no confusion and they will not cause delay in delivery.
• Shipping document: consignment note托运单
首
页
完整版课件
6
Rail Transport
• Rail transport is a major mode of transport in terms of its capacity, only second to ocean transport
《国际商务函电双语教程》chapter 5
BACKGROUND INFORMATION
Letter about Rejecting
Letter of rejecting including: Thanks for the orders; Reject the order and explain the reasons; Offer the substitute; Expectation to the reply.
BACKGROUND INFORMATION
But, in international business, as usual practice, after the agreement is made, it is necessary to sign the contract so as to clarify both parties’ rights and obligations in written form. The business contract has two main functions: firstly, it proves rights and obligations, especially for some deal made in oral. Secondly, it acts as regulations of transaction during the implement of transit.
with you in the near future. Our usual terms of payment are D/P 60 days and we hope they
BACKGROUND INFORMATION
Letter about Order
Origin and material; Weight, dimensions, color and pattern; Packing and marking; Terms of payment; Delivery requirements, including place, date, mode of
商务英语写作实训 Chapter 3-refusal letter
Sample Study
Dear Mr. Stone, Thank you very much for your letter dated September 7, 2008. We have mailed you all the brochures and price information you need.
State the refusal
☺bad news ☺constructive suggestions
Close positively ☺a forward look ☺an alternative to the refusal ☺ good wishes ☺ Freebies ☺Resale or sales promotion
Ways of thinking
❖1. Beginning with something agreeable for both the sender and the recipient
❖2. Explaining the reasons directly but tactfully
❖3. Implying the refusal and offering constructive suggestions or alternatives
Contents
Get Started Compose Your Message
Sample Study Read for Reference Check Yourself
Lead-in
Dear Mr. Lockett,
It is a great pleasure to receive your first order for 60 dozen toys. But we are very sorry to inform you that your order No. 3268 has to be canceled as you haven’t reached our minimum amount for every order.
商务英语拒绝信函
商务英语拒绝信函竭诚为您提供优质文档/双击可除商务英语拒绝信函篇一：商务英语写作拒绝信商务英语写作拒绝信11321034李晓萱第一篇：Dearsirs,Thankyouforyourletterrequestinganorderofblackleathe rgloves.weappreciateyourinterestinourproduct.unfortunately,wemustletyouknowthatourproductionline doesnotproducttherequiredgoodduetodifficultywithdye.however,ourcompanymanufacturestheleatherglovesofoth ercolor,whicharethesameinsizeandquality.Ifyouareint erested,Iwillsendyousomeofcataloguesenclosedwiththi sletterforyourreference.wearelookingforwardtoreceivingyourfavorablereply.Yourssincerely第二篇;Dearsirs,wewerepleasedtoreceiveyourletterofoctober15thinwhic hyourequesttoapricereduction.wehaveconsideredyourproposalverythoroughly.unfortun atelyenough,aswearegoingtopurchasealargeamountofnew machines,weneedtohaveadequatefunds.but,wecanofferyousomegifts,whichcouldbeusingasaprom otion.wehopeourreplywillnotbedisappointing.Yourssincerely第三篇：Dearsir,wehavereceivedyourletterofoctober10threquestingaret urnofgoods.Inordertoofferingthebeatservicetoourcustomers,wehav eestablishedasoundafter-saleservicesystem.wearesend ingyouacopyofourcompany’sguarantee.whenyougothroughthedetailsyoumayfindwest rictlylimitedourreturnservicesinthescaleofnon-human factors.however,wemayofferyouadiscountof20percentatourappoi ntedrepairagency.welookforwardtotheopportunityofseveringyouagain.Yourssincerely篇二：正式商务商务英语拒绝信拒绝函ALetterofRefusalALetterofRefusalschoolofAutomotivestudiesxxxuniversityxxxxRoadxxxxDistractshanghai20xxxxp.R.chinanov.16,20XXprof.smithInstituteofAutomotiveengineeringshanghaiJiaotonguniversityJixiebuilding800DongchuanRoadshanghai20XX40p.R.chinaDearprof.smith,YesterdayIhavereceivedyourletterformetobeakeynotespeakeratthe10thinternationalnewenergyAutomobileForum tobeheld,January5–8,20XX,atyouruniversity.Iamveryhonouredandappreciat eforyourkindinvitation,butmuchtomyregretican’tattendtheforu m.becauseIwillbeatanotherinternationa lconferenceheldinnewYorkfromJanuary3–10.Ifeelsosorrythatthetwomeetingtimeareconflictedan dIwouldnotmakeboth.pleaseacceptmyapologies.besidesIamveryinterestedinthelasteddevelopmentinnew energyautomobile,Ihopeyoucouldkindlysendmesomeforum materialsafterthemeeting.Ifthereisotherconferencere latingtothefieldheldbyyourinstituteinthefuture,pleaseinformmeinadvance.Iwouldmakebestbalancetomakethes chedule.Atlast,Iwishtheforumwillbeaccomplishedsuccessfully Iamlookingforwardtoyourreply.Yourssincerely,xxxDeanoftheschool篇三：经典：商务英语10种抱怨信函写作篇抢注网址：/wenkxd.htm经典：商务英语10种抱怨信函写作篇complaints&claims（抱怨和索赔信函）抱怨、索赔信函的目的是为了获取更好的服务，对已出现的问题求得尽快的、妥善的解决。
商务英语拒绝信函
竭诚为您提供优质文档/双击可除商务英语拒绝信函篇一：商务英语写作拒绝信商务英语写作拒绝信11321034李晓萱第一篇：Dearsirs,Thankyouforyourletterrequestinganorderofblackleathe rgloves.weappreciateyourinterestinourproduct.unfortunately,wemustletyouknowthatourproductionline doesnotproducttherequiredgoodduetodifficultywithdye.however,ourcompanymanufacturestheleatherglovesofoth ercolor,whicharethesameinsizeandquality.Ifyouareinterested,Iwillsendyousomeofcataloguesenclosedwiththi sletterforyourreference.wearelookingforwardtoreceivingyourfavorablereply.Yourssincerely第二篇;Dearsirs,wewerepleasedtoreceiveyourletterofoctober15thinwhic hyourequesttoapricereduction.wehaveconsideredyourproposalverythoroughly.unfortun atelyenough,aswearegoingtopurchasealargeamountofnew machines,weneedtohaveadequatefunds.but,wecanofferyousomegifts,whichcouldbeusingasaprom otion.wehopeourreplywillnotbedisappointing.Yourssincerely第三篇：Dearsir,wehavereceivedyourletterofoctober10threquestingareturnofgoods.Inordertoofferingthebeatservicetoourcustomers,wehav eestablishedasoundafter-saleservicesystem.wearesend ingyouacopyofourcompany’sguarantee.whenyougothroughthedetailsyoumayfindwest rictlylimitedourreturnservicesinthescaleofnon-human factors.however,wemayofferyouadiscountof20percentatourappoi ntedrepairagency.welookforwardtotheopportunityofseveringyouagain.Yourssincerely篇二：正式商务商务英语拒绝信拒绝函ALetterofRefusalALetterofRefusalschoolofAutomotivestudiesxxxuniversityxxxxRoadxxxxDistractshanghai20xxxxp.R.chinanov.16,20XXprof.smithInstituteofAutomotiveengineeringshanghaiJiaotonguniversityJixiebuilding800DongchuanRoadshanghai20XX40p.R.chinaDearprof.smith,YesterdayIhavereceivedyourletterformetobeakeynotesp eakeratthe10thinternationalnewenergyAutomobileForum tobeheld,January5–8,20XX,atyouruniversity.Iamveryhonouredandappreciat eforyourkindinvitation,butmuchtomyregretican’tattendtheforum.becauseIwillbeatanotherinternationa lconferenceheldinnewYorkfromJanuary3–10.Ifeelsosorrythatthetwomeetingtimeareconflictedan dIwouldnotmakeboth.pleaseacceptmyapologies.besidesIamveryinterestedinthelasteddevelopmentinnew energyautomobile,Ihopeyoucouldkindlysendmesomeforummaterialsafterthemeeting.Ifthereisotherconferencere latingtothefieldheldbyyourinstituteinthefuture,plea seinformmeinadvance.Iwouldmakebestbalancetomakethes chedule.Atlast,Iwishtheforumwillbeaccomplishedsuccessfully Iamlookingforwardtoyourreply.Yourssincerely,xxxDeanoftheschool篇三：经典：商务英语10种抱怨信函写作篇抢注网址：/wenkxd.htm经典：商务英语10种抱怨信函写作篇complaints&claims（抱怨和索赔信函）抱怨、索赔信函的目的是为了获取更好的服务，对已出现的问题求得尽快的、妥善的解决。
拒绝提供样品费的信函范文商务英语
拒绝提供样品费的信函范文商务英语Subject: Refusal to Provide Sample FeeDear [Recipient's Name],I hope this letter finds you well. I am writing to address the recent request made by your company for us to provide sample products without charging a fee. After careful consideration, we have decided to respectfully decline this request.While we understand the importance of providing samples to potential clients for evaluation purposes, it is also important for us to consider the costs associated with producing these samples. As a business, we invest time and resources into developing high-quality products, and providing samples without a fee can become financially burdensome for us.We believe that our products speak for themselves in terms of quality and innovation, and we have confidence in their ability to meet the needs of your company. However, we are unable to provide free samples on a regular basis as it would not be sustainable for our business.With that being said, we are more than willing to discuss other options for you to evaluate our products. We can offer discounted rates on sample products or provide additionalinformation, such as product specifications and reviews, to help you make an informed decision.We value the opportunity to work with your company and are committed to finding a solution that meets both of our needs. If you have any questions or would like to discuss this further, please do not hesitate to contact us.Thank you for your understanding and cooperation.Sincerely,[Your Name][Your Title][Company Name]。
商务英语函电范文
交易的第一步1. 向顾客推销商品Dear Sir: May 1, 2001Inquiries regarding our new product, the Deer Mountain Bike, have been coming in from all parts of the world. Reports from users confirm what we knew before it was put on the market - that it is the best mountain bike available. Enclosed is our brochure.Yours faithfully2. 提出询价Dear Sir: Jun.1, 2001We received your promotional letter and brochure today. We believe that your would do well here in the U.S.A. Kindly send us further details of your prices and terms of sale. We ask you to make every effort to quote at competitive prices in order to secure our business. We look forward to hearing from you soon..Truly3. 迅速提供报价Dear Sir: June 4, 2001Thank you for your inquiry of June the 1st concerning the Deer Mountain Bike. It gives us great pleasure to send along thetechnical information on the model together with the catalog and price list. After studying the prices and terms of trade, you will understand why we are working to capacity to meet the demand. We look forward to the opportunity of being of service of you.交易的契机4. 如何讨价还价Dear Sir: June 8, 2001We have received your price lists and have studied it carefully. However, the price level in your quotation is too high for this market, If you are prepared to grant us a discount of 10% for a quantity of 200, we would agree to your offer. You should note that some price cut will justify itself by an increase in business. We hope to hear from you soon.Yours truly5-1 同意进口商的还价Dear Sirs: June 12, 2001Thank you for your letter of June the 8th. We have accepted your offer on the terms suggested. Enclosed our will find a special price list that we believe will meet your ideas of prices. You should note that the recent advances in raw materials have affected the cost of this product unfavorably.However, for your order we have kept our prices down.Sincerely5-2 拒绝进口商的还价Dear Sirs: June 12, 2001Thank you for your letter of June the 8th. We regret that we cannot meet your terms. We must point out that the falling market here leaves us little or no margin of profit. We must ask you for a keener price in respect to future orders. At present the best discount offered for a quantity of 200 is 5%. Our current situation leaves us little room to bargain. We hope you will reconsider the offer.Truly6. 正式提出订单Dear Sir: June 15, 2001We have discussed your offer of 5% and accept it on the terms quoted. We are prepared to give your product a trial, provided you can guarantee delivery on or before the 20th of September. The enclosed order is given strictly on this condition. We reserve the right of refusal of delivery and/or cancellation of the order after this date.Truly7. 确认订单Dear Sir: June 20, 2001Thank you very much for your order of June 15 for 200 Deer Mountain Bikes. We will make every possible effort to speed up delivery. We will advise you of the date of dispatch. We are at your service at all times.Sincerely8. 请求开立信用证Gentlemen: June 18, 2001Thank you for your order No. 599. In order to execute it, please open an irrevocable L/C for the amount of US$ 50,000 in our favor. This account shall be available until Sep. 20. Upon arrival of the L/C we will pack and ship the order as requested.Sincerely9. 通知已开立信用证Dear Sir: June 24, 2001Thank you for your letter of June 18 enclosing details of your terms. According to your request for opening an irrevocable L/C, we have instructed the Beijing City Commercial Bank to open a credit for US$ 50,000 in your favor, valid until Sep. 20. Please advise us by fax when the order has been executed.Sincerely10. 请求信用证延期Dear Sir：Sep. 1, 2001We are sorry to report that in spite of our effort, we are unable to guarantee shipment by the agreed date due to a strike at our factory. We are afraid that your L/C will be expire before shipment. Therefore, please explain our situation to your customers and secure their consent to extend the L/C to Sept.30.Sincerely11. 同意更改信用证Gentlemen: Sept. 5, 2001We received your letter today and have informed our customers of your situation. As requested, we have instructed the Beijing City Commercial Bank to extend the L/C up to and including September 30. Please keep us abreast of any new development.。
商务英语写作系列：(中英文)求职应聘录用通知和聘书写作流程与范文 Offer Letter
Offer Letter求职应聘录用通知和聘书写作流程：录用通知，也就是我们通常所说的Offer Letter，恐怕是最受应聘者欢迎的邮件之一了。
应聘者在经过了一轮又一轮笔试、面试和漫长等待后，翘首以盼的就是这薄薄几页纸。
那不妨让我们来看看录用通知和聘书主要包含哪些信息：·职位，直属部门·月薪或年薪（外资企业一般习惯使用年薪制）·职工福利（如：职工保险、年终奖金及分红、带薪和不带薪假期的安排等）·入职日期、培训试用期限等求职应聘录用通知和聘书写作范文：Dear Mr. Russell,On behalf of the Assessment Committee, it gives me great pleasure to offer you the position of Regional Sales Manager with our Corporation.The details of the offer are attached for your review and signature.（我谨代表公司评估小组荣幸地通知您：您获得了我公司区域销售经理的职位。
随信附上一份聘用合同细则，供您参阅及签署。
）I would like to clarify the key points of the employment contract so that you fully understand the details:（以下，我将概括聘用合同的几个关键点，以便于您充分理解细节条款：）mencement and supervisionYour employment with Sunflower Corporation as a Regional Sales Manager will commence on January 82014. Mr. Ricardo Brown, the National Sales Director, will be your immediate Supervisor to guide you in developing the regional market in linewith Company policy.（1.入职日期和直属上级您将于2014年1月8日正式上任Sunflower公司的区域销售经理职位。
商务英语写作第六章
Useful notes:
回避责任 挑错 得到赔偿 撤消投诉 提供证据 商业文件 合同条款 evade responsibility find fault with to cover a loss from withdraw a claim provide proofs business document contract clauses
Exercises:
On receiving a letter of claim one must analyze and investigate in detail whether the claim is justified and within his of her responsibilities for compensations. 收到索赔信时首先要详细地分析和调查这个索赔 是否合理，是否在你赔偿责任范围之内。
1). The Opening
The first paragraph you should start with acknowledging the complaint or delivering the good new. We have received your complaints of, referring to your order No.XXX Thank you for bringing us attention to the of… matter of …should reach you in three days days… should
ቤተ መጻሕፍቲ ባይዱ
Write a letter
Your company has received a letter from ABC Company complaining about the shipment of wrong amount of goods and inferior materials (reference order 9835/E). sizeThey ordered 100 size-36coats (model no. 134), but only received 10. Besides, the color of the coats was not consistent . Write an adjustment letter to comfort your customer and offer reasonable solutions.
商务英语写作Adjustmentsandrefusals
Writing a letter
•Situation:
•The office bought a photocopier last week. But it didn’t work. Ms. Zhang returned it to the store but failed to get the money back. So she wrote a complaint letter to Mr. Black, manager of the store.
2). The body
• The body should focus on your actions and decisions about the complaint.
• I have checked with the transporters, and they inform me that…
Exercises: Rearrange the sentences
a. Please accept our apologies for the delay. b. The mistake has been corrected and will never occur
again. c. Our internal research has uncovered a bottleneck in our
• 如发现确是我方地毯质量低劣,我们愿意承担一 • 切责任。 • If it is found that the quality of our carpet is
inferior to the samples, we are willing to take all responsibility.
• 对于这一严重错误,我方深表歉意。 • We wish to express our deepest regret over • the serious mistake.
商务英语写作 chapter_6
If not, one should politely give the reason that the complaints or claims cannot be accepted.—Refusal
When writing, act quickly, be clear and comprehensive(包容), maintain a friendly tone, and always be accurate(精确).
Adjustments & Refusals
It is said to be the most difficult business letter.
When you get a complaint or claim, you may either grant an adjustment or refuse it depending on the circumstances.
We add our apology for your trouble and promise to execute your orders in the future with maximum care and efficiency.
Refusal
Two goals: to say no; to maintain goodwill. Indirect order:
3. Refuse positively. 4. End with adapted, goodwill comment.
Example
Gentlemen: Thank you for your letter of …
concerning the 12 cases of videorecorders covering your order No. 139.
商务英语写作实训 Chapter 6-Letters for__Complaints
Letters for Complaints & Adjustments
Contents
Composing Your Message Reference Expressions Sample Letters Writing Your Message Check Yourself
Composing Your Message
For Adjustment letters --- Openings
I am sorry that you have experienced delays in the delivery of… I am very sorry to hear about… in your letter of… Thank you for your letter of…, which has given us the opportunity to rectify a most unfortunate mistake. We wish to apologize for the unfortunate mistake pointed out in your letter of…
Useful Central Sentence Structures --- On Shortage
We regret to inform you that after inspection of the above shipment we found 15 boxes missing. In view of the small quantity involved we hope you will have no difficulty in settling this matter and bring the case to a satisfactory close.
Contents
Composing Your Message Reference Expressions Sample Letters Writing Your Message Check Yourself
Composing Your Message
For Adjustment letters --- Openings
I am sorry that you have experienced delays in the delivery of… I am very sorry to hear about… in your letter of… Thank you for your letter of…, which has given us the opportunity to rectify a most unfortunate mistake. We wish to apologize for the unfortunate mistake pointed out in your letter of…
Useful Central Sentence Structures --- On Shortage
We regret to inform you that after inspection of the above shipment we found 15 boxes missing. In view of the small quantity involved we hope you will have no difficulty in settling this matter and bring the case to a satisfactory close.
拒绝信函范文商务英语作文
拒绝信函范文商务英语作文Refusal Letter。
Dear Mr./Ms. [Name],。
Thank you for your interest in our company and for submitting your proposal for [project name]. We appreciate the time and effort you put into your submission.After careful consideration, we regret to inform you that we are unable to accept your proposal at this time. While we recognize the potential of your proposal, we have decided to pursue other opportunities that align more closely with our current business strategy.We understand that this may be disappointing news, but we hope that you will continue to consider our company for future projects. We value our relationship with you and would be happy to discuss any future opportunities that may arise.Thank you again for your interest in our company andfor your submission. We wish you all the best in yourfuture endeavors.Sincerely,。
商务英语写作实训 Chapter 5-refusal letter
Step 2
Explain the refusal with good reason ☺tactful ☺logical ☺convincingly
Step 3
State the refusal ☺bad news ☺constructive suggestions
Step 4
Close positively ☺a forward look ☺an alternative to the refusal ☺ good wishes ☺ Freebies ☺Resale or sales promotion
Rபைடு நூலகம்fusal Letters
Contents
Composing Your Message
Reference Expressions
Sample Letters Writing Your Message
Check Yourself
Composing Your Message
Writing Approach of Refusal Letters
Induction(归纳法): [indirect approach]
method of logical reasoning which obtains or discovers general laws from particular facts or examples
Step 1
Begin with a buffer ☺best news ☺appreciation ☺facts of problem ☺an apology
Stating Refusal
We are sorry that we are unable to comply with your request. Unfortunately, we are not in a position to accept your request. Unfortunately I have a schedule conflict and I will be unable to attend the forum. Much to our regret, we are unable to accommodate your request. After much consideration, we have decided… I am sorry that I cannot accommodate you in this matter and I hope you will understand. Unfortunately enough, owing to…, and we should be glad if you would accept our apologies. Unfortunately, it is not possible to… because…
商务英语写作实务课件Unit 5
function. Be sincerely. The inside address can be omitted.
III. Warm-up Exercise
You are Jack Wang, the Sales Manager of your company. Please write a thank-you letter to Henry Smith, the Purchasing Manager of another company to thank for their placing an order. Points Your company got a large order from Henry’s company. Thank him for placing the order. Hope to keep a long-term business relationship.
Yours sincerely, Xavier
Sample 4
Dear Mr. Jones, I want to thank you again for offering me the opportunity to
interview for the planning internship position in the Research and Development Department. The projects your organization has on the drawing board are certainly impressive. If offered the internship position, I think I could be a real asset to your team. I really appreciate the time you spent in interviewing me for the planning internship position. If you have any other questions that you would like to ask me, do not hesitate to call.
III. Warm-up Exercise
You are Jack Wang, the Sales Manager of your company. Please write a thank-you letter to Henry Smith, the Purchasing Manager of another company to thank for their placing an order. Points Your company got a large order from Henry’s company. Thank him for placing the order. Hope to keep a long-term business relationship.
Yours sincerely, Xavier
Sample 4
Dear Mr. Jones, I want to thank you again for offering me the opportunity to
interview for the planning internship position in the Research and Development Department. The projects your organization has on the drawing board are certainly impressive. If offered the internship position, I think I could be a real asset to your team. I really appreciate the time you spent in interviewing me for the planning internship position. If you have any other questions that you would like to ask me, do not hesitate to call.
商务英语写作指导：商业英文书信(5)
商务英语写作指导：商业英文书信（5）（3）关于某某事项，谨表谢意，等。
1. Please accept our thanks in advance for your usual kind attention.2. Please accept our thanks for the trouble you have taken.3. We are obliged to you for your kind attention in this matter.4. We are greatly obliged for your trial order just received.5. We wish to assure you of your appreciation of your courtesy in this matter.6. We thank you for your order just received.7. We thank you for the special care you have given to the matter.8. We tender you our sincere thanks for your generous treatment of us in this affair.9. Allow us to thank you for the kindness extended to us.10. We are very sensible of your friendly services on our behalf， for which please accept our sincere thanks.（4）请原谅我的回信延迟……，等。
1. Please excuse my late reply to your very friendly letter of March 1.2. I hope you will forgive me for not having written you for so long.3. I hope you will excuse me for not having replied to you until today.4. I humbly apologize you for my delay in answering to your kind letter of May5.5. I have to （must） apologize you for not answering your letter in time.6. I must ask you to kindly accept our excuses， late as they are.（5）我们对您的关照，谨致谢意，等。
商务英语写作实训 Chapter 3-refusal letter
In an effort to minimize shipping and office costs, we have established US$6,800 as the minimum amount for every order. The savings that result from this company policy are passed onto our customers.
Refusal Letters
Objectives
➢Write a good buffer to reduce the negative impact of the bad news ➢Compose appropriate letters of refusal ➢Use indirect approach in writing bad-news messages
Cindy has a lot to learn in her professional attitude as well as her writing skills.
Cindy needs to add some explanations for her refusal
And the explanation for the refusal takes the You-attitude instead of We-attitude.
Step 1
Step 2
Step 3
Step 4
Begin with a buffer
☺best news ☺appreciation ☺facts of problem ☺an apology…
Explain the refusal with good reason
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Refusal Letters
Contents
Composing Your Message Reference Expressions Sample Letters Writing Your Message
Check Yourself
Composing Your Message
Writing Approach of Refusal Letters
Step 4
Begin with a buffer
☺best news ☺appreciation ☺facts of problem ☺an apology
Explain the refusal with good
reason
☺tactful ☺logical ☺convincingly
State the refusal
Induction(归纳法): [indirect approach]
method of logical reasoning which obtains or discovers general laws from particular facts or examples
1
Step 2
Step 3
Techniques for Deemphasizing Bad News
❖ Employ indirect approach to organize; ❖ Insert the bad news in a long sentence; ❖ Place the bad news in a subordinate clause; ❖ Be clear but not overly detailed ❖ Imply the refusal---euphemisam ❖ Suggest an alternative ❖ Use the passive voice
We understand your concern about the… you mentioned in your letter of May 6th.
Explaining Refusal
➢ I feel that it is a in our mutual interest for me to… ➢ In order to minimize shipping and office costs, we have established… as the minimum amount for every order. ➢ Your plan sounds excellent and we are sure that it will bring lots of benefits to your personnel. But we will have to… ➢ As we are going to launch a new serial of products onto the market, we need to have adequate funds to facilitate this promotion. ➢ As you know that owing to…, we will not be able to meet the agreed delivery date. ➢ Much as I should like to attend your exposition, my schedule will be fully engaged next week. ➢ That has been a difficult decision for me, but I believe…
☺bad news ☺constructive suggestions
Close positively ☺a forward look ☺an alternative to the refusal ☺ good wishes ☺ Freebies ☺Resale or sales promotion
Reference Expressions
Beginning with a buffer
In reply to your letter regarding the supply of 10 free sample units of our product No. 1080.
We were pleased to receive your order of … for a further supply of 500 air-conditioners. We appreciated your continuing confidence in our products.
Stating Refusal
➢ We are sorry that we are unable to comply with your request. ➢ Unfortunately, we are not in a position to accept your request. ➢ Unfortunately I have a schedule conflict and I will be unable to attend the forum. ➢ Much to our regret, we are unable to accommodate your request. ➢ After much consideration, we have decided… ➢ I am sorry that I cannot accommodate you in this matter and I hope you will understand. ➢ Unfortunately enough, owing to…, and we should be glad if you would accept our apologies. ➢ Unfortunately, it is not possible to… because…
Thank you for your inquiry of 23 August. We are always pleased to hear from a valued customer.
We are pleased to receive your letter of … in which you request to... we appreciate this opportunity to serve your needs.
Contents
Composing Your Message Reference Expressions Sample Letters Writing Your Message
Check Yourself
Composing Your Message
Writing Approach of Refusal Letters
Step 4
Begin with a buffer
☺best news ☺appreciation ☺facts of problem ☺an apology
Explain the refusal with good
reason
☺tactful ☺logical ☺convincingly
State the refusal
Induction(归纳法): [indirect approach]
method of logical reasoning which obtains or discovers general laws from particular facts or examples
1
Step 2
Step 3
Techniques for Deemphasizing Bad News
❖ Employ indirect approach to organize; ❖ Insert the bad news in a long sentence; ❖ Place the bad news in a subordinate clause; ❖ Be clear but not overly detailed ❖ Imply the refusal---euphemisam ❖ Suggest an alternative ❖ Use the passive voice
We understand your concern about the… you mentioned in your letter of May 6th.
Explaining Refusal
➢ I feel that it is a in our mutual interest for me to… ➢ In order to minimize shipping and office costs, we have established… as the minimum amount for every order. ➢ Your plan sounds excellent and we are sure that it will bring lots of benefits to your personnel. But we will have to… ➢ As we are going to launch a new serial of products onto the market, we need to have adequate funds to facilitate this promotion. ➢ As you know that owing to…, we will not be able to meet the agreed delivery date. ➢ Much as I should like to attend your exposition, my schedule will be fully engaged next week. ➢ That has been a difficult decision for me, but I believe…
☺bad news ☺constructive suggestions
Close positively ☺a forward look ☺an alternative to the refusal ☺ good wishes ☺ Freebies ☺Resale or sales promotion
Reference Expressions
Beginning with a buffer
In reply to your letter regarding the supply of 10 free sample units of our product No. 1080.
We were pleased to receive your order of … for a further supply of 500 air-conditioners. We appreciated your continuing confidence in our products.
Stating Refusal
➢ We are sorry that we are unable to comply with your request. ➢ Unfortunately, we are not in a position to accept your request. ➢ Unfortunately I have a schedule conflict and I will be unable to attend the forum. ➢ Much to our regret, we are unable to accommodate your request. ➢ After much consideration, we have decided… ➢ I am sorry that I cannot accommodate you in this matter and I hope you will understand. ➢ Unfortunately enough, owing to…, and we should be glad if you would accept our apologies. ➢ Unfortunately, it is not possible to… because…
Thank you for your inquiry of 23 August. We are always pleased to hear from a valued customer.
We are pleased to receive your letter of … in which you request to... we appreciate this opportunity to serve your needs.