Business-Communications-noter-2.docx - GLOBAL ENGELSK...

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SK Syddansk Universitet, Kolding GLOBAL ENGELSK Business communication noter
Global Engelsk Business Communications Noter SDU 2019 Indholdsfortegnelse Business Communications ........................................................................................................................................ 3 Genrekriterier .................................................................................................................................................................. 3 Mediet ............................................................................................................................................................................. 4 Korrespondance (correspondence) .................................................................................................................................. 4 Correspondence - brief version in English ....................................................................................................................... 5 Definition .................................................................................................................................................................... 5 Important characteristics ............................................................................................................................................ 5 Politeness strategies ........................................................................................................................................................ 7 Politeness and Face ..................................................................................................................................................... 7 Theories of politeness: Brown and Lewinson ............................................................................................................. 7 Choosing between indirect and direct approaches ....................................................................................................... 10 Adoupting the You-attitude ........................................................................................................................................... 11 Maintaining standards of etiquette .............................................................................................................................. 11 Emphasizing the positive ............................................................................................................................................... 12 Letters ............................................................................................................................................................................ 12 Letters defined .......................................................................................................................................................... 12 Letter form ..................................................................................................................................................................... 12 Letter formality ......................................................................................................................................................... 13 Memos ........................................................................................................................................................................... 13 Memos form ............................................................................................................................................................. 13 Email .............................................................................................................................................................................. 15 Planning Email messages .......................................................................................................................................... 15 Writing Emails ........................................................................................................................................................... 15 Presentation: Fully blocked layout ................................................................................................................................ 17 US style letters ............................................................................................................................................................... 19 OVERVIEW - Formalities in letters ................................................................................................................................. 20 Types of business transactions between Seller and Buyer (Type of business correspondence) OVERWIEV ................. 22 Other routine messages ................................................................................................................................................ 22 Enquiries ........................................................................................................................................................................ 23 Opening ..................................................................................................................................................................... 23 Asking for catalogues, price lists… ............................................................................................................................ 23 Asking for details ....................................................................................................................................................... 24 Asking for samples, patterns, demonstration ........................................................................................................... 24 Suggesting terms, methods of payment, and discounts .......................................................................................... 24 Closing ....................................................................................................................................................................... 24 An example of an enquiry from a buying agent ....................................................................................................... 24 Example of an Enquiry from a retailer to a foreign manufacturer ........................................................................... 25 Replies and quotations .................................................................................................................................................. 26 Replying to enquiries ................................................................................................................................................ 26 Giving quotations ...................................................................................................................................................... 27 1
Global Engelsk Business Communications Noter SDU 2019 Example: Reply to buying agent (Selling the product) .............................................................................................. 29 Example: Offering an Alternative .............................................................................................................................. 30 Example: Enquiry: Request for special terms (Perfect use of the 4 point plan) ....................................................... 31 Orders ............................................................................................................................................................................ 32 Placing orders ........................................................................................................................................................... 32 Example: Covering Letter (Order placed) ................................................................................................................. 35 Examples: Acknowledgement of first order & Acknowledgement of order point out delayed delivery ................. 35 Invoices and statements ................................................................................................................................................ 37 Invoices ..................................................................................................................................................................... 37 Pro forma invoices .................................................................................................................................................... 37 Statements of account .............................................................................................................................................. 37 Advice of payment .................................................................................................................................................... 37 Acknowledgement of payment ................................................................................................................................ 37 Delayed payment ...................................................................................................................................................... 38 Credit ............................................................................................................................................................................. 38 Forms of credit .......................................................................................................................................................... 38 Requirements for granting credit ............................................................................................................................. 38 Asking for credit ........................................................................................................................................................ 38 Replying to request for credit ................................................................................................................................... 39 Example: Credit: Costumer request time to pay (Granted) & Supplier reply ........................................................... 39 Complaints and adjustments ......................................................................................................................................... 40 Unjustified complaints .............................................................................................................................................. 40 Making general complaints ....................................................................................................................................... 40 Replying to letters of complaint ................................................................................................................................ 41 Example: Complaint about non-delivery .................................................................................................................. 41 Example: Complaint about damaged goods & reply to complaint ........................................................................... 42 Useful expressions in Complaint: .............................................................................................................................. 44 Useful expression in reply to complaint ................................................................................................................... 44 Dos and Donts when making complaints OVERVIEW ............................................................................................... 45 Dos and don’ts when handling complaints OVERVIEW ............................................................................................ 46 Using agents to penetrate foreign markets - examples of correspondence ................................................................. 47 Offering / confirming agreement about agency ....................................................................................................... 47 Cover letter/mail from the agent accompanying his account sales / statement of sales ........................................ 47 Example: Offer for an agent ...................................................................................................................................... 49 Example: Agents reply (asking for more details) ...................................................................................................... 50 2
Global Engelsk Business Communications Noter SDU 2019 Business Communications Genrekriterier - Når vi har med virksomhedens tekstkommunikation at gøre kigger vi specifikt på følgende: o Hvordan se genre, som virksomheden kommunikere igennem, ser ud o Hvad de indeholder o Og hvordan dette indhold præsenteres - Når vi skal bestemme hvilken genre en tekst indeholder skal der bruges en model som kan

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