商务英语写作unit 17.pptVIP

Unit 17 Complaint and Claim Learning Objectives By the end of this unit you should be able to have a good command of the form and structure of complaints and claims; use Writing Techniques in this unit comfortably in your Business English Writing; practise writing complaints and claims by using some related words; acquire the ability to write complaints and claims with the help of dictionaries and the Internet. Task One: Work in pairs and have a discussion to find out some useful words and phrases for writing complaints and claims . Just try your best and then exchange your findings with other pairs in your class. Task Two: After finishing Task one, you are to do a group work—find out how many parts the complaint and claim should include and what they are. Then check your findings with your teacher. Presentation In international business, complaints and claims often occur. The party suffering from the discrepancy of the fulfillment and the stipulations of the contract would lodge a claim for compensation. The claims can be made by both the buyers and the sellers. The sellers may complain about the buyers’ delay of payment or breach of contract. Most of the time, it is the buyer who claims for the losses caused by the seller’s wrong delivery of goods, such as nondelivery, delay of delivery or delivery of goods of quality, quantity or specifications different from what has been stipulated in the sales contract. Complaints and claims are virtually the same in structure and contents. In the narrow sense, claim means complaint for compensation for great losses, while complaint is used in less serious situations to remind the claimed to make necessary adjustments to avoid the problems happening again. In the broad sense, claim also includes complaint. Business Situation George McConnell is complaining to Ms. Cl