商务英语写作-11-道歉信与祝贺信.ppt

本讲义供嘉铭公司内训专用 本讲义为嘉铭公司内训专用 Du Changqing BUSINESS WRITING商务英语写作 Chapter 11  Letters of Apology and Congratulation Apology Sometimes events do not run as planned, and it is your fault. Looking back, your conduct is regrettable, or some circumstance has prevented you from doing your best. In such cases, apologies are necessary for your own peace of mind and for good future relationship with an offended person. However, people who have made mistakes tend to condemn themselves too severely or describe the error too vividly, which may reinforce irritation of the other side. That reinforcement would work against the purpose of apology. The writer should apologize directly and use general terms to avoid reinforcing the unpleasantness of the mistakes. Empathy is the key to an appropriate apology. People who have the right attitude have the best chance of finding the right words. Letter of apology An unsolicited (自愿的，主动的) letter of apology removes a barrier or even preserves a business relationship. When you have to apologize, you must be sincere, direct, and brief. Guidelines Begin with the apology and reveal the purpose of the letter. Present the specific circumstance for which you apologize. And discuss methods to redress the situation, if needed. Close with a positive look to future business or personal relationship. Useful Expressions I must apologize to you for… I am very sorry that.. I am afraid what I have done has caused much inconvenience to you. I sincerely hope you understand that I offended you quite unintentionally. I believe you can understand that I have not intended to hurt you. I owe you an apology. Useful Expressions I am to blame for this unpleasant thing. Please pardon/excuse/forgive me. I sincerely hope that you will kindly accept my apologies. I hope you will kindly forgive my lapse of attention. I am so sorry to have put you to/into so much trouble. Sample version Dear David: Please excuse me for not having answered your letter d