《商务应用文写作课件费下载文库》-公开课件（设计）.pptVIP

Sample 4 ( poor ) Gentlemen: We are surprised that our order of May 4 for silk blouses has not yet come to hand. Our customers are expecting this consignment. They contact us every day, asking for a explanation. Please expedite making delivery of this consignment and inform us of the date we can take delivery. Yours faithfully Tasks Task 1 (E45)—unit6 4:54 Background: A week ago, a part-time employee in the General Office, Claudia Northcott, emailed Karl asking for a private meeting with him. When they met, he found out that she was representing all the part-time staff in the department. According to her, the Office Manager, Derek Hartman, is showing favouritism towards one of his staff, Petra Palmer, and this is upsetting everyone in the office. Karl asked for more details. Listen to the conversation twice and draft a letter of complaint on behalf of Claudia Northcott covering the key points in the conversation. Task 2 (E90) Background: You and some of your colleagues in the Customer Services Department at Hermes Communications are attending a course on how to deal effectively with customer complaints. You have been asked to do a number of tasks based on some correspondence, a telephone conversation and a recorded message. Step 1: Read Listen Read the written correspondence. Then listen to the telephone conversation and recorded message and make notes. Because you are so busy, decide which complaints you will handle now as a priority, and which you will leave until later. Step2: Discuss Write In groups, discuss how to deal with the complaints that you have prioritized. Then write replies to the complaints. Step3: Group-assessment Exchange your replies with those of another group. Comment on the effectiveness of the various documents. Exercises 1. Situational Writing ·You recently attended a one-day training course on health and safety. You were disappointed with the course and you have decide to write a letter of complaint to the training company. ·Re