最新商务英语写作精品课件--8-说服性索赔与拒绝函

2021/4/131BUSINESSWRITING商务英语写作2021/4/132Chapter8PersuasiveClaimsandRefusals说服性索赔与拒绝函LectureMapPersuasiveclaims1Refusal2SampleLettersPrinciplesExercisesSampleLettersPrinciplesExercisesIsaprocessofchangingpeople’sattitudeorinfluencingtheiractions.Itisusedwhenanimmediateremedyisdoubtful.PersuasiveClaims:12021/4/135PersuasiveclaimsAsmentionedinChapter7,claimlettersareoftenroutinebecausethebasisfortheclaimisaguaranteeorsomeassurancethatanadjustmentwillbemadewithoutneedofpersuasion.However,whenanimmediateremedyisdoubtful,persuasionisnecessary.Unlikeroutineclaimletters,persuasiveclaimsdonotbeginbyaskingforanadjustment.2021/4/136Persuasionismuchmorethansimplyaskingsomebodytodosomething.Informalterms,it’saprocessofchangingpeople’sattitudeorinfluencingtheiractions,eitherimmediatelyoratsometimeinthefuture.2021/4/137Becausepersuasiveclaimsaimtoinfluenceanaudiencethatisinclinedtoresist,theydependheavilyonstrategicplanning.Bypersuasion,wemeanreasoningwiththereader—presentingfacts,andlogicthatsupportyourcase.2021/4/138Inthisapproachweshouldgenerallyfollowtheindirectplan.Openwiththewordsthat1)setupthestrategy,and2)gainattention.Beginwithacompliment,pointofagreement,statementoftheproblemorbriefreviewofactionyouhavetakentoresolvetheproblem.Presentidentifyingfactstoproveyourclaimisvalid;explainwhythereceiverisresponsible,usingpersuasivelanguageandyou-view-point.Closebytellingexactlywhatyouwantdone.Maketherequestclearly.2021/4/139PersuasiveClaimsDearSirorMadam:SUBJECT:CODE-A-PHONEMODEL100SYourCode-A-PhoneModel100Sansweringunitcamewellrecommended.Welikedourneighbor’sunitsowellthatwepurchasedthreefordifferentdepartmentsinourbusiness.Afterthethreeunitswereunpackedandinstalled,Sample12021/4/1310wediscoveredaproblem.Apparentlyourofficefluorescentlightinginterfereswiththeelectronicsintheseunits.Whenthelightsareon,heavystaticinterruptseverytelephonecall.Whenthelightsareoff,thestaticdisappears.Wecan’treplacethefluorescentlights,sowetriedtoreturntheCode-A-Phonestotheplaceofpurchase(OfficeMart,2560HaslettAvenue,Lansing,MI48901).Asalespersoninspectedtheunitsandsaidtheycouldnotbereturnedsincetheywerenotdefectiveandtheyhadbeenused.2021/4/1311BecausethedescriptiveliteratureandinstructionsfortheCode-A-Phonessaynothingaboutavoidinguseinroomswithfluorescentlighting,weexpectednotrouble.Wewerequitedisappointedthatthiswell-engineeredunit—withitstime/datestamp,roommonitor,andauto-dialfeatures—failedtoperformaswehopeditwould.Ifyouhaveamodelwithsimilarfeaturesthatwouldworkinouroffices,givemeacall.Otherwise,pleaseauthorizethereturn2021/4/1312oftheseunitsandrefundthepurchasepriceof$519.45(seeenclosedinvoice).Weareconfidentthatamanufacturerwithyourreputationforexcellentproductsandservicewillwanttoresolvethismatterquickly.Yourssincerely,BRENTW.BARRY,PRESIDENTEnclosureSample22021/4/13ClaimonpoorhotelserviceDearMr.Kennedy:Itisbelievedthatfirst-classfacilitiesandhigh-qualityservicearethemainsourceofahotel’sprosperity.AndersonHousehasconstantlybeenrankedasoneofNewYork’stophotels,enjoyingahighreputationforitsexcellentserviceandfacilitiesinthisregion.Sample2ThatiswhymywifeandIdecidedtocelebrateourfifthweddinganniversaryinAndersonHouse.Wethoughtwehadmadeagoodchoicethoughthepriceyouchargedwashigherthanmanyotherhotels.WewereconfidentthatfacilitiesatAndersonwouldbeexcellentanditsservicesuperb.CompanyLogoBegintheclaimletterwithacompliment,andfollowitwithastatementoftheproblemorabriefreviewofactionsyouhavetakentoresolvetheproblem.1AndersonHouse,however,didnotliveuptoourexpectations.Theservicewasslowandimpersonal;theroomwasneitherfurnishedinMediterraneanstylenorequippedwithasaunabathroomasyouadvertised.Onoursecondday,yourreceptionistatthehallbehavedrudelyasweaskedhersomequestionsaboutthespecialtiesduringtheweekendinAnderson.Sincewewerechargedtherateoffirst-classhotel($1,500pernight),weshouldhavebeenprovidedCompanyLogowithfirst-classfacilitiesandserviceinAnderson.Wefeltwewereovercharged.Forthesereasons,itiswiseforyoutorefundus20%oftheamountwehavepaidonthegroundsofyour“discounted”serviceinordertoupholdyourcommitmenttogoodcustomerservice.Yourssincerely,ToddGrayCompanyLogoPresentfactstoproveyourclaimisvalidandexplainwhythecompanyisresponsiblefortheproblem.2Closebytellingthereaderexactlyhowyouwanttheproblemtobesolved.Maketherequestclear.32021/4/13ClaimonreplacementDearSir:Sixmonthsago,whenthedigitalcamcorder(便携式摄像机)producedbyScanScopewasshowedinacomputerstoreinourtown,Iwassoimpressedbyitsattractiveappearanceandreasonableprice.Especiallyintriguingtomewasitsfunctionswhichwereexactlysuitableforme.Atfirst,itworkedwell.However,aweeklater,itnolongersavedpicturestothememorysticksothatIlostmanyBegintheclaimletterwithacompliment,andfollowitwithastatementoftheproblemorabriefreviewofactionsyouhavetakentoresolvetheproblem.1Sample32021/4/13preciouspictures.Withthetwo-yearwarranty,aworkerofourlocalretailertookitawayandrepaireditforaweek.Whenitreturned,Icouldnoteventakepictureswithit.Inthefollowingsixmonths,thecamcorderwassentandreturnedoverandoveragain.Itdidnotservea