English for Business Communication

1. English for Business Communication DLVTC XU MEIRONG

2. English for Business Communication Third Edition Xu Meirong from Department of Int’l Business Communication of Dalian Vocational & Technical Collage

3. Learning Objectives 1. Be able to write letters of complaints 2. Be able to write letters of settling complaints 3. Be able to write letters of claims 4. Be able to write letters of settling claims

4. Main & Difficult Points • Make Complaints • Settle Complaints • Make Claims • Four Ways of Settling claims • Declining claims

5. Key Words & Expressions complain complaint claim damage incur suffer survey report CIB CIQ dispute compensate compensation inspect inspection

6. Key Words & Expressions • ⊙ identifying the reference of the letter • a. We duly received the documents and took delivery of the goods on arrival of S.S. Peace at Dalian. • b. We thank you for your prompt execution of the order. • c. With reference to the arrival of the captioned goods ex. s.s. Flying Fish. • d. We learn from your letter of 12 this month that two cases of the goods under Order No.123 arrived in an unsatisfactory condition.

7. Key Words & Expressions • ⊙stating the problems and giving the evidence, if any • a. We have received the 500 cases of sugar you dispatched , but it is regret that upon examination, 25 of them were found in a damaged condition, which was obviously attributed to improper packing. • b. When unpacking the cases we found that the contents do not match your packing list. Please look into the matter and give us an immediate reply. • c. After comparing the goods you delivered with the sample, we found that the color and size are not the same. • d. We are surprised to find the quality of the goods we received is inferior to the sample. • e. We regret to say that you have delivered the wrong goods to us. • f. We regret to inform you that upon examination by CCIQB, the goods were found short in weight of 217 lbs.

8. Key Words & Expressions • ⊙ asking for compensations/ accept or reject claims • a. The buyers have raised a claim on the goods for the amount of US$10.000. • b. We are lodging a claim with you for all the losses on the goods for the amount of US$2,2997. • c. We have to file a claim against you on the shipment for short weight for US$ 534. • d. We have received the 30 cases of Black Tea you sent us, but regret to say that on examination, eight of them were found in a badly damaged condition. This was apparently attributable to faulty packing. • e. If we are to dispose of the goods on our side we must cut the price at least 15%.

9. Key Words & Expressions • ⊙ endings • a. Your prompt attention to the above will be highly appreciated. • b. We sincere hope this matter will not affect our future business. • c. In the spirit of goodwill and friendship we agree to accept all your claims. • d. Your claim should be supported by sufficient evidence. • e. Please give our claim your most favorable consideration and let us have your settlement at an early date.

10. Task 1 • Warming-up Discussion • Suppose you are China National Garments Imp. & Exp. Corporation, and have signed S/C with the buyer (Fashion Trading Company in U.K.) on CIF terms covering 3,000 dozen of Silk Blouses. After your execution of the S/C, you receive a letter from your buyer as follows, and how will you reply to your buyer?

11. Specimen Letters for Analysis (1-1)

12. Language Points 1. take/make delivery 提/ 交货 2. appear v. 似乎；（在外贸英语中常常表达委婉之意） appear to be correct 似乎正确 Your turn 你方似乎误解了我们的意图。 You appear to have misunderstood our intention. There appears to have been a mistake. 其中似乎有错。

13. Language Points 3. claim n. / v. 索赔 • claim for damage (poor packing) 因破损（包装不良）提出索赔 • claim a compensation of the shipment from somebody for something claim on / against somebody 向…提出索赔 • lodge a claim against somebody for short-weight on something 因货物短重而向…提出索赔

14. Language Points • accept a claim 接受索赔 • settle a claim 解决索赔 • entertain a claim 受理索赔 • admit a claim 同意索赔 • dismiss a claim 驳回索赔 • reject a claim 拒绝索赔 • relinquish a claim 撤回索赔

15. Language Points waive a claim 放弃索赔 withdraw a claim 撤回索赔 claim on account of damage 因损坏而索赔 claim for damage 由于损坏而索赔 claim for financial loss 要求经济损失的诉权

16. Language Points • claim for inferior quality 因质量低劣而索赔 • claim for payment 要求付款的诉权 • claim for proceeds 要求赔偿货款 • claim for short delivery 因短装而索赔

17. Language Points Your turn • 因短重买方对这批货物提出人民币一千三百元的索赔。 Buyers have lodged a claim on this shipment for RMB￥1,300 for short weight. • 你方为我订单提供的货物质量与双方同意的规格不符。因此，我们须向你方提出索赔，金额为一万五千八百美元。 The quality of your shipment for our order is not in conformity with the agreed specifications. We must therefore lodge a claim against you for the amount of $15,800.

18. Language Points 你方提供的证据不充分，因此我方不能考虑你方的索赔要求。 • 关于你方产品质量低劣的问题，我方要求你方赔偿一万五千美元。 The evidence you have provided is inadequate, therefore, we cannot consider your claim as requested. As regards inferior quality of your goods, we claim a compensation of $15,000. • 由于你方未能按时交货，我方将向你方提出由此而遭受的全部损失的索赔。 We shall lodge a claim for all the losses incurred as a consequence of your failure to ship our order in time.

19. Language Points 4. presume v. 认定，假想，猜测 5. at your disposal 由你处置， 由你处理

20. Chinese version of Letter1-1 执事先生： 事由：关于我方第123号订单的3000打真丝衬衫 感谢你方对上述订单的迅速履行。似乎所有的货物都正确无误且表面状况良好，88号箱子除外。 令人感到遗憾的是当我们打开这个箱子，发现里面装的是男式睡衣，我们只能猜想这是错装，箱内货物应属另一订单。随函附上该箱货物清单，请与我方订单及你方发票副本核对。 如你所知，我们必须将全部货物交付给我客户。鉴于这种情况，我们别无他法，只能要求你方立即更换错发货物。 同时，我们将保存上述箱子，听候你方处理。 你方对此事件的迅速办理将不胜感激。 谨呈，

21. Specimen Letters for Analysis (1-2)

22. Writing Steps for reference 1. identifying the reference of the letter 2. investigating the matter and stating your solution or suggestion 3. making apologies

23. Language Points 1. Consignment 委托 ；寄售（的货物） consignment note寄信通知书，发货通知书 consignment trade 寄售贸易 The period of consignment 寄售（托销）期 These suit your consignment well. 这很适合你的船货。 The consignment have still not arrive. 拖运物品仍未到达。

24. Language Points 2. settlement n. 解决；清偿 settle v. 解决；清偿 settlement by amicable arrangement 以友好的办法解决 settlement by arbitration 以仲裁方式解决 settlement of balance 结清余额 settlement of claims 解决索赔 settlement of loss 偿付损失 settlement of claim 理赔 settlement of exchange 结汇

25. Language Points Your turn 这个问题已经解决了。 The question has been settled. Please settle this long outstanding account without further delay. 请清偿这笔长期未清的账目，勿再拖延。 我们附上支票一纸清偿所欠全部佣金。 We enclose a check in settlement of all commissions owing.

26. Language Points 3.go into the matter === look into the matter 调查事件 4. through a confusion of numbers 由于号码混淆

27. Chinese version of Letter1-2 执事先生： 感谢你方6月6日来函，我方很高兴得知货物及时到达。令我方很遗憾的是，我们听说第88号箱子非你方所订货物。 经过调查，我们发现由于号码的混淆，确实是在包装过程出现了错误。现在我们已将正确货物航寄你方，相关单证一旦缮制完毕将立即寄给你方。 今早我们已将此意传真你方。 请将88号箱子及所装货物代为保存，等候世界运输公司在你地的代理人前去领取。该公司是我方的运输代理行，我们已委托该公司代为办理。 对上述差错给你方带来麻烦，请接受我方的道歉。 谨呈，

28. Task 2 • Warming-up Discussion • Suppose you are China National Garments Imp. & Exp. Corporation, and have signed Purchase contract with the seller (Fashion Trading Company in U.K.) covering 5,000 dozen T-shirts. After you took delivery of the goods upon arrival at the port of destination, you found 18 dozen short-delivered. what will you write to the seller?

29. Writing Steps for reference • 1.identifying the reference of the letter • 2. stating the problems and giving the evidence • 3.making claims • 4.expressing your expectation

30. Specimen Letters for Analysis (2-1)

31. Language Points 1. short-delivered adj. 短交 2. tampered with phr. 故意损坏，擅自篡改，动了手脚 3. short-shipped adj. 短装 4.make up弥补，补齐，补足，包装 • 我们将全力弥补经济损失。 We will do all we can do ro make up the economic losses. • 请你方补齐短装的几箱货。 You’re requested to make up the boxes short-delivered.

32. Chinese version of Letter2-1 执事先生： 事由:你方359销售合同项下的5000打T恤 我方愿意告知你方上述货物已于5月10日到达我港。感谢你方在及时交付货物方面的密切合作。 不幸的是，检验货物时发现T恤短交了18打。纸箱表面状况良好，似乎也没有故意破坏的痕迹，令我们吃惊的是你们一定是短装了。随函附上所交付货物数量清单和大连商品检验局开具的检验报告，请与我方订单及你方发票副本核对。 因为我们早已承诺我方客户交付全部5000打T恤以赶上销售旺季。如若能立即发运短交的货物以补齐我方所订购数量，我们将不胜感激。 期待你方利好消息。 谨呈，

33. Specimen Letters for Analysis (2-2)

34. Language Points 1. account for ph. 解释；说明…的原因 • 他不能解释旷课的原因。 He could not account for his absence from school. • 我们无法解释延迟装运的原因。 We cannot account for the delay in shipment.

35. Chinese version of Letter 2-2 执事先生： 你方第359号合同的T恤 收到你方5月22日来信及随函附件，在信中你方就“太空”轮运去的货物短交而提出索赔。 经认真调查，我们发现T恤在装船时经过适当包装的。我们实在无法解释你方抱怨的原因。然而，鉴于货物抵达大连时是由大连商品检验局检验的，我们别无选择只好如数接受你方的索赔。 因此，我们昨天已将18打T恤发运。随函附上相关装运单据。 对给你方造成的不便深表歉意，并真诚希望这不要影响我们双方未来的贸易关系。 谨呈，

36. Specimen Letters for Self-Study Letter 3

37. Language Points • per prep. 由…装运走 (从出口商的角度上是“运走”) • ex. prep. 由…装运来 (从进口商的角度) • We have shipped the 100 tons of wool per S.S“Rose ”. 我们已将100吨羊毛由玫瑰轮运走。 • 我们已收到了由玫瑰轮运来的100吨羊毛。 We have received the shipment of 100 tons of wool ex S.S“Rose”.

38. Language Points • discharge v. n. 卸货；履行 • discharge cargo from a ship 从船上卸下货物 • discharge a ship of the cargo 把货卸下船 • discharge sb from an obligation 免除某人的义务 • discharge one’s duty 履行职责 • discharge oneself of one’s duty 履行职责

39. Language Points Your turn discharge one’s debt 清偿债务 discharge receipt 卸货收据 port of discharge 卸 货 港 • 他们在纽约港卸的货。 They discharged the cargo at New York.

40. Language Points • 烟雾从烟囱排除。 The chimney discharges smoke. • The boss discharged him because of habitual absenteeism. 因为他习惯性旷工，老板解雇了他。 • 法官认为他无罪而释放了他。 The judge found him not guilty and discharged him.

41. Language Points • short-weight n. 短重 • short delivery n. 短交；缺交 • short shipment n. 短装；装载不足 • short-calculated adj. 少算的 • short-delivered adj. 短交；缺交 • short-established adj. 少开 • short-invoiced adj. 发票少开 • short-landed adj. 短卸 • short-opened adj. 少开 • short-paid adj. 少付 • short-shipped adj. 短装

42. Language Points • 由于短重五吨，我们必须向你们提出索赔。 We have to lodge a claim against you for a short-weight of 5 tons. • 提货后发现货物短交一百三十磅。 After took delivery of the goods, we find a short delivery of 1301bs in weight. • 本次订货的佣金少算了。 Our commission on this order is short-calculated.

43. Language Points • The short-delivered goods you alleged might have occurred during transit, and that is a matter over which we cannot exercise control. 你方提出的货物短交问题，可能发生在运输途中，而这是我方无法控制的。 • 你方信用证少开了一百二十五美元。 Your L/C is short-opened to the amount of $125.

44. Language Points • Inspection Certificate n. 检验证明 • Survey Report 检验报告 • Survey Report on Examination of Damage or Shortage 检验残损证明书 • Survey Report on Inspection of Tank Hold 船舱鉴定证明书 • Survey Report on Quality 品质鉴定证明书 • Survey Report of Weight 重量鉴定证明书 • Statement of Claim 索赔清单 • settlement n. 解决；清偿 • settle v. 解决；清偿

45. Chinese version of Letter 3 执事先生： 兹谈及我方2001年三月十七日函关于第AB0109号合同项下的大米由“蓝天”轮装来。货物在大连卸货后，我们发现短重1357磅。 因此，我们现向你方提出索赔如下： 索赔号 索赔原因 索赔金额 DL01 短重 1,368.60 美元 DL02 质量不良 1,532.31 美元 索赔总额计 2,900.91 美元 为我方索赔提供依据，现寄给你方第DCIB01011和DCIB01012检验证书各一份以及我方金额计2,900.91美元的索赔清单。 请对我方索赔予以认真考虑并早日理赔。 谨呈，

46. Specimen Letters for Self-Study Letter 4

47. Language Points at the time of loading 装货时 load v. 装货 • unload v. 卸货 • port of loading = port of shipment 装货港 port of unloading = port of discharging 卸货港 loading rate 装运效率

48. Language Points up to standard 符合标准 3. negligence n. 疏忽，粗心大意 • Dalian Commodity Inspection Bureau 大连商品检验局 • China Commodity Inspection Bureau 中国商品检验局

49. Language Points • tender v. 提供 Your turn 他们要求我们提供必要的证件以支持你方的索赔。 They required us to tender the necessary documents in support of your claim. • in full and final （作为）最终全部地

50. Language Points • take all possible steps 采取一切可能的步骤 • take all effective measures 采取一切有效措施 • take all necessary precautions 采取一切必要措施 • recurrence n. 再发生 这样的疏忽倘若再发生，可能有损双方的友好贸易关系。 A recurrence of such an oversight could impair our amicable relations.