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Unit FiveApology Lecturer: Bear
Each of us has, at one time or another, said or done something that we wish we hadn't said or done. Rather than dwell on the mistake, however, we should take quick action to remedy the problem and then get on with life. An effective letter of apology is an important part of that process and can help turn "lemons into lemonade" and actually improve a relationship. I. Background Information
II. Types of Apology Letter • Personal Apology Letter • Business Apology Letter • Personal apology Write this apology as soon as possible after the incident. Focus on actions you are taking to rectify the situation, rather than on any damage you may have caused. A sincere, well-worded apology can go a long way toward patching up a damaged relationship. Back up your apology with considerate behavior in the future.
II. Types of Apology Letter • Business apology Write this apology as soon as possible after the incident. It should be clear, concise, and dignified. Focus on actions you are taking to rectify the situation, rather than on any resultant damage. A sincere, well-worded apology can go a long way toward winning back disgruntled customers and business associates.
III. Requirements • Timing: Write the apology letter as soon as possible. • Action: Rather than focusing on the damage you have caused, write about things you will do to rectify the situation. • Brevity: Keep your apology letter short and to the point. • Sincerity : No one wants to read overly dramatic language. Choose your words carefully and express yourself clearly and simply.
III. Requirements • Tone: Your apology letter should be considerate and respectful. Remember, you are trying to rebuild a damaged relationship. • Blame: Take full responsibility for what you have done. • Following up: Try to set up a time when you can apologize in person, then back up your apology with considerate behavior in the future.
IV. Apology Letter Tips • For hurt feelings Write this apology as soon as possible after the incident. Assume your reader has good reason for being offended. Express your regret with deep sincerity. In this situation, it is usually best to apologize with a handwritten note or face to face.
IV. Apology Letter Tips • For missing a meeting or an appointment Whether you have already missed an appointment or will miss an appointment in the future, an explanatory note is a courtesy that will be appreciated. It shows you do take the relationship seriously. Be concise and polite.
IV. Apology Letter Tips • For missing an event or for forgetting someone Write this apology as soon as possible after the incident. Focus your comments on what you are doing to rectify the situation rather than on any damage you may have caused. A sincere, well-worded apology can go a long way toward patching up a damaged relationship. Back up your apology with considerate behavior in the future.
IV. Apology Letter Tips • For being late to a meeting or appointment Write this apology as soon as possible after the incident. Don't apologize unless you plan to take full responsibility and don't blame anyone. Rebuild your reputation by being consistently on time in the future.
IV. Apology Letter Tips • For poor or inadequate service Write this apology as soon as possible after the incident. Don't apologize unless you plan to take full responsibility. A sincere, well-worded apology can help win back disgruntled customers and business associates. Back up your apology with model behavior in the future.
V. Frame Introduction: Showing the feeling of apology. Body Para: The reasons for apology Conclusion: Making an apology again.
VI. Useful expression • 道歉信中开头段常用句式和套话 • I am writing this letter to express my regret… • I am writing to apologize for… • I would like to give you my apology for… • I am very sorry to say that…
I must apologize about (not) doing sth… • Please accept my sincere apology for… • I am writing to say sorry for… • I am terribly sorry, but…
VI. Useful expression • 道歉信中结尾段常用句式和套话 • Once again, I am sorry for any inconvenience caused. • Please allow me to say sorry again. • Hope you can accept my apologies and understand my situation.
I sincerely hope that you will be able to think in my position and accept my apologies. • I want to let you know how regretful I am feeling now. • I am sorry that I can’t… and trust that you will be able to understand.
VII. Samples • 1. 因未能践约赴宴致歉 • Unable to keep one’s promise • Dear Miss Nancy, • Much to my regret I was unable to keep my promise to attend your birthday party last Saturday, owing to the fact that my little son was suddenly taken ill early that day. • Hoping to see you soon. • Truly yours, • Bear
VII. Samples • 2. 因迟复来信致歉 Because of answering one’s letter late • Dear David， • I am afraid that you will think me unpardonably negligent in not having answered your letter dated 7, December sooner, but when I have told you the reason, I trust you will be convinced that the neglect was excusable. When your letter arrived, I was just in Hong Kong. As my family could not forward it to me during my absence, it has been, therefore, lying on my desk until the moment when I took it up. Now the first thing I have to hasten to do is to write to you these few lines to express my deep regret.
I enjoyed many pleasant sights during my trip. I shall be pleased to give you an account to of them when I see you next. • Yours, • Tom
VII. Samples • 3.因遗失借书致歉 Because of losing a borrowed book • Dear Frank, • I am terribly sorry to tell you that I have lost the valuable book you were so kind to lend me last week. I read it everyday and intended to finish it next month. Last night when I came to my room, it was nowhere to be found. I will try to recover it as soon as possible. If I fail to find it, I will get a new book for you.
But I am afraid it can never take the place of the old one. Old books are like old friends. Once lost, they can never be replaced. They are connected with cherished associations which the new ones can never have. And for this irrecoverable loss, I am to blame. I was so careless with my things. This is a warning to me to be more careful in the future. • Yours truly, Jack
VIII. Practice • One of your pen pals will shortly be visiting your city. For some reason, you can not manage to meet him at the airport on time. Write a letter: • 1) explaining why you cannot meet him at the airport, • 2) asking him to wait for you at the airport, • 3) telling him how to identify you.
IX. Model writing • Dear Martin, • I am looking forward to your visit. Just think, after all these years of writing to each other, we will finally have the chance to meet! However, I am sorry that I will not be able to meet you at the airport as soon as you arrive. • The reason is that your flight will arrive early in the morning, and the earliest I can get to the airport will be about an hour after you land. Please wait for me in the arrival lounge. You should be able to have breakfast there while you wait.
IX. Model writing • By the way, as we have never met I must tell you how to recognize me. I am of medium height and have a small moustache. In addition, I will be carrying a copy of the morning newspaper tucked under my left arm. • Looking forward to our meeting. • Yours sincerely, • Li Ming
Summary • In order to make a letter of apology effective, always write it as soon as possible after the offensive action takes place. Write a brief letter that is carefully worded and sincere. Whenever possible, make suitable restitution and assure the offended party that you will not repeat your regrettable behavior in the future. Back up your apology letter with appropriate behavior at the next available opportunity.
