汇丰银行内部写作教材 3.docx
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汇丰银行内部写作教材 3.docx
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汇丰银行内部写作教材3
WelcometoChapter3.
Overview
Inthelasttwochapters,you'velearnedandpractisedthefirsttwostagesoftheWritingProcess:
PlanandOrganise.
Inthischapter,you'lllookatthenexttwostages:
DraftandRevise.Together,thesetwostagestakethemosttime.Writingthefirstdrafttakeslesstimethanrevising.You'llfocusonwritingthefirstdraftandtakingthefirststepinrevisingyourdraft.
Plan to Organise to Draft to Revise
ThiscourseisbasedontheWritingProcess,astep-by-stepprocedureforproducingeffectivecorrespondence.Therefore,HSBCrecommendsthatyoustudyeachchapterofthiscourseinorder,beginningwiththeintroductorychapter"GettingStarted".
Objectives
Inthischapter,you'llstartworkingonawritingproject.
Asyoudoso,you'llbeableto
● draftaletterand
● reviseyourletterstomakethemcomplete.
PlanningandOrganising:
AQuickReview
InthefirsttwostagesoftheWritingProcess,youplanandorganisewhatyou'regoingtowrite.
Inplanning,youdecide
owhyyouarewriting(writer'spurpose)
ohowyourreaderwillrespond(reader'sresponse)
owhatyourreaderneedstoknow(reader'sinformation).
Youthenorganiseyourplanbycreatinganoutline.
Drafting:
BeforeYouBegin
Inthischapter,you'llbegintowritealetter.Asyouwritethisletter,you'llworkthroughallfivestagesoftheWritingProcess.
LETTERTOMRPERRY:
THESITUATION
Theletteryouwillwriteisbasedonthefollowingsituation:
Situation:
Ourcustomer,MrRobertPerry,depositedachequethrough'QuickDeposit'intohisPremieraccount.Unfortunately,thenameonthecheque(thebearer'sname)wasnotexactlythesameasthenameontheaccount.ThenameonthechequewasMrRobertPery(insteadofPerry).Asaresult,themoneywasnotcreditedtoMrPerry'saccount.
Solution:
MrPerryneedstoaskthedrawertowriteanothercheque,makingsurethenameisexactlythesameasontheaccountcard.Then,themoneycanbedepositedintohisaccount.
LETTERTOMRPERRY:
THETASK
YouareaCustomerRelationshipOfficer.Althoughthereisastandardformtodealwiththissituation,yourmanagerhasaskedyoutowritealettertoMrPerry,asheisavaluedcustomer.
MrPerry'sdetailsareasfollows:
Address:
Flat3A,BayshoreTower,Mary'sPoint,Vancouver
Accountno:
613556556888
Chequeno:
60263
Payeename:
MrRPery
Nameonaccountrecord:
MrRPerry
Whatwillyoudonext?
Thinkaboutthis...
You'renotgoingtostartwritingimmediately,areyou?
Remember:
therearefivestagesintheWritingProcess.Youalwaysneedtobeginwiththefirststage.
LETTERTOMRPERRY:
PLANNING
Whatshouldyoudofirst?
Youshouldplanwhattowrite!
Doyourememberthe3strategiesyouusewhenplanningtowrite?
The3strategiesinplanningare
oWHYareyouwritingtoMrPerry?
(ietheWriter'sPurpose)
oWHATdoyouwantMrPerrytodo?
(ietheReader'sResponse)
oWHATdoesMrPerryneedtoknow?
(ietheReader'sInformation).
LETTERTOMRPERRY:
PLANNING
Howdidyoudo?
Hereisasuggestedplan:
SuggestedAnswer
Writer'sPurpose
- Toexplainthesituation(whythechequewasnotaccepted)
- Topropose/suggestasolution
Reader'sResponse
- Tounderstandwhythechequewasnotaccepted
- Toacceptoursuggestion
Reader'sInformation
- Thenameonthechequeneedstomatchthenameontheaccountcard
- Thewriterofthechequeneedstoissueanotherchequewiththecorrectname
Remembertoalwayskeepyourplanwithyouasyourguide.Thiswillensurethatyougettheresultsyouwantfromyourwriting.
LETTERTOMRPERRY:
ORGANISING
Nowthatyou'vecompletedyourplan,youneedtoorganiseit.
Doyourememberthefivesectionsofaletter?
Tohelpyourecallthesesections:
Salutation
Opening(Background&Purpose)
Facts(Reader'sInformation)
Action(Reader'sResponse)
Remarks
LETTERTOMRPERRY:
ORGANISING
Howdidyoudo?
SuggestedOutline
Salutation:
DearMrPerry
Opening:
referto"QuickDeposit"cheque
apologisethatchequecannotbeaccepted
writingtoexplainsituationandsuggestsolution
Facts:
explainthatnamewasmisspelled
explainthatnameonchequeneedstomatchnameonaccountcard
Action:
askthewriterofthechequetoissueanotherone
Remarks:
hopeinformationisuseful
Nowthatyouhavecompletedyouroutline,you'rereadytomoveontothenextstageintheWritingProcess.下次还有更精彩的哦!
怎样让你的商务信件写得完整、连贯,不会让客户看了之后还不是很明白你的意图?
这节课我们就来学习怎样让信件完整、连贯。
BeingComplete:
WhyDoIt
You'velearnedthatyouneedtoreviseyourwriting5timestogetresults.You'regoingtobeginrevisingbylookingatbeingcomplete.You'lllookattheother"Cs"inthenextchapters.
You'lllearnhowtocheckyourdocumentstomakethemcomplete.
Whatdoyouthinkacompletedocumentcontains?
Whenyoureviseyourwritingtomakeitcomplete,youmakeiteasyforyourreadertorespond.Thereaderdoesn'tneedtolookformissinginformation.
You'llalsohelpthereadersavetime;theydon'tneedtoreadirrelevantinformation.
Therefore,acompletedocumentcontains
oallthatthereaderneedstoknow
oonlywhatthereaderneedstoknow
BeingComplete:
HowToDoIt
Howdoyouknowthatyourletteriscomplete?
Youneedtoaskyourselftwoquestions:
oWhatisthestructureoftheletter?
oWhatshouldIincludeinthecontentoftheletter?
Usually,whenyouwanttocheckifyourletteriscomplete,youbeginbylookingatthestructureoftheletter.
Abusinesslettercontains5parts.Theproperarrangementofthese5partsisS-O-F-A-R.
oSalutation
oOpening
oFacts
oAction
oRemark
STRUCTURE
Checkthestructureoftheletterbelow.Trytoidentifythefivepartsoftheletter.
MsFionaGreen
100ClearwaterBayRoad
SaiKungNT
22April200X
DearMsGreen
PPS
Irefertoyourrecentcommunication,andforyourinformationpleasebeadvisedthatthePPSdetailsandapplicationformweresenttoyouatanearlierdate.Thankyouforyourkindattention.
Yourssincerely
CleverMan
Isthestructureofthelettercomplete?
Onepartismissingfromtheletter.Whatisit?
A(forAction)ismissing.Inotherwords,thewriterdidnotincludethereader'sresponse.That'swhythereaderwillnotknowwhattodoafterreadingtheletter.
Youcanchecktoseeifyourletteriscompletebylookingatthestructure-oroutline-ofyourletter.Ifoneormorepartsis/aremissing,yourletterisnotcomplete.So,itneedstoberevised.
Thereis,however,anotherwaytochecktoseeifyourletteriscomplete.
CONTENT
Youcanalsocheckthecontentsofthelettertoseeifitiscomplete.YoucandothisbycomparingthecontentsofyourletterwiththeplanyouwroteearlierintheWritingProcess.
Whatshouldbeincludedinthecontentsofyourletter?
othewriter'spurpose
othereader'sresponse
oallandonlytheinformationthereaderneeds.
LookatCleverMan'sletteragain.Trytoidentifythewriter'spurpose,thereader'sresponseandtheinformationthereaderneeds.
WhatismissingfromCleverMan'sletter?
Thewriterhasstatedhispurpose:
heis"advising"thereader.Thewriterhasalsogiventhereadersomeinformation:
henotesthatthe"PPSdetailsandapplicationformweresent".Butthewriterdoesnottellthereaderwhattodo.So,thereader'sresponseismissing.
Asaresult,thereaderhadtophoneCleverMantofindoutwhatsheshoulddo.Hetoldhertofillouttheformandreturntheapplicationformtohim.
TrytoreviseCleverMan'slettertomakeitcomplete.Onapieceofpaper,writewhatyouthinkthereadershoulddo.Thendecidewhereyoushouldplacethisreader'sresponseintheletter.
Suggestedanswer:
MsFionaGreen
100ClearwaterBayRoad
SaiKungNT
22April200X
DearMsGreen
PPS
Irefertoyourrecentcommunication,andforyourinformationpleasebeadvisedthatthePPSdetailsandapplicationformweresenttoyouatanearlierdate.Thankyouforyourkindattention.
Yourssincerely
CleverMan
You'vecheckedthestructureandthecontents.Asaresult,youhadtorevisetheletterbyaddingasentence.
Nowthelettershouldbecomplete.However,there'sonemorethingyoucandotocheckifaletteriscomplete.
Youcanusethe"5W1Hmethod".Doyourememberthismethod?
(YoulearneditinChapter1.)
The"5W1Hmethod"involvesaskingthe5Wand1Hquestions,ie
Who?
What?
Why?
When?
Where?
(5W)
How?
(1H)
Youshouldusethismethodwheneveryouwriteto
orequestactionorinformation
oprovideinformation.
Thiswillhelpyoumakesurethatyouincludeallandonlytheinformationthatthereaderneeds.
Inthischapter,youstartedworkingonawritingproject:
thelettertoMrPerry.Asyouworkedontheletter,youreviewedthefirsttwostagesintheWritingProcess:
PlanandOrganise.
Youlearnedthestrategiesfordrafting,iethethirdstageintheWritingProcess.Whenyoudraft,justkeepwritinganddon'tedit.Youcanalwayscheckitlater.
Whenyoufinisheddrafting,youstartedthefourthstage:
Revise.Revisingyourdocumentswillensurethatyougetresults.However,ittakestimetorevisebecauseyouneedtodoit5times.Youneedtocheckeachofthe"5Cs".
Inthischapter,youfocusedonrevisingyourdocumenttomakeitcomplete(thefirst"C").
Tocheckthatyourletteriscomplete,youneedtocheckboththestructureandcontent.Youcanuseyourplanandtheoutlinetohelpyou.Youcanalsoaskthe"5W1H"questions.
SummaryExercise
There
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