汇丰银行商务写作教程

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1、汇丰银行商务写作教程这是汇丰银行内部培训员工用的写作课程。它把写作分为五步：计划、组织、草稿、修改和编辑。分成8章讲解。讲解的时候举具体的例子做示范，对提高商务写作能力很有帮助。今天我们先来了解一下教程的体系和学习计划。HSBC Writing Course-Writing for ResultsChapter 1 Plan your writingChapter 2 Organise your writingChapter 3 Draft and revise your writing to make it completeChapter 4 Revise your writing to m

2、ake it cohesiveChapter 5 Revise your writing to make it clear and conciseChapter 6 Revise your writing to make it courteousChapter 7 Structure difficult lettersChapter 8 Edit your writingIntroductionWelcome to Writing for Results, a course that can help you enhance your English writing skills.HSBC h

3、as designed this course for its staff in the Asia Pacific region. HSBC staff study this course to improve the e-mails, memos, faxes and letters they write at work.If youve never written business documents before, youll find this course extremely useful. Even if youre familiar with business writing,

4、this course can still help you.Writing For Results will help you write in a modern style. By the end of this course youll be able to write business documents that are: better organized, more complete, clearer and more concise, more courteous, more correct.The most important feature of the Writing Pr

5、ocess is its five stages:plan-organize-draft-revise-editGood writers follow the five stages of the Writing Process to-meet their readers expectations-get the results they want.开始写作之前要有个计划，这样在写作的时候才会知道自己要写什么、写作的目的是什么，才能更好的考虑用什么样的写作方式。Chapter 1 PlanObjectives:By the end of this chapter, youll be able

6、to plan your writing. Youll do this by deciding:-why you are writing-how you want your reader to respond-what you want your reader to knowWhy do you plan?What is the value of planning? Think about this.Have you ever sat at your desk not knowing how to begin? Very often, you may find writing difficul

7、t because you start writing right away. In other words, you overlook the importance of planning before you write. Unfortunately, if you fail to plan, you plan to fail. So you need to plan your writing . and then write according to your plan. If you plan well, your writing is more likely to get the r

8、esults you want.How can you plan your writing?Effective writers use 3 strategies.WHY are you writing?WHAT do you want the reader to do?WHAT does the reader need to know?These 3 questions provide a good framework for planning. Lets look at them one by one.Why are you writing?The business world is ful

9、l of busy people. They dont want to waste time reading meaningless letters, memos, faxes and e-mails. They dont want to guess why youre writing to them. Thats why its very important for you to state your purpose for writing very clearly at the beginning.Look at the following letter:20 September 200X

10、Mr Robert Roman13/F 151 Gloucester RdWan ChaiHong KongDear Mr RomanHSBC CREDIT CARD 5411 8001 7633 8766Thank you for your letter dated 18 September 200X.We would advise that the card fee would be automatically billed to your card account annually despite your renewed card is remained uncollected. Ho

11、wever, annual fee can be refunded provided that the card is uncollected within a certain period and is returned to the Card Centre for cancellation.Please therefore pick up your renewed card at your earliest convenience.We are pleased to be of service.Yours sincerelyS TSESimon TseCustomer Service Of

12、ficerCard CentreSimons letter is not as effective as it could be. Its actually quite difficult to identify his purpose. You may have had to guess.Simon probably wanted to do two things:-to ask Mr Roman to collect his credit card and-to explain how the annual fee for credit cards is charged.So, you n

13、eed to identify your purpose for writing. Your readers need to know why you are writing to them. Therefore, you should state your purpose for writing very clearly at the beginning. You can do this by writing a sentence which begins with a set phrase followed by a verb. For example,Im writing to / I

14、would like toexplain / requestWhen you use this method to state your purpose, the verb you choose is very important. Why? Because it helps your reader understand why you are writing.Here are some of the verbs you can use: announce, complain, confirm, explain, inform, notify, propose, request and sug

15、gest.WHAT do you want the reader to do?After you decide why you are writing, you need to determine your readers response.Your readers need to know exactly what you want them to do. Therefore, you should be very specific when determining your readers response. Compare the following two sentences:1. P

16、lease therefore pick up your renewed card at your earliest convenience.2. Please pick up your new card at our Central branch by 31 May.Sentence 2 is more specific than sentence 1.Remember: when you decide what you want your reader to do, you need to be as specific as possible.WHAT does the reader ne

17、ed to know?So far, youve learned how to determine your purpose for writing and your readers response. But how can you determine what your reader needs to know? The answer depends on:-why you are writing and-what you want the reader to do.Look at the letter again:20 September 200XMr Robert Roman13/F

18、151 Gloucester RdWan ChaiHong KongDear Mr RomanHSBC CREDIT CARD 5411 8001 7633 8766Thank you for your letter dated 18 September 200X.We would advise that the card fee would be automatically billed to your card account annually despite your renewed card is remained uncollected. However, annual fee ca

19、n be refunded provided that the card is uncollected within a certain period and is returned to the Card Centre for cancellation.Please therefore pick up your renewed card at your earliest convenience.We are pleased to be of service.Yours sincerelyS TSESimon TseCustomer Service OfficerCard CentreIF S

20、imon-wants to explain the charges (writers purpose)-expects Mr Roman to understand the charges (readers response)THEN Mr Roman needs to know (readers information)-WHAT the charges are-WHY the charges are applied-WHO to talk to if he has questionsIF Simon-wants to ask Mr Roman to collect his credit c

21、ard (writers purpose)-expects Mr Roman to collect his credit card (readers response)THEN Mr Roman needs to know (readers information)-HOW to collect his credit card-WHERE to collect his credit card-WHEN to collect his credit cardHe needs to know WHO? WHAT? WHY? WHERE? WHEN? and HOW? Some professiona

22、l writers call these the five Ws and the one H. You can use the 5WIH questions when you plan the readers information. If you do this, you will ensure that your reader has all the necessary information.SummaryIn this chapter, youve learned the three strategies used in planning. Planning is a key to s

23、uccess in writing. If you fail to plan, you plan to fail.Before you start to write, you have to plan what to write. You then write according to your plan. When you plan, you need to consider the following:-the writers purpose-the readers response-the readers information.In other words, you can help

24、your reader by stating very clearly why you are writing and how you expect your reader to respond. The 5W1H questions (who, what, why, where, when and how) help to ensure you have included all the necessary information.Then, you can provide the information your reader needs to know.Welcome to Chapte

25、r 2.In Chapter 1 you learned how to plan a business letter.In this chapter, youre going to look at the second stage of the Writing Process:Planto Organise.OrganiseThis course is based on the Writing Process, a step-by-step procedure for producing effective correspondence. Therefore, HSBC recommends

26、that you study each chapter of this course in order, beginning with the introductory chapter Getting Started.ObjectivesBy the end of this chapter youll be able to organise your writing.Youll do this by preparing a clear outline arranging the contents to fit the outline. Planning: A Quick ReviewIn Ch

27、apter 1, you learned about the planning stage of the Writing Process.Before you can organise your writing, its important that you have planned. Do you remember the three things you need to plan before beginning to write?StrategiesDescriptionWriters purposeWhy you are writingReaders responseHow you w

28、ant the reader to respondReaders informationWhat you want the reader to know Organising: Why Do ItA well-organised letter, memo, fax or e-mail is easy to read and understand.If you organise the contents of your correspondence well, you are more likely to get the results you want.So, organising is ju

29、st as important as planning.In fact, the second stage of the Writing Process is closely related to the first.In the organising stage, you arrange what youve planned to write. In other words, you make an outline.Organising: How To Do ItHow do you organise what you have planned?Do you need to use a di

30、fferent outline for every letter, memo, fax and e-mail that you write?Not at all! For some special situations, youll need special outlines. Youll look at those in Chapter 7. However, for most of your written correspondence, you can follow a standard outline. Youll learn that outline in this chapter.

31、But before you learn how to organise the contents of your correspondence, you should look at the various types of correspondence you may have to write.下一节我们将继续讲述Organising: Types of Correspondence，不要错过哦！今天我们来继续上次学习的内容：商务写作中的organization。Organising: Types of CorrespondenceHow many types of correspond

32、ence do you need to write?Basically, two:internal correspondence (the messages you write to colleagues)external correspondence (the messages you write to customers).However, when you write to colleagues or customers, you can use a variety of documents.Do you know which types of documents you can use

33、 when you write to colleagues? And which types you can send to customers?For internal correspondence, you can use e-mail, fax and memo. For external correspondence, you can use e-mail, fax and letter.The way you organise the content of most e-mails, faxes, letters and memos is similar. However, the

34、format - or layout - of these documents is different.Can you recognise the formats of the documents you write?Below, you will see samples of four documents. MemoFax Letter E-mailThe way you organise the contents of most documents is similar.Try to discover the basic outline you can use in most of yo

35、ur correspondence.Read through the memo below and try to identify what type of content each of the four paragraphs contains.The HSBC GroupMEMOTo: All StaffDate: 20 July 200XFrom: General ManagerReferenceSubject: Dress CodeAs you know, we have always enforced a strict dress code. We have now revised

36、this code.I would like to inform you of the changes.The code for branch staff and office staff is different. As Im sure you will appreciate, there are no changes for branch staff. All branch staff must wear the correct uniform at all times. On the other hand, if you work in the office, you may wear

37、smart-casual wear. However, on any day that you do meet people from outside the company, please ensure you are dressed in a business-like manner.Please adopt the new dress code from 1 September. If you have any questions, please call Annie Wong on 2344 7765.Answers:Paragraph1: backgroundParagraph2:

38、writers purposeParagraph3: readers informationParagraph4: readers responseNow read through the letter below. Identify the type of content in each of the five paragraphs in the spaces provided.29 May 200X34D Scenic LaneDiscovery BayLantau IslandDear Ms HuiClassic Visa Card: Annual FeeThank you for yo

39、ur letter of 5 November. In the letter, you mentioned that you had sent a cheque to settle your Visa Card Annual Fee.I would like to explain the situation.We have checked our records carefully. Unfortunately, we have not yet received the cheque, although we are normally very efficient when dealing w

40、ith incoming remittances.Therefore, to help us prepare your new Visa Card, we would be grateful if you could settle the payment immediately.We look forward to hearing from you soon.Yours sincerelyLily TamCustomer Service Manager.Answers:Paragraph1: backgroundParagraph2: writers purposeParagraph3: re

41、aders informationParagraph4: readers responseParagraph5: closing marksAs you can see, there is only a small difference in the outlines you use when writing to colleagues and customers.When you write to customers, you include a salutation (Dear.) and a complimentary close (Yours sincerely / faithfull

42、y).When writing to customers, you always add a polite closing remark. You can also add this remark when writing to colleagues.By now, you should be familiar withthe types of correspondence you writethe types of documents you can usethe basic outline you can usually follow.To learn how to organise a

43、letter to a customer, go to the next screen.下一次我们将讲述organising 的SOFAR Strategy，不要错过哦！对商务写作中的 organising 感到头痛吗？下面就教你organising 的 SOFAR 五步法。Organising: SOFAR StrategySo far, so good?Actually, if you remember that expression - SOFAR - itll help you remember how to organise external correspondence.Salut

44、ationDear Mr/Mrs/Ms/Miss.OpeningBackground + PurposeFactsReaders InformationActionReaders ResponseRemarksPolite ClosingYou can also use this outline for memos and internal e-mails. Just leave out the salutation.SALUTATIONThe Salutation begins with Dear.The Salutation should include the readers name

45、(eg, Dear Mr Chan, Dear Ms Lewis). You can use the readers first name (eg, Dear John) if you know them well.If you do not know the readers name, use Dear Sir or Dear Madam.If you do not know if the reader is a man or a woman, use Dear Sir or Madam.OPENING (BACKGROUND)The Opening includes two parts (

46、and usually two paragraphs):the background (referring to previous contact with the reader or introducing a situation)the writers purposeThese provide a logical introduction to your correspondence and help the reader focus on the subject.The background sets the scene by referring to a previous contac

47、t (memo, letter, phone call etc). If youve had no previous contact with the reader, you should briefly describe the situation that you are writing about.EXAMPLES:Previous contact: Thank you for your call this morning.A situation: Our annual staff party is coming soon!An attention-grabbing statement

48、or question: Have you heardabout.? Our Department Open Day is coming soon!Some opening sentences are better than others.Read through the sentences in the table below. Decide which sentence of each pair (in Column A and Column B) is better.Column AColumn BWith reference to your correspondence of 21 A

49、ugust.Thank you for your letter of 21 August.Further to our conversation earlier today.Thank you for your call today about.Regarding your request for credit approval.I have just received your request for credit approval.If you chose the sentences in Column B, youve chosen the better ones.Why?Sentenc

50、es that begin with prepositions (eg, with, in, further, for, following, regarding) are difficult to write correctly. They are also quite long and therefore more difficult for your reader to understand.So, keep your writing simple by writing shorter, more direct sentences.OPENING (WRITERS PURPOSE)In

51、the second part of the opening you state the writers purpose.Youve already learned (in Chapter 1) that there can be many purposes for writing.Two of the most common reasons are:to inform someone about somethingto request someone to do something.Look at the memo from the General Manager again. Which

52、sentence states the managers purpose for writing?The HSBC GroupMEMOTo: All StaffDate: 20 July 200XFrom: General ManagerReferenceSubject: Dress CodeAs you know, we have always enforced a strict dress code. We have now revised this code.I would like to inform you of the changes.The code for branch sta

53、ff and office staff is different. As Im sure you will appreciate, there are no changes for branch staff. All branch staff must wear the correct uniform at all times. On the other hand, if you work in the office, you may wear smart-casual wear. However, on any day that you do meet people from outside

54、 the company, please ensure you are dressed in a business-like manner.Please adopt the new dress code from 1 September. If you have any questions, please call Annie Wong on 2344 7765.Answer: I would like to inform you of the changes.To practise writing openings, do the exercise below.Read the two si

55、tuations below and write an appropriate opening for each of them.Situation 1: You are replying to a customer who called this morning asking for details about opening a new account.Situation 2: You are replying to a customers letter that you received yesterday. He would like to know why delivery of h

56、is order is late.Suggested answers:Situation 1:Thank you for calling this morning asking about how to open a new account.I am delighted to give you the details about opening a Premier account.Situation 2:Thank you for your letter of 28 April about the delivery of your order.I apologise for the delay

57、 and would like to explain what has happened.FACTSIn the Opening, you provide your reader with background information and state your purpose.In the next part of the letter - Facts - you provide all the information your reader needs so that they canunderstand your purpose completelyrespond appropriat

58、ely.Remember, though - only one main idea per paragraph! If you have a lot of information for the reader, write several paragraphs in this section.ACTIONAfter reading the information you have provided in the Facts section, your reader should be able to respond.In the next section - Action - you shou

59、ld tell your readerhow to respond (what they need to do)when to respond (by what date/time).For example, if you are writing to invite someone to lunch, what do you want your reader to do? Come to lunch, right? It may seem obvious to you, but you need to make it obvious to your reader, too. That will

60、 get the result you want.Example:Writers Purpose:Id like to invite you to lunch next Thursday.Readers Response:Please call by Tuesday and let me know if you can come.What you want your reader to do often depends on why you are writing.Writers purposeReaders responseInvitePlease let me know if you wi

61、ll be able to join us.ConfirmIf we need to make any changes to the schedule, please let me know before Friday.InformPlease adopt the new dress code from 1 September.RequestPlease send your bid to us by 15 March.ComplainPlease deliver the delayed shipment within three days. REMARKSWhen writing to cus

62、tomers, you want to end politely and positively. You often can do this with just one sentence.But be careful! Try to make your writing sound natural - as if you were speaking to the reader face-to-face.Have you ever written sentences like these? Would you actually say them to someone in person?If you have any queries, please do not hesitate to contact me.Assuring you of our best attention at all times.Thanking you in anticipation.Think about a more natural way to close a letter, memo, fax or e-mail.Examples:I look forward to hearing from you.I look forward t