教学课件 商务英语函电第二版--李蕾.ppt

Part One: Teaching Aims Requirements 1. Help students to learn and master key words, phrases and sentence patterns about complaints and adjustment. 2. Help students to learn some additional sentence patterns about compliants and adjustment. 3. Help students to grasp the ways of writing complaints and replies to complaints. Part Two: Background Knowledge In international business, claims do not happen in every transaction but often occur. Sometimes when the loss is not serious, the party suffering the loss may not lodge a claim for compensation. Instead, he writes a complaint to call the other party’s attention to avoiding this matter happening again. I. The types of complaints 1.The genuine complaint, which arises from one of the following situations: 1). The wrong goods may have been sent. 2). The quality may not be satisfactory. 3). The goods may have been delivered damaged or late. 4). The prices charged may be excessive, or not as agreed. 2.The market complaint, which arises from some complaints that are not based on real reasonable causes but from evil intentions. 1). The buyer finds fault with the goods as an excuse to escape from their contract obligations. 2). The buyer doesn’t want the goods any longer because he has found that he can get them at cheaper prices or because the market condition of these goods is declining at his end. Ⅱ. Tips for writing a complaint letter 1. When we write a complaint or claim, the following steps must be observed: 1). Telling the facts which caused the complaint. 2). Citing the facts reasonably, not being swayed by emotions. 3). The description of facts should be concrete, such as quoting the file number, the date of delivery, the goods concerned etc. 4). Analyzing any possible impacts. 5). Suggesting a way to settle the issue. 6). Hoping for an early solution of the problem. 2. When we write a reply to the complaint or claim, follow the under-mentioned guidelines: 1). Confirming receipt of the complaint or