English for Business Communication

English for Business Communication

DLVTC XU MEIRONG

Xu Meirong from Department of Int’l Business Communic

ation of

Dalian Vocational & Technical Collage

English for Business Communication

Third Edition

Learning ObjectivesLearning Objectives

1. Be able to write letters of complaints2. Be able to write letters of settling complaints3. Be able to write letters of claims4. Be able to write letters of settling claims

Make Complaints Settle Complaints Make Claims Four Ways of Settling claims Declining claims

Main & Difficult Points

Key Words & ExpressionsKey Words & Expressions

complain complaint claim damage incur suffer survey report CIB CIQ dispute compensate compensation inspect inspection


⊙ identifying the reference of the lettera. We duly received the documents and took deliver

y of the goods on arrival of S.S. Peace at Dalian.b. We thank you for your prompt execution of the o

rder.c. With reference to the arrival of the captioned goo

ds ex. s.s. Flying Fish. d. We learn from your letter of 12 this month that t

wo cases of the goods under Order No.123 arrived in an unsatisfactory condition.


⊙stating the problems and giving the evidence, if anya. 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.

Key Words & ExpressionsKey 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%.

Key Words & ExpressionsKey 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.

Task 1Task 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?

Specimen Letters for Analysis Specimen Letters for Analysis (1-1)(1-1)

Language PointsLanguage 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。


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 f

or something claim on / against somebody

向…提出索赔 lodge a claim against somebody for short-weight on so

mething

因货物短重而向…提出索赔


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


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

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



1)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.

2)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.

Your turn


3) The evidence you have provided is inadequate, therefore, we cannot consider your claim as requested.

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。

4)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。

As regards inferior quality of your goods, we claim a compensation of $15,000.

5)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.


4. presume v. 认定，假想，猜测

5. at your disposal 由你处置，由你处理

Chinese version of LetterChinese version of Letter 1-11-1

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，

Writing Steps for referenceWriting Steps for reference

1. identifying the reference of the letter

2. investigating the matter and stating your solution or suggestion

3. making apologies


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。


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


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.

Your turn


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

Chinese version of LetterChinese version of Letter 1-1- 22

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，

Task 2Task 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?

Writing Steps for referenceWriting Steps for reference

1.identifying the reference of the letter 2. stating the problems and giving the

evidence3.making claims 4.expressing your expectation

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

We will do all we can do ro make up the economic losses.

1)我们将全力弥补经济损失。

You’re requested to make up the boxes short-delivered.

2)请你方补齐短装的几箱货。

Chinese version of LetterChinese version of Letter 2-2- 11

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，

1. account for ph. 解释；说明…的原因

1)他不能解释旷课的原因。

He could not account for his absence from school.

2)我们无法解释延迟装运的原因。

We cannot account for the delay in shipment.


Chinese version of Letter 2-2Chinese 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，

Specimen Letters for Self-StudySpecimen Letters for Self-Study

Letter 3

Language PointsLanguage Points1. per prep. 由…装运走 ( 从出口商的角度上是“运走” )

1) 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。

We have received the shipment of 100 tons of wool ex S.S“Rose”.

2)我们已收到了由玫瑰轮运来的 100吨羊毛。

ex. prep. 由…装运来 ( 从进口商的角度 )


2. 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

discharge one’s debt 清偿债务 discharge receipt 卸货收据 port of discharge 卸货港


1)他们在纽约港卸的货。

They discharged the cargo at New York.

Your turn


2)烟雾从烟囱排除。

The chimney discharges smoke.

3) The boss discharged him because of habitual absenteeism.

4)法官认为他无罪而释放了他。

因为他习惯性旷工，老板解雇了他。

The judge found him not guilty and discharged him.


3. 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


1)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.

2)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.

3)本次订货的佣金少算了。

Our commission on this order is short-calculated.


4) 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。

5)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.


4. Inspection Certificate n. 检验证明

Survey Report 检验报告

5. Statement of Claim 索赔清单

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

6. settlement n. 解决；清偿

settle v. 解决；清偿

Chinese version of Letter 3Chinese 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，


Letter 4

1. at the time of loading 装货时

Language Points

load v. 装货unload v. 卸货

port of loading = port of shipment 装货港

loading rate 装运效率

port of unloading = port of discharging 卸货港


2. up to standard 符合标准

3. negligence n. 疏忽，粗心大意

4. Dalian Commodity Inspection Bureau 大连商品检验局

China Commodity Inspection Bureau 中国商品检验局


5. tender v. 提供

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.

6. in full and final （作为）最终全部地

Your turn


8. 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.

7. 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

Chinese version of Letter 4Chinese version of Letter 4

执事先生：关于第 AB0109 号合同项下的大米

你方三月二十二日来函及附件收悉。信中对“蓝天轮”所运大米的重量短少和质量低劣提出了索赔。经认真调查，我们发现大米在装船时经过一定的过磅，质量也合乎标准。我们实在无法解释你方抱怨的原因。然而，鉴于大米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，我方随函附上第 12345 号支票一纸，金额计 2,900.91美元，作为全部、最终了结你方的 DL01 号和 DL02 号两项索赔。对此事给你方带来的麻烦，我们深表歉意，并向你方保证，我们将采取一切措施，避免在今后的交易中再发生类似事件。

谨呈，


Letter 5


1. insufficient packing 有缺陷的包装

improper packing

faulty packing

poor packing

包装不良

2. rough handling 野蛮装卸，粗鲁搬运

Chinese version of LetterChinese version of Letter 55

执事先生：事由：我方第 123 号订单

欣然收到了装运单据，并在“王子”号轮船抵达安特卫普时提取了货物。对你方迅速执行该订单，深表谢意。然而，我们遗憾地告知你方除了第 8 号箱有问题外，一切似乎都是正确完好的。我们发现第 8 号箱子破裂，里面的几十个杯子受损严重。箱子和货物已经都由保险检查员检验。但是，正如你方可从随函所附的检验报告副本中看出，保险检查员主张破损是由于包装不良所导致，而不是由于对箱子的不当粗鲁搬运所导致的。因此，我方不得不就我方所遭受的 3000 美元损失而向你方提出索赔。期待你方对此事的早日答复。

谨呈，附件：如信中所述


Letter 6


1. inspection 检验 inspect v.

CIB= Commodity Inspection Bureau

CIQ= China Exit & Entry Inspection & Quarantine Bureau

Chinese version of Letter 6Chinese version of Letter 6执事先生：感谢你方 5月 20日来函，高兴得知货物及时交付，但非常遗憾地从来函中获悉 8 号箱子破裂导致其内的几个杯子破碎。如你方所知，我们这种杯子销往海外市场已有多年的历史了，而且客户对我商品的包装也非常满意。所有出口货物在装运前都由我运输部门严格检验，每一个包装都经过仔细检查的。上述货物在装船时状况良好，每只箱子清楚注明“轻拿轻放”、“易碎品”以及其它必要的小心标志。清洁提单可以说明这一点。经过对事件的认真调查，我们推测货物的受损一定是由运输途中或卸货时的野蛮搬运所致。因此，你方的索赔应向船运公司或保险公司提出。

谨呈，

IntakeIntake

I. Translate the following phrases:

IntakeIntake

短重

Short-weight

提出索赔

lodge a claim

投诉

complaint

IntakeIntake

检验报告

Survey report

理赔

settlement of claims

商检局

Commodity Inspection Bureau

IntakeIntake

由某人处置（理）

at one’s disposal

拒绝索赔

Decline / refuse claims

同意索赔

accept claims

中国商品检验检疫局

China Exit & Entry Inspection & Quarantine Bureau

II. Multiple Choice:

1. The goods under Contract No.12345 left here .

2. We have lodged a claim ABC & Co. the quality of the goods shipped m. v. “Peace”.

A . in a good condition B . in good condition

C . in good conditions D . in the good condition

A . against, for, by B . with, for, under

C . on, against, as per D . to, for, per

3. As the goods are ready for shipment, we your L/C to be opened immediately.

A . hope B . anticipate

C . await D . expect

B

A AA

D

IntakeIntake

4. As arranged, we have effected insurance the goods 110% of the invoice value all risks.

6. It is important that your client the relevant L/C not later than April 12,1999.

A . of, at, with B . for, in, against

C . on, for against D . to, at, over

5. The goods shipped already if your L/C had arrived by the end of December last.

A . would be B . must have been

C . had been D . would have been

A . must open B . has to open

C . open D . opens

C CC

D

C

IntakeIntake

7. The buyer suggested that the packing of this article improved.

A . be B . was to be

C . would be D . had to be

A . would be able B . should have

C . had been able D . should have been able

9. Your claim for the damage is to be with the insurance company.

A . met B . filed

C . satisfied D . compensated

8. If we had a sample in hand, we to negotiate business with our end-users now.

A

A

B

IntakeIntake

10. Will you please let us know details of any lines of goods which you think are for your market.

A . interesting B . suitable

C . proper D . desirable

A . communication B . discount

C . reference D . claim

12. your needs, please write to us with your specific inquires.

A . Should these new products suit

B . Had these new products suited

C . If these new products would suit

D . If these new products were to suit

11. They made a on us for the damage.

B

D

A

IntakeIntake

IntakeIntake

III． Translate the following into English:

1.顾客对你方所供应的收音机质量提出抱怨。

1. Clients lodged a claim against you on the radios supplied by you for poor quality.

2. 检查后，我们发现这批货物与原来的样品不一样。

2. After examination, we found the goods are different from the samples.

3. 我们不得不要求你方如数赔偿上述金额。

3. We have to make a claim against you to fully compensate for the amount mentioned above.

IntakeIntake

4. 根据商检局检验报告，我们现向你方就这批货物的质量提出索赔。

4. According to the Inspection Report, we are now lodging a claim against you for the quality of the goods .

5. 我们对上批船货的全部损失向你方提出 1000 美元的索赔。

5. We lodge a claim against you for the total loss of last shipment for $1,000.

Output

Situational TrainingSituational TrainingSuppose you, China National Garments I

mp. & Exp. Corporation Dalian Branch ,have succeeded in pushing the sales of your men’s shirts with New York Trading Co. Ltd on CIF basis. But after your execution of the S/C, the buyer makes a complaint about quality of the shirts you delivered not up to the samples. What will you do with the letter?

OutputDear Sirs,

We were surprised to note from your letter of May 18 that the quality of our men’s shirts was found not up to the sample.

Our shirts have been exported for many years. So far we have not had any complaint of this kind. As you know, our shirts are subject to very strict exam by our commodity inspection bureau before loading and are found to be of standard quality, and enjoy a good reputation on international markets. The goods in question are the same, the Certificate of Quality and Clean B/L will prove that.

Therefore, in our opinion, without sufficient evidence to support, your complaint is untenable.

We trust everything is clear to you now.

Yours faithfully,

English for Business Communication

Documents

Transcript of English for Business Communication