HSBCEnglishwrite.doc

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 Results“ Chapter 1 Plan your writingChapter 2 Organise your writingChapter 3 Draft and revise your writing to make it completeChapter 4 Revise your writin

2、g to make 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 writing Introduction Welcome to “Writing for Results“, a course that can help you enhance your English writing ski

3、lls. HSBC has 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 busines

4、s writing, 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

5、 the Writing Process is its five stages: plan-organize-draft-revise-edit Good 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 Plan Objectives:By the end of this chap

6、ter, youll be able 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 fi

7、nd writing difficult 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 mor

8、e likely to get the results 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

9、 business world is full 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 l

10、etter:20 September 200XMr Robert Roman13/F 151 Gloucester RdWan ChaiHong KongDear Mr RomanHSBC CREDIT CARD 5411 8001 7633 8766 Thank 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

11、remained uncollected. However, 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 sincerely S TSE

12、Simon Tse Customer Service OfficerCard Centre Simons 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 cre

13、dit cards is charged. So, you need 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.

14、 For example, Im writing to / I 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,

15、notify, propose, request and suggest.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

16、the following two sentences:1. Please 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

17、possible.WHAT does the reader need 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 Se

18、ptember 200XMr Robert Roman13/F 151 Gloucester RdWan ChaiHong KongDear Mr RomanHSBC CREDIT CARD 5411 8001 7633 8766 Thank 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 un

19、collected. However, 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 sincerely S TSE Simon Tse C

20、ustomer Service OfficerCard Centre IF Simon -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 questions IF Simon-wan

21、ts to ask Mr Roman to collect his credit card (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 card He needs to know WHO? WHAT?

22、WHY? WHERE? WHEN? and HOW? Some professional 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 strate

23、gies used in planning. Planning is a key to success 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 re

24、aders information. In other words, you can help 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 inform

25、ation your reader needs to know.Welcome to Chapter 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: Plan to Organise.OrganiseThis course is based on the Writing Process, a step-by-step procedure for producing

26、effective correspondence. Therefore, HSBC recommends 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 c

27、ontents to fit the outline.Planning: A Quick ReviewIn Chapter 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?Strategies Description

28、Writers purpose Why you are writing Readers response How you want the reader to respond Readers information What 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

29、 are more likely to get the results you want.So, organising is just 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 I

30、tHow do you organise what you have planned? Do you need to use a different 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 f

31、ollow a standard outline. Youll learn that outline in this chapter.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.Organising: Types of CorrespondenceHow many types of correspondence do you need to

32、 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 when you write to

33、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 format - or layout

34、 - of these documents is different. Can you recognise the formats of the documents you write?Below, you will see samples of four documents.MemoFaxLetterE-mailThe way you organise the contents of most documents is similar. Try to discover the basic outline you can use in most of your correspondence.R

35、ead through the memo below and try to identify what type of content each of the four paragraphs contains.The HSBC Group MEMOTo: All Staff Date: 20 July 200XFrom: General Manager ReferenceSubject: Dress Code As you know, we have always enforced a strict dress code. We have now revised this code. I wo

36、uld 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 smart-casual w

37、ear. 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: writers purpo

38、seParagraph3: readers information Paragraph4: readers response Now read through the letter below. Identify the type of content in each of the five paragraphs in the spaces provided.29 May 200X 34D Scenic LaneDiscovery BayLantau IslandDear Ms HuiClassic Visa Card: Annual FeeThank you for your letter

39、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 with 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.