骤 Arbitration Litigation/court proceedings Step 3. Sample letter 32 study Fast reading: get the main idea of this letter and try to answer the questions. 1. What commodity does the buyer order? 2. What‘s wrong with the goods delivered? 3. What action needs to be taken next. Careful reading: Deal with any key words and sentences and figure out the way of writing: 1）Identify existing problem 2) Describe reasons leading to problems 3) Lodge a claim 4) Ask for prompt settlement Step 4 Terms and expressions Let the students read all the terms and expressions and get to know how many they have mastered: 1.dispute 争议 2. complaint 投诉，抱怨 3. claim 索赔 4. settlement of claim 理赔 5. claim rejected 拒赔6. discrepancy and claim clause 异议与索赔条款 7.arbitration仲裁 Step 5 Doing some exercises Fill in the blanks in the passage with the words or expressions from the list Complete a letter from an export manager to a claim manager of exercise 2 on page 150 The third-fourth teaching periods Step 1 Revision Review the last letter by doing some translations. 我方不得不把这批货退给你们。 我们相信，你们会把所退回的莱尔线长袜发票金额，包括偿付退还货费1060美圆，货记我方帐户。 Step 2 Leading In A brief introduction of the letter Mr.Edward, Sales manage of wongsheng &Co,. writes a letter of explanation and apology and assures Ageis Trading company of an immediate delivery of the right goods. Step 3 Learn Letters33-34 Fast reading: try to find out the main ideas of the letter orally.
Questions: 1.What was the previous letter complaining about/ 2. What was the cause of the mistake according to the writer? 3. Who is responsible for the wrong dispatch? 4. What is the compensation? Careful reading: Under the guidance of the teacher, the students try to figure out the way of writing. 1) Acknowledge receipt of correspondence. 2) Express appreciation for the thoughtfulness in writing. 3) Express regret for the occurrence 4) Explain what makes the mistake 5) Take action to satisfied the customers demand. 6) Express regret again. Step 4 Key words and expressions 1) be satisfied with sb./sth 对某人/某时满意 2) We closely compared the sample you returned with our reference Sample. 我们把你方退回的样品同我方参考样品做了详细的比较。 3) prior to. 在………之前 4) in good order 情况良好。 5) Without prejudice to our defense 不损害我们的利益。 Step 5 Activities 1.Vocabulary review 2. Choose the suitable English terms or expressions in a letter of apology from different columns and match them with expressions in Chinese. 3. Writing practice: Draft a reply to the complaint made by a company with the information below. Page 155 Step 5 Homework 1. Review the letter and try to recite it. 2. Remember all the words and expressions just learnt 3. Do Exercises 2 and 3 on Page 154 The Fifth Teaching period Step 1 Revision Review the last letter by doing some translations.
我方很遗憾的得知贵方不满意定单号码为432号得货物。 我方已比较了贵方退回的样品及参考样品。 我方商品检验检疫局已证实两种质量略有不同。 我方不得不认为贵方的投诉带着退货的目的。 Step 2 Leading In A brief introduction of the letter Glen Turner ,an English importer writes to John Li, explaining that his 50 cartons of woolen carpets were soiled due to improper packing. He asks for a 15% allowance on the invoice value. The claim is rejected. Step 3 Learn Letter35（ Rejecting the claim） 1.Under the guidance of the teacher, the students learn the words and expressions listed in the notes 2. The students read the letter and try to find out the main ideas of the letter orally. Questions: 1) What was the previous letter complaining about/ 2) What was the cause of the mistake according to the writer? 3) Who is the responsible for the damage? 4) What is the writer‘s advice? 3. Under the guidance of the teacher, the students go through the new words, expressions and the sentences in it. 1) due to由于 2) grand you a 15% allowance on the invoice value of the order. 按订货的发票金额给你们15%的折扣。 3) We took your case seriously and have looked into the matter in detail. 我方认真考虑了你方的情况，并已作了详细的调查。 4) clean B/L 清洁提单 5) We would advise you to claim on the shipping company who should be held responsible. 我方建议你方向船运公司提出索赔，他们应该负责。 6）the damage must have occurred through careless handling in transit. 一定是在运输途中搬运不当造成的损害。 7）take the case up with the shipping company. 将此事提交船运公司处理。 Step 4 Writing principles 1) Acknowledge the receipt of correspondence. 2) express regret for the occurrence. 3) Take positive action 4) Emphasize the advantages of service 5) Explain reasons leading to problem.
6) state the decision. 7) suggest what can be done. 8) Show goodwill. Step 5 Activities 1.Vocabulary review 2. Choose the suitable expression for each blank. 3) Complete the following sentences. 4. Writing practice: Draft a letter of settling a claim to a businessman in New Zealand. Page 163 Step 6 Summary and Homework Today we have learned something about Claims and Settlement. Once a complaint or claim is lodged, careful settlement is vital. If the mistake is not serious, friendly negotiation between the parties involved would solve the dispute. 1. Review the letter and try to recite it. 2. Remember all the words and expressions just learnt 3. Do Exercise 3 on Page 163 课外作业及要求 后记 内容 （标题） Exercises ⅠⅡ, On P.163. The teacher should give more chances to the students to read the sample letters until they master them UNIT ELEVEN ELECTRONIC BUSINESS COMMUNICATIONS 课 时 2 教学 目的 与要 求 重点 难点 及其 处理 教学方法
In this lesson, we will introduce to the students the Basic Form of E-means; the good, bad and ugly of e-means in international business and How to make e-means work for you? 1. The structure of the letter 2. Translation 3. Writing practice Situational lead-in; discussion in pairs; oral and written practice Step1. Lead-in activities The first impression a customer receives is influenced by three things:
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