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1、1TheGeneralPrinciples of BusinessWritingChapter12ObjectivesIdentifyandunderstandthesevenCs’principleofbusinesscommunication.GrasptheguidelinesforthesevenCs.213ThesevenCs’principleThe“sevenCs”arethegeneralprinciplesofbusinessletterwriting.claritycourtesycorrectnesscompletenessconci
2、senessconsiderationconcretenessThesevenCs441.Completeness完整性Completenessmeansyourmessagecontainsallfactsthereceiverneedsforthereactionyoudesire.GuidelinesforCompleteness:完整性指南Provideallnecessaryinformation.提供所有必须的信息Answerallquestionsasked.回答所有问及的问题Givesomethingextrawhendesirable.提
3、供必要的额外信息51.Completeness完整性Provideallnecessaryinformation.提供所有必须的信息OnewaytohelpmakeyourmessagecompleteistoanswerthefiveWquestions—who,what,when,where,why.(Seethee.g.nextpage)61.Completeness完整性Example:IncompleteinquiryWeneedtobuyaslittingline(纵剪机组).Pleasesendmeyourquotationassoonasp
4、ossible.Question:Ifyouareasupplerofsuchequipment,areyougoingtosendaquotionbasedontheaboveinformation??71.Completeness完整性AnswerAllQuestionsAsked回答所有问及的问题Wheneveryoureplytoaninquiry,trytoanswerallquestions,includingexplicitlystatedandalsoimpliedquestions.(Seethee.g.nextpage)81.Compl
5、eteness完整性Forexample:Asoftwaredistributor,whenreplyingtoadealer’sletter,answeredonlyfourofsevenquestions.Becausetheoriginalquestionswereunnumberedandsomewhatburiedinfivelongparagraphs,therespondentapparentlyoverlookedordisregardedthreeoftheseven.Thereply,incompleteandunfriendly,ca
6、usedthedistributortolosethebusinessandgoodwillofapotentialcustomer.91.Completeness完整性GiveSomethingExtraWhenDesirable提供必要的额外信息Sometimesyoumustdomorethananswerthecustomers’specificquestions.Theymaynotknowwhattheyneed,ortheirquestionsmaybeinadequate.Sothewords“whendesirable”,intheabo
7、veheadingarenecessary.(Seethee.g.nextpage)101.Completeness完整性Forexample:"PleasefaxmeinreturnthedeparturesfromSingaporetoHongKongonthe8th.“Inrespondingtotheaboveyouwouldhaveto“givesomethingextra”astotimesofday,airlinesflyingthatroute,costs,anddepartureandarrivaltimes.11112.Concisen
8、ess简明性Concisenessissayingwhatyouh
