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Dear Sir or Madam，
I am writing to expressair regarding acmodation。 I would prefer to move into a single room next semester， as I find the present sharing arrangement inconvenient。
I must explain that the reason for my dissatisfaction is my roommate‘s inconsiderate behavior。 For one thing， his friends are constantly visiting him; for another， he regularly holds noisy parties。
To solve this problemsurmount this difficultyimprove this situationcrack this hard nut， I hope to draw the attention of the authorities concerned。 I am sure you will aGREe that the only solution for me is to move into a room of my own。 Therefore， I would be grateful if you could find a single room for me， preferably not in the same building but as near to the college campus as possible。
Yours sincerely，
Li Ming
翻译：
亲爱的先生或女士，
我写信是为了表达对住宿的不满失望担忧。下个学期我宁愿搬进一间单人房，因为我觉得此刻的分享安排不方便。
我必须说明，我不满的原因是我的室友不顾他人的行为。一方面，他的朋友们不断地拜访他;另一方面，他经常举办喧闹的聚会。
为了解决这个问题克服这个困难改善这种情景破解这个难题，我期望引起有关当局的注意。我相信你会同意，我唯一的解决办法是搬到一个我自我的房间里。所以，我将不胜感激，如果你能为我找到一个单一的房间，最好不要在同一栋建筑，但尽可能靠近大学学校。
谨上，
Sunny Company
34 Zhongcheng Road
Jinlian Building
Shanghai
September 12， 2001
Sales manager
Elegance Clothing Company
45 West Street， Nanjing
Jiangsu Province
Dear Mr。 Chang:
On September 10， our order for 280 womens cotton sweaters was duly received， but we regret to say that 40 cotton sweaters in white color were seriously soiled。
We had the case investigated immediately， and the result shows the damage was due to improper packing， for which the suppliers are definitely responsible。
Needless to say， we have suffered a great loss from this， as we cannot sell the sweaters in this condition to our customers。 We ask you to conduct investigation at your end and reply to us。
Sincerely yours，
Sunny Lee
Manager
Dear Sir，
I am writing to let you know the deplorable attitude of one of your staff member. I received my telephone bill for the previous month from you and thought there were some errors in calculation: I had been overcharged for two overseas calls.
However， when I called your Complaints Department， the girl who answered my phone was very rude. For one thing she interrupted me continually， for another she even said that the fault was my own. Needless to say， such a way of dealing with customers is unacceptable.
I would like to suggest that the girl in question should be disciplined， and instructed on the proper way to deal with clients. And I hope she can make formal apology to me.
An early response will be appreciated.
Donna
Dear Editor,
I am writing this letter to reflect some problems I came across recently and. appeal to the improvement of the service industry.
This weekend I bought an English-Chinese dictionary in a bookstore near my home since its cover is elaborately designed. But when I went home and read carefully, I found that the several pages of the dictionary have been cracked and befouled. What is worse, the misprints spread everywhere in the dictionary and seriously affect my comprehension. Since there was such damage and misprint to the dictionary, I went to the bookstore to require for a replace. But to my surprise, the staff of the bookstore turn down my request rudely and even denied the poor quality of the dictionary.
It goes without saying that today's face-paced and market-oriented economy calls for much higher standard for service industry. However, to my regret, many of the commercials fail to achieve this standard and the quality of the staff needs to be improved. It's self-evident that the poor quality of practitioners in the service industry will not only deeply disappoint customers but also hamper the development of our country's economy. As a result, I expect your newspaper to appeal to the service industry to attach more importance to the service improvement.
Thank you for your attention!
Sincerely yours,
Sam
Dear Sir:
My name is Raymond, I am writing to tell you something about your restaurant questions.
Last Saturday, I was going to your restaurant with my friends. We are very hungry, but when we order, your restaurant waiter But ignore our. So my friend was very angry. Besides, when the waiter come on .my friend ask her why ignore our, she is very aggressive for us and say you don’t see me I am very busy. So I do hope you can give your restaurant waiter have training about etiquette.
Thank you for your time and kind consideration.
Sincerely yours
Raymond
[英语作文--投诉信]
With reference to our order No。 W98， the 120 puter sets supplies to the above order were delivered the day before yesterday， but we regret that 20 sets were badly damaged。
The packages containing the puter sets appeared to be in good condition and we accepted and signed for them without question。 We unpacked the puter sets with care and can only assume that damage must be due to careless handling at some stage prior to packing。
We shall be glad if you will replace all 20 sets as soon as possible。 Meanwhile， we have put the damaged puter sets aside in case you need them to support a claim on your suppliers for pensation。
商务英语信是商务信息的载体，以正式风格写成，广泛应用于国际业务，是进行外贸，国际业务的工具。适当的商务英语信件不仅可以促进交易，而且还可以改变或加强合作并维持双方的贸易关系。在理解不同国家不同文化和习俗的前提下，巧妙运用合作原则和礼貌原则，可以避免国际商务活动中不必要的损失。因此，了解和掌握写商务英语信函的方法和技能对交易者非常重要。
一、商务英语简介
随着市场经济的趋势和全球化的深入，中国的对外贸易和经济合作越来越频繁，商务英语的使用也在不断增长。商务英语是一种在商业环境中使用的英语，它是用于特定目的的英语。一方面，商务英语有一个明确的目的，它适用于一些特定领域。另一方面，它具有特殊的内容，并且涉及与特定领域相关的专门内容。商务英语的内容具有强烈的针对性，它的目的是具体的事情，细节，节目和场合，它只涉及一些相关人员。林天虎认为商务英语的理论背景至少应包括应用语言社会语言学，语用学，人力资源管理，跨文化交际和英语教学方法的理论（林天虎，2004）。商务英语的内容涉及外贸业务的所有方面，如商务关系建立，查询，提供，接受，付款，装运，保险，投诉，索赔，售后服务，等。孙正伟认为，商务英语不仅取决于基本的英语语法，结构和词汇，而且在一个独特的语言现象本身和特征内容（孙正伟，2010）。秦莫还指出，商务英语是一个综合应用研究，它是基于语言学理论，吸收了其他科学研究的精华。
二、商务英语信函简介
商务英语信函采用英语作为语言，以写作为表达手段，并将商业活动作为书写内容。商务英语信函的目的是实现商业活动的目标，它是国际商务活动过程的重要组成部分。商务英语信函是商业信息的载体，与公司的经济效益有关。李爽说：“广义来说，商务信函的功能可以说是：1.要求或传达信息；2.作出或接受要约；3.处理谈判事项此外，除了提醒接收人发送人的存在之外没有其他目的“，体面商务英语信函可以促进交易和扩大对外贸易，同时可以改变和加强双边贸易关系，促进进一步合作和交流。徐南指出：“大多数商业信函有七个标准部分，分别是信头，参考和日期，内部地址，称呼，正文，免费关闭和签名；在适当的时候，可以包括以下任何可选部分：注意线，主题行，文件或帐号，封套，副本符号，邮寄符号后记。
根据不同学者的研究，商务英语信函的分类可以从许多不同的角度进行研究。
（1）根据信的内容进行分类。以下是最常用的：请求信，回信请求，索赔和调整信，信用和收款信，销售信，雇佣信和社会商务信件等。
（2）也根据给出的信息的性质进行分类。斯图尔特在对读者需求的影响方面总结了四种不同的信息：好消息，中性新闻，坏消息和说服信。因此，通常有三大类商务信函，即常规信函（载有好消息和中立新，如要求，答复和获得好意信件的信件）；负面新闻信（带有坏消息的信件，如拒绝，投诉信）和说服性的信件（带有说服性意图的信件，如说服和销售信件）。
（3）根据业务流程中的各种功能分类。商务信件通常用于商业活动的每个方面。有“商业关系基础信件”，商业查询信件，报价单，谈判信，订购信，确认订单，付款信，发货和保险信，确认收货信，索赔信和调整字母等
（4）根据业务目标分类。李传武将商业信函分为七类：“建立业务关系的信件，信件和报价信，订单信，投诉信，求偿信和申请函。
在国际贸易中，公司需要找到多样化的货物供应，并在不同地方开放市场，有必要与其他企业建立贸易关系。他们如何建立关系？关系可以通过广告，展览会，访问，推荐来实现。此外，企业可以使用商务英语信函直接建立贸易关系。然而，在现实世界中，不同的企业在不同的地方，不同的省份，甚至在不同的国家。通过使用商务英语信函建立贸易关系可能是最方便和最具成本效益的。这是企业开展业务的第一步；也是，这是非常重要的一步。
三、商务英语信函的文体特征
我们经常在学习商务英语的过程中对一些模糊的词语感到困惑，有时因为一些词语在商务英语中有其特殊的含义，有时是因为我们缺乏商务英语的背景知识。然而，在日常生活和商务英语中，有些词语可能意义不同礼貌是商务英语信函的重要特征。友好的语气和文字在促进双方贸易之间的情感交流和实现信件达成的目标方面发挥了重要作用。粗鲁和钝的表达对于建立贸易关系和保持长期合作极为不利，作家应努力在写作过程中避免它。此外亲密和适当的语调可以使读者感觉温暖，然后产生兴趣阅读信。即使写索赔信和信件拖欠，最好使用委婉语调来表示礼貌。因此，在写商业信件时，我们应该学会使用委婉语调来表示他人的失败。也为迅速答复信是一种礼貌，让客户等待答复是粗鲁的。礼貌可以带来友谊，相互信任和互助。此外，礼貌使读者在阅读信件后感觉良好。
当你确定你想在信中表达什么时，你应该使用最简单的语句来描述它们，并尽量避免使用一些具有不同意义或不确定意义的术语。同时，你必须注意句子的结构安排，使用一些必要的连词或短语使句子连贯，句子模式应该简单直接。商务信函强调简洁清晰。
在正常情况下，一个段落专注于一个主题。在实际工作中，通常会看到模糊的说法会导致经济争端，示例如下：
1.我们每月补充我们的股票。
2.我们补充我们的股票半月。
Dear boss,
Thank you for reading my letter.
Last Sunday is my classmate Mary's went to your restaurant so as to celebrated Mary's your restaurant was not good than I couldn't tolerate that restaurant at service was really bad and the food was most unbearable was the hygiene of the restaurant was horrible,we felt very disgusting.
We complained about the food ,the hygiene and the the service to the his attitude was very pride and he ignored was really provoking!Finally ,the waiter drove us dare he was!
All of us were very am doubt that whether I would come to your restaurant or not.
Yours,
Liming
【关键词】商务写作；技巧；四点方案
1.商务文书写作的一般技巧
商务英语并非是一种专门的语言，就其基本用词、基本句型和基本语法而言都与普通的英语毫无差别，它只是将英语运用到商务环境和商务活动中的一种专门用途英语。
商务英语专业的学生学习写作商务英语文书是从学习写作技巧开始的。《福布斯》杂志的创始人——马尔克姆·福布斯曾经说“一封好的商务信函，可以让你得到一次面试的机会，帮助你摆脱困境，或者为你带来财富”。也就是说，写好商务文书在一定程度上能够给大家带来很大的经济利益。一封好的商务信函需要做到外观格式正确，内容完整，条理清晰，语言简练，语法句式用词正确，此外还需语气得当。
那么如何才能用英语写出一封好的商务文书呢？本文将通过分析写作案例，介绍商务英语文书的结构技巧——“四点方案”。
2.什么是“四点方案”
雪莉·泰勒（Taylor， 2007：20）在《商务英语写作实例精解》一书中说：“无论是撰写商务信函、传真电文、备忘录还是电子邮件，设定其主体结构的总体规则是相同的。用地道的商务语言写出结构恰当的文书是有效交流的核心。” 她还在书中提出一个设定文书结构的“四点方案（4 point plan）”，主要包括以下几个部分：
① 开场白或简述（opening or introduction）：说明写信的原因，内容可以包括阐述写信的目的，提及前一封信件、上次的接触或此前的文书。
② 中间部分（central section），也即信的主体，提供收件人所需了解的所有信息，或者写信人要求对方提供的信息，有时两者都包括。简单明了地陈述细节，并根据内容分成段落。确保逻辑通顺。
③ 结论（conclusion）部分说明收件人应采取的行动和写信人将采取的行动。如有必要提出最后期限。
④ 结尾（close）通常只需简单的一行句子，与信的内容相呼应。
3.用“四点方案”设定商务文书的行文结构
电子邮件
下面以一封电子邮件来说明如何用“四点方案”设定文章结构。
John Wang想请Suzie为公司25周年庆典录制影像。之前他曾去参观过她的工作室，回来后觉得很满意，于是去信商谈录制方案及费用事宜。请看下面的电子邮件：
From johnwang@
Date 14：10：03
Subject 25th anniversary video
Dear Suzie
①Thank you for inviting me to visit your studios last week. I was most impressed by your new facilities.
②I am delighted that you can accept our invitation to produce a video to celebrate the company’s 25th anniversary. This is a very special landmark in our history， and it is important that this video portrays both past， present and future.
③You promised to let me have a draft outlining your thoughts for this special video. I look forward to receiving this before 30 October together with your approximate costings.
④If you need any further information please give a call on 2757272.
Best wishes
John Wang
Market Manager
ST Electronics
分析：①开门见山说明写信的原因，提及之前的接触，即参观对方的工作室。并谈及感受，即对对方的办公设施很满意。②是邮件内容的主体，提供收件人所需了解的所有信息，即请Suzie为公司25周年庆典录制影像。简单明了地陈述细节，说明此事的重大意义。③是结论部分，说明收件人应采取的行动，这里John Wang要求Suzie设计出录制方案及费用并提出期限即“30 October”。④是结尾，只有简单的一句话，提供电话号码以备日后联系，与前一部分内容相呼应。
可以看出，这封运用“四点方案”写出来的电子邮件，结构合理、条理清晰，内容没有一句多余的话，完全达到了商务沟通的目的。
一般信函
由于电子邮件一般遵守“一件事一个主题”原则，所以篇幅较短，比较容易设定结构。那么一封表达较多内容的信函是如何运用“四点方案”来组织结构的呢？
Winston所在的公司于2月16日向Brown所在的公司订购了一批衬衫（订单号2601），但是收到的货物却不能满足他们的要求，不仅出了质量问题而且数量也不够。Winston给 Brown写了一封投诉信，包含了以下这些内容：
1） 货物质量远远达不到之前的样品的质量，所以不能被接受。
2） 订购的是1500件衬衫，收到的却只有1400件。
3） 很多老主顾已经定了货，现在却不能发货，因此公司蒙受了极大的损失。
4） 务必于3月20日前告知处理方案。
5） 如逾期收不到答复则取消订单并要求赔偿。
请看下面的这封由Winston 写给Brown 的投诉信是如何运用四点方案来设定结构的。
Dear Mr Brown
①We have just received delivery of order no. 2601 placed with you on 16 February. We regret to say， however， that the goods delivered do not meet our requirements.
②The quality of the goods appears to be far below that of the samples which were sent earlier and are therefore not acceptable. Furthermore， as you can see in the copy of the invoice we enclose， we requested 1，500 shirts but have only received 1，400 of those.
③We have received many requests from our regular customers for these shirts but have been unable to fulfill the orders and have lost considerable revenue as a result. We therefore hope you will let us know by March 20 what action you can take to help us solve this present difficulty. If we do not hear from you by that date we will regretfully be forced to cancel the order and ask for compensation.
④We look forward to hearing from you soon.
Yours sincerely
Winston Bevan
分析：①开门见山说明写信的原因，指出2月16日的订单收到的货物不能满足他们的要求，收信人一眼便知此信的目的是投诉。②说明投诉的原因及细节，提供收件人所需了解的所有信息，收到的衬衫不仅出了质量问题（与样品质量不符）而且数量也不够（订购1500件，收到1400件）。③是结论，说明收件人应采取的行动和写信人将采取的行动。由于许多老主顾已经定了货，现在却因对方原因不能发货，使公司蒙受了损失，因此对方必须于3月20日前告知对此事的处理方案，否则将取消订单并要求赔偿。④只有简单的一句话，看似可有可无，却表达了写信人坚决却不失礼貌的态度，使事态的发展留有缓和的余地。
这封信正是运用了“四点方案”，将一大堆的内容进行了合理布局，使信的每一部分功能一目了然，内容与结构完美相结合。“四点方案”还可以用来布局传真的行文结构，因为传真电文的写作方式与商务信函相差无几，这里不再举例。
商务报告
此外，“四点方案”还可以稍作调整，用来设定篇幅简短的商务报告的结构。简要的商务报告一般分为简介（introduction）、讨论（discussion）、结论（conclusions）和建议（recommendations）四个部分。请看下面这个关于在公司实行禁烟的报告：
①This report examines whether there is a need for the company to have a smoking ban. At the moment employees can smoke where they like. This includes smoking at their desks， in the reception area and in the restaurant.
②It is a fact that smoking is harmful to health. Ten times as many smokers get lung cancer as non-smokers. Moreover non-smokers are also at risk from passive smoking. Personally， I believe most employees who smoke would like to stop smoking. It is certainly the case that non-smokers are unhappy about working in a smoky environment. If it was forbidden to smoke in the building I think that smokers would be willing to go outside the building to have a cigarette.
③It’s important that the company considers the health and safety of all its employees， as well as visiting customers. Allowing employees to smoke anywhere is dangerous firstly because it is harmful to health， and secondly because it can be a fire risk. In addition it is inconsiderate to non-smokers.
④This report therefore recommends that smoking is banned from the whole building. This does not necessarily mean that the ban is total and immediate. One possible course of action could be that smoking is banned from the restaurant and reception area immediately. I suggest that a shelter is provided outside the building for smokers and then for smoking to be banned everywhere， including the toilets.
分析：①阐明报告的缘由（公司是否有必要禁烟）和背景（目前员工抽烟不受限制）。②讨论事实和意见，指出员工在工作中抽烟的做法不仅伤害自身更危及他人。③是结论，因为吸烟危害健康，公司应该考虑到员工及来访客户的健康与安全。④提出如何禁烟的具体措施及做法。
4.结语
Dear president:
I am one of the student who critical of restaurant of our have been informed frequently that with the declining quality of the restaurant of our school it is intolerable to meal at becomes the source of great complaint by please give me an access to put forward some disadvantage of the restaurant in order to be placed more stress on
First the expression of the students ‘face Witness that how unsavory the food is .Secondly insect is conceal in the vegetable there are times when we are prepare to have .Thirdly the price of the restaurant is too tableware not be sanitized is used in the restaurant.
Please take it into account or it will give rise to a series of addition,let me apologize for any inconvenience I may have hold a belief that students will enjoy themselves when have a meal in the restaurant of our seminary.
I am looking forward to seeing the changes of the restaurant.
April 19,
May 12,
June 19,
Dear Sir/Madam,
This is Melissa from Jiangsu. I bought 10 pairs of shoes from your online store on the 29th of April ,they are 99Yuan in I got them on the 1st of May. Five pairs of pink shoes are good. But five pairs of apricot shoes with quality lose colour and we can not wear them. So I suggest you can improve the production process and change them for us and you should bear the freight.
Looking forward to your reply.
Best regards,
Melissa
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