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1、Chapter 11 Complaints and Claims,Job-seekers visit booths of companies at a job fair held for graduates in Nanjing, Jiangsu province in East China, November 20, 2008. Stabilizing employment is the top priority for China, Minister of Human Resources and Social Security Yin Weimin said on Thursday as
2、he revealed a rise in jobless workers triggered by a weakened export sector amid the global economic downturn.,Chapter 11,Steps of Writing Texts Exercises,Steps of Writing-Claim,Step1: State the problem. Give dates, name and quantity of goods, contract number or any other specific information that w
3、ill make a recheck easier for the reader. Eg: 1) We have just received 2) We regret having to inform you that arrived in 3) 20% of the packages had been broken. 4) It was found that upon examination,Steps of Writing- Claim,Step 2: State the inconvenience or loss that is resulted from this error. 1)
4、The materials are quite unsuited to 2) These goods are entirely useless to us 3) This has caused us much inconvenience.,Steps of Writing-Claim,Step 3: State what you want to be done. 1) We wish to get your early reply. 2) We look forward to your settlement at an early date.,Steps of Writing-Accept,S
5、tep 1: Regret for the inconvenience caused to the reader. 1)We wish to express our deepest regret over the unfortunate incident 2) We are extremely sorry for the late delivery of 3) We regret the inconvenience you have experienced,Steps of Writing- Accept,Step 2: Explain the reasons of the problems
6、and express the wish to grant the claim. 1) It happened that 2) Another thorough check-up reveals that 3) We are prepared to make you a resonable compensation.,Steps of Writing- Accept,Step 3: Wish to cooperate with the reader again. 1) We hope this will not affect our friendly relationship. 2) We w
7、ish to be able to serve you in future business. 3) In view of the friendship between us,Steps of Writing-Decline,Step 1: Regret for the inconvenience caused to the reader. 1)We very much regret that,Steps of Writing- Decline,Step 2: Explain the reasons of the problems and make clear your position. 1
8、) After a check-up we found that 2) The shipment you complained 3) We are of the opinion that 4) In order to settle the claim quickly,Steps of Writing- Decline,Step 3: Refuse directly or suggest possible settlement. 1) We regret being unable to accept your suggestion to 2) As this is a matter concer
9、ning insurance, we hope you will refer it to 3) We can not but,Steps of Writing- Decline,Step 4: Wish to cooperate with the reader again. We wish to be able to serve you in the future business.,Letter 1,Words and expressions 1. in an unsatisfactory condition令人不满意的状况 in good (perfect, sound ) conditi
10、on in bad (poor) condition 状况不良 in a damaged condition 破损状况,2. claim n. v. 索赔 1) lodge (raise, file, make, issue, lay, register, render, enter, put in, bring up, set up) a claim against (with, on ) sb. 向某人提出索赔 2) claim for damage claim for US$2000 3) claim on the goods (order) 4) accept (entertain,
11、admit, settle) a claim reject (dismiss) a claim waive (withdraw) a claim,5) Buyers have lodged a claim on this shipment for RMB 1,300 for short weight. 6) We must lodge a claim against you for the amount of $ 15,800. 7) As regards inferior quality of your goods, we claim a compensation of $ 15,000.,
12、3. insufficient packing 包装不良 improper packing 包装不当 poor packing 包装不良 defective (faulty) packing 有缺陷的包装 insecure packing 不可靠的包装 4. recourse n. 求援、求助，追索 1) In this case, it may be necessary for us to have recourse to arbitration. 2) If the issuing bank does not pay the draft, the negotiating bank has
13、recourse to the beneficiary.,5. in consequence 结果，因此 1) The sellers shall not be held responsible for failure or delay in shipment in consequence of Force Majeure incident. 2) We havent received the covering L/C yet , and in consequence, we did not effect the shipment in time. 6. take special care 特
14、别注意 We shall take particular care to keep strictly to your specification.,7. prospective a. 预期的 prospect n. 前景 8. be liable to 易于，倾向于，有责任的 As these goods are liable to break if not handled with care in course of transportation, we suggest that the parcel be sent by container vessel, to avoid possibl
15、e damage in loading and discharge. 9. misjudge v. 误判 Appearance is liable to lead one to misjudge the substance.,Analyzing the letter Paragraph 1: identifying the reference and lodge the claim Paragraph 2: reminding the seller politely,Letter 2,Words and expressions 1. to be frank 坦率的讲 2. assurance
16、n. 保证，承诺 assure v. assured adj. 确定的，有保证的 1) assure sb. of sth. 向保证 assure sb. that 2) assure oneself of sth 弄清楚某事 3) You may rest assured that你对尽可能放心 4) You may have our assurance that we will do our best to expedite shipment.,3. dire a. 可怕的，紧急的 4. predicament n. 困境 5. put to 给某人造成（麻烦，花费） We dont wa
17、nt to put you to the expense of cabling an amendment. 6. look into 调查 go into the matter investigate the matter,Analyzing the letter Paragraph 1: identifying the reference and urging the seller for prompt shipment Paragraph 2: pressing the seller for assurance of the shipment,Letter 3,Words and expr
18、essions 1. per 经由（运走） ex 来自（运来） 1) We have shipped the 100 tons of wool per S.S. Rose. 2) We have received the shipment of 100 tons of wool ex S.S. Rose. 2. discharge v. 卸货， 履行,3. short-weight 短重 short delivery 短交 short shipment 短装 short-calculated short-delivered short-established, short- opened sh
19、ort- landed, short-paid short-invoiced,4. Inspection Certificate n. 检验证明 1) Survey Report 检验报告 2) Survey Report on Examination of Damage or Shortage 残短证明书 3) Survey Report on Inspection of Tank Hold 船舱鉴定证明 4) Survey Report on Quality 5) Survey Report of Weight 5. Statement of Claim 索赔清单,Letter 4,Wor
20、ds and expressions 1. up to standard 符合标准 2. account for 说明的原因，占 1) He could not account for his absence from school. 2) It accounts for 40% percent of the selling this year. 3. tender v. 提供，提出 They required us to tender the necessary documents in support of your claim.,4. in full 全部的 5. take all po
21、ssible steps 采取一切可能的步骤 6. recurrence n. 再发生 A recurrence of such an oversight could impair our amicable relations.,Letter 5,Words and expressions 1. white crystal sugar 白砂糖 2. meet ones order 满足某人的订单 3. ply n. 层，厚度 4. make payment by check into ones account with the bank 用支票转入某人银行帐户,Letter 6,Words a
22、nd expressions 1. herbs n. 草药 2. deteriorate v. 使恶化 His health had deteriorated while he was in prison. deteriorated a. 恶化的，变质的,3. stain v. 沾污 stained a. 4. batch n. 一批 a batch of cookies 一炉小甜饼 a batch of tourists一批旅游者 a whole new batch of problems一系列新问题 5. make up 弥补,Letter 7,Words and expressions 1. substitute v. n. 代替 1) Only art can substitute for nature. 2) substitute A for B 用A替代B 2. at ones disposal 由某人支配（处理） We will try our every means at our disposal to turn out the goods in a month.,http:/