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1、 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 writing to make it cohesiveChapter 5 Revise your writing to make it clear and conciseChapter 6 Revise your writing to ma
2、ke 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 skills. HSBC has designed this course for its staff in the Asia Pacific region. HSBC staff study this course to improve
3、 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 business writing, this course can still help you. Writing For Results will help you write in a modern style. By the end of
4、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 the Writing Process is its five stages: plan-organize-draft-revise-edit Good writers follow the five stages of the Wr
5、iting Process to-meet their readers expectations-get the results they want. 1. Chapter 1 Plan your writingObjectives:By the end of this chapter, 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
6、 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 find writing difficult because you start writing right away. In other words, you overlook the importance of planning before you write. Unfortunately, if you fail
7、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 more 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
8、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 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 writ
9、ing to them. Thats why its very important for you to state your purpose for writing very clearly at the beginning. Look at the following letter: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
10、September 200X.We would advise that the card fee would be automatically billed to your card account annually despite your renewed card is 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 can
11、cellation.Please therefore pick up your renewed card at your earliest convenience. We are pleased to be of service. Yours sincerely S TSE 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
12、 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 credit 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 p
13、urpose 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. 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
14、it helps your reader understand why you are writing.Here are some of the verbs you can use: announce, complain, confirm, explain, inform, 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 read
15、ers need to know exactly what you want them to do. Therefore, you should be very specific when determining your readers response. Compare 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
16、 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 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 wh
17、at 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 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 2
18、00X.We would advise that the card fee would be automatically billed to your card account annually despite your renewed card is 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.P
19、lease therefore pick up your renewed card at your earliest convenience. We are pleased to be of service. Yours sincerely S TSE Simon Tse Customer Service OfficerCard Centre IF Simon -wants to explain the charges (writers purpose)-expects Mr Roman to understand the charges (readers response) THEN Mr
20、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-wants 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
21、 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? 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. I
22、f you do this, you will ensure that your reader has all the necessary information.SummaryIn this chapter, youve learned the three strategies 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
23、 then write according to your plan. When you plan, you need to consider the following:-the writers purpose-the readers response-the readers 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
24、(who, what, why, where, when and how) help to ensure you have included all the necessary information. Then, you can provide the information your reader needs to know.2. Chapter 2. Welcome to chapter 2In Chapter 1 you learned how to plan a business letter. In this chapter, youre going to look at the
25、second stage of the Writing Process: Planto Organise.OrganiseThis course is based on the Writing Process, a step-by-step procedure for producing effective correspondence. Therefore, HSBC recommends that you study each chapter of this course in order, beginning with the introductory chapter Getting S
26、tarted. ObjectivesBy the end of this chapter youll be able to organise your writing. Youll do this by preparing a clear outline arranging the contents 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 w
27、riting, its important that you have planned. Do you remember the three things you need to plan before beginning to write?StrategiesDescriptionWriters purposeWhy you are writingReaders responseHow you want the reader to respondReaders informationWhat you want the reader to know Organising: Why Do ItA
28、 well-organised letter, memo, fax or e-mail is easy to read and understand. If you organise the contents of your correspondence well, you 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
29、 the first. In the organising stage, you arrange what youve planned to write. In other words, you make an outline.Organising: How To Do ItHow 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 speci
30、al situations, youll need special outlines. Youll look at those in Chapter 7. However, for most of your written correspondence, you can follow 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
31、 various types of correspondence you may have to write.Organising: SummaryIn this chapter, you learned how to organise the contents of the documents you write. You learned that, when writing to colleagues or customers, you usually can follow a similar outline.SOFAR can help you remember the basic ou
32、tline.In the following Summary Exercise, you can use SOFAR to help you arrange the contents of a letter.Organising: Summary ExerciseThere are 10 sentences and 3 other parts of a letter below. Please arrange them in the correct order (1-13).(1) Yours sincerely(2) May I suggest that you contact Mr Ong
33、 directly.(3) I am sorry that I was not in the office when you rang.(4) We do have a branch in Singapore.(5) I hope this information is helpful.(6) Dear Mr Rushford(7) The address is 54 Liu Fang Road, Jorong Town, Singapore.(8) Alex Ribero(9) I am pleased to provide the information you requested.(10
34、) The manager is Mr David Ong(11) He can provide you with the financial advice you are seeking.(12) Thank you for trying to contact me by phone yesterday.(13) His telephone number is +65 535 1234.Answer: Dear Mr Rushford(6) Thank you for trying to contact me by phone yesterday.(12) I am sorry that I
35、 was not in the office when you rang.(3) I am pleased to provide the information you requested.(9) We do have a branch in Singapore.(4) The address is 54 Liu Fang Road, Jorong Town, Singapore.(7) The manager is Mr David Ong(10) May I suggest that you contact Mr Ong directly.(2) His telephone number
36、is +65 535 1234.(13) He can provide you with the financial advice you are seeking.(11) I hope this information is helpful. (5)Yours sincerely(1) Alex Ribero(8)Well Done!Youve now completed Chapter 2! In this chapter you continued to learn about the Writing Process by looking at the second stage - Or
37、ganise.So now you can organise your business correspondence bypreparing a clear outlinearranging the contents.In the next chapter, youll look at the third stage - Draft, and the beginning of the fourth stage - Revise.See you there!3. Chapter 3. Overview In the last two chapters, youve learned and pr
38、actised the first two stages of the Writing Process: Plan and Organise.In this chapter, youll look at the next two stages: Draft and Revise. Together, these two stages take the most time. Writing the first draft takes less time than revising. Youll focus on writing the first draft and taking the fir
39、st step in revising your draft.Plan toOrganise toDraft toRevise This course is based on the Writing Process, a step-by-step procedure for producing effective correspondence. Therefore, HSBC recommends that you study each chapter of this course in order, beginning with the introductory chapter Gettin
40、g Started.ObjectivesIn this chapter, youll start working on a writing project. As you do so, youll be able to l draft a letter andl revise your letters to make them complete.Planning and Organising: A Quick Review In the first two stages of the Writing Process, you plan and organise what youre going
41、 to write. In planning, you decidewhy you are writing (writers purpose) how your reader will respond (readers response) what your reader needs to know (readers information).You then organise your plan by creating an outline.Drafting: Before You Begin In this chapter, youll begin to write a letter. A
42、s you write this letter, youll work through all five stages of the Writing Process. LETTER TO MR PERRY: THE SITUATION The letter you will write is based on the following situation:Situation:Our customer, Mr Robert Perry, deposited a cheque through Quick Deposit into his Premier account. Unfortunatel
43、y, the name on the cheque (the bearers name) was not exactly the same as the name on the account. The name on the cheque was Mr Robert Pery (instead of Perry). As a result, the money was not credited to Mr Perrys account. Solution:Mr Perry needs to ask the drawer to write another cheque, making sure
44、 the name is exactly the same as on the account card. Then, the money can be deposited into his account.LETTER TO MR PERRY: THE TASK You are a Customer Relationship Officer. Although there is a standard form to deal with this situation, your manager has asked you to write a letter to Mr Perry, as he
45、 is a valued customer. Mr Perrys details are as follows:Address: Flat 3A, Bayshore Tower, Marys Point, Vancouver Account no: 613 556556 888 Cheque no: 60263 Payee name: Mr R Pery Name on account record: Mr R Perry What will you do next? Think about this.Youre not going to start writing immediately,
46、are you? Remember: there are five stages in the Writing Process. You always need to begin with the first stage.LETTER TO MR PERRY: PLANNING What should you do first? You should plan what to write!Do you remember the 3 strategies you use when planning to write? The 3 strategies in planning areWHY are you writing to Mr Perry? (ie the Writers Purpose) WHAT do you want Mr Perry to do? (ie the Readers Response) WHAT does Mr Perry need to know? (ie the Readers Information).LETTER TO MR PERRY: PLANNING How did you do? Here is a suggested plan: Suggested Answer Write