How To Be Polite
How To Be
Positive，今天我们来学习 How To Be Personal，这会让你的商务信函看起来更有亲和力，更容易被人接受。
Being Courteous: How To Be Personal
You have learned how to write polite and positive
sentences. However, a third "P" - be personal - is also important.
Read the letter below. Does it seem personal to
If you were Rachel Harrison, the customer who received
this letter, how would you feel?
12 May 200X
Ms Rachel Harrison
Reference is made to your letter of 1 May regarding
the status of the application for a Privilege
The Bank has checked the relevant records. The
application was received, but the cheque was not
Be advised that the cheque must be received before
the Privilege Card can be sent.
Good customer relations...
...need a personal touch.
But how can your writing have a personal
Look at the letter again. Think about how you could
rewrite some of the sentences to make them more personal.
You can do at least three things to make this letter more
USE PERSONAL PRONOUNS
The letter has only one personal
However, when you speak to people, you often use words
like "you", "I" and "we". If you also use these personal pronouns when you
write, your sentences will sound more personal.
Look at the sentence below. How can you make it more
"The Bank appreciates a prompt
Remember, "the Bank" is made up of people, and you want a
reply from a person:
"We would appreciate it if you
could reply promptly."
In addition to using personal pronouns, you can use a
person's name when writing.
USE PEOPLE'S NAMES
Do you remember the impersonal letter to Rachel Harrison?
In that letter, the writer didn't use the customer's name... except in the
When you speak with customers, you usually use their
names. So, if you use a customer's name when writing, your letter will sound more personal.
If you were writing a letter to John Carter, how would
You wouldn't write "Dear Sir", would you? You would write
"Dear Mr Carter" or even "Dear John", if you knew him
Everyone likes to hear or read their own name. So,
sometimes, you can even use a person's name in the body of the letter.
For example, you could write
"May I suggest, John, that
"John, since you are a valued
customer, I would like to..."
However, you probably would not use a person's name more
than once in the letter.
You will write more personal memos, letters and e-mails
if you use personal pronouns and personal names. You should also use the active
voice of the verb.
USE ACTIVE VOICE OF THE VERB
When you use the active voice of the verb, you emphasise
the person doing the action (the "doer").
Using the passive voice emphasises the action and often
does not mention the "doer". So, it sounds
Look at the sentence below. How can you change this
sentence to make it sound more personal?
"Please be assured that the
application will be processed quickly."
"We assure you that we will
process your application quickly."
If you'd like to review how to use the active and passive
voice of the verb, go to Chapter 5.
You can practise writing personal sentences in the
The following sentences are quite impersonal. Revise the
sentences to make them more personal.
The Bank acknowledges receipt of the letter dated 10
The Premier card can be used worldwide.
The proposal you made is acceptable to
We received your letter of 10 May. / Thank you for your
letter of 10 May.
You can use your Premier card
We accept your proposal.
下一次我们将讲述四个P 中的最后一个——How To Be
（来源：中国物流论坛 实习生江巍 英语点津 Annabel 编辑）