职场英语：邮件的写作规范及详解.doc

职场英语：邮件写作规范详解一、基本要素 英文电子邮件的基本要素是主题、称谓、正文、结尾用语及署名。 1. 主题（Subject）：电子邮件最重要的部分是主题，假设我们都是很忙的人，在打开邮箱阅读邮件时，第一眼看到的就是邮件的主题。所以，主题应当做到言简意赅并突出邮件重要性。英文邮件的主题需要注意不超过35个字母，将位于句首的单词和专有名词首字母大写。比如：SomequestionsaboutC+.在比较正式的格式中，需要把每个单词的首字母大写（介词、冠词除外）。例如：YES：Supplier trainingNO：professional trainees from sister company should abide by rule of local company（太长）主题框的内容切忌含糊不清。NO：像News about the meeting 这样的表达，YES：应改为Tomorrows meeting canceled。一般来说，只要将位于句首的单词和专有名词的首字母大写即可。另外一种较为正规的格式可将除了少于5个字母的介词、连接词或冠词之外的每一个单词的首字母大写。YES：New E-mail Address Notification；Detailed calculationNO：detailed calculation视信的内容是否重要，还可以开头加上URGENT或者FYI （For Your Information，供参考），如：URGENT：Submit your report today! 2. 称谓（称呼Salutation）：如果是第一次给对方写信，那么称谓最好用“Dear+全名”，注意首字母均大写，这样会让人感觉比较正式。如果对方以非正式口吻来信，我们也可以类似非正式地回复。比如：“Hello/HiLillian”。在实际通信中可能遇到不知道对方姓名，可以用“Dear+对方头衔”，如“DearPresident”，或者“Dear+Sir/Madam”形式。英国人习惯在称呼后加“ ，”，美国人习惯在称谓后加“ ：”，有时也可以不加任何标点，是具体情况而定。注意：（1） 在同辈的亲朋好友或同事间可以直呼其名，但对长辈或上级最好使用头衔加上姓。YES：Tommy，或者Mr. Smith。（2）称呼和正文之间，段落之间，正文和信尾客套话之间一般空一行，开头无须空格。如：Jimmy,I received your memo and will discuss it with Eric on Wednesday.Best,（3）人家的名字千万不要错,老一辈的看到名字错就干脆撵去垃圾桶. 同样, 头衔都不要错. 头衔或学位,任择其一吧.以下是一样的: Howard E. Wyatt, Dr. Howard E. Hyatt（4）多过一个男性, 用Messrs （mesz 各位先生的意思）,就是Misters的意思, 其后不要跟名字，只跟姓就可以。如： Messrs. Smith, Wyatt, and Fury。反正，如果多过一位女性，用Mesdames / Mmes. / Mses. 同样不要跟名字. 例子: Mses. Farb, Lionel, and Gray。假如男女一起呢？ 弄清楚称呼就行，例如: Dr. and Mrs. Harold Wright / Mr. Harold Wright and Dr. Margaret Wright / Mr. and Mrs. Harvey Adams-Quinn。（5）有人有自己头衔就要跟紧，例如有人有荣誉学位就不喜欢用一般的头衔,有时不知道对方头衔，就用Ms. 比如： Ms. Sarah Gray。（6）职衔短可以一行过,长就下一行吧.例如:Ken Green, President Ken Green Vice President of International OperationsNO：Ken Green Vice President of Unicom ChinaYES： Ken Green Vice President, Unicom China（7）老外的名字有时有Jr. 或 Sr.,之前的逗点是随你喜欢的,以下都是正确：YES：Michael J. Smith, Jr. Michael J. Smith Sr.（8）用人家的名字总好过人家的头衔称呼. 如果没有名字,或者是很正规信的信件,可以考虑这些：Dear Committee Member:Dear Meeting Planner:Dear Colleagues: To All Sales Reps:To Whom It May Concern:Dear Sir or Madam:Dear Madam or Sir:Dear Purchasing Agent:如果是全公司：YES： Gentlemen or Ladies: / Ladies or Gentlemen:（9）有时见到人家用冒号就说人家错,其实也未必啊,看:YES：Dear Mr. Jones: (非常正规) / Dear Joan:Dear Jim, / Jim, (非正规) 2. 正文（Body）：在书写正文时，把最重要的事情写在正文最前面或者邮件内容较长时写在第一段。为了让收件人阅读邮件比较舒服，我们需要注意邮件正文结构的美感，邮件段落最好控制在两三段之内。如果一封电子邮件涉及多个信息点，我们可以采用分条目的方法，如符号、小标题、编号来使得邮件想要表达的内容层次清晰。邮件内容应注意单词的拼写、大小写、标点、语法等。所谓以小见大。写信给别人时一般常用Howareyoubeenrecently?回复别人邮件时一般常用Iamhappytoreceiveyoure-mail. 3. 结尾语：在正文之后添加结束语。注意一般结尾语中只有第一个单词首字母大写而剩余单词都小写，此处与称呼不同。比如：一般电子邮件：Sincerely/ Sincerelyyours. 私人电子邮件：Regards/ Bestwishes/ Bestregards/ Withbestwishes/ Wishbestregards/ Yours / Cheers书信的结尾致意要留意,弄清大家的关系才选择用词,例子:（1） Very Formal非常正规的(例如给政府官员的)Respectfully yours, Yours respectfully,（2）Formal正规的(例如客户公司之间啦)Very truly yours, Yours very truly, Yours truly,（3） Less Formal不太正规的(例如客户)Sincerely yours, Yours sincerely, Sincerely, Cordially yours, Yours cordially, Cordially,（4）Informal非正规的(例如朋友,同事之类)Regards, Warm regards, With kindest regards, With my best regards, My best, Give my best to Mary, Fondly, Thanks, See you next week!另外，有时在we, I, and you之间选择是很烦的事- 如果是公司代表联络生意之类,可以用: We will reimburse you for these legal expenses. Sinopec will reimburse you for these legal expenses. 如果单纯说你自己,可以用I found the brochure very informative. 有时可以一起用啦.: We are pleased to offer you the position of sales director, and I am looking forward to our Tuesday morning meeting.那么I和you呢? 一般来说，收信人的利益比较重要，名义上都要这样想.给人尊重的语气就一般不会错了。 多用you有时会有隔阂的感觉，比如：You will be pleased to learn that you have been selected to serve on our advisory board. Your prompt response will be appreciated. (好像欠你一样)I am pleased that our board has selected you as the best qualified candidate to serve on our advisory board. I hope youll agree to serve. (这就友善多了)Your book was well written and comprehensive. (不用你来判断我呀)I thoroughly enjoyed your book and found an answer to every one of my questions about performance appraisals. (客气一点)总之，语气和宾词的运用得当能决定你的礼貌程度。B、信尾客套话（Complimentary close）通常也很简明。常常只须一个词，如：Thanks，Best Cheers，不需要用一般信函中的Sincerely yours或Best regards。4. 署名：在正文最后需要署名，可以写全名，也可以只写名字。需要辨明性别时可以在姓名后面注明(Mr./Ms.)。对于咱们中国人，为了区分姓和名，可以把我们的姓的字母全部大写，例如XIONGLillian.如果写信人代表的是一个组织或部门，应在名字下一行写上自己的职位、所属部门。不要把Mr., Ms., Mrs., Dr.之类一起签，签名也看信件的语气.给朋友或公司客户,签Bill也可以,给陌生人就最好用Gates或者Bill Gates。ever / Withlove / Affectionately.2、 其它注意事项： A、文法 1、切忌主客不分或模糊 例子：Deciding to rescind the earlier estimate, our report was updated to include $40,000 for new equipment. 应改为：Deciding to rescind our earlier estimate, we have updated our report to include $40,000 for new equipment. (We我们是主语, 不是report。) 2、句子不要零碎 例子：He decided not to audit the last ten contracts. Because of our previous objections about compliance. 应该连在一起。 3、结构对称，令人容易理解。 例子: The owner questioned the occupants lease intentions and the fact that the contract had been altered with ink markings. 应改为：The owner questioned the occupants lease intentions and ink alterations of the contract. 4、单复数不要搞乱，不然会好刺眼，看不舒服。 例如：An authorized person must show that they have security clearance. 5、动词主词要呼应。想想这两个分别： 1）This is one of the public-relations functions that is under budgeted. 2）This is one of the public-relations functions, which are under budgeted. 6、时态和语气不要转变太多，不要浪费人家的精力啊。 7、选词正确 像affect和effect，operative和operational等等就要弄清楚才好用啦。 8、地址上的数字直接用阿拉伯数字吧,除了One，例子: 127 Ninth Avenue, North 127 E. 15 Street 5 Park Avenue One Wingren Plaza 556 - 91 Street B、文体 1、可读性：对象是大学程度的话，用高中的英文就行，不要以为人人都是语言大师，多用短句(15-20字吧)， 技术性的字,就更加要简单易明. 2、注意段落的开头.一般来说,重要或强调的事情都放在信件或段落的开头,而句子就放在最尾. 例如: （1）.Because he was unable to attend the meeting personally, he forwarded his congratulations on cassette tape. （2）.He forwarded his congratulations on cassette tape because he was unable to attend the meeting personally. 两者强调的事情就有分别了. 3、轻重有分， 同等重要的用and来连接，较轻放在次要的句子里. 4、意思转接词要留神. 例如: but (相反), therefore (结论), also (增添), for example (阐明). 分不清furthermore和moreover就不要用啦. 5、句子开头不要含糊不清的主词。 例子: These decisions have been a big disappointment to the committee members. They have delayed further action. They是指什么呀?开头少用this, that, it, they, 或 which. 6、修饰词的位置要小心, 例如: He could only reimburse the cost after July 15. 应为 He could reimburse the cost only after July 15. 7、用语要肯定准确.切忌含糊. 例如:The figures show a significant increase.” 怎样significant呀, 改为: The figures show an increase of 19%. 8、.立场观点一致. 少用被动语. 例如: Partial data should be submitted by April. 改为: You should submit partial data by April.就很好了. C. 格调 1、式样和句子长度不要太单调. 千篇一律的subject-verb-object会闷死人的.有时短句跟着长句可以化解一下. 2、弱软的词(e.g. was, were, is, are.)可以加强一点. 例如: Prunton products are highly effective in . 改为: Prunton products excel in .就有力很多了. 3、亲切,口语化是比较受欢迎! 用宾词和主动的词,让人家受落. 例如: （1）. This information will be sincerely appreciated.” （2）. We sincerely appreciate your information. 明显地,我们会喜欢第2句. D、内容与附件 E-mail文体的另外一个特点是简单明了，便于阅读，太长的内容可以以附件的方式发出。一个段落大多仅由一到三个句子组成。三、英语电子邮件写作应遵循的五C原则商务英语电子邮件的正文写作应该遵循五C原则，即Correctness、Conciseness、Complete、Clarity和Courtesy原则。1、准确原则由于商务英语电子邮件涉及的是商务活动双方的权利、义务关系，其准确性对商务治理与沟通至关重要。具体而言，不仅电子邮件的英语语法、标点符号和拼写要做到准确无误，电子邮件内容还要叙述准确，以免引起误会纠纷。2、简洁原则简洁原则是商务英语写作最重要的原则，指在不影响完整性和礼貌性的前提下，尽量使用简单句子和简短词语。一封拖沓冗长、措词复杂的电子邮件既浪费写的时间，也会给阅读者带来不必要的麻烦，故商务英语电子邮件应以简明扼要为第一要务。在具体写作中，商务英语电子邮件呈现出的句法特征是句子结构简单明了，有大量省略句和不完整句。其词汇特征是用语简洁，语言简明扼要。另外，为了节约时间和空间，电子邮件中可使用缩略语，如U表示you，Pls表示please，Info表示information，Qty表示quantity，P“C表示piece，L“C表示Letter of Credit，FOB表示Free on Board。例1 It is very difficult to sell man hole covers in France.This product must have the quality certificate issued in France.例2 Price：FOB Shanghai USD 96“PC.例3 Hope you can accept it.例1中的两个单句具有明显的因果关系，但写并不使用表达因果关系的连接词如since、because，这种舍长句、复合句，选短句、简单句，喜并列、弃从属的句法特征在商务英语电子邮件写作中十分常见。例2中缩略语的使用，例3中不完整句的选择，反映了与普通商务信函相比，商务电子邮件更倾向于非正式文体，更为口语化。3、完整原则商务电子邮件内容应力求具体、明确、完整，提供读者所需要的信息，尤其像盘、询问贸易条件等需要回函的电子邮件，更需要清楚完整，因为只有包含具体信息的邮件，才能达到良好的沟通效果。邮件是否完整，可以用5W1H来检验，即who，when，where，what，why和how。4、清楚原则 商务英语电子邮件的写作要做到层次清楚，用词准确。具体表现在：例1 We will deliver your goods soon.例2 中significant一词意为明显的、不小的，语义模糊，故可以用具体数字替换。例2中soon表示不久、很快，语义不明确，没有指出具体的供货时间，可改为具体的年月日。5、礼貌原则商务英语电子邮件应遵循措词婉转、礼貌的原则。鉴于电子邮件直接影响到整个交易的成败，买卖双方应十分注重措辞方式，要婉转、礼貌，使对方轻易接受。在写作电子邮件时，可以通过使用虚拟语气、委婉语气等方法迂回地表达观点，提出要求。例1 If it is not for the larger orders we receive from a numbero four regular customers，we could not have quoted for supplies even at that price.例2 I would appreciate it if you could give me your best quotations for 65，000 pieces.例1中虚拟语气和例2中委婉语气的使用，缓和了商务谈判的语气，既明确了自己的立场，又使对方的面子免于受损，语气自然诚恳，礼貌得体，很轻易为对方接受。四、经典范例（一）Dear Mr./Ms, （齐头式） Mr. John Green, our General Manager, will be in Paris from June 2 to 7 and would like to come and see you, say, on June 3 at 2.00 p.m. about the opening of a sample room there.Please let us know if the time is convenient for you. If not, what time you would suggest. Yours faithfully, 尊敬的先生/小姐 我们的总经理约翰格林将于六月2日到7日在巴黎，有关在那开样品房的事宜，他会于六月3日下午2：00点拜访您。 请告知这个时间对您是否方便。如不方便，请建议具体时间。 您诚挚的 Back to Top （缩进式） Dear Mr. / Ms, Thank you for your letter informing us of Mr. Greens visit during June 2-7. Unfortunately, Mr. Edwards, our manager, is now in Cairo and will not be back until the second half of June. He would, however, be pleased to see Mr. Green any time after his return. We look forward to hearing from you. Yours faithfully, 尊敬的先生/小姐 谢谢来函告知我方六月2-7日格林先生的来访。不巧，我们的总经理艾得华先生现正在巴黎，到六月中旬才能回来。但他回来后愿意在任何时间会见格林先生。 希望收到您的来信。 您诚挚的 Dear Mr/Ms, I represent the W/P Electronics Company in Dallas, and will be in Kunming from next Monday to Friday, (October 5-9). I should like to call on you to discuss our new monitor. Would 0930 hours on Tuesday, October 6 be convenient? I shall be in Beijing, at the Great Wall Hotel, from Tuesday, September 29, until Sunday, October 4, where a message will reach me. If the day is not convenient, will you please suggest another. Yours faithfully 尊敬的先生/小姐 我是达拉斯W/P电子公司的代表，将于下周一到周五（10月5-9日）住留昆明。我乐于请您商讨我们新的显示器。星期二即10月6日上午09：30是否方便？ 从周二，即9月29日，我将住在北京的长城宾馆，直到周六，即10月4日，在那会有通知给我。如商讨日期不方便，请另外建议。 Dear Mr/Ms, Thank you for your letter of September 26.We shall be very pleased to see you and discuss your new monitor, but October 6 is not suitable. We will be happy to meet with you at 9:30 a.m. on Wednesday, October 7, if the time is convenient for you. We look forward to meeting you. Yours faithfully 尊敬的先生/小姐 我们将很高兴与您会面并与您商谈新的显示器，但10月6日不太合适。如方便的话，我们愿在10月7日与您会面。 期待与您见面。 您诚挚的 Dear Mr. / Ms, I am at present in Hamburg visiting the harbour with a view to making known our new type of container for use in Europe. I shall be in Antwerp on Wednesday, 4th June, and should like to call on you at 2.00 p.m. on that day. If I do not hear from you to the contrary, I shall assume that it will be convenient for me to call at that time. Yours faithfully 尊敬的先生/小姐 我现正在汉堡参观港口，以让欧洲了解并使用我们的新型集装箱。 星期三即六月4日，我将到安特卫普，我会于当天下午2：00打电话给你。 对此约定如不来信，我将认为于这个时间打电话是方便的。 您诚挚的 Dear Mr. / Ms, Mr. Jack Baron, our personnel director, has asked me to acknowledge your application for the post of accountant and to ask you to come to see him on Friday afternoon, 5th July, at half past two. I will appreciate your letting me know whether you will be able to come. Yours faithfully 尊敬的先生/小姐 杰克巴伦先生，我们的人事主任，让我向你申请会计职位表示感谢，并请你于7月5日星期五的下午两点半来见他。 是否能来，请告知，多谢。 您诚挚的 Dear Mr./ Ms, Thank you for your letter of yesterday inviting me to come for an interview on Friday afternoon, 5th July, at 2:30. I shall be happy to be there as requested and will bring my diploma and other papers with me. Yours faithfully 尊敬的先生/小姐 谢谢昨日来信通知我面试，我将于要求的7月5日，周五下午两点半到达，并带去我的证书及其它书面材料。 你诚挚的 信息查询Request for Information 1.主题：信息查询回复样本尊敬的 Charles Aznavour 先生：您 7 月 16 日的查询现已收到。得知贵公司对我们的产品有兴趣，.深.感荣幸。我们已通过 DHL 给您邮寄了我公司最新的产品目录以及一些常用原料的样品.。 很抱歉未能寄上全套样品，但保证我公司的产品质量确实如您所期.。我公司业务部经理 Angela Wang 女士将于下月到法国出差，希望到时能与您面谈并奉上全套产品样品。相信看了这些样品之后，您也会同意我们的产品用料考究、质量上乘、工艺精良，能吸引最挑剔的买家.。除了您查询的产品以外，本公司还生产品种繁多的小机具。贵公司若感兴趣，可浏览我公司网页.： /deselec.co期待您的订单.。顺祝商祺.，陈国玉，总经理达尼米克出口上海电子有限公司/deselec.coSample reply to an RFIDear Mr. Charles Aznavour,Thank you for your inquiry dated 16 July. We are pleased to hear that you are interested in our products.We have sent you a copy of our latest catalog by DHL, together with samples of some of the materials we regularly use in manufacturing of our products.I regret to say that we cannot send you the full range of samples. You can be assured, however, that our productsare of the quality you expect.Mrs. Angela Wang, our Sales Manager, will be in France next month and would be pleased to visit you. She will have with her a wide range of our products.When you see them, we think that you will agree that only the best quality materials are used, and that the high standard of workmanship will appeal to the most discriminating buyer.We also manufacture a wide range of widgets in which you may be interested. You can find a full illustration of them in our online catalog at /deselec.coWe look forward to receiving an order from you.Yours sincerely,Chen Guo Yu, General Manager Dynamic Exports Shanghai Electronic Co., L/deselec.coSample reply to an RFIDear Mr. Errol Garner,Thank you for your enquiry dated 2 October. In response, we would like to make the following offer, subject to our final confirmation:Product: Steel screwsSpecifications: As per the attached listPacking: Loose in boxes of 5 kg netQuantity: 100 boxesPrice: As per the attached list Shipment: January / FebruaryPayment: Confirmed, irrevocable letter of credit payable by draft on sight to be opened 30 days before the time of shipmentUnder separate cover, we have sent you samples of various sizes, our catalog and price list.If you find our offer acceptable, please e-mail or fax us for confirmation. Yours sincerely,Chen Guo Yu, General Manager Dynamic Exports Shanghai Electronic Co., L/deselec.co2.尊敬的 Errol Garner 先生：贵公司 10 月 2 日查询函已收悉。以下报价需在本公司确认后，方为有效.：产品名称： 钢质螺丝钉 规格： 详见附件 包装： .散装，每盒净重 5 千克. 数量： 100 盒 价格： 详见附件 交货期： 1 月.份/ 2 月.份. 付款方式： .不可撤销保兑信用证，应于装运日期前 30 天开具，见票即付我们已分别寄出各种型号的产品样品、产品目录和价目表.。如贵公司接受上述报价，请尽早通过邮件或传真落实订单为盼.。顺祝商祺.，陈国玉，总经理达尼米克出口上海电子有限公司/deselec.co3.Inability to supply requested productDear Mr. Roy Hamilton,Regarding your e-mail dated 12 August and ours of today concerning the supply of black silk.As you perhaps know, demand for the above has been heavy since last year. We are consequently fully committed at the moment and are unable to meet your demand as requested.We assure you, however, that we shall contact you as soon as fresh supplies become available. Shoul