英文邮件沟通技巧(中英文版)PPT课件.ppt

电子邮件礼仪培训ProfessionalEmailWriting 目录Contents 电子邮件的特点Feature UsageofEmail8个基本规则8BasicRules高效的邮件管理EmailManagement邮件英语最常用的100个句型 附上 Appendices MostFrequency100EnglishSentencesinE mail 不受时间的限制NoLimitbyTime写邮件比起通电话 显得更从容 表达得更充分 给对方好的第一印象MailisCalmer ClearerthanTelephone EasiertoWinGoodFirstImpression接收邮件时 较少地受到其他事务的干扰 交流更有效WhenReplyMail AlltheAttentionFocusonit LessDisturbance BetterCommunication电子邮件不如电话和会面更直接EmailisLessImmediatethanTelephoneandFace to FaceTalk对于不习惯于及时接收邮件的客户 有时可能会误事FortheClientnotUsedtoCheckingMailTimely EmailwouldbeBehindhand 电子邮件的特点Feature UsageofEmail 3 8个基本规则8BasicRules 4 规则1 清晰的主题Rule1 Aclearsubject 标题不能空白Don tleave Subject asblank标题要简洁明了Makethesubjectasconciseandconcreteasyoucan标题不能出现机密的 敏感的 无理的信息Ensureanyconfidential sensitive offensiveinformationarenotshownin Subject WriteDavidanemailaboutthiswiththesubject TravelUpdate WriteDavidanemailaboutthiswiththesubject TwoChangesinYourShanghaiItinerary WriteDavidanemailaboutthiswiththesubject Urgent TwoImportantChangesinYourShanghaiItinerary WriteDavidanemailaboutthiswiththesubject Urgent TwoImportantChangesinYourShanghaiItinerary IfDaviddoesn treplyin24hours callhimtoconfirmreceiptofmyemail DavidwillvisitChinaandattendatechnologyconferenceinShanghai Duringhisstaythere hewillalsovisit2localclientsforproductdemo 5dayspriortohisarrival oneoftheclientvisithasbeencancelled Inaddition hewillalsocheckinanotherhotelsincetheformerlybookedoneisnotavailableanymore AsDavid scounterpartinChina youneedtoinformDavidaboutthis 规则1 清晰的主题Rule1 Aclearsubject WriteDavidanemailaboutthiswiththesubject Urgent TwoImportantChangesinYourShanghaiItinerary IfDaviddoesn treplyin24hours callhimtoconfirmreceiptofmyemail 正确的回复是D 因为ThecorrectanswerisD Because 规则1 清晰的主题Rule1 Aclearsubject 标题简明扼要Thesubjectisconciseandconcrete 由于是紧急事务 你发邮件给David是需要即刻回复的 因此 有必要在邮件之后跟进一个电话给David DuetotheUrgencyoftheIssue YouareSendingthisEmailforDavid sImmediateAttention HenceItisEssentialtoFollowUpwithDavidbyPhoneWhereNecessary 这个圈出来的邮件主题恰当吗IstheHighlightedEmailSubjectAppropriate 哪些是不宜写在邮件主题里的 WhatelseShouldNotbeIncludedinanEmailSubject 规则1 清晰的主题Rule1 Aclearsubject 8 规则2 精心构思认真撰写Rule2 StructuredWriting 在邮件的第一段要概述目的TrytoOutlinethePurposeofMailintheFirstParagraph在邮件中罗列出所要探讨的要点ListAllthePointsyouNeedtoDiscussintheMail依次排序从重要到次要SortbyImportance FromMajortoMinor回答尽可能简明扼要 1 2行内TrytoWriteasBriefasPossible Answerwith1 2LineifPossible 重点可以用数字或符号标注MarkwithNumbersorSymbolsofYourFocus 突出重点UseHighlightWhenYouWanttoEmphasis 9 规则3 专业性Rule3 BeProfessional 注意语气语调Watchyourtoneandintonation正面积极的态度TrytoUseaPositiveToneasPossible少用专业术语或缩写Don ttrytoUseSlangorAbbreviation 这封邮件有哪些问题呢 WhatistheMatterwiththisEmail 规则3 专业性Rule3 BeProfessional 11 相较 MyDear 用Dear Name Title更合适InsteadofUsing Mydear itismoreAppropriatetoAddresstheRecipient sName DearJack 规则3 专业性Rule3 BeProfessional 不建议过多运用被动语态OverUseofPassiveVoiceSoundsReallyOddandMayCreateMisinterpretation 12 2020 3 19 13 规则3 专业性Rule3 BeProfessional PleaseGivemeFeedbackbefore11May2011 14pm 14 你写信时愤怒么 请先存为草稿 一小时后心情平静了 重新打开再决定是否发出 AreYouAngrywhenReplyingEmail SaveitasDraft whenYourMoodCalmDownafter1hour thenOpenthemailtoReviewifSendingit 应付的最好方法为 忽视它 BestSolution IgnoreIt 情绪高涨时避免立即回复讯息Don tReplytheEmailwhenYouareUpset 规则3 专业性Rule3 BeProfessional 谨慎处理恶意中伤的邮件HandlingSlanderousEmailCarefully 小心幽默的使用BeCarefuloftheUseofHumor 在缺乏声音 表情和肢体语言的邮件中 幽默可能会被误解Inmail WithoutTone Expression BodyLanguage HumormayCauseMisunderstanding 15 cu me2 up support ruthere GB YB BB MMD 专有名词Propernoun 公司内部用的缩写AbbreviationswithintheCompany 行话 网络术语Slang Networkterms FYI Pls BTW BR ASAP 常用缩写Commonabbreviation 不适用于商务沟通Can tbeusedinbusinesscommunication 非专业人士不了解Non professionalsdon tknow 确定外部人员也了解内部缩写EnsurethatExternalPeoplecanUnderstandtheInternalAbbreviations 选用正式的沟通方式TrynottoUseinaFormalCommunication 规则3 专业性Rule3 BeProfessional ABBGroupMarch19 2020 Slide16 规则4 不要用公司邮箱谈论私事Rule4 CompanyE mailisnotPrivate 占用公司网络宽带资源OccupytheCompanyNetworkBroadbandResources 传送出去的信息可能会被永久留存TheMessageisReservedatCompanyServerPermanently 收件人的排列应遵循一定的规则TheRecipient sArrangementshouldConforminOrder BCC 即收信人是不知道BCC的人严禁使用BccFieldisStrictlyForbidden CC 仅告知 收件人可以不回应Don tExpect CC RecipientstoReactonanEmail To 需要对方回复邮件 谨慎使用全部答复Recipientsin TO Field needReply Replytoall ButtonisnotAnymoreAllowed 在群发邮件前 确认发送对象 不滥转发邮件Don tUsetheGroupSendingFunction UnlessneedstoReplytoAllThisshallPreventusfromProducingtooQuicklytoomanyEmails 规则5 区分收件人 抄送人与秘送人Rule5 DifferenceandUsageForTO CC BCC 规则6 关于附件Rule6 AboutAttachment 邮件中最好对附件内容加以简要说明You dbetterRemarktheAttachmentintheMainBody附件数目若超过4个 应打包压缩成一个文件IfMorethan4Attachments UseWINRARorWINZIP附件不要太大 如2M以上 否则对方可能接收不到Don tattachtooBigFile Above2M incasetheOppositecan tReceive如果附件过大 应分割成几个小文件分别发送IftheAttachmentistoobig DividedintoSeveralSmallerFilesandsendSeparately尽量少用不常见的文件格式作为附件 否则对方可能打不开附件 或者会认为邮件带病毒而删除邮件Don tusetheSeldomFormatincasetheOppositecan tOpenorDeleteasVirus对附件命名 方便上传 下载 保存 管理NametheAttachmentinOrdertoUpload Download SaveandArchive 邮件需要及时回复PromptResponsesareAlwaysAppreciated理想回复时间是2小时内 特别是紧急重要的邮件TheIdealReplyshouldbewith2hrs especiallyUrgentMail对于优先级低的邮件可集中在一特定时间处理 一般在24小时内FortheLessPriorityMail YoucanreplylaterbyBatch Normally within24hrs即使你无法及时满足对方的要求 也请告知对方事情的进展 或者是在跟进中EvenifyoucouldnotImmediatelyHandletheRequests pleaseletthesenderKnowyourSituationandProposeyourFollowUpAction 规则7 及时回复 所有问题Rule7 AppropriateResponse andAnswerAlltheQuestions 20 出差或休假 应设定自动回复并列明工作接替者WhenYouareonBusinessTriporVacation PlssetAutoreplyandstatetheBackup进行针对性的回复CustomizedReply回复不少于10个字Reply nolessthan10Words 规则7 及时回复所有的问题Rul