英文邮件沟通技巧(中英文版).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,8个基本规则8BasicRules,规则1：清晰的主题Rule1:Aclearsubject,标题不能空白Dontleave“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”.IfDaviddoesntreplyin24hours,callhimtoconfirmreceiptofmyemail.,DavidwillvisitChinaandattendatechnologyconferenceinShanghai.Duringhisstaythere,hewillalsovisit2localclientsforproductdemo.5dayspriortohisarrival,oneoftheclientvisithasbeencancelled.Inaddition,hewillalsocheckinanotherhotelsincetheformerlybookedoneisnotavailableanymore.AsDavidscounterpartinChina,youneedtoinformDavidaboutthis.,规则1：清晰的主题Rule1:Aclearsubject,WriteDavidanemailaboutthiswiththesubject“Urgent-TwoImportantChangesinYourShanghaiItinerary”.IfDaviddoesntreplyin24hours,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,YouareSendingthisEmailforDavidsImmediateAttention.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,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SortbyImportanceFromMajortoMinor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,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DonttrytoUseSlangorAbbreviation,这封邮件有哪些问题呢?WhatistheMatterwiththisEmail?,规则3：专业性Rule3:BeProfessional,相较“MyDear”，用Dear+Name/Title更合适InsteadofUsing“Mydear”,itismoreAppropriatetoAddresstheRecipientsName“DearJack”,规则3：专业性Rule3:BeProfessional,不建议过多运用被动语态OverUseofPassiveVoiceSoundsReallyOddandMayCreateMisinterpretation.,规则3：专业性Rule3:BeProfessional,PleaseGivemeFeedbackbefore11May2011.14pm.,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DontReplytheEmailwhenYouareUpset,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,“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Cantbeusedinbusinesscommunication,非专业人士不了解Non-professionalsdontknow,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,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TheRecipientsArrangementshouldConforminOrder,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DontExpect“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DontUsetheGroupSendingFunction,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YoudbetterRemarktheAttachmentintheMainBody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DontattachtooBigFile(Above2M)incasetheOppositecantReceive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DontusetheSeldomFormatincasetheOppositecantOpenorDeleteasVirus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,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