英文邮件沟通技巧(中英文版)

1电子邮件礼仪培训ProfessionalEmailWriting2目录Contents电子邮件的特点Feature&UsageofEmail8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-mail3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&UsageofEmail48个基本规则8BasicRules5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”6A.WriteDavidanemailaboutthiswiththesubject“TravelUpdate”B.WriteDavidanemailaboutthiswiththesubject“TwoChangesinYourShanghaiItinerary”C.WriteDavidanemailaboutthiswiththesubject“Urgent-TwoImportantChangesinYourShanghaiItinerary”D.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:Aclearsubject7D.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.8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:Aclearsubject9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UseHighlightWhenYouWanttoEmphasis10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’ttrytoUseSlangorAbbreviation11MonthlyreportforAprilMyDear,IhavebeentoldthatthemonthlyreportforAprilshouldbesubmittedbyyoubeforethisFriday.Irememberthatyouhavebeentoldaboutthedeadlineandhowtoprepareforthereport.Ifyouhaveanyquestions,Idon’tmindtobeinterruptedanytime.BR,LilyZhuJack这封邮件有哪些问题呢?WhatistheMatterwiththisEmail?规则3：专业性Rule3:BeProfessional12MonthlyreportforAprilMyDear,IhavebeentoldthatthemonthlyreportforAprilShouldbeSubmittedbyyouBeforethisFriday.IRememberthatyouhavebeentoldabouttheDeadlineandhowtoPrepareforthereport.Ifyouhaveanyquestions,Idon’tmindtobeInterruptedanyTime.BR,LilyZhuJack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.13MonthlyReportforAprilDearJack,IamWritingtoLetyouKnowthattheDeadlineforAprilMonthlyReportisthisFriday.ITrustyouareWellAwareoftheTimeFrameandHowtoPreparefortheReport.However,ifyouneedanySupport,PleaseFeelFreetoContactmeAnyTime.Bestregards,LilyZhuJack规则3：专业性Rule3:BeProfessionalPleaseGivemeFeedbackbefore11May2011.14pm.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,HumormayCauseMisunderstanding15“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，NetworktermsFYI,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:BeProfessional16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TheMessageisReservedatCompanyServerPermanently17收件人的排列应遵循一定的规则TheRecipient'sArrangementshouldConforminOrderBCC,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’tUsetheGrou