英文邮件沟通技巧(中英文版)

1、,电子邮件礼仪培训 Professional Email Writing,目 录Contents,电子邮件的特点 Feature & Usage of Email 8个基本规则 8 Basic Rules 高效的邮件管理 Email Management 邮件英语最常用的100个句型 (附上) Appendices: Most Frequency 100 English Sentences in E-mail,不受时间的限制 No Limit by Time 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 Mail is Calmer, Clearer than Telepho

2、ne, Easier to Win Good First Impression 接收邮件时，较少地受到其他事务的干扰，交流更有效 When Reply Mail, All the Attention Focus on it, Less Disturbance, Better Communication 电子邮件不如电话和会面更直接 Email is Less Immediate than Telephone and Face-to-Face Talk 对于不习惯于及时接收邮件的客户，有时可能会误事 For the Client not Used to Checking Mail Timely,

3、 Email would be Behindhand,电子邮件的特点 Feature & Usage of Email,8个基本规则 8 Basic Rules,规则1：清晰的主题Rule 1: A clear subject,标题不能空白 Dont leave “Subject” as blank 标题要简洁明了 Make the subject as concise and concrete as you can 标题不能出现机密的，敏感的，无理的信息 Ensure any confidential/sensitive/offensive information are not shown

4、 in “Subject”,Write David an email about this with the subject “Travel Update” Write David an email about this with the subject “ Two Changes in Your Shanghai Itinerary” Write David an email about this with the subject “ Urgent-Two Important Changes in Your Shanghai Itinerary” Write David an email a

5、bout this with the subject “ Urgent-Two Important Changes in Your Shanghai Itinerary”. If David doesnt reply in 24 hours, call him to confirm receipt of my email.,David will visit China and attend a technology conference in Shanghai. During his stay there, he will also visit 2 local clients for prod

6、uct demo. 5 days prior to his arrival, one of the client visit has been cancelled. In addition, he will also check in another hotel since the formerly booked one is not available anymore. As Davids counterpart in China, you need to inform David about this.,规则1：清晰的主题Rule 1: A clear subject,Write Davi

7、d an email about this with the subject “ Urgent-Two Important Changes in Your Shanghai Itinerary”. If David doesnt reply in 24 hours, call him to confirm receipt of my email.,正确的回复是D，因为 The correct answer is D, Because:,规则1：清晰的主题Rule 1: A clear subject,标题简明扼要 The subject is concise and concrete. 由于是

8、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. Due to the Urgency of the Issue, You are Sending this Email for Davids Immediate Attention. Hence It is Essential to Follow Up with David by Phone Where Necessary.,这个圈出来的邮件主题恰当吗 Is the Highlighted Email Subject Appropriate? 哪些是不宜写在邮件主题里的？ What else Sh

9、ould Not be Included in an Email Subject?,规则1：清晰的主题Rule 1: A clear subject,规则2：精心构思 认真撰写Rule 2: Structured Writing,在邮件的第一段要概述目的 Try to Outline the Purpose of Mail in the First Paragraph 在邮件中罗列出所要探讨的要点 List All the Points you Need to Discuss in the Mail 依次排序 从重要到次要 Sort by Importance From Major to Mi

10、nor 回答尽可能简明扼要，1-2行内 Try to Write as Brief as Possible, Answer with 1-2 Line if Possible. 重点可以用数字或符号标注 Mark with Numbers or Symbols of Your Focus. 突出重点 Use Highlight When You Want to Emphasis,规则 3：专业性Rule 3: Be Professional,注意语气语调 Watch your tone and intonation 正面积极的态度 Try to Use a Positive Tone as P

11、ossible 少用专业术语或缩写 Dont try to Use Slang or Abbreviation,这封邮件有哪些问题呢 ? What is the Matter with this Email?,规则 3：专业性Rule 3: Be Professional,相较“My Dear”， 用Dear+ Name /Title更合适 Instead of Using “My dear”, it is more Appropriate to Address the Recipients Name “Dear Jack”,规则 3：专业性Rule 3: Be Professional,不建

12、议过多运用被动语态 Over Use of Passive Voice Sounds Really Odd and May Create Misinterpretation.,规则 3：专业性Rule 3: Be Professional,Please Give me Feedback before 11 May 2011. 14 pm.,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. Are You Angry when Replying Email? Save it as Draft, when Your Mood Calm Down after 1 hour

13、, then Open the mail to Review if Sending it.,应付的最好方法为：忽视它！ Best Solution: Ignore It.!,情绪高涨时避免立即回复讯息 Dont Reply the Email when You are Upset,规则 3：专业性Rule 3: Be Professional,谨慎处理恶意中伤的邮件 Handling Slanderous Email Carefully,小心幽默的使用 Be Careful of the Use of Humor,在缺乏声音，表情和肢体语言的邮件中，幽默可能会被误解 In mail, With

14、out Tone, Expression & Body Language , Humor may Cause Misunderstanding,“cu”, “me 2”, “up”(support) “r u there”,GB,YB,BB,MMD,专有名词 Proper noun,公司内部用的缩写 Abbreviations within the Company,行话，网络术语 Slang，Network terms,FYI, Pls , BTW, BR, ASAP,常用缩写 Common abbreviation,不适用于商务沟通 Cant be used in business comm

15、unication,非专业人士不了解 Non-professionals dont know,确定外部人员也了解内部缩写 Ensure that External People can Understand the Internal Abbreviations,选用正式的沟通方式 Try not to Use in a Formal Communication,规则 3：专业性Rule 3: Be Professional,规则4：不要用公司邮箱谈论私事 Rule 4: Company E-mail is not Private,占用公司网络宽带资源 Occupy the Company Ne

16、twork Broadband Resources,传送出去的信息可能会被永久留存 The Message is Reserved at Company Server Permanently,收件人的排 列应遵循一定 的规则 The Recipients Arrangement should Conform in Order,BCC, 即收信人是 不知道BCC的人 严禁使用 Bcc Field is Strictly Forbidden.,CC：仅告知， 收件人可以 不回应 Dont Expect “CC”- Recipients to React on an Email.,To: 需要对方

17、回复邮件,谨慎 使用全部答复 Recipients in “TO”Field, need Reply. “Reply to all” Button is not Anymore Allowed.,在群发邮件前， 确认发送对象， 不滥转发邮件 Dont Use the Group Sending Function, Unless needs to Reply to All This shall Prevent us from Producing too Quickly too many Emails.,规则5: 区分收件人、抄送人与秘送人Rule 5: Difference and Usage

18、For TO / CC/ BCC,规则6：关于附件 Rule 6: About Attachment,邮件中最好对附件内容加以简要说明 Youd better Remark the Attachment in the Main Body 附件数目若超过4个，应打包压缩成一个文件 If More than 4 Attachments, Use WINRAR or WINZIP 附件不要太大(如2M以上)，否则对方可能接收不到 Dont attach too Big File (Above 2M) in case the Opposite cant Receive 如果附件过大, 应分割成几个小文

19、件分别发送 If the Attachment is too big, Divided into Several Smaller Files and send Separately 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 Dont use the Seldom Format in case the Opposite cant Open or Delete as Virus 对附件命名, 方便上传，下载，保存，管理 Name the Attachment in Order to Upload, Download, Save and Archiv

20、e,邮件需要及时回复 Prompt Responses are Always Appreciated 理想回复时间是2小时内，特别是紧急重要的邮件 The Ideal Reply should be with 2 hrs, especially Urgent Mail 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 For the Less Priority Mail, You can reply later by Batch, Normally, within 24 hrs 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 Even if you could

21、not Immediately Handle the Requests, please let the sender Know your Situation and Propose your Follow Up Action,规则7：及时回复, 所有问题 Rule 7: Appropriate Response, and Answer All the Questions,出差或休假，应设定自动回复并列明工作接替者 When You are on Business Trip or Vacation, Pls set Auto reply and state the Backup 进行针对性的回复 Customized Reply 回复不少于10个字 Reply, no less than 10 Words,规则7