1、,電子郵件禮儀培訓(xùn) Professional Email Writing,目 錄Contents,電子郵件的特點(diǎn) Feature & Usage of Email 8個(gè)基本規(guī)則 8 Basic Rules 高效的郵件管理 Email Management 郵件英語最常用的100個(gè)句型 (附上) Appendices: Most Frequency 100 English Sentences in E-mail,不受時(shí)間的限制 No Limit by Time 寫郵件比起通電話，顯得更從容，表達(dá)得更充分，給對(duì)方好的第一印象 Mail is Calmer, Clearer than Telepho

2、ne, Easier to Win Good First Impression 接收郵件時(shí)，較少地受到其他事務(wù)的干擾，交流更有效 When Reply Mail, All the Attention Focus on it, Less Disturbance, Better Communication 電子郵件不如電話和會(huì)面更直接 Email is Less Immediate than Telephone and Face-to-Face Talk 對(duì)于不習(xí)慣于及時(shí)接收郵件的客戶，有時(shí)可能會(huì)誤事 For the Client not Used to Checking Mail Timely,

3、 Email would be Behindhand,電子郵件的特點(diǎn) Feature & Usage of Email,8個(gè)基本規(guī)則 8 Basic Rules,規(guī)則1：清晰的主題Rule 1: A clear subject,標(biāo)題不能空白 Dont leave “Subject” as blank 標(biāo)題要簡潔明了 Make the subject as concise and concrete as you can 標(biāo)題不能出現(xiàn)機(jī)密的，敏感的，無理的信息 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.,規(guī)則1：清晰的主題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.,正確的回復(fù)是D，因?yàn)?The correct answer is D, Because:,規(guī)則1：清晰的主題Rule 1: A clear subject,標(biāo)題簡明扼要 The subject is concise and concrete. 由于是

8、緊急事務(wù)，你發(fā)郵件給David是需要即刻回復(fù)的。因此，有必要在郵件之后跟進(jìn)一個(gè)電話給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.,這個(gè)圈出來的郵件主題恰當(dāng)嗎 Is the Highlighted Email Subject Appropriate? 哪些是不宜寫在郵件主題里的？ What else Sh

9、ould Not be Included in an Email Subject?,規(guī)則1：清晰的主題Rule 1: A clear subject,規(guī)則2：精心構(gòu)思 認(rèn)真撰寫Rule 2: Structured Writing,在郵件的第一段要概述目的 Try to Outline the Purpose of Mail in the First Paragraph 在郵件中羅列出所要探討的要點(diǎn) List All the Points you Need to Discuss in the Mail 依次排序 從重要到次要 Sort by Importance From Major to Mi

10、nor 回答盡可能簡明扼要，1-2行內(nèi) Try to Write as Brief as Possible, Answer with 1-2 Line if Possible. 重點(diǎn)可以用數(shù)字或符號(hào)標(biāo)注 Mark with Numbers or Symbols of Your Focus. 突出重點(diǎn) Use Highlight When You Want to Emphasis,規(guī)則 3：專業(yè)性Rule 3: Be Professional,注意語氣語調(diào) Watch your tone and intonation 正面積極的態(tài)度 Try to Use a Positive Tone as P

11、ossible 少用專業(yè)術(shù)語或縮寫 Dont try to Use Slang or Abbreviation,這封郵件有哪些問題呢 ? What is the Matter with this Email?,規(guī)則 3：專業(yè)性Rule 3: Be Professional,相較“My Dear”， 用Dear+ Name /Title更合適 Instead of Using “My dear”, it is more Appropriate to Address the Recipients Name “Dear Jack”,規(guī)則 3：專業(yè)性Rule 3: Be Professional,不建

12、議過多運(yùn)用被動(dòng)語態(tài) Over Use of Passive Voice Sounds Really Odd and May Create Misinterpretation.,規(guī)則 3：專業(yè)性Rule 3: Be Professional,Please Give me Feedback before 11 May 2011. 14 pm.,你寫信時(shí)憤怒么？ 請(qǐng)先存為草稿，一小時(shí)后心情平靜了，重新打開再?zèng)Q定是否發(fā)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.,應(yīng)付的最好方法為：忽視它！ Best Solution: Ignore It.!,情緒高漲時(shí)避免立即回復(fù)訊息 Dont Reply the Email when You are Upset,規(guī)則 3：專業(yè)性Rule 3: Be Professional,謹(jǐn)慎處理惡意中傷的郵件 Handling Slanderous Email Carefully,小心幽默的使用 Be Careful of the Use of Humor,在缺乏聲音，表情和肢體語言的郵件中，幽默可能會(huì)被誤解 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,專有名詞 Proper noun,公司內(nèi)部用的縮寫 Abbreviations within the Company,行話，網(wǎng)絡(luò)術(shù)語 Slang，Network terms,FYI, Pls , BTW, BR, ASAP,常用縮寫 Common abbreviation,不適用于商務(wù)溝通 Cant be used in business comm

15、unication,非專業(yè)人士不了解 Non-professionals dont know,確定外部人員也了解內(nèi)部縮寫 Ensure that External People can Understand the Internal Abbreviations,選用正式的溝通方式 Try not to Use in a Formal Communication,規(guī)則 3：專業(yè)性Rule 3: Be Professional,規(guī)則4：不要用公司郵箱談?wù)撍绞?Rule 4: Company E-mail is not Private,占用公司網(wǎng)絡(luò)寬帶資源 Occupy the Company Ne

16、twork Broadband Resources,傳送出去的信息可能會(huì)被永久留存 The Message is Reserved at Company Server Permanently,收件人的排 列應(yīng)遵循一定 的規(guī)則 The Recipients Arrangement should Conform in Order,BCC, 即收信人是 不知道BCC的人 嚴(yán)禁使用 Bcc Field is Strictly Forbidden.,CC：僅告知， 收件人可以 不回應(yīng) Dont Expect “CC”- Recipients to React on an Email.,To: 需要對(duì)方

17、回復(fù)郵件,謹(jǐn)慎 使用全部答復(fù) Recipients in “TO”Field, need Reply. “Reply to all” Button is not Anymore Allowed.,在群發(fā)郵件前， 確認(rèn)發(fā)送對(duì)象， 不濫轉(zhuǎn)發(fā)郵件 Dont Use the Group Sending Function, Unless needs to Reply to All This shall Prevent us from Producing too Quickly too many Emails.,規(guī)則5: 區(qū)分收件人、抄送人與秘送人Rule 5: Difference and Usage

18、For TO / CC/ BCC,規(guī)則6：關(guān)于附件 Rule 6: About Attachment,郵件中最好對(duì)附件內(nèi)容加以簡要說明 Youd better Remark the Attachment in the Main Body 附件數(shù)目若超過4個(gè)，應(yīng)打包壓縮成一個(gè)文件 If More than 4 Attachments, Use WINRAR or WINZIP 附件不要太大(如2M以上)，否則對(duì)方可能接收不到 Dont attach too Big File (Above 2M) in case the Opposite cant Receive 如果附件過大, 應(yīng)分割成幾個(gè)小文

19、件分別發(fā)送 If the Attachment is too big, Divided into Several Smaller Files and send Separately 盡量少用不常見的文件格式作為附件，否則對(duì)方可能打 不開附件，或者會(huì)認(rèn)為郵件帶病毒而刪除郵件 Dont use the Seldom Format in case the Opposite cant Open or Delete as Virus 對(duì)附件命名, 方便上傳，下載，保存，管理 Name the Attachment in Order to Upload, Download, Save and Archiv

20、e,郵件需要及時(shí)回復(fù) Prompt Responses are Always Appreciated 理想回復(fù)時(shí)間是2小時(shí)內(nèi)，特別是緊急重要的郵件 The Ideal Reply should be with 2 hrs, especially Urgent Mail 對(duì)于優(yōu)先級(jí)低的郵件可集中在一特定時(shí)間處理，一般在24小時(shí)內(nèi) For the Less Priority Mail, You can reply later by Batch, Normally, within 24 hrs 即使你無法及時(shí)滿足對(duì)方的要求，也請(qǐng)告知對(duì)方事情的進(jìn)展，或者是在跟進(jìn)中 Even if you could

21、not Immediately Handle the Requests, please let the sender Know your Situation and Propose your Follow Up Action,規(guī)則7：及時(shí)回復(fù), 所有問題 Rule 7: Appropriate Response, and Answer All the Questions,出差或休假，應(yīng)設(shè)定自動(dòng)回復(fù)并列明工作接替者 When You are on Business Trip or Vacation, Pls set Auto reply and state the Backup 進(jìn)行針對(duì)性的回復(fù) Customized Reply 回復(fù)不少于10個(gè)字 Reply, no less than 10 Words,規(guī)則7