竞越-有效商务沟通之电邮写作.ppt

1Communication for Results沟通与协调沟通与协调有效商务沟通之电子邮件写作有效商务沟通之电子邮件写作Communication for Results课程公约l 空杯心态l 手机置静音l 勿开小会l 举手发言l 积极讨论l 认真听取他人发言l 记笔记（要点、领悟、行动）2学习的含义Communication for Results沟通与协调沟通与协调光是吸收知识、信息不是学习，真正的学习必定是修正行为，也就是修行、修炼的意思。有效商务沟通之电子邮件写作有效商务沟通之电子邮件写作Communication for Results3Communication for Results沟通与协调沟通与协调有效商务沟通之电子邮件写作有效商务沟通之电子邮件写作Communication for Results 一个人想要成功一个人想要成功!百分之十五百分之十五依靠他的专业技能依靠他的专业技能,但百分之八十五但百分之八十五要依赖他待人要依赖他待人处处事的事的人际人际关关系系(沟沟通通)能力能力!-戴尔戴尔.卡内基卡内基 4Communication for Results沟通与协调沟通与协调有效商务沟通之电子邮件写作有效商务沟通之电子邮件写作Communication for Results课程安排第一章 沟通的基本原理第二章 现代商务活动中的有效沟通第三章 如何写电子邮件5Communication for Results沟通与协调沟通与协调有效商务沟通之电子邮件写作有效商务沟通之电子邮件写作Communication for Results第一章：沟通的基本原理人为什么要沟通？沟通为什么那么难？什么是沟通？6思考?Communication for Results沟通与协调沟通与协调A JadePeak Company他在说什么啊?我凭什么要听他的？我说了那么多你还不懂，你这人太笨了!7思考：两个极端的人？Communication for Results沟通与协调沟通与协调l 请用10个词语形容最容易交流的人？l 请用10个词语形容最难交流的人？l 总结：共同点有效商务沟通之电子邮件写作有效商务沟通之电子邮件写作Communication for Results8我是怎样一个人？Communication for Results沟通与协调沟通与协调l 如果你的同事形容你，又会用到哪些词呢？l 菲尔博士的人格测试 http:/ for Results9（一）、沟通的定义Communication for Results沟通与协调沟通与协调沟通的定义:发送方将“信息”传递给接收方,然后收到接收方的反馈.沟通是一个双向传递的过程.A JadePeak Company听说问沟沟 信息信息 通通 (现状现状)()(工具工具)()(结果结果)Communication communis share/common11（二）、沟通的目的Communication for Results沟通与协调沟通与协调1)将”信息”传递出去2)被理解3)被接收4)得到答复性的行动A JadePeak Company12沟通=？Communication for Results沟通与协调沟通与协调A JadePeak Company全世界有_%的人拥有95%的财富与权力更有_%的人拥有50%以上的财富与权力这部分人之所以成功，主要源于他们善于沟通5113交流中的”漏斗”Communication for Results沟通与协调沟通与协调我所知道的我所想说的我所说的他所想听的他所听到的他所理解的他所接受的他所记住的A JadePeak Company100%90%70%1%-5%20%14沟通的真谛A JadePeak Company 被听到 to be heard 听到 hear 听 listen 会说 how to speak说 speak15Communication for Results沟通与协调沟通与协调有效商务沟通之电子邮件写作有效商务沟通之电子邮件写作Communication for Results第二章：现代商务活动中的有效沟通怎样沟通？有效沟通的必要条件是什么？16(一).沟通的方式Communication for Results沟通与协调沟通与协调A JadePeak Company沟 通语言沟通非语言沟通口头书面声音语气肢体语言身体动作17(一).沟通的方式Communication for Results沟通与协调沟通与协调A JadePeak Companyl 面对面的沟通l 电话沟通l 书面沟通（信函、传真、电子邮件、便签、留言条等）18沟通的三个阶段Communication for Results沟通与协调沟通与协调A JadePeak Companyl 准备阶段l 传递阶段l 确认阶段19A.准备阶段Communication for Results沟通与协调沟通与协调A JadePeak Company在进行沟通之前,首先确定1)您沟通的动机2)您的接收方是谁(听众)3)您要传递什么信息4)哪种沟通模式对发送方传递信息内容和意图、对接收方都比较合适5)哪种沟通模式对您比较适合（发送方）6)何时何地进行好20Communication for Results沟通与协调沟通与协调A JadePeak Company这看上去挺简单的要点，然后失败的沟通往往是因为当事人没有很好执行这些注意项目，忽略了其中的某一点或几点。21B.选择信息传递的方式Communication for Results沟通与协调沟通与协调A JadePeak Company将您采用的传递方式称为“模式”的话，这个“模式”由以下因素决定：1）是否最能传递你的信息2）是否方便3）接收方的数量4）具体的接收方是谁5）接收方在那里6）费用22Communication for Results沟通与协调沟通与协调有效商务沟通之电子邮件写作有效商务沟通之电子邮件写作Communication for Resultsl看电影肖申克的救赎片段 Morgan Freeman 假释成功 Andy和狱警长交上朋友思考与讨论有效沟通的必要条件是什么有效沟通的必要条件是什么23Communication for Results沟通与协调沟通与协调有效商务沟通之电子邮件写作有效商务沟通之电子邮件写作Communication for Results有效沟通的必要条件有效沟通的必要条件l沟通主体的成熟人格l从对方利益点出发 win/lose win/winl尽一切可能的简单24Communication for Results沟通与协调沟通与协调有效商务沟通之电子邮件写作有效商务沟通之电子邮件写作Communication for Results第三章：如何写电子邮件人为什么要沟通？沟通为什么那么难？什么是沟通？25Communication for Results沟通与协调沟通与协调有效商务沟通之电子邮件写作有效商务沟通之电子邮件写作Communication for Results(一）为什么电邮水平很重要？l代表着公司的形象l显示着公司的管理水平、实力l直接影响到客户对公司的感受-评估-信心26Communication for Results沟通与协调沟通与协调有效商务沟通之电子邮件写作有效商务沟通之电子邮件写作Communication for Results（二）怎样才是一封好的邮件General tips案例例一例一尊敬的王女士：主题：对于合并问题的答复主题：对于合并问题的答复全程参加了我司上周的讨论以后，我很高兴的通知您，到4月15日我们就成为豪恩公司的合资子公司了。我们为此付出了巨大的努力，这个结果对于我们无疑是一个非常好的消息，合并的优势主要体现在两个方面：第一，我们将更易被公众所接受，我们的生产资金将更充裕，第二，我们将能更迅速、有效、周到地为我们的顾客服务。为了使您了解更加详细的情况，我们将于3月15日中午，在威尼斯酒店召开全公司范围的午宴，您可以借此了解您所关心的问题。豪恩公司的负责人将回答您提出的问题，将表达他们的诚意。请于3月8日前与我的行政助理张小姐联系，通知她你们对于午餐的要求，比如想是吃鸡、鸭还是鱼。这次宴会是很有意义的，时间比较仓促，我希望您能尽快作决定。期待与您的会面。此致敬礼张楠尊敬的王女士：主题：我们将与豪恩公司合并主题：我们将与豪恩公司合并到4月15日我们将成为豪恩公司的合资子公司。我们为此付出了巨大的努力，这次合并对于我们来讲是一个好消息。合并的两点优势显而易见：1.将有更多的公众接受我们，我们的生产资金将更充裕。2.我们将能更迅速、有效、周到地为我们的顾客服务。您可通过午宴来了解更多详情您可通过午宴来了解更多详情我们将举办全公司范围的午宴，借此磋商我们共同关心的问题。豪恩公司的负责人将回答有关问题，您将感受到他们的诚意。时间：3月15日中午地点：威尼斯酒店午宴供选择的食品：鸡、鸭、鱼下一步下一步请您于3月8日前与我的行政助理张小姐联系，通知她您选择的午餐，期待与您的会面。此致敬礼张楠例二例二讨论：两封邮件的区别有哪些讨论：两封邮件的区别有哪些他们是要合并吗？餐会安排在什么时候？三种用餐选择是什么？哪一封信对于读者来说是来更友好的？哪一封信使你能更快地找到答案？你更愿意读哪一封信？l通过主题传递了最主要的信息通过主题传递了最主要的信息l标题就表达了全部内容，因此不必阅读整封标题就表达了全部内容，因此不必阅读整封信就可以获得关键信息信就可以获得关键信息l作者在段落间留了的空隙，因此文章对比强作者在段落间留了的空隙，因此文章对比强烈，也利于读者眼睛的休息烈，也利于读者眼睛的休息l段落短小、易懂、易读。段落短小、易懂、易读。l句子短小、简单、易懂。句子短小、简单、易懂。l主要信息是用数字列表表示的。主要信息是用数字列表表示的。31导致商务信件失败的细节Communication for Results沟通与协调沟通与协调A JadePeak Company外观不整洁拼写错误长篇大论，词不达意文字之间没有层次分段字面的论战练习：信函结构框架32Communication for Results沟通与协调沟通与协调有效商务沟通之电子邮件写作有效商务沟通之电子邮件写作Communication for ResultsGeneral Tips1.Use a“subject line”that summarizes briefly and clearly the content of the message.Your email may be one of hundreds on the recipients computer,and you want them to read it when it arrives and then find it again easily in their files.33Communication for Results沟通与协调沟通与协调有效商务沟通之电子邮件写作有效商务沟通之电子邮件写作Communication for ResultsGeneral Tips2.Use short,simple sentences.Long sentences are often difficult to read and understand.The most common mistake for learners of English is to translate directly from their own language.Usually the result is a complicated,confusing sentence.34Communication for Results沟通与协调沟通与协调有效商务沟通之电子邮件写作有效商务沟通之电子邮件写作Communication for ResultsGeneral Tips3.One subject per email is best.The other person can reply to an email about one thing,delete it,and leave another email in their“inbox”that needs more time.35Communication for Results沟通与协调沟通与协调有效商务沟通之电子邮件写作有效商务沟通之电子邮件写作Communication for ResultsGeneral Tips4.Be very careful with jokes,irony,personal comments etc.Humor rarely translates well from one culture to another.If you are angry,wait for 24 hours before you write.Once you press“Send”you cannot get your email back.Only write what you would be comfortable saying to the persons face.36Communication for Results沟通与协调沟通与协调有效商务沟通之电子邮件写作有效商务沟通之电子邮件写作Communication for Results（三）电子邮件写作基础1）格式2）内容3）语言1）电邮的通常格式 From:写信人电子邮件地址To:收信人电子邮件地址 Cc:抄送收信人电子邮件地址主题摘要（Subject）URGENT急件标示方法称呼 Dear XXX（Salutation)开头（Beginning)正文（Body)(Reasons for writing)(Request for action)结尾（Ending)Sincerely,礼貌结束语（Complimentary Close)写信人全名（Writers Full Name)Director,Marketing Dept.写信人职务及所属部门（Writers Title and Department）Burton&amp Body-introduction/referenceYour kind letter of Saturday arrived this morning.I have the pleasure of informing you thatWith great delight I learn thatI am writing to ask if you can do me a favor.I am sorry it has taken me so long to reply to your last letter,butAs I have not heard from you for so long,I feel anxious.What a surprise it was to get a letter from you after all this time!How nice it was to hear from you at last.Thank you/Many thanks for your letter of June 3rd.Usually used expressionsBody-conclusionIf you want more information,please be sure to write me again.Thanks again for your kind thought.Looking forward to seeing/hearing from you soon.Please give my love/regards/best wishes toUsually used expressions格式要点格式要点l 形成视觉框：在邮件的四周留下不少于形成视觉框：在邮件的四周留下不少于2 2厘米的空厘米的空白。这些空白在文字周围形成了一个视觉框。白。这些空白在文字周围形成了一个视觉框。l 把段落限制在把段落限制在5-75-7行内，段落间留出双倍行距。行内，段落间留出双倍行距。l 标题全部使用粗体。标题全部使用粗体。l 重要信息用列表表示，但不要太多。重要信息用列表表示，但不要太多。l 并不是所有的邮件系统格式都相同，要注意电子并不是所有的邮件系统格式都相同，要注意电子邮件中的图表往往会出错。可以把图表按附件发送。邮件中的图表往往会出错。可以把图表按附件发送。2）内容（结构模型）情境 1-3句话，写数字或者对方熟知的事实冲突 问题点，危害双方的什么利益？解决方案 挽回双方的什么利益？要求 希望对方做什么动作/反馈？签名签名l根据签名的大小，留下四至五行的空格。根据签名的大小，留下四至五行的空格。l千万别忘记了签名千万别忘记了签名l秘书或助理代写的信，主管一定要审核后秘书或助理代写的信，主管一定要审核后签名，这是对客户和收信人的尊重。签名，这是对客户和收信人的尊重。如果忘记签名，收信人会怎么想？如果忘记签名，收信人会怎么想？签名（例一）签名（例一）人事行政部人事行政部/张楠张楠公司：深圳市豪恩电声科技有限公司公司：深圳市豪恩电声科技有限公司地址：深圳市宝安区龙华镇同富裕工业园地址：深圳市宝安区龙华镇同富裕工业园17栋栋邮编：邮编：518109电话：电话：86-755-28030775传真：传真：86-755-28030747邮箱：邮箱：网址：网址：日期：日期：2005-06-20 09:37:14签名（例二）签名（例二）黄黄 英英 Huang Ying 竞越顾问公司（深圳）竞越顾问公司（深圳）公开课程部公开课程部地址：深圳市南山区桃园路地址：深圳市南山区桃园路171号发展银行大厦号发展银行大厦 11C 室室电话：（电话：（86 755）2606 3457/2656 4459-公开课程部公开课程部传真：（传真：（86 755）2656 5143邮箱：邮箱：huangyingfirst-网址：网址：http:/www.first-竞越学习，快乐无比！竞越学习，快乐无比！发送附件要考虑对方能否阅读该文件。给人细心、体贴的感觉，而且让人意识到这个文件的重要性。小心使用附件功能：附件越大，下载时间就越长，占用收件人电脑空间就越多。有些附件可能毫无必要，也许收件人已经有了。传真或者邮寄那些冗长的附件。附件3)语言4C rulesTo write an email with the best effect,you may follow the 4C rules.Clear 清楚Concise 简洁Correct 准确Courteous 礼貌Clear Concise CourteousCorrect Clear 清楚Try to avoid long involved paragraphsMarried to a former war correspondent who is now writing fiction,she is living with him and his family in New York and studying voice and dancing prior to going to Hollywood in the Spring for screen test.She is married to a former war correspondent who is now writing fiction.They are now living with his family in New York.She is studying voice and dancing,and will go to Hollywood in the Spring for a screen test.Concise 简洁To be a concise email writer,you should start now to eliminate clutter or nonsense words and phrases,repetition and redundancies.Although it is our policy to accept returned merchandise that is in good condition,returned merchandise that is not salable cannot be accepted.We accept only merchandise that can be resold.Correct 准确Pay attention to your spelling and avoid vague expressions.Do wholesale has a positive impact?This will give us enough time to reach some meaningful conclusions.Does wholesale increase our profits.This will give us enough time to determine our budget.We will deliver your goods soon.We will be able to deliver your goods hopefully by the end of June.Courtesy plays a key part in helping you gain your ends.Avoid insults and sarcasm.Avoid rude demands.Avoid negative implications.Do you think you could possibly send me the correct size this time?Would you please replace the dress with one of the correct size?I want you to send me,I need a copy of Would you please send me I take the position that I think youll find that Courtesy 礼貌Courtesy plays a key part in helping you gain your ends.Avoid suspicion.We received the email of 7 May in which you claimed that the robot was faulty at the time of purchase.We have noticed in your email of 7 May that the machine was faulty at the time of purchase.If the commodities were damaged in transit,as you allege,we will be responsible for them.As you mentioned the commodities were damaged in transit,we will be responsible for them.Courtesy plays a key part in helping you gain your ends.Avoid blamingObviously,you forgot to send us the report by registered mail.We did request that you send us by registered mail.Why didnt you read the instruction before using the machine?You are requested to read the instruction before using the machine.Courtesy plays a key part in helping you gain your ends.Avoid talking down.In a company as large as ours,we seldom take an order of less than 2000 items.Please notice that it is not our common practice to take an order of less than 2000 items.You must visit our office next week.Please visit our office next Tuesday.Being direct and brief or being indirect and polite Compare these two emails:Subject:My ideas following last Fridays meetingIn the attached Word document youll find my thoughts about the marketing plan that we discussed in last Fridays meeting,and in particular my response to Jennys points about needing a new type of packaging to appeal to a younger age group.I think she raised some important issues,and so Im circulating these ideas to everyone who was present at the meeting.Please insert your comments in the attached document and email it back to me as soon as possible.Subject:Ideas for packagingWe need a new type of packaging as we all agreed in the last meeting.My ideas are in the attached document.Comments please asap.Direct or indirect comparisonCan/Could you?(request)Can/Could I?(permission)Can I/Shall I?(offering help)What about/Shall we?(sugg)Could you possibly/I was wondering if you couldI wonder if I could/Is it all right if I Do you need any help with/would you like me toPerhaps we should/Why dont we练习：案例介绍：由于市场原因，TG客户从2011年11月起有大批货柜滞港，在目的港产生高昂滞港费和码头费。2月26日，客户来电话说，近期收到的4个柜MSC的提单，船公司拒绝像往常一样对滞港费打20-30%折扣，4个柜需要支付约15,500美元费用。客户请求我们协助。此时，客户对方码头还有MSC公司约43个柜已经超过船公司给予的28天免堆期，并产生更多滞港费。57Communication for Results沟通与协调沟通与协调有效商务沟通之电子邮件写作有效商务沟通之电子邮件写作Communication for ResultsThank you!