Introduction
n What is a Good Business Email?
n A good business email is one that can clearly & effectively deliver your intention, meaning, background/or reason.
n永远牢记商业书信不是在写情书，应该明确地点明你的来意。客套话能省即省。
Why are good business writing skills important?
n 1.Customers see your writing more than they see you.
n 2.Good writing skills show that you really care.
n 3.Good writing skills contribute more forcefully to arguments/persuasion/selling.
n 4.Good writing skills reduce risk of losing a customer or damaging a customer relationship, and foster good relationships with colleagues.
n 许多人虽然与客户通了无数的Email,但彼此可能未曾谋面。因此一份合宜的商业书信不但可以帮助你建立正面的形象，也可以避免因语言隔阂造成争端或破坏与上级与客户间的友好关系。
商务英语电子邮件写作应遵循的5C原则
n Correctness 正确 称谓、用词、邮件主题
n Conciseness 简明 内容简明扼要
n Completeness 完整 有头有尾（问候语&结束语）
n Clearness 清晰 将内容讲清楚
n Courtesy 谦恭 态度友好真诚
常见的商务英语电子邮件
n①写信人Email地址、收信人Email地址、抄
送收信人Email地址、密送收信人Email地址。
n②主题（点明邮件主旨）
n③称呼、开头、正文、结尾句。
n④礼貌结束语。
n⑤写信人全名、写信人职务及所属 部门、地址、电话号码、传真等。 n商务信件中要特别注意称呼的礼貌得体。
n 如不知对方姓名只知头衔，可用 Dear + Title 作为称呼或
Dear Sir/Sirs, Dear Madam/Madams, Dear Sir or Madam;如只知对方 姓名不知性别，可用Dear+全名；如邮件为一封通函，则用Dear All作为邮件称呼。
n 正文应结构清楚，便于阅读，如内容较长，可使用小标题、小段落、星号、下划线等 方式使邮件眉目清楚、一目了然。一般包括三部分： 第一部分是开头，需要开门见山地说明写信的原因和目的。
n 如果是回信，还要说明何时收到对方关于什么内容的信。第二部分是信的核心和主要内容，把开头提出的问题进行充分的说明和解释。
n 第三部分是信的结尾，通常以礼貌的祝福或者愿望来结束。
注：齐头式结构，在商务英语中比较流行。因此整篇邮件顶头写，前端不需空格。
商务英语电子邮件的基本格式
n Dear Mr. xx/Mrs. xx/Sir/Madam/all,
n正文
n Best Regards, /Yours Sincerely,
n XXX
Example
Dear David and Steve,----------(Salutation) 称谓 Good afternoon.
On May 10, 2010, a raid action against this target was conducted. On site, totally 77 boxes and 7200 meters UTP Cables were seized. Please provide us with verification report and price certificate. Samples would be sent to you soon. Thank you.
Should you have any comments or suggestions, please contact us at any time.
Best Regards,-----------(Complimentary Close) 问候语 Sincerely yours/ Yours truly/ Best wishes
Piggy Zhu--------------(Signature)
Shanghai GreRoyalt & Co.,
2505, Universal Mansion
168 Yu Yuan Lu, Shanghai 200040 Tel.: +86 21 5108 2633 fax.: +86 21 6249 3321
ATTENTION！
1. 顶格，段落之间空一行。英文邮件，标点符号后需空一格。慎用带感情色彩的标点符号，例如“！”。
2. 字体可使用默认字体，建议中文使用宋体，英文使用
Times New Roman,字号为小四，切忌字体混用。字体无特殊
情况无需加粗。必要时可使用红、蓝两色字体起到强调作用。
3. 不要随便标注邮件重要性。
4. 邮件主题需点名邮件内容，且同一主题的邮件只讨论与此主题相关的事情，不要牵扯到其他方面。
5. 回复邮件需明确，有条理，务必将对方的问题全部解释清楚。
6. 最好将附件命名为其内容主旨，且在发送之前自行检测附件内容。
7. 语言需正式，通顺。
错误示范
Hi,
① I'm sorry about this. ② Now, we have been clear about the problem about our system. ③ There is a new colleague joining our team, and he will arrange for checking the system. ④ Because he is busy with another requirement now, he will give us the optimal plan after finishing that one. Regards!
修改
n 整片邮件的格式(称呼、落款等)不规范，英文书信中标点后面必须空一 格。
n ①语句不完整，this指什么？
n ② 同一个句子中连续出现2个about, 重复。后一个应该为of,表示从属关系。
n ③ ④语句表达不合理，在发信方对于出现的问题十分焦急的情况下应告知对方承诺解决的时间以及相应的计划等，不能用责任人不在或没有时间来推脱。
Dear Mr.XXX,
I m sorry about the problem of our system. I sincerely apologize for it and
we’ll try our best to solve the problem in a week. (此处可加上具体的解决方案)Please contact me if you have any question.
Best Regards, XXX
Use the Right Greeting:使用正确的称呼。
n 尽管用 “Hey”作为写给朋友的电子 邮件开场白没有任何问题，但最好不要用这种方式给潜在的商务伙伴写信。
n 另一方面，使用非常正式的传统开场白。”Dear Sir”也已经过时了，最好写成 "Dear Mr. / Ms." 后跟那个人的姓氏。同事之间，通常可直呼其名，如"Dear John"。
n Keep it Short and Clear: 使邮件简洁明了。有些情况下可能需要用华丽的词藻和复杂的句式来彰显你的聪明才智。而在用英语写邮件时，清晰、有条理 的方式才是最佳选择。在邮件的第一段清楚表明写信的目的，保证每段中都 有代表核心观点的中心句。使用类似“first,
second, next, and finally”的词引导读者你 所要表述的每一个观点。可以用"If you have any other questions please feel free to contact me."来结束邮件，可以为对方创造进 一步交流的前提。 Be polite and tactful:
懂得谦逊和准确传达信息的重要性。"I want."之类的词 能避免则避免出现，相比之下，"I would like"显得更尊重对方。又如"I am interested in"是提出请求建议或寻求意见的好方法。 电子邮件正确结
尾： "I am looking forward to your reply," "Thank you,"或者 "Sincerely" 都是给收信人留下好印象的结尾方式。
Salutation称谓
n Mr./ Mrs./ Miss/ Ms.
n Last name/ family name/ surname
n first name/ given name
n Dear / Hi
n Sir/ Madam
n Dear Sir/ Madam
n To whom it may concern
Reference for Beginning 邮件开头
n with reference to your job post on the internet,
n regarding your letter of July 10,
n about your phone call today,
n Thank you for your letter of August 5,
Reasons for Writing邮件的目的
n I am writing to inquire about ...
n I want to clarify the details ...
n I would like to confirm...
n I suggest that we should set up a meeting...
n Attached please find...
Request for Action 请求对方行动
n We would be grateful if you could…
n I would appreciate if you can…
n Please make sure you can…
n Could you please let me know what you think?
n Please send it back to me by tomorrow.
Closing Remarks 结束语
n Thank you for your help
n Please contact us again if we can help.
n If there are any problems, please...
n I look forward to hearing from you soon. /meeting you next Tuesday. /seeing you next Thursday.
Polite Closing礼貌性结语
n Your sincerely
n Sincerely,
n Best wishes,
n Best regards,
n Regards,
n All the best, Cheers,
常用缩写
n ASAP = As Soon As Possible 尽快
n FYI = For Your Information 你要的信息
n PLS = Please 请
n BTW = By The Way 顺便
n P.S. = Postscript 附言
n i.e. = that is 即，也就是说
n info. = information 信息
n n/a = not applicable 不适用
n Qty = quantity 数量
例句
n 1.Initiate a meeting 发起会议
n I suggest we have a call tonight at 9:30pm (China Time) with you and Brown. Please let me know if the time is okay for you
and Ben. 我建议我们今晚九点半和Brown小聚一下,你和 Ben有没有空?
n I would like to hold a meeting in the afternoon about our development planning for the project A. 今天下午我建议我们就A项 目的发展计划开会讨论一下。
n We’d like to have the meeting on Thur. Oct 30. Same time. 十月三十号(周四),老时间,开会。
n I want to talk to you over the phone regarding issues about
report development and the XXX project. 我想跟你电话讨论下报告进展和 XXX项目的情况。
Seeking for more information/feedbacks/suggestions
咨询信息/反馈/建议
n Thank you and look forward to having your opinion on the estimation and schedule. 谢谢你,希望能听到更多你对评估和日程计划的建议。
n Look forward to your feedbacks and suggestions soon. 期待您的反馈建议!
n What is your opinion on the schedule and next steps we proposed? 你对计划方面有什么想法?下一步我们应该怎么做?
n Feel free to give your comments. 请随意提出您的建议
n Any question, please don't hesitate to let me know. 有任何问题,欢迎和我们联系。
n Any question, please let me know. 有任何问题,欢迎和我们联系。
n Please contact me if you have any questions. 有任何问题,欢迎和我们联系。
n Please let me know if you have any question on this. 有任何问题,欢迎和我联系。
n Your comments and suggestions are welcome! 欢迎您的评论和建议!
Attachment 附件
n I enclose the evaluation report for your
reference. 我附加了评估报告供您阅读。
n Attached please find today's meeting notes. 今天的会议记录在附件里。
n Attached is the design document, please review it. 设计文档在附件里,请评阅。
n For other known issues related to individual features, please see attached release notes. 其他个人特征方面的信息请见附件。
Thanks note 感谢
n Thank you so much for the cooperation感谢你的合作!
n Thanks for the information 谢谢您提供的信息!
n I really appreciate the effort you all made for this
sudden and tight project. 对如此紧急的项目你们做出的努力我表示十分感谢。
n Thanks for your attention! 谢谢关心! Your kind assistance on this are very much appreciated. 我们对您的协助表示感谢。
n Really appreciate your help! 非常感谢您的帮助!
邮件自动回复
n Thank you for your email. I’m out of the office and will be back at (Date of Return). During this period I will have limited access to my email.
For immediate assistance please contact me on my cell phone at (your cell phone number).
Best Regards,
Your Name
To improve your Business English Skills 如何增强你目前的商用英文程度
n Focus on English for the specific purposes you need in your field. (针对你的需要,然后持续深耕这个特定的领域)
n Understand that spoken and written language is very different.
(要明白口语英文和书面英文可是不同的)
n Focus on being aware of and looking for phrases(collocation) whenever you are reading in English or listening to English.
(当你在阅读或听到一句英文时,多注意文字的关联性和使用的片语)
n Put some “pleasure” back into studying English: Always reserve some of your “study” time just for reading for just fun.
(最后,就是所有的老师都会传授你的一項秘诀: “乐在学习”)
Homework 作业
n写一封Email, 假设你是某个地产公司的秘书，告知你们在巴黎的合作伙伴你们的总经理约翰格林将于六月2日到7日到达巴黎，处理有关在那开样品房的 事宜，他会于六月3日下午2:00点拜访他们。请他们告知这个时间是否方便。 如不方便，请建议具体时间。
Dear Mr./Ms,
Mr. John Green, our General Manager, will be in Paris from June 2 to 7 and would like to come and see you, on June 3 at 2.00 p.m. about the opening of a sample room there. Please let us know if the time is convenient for you. If not, what time you would suggest.
Yours faithfully,
XX
THANK YOU
