原创： 王参谋 王琼工作室 输出的力量
商务英语写作：邮件内容
笔胜于剑，落笔无悔：点开商务英语写作的金手指。大家好，我是王参谋。今天我想分享高效商务英语写作的第四个窍门——邮件内容的基本法。
七个基本场景
我们一般有七个基本场景可以建构邮件写作的内容：
方 法
➀ request for action：如何要求行动？
✎As I know you are extremely busy, and to assist you in scheduling, I have attached a list of our deadlines for the next month.
✎To ensure timely completion of your project, we will need to clarify the following:
✎In order to meet the time target, the delivery time has been fixed. Therefore, we would like to have some people from your organisation to finalise the needs for mentioned items.
从这三个例子可以看出来的基本手法是：
需要对方采取行动配合，就一定要把截止时间、具体行动等要求说明白，这是最有效的方法。
➁ solve the problem：如何解决问题？
✎That means we will adjust Retained Earnings to XXXXX USD in the test, and the difference at XXXXX USD will be included in Year Result of Y14.
✎Perhaps you overlooked the limited time for refunds as described in our advertisement.
✎Therefore, I strongly recommend we sign a purchase requisition as soon as possible to solve the customer issues.
如果需要解决问题，就要直切主题，说明方案，而不是喋喋不休找责任方。先说办法，以后有必要再去探究责任。
所以表达中多用：我建议，我们的解决方案是……
➂ reply the complaint or criticism：如何回复投诉或者批评？
✎All these measures will take effect in two weeks. Please accept my apology for any inconvenience that might have caused you. We are looking forward to your feedback. If you have any questions or suggestions, please feel free to contact me at 12345678.
✎Thank you for your comments on our product. The blackened material you found is not harmful although I can fully understand your dissatisfaction at finding it.
✎We do value the quality of our products and will continue to make every effort to prevent such things from happening.
对于投诉和批评邮件的回复，尽量先少解释，越解释，可能越让人生气。尽可能先表示感谢，然后快速提出建议和方案，少找理由，多提办法或者承诺。
当然，有时也不能马上就说I am sorry 或者，we apologize之类的话，因为需要调查研究，甄别责任。这些话应该少说，如可能，还需要给公司的法务、公关部等部门争取时间，进行调研，由他们作为公司的出口来统一回复。否则，可能会给公司造成伤害或者不必要的法律纠纷。
➃ write NO：如何表达“不”？
✎I fully appreciate your concerns, but this issue should be taken care of by… You may want to contact them for further information. Should there be anything I can help with, please let me know.
✎I believe the Indian engineers have a clearer picture on that matter.
✎Thank you but we are not in the position to…
由于文化的原因，交流的习惯，很多中国同事说话比较委婉，不想接手的任务，但又不好意思说“不”，结果心里不情不愿，行动上哆哆嗦嗦，最后谁也不满意。
所以，在回复中，还不如直率表达，让对方理解自己的沟通风格，避免猜疑。
➄ write bad news first：如何先告知坏消息？
✎Unfortunately, one measure that needs to be taken is to downsize. While allowing early retirement to help with the reduction in staff, I am sorry to announce that sixty people will have to be let go by June 30.
✎I must inform you in the first place that we have lost a potential big order in Shanxi with China Mobil.
✎Solutions must be recommended to resolve customer complaint.
写坏消息，首先要迅速亮出一个sign post——标示牌，Unfortunately, I am sorry, must be taken care of，等等。就像是开车一样，指示前方200米有悬崖。
所以这些词一出现，就立刻标示着后面不会有太好的消息。
此外，现在商务英语中还有一个现象，越来越多的被动语态往往用来表示无奈、坏消息，表示被迫。
上面第一个例子里就是一个公司的总经理发的员工裁员通知，其中大量运用了被动语态，表达出虽不希望出现，但也被迫实施的动作和心态。
所以，被动语态在商务英语中的应用值得我们多学习，多总结。
➅ write good news first：如何先分享好消息？
✎I’d like to announce with great pleasure that we shall launch our latest version on…and Mr. President will attend such a grand ribbon cutting ceremony.
✎Our Home Mortgage Loan eases the stress of buying property. Our terms are very competitive. The flexible repayment schedule enables you to budget your expenses. In addition, it gives you a clear picture of your financial commitment for the whole period.
✎Our new Premier account has many benefits.
表达好消息的话，要尽量给出价值、利益、可行性、乐观之处，赞美之词，从而营造一个高兴快乐的氛围。让写信人和收信人能够通过邮件感受到彼此的祝福、善意、喜悦、获益。
➆ be firm and friendly：如何做到温柔而坚定？
✎Please be kindly find the following request. We do need it clarified by this Friday (Sept. 22) so that we can report it to our counterpart and possibly the management.
✎The earlier attention to this matter will produce prompt response, which will be highly appreciated by us.
✎I wonder if you could help us to debug this programme in the simulation. Your expertise is our great resources to rely on and with it, we are confident the problem will be solved soon.
这是邮件写作的最高境界：温柔而坚定。以上的例子里都表达了友好地提醒，但也清晰而坚定地提出了建议和要求。
所以邮件写作需要快速而有效，专业又得体。希望以上七个场景的基本法能够帮助到你。
笔胜于剑，落笔无悔，点开商务英语写作的金手指。期待下一讲与你再见！
王参谋
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