S3.温暖又高效的邮件开头（Opening）

1.寒暄与回应：传递温度

a.寒暄（Pleasantries）：简短问候

久未联系的简短问候：大部分是不需要，如果确实久未联系还是需要一下

• How have you been？i hope you have been well。

• How are you doing？

• I hope all is well

• Greeting from China

• Happy Hoildays！

• I hope you have had a great holiday

发邮件给陌生人时的简短问候，会让收件人觉得你和其他人不一样。

• Dear Professor Parsons，

• How are you？This is Chen Jianwei From China Institute of industrial relation。

b.寒暄（Pleasantries）：提及之前的沟通交流

• Thanks for calling last week. It was nice speaking with you.

• It's nice catching up the other day.【Catch Up：互相告诉对方自己的近况】

• I hope you have had a great trip to Thailand.

• It's wonderful seeing you again at the TD conference in March. I totally enjoyed our chat.

c. 回应（Acknowledgement）：表达感谢或者理解

• Thanks for your email.

• Many thanks for the information, It's very useful.

• Thanks for reaching out to us. We understand yor request.

• Thanks for responding so quickly. I appreciate it.

d. 回应（Acknowledgement）：表达歉意

• Sorry for the late reply.

• Sorry for responding a bit late.

• Sorry for the slow response. I am still new in this role and was a bit overwhelmed.（可以稍作解释）

• My apologies for not getting back to you sooner. I was busy catching up on a deadline yesterday.

先做人，再做事（Communicate first as a person, then as a professional），先做一个基本的温度的传递同时照顾对方的感受，让对方看邮件的时候心态更为平和和开放。

2. 开门见山：降低理解成本

切入邮件的实际内容

铺垫式的开头会让人看起来特别辛苦也给人一些错误的误导.

a. CRM软件的用户发给软件的供应商

Hi Bob,

Recently we encountered some problems when using the new CRM system. We were trying to export clients' information but there were some errors in the exported data ...

开头描述软件使用不便，会给人软件不好用的错觉，但实际想要寻求供应商的培训。

b.项目经理发给公司高管

Dear Amanda,

So far the Chengdu project has been going well. The local government is very supportive and has offered us a lot of help.

In the meanwhile they have some new requirements to us ...

开头描述项目进展顺利会给人一切顺利的错觉，实际却想请求经理与地方政府联络感谢。

开门见山的写法：开头告知目的，再提供背景信息

对方理解起来更加轻松，开头写明目的意图后对方会带着这样的目的继续往下看更容易理解后面的内容，而且告知目的的开头通常会比较短，显得比较简洁。

Hi Bob,

I wonder if we could have some further training on the new CRM system.

Recently we encountered some problems when using the new

CRM system. We were trying to export clients' information but there were some errors in the exported data...

Dear Amanda,

How are you? I am writing to ask if you could possibly visit Chengdu next month to attend a meeting with some local government officials.

So far the Chengdu project has been going well. The local government is very supportive and has offered us a lot of help.

In the meanwhile they have some new requirements to us ...    

每封邮件都会有沟通目的，常见的目的：

• 告知：let you know, inform, announce, report, share information, keep you posted

• 请求：ask for, need, request

• 提出想法或建议：share thoughts or ideas, propose,recommend，suggest

• 确认: confirm, double check

• 解释：explain,clarify

• 感谢: Thank, praise, show appreciation

写邮件时只需把目的提炼出来，放在邮件开头即可。

开门见山的开头例子：

• This is to ask for your advice on social media marketingI was wondering if you could share with us your expertise on campus recruiting

• I am writing to announce that the new lab will be put into use on April 15th

• We would like to invite you to be a speaker at the TD conference in May 2020

• Just a short note to confirm whether you still need this document

• I have a quick question (May I ask you a few questions?)

注意：

• 尽量采用具体的动词而不是宽泛的动词：因为宽泛的词汇对方依然不了解你的具体意思，具体的词汇便于更好的理解

修改前：I would like to communicate about buget.

修改后：I would like to share some thoughts on the budget

修改前：I wonder if we can discuss the proposal

修改后：I wonder if we could make some minor change to the proposal.

• 如果邮件有多个目的，开头时一并告知

Dear Customers,

This is to let you konw we are conducting a survey on customer satisfaction and we need your input to help us share you better

担心太直接是否会显得不礼貌时，可以选择比较委婉礼貌的措辞。

小结：

开头的寒暄和回应：传递温度和照顾对方感受

• 简单问候：How have you been?I hope you have been well

• 提到之前的沟通或交流：I s nice catching up the other day

• 表达感谢和理解：Thanks for the information.l appreciate it

• 表达歉意：My apologies for not getting back to you sooner. / I was busy catching up on a deadline yesterday

开门见山：提供方向感和确定性

• I wonder if we could have some further training on the new CRM system

多用明确具体的动词和开头告知全部目的

• This is to let you know we are conducting a survey on customer satisfaction and we need your input to help us serve you better