前言
To fail to plan is to plan to fail. 不做任何计划等同于计划着失败。
邮件的语气（Tone）:你要达成的目标是什么？
邮件的内容（Content）: 你要提供什么信息来达成目标
邮件的结构（Structure）: 这些内容应该按什么样的逻辑组织起来
第一章：基本技能篇
挑战一：完美笔下的细节 - 不是因为粗心，而是因为你不知道
Subject: Accepting Job Offer
Dear Mr. Li,
I was delighted to receive your job offer.I am pleased to accept your offer of the position of Sales Assistant for Southern China area at DB.
Being a part of DB has been my goal from the beginning（...是我的愿望）. I am so looking forward to tracking,investigating, and reporting sales information for the twelve sales managers in Southern China. After checking out on（仔细阅读） the literature(材料) you sent over, I did not find the information of training/mentoring system and career advancement opportunities at DB. Would you mind explaining them to me a little bit?
I believe this will be a mutually rewarding and long-lasting relationship（互利而持久的关系）.Thank you again for acknowledging my skills and experiences.it will be a great match!
写邮件前：
以下情况不要选择邮件来沟通
* 当处于激烈的情绪中时，（不要写邮件，不要做出任何重要决定）
*当公司里政治气候敏感，邮件又涉及到立场的
*当此话题需要多方在一起讨论时
*当涉及个人隐私时
*当事情紧急，你需要立即用电话回复
写邮件中：
* 控制附件的大小，尽量不带附件，将附件的内容粘贴到正文
*每封邮件只专注解决一个问题
*尽量使用短段落，每个段落只表达一个意思点
*使用小标题和清单
*尽量不要使用缩略词
写邮件后：检查，检查，再检查，不要犯拼写和文法的低级错误。
挑战二：有了人手好办事，向上司要资源
Subject: Need More Staff for Renovation Project
Dear Lester,
Thank you for trusting me to lead Shanghai office renovation project. The strategic assignment will engage my talent（充分发挥我的才能） of program management in administration field. In order to successfully complete the project. I need additional staff. 开门见山提出要求
Background 将原因放在背景中，用事实说话，有理有据
As you know, ... Whose hands are already full（她的工作量已经满了）, Besides,.... Therefore,
I don't mind working extra hours, but the bottom line is the quality control of the project.
Solutions
There are three options for you to consider to gain the needed staff:
1.We pick three staff with administration experience within DB and assign part of their workload to this project.This cost the company less,since there is no need to pay for recruiters.
2.We hire two new full-time employees on a six-month contract from an external pool of candidates. This ensures the current staff keeping their regular job duties.
3.We combine both ways:get two part-time employees form inside and one full-time outside.
Shall we start the project on my suggestion as a test?We can adjust the details as the project evolves.thank you for your consideration!
好的邮件标题：Brief (简洁)+informative (有信息) ，第一个字母大写 EOM：End of Message. 表示没有正文
挑战三：向从未谋面的同事求教 - 除了礼貌谦虚之外的技巧
Subject:Seeking Your Expert Advice Please
Dear Mr.Nove,
This is to sincerely seek your expert advice on office renovation project.
I am Lala Du, Sales Administrative Assistant in Shanghai office.It is a shame that (很遗憾)I have not got a chance to contact you even though we are in the same field within DB.But I have heard a lot about you, and especially about your outstanding achievement on the renovation project in New York office last year.
Due to lack of hands（缺人手）,I was appointed to organize the renovation for Shanghai office. It is the first time for me to take such an important and challenging task. So your valuable advice would be very much appreciated.
Would it be possible to talk with you on phone for about 15 minutes next week?I look forward to the suggestions on the budget, procedure,personnel, and other issues you think worth mentioning.
If you are not the best person for me to contact,then I do apologize and would be very grateful if you could direct me to the correct person.
Thank you for your time.
挑战四：金字塔结构-组织思维的必杀技
Subject: First Stage Work Plan for Renovation Project
Dear Lester:
This is to send you my work plan during the first stage of renovation project: January 1,2013-March 31,2013.
1.Conduct upfront(预先的，提前的) research on the office building.
- The condition of the building and its ability to support any renovations.
- The age and operating condition of mechanical and electrical systems
- The quality of existing utilities.
- The accuracy of past site evaluations
- Any historic elements
2. Put together（组件） and effective team.
- An architectural and interior design team
- A qualified, reputable general contractor
3. Determine budget.
- All available funds
- Contingency funds（应急费用）
4. Develop a realistic schedule.
- The date that the new office must be ready
- Sufficient time for each project phrase
I believe my proactive planning will help sidestep（避开） the headaches that might otherwise plague（危害，阻碍） the project. I look forward to meeting you for more discussions sometime before Friday.Would you please give some time slots when you available?Thanks you!
Conclusion first 结论先行
Reason 1: details a,b,c
Reason 2: details a,b.c
Result: 再次强调结论
挑战五 - 打造专业的工作进度报告
Subject: Progress Report:7/15/2013 - 7/19/2013
Dear Lester,
Here is my progress report for the week of July 15 to July 19,2013.
Completed
- Repaired the cracks in the wall in the 1st floor Conference Room.This took one full day.
- Urged everyone to finish the annual reviews and collected the forms from all the departments. This took one and half day.
In progress
- Translating the company manual to English.Estimated completion date: July 29,2013
- Posting hiring ads at three local newspapers and four online platforms. Estimated completion date: July 27,2013.
-Preparing for table tennis contest.Estimated completion date:July 22,2013.
To Do
- Purchase a new industrial floor polisher.
- Install the new energy-saving light bulbs in all working areas.
- Organize the training course of Effective Communication in Workplace.
挑战六：大家齐力来搬家 - 组织跨部门合作
Subject :We are Moving Next Monday
Dear all,
I am writing to ask for your cooperation on our moving plan. I believe this temporary moving will significantly enhance the renovation speed and guarantee that you enjoy a better working environment sooner.
here are the details of the moving.
Procedure
1.2,3
Time
1.2,3
Emergency Contact
Helen Huang is responsible for the moving project.Her call phone is ***.
After this moving, the renovation will go on about 4 months.You have been so supportive all along.You adherence to the above is much appreciated.
挑战七 两招应对抱怨不休的同事-表明态度，做出行动
Subject: Everlasting Renovation Causing Noise
Lala,
I wouldn't normally go to you about noise issue,but at this point,I have no other choice.
Three months ago, we received a notice that the office will be under renovation. We got the impression that the renovation would be over very soon.But now there is no sign of completion. As you know, the major part of our daily work is to make customer calls. the loud noise sometimes make the phone conversation impossible and drove us crazy.
We need to resolve this problem quickly. If you can tell the workers to come at off-work hours, that will be great.
Regards,
Julia
Subject:Solving Noise Issue
Hi Julia,
We were dismayed to learn(我们很遗憾的得知) that the renovation noise disrupted your work recently. Thank you for bring the issue to my attention.I am sorry that the renovation takes longer that we expected.
As I mentioned during our conversation, the change of contractor delayed the whole process.the contractor we are working with right now have proved to be responsible and professional. We are sure the renovation will only be going on for another three weeks.
May I suggest two solutions? You can move to the second floor to share the office space with Sales Department, or you can apply for tele-commuting for the next three weeks.
Please let me know how you would like us to proceed, and we will take care of it immediately. Thank you for your understanding.
不管何时，都要用正面（Positive）的语言
挑战八 ：谢谢你，给我帮助 - 有来有往，来日方长
Subject: Thanks for Your Cooperation
Dear all,
We could never have completed the office moving on time without your assistance.Thank you for all the hard work you put in on it.
Special thanks go to Sales Department for their understanding and allocating time in this peak season.My sincere gratitude is also for Finance Department for the overtime they put in to help us clean the office. I greatly appreciate the amicable working relations at DB family.
If we can ever return the favor, just let us know.
挑战九：堂堂正正要求加薪-不卑不亢展现自身价值
Subject : Apply For a Merit Increase
Dear Lester,
This is to politely ask for your consideration of my application for a merit increase.
First of all,your comments on my developmental areas and your acknowledgement of areas in which I am on the right track or excelling would both be very helpful to me.Thank you for your guidance and encouragement,as always!
I would like to discuss several reasons I deserve a raise at this time.
1.I saved the company big money in the renovation project. Upon taking on the project, I filled void and accepted additional responsibility so that the company did not have to hire a new person when Ross was away. In the project, I changed vendors for supplies and increased discount from 15% to 18%, thus saving the supply budget of $1,000,000*3%=$30,000.
2. I optimized the company's management system. Last year, the annual employee turnover was over 20 percent. I implemented an employee satisfaction survey and suggestion program, established coaching plans for supervisors, and devised the Ace Award for the best performance in a given month.As a result of those efforts, the employees' morale has been improved and the turnover rate is now under 10 percent.
3.I streamlined(简化) the invoicing process and trained all the staff on how to use the new invoicing software.Over the last two years, we had received complaints on the lengthy invoicing process. At the beginning of this year,I introduced and tested the new software; at the same time, I designed,planed,and managed round-the- clock training using classroom instructors, online learning, and targeted job aids. Two months later, 95 percent of employees reporting to work were starting to use the new system.The average time spent on each invoice was cut by 2 minutes.
As you know, the average yearly income in this industry is $48,000, and mine is only $39,000.My colleagues who are dong the same work are making more than I do.I may have not worked as long as some of them.but I believe the DB runs in a merit based system, instead of an age based system.Due to the fact that my performance review came out in Grade. A last month,I am asking for a merit increase of $8000-$11,000/year.
Based on these reasons and any observations of your own. Would you consider giving me a raise? I would be grateful for your consideration.
STAR 原则：Situation/Task,Action,Result.
先陈述Situation/Task - 当时的情况和挑战，然后说明Action-自己采取的具体行为，最后阐述Result-产生的正面结果。
第二章：沟通执行篇
挑战一：愉快加班不抱怨 - 精神物质同激励
第一章：基本技能篇
挑战一：完美笔下的细节 - 不是因为粗心，而是因为你不知道
Subject: Three-hour Call-in for Distributing New Year Gifts
Dear team,
We are looking forward to the upcoming Spring Festival holiday after the incredibly hard work over the past months. In order to draw a perfect full stop(画上完美句号) to this year's effort, we will conduct "Hurricane Mission" on the last working day in 2012.
The New Year gifts we ordered will not arrive until 5:00 p.m. this Thursday. Upon their arrival, We need to open the packages, distribute the gifts, wrap the gifts together with the New Year cards one by one, and put on slipping slips for the courier to pick up. The four of us will need to work on this from 5:00 p.m. until no later than 9:00 p.m.
To compensate（补偿）for this interruption of your leisure time, this extra time counts as overtime and will be paid time and a half（一倍半） plus a free half day's vacation later in the new year. Later that night, we will go out for a celebration dinner.Besides, your taxi receipts can be reimbursed（报销）.
Thank you very much for the understanding and support!
英文邮件里尽量不要用 I think, a little bit, perhaps, as far as I know, almost, basically, maybe, hopefully...
挑战二：微笑写好第一句话 - 提出与老板相左的意见
Subject: Discount Vouchers of Outside Childcare Center for Employees.
Dear Howard:
Thank you for asking me to comment on your plan of setting up corporate childcare center within DB.The plan obviously has been thought out to fit a lot of employees's needs. It will, without doubt, increase loyalty, reduce absenteeism, develop family-oriented corporate culture, and strengthen DB's image of caring and responsible employer. the idea is a sound one and I would like to discuss its work-ability with you.
Procedure Attendees Cost Risk
Given the lengthy procedure, small number of attendees, huge cost, and high risk, I want to point out that DB is not in the place to open such a childcare center right now.I suggest, therefore, that you plan be postponed until DB expands more in China. Meanwhile, we can distribute discount vouchers of nearby childcare centers to employees. What do you think?
挑战三：要求对方采取行动 - 清晰不含混
Subject: Guideline for Improving Documentation for Reimbursement
Dear Micki,
This is to confirm the actions to be taken following our telephone conversation this morning, in reference to(关于) improving written documentation of your reimbursement.
For the smooth operation of our Finance Division, and for your own protection, please keep written file copies of all important and costly strategies,events,and purchased in your daily work or on business trips.
The form of documentation may very depending on the circumstances. In some cases, a handwritten not will be acceptable, provided it is legible band dated. if the expenses exceed the company policy, a typed and signed letter or report is appropriate.
Please make sure your supervisor understand when documentation is necessary and the proper procedures to follow. I have also cc'ed James Rose here who supports this guideline.
If you have any suggestions that would help to facilitate the process of reimbursement, please let me know. I appreciate your help to "get it in writing."
挑战四：要说服别人，其实也很容易 - 八步骤打动对方
1：Problem/opportunity - 提出问题/机会
2：+/- impact 正负效应，站在对方的角度分析。
3：Solution - 解决方法，给出一条充分必要条件下的解决方案
4：Features-这个解决方法的优点
5：Benefits-这个姐解决方法会给对方带来的好处
6：Evidence - 证据。
7：Summary - 总结， 用一句让人印象深刻的话总结
8：Call for action - 号召行动
挑战五：阻止不良行为的蔓延 - 唤起对方的同理心
Subject:Come on, Guys! Have a Heart.
Dear DB employees:
Have you ever considered the life of a cleaner?How day in and day out(日复一日), they must sweep, rake and bend over to pick up trash left behind by others? Here is summer, they do so in the baking sun. It's not exactly fun.
Now consider how they feel when they get an area all nice and clean in the morning, and then people drop cigarette butts or litter. If a supervisor happens to come by,they get yelled at and blamed for doing a bad job.And then, of course, they have to stop everything and scramble around on their hands and knees to dig the butt out of the grass, or the trash out of the gutter,or whatever.
You might not have thought about it this way before. But each time you are careless with litter,you are abusing somebody in this manner. Yes, we all think that we are out to "be the change we want to see in the world" with big magnanimous efforts（巨大的努力）. But it's these little actions that really show your character, and illustrate your respect for fellow humans.
Please, stop throwing stuff all over our beautiful activity area(That's the carrot approach.) If we catch you littering, you will have to do the sweeper's work for a minimum of one hour in the midday sun and pay a fine of 200 RMB. (That's the stick approach.)
Let's have a heart and make a change.
挑战六：我要学习 - 向公司申请培训机会
Subject:May I Receive Sales Training to Improve Work Efficiency?
Dear Lester,
I am writing to request for sales training this summer with Kenexa in Shanghai.
Benefits of the Training
Since I have recently been promoted to a supervisory position that involves hiring sales personnel, there is necessity to enhance my formal training in sales. Not until I fully understand this field, Am I able to screen applicants and handpick outstanding ones to make big profits for DB. In this way, DB can also avoid paying high fees to headhunters.After receiving the training,I am more than willing to share the knowledge with my subordinates so that they will be equipped with the skills needed and save the training fee in the future.
This small investment can not only pay off in the form of my increased productivity, but doubtless heighten the company's efficiency and reach our goal of trimming cost.
Details of Training
1. Cost :The course cost $4250,plus my accommodation and travel fee of $3000.
2. Time: the class meets Monday through Thursday, From 9:00 a.m. until 5:00 p.m. classes begin August 1 and end August 31.
3 Provider: Kenexa is a trust-able training provider. DB has partnered with them on some in-house training before.The feedback is "A" each time.
I will arrange for my work properly before and during the course.I will present my transcript at the end of the training for educational reimbursement.
Request
I request your support for me to attend this training, to improve not just HR but our over-all company efficiency. I appreciate your advice about how best to proceed.
If there is any further information you need I shall be happy to help.
挑战七：做出大胆的建议 - 并不是每个人都会接受
Subject:SOP for Operating DB Branches in China
Dear Colleagues,
This is to send you the attached SOP, which provides the criteria for keeping or closing the branches, the procedure of how to close low-output branches, and the instructions of how to deal with special cases. It also includes detailed information on the decoration style/layout of the furniture and logo in the branches, the average size of working area per person depending on his/her job title,etc.
The cuts of under performing branches are consistent with DB's strategy of focusing on the high-output branches in highest growth potential cities.A great amount of resources saved will be re-channeled to the marketing team. For example, by laying off the representatives. Furthermore, it is good for DB to set up merit-based rewarding system. Only those efficient offices get the resources. Plus, the sales representatives will be freed of a lot of administrative work and commuting time, thus more concentrated on sales duties.
There is no better timing than right now for us to take the restructuring, along with the "Focus on China" project.We understand that it will be an enormous impact, but it will surely boost the company revenue at the end of the day.
For those branches to be closed, DB will rent conference rooms by hours for internal meetings and client appointments. DB will also identify a nationwide storage and transportation partner to handle all the storage and delivery issues.
I will schedule meetings with each of you for suggestions on how to best implement the SOP. Thank you for your support!
挑战八：勇于承认失误 - 做个有担当的职业人
Subject: Making Repairs for Daisy's Falsified Expense Reports
After finding the wrong figures in Daisy's reimbursement forms, I investigated the matter thoroughly and admit that the blame can be put on my oversight.I apologize for the possible loss for the company.
Reasons for the Incident
The incident was the result of my carelessness. for me personally,it was a case of too many deadlines crashing in at once, too much distraction, and relying too heavily on Daisy herself to get it right at the first place.
Measures to Amend the Mistake
Rest assured that I will try my best to ask Daisy to explain the usage of this extra $2000 and force her to return the money. At the same time, her salary will be withheld until she complies.
Actions for the Future
The similar condition won't happen again. For the future expense reports, I will have my assistant check it item by item and then I will do double check before signing off. For the items higher than $100, they need to provide my pre-approval proof together with the expense report.
Thank you for understanding
挑战九：当下属不听指挥时 - 是责备，还是求全？
Subject:Implementing the Renovation Decision
I know you disagree with the renovation estimates I presented today, and I am certain my figures will prove to be correct and executable in the long run.
I would like to point out that twelve sales managers have agreed to reduce their office area, which significantly cuts down the renovation cost. One additional fact is that we are not replacing the old server, but expanding it.
Instead of dwelling on who's right, let's first get the job done. I know you are professional enough to implement a decision, even one you don't agree with for the time being. Thank you for supporting me in my decision and making the renovation project a successful one in Shanghai office.
顺序：at first, first, firstly, (last) then, next, eventually, at the same time, simultaneously, subsequently, above all, my next point is
补充：and, in addition, moreover, besides, further, furthermore, not only...but also..., what is more, likewise
转折：but, yet, however, conversely, in contrast, on the contrary, on the other hand, in comparison, whereas
因果：consequently, accordingly, hence, as a result, due to, owing to
条件：otherwise, unless
强调：again, indeed, please note, to emphasize, to repeat, truly, with this in mind