Upload
cato
View
60
Download
2
Embed Size (px)
DESCRIPTION
Global Business Emails. Powerful Business Email Skills for English as a Second Language (ESL) Writers. Welcome to Global Business Emails. Professor Dave Jaye www.davejaye.com 82-19-807-9024 [email protected]. Benefits of Emails. Emails break down barriers - PowerPoint PPT Presentation
Citation preview
1Professor Dave Jaye
www.davejaye.com 82-19-807-9024
Global Business Emails
Powerful Business Email Skills for English as a Second Language (ESL) Writers
2
Welcome to Global Business Emails
Professor Dave Jayewww.davejaye.com82-19-807-9024
3
Benefits of Emails
Emails break down barriers Email eliminates phone tag
and charges associated with phone calls
Speed of communication 24-7
24 hours a day 7 days a week
4
Benefits of Emails
Email accelerates Team Work1. Using email you and your co workers can
easily work together and collaborate. You can send files with text, graphics, photos and sound.
2. You can keep different people updated on your progress.
5
Benefits of Emails
Email keeps businesses in touch with customers
1. Electronic newsletters, price changes, e auctions, product changes, e shopping, e billing
2. Distance education and training like our class.
6
Email concerns
Lack of Privacy You can be fired by your company for emails
and Blogs with unflattering messages about bosses.
SPAM: Unsolicited e junk mail. Too much wasted time playing games, reading
useless emails and surfing the internet.
7
Why is email etiquette important?
People interact with printed words as though email has a personality. That ‘personality’ makes positive and negative impressions upon us.
Your document can easily be misinterpreted by your reader, so it is crucial that you follow the basic rules of etiquette to construct an appropriate tone.
8
The elements of email etiquette
General format Writing long messages Attachments The curse of surprises
Flaming Delivering information Delivering bad news Electronic Mailing Lists
9
General Format: The Basics
Write a subject line for each new email. Try to keep the email brief (one screen
length). Return emails within the same time you
would a phone call. Check for punctuation, spelling, and
grammatical errors.
10
General Format: The Basics
Use Capital Letters when appropriate. Format your email for plain text rather than
HTML. Use a font that has a professional or neutral
look. Many Westerners use Times New Roman 12 point.
11
General Format: Get English email
For this Business Englishclass and Global Businesscommunications, useGoogle, Yahoo or Hotmail.Many Korean email serversscreen out my emails asspam. Some of my Koreanstudents messages don’t get
to my email site.
12
General Format: Character Spacing
Try to keep your subject line length at 80 characters or less.
If your message is likely to be forwarded, keep subject line to 60 characters or less.
Set your email preferences to automatically wrap outgoing plain text messages.
13
General Format: Lists and Bullets
When you are writing directions or want to emphasize important points, number your directions or bullet your main points.
14
General Format: Lists and Bullets
For example,You should start this project by placing paper materials in
the drawer labeled A. Then after you place the paper materials in drawer labeled A, you should then go and click the button labeled green to start the machine.
1. Place the paper in drawer A.2. Click the green “start” button.
15
General Format: Lists and Bullets
We have to achieve major corporategoals this year. Firstly, to improvecustomer satisfaction is our goal.Secondly we should empower ouremployees so they feel ownershipand commitment.
• Improve customer satisfaction.
• Empower employees.
16
General Format: Tone
• Write in a positive tone “When you complete the report.” instead of “If
you complete the report.”
• Avoid negative words that begin with “un, non, ex” or that end with “less” (useless, non-existent, ex-employee, undecided).
17
General Format: Tone
Do not use smiles , winks ;), and othergraphical symbols one business letters, onlypersonal letters.
18
19
General Format: Tone
In every form of business writing your tone is your personality on paper. Email is a serious business tool. Conduct your academic emails to Professors the same formal way of business writing.
20
General Format: Tone
Keep the message short and simple Use active tone, not passive Select positive words Be courteous, direct, brief
You will learn more about tone of English language later.
21
Best way to deliver the message?
Sometimes you should not write, especially if you are angry or very tired. A phone call orpersonal visit issometimes better.
22
When is it best to deliver message
Some messages are too late. If it is noon and a meeting is at 1pm don’t email, phone call people.
23
When is it best to deliver message
Some messages are senttoo early and people willforget or won’t give theissue much consideration.
24
Delivery
Who should receive a copy of this message? Do you send copies because they need to see your paper or because you are Covering Your Anatomy (CYA), defending yourself against future criticism.
25
Information Overload
Be considerate and send messages only to people who need to receive them. If you send people only the information they need to do their jobs well and don’t contribute to their overload, they will approach your messages with respect.
26
Your Subject line is Key
The subject line determines if the reader reads your message. If the subject lines doesn’t jump off the screen and shout READ ME!, your message may not get read. Make your subject lines informative, direct and brief.
27
Telling a story with Email Headlines
28
29
Your Subject line is Key
The subject line of a letter, memo or email message is the most important headline because it gives your reader the big picture.
Subject: Sales soar 25%Subject: Yes we can honor your request for 25 SM& carsSubject: HR Staff Meeting 2/15 Room 214 10am
30
Good news subject lines are easy
Subject lines are the main headlines. If your reader doesn’t have time to read your entire message, she can look at the subject line and get all the information they need to know.
Subject: Cean Ho, New VP of MISSubject: Employee annual bonus of 5% salary
31
Your Subject line is Key
There are 80 spaces on the Subject line of youremail messages. Use the 80 spaces to convey
information not:
Hello Professor! It’s Me! How are you? This is Kim
Better: Homework chapter 3 from Steven Kim
32
Your Subject line is Key
Which would inspire you to read the message?1. There’s going to be a meeting of MIS2. MIS Meeting3. MIS: Urgent Mtg. May/20/2005
33
Your Subject line is Key
1. There’s going to be a meeting of MI
The last word got cut off. Even if the ‘S’ were visible, this subject line doesn’t give much information and wastes words
34
Your Subject line is Key
2. MIS Meeting
This line is a little better, no wasted words. But this subject line gives little information and is not compelling.
35
Your Subject line is Key
3. MIS: Urgent Mtg. 5/20
This subject line gives you critical information. You know the meeting is Urgent and the date. However a room number, location and time should be added.
3. MIS: Urgent Mtg. May/20/2005 14:00 Rm 303 HSBC HQ
36
Subject Line Key Words
Using a key word at the beginning of your subject line helps when forwarding a message or trying to locate an old message.
IT, HR (Human Resources) Billing, New Products are key words.
37
Subject Line Key Words
People who get lots of email messages often look for key words to determine what and when to read emails.
38
Subject Lines can be the message
The staff meeting scheduled for June/2 is being moved to June/3. All other information (time, location and agenda) remains the same. Use the subject line:
Staff mtg chg to June/3. All else same-END
39
Subject Lines can be the message
You want to remind your team about the kick-off meeting on Friday, April 3, at noon, 4th floor conference room. Use the subject line:
Kick-off mtg, Apr/3/05 noon, 4th floor conf rm-End
40
Subject Lines can be the message
You’ve attached a 15 page report that outlines the sales forecast for the second quarter. Even though you’re sending an attachment, you use the subject line:
Sales to increase 15% Q2, 2005-End
The reader doesn’t need to read the report.
41
Subject Lines can be the message
What if your system won’t send a message that doesn’t have a message? Type a single character into the message section. The subject line will let the reader know your message is complete.
42
Use English not Hangul as your personal header for Global Emails
여현진 RE: syllabus for Fall Business...
안선영 about tomorrow (Sunyoung Ahn)
여 현진 This is Hopper in KHU
43
Use English not Hangul as your personal header for Global Emails
Some Westerners will delete Hangul email as spam mail. Most Westerners cannot read Hangul and will wait until the end of the day to answer a Hangul Prefix. Businesses have a choice with whom they do business with. Non Koreans will choose an English message first.
44
Use an English first name for business
Plus your Korean Last Name. Or English name in quotes “Richard” Shim. If you use just your first initials ‘S.K.” Westerners cannot understand if you are a man or woman. Westerners have trouble pronouncing and remembering Korean names. Some Westerners confuse Korean first and last names.
45
Many English Names to select
There are formal, informal and baby-Irish-Southern USA versions of the same name of men. An unusual cultural tradition in the Western Christian culture is for fathers to give their oldest sons their identical names!
www.babynames.com
46
Girls are not usually named after their mother so there are fewer informal versions of the same female name.
Many English Names to select
47
Patterns of English Names
David Dave DavyRichard Rich RichyThomas Tom TommyRobert Rob Robby Bob BobbyWilliam Will Willy Bill BillyJames Jim Jimmy (Jimmy Carter former USA
President)
48
Always use MS Word not Hangul
Hangul has some editing problems and lacks a complete English dictionary. Composing letters and messages on email boards is unstable. You may lose a lot of time retyping letters lost with system crashes. It is easier to store and retrieve documents on MS Word than in email.
49
List the Global time and date
Most of Korea’s economy is based on overseas sales. Therefore it is very important to list the location of a due date.
The offer is good up to 5pm Friday Sept. 9 Korea time.
The offer is good up to 5pm Friday Sept. 9 EST(Eastern Standard Time).
50
List the Global time and date
Utilize this great free web site:
This site is the world time clock and time zones sorted by country and city name.
http://www.timeanddate.com
51
Write out the full date
People can misunderstand urgent deadlines written in an abbreviated form. In order to save space people write April 5, 1999 as 5/4/99. Europeans and Koreans put the day of the week before the month. So the deadline was May 5, not April 4th. Japanese put the year first.
52
Attachments
When you are sending an attachment tell your respondent what the name of the file is, what program it is saved in, and the version of the program.
“This file is in MSWord 2000 under the name “LabFile.”
53
Attachments
Confirm your reader can receive the file. There are differences in English and Korean operating systems and different program versions. If unsure, send a test file to the reader to check for compatibility.
54
Read your English Emails out loud
Reading your English emails out loud before you send gives you an extra chance to practice English. Your brain will self correct your mispronunciations that it hears. Reading out loud exercises your mouth, tongue and lips in English. Reading a second language out load will not slow down your reading speed that much.
55
Before you send that email
Print out a hard copy. Errors in format, typesetting, layout and overlays of photos becomemore apparent. Spend the money and time toprint out your documents. Your documentsbecome your face, body and reputation.
56
Before you send that email
Always spell and grammar check another time.
57
58
Before you send that email
Make a copy of your important incoming andoutgoing messages. Students are responsiblefor keeping copies of all your messages, not theprofessor. It is so easy to hit the delete key andloose valuable information and time.
59
Before you send that Email.
Before you press the send button, ask yourself: Is my subject line compelling and revealing? Is my document visually appealing? Have I established the right tone? Have I proof read, proof read, proof read?
60
Writing a Draft copy
It’s vital to always prepare a draft copy of your English email before you send a message. Spell and Grammar check must be completed on MS Word. The visual impact of your document must be checked.
61
Short messages
A short message can be delivered on one or two screens. Give your reader the who, what, when, where, why and how on the first screen.
62
When your message is long
Create an “elevator” summary. Provide a table of contents on the first screen
of your email. If you require a response from the reader then
be sure to request that response in the first paragraph of your email.
Create headings for each major section.
63
Elevator Summary
An elevator summary should have all the main components of the email including purpose, scope, methods, results, conclusions, findings, next steps, recommendations etc.
“Our profit margin for the last quarter went down 5%. As a result I am proposing budget adjustment for the following areas…”
64
Table of Contents for long emails
Table of contents“This email containsA. Budget projections for the last quarterB. Actual performance for the last quarterC. Adjustment proposalD. Projected profitability”
65
Delivering Information About Meetings, Orientations, Processes
Include an elevator summary and table of contents with headings.
Provide as much information as possible.
Offer the reader an opportunity to receive the information via postal mail or fax if the email is too confusing.
66
‘Good News’ letters are easy
Subject lines are the main headlines. If your reader doesn’t have time to read your entire message, she can look at the subject line and get all the information they need to know.
Subject: Cean Ho, New VP of MISSubject: Employee annual bonus of 5% salary
67
Include supporting materials
To support the subject line including who, what, when, where and how. Try answering the questions in the order that your reader would most likely ask the questions.
68
Delivering Bad News
Create a buffer Explain the decision Avoid blaming
statements. Avoid hedging words or
words that sound ambiguous.
End on a friendly, positive note.
69
Delivering Bad News
Avoid blaming:“Please understand that
the unions, weather, currency, raw materials caused us problems. But what can I do to help?”
Avoid hedging. Examples of hedging are:
Intents and purposesPossibly, most likelyPerhaps, maybe
70
Sequencing for Bad news
Your intention is to keep your customer happy while sending unfavorable information.
Remember that you are trying to persuade the reader that your news is fair, even though contrary to her request.
Be diplomatic with your words
71
Diplomatic vs. Rude headlines
Diplomatic Headlines: Where to find Information
“The warranty is good for 30 days. However, on page 2 of the instructions you received…”
Impolite Headlines: The warranty expired
“If you had read the instructions that came in your package, you would have noticed that our warranty is only good for 30 days.
72
Diplomatic vs. Rude headlines
Avoid mentioning company rules: Company policies won’t calm down the reader. Customer benefit reasons will help.
In order to keep health insurance premiums down for all customers, we cannot fund cosmetic surgery at this time.
73
Diplomatic vs. Rude headlines
Diplomatic headline: Timing is Everything“Thank you for giving us a chance to consider a loan to
finance your proposed home purchase. We regret, however, that we are unable to grant you a loan at this time. Perhaps at a later date…”
Rude Headline: Company Policy“It’s against company policy to grant loans to people in
your income bracket.
74
Planning a Bad News letter
1. Begin with a buffer: We agree with you. Thank you for bringing this to our attention You have an excellent record We’re happy to grant part of your request
75
Planning a Bad News letter
2. Explain the decision This is how we may help you With your best interests in mind Won’t you accept this as a substitute? May we offer a suggestion?
76
Planning a Bad News letter
3. End on a Friendly, Positive Note You’re a valued customer Won’t you try (possibly a sales promotion item) We look forward to being of help next time.
77
Positive Spin Bad news Headlines
You’re a valued customerthank them for their businessMention the strength of your company
Decisions aren’t always easyWe’d love to say “Yes” However…
Keeping your costs downOffer to be of help in the future
78
Writing a complaint
79
Writing a complaint
• You should briefly state the history of the problem to provide context for your reader.
• Explain the attempts you made previously to resolve the problem.
80
Writing a complaint
• Show why it is critical for the problem to be resolved by your reader.
• Offer suggestions on ways you think it can be resolved or how you are willing to help in the matter.
81
Writing a complaint
Briefly state the history:
“The current way we calculate hours worked does not include week days after 6pm and weekend work.”
82
Writing a complaint
Show attempts made by you thus far to resolve the issue:
“I have offered two alternatives for compensatory time off and flex time working but both have been rejected by the executive board.”
83
Writing a complaint
Show why it is important for your reader to get involved:
“This is a problem for two reasons. First, I am concerned that the high level of employees quitting is robbing us of key talent decreases morale and productivity.
Second, there have been a number of complaints from our customers about inexperienced case works, which weakens customer loyalty.”
84
Writing a complaint
Ask for help and offer a resolution:“Please let me know what other options I may
have overlooked. I am willing to meet with the department head and the executive board to seek out a solution that is fair to the members and is good for the business of the organization. ”
85
Do not take your reader by surprise or press them to the wall
• Do not wait until the end of the day to introduce a problem or concern via memo or email.
• Avoid writing a litany of concerns that you have been harboring for a long period of time.
86
Don’t send an email if you are upset
Always give yourself a day to cool down. Sometimes it is helpful to write a negative letter and then just throw it away. Remember when you send an email, it lasts forever and you cannot get the email back.
87
Taking Professors By Surprise
Communicate with your professors and class president via email.
Complaints about grades and projects should generally be discussed in person.
Post your concerns or questions in a timely manner in both Korean and English.
88
Taking Professors By Surprise
There will be time for mid course corrections after the midterm.We will schedule a class meeting in September and before the Final Exam.Maintain class deadlines.
89
Any strong objections to using your emails in class discussions?
If you strongly object to me using your emails and documents in class let me know by September 9, 2005. Without written notice I will operate under implied consent from students about discussing their emails in the classroom.I will white out student names.
90
Flaming in emails
• Flaming is a virtual term for venting or sending inflammatory messages in email.
• Avoid flaming because it tends to create a great deal of conflict that spirals out of control.
91
• Flame fights are the equivalent of food fights and tend to affect observers in a very negative way.
• What you say cannot be taken back. Your email messages last forever; it is in black and white.
Flaming in emails
92
Keep flaming under control
• Before you send an email message, ask yourself, “would I say this to this person’s face?”
• Calm down before responding to a message that offends you. Once you send the message it is gone.
Read your message twice before you send it and assume that you may be misinterpreted when proofreading.
93
Responding to a flame
Empathize with the sender’s frustration and tell them they are right if that is true
If you feel you are right, thank them for bringing the matter to your attention
Explain what led to the problem in question
94
Responding to a flame
Avoid getting bogged down by details and minor arguments
If you are aware that the situation is in theprocess of being resolved let the reader know at the top of the response Apologize if necessary
95
Complementary Closings
Close your email message with Formal: Sincerely
Yours, Cordially. Or informal: Thanks,
THK (Thanks) or Regards.
96
General Tips for Electronic Mailing Lists
Avoid discussing private concerns and issues. It is okay to address someone directly on the
list. Ex, “Hi Leslie, regarding your question” Change the subject heading to match the
content of your message. When conflict arises on the list speak in person
with the one with whom you are in conflict.
97
Don’t Use all CAPITAL LETTERS
I OFTEN GET MESSAGES DELIVERED IN ALL CAPITAL LETTERS. WHY DO PEOPLE DO THAT? HAVE THEY PRESSED THE CAPS LOCK KEY BY MISTAKE? WHEN I GET A MESSAGE IN ALL CAPS, I FEEL AS IF THE WRITER IS SHOUTING AT ME!!!
98
Don’t Use all small letters: wimpy
the effect of all lower case letters is weak and wimpy, opposite of SHOUTING IN ALL CAPS.
99
Don’t use Underline too much
Be careful of underscores: underscores tend to cut through descenders, small g, j, p, q, and y, making the text difficult to read.
100
KISS your email messages
1. Keep It Short and Simple
2. Use the active voice3. Use positive words4. Be courteous, direct5. Be brief
101
Start your Email with Person’s title
Do you say hello when you answer the phone and in person?
An email with a ‘salutation’ or formal greeting is
expected in business communications.
102
Identify yourself
Identify yourself, your title,department andCompany when sendingemails outside of yourcompany.
Is T.S. A woman or man?
103
Use Abbreviations carefully
Only use if you’re certain the reader will know what the abbreviation stands for. Always spell out the Acronym first before using it. Point of Sale (P.O.S.)
104
Urgency Overload
Some people designate every message as urgent because everything they send they think is urgent. What these people don’t realize is people weren’t reading those messages at all.
105
Urgency Overload
Some day you will have a message that is truly urgent. You will need immediate feed back and no one responds. If something is truly urgent, consider making the phone call rather than risking the recipient won’t see the message in time.
106
Don’t Assume others know your deadlines
If something is truly urgent, consider making the phone call rather than risking the recipient won’t see the message in time.
107
108
When Email Won’t Work
There are times when you need to take your discussion out of the virtual world and make a phone call.
If things become very heated, a lot of misunderstanding occurs, or when you are delivering very delicate news then the best way is still face-to face.
109
Ten Ways to cut Information overload in Email world
“We are drowning in information but starved for knowledge.”John Naisbitt, America writer and social researcher.
110
1. Optimizing Delivery and Sending
Is there a more appropriate way to deliver the message?
111
1. Optimizing Delivery and Sending
Am I a selective sender? Send emails to only those who need to receive them. There’s a great tendency in an email environment to broadcast your message to almost everyone you’ve ever met.
112
1. Optimizing Delivery and Sending
Are my mailing lists up to date?
Delete names of employees who left the company. Promptly delete names of people who ask to be removed. Send messages to only those who need to read your messages.
113
2. Maximizing Filing Capabilities
Do you use file folders effectively?
Do you clutter your metal file cabinets with papers that have no order? Or do you categorize the papers and place them in labeled file folders for easy retrieval.
114
2. Maximizing Filing Capabilities
Rather than keeping all your e-messages in your inbox, create electronic file folders and label them as you do your paper file folders so you retrieve them easily. Filing electronically is quick and easy. You just drag and drop a message to the e file you want.
115
2. Maximizing Filing Capabilities
Many companies and Universities have intranet bulletin boards and web pages where you can post a document for electronic viewing.
116
3. Writing for the sake of visibility
People haven’t heard from you for awhile and you feel it’s time you earned some ‘brownie’ or relationship points. Mistake, use the phone. People with non essential messages run the risk of no one paying attention even when you have something important to say.
117
4. Using Bozo Email Filters
Bozo Filters zap out unwanted email messages. Bozo filters demand that you preload names of people from whom you want to receive mail and the filters prioritize incoming messages from people you have entered. You risk blocking out valuable information from people not on your list. Information can change the course of your career and bring opportunities.
118
5. Changing the Subject line of forwarded messages
Before you forward a message to someone else, think! Even though youdidn’t write the originaldocument, you’re still sending information that
can add to overload.
119
If you forward a message with a subject line is ‘Tomorrow’s Meeting Canceled”. Someone might take your scheduled meeting with them off the calendar. Just sending an FYI might not be enough for to avoid confusion. Forwarding without modifying the subject line can send an inaccurate message.
5. Changing the Subject line of forwarded messages
120
6. Writing subject lines that limit Overload
Are your headlines action packed? Action requested, recommended, required Person to contact (full name) Deadline date How to… Next step(s)
121
Do my subject lines shout: Read Me?1. Does it get attention?2. Does it provide key words?3. Does it signal its level of importance?4. Does it deliver the message?
6. Writing subject lines that limit Overload
122
7. Creating Visual Impact
Headlines for almost every paragraph to focus your reader
on major ideas.
Sidelinesfor extra emphasis for persuasion
123
7. Creating Visual Impact
Short Paragraphs (5-6 lines)to avoid overwhelming readers, to attract speed readers
Bulleted Lists to replace lists with sentences
124
7. Creating Visual Impact
Numbered Lists:When sequence is important, listing steps in a procedure for ease in referring to the list during discussion and searches.
125
White Space and Indentations
To frame your ideasTo improve readability
7. Creating Visual Impact
126
Graphs, Charts or TablesTo present numbers, dates, money or data
7. Creating Visual Impact
Bar Line Area
Pie XY
127
Deadlines and Action Items With:UnderliningBoldALL CAPITAL LETTERSItalicsDifferent FontsDifferent Size Fonts
7. Creating Visual Impact
128
Is my formatting effective? Using asterisks ** or dashes – Leaving double spaces
Leaving lots of white spaces Boxing information
7. Creating Visual Impact
129
If your document is longer than one screen, put all the key information: Who, What, When, Where, Why, How on the first screen.
7. Creating Visual Impact
130
Long Documents: Include a table of contents or Executive Summary on
the first screen Send the document as an attachment if longer than
three screens If you use a compression program, inform your reader Post the document to intranet bulletin board or web
page
7. Creating Visual Impact
131
8. Double Check Reply Lists
Check response lists and reply to only the person who needs to receive your response.
Consider deleting the original message unless you need it for clarity and details
132
9. Ignore Chain Letters and Scams
The junk emails contribute dramatically to information overload. Don’t forward time wasting information people probably heard on the TV or read in the newspaper.
If you must forward a chain letter, delete the headers showing everyone else who received the message earlier.
133
10. Keep separate Academic, Business and Personal Accounts
You must establish a separate English Yahoo, Hotmail or Google account for this class with an English Name header.
Keep your personal emails outside of your company’s email net work.
134
Home work due by Sept 8, 2005 17:00 hours to [email protected]
1. What are your strengths and weaknesses writing an email?2. Solve the informal and Irish-Southern USA-youngster versions
of 51-100 top USA names 2002.3. Select an English name for this class.4. Register an English email account.5. What are the top 10 ways to reduce Email overload?6. Tell me how often each month you write English, speak English
or receive English emails?7. Do you have an electronic Korean-English dictionary? What are
your plans to purchase one if you don’t?8. Do you think Koreans react differently to any colors than
Westerns do as described on page 107?
135
For more information
Contact Professor Dave Jaye in writing email [email protected] and scheduled appointments. I will respond to most emails within 48 hours or sooner.
Or call 82-19-807-9024. My
phone is off during classes.