Business letter and e-mail etiquette

Social letters and emails are often used in the business field. Because in the whole field of commercial circulation, we pay attention to emotional contact and communication, thus enhancing friendship and promoting trade. The following are the business letters and e-mail etiquette I shared. Welcome to read!

Classification of business letters

All business letters between customers should start with their job titles, such as "Dr. Wang" and "Manager Li". The end of the letter includes your contact information and date. Other written documents within the company should also be concise and easy to read. Every company has its own set of internal communication format specifications, but I will not discuss the "office memo" here, although it is the most common written communication method among employees. What we should pay attention to here is the way and content of written communication between the company and the outside, excluding legal documents and contracts.

Business letters are mainly divided into the following categories: letter of introduction, letter of recommendation, letter of commendation, letter of complaint, letter of settlement of business disputes, letter of request and letter of refusal.

1. Letter of recommendation

A person is often advised to apply for a school or a job. The content should include your relationship with each other, the length of time you have known each other, and illustrate his characteristics with examples. For example, if you want to say that this person is diligent, then give an example to illustrate this point. Before leaving my job, I always ask my boss or my colleague to write a letter of recommendation. Personal recommendation letter or nomination letter is a powerful tool to win the next job.

2. Compliment letter

If you are satisfied with each other's products or services, write a thank-you letter. Although many people won't do this, it is the beginning of establishing a benign relationship with each other. If you are satisfied with the service of the restaurant manager, write a letter of praise to his boss. On the one hand, you are very helpful to his career development, on the other hand, you can establish a good relationship with him and continue to accept his quality service in the future. So everyone should be willing to write such selfish letters often, because it can bring a win-win situation.

3. Letter of complaint

First of all, the complaint letter should be written to the top leaders of this organization. Secondly, avoid using emotional words and focus on things, not people. In the first paragraph of the complaint letter, first make an objective summary of the reasons, so that the other party can understand the purpose of writing. Then say some specific facts, such as the invoice number and the time and place where it happened. The complaint letter should also try to keep an encouraging attitude towards the other party, such as "I know the service in your restaurant is very famous, because I often come to eat because of the service in the restaurant." I don't think the service of this waiter can represent the service level of the whole restaurant. The letter of complaint is the most difficult to write, but if it is written as "service level", the other party will handle the complaint calmly. The last paragraph is your suggestion to solve the problem. Don't be arrogant and greedy, be reasonable. If the goods sold to you by the other party are broken after one week's use, you can return them, exchange them or repair them within the specified time. The last sentence should be encouraging, such as "I believe your company's service is of a high level, and I hope this matter can be solved reasonably, and we can continue to cooperate in the future."

4. Letters to resolve labor disputes

For various reasons, after we buy a commodity, we often need to ask the other party to reduce the price, or ask for compensation or return it. A copy of the receipt for purchasing goods should be attached to the commercial dispute letter so that the other party can trace it in his own documents. The content of business dispute letters should be simple and clear.

5. Request letter

The contents of the request letter include asking the other party to open a ticket or send you a document. This kind of letter mainly includes the most basic information that the other party needs, and there is not much else.

6. Rejection letter

The rejection letter in business communication is an opportunity to establish your own brand and sell yourself. The point to emphasize is not that the other party is not suitable for you, but that both parties are not suitable for each other. We should also keep an open mind and show that we are still interested in cooperating with you. If there is an opportunity in the future, we can continue to explore the possibility and mode of cooperation.

Advantages of written communication

1. Clear at a glance: black and white can make all participants clear about the topics discussed, factual basis and conclusions, and the * * * reached, and keep following up until the work is completed. When the results of the discussion are recorded, discussed in detail and finally written on paper, opportunistic people have no room to exert their fists and feet.

2. Written follow-up: It can accurately and timely record the progress of things, the contents of discussions and the detailed rules of actions, as a historical file of each work. For example, I have to coordinate the team to complete a sales task, and the time is limited, not far from the stipulated completion date. At this time, preparing a written memorandum for my team members, supervisors and partners will make me more aware of what steps I should take and how to follow up with everyone. It urges everyone to concentrate on one thing, speak the same language and know what has been done and what needs to be done. Finally, written follow-up can guarantee the reward of merit. It can be determined to distinguish who has fulfilled the promise and who has been affirmed for completing the work in time.

3. Act as proof in the case of disagreement and controversy: no one is perfect. There is no doubt that every work project faces special challenges, both in operation and interpersonal relationship. Written records can help people focus on facts rather than feelings, or other differences in personality and work style, and resolve differences and disputes in a reasonable way.

Specific writing principles of entertainment letters

Social letters are often used in business. Because in the whole field of commercial circulation, we pay attention to emotional contact and communication, thus enhancing friendship and promoting trade. The etiquette essentials and format of such letters are basically the same as those of ordinary letters. Social letters generally consist of two parts: articles and seals. Writing a letter means talking to the recipient in writing. In order to make the other party feel cordial, natural, civilized and polite, and receive good communication effect, writing letters should conform to the etiquette norms of writing format and letter language. Otherwise, it will make a joke, affect the communication effect, and even spoil the broth.

First, the title should be appropriate.

Appellation is appellation, which should conform to the specific relationship between sender and receiver. Generally speaking, what you usually call each other is written at the beginning of the letter. In terms of format, the address should be written at the beginning of the first line of stationery and done separately to show respect, which has a strong etiquette function. For elders who are not related by blood, they usually add positions after their surnames, such as manager Li and principal Zhang, or they are commensurate with an old man; When writing to admire your elders, you can add the word "respect" before addressing them, and try to avoid naming names; You can call your peers or younger generations by their first names, or call them brothers, or "Xiao Wang" or "Xiao Li", or you can call them "comrades".

Appellations are usually added after addressing, that is, words used to improve addressing, such as "respect", "gift", "respect" and "worship" for elders; Peer uses "Tai Jian", "Da Jian" and "Hui Jian"; Use Qingjian and Guanlan for the younger generation; Women use "house building", "Shu Jian" and "Yi Jian" (for the elderly); Husband and wife use "Li Jian", "Roommate" and "Gentleman's Room". When using this honorific in letters, we should pay attention to the collocation with appellation.

Second, greetings should be warm.

The connectives (social language) after looking up play the role of opening remarks. It is essential courtesy to say hello to each other, whether you write frequently or haven't contacted for a long time. Therefore, a letter should begin with a greeting. For example, "read a good book and meet an old friend!" " Or "I haven't said hello to you for a long time. I don't know how you are? " Greetings can be long or short, even if they are as short as "hello", they should be from the heart, reflecting the sincerity of the writer, rather than "articles for the occasion". Greetings should conform to the relationship between the two sides, and it is appropriate to be simple and natural.

Third, the content should be accurate.

The text is the main body of the letter, that is, what the writer wants to say, what he wants to say, and what he wants to say.

The text is usually written from the second line of the letterhead, preceded by two spaces. Although the contents of letters are different and the writing methods are varied, they should all be based on the principles of expression, accuracy and frankness. In addition to having substance in words, well-founded, clear pronunciation and neat handwriting, words should also be used appropriately, that is, according to the characteristics of the recipient and the specific relationship between the writer and the recipient (including the choice of honorific words and modest words, the mastery of intonation, etc.). ); Generally speaking, you should talk about each other first, express your concern, attention or gratitude and respect, and then write your own story. After the text is written, if there is any omission, it can be added at the end; And add "You Ji" and "Qi" before the complement to prompt. Complement should not be too long.

Fourth, I wish you sincere wishes.

Although the greeting at the back of the text is only a few words, it expresses the writer's wishes, respect and encouragement to the recipient, and also has the etiquette function that can not be ignored. There are standard requirements for the format of greetings. Generally, two lines are written, with two spaces in front of the previous line and the next line at the top. Congratulatory language can use established sentence patterns, such as "I salute you" and "I wish you health", or express my good wishes to the recipient in another way. If you are an elder, you can write "Please bless", "Please be safe" and "Please be safe". In the letter to colleagues, use "harmony", you can write "harmony" in spring and "harmony" and "harmony" every year. Letters to the younger generation can only use words such as "praise" and "consult relatives and friends", but not "please".

In addition, greetings can be different according to the recipient's situation and occupation. For example, for newlyweds or lovers, "I wish you happiness", "Congratulations on your happiness", "I wish you happiness on a long journey", and the other person writes "I wish you all the best when you are sick". You can choose Wen 'an, zhuan 'an, Jiao 'an, Hai 'an, zhuan 'an, Shang 'an, Chou 'an and bunting according to the other party's occupation.

At the end of the note, the name of the writer and the date of writing should be stamped. In order to show politeness, you should add the corresponding self-declaration before the name, that is, the self-declaration to the trustee, such as adding "student", "disciple" and "student" when writing to the teacher. Under the address, we should also choose the appropriate address, such as "knock", "respect", "knock", "worship" and "respect". Add "respect for white", "sincerity", "respect" and "respect" after the signature of peers.

5. Use honorifics for seals.

The main contents of an envelope (envelope) should not only clearly and accurately indicate the address and postal code of the recipient, the name of the recipient, the address, postal code and name of the sender, but also properly select polite expressions in the envelope. First, pay attention to the address of the trustee. The envelope is addressed to the postman, so it is not appropriate to use kinship terms such as "father", "husband" and "son" after the name of the trustee, but to write "professor", "doctor", "gentleman", "comrade" and "lady" according to the title and age of the trustee. Secondly, we should pay attention to the choice of "unopened language" and "sealed language". "unsealed language" is a polite language that requires the recipient to open it, which shows the sender's feelings and attitude towards the recipient. Generally, "An Qi" and "Fu Qi" are used for older elders, and "Qi Jun" and "Qi" are used for the rest of elders. For peers, according to the identity and gender of the trustee, we can use "Xunqi" (soldier), "Wen Qi" (teacher) and "Fang Qi" (lady) respectively. Use "hand open" for the younger generation and write "hand open", "hand open" and "hand open" for the children. The usage of the word "silence" is also particular. Letters to elders should be sealed, for peers and for younger generations. Postcards and New Year cards have no envelopes, so there is no "opening" and "sealing".

Sixth, reply in time.

After receiving the letter, the receiver should read and reply in time, which is one of the most basic communication etiquette. In the reply, the time of receiving the other party's letter should be stated. For letters and business letters asking for help from yourself, you should give a clear answer in time; Even if you can't help or meet the requirements temporarily, you should tell the other party so as not to miss it. A few letters that should not be answered, such as courtship letters and so-called "lucky ring" letters, can be ignored, but their contents should not be deliberately publicized and exposed.

Seven, the appropriate and taboo of letters.

As a communication etiquette document, letters also have their taboos:

Brushes and pens are suitable for pen types, and pencils are prohibited; In terms of ink color, black and blue are the best colors, and it is forbidden to use colored ink, because in many western countries, red stands for breaking up and green stands for courtship; In order to protect the freedom of communication, private letters should be kept secret from others. You shouldn't hide or open other people's letters in private. Even if you meet someone reading the letter, don't listen, read it carefully.

Format etiquette of business letters

(1) Oblique or serrated.

The main point of this arrangement is that the letterhead, conclusion, signature and sender's name are on the right or right, while the address and title in the envelope are on the left. If any of the above elements are arranged in rows, the last row should be indented by two (or three) English letters from the previous row; The text should be indented by five letters at the beginning of each paragraph, and there should be blank lines between paragraphs. This form pays attention to the beauty of symmetry and is a traditional arrangement paradigm. Only a few British people like to use it at present.

② Vertical arrangement or vertical arrangement or occlusion form.

The main point of this arrangement is that each element is arranged from the left, and each line does not shrink to the right, so the whole letter is vertical on the left and uneven on the right. Although this form is convenient and easy to type, there is no need to consider left indentation, but it is not symmetrical and beautiful enough, so it is not used by many people.

③ Improve or modify the form.

This arrangement combines the advantages of the above two forms, with the letterhead, conclusion, signature and sender's name on the right and the address and address in the envelope on the left, but each line of each element does not shrink to the right when branching; Each paragraph of the text begins with five English letters, and there can be no blank lines between paragraphs. This form gives consideration to convenience, quickness and symmetry, so it is a very popular English letter paradigm at present.

Matters needing attention

Because handwriting is sometimes difficult to recognize, it is best to print English letters.

(2) The writing of the envelope is generally that the name and address of the recipient are written in the center of the front of the envelope, and the name and address of the sender can be written on the upper left of the front of the envelope or on the back of the envelope, and the writing form should be consistent with the style in the letter.

③ Attention should also be paid to the folding of letters.

E-mail etiquette

E-mail, or e-mail, is the most convenient tool in 2 1 century, and it is also the most likely tool to bring bad impression to the other party. A few years ago, the general manager of a famous multinational company wrote a strongly worded email to his secretary, criticizing the secretary for being late when he came to the company to open the door for himself on Sunday (the general manager asked the secretary to open the door temporarily on Sunday) and dismissed him. Not to be outdone, the secretary forwarded the letter to the whole company and the media. There was a lot of trouble, and finally the general manager was fired. Of course, no other company dares to hire this secretary. It can be seen from this incident that although e-mail is a communication between two people, when you write an e-mail, you should also realize that this e-mail may be made public in the future.

Next, let's talk about the process of writing emails.

First, before sending an email, you should clearly identify the recipient and the cc person to avoid worthless mass sending. If I want to send a mass email, I will write my own email address in the recipient column and someone else's email address in the bcc column to prevent someone from sending spam to these emails.

Second, before sending an email, ask yourself if it is necessary to send it; Whether the content is accurate; If the attachment is large, you should inform the other party first and ask if it is convenient to receive the attachment (because it is inconvenient for someone to receive the attachment).

Third, pay attention to the time when sending emails to ensure that the time is accurate.

In terms of content, there is one of the biggest principles-kissing: keep it short. That is, to ensure that the e-mail content in business dealings is short and clear.

From the tone, business email is basically a business letter, so the tone should be as formal and respectful as possible.

The content and format should be consistent and avoid writing too much emotional things. Because e-mail is not as formal as a formal letter, many people can write casually, relax, or even send it without careful thinking, and then regret sending it too fast.

taboo

1. grimace: Various expressions make people feel unprofessional and immature.

2. Complaints without focus.

3. Forward a lot of paragraphs, as well as public and promotional information.

4. Express your suggestions by email. Because the other person can't see your tone and body language, it's easy to misunderstand.

5. Off topic. I'd rather send two or three short emails than a long one.

Principle of reply

After the letter is sent, give the other party 2~3 days to reply. Here are some principles for replying:

1. Read all the emails before returning; Avoid answering letters when you are emotional.

2. When replying to mass emails, avoid sending them to irrelevant people.

3. Write clearly the theme and mark the urgency. There are many kinds of emergencies: reference news-less important, emergency-emergency.

4. Sometimes you should avoid the content being too simple, because it is easy for the other party to misunderstand that you have an impatient attitude when reading.

5. Is it necessary to reply by email? If the other person's content contains emotions, it is best to respond face to face.

6. It is best to reply within 24 hours. If you are busy, you'd better send a simple email to the other party, indicating that you have received it, but you need more time to prepare or deal with it, and tell the other party a time so that he can have proper expectations.

7. If you go on vacation, you'd better list the contact information of other people in the automatic reply.

8. If you receive a mass email that needs to be discussed, you'd better read all the contents of the email before replying to avoid repetition.

Matters needing attention

Finally, when sending an email, pay attention to avoid the following problems, so as not to bring inconvenience to the other party:

1. The signature file is too long.

2. Send irrelevant letters.

3. Forward the curse chain message.

4. Forget the attachment.

5. Mail with virus.

6. I forgot to check whether my mailbox capacity is full.

7. The recipient's name is misspelled.

8. Personalized letters (personalized letters, such as paragraphs in the group, large-capacity inspirational PPT stories, preferably sent to private mailboxes).

Whether it is a formal business letter or an email, it is a tool for yourself to communicate with others, so try to maintain a respectful attitude towards each other. If you keep this attitude in the process of writing letters and replying to emails, you will avoid many problems.

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