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1、跨文化暨商务英语书面沟通Business English Written Communication in Cross-cultural Environment 大纲Outine版块一（邮件专版, 3小时）Section I(fundamentals, 3 hours)电子商务邮件的“六大部分”的升级版标题：呼唤你+愉悦你称呼：事件的性质(主)你们的关系(次)开头：一语中的，同时传递温度细节：提供“所有的必需的”信息；格式上做到“三个凡是”请求：清晰，同时展示对话的能力（非对抗的姿态）结尾：主动而开放（让读者产生双向沟通的感觉）电子邮件中的禁区什么时候该说不该写，什么时候该写不该说？案例实践一
2、：有技巧地催促同事按时交报告Fundamentals: six parts in first-class business correspondence Subject: relevant + positive Greeting: the nature of the matter + your relationshipOpening: put your purpose in a direct and warm wayDetails: provide “all the needed” information and enough white spaceRequest: make a clear
3、and conversational (not confrontational) requestEnding: active and open (make it read like a two-way communication)Something you never do with emails When do you use email to communicate?Case study I: Push the colleague to send the report on time版块二（结构专版，3.5小时）Section II(Structure, 3.5 hours)版块三（语言专
4、版，3小时）Section III(Language, 3 hours)版块四（语言专版，2小时）Section IV(Language, 2 hours)Barbara Minto女士创建的金字塔结构 盎格鲁人的文化性格为什么尤其适应职场？ 结论先行，向下想三层什么是金字塔结构？ 自上而下；垂直方向用问题-回答展开；水平方向用归纳(遵循MECE原则)或演绎展开怎样使用金字塔结构？ 发散思维，画出所有内容气泡，找出气泡间的逻辑，得出结论，将结论放在金字塔塔尖案例讨论二：为进度报告、活动方案、工作计划、竞升申请做金字塔结构Pyramid structureWhy do we need to le
5、arn from Anglo group for their specific communication style in business environment? Start the article with conclusion to catch attention and avoid misunderstandingWhat is pyramid structure? Top down; Vertical: question-answer; Horizontal: induction (MECE) or deductionHow do we use pyramid structure
6、? Put out all the bubbles, govern the bubbles by logic, make the conclusion and put it to the topCase study II: Draw the pyramid structures for progress report / business proposal / work plan / promotion application 让书面语言有说服力明确采用日耳曼欧洲文化人群的信息化语言：第一给数据，第二给事实，第三给细节，少用形容词用50个最有驾驭力的动词提升文章的表达力从学术派转为商务风孔儒亚
7、洲文化人群在职场上的短板：谦逊的态度 和稀泥的表述方式案例讨论三：向上级要批准案例讨论四：向客户请求前去拜访Writing to persuade others SpecificAdopt Germanic European groups informative language, instead of descriptive language: data come first, then facts; adjectives come at lastUse 50 power verbs to make your article influentialChange from academic s
8、tyle to business styleBe assertive in your positionCase study III: Request a senior manager for approvalCase study IV: Request to pay a visit to a client处理敏感/负面/尴尬的事件积极借用西方文化中的修辞学，做到绝对坦率，同时绝对礼貌陈述“能/应该”做的，而不是“不能/不应该”做的案例讨论五：回应投诉案例讨论六：婉拒对方案例讨论七：讨论分歧案例讨论八：催促上级Writing on sensitive/negative/embarrassing
9、issues Positive Use “consistency” to persuadeState “what can/should be done”, instead of “what cannot/should not be done” (Practice: How to reject an offer, figure out the disagreement, push your supervisor)Be direct Be rude；Positive intention needs to be amplified in written languageCase study V: R
10、eply to a worried messageCase study VI: Reply to a complaintCase study VII: Solve a conflictCase study VIII: Push superior to make a decision版块五（综合演练，1.5小时）Section V(Wrap-up, 1.5 hours)操练“TCS”写作思维：Tone, Content, Structure使用正确的语气：让读者情感上舒适发散思维，提供所有必需的信息：让读者被周到地沟通（思维的广度）收拢思维，构建金字塔结构：让读者逻辑上被说服（逻辑的深度）案例实践九：回复一封焦虑的邮件Practice “TCS”: Tone, Content, StructureUse the correct tone: make the reader emotionally comfortableProvide all needed information: make the reader thoughtfully informedBuild pyramid structure: make the reader logically persuadedCase study IX: reply to a worried message12实 用 文 档
