Responding to emails – effective professional responses

Responding to business emails efficiently and effectively reinforces the sender’s professionalism to the reader, and enhances credibility. Responses need to be designed to ensure communication is clear, respectful, and productive.

高效回复商务电子邮件可以增强发件人在收件人心中的专业形象，并提升可信度。因此回复内容需要精心设计，以确保沟通清晰，内容尊重且结果富有成效。

Planning a reply

为回复邮件做准备

在撰写回复前，规划完整的回应非常重要。首先要明确期望的回应，理清电子邮件的目标是什么，过程中可以通过记笔记以确保涵盖所有的要点，并排除不相关的信息。

Notes should also be checked for completeness, to ensure everything the reader will need is included. Organising points in order of importance aids in drafting a coherent and focused reply; whilst understanding the message thoroughly allows for a comprehensive understanding of content, facilitating appropriate responses.

除此之外，还需要检查回复内容的完整性，以确保包含收件人所需的所有内容。笔记内容按照重要性顺序组织要点可有助于草拟连贯、集中的答复。彻底理解信息则有助于全面了解内容，从而做出适当的回应。

Writing a reply

撰写回复邮件

It is imperative to state key information first; placing critical details at the beginning of the email confirms the degree of importance. Additionally, ensuring completeness, clarity, and straightforwardness in the text is vital.

首先最重要的是陈述关键信息。在电子邮件开头放置关键细节可使收件人确认其重要性。此外，确保文本的完整性、清晰度和直截了当的陈述至关重要。

Acknowledging receipt by thanking the sender sets an initial positive tone before addressing any questions; with each question always addressed in a separate paragraph to enhance readability and organisation. Concluding an email with thanks reiterates appreciation and professionalism.    

在收到邮件时通过感谢发件人来确认收到邮件，这是为了回复邮件设定的初始积极基调，每个问题都应在单独的段落中回答，以增强可读性和组织性。最后，重申感谢之情结束电子邮件，表现写作时的专业态度。

Inserting answers in body of sender’s email

在正文中做出问题答复

There are two primary methods for replying to an email: i) the standard reply, which involves writing the response after the sender’s text, and ii) inserting replies within the body of the sender’s text.

回复电子邮件主要有两种方式：一是标准回复，即在发件人文本之后写回应；二是在发件人文本的正文中插入答复。

The second method, where responses are inserted after individual points are made in the sender's email, reduces word count, minimises misunderstanding, saves time for both the writer and recipient, ensures all requests and questions are addressed, and makes it easier for the recipient to see responses directly related to specific queries.

第二种方法，即在发送的电子邮件内容的个别要点后插入回应，可以减少字数，最小化误解，为写信人和收信人节省时间，确保处理所有请求和问题，使收件人更容易直接看到与特定查询相关的回应。

Saying ‘thank you’

表达感谢

Expressing gratitude is a foundation of professional communication. In English, 'Thank you' and 'Please' are used more frequently than in some other languages, such as Chinese. Neglecting to thank someone can be perceived as rude, so it is preferable to overuse thanks rather than risk appearing ungrateful. 'Thank you' can be used as a stand-alone phrase, or even in an email subject line to quickly acknowledge receipt of something.

表达感激是专业沟通的基础。在英语中，“Thank you”和“Please”比一些其他语言（如中文）使用得更频繁。忽略感谢可能会被视为无礼，因此最好是宁愿过度使用感谢，以免显得不悦。“谢谢” 也可以作为一个独立的短语使用，甚至可以用在电子邮件的主题行中，以快速确认收到某件事物。

Responding with feedback to others

对他人做出回应

Constructive feedback should follow the ‘sandwich approach’, i.e. surrounding any critical content with positivity before and after. Starting with a positive comment and thanks (e.g., ‘Thank you for sending your report.’) sets a friendly tone; whilst highlighting strengths, such as a clear and concise summary, acknowledges good work.   

建设性的反馈应采用“夹心方法”，即在批评性内容前后包裹积极的评论。从积极的评论和感谢开始（例如，“感谢你发送你的报告。”）设定友好的基调；同时突出诸如清晰和简洁的总结等优点，以表扬良好的工作。

Constructive criticism should be phrased as questions or suggestions (e.g., ‘Have you thought about...?’ or ‘It might be a good idea to...’). Offering further help shows willingness to assist (e.g., ‘If you need any more help, I would be happy to discuss further’). Concluding positively leaves the recipient feeling appreciated, but also aware of areas for improvement.

建设性批评应以问题或建议的形式表达（例如，“你有没有考虑过...？”或“这样做可能是个好主意...”）。提供进一步的帮助显示了协助的意愿（例如，“如果你需要更多帮助，我很乐意进一步讨论”）。积极的结束让收件人感到被重视，同时也意识到改进的领域。

Getting clarification and making suggestions

要求澄清和提出建议

Clear communication is essential to avoid misunderstandings. In Western cultures, directly admitting a lack of understanding is actively appreciated and can prevent the occurrence of significant future problems. Asking for clarification, or offering constructive suggestions, builds respect and trust among colleagues.

清晰的沟通是避免误解的关键。在西方文化中，直接承认理解不足往往会被积极欣赏，也能够防止未来重大问题的出现。不仅如此，要求澄清或提出建设性建议能增强同事之间的尊重和信任。

If there is any concern about appearing too direct, using introductory phrases (e.g., ‘I just want to be absolutely sure we are on the same page...’), framing questions to indicate shared difficulty, or using passive phrasing (e.g., ‘Was the decision to implement this made without your input?’) can also soften the approach.

如果担心过于直接，可以使用一些引导性短语（例如：“我只是想确认我们的理解是一致的……”），将问题表述为共同的困难，或使用被动语态（例如：“这个决定是在没有征求你意见的情况下作出的吗？”），这些都可以使对话方式更加温和。

By following these guidelines, responses to business emails in English can be professional, clear, and effective; promoting better communication and collaboration in professional interactions.

遵循上述指南，即可对商务邮件的回复保持专业、清晰且有效，从而促进在专业互动中更好地沟通与合作。

BMC Partnership offers ‘E-mail Responses’ as part of our full range of market tested, fully customised business training products. Please contact us for more details of this course, which can be delivered in English or Chinese.

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