国际商务礼仪Unit20Netiquette课件.ppt

1、Unit Twenty Netiquette网络礼仪网络礼仪Focal Points1.Netiquette(Network Etiquette or Internet Etiquette)Basics 2.How to follow the netiquette3.Business e-mail communication etiquetteContentsLead in1Reading A2Reading B3Reading C45ExercisesDo you recognize these chat abbreviations(or acronyms),try to match eac

2、h with its corresponding meaning.Warming-upIMOFor Your Information KIT BRB FYI BTW LOL be right back in my opinion By the way keep in touch laughing out loud Core Rules of Netiquette What is Netiquette?Simply stated,its network etiquette-that is,the etiquette of cyberspace.And etiquette means the fo

3、rms required by good breeding or prescribed by authority to be required in social or official life.In other words,netiquette is a set of rules for behaving properly online.Rule 1:Remember the human The golden rule your parents and your kindergarten teacher taught you was pretty simple:Do unto others

4、 as youd have others do unto you.Imagine how youd feel if you were in the other persons shoes.Stand up for yourself,but try not to hurt peoples feelings.Reading ACore Rules of Netiquette Rule 2:Adhere to the same standards of behavior online that you follow in real life In real life,most people are

5、fairly law-abiding,either by disposition or because were afraid of getting caught.In cyberspace,the chances of getting caught sometimes seem slim.And,perhaps because people sometimes forget that theres a human being on the other side of the computer,some people think that a lower standard of ethics

6、or personal behavior is acceptable in cyberspace.The confusion may be understandable,but these people are mistaken.Standards of behavior may be different in some areas of cyberspace,but they are not lower than in real life.Reading ACore Rules of Netiquette Rule 3:Know where you are in cyberspace Wha

7、ts perfectly acceptable in one area may be dreadfully rude in another.For example,in most TV discussion groups,passing on idle gossip is perfectly permissible.But throwing around unsubstantiated rumors in a journalists mailing list will make you very unpopular there.Rule 4:Respect other peoples time

8、 Its a clich that people today seem to have less time than ever before,even though(or perhaps because)we sleep less and have more labor-saving devices than our grandparents did.When you send e-mail or post to a discussion group,youre taking up other peoples time(or hoping to).Its your responsibility

9、 to ensure that the time they spend reading your posting isnt wasted.Reading ACore Rules of Netiquette Rule 5:Make yourself look good online Most people who communicate online just want to be liked.Networks-particularly discussion groups-let you reach out to people youd otherwise never meet.And some

10、times none of them can see you.In that case you wont be judged by the color of your skin,eyes,or hair,your weight,your age,or your clothing.You will,however,be judged by the quality of your writing.For most people who choose to communicate online,this is an advantage;if they didnt enjoy using the wr

11、itten word,they wouldnt be there.So spelling and grammar do count.Reading ACore Rules of Netiquette Rule 6:Share expert knowledge The strength of cyberspace is in its numbers.The reason asking questions online works is that a lot of knowledgeable people are reading the questions.And if even a few of

12、 them offer intelligent answers,the sum total of world knowledge increases.The Internet itself was founded and grew because scientists wanted to share information.Gradually,the rest of us got in on the act.So do your part.Dont be afraid to share what you know.Rule 7:Dont flame or counterflame A flam

13、e is an angry attack in a message,the kind that flares when a debate grows into a spat.Keep yourself cool.If you are flamed,dont rise to the bait.Flame wars only escalate,and no one ever wins.Reading ACore Rules of Netiquette Rule 8:Respect other peoples privacy Of course,youd never dream of going t

14、hrough your colleagues desk drawers.So naturally you wouldnt read their e-mail either.Rule 9:Dont abuse your power Some people in cyberspace have more power than others.There are wizards in MUDs(multi-user dungeons),experts in every office,and system administrators in every system.Knowing more than

15、others,or having more power than they do,does not give you the right to take advantage of them.For example,sysadmins should never read private e-mail.Reading ACore Rules of Netiquette Rule 10:Be forgiving of other peoples mistakes Everyone was a network newbie once.So when someone makes a mistake-wh

16、ether its a spelling error or a spelling flame,a stupid question or an unnecessarily long answer-be kind about it.If its a minor error,you may not need to say anything.Even if you feel strongly about it,think twice before reacting.Having good manners yourself doesnt give you license to correct every

17、one else.Reading AHow to Follow the Netiquette More and more people are communicating over the Internet now than ever.And with this boom in communication comes more opportunity to offend with bad manners.People behind the veil of Internet anonymity and the lack of face-to-face interaction between pe

18、ers can lead to rude behavior or at least behavior that is perceived as rude.In many cases people arent even aware of how they are coming off to people who read what they post.To help remedy this problem you should follow some rules of Internet etiquette,also known as netiquette,to ensure you arent

19、fueling this fire.Reading BHow to Follow the NetiquetteLarge E-mail Files One of the most annoying things you can do to someone online is probably one of the most unintentional.If you have ever sent a large file to someone by e-mail then it is likely they were frustrated that you didnt compress the

20、file prior to sending it.Its possible you didnt know you were supposed to,and thats OK-as long as you do it the next time.Large video or audio files or other attachments to e-mail may slow down a persons computer while he is trying to work.So be considerate and use a program like WinZip or another f

21、ile compression software to downsize what you are sending before attaching it to the e-mail.The recipient can extract the same quality info on her end without tying up her entire system to do it.Sending very large uncompressed files is just rude in the computer world.Reading BHow to Follow the Netiq

22、uetteNo SHOUTING You wouldnt like it very much if all your friends walked up to you and shouted whatever they had to say at the top of their lungs.It might be funny once,but it would get old really fast.In Internet chat or e-mail,using all caps when you type is the equivalent of shouting.It is to be

23、 used sparingly and only for occasional affect.Still,some people cant help but use all caps all the time.It is considered rude by those who know better,and it is a bit annoying to read.Careful With Sarcasm Sarcasm can be a great thing sometimes.It is a way to express frustration and even be funny wh

24、en others can relate to what youre saying through the tone of your voice.When you try sarcasm on the Internet,remember that the readerReading BHow to Follow the Netiquettecant hear your tone.All they see are the words.And the nature of sarcasm can make your words read pretty harsh or at least have a

25、n unintentional affect.If you send a chat message to your buddies saying,I cant wait for that new Miley Cyrus album to drop Tuesday,and you couldnt care less about Miley,they may not realize that you arent serious.Adding LOL or smiley faces can help get your point across,if you must.Cool Your Flames

26、 With so many opinions floating around social networking sites and message boards,it may be hard for other highly opinionated folks to refrain from putting their own views out there.There is no problem with a dissenting view as long as you dont use the platform as a way to wage your own personal war

27、 against otherReading BHow to Follow the Netiquettepeople.Blasting one another with heated exchanges in a place where other people can see it is bad netiquette that is so common it even has its own name.Its called flaming.So the next time you feel like bombarding someone for something he said,spare

28、the others who can see it and just cool down and ignore it.Thats the best way to get back at him anyway.Wat R U Thinking?While it may be cute to use shortened words and nonsensical grammar to you,most people reading your words just think its a reflection of your intelligence.And if they know you hav

29、e the ability to communicate properly,it is just regarded as annoying.Improve your etiquette by using proper spelling and grammar in your messages to others.The shorthand developed to make texting easier in a timeReading BHow to Follow the Netiquettewhen numeric pad letters were the only option is o

30、ver.And if you are sitting at a regular keyboard there is no excuse for not spelling things the right way.Reading BE-Mail:Thinking Twice Before You Send It Even though e-mail is a new,immediate and personable medium,business communication by e-mail is still business communication,and it must have a

31、certain level of formality.In practice,this means obeying the basic etiquette rule of showing consideration for the other person when composing a business e-mail communication.Here are some common-sense suggestions for ways to maximize the advantages of e-mail and avoid turning it into an obstacle t

32、o your success.Consider the readers disposition and perspective.A tricky feature of written communication lies in the fact that the message is static once its sent.Unlike spoken messages,which you can quickly modify if you see the receiver getting annoyed or displeased,your written messages are vuln

33、erable to the readers mood,existing perceptions,and attitudes toward the subjectand toward you.Reading CE-Mail:Thinking Twice Before You Send It Know that an e-mail can come across in unintended ways.Sometimes,perhaps because you sent the message off hurriedly,or even because the receiver is not in

34、the best of moods,an e-mail you send can be interpreted entirely differently than what you had in mind.In reply,the recipient may send a surly message or other wise show his or her irritation.Your first reaction,upon receiving it,may be to fire back a real zinger to justify or defend yourself.Howeve

35、r,the wise choice may be to nip that exchange in the bud by changing the medium immediately.Pick up the telephone or,if possible,go to that persons office or cubicle and talk through the matter.Apologize for the misunderstanding,if necessary.Reading CE-Mail:Thinking Twice Before You Send It Review b

36、efore you send.Even if you dont consider the e-mail sensitive,review it a couple of times before you send it to make sure that your tone isnt brusque or demanding.Often something as simple as putting the word please in front of a sentence will soften the tone.If after reviewing the e-mail youre stil

37、l uncertain about how it will be received,put it in the Drafts folder for a while.When you go back to it later,you can look at it with a fresh eye and judge it more objectively.If youre still not sure,consider having someone else take a look at it before you send it.Less formality doesnt mean anythi

38、ng goes.E-mails informality and conversational style can make the message readable and personal,but dont confuse informality with carelessness.As in any written communication,the errorsReading CE-Mail:Thinking Twice Before You Send Itcan stay around to haunt you for a long time.While most people are

39、 more tolerant of the occasional typo in e-mail messages,they will notice consistent violations of spelling,grammar,and structure,and their opinion of you will doubtless be influenced by it.Use standard punctuation and capitalization,and edit your e-mails carefully for grammar,punctuation,and spelli

40、ng.Use the same courtesy you would in face-to-face conversation or a formal letter.Please,thank you,I hope youre well,and Have a nice weekend are little touches that dont take much time but put a thoughtful,human face on your message.Think of what you would be saying to that person if you were havin

41、g a live conversation,and use the same courtesies that you would in that situation.Although taking the time to be courteous may sound trivial,or evenReading CE-Mail:Thinking Twice Before You Send Itcondescending,many people who are normally polite seem to forget their manners when sending e-mails.Ke

42、ep your e-mail messages shortno more than a full screen.A long message will fall into the Ill read it later category,which often translates to never.If you need to communicate a long message,send it in hard copy or attach it to the e-mail as a separate document.However,in the latter case,first make

43、sure that your recipient has the software to open your attachment.Reply in a timely manner.One of the main attributes of e-mail is its immediacy.People send e-mails because they generally expect a quick response.Respond to your e-mails,preferably within the same business day but certainly within twe

44、nty-four hours.If you cant deal with the e-mails content within that time,reply to the sender acknowledging that you received the message and stating when you will respond.Reading CIHere is an example of an e-mail message you will hardly like to receive.Can you change it so that there is more netiqu

45、ette?Exercises “Peter,can u take a look at theese files I attached?need them at seminar on fri.WANT TO HEAR YOUR CMMENTS TILL THU.Mike”Hello Peter,Please take a look at the files I attached.I need them for the seminar on Thursday.Can you send me your comments via e-mail till Thursday?Thank you.MikeI

46、I.Match the words in the box with the sentences or phrases on the right.ExercisesPayments Complaints Orders Clarifications Attachments Suggestions Apologizing Meetings Thanks Requests Closing Openings Congratulations 1.We would like to offer our sincere apologies for our mistake.2.Please find the do

47、cument attached.3.There are several points we dont quite understand;we feel there may have been a misunderstanding between us.4.We look forward to receiving your reply;Regards,Joe Blunt.5.We were very surprised and disappointed by this.Apologizing Attachments Clarifications Closing Complaints II.Mat

48、ch the words in the box with the sentences or phrases on the right.ExercisesPayments Complaints Orders Clarifications Attachments Suggestions Apologizing Meetings Thanks Requests Closing Openings Congratulations 6.We would like to congratulate you on your recent good news.7.Would Tuesday 26 October

49、be convenient for you?Would it be possible to postpone the meeting until next week?8.We are writing to enquire about.;I am writing on behalf of.9.Re order no.XJ 8103;goods shipped today.10.We have not yet received payment for order no.XJ 8103.Could you please attend to this matter as soon as possibl

50、e?Congratulations Meetings Openings Orders Payments II.Match the words in the box with the sentences or phrases on the right.ExercisesPayments Complaints Orders Clarifications Attachments Suggestions Apologizing Meetings Thanks Requests Closing Openings Congratulations 11.We would be very grateful i