國際商務(wù)禮儀Unit20Netiquette課件

1、Unit Twenty Netiquette網(wǎng)絡(luò)禮儀Unit Twenty Netiquette網(wǎng)絡(luò)禮儀Focal Points1. Netiquette (Network Etiquette or Internet Etiquette) Basics 2. How to follow the netiquette3. Business e-mail communication etiquetteFocal Points1. Netiquette (NetContentsLead in1Reading A2Reading B3Reading C45ExercisesContentsLead i

2、n1Reading A2ReadDo you recognize these chat abbreviations (or acronyms), try to match each 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 Do you recognize these chat abCore Rules of Netiquett

3、e What is Netiquette? Simply stated, its network etiquette - that is, the etiquette of cyberspace. And etiquette means the forms 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.

4、Rule 1: Remember the human The golden rule your parents and your kindergarten teacher taught you was pretty simple: Do unto others 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 AUnit

5、 Twenty NetiquetteCore Rules of Netiquette Core 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 fairly law-abiding, either by disposition or because were afraid of getting caught. In cyberspace, the chances of get

6、ting 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 or personal behavior is acceptable in cyberspace. The confusion may be understandable, but these people are mis

7、taken. Standards of behavior may be different in some areas of cyberspace, but they are not lower than in real life. Reading AUnit Twenty NetiquetteCore Rules of Netiquette RuleCore Rules of Netiquette Rule 3: Know where you are in cyberspace Whats perfectly acceptable in one area may be dreadfully

8、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 Its a clich that people today seem to have less

9、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 to ensure that the time they spend readin

10、g your posting isnt wasted. Reading AUnit Twenty NetiquetteCore Rules of Netiquette RuleCore 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 nev

11、er meet. And sometimes 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

12、they didnt enjoy using the written word, they wouldnt be there. So spelling and grammar do count. Reading AUnit Twenty NetiquetteCore Rules of Netiquette RuleCore Rules of Netiquette Rule 6: Share expert knowledge The strength of cyberspace is in its numbers. The reason asking questions online works

13、 is that a lot of knowledgeable people are reading the questions. And if even a few of 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

14、do your part. Dont be afraid to share what you know. Rule 7: Dont flame or counterflame A flame 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

15、 AUnit Twenty NetiquetteCore Rules of Netiquette RuleCore Rules of Netiquette Rule 8: Respect other peoples privacy Of course, youd never dream of going through your colleagues desk drawers. So naturally you wouldnt read their e-mail either.Rule 9: Dont abuse your power Some people in cyberspace hav

16、e 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 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

17、private e-mail. Reading AUnit Twenty NetiquetteCore Rules of Netiquette RuleCore Rules of Netiquette Rule 10: Be forgiving of other peoples mistakes Everyone was a network newbie once. So when someone makes a mistake - whether its a spelling error or a spelling flame, a stupid question or an unneces

18、sarily 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 everyone else. Reading AUnit Twenty NetiquetteCore Rules of Netiquette RuleH

19、ow 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 peers can lead to r

20、ude 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 fueling this

21、fire. Reading BUnit Twenty NetiquetteHow to Follow the Netiquette How 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

22、 frustrated that you didnt compress the 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 consider

23、ate and use a program like WinZip or another file 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

24、 computer world.Reading BUnit Twenty NetiquetteHow to Follow the NetiquetteLaHow to Follow the NetiquetteNo 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

25、fast. In Internet chat or e-mail, using all caps when you type is the equivalent of shouting. It is to be 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. Caref

26、ul With Sarcasm Sarcasm can be a great thing sometimes. It is a way to express frustration and even be funny when others can relate to what youre saying through the tone of your voice. When you try sarcasm on the Internet, remember that the readerReading BUnit Twenty NetiquetteHow to Follow the Neti

27、quetteNoHow 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 an unintentional affect. If you send a chat message to your buddies saying, I cant wait for that new Miley Cyrus album to drop Tuesday

28、, 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 With so many opinions floating around social networking sites and message boards, it may be hard for other highly opinionated

29、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 against otherReading BUnit Twenty NetiquetteHow to Follow the NetiquettecaHow to Follow the Netiquettepeople. Blasting one a

30、nother 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 the others who can see it and just cool down and ignore it. Thats the

31、 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 have the ability to communicate properly, it is just regarded as ann

32、oying. Improve your etiquette by using proper spelling and grammar in your messages to others. The shorthand developed to make texting easier in a timeReading BUnit Twenty NetiquetteHow to Follow the NetiquettepeHow to Follow the Netiquettewhen numeric pad letters were the only option is over. And i

33、f you are sitting at a regular keyboard there is no excuse for not spelling things the right way.Reading BUnit Twenty NetiquetteHow to Follow the NetiquettewhE-Mail: Thinking Twice Before You Send It Even though e-mail is a new, immediate and personable medium, business communication by e-mail is st

34、ill business communication, and it must have a 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

35、 of e-mail and avoid turning it into an obstacle to 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 gettin

36、g annoyed or displeased, your written messages are vulnerable to the readers mood, existing perceptions, and attitudes toward the subjectand toward you. Reading CUnit Twenty NetiquetteE-Mail: Thinking Twice Before E-Mail: Thinking Twice Before You Send It Know that an e-mail can come across in unint

37、ended ways. Sometimes, perhaps because you sent the message off hurriedly, or even because the receiver is not in 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 ir

38、ritation. Your first reaction, upon receiving it, may be to fire back a real zinger to justify or defend yourself. However, 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

39、through the matter. Apologize for the misunderstanding, if necessary. Reading CUnit Twenty NetiquetteE-Mail: Thinking Twice Before E-Mail: Thinking Twice Before You Send It Review before you send. Even if you dont consider the e-mail sensitive, review it a couple of times before you send it to make

40、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 still uncertain about how it will be received, put it in the Drafts folder for a while. When you go back to it later, y

41、ou 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 anything goes. E-mails informality and conversational style can make the message readable and personal, but dont co

42、nfuse informality with carelessness. As in any written communication, the errorsReading CUnit Twenty NetiquetteE-Mail: Thinking Twice Before E-Mail: Thinking Twice Before You Send Itcan stay around to haunt you for a long time. While most people are more tolerant of the occasional typo in e-mail mes

43、sages, 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 spelling. Use the same courtesy you would in face

44、-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 having a live conversation, and use the s

45、ame courtesies that you would in that situation. Although taking the time to be courteous may sound trivial, or evenReading CUnit Twenty NetiquetteE-Mail: Thinking Twice Before E-Mail: Thinking Twice Before You Send Itcondescending, many people who are normally polite seem to forget their manners wh

46、en sending e-mails. Keep 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

47、 the latter case, first make 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 bus

48、iness day but certainly within twenty-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 CUnit Twenty NetiquetteE-Mail: Thinking Twice Before IHere is an example of an e-mai

49、l message you will hardly like to receive. Can you change it so that there is more netiquette?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

50、the seminar on Thursday. Can you send me your comments via e-mail till Thursday? Thank you.MikeIHere is an example of an e-mII. Match the words in the box with the sentences or phrases on the right.ExercisesPayments Complaints Orders Clarifications Attachments Suggestions Apologizing Meetings Thanks

51、 Requests Closing Openings Congratulations 1. We would like to offer our sincere apologies for our mistake. 2. Please find the document 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;

52、 Regards, Joe Blunt.5. We were very surprised and disappointed by this.Apologizing Attachments Clarifications Closing Complaints II. Match the words in the boxII. Match the words in the box with the sentences or phrases on the right.ExercisesPayments Complaints Orders Clarifications Attachments Sugg

53、estions Apologizing Meetings Thanks Requests Closing Openings Congratulations 6. We would like to congratulate you on your recent good news.7. Would Tuesday 26 October be convenient for you? Would it be possible to postpone the meeting until next week?8. We are writing to enquire about.; I am writin

54、g 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 possible?Congratulations Meetings Openings Orders Payments II. Match the words in the boxII. Match the words in the box with the s

55、entences or phrases on the right.ExercisesPayments Complaints Orders Clarifications Attachments Suggestions Apologizing Meetings Thanks Requests Closing Openings Congratulations 11. We would be very grateful if you could send us your catalogue and current price list.12. Another option would be to. 1

56、3. We would just like to express our gratitude for all your help in this matter.Requests Suggestions Thanks II. Match the words in the boxIII. Divide the class into groups and debate against one anothers positions concerning internet etiquette.Exercises Group Debating Group As position:Internet etiq

57、uette is sometimes important.Group Bs position:Internet etiquette is always important.Group Cs position:Internet etiquette is not necessary.III. Divide the class into grocyberspace1. n. a computer network consisting of a worldwide network of computer networks that use the TCP/IP network protocols to

58、 facilitate data transmission and exchange 虛擬空間例： 1. In so many ways, cyberspace mirrors the real world. 在許多方面網(wǎng)絡(luò)空間反映了真實(shí)世界。 2. Mutual understanding is key to friendship. True friendship also exists in the virtual world of cyberspace. 交友最重要就是交心，在網(wǎng)絡(luò)虛擬世界里，也同樣存在真摯的友誼。Words & ExpressionscyberspaceWords &

59、Expressions prescribe V-T If a doctor prescribes medicine or treatment for you, he or she tells you what medicine or treatment to have. 開 (藥、處方)例：The physician examines the patient then diagnoses the disease and prescribes medication. 內(nèi)科醫(yī)生檢查了病人，然后對疾病作出診斷，并開出藥方。Words & Expressions prescribe Words & E

60、xpressions golden ruleN-COUNT A golden rule is a principle you should remember because it will help you to be successful. 黃金法則 (指有助于讓人成功的法則)例：The golden rule is not to send any email unless you would be happy to see it made public. 不要發(fā)送任何你不愿意被公開的電子郵件，這是金科玉律。Words & Expressions golden ruleWords & Exp