国际商务沟通- 《商务沟通》课程教学大纲.doc

国际商务沟通课程教学大纲一、课程基本情况（一）课程名称：国际商务沟通 International Business Communication （二）课程负责人： 郭苏文（三）学时与学分：30学时 学分2分（四）适用专业：经济管理类（五）课程教材：商务沟通原则与实践(英)Ronald B.Adl著,北京大学出版社2005.7（六）参考教材：商务管理与沟通洛克（Locker美）机械工业出版社2005.1跨文化沟通指南Sana Reynolds Deborah清华大学出版社，2004.10商务沟通李健, 李旸中国对外经济贸易出版社，2005.7 商务英语沟通 艾菲德罗伯茨 (英) 复旦大学出版社 2006.7商务沟通钱焱, 张卓立信会计出版社 2006.2商务沟通技巧(英)苏格兰学历管理委员 中国时代经济出版社 2004-09商务沟通黄竹英、黄鹂，重庆出版社，2001.9二、任务课程的性质、任务和基本要求商务沟通（商务交流）是专为经济管理类本科生所设置的实务性的基础课程。在世界经济日益全球化的今天，交流已成为工商界人士必备的技能，沟通的重要性越来越被人们所认识。与管理沟通课程不同，商务沟通课程的训练旨在提高学生在实际商务活动情境中与其他人交往和沟通的能力。本课程内容覆盖商务交流所必需的技巧，主要包括交流过程、口头表达、倾听、非语言交流、面谈、求职方法、与跨文化的上司、下属、同事沟通的方法，以及与顾客沟通的技巧等。本课程要求学生理解商务沟通对工作和人生成就的重要性，熟悉各种不同类型的商务沟通方式和方法，认识影响有效沟通的主要因素，根据商务活动的具体情况有效地利用不同的沟通方法，提高在实际组织和业务中的沟通能力和技巧。三、 学时分配建议 本课程教学总时数为30课时，具体学时分配可参照下表 序号 课 程 内 容 课 时 理论（案例）教学（节） 实践教学（节） Chapter 1Communicating at work1.1 Definition and nature of Business Communication (BC) 1.2 Kinds of Business Communication (BC) 1.3Choosing the optimal communication channel4Chapter 2Essential elements of communication2.1 Verbal communication 2.2 Nonverbal communication2.3 Elements of communication 4Chapter 3listening 3.1 The importance of listening 3.2 Factors leading to poor listening 3.3 How to improve our listening4Chapter 4Communication、Culture and Work4.1Cultural diversity and communication4.2 Organizational cultures 4Chapter 5communication with subordinates and superior efficiently5.1 Value of communicating with superior and subordinates efficiently 5.2 How to communicate with superior and subordinates efficiently 4Chapter 6communication with customers efficiently 6.1 Principals of communicating with customers 6.2 Skills of communicating with customers 4Chapter 7interview7.1 Kinds of interview 7.2 Skills of job interview 4Review2合 计30四、教学内容和基本要求 Chapter 1 Communicating at work 教学目的要求 Learn definition、nature and kinds of business communicationUnderstand the role of communication in international businessLearn channels of communication 教学重点 Channels of communicationNature and kinds of business communication 教学内容 1.1 Definition and nature of Business Communication (BC) 1.1.1 Definition of Business Communication (BC) BC ：A dynamic, multi-channeled process, which covers internal as well as external communication in a given organization.1.1.2 Nature of Business Communication (BC) Dynamic and multi-channeled nature 1.2 Kinds of Business Communication (BC) Downward communicationInternal Communication: Upward communicationHorizontal communication External communication1.2.1 Internal Communication1.2.2 External Communication EC refers to the kind of communication between the organization and the outside institutions and persons concerned.Public relations department Marketing strategy -Advertisement 1.3. Choosing the optimal communication channel1.3.1 Face-to-face communication SpeedControlInstantaneous feedbackPersonal qualityDifficult to arrangeCan be expensive and time-consumingExaggerates personality differences1.3.2 Teleconferencing Minimizes cost and delays of face-to-faceLacks visual component of face-to-faceInitiator does not know physical context of receiverEasier to initiate than teleconferencing1.3.3 Telephone and voice mailHave some personal elements of telephoneDealing with cumbersome automatic voice mail programs can be annoyingOne-sided voice communications can shortcut conversational overhead and intermediaries1.3.4 Written communicationPermanentDeals well with complex subjectsPermits time for compositionLess prone to errorsChapter 2 Essential elements of communication 教学目的要求 Understand definitions and characters of Verbal communication and Nonverbal communicationMaster elements of communication 教学重点 Analysis on elements of communication;Functions of channel and feedback in international business communication 教学内容 2.1 Verbal communication 2.1.1 Expressing all kinds of ideasThe uniqueness of VC is in that it can best express all ideas we want to express.2.1.2 Keeping and disseminating informationYou can store your idea into the computer.You can contact someone who is not in the office through telephone or leave a message 2.1.3 More clarified and efficient than other ways2.2 Nonverbal communicationNonverbal communication refers to the communication that is not in words, but through ones voice qualities, facial expressions, gestures, body movements, or attitudes towards apace and time, etc. NC used to be neglected by many people, simply because of its nonverbal nature.2.2.1 Voice qualitiesVoice quality covers a number of elements, of which three are worth our special attention. i.e.: volume; rate; pitch2.2.2 Facial expressions1、Movement of eyebrows 2、Movement of eyes 3、Smile 2.2.3 Gestures and body movementsGesture is another indispensable element for nonverbal communication. Different gestures express different messages.Some gestures seem to be known by all. Posture refers to our body positions as a whole.Posture sends different messages to other people.2.3 Elements of communication 2.3.1 MessageDefinition of messageKinds of message2.3.2 Sender and receiver2.3.3 Channel and feedback Oral channel and Written channel Formal channel and Informal channelPositive feedback and negative feedbackInner feedback and Outer feedback2.3.4 Perception Experienced-drivenAttitude-drivenIncomplete message-driven Chapter 3 listening 教学目的要求 Understand the importance of listeningLearn to overcome barriers and listen activelyMaster skills of listening 教学重点 Factors leading to poor listeningHow to improve our listening 教学内容 3.1 The importance of listening 3.1.1 The role of listening for the top managementSome people may assume the top management has little to do with listening.In order to maximize the sources of information, the top management listen to others opinion, suggestions. Organizations hold managerial meetings on regular time.3.1.2 The role of listening for the intermediate managementThe intermediate management is in a position to receive (and to feedback, too) directives from the top management and to give instructions to the employees.Managers at the intermediate lever should be sharp listeners while receiving directives from their bosses.They should not hesitate to ask his boss for clarification-because top management sometimes may neglect to give clear messages.3.1.3 The role of listening for the line-employeesLine-employees are end-receivers of the massage.It is essential for them to correctly understand the message they have received.They should not hesitate to ask his boss for clarification-because top management sometimes may neglect to give clear messages3.2 Factors leading to poor listening 3.2.1 Speaker-orientedLacking eye contactLifeless voiceLack proper gesturesClothing factorPoor organization of the speechA wrongly-chosen topic / audienceFacility-led poor effect3.2.2 Listener-orientedPerception against the speakerLacking patienceInternal noise3.2.3 Other factorsExternal noiseExternal noise3.3 How to improve our listening3.3.1 What a speaker should doFor eye contactFor voice For gesturing For clothing For speech organization3.3.2 What a listener should doBe objectiveBe patient Be aware of the internal noise3.3.3 External factors to be controlled Noise Malfunctioning of facilitiesChapter 4 Communication、Culture and Work教学目的要求 Understand the nature of CultureLearn Culture differences in international business Master skills of listening Understand the relationship between organizational Culture and Internal Communication 教学重点 Culture differences in international businessRelationship between organizational Culture and Internal Communication 教学内容 4.1 Cultural diversity and communication4.1.1 The nature of cultureLearned, not innateShapes our view of the worldDetermines how we interactFormed of many dimensionsIs usually invisible to its inhabitants4.1.2 Culture differences in international businessFormality Social Customs Styles of DressTime Tolerance for Conflict Gender Roles 4.1.3 Co-culture dimensions and communicationRegional DifferencesEthnicityDisabilities4.2 Organizational cultures4.2.1 Organizational CultureDimensions of Organizational CultureCreating and Maintaining Organizational Cultures4.2.2 Relationship between organizational Culture and Internal Communication It is a causal relationship-without a sound corporate culture, one can hardly expect a sound internal communication.Many companies are paying more attention to the build-up of sound corporate culture.There is no universal corporate culture. Every organization has its own unique culture or value set. Chapter 5 Communication with superior and subordinates efficiently 教学目的要求 Understand value of communicating with superior and subordinates efficiently Learn basic principals of communicating with superior and subordinates Master skills of communicating with superior and subordinates 教学重难点 Basic principals of communicating with superior and subordinatesHow to communicate with superiors and subordinates with different characters 教学内容 5.1 Value of communicating with superior and subordinates efficiently 5.1.1 Value for superior Build a happy working environmentBetter relationship between employees and bossHelp to construct company cultureImprove management of the organization5.1.2 Value for subordinateDo you have understood directions from your boss fully?Do you want your boss to like you?Do you want to get more space to develop?Do you want to be promoted?Do you want your salary increased quickly?5.1.3 Value for company 5.2 How to communicate with superior and subordinates efficiently 5.2.1 Skills of communicate with superior and subordinates efficiently1、Make discussion with your employeesPrepare yourself and your employeeSet a tone of collaborationBe clear about your purposeAsk employees what they think2、Skills of communication with superior efficiently The boss is your bossPay attentionAsk questionsWrite things downMake suggestionsPassing on Information 5.2.2 Eight key sentences of communicate with superior efficiently5.2.3 Different communicational methods for Different superiors and subordinates with different character Chapter 6 Communication with customers 教学目的要求 Understand value of communicating with customers efficiently Learn basic principals of communicating with customers Master skills of communicating with customers 教学重点 How to communicate with customers efficiently before selling/ in the process of selling/after selling教学内容 6.1 Principals of communicating with customers 6.1.1 Principal of customers first 6.1.2 Principal of sincerity 6.1.3 Principal of Benefit- inducement 6.2 Skills of communicating with customers 6.2.1 Communication before sellingMedia communicationInterpersonal communication6.2.2 Communication in the process of sellingHelp customers know more about the new product Help customer give up misgiving and get the impulsion to buy the products6.2.3 Communication after sellingPreparation Technical support Response to customers complaintsChapter 7 interview 教学目的要求 Understand types of interviewMaster communicational skills before interview/ in the process of interview/after interviewLearn to prepare different interviews effectively 教学重难点 Skills of interviewPreparation for an interview教学内容 7.1 Kinds of interview