《商务沟通》复习要点.doc

商务沟通复习要点Chapter 1：Communication 的定义p4The process of sending and receiving messages!Communication障碍和应对策略。（熟练掌握、灵活应用）p14障碍1.Distractions2.Information overload3.Perceptual differences4.Selective perception 5.Language differences6.Restrictive environment7.Deceptive tractics应对策略minimizingAdopting an audience-centered approachFine-tuning your business communication skillsBeing sensitive to business etiquetteGiving-and responding to-constructive feedbackChapter 1：组织正式沟通和非正式沟通的特点、外部沟通和内部沟通的特点、横向和纵向沟通的特点（熟练掌握、灵活应用）Chapter 1：effective business messages的五大特点1、 Provide practical information2、 Give facts rather than impressions3、 Clarify and condense information4、 State precise responsibilities5、 Persuade others and offer recommendationChapter 2：Team沟通的优劣点。（熟练掌握）（课本39页）优点：1、Increased information and knowledge2、Increased diversity of views3、Increased acceptance of a solution4、Higher performance levels缺点：1、Groupthink2、Hidden agendas3、Free riders4、CostChapter 2：Groupthink的含义。 Groupthink occurs when these peer pressures cause individual team members to withhold contrary or unpopular opinions.Chapter 2：区别三种listening style。（熟练掌握）（课本56页）1、 contant listening is to understand and retain the speakers message2、 critical listening is to understand and evaluate the meaning of the speakers message on several levels3、 empathic listening is to understand the speakers feelings ,needs,and wants so that you can appreciate his or her point of view ,regardless of whether you share that perspectiveChapter 3：Stereotyping定义。 Stereotyping is assigning generalized attributes to an individual on the basic of membership in a particular group.Chapter 3：文化差异的分类及表现。（灵活应用）（课本76页）1、contextual differences2、legal and ethical differences3、social differences4、nonverbal differences5、age differences6、gender (性别)differencesChapter 4：沟通的一般性目的有哪几种？p102To inform to persuade or to collaborateChapter 4：three-step process的三个步骤是？每个步骤包括哪些内容？1、planning Analyze the situation Gather information Select the right medium Organize the information2、writing Adapt to your audience Compose the message3、completing Revise the message Produce the message Proofread the message Distribute the messageChapter 4：Audience profile（受众分析）包括哪些内容？p1041 identify your primary audience2 deterrmine audience size and geographic distribution3 determine audience composition4 gauge audience memberslevel of understanding5 understand audience expectations and preferences6 forecast probable audience reactionChapter 5：Indirect approach和direct approach的含义和适用条件（熟练掌握）Chapter 5：the“you” attitude的含义和其两种具体使用方法？含义 By speaking and writing in terms of your audiences wishes,interests,hopes and preferences两种具体使用方法1 The “you” attitude is best implemented by expressing your message in terms of the audiences interests and needs.2 Avoid using you and yours when doing so :makes you sound dictatorial. Makes someone else feel guilty. Goes against your against your organizations style.Chapter 6：completing的主要任务有哪些？completing中revising的第一要务是什么？Revise the message Produce the message Proofread the message Distribute the message revising的第一要务reviewing for readabilityChapter 6：Informative headings 和描述性headings的区别Informative headings: put your reader right into the context of your message Descriptive headings: identify a topic but do little more Chapter 6：提高信息清晰性、简洁性的技巧（熟练掌握、灵活应用）Break up overly long sentencesRewriter hedging sentencesImpose parallelismCorrect dangling modifiersReword long noun sequencesReplace camouflaged verbsClarify sentence structureClarify award referencesModerate your enthusiasmDelete unnecessary words and phrasesEliminate redundanciesRecast “it is/there are “startersChapter 7：在routine request message的body部分，采用问题形式来提出请求的技巧有哪些？p206Ask the most important questions first Ask only relevant questionsDeal with only one topic per questionChapter 7：routine request的developing strategy？p204State your request up frontExplain and justify your requestRequest specific action in a courteous closeChapter 7：成功的推荐信里应当包括哪些部分？（熟练掌握）The candidates full name The position or other objective the candidate is seeking The nature of your relationship with the candidateAn indication of whether you are answering a request from the person or taking the initiative to write Facts and evidence relevant to the candidate and opportunityA comparison of this candidates potential with that of peers,if availableYou overall evaluation of the candidates suitability for the opportunityChapter 8：用indirect approach表达negative message的步骤和技巧？（熟练掌握）p250步骤Plan your message Write your message Compete your message 技巧Open with a bufferProvide reasons and additional information Continue with a clear statement of the bad newsClose on a positive note Chapter 8：buffer的定义和作用A neutral,noncontroversial statement that is closely related to the pint of the message Chapter 9：理解routine messages和persuasive messages的差异Chapter 9：简要阐述AIDA方法的涵义。Attention your first objective is to encourage your audience towant to hear abount your problem,idea,new product_whatever your main idea isInterest exlplain the revevance of your message to your audienceDesire help audience members embrace your idea by explaining how the change will benefit them Action suggest the action you want reads to take Chapter 10：理解和熟悉yardstick approach。The yardstick approach compares althenatives to a set of predetermined standards,without conducting experiments or evaluating hyporthesesChapter 10：Work plan包含哪些要素? （熟练掌握）Statement of the problem or opportunityStatement of the propose and scope of your investigation Discussion of the tasks that need to be accomplished in order to complete the repo