商务交际英语(1)Chapter2

1、English & Communicationfor Colleges Review of Chapter 1 The purposes of communication (交际的目的) The communication process (交际的过程) The two media used for sending messages The two media used for receiving messages The three major responsibilities of senders The two major responsibilities of receivers Fo

2、rms of communication (交际的形式) Two types of barriers to communication The purposes of communication (交际的目的交际的目的)： 1）To Establish and Build Goodwill 建立并增进信誉； 2）To Persuade 说服对方； 3）To Obtain or Share Information 得到或共享信息； 4）To Establish Personal Effectiveness提高效率； 5）To Build Self-Esteem建立自尊。 The communic

3、ation process (交际的过程交际的过程) 1）The Sender 信息本身； 2）The Message 信息的发送者； 3）The Receiver 信息的接受者； 4）The Feedback 反馈； 5）The Channel 交流渠道（或方式）。ReceiverSenderMessageFeedbackChannelThe Communication ProcessCommunication Media:speakingwritingReading listeningSending MessagesReceiving Messages The Senders Respon

4、sibilities 信息发送者的责信息发送者的责任：任： 1）Audience Analysis 对象分析； 2）Environmental Analysis 环境分析； 3）Encourage and Interpret Feedback 鼓励并解释反馈 The Receivers Responsibilities 信息接受者的信息接受者的责任：责任： 1）Reading 读 2）Listening 听 (1)Clarify for understanding 请求说话人解释清楚(2)Check for understanding 自己作出解释与说话人核实Forms of Communic

5、ation External and Internal Communication (对外和对内) Formal and Informal Communication (正式和非正式) Downward, lateral (horizontal) and upward communication (对上对下和平级之间) Written, oral, and electronic communication(书面、口头和电子文本) Barriers to CommunicationuEnvironmental factors (lighting, heat, humidity, comfort,

6、 and noise)uThe appearance of a written documentuErrors in content, spelling, or grammaruInappropriate formatua “closed or authoritarian climate”Personalities (extroverts vs. introverts)Educational backgrounds ExperiencesCultures StatusesBiases Motivation or interests小练习小练习 判断正误判断正误（True or False）。

7、(1) External communication originates within an organization and is sent to receivers within the organization. False External communication originates within an organization and is sent to receivers outside the organization. (2) To communicate effectively, the receiver must use audience analysis, ex

8、amine the messages environment, and encourage and interpret feedback. False To communicate effectively, the receiver must read and listen effectively. (3) The two types of communication barriers are external and internal. True (4) The key parts of the communication process are only sender, message,

9、and receiver. False The key parts of the communication process are sender, message, receiver, feedback, and channel. (5)Two media are employed when receiving communicationsspeaking and writing. False Two media are employed when receiving communicationsreading and listening. 1.Your ability to establi

10、sh and build relationships affects every aspect of your life. Whether in your social, academic, or professional life, this ability determines the depth of your relationships with your friends, loved ones, family, classmates, and coworkers.2. Understanding your responsibilities as a participant in co

11、mmunication, understanding the forms of communication, and being aware of barriers to effective communication will aid you in becoming a better communicator.3. As humans, we have two means by which to send messages and two means by which we receive them. To send messages, we speak and write; these m

12、essages are accompanied by nonverbal symbols. To receive message, we read or listen.Translation 1.Your ability to establish and build relationships affects every aspect of your life. Whether in your social, academic, or professional life, this ability determines the depth of your relationships with

13、your friends, loved ones, family, classmates, and coworkers. 建立关系的能力会影响到你生活的各个方建立关系的能力会影响到你生活的各个方面。不论是在社交、学业和职业方面，这面。不论是在社交、学业和职业方面，这种能力都决定着你与朋友、所爱的人、家种能力都决定着你与朋友、所爱的人、家人、同学、同事的关系的紧密程度。人、同学、同事的关系的紧密程度。Translation 2. Understanding your responsibilities as a participant in communication, understanding

14、 the forms of communication, and being aware of barriers to effective communication will aid you in becoming a better communicator. 理解作为交流参与者的责任，理解交流的理解作为交流参与者的责任，理解交流的形式，认识妨碍有效交流的种种问题将有形式，认识妨碍有效交流的种种问题将有助于你成为一个善于交流的人。助于你成为一个善于交流的人。Translation 3. As humans, we have two means by which to send message

15、s and two means by which we receive them. To send messages, we speak and write; these messages are accompanied by nonverbal symbols. To receive message, we read or listen. 我们人类发出讯息时有两种途径，接受讯我们人类发出讯息时有两种途径，接受讯息时也有两种途径。我们通过说和写发出息时也有两种途径。我们通过说和写发出讯息，这些讯息会伴有一些非语言符号。讯息，这些讯息会伴有一些非语言符号。我们通过读和听接收讯息。我们通过读和听接

16、收讯息。TranslationChapter 2Communicating in A Diverse WorkplaceAnitas Case-Succeeding in a Global Business Environment Para 1-2 1. merge v.合并；融合；兼并 His department will merge with mine. 他的部门将和我的合并。 2. administrative assistant 行政助理 3. relocate v.重新装置；再配置；放在新地方 Would you be willing to relocate to another

17、city? 你愿意被调到另外一个城市吗？ She should be willing to relocate to the USA. 她应该是愿意调迁到美国。 Para 1-2 一家非常成功的德国汽车公司最近与一个美国汽车公司并购。来自德国的团队与美国雇员在底特律相会。 Anita Boaz女士受雇于底特律方面有7年了，在此期间，从行政助理晋升为经理。因为这次并购，Anita的新上司将是一位德国经理，名叫Hans Dortmann。Anita在并购前放松的美国办公环境里感觉一直很好，但是现在因为要会见德国来访者，她有点紧张。她担心的原因是德国人的英语会让她不太好懂。 Para 3-5 4. c

18、asual adj.非正式的；漫不经心的 He was wearing casual clothes. 他穿着便服。 He took casual job to support the family. 他做些临时性的工作来养家。 5. slacks n. 便裤；宽松长裤 6. conservative adj.保守的；守旧的 7. business suit 西装，正装 8. baffle v.困惑；难倒；阻碍；受挫 Police are baffled as to the identity of the killer. 警方不解凶手是谁。 One of the exam questions

19、baffled me completely. 有一道试题把我完全难住了。 9. chilly adj.寒冷的；冷淡的 Its a chilly morning. 这是一个寒冷的早晨。 He had a chilly welcome of our coming. 他冷淡地迎接我们的到来。 10. rude adj.粗鲁无礼的 11. standoffish adj.不友好的；冷淡的 12. put off 使反感；使倒胃口；使生气；使不高兴： Hes a good salesman,but his offhand manner tends to put people off. 他是个很好的推销员

20、，可他那随便的举止容易使人反感。 13. cultural orientation 文化取向 Para 3-5 Anita与她的新上司德国人Dortmann先生的第一次见面定在一个周五底特律办公室的休闲着装日。Anita选择了漂亮的宽松裤子，而非牛仔裤。那天，交通不同寻常的拥挤，所以Anita到会就晚了几分钟。当她到达会议室时，会议室的门关着。她敲了一下门，然后就进去了。德国人，全部西装革履，围着一张会议桌正襟危坐。Anita对Dortmann伸出手去，微笑着说：“Hans，早上好。很高兴见到您！我是Anita Boaz。” Dortmann 犹豫着站了起来，简略地打了个招呼，然后坐了下来。A

21、nita觉得有点受到冷遇。这时她认定原因可能是Dortmann先生不习惯与女士一起在管理层工作。Anita感觉失望。她离开时，认为Dortmann和其它德国人既粗鲁又不友好。与此同时，德国人也因为感觉到Anita的粗鲁行为而不高兴。 几星期后，公司开办了几堂文化导向课。Anita学到了有关德国商人的特点：v他们重视领导和组织机构v他们相互致意时很正式，适时使用“博士”或“教授”等头衔v他们喜欢工作时用数据或其它实在的“证据”v他们倾向于将公务与休闲分开，完成公务后再幽默，再闲聊。 许久以后，Anita与她的同事和德国人发展了友好交往。但是，首先他们应该相互尊重。Anitas Case-Succ

22、eeding in a Global Business EnvironmentCharacteristics of German businesspeoplel Have a high regard for authority and structurel Greet each other formally, using titles such as “doctor” or “professor” when appropriatel Enjoy working with data and other concrete “evidence”l Tend to separate business

23、and pleasure, saving humor and social talk until after the business is doneAnitas Case-Succeeding in a Global Business EnvironmentAnitas problems:Dressed slacks instead of jeansA few minutes late for the meetingKnocked once at the door and went inCalled the given name of Hans Dortmann2.1 Cultural Di

24、fferences at Home and Abroad 国际国内的文化差异 Cultural diversity (definition) (para.1) With cultural diversity, people from different backgrounds have different languages, customs, values, manners, perceptions, social structure, and decision-making practices. 文化多样性，就是指人们有着不同的语言，习俗，价值观，礼节，感受，社会结构和决策经验。 Mult

25、icultural society(para.3) Multicultural society it is a society made up of people from many different cultures. 多文化社会，是由来自许多不同文化背景的人组成的社会。如美国现在已经汇聚了30多种文化，可以称得上是一个典型的多文化社会。multi-: many; more than one 许多的，多倍的，多方面的multicolored 彩色的 multi-role 多作用的，多功能的multinational adj.涉及多国的 multinational company n. 跨国

26、公司make up: (由部分）组成，构成（整体）；Eg. Women make up 56% of the student numbers. 弥补（不足）；补偿，赔偿 配制 eg: make up the medicine 编造，虚构（故事）eg: make up some excuse 铺床 eg: make up the bed Example Immigrants to America (para.4)Hispanics (拉美裔人)Asian Americans(亚裔美国人): China, Korea, IndiaAfrican Americans(非裔美国人)the U.S. C

27、ensus Bureau: 美国人口普查局the U.S. Department of Labor: 美国劳工部 Multinational company Multinational company it conducts business in two or more nations. 跨国公司指的是在两个或两个以上的国家开展业务的公司，比如肯德基、麦当劳这样的快餐店，已经遍布世界各地。Cultural Differences (p40) ExampleCompliment Americans: pleased to Americans: pleased to receive receiv

28、e Asians: uncomfortable;Asians: uncomfortable; a sign of vain a sign of vainCultural DifferencesPersonal Space4Language Differences1Body Language2Facial Expressions3Business Cards5Language Differences People all over the world speak more than 3,000 languages. The most widely used language in the Uni

29、ted States is English, but the most widely used language in the world is Chinese. 全世界有三千多种语言，它们的发音、形式、结构、语法等都各不相同。比如说，英语What is it?的中文表达是“它是什么？”两句话意思相同，但句子结构却不一样。虽然英语被普遍使用，但它仅仅是十几个国家的母语。在美国，被使用得最多的语言是英语。而在全世界，被使用得最多的语言是汉语。Language Differences:世界上主要的大语系语系代表语言占世界语言百分比印-欧英语 法语 俄语 印地语 波斯语48%汉-藏汉语 藏语 泰语

30、缅甸语24%尼日尔-刚果斯瓦希里语6%亚-非阿拉伯语 希伯来语5%马来亚-波利尼西亚印度尼西亚语 马来西亚语5%德拉维达泰米尔语3% 阿尔泰土耳其语 蒙古语 哈萨克语2%Body Language 肢体语言肢体语言，也就是打手势或运用我们身体的一些部位，是一种非言语交际。肢体语言往往比话语本身更重要。举例说明，OK的手势在法国意味着“没有价值”或“零”，而在美国意味着“我接受”。伊斯兰国家的人认为脚是不干净的。印度人打招呼时，双手合十，点头或鞠躬。如果一位日本人向你鞠躬，你最好以同样的深度回鞠一躬。Body Language Countrybody language customsAmeric

31、aOk sign represents all right, in other countries means obscene or lewd comment.IslamIslamic people consider the feet unclean, dont cross your feet at the ankle.ChinaNodding means yes, shaking your head means no, Greek may tilt the head to either side to signal yes, to signal no, they may slightly n

32、od the head upward or just lift the eyebrows.BritishBritish think V sign means victory, but for Greeks, they think it is impolite.FranceSpreading your thumb means “ask question”, in Singapore, it means “the most important thing”.Thailand If you want to signal a person to come near, you should move t

33、he fingers back and forth with palm down. But in the United States, you ask someone to come by holding the palm up and moving the fingers towards our body.TurkeyPutting ones hand in ones pockets is a sign of disrespect, In some Asian countries, you must not touch the head of another person. And in C

34、hina, people dont kiss or hug each other, except hisher lover.MuslimsIn Chinese, people hand everything with both hands to show their respect, but for Muslims, they think the left hand is unclean and do not eat or pass something with it.Body LanguageBody language Greeting customs (p42表格)Facial Expre

35、ssions Eye contact (目光接触目光接触) Americans: maintain steady eye contact Asians: Less contact is more respectful! Smile (微笑微笑) Americans: to show pleasure and good nature Middle Easterners: to soothe(安慰) sb, to avoid conflict French: to smile on the street is an inappropriate intrusion Asians: when they

36、 are happy, sad, apologetic, angry, frustrated, thankful, or even confused面部表情 不同文化对于面部表情和微笑有着不同的理解。美国人从小被教育说话时要看着对方，而在中国传统里，这样做是不礼貌的。美国人常常用微笑来表示高兴和善意，而亚洲人以微笑来表达或者掩盖各种感情。在微笑的时候，他们也许高兴、感激、抱歉、困惑、悲伤、沮丧甚至愤怒。Personal Space AmericaAmericans appreciate personal space of 18 inches to three feetWestern Europ

37、eans The same zone as most Americans18 inches to three feet.Middle EasternMediterraneans and Hispanic cultures are comfortable with a personal distance of less than 18 inches.ChinaChinese are used to very limited personal space and are generally comfortable with physical closeness.IndiaResident of I

38、ndia may have a smaller personal space than someone who is home on the Mongolian steppe(蒙古大草原), both in regard to home and individual.JapanThey dont like touching each other.KoreaThey like standing with a big distance.1 inch = 2.54 cm; 1 foot = 30.48 cmNorth Americans distance habit050cm: intimate l

39、overs and family members50120cm: friends (personal distance)120270cm: acquaintances (social distance)270cm: public space, not belong to oneselfBehind: strangers speaking from behind are allowed to stand much more nearer.私人空间 私人空间是环绕在一个人周围、不容他人侵犯的空间。侵犯了一个人的私人空间，会让这个人感到很不舒服。大多数美国人或欧洲人对于18英寸到3英尺的距离感到舒适

40、，而亚洲人习惯超过3英尺以上的私人空间。Business Cards Americas: causal with cards Chinese: take business cards very seriously and exchange them early in a meeting Japanese: take business cards seriously, hold the business card with the thumbs and forefingers of both hands and bow slightly 美国人对于名片不那么讲究，在中国就不一样了。中国人很看重名

41、片，往往在会议之前就交换名片。当你接到中国人的名片的时候，要仔细看它，不要马上收起来。 Do the exercise of Checkpoint 2keys:F F F T F T T 2.2 Effective Cross-Cultural Communication 有效的跨文化交际 Cross-cultural communication 跨文化交际跨文化交际 Cross-cultural communication takes place when two individuals from different cultures communicate, whether verball

42、y, nonverbally or in writing. 跨文化交际在两个来自不同文化的人之间产生，它有可能是语言交际、非语言交际或书面交际。Four Guidelines for Crosscultural Communication跨文化交际的四项指南 1Learn about and accept cultural differences. Activities like reading books, talking with foreign friends and traveling abroad can help you understand different life styl

43、es, values and customs and thus see the differences between cultures. 学习以及接受文化差异。学习以及接受文化差异。 你可以从博客、书本杂志、电影等地方获得其他人的经验，你也可以出国旅游，和外国人交朋友，从中积累你自己的经验。无论何种方式，都能让你了解不同的生活方式，价值观和习俗，从而帮助你了解文化之间的差异。 2Be sensitive to people from other cultures. A stereotype helps you understand features of a group, but its f

44、ar from enough to judge every single individual. Even positive stereotypes can be misleading or even damaging. In addition to stereotypes, you should avoid talking about politics and religions, and be more sensitive to ethnic, religious and moral values of others. 谨慎地面对来自不同文化的人。谨慎地面对来自不同文化的人。 典型的形象可

45、以帮助你了解它所代表的群体的特点，但对于判断群体里的个人特点，则远远不够。就算是正面的典型形象也会误导人，甚至造成不良影响。除了典型形象，你还要注意，不要谈论政治和宗教话题，对待他人的民族观、宗教观和道德观的时候，一定要谨慎言行。 3Be prepared for language barriers and get past them. Language is very important in cross-cultural communication. Learning some key phrases of languages other than your own is very use

46、ful. 为语言障碍做好准备，争取跨过这个障碍。为语言障碍做好准备，争取跨过这个障碍。 语言对于跨文化交际非常重要，学习一些外语的日常用语，能够让你和他人之间相处得更为融洽。 4Keep messages simple and short. It will make the process of communication easier and faster. It will make the process of communication easier and faster. 保证信息的简短性保证信息的简短性，这样会让交际的过程更轻松更有效率。Eight Strategies for Gl

47、obal Communication跨文化交际的八条策略 (1)Be adaptable. 要适应对方 (2)Use your best English-speaking habits. 使用最好的英语说话习惯，如果不是正式讨论业务问题，讲话要慢一些，尽量使用较简单的词语 (3)Do not use acronyms, slang, and jargon. 不要使用缩略语、俚语和行话 (4)Be aware of a cultures forms of nonverbal communication. 了解其他文化非言语交际的形式 (5)Use visual aids. 使用辅助视觉手段 (6

48、)Recognize that people from other than your own have different assumptions. 承认来自其他文化的人们对什么是恰当的有着不同的假设 (7)Be careful about using humor. 使用幽默时要小心 (8)Maintain personal contact. 保持人与人之间的直接接触练习 Which of the following is NOT the strategy for effective global communication? A. Be adaptable in your communic

49、ation style B. Use your best English speaking habits. C. Use acronyms slang and jargon. D. Use visual aids. C2.3 Other Diversities in the Workplace 工作场所其它的差异 除了文化差异，跨国公司里还存在着各种各样的差异，比如，员工之间可能有不同的宗教信仰、性格特点、社会地位等。 In addition to differences in cultures, you are likely to encounter other types of diver

50、sity in the workplace. They are: race or ethnicity 种族或民族差异 gender 性别差异 physical abilities 体能差异 social class 社会阶层差异 age 年龄差异 socioeconomic status 社会经济水平差异 religion 宗教差异 personality 性格差异 It is necessary for us to learn some tips for more effective cross-cultural communication. For example: Dont make a

51、ssumptions based on a persons behaviors, appearance, name or group. Dont tell if someone is good or bad based on his belief, career or appearance. 当你与来自不同背景的人打交道的时候，交际技巧显得格外的重要。如：不要根据别人的行为、穿着、名字或所处的群体给人定性。 Please turn to the course book, page 53, to learn more tips. 教材就口头和书面的跨文化交际提出了14条具体的建议： 1) 多样性

52、有很多层次并且非常复杂复杂性，包括一种文化之中不同的亚文化； 2) 除非直接涉及所谈内容，否则，不要使用有关国别、人种、宗教等词汇，因为这样会使人隔离； 3) 承认自己所不懂的东西； 4) 注意人们如何称呼他们自己； 5) 不要以面貌、姓名和团体取人； 6) 不要以高人一等的态度待人； 7) 对亲身听到的东西不要怀疑它的真实性； 8) 愿意改变自己的偏见； 9) 在写作时，多用事实，少下判断； 10) 在写作和谈话的时候，考虑是不是应删去某些提法和形容词； 11) 使用平行的称谓和词语； 12) 在使用“我们”这个词时要小心； 13) 避免使用判断性词语； 14) 写作时，请另一个人看一下你写

53、的东西，因为他可能会有一个不同的视角。 2.4 Working Effectively in Teams 有效的团队合作 在企业中，几乎没有哪项工作是一个人可以完全胜任的，可以说，高效的工作团队已经成为了现代企业的生力军。一个“真正的”团队，就是一群人以特定任务为中心、互相合作，每个人有着明确的责权分工，每个人都把个人的智慧、能力和力量贡献给这一团队正在从事的工作。无论团队中每个人地位高低，都会获得同样的尊重。 Five Stages of Effective Work Teams高效的工作团队形成的五个阶段 Stage 1. Members learn about each other. 阶

54、段1. 团队成员进行彼此了解。他们交换关于他们自己和团队任务的观点和信息。 Stage 2. Members get down to work. 阶段2. 团队成员开始着手工作。团队确立目标和任务。在此阶段，每个成员也许会面临牺牲小我保全大我的考验。 Stage 3. Members set roles and tasks. 阶段3. 团队成员了解自己的角色和任务。团队协调一致，确定如何实施工作。每个成员对自己的具体任务负责。 Stage 4. The team carries out its work. 阶段4. 团队开始工作。通过协商，团队成员化解矛盾分歧，并在执行自己任务和团队任务的时候

55、，以各种方式进行信息交流，支持彼此。 Stage 5. The team develops its identity. 阶段5. 团队形成了自己的归属性。团队成员把自己当作团队的一份子，并为团队的目标不懈努力。Team Membership高效团队的五种角色。 Successful teams are made up of individuals who have different backgrounds and play different roles. These roles are seldom assigned, but naturally assumed. 1. The leader make