国际商务交际BusinessCommunicationProcessProduct

1、国际商务交际第一册1. identify changes in the workplace and the importance of communication skills2. describe the process of communication3. discuss barriers to interpersonal communication and the means of overcoming them4. analyze the functions and procedures of communication in organizations5. assess the fl

2、ow of communication in organization including barriers and methods for those barriers6. list the goals of ethical business communication and describe important tools for doing the right thing sweet and sour pork and vegetables pepperoni pizza orange kiss-me cake ice cream chicken and vegetable loaf

3、vegetable mixtures-fiesta veggies present situation: over 18,000 employees many famous trademarks cross-functional teamwork changes experienced: acquisitions, merger, restructuring, global market expanding shift from functional silos to work teams situation during upheaval: employee morale plummets

4、rumors fly productivity sinks excessive caution & mistrust prevail solution: successful communication返回“there is nothing permanent except change.” heraclitus of ephesus (535-475 bc) a greek philosopher1. heightened global competition reason: saturated local markets improved systems of telecom ad

5、vanced forms of transportation result: dealing with people who have different religions, customs, and lifestyles solution: to develop language skills and cultural knowledge2. flattened management hierarchies hierarchical organization & flat organizationl it means fewer layers of managers separat

6、e decision makers from line workers. reason: cutting cost quick reaction to market changes result: managers & employees be skilled communicators and decision makers solution: to develop communication skills to refute common myths about writing3. expanded team-based management reason: need for in

7、put and commitment of each employee result: all team members have to communicate and negotiate solutions solution: to develop communication skills4. innovative communication technologiesl e-mail,voice-mail are often used means of communication instead of letters, so we are required to develop a tool

8、 kit of new communication skills.5. new work environmentltelecommuting -working from home on a computer and sending work to the office over telephone lines by modem and faxlhotelling -reserving a desk for the days or hours they will be in the office just as booking a room to stay in a hotellhot-desk

9、ing -a desk thats still warm from its previous occupantltighter quarters/small cubicles -small enclosed area separated from each other by thin panel boards result: at workplacelneed interpersonal skills to deal with greater stressllisten to and empathize with fellow employeesat homelexchange more me

10、ssages on a computer than they are face to face solution: to develop communication skills 6. increasingly diverse workplace benefit: creative-create different products to satisfy different needs of customers sensitive-sense different needs of customers result: interacting with coworkers who differ f

11、rom you in race, ethnicity, gender,age solution: to develop language skills and cultural knowledge7. thriving in the age of knowledge what is knowledge economy?lit refers to economy based on information and knowledge importance of knowledge in futurel “the vital raw materials in the economy is knowl

12、edge.” ( oren harari, a futurist)ltomorrows wealth depends on the development and exchange of knowledge.l “knowledge workers get paid for their education and their ability to learn.” (a management guru peter drucker) what will you be expected to do in the new world of work? to generate process and e

13、xchange information to think critically-having opinions backed by reason and evidence to learn new skills to consolidate your basic skillsto sum up objective 1lall these changes mentioned and the expectation of you have showed that you are required to develop the ability to communicate -being able t

14、o listen and to express your ideas effectively in writing and in speechlthe ability to communicate is increasingly important and has actually become the number one requirement for promotion to management. corporate president ben ordover explained, “many people climbing the corporate ladder are very

15、good. when faced with a hard choice between candidates, i use writing ability as the deciding factor. sometimes a candidates writing is the only skill that separates him or her from the competition.” 返回 what is communication?lcommunication is the transmission of information and meaning from one indi

16、vidual or group to another.lthe crucial element in this definition is meaning.lboth parties must agree not only on the information transmitted but also on the meaning of the information.lsandra kurtzig, the founder of ask warns: “the best ideas in the world are useless if they cant be communicated c

17、learly and concisely to others.” the communication process (five steps)5. feedback travels to sender1. sender has idea2. sender encodes idea in message3. message travels over channel4. receiver decodes message6. possible additional feedback to receiver1. the form of the idea is shaped by assumptions

18、 based on the senders experiences.2. words have different meanings for different people, so choosing appropriate words or symbols is the first step. for example, “pepper”3. channels here refer to the media-computer, telephone, spoken word, pager or some others. anything that interrupts the transmiss

19、ion of a message in the communication process called “noise”. noise can range from static that disrupt a telephone conversation to typographical errors in a letter or e-mail message.4. only when the receiver understands the meaning intended by the sender does communication take place. internal barri

20、er: receivers lack of attention bias against the sender external barrier: loud sounds illegible words, semantic obstacles5. feedback helps the sender know that the message was received and understood. the best feedback is descriptive rather than evaluative.返回 barriers to clear communication1. bypass

21、inglbypassing happens when people miss each other with their meanings.lfor successful communication to occur, the receiver and sender must attach the same symbolic meanings to their word.lfor example, “help”, “like”2. frame of referencel it means a particular set of principles or ideas that base you

22、r behavior, judgments, or attitudes on.l no two persons see things exactly the same.l to prevent communication failure,the communicators are alert to both their own frames of reference and those of others. for example, “slow”, “beautiful”3. lack of language skill successful communication requires go

23、od oral and written language skill.4. distraction it refers to the things that get your attention and prevents you from concentrating on other things. they can range from emotional interference and physical distraction. for example, fear, excited, noisy surroundings overcoming the obstacles 1. adapt

24、 your message to the receiver 2. arrange ideas logically and use words precisely mark twain said, “the difference between an almost-right-word and the right word is like the difference between lightning and the lightning bug.” 3. improve listening ability management advisor peter drucker observed th

25、at “too many executives think they are wonderful with people because they talk well. they dont realize that being wonderful with people means listening well.”4. question and erase your preconceptions preconception means an idea or opinion about something that you have a lot of information about it o

26、r experience of it.5. plan for feedback 返回internal communication withsuperiorscoworkers subordinates external communication withcustomers suppliers government agenciesthe public1. to inform2. to persuade3. to promote goodwill functions of business communicationforms of organizational communication f

27、orm phone callconversation interviewmeetingconferenceadvantagesimmediate feedbacknonverbal clueswarm feelingforceful impactmultiple inputform announcementmemo,e-mail,faxletterreport,proposalnewsletteradvantagespermanent recordconvenienceeconomycareful messageeasy distributionoral communication writt

28、en communication 返回upward flow formal channelsdownward flowhorizontal flowinformal channels(grapevine)social relationships返回1. downward flow information moves from decision-makers, including the ceo and managers ,through the chain of command to workers. barriers distortion due to long lines of commu

29、nicationclosed communicationclimatetop heavyorganization structure返回2. upward flow information provides feedback from non-management employees to management. barrierslack of trust between management and employeesfear of reprisal forhonest communicationlack of communication skillsdiffering frames of

30、reference among communicators返回3. horizontal flow information moves among workers at the same level. barriersego involvementcompetition for power, status and rewardsturf warslack of communication skill返回l information travels in informal channels called grapevine.l is grapevine good or bad? good: fai

31、rly accurate and speedy source of organization information bad: incomplete informationl what do you think of grapevine information? 返回1. what is ethics?ldictionary definition: ethics means a set of principles that people use to decide what is right and what is wronglmary e. guy defined ethics as “th

32、at behavior which is the right thing to do, given the circumstance.”lethics authority michael josephson said, “ethical behavior involves four principles: honesty, integrity, fairness and concern for others.” lin 1980s, “greed is good”, “businesses are governed by profits.”lin 1990s, 95% of fortune c

33、orporations and small companies began to adopt ethical statement or codes of conductlethical awareness grows as companies recognize that ethical practices make good business-less litigation, less resentment and less government regulation.2. common ethical violationslcutting corners on qualitylcoveri

34、ng up incidentslabusing or lying about sick daysldeceiving customersllying to a supervisor or underlingltaking credit for a colleagues ideaslavoid paying taxltaking extended lunch breakslemploying people illegally3. five common ethical trapslthe false necessity traplthe doctrine-of-relative-filth tr

35、aplthe rationalization traplthe self-deception traplthe ends-justify-the means trap4. goals to maintain a high level ethical standardltelling the truthllabeling opinionslbeing objectivelcommunicating clearlylgiving credit5. tools for doing the right thinglis the action you are considering legal?lhow

36、 would you see the problem if you were on the opposite side?lwhat are alternate solutions?lcan you discuss the problem with someone whose advice you trust?lhow would you feel if your family, friends, employer, or coworkers learned of your action?返回discussion: doing the right thing1. work in groups.

37、discuss the ethical questions below. 1) you have a shortlist of people for the post of sales manager. one of the female candidates is clearly the best qualified person for the job. however, you know some of your best customers would prefer a man. if you appoint a woman, you will probably lose some s

38、ales. what should you do? 2) your company, a large multinational, has a new advertising campaign which stresses its honesty, fairness and ethical business behavior. it has factories in several countries where wages are very low. at present it is paying workers the local market rate. should you incre

39、ase their wage? 3) a colleague in a company which tests medical equipment has been making big mistakes recently at work. this is because she has a serious illness. you are her best friend and the only person who knows this. she has asked you to keep it a secret. what should you do? 4) you are direct

40、ors of a photo snack manufacturing company. research has shown that any price increase causes a immediately dip in sales (although sales recover within six months). it has been suggested that you could maximize your profits by simply reducing your weight of the product in the packets and maintaining

41、 the current price. what should you do? 2. do you agree with this statement? give your reasons. “if we face a recession we should not lay off employees. the company should sacrifice a profit. its managements risk and managements responsibility. employees are not guilty; why should they suffer?” akio

42、 morita (1921-1999) co-founder of sony1. discuss the importance of communicating in a team-oriented workplace, the four phases of team development, and the role of conflict.2. identify the characteristics of successful teams.3. list techniques for organizing team-based written and oral presentation.

43、4. explain how to become an effective team listener.5. analyze how information is transmitted through nonverbal messages and discuss how to improve nonverbal communication skills.6. discuss how to plan and participate in face-to-face and electronic meetings.man on an earlier motorcycle1910-1930jayno

44、 mansfield, posed a motorcycle cop “miss traffic stopper” , ticketing a male driver1962mark sennett comedy films -glamour posed by three young women in bathing suits on beach, two of them on a motorcycle an american icon in 1903, the same year henry ford incorporated the ford motor company and the w

45、right brothers first flew, william harley and his friends arthur and walter davidson launched the harley-davidson motor company. they gave their bike a quality engine, so it could prove itself in races, but planned to manufacture it as a transport vehicle. following wwii the harleys market share, as

46、 well as its myth, continued to grow. its main u.s. competitor, indian motorcycle, ceased production in the 1950s. and veteran owners, new bikers, and even movies such as easy rider raised the harley davidson to the status of american icon. glamorous stars pictured with harleys, from the early mack

47、sennett studio, to jayne mansfield, elvis presley, and peter fonda, certainly enhanced the companys image. for the most part, however, harley-davidsons, like all motorcycles, are enjoyed by individuals and groups who find biking a wonderful way to get where they are going. 1. situation in the early

48、1980s lost market share to other brands, such as honda nearly bankrupt or near deaths door2. reasons: 1) poor quality of the products - oil puddle at the place parked 2) loss of reliability loss of customers trust in companys products loss of employees trust in management 3) other problems 3. hd com

49、pany- american cinderella story from nearly bankrupt to heaven profit gaining reasons: 1) customer loyalty company logo tattooed on bodies 2) extensive changes in organization flatter organizational structure department-oriented management to team-based one 4. challenges facing now a leading global

50、supplier of premium quality, heavyweight motorcycles 1) stiff competition from upstart companies 2) market location - affordable sportster 4) quality maintenance 3) market expansion1. reasons to emphasize teams 1) communication improved 2) versatility showed 3) productivity increased 4) job satisfac

51、tion improved 5) pride in the job and self-esteem increased 6) creativity and efficiency in solving problems promoted-most important of all2. four phases of team developmentformingstormingnormingperformingin the forming stage, individuals get to know each other, begin to development trust, discuss f

52、undamental topics. in the storming stage, conflicts arise. tempers may flare, sleep may be lost, leaders may be deposed. in the norming stage, tensions subside, roles clarify, and information flows between team members.in the performing stage, a “can-do” mentality pervades as team members progress t

53、oward their goal. information flows freely, deadlines are met, and production exceeds expectations.“in most things we do in life, people have to work with rather than against each other to get something done.” says dave thomas, founder of wendys old fashioned hamburgers, “ win-win situations and par

54、tnerships are the most important results of teamwork. the best teams in the world are the ones that help people become better and achieve more than they ever thought they could on their own.”teams that work together successfully -whether at the football match, on the yacht race or in offices around

55、the world-go through developmental stages before they function harmoniously. but unfortunately, some teams never reach the final stage of performing3. role of conflict and groupthink 1) cognitive conflict it centers on issues and is considered healthy and functional. it arouses discussion and stimul

56、ates creative thinking. it also promotes acceptance of a team decision. 2) affective conflict it centers on feelings and personalities and is considered disruptive and dysfunctional. it may erupt into name-calling and criticism, which destroy team unity one member of a successful team remarked, “ we

57、 scream a lot, then laugh, and then resolve the issues.” 3) groupthinklgroupthink means that team members agree without examining alternatives or considering contingency plansla term coined by theorist irving janis to describe faulty decision-making process by tem members who are overly eager to agr

58、ee with one anotherlconditions leading to groupthink: members with similar background a lack of methodical procedures a demand for quick decision a strong leader favoring a special decision lsymptoms of groupthink: *pressures placed on a member with different opinion *self-censorship of thoughts dev

59、iating from the group consensus *collective efforts to rationalize *an unquestioned belief in the groups inherent moralitylresult of groupthink *fail to examine alternatives *biased in collecting and evaluating information *ignore the risks of the preferred choice lway to avoid groupthink *strive fo

60、r team diversity-in age, gender, backgrounds, experience, and training *encourage open discussion *search for relevant information *evaluate many alternatives *plan contingencies1. an acronym team means “together, everyone achieves more.”2. characteristics of an effective team 1)small size, diverse makeup *4 o