商务英语与沟通（英文版第8版） 课件 第2章 协作、人际沟通与商务礼仪

BusinessCommunicationEssentialsEighthEdition,GlobalEditionChapter2Collaboration,InterpersonalCommunication,andBusinessEtiquetteCopyright©2020PearsonEducationLtd.AllRightsReserved.LearningObjectives

(1of3)2.1Listtheadvantagesanddisadvantagesofworkinginteams,anddescribethecharacteristicsofeffectiveteams.2.2Offerguidelinesforcollaborativecommunication,identifymajorcollaborationtechnologies,andexplainhowtogiveconstructivefeedback.LearningObjectives(2of3)2.3Listthekeystepsneededtoensureproductivemeetings,andidentifythemostcommonmeetingtechnologies.2.4Identifythemajortypesoflistening,describethelisteningprocess,andexplainhowgoodlistenersovercomebarriersateachstageoftheprocess.LearningObjectives(3of3)2.5Explaintheimportanceofnonverbalcommunication,andidentifysixmajorcategoriesofnonverbalexpression.2.6Explaintheimportanceofbusinessetiquette,andidentifythreekeyareasinwhichgoodetiquetteisessential.CommunicatingEffectivelyinTeamsLO2.1Listtheadvantagesanddisadvantagesofworkinginteams,anddescribethecharacteristicsofeffectiveteams.AdvantagesofTeamsIncreasedInformationandKnowledgeLearningOpportunitiesBoldnessAccountabilityAdvantagesofTeamsTrustBuildingIncreasedDiversityofViewpointsIncreasedAcceptanceofSolutionsIncreasedLevelsofPerformanceDisadvantagesofTeamsGroupthinkPressuretoConformAffectsDecisionQualityHiddenAgendaRestrictsInteractionLimitsProductivityHighCostAligningSchedulesArrangingMeetingsCharacteristicsofEffectiveTeamsClearObjectiveFullEngagementCreativityandTechnicalSkillsMixofSkillsandAbilitiesOpenandHonestCommunicationSharedPurposeConsensusDecisionMakingCommunicationPsychologicalSafetyTheNeedsoftheTeamFirstSummaryofDiscussion(1of6)Inthissection,wediscussedthefollowing:AdvantagesofTeamsDisadvantagesofTeamsCharacteristicsofEffectiveTeamsThenextsectionwillcoverCollaborating

on

Communication

Efforts.CollaboratingonCommunicationEffortsLO2.2Offerguidelinesforcollaborativecommunication,identifymajorcollaborationtechnologies,andexplainhowtogiveconstructivefeedback.GuidelinesforCollaborativeWriting(1of2)SelectCollaboratorsCarefullyAgreeonGoalsBeforeYouStartGivetheTeamSomeTimetoBondClarifyIndividualResponsibilitiesGuidelinesforCollaborativeWriting(2of2)EstablishClearGroupProcessesAvoidWritingasaGroupUseCompatibleTechnologiesSeekFeedbackfromtheTeamOftenTechnologiesforCollaborativeWriting(1of2)ContentManagement

SystemOrganized

ApproachControlledAccessWikiFlexibleApproachOpenAccessTechnologiesforCollaborativeWriting(2of2)GroupwareShared

KnowledgeCloud

ComputingShared

WorkspacesIntranetsExtranetsCollaborationviaMobileDevicesUnifiedCommunicationVoiceandVideoCallingVoiceandVideoConferencingInstantMessagingReal-TimeCollaborationGivingandRespondingtoConstructiveFeedbackOfferingConstructiveCriticismFocusontheprocessandoutcomes.Provideclearguidelinesforimprovement.ReceivingConstructiveCriticismDon’tgetdefensiveordenythefeedback’svalidity.Usethefeedbacktoacceptthequalityofyourwork.SummaryofDiscussion

(2of6)Inthissection,wediscussedthefollowing:GuidelinesforCollaborativeWritingTechnologiesforCollaborativeWritingCollaborationviaMobileDevicesGivingandRespondingtoConstructiveFeedbackThenextsectionwillcoverMakingYourMeetingsMoreProductive.MakingYourMeetingsMoreProductiveLO2.3Listthekeystepsneededtoensureproductiveteammeetings,andidentifythemostcommonmeetingtechnologies.PreparingforMeetingsCarefulPreparationandPlanningTasksClarifythePurposeofYourMeeting.SelecttheParticipantsfortheMeeting.ChoosetheMeeting’sTimeandVenue.SetandSharethePurposeoftheMeeting.ConductingandContributingtoEfficientMeetingsKeeptheDiscussiononTrack.FollowAgreed-UponRules.EncourageEveryonetoParticipate.ParticipateinanActiveWay.Don’tInterruptUseMobileDevicesRespectfully.ClosetheMeetingEffectively.PuttingMeetingResultstoProductiveUseWrittenMeeting

MinutesProblemsand

OpportunitiesActionItemsDiscussedKeyDecisionsMadeImportant

AnnouncementsResponsibilitiesAssignedUsingMeetingTechnologiesVirtualMeetingsInstant

MessagingTele-

conferencingVideo-

conferencingWeb-Based

MeetingsSummaryofDiscussion

(3of6)Inthissection,wediscussedthefollowing:PreparingforMeetingsConductingandContributingtoEffectiveMeetingsPuttingMeetingResultstoProductiveUseUsingMeetingTechnologiesThenextsectionwillcoverImproving

Your

Listening

Skills.ImprovingYourListeningSkillsLO2.4Identifythemajortypesoflistening,describethelisteningprocess,andexplainhowgoodlistenersovercomebarriersateachstageoftheprocess.RecognizingVariousTypesofListeningContentEmpathicCriticalActiveUnderstandingtheListeningProcessReceivingorHearingtheMessageDecodingorAssigningMeaningRememberingforFutureReferenceEvaluatingtheQualityofInformationRespondingtotheMessageOvercomingBarrierstoEffectiveListeningSelectiveListeningSelectivePerceptionLanguageorExperienceWhatMakesanEffectiveListener?SummaryofDiscussion(4of6)Inthissection,wediscussedthefollowing:RecognizingVariousTypesofListeningUnderstandingtheListeningProcessOvercomingBarrierstoEffectiveListeningThenextsectionwillcoverImprovingYourNonverbalCommunicationSkills.ImprovingYourNonverbalCommunicationSkillsLO2.5Explaintheimportanceofnonverbalcommunication,andidentifysixmajorcategoriesofnonverbalexpression.UnderstandingNonverbalSignalsinCommunicationVerbalMessagesEnhanceWeakenReplaceSixImportantNonverbalSignalsFacialExpressionsVocalCharacteristicsTouchingBehaviorGesturesandPosturePersonalAppearanceTimeandSpaceSummaryofDiscussion(5of6)Inthissection,wediscussedthefollowing:UnderstandingNonverbalSignalsinCommunicationSixImportantNonverbalSignalsThenextsectionwillcoverDeveloping

Your

Business

Etiquette.DevelopingYourBusinessEtiquetteLO2.6Explaintheimportanceofbusinessetiquette,andidentifythreekeyareasinwhichgoodetiquetteisessential.WorkplaceEtiquette(1of2)RespectforTimeDon’tInterruptWatchLanguageDressAppropriatelyPayAttentionto

CleanlinessAvoidEatingatYour

DeskWorkplaceEtiquette(2of2)RespectPersonalSpaceDon’tGossipDon’tCometoWorkifSickKeeptheNoiseLevelDownDon’tDiscussReligionorPoliticsGuidelinesforUsingPhonesintheWorkplaceBeAwareofHowYourVoiceSounds.BeCourteousWhenPlacingCalls.ConveyaPositive,ProfessionalAttitude.EndCallsCourteouslyandClearly.UseYourOwnVoicemailtoHelpCallers.BeConsiderateWhenLeavingVoicemails.BusinessEtiquetteUsingMobileDevicesObnoxiousRingtonesMuteYourPhoneinMeetingsTalkingLoudlyinPublicSpacesUnnecessaryPersonalCallsatWorkInvadingPrivacyTakingorMakingCallsinInappropriatePlacesTextingduringMealsInterruptingMeetingsandDiscussionBusinessEtiquetteOnline(1of2)Avoidpersonalattacks.Focusontheoriginaltopic.Don’tpresentopinionsasfacts.Supportfactswithevidence.Followspellingandpunctuationrules.Maintaincurrentantivirusprotection.Askpermissionbeforeyoustartchatting.B