跨文化商务沟通（英文版第6版）课件 第7章 书面沟通模式

Chapter7

WrittenCommunicationPatternsCopyright©2014PearsonEducation,Inc.WrittenCommunicationPatternsInternationalEnglishWritingToneandStyleLetterFormatsFacsimiles(Fax)ElectronicMail(E-mail)RésuméandJobSearchInformation7-2Copyright©2014PearsonEducation,Inc.WhatpercentofoutgoinginternationalcorrespondenceissentinEnglish?97%inEnglish 1%inFrench,German,andSpanishPercentagesforincomingcorrespondence96%inEnglish4%inFrench,German,andSpanish7-3Copyright©2014PearsonEducation,Inc.Whatarelexicalerrors?Contenterrors;errorsinmeaning.Examplesoflexicalerrors:Webaste(based)thisconclusiononourresearch.Thankyouforyourpatients(patience).Ourofficewillbeclosedonthiswholey(holy)day.Withyouraide(aid),wewillsoonhaveourofficefullystaffed.7-4Copyright©2014PearsonEducation,Inc.Theresultswillbeworththeweight(wait).Sinceyouplantovisitanant(aunt)inNewYork,perhapswecouldmeetatyourconvenience.Accordingtothesenses(census),thenumberofexportedtruckshasdeclinedinthelastdecade.7-5Copyright©2014PearsonEducation,Inc.Whataresyntacticerrors?Errorsintheorderofthewordsinasentence.Nativespeakersofalanguagewilldiscoversyntacticerrorsinasentencemorereadilythanlexicalerrors.InSpanish,forexample,thenounisgivenfirst,thenadjectivesfollow.Example:PaseodelRio(RiverWalk)7-6Copyright©2014PearsonEducation,Inc.KnowYourReaderInspiteofallthetradebetweentheUnitedStatesandtheFarEast,AmericansfailtostudyevencommonAsiancustomsandbusinesspractices.ConsideroneofthemostpopularwordsintheEnglishlanguage-you.U.S.peopletrytopersonalizewritingbytakingthe“youapproach.”Butinsomeothercountries,suchasJapan,peopledonotlikethispersonaltouch.Theybelievethatwritersshouldrefertotheircompany:“Wouldyourcompanybeinterestedinthisplan?”Not:“Wouldyoubeinterestedinthisplan?”7-7Copyright©2014PearsonEducation,Inc.InternationalEnglishUsethe3,000to4,000mostcommonEnglishwords.Uncommonwords,suchasonusforburdenandfluxforcontinualchange,shouldbeavoided.Useonlythemostcommonmeaningofwords.Thewordhighhas20meanings;expensivehasone.

Choosewordswithsingularratherthanmultiplemeanings.7-8Copyright©2014PearsonEducation,Inc.Selectaction-specificverbsandwordswithfeworsimilaralternatemeanings.Usecookbreakfastratherthanmakebreakfast;usetakeataxiratherthangetataxi.Avoidredundancies(interofficememorandum),sportsterms(ballparkfigure),andwordsthatdrawmentalpictures(redtape).7-9Copyright©2014PearsonEducation,Inc.Avoidusingwordsinotherthantheirmostcommonway,suchasmakingverbsoutofnouns(impactingtheeconomyandfaxingamessage).Beawareofwordsthathaveauniquemeaninginsomecultures;thewordcheckoutsidetheU.S.generallymeansafinancialinstrumentandisoftenspelledcheque.7-10Copyright©2014PearsonEducation,Inc.Beawareofalternatespellingsincountriesthatusethesamelanguage;e.g.,theatre/theater,colour/color,andjudgement/judgment.Avoidcreatingorusingnewwords;avoidslang.Avoidtwo-wordverbs,suchastopickup;uselift.7-11Copyright©2014PearsonEducation,Inc.Usetheformaltoneandmaximumpunctuationtoassureclarity;usenofirstnamesinlettersalutations.Conformcarefullytorulesofgrammar;becarefulofdanglingparticiplesandincompletesentences.Usemoreshort,simplesentencesthanyouwouldordinarilyuse;avoidcompoundsentences.7-12Copyright©2014PearsonEducation,Inc.Clarifythemeaningofwordswithmorethanonemeaning.Adaptthetoneofthelettertothereaderiftheculturalbackgroundisknown;e.g.,useunconditionalapologiesifthatisexpectedinthereader’sculture.Trytocapturetheflavorofthelanguagewhenwritingtosomeonewhoseculturalbackgroundyouknow.7-13Copyright©2014PearsonEducation,Inc.Rememberalso:Toavoidacronyms(ASAP),emoticons(),and“shorthand”(4representingfor).Thatnumbersarewrittendifferentlyinsomecountries;forexample,3,000maybewrittenas3.000or3000.7-14Copyright©2014PearsonEducation,Inc.

ToneandWritingStyleToneandwritingstylearemoreformalandtraditionalinothercountriesthaninU.S.companies.GoodnewsmessagesintheU.S.usethedirectapproach.IntheU.S.badnewsmessagesusetheindirectapproach.LatinAmericansavoidbadnewscompletely.7-15Copyright©2014PearsonEducation,Inc.IntheU.S.:Endnegativelettersonapositivenote.Avoidapologies.InFrance:Useformalbeginningsandendings;endingstendtobeflowery.Apologizeformistakesandexpressregretforanyinconveniencecaused.InJapan:Beginletterswithacommentontheseason.Presentnegativenewsisapositivemanner.7-16Copyright©2014PearsonEducation,Inc.LetterFormatsPreferredstylesintheU.S.areBlockedandModifiedBlockedwithstandardoropenpunctuation.TheFrenchusetheindentedstyle;theyplacethenameoftheoriginatingcitybeforethedate.Theformatoftheinsideaddressvaries.IntheU.S.thetitleandfullnameareplacedonthefirstline,whileinGermanythetitle(Herr)isonthefirstlineandthefullnameonthesecondline.7-17Copyright©2014PearsonEducation,Inc.ThestreetnamecomesafterthenumberintheU.S.butbeforethestreetnumberinGermany,Mexico,andSouthAmerica.Datesarewrittendifferentlyalso.IntheU.S.datesarewrittenmonth/day/year(May5,2);inothercultures,theymayusethe5thofMay,2or5May2.7-18Copyright©2014PearsonEducation,Inc.Salutationsandclosingsaremoreformalinmanyothercountries.SalutationsforGermanletterswouldbetheEnglishequivalentofVeryHonoredMrs.Jones;complimentaryclosingswouldoftenbetheEnglishequivalentofVeryrespectfullyyours.TheJapanesehaveatraditionalformatbeginningwiththesalutationfollowedbyacommentabouttheseason/weather;thencomesaremarkaboutagift,kindness,orpatronage;theyclosewithbestwishesforthereceiver'shealthorprosperity.7-19Copyright©2014PearsonEducation,Inc.ExamplesofJapanese

SeasonalGreetingsMarch: -Springhasjustbegun,butthecold windsofwinterarestillwithus.June: -Ricepaddyfieldsarereadytobe planted.August: -Indiansummerisstillaroundthisweek.November: -Thetreeontheboulevardisbareof leaves.7-20Copyright©2014PearsonEducation,Inc.Howanaddressiswrittenshowstherelationship:InAsiancultures,thefamilyisthebasicunitandsocietyasawholeisthelargerfamily: JAPAN,Tokyo Hachioji-shi 168-46Shimoyuki 47-25Nanyodai Nakamura,YokoIntheWest,theindividualismostimportantandtheselfisthekey: Mr.JohnR.Smith 2350WalnutRoad Memphis,TN38152 U.S.A.

7-21Copyright©2014PearsonEducation,Inc.Facsimiles(FAX)Faxmaybemoredependablethanthemailinmanycultures.Faxwouldbewrittenasyouwouldwritealetter.

UseatransmittalsheetsotheoperatorknowstowhomtheFAXisdirected,thesender,andthetotalnumberofpages.7-22Copyright©2014PearsonEducation,Inc.InternationalElectronicMail(E-Mail)Useamemorandumformat;noinsideaddress.Observepropere-mailcourtesy,includingaddressingthereceiverbynameintheopeningsentence.Inyourintroductorye-mail,includesomephrasessuchas“hello”inthecustomer’slanguage.7-23Copyright©2014PearsonEducation,Inc.InternationalE-mailBepositive,cheerful,andhonest;avoidhumor.Avoiddwellingonculturaldifferences.Useshort,simplesentences;avoidabbreviations,contractions,possessives,slang,jargon,oridioms;showhumility;bedeferential.7-24Copyright©2014PearsonEducation,Inc.InternationalE-mailDonotaskquestionsstartingwiththeword“why”;suchquestionsrequirethatreadersdefendtheirpositions.Begenerouswithcompliments.Donotexpressanger.Ifyoumakeamistake,apologize(evenwhenyoumayfeelyouarenotatfault).Donotassignblame.7-25Copyright©2014PearsonEducation,Inc.RésuméandJobSearchInformation–U.S.andGermanyIntheU.S.,aone-totworésuméispreferred;includepersonalinformation,jobobjective,educationalbackground,workexperience,references,andacoverletter.Excludeage,religion,gender,maritalstatus,oraphoto.InGermany,résumésare20-30pagesincluding:copiesofdiplomas,photo,employmentverification,namesofparents,family,religiousaffiliation,financialobligations,andprofessionalactivities.7-26Copyright©2014PearsonEducation,Inc.FranceandtheUKInFrance,therésuméincludes:acoverletter,photograph,familyinformation,age,hobbiesandforeignlanguageexpertise.Agediscriminationiscommonandlegal.IntheUnitedKingdom,therésuméisoneortwopages;itdoesnotincludeaphoto,familyinformation,militaryservice,oranyotherpersonalinformation.7-27Copyright©2014PearsonEducation,Inc.SpainandBrazilInSpain,therésuméistwopagesinletterformincluding:chronologyofexperience,militaryservice,education,familyinformation,professionsofparents,clubs,andprofessional