《当代商务英语·商务涉外礼仪》-chapter 5

Chapter5CommunicationEtiquetteABCforYouProperMannersinCommunicationModule1EffectiveCommunication-GoodListeningGoodlisteningiscrucialtoeffectivecommunicationandcareersuccess.Mostofusdon'tknowhowtolistenintelligently，systematicallyandpurposefully.Thinkaboutyourmostrecentconversationsatworkorathome.Ifyourememberwhatyousaidbetterthanwhatyouheard，you'veprobablydevelopedsomebadlisteninghabits.Insteadofreallylistening，youletyourmindwanderwhileothersweretalking.返回下一页Module1EffectiveCommunication-GoodListeningYouwerethinkingaboutwhatyouweregoingtosaybeforetheothershadfinished.Faultylisteninghabitscancausemisunderstandingsseveraltimesadayinabusyoffice.Indeed，manyseriousmistakesandorganizationalmix-upsstemfromsomeone'snothearinginstructions.Poorlisteningcancausesnafussuchasmissingimportantappointments，misunderstandingdirections，misinterpretingvaluablesuggestionsoraddressingthewrongproblems.返回下一页上一页Module1EffectiveCommunication-GoodListeningThereislittledoubtthatpoorlisteninghabitshavekilledmanymanagerialcareers.Thehigherthemanagerisonthecorporateladder,themoretimeheorshespendslisteningtoothers.Interestingly，mostexecutiveappraisalstudiesfindthatmanagerswhoareratedmostefficientbysubordinatesaregoodlisteners.Becomingawareofdeficientlisteningskills，coupledwithaconsciouseffortatovercomingthem，willhelpyoumastertheartoflistening.返回下一页上一页Module1EffectiveCommunication-GoodListeningThefollowingguidelinesareusefulinimprovinglisteningefficiency:1.IncreaseyourlisteningskillsInterruptingandfinishingaspeaker'ssentencesoftendamagecommunication.Deliberatelytrytoinhibityourtemptationtointerrupt.Makesurethespeakerhasfinishedconveyingthemessagebeforeyouspeak.返回下一页上一页Module1EffectiveCommunication-GoodListeningByyouractions，showthespeakeryouaregenuinelyinterestedandwanttolisten.Ifyouaren'tsureofthewholemessage，askthespeakertorepeatorclarifyit.Constantlyevaluateyourownunderstandingofthemessage.Themosteffectivewaytobreaktheinterruptinghabitistoapologizeeverytimeyouinterrupt.Afterafewapologies，you'llthinktwicebeforejumpinginwhileapersonisspeaking.返回下一页上一页Module1EffectiveCommunication-GoodListening2.TaketimetolistenThespeakerisapttofeelrushedifyouindicateyourlisteningtimeislimited.Manypeoplethinkaloudandgropetowardtheirmeaning.Frequently，initialstatementsonlyvaguelyapproximatewhatapersonmeans.Forthespeakertoopenupandcrystallizethemeaning，youmustconveythatyouhavetimetotalkfreely.Don'trationalizethatyou'retoobusytolisten.返回下一页上一页Module1EffectiveCommunication-GoodListeningInstead，setasidewhateveryou'redoing.Thiswillreassurethespeakerthathedoesn'thavetotalkfasterorabbreviatethemessage.Itwillalsohelpyoutoconcentrateonwhat'sbeingsaid.3.GiveyourfullattentionYouwillactlikeagoodlistenerifyouarealert，lookthespeakerintheeyeandleanforward.返回下一页上一页Module1EffectiveCommunication-GoodListeningRadiateinterestbynoddingyourheadorencouragementwithcommentsandquestionssuchas，“Isthatwhatyouhadinmind”“Checkmyunderstanding，butIthinkyou'retellingme”.followedbyaparaphraseofthespeaker'sremarks.”4.AdaptyourthoughtspeedYoucanthinkthreetofourtimesfasterthanapersoncantalk,whichisamajorreasonforpoorconcentration.返回下一页上一页Module1EffectiveCommunication-GoodListeningImpatientwiththespeaker'sslowprogress，yourmindwandersoffuntilyouhearsomethingthatinterestsyou.Thenyourealizeyou'vemissedsomething，andyoudon'treallyunderstandwhatthepersonisasking.Whenthetemptationtotakebriefmentalexcursionsbecomesirresistiblethisfrequentlyhappenswhilelisteningtolong-windedspeakersyourlisteningefficiencydropstonearzero.返回下一页上一页Module1EffectiveCommunication-GoodListeningTouseyourthinkingspeedtoadvantage，keepanalyzingwhatthespeaker'ssayingashetalks.Mentallysumupwhat'sbeensaid.Weightheevidencebyconsideringwhetherthefactsareaccurateandtheviewpointsareobjective，orwhetherthespeakerisonlytryingtoproveapoint.5.Don'toverreacttothedeliveryIfyoubecometooinvolvedinaperson'sspeechstyle，you'lllosetrackofthemessage.返回下一页上一页Module1EffectiveCommunication-GoodListeningForceyourselftoconcentrateonthemessageinsteadofthespeaker'saccentorstyleofspeaking，speechimpedimentordisorganizedthoughtpattern.Askyourself“WhatisheorshesayingthatIneedtoknow?"6.ListenbetweenthelinesConcentratenotonlyonwhat'sbeingsaidbutalsoontheattitudes，needsandmotivesbehindthewords.返回下一页上一页Module1EffectiveCommunication-GoodListeningRememberthatthespeaker'swordsmaynotalwayscontaintheentiremessage.Thechangingtonesandvolumeofthespeaker'svoicemayhavemeaning.Somayfacialexpressions，gesturesandbodymovements.Beingalerttononverbalcuesincreaseyourtotalcomprehensionofthemessage.Forexample，sometimesthemessageandauditoryandbehavioralcuesdifferconsiderably.返回下一页上一页Module1EffectiveCommunication-GoodListeningAlthoughthespeakersaysheisexcitedaboutanideaorproject，hislackofspontaneousmovement,wanderingordowncasteyes，unanimatedtoneofvoice，maskedfaceorhunchedposturemayindicatehefeelsdifferently.Relyingonwordsaloneisliketryingtoworkajigsawpuzzlewithmanypiecesmissing.Yougetthegeneralideabuttherearegapsyoucan'tfill.返回下一页上一页Module1EffectiveCommunication-GoodListening

7.Don'tbecomedistractedPoorlistenersaredistractedbysounds，objectsandpeople，suchasapolicesiren，atelephoneringingorapersonpassinginthehallway.Goodlistenerspositionthemselvestoavoiddistractionsorconcentrateharderonwhatthespeakerissaying.返回上一页下一页Module2ExcellentBusinessCommunicationTheideathatpeopleneedtohavefeedback，appreciationandinformationisagoodbasisforunderstandinghowandwhyexcellentbusinesscommunicationisimportantandcompellingforsuccess.Inyourverybestrelationshipwhetheryourspouse，bestfriendsister.co-worker-youcaneasilycommunicatewiththeminahighvalueway.Youtelephone，e-mail，writenotesmakeplansandgenerallystayincontactwiththembecauseyouwantaconnectionandarelationshipwiththem.返回下一页上一页Module2ExcellentBusinessCommunicationInyourverybestrelationship-whetheryourspouse，bestfriend，sister,co-workeryoucaneasilycommunicatewiththeminahighvalueway.Youtelephone，e-mail，writenotes，makeplansandgenerallystayincontactwiththembecauseyouwantaconnectionandarelationshipwiththem.Inbuildingverygoodrelationshipsinbusiness，itisabsolutelythesame.返回下一页上一页Module2ExcellentBusinessCommunicationWhatisdifferentinabusinessrelationshipisthatyouarecommunicatingwithcolleaguesandyoudon'talwaysknowthemaswellasadearfriend.However，theyneedthesameattentionthatagoodrelationshipneeds.Theseneedsare:.Returningaphonecall.Followinguponarequest.Listeningintently.Appreciativecommunication返回下一页上一页Module2ExcellentBusinessCommunication.Clearcommunicationwithdetailsanddirections.Doingwhatyousayyouwilldo.Rememberingwhatisimportanttothem.ValuingwhatismostimportanttothemOurcommunicationstylesandmethodsarebeingstretchedbye-mail，technology，lackoftimeandresourcesthatlimitourabilitytodosomuchinourday.返回下一页上一页Module2ExcellentBusinessCommunicationButtherearerulesofcommoncourtesythathaveNOTchangedsincetheinceptionofhumansdealingwitheachotherinahighvalueway.Ifyouwanttobearemembered，trustedandrespectedleader，youwillpracticethesecourtesieswitheverybusinesscontact.Ifyoutakethetimetoexaminewhatisimportanttoyou，youwillfindthattheyarealsothecourtesiesthatyouexpectinallbusinesscommunication，返回下一页上一页Module2ExcellentBusinessCommunicationactuallyhowyouwouldliketobetreatedandcommunicatedwith.E-mail-Notonlyshouldyoubereturninge-mailsinatimelyway，butyouneedtosetthecontexteachandeverytimeofwhythee-mailisimportantandwhatinformationitisthatyouwanttodeliver.Spamfiltershelp，butinordertomoreeasilycontrolyoure-mailload，youneedtobeinmorecontrolofwhatyougenerateyourself.返回下一页上一页Module2ExcellentBusinessCommunicationInbusiness，bebrief,beinformationalandbegone.moreeasilycontrolyoure-mailload，youtobeinmorecontrolofwhatyougenerateyourself.Inbusiness，bebrief,beinformationalbegone.Cellphones-Theringtonesthatareavailablenowarefunoutsideoftheoffice，networkingsituations，clientlunchesetc.Putyourcellphoneonmannermodeorshutitoff.Takeandmakecallswhenyouarewithpeoplesparingly.返回下一页上一页Module2ExcellentBusinessCommunicationMostpeoplearenotinterestedinlisteningtoyourphoneconversationnomatterhowstimulatingyouthinktheymightbe.Ifyouneedtotakeormakeacall，excuseyourselfandthenmakeitbrief.Returningphonecalls-Whetheryouthinkyouhavetimetoreturnthecallornot，findoutwhatpeopleneed，makesureyouareclearonwhetheryoucanhelpthemornotandthengetbacktoyourownwork.返回下一页上一页Module2ExcellentBusinessCommunicationPeoplewhoreturnphonecallsaretrustedandrespected.Youdonotneedtomakethecallslong.Infact，returningallcallstwiceadayinsteadofdoingitpiecemealalldaylongisagoodwaytomanageyourtimemoreappropriately.Herearesomeadditionalbasicsthatwillhelpyougrowyourownidentityandbrandwhichwillidentifyyouasatrustedandrespectedupandcomingleader.返回下一页上一页Module2ExcellentBusinessCommunicationPracticeyourhandshake-Askafriendtoshakehandswithyouandthengiveyoufeedback.Firmisgood.Eyecontact-Learntolookatapersonwhentheyarespeaking.Bodylanguage-55%ofournonverbalcommunicationisourbody.Watchwhatyourbodyissayingaboutyou.Businesscards-GetoneandhavethemwithyouALLofthetime.返回下一页上一页Module2ExcellentBusinessCommunicationYoushouldincludeanaddress，e-mail，telephonenumber,fullname，whatyoudoandyourtitle.Ifyourcompanydoesnotprovideabusinesscard，getoneforyouanyway.Thefastprintcompaniesallhaveprogramsyoucaneasilyandquicklymakeoneforyou.Holdingdoors-Openingadoorforsomeoneisnotjustaguythinganymore.Ladies，ifyougettothedoorfirst，openit.返回上一页下一页Module3BusinessManners:AnImportantIngredienttoSuccess

Whetheryouareawareofitornot，firstimpressiondoesmakeamajordifferenceinachievingbusinessobjectives.Havinggoodmannerswillhelpyouregardlessofthebusinessyouarein.Anytimeyoumakecontactwithaclientorperspectiveclient，youaremakingamini-presentationofyourself,ultimatelyrepresentingyourcompany，serviceand/orproducts.Buthowcanyoumindyourmanners，ifyoudonotknowtherules.返回下一页上一页Module3BusinessManners:AnImportantIngredienttoSuccess

Itisnevertoolatetotaketheinitiativetobeginyourownprofessionaldevelopment.Herearesomepointerstokeepyourmannerssharp:Addressindividualsbytheirhonorificortitle:Thereissomuchinformalityintheworkplacetodaythatinmanyofficesbusinessislost，andgoodwilldestroyed，becauseoftotaldisregardforproperlyaddressingclients.返回下一页上一页Module3BusinessManners:AnImportantIngredienttoSuccess

Theproperwaytoaddressaclientistogreetthemusingtheirhonorificortitlefollowedbytheirlastname.Itisuptotheclienttoaskyoutocallthembytheirfirstname.Inbusiness，theproperwaytorefertoawomanis“Ms.”，regardlessoftheirmaritalstatus.Thisismorethanapassingfad;itwasestablishedintheseventeenthcenturyasanabbreviationfor“Mistress”.返回下一页上一页Module3BusinessManners:AnImportantIngredienttoSuccess

Enunciateyourgreeting:Whenweintroduceourselvesorotherpeople，weneedtoslowdownandpronounceournamesslowly，clearlyanddistinctly.Atfirstitmayfeelasifyouareexaggeratingyourname，butyouarereallyhelpingtheotherpersonandimprovingoverallcommunication.Refertoindividualsfrequentlybytheirnames:Takethetimeandmaketheefforttopayattentiontothenameofthepersonyouarebeingintroducedto.返回下一页上一页Module3BusinessManners:AnImportantIngredienttoSuccess

Aperson'snamemeanseverythingtothem.Tobuildrapportwithaclient,mentiontheirnameatleastthreetimesduringtheconversation.Itwillhelpyouremembertheirnameandmakeaconnection-theywillrememberyou.Aperson'snameisthesweetestmusictotheirears.Makecontact:Therearefewphysicalcontactsthatareappropriateinbusiness;themostimportantandacceptableisyourhandshake.返回下一页上一页Module3BusinessManners:AnImportantIngredienttoSuccess

Yourhandshakeisanon-verbalcluethatindicatestotheotherpersonwhetherornotyouareatakechargeperson.Forexample，afirmandstronghandshakesuggeststhatyouaredecisive，incontrol.Nowthinkoftheimpressionyouhadaftershakinghandswithsomeonethatpresentedaweak，slipperyorlifelesshandshake.Whatdidthatmakeyouthinkofthem.返回下一页上一页Module3BusinessManners:AnImportantIngredienttoSuccess

Shakehands:Therulesforshakinghandsare:extendyourhandwiththethumbup，clasptheotherperson'sentirepalm，givetwoorthreepumpsfromtheelbow，avoidingboththepainful“bonecrusher”andtheoff-putting“wetfish"shake，andlookatthepersondirectlyintheeyeswithasmile.Smile:Thisseemsverysimple，butit'samazinghowpeople'smoodsandwordsaremisjudgedbecausetheirexpressionsareoftenoverly-serious.返回下一页上一页Module3BusinessManners:AnImportantIngredienttoSuccess

Asmileshowsthatyoulikeyourself;youlikeyourcurrentplaceintheworldandyou'rehappywiththepeopleyou'reinteractingwith.Noonewillsayyou'recrabbyifyou'resmiling.Asmilesays，I'mapproachableandconfident.Makeeyecontact:Everytimeapersonbeginstalkingtoyou，lookthemintheeyeandsmilefirst，thengetonwiththeconversation.返回下一页上一页Module3BusinessManners:AnImportantIngredienttoSuccess

Also，whenyouenteraroomforameeting，smileandlookaroundateveryone.Ifyouwanttostarttalkingtoonepersonorevenagroupcomeuptothemandsmile.Again，thisisanotherwaytosay，I'mapproachable.Introducepeoplewithconfidence:Mostpeoplehatemakingintroductions，becausetheydonotknowhowtoproperlymakethem.Introducingpeoplewithconfidenceisagreatwaytoimpressyourcustomers.返回下一页上一页Module3BusinessManners:AnImportantIngredienttoSuccess

Inbusiness，introductionsaredeterminedbyprecedence.Thepersonwhoholdsthepositionofhighestauthorityinanorganizationtakesprecedenceoverotherswhoworkthere.Forexample，youintroduceyourcompany'spresidenttoacolleague.Thebasicruleis:thenameofthepersonofgreaterauthorityisalwaysspokenfirst.Thenameofthepersonoflesserauthorityisalwaysspokenlast.返回下一页上一页Module3BusinessManners:AnImportantIngredienttoSuccess

Forexample，“Mr./Ms.GreaterAuthority，IwouldliketointroduceMr./Ms.LesserAuthority.”Asecondexamplewouldbe:thenameoftheSeniorExecutiveisalwaysspokenfirst.ThenameoftheJuniorExecutiveisalwaysspokenlast.“Mr.SeniorExecutive，IwouldliketointroduceMr.JuniorExecutive，fromtheaccountingdepartment.Mr.SeniorExecutiveisourDirectorofPublicRelations.”返回下一页上一页Module3BusinessManners:AnImportantIngredienttoSuccess

Learningtherulesofbusinessetiquetteisnothardtodo，itisnotcostly，anditisthebestprofessionaldevelopmenttoolanybusinesspersoncanusetoincreasetheirchancesofsuccess.Peopletrulydesiretodobusinesswiththosethatmakethemcomfortableandknowhowtobesthandlethemselvesinavarietyofsituations.Practicinggoodbusinessetiquetteiswellworththeinvestmentandpaysbackinspades.返回上一页下一页Module4CommunicatingEtiquetteThewayyoucommunicateinwritingoroverthephoneissometimesmoreimportantthancommunicationinperson.Thisisbecausepeoplemaynotbeabletoseeyourbodylanguageorhearyourtoneofvoice.Sowordchoiceisimperative.Avoidambiguityandjokesthatcouldbemisinterpreted.LetterFormatLettersarestillthemostformalmodeofcommunication，返回下一页上一页Module4CommunicatingEtiquettethoughtheyareseldomusednowwithelectronictypesofcommunication.Evenwithe-mail，itisstillimportanttoknowtheformatofaformalbusinessletter:.Use81/2by11inchpaper..WriteinsinglespaceIftheletterisnotprintedonletterhead，typeyouraddress，notincludingyourname，atthetopoftheletter..Skiponeline.Thenwriteoutthedate.返回下一页上一页Module4CommunicatingEtiquette.Skiponeline.Thentypetherecipientsname，title，andaddress..Skiponeline.Writethesalutation，includingtherecipient'stitle，lastname，andacolon.Forexample，write，“DearMr.Peterson:”.Skiponeline.Writetheshortbodyoftheletter.Inthefirstpartstatethepurposeoftheletterandidentifyyourconnectiontotherecipient.返回下一页上一页Module4CommunicatingEtiquetteInthesecondpart,describewhatyouwant.Inthethirdpart，makethespecificrequest.Skiptwolines.Closeyourletterwith“Yourstruly”or“Sincerely".Thenskipthreelinestoleaveroomforyoursignature，andtypeyourname.E-mailsManypeoplethinkthate-mailscanbemorecasualandlessgrammaticallycorrectthanwritinglettersorspeakinginperson.返回下一页上一页Module4CommunicatingEtiquetteThatmaybetrueinthecaseoffriendsorfamily;however,inbusinesse-mailyoushouldnotaddresstherecipientinamorecasualtonethanyouwouldinperson(i.e.Mr.SmithinpersonshouldstayMr.Smithine-mail).Andthoughe-mailisaquickandconvenientmodeofcommunication，youshouldstillusecorrectEnglish.Taketimetocheckforspelling，grammar,andproperusage.返回下一页上一页Module4CommunicatingEtiquetteFaxesFaxesaregreatforsendingquickcopies，butunsolicitedfaxescanbeveryannoying.Whenfaxing，alwayssendacoversheetindicatingthenumberofpagesbeingfaxed.Neversendmorethanfivepageswithoutnotifyingtherecipientbeforehand.PhonesLatelymoreandmorebusinesstransactionsaredoneoverthephone，andphoneinterviewsareaprettycommonprocedure.返回下一页上一页Module4CommunicatingEtiquetteSoknowtheproperprotocol:MakingCalls.Bementallypreparedtomakeacallbeforeyoudial.Knowwithwhomyouwanttospeakandwhatyouwanttosayorask..Alwaysintroduceyourselfrightaway..Whenleavingmessages，speakslowly，andleaveyournumbertwice:onceatthebeginningofthemessageandonceattheend.返回下一页上一页Module4CommunicatingEtiquetteReceivingCalls.Ifyouareactivelyjobseeking，leaveanapplicationlognexttoyourphone.Havingquickinformationaboutthestatusofanapplicationwillsaveyoufromhavingtoaskrecruiterstotellyouwhotheyareandwillkeepyoufromseemingunorganizedordesperate..Whenreceivingcallsforothersfindoutwho'scallingbeforeyousaywhetherornotthepersonisin.返回下一页上一页Module4CommunicatingEtiquetteWhenaskingwhoiscallingmakesuretoaskpermissiontoask;thatis，phraseyourquestionsomethinglikethis:“MayIaskwho'scalling?"Thiswillavoidalienatingthecaller.CellPhones.Turnyourcellphoneoffduringmeetings;answeringyourcellphoneinameetinggivestheimpressionthatthosearoundyouarelessimportantthananyotherpersonwhomightcall.返回下一页上一页Module4CommunicatingEtiquette.Trynottoanswerthephonewhenyouareinrestaurants;ifyouareexpectinganimportantcall，letthoseyouarediningwithknow，andwhenyoureceivethecall，excuseyourself,leavethetable，andmakethecallbrief..Beawareofhowloudyoutalkonacellphoneinpublicplacesandcreatespacebymovingatleasttwoarmlengthsawayfromthosearoundyou(oroutoftheroomifpossible).返回上一页下一页ABCforYouProperMannersinCommunicationWhenwecommunicatewithforeignbusinesscounterparts，wehavetorememberthefollowingpointers:Makingcontact.Trynottomakeassumptionsaboutaperson'sdegreeofdeaf-blind..Takeyourtimeandexplainthingsclearlyatapacethepersoncanfollow..Avoidshouting..Trynottoplaceyourhandsoveryourmouth.返回下一页上一页ABCforYouProperMannersinCommunication.Ifthepersoncannothearthespeec