商务英语沟通1-6章精华

1、Characteristics of Effective Communication Provide practical information Give facts rather than impressions Clarify and condense information State precise responsibilities Persuade and make recommendationsInternal CommunicationOfficial Structure The GrapevineFormal Chain Informal Networkingof Comman

2、dUnofficial Linesof PowerUp, Down, Across Formal Power LinesExternal CommunicationFormal Contacts Informal ContactsMarketing EmployeesPublic Relations Top ManagersWhy Is Business Communication Unique?Globalization and Diversity Information Value Pervasiveness of TechnologyReliance on Teamwork New Co

3、rporate Structures Communication BarriersIncreasing Value of Business InformationCompetitive Insights Customer Needs Regulations and GuidelinesPervasive TechnologyEnhancing Communication Using Technology Wisely Maintaining Your SkillsEvolving OrganizationsTall Structures Flatter Structures Flexible

4、Structures Corporate CulturesEffective CommunicationMinimize Distractions Consider the AudienceImprove Your Skills Give and Get Feedback Apply Business EtiquetteObserving Business Communication EthicsUnethical Practices :Plagiarism Selective Misquoting Misinterpreting Numbers Distorting VisualsEnsur

5、ing Ethical CommunicationIndividual Employees Company Leadership Policies and ProceduresUsing Business Communication TechnologyInternet E-mail Mobile Computing Voice MailMaintain Perspective Boost Productivity Reconnect with PeopleMEMO TO: All Employees FROM: R. Smith, Personnel Director DATE: Decem

6、ber 28, 2006 SUBJECT: Time Cards After reviewing our current method of keeping track of employee hours, we have concluded that time cards leave a lot to be desired. So starting Monday, we will have a new system: Each time you use your electronic key cards to enter or leave, the entry and exit times

7、will be automatically logged. Also, security cameras are being installed at all entrances to the building, and the videotape is time coded. The new system should be fairly easy to get used to. You dont need to do a thingthe system is completely passive. And it should be helpful to those of us who ar

8、e making a New Years resolution to be more punctual. Happy New Year to all! Working in Teams The concept of team Advantages and disadvantages of team Team Communication Group Dynamics Workplace EtiquetteThe concept of team: A unit of two or more people who share a mission and the responsibility for

9、working to achieve their same goalImproving Your Performance in Teams:Formal: Permanent Committees Plan strategy Review results Handle employee issuesInformal: Task Forces and Problem-Solving Teams Solve problems Handle specific issues Encourage participationOverview of TeamsAdvantages: Disadvantage

10、s: Increased information Groupthink Broad knowledge base Peer pressure Diversity of views Hidden agendas Acceptance of solutions Free riders Performance levels High costs Each wide geeses flapping wings, can provide an upward airflow for the followed .By the use of V-shaped team, the wide geese can

11、increase the ranks of 71% of the effective speed Revelation 1: Each person must be loyal to his own team, loyal to their cause, to do their own jobs. If you do not shoot the wings, he did not shoot the wings, this team still existIf the leading wild geese is tired, it will automatically fall into th

12、e ranks, the other wide geese immediate replace the lead position. Revelation 3: burden-sharing is very important because we should respect and protect each persons unique talents, skills, energy and resources. E-Mail in the WorkplaceAdvantages: Information Sharing Project CollaborationDisadvantages

13、: Non-Real Time Information DelaysAdvantages of Instant MessagingRapid Response Reduced Costs Conversation Aspects Wide AvailabilityDisadvantages of Instant MessagingInterruptions Business vs. Personal Being Out of the Loop Wasted TimeImproving Your Listening Skills: The Benefits of Effective listen

14、ing The Categories of Listening The Listening Process The Barriers to Listening The Guidelines for Listening Effectively Strengthens relationships Expedites product delivery Highlights opportunities Supports workforce diversity Builds a foundation for trust Enhances performanceGuidelines for Listeni

15、ng Effectivelyn Listen to challenging materialn Match listening style to speaker purposen Minimize physical distractionsn Practice active listeningn Provide appropriate feedbackCommunicating InterculturallyThe Global MarketplaceOpportunities: Growth Potential New Customers New Markets New Sources of

16、 Labor Work OpportunitiesChallenges: Laws and Customs Volatile Currencies Ethical Standards Labor Skills Politics and EconomicsAdvantages of a Multicultural Workforce:Diverse Markets Broader Viewpoints Expanded Talent PoolChallenges of Intercultural Communication:Meaning of Words Use of Gestures Use

17、 of Space and Time Rules for RelationshipsEnhancing Intercultural Sensitivity Understanding concept of culture Overcoming ethnocentrism Overcoming stereotyping Recognizing cultural variationsLegal and Ethical Behavior:Seek Common Ground Withhold Judgment Respect Differences Send Honest MessagesImpro

18、ving Intercultural Communication Skills Study cultures and languages Respect communication styles Speak and write clearly Be a careful listener Use interpreters or translators Help others adapt to your cultureLearning Languages: Facilitate Communication Build Language Skills Choose Words CarefullyWr

19、iting Clearly: Use Plain English Strive for Brevity Provide Transitions Use Proper Addresses Cite Numbers and Dates Avoid Slang, Jargon, and HumorSpeaking Clearly: Speak distinctly Repeat as needed Seek feedback Dont patronize Confirm agreementListening Carefully: Show Respect Ask for FeedbackHelpin

20、g Others Adapt: Speaking and ListeningConference Calls, Face-to-Face ConversationsReading and WritingIntranet Sites Email and Instant MessagingDocument for Analysis Dear Ms. Speker: Thank you for your recent inquiry about visiting our instrument-building facility during your trip to Seattle in Augus

21、t. We get lots of foreign travelers like yourself during the summer months but we always like to know how they heard about us; did friends mention us to you, or was it a musician, or while you were surfing the Internet that you came across us? Avoid being too familiar or informal We are pleased to w

22、elcome visitors to the workshop by appointment. Facts: Dates and times: On August 14 and 15, a tour can be provided at 10 a.m., 1 p.m., or 3 p.m. PST. The tour lasts approximately one hour. To make your reservation, please contact us at least two days in advance, by letter, fax, e-mail, or phone. Lo

23、cation: We are in Seattles Fremont district, a lively community that offers many delightful shops and eateries, as well as famous sculptural landmarks such as the Troll under the Aurora Bridge and a bronze statue of Lenin (purchased from the former Soviet Union). Avoid poor transitions. To answer yo

24、ur questions: Food: Local cafs and restaurants offer casual and formal dining, ranging from inexpensive to moderately priced. If youd like to belt back a few cool ones during your visit, our staff knows all the best local hangouts. Avoid slang, idioms, and familiarity. Our staff can assist you with

25、recommendations during your visit. Driving directions: Bus directions: You mentioned that during your visit, you might like to purchase one of our hammered dulcimers. Our most popular models (12/11s, 15/14s) offer the usual fifth-interval tuning, but we also offer a series of chromatic dulcimers, pl

26、us the PD30 and PD40 piano-tuned dulcimers. Omit to avoid technical language and jargon. In addition to the workshop that you wish to visit, we operate an acoustic retail store, selling guitars, banjos, mandolins, and flutes, as well as our dulcimers and harps. Our sales staff will be happy to help

27、you select just the right dulcimer. Or you might like to attend a workshop, which can help you by giving you some hands-on experience, as will our classes that we offer in the evenings if youre going to be in Seattle long enough, as well as the concerts that are often performed in our store. Be clea

28、r and avoid rambling We also offer workshops, classes, and concerts, as explained in the enclosed brochure. Planning Business MessagesThree-Step Writing Process:Planning: Analyze Situation Gather Information Select Medium Get OrganizedWriting: Analyze Audience Adapt to Audience Control Style Draft M

29、essage Completing: Revise Produce Proofread DistributeAdvantages of Electronic Media: Speed of delivery Audience reach Personalization Multimedia formats Accessible and open Disadvantages of Electronic Media: Tension and conflict Excessive use Security threats Privacy issues ProductivityOrganizing Y

30、our Messages: Get to the Point Omit Irrelevant Ideas Use Logical Groupings Include Relevant IdeasWhy Is Organization So Important?Improves Productivity Boosts Understanding Increases Acceptance Saves Audience TimeComposing Messages:State Main Idea State Major Points Provide EvidenceAdapt to the Audi

31、ence:Sensitivity Relationships Style and ToneAudience Sensitivity:Use a“You” Attitude Demonstrate Business Etiquette Emphasize the Positive Use Bias-Free LanguageEmphasize the Positive: Avoid negative words Soften the emphasize positive aspect Focus on improvement Show benefit Omit unnecessary negat

32、ive message Place the negative message in the right placeEstablish Your Credibility: Honesty and objectivity Awareness of audience needs Credentials, knowledge, expertise Endorsements or testimonials Evidence of performance Communication styleBuild the Companys Image:Stay Positive Be a Spokesperson Minimize Your Views Observe Others Ask for Assistance Support the CompanyCo