商务沟通的打印版英文版32159.doc

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1、Evaluation Warning: The document was created with Spire.Doc for .NET.第七章1.Wheen iit ccomees tto rrouttinee meessaage, yoou ccanKeep thee pllannningg sttagee brrieff.2.Wheen wwrittingg rooutiine messsagge, youuCan aassuume thaat yyourr reeadeers willl bbe iinteeresstedd orr neeutrral3.Wheen wwritting

2、g a rouutinne rrequuestt, yyou begginBy poolittelyy sttatiing youur rrequuestt. 4.whaat sshouuld youu doo whhen askkingg quuesttionn s in a rrouttinee reequeest?Deal witth oonlyy onne ttopiic pper queestiion.5.whiich of floowinng sshouuld youu doo whhen cloosinng aa rooutiine reqquesst? AAsk thee re

3、eadeer tto rresppondd byy a speeciffic andd appproopriiatee tiime.6.A ccourrteoous cloose conntaiins AAll of aboove 7.If youu arre mmakiing a rrouttinee reeplyy too a cusstommer, itts a ggoodd iddea to IInclludee reesalle iinfoormaatioon tto aassuure thee cuustoomerr off thhe wwisddom of hiss orr he

4、er ppurcchasse8.A pposiitivve mmesssagee shhoulld oopenn wiith a ccleaar aand conncisse sstattemeent of thee goood newws9.If a mmesssagee haas bbothh poosittivee annd nnegaativve eelemmentts, youu shhoulld TTry to putt thhe nnegaativve nnewss inn a possitiive conntexxt.10.Whhichh off thhe ffolllowii

5、ng is nott ammongg thhe rrecoommeendeed eelemmentts tto iinclludee inn yoour messsagge iif yyou aree reespoondiing to a cclaiim oor ccompplaiint CCompplette cconttactt innforrmattionn foor yyourr coorpooratte llegaal sstafff11.Iff a cusstommer whoo iss cllearrly at fauult reqquessts an adjjusttmennt

6、, youu shhoulld CCareefullly weiightt thhe ccosee off coompllyinng wwithh thhe rrequuestt aggainnst thee coost of dennyinng iit, theen ddeciide howw too reespoond bassed on thee ovveraall imppactt onn yoour commpanny.12.Iff a thiird parrty (suuch as a sshipppinng ccomppanyy )iis aat ffaullt wwhenn o

7、nne oof yyourr cuustoomerrs mmakees aa cllaimm orr reequeest an adjjusttmennt ,thee beest ressponnse is to FFolllowiing thee teermss off whhateeverr cuustoomerr seerviice agrreemmentt yoour commpanny hhas witth hhe tthirrd ppartty 13.Whhichh off thhe ffolllowiing is genneraallyy trrue aboout infform

8、matiive messsagge ? YYourr auudieencee maay oor mmay nott bee exxpecctinng tthemm annd mmay or mayy noot bbe mmotiivatted to reaad tthemm 14.Thhe ppurpposee off gooodwwilll meessaage is to Enhannce rellatiionsshipps wwithh cuustoomerrs ,collleaaguee ,aand othher bussineessppeopple 15.Thhe mmostt eff

9、fecctivve ggooddwilll mmesssagees AAre sinncerre aand honnestt 第八章1.Whiich of thee foolloowinng iis aan eeffeectiive wayy too mmmainntaiin tthe “youu” atttittudee whhen craaftiing neggatiive messsagges ?Show resspecct ffor thee reeadeer bby aavoiidinng nnegaativve, acccusaatorry llangguagge aand emp

10、phassiziing possitiivess whheneeverr poossiiblee 2.Wheen uusinng tthe dirrectt appprooachh wiith neggatiive messsagges, yoou bbegiin wwithh The bbad newws 3.An advvanttagee off ussingg thhe ddireect appproaach witth nnegaativve mmesssagees iis tthatt itt Savves reaaderrs ttimee byy heelpiing theem r

11、reacch tthe maiin iideaa moore quiicklly 4.Wheen uusinng tthe inddireect appproaach witth nnegaativve mmesssagees, youu beeginn wiithA buffferr5.An advvanttagee off ussingg inndirrectt appprooachh wiith neggatiive messsagges is thaat It eaasess thhe rreadder intto tthe messsagge 6.Thee puurpoose of

12、usiing thee inndirrectt appprooachh iss too Softeen tthe bloow oof tthe badd neews forr thhe rreadder 7.Whiich of thee foolloowinng iis aa goood posssibbiliity to connsidder forr usse iin wwrittingg a buffferr? AAll of aboove aree ussefuul aapprroacch 8.Wheen wwrittingg neegattivee meessaagess ,tthe

13、 keyy diiffeerennce to connsidder bettweeen iinteernaal aand extternnalaudieencees iis Thee leengtth oof ttimee thheyve beeen aassoociaatedd wiith thee coompaany 9.Wheen aa neegattivee meessaagess iss gooingg bee seent to botth iinteernaal aand extternnal auddienncess(suuch as an annnounncemmentt of

14、f faactoory cloosinng ),whhichh off thhe ffolllowiing besst ddesccribbes thee exxpecctattionns tthatt innterrnall auudieencees uusuaallyy haave reggarddingg thhe ttimiing of thee meessaage delliveery ? Inteernaal aaudiiencces wannt tto rreceeivee thhe nnewss affterr thhe eexteernaal aaudiiencces has

15、s reeceiivedd itt 10.A fallse staatemmentt thhat is dammagiing to a pperssonss chharaacteer oor rrepuutattionn ,wwhettherr sppokeen oor iin wwrittingg ,iis kknowwn aas ddefaamattionn 11.Wrrittten deffamaatioon iis kknowwn aas llibeel 12.Sppokeen ddefaamattionn iss knnownn ass sllandder13.Whhichh off

16、 thhe ffolllowiing is goood aadviice forr avvoiddingg beeingg acccussed of deffamaatioon? DDo aall of thee abbovee 14.Whhichh off thhe ffolllowiing besst ccharractteriizess thhe nnatuure of criisiss maanaggemeent plaanniing ? AAlthhouggh yyou cannt aantiicippatee thhe nnatuure andd ciircuumsttancce

17、oof eeverry pposssiblle ccrissis ,yoou ccan repparee byy deeciddingg hoow tto hhanddle succh iissuues as commmunnicaatioon wwithh emmplooyeees aand thee puubliic 15.Coontiinuiing advvancces in commmunnicaatioon ttechhnollogyy maake it MMoree diiffiicullt tto cconttroll ruumorrs 16.Whhy ddo mmanyy ex

18、xperrts reccommmendd ussingg ann inndirrectt appprooachh whhen rejjecttingg joob aappllicaantss ?Appliicannts havve aa deeep emootioonall innvesstmeent in he deccisiion 17.Whhen expplaiininng wwhy an apppliccantt waasnt cchossen forr a possitiion ,yoou sshouuld BBe sspeccifiic wwithhoutt beeingg too

19、o pperssonaal ,succh aas eexpllainningg thhat thee poosittionn reequiiress sppeciial skiillss thhat thee apppliicannt ddoessnt yyet posssesss 第九章1.Whiich of thee foolloowinng iis ttruee abboutt peersuuasiive bussineess messsagges ? TTheyy offtenn innvollve a ccombbinaatioon oof eemottionnal andd loo

20、giccal eleemennts2.Whyy iss thhe iindiirecct aapprroacch oofteen uusedd inn peersuuasiive messsagge ? IIt lletss thhe wwritter buiild auddiennce inttereest andd deesirre bbefoore askkingg foor aactiion or commmittmennt 3.Whiich of thee foolloowinng iis nnot a ggoodd waay tto eestaabliish creedibbili

21、ity witth yyourr auudieencee ? PPressentt onnly youur ssidee off thhe aarguumennt tto aavoiid rremiindiing thee auudieencee off allterrnattivees 4.If youu laack creedibbiliity witth aan aaudiiencce ,whiich of thee foolloowinng wwoulld bbe ggoodd teechnniquue tto uuse in a pperssuassivee meessaage ?I

22、ncluude infformmatiion or enddorssemeent froom rrecoogniizedd exxperrts 5.Thee fiirstt phhasee inn thhe AAIDAA pllan is to Gain thee auudieencees aatteentiion 6.Thee boody of a mmesssagee thhat folllowws tthe AIDDA pplann GGeneerattes inttereest andd heeighhtenns ddesiire 7.Whiich of theese is goood

23、 wway to buiild dessiree ussingg thhe AAIDAA appprooachh ? DDo aall of aboove 8.Thee fiinall phhasee off thhe AAIDAA pllan CCalll foor aactiion 9.An arggumeent thaat iis bbaseed oon hhumaan ffeellinggs iis kknowwn aas aa/ann emmotiionaal aappeeal10.Annarggumeent thaat iis bbaseed oon ffactts aand re

24、aasonn iss knnownn ass a/anllogiicall apppeaal11.Thhe bbestt appprooachh too ussingg emmotiionaal aappeealss iss ussuallly to UUse theem iin cconjjuncctioon wwithh loogiccal apppealls 12.Whhichh off thhe ffolllowiing is a ttypee off loogiccal apppeall ? AAll of thee abbovee 13.Thhe sso-ccallled harr

25、d sselll issRiskyy beecauuse it putts yyourr reecippiennts intto aa deefennsivve fframme oof mmindd 14.Reelyiing sollelyy onn poowerrfull ,rrelaatioonall arrgummentt inn peersuuasiive messsagges LLimiits youur pperssuassivee abbiliity beccausse iit ddoessnt hhelpp yoou cconnnectt wiith youur aaudiie

26、ncce oon aan eemottionnal levvel 15.Prriorritiizinng wwhicch ffeatturees aand bennefiits to wriite aboout is IImpoortaant beccausse iit hhelpps yyou foccus youur mmesssagee onn ittemss annd iissuues thaat tthe auddiennce carres aboout thee moost 16.Whhat is thee reelattionnshiip bbetwweenn feeatuure

27、ss annd bbeneefitts ? FFeatturees aare asppectts oof aan iideaa orr prroduuct ;beeneffitss arre tthe advvanttagees tthatt reeadeers willl rreallizee frrom thoose feaaturre17.Whhichh off thhe ffolllowiing steeps shoouldd yoou ttakee too maake surre yyourr peersuuasiive messsagges aree etthiccal ? DDo

28、 aall of thee abbovee 18.Iff itt addherres to alll apppliicabble fedderaal llawss ,aa maarkeetinng oor ssalees mmesssagee CCoulld sstilll vviollatee soome staate lawws 第十章 1:Whyy iss itt paartiicullarlly iimpoortaant in lonng rrepoortss too cllearrly ideentiify youur ppurpposee beeforre yyou beggin

29、wriitinng? All oof tthe aboove aree immporrtannt ffacttorss. 2: Whhat dosse iit mmeann too deefinne tthe scoope of a pprojjectt whhen youu arre ppreppariing a wworkk pllan?The sscoppe iis tthe rannge of youur iinveestiigattionn suubseequeent repporttingg; yyoull adddresss aall thee immporrtannt ttop

30、iics witthinn thhe ddefiinedd sccopee off yoour proojecct aand ignnoree isssuees tthatt arre ooutssidee off yoour scoope.3: innforrmattionnalrrepoortss foocuss onn thhe ddeliiverry oof ffactts, figgurees, andd ottherr tyypess off innforrmattionn, wwithhoutt maakinng rrecoommeendaatioons or proopossi

31、ngg neew iideaas oor ssoluutioons.4: annalyyticcal repportts aasseess a ssituuatiion or proobleem aand reccommmendd a couursee off acctioon iin rrespponsse.5：proopossalss offferr sttruccturred, peersuuasiive messsagges thaat eencoouraage reaaderrs tto ttakee a speeciffic couursee off acctioon.6: Whh

32、ichh off thhe ffolllowiing is thee appproopriiatee fiirstt sttep in anyy reeseaarchh prrojeect?Devellop a rreseearcch pplann byy faamilliarriziing youurseelf witth tthe subbjecct , iddenttifyyingg innforrmattionn gaaps, annd pprioorittiziing ressearrch neeeds.7: Inn thhe sseriies of valluess 144,377

33、,444,444,444,744,776,888,993,1100,1122,All oof tthe aboove aree coorreect 8: Reeseaarchh beeingg coonduucteed ffor thee fiirstt tiime is callleddpriimarry rreseearcch. 9: Reeseaarchh thhat wass coonduucteed ffor othher proojeccts butt iss beeingg coonsiiderred forr a neww prrojeect is callleddseccon

34、ddaryy ressearrch.10: ssecoondaary ressearrch is Generrallly uusedd beeforre pprimmaryy reeseaarchh11: WWhy dosse iinfoormaatioon ffounnd oon tthe Intternnet neeed tto bbe uusedd wiith exttremme ccaree?Onlinne ssourrcess offtenn laack thee faact-cheeckiing andd ottherr quualiity conntrool pprocceduu

35、ress ussuallly fouund in traadittionnal, offfliine pubblisshinng.12: WWhy is it impporttantt too unnderrstaand thee puurpoose forr whhichh soourcce mmateeriaal wwas creeateed?Knowiing thee puurpoose hellps aleert youu too anny ppoteentiial biaasess.13: IIf yyou unccoveer ccritticaallyy immporrtannt

36、iinfoormaatioon (thee soort thaat ccoulld mmakee orr brreakk yoourcompaany) thhat is froom aa crrediiblee soourcce aand apppearrs tto bbe uunbiiaseed, welll ddocuumenntedd,curreent, annd ccompplette bbut is thee onnly souurcee off thhis infformmatiion youu caan ffindd, hhow shooulddyou hhanddle thii

37、s ssituuatiion in youur ssubssequuentt reeporrtinng?Use iit, butt cllearrly inddicaate in youur rrepoort thaat tthiss iss thhe oonlyy soourcce oof thee innforrmattionn annd yyou werrent aablee too veeriffy iit tthrooughh a seccondd , inddepeendeent souurcee.14: WWhy is it impporttantt too fuullyy un

38、nderrstaand thee innstrructtionns ffor usiing an inddiviiduaal ssearrchenginne, webb diirecctorry, dattabaase, orr ottherr coompuuterr-baasedd reeseaarchh toool?Usingg thhe ttooll wiithoout unddersstanndinng hhow it worrks cann prroduuce unppreddicttablle aand missleaadinng rresuultss.15: WWhatt shh

39、oulld yyou do if youur ffirsst aatteemptt too fiind sommethhingg wiith a ssearrch engginee dooesnnt rretuurn anyythiing?Try aagaiin wwithh feewerr seearcch ttermms (whiich willl bbroaadenn yoour seaarchh).16: RRecoordiing an inttervvieww Shoulld nneveer bbe ddonee wiithoout thee suubjeects ppermmiss

40、sionn17: AA suummaary is a sshorrtenned verrsioon oof oone or morre ddocuumennts, reeseaarchh reesullts, orr ottherr innforrmattionn; 18: AAconncluusioon iis yyourr annalyysiss off whhat thee fiindiingss meean (ann innterrpreetattionn off thhe ffactts).19: AA reecommmenndattionnis youur oopinnionn(b

41、aasedd onn reeasoon aand loggic) abboutt thhe ccourrse of acttionn thhat shoouldd bee taakenn.20:Iff yoou hhavee a lonng hhisttoryy off suucceess in bussineess andd arre hhighhly reggardded by youur aaudiiencce, whiich twoo orrganniziing moddelss wiill proobabbly be suffficciennt ffor mosst rrepoort

42、ss too thhis auddiennce?Focussingg onn cooncllusiionss orr foocussingg onn reecommmenndattionns.21:Iff yoou nneedd too “wallk yyourr auudieencee thhrouugh ”thee reeasooninng tthatt leed yyou to thee cooncllusiion or reccommmenddatiion in youur rrepoort, yoou sshouuld usee ann orrgannizaatioon tthatt

43、 foocusses on loggic.第十一章1: Whhy iis tthe “youu” atttittudee paartiicullarlly iimpoortaant witth llongg orr coompllex repportts aand proopossalss?The llenggth andd coompllexiity of theese repportts pput a hheavvy ddemaand on reaaderrs, makkingg itt paartiicullarlly iimpoortaant to be sennsittivee to

44、o thheirr neeedss.2: Whhichh off thhesee seenteencees hhas thee moost forrmall toone?We diiscuuss herreinn thhe pposssibiilitty oof ssyneergiistiic ddeveeloppmennt sstraateggiess beetweeen ourr fiirm andd U.S. Meddicaal.3: Whhichh off thhesee dooes nott beelonng iin tthe boddy oof aan iinfoormaatioo

45、nall orr annalyyticcal repportt?an exxplaanattionn off weeaknnessses in thee reeporrt .4: whheree woouldd yoou llistt acctioon iitemms iin aa reeporrt?inthee cllosee .5: Whhichh off thhe ffolllowiing is nott a chaaraccterristtic of efffecttivee reeporrt cconttentt?enterrtaiininng 6: Hoow aare auddie

46、nncess liikelly tto rreacct iif ttheyy sppot sevveraal eerroors in youur rrepoortss?They willl bbecoome skeeptiicall abboutt thhe qquallityy off alll yyourr woork .7: Whhichh off thhe ffolllowiing is nott a reccommmendded strrateegy forr sttrenngthheniing youur ppropposaal aarguumennt ? I iddenttifyy thhe aamouunt of timme yyouve invvestted in thee prropoosall 8: Iff paackaaginng aand preesenntattionn arre oonlyy suuperrficciall