商务沟通基础397页教学课件汇总完整版电子教案.ppt

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1、BusinessCommunicationFundamentalsChapteroneGettingReadyi.TheDefinitionofBusinessCommunicationii.TheFunctionofBusinessCommunicationiii.TheCategoriesofBusinessCommunicationiv.TheCharacteristicsofBusinessCommunicationWhatisbusinesscommunicationCommunicationderivesfromaLatinword,commnuis,whichmeanscommo

2、n.Communicationis“theexchangeofmeaningsbetweenindividualsthroughacommonsystemofsymbols”(Britannica,Volume3,P496)Businesscommunication,communicationinthebusinesssetting,normallyreferstoeffectivecommunicationachievedinaseriesofbusinessactivitiesinorganizationsthatarechangingtomeetnewsocial,economicand

3、technologicaldemands.Theimportanceofcommunication沟通占企业高级主管日常工作内容的90%。l财富500强中随机选取的100位企业主管认为需要重视的技能包括：口头演讲、备忘录写作、基本语法、信息报告写作和分析报告写作、外部沟通、技术应用等。l对美国得克萨斯州139位企业主管的调查表明：85%认为商务沟通能力非常重要，远远高于20%认为管理概念重要。PutthoseelementsintoorderaccordingtotheimportanceRank/OrderFactors/SkillsEvaluatedRank/OrderFactors/Sk

4、illsEvaluatedAcademicPerformancePersonalAppearanceCreativityProblem-solvingDecision-makingSelf-motivationDelegationTimeManagementHumanRelationsTeamworkLeadershipWorkExperienceMultilingualAbilityWrittenCommunicationOralCommunicationRank/OrderFactors/SkillsEvaluatedRank/OrderFactors/SkillsEvaluated1Or

5、alCommunication9TimeManagement2Self-motivation10PersonalAppearance3Problem-solving11WrittenCommunication4Decision-making12AcademicPerformance5Leadership13Creativity6HumanRelations14Delegation7Teamwork15MultilingualAbility8WorkExperienceLetushavealookattheresult美国美国CEO如何支配时间如何支配时间会议时间：35.29%睡眠时间：23.0

6、6%私人时间：10.63%读书时间：9.63%办公室时间：8.62%出行和沟通时间：9.29%视察时间：3.48%TheFunctionofBusinessCommunicationTransferringInformationPromotingInnovationImprovingInterpersonalRelationshipEstablishingBetterCorporateImageStabilizingtheWorkforceReducingOrganizationalRisksTheCategoriesofBusinessCommunicationAccordingtothed

7、irection:One-wayandTwo-wayAccordingtothestyle:FormalandInformalAccordingtothemeasures:VerbalandNon-verbalAccordingtotheobjections:InterpersonalCommunicationandGroupCommunicationAccordingtothescales:InternalCommunicationandExternalAccordingtotheculture:Inner-culturalandInterculturalTheCharacteristics

8、ofBusinessCommunicationBusinesscommunicationisDynamicIrreversibleSymbolicSystemicSelf-reflectiveInteractiveComplexTheskillsofcommunication视觉沟通技能：视觉沟通技能：我们掌握的知识有85%源于视觉，声音与可视画面组合出现可以强化我们的理解与记忆。ModeDurationOntheSpot3hrsLater3DaysLaterListening听100%70%10%Sight视觉100%72%35%Combination组合100%85%65%2）口头表达技能

9、：）口头表达技能：一般调查显示，口头沟通表达技能的使用频率要高于书面写作技能。公司老板更看重口头沟通、人际沟通和倾听技能；教育家则认为书面沟通的理论知识更为重要。3）倾听技能）倾听技能：我们每天有60%的时间在倾听，但倾听效果并不好，因为我们是在消极地听，积极倾听能参与获取信息、预测即将发生的事情、定期总结、倾听话外音。4）写作技能：）写作技能：财富Fortune杂志的记者在向成功的CEO们问及商务培训的话题时，他们都回答说：“要教他们写得更好！”写作的基础技能-简洁、明确、清晰、有逻辑性例例：InterAccess信息系统副总裁HoytHudson指出：“信息革命最显著的一个特点就是发展的动

10、力已经回到书面语言上来，能够进行准确沟通的人在当今社会占有绝对优势。”BusinessCommunicationFundamentalsChapterTwoCommunicationStrategiesi.PeterHartleyModel(LinearModel)ii.Ronald.B.AdlerModel(InteractiveModel)iii.MaryMunterModel(CircularModel)TheProcessModelsofCommunicationI.LinearModel Business Communication,PeterHartley&CliveG.Bruck

11、mann,2002,NewYork:RoutledgeNoise(贯穿全过程)Informationsource-Transmitter/Encoder-Channel-Receiver/Decoder-DestinationNoiseNoiseisarandominputwhichdistortsamessageorwhichinterfereswithitstransmissionorreception.Noises:Themostobvioustypeofnoiseisexternalnoise(alsocalledphysicalnoise).Thisincludessoundstha

12、tdistractcommunicators,suchasthebabbleofvoicesinthenextroomortheannoyingringofsomeonescellphoneinameeting;anovercrowdedroomorasmellycigar.Asecondkindofinterferenceisphysiologicalnoise.Hearingdisordersfallintothiscategory,asdoillnessesanddisabilitiesthatmakeitdifficulttosendorreceivemessages.alate-ni

13、ghtstudysessionorhavingtheflu.Thethirdtypeofinterferenceispsychologicalnoise,thatis,forceswithinthesenderorreceiverthatinterferewithunderstanding.Egotism,defensiveness,hostility,preoccupation,fear.Codes:Acodeisacoherentsetofsymbolsplustherulesneededtostructureamessage.e.g.Alanguagecodeconsistsessent

14、iallyofalistofwords,andasetofrulesforpreparingatext.Theserulesarethegrammarorsyntaxofthelanguage.EncodingandDecoding:Encodingisusingacodetostructureamessageinanefforttoachieveourcommunicativeobjective.Decodingisthereverse:weuseourknowledgeofthecodetoworkoutthemeaningofamessagewehavereceived.Encodean

15、dDecodeMedium/Channel:Themediumisthephysicalsystemwhichcarriesthemessagefromsendertoreceiver,whichcanvaryfromtheaircarryingthevoicebetweentwospeakerstosomethinglikeanemailwheretheauthorisseparatedfromthereaderbycomplicatedelectronicprocesses.Sometextsusechannelforthisconcept.aletterormemo,deliveredb

16、yhandorsenditviaregularmailoruseanovernightdeliveryservice.afaxorelectronicmail,communicateorally,eitheroverthephoneorinperson.II.InteractiveModelCommunicating at Work(商务沟通原则与实践)RonaldB.Adler北京大学出版社2005.7ISBN7-301-09061-7/F.1115Feedback:Receiversdontjustabsorbmessageslikesponges;theyrespondtothem.Mo

17、stcommunicationisatwo-wayaffair.Thediscernibleresponseofareceivertoasendersmessageiscalledfeedback.Somefeedbackisnonverbalsmiles,sighs,etc.Sometimesitisoral,aswhenyoureacttoacolleaguesideaswithquestionsorcomments.Feedbackcanalsobewritten,aswhenyourespondtoaco-workersmemo.Inface-to-facesettingspeople

18、aresimultaneouslysendersandreceiversofinformation.CircularModelMaryMunter.2003.Guide to Managerial Communication-Effective Business Writing&Speaking(6thEdition).PrenticeHall.(管理沟通指南),清华大学出版社，2003.8Context:Communicationisinfluencedbythecontextinwhichitoccurs.Thereareseveraldimensionsofcontext,includi

19、ngphysical,social,chronological,andcultural.Contexts in CommunicationPhysicalContext:somesettingwherecommunicationtakesplace,whichcaninfluencethecontentandqualityofinteraction.Forexample,imaginehowdiscussingaproblemwithyourbossoraskingforaraisemightbereceiveddifferentlyineachofthefollowingsettings:I

20、nyourbosssoffice.Inyourworkarea,withothersobservingtheconversation.Overlunchatalocalrestaurant.AtacompanypicnicorpartySocialContext:referstothenatureoftherelationshipbetweenthecommunicators,aswellaswhoispresent.Imagine,forinstance,thedifferenceinaskingamanagerfortheraiseunderavarietyofdifferentsocia

21、lcontexts:Youandthemanagerhavebeenfriendsforseveralyears,oryouandthemanagerhavenopersonalrelationship.Youarethesameageasyourmanager,orsheorheis15yearsolder(oryounger)thanyou.Youandthemanagerhavegottenalongwellinthepast,oryouhavehadanongoingpersonalityconflictwiththemanager.Youandthemanagerarealone,o

22、ryouronlychancetoaskfortheraisecomeswithotheremployeesaround.ChronologicalContextrefers to the ways in which time influencesinteraction.A sample of time-related considerationsshowstheimportanceofadaptingtothechronologicalcontext:What time of day is it(first appointment in themorningorlastintheaftern

23、oon)?What are the communicators personal preferencesfortime(amorningpersonoralatestarter)?Isitbefore,during,orafterworkhours?Isthisabusytimeofyear(holidayseason,taxtime)Hastherejustbeenamajorlayoff,downsizing,orprofitloss?Culturalcontext:Theculturalcontextofcommunicationincludesboththeorganizational

24、andtheethnicand/ornationalbackgroundsofthepersonscommunicating.Fornow,youcangetasenseoftheimportanceofculturebyimagininghowjustafewdifferencesinbackgroundsmightinfluencecommunicationbetweenthefollowingpeople:BabyBoomersandGenerationX-ers.EnglishandChinese.CommunicatorStrategyRegardlessofwhetheryouar

25、espeakingorwriting,yourcommunicatorstrategyincludesyourobjectives,stylesandcredibility.ChoosethestrategywhichsuitsyouAccordingtothedifferentcontextyouarein,youcanchoosetherightstrategytocommunicateAudienceStrategy:Whoarethey?Whatdotheyknowandwhatdotheyfeel?Howimportanttheyaretoyourtask?Andhowcanyoum

26、otivatethem?MessageStrategy:Howcanyouemphasize?Howcanyouorganize?CultureStrategyChannelstrategyBusinessCommunicationFundamentalsChapterThreeInterculturalCommunicationi.UnderstandingCulturesandCommunicationii.HighContextorLowContext?iii.DevelopingInterculturalBusinessCommunicationSkillsiv.BusinessAnt

27、hropogeography:DoingBusinessaroundtheWorldCultureandItsContextCultureisalearnedsetofsharedinterpretationsaboutbeliefs,values,norms,andsocialpractices,whichaffectthebehaviorsofarelativelylargegroupofpeople.CommunicationexpertEdwardHalldevelopedausefulwaytounderstandculturesbyidentifyingtheirsocialfra

28、meworksas“highcontext”or“lowcontext”.Highcontextculturesemphasizethecontextinwhichacommunicationtakesplace;theypayagreatdealofattentiontoimplicit,nonverbalmessages.Incontrast,lowcontextculturesplacelessemphasisonthecontextofacommunication(suchasimpliedmeaningornonverbalmessages);theyrelyonexplicitve

29、rbalmessages.HighcontextculturesApersonfromahighcontextculturegenerally:ReliesonimplicitcommunicationEmphasizesnonverbalcommunicationSubordinatestaskstorelationshipsEmphasizescollectiveinitiativeanddecision-makingViewsemployer/employeerelationshipashumanisticReliesonintuitionortrustratherthanfactsan

30、dstatisticsPrefersindirectstyleinwritingandspeakingFavorscircularorindirectreasoningAdherestothespiritofthelawLowcontextculturesFromanothernineaspects,apersonfromalowcontextculturegenerally:Reliesonexplicit(literal)communicationEmphasizesverbalcommunicationovernonverbalcommunicationSeparatesjobtasks

31、fromrelationshipsEmphasizesindividualinitiativeanddecision-makingViewsemployer/employeerelationshipasmechanisticReliesonfacts,statistics,andotherdetailsassupportingevidenceUsesdirectstylewritingandspeakingPreferslinearreasoningDevelopingInterculturalBusinessCommunicationSkillsTakeresponsibilityforco

32、mmunication.Showrespect.Tolerateambiguity.Bepatientandpersistent.Beflexible.Emphasizecommonground.Sendclearmessages.Increaseyourculturalsensitivity.Dealwiththeindividual.DifferentconceptsindifferentculturesInbusinesscommunication,weshouldnoticethatdifferentconceptsindifferentculture,especiallyfacing

33、thesameobject.ColorAnimalsblackcart,dog,pig,dragonProverbsNumbers4,13,11,BusinessAnthropogeographyDoingBusinessaroundtheWorldAnthropogeographyisakeypieceofknowledgebothinbusinessandcross-culturalcommunication,involvinggeographicsurvey,language,population,weather,timedifference,currencies,economicorg

34、anizations,marketleaders,seaports,airports,airlinesandaeriallines,religions,traditions,etc.AsiaAsthelargestcontinent,ithasanareaof44,000,000sqkm,thelargestpopulation(3.776billionin2006).FarEast,MiddleEast,SouthAsia&SouthEastAsiaAsia:China Main Religions:Buddhism,Taoism,ConfucianismKeeps the largest

35、foreign exchange reserves 38000美元（1974），1.67亿（1978），5400亿（2004），1万亿（2006），2万亿（2010）The largest trader(2010中德美)10%of global trade;The largest exporterGDP growth by 9%on average over the past 30 years德精英调查:中国20年后将成第一经济大国,第二政治大国目前排名：目前排名：“政治大国”：美国、中国、俄罗斯、欧盟、法国、德国；“经济大国”：美国、中国、德国、英国、法国、欧盟。20年后排名：年后排名：“经

36、济大国”：中国、美国、印度、欧盟、德国、巴西；“政治大国”：美国、中国、欧盟、俄罗斯、印度、巴西。Asia:JapanMainReligions:Shinto（神道）,BuddhismRespectfortheAgedDay,Sept15thGDP(PPPPurchasingPowerParity)ranksasthe3rdbehindUSA&PRC.CIARankOrderGDPPercapita2007/2009ExportCommodities:machinery,motorvehicles,consumerelectronicsImportCommodities:manufacture

37、s,foodstuffs,rawmaterials,fossilfuelsAsia:SouthKoreaMain Religions:Buddhism,ChristianNational Flag:周易(乌克兰)伏羲易经“易有太极，是生两仪（天地），两仪生四象金木水火），四象生八卦（乾代表天，坤代表地，坎代表水，离代表火，震代表雷，艮(gn)代表山，巽(xn)代表风，兑代表泽）”One of the 4 Tigers of Asia GDP 7 times Indias,17 times North KoreasAsia:SouthKoreaExportCommodities:electron

38、ic&electricalequipment,machinery,steel,automobiles,ships,textiles,clothing(footwear),fishImportCommodities:machinery，electronics&electronicequipment,oil,transportequipment,textiles,organicchemicals,grainsAsia:IndiaPopulation:11亿(2009)Alargeshareofthepopulation,about40%,remainstoopoortoaffordanadequa

39、tediet.Softwaredevelopmentaccountsfor70%Export:textiles,gems&jewelry,leatherImport:crudeoil,machinery,fertilizer,chemicalsAsia:PakistanTheyarethemaingroupofimporterofChinesetextilemarketAsia:SingaporeChineseasanofficiallanguage.Apopulationover5millionwithChineseaccountingfor76.2%,mainlyfromGuangdong

40、,Fujian,ShanghaiandHainan.Oneofthe4TigersinAsia.Export:computerequipment,rubberproducts,telecommunicationsequipmentImport:aircraft,petroleum,foodstuffsAsian:VietnamVietnamsufferedthree“lostdecades”inthe20thcentury.In2001,theUS-VietnamBilateralTradeAgreementservesasaneconomicboost.Export:rice,log,mar

41、ineproducts,coffee,rubber,teaImport:machinery,steelproducts,rawcotton,motorcyclesAsia:SaudiArabiaOil-basedeconomy:largestreservesofpetroleumintheworld(26%)andlargestexporterplayingaleadingroleinOPEC.GreenrelishesluckandlifeinIslam:国旗.Whiteispurity.宗教警察：禁女士驾车、外出披Abaya.禁忌公共场所拍照Asia:UnitedArabEmiratesa

42、MiddleEasternfederationofsevenstatessituatedinthesoutheastoftheArabianPeninsulainSouthwestAsiaonthePersianGulf,borderingOmanandSaudiArabia.DubaiAfricaThesecondlargestcontinentandsecondlargestpopulation.NorthAfrica,WestAfrica,CentralAfrica,EastAfricaandSouthernAfricaAfrica:EgyptAs a country of Islam,

43、Egyptians are not used to paying a visit to a different sex.肮脏的左手-方便、脏活，“右比左好”。Yawning is a drive from the devil.不速之客也能受欢迎，但在商务会见中你也有可能被打断、冷落。旅游：Pyramids and SphinxAfrica:SouthAfricaReligions:Christian,CatholicismModerateagriculturalsectorandFabulousmineralwealth(gold,diamond)Export:gold,diamondando

44、thermineralsImport:machinery,textiles,scientificinstrumentsEuropeThesecondsmallestcontinentonlylargerthanAustraliabutthethirdinpopulation.EuropeanUnion(EU),foundedon1stNov,1993,isof27independentcountriesfoundedtoenhancepolitical,economicandsocialcooperation.CommonwealthofIndependentStates(CIS),found

45、edinDec1991,isof12countriesincludingRussia.Europe:DenmarkMaerskLogisticsA.P.Moller马士基集团成立于1904年，总部设立在丹麦哥本哈根，遍布全球125个国家，旗下员工超过100000名。自1924年进入中国后，至今已建立了30家独资或合资公司，招募了超过5000名员工。AndersensFairy TalesEurope:ItalyWheninRome,doastheRomansdo.Export:textiles,productionmachinery,motorvehicles,tobacco,beverage

46、s,foodImport:textiles,energyproducts经常迟到：Sorry,traffic jam!最轻松的翻译。Ciao!Grazie!PlagoEurope:GermanyThe5thlargestnationaleconomyintheworldbutprovedtobeoneoftheslowestgrowingeconomiesintheentireEurozone.Export:machinery,vehicles,manufacturesImport:foodstuffs,textilesEurope:SwitzerlandAprosperousandstabl

47、emodernmarketeconomywithlowunemploymentandahighlyskilledlaborforceExport:watchesSwatchGroupofSwitzerlandImport:textiles,agriculturalproductsEurope:FranceFrancesleadersremaincommittedtoacapitalisminwhichtheymaintainsocialequitybymeansoflaws,taxpolicies,andsocialspendingthatreduceincomedisparityandthe

48、impactoffreemarketsonpublichealthandwelfare.Europe:FranceTheratioofBlue,WhiteandRedinthenationalflagis30:33:37tosolvethevisualproblemofBluemuchwiderthanRed.MuchemphasislaidonFashion,“ParisStyle”FrenchGourmetLaDefense-CommercialZone3Europe:FranceCarrefour欧洲最大零售商世界第二大零售商世界最大食品零售商世界最国际化的零售企业中国最大外资零售商Eu

49、rope:NetherlandsHolland;Dutch land Shell 壳牌石油，统一润滑油Europe:UKOneofthe4TrilliondollareconomiesofWesternEurope(Germany,France,Italy),aleadingtradingpowerandfinancialcenterHSBCHoldingEurope:UK三大禁忌 a.排队不加塞儿。b.不问女士年龄。c.不能砍价Yorkshire 风俗：女孩该谈婚论嫁时穿紧身衣，绿色表示“我愿恋爱，大胆追求吧！”，黄色“有机遇，中意便可能成功。”，红色“别理我！”Europe:PolandA

50、 success story among transition economies which steadfastly pursued a policy of economic liberalization.Father of Esperanto:Zamenhof柴门霍夫Public facility:for Gents for LadiesMost lovely girls in EuropeAmericaThethirdcontinentNorth American Free Trade Agreement,NAFTA(北美自由贸易区)，launched in Jan,1994,has s