第一篇:商务英语沟通考试重点
商务英语沟通考试重点
第一章:How to apply for the ideal job 1.Here are some good ways make your application letter stand out
(1)Look for something unusual in your experience or qualifications.(2)Make the contents of your letter appropriate for the job.(3)Avoid annoying phrases(4)Get someone to read your letter before you send it(5)Keep the letter short(6)Mention the organization(7)Make your letter physically easy to read(8)Remember to state which job you are applying for(9)Be realistic(10)Check again.2.What to mention in your letter or e-mail(1)You meet the specifications for the job(2)The things that make you stand out.第二章:The resume and the interview 1.The resume must be included:(1)Personal information:
Full name in Chinese characters and Pinyin;Address;Telephone number;Age indicated by date of birth;Gender;e-mail address;Fax number;Photograph(2)Qualification(3)Education(4)Previous employment(5)Skills(6)Interests and hobbies(7)Future career 2.What do you do now in interview? You must know everything:(1)The company
(2)The job
(3)The business environment.(4)The business culture of the company
(5)Existing employees(6)Focus areas
(7)Salary 3Tips(面试中的技巧)(1)Names , underline your family name(2)Eye contact , eye contact is very important(3)Sit comfortably, visual impression are important.第三章:Spoken business communication 1.出色演讲三步骤:
(1)Preparing for the talk The audience, The introduction.Preparing the content
Visual aids
The venue
The length Be ready for questions(2)Structure A clear introduction is essential
Then you move onto the main part of your presentation
Finally you must have a conclusion(3)More practice 2.演讲过程中的技巧
(1)Look at them and smile.(2)Take your time(3)Eye contact
(4)Gestures
(5)Do not just read your speaking notes(6)Pause and volume
(7)Sum up
(8)Do not run away 第四章:同事沟通及客户沟通 1.Problem communications(问题沟通几条原则)
(1)Stay calm
(2)Listen
(3)Do not assume
(4)Explain clearly(5)Speak clearly(6)Ask for details(7)Check and respond
2言语沟通的有效性检验
(1)Action
(2)Checking
(3)Listen
(4)Ask for suggestions(5)Lead your ideas into the ideas of the other person
(6)Explain clearly(7)Ask for suggestions again
(8)Offer to revise
(9)Checking
第五章:Written Communication(书面沟通)1.书面沟通的形式包括:
(1)A short list of points
(2)A huge documents consisting of hundreds of page(3)A letter
(4)A note
(5)An agenda
(6)Minutes of meeting
(7)A proposal
(8)A description
(9)A biography
(10)Job application 2.内容撰写过程(5W1H)
What why when who where how
3.书面沟通小技巧
(1)Size matters
(字体)(2)Use white space
(间距)(3)Read aloud
(边读边写)第六章:Business meeting(商务会议)1.开会的原因:
(1)To communicate policies
(2)To issue instructions(3)To listen to views
(4)To hold discussions(5)To ensure that everyone is aware of what is going on(6)To review experiences and future action(7)To provide written records 2.各种类型的会议风格
(1)Authoritarian
The boss is very much the top person.He or she is there to give orders and the others are there to receive instructions.He or she make proposals, allows only a brief discussion and then ask for endorsement of the decision.You want an experienced leader to draw on his knowledge and skill and issue orders for action that will solve a problem.(2)Inclusive
The person in charge seeks to involve all present in the discussion.He or she seeks out alternative viewpoints, repeatedly ask for opinions, and ask if everyone thinks the proposed course of action is appropriate.Decision can be difficult to reach or them may be avoided completely.There is a danger that each person present can go away with a different impression of what has been decided.(3)Combat
There are meeting where strongly held and position are presented, attacked and defended.People may argue and disagree.(4)Routine
Some meetings can be very structured.Project meeting often have to be routine in order that progress can be tracked effectively.Everyone has to meet at the same time at the same place and a very ordered of reporting is used.E.g.: Board meetings, executive committee meeting(5)Informal
Focus groups and brainstorming sessions, where new trends and ideas are identified and developed.3.Good written records have many attractions,(好的会议纪要包括以下要素)
(1)They contain full information about when and where the meeting took place.(2)They record the names of the people taking part.(3)They list people who did not attend.(4)They record who made what decision.(5)They list point for action(6)They are short and concise.(7)They remove duplications.(8)They are easy to access and can be held in electronic form.第七章:cross-cultural business commucations 1.Phenomena which influence cultures文化影响的表现形式(1)Time and punctuality.时间观念与守时。Northern European backgrounds tend to be very strict about adhering to time.Spanish or Italian person may feel that being 10 or 15 minutes late is not really a problem.(2)Formality.礼节。Japanese and Korean people are likely to be very formal than individuals from the western United States.(3)Attitudes.态度。Other cultures see them in a more flexible way and feel that if condition change, then it is only natural to vary an agreement.The relationship is much more important than what is written down on paper.(4)Socializing.社交活动。Socializing is usually separate from business in some cultures.The office is the office—and activities outside work have nothing to do with business relationships.In other cultures, almost all important business decision may be taken within a social context—at meals or other informal activities.(5)Gender 性别
Many countries have powerful laws and punishment to ensure that people receive equal opportunities regardless of their gender.第八章:Crisis communications 危机沟通 1.危机沟通的组成部分:
(1)Prepare for a crisis
(2)Identify a crisis(3)Analyze a crisis
(4)Manage a crisis(5)Learn from a crisis 2.Real crisis share some common characteristics:危机特点
(1)The timing is unpredictable(2)The exact nature of the crisis is difficult to forecast(3)Events occur without warning(4)More than one problem occurs at the same time(5)The crisis develop rapidly(6)Communications play a vital role 3.危机沟通十条黄金准则
(1)Prepare in advance(2)Make sure everyone knows his or her role(3)Accept responsibility(4)Act quickly(5)Communicate your position clearly and immediately(6)Communicate regularly(7)Tell your staff what is happening(8)Integrate communications into the management response(9)Watch out for exhaustion(10)Keep records 2.How to prepare in advance(1)An assessment of the likely threat 评估潜在威胁(2)Clear identification of responsibility责任明晰
(3)Setting up of the crisis management team 建立危机管理团队(4)Practice and exercise 练习与演习
第九章:Media communications媒体沟通 1.The media include: Newspapers,Magazines , Newsletters , Television , Radio,Internet sites and blog, Special interest publication, Messages delivered through entertainment,Endorsement of products and services 2.企业与媒体沟通途径:
(1)Press release
新闻稿
(2)Press conference 新闻发布会(3)Press events
公关宣传活动
附录
1.宴会礼仪 The setting;Entering the dining room, if you are in a small group, the host will indicate where you should sit.Women sit down before men, with the men pulling out the chair first.Then the men sit down.In a mixed group, hosts will generally try to ensure a man—woman seating arrangement at the table.The food:
Use the big knife and fork to cut pieces into manageable size before moving them to your mouth.Do not chew large, bony, pieces in your mouth and never, ever, spit food back onto the plate or onto the tablecloth.If it is all too difficult, eat a few pieces and the accompanying vegetables.Separate trips for cold food and hot food.Do not put savory food and sweet food together on the plate.Drinking:If you do not drink alcohol, then tell the waiter the first time he asks and he will take the wine glasses away so that you are not asked again if you would like wine.Turning a glass upside down also indicates that a person is not drinking.Most non-drinkers just have water with their meal but you can ask for tea or a soft drink if you wish.Talking:
Remember to listen as well.Never talk with food in your mouth, finish chewing and swallow before you say anying.
第二篇:商务英语沟通试卷
商务英语沟通试卷
Part One(5%)
I .Multiple Choice(1%x5=5%)
Directions: In this part, there are items 1-5.Choose the best answer A,B,C or D 1.All the following might affect your final message EXCEPT_
A.age B.educational background C.culture D.temper
2.Being responsive to individual differences, what language must you make a conscions effort to use?
A.bias-free language.B.bilingual language C.formal language D.foreign language 3.When planning your communication, you should strive for_that will serve
you in much the same way a blueprint serves a builder or an itinerary serves a
traveler.A.a report B.an outline
C.a document D.an idea 4.Which of the following is NOT of the common bases for idea sequence? A.character B.familiarity C.space D.importance 5.Which of the following is NOT effective use of E-Mail? A.check mail promptly B.do not contribute to E-Mail overload C.use E-Mail not only for appropriate message D.exercise caution against Part Two(95%)
E .Gap-Filling(2%x5=10%)
Directions: Complete statements 6一10,filling in each gap with a proper word or a phrase.6.When revising, people should edit or rewrite messages for vividness,clarity,conciseness and readability.7.Use graphics,visual aids and forms whenever possible because they simplify the message.8.To.Minimize disappointment and maintain a positive relationship,it’a good idea to use the inductive for refusing requests for a favor, an action,or even a donation.9.If the title is longer than one line, arrange it in the inverted pyramid format;that is,make each succeeding line shorter than the line preceding it.10.The four steps involved in.interviewing are: preparation,interchange, uation and action.Ⅲ.T/F Questions(1%X5 =5%)
Directions:Decide whether statements 11一15 are true or false.Write“T“ for
”true “,and ”F“ for ”false”.
11.Team members at the performing stage of team development exhibit the following behaviors:commitment, cooperation, communication and contribution.T 12.The manager failed to sign the second copy of the engagement letter.F
13.Effective persuasive messages are built on multiple selling points interwoven throughout the message.F
14.During a presentation, the speaker should generally avoid jargon and technical terms.T
15.While some employers place heavy emphasis.on academic performance, others place more weight on an applicant's abilities and experiences.T IV.Term Definition(4% x4=16%)
Directions: Explain terms 16一19 in English.16.group communication Group communication occurs among more than two people:a committee,a club,or all the students enrolled in a class.17.redundancy A redundancy is a phrase in which one word unnecessarily repeats an idea contained in an accompanying word.18.flowchart A flowchart is a step-by-step diagram of a procedure or a graphic depiction of a system or organization.19.unstructured interview An unstructured interview is a freewheeling exchange and may shift tram one subject to another, depending on the interests of the participants.V.Short-Answered Questions(6% x4 =24%)Directions: Answer questions 20一23 in English 20.What are the stages of the communication process model?(Describe the five stages, in the communication process using the following terms:(a)sender,(b)encode,(c)channel,(d)receiver,(e)decode,(f)feedback, and(g)interferences or barriers.)
①The sender encodes the message.(1分)
②The sender selects an appropriate channel and transmits the message.(1分)
③ The receiver decodes the message.(1分)
④The receiver encodes the message to feedback to clarify misunderstandings.(1分)
⑤ The sender and receiver remove interferences or barriers that hinder the communication process.(2分)
21.What must you keep in mind when writing appreciation messages? ①be sent in a timely manner;(2分)
②avoid exaggerated,strong language that is hardly believable;(2分)③ contain specific comments about the outstanding qualities or performsnce.(2分)
22.What techniques are useful for achieving coherence? ① Repeat a word that was used in the preceding sentence;(2分)
②Use a pronoun that represents a noun used in the preceding sentence;(2分)
③Use such connecting word;(1分)
④Use transition sentences.(1分)
23.How can presentation visuals be used to enhance a presentation? ①Clarifies and emphasizes important points;(1分)②Increases retention from 14% to 38%;(1分)
③Reduces the time required to present a concept:(1分)
④Results in a speaker's achieving goals 34% more often than when presenta-tion visuals are not used;(2分)
⑤Increases group consensus by 21% when presentation visuals are used in a meeting.(1分)
VI.Graphics(10%)
Directions: Draw a line chart according to the given information.24.Draw a line Chart.prepare the line chart showing the sales of Boeing, 1990-1996.90(300),91(450),92(470),93(320),94(280),95(220),96(210).
VII.Writing(15% x2 =30%)25.Composition(1)
Situation;
You are Zhanglin, sales manager of Lod Company, 56 Changan Street, Beijing,Tel: 010一88698234.You want to introduce your products to Mr.Gaojun, 123 of N0.4 Street, Shenyang.There are over 800 colors and patterns to choose, and from Nov 5,2004 a 24一hour 20 percent off sale on all clothes are given to all the new customers.Task: Write a sales letter with the given information.LOD 56 Changan Sneet Beijing(010)88698234 Nov 5,2004 Mr.Gaojun 123#, No.4 Street Shenyang Dear Mr.Gaojun, We learned through a mutual business associate that you might be interested in some of our products.Lod Company bas been in business for more than 25 years and handles many kinds of clothes.Over 800 patterns and colors are available for you to choose.And our products are reliable in qualities.You can also enjoy 20 percent discount when you choose to buy our clothes now.And it is our pleasure to serve for you 24 hours per day from Nov 5.If our line of business matches your needs, please feel free to call or write us.We would be most happy to assist you in any way we can.26.Composition(2)Situation;
You are Kitty Lu, the Assistant Manager at Lord’s Booksellers.Your boss Louise Harrison, says to you,“We have received some complaints recently about customer service.I want you to write a report on staff attitudes, general behavior and job satisfaction.I’d like the report as soon as possible so that we can improve the situation.”
Task: Write the appropriate report including any relevant information.Report on Customer Complaints Terms of reference Louise Harrison has asked for a report on what the staff believe to be the causes recent customer complaints about the service they have received.Proceedings I discussed with various members of staff their feelings towards the company and their jobs.Findings 1.Many staff are dissatisfied because they have not bad a pay rise due to recession.2.Some members of staff have not bad training since they started working for the company.3.Staff are finding that the company does not stock as many books as usual and that customers are requesting many tides that are not in stock.4.The supervisor was not replaced when be left last year and the staff do not have clear instructions regarding breaks, staff benefits and who to ask if they have questions Conclusions There seem to be a few reasons for staff dissatisfaction or confusion which might be causing customers to complain about service.Recommendations I recommend that we arrange for staff training and either promoting or finding a suit-able supervisor.Kitty Lu April 15,2005
第三篇:管理沟通考试重点
管理沟通考试内容整理
雷学清结合课堂笔记整理
考试题型及分数分布:填空10分、选择10分、判断10分、名词解释4题共12分、举例说明题4题共42分、论述1题16分
注意:举例说明题一般要结合实际的的实际例子,否则最多得一半分。
举例说明题示例:请举例说明非语言沟通在管理沟通中的作用。1.强化作用。家电销售员在向消费者推销时,经常一边解说一边打手势,手势就起强化作用。
2.亲和作用。在企业举行的客户答谢会上,迎宾人员看见客户,很远就会微笑,微笑有很强的亲和作用。
一、沟通过程的六个环节:(信息源/发送者、编码、渠道、接收者、解码、反馈)和一个干扰源(即噪音)。
1.信息源。信息产生于信息的发送者,它是由信息发送者经过思考或事先酝酿策划后才进入沟通过程的,是沟通的起始点。
2.编码。将信息以相应的语言、文字、符号、图形或其他形式表达出来就是编码过程。虽然我们很少能意识到编码过程的存在,但是编码过程的确十分重要。通常信息发送者会根据沟通的实际需要选择合适的编码形式向接收者发出信息,以便其接受和理解。
3.渠道。随着通信工具的发展,信息发送的方式越来越多样化。人们除了通过语言面对面的直接交流外,还可以借助电话、传真、电子邮件来发送信息。信息发送时,发送者不仅要考虑选择合适的方式传递信息,而且要注意选择乔当的时间与合适的环境。
4.接收者。接收者是信息发送的对象,接收者不同的接收方式和态度会直接影响到其对信息的接收效果。常见的接收方式有:听觉、视觉、触觉以及其他感觉等活动。如果是面对面的口头交流,那么信息接受者就应该做一个好的倾听者。掌握良好的沟通情景给出具体
倾听技能,是有效倾听的基础,积极的倾听有助于有效的接收信息。
5.解码。接收者对所获信息的理解过程成为解码。接收者的文化背景及主管意识对解码过程有显著的影响,这意味着信息发送者所表达的意思并不一定能使接收者完全理解。沟通的目的就是要信息接收者尽可能理解发送者真正的意图。信息发送者和接收者采取一种共同语言进行沟通,是正确的重要基础。当然这是一种理想状态,因为每个人都具有自己独特的个性视角,这些个体的差异必然会反映在编码和解码过程中。但是,只要沟通双方以诚相待、精诚合作沟通就会接近理想状态。6.反馈。信息接收者对所获信息所作出的反应就是反馈。当接收者确认信息已收到,并对信息发送者做出反馈,表达自己对所获信息的理解时,沟通过程便形成了一个完整的闭合回路。反馈可以折射出沟通的效果,他可以使传送者了解信息是否被接收和理解。反馈使人与人之间沟通成为双向互动过程。
7.噪音。对信息传递过程产生干扰的一切因素都称为噪音。噪音对信息传递的干扰会导致信息失真。噪音的主要来源有:沟通双方个性的不同会影响正常沟通,例如性格、受教育程度、气质等。常见的噪音源来自以下方面:(1)价值观、伦理道德观、认知水平的差异会阻碍相互理解。(2)健康状态、情绪波动以及交流环境会对沟通产生显著影响。(3)身份地位差异会导致心理落差和沟通距离。
(4)编码与解码所采用的信息代码差异会直接影响理解与交流。(5)信息传递没接的物理性障碍。(6)摸棱两可的语言。(7)难以辨认的字迹。(8)不同的文化背景。
在沟通过程中,噪音是一中干扰源,它可能有意或无意的交织,会影响编码或解、码的正确性,并会导致信息在传送与接收过程中变得模糊和失真,从而影响正常交流与沟通。噪音是妨碍信息沟通的所有因素,它贯穿于整个沟通过程。因此,为了确保有效沟通,通常要有意识地避开或弱化噪音源,或者重复传递信息以增加信息强度。
二、倾听中提问的方式
1.清单式提问。常以多项选择性问题提问,鼓励询问对象多方面地考虑问题以获取信息。2.开放式提问。常以“你认为······是什么”、“如何······”“哪个······”等方式开头,以鼓励对方回答,从而获取信息。
3.重复式提问。这种提问方式一方面是为了向他人表达:我听见了你所提供的信息;另
一方面也是为了检验自己所获取的信息是否正确。
4.假设式提问。这种提问方式是为了鼓励对方从不同的视角来思考问题,并从中获取其对问题的看法和态度。
5.封闭式提问。为了获取某些具体的信息,常常用这种方式提问。回答这类提问,通常只需说“是的”、“不是”或一些具体的数字等。
三、在沟通中,语言信息与非语言信息在四个方面互相关联
1.重复。当谈到某个方向时,伴随着手指的指示。比如在答复问路者时,我们往往会边嘴上回答,边用手指方向。
2.矛盾。某些时候,在语言和非语言信息处现矛盾的时候,非语言信息更能让人信服。
3.代替。某些时候,非语言信息就起着代替语言信息的作用。
4.强调。通过非语言信息,语言信息得到补充。
四、下行沟通的三种形式。
1.书面的:如指南、声明、企业政策、公告、报告、信函、备忘录等。
2.面谈的:如口头指示、谈话、电话指示、广播、各种会议(评估会、发布信息形式会议、咨询会、批评会)、小组演示乃至口头相传的小道消息等。
3.电子的:如闭路电信系统新闻广播、电话会议、传真、电子信箱等。
五、团队决策的六种方式
1.沉默型。当团队中有人提出想法或建议时,不经过团队成员的共同讨论就被放弃。这种类型的团队缺乏沟通,属于无效团队。
2.权威型。在这种团队中,由领导者一人作决策,团队成员也可能参与讨论、分享信息、提出想法,但不参与决策。这种类型的团队缺乏民主的决策机制,沟通不畅,属于创造力团队。
3.合伙型。在这种类型中,少数团队中的实力派任务成员结成一帮,当他们提出某个观点或发表意见时,虽然不少人会持不同意见,但没有人愿意打破这种表面一致的局面。这种类型的团队缺乏民主氛围,属于孤立型团队。
4.少数服从多数型。这是一种被广泛采用的团队决策模式。在这种类型中,当一个问题提出后,经过共同沟通和讨论,形成一个方案或建议,在此基础上,大家投票表决,最后根据票数的多少来决定是否采纳该方案或建议。这种类型的团队有利于营造和谐气氛,属于较民主的团队。当然,如果出现“真理掌握在少数人手里”的情况,这种方式也可能会产生消极的影响。
5.比较一致型。在这种类型中,在一个建议达成共识的过程中,对于某些决议或方案,即使有人持不同或相反意见,他也会从团队的整体利益出发采取保留意见,与团队其他成员达成一致意见。这种类型的团队鼓励参与,培养民主集中意识,属于趋同型团队。
6.完全一致型。在这种类型中,一个观点或建议一经提出,便得到团队成员的普遍认同和采纳。这种类型的团队建立在相互高度的信任和支持的基础上,属于高效的团队。
上述六种类型中,前四种尽管会快速作决策,但是或多或少会挫伤团队中持不同意见者的积极性,从而影响他们在团队中的作用,使他们渐渐疏远团队。最后两种是建立在充分沟通基础上的决策类型,尽管这两种类型即耗时又费力,却是团队高效运作的实际体现。
六、企业危机管理者与媒体进行危机沟通技巧的把握
1.判定沟通政策。在着手进行危机沟通前,应该预先拟定一个统一而完善的沟通政策。尤其是对于媒体和公众普遍关心的额问题都应该有一个明确一直的沟通口径。沟通政策一旦制定,应以各种形式传达到危机应急中心成员及与媒体有接触可能的层面,必要的时候还应将有关规定和沟通政策印制成册,分发给相关人员。企业对外沟通手册应明确说明哪些问题如何回答,将危机期间人们所关注的问题尽量例举出来,并给与解释说明指导。特别应该指出的是,企业在对外沟通策划中应明确公司发言人,这样可以确保统一对外沟通口径,准确发布信息,从而避免未经训练的其他人员在面对媒体时信口开河、镜前失言。
2.做好充分准备。企业发言人或公司高层管理者在接受媒体采访前,即使对危机事件的来龙去脉了如指掌,也应该预先做好充分准备。尤其对媒体可能提前出的问题要做好适当回答的准备,应尽量多地搜集有关数据和事实,并且努力做到了了解于心,以确保在媒体面前应对自如。
3.与新闻界保持良好关系。在与媒体接触过程中,应努力设法与新闻记者保持良好关系。一般说来,新闻记者的职责是让公众了解真相,采访是新闻记者的工作。企业管理者或企业发言人在与新闻界沟通时一定要尊重对方,要以坦诚的态度面对记者。有时记者会站出公众角度提出一些令人窘迫的问题,甚至提出一些你并不赞同的观点,作为企业发言人,你应该表现出十二分的坦诚与豁达。
在与记者沟通时,设法了解对方的身份和姓名,在接受采访时,可以友好的称呼对方,从而拉近彼此间的距离。总之,保持与媒体良好关系,有利于树立企业在公众面前的正面形态。
4.正确应答。如前所述,管理者或企业发言人在面对媒体、接受采访时,首先要对情况
十分了解,这是坦然应对媒体的首要前提。此外,为了保持与媒体的有效沟通,还应该努力做到以下几点:
(1)回答问题要简洁明了。避免跑题。
(2)常言道,事实胜于雄辩。在回答问题时,尽量引用客观事实和具体数据,以增强说服力。这样既可以满足新闻报道的需要,又有利于增强所发布信息的可信度。
(3)在回答记者提问时,应有意识地把话题朝着有利于正面介绍企业的方向引导。例如,当受到质询时,先针对问题作正面回答,然后借着回答转向,某个相关的事实并延伸下去,这些事实应有有利于取信于顾客、有助于维护企业形象。
(4)切忌重复记者所说的不适当的话,以避免被人断章取义,恶意中伤。
5.把握时机。如果你没有做好做好充分准备,或者你认为目前接受媒体采访不合时宜,可以提出另约会晤时间又不显得失礼。
6.出口谨慎。口若悬河,信马由缰,都是面对媒体之大忌。在媒体面前,如果说错了话,真正是覆水难收!
7.掌握主动。面对媒体,你应该试努力掌握主动权,避免被问题牵着鼻子走。
8.注意非语言沟通。面对媒体,特别市面对摄像机、面对观众时,应该特别注意自己的非语言信息的传递。
七、沟通距离的种类
1.亲密距离。一般在0~0.5米之间,因为交谈者有意识与对方频繁地进行身体接触。适用对象为父母、夫妻、恋人、或知心朋友等。
2.私人距离。一般在0.5米~1.2米之间,往往是人们在酒会交际过程中与他人接触时的距离。在这种距离下,常常会发生更进一步的人际交往。我们习惯性设定的私人距离会反映出我们的自信心强弱和保护跟人隐私的心态。成功的沟通者在与他人接触时,会对他人设定的私人距离保持足够的敏感性。
3.社交距离。一般1.2~3.5米,用于商业活动和咨询活动。这种距离的控制基于几个重要因素,比如你是站着、坐着,或者你是与一个人交谈还是与一群人交谈。
4.公众距离。一般在3.5米以上。从社交距离到公众距离的变换对我们有很重要的暗示作用,在公众距离的较近阶段(3.5~7.5米),对非语言因素的理解会千差万别。公共距离中的较远阶段(7.5米以上)对人际交往是破坏性的。在7.5米以外,声音中的潜在含义就会传递失真。
当然这种沟通距离的划分也不是绝对的。它受到文化的制约。不同的文化背景对这种距离的敏感性是不一样的。
八、演讲开场白的类型
1.引证型。以某个名人或专家所讲的话作为演讲的开场白,为引出后面的话题做铺垫。2反问型。即以一个或多个反问句作为演讲的开场白,来引起听众的好奇心。3.宣言型。即以宣言性的表述作为演讲的开场白,来营造气氛,鼓动听众
4.时事型。即以描述真实世界情形,或讲述当今行业、企业中发生的时间作为演讲的开场白,为吸引听众的注意力。
5.数据型。即以一连串的详实数据作为演讲的开场白,使演讲具有充分的说服力。6.故事型。即以与演讲主题相关的故事或名人轶事作为演讲开场白,来激起听众的兴趣。
九、管理者所采用的管理模式
1.命令式。若你一定要去完成一项极其负责的工作,而下属经验又不足,缺乏主动,但又必须按时完成,时间紧迫,最适合的方式就是命令型的管理模式。你需要向下属解释有哪些工作需要去做,告诉下属怎么去做,及时发现下属的困境,关心工作进展。但是,切忌陷入过度沟通的陷阱,即过多的解释可能会浪费时间,打乱工作程序。沟通特点属于自上而下的模式。
这种管理方式的高明之处在于,作为上司你要毫不犹豫地将有关决策迅速而准确的传达下去,奖勤罚懒,绝不手软。管理者目标明确,并且能够控制整个进程,对最终的结果承担所有的责任。
2.指导式。若下属比较主动且具有较为丰富的工作经验与热情,你可以选择指导型模式。你可以花时间与下属进行沟通,以友好的方式向他们详细说明工作性质,并帮助员工理解工作并达成目标。指导式管理最大的功效是帮助下属热爱他的工作,为提高其能力给予持续的指导,为避免其热情下降而强化支持。同时,上司有义务帮助员工实现个人愿景,对于员工要给予鼓励和赞赏,以及明确的反馈。沟通特点是自上而下为主,也会采取其他的沟通方式。
这种管理方式的特点是,上司大权在握,但是非常重视收集、分析并整合下属的建议或意见吧,在此基础上才作出决策。管理者必须充分利用下属聪明才智,同时又能控制过程与结局。
3.支持式。若下属对所要求的技术熟知,而你与下属的关系又较为密切,此时,最适合的管理方式是支持型的管理模式。作为上司,你需要经常赞赏下属良好的工作表现与绩效,与下属一起讨论问题,倾听下属的“心声”,共同“头脑风暴”,寻找改善方案。尤其高支持行为对于重新获得彼此的新人与信心、保持热情将有很大的益处。这种沟通方式是一种自上而下的模式。
与上述两种管理模式的不同之处是,权利与责任的转移,下属与上司分担责任,下属视上司为教练。上司基本上以培养下属解决问题的能力为己任,积极倾听,适时提供援助,共同分享成功的喜悦。
4.授权式。一旦你与下属的关系非常密切,而且他们能够独立且有效地工作,你就可以放心大胆地让员工自己去做,也就是说,你可以选择授权型的管理模式。对于具有一定成熟度的员工,你应该让他们承担重要职责,与其他同事共享成功,培训其他员工,共同讨论公司愿景,让其参与上层决策。
这种管理模式的特点是尊重并欣赏下属的能力与观点,上司应该寻找合适的下属,向他们授权。不仅给予他们权利,更应给予他们充分的能力,即所谓的既要授权又要灌能。如果你只给下属权利而不给给予能力方面的培养与选拔,其实这是一种资源浪费。如果你能真正做到既授权又灌能的话,那么你不仅能提高了管理效率,提升下属的能力,更为组织创造了人力财富。
十、组织中常见的团队工作方式
组织中最常见的团队工作方式有两大类:项目团队和工作团队。
1.项目团队。顾名思义,项目团队是为了完成一些特定的项目、产品或服务而产生的。通常,项目团队可分为三种:开发型、解决问题型和功能型。
(1)开发型。这种类型的项目团队是由一汽从事设计、开发某种新产品或服务的人们所组成的团队,如产品开发小组等。
(2)解决问题型。这种类型的项目团队旨在处理一个特殊的事件或解决一个问题,如特别小组、TQM工作组等。
(3)功能型。这种类型的项目团队是进行跨职能运行的,团队成员需要对两个上级负责,即成员所属只能部门的上级领导,以及该项目团队的管理者,如跨职能工作组。
项目团队中管理者的目的是管理各职能部门交界的空白处,也就是要做好协调管理工作以确保项目顺利进行,使顾客满意。
2.工作团队。工作团队是为顾客(包括内部和外部)提供产品或服务的整个工作过程或部分工作过程负责的一群人所组成的团队。工作团队所涉及的一个最重要的问题就是授权,为了使工作团队鞥机动、更有效地工作,管理层必须向工作团队授权。因为,如果要求一群人在一起工作解决问题,这些人却无权决定实施自己谋划的方案,这样的工作团队是毫无意义的。
按照实际授权的程度,工作团队又可分为三种:最低授权型、中等授权型和最高授
权型。
(1)最低授权型。在这种类型中,团队成员主要从事诸如开会等的日常工作和安排工作日程等。
(2)中等授权型。随着授权的增加,在这种类型中,团队成员开始担当起改进工作过程、挑选新成员、竞选团队领导以及经费决策等方面的责任。
(3)高度授权型。这种类型的工作团队属于自主式领导或自主管理团队,如自治工作组。除了负责所有上述这些工作外,团队成员还担当起绩效评估、奖惩执行及薪酬管理等方面的责任。
十一、倾听的三种类型
倾听可分为三种类型:全神贯注的、专心的和随意的。
1.全神贯注的倾听。通常也被称作批评的倾听,它所强调的是集中思想、综合分析以及评价。全神贯注的倾听不仅仅要仔细地倾听,而且还要正确理解并将复杂纷乱的内容变成有意义的信息。类似提问和重述的反馈可使倾听者明确所获得的信息。这一类倾听者注重所听信息的主要内容以及重要细节。需要运用这一倾听的信息有:合同、进度报告、财务信息等。
2.专心的倾听。与第一类倾听相似,因为它也注重信息的主要内容及细节,但所涉及的信息内容没有那么复杂或抽象。相反,信息往往富于娱乐性或趣味性,如业余爱好的东西。
3.随意的倾听。或者叫做社交性倾听,随意的倾听很普遍,因为它是倾听中最不费劲的一类,不需要任何评价技巧。这一类信息包括:与体育有关的信息、贺词等。随意倾听的人们往往是为了愉悦心情或消磨时间。
十二、商务信函的种类
1.肯定性信函。肯定性信函的主要目的在于向读者提供好消息,便于读者正确理解,消
除负面影响,即你同意做某事、答应某个要求。肯定性信函的基本结构为:
(1)告知好消息,综述要点。(2)列出细节和背景资料。(3)积极地说出可能的消极因素。(4)阐明读者收益处
(5)结尾充满友善、积极、关怀和期待
2.说明性信函。说明性信函既不肯定,也不否定,因此有时也被称作中性信函。许多商务信函均可归入此类,包括组织的内部文件、评估信、个人证明、推荐信、资质证明
等。说明性信函的主要目的是向读者说明情况,便于读者了解有关信息。其基本结构为:
(4)陈述主要观点。(5)提供背景资料。(6)列举有关细节。
(7)结尾表明友善及乐意提供帮助。3.负面性信函。
(1)负面性信函概述。负面性信函是指在这类信函中,你不得不拒绝某人或某事,或者提出批评而非表扬。负面性信函的主要目的在于告知读者坏消息,让读者阅读、理解并接受该消息,同时保持组织或撰写者已有的良好的形象和信誉。这类信函包括否定信、拒绝信、纪律警告或处分信、不良业绩评估信、解雇信、开除信等。其基本结构为: 1)缓冲语开头。2)令人信服的理由 3)明确而婉转的陈述
4)有益的、友好的、积极的结尾。
(2)缓冲语。缓冲语是为了帮助拖延坏消息报告时间的中性或较为积极的表述。
有效的缓冲语必须能够达到有助于读者树立良好的心态的目的。换句话说,缓冲语既不涉及任何负面信息,也不暗示会有肯定的答复,只有提供一人转入主题的自然过渡。
负面性信函的缓冲语可以包括以下几种:
1)表示谢意,即对顾客购买产品或关注你的公司表示感谢。
2)表示赞扬,即对顾客以某种正常渠道或理智的态度反映公司存在的问题表示赞赏。
3)表示同意,即有可能的话,对顾客提出有关意见加以肯定。4)表示理解,即对顾客对产品、服务及公司的抱怨表示理解。
(3)负面性信函的写作技巧。负面性信函撰写起来比较困难,因为对人说“不”,总会有影响双方良好关系的风险,因此在撰写这类信函时,必须掌握一定的技巧以弱化这一影响,保持已有的良好关系。
4.劝说性信函。在这类信函中,你需要推销某个观点、某种产品、某项服务或你自己,努力改变读者的态度,使其从不感兴趣或漠不关心到产生兴趣,最终做你所希望他
们做的事情,同意你的要求,采纳你的建议,购买你的产品,接受你的服务或录用你等。劝说性信函包括催款信、建议书、推荐信、推销信等,其主要目的在于让读者采取一定的行动,提供读者采取行动所需的足够的信息,消除所有阻碍行动的反对意见。其基本结构为:(1)吸引注意力(2)激发兴趣(3)阐明益处(4)明确行动步骤(5)友善结尾
十三、演讲的七种类型
1.劝说型。这类演讲是以说服听众为目的的,即说服某些态度冷漠或持有相反意见的听众转变观念或观点,甚至赞同并支持演讲者的观点或采取演讲者期望的行动。2.告知型。这类演讲是以向听众传递信息为目的的。
3.交流型。这类演讲是以交流信息为目的的。组织的有效运作需要部门与部门间的共同协调合作,而相互间的信息交流或共享是不可或缺的。
4.比较型。如同告知型的演讲一样,这类演讲也是以向听众传递信息为目的的,只是比较型演讲通过针对两个或两个以上产品、概念、政策或活动进行讨论、解释及比较,向听众提供所有相关事实或利弊情况,以有助于正确政策。在这种演讲中,仔细例举事实和客观数据分析是极为重要的。
5.分析型。这类演讲的出发点与比较型极为相似,也是以传递信息为目的的,只不过分析型演讲通过分析相关形势、文件、政策等为明智的决策提供参考。
6.激励型。这类演讲以激励听众为目的,即通过演讲进一步强化听众对某一事业的认同感,并且更加积极地去努力实施相关措施。
7.娱乐型。这类演讲主要以娱乐为目的,即通过演讲将教益愚于娱乐之中。演讲者往往以幽默诙谐的话语,营造一种轻松愉快的氛围,使听众获得欢乐和教益。
十四、管理者的10种沟通角色
1.挂名领袖。作为挂名领袖,管理者必须出席许多法律性和社交性等活动的仪式,可能为公司资助的活动,剪彩、致辞或代表公司签署法律合同文件或文本等。在承担挂名领袖的角色时,管理者称为观众瞩目的焦点,其举手投足、一言一行都代表着企业的形象,因此对管理者的口头沟通能力和非语言沟通能力提出了很高的要求。一般情况下,挂名领袖要通过微笑、颔首致意等形体语言,以及铿锵有力的声音、言简意赅的表达来显示企业的自信和能力。
2.领导者。作为领导者,管理者主要负责激励的动员下属,负责人员配备、培训和交往,事实上统筹所有下属参与的活动。这个角色同样要求管理者擅长面谈等口头和非语言沟通方式。当然,领导者可以通过发布倡议书、书面指令等来影响和改变员工的行为,但仅有书面沟通的形式是不够的,优秀的领导者必然要通过口头和形体语言来激励和鼓舞员工。因为,面对面的口头沟通加上相应的肢体语言能够更快、更有效地传达管理者的意图,而且管理者有条件做到这一点,因为管理者与员工在同一办公场所工作。
3.联络员。部门的设立将企业一个整体分割成若干个小组,管理者必然要承担起联络员的角色,及时向相关部门提供各种信息,使之相互协调。同时,管理者也要维护企业发展起来的外部联络与关系网络,担当企业的公共关系负责人的重任。通常,管理者通过召开跨部门的会议来分配和协调各部门的工作,通过与外部关系人单独会面等方式来协调企业与外部环境的沟通活动。这就要求管理者必须具备优良的会议、面谈等口头和非语言沟通能力。
4.监听者。作为监听者,管理者寻求和获取各种特定的,即时的信息,以便比较透切地了解外部环境和组织内部的经营管理现状,如经常阅读各种报纸杂志、政府报告、财务报表等,并与有关人员如政府官员、大客户、员工等保持私人接触。换言之,管理者充当了组织的内部、外部信息的神经中枢。这就要求管理者具备基本书面沟通和口头沟通的技巧,主要是理解和倾听的能力。
5.传播者。将与员工工作相关或有助于员工更好工作的必要、重要信息传递给有关人员,就是管理者作为传播者的职责。有些是有关事实的信息,有些则涉及对组织有影响的各种人的不同观点的解释和整合。管理者几乎可以采用所有的信息沟通形式传播信息,如面谈、电话交谈、作报告、书面报告、备忘录、书面通知等形式的信息传播给有关人员。正因为这一点,管理者必须懂得如何运用多种途径,或针对信息内容选择恰当的沟通形式。
6.发言人。作为发言人,管理者通过董事会、新闻发布会等形式向外界发布有关组织的计划、政策、行动、结果等信息。这要求管理者掌握和运用正是沟通的形式,包括报告等书面沟通和演讲等口头沟通形式。
7.企业家。作为企业家,管理者必须积极探寻组织和竞争环境中的机会,制定战略与持续改善的方案,督导决策的执行过程,不断开发新的项目,换句话说,管理者要充当企业变革的发起者和设计者。这在一定程度上要求管理者具有良好的人际沟通
能力,善于通过与他人沟通来获取信息,帮助决策,同时能与他人就新思想、新发展等观点进行交流。
8.危机驾驭者。当组织面临或陷入重大或意外危机时,负责开展危机公关,采取补救措施,并相应建立“预警系统”,防患于未然,消除混乱出现的可能性。这包括召开处理故障和危机的战略会议,以及定期的检查会议。因此,管理者要具备娴熟的会议沟通技巧。
9.资源配置者。负责分配组织的各种资源,如时间、财力、人力、信息和物质资源等。其实就是负责所有的组织决策,包括预算编制、安排员工的工作。在执行资源分配时,管理者在很大程度上需要使用书面沟通形式,如指示、指令、授权书、委任状等。
10.谈判者。在主要的谈判中作为组织的代表,这包括代表资方与劳方进行合同谈判,或为采购设备、购买专利、引进生产线等与供应商洽谈。这要求管理者掌握谈判的沟通技巧。
十五、赞美别人的10种方法
1.赞美的具体化,是所有飞刀的基础,要同其他飞刀结合使用,才显得功力的强大。空泛化的赞美,虚幻而生硬,使人怀疑动机,而具体化的赞美,则显示真诚,一千遍的你真漂亮,不如说她象张曼玉,你说她眼睛漂亮,也比说她人漂亮要有效的多.2.从否定到肯定的评价
这种用法一般是这样的:
我很少佩服别人,你是个例外„„ 我一生只佩服两个人,一个是***一个是你„„
3.见到、听到别人得意的事,一定要停下所有的事情,去赞美
4.主动同别人打招呼
打招呼背后的含义是我眼中有你,越是高素质的人越是喜欢同人打招呼,这一点在生活中是很明显的,孤芳自赏的人才不屑于同别人打招呼。
特别是你对门卫,清洁工,普通员工打招呼时,他们热情的表现会让你在生活中收益非浅,如果一个月内坚持这么做,你的人气就会急升,就会发现每个人都会喜欢你。
5.适度指出别人的变化
这种意义是你在我心目中很重要,我很在乎你的变化;否则的意义是我瞧不上你,我不在乎你,这是很糟糕的,如穿了一件新衣服,就夸吧,合身的就夸漂亮,不合身就夸有特
色(朝气之流的),部门的同事,业务上的客户都是要夸的对象。
6.与自已做对比
通常情况下,一般人是很难贬低自已,如果你一旦压低自己同他做比较,那么就会显得格外真诚,这一招特别适合于领导使用,会给属下一种莫大的鼓舞。
7.逐渐增强的评价
如果你想要得到一个人的心,那么就逐渐增加你的赞美吧,如果你要伤害一个人,那么就逐渐的降低对他的评价,情人变老婆的失落,就是因为我们相互降低了对对方的评价。
在实践中最贴近生活的例子,就是我们买菜时,如果卖菜者,一个劲的从盘子里往下取菜,即使称杆再高,我们也会不高兴,但如果是他加一个,再加一个,即使称杆没有往下取的称高,那么我们也会很高兴。这是心理学的普遍定律。
8.似否定实肯定的赞美
当年文化大革命时,贴周恩来的大字报,其中有一张被邓妈妈当做宝贝收藏起来,这是因为那张大字报上大意是:请总理珍惜身体,他的身体是属于全国人民的。这就是一个明显的似否定实肯定案例。
9.信任刺激
此飞刀的经典之语为“只有你....,能帮我....能做成....” 10.给对方没有期待的评价
一个结论是如果你夸美女美,那么他不会有太多的感触,因为大家都这么说他,所以你就要说他有性格,有素质,有涵养。一个说法,不要夸丑女漂亮,夸丑女是虚伪,夸美女效果不明显,但是要夸长相一般的女孩漂亮,她会喜欢。
十六、眼睛的沟通功能
1.专注作用。眼神能够反映出一个人的注意力及兴趣程度。一般来说,瞳孔的大小能精确地反映出一个人的兴趣水平和对他人的态度。例如,当兴趣强烈时瞳会放大,而当兴趣减少时,瞳孔就会缩小。
2.说服作用。眼睛在说服性沟通中能起重要的作用。在沟通中,劝说者要使人感到真诚可信,必须与被劝说者保持目光的接触。为了避免可信性的显著下降,劝说着不能用欺骗的眼神经常向下看或眼光离开被劝说者。过度的眨眼或显示眼皮的颤动都会让对方生疑。
3.亲和作用。目光在建立、保持以及终止人际关系方面扮演着很重要的角色,仅仅盯着某个人看只是一种感兴趣的标志,而注视则表明你对对方很感兴趣,并允许对方获得关于你的信息。这里需强调的是,目光在人际关系的发展方面,比其他任何一种非语言交流更重要。
4.调节作用。有足够的理由说明,眼睛配合手势可以更好地进行暗示。在谈话过程中,当双方关系紧张时,可以通过缓缓的眨眼或友善的眼神调节气氛。
5.强力作用。人的目光举止不仅可以折射其地位高低,也能有效地反映出其领导潜力。6.影响作用。通常,眼睛和脸部表情可以作为交流中有效的中介体,当你看到某个人的表情是冷淡或者热情或者可爱时,你可能会意识到,眼睛所表达出的语言就是情感语言。
十七、沟通的四种主要方式
1.告知。告知是指听众参与程度低、内容控制程度高的方式,如传达有关法律、政策方面的信息,作报告,讲座等。
2.推销。推销是指有一定的听众参与程度,对内容的控制上带有一定的开放性的方式,如推销产品,服务、自己、建议和观点等,3.征询。征询是指听众参与程度高,对内容的控制上带有更多的开放性的方式,如团队的头脑风暴、董事会议等。
4.参与。参与是四种沟通方式中听众参与程度最高、控制程度最低的一种方式,如团队的头脑风暴、董事会议等。
十八、可以说,对会议影响最大的人,就是会议的主持人,会议主持人的作用主要包括三个方面:引导、激励、控制。
十九、名词解释
1.非语言沟通
非言语指的是除语言沟通之外的各种人际沟通方式,它包括形体语言,副语言,空间利用、时间安排以及沟通的物理环境等。
2.跨文化沟通
跨文化沟通是指跨文化组织中拥有不同文化背景的人们之间的信息、知识和情感的相互传递、交流和理解过程。
3.团队沟通
团队沟通是指两名或两名以上的能够共同承担领导职能的成员为了完成预先设定的共同目标,在特定的环境中所进行的相互交流、相互促进过程。
4.危机沟通
危机沟通是指个体或组织为了防止危机的发生、减轻危机造成的破坏或尽快从危机中得到恢复而进行的沟通过程。危机沟通是处理潜在的危机或已发生的危机的有效途径。
5.管理沟通
是指为实现组织目标而进行的组织内部和组织外部的知识、信息传递和交流活动。管理沟通是围绕企业经营目标而进行的信息、知识传递和理解的过程,是实际管理目的媒介,也
是企业有效运作的润滑剂。组织沟通
组织沟通就是在组织结构环境下的知识、信息以及情感的交流过程,它涉及战略控制及如何在创造力和约束力中达到一种平衡。
7.群体沟通
群体沟通指的是组织中两个或两个以上相互作用、相互依赖的个体,为了达到基于其各自目的群体特定目标而组成集合体,并在集合体中进行交流的过程。
8.沟通
沟通是人们通过语言和非语言方式传递并理解信息、知识的过程,是人们了解他人思想、情感、见解和价值观的一种双向的途径。
9.正式沟通
由组织内部明确的规章所规定的沟通方式,主要包括正式组织系统发布的命令、指示、文件、组织召开的正式会议,颁布的法令、规章、手册、简报、通知、公告、正式工作接触等。
10.人际冲突
人际冲突是一种对立状态,表现为两个或两个以上相互关联的主体之间的紧张、不和谐、敌视、甚至争斗的状态。
11.商务沟通
商务沟通就是指商务组织为了顺利地经营并取得经营的成功,为求得长期的生存发展,营造良好的经营环境,通过组织大量的商务活动,凭借一定的渠道,如媒体,将有关商务经营的各种信息发送给商务组织内外既定对象(接收者),并寻求反馈以求得商务组织内外的相互理解、支持和合作的过程。
二十、不同团队发展阶段的团队沟通
团队的形成和发展大致可分为四个阶段:初创阶段、初见成效阶段、持续发展阶段和成熟阶段。
1.初创阶段。这一时期的团队沟通表现为谨慎相处型。由于团队刚行程,缺乏稳定性,这样的团队尚未确立统一的愿景,缺乏运作规范,领导职责不明确。从本质上讲,新形成的团队缺少组织文化,所以成员缺乏对团队的认同。这个阶段的团队成员或者表现出谨小慎微,即通过评价其他成员的态度和能力来决定自己该怎样做,他们对团队的归属是暂时性的;或者表现出很强的个人主义意识或对其他组织而非本团队的忠诚。这个阶段团队工作的效率很低,因为成员之间需要时间相互适应。
2.初见成效阶段。这一时期的团队沟通表现为相互竞争型。一旦确立了统一的愿景,团队便开始完成组织授予的任务。这一阶段,尽管团队成员提出了有关团队使命、目标、运作规范及领导者等问题,但团队本身依然只是名义上的,因为尚未形成团队文化,其成员还是没有明确的团队意识,但是这一阶段相对于上一阶段多了一些活力和协调。这个阶段处于初创阶段与持续发展阶段之间,团队成员表现出或者为了其在组织中的地位或影响力而相互竞争,或者对组织中的事情更加漠不关心。成员之间可能会相互竞争,在目标和主导性问题上发生争执,并且想方设法争取领导权。与此同时,团队成员对彼此的知识和技术能力有所认识。
3.持续发展阶段。这一时期的团队沟通表现为和谐融洽型。当团队度过竞争阶段时候,建立起了大家认可的正式或非正式的团队运作规则和工作程序,团队成员之间的合作显得比竞争更重要,他们能够像一个整体一样发挥作用。尽管成员在有关新方法或职位等问题上仍会存在分歧,但是这一阶段的团队成员对不一致持开放态度,认为团队中的每个成员都可以发表不同的观点,提出不同的意见。
4.成熟阶段。这一阶段的团队沟通表现为协作进取型。进入成熟期的团队能够紧密协调的合作,因为团队成员已将团队文化完全消化吸收,进而融为自我意识的一部分。他们了解团队对每个成员的期望,因此会将时间和精力花在实质性问题而非一些程序问题上。和谐的团队通常为自己制定很高的标准,因为他们了解自己的能力,并且相信每个人都能够履行自己的职责。团队成员以自己是团队的一员而自豪,也以自己能为团队的成功做出贡献而感到骄傲。
二十一、人际冲突处理
1.多伊奇的五类型冲突理论认为冲突分为五种类型:平行冲突、错位冲突、错误归因冲突、潜在冲突、虚假冲突。
2.常见的五种人际冲突处理方式有对抗型、合作型、折衷型、迎合型、回避型。
(1)对抗型:对抗型的人只追求满足一己之私,而不管他人,为了争取胜利而不惜攻击、侵犯与伤害他人。这种作法常导致关系的破裂、敌意升高,而且当人们用此心态报复,会连原来为什么会有冲突的原因都模糊掉了,无法就事论事,而变成‘我就是要赢’的输赢之争。(2)迎合型:迎合型的人通常不果決,合作性較高,他們最常使用的策略是順从,遵从他人的要求,一味屈从对方、完全听任对方、满足对方需求,将对方需求看得比自己还重要。以免招致他人的责备或反对。
(3)合作型:合作型的人不但关心自己目标的达成,同時,也关心与他人維持良好的人际关系。合作型的人彼此都愿意用开放、平等、客观的态度来沟通,澄清彼此差异,共同思考
如何来解决问题,这样往往不仅能找到彼此都满意的问题解决方法,还能使双方关系更进一步发展。
(4)折中型:折衷型的人达成自己目标的企图,并不像对抗型那样強烈,同时也不会像迎合型一样完全放弃自己的目标,以滿足或順应他人的要求。折衷型的人往往希望双方都牺牲某些权益而换来双方都不是最满意但能达到共识的结果,这是一种小输小赢的策略。(5)回避型:回避型的人与合作型的人,恰好相反,既不关心自己的目标能否达成,也不关心与他人的关系是否良好,作法倾向被动、不果决,也不会主动与他人合作。发生冲突时,他们最常见的反应方式是冷淡、保持缄默、不发表任何意见,因此,他们不但不能达成自己的目标,也无法与他人维持和谐的人际关系。逃避有时还是很有用的,尤其当双方情绪冲动时,这么做有降温的效果,可以让双方冷静下来,恢复理性思考;或者是当你觉得你们的关系不重要,冲突解决与否不重要,此时,就可采用此法。
二十二、有效沟通的策略
1.使用恰当的沟通节奏。
面对不同的沟通对象,或面临不同的情境,应该采取不同的沟通节奏,这样方能事半功倍,否则,可能造成严重的后果。
2.考虑接收者的观点和立场。
有效的沟通者必须具有“同理心”,能够感同身受、换位思考,站在接收者的立场、以接收者的观点和视野来考虑问题。
3.充分利用反馈机制。
在沟通时要避免出现“只传递而没有反馈”的状况。4.以行动强化语言。
中国人历来倡导“言行一致”。用语言说明意图仅是沟通的开始。只有将语言转化为行动,才能真正提高沟通的效果,达到沟通的目的。
5.避免一味说教。
有效沟通是彼此之间的人际交往与心灵交流。仅仅试图说教的方式与人交往就违背了这个原则。
二十三、自我沟通
自我沟通即信息发送者和信息接受者为同一个行为主体,自行发出信息,自行传递,自我接收和理解,也称内向沟通。自我沟通的五种主要方式包括:自我安慰、自我激励、自我拷问、自我批评、自我表扬。自我沟通的主要作用:认识自我、自疗心伤、调整心态、反省提高、影响对外沟通。
二十四、发短信的要点。以通知客户更改客户答谢会时间、询问面试结果为例。二
十六、会议议程。以购买汽车会议、是否开除员工会议为例。
第四篇:商务英语的学习重点
不同的目的商务英语学习的重点也不同
导读:如果你想吃饭,你就不应该去兰州拉面馆去吃。目的不同,要走的路也是不一样的。所以我们在进行商务英语学习,要仔细分析自己的实际能力还有想要达到的目的,来选择方向。
就算是在完全相同的条件下,两个不同的人,最后会走上的路也会是有很大的区别的。因为我们每个人都有自己的特性,所有学习同样的东西效果都是不一样的。在进行商务英语学习的时候,我们也需要根据自己的目的,找到学习的方向和重点。
所以下面我们就针对商务英语学习的不同目的来介绍一下。如果说大家的需求重点是面试英语、以及英语应用能力的话,在这个时候,再说准备考什么BEC初级中级高级,可能已经来不及了。毕竟就算现在报名,也要到今年下半年才能参加考试。这种情况,建议大家先抛开“证书”,直接针对性地学习。如果你希望进入外企,但是却因为英语问题在面试中屡次受挫;如果你是即将毕业的应届生,正因面试经验不丰富而苦恼,这样的话,最合适的莫过于针对性教授面试经验的课程了。
看过上面的针对不同的商务英语学习目的所提的建议之后,你是不是也有些收获呢?我们不论要做什么事情,都要学会“量力而行”,如果不考虑自己的实际情况,就瞎努力,最后也只会是你付出多少,最后的结果就有多惨而已。更多学习内容请见美联英语学习网。
第五篇:04019##商务英语写作重点
名词解释
写作目的(writing purpose)受众/读者(audience)构思过程(thought process)
演绎式组织模式(deductive organizational patterns)归纳式组织模式(inductive organizational patterns)直接组织模式(direct organizational patterns)间接组织模式(indirect organizational patterns)
写作修改的3个步骤(three distinct stages of revision: adding on;moving around;cutting out)管理沟通(managerial communication)组织沟通(organizational communication)
人际关系与团队建设(human relationships and team building)销售沟通(sales communication)商务文件(business documentation)
国际交流(跨文化交际)(international communication/ intercultural communication)表达式写作(expressive writing)沟通式写作(communicative writing)简洁风格(clarity)简易风格(the plain style)简明风格(concision)附件说明信函(cover letters of résumé)
3类求职信函(three general types of cover letters for job applications: the application letter;the prospecting letter;networking letter)后续询问信函(follow-up letter)致谢信函(thank-you letter)谢绝工作回复(job rejection letter)接受工作回复(job acceptance letter)辞职信函(resignation letter)告别信函(farewell letter)常见履历表格式(common résumé formats):按年月顺序(chronological résumé format)按任职顺序(functional résumé format)复合式(combination résumé format)简短文件(short document)
信息咨询函(message to obtain information)谈判便函(messages that negotiate)说服沟通便函(persuasive messages)商务便函的特征(8C):清晰性(clarity)正确性(correctness)具体性(concreteness)完整性(completeness)周到性(consideration)礼貌性(courtesy)简洁性(conciseness)一致性(coherence)商务备忘录版式(format of a business memo)商务备忘录功能(function of a business memo)信函结构(structure of a letter)信件和信封格式(styles of letter and envelop)会议纪要(minutes)逐字记录(verbatim minutes)决议记录(minutes of resolution)陈述记录(minutes of narration)记录内容版式(minutes’ content format)会议议程(meeting agenda)会议筹划(meeting preparations)
会议程序(3个环节)(meeting process: planning & preparing, conducting, and following-up)会议后续工作(follow-up activities)后续文案职责(accountability of follow-ups)书面发言写作策略(writing strategies for business presentation)书面发言的材料组织(wring organization for business presentation)书面发言用语(language used in a presentation)书面发言避讳用语(language avoided in a presentation)人际沟通的功能(functions of interpersonal communication)人际沟通的目的(purpose of interpersonal communication)
人际沟通的4个阶段(four general stages in interpersonal communication)团队的特征(group characteristics)团队的角色(group roles)团队影响力(group influence)沟通结构(communication structures)企业前景(vision)企业使命(mission)企业价值观(corporate values)企业目标(goal)战略计划(strategies)政策与流程(policies and procedures)
业务流程的构成要素(15个)(content of procedures)业务流程的版式及内容(format of a procedure)商务文件的层次结构(3个)(tiers of documentation)ISO 9000质量体系(ISO 9000 Quality System)议程报告(agenda)行程安排(itinerary)
费用支出报告(expense reports)项目进程报告(progress report)人事评估报告(personnel evaluation)第一手资料来源(primary sources)第二手资料来源(secondary sources)商务蓝皮书(blueprint)商务计划书(business plan)战略性计划书(strategic plan)战术性计划书(tactical plan)操作性计划书(operational plan)操作性管理(operational control)战术性管理(tactical control)战略性管理(strategic control)商务背景(business background)市场计划(marketing plan)财务预测(financial projections)行动计划(action plans)商务提案(business proposal)内部提案(internal proposal)外部提案(external proposal)招标提案(solicited proposal)非招标提案(unsolicited proposal)提案写作的简单模式(simple form for proposal writing)提案写作的复杂模式(detailed form for proposal writing)
外部提案的结构要素(6个)(elements of the external proposal: introduction;problem identified and defined;objective & goal set;solutions proposed;implementation & measuring;costs and timeframe estimated)内部提案模式的内容版式(content format of internal proposal)征集提案(Request for Proposal, RFP)
征集启示的基本要素(basic components of a RFP)提案评估(proposal evaluation)引证信息(documenting information)解析数据(interpreting data)常规商务报告(routine reports)任务报告(task reports)条目清单功能(itemized lists)图表辅助功能(graphic aids)标题的功能(headings)协议的本质(essence of a deal)合同的修订(contractual modifications)违约与补偿(breach of contract and remedy)律师费用条款(attorneys fees clause)合同免责(escape from contract)第三方签字(third party signature)合同追加条款(contract rider)合同授权(authorization)商务谈判(contract negotiation)合同起草(contract drafting)合同实施(execution)合同终止(closeout)合同(contract)合同有效性(validity of contracts)要约(offer)接受(acceptance)法定权力(capacity)Sales contracts 买卖合同
Contracts for supply of power ,water,gas or heat 供应电、水、气、热力合同 Contracts for loan of money 借款合同 Leasing contracts 租赁合同 Financial leasing contracts 承揽合同
Contracts for construction projects建设工程合同 Carriage contracts运输合同 Technology contracts 技术合同 Safekeeping contracts 保管合同 Warehousing contracts 仓库合同 Agency appointment contracts 委托合同 Trading-trust contracts行纪合同 Brokerage contracts居间合同
大题 1,8C
1.Clarity:keep it short;keep it simple;avoid ambiguity;write in the active voice;avoid or explain technical words;avoid using jargon;get to the point;Write in plain English 2.Correctness:link your ideas;be careful about placement of subordinate clauses;be sure that a pronoun,a participial phrase, or an appositive refers clearly to the proper subject;Make the subject and verb agree with Each Other, Not with a Word That Comes between Them;To join two independent clauses, Use a comma followed by a conjunction, a semicolon alone, or a semicolon followed by a sentence modifier.;Make a right choice of word;Watch out repetitive wording;Put parallel ideas in parallel constructions;3.Concreteness:use concrete words instead of abstract ones;omit qualifiers and vague expressions;use action verbs and concrete nouns;void overusing noun forms of verbs;don't change verbs into nouns;avoid unnecessary double negative;avoid noun strings;take a stand;keep acronyms under control;4.Completeness:make it complete by constructing a longer paragraph; use the who-does-what order and avoid padding;provide a clear message;avoid incomplete question;avoid fragment in writing;take an overall view;5.Consideration:write from the “you” perspective;emphasize the positive;handle the customer's complaint specifically;interact with the addressee in a conversational tone;avoid using inflated language;avoid using quasi-legalisms;use personal reference;use conrractions;6.Courtesy:show respect;show appreciation;avoid the problem of gender;write professionally ;7.Conciseness:eliminate“the filler”;omit repetitive wording;replace circumlocutions with direct expressions;use short words;avoid using old fashioned expessions;8.Coherence 2,Message that Negotiate:1.counter-proposals:counterproposals have two objectives: first, you want to show the reader that his or her original proposal is not fully acceptable, and ,second , you want to persuade the reader to accept your counterproposals.2.nonnegotiable changes3.complex messages 3.Types of meetings: 1.Sharing information and monitoring 2.decision making and problem solving3.creative/idea-generating4.legislative/administrative5.advisory 6.social and ceremonial 4.Minutes’content format: 1.main heading 2.time and venue 3.attendance 4.chairperson 5.agenda 6.subtitles 7.record keeper/minutes taker 5.Functions of interpersonal communication:1)Gaining and giving information 2)Building a context of understanding 3)Establishing identity 4)Interpersonal needs 6.The dyadic life cycle:the initial stage;the formative stage;the mature stage;the severance stage 7.Presentation types:purpose, audience and methods 8.Writing strategies for business presentation: 1.Choosing a right topic with a clear purpose 2.Adapting your messages to the listeners 3.Using explicit transitions 4.Using concrete words and visuals 5.Presenting novel ideas 6.Making analogies 7.Quotations 8.Story-telling 9.Plotting conflict 10.Cutting in humor 11.Keep the material in good taste 12.Allowing for redundancy 9.书面发言注意事项:1.begin with a topic sentence2.limit the number of major points you want to make to 3-4.3.recap your ideas or main point Presentation preparing:1.write a script, practice it, and keeo it around for quick-reference during your talk;2.set up an outline of your talk , practice with it , and bring it for reference;3.set up cue cards, practice with them ,and use them during your presentation 4.write a full script and read from it.10.商务沟通基础:Business communication drawstring draws on information derived form a wide variety of other disciplines, including(but not limited to)linguistics, semantics , rhetoric , psychology, sociology, graphic design ,management, marketing ,economics ,and information technology.11.Purpose of the writer:1,Expressive writing: it is personal and informal, employed to encourage
comprehension and reflection on the part of writer.2,Communicative writing: it presupposes that the writer already considerable knowledge and understanding of the topic, and is writing to inform or to persuade a reader.12.附件说明信函的5大基本目标:Five primary goals of good resumes;Good resumes and resume cover letters must be able to;Cut the clutter;Catch the eye;Sell your skills, Strengths and success ;Direct the reader your way;Get you to the next step;
14.content format of a resume cover:content format of a resume cover: the resume cover should follow the basic content format of a typical business letter and should include three general issues:first paragraph——why you are writing;middle paragraph——what you have to offer ;concluding paragraph——how you will follow;
15.Top 10 resume tips:A page or two to land you a job or an least an interview; Fundamentals do exist;Customization is critical ;Reveal enough to excite;A resume is 99% of the time read by a stranger;Once your basic content is ready;Reevaluate choice of words, sentence structure and language;Spell check,;When you are presenting hard copies of your resume, make sure you use quality stationery ;Keep copies of he carious customized versions of your resume.;
16.Essential contents of resumes:Good resume having been to combine fact with fantasy.By fact, it means that details provided in resume have been as accurate as possible.By fantasy, it means that the resume is really a representation of you, where you cannot be present.And it must incorporate 7 points: full mane, objective, contact information, qualification, work experience, achievements and date.17.便函总体结构的4要素:Planning;Organization;Writing and revising;Feedback and continual improvement;
speed writing and shorthand writing training:To take school/lecture notes as your writing competence;To use shorthand to enhance your writing speed.;To develop your own shorthand for spoken information recording.;Use the computer program to facilitate your note-taking job ;
18.沟通过程中的倾听与讲述 :Listing;Face the speaker and maintain eye contact;Focus on content, not delivery;Stay active;Be flexible ;Avoid emotional involvement;Empathy and rapport;Advise properly;Be ready for international communication;
19.communication climate:1.In an open communication climate,people perceive communication more accurately and are more willing to communicate honestly.Advantage :observational.Problem-solving.You-oriented.Equal.Flexible.Clear objectives.Supportive 2.Closed communication climates, on the other hand, discourage communication.They give people the feeling that they are being judged and criticized
Disadvantage: judgmental.Manipulative 3.Long-term organizational success requires that all employees believe that they can express their observations and criticisms to others in the organization,regardless of rank.20.interpersonal conflict:Defensive attitudes;Supportive attitudes ;Problems in conflict management;Conflict management by management;speak your mind and heart;listen well;express strong feelings appropriately;remain rational for as long as you can;review what has been said;learn to give and take;Avoid all harmful statements;
21.improving small group communication:1.Advantage and disadvantages of groups
Group decisions result in greater acceptance of the solution than would be obtained without group participation.2.Importance of ideas No group leader can afford to be an “idea killer”.3.Purpose, planning and organization specifically, the leader is responsible for the following Notify every one of the time, place, and purpose of each meeting;Stick to the problem;Encourage contributions;Reinforce points of agreement;Adjourn on time;Ensure adequate follow-up by;a)Providing for a written recordb)Encourage appropriate further action 4.The meeting
Which are designed to ensure the following:Equal rights for all;Rule of the majority;Rights of the minority;Discussion of one item at a time; 22.strategic planning process:getting ready;articulating mission and vision; assessing the situation;developing strategies,objectives and goals;completing the written plan;
23.战略计划的基本要求writing a strategic plan.A good strategic plan should:serve as framework for decision-marking for managers at all levels;Form a basis for more detailed operational plans and procedures;Explain the business to others in order to inform ,instruct ,motivate, and involve;Assist benchmarking and performance monitoring;Inspire and stimulate change and innovation;
A sound strategic plan should include the elements of vision ,mission, values, objective ,strategies, goals ,and programs.24.documented procedures needed:To cause people to act in a uniform way and so make processes predictable;To provide freedom for management and staff to maximize their contribution to the business;To provide legitimacy and authority for the deeds needed ;To make responsibility clear and to create the conditions of self-control;To provide co-ordination for inter-departmental action.;To improve communication and to provide consistency and predictability in carrying our repetitive tasks.;To encourage the people involved into thinking a problem through;To minimize variance and eliminate bottlenecks;To provide auditable criteria for execution against authorized practice;
25.标准操作程序与工作指南的异同SOPs WIs SOPs:1.Purpose: For managerial control 2.Scope/Interface: For managers and supervisors, cross-functional, depart-mental interface 3.Definitions: More conceptual/ human relation, less technical 4.Responsibility: More managerial 5.Procedural steps: More flexible 6.Input: Stationery, computer, desk, etc.Need not to be listed 7.Output: Ideas, plan, analysis, process, etc 8.Directions: More general, abstract 9.Visual aids: less 10.Reference material: More managerial&human 11.Level of safety : Lower, need not to be listed
WIs:1.Purpose: For operating control or specific job 2.Scope/Interface: For operators or rank &file, technical interface 3.Definitions: More technical, less conceptual 4.Responsibility: ore technical 5.Procedural steps: More fixed 6.Input: Material & equipment.Must be listed 7.Output: Physical products and service 8.Directions: More specific, concrete 9.Visual aids: more 10.Reference material : More industry-and company specific 11.Level of safety :Higher,must be clearly spelled out 26.商务计划的意义:Business planning:Business planning is a managerial process that helps the organization venture into a new business.It involves managersˊ time, effort and talent to develop various sub-plans at all levels in a company.27.business planning process:Define the Mission;Conduct a Situation or SWOT Analysis;Set goals and Objectives;Develop Related Strategies;Monitor the Plan; 28.计划书的写作技能与方法/计划书在商务管理中的地位及功能/商务计划书的基本要素elements of a business plan:Cover Page:identifies you and your business, and dates the plan;Table of Contents:makes it easy for readers to find particular item description;Executive Summary:provides a high-level overview of the entire plan that emphasizes the ;facters that you believe will lead to success;Business Backgrand:information of the company;Maketing Plan: SWOT analysis;Financial Projection:how much does this plan will cost;Action Plan:shows how operational the plan is;Appendix: supplementary material that is collected and appended at the back of this plan;
29.商务提案的成功要素(7个)winning elements of a business proposal:①.Problem:you must demonstrate that you clearly understang thei business problems,issues,needs,opportunities,or values ②.Solutions:after you have written a lead paragragh on the company’s needs aand problems,follow up with a solid presentations of how your business can provide solutions ③.Benefits:all winning business proposals clearly outline for the company the benefits to be gained from doing business with you ④.Credibility:this is often the overlooked portion of a business proposal but all winning proposals glow with credibility⑤.Samples:a business proposals with samples and evidence of your ability to deliver is vital to gaining the winning bid.A small sample of your wok can show your ability to do the job ,and can help your potential customer answer some questions ⑥.Targeted: a winning business proposals is all about communications.speak and write in a language used by your intended audience ⑦.Personlazation:you have to give your potential custumer an proposh which includetheir names and their company’sname 30.商务报告式提案的构成要素feasibility of the proposed project: 1Introduction.2Background information..3Benetits
of
the
proposal
project.4Method,procedure,theory.5Schedule.6Qualifications.7Costs,resources require.8Conclusion,special project
31.内部提案的写作要求(10点)internal proposals:Problem;
Purpose.; Adudience;
Message;
Research;
Objectivity;
Style;
Order;
Implementation;
As a side note;
32.正式商务报告的结构形式:Prefatory Parts;Cover;Title Fly;Tiltle Page;Letter of Authorization;Letter of Acceptance;Letter of Transmittal;Contents;Abstract;Body of the Report;Introduction;Text;Summary;Conclusions;Recommendations;Supplemental Parts;Appendix;Bibliography;
33.收集数据、信息的途径gathering information :Scondary Sources;Primary Sources;Experimentation;Observation;Surveys----A)RandomSampling B)StratifiedRandomSampling
C)Systematic
Sampling
;Questionnaires-----A)Either-or B)Checklist C)Multiple-choice D)Ranking;Questionnaire;Guidelines;Personal Interviews and Focus Groups;Telephone Interviews ;
34.信息收集在写作环节中的重要地位:You will need to research all the information sources available in preparing the report so that you can make decisions about which sources would be most appropriate.35.撰写商务报告的6个步骤或环节:Title Page ;Letter of Authorization;Letter of Transmittal;Table of Contents ; Table of Illustrations ;Abstract ;Executive Summary;
36.商务报告的6条质量要求标准Report Quality:Accurate,Reliable and Objective;Guidelines for Writing a Quality Report;Identify---for your reader and for yourself---statements of fact,inferences and based on face,and value judgment;Use accurate,reliable and objective sources;Use analogies and comparisons to explain and illustrate,but not to prove;Examine all cause—effect statements for completeness and accuracy;Be specific ;Provide adequate documentation;
商务报告的总体结构形式general structure for reports:Pace ; Lead ;Blend Outcomes;Motivate;
37.合同免责的原因,情形:escape from contract:Mutual or unilateral mistake as to a basic assumption upon which the contract was made;Misrepresentation of facts inducing one of the parties to enter the contact;Duress inducing one of the parties to enter the contact;Lack of capacity to contract(such as infancy ,influence of drugs,alcohol or mental illness);Unconscionability;Vilolation of a public policy;Absence of a writing evidencing formation of the contract if the contract laws and government regulations require such a writing;Performance of the contracts becomes impossible or extremely difficult or costly by virtue of events occurring after the contract is formed;The principle purpose of the contract is substantially frustrated by virtue of events occurring after the contract is formed;
38签约前活动contracting activities before signing:Delegation,contract plan,negotiation,contract-drafting,and review and approval
39.签约后活动contracting activities after signing:Execution,review and monitor,communication handling,filing,closeout
40.合同清单contract checklist:①Names and addresses of all parties involved,and place of entering into this agreement,②A short description and mission statement of all concerned parties③a statement summarizing the desired role of the contracted
and
correspondence,customer
complaint party④a classification of the business relationship⑤a detailed description of what each party promises to provide⑥a timetable of when the work is to be performed or the products to be delivered or sold;⑦location of when the work is to be performed⑧the duration of the contract⑨payment method and schedule⑩ opportunities for increases in financial remuneration 11 insurance coverage provided and required 12,guarantees 13,fianancial obligations of the contracted party 14 conditions for termination of the agreement 15 guidelines for transfer of the contract16who retains custody of the client 17 arbitration 18who is responsible for legal fees if a breach of contract occurs19the location and contact to send communications regardingthe contract 20 signature lines and date the contract is signed 41.Agenda :sometimes called an order of business, is a list of topic arranged in the order they are to be discussed at a meeting.42.Minutes:are the official record of a meeting.The format may vary from organization to organization to organization, but the content and order are standard.43.An itinerary: is a combination of travel and appointment schedules.