商务沟通讲义1.docx

商务沟通讲义1.docx

《商务沟通讲义1.docx》由会员分享，可在线阅读，更多相关《商务沟通讲义1.docx（31页珍藏版）》请在冰点文库上搜索。

商务沟通讲义1

CHAPTER1

BuildingYourCareerSuccessWithCommunicationSkills

1.TheProcessofCommunication

SenderHasIdea

Theformoftheidea,whetherasimplegreetingoracomplexidea,isshapedbyassumptionsbasedonthesender’sexperiences.Theabilitytoaccuratelypredicthowamessagewillaffectitsreceiverandskillinadaptingthatmessagetoitsreceiverarekeyfactorsinsuccessfulcommunication.

SenderEncodesIdeainMessage

Convertingtheideaintowordsorgesturesthatwillconveymeaning.

MessageTravelsOverChannel

Themediumoverwhichthemessageisphysicallytransmittedisthechannel.Messagesmaybedeliveredbycomputer,telephone,cellphone,letter,memorandum,report,announcement,picture,spokenword,fax,Webpage,orthroughsomeotherchannel.Becausecommunicationchannelsdeliverbothverbalandnonverbalmessages,sendersmustchoosethechannelandshapethemessagecarefully.

ReceiverDecodesMessage

Translatingthemessagefromitssymbolformintomeaninginvolvesdecoding.Onlywhenthereceiverunderstandsthemeaningintendedbythesender—thatis,successfullydecodesthemessage—doescommunicationtakeplace.Suchsuccess,however,isdifficulttoachievebecausenotwopeoplesharethesamelifeexperiencesandbecausemanybarrierscandisrupttheprocess.

FeedbackTravelstoSender

Theverbalandnonverbalresponsesofthereceivercreatefeedback,avitalpartofthecommunicationprocess.Feedbackhelpsthesenderknowthatthemessagewasreceivedandunderstood.

2.DEVELOPINGBETTERLISTENINGSKILLS

Animportantpartofthecommunicationprocessislistening.Thebetterabusinesspersonlistenstoacustomer,thebettersheorhewillbeatfulfillingexpectations,resolvingdisputes,reducinguncertainty,andprojectinggoodwill.

BarrierstoEffectiveListening

▪Physicalbarriers—hearingdisabilities,noisysurroundings

▪Psychologicalbarriers—tuningoutideasthatcounterourvalues

▪Languageproblems—unfamiliarorchargedwords

▪Nonverbaldistractions—clothing,mannerisms,appearance

▪Thoughtspeed—ourmindsprocessthoughtsfasterthanspeakersexpressthem

▪Fakingattention—pretendingtolisten

▪Grandstanding—talkingallthetimeorlisteningonlyforthenextpause

TipsforBecominganActiveListener

▪Stoptalking.

▪Controlyoursurroundings.

▪Establishareceptivemind-set.

▪Keepanopenmind.

▪Judgeideas,notappearances.

▪Takeselectivenotes.

▪Providefeedback.

3.NonverbalCommunication

Eyecontact

Goodeyecontactenablesthemessagesendertoseewhetherareceiverispayingattention,showingrespect,respondingfavorably,orfeelingdistress.Fromthereceiver’sviewpoint,goodeyecontact,inNorthAmericanculture,revealsthespeaker’ssincerity,confidence,andtruthfulness.

Time

Howweusetimetellsobserversaboutourpersonalityandattitudes.Forexample,whenDonaldTrump,multimillionairerealestatedeveloper,givesavisitoraprolongedinterview,hesignalshisrespectfor,interestin,andapprovalofthevisitororthetopictobediscussed.

Space

Howweorderthespacearoundustellssomethingaboutourselvesandourobjectives.Whetherthespaceisabedroom,adormroom,anoffice,oradepartment,peoplerevealthemselvesinthedesignandgroupingoftheirfurniture.Generally,themoreformalthearrangement,themoreformalandclosedthecommunication.

Territory

Eachofushasacertainareathatwefeelisourownterritory,whetherit’saspecificspotorjustthespacearoundus.Weallmaintainzonesofprivacyinwhichwefeelcomfortable.

FourSpaceZonesforSocialInteraction

AppearanceofBusinessDocuments

Thewayaletter,memo,orreportlookscanhaveeitherapositiveoranegativeeffectonthereceiver.Althoughtheyseemlikeconversation,e-mailsarebusinessdocumentsthatcreateapermanentrecordandoftenabadimpression.Sendingane-mailmessagefulloferrorsconveysadamagingnonverbalmessage.

AppearanceofPeople

Thewayyoulook—yourclothing,grooming,andposture—telegraphsaninstantnonverbalmessageaboutyou.Basedonwhattheysee,viewersmakequickjudgmentsaboutyourstatus,credibility,personality,andpotential.

TipsforImprovingYourNonverbalSkills

4.UnderstandingHowCultureAffectsCommunication

Ethnocentrism

Ethnocentrismisthebeliefinthesuperiorityofone’sownculture.

Stereotype

Astereotypeisanoversimplifiedperceptionofabehavioralpatternorcharacteristicappliedtoanentiregroup.Forexample,theSwissarehardworking,efficient,andneat;Germansareformal,reserved,andblunt;Americansareloud,friendly,andimpatient;Canadiansarepolite,trusting,andtolerant;Asiansaregracious,humble,andinscrutable.

Chapter2

CreatingBusinessMessages

1.AudienceBenefits

Alwaysstressthebenefittothereadersofwhateveritisyou’retryingtogetthemtodo.Ifyoucanshowthemhowyou’regoingtosavethemfrustrationorhelpthemmeettheirgoals,youhavethemakingsofapowerfulmessage.

Examples:

▪Toenableustoupdateourstockholderrecords,weaskthattheenclosedcardbereturned.

▪Ourwarrantybecomeseffectiveonlywhenwereceiveanowner’sregistration.

▪WeofferaCDlanguagecoursethatweareconvincedwillberewardingiforderedimmediately.

2.“You”View

Skilledcommunicatorsnaturallydevelopthe“you”view.Theyemphasizesecond-personpronouns（you,your）insteadoffirstpersonpronouns（I/we,us,our）.Whetheryourgoalistoinform,persuade,orpromotegoodwill,thecatchiestwordsyoucanuseareyouandyour.

Examples:

▪Ihavegrantedyoupermissiontoattendthecommunicationseminar.

▪I’maskingallemployeestorespondtotheattachedsurveyaboutworkingconditions.

▪WehaveshippedyourorderbyUPS,andwearesureitwillarriveintimeforthesalespromotion.

Second-personpronounscanbeoverusedandmisused.

▪“Youcannotreturnmerchandiseuntilyoureceivewrittenapproval.”Thewordyouappearstwice,butthereaderfeelssingledoutforcriticism.

Anotherdifficultyinemphasizingthe“you”viewandde-emphasizingwe/Iisthatitmayresultinoveruseofthepassivevoice.

Forexample,toavoidWewillgiveyou（activevoice）,youmightwriteYouwillbegiven（passivevoice）.Theactivevoiceinwritingisgenerallypreferredbecauseitidentifieswhoisdoingtheacting.

3.ConversationalbutProfessional

Businessmessagestodayarewarm,friendly,andinformalbutnotslangy,sloppy,andlowlevel.ProfessionalmessagesdonotincludeIMabbreviations,slang,andsentencefragments.Overuseofexpressionssuchastotallyawesome,youknow,andlike,aswellasrelianceonneedlessabbreviations（BTWforbytheway）,makeabusinesspersonsoundlikeateenager.

Examples:

▪Hey,boss,GR8news!

Firewallnowinstalled!

!

BTW,checkwithmeb4announcingit.

▪Look,dude,thisreportistotallybogus.Andthefiguresdon’tlookkosher.Showmesomerealstats.Gotsources?

Don’tbeoverlyformal.Yourgoalisawarm,friendlytonethatsoundsprofessional.

Examples:

▪Allemployeesareherewithinstructedtoreturntheappropriatelydesignatedcontractstotheundersigned.

▪Kindlyinformtheundersignedwhetherornotyourrepresentativewillbemakingavisitationinthenearfuture.

4.PositiveLanguage

Positivewordingtellswhatisandwhatcanbedoneratherthanwhatisn’tandwhatcan’tbedone.Positivelanguagegenerallyconveysmoreinformationthannegativelanguagedoes.Moreover,positivemessagesareupliftingandpleasanttoread.

Examples:

▪Wearesorrythatwemustrejectyourapplicationforcreditatthispointintime.

HiddenMessages

Somewordsandphrasesconveyanegativeandunpleasanttone.Theymayimplyahiddenmessagethatthewriterdoesnotintend.Thinktwicebeforeusingthefollowingnegativeexpressions.

NegativeLanguageHiddenMeaning

▪Youoverlooked

▪Youstatethat

▪Youfailedto

▪Youclaimthat

▪Youarewrong

▪Youdonotunderstand

▪Yourdelay

▪Youforgotto

5.InclusiveLanguage

Abusinesswriterwhoisalertwillstrivetousewordsthatincluderatherthanexcludepeople.Somewordshavebeencalledsexistbecausetheyseemtoexcludefemales.Noticetheuseofthemasculinepronounsheandhisinthefollowingsentences:

▪Ifaphysicianisneeded,hewillbecalled.

▪Everyrentermustreadhisrentalagreementcarefully.

Example

▪Everyattorneyhastenminutesforhissummation.

Otherwordsareconsideredsexistbecausetheysuggeststereotypes.Forexample,thenounsfiremanandmailmansuggestthatonlymenholdthesepositions.

Youcanavoidoffendingyourlistenerorreaderbyusingneutraljobtitles.

▪chairman;stewardess

▪fireman;waiter,waitress

▪mailman;policeman

6.PlainEnglish

Businesscommunicatorswhoareconsciousoftheiraudiencetrytouseplainlanguagethatexpressesclearmeaning.Theyavoidshowywords,longsentences,andconfusingexpressions.

Somebusiness,legal,andgovernmentdocuments,however,arewritteninaninflatedstylethatobscuresmeaning.Thisstyleofwritinghasbeengivenvarioustermssuchasdoublespeak.

Example:

▪Hehypothesizedthatthevehiclewasnotoperationalbecauseofamalfunctioninggasket.

7.Usefamiliarwords

▪LessFamiliarWordsSimpleAlternatives

▪perpetuate

▪compensate

▪perplexing

▪conceptualize

▪encompass

▪hypothesize

▪stipulate

▪terminate

▪utilize

CHAPTER3

ImprovingWritingTechniques

1.TheDirectPatternVsTheIndirectPattern

Placingthemainideaatthebeginningofthemessageiscalledthedirectpattern.

Placingthemainidealaterinthemessage（afterthedetails,expl