商务英语沟通与技巧business english communication and skills

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商务英语沟通与技巧BusinessEnglishCommunicationandSkills开封大学《商务英语沟通与技巧》精品课程建设组 商务沟通BusinessCommunication第一章Chapter1 Chapter1BusinessCommunicationObjectivesIntroductionContentSummaryExerciseandtraining Tounderstandwhatcommunicationis;ToknowthemajorpurposeofcommunicationWhatarethefourlevelsofcommunicationTocomparethecommunicationflowsinorganization知识点技能点Toexploretheuseofwords,toneofvoice,andbodylanguageincommunicationLearntechniquestomanageandensurepropercommunication.ProgramObjectives Inwhatwaysdoanimalscommunicate?ThewaysofanimalcommunicationThewaysandpurposesofanimalcommunication?BasicsofhumancommunicationWhatiscommunication?CanyoufindaChineseequivalenttotheEnglishword“communication”?Introduction MajorContents1.1ThedefinitionofCommunication1.2Thepurposeofcommunication1.3TheprocessofCommunication1.4LevelsandtypesofCommunication1.5CommunicationBarriersandOvercomingBarriers 1.1TheDefinitionofCommunication1.WhatisCommunication?沟通是指某一信息(或意思)传递给客体或对象，以期取得客体做出相应反应效果的整个过程。☆Communicationissendingorreceivingideas,thoughtsorfeelingsfromonepersontooneormorepersonsinsuchawaythat,thepersonreceivingitunderstandsitinthesamewaythesenderwantshim/hertounderstand. 2.DefinitionofCommunication(1of2)Theexchangeofthoughts,messages,orthelike,asbyspeech,signalsorwriting.Toexpressoneselfinsuchawaythatoneisreadilyandclearlyunderstood. 2.DefinitionofCommunication(2of2)Communicationissharedfeelings/sharedunderstanding.Ifyoucanhonestlyachievethatgoal,youarecommunicating. WhatisCommunication?---ConclusionSENDERRECEIVERFeedbackreceiversenderCommunicationistheprocessofsendingandreceivinginformationamongpeople…MediumEncodeDecode 1.2ThePurposeofCommunication ThePurposeofCommunicationPeoplecommunicatetosatisfyneedsinboththeirworkandnon-worklives.Peoplewanttobeheard,tobeappreciatedandtobewanted.Theyalsowanttoaccomplishtasksandtoachievegoals.Obviously,then,amajorpurposeofcommunicationistohelppeoplefeelgoodaboutthemselvesandabouttheirfriends,groups,andorganizations. 1.3CommunicationProcess信息沟通过程是指一个信息的发送者通过一定的渠道把信息传递给接收者的过程。主要包括（一）信息的发送；（二）信息的传递；（三）信息的接收；（四）信息沟通中的反馈和噪声 SENDERMESSAGECHANNELRECEIVERContextFEEDBACKTheCommunicationProcess沟通的过程Thepersoninitiatingthecommunication,orbroadcastingthemessage.Thespecificsetofwords,gesturesandimagesthatthesenderusestoconveywhatheorshewantstosay.Thechannelthroughwhichthemessagemoves.Receivers(ortheaudienceforthemessage)-fromwhomthereceiveroftenexpectsaresponse.Theresponsefromthereceivertothesender. Source:Whytocommunicate?Whattocommunicate?Usefulnessofthecommunication.AccuracyoftheInformationtobecommunicated.ProcessOfCommunicationEncoding:Theprocessoftransferringtheinformationyouwanttocommunicateintoaformthatcanbesentandcorrectlydecodedattheotherend.Abilitytoconveytheinformation.Eliminatesourcesofconfusion.Fore.g.culturalissues,mistakenassumptions,andmissinginformation.Knowingyouraudience. WrittenCommunicationChannelsLetters,e-Mails,Memos,Reports.VerbalCommunicationChannelsFace-To-Facemeetings,Telephones,VideoConferencing.ProcessOfCommunication StrengthsandWeaknessesVerbalCommunication:Strength-RoleofBodyLanguage.Weakness-NotpossibletogivelonglistofdirectionsWrittenCommunication:Strength-AproofofacommunicationWeakness-Writtenwordsdoesnotshowaperson’sactualfeelings.ProcessOfCommunication EFFECTIVEDECODING:Listenactively,Readinginformationcarefully,AvoidConfusion,Askquestionforbetterunderstanding.ProcessOfCommunicationTheaudienceorindividualstowhomwearesendingtheinformation.THEINFLUENCEFORRECEIVER:Thepriorknowledgecaninfluencethereceiver’sunderstandingofthemessage.Blockagesinthereceiver’smind.Thesurroundingdisturbances. FEEDBACK(反馈):Feedbackcanbe:VerbalReactionsandNon-VerbalReactions.PositivefeedbackandNegativefeedback.ProcessOfCommunication CONTEXT:1.VariousCultures(Corporate,International,Regional,etc)2.Language3.LocationorPlace(Restaurant,Office,Auditorium,Room,etc)4.SituationThesenderneedstocommunicatethecontexttothereceiverforbetterclarityinthecommunicationprocess.ProcessOfCommunication CommunicationGameRULE:MakeagroupofFour.Sequentiallyassignanumbertoeveryindividual.1representativePickuponchitfromthelot.Memorizethesentenceandreturnthechit.Gobackandutterthesentencetothe2ndperson.Nooneelseshouldhearthesentence.Thenthe2ndpersonshouldutterittothe3rdpersonandsoon.Thelastpersonshouldannouncethesentencetoall.And1stpersonreadsthechit. WhatDidWeLearn?Onlyverbalcommunicationcancreatechaoswhileitreachesthelastperson.Everyperson’sthoughtprocessinfluencestheindividualunderstanding.Sobeanactivelistener...... 1.TypesofCommunication1.4LevelsandtypesofCommunication(1)WrittenCommunication(2)OralCommunication(3)MixedCommunication 1、WrittenCommunicationLettersMemos备忘录EmailReports/WhitePapersWebsitesPromotionalMaterialsOtherwrittendocuments 2、OralCommunicationMeetingsConferencecallsPhonecallsPresentationsVideooraudiorecordingsOtherformsoforalcommunication 3、MixedCommunicationWebsitesPowerPointpresentations(spokenandwrittencommunication)Performancereviews 2.FourlevelsofCommunication1、IntrapersonalCommunication2、Interpersonalcommunication3、Groupcommunication4、OrganizationCommunication 1.5CommunicationBarriersIsn’titannoyingwhenpeopledon’tseemtounderstandwhereyou’recomingfrom,orwhentheyjustdon’tgetthemessageyou’retryingtocommunicate?Unfortunately,certainbarrierstoeffectivecommunicationcausethesethingstohappenquiteoften. 1.5CommunicationBarriersBarrierstoeffectivecommunicationcantakeondifferentforms.Theycanbephysical,psychologicalorevenemotional.Belowaresomeexamplesthatyoumightwanttoavoidinthefuture. 1.CommunicationBarriersAnythingthatpreventssuccessfulcommunicationfromoccurringComplexandmulti-layeredCanbetechnicalorgeneratedbythemediumused,etc.but:Mainproblemishumanbehaviourandpsychology,e.g. 1.CommunicationBarriersPerceptionandlanguageRestrictiveenvironmentsDistractionsDeceptivetacticsInformationoverload 1.CommoncommunicationproblemsInformationnotgettingtotherightpeoplePoorwrittencommunicationEmailsthatcreatenegativereactionsUnorganizedmeetings 2.OvercomingBarriersAdoptaudience-centeredapproachFosteropencommunicationclimateCommittoethicalcommunicationCreatelean,efficientmessages [CaseStudy]失实的信息在一次产品质量管理协调会议上，某公司质检部经理根据销售部门反馈的信息，得知某外协单位的配件可能存在隐患，他没有向生产副总反馈这一信息，怕此事件会影响自己的前途，侥幸使用这批配件，最后导致公司大批量退货，严重影响了公司的品牌。在一些组织中，自下而上的沟通受组织文化的阻碍，也容易遭受“报忧受罚”（即向高层报告坏消息就会受到处罚）的组织风气的影响。诚然，这种报喜不报忧的倾向不足为奇，然而，对于企业的管理而言，正确的信息仍是非常必要的。Discussion：howdothemanagerspromotetheinformationtoconveyintherightwayandcorrectly？ CampusexperienceDiscusswithyourpartnerabouthowyoulistentoeachothereffectivelyandthesuggestions?Andhowtoimprovetheskillsofactivelistening?请与同学探讨一下你们是怎样聆听别人的建议的，又是怎样改进自己的聆听技能的？PracticeandTraining CommunicationPurposesCommunicationProcessCommunicationContextTypesofCommunicationCommunicationBarriers本章小结 【Exercises】1.Definecommunicationandlistdownitspurposes2.Whatthefourlevelsofcommunicationareandexplaineach.3.Describethefactorsingroupcommunicationandexplaineach.4.Explainthethreecommunicationflows5.Whatarethefactorstobeconsideredinanupwardcommunication?6.Differentiate“verbal"and“non-verbal"communication7.Whatarethetwodistinctgoals“maintenancegoals”?