国际商务礼仪Unit12CommunicationsEtiquette通讯礼仪

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1、UnitTwelveCommunicationsEtiquette通讯礼仪FocalPoints1.Howtomakeaphonecallpolitely2.Howtoansweraphonecallpolitely3.HowtouseyourcellularphonepolitelyinpublicContentsLeadin1ReadingA2ReadingB3ReadingC45ExercisesTestyourcommunicationetiquettes1)WhatshouldyouNOTdowhenanswerin

2、gphonecallsA.AnswerThePhoneWithASmileOnYourFaceB.Eat&DrinkC.SpeakClearlyD.AddressThePersonByTheirTitle(Mr./Ms./Mrs.)2)HowDoYouListenEffectively?A.MaintainEyeContactB.DisplayOpennessC.BeQuiteD.AllOfTheAbove3)WhatAreSomeOfTheListeningBarriersYouMayEncounterWhileOnTheJ

3、ob?A.CulturalDifferencesB.SpeakingTooFastC.AllOfTheAboveD.NoneOfTheAboveWarmingupTestyourcommunicationetiquettes4)Toomuchinformationduringcommunicationcanmakeitverydifficultforlistenerstopayattention,isanexampleofwhattypeofcommunicationbarrier?A.InformationOverloadB

4、.BiasesandReceiverEmotionsC.UnclearSpeakerD.CulturalDifferences5)Howmanystepsarethereineffectivecommunication?A.5B.3C.4D.76)Whatarethestepsineffectivecommunication?A.OrganizeInformation,GainListener'sAttention,CheckUnderstandingB.CheckUnderstanding,OrganizeInformati

5、on,GainListener'sAttentionC.GainListener'sAttention,OrganizeInformation,AssesWorkingEnvironmentD.GainListener'sAttention,OrganizeInformation,CheckUnderstandingWarmingupTestyourcommunicationetiquettes7)WhatisNOTakeyelementyoushouldconsiderwhenimprovinglistening?A.Don

6、'taskquestionsifyourunclearB.Repeatwhat’sbeensaidforclarificationC.ShowinterestbyfacingthespeakerD.Givenon-verbalcuesthatshowinterest8)Whenwritinganemail,itisbesttoA.WriteyouremailinsentencecaseB.WriteinboldletteringC.TYPEINCAPSSOTHEYKNOWYOUREMAILISIMPORTANTD.Change

7、thefontcolortomatchyourwardrobeWarmingupSpeakingonthePhoneSomepeoplejustdon’tknowhowtospeakonthephone.Youcanheareverybreaththey’retakingandthecrunch-crunchoftheirafternooncornchips,ortheyhavethereceiversofarawayfromtheirmouthsthattheysoundlikethey’retalkingtoyoufrom

8、theslopesofMountKilimanjaro.Somepeoplealsodon’tknowhowtolistenonthephone.Theyrespond“Uh-huh”towhateveryousaywhileyouheartheclickingoftheir