《商务沟通》复习要点

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1、《商务沟通》复习要点Chapter1：Communication的定义p4Theprocessofsendingandreceivingmessages!Communication障碍和应对策略。（熟练掌握、灵活应用）p14障碍1.Distractions2.Informationoverload3.Perceptualdifferences4.Selectiveperception5.Languagedifferences6.Restrictiveenvironment7.Deceptivetractics应对策略minimizi

2、ngAdoptinganaudience-centeredapproachFine-tuningyourbusinesscommunicationskillsBeingsensitivetobusinessetiquetteGiving-andrespondingto-constructivefeedbackChapter1：组织正式沟通和非正式沟通的特点、外部沟通和内部沟通的特点、横向和纵向沟通的特点（熟练掌握、灵活应用）Chapter1：effectivebusinessmessages的五大特点1、Providepractic

3、alinformation2、Givefactsratherthanimpressions3、Clarifyandcondenseinformation4、Statepreciseresponsibilities5、PersuadeothersandofferrecommendationChapter2：Team沟通的优劣点。（熟练掌握）（课本39页）优点：1、Increasedinformationandknowledge2、Increaseddiversityofviews3、Increasedacceptanceofasolu

4、tion4、Higherperformancelevels缺点：1、Groupthink2、Hiddenagendas3、Freeriders4、CostChapter2：Groupthink的含义。Groupthinkoccurswhenthesepeerpressurescauseindividualteammemberstowithholdcontraryorunpopularopinions.Chapter2：区别三种listeningstyle。（熟练掌握）（课本56页）1、contantlisteningistounde

5、rstandandretainthespeaker’smessage2、criticallisteningistounderstandandevaluatethemeaningofthespeaker’smessageonseverallevels1、empathiclisteningistounderstandthespeaker’sfeelings,needs,andwantssothatyoucanappreciatehisorherpointofview,regardlessofwhetheryousharethatpers

6、pectiveChapter3：Stereotyping定义。Stereotypingisassigninggeneralizedattributestoanindividualonthebasicofmembershipinaparticulargroup.Chapter3：文化差异的分类及表现。（灵活应用）（课本76页）1、contextualdifferences2、legalandethicaldifferences3、socialdifferences4、nonverbaldifferences5、agedifferenc

7、es6、gender(性别)differencesChapter4：沟通的一般性目的有哪几种？p102ToinformtopersuadeortocollaborateChapter4：three-stepprocess的三个步骤是？每个步骤包括哪些内容？1、planningAnalyzethesituationGatherinformationSelecttherightmediumOrganizetheinformation2、writingAdapttoyouraudienceComposethemessage3、comple

8、tingRevisethemessageProducethemessageProofreadthemessageDistributethemessageChapter4：Audienceprofile（受众分析）包括哪些内容？p104