《商务英语沟通》PPT课件

Teachingobjectives:graspsomeofbasictheoriesrelatedtobusinesscommunicationgraspsomeimportantwordsandexpressions;haveabetterunderstandingoftherelationshipbetweenEnglishandthesuccessofbusinesscommunicationImprovementineveryaspectsofEnglishskills.GeneralRequirementsforStudents:Fullattendance(10%)Activeparticipation(10%)TakingnotesExtensivereadingPersistentpracticeExercise(10%)商务英语沟通BusinessEnglishCommunicationTheoriesofcommunicationsHowtoapplyfortheidealjobTheresumeandtheinterviewSpokenbusinesscommunicationCommunicatingwithcolleaguesandcustomersWrittencommunicationsBusinessmeetingsCross-culturalbusinesscommunicationsCrisiscommunicationsMediacommunicationsBusinesscommunicationseverydayIntroductiontoTheBOOKChapter11.BusinesscommunicationBusinesscommunicationreferstosending,giving,orexchanginginformationandideasintheprocessofbuyingandselling.2.PurposesofCommunicationAmajorpurposeofcommunicationistohelppeoplefeelgoodaboutthemselvesandabouttheirfriends,groupsandorganizations.Studiesindicatethatmanagerstypicallyspend60to80percentoftheirtimeinvolvedincommunication.Inyourcareeractivities,youmaycommunicateinawidevarietyofways,including：·attendingmeetingsandwritingreportsrelatedtostrategicplansandcompanypolicy.·presentinginformationtolargeandsmallgroups.·explainingandclarifyingmanagementproceduresandworkassignments.·coordinatingtheworkofvariousemployees,departments,andotherworkgroups.·evaluatingandcounselingemployees.·promotingthecompany’sproducts/servicesandimage.Communicatinginforms,persuadesandentertainsthroughverbalandNon-verbalmessages.3.EffectivenessofcommunicationAttheemployeelevel,itallowsyoutomakedecisions,providefeedbackinanongoingbasis,makeagreements,etc.Attheteamlevel,itallowsyoutobuildanopencommunicationenvironmentthatfacilitatesthecreationofcommitment,thecreationofbreakthroughideas,thecreationoftrust,etc.Attheorganizationallevel,itallowsyoutoalignyourwholecompanyinordertoexecuteitsstrategy,reachitsvision,andfulfillitsmission.Effectivebusinesscommunicationisessentialtosuccessintoday’sworkenvironments.Arecentsurveyofexecutivesdocumentsthatabilitiesinwritingandspeakingwillbemajordeterminantsofcareersuccessinmanyfields.4.FourLevelsofCommunicationIntrapersonalCommunication.Thisisthewayinwhichindividualprocessinformationbasedontheirownlifeexperiences.Therefore,communicatingmaybedifficultwhenasenderofamessagehassignificantlydifferentlifeexperiencesfromtherecipientofthemessage.Intrapersonalcommunicationcaninclude:①Day-dreaming,②speakingaloud(talkingtooneself),readingaloud,repeatingwhatonehears;③Internalmonologue,④Makinggestureswhilethinking;⑤Interpretingnon-verbalcommunication;⑥Communicationbetweenbodyparts.InterpersonalCommunication.Anunderstandingofinterpersonalcommunicationisanessentialingredientincookingupgoodrelationships.Thislevelofcommunicationtakesplaceprimarilywhentwopeopleareinvolvedintheprocess.Theyhavetwogoals:(1)Theywanttoaccomplishwhatevertaskconfrontsthem,and(2)theywanttofeelbetteraboutthemselvesasaresultoftheexchange.Thesetwogoalsarecommonlyreferredtorespectivelyastaskgoalsandmaintenancegoals,andtheyexistsidebysideinvaryingdegreesinmostofourdailyactivities.Psychologicalfunction:·Inordertomeetthesocialneedstocommunicatewiththeotherpeople.·Inordertostrengthenandaffirmourselvestocommunicatewiththeotherpeople.SocialFunction:Theinterpersonalrelationshipprovidedthesocialfunction,dependingonthesocialfunctionweareabletodevelopandmaintaintherelationshipswiththeothers.Decisionfunction:GroupCommunication.Agroupconsistsofmorethantwopeople,sodoesacommittee,aclub,orallthestudentsenrolledinaclass.Groupsareformedusuallybecausethecombinedeffortsofanumberofpeopleresultingreateroutputthantheindividualeffortsofthesamenumberofpeople.Inotherwords,groupscandomorefortheindividualthantheindividualcandoforhimself.FactorsinGroupCommunication:·Leadership·Longevity·Size·PerceptionandSelf-Concept·Status·GroupNormsOrganizationCommunication.Thislevelofcommunicationariseswhengroupsdiscoverthattheyareunabletoaccomplishtheirgoalswithoutsomekindoforganization.Despitethedifferencesinsizeandcomplexity,eachoftheselevelsofcommunicationcontinuestohavetaskandmaintenancegoals.Andtheideaofmaintenancegoalscanbeexpanded,ordivided,intotwodistinctgoals:(1)theself-maintenancegoalthatdescribestheindividual'sneedtomaintainhisorherpersonalworthorpsychologicalwell-being,and(2)thegroup-maintenancegoalthatdescribesthegroup'sneedtomaintainitsesprit-thenon-taskrelationshipstheyhaveestablishedbyinteractingwithoneanotherasateam.5.CommunicationFlowinOrganizationDownwardCommunication.Thisflowsfromsuperiortosubordinate,frompolicymakerstooperatingpersonnel,orfromtoptobottomontheorganizationchart.Asmessagesmovedownwardthroughsuccessivelevelsoftheorganization,theyseemtogetlarger.Asimplepolicystatementfromthetopoftheorganizationmaygrowintoaformalplanforoperationatlowerlevels.Downwardcommunicationnormallyinvolvesbothwrittenandoralmethodsandmakesuseofthefollowingguides:•Peopleathighlevelsintheorganizationusuallyhavegreaterknowledgeoftheorganizationanditsgoalsthandopeopleatlowerlevels.•Bothoralandwrittenmessagestendtobecomelargerastheymovedownwardthroughorganizationallevels.Thisexpansionresultsfromattemptstopreventdistortionandismorenoticeableinwrittenmessages.•Oralmessagesaresubjecttogreaterchangeinmeaningthanarewrittenmessages.Thisflowoforganizationcontainsrisks.Upwardcommunicationisthefeedbacktodownwardcommunication.Whenthemanagementrequestsinformationfromlowerorganizationallevels,theresultinginformationbecomesthefeedbacktothatrequest.Thefactorstobeconsideredinanupwardcommunicationare:Upwardcommunicationisprimarilyfeedbacktorequestsandactionsofsuperiors.Subordinatesoftentellthesuperiorthewaytheythink,thesuperiorwantstoheareventhoughtheirmessagesmaycontradicttheirtrueobservationsandperceptions.Upwardcommunicationisbasedontrustinthesuperior.Upwardcommunicationisfrequentlyathreattothesubordinate.UpwardcommunicationHorizontalorLateralCommunication.Thisisusedtodescribeexchangesbetweenorganizationalunitsonthesamehierarchicallevel.Thisdescriptionisoneofthemajorshortcomingsoforganizationcharts.Chartsreallydonotleavemuchroomforhorizontalcommunicationwhentheypictureauthorityrelationshipsbyplacingoneboxhigherthananotheranddefinerolefunctionsbyplacingtitlesintheseboxes.ExercisesQuestion1Definecommunicationandlistdownitspurposes.Question2Whatthefourlevelsofcommunicationareandexplaineach.Question3Describethefactorsingroupcommunicationandexplaineach.Question4Explainthefollowingcommunicationflowsinanorganization:•DownwardCommunication;•UpwardCommunication;•HorizontalCommunication.Question5Whatarethefactorstobeconsideredinanupwardcommunication?Question6Differentiate"verbal"from"non-verbal"communication.Chapter2HowtoApplyfortheIdealJobThefourmostjoyeventsintheoldendays:rainafteralongdraught;meetingunexpectedfriendsinastrangecountry;candle-litweddingnights;andwinningtheimperialcivil-serviceexam.Nowadays,alongwiththesocialandeconomicdevelopment,Chinesepeople'scareerconceptbecomesmoreandmorediverse.Asyouread,askyourselfthesequestions.1.1DoIhavetheformalqualificationsrequired?1.2DoIhavetheexperiencerequired?1.3AmIreallysuitedforthejob?1.4WhatdoIknowabouttheemployer?1.5Whatmakesmespeciallysuitedforthejob?2.AnalyzingaSpecificJobAdvertisement1.ReadingJobAdvertisementsAdminAssistant(Full/Part-Time)UniversalMediaPublishers(1)Chinesemagazinepublishinghouse;(2)FluentinEnglishandMandarin;(3)Undergraduatestudentsaremostlywelcome;(4)WorkingexperiencewithUBSsoftwareisanadvantage;(5)SendyourresumewithSPMresults&phototoinfo@moneycompass.com.my.RefNoEditorUniversalMediaPublishers(M)SdnBhd(1)ChinesewritingwithEnglishtranslationskills;(2)MajorinJournalismorMassCommunication;(3)5dayswork;Medicalbenefits,monthlyincentive&travelallowance.(4)Sendyourresume&phototoinfo@moneycompass.com.my;(5)CallMr.Tan@012-3301971formoredetails.室内设计师MorphisFactorDesignInteriorDesigner(BandarTunHusseinOnnCheras)skill(s:InteriCAD,AutoCAD,AdobeCSlanguage(s):English&ChineseFamiliarwithcosts/pricesofmaterialsetc.ApplicantsmustpossessownvehiclesWithexperienceorfreshgraduateareencouragetoapplyPleasesendyourresumetogracewong@morphis.com.my市场执行员升隆管理有限公司-八星广场(JB)负责出租场地的按排与协调工作;有无经验皆可申请;拥有相关经验为佳;通晓华，巫，英文;良好人际关系，开朗;自备交通;薪金视经验与条件而定;有意者请将个人详情电邮至sineoadm@myjaring.net或拨电07-5588996/7联络(Ms.Yap)3.WhattoMentioninYourLetterorEmailApplicationLetters3.1ContentAneffectiveapplicationlettershouldaccomplishthreethings:·IntroduceYourselfandYourReasonforWriting.·SellYourself.·MakeaPlan.3.2Formatting英文信封的写法（齐头式）LiuDawei68#WangfujingStreet,(stamp)Beijing100710ChinaMr.SmithUniversalImportersLtd.345TreatyStreetLondonS.W.1England英文信封的写法（斜列式）FanYanClassF992,(stamp)ForeignLanguageDepartment,TsinghuaUniversityMs.DaphneABCTextilesCorporation201MadisonStreetVancouverCanada住址中常用字：有简写的多用简写：楼F(e.g.2F)巷Lane(e.g.Lane194)段Section；Sec.(e.g.Sec.Ⅱ)弄Alley(e.g.Alley6)路Road；Rd.(e.g.ChunghuaRd.)街Street；St.(e.g.YangkwangSt.)宝山区示范新村37号403室Room403,No.37,ShiFanResidentialQuarter,BaoShanDistrict虹口区西康南路125弄34号201室Room201,No.34,Lane125,XiKangRoad(South),HongKouDistrict河南省南阳市中州路42号No.42，ZhongzhouRoad，NanyangCity，HenanProv.湖北省荆州市红苑大酒店HongyuanHotel,Jingzhoucity,HubeiProv.河南南阳市八一路272号特钢公司SpecialSteelCorp，No.272，BayiRoad，NanyangCity，HenanProv.中山市东区亨达花园7栋702Room702,7thBuilding,HengdaGarden,EastDistrict,Zhongshan福建省厦门市莲花五村龙昌里34号601室Room601,No.34LongChangLi,Xiamen,Fujian山东省青岛市开平路53号国棉四厂二宿舍1号楼2单元204户甲NO.204,EntranceA,BuildingNO.1,The2ndDormitoryoftheNO.4State-ownedTextileFactory,53KaipingRoad,Qingdao,Shandong3.2.2FormsofLetters信件的格式顶行式英文求职信ForeignLanguageDepartmentFudanUniversityShanghai200052（你的地址）Oct.10,2004（日期）ChinaNationalImport&ExportCorp.No.11FuchengRoad,Beijing（对方地址）DearSirorMadam：（称呼）Iamwritingtoinquireopportunitiesfor（应聘原因）Duringthepastfouryears（说明能力）Thankyouforyourconsideration（表示感谢）Yourssincerely,（结尾用语）SunHong（手写签名）Encl.（附件）3.2.3UsefulExpressions称呼用语。信函中使用的礼节性称呼很多。一般说来，给男士写信用"Mr."（先生），给女士写信用"Miss"（小姐）、"Mrs."（夫人）或"Ms."（女士）。近年来，越来越多的人喜欢用"Ms."来笼统地称呼女性，这样可以避免判断不清对方婚否等敏感话题所带来的尴尬，是一种大趋势。当然，也可以根据收信人的身份，用学位、头衔等常用词放在收信人的姓的后面，例如：Dr.（Doctor，博士）Zhang,Prof.（Professor，教授）Zhou,Pres.（President，经理、会长、校长）Liu等。如果对收信人的性别、姓名、职务或其他资料掌握不多的话，用一句"Dearsirormadam"最合适。如收信人不是具体的某个人而是机关或单位，则只写负责人的职位和公司或者机构的名称，如：TheManager,CPGroup或ThePresident，JinghuiCompany等3.2.4TheContentoftheLetterAthree-lineblockinthetoprighthandorlefthandcornerofthepagecontaining:yourhomestreetaddress,city,stateandZIPcodeandthedate(Thedatemaybeseparatedfromtheblockbyoneline.).Anotherthree-lineblock,flushleft,onespacebelowthedateandonespaceabovethegreeting.Thisblockcontainstheaddressee'sfullnameandaddress,includingcity,stateandZIPcode.Useacolonafterthegreeting,notacomma.Thegreetingshouldaddressaspecificpersoninaformalmanner."DearMs.Harper:"isperfect;"DearJennifer:"isnot.Useapersonalizedsalutation(not,forexample,"ToWhomItMayConcern").Makeanefforttofindoutwhowillbereceivingyourletter.Ifnecessary,telephonethecompanyandask.Ifyoudonotfindaspecificname,addresstheletterto"HiringManager,""HumanResourcesManager",orsimply"Manager".Paragraphsshouldbeseparatedbyalineofspace;indentationisnotnecessary.Youmayusebulletsandboldprintinthebodyofyourcoverlettertoorganizeandhighlightinformation,andmakeiteasiertoread.Ifyoudodecidetousethem,dosoconservatively.Theclosingshouldread"SincerelyYours,"followedbyyoursignatureunderneath,thenyourfullnameinprintunderneaththat.Alwaysleaveenoughroomforyoursignaturebetweentheclosingandyournamewhenyouprintyourcoverletter.Attention(openingparagraph)1.Capturethereader'sattentioninabusinesslikeway.Chooseanoption:（1）Summaryopening.Presentyourstrongest,mostrelevantqualifications,withanexplanationofhowtheycanbenefittheorganization.（2）Nameopening.Mentionthenameofapersonwhoiswellknowntothereaderandwhohassuggestedthatyouapplyforthejob.（3）Sourceopening.Whenrespondingtoajobadvertisement,identifythepublicationinwhichtheadvertisementappeared,andbrieflydescribehowyoumeeteachrequirementstatedintheadvertisement.（4）Questionopening.Poseanattention-gettingquestionthatshowsyouunderstandanorganization'sproblem,needorgoalandhaveagenuinedesiretohelpsolveormeetit.（5）Newsopening.Citeapublicizedorganizationalachievement,contemplatedchange,ornewprocedureorproduct;thenlinkittoyourdesiretoworkfortheorganization.（6）Personalizedopening.Presentoneofyourrelevantinterests,mentionpreviousexperiencewiththeorganization,orciteyourpresentpositionorstatusasameansofleadinguptoadiscussionofwhyyouwanttoworkfortheorganization.（7）Creativeopening.Demonstrateyourflairandimaginationwithcolorfulphrasing,especiallyifthejobrequiresthesequalities.2．Statethatyouareapplyingforajob,andidentifythepositionortypeofworkyouseek.Examples：（1）Myinterestinthepositionofhaspromptedmetoforwardmyresumeforyourreviewandconsideration.（2）LearningfromMr.ZhangthatyouarewantingaIwouldliketoapplytothisposition.（3）Thepositionadvertisedin51JobonOctober12intriguesme.Ibelieveyouwillfindmewell-qualified.（4）Mydesiretobeoneofyourgrouppromptedmetoforwardtheattachedforyourconsideration.（5）Iamwritingtoapplyforthepositionissuedonyourhomepage.Ibelievemymajorandexperienceswillqualifymeforthejob.（6）Havingnoticedtheadvertisementintoday'sBTVChannel1,Iwishtoapplyforthepositionreferredto.self-recommendation1．Adoptamatureandbusinessliketone.（1）Eliminateboastingandexaggeration.（2）Backupyourclaimsofabilitybycitingspecificachievementsineducationalandworksettingsorinoutsideactivities.（3）Demonstrateknowledgeoftheorganizationanddesiretojoinitbycitingitsoperationsortrendsintheindustry.2．Linkyoureducation,experienceandpersonalqualitiestothejobrequirements.（1）Relateaspectsofyourtrainingorworkexperiencetothoseofthetargetposition.（2）Outlineyoureducationalpreparationforthejob.（3）Provideproofthatyoucanlearnquickly,areahardworker,canhandleresponsibility,and/orgetalongwellwithothers.（4）Presentampleevidenceofthepersonalqualitiesandtheworkattitudesthataredesirableforjobperformance.Examples：（1）IfeelthatIhavethequalificationsnecessarytoeffectivelyhandletheresponsibilitiesoftheposition.（2）Withmorethantwoyearsofexperienceworkingasapart-timeinBeijingSifangTechnologyCor.,IbelievethatIwouldbeanexcellentcandidateoftheposition.（3）IwillfinishmyBachelor'sDegreeinJulyatFudanUniversity.Iamcurrentlyseekingfull-timeemploymentasanEnglishteacher.（4）IampresentlyasenioringoodstandingatPekingUniversity,duetograduateinJulyreceivingaBachelor'sDegreewithamajorinaccounting.Enclosedpleasefindthedetailsandkindlyforyourconsideration.Examples：（5）Forthepastthreeyears,Ihaveachievedsatisfactoryscoresinmystudiesandbeenawardedscholarshipsseveraltimes.Ihaveagoodcommandofcomputer,aswellasEnglish,duetomyindustriousness.（6）Itookanactivepartinvariousactivitiesconcerningmymajor.Theseexperiencescontributedtotheexpansionofmyknowledgescopeandgreatlyimprovedmyabilities.Action(closingparagraph)1．Requestaninterviewatthereader'sconvenience.2．Stateyourphonenumber(withareacode)andthebesttimetoreachyou,tomaketheinterviewrequesteasytocomplywithormentionatimewhenyouwillbecallingtosetupaninterview.3．Expressappreciationforanopportunitytohaveaninterview.4．Repeatyourstrongestqualificationtohelpreinforcetheclaimthatyouhavesomethingtooffertheorganization.Examples：（1）Theenclosedresumeexplicatesmyqualificationsforthepositionadvertised.Iexpecttheopportunitytopersonallydiscussmyqualificationswithyouatyourconvenience.（2）Thankyouforyourattentiontomyresume.Iwelcometheopportunitytomeetwithyoutofurtherdiscussmyqualificationsandyourneeds.（3）Ihaveenclosedaresumeaswellasaphotoofmyrecentwoksforyourreview.IlookforwardtoaninterviewtodiscussfurtherhowIcouldcontributetoyourorganization.（4）Iwouldappreciateyourreply.Pleasecontactmeat13612345678anytime，thanksforourtimeandconsideration.附件的表达如果求职信带有附件，可以用Enclosure或者缩写形式Enc.表达。要注意在此项下附件的份数及种类。如果是两个以上的附件，注意要用复数形式Encls.或者Enclosures。如：3Enclosures:AnAutobiography;APhotocopyofDegreeCertificate;APhotograph。结束用语结束用语是写在结尾的告别话语，也称结尾问候语。位于正文下面隔两三行的位置，一般从中间偏右的地方开始写起。常用的结束用语主要有：Sincerely,Yourssincerely,Yourstruthful,Yoursfaithfully,Yourstruly,Yours等，注意首字母要大写而且每个词后都要加逗号。核检清单