商务英语沟通 communication in the workplaceppt课件

Topic3Communicationpractices(1)ChapterThreeCommunicationattheWorkplace工作中的沟通.3questionsbeforejob-huntingQ1:Pleasemakealistofthefactorsthatyoumayconsiderforyourfirstjoboracompany?(Intheorderofimportance)(Forexample:salary)Q2:Ifyouareamanager,whatwillyouconsiderwhenmakinghiringdecisions?(Pleasemakealistintheorderofimportance)Q3:What’stheappropriatejobforyouandyouexpectedsalaryforyourfirstjob?..Thetablesummarizestheresultsofonesurveyinwhich500managersinawiderangeofindustriesincludingretail,manufacturing,service,andfinancerankedtheimportanceofvariousfactorsinhiringdecisions..Communicationisthekeytomanysocialissuesthatappearinevitablyduringsocialinteractions.Regardlessofitsnature,anyworkplaceistheperfectlocationtoestablishinterpersonalconnectionssothatweperformproperlyinourday-to-dayduties..Situation1:Howtotalkaboutthesalary?Thereare5tipsonyoursupplementarymaterials..Communicationintheworkplace.Communicationclimate交际氛围Weusecommunicationclimatetodescribethequalityofpersonalrelationshipsinanorganization.(warm/cold)Dopeoplefeelrespected?Dotheytrustoneanother?Dotheybelievethattheyareappreciated?.MicroclimateOrganizationscreateanoverallclimate,whichcanbehealthyorpolluted,butwithinthatenvironmentindividualrelationshipshavetheirownmicroclimates.Forexample,yourinteractionswithonecolleaguemightbedescribedasicy,whileyouandanotherpersonenjoyawarmrelationship..Therefore,thereisnoquestionthatcommunicationclimateisakeyfactorinjobsatisfactionandcommitmenttotheorganization.Forthisreason,communicatorsneedtounderstandhowtocreatepositiveclimates..Confirmingmessages认可性信息Method1:Descriptive(use“I”language)Show“you”attitude.HowtocreateYou-attitude？You-attitudeisastyleofcommunicatingthatlooksatthingsfromthereceiver’spointofview,emphasizingwhatthereceiverwantstoknow,respectingthereceiver’sintelligence,andprotectingthereceiver’sego..Communicationattheworkplace2aspects:communicationbetweencolleaguescommunicationbyleadersandmanagers.CommunicationbetweencolleaguesWorkingwithothersisavitalpartofvirtuallyeveryjob.Inanationalsurveyofarchitectsandlandscapearchitects,over75percentoftheseprofessionalsreportedthatthey“always”or“often”workedinteams.Practicingeffectivecommunicationwithyourcolleagueswillimproveyourjobsatisfaction..Understandingtheenvironmentofabusinessorganization,thedefinitionofcommunicationbetweencoworkersandthespecificsofeffectivecoworkercommunicationcanallowforrelationshipsintheworkplacetobeimproved.Effortsmadetostrengthenworkplacerelationshipscanultimatelyleadtoanincreaseinjobsatisfactionandworkplaceefficiency..Problemsyoumayencounterintheworkplace9communicationtipsforyouintheworkplace.(supplementarymaterials).胸大无脑不要紧，脑大无胸最要命。门门测试都得A，不如人家一对C.Communicationbyleadersandmanagers.Leadersandmanagerswiththecapacitytocommunicateeffectivelyareabletoworkdirectlywithpeople.Consequently,therearefewerhiddenagendaandissuesareresolvedatanearlystagebeforetheybecomelong-termproblems.Effectivecommunicationbyleadersandmanagersleadstofewerdirectcontrolsandmoreunderstanding,commitmentandmotivation..1.MotivationAnorganization’smanagement,includingleadersofsmallteams,canusecommunicationtomotivateemployees.Employeeshaveaneedinvaryingdegreesforachievement,powerandasenseofbelongingtotheorganization.Whenanorganizationiswilingtoacknowledgeandprovidefeedbackontheachievementsofindividualsandgroups,jobsatisfactionandperformanceareimproved..Whyisjobsatisfactionandmoraleimportanttoacompany?.Broadlyspeaking,jobsatisfactionisthedegreeofenjoymentthatpeoplederivefromperformingtheirjobs.Ifpeopleenjoytheirwork,theyarerelativelysatisfied;iftheydonotenjoytheirwork,theyarerelativelydissatisfied..Inturn,satisfiedemployeesarelikelytohavehighmorale---theoverallattitudethatemployeeshavetowardtheworkplace.Moralereflectsthedegreetowhichtheyperceivethattheirneedsarebeingmetbytheirjobs.Itisdeterminedbyavarietyoffactors,includingjobsatisfactionandsatisfactionwithsuchthingsaspay,benefits,coworkers,andpromotionopportunities..Companiescanimprovemoraleandjobsatisfactioninavarietyofways.Somelargefirms,forexample,haveinstitutedcompanywideprogramsdesignedspecificallytoaddressemployees’needs..SomeofFortune’s“100bestcompaniestoworkfor”offertake–homemealsforemployeeswhodon’thavetimetocook.Othersprovidepersonalconcierge(门房，管理员）servicestohelpmarriedemployeeswitheverythingfrombuyingbirthdaygiftsandorganizingsocialeventstoplanningvacationsandmaintainingcars..Whenworkersaresatisfiedandmoraleishigh,theorganizationbenefitsinmanyways.Comparedwithdissatisfiedworkers,forexample,satisfiedemployeesaremorecommittedandloyal..Suchemployeesaremorelikelytoworkhardandtomakeusefulcontributions.Inaddition,theytendtohavefewergrievancesandengageinfewernegativebehaviors(complaining,deliberatelyslowingworkerstendnotonlytocometoworkeverdaybutalsotoremainwiththeorganization.Bypromotingsatisfactionandmorale,then,managementisworkingtoensuremoreefficientoperations.Creativemotivation.英一公司要员工全裸上班员工称舒服效率高.Google餐厅...据不完全统计，他们从2007年到2010年，就开发了超过3000种甜品，而菜品的数目则多到无法计算.　　每天的菜单都贴在食堂门口，里边则分为中餐区、西餐区、沙拉区和现做区。举个例子，某天的中餐凉菜是卤鸭翅和酸辣蕨根粉，热菜则有韭黄炒杏鲍菇、温炝双花、盐水鳜鱼、风味羊排等等不下十种，西餐主打的则是“12小时焗牛肩峰配芒果萨萨汁”以及白葡萄汁烩蛤蜊，另配当家比萨，还有六道西式甜品。形式是自助餐，不用刷卡不用付费，吃多少悉听君便。.每一盘菜都有自己的标签。“画一颗星的是烹饪温度低于48度，两颗星则是高于这个温度；有猪肉的菜，我们会画一只小猪，提示穆斯林员工；菜里加了酒，我们会加‘酒杯’的标志；加了奶，就有‘奶瓶’的标识；如果有蚝油或者蛤蜊、虾等，我们会画一个小螃蟹，对贝壳类过敏的员工就会了解.Flexibleworktime弹性工作时间.年会上发“苹果笔记本”.奥运会员工福利通知为感谢大家的辛苦付出，公司决定在奥运月提供如下福利:一.奥运期间，每天提前2小时下班。二.奥运期间活动如下:1.凡猜对中国奖牌数者:送Newipad一部(菜扳啊!!!)2.如刘翔夺金牌:每人小米手机2代一部(上市后兑啊!)3.如李娜夺金牌:女员工500元瘦身SPA券。.4.如射击夺首金:男屌丝500元俏江南情侣券。5.转发老板奥运微博并@5位好友:每人500G移动硬盘6.8月12日(奥运闭幕):全公司钱柜KTV通宵!三.如刘翔再破记录，Boss王将在8层脱光裸奔，欢迎集体围观!.沃尔玛公司总部设在美国阿肯色州本顿维尔市，公司的行政管理人员每周花费大部分时间飞往各地的商店，通报公司所有业务情况，让所有员工共同掌握沃尔玛公司的业务指标。在任何一个沃尔玛商店里，都定时公布该店的利润、进货、销售和减价的情况，并且不只是向经理及其助理们公布，也向每个员工、计时工和兼职雇员公布各种信息，鼓励他们争取更好的成绩。.沃尔玛公司的股东大会是全美最大的股东大会，每次大会公司都尽可能让更多的商店经理和员工参加，让他们看到公司全貌，做到心中有数。萨姆.沃尔顿在每次股东大会结束后，都和妻子邀请所有出席会议的员工约2500人到自己的家里举办野餐会，在野餐会上与众多员工聊天，大家一起畅所欲言，讨论公司的现在和未来。..中美员工对需求的排序：美国职工的前6位需要依次为：能有所作为，获得自我实现感；能作出成绩、获得成就感；能发挥才能；能从事具有挑战性的工作；能做有意义的工作；工资和奖金比较高中国员工的前7位需要是：工资和奖金比较高；能发挥才能；能有所作为；获得自我实现感；福利待遇较好；能体现个人价值；工作有保障，职业稳定.Howtoaskforaraise?.Situation1C:couldwehaveachatwhenit'sconvenientforyou?K:sure,youcandropbymyofficeinhalfanhour.C:mayIcomein?(Halfanhourlater)K:yes,whatdoyouwanttotalkabout?C:couldwepossiblydiscussmysalary?K:sure,goahead.What'sonyourmind?C:firstofall,IwantyoutoknowthatI'mreallyenjoyingworkingforourcompany.Whatdoyouthinkofmyjobhere?K:well,youaredoinganexcellentjob..C:thankyou.I'mworkinghardeveryday.I'dliketotalkaboutmyprospectsandseeifthere'sthechanceofreceivingaraise.K:well,youdeservemore,butifIgiveyouaraise,theneveryoneinyourdepartmentshouldalsogetone.That'stoomuch.C:Iunderstandyourconcerns.K:couldyouconsiderotherbenefitsthecompanymayfindeasiertoaccommodate,morepaidholidays,forexample?C:ok,thankyouforofferingthat..Situation2K:couldwepossiblydiscussmysalarysometime?P:sure.K:firstofall,IwantyoutoknowthatIreallylikeworkingforthiscompany.DoyouthinkI'mdoingagoodjobhere?P:well,youareaveryhard-worker.K:Itryveryhard.Theproblemis,mysalaryjustisn'tenoughtoliveon.NowthatIhaveawifeandachildtosupport,wehardlyhaveenoughmoneyforfoodandrent.P:therearetryingtimesforeveryone.Whatdoyoupropose?K:Icouldreallyusea5%rise.P:that'squiteabit.IfIgiveyouaraise,I'mgoingtohavetogiveeveryonearaise..K:listen,ifyougivemearaise,I'lltakeonextraresponsibilities.P:thatsoundsreasonable.Howaboutthis,fromnowon,youcanberesponsibleforscheduling.Thatmeansthatifyoucan'tfindsomeonetocoverashift,thenyou'llhavetodoit..K:that'sfine.DoIgetover-timeforanyextrahoursthatIwork?P:ofcourse.It’sbeingagainstthelawifwedidn't.K:thatsoundsgoodtome.Ireallyappreciateit.P:youarewelcome.ComeinearlytomorrowandI'llshowyouhowtodothescheduling..Pleasesolvetheproblemsinthefollowingtrickysituations.Acolleagueasksyoutorecommendhimforapromotion.Youknowheislessthanadequate.Infact,you’vehadtocompletehisworktomakedeadlines.Whatwouldyoudo?Situation1.Situation2Yousuperviseagroupofsixprofessionals.Youwerepromotedfromwithintheirranks.Eachhasworkedatthejoblongerthanyou,butyouhavemoreformaleducation.Thegroupisnowsabotaging（破坏）youreverymove.Whatwouldyoudo?.Yourbossblocksyoufrommakingimportantchangesinthewayyouprocesscustomers.Threeclientshavetoldyoutheyplantouseacompetitor’sservice.Youtalkedtoyourboss,butherefusestomakethechangessaying,“thisisthewayit’salwaysbeendone.”Situation3.Youknowyourbossiscoastingtoretirement（临退休）andnotinterestedinrockingtheboat（安于现状）.Duringaninformalfunctionyouseeyourboss’sbossandhaveanopportunitytoshareyourconcerns.Whatwouldyoudo?.Howmanytimesandinhowmanywaysdoweencounterthesestickysituationsatwork?Whetheroursituationinvolvesacolleague,ourstaff,ourboss,oraclient,eachofusfacesofficedilemmas.Whatwedoandhowwerespondcanmakeorbreakourcareers..successfulpeopleskills–theabilitytocommunicateeffectivelyinanysituation—propelgoodleadershipandteamwork.Theabilitytosayitjustrightthefirsttimewithoutregretsandsecondthoughtsenablesleaderstoclimbuptheladder.We’veallknownandseenleaderswhohavethisskill.We’vewatchedthemandthought.“IwishIcouldbelikethat!”or“howdidsheknowexactlywhattosay?”.Confidenceisthewordthatoftencomestomind.Thesepeopleappearconfidentinwhattheysayandhowtheysayit.Thatconfidenceinspiresandattractsus..situation3:howtodealwiththedeadline?.ConversationanalysisThenatureofalltheproblemsencounteredbyinternationalbusinessmenmaybeperceivedasaconflictbetweenthebasicvaluesheldbytwoormoregroupsofpeople.Theproblemsandmisunderstandsoccurbecauseoftheethnocentricattitudesofmembersofeachgroups,whotakeforgrantedthattheirvalues,arecorrectandthebest..Therefore,toenforcethechancesforsuccessfullyunderstandingtheculturalenvironmentofinternationalbusiness.Itisimperativethatweexamineculturalvaluesaswellasourownthinking..