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1、商务英语沟通与技巧Business English Communication and Skills,商 务 沟 通Business Communication,第一章 Chapter 1,Chapter1 Business Communication,ObjectivesIntroductionContentSummaryExercise and training,To understand what communication is;To know the major purpose of communicationWhat are the four levels of communica
2、tion To compare the communication flows in organization,知识点,技能点,To explore the use of words,tone of voice,and body language in communicationLearn techniques to manage and ensure proper communication.,Program Objectives,In what ways do animals communicate?The ways of animal communication The ways and
3、 purposes of animal communication?Basics of human communication What is communication?Can you find a Chinese equivalent to the English word“communication”?,Introduction,Major Contents,1.1 The definition of Communication 1.2 The purpose of communication1.3 The process of Communication 1.4 Levels and
4、types of Communication1.5 Communication Barriers and Overcoming Barriers,1.1 The Definition of Communication,1.What is Communication?,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。,Communication is sending or receiving ideas,thoughts or feelings from one person to one or more persons in such a way that,
5、the person receiving it understands it in the same way the sender wants him/her to understand.,2.Definition of Communication(1 of 2),The exchange of thoughts,messages,or the like,as by speech,signals or writing.To express oneself in such a way that one is readily and clearly understood.,2.Definition
6、 of Communication(2 of 2),Communication is shared feelings/shared understanding.If you can honestly achieve that goal,you are communicating.,What is Communication?-Conclusion,SENDER,RECEIVER,Feedback,receiver,sender,Communication is the process of sending and receiving information among people,Mediu
7、m,Encode,Decode,1.2 The Purpose of Communication,The Purpose of Communication,People communicate to satisfy needs in both their work and non-work lives.People want to be heard,to be appreciated and to be wanted.They also want to accomplish tasks and to achieve goals.Obviously,then,a major purpose of
8、 communication is to help people feel good about themselves and about their friends,groups,and organizations.,1.3 Communication Process,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,SENDER,MESSAGE,CHANNEL,RECEIVER,Context,FEEDBACK,The Communication Process沟通的过程,Th
9、e person initiating the communication,or broadcasting the message.,The specific set of words,gestures and images that the sender uses to convey what he or she wants to say.,The channel through which the message moves.,Receivers(or the audience for the message)-from whom the receiver often expects a
10、response.,The response from the receiver to the sender.,Source:Why to communicate?What to communicate?Usefulness of the communication.Accuracy of the Information to be communicated.,Process Of Communication,Encoding:The process of transferring the information you want to communicate into a form that
11、 can be sent and correctly decoded at the other end.Ability to convey the information.Eliminate sources of confusion.For e.g.cultural issues,mistaken assumptions,and missing information.Knowing your audience.,Written Communication ChannelsLetters,e-Mails,Memos,Reports.,Verbal Communication ChannelsF
12、ace-To-Face meetings,Telephones,Video Conferencing.,Process Of Communication,Strengths and WeaknessesVerbal Communication:Strength-Role of Body Language.Weakness-Not possible to give long list of directionsWritten Communication:Strength-A proof of a communication Weakness-Written words does not show
13、 a persons actual feelings.,Process Of Communication,EFFECTIVE DECODING:Listen actively,Reading information carefully,Avoid Confusion,Ask question for better understanding.,Process Of Communication,The audience or individuals to whom we are sending the information.THE INFLUENCE FOR RECEIVER:The prio
14、r knowledge can influence the receivers understanding of the message.Blockages in the receivers mind.The surrounding disturbances.,FEEDBACK(反馈):Feedback can be:Verbal Reactions and Non-Verbal Reactions.Positive feedback and Negative feedback.,Process Of Communication,CONTEXT:1.Various Cultures(Corpo
15、rate,International,Regional,etc)2.Language3.Location or Place(Restaurant,Office,Auditorium,Room,etc)4.SituationThe sender needs to communicate the context to the receiver for better clarity in the communication process.,Process Of Communication,Communication Game,RULE:Make a group of Four.Sequential
16、ly assign a number to every individual.1 representative Pick up on chit from the lot.Memorize the sentence and return the chit.Go back and utter the sentence to the 2nd person.No one else should hear the sentence.Then the 2nd person should utter it to the 3rd person and so on.The last person should
17、announce the sentence to all.And 1st person reads the chit.,What Did We Learn?,Only verbal communication can create chaos while it reaches the last person.Every persons thought process influences the individual understanding.So be an active listener.,1.Types of Communication,1.4 Levels and types of
18、Communication,(1)Written Communication(2)Oral Communication(3)Mixed Communication,1、Written Communication,LettersMemos备忘录 EmailReports/White PapersWeb sitesPromotional MaterialsOther written documents,2、Oral Communication,MeetingsConference callsPhone callsPresentationsVideo or audio recordingsOther
19、 forms of oral communication,3、Mixed Communication,Web sites PowerPoint presentations(spoken and written communication)Performance reviews,2.Four levels of Communication,1、Intrapersonal Communication 2、Interpersonal communication 3、Group communication 4、Organization Communication,1.5 Communication B
20、arriers,Isnt it annoying when people dont seem to understand where youre coming from,or when they just dont get the message youre trying to communicate?Unfortunately,certain barriers to effective communication cause these things to happen quite often.,1.5 Communication Barriers,Barriers to effective
21、 communication can take on different forms.They can be physical,psychological or even emotional.Below are some examples that you might want to avoid in the future.,1.Communication Barriers,Anything that prevents successful communication from occurringComplex and multi-layeredCan be technical or gene
22、rated by the medium used,etc.but:Main problem is human behaviour and psychology,e.g.,1.Communication Barriers,Perception and languageRestrictive environmentsDistractionsDeceptive tacticsInformation overload,1.Common communication problems,Information not getting to the right peoplePoor written commu
23、nication Emails that create negative reactionsUnorganized meetings,2.Overcoming Barriers,Adopt audience-centered approachFoster open communication climateCommit to ethical communicationCreate lean,efficient messages,Case Study 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，
24、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：how do the managers promote the information to convey in the right way and correctly？,Campus experience,Discuss with your partner about how
25、you listen to each other effectively and the suggestions?And how to improve the skills of active listening?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？,Practice and Training,Communication PurposesCommunication ProcessCommunication ContextTypes of CommunicationCommunication Barriers,本章小结,【Exercises】,1.Defin
26、e communication and list down its purposes2.What the four levels of communication are and explain each.3.Describe the factors in group communication and explain each.4.Explain the three communication flows5.What are the factors to be considered in an upward communication?6.Differentiate“verbal and“non-verbal communication7.What are the two distinct goals“maintenance goals”?,
