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1、分类号 密级 U D C 编号 本科毕业论文(设计) 题目 浅谈商务沟通的重要性The Importance of Business Communications系 别 继续教育学院 专 业 名 称 商务英语 年 级 学 生 姓 名 学 号 指 导 教 师 二0一0年十一月Acknowledgements: I would like to give my sincere thanks to my supervisor Prof. LI Qiong for teaching me how to write my research paper and helping me generously t
2、o revise it. Meanwhile, I want to thank the College Library from which I got enough useful information, with the help of which I finished my paper. And also I would like to thank all my classmates who gave me lots of helpful suggestions.Abstract：As process of global economic integration accelerated,
3、 international business activities in China, also become increasingly frequent since add the WTO, foreign trade has been boost Chinas rapid development of economy. Therefore, how to handle the various foreign business activities will be many people engaged in international business activists are mor
4、e and more concerned about the problem. This article from the business form of communication skills, techniques and importance of spread, narrates the business exchange peculiar characteristics, how to deal with communication barriers and how to realize reach efficient business communication.Key wor
5、ds: International business; Communication skills; Communication features摘要：随着全球经济一体化进程的进一步加快，国际商务活动也日益频繁，自从我国加WTO，外贸一直拉动中国经济飞速发展。因此，如何处理好各种涉外商务活动就成为许多从事国际商务活动人士越来越关心的问题。本文从商务交流的形式技巧、技巧和重要性展开，详细叙述了商务交流中特有的特征、如何处理交流中遇到的障碍和如何认识达成高效的商务交流。关键词：国际商务；交流技巧；交流特征 ContentsAcknowledgments Abstract摘要1. Introducti
6、on12. The Basic Concepts of Vocabulary23. The classification of business communications33.1 Oral business communications 33.2. Colleague and customer communications:43.2.1 Problem communications53.2.2: Communicate with my boss:63.3 business written communication 73.4 Cross-culture Business Communica
7、tions 83.5 business communication methods94. Analysis crisis communications and media communications105. Communication features116. The importance of business communications126.1 How to respond to each other proposals 137. Conclusion 14Bibliography151. IntroductionBusiness communication refers to co
8、mmunicate in business activity, negotiate process. Its effect to see personal diathesis, experience, (including command of English, strain capacity, affinity, integrity, influence and so on too much) the company strength factors.Business communications role to promote business between friendly conta
9、cts between the two sides, but also promote the economic development of business, business communications is benefit foundation, have no business communications lai2 economic interests development.Communications is a very basic， but big science, people get along with every aspect to communications,
10、including in our work and leadership, and colleagues, with the customer, in the life with family, with a friend and with all other to come into contact with people. For whatever else, first is only in work between business communications with customers to summarize, talk about personal to think more
11、 effective several techniques for your reference and hope you to give the criticism, and puts forward suggestions.Communications is not everything, but no communication is nothing. To promote business between business communications, but also promote the friendly exchanges between the economic devel
12、opments of business, business communications is benefit foundation, have no business communications lai2 economic interests development. Normally, in our daily communications with colleague customer nonverbal communications of information occupy a large part. We posture, facial expressions, shruggin
13、g, body swinging, sigh, smoothing hair etc all can send a strong message, and their common characteristic is all the information through visual communications. Human beings are born with the ability to distinguish between visual signals. However, with the development of technology such as communicat
14、ions satellite, cable TV, Internet to make information in the global 24 hours non-stop spread. Communication with each one of us is closely related, such as shadow photograph, was like peas and carrots.2. The Basic Concepts of Vocabulary Communication is a common use of the word. For what is communi
15、cation, can saying is twittering. Statistical results show that the meaning of have more than 100 kinds of communication.In English, communication from Latin roots to, to the meaning of this word is mutual, common meaning. Comprehensive analysis of communication 100 variety definition, generally the
16、re are two views is more common. One kind is to convince pie view, namely to emphasize information of monomial spread and delivery. As Simon thinks, communication can be seen as a kind of program, take this procedure, every member of the organization, which decided by opinions or premise, transmitte
17、d to other relevant members. Another kind is sharing pie view, namely think communication is information senders and information recipients sharing information process, emphasizes the information transmission biphasic.3. The classification of business communications3.1 Oral business communicationsOr
18、al business communications including speech, reports, negotiation, conversation and so on. If you are prepared, and effectively express, people are willing to listen to and remember that you want to express the content.Many people fear that stage speak, but if you want to succeed must strive for eac
19、h an opportunity to speak. Almost all the businessmen are very impressive public speaker. And excellent speech had a common feature is concise and with the least amount of language articulate meaning.Introduces himself: usually webmasters may not know you, in this case you can prepare a brief self-i
20、ntroduction, attach photos, let host rapid understanding, thus more accurate introduction to the audience.Collecting materials: as possible, then choose collect data is the best to express the meaning of material, material not overmuch lest cause confusion. If prepared detailed copy material words p
21、lease dont before the speech to the audience.Visual aids: considering whether to prepare PPT and, if necessary, to speak is to carefully prepared before check the equipment is normal or not.Choose speech venue: it is in environment, seat, place, microphone to choose the familiar and comfortable venu
22、es will help to play speaking skills.Speech length: choose the appropriate length, viewers dont like harangue.Lecture content: in the preparation of speech process must remember to attract audience, is the content that the audience. Because people focused time is limited, so the eyes love that conte
23、nt should not be too long.Practice: speech before should make preparations, a mirror to constantly drills, can record up to his speech, and listen to what needs to be improved, judge whether speak too fast. Anyhow, practice makes perfect, more practice, can make you up more confident.3.2 Colleague a
24、nd customer communicationsIn business communications, we often can see the information being misunderstood or failure of communications way causes originally willing to cooperation and mutual understanding between the colleagues contradictory. Similarly, failure to communicate yes customer relations
25、 tension even deteriorated.Unspoken Message, in fact, our daily communications nonverbal message occupies a large part. We posture, facial expressions, shrugging, body swinging, sigh, smoothing hair etc all can send a strong message, they all have in common is through visual communications. Human be
26、ings are born with the ability to distinguish between visual signals.In the commercial activity, people dress sent a strong non-verbal information. You can go through a persons clothes discern its nationality, cultures and societies. If you want to communicate effectively must pay attention to these
27、 non-verbal information.Communicating Sensitively, it is well-intentioned communications may also cause colleague the relationship broke down. For example, the personnel department colleagues tried to win the company employee holidays to a restaurant discount, but in published news unfortunate missp
28、elled consulting telephone. When you find the ring of goodwill after reminding, but if other mistakes pointed directly, can make each other sensitive to think that you are using his little mistake intentionally embarrass her. Effective communications method is calling to thank him for everyone get d
29、iscounts, said for discount is seen not easy to tell him that you have entered the restaurant and feel very satisfied, then mentioned casually that wrong telephone number and pointed out that maybe he had discovered, finally looking forward to future welfare and thank you again. Do you promote with
30、the colleague pleasant relations.3.2.1 Problem communicationsProblem we will face the friendly communications object even intentionally seek chi, such as competitors, the dissatisfy customer, regulators or media, etc. At this time of communications becomes more complicated. Now in the trading market
31、, customer has multiple choice, if your response to their dissatisfaction, they will soon choose other products. So face the friendly communication object, remember to they encounter sympathy and understanding.Keep cool. Ten million cannot on customer temper, once angry, the situation would hard to
32、control.Listen carefully. Patiently listen to customer complaints and sympathy and understanding.Dont assume. Dont think you know, customer all know. Customer may not understand that professional knowledge.Clearly explained . Clearly explained the problem to the customer, want to patient explanation
33、 until the other understand. Speak clearly. Speed slow, pay attention to pause, do not use vocabulary and long sentences.Asked about the specifics. Detailed questions about the details of the problems the product improvement, perhaps to help.Verify information. Note left of name of customer contacts
34、 and said it would reply earnestly survey.Have a good ending. Finally ask whether also need other help, do not be eager to hang up or send each other.3.2.2 Communicate with my bossBoss is not always true, but he is always boss. The most difficult thing in the world is one of how reported to the boss
35、 he didnt want to hear the news, the communication with the boss can follow the following skills: listen - no matter how much you exquisite idea, the first to listen to the boss says. Ask some questions let boss have the opportunity to show their experience and ability. Gently lead boss talked about
36、 you want to say. Request to provide advice - no matter your plan has much more perfect, the boss after all is the boss, modest asked his boss provide opinions and carefully record. Your own ideas into others or everyones idea - when you put forward some bold idea to avoid when use I think. But with
37、 we think. Or do you think if. will better. Clearly explain - the memory is limited, you must choose important several ideas and repeat, clearly explain until the other understand and remember. Request again for an opinion - express oneself idea after finish, ask your boss comments are given advice.
38、 Offered change - and initial ideas are not perfect, have to hold active modifications attitude continuous improvements. Check - and check whether my boss really understand your idea, can repeat or ask the boss again and feedback. Follow-up action - a communication doesnt entirely agree, try to do s
39、ome further work can make communication to continue.3.3 Business written communicationBusiness communication not only single now written by means of a paper record files, with the development of technology, E-mail, text information, web pages, electronic digital memory can record communication infor
40、mation. More and more people begin to complain everyday countless E-mail processing. Technology development cant make peoples life simplified instead adds the number of written communication. No matter use which kinds of means, written communication is the fundamental criterion is the same - concise
41、, respect and clear.Content development process: always remember, business information in written communication with the concise the better! Whether written communications or oral communication, only need to illuminate the important information, unimportant information can save a province. In writin
42、g content, a good way is 5W and 1H, i.e., what, why, time (painters), place (where), character (who) and how (how). Specific means:What: nothing had happened or what will happen, or should be what happened, other possible choices or of what may happen.Why: things happen, Why could happen, or Why sho
43、uld happen, or Why should happen, should not happen.When: things happen time, no occurrence of time or of the imminent time.Who: Who participated in, who has not participated in or who is involvedWhere: things took place. A took place or will take place.How: things did that happen, why not happened
44、or what will happen.Written communication in a variety of forms. Brief directory list, up to hundreds of pages of files, letters, memos, agenda, meeting minutes, proposal, biography, applications for the position, quotation, etc. Overall, written communication to achieve simplicity.Content suitableM
45、entioned information must be correct3.4 Cross-culture Business CommunicationsWith the globalization of economy deeply, you will face the business partners from all over the world, and perhaps you use the same language communication such as English, but because from different cultural background, may
46、 produce many misunderstandings and cultural conflict.Everyone at the same time, do not belong to several culture is the only country to judge according to, and age, gender, regional languages, hobbies, and participate in community and other factors, so it is difficult to put a man into a cultural c
47、ategory. In business communication, and on the basis of nationality gives a person put those slick on the country culture description is very dangerous. Remember that each person is different, everybody should be treated differently.Business communication image in cultural forms of expression: the concept of time and punctuality - different cultures attitude toward time difference is very big. Nordic people demands on time very precise, punctual concept is very strong. And the Spaniard or
