New 商务与管理沟通PP..

Chapter 1

Communication Ability = Promotability The Managerial Functions of communication The Cost of Correspondence Benefits of Improving Correspondence Criteria for Effective Messages Trends in Business and Administrative Communication Layout of business letter
Letter sample


Northwest Import and Export co., Ltd.
151 Bay street, San Francisco, Ca 81153 Tel:(650) 405-7849 web-site: www. northwest. Com Mar.1, 2009 Mr. Henry Wang Sales manager Yantai Import and Export co., ltd. 15 Ying Chun Road, Yantai city, Shandong Province, P.R. China 264005 Dear Mr. Wang I am writing to inform you that the goods under Contract No. 123 has been shipped and the estimated arriving time is Apr.5,2009. The B/L No. is Cosco 20093089. Please get ready for taking delivery of the goods. Please contact me for further questions about shipping .
Criteria for Effective Messages



Clearness Conciseness Courtesy Completeness Correctness Building goodwill
Major criteria
Minor criteria
Trends in Business and Administrative Communication
Communication Ability = Promotability
Reading critically Write critically Make presentation critically
Job-hunting Job-hopping Career advancement
The Managerial Functions of Communication

Management structure
Top manager President vice president
Middle manager
Department head
front line manager
Supervisor/section chief
The Cost of Correspondence

Cost of money Cost of efforts Cost of time Cost of goodwill
Benefits of Improving Correspondence

Save time Make your efforts more effective Communicate your points more clearly Build goodwill
Positive Empto create positive emphasis. 1.Avoid negative words and words with negative connotations 2.State information positively. Focus on what the reader can do rather than what the reader can not do. 3.Justify negative information by giving a reason or linking it to a reader benefit. 4. If the negative is truly unimportant, omit it. 5. Put the negative information in the middle and present if compactly.
Tone, Power, and Politeness
e courtesy titles for people outside your organization whom you don’t know well 2. Be aware of the power implications of the words you use. 3. When the stakes are low, be straightforward. 4. When you must give bad news, consider hedging your statement.
Positive Emphasis

In most cases, positive information should be emphasized in order to make the reader happy. It shows that the writer is confident, having enough ability to solve critical problems.
Layout of Business Letter
1.Two forms blocked style (平头式) semi-indented style （混合式）
2. seven major parts letter head （信头） date （日期） inside name and address (信内行名和地址） salutation （表示敬意的称呼） main body （正文） complimentary close （表示敬意的结尾） signature （签名）





Technology—information overload Focus on quality and customers’ needs Entrepreneurship and outsourcing Team-------cross-functional team Diversity-cultural diversity Globalization Legal and ethical concerns----labor contract law Balancing work and family---focus on people Job Flexibility Rapid rate of change----keep on learning
You-Attitude

Definition
You-attitude is a style of writing that looks at things from the reader’s point of view, emphasizing what the reader wants to know, respecting the reader’s intelligence, and protecting the reader’s ego
Part one The Building Blocks of Effective Messages
Chapter 1 Business Communication, management and success Chapter 2 Adapting Your Message to Your Audience Chapter 3 Building Good will Chapter 4 Making Your Writing Easy to Read Chapter 5 Planning Composing and Revising






Yours sincerely Mary Lain
Sample letter


Northwest Import and Export co., Ltd.
151 Bay street, San Francisco, Ca 81153 Tel:(650) 405-7849 web-site: www. northwest. Com Mar.1, 2009 Mr. Henry Wang Sales manager Yantai Import and Export co., ltd. 15 Ying Chun Road, Yantai city, Shandong Province, P.R. China 264005 Dear Mr. Wang I am writing to inform you that the goods under Contract No. 123 has been shipped and the estimated arriving time is Apr. 5, 2009. The B/L No. is Cosco 20093089. Please get ready for taking delivery of the goods. Please contact me for further questions about shipping .
How to Create You-Attitude
1. Talk about the reader, not about yourself. 2. Refer to the reader’s request or order specially. 3. Don’t talk about feelings, expect to congratulate or offer sympathy. 4. In positive situations, use you more often than I. Use we when it includes the reader. 5. In negative situations, avoid the word you. Protect the reader’s ego. Use passive verbs and impersonal expressions to avoid assuming blame.

Yours sincerely Mary Lain
Chapter 3 Building Goodwill

You-Attitude Positive Emphasis Tone, Power and Politeness Reducing Bias in Business Communication
Business and Administrative communication
by Kitty O.Locker Ohio State University
Content


Part 1 Part 2 Part 3 Part 4 Part 5
The Building Blocks of Effective Messages Job Hunting Basic Business Messages Interpersonal Communication Reports