Business Communication(商务沟通、管理沟通)大纲

Definitions of Communication

Communication is process of sending and receiving messages.

Communication is a two way transfer of information, idea, concept ,or feeling

As a process, communication has synonyms such as expressing feelings, conversing, speaking, corresponding, writing, and listening and exchanging. Communication Process

Communication is the process of sending and receiving messages. The communication process involves six basic steps.

Communication is a dynamic 动态的, transactional (two-way 双向的) process that can be broken into six phases.

1. The sender has an idea. You conceive 构想 an idea and want to share it.

2. The sender encodes 译成密码 the idea. .You decide on the message ’s form (word, facial expression, gesture), length, organization, tone, and style, which all d epend on your idea, your audience, and your personal style or mood.

3. The sender transmits 传输 the message. To physically transmit your message to your receiver, you select a communication channel (verbal or nonverbal, s poken or written) and a medium (telephone, letter, memo, e-mail, report, face-to-face exchange).

4. The receiver gets the message. For communication to occur, your receiver must first get the message.

5. The receiver decodes 破译 the message. Your receiver must decode (absorb understand and mentally store) your message.

6. The receiver sends feedback. After decoding your message, the receiver responds in some way and signals that response to you. This feedback lets you evaluate the effectiveness of your message.

Element of communication 沟通的要素

Channel And Medium Six-Phase Process Phase 1: Sender Has an Idea Phase 3: Sender Transmits Phase 2: Sender Encodes Idea Phase 6: Receiver Sends Feedback Phase 4: Receiver Gets Message Phase 5: Receiver Decodes The Communication Process

Goal: What result do you seek?

Audience: Define your audience.

Context: Communication occurs in a special environment.

Message: What message will achieve your goal.

Media: Which medium will convey your message most effectively?

Feedback: Communication is not an act but a process.

Goal of communication目标

The message is received. The message is understood.The message is accepted.Receiver responds to the message. 沟通目标四个层次；

1、信息被对方接收

2、信息不仅是被传递到，还要被充分理解

有效的沟通应该是接受者感知的信息应与发送者发出的信息完全一致

3、所传递的信息被对方接受

是沟通目标的更高层次,是我们追求的目标。

4、引起对方反响。

沟通的目的不是行为本身，而在结果，如果对方在理解、接受我们传递的信息，能够改变行为和态度，那么沟通可以产生预期的结果，这是沟通目标最完美的体现。

如果我们不能实现以上四个目标中的任何一个，说明沟通的失败。Fundamental communication principles沟通的基本原则Communication is https://www.360docs.net/doc/4f11161702.html,munication is expectation. Communication makes demands.

Communication is perception知觉

Always ask question “ Can the audience receive it”“Can they understand it?”Only what has actually been understood will have been communicated. Communication is expectation

Understand your audience interests and expectation

Communication makes demands

Communication always demands the recipient 容易接受do something. Types of communication 沟通类型

Verbal communication : ?° through the use of words?±语言沟通Oral communication

Written communication

Non-verbal communication: “ without the use of words” . 非语言沟通

Facial Expression

Body motions

Appearance

A variety of other symbols, signs and behaviors

The importance of communication

Communication is important to business.

Deliver information交付信息

Stronger business relationship .

Increase productivity提高生产率

Encourage participation of employee鼓励雇员参与

Stimulate creativity within the organization 刺激组织内的创造力

The importance of communication to you

Business needs good communicators.

Communication skill is one of the most essential job requirement.

High correlation高度相关between communication skill and career success. Manager and communication

Manager must be able to communicate easily and efficiently.

Most of managerial tasks s required communication to succeed.

Call the meeting, write the memo; initiate the conversation; send the E-mail; give the speech.

Understand Business communication

Business communication is a dynamic, multi-channeled process, which covers internal as well as external communication in a given organization. Organization structure

Internal communication 内部沟通

The communication takes place within a given organization .

This is the communication among the business’s workers that is done to implement the business’s operating plan. Upward Communication 向上 Downward Communication 向下 Horizontal Communication 平行

Upward communication is information flow from the lower levels of a hierarchy 层级 to the upper levels.

Communication upward, while necessary and valuable, does contain risks.

The Rules of Upward Communication

Rule 1: Keep the top management regularly informed.

Rule 2: Don't be too pushy. Please give some time to think. Rule 3: Only bring matters that you really can't resolve.

Rule 4: Don't leave out the bad points because you want to look good.

Rule 5: Do your homework before you come. Offer at least three options for every problem.

Downward communication flows from the management to the subordinates, from policy makers to operating personnel, or from top to bottom on the organization chart.

Downward communication plays the leading role in internal communication.. Break off the current work to welcome the visitors

Business communica tion

Internal communica tion External Communica tion

Downward Upward With public With individuals

Horizontal

With other

organizatio ns

Stand up and Shake hands

Warm facial expressions and eye contact

Know who the guest is

Introduce the third party

Offer seat and coffee/tea/drink

Start with small talk

The considerations in downward communication

Show the employee respect

Understand the concerns of employees

Increase Management transparency 管理的透明度

Minimize uncertainty and vagueness含糊

Horizontal communication refers to information exchange between department or functional units功能单位. Horizontal communication takes place on the same level in an organization.

Consideration in horizontal communication

Consideration and respect

Help yourself by helping others.

Think Win-Win

External communication

External communication is the exchange of information and messages between the organization and the outside institutions and persons concerned . External communication includes the fields of PR, media relations, advertising, sales and marketing management.

Goals of External Communication

Facilitating cooperation with groups such as suppliers, investors, and shareholders

Creating a favorable corporate image

Retaining old customers and attracting new customers

Business

communicat

ion

Internal communicat ion External Communica tion

Formal Formal

Informal Informal

Formal communication refer to such communicative activities as business talk, a speech, a presentation, a business letter , a memo, etc.

Formal communication are used when the matter is serious or important.

It has a direct impact both on its internal activities and on its external image to the public.

Formal Communication

Seriousness

Exactness

Preparation for formal communication

Good topic

Good designing

Rich collection of figures and facts

Great efforts

Informal communication is called “ grapevine”, takes place in almost all organizations and at all levels due to the individual needs of the members of an organization.

Informal communication has following feature:

Unpredictability

Cross-level involvement

Thrived by active “ messengers”

Message distortion

Disadvantage of informal communication

Informal communication contains facts, deceptions, rumors and unclear data. The informal channels of communication may transmit completely imprecise information that may harm an organization.

Formal vs. Informal Communication

Informal

Usually used with friends and family

Contains shortened version of words

Contains slang words

Formal

Used in a Professional Setting

No Slang

Pronounce words correctly

Unit Two

I. Understanding Nonverbal Communication

A spoken message is always sent on two levels simultaneously, verbal and non-verbal.

Verbal communication

Nonverbal communication

Verbal communication

refers to the communication that is carried out either in oral or written form with use of word.

Non-verbal communication

The communication which is not carried out in words.

Non-verbal communication includes facial expressions, eye contact, voice quality, gestures, and body movements.

It may also include the way we wear our clothes or attitudes towards space and time.

Classification of non-verbal communication

1) Body Language (体态语)

2) Paralanguage ( 副语言)

3) Object language (客体语)

4) Environmental Language(环境语)

1) Body Language (体态语): 基本姿态（姿势和身势）、基本礼节动作（如握手、亲吻和拥抱、微笑、体触、女士优先的礼节动作等）以及人体各部分动作（如头部动作、面部动作、目光交流、臂部动作、手部动作、腿部动作等）所提供的交际信息

2) Paralanguage ( 副语言): 沉默、话轮转接（turning taking）和各种非语义声音

3)Object language ( 客体语): 皮肤的修饰、身体气味的掩饰、衣着和化妆、个人用品的交际作用，家具和车辆所提供的交际信息

4)Environmental Language(环境语): 空间信息（如拥挤、近体距离、领地观念、空间取向、座位安排等）、时间信息、建筑设计与室内装修、声音、灯光、颜色、识标等

The importance of non-verbal communication

Provide a better interpretation.

A great deal of meaning is conveyed by non-verbal means which always accompany oral discourse

Seem to be trustable because they usually occurs unconsciously.

Use Positive body language

Open, friendly gesture

Elegant sitting/standing position

More sustained eye contact

Smile

Major types of Nonverbal Communication

Facial Expressions:Facial expressions usually communicate emotions. The expressions tell the attitudes of the communicator.

There are six basic emotions: surprise, fear, disgust, anger, happiness, and sadness. The face is the primary source of emotions.

Facial expression

Eyes

Eyebrow

Mouth

During oral communication, facial expressions change continually and are constantly monitored and interpreted by the receiver.

Avoid poor posture

Avoid closed body postures, like arms folded across chest.

Avoid hiding your hands and palms.

Avoid extraneous body movements that do not positively support what you are saying.

Avoid feet Fidgeting and clenched fists

Avoid sitting with legs crossed so that the sole of foot is exposed toward someone

Confident and open posture

Do stand and sit in upright position and proud to be you !

Lean forward while listening.

How to develop a favorable voice

Steps:

Record yourself

Identify where you need to improve by listening.

Pay attention to common problem.

Practice your new speaking voice.

Tips:

Try asking a close friend’s opinion on your voice, both before and after you try to change it.