Business Communication(商务沟通、管理沟通)大纲

Definitions of CommunicationCommunication is process of sending and receiving messages.Communication is a two way transfer of information, idea, concept ,or feelingAs a process, communication has synonyms such as expressing feelings, conversing, speaking, corresponding, writing, and listening and exchanging.Communication ProcessCommunication 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 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 expectationUnderstand your audience interests and expectationCommunication makes demandsCommunication 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 communicationWritten communicationNon-verbal communication: “ without the use of words” . 非语言沟通Facial ExpressionBody motionsAppearanceA variety of other symbols, signs and behaviorsThe importance of communicationCommunication 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 youBusiness 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 communicationManager 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 communicationBusiness communication is a dynamic, multi-channeled process, which covers internal as well as external communication in a given organization. Organization structureInternal 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 CommunicationRule 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 visitorsStand up and Shake handsWarm facial expressions and eye contactKnow who the guest isIntroduce the third partyOffer seat and coffee/tea/drinkStart with small talkThe considerations in downward communicationShow the employee respectUnderstand the concerns of employeesIncrease 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 communicationConsideration and respectHelp yourself by helping others.Think Win-WinExternal communicationExternal 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 CommunicationFacilitating cooperation with groups such as suppliers, investors, and shareholdersCreating a favorable corporate imageRetaining old customers and attracting new customersFormal 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 CommunicationSeriousnessExactnessPreparation for formal communicationGood topicGood designingRich collection of figures and factsGreat effortsInformal 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:UnpredictabilityCross-level involvementThrived by active “ messengers”Message distortionDisadvantage of informal communicationInformal 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 CommunicationInformalUsually used with friends and familyContains shortened version of wordsContains slang wordsFormalUsed in a Professional SettingNo SlangPronounce words correctlyUnit TwoI. Understanding Nonverbal CommunicationA spoken message is always sent on two levels simultaneously, verbal and non-verbal.Verbal communicationNonverbal communicationVerbal communicationrefers to the communication that is carried out either in oral or written form with use of word.Non-verbal communicationThe 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 communication1) 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 communicationProvide a better interpretation.A great deal of meaning is conveyed by non-verbal means which always accompany oral discourseSeem to be trustable because they usually occurs unconsciously.Use Positive body languageOpen, friendly gestureElegant sitting/standing positionMore sustained eye contactSmileMajor types of Nonverbal CommunicationFacial 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 expressionEyesEyebrowMouthDuring oral communication, facial expressions change continually and are constantly monitored and interpreted by the receiver.Avoid poor postureAvoid 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 fistsAvoid sitting with legs crossed so that the sole of foot is exposed toward someoneConfident and open postureDo stand and sit in upright position and proud to be you !Lean forward while listening.How to develop a favorable voiceSteps:Record yourselfIdentify 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.。