商务交流 第七章Business Commincation Essentials - CHAPTER 7
Business Communication EssentialsChap07
CHAPTER 7:WRITING ROUTINE, GOOD-NEWS,AND GOODWILL MESSAGESCHAPTER SUMMARYChapter 7 focuses on writing effective routine messages by applying the three-step writing process that was introduced in Chapters 3, 4, and 5. For a typical business employee, most communication is about routine matters: direct requests, responses to typical business messages, messages of congratulations, and so forth. The direct approach is usually appropriate for these routine messages. Although most routine messages share common attributes, some differences exist, depending on purpose. This chapter provides illustrations and suggestions for writing effective messages, whether they are requests, replies, or goodwill messages. TRANSPARENCIES FOR CHAPTER 7The following transparencies are available in a separate packet:Number ContentTransparency 47 The Three-Step Writing ProcessTransparency 48 Activity 7.1 (improved letter)Transparency 49 Activity 7.2 (improved letter)Transparency 50 Activity 7.3 (improved letter)Transparency 51 Activity 7.4 (improved letter)Transparency 52 Case 1: Above -average solutionTransparency 53 Case 1: Below-average solutionTransparency 54 Case 2: Above-average solutionTransparency 55 Case 2: Below-average solutionTransparency 56 Case 3: Above-average solutionTransparency 57 Case 3: Below-average solutionTransparency 58 Case 4: Above-average solutionTransparency 59 Case 4: Below-average solutionTransparency 60 Case 5: Above-average solutionTransparency 61 Case 5: Below-average solutionTransparency 62 Case 6: Above-average solutionTransparency 63 Case 6: Below-average solutionTransparency 64 Case 7: Above-average solutionTransparency 65 Case 7: Below-average solutionTransparency 66 Case 8: Above-average solutionTransparency 67 Case 8: Below-average solutionTransparency 68 Case 9: Above-average solutionTransparency 69 Case 9: Below-average solutionTransparency 70 Case 10: Above-average solution (page 1)Transparency 70a Case 10: Above-average solution (page 2)Transparency 71 Case 10: Below-average solution1667: Writing Routine, Good-News, and Goodwill Messages 167 CHAPTER OUTLINEUsing the Three-Step Writing Process for Routine MessagesMaking Routine RequestsStrategy for Routine RequestsState Your Request Up FrontExplain and Justify Your RequestRequest Specific Action in a Courteous CloseTypes of Routine RequestsPlacing OrdersRequesting Information and ActionMaking Claims and Requesting AdjustmentsRequesting Recommendations and ReferencesSending Routine Replies and Positive MessagesStrategy for Routine Replies and Positive MessagesStart with the Main IdeaProvide Necessary Detail and ExplanationEnd with a Courteous CloseTypes of Routine Replies and Positive MessagesGranting Requests for Information and ActionGranting Claims and Requests for AdjustmentWhen Your Company Is at FaultWhen the Customer Is at FaultWhen a Third Party Is at FaultProviding Recommendation and ReferencesSending Goodwill MessagesCongratulationsAppreciationCondolencesReviewing Key PointsTEACHING NOTESUsing the Three-Step Writing Process for Routine Messages Apply the three-step writing process to produce effective routine messages: Step 1: PlanningStep 2: WritingStep 3: CompletingMaking Routine RequestsOrganize routine messages by following the direct approach.168 7: Writing Routine, Good-News, and Goodwill MessagesBegin by stating the request up front (first paragraph).Pay attention to tone so that the request is not too abrupt or tactless.Avoid beginning with personal introductions, such as “I am the cu stomer service representative, and I am writing to. . . .”Be specific about what you want.After the main idea, explain and justify your request.Explain why you need certain information.Pose a series of relevant questions, if appropriate, that will help readers provide all the information you need.Close a request with three elements:A specific request for actionYour contact informationAn expression of appreciation or goodwillMany routine business requests fit into one of the following categories: Placing ordersRequesting information and actionMaking claims and requesting adjustmentsRequesting recommendations and referencesWhen writing order messagesOpen with the general requestProvide information about the items you want in a format similar to an actual order formClose with specific information about the delivery address and preferred shipping arrangementsWhen requesting information and actionOpen with a statement of your reason for writingProvide necessary information to justify your requestClose by giving specifics about what you expect, and include a deadline if appropriateWhen making claims and requesting adjustmentsOpen with a straightforward statement of the problemProvide a complete explanation of the details of the situation to help the reader verify your claimClose with a polite request for specific action or state your desire to find a solutionWhen requesting recommendations and referencesOpen with a straightforward request for a recommendationProvide any information about yourself that the reader might use to support a recommendationClose by expressing appreciation and including the name and contact information for the person who will receive the recommendation7: Writing Routine, Good-News, and Goodwill Messages 169 Sending Routine Replies and Positive MessagesRoutine replies and positive messages have four specific goals:To communicate the information or good newsTo answer all questionsTo provide all required detailsTo leave readers with a good impression of the writer and the firm.Follow the direct organizational plan for these messages:Start with the main idea.Include necessary details and explanation in middle section.End with a courteous close.When granting requests for information or actionOpen with the main ideaInclude necessary detailClose with a courteous statementUse carefully worded form messages for replies to similar requestsWhen granting claims and requests for adjustment, a writer must assess what went wrong, why, and who is at fault.When your company is at faultWord the response carefullyDon’t blame an individual or a specific departmentDon’t use lame excuses such as “mistakes will happen”Don’t promise that the problem will never happen againWhen the customer is at fault and you grant the claimOpen with the good newsUse a respectful and positive tone to explain what went wrong so that the customer understandsAvoid lecturing or writing in a condescending toneClose with a positive endingWhen a third party is at fault, choose one of the following options:Honor the claimHonor the claim but explain tht you are not at faultRefer the reader to the third party (usually a bad choice because you don’t satisfy the reader’s needs)When providing recommendations and referencesBe thoroughInclude all relevant detailsInclude compliments as appropriate, always providing examples that highlight the person’s abilitiesAvoid value judgmentsBalance criticisms with favorable points170 7: Writing Routine, Good-News, and Goodwill MessagesBusiness employees can enhance their relationships with customers, colleagues, and other businesspeople by sending unexpected notes containing goodwill messages.Make certain goodwill messages are sincere and honest.Send congratulations forWeddingsBirthsGraduationsBusiness achievements.Send messages of appreciation to document someone’s contributio ns (A sincere thank-you encourages further excellence.)Send condolence messages on a plain note card (Although these messages are difficult to write, they often mean a great deal to the reader.) OVERCOMING DIFFICULTIES STUDENTS OFTEN FACE Most students will not yet be completely comfortable with the three-step writing process, so the process won’t be automatic for them. Using electronic media for rapid communication will tempt students to skip planning tasks. Stress the importance of completing all three steps, especially the planning step. Post the steps in a prominent place in the room to serve as a constant reminder of how to generate effective messages. However, remind students that the process is not always linear.Some class members will oppose following a pattern for organization. Remind students that the pattern provides a starting point. The writer still has ample opportunity for including a personalized tone, the specifics of a specific situation, and so forth. Also emphasize that following a pattern may save both the writer and the audience time and energy. Demonstrate how much more effective a message can be when organized using the most appropriate organizational pattern.Although studying good examples will help many students, studying bad examples can also be a teaching tool. If only good examples are reviewed, students may not be able to appreciate just what constitutes an ineffective message. For any example discussed in class, be sure to identify both the strengths and the weaknesses. Students often have a difficult time getting to the main point in the first paragraph. Although most will identify the topic in the first paragraph, they may not get to the actual main idea until later in the message. Stress the importance of distinguishing between general topic and main idea. Conduct an exercise in which students write just the opening sentences of several messages.Although instructors may not think of order letters as difficult to write, students often present the information in a disorganized, difficult-to-follow format. This tendency may be a result of their limited business experience. Stress the use of tables and columns to present necessary information in a readable format.7: Writing Routine, Good-News, and Goodwill Messages 171 When a writer prepares a written request for information, a numbered list of questions is often helpful for the reader. Students will not automatically think of using this format. They will also struggle with how to organize the questions they need to ask. Encourage them to use the number feature and to plan a logical order for the questions.Students tend to provide insufficient details for the reader. For any writing task you assign, stress the importance of analyzing the audience during the planning step. Business writers need to identify what audience members already know and what they need to know. Then stress that writers must often find the specific information that they need to include in the details of the message.Because of limited business experience, students will often use abstract words and phrases instead of specifics in their closing paragraphs. Make it clear that they will need to make assumptions and provide specific information when they write solutions to the cases you assign.During an in-class writing assignment, some students will spend most of their time looking at sample letters in the chapter to “borrow” appropriate wording. Stress the importance of following the planning process and composing the message quickly, based on their own analysis of the particular situation.Claim letters and requests for adjustment also pose challenges for students. Explain that these requests should be treated as routine business activities and thus should use the direct organizational pattern. Stress the need to open with a courteous, specific reques t for what they want done. Students’ first attempts often will include an opening that simply fails to get to the point quickly enough. Also remind students to include sufficient details in the middle section to allow the reader to research and verify the claim.Share with the class some personal examples of what happens when former students contact you for a reference. Explain how having insufficient information about the person requesting the reference presents a problem for you. This insight will help students remember to include some useful information that readers can use in their recommendation.SUGGESTED CLASSROOM EXERCISES1.Analyzing messages. Provide students with examples of routine, good-news, andgoodwill messages that are not organized using a direct approach. Have students critique the examples and then rewrite them as concise messages that follow a direct pattern. Provide your own examples or use Analyze This Documentmessages in the Activities section at the end of the chapter.2.Preparing letter openings. Getting to the point is sometimes a challenge forwriters. Assign an exercise in which students write just the opening sentence for various messages. Provide your own scenarios or assign work in the Exercises for Perfecting Your Writing section at the end of the chapter. This exercise can172 7: Writing Routine, Good-News, and Goodwill Messagesbe effective for class discussion, or you can assign students to write on their own for a few minutes and then discuss their answers. Project suggested rewrites for student comparison.3.Preparing letter closings. Assign an exercise in which students write just the lastparagraph for various routine, good-news, and goodwill messages. This practice allows students to focus on writing specific, courteous, and concise closings.Allow students to compose these closings at the computer, if possible, to allow rewriting and editing of their paragraphs. Project suggested rewrites during class discussion. Remind students to avoid out-of-date phrases.4.Preparing routine, good-news, and goodwill messages. As class exercises, assigncase scenarios in which students plan, write, and complete a routine request, a routine response, a routine claim letter, a routine response granting a claim, and a goodwill message. Students should work at computers, if available, to facilitate writing and revising. Require students to go through the planning tasks before composing. These exercises can often be done as a class activity: you posequestions that require students to identify the purpose, build an audience profile, identify an organizational pattern, and identify information to be included. While students are working, move around the room and provide constructive comments about organizational pattern, completeness of information, tone, and so forth.When students finish, project both a below-average and an above-averagesolution for the case. Lead a discussion that identifies the strengths andweaknesses of each.5.Providing constructive feedback to classmates. Lead a class discussion in whichyou generate a list of evaluation points that can be used to give a writer feedback about a routine, good-news, or goodwill message. (This list will be very similar to the evaluation points you are using when grading student writing.) Askstudents to exchange printed documents of messages they have written. Eachstudent then critiques the message for all the evaluation points on the list, uses proofreading marks as appropriate, and provides feedback to the writer. (This activity is sometimes less than 100% successful the first time you try it. Yourstudents will need a specific list of evaluation points, and they may hesitate to tell another student that something could be improved. Many will want to evaluate only grammar, punctuation, and spelling. But don’t give up. Writers can benefit from seeing someone else’s approach to the same message and from questioning their own skills related to identifying the purpose, choosing the correctorganizational approach, setting an effective message tone, and so forth.) TEST YOUR KNOWLEDGE (p. 179)1. A request is routine when it’s part of the normal course of business and theaudience is likely to comply.2.When asking a series of questions in a request, the writer should (1) ask the mostimportant questions first, (2) ask only relevant questions, and (3) deal with no more than one topic per question.7: Writing Routine, Good-News, and Goodwill Messages 173 3.The body of an order request should include columns for details such as productdescription, catalog number, name or trade name, color, size, and unit price. The close should include the delivery address, the preferred method of shipment, and payment information.4.Because your readers will be interested or neutral, you can use the directapproach for most routine messages.5.Since routine messages use the direct approach, state your actual request in theopening, use the middle for explanation and justification, and close by requesting specific action.6. A claim is a formal complaint documenting the writer’s dissatisfaction with aproduct or service. In contrast, an adjustment is a claim settlement.7.What you say in a message granting a claim will vary, depending on whetheryour company, your customer, or a third party is at fault. If you’re granting the claim and your company is at fault, your message must be carefully worded to protect the company’s image and to regain the customer’s goodwill. If you’re granting the claim and the customer is at fault, you can start off with the good news that you’re granting the claim and use the body to help the customer realize what went wrong (in a nice way, of course). If the fault lies with a third partysuch as a transportation carrier, you can use the message to say only that theclaim is being granted, or you can also stress an explanation of the circumstances so that the customer realizes your company wasn’t negligent.8. A letter of recommendation includes the candidate’s full name, the job or benefitbeing sought, the nature of your relationship with the candidate, whether you’re answering a request or taking the initiative, any facts relevant to the position or benefit sought, and your overall evaluation of the candidate’s suitability for the job or benefit.9.When writing a goodwill message, you sound more sincere if you avoidexaggeration and back up any compliments with specific evidence, rather than simply offering unrestrained praise.10.When writing a condolence message, write about the special qualities of thedeceased person and of the person you’re writing to. Recount a briefreminiscence, using your own words. Be tactful, and take special care to send your message promptly.APPLY YOUR KNOWLEDGE (p. 180)1.In some cultures, it would be inappropriate to make a request at the beginning ofa message. In Asian cultures, for instance, a proper greeting followed by apersonal introduction and inquiry about your business associate might precede the request; in other areas of the world, such as the Middle East, your requestmight not be considered without a lengthy personal meeting before any letter is174 7: Writing Routine, Good-News, and Goodwill Messageswritten. In fact, there may never be a written message. It’s vital to know youraudience before making any business request.2.It’s usually best to avoid an outright apology such as “Boy, we really blew it thattime, didn’t we?” Yet you can’t avoid taking responsibility for a mistake that has been made. Word your response carefully, emphasizing the good news aboutwhat you are doing to provide compensation and to improve circumstances. Be sure to balance your humility over the mistake with your responsible handling of the claim and your fairness in making the adjustment.3.Since your opinion is that the employee is well qualified and capable of doing thejob, avoid any potential claim of bias or discrimination by clearly stating this fact when you make your recommendation. Whether or not the employee will be able to find adequate access to the job site is out of your jurisdiction. In fact, theremay be laws governing the prospective company’s job sites that will require them to provide wheelchair access.4.Before risking your own job status by making a public or even a private fuss overthis problem, review the memos you’ve been sending Jackson. Do they beginwith a direct statement of the request or main idea? Do they justify, explain, and give sufficient detail about your request? Are they worded courteously, closing with a simple explanation of the action you want Jackson to take and making it easy for him to comply? (For instance, have you provided your phone extension number and the time he can reach you if he has questions?) If you’ve followed these guidelines, then you’ll wan t to take another look at the body of your memos.Could you make the information more clear by numbering points? Byeliminating unnecessary details, opinions, or observations? Do you send toomany requests too often? You might also include a time frame in which youexpect Jackson to respond, such as, “I’ll look for your report early next week”(and give him your phone number so that he can contact you if there’s any delay).Blaming Jackson for the problem should be your last resort. First be sure thatyou’v e done all you can to make his compliance easy.5. A well-thought-out and well-written request for adjustment serves both yourneeds and the needs of your supplier, whose job it is to satisfy you, a valuedcustomer. So even if you don’t have the proper docum entation, make yourrequest in a courteous, comprehensive fashion. You might be surprised by how easily your well-presented case is accepted by the supplier and how quicklyyou receive a favorable response. On the other hand, even if your request isrefused because you lack documentation, your letter will alert the supplier to a potential problem that could cost the company your business in the future. PRACTICE YOUR KNOWLEDGE (p. 181)Exercises for Perfecting Your Writing1.Thanks for ordering a High Count ry backpack. I’ve enclosed a brochure listingthe various styles, colors, sizes, and prices of our backpacks. To be sure the7: Writing Routine, Good-News, and Goodwill Messages 175 backpack will fit properly, please follow the instructions for measuring theperson who will use it. On the order form, please specify style, color, and size of the backpack you wish to purchase. (Subject: Order specifications for your High Country backpack)2.We are sorry for the inconvenience you experienced with your lost luggage.Please e-mail us a detailed list of the lost items and complete the followingsurvey so that we may compensate you as quickly as possible. (Subject:Response to your lost luggage claim)3.Please attend our special, by-invitation-only 40% off sale on November 9.4.You’ll receive a tote bag and free Phish CD with every $50 donation to our radiostation.5.The director plans on arriving at Monday’s 11:00 a.m. meeting a bit early.6.Paul Eccelson reviewed newer types of order forms at today’s meeting. If youhave questions regarding these forms, please call Paul at his office.7.This message is a routine request. It is part of the normal course of business. Themessage informs employees that the company wants them to participate inrecycling activities and has made it easy for the employees to do so.8.Because you will be communicating this informational message to all employees,e-mail would be an efficient and effective medium to use. You might also want to post a notice on all company bulletin boards.9.Many employees will want to comply with this request, treating the recyclingactivities as a normal part of the company’s business.10.Because most employees will be either interested or neutral, the direct approachshould be effective. This approach allows you to open with your main idea, give necessary details and justification in the body, and close with the specific action you want the readers to take.11. Please call to schedule an appointment by May 15. This date will allow enoughtime for ordering the parts needed to get your air conditioning system ready for the summer season.12.Please send your catalog by December 1 so that I can plan my Christmaspurchases. I look forward to learning more about your products.13.To schedule an appointment with one of our knowledgeable local mortgagespecialists, please call our hotline at 1-800-555-8765. Our specialists can answer your questions about mortgage rates, closing procedures, or any other aspect of the mortgage process. We want to make your home-buying experience a pleasant one.Activities (p. 183)7.1 The letter fails to communicate well for the following reasons:1.The message tells readers more information than they need (the dining hall isclosing for financial reasons, and college students can be hard on equipment).2.The tone of the message is too chatty and familiar.3.The type of microwave is not specified.4.The number of microwaves to be ordered is specified only as “big.”5.The electrical requirements of the dorm rooms should be included.Here is an improved version of this letter.May 17, 2003Andrews Electrical44756 Brookhurst Center DriveAnaheim, CA 92804Dear Andrews Electrical:We are investigating the possibility of ordering approximately 200 small-capacity microwave ovens, which were advertised in the fall issue ofCollegiate Magazine. Please send us the following information:∙Electrical requirements∙ A copy of the warranty∙Instructions for use∙Complete description of size and price of units you offer∙Shipping requirements∙Turnaround time for ordersIf you have any questions or need additional information about intended use,please contact Miriam Whitebird at (602) 998-7633.Sincerely,Helen LowryStudent Services* See Transparency 48 for an improved version of this letter.7.2 The letter does not communicate effectively for the following reasons:1.The local business-supply store is not specified.2.Proof of purchase is not included.3.The letter offers unnecessary information in the second sentence.rmation on computer specifications is not included.5.The writer doesn’t specify which action is being r equested.6.Because of a lack of information, resolving the problem will take much longerthan necessary.Here is an improved version of this letter.September 4, 2003Customer ServiceDataLife, Inc.1993 Raleigh-Durham HighwayRaleigh, NC 27602Dear DataLife Customer Service:On September 1, 2003, I purchased “Negotiator Pro” at CompUSA. Myhardware includes a system 7 Macintosh with a 3.7 gb hard drive, 8 mb ram, and a 300 mhz processor. Installation of “Negotiator Pro” went fine, butwhen I boot the system, “Negotiator Pro” gives me an error message that reads, “File Protected.”I am unable to open the program, even though I’ve tried several differentways. Because I was concerned that the problem might be a virus, I’vedeleted the program from my hard drive.I purchased the “Negotiator Pro” disk at CompUSA in Seattle. As you know,that store refers problems with opened software back to the vendor. I’veenclosed the disk and all paperwork, including a copy of my credit cardreceipt. Could you please (1) test and repair or replace the software, or (2) refund $79.95 to my Visa credit card number 4493 2283 3678 3369,expiration date 2/04. Please provide me with any special instructions I may need.Your software has helped me build my consulting business, and I lookforward to ordering from you in the future.Sincerely,* See Transparency 49 for an improved version of this letter.7.3 The tone of this letter is too informal, and the organization is poor.e a direct approach and begin with the good news (Your check is on itsway!).2.Follow the good news with clarifying detail.3.The housekeeping inspector and maintenance engineer are not clearlyidentified, and references to them are confusing.4.In the last paragraph, the writer sounds condescending.。
Business Communication商务社交礼仪英文版课件
Telephone Etiquette
Identify yourself and your company. Ask the person if he or she has time to talk. Make calls during normal business hours. Return calls the same day. Never put someone on hold without asking permission. Don’t do other work while on the phone Be courteous of others when screening calls.
Meeting Etiquette
Before the meeting Starting the meeting After the meeting
Etiquette at Business Meetings: Before the Meeting
Arrive early to make sure meeting room is set up correctly. Put agendas in place. Provide for drinks and a light snack. Stand near the door to thank each person who arrives. Ask what issues are of particular interest to them. Introduce new members to existing members
跨文化商务沟通 chapter 7
3. Selection of Negotiators
• The ability criterion • Negotiator’s substantive knowledge of the issues • Negotiator’s experience
• Large teams of varied composition
• Distributive bargaining
• Functional • Direct, confrontational • Competitive
• Distributive bargaining mixed with integrative aspects • Dysfunctional, zero-sum
Negotiation Defined
• Two or more parties with common (and conflicting) interests enter into a process of interaction with the goal of reaching an agreement (preferably of mutual benefit)
Analysis of Intercultural Negotiation Variables
1. Basic concept of the negotiation process
Cultural Factors
• Attitude toward conflict
• Prevailing response • Predominant view of business relationships • Purpose of negotiation
商务沟通的基本流程
商务沟通的基本流程Business communication is an essential process in any organization. It involves both internal and external interactions that help in achieving the goals of the company. Effective communication plays a key role in building relationships with clients, employees, and other stakeholders. In today's fast-paced business environment, effective communication can make or break a deal.商务沟通在任何组织中都是一个必不可少的流程。
它涉及内部和外部互动，有助于实现公司的目标。
有效沟通在与客户、员工和其他利益相关者建立关系中发挥着关键作用。
在当今快节奏的商业环境中，有效沟通可以促成或破坏一项交易。
Internal communication within an organization is crucial for ensuring that all employees are on the same page and working towards common goals. This can include team meetings, emails, memos, and other forms of communication that keep everyone informed about the company's objectives. Clear and concise communication can help in aligning individual efforts with the overall strategy of the organization.组织内部沟通对确保所有员工达成共识并共同努力实现共同目标至关重要。
国际商务沟通Chapter07 International Business Contract
Get familiar with the form, terms, and characteristics of business contract
USTB刘志伟- UIBEP 版权所有
2
Chapter 7
1 2 3
USTB刘志伟- UIBEP 版权所有
33
Introduction of Business Contract
• Definition of Business Contract
A business contract is a legally binding agreement between two parties for an exchange of goods or services or intellectual property rights that are of value. For a contract to be valid, an offer must be made and accepted. Using a contract in business dealings helps ensure an agreement is acted on, insofar as a broken contract could result in a lawsuit or out-of-court settlement and the payment of damages caused by the breach of the contract. The best way to avoid a dispute or potential litigation, however, is to draft a solid agreement in which you are confident you have negotiated the best terms for your business.
商务交流Business Communication Essentials UNIT 1
The sender transmits the message
• Choice of communication channel verbal or non-verbal spoken or written
• • • • • • Germany Scandinavian U.S.A. English French Italian
High Context
Japan Chinese Arab Greek Mexican Spanish
Questions
• Turn to page 61 • Answer questions 4, 7 & 8
Questions
• Turn to Page 12 • Answers questions 1,2 & 6 in your books
Ethical Communication
• Ethics are the rules and principles that govern the actions of a person, group, society or country • Ethical communication requires the message to contain all the relevant information, be true and not deceptive in any sense
Business Communication Essentials
Unit 1
国际商务礼仪Unit 7 Business Conversation Etiquette
By staying formal through each point in the conversation, you have displayed a solid balance of confidence and tact.
Being formal is classy. In business, you need as much class as you can get.
国际商务礼仪Unit 7 Business Conversation Etiquette
Focal Points
❖ How to converse properly in business community ❖ How to practice efficient business conversation ❖ Welcome and unwelcome topics of conversation
Business Conversation Etiquette
Listening will help you get to know who you're talking to and work toward a solid bond.
❖ Listen Carefully
Besides the basic act of listening, the next best thing you can do for someone is to let them know that you're listening -- also known as, active listening.
covering mouth when you laugh
Laugh
❖ proper
Business Communication商务社交礼仪英文版PPT课件
Conference calls
➢ Prepare ➢ Be respectful ➢ Be inclusive ➢ Keep moving ➢ Get commitments
➢ Prefer the formal to the informal, especially with older and higher ranking people
➢ Avoid saying, “I’m sorry, I have forgotten your name” Instead, say “Help me out, your name was on the tip of my tongue and I must be having a senior moment.
Write with authoritatively and positively and concisely, pp. 4-1 ff in workbook
Authoritative language
Positive language
Concise language
Business Communication
Voice Mail
➢ Identify yourself and your return number immediately.
➢ Be brief and to the point. What you want, why it is of mutual interest, details, next steps. Leave return number again.
Business-Communication-商务沟通
B u s i n e s sC o m m u n i c a t i o n商务沟通Our goal for this communication is ___.To tell people about Product X向人们宣传X产品To increase sales提高销售额To do instiiutional advertising做建立永久声誉的广告Business Communication 商务沟通Messages sent through a certain format and medium for a certain organizational purpose.商务沟通就是通过某种模式和媒介传递既定的公司目标。
Business Communications is different from normal communciation with your friends and neighbors. Business Communications are done for a purpose; to meet an organizational goal or corporate KPI. They are usually planned, designed, and broadcast to give a large audience a certain message in a one way flow. They are often part of a campaign that has a certain purpose, time frame, and budget. These communciations should have three characteristics. They should be consistent with past communications, they should be tailored to the target audience, and they should fit the format that carries the message.商务沟通不同于普通意义上的与朋友或邻里之间的沟通。
第七章 商务礼仪、社交礼仪
02
社交礼仪
Social Etiquette
介绍礼仪
自我介绍
让对方认识自己。在社交活动中给人的第一印象，常会 产生“首轮效应” 1.自我介绍的时机 2.自我介绍的语言 3.自我介绍的动作与目光 4.社交场合自我介绍注意事项： （1）最好先递名片再介绍。 （2）自我介绍时间要短，一般半分钟就可以了。 （3）介绍内容：单位、部门、职务、姓名。 （4）倘若你的单位名称和部门头衔较长的话，一定要 注意，第一次介绍的时候使用全称。
表情和语调，能够增强语言的准确度和感染力。
愿有收获
THANK YOU！
03
沟通
communicate
沟通的四种基本形态听 Nhomakorabea说
认真倾听别人 说话
开口前，先把 话想好再说
读
博览群书，打 下文字基础
没有依据与数据的话不要说 情绪欠佳的时候不要说
写
提高文笔的表 达能力，打下
印象基础
沟通的重要性
1.使思想一致、产生共识。 2.减少摩擦争执与意见分歧。 3.疏导情绪、消除心理困扰。 4.增进彼此了解、改善人际关 系。
1
以左为上(中国惯例).
2
3
居中为上(中央高于两侧)
4
5
远门为上(远离房门为上)
6
7
前排为上(适用所有场合)
Meeting etiquette
奉茶——选茶
绿茶
乌龙茶
普洱茶
奉茶——沏茶
注意沏茶的水温
奉茶——上茶
上茶时以右手端茶，从客人的右方奉上，面带微笑，眼睛注视对方。
商务交流课件.ppt
person a huge favor. c) Answer the request promptly. d) Avoid promotional material when responding to a
person a huge favor. c) Answer the request promptly. *correct answer d) Avoid promotional material when responding to a
request for product information. e) Do not answer a question if you do not know the
a) True b) False
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6|2
Answer
Most of the typical manager's correspondence involves communicating about routine matters.
a) True *correct answer b) False
Copyright © Cengage Learning. All rights reserved.
6|3
Question
A good example of a routine reply is, “We do not generally provide that service, but in this situation we have decided to do so.”
跨文化商务沟通 Chapter 7
Compromise takes place very often in negotiation because even a win-win settlement is expected by both parties; a compromise must be made to end a negotiation in practice.
each other; Expectations of the relationship---long-term expectation
of the true deals or benefits and short-term expectations concerning the prospects of the present deal.
• Stephen Weiss has synthesized about the negotiation variables.
7.2 Intercultural Negotiation Variables
• Weiss (1998) has proposed twelve variables of negotiation for intercultural comparisons from five aspects:
Business Communication PPT.Chapter 07
But Exceptions Can Be Made
Examples When the message will be routinely accepted When you know frankness is wanted When goodwill not a concern (a rare case)
Brief Review of Procedure for Adjustment Refusals
The message plan: Opening Begin with words that – are on subject, – are neutral, and – set up the message. Present the strategy that will explain or justify. Make it factual and positive. Lead systematically to the refusal. Then refuse--clearly and positively. End with off-subject, friendly words.
The message plan: Opening Body Begin with words that identify the subject, are neutral, and set up the message. Present reasons using positive language and you-viewpoint. Refuse clearly and positively, embedding where possible to de-emphasize the negative. Include a counterproposal or compromise when appropriate. End with an adapted goodwill comment.
BusinessNegotiation商务沟通技巧和方法PPT课件
Business Negotiation
商务英语口语教程
1
Greetings How was your weekend?
2 Your site here
Revision Here I am going to check the homework, from which I will know how well the students did in the last classes.
11 Your site here
Just say it.
❖ Ask the Ss to share their bargaing experience and discuss the tips for bargaining under a favourable situation.
Why don’t you ask me?
❖ Please watch a short video about business negotiation and think about what the main procedures of a business negotiation are.
May I help you?
10 Your site here
What aБайду номын сангаасe the important points? What are the difficult points?
5 Your site here
Key sentences
❖ 1. Our price is reasonable as compared with that in the international market.
3 Your site here
《商务交流》第7章商务文书.ppt
7.6.1 商务传真的格式
1．传真文头
(1)公司名称。
(2)接收传真公司的有关条目。
(3)发件方的有关条目。
(4)日期。
(5)传真件页码。
2. 标题
3. 称呼
4. 正文
5. 结尾客套语
6. 签名及加印
7. 附件
8. 发件单位的联系方式
24
7.6.2 商务传真的内容
传真是商务活动中传送商务文件的一种 方式。正如前面介绍的那样，传真的内 容可以是书信、文件、手稿、图表、照 片。鉴于在今天的商务活动中，图文传 真已经成为一种方便快捷的通信工具， 因为在时间紧迫或有恐邮误的情形下， 采用传真通信日趋普遍。由于传真书信 讲求效率，内容必须直接清楚，否认标 准式或私人式公函，均务求简单扼要， 一切问安客套语亦可省略。
25
本章小结
1. 商务基础写作具有一定规律可行，掌握 其写作规律。
2. 商务活动中，从联系业务，协商谈判， 签订合同到履行合同、处理投诉、理赔索 赔，每一个环节都有需要信函这个重要的 媒介工具来传递信息以实现有效交流。
3. 商务投标与竞标书的写作方式与技巧。 4. 商务传真的写作。
26
复习鲜明
(1)充分重视“事由”。“事由”位于信头，是收 信人最先关注的地方。
(2)以结论开头。
(3)一事一函。
2．内容完整
(1)分条列款表述。
(2)5W1H法。
3．关注对方利益
4．表述准确清楚
1)语言恰当得体
2)文字简明扼要
19
7.5.3 商务专用信函写作
有的合同正文不是条目式，而是表格式。
在购货合同中，如果购买的商品品种较多，也可以用表
格式。
Business Communication Etiquette
Business Communication EtiquetteThe idea that people need to have feedback, appreciation and information is a good basis for understanding how and why excellent business c o m m u n i c a t i o n i s i m p o r t a n t a n d c o m p e l l i n g f o r s u c c e s s.In your very best relationship - whether your spouse, best friend, sister, co-worker - you can easily communicate with them in a high value way. You telephone, email, write notes, make plans and generally stay in contact with them because you want a connection and a relationship with them.In building very good relationships in business, it is absolutely the same. What is different in a business relationship is that you are communicating with colleagues and you don't always know them as well as a dear friend. However, they need the same attention that a good relationship needs.These needs are:∙*Returning a phone call∙*Following up on a request∙*Listening intently∙*Appreciative communication∙*Clear communication with details and directions∙*Doing what you say you will do∙*Remembering what is important to them∙*Valuing what is most important to themOur communication styles and methods are being stretched by email, technology, lack of time and resources that limit our ability to do so much in our day.But there are rules of common courtesy that have NOT changed since the inception of humans dealing with each other in a high value way. If you want to be a remembered, trusted and respected leader, you will practice these courtesies with every business contact.If you take the time to examine what is important to you, I think you will find that they are also the courtesies that you expect in all business communication, actually how you would like to be treated and communicated with.Next I will explain more detail communication which is that we need pay attention in etiquetteReturning phone calls - Whether you think you have time to return the call or not, find out what people need, make sure you are clear on whether you can help them or not and then get back to your own work. People who return phone calls are trusted and respected. You do not need to make the calls long. In fact, returning all calls twice a day instead of doing it piece meal all day long is a good way to manage your time more appropriately.Here are some additional basics that will help you grow your own identity and brand which will identify you as a trusted and respected up and coming leader:Practice your handshake - Ask a friend to shake hands with you and then give you feedback. Firm is good.Eye contact - Learn to look at a person when they are speaking.Body language - 55% of our nonverbal communication is our body. Watch what your body is sayingabout you.Business cards - Get one and have them with you ALL of the time. You should include an address, email, telephone number, full name, what you do and your title. If your company does not provide a business card, get one for you anyway. The fast print companies all have programs you can easily and quickly make one for you.Holding doors - Opening a door for someone is not just a guy thing anymore. Ladies, if you get to the door first, open it.Standing and greeting - If you are being introduced, stand, reach out your hand and shake their hand. This is not a gender issue. Women in the workforce can show respect by standing and shaking hands.Telephone or mobile phone has become an integral part of our lives. Though all of us have adapted to the changing technology, many lack the basic telephone etiquettes. In a business communication that is taking place on phone, the foremost thing is to identify yourself and your business when you call. This would give the other person a basic knowledge of who you are and what is your area of interest. If you are answering the phone, ask the caller as to how you can help him/her. When messages have beeninterchanged, repeat the information in order to make sure that you have understood it correctly.For example, in case the caller is upset with something, it is your duty to remain calm and reassure him/her that things would straighten out and that you would usher your full support. Many a times, there arises a situation when you have to put your caller on hold. In case you are experiencing such a situation, make sure you ask his/her permission. If you are supposed to call back, ensure that you have noted down the number of the caller and confirmed the time of calling. In occasions of transferring the call, make sure that the caller knows name and phone number or extension number of the other person, lest the phone gets disconnected.Even thought last graph just give us some example for the communication etiquette, but it can prove communication etiquette is how important in business.I have given following reasons to explain how to communication inEmail Etiquette, Meeting Etiquette, Introduction EtiquetteEmail EtiquetteGone are the days when letters were hand written and posted or couriered. In this new age of technology, email is the one of the widely used communication tools. However, before mailing a business letter, make sure that it satisfies all the basic etiquettes. A rule of thumb - business emails are always short, crisp and to the point, with a professional tone in them. This shows respect for the recipient’s time. The subject line is a veryimportant part of the email. Make sure it is descriptive. This would allow the person to know what the email is all about, even before reading it.In case you are expecting a response within a stipulated time, make sure you mention the same in the email. Business emails are never complete without mentioning t he sender’s mobile number. Also, make sure that you mention your full name, title and the name of your company in the email. In case you need to send an attachment, please get prior permission. Though this might sound strange, people often do not download attachment for the fear that it might infect their system with a harmful virus.Meeting EtiquetteIt is very important to start a meeting at the stipulated time, lest people start cribbing for wasting their time. In a meeting, make sure that everyone is given equal opportunity to speak and it is not a one-sided affair. It is a bad habit to interrupt others, while they are speaking. Finish a meeting with a summary of the discussion that took place. In case no judgment could be reached, schedule another meeting, rather than running overtime. This would show respect for attendees, who might have prior commitments. Lastly, please keep your mobile phones switched off or on a silent mode, lest your phone rings loudly in the middle of the meeting.Introduction EtiquetteBusiness involves meeting new people everyday. As such, introductions play an important role. It is said that ‘first impression is the last impression’. So, you would definitely want to cast a mighty good first impression, as itwould not only create a good image for you, but also win you future profits. When you introduce yourself to someone, make sure to pronounce your full name and designation. This would give the other person a brief knowledge about who you are. In case of being introduced to someone, you should always stand up. If you are behind the desk, make sure you step forward. Eye contact and a firm handshake would definitely earn you brownie points. In situations wherein you need to introduce others, make sure you start with people who are highest in the hierarchy商务交际礼仪一种观念认为个人需要反馈、欣赏和信息是一个良好的基础,对了解为什么良好的商务沟通是重要的和令人注目的成功。
商务交流课件
Question
Unlike a routine claim letter, a persuasive claim letter
a) mentions how the reader benefits from doing what the writer asks. b) uses emotional or exaggerated language for emphasis. c) is briefer and to the point. d) presents the problem in the first paragraph. e) uses an attention-getting opening.
a) expert opinion and statistical data are not enough. b) the reader needs sufficient evidence to make an informed decision. c) you want to make the desired action as clear and easy as possible. d) the reader is getting no tangible benefits from granting the favor. e) this is a routine request that is likely to be granted automatically.
Copyright © Cengage Learning. All rights reserved.
7|2
Answer
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Making claims and requesting adjustments
• Making a claim is a formal complaint that you send to a company. So if you buy a product that does not work you want to communicate your problem with the company. • An adjustment is asking for some money to be returned if you have a problem with a product.
Placing orders
• In most cases this will be easy to do by computers. A company may have a website that allows you to quickly send the order information to the company. E.g. buying from Taobao / Amazon • If you have to write all the information yourself the book advices to use the three stages: • Opening • Body • Close
Cont.
• Opening – explain your reason for needing the information. You might need to remind them who you are if you have not been in contact for a long time. • Body – include all the information about yourself that your reference can use to create a good image of you. Include a copy of your c.v. to give your reference some additional information • Close – express your thanks and appreciation and include the full name and address of where the reference should be sent.
Punctuate questions and polite requests differently.
• Direct questions will require a question mark. E.g. “Did Tanya cheat on her test?” • Polite requests without a direct question will not require a question mark. E.g. “Would you please help to decide if Tanya cheated on her test”
• Pay attention to tone. • Assume your audience will comply. • Avoid beginning with personal introductions. • Punctuate polite request and polite request differently. • Be specific.
Making routine requests
• State your request upfront. • Explain and justify your request. • Request specific action in a courteous close.
State your request upfront.
Questions
• Turn to page 179 & answer questions 1, & 6 please. • I want you to think of three examples for question 1. • I want you to think of your own reasons why for question 4
Requesting information and action
• Sometimes this will be internal (pg 164 – figure 7.2) and sometimes this will be external (pg 165 – figure 7.3). • Internal communication can usually be less formal, external less so. • You must make sure that you explain and justify your request and you provide all the necessary information for the receiver.
Pay attention to tone.
• E.g. “Send me the report you are working on” Vs “Please could you send me the report you are working on” • Or, “I want a copy of your catalog No. 33A” Vs “I am requesting a copy of your catalog No. 33A”
Cont.
• When you send a claim to a (good honest) company you will usually expect them to give you some money back (the adjustment) without you needing to formally request it. • Opening – begin with an honest statement of the problem. • Body – give complete and accurate information of the problem that you have had • Close – politely request that you and the company can come to an agreement. Don’t make threats.
Be specific
• If you are requesting information make sure that the receiver knows exactly what you want. Try to make your request as easy to complete for the recipient as possible.
Answers 1
• When is a request routine? • Book: “A request is routine if it’s part of the normal course of business and you anticipate that your audience will want to comply” • You should add that a request might be appear routine to the sender but it might not always be routine for the audience. In this case more care is going to be needed to be taken.
Business Communications
Chapter 7 – Writing routine, Goodnews and Goodwill messages
Routine messages
• The advice from the book is to still follow the three st messages. • There are two main types of routine messages: routine requests and routine replies.
Requesting recommendations and references
• When you apply for a job, university, scholarship, promotion, credit or contract you may have to supply a reference. • The reference will tell the person who you are contacting about you. • It is obviously important that you ask your reference before you use them as a reference.
Request specific action in a courteous close.