《商务沟通》复习要点.doc

《商务沟通》复习要点
Chapter 1: Communication 的定义p4
The process of sending and receiving messages!
Communication障碍和应对策略。

（熟练掌握、灵活应用）pl4 障碍
1.Distractions
rmation overload
3.Perceptual differences
4.Selective perception
nguage differences
6.Restrictive environment
7.Deceptive tractics
应对策略
minimizing
Adopting an audience-centered approach
Fine-tuning your business communication skills
Being sensitive to business etiquette
Giving-and responding to-constructive feedback
Chapter 1:组织正式沟通和非正式沟通的特点、外部沟通和内部沟通的特点、横向和纵向沟通的特点（熟练掌握、灵活应用）
Chapter 1: effective business messages 的五大特点
1、Provide practical information
2、Give facts rather than impressions
3^ Clarify and condense information
4^ State precise responsibilities
5、Persuade others and offer recommendation
Chapter 2： Tzm沟通的优劣点。

（熟练掌握）（课本39页）优点：
I > Increased information and knowledge
2、I ncreased diversity of views
3、I ncreased acceptance of a solution
4^ Higher performance levels
缺点：
I > Groupthink
2、H idden agendas
3、Free riders
4、C ost
Chapter 2： Groupthink 的含义。

Groupthink occurs when these peer pressures cause individual team members to withhold contrary or unpopular opinions.
Chapter 2：区别三种listening style o（熟练掌握）（课本56页）
1、contant listening is to understand and retain the speaker^ message
2、critical listening is to understand and evaluate the meaning of the speaker^
message on several levels
3、empathic listening is to understand the speaker^ feelings ,needs,and wants so
that you can appreciate his or her point of view .regardless of whether you share that perspective
Chapter 3: Stereotyping 定义。

Stereotyping is assigning generalized attributes to an individual on the basic of membership in a particular group.
Chapter 3：文化差貝的分类及表现。

（灵活应用）（课本76页）
1、c ontextual differences
2、l egal and ethical differences
3、s ocial differences
4^ nonverbal differences
5、a ge differences
6、g ender （性别）differences
Ch叩血4：沟通的一般性Fl的有哪几种？pl02
To inform to persuade or to collaborate
Chapter 4: three-step process的三个步骤是？每个步骤色扌舌哪些内容？
1、p lanning
Analyze the situation
Gather information
Select the right medium
Organize the information
2、w riting
Adapt to your audience
Compose the message
3、c ompleting
Revise the message
Produce the message
Proofread the message
Distribute the message
Chapter 4： Audience profile （受众分析）包括哪些内容？pl04
1identify your primary audience
2deterrmine audience size and geographic distribution
3determine audience composition
4gauge audience members,level of understanding
5understand audience expectations and preferences
6forecast probable audience reaction
Chapter 5： Indirect approach 和direct approach 的含义和适用条件（熟练掌握）
Chapter 5： the u you?, attitude的含义和其两种具体使用方法？
含义By speaking and writing in terms of your audiences9 wishes,interests,hopes and preferences
两种具体使用方法
1The “you” attitude is best implemented by expressing your message in terms o f the audience's interests and needs.
2Avoid using you and yours when doing so ::makes you sound dictatorial. Makes someone else feel guilty. Goes against your against your organization^ style. Chapter 6： completing的主要任务有哪些？completing111 revising的第一要务是什么？Revise the message
Produce the message
Proofread the message
Distribute the message
revising的第一要务reviewing for readability
Chapter 6： Informative headings 和描述性headings的区别
Informative headings: put your reader right into the context of your message Descriptive headings: identify a topic but do little more
Chapter6：提高信息清晰性、简洁性的技巧（熟练掌握、灵活应用）
Break up overly long sentences
Rewriter hedging sentences
Impose parallelism
Correct dangling modifiers
Reword long noun sequences
Replace camouflaged verbs
Clarify sentence structure
Clarify award references
Moderate your enthusiasm
Delete unnecessary words and phrases
Eliminate redundancies
Recast “it is/there are "starters
Chapter 7:在routine request message的body部分，采用问题形式来提出请求的技巧有哪些？p206
Ask the most important questions first
Ask only relevant questions
Deal with only one topic per question
Chapter 7： routine request的developing strategy ? p204
State your request up front
Explain and justify your request
Request specific action in a courteous close
Chapter 7：成功的推荐信里应当包括哪些部分？（熟练掌握）
The candidate^ full name
The position or other objective the candidate is seeking
The nature of your relationship w让h the candidate
An indication of whether you are answering a request from the person or taking the initiative to write
Facts and evidence relevant to the candidate and opportunity
A comparison of this candidate^ potential with that of peers,if available
You overall evaluation of the candidate^ suitability for the opportunity
Chapter 8： JU indirect approach 表达negative message 的步骤和技巧？（熟练掌握）p250 步骤
Plan your message
Write your message
Compete your message
技巧
Open with a buffer
Provide reasons and additional information
Continue with a clear statement of the bad news
Close on a positive note
Chapter 8： buffer的定义和作用
A neutral,noncontroversial statement that is closely related to the pint of the message Chapter 9：理解routine messages^Hpersuasive messages的差异
Chapter 9：简要阐述AIDA方法的涵义。

Attention your first objective is to encourage your audience towant to hear abount your problem,idea,new product_whatever your main idea is
Interest exlplain the revevance of your message to your audience
Desire help audience members embrace your idea by explaining how the change will benefit them
Action suggest the action you want reads to take
Chapter 10：理解和熟悉yardstick approacho
The yardstick approach compares althenatives to a set of predetermined standards,without conducting experiments or evaluating hyportheses
Chapter 10： Work plan包含哪些要素？（熟练掌握）
Statement of the problem or opportunity
Statement of the propose and scope of your investigation
Discussion of the tasks that need to be accomplished in order to complete the report Review of project assignments,schuedules,and resourse requirements
Plans for following up after delieving the report
Chapter 11: report写作'I1 design effective visuals的6大原则
Consistency
Contrast
Balance
Emphasis
Simplicity
Experience and expectations
Chapter 12: formal repoil的三大类构成要素（parts of formal report）是？每个part 又包括哪些？
Prefatory parts
Cover
List of illustration Table of contents Executive summary
Text of the report
Introduction
Body
Close
Supplementary part
A index
Appendixes
A bibliography
阅读和写作部分：(1)熟练韋握leuer, Memo等文体格式，
⑵熟练运用AIDA方法撰persuasive message
(3)熟练运用direct approach^作方法撰T Jroutine requesto
注：上述没做特殊要求说明的复习要点，属于了解、理解和一般性芈握范搐I。