卓越商务沟通的1.2章笔记
CHAPTER1 ACHIEVING SUCCESS THROUGH EFFECTIVE BUSINESS COMMUNICATION
通过商务沟通取得成功
ON THE JOB
一.the benefits of effective communication
EFFACTIVE COMMUNICATION
有效沟通 :improved stakeholder 增加利益相关者
quicker problem solving 快速解决问题
stronger decision making 更强的决策
enhanced professional image 提高职业形象
increase productivity 提高生产率
clear promotional materials 清晰的宣传片
steadier work flow 连续的工作流程
WHAT EMPLOYERS EXPECT FROM YOU
1.Organization ideas and information logically and completely.
组织符合逻辑的和完整的想法和信息。
2.Expressing and presenting ideas and information coherently and persuasively.表达和前后一致的,令人信服的想法和信息。
3.Listening to others effectively.多听别人的意见是有好处的。
4.Communicating effectively with people from diverse background and experience.有效地与不同背景和经历的人交流。
5.Using communication technologies effectively .有效地使用通讯技术。
6.Following accepted standards of grammer,spelling,and other aspects of high-quality writing and speaking.然后接受标准的语法,拼写和其他方面的高质量的写作和口语。
7.Communicating in a civilized manner that reflects contemporary expectations of business etiquette.以文明的方式沟通来反映现代商务礼仪的预期。
8.Communicating ethically,even when choices aren’t crystal clear.从伦理上来沟通,即使选择的不是非常清楚。
CHARACTERISTICS OF EFFECTIVE COMMUNICATION .
有效沟通的特点
1.provide practical information.提供实用的信息。
2.Give facts rather than impression.给出事实而不是印象。
3.Clarify and condense information.阐明和简化信息。
4.State precise responsibilities.状态良好的责任。
5.Persuade others and offer recommendations.说服他们并提供意见。
Communication in organizational setting
组织设定的沟通
1.Formal and informal communication组织内正式与非正式的沟通
(1)。downword flow 向下流通
(2)。upward flow 向上流通
(3)。horizontal flow水平流通
2.The communication process
沟通过程
(1).the sender has an idea发送方有一个主意
(2).the sender encodes the idea发送方编码一个主意
(3).the sender transmits the message 发送方传送一个消息
(4).the receiver gets the message 接收方得到消息
(5).the receiver decodes the message接收方解码消息
(6).the receiver sends feedback接收方发送反馈
二.understanding why business communication is unique
理解为什么商务沟通是独一无二的
THE GLOBALIZATION OF BUSINESS AND THE INCREASE IN WORKFORCE DIVERSITY 商业全球化和劳动力增加多样性
THE INCREASING VALUE OF BUSINESS INFORMATION
业务信息的增值
1.competitive insights竞争的深刻见解
2.customer needs 客户需求
3.regulation and guideline 监管和指导方针
THE PERVASIVENESS TECHNOLOGY
无处不在的技术
THE EVOLUTION OF ORGANIZATIONAL STRUCTURES
组织结构的演化
THE GROWING RELIANCE ON TEAMWORK
对团队合作越来越依赖
THE BARRIERS TO EFFECTIVE COMMUNICATION
有效沟通的障碍
1.distraction注意力分散
2.information overload信息超载
3.perceptual difference感知差异
4.language difference语言差异
5.restrictive environment严格的环境
6.deceptive tactics欺骗战术
三.communicating more effectively on the job
在工作中更有效的沟通
MINIMIZING DISTRACTION
尽量减少分心
ADOPTING AN AUDIENCE-CENTERED APPROACH
采取一个以观众为中心的方法
FINE-TURNING YOUR BUSINESS COMMUNICATION SKILLS
调整业务沟通技巧
GIVING-AND RESPONDING TO-CONSTRUCTIVE FEEDBACK
给出和回答反馈的信息
BEING SENSITIVE TO BUSINESS ETIQUETTE
注重商务礼仪
四.using technology to improve business communication.
利用技术来提高商务沟通
1.voice technology 声控技术
2.virtual agents 虚拟代理
3.mobile communication 移动式通讯
4.networking advances 网络的进步
KEEPING TECHNOLOGY IN PERSPECTIVE保持技术的角度来看
USING TECHNOLOGICAL TOOLS PRODUCTIVELY 高效的使用技术工具
RECONNECTING WITH PEOPLE FREQUENTLY 频繁的与人从新连接
五.making ethical communication choices
做出伦理沟通的选择
1.plagiarism 剽窃
2.selective misquoting 选择性的错误应用
3.misrepresenting numbers 歪曲的数字
4.distorting visuals 扭曲的视觉效果
DISTINGUISHING ETHICAL DILEMMAS FROM ETHICAL LAPSES
区分道德困境与伦理缺失
ENSURING ETHICAL COMMUNICATION
确保伦理沟通
CHAPTER 2:COMMUNICATION IN TEAMS AND MASTERING LISTENING AND NONVERBAL COMMUNICATION
团队沟通和听力与不同语言沟通的掌控
ON THE JOB
SOLID TEAMWORK+EFFECTIVE COMMUNICATION=A GREAT SHOPPING EXPERIENCE
坚实的团队+有效地沟通=一次完美的购物体验
一.improving your performance in teams
在团队中提高你的表现
ADVANTAGES AND DISADVANTAGE OF TEAMS团队的优势与劣势
1.increase information and knowledges增加信息和知识
2.increase diversity of view 增加多样性的观点
3.higher performances levels 更高的性能水平
4.groupthink 群体思维
5.hidden agendas 幕后动机
6.free riders免费搭车 [是指不承担任何成本而消费或使用公共物品的行为，有这种行为的人或具有让别人付钱而自己享受公共物品收益动机的人成为免费搭车者。]
COLLABORATIVE COMMUNICAITON 协作意识
1.select collaborators carefully 仔细的选择合作者
2.agree on project goals before your start 在你开始之前达成一致的项目目标
3.give your teams time to bond before diving in
在开始准备做事之前给时间让团队团结在一起
4.clarify individual responsibilities 明确个人职责
5.establish clear processes 制定明确流程
6.make sure tools and techniques are ready and compatible the team
确保工具和技术准备和团队共处
7.avoid writing as a group 避免以小组形式写作
8.check to see how things are going the way 检查看看