《國(guó)際商務(wù)溝通》課程教學(xué)大綱

1、國(guó)際商務(wù)溝通課程教學(xué)大綱一、課程基本情況（一）課程名稱：國(guó)際商務(wù)溝通 International Business Communication （二）課程負(fù)責(zé)人： 郭蘇文（三）學(xué)時(shí)與學(xué)分：30學(xué)時(shí) 學(xué)分2分（四）適用專業(yè)：經(jīng)濟(jì)管理類（五）課程教材：商務(wù)溝通原則與實(shí)踐(英)Ronald B.Adl著,北京大學(xué)出版社2005.7（六）參考教材：商務(wù)管理與溝通洛克（Locker美）機(jī)械工業(yè)出版社2005.1跨文化溝通指南Sana Reynolds Deborah清華大學(xué)出版社，2004.10商務(wù)溝通李健, 李旸中國(guó)對(duì)外經(jīng)濟(jì)貿(mào)易出版社，2005.7 商務(wù)英語溝通 艾菲德羅伯茨 (英) 復(fù)旦大學(xué)出版社

2、2006.7商務(wù)溝通錢焱, 張卓立信會(huì)計(jì)出版社 2006.2商務(wù)溝通技巧(英)蘇格蘭學(xué)歷管理委員 中國(guó)時(shí)代經(jīng)濟(jì)出版社 2004-09商務(wù)溝通黃竹英、黃鸝，重慶出版社，2001.9二、任務(wù)課程的性質(zhì)、任務(wù)和基本要求商務(wù)溝通（商務(wù)交流）是專為經(jīng)濟(jì)管理類本科生所設(shè)置的實(shí)務(wù)性的基礎(chǔ)課程。在世界經(jīng)濟(jì)日益全球化的今天，交流已成為工商界人士必備的技能，溝通的重要性越來越被人們所認(rèn)識(shí)。與管理溝通課程不同，商務(wù)溝通課程的訓(xùn)練旨在提高學(xué)生在實(shí)際商務(wù)活動(dòng)情境中與其他人交往和溝通的能力。本課程內(nèi)容覆蓋商務(wù)交流所必需的技巧，主要包括交流過程、口頭表達(dá)、傾聽、非語言交流、面談、求職方法、與跨文化的上司、下屬、同事溝通的方

3、法，以及與顧客溝通的技巧等。本課程要求學(xué)生理解商務(wù)溝通對(duì)工作和人生成就的重要性，熟悉各種不同類型的商務(wù)溝通方式和方法，認(rèn)識(shí)影響有效溝通的主要因素，根據(jù)商務(wù)活動(dòng)的具體情況有效地利用不同的溝通方法，提高在實(shí)際組織和業(yè)務(wù)中的溝通能力和技巧。三、 學(xué)時(shí)分配建議 本課程教學(xué)總時(shí)數(shù)為30課時(shí)，具體學(xué)時(shí)分配可參照下表 序號(hào) 課 程 內(nèi) 容 課 時(shí) 理論（案例）教學(xué)（節(jié)） 實(shí)踐教學(xué)（節(jié)） Chapter 1Communicating at work1.1 Definition and nature of Business Communication (BC) 1.2 Kinds of Business Com

4、munication (BC) 1.3Choosing the optimal communication channel4Chapter 2Essential elements of communication2.1 Verbal communication 2.2 Nonverbal communication2.3 Elements of communication 4Chapter 3listening 3.1 The importance of listening 3.2 Factors leading to poor listening 3.3 How to improve our

5、 listening4Chapter 4Communication、Culture and Work4.1Cultural diversity and communication4.2 Organizational cultures 4Chapter 5communication with subordinates and superior efficiently5.1 Value of communicating with superior and subordinates efficiently 5.2 How to communicate with superior and subord

6、inates efficiently 4Chapter 6communication with customers efficiently 6.1 Principals of communicating with customers 6.2 Skills of communicating with customers 4Chapter 7interview7.1 Kinds of interview 7.2 Skills of job interview 4Review2合 計(jì)30四、教學(xué)內(nèi)容和基本要求 Chapter 1 Communicating at work 教學(xué)目的要求  

7、 Learn definition、nature and kinds of business communicationUnderstand the role of communication in international businessLearn channels of communication 教學(xué)重點(diǎn)   Channels of communicationNature and kinds of business communication 教學(xué)內(nèi)容  1.1 Definition and nature of Business Communication (BC

8、) BC ：A dynamic, multi-channeled process, which covers internal as well as external communication in a given organization. Dynamic and multi-channeled nature 1.2 Kinds of Business Communication (BC) Downward communicationInternal Communication: Upward communicationHorizontal communication External c

9、ommunicationEC refers to the kind of communication between the organization and the outside institutions and persons concerned.Public relations department Marketing strategy -Advertisement 1.3. Choosing the optimal communication channelFace-to-face communication SpeedControlInstantaneous feedbackPer

10、sonal qualityDifficult to arrangeCan be expensive and time-consumingExaggerates personality differencesTeleconferencing Minimizes cost and delays of face-to-faceLacks visual component of face-to-faceInitiator does not know physical context of receiverEasier to initiate than teleconferencingTelephone

11、 and voice mailHave some personal elements of telephoneDealing with cumbersome automatic voice mail programs can be annoyingOne-sided voice communications can shortcut conversational overhead and intermediariesWritten communicationPermanentDeals well with complex subjectsPermits time for composition

12、Less prone to errorsChapter 2 Essential elements of communication 教學(xué)目的要求   Understand definitions and characters of Verbal communication and Nonverbal communicationMaster elements of communication 教學(xué)重點(diǎn)   Analysis on elements of communication;Functions of channel and feedback in internation

13、al business communication 教學(xué)內(nèi)容   2.1 Verbal communication 2.1.1 Expressing all kinds of ideasThe uniqueness of VC is in that it can best express all ideas we want to express.2.1.2 Keeping and disseminating informationYou can store your idea into the computer.You can contact someone who is not i

14、n the office through telephone or leave a message 2.1.3 More clarified and efficient than other ways2.2 Nonverbal communicationNonverbal communication refers to the communication that is not in words, but through ones voice qualities, facial expressions, gestures, body movements, or attitudes toward

15、s apace and time, etc. NC used to be neglected by many people, simply because of its nonverbal nature.2.2.1 Voice qualitiesVoice quality covers a number of elements, of which three are worth our special attention. i.e.: volume; rate; pitch2.2.2 Facial expressions1、Movement of eyebrows 2、Movement of

16、eyes 3、Smile Gesture is another indispensable element for nonverbal communication. Different gestures express different messages.Some gestures seem to be known by all. Posture refers to our body positions as a whole.Posture sends different messages to other people.2.3 Elements of communication 2.3.1

17、 MessageDefinition of messageKinds of message2.3.2 Sender and receiverOral channel and Written channel Formal channel and Informal channelPositive feedback and negative feedbackInner feedback and Outer feedbackExperienced-drivenAttitude-drivenIncomplete message-driven Chapter 3 listening 教學(xué)目的要求 

18、0; Understand the importance of listeningLearn to overcome barriers and listen activelyMaster skills of listening 教學(xué)重點(diǎn)   Factors leading to poor listeningHow to improve our listening 教學(xué)內(nèi)容   3.1 The importance of listening Some people may assume the top management has little to do with list

19、ening.In order to maximize the sources of information, the top management listen to others opinion, suggestions. Organizations hold managerial meetings on regular time.The intermediate management is in a position to receive (and to feedback, too) directives from the top management and to give instru

20、ctions to the employees.Managers at the intermediate lever should be sharp listeners while receiving directives from their bosses.They should not hesitate to ask his boss for clarification-because top management sometimes may neglect to give clear messages.Line-employees are end-receivers of the mas

21、sage.It is essential for them to correctly understand the message they have received.They should not hesitate to ask his boss for clarification-because top management sometimes may neglect to give clear messages3.2 Factors leading to poor listening Speaker-orientedLacking eye contactLifeless voiceLa

22、ck proper gesturesClothing factorPoor organization of the speechA wrongly-chosen topic / audienceFacility-led poor effectListener-orientedPerception against the speakerLacking patienceInternal noiseOther factorsExternal noiseExternal noise3.3 How to improve our listeningFor eye contactFor voice For

23、gesturing For clothing For speech organizationBe objectiveBe patient Be aware of the internal noiseNoise Malfunctioning of facilitiesChapter 4 Communication、Culture and Work教學(xué)目的要求   Understand the nature of CultureLearn Culture differences in international business Master skills of listening Un

24、derstand the relationship between organizational Culture and Internal Communication 教學(xué)重點(diǎn)   Culture differences in international businessRelationship between organizational Culture and Internal Communication 教學(xué)內(nèi)容   4.1 Cultural diversity and communicationThe nature of cultureLearned, not in

25、nateShapes our view of the worldDetermines how we interactFormed of many dimensionsIs usually invisible to its inhabitantsCulture differences in international businessFormality Social Customs Styles of DressTime Tolerance for Conflict Gender Roles Co-culture dimensions and communicationRegional Diff

26、erencesEthnicityDisabilities4.2 Organizational culturesOrganizational CultureDimensions of Organizational CultureCreating and Maintaining Organizational Cultures It is a causal relationship-without a sound corporate culture, one can hardly expect a sound internal communication.Many companies are pay

27、ing more attention to the build-up of sound corporate culture.There is no universal corporate culture. Every organization has its own unique culture or value set. Chapter 5 Communication with superior and subordinates efficiently 教學(xué)目的要求   Understand value of communicating with superior and subo

28、rdinates efficiently Learn basic principals of communicating with superior and subordinates Master skills of communicating with superior and subordinates 教學(xué)重難點(diǎn)   Basic principals of communicating with superior and subordinatesHow to communicate with superiors and subordinates with different cha

29、racters 教學(xué)內(nèi)容   5.1 Value of communicating with superior and subordinates efficiently 5.1.1 Value for superior Build a happy working environmentBetter relationship between employees and bossHelp to construct company cultureImprove management of the organization5.1.2 Value for subordinateDo you h

30、ave understood directions from your boss fully?Do you want your boss to like you?Do you want to get more space to develop?Do you want to be promoted?Do you want your salary increased quickly?5.2 How to communicate with superior and subordinates efficiently 5.2.1 Skills of communicate with superior a

31、nd subordinates efficiently1、Make discussion with your employeesPrepare yourself and your employeeSet a tone of collaborationBe clear about your purposeAsk employees what they think2、Skills of communication with superior efficiently The boss is your bossPay attentionAsk questionsWrite things downMak

32、e suggestionsPassing on Information 5.2.2 Eight key sentences of communicate with superior efficiently5.2.3 Different communicational methods for Different superiors and subordinates with different character Chapter 6 Communication with customers 教學(xué)目的要求   Understand value of communicating with

33、customers efficiently Learn basic principals of communicating with customers Master skills of communicating with customers 教學(xué)重點(diǎn)   How to communicate with customers efficiently before selling/ in the process of selling/after selling教學(xué)內(nèi)容   6.1 Principals of communicating with customers 6.1.1

34、 Principal of customers first 6.1.2 Principal of sincerity 6.1.3 Principal of Benefit- inducement 6.2 Skills of communicating with customers 6.2.1 Communication before sellingMedia communicationInterpersonal communication6.2.2 Communication in the process of sellingHelp customers know more about the

35、 new product Help customer give up misgiving and get the impulsion to buy the products6.2.3 Communication after sellingPreparation Technical support Response to customers complaintsChapter 7 interview 教學(xué)目的要求   Understand types of interviewMaster communicational skills before interview/ in the process of interview/after interviewLearn to prepare different interviews effectively 教學(xué)重難點(diǎn)   Skills of interviewPreparation for an interview教學(xué)內(nèi)容   7.1 Kinds of interview 7.1.1 Information-gathering interviewSurvey inte