商務(wù)交際英語Chapter

1、English & Communicationfor Colleges 共五十七頁Review of Chapter 3Planning and Organizing MessagesPlanning Messages 策劃信息Four steps to plan a message identify the objective 確定(qudng)目的 determine the main idea 確定主要內(nèi)容 choose supporting information 選擇支持信息 adjust the message for the receiver 為信息接收者調(diào)整信息內(nèi)容共五十七頁I

2、dentify the objective. 確定目的(1) promote goodwill 增進(jìn)良好的關(guān)系(gun x)(2) inform 告知、傳遞信息(3) request 提出要求(4) record 記錄在案(5) persuade 說服對(duì)方共五十七頁Organizing Messages 組織信息(xnx)Direct order 直接順序Indirect order 間接順序Direct-indirect order 直接-間接順序多數(shù)商務(wù)信息的組織采用三種順序：直接順序，間接順序或直接-間接順序。共五十七頁Direct order: the main idea suppor

3、ting information. Positive and neutral messages are organized using the direct order. Indirect order: supporting information the main idea. Negative and persuasive messages are organized using the indirect order. Direct-indirect order: the positive message the reasons for the negative messages the n

4、egative message. When you have both a positive message and a negative message for the receiver, use direct-indirect order. 共五十七頁Idea firstfollowed by supporting informationGood NewsReasons firstfollowed by bad news itselfBad NewsGood & Bad News共五十七頁Choosing Words 詞語的選擇 Courteous Words 謙虛禮貌的用詞Positiv

5、e words 積極(jj)的用詞Proper titles 合適的頭銜Bias-free words 不帶偏見的用詞Appropriate Words 得體的用詞Precise words 準(zhǔn)確的用詞Up-to-date words 合乎時(shí)宜的用詞Concise words 簡(jiǎn)潔的用詞共五十七頁Creating Vigorous Sentences 佳句的打造Concise sentences 簡(jiǎn)明的句子Avoid unnecessary elementsAvoid passive voiceConcrete sentences 具體的句子specific 明確的precise 精確(jng

6、qu)的necessary information 必要的信息共五十七頁Building Strong Paragraphs建構(gòu)(jin u)強(qiáng)有力的段落Sentence structure in a paragraphBeginning sentence / topic sentenceMiddle sentencesEnding sentenceParagraph structure in business communicationOpening paragraph Developmental paragraphClosing paragraph共五十七頁Editing and Proo

7、freading Messages信息的編輯與校對(duì)(jio du) To edit is to review and revise a written message to improve it. 編輯是對(duì)寫好的信息進(jìn)行重審和修改，以便完善該信息。Proofreading is the process of reviewing and correcting the final draft of written message.校對(duì)是重審與更正書面信息的定稿這一過程。共五十七頁小練習(xí)(linx)Which of the following is a receiver-oriented state

8、ment?A. I grant your request for vacation from the week of August 14th.B. Our company works hard to meet the needs of our customers. C. As our guest, you will receive the attention that you deserve. D. We make every effort to serve our clients efficiently and at their convenience.Key C共五十七頁小練習(xí)(linx)

9、What is NOT included in the stage of planning a message? A. Toidentifytheobjective.B. Todeterminethemainidea.C. Tochoosesupportinginformation.D. Toevaluatethemessage.Key D共五十七頁小練習(xí)(linx)Positive and neutral messages are organized in . A. direct order B. indirect order C. indirect-direct order Key A共五

10、十七頁小練習(xí)(linx)Which of the following is a gender-biased word?(page 76)A. office worker B. employee C. congressman Key C共五十七頁小練習(xí)(linx)What is the main objective of a message that tells the receiver about a new product that will soon be available in stores? A.ToinformB.TorequestC.TorecordD.TopersuadeKey

11、 D共五十七頁Chapter 4Writing Memos and E-mails共五十七頁Case study: Communicating too fastNancy DiMelio 作為L(zhǎng)loyd Engineering公司計(jì)算機(jī)輔助設(shè)計(jì)（CAD）部門的一位經(jīng)理已經(jīng)取得了持續(xù)上升的好口碑。她的四名計(jì)算機(jī)操作員使用的是昂貴的、達(dá)到最新水平的計(jì)算機(jī)軟、硬件。公司里其它部門的人員對(duì)CAD部門使用的軟、硬件很是好奇，但是由于Nancy部門的工作量，她必須限制她的職員，讓他們不要花時(shí)間在說明或解釋CAD上。最近，正當(dāng)Nancy閱讀她每天得到的40多份電子郵件時(shí)，她發(fā)現(xiàn)了來自她的高級(jí)(goj)雇員L

12、ance Chow的報(bào)告。Lance 報(bào)告，來自“主機(jī)維護(hù)部”的Connie Reyes“借”了新的CAD軟件拷貝。這一借用破壞了Lloyd Engineering公司嚴(yán)格的軟件執(zhí)照規(guī)章。共五十七頁Nancy給她的上司寫了一份電子郵件。她寫道：“Connie Reyes是一名對(duì)自己希望過高的CAD藝術(shù)家。Connie應(yīng)該多關(guān)心她自己的工作，而不是要求借這價(jià)值970美元的軟件而破壞(phui)公司的法規(guī)?！?Nancy同時(shí)還提到了Lance，認(rèn)為他做了應(yīng)該做的事，把這件事報(bào)告了自己。Nancy把這份電子郵件發(fā)給了她的上司，同時(shí)作為附件，發(fā)給了Lance。 共五十七頁Nancy開始接到來自主機(jī)(z

13、hj)維護(hù)部的憤怒的電子郵件。他們對(duì)于Nancy批評(píng)自己的雇員之一很憤怒。Nancy的聲譽(yù)由于主機(jī)維護(hù)部而受到了很大損害。后來，Lance困窘地到Nancy的辦公室，告訴Nancy他不小心把Nancy的電子郵件發(fā)給了Connie。Lance 道歉了，Nancy使Lance安心道：“這個(gè)錯(cuò)誤，也是我的?！惫参迨唔揅omputer-Aided Design(CAD) 計(jì)算機(jī)輔助設(shè)計(jì)reputation n.聲譽(yù)，名聲，名氣state-of-the-art adj.最新式的；使用了最先進(jìn)技術(shù)的；頂尖水準(zhǔn)的workload n.工作量demonstrate v.證明；演示；示范senior adj.

14、地位較高的；高級(jí)(goj)的；年長(zhǎng)的；資深的senior worker 高級(jí)工人共五十七頁Mainframe Support department 主機(jī)維護(hù)(wih)部copy n.復(fù)制品；抄本；副本software n.軟件hardware n.硬件violate v.侵犯；違反；擾亂wannabee n. 趕超崇拜者，趕超崇拜者的人bcc Blind Carbon Copy 密送cc 英文全稱是 Carbon Copy(抄送)兩者的區(qū)別在于在BCC欄中的收件人可以看到所有的收件人名(TO,CC,BCC)，而在TO 和CC欄中的收件人看不到BCC的收件人名共五十七頁4.1 Uses of I

15、nternal Document 內(nèi)部(nib)文件的使用公司內(nèi)部經(jīng)常使用的文件有備忘錄，電子郵件(din z yu jin)等，像備忘錄、電子郵件這樣的信息交際，是上級(jí)和同事用來評(píng)價(jià)你工作表現(xiàn)的一種途徑。因此，學(xué)習(xí)如何在公司內(nèi)部使用備忘錄或電子郵件，就顯得十分重要了。本節(jié)的學(xué)習(xí)目標(biāo)是： 1了解如何在對(duì)內(nèi)交際中使用備忘錄。 2了解如何在對(duì)內(nèi)交際中使用電子郵件。 共五十七頁 Memos and emails The most common internal documents are memos and emails. A memo is a quick, easy way to communi

16、cate. It is more concise and less formal than a letter. 最常見的對(duì)內(nèi)文件是備忘錄和電子郵件。備忘錄是迅捷、簡(jiǎn)單的交際方式，比信函(xn hn)更簡(jiǎn)單，沒有信函(xn hn)那么正式。隨著網(wǎng)絡(luò)技術(shù)的發(fā)展，電子郵件在迅速取代備忘錄。memo n.備忘錄 =memorandum共五十七頁Memos and emails are efficient media of internal business communication for several reasons: 備忘錄和電子郵件是實(shí)現(xiàn)對(duì)內(nèi)商務(wù)交際的有效(yuxio)媒介。原因如下： 1.

17、They can be sent to more than one receiver. 能一次送達(dá)多位信息接收者。 2.They take less time to format and key than letters. 在格式和錄入的時(shí)間上比信函少 3.They are less expensive, time-consuming and complex than conference calls or meetings. 與電話會(huì)議或真實(shí)會(huì)議比，備忘錄和電子郵件的造價(jià)低，節(jié)省時(shí)間，簡(jiǎn)單不復(fù)雜。共五十七頁P(yáng)urposes of using memos Memos are used (1)

18、to provide a record(2) to advise, direct or state policy(3) to inform(4) to promote goodwill. 像備忘錄這樣的信息交際，是上級(jí)和同事用來評(píng)價(jià)你工作表現(xiàn)的一種途徑。因此，要謹(jǐn)慎使用備忘錄，也要謹(jǐn)慎選擇其接收者和主題。備忘錄的使用目的有：（1）記錄備案；（2）建議，指導(dǎo)或發(fā)布(fb)政策；（3）告知；（4）提高信譽(yù)。 共五十七頁小練習(xí)(linx)checkpoint 1 page 104 Keys 1. to state policy and to inform2. to inform3. to promo

19、te goodwill4. to provide a record 共五十七頁 4.2 Formatting and Writing Effective Internal Documents 有效的對(duì)內(nèi)(du ni)文件的格式與寫作 如何讓你所撰寫的備忘錄或電子郵件能夠(nnggu)達(dá)到你的目的？如何讓對(duì)內(nèi)信息實(shí)現(xiàn)有效的交互、撰寫一封有效的對(duì)內(nèi)文件？在這一節(jié)里，我們將一起來學(xué)習(xí)有效的對(duì)內(nèi)文件的格式與寫作技巧。本節(jié)的學(xué)習(xí)目標(biāo)是： 1認(rèn)識(shí)備忘錄的組成部分。 2了解傳統(tǒng)和簡(jiǎn)化的備忘錄格式。 3了解組織備忘錄和電子郵件信息內(nèi)容的方式。 4學(xué)習(xí)撰寫有效的備忘錄和電子郵件的指導(dǎo)策略。共五十七頁memo =

20、 memorandumInternal: written messages are transferred from one employee or department to othersFormat: heading + messagesMEMOTO: receivers names and job titlesFROM: senders name and job titleDATE: date of issuing the memoSUBJECT specifically what the memo is aboutOpening: purpose or context of the m

21、emoBody: details of the main ideaClosing: an urge for actionWhat is memo?共五十七頁Memo planHeaderSubject lineOpening paragraphSupporting details/explanationClosing共五十七頁P(yáng)arts of a memoMost memos contain a heading, a body and one or more notations. 大多數(shù)備忘錄由信頭、正文(zhngwn)和附注組成。共五十七頁heading 信頭Heading: TO, FRO

22、M, DATE, SUBJECT 備忘錄的信頭通常(tngchng)有四個(gè)組成部分：To, From, Date和Subject。 TO: The TO line contains the name of the person or people who will receive the memo, or a particular position or department. FROM: The senders name appears on the FROM line. DATE: Put the date that you write the memo on the DATE line,

23、 showing the full name of the month, the day and the year. SUBJECT: The SUBJECT line shows the topic of the memo. 共五十七頁To這一欄后跟備忘錄接收者的姓名，可以只寫其姓名全稱，也可以在其姓名后加上頭銜或其部門名稱。你還可以在To后面只寫某個(gè)具體職位或部門。From這一欄后跟信息發(fā)出者的名字(mng zi)，還可以在后面加上你的職位，部門，住所或電話分機(jī)號(hào)。在Date一欄后注明寫備忘錄的日期，一定要寫出日月年的全稱。在Subject一欄寫下備忘錄的主題，不要寫一個(gè)完整的句子，而是寫

24、出一個(gè)短語，簡(jiǎn)明扼要地展示主題。 共五十七頁body 正文(zhngwn)Body: Write your message in the body of the memo. Memos need no salutation. It should be concise and accurate. 備忘錄的正文(zhngwn)包含了信息內(nèi)容，不用寫稱呼語，要保持備忘錄的簡(jiǎn)潔精確。共五十七頁notations 附注(fzh)Notations: the keyboard operators reference initials and any notations below the initials

25、. 在附注部分，在正文下寫出打字人姓名縮寫，然后(rnhu)加上其他附注。舉例說明，如果一個(gè)備忘錄有附件，那就在打字人姓名縮寫下加上“附件”二字。 共五十七頁Sample StudyMemorandumTo: All StaffFrom: Allen Smith, Administrative OfficerDate: May 12, 2012Subject: Operating Instructions for New Copying Machines A new photocopier (復(fù)印機(jī)) has been installed in the general office. All

26、staff is welcome to use it. receivers name/ job titlesenders name / job title current date what the memo is aboutopening topic of the memo the issuing time introducing the main points共五十七頁Sample StudyMemorandum To ensure the copiers survival, it is important to keep the following procedures in mind.

27、 Use the machine for no longer than 30 minutes at a time. After use, allow the machine to cool for at least 5 minutes. Make sure the switch is turned off after use. Please speak to me if you have any questions about the machine. bodyclosing requesting actions共五十七頁Formatting the memosTwo styles: trad

28、itional or simplified. Page 108備忘錄有兩種格式：傳統(tǒng)格式和簡(jiǎn)化格式。In the traditional style, the heading appears at the top of the page. 在傳統(tǒng)格式里，備忘錄的信頭放在紙的上部分。 In the simplified style, the heading components are omitted. The simplified style is more frequent when electronic memos are written. 在簡(jiǎn)化格式里，不用寫信頭。簡(jiǎn)化格式更多地用于電子

29、(dinz)備忘錄即電子(dinz)郵件中。 共五十七頁Guidelines for planning and organizing memosPlanning a memo or an email requires four steps: 備忘錄或電子郵件的計(jì)劃需要四個(gè)步驟：1.Identify the objective. 明確寫作目的。 2.Identify the main idea. 明確主要內(nèi)容。 3.Determine the supporting information. 選擇支持信息。 4.Adjust the content to the receiver. 根據(jù)(gnj)

30、信息接收者調(diào)整內(nèi)容。 共五十七頁Use the direct order in a memo that contains good news or routine requests for the receiver. 在含有積極(jj)或中性信息的備忘錄中使用直接順序，即先說主要內(nèi)容，后加補(bǔ)充細(xì)節(jié)。 Use the indirect order in a memo that contains bad news or persuasive message for the receiver. 在含有負(fù)面或說服性信息的備忘錄中使用間接順序，即先說細(xì)節(jié)，后說主要內(nèi)容。共五十七頁After planni

31、ng and organizing a memo, writing and editing become your focus. There are some guidelines which help you write clear, concise memos. 113在對(duì)備忘錄進(jìn)行計(jì)劃和組織以后(yhu)，接下來的重點(diǎn)就是撰寫和編輯備忘錄。你可以采用一些指導(dǎo)策略，以便寫出清晰簡(jiǎn)明的備忘錄來。共五十七頁1131. restrict a memo to one main idea2. compose a short, clear subject line3. make the body st

32、and alone4. use tables and visual aids5. use headings in long memos6. number items in a list7. proofread your message共五十七頁Guideline 2 Compose a short, clear subject line. The subject line of a memo should reflect the main idea. The sentence that contains the main idea and the subject line of the mem

33、o should be similar and they should use the same key words. 策略2 主題要簡(jiǎn)短清晰。備忘錄的主題一欄應(yīng)當(dāng)能夠反映出主要內(nèi)容(nirng)，主題與主要內(nèi)容(nirng)的句子要基本一致，使用同樣的關(guān)鍵詞。 共五十七頁 4.3 Abuses of Internal Documents 對(duì)內(nèi)文件(wnjin)的濫用雖然備忘錄和電子郵件是實(shí)現(xiàn)內(nèi)部交際的有效手段，但并不意味著使用(shyng)得越多越好，對(duì)內(nèi)文件的濫用不僅不能促進(jìn)你和他人的交流，反而會(huì)阻礙交流、甚至有可能危害到你的人際關(guān)系。在這一節(jié)里，我們將來學(xué)習(xí)對(duì)內(nèi)文件的濫用，并學(xué)習(xí)如何解決

34、這些問題。本節(jié)的學(xué)習(xí)目標(biāo)是： 1了解備忘錄和電子郵件的濫用。 2掌握解決濫用問題的方法。 共五十七頁Abuse occurs when memos and emails are (1) written too frequently(2) written to gain attention(3) written by a committee(4) rewritten for each level of management. 備忘錄尤其(yuq)是電子備忘錄的便利性，有時(shí)會(huì)導(dǎo)致濫用，可能會(huì)有以下幾個(gè)方面：（1）寫得太頻繁，（2）為了引起關(guān)注，（3）撰寫者是整個(gè)委員會(huì)，（4）要寫給各層人員。共五十

35、七頁(1) Written too frequently Communication overload is a mental condition that occurs when a person receives so many messages that he or she fails to take the time necessary to read or understand. The solution to communication overload is fewer communications, not more. 在備忘錄被濫用的時(shí)候，整個(gè)公司機(jī)構(gòu)都將因?yàn)槌?fù)荷交際而受到

36、不良影響。超負(fù)荷交際指的是一種(y zhn)心理狀況，當(dāng)一個(gè)人收到太多信息而抽不出時(shí)間來閱讀或只能草草瀏覽的時(shí)候，就出現(xiàn)了超負(fù)荷交際。解決的辦法是減少這種交際。共五十七頁(2) Written to gain attention Too often, an ambitious person will consider memos as a way to call attention to what he or she is doing for the company or as a way to receive recognition from a supervisor. A memo lik

37、e this is often full of words like “I, me, my”. 一個(gè)雄心壯志的員工往往會(huì)把備忘錄當(dāng)做引起公司關(guān)注的方式，他希望能通過這樣的途徑獲得(hud)上級(jí)的認(rèn)可。這種備忘錄里充滿了“我，我的”等類似的詞匯。在這樣的情況下，與其說這個(gè)員工是個(gè)人才，還不如說他是個(gè)問題。 共五十七頁(3) Written by a committee A memo is often spoiled when it is a committee who writes it. The solution to this problem is to let one person rep

38、resent the committee and write the memos. 廚子太多，反而壞了一鍋湯。這句話比喻的是人多誤事。在一個(gè)委員會(huì)的人都參與到撰寫備忘錄的時(shí)候，也會(huì)遇到這種情形。委員會(huì)的成員們?cè)趥渫浀母袷胶蛢?nèi)容(nirng)上爭(zhēng)論不休，讓撰寫的過程既困難又費(fèi)時(shí)。解決辦法是由一個(gè)人代表委員會(huì)進(jìn)行撰寫。 共五十七頁(4) Rewritten for each level of management Sometimes, messages need to be sent to each employee level of a company from entry-level wor

39、kers to the president. Youd better write what is clearly directed to and appropriate for its receivers. 有的時(shí)候，信息需要傳達(dá)到從基層到總裁的公司各層員工手中。在這種情況(qngkung)下，信息發(fā)出者可能會(huì)復(fù)寫很多封一模一樣的備忘錄。但是，這么做是不對(duì)的。最好是根據(jù)不同的信息接收者，有針對(duì)性的組織內(nèi)容。 共五十七頁4.4 Writing Meeting Communications 會(huì)議(huy)交際文件的寫作 除了備忘錄和電子郵件，常見的內(nèi)部文件還有一些會(huì)議文件，如通知、議程、會(huì)議記錄等

40、。它們?cè)趯?shí)現(xiàn)內(nèi)部有效交際的時(shí)候也起到了重要的作用。本節(jié)的學(xué)習(xí)目標(biāo)是： 1了解幾種會(huì)議類型(lixng)。 2學(xué)習(xí)會(huì)議文件的寫作。 共五十七頁MeetingsMeetings are an important method of information exchange in any business setting. There are board meetings, conferences, training sessions and staff meetings. 在現(xiàn)今的全球經(jīng)濟(jì)下，許多公司采取了團(tuán)隊(duì)策略，不同(b tn)部門的員工組成團(tuán)隊(duì)、共同解決一些問題、交換意見、分擔(dān)責(zé)任。會(huì)議是商

41、務(wù)環(huán)境下信息交換的重要手段，有董事會(huì)會(huì)議，新聞發(fā)布會(huì)，培訓(xùn)會(huì)，員工大會(huì)等幾種。 共五十七頁Notices, agendas and minutesIn meeting communication, you may use several internal documents like notices, agendas and minutes. 會(huì)議交際里常用的對(duì)內(nèi)文件有：通知(tngzh)，議程，會(huì)議記錄等。 共五十七頁notices 通知(tngzh)Notification of a meeting is usually given by memos, no matter hard-cop

42、y ones or emails. The notice should include the date, time, location, theme of the meeting. 會(huì)議(huy)通知往往以紙制或電子備忘錄的形式發(fā)出，通知應(yīng)該包括日期、時(shí)間、地址、主題等內(nèi)容。 共五十七頁agendas 議程(ychng)An agenda is the order of business to be discussed during a particular meeting. Agendas help keep people focused on the scheduled topics. To plan an agenda, determine the meeting objective and prepare a list of topics to be discussed. Also include information about the meeting date, time and place. 有時(shí)，在發(fā)出通知的時(shí)候，會(huì)發(fā)出一份會(huì)議議程。議程列出了會(huì)議要討論的幾個(gè)議題。會(huì)議議程讓參會(huì)人關(guān)注一些設(shè)定好的話題