商務(wù)溝通英語(yǔ)ppt1

Chapter1:FundamentalTheoriesofBusinessCommunicationTheRoleofCommunicationInBusinessFramework1.1businesscommunication(BC)defined1.2theorganization&itsstructure1.3dynamic&multi-channelednatureofBC1.4internalcommunication(IC)1.5externalcommunication(EC)1.6corporateculture&internalcommunication1.7formal&informalcommunication(FC&IFC)1.8summary一群外國(guó)人逛中國(guó)商場(chǎng)，發(fā)現(xiàn)門口有個(gè)牌子，上面寫著“小心地滑”，留學(xué)生們笑了，中國(guó)人真有意思，把這當(dāng)旱冰場(chǎng)了，讓我們小心地（DE）滑！小心滑倒！扁鵲見蔡恒公

原文：扁鵲見蔡桓公，立有間，扁鵲曰：“君有疾在腠理，不治將恐深。”桓侯曰：“寡人無(wú)疾?！北怡o出，桓侯曰：“醫(yī)之好治不病以為功?！本邮?，扁鵲復(fù)見曰：“君之病在肌膚，不治將益深?！被负畈粦?yīng)。扁鵲出，桓侯又不悅。居十日，扁鵲復(fù)見曰：“君子病在腸胃，不治將益深?！被负钣植粦?yīng)。扁鵲出，桓侯又不悅。居十日，扁鵲望桓侯而還走?；负罟适谷藛?wèn)之，扁鵲曰：“疾在腠理，湯熨之所及也；在肌膚，針石之所及也；在腸胃，火齊之所及也；在骨髓，司命之所屬，無(wú)奈何也。今在骨髓，臣是以無(wú)請(qǐng)矣

。居五日，桓公體痛，使人索扁鵲，已逃秦矣，桓侯遂死。

注釋：扁鵲（biǎnquè）：姓秦，名越人，戰(zhàn)國(guó)時(shí)鄚（mò）地人，屬于早期秦人一支。醫(yī)術(shù)高明。所以人們就用傳說(shuō)中的上古神醫(yī)扁鵲的名字來(lái)稱呼他。關(guān)于扁鵲：有一次扁鵲行醫(yī)到虢（讀音：guó國(guó)）國(guó)，虢國(guó)的太子死了，正要下葬。扁鵲問(wèn)明了其病情后，斷定太子未死，先用針刺療法，一會(huì)兒太子醒來(lái)，又把藥物敷在太子肋下，一會(huì)兒，太子就站了起來(lái)，最后給太子配湯藥喝，僅僅服了30多天，太子就完全康復(fù)了。蔡桓(huán)公：實(shí)指齊桓公田午(前400年—前357年，44歲)，田氏代齊以后的第三位齊國(guó)國(guó)君，謚號(hào)為“齊桓公”，因與“春秋五霸”之一的姜姓齊國(guó)的齊桓公小白相同，故史稱“田齊桓公”或“齊桓公午”。因?yàn)楫?dāng)時(shí)蔡國(guó)已亡，而齊國(guó)都上蔡，故說(shuō)蔡桓公。（齊國(guó)都城是臨淄，田氏代齊之后也不曾遷都，何來(lái)“齊國(guó)都上蔡”一說(shuō)，難道此上蔡非彼上蔡？）。韓非（約前280-公元前233），戰(zhàn)國(guó)時(shí)期重要的思想家，先秦法家學(xué)說(shuō)的集大成者?！俄n非子》為法家重要著作

譯文：一天，扁鵲進(jìn)見蔡桓公，站了好一會(huì)兒說(shuō)道：“您有病在皮下，要是不治，恐怕會(huì)加重?！被腹卮鹫f(shuō)：“我沒(méi)有病?！北怡o退出后，桓公說(shuō)：“醫(yī)生總是喜歡給沒(méi)病的人治病，并把這作為自己的功勞?！边^(guò)了十天，扁鵲又拜見蔡桓公，說(shuō)：“您的病已經(jīng)到了肌膚，要是不治，就會(huì)更加厲害了?！被腹牶蟛焕聿撬?。扁鵲退出，桓公又是很不高興。過(guò)了十天，扁鵲再次拜見蔡桓公，說(shuō)：“您的病已經(jīng)進(jìn)入腸胃，要是不治，就更加嚴(yán)重了?！被腹圆焕聿撬１怡o退出，桓公又是極不高興。又過(guò)了十天，扁鵲遠(yuǎn)遠(yuǎn)地看見桓公轉(zhuǎn)身就跑。桓公很奇怪，故此特派人去問(wèn)他，扁鵲說(shuō)：“病在皮下，用藥熱敷治療就可以醫(yī)治好的；病在肌膚之間，用針刺就可以醫(yī)治好的；病在腸胃中，用清火湯劑就可以醫(yī)治好的；要是病在骨髓，那就是掌管生命的神所管的了，我就沒(méi)有辦法治療了?，F(xiàn)在桓公的病已發(fā)展到骨髓里面，我因此不再過(guò)問(wèn)了?！边^(guò)了五天，桓公感到渾身疼痛，便派人去尋找扁鵲，這時(shí)，扁鵲已經(jīng)逃到秦國(guó)去了?？偨Y(jié)：以時(shí)間為序，寫扁鵲與蔡桓公的四次見面，又傳神地再現(xiàn)兩人見面時(shí)不同的神態(tài)、語(yǔ)言和性格，突出扁鵲慧眼識(shí)病，盡職盡責(zé)，敢于直言，機(jī)智避禍，和桓公的驕橫自信、諱疾忌醫(yī)。扁鵲態(tài)度好，溝通方式不夠。蔡桓公偏見，先入為主。結(jié)尾，扁鵲不得不逃亡，暗示了專制君主統(tǒng)治下的殘暴。文中深刻揭示了及時(shí)醫(yī)過(guò)，防微杜漸的道理，溝通方式的重要性，頗能引人深思。1.1BusinessCommunication(BC)DefinedDefinition:adynamic,multi-channeledprocess,whichcoversinternalaswellasexternalcommunicationinagivenorganization1.2TheOrganization&ItsStructureConcept:Anorganizationreferstoanadministrativeandfunctionalstructure(likeacompanyorcorporation),inwhichacertainnumberofpeopleareabletocommunicatewitheachotherandarewillingtomakecontributiontoacommongoal.Organization’sStructure1.DepartmentbyProduct2.DepartmentbyFunction3.DepartmentbyRegion1.3Dynamic&Multi-ChanneledNatureofBC1.DynamicBCisalwayschangingwiththechangingbusinessandneverremainsstatic.2.Multi-ChanneledBusinesspeoplegetintouchwitheachotherinamulti-channeledway:talktoeachothervis-à-visoroverthephone;sendeithere-mailorfaxesetc.1.4InternalCommunication(IC)1.Definition:Internalcommunicationreferstothepartofcommunicationthattakesplacewithinagivenorganization.2.ThreekindsaccordingtotheICstructure:DownwardcommunicationUpwardcommunicationHorizontalcommunication1.4.1DownwardCommunicationDefinition:Downwardcommunicationreferstothecommunicationwhichgoesfromthetoptothebottom,fromthemanagementtothesubordinates.OfthethreekindsofInternalcommunication,downwardcommunicationplaystheleadingroleasitoftencarriesinstruction,decisions,suggestions,announcementsandsoon.

DCcanbecarriedoutin

awrittenway(likememos,bulletins,reports,newsletters,etc.)anoralway(liketelephonetalks,presentations,speeches,videoconferences,etc.)

WhenDCispassedthroughanoralchannel,partofthemessagemaygetdistortedorlost.AlthoughmanagementisentitledtoanychannelsforaDC,aface-to-facetalkisoftenmorepreferable.ThenecessitytosendemployeesthedownwardinformationFirst,showstherecognitionoftheemployees’needforinformationfromthemanagement,whichwillhaveastrongcohesiveimpactontheemployeesfortheorganization.Second,tellingemployeestherealsituationtheorganizationfaceswillclarifysomelikelydoubtsandevenrumorsamongtheemployees.Third,bytellingemployeestherelevantinformation,themanagementcangetthenecessaryfeedback—positiveornegative—theyexpectfromemployees,likesuggestions,comments,complaintsorevencriticisms.CharacteristicsofDCone-waynatureauthoritativeandinfluentialManagersshouldminimizetheuncertaintyandvaguenessintheirdownwardcommunication.MBWA(ManagementByWalkingAround)Sometimes,aGeneralManagermayuseDCoutsidehisoffice,likeawalkingtalkoranon-the-siteinspection.MBC(ManagementbyCoaching):Achallengetothetraditionalwayofmanaging.Foramanager,tocoachistodevelophissubordinates’abilitiesandbringtheirpotentialintofullplay.上下同欲者勝

上下同欲者勝，與民同利者興。在企業(yè)管理中，領(lǐng)導(dǎo)者能引導(dǎo)上下心往一處想，勁往一處使，為實(shí)現(xiàn)特定的目標(biāo)而不懈地努力，企業(yè)就能越辦越興旺。

歷史上很多帝王與民爭(zhēng)利、向民奪利，唐太宗一反這種做法。這位開明的皇帝提出了“與民同利”的有遠(yuǎn)見的思想。

貞觀初年，天下大旱，關(guān)中百姓有的賣兒賣女。唐太宗李世民為了社稷安定，曾祈求上天，可上天仍不賜雨，唐太宗又要開渭河引水灌溉，又遭到大臣們的反對(duì)，大臣們說(shuō)，開渭河會(huì)像隋煬帝開運(yùn)河那樣累計(jì)百姓，使天下怨聲載道，讓唐太宗慎思。唐太宗李世民慎思之后，再次上朝……

唐太宗面對(duì)眾臣說(shuō)：“前日上朝，諸位愛卿擔(dān)心朕將如隋煬帝那樣，開渭河累計(jì)百姓，使天下怨聲載道，勸朕慎思。朕慎思再三，輾轉(zhuǎn)反側(cè)，夜不能寢……朕終于想通了。古時(shí)大禹開山治水，跟從他的百姓歷盡艱辛，無(wú)一人怨恨，那是因?yàn)榇笥砼c自己百姓同苦同利。

隋煬帝開運(yùn)河，修建奢侈的宮殿，圖的是一人私欲，損害的是天下臣民，所以百姓揭竿而起，推倒了風(fēng)行萬(wàn)里的大隋。今日朕開渭河，為的是百姓，圖的是五谷豐登。朕不敢說(shuō)與大禹同舉，但朕愿效仿大禹，與百姓同苦同利！”

朝臣無(wú)言地看著唐太宗。唐太宗對(duì)眾臣說(shuō)：“今日朕身體力行，親往渭水開河。朕不詔命你們，愿跟從朕的，朕歡迎，不愿跟從的，朕也不責(zé)怪?！?/p>

唐太宗這種與“與民同利”的思想與孫子的“上下同欲者勝”。有異曲同工之妙。1.4.2UpwardCommunication(UC)Definition:Upwardcommunicationreferstothecommunicationinanadverseway,fromalowerlevel(subordinateone)toahigherlevel(managerone),oreventothetop(theCEOortheGM)UCmakesitpossibleforthemanagementtohearthevoiceoftheirsubordinates,whichisbeneficialforthemanagerialleveltocheckthecorrectnessortheappropriatenessoftheirdecisions,soastoimprovetheirlater-ondownwardcommunication.UCisreliableandvaluableontheconditionthatitisofthesubordinates’ownwill.Employees’worriescauserealproblemsforthemanagementwhentheywanttomakeanevaluationofthoseUCmessages.Themanagementcannotbesurewhethertheycandependonthosemessagesfromtheiremployees,andtowhatextenttheycandependonthem.ThetopmanagementcandosomethingtoencourageUCiftheyreallycareaboutit.1.4.3HorizontalCommunication(HC)Definition:

Horizontalcommunicationreferstothecommunicationatthesamelevelinanorganization.HCisusuallycharacterizedbyitsinformality,closenessandspeed.HCiscasualinform,butoftenseriousinitscontent.HCisoftenneglectedbythemanagementbecauseofitsinformality.HCisdual-functioninnature:itcouldhaveapositiverole,ifappropriatelyguided,incoordinatingeachother’sideasorbehaviorssoastomatchtheinternalcontextofagivenorganization.However,itmayalsohaveanegativeimpactuponthemoraleofemployeesataparticularlevel.Ofthethreekindsofinternalcommunicationmentionedabove,DCplaystheleadingrole—notjustin