资源描述
*,*,单击此处编辑母版标题样式,*,单击此处编辑母版文本样式,第二级,第三级,第四级,第五级,Contents in brief,Part I understanding the foundations of business communication,Part II applying the three-step writing process,Part III writing letters,memos,e-mail,and other brief messages,Part IV preparing reports and oral presentations,Part V writing employment messages and interviewing for jobs,Part Iunderstandingthe foundations of business communication,Chapter 1achievingsuccess througheffective business communication,Chapter 2communicatinginteamsand masteringlistening,nonverbalcommunication,andbusinessetiquette skills,Chapter 3communicatinginterculturally,Part IIapplyingthethree-stepwriting process,Chapter 4planning business message,Chapter 5writingbusinessmessages,Chapter 6completingbusinessmessages,Part IIIwritingletters,memos,e-mail,andotherbriefmessages,Chapter 7writingroutinemessages,Chapter 8writingbad-newsmessages,Chapter 9writingpersuasivemessage,Part IVpreparingreportsandoralpresentations,Chapter 10planning businessreports andproposals,Chapter 11writing business reportsand proposals,Chapter 12completing formalbusiness reports and proposals,Chapter 13planning,writing,and completing oral presentations,Part Vwriting employment messagesand interviewing for jobs,Chapter 14writing resumes and application letters,Chapter 15interviewingfor employment and followingup,Chapter 1 achieving success througheffective business communication,Learning objectives:,(1)Explainwhat effective communication is andhighlight five characteristicsof effective business messages,(2)Discussthreedevelopmentsin the workplacethat are intensifying the needto communicate effectively,(3)Describehow organizationsshareinformationinternallyand externally,(4)List eight ways theinternet facilitates businesscommunication,(5)Define the sixphases of the communication process,(6)Identifyand brieflydiscuss five types of communicationbarriers,(7)Discussfour guidelines for overcomingcommunication barriers,(8)Explainthe attributes ofethical communication,and differentiate betweenan ethicaldilemma andethical lapse,Communication,business,and you,Communication is the process of sending and receivingmessages.,Communication is effective only whenthe messageis understood andwhenit stimulates action orencourages areceiver tothinkin new ways.,Only througheffective communicationcan you anticipate problems,make decisions,coordinate work flow,superviseothers,develop relationships,and promoteproducts and services.,Characteristics ofeffective business messages,Provide practicalinformation:,Give facts ratherthan impressions,Clarify andcondense information,Stateprecise responsibilities,Persuade others and offer recommendations,Communication challengesin Todaysworkplace,The use of technology showcases yourcommunication skills and intensifies theneed to communicate effectively.,The increases in internationalbusiness dealingsand in thediversity ofthe workplace create communicationchallenges.,Todays employeesmust communicate with people who speak English as a second language.,When workingin teams,you should beableto clarify,confirm,give feedback,explore ideas,andcredit others.,Communication in organizational settings,To succeed,organizations mustshareinformationwithpeoplebothinsideand outsidethe company.,Internal communication refersto theexchange ofinformationand ideas in an organization.,International communication helps employees do their jobs,developa clear sense ofthe organizationsmission,and identify and react quickly to potentialproblems.,Communication in organizational settings,The formal flow ofinformationfollows theofficial chain ofcommand.,Downward flow:organizationaldecisions are usually made atthe top andthen flow down tothe people who will carry themout.,Upwardflow:executivesdependon lower-level employees to furnishthemwith accurate,timely reportson problems,emerging trends,opportunities forimprovement,grievances,and performances.,Communication in organizational settings,Horizontal flow helps employees share information andcoordinate tasks,and itis especially useful for solving complexand difficult problems.,The informalcommunication network carriesinformationalongthe organizations unofficiallinesof activityand power.,The grapevine is an importantsourceof information inmostorganizations.,Communicating externally,The externalcommunication network links the organization with theoutside world ofcustomers,suppliers,competitors,and investors.,Messages such as statements tothe press,letters to investors,advertisements,price increase announcements,andlitigation updatesrequire special care becauseof their delicatenature.,To minimizethe impact of anycrisis,expert communicators advisemanagers tocommunicatehonestly,openly,and often.,Communicating externally,In thecourse of your daily activities,you unconsciously absorb bits and pieces ofinformationthat add tothe collective knowledgeof your company.,Outsiders may forman impression ofyour organizationon thebasisof the subtle,unconscious clues you transmit thro
展开阅读全文