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Unit 1 Communication • Main forms of communication in business • Fundamentals of business writing • Techniques for effective communication Part I Main forms of communication in business • Oral communication — personal conversations, speeches, meetings, voice mail, telephone conversations, videoconferences • Written communication — letters, memos, formal reports, news releases, e-mails, faxes, minutes Communication: meaningful exchanges of information through messages • Formal communication — internal: memos, reports, meetings, written proposals, oral presentations, meeting minutes — external: letters, written proposals, oral presentations, speeches, news releases, press conferences, advertising • Informal communication — communication transmitted outside formally authorized channels without regard for the organization’s hierarchy of authority • Verbal communication — transmission of messages in the form of words: meetings, telephone calls, voice mail, videoconferences • Nonverbal communication — communication transmitted through actions and behaviours rather than through words: gestures, facial expressions, posture, body language, dress, makeup Part II Fundamentals of written business communication Basic patterns Letters (p.138): formal Memos (p.140): less formal Faxes (p.140): less formal E-mails (p.139): least formal Business reports: formal or less formal Techniques for writing Keep paragraphs short (100 words or fewer) Use lists and bullets — List items should be parallel in structure — place important ideas first or last Make subject lines informative Tomorrow's meeting Bring consultant’s report to Friday’s meeting Employee parking Revised schedule for parking lot Use familiar words (Use plain English) – terminate end – utilize use – ascertain find out – discontinue stop More examples? Convey different types of messages Routine, good-news, and goodwill messages – In the opening, state your main idea directly. – The body provides all necessary details. – The close is cordial, emphasizing your good news or making a statement about the specific action desired. Convey different types of messages Bad-news messages indirect approach: put the evidence first and the main idea later. – Open with a neutral statement that acts as a transition to the reasons for the bad news. – In the body, give the reasons that justify a negative answer before stating or implying the bad news. – Your close must always be cordial. Convey different types of messages Persuasive messages indirect approach – In the opening, mention a possible benefit, referring to a problem that the recipient might have, posing a question, or mentioning an interesting statistic. – In the body, build interest in the subject and arouse your reader’s desire to comply. Once you have them thinking, you can introduce your main idea. – The close is cordial and requests the desired action. Writing Business Report Business reports help companies make decisions and solve business problems. – to oversee and manage company operations – to carry out company rules and ways of doing things – to obey government and legal requirements – to inform others of what’s been done on a project – to guide decisions on particular issues – to get products, plans or projects accepted by others Reports may be classified in several ways: – voluntary or authorized – internal or external – short or long – informational or analytical Four formats: – preprinted form: fill-in-the-blank reports; relatively short; dealing with routine information – letter: including all the normal parts of a letter; directed to outsiders – memo: short, informal reports distributed within an organization – manuscript: reports that require a formal approach See p.144 Part IV Oral Presentations • Review the relevant unit in Learning Strategies • Refer to p.35, pp.58-59 of Book 3 Part V Nonverbal Communication Types • Facial expression • Gesture & posture: revealing a lot about a person’s emotions and attitudes • Vocal characteristics (tone of voice, volume & speaking pace) • Personal appearance • Touching behaviour • Use of time and space Part V I Cross-cultural Communication • Develop cross-cultural awareness • Accumulate relevant knowledge and information