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1、 商务沟通技巧商务沟通技巧Business CommunicationsBusiness CommunicationsWhat is communication?2 questions for you:1.Do you think that you are good at communication?2.Can you list some types of communication?什么是沟通“沟”是什么？九寨沟臭水沟什么是沟通？挖沟使两水相通。挖沟使两水相通。沟通就是信息传与受的行为，发送者凭借沟通就是信息传与受的行为，发送者凭借一定的渠道，将信息传递给接收者，并寻一定的渠道，将信息传递给
2、接收者，并寻求反馈以达到相互理解的过程。求反馈以达到相互理解的过程。What is communication?Communication is the process of sending and receiving messages.However,it is only effective when the message is understood and when it stimulates action or encourage the receiver to think in new ways.沟通图示沟通者沟通者Communicator/sender信息信息Message沟通对象
3、沟通对象Audience/receiver反应反应Response渠道选择渠道选择Channel Choice文化背景文化背景Culture沟通的要素The elements of Communication沟通者：Communicator/Sender沟通对象：Audience/Receiver沟通信息：Message渠道：Channel（载体，媒介）目的：ObjectiveDo you think that you are good at communication?你每次让别人给你帮忙，别人都答应了并且如你所愿的做好了吗？你做错事情时寻求别人原谅，你得到原谅了吗？你通知别人一件事时，别人
4、重视了吗？你想让别人采纳你的意见，别人采纳了吗？大家喜欢你吗？喜欢和你在一起吗？沟通与有效沟通不一样不能有效沟通的极端案例精神病患者有效沟通的经典案例立志大师力克胡哲芙蓉姐姐佛洛依德有效沟通的经典案例有效沟通的经典案例有效沟通重要吗约会与交友商务谈判向领导汇报工作落实具体事项教育孩子，解决和伴侣之间的矛盾有效沟通重要吗能否有效沟通决定了一个人在事业上有多大成就；个人能力发挥到何种程度；甚至在多大程度上拥有幸福快乐的生活。沟通能力可以通过学习来增强了解自己的特点建立自己的沟通特色学习的程序第一等级：易听者做好接受信息或者接受任务的准备要求：清晰表达你想说的和你想要的。第二等级：中听者持开放姿态，
5、不抵触要求：强调信息或者行为给听众带来的好处，直接清晰表达信息。学习的程序第三等级：难听者持抵触或质疑态度要求：寻找听者特点和价值观，先建立信任，再间接表达意图学习的程序第四等级：最难听者无决定权，有决定权的人不明，授权给听者给拒绝意见要求：寻找有决定权的人物，找到接触他的途径。然后再按照第三等级的做法做。Communication Strategy五个沟通策略1.Communicator Strategy 沟通者策略2.Audience Strategy 听众策略3.Message Strategy 信息策略4.Channel Choice Strategy 渠道选择策略5.Culture
6、Strategy 文化策略Communicator StrategyObjective Setting 目标设定Communication Style 沟通方式Credibility 可信度Objective Setting 目标设定General Objective 总体目标Action Objective 行动目标Communication Objective 沟通目标Communication StyleJoin 参与参与Consult 征询征询Sell 说服说服Tell 叙述叙述Increased Control提高控制程提高控制程度Increased Participation提高参
7、与程提高参与程度Credibility 可信度 Initial Credibility 初始可信度Acquired Credibility 后天可信度Factors to influence Credibility影响可信度的因素Rank 身份地位Goodwill 良好意愿Experience 经历/专业知识Image 形象Common Ground 共同基础Audience Strategy听众策略Who are they?确定听众What do they know and expect?他们知道什么，想要什么？What do they feel?他们的感受和状态What will pers
8、uade them?怎样说服他们Who are they确定听众Primary audience:首要沟通对象：直接接受你信息的人Key influencers:核心影响者：对沟通结果有影响力的人Decision-maker决策者；opinion leader意见领袖；gatekeepers信息守门员Secondary audience:次要听众：间接接受信息的人What do they know and expect？听众知识背景与需求Empathize with novices（初学者）同理心Deal with mixed background needs.满足有不同背景的听众的不同需求A
9、ddress second language issues强调外语因素What do they feel他们的感受和状态What emotions do they feel?他们的感受How interested are they in your message他们对你信息中的什么感兴趣What is their probable bias他们可能有什么偏见Is your desired action easy or hard for them?你要求的行动对他们来说是难还是易What will persuade them怎样说服他们Persuade with audience benefit
10、s以观众利益说服Persuade with credibility以信用度说服Persuade with message structure以信息结构说服Message StrategyHighlight your theme and purpose突出主题和目的Skills of Highlighting.强调的技巧Adjust your approach in different situations根据不同情况作调整Highlight your theme and purpose.强调主题和目的The difference between Data dumpAndOrganised id
11、eas想想杂乱无章的数据堆和有条理的观点之间有什么区别？为什么要强调主题Skills of Highlighting强调的技巧Conclusions at the beginning or the end把结论放在开头或结尾Organise the messages in points一条条地陈述观点Choose the design cascade根据不同的重要级别来设计版式Adjust your approach in different situations根据不同情况来调整All nonsensitive messagesDirect Approach:Theme at the beg
12、inningA highly sensitive messageAn analysis-oriented decision makerCultural normsIndirect Approach:Theme at the endAdjust your approach in different situationsAdjust your approach in different situations根据不同情况来调整In“tell”ModeKey pointsKey questionsSteps Alternatives to compareIn“sell”ModeList of reco
13、mmendationsList of benefitsProblem and possible solutionsAdjust your approach in different situations根据不同情况来调整CHOICES FOR DESIGN CASCADEPLACEMENTCentered Flush left Indented Run-inSIZEHeadings Text Tables&labels14-16 for writing 11-12 for writings 10 for writing28-32 for slides 18-24 for slides 14 f
14、or slidesFONT STYLE ALL CAPS Boldface Italics Regular textCulture Strategy文化策略Time 时间Fate 命运Communication Style 沟通方式Credibility 可信度Audience Selection 听众选择Persuation 说服Gender-based tendencies 给予性别的趋势Message structure 信息结构Culture Strategy文化策略Channel choice 渠道选择Nonverbal behavior 非口头行为Space and objects
15、 空间与物体Greetings and hospitality 问候与好客Writing SkillsWriting Strategies(Chapter 2)Writing:Macro Issues(Chapter 3)Writing:Micro Issues(Chapter 4)Writing StrategiesGeneral Composing TechniquesSpecial Composing TechniquesGeneral Composing TechniquesMaking writing decisionsResearchOrganiseFocusDraftEditSpecial Composing TechniquesOvercoming Writers BlocksGroup WritingEmailWriting:Macro IssuesHSVSignposts connectionEffective Paragraphs or sectionsHSVHeadingsSAS Limited wordingNot random wordsParallel formWhite SpaceTypography