商务沟通知识点 好.doc

U1 1.Describe the five characteristics of effective business communication.描述有效的商务沟通的五大特点：1、Provide practical information.提供实用信息2 、Give facts rather than impressions.给出事实而不是印象3、Clarify and condense information.澄清和浓缩信息4、State precise responsibilities.确定明确的责任5、Persuade others and offer recommendations.说服他人并提供建议 2.Describe five strategies for communicating more effectively on the job.描述在工作中有效商务沟通的五种策略1）Minimizing distractions.专注2）Adopting an audience-centered approach.以受众为中心3）Fine-tuning your business communication skills.调整商务沟通技巧4）Giving-and responding to-constructive feedback.给出和回答反馈的信息5）Being sensitive to business etiquette.注重商务礼仪 U2 1.Highlight the advantages and disadvantages of working in teams.描述团队工作的优点和缺点 1优点1）Increase information and konwledge.增加信息和知识2）Increased diversity of views.增加观点的多样性3）Increased acceptance of a solution. 让解决办法更容易接受4）Higher performance levels.获得更高的绩效水平。2缺点：（1）Groupthink.集体迷思2）Hidden agendas.易使员工隐藏动机3）Free riders.易使员工搭便车4）Cost.耗费时间和金钱 2.Describe the listening process and explain how good listeners overcome barriers at each stage of the process.描述倾听的过程，并解释一个好的听众如何克服每个阶段的障碍 1过程：Receiving,interpreting,remembering evaluating,responding.,回应。2策略：1.Control whatever barriers to physical reception you can.尽可能控制所接受的所有障碍2.Avoid selective listening by trying to focus on the speaker and analyzing what you hear.避免把注意力放在说话人本身，要分析你听到3.Keep an open mind by avoiding any prejudgment and by not listening defensively.保持开放的心态，不要有偏见和防御心理4.Try to paraphrase the speaker’s ideas,giving that person a chance to confirm or correct your interpretation.试着诠释说话者的观点，给那人机会来证实或纠正你的观点5.Don’t count your memory,but record,write down,or capture information in some other physical way.不要只用大脑记忆，要记录，写下来或其它方法来保留信息6.Improve your short-term memory by repeating information,organizing it into patterns,or breaking it into shorter lists.重复信息来提高你的短期记忆，整合在一起或整理成列表7.Improve your long-term memory by association,categorization,visualization,and mnemonics.通过组织，分类，视觉记忆及助记符提高你长期记忆能力 3.Clarify the i