[管理学]chapter2 the processes and barries of BC.pptVIP

Chapter 2 process and types of business communication Shilan Liu Guangdong University of Foreign Studies Part3 Processes and elements of Business communication 活动测试：我是谁？ 请先拿一张小纸条，回答下列问题： －－我觉得我自己是个什么样的人？ 请再拿一张小纸条，用下列问题拟采访你周围三位同学： －－你觉得我是个什么样的人？ 请拿着两张小纸条进行比较，并回答下列问题： －－两张纸的内容是一样的吗？ －－明明是观察同一个人，为什么写出来的答案会不一样呢？ A Process Model of Communication Communication Process Model 商务沟通要素（Elements of BC） 信息源 Information Source (Who is initiating action?) 听众 Audience (positive, neutral, or negative ; key or secondary audiences ) 沟通目标 Communication Objective (solving problem) 环境 Environment (internal external) 信息 Message (Consider how much information they need, what doubts they’re likely to have, how your proposal will benefit them?) 媒介 Media （speak, write, call, E-mail, meet, fax, produce a videotape, or hold a press conference ) 反馈 Feedback (Communication is not an act, but a process. ) Successful business communication depends on answering a few crucial questions: Have you mastered and organized all the relevant information? Have you taken into account the personal and organizational context? Have you defined a clear, achievable objective? Have you considered the needs of your audiences? Have you expressed yourself as clearly, vividly, and forcefully as possible? Have you chosen the right communication channels? 案例 林：妈妈，你能把订书机借给我吗？我的科技作业需要。 妈：（向后退，略微皱皱眉）你知道，林，我不介意借给你，但你从来不把它带回来。 林：（走向前，轻声抽泣）妈妈，这件事情真的需要，我答应这次一定带回来。 妈：（向后退，把双臂交叉在胸前）你上次借时就是这么跟我说的。 林：（恳求道）对不起，我答应一用完就带回来。 妈：（严厉的声音）好吧，但这是最后一次，如果你不带回来，我就再也不借给你了。 林：谢谢妈妈。（拿着订书机跑了） Part4 Types and channels of business communication Communication Style 1．根据信息载体的异同，沟通可分为言语沟通(verbal communication)、非言语沟通(nonverbal communication)。  图1.2 沟通的种类 2.根据沟通的正式性程度 －－－－正式沟通 formal communication －－－－－非正式沟通 informa