商务沟通考点
1. What effective communication is, five characteristics of effective business
messages: communication is effective when the message is understood and when it
simulates action or encourages a receiver to 考点对应译文
1. 有效的沟通是什么：
当信息被理解或鼓励接收模拟行动以新的方式来思考。
最有效的商业信息的5个特征: think in new ways.
A. provide practical information
B. Give facts rather than impressions C. Clarify and condense information D. State precise responsibilities E. Persuades others and offer recommendations
2. Five types of communication barriers A. perceptual and language differences, B. restrictive environment, C. deceptive tactics,
D. distractions- 1.physical distractions 2.emotional distractions 3.information overload 4.round-the clock accessibility 3. Four guidelines for overcoming communication barriers:
A. adopt an audience-centered approach, B. foster an open communication climate, C. commit to ethical communication, D. creates efficient messages.
4. Advantages and disadvantages of teams: Advantages:
A. information and knowledge, B. diversity of views,
C. acceptance of a solution, D. performance levels; Disadvantages: A. groupthink, B. hidden agendas, C. free riders,
D. high cost of coordinating group activities 5. Characteristics of effective teams: A. have a clear sense of purpose, B. communicate openly and honestly, C. reach decisions by consensus, D. think creatively, E. train focused,
F. resolve conflict effectively
A. 提供实用信息 B. 提供事实而非印象 C. 简明概要的信息 D. 精确的受众导向性 E. 说服别人,并提供建议
2.五种交际障碍： A.感觉和语言的差异 B.环境的限制
C.虚伪的、哄人的、欺骗策略 D.让人分心的事物—1.身体方面 2. 情绪干扰3. 信息过载 4.
3.克服交际障碍的四个准则：
A.采用以受众为中心的方式 B. 营造开放的交流的气氛 C. 致力于伦理沟通 D.创建高效有效信息 4. 团队的优缺点： 优点：
A.知识和信息丰富
B. 多样性的看法、观点
C.解决方案更易被团队所接受 D. 提高工作绩效水平 缺点： A.群体思维 B.掩盖工作议程 C.搭便车
D.较高的团队活动成本 5. 有效的团队的特点： A. 有一个明确的目的 B. 开诚布公地进行交流 C. 高效作出决策 D. 创造性的思考 E. 集中精力
F. 有效地解决冲突
6. Barriers of effective listening: A. physical distraction, B. differing viewpoints, C. poor note taking, D. prejudgment, E. self-centeredness, F. selective listening,
G. speech/thought disparity, H. inappropriate reaction
7. Guidelines for listening effectively: A. match listening style to speaker purpose-1.content listening2.critical listening3.empathic listening, B. fight physical distractions, C .listen actively, D. provide feedback
8. Types of nonverbal communication: A. facial expression, B. gesture and posture, C. vocal characteristics, D. personal appearance, E. touching behavior, F. use of time and space
9. Four types of cultural differences: A. contextual differences,
B. legal and ethical differences, C. social differences, D. nonverbal differences 10. Social differences:
A. attitude toward materialism-although
people in the united states have many different religions and values, the predominant us View is that material comfort is an important goal and that people who work hard are more admirable;
B. roles-culture dictates who communicates with whom, what they say, and in what way; C. status-culture also dictates how people show respect and signifies rank;
D. manners-the rules of polite behavior vary from country to country;
E. time-attitude toward time is different from country to country. 6.有效倾听的障碍： A.身体方面的干扰 B.不同的观点 C. D. E.
F. 选择性的听力 G. 语音/思维差异 H. 不恰当的反应。 7.有效倾听的建议：
A.根据说话者的风格选择倾听方式 目的：1.内容倾听 2. 试听 3.
B.克服物理性障碍 C.主动地倾听 D.倾听后的反馈
8. 不同类型的非语言交流： A. 面部表情 B. 手势与体态 C. 声音特点 D. 个人仪容 E. 动人的行为
F. 时间和空间的使用 9.文化差异的四种类型： A.语境差异 B.法律道德差异 C.社会差异 D.非语言差异 10.社会差异：
A. 辩证唯物主义的态度
—虽然美国人有许多不同的宗教信仰和价值观，我们的主要观点是, 物质文明是一种重要的进球, 而且人们努力工作的人更令人惊叹
B.文化角色命令谁联系、说什么、用什么方式
C. 文化也是人们如何尊重和象征等级
D. 礼貌行为的规则从不同的国家
E.时间—不同的国家对待事件的态度不同
11. Nine guidelines of improving your oral skills:
A. try to eliminate noise; B. observes body languages;
C. clarify your true intent with repetition and examples,
D. don’t talk down to the other person, E. use objective, accurate language, F .learn foreign phrases,
G .adapt your conversation style to the other person’s,
H. check frequently for comprehension, I. clarifies what will happen next. 12. three-step writing process:
A. planning your message-1.analyze the situation2.gather information3.adapt to the audience,
B. writing your message-1.organize the information2.compose the message
C. completing your message-1.revise the
message2.produce the message3.proofread the message
13.沟通渠道： 口头:
The opportunity it provides for immediate feedback;
the reduced ability to revise your message before your audience hears it; 书面:
Let you plan and control the message; Miss out on the immediate feedback you would receive with many oral media. 14. Use the “you” attitude:
the “you” attitude is best implemented by expressing your message in term of the audience’s interests and needs
15. Choosing the most appropriate channel and medium:
A. use the written channel when-1.you need no immediate feedback2.your message is
detailed, complex, or requires careful planning 3.you need a permanent, verifiable record4.your audience is large and geographically dispersed 11. 9种提高你的口语技能的方式：
A. 试图消除噪声 B. 观察身体语言
C. 你的真实意图和重复澄清和实例
D. 不要贬低他人
E. 用客观、准确的语言 F. 学习外国的短语
G. 根据别人的谈话方式调整你的谈话方式
H. 经常检查的理解
I. 阐明了接下来会发生什么 12. 写作过程的三个步骤： A. 规划你的讯息 1.
2. 3. B.
1. 2. C. 1. 2.
13.沟通渠道： 口头:
它能够提供及时的反馈；
降低了你的观众听到这消息之前修改信息的能力 书面：
让你计划和控制信息；
不能获得像口头媒体那样的即时反馈。
14. 用“你”的态度 “你”的态度是最好的执行中表达你的讯息听众的兴趣和需要
15. 选择最合适的渠道和媒介。 A. 用书面渠道
1. 你不需要及时的反馈
2. 你的讯息是详细的,复杂的,或者需要仔细规划
3. 你需要一个永久的、能证实的记录 4. 你的听众是大型和地理上分散的
5.you want to minimize the distortion that can occur when messages pass orally from person to person6.immediate interaction with the audience is either unimportant or
undesirable7.your message has no emotional component;
B. use the oral channel when-1.you want immediate feedback from the audience2.your message is relatively straightforward and easy to accept3.you need no permanent record4.you can assemble your audience conveniently and economically5.you want to encourage
interaction to solve a problem or reach a group decision6.you want to read the audience’s body language or hear the tone of their response7.your message has an emotional component;
C. use electronic forms when-1.you need speed2.you’re physically separated from your audience3.time zones differ4.you must reach a dispersed audience personally. 16.organizing business messages: A. recognize good organization,
B. define the main idea and limit the scope, C. structure the message to decide what you need to say,
D. arrange message sequence according to the audience’s probable reaction
17. Controlling your style and tone:
A. use a conversation tone-1.avoid obsolete and pompous language2.avoid intimacy
3.avoid humor4.avoid preaching and bragging, B. use plain English,
C. select active or passive voice
appropriately-1.to be diplomatic2.to avoid attributing either credit or blame3.to create an objective tone
18. How to select words:
A. use functional and content words correctly-1.denotation and connotation 2.abstraction and concreteness,
B. find words that communicate-1.choose strong words2.choose familiar words3.avoid cliches4.use jargon carefully 5.你想减少信息在人与人之间传播时的失真
6. 和观众即时互动是无足轻重的或不渴望的
7. 你的消息并没有情感的组成部分
B. 使用口头渠道
1. 你想要及时获得观众的反馈 2. 你的信息是相当简单,容易接受 3. 你不需要的永久记录
4. 你能经济的、方便的与观众交流 5. 你想要鼓励互动来解决问题或达到一个小组的决定
6. 你想读的观众的身体语言或者听到声响后他们的反应
7. 你的消息有情感成分 C. 使用电子表格 1. 你需要速度
2. 你和你的听众是分开的 3. 时区不同
4. 你必须达到了分散观众。 16. 组织商业信息 A. 认识良好的组织
B. 确定的主要思想和限定的范围 C. 结构信息来决定你需要什么来表示
D. 消息序列安排根据观众的可能
17. 控制你的风格和语调。
A.使用一个会话语调—1.避免过时的和自负的信息2. 避免亲密3. 避免幽默4.避免吹牛 B. 用简单的英语
C.选择适当的主动或被动的声音—
1. 要有技巧2. 为了避免把或是信用卡或责备3. 创造一个客观的音调
18.如何选择用词：
A. 正确使用功能和内容的话—1. 内涵和外延
2. 抽象和具体
B.找到适合沟通的词— 1. 2. 选择熟悉单词
3. 避免陈词滥调 4. 小心使用行话
19. Editing for conciseness:
A. delete unnecessary words and phrases, B. shorten long words and phrases, C. eliminate redundancies,
D .recast “it is/there are” starters. 20. Strategy for routine requests:
A. state your request up front-1.pay attention to tone2.assume your audience will comply3.avoid beginning with personal introductions4.be specific,
B. Explain and justify your request-1.ask the most important questions first3.ask only relevant questions3.deal with only one topic per question,
C. request specific action in a courteous close. 21. When your company is at fault: A. protect your company’s image,
B. try to regain the customer’s goodwill by referring to company errors carefully, C. don’t blame an individual or specific department,
D. avoid lame excuses,
E. don’t promise that problems will never happen again,
F. explains your company’s efforts to do a good job, implying that the error was an unusual incident.
22. using the direct approach when:
A. if you know that your audience is likely to prefer the bad news first, or if the situation is minor and the news will cause your audience little pain or disappointment-
a. start with a clear statement of the bad news, b. proceed to the reasons for the decision or information, c. end with a positive statement aimed at maintaining a good relationship with the audience;
B. using the indirect approach when: some preparation will help your audience accept your bad news-
a. make subject lines neutral, b. begin with a buffer, c. follow with reasons, d. state the bad news,
e. end with a positive close. 19. 编辑的简洁
A. 删除不必要的单词和短语, B. 缩短长单词和短语, C. 消除冗余
D. 改作“It is/There are”先发 20.日常要求的策略 A. 列出你的请求— 1. 注意语调
2. 假设你的观众会照办 3. 避免从个人简介4. 具体
B. 解释和说明你的请求—1. 最重要的问题,首先问2. 只问有关的问题 3. 只有一个主题,处理问题,
C.有礼貌的结束你的请求行为 21. 当你的公司是错误的时候： A. 保护你的公司的形象
B. 试着重新客户亲善参照公司错误仔细
C. 不要责备某个个人或相关部门,
D. 避免瘸腿的借口,
E. 不能保证问题不会再发生了 F. 说明贵公司的努力做好工作, 这意味着错误是很罕见的事件。
22. 用直接法时:
A. 如果你知道你的听众可能更喜欢坏消息, 或如果情况是很小的消息将会使你的听众的小疼痛或失望-
a. 开始明确陈述的坏消息, b. 继续的理由决定或信息,
c. 以一个积极的声明,旨在维持良好的关系和观众。
B. 采用间接的时候有些准备将帮助你的听众的接受你的坏消息— a. 使主题中立, b. 从一个缓冲区, c. 跟踪和原因 d. 国家的坏消息,
e. 最后以一个积极的关闭。
23. buffer-good buffers are sincere and relevant so that readers don’t feel they are being set up or “snowed”:
1. Never give the impression that good news will follow 2. Never say no
3. Don’t use wordy and irrelevant phrases and sentences
4. Refrain from using a know-it-all tone4.avoid apologizing
5. Don’t write a buffer that is too long 24. State the bad news:
A. minimize the space or time you devote to the bad news,
B. subordinates your bad news in a complex or compound sentence,
C. embed bad news mid-paragraph or use parenthetical expressions, D. end with a positive close.
25. Three techniques for saying no: A. refusing requests for information,
B. refusing invitations and requests for favors, C. refusing claims and requests for adjustment 26. AIDA plan:
A. organize persuasive messages using the AIDA plan-1.attention 2.interest 3.desire 4.action,
B. begin every persuasive message with an attention-getting statement that is- 1.personalized 2.you-oriented 3.straightforward 4.relevant,
C.in the interest section-1.continue the opening theme in greater detail 2.relate benefits specifically to the attention-getter, D. in the desire section-1.provide evidence to prove your claim2.draw attention to any enclosures,
E. end by- 1.suggesting a specific step the audience can take2.restating how the audience will benefit by acting as you wish3.making action easy
27. Uses of a preliminary outline:
Preliminary outlines establish the framework for planning and researching your report; 23. 障碍：良好的缓冲区真诚和有关使读者不觉得他们正在建立或“下”。
1. 从不给人一种印象:好消息要遵循 2. 永远说不
3. 不要使用唠唠叨叨的不相干的短语和句子
4. 避免使用万事通音调、避免道歉
5. 不要写一个缓冲区,太长了
24.陈述坏消息：
A. 减少空间和时间缩短到坏消息,
B. 你的下属的一个情结还是坏消息的复合句,
C. 坏消息mid-paragraph嵌入或者使用括号的表情,
D. 最后以一个积极的关闭。
25.说不的三种技巧： A. 拒绝请求的信息, B. 拒绝邀约并请求帮忙 C. 拒绝索赔和要求进行调整 26.AIDA计划：
A. 组织说服性信息使用AIDA—1. 注意2.3.4.的计划
27. 使用一个初步的轮廓。
初步建立了框架大纲计划和研究报告。
Compare with final outline:
your preliminary outline is a working draft that you will revise and modify as you go along. You’ll rework it to account for things you learn during your investigation and to balance your discussion so that coverage is neither too lignite in one area nor too heavy in another, but final outline is just a result. 28. Prefatory parts-
1. Synopsis or executive summary 2. List of illustrations 3. Table of contents 4. Letter of transmittal 5. Letter of authorization 6. Title page 7. Title fly 8. Cover; Text parts- 1. Notes
2. Recommendations 3. Conclusions 4. Summary 5. Body
6. Introduction;
Supplementary parts- 1. Index
2. Bibliography 3. Appendixes
29. Completing oral present ations: A. mastering the art of delivery- 1. Memorizing 2. Reading
3. Spending from notes 4. Impromptu speaking 5. Practicing your delivery 6. Preparing to speak; B. overcoming anxiety-
1.feeling more confident(prepare more material than necessary ,rehearse, think
positively, visualize your success , take a few deep breaths, be ready, be comfortable, don’t panic, keep going)
2. appearing more confident (don’t rush,
maintain eye contact, stand tall, don’t over do 和最后提纲的比较： 28.
1. 简介或执行概要 2.
3. 内容列表 4. 信息的传输 5. 授权书 6. 标题页 7. 8.
正文部分- 1. 笔记 2.建议 3. 结论 4. 总结 5. 身体 6. 介绍 辅助部分- 1.索引
2. 参考书目 3. 附录
29. 完成口头呈现
A. 掌握了表达的艺术性1. 记忆 2. 阅读
3. 支出的笔记 4. 即兴讲
5. 练习你的信息传递 6. 准备说话。 B. 克服焦虑- 1. 2.
hand gestures, use your voice);
C. handing questions responsively- 1 .focus on the questioner
2. Respond appropriately
3. Maintain control
4. Survive the hot seat
5. Motivate questions;
D. concluding your presentation.
C. 1. 2. 3. 4. 5. D. 结束你的简报。