MBA必修課《管理溝通》英文版課件

Chapter7

Chapter71

Usingthethree-stepwritingprocessforroutineandpositivemessages

Usingthethree-stepwriting2questionHowtoproduceeffectivemessagesefficiently?Youshouldfaceinnumerousroutineandpositivemessagesduringthetypicalbusinessday.Mostbusinesscommunicationisaboutroutinematters:orders,information,companypolicies,claims,credit,employees,products,operations,andsoon.Theyarerarelylongorcomplex.questionHowtoproduceeffect3Contents:three-stepwritingprocesshelp

youproduceeffectivemessagesefficientlyStep1.PlanYourMessageStep2.WriteYourMessageStep3.CompleteYourMessageContents:three-stepwritingp4Planyourmessage—fourtasksofplanningFirstMakesureyourpurposeisclear,andyouknowenoughaboutyouraudiencetocraftasuccessfulmessage.SecondGatherallinformationyouraudienceneedstoknowfrompresentationsetupstoluncharrangementstoparking,thatsavesyouandyouraudiencethetimeandthetroubleofadditionalmessagestofillinthegaps.thirdSelecttherightmediumforthemessageandtheaudience,e-mailandinstantmessagingmaybeuseful,butprintedmemosandlettersarestillcommon.fourthDefiningyourmainidea,limitingyourscope,selectingadirectoranindirectapproachandoutliningyourcontent.Planyourmessage—fourtaskso5Writingyourmessage1Adaptyourapproachtoyouraudience.Yourattitudeshouldbepolite,emphasizethepositive,andusebias-freelanguage,Makeyourwritingasactiveaspossible.3Openwithaclearstatementofmainidea,includeallnecessarydetailsinthebody,andthenclosecordially.2Bemorepractice,whenyourmainideaiswelldefinedalready,limitthescopeofyourmessage.Writingyourmessage1Adaptyou6CompleteyourmessagereviseEvaluatingcontentandorganizationtomakesureyouhavesaidwhatyouwanttointheorderyouwanttosayit,reviewreadability,duceDesignyourdocumenttosuityourpurposeandyouraudience,carefulfontselection,theuseofwhitespace,ofreadLookingfortypes,errorsinspellingandmechanics,alignmentproblems,poorprintqualityandsoon.distributeChooseadistributionmethodthatbalancescost,convenience,time,security,andprivacy.nowadayselectronicalwayiseffective,onintranets,extranets,orwebsitesandblogs,orviae-mailandIMfordifferentaudiencesCompleteyourmessagereviseEva7EFFICIENCIALCOMMUNCIATIONMAKINGROUTINEREQUESTSEFFICIENCIALCOMMUNCIATIONMAKI8Communication--Makingrequestsforinformation,action,producesadjustments,orothermattersisaroutinepartofbusiness.

--Inmostcasesyouraudiencewillbepreparedtocomply,aslongasyou’renotbeingunreasonableoraskingsomeonetodosomethingtheywouldexpectyoutodoyourself.--Byapplyingaclearstrategyandtailoringyourapproachtoeachsituation,you’llbeabletogenerateeffectiverequestsquickly.Communication--Makingrequ9StrategyForRoutineRequests

Likeallbusinessmessages,routinerequesthavethreeparts:--anopening--abody--acloseUsingthedirectapproach,openwithyourmainidea,whichisaclearstatementofyourrequest.Usethebodytogivedetailsandjustifyyourrequests.Thenclosebyrequestingspecificaction.StrategyForRoutineRequests10StateYourRequestUpFrontBeginroutinerequestbyplacingyourrequestfirst-upfrontiswherestandsoutandgetsthemostattention.Ofcourse,gettingrighttothepointshouldnotbeinterpretedasalicensetobeabruptortactless.StateYourRequestUpFrontBeg11PayattentiontotoneEventhoughyouexpectafavorableresponse,thetoneofyourinitialrequestisimportant.Insteadofdemandingaction,softenyourrequestwithwordsuchaspleaseandIwouldappreciate.PayattentiontotoneEventhou12AssumeyouraudiencewillcomplyAnimpatientdemandforrapidserviceisn’tnecessary.Youcangenerallymaketheassumptionthatyouraudiencewillcomplywithyourrequestoncethereasonforitisclearlyunderstood.Assumeyouraudiencewillcomp13PunctuatequestionsandpoliterequestsdifferentlyApoliterequestinquestionformrequiresnoquestionmark:“WouldyoupleasehelpusdeterminewhetherKateKingsleyisasuitableapplicantforthisposition.”Adirectquestionwithinyourmessagedoesrequireaquestionmark:“DidKateKingsleydemonstrateanabilitytoworksmoothlywithclients?”Punctuatequestionsandpolite14BeSpecificStatepreciselywhatyouwant.Forexample,ifyourequestthelatestmarketdatafromyourresearchdepartment,besuretosaywhetheryouwantaonesummaryorahundredpagesofrawdata.BeSpecificStatepreciselywh15ExplainandJustifyYourRequestUsethebodyofyourmessagetoexplainyourinitialrequest.Maketheexplanationasmoothandlogicaloutgrowthofyouropeningremarks.Ifpossible,pointouthowcomplyingwiththerequestcouldbenefitthereader.Forinstance,ifyouwouldlikesomeassistanceinterpretingcomplexdata.pointouthowabetterunderstandingofquality-controlissueswouldimprovecustomersatisfaction.ExplainandJustifyYourReque16AskthemostimportantquestionsfirstIfcostisyourmainconcern,youmightbeginwithaquestionsuchas“Whatisthecostforshippingthemerchandisebyairversustruck?”Thenyoumaywanttoaskmorespecificbutrelatedquestionsabout,say,discountsforpayingearly.Askthemostimportantquestio17DealwithonlyonetopicperquestionIfyouhaveanunusualorcomplexrequest,breakitdownintospecific,individualquestionssothatthereadercanaddresseachoneseparately.Don’tputtheburdenofuntanglingacomplicatedrequestonyourreader.Thisconsiderationnotonlyshowsrespectforyouraudiencestimebutalsogetsyouamoreaccurateanswerinlesstime.Dealwithonlyonetopicperq18RequestSpecificActioninaCourteousCloseCloseyourmessagewiththreeimportantelements:1)Aspecificrequest,2)Informationabouthowyoucanbereached3)Anexpressionofappreciationorgoodwill.Whenyouaskreaderstoperformaspecificaction,askthattheyrespondbyaspecifictime,ifappropriate.Plus,byincludingyourphonenumber,e-mailaddress,officehoursandothercontactinformation,youhelpyourreadersrespondeasily.RequestSpecificActioninaC19AskingforInformationandActionWhenyouneedtoknowaboutsomethingtoelicitanopinionfromsomeone,ortorequestasimpleaction,youusuallyneedonlyask.Inessence,simplerequestssay.

WhatyouwanttoknoworwhatyouwantreaderstodoWhyyou‘remakingtherequestWhyitmaybeinyourreaders’interesttohelpyouAskingforInformationandAct20StrategyforRoutineRepliesandPositiveMessagesStrategyforRoutineRepliesa21ContextStartwiththeMainIdeaProvideNecessaryDetailsandExplanationEndwithaCourteousCloseContextStartwiththeMainIde22Useadirectapproachforpositivemessages.Weusuallyusethedirectapproach.1、placeyourmainidea.2、usethebodytoexplainalltherelevantdetails.3、closecordially.

Useadirectapproachforposi23StartwiththeMainIdea

InsteadofThis Iampleasedtoinformyouthatafterdeliberatingthemattercarefully,ourhumanresourcescommitteehasrecommendedyouforappointmentasastaffaccountant.WriteThisCongratulations.You’vebeenselectedtojoinourfirmasastaffaccountant,beginningMarch20.StartwiththeMainIdea

Inst24ExampleYoureducationalbackgroundandinternshiphaveimpressedus,andwebelieveyouwouldbeavaluableadditiontoGreenValleyProperties.Asbenefits.Inthatregard,youwillmeetwithourbenefitsmanager,PaulaSanchez,at8a.m.onMonday,march21.Shewillassistyouwithallthepaperworknecessarytotailorourbenefitpackagetoyourfamilysituation.Shewillalsoarrangevariousorientationactivitiestohelpyouacclimatetoourcompany.ExampleYoureducation25ProvideNecessaryDetailsandExplanation

InsteadofThis

No,wenolongercarrytheSportsgirllineofsweaters.WriteThis

ThenewOlympiclinehasreplacedtheSportsgirlsweatersthatyouaskedabout.Olympicfeaturesawiderrangeofcolorsandsizesandmorecontemporarystyling.ProvideNecessaryDetailsand26Example Thezipperonthecarryingcaseyoupurchasedisdouble-stitchedandguaranteedforthelifeoftheproduct.ThekitchenAidmixeryouorderedisourbest-sellingmodel.Itshouldmeetyourcookingneedsformanyyears.Example Thezipperon27EndwithaCourteousClose

Yourmessageismostlikelytosucceedifyourreadersareleftfeelingthatyouhavetheirbestinterestsinmind.Youcanaccomplishthistaskeitherbyhighlightingabenefittotheaudienceorbyexpressingappreciationorgoodwill.Iffollow-upactionisrequired,clearlystatewhowilldowhatnext.see”Checklist:WritingRoutineRepliesandPositiveMessages”toreviewtheprimarytasksinvolvedinthistypeofbusinessmessage.EndwithaCourteousClose

You28StrategyforroutinerepliesandpositivemessagesStrategyforroutinerepliesa29Contents

AnopeningStartwiththemainidea.AbodyProvidenecessarydetailsandexplanation.AcloseEndwithacourteouscloseContentsAnopening30StartwiththemainideaByopeningyourroutineandpositivemessagewiththemainideaorgoodnewsTrytomakeyouropeningclearandconcise.StartwiththemainideaByope31StartwiththemainideaSo,thebestwaytowriteaclearopeningistohaveaclearideaofwhatyouwanttosay.Beforeyouputonewordonpaper,askyourself,“whatisthesinglemostimportantmessageIhavefortheaudience?”StartwiththemainideaSo32ProvidenecessarydetailsandexplanationMaintainthesupportivetoneestablishedintheopening.Getthespacetoexplainyourpointcompletely.Putthenegativeportionofyourmessageintoasfavorableacontextaspossoble.Providenecessarydetailsand33ProvidenecessarydetailsandexplanationYoucanusenegativeinformationinthistypeofmessageonlyifyou’rereasonablysuretheaudiencewillrespondpositively.Otherwise,usetheindirectapproach.Providenecessarydetailsand34EndwithacourteouscloseMakesuretheaudienceunderstandswhattodonextandhowthatactionwillbenefitthem.Highlightingabenefittotheaudience.Expressingappreciationorgoodwill.EndwithacourteouscloseMake35演講完畢，謝謝觀看！演講完畢，謝謝觀看！36Chapter7

Chapter737

Usingthethree-stepwritingprocessforroutineandpositivemessages

Usingthethree-stepwriting38questionHowtoproduceeffectivemessagesefficiently?Youshouldfaceinnumerousroutineandpositivemessagesduringthetypicalbusinessday.Mostbusinesscommunicationisaboutroutinematters:orders,information,companypolicies,claims,credit,employees,products,operations,andsoon.Theyarerarelylongorcomplex.questionHowtoproduceeffect39Contents:three-stepwritingprocesshelp

youproduceeffectivemessagesefficientlyStep1.PlanYourMessageStep2.WriteYourMessageStep3.CompleteYourMessageContents:three-stepwritingp40Planyourmessage—fourtasksofplanningFirstMakesureyourpurposeisclear,andyouknowenoughaboutyouraudiencetocraftasuccessfulmessage.SecondGatherallinformationyouraudienceneedstoknowfrompresentationsetupstoluncharrangementstoparking,thatsavesyouandyouraudiencethetimeandthetroubleofadditionalmessagestofillinthegaps.thirdSelecttherightmediumforthemessageandtheaudience,e-mailandinstantmessagingmaybeuseful,butprintedmemosandlettersarestillcommon.fourthDefiningyourmainidea,limitingyourscope,selectingadirectoranindirectapproachandoutliningyourcontent.Planyourmessage—fourtaskso41Writingyourmessage1Adaptyourapproachtoyouraudience.Yourattitudeshouldbepolite,emphasizethepositive,andusebias-freelanguage,Makeyourwritingasactiveaspossible.3Openwithaclearstatementofmainidea,includeallnecessarydetailsinthebody,andthenclosecordially.2Bemorepractice,whenyourmainideaiswelldefinedalready,limitthescopeofyourmessage.Writingyourmessage1Adaptyou42CompleteyourmessagereviseEvaluatingcontentandorganizationtomakesureyouhavesaidwhatyouwanttointheorderyouwanttosayit,reviewreadability,duceDesignyourdocumenttosuityourpurposeandyouraudience,carefulfontselection,theuseofwhitespace,ofreadLookingfortypes,errorsinspellingandmechanics,alignmentproblems,poorprintqualityandsoon.distributeChooseadistributionmethodthatbalancescost,convenience,time,security,andprivacy.nowadayselectronicalwayiseffective,onintranets,extranets,orwebsitesandblogs,orviae-mailandIMfordifferentaudiencesCompleteyourmessagereviseEva43EFFICIENCIALCOMMUNCIATIONMAKINGROUTINEREQUESTSEFFICIENCIALCOMMUNCIATIONMAKI44Communication--Makingrequestsforinformation,action,producesadjustments,orothermattersisaroutinepartofbusiness.

--Inmostcasesyouraudiencewillbepreparedtocomply,aslongasyou’renotbeingunreasonableoraskingsomeonetodosomethingtheywouldexpectyoutodoyourself.--Byapplyingaclearstrategyandtailoringyourapproachtoeachsituation,you’llbeabletogenerateeffectiverequestsquickly.Communication--Makingrequ45StrategyForRoutineRequests

Likeallbusinessmessages,routinerequesthavethreeparts:--anopening--abody--acloseUsingthedirectapproach,openwithyourmainidea,whichisaclearstatementofyourrequest.Usethebodytogivedetailsandjustifyyourrequests.Thenclosebyrequestingspecificaction.StrategyForRoutineRequests46StateYourRequestUpFrontBeginroutinerequestbyplacingyourrequestfirst-upfrontiswherestandsoutandgetsthemostattention.Ofcourse,gettingrighttothepointshouldnotbeinterpretedasalicensetobeabruptortactless.StateYourRequestUpFrontBeg47PayattentiontotoneEventhoughyouexpectafavorableresponse,thetoneofyourinitialrequestisimportant.Insteadofdemandingaction,softenyourrequestwithwordsuchaspleaseandIwouldappreciate.PayattentiontotoneEventhou48AssumeyouraudiencewillcomplyAnimpatientdemandforrapidserviceisn’tnecessary.Youcangenerallymaketheassumptionthatyouraudiencewillcomplywithyourrequestoncethereasonforitisclearlyunderstood.Assumeyouraudiencewillcomp49PunctuatequestionsandpoliterequestsdifferentlyApoliterequestinquestionformrequiresnoquestionmark:“WouldyoupleasehelpusdeterminewhetherKateKingsleyisasuitableapplicantforthisposition.”Adirectquestionwithinyourmessagedoesrequireaquestionmark:“DidKateKingsleydemonstrateanabilitytoworksmoothlywithclients?”Punctuatequestionsandpolite50BeSpecificStatepreciselywhatyouwant.Forexample,ifyourequestthelatestmarketdatafromyourresearchdepartment,besuretosaywhetheryouwantaonesummaryorahundredpagesofrawdata.BeSpecificStatepreciselywh51ExplainandJustifyYourRequestUsethebodyofyourmessagetoexplainyourinitialrequest.Maketheexplanationasmoothandlogicaloutgrowthofyouropeningremarks.Ifpossible,pointouthowcomplyingwiththerequestcouldbenefitthereader.Forinstance,ifyouwouldlikesomeassistanceinterpretingcomplexdata.pointouthowabetterunderstandingofquality-controlissueswouldimprovecustomersatisfaction.ExplainandJustifyYourReque52AskthemostimportantquestionsfirstIfcostisyourmainconcern,youmightbeginwithaquestionsuchas“Whatisthecostforshippingthemerchandisebyairversustruck?”Thenyoumaywanttoaskmorespecificbutrelatedquestionsabout,say,discountsforpayingearly.Askthemostimportantquestio53DealwithonlyonetopicperquestionIfyouhaveanunusualorcomplexrequest,breakitdownintospecific,individualquestionssothatthereadercanaddresseachoneseparately.Don’tputtheburdenofuntanglingacomplicatedrequestonyourreader.Thisconsiderationnotonlyshowsrespectforyouraudiencestimebutalsogetsyouamoreaccurateanswerinlesstime.Dealwithonlyonetopicperq54RequestSpecificActioninaCourteousCloseCloseyourmessagewiththreeimportantelements:1)Aspecificrequest,2)Informationabouthowyoucanbereached3)Anexpressionofappreciationorgoodwill.Whenyouaskreaderstoperformaspecificaction,askthattheyrespondbyaspecifictime,ifappropriate.Plus,byincludingyourphonenumber,e-mailaddress,officehoursandothercontactinformation,youhelpyourreadersrespondeasily.RequestSpecificActioninaC55AskingforInformationandActionWhenyouneedtoknowaboutsomethingtoelicitanopinionfromsomeone,ortorequestasimpleaction,youusuallyneedonlyask.Inessence,simplerequestssay.

WhatyouwanttoknoworwhatyouwantreaderstodoWhyyou‘remakingtherequestWhyitmaybeinyourreaders’interesttohelpyouAskingforInformationandAct56StrategyforRoutineRepliesandPositiveMessagesStrategyforRoutineRepliesa57ContextStartwiththeMainIdeaProvideNecessaryDetailsandExplanationEndwithaCourteousCloseContextStartwiththeMainIde58Useadirectapproachforpositivemessages.Weusuallyusethedirectapproach.1、placeyourmainidea.2、usethebodytoexplainalltherelevantdetails.3、closecordially.

Useadirectapproachforposi59StartwiththeMainIdea

InsteadofThis Iampleasedtoinformyouthatafterdeliberatingthemattercarefully,ourhumanresourcescommitteehasrecommendedyouforappointmentasastaffaccountant.WriteThisCongratulations.You’vebeenselectedtojoinourfirmasastaffaccountant,beginningMarch20.StartwiththeMainIdea

Inst60ExampleYoureducationalbackgroundandinternshiphaveimpressedus,andwebelieveyouwouldbeavaluableadditiontoGreenValleyProperties.Asbenefits.Inthatregard,youwillmeetwithourbenefitsmanager,PaulaSanchez,at8a.m.onMonday,march21.Shewillassistyouwithallthepaperworknecessarytotailorourbenefitpackagetoyourfamilysituation.Shewillalsoarrangevariousorientationactivitiestohelpyouacclimatetoourcompany.ExampleYoureducation61ProvideNecessaryDetailsandExplanation

InsteadofThis

No,wenolongercarrytheSportsgirllineofsweaters.WriteThis

ThenewOlympiclinehasreplacedtheSportsgirlsweatersthatyouaskedabout.Olympicfeaturesawiderrangeofcolorsandsizesandmorecontemporarystyling.ProvideNecessaryDetailsand62Example Thezipperonthecarryingcaseyoupurchasedisdouble-s