商務溝通技巧

BESINESSCOMMUNICATION:AnalysingandPresentingComplexCommunication1、GeneralinformationWhat’syouropinionaboutcommunication?reading,writing,listeningandtalking(speaking,bodylanguage,understanding)ImportanceofcommunicationInbusinessenvironment:EffectiveOralandWrittenCommunicationskillsareessential→promotegoodrelationshipsandbestworkingpractice2、Introductiontotheunit⒈Purpose:

respondingtoandpresentingcomplexbusinesscommunication.

⒉Outcomesandaccess

①Analysecomplexwrittenbusinessinformation.readcritically：content,format,layoutandstyle、strengthsandweaknesses.

②Producecomplexwrittenbusinessdocuments.

reports,specifications,lettersmemo(memorandum),proposalsandminutes.3.③Organiseandparticipateinaformalmeeting.

analysesituationsandmakedecisions,keeprecord,presentinformationtootherpeople,andtorespondtotheircommentsandquestions.⒊studytime60hours：

20hours/outcome(includingassessmenttime)⒋equipmentandmaterial

studentguide,dictionary,thesaurus,additionalreadingmaterial(BusinessEnglish)

⒌symbolsActivitySelfassessedquestion3、AssessmentIntroduction

①assessmentinstruction②formatofassessment(maybeoralpresentation）③duetimeofassessment(duetime:inonemonth)④reassessmentandotherrules(A4paper，Englishediton,enoughinformation)

請看Assessment1(word)4、learningMaterial4.1Sixskillsincomplextext4.1.1Readingandanalysingskill4.1.2

Summarisingkeyinformationandsupportingdetail4.1.3

Understangoftypes,purposesandusesofdocuments4.1.4Conventionsofformatandgraphic（communication4.1.5Understandingoftheimpactoflanguageandpresentation4.1.6Evaluatingthestrengthsandweaknesses4.1.1ReadingandAnalysingComplexTexts

①Readingskills(notsimple)

combinationofcharacters→words(ornumbers)→sentences→paragraphs.②Analysingskills(developmentofreading)

★Reading:understand★Analysing:understandandevaluate(indetails)③

WhatisaComplexText?

TheUnitrefersto‘complextexts’.Acomplextextisapieceofwritingwhichcontainsseveralpoints,piecesofinformationorideas.Asimpletextcontainsonepoint,onepieceofinformationoroneidea.A‘text’isawordusedinEnglishtodefineanytypeofwrittendocument4.1.2SummarisingtheMainPointsandSupportingDetail

（Assessment）summarise:tocreateacondensed,abridgedorshortenedversiontheoriginal.Theoriginal

meaningmustnotbechanged

inasummary.Asummary,therefore,should:①Beshorterthantheoriginal.②Showthelinksbetweenvariouspartsoftheoriginaltext.③Containthemainpointsandthemainsupportingdetails.④Maintaintheoriginalmeaning.⑤Doesnotincludeyouropinion.WritingaShortSummaryIt’sclearthatasummarymustbeshorterthantheoriginaltext.Toworkoutwhattoincludeinasummary,youshouldconsiderthefollowingpoints.Whatpointsofthiscommunicationareimportanttoitsmeaning?Whatpointsofthiscommunicationarenotimportanttoitsmeaning?DecidingWhattoIncludeinaSummaryIt’susuallyclearwhatyouneedtoincludeinsummary.Youshouldincludethepointsthatare:★necessaryforthereadertogetthemainmeaningofthemessage.

Yoursummarymustincludealloftheimportantpointsandallofthenecessaryinformation.

★requiredtoallowthereadertounderstandthecontextofthemessage.

Yoursummarymustincludeenoughdetailsothatthereaderdoesnotgetanymisleadingimpressionoftheoriginalmessage.Thismeansthatyoumustnotselectivelysummarisesothatthemeaningchanges.Youmustsummarisesothattheoriginalmeaningisintact.Youmustnotincludeyourownopinioninasummary.Readthefollowingpieceofwritteninformation,andthenanswerthequestionsthatfollow.Thecustomercalledmeyesterdayat5pm,justbeforetheofficeclosed.Heneeds5casesofBondwellAdhesiveand3casesofassortednails.HewouldliketheorderdeliveredbeforeThursdaynextweekashehasamajorcontractstartingonFridayforwhichheneedsthesematerials.

Whataretheimportantpointsinthiscommunication?Whatpiecesofinformationfromthistextdonotneedtobeincludedinasummary?

AnswertoSAQ1Theimportantpointsarethatthecustomerhasordered5casesof BondwellAdhesive,and3casesofassortednails.Theordermust bedeliveredbeforeThursday20thApril.

Thetimethatthecustomercalledisnotneededinthesummary, noristhepointthathecalledjustbeforetheofficeclosed.

ThefactthatthecustomerhasamajorcontractstartingonFriday isnotneededinthesummaryeither.

P17-194.1.3Range,TypesandPurposesofWriting（assessment）①RangeandtypesofwritingusedinbusinesssituationsBusinessesusemanyformsofwrittencommunication.Youmaycomeacrosswritingindifferentformssuchasreports,memos,emails,advertisingcopyandsoon.②Purposesofwritinginbusinesssituations

Typicallyyouwillseethewrittenwordusedforthefollowingreasons:Topresentin