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商务沟通Lesson1～31.Focus:Practicalapproachesneededforsuccessfulcommunicationintheworkplace2.OutcomesofthisUnit:AnalysecomplexwrittenbusinessinformationProducecomplexwrittenbusinessdocumentsOrganiseandparticipateinaformalmeeting3.VerbalCommunication:Anycommunicationthatuseswordstoconveymeaning.Speakingandwritingarebothformsofverbalcommunication.4.NonverbalCommunication:Involvementofsendingmessagesthroughbodylanguage,gestures,facialexpressions,toneofvoice,andotherindicatorsofmeaningthatdon'tinvolvetheuseofspokenorwrittenlanguage.5.Analysis:Theprocessofbreakingacomplextopicorsubstanceintosmallerpartstogainabetterunderstandingofit.6.SkillsExaminingindetailEvaluatingthewords,sentencesandparagraphs7.Evaluate:Todeterminethevalueofsomethingortoappraiseit.8.Evaluationofbusinessdocuments:Makingajudgementabouthoweffectivethedocumentisinachievingwhatthewritersetouttodo.9.fact:Afactisapieceofinformationthatpeoplegenerallyagreeistrue.10.Opinion:AnOpinionisonepointofviewamongmany11.Register:Theformsoflanguageusedtorefertoparticularsubjectmatter.12.Language:ThechoiceofwordsusedtoconveyamessageAccuratedenotationcanmakewritingeasierAppropriateconnotationsconveytheattitudeyouwantThechoiceofwordsusedtoconveyamessageFormalwords(officialandproper)Respectfulwords(polite)Concisewords(shortandsimple)AppositewordsThewaythatwordsareusedtoconveyamessageContractedwordsareusuallynotusedinformalbusinesswritingCarefulwritersaimforconcisewritingThewaythatwordsareusedtoconveyamessageCarefulwritersaimforelegantwritingThewaythatwordsareusedtoconveyamessageMeaningsshouldbeclearandunambiguousThewaythatwordsareusedtoconveyamessagePunctuationandsyntaxshouldbecorrect商务沟通Typesofwriting一、适用范围及目的TopresentinformationE.g.email,report,proposal,articleToinformacolleaguewithinorganisationE.g.memo,email,minutesofmeetingToinformacustomer/supplieroutsideoforganisationE.gemail,letter,minutesofmeeting,faxTomaintainwrittenevidenceE.g.minutesofmeeting,letter,reportTosellproductsorservicesE.g.Email,letter,advertisingTomakeapplicationE.g.Email,letter,proposalToassurequalityofproductorserviceE.g.Report,proposal,specificationTothank/complaintE.g.Email,letter,report,fax二、具体详解1.Memos(Memoranda)Purpose：Ashortnote/messageusedwithinanorganisationConventions（惯例）：Containingof‘Memo’atthetopNormally,To,From,SubjectandDateareusedassubheadings（副标题）示例：MemorandumTo:SarahFrom:KarimSubject:RecycledpapertobeusedDate:18May,20082.EmailPurpose：Usedwithin/outsideanorganisationandbetweenindividuals（个人）Conventions：LessacceptedconventionsbecauseofnewnessTo,From,SubjectfilledNoformalgreetingrequiredsometimesGenerallyinformalandlessstrict3.BusinessLettersPurpose：UsedbetweenorganisationandindividualsConventions：HeadednotepaperusedRecipient’snameonthelefthandsideFormalopeninggreetingorsalutationTextinshortparagraphsMessageinrespectfultoneFormalclosinggreetingPrintedsender’snameunderneaththesignatureLeftalignmentwithoutindentsNocommasinaddress,openingandclosinggreetings‘Yourssincerely’respondingtoanamedrecipient,and‘Yoursfaithfully’toanunknownrecipient4.NoticeofMeetingPurpose:anoticesentoutinadvancetoinformpeoplewhoareinvitedtothemeeting.Conventions：Thenameofthecommittee/workingparty/group/personholdingthemeetingDetailsofthepeopleinvolvedThedateofthemeetingThetimeofthemeetingThevenuethatthemeetingwillbeheldinThepurposeofthemeetingand/orandinvitationtosubmitagendaitemsOptionally,anyspecialrequests5.AgendaPurpose:alistofthingsthatthemembersofthemeetingwilldiscuss.Conventions：ThewordAgendaNameoftheorganisation/committee/grouporpersoncallingthemeetingThedateandtimeofthemeetingThevenueofthemeetingThefollowingagendaitems:Apologies,i.e.thenamesofthoseabsentMinutesofthelastmeetingMattersarisingThetopicsofthemeetingAnyotherbusinessDateandtimeofnextmeeting6.MinutesPurpose:anessentialpartofameetingthoughitinvolvestimeandexpenseevenafterthemeetinghasended.Conventions：ThenameofthemeetingWhereandwhenthemeetingtookplacePresent,i.e.thenamesoftheparticipantsApologiesMinutesofthepreviousmeetingItemsontheagendaExtraordinaryitems(ifany)AnyOtherBusinessDateandtimeofnextmeeting.7.ReportPurpose:UsedintheworkplacetoinvestigateaproblemorissueConventions:Introductionsection,outliningthepurposeProceduressection,explainingthestepstakentogatherinformationFindingssection,presentingtheinformationConclusionssection,highlightingtheimplicationsoffindingsRecommendationssection,outliningtheproposedcoursesofactionVariousappendicesmightbeattachedassupportWritteninthethirdperson,mainlypassiveMaycontaingraphics,charts,picturesandtables8.FaxesPurpose:UsuallyoutsideanorganisationandbetweenindividualsToconfirmorarrangeabusinesstransactionSometimesasatemporaryduplicationofadocumentifsendingthedocumenttakestimeConventions:‘Fax’atthetopTo,From,DateandSubjectlines,andalsowithtwoormoreadditionallines,suchasAttn.(Attention)andPages.商务沟通1.SummeryBeshorter(1/3–1/2)thantheoriginalShowthelinksbetweenvariouspartsoftheoriginaltextContainthemainpointsandthemainsupportingdetailsMaintaintheoriginalmeaningDonotmisleadreadersDonotincludesummarywriter’sowno