商务沟通技巧复习(共8页)

1、1。交际(jioj)是人际交往的重要特征。通信(tng xn)：数据传输的研究。1. Communication is an important feature of human interaction. Communications: the study of the transfer of data.2。自我概念指的是我们思考自己的方式。这是一个人的独特的属性或特征(tzhng)的看法2积极自我概念：一个概念，使你尽力发挥你的能力和需要的感觉，在社会上有用的。 “Properly based confidence” is the result of genuine self-analysi

2、s and a resolve to build on strengths and eliminate weakness.“正确的信心”是真正的自我分析的结果，是建立在优势和消除弱点上的决心。“。 When developed, it leads to comm. success, improved self-esteem and continuing, more general effectiveness发达的时候，它会导致通信成功，提高自尊和继续，更有效积极自我概念：开放的，直接的，支持的，聪明，乐于助人，务实，乐观消极的自我概念：一个概念使你表现不佳，给了你，你是不是和其他人并没有太多的

3、用人很不愉快的感觉。对批评过分敏感，看到自己的进步不大，对未来悲观。愿意尝试的失败和未来可能的批评，恐惧功能文盲，与消极的自我概念的人一般选择退出。 Negative self-concept: incompetent, surly, clumsy, over-sensitive to criticism, pessimistic, lack of confidence消极的自我概念：无能、粗暴、笨拙，对批评敏感，悲观，缺乏信心2. Self-concept means the way we think about ourselves. It is ones perceptions of on

4、es unique attributes or traits positive self-concept: a concept which makes you perform to the best of your abilities and to feel wanted and useful in the community.“Properly based confidence” is the result of genuine self-analysis and a resolve to build on strengths and eliminate weakness.When deve

5、loped, it leads to comm. success, improved self-esteem and continuing, more general effectivenessPositive self-concept: open, direct, supportive, intelligent, helpful, and businesslike, optimistic negative self-concept: a concept which makes you perform poorly and gives you the unpleasant feeling th

6、at you are not as good as others people and not much use to anybody.Being over-sensitive to criticism, seeing little hope for improvement in themselves, being pessimistic about the future. Unwilling to try for fear of failure and possible future criticism, functional illiterates, and people with neg

7、ative self-concepts generally choose to withdraw.Negative self-concept: incompetent, surly, clumsy, over-sensitive to criticism, pessimistic, lack of confidence3。周哈里之窗3开放的领域：包含的事情(sh qing)是公开的已知和谈论-和可能(knng)被视为优势或劣势。这就是我们选择与他人分享的自我盲区，或“盲点(mng din)”：关于他/她自己的未知的人，但其他人知道。这可以是简单的信息，或者涉及深层次的问题（例如，自卑，无能，不

8、配，拒绝）这是个体直接面对的困难，但可以看到他人的。隐藏或避免/私人领域包含我们自己的方面，我们知道，并保持隐藏的其他人。 The Unknown Area contains things that nobody knows about us - including ourselves. This may be because weve never exposed those areas of our personality, or because theyre buried deep in the subconscious.未知领域中包含的东西，没有人知道我们-包括我们自己。这可能是因为我们

9、从来没有暴露出我们人格的这些领域，或者是因为他们深埋在潜意识里。3. Johari windowThe Open Area:contains things that are openly known and talked about - and which may be seen as strengths or weaknesses. This is the self that we choose to share with others Blind Area, or “Blind Spot”: What is unknown by the person about him/herself b

10、ut which others know. This can be simple information, or can involve deep issues (for example, feelings of inadequacy, incompetence, unworthiness, rejection) which are difficult for individuals to face directly, and yet can be seen by others. Hidden or Avoided/Private Area contains aspects of our se

11、lf that we know about and keep hidden from others.The Unknown Area contains things that nobody knows about us - including ourselves. This may be because weve never exposed those areas of our personality, or because theyre buried deep in the subconscious. 4。肢体语言：包括身体(shnt)的身体行为，眼睛接触，姿势，姿势，方向等等。4. Bod

12、y language: involves the physical behaviour of bodies-eye contact, posture, gesture, orientation and so forth.5。冲突(chngt)是相互作用的相互影响的人，他们有不相容的目标，他们互相干扰，实现这些目标。Condition of conflict(引起(ynq)的原因): discuss incompatible goals between people and they believe they have the power to reach these goals.冲突的状况（引

13、起的原因）：讨论不相容的目标的人，他们相信他们有能力达到这些目标之间。间 。Conflict-handling styles:(冲突处理方式)冲突处理方式：（冲突处理方式）式 ） Competing(竞争)竞争（竞争）争 ） Collaborating(合作共赢)合作（合作共赢）赢 ） Compromising(折中，妥协)妥协（折中，妥协）协 ） Avoiding(回避)避免（回避） Accommodating(迁就)容纳（迁就）就 ）How to prevent destructive conflict:如何防止破坏性冲突：1) Listen carefully to prevent mi

14、sunderstanding.1）仔细听，以防止误解。2) Monitor employees work to assist them understand and coordinate their actions.2）监督员工的工作，帮助他们理解和协调他们的行为。2为 。3) Encourage employees to approach you when they cannot solve difficulties with their colleagues by themselves.3）鼓励员工在与同事解决困难时，向你靠近。3近 。4) Clear the air with regul

15、ar meetings that allow for grievances（委屈） to be raised.4）定期会议，让怨气清除空气（委屈）有待提高。4高 。5) Provide a suggestion box, and check and reply to it frequently.5）提供一个建议箱，并经常检查和回复它。5它 。6) Offer a lot of information about decisions to minimise confusion and resentment.6）提供了许多有关决定的信息，以尽量减少混乱和怨恨。7) Use employee sur

16、veys to identify any potential conflicts that have not as yet arisen.7）使用员工调查，以确定尚未出现的任何潜在冲突。5. Conflict is the interaction of interdependent people who have incompatible goals and who interfere with each other in achieving these goals.Condition of conflict(引起(ynq)的原因): discuss incompatible goals be

17、tween people and they believe they have the power to reach these goals.Conflict-handling styles:(冲突(chngt)处理方式)Competing(竞争(jngzhng)Collaborating(合作共赢)Compromising(折中，妥协)Avoiding(回避)Accommodating(迁就)How to prevent destructive conflict:Listen carefully to prevent misunderstanding.Monitor employees wo

18、rk to assist them understand and coordinate their actions.Encourage employees to approach you when they cannot solve difficulties with their colleagues by themselves.Clear the air with regular meetings that allow for grievances（委屈） to be raised.Provide a suggestion box, and check and reply to it fre

19、quently.Offer a lot of information about decisions to minimise confusion and resentment.Use employee surveys to identify any potential conflicts that have not as yet arisen. 6。逻辑是正确的和不正确的推理的研究。这是一项研究，阐明了好与坏的论点之间的区别，告诉我们为什么有些论点是强的，应该被接受，为什么有些论点是弱或无价值的。6. Logic is the study of correct and incorrect re

20、asoning. It is a study which clarifies the distinctions between good and bad arguments, telling us why some arguments are strong and should be accepted and why some arguments are weak or worthless.7。谬误（谬误）：一个有缺陷的论点有无数种非正式谬误。一些原因导致非正式谬误：粗心；注意论据不足；误导7. Fallacy（谬误(miw)）: A flawed argument There are num

21、erous kinds of informal fallacy.Some reasons leading to informal fallacy: carelessness; lack of attention to the argument; misleading8。群体(qnt)：2或更多的人共同(gngtng)行动，以达到共同的目标或目标。8群体分类正式群体：由组织的结构定义，与指定的工作任务建立任务。 informal groups: are alliances that are neither formally structured nor organizationally dete

22、rmined非正式群体结盟，既不是正式的结构化和组织确定的8. Group: Two or more people who act together to achieve common aims or goals.Classification of group formal groups: those defined by the organizations structure, with designated work assignments establishing task. informal groups: are alliances that are neither formally

23、 structured nor organizationally determined9、为什么人们加入团体 Security: by joining a group, individuals can reduce the insecurity of standing alone. People feel stronger, have fewer self-doubts, and are more resistant to threats when they are part of a group.安全：通过加入一个团体，个人可以减少不安全的孤独。人们会感到更坚强，有更少的自我怀疑，当他们是一

24、个群体的一部分时，他们更有抵抗力的威胁。 task complexity: tackle task, working together to complete a job task.任务复杂性：解决任务，共同完成工作任务。 social interaction: belonging to a group may help satisfy a need for human company.社会互动：属于一个组可能有助于满足人类需要的公司。 propinquity接近: belonging to a group simply because members find themselves loca

25、ted physically near each other接近接近：属于一个团体因为成员发现自己位于靠近对方 exchange: belonging to a group sometimes depends on a cost-benefit calculation made by members. (if cost benefit, will leave group )交换：属于一个群体有时取决于成本效益计算的成员。（如有费用利益，将离开集团）9.Why do people join groups Security: by joining a group, individuals can

26、reduce the insecurity of standing alone. People feel stronger, have fewer self-doubts, and are more resistant to threats when they are part of a group. task complexity: tackle task, working together to complete a job task. social interaction: belonging to a group may help satisfy a need for human co

27、mpany. propinquity接近(jijn): belonging to a group simply because members find themselves located physically near each other exchange: belonging to a group sometimes depends on a cost-benefit calculation made by members. (if cost benefit, will leave group )10。群体思维（团体迷思）：一个有缺陷的决策(juc)在团体模式。10. Groupthi

28、nk（团体(tunt)迷思）: a pattern of defective decision making seen in groups.11。群体凝聚力（群体凝聚力）：程度，群体成员相互吸引和激励留在集团11. Group cohesiveness（群体凝聚力）：the degree to which group members are attracted to each other and are motivated to stay in the group12。文化：是他们在自己社会中生活经验的产物，是物质和精神产品的总和。12. Culture: is the product of

29、their living experiences within their own society, is the sum of material and mental product. 13。马斯洛的模式：马斯洛的五个层次的人类需要应用到一个广告宣传活动的生态旅游公司的冒险之旅。Self-actualization needs: get away from civilization, and rediscover the inner you.自我实现需要：远离文明，重新发现你的内心。Esteem needs: all of your friends and colleagues will b

30、e impressed that you are taking this trip.尊重需要：你所有的朋友和同事会留下深刻的印象，你正在旅行。行 。Social needs: youre meet new people, with an approach to the wilderness similar to yours.社会需求：你认识新的人，一个在旷野与你相似的方法。Safety needs: a paramedic accompanies each group, and we are in continual radio contact with home base.安全需求：医护人员

31、陪伴每一组中，我们与基地持续的无线电联系。Physiological needs: we havent forgotten your creature comforts-all tents have light and heating/cooling facilities生理需求：我们没有忘记你的舒适，所有的帐篷都光和加热/冷却设施13. Maslows model: Maslows five levels of human needs applied to an advertising campaign of an ecotourism companys adventure tours. S

32、elf-actualization needs: get away from civilization, and rediscover the inner you. Esteem needs: all of your friends and colleagues will be impressed that you are taking this trip. Social needs: youre meet new people, with an approach to the wilderness similar to yours. Safety needs: a paramedic acc

33、ompanies each group, and we are in continual radio contact with home base. Physiological needs: we havent forgotten your creature comforts-all tents have light and heating/cooling facilities.14。Geert Hofstede的文化(wnhu)维度霍夫斯塔德文化(wnhu)维度Power Distance is focused on how a society deals with the fact tha

34、t people are unequal in physical and intellectual capabilities权力的距离是一个社会如何处理的事实，人们是不平等的，在物理(wl)和智力能力个人主义与集体主义是专注于个人和他或她的伙伴的关系不确定性规避措施的程度，不同的文化社会成员接受模棱两可的歧义的环境男性和女性气质看性别和工作角色之间的关系长期与短期导向。这个维度描述了一个社会的“时间跨度”，或未来与过去和现在的重要性。14. Geert Hofstede culture dimensions霍夫斯塔德文化维度Power Distance is focused on how a

35、society deals with the fact that people are unequal in physical and intellectual capabilities Individualism Versus Collectivism is focused on the relationship between the individual and his or her fellows Uncertainty Avoidance measures the extent to which different cultures socialize their members into accepting ambiguous situations and tolerating ambiguity Masculinity Versus Femininity looks at the relationship between gender and work rolesLong vs. short term orientation. This dimension describes a