商务礼仪与交际

商务礼仪与交际

BusinessEtiquetteandCommunicationLecture1:IntroductiontoContemporaryBusiness现代商务简介Whattocovertoday：ThenatureofbusinessFormsofbusinessownershipFranchisingBusinessmissionandpanyprofileExercises1.FormsofbusinessownershipThreebasiclegal(anizational)formsofbusinessownership：soleproprietorship(个人)独资企业:unlimitedliabilitypartnership合作企业:unlimitedliabilitypany企业:limitedliabilitylimitedLiabilityCompany(LLC)有限责任企业publiclylistedpany/corporation股份有限企业enterprise>pany>corporation1.1Categorizationofpaniescompanypubliclyownedquasi-publiclyownedprivatelyownedprofitnon-profitprivatelyheld(LLC)publiclyheld(corp.)publiclyownedpanies:establishedbythegovernment,e.g.theU.S.PostalService,big4banksinChina,PC,Sinopec,OOCquasi-publiclyownedpanies:establishedprivately,butoperatedforpublicserviceandwithhighdegreeofgovernmentregulationandprotection,e.g.privateschoolsandhospitalsprivatelyownedpanies:establishedprivatelyandoperatedforprivateinterests;includingthebulkofexistingpaniesprofitprivatepanies:establishedtocarryoutbusinessforprofit-makingpurposesnon-profitprivatepanies:establishedforcharitableorreligiouspurposesprivatelyheldprofitprivatepanies:LLC;donotpubliclyoffertheirstock;ownedbyoneorafewshareholderswhonormallyhavefamilyorotherclosetiesandalsomanagethebusinesspubliclyheldprofitprivatepanies:LLCbyshare,publicpany,publiclytradedpany,publiclistedpany;publiclyofferandfreelytradetheirsharesonstockexchanges;ownedbyanumberofunrelatedshareholderswhodonotactivelymanagethepany(passiveinvestors,cf.limitedpartners);gopublic,IPO初次公开募股1.2CorporationsProportionofExistingBusinessesunderEachFormofOwnershipProportionofBusinessRevenueGeneratedbyEachFormofOwnership1.2.1Corporatestructureandmanagementincorporators/shareholdersboardofdirectorspresident/GM/CEO/managingdirectorotherofficialsownersmanagers1.2.2LegaldocumentsandlegalstatusCorporatecharter企业章程:adocumentusedtoincorporateabusiness,andfiledwiththestategovernment,whichdescribesimportantaspectsofthecorporation,e.g.thenameofthefirm,thestockissued,andthefirm’soperationsBylaws企业规章areestablishedtoprovidegeneralguidelinesformanagingthefirmAcorporationisalegalperson法人,meaningthatitistreatedlikeaprivatepersoninthelegalsense.Itcanreceive,ownandtransferproperty,enterintocontracts,sueandbesued.1.2.3DoubletaxationCorporationshavetopaytaxesontheirprofits,i.e.corporateinetaxes企业所得税,whichareheavier(35%intheUS,25%inChina)thanthoseforsoleproprietorshipsandpartnerships.Ifshareholdersreceivedividends分红fromtheirpanies,theyhavetopaypersonalinetaxes个人所得税.IntheUS,thetaxratesforsoleproprietorsareoftenonlyhalfofthoseforcorporations.2.Franchising特许经营buddingperiod:theearly1900s,fillingstations,cardealershipsgrowthperiod:sincethemid-1960s,parallelingtheenormousexpansionofthefastfoodindustryThreebasictypesoffranchising:productfranchising:licensingfortherighttoselltrademarkedgoodspurchasedfromthefranchiserandresoldbythefranchisee,e.g.cardealers,gasolinestationsmanufacturingfranchising:licensingfortherighttoproduceanddistributeproducts,usingsuppliespurchasedfromthefranchiser,e.g.soft-drinkbottlingplantsbusiness-formatfranchising:licensingfortherighttoopenabusinessusingthefranchiser’snameandformatfordoingbusiness,e.g.fastfoodchainsAdvantagesoffranchising:triplebenefitsoffranchisingaccordingtothepresidentoftheInternationalFranchiseAssociation:“Thefranchiserwinsbecausehebuildsastrongfoundationforhispany.Thefranchiseewinsbecausehecantakeadvantageofthefranchiser’sprovenbusinesssystem.Andthegeneralpublicbenefitsfromtheconsistencyoftheproductorservice.”3.ManagementPlanning:settinggoals(i.e.ends)andfixingstrategies(i.e.means)Organizing:definingandgrouptasking,allocatingstaffandresources,andstructuringchainofmand指令链Leading:guidingandmotivating;properleadershipstyleControlling:info-gathering,performanceassessing,anddeviationcorrecting3.1ManagementlevelsTopmanagers:boardofdirectors:executivesfrominside(alsomanagers)andoutside(notmanagers)ofapany,electedbyshareholderstoactastheirrepresentatives,overseethepany’soverallbusinessdealings,canappoint,oversee,rewardandfiretheCEOpresident/CEO/GM:ultimatelyresponsibleforthepany’ssuccessorfailure,overseestheoperationsofthepany,ensuresitscapitalisusedtocreatethemostprofit,createsahierarchyofmanagersvicepresidents/seniormanagers:reporttothepresident/CEO/GM,headupthepany’smajorfunctions,establishbusinessgoalsanddecidethemodelstoachievethosegoals,monitortheactionsofmiddlemanagersMiddlemanagers:functionordivisionmanagers:e.g.plantmanager,salesmanager,accountingmanager;inchargeofthepany’svariousfunctionsordivisions,responsibleforimplementationofgoalsandpolicies,makedailydecisions,monitorbottommanagersBottom-line/first-linemanagers:supervisors:e.g.headnurseintheemergencyroomofahospital,chiefmechanicintheservicedepartmentofacardealership;responsibleforthedailysupervisionofnonmanagerialemployees,fulfilloperationalandsupervisoryduties3.2Sourcesofmanagersfromwithinthepany:promotionortransferfromeducationalinstitutions:throughjobfairsorcampusrecruitment;manager/managementtrainee(MT)管理培训生fromotherorganizations:directlyorthroughheadhunters3.3Spanofcontrol控制跨度--thenumberofemployeesmanagedbyeachmanager,ideallyfiveNarrowspanofcontrol:anorganizationalstructureisdesignedsothateachmanagersupervisesjustafewemployees--suitableforfirmsthathavehighlydiversetasks(Canyouthinkofanyexamples?–knowledgeintensiveindustry)Widespanofcontrol:eachmanagersupervisesnumerousemployees--suitableforfirmsthatnumerousemployeesperformsimilartasks(Canyouthinkofanyexamples?–laborintensiveindustry)ExamplesofnarrowandwidespanofcontrolPresident

Sales-person1Sales-person2Sales-person3Sales-Person4Sales-Person5President

Vice-PresidentofSalesSalesSupervisorSales-person3.4Organizationalheight组织构造高度--thenumberoflayersfromthebottomofthestructuretothetopTallorganizationalstructure:muchdistancebetweenthebottomandthetop,e.g.GM’s10levels–narrowerspanofcontrolShort/flatorganizationalstructure:notmuchdistancefromthebottomtothetop,e.g.Toyota’s5levels–widerspanofcontrolInthe1990sandearly2023s,manyfirms,e.g.ContinentalAirlines,IBM,GM,Sears,haveattemptedtocutexpensesbyeliminatingjobpositions.Thisso-calleddownsizing裁员hasresultedinflatterorganizationalstructurewithfewerlayersofmanagement.3.5Linevs.staffpositions直线vs.参谋职位Linepositions:jobpositionsestablishedtomakedecisionsthatachievespecificbusinessgoals;anorganizationalstructurethatcontainsonlylinepositionsandnostaffpositionsisreferredtoasalineorganization直线组织Staffpositions:jobpositionsestablishedtosupporttheeffortsoflinepositions;canbeoutsourced;anorganizationalstructurethatcontainsbothlineandstaffpositionsisreferredtoasaline-and-stafforganization直线和职能混合组织3.6JobspecializationanddepartmentalizationJobspecialization工作专业化--breakingdownafirm’soveralltasks,responsibilitiesandresourcesintosmallandspecificpartsorpositions

Departmentalization部门化--grouping(mainlyline)jobpositionsintovariousdepartmentsinalogicalwaybyfunctionbyproductbylocationbycustomerbymanufacturingprocessAlltheselinedepartmentscanworktogetherwithstaffdepartmentstoformline-and-stafforganizations.FunctionalorganizationDivisionalorganization4.Businessmissionandpanyprofile4.1Businessmission/vision--abriefstatementthattellsstakeholdersandthepublicwhythefirmisinbusiness,howitintendstosatisfycustomerneeds,andwhyitwillsatisfytheirneedsbetterthanitspetitorsSamplemissionstatementsStarbucksOurmission:toinspireandnurturethehumanspirit–oneperson,onecupandoneneighborhoodatatime.DellDell'smissionistobethemostsuccessfulputerpanyintheworldatdeliveringthebestcustomerexperienceinmarketsweserve.Indoingso,Dellwillmeetcustomerexpectationsof:HighestqualityLeadingtechnologyCompetitivepricingIndividualandpanyaccountabilityBest-in-classserviceandsupportFlexiblecustomizationcapabilitySuperiorcorporatecitizenshipFinancialstabilitySamplemissionstatementsNikeOurmissionfortheNikebrandis:Tobringinspirationandinnovationtoeveryathleteintheworld.AlibabaAlibabaGroup(Alibabaforshort)isaglobale-merceleaderbasinginChina.Alibabahas7subsidiarypanies,businessinvolvingtheB2B,C2C,onlinepayments,softwareservice,searchengine,onlineadvertising,locallivingandconsumptionmunityetc.Alibabaismittedtobuildingtheworld‘sleadinge-merceinfrastructureandhighqualityonlinelivingplatform.4.2CompanyprofileCompanyhistoryFoundersand/orcurrenttopmanagersMajorlineofbusinessLocationandsubsidiariesMarketsStaffsizeProductioncapacityAnnualturnover/salesAwardsListening:Listentoapres