商務溝通基礎課件

BusinessCommunicationFundamentalsChapteroneGettingReadyi. TheDefinitionofBusinessCommunicationii. TheFunctionofBusinessCommunicationiii. TheCategoriesofBusinessCommunicationiv. TheCharacteristicsofBusinessCommunicationWhatisbusinesscommunicationCommunicationderivesfromaLatinword,commnuis,whichmeanscommon.Communicationis“theexchangeofmeaningsbetweenindividualsthroughacommonsystemofsymbols”(Britannica,Volume3,P496)Businesscommunication,communicationinthebusinesssetting,normallyreferstoeffectivecommunicationachievedinaseriesofbusinessactivitiesinorganizationsthatarechangingtomeetnewsocial,economicandtechnologicaldemands.Theimportanceofcommunication溝通占企業(yè)高級主管日常工作內容的90%。l財富500強中隨機選取的100位企業(yè)主管認為需要重視的技能包括：口頭演講、備忘錄寫作、基本語法、信息報告寫作和分析報告寫作、外部溝通、技術應用等。l對美國得克薩斯州139位企業(yè)主管的調查表明：85%認為商務溝通能力非常重要，遠遠高于20%認為管理概念重要。PutthoseelementsintoorderaccordingtotheimportanceRank/Order

Factors/SkillsEvaluated

Rank/Order

Factors/SkillsEvaluated

AcademicPerformancePersonalAppearanceCreativityProblem-solvingDecision-makingSelf-motivationDelegationTimeManagementHumanRelationsTeamworkLeadershipWorkExperienceMultilingualAbilityWrittenCommunicationOralCommunicationRank/Order

Factors/SkillsEvaluated

Rank/Order

Factors/SkillsEvaluated

1OralCommunication

9TimeManagement2Self-motivation10PersonalAppearance3Problem-solving11WrittenCommunication4Decision-making12AcademicPerformance5Leadership13Creativity6HumanRelations14Delegation7Teamwork15MultilingualAbility8WorkExperienceLetushavealookattheresult美國CEO如何支配時間

會議時間：35.29%

睡眠時間：23.06%

私人時間：10.63%

讀書時間：9.63%

辦公室時間：8.62%

出行和溝通時間：9.29%

視察時間：3.48%

TheFunctionofBusiness

CommunicationTransferringInformationPromotingInnovationImprovingInterpersonalRelationshipEstablishingBetterCorporateImageStabilizingtheWorkforceReducingOrganizationalRisksTheCategoriesofBusinessCommunication

Accordingtothedirection:One-wayandTwo-wayAccordingtothestyle:FormalandInformalAccordingtothemeasures:VerbalandNon-verbalAccordingtotheobjections:InterpersonalCommunicationandGroupCommunicationAccordingtothescales:InternalCommunicationandExternalAccordingtotheculture:Inner-culturalandInterculturalTheCharacteristicsofBusinessCommunication

BusinesscommunicationisDynamic

IrreversibleSymbolic

SystemicSelf-reflective

Interactive

Complex

Theskillsofcommunication視覺溝通技能：

我們掌握的知識有85%源于視覺，聲音與可視畫面組合出現可以強化我們的理解與記憶。

Mode\Duration

OntheSpot3hrsLater3DaysLaterListening聽100%70%10%Sight視覺100%72%35%Combination組合100%85%65%2）口頭表達技能：

一般調查顯示，口頭溝通表達技能的使用頻率要高于書面寫作技能。公司老板更看重口頭溝通、人際溝通和傾聽技能；教育家則認為書面溝通的理論知識更為重要。3）傾聽技能：我們每天有60%的時間在傾聽，但傾聽效果并不好，因為我們是在消極地聽，積極傾聽能參與獲取信息、預測即將發(fā)生的事情、定期總結、傾聽話外音。ChapterTwoCommunicationStrategiesi.PeterHartleyModel(LinearModel)ii.Ronald.B.AdlerModel(InteractiveModel)iii.MaryMunterModel(CircularModel)TheProcessModelsofCommunicationLinearModel

BusinessCommunication,PeterHartley&CliveG.Bruckmann,2002,NewYork:Routledge

Noise(貫穿全過程)

Informationsource---Transmitter/Encoder---Channel---Receiver/Decoder---DestinationNoise

Noiseisarandominputwhichdistortsamessageorwhichinterfereswithitstransmissionorreception.Noises:

Themostobvioustypeofnoiseis

externalnoise(alsocalled

physicalnoise).Thisincludessoundsthatdistractcommunicators,suchasthebabbleofvoicesinthenextroomortheannoyingringofsomeone'scellphoneinameeting;anovercrowdedroomorasmellycigar.Asecondkindofinterferenceis

physiologicalnoise.Hearingdisordersfallintothiscategory,asdoillnessesanddisabilitiesthatmakeitdifficulttosendorreceivemessages.alate-nightstudysessionorhavingtheflu.Thethirdtypeofinterferenceis

psychologicalnoise,thatis,forceswithinthesenderorreceiverthatinterferewithunderstanding.Egotism,defensiveness,hostility,preoccupation,fear.Codes:

Acodeisacoherentsetofsymbolsplustherulesneededtostructureamessage.e.g.Alanguagecodeconsistsessentiallyofalistofwords,andasetofrulesforpreparingatext.Theserulesarethegrammarorsyntaxofthelanguage.

EncodingandDecoding:

Encodingisusingacodetostructureamessageinanefforttoachieveourcommunicativeobjective.

Decodingisthereverse:weuseourknowledgeofthecodetoworkoutthemeaningofamessagewehavereceived.EncodeandDecodeMedium/Channel:

Themediumisthephysicalsystemwhichcarriesthemessagefromsendertoreceiver,whichcanvaryfromtheaircarryingthevoicebetweentwospeakerstosomethinglikean

emailwheretheauthorisseparatedfromthereaderbycomplicatedelectronicprocesses.Sometextsuse‘channel’forthisconcept.

aletterormemo,deliveredbyhandorsenditviaregularmailoruseanovernightdeliveryservice.afaxorelectronicmail,communicateorally,eitheroverthephoneorinperson.II.InteractiveModel

CommunicatingatWork(商務溝通原則與實踐)RonaldB.Adler北京大學出版社2005.7ISBN7-301-09061-7/F.1115Feedback:

Receiversdon'tjustabsorbmessageslikesponges;theyrespond

tothem.Mostcommunicationisatwo-wayaffair.Thediscernibleresponseofareceivertoasender'smessageiscalledfeedback.Somefeedbackisnonverbal—smiles,sighs,etc.Sometimesitisoral,aswhenyoureacttoacolleague'sideaswithquestionsorcomments.Feedbackcanalsobewritten,aswhenyourespondtoaco-worker'smemo.Inface-to-facesettingspeoplearesimultaneouslysendersandreceiversofinformation.Ⅲ.CircularModelMaryMunter.2003.GuidetoManagerialCommunication---EffectiveBusinessWriting&Speaking(6thEdition).PrenticeHall.(管理溝通指南),清華大學出版社，2003.8Context:

Communicationisinfluencedbythecontextinwhichitoccurs.Thereareseveraldimensionsofcontext,includingphysical,social,chronological,andcultural.

ContextsinCommunicationPhysicalContext:

somesettingwherecommunicationtakesplace,whichcaninfluencethecontentandqualityofinteraction.Forexample,imaginehowdiscussingaproblemwithyourbossoraskingforaraisemightbereceiveddifferentlyineachofthefollowingsettings:Inyourboss'soffice.Inyourworkarea,withothersobservingtheconversation.Overlunchatalocalrestaurant.AtacompanypicnicorpartySocialContext:referstothenatureoftherelationshipbetweenthecommunicators,aswellaswhoispresent.Imagine,forinstance,thedifferenceinaskingamanagerfortheraiseunderavarietyofdifferentsocialcontexts:Youandthemanagerhavebeenfriendsforseveralyears,oryouandthemanagerhavenopersonalrelationship.Youarethesameageasyourmanager,orsheorheis15yearsolder(oryounger)thanyou.Youandthemanagerhavegottenalongwellinthepast,oryouhavehadanongoingpersonalityconflictwiththemanager.Youandthemanagerarealone,oryouronlychancetoaskfortheraisecomeswithotheremployeesaround.ChronologicalContext

referstothewaysinwhichtimeinfluencesinteraction.Asampleoftime-relatedconsiderationsshowstheimportanceofadaptingtothechronologicalcontext:Whattimeofdayisit(firstappointmentinthemorningorlastintheafternoon)?Whatarethecommunicator'spersonalpreferencesfortime(amorningpersonoralatestarter)?Isitbefore,during,orafterworkhours?Isthisabusytimeofyear(holidayseason,taxtime)Hastherejustbeenamajorlayoff,downsizing,orprofitloss?

Culturalcontext:

Theculturalcontextofcommunicationincludesboththeorganizationalandtheethnicand/ornationalbackgroundsofthepersonscommunicating.Fornow,youcangetasenseoftheimportanceofculturebyimagininghowjustafewdifferencesinbackgroundsmightinfluencecommunicationbetweenthefollowingpeople:BabyBoomersandGenerationX-ers.EnglishandChinese.CommunicatorStrategyRegardlessofwhetheryouarespeakingorwriting,yourcommunicatorstrategyincludesyourobjectives,stylesandcredibility.ChapterThreeInterculturalCommunicationi.UnderstandingCulturesandCommunicationii.HighContextorLowContext?iii.DevelopingInterculturalBusinessCommunicationSkillsiv.BusinessAnthropogeography:DoingBusinessaroundtheWorldCultureandItsContextCultureisalearnedsetofsharedinterpretationsaboutbeliefs,values,norms,andsocialpractices,whichaffectthebehaviorsofarelativelylargegroupofpeople.CommunicationexpertEdwardHalldevelopedausefulwaytounderstandculturesbyidentifyingtheirsocialframeworksas“highcontext”or“l(fā)owcontext”.Highcontextculturesemphasizethecontextinwhichacommunicationtakesplace;theypayagreatdealofattentiontoimplicit,nonverbalmessages.Incontrast,lowcontextculturesplacelessemphasisonthecontextofacommunication(suchasimpliedmeaningornonverbalmessages);theyrelyonexplicitverbalmessages.HighcontextculturesApersonfromahighcontextculturegenerally:ReliesonimplicitcommunicationEmphasizesnonverbalcommunicationSubordinatestaskstorelationshipsEmphasizescollectiveinitiativeanddecision-makingViewsemployer/employeerelationshipashumanisticReliesonintuitionortrustratherthanfactsandstatisticsPrefersindirectstyleinwritingandspeakingFavorscircularorindirectreasoningAdherestothespiritofthelawLowcontextculturesFromanothernineaspects,apersonfromalowcontextculturegenerally:Reliesonexplicit(literal)communicationEmphasizesverbalcommunicationovernonverbalcommunicationSeparatesjobtasksfromrelationshipsEmphasizesindividualinitiativeanddecision-makingViewsemployer/employeerelationshipasmechanisticReliesonfacts,statistics,andotherdetailsassupportingevidenceUsesdirectstylewritingandspeakingPreferslinearreasoningDevelopingInterculturalBusinessCommunicationSkillsTakeresponsibilityforcommunication.Showrespect.Tolerateambiguity.Bepatientandpersistent.Beflexible.Emphasizecommonground.Sendclearmessages.Increaseyourculturalsensitivity.Dealwiththeindividual.DifferentconceptsindifferentculturesInbusinesscommunication,weshouldnoticethatdifferentconceptsindifferentculture,especiallyfacingthesameobject.ColorAnimalsblackcart,dog,pig,dragonProverbsNumbers4,13,11,BusinessAnthropogeography

DoingBusinessaroundtheWorldAnthropogeographyisakeypieceofknowledgebothinbusinessandcross-culturalcommunication,involvinggeographicsurvey,language,population,weather,timedifference,currencies,economicorganizations,marketleaders,seaports,airports,airlinesandaeriallines,religions,traditions,etc.AsiaAsthelargestcontinent,ithasanareaof44,000,000sqkm,thelargestpopulation(3.776billionin2006).FarEast,MiddleEast,SouthAsia&SouthEastAsiaAsia:ChinaMainReligions:Buddhism,Taoism,ConfucianismKeepsthelargestforeignexchangereserves38000美元（1974），1.67億（1978），5400億（2004），1萬億（2006），2萬億（2010）Thelargesttrader(2010中德美)10%ofglobaltrade;ThelargestexporterGDPgrowthby9%onaverageoverthepast30years德精英調查:中國20年后將成第一經濟大國,第二政治大國目前排名：“政治大國”：美國、中國、俄羅斯、歐盟、法國、德國；“經濟大國”：美國、中國、德國、英國、法國、歐盟。

20年后排名：“經濟大國”：中國、美國、印度、歐盟、德國、巴西；“政治大國”：美國、中國、歐盟、俄羅斯、印度、巴西。Asia:JapanMainReligions:Shinto（神道）,BuddhismRespectfortheAgedDay,Sept15thGDP(PPPPurchasingPowerParity)ranksasthe3rdbehindUSA&PRC.CIARankOrderGDPPercapita2007/2009ExportCommodities:machinery,motorvehicles,consumerelectronicsImportCommodities:manufactures,foodstuffs,rawmaterials,fossilfuelsAsia:SouthKoreaMainReligions:Buddhism,ChristianNationalFlag:《周易》(烏克蘭)伏羲《易經》“易有太極，是生兩儀（天地），兩儀生四象金木水火），四象生八卦（乾代表天，坤代表地，坎代表水，離代表火，震代表雷，艮(gèn)代表山，巽(xùn)代表風，兌代表澤）”O(jiān)neofthe4TigersofAsiaGDP7timesIndia’s,17timesNorthKorea’sAsia:SouthKoreaExportCommodities:electronic&electricalequipment,machinery,steel,automobiles,ships,textiles,clothing(footwear),fishImportCommodities:machinery，electronics&electronicequipment,oil,transportequipment,textiles,organicchemicals,grainsAsia:IndiaPopulation:11億(2009)Alargeshareofthepopulation,about40%,remainstoopoortoaffordanadequatediet.Softwaredevelopmentaccountsfor70%Export:textiles,gems&jewelry,leatherImport:crudeoil,machinery,fertilizer,chemicalsAsia:PakistanTheyarethemaingroupofimporterofChinesetextilemarketAsia:SingaporeChineseasanofficiallanguage.Apopulationover5millionwithChineseaccountingfor76.2%,mainlyfromGuangdong,Fujian,ShanghaiandHainan.Oneofthe4TigersinAsia.Export:computerequipment,rubberproducts,telecommunicationsequipmentImport:aircraft,petroleum,foodstuffsAsian:VietnamVietnamsufferedthree“l(fā)ostdecades”inthe20thcentury.In2001,theUS-VietnamBilateralTradeAgreementservesasaneconomicboost.Export:rice,log,marineproducts,coffee,rubber,teaImport:machinery,steelproducts,rawcotton,motorcyclesAsia:SaudiArabiaOil-basedeconomy:largestreservesofpetroleumintheworld(26%)andlargestexporterplayingaleadingroleinOPEC.GreenrelishesluckandlifeinIslam:國旗.Whiteispurity.宗教警察：禁女士駕車、外出披Abaya.禁忌公共場所拍照Asia:UnitedArabEmiratesaMiddleEasternfederationofsevenstatessituatedinthesoutheastoftheArabianPeninsulainSouthwestAsiaonthePersianGulf,borderingOmanandSaudiArabia.DubaiAfricaThesecondlargestcontinentandsecondlargestpopulation.NorthAfrica,WestAfrica,CentralAfrica,EastAfricaandSouthernAfricaAfrica:EgyptAsacountryofIslam,Egyptiansarenotusedtopayingavisittoadifferentsex.骯臟的左手---方便、臟活，“右比左好”。Yawningisadrivefromthedevil.不速之客也能受歡迎，但在商務會見中你也有可能被打斷、冷落。旅游：PyramidsandSphinxAfrica:SouthAfricaReligions:Christian,CatholicismModerateagriculturalsectorandFabulousmineralwealth(gold,diamond)Export:gold,diamondandothermineralsImport:machinery,textiles,scientificinstrumentsEuropeThesecondsmallestcontinentonlylargerthanAustraliabutthethirdinpopulation.EuropeanUnion(EU),foundedon1stNov,1993,isof27independentcountriesfoundedtoenhancepolitical,economicandsocialcooperation.CommonwealthofIndependentStates(CIS),foundedinDec1991,isof12countriesincludingRussia.Europe:DenmarkMaerskLogistics

A.P.Moller馬士基集團成立于1904年，總部設立在丹麥哥本哈根，遍布全球125個國家，旗下員工超過100000名。

自1924年進入中國后，至今已建立了30家獨資或合資公司，招募了超過5000名員工。Andersen’sFairyTalesEurope:ItalyWheninRome,doastheRomansdo.Export:textiles,productionmachinery,motorvehicles,tobacco,beverages,foodImport:textiles,energyproducts經常遲到：Sorry,trafficjam!最輕松的翻譯。Ciao!Grazie!PlagoEurope:GermanyThe5thlargestnationaleconomyintheworldbutprovedtobeoneoftheslowestgrowingeconomiesintheentireEurozone.Export:machinery,vehicles,manufacturesImport:foodstuffs,textilesEurope:SwitzerlandAprosperousandstablemodernmarketeconomywithlowunemploymentandahighlyskilledlaborforceExport:watchesSwatchGroupofSwitzerlandImport:textiles,agriculturalproductsEurope:FranceFrance’sleadersremaincommittedtoacapitalisminwhichtheymaintainsocialequitybymeansoflaws,taxpolicies,andsocialspendingthatreduceincomedisparityandtheimpactoffreemarketsonpublichealthandwelfare.Europe:FranceTheratioofBlue,WhiteandRedinthenationalflagis30:33:37tosolvethevisualproblemofBluemuchwiderthanRed.MuchemphasislaidonFashion,“ParisStyle”FrenchGourmetLaDefense---CommercialZone3Europe:FranceCarrefour歐洲最大零售商世界第二大零售商世界最大食品零售商世界最國際化的零售企業(yè)中國最大外資零售商Europe:NetherlandsHolland;DutchlandShell殼牌石油，統一潤滑油Europe:UKOneofthe4TrilliondollareconomiesofWesternEurope(Germany,France,Italy),aleadingtradingpowerandfinancialcenterHSBCHoldingEurope:UK三大禁忌

a.排隊不加塞兒。

b.不問女士年齡。

c.不能砍價Yorkshire風俗：女孩該談婚論嫁時穿緊身衣，綠色表示“我愿戀愛，大膽追求吧！”，黃色“有機遇，中意便可能成功。”，紅色“別理我！”Europe:PolandAsuccessstoryamongtransitioneconomieswhichsteadfastlypursuedapolicyofeconomicliberalization.FatherofEsperanto:Zamenhof柴門霍夫Publicfacility:▽forGents’〇forLadies’MostlovelygirlsinEuropeAmericaThethirdcontinentNorthAmericanFreeTradeAgreement,NAFTA(北美自由貿易區(qū))，launchedinJan,1994,hassetavaluableexampleofthebenefitsoftradeliberalizationincludingUSA,CanadaandMexico.America:USATheUSAistheUK’slargestsingleexportmarketandtheUKisthesixthbiggestexportertotheUSAafterCanada,Mexico,China,JapanandGermany.WalmartStores,ExxonMobil(oil),FordMotor,GeneralElectric,CitibankAmerica:CanadaMainReligions:Christianity,Judaism,Islam,HinduHighlyproductivefarmingwithonly8%ofcoverageExport:fertilizer,machineryImport:crudeoil,durableconsumergoodsAmerica:MexicoMainReligions:Catholic,ProtestantWorld’slargestproducerofsilverandoneofthe5majorproducersofoil.餐飲：仙人掌cactus5000年前的瑪雅(Maya)文化主要孕育、興起、發(fā)展于今墨西哥的尤卡坦半島，這一地區(qū)的總面積為32.4萬平方公里，其人口最高峰時達1400萬人。America:BrazilUsingBrazilianPortuguese,asalower-middleincomeeconomy,BrazilistheUK’mostimportanttradingpartnerinLatinAmerica.BRICs金磚四國，2050年，世界經濟格局將會劇烈洗牌，全球新的六大經濟體將變成中國、美國、印度、日本、巴西、俄羅斯。目前掌握經濟話語權的G7(美國、日本、德國、英國、法國、意大利和加拿大)。OceaniaThesmallestcontinent,mainlyAustralia,NewZealand,PapuaNewGuinea.Oceania:AustraliaArea:7,686,850sqkmPopulation:20,264,000(over50millioninZhejiangprovince)ThethirdlargesteconomyinAsia-PacificRegionafterJapanandChina.Export:minerals(coal,gold),meat,woolImport:machinery,equipmentRabbitsarenotluckysymbolsthere.Oceania:NewZealandTheLordoftheRings,ReturnoftheKing毛利人（Māori）NationalBird:KiwiDogeating勤奮的牧羊犬創(chuàng)造了新西蘭HelenClarkMainReligiousSchoolsChristianityHinduismBuddhismTaoismConfucianismBusinessandReligionTherearedifferentkindsofreligiousbeliefsintheworldsowhenwedobusinesswiththemweshouldnoticethatdifferenceandtrytoavoidmisunderstandings.Workinghours:trytoavoidSundayswhenyoudobusinesswithChristianities.AndtrytoavoidthoseimportantoccasionswhenyoumeetBuddhists.Gifts:somethinggreatinyourreligionisatabooinotherreligions.Whenyoutrytosendbusinessgiftstoothersyoushouldtakethisintoconsideration.Businessdinnersorparty:somefoodisabsolutelyforbiddeninsomereligion,youshouldavoidit.Businessmeeting:somewaysofmeetingorgreetingshouldbedifferenttodifferentpeople.ChapterFourGenderDifferenceinCommunicationi.GenderDifferenceii.PsychologicalDifferencebetweenMenandWomeniii.Educationiv.MenandWomenatWorkv.WomeninNegotiationvi.HowtoSelltoWomen?ThegenderdifferenceinthecommunicationThetraditionalrolesofmenandwomenintheworkforce,familyroles,educationalbackgroundsareslowlychanging.Moreandmoretakeimportantrolesinacompanyortakechargeofthebusinessnegotiation.Althoughinthebusiness,lotsofpersonstrytosetsomeprinciplestoeliminatethedifferenceofmenandwomen,thedifferencestillexists.Andthedifferenceplaysaquiteimportantroleinthebusinesscommunicationcourses.ThedifferentwaysofthinkingMen’sWomen’sMenandwomenhavegreatdifferencephysically,mentallyandspiritually.Soitcannotbeavoidedthatthedifferencereallyexiststhere.Whatwecandoisjusttryingourbesttomakemisunderstandingleast.PsychologicalDifference

Characters:Mentendtobemoreaggressiveandwillingtotakerisks.Womentendtobemorepersonalandhavemoreconsideration.Waystocommunicate:Mentendtotalkmorebutwomenlistenmore.Mentendtodebateandshowtheirdisagreementdirectlyandeasilybutwomendon’t.WomeninnegotiationNegotiationisaendurableandtoughcourse.Chiefnegotiatormustmakelotsofdecisionsandchangethestrategiesaccordingtothesituations.Itneedsthechiefnegotiatorhassomespecialqualitiesandaverysoundbody.Traditionally,wethinkthecharactersofmenseemtobemoresuitabletothepost,butmoreandmorewomenappearinthisfield.Arewomenreallydifferentinnegotiation?Aqualifiednegotiatorshouldhavealltherequiredfactorssointhispointamanandawomanwouldnotmakethingsdifferent.Whendealingwithsomedetailsorturningpoints,menandwomenmakehavedifferentwaystohandle.Howtoselltowomen?DifferentwaysofconsumptionstomenandwomenBluerouteismen’sbutredrouteiswomen’sChapterFivePersuasiveSkills(1)i. PersuadingOneselfbeforeOthersii. SettingPersonalObjectiveiii. DevelopingtheRelationshipiv. UnderstandingHumanMotivationTheArtofPersuasiveCommunicationSource:TheArtofPersuasiveCommunication,1997,Storey,Richard,GowerPublishingLimited,Hampshire,England;Vermont,USAISBN0-566-07819-8

/DefinitionofPersuasionorInfluence:Providingtherightamountofinformationforanotherpersonwiththeintenttoproduceachange.PersuasiveCommunication–theArtofmovingpeoplethroughtoactionPersuasionInfluencingConvincingIntheyear2003,theAmericanManagementAssociationsurveyed2,800executivesforthequestion:

“What’syourNo1needforsuccessinbusinesstoday?”

Theoverwhelmingresponsewas:Topersuadeothersofmyvalueandthevalueofmyideas!Therewere3principlesofpersuasion:1.honorandrespectthepersonyouarecommunicatingwith.2.understandingtheotherperson’sframeofreference.3.you’vegottobeaneffectivecommunicatorfirst.TheCustomer'sBiggestFearFourSectionsSettingPersonalObjectiveDevelopingtheRelationshipUnderstandingHumanMotivationAskingtheRightQuestionsI.SettingPersonalObjectivel

Allmendream:butnotequally.Thosewhodreambynightinthedustyrecessesoftheirmindswakeinthedaytofinditwasvanity:Butthedreamersofthedayaredangerousmen,fortheymayacttheirdreamswithopeneyes,tomakeitpossible.---T.E.LawrencelTakeintoconsideration:culture;gender;relationship;motivation;personalityetc.II.DevelopingtheRelationshiplAmajorfactorininfluencingothersishowwellyouinteractwiththem.lTwo-thirdsofallEuropeanbusinessdealsworthmorethan￡65billionareagreedoveragameofgolf.---Source:theGermanEconomicsMagazine,KapitallImaginehowrichyouwouldbe---materiallyandspiritually---ifallthepeopleyouhavetopersuade,convince,influenceandinteractwithwereascomfortabletobewithasyourownfriends.Itispossibletodevelopearlyandlong-lastingrapportwithotherswithremarkablylittleeffort.

lRapport

isthelubricantofallhumancommunication.Itistheultimateinfluencingskill,moreimportantthanourknowledgeofoursubject,awarenessofour‘market’,orabilitytopersuade.Goodrapportoilsthewheelsofthemanycommunicationswehavewithotherhumanbeings.Fromthemomentweleaveourbedtothetimeourheadhitsthepillowoncemore,mostofusareinalmostperpetualcontactwithotherpeople.And,manyopportunitiestoinfluencecanbelostwithoutrapporttosmooththeinterfaceofdailycommunication.LISTYOURFRIENDS:Ithasbeencalculatedthattheaveragepersonhasnomorethanhalfadozenrealfriendsonearth.Friendsarethosepeoplewithwhomyouhavethegreatestrapport.Aharmoniousrelationshipwhereyouimmediatelyfeelcomfortable.Nospecialbehaviorisrequiredfromyouorthem.Noposturingorwarinessisnecessary---everytimeyoumeetoneanotheryoubothdivedeepintoanengagingandenduringpartnershipwitheaseandjoy.

ACase:Youhavejustmetsomeoneforthefirsttime.Youstrikeupaconversationandsoondiscoveryoulikethisperson.Theyseemtolikeyourcompany,too.YouchatabouttheplayyoubothsawonTVlastnight---theplayyouthoughtwasthebestyouhaveseenforalongtime.Itturnsoutthatyournewacquaintancethoughttheplaywaspoorlywrittenandbadlyacted.

‘Yes’,youfindyourselfhalfagreeing,‘itwasn’tthatwellactedandmaybethewritingwasalittleflatattimes.’Game1Whichdoyouthinkshouldbethekeypointinmakingfriends?(List!Afriendissomeoneonwhomyoucouldtotallyrelyintimesofrealcrisis;someonewhowouldlendyoumoneyandgiveyouspaceintheirhomeforanindefiniteperiod.)Game2Walkintoaroomfullofstrangersandmakeimmediatejudgmentaboutthem:WhichonedoIlike?WhoamImostlikelytofeelcomfortablewith?Whoisthemostdesirablepersonhere?

ValuableMottoAfriendisasinglesouldwellingintwobodies.人無癖，不可與交，為其無深情也；人無疵，不可與交，為其無真氣也。Everyone’sfriendisnoone’sfriend.Ichoosemyfriendsfortheirgoodlooks,myacquaintancefortheirgoodcharacters,andmyenemiesfortheirgoodintellect.

“FriendshipBall”forFRIENDSHIPIII.

UnderstandingHumanMotivationOLDJOKE:TheentiresalesforceofPerkyCatFoodCompanywasgatheredfortheannualsalesconvention.TwothousandsalespeoplewerelisteningintentlytotheMarketingDirectorwhowaswavinghisarmsaboutonthepodium,givingamostenthusiasticperformance.MarketingDirector:Who’sgotthegreatestcatfoodintheworld?2thousandSalesForce:Wehave!(Chorusedthesalesforce.)MD:Andwho’sgotthebestadvertisingcampaign?SF:Wehave!!(Cametheresponse.)MD:Whohasthemostattractivepackaging?SF:Wehave!!!(Theyshoutedinglee.)MD:Whohasthebestdistributionnetwork?SF:WEHAVE!(Theyroared.)MD:OK.Sowhyaren