《實用商務英語》Unit6

PracticalBusinessEnglishUnit6BasicProcessandEtiquetteofBusinessMeetingsApplicationofEffectiveCommunicationSkillsinBusinessMeetingsBusinessnegotiationstrategiesandpracticalexercisescontents目錄CrossculturalcommunicationbarriersandcopingstrategiesEmailandphonecommunicationskillsSummary,Review,andOutlookonFutureDevelopmentTrendscontents目錄01BasicProcessandEtiquetteofBusinessMeetingsDeterminingthepurpose,agenda,time,andlocationofthemeetingNotifyingattendeesofthemeetingdetails,includingthedate,time,location,andanyspecialrequirementsPreparingnecessarymaterialssuchasmeetingminutes,handouts,andpresentationslidesConfirmingattentionandcollectinganyadditionalinformationneededfromattendeesConferencepreparationandnotificationreleaseThechairmanisresponsibleforleadingthemeeting,ensuringthattheagendaisfollowed,andfacilitatingdiscussionParticipantsareexpectedtoactivelycontributetothediscussion,shareideasandinformation,andworktowardsaconsensusThesecretornotetakerisresponsibleforrecordingtheminutesofthemeeting,includingdecisionsmadeandactionsagreeduponOtherrolesmayincludeattendees,whoareresponsiblefordeliveringpresentationsonspecifictopics,andfacilities,whomaybecalleduptohelpguidethediscussionorresolveconflictsTherolesandresponsibilitiesofattendeesArrangingthemeetingroominawaythatfacilitiescommunicationandparticipation,suchassettingupaU-shapedtableorusingaboardroomlayoutEnsuringthatallnecessaryequipmentisavailableandworkingproperly,suchasprojectequipment,microphones,andaudio-visualaidsOnsitelayoutandequipmentinspection0102OnsitelayoutandequipmentinspectionProvidingadditionalmaterialssuchaspens,paper,andwaterforattendeesTestingtheequipmentbeforethemeetingtoidentifyandresolveanypotentialissues010405060302ArrivingontimeandbeingpreparedforthemeetingDressingappropriatelyforthebusinesssettingandmaintainingaprofessionalappearanceSpeakingclearlyandconfidently,usingpolicyandrelevantlanguageListeningactivelyandshowingrespectfortheopinionsofothersAvoidingdistractionssuchascheckingphonesoremailsduringthemeetingFollowingtheagendaandparticipatinginactivitiesindiscussionsandactivitiesKeypointsofbusinessetiquette02ApplicationofEffectiveCommunicationSkillsinBusinessMeetings03RespondingappropriatelyProvidingfeedback,askingrelevantquestions,andavoidinginterruptingthespeaker01ActivelisteningGivingfullattentiontothespeaker,avoidingdistractions,andshowinginterestthroughnonverbalcups02UnderstandingandclarificationSeekingclarificationwhenneededanddemonstratingunderstandingthroughparaphrasingorsummarizingDevelopinglisteningskillsClearandconsensuscommunicationUsingsimplelanguage,avoidingjargon,andgettingtothepointquicklyStructureddeliveryOrganizingthoughtsandideaslogically,usingheadingsandliststoaidclarityAdaptingtotheaudienceTailoringlanguageanddeliverystyletosuitthebackgroundandunderstandingofthelistenersImprovementofexpressioncapabilityUsingappropriatestyles,financialexpressions,andposttoenhancethemessageBodylanguageEyecontactVocaldiversityMaintainingeyecontacttoshowengagementandbuildtrustVaryingpitch,volume,andspacetokeeptheaudienceengaged030201Applicationofnon-verbalcommunicationskillsStrategiesforhandlingconflictsanddisagreementsMaintainingcallandprofessionalKeepingemotionsundercontrolandavoidingpersonalattachmentsActivelisteningandunderstandingSeekingtounderstandtheotherperson'sperspectiveandunderstandingtheirpointofviewProposingsolutionsSuggestingpracticalsolutionstoresolvetheconflictordisagreementSeekingthirdpartyassistanceInvolvinganeutralthirdpartyifnecessarytofacilitateresolution03BusinessnegotiationstrategiesandpracticalexercisesUnderstandingtheotherparty01Researchtheirbackground,interests,andnegotiationstyleDefininggoalsandobjectives02ClarifywhatyouwanttoachieveandsetrealistictargetsPreparingnegotiationmaterials03Gatherrelevantinformation,data,anddocumentstosupportyourpositionReviewofnegotiationpreparationwork01UsepoliticalandreflectivelanguagetocreateaconstructiveatmosphereEstablishingapositivetone02BrieflyintroduceyourteammembersandoutlinetheagendaforthenegotiationIntroducingtheteamandagenda03AgreementonbasicprinciplesandprocedurestoensureafairandeffectivenegotiationprocessSettinggroundrulesOpeningremarksandagendasettingtechniques

Grasptheprinciplesofquotation,bargaining,andprocessQuotationstrategiesPresentyourinitialofferclearlyandjustifyitwithsupportingevidenceBargainingtechniquesUseeffectivecommunicationskillstonegotiatetermsandconditions,seekingwinwinsolutionsProcessstrategiesKnowwhenandhowtomakeprocessestoreachanagreementwhilemaintainingyourinterestsReceivinganagreementandsigningacontractAgreementonanyfinaldetails,signthecontract,andratethesuccessfuloutcomeofthenegotiationFinalizingandsigningthecontractRecapthekeypointsofthenegotiationandconfirmunderstandingwiththeotherpartySummarizingtheagreementPrepareawrittencontractthataccuratelyreflectstheagreedtermsandconditions,andhaveitreviewedbylegalexpertsifnecessaryDraftingandreviewingthecontract04CrossculturalcommunicationbarriersandcopingstrategiesLanguagebarriersDifferentlanguagescanleadtomisunderstandingsandcommunicationdifferencesNonverbalcommunicationdifferencesGestures,legalexpressions,andbodylanguagecanvarysignificantlyacrossculturesValuesandbeliefsDivergentvaluesandbeliefscanaffecthowpeopleinterpretmessagesandhaveincommunicationAnalysisoftheImpactofCulturalDifferencesonCommunicationAvoidingstereotypingDonotmakeassumptionsaboutindividualsbasedontheirculturalbackgroundUseinclusivelanguageUselanguagethatisrelevantandinclusiveofdifferentculturesBeawareofculturaldifferencesUnderstandandexaminetheculturalnormsandvaluesofothersRespectothersandavoidofferingbehaviorandbehaviorActivelisteningListencarefullytounderstandthemessagesandintentionsofothersEmpathyTrytounderstandthefeelingsandperspectivesofothersfromtheirculturalbackgroundCulturaladaptabilityDeveloptheabilitytoadapttodifferentculturalenvironmentsandwaysofcommunicationFlexiblyadjustoneselftoadapttodifferentculturalbackgroundsTeamdiversityRecognizeandvaluethediversityofteammembers'culturalbackgroundsProvidetrainingtohelpteammembersunderstandandadapttodifferentculturesEnhanceopencommunicationandfeedbackamongteammemberstoresolveculturalconflictsInvolveteammembersfromdifferentculturesindecisionmakingprocessestoleveltheiruniqueperspectivesCrossculturaltrainingOpencommunicationCollaborativedecisionmakingCrossculturalteambuildingandmanagement05EmailandphonecommunicationskillsUseaclearandprofessionalsubjectline:ThesubjectlineshouldaccuratelyreflectthecontentoftheemailandbespecificenoughtohelptherecipientunderstandthepurposeoftheemailUseaformalandpoliticaltone:Businessemailsshouldbewritteninaformalandpoliticaltone,avoidingcolloquialismsandslangSticktothepoint:Keeptheemailconsensusandtothepoint,avoidingunnecessarydetailsandtangentsProofreadforgrammarandspelling:Alwaysproofreadyouremailforgrammar,spelling,andpunctuationerrorsbeforesendingitEmailWritingStandardsandNotesBasicprocessandetiquetterequirementsfortelephonecommunicationPreparebeforecallingKnowwhoyouarecalling,whatyouwanttosay,andhaveanynecessaryinformationordocumentsreadyIdentifyyourselfclearlyWhenansweringormakingacall,clearlystateyournameandthecompanyyourepresentUseapolicyandprofessionaltoneSpeakclearlyandslowly,usingapolicyandprofessionaltoneofvoiceAvoidinterruptionsTrytoavoidinterruptionsduringthecallbyturningoffyourcellphoneoraskingotherstoholdtheirconversation010203ConfirmappointmentsinwritingAftermakinganappointment,sendaconfirmationemailorlettertotheotherpartytoavoidanymisunderstandingsFollowuponworkarrangementsIfthereareanychangesorupdatestotheworkarrangements,makesuretofollowupwiththeotherpartyinatimelymannerKeeptrackofappointmentsanddeadlinesUseacalendarorschedulingtooltokeeptrackofappointments,deadlines,andotherimportantdatesAppointment,confirmation,andfollow-upworkarrangementsResponsequicklytoemergenciesIncaseofanemergency,responsequicklyandtakeappropriateactiontoresolvetheissueWhenhandlingcomplaints,listenactivelytotheotherparty'sconcernsandtrytoempathizewiththeirsituationIfthecomplaintisvalid,apologizeforanyinconveniencecausedandoffersolutionsorcompensationtoresolveth