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English Lecture E6

发布时间:2014-01-29 14:55:43  

BUSINESS COMMUNICATION

Formal Communication
Zhang Wen Dec. 15, 2010 (for 1st CMC English Training Program)

Main Issues
? Situations

? Written communication
? Verbal communication

? Golden rules

Situations of Formal
Communication

Written ? Letter ? Fax ? Report ? Memo ? E-Mail

Verbal ? Presentation ? Meeting ? Telephone ? Video conferencing

Written Communication
Rules

? Picture the reader ? Plan the structure ? K.I.S.S. (Keep it Short & Simple)

Written Communication

-

Letter
? ? ? ? ? External Formal layout Salutation Headed paper Contact details

Written Communication

-

Fax
? ? ? ? Mostly external Standard cover sheet Font size larger than 12 No complex colour graphs

Written Communication –

E-mail
? ? ? ? ? External/internal Proof-reading Spacing Alternative contacts A copy to yourself

Written Communication

- Memo
? Internal ? Standard template ? Directed to relevant people

Verbal Communication - Meetings
? Communicate information ? Gain acceptance of new ideas or proposals ? Raise interest/morale through involvement ? Solve problems and reach the ‘best’ decision

Verbal Communication - Meetings
Setting the agenda

? Focusing on key issues ? Providing a plan ? Specifying objectives

Verbal Communication -

Meetings
Steps to effective meetings
I. Plan

II. Inform

V. Record

III. Prepare

IV. Control

Verbal Communication - Meetings
Role of the chairperson ? Organisation & facilitation ? A Chairperson should...
– – – – – outline the purpose of the meeting allow each member to have their say intervene tactfully to control irrelevance keep attention focused on the matter in hand summarise discussions & recap on decisions

Verbal Communication - Meetings
Taking minutes

? To support the fragile human memory ? To record the agreed decisions and actions ? To encourage participants to take action

Verbal Communication - Meetings
A good set of minutes should

? Record the time, date and place of the meeting together with the name of the chairperson and a list of apologies ? Summarise the major issues discussed together with any decisions and actions on individuals ? Indicate the date, time and place of any subsequent meeting

Verbal Communication - Telephone
? ? ? ? ? ? ? Fixed line/mobile/video phone Internal/external Speak clearly Spell to confirm details Record date, time & reason Taking messages Mobile switched off at meetings

Verbal Communication
? ? ? ? ? ? Video Conferencing Meeting of people at different locations Saving time & costs Quality of connection important Time difference to be managed Trial run advisable

Golden Rules
IMPACT (Robinson, 2000. p.4)

? ? ? ? ? ?

Integrity Manners Personality Appearance Consideration Tact

Summary
? ? ? ? Prevalence of formal communication Letter, fax, e-mail & memos Meetings & telephone conversations The IMPACT

rule


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