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商务沟通(第7版)

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Content Description

《商务沟通》是美国最受欢迎的商务沟通教材之一,以实用性和目标导向而著称,致力于向学生和商务人士等各类读者传授在复杂多变的商务环境中有效沟通的技能。与其他同类教材相比,《商务沟通》内容翔实、版式新颖,不仅可以作为大专院校本科生、研究生商务沟通课程的教材,也是商务人士必备的参考书。
全书分为12章,涵盖了当代商务沟通议题、人际沟通、商务写作、商务通信、商务报告、口头沟通和就业沟通等主题。内容的组织和安排,融入了作者二十多年的教学经验。作者针对主要的商务沟通形式和手段,结合具体的实例,帮助读者分析沟通任务,指导读者采取沟通策略和步骤,并运用最有效的方式处理这项任务。读者通过《商务沟通》的学习,能够深入透彻地理解各种沟通理念,掌握它们在商务实践中的运用。
Author Description

斯科特·奥伯(Scot Ober),美国俄亥俄州立大学博士、鲍尔州立大学教授,教授商务沟通超过二十年。奥伯教授曾任商业和经济教育政策委员会全国委员、《商务沟通季刊》主编,获授商务沟通协会杰出会员。
Catalogue

译者序
前 言
第一部分 商务沟通基础
第1 章 理解商务沟通
1.1 在组织中沟通
1.2 沟通的组成部分
刺 激
过 滤
信 息
媒 介
目的地
沟通的动态性质
城市系统公司:持续的案例分析
1.3 语言沟通
口头沟通
书面沟通
1.4 沟通的方向
正式沟通网络
非正式沟通网络
1.5 沟通的障碍
语言障碍
非语言障碍
1.6 3P 模型简介
3P 行动:恰当地使用委婉语
总 结
关键术语
付诸实践
练 习
持续案例1:大堡礁
附录:城市系统公司
第2 章 商务沟通的当代议题
2.1 当代商务沟通议题
2.2 在工作小组中沟通
团队沟通的变量
团队最初目标
给出建设性反馈
冲突解决
团队写作
工作团队沟通的道德方面
2.3 在多样性环境中沟通
文化差异
团队取向的行为
跨文化沟通策略
美国国内的多样性
2.4 道德与沟通
什么会影响道德行为
道德回报
构建合德决策制定框架
合乎道德地沟通
2.5 通过电子邮件沟通
格 式
标 题
内 容
办公室地址代码
即时信息和短消息
3P 行动:写一份合乎道德的陈述
总 结
关键术语
付诸实践
练 习
持续案例2:你肯定在吸毒!
第3 章 人际沟通技巧
3.1 非语言沟通
身体动作
外在形象
声音品质
时间观念
身体接触
人际空间与领域
3.2 倾听他人
缺乏倾听技能的问题
有效倾听的关键
3.3 通过电话沟通
你在电话里的声音
打电话的技巧
语音留言
电话迷藏
手机和传呼设备
3.4 商务会议
计划会议
召开会议
会后工作
3P 行动:商务会议计划
总 结
关键术语
付诸实践
练 习
持续案例3:去里约热内卢的路上

第二部分 培养商务写作技能
第4 章 写作过程
4.1 写作过程概述
受众分析
劝说在沟通中的角色
4.2 计 划
目 的
内 容
组 织
4.3 起 草
4.4 修 改
内容修改
风格修改
正确性修改
4.5 格式和校对
3P 行动:采用3P 模型的简单备忘录
总 结
关键术语
付诸实践
练 习
持续案例4:我听到婴儿的啼哭声了吗?
第5 章 修改作品
5.1 风格是什么?
5.2 选择正确的词语
清晰地写作
简洁地写作
5.3 写出有效的句子
使用多种句型
合理运用主被动语态
采用平行结构
5.4 写出有逻辑的段落
保持段落一致性和连贯性
5.5 采取恰当的语气
自信地写作
语气真诚有礼
恰当地运用强调和从属
使用正面的语言
凸显对方立场
使用非歧视性语言
5.6 有效商务写作
3P 行动:无歧视性写作
总 结
关键术语
付诸实践
练 习
持续案例5:停止向里约进发?

第三部分 通 信
第6 章 常规信息
6.1 计划常规信息
6.2 常规请求
主旨置于开头
解释和细节
友好地结尾
6.3 常规回复
6.4 常规索赔信
6.5 常规理赔信
整体语气
先说好消息
给出解释
正面、前瞻性的结尾
6.6 友好信
一般原则
祝贺信
感谢信
慰问信
3P 行动:常规理赔信
总 结
关键术语
付诸实践
练 习
持续案例6 :真相,但并非全部真相
第7 章 说服性信息
7.1 计划说服性信息
目 的
受众分析
7.2 组织说服性请求
如何开篇
创造兴趣并为请求提供论据
应对障碍
鼓励行动
7.3 说服性请求的常见类型
推销一个想法
请求一次帮助
撰写有说服力的索赔
7.4 写一封销售信
选择中心销售主题
抓住读者的注意力
创造兴趣并激发欲望
激励采取行动
3P 行动:一封销售信
总 结
关键术语
付诸实践
练 习
持续案例7:谁知道人们心中藏着什么鬼?
第8 章 坏消息信息
8.1 为坏消息信息做计划
根据读者组织信息
为你的决定寻找正当理由
说出坏消息
以愉快的话语结尾
8.2 坏消息答复
否定一个想法
拒绝一次帮助
拒绝一项索赔
8.3 通知坏消息
关于正常运作的坏消息
关于公司的坏消息
3P 行动:一则坏消息信息
总 结
关键术语
付诸实践
练 习
持续案例8:不要说我们没有警告过你

第四部分 报告写作
第9 章 规划报告和管理数据
9.1 谁读报告和写报告?
9.2 可以使用哪些信息?
常用的数据类型
评价二手数据
9.3 收集和评价互联网数据
在互联网上搜索
评估网络资源
9.4 通过问卷调查收集资料
设计问卷调查
写附函
9.5 设计表格
交叉分类表分析
安排表格中的数据
9.6 制作图表
线形图
柱形图
饼形图
保持谨慎
9.7 解读数据
理解数据
道德维度
3P 行动:调查问卷
总 结
关键术语
付诸实践
练 习
持续案例9:你把谁称为老人?
第10 章 撰写报告
10.1 计 划
决定报告结构
组织报告
列出报告提纲
10.2 起 草
起草正文
起草补充部分
10.3 培养有效的写作风格
代 词
动词时态
强调和从属
连 贯
10.4 标明出处
什么需要标明出处
什么不需要标明出处
标明出处的方式
省略引起的曲解
10.5 精炼你的草稿
修 改
编 排
校 对
3P 行动:报告中的一部分
总 结
关键术语
付诸实践
练 习
持续案例10:为旧问题撰写报告
第五部分 口头沟通和就业沟通
第11 章 如何作口头报告
11.1 商业报告的用处
11.2 策划一次报告
报告的目的
受众分析
报告方式
11.3 组织报告结构
开 头
主 体
结 尾
在商务报告中使用幽默
11.4 策划团队和视频报告
团队报告
视频报告
11.5 商务报告的视觉辅助工具
视觉辅助工具的准备
使用视觉辅助工具
给观众分发的材料
11.6 练习并作一次报告
练习作报告
作报告
11.7 报告后的活动
3P 行动:商务报告
总 结
付诸实践
练 习
持续案例11:报告以往的信息
第12 章 就业沟通
12.1 准备简历
简历长度
简历格式
简历内容
电子简历
12.2 求职信写作
地址和称谓
开 头
主 体
结 尾
12.3 准备面试
研究用人单位
练习面试问题
准备自己的问题
成功着装
12.4 面试时举止得体
12.5 面试后的沟通
12.6 商务礼仪
会面与问候
用 餐
送 礼
办公室
3P 行动:求职信
总 结
关键术语
付诸实践
练 习
持续案例12:再见大本
重要词汇
出版后记
Introduction


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