【導(dǎo)讀】商務(wù)溝通，簡而言之，是為了提高對信息的理解能力和回應(yīng)能力，通過使用特殊的形式和技術(shù)，把技術(shù)信息從來源者傳送到需求者的一個過程。物資，以及擬定決策、規(guī)則、建議、合同、協(xié)議等活動中,起到了重要的作用。本論文從有效溝通的重要性出發(fā)，在第一章中闡述了有效溝通的。實中所面臨的障礙。第二章著重論述商務(wù)寫作中的消息策略。作者通過對“聽眾記憶曲線”的研究，第三章重點介紹直接法的具體內(nèi)容和它在“好消息”寫作和日常業(yè)務(wù)信函寫作中的廣泛應(yīng)用。溝通實例，采用“逐點對應(yīng)”的方法對語言用法一一評論。第四章與第三章互為補充,討論的是在交。流壞消息時用到的間接法,與積極肯定的溝通和日常交流相比，拒絕對方需要更巧妙的語言技巧。不同范文的對比，加以適當(dāng)?shù)脑u論，來展示不同的語言表達(dá)產(chǎn)生的效果反差。在第五章中，作者對

　　

【正文】 Positiveness and optimism In the English vocabulary, there are certain words and phrases that evoke in us an unfavorable mental reaction towards the product or service referred to. Thus, a department store does not put up a sign saying “plaint department”, because it would stimulate an unpleasant association. The term “Adjustment Bureau” or “Customer Service Department”, on the other hand, makes the customer look forward to a helpful, favorable and positive response. What would be customers? reaction to an order form with the printed statement: “to avoid errors and mistakes in shipping, plete the order form as directed”? Their immediate “picture reaction” to this sentence is obvious. They can only see their order delayed or lost and anticipate being billed for merchandise they will never receive — it would be far better to tear up the order form and do business elsewhere. That is why the messages on most order forms do everything possible to stimulate a favorable reaction, a positive picture. It is far better to state: “Please plete the order form as requested for accurate and rapid shipment of merchandise.” What triggers different reactions to these two statements? It is the words themselves. Certain words in English culture, used in a specific context, induce mental associations that are not favorable (negative), while others evoke a positive response. Negative: We hope you will not be dissatisfied with the new AllAmerican Line. Positive: We are sure you will be satisfied with the new AllAmerican Line. Negative: We do not believe you will encounter trouble and difficulty in the installation of the new equipment. Positive: For quick and efficient installation of the new equipment, please follow the directions contained in the instructional manual. Under most conditions, it is wise to avoid words, which precipitate a negative or unfavorable response. Words such as “trouble”, “dissatisfaction”, “plaint”, “neglect”, “errors”, and “negligence” usually result in unfavorable mental associations for the product or service under discussion. Tact The quality of tact in munication is certainly abstract and, as such, somewhat difficult to define. If 中國最大管理資源中心 we are to ask the man in the street, he might say “Tact is saying the right thing at the right time in the right way”2[2]. But when we are trying to write a tactful letter, what is the right thing to say? When is the right time? What is the right way? It is clear that the standard definition of tact is not an adequate guide. Like so many other factors in munication, tact is intimately involved with words, their use and their interpretation. If we say, “We failed to include the order form”, or “We were surprised we did not understand the directions”, or “We received your letter in which you claimed we did not ship”, we are certainly being tactless. Is it because of the denotations of the key words, “we failed”, “we were surprised”, or “we claimed”, or is it their connotations? Words, which have simple basic meanings, can assume special connotations in specific contexts and result in statements which are interpreted as tactless and discourteous. What is the answer? It is simple. Avoid words or phrases, which may antagonize or embarrass. Pointing out another?s error can be done in such a manner that the other person will not “l(fā)ose face” if we choose the right words. Tactless: We received your letter in which you claim we did not send… Better: Thank you for your letter concerning our shipment of December 3. Tactless: We were surprised you did not understand the specifications we sent… Better: We are sending a more plete set of specifications for the job, which we feel, will… Tactless: You failed to indicate the colour you preferred… Better: Please indicate the colour you prefer and we will ship immediately. Significance of effective munication Creating a good reputation Effective munication to people outside the anization can help create a good reputation and have a positive impact on ultimate business success. The right letter, proposal, report, telephone call, or personal conversation can win back a disgruntled customer, create a desire for a firm?s product or service, help negotiate a profitable sale, encourage collections, motivate performance, and in general, create goodwill. 2[2] Sherron Bienvenu and Paulk. Timm. Business Communication: Discovering Strategy, Developing Skills. New Jersey: Prentice Hall Upper Saddle River, 20xx, P89 中國最大管理資源中心 Furthermore, munications to the public have bee significantly more important during the past two decades. Because of demands by many special interest groups (labor unions, environmental groups, government agencies, political action mittees, and others), the media, business anizations, and political groups are seriously concerned about enhancing their public image. Important are wellplanned public speeches, tactful replies to ments and criticisms, free informative pamphlets, annual reports, and imagebuilding interviews with the news media. All these messages should be transmitted with an emphasis on honesty, openness, and concern for the public. Saving time and money Effective munication can save an anization time and money. In multinational corporations, thousands of hours are devoted daily to interviews, conferences, memos, reports, employee manuals, letters, advertising, new articles, bulletins, newsletters, and other messages. Time is the chief element in the overall cost of written and oral munications. For example, the time spent just in written tasks can occupy much of the working day. In a survey3[3] of four professional areas, a substantial number of respondents, none of whom was employed as a writer, indicated that they spent fro