分类号密级U D C 编号本科毕业论文(设计)题目浅谈商务沟通的重要性The Importance of BusinessCommunications系别继续教育学院专业名称商务英语年级学生姓名学号指导教师二0一0年十一月Acknowledgements: I would like to give my sincere thanks to my supervisor Prof. LI Qiong for teaching me how to write my research paper and helping me generously to revise it. Meanwhile, I want to thank the College Library from which I got enough useful information, with the help of which I finished my paper. And also I would like to thank all my classmates who gave me lots of helpful suggestions.Abstract：As process of global economic integration accelerated, international business activities in China, also become increasingly frequent since add the WTO, foreign trade has been boost China's rapid development of economy. Therefore, how to handle the various foreign business activities will be many people engaged in international business activists are more and more concerned about the problem. This article from the business form of communication skills, techniques and importance of spread, narrates the business exchange peculiar characteristics, how to deal with communication barriers and how to realize reach efficient business communication.Key words: International business; Communication skills; Communication features摘要：随着全球经济一体化进程的进一步加快，国际商务活动也日益频繁，自从我国加WTO，外贸一直拉动中国经济飞速发展。

因此，如何处理好各种涉外商务活动就成为许多从事国际商务活动人士越来越关心的问题。

本文从商务交流的形式技巧、技巧和重要性展开，详细叙述了商务交流中特有的特征、如何处理交流中遇到的障碍和如何认识达成高效的商务交流。

关键词：国际商务；交流技巧；交流特征ContentsAcknowledgments (Ⅰ)Abstract (Ⅱ)摘要 (Ⅲ)1. Introduction (1)2. The Basic Concepts of V ocabulary (2)3. The classification of business communications (3)3.1 Oral business communications (3)3.2. Colleague and customer communications: (4)3.2.1 Problem communications (5)3.2.2: Communicate with my boss: (6)3.3 business written communication (7)3.4 Cross-culture Business Communications (8)3.5 business communication methods (9)4. Analysis crisis communications and media communications (10)5. Communication features (11)6. The importance of business communications (12)6.1 How to respond to each other proposals (13)7. Conclusion (14)Bibliography (15)1. IntroductionBusiness communication refers to communicate in business activity, negotiate process. Its effect to see personal diathesis, experience, (including command of English, strain capacity, affinity, integrity, influence and so on too much) the company strength factors.Business communications role to promote business between friendly contacts between the two sides, but also promote the economic development of business, business communications is benefit foundation, have no business communications lai2 economic interests development.Communications is a very basic，but big science, people get along with every aspect to communications, including in our work and leadership, and colleagues, with the customer, in the life with family, with a friend and with all other to come into contact with people. For whatever else, first is only in work between business communications with customers to summarize, talk about personal to think more effective several techniques for your reference and hope you to give the criticism, and puts forward suggestions.Communications is not everything, but no communication is nothing. To promote business between business communications, but also promote the friendly exchanges between the economic developments of business, business communications is benefit foundation, have no business communications lai2 economic interests development. Normally, in our daily communications with colleague customer nonverbal communications of information occupy a large part. We posture, facial expressions, shrugging, body swinging, sigh, smoothing hair etc all can send a strong message, and their common characteristic is all the information through visual communications. Human beings are born with the ability to distinguish between visual signals. However, with the development of technology such as communications satellite, cable TV, Internet to make information in the global 24 hours non-stop spread. Communication with each one of us is closely related, such as shadow photograph, was like peas and carrots.2.The Basic Concepts of VocabularyCommunication is a common use of the word. For what is communication, can saying is twittering. Statistical results show that the meaning of have more than 100 kinds of communication.In English, "communication" from Latin roots to, to the meaning of this word is mutual, common meaning. Comprehensive analysis of communication 100 variety definition, generally there are two views is more common. One kind is to convince pie view, namely to emphasize information of monomial spread and delivery. As Simon thinks, communication "can be seen as a kind of program, take this procedure, every member of the organization, which decided by opinions or premise, transmitted to other relevant members." Another kind is sharing pie view, namely think communication is information senders and information recipients sharing information process, emphasizes the information transmission biphasic.3. The classification of business communications3.1 Oral business communicationsOral business communications including speech, reports, negotiation, conversation and so on. If you are prepared, and effectively express, people are willing to listen to and remember that you want to express the content.Many people fear that stage speak, but if you want to succeed must strive for each an opportunity to speak. Almost all the businessmen are very impressive public speaker. And excellent speech had a common feature is concise and with the least amount of language articulate meaning.Introduces himself: usually webmasters may not know you, in this case you can prepare a brief self-introduction, attach photos, let host rapid understanding, thus more accurate introduction to the audience.Collecting materials: as possible, then choose collect data is the best to express the meaning of material, material not overmuch lest cause confusion. If prepared detailed copy material words please don't before the speech to the audience.Visual aids: considering whether to prepare PPT and, if necessary, to speak is to carefully prepared before check the equipment is normal or not.Choose speech venue: it is in environment, seat, place, microphone to choose the familiar and comfortable venues will help to play speaking skills.Speech length: choose the appropriate length, viewers don't like harangue.Lecture content: in the preparation of speech process must remember to attract audience, is the content that the audience. Because people focused time is limited, so the eyes love that content should not be too long.Practice: speech before should make preparations, a mirror to constantly drills, can record up to his speech, and listen to what needs to be improved, judge whether speak too fast. Anyhow, practice makes perfect, more practice, can make you up more confident.3.2 Colleague and customer communicationsIn business communications, we often can see the information being misunderstood or failure of communications way causes originally willing to cooperation and mutual understanding between the colleagues contradictory. Similarly, failure to communicate yes customer relations tension even deteriorated.Unspoken Message, in fact, our daily communications nonverbal message occupies a large part. We posture, facial expressions, shrugging, body swinging, sigh, smoothing hair etc all can send a strong message, they all have in common is through visual communications. Human beings are born with the ability to distinguish between visual signals.In the commercial activity, people dress sent a strong non-verbal information. You can go through a person's clothes discern its nationality, cultures and societies. If you want to communicate effectively must pay attention to these non-verbal information.Communicating Sensitively, it is well-intentioned communications may also cause colleague the relationship broke down. For example, the personnel department colleagues tried to win the company employee holidays to a restaurant discount, but in published news unfortunate misspelled consulting telephone. When you find the ring of goodwill after reminding, but if other mistakes pointed directly, can make each other sensitive to think that you are using his little mistake intentionally embarrass her. Effective communications method is calling to thank him for everyone get discounts, said for discount is seen not easy to tell him that you have entered the restaurant and feel very satisfied, then mentioned casually that wrong telephone number and pointed out that maybe he had discovered, finally looking forward to future welfare and thank you again. Do you promote with the colleague pleasant relations.3.2.1 Problem communicationsProblem we will face the friendly communications object even intentionally seek chi, such as competitors, the dissatisfy customer, regulators or media, etc. At this time of communications becomes more complicated. Now in the trading market, customer has multiple choice, if your response to their dissatisfaction, they will soon choose other products. So face the friendly communication object, remember to they encounter sympathy and understanding.Keep cool. Ten million cannot on customer temper, once angry, the situation would hard to control.Listen carefully. Patiently listen to customer complaints and sympathy and understanding.Don't assume. Don't think you know, customer all know. Customer may not understand that professional knowledge.Clearly explained . Clearly explained the problem to the customer, want to patient explanation until the other understand.Speak clearly. Speed slow, pay attention to pause, do not use vocabulary and long sentences.Asked about the specifics. Detailed questions about the details of the problems the product improvement, perhaps to help.Verify information. Note left of name of customer contacts and said it would reply earnestly survey.Have a good ending. Finally ask whether also need other help, do not be eager to hang up or send each other.3.2.2 Communicate with my boss"Boss is not always true, but he is always boss". The most difficult thing in the world is one of how reported to the boss he didn't want to hear the news, the communication with the boss can follow the following skills: listen - no matter how much you exquisite idea, the first to listen to the boss says. Ask some questions let boss have the opportunity to show their experience and ability. Gently lead boss talked about you want to say. Request to provide advice -- no matter your plan has much more perfect, the boss after all is the boss, modest asked his boss provide opinions and carefully record. Your own ideas into others or everyone's idea -- when you put forward some bold idea to avoid when use "I think..." But with "we think..." Or do you think if... "will better". Clearly explain - the memory is limited, you must choose important several ideas and repeat, clearly explain until the other understand and remember. Request again for an opinion - express oneself idea after finish, ask your boss comments are given advice. Offered change - and initial ideas are not perfect, have to hold active modifications attitude continuous improvements. Check - and check whether my boss really understand your idea, can repeat or ask the boss again and feedback. Follow-up action - a communication doesn't entirely agree, try to do some further work can make communication to continue.3.3 Business written communicationBusiness communication not only single now written by means of a paper record files, with the development of technology, E-mail, text information, web pages, electronic digital memory can record communication information. More and more people begin to complain everyday countless E-mail processing. Technology development can't make people's life simplified instead adds the number of written communication. No matter use which kinds of means, written communication is the fundamental criterion is the same - concise, respect and clear.Content development process: always remember, business information in written communication with the concise the better! Whether written communications or oral communication, only need to illuminate the important information, unimportant information can save a province. In writing content, a good way is "5W" and "1H", i.e., what, why, time (painters), place (where), character (who) and how (how). Specific means:What: nothing had happened or what will happen, or should be what happened, other possible choices or of what may happen.Why: things happen, Why could happen, or Why should happen, or Why should happen, should not happen.When: things happen time, no occurrence of time or of the imminent time.Who: Who participated in, who has not participated in or who is involvedWhere: things took place. A took place or will take place.How: things did that happen, why not happened or what will happen.Written communication in a variety of forms. Brief directory list, up to hundreds of pages of files, letters, memos, agenda, meeting minutes, proposal, biography, applications for the position, quotation, etc. Overall, written communication to achieve simplicity.Content suitableMentioned information must be correct3.4 Cross-culture Business CommunicationsWith the globalization of economy deeply, you will face the business partners from all over the world, and perhaps you use the same language communication such as English, but because from different cultural background, may produce many misunderstandings and cultural conflict.Everyone at the same time, do not belong to several culture is the only country to judge according to, and age, gender, regional languages, hobbies, and participate in community and other factors, so it is difficult to put a man into a cultural category. In business communication, and on the basis of nationality gives a person put those slick on the country culture description is very dangerous. Remember that each person is different, everybody should be treated differently.Business communication image in cultural forms of expression: the concept of time and punctuality - different cultures attitude toward time difference is very big. Nordic people demands on time very precise, punctual concept is very strong. And the Spaniard or Italian considering lateness 10-15 minutes is normal. Etiquette - some cultures, such as Japan and South Korea is very exquisite etiquette, the commercial activity is more formal, but the eastern United States formally some. Attitude -- some culture as the legal agreement or contract supreme, but some cultural treat legal contract attitude very casual, they think with conditions change, the content of the agreement to make adjustment nature, they emphasize the interpersonal relationship. Social activities - some culture, social activities and business activities is completely separated. Work is, away from the office of social has nothing to do with your work. While in some countries, all business activities are in social activities completed. Sex - men and women in the commercial activity should be treated equally. Many countries formulate law forbids the sex discrimination. But in fact in some countries the male and female still be treated differently.3.5 business communication methodsAbout English: English is the global business most languages. And in fact, American and British people to compare, they speak English completely different, there are words describe very thorough, "American and British in almost all aspects are the same except the language". Indian people speak English and Caribbean people speak English sounds completely different, but is English. Today Britain people speak English and fifty years ago there are great differences. Language in the unceasing development, no matter how different, so long as can communicate will do.Frank: politeness or rude question is each business men meet the most difficult problem. The same behavior in a culture is entirely appropriate by another culture is considered rude. If you want to in international business environment in a difference, you must learn to tolerate. This does not mean that you should bear all no polite behavior, but must sometimes for people from different cultures more understanding and tolerance.For example in many Asian and European countries, and business activities based more on interpersonal relationship, based on mutual understanding and trust. And in the west is more believe, we sunspots contract. These two completely different often makes Chinese and western cooperation businessman conflict.And as in western business communication advocate directly with frank. In Asia, in the face of refuse to be considered rude, not to give you face, they are more can accept the way of talking.Compliance with interrupt: any organization has a rank. Asian countries stress subordinates to superior compliance. But in western countries, a middle management personnel may to the overall interests of the company against superior's opinion, the proposed own view. Western culture can be inclusive subordinates with challenges, and argue in Asia is extremely rare.Language, etc. People usually are proud of their hometowns, they will reel to introduce you to explain. This is easy to open the topic, in conversation building4. Effective business communication waysNo matter what occupation, no matter big or small company size, no matter whether preparation is fully realized, the company in a certain stage inevitably into difficult situation -- crisis. The crisis is the sudden, cannot be predicted. Crisis management has become an important enterprise managers of tasks, including numerous aspects of the contents, including crisis communication is very important part. Crisis occurred after shall promptly notify the internal employee and enterprise partner communication correct information, and at the same time to the outside of the public, the media and authority undertake communication.Crisis communication process must remember three points: first, don't for a discussion about the delay time, to act quickly. Second, don't complain, lookup mutual responsibility. Thirdly, don't forget to anyone, must to each stakeholder do communication.Technology development such as communications satellite TV, Internet, limited information in the global 24 hours non-stop spread. In addition the newspapers and magazines and other business publications are also increasingly growth. Media is increasingly becoming every enterprises have to concern about dealing with the object. Former media means newspapers, magazines, television, radio, and today's media form is more rich, including internal newsletters, web sites and blogs BBS, professional publications, entertainment public relations activities, product and service commitment, etc. Moreover, friends and relatives saw reputation legend level star characters are either is very effective communication medium.Enterprise always that information is released by the enterprise from inside to outside to the media. This is mistaken, without an enterprise can management, control over the media. Enterprises should embrace support media attitude, try to help the media provide information and communication channels, let enterprise with a positive image appears.5. Communication feature：With the increasing of a foreign-capital enterprise, more and more Chinese people start in foreign affairs. Although nature of work, the work site vary, but they will face the same problem, namely how engaged in foreign-related economic and trade activities, how in foreign management of enterprises in place. The language differences is undoubtedly these one meets with the biggest obstacle, known as the life in our English, academic English, in addition, business communication is wholly foreign-owned enterprise is the most important in modern communication tool. Objectively compare straightforward, see business English strict accurate, interest is not strong. But the job such language and work is complementary, everyone needs to work or faced with work, so it became a living language and language development, and to whom, is essential. Foreign standardized business communication as choose a English-speaking countries employee standard, became the internationalization enterprise thoroughfare. Thus, fix this problem need to carry out business English "professional" - business communication.Communicate basic features: (1)Clear: the information receiver can need not guess and understand information the sender's intentions. (2)Complete: can answer information receiver issue for the information receiver must provide message of related content. (3) To accurately express accurate information. From the spelling, punctuation, grammar, sentence structure and wording to were no mistakes. (4)Save the reader's time - articles style, group of materials, layout design can help the reader as soon as possible to read and take relevant action. Language transfer information should pay attention to brief. (5)Convey friendliness of information: communicator should pay attention to in the communication process to establish and represents the organization's good image and credibility. Fully respect each other, which will be communicated with each other in the process of establishing good friendship.6. The importance of business communicationsFrom the main content of concluded to be extended, and combining with actual to analyze the importance of communication. One, about communication atmosphere: (1) to consider carefully prologue, build positive tone: communication prologue is very important, good chat-up line can build positive tone, conversely, bad prologue affect communication is smooth. (2) Predict atmosphere: communication atmosphere in advance forecast, its purpose is to prepare for the worst, formulate the best target and strategy. Through the integral atmosphere forecast, selecting the appropriate prologue, from the prologue began to set the best goal. (3) To examine color: including your partner's body language, gestures, facial expressions, eye contact, speaking tone, etc. These aspects can pass a lot of information, through your analysis adopting different coping methods, namely must know how to create atmosphere, learn to guide topic, and to understand the timely stop and give up the communication, looking for another time and place to communicate, example. Second, how to put forward its own ideas: (1) how to present our idea: if you want to make communication can in active situations, needs both proposed own idea. By the other party first put forward for their comparative advantage, so normally, if things as you expected, is correspondingly to adjust their strategies. (2) Communication questions which should be paid attention to - communication should do: carefully listen to each other in the conversation, put forward the ideas of enough leeway, calm ease refused to each other unreasonable ideas, conditionally providing services and testing each other attitude: "if... what do you think?" Communication should not do: don't make too much about the concession, their ideas don't speak too extreme, lest the had to compromise nowadays the spot, don't say "no", don't always use "can" and "can't" to answer this question, do not let the other side looks foolish.6.1 How to respond to each other proposalHow to respond to each other proposals (1) avoid immediately give advice: when each other make a suggestion, want to avoid immediately given approval or opposition. Consider each other's proposal, don't be afraid to remain silent, and want to know the other side also in estimates your reaction. Find each other position in common. Wait for you finish words again after respond. (2) Clarify proposal, reply: going to focus on the problem, you haven't noticed and guide each other to correct. So what is sure answer can be found, and which were not sure answer. For the problem, not sure going to focus on the discussion, then make answer, fully understand the meaning of each other is very important. Respond, use honest languages, including body language, not too much exposure to your intentions, let the other side guess your reaction. (3) Don't immediately respond to take a delaying tactic: sometimes, each other's proposal to reply you, or don't want to respond immediately, this time can takea delaying tactic. For example delivery originally is 30 days, but now their request for10 days, you may not meet each other's requirements, or to do will be expensive, so would not immediately answer. At that time, we will adopt a delaying tactic. A delaying tactic, there are all kinds of ways, such as the "but also with purchasing personnel discuss", "it will instruct leadership," etc. (4) provides the choice: in response to offer, also can consider to offer a choice every choice to the other party may have benefits, also have the insufficient place. From each other's greatest concern to discern in the least important things, and turn them into his new proposals. So, you appear willing to compromise, but actually won't give up any for their valuable things.(5) use silence, ice: in communication, don't be afraid to silence, the ice. Silence, the ice is a good thing, if the other party temperament compared nasty, or don't know how to use the ice, so, the other party is likely to speak, thus can get more information. Appear the ice, opponents also may reflect on their words and deeds, such as price is not reasonable or question wrong, etc, the other party will doubt yourself, put himself into bad thought that instead more want to each other's advantages.7. ConclusionBusiness communications: in communications, the importance of understanding the role of communication is discussed in business communication of importance. Each kind of communication form to carry out a kind of culture, whether the nations, the country, each unit, enterprises, each class, all have their own way of communication, in spite of similar way of communication, but completely possible expression meaning is completely different. To smooth, accurate and clear understanding of each other's way to communicate will first familiar with each other's purpose. However, each kind of communication forms are applicable in different occasions, therefore must learn the proper, distinguish occasion. 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