今日商务沟通

书籍目录

CONTENTS IN BRIEF

Preface xix

PART 1 FOUNDATIONS OF BUSINESS COMMUNICATION

Chapter 1: Communicating Successfully in an Organization

Chapter 2: Understanding Business Communication

Chapter 3: Communicating Interculturally

Chapter 4: Communicating Through Technology

PART 2 THEWRITINGPROCESS

Chapter 5: Planning Business Messages

Chapter 6: Composing Business Messages

Chapter 7: Revising Business Messages

PART 3 LETTERS, MEMOS, AND OTHER BRIEF MESSAGES

Chapter 8: Writing Direct Requests

Chapter 9: Writing Routine, Good-News, and Goodwill Messages

Chapter 10: Writing Bad-News Messages

Chapter 11: Writing Persuasive Messages

PART 4 EMPLOYMENT MESSAGES

Chapter 12: Writmg Resumes and Application Letters

Chapter 13: Interviewing for Employment and Following Up

PART 5 REPORTS AND PROPOSALS

Chapter 14: Using Reports and Proposals as Business Tools

Chapter 15: Planning and Researching Reports and Proposals

Chapter 16: Developing Visual Aids

Chapter 17: Writing Reports and Proposals

Chapter 18: Completing Formal Reports and Proposals

PART 6 ORAL COMMUNICATION

Chapter 19: Listening, Interviewing, and Conducting Meetings

Chapter 20: Giving Speeches and Oral Presentations

PART 7 SPECIAL TOPICS IN BUSINESS COMMUNICATION

Component Chapter A: Format and Layout of Business Documents

Component Chapter B: Documentation of Report Sources

Appendix 1: Fundamentals of Grammar and Usage

Appendix 11: Correction Symbols

References

Acknowledgments

OrganizationlCompany/Brand Index

Subject Index

Preface xix

PART 1 FOUNDATIONS OF BUSINESS COMMUNICATION

CHAPTER 1: Communicating Successfully in an Organization

DMMUNICATION CLOSE-UP AT DlSNEY

Communication Bwiness and You

The Intemal Communication Network

Formal Communication Channels Informal. Communication

Channels

The Extemal Communication Network

Formal Contacts with Outsiders Informal Contacts with

Outsiders

Characteristics ofEffectlye Organizational Communication

An Open Communication Climate A Commitment to Ethical

Communication An Understanding oflntercultural

Communication A Proficiency in Communication Technology

An Audience-Centered Approach to Communication

An Efficient Flow of Communication Messages

Summary

OMMUNICATION CHALLENGES AT DlSNEY

Critical Thinking Questions

Exercises

Sharpening Your Skills

Commvnication Skills-Eight Great Ways They Help Advance Your

Career

Focusing on Ethics

Ethical Boundaries: Where Would You Draw thc Line?

CHAPTER 2: Understanding Business Communication

PMMUNICATION CLOSE-UP AT M ETA M 0 R P HOS 1 S

STUDIOS

The Basic Forms of Communication

Nonverbal Communication Verbal Communication

The Process of Communication

Formulating a Message Overcoming Communication Barriers

How to Improve Communication

Create the Message Carefully Minimize Noise Facilitate

Feedback

Summary

OMMUNICATION CHALLENGBS AT M ETA MORPHOSIS

STUDIOS

Critical Thinking Questions

Documents forAnalysis

Exercises

Communicating Across Cultures

Actions Speak Louder Than Words AllAround the World

Sharpening Your Skills

Eight Keys to Achieving Total Quality and Customer Satisfaction

CHAPTER 3: Communicating Interculturally

OMMUNICATION CLOSE-UP AT PROCTER & GAMBLE

The Importance of Intercultural Business Communication

Communicating with Cultures Abroad Communicating with a

Culturally Diverse Work Force

The Basics of Intercultural Business Communication

Understanding Culture Recognizing Cultural Differences

Dealing with Language Barriers Dealing with Ethnocentric

Reactions

Tipsfor Communicating with Peoplefrom Other Cultures

Leammz.About a Culture Developing Intercultural Communication

Skills Negotiating Across Cultures Hnndling Written

Communication Handling Oral Communication

Summary

OMMUNICATION CHALLENGES AT PROCTER & GAMBLE

Critical Thinking Questions

Exercises

Communicanng Across Cultures

Test Your Intercultural Kwwledge

Communicating Across Cultures

Does an "English-Only" Policy Violate Employees' Rights?

CHAPTER 4: Communicating Through Technology

OMMUNICATION CLOSE-UP AT H EWLETT-PACKA R D

Technology in Contemporary Business Communication

Technology in Written Communication

Creating Printed Documents Creating Electronic Documents

Technology in Oral Communication

Individual Communication Group Communication

ffow Technology Is Changing Communication

Summary

OMWUNICATION CHALLENGES AT H EWLETT-PACKA R D

Critical Thinking Questions

Exercises

Keeping Pace with Technology

Techniques for Finding Articles Online

Sharpening Your Skills

Five Powerful Tools to Help You Create Quality Documents Quickly and

Easily

PART 2 THEWRITINGPROCESS

CHAPTER 5: Planning Business Messages

OMMUNICATION CLOSE-UP AT QENERAL MlLLS

Understanding the Composition Process

A Ten-Stage Process Collaboration Schedules

Examining the Composition Process

Stage 1: Defining Your Purpose

Why You Need a Clear Purpose Common Purposes ofBusiness

Messages How to Test Your Purpose

Stage 2: Analyzing YourAudience

Develop Your Andiences Profile Satisfy Your Audiences

Informational Needs Satisfy Your Audience's Motivational

Needs Satisjy Your Andience's Practical Needs

Stage 3: Establuhing the Main Idea

Use Prewriting Techniques Limit the Scope

Stage 4: Selecting the Appropriate Channel and Medium

Oral Communication Written Communication

Electronic Communication

Summary

OMMUNICATION CHALLENGES AT GENERAL MlLLS

Critical Thinking Questions

Exercises

Sharpening Your Skills

Overcoming Your Fear ofthe Blank Pag

Communicatmg Across Cultures

Understand Intercultural Audiences, and You'llBe Understood

CHAPTER 6: Composing Business Messages

OMMUNICATION CLOSE-UP AT COMMUNITY HEALTH

GROUP

Stage 5: Organizing Your Message

What Good Organization Means Why Good Organization Is

Important How Good Organization Is Achieved

Stage 6: Formulating Your Message

Composing Your First Drafr Controlling Your Style and Tone

Shaping Your E-mail Message

Summary

OMMUNICATION CHALLENGES AT COMMUNITY HEALTH

GROUP

Documents for Analysis

Critical Thinking Question.

Exercises

Focusing on Etboics

The Tangled Web oflntemet Copyrights

Keeping Pace with Technology

E-mail Etiquette: Minding Your Manners Online

CHAPTER 7: Revising Business Messages

OMMUNICATION CLOSE-UP AT TURNER BROADCASTING

SYSTEM

Stage 7: Editing Your Message

Evaluating Your Content and Organization Reviewing Your Style

and Readability Assessing Your Word Choice

Critiquing Another's Writing

Stage 8: Rewriting Your Message

Create Effective Sentences Develop Coherent Paragraphs

Stage 9: Producing Your Message

Design Elements Design Decisions

Stage 10: Proofing Your Message

ProofYour Mechanics and Format Use Grammar and Spell

Checkers Wisely

Summary

OMMUNICATION CHALLENGES AT TURNER BROADCASTING

SYSTEM

Critical Thinking Questions

Documents for Analysis

Exercises

Communicating Across Cultures

More than Wordfor Word-The Importance ofAccurate Translation

Sharpening Your Skills

How to Proofread Like a Pro: Tipsfor Creating the Perfect Document

PART 3 LETTERS, MEMOS, AND OTHER BRIEF MESSAGES

CHAPTER 8: Writing Direct Requests

OMMUNICATION CLOSE-UP AT THE NATURE COMPANY

Intercultural Requests

Organizing Direct Requests

Direct Statement ofthe Request or Main Idea fustification,

Explanation, and Details Courteous C'lose with Requestfor Specific

Action

Placing Orders

Requesting Routine Information andAction

Requests to Company Insiders Requests to Other Businesses

Requests to Customers and Other Outsiders

Writing Direct Requestsfor Claims and Adjustments

Making Routine Credit Requests

Inquiring About People

Letters Requesting a. Recommendation Letter Checking on a

Reference

Summary

PMMUNICATION CHALLENGES AT THE NATURE

COMPANY

Critical Thinking Questions

Documents for Analysis

Cases

Communicating Across Cultures

How Direct Is Too Direct?

Sharpening Your Skills

How to Check References-and Avoid Legal Traps

CHAPTER 9: Writing Routine, Good-News, and Goodwill Messagei

OMMUNICATION CLOSE-UP AT STEINWAY & SONS

Organizing Positive Messages

Clear Statement ofthe Main Idea Vecessary Details

Courteous Close

Replying to Requestsfor Information andAction

When a Potential Sale Is Involved When No Potential Sale Is

Involved

Responding Favorably to Claims and Adjustment Requests

When the Company Is at Fault When the Buyer Is at Fault

When a Third Party Is at Fault

Approving Routine Credit Requests

Conveying Positive Information About People

Recommendation Letters Good News About Employment

Writing Directives and Instructions

Writing Bwiness Summaries

Conveying Good News About Products and Operations

Writing Goodwill Messages

Congratulations Messages ofAppreciation

Condolences

Summary

OMMUNICATION CHALLENGES AT STEINWAY & SONS

Critical Thinking Questions

Documents for Analysis

Cases

Keeping Pace with Technology

The Possibilities and Perils ofE-mail

Focwing on Ethics

Recommendation Letters: What's Right to Write?

CHAPTER 10: Writing Bad-News Messages

OMMUNICATION CLOSE-UP AT OLMEC TOYS

Organizing Bad-News Messages

Indirect Plan Direct Plan

Conveying Bad News About Orders

Communicating Negative Answers and Information

Providing Bad News About Products Denying Cooperation with

Routine Requests Declining Invitations and Requests for

Favors

Refwing Adjustment ofClaims and Complaints

Refwing to Extend Credit

Conveying Unfavorable News About People

Refiising to Write Recommendation Letters RejectingJob

Applications Giving Negative Perfonnance Reviews

Terminating Employment

Handling Bad News About Company Operations or Performance

Summary

OMMUNICATlON CHALLENGES AT OLMEC TOYS

Critical Thinking Questions

Documents for Analysis

Cases

Communtcattng Across Cultures

Good Ways to Send Bad News Around the World

Sharpening Your Skills

How to Take theSting Out ofCriticism and Foster Goodwill

CHAPTER 11: Writing Persuasive Messages

OMMUNICATION CLOSE-UP AT AT&T LANGUAGE LlNE

SERVICES

Planning Persnasive Messages

Ethical Persasion Audience Needs Writer

Credibility Semantics and Other Persuasive Tools

Emotion and Logic

Organizing Persuasive Messages

The Indirect Approach The Dlrect Approach

Preparing Persuasive Messages on theJob

Writing Persuasive Requestsfor Action

Writing Persuasive Claims and Reqnests for Adjustment

Writing Sales and Fund-raising Messages

Sales Letters Fund-raising Letters

Writing Collection Messages

Notification Reminder uiry Urgent

Notice Ultimatum

Summary

OMMUNICATION CHALLENGES AT AT&T LANGUAGE LlNE

SERVICES

Critical Thinking Questions

Documents for Analysis

Cases

Focusing on Ethics

Does Some Direct Mail Contain Deliberately Deceptive Copy:

Keeping Pace with Technology

Writingfor the Web: Sales Messages in Cyberspace

PART 4 EMPLOYMENT MESSAGES 377

CHAPTER 12: Writing Resumes and Application Letters

OMMUNICATION CLOSE-UP AT MOBIL

ThinkingAbout Your Career

Analyzing What You Have to Offer Petermining What You

Want Seeking Employment Upportunities Building

Towarda Career

Writing Your Resume

Control the Format and Style Tailorthe Contents

Choosing the Best Organizational Plan Adapting Your Resume to

an Electronic Format Writing the Perfect Resume

WritingApplication Messages

Writing the Opening Paragraph Summarizing Your Key Selling

Points Writing the Closing Paragraph Writing the

Perfect Appucation Letter

Writing Other Types of Employment Messages

WritingJob-Inquiry Letters Filling Out Application Forms

WritingApplication Follow-Ups

Summary

OMMUNICATION CHALLENGES AT MOBIL

Critical Thinking Questions

Documentsfor Analysis

Cases

Keeping Pace with Technology

High- TechJob Hunting: The Secrets ofFinding Employment on the World Wide

Web

Focwing on Ethics

Waming: Deceptive Resumes Can Backfire

CHAPTER 13: Interviewing for Employment and Following Up

OMMUNICATION CLOSE-UP AT MlCROSOFT

Interviewing with Potential Employers

The Interview Process What Employers Look For

What Applicants Need to Find Out How to Preparefor aJob

Interview How to Be Interviewed

Following Up After the Interview

Thank-You I.etter Letter of Inquiry Request for a Time

Extension Letter ofAcceptance Letter Declining a Job

Offer Letter of Resignation

Summary

OMMUNICATION CHALLENGES AT MlCROSOFT

Critical Thinking Questions

Documents for Analysis

Cases

Focusing on Ethics

Handwriting Analysis: Should It Be Usedto Determine Your Employment

Potential?

Sharpening Your Skills

Sixteen Tough Interview Questions: What to Say When You're Stopped in Your

Tracks

PART 5 REPORTS AND PROPOSALS

CHAPTER 14: Using Reports and Proposals as Business Tools

OMMUNICATION CLOSE-UP AT NARADA PRODUCTIONS

What Makes a Good Business Report

How Companies Use Reports andProposals

Reportsfor Monitoring and Controlling Operations Reportsfor

Implementing Policies and Procedures Reportsfor Complying with

Govemment Regulations Proposalsfor Obtaining New Business or

Funding Reportsfor Documenting Client Work

Reportsfor Guiding Decisions

How Electronic Technology Affects Business Reports

Summary

OMMUNICATION CHALLENGES AT NARADA

PRODUCTIONS

Critical Thinking Question

Exercises

Focnsing on Ethics

Do You Make These Costly Mistakes When Writing Business Reports?

Keeping Pace with Technology

Gain the Competitive Edge with Online Reporting

CHAPTER 15: Planning and Researching Reports and Proposals

OMMUNICATION CLOSE-UP AT GOSH ENTERPRISES

Five Steps in Planning Reports

Step 1: Defining the Problem and the Purpose

Asking the Right Questions Developing the Statement

ofPurpose

Step 2: Outlining Issnesfor Investigation

Developing a Logical Structure Preparing a Preliminary

Outline Following the Rules ofDivision

Step 3: Preparing the Work Plan

Step 4: Conducting the Research

Reviewing Secondary Sources Collecting Primary Data

Step 5: Analyzing and Interpreting Data

Calculating Statistics Drawing Conclusions

Developing Recommendations

Summary

OMMUNICATION CHALLENGES AT GOSH ENTERPRISES

Critical Thinking Questions

Exercises

Sharpening Your Skills

Seven Errors in Logic That Can Undermine Your Reports

Focusing on Ethics

How to Avoid Plagiarism

CHAPTER 16: Developing Visual Aids

OMMUNICATION CLOSE-UP AT EASTMAN KOOAK

COMPANY

Planning VisualAids

Why Bwiness Professionals Use Visual Aids The Process of

"Visualizing" Your Text

Designing VisualAids

Understanding the Art ofGraphic Design Selecting the Right

Visualfor theJob

Prodncing VisualAids

Creating Graphics with Computers Fitting VisualAids into the

Text Checking Over the VisualAids

Summary

OMMUNICATION CHALLENGES AT EASTMAN KODAK

COMPANY

Critical Thinking Questions

Documentsfor Analysis

Exercises

Keeping Pace with Technology

Creating Colorful VisualAids with Computers for Maximum Clarity and

Impact

Focusing on Ethics

VisualAids That Lie: The Use andAbuse ofCharts and Graphs

CHAPTER 17: Writing Reports and Proposals

OMMUNICATION CLOSE-UP AT THE SAN DlEGO WlLD

ANIMAL PARK 532

Organizing Reports and Proposals

Deciding on Fonnat and Length Selecting the Information to

Include Choosing Direct or Indirect Order Structuring

Ideas

Formulating Reports and Proposals

Choosing the Proper Degree ofFormality EstabUshing a Time

Perspective Helping Readers Find Their Way

Summary

OMMUNICATION CHALLENGES AT THE SAN DlEGO WlLD

ANIMAL PARK

Critical Thinking Questions

Exercises

Cases

Sharpening Your Skills

Be Careful-Your Computer Can Create Work!

Sharpening Your Skills

Writing Headings That Spark Reader Interest

CHAPTER 18: Completing Formal Reports and Proposals

OMMUNICATION CLOSE-UP AT THE ROCKY MOUNTAIN

INSTITUTE

Report Prodttction

Components ofa Formal Report

Prefatory Parts Text ofthe Report Supplementary

Parts

Components ofa Formal Proposal

Prefatory Parts Text ofthe Proposal

Summary

OMMUNICATION CHALLENGES AT THE ROCKY MOUNTAIN

INSTITUTE

Critical Thinking Questions

Cases

Sharpening Your Skills

In-Depth Critique: Anafyzing a Formal Report

PART 6 ORAL COMMUNICATION

CHAPTER 19: Listening, Interviewing, and Conducting Meetings

OMMUNICATION CLOSE-UP AT 3 IVI

Communicating Orally

Speaking Listening

Handling Difficult Interpersonal Situations

Resolving Conflict Overcoming Resistance Handling

Negotiations

Conducting Interviews on theJob

Categorizing Interviews 637 Planning Interviews

Participating in Small Groups dnd Meetings

Understanding Group Dynamics Arranging the Meeting

Contributing to a Productive Meeting

Summary

OMMUNICATION CHALLENGES AT 3M

Critical Thinking Questions

Exercises

CommunicatingAcross Cultures

Crossing Cultures Without Crossing Signals: Your Listening Skills Can Bridge

the Gap

Keeping Pace with Technology

Electronic Meetings: Work Together-Wherever You Are-to Get the Results You

Want

CHAPTER 20: Giving Speeches and Oral Presentations

OMMUNICATION CLOSE-UP AT PHOENIX MANAGEMENT

Speaking and Presenting in a Business Environment

Preparing to Speak

Define Your Purpose Anafyze YourAudience PlanYour

Speech or Presentation

Developing Your Speech or Presentation

The Introduction The Body The Close

The Question-and-Answer Period The VisualAids

Mastering the Art ofDelivery

Getting Ready to Give Your Presentation Delivering the

Speech Handling Questions

Summary

OMMUNICATION CHALLENGES AT PHOENIX

MANAGEMENT

Critical Thinking Questions

Exercises

Sharpening Your Skills

Tired of Being Ignored? Five Ways Guaranteedto GetAttention and

Keeplt

Keeping Pace with Technology

YourAudience Will Get the Picture: Presentation Software Can Create Lively

Business Speeches

PART 7 SPECIAL TOPICS IN BUSINESS COMMUNICATION

COMPONENT CHAPTER A: Format and Layout ofBusiness Documents

First Impressions

Paper Customization Appearance

Letters

Standard Letter Parts Additional Letter Parts Letter

Formats

Envelopes

Addressing the Envelope Folding to Fit

Intemational Mail

Memos

E-mail

Header Body

Time-Saving Messages

Reports

Margms Headings Spacing and Indentations

Page Numbers

Meeting Documents

COMPONENT CHAPTER B: Documentation of Report Sources

Finding Sources

Libraries Comtuterized Databases

Using Source Information

Recording Information

Understanding Copyright and Fair Use

Preparing Reference Lists

Reference List Construction

Manuals ofStyle

Reference List Entries

Choosing a Method ofln- Text Citation

Author-Date System Key-Number System

System Source Note Format

APPENDIX I: Fundamentals of Grammar and Usage

Grammar

Nouns Pronouns

Adjectives Adverbs

Speech Sentences

Punctuation

Periods Question Marks

Exclamation Points Semicolons

Colons Commas

Hyphens Apostrophes

Marks Parentheses

Underscores and Italics

Mechanics

Capitals Abbreviations

Word Division

Vocabulary

Frequently Confused Words

Frequently Misspelled Words

Words andPhrases

APPENDIX II: Correction Symbols

Content and Style

Grammar, Usage, andMechanics

Proofreading Marks

References

Acknowledgements

Organization/Company/Brand Index

Subject Index

Superscript

Verbs

Other Parts of

Dashes

Ellipses

Quotation

Numbers

Frequently Misused Words

Transitional

作者简介

今日商务沟通

本书是一本关于商务通基础知识的大全，更是一本很好的商务沟通方面的

教材。它涵盖了所有商务沟通的基本原则和技巧，对各种商务文件的写作以及口

头沟通的要领也有详尽的阐述。更主要的，本书还论述了伦理道德、文化差异、

法律以及技术进步等对商务沟通的影响。全书包含的内容之广讨论之详细、为

学生提供的练习定，都是同类书中不多见的。全书具有如下特点：

.采用实例：每章都以介绍公司沟通专家的工作开始，以他们成功的实例，

启发读者认识掌握这些技巧的现实意义。它们是连接全章内容和现实商务沟

通的纽带。

.采用真实商务文件：所引用的商务文件大多是作者在咨询工作中收集的实

际使用过的文件，因而十分真实，具有说服力。作者对这些文件作了详尽

评论，帮助读者运用所学知识，评价商务文件的优劣，从而真正学会构思

和创作商务文件。

.提供了180个练习题和设计了154个案例，为学生提供了充分实践的机会。

本书在内容上还充分反映了近年来信息技术的快速发展给商务沟通带来的影

响，描述了正确使用e－mail进行商务沟通和通过Internet查找信息的方法。

本书还列举了各种商务文件的格式，对商务文件中常见的术语以及编写参考

文献的格式作了解释。

附录中有基本的英语语法和商务沟通中易用错、易混淆、易拼错的单词

词汇表。

本书可用作各大专院校本科生、研究生商务沟通课程的教材，也是从事涉外

业务的公司职员必备的参考书。

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