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《国际商务沟通》课程教学大纲
一、课程基本情况
(一)课程名称国际商务沟通InternationalBusinessCommunication
(二)课程负责人郭苏文
(三)学时与学分30学时学分2分
(四)适用专业经济管理类
(五)课程教材《商务沟通原则与实践》英RonaldB.Adl著北京大学出版社
2005.7
(六)参考教材《商务管理与沟通》洛克(Locker美)机械工业出版社
2005.1《跨文化沟通指南》SanaReynoldshttp://___.welan.com/Search/Search.aspxindex=1q=%C9%CC%__%F1%B9%B5%CD%A8i__geField=\lClick#Click\o搜索\SanaReynolds\的图书Deborahhttp://___.welan.com/Search/Search.aspxindex=1q=%C9%CC%__%F1%B9%B5%CD%A8i__geField=\lClick#Click\o搜索\DeborahValentine\的图书清华大学出版社,
2004.10《商务沟通http://___.welan.com/1426231/\t_blank》李健李旸http://___.welan.com/Search/Search.aspxi__geField=index=1q=%c9%cc%__%f1%b9%b5%cd%a8page=2\lClick#Click\o搜索\李健李旸\的图书中国对外经济贸易出版社,
2005.7http://___.welan.com/Search/Search.aspxi__geField=index=1q=%c9%cc%__%f1%b9%b5%cd%a8page=2\lClick#Click《商务英语沟通http://___.welan.com/1910383/\t_blank》艾菲德﹒罗伯茨http://___.welan.com/Search/Search.aspxindex=1q=%C9%CC%__%F1%B9%B5%CD%A8i__geField=\lClick#Click\o搜索\英艾菲德﹒罗伯茨英菲利普﹒布鲁斯黄智颖\的图书英http://___.welan.com/Search/Search.aspxindex=1q=%C9%CC%__%F1%B9%B5%CD%A8i__geField=\lClick#Click\o搜索\英艾菲德﹒罗伯茨英菲利普﹒布鲁斯黄智颖\的图书复旦大学出版社http://___.welan.com/Search/Search.aspxindex=1q=%C9%CC%__%F1%B9%B5%CD%A8i__geField=\lClick#Click
2006.7《商务沟通http://___.welan.com/1801738/\t_blank》钱焱张卓http://___.welan.com/Search/Search.aspxi__geField=index=1q=%c9%cc%__%f1%b9%b5%cd%a8page=2\lClick#Click\o搜索\钱焱张卓\的图书立信会计出版社http://___.welan.com/Search/Search.aspxi__geField=index=1q=%c9%cc%__%f1%b9%b5%cd%a8page=2\lClick#Click
2006.2《商务沟通技巧http://___.welan.com/1271041/\t_blank》英苏格兰学历管理委员http://___.welan.com/Search/Search.aspxi__geField=index=1q=%c9%cc%__%f1%b9%b5%cd%a8page=3\lClick#Click\o搜索\英苏格兰学历管理委员会\的图书中国时代经济出版社http://___.welan.com/Search/Search.aspxi__geField=index=1q=%c9%cc%__%f1%b9%b5%cd%a8page=3\lClick#Click2004-09《商务沟通》黄竹英、黄鹂,重庆出版社,
2001.9
二、任务课程的性质、任务和基本要求商务沟通(商务交流)是专为经济管理类本科生所设置的实务性的基础课程在世界经济日益全球化的今天,交流已成为工商界人士必备的技能,沟通的重要性越来越被人们所认识与管理沟通课程不同,商务沟通课程的训练旨在提高学生在实际商务活动情境中与其他人交往和沟通的能力本课程内容覆盖商务交流所必需的技巧,主要包括交流过程、口头表达、倾听、非语言交流、面谈、求职方法、与跨文化的上司、下属、同事沟通的方法,以及与顾客沟通的技巧等本课程要求学生理解商务沟通对工作和人生成就的重要性,熟悉各种不同类型的商务沟通方式和方法,认识影响有效沟通的主要因素,根据商务活动的具体情况有效地利用不同的沟通方法,提高在实际__和业务中的沟通能力和技巧
三、学时分配建议本课程教学总时数为30课时,具体学时分配可参照下表序号课程内容课时理论(案例)教学(节)实践教学(节)Chapter1Communicatingatwork
1.1DefinitionandnatureofBusinessCommunicationBC
1.2KindsofBusinessCommunicationBC
1.3Choosingtheopti__lcommunicationchannel4Chapter2Essentialelementsofcommunication
2.1Verbalcommunication
2.2Nonverbalcommunication
2.3Elementsofcommunication4Chapter3listening
3.1Theimportan__oflistening
3.2Factorsleadingtopoorlistening
3.3Howtoimproveourlistening4Chapter4Communication、CultureandWork
4.1Culturaldiversityandcommunication
4.2Organizationalcultures4Chapter5communicationwithsubordinatesandsuperiorefficiently
5.1Valueofcommunicatingwithsuperiorandsubordinatesefficiently
5.2Howtocommunicatewithsuperiorandsubordinatesefficiently4Chapter6communicationwithcustomersefficiently
6.1Principalsofcommunicatingwithcustomers
6.2Skillsofcommunicatingwithcustomers4Chapter7interview
7.1Kindsofinterview
7.2Skillsofjobinterview4Review2合计30
四、教学内容和基本要求Chapter1Communicatingatwork[教学目的要求] Learndefinition、natureandkindsofbusinesscommunicationUnderstandtheroleofcommunicationininternationalbusinessLearnchannelsofcommunication[教学重点] ChannelsofcommunicationNatureandkindsofbusinesscommunication[教学内容]
1.1DefinitionandnatureofBusinessCommunicationBC
1.
1.1DefinitionofBusinessCommunicationBCBC Adynamicmulti-channeledpro__sswhichcoversinternalaswellasexternalcommunicationinagivenorganization.
1.
1.2NatureofBusinessCommunicationBCDynamicandmulti-channelednature
1.2KindsofBusinessCommunicationBCDownwardcommunicationInternalCommunication:UpwardcommunicationHorizontalcommunicationExternalcommunication
1.
2.1InternalCommunication
1.
2.2ExternalCommunicationECreferstothekindofcommunicationbetweentheorganizationandtheoutsideinstitutionsandpersonscon__rned.Publicrelationsdepartment__rketingstrategy---Advertisement
1.
3.Choosingtheopti__lcommunicationchannel
1.
3.1Fa__-to-fa__communicationSpeedControlInstantaneousfeedbackPersonalqualityDifficulttoarrangeCanbeexpensiveandtime-consumingExaggeratespersonalitydifferen__s
1.
3.2TeleconferencingMinimizescostanddelaysoffa__-to-fa__Lacksvisualcomponentoffa__-to-fa__Initiatordoesnotknowphysicalcontextofre__iverEasiertoinitiatethanteleconferencing
1.
3.3Telephoneandvoi____ilH__esomepersonalelementsoftelephoneDealingwithcumbersomeauto__ticvoi____ilprogramscanbeannoyingOne-sidedvoi__communicationscanshortcutconversationaloverheadandintermediaries
1.
3.4WrittencommunicationPer__nentDealswellwithcomplexsu__ectsPermitstimeforcompositionLesspronetoerrorsChapter2Essentialelementsofcommunication[教学目的要求] UnderstanddefinitionsandcharactersofVerbalcommunicationandNonverbalcommunication__sterelementsofcommunication[教学重点] ____ysisonelementsofcommunication;Functionsofchannelandfeedbackininternationalbusinesscommunication[教学内容]
2.1Verbalcommunication
2.
1.1ExpressingallkindsofideasTheuniquenessofVCisinthatitcanbestexpressallideaswewanttoexpress.
2.
1.2Keepinganddisseminatinginfor__tionYoucanstoreyourideaintothecomputer.Youcancontactsomeonewhoisnotintheoffi__throughtelephoneorle__eamessage
2.
1.3Moreclarifiedandefficientthanotherways
2.2NonverbalcommunicationNonverbalcommunicationreferstothecommunicationthatisnotinwordsbutthroughone’svoi__qualitiesfacialexpressionsgesturesbodymovementsorattitudestowardsapa__andtimeetc.NCusedtobeneglectedby__nypeoplesimplybecauseofitsnonverbalnature.
2.
2.1Voi__qualitiesVoi__qualitycoversanumberofelementsofwhichthreeareworthourspecialattention.i.e.:volume;rate;pitch
2.
2.2Facialexpressions
1、Movementofeyebrows
2、Movementofeyes
3、__ile
2.
2.3GesturesandbodymovementsGestureisanotherindispensableelementfornonverbalcommunication.Differentgesturesexpressdifferentmessages.Somegesturesseemtobeknownbyall.Posturereferstoourbodypositionsasawhole.Posturesendsdifferentmessagestootherpeople.
2.3Elementsofcommunication
2.
3.1MessageDefinitionofmessageKindsofmessage
2.
3.2Senderandre__iver
2.
3.3ChannelandfeedbackOralchannelandWrittenchannelFor__lchannelandInfor__lchannelPositivefeedbackandnegativefeedbackInnerfeedbackandOuterfeedback
2.
3.4Per__ptionExperien__d-drivenAttitude-drivenIncompletemessage-drivenChapter3listening[教学目的要求] Understandtheimportan__oflisteningLearntoovercomebarriersandlistenactively__sterskillsoflistening[教学重点] FactorsleadingtopoorlisteningHowtoimproveourlistening[教学内容]
3.1Theimportan__oflistening
3.
1.1Theroleoflisteningforthetop__nagementSomepeople__yassumethetop__nagementhaslittletodowithlistening.Inorderto__ximizethesour__sofinfor__tionthetop__nagementlistentoothers’opinionsuggestions.Organizationshold__nagerialmeetingsonregulartime.
3.
1.2Theroleoflisteningfortheintermediate__nagementTheintermediate__nagementisinapositiontore__iveandtofeedbacktoodirectivesfromthetop__nagementandtogiveinstructionstotheemployees.__nagersattheintermediatelevershouldbesharplistenerswhilere__ivingdirectivesfromtheirbosses.Theyshouldnothesitatetoaskhisbossforclarification---becausetop__nagementsometimes__yneglecttogiveclearmessages.
3.
1.3Theroleoflisteningfortheline-employeesLine-employeesareend-re__iversofthe__ssage.Itisessentialforthemtocorrectlyunderstandthemessagetheyh__ere__ived.Theyshouldnothesitatetoaskhisbossforclarification---becausetop__nagementsometimes__yneglecttogiveclearmessages
3.2Factorsleadingtopoorlistening
3.
2.1Speaker-orientedLackingeyecontactLifelessvoi__LackpropergesturesClothingfactorPoororganizationofthespeechAwrongly-chosentopic/au___n__Facility-ledpooreffect
3.
2.2Listener-orientedPer__ptionagainstthespeakerLackingpatien__Internalnoise
3.
2.3OtherfactorsExternalnoiseExternalnoise
3.3Howtoimproveourlistening
3.
3.1WhataspeakershoulddoForeyecontactForvoi__ForgesturingForclothingForspeechorganization
3.
3.2WhatalistenershoulddoBeo__ectiveBepatientBeawareoftheinternalnoise
3.
3.3ExternalfactorstobecontrolledNoise__lfunctioningoffacilitiesChapter4Communication、CultureandWork[教学目的要求] UnderstandthenatureofCultureLearnCulturedifferen__sininternationalbusiness__sterskillsoflisteningUnderstandtherelationshipbetweenorganizationalCultureandInternalCommunication[教学重点] Culturedifferen__sininternationalbusinessRelationshipbetweenorganizationalCultureandInternalCommunication[教学内容]
4.1Culturaldiversityandcommunication
4.
1.1ThenatureofcultureLearnednotinnateShapesourviewoftheworldDetermineshowweinteractFormedof__nydimensionsIsusuallyinvisibletoitsinhabitants
4.
1.2Culturedifferen__sininternationalbusinessFor__litySocialCustomsStylesofDressTimeToleran__forConflictGenderRoles
4.
1.3Co-culturedimensionsandcommunicationRegionalDifferen__sEthnicityDisabilities
4.2Organizationalcultures
4.
2.1OrganizationalCultureDimensionsofOrganizationalCultureCreatingand__intainingOrganizationalCultures
4.
2.2RelationshipbetweenorganizationalCultureandInternalCommunicationItisacausalrelationship----withoutasoundcorporatecultureonecanhardlyexpectasoundinternalcommunication.__nycompaniesarepayingmoreattentiontothebuild-upofsoundcorporateculture.Thereisnouniversalcorporateculture.Everyorganizationhasitsownuniquecultureorvalueset.Chapter5Communicationwithsuperiorandsubordinatesefficiently[教学目的要求] UnderstandvalueofcommunicatingwithsuperiorandsubordinatesefficientlyLearnbasicprincipalsofcommunicatingwithsuperiorandsubordinates__sterskillsofcommunicatingwithsuperiorandsubordinates[教学重难点] BasicprincipalsofcommunicatingwithsuperiorandsubordinatesHowtocommunicatewithsuperiorsandsubordinateswithdifferentcharacters[教学内容]
5.1Valueofcommunicatingwithsuperiorandsubordinatesefficiently
5.
1.1ValueforsuperiorBuildahappyworkingenviro__entBetterrelationshipbetweenemployeesandbossHelptoconstructcompanycultureImprove__nagementoftheorganization
5.
1.2ValueforsubordinateDoyouh__eunderstooddirectionsfromyourbossfullyDoyouwantyourbosstolikeyouDoyouwanttogetmorespa__todevelopDoyouwanttobepromotedDoyouwantyoursalaryincreasedquickly
5.
1.3Valueforcompany
5.2Howtocommunicatewithsuperiorandsubordinatesefficiently
5.
2.1Skillsofcommunicatewithsuperiorandsubordinatesefficiently
1、__kediscussionwithyouremployeesPrepareyourselfandyouremployeeSetatoneofcollaborationBeclearaboutyourpurposeAskemployeeswhattheythink
2、SkillsofcommunicationwithsuperiorefficientlyThebossisyourbossPayattentionAskquestionsWritethingsdown__kesuggestionsPassingonInfor__tion
5.
2.2Eightkeysenten__sofcommunicatewithsuperiorefficiently
5.
2.3DifferentcommunicationalmethodsforDifferentsuperiorsandsubordinateswithdifferentcharacterChapter6Communicationwithcustomers[教学目的要求] UnderstandvalueofcommunicatingwithcustomersefficientlyLearnbasicprincipalsofcommunicatingwithcustomers__sterskillsofcommunicatingwithcustomers[教学重点] Howtocommunicatewithcustomersefficientlybeforeselling/inthepro__ssofselling/afterselling[教学内容]
6.1Principalsofcommunicatingwithcustomers
6.
1.1Principalofcustomersfirst
6.
1.2Principalofsin__rity
6.
1.3PrincipalofBenefit-indu__ment
6.2Skillsofcommunicatingwithcustomers
6.
2.1CommunicationbeforesellingMediacommunicationInterpersonalcommunication
6.
2.2Communicationinthepro__ssofsellingHelpcustomersknowmoreaboutthenewproductHelpcustomergiveupmisgivingandgettheimpulsiontobuytheproducts
6.
2.3CommunicationaftersellingPreparationTechnicalsupportResponsetocustomer’scomplaintsChapter7interview[教学目的要求] Understandtypesofinterview__stercommunicationalskillsbeforeinterview/inthepro__ssofinterview/afterinterviewLearntopreparedifferentinterviewseffectively[教学重难点] SkillsofinterviewPreparationforaninterview[教学内容]
7.1Kindsofinterview
7.
1.1Infor__tion-gatheringinterviewSurveyinterviewsDiagnosticinterviewsResearchinterviewsInvestigativeinterviewsExitinterviewsCollectBackgroundInfor__tionDefineInterviewGoalsandQuestionsChoosetheRightInterviewee
7.
1.2JobinterviewExploreshowwellacandidatemightfitajobSinglemostimportantfactorinlandingajobMostemployersarenotgoodatusinginterviewstochoosebetweenapplicantsUsuallythepersonwhointerviewsthebestgetsthejob
7.
1.3Perfor__n__appraisalinterview]DefinitionofPerfor__n__appraisalsStylesofAppraisalInterviewingStepsintheAppraisalPro__ss
7.2Skillsofjobinterview
7.
2.1PreparationforaninterviewDoYourResearch__keSelf-asses__entKnowYourContactDresssuitablyRe-readyourresumeandPracti__typicalandtargetedinterviewquestionsPracti__YourResponsesGetOrganized
7.
2.2Perfor__n__wellinaninterviewBeforeyoustepintotheoffi____keagoodfirstimpressionAnswerthequestionsAskthePowerQuestions
7.
2.3aftertheInterviewSendathank-younotewithin24-48hoursofyourinterview.Writedownafewnotesontheinterviewsuchastheinterviewernametitleandaddressaswellaskeyquestionsaskedorinfor__tionprovidedintheinterview.大纲制订者郭苏文PAGE13。