商务沟通习题

商务沟通

一、填空：

1.Generally people communicate for three basic purpses:to inform , to persuade , and to entertain.

2.Communication is the process of exchanging information and meaning between or among individuals through a common system of symbols ,signs,and behavior.

3.The sender carefully designs a message by selecting (1) words that clearly convey the message and (2) nonverbal signals (gestures, stance, tone of voice, and so on) that reinforce the verbal message.

4.The process of decoding and organizing the message is referred to as encoding .

5.Three typical communication channels are : Two-way,face-to-face ; Two-way,not face-to-face, One-way,not face-to-face.

6.People engaged in communication encode and decode messages while simultan eouly serving as both sender and receiver.

7.When considering the intended audience,communication can be described as taking place on

five

levels:intrapersonal communication \\interpersonal communication \\group communication\\organizatioonal communication \\public communication.

8.When two people are involved in the process.Two goals are : task goals,and maintenance

goals.

9.The idex of maintenance goals can be divided into two goals: self-mainlenance and group maintenance .

10.The direction in which communication flows in an organization may be downward, upward, or horizontal, as shown in Figure 1-4.

11.Communication flows upward, downward and horizontally or laterally.

12.Ethics refers to the principles of right and wrong that guide you in making decisions that consider the impact of your actions on others as well as yourself .

13.Seven potential barriers to effective intercultural communication are enthocentrism, stereotypes, personal space interpretation of time , body language, translation limitations and lack of language training.

14.databases offer three advantages:Data organization , Data integrity, Data security.

15.Levels of needs:physiological needs and their security and safety needs.

16.three upper levels(1)social needs for love, acceptance,and belonging; (2)ego needs to be heard, appreciated ,and wanted;and (3) self-actualiing needs including the need to achieve one’s fullest potential through professional ,philanthropic,political,educational, and artistic channels.

17.McGregorlabeled a management theorist ,labeled the tight control management style

TheoryX and ncodern style TheoryY ,according to which the management strives to balance control and individual freedom.

18.managers use verbal and nonverbal messages to communicate an idea to a recipient.

19.Nonverbal communication includes metacommunication and kinesic messages.

20.In other words receivers gain additional meaning from what they see and hear_ the visual and the vocal .

21.Individuals listen casually for pleasure for information ,intensively to solve problems ,and empathetically to share feelings.

22.Listening for pleasure ,recreation, amusement, and relaxation is casual litening.

23.Characteristics of effective groups are : common goals ,role perception, Longevity, size Status , group norm , Leadership.

24.A group must go through a developmental process to begin to function as a team.The four stages of team f\\development include forming , storming, norming,and performing.

25.When a message begins with the major idea,the sequence of ideas is called deductive .When a message withholds the major idea until accompanying details and explanations have been presented,the aequence is called inductive. 26.Process for planning and preparing spoken and written business messages are:determine the purpose and select an appropriate channel , envision the audience, adapt the message to the

audience’s needs and concerns, organize the nessage , prepare the first draft, revise and proofread for accuracy and desired impact.

27.Paragraphs contain one sentence that identifies the portion of the topic being discussed and presents the central idea .

28.Two factors contribute to ,the readabilily of message length of the sentences and difficulty of the words.

29.People proofread for contacts, organization and style,machanics and for mat and lagout.

30.When revising,people should edit or rewrite message for vividness, charity, conciseness and readability.

31.Messages that convey pleasant information are referred to as good-news message . messages that are of interest to the reader but are not likely to generate an emotional reaction are referred to as neutral messages. 32.Good-news or neutral messages follow a deductive sequence—the message begins with the main idea.

33.Requests for adjustments can be divided into two groups routine claims and persuasive claims .

34.Personal delivery of bad news has been the preferred medium for delivering bad news because it signals the importance of the news and shows empathy for the recipient.

35.Following the negative news with an alternative action,referred to as a counterproposal,will assist in preserving future relationships with the receiver.

36.Persuasion is the ability to influence others to accept your point of view.

37.An effective series of collection letters imcorporates the following characteristics: timeliness, regularity, understanding , and increasing urgency.

38.An unsolicited sales message, a letter ,memo, or e-mail message written to someone who has not requested it .

39.A solicited sales message has been requested by a potential buyer or supporter; that is ,the message is prepared to answer this interested person’s questions.

40.When writing collection letters, the following stages are used: reminder , inquiry,appeal,strong appeal or urgency, and ultimatum . 41.Collection letters are written to get action /payments and to maintain customer’s goodwill 42. When writing to apologize writers should follow three principles: be sincere , be direct, and be brief in order to be effective.

43.Common types of persuasive requests are claim messages and messages that request special favors and information. 44.A hypothesis is a statement to be proved or disproved through research.

45.Three major parts of reports are preliminary parts , report text, and addenda.

46.Preliminary parts include the half-title page, title page, authorization, transmittal, contents, figures, and executive summary .

47.Offen called a title fly, the half-title page is a single page containing only the report title.

48.If the title is longer than one line, arrange it in the inverted pyramid format; that is , make each succeeding line shorter than the line preceding it.

49. The report itself contains the introduction, body, summary, and any conclusions and recommendations .

50. Report pages are numbered with Arabic numerals(1,2,3, and so on.)

51.Three major parts of reports are preliminary parts report text, and addenda.

52.A resume is the written document that provides a basis for judgment about your capabilities on the job.

53. Resume include: Identification, Objective , Career Summary , Qualifications , Personal Information, References .

54. A good job/career objective must be specific enough to be meaningful yet general enough to apply to a variety of jobs.

55. Resumes usually are organized in one of three ways: reverse chronological order ,

functional order, or a chrono-functional which combines the chronological and functional orders as the name implies.

56. In a structured interview, generally used in the screening process, the interviewer follows a predetermined agenda, including a checklist of items or a series of questions and statements designed to elicit the necessary information or interviewee reaction . 57. An unstructured interview is a freewheeling exchange and may shift from one subject to another , depending on the interests of the participants.

58. A stress interview is designed to place the interviewee in an anxiety-producing situation so an evaluation may be made of the interviewee’s performance under stress .

59. The four steps involved interviewing are: preparation , interchange, evaluation and action .

二、名词：

1.communication: is the process of exchanging information and meaning between or among individuals through a common system of symbols , signs, and behavior.

2.encoding:the process of selecting and organizing the message is referred to as encoding.

3.decoding:the process of interpreting the message is referred to as decoding.

4.feedback:When the receiver responds to the sender’s message ,the response is called feedback.

5.Intrapersonal communication: occurs when an individual processes information based on his or her own experiences.

6.Interpersonal communication: takes place primarily when two people are involved in the process.

7.group communication: occurs among more than two people: a committee ,a club ,or all the students enrolled in a class.

8.Organizational communication: arises when groups discover that they are unable to accomplish their goals without some kind of organization.

9.Downward communication: flows from supervisor to employee, from policy makers to operating personnel, or from top to bottom on the organization chart.

10.Horizontal Communication: Horizontal, or lateral, communication describes interactions between organization units on the same hierarchical level.

11.Culture :culture could be described as “the way of life” of a people and includes a vast array of behaviors and beliefs .These patterns affect how people perceive the world, what they value, and how they act.

12.Stereotypes:one group often forms a mental picture of the main characteristics of another group, creating preformed ideas of what people in this group are like. These pictures, called stereotypes.

13.Internet:a loose collection of millions of computers at thousands of sites around the world,

allows users to access information of all types and share files.

14.Organizational database: is a computer tile containing intracompany information such as financial, sales or production data.

15.Electronic mail, or e-mail: can be used to distribute memos ,reports and documents without sending them in a pinted form.

16.metacommunication :is a message that, although not expressed in words ,accompanies a message that is expressed in words .

17.kinesic communication: an idea expressed through nonverbal behavior.

18.casual listening :listening for pleasure, recreation, amusement, and relaxation.

19.intensive listening: when you listen to obtain information ,solve problems ,or persuade or dissuade ,you are engaged in intensive listening.

20.norm:is a standard or average behavior.

21.A euphemism: is a kind word substituted for one that may offend or suggest something unpleasant .

22.denotative meaning :is the literal meaning that most people assign to is .

23.connotative meaning :is the literal meaning plus an extra message that reveals the speaker’s or writer’s qualitative .

24.redundancy :is a phrase in which one word unnecessarily reqeats an idea contained in an accompanying word.

25.topic sentence: paragraphs contain one sentence that identifies the portion of the topic being discussed and presents the central idea .that sentence is commonly called a topic sentence.

26.claim:is a request for an adjustment .

27.formal report: is carefully structured; structured; it is logically organized and objective, contains much detail, and is written in a style that tends to eliminate such elements as personal pronouns.

28.informal report: is usually a short message written in natural or personal language.

29.informational report: carries objective information from one area of an organization to another .Company annual reports, monthly financial statements, reports of sales volume, and reports of employee or personnel absenteeism and turnover are informational reports.

30.analytical report: presents suggested solutions to problems. Reports of scientific research, real estate appraisal reports , and feasibility reports by consulting firms are analytical reports.

31.internal report: such as a production and a sales report, travels within an organization.

32.external report: such as a company’s annual report to stockholders, is prepared for distribution outside an organization.

33.Periodic reports: are issued on regularly scheduled dates. They are generally directed

upward and serve management control purposes. Daily, weekly, monthly, quarterly, semiannual, and annual time periods are typical for periodic reports. Preprinted forms and computer-generated data contribute to uniformity of periodic reports.

34.functional report :serves a specified purpose within a company. The functional classification includes accounting reports, marketing reports, financial reports, personnel reports, and a variety of other reports that take their functional designation from their ultimate use.

35.proposal:is a writer description of how one organization can meet the needs of another.

36.pictogram:uses pictures to illustrate numerical relationships.

37.flow chart: is a step-by-step diagram of a procedure or a graphic depiction of a system or organization.

38.authorization: is a letter or memorandum authorizing the researcher to conduct a specific research project. The authorization is included as a formal part of the report and follows the title page.

39.addenda: to a report may include all materials used in the research but not appropriate to be included in the report itself. The three basic addenda parts are the references appendixes, and index .Addenda parts continue with the same page numbering system used in the body of the report.

40.extemporaneous: presentations are planned, prepared, and rehearsed but not written in detail.

41.dialect: is a variation in pronunciation , usually of vowels, from one part of the country to another .

42. chronological resume: is the traditional organizational format for resumes. Two headings normally appear in the portion that presents qualifications: “Education” and “Experience”.

43.functional resume: points of primary interest to employers—transferable skills—appear in major headings. These headings highlight what an applicant can do for the employer—functions that can be performed well. Under each heading, an applicant could draw from educational and/or work—related experience to provide supporting evidence.

44.structured interview: in a structured interview, generally used in the screening process, the interviewer follows a predetermined agenda, including a checklist of items or a series of questions and statements designed to elicit the necessary information or interviewee reaction .

45. unstructured interview: is a freewheeling exchange and may shift from one subject to another, depending on the interests of the participants.

46. stress interview: is designed to place the interviewee in an anxiety-producing situation so an evaluation may be made of the interviewee’s performance under stress .

三、问答：

1.Desoribe the five stages in the communication process?

A:1)the sender encodes the message,2)the sender selects an appropriate channel and transmits the message , 3)the receiver decodes the message, 4)the receiver encodes the message

to clarify any misunderstandings, 5)interferences hinder the process.

2.What are three typical communication channels?

A:1)Two-way , face-to-face 2) Two-way , not face-to-face. 3) One-way , not face-to-face.

3.What are the benefits of face-to-face meeting?

A:A face-to-face meeting provides two distinct benefits:1)The manager can solicit immediate feedback from the receiver to clarify misunderstandings and inaccuracies in the message. 2)The manager can “read” equally important nonverbal cues in addition to hearing what the receiver is saying.

4.How does communication flow in an organization?

A: downward , upward, horizontal.

5.what factors should be considered when up word communication flour is involved ?

A:1)Upward communication is primarily feedback to requests and actions of supervisors.

2)Upward communication may be misleading because lower-level employees offer tell the superior what they think the superior wants to hear. Therefore , their messages might contradict their true observations and perceptions.

3)Upward communication is based on trust in the supervisor.

4)Upward communication frequently involves risk to an employee.

5)Employees will reject superficial attempts by management to obtain feedback from employees.

6.What are the four strategic forces that influence business communication?

A:18page

7.What are the causes of legal and unethical behavior?

A:1)Excessive emphasis on profits.2)Misplaced corporate loyalty.3)Obsession with personal advancement.4)Expectation of not getting caught.

8.What are the barriers to intercultural communication?

A:1)Ethnocentrism,2)Stereotypes,3)Interpretation of time,4)Personal space

requirements ,5)Body language,6)Translation limitations,7)Lack of language training.

9.What are the three advantages organizational data offer?(What three benefits do organizational databases provide report writer?)

A:1)Data organization,2)Data integrity,3)Data security.

10.What are the key characteristics of vulture?

A:1)Culture is learned by people overtime.2)components of culture are interrelated,3)culture is shared.

11.Describe the difference between metacommunication and kinesic communication and

kinesic communication?

A: Metacommunication is a message that although not expressed in words ,accompanies a message that is expressed in words . Kinesic communication, an idea expressed through nonverbal behavior. In other words , recervers gain additional meaning from what they see and hear.

12.what are the characteristics of nonverbal messages?

A:1)Nonverbal messages cannot be avoided.2)nonverbal messages may have different meanings for different people.3)nonverbal messages vary between and within cultures.

13.How can effective listening habits pay off?(what are the pay off from good listening ?)

A: Effective listening habits pay off in several ways:1)Good listeners are liked by others.2)People who listen well are able to separate fact from fiction.3)Listening opens doors for ideas and thus encourages creativity. 4)Effective listeners are constantly learning.

14.What are the bad listening habits?

A:1)Faking attention.2)Allowing disruptions.3) Overlistening .4)Stereotyping. 5)Dismissing subjects as uninteresting. 6)Failing to observe nonverbal aids.

15.How ean you enhance the effectiveness of the face to face listening?(How can you let a speaker know you are listening and are involred ?)

A:1)Minimize,2)Get in touch with the speaker,3)Do not interrupt the speaker 4)Ask reflective

questions that assess understanding,5)Use lag time wisely.

16.How can you avoid in effective meetings?

A:1)Limit meeting length and frequency.2)make satisfactory arrangements. 3)Distribute the agenda well in advance. 4)Encourage participation. 5)Maintain order. 6)Manage conflict.7)Seek consensus. 8)Prepare thorough minutes.

17.What are the six stops to develop an effective business message?

A:1)Determine the purpose and select an appropriate channel. 2)Envision the audience. 3)Adapt the message to the audience’s needs and concerns.

4) Organize the message. 5)Prepare the first draft. 6)Revise and proofread for accuracy and desired impact.

18.How can you adapt the message to the audience?

A: Adaptations include focusing on the receiver’s point of view; communicating ethically and responsibly; building and protecting goodwill; using simple , contemporary language; writing concisely; and projecting a positive ,tactful tone.

19.How can you avoid gender biased language?

A:1)Avoid referring to men and women in stereotyped roles and occupations. 2)Use occupational titles that reflect genuine sensitivity to gender. 3)Avoid designating an occupation by gender.4) Avoid using expressions that may be perceived to be gender-biased.

20.What is a clichés?(How do clichés effect the effect iveness of a message?)

A: clichés is overused expressions , However ,writers and speakers who routinely use stale clichés may be perceived as unoriginal , unimaginative, and lazy ,and perhaps even disrespectful. Less frequently used words capture the receiver’s attention because they are original, fresh ,and interesting.

21.Describe the techniques that will produce concise message list at least four.

A:1)Eliminate redundancies .2)use active voice to reduce the number of words .3)Eliminate clichés that are often wordy and not necessary to understand the message.3)Do not restate ideas that are sufficiently implied. 4)Use a compound adjective.

22.What are five technigues for de-emphasizing negative ideas?

A:1)State ideas using positive language.2)Avoid using second person when stating negative ideas. 3)Use passive voice to convey negative ideas. 4)Use the subjunctive mood. 5)Include a pleasant statement in the same sentence.

23.How does outlining benefit the receiver?

A:1)The message is more concise and accurate.2)Relationships between ideas are easier to distinguish and remember. 3) Reaction to the message and its sender is more likely to be positive.

24.What three questions must you answer before preparing an outline?

A:1)What is the central idea of the message?2)What is the most likely receiver reaction to the

message? 3)In view of the predicted receiver reaction, should the central idea be listed first in the outline ;or should it be listed as one of the last items?

25.How do we prepare the first draft of an effective business message?

A:1)craft powerful sentences 2)develop coherent paragraphs

26.When is the use of passive voice recommended?

A:1)In concealing the doer. 2)In placing more emphasis on what was done and what it was done to than on who did it. 3)In subordinating an unpleasant thought.

27.What techniques are useful for achieving coherence?

A:1)repeat a word that used in the preceding sentence. 2)use a pronoun that represents a noun used in the preceding sentence. 3)Use connecting words.

28.What two factors effect readability of message?

A: the readability of message length of the sentence and difficulty of the words.

29.What are the advantages of the deductive pattern for good news and routine letters?

A:1)The first sentence is easy to write. After it is written, the details follow easily.2)The first sentence gets the attention it deserves in this emphatic position.3)Encountering good news in the first sentence puts receivers in a pleasant frame of mind , and they are receptive to the details that follow.4)The arrangement may save receivers some time.

30.What is included to make thank you letter sound sincere?

A:(a)identify the circumstances for which the writer is grateful .(b)provide specific reasons the action is appreciated.

31.What steps can be taken to make a form letter more personal?

A:1)Add more variables to the standard text to tailor the message to the individual .2)Use personalized envelopes instead of mass-produced mailing labels.3)Be sure to spell names correctly.3)Produce a higher-quality document by using a good grade of paper and high-quality printer.

32.What steps should you take to ensure that procedures and instructions can be understood and foclowed consistently?

A:1)Begin each step with an action statement to create a vivid picture of the employee completing the task.2)Itemize each step on a separate line to add emphasis and to simplify reading .3)Consider preparing a flow chart depicting the procedures.4)Complete the procedure by following your instructions step-by-step.5)Ask a colleague or employee to walk through the procedures.

33.Why is the explanation for the refusal so important?

A: The chances of getting the receiver to understand the reasons are nuch better before the bad news is presented than after the bad news is presented .If the bad news precedes the reasons,(1)the message might be discarded before this important portion is even read, or(2)the disappointment experienced when reading the bad news might interfere with the receiver’s

ability to comprehend or accept the supporting explanation.

34.What are the five inductive steps used to convey unpleasant messages?

A:1)Begins with the neutral idea that leads to the reasons for the refusal or bad news.2)Presents the facts, analysis ,and reasons for the refusal.3)States the refusal or bad news using positive tone and de-emphasis techniques.4)Includes a counterproposal or “silver lining” idea.5)Closes with an idea that shifts emphasis away from the refusal or bad news and indicates a continuing relationship with the receiver.

35.What questions should you ask before you write a sales letter?

A:1)What will the product, service , or idea do for the receivers? 2)What are its superior features(e.g., design and workmanship or receiver benefit)? 3)How is the product or service different from its competition? How is the proposed idea superior to other viable alternatives? 4)What is the cost to the receiver?

36.What are the four steps (AIDA) in the selling procedure?

A:A—Get the receiver’s attention . I—Introduce the product, service, or idea and arouse interest in it. D—Create desire by presenting convincing evidence of the value of the product, service, or idea. A—Encourage action.

37.What should be included in the last paragraph to motivate the receiver to action when the letter of persuasion is written?

A:1)Make the action clear and simple to complete. 2)Restate the reward for taking action

( central selling point). 3)Provide an incentive for quick action. 4) Ask confidently for action.

38.What are the four characteristics of reports?

A:1)Reports typically travel upward in an organization because they usually are requested by a higher authority. 2)Reports are logically organized. 3)Reports are objective. 4)Reports are generally prepared for a limited audience.

39.What information is included in the introduction part of a report?

A:1)what the topic is.2) why it is being reported on.3)the scope and limitations of the research.4)where the information came from. 5)an explanation of special terminology. 6)a preview of the major sections of the report to provide coherence and transitions: (1) how the topic is divided into parts.(2)the order in which the parts will be presented.

40.In what way can a report be written convincingly and effectively?

A:1)Outline the contents and put them in order. 2)use headings effectively. 3)choose a writing style for formal reports. 4) enhance credibility.

41.what factors about your audience affect the presentation you plan?

A:1)who is the audience and who requested the presentation? 2)Why is this topic important to the audience? What will the audience do with the information presented? 3)What environmental factors affect the presentation?

42.How can presentation visuals be used to enhance a presentation?

A:1)clarifies and emphasizes important points,2)increases retention from 14 percent to 38 percent. 3)reduces the time required to present a concept. 3)reduces the time required to present a concept. 4)results in a speaker’s achieving goals 34 percent more often than when

presentation visuals are not used.5) increases group consensus by 21 percent when presentation visuals are used in a meeting .

43.What are you advised to limit the number of visuals used in a single presentation?

A: Too many visuals can overwhelm, bore , and tire the audience . While the audience values being able to “see” your points, they also welcome the variety provided by listening and the break from concentrating on visuals ,especially if they are being displayed in a darkened room.

44.What are the three purposes of speeches?

A:1) To entertain. Although these speeches may have a secondary objective of informing or persuading through their massage, the content and delivery are developed with entertainment in mind. 2)To inform .When your major objective is to have the audience understand body of information concentrate on the logical presentation of content . 3)To persuade . Political speeches fall in the persuasive category because they attempt to influence or change the attitudes or actions of an audience.

45.How do oral reports differ from public speeches?

A:1)The primary purpose of an oral report is to inform, not to entertain. Oral reports should use narration , description or explanation. Do not use appeals to emotion . Persuasion is an outcome of logical topic development. 2)Much more is known about the audience for an oral report, and the speaker is probably know by most members of the audience . The oral reports is

more intimate than the setting for a formal speech because the audience is smaller . 4)The audience is more likely to ask questions during oral presentation. 5)The time allotted for an oral report tends to be short.

46.Explain two techniques for handing questions asked during a presentation ?

A: In these cases, you should say, “I believe the next slide will clarify that point. If not , we will come back to it .” If the question can be answered quickly, the speaker should do so while indicating that it will also be covered later.

47.What is the goal of resume?

A: The goal of the resume is to get an interview. So ask yourself this question : “Does including this information increase my chances of getting an interview” If the answer is “yes”. Include the information; If the answer is “No”, omit the information.

48.What information is included in an effective resume? (What are standard sections of a Resume?)

A: Resume included Identification, objective, career summary, qualifications, personal information, references.

49.Should you include information about high school in your resume? Why?

A: Include high school activities if they provide a pertinent dimension to your qualifications . For example, having attended high school abroad is a definite advantage to an applicant seeking employment in an international firm. In addition, high school accomplishments may be relevant

for freshmen or sophomores seeking cooperative education assignment, scholarships, or part-time jobs. Of course, this information will be replaced with college activities when the resume is revised for subsequent jobs or other uses.

50.Why should an interviewer limit criticism to only a few points in an interview?

A: Limit the number of weaknesses discussed during the interview to two or three. Employees will become confused and defensive if you point of two many criticism .

51. Should you mention salary in an application letter?

A: Unless an ad request a statement on salary, do not mention it. Like the price of product in a sales letter salary in an application letter is negative. Do not emphasize what you want from the company instead emphasize . What you can contribute to it.