管理沟通英语期末整理

管理沟通英语期末整理:1. 管理沟通的五大策略，并且如何用这些策略分析视频或平面广告的沟通效果；Communicator Strategy：Is to analysisWho am I-［credibility].What’s my object—（why）。

What style should I choose-（how),in all，is credibility，objective and styleAudience Strategy：Techniques for gearing your communication toward your audience’s needs and interests. Containing five parts：Who are they?What do they know？What do they need?What do they feel？How can you motivate them?Message Strategy：2 basic approaches：Emphasize(强调）and organize（有条理的）：Defining the object \Clear ideas\ contend and structure。

Channel choice Strategy:1。

Writing or speaking?—-—Writing：keeps a permanent record and more formal；———Speaking: need a “richer” communication (需要更丰富的沟通）—much more than words, difficult to arrange and unproductive and easier to be forgotten IM’s problem1.The other person is not always available2。

I NTERCULTURAL AND I NTERNATIONAL C OMMUNICATIONC HAPTER 10“Life in the 21st Century will not be ‘business as usual’.”I. The new century brings new intercultural challenges to communication at home.A. Profound population shifts in the next few decades will leave the U.S. older andfar more ethnically diverse that ever before.B. Although current population rates continue to rise, after 2025 the U.S. willexperience an all-time low growth rate because the aging baby boomers will begindying faster than new Americans are born.C. The average age of the American population is growing exponentially.D. The shape, size, and even the definition of American families has drasticallychanged over the last thirty years.E. More women are entering the workforce than at any time since the end of WorldWar II.1. Women are still paid about 75 percent of what men in comparablepositions receive.2. Working women still bear a disproportionate share of the burden of childcare and household duties.II. Cultural challenges faced abroad also affect our ability to communicate.A. Many changes have caused a new world order and thus have ignited theimportance of international business. The key to success in the globalmarketplace is understanding the culture of your suppliers, customers, andcompetitors.B. Customs and cultures abroad differ from those in the U.S., often causingunknowing Americans embarrassment, anger, and sometimes imprisonment.1. Nonverbal communication can be as much a source of misunderstandingas verbal communication.2. Being culturally sensitive is essential to your success. Failures in anoverseas business setting most frequently result from an inability tounderstand and adapt to foreign ways of thinking and acting.III. Culture is everything people have, think, and do as members of their society.A Culture is a central part of our society, our economy, and the organizations whichemploy us.B. Culture is composed of the following items:1. Material objects;2. Ideas, values, and attitudes;3. Expected patterns of behavior.C. Here are a few ideas about culture that have been shown to be true across timeand across both national and cultural boundaries:1. Culture is learned.2. Cultural is universal to human society.3. Cultural is constantly undergoing change.a. Changes due to internal forces, such as discovery, invention, andinnovation.b. Changes due to external forces, such as diffusion of innovationacross space and time, and borrowing the traits, habits, or customsof another culture.4. Some cultures move more quickly than others. Here are five factorswhich influence the rate of change as well as the kind of change a culturemay experience:a. Relative advantage;b. Compatibility;c. Complexity;d. Trialability;e. Observability.5. Culture is not value-neutral.6. Not all cultures are equally complex.7. Virtually all cultures permit the development of sub-cultures.8. Culture can influence biology and biology can influence culture.9. All cultures display ethnocentrism, or the tendency to evaluate aforeigner’s behavior by the standards of one’s own culture and to believethat one’s own culture is superior to others.IV. Cross-cultural communication skills are essential to success in the global economy. The skill set you need to sharpen your cross-cultural communication skills involves thefollowing personal capacities:A. The capacity to accept the relativity of your own knowledge and perceptions.B. The capacity to be nonjudgmental.C. A tolerance for ambiguity.D. The capacity to communicate respect for other people’s ways, their country, andtheir values without adopting or internalizing them.E. The capacity to display empathy, to be flexible, and to take turns.F. The humility to acknowledge what you do not know or understand.。

《管理英语3》期末复习指导考试形式：闭卷纸考考试时间：60分钟题型：交际用语、词汇与结构、阅读理解、写作。

考核依据：《管理英语3》教材、《管理英语3》教学大纲、纸质形考作业册及期末复习指导。

第一部分交际用语 (10分)1-5题：根据对话内容选择恰当的选项。

（每题2分，共10分）1. — How did you miss your train?—A. Well, I was caught in the traffic jam.B. What’s your proposal?C. Never mind.答案：A解析：本题考查“交通与出行”的交际用语。

How did you miss your train? 询问对方“为什么错过了火车”，答语是“塞车了”，所以答案是A。

2. — I wish you success in your career.— .A. Go aheadB. It doesn’t matterC. The same to you答案：C解析：本题考查“祝愿和应答”的交际用语。

选项A单独使用，表同意，“行,可以”；选项B是“没关系”，选项C“祝你也如此”。

句意：我祝愿你事业有成。

所以答案是C。

3. —I’m more than happy to go out this weekend.—_________________. We’ve got so much work to do at that time.A. Don't worryB. Forget itC. Don't say so答案：B解析：本题考查“回应”的交际用语。

句意：—这个周末我非常想出去。

—休想。

那时我们有很多工作要做。

A不用担心；B休想，算了！C不用这样说。

所以答案是B。

4. —I’ve started my own software company.—A. Could you tell me who is the owner?B. No kidding! Congratulations!C. If I had the money, I’d start one.答案：B解析：本题考查“表示祝贺的交际用语。

管理沟通英语作文初中Communication is a vital aspect of management, and it plays a crucial role in the success of any organization. Effective communication involves not only the exchange of information but also the understanding and interpretation of that information by all parties involved. In the context of management, this means that managers must be able to communicate clearly with their team members, stakeholders, and other departments.Importance of Communication in Management1. Clarity and Understanding: Clear communication ensuresthat everyone is on the same page. It helps in avoiding misunderstandings and misinterpretations that can lead to costly mistakes.2. Decision Making: Effective communication is essential for making informed decisions. It allows managers to gather all necessary information and perspectives before makingstrategic choices.3. Teamwork and Collaboration: Good communication fosters a sense of teamwork and collaboration. It allows team members to work together towards common goals and to share ideas and feedback.4. Conflict Resolution: Open and honest communication is keyto resolving conflicts. It enables managers to address issues before they escalate and to find solutions that are acceptable to all parties.5. Motivation and Engagement: When managers communicate well, they can motivate their team members and keep them engaged. This leads to higher productivity and job satisfaction.Strategies for Effective Communication in Management1. Active Listening: Managers should practice activelistening to understand the concerns and ideas of their team members.2. Feedback: Providing constructive feedback is crucial for performance improvement. It should be specific, timely, and focused on behavior rather than personality.3. Transparency: Being transparent about goals, expectations, and performance helps in building trust and credibility.4. Use of Technology: Leveraging communication tools and platforms can enhance the speed and efficiency of communication.5. Cultural Sensitivity: Managers should be aware of cultural differences and adapt their communication style accordingly.Challenges in Communication1. Language Barriers: In diverse teams, language can be abarrier to effective communication.2. Information Overload: The sheer volume of information can sometimes make it difficult for managers to communicate effectively.3. Emotional Biases: Emotions can cloud judgment and affectthe clarity and objectivity of communication.4. Time Constraints: Managers are often pressed for time, which can lead to rushed or incomplete communication.ConclusionEffective management communication is not just about speaking; it's also about listening, understanding, and responding appropriately. It requires a combination of goodinterpersonal skills, organizational skills, and the use of appropriate technology. By mastering these skills, managers can ensure that their team is well-informed, motivated, and working towards the organization's goals.。

管理英语3期末考试复习题库一、选择题1. The primary goal of a business organization is to:A. Maximize shareholder valueB. Increase market shareC. Improve employee satisfactionD. Expand product lines2. Which of the following is NOT a function of management?A. PlanningB. OrganizingC. LeadingD. Innovating3. In the context of management, what does SWOT stand for?A. Strengths, Weaknesses, Opportunities, ThreatsB. Systems, Work, Objectives, TacticsC. Skills, Workforce, Organization, TechnologyD. Strategies, Workflow, Opportunities, Tactics4. Which of the following is an example of a strategic management tool?A. SWOT AnalysisB. Balance ScorecardC. Both A and BD. Neither A nor B5. The concept of "management by objectives" was popularized by:A. Peter DruckerB. Henry MintzbergC. Frederick TaylorD. Max Weber二、填空题6. The process of setting goals, planning, organizing, leading, and controlling to accomplish organizational objectives is known as __________.7. The term "management" refers to the coordination and supervision of __________ and __________ in an organization.8. In the management hierarchy, the top level is known as the __________, and the bottom level is known as the __________.9. The process of determining how to best use resources to achieve organizational goals is called __________.10. A(n) __________ is a document that outlines the strategic direction and priorities of an organization.三、简答题11. Explain the difference between leadership and management.12. Describe the role of communication in the management process.13. What are the key elements of a balanced scorecard?14. Discuss the importance of ethical considerations in management decision-making.15. How can a SWOT analysis be used to inform strategic planning?四、案例分析题16. Case Study: XYZ Corporation is facing a decline in sales and needs to reevaluate its strategic direction. Using the SWOT analysis, outline the steps XYZ Corporation should take to identify its strengths, weaknesses, opportunities, and threats.17. Case Study: ABC Company has recently experienced a significant increase in employee turnover. Discuss how the company can apply the principles of effective leadership to improve employee retention.18. Case Study: PQR Enterprises is considering expanding intoa new international market. What factors should PQR consider when evaluating the feasibility of this expansion?19. Case Study: LMN Industries has been criticized for its lack of environmental responsibility. How can LMN Industries integrate sustainability into its management practices?20. Case Study: EFG Partners is a small business looking to grow. What strategic management tools can EFG use to plan for growth and expansion?五、论述题21. Discuss the evolution of management theories from the early 20th century to the present day.22. Analyze the impact of globalization on management practices and strategies.23. Evaluate the role of technology in modern management and its implications for the future of work.24. Consider the challenges and opportunities presented by the rise of remote work and how management can adapt.25. Explore the concept of corporate social responsibility (CSR) and its significance in contemporary management.结束语希望这份复习题库能够帮助你更好地准备管理英语3的期末考试。

L ISTENING AND F EEDBACKC HAPTER 8“Listening is hard work.”I. Most recent studies have shown that adults now spend more than half of their dailycommunication listening to someone else speak.II. Studies of listening skill show that the average North American adult listens at an efficiency rate of 25 percent.III. There is a substantial difference between hearing and listening.A. Hearing is merely an involuntary physical response to the environment.B. Listening is a process that includes hearing, attending to, understanding,evaluating, and responding to spoken messages.IV. Why should we listen?A. Poor listening can cause simple mistakes, lawsuits, and even deadly disasters.B. Listening is the central skill in the establishment and maintenance of interpersonalrelationships.V. There are many good reasons to improve your listening.A. The act of listening to another person demonstrates that you value him or her andcare about what he or she is saying.B. Listening to your employees promotes problem solving activities. By listeningcarefully and reflectively, a supervisor can guide a subordinate to a solution thathas a greater chance for success and greater levels of employee buy-in.C. Listening increases your receptiveness to the thoughts and ideas of others.D. Listening helps you to increase the self-esteem of the speaker. Increasing youremployees’ self-esteem can help them to concentrate on the tasks at hand andcompete successfully.E. Listening helps you to overcome self-consciousness and self-centeredness.49F. By listening to the concerns and interests of the other person first, you are morelikely to get what you want sooner and with substantially less angst.VI. The first step in becoming a more effective listener is to identify poor listening habits we have developed over a lifetime and replace them with effective, productive habits.A. Here are a few poor listening habits you must recognize and correct to improveyour listening skills:1. Being preoccupied with talking, not listening.2. Calling the subject uninteresting.3. Letting bias or prejudice distort the messages you hear.4. Oversimplifying answers or explanations.5. Yielding to external distractions.6. Yielding to internal distractions.7. Avoiding difficult or demanding material.8. Rationalizing poor listening.9. Criticizing the speaker’s delivery.10. Jumping to conclusions before the speaker has made his/her point.11. Being overly concerned with your response instead of focusing on themessage of the speaker.12. Assigning the wrong meaning to words.13. Listening only for facts and not context, connections, and rhetoricalligatures that link facts to human experience.14. Trying to make an outline of everything you hear or trying to forceinformation into artificial patterns.15. Faking attention to the speaker.16. Letting your heightened emotions regarding word choice or subject matterdistract you from the conversation or speech.5017. Interrupting the speaker to express your own opinion.18. Wasting the differential between the rate at which we speak and the rate atwhich we think.B. Here are a few habits you may want to substitute to effectively improve yourlistening skills:1. Stop talking.2. Participate in only one conversation at a time.3. Empathize with the person speaking.4. Ask questions if you are confused, lost, or need information.5. Although asking questions is useful, don’t interrupt your conversationpartner for a bit.6. Show complete interest in what is being said to you.7. Attain the privacy or proper environment to discuss the matter at hand toensure you will give the speaker your undivided attention.8. Listen critically by evaluating all the facts and evidence.9. Look beyond your assessment of the speaker to the ideas contained in thespeech.10. Realize that just because you want to hear it, that does not mean that thespeaker is saying it.11. Match your expectations of the speaker’s content against what youactually hear and think carefully about what has not been said.12. Tune into the speaker’s mood and intention, as well as the content of thespeech.13. Focus, concentrate, ask questions, and pay attention to what is going on tomake sure you understand the message.VII. To become an effective, empathetic, and skilled listener, you must participate in dialogue.Here are five skills that may help to increase your chances for becoming a successful,active listener.51A. Paraphrase as others speak to show you are actually listening to their words.B. Summarize the feeling of the speaker.C. Reflect the cognitive or logical content of a discussion.D. Review what you have concluded.E. After you have listened, follow through with actions.VIII. Periodically review your communication practices, and your listening habits in particular, to monitor your improvement.A. Here is a four-step process you should use to complete this review:1. Review your listening inventory.2. Recognize your undesirable listening habits.3. Refuse to tolerate undesirable habits.4. Replace undesirable habits with effective ones.IX. You can significantly increase the probability of communication success if you understand the role of feedback in both personal and professional communication.A. Here are some guidelines for constructive feedback:1. Acknowledge the need for feedback to assist in bettering yourorganization.2. Give both positive and negative feedback.3. Understand the context of the feedback (i.e., where it happened, why ithappened, what led up to the event).4. Make sure you are using words whose meaning you both understand.5. Do not speak in a language your conversation partner is likely tomisunderstand, misconstrue, or misinterpret.6. Do not assume anything about the other person - ask for clarification.7. Defuse the hostility, minimize the fear, and depersonalize the conversationby focusing your comments on the behavior involved not the people.528. Know when to give feedback.9. Know how to give feedback.B. Here are a few specific instances when you should not attempt to give feedback:1. You do not know much about the circumstances of the behavior.2. You do not care about the person or will not be around long enough tofollow up the aftermath of you feedback.3. The feedback, positive or negative, is about something the person has nopower to change.4. The other person seems low in self-esteem.5. You are low in self-esteem.6. Your purpose is not really improvement, but to put someone on the spot,or demonstrate how smart or how much more responsible you are.7. The time, place, or circumstances are inappropriate.C. Here are a few suggestions to provide helpful feedback to another person:1. Be descriptive and provide examples.2. Be objective, if possible3. Be clear, specific, and unambiguous.4. Do not exaggerate.5. Do not be judgmental or at least do not use the rhetoric of judgment.6. Take responsibility for your own job - do not refer to absent, anonymouspeople.7. Try to use first-person statements (“I” or “we”) so the effectiveness ofyour comments is not lost in accusation.8. Phrase the issue as a statement, not as a question..9. Focus on issues that are both important to improvement and well withinthe power of the other person to change.5310. Restrict your feedback to things you know for certain.11. Use each opportunity for feedback to establish useful workingrelationships and build long-term trust.12. Help people hear and accept your compliments when giving positivefeedback.D. Here are a few ideas to help refashion criticism so that it conforms to the rules forconstructive feedback:1. Take full, deep breaths to force your body to relax and allow your brain tomaintain greater alertness.2. Listen carefully to the person delivering the criticism.3. Ask questions for clarity.4. Acknowledge the feedback with both verbal and nonverbal indicators.5. Agree to valid points.6. Do not be defensive.7. Try to understand the objectives of the other person.8. Ask the feedback-giver for time to think about what was said and how youfeel about it.54。

M ANAGEMENT C OMMUNICATION IN T RANSITIONC HAPTER 1Communication is the work of managers, day in and day out.I. The daily work of managers.A. Managers are in constant action.1. Switch frequently from task to task.2. Change their focus of attention to respond to issues as they arise.3. Engage in a large volume of tasks of short duration.B. Managers spend most of their time interacting with others.1. Engage in interactions both inside and outside the organization.2. Talk and listen when in action.II. The majority of managers cluster around three core management roles.A. Interpersonal roles are the richest source of information for managers becauseof their immediate and personal nature.1. The figurehead role is exhibited when performing ceremonial duties oftheir position.2. The leader role is exhibited when demonstrating their responsibility for thework of the people in their unit and their actions. This is where theinfluence of managers is most clearly seen.3. The liaison role is exhibited when establishing and maintaining contactsoutside the vertical chain of command.B. Informational roles of managers are required because not even the mostexpensive management information system can match the speed and intuitivepower of a well-trained manager’s brain for information processing.1. The monitor role allows managers to scan the environment for information.2. The disseminator role allows managers to pass privileged informationdirectly to subordinates.3. The spokesperson role allows managers to send information to peopleoutside of their organizations.C. Decisional roles are used by managers to make decisions on behalf of theorganization and the stakeholders with an interest in the organization.1. Interpersonal and informational roles often aid the decision makingprocess.2. The entrepreneur role is shown when managers seek to improve theirbusinesses, to adapt to changing market conditions, and to react toopportunities as they present themselves.3. The disturbance or crisis handler role depicts managers who mustinvoluntarily react to conditions.4. The resource allocator role involves managers making decisions aboutwho gets what, how much, when, and why.5. The negotiator role is used to resolve disputes with people inside andoutside the organization.III. Although the specificity of managers’ work may differ, there ar e a few major characteristics relating to every job.A. The time of managers is fragmented. This often drives managers to overwork andcan force them to complete tasks superficially.B. Values compete and the various roles are in tension placing managers in themiddle when making many decisions. Managers cannot satisfy all partiesinvolved, thus decisions are often based on the urgency of the need and theproximity of the problem.C. The job of managers is overloaded due to significant reorganization efforts tomake businesses more efficient, nimble, and competitive. Downsizing, coupledwith high-speed data processing and remarkably efficient telecommunicationsystems has greatly increased the number of people directly reporting to managers.D. Efficiency becomes a core skill for successful managers.IV. The emphasis of management roles is what varies in a manager’s job.A. The role of the entrepreneur is gaining importance as managers becomeincreasingly aware of threats and opportunities in their environment. Managerswho are carefully attuned to the marketplace and competitive environment willlook for opportunities to gain an advantage.B. The leader role is gaining importance as managers must become moresophisticated as strategists and mentors. Managers need to become more activementors to attract and retain skilled employees.C. Managers must create a local vision as they help people within their organizationto grow.V. The 21st Century workplace will require three types of skills, each of which will be useful at different points in your career.A. Technical skills are most valuable at the entry level, but less valuable at the seniorlevels. These skills constantly change and become outdated.B. Relating skills are valuable across the managerial career span and are morelikely to help you progress and be promoted to higher levels of responsibility.These skills help you form relationships with people both inside and outside ofthe organization.C. Conceptual skills are the least valuable at the entry level, but more valuable atsenior levels in the organization. These skills permit you to look past the detailsof everyday work assignments and see the bigger picture.VI. Talking is the work of managers.A. One-on-one conversations allow an enormous exchange of information.B. Managers spend an astounding amount of time on the telephone. The amount oftime per telephone call is decreasing, but the number of calls per day is increasing.C. Video teleconferencing makes direct conversations to people around the world asimple matter. These exchanges can be informal, conversational, and not muchdifferent than if the parties were in the same room.D. Managers give many presentations to small groups of three-to-eight people inboth a formal and informal manner.E. Most managers are often required to speak to larger audiences of several dozen, orperhaps, even several hundred. These presentations are often more formal butstill involve one manager talking to others, framing, shaping, and passinginformation to an audience.VII. The major channels of management communication are talking and listening.VIII. The role of writing plays an important role in the life of any organization.A. Managers use writing as a career sifter; if you do not demonstrate your ability toput ideas on paper in a clear, unambiguous fashion, you will most likely not last.B. Managers at all levels of most organizations draft, review, edit, and dispatch theirown correspondence, reports, and proposals.C. When a document leaves your desk, it takes on a life of its own. Documentsbecome the property of the organization they are sent to and therefore they arefree to do as they see fit with your writing.D. Managers create meaning through communication, thus communication isinvention.IX. Information is socially constructed.A. Information is created, shared and interpreted by people.B. Information never speaks for itself; it almost always requires some sort ofinterpretation, explanation or context.C. The context of a message is always of paramount importance to the listener,viewer, or reader in reaching a reasonable conclusion about what she sees or hears.D. If the messages you send as a manager are to have the impact you hope they will,they must come from a source the receiver knows, respects, and understands.。

C OMMUNICATION AND S TRATEGYC HAPTER 2Communication is the transfer of meaning.I. Defining communication.A. Communication is the transfer of meaning.B. Managers must not confuse communication with simply delivering messages. II. Communication is complex and thus comprised of many elements.A. Every message comes from a sender who encodes its contents.B. The sender selects a medium through which to transmit what she knows or feels.C. The message may be impeded by noise because of cultural context against whichit was delivered or the field experience of the receiver.D. The effect of the message will depend on the frame of mind or attitudinal set youbring to the situation and your system of ethics.III. Communication is a process that involves six basic principles.A. Dynamic. Human communication is constantly undergoing change.B. Continuous. Silence is among the more powerful forms of communication.C. Circular. The cycle known as feedback consists of receivers becoming sendersand vice versa.D. Unrepeatable. Once we have heard or seen a message, we have some notion ofwhat to expect.E. Irreversible. You cannot unsay a message you have conveyed.F. Complex.1. There are various elements and principals involved in communication.2. Variances among human beings also add to the complexity ofcommunication.IV. Human communication occurs at various levels.A. The complexities of the communication process elevate as the level ofcommunication elevates.B. Intrapersonal. Communicating within ourselves.C. Interpersonal. Communicating between or among ourselves, verbally andnonverbally.D. Organizational. Communicating with one another in the context of the group webelong to or the company we work for.E. Mass or Public. Sending messages from one person or source to many peoplesimultaneously.V. Two barriers keep us from communicating successfully.A. Physiological Barriers. We depend on the five senses (sight, sound, touch, smell,and taste) to report accurately on what is going on around us.B. Psychological Barriers. To truly understand messages from others, we must firstmove beyond personal prejudices, stereotypes, and cultural beliefs that can distortor impede such understanding.VI. The keys to communicating strategically lie in a few questions related to the elements of communication.A. Sender. Who should send this message?B. Receiver. Who is the intended audience for this message?C. Message. What should your message contain?D. Medium. What is the best way to send this message?E. Code. What words and images should you select?F. Feedback. What is your reaction to the audience?G. Noise. How many other senders and messages are out there?H. Effect. You must show your receiver that the information or ideas you haveshown them are useful and worth acting on.VII. Successful strategic communication usually involves a few steps.A. Link your message to the strategy and goals of the organization.B. Attract the attention of your intended audience.C. Explain your position in terms they will understand and accept.D. Motivate your audience to accept and act on your message.1. Ask your audience to respond to your forms of authority.2. Use the concept of social conformity to move your audience.3. Show the audience your message is rational and is consistent with whatthey already believe.E. Inoculate them against contrary messages and positions.F. Manage audience expectations.VIII. Communicating as a manager differs from everyday communication.A. The higher your level of responsibility in an organization, the more you must alteryour communication focus. A higher level of accountability also requires moredetailed record keeping to remain updated on important issues in your field.B. The organizational culture most often dictates the means by which day-to-dayinformation moves throughout the company.C. Your communication must adapt to the ever changing conditions of the firm.D. Although we each have our own preferences for gathering, organizing, anddisseminating information, each of us must accommodate those we work with tosucceed in business.IX. Crises can come in many shapes and forms, but each will require a special commitment to communication to be resolved successfully.A. A crisis can represent a potential threat to the reputation, financial health, andsurvival of the companies involved.B. A crisis is more than an ordinary or routine management problem. It is a major,unpredictable event that has potentially negative results. The event and itsaftermath may significantly damage an organization and its employees, products, services, financial condition, and reputation.C. Crises may be distinguished as internal in nature, or fully contained within anorganization, or they may be external or oppositional in nature.D. In preparing for a crisis, managers should consider five action steps:1. Develop a detailed crisis management action plan that includes detailedresearch.2. Set specific objectives and principles.3. Establish a crisis-control team and an outline of responsibilities andauthority for taking action when a crisis develops.4. Speak with one voice.5. Train for a crisis.。

2)Making language nonsexist(非性别歧视)/reducing bias(偏见) in business communication: P90
①Job titles
②Courtesy titles(尊称)
When you know neither the reader’s name nor gender,you have three options:
Omit the salutation(信函中的称呼语) and use a subject line in its place,
Use the reader’s position(职位) or job title: Dear Loan Officer
Use a general group to which your reader belongs:Dear Investor
2.[简单了解]Functions(功能) of nonverbal communication:
Accenting(强调);
Complenting(补充);
Contradicting(矛盾);
Regulating(调节);
Repeating(重复);
Substituting(替代).
Show how the audience can meet their needs with the features of the policy or product.
Unit 3 building goodwill
1.You-attitude P76
1)Definition:You-attitude is a style of communication that looks at things from the audience’s point of view,emphasizing what the audience wants to know,respecting the audience’s intelligence(智慧),and protecting the audience’s ego(自尊).

Sales manager East
Sales manager International District 3 manager
To subordinates
District 1 manager
Sales rep
2010-9-2
Sales rep
Sales rep
Sales rep
Sales rep
2010-9-2
Managerial Communication I
11
Ten Trends Affecting Business Communication, continued
6. Legal and ethical concerns 7. Balancing work and family 8. The end of the job 9. Rate of change 10.Technology
7
The corporation
The general public Potential employees Potential customers Potential stockholders Trade Special interest associations groups Competitors Other businesses and industries
President
To superiors
VP production
VP marketing
VP sales Sales manager Midwest
VP finance Sales manager West District 2 manager
VP human resources
To peers

W RITINGC HAPTER 5The most important projects and decisions in the life of a business end up in writing.I. Writing is an important form of management communication because it:A. Provides a way to think about and organize a business;B. Provides analysis and justification for a manager’s best ideas;C. Provides documentation and discipline for an organization.II. An introduction to good business writing.A. Good business writing is simple, clear, and concise.B. It helps the reader focus on the idea the writer is trying to communicate, ratherthan on the words used to describe it.C. The evidence used to support a writer’s ideas is readily understandable.III. Here are fifteen ways to become a better business writer:A. Keep in mind that your reader does not have much time.B. Know where you are going before you start writing.C. Do not make any spelling or grammatical errors.D. Be responsive to the needs of the reader.E. Be clear and specific.F. Try to use the present tense.G. Make your writing vigorous and direct.H. Use short sentences and paragraphs.I. Use personal pronouns.J. Avoid clichés and jargon.K. Separate facts from opinion.L. Use numbers with restraint.23Copyright © 2010 Pearson Education, Inc. Publishing as Prentice HallM. Write the way you talk.N. Never be content with your first effort.O. Make it perfect!IV. The strategy of writing memos.A. Good memos get to the point, focus on just one issue, and support the writer’scentral ideas with coherent, relevant, convincing evidence.B. Memos are usually internal documents and therefore are used to pass information,ideas, and recommendations to other people in the same organization.C. The opening or overview paragraph of a memo should reveal a communicationstrategy for the entire document.1. Purpose: Why are you writing the memo?2. Main idea: What do you want to tell the reader? Or, what do youwant the reader to do?3. Opinion: What is your point-of-view on the subject?V. When you know what you want to achieve – and what you want your reader to learn from your writing – you will need a communication strategy.A. Information strategies.1. To confirm agreement.2. To provide facts.3. To provide a point-of-view.B. Action strategies.1. To request assistance.2. To give direction.3. To seek agreement.VI. The overview is the first paragraph a reader will see and is one of the most important elements of a memo.A. Keep the words simple and the sentences short so that anyone who receives thedocument will understand it.B. Keep the overview brief as it is to act as an “executive summary” of the memothat follows.C. Deal with “what” is being addressed, not “how” to fix it.D. Include and identify the writer’s opinion.E. Reflect the needs of the reader.F. Although brief, the overview should be thorough and complete.VII. A persuasive memo must provide a complete, logical argument with which the reader cannot disagree.A. Consider your objective against the reader’s attitudes, perception s, and knowledgeof the subject.B. Construct an outline on paper, focusing on the Situation Analysis and Rationalesections. This will help develop a logical argument and identify missinginformation.C. Include a plan of action to add credibility and practicality to the ideas presented inthe memo.D. Avoid controversial issues, opinions, and unsupported assertions in the SituationAnalysis. Stick to the facts to ensure the reader will agree with this section of thememo.E. Present your Recommendation and Rationale before you discuss other options thatyou have considered and rejected.F. Always lead from strength.1. Start the proposal with a strong, confident Overview.2. Bring important ideas to the beginning of each section.3. In the Rationale section, always present your arguments in order ofperformance.G. Use precedent to make the proposal appear less speculative.25Copyright © 2010 Pearson Education, Inc. Publishing as Prentice HallH. Gear the argument to the decision criteria of the reader.VIII. The outlining of a proposal memo.A. The flow of the outline follows three basic steps.1. Situation Analysis: Where are we today and why are we here?2. Recommendation: What should we do about it?3. Rationale: Why is this a good thing to do?B. The seven-step outlining procedure helps the writer to improve their thinking andreduce confusion for the reader.1. Review the strategy to ensure the goal of the memo is established.2. Assemble all of the information that will go into the memo.3. Identify and separate the information the reader needs to know tounderstand the situation.4. Identify and separate the recommended course of action.5. Develop the rationale by eliminating invalid arguments andstrengthening areas that appear unclear.6. Rank the arguments from most powerful to least important.7. Test the argument against the reader’s decision criteria.IX. Standard formats for memos.A. Help the writer to organize information and concepts quickly.B. Help the reader to know immediately where to find pieces of information and howthey fit together.C. Two suggested formats for business documents are The Proposal and TheInformation Memo.1.These formats are appropriate regardless of how long and complexthe memo is.2. Note the formats suggested here separate the contents of a memointo six or seven sections, each no more than a paragraph or two,and each clearly marked with an all-caps, boldface heading.X. Managers are often called upon to evaluate the actions of their competitors.A. Using the Information Memo Format is a good way to organize information andhelp managers through this process.B. Managers should also consider the following thoughts when preparing this memo.1. The most important information (i.e., competitive strategy) ishidden below the surface.2. Work backwards and construct a hypothetical statement of strategybased on what’s happening in the marketplace.3. Competitive appraisals are often triggered by changes, so includehow recent actions fit in with past efforts.4. Discuss the implications to your product or company.5. Remain objective in your analysis.XI. Meeting and conference reports are used to record decisions made at a meeting.A. Avoid long descriptions of meeting events.B. Use a standard format that includes the name of a groups, persons attending, andsubjects covered.C. Briefly report on what was discussed or presented as well as what was decidedand why.D. Focus your report on these issues:1. What action is required.2. Who is responsible.3. What the timing will be.XII. Project lists keep track of current and proposed activities.A. Simple descriptions of what the organization is doing to achieve goals or serve its27Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hallcustomers.B. Separate each project by category, then list projects in order of priority orimportance.C. Each project should include: a title and brief description, status, next steps,responsible parties, and dates due.D. Completed or terminated projects should be shown as such the following month,with a brief notation about why the project will not appear on future project lists. XIII. Make memos inviting and attractive.A. Grab attention up front by presenting a strong overview section.B. Vary sentence and paragraph length - but keep them short.C. Use headings to improve organization.D. Use bullets and numbers to identify groupings.E. Use parallel structure for lists.F. Underline or use boldface type to focus on topic sentences, key words, andphrases.G. Leave adequate margins to make the document more inviting.H. Don’t settle for a sloppy or illegible duplication.XIV. Editing your memo is necessary to produce quality writing.A. This process helps to trim, clarify, and simplify the document.B. To edit your memo, put yourself in the reader’s place and go through thedocument several times, each time asking yourself one of the following sevenbasic questions.1. Is it clear?2. Is it complete?3. Is it persuasive?4. Is it accurate?5. Is it concise?6. Is it inviting to read?7. Is it perfect?XV. Writing good business letters.A. Unlike memos, business letters are primarily external documents.B. Like memos, good letters are crisp, concise, spoken in tone, and organized so thatreaders can follow and understand with a minimum effort.C. Employ the following thoughts when writing a business letter:1. Answer the mail within three business days or drop the reader anote explaining the situation.2. Show by your words and actions that you are genuinely interestedin them and the issue they have written about.3. Do not be too short, brief, or curt.4. Soften the blow of bad news by saying you are sorry it happened,you regret the outcome, or some similar selection of words.5. Share in the reader’s go od fortune if it is good news.6. Give the reader the benefit of the doubt if the issue is not clear.7. Never send off an angry letter.8. If an odd character crosses your path, be polite, do your job, andthey will usually go away.9. Show that you have a sense of humor if someone makes (orattempts) a joke.10. Make sure your letter answers all of the questions your audience islikely to have; respond to their fears, doubts, and concerns.XVI. Guidelines to follow when you are required to explain something.A. Nothing is self-explanatory. Explain in simple, ordinary English what you wantyour reader to know.29Copyright © 2010 Pearson Education, Inc. Publishing as Prentice HallB. Explain any scientific or technical language used in the document.C. Be sequential in your explanations, moving step-by-step through processes thatare complex.D. Make certain you provide enough to answer questions, allay fears, and quelldoubts.E. Don’t overdo it. Provide enough detail to satisfy their curiosity, but not so muchthat you put them off.F. Illustrate. If you cannot explain it, perhaps you can show it.G. Answer expected questions.H. Caution the reader about items that can be easily misunderstood or misread. XVII. Guidelines to follow when you are required to apologize.A. Take the complaint seriously.B. For the most part, people will calm down and adopt a more understanding attitudeif you simply explain what happened and tell them why.C. Don’t shift the blame. Just accept responsibility for what has happened and offera solution.D. Don’t just write. Do something to fix the problem.XVIII. The style of your writing is important to your career development.A. Business writing is best received if it is compact, informal, and organized.B. This brand of writing leads to organizational efficiency, personal productivity,and upward movement in your career.XIX. Help to make your writing more efficient by eliminating common problems.A. Use plain English to replace big words.B. Don’t use words ending in “-wise.”C. Avoid doublings or words having the same meanings to describe what you wantyour reader to know.D. Avoid the use of noun modifiers.E. Avoid using the phrase “it is” unless it refers to something definite mentionedearlier.F. Avoid using legal-sounding language.G. Remember that two-word modifiers may need hyphens when two words act asone.H. Express ideas involving action with specific verbs.I. Try to avoid specialized terms with outsiders and use them no more than you mustwith insiders.J. More often tha n not, “that” and “which” do not help the meaning or flow of a sentence, so use them sparingly.K. Eliminate “the ___ion of...” construction whenever the context permits.L. Simplify wordy expressions.XX. Try to make your writing more like your speaking.A. Write with personal pronouns.1. Use we, us, and our when speaking about the company.2. Use I, me, and my when speaking for yourself.B. Occasionally use contractions. Using negative contractions for instructions oftensoftens direct orders.C. Occasionally reach out to your reader by asking questions.D. Use short spoken transitions more often than long formal ones.E. Do not rework a sentence just to shift a preposition from the end.F. Keep sentences short, about twenty words on average.XXI. Use active verbs in place of passive verbs.A. Passive sentences are deadly in business memos for three reasons.1. They obscure responsibility by omitting a subject or human actorfrom the sentence.31Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall2. They are almost always longer sentences.3. They delay discussion of the subject.B. To write actively, remember this simple rule: put the doer before the verb.C. Passive sentences may be used in one of three circumstances:1. When the doer is obvious.2. When the doer is unknown.3. When the doer is unimportant.XXII. A few more organizational tips to improve your letters.A. Open with your main point, the one sentence you would keep if you could justkeep one.B. Give directions before reasons, requests before justifications, answers beforeexplanations, conclusions before details, and solutions before problems.C. Use headings and sub-headings to break-up information.D. Make reading easier by keeping paragraphs short.E. Do not clutter your first paragraph with unnecessary chatter.XXIII. Every manager has a responsibility to improve the communication skills of his or her subordinates.A. Show your people you want clear, concise writing by example.B. Know what you want before giving assignments and then proceed to give specificdirections.C. When projects are difficult or complex, break up the assignment into manageableparts.D. Read and review before discussing a memo.E. When you review a memo, start with big issues.1. Do not rewrite the memo.2. Remember to be positive in your suggestions.F. Be certain the writer understands and agrees with your comments.G. Give people flexibility and freedom to develop their own style.33Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall。

P ERSUASIONC HAPTER 6Virtually all organizational communication includes some element of persuasion.I. The Human Belief System: Two Schools of ThoughtA. Behaviorism1. Contends that human behavior will most clearly reveal what a person isthinking, and that persuasion is most effectively exercised at thebehavioral level.2. Emphasizes observable, measurable behavior and discounts the role orvalue of mental activity.3. Learning occurs when there is a measurable change in the frequency ofobservable events.4. If human behavior can be conditioned to respond to external influences, aninternal change in attitudes and beliefs may result.B. Cognitivism1. Cognitivists believe that it is possible to learn something without changingthe learner’s behavior.2. Knowledge is viewed as symbolic mental constructs in the learner’s mind,and the learning process is the means by which the symbolicrepresentations are committed to memory.3. Early cognitivist, Milton Rokeach, explored the human attitudinal system,examining the relationship among the elements that comprise our beliefsand the factors associated with attitudinal assimilation and behavioralchange.II. A Conceptual View of the Human Attitudinal SystemA. In Rokeach’s view of the human attitudinal system, three components help todefine what we believe, how we organize those beliefs, and how they influenceour day-to-day behavior.1. Beliefs are at the core of the system, are acquired early in life and are themost fundamental component of our values.2. Attitudes are outgrowths of our beliefs, are dependent on them and tendto be consistent with them.3. Opinions are among the least stable and are the most susceptible topersuasion.B. The Role of Beliefs, Attitudes, and Opinions1. Change in one layer may expose a more fundamental layer to re-examination, but will require no change in the more basic layer.2. Change in a basic layer will require change in all higher attitudinal layers.3. The more basic the change, the more profound the reordering throughoutthe system.4. The less rational the basis for adoption, the more difficult is the basis forchange in a given belief or attitude group.5. The closer a str ucture is to the center of one’s belief system, the morecentral it becomes to one’s self-concept.III. Objectives of PersuasionA. Reinforcing positive opinion.B. Crystallizing latent opinion.C. Neutralizing hostile opinion.IV. Outcomes of PersuasionA. Reinforcement of existing attitudes.B. Modification or shifting of existing attitudes.C. Creation of new attitudes.V. The Science of PersuasionA. Liking. We tend to like those who like us, but we also tend to like those who arelike us.B. Reciprocity. People repay in kind, and expect to receive what they give.C. Social proof. People will follow the lead of similar others when they’re asked todo something.D. Consistency. People do what they say they will and appreciate staying withintheir own “comfort zone.”E. Authority. People readily defer to experts.F. Scarcity. The value of an object often rises as fewer become available.VI. Successful Attempts at PersuasionA. Gaining the attention of your audience.B. Providing the appropriate motivation for your audience.1. Human needs as motivationsa. Maslow’s Hierarchy of Human Needs1. Basic needs.2. Security needs.3. Belonging needs.4. Love or esteem needs.5. Self-actualization needs.b. ERG Theory1. Existence needs.2. Relatedness needs.3. Growth needs.c. Packard’s Eight Hidden Needs1. Need for emotional security.2. Need for reassurance of worth.3. Need for ego gratification.4. Need for creative outlets.5. Need for love objects.6. Need for a sense of power.7. Need for roots.8. Need for immortality.2. Relating needs theory to persuasive messagesa. A highly credible source gets a good response from a fear appeal.b. If a strong fear appeal threatens the welfare of a loved one, it tendsto be more effective than if it threatens the members of theaudience themselves.c. A strong fear appeal may be related to personality characteristicsof the audience.d. The arousal of fear in an audience seems to depend on thespeaker’s ability to convince the audience of the probability thatthe threat will materialize and the magnitude of the consequences.3. Social conformity as motivationa. Admired individuals.b. Peer groups.c. Societal norms.C. Channeling the motivation of your audience to take action1. Recommend a specific proposition or proposal.2. Show the high probability that the satisfactions will be forthcoming.D. Inducing resistance in the audience to counter-persuasion1. State opposing arguments and refute them.2. Encourage audience.3. Warn the audience that others will attempt to get them to change theirminds.VII. Should You Use a One-Sided Argument or Two?A. One-sided arguments work best:1. When the audience agrees with your position and your aim is simply tointensify agreement.2. When the audience is not well-educated or has relatively low self-esteem.3. When the audience will not later be exposed to any form of counter-persuasion.B. Two-sided arguments work best:1. When the audience initially disagrees with your proposal.2. When you know the audience will be exposed to subsequent counter-persuasion or propaganda.3. When the audience has a low level of knowledge or personal involvementwith the topic.4. When you hope to produce more enduring results.VIII. Managing Heads and Hearts to Change Behavioral HabitsA. You must create a new frame of reference through which information andmessages are interpreted.B. You must manage the emotions and expectations of your audience.C. You must provide constant reinforcement to prevent backsliding.IX. Five Myths About Changing BehaviorA. Myth #1: Crisis is a powerful impetus for change.B. Myth #2: Change is motivated by fear.C. Myth #3: The facts will set us free.D. Myth #4: Small, gradual changes are always easier to make and sustain.E. Myth #5: We can’t change because our brains become “hard wired” early in life. X. Being PersuasiveA. Know your audience.B. Know what you want and what they want.C. Select your evidence carefully.D. Keep the argument simple.E. Listen before you speak.F. Manage your emotions as well as theirs.G. Connect with your audience on a personal level.。

管理沟通英语作文带翻译题目，Effective Communication in Management（管理沟通的有效性）。

Effective communication is crucial in management. It plays a pivotal role in the success of any organization. In this essay, we will explore the importance of effective communication in management and discuss strategies to enhance it.有效的沟通在管理中至关重要。

它在任何组织的成功中起着关键作用。

在这篇文章中，我们将探讨有效的管理沟通的重要性，并讨论提高沟通效率的策略。

Communication is the cornerstone of effective management. It involves the exchange of information, ideas, and feedback between individuals or groups within an organization. Without clear and efficient communication, misunderstandings can arise, leading to confusion, conflict, and ultimately, poor performance.沟通是有效管理的基石。

它涉及组织内个人或群体之间的信息、思想和反馈的交流。

如果没有清晰和高效的沟通，就可能会产生误解，导致混乱、冲突，最终导致业绩不佳。

Effective communication fosters a positive work environment where employees feel valued and understood. It promotes transparency, trust, and collaboration, which are essential for building strong teams and achieving common goals. Managers who communicate effectively are able to motivate their employees, address concerns promptly, and provide constructive feedback for improvement.有效的沟通促进了一个积极的工作环境，员工感到受到重视和理解。

Top Managers
Middle Managers
Technical Skills
Relating Skills
Conceptual Skills
First-Line Managers
Talk Is The Work
——managers spend about 75% of their time in verbal interaction. Those daily interactions include:
What Do Managers Do All Day?
In the textbook : Managers spend their time engaged in planning, organizing,
staffing, directing, coordinating, reporting and controlling.
Decisional
Entrepreneur
Disturbance handler
Initiate improvement projects,identify new ideas, realize changes in the environment and
delegate idea responsibility to others.
Management communication
——A Case-Analysis Approach
Chapter 1:
Management Communicationis very Important to Managers
Management Communication is the central skill in the global workplace of the 21st century.

国家开放大学电大《管理英语》-期末试题及答案一、交际用语（共计M分，每小IE 2分）1-5C：］&择正琥的语句完成下列对话，拝将答案序号写在答题纸上。

1.— Is it possible for you to work out the plan tonight?A.Pll do that.B. 1 think so.C・ I'd love to.2.— How did your meeting go yesterday?—actually* it was really frustrating,A.Not so goodB.Very goodC.Nothing special3.— I think things have been a bit difficult for us the last couple of months.—We^ve been working hard* but still getting behind.A.You're right.B・ I'm afraidC. 1 don't think so.— Will you help me arrange R meeting with Mr. Brown, please?A.Nc・ no way.B.No. I can11.C.Sorry I can't. I have to finish my project right now.5.— You'd better not push yourself loo hard. You can ask the team and listen.A.You are right.B.No, we can^t do that.C.I think it will kill our time.二、伺汇与结构（共计30分，每小題2分）6—20題：阅读下面的句子，从A、B、C三个选项中选出一个能填入空白处的正确选项.并将答案序号写在答a»±.6.The team creates an environment people arc comfonable in communicating* advocating positions• and taking action.A.thatB. whichC, in which7.If I take the time to talk with my manager at the beginning of a project, weoff to a great start on the same page.A.can getB. have gotC. get8.They have come to the conclusion this winter will be even colder than before.A.thatB. forC. which9.On hearing the news of the major exam again* the girl burst into tears.A.her having failedB.she failedC.her being failed10.The reason he was absent from class yesterday was thet he was ill and hospitalized.A. forB. whyC. that11.In high school. I am eqimlly comfortable as a member of a team and independently.A. to workB. working12.— Who should be responsible for the accident?一The boss, not the workers. They just carried out the order •A. as are toldB. as toldC. as they told13.My leather shoes cost me the last pairs I bought.A. three times as B・ three time asC. three times as much as14.Without human resources, no organization can the ground• let alone do business and make profits.A. get offB. get upC. get on15.Wc with achievement.A, done B. are obsessedC. catch up16.Current opinion among politicians is that she is , stands for her principles.A. encourageB. courageC. courageous17.Good work good pay.A. deservesB. requestsC. deserts18.At a rough • we will take another four weeks to finish this plan.A. valueB. estimateC. account19.To build the reservoir（水库），thousands of people have to be •A. relocatedB. repeatedC. reopened20.Wc need communication skills： listen carefully, think before you speak and manage conflicts diplomatically.A. outstandingB. plainC. general三■阅读理解(共40分，每小H 4分)21-25题：阐读短文，从A、H、C三个选项中选出一个正确答案，并将答案序号写在答籠纸上。

True/False Questions1. A positive or good news message asks the reader to take immediate action.2. In an informative message, the reader's reaction is expected to be neutral.3. Details about your main point must always be given in chronological order.4. Goodwill endings should be used only in interoffice memos; they are too informal forletters.5. Any negative elements should be eliminated from an informative message to ensurethat the reader will react positively.6. Transmittals should briefly indicate the content of the document they areaccompanying.7. Research shows that most business people consider subject lines to be unimportant.8. The main point of a memo should not be included in the subject line; it should be inthe first paragraph only.9. Reader benefits are necessary only when readers will disagree with your main point.10. If the subject line of an e-mail message doesn't seem interesting or relevant, thereceiver may not even call up the message.11. Transmittals frequently have important secondary purposes.12. Using reader benefits in positive memos would be insulting, since readers aremembers of your own organization and already know how things will benefit them.13. Informative messages not only give information but also try to build positive attitudestoward that information.14. Reader benefits for a new policy should stress how the policy helps the organization.15. Informative and positive memos use a different pattern of organization thaninformative and positive letters.16. Each element in the pattern of organization for positive messages must be in aseparate paragraph.17. If you can't make a subject line both short and specific, it's better to make it short.18. A transmittal must be typed.19. Reader benefits should be included in every type of informative message.20. Even a simple informative or positive message usually has several purposes.21. Subject lines are found only in memos.22. Informative messages are not necessarily short.23. When summarizing a visit to a client for others in your organization to read, youshould write a chronological account.24. If a message contains any negative elements at all, it cannot be classified as aninformative or positive message.25. When writing a memo addressed to "All Employees," your ending should refer toindividuals in the organization so they feel included in the message.26. In a short informative or positive message, the best strategy for ending the messagemay be to just stop.27. Informative and positive messages should be one page or less.28. Confirmations of oral conversations are considered a duplication of effort andtherefore are rarely used in a business setting.29. In a summary of a conversation for internal use, identify the people who were present,the topic of discussion, decisions made, and who does what next.30. Research shows that when people have complaints that are quickly resolved, themajority will still buy from the same company; when people have problems but don't complain, only 9% will.31. Sharing stories while entertaining does not strengthen corporate culture.32. Subject lines are far less important in e-mail than in letters and memos.33. A transmittal is always an informative message.Multiple Choice Questions34. Which of the following is LEAST likely to be useful to readers in a summary of avisit with a client or customer?A) The action to be taken as a result of the meetingB) An umbrella paragraph to foreshadow the points you will make in the summaryC) Details to support each point you makeD) A chronological account of what you did during the entire time of the meeting35. A company is announcing that employees can now be reimbursed for tuition forcourses leading to bachelor's or master's degrees. Which of the following is the BEST subject line?A) Tuition Reimbursement PolicyB) New Tuition Reimbursement ProgramC) Details on How You Can Be Reimbursed for Tuition for Courses Leading toBachelor's and Master's DegreesD) Have You Thought About Going Back to School?36. Which is the BEST purpose for including reader benefits in an informative message?A) To show how the policy or procedure helps the readerB) To fill up the entire pageC) To surround any negatives with positive informationD) To demonstrate the writer's creativity37. Which of the following is NOT a reason to use a subject line?A) It aids in filing and retrieving the document.B) It tells readers why they need to read the document.C) It provides a framework in which to set what you're about to say.D) It ensures a faster response.38. Which is the BEST strategy when you must limit your memo to one page but haveimportant information that won't fit on the page?A) Invite readers to phone you for full details.B) Use tiny type to fit everything on one page.C) Put the key points in a one-page memo and put the rest of the information in anappendix or attachment which you distribute with the memo.D) Put the key points in a one-page memo and invite readers to stop by your officeto pick up a document with full information.39. Which is the BEST strategy for ending an informative letter to a new client?A) Stress that the reader is welcome to call you anytime if more information isneeded.B) Refer to your company's future relationship with the reader's organization.C) Mention your company's reputation in the field, to reassure the client that hiringyour company was a good choice.D) Apologize for not being able to provide a particular service that the reader hasinquired about.40. Midwest Insurance Company wants to announce a new system of awarding bonuses.Which of the following would be the BEST subject line?A) New Opportunities for Earning BonusesB) Funding BonusesC) BonusesD) How to Make More Money41. A company is announcing that employees can get a 20% discount on cars they rentfrom Big City Car Rental. Which of the following is the BEST subject line?A) Policy on Car RentalsB) New Discount on Car RentalsC) Car UseD) New Policy Permitting 20% Discount for CEC Employees on Cars Rented fromBig City Car Rental for Regular Business, Occasional Business, or Personal Use42. Which of the following would be the BEST strategy to follow in the openingparagraph of a memo announcing the decision to redecorate the company cafeteria and employee lounge?A) Explain the reason for the decision, so employees will have the necessarybackground to understand the decision itself.B) Stress that the decision has been made to benefit the employees.C) Build goodwill by acknowledging up front that employees will beinconvenienced by not being able to eat in the cafeteria for about a month.D) State what areas will be redecorated and when the work will begin.43. Which of the following is LEAST likely to build goodwill when writing acongratulatory note to one of your peers?A) Giving specifics to show that you are sincereB) Sending the note right after the accomplishment takes placeC) Keeping the reader's point of view in mind when writingD) Mentioning your own work on a similar project44. In which of the following situations is it LEAST necessary to include reader benefitsin an informative message?A) When you are presenting policiesB) When you want to shape the reader's attitudes toward the information or towardyour organizationC) When stressing benefits may make the reader sound selfishD) When some of the benefits may not be obvious to the reader45. Which of the following would NOT be an informative or positive message?A) SummaryB) ConfirmationC) TransmittalD) Direct request46. Which of the following is LEAST likely to be a purpose in an informative or positivemessage?A) To build a good image of the writer and his or her organizationB) To reduce or eliminate further correspondence on the same subjectC) To have the reader read the message and understand itD) To have the reader respond to the message in writing47. Most subject lines are short. This means that they are normally less thanA) three words.B) five words.C) ten words.D) twenty words.48. Which of the following would be classified as an informative or positive message?A) A request for informationB) An announcement of a policy that reduces benefitsC) A letter to an employer announcing you've accepted another offerD) A memo for the file recording actions and rationales49. The Dean of Students is announcing a reception for new nontraditional students.Which of the following is the BEST subject line?A) Nontraditional studentsB) Reception to Welcome Nontraditional Students Who are Attending the Universityfor the First TimeC) Will You Help Us Welcome Nontraditional Students?D) Reception for New Nontraditional Students50. Which of the following is MOST likely to build goodwill in a letter granting anadjustment?A) Explaining that no one else has ever complained about this product, so you'resure that she would be satisfied if she ordered from you again.B) Explaining exactly how you made the decision to grant her request.C) Explaining the you are granting the request in the very first sentence.D) Explaining that the problem really is not your fault because your supplier soldyou some inferior parts.51. A state agency is setting up training sessions for its new employees. Which of thefollowing is the BEST subject line?A) Training SessionsB) Teaching New Employees What They Need to KnowC) New Employees' Areas of IgnoranceD) Training Sessions for New Employees52. For a short memo answering your boss's request for last quarter's sales figures, whichof the following, if any, would be the BEST revision for the ending "Should youhave any questions regarding this matter, please feel free to call me"?A) "Please feel free to call if you have questions."B) "Call me at extension 8905 if more information is needed."C) "Feel free to call me if this information is unclear."D) Omit the sentence.53. Which of the following would be the BEST strategy to follow in the openingparagraph of a letter to clients announcing expanded hours?A) Explain that the results of a recent survey indicate that a lot of people areunhappy with the current hours.B) State what the new hours will be and when they go into effect.C) Apologize for still being closed on holidays.D) Explain how the expanded hours will affect clients.54. Which of the following statements gives the BEST advice for how the standardpattern for informative and positive messages should be applied?A) Always use all the elements [all five parts] of the basic pattern, and present themin the order they are given in the pattern.B) Present each element in a separate paragraph of its own.C) Never go over one page when using this pattern, whether writing a memo or aletter.D) Understand the rationale behind the pattern so you can modify it when needed.55. When you grant a customer's request for an adjusted price, discount, replacement, orother benefit to resolve a complaint, do soA) after you explain your own process in making the decision.B) in the very first sentence.C) in the middle of the letter, to deemphasize the fact that you are giving in to thecustomer.D) in the last paragraph, so you leave the reader with a good impression.Fill-In Questions省略Short Answer Questions省略Essay Questions76. Why are reader benefits necessary in some types of informative and positivemessages? Since by definition these messages are ones to which readers will react neutrally or positively, is it worth the time necessary to develop and describe benefits?Explain the theory behind using reader benefits in informative and positive messages and the types of situations in which they are necessary. Discuss specific examples to illustrate and clarify your ideas.Answer:Good answers will explain the types of situations that require reader benefits. Some possibilities are the following: (1) When you are presenting policies: (2) when you want to shape readers' attitudes toward the information or toward your organization;(3) when stressing benefits presents readers motives positively: (4) when some of thebenefits may not be obvious to readers.Good answers will also indicate that reader benefits should show that the policy or procedure helps readers, not just the company. Enough details should be given to make the benefits clear and convincing. It's best to use internal motivators, those that come from the activity or policy itself.Messages that use reader benefits well more than repay the writer for the time it takes to explain them. Good reader benefits can help writers accomplish both major and minor purposes in their writing, by creating a positive attitude towards the information they convey and by building a good relationship between the reader and the writer.。

MANAGEMENT COMMUNICATION CASE2-11 .What should they do ?Zucaro应该尽快和其子公司Great West Casualty Company联系来处理这件诉讼，并保持母公司与子公司之间的畅通联系，随时将信息向对方传达，以便更好更快的做出决策。

撤销对ng的诉讼并与其进行调解协商以及道歉或赔偿，同时将这全过程都通过媒体报道出去，特别是在The Wall Street Journal等报纸上。

必要则可以请专业管理沟通公司为其制定方案。

要加强事件的透明度，消除公众的猜疑。

作为一个保险公司也是一个服务型公司，必须要维护客户的利益，否则以后就会影响客户对公司的信赖。

一个保险公司如果没有信誉，赢得不了客户的信赖，会严重影响公司今后的发展。

2 .How soon should they do it ?企业发生公关危机时反应速度要比救火的速度更快些，因为这比大火烧毁企业的厂房更危险，危机在吞噬的是企业、品牌的信誉。

对于公司而言，媒体的力量是一把双刃剑。

在案例中，公司应在第一时间内尽一切可能对事物的真相进行解说，要兼顾效率与公平，对公司的名誉影响也可以降到最低。

在对广大群众的沟通中，以这些方法减小事件的影响程度和传播范围，毕竟这类有关社会责任及道德的事件的出现必然会迅速引起社会的关注，否则会引起社会和媒体的愤怒，影响声誉，以致影响公司业绩。

3 .How should their actions be communicated ?对于沟通的渠道方面，可以多层化。

不仅可以在报纸上刊登事情的真相，也可以利用电视，记者发布会或者解答等方式消除公众的疑虑，从而使得公司与公众之间的沟通顺利进行。

对于沟通内容上来就讲，其内容一定要真实客观，对外要勇于承认自己的过失与错误。

对ng首先是要对给她造成的精神与物质上的损失进行补偿，再是针对产生这次问题的原因与其进行交流。

对公众，先是公开向ng道歉，真实报道这次事件的全经过。