《商务沟通》复习资料
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《商务沟通》复习资料
CHAP2
1. Define communication
Communication is the transmission of information
and meaning from one individual or group to
another.
2. Differentiate the 3 Models of communication
1) Linear model of communication
2) Interactive Models
3) Transactional Models
3. Identify the elements of communication
1) Sender (communicator)—receivers(audience)
2) messages
3) channels
4) noise
5) feedback
6) cultural context
4. Identify the different types of communication
1) Intrapersonal communication
2) Interpersonal communication
3) Group Communication
4) organizational communication
5) Intercultural communication
6) Public communication
7) Mass communication
CHAP3
1. Overview theories of organizational
communication
2. Define formal and informal communication
networks.
Direction of formal Communication Flow
Downward下行沟通 - flows from a manager to
subordinates
1) company magazines
2) company manuals
3) annual reports to employees
4) notice or bulletin boards
Upward上行沟通 - flows from subordinates to
managers
1) report
2) Suggestions box
3) meetings
4) interviews
5) informal social gatherings
Horizontal -- the lateral exchange of messages
between people of roughly equal authority
Informal communication networks involve
messages that flow in all directions and through
all levels of authority
3. Explain internal and external communication
1) Advertising
2) Public relations
3) Sales calls
4) Press releases
5) Speeches, and interaction with other
organizations
CHAP4
1. Explain self-concept and perceptions.
Self concept is how you think and feel about
yourself.
How is Your Self-concept formed?
1) Reflected Appraisals反映评价
2) Social comparison社会比较
3) Self perception自我感受
Perception is how you look at others and the world
around you.
2. Explain how selecting, organizing, and
interpretation occur during perception.
3. Introduce communicator’s strategies.
1) Increasing your credibility
2) Make your objectives clear
3) Choose your communication style
CHAP5
1. Describe the relationship between words and
meaning.
1) Words are symbols.
2) Words are arbitrary.
3) Words are context Bound.
4) Words are culturally bound.
5) Words communicate denotative and connotative
meaning
6) Words can be developed and invented
2. Understand how words influence us and our
culture
3. Identify word barriers and know how to manage
them.
1) accent
2) Bypassing
3) Malapropism
4) Allness
5) Indexing
6) Polarization
7) sexist language
8) ethnic or racially biased language
CHAP8
1. Define and identify nonverbal communication
Transmission of messages by a medium other than
speech or writing.
2. Describe each of the categories of Nonverbal
communication
1) Kinesics (Gesture and Movement)
2) Physical Appearance
3) Face and Eye Behavior
4) Paralanguage (Vocal qualities)
5) Proxemics (personal space)
6) Haptics (Touch)
CHAP9
1. Offer a clear definition of culture
The knowledge, beliefs, values, customs,
behaviors, and moral attitudes of the society in
which we mature.
2. Explain six dimensions of cultural
differences
1) Power Distance (High – Low)
2) Uncertainty Avoidance (High – Low)
3) Collectivism – Individualism
4) Masculinity – Femininity
5) Context (High – Low)
6) Polychronic – Monochronic time
3. Explain the ways you have to improve
intercultural communication
1) Avoid ethnocentrism
2) avoid defensive behavior
3) be curious about other parts of the world
4) be empathic and understanding
5) respect the people of the other culture
