1. Business communication Chapter 1 Introduction

2. Business communication. Swust. Shirley Miao Contents  Communication  Business communication  Intercultural business communication

3. Business communication. Swust. Shirley Miao Communication What is communication?

4. Business communication. Swust. Shirley Miao Communication is a two-way process in which people transmit (send) and receive ideas, information,opinions or emotions.

6. Business communication. Swust. Shirley Miao Elements of communication 1)Sender The sender is a person who has a need to communicate; this need may be a social desire for recognition as an individual,or the desire to share information with others,or to influence the attitude and behavior of others.

7. Business communication. Swust. Shirley Miao 2) Message A message is a set of verbal or nonverbal symbols that represent a sender’s particular state of being at a particular moment in time and space.

8. Business communication. Swust. Shirley Miao 3) Channel/Medium It provides the connection between the sender and the receiver. A channel is the physical means by which the message moves between the sender and the receiver. (LIST) Face to face talks, letters, telephones, televisions,books,magazines,newspap ers,radios,etc.all channels.

9. Business communication. Swust. Shirley Miao 4) Receiver Receivers are the people who intercept message and as a consequence are linked to the message sender. 5) Response It is most easily thought of as what a receiver decides to do about the message.

11. Business communication. Swust. Shirley Miao Business communication Business Communication is the type of communication used in order to: promote an organization, service, and product; and to impart information towards employees.

12. Business communication. Swust. Shirley Miao What makes business communication distinct from other types of communication is its formality. It makes it stand out from the rest since there is sense of professionalism, formality and etiquette that should be followed in order to convey the right message or information that needs to be conveyed to the other person on the line.

13. Business communication. Swust. Shirley Miao Business Communication must be:  Brief  Well-designed  Precise( 准确的）  Specific  Short  Net & clear  Understandable & comprehensive

14. Business communication. Swust. Shirley Miao Why important? 1 ） In business, reputation and credibility need to be built up in order to get clients’ trust and confidence. Having a sense of professionalism will bring a lot to the business, especially in a long term relationship with clients.

15. Business communication. Swust. Shirley Miao 2)Business communication encompasses not only communicating with external contacts but also with employees within the organization. a vital link between the manager and his or her team and effective communication is the key to good management.

16. Business communication. Swust. Shirley Miao Sender or Instigator Channel Medium Receiver Change in payment systems Finance Dept E-mail Feedback Process:

17. Business communication. Swust. Shirley Miao × Wasted time × Wasted efforts × Obscured( 模糊的 ) ideas × Lost goodwill The Costs of Poor Correspondence:

18. Business communication. Swust. Shirley Miao Barriers to Successful Communication:  Ability of the sender Content  Method of communication Skills and attitude of the receiver  Organisational factors – complexity of the organisation, scope of the organisation  Cultural attitudes  Perceptions( 理解 ), prejudices( 偏见 )  Inappropriate target for the message

19. Business communication. Swust. Shirley Miao Save time Make your efforts more effective Communicate points more clearly Build goodwill Benefits of Improving Correspondence:

20. Business communication. Swust. Shirley Miao Forms of Communication in Business: Internal-Operational Communication External-Operational Communication Personal Communication

21. Business communication. Swust. Shirley Miao Intercultural business communication Cross-cultural communication Transcultural communication It does not only mean communication among peoples of different nations,but also include communication among people who share the same nationality but have different racial or ethnic backgrounds.

22. Business communication. Swust. Shirley Miao Culture Material culture 1 language 23 Custom 4 Social class 5 Religion 6 Aesthetic conceptions 7 Education Education

23. Business communication. Swust. Shirley Miao Intercultural communication competence: 1)Personal attribute 2)Communication 3)Phychological 4)Cultural Awareness

24. Business communication. Swust. Shirley Miao Case 1:

25. Business communication. Swust. Shirley Miao Case 2: Tokyo Paris Shang Hai?!

26. Business communication. Swust. Shirley Miao Case 3: World Expositions

27.  Expo aims to promote the exchange of ideas and development of the world economy, culture, science and technology, to allow exhibitors to publicize and display their achievements and improve international relationships.  So far, 192 countries and 50 international organizations have confirmed participantion in Expo 2010.

28. Business communication. Swust. Shirley Miao Summary  Communication (Elements)  Business communication (Importance,process,Types)  Intercultural business communication

29. Business communication. Swust. Shirley Miao Reference  人际沟通 贾庆艾 东南大学出版社  跨文化商务交际 刘晓萍 南开大学出版社  http://www.chinadaily.com.cn/china/ 2009worldexpo/index.html （上海世博 会） http://www.chinadaily.com.cn/china/ 2009worldexpo/index.html