名词解释 写作目得(writing purpose)
受众/读者(audience)
构思过程(thought process)
演绎式组织模式(deductive organizational patterns)
归纳式组织模式(inductive organizational patterns)
直接组织模式(direct organizational patterns)
间接组织模式(indirect organizational patterns)
写作修改得3个步骤(three distinct stages of revision: adding on; moving around; cutting out) 管理沟通(managerial munication)
组织沟通(organizational munication)
人际关系与团队建设(human relationships and team building)
销售沟通(sales munication)
商务文件(business documentation)
国际交流(跨文化交际)(international munication/ intercultural munication) 表达式写作(expressive writing)
沟通式写作(municative writing)
简洁风格(clarity)
简易风格(the plain style)
简明风格(concision) 附件说明信函(cover letters of résumé)
3类求职信函(three general types of cover letters for job applications: the application letter; the prospecting letter; networking letter ) 后续询问信函(followup letter)
致谢信函(thankyou letter)
谢绝工作回复(job rejection letter)
接受工作回复(job acceptance letter)
辞职信函(resignation letter) 告别信函(farewell letter) 常见履历表格式(mon résumé formats):按年月顺序(chronological résumé format) 按任职顺序(functional résumé format) 复合式(bination résumé format) 简短文件(short document)
信息咨询函(message to obtain information)
谈判便函(messages that negotiate)
说服沟通便函(persuasive messages) 商务便函得特征(8C):清晰性(clarity)正确性(correctness)具体性(concreteness)完整性(pleteness)周到性(consideration)礼貌性(courtesy)简洁性(conciseness)一致性(coherence) 商务备忘录版式(format of a business memo)
商务备忘录功能(function of a business memo)
信函结构(structure of a letter)
信件与信封格式(styles of letter and envelop) 会议纪要(minutes)
逐字记录(verbatim minutes)
决议记录(minutes of resolution)
陈述记录(minutes of narration)
记录内容版式(minutes’ content format) 会议议程(meeting agenda)
会议筹划(meeting preparations)
会议程序(3 个环节)(meeting process: planning & preparing, conducting, and followingup) 会议后续工作(followup activities)
后续文案职责(accountability of followups) 书面发言写作策略(writing strategies for business presentation)
书面发言得材料组织(wring organization for business presentation)
书面发言用语(language used in a presentation)
书面发言避讳用语(language avoided in a presentation) 人际沟通得功能(functions of interpersonal munication)
人际沟通得目得(purpose of interpersonal munication)
人际沟通得4个阶段(four general stages in interpersonal munication) 团队得特征(group characteristics)
团队得角色(group roles)
团队影响力(group influence)
沟通结构(munication structures) 企业前景(vision)
企业使命(mission)
企业价值观(corporate values)
企业目标(goal)
战略计划(strategies) 政策与流程(policies and procedures)
业务流程得构成要素(15个)(content of procedures)
业务流程得版式及内容(format of a procedure) 商务文件得层次结构(3个)(tiers of documentation)
ISO 9000质量体系(ISO 9000 Quality System ) 议程报告(agenda)
行程安排(itinerary)
费用支出报告(expense reports)
项目进程报告(progress report)
人事评估报告(personnel evaluation) 第一手资料来源(primary sources)
第二手资料来源(secondary sources)
商务蓝皮书(blueprint)
商务计划书(business plan)
战略性计划书(strategic plan)
战术性计划书(tactical plan)
操作性计划书(operational plan) 操作性管理(operational control)
战术性管理(tactical control)
战略性管理(strategic control) 商务背景(business background) 市场计划(marketing plan)
财务预测(financial projections)
行动计划(action plans) 商务提案(business proposal)
内部提案(internal proposal)
外部提案(external proposal)
招标提案(solicited proposal)
非招标提案(unsolicited proposal) 提案写作得简单模式(simple form for proposal writing)
提案写作得复杂模式(detailed form for proposal writing)
外部提案得结构要素(6 个)(elements of the external proposal: introduction; problem identified and defined; objective & goal set; solutions proposed; implementation & measuring; costs and timeframe estimated)
内部提案模式得内容版式(content format of internal proposal) 征集提案(Request for Proposal, RFP)
征集启示得基本要素(basic ponents of a RFP)
提案评估(proposal evaluation) 引证信息(documenting information)
解析数据(interpreting data)
常规商务报告(routine reports)
任务报告(task reports)
条目清单功能 (itemized lists) 图表辅助功能(graphic aids)
标题得功能(headings) 协议得本质(essence of a deal)
合同得修订(contractual modifications)
违约与补偿(breach of contract and remedy)
律师费用条款(attorneys fees clause)
合同免责(escape from contract)
第三方签字(third party signature)
合同追加条款(contract rider)
合同授权(authorization) 商务谈判(contract negotiation)
合同起草(contract drafting)
合同实施(execution)
合同终止(closeout) 合同(contract) 合同有效性(validity of contracts)
要约(offer) 接受(acceptance)
法定权力(capacity) Sales contracts 买卖合同
Contracts for supply of power ,water,gas or heat 供应电、水、气、热力合同 Contracts for loan of money 借款合同 Leasing contracts 租赁合同 Financial leasing contracts 承揽合同 Contracts for construction projects建设工程合同 Carriage contracts运输合同 Technology contracts 技术合同 Safekeeping contracts 保管合同 Warehousing contracts 仓库合同 Agency appointment contracts 委托合同 Tradingtrust contracts行纪合同 Brokerage contracts居间合同 大题 1,8C
1.Clarity:keep it short;keep it simple;avoid ambiguity;write in the active voice;avoid or explain technical words;avoid using jargon;get to the point;Write in plain English
2、Correctness:link your ideas;be careful about placement of subordinate clauses;be sure that a pronoun,a participial phrase, or an appositive refers clearly to the proper subject;Make the subject and verb agree with Each Other, Not with a Word That es between Them;To join two independent clauses, Use a ma followed by a conjunction, a semicolon alone, or a semicolon followed by a sentence modifier、;Make a right choice of word;Watch out repetitive wording;Put parallel ideas in parallel
constructions;3、Concreteness:use concrete words instead of abstract ones;omit qualifiers and vague expressions;use action verbs and concrete nouns;void overusing noun forms of verbs;don"t change verbs into nouns;avoid unnecessary double negative;avoid noun strings;take a stand;keep acronyms under control;4 、pleteness:make it plete by constructing a longer paragraph; use the whodoeswhat order and avoid padding;provide a clear message;avoid inplete question;avoid fragment in writing;take an overall view;5、Consideration:write from the "you" perspective;emphasize the positive;handle the customer"s plaint specifically;interact with the addressee in a conversational tone;avoid using inflated language;avoid using quasilegalisms;use personal reference;use conrractions;6 、 Courtesy:show respect;show appreciation;avoid the problem of gender;write professionally ;7、Conciseness:eliminate"the filler";omit repetitive wording;replace circumlocutions with direct expressions;use short words;avoid using old fashioned expessions;8、Coherence 2,Message that Negotiate:1、counterproposals:counterproposals have two objectives: first, you want to show the reader that his or her original proposal is not fully acceptable, and ,second , you want to persuade the reader to accept your counterproposals、2、nonnegotiable changes3、plex messages 3、 、Types of meetings: 1、Sharing information and monitoring 2、decision making and problem solving3、creative/ideagenerating4、legislative/administrative5、advisory 6、social and ceremonial 4 、Minutes’content format: 1、main heading 2、time and venue 3、attendance 4、
chairperson 5、agenda 6、subtitles 7、record keeper/minutes taker 5 、Functions of interpersonal munication:1) Gaining and giving information 2) Building a context of understanding 3) Establishing identity 4) Interpersonal needs 6 、The dyadic life cycle:the initial stage;the formative stage;the mature stage;the severance stage 7 、Presentation types:purpose, audience and methods 8 、Writing strategies for business presentation: 1、Choosing a right topic with a clear purpose 2、Adapting your messages to the listeners 3、Using explicit transitions 4、Using concrete words and visuals 5、Presenting novel ideas 6、Making analogies 7、 Quotations 8、Storytelling 9、Plotting conflict 10、 Cutting in humor 11、 Keep the material in good taste 12、 Allowing for redundancy 9、 、 书面发言注意事项:1、begin with a topic sentence2、limit the number of major points you want to make to 34 、
3、recap your ideas or main point Presentation preparing:1、write a script, practice it, and keeo it around for quickreference during your talk;2、set up an outline of your talk , practice with it , and bring it for reference;3、set up cue cards, practice with them ,and use them during your presentation 4、write a full script and read from it、 10、 、 商务沟通基础:Business munication drawstring draws on information derived form a wide variety of other disciplines, including (but not limited to ) linguistics, semantics , rhetoric , psychology, sociology, graphic design ,management, marketing ,economics ,and information technology、 11 、Purpose of the writer:1,Expressive writing: it is personal and informal,
employed to encourage
prehension and reflection on the part of writer、 2,municative writing: it presupposes that the writer already considerable knowledge and understanding of the topic, and is writing to inform or to persuade a reader、 12、 、得 附件说明信函得5 大基本目标:Five primary goals of good resumes;Good resumes and resume cover letters must be able to;Cut the clutter;Catch the eye;Sell your skills, Strengths and success ;Direct the reader your way;Get you to the next step; 14、 、content format of a resume cover:content format of a resume cover: the resume cover should follow the basic content format of a typical business letter and should include three general issues:first paragraph——why you are writing;middle paragraph——what you have to offer ;concluding paragraph——how you will follow; 15 、Top 10 resume tips:A page or two to land you a job or an least an interview; Fundamentals do exist;Customization is critical ;Reveal enough to excite;A resume is 99% of the time read by a stranger;Once your basic content is ready;Reevaluate choice of words, sentence structure and language;Spell check,;When you are presenting hard copies of your resume, make sure you use quality stationery ;Keep copies of he carious customized versions of your resume、; 16 、Essential contents of resumes:Good resume having been to bine fact with fantasy、 By fact, it means that details provided in resume have been as accurate as possible、 By fantasy, it means that the resume is really a representation of you, where you cannot be present、 And it must incorporate 7 points: full mane, objective, contact
information, qualification, work experience, achievements and date、 17、 、得 便函总体结构得4 要素:Planning;Organization;Writing and revising;Feedback and continual improvement; speed writing and shorthand writing training:To take school/lecture notes as your writing petence;To use shorthand to enhance your writing speed、;To develop your own shorthand for spoken information recording、;Use the puter program to facilitate your notetaking job ; 18、 、 沟通过程中得倾听与讲述 :Listing;Face the speaker and maintain eye contact;Focus on content, not delivery;Stay active;Be flexible ;Avoid emotional involvement;Empathy and rapport;Advise properly;Be ready for international munication; 19 、munication climate:1 、In an open munication climate,people perceive munication more accurately and are more willing to municate honestly、Advantage :observational、 Problemsolving、 Youoriented 、 Equal、 Flexible、 Clear objectives、
Supportive
2、Closed munication climates, on the other hand, discourage munication、 They give people the feeling that they are being judged and criticized
Disadvantage: judgmental 、 Manipulative 3、Longterm organizational success requires that all employees believe that they can express their observations and criticisms to others in the organization,regardless of rank、 20 、interpersonal conflict:Defensive attitudes;Supportive attitudes ;Problems in conflict management;Conflict management by management;speak your mind and
heart;listen well;express strong feelings appropriately;remain rational for as long as you can;review what has been said;learn to give and take;Avoid all harmful statements; 21、 、improving small group munication:1、Advantage and disadvantages of groups Group decisions result in greater acceptance of the solution than would be obtained without group participation、 2、Importance of ideas No group leader can afford to be an "idea killer"、 3、Purpose, planning and organization specifically, the leader is responsible for the following Notify every one of the time, place, and purpose of each meeting;Stick to the problem;Encourage contributions;Reinforce points of agreement;Adjourn on time;Ensure adequate followup by;a ) Providing for a written recordb ) Encourage appropriate further action
4、 The meeting
Which are designed to ensure the following:Equal rights for all;Rule of the majority;Rights of the minority;Discussion of one item at a time; 22 、strategic planning process:getting ready;articulating mission and vision; assessing the situation;developing strategies,objectives and goals;pleting the written plan; 23、 、求 战略计划得基本要求 writing a strategic plan 、A good strategic plan should:serve as framework for decisionmarking for managers at all levels;Form a basis for more detailed operational plans and procedures;Explain the business to others in order to inform ,instruct ,motivate, and involve;Assist benchmarking and
performance monitoring;Inspire and stimulate change and innovation; A sound strategic plan should include the elements of vision ,mission, values, objective ,strategies, goals ,and programs、 24、 、documented procedures needed:To cause people to act in a uniform way and so make processes predictable;To provide freedom for management and staff to maximize their contribution to the business;To provide legitimacy and authority for the deeds needed ;To make responsibility clear and to create the conditions of selfcontrol;To provide coordination for interdepartmental action、;To improve munication and to provide consistency and predictability in carrying our repetitive tasks、;To encourage the people involved into thinking a problem through;To minimize variance and eliminate bottlenecks;To provide auditable criteria for execution against authorized practice; 25、 、同 标准操作程序与工作指南得异同SOPs WIs SOPs:1、Purpose: For managerial control 2、Scope/Interface: For managers and supervisors, crossfunctional, departmental interface 3、Definitions: More conceptual/ human relation, less technical 4、Responsibility: More managerial 5、Procedural steps: More flexible 6、Input: Stationery, puter, desk, etc、 Need not to be listed 7、Output: Ideas, plan, analysis, process, etc 8、Directions: More general, abstract 9、Visual aids: less 10、Reference material: More managerial&human 11、Level of safety : Lower, need not to be listed
WIs:1、Purpose: For operating control or specific job 2、Scope/Interface: For operators or rank &file, technical interface
3、Definitions: More technical, less
conceptual 4、Responsibility: ore technical 5、Procedural steps: More fixed
6、Input: Material & equipment、 Must be listed 7、Output: Physical products and service 8、Directions: More specific, concrete 9、Visual aids: more 10、Reference material : More industryand pany specific 11、Level of safety :Higher,must be clearly spelled out 26、 、 商务计划得意义:Business planning:Business planning is a managerial process that helps the organization venture into a new business、It involves managersˊ time, effort and talent to develop various subplans at all levels in a pany、
27 、business planning process:Define the Mission;Conduct a Situation or SWOT Analysis;Set goals and Objectives;Develop Related Strategies;Monitor the Plan; 28、 、 计划书得写作技能与方法/ 计划书在商务管理中得地位及功能/ 商务计划书素 得基本要素 elements of a business plan:Cover Page:identifies you and your business, and dates the plan;Table of Contents:makes it easy for readers to find particular item description;Executive Summary:provides a highlevel overview of
the entire plan that emphasizes the ;facters that you believe will lead to success;Business Backgrand:information of the pany;Maketing Plan: SWOT analysis;Financial Projection:how much does this plan will cost;Action Plan:shows how operational the plan is;Appendix: supplementary material that is collected and appended at the back of this plan; 29、 、 商务提案得成功要素(7 个)winning elements of a business proposal:①、Problem:you must demonstrate that you clearly understang thei business problems,issues,needs,opportunities,or values ②、Solutions:after you have written a
lead paragragh on the pany’s needs aand problems,follow up with a solid presentations of how your business can provide solutions ③、Benefits:all winning business proposals clearly outline for the pany the benefits to be gained from doing business with you ④、Credibility:this is often the overlooked portion of a business proposal but all winning proposals glow with credibility⑤、Samples:a business proposals with samples and evidence of your ability to deliver is vital to gaining the winning bid、 A small sample of your wok can show your ability to do the job ,and can help your potential customer answer some questions ⑥、Targeted: a winning business proposals is all about munications、speak and write in a language used by your intended audience ⑦、Personlazation:you have to give your potential custumer an proposh which includetheir names and their pany’sname 30、 、素 商务报告式提案得构成要素 feasibility of the proposed project: 1Introduction 、 2Background information、、3Benetits of the proposal project、 4Method,procedure,theory、 5Schedule、 6Qualifications、 7Costs,resources require、 8Conclusion,special project 31、 、 内部提案得写作要求(10 点)internal proposals:Problem;
Purpose、;
Adudience;
Message;
Research;
Objectivity;
Style;
Order;
Implementation;
As a side note; 32、 、 正式商务报告得结构形式:Prefatory Parts;Cover;Title Fly;Tiltle Page;Letter of Authorization;Letter of Acceptance;Letter of Transmittal;Contents;Abstract;Body of the Report;Introduction;Text;Summary;Conclusions;Remendations;Supplemental Parts;Appendix;Bibliography;
33、 、径 收集数据、信息得途径gathering information :Scondary Sources;Primary Sources;Experimentation;Observation;SurveysA)RandomSampling B)StratifiedRandomSampling C)Systematic Sampling ;QuestionnairesA)Eitheror
B)Checklist
C)Multiplechoice
D)Ranking;Questionnaire;Guidelines;Personal Interviews and Focus Groups;Telephone Interviews
; 34、 、 信息收集在写作环节中得重要地位:You will need to research all the information sources available in preparing the report so that you can make decisions about which sources would be most appropriate、 35、 、得 撰写商务报告得6 个步骤或环节:Title Page ;Letter of Authorization;Letter of Transmittal;Table of Contents ; Table of Illustrations ;Abstract ;Executive Summary; 36、 、得 商务报告得 6 条质量要求标准 Report Quality:Accurate,Reliable and Objective;Guidelines for Writing a Quality Report;Identifyfor your reader and for yourself statements of fact,inferences and based on face,and value judgment;Use accurate,reliable and objective sources;Use analogies and parisons to explain and illustrate,but not to prove;Examine all cause—effect statements for pleteness and accuracy;Be specific ;Provide adequate documentation; 商务报告得总体结构形式 general structure for reports:Pace ; Lead ;Blend Outes;Motivate; 37、 、 合同免责得原因, 情形:escape from contract:Mutual or unilateral mistake as to a basic assumption upon which the contract was made;Misrepresentation of facts inducing one of the parties to enter the contact;Duress inducing one of the parties to enter the contact;Lack of capacity to contract (such as infancy ,influence of
drugs,alcohol or mental illness);Unconscionability;Vilolation of a public policy;Absence of a writing evidencing formation of the contract if the contract laws and government regulations require such a writing;Performance of the contracts bees impossible or extremely difficult or costly by virtue of events occurring after the contract is formed;The principle purpose of the contract is substantially frustrated by virtue of events occurring after the contract is formed; 38 动 签约前活动 contracting activities before signing:Delegation,contract plan,negotiation,contractdrafting,and review and approval 39、 、动 签约后活动 contracting activities after signing:Execution,review and monitor,munication and correspondence,customer plaint handling,filing,closeout 40、 、单 合同清单contract checklist:①Names and addresses of all parties involved,and place of entering into this agreement,②A short description and mission statement of all concerned parties③a statement summarizing the desired role of the contracted party④a classification of the business relationship⑤a detailed description of what each party promises to provide⑥a timetable of when the work is to be performed or the products to be delivered or sold;⑦location of when the work is to be performed⑧the duration of the contract⑨payment method and schedule⑩ opportunities for increases in financial remuneration 11 insurance coverage provided and required 12,guarantees 13,fianancial obligations of the contracted party 14 conditions for termination of the agreement 15 guidelines for transfer of the contract16who retains custody of the client 17 arbitration 18who is responsible for legal fees if a breach of contract occurs19the location and contact to send munications regardingthe contract
20 signature lines and date the contract is signed 41 、Agenda :sometimes called an order of business, is a list of topic arranged in the order they are to be discussed at a meeting、 42 、Minutes:are the official record of a meeting、 The format may vary from organization to organization to organization, but the content and order are standard、 43 、An itinerary: is a bination of travel and appointment schedules、
