1、名词解释写作目的(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) 写作修改的3个步骤(three distinct stages of revision: adding on; moving around;
2、 cutting out)管理沟通(managerial communication) 组织沟通(organizational communication) 人际关系与团队建设(human relationships and team building) 销售沟通(sales communication) 商务文件(business documentation) 国际交流（跨文化交际）(international communication/ intercultural communication)表达式写作(expressive writing) 沟通式写作(communicative wr
3、iting) 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 rsum) 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(follow-up letter) 致谢信函(thank-you letter) 谢绝工作回复(job rejection letter) 接受
4、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(common rsum formats)：按年月顺序(chronological rsum format) 按任职顺序(functional rsum format) 复合式(combination rsum 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 m
5、essages)商务便函的特征（8C）：清晰性（clarity）正确性（correctness）具体性（concreteness）完整性（completeness）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) 信件和信封格式(styles of letter and envelop)会议纪要(minutes) 逐字记录(v
6、erbatim 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 following-up)会议后续工作(follow-up activities) 后续文案职责(accountability of follow-ups)书面发言写作
7、策略(writing strategies for business presentation) 书面发言的材料组织(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)人际沟通的功能(functions of interpersonal communication) 人际沟通的目的(purpose of interpersonal communication) 人际沟通的4个阶段(fou
8、r general stages in interpersonal communication)团队的特征(group characteristics) 团队的角色(group roles) 团队影响力(group influence) 沟通结构(communication 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) 业务流程的构成要素（15个）(content of procedures) 业务流程
9、的版式及内容(format of a procedure)商务文件的层次结构（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)
10、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 pr
11、oposal) 招标提案(solicited proposal) 非招标提案(unsolicited proposal)提案写作的简单模式(simple form for proposal writing) 提案写作的复杂模式(detailed form for proposal writing) 外部提案的结构要素（6个）(elements of the external proposal: introduction; problem identified and defined; objective & goal set; solutions proposed; implementatio
12、n & measuring; costs and timeframe estimated) 内部提案模式的内容版式(content format of internal proposal)征集提案(Request for Proposal, RFP) 征集启示的基本要素(basic components 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
13、 lists)图表辅助功能(graphic aids) 标题的功能(headings)协议的本质(essence of a deal) 合同的修订(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(co
14、ntract 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Contra
15、cts 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Trading-trust contracts行纪合同Brokerage contracts居间合同大题1，8C 1Clarity：keep it short；keep it simple；avoid ambiguity；write in the active vo
16、ice；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
17、 agree with Each Other, Not with a Word That Comes between Them；To join two independent clauses, Use a comma 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 construct
18、ions；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；dont change verbs into nouns；avoid unnecessary double negative；avoid noun strings；take a stand；keep acronyms under control；4.Co
19、mpleteness：make it complete by constructing a longer paragraph； use the who-does-what order and avoid padding；provide a clear message；avoid incomplete question；avoid fragment in writing；take an overall view；5.Consideration：write from the you perspective；emphasize the positive；handle the customers co
20、mplaint specifically；interact with the addressee in a conversational tone；avoid using inflated language；avoid using quasi-legalisms；use personal reference；use conrractions；6.Courtesy：show respect；show appreciation；avoid the problem of gender；write professionally ；7.Conciseness：eliminatethe filler；om
21、it repetitive wording；replace circumlocutions with direct expressions；use short words；avoid using old fashioned expessions；8.Coherence2，Message that Negotiate:1.counter-proposals:counterproposals have two objectives: first, you want to show the reader that his or her original proposal is not fully a
22、cceptable, and ,second , you want to persuade the reader to accept your counterproposals.2.nonnegotiable plex messages3.Types of meetings: 1.Sharing information and monitoring 2.decision making and problem solving3.creative/idea-generating4.legislative/administrative5.advisory 6.social and ceremonia
23、l4.Minutescontent format: 1.main heading 2.time and venue 3.attendance 4.chairperson 5.agenda 6.subtitles 7.record keeper/minutes taker5.Functions of interpersonal communication:1) Gaining and giving information 2) Building a context of understanding 3) Establishing identity 4) Interpersonal needs6.
24、The dyadic life cycle：the initial stage；the formative stage；the mature stage；the severance stage7.Presentation types：purpose, audience and methods8.Writing strategies for business presentation: 1.Choosing a right topic with a clear purpose 2.Adapting your messages to the listeners 3.Using explicit t
25、ransitions 4.Using concrete words and visuals 5.Presenting novel ideas 6.Making analogies 7. Quotations 8.Story-telling 9.Plotting conflict 10. Cutting in humor 11. Keep the material in good taste 12. Allowing for redundancy9.书面发言注意事项:1.begin with a topic sentence2.limit the number of major points y
26、ou want to make to 3-4 . 3.recap your ideas or main pointPresentation preparing:1.write a script, practice it, and keeo it around for quick-reference 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
27、 during your presentation 4.write a full script and read from it.10.商务沟通基础：Business communication 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, m
28、arketing ,economics ,and information technology.11.Purpose of the writer：1,Expressive writing: it is personal and informal, employed to encourage comprehension and reflection on the part of writer. 2,Communicative writing: it presupposes that the writer already considerable knowledge and understandi
29、ng of the topic, and is writing to inform or to persuade a reader.12.附件说明信函的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.co
30、ntent 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 paragraphwhy you are writing；middle paragraphwhat you have to offer ；concluding paragraphhow you will fo
31、llow；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；Sp
32、ell 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 combine fact with fantasy. By fact, it means that details provided in resume
33、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.便函总体结构的4要素：Planning；Organizati
34、on；Writing and revising；Feedback and continual improvement；speed writing and shorthand writing training：To take school/lecture notes as your writing competence；To use shorthand to enhance your writing speed.；To develop your own shorthand for spoken information recording.；Use the computer program to
35、facilitate your note-taking job ；18.沟通过程中的倾听与讲述 ：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 communication；munication climate：1.In an open communic
36、ation climate,people perceive communication more accurately and are more willing to communicate honestly.Advantage ：observational. Problem-solving. You-oriented . Equal. Flexible. Clear objectives. Supportive 2.Closed communication climates, on the other hand, discourage communication. They give peo
37、ple the feeling that they are being judged and criticized Disadvantage： judgmental . Manipulative 3.Long-term 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：
38、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
39、；21.improving small group communication：1.Advantage and disadvantages of groupsGroup 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 s
40、pecifically, the leader is responsible for the followingNotify 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 follow-up by；a ) Providing for a written recordb ) Encourage appropriate
41、 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,objec
42、tives and goals；completing the written plan；23.战略计划的基本要求writing a strategic plan .A good strategic plan should：serve as framework for decision-marking for managers at all levels；Form a basis for more detailed operational plans and procedures；Explain the business to others in order to inform ,instruc
43、t ,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 un
44、iform 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 self-control；To provide co-ordination for inte
45、r-departmental action.；To improve communication 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 authoriz
46、ed practice；25.标准操作程序与工作指南的异同SOPs WIsSOPs：1.Purpose: For managerial control 2.Scope/Interface: For managers and supervisors, cross-functional, depart-mental interface 3.Definitions: More conceptual/ human relation, less technical 4.Responsibility: More managerial 5.Procedural steps: More flexible 6.
47、Input: Stationery, computer, 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
48、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 industry-and company specific 11.Level of safety :Higher,must be clearly spelled out26.
