沟通技巧英文版Communication SkillsWord文档格式.docx

沟通技巧英文版Communication SkillsWord文档格式.docx

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Bibliography........................131

Index..............................135

1

INTRODUCTION

Communicationisavitalpartofourdailyroutines.

Wesitinschoolandlistentoteachers.We

readbooksandmagazines.Wetalktofriends,watch

television,andcommunicateovertheInternet.

Theworkplaceisnodifferent.Expertstellusthat

70–80percentofourworkingtimeisspentinsome

kindofcommunication.We’rereadingandwriting

memos,listeningtoourcoworkers,orhavingone-toone

conversationswithoursupervisors.

Communicationinvolvesatleasttwopeople:

the

senderandthereceiver.Inthisbook,we’lllookat

fourtypesofcommunicationbetweensendersand

receivers:

writing,speaking,listening,andconducting

meetings.Eachoneisimportanttoyoursuccess

intheworkplace.

Forexample,apoorlywrittencoverlettercanprevent

youfrombeinghiredforajob.Ontheother

hand,theabilitytowriteeffectivelyandmakeclear

presentationscanmakethedifferencebetweenyour

beingpromotedorbeingleftbehind.AsKenMatejka

andDianeRamosexplainintheirbookHook‘Em:

SpeakingandWritingtoCatchandKeepaBusiness

Audience,“Youneedeffective,persuasivecommunication

skillsforcareeradvancement.”

2CommunicationSkills

Communicationskillsareespeciallyimportantwhencollaboratingwithaclassmateona

project.（Corbis）

Acommunicationskillthat’softenoverlookedis

listening.Yetrecentsurveystellusthatwespend45

percentofourtimelistening.Dowelistencarefully

towhatpeoplearetellingus?

Accordingtoonestudy,

wehearonlyonequarterofwhat’sbeingsaid.The

restofthetimewe’redaydreamingorjusttunedout

completely.

Onesalesmanagerinaprintingcompanytellsthe

storyofneedingajobrushedthroughin24hoursso

hisbestcustomercouldhaveitontime.Hegave

carefulinstructionsabouttheprojecttotheproduction

supervisor.Butbeforehecouldfinish,thesupervisor

hadalreadystoppedlistening.Heassumedthat

Introduction3

HOWWESPENDOUR

COMMUNICATIONTIME

writing9%

reading16%

talking30%

listening45%

thecustomerwantedthejobthreedayslater,which

wastheusualdeadlineformostoftheseprojects.

Whenthesalesmanagerwenttopickupthejobthe

nextday,itwasn’tready.Asaresult,healmostlost

thecustomer.Unfortunately,storiesliketheseare

commoninmanyorganizations.

Listening,writing,andspeakingareallskillswe

useinmeetings.Today,meetingsareacommon

methodformakingdecisions.Moreandmorework

isdonebyteamsofpeoplewhocomefromdifferent

areasofacompany.Theyaccomplishmanyoftheir

tasksinteammeetings.Inthesesituations,wemust

beabletospeakandwriteclearlysootherscan

understandusandlistencarefullytowhattheysay.

Sadly,wewastemanyhoursinmeetingsbecauseof

poorcommunication.Astudybyoneuniversityestimated

that$37billionislostannuallythrough

unproductivemeetings.

FACT

ArecentsurveybyBetaResearchCorp.,on

behalfoftheNewYorkTimes,askedseveral

hundredhiringmanagerstonamethemost

importantbehaviorsthatjobseekersshould

demonstrateduringaninterview.“Effective

communicationskills”and“confidenceintheir

abilities”toppedthemanagers’lists.

Listening,

writing,and

speakingare

allskillsweuse

inmeetings.

4CommunicationSkills

Whetheryou’rewriting,listening,speaking,or

attendingmeetings,communicationskillsarecritical

toyoursuccessintheworkplace.Inthisbook,we’ll

lookatsomeoftheskillsthatwillenableyourcommunications

tobemoresuccessful.Theseinclude:

Understandingthepurposeofa

communication

Analyzingtheaudience

Communicatingwithwordsaswellaswith

bodylanguage

Givingeachcommunicationgreaterimpact

Introduction5

WRITINGWITH

APURPOSE

Jill’sbossaskedhertowriteamemoonaschool-towork

program.ThecompanywhereJillworkedwas

aleaderinthecomputersoftwarefield.Aschool-towork

programwouldgiveyoungpeopleinschoola

chancetobeemployedparttimeandtolearnthe

softwarebusiness.Iftheirworkwasgood,thecompany

mighthirethemforfull-timejobsafterthey

graduated.

“Keepthememoshort,”Jill’sbosstoldher.“And

sticktothepoint.”

Jillwassupposedtoexplainthetypeofprogramher

companyshouldstart.Shesatdown