山东农业大学选修课商务英语沟通与技巧考试题答案

Chapter 1

1. Four levels of communication:

Intrapersonal Communication. This is the way in which individuals process information based on their own life experiences.

Interpersonal Communication. This level of communication takes place primarily when two people are involved in the process.

Group Communication. A group consists of more than two people, do does a committee, a club, or all the students enrolled in a class.

Organization Communication. This level of communication arises when groups discover that they are unable to accomplish their goals without some kind of organization.

https://www.360docs.net/doc/c017490644.html,munication Flow in organization

Downward Communication. This flows from superior to subordinate, from policy makers to operating personnel, or from top to bottom on the organization chart.

Upward communication. This flow of organization contains risks. Upward communication is the feedback to downward communication.

Horizontal or Lateral Communication . This is used to describe exchanges between organizational units on the same hierarchical level.

Chapter 2

1.Critical thinking is the process of finding interpreting and integrating and evaluating information .

2.Deduction:The formal process of reasoning was expressed in structures and rules early in the teaching of the ancient rhetoricians and philosophers. This is called deduction. They devised careful systems to lead speakers thinkers and listeners from premises to conclusion. The most popular and seemingly simple form was the syllogism, which consists three parts the major premise,the minor premise and the conclusion.

3.Induction:This shows how most of us think. It is the drawing of conclusions on the basis of a review of the evidence. It tells what is likely to be true on the basis of the weight of the evidence.

4.Criteria:

5.Evaluating information includes four parts:

1)Premises are the general statement that precede conclusions.

2)Consistency means the information in the premise must agree with the known world and within itself.

3)Completeness requires that you account for the information that you have.

4)Coherence means that you evaluate messages partly on the care and precision that are used to express them. Chapter 3

P49:Enumerate at least 5 bad listening habits and practices and explain each.

1. Rushing the speaker and making him feel he is wasting the listener’s time.

2. Interrupting the speaker.

3. Not looking at the speaker.

4. Getting ahead of the speaker (finishing her thoughts).

5. Not responding to the speaker’s requests.

6. Showing interest in something other than what the speaker is saying.

7. Saying ―Yes, but . . .,‖ as if the listener’s mind is made up.

8. Topping the speaker’s story with ―That reminds me .‖

9. Forgetting what was talked about previously.

10. Asking too many questions about details.

What’s listening? Listening is the process of hearing and interpreting a message

What's hearing？

Hearing is the passive and physical process of listening.

Hearing is what happens when a message vibrates our eardrum and causes a signal to move to the brain.We may hear a sp eaker’s words but may not understand their meaning.

Hearing may be impacted by outside elements that impact our ability to hear such as noise, physical diversions or technological diversions.

Listening Process : Hearing the speaker Attending to the speaker Understanding the speaker Tips for effective Listening

1.cut distractions

2.Get in touch with speaker

3.Show interest

4.Don’t interrupt

5.Ask reflective questions

https://www.360docs.net/doc/c017490644.html,e prompts to direct

Hearing the speaker

Information channel –speaker’s subject

1.V erbal channel – Words used by the speaker

2.V ocal channel – tone of voice associated with the words

3.Body channel – body movements and gestures

4.Graphic channel – pictures, charts, etc.

Attending to the speaker

1)Maintain eye contact with the speaker 80% of the time

2)Provide continuous feedback to the speaker

3)Periodically restate what you heard the speaker say

4)Free your mind of all other thoughts

5)Move periodically to the understanding step to ensure that the information passed has been adequately

understood

Understanding the speaker

Four types of listening and their impact on understanding:

1. Discriminative listening

2. Comprehensive listening

3. Critical listening

4.Appreciative, or enjoyment listening

How to Listen

Nature gave people two ears but only one tongue, which is a gentle guide that they should listen more than they talk.

Listening requires two ears, one for meaning and one for feeling.

Decision makers who do not listen have less information for making sound decisions.

T en Misconceptions About Listening

List1. Listening is a matter of intelligence.

Fact: Careful listening is a learned behaviour.

2. Speaking is a more important part of the communication process than listening.

Fact: Speaking and listening are equally important.

3. Listening is easy and requires little energy.

Fact: Active listeners undergo the same physiological changes as a person jogging.

4. Listening is an automatic reflex.

Fact: Listening is a conscious, selective process; hearing is an involuntary act.

5. Speakers are able to command listening.

Fact: Speakers cannot make a person really listen.

6. Hearing ability determines listening ability.

Fact: Listening happens mentally –between the ears.

7. Speakers are totally responsible for communication success.

Fact: Communication is a two-way street.

8. Listening is only a matter of understanding a speaker’s words.

Fact: Nonverbal signals also help listeners gain understanding.

9. Daily practice eliminates the need for listening training.

Fact:Without effective listening training, most practice merely reinforces negative behaviours.

10. Competence in listening develops naturally.

Fact: Untrained people listen at only 25 percent efficiency.

Chapter 4 Effective speaking

1、What are the general objectives of effective speaking?

1. To persuade or sell

2. To teach

3. To stimulate thought

4. To inform

5. To entertain

Whatever your general objective is, you always need to try and entertain your audience. It does mean that the material must be put over in such a way that it is interesting and people want to listen.

2、Visual aids: Y ou can use visual aids to complement your talk, such as slides, flip chart, models, films and videos.

3、The importance of using visual aids

1)They break the whole thing up, which is extremely useful in longer talks.

2)They are visual—a different activity for the audience from passive listening.

3)They can help illustrate complex information in a simplified way.

Chapter 5 Letter Writing

1、Letter writing is a skill which requires a blend of common sense, patience and an understanding of people. It

is essential that letters we send out are of a high standard. They need to communicate to the reader.

2、principles of letter writing:

课件：7Cs：Consideration体谅Courtesy礼貌Clarity清楚Conciseness简洁Concreteness具体Correctness正确Completeness完整

课本P78 ：ABC

Accurate：Facts should be correct, complete and relevant. Accuracy depends on accurate facts.

Brief: In other words, keep it short.

Clear: It means quick, efficient reading without having to stop and check obstacles along the way.

3、two types of layout

缩行式Semi-indented style 齐头式block style

4、P82课本课后题6

Dear Mr. Justin,

Thank you for your letter. I am sorry to hear that your electric blanket doesn’t work. However, we can not provide you with a new one. Although the washing instructions that were attached to the blanket stipulated that it be tumble washed(干洗), and it had apparently been squeezed; besides, the guarantee has expired anyway. It was not for two years of use; rather, it was for two years from the date it was purchased by a consumer. So, the blanket is to be returned.

Y ours sincerely,

Chapter 6

1.What are the functions of report writing ?

(1)Communicator of ideas or information ;

(2)Influence on decision-making;

(3)Initiator of action ;

(4)Powerful persuader.

2.What is a Report?

1)A highly-structured written presentation which gives:

2)A response to specific formal request

3)An account of something

4)An answer to a question

5)A solution to a problem

3.Major categories:

a)Feasibility reports

b)Comparative reports

c)Evaluation reports

d)Project reports

e)Routine reports

The ultimate purpose of any report is to provide the foundation for decisions to be made and ac tions taken.

4.The report-writing process

First, be sure of the T erms of reference of the report you are writing.

Y our terms of reference will be stated using:The purpose of this report is to... investigate, evaluate

The objective of this report is to...recommend, analyze,

The aim of this report is to...feedback, estimate, etc

Next, write the main body of the report, the Findings, Conclusions and Recommendations.

The difference between Findings and ConclusionsFindings can be collected without human help, but conclusions can be made only by humans.Conclusions are interpreted findings.

Lastly, write the executive summary.

The purpose is to present the main body of the report in summarized form so that the main facts can be digested quickly if the reader is in too much of a hurry to read the whole report.

Be noted:Statistics are not quoted –these should be left to the findings. Use expressions such as: by and large, the vast majority, only a few, etc instead of figures.The present tense is used–this is because the report already exists. So not“this report will show…”but “this report shows…”

5.Proof reading

Is the process logical?

Have I fulfilled the terms of reference?

If so, is this reflected in the conclusions?

Have I described exactly what I did?

Are recommendations necessary?

If so, do my recommendations follow the conclusions?

Language & Style

*Is all terminology clear to the reader? *Is the writing style formal / neutral?

Format

*Are the findings well presented? *Is the numbering system consistent?

Chapter 7

Resume: A brief account of one's professional or work experience and qualifications, often submitted with an employment application.

Resume writing主要内容:

1. Personal data个人信息(/Personal Information)

2. Objective求职意向(/Summary/ Overview/ Profile):It tells the reader what you're looking for and explains why you're qualified for the job

3. Education教育背景(/Education and Training): List degree(s) and University. It may include: major/minor, grade point average, study abroad, senior thesis, research, or major project.

4. Experience工作经历(/Professional Experience/ Work Experience/ Employment/ Work History): Include internships, part-time, and summer work; List position, organization, location, and timeframe; Detail skills used, responsibilities, and accomplishments

5. Honors and A wards奖励荣誉(/A wards and Commendations )

6. Qualifications资格证书(/Certificates/ Licenses)

7. Additional Skills技术才干(Professional Skills/ Skills and Abilities/ Computer Skills/ Language Proficiency) 9. Personal Interests兴趣爱好(/Interests and Hobbies /Interests ): Use Noun phrases or adj. phrases to list the personal interests.

10. References备询人: They are available upon request.

Steps of Writing a Resume:

T o collect and review information about yourself

to organize the information you have gathered into categories

T o choose a style

Take time to prepare the best résuméyou can. Have a friend proofread your résuméto catch any mistakes you may have missed.

T o format

The types of resume layout :

1. One-column Resume Layout : With this layout, your objective or skills summary, job history, and education are listed

one after the other down the page, in blocks. All lines are left-justified.

2.Two-column Resume Layout : This layout gets a bit more creative and consists of headings in the far left column, such

as Skills, Employment History, etc., and the corresponding bullets or paragraphs in the right column.

3.Left-aligned Resume Layout : With this layout, all of your headings and corresponding bullets are left-aligned

underneath each other. This can give a nice, clean look to a short resume, especially.

4.Center-aligned Resume Layout Although centered text can be hard to read, with the right use of formatting and other

layout features, this layout can create an elegant resume for certain purposes.

5.Indented Resume Layout : This design features left-aligned headings, with indented paragraphs and bullets beneath

them. While fairly traditional in appeal, it does convey a slightly more updated feel.

Chapter8

P153:An effective application letter should accomplish three things:

1.Introduce yourself and your reason for writing.The paragraph needs to grab the hiring manager’s

attention.Say exactly why you have sent your resume.

2.Sell yourself.In the second part of the letter,atate the skills you bring to the table that will specifically meet

the empoyer’s needs.there is no need to go into great detail;your resume should take care of that.

3.Make a plan Close the letter by indicating what you would like to happennext.Don’t leave the ball in the

empoyer’s court;take action.

Chapter 9

T ypes of interview

1. Behavioural interview (行为面试)

It takes about 30-90 mins Give some examples and deep analysis Give details and supporting materials

Actually, questions asked in behavioral interview have got some testing points, either to test the team spirit, the leading ability or the creativity. And these testing points can be easily found from the key words in the questions. and in order to answer the questions, it is suggested that you apply the description method of ― What S-T-A-R key words‖ PS; 行为面试通常考察四种能力和素质：（1）领导能力(Leadership)：面试官往往会希望你举例来说明你的领导能力。常见的问题是：―请举例说明你领导一个团队完成了一个项目并且获得了成功。‖

（2）创新能力(Creativity)：常见的问题：―请举例说明你的一个创意对于一件事情的成功起了决定因素。‖

（3）团队合作能力(Teamwork)：常见的问题是：―请举例说明你通过在团队中协同合作最后完成一个项目。‖

（4）解决问题能力(Problem Solving)：常见的问题：―请举例说明你是如何解决一个棘手的问题的。‖

2. A group interview

A group interview is designed to see how you interact with others. Prospective candidates are gathered together for an informal discussion about some topic. The job seekers who shine at this kind of interview will be asked back for a personal interview.

PS; How to shine in a group interview ?

There are mainly two types of questions: creative / problem-solving questions

1) active talking is better than creative ideas

2) to talk your ideas bravely (make a summary, and set another topic)

3) effective communication

4) take notes and make some supplements

5) be clear and confident

6) be concentrated and avoid unacceptable non-verbal behaviors.

3. One to one interview

The one to one interview occurs after you have already convinced your prospective employer that you have the skills and education necessary for the job. This might have been established because of the excellence of your CV and covering letter. In addition there may have been a telephone interview where you impressed them enough to proceed to this stage.

As for the interviewer,All questions asked are to achieve the three purposes: Capability, Motivation, Outstanding personality Apply the “URBAN” rules:

Unique: do remember to talk about some special experience or abilities.

Relevance：talk something relevant to the position

Bonding ：talk something in accordance with the corporate culture.

Arousing：full of passion

Neat：be clear and make yourself easy to be understood.

Chapter 10

P213:Three stages to effective message taking:

Being prepared. At the outset, it must be said that offering to take a message is the lowest form of help.

Taking the message. If we take down any information like telephone numbers, names and so on, we should repeat them to the caller to make sure they are correct.

Making sure the message is actioned. It is important to leave it in a prominent place where it will be seen. Chapter11

Impromptu Speech : is delivered with little or no immediate preparation.

Key to Success: 1.Precise thought 2.Clear organization 3.A fund of knowledge

Chapter12

Central Processing Unit (CPU)

The brain of the computer, is the circuitry that allows the computer to process data.The CPU also contains silicon chips that serve as memory;they retain the information that is entered into the computer for use later

Keyboard It is connected to the CPU by a cable and is used to place information into the CPU. This task is called inputting. Monitor The screen by which the operator can monitor the information into the computer and the results of the computer and the results of the computer’s manipulation of that information.

A brand is a name, sign, symbol, slogan or anything that is used to identify and distinguish a specific product, service, or business.

What do you think a company should...