跨文化商务交际第五章
跨文化交际(英语)
跨文化交际课程教学大纲一、课程的基本信息适应对象：英语专业本科四年级学生课程代码：07007926学时分配：30赋予学分：2先修课程：《普通语言学》、《英美概况》、《英美文学史》、《欧洲文化入门》后续课程：二、课程性质与任务当今世界发生的翻天覆地的变化使社会对外语人才的需求也相应提高。
近年来对交际能力的要求除听、说、读、写四种语言运用能力外，还需要具备社会文化能力，即文化素养。
《跨文化交际学》是外语专业本科四年级的任意选修课程。
它以促进学生整体素质发展为根本，注重学生在技能、知识、情感、策略和文化素质等各方面的综合发展。
作为一门新兴学科，《跨文化交际学》集社会语言学、文化语言学、语用学、翻译学、传播学、人类学、外语教学等领域的研究成果于一体，着重文化与交际过程以及文化对交际过程的影响，从而提高外语学习者对文化的敏感和跨文化交际的能力。
《跨文化交际学》除研究文化的定义与特点、交际的定义与特征以及文化与交际的关系外，着重讨论干扰交际的文化因素。
这些因素包括语言、非语言手段、社会准则、社会组织、价值观等。
其中，语言包括词语的文化内涵、篇章结构、逻辑思维以及翻译等值等方面；非语言手段包括手势、身势、服饰、音调高低、微笑、沉默、对时间与空间的不同观念等；社交准则泛指人们交往中必须遵循的各种规则以及某些风俗习惯；社会组织指家庭中各成员的关系、同事朋友关系、上下级关系等；价值观念包括人与自然的关系、宗教观念、道德标准以及人生观、世界观等。
语言是文化的载体，不同文化背景的人们从事交际势必会遇到文化差异的问题。
因此，研究跨文化交际、深入了解语言、文化与交际之间的关系，不仅对于语言研究者，而且对于将要从事外语教学、翻译和外事工作的外语专业的学生是十分必要和大有裨益的。
三、教学目的与要求同英语国家的人们用英语进行有效的交际是学习英语的重要目的之一。
然而有效的交际不仅仅是一个语言技巧问题，还涉及到许多文化因素。
本课程要求学生掌握文化的定义和特征，交际的定义和特征，影响跨文化交际活动的各种因素、跨文化交际的途径以及跨文化交际学的研究方法等。
《跨文化商务交际》课程学习大纲课程名称：跨文化商务交际课程英文
《跨文化商务交际》课程学习大纲课程名称：跨文化商务交际课程英文《跨文化商务交际》课程学习大纲课程名称: 跨文化商务交际课程英文名称:课程编码: 401022060 学时/学分: 32学时 3学分适用对象: 商务英语专业编写人: 张宁一、课程介绍《跨文化商务交际》为我国高等英语专业商务类核心课程之一。
同英语国家的人们用英语进行有效的交流是应用英语类专业教学的重要目的之一。
然而有效的交流不仅仅是一个语言技巧问题，还涉及到许多文化因素。
本课程的主旨是帮助学生解决在跨文化交际中因文化的差异而产生的种种问题。
二、课程学习目标通过本课程的学习，学生应能够认识语言、文化和交际三者之间的关系;对各类交际形式有所认识;对对象国文化有更进一步的了解,更有效地进行交流;预料和避免由于不同的文化期望而产生的误解;解释手势和其他形式的体态语;讨论有关文化适应和相容的问题。
学习目标一览表1. 掌握本课程的基础性内容，包括跨文化交际学的需求,发展简史及内涵等基本知识点的识记和理解。
知识2. 对跨文化交际理论有较系统的理解和掌握。
目标3. 能够结合本专业特点理论联系实际，透过现象把握其基本规律。
1. 通晓跨文化交流的本质、基本理论和技巧。
2. 了解文化差异产生的过程。
能力目标 3. 掌握基本的沟通方法和策略。
4. 提高英语语言运用能力和跨文化交际能力1. 培养科学、严谨的学习态度、执着探索、创新改革的科学精神。
文化素质2. 培养自身的国际视野、创新意识、跨文化交际和人际交往意识。
目标三、课程教学内容《跨文化商务交际》课程的教学内容共分为八个模块，每个模块由基础性内容、提高性内容、拓展性内容三部分构成，基础性内容是必须掌握的内容，提高性内容是在基础性内容的基础上对基本问题的探讨和梳理，拓展性内容是对所学知识的延伸性学习，是课程内容的前瞻性分析和理论延展。
第1至4章以跨文化交际学的基本理论为框架，阐述阐述交际、文化、跨文化交际等基本概念、交际与文化的关系;介绍文化差异在言语和非言语交际方面的表现;不同的文化价值观的理论划分，以及在文化层面上分析了人们在跨文化商务交际中存在的众多价值观念差异。
学堂课程在线“一带一路”沿线国家跨文化商务交际(大外)课后作业答案
“一带一路”沿线国家跨文化商务交际（大外）第一章课后作业判断题(1分)Thailand is known as “Land of Smiles”. ( )正确答案√判断题(1分)Thailand also features its abundant rivers. ( )正确答案√判断题(1分)The capital city of Thailand is Phuket. ( )正确答案×判断题(1分)Thailand’s traditional major markets have been ASEAN, the United States, and EU. ( )正确答案√判断题(1分)Thai people respect for elders thus senior colleagues are obeyed and respected in business environment. ( )正确答案√判断题(1分)Thai people prefer to do business with people they know. ( )正确答案√判断题(1分)Thiland is the only country in Southeast Asia who maintains its sovereignty along history. ( )正确答案√判断题(1分)Thai people regard a person’s head as a sacred part, whh should not be touched by anyone.( )正确答案√判断题(1分)You should not go into a Thai business partner’s house with your shoes on. ( )正确答案√判断题(1分)Informal conversations before and after business meetings are important social part in Thailand. ( )正确答案√判断题(1分)You should arrange business meetings with Thai people early in the morning. ( )正确答案×判断题(1分)It’s important to wait to be seated by you Thai host when attending business dinner in Thailand. ( )正确答案√第二章课后作业判断题(1分)Singapore is one of the smallest and most densely populated countries in the world. ( )正确答案√判断题(1分)Singapore is a country with plenty of resources and of vastly different ethnic groups. ( ) 正确答案×判断题(1分)Singaporeans attach importance on competitiveness and a strong work ethics. ( )正确答案√判断题(1分)An important value in Singaporean culture is to preserve and maintain “face”. ( )正确答案√判断题(1分)It is likely that the cultural background of your host will influence your dining experience in Singapore. ( )正确答案√判断题(1分)Men are suggested to wear long-sleeved shirts and ties in SingaporeanBusiness workplace. ( )正确答案√判断题(1分)The communication styles of Singaporeans are direct and explicit. ( )正确答案×判断题(1分)You’d better put the business card you have received in a professional case or place it on the table beside you instantly in Singapore business setting. ( )正确答案×判断题(1分)You should not be late for a business appointment in Singapore, even though Singaporeans tend to arrive late for social events. ( )正确答案√判断题(1分)Giving a gift is often regarded as a bribery in Singapore, so you have to be very cautious when doing it.正确答案√判断题(1分)When it is difficult for you to figure out all the complicated introductions in Singapore’s greeting culture, you’d better wait and see what the other person will do and follow suit. ( ) 正确答案√判断题(1分)The characteristic of Singapore’s negotiation process is fast. ( )正确答案×第三章课后作业判断题(1分)Malaysia’s official language is Malay. ( )正确答案√判断题(1分)Malaysia doesn’t have many geographical features. ( )正确答案×判断题(1分)Malaysia is a country rich in cultural diversities. ( )正确答案√判断题(1分)Malaysians expect fancy gifts from their business partners. ( )正确答案×判断题(1分)Malaysia is known as an important knot in the sea route of Silk Road. ( )正确答案√判断题(1分)Ina business setting, Malaysians prefer to ask private questions to get to know their business partners. ( )正确答案√判断题(1分)You should avoid wear yellow clothes when conducting business inMalaysia. ( )正确答案√判断题(1分)You don’t need an introduction letter when dealing business withMalaysians, because they are very approachable. ( )正确答案×判断题(1分)Business meetings and negotiations tend to be long in Malaysia due to their religious belief in fatalism. ( )正确答案√判断题(1分)You should address your Malaysian business partners according to proper titles. ( )正确答案√判断题(1分)You should avoid being too direct with your Malaysian business partners. ( )判断题(1分)Malaysia is a member country of ASEAN. ( )正确答案√第四章课后作业判断题(1分)Kazakhstan is the world’s biggest landlocked country. ( )正确答案√判断题(1分)Kazakhstan is traditionally abundant in metals, coal, and livestock products. ( )正确答案×判断题(1分)Kazakhstan has one of the world’s highest literacy rates. ( )正确答案√判断题(1分)The official language in Kazakhstan is Kazakh. ( )正确答案×判断题(1分)Kazakhstan is known as a highly energy-intensive country. ( )正确答案√判断题(1分)Family is the core value of Kazakhstan society. ( )正确答案√判断题(1分)You can also shake hands with female Kazakh business partners in working environment in Kazakhstan. ( )正确答案×判断题(1分)Food in Kazakhstan may have symbolic meangs, such as goat. ( )判断题(1分)Shoes are a very important part in Kazakhstan business dress code. ( )正确答案√判断题(1分)Kazakhs can act very aggressive while making negotiations in business meetings. ( )正确答案√判断题(1分)You should avoid arrange your meeting time with Kazakh business partners during their prayer time. ( )正确答案√判断题(1分)You should print your business card in Kazakh since Kazakh is the official language. ( )正确答案×第五章课后作业填空题(1分)The Saudi Arabia is located in____正确答案:[ "Arabian Peninsula" ]填空题(1分)The capital city of Saudi Arabia is____正确答案:[ "Riyadh" ]填空题(1分)The official currency of Saudi Arabia is ____正确答案:[ "Saudi riyal" ]填空题(1分)The official language of Saudi Arabia is____正确答案:[ "Arabic" ]填空题(1分)The religion of Saudi Arabia is____正确答案:[ "Islam" ]填空题(1分)Saudi Arabia has____natural gas reserves in the world.正确答案:[ "the sixth largest" ]判断题(1分)When dining with Saudi business partners, lamb would be a proper choice to serve as the common meat. ( )正确答案√判断题(1分)There is no need for women to wear a hijab at all times to cover their hair. ( )正确答案×判断题(1分)It would be better for you to learn a sentence or two of Arabic; it will be a sign of respect for the Arab culture. ( )正确答案√判断题(1分)According to Islam, the left hand is considered unclean and reserved for personal hygiene. Arabs traditionally use the right hand for all public functions- including shaking hands, eating, drinking and passing objects to another person. ( )正确答案√判断题(1分)Timing is not an issue, so Saudis are generally unpunctual compared to Western standards. However, you must be on time.正确答案√判断题(1分)Extravagant or expensive gifts could be given to Saudis, especially in front of others. ( )正确答案×第六章课后作业单选题(1分)UAE is a federation consists of ____ states.A 5B 6C 7D 8正确答案C单选题(1分)What are the working hours in UAE? ____A Office hours of Western style has been highly appreciated in the UAE.B Running all day long with a short break for high tea.C Some state-owned companies are only closed on Fridays.D There are two days off a week in UAE.正确答案A单选题(1分)What should you pay attention to when making appointments with Emiratis? ____A Appointments should generally be set no more than a shole week in advance.B Appointments should be reassured again one or two days before the actual meeting.C It is always suggested to be relaxed and come prepared a better appearance for appointment.D The participants of the appointment should be well taken care of.正确答案B单选题(1分)What is the Official currency in UAE? ____A EuroB CCYC SRD AED正确答案D单选题(1分)What is the attitude of Emiratis toward time? ____A They totally don’t care.B They regard relationships as the extraordinary statue.C Not flexible.D They maintain the rigid punctuality in business.正确答案B单选题(1分)How to make Business negotiations in UAE? ____A Business negotiations require mutual respect.B Just set a clear goal and strive for it all the time.C Negotiators should be friendly and rigorous.D The Emiratis cannot tolerance negative expressions.正确答案A判断题(1分)Both men and women should wear business suits that are well-fitting and stylish. ( )正确答案√判断题(1分)It is rare to see women working in a business environment, since most stay home in the traditional role taking care of the house and family. ( )正确答案×判断题(1分)According to Islam, the left hand is considered unclean and reserved for personal hygiene. Emiratis traditionally use the right hand for all public functions — including shaking hands, eating, drinking and passing objects to another person. ( )正确答案√判断题(1分)Schedules and punctuality are prior to relationships. ( )正确答案×判断题(1分)Islam is also written into civil and commercial law and affects almost every aspect of society, from personal interactions to the wider culture. ( )正确答案√判断题(1分)Oil exports, the main factor, has made the UAE becoming one of the richest countries in the Muslim world. ( )正确答案√第七章课后作业判断题(1分)India is the second-largest country in South Asia. ( )正确答案×判断题(1分)India is a Federal Union where almost all of its states carry different languages, different cultural identities. ( )正确答案√判断题(1分)The Indus Valley Empire is the last and the strongest Islamic empire in India. ( )正确答案×判断题(1分)Cows are considered sacred animals by Hindus. ( )正确答案√判断题(1分)Indian currency is Indian Rupee. ( )正确答案√判断题(1分)The hierarchical system in Indian companies is influence by traditional caste system. ( )正确答案√判断题(1分)Indians believe in fatalism so they tend to have longer business negotiations to let things come about naturally. ( )正确答案√判断题(1分)Indians are fun-loving people so when conducting business with Indians, you should act lively and humorously. ( )正确答案×判断题(1分)You can always invite your Indian business partners to a pub after business meetings. ( ) 正确答案×判断题(1分)You should avoid too passionate ways of greetings with Indians due to their religious belief. ( )正确答案√判断题(1分)You can avoid the CSR policy in India, because you are a foreign business partner. ( )正确答案×判断题(1分)40 percent fluctuation in terms of negotiation price is normal when conducting business in India. ( )正确答案√第八章课后作业判断题(1分)Russia is the largest country in the world, spanning 11 time zones and bordering 14 sovereign countries. ( )正确答案√判断题(1分)Russian culture has mainly European traditions. ( )正确答案×判断题(1分)People tend to think of “deals” in terms of equalization of interests. ( )正确答案√判断题(1分)In business, Russians are direct and don’t shy away from confrontation. ( )正确答案√判断题(1分)In a Russian business meal, toasts are made frequently throughout a meal.正确答案√判断题(1分)Businessmen in Russia usually wear light-color well-tailored suits along with the expensive shoes. ( )正确答案×判断题(1分)Russians love to engage in small talk, so they tend to hold on the phone when an agreement is made. ( )正确答案×判断题(1分)Successful businesses in Russia adapt quickly to changing circumstances.Schedules change all the time due to weather, long distances, traffic and general bad timekeeping. ( ) 正确答案√判断题(1分)People shake hands and give things across a threshold a house or room. ( )正确答案×判断题(1分)A good topic of conversation is usually the changes taking place in Russia. ( )正确答案√判断题(1分)Written word is considered more trustworthy than Verbal communication. ( )正确答案×判断题(1分)Business card in Russian is printed in English on one side and Russian on the other. ( )正确答案√第九章课后作业判断题(1分)Bigos is a very popular traditional dish in Poland. ( )正确答案√判断题(1分)The currency in Poland is Zloty. ( )正确答案√判断题(1分)Polish citizens doesn’t have a strong sense of community. ( )正确答案×判断题(1分)Asa family-centred society, Poles rely on establishing and maintaining close interpersonal relationships. ( )正确答案×判断题(1分)The most common toast is to your career. ( )正确答案×判断题(1分)Ina business meal, the most honored position is at the head of the table, with the most important guest seated immediately to the right of the host. ( )正确答案√判断题(1分)In order to give a good first impression in business community, Poles tend to wear formal clothing. ( )正确答案√判断题(1分)8．Most Poles speak only Polish in business.正确答案×判断题(1分)Important business issues must be discussed in person and frequent visits and phone calls are essential to establish the business relationship and basis for a written agreement. ( )正确答案√判断题(1分)You can use your Polish partners’ first names after two or three meetings. ( )正确答案√判断题(1分)Everyone has to be punctual in Polish business, even the people in higher positions. ( )正确答案×判断题(1分)Gifts are given at the first business meeting or upon the conclusion of any business arrangement. ( )正确答案√第十章课后作业单选题(1分)What have been the main exports? ()A Agricultural products and military equipment.B Chemical productsC Motor vehiclesD Some fruits.正确答案A单选题(1分)What are the South Africans’ attitude toward time?()A black South Africans do things a little quicker.B White South Africans do things a little slower.C They have a more formal view of time.D For white and black people living in South Africa, the concept of time and attitudes toward it vary.正确答案D单选题(1分)What we can do to facilitate the business negotiation with South Africans?()A Talking about the negotiation immediately.B We better use the phone meeting.C Building mutual trustD Learning a language other than English.正确答案C单选题(1分)What is the formal business dress code in South Africa? ()A People can wear a pair of shorts if the weather is very hot.B Women can wear a formal tight suit.C Men can wear a suit.D People can wear traditional African garment.正确答案C判断题(1分)South Africa is located at the southern tip of the continent of Africa.正确答案√判断题(1分)Language in South Africa is English and Afrikaans.正确答案√判断题(1分)Business banquets are not meant to be negotiated, but rather to talk business in a more casual setting. ( )正确答案√判断题(1分)During Ramadan, you can invite South Africans to eat together in the evening.正确答案×判断题(1分)Avoid wearing clothes that are too tight or exposed. ( )正确答案√判断题(1分)When invited to a South African’s home, it is good practice to takea gift of flowers, chocolates. ( )正确答案√判断题(1分)There is no need to worry about the language of doing business, since most South Africans involved in international business speak English.正确答案√判断题(1分)Since South Africa’s approach to deadlines is generally flexible, so there is no need to mention strict deadlines in contracts.正确答案×。
跨文化商务交际chapter_5_culture_shock
6
Case Analysis
Both the American business and Chinese businesspeople suffer from culture shock in the case above, as the business communication came to an end because of the welcome dinner offered by the Chinese. Actually neither the Chinese nor Americans were wrong from the point view of their own cultures. To the Chinese, they thought they did nothing wrong. They had to perform the duties of the host, as being warm and hospitable is a virtue which is valued by Chinese people in their traditional culture. To the Americans, they thought such a group of people would not run a business efficiently, as people are expected to focus more on the business than on over-elaborate formalities in their traditional culture.
4
Familiar signs and symbols are lost. Familiar cues are removed. All cultures are not exactly the same.
跨文化交际在国际商务中的重要性
跨文化交际在国际商务中的重要性第一章: 引言随着全球化的深入发展，国际贸易越来越繁荣。
与此同时，跨文化交际在国际商务中的重要性日益凸显。
在国际商务中，由于涉及到不同的文化背景和语言环境，跨文化交际扮演着关键的角色。
本文将介绍跨文化交际的相关概念、特点以及在国际商务中的应用。
第二章: 跨文化交际的概念和特点2.1 跨文化交际的概念跨文化交际是指在不同的文化背景和语言环境下进行的交流活动。
在跨文化交际中，不同的文化背景和语言环境会对双方的思维方式、信息处理方式、语言表达方式等方面产生影响，从而会影响跨文化交际的成功率。
2.2 跨文化交际的特点跨文化交际具有以下几个特点：1）在跨文化交际中，不同的文化背景和语言环境会对信息的传递和理解产生影响，从而容易产生误解和文化冲突。
2）跨文化交际中的成功不仅取决于语言水平的高低，还取决于双方的文化素质和文化适应能力。
3）跨文化交际需要双方具备开放的心态和较高的文化自觉性，以便更好地理解和尊重双方的文化差异。
第三章：跨文化交际在国际商务中的重要性3.1 提升商务合作的成功率在国际商务中，跨文化交际能够提升商务合作的成功率。
由于涉及到不同的文化背景和语言环境，如果没有跨文化交际的支持，容易产生误解和文化冲突，从而影响商务合作的开展。
因此，在跨文化交际的支持下，双方可以更好地理解对方的需求和要求，从而提升商务合作的成功率。
3.2 减少商务风险在国际商务中，跨文化交际能够减少商务风险。
由于不同的文化背景和语言环境的影响，容易产生误解和文化冲突，从而导致商务风险的发生。
通过跨文化交际，双方可以更好地理解对方的需求和要求，从而减少商务风险的发生。
3.3 增强国际竞争力在国际商务中，跨文化交际能够增强企业的国际竞争力。
由于涉及到不同的文化背景和语言环境，如果没有跨文化交际的支持，容易导致企业在国际市场上丧失竞争力。
因此，在跨文化交际的支持下，企业可以更好地理解和适应不同的文化背景和语言环境，从而增强企业的国际竞争力。
跨文化商务沟通ppt课件
跨文化商务沟通
1．树立正确的文化观
2．提炼不同文化的共同价值观，进行跨文化 创新
跨文化商务沟通
33
第十章 跨文化商务沟通
（四）跨文化沟通策略 1．发展双向沟通 2．努力实现文化认同 （1）文化上求同存异 （2）沟通中相互适应 （3）思维上消除定势
跨文化商务沟通
34
第十章 跨文化商务沟通
（五）跨文化商务沟通中消除文化差异劣势的 策略
特点：其管理理念具有很强的全球视野， 公司员工的民族属性被淡化，这顺应了经济全 球化和文化融合的取向，更容易被各方接受。
跨文化商务沟通
13
第十章 跨文化商务沟通 第二节 跨文化商务沟通中
的语言沟通和非语言沟通
人们的沟通沟通方式，包括语言沟通和非 语言沟通。除了语言以外，还使用非语言交际 方式，如手势、身势、眼神、面部表情、服饰、 对于时间和空间的利用等等，在这一领域，文 化同样起着重要的支配作用。
跨文化商务沟通
7
第十章 跨文化商务沟通
（五）跨文化商务沟通
跨文化商务沟通是个新的概念，是不同文 化背景的经营管理者之间的沟通。跨文化商务 沟通由跨文化、沟通和商务三个变量组合而成， 这三个变量相互作用，有机组合，产生整合效 应。
二、跨文化商务沟通的模式与特点
要做好跨文化商务沟通，可以选择的模式 主要有：
跨文化商务沟通
14
第十章 跨文化商务沟通
《商务跨文化交际》课件
了解和适应其他文化的工作 方式和商务惯例，可以提高 工作效率和成功实现商业目 标的几率。
文化差异的影响
文化差异在商务跨文化交际中起着重要的作用，涉及沟通方式、职业素养和社交礼仪。
1
职业素养
2
不同文化对职业素养的要求和期望有所不同，
如着装、礼仪和商务谈判的方式。
3
沟通方式
不同文化对沟通方式的看法和偏好可能存在 差异，需注意语言、非语言和书面沟通的差 异。
常见场景
跨国企业的日常办公、国际贸易谈判、合资企业的 运营等。
跨文化交际的意义
商务跨文化交际的重要性在于促进商业合作，打破文化障碍，并提高效率与成功率。
1 促进商务合作
2 打破文化障碍
3 提高效率与成功率
有效的跨文化交际可以建立 信任、加强合作，从而促进 商务关系发展。
帮助人们理解不同文化的价 值观、习俗和商业准则，从 而消除误解和冲突。
社交礼仪
在商务社交中，不同文化之间的社交礼仪也 存在差异，需要了解并尊重他们的文化准则。
跨文化交际的实践技巧
为了更好地进行跨文化交际，需要研究目标文化、意识自身文化差异，并提高跨文化交际能力。
研究目标文化
意识自身文化差异
提高跨文化交际能力
了解目标文化的价值观、习俗和商 务准则，以适应并尊重他们的文化。
商务跨文化交际
商务跨文化交际是在不同文化背景下进行商务交流和合作的过程。本课程将 探讨其定义、意义以及实践技巧，并通过成功案例对其进行解析。
什么是商务跨文化交际
商务跨文化交际是在全球化时代中，通过与不同文化背景的人进行沟通和合作，实现商业目标的过程。
定义
商务跨文化交际是跨越文化界限，以实现商业目标 的沟通和合作.
跨文化商务交际(窦卫霖)
①课本第三页1-Needs and Purposes for Communication•(1) survival (6) power•(2) cooperation (7)social needs•(3)personal needs (8) information•(4) relationships (9) making sense of world•(5) persuasion 劝说(10) self-expression用P4—P6 Survival、Co-operation、Personal needs. Relationships.persuasion……回答，不要求全部都写出来，但是至少要答四到五个，理解读懂还要有对这个词的解释②P6掌握交际的概念（Definition）•Communication refers to the act and process of sending and receiving messages among people.•Eg: buy computer via Internet•Communication—someone perceives behavior or its residue and attributes meaning to it.Communication has taken place regardless of whether that behavior is conscious or unconscious. Intentional or unintentional.③P10（很重要）交际的过程（the process）1. the components of communication•Message•Sender•Receiver•Channel•Noise•Feedback•Encoding/Decoding2. Models of communication•(1) the linear model•(2) the circular model•(3) the contextualized model④P14 交际的特征（Characteristics）里的黑体标题要看懂• 1. communication is dynamic 动态• 2. communication is irreversible不可撤销• 3. communication is symbolic符号性• 4. communication is systemic 系统性• 5. communication is self-reflective自我反映性• munication is interactive 交互性•7. communication is complex 复杂性⑤P22里的最后一段中影响跨文化交际的主要三个因素Language barriers，different values，different cultural patterns of behavior⑥ICC与ICBC的概念1. intercultural communication (ICC)•--interpersonal communication between members of different cultures.2. intercultural business communication (ICBC)•--communication within and between businesses that involve people from more than one culture⑦P31课后练习中的Discussion Questions的前三个问题⑧P41 关于文化的概念在这页的第五段•Culture is the total accumulation（积累）of beliefs, customs, values, behaviors, institutions （习俗）and communication patterns（样式）that are shared, learned and passed down through the generations in an identifiable group of people.⑨P42 文化的特点还要解释四个到五个• 1. culture is not innate; it is learned (e.g. sneezing)• 2. culture is transmitted from generation to generation• 3. culture is selective• 4. the facets of culture are interrelated (e.g. women’s movement)• 5. culture is ethnocentric• 6. culture is subject to change⑩P46价值观的概念（definition of value）•One’s principles or standards, one’s judgment of what is valuable or important in life • A broad tendency to prefer certain states of affairs over others. (Hofstede P46)• A conception, explicit or implicit, distinctive of an individual or characteristic of a group, of the desirable which influences the selection from available modes, means, and ends of action.⑾P45（重点）values from the core of culture• 1.values form the core of culture• 2. values are the deepest manifestations of culture and most difficult to understand by an outsider. (symbols-heroes-rituals-values, by Hofstede)⑿P48 价值观的分类• 1.universal values (e.g., happy life)• 2.cultural-specific values (e.g.. modesty for Chinese culture)• 3. peculiar expression or deviations of individuals within cultures (subjective culture)⒀P49 价值观是怎样形成的？how to get one’s value？• 1. from one’s family• 2.from school education teachers• 3. from one’s peers• 4. from society at large⒁P59（很重要）hofstede-Bond's Value Dimensions•Individualism vs. Collectivism (P.61)•Power Distance•Uncertainty Avoidance•Masculinity vs. Femininity回答这个题目时要说这个理论是谁写的，叫什么名字，理论是什么（从P60-64四个角度回答）还要解释，还要给例子，比如P62的图表。
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3.英文信函格式种类
(1)斜排式或缩行式（Indented Form）
这种排列要求信头、结束语、签名和发信人姓名都靠右或偏右， 而封内地址和称呼则靠左边。如果以上任一要素要分行排列时， 后行要比前行缩进两到三个英文字母；正文每段开始要缩进五个 英文字母。每段之间空一行。该形式讲究匀称美观，是传统的排 列模式，目前只有部分英国人喜欢使用。
四、商务信函礼仪
写信 礼仪
发信 礼仪
收信 礼仪
复信 要求
1.信的开头 和结尾
2.信封 3.措辞要求 4.书写要求 5.行文要求
1.折叠要求 2.装入要求 3.附件要求 4.邮资要求
1.尊重保密 和自由权利
2.拆信要求 3.保存要求
1.尽快回复 2.回复问题、 说明原因
五、电子邮件礼仪
注意问题： 电子邮件同样需要注意措辞。 不要“惹火”收件人。如果使用含有敌意的词句或者批
第三节 称呼礼仪
称呼，指的是人们交谈时所使用的用以表示彼此 关系的名称。有时，它也叫做“称谓”。在涉外交往 中，称呼的运用与对待交往对象的态度直接有关，对 此千万不要马虎大意，随心所欲。由于各国、各民族 语言不同，风格习惯各异，因而在称呼上差别很大， 如果称呼错了，不但会使对方不高兴，甚至还会闹出 笑话来。在比较正式的社交场合，对别人称呼不得当， 就显得有失礼貌，有时甚至对自己与他人的交际相处 带来不利影响。现在一般社交礼仪中的称呼逐渐趋向 简单化，但也更注重亲切与尊重。在商务交往中，应 重点掌握公众称谓和国际交往中的称谓。
一、电话开发客户的优点及缺点
优点及 缺点
（一）优点
1.无需见面 2.速度快捷 3.具有掩饰作用
（二）缺点
1.浪费时间 2.沟通易出现障碍 3.产生假象
二、商务电ห้องสมุดไป่ตู้礼仪
（一）拨打电话礼仪
拨打前准备
1.目的性很强 2.良好精神状 态 3.思路清晰、 要点明确 4.适宜的通 话时间
通话中要点
1.注意说话礼貌 2.注意长话短说 3.注意通话内容
通话后事项
1.记事本填 写
相关内容 2.日记中
记录活动或日期 3.向相关
人员通报 通话 内容
或递交留言条
（二）接听电话礼仪
1.接听该接的电话 2.准备好相关物品
3.保持安静环境
接听前准备
1.接听及时 2.礼貌应答 3.分清主次
接听中要点
1.记录相关内容 2.联系相关人员
3.即时留言或 口头通知
接听后事项
评的语气，很有可能惹火对方。 提前通知收件人。没有人喜欢垃圾邮件，而标题不明或
开发客户时没有预先“招呼”的电子邮件很有可能被收 件人作为垃圾邮件直接一删了之。 最好不要发送机密邮件。当今科技发达，对于一些商业 机密邮件，最好不要通过电子邮件方式发送，以免重要 信息泄露。 使用抄送功能要小心。你也许会把自己的邮件像备忘录 一样抄送给其他同事或客户，造成信息泄露。 使用附件功能要注意附件大小。附件越大，下载时间就 越长，占用对方电脑空间也越多。
三、手机电话礼仪
1.携带
1.常规位置 2.暂放位置
2.使用
1.及时接听和回电 2.长话短说、顾及他人 3.注意礼貌、潇洒大度
3.禁忌
1.遵守公共秩序 2.注意安全
第二节 商务信函
虽然目前电话、网络、移动通讯已十分普及，但 信函在表达情感、体现个性、便于珍藏等方面，具有 不可替代的特殊意义，仍是当今商务活动中重要的社 交工具。书面沟通是口头沟通、非语言沟通之外第三 种沟通形式。与口头沟通、非语言沟通相比，人类使 用书面语言的时间是非常短的，但书面语言在现代人 类生活中的重要性则比前两者要大很多，其使用频率 虽不及口头沟通，但它传播的信息量最大。国际传播 协会的调查研究显示，通过书面形式的信息通道所传 递的信息量高于面对面的交谈和电话交谈。信函常被 分为私人信件和公事书信，它们的格式基本相同，只 是在措词、用途上有所差异，商务信函更应注重书信 礼仪。
一、商务信函的优点和缺点
优点及 缺点
（一）优点
1.准确性、权威性 2.规范性 3.存档、查阅和引用 4.减少错误信息 5.作为辅助手段
（二）缺点
1.时效性 2.一致性
二、常用商务信函
（一）介绍信 （二）推荐信 （三）辞职信
三、商务信函的一般知识
1.常规要求 商务信函对印刷质量要求高，纸张也要求尽 可能使用高品质的纸张。商务信函的设计和布 局要反映商业特征——正式的还是非正式的， 老式的还是新式的等等。商务信函一般需印上 本公司的名称、地址、电话或传真号码、网页 以及电子邮箱地址等。商业信函通常不用彩色 纸张。若不清楚发送具体对象时，可用“敬启 者”之类，英文信函可用“Gentlemen”。寄 到办公室的私人信件信封上应标注“亲收”。 与外国人通信，首次回信最好按照对方来信时 的落款形式回信。
跨文化商务交际
第五章 客户开发与文化适应
LOGO
Contents
1
电话洽谈
2
商务信函
3
称呼礼仪
第一节 电话洽谈
电话是人们日常生活中最常用最常用的交流方式 之一。客户开发过程中，很多情况下就是采用电话联 系这一方式。商务运作离不开电话这一便捷的通讯工 具，一部分商务人士甚至每天一半以上的工作时间都 在打电话。电话礼仪使用频率之高可见掌握电话礼仪 非常重要。日本著名企业家松下幸之助曾说过“不管 在公司，还是在家里，凭这个人打电话的方式，就可 以基本上判断出其教养的水准。每天除了收到好多预 约讲演的信件，还接到许多邀请讲演的电话。我凭着 对方在电话里的第一句话，就可以基本决定我去还是 不去。”通过幸之助这句话，不难看出电话沟通本身 存在的优缺点。
2.语言要求
商务信函使用的语言比社交信件要正规，措 词也更为严谨，内容上力求简洁扼要。从时间 上看，可先叙旧后谈近况。细节部分应准确明 了地表达清楚，避免对方费解而产生歧义。对 对方有参考价值的数据或情报，应尽力提供； 与主题无关的闲言碎语尽量省略。表达不满的 信函，要写得委婉，有礼有节地提出意见，共 商解决方法；一旦对方更改或事情有转机、进 展，记得及时回信表示感谢。现如今，除特殊 情况，商务信函一般需打印。
（2）正排式或垂直式或齐头式（Blocked Form）
这种排列要求每个要素都从左边开始排列，每一行都不得向右缩 入，因而整封信的左边成一垂直线，右边参差不齐。这种形式虽 然打字时方便省事，不需考虑左边缩入，但不匀称美观，所以使 用它的人也不多。
（3）改良式或混排式（Modified Form）
这种排列集上述两种形式的优点，信头、结束语、签名和发信人 姓名排在右边，封内地址和称呼排在左边，但每个要素分行时每 行都不向右缩入；正文每段开始缩入五个英文字母，而段与段之 间可不空行。这种形式不仅方便省事而且匀称美丽。因此，它是 目前极为流行的英文书信范式。