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1、《商務溝通技巧》課程簡介 課程編號 12ITC105 課程名稱 商務溝通技巧 課程性質 必修 學 時 32 學 分 2 學時分配 授課：32 實驗： 上機： 實踐： 實踐（周）： 考核方式 閉卷考試，平時成績占50% ,期末成績占50%。 開課學院 國際教育學院 更新時間 適用專業(yè) 財務管理（中澳合作） 先修課程 管理學、大學英語等 課程內容: 商務溝通技巧是財務管理（中澳合作）專業(yè)的一門必修課，也是一門專業(yè)基礎課。該 課程主要講授商務活動中的溝通技能，涉及到有效溝通中的自我、人際等因素。主要內容包 括：第一單元：溝通基礎；第二單元：書面

2、溝通技能；第三單元：口頭溝通技能；第四單元: 商務溝通倫理；第五單元：利用信息通信技術進行有效溝通。通過該課程的學習，學生能夠 掌握溝通的基本原理、基本技能和基本知識，從而能夠在今后的商務活動中熟練使用一定的 信息技術進行有效的溝通。 Brief Introduction Code 12ITC105 Title Business Communication Course nature Required Semester Hours 32 Credits 2 Semester Hour Structure Lecture： 32 Experiment： Computer

3、 Lab： Practice： Practice (Week)： Assessment Closed book examination, usually results accounted for 50%, the final grade accounted for 50%. Offered by International Education College Date for Financial Management (Sino-Australian cooperation) Prerequisite Management, College English, etc.

4、 Course Description: This subject is designed to develop and refine communication skills within the workplace. It focuses on intra- and inter-personal factors which underpin effective communication. It provides guided practice in oral, written and electronic communication which includes skills o

5、f listening, speaking, reading, writing and use of associated technologies. Learning objectives of this course is: 1. Be able to explain the fundamental concepts of the communication process. 2. Be able to practise, develop and refine written language skills so students are able to write clearl

6、y, correctly and concisely. 3. Be able to develop and refine oral language skills so that students are able to speak clearly, persuasively and effectively in different contexts. 4. Be able to discuss the impact of non-verbal communication. 5. Be able to critically assess the main issues associat

7、ed with ethical communication. 6. Be able to select appropriate technologies available for business and social media 《商務溝通技巧》課程教學大綱 課程編號 12TTC105 課程名稱 商務溝通技巧 課程性質 必修 學 時 32 學 分 2 學時分配 授課：32 實驗： 上機： 實踐： 實踐（周）： 考核方式 閉卷考試，平時成績占50% ,期末成績占50瞼o 開課學院 國際教育學院 更新時間 適用專業(yè) 財務管理（中澳合作） 先修課程

8、 管理學、大學英語等 一、 教學內容 Topic 1: Fundamentals of communication ? Interpersonal communication skills; listening, speaking, directing and instructing, response styles, conllicl resolution strategies, non-verbal communication, persuasive communication, inlercullural variations. ? Intrapersonal base

9、s of effective communication; audience awareness, sender credibility, self-concept, empathy, assertiveness. Topic 2: Written communication skills ? Functional writing techniques, everyday business writing tasks and special business writing tasks Topic 3: Oral Communication Skills ? Communicatio

10、n in small groups and large assemblies: meetings and oral presentations Topic 4: Business communication ethics Topic 5: Using Information and Communication Technology (ICT) for effective communication 二、 教學基本要求 Topic 1 Oral communication skills Addressing groups is generally considered a one-w

11、ay communication process which can be seen to ignore the speaker's responsibility to employ communication skills that facilitate any transaction. Topic I addresses this issue and offers techniques of how to 'read' the audience, arranging and expressing the message to suit it, and using the situat

12、ion to maximise interaction (even if feedback is unspoken). Professional development of group skills is a growing requirement for management and employees alike. The range of skills and situations requiring them are vast and like all communication, the best way to learn is by practice and experi

13、ence. Ways of developing expertise with groups are numerous so remember; the notes in this unit are only an introduction. Learning objectives: Having successfully completed Topic i, you will be able to: 1 explain how group dynamics will vary according to the groups' degree of formality, orienta

14、tion and size; 2 describe the most appropriate approach a chairperson should take to ensure meetings' efficiency and effectiveness; 3 explain how preparation and practice are the pre-requisites to effective oral presentations; 4 recognise and implement methods to enhance your presentation skills

15、; 5 explain why audience awareness is important in all communication, especially when directing and instructing: 6 understand the importance of maintaining good personal hygiene and grooming skills; 7 consider the interactive aspects of interpersonal small, and large group communication. Dificu

16、lties: Techniques of how to 'read' the audience, arranging and expressing the message to suit it, and using the situation to maximize interaction. Key points: Preparation and practice are the pre-requisites to effective oral presentations. Topic 2 Functional writing techniques Writing ability an

17、d its development is an ongoing task, and not one that is merely a means to an end. It also enhances the equally essential ability of reading. Clear lines of communication and materials, that arc not mysterious but lucid and well written arc in high demand. Writing provides us with editorial spac

18、e and the freedom to reflect on our ideas. It is a completely different way of communicating and within the broad category of written communication, there arc many forms. Each form has its own rules (generally unwritten), its own tones and conventions. For example, compare a Twilight novel with a

19、n academically written science textbook. There is no doubt that the skills of written communication are complex and require detailed attention. Prior to beginning Topic 2, take the following writing questionnaire to develop a clearer understanding of what skills and areas you may need to focus on

20、. Learning objectives: Having successfully completed Topic 2, you will be able to: 1 recognise differences between academic, workplace, literary and functional writing;develop strategies to assist you to plan and organise the content of your material; 2 understand different structures applied

21、(o writing formats; 3 recognise common faults of style and grammatical errors and be ready to remove or correct these; and 4 possess an understanding of the purpose of referencing sources of information and appropriately document your sources according (o the APA system of referencing. Dificuit

22、ies: Differences between academic, workplace, literary and functional writing and different structures applied to writing formats Key points: The skills of written communication. Topic 3 Using Information and Communication Technology (ICT) for eiTective communication Wc live in an age of multim

23、edia where communication with your audience visually, and via digital delivery methods, has become a growing field worthy of discussion. Communication delivered via electronic methods is designed not to place focus on the sender, hut rather is based on the receiver. Graphical/digital techniques,

24、and guidance with their usage, have expanded into a daily and ongoing requirement within any workplace environment, both domestically and globally. Global interconnections have been aided by advances in new media such as cable and satellite television and the spread of the Internet, while nationa

25、l borders have been rendered meaningless with the development of huge global media corporations. Communication systems have now placed businesses in constant and immediate touch with different viewpoints world-wide. Under electrate forms of communication, the globe has become visible with modem

26、forms of digital communication allowing audiences to (ravel through space and time. For example, when we scan an online newspaper, we may be moving our eyes across stories from different parts of the world within (hat single newspaper, which contains articles, photographs, video downloads and pod

27、casting. At any given time, multiple users can simultaneously access the information contained in an eleclrale newspaper. That same newspaper delivered via literate methods (print format) can only be read/viewed by one person at a time. Learning objectives: Having successfully completed Topic 3,

28、 you will be able to: 1. understand the impact that the introduction of information technology has had upon business communication; 2. understand the differences between Web 1.0 and Web 2.0 convergent cultures; 3. explain the role technological change plays in driving organisational communicatio

29、n; 4. understand the consequences of using social media and social networking in today's globalised world; 5. examine the variety of electronic communication options available when communicating in your workplace, both domestically and globally; and 6. develop an awareness that oral and litera

30、te channels of communication are becoming entwined with clcctratc means of communicating. Dificulties: The impact that the introduction of information technology has had upon business communication. Key points: Digital communication. Topic 4 Fundamentals of communication Learning objectives H

31、aving completed Topic 4, you should be able to: 1. describe the wide variety of activities which arc encompassed by the term communication; 2. interpret strengths and weaknesses of various communication methods and models; 3. identify the key concepts of interpersonal and intrapersonal communica

32、tion; 4. differentiate between empathy and sympathy and explain how empathy can lead to a reduction in receiver-defensiveness, thus facilitating communication; 5. understand the importance of developing active listening skills; 6. develop an understanding of limitations and barriers that can occ

33、ur within the communication process; 7. demonstrate how best to confront conflict and strategies employed for its resolution; 8. explain (he advantages of being assertive; 9. describe some of the techniques used to persuade and be able to identify them in contemporary communication; 10. explai

34、n the meanings of verbal and non verbal communication; and 11. describe an approach to intercuhural communication which acknowledges the vital importance of cultural differences and best ensures effective interaction. Dificulties: Two theories of communication, communication methods and models.

35、Key points: Reading, writing, speaking,listening. Topic 5 Business communication ethics In considering ethical communication in organisations, il becomes obvious that conceptions of right and wrong vary depending upon both an individuafs values and the situation or context in which they are acti

36、ng with Mendonca (2001, p. 275) recognising that: It is a fact of human experience that we do not suddenly find ourselves engaging in grave and serious unethical practices. Rather, such grave practices are preceded by minor unethical lapses that we might rationalise as acceptable because they are

37、 so inconsequential or because "everyone is doing it". However, in all areas of business study, there is the need to attend to ethics. This topic describes strategies and tactics designed to be employed responsibly, and in accordance with ethical principles that will assist you with facilitatio

38、n of business communication. Few occasions arise where a professional communicator can be tested more so than during a crisis. Perhaps without wanting, they become (he conduit for communicating swiftly, accurately, honestly and ethically to a wide range of stakeholders clamouring for information

39、- not least of which is lhe media. Adding (o this intensity, all communication must maintain the correct balance from both a legal and an insurance position. Learning objectives: This topic aims to help you develop your own ethical perspective in relation to business communication. Having succe

40、ssfully completed Topic 5, you will be able to: 1. appreciate the different ways of understanding the term 'ethics'; 2. develop a preliminary understanding of the relationship between business communication and ethics. Dificulties: Ethical principles that will assist you with facilitation of bus

41、iness communication. Key points: Business communication ethics. 三、章節(jié)學時分配 章次 總課時 課堂講授 實驗 上機 實踐 備注 Topic 1 8 8 Topic 2 s 8 Topic 3 8 8 Topic 4 4 4 Topic 5 4 4 總計 32 32 四、教材與主要參考資料 教材： [1] Eunson, B, (2008). C2I: Communicat

42、ing in the 21 st century (2nd ed.). Millon, Qld: John Wiley & Sons Australia Ltd. [2] Eunson, B. (in print). Social media. ITC105 Business and Technical Communication. Unpublished manuscript. Retrieved November 13, 2009, from Charles Sturt University website: http://intcract.csu.cdu.au/portal.

43、 參考資料: ⑴Angell, P. A. (2007). Business communication design. New York: McGraw-Hill/Irwin. [2] Bovcc, C., & Thill, J. (2007). Business communication essentials (3rd cd.). Upper Saddle River, New Jersey: Pearson Education. [3] Ceco(ti, L., & Crofts, D. (2005, Eds). Communication for IT. North Ryde

44、: McGraw Hill. [4] Dwyer, J. (2009). Communication in business: Strategies and skills (4th ed.). Frenchs Forest, NSW: Pearson Education Australia. [5] Locker, K. O., & Kaczmarek, S. K. (2007). Business communication: Building critical skills (3rd ed.). New York, NY: McGraw-Hill Irwin. [6] Mohan

45、, T., McGregor, H., Saunders, S., & Archee, R. (2008). Communicating as professionals (2nd ed.). South Melbourne, Victoria: Cengage Learning Australia Pty. Limited. [7] Samovar, L. A., & Porter, R. E. (2003). Intercultural communication: A reader (10th ed.). Belmont, CA: Thomson Wadsworth. [8] S

46、atlerwhile, M. L., & Olson-Sutton, J. (2(X)7). Business communication at work (3rd ed.). New York: McGraw-Hill/Irwin. [9] Verderber, R. F., & Verderber, K. S. (2003). The challenge of effective speaking (12th ed.). Belmont, CA: Thomson/Wadsworth. [lOJYoung, D. J. (2006). Foundations of business communication: An integrative approach. New York, NY: McGraw-Hill Irwin. 執(zhí)筆: 審核: 批準: