商务沟通

1

，

Business communication

is a

dynamic, multi-channeled process,

which covers internal as well as external

communication in a given organization.

商务沟通

是一种动态的、多渠道过程，

它包括特定组织内部和外部的沟通。

2

，

Internal communication

refers to the

8

，

Formal communication

refers to

such communicative activities as a

business talk, a speech, a product

presentation, a business letter, a memo,

etc.

正式沟通指的是商务谈话、发言、产

品演讲、商务信函、备忘录等沟通活

part of communication that takes place

within a given organization.

内部沟通指的是特定组织内部所进行

的沟通。

3

，

Downward communication

refers to

the communication which goes from the

top to the bottom, from the management

to the subordinates.

下行沟通值得是由上往下的沟通，即

4

，

Upward communication

refers to the

communication in an adverse way, i.e.

from a lower level (subordinate one) to a

higher level (managerial one), or even to

the top (the CEO or the GM).

上行沟通指的是逆向的沟通，即从下

一级（基层）往上一级（管理层）甚

至是往最高层（首席执行官或总经理）

的沟通。

5

，

Horizontal communication

refers to

the communication at the same level in

an organization.

平行沟通是指在一个企业内同 一层面

的沟通。

6

，

External communication

refers to

the kinds of communication between the

organization and the outside institutions

and persons concerned, which involves a

lot of activities.

外部沟通指的是企业与外面有关机构

和个体间的沟通，该沟通涉及到很 多

内容。

7

，

Corporate culture

refers to the

established values, beliefs and principles

in a given organization,.

企业文化指的是一个企业已经建立起

来的价值观、信仰和原则。

动。

9

，

Nonverbal communication refers to

the communication which is not carried

out in words, but through one

’

s voice

qualities, facial expressions, gestures,

body movements, or attitudes towards

space and time, etc.

非正式沟通时指不用言语，而是通过

声音的品质、面部表情、手势、身体

的运动以及对时空的态度等来进行的

沟通。

10

，

Informal communication

is often

called

“

grapevine

”

, exists in almost all

organizations and at all levels.

非正常沟通通常被称为“内部传递”

，

它存在于几乎 所有企业的各个层面

上。

11

，

Verbal communication

refers to the

communication that is carried out either

in oral or in written form with the use of

words.

言语沟通指的是通过口 头或书面渠道

而进行的沟通。

12

，

Nonverbal communication

refers to

the communications which in not carried

out in words, but through one

’

s voice

qualities, facial expressions, gestures,

body movements, or attitudes towards

space and time, etc.

非言语沟通指的是不用言语，而是通

过声音的品质、面部表情、手势、身

体的运动以及对时空的态度等来进行

的沟通。

1

13

，

Feedback

refers to the reaction from

1, Formal communication is

the message receiver to the message

sender.

反馈是指信息接收 者对信息发出者

所作的反应。

14

，

Positive feedback

refers to the

response which has an encouraging

influence upon the sender. PF is capable

of maximizing the quantity of

communication on both sides.

积极反馈是指对信息发出者有着鼓励

性影响效用的反馈。积极反馈往往能

使双方在沟通的质和量上做到最大

化。

15

，

Negative feedback

refers to the

corrective reaction from the receiver to

the sender.

消极反馈是指信息接收者对信 息发出

者作出的矫正性反应。

16

，

Inner feedback refers

to the

feedback initiated by the sender himself.

内部反馈是指 发送者自己作出的反

馈，其目的是对某信息的合适性和正

确性重 新加以审定。

17

，

What is culture?

文化的定义？

Customary belief, social forms, and

material traits of a racial, religious, or

social group.

种族、

宗教或社会群体

的习惯性信仰、社会惯例以及有形的

特征。

18, Total customer satisfaction (TCS): If

the customer dose not like it, it is a

defect.

顾客全面满意

（

TCS

）

：

如果顾客不喜

欢它，那就是次品。

19

，

Organization refers to an

administrative and functional structure

(like a company or corporation).

组织指的是一种行政性和功能性的机

构（比如公司等）

。

20

，

Channel

refers to the ways of

sending and receiving messages.

渠道指的是发送信息的方式方法。

characterized by

seriousness

and

exactness

.

正式沟通的特征：严肃性和精准性。

2

，

IFC, which is often called

“

grapevine