涉外公司商务沟通技巧（商务英语论文）

A Thesis
Submitted in Partial Fulfillment of
the Requirements for University Study

by
XXX
Supervisor: LI Man

College of Textile and Garment
Guangzhou University
March 2015

Abstract

Accelerate the process of global economic integration among countries that make business activities have become increasingly frequent, and therefore more and more foreign business communication plays a pivotal role. In order to communicate successfully, to avoid communication barriers, to master the correct communication skills is particularly important. This paper emphasizes the importance of foreign business in communication, followed by analysis of the communication barriers, and finally give some overall business communication skills.

Keywords:foreign business communication; communication disorders; communication skills

摘  要

国际经济全球化进程的加快使各国之间的商务活动日益频繁,因此涉外商务沟通越来越发挥着举足轻重的作用。因为这是维持商务往来的必要条件，是商务谈判得以成功的前提基础，是经济贸易发展的必经之路，为了更好的在商务谈判中取得优胜的地位，我们必须了解和抓住商务贸易沟通在商务谈判中的运用，因为一笔生意的达成，并不仅仅因为一方独天得厚的优势，沟通也占了很重要的一部分，很多的商务贸易失败的原因，都是因为没有很好的沟通造成的。为了使沟通顺利进行，避免沟通障碍，掌握正确的沟通技巧尤为重要。本文首先强调了涉外商务中沟通的重要性，其次分析了沟通中的障碍，最后总给出一些商务沟通技巧。 

关键词：涉外商务沟通；沟通障碍；沟通技巧

Contents
Abstract I
摘  要 II
1. Introduction 1
2.The importance of business communication 3
2.1The importance of business communication 3
2.2 Foreign business communication skills 4
3.Business Communication disorders occur 7
4.Foreign business communication skills 10
4.1 understand the communication object 10
4.1.1 Understand their sense of time. 10
4.1.2 Etiquette 10
4.1.3 Attitude 10
4.1.4 Is a matter of religious belief and taboos have to be considered 11
4.2 Instrument deportment 11
4.3 Manner of speaking 11
4.4 appropriate use of non-verbal 12
4.4.1 Aress 12
4.4.2 Facial expressions 13
4.4.3 Posture 13
4.4.4 Body distance 13
4.4.5 Gesture 13
4.4.6 Eye contact 13
4.5 Cause the other interest 14
4.6 Effective listening 14
4.7 Communication problems 15
5. Conclusion 16
Bibliography: 17
Acknowledgement 18

1. Introduction

With China's entry into WTO and the continuous acceleration of economic globalization, China's position in the international economy increasing, with the world's economic and trade activities between countries become more frequent. Foreign business has increasingly shown its importance in the social, political and economic life. China in recent years in science and technology, economic interests and others have great progress, which are closely related with foreign business. It brings to our rapid development, so that our growing, continue to move forward. Foreign business always affect us, it is important to us. However, foreign business can not do without communication, effective communication will make foreign business smoothly. Therefore, in today's increasingly competitive society, foreign business communication is particularly important, communication skills is a top priority.
In English, "communication"The word translated as either communicate, you can also act as communication, communication, communication, communication, transportation, and dissemination. Although these words are slightly different, but they essentially involve the exchange of information on the use of Chinese or exchange, its basic meaning is "to share common information with others." The foreign business communication is communication consultations across borders belong to different countries to achieve their principal business activities of mutual interest between conducted. Foreign business communication not only in international business activities occupied a large proportion, and communicate success is directly related to the effects of the international business activities. Therefore, the master good communication skills are essential. In foreign business activities, as a result of business people come from all over the world, there are all kinds of differences, such as in culture, communication, the concept of time and space, differences in the decision-making structures and legal. To solve the above problems, this paper to introduce foreign business communication skills, so that more people understand the importance of foreign business communication skills.

2.The importance of business communication

2.1The importance of business communication
    The so-called business communication is the business environment in a certain way with each other, exchange information, meaning between people with visual, symbolic, telephone, telegraph, radio, television or other media tools, and exchange information. As an economic behavior, business communication in foreign business activities nothing is there. Philosopher Pascal said: "Human vulnerability as a reed-like, but after several thousands of years, so soft and brittle to create culture, and different from other animals, its so so, due to the importance of mutual cooperation department of human movement. "Man has duly obtained the co-operation between people, to establish good interpersonal relations is inseparable speak. Speak to communicate effectively. Communication brings understanding, understanding brings cooperation. If you can not communicate well, you can not understand each other's intentions, can not understand each other's intentions can not be effective cooperation, which is particularly important for managers.
1)Effective communication can make all employees feel true happiness and performance of communication.
2)To strengthen internal communication, both can make management easier.
3)Effective business communication can also make a substantial increase employee job performance, but also can enhance the cohesion and competitiveness.
4)To strengthen communication between enterprises can deepen understanding of each other's grasp each other's needs, find the interests of both sides to prepare for the signing.
5)Effective Business Communication also can establish a good corporate image and reputation that.
2.2 Foreign business communication skills
    Non-verbal communication is the means to transmit information through the media rather than some speech or writing, it can be through eye contact, facial expressions, gestures and movements and other forms of communication to achieve. We should deeply understand the meaning of these forms, in order to achieve good results in communication.
1)eye contact
    The eye is called the "windows of the soul." Sustained eye contact, said the trust and respect; and brief eye contact is showing timid or feel pressured. Different cultures have different ways of eye contact, in some cultures, staring at someone, it will be seen as impolite. Westerners such as India or Arab-style look into feeling very uncomfortable, they feel this way too strong for some. But one does not see the other side might make you not a charity. For example, the United States occurred in a department store theft, the store manager asked one employee - the girl from Spain, she did not dare to look at the manager's eyes. The manager believes that this girl is suspected, then fired her. Later, he learned that a well-educated Spanish girl is not going to maintain eye contact with men outside of relatives. Eye contact can sometimes make each other on a better understanding of you, but the customs and culture of different countries, resulting in eye contact on a different meaning. We should seize the opportunity and good eye contact, as the time to make better use of the silent language of eye contact.
2)facial expressions
    According to the researchers estimated that the human face can make more than 250,000 kinds of different expressions. Most people will be their feelings - emotions written on his face. For example, two businessmen from different countries in the negotiations, a person that talk about his plans, while another person listening to him talk, the always frowning, which shows that he was not quite agree with each other's ideas. Other say he opposed such an approach works much better than him directly from the mouth. Because they come from different countries, different customs and naturally some direct denial, sometimes amicable. Facial expressions are generally common to all countries (except for a minority), this silent language, avoid some conflict over language.
3)postures and movements
    Posture can reflect a person's social status, self-confidence, shyness and so on. In foreign communication, if the body has a tendency towards the other direction, suggesting that he was interested in each other's words and recoiled motionless or fearful that he does not believe, even disgust. The action is more able to express the meaning of what you want to display vividly. But pay attention to the meaning of these actions in the local customs, it will not be easy to get into trouble. For example, Americans labeled "OK" gesture, which means smooth, successful; and some places in South America and Germany, this gesture is meant dirty shameless. There is such a practical example: A representative of the United States and Japan, a business enterprise for the first time very happy, after consultation, because the Japanese throughout the negotiations have been nodding, there is no objection to any proposal. However, the next day, the Japanese rejected the entire plan. Americans thought the Japanese nodded mean - that's the same as with the customs of their country. As a result, they made the classic mistake. A nod to the Japanese is just plain mean. Therefore, we must understand that each country's posture and movements of meaning, we can make business communication smoothly.
4)The spatial distance
    Spatial distance is maintained between the communication gap in people's bodies. In foreign business activities, we must pay attention to the space when talking distance. General social spatial distance is between about 1.2 to 3.6 m. Space have different communication distances at different countries. White Americans, Britons and Swedes when farther than communication station. Southern Europe at the time of intercourse stand closer. Arabs, Pakistanis and South American exchanges when the nearest station. Once out of such a joke: a man standing North America and a conversation, which is constantly moving backwards, while the former to maintain the same speed forward closing in, the results from one side of the hall, "forced" to the other side. Therefore, the spatial distance in international business communication can not be ignored.
From the above foreign business communication verbal and nonverbal aspects of this, we know that communication skills in foreign business activities is how important it is, it can reduce cultural barriers make communication go smoothly. Good communication skills mastered can make more effective business communication.

3.Business Communication disorders occur

    In foreign business activities, business communication plays an important role, but due to lack of communication or a communication causing undue tension between employees, distrust, and do not unite, organizational cohesion decline, decreasing the efficiency of the phenomenon often occurs. This phenomenon is to bring serious crisis. In today's era of global media covering every corner of the news coverage 24 hours, once the company problems, external media will exaggerate their seriousness, so that investors lose confidence in the company into disrepute, suppliers and business partners retreat, consumer persons and the public fear, companies will face bankruptcy or even subvert. So in business activities, in order to effectively conduct business communication, it is necessary to recognize the existence of communication barriers. Misuse of words, the use of incomprehensible jargon or technical terms and difficult to understand a foreign language or dialect, and some ambiguous word or image so that the information itself loses its meaning. Use words fuzziness. For example, "quickly" "as soon as possible," "may," and so on. Different people have different interpretations, these words will bring misunderstanding. The external environment will become an obstacle to communication, the environment noisy, unable to communicate with each other to concentrate, resulting in little or leak listen listen. During communication, speed too fast, too much content, leading to the receiver can not receive timely understanding. Restricted communication between cultural knowledge, language proficiency, the parties can not communicate with each other, let alone understand. Communication too rigid single, not of interest to the other side. Do not understand each other's religion, social background violated other taboos.
    Formal dress is not enough time to communicate, process, casually rude to interrupt someone talking, interrupting others ideas.
To communicate the message of intent due to various reasons and contradictions, to bring losses.
    International business negotiations can actually be said to be exchanges between people. Interaction between people must meet certain etiquette. In business negotiations, necessary to understand the etiquette and manners, negotiations must have the basic quality. If the violation of etiquette, not only will affect the formation of harmonious relations between the two sides, but also affect the other side of their evaluation in terms of training, identity, ability, and even affect the results of the negotiations. When business negotiations with foreigners, because of their living in different social and cultural backgrounds, and therefore, their culture, customs and rituals, and differences were poor. Etiquette plays an important role in people's communication process. First, it can communicate feelings between people, feelings of personality dignity, and enhance people's sense of dignity; secondly, it helps with the development of our people around the world, the friendship of the people of each region. In the foreign exchanges, to comply with international conventions and a certain etiquette, is conducive to China's opening-up will help to show the Chinese style ceremonies; finally, healthy, necessary rituals can win people's respect and love, make friends, avoid alienation and resentment. If a person in everyday life, work, polite, treat people appropriately, sincere, humble, kind, surely by the people's respect. International social occasions, dress and casual clothing roughly divided. Formal, grand, solemn occasion with dark dress (tuxedo or a suit), generally can be a casual occasion. At present,
Except as otherwise provided in individual countries (such as ceremonial, prohibiting women from wearing trousers or miniskirts) In some cases, the wear tends to be simplified. In the foreign exchanges should be done any clothing clean and tidy, straight. Tops should be ironed whole, costume ironing out the pants line. Collar, cuffs should be clean, polish shoes should be oiled. To wear the attire buckle collar buttoned collar hook, pants buckle. Wear long-sleeved shirt to put around the plug in the pants, not rolled up cuffs, trousers rolled Kutong not allowed. Two button jacket with the West if the Department of buttons, you can tie the top one, if a button or button suit jacket. Deduction shall be full. Gay in any case should not wear shorts to participate in foreign activities. Lesbians can not be barefoot sandals summer, wearing socks, socks do outside of your clothing, dress. In social situations, the general meeting in mutual introduction and handshake, the handshake is also the order, by the owner, senior, high status, women first hand, the guests, the young person, the identity of those who meet low first greeting, until the other party then hand grip. Over the same time shaking hands, avoid cross, should be completed and then wait for someone else to reach out to shake hands. Man handshake preceded off his gloves and hat. Handshake eyes when watching each other and smiling. Foreign exchanges, when talking with foreign expressions to the natural language and gas friendly, decent expression. May be appropriate gestures while talking to do, but the action is not too big, not dancing, pointed at people. Distance to moderate conversation, and far too close not fit, do not procrastinate, playing pat. Others participate in the conversation first greet others when an individual conversation, do not sit in front Minato; something needs to talk to someone, you can be talking about other people; people take the initiative to talk to himself, should be happy to talk to; find yourself talking to someone with the desire, you can take the initiative asked; third party involved in the conversation, should shake hands, nod or smile welcomed; if there is urgent need to leave the conversation, should greet each other,Apologize.

4.Foreign business communication skills

    In order to communicate smoothly, we must avoid communication barriers, have the necessary communication skills. So as to give each other a good first impression, to bring benefits, establish a good corporate image.
4.1 understand the communication object
    With the deepening of economic globalization, we will face business partners from all over the country, we communicate in the same language when communicating, but due to come from different cultural backgrounds, may produce many misunderstandings. Therefore, in order to communicate smoothly, we communicate to your audience before making a detailed understanding.
4.1.1 Understand their sense of time.
People from different cultures very different attitude on time. Nordic time-accurate, strong sense of punctuality. Spain or Italy, people believe 10 to 15 minutes late is normal.
4.1.2 Etiquette
    In some places such as Japan and South Korea are very particular about etiquette, business activities more formal. The United States is relatively informal, but some of the eastern United States will formally.
4.1.3 Attitude
    In some places people think legal agreements and contracts are paramount, but some attitude towards the law of the contract is more casual, with the condition that they believe changes need to do to adjust the natural content of the agreement, they are more focused on relationships.
4.1.4 Is a matter of religious belief and taboos have to be considered
    Especially in East Asia, South Asia, Central Asia, North Africa, the prevalence of these religious areas, understand their customs, habits taboo exchanges with each other, ready to grasp each other's communication of ideas, timely completion of the communication task has a very important role. We can also take advantage of cultural differences create opportunities, so you can easily start a conversation between the two sides, to build relationships in the conversation, draw closer.
4.2 Instrument deportment
    Foreign business can be said that exchanges between people. Interaction between people must meet certain etiquette. If the violation of etiquette, not only will affect the formation of harmonious relations between the two sides, but also affect the other side of their evaluation in terms of training, identity, ability, and even affect the effectiveness of communication. Communicate to focus on etiquette, meet greet first, pay attention to the order of a handshake should be the owner, senior, high status, first hand, the guests, the young person, the identity of those who meet low first greeting. Avoid cross when people shake hands. When people talk to others, do not sit in front Minato. When someone speak for themselves and should be actively talking. Maintain humility communicate and keep smiling.
4.3 Manner of speaking
    Way of speaking to occupy an important position in the foreign commerce. Both sides understand whether the information is correct and receiving, this part is very important. Therefore, pay special attention to speech patterns in the communication process. When communicating with foreign expressions to the natural, unhurried. Gas cordial tone of voice, the expression of decent, giving a sense of trust and honesty, can dilute the other opposition psychological, psychological pressure on both sides to reduce, avoid intensifying the conflict. Ask, ask, negative tone tends to be abrupt, intense, can lead to the other side of the offensive. Sound should be large enough so that everyone can hear each scene. Speed is also not too fast or too slow, timely pause to let the listener timely digestion and absorption. Tone effect on the exchange also has an important role, if you use a tone through regulation, it indicates that know what they are doing so for confidence. Speak a sense of propriety, avoiding the use of incomprehensible jargon, dialect, mantra, ambiguous words and words containing fuzziness. No matter what the occasion, while others will introduce to you the other side, we should remember and be able to call out their name immediately to each other, this can shorten the distance between the two sides closer relationship, giving intimacy. For others say you do not agree with the view, do not refute immediately, perhaps he also justified. First of all do not agree with the views affirmed, and then ask the way and then tell your point of view. For example: You are right, I have a view that you see is not possible to do so before the end remember to be a summary of the conversation, a little pause before the conclusion, let the audience a little time to recall all Information then repeat the focus information.
4.4 appropriate use of non-verbal
    In business activities, our stance, facial expressions, shrug, body rocking, sigh, put down the amount of hair and other incentives can convey non-verbal information. You can identify a person's dress their respective culture and nationality groups. If you want to communicate effectively you must pay attention to these non-verbal messages.
4.4.1 Aress
    Your image behalf of the company, to give them a good impression, so the communication is very important to your appearance. In foreign business activities should be done in any clean, neat clothing, men's suits, ties, shirts, shoes, polish should be oiled. In any case men should not wear shorts to participate in foreign activities. Ms. careful not to dress too trendy or too bright colors, while the skirt skirt knee, heel not too high.
4.4.2 Facial expressions
    At the same time to keep the conversation warm and friendly smile, they will respond more positively, do not appear to be very nervous or overly authoritative, such as frown or a slight wiggle lips.
4.4.3 Posture
    If you stand up straight, that you are very concerned about the conversation, and vice versa that you are not interested. If your supervisor after your seat, you still lazily sitting, this may imply that you do not respect this man. If you sit hunched over the crowd, it shows your lack of faith or rude.
4.4.4 Body distance
    Distance between the two sides talking to moderate, far too inappropriate, do not procrastinate, playing pat.
4.4.5 Gesture
    May be appropriate gestures while talking to do, but the action is not too big, not dancing, pointed at someone else.
4.4.6 Eye contact
    Eyes are the eyes of the information contained in the business scenario, avoid eye contact means no interest or fluctuating, no self-confidence. The active eye contact when the speech is that you communicate with the audience.
4.5 Cause the other interest
    Usually in the communication, because people think that the information they conveyed the same concerns as others do, so often ignored stimulate interest in each other's. Despite the lack of interest in the other party is inevitable, but we need to increase the attractiveness of information as possible, in order to cause the recipient have to resonate. First, select the appropriate external environment, because of the different communication environments will result in different effects. Interfere with the natural environment, often make people distracted, the effect of forming barriers. For example, a sudden change in the weather and lightning, passing pedestrians, vehicles and flying birds, such as the construction of houses of noise, so that the listener will be distracted and fail to communicate the results. In business activities often choose a quiet, formal occasions, one can make a successful and effective communication were the one hand, respect for the communication objects. Secondly, the process of making smart use of communication in communication. Appropriate use of video, images, tables and other ways to communicate, such that the information must have clear effects can be more easily understood, and more able to attract people's attention, so that was smooth and efficient communication.
4.6 Effective listening
    American female entrepreneur Mary Kay said: "not good at listening to different voices, is the largest manager of negligence." When dealing with people, you want to be good at listening to others talk, make each other feel your respect and interest. Otherwise, very rude. Therefore, when listening to communicate effectively is fundamental to success. Effective listening to a lot of skill. Be patient and let the other side to fully express their views. Do not raise your voice to interrupt someone else's words and ideas are interesting in each other when talking. Use appropriate body language to show interest in the issue is being said on the other side, such as eye contact and nod. , By asking questions to clarify your understanding of each other's speech. Intermittent use of conversation summarize other have said, show that you listen carefully and understand what he meant.
4.7 Communication problems
Sometimes we will face a non-friendly communication targets even deliberately finding fault, such as competitors, dissatisfied customers, regulators or the media. At this point the communication becomes more complex. Today, in a buyer's market, customers have a variety of options, if your response to make them unhappy, they will choose another product immediately. So when faced with a non-friendly communication objects, pay attention to the following communication skills. It is important to remain calm, do not get angry customer, once angry, it is difficult to control the situation. Listen carefully to customer complaints and expressed sympathy and understanding. Do not assume. Do not think you know the customer know. Customers will not necessarily understand those expertise. Clearly explain the problem to the customer, human memory is limited, you must choose a few thoughts focused and continue to repeat, to explain patiently until the other party understand. Asked in detail about the details of the problem, and perhaps help to improve the product. Note the name of the customer to leave contact information, said that it would seriously investigate and give back.
5.Conclusion

Communication is an art as well as a science, has its own specific rules and skills. Both managers and ordinary employees, should consciously learn and master these techniques to create a relaxed and pleasant work environment and harmonious interpersonal relationships for the highest benefit at the lowest cost, improve operational efficiency of enterprises, establish a good corporate image, enhance the competitiveness of enterprises. Flexible use of these techniques will bring more benefits to the community, the state, the development prospects of thriving.

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Acknowledgement