Английске тексты — страница 5

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all doubt. Copies of memos and letters should only be sent to those who have a relevant interest in the matter in hand. Sending a copy of a memo to recipient's superior "for information" is usually flagrant politicking and should be discouraged. Ease of copy-making unfortunately encouraging widening the audience for memos well beyond the bounds of common sense. Since recipients often feel honour bound to keep the copies they receive, the real cost to the organisation can be enormous. Letters written to employee should always conform to the style normally used by his manager. Thus if the employee is "John" to him letters addressing him as "Dear Mr. Smith", "Dear Smith", or "Dear Sir" should always be avoided. It is part of the good

manager's task to make sure that all of the good manager's task to make sure that all communications with employee reinforce the organisations normal style, whether formal or informal... Getting the beat out of communication. The key component in all communication is the trust and understanding which is built up through face-to face conversations. Telephone conversations are necessary but less effective, and written communications have many pitfalls for the unwary. The manager needs to use all three forms which skills which may not come naturally to him. Training in interviewing. Charring meetings, effective speaking and effective writing is readily available.; Even in the smallest organisations an investment in this branch of training is always soundly made. BODY LANGUAGE

Imagine yourself in a sales meeting with a client. As the client tells you how pleased she is with your products and how she plans to recommend an even larger purchase this year than last ,you sense that something is wrong. Her voice is high-pitched and rapid and her eyes over yours focusing instead on the ballpoint pen she is nervously checking on the desk. About a week after the meeting, she sends you a note, telling you that the entire deal is off. You are disappointed but not surprised for you had understood the non-verbal messages she was sending at the meeting. According to Albert Mehrabian a leading authority on non-verbal communication, all our emotional messages are communicated without words. We tell others what we really feel through our facial expressions, eye, leg,

hand, and torso movements. We also communicate through the pitch, loudness, and cadence of our voice, the distance we maintain between ourselves and others in conversation, our clothing, and more. Since non-verbal communication can tell you what other people are saying without their ever uttering a word, its importance in business communication is obvious. Here are a few of the ways in which non-verbal messages can be sent and used: • Even in business meetings, the eyes can be the mirror of the soul. By averting your gaze, you tell those around you that they are not getting 36 their message across or that something negative is going on. If you choose instead to stare directly at a meeting participant, you will probably make the person extremely anxious. If you are in the midst

of an argument the harder you stare the menacing you seem. • Gestures which include the position and movement of the hands, feet, arms, legs, torso, and shoulders, communicate a variety of non-verbal messages. A handshake, for example, often expresses a persons real feelings. A limp handshake is a sign of reserve and lack of enthusiasm while a strong, powerful grip communicate confidence. • In a disagreement, you may find your boby turned away from the person with whom you are arguing. If, on the other hand, you are on good terms with your business associate, you are more likely to directly face the person. Insecurity is communicated through the position of the arms and legs. If in a meeting you discover that your limbs are wrapped around you, try to analyse why you are

nervous. • As you speak, keep in mind that the pitch, tone, loudness and rate of your voice communicate as much and sometimes more than your words, Rapid speech, for example, may signal excitement or nervousness while hesitant speech may indicate insecurity or doubt. • The way you dress delivers an unmistakable message to those around you. If you choose to wear jeans to a sales call on a conservative client, your chances of making the Bale are small. Don't fall into the trap of believing that an understanding of non-verbal communication will enable you to read every potertial buyer like a book. Our speechless messages are extremely compile, varying with the situation and culture we find ourselves in and with particular personalities and habits. However, a working knowledge of