【Course Background】According to a McKinsey study of the average employee in the US, one spends at least 30% of workhours reading and responding to emails. Situation is similar in China, especially in foreign companies and transnational companies. Even in the era of social media and apps, emails are by far the most common method of communication in business for a wide range of purposes. Email is evolving with the time, it is becoming a searchable archive, a manager’s accountability source, and a document courier. However, employees rarely receive systematic training in business writing, specifically email writing. Therefore, we often send and receive bad emails that consequently result in even more emails because of miscommunication. It is necessary to learn how to write emails concisely, logically, persuasively, effectively, which connects with the readers and solves problems at work.【课程背景】根据麦肯锡一项调查表明，美国企业员工平均有30%的工作时间都在回复邮件。在中国，情况也是相似，特别是在外企和跨国公司。在社交媒体的时代，邮件仍然是商务沟通中使用最为普遍的沟通方式，其所涉及的内容也极为广泛。随着时代的变化，邮件的功能也更新迭代，成为可搜索的档案、职业经理人的问责证据、文件传递的载体。然而，很多公司的员工都没接受过系统的商务写作培训，尤其是邮件写作。因此，我们常常发出或收到糟糕的邮件，往往造成沟通不畅。如此往复，恶性循环。因此，学会如何高效地写出言简意赅、逻辑详实、极具说服力的邮件，既提升职场人际关系，又解决工作中的问题，就显得尤为必要了。【Course Highlights】The aim of this course is to ensure your email will be read and acted on after you receive the training. Therefore, it is not only offering a number of useful linguistic knowledges to enhance your writing skills, but also covering how to have a two-way communication at the workplace via email. The course emphasizes the problem-solving mindset that every single email is written to solve problems. It is important for the sender to analyze the existing information from 3 perspectives, “Tone, Content and Logic”. To think before write, you will be able to write emotional comfortable, logical and convincing emails. In the context of globalization, business writing in English is one kind of cross-cultural communications. The course looks into the cultural and linguistic differences in different scenarios, especially when handling sensitive issues. After taking this course, Chinglish will no longer be your worries. Write to win will become a reality. 【课程亮点】本课程的目标是让你的邮件能被收件人及时地阅读并付诸行动。因此，课程不仅涵盖了诸多实用的英语表达及写作技巧，并将教授如何通过邮件实现职场的双向沟通。课程强调以解决问题为导向的思维出发，邮件撰写者应三思而后落笔，从“语气、内容、逻辑”三个维度分析既有信息，继而写出令人情绪舒适、有逻辑性、极具说服力的邮件。在全球化的语境之下，商务英语写作是跨文化交流的一种方式。本课程将探讨不同情境之下的中西文化语言差异，特别是处理敏感事件的文化语言差异。在完成本课程的学习之后，中式英语将不再是你的困扰，写赢职场也将成为现实。【Course Outline】【课程大纲】Section One版块一 Email Essentials/ 3h英语电邮必备/ 3小时Essentials: building blocks of business correspondence 电子商务邮件的“基础构件”，每个部分标准且高效的写法Subject line: brief + informative （news headline style）标题：简洁+信息量（新闻式标题）Correct salutation and greeting: relations between you and the reader 称呼与问候：你与读者的关系Opening: reason for writing, put your purpose in a direct and warm way开头：一语中的，同时传递温度Main point: short paragraphs 主要内容：短篇段落结构Closing：create potential for a two-way communication结尾：营造潜在的双向沟通Details: provide “all the needed” information, reader-friendly format and layout 细节：提供“所有的必需的”信息、舒适的格式排版Ending: Dos & Don’ts in emails 电子邮件中的注意事项Choose the right tools (email, face-to-face, WeChat/What’s app) in the light of conditions 因事而异：选择合适的沟通方式(邮件、当面沟通、微信)Case study I: Push a colleague in different department to send the report on time案例讨论一：有技巧地催促不同部门同事按时交报告 Section Two版块二 Content Structure/3.5h内容结构/3.5小时 Structure guideline: how to arrange contents in an email?结构指南：如何编排邮件内容？What is your objective for writing email & make a list of bullet points 你写这封邮件的目的是什么 & 列出内容要点Who you are writing? (Tone)邮件写给谁？(语气)What do you want from the reader? (Content)你想让对方做什么？(内容)Why the reader shall act as per your proposal? (Logic)对方为什么应该做？(逻辑)Cut to the chase with your objective: catch attention, save time, avoid misunderstanding 开门见山：引起注意、节省时间、避免误解Think before write: problem-solving mindset 三思而后落笔：解决问题的思维Key information: what, who, when, where, why 核心信息：何事、何人、何时、何地、何故 Analytical methods: pyramid structure, mind mapping, fishbone diagram 分析方法：金字塔结构、思维导图、鱼骨图Case study II: Draw the pyramid structure, mind mapping, fishbone diagram for progress report / business proposal / work plan / promotion application案例讨论二：为进度报告、活动方案、工作计划、竞升申请做金字塔结构/思维导图/鱼骨图Section Three版块三Linguistics/3h语言专版/3小时 Write with credibility —— concise & clear写出信服力——简明扼要No flowery writing, but informative expressions (graphs, statistics, facts, quotes)摈弃华丽辞藻，使用信息化语言（图表、数据、事实、引用）Using verbs rather than adjectives多用动词，少用形容词List of commonly used linking words and phrases 常用连接词10 rules of writing easily understood English 简明英语写作10大法则Be clear in your position立场清晰Keep it short: value reader’s time more than yours 篇幅简短：尊重对方的时间Case study III: Request your supervisor for approving a new hire 案例讨论三：请上级批准新增一名同事Case study IV: Apply for a site visit to a client 案例讨论四：向客户请求前去拜访 Section Four版块四 Cross-cultural communication/2h跨文化沟通/2小时 Writing on sensitive/negative/embarrassing issues —— Positive 处理敏感/负面/尴尬的事件——积极Correct tone & business style: emails alive 正确的语气&商务风格：见字如面Writing etiquette 书面礼仪Using modal verbs correctly 正确使用情态动词State “what can/should be done”, instead of “what cannot/should not be done”陈述“能/应该”做的，而不是“不能/不应该”做的Linguistic differences due to different cultures 东西方不同文化的语言差异Avoid Chinglish 避免中式英语Case study V: Reply to a underperformed supplier 案例讨论五：回复表现不佳的供应商的邮件Case study VI: Reply to a complaint 案例讨论六：回复一封投诉信 Section Five版块五 Conclusion & practice/1.5h总结及综合演练/1.5小时Problem-solving mindset 解决问题的思维Tone，Content, Logic 语气、内容、逻辑Practicing “TCL”操练“TCL”写作思维Emails alive with the right tone: make the reader emotionally comfortable见字如面：让对方情感上舒适Provide all needed information: make the reader thoughtfully informed发散思维，提供所有必需的信息：周到地与对方沟通（思维的广度）Build the structure logically: make the reader logically convinced收拢思维，构建有逻辑的结构：逻辑上让对方信服（逻辑的深度）Case study VII: salary raise request 案例讨论七：提出加薪
【课程背景】随着经济全球化和现代科技的迅猛发展，国际贸易、国际投资和商务活动日益频繁，跨文化沟通在工作中的作用也越来越重要。来自不同文化背景的人们在文化取向、价值观念、社会规范和生活方式等方面的差异，往往会导致跨文化沟通过程中文化冲突的产生。因此，认识跨文化商务沟通的过程，解决和避免这一过程中所遇到的冲突和障碍是当前现实的迫切需要。本课程以情景案例教学为特点，深入浅出，通过对中西方文化的对比和分析，拓展学习者了解工作场所的文化多样性，促进其跨文化交流能力。【课程目标】了解中西文化的差异，具备文化差异的敏感性具备在不同的文化语境下沟通的技能能在文化多样性的工作环境中高效沟通【课程大纲】课程模块内容要点案例/活动走近跨文化沟通 1.跨文化交际概念什么是文化什么是沟通什么是跨文化沟通2. 解密文化价值观文化价值观的概述归因和感知不同的文化与价值观课堂讨论：各国应对新冠疫情的不同方式充分体现了中西方在价值观、思维方式和行为方式上的巨大文化差异。你是否了解新冠疫情下种种跨文化冲突的根源所在？ 中西方文化比较1.中国文化概述从孔孟之道看中国文化中国文化对世界的影响西方视角的中国文化2. 欧美文化概述宗教信仰、政治体系及个体生活3. 我们眼中的德国文化二战后德国的复兴之路德国人的时间观中德两国关系4.理解文化差异沃尔夫假说：中西方思维方式的差异案例分析：迪士尼在中国的影响力迪士尼的中文元素：从《花木兰》到《功夫熊猫》 语言的跨文化沟通 1. 汉英语言比较汉语英语重意合重形合后重心前重心重人称重物称多主动多被动2.霍尔高语境、低语境文化模型 3.霍夫斯泰德的四个维度1）四种衡量不同文化差异的指标权力距离不确定性的规避男性化与女性化个人主义/集体主义2）四个指标对于领导方式、组织机构和激励内容的影响4. 不同文化的语言习惯和禁忌语言与文化词语的文化内涵社会规范言语风格小组练习：通过抽签给每个小组分配文稿/视频，小组成员从中找出并修改中式英语的表达 非语言跨文化交流 1. 什么是非语言交际？2.非语言交际符号的文化差异性肢体语言、时间、空间等情境案例:当非语言信号与我们的语言相矛盾时，怎么处理？跨文化商务社交礼仪 1. 不同文化中餐饮习俗与礼仪中式传统用餐礼仪中餐西用西餐礼仪2. 不同文化的问候与告别礼仪问候礼仪如何赠送礼节性礼物现场演示: 西餐用餐礼仪 跨文化交流的挑战 1.文化冲击2.民族优越感3.刻板印象4.文化移入5.如何利用有限资源克服文化差异案例研究:猎豹移动:一个全球化科技企业的跨文化冲突Cross-cultural Communication Skills Training【Course introduction】 In the era of globalization, modern technologies enable more frequent international trades, investments and business activities. The role of intercultural communication is becoming more and more important in the workplace where gathers people from different backgrounds. The differences in cultural orientation, values, social norms and lifestyles often lead to cultural misunderstandings or even conflicts. Therefore, understanding intercultural business communication and resolving and avoiding conflicts is a pressing need of many international enterprises. This course features case studies and real-life applications that provide insight of cultural diversity in the workplace, promote their intercultural communication skills through comparison and analysis of Chinese and Western cultures.【Training goals】Understand and being sensitive to the differences between Chinese and Western culturesPossess communicate skills in different cultural contextsBeing an effective communicator in a culturally diverse work environment【Course outline】ModulesKey Points Case study/Classroom activityWhat is Cross-cultural Communication 1. The notion of cross-cultural communicationWhat is culture What is communication What is cross-cultural communication2. Interpret cultural values Overview of cultural valuesAttributes and perception of different values Class discussion: Different countries have responded to the pandemic in different ways, which reflected the vast cultural differences in values, thinking and behaviors between China and the West. Do you understand the root causes of cross-cultural conflicts in the context of pandemic? Chinese and Western cultures Comparison1.Chinese culture overview Confucius and MenciusHow does Chinese culture influence the worldWhat is Chinese Culture from a western perspective2. Western culture overview Religion, political systems and individualism3. German culture overview Germany after World War IIThe German view of time China-Germany relations 4.Understanding cultural diversitySapir–Whorf hypothesis: differences in Chinese and Western ways of thinkingCase Study:Disney's Presence in China Chinese elements in Disney: From Mulan to Kung Fu Panda A Linguistic Perspective on Cross-Cultural Communication 1. Chinese-English linguistic comparisonChineseEnglishParataxisHypotaxisBack focusFront focusPersonalImpersonalActivePassive2. Hall’s Model of High- and Low Contextual Cultures3. Hofstede's cultural dimensions theory1） Four indicatorsPower DistanceUncertainty AvoidanceMasculinity and FemininityIndividualism and Collectivism2）How these four indicators influence the leadership, organization and incentive4. Language habits and taboos of different culturesLanguage and CultureCultural Connotation of WordsSocial NormVerbal StylesGroup exercise:Each group is assigned a script/video by drawing lots, from which group members identify Chinglish expressions and revise themNonverbal Cross-cultural Communication 1. What is nonverbal communication?2.Cultural variability of non-verbal communicationBody languagePersonal spaceTerritoryTime systemsSituational case:Nonverbal signals sometimes contradict the words we useBusiness Etiquette 1. Dining customs and etiquette across culturesTraditional Chinese dining etiquetteChinese food served in a western way Western dining etiquette2. Greeting and leaving etiquette across cultures Greeting etiquetteHow to select giftsOn-site demo: Western dinning etiquette The Challenges of Cross-Cultural Communication 1. Cultural Shock2. Ethnocentrism3. Stereotype4. Acculturation and identity5. How to overcome the difficulties caused by cultural differences? Case study: Cheetah Mobile: Cross-Cultural Clashes Within a Technology Company Born Global
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