高级商务英语口语(doc116)-服务业(编辑修改稿)

高级商务英语口语(doc116)-服务业(编辑修改稿)内容摘要：

o leave. In this dialogue, speaker B doesn39。 t try to take the initiative, but merely echoes and reformulates to prompt speaker A to say what worries her. 中国最大的管理资料下载中心 (收集 \整理 . 大量免费资源共享 ) 第 14 页 共 195 页 Part III Let’s Talk Business LEADING THROUGH CHANGE: Listening as a leader Often, when we think of munication, we think of speaking, presenting, writingdelivering a message in some way. But an effective municator is also adept at receiving messages. You won39。 t budge people toward a goal if they don39。 t feel that they39。 ve had input, that they39。 ve been heard and understood, and that the vision they39。 re working toward is also their own vision. Listening to your followers is the only way you can make this happen. To be a good leader, HEAR OUT what others have to say: Hold judgment and hold eye focus Listen carefully and with an open mindif you39。 re defensive you may miss critical information. Don39。 t formulate your answer while a person is still speaking. Watch for subtle body language that may offer extra clues to the speaker39。 s true meaning. Also, hold eye focus. If you don39。 t39。 look at the person who is speaking to you, you can39。 t establish trust. As a leader, you want followers to trust you and believe in you. End all other tasks. Show respect for people by putting aside 中国最大的管理资料下载中心 (收集 \整理 . 大量免费资源共享 ) 第 15 页 共 195 页 your paper, lunch, etc., and don39。 t take phone calls. You39。 ll be better regarded, and you39。 ll save time. By doing it right the first time, there won39。 t be misunderstandings or any need to repeat information. Be ready to job down notes as the person speaks. Allow the speaker to finish. Don39。 t interrupt. Don39。 t change the subject. Don39。 t finish sentences for the speaker. Remain quiet until you39。 re sure the speaker has pleted his or her thoughts. Read between the lines. As you listen to the speaker, listen for what might be left unsaid. It39。 s not always easy for a person to approach someone in a more senior position and tell it like it is. If you want to get an honest opinion of some of your ideas and actions, you39。 ll need to probe. You39。 ll also need to value that feedback and the person who gave it to you. Never shoot the messenger. Outline your understanding. Once the person is finished speaking, reiterate what you believe to be the main ideas, issues, etc. State them simply and, if possible, try to rank them from most important to least. At each step, ask the speaker if you39。 ve correctly heard the message. Take the time to be certain, or you39。 ve 中国最大的管理资料下载中心 (收集 \整理 . 大量免费资源共享 ) 第 16 页 共 195 页 both simply wasted time. Underline major points. Once you and the speaker agree on the main ideas that have been uncovered, focus your attention on one or two of the most important: What needs to be done right now to make the speakerand youacknowledge that something positive has been acplished? What else can be done in the future? Set a date to revisit these main ideas and to discuss progress. Test the waters. Take what you39。 ve learned and test it with others. What are others feeling and thinking? Is this an isolated issue? Don39。 t take it any less seriously but if it39。 s a movement of sorts, you39。 ll need to address it differently. Testing the waters allows you to explore the real needs, fears and hopes of your followers and incorporate them into your shared vision. Remember, if you39。 re trying to move people in a new direction, you must know here they39。 re ing from. People don39。 t always need leaders to agree with them and act on their suggestions. But people always do need to feel their leader cares enough to listen. When people are uncertain what tomorrow may bring, a leader with a reputation as a good listener may be 中国最大的管理资料下载中心 (收集 \整理 . 大量免费资源共享 ) 第 17 页 共 195 页 the most prized employee in any anization. Work hard to make yourself that person. Part IIII Exercises and Discussion  Exercise to sensitize your questioning techniques. 1 Write on the board a list of 5 or 6 prominent people that everyone knows. Some of these people should be the subject of current controversy. 2 Write a question of each type (see reasons for asking questions at the beginning of this unit) and address each of your questions to one of the people you have listed. 3 Now grade their questions for levels of delicacy on a scale 1 5, with 5 being the most delicate. 4 Check their questions for the appropriateness of their style are they open or closed。 direct or indirect? Adjust the phrasing of the questions to suit the level of delicacy. 5 Lets discuss the results. 中国最大的管理资料下载中心 (收集 \整理 . 大量免费资源共享 ) 第 18 页 共 195 页  Give examples of situations where open/closed types of questions are generally asked.  Choose one of the following topics and make it into a seminar. Try to incorporate all the 15 elements mentioned in part II. How to boil an egg How to anize a piic for your pany Key factors consumers should be aware of when purchasing a DVD player  Rewrite the conversation between John and Mary in Part five. Discuss on the possible outes of the conversation with your partner. Part V Supplementary Materials。