目錄

1.Teamwork團(tuán)隊(duì)合作1

2.ReducingProductionCost降低生產(chǎn)成本12

3.InternalCommunications內(nèi)部溝通8

4.ReducingOverheads減少管理費(fèi)用18

5.HowtoDealwHhaHeavyWorkload如何應(yīng)對繁重的工作23

6.WorkEnvironment工作環(huán)境27

7.Loqistics物流32

8.BusinessEthics商業(yè)道德37

9.Recridtinu&Selecting人員招聘42

10.EmployeeTraining員「.培訓(xùn)48

11.CareerDevelopment班卜也發(fā)展53

12.Promotion晉升59

13.Staffpromotion激勵(lì)員」:65

14.Stafftumover員T流失71

15.AppraisingandImprovinqPerformance績效考核與改進(jìn)績效76

16.PayandbeneOts薪酬V福利80

17.Laborrelations勞動(dòng)關(guān)系85

18.Workplacesafetyandhealth「作女企?J職業(yè)保健90

19.Timemanagement時(shí)訓(xùn)管理95

20.Manaqinastress緩解壓力101

21.Productdevelopment產(chǎn)品開發(fā)106

22.Settingprice產(chǎn)品定價(jià)110

23.Productpromotion產(chǎn)品推廣114

24.Advertising廣告118

25.Packaging包裝122

26.Branding品牌126

27.Customersatisfaction顧客滿意度130

28.KeepingCustomers留住顧客134

29.Marketinqchannels營銷渠道138

30.Travelandtransport出行與交通工具142

31.Travelandaccommodation差旅與住宿148

32.Domestictravel國內(nèi)差旅154

33.Travellinqabroad國際差旅160

34.Corporateculture企業(yè)文化166

35.Companyimage公司形象172

36.Corporategifting公司送禮178

37.Corporatesponsorship企'也贊助183

38.Dresscode著裝要求189

39.Entertaininqbusinessclients招待客戶195

40.Sitelocationandrelocation公司選址和遷址200

41.Goinqglobal全球營銷205

42.Franchise特許經(jīng)營209

43.Meetingcompetition應(yīng)對競爭213

44.Officeautomation辦公口動(dòng)化217

45.Settingupcompanywebsite建立公司網(wǎng)站224

46.Internetmarketinq互聯(lián)網(wǎng)促銷230

47.Flexiblepatternsofwo「k彈性T.作方式235

48.Staqinqameetina/conference舉辦會(huì)議241

49.A9endinqameeting/conference參力【I會(huì)議247

50.GivinQapresentation大會(huì)發(fā)言251

51.Tradefairandexhibitions會(huì)展257

PRACTICETESTONE練習(xí)1263

PRACTICETESTTWO練習(xí)2271

PRACTICETESTTWO練習(xí)3278

2011.06.02

UNITONECompanyOperationandManagement

第一單元公司運(yùn)作與管理

1.1Teamwork團(tuán)隊(duì)合作

Teamwork團(tuán)隊(duì)合作，團(tuán)隊(duì)精神

Team-based以團(tuán)隊(duì)為基礎(chǔ)的

Horizontalorganizationstructure橫向企業(yè)結(jié)構(gòu)

Corporategoals企業(yè)目標(biāo)

Charter規(guī)章，章程

Beaccountablefor對…負(fù)有責(zé)任

Creativeinnovation創(chuàng)新改革，創(chuàng)新發(fā)明創(chuàng)新精神

Rewardsystem獎(jiǎng)勵(lì)制度

Payback回報(bào)，報(bào)償

Individuality個(gè)性

Independentthinking獨(dú)立的思想

Groupdecision-making集體決策

Managerialskill管理技能

Coordinate使協(xié)調(diào)，調(diào)整

Interpersonalrelationship人際關(guān)系

Mutualtrust相互信任

Bringoutthepotentials充分發(fā)揮潛能

Closely-knit（關(guān)系）密切的

Keeptrackof品艮蹤，追蹤

Time-consuming花費(fèi)時(shí)間的

Linemanager部門經(jīng)理，業(yè)務(wù)經(jīng)理（與行政經(jīng)理相對）

Pre-building團(tuán)隊(duì)建設(shè)

Nurture培養(yǎng)，教育，發(fā)展

Nurtureteamdynamics培養(yǎng)團(tuán)隊(duì)活力

Promoteteamspirit提倡團(tuán)隊(duì)精神

Driveteamsuccess驅(qū)使團(tuán)隊(duì)成功

Minimize將…減少到最少，最小化

Inhibit約束，抑止

Livenup使...有生氣

Trainingsession一場訓(xùn)練，培訓(xùn)課期

Rafting漂流

Rockclimbing攀巖

Teammate隊(duì)友

Impact影響，效果

Complementary補(bǔ)充的，互補(bǔ)的

Revitalize使新生，給予新的活力

Trait（個(gè)人性格方面的）特征，顯著的特點(diǎn)

Commitment敬業(yè)精神

Interpersonalcommunicationskills人際交際技能，亦作interpersonalskills

Address處理（事情）

HowtoMakeTeamsEffective

如何組建精銳的團(tuán)隊(duì)

Peopleineveryworkplacetalkaboutbuildingtheteam,workingasateam,andmyteam,butfewunderstandhowto

createtheexperienceofteamworkorhowtodevelopaneffectiveteam.

在各種工作場合，人們都在談?wù)搱F(tuán)隊(duì)建設(shè)、團(tuán)隊(duì)合作、自己的團(tuán)隊(duì)，但是卻很少有人真正理解如何體驗(yàn)團(tuán)隊(duì)合作以及

如何組建一支精銳的團(tuán)隊(duì)。

Belongingtoateam,inthebroadestsense,isaresultoffeelingpartofsomethinglargerthanyourself.

屬于一個(gè)團(tuán)隊(duì)，就是體驗(yàn)自己成為比自己更大的團(tuán)體的一部分。

Ithasalottodowithyourunderstandingofthemissionorobjectivesofyourorganization.

這在很大程度上與你對企'也任務(wù)和目標(biāo)的理解有關(guān)。

Inateam-orientedenvironment,youcontributetotheoverallsuccessoftheorganization.

在以團(tuán)隊(duì)為導(dǎo)向的環(huán)境里，你要為企'也的全面成功做出自己的貢獻(xiàn)。

Youworkwithfellowmembersoftheorganizationtoproducetheseresults.

你要和同事們通力合作以達(dá)到這些目標(biāo)。

Eventhoughyouhaveaspecificjobfunctionandyoubelongtoaspecificdepartment,youareunifiedwithother

organizationmemberstoaccomplishtheoverallobjectives.

即使你屬于某個(gè)工作部門，有著具體工作職責(zé)，你仍然要與其他同事團(tuán)結(jié)一致去實(shí)現(xiàn)這些總體目標(biāo)。

Thebiggerpicturedrivesyouractions;yourfunctionexiststoservethebiggerpicture.

你的行動(dòng)受到企業(yè)更大目標(biāo)的驅(qū)使，你的職責(zé)服務(wù)于企業(yè)更大的目標(biāo)。

Therefore,executives,managers,andorganizationstaffmembersuniversallyexplorewaystoimprovebusiness

resultsandprofitability.

因而，行政主管、經(jīng)理以及組織的普通員工無不對提高企業(yè)績效和盈利能力的辦法進(jìn)行探討。

Manyviewteam-based,horizontalorganizationstructuresasthebestdesignforinvolvingallemployeesincreating

businesssuccess.

許多人認(rèn)為，讓全體員工參與、為企業(yè)成功共同努力的最好策略是采取以團(tuán)隊(duì)為基礎(chǔ)的橫向企業(yè)結(jié)構(gòu)。

SuccessfulteambuildingrequiresattentiontoeachofthefollowingTwelveCs.

成功的團(tuán)隊(duì)建設(shè)要遵循以下12條建議：

Clearexpectations:Doteammembersunderstandwhytheteamwascreated?

明確目標(biāo)：團(tuán)隊(duì)成員是否明確團(tuán)隊(duì)組建的目的？

Context:Canteammembersdefinetheirteam'simportancetotheaccomplishmentofcorporategoals?

組建背景：團(tuán)隊(duì)成員是否明確團(tuán)隊(duì)對于實(shí)現(xiàn)企業(yè)目標(biāo)的重要性？

Commitment:Doteammembersperceivetheirserviceasvaluabletotheorganizationandtotheirowncareers?

敬業(yè)精神：團(tuán)隊(duì)成員是否認(rèn)識(shí)到團(tuán)隊(duì)對于企業(yè)以及對自身事業(yè)的成功都很重要？

Competence:Doestheteamfeelthatitsmembershavetheknowledge,skill,andcapabilitytoaddresstheissues

forwhichtheteamwasformed?

團(tuán)隊(duì)能力：團(tuán)隊(duì)是否感知其成員擁有應(yīng)對種種問題的知識(shí)、技能和實(shí)際能力？而團(tuán)隊(duì)組建的目的就是為了解決這些問

題。

Charter:Hastheteamtakenitsassignedareaofresponsibilityanddesigneditsownmission,vision,andstrategies

toaccomplishthemission?

團(tuán)隊(duì)規(guī)章：團(tuán)隊(duì)是否明確自己的職責(zé)范圍并規(guī)劃出自己的目標(biāo)、遠(yuǎn)景和對策以完成使命？

Control:Doteammembersholdeachotheraccountableforprojecttimelines,commitments,andresults?

內(nèi)部控制：團(tuán)隊(duì)成員是否對項(xiàng)目時(shí)間安排、應(yīng)承擔(dān)的義務(wù)和結(jié)果等共同負(fù)有責(zé)任？

Collaboration:Doteammemberscooperatetoaccomplishtheteamcharter?

協(xié)作精神：團(tuán)隊(duì)成員是否能相互協(xié)作、遵循團(tuán)隊(duì)章程？

Communication:Doteammemberscommunicateclearlyandhonestlywitheachother?

內(nèi)部溝通：團(tuán)隊(duì)成員之間能否明確、誠實(shí)地進(jìn)行相互溝通？

CreativeInnovation:Doestheteamvaluecreativethinking,uniquesolutions,andnewideas?

創(chuàng)新改革：團(tuán)隊(duì)是否注重鼓勵(lì)創(chuàng)新思維、獨(dú)特的解決辦法和新的想法？

Consequences:Istheorganizationdesigningrewardsystemsthatrecognizebothteamandindividual

performance?

結(jié)果影響：團(tuán)隊(duì)是否制定獎(jiǎng)勵(lì)制度來獎(jiǎng)勵(lì)團(tuán)隊(duì)以及個(gè)人的工作表現(xiàn)？

Coordination:Areteamscoordinatedbyacentralleadershipthatassiststhegroupstoobtainwhattheyneedfor

success?

協(xié)調(diào)配合:團(tuán)隊(duì)是否有領(lǐng)導(dǎo)核心來協(xié)調(diào)工作、幫助各小組取得成功？

CulturalChange:Doestheorganizationrecognizethatthemoreitcanchangeitsclimatetosupportteams,the

moreitwillreceiveinpaybackfromtheworkoftheteams?

改進(jìn)文化：企'也是否認(rèn)識(shí)到越是通過改變企業(yè)氛圍來支持團(tuán)隊(duì)的工作，就越能夠從團(tuán)隊(duì)的工作中得到回報(bào)？

Spendtimeandattentiononeachofthesetwelvetipstoensureyourworkteamscontributemosteffectivelytoyour

businesssuccess.

要認(rèn)真關(guān)注這12條建議，以保證你的團(tuán)隊(duì)能為企業(yè)的成功最有效地作出努力。

PARTONE:Interview

(1)Doyoulikeworkinginateamoronyourown?(why?)

你喜歡在團(tuán)隊(duì)與個(gè)人合作還是獨(dú)自工作？

Ilikeworkinginateam,astheproverbgoes:"Twoheadsarebetterthanone."Inateam,Icanlearnfrommyfellow

workers,gethelpfromthemwhenI'munderpressure.Andthemostimportantthingis:Icanlearntocommunicate

withallsortsofpeople.

(2)Howimportantisthecentralleadershipofateam?

團(tuán)隊(duì)的核心領(lǐng)導(dǎo)有多重要？

lt*sveryimportant.Youneedsomeonewithmanagerialskillstoleadwithintheteam:heisabletoseethebigpicture

oftheworkgoingon,toengageothers,coordinateinterpersonalrelationshipandorganizeresourceseffectively.

(3)Doyouprefertoworkinsmallteamsorbigteams?(why)

你喜歡在小型團(tuán)隊(duì)還是在大型團(tuán)隊(duì)中工作？

Iprefertoworkinabigteam.Yousee,whenyouworkwithmorepeople,yougetachancetolistentodifferentpoints

ofview,tolearntoseethingsindifferentperspectives.Itsalsomorechallengingasyouhavetocoordinatewith

morepeople,

(4)Isitnecessaryforateamtohaveregularmeetings?

團(tuán)隊(duì)是否有必要定期開會(huì)？

Yes,Ithinkit,sabsolutelynecessary.Regularmeetingscanenableteammemberstokeeptrackofworkprogress

andifsameansofconsideringinformationandmakingcollectivedecisions.

PARTTWO:Mini-presentation

Whafsimportantwhen...?

Evaluatingthesuccessofteamwork衡量團(tuán)隊(duì)成功與否需要考慮哪些要點(diǎn)？

?Mutualtrust相互信任

?Fullco-operation通力合作

Mutualtrustisthefirstsecretofsuccessfulteamwork.Whenmembersshareatrustingrelationship,theywillfeelfree

toexpresstheirviews,understandeachother'scapabilitiesandlimitations,andcommunicatewitheachothertimely.

Thishelpstobringoutthepotentials,experienceandcreativityoftheindividualandcreategoodworkenvironment.

Fullco-operationamongteammembershasadirectimpactonthesuccessorfailureoftheteam.Whenteam

membersdevelopastrongawarenessofcooperation,theywouldmakecollectiveeffortstoachievethecommon

objectivesandensureahigherlevelofqualityandworkmanship.

Ontopofthat,timelycommunicationanddecisionmakingwillalsohelptoimproveworkefficiency.

相互信任是團(tuán)隊(duì)合作成功的秘密之一，當(dāng)團(tuán)隊(duì)成員建立相互信任的關(guān)系，他們就可以毫無束縛的表達(dá)自己的觀點(diǎn)，相

互了解對方的能力和缺點(diǎn)，而且可以及時(shí)相互溝通。這將有助于激發(fā)個(gè)人潛力、經(jīng)驗(yàn)、和創(chuàng)造力并且可以營造良好的

工作環(huán)境。

團(tuán)隊(duì)成員的通力合作也對會(huì)直接影響團(tuán)隊(duì)成功的失敗。當(dāng)團(tuán)隊(duì)成員有強(qiáng)烈的合作意識(shí)，他們將會(huì)共同努力達(dá)到共同的

目標(biāo)。并確保高水平的質(zhì)量及工藝。

除此之外，及時(shí)的溝通和做決定也將幫助改善工作效率。

PARTTHREE：Discussion

Teamwork

Yourcompanyisofferingabrieftrainingprogrammeonteambuildingforlinemanagers.Youhavebeenaskedto

helpplantheprogramme.Discussthesituationtogether,anddecide:

?whatissuesshouldtheprogrammefocuson

?whatkindofactivitiesshouldbeincluded

團(tuán)隊(duì)合作

你們公司正在考慮為部門經(jīng)理提供關(guān)于團(tuán)隊(duì)建設(shè)的短期培訓(xùn)課程。請你們協(xié)助策劃這?課程。討論并決定：

?該培訓(xùn)課程應(yīng)集中在哪些問題上

?應(yīng)包含哪些活動(dòng)

A:Well,Ithinkifsagoodideathatourcompanyisplanningtoofferatrainingprogrammeonteambuildingforallline

managers.

B：Yes.Weneedtoworkoutthefocusofthisprogramme.

A:Inmyopinion,weshould,firstofall,focusonissueslikehowtoformaneffectiveteamandhowtoimprove

communicationwithintheteam.Thesearethemostimportantthingsweneedtoconsiderwhenholdingatraining

programme.

B:Yes,Iquiteagreewithyou.Understandingtheseissuesisthepre-requisiteofsuccessfulteam-building.Besides

that,howtonurtureteamdynamicsshouldbeanotherfocusofourtrainingprogramme,Imean,analyseand

encouragethedynamicsthatdriveteamsuccessandminimizethefactorsthatinhibitthehealthyfunctioningofthe

team.

A:Yes,onlywhenallteammembersaremotivated,andtheygivegoodperformanceinwork.

B:Sowecanincludeinourprogramme,theactivitiesthathelptopromoteteamspirit,activitiesthathelpdevelop

employeemotivationandimprovecommunication.

A:Well,wecanprovideteambuildinggames,andoutdooractivitiesthatlivenupthetrainingsessions.

B:Tmquitewithyouhere.Wecanorganizeoutdooradventureslikerafting,sailingandrockclimbing.Theseevents

servetoincreasepersonalawarenessofabilitiesandcomplementaryskillsinyourteammates.

A:it*saverygoodidea.Theseexcitingactivitiesnotonlyencourageteamparticipation,problemsovingandrevitalize

morale,theyalsoaddsomefunandvariationtoourprogramme.

B:Andinfulfillingtheirpotentials,everyoneintheteamlearnstounderstandotherpeople'scapacitiesandlearnsto

appreciatetheimpactoftheirtraitsonteamdynamics.

A:Yes,mutualunderstandingandmutualtrustareindispensabletoeffectiveteambuilding.

A:我覺得公司計(jì)劃為所有部門經(jīng)理提供團(tuán)隊(duì)建設(shè)的培訓(xùn)課程真是個(gè)好主意。

B:是的，我們需要想出此次活動(dòng)的重點(diǎn)。

A：我的觀點(diǎn)是，我們首先應(yīng)該把重點(diǎn)放在如何組建一個(gè)有效率的團(tuán)隊(duì)和如何改善團(tuán)隊(duì)關(guān)系的方面。當(dāng)我們舉辦培訓(xùn)課

程時(shí)，這些是我們需要考慮的最重要的事情。

B：是的，我非常同意你的看法。成功的團(tuán)隊(duì)建設(shè)前提就是了解你所說的這些問題。除此之外，怎樣激發(fā)團(tuán)隊(duì)活力應(yīng)該

是我們培訓(xùn)課程的另一個(gè)需要重視的方面，我的意思是，分析和鼓勵(lì)團(tuán)隊(duì)成功的動(dòng)力，使抑制團(tuán)隊(duì)良性運(yùn)作的因素減

少到最小。

A：是的，只有當(dāng)所有團(tuán)隊(duì)成員都充滿動(dòng)力，他們在工作中才會(huì)表現(xiàn)出好的成績。

B：因此我們應(yīng)該將能幫助發(fā)揚(yáng)團(tuán)隊(duì)合作精神、幫助發(fā)展員工積極性和提高溝通的活動(dòng)包括在我們的課程中。

A：是的，我們可以提供團(tuán)隊(duì)建設(shè)的游戲，和戶外活動(dòng)讓培訓(xùn)課程充滿活力。

B：我同意你的看法。我們可以組織像漂流、航海和攀巖等戶外探險(xiǎn)。這些項(xiàng)目幫助增強(qiáng)個(gè)人意識(shí)的能力和與隊(duì)友互補(bǔ)

的技能。

A：這是個(gè)好主意。這些激動(dòng)人心的活動(dòng)不僅可以鼓勵(lì)隊(duì)員、解決問題和重振士氣。也可以為我們的課程增加樂趣和

使其多樣化。

B：為了挖掘他們的潛力，團(tuán)隊(duì)中每個(gè)人學(xué)會(huì)去了解其他人的能力以及學(xué)會(huì)去欣賞他們對團(tuán)隊(duì)動(dòng)力影響的特質(zhì)。

A：是的，相互了解和相互信任對于有效的團(tuán)隊(duì)建設(shè)是必不可少的。

(1)Whatarethecharacteristicsofagoodteam?

?個(gè)良好的團(tuán)隊(duì)有哪些特點(diǎn)？

Characteristicslikemutualtrust,co-operation,commitment,opennessofexpressionamongteammembersare

essentialtoagoodteam.Besides,ateamshouldalsobeclearaboutthecommongoalstheyaimtoattain.

(2)Whatmightbethedisadvantagesofworkinginateamenvironment?

在團(tuán)隊(duì)中工作有哪些不利因素？

Sometimes,teammembershiprequiresyoutogiveupsomeindividualityinorderfortheteamtofunctionasawhole.

Sometimesyoufeelyourowncontributiontotheteamcannotbemeasured,soyouworklessthanyouwould

individually.

(3)Wouldyouliketotakepartinaprogrammefordevelopingteamwork?(Why)

你是否愿意參加團(tuán)隊(duì)發(fā)展的培訓(xùn)課程？

Yes,ofcourse.Itoffersmeopportunitiestodevelopbetterinterpersonalcommunicationskills,andtheseare

essentialinmybusinesscareer.

(4)Howmightacompanymeasurethesuccessofatrainingprogramme?

公司應(yīng)該怎樣衡量培訓(xùn)課程的成??？

Toevaluatetheimpactofatrainingprogramme,wecanseeifthetraininghashelpedtoaddresstheissuesinthe

work,toseeifthere'sanyimprovementintheworkperformanceofthestaffandifitencouragescreativeinnovation

andteamwork.

(5)Doyouthinkacompanywillalwaysbenefitfromstafftraining?(Why?/Whynot?)

你是否認(rèn)為公司總是可以從員工培訓(xùn)中有所獲益？

Ithinkacompanycanbenefitmuchfromstafftraining.Throughtraining,employeeswillhaveabetterunderstanding

oftheirworkobjectives,havegreatercommitmentintheirwork,andacquirepracticalworkingskills.

2011.06.03

1.2InternalCommunications內(nèi)部溝通

Becommittedto致力于

Beengagedin投身于…,忙于

Delivery傳輸，傳送

Corporateinformation公司信息

Vision設(shè)想，遠(yuǎn)見

Openness坦誠，公開

Integrity誠信，誠實(shí)

Paramount極為重;要的

-wide(后綴，與名詞一起構(gòu)成形容詞或副詞)全…范圍的

Opinionsurvey意見調(diào)查

Putinplace實(shí)施,到位

Audience-driven以受眾為導(dǎo)向的

Communicationsapproach溝通方式

Segmentation分割，切斷

Customization根據(jù)對方需要制作，量身定做

Integratedplatform集成的（信息）平臺(tái)

Costefficiency成本效率

Digitalmedia數(shù)碼媒介

Intranet企業(yè)內(nèi)部互聯(lián)網(wǎng)

Notice-board布告牌

Resentment憤恨，不滿

Open-minded胸襟開闊的

Out-going爽直的，樂于助人的，外向的

Mettle勇氣,精神

Initiative主動(dòng)性

Managementmessage管理信息

Performanceexcellence優(yōu)異表現(xiàn)

Subordinate下級(jí)，下屬

E-mailnewsletter電郵通訊,電子郵件通訊,亦作E-newsletter,E-news-letter

Tangibleperformancestandards具體的工作標(biāo)準(zhǔn)

Annualperformancereviews（對員工的）年度業(yè)績考核，年度績效評(píng)估

Staffappraisal（對員工的）業(yè)績評(píng)估，業(yè)績考核

Two-waycommunication雙向交流

Voiceone'sopinionsabout就…發(fā)表自己的意見

Column（報(bào)紙、雜志的）專欄

Layout版面設(shè)計(jì)

Cartoonpicture漫畫

Companylogo公司標(biāo)識(shí)

Asenseofbelonging歸屬感

Workstation工作站，工作處

Informationequality信息均等

Haveaccessto有權(quán)使用…

Channel渠道，通道

Opinionpoll民意測驗(yàn)

Internalcommunications

內(nèi)部溝通

Nokiaiscommittedtoastronginternalcommunicationscultureandpractice.

諾基亞公司致力于建立一種強(qiáng)有力的內(nèi)部溝通文化和實(shí)踐體系。

Itsbroadrangeofcommunicationsactivities,channelsandmediastrivetohelpemployeesmanageanduse

corporateinformationtheyreceiveintheirworkandorganizationalrelationshipsandindoingso,

諾基亞公司通過各種廣泛的溝通活動(dòng)以及豐富的溝通渠道和媒介，盡力幫助員工管理和運(yùn)用他們在工作中以及在企業(yè)

交往中獲得的公司信息。

befullyengagedinthedeliveryofthecompany'sstrategyandtheNokiaWay.

公司通過這種做法，切實(shí)傳播公司的運(yùn)作策略以及“諾基亞之道”

Nokiapromotesaculturewheregoodcommunicationspracticeisintegratedintoeverydayinteractionwithand

betweenemployeesandwheresharedvisionandgoals,sharedknowledge,openness,speedandintegrityare

paramount.

諾基亞公司倡導(dǎo)這樣一種公司文化：將良好的溝通習(xí)慣融入公司于員工以及員工與員工之間的口常交往之中。在這一

公司文化中，共同的期望和目標(biāo)、共享的知識(shí)、坦誠、高效和減信高于一切。

Thecompanymeasuresitsperformanceininternalcommunicationsthroughthecompany-wideannualemployee

opinionsurveyaswellastargetedsurveysaroundspecificcommunicationsactivities.

諾基亞公司通過在公司上下進(jìn)行一年?度的員工意見調(diào)查，以及針對具體溝通活動(dòng)的目標(biāo)調(diào)查，衡量公司內(nèi)部溝通方

面的績效。

Nokiaisputtinginplaceanaudience-drivencommunicationsapproachtomeetthediverseneedsofitsemployees

forinformationandcommunication,withemphasisonsegmentation,customizationandchoiceofaccess.

諾基亞公司正在實(shí)施以受眾為導(dǎo)向的溝通方式，以滿足員工對信息和交流的不同需要，著重強(qiáng)調(diào)溝通職能的切分、量

體裁衣的溝通方式以及溝通途徑和選擇。

Thisworkissupportedbythedevelopmentanduseofcommonandintegratedplatformsandprocesseswhichw川

encouragecostefficiencyintheuseofinternalandexternalresourcesandadoptionovertimeofdigitalmedia.

這項(xiàng)工作得以展開是通過開發(fā)和使用了普通以及集成的信息平臺(tái)和處理程序，在運(yùn)用內(nèi)外資源的過程中激勵(lì)成本效率，

并采用了數(shù)碼媒介等方式。

Therearethreeprimarychannelsforcommunicatingwithemployee.Nokiapeoplemagazineispublishedinthefour

mostcommonlanguagesinNokia:English,Finnish,ChineseandGerman.NokiaNewsServiceoffersdailyonline

newsfromaroundtheorganization,andtheIntranetcontainsavastamountofdetailedcompanyinformation.

諾基亞公司和員工的溝通有三種不同的渠道?！吨Z基亞人》雜志采用四種語言出版：英語、芬蘭語、漢語和德語；諾基

亞新聞服務(wù)網(wǎng)每天提供在線的公司新聞；還有企業(yè)內(nèi)部互聯(lián)網(wǎng)，提供大量詳細(xì)的公司信息。

PARTONEInterview

(1)Whatarethemethodsofcommunicationtostaffinmostcompanies?大多數(shù)公司采用什么方式和員工進(jìn)行溝通？

Themostpopularcommunicationmethodsinclude:face-to-facecommunication,E-mails,telephone,notice-boards,

etc.nowadays,theIntranetisaveryeffectivemethodofcommunication.

(2)Doyouthinkyouaregoodatcommunicatingwithyourboss?(Why?/Whynot?)你覺得自己善于和上司溝通嗎？

Yes.IthinkI'mquitegoodatcommunicatingwithpeople.WheneverIhavesomenewideasorresentmentaboutmy

work.HItalktomybossfacetoface.Tmveryfrankandopen-minded,readytoacceptdifferentopinions.

(3)Isitimportanttoletyourmanagerknowyourideasaboutwork?(Why)

讓你的上司知道你對工作的看法是否重要？

Ithinkifsveryimportant.Yousee,Ioftenmakesuggestionstomybossaboutinternaldevelopment,anddiscuss

areasIwouldliketoimproveon.Inthisway,Tmcontributingtotheoverallimprovementofthecompany.

(4)Doyouthinkpeoplecanbetrainedtocommunicatemoreefficiently(Why)

你認(rèn)為通過培訓(xùn)人們是否可以更有效地進(jìn)行溝通？

Yes.Ithinkitwillbeveryhelpfulifemployeesgetchancestoattendtrainingcoursesoninterpersonalskills.Such

trainingwillenablethemtocommunicatemoreeffectively.

PartTwo:Mini-presentation

What'simportantwhen...?

Communciatingmanagementmessagestothestaff

和員工溝通管理信息需要考慮哪些要點(diǎn)？

?Overallpurpose整體目標(biāo)

?Feedbackonperformance對工作表現(xiàn)的反饋

?

Firstofall,Ithinkit'simportanttoclearlystateyouroverallpurposeandexpectations.Inthisway,employeeknow

exactlywhattheyshoulddotomeetworkrequirementsandtoachieveperformanceexcellence.

Inadditiontothis,providingfeedbackontheirperformanceisalsoimportant.Onthemanagerialpart,performance

reviewshelpmanagerstokeeptrackofpossibleproblemsintheirownwork.Onthepartoftheemployees,theyget

encouragedfortheirhardworkandaregivenchancestocorrectmistakesmadeonthejob.

Besides,managersshouldbemoreopeninsharinginformationwiththeirsubordinates.Theyshouldletemployees

knowinadvanceanyproposedchangesbeforetheyactuallyoccur.Thiswillenhancemutualunderstandingand

trust.

首先，我認(rèn)為清晰的陳述你的總體目標(biāo)和期望是很重要的。這樣，員工可以確切的知道他們應(yīng)該做什么來滿足工作需

求以及實(shí)現(xiàn)卓越的成績。

除此之外，對他們的成績提出反饋意見也很重要。從管理的角度來看，績效評(píng)估幫助管理者追蹤他們自己可能發(fā)生的

問題；從員工的角度，他們努力工作得到鼓舞，工作中出現(xiàn)的問題也有機(jī)會(huì)得到糾正。

另外，管理者應(yīng)該與下屬更開發(fā)的分享信息。任何建議的改變之前，他們應(yīng)該讓員工提前知曉。這將加強(qiáng)相互的理解

及信任。

PARTTHREEDiscussion

E-mailNewsletter

YoucompanywouldliketointroduceanE-mailnewslettertosendtoallmembersregularly.Youhavebeenaskedto

helpco-ordinatetheproject.Discussthesituationtogether,anddecide:

?whatkindsofarticlesandinformationshouldbeincluded

?whatthenewslettershouldlooklikeandhowoftenitshouldbesent

電子郵件快訊

你們公司意欲創(chuàng)建一份電子郵件快訊，定期發(fā)給全體員工。請你們共同協(xié)調(diào)這一計(jì)劃。討論并決定：

?電子郵件快訊中應(yīng)包含哪些文章和信息

?電子郵件快訊的版式、發(fā)送周期

A：Yousee,ourcompanyisdesigninganE-mailnewsletterforallstaffmembers.Itcertainlyisaverygoodchannel

forinternalcommunication.

B:Yes.Whatinformationshouldbeincluded,inyouropinion?

A:Itshouldcarryarticlesaboutthetangibleperformancestandardsforstafftofollow,andinformationaboutany

changesinthecompany,suchasnewpolicies,newprojectsandnewmanagers,etc.thiswillhelptoreducethe

chanceforconfusionandmisinterpretationofkeycorporatepolicesanddecisions.

B:Yes,Tmquitewithyouhere.Informationofthiskindwillhelpstaffmembersbetteradjustthemselvestothework

environmentandachievehigherlevelofperformance.

A:Thereshouldalsobeinformationaboutthelatestachievementsofthecompanyaswell.

B:Iagreewithyou.But...

A:Andaboutannualperformancereviewsandstaffappraisals,justtorewardhardworkingpeopleandlookat

problemsinwork.Yousee...

B:Well,youarequiteright.ButIthinkweshouldplaceemphasisontwo-waycommunication.Thenewslettershould

alsofocusontheemployeeside.Weshouldallowouremployeestovoicetheiropinionsaboutday-to-dayworkand

corporatedevelopment.Theyshouldalsohaveachancetocommentontheperformanceofthemanagersandpoint

outproblemsintheirwork.

A:Thafsagoodidea.Solet'sputinthiscolumn"VoicefromtheStaff*.

B:Besidesthecontents,thelayoutisalsoimportant.Wecanusesomephotos,peopleusuallyliketoseepicturesof

themselvesandpeopletheyknow.Soitwillbeabletoattractmorereaders.Wecanalsousecartoonpicturestohelp

illustrateourideas.

A:Good.Anddon*tforgetourcompanylogo,itwillhelptopromoteasenseofbelongingandloyalty.Andlefsalso

insertsomehumour,tomakeitmorereadable.

B:Finally,Ithinkitshouldbesenttoouremployeeseveryotherweek.

A:Well,er...yousee,thisisacompetitiveage,newsandinformationkeepchanging.Whynotmakeitonceinevery

tendays,threedifferentissueseverymonth.

B:Alright.Andlet'smakeitshort,sopeopledon'thavetospendtoomuchtimereadingeachissue.

A:Iagree.

A:你是知道的，我們公司正在為全體員工設(shè)計(jì)一個(gè)電子郵件快訊。這確實(shí)是一個(gè)非常好的內(nèi)部溝通的渠道.

B：是的，你認(rèn)為這其中應(yīng)該包括什么樣的信息呢？

A：應(yīng)該包括員工遵循的具體工作標(biāo)準(zhǔn)這類文章，以及關(guān)于公司任何變化的信息，例如新政策、新項(xiàng)目和新的管理者等

等。這將幫助減少對公司政策及抉擇的困惑和誤解。

B：是的，我很同意你的觀點(diǎn)。這方面的信息將幫助員工在適應(yīng)工作環(huán)境及達(dá)到更高的水平進(jìn)行更好的我調(diào)節(jié)

A：也應(yīng)該包括關(guān)于公司最新最新成果的信息。

B：我同意，但是…

A：且關(guān)于每年的績效考核與員工評(píng)估，只作為員工辛勤工作的回報(bào)及尋找工作中的問題。你知道…

B：是的，你說的很對。但是我認(rèn)為我們應(yīng)該把重點(diǎn)放在雙方的溝通上。郵件快訊也應(yīng)該聚焦于員工這一方面。我們應(yīng)

該允許我們的員工發(fā)表他們對日常工作和公司發(fā)展的意見。他們也應(yīng)該有機(jī)會(huì)去評(píng)論管理者得成績以及指出其再工作

中的問題。

A：這是個(gè)好主意。那么讓我們把這個(gè)專欄叫做：“員工之聲”

B：除了這個(gè)內(nèi)容，排版也很重要，我們應(yīng)該刊登一些照片，人們通常喜歡看到他們自己活著認(rèn)識(shí)的人的照片。這樣能

夠吸引許多讀者。我們也可以用漫畫來說明我們的想法。

A：很好。還有別忘了我們公司的標(biāo)識(shí)，這將幫助我們?nèi)ヌ嵘龤w屬感和忠誠度。讓我們來穿插一些小幽默，讓它更具可

讀性。

B：最后，我認(rèn)為我們應(yīng)該隔周發(fā)送給員工。

A：是的，可…你知道，這是一個(gè)競爭的時(shí)代，新聞和信息變化交替。不日我們每隔10天發(fā)送一次，每個(gè)月有不同的

三期。

B：好的，讓我們盡量簡短些，這樣的話就不會(huì)花費(fèi)員工太多時(shí)間去閱讀每?期。

A：我同意。

(1)Doyouthinkit'simportantthatmanagerslistentocomplaintsfromemployees?(why/whynot?)

你認(rèn)為經(jīng)理聽取員工的申訴是否很重要？

Yes.Complaintsfromemployeesusuallyreflecttheproblemswithinthefirm,someevenshowproblemsofthe

management.Listeningtothecomplaintshelpsmanagerstofindproblemsandwaystoresolvethem.

(2)Doyoucommunicatewithyourcolleagueoftenandhow?

你是否經(jīng)常和同事溝通？是怎樣溝通的？

Yes.Ioftencommunicatewithmycolleagues,wesharecorporateinformationtogether,exchangenewsandviews.

Inmostcases,wechatwitheachother,sometimesweE-mailtoeachother.

(3)Whataretheadvantagesofmanagementcommunications?

管理溝通有哪些優(yōu)勢？

Managementcommunicationscanenhancemutualtrust,promoteemployeecommitment,boostmorale.Ontopof

that,ithelpstoimproveproductivity.

(4)Isitnecessaryforthemanagertohavepersonalcontactswithhisemployees?

經(jīng)理是否有必要親自去同雇員溝通？(為什么)

Yes.Itisbetterforthemanagergotoanemployee'sworkstationratherthanmakephonecalls.Face-to-face

discussionshowsyoursincerityand