商務(wù)管理之 和上級(jí)溝通　Communicating with Superiors

商務(wù)管理之 和上級(jí)溝通　Communicating with Superiors

只要是公司員工，就難免要和領(lǐng)導(dǎo)溝通，匯報(bào)情況。即便是在家里工作（work from home）的人，也得通過(guò)郵件或電話(huà)來(lái)向那些甚至素未謀面（face to face）的老板們匯報(bào)。如下建議會(huì)幫助你和領(lǐng)導(dǎo)有效地溝通。

挑選合適的時(shí)間

選擇在周五下午下班前和老板談復(fù)雜的問(wèn)題可不是什么高明的主意。你要盡量避免用到如“既然你在這里（now that you're here）……”或“在你走之前（before you leave）……”之類(lèi)的談話(huà)方式，不要讓你的舉動(dòng)成為對(duì)上級(jí)的滋擾（nuisance）。

⊙Excuse me Mr.Zhang.Do you have time to meet with me briefly?

打擾了，張先生，你是否有時(shí)間和我簡(jiǎn)單說(shuō)兩句？

⊙Do you have some time for me to meet with you?I'd like to discuss……

你是否有時(shí)間和我談?wù)?？我想討論有關(guān)……

⊙Can I make an appointment to go over the proposals with you sometime next week?

我能和你約到下周的什么時(shí)間來(lái)審核建議嗎？

⊙Do you have time to be briefed on……

你是否有時(shí)間聽(tīng)聽(tīng)關(guān)于……的簡(jiǎn)介？

準(zhǔn)備充分

將所有的文件、郵件或樣品，以及相關(guān)備份信息（backup information）都準(zhǔn)備齊全。向老板展示你的工作完成情況（done your homework），證明沒(méi)有在浪費(fèi)他的時(shí)間。想老板之所想（get into his head），預(yù)計(jì)他會(huì)有什么樣的問(wèn)題和擔(dān)憂(yōu)，做好應(yīng)答準(zhǔn)備。對(duì)于錯(cuò)誤要勇于承認(rèn)，不要躲躲閃閃。

A：You wanted to discuss the financial report?

B：Yes, I did. I wanted to ask for your opinion about some of the numbers we have come up with. They seemed a little sketchy, so I wanted to run them by you.Here's a copy of the latest data……

A：你想討論的是財(cái)務(wù)報(bào)告？

B：是的。我想就一些數(shù)據(jù)問(wèn)問(wèn)你的意見(jiàn)。這些數(shù)據(jù)看上去有些不準(zhǔn)確。所以我想讓你看看，這是最新數(shù)據(jù)的復(fù)印件……

角色清晰

沒(méi)有必要為了迎合領(lǐng)導(dǎo)而效仿（imitate）其風(fēng)格，但營(yíng)造輕松舒適的環(huán)境有益于溝通。掌握你的意見(jiàn)和觀點(diǎn)（maintain control of your point），并讓老板覺(jué)得結(jié)果在他的掌握中（feel in control），因?yàn)樗攀穷I(lǐng)導(dǎo)。

⊙I'd like to discuss our progress on the Shanghai project.

我想就我們上海項(xiàng)目的進(jìn)程（和你）探討一下。

⊙I was hoping to get some advice about……

我希望就……得到一些建議。

⊙Do you have any suggestions for us about how to deal with……

對(duì)于如何處理……你是否有什么建議？

⊙What do you think we should do about……

對(duì)于……你認(rèn)為我們?cè)撛趺醋觯?

⊙Do you approve of……

你贊同……嗎？

⊙Would it be alright if we……

如果我們……是否行得通？

⊙Thank you for your suggestions, I appreciate your help.

感謝你的建議，非常感激你的幫忙。

電子郵件

好的判斷力（use good judgment）非常重要。確認(rèn)哪些題目適合當(dāng)面溝通（in person communication），哪些適合電話(huà)溝通，哪些適合郵件溝通。郵件中的用語(yǔ)要專(zhuān)業(yè)，注意表達(dá)完整（use complete sentences）。

⊙This email is to inform you of……

這封郵件是要向你匯報(bào)……

⊙Please see the attachment for a complete report.

為了看到完整的報(bào)告，請(qǐng)參看附件。

⊙Please don't hesitate to contact me if you have any problems with the attachment, or if you have any questions or concerns.

如果附件中有任何問(wèn)題或你有任何問(wèn)題或擔(dān)憂(yōu)，請(qǐng)盡管和我聯(lián)系。

避免情緒化（don't get emotional）

切勿讓情緒為理智做主。出現(xiàn)爭(zhēng)執(zhí)時(shí)，不要將對(duì)方的沖動(dòng)話(huà)語(yǔ)和自己的自尊心聯(lián)系起來(lái)，而是把精力集中到問(wèn)題的解決方案上?？傊灰f(shuō)讓自己將來(lái)會(huì)后悔的話(huà)（regret later）。

A：How could you make such a stupid mistake?What am I paying you for anyway?The janitor could be a better accountant than you are！

B：I'm sorry for the mistake. I won't let it happen again.

A：你怎么會(huì)犯這么愚蠢的錯(cuò)誤？我付錢(qián)給你到底為了什么？讓門(mén)衛(wèi)干會(huì)計(jì)都比你強(qiáng)！

B：我很抱歉發(fā)生這樣的錯(cuò)誤。

總結(jié)

出現(xiàn)失誤或做錯(cuò)了事，反正早晚是要面對(duì)老板的，不如挑選一個(gè)恰當(dāng)?shù)臅r(shí)間，以合適的方式，主動(dòng)迎上去。談話(huà)中切勿閃爍其詞，逃避責(zé)任，因?yàn)轭I(lǐng)導(dǎo)的智商不容低估，這樣會(huì)使問(wèn)題更加復(fù)雜。遇到過(guò)激的言語(yǔ)要保持冷靜，就事論事就好。

Words　單詞表

audit審計(jì)

brief做匯報(bào)

briefly簡(jiǎn)要地

contract合同

cutback削減

data數(shù)據(jù)，資料

drain排水，流出

duplication重復(fù)

error錯(cuò)誤，誤差

expense開(kāi)支，費(fèi)用，經(jīng)費(fèi)

janitor門(mén)衛(wèi)

merger合并

overextend透支

partner伙伴

proposal建議，提議

realign調(diào)整，重組

stipulation規(guī)定

unaccounted未予說(shuō)明的，未加解釋的

Phrases　短語(yǔ)表

a little sketchy有一點(diǎn)粗略，不準(zhǔn)確

be at fault歸咎，犯錯(cuò)

be in order符合程序，秩序井然

catch sb找到/碰到某人

come up with（numbers）追上，趕上

deal with sth處理/安排某事

for a minute一會(huì)兒

general fund普通/共同基金

go over　調(diào)查，檢查

good time/bad time合適/不合適的時(shí)間

have riding on sb苛求某人

keep sth to a minimum將某事物保持到最低限度

overhead expenses管理費(fèi)用/間接費(fèi)用

pull from撤出

put demands on sb對(duì)某人提要求

run sth by sb讓某人看某物

under budget在預(yù)算之內(nèi)

實(shí)景對(duì)話(huà)1

A：Excuse me Mr. Zhang.Do you have time to meet with me briefly?I'd like to discuss our progress on the Shanghai project. I was hoping to get some advice about the financial reports.

B：It's okay. I have a few minutes now.Come on into my office.

A：Thank you. Hmmm……As you can see, there are a few problems……While we are under budget on the project, it seems that there are a few expenses unaccounted for. Do you have any suggestions for us to deal with this?

B：Obviously an audit seems to be in order……

A：Well, yes, I thought of that, too. Here it is……Now when I made the audit, I found that the expenses had been pulled from the general fund, which should only be used for overhead expenses. And this was a big mistake because it drained the general fund.That means we've overextended the general fund and will probably be in trouble with the bank.

B：Who is responsible for this error?

A：Well, sir……we don't know exactly how it happened……

B：That's not good enough. You're the head financial officer.That meansyou're at fault.How could you let such a stupid mistake be made?What am I paying you for anyway?The janitor could be a better accountant than you are！

A：I'm sorry for the mistake. I won't let it happen again.

A：對(duì)不起，張先生，你是否有時(shí)間和我簡(jiǎn)單談?wù)?？我想就上海?xiàng)目的進(jìn)程和你探討一下。想聽(tīng)聽(tīng)您對(duì)財(cái)務(wù)報(bào)告的意見(jiàn)。

B：可以的，我現(xiàn)在有點(diǎn)時(shí)間。進(jìn)來(lái)吧。

A：謝謝。你都看到了，存在一些問(wèn)題……盡管項(xiàng)目預(yù)算還未超標(biāo)，但是好像有些花銷(xiāo)沒(méi)被統(tǒng)計(jì)進(jìn)來(lái)。對(duì)于這個(gè)問(wèn)題，你能否給我們一些建議？

B：很顯然，有必要做一下審計(jì)。

A：是的，我也那樣認(rèn)為。這是……通過(guò)審計(jì)后我發(fā)現(xiàn)這些花銷(xiāo)從公共基金中扣除了。公共基金的流失是很?chē)?yán)重的錯(cuò)誤。這么干意味著公共基金開(kāi)支過(guò)大，可能銀行會(huì)找麻煩。

B：誰(shuí)對(duì)這個(gè)問(wèn)題負(fù)責(zé)？

A：嗯……我們還不確定事情的來(lái)龍去脈……

B：那太糟糕了。你是財(cái)務(wù)主管，就是說(shuō)歸咎于你。你怎么會(huì)讓這么愚蠢的錯(cuò)誤發(fā)生呢？我付錢(qián)給你到底為了什么？門(mén)衛(wèi)都可以比你算得清楚！

A：我為這個(gè)錯(cuò)誤感到很抱歉。我不會(huì)讓這種情況再發(fā)生了。

實(shí)景對(duì)話(huà)2

A：Mr. Johnson, Do you have time to be briefed on our meeting with our merger partners next week?

B：That's okay. I have a few minutes now.

A：Great. Well, let me catch you up to speed on what's happening with the merger. We've already received the contract from their side, and our legal department has reviewed and approved it.In our meeting next week, it's our last opportunity to make changes if we want to before we go ahead with the agreement as it stands.

B：Very good. Can you be sure I get a copy of the contract as it was approved by legal?

A：Of course sir. Actually, I have a copy for you right here.

B：Excellent.

A：I was hoping you could also give me some suggestions about how to realign our department after the merger takes place. What do you think we should do about the issues of duplication?I hate to have to cut back on our staff.Would it be alright if we asked for a stipulation to keep the merger's resulting lay-offs to a minimum?

B：It is possible to raise these types of terms in our negotiations, but I am not sure it is in our best interests to do so……

A：So what do you suggest?Do you approve of the cutbacks?

B：Well, it's not that I am happy to see some of our employees be forced to leave. But we already have enough riding on this deal without having to put more demands on our negotiation partners.

A：Johnson先生，你是否有時(shí)間聽(tīng)聽(tīng)有關(guān)我們下周和合并伙伴會(huì)議的介紹？

B：行。我現(xiàn)在有幾分鐘。

A：好的，那我來(lái)說(shuō)說(shuō)有關(guān)合并的最新進(jìn)展吧。我們已經(jīng)收到了合同，法務(wù)部已經(jīng)審核通過(guò)了。如果我們想在簽訂合同之前做變動(dòng)，下周的會(huì)議將是最后的機(jī)會(huì)。

B：太好了。你能否給我一份法務(wù)部通過(guò)的合同復(fù)印件。

A：沒(méi)問(wèn)題。我手上就有一份復(fù)印件。

B：好極了。

A：我希望你能給我一些合并后如何重組我們部門(mén)的建議。你覺(jué)得怎么做才能解決人員重合的問(wèn)題？我不愿意裁掉職員。如果我們要求制定一款合并后盡可能地少裁員的條文，能否行得通？

B：我們?cè)谡勁袝r(shí)可以提這些條件，但我不確定這樣做是否對(duì)我們有利。

A：那你的建議是什么？你同意削減嗎？

B：我也不愿意看到我們的員工被迫離開(kāi)?？墒俏覀円呀?jīng)提了足夠多的要求，恐怕我們無(wú)法再向談判伙伴提更多的要求了。