3. 1. 1 Oral Communication
An administrator's daily work involves much oral communication. In fact, they are likely to spend more time on oral communication than in any other work activity. More important, oral communication provides the opportunity for feedback promptly. 管理者的日常工作涉及到大量的口头交流，事实上，他们很可能会花更多的时间在口头交流上，而不是在任何其他的工作中，更重要的是，口头交流会及时提供反馈的机会。
Much of the oral communication that goes on in business is informal, person-to-person communication that occurs whenever people get together. In addition, various kinds of formal oral communication take place in business, for example, participation in meetings, conferences and group discussions;calling one another on the telephone or making formal presentations, speeches, oral reports, etc. All of these kinds of oral communication are a part of administrative work.
大量的口语交际，在商业上是非正式的，人与人的沟通时，每当人们聚在一起。此外，各种形式的口头交际中发生的业务，例如，参加会议，会议和小组讨论；打另一个电话上或正式演讲，演讲，口语报道称，这些口语交际等行政工作的一部分。
Face-to-face communication 面对面交流
Face-to-face communication is a complex form of communication frequently occurring between the administrator and his/her co-workers, supervisors or customers. Listening carefully, using appropriate body language, and interpreting other people’s body language are important to good communication, just as speaking clearly and selecting appropriate words. Sending appropriate messages through words and body language is critical to making ourselves understood. The nonverbal messages sent by means of one’s appearance, posture, and facial expressions are also strong messages to help reinforce oral communication.
面对面沟通是管理者和他/她的同事、主管或客户之间频繁发生的一种复杂的沟通方式，使用适当的肢体语言，以及解释其他人的肢体语言是很重要的，正如说话清楚，选择恰当的词一样，通过文字和肢体语言来传达信息是至关重要的。
Speaking
交谈
The administrator should be more aware of using speech as a tool for accomplishing their objectives in a business context. Some suggestions below may be very useful in this process: Before speaking, think about the purpose, main idea, and the audience.
Organise thoughts in a logical way, decide on a style that suits the occasion, and edit the remarks mentally.
Try to predict how the other person will react and organise the message accordingly. A clever administrator observes his/her audience, ever gets very familiar with his/her executive’s thoughts and temper, judging from verbal and non-verbal feedback whether the message is making the desired impression.
Speaking styles vary greatly depend on different situations and level of intimacy between the speakers, the nature of the conversation takes an influential part as well. conversation with a
stranger could be formal. A serious tone should be adopted when talking about a serious subject. Nonverbal message like facial expressions, vocal characteristics, and body language could strengthen the speech and make them more impressive.
管理员应该更加注意在一个商业环境下使用语音作为一种工具来完成他们的目标，，在这个过程中下面的建议可能是非常有用的：
在说之前，想想这个目的，主要的想法和对象。
以一种合乎逻辑的方式来组织思想，决定一个适合这个场合的风格，并且在精神上编辑这些评论。
尝试预测对方会如何反应，并组织相应的信息，聪明的管理员观察他/她的听众，有史以来对他/她执行的思想和脾气，判断从口头和非口头的反馈信息是否是使期望的印象。 演讲风格的不同很大程度上取决于说话者之间的亲密关系的不同的情况和程度，谈话的性质也需要有影响的一部分。与陌生人的谈话可能是正式的，当谈论严肃的话题时，应该采用一个严肃的语气，比如面部表情、声音特征、肢体语言等，这些都能加强语言的表达，使之更为深刻。
Listening
聆听
Speaking is, of course, only one side of oral communication. Often, you spend over half of your communication time listening. After all, lack of attention and respectful listening can be costly-leading to mistakes, poor service, misaligned goals, wasted time and lack of teamwork. Listening to and acknowledging other people may seem deceptively simple, but doing it well, particularly when disagreements arise, takes true talent. therefore it would be extremely important to have good listening skills for an administrator in case of undertaking tasks and solving disputes. The following are some useful tips:
口语交际只有一面。通常，你花了你一半的通信时间听。毕竟，关注和尊重的倾听可以昂贵导致错误，服务差，不缺乏目标，浪费了时间和缺乏团队精神。听并承认其他人可能看起来似乎简单，但做得很好，尤其是当争执起来，需要真正的天赋。很好的倾听技巧在承担任务和解决纠纷的案例管理极为重要。以下是一些有用的提示：
Give 100%attention. It shows that you care about then much by suspending all other activities.
Respond properly. Responses can be both verbal and nonverbal (nods, expressing interest) , and show you received the message.
Show understanding. Show your understanding bu occasionally restating the gist of their idea or bu asking a question which shows you know the main idea.
Show respect. Show you take the other person’s views seriously by adjusting your tone of voice, rate of speech and choice of words.
Take selective notes. For some situations thoughtful note-taking may be necessary to record important facts that must be recalled later.
100%它表明你在乎那么多的暂停所有其他活动。
适当地回答，回答可能是口头和非口头的（点头，表达兴趣），并显示你收到的信息。 表示理解。
说明你理解不偶尔重申依据他们的想法或卜问问题说明你的主要观点。表现出尊重。 通过调整你的声音、语音和语言的选择来显示你对别人的看法。采取选择性注意。 对于某些情况考虑周到的记录可能是必要的，以记录重要的事实，必须被召回。
Using telephone 使用电话
Many advertisements for office staff mention “good telephone manner” as one of their chief requirements, so it is obvious that it is rated very highly among administrator’s qualifications. One of the important responsibilities of an administrator is to screen interrupting telephone calls as much as possible. Obviously in some instances, the call has to be put through, but an experienced administrator can often deal with callers himself/herself, be able to find someone else who can, or take a message and gave the matter dealt with later on.
办公室工作人员的广告提到“好电话方式”是他们的主要要求，所以很明显，管理者的资格是非常高的，管理者的重要职责之一是尽可能地在屏幕上打电话，很明显，在某些情况下，呼叫必须通过，但有经验的管理员可以经常处理来电者自己，可以找到其他人可以，或是给这个问题处理。
Telephone techniques 电话技术
Good telephone techniques can:
Create an appropriate and positive image .
Avoid communications break down and thus delay, confusion, and perhaps waste of time and money.
Smooth the whole communications process on which any orgaisation is dependent, internally and externally.
The following basic rules for conducting business on a conventional phone will help anyone improve the ability to communicate effectively:
良好的电话技巧：
创建一个适当的和积极的形象。
避免通信中断，从而拖延，混乱，也许浪费时间和金钱。 整个通信过程顺利，任何依赖，内部和外部的。
在常规手机上进行业务的基本规则将有助于任何人提高有效沟通的能力： DOS
Sit up straight and smile when answering the telephone.
When you take a call, turn away from your computer, disk, and other work. Identify yourself immediately.
Keep a notepad and pen by the phone for taking notes during the conversation. Answer promptly, by the second or third ring as possible. Speak in a pleasant and friendly manner. Listen attentively.
Speak clearly and enunciate properly.
Assure callers they have not been forgotten if they have to wait. Only transfer calls when necessary and follow-up. Finish the conversation on a positive note. 应该做的
坐直和微笑接听电话时。
当你打电话时，从你的电脑、磁盘、和其他工作。
立即识别你自己。用电话做笔记，在谈话中记笔记。
及时回答，按二或第三环尽可能。以愉快和友好的方式交谈。 用心聆听。
说话清楚，发音正确。
确保来电者他们没有被忘记，如果他们要等待。 只有在必要和后续的呼叫转移。 在积极的笔记上完成这一对话。 DON’TS
Speak quickly and mumble words.
Use jargon and acronyms in the conversation. Eat, drink or chew gum while on a call. Sound abrupt or rude.
Give the impression that you are rushed or impatient.
Keep the caller on hold woo long. Once you have put your caller on hold, check back every couple of minutes and offer the option of calling back or holding longer. Leave long message.
不要做的
说话很快，咕哝的话。
在谈话中使用的术语和缩写。 打电话时吃，喝或嚼口香糖。 粗鲁无礼的。
给你的印象是，你是冲或不耐烦。
保持来电者的时间，一旦你把你的来电者举行，每两分钟的时间检查，并提供选择回电话或保持更长的时间。 留长信息。
Telephone messages
电话留言
Telephone messages must be taken carefully and delivered promptly. Taking messages well requires two important criteria:
Being polite and professional on the telephone. Recording all the facts correctly.
An example of a casual telephone message is given in Figure 3. 1
A good, clear message form is essential. It should be important-looking and certainly be designed for taking and relaying exactly the information from the caller.
The headings on a printed telephone message form are shown in Figure 3. 2. Messages should be written down at once and read back to the caller so that they can be checked, rather than trying to remember what has been said. Double-check the numbers and spellings with the caller and make sure your written information is legible. A message should be passed on at once to the person for whom it is intended.
电话信息必须小心地采取电话留言，并及时传递，以信息为好，要求有重要标准： 在电话里有礼貌和专业。 正确地记录所有的事实。
图3. 1给出了一个临时电话信息的例子一个好的，明确的信息形式是必不可少的，它应该
是重要的寻找和肯定是设计用于从调用和中继的信息。
在印刷的电话信息表格标题显示在图3. 2. 信息应该写下来，念给对方，他们可以检查，而不是试图记住。确认两次数字和拼写与来电者，确保你写的信息是清晰的。消息应传递到一旦它的目的是为他们的人。
Special situations 特殊情况
Screening calls-An administrator has to be very careful when screening the boss’s calls, avoiding making the impression that it is you decide whether or not a call is going to be connected to the boss. And try to not ask the caller’s name first and then telling him/her calls. Calls like long distance or overseas should be placed when the boss is available. 特殊情况筛选电话的程序管理工作经验必须非常小心筛选老板的电话，避免给别人留下的印象，这是你决定是否一个电话要接老板，不要问对方的名字，然后告诉他/她的电话。电话像长距离或海外应被老板时可用。
Working for travelling bosses-try to set a fixed timeframe for those bosses who travel a lot to ensure that he/she can be available for the calls.
为旅行老板工作，尝试为那些经常出差的老板定一个固定的时间期限，以确保他/她能为他们的电话。
Telephone answering machines
电话答录机
A telephone answering machine is quite useful for busy office staff especially when they are not available to receive phone calls or do not want to be interrupted. With the calls recorded, administrators can deal with the calls later at a convenient time.
电话答录机是非常有用的，忙碌的办公室职员，特别是当他们不能够接听电话或不想被打扰。随着通话记录，管理员可以在方便的时间来处理呼叫。
When recording greeting message into an answering machine, make the mechanical greeting sound warm and inciting, both in tone and content. Briefly explain that you are unavailable, invite the caller to leave a message or, if appropriate, callback.
当录音贺卡到电话答录机，使机械的问候声温暖和煽动，在语气和内容，简要说明你不可用，请对方留言或，如果合适的话，回调。
Leaving messages on an answering machine 在答录机上留信息
If you have a message on an answering machine, remember the following:
如果您在应答机上有一个消息，请记住以下：
Pay attention to the instructions following the recorded voice mail greeting. Identify your name, name of your organisation, the time and date of calling. Speak as slowly and clearly as you can without sounding challenged. Briefly describe the reason for your call.
Leave concise message which conveys concrete information. Speak slowly and distinctly when giving phone numbers.
Identify when and where the caller will be available if a return call is needed.
Repeat your name and number at the end of the message just in case there is a blip in the
国际商务行政管理 第三章中英对照
