商務管理之 和上級溝通　Communicating with Superiors

商務管理之 和上級溝通　Communicating with Superiors

只要是公司員工，就難免要和領導溝通，匯報情況。即便是在家里工作（work from home）的人，也得通過郵件或電話來向那些甚至素未謀面（face to face）的老板們匯報。如下建議會幫助你和領導有效地溝通。

挑選合適的時間

選擇在周五下午下班前和老板談復雜的問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）……”之類的談話方式，不要讓你的舉動成為對上級的滋擾（nuisance）。

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

打擾了，張先生，你是否有時間和我簡單說兩句？

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

你是否有時間和我談談？我想討論有關……

⊙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間來審核建議嗎？

⊙Do you have time to be briefed on……

你是否有時間聽聽關于……的簡介？

準備充分

將所有的文件、郵件或樣品，以及相關備份信息（backup information）都準備齊全。向老板展示你的工作完成情況（done your homework），證明沒有在浪費他的時間。想老板之所想（get into his head），預計他會有什么樣的問題和擔憂，做好應答準備。對于錯誤要勇于承認，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：你想討論的是財務報告？

B：是的。我想就一些數(shù)據(jù)問問你的意見。這些數(shù)據(jù)看上去有些不準確。所以我想讓你看看，這是最新數(shù)據(jù)的復印件……

角色清晰

沒有必要為了迎合領導而效仿（imitate）其風格，但營造輕松舒適的環(huán)境有益于溝通。掌握你的意見和觀點（maintain control of your point），并讓老板覺得結果在他的掌握中（feel in control），因為他才是領導。

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

我想就我們上海項目的進程（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……

對于如何處理……你是否有什么建議？

⊙What do you think we should do about……

對于……你認為我們該怎么做？

⊙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。確認哪些題目適合當面溝通（in person communication），哪些適合電話溝通，哪些適合郵件溝通。郵件中的用語要專業(yè)，注意表達完整（use complete sentences）。

⊙This email is to inform you of……

這封郵件是要向你匯報……

⊙Please see the attachment for a complete report.

為了看到完整的報告，請參看附件。

⊙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題或你有任何問題或擔憂，請盡管和我聯(lián)系。

避免情緒化（don't get emotional）

切勿讓情緒為理智做主。出現(xiàn)爭執(zhí)時，不要將對方的沖動話語和自己的自尊心聯(lián)系起來，而是把精力集中到問題的解決方案上?？傊灰f讓自己將來會后悔的話（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：你怎么會犯這么愚蠢的錯誤？我付錢給你到底為了什么？讓門衛(wèi)干會計都比你強！

B：我很抱歉發(fā)生這樣的錯誤。

總結

出現(xiàn)失誤或做錯了事，反正早晚是要面對老板的，不如挑選一個恰當?shù)臅r間，以合適的方式，主動迎上去。談話中切勿閃爍其詞，逃避責任，因為領導的智商不容低估，這樣會使問題更加復雜。遇到過激的言語要保持冷靜，就事論事就好。

Words　單詞表

audit審計

brief做匯報

briefly簡要地

contract合同

cutback削減

data數(shù)據(jù)，資料

drain排水，流出

duplication重復

error錯誤，誤差

expense開支，費用，經(jīng)費

janitor門衛(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未予說明的，未加解釋的

Phrases　短語表

a little sketchy有一點粗略，不準確

be at fault歸咎，犯錯

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管理費用/間接費用

pull from撤出

put demands on sb對某人提要求

run sth by sb讓某人看某物

under budget在預算之內(nèi)

實景對話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：對不起，張先生，你是否有時間和我簡單談談？我想就上海項目的進程和你探討一下。想聽聽您對財務報告的意見。

B：可以的，我現(xiàn)在有點時間。進來吧。

A：謝謝。你都看到了，存在一些問題……盡管項目預算還未超標，但是好像有些花銷沒被統(tǒng)計進來。對于這個問題，你能否給我們一些建議？

B：很顯然，有必要做一下審計。

A：是的，我也那樣認為。這是……通過審計后我發(fā)現(xiàn)這些花銷從公共基金中扣除了。公共基金的流失是很嚴重的錯誤。這么干意味著公共基金開支過大，可能銀行會找麻煩。

B：誰對這個問題負責？

A：嗯……我們還不確定事情的來龍去脈……

B：那太糟糕了。你是財務主管，就是說歸咎于你。你怎么會讓這么愚蠢的錯誤發(fā)生呢？我付錢給你到底為了什么？門衛(wèi)都可以比你算得清楚！

A：我為這個錯誤感到很抱歉。我不會讓這種情況再發(fā)生了。

實景對話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，你是否有時間聽聽有關我們下周和合并伙伴會議的介紹？

B：行。我現(xiàn)在有幾分鐘。

A：好的，那我來說說有關合并的最新進展吧。我們已經(jīng)收到了合同，法務部已經(jīng)審核通過了。如果我們想在簽訂合同之前做變動，下周的會議將是最后的機會。

B：太好了。你能否給我一份法務部通過的合同復印件。

A：沒問題。我手上就有一份復印件。

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的建議。你覺得怎么做才能解決人員重合的問題？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：我們在談判時可以提這些條件，但我不確定這樣做是否對我們有利。

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?？墒俏覀円呀?jīng)提了足夠多的要求，恐怕我們無法再向談判伙伴提更多的要求了。