商务管理之 和上级沟通　Communicating with Superiors

商务管理之 和上级沟通　Communicating with Superiors

只要是公司员工，就难免要和领导沟通，汇报情况。即便是在家里工作（work from home）的人，也得通过邮件或电话来向那些甚至素未谋面（face to face）的老板们汇报。如下建议会帮助你和领导有效地沟通。

挑选合适的时间

选择在周五下午下班前和老板谈复杂的问题可不是什么高明的主意。你要尽量避免用到如“既然你在这里（now that you're here）……”或“在你走之前（before you leave）……”之类的谈话方式，不要让你的举动成为对上级的滋扰（nuisance）。

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

打扰了，张先生，你是否有时间和我简单说两句？

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

你是否有时间和我谈谈？我想讨论有关……

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

我能和你约到下周的什么时间来审核建议吗？

⊙Do you have time to be briefed on……

你是否有时间听听关于……的简介？

准备充分

将所有的文件、邮件或样品，以及相关备份信息（backup information）都准备齐全。向老板展示你的工作完成情况（done your homework），证明没有在浪费他的时间。想老板之所想（get into his head），预计他会有什么样的问题和担忧，做好应答准备。对于错误要勇于承认，不要躲躲闪闪。

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：你想讨论的是财务报告？

B：是的。我想就一些数据问问你的意见。这些数据看上去有些不准确。所以我想让你看看，这是最新数据的复印件……

角色清晰

没有必要为了迎合领导而效仿（imitate）其风格，但营造轻松舒适的环境有益于沟通。掌握你的意见和观点（maintain control of your point），并让老板觉得结果在他的掌握中（feel in control），因为他才是领导。

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

我想就我们上海项目的进程（和你）探讨一下。

⊙I was hoping to get some advice about……

我希望就……得到一些建议。

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

对于如何处理……你是否有什么建议？

⊙What do you think we should do about……

对于……你认为我们该怎么做？

⊙Do you approve of……

你赞同……吗？

⊙Would it be alright if we……

如果我们……是否行得通？

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

感谢你的建议，非常感激你的帮忙。

电子邮件

好的判断力（use good judgment）非常重要。确认哪些题目适合当面沟通（in person communication），哪些适合电话沟通，哪些适合邮件沟通。邮件中的用语要专业，注意表达完整（use complete sentences）。

⊙This email is to inform you of……

这封邮件是要向你汇报……

⊙Please see the attachment for a complete report.

为了看到完整的报告，请参看附件。

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

如果附件中有任何问题或你有任何问题或担忧，请尽管和我联系。

避免情绪化（don't get emotional）

切勿让情绪为理智做主。出现争执时，不要将对方的冲动话语和自己的自尊心联系起来，而是把精力集中到问题的解决方案上。总之，不要说让自己将来会后悔的话（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：你怎么会犯这么愚蠢的错误？我付钱给你到底为了什么？让门卫干会计都比你强！

B：我很抱歉发生这样的错误。

总结

出现失误或做错了事，反正早晚是要面对老板的，不如挑选一个恰当的时间，以合适的方式，主动迎上去。谈话中切勿闪烁其词，逃避责任，因为领导的智商不容低估，这样会使问题更加复杂。遇到过激的言语要保持冷静，就事论事就好。

Words　单词表

audit审计

brief做汇报

briefly简要地

contract合同

cutback削减

data数据，资料

drain排水，流出

duplication重复

error错误，误差

expense开支，费用，经费

janitor门卫

merger合并

overextend透支

partner伙伴

proposal建议，提议

realign调整，重组

stipulation规定

unaccounted未予说明的，未加解释的

Phrases　短语表

a little sketchy有一点粗略，不准确

be at fault归咎，犯错

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，赶上

deal with sth处理/安排某事

for a minute一会儿

general fund普通/共同基金

go over　调查，检查

good time/bad time合适/不合适的时间

have riding on sb苛求某人

keep sth to a minimum将某事物保持到最低限度

overhead expenses管理费用/间接费用

pull from撤出

put demands on sb对某人提要求

run sth by sb让某人看某物

under budget在预算之内

实景对话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：对不起，张先生，你是否有时间和我简单谈谈？我想就上海项目的进程和你探讨一下。想听听您对财务报告的意见。

B：可以的，我现在有点时间。进来吧。

A：谢谢。你都看到了，存在一些问题……尽管项目预算还未超标，但是好像有些花销没被统计进来。对于这个问题，你能否给我们一些建议？

B：很显然，有必要做一下审计。

A：是的，我也那样认为。这是……通过审计后我发现这些花销从公共基金中扣除了。公共基金的流失是很严重的错误。这么干意味着公共基金开支过大，可能银行会找麻烦。

B：谁对这个问题负责？

A：嗯……我们还不确定事情的来龙去脉……

B：那太糟糕了。你是财务主管，就是说归咎于你。你怎么会让这么愚蠢的错误发生呢？我付钱给你到底为了什么？门卫都可以比你算得清楚！

A：我为这个错误感到很抱歉。我不会让这种情况再发生了。

实景对话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，你是否有时间听听有关我们下周和合并伙伴会议的介绍？

B：行。我现在有几分钟。

A：好的，那我来说说有关合并的最新进展吧。我们已经收到了合同，法务部已经审核通过了。如果我们想在签订合同之前做变动，下周的会议将是最后的机会。

B：太好了。你能否给我一份法务部通过的合同复印件。

A：没问题。我手上就有一份复印件。

B：好极了。

A：我希望你能给我一些合并后如何重组我们部门的建议。你觉得怎么做才能解决人员重合的问题？我不愿意裁掉职员。如果我们要求制定一款合并后尽可能地少裁员的条文，能否行得通？

B：我们在谈判时可以提这些条件，但我不确定这样做是否对我们有利。

A：那你的建议是什么？你同意削减吗？

B：我也不愿意看到我们的员工被迫离开。可是我们已经提了足够多的要求，恐怕我们无法再向谈判伙伴提更多的要求了。