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ObjectivesandOutcomes•Definetechnicalandbusinesscommunication(TBC).•UnderstandthepragmaticrulesinTBC.•Unders

tandthethreeessentialcriteriaofTBC:accessibility,comprehensibility,andusability.•Identifytherhetoricalskillsforeffectivetechnical

andbusinesscommunication.ONTENTSCPurposesEssentialCriteriaImportanceDefinition1.WHATISCOMMUNICATION?2.WHATISTBC?I.Definit

ionofTechnicalandBusinessCommunicationCommunicationistheprocessoftransferringinformationandmeaningbetweensendersand

receivers,usingoneormorewritten,oral,visual,orelectronicmedia.——exchangeofinformationAccordingtotheirfunctionsinth

esociety,communicationcanbeclassifiedintothreecategories:•Communicationforsurvival•Communicationforent

ertainment•Communicationforwork1.WHATISCOMMUNICATION?Technical:•oforrelatingtotechnique;•oforrelatingtoapracticalsubjec

tthatisorganizedaccordingtoscientificprinciples.TechnicalandBusinessCommunication(TBC)isinformationexchangeatwork.(Simpledef

inition)Asubjectthatstudieseffectiveinformationexchangeatwork.(Academicdefinition)技术与商务信息交流是研究在工作中有效地进行信息交流的一门学科。2.WHATISTBC?1.Feat

uresofModernCommunication2.NeedsAnalysisII.ImportanceofTechnicalandBusinessCommunication1.FeaturesofMod

ernCommunicationOurageisknownasanageofinformation.ComputersandInternethavechangedpeople’slife.Youcanhardlyw

orkwithouttechnology.TypicalFeaturesofModernCommunication:•Wehavetoomuchinformationtodealwith.•Wehavetohandlemultidisciplinaryinformati

onthatisdifficulttous.Q:Howcanweovercomethesedifficulties?A:Wecan'tchangethesociety.However,wecanchangeourlanguageusedtoexpresst

heinformation.Question:Howcanweimproveourlanguageforeffectivecommunication?Tips●Providepracticalinformation.Giverecipientsusefulinformation,whether

it’stohelpthemperformadesiredactionorunderstandanewcompanypolicy.●Givefactsratherthanvagueimpressions.Usec

oncretelanguage,specificdetail,andinformationthatisclear,convincing,accurate,andethical.●Presentinformation

inaconcise,efficientmanner.Concisemessagesshowrespectforpeople’stime,andtheyincreasethechancesofapositiveresponse.●Clarifyexpectationsandrespon

sibilities.Craftmessagestogenerateaspecificresponsefromaspecificaudience.Whenappropriate,clearlystatewhat

youexpectfromaudiencemembersorwhatyoucandoforthem.●Offercompelling,persuasiveargumentsandrecommendations.Showyourreaderspreciselyhow

theywillbenefitfromrespondingtoyourmessagethewayyouwantthemto.2.NeedsAnalysisToimproveourlanguageforeff

ectivecommunication,weshouldfirstanswerthefollowingquestions.•DoyouthinkyouhaveenoughknowledgeandskillinEnglishforeffectivecommunication?•Wh

athaveyoulearnedinEnglish?•WhatdoyoulackinEnglish?•Whatdoyoustillneedtolearnforeffectivebusinesscommunication?Busin

essEthicsExample1:①Youcangohomeafteryoufinishedyouwork.②Afteryoufinishedyourwork,youcangohome.•ThereislittledifferenceingeneralEnglish.③Youcantur

ntheswitchto“ON”afteryouhaveputtheimmersionheaterintowater.④Afteryouhaveputtheimmersionheaterintowater,youcanturnt

heswitchto“ON”.Rule:Followthetimeorderinprocessdescription.Example2:①Wewillgosightseeingifitisfinetomorrow.②Ifitisfin

etomorrow,wewillgosightseeing.ThereislittledifferencebetweenthetwosentencesingeneralEnglish.③Youshouldr

estartthecomputerifthescreendisplaysanerrormessage.④Ifthescreendisplaysanerrormessage,youshouldrestartthecomput

er.Rule:Putconditionbeforeactionininstructions.Theseexamplesprovideevidencefortwostatements:•Sentencesofthesam

emeaningbutdifferentstructuresmayproducedifferenteffectsincommunication.•Thereexistspecificrulesinthelanguageusefordifferentpurposesandaudiencesunde

rdifferentsituations.•Theserulesarecalledpragmaticrules.Definition:Pragmaticrulesarerulesoflanguageinuse,concerningth

eapplicationoflanguage•tospecificaudiences,•inspecificcontexts,•forspecificpurposes.语用学规则：在特定背景下，为达到特殊目的而针对特殊对象的语言规则。Resul

tsoftheNeedsAnalysis:•Youhavelearnedtherulesofhowtowritesentencescorrectly,includingtherulesofgramma

randvocabulary.•Youhavenotlearnedtherulesofhowtowritesentenceseffectivelyforspecificpurposes,tospecifica

udiencesandunderspecificcontexts.TeachingObjectiveofTBC:TheobjectiveofTBCistolearnpragmaticrulesandputthemi

ntopracticesoastoincreasetheefficiencyofcommunicationatwork.III.PurposesofTechnicalandBusinessCommunication•Inform:enableyouraudienc

etounderstandyourinformationeffectively.•Persuade:convinceyouraudiencetoacceptyourideaeffectively.IV.ThreeE

ssentialCriteriaofTechnicalandBusinessCommunication1.Comprehensibility2.Usability3.AccessibilityReview:ThetypicalfeaturesofmodernTBC

are:•Wehavetoomuchinformationtodealwith.•Wehavedifficultmultidisciplinaryinformation.•AudiencesininternationalTBCaremainlynon-nativespeakerso

fEnglish.Tocopewiththesefeaturesandincreaseefficiency,TBChasestablishedthreecriteriaincommunication:•Comprehensibility•Usability•Accessibility

ddyourtitle1.Comprehensibility(Easytounderstand)Definition:Expressinginformationinawaythattheaudiencecanunderstandit

quicklyandaccurately.Clearinformationisinformationthatuserscanunderstandthefirsttime,withoutrepetition.专业信

息的易理解性Examples:①Cadmiumrodswereintroducedintocavitiesinthereactorbyusbeforeitwasgettingoutofcontrol.②Weintroducedcadmiumrodsintocavitiesinthe

reactorbeforeitwasgettingoutofcontrol.（在反应堆失控之前，我们将镉棒放入了反应堆的空腔中。）Thepassivevoiceupsetsthe“Given+New”structureofinformationbyputtingtheNewbeforeth

eGiven.Rule:Avoidusingpassivevoiceifpossible.Examples:①Thecomputerprogramperformedananalysisandconductedanevaluationofournewsystem.②The

computerprogramanalyzedandevaluatedournewsystem.（避免“弱动词+名词化”结构。）Rule:Avoidusingthe“weak-verb+nominalization”structure.Thepragmaticrules

reflectedintheaboveexamplesarecalledtechnicalrhetoric(专业修辞学）inTBC.Technicalrhetoricprovidestheprinciplesandskillsofusinglang

uageeffectivelyintechnicalcommunication.Toincreasethecomprehensibilityofinformation,weshouldlearntechnicalrhetoric.2.Usability(Easytouse)Definit

ion:Expressing(writingorspeaking)yourideainawaythattheaudiencecanfollowittocompletethetask.Readersoftechnicalinformationfallintothr

eecategories:•Professionalsofyourdiscipline•Professionalsofrelateddisciplines•GeneralreadersoraveragepeopleT

echnicalwritingisawriter-responsiblewriting(Theoppositeisreader-responsiblewriting).Itisthewriters’responsibili

tytomaketheirwritingeasyforallreaderstofollowandusecorrectly.Tomakeyourwritingusefultothereader,youshouldfirstunderstand

yourreader.Putyourselfinyourreaders’positionandmakeaudienceanalysis.(1)Audience’seducationTheaudience’slevelofeducationaffectstheirr

eadinglevel.E.g.①Ourinvestigationhasidentifiedthatadditionalnocturnalemploymentwouldkeepadolescentsoffthoroughfares.②Ourstudyhasf

oundthatmorenightjobswouldkeepyouthsoffthestreets.Rule:Writeaccordingtothelowestlevelofeducationofyourpredictedaudiences.(2)Audie

nce’sprofessionalexperience:Thisreferstotheaudience’sleveloftechnicalknowledge,whichaffectstheirreadinglevelintheirspecialty.E.g.①Unilateralnep

hrectomywasperformed.②One-sidedkidneycuttingwasperformed.Specializedmedicaltermsinthefirstexamplelimittheaudienceonlytoexpe

rtsinmedicine.Rule:Writeaccordingtothelowestlevelofprofessionalknowledgeofyourpredictedaudiences.(3)Audience’sculturalbackgroundThereaders’social

andculturalbackgroundinfluencestheirthinkingmodeandoutlook.E.g.Ifyouarekilledinanaccident,howmuchdoyouwanttodonateyourorgans?Thequestion

isnormaltoAmericanaudiencebutregardedasabadluckbyChineseaudience.Rule:Taketheaudiences’culturalbackgroundintocons

iderationinyourwriting.(4)Audience’sfeelingoremotionTheaudience’semotionmayaffecttheirreceptivityorresistancetoyourwriting.Makeyourwritingreade

r-friendly.E.g.①Everynurseshouldtakeagoodcareofherpatients.②Everynurseshouldtakeagoodcareofhispatients.③Nursesshouldtakeagoodcareoftheirpatients.Rule

:Avoidsexistlanguageinwriting.(5)Audience’smotivationMotivationisthereasonorcauseforone’saction.Audiences

’motivationinfluencestheirattitudetoyourinformation—feelingofacceptingorrejectingit.E.g.Rule:Adaptyourwritingtoa

udiences’motivation.3.Accessibility(Easytofind)Definition:Enableyouraudiencetofindwhattheywantquickly

andaccuratelyfromlargeamountofinformation.Itisnotenoughforyouonlytowriteyourdocument.Youshouldalsodesignitsothatyou

raudiencecancatchtherightinformationfromitquickly.Examplesofdifferentaccessibilityincomparison:Figure1Aword-wallwritingF

igure2Astructured-writingorinfo-mapFig.1Aword-wallwriting•Samefonttype;•Samefontsize;•Samelinespace;•Longparagraphs;•N

oinformationindicatingmarksorlabels.•Traditionalparagraphwritingisnolongereffectiveformoderntechnicalcommunication.•Fig.2In

formationMap•Bold-facedheadingsrevealthemainideaofthearticle.•Keyinformationismarkedbyitalics.•Relatedinformationi

schunkedintoshortparagraphs.•Individualtopicsareseparatedbywiderspace.•Bulletlistspresentparallelitems.•Thegraphicaidsthetextwithanexample.•Docum

entDesignisrequiredtoincreaseaccessibility.V.Summary•TBCisthestudyofeffectiveinformationexchangeatwork.•Thepurpo

sesofTBCaretoinform(makeyouraudienceunderstandyouridea)andtopersuade(makeyouraudienceacceptyouridea).•T

oconductTBCeffectively,youshouldfollowthethreecriteria:comprehensibility,usability,andaccessibility.•Tomeetthethreecriteria,youmustlea

rntechnicalrhetoric,audienceanalysis,anddocumentdesign.Ingeneralsense,bothtechnicalcommunicationandbusinesscommunicationmeanthesame—com

municationatwork.ThisbookincludesallthegeneralprinciplesandskillsinTBCbothfortechnologyandcommerce.Theseprinci

plesandskillsaretransferrable.Theycanbeusedinthecommunicationforallkindsofprofessionsanddisciplines.Therefore,theskillscanincreaseyouremployme

ntopportunitiesandyouradaptabilitytothewiderangeofnewjobs.1.Findaninstructionmanualofamobilephone,orthatofyourownphone.Commentonitbasedontheth

reecriteriaofTBC.2.WriteasummaryofTBCcoursebasedonyourknowledge.HomeworkThanks