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商務(wù)談判中的語(yǔ)言禮儀
商務(wù)談判中的語(yǔ)言禮儀
鄒平縣黃山中學(xué) 董俊
在商務(wù)談判過(guò)程中，談判各方通過(guò)語(yǔ)言進(jìn)行溝通。談判能否成功很大程度上取決于語(yǔ)言的使用。禮貌語(yǔ)言傳達(dá)各種信息，建立和維護(hù)社會(huì)關(guān)系。它不僅表現(xiàn)為人的日常生活，而且還表現(xiàn)為人的政治、經(jīng)濟(jì)、文化等社會(huì)生活，在商務(wù)談判中應(yīng)考慮禮貌和禮貌用語(yǔ)。
1、合理使用模糊語(yǔ)言
模糊語(yǔ)言被認(rèn)為是商務(wù)談判中常用的語(yǔ)言技巧和策略。意思是用一些單詞或短語(yǔ)來(lái)表達(dá)你所不能表達(dá)的意思，或者不表達(dá)清楚。為了避免誤解和不便，在商務(wù)談判中，無(wú)論是口頭形式還是書(shū)面形式，都應(yīng)該有明確和準(zhǔn)確的方式。但有時(shí)說(shuō)話者不能清楚地表達(dá)自己的想法，或者我們不愿意把它明確地說(shuō)出來(lái)是為了一些實(shí)際的目的，在這種情況下，我們更傾向于把模糊的語(yǔ)言運(yùn)用到理性的使用上。
保持和諧氛圍，避免在商務(wù)談判過(guò)程中的緊張局面，是十分重要的。然而，沖突是不可避免的。當(dāng)面對(duì)面發(fā)生的沖突時(shí)，為了節(jié)省對(duì)方的臉，談判者需要使用模糊的表情，否則，談判可能會(huì)陷入僵局。在以下幾種情況下使用模糊語(yǔ)言是恰當(dāng)?shù)摹?/p>
（1）特定的談判場(chǎng)合
商務(wù)談判是一個(gè)復(fù)雜的過(guò)程，涉及到多個(gè)方面。當(dāng)你回答某些問(wèn)題，這是超出你的權(quán)限的限制，或是不方便的時(shí)候，你給一個(gè)答復(fù)，在某些情況下，模糊的語(yǔ)言應(yīng)該被用來(lái)處理。例如：
“Your order is welcome. We’ll try to see what we can do.” “We’ll get in touch with our manufacturers and try our best to advance the time of delivery.” “We should give you our reply as soon as possible.” “Our foreign trade policy has always been based on equality and mutual benefit and exchange of needed goods.”“Concerning our financial position, credit standing and trade reputation, you may refer to New York Branch, the bank of China, or to our local chamber of commerce.”
In the above sentences, the phrases “try to see what we can do”, “try our best to advance the time of delivery”, “as soon as possible”, “based on equality and mutual benefit and exchange of needed goods”
and “you may refer to New York Branch, the bank of China, or to our local chamber of commerce” give indefinite information which has more flexibility and can be understood and explained in different ways.
（2）為了避免傷害感情
由于受限制的談判場(chǎng)合，有時(shí)談判者應(yīng)避免使用直接的語(yǔ)言，以免得罪同行。在這種情況下，使用模糊表達(dá)應(yīng)該是最有效的。例如：
“We have always insisted on the principle of ‘equality and mutual benefit and exchange of needed goods’, but we have adopted much more flexible method in our dealings nowadays.”“Well, Mr. Brown, considering this is a new product, we may offer you allowance on a sliding scale in order to open up the new market.” “The quantity of our order depends greatly on your prices.”“The demands on the international market are much more than we expect.”
In the above sentences, such phrases as “much more flexible method”, “allowance on a sliding scale”, “greatly”, “much more than we expect” are all general expressions, which convey blurred information to the listener. Obviously, these vague expressions are used on the occasion that the direct language can not be used.
（3）為了避免面對(duì)面的沖突
使用模糊語(yǔ)言是很重要的，保持和諧的氛圍，避免使緊張的局面，甚至保存在商務(wù)談判中的面孔。面對(duì)面的沖突，這是我們使用模糊語(yǔ)言的最有效的方式。例如：
Dialogue (1)
A:“If that’s the case, there is hardly any need for further discussions, we might a第一文庫(kù)網(wǎng)s well call the whole off.”
B:“What I mean is that we’ll never be able to come down to the price you name. The gap is too great. Well, in order to get business, we are quite willing to make some concessions.”
Dialogue (2)
A:“But can’t you find some way to get round your manufacturers for an earlier delivery? I hope you can give our request your special consideration.”
B:“You may take it from me that the last thing we want to do is to disappoint a customer, especially an old customer like you, we’ll get in
touch with our manufacturer and try our best to advance delivery.”As can be seen, in Dialogue (1), the buyer (B) is a bit angry because the price offered by the seller (A) is too high. But in order to maintain a harmonious atmosphere, the buyer uses the phrase vague in meaning “quite willing to make some concessions”. In Dialogue (2), “find some way to get round your manufacturers for an earlier delivery” and “try our best to advance delivery” are also vague expressions.
2、積極的傾聽(tīng)
在商務(wù)談判中，積極傾聽(tīng)有兩個(gè)非常重要的原因：如果一方是非常固執(zhí)己見(jiàn)的，就保持安靜地聽(tīng)他們說(shuō)完。這就像柔道；你讓他們被自己的力量絆倒了。在激烈的討論中，大多數(shù)人都陷入了沉默之中。有時(shí)沉默被視為不贊成，但由于沒(méi)有具體的反對(duì)意見(jiàn)，它不能被當(dāng)作攻擊。這已經(jīng)發(fā)生在許多場(chǎng)合，當(dāng)遭遇沉默，人們已經(jīng)修改了他們此前的聲明，讓他們更容易接受。
一個(gè)好的談判者能傾聽(tīng)并理解別人的話。你不能對(duì)一個(gè)你不理解的觀點(diǎn)做出明智的回應(yīng)。主動(dòng)傾聽(tīng)的紀(jì)律要求你專(zhuān)注于另一個(gè)人的話，不要把時(shí)間花在塑造一個(gè)在他們的位置上的人。主動(dòng)傾聽(tīng)有一些有趣的結(jié)果：聽(tīng)者可以更清楚地得到對(duì)方的想法。當(dāng)聽(tīng)者的反應(yīng)表明他有多好，它可以沖擊對(duì)方�！八麄冋娴暮茏⒁馕�！”。
3、委婉語(yǔ)的應(yīng)用
在牛津簡(jiǎn)明詞典（1976）的新版本中，委婉語(yǔ)被定義為對(duì)苛刻或直接的一種委婉語(yǔ)的替代或模糊或迂回的表達(dá)。委婉語(yǔ)可以起到禁忌或政治上的禁忌，但其突出的目的是為了怕傷害別人的感情。根據(jù)禮貌原則，當(dāng)聽(tīng)話者的成本時(shí)，演講者要表達(dá)的間接和婉轉(zhuǎn)。另外，委婉語(yǔ)也符合萊文森的面子理論。當(dāng)有面子威脅行為對(duì)聽(tīng)話人的消極面子，說(shuō)話者應(yīng)該采取消極禮貌策略。因此，委婉語(yǔ)是一種禮貌的言語(yǔ)行為。 在商務(wù)談判中，有時(shí)會(huì)使用委婉語(yǔ)，因?yàn)橛袝r(shí)談判者會(huì)受到特定時(shí)間、地點(diǎn)和氛圍的限制。委婉語(yǔ)可以緩解緊張和談判氣候談判打破僵局時(shí)表達(dá)自己的不同意見(jiàn)，或把談判被卡住。除了避免尷尬和沖突，委婉的表達(dá)往往容易被別人接受的心理。建議使用委婉語(yǔ)是為了讓聽(tīng)者抓住隱含的意義。這些特殊情況分為以下幾類(lèi)，并解釋如何使用委婉語(yǔ)：
（1）在消極意義上
“I agree with most of what you said, which indicates that there are something in what you said that I couldn’t agree with.”
“I’m afraid we have conflicting views on the matter, which indicates that the speaker may make a refusal.”
“I would if I could, which shows that the speaker may not do it.”
（2）批評(píng)和質(zhì)疑
“That you should have put forward this move much earlier is actually a sense of criticize, meaning that you should not change the program so late.”
“Your design appears very familiar to me, and there seems no difference compared with Mr. Smith’s. This is a euphemistical way to say that your design might be a copy of Mr. Smith’s.”
（3）當(dāng)演講者遇到一些棘手的問(wèn)題，并希望避免回答。例如： ①A: “How you make a decision?”
B:“Well, can I give you an answer later?”
The speaker here tries to express that he needs more time to consider. ②I’ll convey your proposal to my boss to see what he says. This shows the proposal may not be approved.
總的說(shuō)來(lái)，委婉語(yǔ)能緩解談判氣氛的緊張氣氛，打破談判僵局。委婉語(yǔ)并不意味著聲音和態(tài)度的軟弱。委婉表達(dá)不僅顯示講話者的禮貌，但也顯示出他們的道德人格，為更好的溝通。不管那話多么委婉，意義不應(yīng)太難以捉摸。事實(shí)上，委婉語(yǔ)是雙方的一種有效的談判手段。
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