危机沟通 Crisis Communication wēijī gōutōng

Dialogues

Dialogues 1

中文

甲：您好，王先生，关于我们公司产品出现质量问题的新闻报道，我们感到非常抱歉。
乙：是的，我们已经看到了报道，这严重损害了我们的声誉。
甲：我们已经启动了内部调查，并会尽快公布调查结果和解决方案。
乙：这很好，但我们也需要知道你们打算如何弥补损失，包括消费者信任的重建。
甲：我们计划开展一系列的消费者补偿活动，并加强产品质量控制。我们也会与媒体保持沟通，澄清事实。
乙：希望你们的解决方案能有效，并能重建消费者对你们的信任。
甲：我们对此充满信心，并会全力以赴。

拼音

Jiǎ: Nínhǎo, Wáng xiānsheng, guānyú wǒmen gōngsī chǎnpǐn chūxiàn zhìliàng wèntí de xīnwén bàodào, wǒmen gǎndào fēicháng bàoqiàn.
Yǐ: Shì de, wǒmen yǐjīng kàn dào le bàodào, zhè yánzhòng sǔnhài le wǒmen de shēngyù.
Jiǎ: Wǒmen yǐjīng qǐdòng le nèibù diàochá, bìng huì jǐnkuài gōngbù diàochá jiéguǒ hé jiějué fāng'àn.
Yǐ: Zhè hěn hǎo, dàn wǒmen yě xūyào zhīdào nǐmen dǎsuàn zěnme bǔchōng sǔnshī, bāokuò xiāofèizhě xìnrèn de chóngjiàn.
Jiǎ: Wǒmen jìhuà zhǎnkāi yīxìliè de xiāofèizhě bǔcháng huódòng, bìng jiāqiáng chǎnpǐn zhìliàng kòngzhì. Wǒmen yě huì yǔ méitǐ bǎochí gōutōng, chéngqīng shìshí.
Yǐ: Xīwàng nǐmen de jiějué fāng'àn néng yǒuxiào, bìng néng chóngjiàn xiāofèizhě duì nǐmen de xìnrèn.
Jiǎ: Wǒmen duì cǐ chōngmǎn xìnxīn, bìng huì quánlìyǐfù.

English

A: Hello, Mr. Wang. We deeply regret the news reports about the quality problems with our products.
B: Yes, we've seen the reports. This has seriously damaged our reputation.
A: We've launched an internal investigation and will release the findings and solutions as soon as possible.
B: That's good, but we also need to know how you plan to compensate for the losses, including rebuilding consumer trust.
A: We plan to implement a series of consumer compensation programs and strengthen our product quality control. We will also continue to communicate with the media to clarify the facts.
B: We hope your solutions will be effective and can rebuild consumer trust in your company.
A: We're confident we can do this and we will do our utmost.

Dialogues 2

中文

English

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Common Phrases

危机沟通

wēijī gōutōng

Crisis Communication

Cultural Background

中文

在中国的商业文化中，直接了当的沟通和解决问题至关重要。在危机沟通中，坦诚和快速反应是关键。企业通常会优先考虑如何减少负面影响，并维护自身形象。

拼音

zài zhōngguó de shāngyè wénhuà zhōng, zhíjiē le dāng de gōutōng hé jiějué wèntí zhì guān zhòngyào. zài wēijī gōutōng zhōng, tǎnchéng hé kuàisù fǎnyìng shì guānjiàn. qǐyè tōngcháng huì yōuxiān kǎolǜ rúhé jiǎnshǎo fùmiàn yǐngxiǎng, bìng wéihù zìshēn xíngxiàng.

English

In Chinese business culture, direct and frank communication, as well as swift problem-solving, are highly valued. During crisis communication, honesty and a rapid response are key. Enterprises generally prioritize minimizing negative impacts and protecting their image.

Advanced Expressions

中文

积极主动地应对危机，展现企业担当

制定周全的危机预案，确保高效应对

利用多媒体渠道，及时发布权威信息

与公众保持持续沟通，增进理解和信任

拼音

jījí zhǔdòng de yìngduì wēijī, zhǎnxian qǐyè dāndāng

zhìdìng zhōuquán de wēijī yù'àn, quèbǎo gāoxiào yìngduì

lìyòng duōméitǐ quáodào, jíshí fābù quánwēi xìnxī

yǔ gōngzhòng bǎochí chíxù gōutōng, zēngjìn lǐjiě hé xìnrèn

English

Proactively address the crisis and demonstrate corporate responsibility

Develop a comprehensive crisis plan to ensure efficient response

Utilize multimedia channels to release authoritative information in a timely manner

Maintain continuous communication with the public to foster understanding and trust

Cultural Taboos

中文

在危机沟通中，避免隐瞒事实，推卸责任，或者使用含糊其辞的语言。要展现真诚和担当。

拼音

zài wēijī gōutōng zhōng, bìmiǎn yǐnmán shìshí, tuīxiè zérèn, huòzhě shǐyòng hánhu qí cí de yǔyán. yào zhǎnxian zhēnchéng hé dāndāng.

English

In crisis communication, avoid concealing facts, shifting blame, or using ambiguous language. Show sincerity and take responsibility.

Key Points

中文

危机沟通适用于各种规模的企业，以及不同年龄和身份的人士。沟通方式应根据受众的特点进行调整。

拼音

wēijī gōutōng shì yòng yú gèzhǒng guīmó de qǐyè, yǐjí bùtóng niánlíng hé shēnfèn de rénshì. gōutōng fāngshì yīng gēnjù shòuzhòng de tèdiǎn jìnxíng tiáozhěng.

English

Crisis communication is applicable to companies of all sizes and to people of all ages and backgrounds. Communication methods should be tailored to the characteristics of the target audience.

Practice Tips

中文

模拟真实场景进行练习

注意语气和语调的变化

提升快速反应能力

学习不同的沟通技巧

拼音

mòní zhēnshí chǎngjǐng jìnxíng liànxí

zhùyì yǔqì hé yǔdiào de biànhuà

tíshēng kuàisù fǎnyìng nénglì

xuéxí bùtóng de gōutōng jìqiǎo

English

Practice in simulated realistic scenarios

Pay attention to changes in tone and intonation

Improve your quick response ability

Learn different communication techniques