阶段答疑-商务英语(I.ppt

阶段答疑-商务英语（I，II ）VOB Mid-term Revision on Business English (I,II) Module 1, 2,3,4,5,6 By Nie Wei BFSU Contents 第第1-61-6模块的主要内容及复习重点模块的主要内容及复习重点 2 同学同学学习经验交流学习经验交流和学习策略分享、和学习策略分享、 最后最后十分钟同学们可提问十分钟同学们可提问 4 总体复习方法及技巧指导建议总体复习方法及技巧指导建议 +课程总串课程总串 3 1 6 6次作业（模块次作业（模块1 1，2 2）的题型、的题型、 答题要点、难题分析及解题要领答题要点、难题分析及解题要领 3 3 总的学习/复习技巧和方法建议 n两条主线： business content awareness + language skills n三个保证： 静心时间保证 专心提高效率 用心注意学习方法 n时间管理建议Time Management（集中+分 散） 时间管理建议时间管理建议 Time ManagementTime Management How much time do I need How much time do I need to spend on the course?to spend on the course? Now comes the critical question: 平时分 散安排时间 Each module has about 86-90 Each module has about 86-90 activities and you have to deal with 6 activities and you have to deal with 6 activities per day.activities per day. Can you spare Can you spare 120 minutes a day120 minutes a day to complete 6 activities?to complete 6 activities? 课程总体复习方法建议： 四样东西不离手 -书(含书尾glossary) -讲义ppt -书前目录4页蓝色/ 4页粉色卡片 -重点+具体面 -模拟题训练 -英语语言基础要扎实 General advice挑重点吃透 nStudy module objectives again very carefully nReview units main points/focuses earnestly focal points As to each session, review:具体 面不漏 nActivities nExtracts nHeadlines, ideas, concepts nDefinitions, diagrams, flow carts nStructure relationships nJargons, phrases, etc nReading articles +answer the questions(书上阅 读文章+做下后面的练习题） Remember: You dont have to read everything. Put an emphasis on the focal points! 课程总串Course revision -学习目的 nAim and Focus nIntroduce you to general business skills and knowledge nLearn business English that enables you to work in an international business environment 商务英语I（上册）的课程总介 n增加商务英语的专业词汇； n掌握英语语言在商务环境下的应用，提高 口语交流能力； n掌握商务策划书、财务报告等商务文书的 撰写； n了解基本商务知识、掌握商务运作、管理 知识和技能。 商务英语II（下册）的课程总介 n增加商务英语的专业词汇； n掌握英语语言在商务环境下的应用，提 高口语交流能力； n掌握商务策划书、财务报告等商务文书 的撰写； n了解基本商务知识、掌握商务运作、管 理知识和技能。 Course contents-Two course textbooks ： nBook I nModule 1 Change and the economy nModule 2 The customer nModule 3 Finance nModule 4 A new product nBook II nModule 5 Responding to technology nModule 6 Recruiting new staff nModule 7 Advertising and competition nModule 8 Selling the product Course Contents nCompanies and their operations nChanges and effects at work places nWays of working nCustomer service and feedback nQuality of products and TQM nFinancial awareness and practice nMarket research and team spirit nProduct promotion nTechnology and company nThe Internet and change nRecruitment nCompetition nAdvertising nBranding nSelling and caring for customers ModuleModule UnitUnit ActivityActivity InstructionInstruction ExerciseExercise FeedbackFeedback ActivityActivity- - basedbased Teacher-Teacher- proofproof Session Course structure各模块结构 World Class World Class English for English for Business IBusiness I Course structure各模块结构 4 modules4 modules16 units16 units 48 sessions48 sessions About 355 About 355 activities activities vvEach module has about 86-90 activities and you Each module has about 86-90 activities and you have to deal with 6 activities per day.have to deal with 6 activities per day. 第1-6模块的具体学习/复习方法建议 n给大家的几点建议：因为时间有限，应该如何在有限 的时间里学习和复习以取得良好的成绩: n1. 围绕复习要点来进行复习: 两条主线，三条/心保证（2 lines, 3 principles）因为 时间有限，所以建议你围绕单元要点来进行复习。检 查你是否掌握了每个单元需要掌握的商务知识、词汇 、语法知识和相关语言技能。对自己比较弱的地方多 练习，集中突破。（对如何抓住课程重点下面有详细 介绍） n2. 充分利用课程论坛 在复习的过程当中遇到任何问 题，立即发贴到本课程论坛上得到及时帮助和指导。 n3. 学习小组 在复习的过程当中，和你的学习小组多 进行线上或线下的沟通，互相讨论学习问题，互相帮 助，互相鼓励也是非常重要的。 Main contents of Module 1-6 第1-6模块的主要内容 + 复习重点 Review Book I: 1-4 modules 总串 Mod 4-A New Product Mod 3-Finance Mod 2-The Customer Mod 1 -Change “change-adept” organizations: 3Cs P25 Focal Points 详细重点 第二模块：The customer 客户服务-总介 n第一单元：Customer Service 介绍公司提高 服务的方法；讲述公司通过新闻发布客服政策 及向员工解释客服政策的方法。 n第二单元：Customer Feedback介绍公司面 对面、电话、问卷调查采访客户对公司服务意 见的方法。 n第三单元: Total Quality Management介绍 全质量管理（TQM）方法、参与管理的人员的 职责以及实施全质量管理的办法。 Module Two: The Customer nAims 目的 nTo look at the different ways organizations can provide efficient services to their customers nTo consider various aspects of customer service and the ways in which organizations can get feedback from their customers nTo understand the concept of Total Quality Management Module Two: Outline nUnit 1: Customer service nWays in which an organization can improve its service to customers nHow it can explain its customer service policy both to its staff and to the public at large nStudying language used in an action plan and in briefing sessions nUnit 2: Customer feedback nWays in which an organization can find out what its customers think of its products nFocusing on the language used in interviews and on the telephone nStudying written questionnaires nUnit 3: Total Quality Management nUnderstanding Total Quality Management nStudying an approach to managing staff A checklist 主要要点 (1) 1. We have learned the importance of knowing customer needs, wants and expectations and how to complete an action plan. 2.We have studied how a company can express its customer service policy in a press release (新闻发布会). 3.We have analyzed companys mission statements and studied a memo about an initiative in customer service. 4.We have learned how to interview customers about what they think about our products or services. 5.We have studied different kinds of opinion surveys and got to know how a company can get feedback from customers by interviewing them on the telephone. A checklist 主要要点 (2) 6.We have studied questionnaires for collecting customer feedback and read some introductory information about a company. 7.We have learned the concept of Total Quality Management (TQM) and understood how a company approaches TQM and measures quality. 8.We have some further readings about TQM and got to understand its principles more profoundly. 9. We have studied “people management”: how an organization releases the full potential of its people to improve its business continuously. 第二模块Module 2的复习重点 Objectives: nDifferent ways organizations can provide efficient services to their customers nVarious aspects of customer service and the ways in which organizations can get feedback from their customers nConcept of Total Quality Management Focus: nCustomer service and feedback nQuality of products and TQM Mod 2 - Focal Points 详细重点 Unit 2 Unit 3 Unit 1 -Writing an action plan: P56 -Writing a press release:P58定义 +P59a sample -Structuring a briefing: P64-65 format + patterns Types of survey: P70-3 种方式比较 1. face to face interviews:P68 2. on the telephone:P72 3. written questionnaires:P 75 -Concept TQM: P78定义 -Sequence markers： P82-83 -Giving an opinion: P88 第三模块：Finance 财务管理-总介 n第一单元：Financial Awareness介绍财务知 识对管理者的重要性；讲述现金流问题与业务 失败的原因；介绍损益帐户。 n第二单元：Finance in Practice介绍 Stagecoach Holdings plc公司的财务管理状况 、该公司业务成功与失败的事例及原因分析； 要求学习者学会演示财务状况。 -能看懂3张 表：现金流量表、损益表、资产负债表 n第三单元: Setting up in Business介绍成功 设立自己的企业需要的基本素质、建议方法、 商业策划、风险评估、失败分析、商业贷款等 。 Module Three: Finance nAims 目的 nTo understand the basic practical questions behind company finance. nTo know how finance works in the context of a successful company. nTo learn how to prepare a business plan for a business of your own. Module Three: Outline Unit 1: Financial awareness nFinance - the basics nCash-flow problems nThe profit and loss account nUnit 2: Finance in practice nStagecoach - the background nBusiness success and failure at Stagecoach nGiving a financial presentation nUnit 3: Setting up in business nThe business plan: what you need for success nPlanning and risk assessment nFailure, cash-flow problems and starting again A checklist of objectives 主要要点 (1) We have accomplished the following objectives:We have accomplished the following objectives: 1. We have analyzed the role of finance for managers today. 2. We have studied the importance of cash flow and the reasons for business failures. 3. We have learned another financial document: the profit and loss another financial document: the profit and loss account or income statement.account or income statement. 4. We have studied the case of Stagecoach Holdings plc: its history, people, recent financial performance and have read about financial performances and future plans. 5. We have analyzed the reasons why Stagecoach has been successful and looked at some of the problems that Stagecoach has had to overcome. A checklist of objectives主要要点 (2) 6. We have got to know the importance of planning for companies. 7. We have studied personal qualities needed to run our own business and read a leaflet giving advice to people who want to set up a business. 8. We have studied the structure/layout of a business plan and the things that should be included in the plan. 9. We have developed a simple business plan for a new company and taken it to the bank manager to ask for a loan to start a new business. Module 3 的复习重点 Objectives: nBasic practical questions behind company finance. nHow finance works in the context of a successful company. nHow to prepare a business plan for a business of your own. Focus: nFinancial awareness and practice（学习重点：看懂3张 表，会做第一张表-现金流量表、损益表、资产负债表） nHow to prepare a business plan Mod 3 - Focal Points 详细重点 Structuring a financial Presentati on: 6 steps P141表 3 Financial Statements:P 120 定义 1. Balance Sheet 2. Cash Flow ：P121 3. Profit and Loss/Income Statement: P127 Business Plans: layout./str ucture 12 条P178大表 Unit1Unit 2Unit 3 第四模块：A new product 新产品开发 n第一单元：What Do People Want?介绍进 行市场调查、产品比较以及撰写市场调查报告 的方法。 n第二单元：Team Spirit介绍团队合作的重要 性、召开电话会议的方法、分派任务的方法和 团队领导者的重要作用。 n第三单元: Promoting Your Team介绍市场 推广手段、产品开发和推广办法和推广活动。 Module Four: A New Product nAims 目的 nUnderstand on new product development market research nKnow how to organize teams to work on product development projects nLearn how to promote your products Module Four: Outline nUnit 1: What do people want? nTalking about products nFocus groups nMarket research reports nUnit 2: Team spirit nTeamwork nArranging meetings nAllocating tasks nUnit 3: Promoting your product nProduct productions nAnother example of product innovation nPromoting a product internally and externally A checklist of objectives-主要要点 (1) We have accomplished the following aims:We have accomplished the following aims: 1. 1. We have studied how market research is being We have studied how market research is being carried out and reviewed how to ask questions.carried out and reviewed how to ask questions. 2. 2. We have looked at a focus group and studied how We have looked at a focus group and studied how to compare products and express your preferences. to compare products and express your preferences. 3. We have learned how to structure and write a 3. We have learned how to structure and write a market market research report. research report. 4. We have studied the importance of teamwork and4. We have studied the importance of teamwork and understood some of the tasks a project team might understood some of the tasks a project team might have have to do. to do. 5. 5. We have worked on how to arrange team meetings We have worked on how to arrange team meetings over the telephone.over the telephone. A checklist of objectives-主要要点 (2) 6. We have looked at how the work may be shared out among team members and considered the importance of the role of the team leader. 7. We have considered promotional options and tried to solve promotional problems. 8. We have studied one companys approach to product development and promotion. 9. We have talked about a companys promotional activities, trying to arrange meetings and a promotional event. Module 4的复习重点 Objectives: nMarket research on new product development. nHow to organize teams to work on product development projects. nHow to promote your products Focus: nMarket research and team spirit（学习重 点：市场调查及市场调查报告、团队精神） Mod 4 - Focal Points 详细重点 Market Research Reports: P194-format: 5steps, a sample Unit 1 Telephoning conventions： P204-205 Format-4 steps Unit 3 Types of product promotion: P214-14条 Unit 4 Unit 1 Focus Groups ：P186定义 Review Book II: 5-8 modules总串 Mod 5 Responding to Technology Mod 6 New Staff Recruiting Mod 7 Advertising selection techniques: P83 -3种 详细重点详细重点 1 2 3 4 5 Job Descriptions: P65; Job advertisements:P71- 72; Recruitment methods:P70 -7条；Requesting Types of References:P92 -2 sorts: telephone + written references P93 format Interview techniques: P88, 90 预告： 第七模块：Advertising and competition 广告与市场竞争 n第一单元：Researching the Competition介绍如何进行竞争调查。 n第二单元：Research, Planning and Advertising介绍如何成功的进行广告投放 。 n第三单元: The Importance of the Brand介绍如何建立品牌效应。 n第四单元: Pronunciation and Review语 音与总结。 Module Seven: Advertising and competition nAims 目的 nFocus on the process of collecting information and on the ways in which such data can be used nConsider some of the approaches organizations can use to target specific customers nAnalyze ways of promoting and repositioning a brand image Module Seven: outline nUnit 1: Researching the competition nPlanning research nA competitor analysis chart nComparing data nUnit 2: Research, planning and advertising nMarket research nAdvertising nA smart action plan nUnit 3: The importance of the brand nUsing the SWOT analysis nBrand image nRe-positioning a brand A checklist of objectives-主要要点 (1) We have accomplished the following aims: We have accomplished the following aims: 1.1. We have discussed We have discussed some of the ways a company some of the ways a company can get information about its competitors. can get information about its competitors. 2. We have looked at a competitor analysis chart - a 2. We have looked at a competitor analysis chart - a table which lays out information about an table which lays out information about an organizations competition. organizations competition. 3. We also have looked at ways of making comparisons. 3. We also have looked at ways of making comparisons. 4. We have considered the ways in which an organization4. We have considered the ways in which an organization can find out about its prospective customers. can find out about its prospective customers. 5. We have looked at the ways in which a company can 5. We have looked at the ways in which a company can promote its products and focuses on some of the promote its products and focuses on some of the language associated with advertising.language associated with advertising. A checklist of objectives-主要要点 (2) 6. We have heard about ways of improving the overall marketing strategies of an organization and learn about the SMART action plan. 7. We have learned the SWOT Analysis, which helps an organization identify its strengths and weaknesses. 8. We have looked at ways in which an organization presents itself to the public. 9. We have considered how its company can change its brand image or reposition itself in the market place. Module 7的复习重点 Objectives: nProcess of collecting information and ways in which such data can be used. nApproaches organizations can use to target specific customers. nWays of promoting and repositioning a brand image: SWOT analysis. Focus: nCompetition nAdvertising and branding Mod 7 - Focal Points 详细重点 7 Types of Market Research: P138 SWOT analysisA SMART action plan:P144定义 Techniques for information gathering: P123-6种 预告： 第八模块：Selling the product 销售与服务-总介 n第一单元：Selling介绍销售与销售技巧、 产品展示技巧及商务谈判过程。 n第二单元：Caring for customers介绍如 何处理客户投诉。 n第三单元: The Wider World介绍人们对 经济全球化的观点，阐述文化差异对发展 全球业务的影响。 Module Eight: Selling the product nAims 目的 nLook at the skills you need in order to be a successful salesperson nConsider how to respond to customers who have a complaint nStudy the trend towards international commerce and the factors that companies need to consider in the global market place Module Eight: Outline nUnit 1: Selling nWhat is selling? nPresenting the product nSales negotiations nUnit 2: Caring for customers nComplaints - a positive approach nCustomer care in practice nFollow up and after sales nUnit 3: The wider world nGlobalization and its impact on the business world nManage