《商务英语讲义》word版.doc

商务英语 10秋第一学期编 著：信息教研室Contents 目录Chapter 1 Making an Appointment 预约3Unit 1 Confirming 确定3Unit 2 Canceling 取消5Unit 3 Postponing 推迟7Unit 4 Advancing 提前9能力拓展 (1)11Chapter 2 Meeting 会见12Unit 1 Greeting 问候12Unit 2 Self-introduction 自我介绍14Unit 3 Introducing Others 介绍他人17Unit 4 Introducing Companies 介绍公司20能力拓展 (2)23Chapter 3 Reception 接待25Unit 1 At an Airport 在机场25Unit 2 In the car 在车上28Unit 3 At a hotel 在酒店31Unit 4 At a Restaurant 在餐馆34能力拓展 (3).37Chapter 4 Entertaining 招待38Unit 1 Factory Tour参观工厂.38Unit 2 City Tour游览城市41Unit 3 Shopping 购物44Unit 4 Recreation 消遣.47Chapter 5 Seeing-off 送行.51Unit1 Booking Tickets 订票.51Unit2 Checking-out 退房53Unit3 Gifting送礼56Unit4 Farewell 告别.47Chapter 6 Products 产品.63Unit1 Function 功能.63Unit2 Feature 特性66Unit 3 Design设计69Unit4 Brand 品牌.72Chapter 7 Services 服务.76Unit1 Packing 包装.76Unit2 Delivery 送货79Unit 3 Warranty保质81Unit4 Settling Complaints 投诉处理.84Chapter 1 Making an Appointment 预约Unit 1 Confirming 确定Part 1 Model Sentences 常用句型1.Weve got to meet.我们得见见面。2.When do you have a mind?什么时候呢？3.How about tomorrow?明天怎么样？4.Tomorrow is OK.明天可以。5.See you then.到时候见。Part 2 Possible Alternatives 动感替换句型 1I want to meet you. 我要见你。I need to see you. 我得见见你。Lets meet somewhere. 我们找个地方见见。句型 2When?What time? 什么时候见面？When shall we meet?句型 33 p.m. tomorrow. Is it convenient for you? 明天下午3点钟方便吗？How about next Monday? 下星期一怎么样？Is 10 a.m. this Friday all right? 这个星期五上午10点钟行吗？句型 4Fine.No problem. 没问题。Its OK with me.句型 5See you in my office then. 到时候在我办公室见。Ill be expecting you at 3:30. 3点半见。Ill be there on time. 我一定按时到。Part 3 Dialogues 实用会话Dialogue 1A: Weve got to meet and discuss the order. 我们得见面商量订单的事。B: I think so. When shall we meet? 好的。什么时间见面呢？A: Is 10 a.m. tomorrow convenient for you? 明天上午10点钟方便么？B: No problem. 没问题。A: Good. Come to my office on time. 好的，请准时来我的办公室。Dialogue 2A: What do you do tomorrow afternoon? 明天下午你打算做什么？B: Ill be in the company all day tomorrow. 明天一天我都在公司。A: Id like to meet you to talk over our plan. 我想见个面谈一下我们的计划。B: OK. Im available from 3 to 4:30. 可以，我3点至4点半有时间。A: Good. Ill be there at 3 oclock. 好，我3点到。B: OK. See you then. 好的。到时候见。Part 4 Words and Expressions 词汇注释available adj. 有空的；可以得到的convenient adj. 方便的expect v. 期待meet v. 见面order n. 订单补充词汇Monday 星期一Tuesday 星期二Wednesday 星期三Thursday 星期四Friday 星期五Saturday 星期六Sunday 星期天morning 上午noon 中午evening 晚上Part 5 FYI动感地带预约的重要性 在美国，无论去见什么人都要预约，会朋友、见客户、见领导、见办事员，甚至到诊所、医院看病，都要提前预约。，没有预约？对不起，今天预约已满。下次请预约了再来。美国人的时间观念很强，号称是时间的“奴隶”，每天都是按照自己的日程表运转的。所以不速之客是不受欢迎的。Unit 2 Canceling 取消Part 1 Model Sentences 常用句型1.Im sorry. I cant meet you对不起。我不能见你。2.Anything wrong?出什么事了？3.I have pressing business to attend to.我有紧急事情要处理。4.No problem.没关系。5.Thank you for your understanding.谢谢你的理解。Part 2 Possible Alternatives 动感替换句型 1Sorry.Im terribly sorry.I cant meet you.对不起。我不能见你。Excuse me.句型 2What happened? 发生什么了？Whats wrong? 出什么事了？Whats up? 怎么了？句型 3Ive got something urgent to do. 我有紧急事情要处理。I have to be out for a business trip. 我要出差。I have to attend another meeting. 我得出席一个会议。句型 4It doesnt matter. 没关系。Its understandable. 可以理解。Just go ahead with your business. 你忙你的吧。句型 5We can make it later. Lets meeting sometime later. 改天再碰头。Lets change it to another time. Part 3 Dialogues 实用会话Dialogue 1A: Sorry, I cant make the appointment. 真抱歉，我不能见你了。B: Whats up? 出什么事了？A: Because I have pressing business to attend to. 我有紧急事情要处理。B: Thats all right. Just go ahead with your business. 没关系。你忙你的吧。A: Thank you for your understanding. Lets meeting sometime later. 谢谢你的理解。改天再碰头吧。Dialogue 2A: Shall we meet today? 今天还见面吗？B: Sorry, I cant meet you. 抱歉，我来不了啦。A: What happened? 出什么事了？B: I must be away for a couple of days. 我得外出几天？A: No problem. Lets see if we can find another time to meet. 没问题。看能否改天见面。Part 4 Words and Expressions 词汇注释appointment n. 预约attend v. 参加attend to 处理business trip 出差cancel v. 取消go ahead 继续pressing adj. 紧急的urgent adj. 紧急的补充词汇to make an appointment 预约to have an appointment with sb. 与某人有个约会to confirm an appointment 确定约会to keep an appointment 守约to change an appointment 改约会to cancel an appointment 取消约会to reschedule an appointment 重新安排约会to postpone/put off an appointment 推迟约会Part 5 FYI动感地带商务预约 公司之间的商务交往大部分都可以通过电话、传真等方式进行，但有时也需要亲自与客户面谈。这就需要进行商务预约，以免唐突造访给对方造成不便。预约可以通过电话进行，但正式场合则需要用书信将时间和地点确定下来。请求会面的信应礼貌得体，信中应包含下列内容：1.请求会面并说明理由；2.建议确切的时间地点。如果你的时间比较充裕，可给出你可以接受的时间段供对方决定；3.请对方与你联系确认会面。Unit 3 Postponing 推迟Part 1 Model Sentences 常用句型1.Ive to postpone our meeting.我们的见面得推迟一点。2.What time would be good for you?你说几点呢？3.Lets make it around six.推迟到6点吧4.What about the place?地点呢？5.Old place.老地方。Part 2 Possible Alternatives 动感替换句型 1Can we postpone our appointment? Shall we put off our meeting? 我们推迟见面行吗？ Can we meet sometime later? 句型 2When is right with you? When is proper for you? 什么时候合适呢？When shall we meet? 句型 3Half an hour later. 推迟半小时吧。How about 4:30? 4点半怎么样？Would 2:30 suit you? 2点半可以吗？句型 4How about the place? 地点呢？Where shall we meet? 哪里见面呢？Shall we meet at the same place? 老地方吗？句型 5The same place. 地点不变。Old place. 老地方。Lets meet in my office. 办公室碰头。Part 3 Dialogues 实用会话Dialogue 1A: Sorry, Ive got to postpone our meeting. 对不起，我们的见面得推迟一点。B: Thats all right. What time would be good for you? 没问题。你说几点呢？A: Lets push it back to six. 推迟到6点吧。B: OK, see you then. 好的，到时候见。Dialogue 2A: Sorry. Can we put off the meeting to another day? 抱歉，我们的会面改天好吗？B: When is right with you? 什么时候合适呢？A: How bout 4:30? 4点半怎么样？B: Good. What about the place? 好的。地点呢？A: The same place. 地点不变。B: OK. Be there or be square. 可以。不见不散。Part 4 Words and Expressions 词汇注释around prep. 大约make v. 做到postpone v. 推迟push back 推迟put off 推迟补充词汇according to schedule 按预定计划ahead of schedule 比预定时间提前behind schedule 比预定时间退后check ones schedule 查日程表have a tight/full/heavy schedule 时间表排得很紧on schedule 按照预定时间，按时to schedule 美按照预定时间Part 5 FYI动感地带时间观念 人们关于时间的概念因文化差异而不同。在大多数文化中，守时是非常重要的。但是在拉美国家，人们对于时间及守时的观念较为松散。在中东国家，人们也认为让他人等待是天经地义的，因为关系比时间更为重要。在这些文化中，客户比约定时间玩到半小时左右是很常见的，这对他们来说，已经是守时了。当然为了守信，你最好还是按时到约定地点，如对方没到，可以看看书或者研究一下手头带的计划文案等。对方到达时应表现得从容自若，而不是气急败坏。发火不仅于事无补，而且也会损害你的形象。Unit 4 Advancing 提前Part 1 Model Sentences 常用句型1.Can we meet earlier?我们提前见面行吗？2.What time?几点呢？3.Two hours earlier.提前两小时。4.Its a bit difficult for me.有点困难。5.How about an hour in advance?提前一小时呢？Part 2 Possible Alternatives 动感替换句型 1I need to advance our meeting. 我得把见面时间提前。Can we meet an hour in advance? 我们提前一小时见面行吗Can we make it earlier a few days? 我们提前几天见面行吗？句型 2What time is convenient for you? What time suits you best? 什么时间呢？When exactly? 句型 3Lets say 3:30 3点半吧。How about 9? 9点怎么样？1:30 this Tuesday. 本周二1点半。句型 4Sorry but I cant make it. 对不起，我赶不及。Im afraid I cant go. 恐怕我去不了。Im occupied then. 我那时正忙。句型 5How about an hour earlier? 提前一个小时呢？Is 8:30 convenient for you? 8点半方便吗？Is 2:30 OK for you? 2点半行吗？Part 3 Dialogues 实用会话Dialogue 1A: Can we meet earlier? 我们能提前点见面吗？B: OK. What time? 可以，什么时间？A: Two hours earlier. 提前两小时吧。B: Im occupied then. How about an hour in advance? 我那时正忙。提前一个小时怎么样？A: No problem. See you at 9. 没问题。那9点见吧。Dialogue 2A: Sorry, I need to advance our meeting. 抱歉，我得把见面时间提前点。B: Thats all right. What time suits you best? 可以。几点合适呢？A: How about 1:30 this Tuesday? 本周二1点半怎么样？B: Sorry but I cant make it. Is 2:30 OK for you? 对不起，我赶不及。2点半行吗？A: OK. See you then. 好的。到时候见。Part 4 Words and Expressions 词汇注释advance v. 提前difficult adj. 困难的exactly adv. 准确地in advance 提前occupied adj. 忙，没空Part 5 FYI动感地带不拘礼节 美国人的不拘礼节世界文明。即使在商务场合，美国人也通常喜欢彼此称呼名字而不是头衔加姓。他们和人打招呼时，会面带微笑，直视对方，同时主动伸出手去和对方握手。除非是在非正式的场合，美国人一般很少穿西装，打领带，即使在办公室也是如此。简单舒适最为重要。很多人在打电话时，不是正襟危坐，而是身体放松向后靠着椅背，甚至有些人还会把脚伸到桌子上。能力拓展 (1)Lunch appointmentA: Mr. Green, Im calling to see if its possible for you to have lunch tomorrow with Ms. Wang and me.B: Thatll be fine.A: Id like to discuss the matter we spoke about the other day.B: Would 12:00 sharp at Dinos be okay?A: How about a bit earlier?B: Im sorry, but I have another appointment at 11:00.A: So youll be busy until noon?B: No, its just that the appointment is at the lobby of the International Hotel, so I wont get back to my office until 11:45.A: Well, International Hotel is on the way to my office, so why dont we meet at our office a little before noon?B: Certainly.A: Good. Well see you then.Dinner invitationA: Shall we make a time for a talk?B: You are a man of action, Mr. Johnson. But you have just made a recovery from influenza and should still have a good rest. We can talk our business later. Id like to invite you to a dinner party at the restaurant of the Jiujiang Hotel. I hope you will come.A: Its very kind of you. Thank you for your invitation. When will the dinner begin?B: Tomorrow evening, at 6 oclock. This is your invitation card. Mr. Johnson.A: Thank you. Ill be delighted to come on time. But when shall we fix a time for a talk?B: We can fix a time at the dinner.A: Good. I will be all right at that time.B: I must be going home now. Let us say goodbye.A: Thank you for your kindness. Goodbye and see you tomorrow evening.B: See you tomorrow evening.Chapter 2 Meeting 会见Unit 1 Greeting 问候Part 1 Model Sentences 常用句型1.How are you doing?你好吗？2.Im doing great.我很好。3.Hows your business?生意好吗？4.Couldnt be better.非常好。5.Glad to hear that.很高兴听到这个消息。Part 2 Possible Alternatives 动感替换句型 1How have you been? 你好吗？Hows everything? 你好吗？Whats up? 你在忙些什么？句型 2Pretty good. 很好。So far so good. 到目前为止还不错。Nothing special. 没什么特别的。句型 3Hows your work? 工作怎么样？How is the progress? 工作进展如何？Hows your last deal? 上次那笔生意怎么样？句型 4Couldnt be better. 非常好。Just as usual. 老样子。Its completed. 那笔生意做成了。句型 5Thats great. 好极了。Itll be better. 生意会好起来的。Congratulations! 祝贺你！Part 3 Dialogues 实用会话Dialogue 1A: Hello, Mary! Long time no see. 你好，玛丽。好久不见！B: Oh, Mike! How are you doing? 哦，麦克。你还好吗？A: Im fine, thanks! And you? 很好，谢谢！你呢？B: So far so good. Hows your business? 到目前为止还不错。生意还好吗？A: Couldnt be better. 很好。B: Im glad to hear that. 很高兴听到这个消息。Dialogue 2A: Hows your work, David? 大卫，工作怎么样？B: Just as usual. How about you? Hows your last deal? 老样子。你呢？上次那笔生意怎么样了？A: Its concluded. 那笔生意做成了。B: Congratulations! 祝贺你！Part 4 Words and Expressions 词汇注释as usual 老样子business n. 生意complete v. 完成conclude v. 完成congratulation n. 祝贺deal n. 生意progress n. 进展special adj. 特别的Part 5 FYI动感地带寒暄禁忌在与客户初期接触时，基于双方不同的文化背景，寒暄交谈时应注意选择大中型的话题，如天气、运动、时事、休闲爱好等。应避免谈论敏感的政治话题、宗教信仰或具有负面影响的历史事件。不询问对方履历、工资收入、家庭财产、衣饰价格等隐私性问题，不询问女士的年龄、婚否等情况。对方不愿回答的问题不要追问，对方反感的问题应表示歉意，或立即转移话题。 与客户寒暄时，一定要注意交流技巧。一位长期移居远东的美国人给了我们一条适用于各种情况的建议：“回答问题时，要好像是在回答一位富有、年迈的姑妈问你希望她的遗嘱里给你留多少遗产一样。”换句话说，就是在交谈时要保持礼貌、优雅和老练。Unit 2 Self-introduction 自我介绍Part 1 Model Sentences 常用句型1.May I have your name?请问你怎么称呼？2.Im David Smith.我叫大卫史密斯。3.I work in Microsoft.我在微软工作。4.Im a sales manager.我是销售经理。5.Here is my business card.这是我的名片。Part 2 Possible Alternatives 动感替换句型 1Whats your name? 你叫什么名字？Tell me your name, please. 请告诉我你的名字？How can I call you? 怎么称呼你呢？句型 2Im Robert White. 我叫罗伯特怀特。My name is Robert White. 我叫罗伯特怀特。Just call me Robert. 叫我罗伯特吧。句型 3Im in IT industry. 我从事电脑工作。I work for IBM. 我在IBM公司工作。Im doing R&D. 我从事产品研发。句型 4Im a software engineer. 我是软件工程师。Im in HR department. 我在人事部。Im an assistant manager. 我是副经理。句型 5Here is my name card. 这是我的名片。Could you give me a card? 能给我一张名片吗？Can I have your business card? 能给我你的名片吗？Part 3 Dialogues 实用会话Dialogue 1A: Good morning. Im Mary Smith. May I have your name? 早上好。我是玛丽史密斯，你叫什么名字？B: Im David Smith. You can call me David. 我叫大卫史密斯。你可以叫我大卫。A: What do you do? 你是做什么的？B: Im in computers. Here is my business card. 我从事电脑工作。这是我的名片。A: Thank you. Here is mine. 谢谢，这是我的。Dialogue 2A: How can I call you? 怎么称呼你呢？B: Just call me Mary. 叫我玛丽吧。A: Who do you work for? 你为谁工作？B: I once worked for Microsoft. But now Im working for IBM. Im a sales manager. 我过去在微软公司工作，但现在在IBM公司。我是销售经理。Part 4 Words and Expressions 词汇注释assistant manager 副经理business card 名片engineer n. 工程师HR (Human Resources) 人力资源IT (Information Technology) 信息科技name card 名片R&D (Research and Development) 研究开发sales manager 销售经理software n. 软件补充词汇account executive 财会经理advertising director 广告主任board manager 分公司经理CEO (Chief Executive Officer) 首席执行官CFO (Chief Financial Officer) 财务总监chairman n. 董事长consultant n. 顾问director n. 总监finance director 财务总长general manager 总经理human resources manager 人事经理president n. 总裁production manager 生产经理project manager 项目经理purchasing manager 采购经理supervisor n. 主管vice-president n. 副总裁Part 5 FYI动感地带交换名片 在正式一点的社交场合，特别是在商务活动中，交换名片是件很重要的事。通常你可以自己先掏出名片，说“Here is my card.”（这是我的名片。激将法。）“Could I have your business Card?”（能不能给我你的名片呢？索取法。）如果是非正式场合，要不要名片就不是那么重要的了，这是可以试着跟对方交换电话号码、E-mail等。Unit 3 Introducing Others 介绍他人Part 1 Model Sentences 常用句型1.Do you know Peter?你认识彼得吗？2.Id like to know him.我想认识他。3.Ill introduce him to you.我把他介绍给你。4.Peter, this is David.彼得，这是大卫。5.Ive heard a lot about you.久闻大名。Part 2 Possible Alternatives 动感替换句型 1Do you want to know Peter? 你想认识彼得吗？Have you met Peter? 你认识彼得吗？Do you know each other? 你们认识吗？句型 2I want to know him. 我想认识他。Id like to make the acquaintance of him. 我想认识一下他。Could you introduce me to him? 把我介绍给他行吗？句型 3Let me introduce him to you. 我把他介绍给你。Come to meet David. 来见一下大卫吧。I want you to meet David. 来认识一下大卫吧。句型 4This is David. 这是大卫。He is my friend. 他是我朋友。He is a manager. 他是经理。句型 5David often mentions you. 大卫常提起你。I heard you a lot. 久闻大名。Ive been looking forward to meeting you. 我一直盼望着能认识你。Part 3 Dialogues 实用会话Dialogue 1A: HI, Mary. Do you know Peter? 嗨，玛丽。你认识彼得吗？B: Not yet. Can you introduce me to him? 不认识。能给我介绍一下吗？A: No problem. Peter, this is Mary, my friend. Mary, this is Peter, my boss. 没问题。彼得，这是我朋友玛丽。玛丽，这是彼得，我的老板。C: Hi, Mary. Nice to meet you. 你好，玛丽。很高兴见到你。B: Hi, Peter. Jack often mentions you. He says you are a kind person. 你好，彼得。杰克常提起你，说你是个好人。Dialogue 2A: Is that the manager over there? 那边那位是经理吧？B: Yes, thats Tom, our human resources manager. 是的。他叫汤姆，我们的人事经理。A: I havent met him yet. 我还没认识他呢。B: Ill introduce him to you. Mary, this is Tom. Tom, this is Mary, sales manager of IBM. 我把他介绍给你。玛丽。这是汤姆。汤姆，这是玛丽，IBM公司的销售经理。C: Hi, Mary. Ive heard a lot about you. Nice to meet you. 你好，玛丽。久闻大名。很高兴认识你。B: Nice to meet you. 很高兴认识你。A: I hope youll enjoy your stay here. 希望你此行愉快。Part 4 Words and Expressions 词汇注释acquaintance n. 相识，熟人introduce v. 介绍make the acquaintance of 结识mention v. 提到look forward to 盼望补充词汇accountant n. 会计administrative assistant 行政助理advisor n. 顾问assistant n. 助理business partner 生意伙伴colleague n. 同事CPA (Certified Public Accountant) 注册会计师internal auditor 内部审计员personnel assistant 人事助理receptionist n. 接待员secretary n. 秘书superior n. 上司subordinate n. 下属team leader 组长teller n. 出纳typist n. 打字员Part 5 FYI动感地带介绍礼仪在给双方做介绍时，应遵循以下原则：1.在社交场合，介绍顺序由性别决定，女性为尊，应先将男士介绍给女士。如：“Mrs. Lee, may I introduce James Smith?”先提女士名字，男士的名字最后说。2.在商务场合，决定介绍顺序的是地位，而非性别。应先将职位较低者介绍给职位较高者。当然要先称呼地位叫尊敬者的名字：“Mr. President, this is Robert Johnson.”地位最高者，不管是男是女，是年轻还是年长，名字都要先被提到。那么，怎么来决定双方地位的高低呢？通常职位高的人和职位低的人中，职位高者为尊；自己的老板和客户之间，客户为尊；国家官员和普通公民之间，官员为尊；同一职位的人中，自己不熟的一方为尊；年长者和年幼者之间，年长者为尊；同事和客户之间，客户为尊。 掌握了这些原则，你就能得体地介绍他人认识，还能让双方都感觉舒适自在。Unit 4 Introducing Companies 介绍公司Part 1 Model Sentences 常用句型1.Its an American company.这是家美国公司。2.The company is established in 2001.公司创立于2001年。3.We deal in cars.我们销售汽车。4.It has five subsidiaries.它有5个子公司。5.The head office is in Los Angeles.总部设在洛杉矶。Part 2 Possible Alternatives 动感替换句型 1Its s Sino-American joint venture. 这是家中美合资企业。Its a private enterprise. 这是家私营公司。Its a transnational company. 这是家跨国公司。句型 2The company dates back to 2000. 公司创立于2000年。It is founded in 1998. 它创立于1998年。It has a long history. 他历史悠久。句型 3We are in the line of foreign trade. 我们公司是搞外贸的。We are mainly engaged in the sale of electronic products. 我们主要经销电子产品。Our company is one of the leading car dealers in China. 我公司是中国