商务英语学习手册第一章(Unit15).doc

第一章 面对面沟通I. 词汇学习Unit 1. Pleased to meet you!Meeting people for the first timen Words and expressions:1Aa good impression好的印象appointment 约会、约定fellow-delegate 同参加会议的代表business card,业务名片 delay延误directions指导a bumpy flight 颠簸不堪的conference 会议JFK(Kennedy Airport New York)肯尼迪纽约（国际）机场a neutral subject 核心议题neutral subject 中性话题small talks闲聊 /闲谈get down to business 开始谈正经事cigarette 香烟1Bhave an appointment with sb. 与.约会two sugars 两块糖black coffee不加牛奶的咖啡white coffee 加牛奶的咖啡plc（public limited company）上市公司 purchasing director 采购经理receptionist 接待人员 senior sales manager 高级销售经理sightseeing 观光 tattoo 纹身 Birmingham 伯明翰 Stuttgart, Germany 德国斯图加特 1. Get down to business: begin to do something seriously Their eldest son is returning from Britain to Australia to get down to managing the estate.他们的长子就要从英国回到澳大利亚，开始认真地管理这块地产。We need to get down to some serious talking. 我们需要好好谈谈。2. Offer sb sth 或者offer sth to sb One offers the other a cigarette 给对方递烟I have been offered a job in Spain. 我得到一个在西班牙工作的机会Offer to do sth 主动做什么事情My dad has offered to pick us up. 我爸爸说他愿意来接我们。3. Have difficulty doing sth 做什么事情有困难They have great difficulty in finding a replacement. 他们很难找一个替代的人。4. Manage to do sth 设法完成什么事情He managed to escape to South America. 5. Can I get you something to drink? 我给你拿点喝的，好吗？（比较礼貌的说法）6. How do you like something? (两种意思：饮料中加什么或怎样烹饪什么食品，问对某事的看法)How do you like your steak? 你的牛排要怎样的？How do you like your job? 你的工作如何7.Look forward to doing sth 渴望做什么I am looking forward to sightseeing later on. n Key sentence patterns中性话题例句How was your trip? Did you have any trouble finding us?How is your hotel? How do you like the weather here in Shenzhen?How was the traffic? Would you like to call your office?When did you actually arrive? Are you feeling well?Would you like to phone home?初次见面Nice to meet you. Are you Mr. Hello my name is Mr. Green. Pleased to meet you. I have an appointment with Mr. Mike. Nice to meet you, Sam. Do call me Tony. Unit 2. What do you do?Finding out about work routinesn Words and expressions:2Asemi-conductor 半导体e-mail address 邮件地址time difference 时差extension 电话分机database 资料库(表格)locations 位置nature of communication交流的特点 make a profit 获利attitudes 态度 lead to a change 导致变化chief executive officer CEOmanufacturer 制造商Silicon valley 硅谷（美国）Strengths and weakness 弱项与强项global company 全球性的公司fastest-growing market 成长最快的市场take on business 从事某种业务getcommitted to do sth. 使承诺做.Its very rewarding.很值得、很有回报a typical day 典型的一天asynchronous 不同时的strategic development 战略发展project teams 项目团队、小组want a response 需要反馈through the course of a day 一整天write the minutes of a meeting 做会议记录switch on the computer 打开电脑on average 平均2Bclient database 客户数据库layout 格式job title position 职位working hours 工作时间、营业时间time difference 时差if not available -can not be contacted 找不到人preferred way 喜欢的方式get in touch contact 联系到、找到extension-（电话的）分机号码小时 engaged in 忙于 global company 全球性公司strength and weakness 优势与劣势 database 数据库 head office 总部minute 备忘录 investor 投资商 postal address 邮政地址 turn something around让某事发生转变 typically 典型market sth 销售 asynchronous 不同步的 商务职位名称accounting supervisor 会计主管 administration manager 行政经理 administration staff 行政人员 deputy general manager 副总经理quality control manager 质量控制经理 public relations manager 公关经理marketing manager 营销经理 personnel manager 人事经理interpreter 口译 security staff 保安人员 general managers secretary 总经理秘书1. The turkeys are marketed ready to cook. 这些火鸡是处理好再卖的可以随时进行烹饪。2. be on the market 在销售 rig the market 操纵市场 raid the market 扰乱市场 booming market/declining market 景气/萧条的市场3. By birth 血统上的： She is a Russian by birth. 4. Take on sth 从事， 担任If you take on this project, it will mean a lot of extra work. 如果你做这份工作就意味着有很多额外的工作要做。5. From a point of view 从观点It is unwise from a political point of view. 从政治上讲是不明智的。n Key sentence patternsWhat is your name?When do you work in Saturdays?If you are not in the office, who is the best person for me to talk to?What is the busiest time of day?What is the best way to get in touch with you? By phone, e-mail or fax?What time do you usually go for lunch?What is the postal address?What time do you start work in the morning?When do you finish your work?What is the time difference between here and your company?谈论自己的工作的例句I deal with. I have a job in My job involves.My work is My work is in. I am employed by.I got a job in. I used to work in. and now I am.I work full time for.谈论工作时间的句型My working hours are not fixed.I work on the day/night shift.We work in three shifts.We always clock in at 8 am.We go on shift at 8 am and check out at 5 pm.We quit work at 5 pm.We usually punch in at 8 am and punch out at 5 pm. 上午8点上班，下午5点下班。表达自己观点的句型Id just to say thatI cant help thinking thatIn my opinion/view.It seems to me thatTo my mind, I am of the opinion thatFrom my point of view,Personally, I believe that Unit 3. Around the worldBeing sensitive to other peoples customs, culture and behaviourn Words and expressions:3Ahierarchy: 有层次的, 有等级观念的dress-down 穿着随便；着便装dress up 盛装，打扮/正式着装 dress down day 着便装的日子update 更新，最新normal working hours 正常工作时间socialize 社交non-verbal behavior 非语言行为boardroom 董事会会议室colleague 同事tolerant 容忍， 大度technology company 科技公司get-together 聚会attitude to time 时间观念corporate culture 企业文化disciplined 遵守纪律的potentially 潜在地be tucked up in the bed 裹好/上床睡觉dress down Friday 着便装的周五beer bash 啤酒狂欢 spread into other locations 传到其他地区flat organization 没有明显等级制的结构block (一)批 have holidays as a block 一块休假office shuts 关门休息reckon 估计, 猜想public holiday 公共假日 wear a collar and tie穿衬衣打领带 take the Friday off 休周五relaxed working environment 宽松的工作环境at a lower pace 以更慢的节奏 collaborate 合作striking difference 明显的区别local person 当地人3B non-verbal behavior -body language 肢体语言vary across cultures 因文化而异/变化Mediterranean 地中海地区 similarity 相同 be aware of -understand 明白opposite sex -异性 same sex 同性space bubble 交际距离/交际空间physical contact 身体接触slap on the back 拍bear in mind 记住1Be disciplined 严格的， 遵守规则的We are very disciplined when it comes to money. 当涉及钱的时候我们都非常自律。2Introduce 引入 Quality controls have been introduced into many companies. 很多公司都引入了质量控制。3Its a common sort of thing. 这是很平常的事情。4He is a sort of people who are incapable of deceiving you. 他是那种不会骗你的人。5To some extent 在某程度上 to a great extent 在很大程度上6Be bound to do sth 一定We are bound to be late. 7There is sure to be a fuss when the owner of the house finds the window is broken. 房子的主人发现窗户破了肯定会大吵大闹。8Pat sb on the shoulder 拍某人的肩膀。9Commit 使承担义务He commits himself to expansion of the company. 他承诺壮大公司。n Key sentence patterns提出建议的典型句子I should recommendI should say. Would be better.I would suggestYou should, if you ask me.Youd betterIf I were you, Id I think you should其他涉及文化的例句What are the working hours?Should I go around the office introducing myself?Do you have a Dress Down day? What sort of clothes should I wear?When is lunch time? How long do we have for lunch?Who should I talk to if I have a problem?Is it ok to call colleagues by their first name?Are there any questions you would like to ask me?Is this your first visit to this country?Where are you living?How long are you staying here?Would you like to join me for a drink after work?Do you like our food?Would you like to join me for lunch. Unit 4. Could you please?Offering to help Making requests Asking permissionn Words and expressions:turn up the air-conditioning 调高turn down the heating 调低photocopier n.复印机paper jam 纸塞住了 air-conditioning 空调to ask permission 请求允许lift the lid 解开盖板go wrong 出毛病sheet 纸张masses of copieslots of copies 许多份crumpled 弄皱的odd-number 奇数even-number 偶数Jam 堵塞 make a request 请求 photocopier 复印机unwell 不舒服的 thermostat 自动温度调节器 1. Wish sb good luck 祝好运 2. Leave sth to sb 把某事给某人处理 We would like to leave the insurance arrangements to you.3. Why dont you do sth? 为什么不做？Why do sth? 为什么做Why dont you have a rest? 4. Why waste time going to the bank when you can do it all over the Internnet?网上都可以交易为什么还去银行。5. Help sb with sthMy father said he would help me with the fees. 爸爸说他将帮我支付费用。6. Go ahead 干吧We will go ahead with the meeting anyway. 不管如何我们将继续开会。7. Give sb a handCan you give me a hand stacking up these boxes?你能帮助我把这些盒子堆起来吗？8. Its all yours. 该你了。n Key sentence patterns表达自己帮助的意愿的句子What can I do to help?If you want, I could.Let me know if you want to.Anything I can do for you?How about I for you?Want some help?Need a hand?You look like you need some help to?May I .for you?Perhaps I can assist in some way.If I can be of assistance, please do not hesitate to tell me.向别人提出请求的句子Will you pleaseId like please.Is there any chance of May I trouble you to Sorry to trouble you, but could youWould you do me a favor?Would you do me a good turn?对某人的请求的肯定回答I would if I could.Id be glad to .Ok, I suppose so.Willingly.Yes, of course.Do, by all means.Sure. Sure thing.Will do.Just name it.对请求的否定回答Id like to, butI am sorry I can not.I regret I cant. Id like to say yes, butId really like to help you out, but征求他人同意的句子Do you think I couldI am wondering if I couldIs there any way I couldWhat are the chances of Will you allow me to.Have I got the go-ahead toAm I allowed toDo you have any objection if I .Is it possible to With your permission, I should like to同意某人做什么As you wishJust as you likeNot at all, please do that.Yes certainly you can. All right. Anything goes. Fell free.You do just that .No reason why not.Ok by you.Suit yourself.不同意的说法I dont really think you shouldId rather not.I am afraid I cant let you.I am sorry, but that is not possible.Well, if you did that, you willI am afraid you cant have my permission toNo way, Im afraid.You are not supposed toUnit 5. Im sorry, could you say that again?Dealing with communication difficultiesn Words and expressions:5Aannoyed 生气的frustrated 失意的，挫败的dissatisfied 不满意的cross 易怒的bad-tempered 脾气不好的puzzled 迷惑的dismayed 沮丧的，心中不快的otherwise 否则5Bbackground noise背景噪声 body language 肢体语言 non-native speaker 说非本国语言者 native speaker说本国语言者warehouse 仓库 ship (the goods)装运货物 price list 价目单scanner 扫描仪to cope with difficulty 对付困难to speak with a strong accent 说话带浓重的地方音to hesitate 犹豫to blend with other equipment 与其他设备兼容、匹配 pale grey 浅灰色compatibility n.计兼容性 be compatible wit 与.兼容/匹配to convert it into text 使之转变, 转换为文本（文件）to scan a document 扫描文件footprint 原件、脚本 have goods in stock 有库存, 有现货; stock 存货power consumption 用电能量、功率， 动力消耗occupy some space 占用空间various items 多种货物、商品order form 订货单、订单表order n.订单、v.下订单the whole shipment 整批货物warehouse 仓库distributor n.经销商 （wholesaler 批发商；sales agent 销售代理， retailer 零售商）retail price 零售价 wholesale price 批发价amp transformers 增大变压器seafront 面向海的一面； serial number 序列号 product code 产品代码、编号brochure 手册、说明书 machinery 机器（总称）VAT - Value-added Tax 增值税ex/in VAT exclude /include VAT 不含/含增值税Ex: exclude 不包括Inc: include 包括dpi n.计 点每英寸/像素scanner 扫描仪gigabite n.十亿字节(giga-为字首,意为“十亿”)mouse mat 鼠标垫superglide mouse mat 超滑鼠标垫interface 界面keyboard 键盘extended keyboard 延长的键盘DVD driver 光盘驱动器、光驱superglide 超滑monitor 显示器flat screen 平面end-user -consumer 终端用户transformer 电压适配器contract 合同give me a call at the office 打我办公室电话flat screen color monitor 平面显示器 catalogue number item number/code 产品编号、代码dpi 像素 scanner 扫描仪interface kit 转接器套装Eurodollar 欧元USB 即插即用设备1. Blend with 匹配I think you will find it blends with your other equipment. 我想你会发现它跟你其他设备的颜色很匹配。2. Sorry, I did not quite catch what you said. 对不起，我不太明白你的意思。3. Do you mean how much space it occupies on a desk?你是问它放在桌子上会占多少空间吗？This lecture occupied 3 hours. 演讲长达3个小时。Many anxieties occupies my mind. 许多忧虑萦绕在我心中。4. Its 25 centimeters wide and 35 centimeters deep, but you need to allow an extra, say about 10 centimeters at the back for the cables. 它横宽25厘米，深35厘米，但还得在后面预留10厘米的空间来放电缆。5. 主语+be+数量+度量单位+形容词My brother is 1.80 meters tall. My brother is 1.80 meters in height.We do sell this item, but it is out of stock at the moment. 我们的确卖这种产品，但现在没有货。I have to go now, otherwise I will miss the train. n Key sentence patterns让某人重复某事的句子Could you repeat that, please?Could you say that again, please?I am afraid I didnt hear.I beg your pardon?Pardon?Sorry, but I missed that.I am afraid I dont follow you. Could you please repeat it?I wonder if you would mind repeating it?Sorry, but I cant catch up with you.当听懂了大概意思，只是对某部分不清楚时可用I am sorry. I dont understand what you mean by. Could you explain that?I am sorry. I am afraid I am not quite clear about what you mean byWhat wasagain, please?Tips for communicating with people speaking with strong accents:1. Dont pretend to understand. If you dont understand the person you are speaking with, it is perfectly ok to gently tell them you are having a little bit of difficulty understanding them. If they could slow down just a little bit, you will be able to get al the information correct. Thats what they want to hear. 2. Dont rush. Take the time. It is usually only a few extra seconds to do it right. Listen to the callers pattern of speech. You will be able to pick up key words. Repeat the key words back to them. They will appreciate the fact that you are really listening. 3. Dont shout. Like the old joke goes-people with foreign accents are not hared of hearing. Nor do you need to repeat one word over and over to be sure they understand.4. Dont be rude. We usually dont mean to be rude when talking to someone with a foreign accent. However, if you have ever told someone, “ I cant understand you,” or even, “what did you say?” you have been a little bit rude. It is much better to stop, take full responsibility and explain you are having a little difficulty understanding them and if they could repeat themselves again, you will be able to assist. These are subtle differences, but keyones.II 商务知识A名片礼仪 1.名片的作用 名片用作自我介绍，是社交场合最简单的方式，也确有不少好处：第一，建立今后联系所必须的信息；第二，使用名片可以使人们在初识时就能充分利用时间交流思想感情，无需忙于记忆；第三，可以使人们在初识时言行举更得体，不会因要了解对方情况又顾忌触犯别人的私人领地而左右为难，也不会要介绍自己的身份和职位而引起别人不快；第四，使用名片可以不必与他人见面能与其相识。在今天这个快节奏的时代，名片可以代替正式的拜访。如通过邮局寄发名片，可以代替信件来表示祝贺、感谢、辞行、吊唁、慰问、介绍等意。 2.名片的内容 英文的名片夫妻可以共用一张，住所或工作地点大都在右下角，职务印在中央名字之下。男子姓名前可加Mr.，已婚妇女要加Mrs.，小姐加Miss.,有职务，加在姓名之前。名片除了社交名片，还有商业或者职业性名片或非正式名片。从名片用途讲，名片又有简式和详式之分。使用时，取详式还是取简式，视交际需要而定。如介绍、探询等交际活动，文字过简就难以达到交际目的，以取详式为宜。而像求见一类的交际活动，只需通报姓名、身份和求见意愿，其他的话语都留待见面时谈，因此片文没必要详写，自然是取简式为宜。 3.名片的设计 横式。 行序由上而下，字序从左到右。第一行顶格书写持片人的单位名称。第二行是持片人的姓名，用较大字号写在片正中。有职务、职称或学衔的，通常用小字标在姓名下右侧。第三行是持片人的详细地址及电话号码、邮政编码。 竖式。 行序由左到右，字序从上到下。第一行是持片人的单位名称，顶格写在片左边。第二行是持片人的姓名，低两格用较大字号写在片正中，持片人的职务、职称、学衔等用小字标在名字下右侧。第三行是持片人的详细地址及电话号码、邮政编码。 随着名片使用日益广泛，除所用纸张越来越好外，名片的片面设计也越来越新颖。如可以在片头上印一些装饰图案，还可以将单位徽记印在名片上，以树立企业形象。名片上的文字同其他应用文一样，首先要合乎规范，否则就会引起误解，影响交际效果。在合乎规范的前提下，可以讲究自己的风格，表现自己的个性。名片的风格、个性，主要表现在片面布局与字体的选择以及设计方面。就字体而言，行、草、篆、隶及各种美术字体均可。 4.名片的交换 名片的递送。向对方递名片时，应面带微笑，注视对方，将名片正面对着对方，用双手的拇指和食指分别持握名片上端的两角送给对方。如果是坐着的，应当起立或欠身递送，递送时说一些：我叫，这是我的名片，请笑纳。我的名片，请你收下。这是我的名片，请多多关照。之类的客套话。递送名片时要注意：地位低的人先向地位高的人递名片，男性先向女性递名片，当面对许多人时，应先将名片递给职务较高或年龄较大者，如分不清职务高低和年龄大小时，则可先和自己对面左侧方的人交换名片。 名片的递送应在介绍之后，在尚未弄清对方身份时不应急于递送名片，更不要把名片视同传单随便散发。名片的接受。接受名片时应起身，面带微笑注视对方。用双手拇指和食指接住名片下方的两角，接过名片时应说：谢谢，随后有一个微笑阅读名片的过程，阅读时可将对方的姓名职街念出声来，并抬头看看对方的脸，使对方产生一种受重视的满足感。然后，回敬一张本人的名片，如身上未带名片，应向对方表示歉意。在对方离去之前，或话题尚未结束，不必急于将对方的名片收藏起来。名片的存放。接过别人的名片切不可随意摆弄或扔在桌子上，也不要随便地塞在口袋里或丢在包里。应放在西服左胸的内衣袋或名片夹里，以示尊重。 B握手的礼仪 握手，它是人与人交际的一个部分。握手的力量、姿势与时间的长短往往能够表达出不同礼遇与态度，显露自己的个性，给人留下不同的印象，也可通过握手了解对方的个性，从而赢得交际的主动。美国著名盲聋女作家海伦。凯勒曾写道：手能拒人千里之外；也可充满阳光，让你感到很温暖事实也确实如此，因为握手是一种语言，是一种无声的动作语言。 今天，握手在许多国家已成为一种习以为常的礼节。通常，与人初次见面，熟人久别重逢，告辞或送行均以握手表示自己的善意，因为这是最常见的一种见面礼、告别礼。有时在一些特殊场合，如向人表示祝贺、感谢或慰问时；双方交谈中出现了令人满意的共同点时；或双方原先的矛盾出现了某种良好的转机或彻底和解时习惯上也以握手为礼。握手是在相见、离别、恭喜或致谢时相互表示情谊、致意的一种礼节，双方往往是先打招呼，后握手致意。 （一） 握手的顺序 主人、长辈、上司、女士主动伸出手，客人、晚辈、下属、男士再相迎握手。 长辈与晚辈之间，长辈伸手后，晚辈才能伸手相握；上下级之间，上级伸手后，下级才能接握；主人与客人之间，主人宜主动伸手；男女之间，女方伸出手后，男方才能伸手相握；如果男性年长，是女性的父辈年龄，在一般的社交场合中仍以女性先伸手为主，除非男性已是祖辈年龄，或女性未成年在20岁以下，则男性先伸手是适宜的。但无论什么人如果他忽略了握手礼的先后次序而已经伸了手，对方都应不迟疑的回握。 （二） 握手的方法 握手时，距离受礼者约一步，上身稍向前倾，两足立正，伸出右手，四指并拢，拇指张开，向受礼者握手。掌心向下握住对方的手，显示着一个人强烈的支配欲，无声地告诉别人，他此时处于高人一等的地位，应尽量避免这种傲慢无礼的握手方式。相反，掌心向里同他人的握手方式显示出谦卑与毕恭毕敬，如果伸出双手去捧接，则更是谦恭备至了。平等而自然的握手姿态是两手的手掌都处于垂直状态，这是一种最普通也最稳妥的握手方式。 握手时应伸出右手，不能伸出左手与人相握，有些国家习俗认为人的左手是脏的。戴着手套握手是失礼行为。 男士在握手前先脱下手套，摘下帽子，女士可以例外。当然在严寒的室外有时可以不脱，比如双方都戴着手套、帽子，这时一般也应先说声：“对不起”。握手者双目注视对方，微笑，问候，致意，不要看第三者或显得心不在焉。 如果你是左撇子，握手时也一定要用右手。当然如果你右手受伤了，那就不妨声明一下。 在商务洽谈中，当介绍人完成了介绍任务之后，被介绍的双方第一个动作就是握手。握手的时候，眼睛一定要注视对方的眼睛，传达出你的诚意和自信，千万不要一边握手一边眼睛却在东张西望，或者跟这个人握手还没完就目光移至下一个身上，这样别人从你眼神里体味到的只能是轻视或慌乱。那么是不是注视得时间越长越好呢？并非如此，握手只需几秒钟即可，双方手一松开，目光即可转移。 握手的力度要掌握好，握得太轻了，对方会觉得你在敷衍他；太重了，人家不但没感到你的热情，反而会觉得你是个老粗，女士尤其不要把手软绵绵地递过去，显得连握都懒得握的样子，既要握手，就应大大方方地握。 握手的时间以13秒为宜，不可一直握住别人的手不放。与大人物握手，男士与女士握手，时间以1秒钟左右为原则。 如果要表示自己的真诚和热烈，也可较长时间握手，并上下摇晃几下。作为企业的代表在洽谈中与人握手，一般不要用双手抓住对方的手上下摇动，那样显得太恭谦，使自己的地位无形中降低了，完全失去了一个企业家的风度。 被介绍之后，最好不要立即主动伸手。年轻者、职务低