商务英语讲义-unittwo.ppt

BusinessEnglish,王华玲wanghualing75,UnitTwo,TelephoneEnglish,PartOneSpeaking,电话往来是现代商务交往的重要手段，绝大多数外贸公司都无法离开电话进行商务活动。但与日常生活打电话不同，打商务电话有其独特的礼节和技巧。电话谈话属口语交际。但由于电话本身的特点，电话用语又区别于一般日常交际用语。打电话时，谈话的双方都无法用面部表情和手势表达自己的思想；另外，打电话还受到时间的限制，也就是说，我们不能像平时面对面聊天那样，时间可以自己控制，因此，也就难免会产生交际的误会。因此，打电话时要求声音清晰，语言简练、明了，措辞恭敬。在日常商务电话往来中，掌握一些接打电话的基本技巧是非常必要的。这些技巧包括如何应对陌生、紧急的来电，,BackgroundInformation,如何处理抱怨、无理取闹的电话，等等。还应注意，打完电话时，若对方是重要的客户、女性客户或长辈，应该先让对方挂电话。总之，通电话时一定要态度友善，语调温和，讲究礼貌。掌握恰当得体的接打电话技巧有助于改善双方的商务关系，促进商务发展。,Case1:Youarethepersonwantedonthephone,IsDaisythere？Thisisshe.Yourespeaking/talkingtoher.ThisisDaisy.Thatsme.Speaking.,MayIspeaktoMr.Gates？Hesnothererightnow.Hesout.Hesinameetingrightnow.Youvejustmissedhim.Hesjuststeppedout.,Case2:Thepersonwantedonthephoneisnothereatthemoment,Case3:Wouldyouleaveamessage?,CanItalktoMark？Hesoutonhislunchbreakrightnow.Wouldyouliketoleaveamessage？Hesnotavailablerightnow.CanItakeamessage？,Case4:Thecalleraskswhenhe/shewillbeback,Doyouknowwhenhewillbeback？Imsorry.Idontknow.Ihavenoidea.Heshouldbebackin20minutes.,Case5:Whereishe/she?,Doyouhaveanyideawhereheis？Sorry.Idontknow.Hesatworkrightnow.Doyouwanthisphonenumber？Sorry.Ihavenoidea.Wouldyoutryhismobile?,Case6:CanIleaveamessage?,CanIleaveamessage？Yes.Goahead,please.Ofcourse.HoldonforjustasecondsoIcangrabapenandpaper.Sure,ifyoucanexcusemeforjustasecond.Letmefindapieceofpapertowriteitdown.,Case7:Askforrepetition,Whenhecomesback,canyouhavehimcallmeat(206)5551212？Canyourepeatagain,please？(Say)Again,please？Pardon？Onceagain,please？Imsorry？,Case8:Dontwanttotakeamessagetoavoidmistakes,MayIleaveamessage？Youknowwhat？MyEnglishisnotthatgreat,andIdontwanttomissanything.Wouldyoumindcallingbacklater？Imsorry.Ifyoudontmind,couldyoupleasecallbackandleaveamessageontheansweringmachine？MyEnglishisnotverygood.,Case9:Someoneelseiswantedonthephone,IsBrandonthere？Yes,heis.Onemoment,please.Hold,please.Holdon,please.Letmeseeifheshere.Hangon.O.K.？,Case10:Thecallerhasdialedawrongnumber,CanIspeaktoAlexanderWalker？AlexanderWalker？Imsorry,buttheresnobodyherebythisname.Imsorry.Imafraidyouvegotthewrongnumber.Whatnumberdidyoudial？,OtherCases,CanyouputDaisybackon？Iforgottotellhersomething.Sure.Illgotogether.Paul,canyouanswerthephone？Imbusy.Canyougetit,Paul？Myhandsaretied.Diditgothrough?Nobodyanswered.Igottheansweringmachine.Thelinewasbusy.Igotthebusysignals,AnsweringMachine,Hi！ThisisAbby.Imnothomerightnow.Pleaseleaveamessage.Hi！Thisis555-5555.Werenothere.Pleaseleaveyourmessage.Thankyou.Hi！ThisisBrenda.Icantcometothephoneatthistime.PleaseleaveamessageandIllcallyoubackassoonaspossible.,拨打国际商务电话，为了能更清楚、更详细、更有效地说明你想要了解的信息资料，列一个谈话的内容清单，这样不仅能帮助你节省时间，易于表达，同时也可以避免遗忘一些重要的内容。打电话常遇到“Yeah”，“Hello”，“Yes”之类的简短回答，如果你想等对方先说话，可能等到的是对方挂上了电话，这会令双方感到尴尬。因此，打电话的人可以主动出击，常用的句子有：Goodafternoon.IdliketospeaktoMr.SmithofAccountingDepartment.Hello,thisisLiuZhongfromCentralSouthUniversity.,CulturalTips-BusinessCalls,Hello,IsMr.SmithofABCCorporationthere?IsMr.Smithavailable,please?MynameisLiuZhongfromCentralSouthUniversity.3.请求电话接线员转接电话，常用的礼貌用语有：CouldyouputmethroughtoMr.Smith,please?IwouldliketotalktoMr.Smith,theGeneralManagerofyourcompany.Goodmorning.CanIspeaktoMr.SmithofHRDepartment?4.接电话的礼仪最重要的就是第一印象。一拿起电话，应该先礼貌地问候一声“Goodmorning”或“Goodafternoon”，并报出自己的单位、部门或个人的名字，一气呵成。,用英语接电话时，不能使用“Hello，hello”，这是不礼貌的。“Hello”习惯上只能用一次。为例避免对方的尴尬，可以主动地说：MayIknowwhoiscalling/speaking?IsthereanythingIcanhelp?IsthereanythingIcandoforyou?CanIhelpanything?WhatcanIdoforyou?5.如果接电话的人正好是打电话的人要找的人，可以说：Thisishe/she.Yes,itsme.Yes.MayIknowwhoscalling?,Speaking.6.如果对方要找的人不在办公室，应主动帮助寻找，这是基本的礼貌礼仪。这方面的常用语有：Waitaminute.Illjustfindoutifheisintheotheroffice.Holdon/theline,please.Letmeseewhetherhesbackyet.Sorry,heisnotinthisoffice.Doyouknowhisextension?Icanputyouthrough.7.打电话的人和接电话的人在结束谈话时应致谢对方，但方式稍有不同。打电话的人通常都是有事相求的一方，因此常说：Thanksforyourhelp.Thanksfortheinformation.,Ireallyappreciateyouranswer.8.注意：在有些商务场合，被求的一方也应致谢有求的一方。如：Thanksforcalling.Ireallyappreciatethatyoureinterestedinourproducts.Thankyouforyourremindingmethepayment.,SampleDialogue,GuangdongTextile,goodmorning.Goodmorning,thisisLisaofInternationalCorporationinLosAngeles.CouldIspeaktoMr.Liu,please?Imafraidhesoutonbusiness.CanItakeamessage?Thankyou.Yes,please.Ifyouresureitsnotrouble,canyouaskhimtocallmeback?Ofcourse.WaitaminutesoIcangetapenYes,please.MynameisLisaAlicia.Couldyouspellthat?Yes,thatsL-I-S-AandA-L-I-C-I-A.LisaAlicia.LisaAlicia.,Andmynumberis001-818-5708628.001-818-5708628.Yes,pleasetellhimIneedthenewpriceandcatalogueofbedsheetsandpillowcases.Yes.Ivetakenthemdown.Youneedthenewpriceandcatalogueofbedsheetsandpillowcases.Thatsright.AndtellhimIneedtotalktohimabouttheneworderassoonaspossible.Ifpossible,askhimtocallmetomorrowafternoon.Yes,Anythingelse?Ithinkthatsall.Thankyou.,Ok,MissAlicia,Illlethimknoweverythingassoonaspossible.Thankyouverymuch.Yourewelcome.注意：打电话不仅要熟练，而且还应有技巧，留商务口信是每个商务人员必备的基本知识。如果打电话要找的人由于某些原因不在，不能简单地说一声“Heisnotin”就挂上电话，一定要留下口信，以展示良好的公司文化和个人素质，也便于将来主动联络。礼貌的回答会给对方留下美好的印象，如：Sorry,hesawayforafewdays.CanIgivehimamessage?Imsorry,hehasnotcomebackyet.Doyouwanttoleavea,messageforhim?Unfortunately,hesoutonbusiness.Anymessageforhim?CouldItakeamessageforyou?Wouldyouliketoleaveamessage?在对方提出留口信时，应客气地感谢对方。这是可以说：Thatsverykindofyou.Yes,couldyouaskhimtocallmeback?Thankyousomuch.IdlikeyoutotellhimIneedtotalkwithhimonthepayment.,如果不需要对方留口信，可以委婉地说：No,thanks.Icantrylater.Thatsverykindofyou.Butitsurgent.CanItalktotheViceManager?No,thankyou.Illtryhismobilephone.留口信应注意记下对方的姓名及电话，以便回电话之用。对比较重要的信息，例如电话号码、地点、时间等主要内容，接电话的人一般应重复一次，以保证内容准确无误。,如果不需要对方留口信，可以委婉地说：No,thanks.Icantrylater.Thatsverykindofyou.Butitsurgent.CanItalktotheViceManager?No,thankyou.Illtryhismobilephone.留口信应注意记下对方的姓名及电话，以便回电话之用。对比较重要的信息，例如电话号码、地点、时间等主要内容，接电话的人一般应重复一次，以保证内容准确无误。,PartTwoListening,ConversationTwo,Questions(5-8)LookatthenotebelowYouwillhearamandescribingaproblemwithanorder.BlackwellPrinters莱克韦尔印刷厂proof校样,WHILEYOUWEREOUT,Messagefor:STEVENKIRBYFrom:MARKJONESCompany:(5)MESSAGERe.StationeryOrderProblemwiththe(6)ordered.The(7)need500andheneeds750.Also(8)needstoberepositioned.,EuropeHolidays,businesscards,marketingexecutives,(The)(Company)Logo,Key,5.EuropeHolidays6.Businesscards7.Marketingexecutives（市场主管、营销主管）8.(The)(Company)Logo,ConversationThree,Questions(9-12)LookatthenotebelowYouwillhearawomanmakingthearrangementsforadelegationwhoaregoingtovisithercompany.finalize确定、定妥namebadge徽章catering餐饮ondisplay展出,DelegationVisit-ThingsToDo,Preparean(9)foreachdelegateBook1pmlunchat(10)Meetdelegateswhentheyarriveatthe(11)Showthemthe(12)first.,informationpack,ParkHotel,frontgate,newdesigns,Key,9.informationpack资料袋10.ParkHotel11.frontgate12.newdesigns,PartTwoQuestions13-17,SectionOneYourwillhearfiveshortrecordings.Foreachrecording,decidewhichtypeofdocumentthespeakeristalkingabout.Writeoneletter(A-H)nexttothenumberoftherecording.Donotuseanylettermorethanonce.Afteryouhavelistenedonce,replaytherecordings.,thebanksreturneditunpaidthefiguresdontmatchtheamountinwordswedbetterissueanotheronestraightawaytopayMrs.Burton14.Someofthesuppliersarealreadyaskabouttheincreases.SowhatIlldoisgodowneachcolumnandcalculatethenewamounts,andthenitcanbeprintedintimetobeinsertedintothenewbrochures（宣传册）.,15.Wevejustreceivedthepaperworkfromyouaboutcleaningourpremisessecuritycodeoutofthequestion16.cashisaparticularlyhealthyareafinaltotalsunpaidordersareactuallyexcludedfromthefinalcalculation.thecompanysoverallpositionisstillstrong.,6.17.,Aaninvoice（发票、费用清单）Baprice-listCabankstatement（银行对账单）Dareceipt（收据，收条）EacompanychequeFabalancesheet（资产负债表）GacontractHanexpensesclaimform（报销单）,E,B,G,F,A,Key,13.E14.B15.G16.F17.A,PartThreeIntroductiontoGlobalizationandWorldEconomicOrganizations,Globalization,Theterm“globalization”describestheincreasedmobilityofgoods,services,labor,technologyandcapitalthroughouttheworld.Althoughglobalizationisnotanewdevelopment,itspacehasincreasedwiththeadventofnewtechnologies,especiallyintheareaoftelecommunications.,Globalizationdescribesanongoingprocessbywhichregionaleconomies,societiesandcultureshavebecomeintegratedthroughaglobe-spanningnetworkofexchange.Thetermissometimesusedtoreferspecificallytoeconomicglobalization:theintegrationofnationaleconomiesintotheinternationaleconomythroughtrade,foreigndirectinvestment,capitalflows,migration,andthespreadoftechnology.,Globalization经济全球化是一个历史过程：一方面在世界范围内各国、各地区的经济相互交织、相互影响、相互融合成统一整体，即形成全球统一市场；另一方面在世界范围内建立了规范经济行为的全球规则，并以此为基础建立了经济运行的全球机制。在这个过程中，市场经济统一天下，生产要素在全球范围内自由流动和优化配置。因此，经济全球化是指生产要素跨越国界，在全球范围内自由流动，各国，各地区相互融合成整体的历史过程。,WorldEconomicOrganizations,1.WorldBank2.WorldTradeOrganization3.InternationalMonetaryFund(国际货币基金组织)4.OrganizationforEconomicCo-operationDevelopment（经济合作及发展组织）,WorldBank,InternationalBankforReconstructionandDevelopment(IBRD)国际复兴与开发银行InternationalDevelopmentAssociation(IDA)国际开发协会creditworthyadj.信誉卓著的，有信誉的creditn.信贷grantn.拨款,WorldBank,TheWorldBankisavitalsourceoffinancialandtechnicalassistancetodevelopingcountriesaroundtheworld.Itisnotabankinthecommonsense.Itismadeupoftwouniquedevelopmentinstitutionsownedby184membercountriestheInternationalBankforReconstructionandDevelopment(IBRD)andtheInternationalDevelopmentAssociation(IDA).Eachinstitutionplaysadifferentbutsupportiveroleinourmissionofglobalpovertyreductionandtheimprovementoflivingstandards.TheIBRDfocusesonmiddleincomeandcreditworthypoorcountries,whileIDAfocusesonthepoorestcountriesintheworld.Togethertheyprovidelow-interestloans,interest-freecreditandgrantstodevelopingcountriesforeducation,health,infrastructure,communicationsandmanyotherpurposes.,WorldTradeOrganization,institutional制度性的multilateraltradingsystem多边贸易体制thesuccessor继承人、继任者theGeneralAgreementonTariffsandTrade(GATT)关税和贸易总协定inthewakeof尾随、紧跟anti-dumping反倾销non-tariff非关税theUruguayRound乌拉圭回合谈判,WorldTradeOrganization,TheWTO,establishedonJanuary1st,1995,isthelegalandinstitutional（制度性的）foundationofthemultilateraltradingsystem（多边贸易体制）.Originally,itisthesuccessor（继承人、继任者）totheGeneralAgreementonTariffsandTrade(GATT)（关税和贸易总协定）establishedinthewakeof（尾随、紧跟）theSecondWorldWar.Themultilateraltradingsystemwasdevelopedthroughaseriesoftradenegotiations,orrounds.Theroundsdealtmainlywithtariffreductionsbutlaternegotiationsincludeotherareassuchasanti-dumping（反倾销）andnon-tariff（非关税）measures.Thelatestround,theUruguayRound（乌拉圭回合谈判）,ledtotheWTOscreation.,NowadaystheWTOistheonlyinternationalbodydealingwiththerulesoftradebetweennations.AtitsheartaretheWTOagreements,negotiatedandsignedbythebulk(大部分)oftheworldstradingnations.Thesedocumentsprovidethelegalground-rules(基本原则)forinternationalcommerce.Theyareessentiallycontracts,bindinggovernmentstokeeptheirtradepolicieswithinagreedlimits.Itprovidestheprincipalcontractualobligationsdetermininghowgovernmentsframeandimplementdomestictradelegislationandregulations.Itisalsotheplatformonwhichtraderelationsamongcountriesevolvethroughcollectivedebate,negotiationandadjudication（裁定）.,InternationalMonetaryFund,TheIMFwascreatedtopromoteinternationalmonetarycooperation,theexpansionandbalancedgrowthofinternationaltrade,exchangestability,amultilateralsystemofpayments,solutionofbalanceofpaymentsdifficultiesunderadequatesafeguards,andlesseningofthedegreeofdisequilibrium（不平衡、失调）intheinternationalbalancesofpaymentsofmembers.Numerouspublicationsoneconomicandfinancialissues,includingcountryinformationandWorldEconomicOutlook世界经济展望,areavailableandsearchableonline.NotethequarterlyjournalFinanceandDevelopment金融与发展.,InternationalMonetaryFund,amultilateralsystemofpayments多边支付制度balanceofpaymentsdifficulties国际收支困难disequilibrium不平衡、失调quarterlyjournal季刊WorldEconomicOutlook世界经济展望FinanceandDevelopment金融与发展,InternationalMonetaryFund,TheIMFwascreatedtopromoteinternationalmonetarycooperation,theexpansionandbalancedgrowthofinternationaltrade,exchangestability,amultilateralsystemofpayments,solutionofbalanceofpaymentsdi