工商英语课程讲义Unit8(new)..ppt

NewInternationalBusinessEnglish ViolaShaoEmail violasjr Unit8Dealingwithproblems Thisunitlooksatsomeoftheproblemsthatmayarisebetweencustomersandsuppliers connectedwithdeliveryandafter sales Thefunctionsofcomplainingandapologizingarealsocovered 8 1Whatseemstobetheproblem P 74 Listening You llheareightshortphonecalls MatchtheNUMBERofeachcalltooneofthesesentences Vocabulary agreement n 协议documentation n 文本 提供的文件makeit完成 做成heavytraffic交通拥挤hold up交通堵塞re time v 调整时间 to scratch n 刮痕panel n 板 嵌板consignment n 托运的货物creditone saccount记入某人帐的贷方栏 赊购 water stainedadj 水渍的soak v 浸湿intransit在运输途中withhold v 扣留 拒绝支付replace v 更换theblessedthing该死的东西refund n v 退款 Key Thecustomerwassentonlyonesetinsteadofthree 1 Thecustomerwassentthreesetsinsteadofone 2 Thespeakerwillarrivelatebecauseoftheheavytrafficandnowexpectstoarriveat1 45 3 Thespeakerwillarrivelatebecauseofdelaysattheairportandnowexpectstoarriveat4 45 4 g Thecustomerwantsthedamagedgoodstobereplaced 5 Thecustomerrefusestopayforthedamagedgoods 6 Thefaultymachineneedstoberepaired 7 k Thefaultymachinehasnotbeenrepairedsatisfactorily 8 8 2Weallmakemistakes sometimes P 75 Reading twonotesFindthemistakeinbetween Whatdoyouthinkmayhavehappened Vocabulary reel n 卷筒 电线 棉纱 cable n 缆绳 电缆repeatorder续订货单asyouinstruct按您指示的SpA SocietaperAzioni Italianpubliclimitedcompany 意大利 公共股份有限公司srl societaresponsabilitalimitata Italianlimitedliabilitycompany 意大利 有限责任公司 Suggestedanswer WhatisthemistakeMaxhasmade Maxhasconfusedthetwocompaniesandplacedanorderwiththewrongcompany UNIPLEXinsteadofUNIFLEX 8 3Complainingandapologizing P 77 Speaking Writing expressionsofcomplainingandapologizing Expressions Speaking anindirectcomplaintorcriticismI msorrytohavetosaythis but I msorrytobotheryou but Ithinkyoumayhaveforgotten Itmayhaveslippedyourmind but Theremayhavebeenamisunderstandingabout Speaking adirectcomplaintorcriticismWhatareyougoingtodoabout I mnotatallsatisfiedwith Expressions Ifyou vealreadytriedmorepolitemethods wouldyouhavetothreatensomeone Speaking Look ifyoudon tsendyourengineertorepairthemachine wewillbeforced obligedtocancelournextorder Writing Unlessyoupaytheaccountwithinsevendays wewillplacethematterinthehandsofoursolicitors attorneys Expressions Apology Speaking Sorry it s myfault I mverysorry Ididn trealize Therehasbeenaslip up 错误 疏忽 probleminour dept Writing Weareverysorryaboutthedelay mistake Wewishtoapologizefor Pleaseacceptourapologiesfor Expressions Acceptsomeone sapology That sallright It sperfectlyallright Itreallydoesn tmatter 8 4Fridayafternoon deliveryproblems P 80 Writing aletterofapology A3 Whatreasonwasgivenforthedelay ItwasalatedeliverybyOceanView ssuppliers 8 5Onlythebestisgoodenough P 83 Writ