商务英语-businessoralenglish.doc

Unit 1 Saying hello & making introductionsLearning Objectives In this unit you will learn how to greet people, answer greetings and making introductionsUseful Expressions1. How are you getting on/along with your study?2. How have you been?3. I hope all goes well with you.4. What a coincidence meeting you here.5. Fancy seeing you here. Its a small world. 6. Allow me to introduce Jim, the sales manager of the ABC company. 7. Id like you to meet Dr.Wu.8. I dont think you have met our officer , Mr. Wu.9. Excuse me. Arent you Mr. Thompson from Canada?10. I have heard so much about you.11. I think we have met somewhere before. My name is Frank.Situational Practice Chapter 1 商务会见Useful ExpressionsMeeting at the airport1. No sir, I am not Mr. Lin. I am Liu Yang, Sales manager at ABC Trading. Hi. Mr.Lin asked me to come and meet you, because he was unexpectedly tied up this morning. He is very eager to meet you , and sends his warmest regards.2. No, not very good. I was airsick.3. This flight was uneventful, except for a little turbulence here and there. In fact, I feel as crisp as a new dollar bill.4. Let me help you with your luggage.5. I came to pick you up to your hotel.6. Would you like an informal dinner with us tonight?7. Its very nice of him, but truthfully Id rather just spend a quiet evening in the hotel getting ready for tomorrows appointment. 8. Just to confirm-you know that tomorrows meeting is set for 10 a.m.at our office? Ill pick you up at the hotel at 9:15.9. By the way, are there any sights youd like to see while you are here? Id be happy to show you around.Making an appointment1. Id like to talk with him about something urgent. Could you please arrange it for me? I wont keep him long.2. Does Friday suit you?/ Is 12 oclock convenient for you?3. I am afraid I cant make Wednesday. Ive got to go to Beijing for a conference. Ill come back on Thursday.4. Tomorrow morning is all booked up. Will tomorrow afternoon be OK?5. Good. Thats settled then.Invitation and Reception 1. We were thinking of asking you to go to the Great Wall.2. I was wondering if you would like to go to a concert.3. Tomorrow night? I wish I could. But I really have to work overtime.Saying goodbye 1. Its a pity youre leaving so soon./Well be sorry to see you leave.2. I should offer my thanks for all your help.3. When you come to Australia, please let me know and Ill entertain you with delicious food. 4. Is there anything I can do for you before your departure?5. We hope you have a good journey. Unit 2 Taking leave & saying goodbyeUseful Expressions1.Well, I think wed better be leaving now.2.Im afraid I must be off now.3.Cant you stay a little longer?4.Well, Ive taken up too much of your time already. Id better go.5.Keep in touch.6.Its a shame that you have to go soon.7.Drop in whenever youre free.8. I m really going to miss you.9.Dont forget to give me a ring.10.See you around.11.So long.12.Please give them my best wishes.13.Have a nice Day.14.Ive enjoyed meeting you.Chapter 2 商务旅行Useful ExpressionsBooking a ticket1. Id like to reserve a flight to Tokyo for the first of October.2. Is there any difference in price between an economy seat /coach and a first-class seat? 3. Economy fare for one way trip/round trip from New York to Shanghai is $800. 4. You must check-in at least one hour before departure time.5. Id like to reconfirm my flight.Reservation1. Do you have any vacancy for three days from May 2 to May 4?2. Is there any room available? Id like a suite with an ocean view/front view/rear view.3. I am told your hotel is offering a discount now.4. O.k. It is fine.Ill just take this one.5. Id like to cancel a reservation, because the travel schedule has been changed. At the airport1. Where is the boarding gate for this flight?2. Cosmetics in liquid state is not allowed, i am afraid. Would you please have it consigned?3. Perhaps your stewardess will help you to find a place to store it.Model DialogueA: I cant find my baggage.Here is my claim tag.Could you please check it urgently?B: Would you come with me to the office?You need to make a lost baggage report.A: Ok.B: How many pieces of baggage have you lost?A: One.B: Can you describe your baggage?A: It is a large leather suitcase with my name tag . Its dark blue.B: Please wait for a moment while we are investigating.A: Please deliver the baggage to my hotel as soon as youve located it. At the customs1. What is the purpose of your visit? Business or pleasure?2. I have some valuables to declare.3. Do you have anything subject to duty?4. I think youll have to pay some duty on these cigarettes because they exceed the quota. And this article is liable to duty. 5. I see you had your vaccination five years ago. Your certificate is no longer valid.Unit 3 Extending Invitations & Expressing ThanksUseful Expressions1. We have arranged a barbecue and wed love you to come.2. Do you feel like going to a restaurant tomorrow?3. Thank you very much for your invitation. Id be delighted to get together with you.4. Its very thoughtful of you to invite me.5. That sounds like a good idea. But where exactly?6. Why dont you make it another time, say Friday?7. Unfortunately, I cant on Friday. Is there any other day that would suit you?8. Sorry, I am not sure about my schedule for next week; Ill call you later.9. Id love to, but I cant. Thank you all the same.10. Im so grateful to you for your kind help.11. Im very much obliged to you.12. I can never thank you enough.13. I do appreciate your timely help.14. Its very thoughtful of you to give me a ride.15. Thank you so much for your hospitality.16. I am glad that I could be of assistance.17. I am delighted that I was able to help.18. My pleasure.19. Think nothing of it.20. Dont mention it.Chapter 3 商务办公Useful ExpressionsTelephone calls1. Could I speak to Gloria Zhao in Human Resources please?2. This is Harry Chan at Sounds Fantastic.3. Whos speaking please?4. Ill just put you through.5. The line is engaged at the moment. Would you like to hold?6. Would you like to leave a message?7. I wonder if you could give Mr. Wang a message for me?8. Im afraid I dont quite follow. What do you mean? To receive visitors1. Is there anything I can help you with?2. Can I ask what you wish to see him about? 3. Would you please have a seat and wait for a moment, Mr. Johnson? Mr. Richard is occupied at the moment. But Ill tell him you are here and see if he could meet you right now. 4. I am sorry, unfortunately, the general manager is tied up with something urgent. He has not yet returned.Complaint and claim1.I have to lodge a claim for the poor quality of your shipment that arrived last November.2.Well,I know the making of complaints is an unpleasant business in the practice of foreign trade. But the present case is too serious to be overlooked, so that we feel we must file a claim on you.3.Whats the matter?4. Lets first examine the details.5. Well make a thorough investigation to find out where the responsibility lies.6. Im sorry to hear that. Complaints of this sort are very rare indeed.7. Our customer complains that the goods are much inferior in quality to that of your samples.8.So long as you have evidence and your evidence is convincing, well handle your claim appropriately according to the international practice. If the damage is due to erosion of rain water during sea voyage, you should lodge your claim with the insurance company; if it is due to our packaging, well consider the compensation for it.9.That is a matter over which we could exercise no control. Im afraid I have to insist that you approach the insurance company for settlement.10.You may be assured that if its our fault, well put the matter right.11.I am afraid you should compensate us by 5% of the total amount of the contract.12.In view of the long business relations between us, we wish to meet you half way to settle the claim. Arbitration and mediation1. Shall we submit the case for arbitration?2. We insist that arbitration be carried out in the country of the defendant. 3. The losing party shall pay the arbitration fee.4. The decision made by the arbitration commission shall be accepted as final and binding upon both parties.5. We should settle the dispute through negotiations without resorting to legal proceedings. Unit 4 Making apologies&expressing likes and dislikesUseful Expressions1.I am so/really/terribly/awfully/extremely sorry.2.Sorry to have kept you waiting.3.Oh, it doesnt matter.4.Ive got to apologize for troubling you so much.5.Im sorry to have taken up so much of your time.6.Not in the least.7.Please forgive me. I really didnt mean it.8.Its ok. It could happen to the rest of us.9.Forget it.10.Im sorry,but it was an accident.11.Im sorry,but thers was very little I could do about it.12.Im rather keen on photography.13.Im sick and tired of eating hamburgers every day.14.I hate the exhaust from the car.15.Do you like folk songs more than pop songs?16.It doesnt matter to me.17.It doesnt make any difference to me.18. I have no preference. 19. Either one will be fine. Chapter 4 职场交往Useful ExpressionsGetting to know new colleagues1. Would you please tell me what is the specific work/working hours to me?2. To be a good secretary, youll have to be quite familiar with office routine and try to learn to do a bit of everything.3. I have Miss Wang with me. Shell be the new assistant in sales department.4. Glad to meet you. Im delighted to work here. I hope youll help me in the work. Promotion or leaving the job1. They appointed you to be the regional manager in Paris for three years. Congratulations.2. Break a leg.3. Its a pleasure to congratulate you on your recent promotion to deputy managing director.4. This career move is the right direction.5. Ive heard that you are offered project manager. Is it true?6. The news travels really fast here.7. Which company is planning to pirate you?8. Its the new branch in the southern part. Its in the beginning period, but the potential is good.9. Well, its one of the reasons, but not the major one. What I care more is what I need most at present.Working lunch1. How is everything going so far?2. There is a great place serving Sichuan food across the street. The food there is pretty good./Id like to reserve a table for two at seven tonight. 3. Im a little busy with the job, and a little tired. But I can feel that the work efficiency here is high. Maybe its typical of the workers in foreign capital enterprises to be busy.4. It seems to be clearing up.5. Open-air/Outdoor exercises will do you good.6. Table tennis requires speed, balance, stamina, agility, flexibility, coordination and good footwork.7. I think an actor often plays characters that match his real personality. They are naturally better at such characters.Comments on the boss 1. Maybe hes not so easy-going, but he has amazing ability to handle all the tough work. And he is very good at making the right decisions under unusual circumstances.2. I am afraid Im too hotheaded. I may be too direct to tell Mr.Green that his decision was not thoughtful. I dont want him to be angry with me.3. I can feel he appreciates initiative. Thats one of the reasons why Id never change jobs. Unit 5 Making offers & asking for permissionUseful Expressions1. May I trouble you to move your bike a bit?2. I dont quite know how to ask you, but do you think I could possibly borrow a hundred pounds from you?3. Id like to, but/ Sorry, I am really helpless.4. Let me know when you need a hand.5. If it doesnt bother you./If its not too much trouble./No,thanks.Its ok with me.6. Would you mind if I left the window open?7. Would it be all right if I changed seats with you?8. If you like./Yes, why not./Go ahead, please.9. Sorry, no way./Id rather you didnt. Chapter 5 商务会议Useful ExpressionsConference arrangements1. Right, I have called this meeting to fix the details for the Annual Europe Sales conference.2. You will have the use of one conference room plus a smaller seminar room.Is that correct?3. How many delegates will there be? Between thirty-five and forty. 4. Our first session is our Sales Managers giving their National Sales Reports for their own countries.5. Then, after weve had lunch, we are going to divide into groups to discuss our targets for next year and how to reach them.6. At four oclock well come back together again when Amy Carter, our guest speaker, gives her presentation.7. Wed like everyone to meet in the bar for drinks from about 7 oclock.8. Dinner this evening is at 8 oclock.9. Tomorrow morning were starting at nine oclock with a look at ways of marketing the new product.10. And that will bring us to the end of the conference and a farewell lunch.11. Develop an agenda. The agenda should state the location, start and end time, purpose, and desired outcome of the meeting. It should also identify the meeting leaders. Agenda items should be specific. A 15- minute break should be included for each 90 minutes of meeting time. 12. Contact each presenter in advance. Relay the purpose of the meeting and the knowledge level of the participants to the presenter . Confirm the time allotted for the presentation, the presentation format , and audio/visual needs.13. Arrive early to set up the meeting room. Classroom style is not appropriate for meetings. Instead, arrange the room so participants can see each other.14. Ensure the equipment is working. This is especially important with PowerPoint projectors, computer systems and conference phones.15. Provide refreshments. Consider the preference of your participants, not your own. Briefing meetingsProblem-solving meetingsMeeting with business partnersReview meetings Unit 6 Asking for advice & expressing sympathy and regretUseful Expressions1. Could you give me some advice?2. Could you tell me what to do?3. If you were in my situation, what would you do?4. Whats your suggestion?5. I need some feedback on this problem.6. Lets get to work.7. I think you should take advantage of this opportunity.8. I suggest that you visit the college dentist first.9. I wonder if you could have a talk with your boss.10. Id rather you didnt buy that apartment.11. Youd better have a good rest. 12. Why not take some medicine?13. How about going for a swim?14. How could I do such a silly thing?15. I regret having bought the expensive car.16. I wish it werent true.17. If only I hadnt missed the chance.18. I should have thought of that.19. It could happen to anyone.20. If I were in your position, I would do the same thing.21. I know your position.22. Dont dwell on it.23. Dont be upset.24. Dont take it to heart.25. Were on your side.26. Youve done your best. 27. Cheer up.28. You should be content with it. Chapter 6 商务营销Useful ExpressionsExhibitionZhao: This is our showroom. Here are some samples of different cellphones._A_Tom: Mmthey look nice.Z: Our cellphones are famous for their fine quality._B_T: As you know, the competition is getting keener and keener.Z: I wont say that otherscellphones are not attractive, but look at ours._C_T: But I am afraid the price are a bit too high.Z: D T: _E_Z:Yes, we can offer a 10% discount for orders over a quantity of 1,500.T: All right. Ill see what I can do and contact you.Keys: A: They are available in all models.B: They are a great favorite with young people everywhere.C: You can see that they are beautiful in design, superb in quality and easy to operate.D: I dare say its unlikely you could buy elsewhere cellphones of similar quality at such prices.E: If my order is a large one, will you make a discount?Advertising1. Weve decided to use a variety of media for full coverage.2. Advertising on Tv is very expensive, but it reaches a mass audience.3. Advertising on Tv can create a perfect audio-visual effect, but it lasts only a very short period of time.4. Magazine advertising is relatively inexpensive, with lots of space for detailed product information and a long life-span.5. Advertising on the Internet will attract a potential mass audience, but it is difficult to control readers attention and there are some delivery problems.6. Well run billboard and newspaper ads to help create brand recognition.7. Well take out full-page ads for two large trade magazines, and put the same full-page ad in the Sunday edition of three major newspapers. Promotional activities1.Advertising is necessary as a means of telling the customers about the goods and services that are offered.2.Personal selling is also a very effective tool in building up the buyers preference and confidence.We need to select several salesmen to establish an interactive relationship with the buyers.3.Department stores and supermarkets are the ideal places where promotional events can be held. And we can start sales promotion by sending out consumer coupons and free trials, allowing some discounts, etc. In this way, we can arouse customers interest in our products and encourage them to take prompt action.4.Publicity requires our long continuous effort. If monitored well, publicity has a higher credibility to customers than advertisements do. Market research Chapter 7 商务参观Useful ExpressionsCompan