剑桥国际商务英语第二册1.ppt

1,NewInternationalBusinessEnglish,fortheStudentsMajoredinBusinessEnglish,II,2,Canbridge,InternationalBusinessEnglish,3,4,ACommunicationSkillCourseForBusinessEnglish,5,Contents,Unit3.5,Unit,6,Unit3Onthephone,3.1BusinesscallsBackgroundinformation3.2TelephonetechniquesListening3.3UsingthephoneVocabulary3.4Whatwouldyousay?Speaking3.5SpeakingandwritingFunctions3.6Whosspeaking?Vocabulary3.7ThreemessagesListeningandnote-taking3.8CallmebackVocabulary3.9PresenttensesGrammarreview,7,Vocabularyinthisunit,extensioncallerreceiverswitchboardreceptionistdialconnectputthroughwaitmomentpleasedothangupholdonapplicationsconfirmequipmentarrangementliteraturelaboratory/labagentgetintouchwithnonsmokingzonepackagedesignerscourierstickonlabelstranslateproposalconsumergoodsprototypebatchesstuffybrokendownreceiptconfirmationquotesub-contractcongresssubsidiaryheadofficestripedpyjamasdispatchedrevisedshipmentdatum/datastaffsicknessbatchesstick-onlabelsstuffyairfreightatnoextrachargevegetarianquote,Warmupquestions,HowdoyoufeelwhenyoufirstmakeaphonecalltoastrangerespeciallytoaforeignerinEnglish?,8,Whenyouhavetomakeabusinesscalltoaprospectiveclient:NoteasyinEnglish!MakingaphonecalltoastrangercanbequitestressfulespeciallyiftheyspeakEnglishbetterthanyou.,2.Howdobusinesspeopleusuallydoandhowdoyoudowhenitisanimportantbusinesscall?,Mostbusinesspeople,unlesstheyfeelVERYconfident,prepareforanimportantphonecallinaforeignlanguagebymakingnotesinadvance.Andduringthecalltheymakenoteswhiletheyaretalkingtohelpthemtorememberwhatwassaid.,3.Whatarethemostimportantadvantagesanddisadvantagesthroughtelephoneindoingbusiness?,Itsquickandconvenienttophonesomeonetogivetheminformationortoaskquestions,thedisadvantageisthatthereisnothinginwritingtohelpyoutorememberwhatwassaid.Itisessentialtomakenotesandoftenwhenanagreementisreachedonthepone,oneofthespeakerswillsendafaxore-mailtoconfirmthemainpointsthatweremade.,9,Thedifficultiesandcautionsaboutmakingafirst-timecalltoastrangers,Alwaysinvolvesmutualsuspicionanduncertainty.Faxore-mailaheadtosaywhentocall,whattotalk,botharesowellpreparedthatlesstimewillbewasted;andbearinmindtospeakclearly,slowly,andcarefully.Thewaythatyouspeak(yourtoneofvoice)hasanenormouseffectonthewayyourlistenerperceivesyou.Justsaying“Hello”abruptlywhenyouanswerthephonemaysoundunfriendly,brusqueorimpatient.Thecallermustalwaystrytoestablishlinkssuchasmutualconcernsoracquaintancesandstatehisorherbusinessclearly.Identifyyourselforyourdepartment,sothattheotherpersonknowsexactlywhotheyaredealingwith.Itmakesabigdifferenceifthepersonyouaretalkingtoonthephoneknowsyouevenifyouveonlycorresponded.Alwayscheckbackanyimportantinformationyouvenoteddown.Sendfollow-upfax,e-mailorletterifnecessary.,10,Someideaswhendoingbusinessthroughthephonecall:,1.,1.Toavoidmisunderstanding,itsagoodideatorepeatanyimportantinformation(especiallynumbersandnames)backtotheotherpersontomakesureyouvegotitright.Alwaysmakesureyouknowthenameofthepersonyouretalkingto.Ifnecessary,askthemtospellouttoyou,sohatyoucanmakesureyouvegotitright-andtrytousetheirnameduringthecall.Makesuretheyknowyourname,too.Itsimportanttosoundinterestedhelpfulandalertwhenansweringthephone.Agoodtelephonemannerontonlymakesanimpressioninbusiness,butitalsohelpstomakemoneywhenmakingandreceivingcallstoorfromregularcustomersandprospectivecustomers.,11,1.Howmanyphonesdoyouknow?,2.Findthevocabularyconnectedwithphones.,telephonephoneboothmicrophonemobilephone/cellphoneearphoneheadphonecollectivephonecall/transferredtelephonecalllongdistancephonecall,videophone,3.ReadthepictureonP.25,4.Whatkindsofphoneshaveyoueverusedandknown?,5.Whatareyourlikesanddislikesconcerningphones?(advantagesanddisadvantages),6.Closethebookanddemonstratehowyoumakeacall.,3.1Idliketospeakto(Openyourbooks),12,1.Howdoyoumaketelephones?,(1)AnnouncingIdentity(说明身份),Hello,thisis.Goodmorning,here.Mynameis.Hello,Im.Goodafternoon,speaking.,A.PersonCalling:(打电话),3.2GettingpeopletodothingsTelephonetechniques,Hello,thisis.Goodmorning,here.Mynameis.Hello,Im.Goodafternoon,speaking.,(1)AnnouncingIdentity(说明身份),HowtoMakeaTelephoneCall,B.PersonCalled:,Hello,thisishere.Whoisspeaking?MayIaskwhoisspeaking?MayIhaveYourname?Whoisthatspeaking?Whomareyoucalling?WhoshouldIsayiscalling?Yes,speaking.,13,(2).Askingifsomeoneisin?(询问某人是否在),CanIspeaktoMr.,Please?LetmetalktoMr.Hello,istherebyanychance?CouldyouputmethroughtoMrs.,please?IdliketospeaktoifImay.Idliketotalktosomeoneincharge.GivemesomeonewhocanspeakEnglish.IsthereanyonewhocanspeakEnglishwell?,A.Personcalling:,B.Personcalled,Imafraidsheisntinatthemoment.Hehasntcomeyet?Heisattendingtheconferencenow.Hehasleftalready.ImsorryMr.isunavailable?Wouldyouliketospeaktosomeoneelse?,14,Personcalled:,(3)Askingwhenthepersonwantedwillbein(询问要找的人何时在),A.Personcalling:,WhattimecouldIreachher?Whenisheexpectedtobeback?Willhebeathomethisevening?,Hehasalreadyleft.Sorry,shesjustgoneout.Wouldyouliketoringbacklater?Hesawayforafewdays.CanIgivehimamessage?Hangonamoment,please.Hesonanotherphone.Holdtheline,Illseeifhesin.Illjustfindoutifhesintheoffice.,t,WhattimecouldIreachher?Whenisheexpectedtobeback?Willhebeathomethisevening?CanIcontacthimonSaturday?Doyouknowwhenhesin?WhatifIcalltomorrowaroundten?,15,CanIcontacthimonSaturday?Doyouknowwhenhesin?WhatifIcalltomorrowaroundten?,B.Personcalled:,Heisnotavailabletillafternoon.Sorry,hesnothereatthemoment.Idontbelieveyoucanreachhimanywheretoday.Youcanringagainonehourlater.Inhalfanhour,Iguess.ButImsorryIcannottellyouexactly.Hellbeherein30minutes.Hellbebackaroundtwooclock.ShouldIhavehimcallback?Illaskhimtocallyouuplater.,(4)Askingtheoperatorforhelp(请接线员帮助),A.Personcalling:,CanyouconnectmewithLondon,please.Canyouputmethroughto?,Heisnotavailabletillafternoon.Sorry,hesnothereatthemoment.Idontbelieveyoucanreachhimanywheretoday.Youcanringagainonehourlater.Inhalfanhour,Iguess.ButImsorryIcannottellyouexactly.Hellbeherein30minutes.Hellbebackaroundtwooclock.ShouldIhavehimcallback?Illaskhimtocallyouuplater.,CanyouconnectmewithLondon,please.Canyouputmethroughto?,16,Central,Ivebeencutoff.CouldIhaveextension432?CouldyoutellmethenumberoftheEnglishDepartment?IdliketomakeacalltoJohnCompany.Giveme49683,extension246,please.Wouldyoumindhavinghimcallbacksometimetomorrow?Wouldyouaskhimtogivemearingwhenhesback?WouldyoutellhimIrang?,Anymessageforhim?Can/MayItakeamessage?Doyouwanttoleaveamessage?Isthereanymessage/wordsIcangivehim/ShouldItellhimyoullcallback,ordoyouwanthimtocallyou?,(5)Wrongnumber(拨错电话号码),per,B.Personcalled,(5)Wrongnumber(拨错电话号码,17,Personcalling:,Oh,isntthatmarry?Sosorry.CouldIcheckthenumber?Isntit109-68432?Imusthavedialedthewrongnumber.Sorrytohavetroubleyou.ButIfoundthisnumberintheyellowpages.Well,thisisthenumberIwasaskedtoring.Sorry.Imusthavegotthewrongareacode.,Personcalled:,No,thisisntthenumberyouwant.Whodidyousayyouwantedtospeakto?Imsorry,itisawrongnumber,sir.Sorry,thenumberschanged.Imsorry,heisntworkinghere.Wouldyoupleasecall642-689541?Ithinkits30-9648,butyoumightcheckwithdirectoryinquires.Nobodybythatnameworkshere.Nobodyherebythatnumber.,A.Personcalling,B.Personcalled,18,(6)Leavingamessage(留口信),Personcalling:,CanIleaveamessage?CanIleavewordsforhertocallmetomorrow?Couldyouaskhimtocall/ringmewhenhesback?Pleasetohavehimreturnmycall.Wouldyoumindhavinghimcallmebacksometimetomorrow?CouldyoutellhimIrang?,Personcalled:,Anymessageforhim?Can/MayItakeamessage?Doyouwanttoleavewords/amessageforhimtocallyou?IsthereanymessageIcangivehim?ShouldItellhimyoullcallback,ordoyouwanthimtocallyou?Wouldyouliketoleaveamessage?,(6)Leavingamessage(留口信),A.Personcalling,Personcalled,Personcalled,B.Personcalled,19,(7)Confirmingwhetheryouareunderstood(确认对方是否听清),A.Personcalling:,Doyouunderstandme,sir?Areyoufollowingme,sir?DoyouthinkImmakingmyselfunderstood?IsmyEnglishclearenoughforyou?,B.Personcalled:,NO,Imafraidnot.Yes,Ifollowyou.Wouldyouexplainalittlebitmore?Couldyouputthatinmorespecificterms?Couldyouputthatmoresimply?,(8)Ringoff(挂电话),A.Personcalling:,Thanksalot.Good-bye.Illgetbacktoyousoon.,B.Personcalled:,Thanksforcalling.Thanksalot.Good-bye.OK.Bye-bye.,Doyouunderstandme,sir?Areyoufollowingme,sir?DoyouthinkImmakingmyselfunderstood?IsmyEnglishclearenoughforyou?,NO,Imafraidnot.Yes,Ifollowyou.Wouldyouexplainalittlebitmore?Couldyouputthatinmorespecificterms?Couldyouputthatmoresimply?,Thanksalot.Good-bye.Illgetbacktoyousoon.,Thanksalot.Good-bye.Illgetbacktoyousoon.,Thanksforcalling.Thanksalot.Good-bye.OK.Bye-bye.,Thanksforcalling.Thanksalot.Good-bye.OK.Bye-bye.,20,FunctionalEnglish,1.Requesting,andagreeing,orrefusingrequestsOffering,andacceptingorrejectingoffersAskingpermission,andgivingorrefusingpermission,8.Do“E”onP.27inpairs(3minutes),7.ListentothetapesanddoDonP.26.,3.2Gettingpeopletodothings,Practise,Practise“A”onP.28inpairs,d,d,Do“B”,CanyoushowusHowdoyoudo1.2.3.oftheabove,21,3.3CanItakeamessage?,B,B1Message:todayoranytimetomorrow,talkaboutthearrangementforthecongressinJulyo14569924,B2To:GuyDobsonMessage:askDobsontocallbeforetomorroweveningatthenumber:0025589847PaolaAndreittifromRomeaboutlabellingofproductNo.15437BforItalianmarket,B3To:wantedtospeaktoMrsCoxtalkedtoMr.Box(theassistant)Message:1.ArrivingtimeinMelbournehasbeenchangedtothelatehourat1a.m.SaturdaylocaltimeifFoxcanmeethimstill2.InformtheRoyalHotelaboutthelatearrival,22,*Bearinmindthe12telephonetipsonP.P.31-32in“B”of3.4,Do“C”onP.32of3.4;presenthowtomaketelephonecallbyapair;theothersobserve.,Observersguideline,Doeseachspeakersoundsagreeable?Dotheysoundnaturalandsincere?Doeseachspeakerstonecreatetherightimpression?Aretheyspeakingclearly?Isinformationtheyaregivingcorrect?Havetheybothcoveredalltheessentialpoints?Isitthekindofcallyouwouldliketoreceiveyourself?,23,Unit5Workingtogether,*Variousaspectsofworkinginbusinessandoccasions*Showingsomeonephysicallyaroundtheofficesandpremises*Describingbusinessorganizationsandstructures*Lookingatthecompanysbackgrounds,contemporarychangesincompanyorganizationpracticeandmanager-employeerelationships,theimportantissueoftheroleandstatusofwomeninworkinglife*Payingattentiontothebackgroundinformationofdifferentkindsofcompanies,ObjectivesoftheUnit,5,24,VocabularyinUnit5,5.1:installed,pensionscheme,tradeunion,representative,unionrecognition,childcarefacilities,5.2:primary,secondary,tertiary,vehiclemanufacturing,foodprocessing,beverages,aerospace,retailing,catering,telecommunications,sectorsofindustry,chart5.3:boardofdirectors,synonymous,afledgingfirm,spearhead,cornerstone,innovative,array,fiscalyear,zest,civilengineering,proprietorship（ownership),limitedliabilitycompany(有限责任公司）,assets,acquisition（获得物）,versatile,recommence,25,5.5:abandon,abolish,rewarding,economiesofscale,components,inbulk（散装）,consign,oblivion（健忘，漠视；灭迹；大赦；）,confine,sevenfold,debt,collapse,afflict（使苦恼，折磨）,counsellors（顾问；大使馆参赞；）,rotate,consultant,staffturnover,pyramidstructure,concentriccircle,corporateworld,subjectoneselfto（使自己受到）,scrutiny（详尽研究；细看;),26,Companiesinfacttheyseemtobelikeacollectionof“businesses”insideonecompany.Asacompanygetsbiggeritmayexpandgeographically.Manylargefirmsaremultinationalswithmanymanufacturingplantsandtradinglocationsinseveraldifferentcountriesspreadaroundtheworld.,Offices,Thephysicalsurroundingsofmostmodernplacesofwork,especiallyofficesarebecomingmoreandmoresimilar.Althoughtherearedifferencesfromcountrytocountry,oneofficelooksmuchlikeanother.Office,28,furnitureandequipmenttendstobesimilar-desks,chairs,lamps,filingcabinets,computers,phones,photocopiers,etc.The“atmosphere”oftheworkplacecaninfluencetheeffectivenessofacompanysemployees.Modernofficesaremorespaciousandbetterlit,heated,ventilatedandair-conditionedthaninthepast,which,ofcourse,isthefeaturethatvariesfromfirmtofirmandmaybedependentonthesizeofthecompanyanditscorporate“philosophy”.Insomecompanies,theemployeesworkinlargeopen-planofficeswithoutwallsbetweenthedepartments.Inothers,thestaffworkmoreprivatelyinindividualoffices.Workrelationswithotherpeopleattheplaceofworkincluderelationshipswithfellowemployees,29,workersorcolleagues.Agreatpartofworkorjobsatisfaction-somepeoplesaythemajorportion-comesfrom“gettingon”withothersatwork.Workrelationswillalsoincludethosebetweenmanagementandemployees.Theserelationsarenotalwaysstraightforward,particularlyasthemanagementsassessmentofhowyouareperformingcanbecrucialtoyourfuturecareer.,ind,IndustrialRelations,Therewillalwaysbemattersaboutwhichemployeeswillwanttotalktomanagement.Insmallbusinessesthebosswillprobablyworkalongsidehisorheremployees.Anythingwhichneedstobesortedoutwillbedoneface-to-faceassoonasaproblemarises.Therewillbenoformalmeetingshavetobeheldandproceduressetup,30,tosaywhen,where,howandinwhatcircumstancestheemployeescantalktothemanagement.Somecompanieshavespeciallyorganizedconsultativecommitteesforthispurpose.Inmanycountriesoftheworld,particularlyinlargefirms,employeesjoinatradeunionandasktheuniontorepresentthemtothemanagement.Throughtheunionallcategoriesofemployeescanpassonthecomplaintstheyhaveandtrytogetthingschanged.Theprocessthroughwhichunionnegotiatewithmanagementonbehalfoftheirmembersiscalled“collectivebargaining”.Insteadofeachemployeetryingtobargainalonewiththecompany,theemployeesjointogetherandcollectivelyputforwardtheirviews.Occasionally,afirmwillrefusetorecognizetherightoftherightofauniontonegotiateforitsmembersandadisputeoverunionrecognition,31,willarise.Wherethereisdisagreement,bargainingornegotiatingwilltakeplace.Acompromiseagreementmaybereached.Wherethisisnotpossible,thesidescangotoarbitrationandbringinathirdpartyfromoutsidetosaywhattheythinkshouldhappen.However,sometimesoneofthesidesdecidetotakeindustrialaction.Themanagementcan“lockout”theemployeesandpreventthemfromcomingtowork.Thisusedtobeverycommon,butisrarelyusedtoday.Themaincoursesofactionopentoatradeunionare:astrike,aban,onworkingovertime,“workingtorule”(whenemployeesworkaccordingtothecompanyrulebook),“go-slows”employeesmayspendmoretimedoingthesamejob)andpicketing(employeesstandoutsidetheentrancetothebusinesslocationholding,32,signstoshowtheyareconflictwiththemanagement).Everycountryhasitsowntraditionofindustrialrelations,soitisdifficulttogeneralize.Insomebusinesses,unionsarenotwelcomedbythemanagement.Butinothercountriestheunionsplayanimportantrolebothintheeverydayworkingrelationsinindividualcompaniesandalsointhesocialandpoliticallifeofthecountry.,33,Officepremises,Officebuilding,Canteen,Receptiondeskroom,Workingfloor,Officeroom,Toilet,Conferenceroom,Loungecommonroom,5.1Gettingtoknowtheworkingplace,34,HowtochoosepremiseA.-Well,awell-chosenpremiseallowsacompanytodobusinessinthemostefficientway.Manycompanieschoosetolocateinofficeblocksorbusinessdistricts.Frommypointofview,companiesprovideservicessuchashotelsandbanks,mustbesituatednearthelargestconcentrationoftheirtargetcustomers;otherwisetheywillonlycausegreatinconveniencefortheircustomers.B.-Imwithyouonthat.Suchservice-orientedbusinessesalsomustconsideravailabletransportation.Customersmustgettothembyeitherpublictransportationorprivatemeans.,35,5.1Gettingtoknowtheworkplace,Themodelmemoaccordingto3of“D”in5.1,-Memorandum-From:PublicOfficerTo:ManagingDirectorSubject:VisitorfromDenmarkDate:13/9/2004On15NovemberMsAnitaTrosborg,DesignDirectoroftheTivoliDesignConsortiumofCopenhagenispayingavisittoouroffices.Iwouldliketoaskwhetheryouarelikelytobeinthatmorning.IfpossibleIwouldliketobringMsTrosborgtoseeyouforabriefmeeting,probablytenminutesorso,justtomakecontact.Would11:45beOK?Pleaseletmeknowassoonaspossibleifitisinconvenient.Thanks,Sarah,36,Themodelfaxaccordingto4of“D”onP.43in5.1,-ExquisiteEffect-Youraddress,YourTown,YourCountryAnitaTrosborgDesignDirectorTivoliDesignConsortiumBerstoffsgade19DenmarkFax:+(45)56394238DateDearAnitaTrosborg,Wethankyouforyourenquiryconcerningyourprospectivevisithere.Imwritingtoyouthatitwouldbeconvenientfortovisitourofficeon15November,from11:30.Ivearrangedbriefmeetingandpossiblylunchwithourdesignmanagerafterthat.Ihopeyouwillfindtimeconvenient.Ifso,pleaseconfirmassoonaspossible.Yourssincerely,SarahBoxterPublicityofficer,37,Ford,福特汽车美国163,871.0百万美元营业额车辆与零部件,PEPSI,百事公司美国25,112.0百万美元营业额饮料,BNP,巴黎国民银行法国51,127.3百万美元营业额银行：商业与储蓄,BRITISHAIRWAYS,英国航空公司英国11,892.6百万美元营业额航空公司,SEARS,西尔斯-罗克巴公司美国41,366.0百万美元营业额一般商品,5.2DifferentCompanies,38,Bayer,拜耳公司德国28,007.6百万美元营业额化学品,Hilton,Hotel,SAAB,suobo,Questions:1.Ifanewcolleaguecomeanditishis/herfirstday,whatwouldyoudo?Especiallyheorshewillworkwithyou,whatadviseyouwouldgivetohim/her?2.Ifyouareanewemployeeanditisyourfirstday,whatwouldyoudo?3.Particularlysomeonehasoppositions/officecliquetothemanagingdepartmentandtoldyousomethingthatismalfunctionedoragainstwhatyouhaveexpected,39,Talkaboutthefollowingcompanies,thendo“AandB”onp.p.43.44,1.Sectorsofeconomyandselectedproductgroups2.Talkaboutthesectorsyouexpecttoworkin,why?,5.3CompanyOrganization,Comparetheorganizationstructureinthebookandthegeneralonehere.,40,TheBoard,GeneralManagerManagingDirector,CompanyStructure,PersonnelDept.,ProductionDept.,FinanceDept.,SalesMarketingDept.,ResearchDevelopmentDept.,PublicRelationDept.,-recruit-manufacture-employhire-train-promote-transfer-firedismiss-retire-welfare,-investment-produce-factory-equipment-material-product-aftersalesservice-maintenance,-launchcampaign-loan-capital-accounting-costing-profits-margin-laborcost,-,-salespromotion-supply-advertisement-TVcommercials-order-delivery-service,-design-marketresearch-sample-prototype-model,-entertainingclients-businessreception-problematwork,41,DifferencebetweenBritishEnglishandAmericanEnglish,B.E.ChairmanManagingdirector/MDDirectorAccountantManagerPersonnelManager,A.E.PresidentChiefExecutiveOfficer/CEOVicePresidentFinancialControllerDirector/PersonalDirector,42,1.Canyoudescribeoneofthemanagersoranykindofamanagerresponsibilities?,2.Kindsofmanagers:thesalesmanager,productionmanager,thepublicrelationsmanager,worksmanager,advertisingmanager,exportmanager,projectmanageretc.,e.g.1:-asalesmanager:ambition,health,workexpe