新编剑桥商务英语Unit1b

Unit1bCommunicationCommunicationDiscussion:Dividetheclassintogroupsanddiscussthefollowingquestions:Whatformofcommunicationdoyouusuallyuse?Whyandwhynot?

Howmanyformsofcommunicationarethereinourmodernsociety?Rankthemintermsofformality.TeachingObjectiveUnitoverviewContent1

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3学时分配3*45min学生作业supplementsTeachingObjectiveToenableSstotakeandleavetelephonemessages

ToraiseawarenessofclarityinspokenlanguageTopracticereadingforgistandspecificinformation

TopracticelisteningforgistandspecificinformationUnitOverviewKeepingintouch:Speakingtofindouteachother’suseofvariousformsofcommunication,readingLeavingvoicemails:Listening,languagefocus,speakingTakingmessages:listening,languagefocus,speakingKeepingintouch

VocabularyReadingquestionsTextOralpracticeInterview（audio）Vocabulary1-2internationalcommunication国际交流officiallanguage官方语言 languageskills语言技能exceed超越over-estimate过高地估计manageable便于管理understate轻描淡写culture-specific某一文化所特有的workenvironment工作环境thebusinessworld商界seminar研讨会(研究生班)management管理人员follow-upevaluation后续评估supplier供应商Vocabulary2-2departmenttrainingbudget部门培训预算deadline最终期限voicemail语音信息answeringmachine录音电话（英国英语用answerphone）half-yearsalesreport半年度销售报告complimentaryticket免费赠送的票nativespeaker操本族语言的人timeschedule/时间安排表Ericsson全名为EricssonTelecommunications瑞典爱立信电讯公司Stockholm斯德哥尔摩（瑞典首都）Helsinki赫尔辛基（芬兰首都）Scandinavian斯堪的纳维亚（北欧地区，包括挪威，瑞典，丹麦，冰岛等国家）Copenhagen哥本哈根（丹麦首都）

DanishTelecommunicationsTradeFair丹麦电子通信交易会ReadingStep1ReadthearticleaboutusingEnglishforinternationalbusiness,lookingforthetopicsentenceandthekeywordsandgiveatitletoeachparagraph.Step2Answerthequestionsaboutthearticleandchecktheanswers.Step3Explainthetitleandsomenewwordsandusefulexpressions.ReadingquestionsWhydoesEricssonuseEnglishasitsofficiallanguage?WhatcannativeEnglishspeakersdotocommunicatemoreeffectively?WhyarenativeEnglishspeakersunawareofthedifficultiesoflisteningtoforeignlanguages?HowdoesEricssonmakesitsemployeesmoreawareofthesedifficulties?Text

TextTranslation

WordsandexpressionsIsyourEnglishtooEnglish?Englishmaybethelanguageofinternationalbusinessbut,asAlisonThomasreports,it’snotonlynon-nativespeakerswhoneedtolearnhowtouseiteffectively.

ChineseIsyourEnglishtooEnglish?1.AskaSwedishEricssonexecutive‘TalarduSvenska?’andhemaywellreply

‘Yes.Butonlyathome.AtworkIspeakEnglish.’EricssonisoneofagrowingnumberofEuropeancompaniesthatuseEnglishastheirofficialcorporatelanguage.Thesecompaniesrecognizeand,atthesametime,increasethedominanceofEnglishasthelanguageofinternationalcommunication.SoonthenumberofspeakersofEnglishasasecondlanguagewillexceedthatofnativeEnglishspeakers.

ChineseIsyourEnglishtooEnglish?

2.AlthoughacompanymightuseEnglishaitsofficiallanguage,itsemployeesareunlikelytobebilingual.LanguagetrainerJacquieReidthinksweconsistentlyoverestimatethefluencyofnon-nativespeakers.’Wealwaysassumethatbecausetheirlanguageskillsarebetterthanours,theyunderstandeverythingwesay.’

ChineseIsyourEnglishtooEnglish?

3.Sohowshouldweadaptouruseoflanguageandwhatarethecommonproblems?‘Simplifyit,’itReid’sadvice.‘Don’tovercomplicatethemessage.Reducewhatyou’resayingtomanageablechunks.’Reidalwaystellspeopletolimitthemselvestooneideapersentence.‘It’salsoimportanttoslowdownandnotraiseyourvoice.’

ChineseIsyourEnglishtooEnglish?

4.DrJasminePatel,alanguageconsultantatEurophone,saysdifferentlanguagesalsohavetheirownapproachtodialogue.’TheBritishstartwithidiomaticexpressionssuchasSo,shouldwegetdowntoit?AndunderstateimportantissueswithphrasesuchasTherecouldbeaslightproblem.TheyalsosayThat’sagoodideabut…whentheymeanNOandtheyrepeatedlyusethewordgetwithdifferentmeanings.Andworstofall,theyinsiston

usinghumourwhichissoculture-specificthatno-oneunderstandit.’

ChineseIsyourEnglishtooEnglish?5.ThemajorityofEnglishnativespeakersareinsensitivetothestressoftryingtounderstandaforeignlanguageinaworkenvironmentbecausetheyrelyon

businessworldspeakingtheirlanguage.AtEricsson,however,thisisnotthecase.AttheUKsubsidiary,EricssonTelecommunications,managementtrainingcourseincludeseminarsonbothlanguageandcross-culturalissues.Afrequentcommentmadeinfollow-upevaluationsisthatincreasedawarenesshasimprovedcommunicationand,moreimportantly,givenparticipantsabetterunderstandingoftheirownlanguageandhowothersmightinterpretit.Chinese

Texttranslation

英语可能是国际商务的通用语言，但是，正如艾莉森·托马斯报道的那样，并不只是母语不是英语的人才需要学习如何有效地使用英语。

Texttranslation

1.如果您用瑞典语问爱立信公司的瑞典主管，“你是否会说瑞典语？”他很有可能回答说：“是的，但只是在家里，工作中我说英语。”越来越多的欧洲公司将英语作为正式的工作语言，爱立信电讯公司便是其中之一。这些公司认同了这一现象，同时也促进了英语在国际交流中成为主要语言。用不了多久，英语作为第二语言的人数将大大超过英语做为母语的人数。Texttranslation

2.虽然公司可能把英语定为其正式的工作语言，但是雇员却不可能都具备双语能力。语言训练官杰奎尔·雷德认为：“我们总是过高地估计英语做为外语使用者的语言流利程度。我们总是想当然地认为他们理解我们所说的每一句话，因为他们的语言技能比我们要好。”

Texttranslation3.那么，怎样才能使我们的言词适应他们，而普遍存在的问题有那些呢？雷德的建议是“简单化您的言辞，”“不要使话语过分复杂。把你说的话限制在可控制的语段。”雷德总是告戒人们，一句话只能表达一个意思。“说话放慢速度，不要提高嗓门也很重要。”

Texttranslation4.欧洲电话公司的语言顾问杰斯敏·佩特尔指出，不同的语言有其特有的对话方式。英国人往往以类似‘那么，我们就谈点正经的吧’这样的俗语来开始一个话题，而重要的事情则被轻描淡写为：‘可能出了点小问题’。他们还会说‘那主意不错，不过……’而实际上这意味着拒绝；他们反复用get这个词来表达不同的意思。最糟糕的是，他们固执地使用没有人能理解的幽默，因为这种幽默是在特定的文化里才有的。”

Texttranslation5.尽管强调在工作环境中要学会一种外语，大多数以英语为母语的人对此却毫无反应，因为他们对商界中使用自己的母语有一种依赖性。但是在爱立信公司，情况并非如此。在爱立信电子通讯公司的英国子公司里，管理人员培训课程中包含了语言和跨文化问题两个方面的研讨会。在其后续的评估中，常见的一个评语是：语言文化意识的提高促进了交流，更为重要的是，它使参加者更好地理解自己的母语，并了解别人怎样来理解它。

Wordsandexpressions1-4

Aska…and…是一个惯用语，相当于‘ifyouask…，youwill…’,实际上这是一个省略了if的条件从句，在If省略的时候，主句必须由and来连接，比如：PracticespeakingEnglishmore,andyouwillimproveyouroralEnglishquickly.多说英语，那么你的英语口语提高就会很快。Andhemaywellreply…这里的well作副词，表示“在很大程度上”，“远远地”，例如：Heiswellpastforty.他已经四十多岁了。又比如：Hesatwellbackinhischair.他在椅子上坐得很靠后。

Wordsandexpressions2-4Dominance:意思是“占据统治地位”。形容词形式是：dominant.Peacewasthedominantthemeoftheconference.和平是大会的首要议题。Exceed:超过的意思。比如：Ifyourliabilitiesexceedyourassets,youmaygobankrupt.如果你所负的债务超过你的资产，你就会破产。Over-estimate,over-complicate注意这两个单词的构词法，英语中的前缀，over-含有“过分”，“过于”的意思，其他例子还有：oversleep睡过头，overheat温度加得过高，overact行动，举止过分等等。与此相反的前缀是under-，表示，“过低”，“低于”。例如：underestimate过低估计，underact表演不充分，underfeed喂食太少。Wordsandexpressions3-4Limitthemselvesto…“把……限制在……”，注意，这里的to是介词，后面必须跟名词性词组，例如：Asthesupplyofteaisrunningshort,wemustlimiteachpersontoonecup.由于茶水供应不足，每个人只限一杯。Worstofall

“最糟糕的是……”，例如：Worstofall,hehadnohopeofshakingherresolution.最糟糕的是，他没有指望能动摇她的决心。Insiston

“.坚持”，注意，insist的用法，insiston/uponsth./doingsth.,例如：Iinsistonhiscomingwithus.我坚持他和我们一起来。Insist后面也可跟that引导的从句：Theyinsistedthatshe(should)beinvited.他们坚持要邀请她。Insist的词义与persist相近似，但必须注意的是persist必须与介词in连用：persistinsth./doingsth.“坚持做某事”。当persist跟that引导的从句时，它的意思就发生变化，表示“坚持说”，“反复说”，例如：Hepersistedthathewasinnocentofthecrime.他坚持说自己没犯罪。Wordsandexpressions4-4Beinsensitiveto“缺乏反应的，”“对……不敏感”，例如：insensitivetotheneedsofthecustomers.对顾客的要求不敏感。Relyon/uponsth注意这一词组的用法。后面可以是接名词或代词，比如，Shereliesonherparentsfortuition.她的学费依赖她的父母。还有，这个词组的后面也可以跟不定式。比如：Youmayrelyonmetohelpyou.你可以依靠我来帮你。也可以跟复合结构，例如:Don’trelyonmy/mehelpingyou.不要指望我来帮你，文章中的relyonthebusinessworldspeakingtheirlanguage是最后一种用法。Oralpracticethefastspeedmakesitdifficulttofollow语速太快跟不上localaccent地方口音idiomaticlanguage俗语failtounderstandtheslangexpressions不能理解俚语differenceinculturalbackgroundcreatebarriersincommunication文化背景差异造成交际障碍cannotappreciateEnglishculture-specifichumor不能欣赏英语文化中特有的幽默。whatdoyoufinddifficultaboutunderstandingnativeEnglishspeakers?参考词汇和表达Interviewlisten

TheevolvingEnglishlanguageImpactonnewsorganizationsandtheiraudienceThefullmeaningofspamTextmessagingLeavingvoicemails

ListeningpracticeLanguagepointsOralpracticeSupplementaryreadingAudiomaterialLeavingvoicemail

Listening1

Step1Readtherequirementoftheexerciseandguessthecontentofthefivevoicemail.Listentothetapeandtrytomatchtherightitems.Step2ListentothetapeagainandchecktheanswersStep3Listentothetapeforathirdtimewhilereadingthetapescriptsandcorrecttheanswers.Wordtips1.I’mafraidit’snotgoingtoworkoutbecauseofdeadlinehere.因为我有工作要赶期限，恐怕那个时间不合适2.Couldyougetbacktomeasap?您可以尽快回电话给我吗？3.Ithinkthetimeschedulelooksabitontheoptimisticside,aswell.时间安排看来可行。ListeningpracticeFridaAndersson,amanageratSanderlinABinStockholm,receivesfivevoicemails.Listenanddecidewhateachspeakeristryingtodo.Whichofthecallsdoyoufinddifficulttounderstand?Why?

Languagepoints

Don’tforgetLeavingansweringmachinemessage

Whenweleavemessages,itisimportanttobeeveryclear.PreparethelistenerforthemessagesThisisFrankLarsonfromScandinavianConferences.It’s9.30onWednesdaymorning.I’mringingaboutthesalesreport.MakerequestssimpleandpoliteCouldyousendmethereport,please?Couldyoupleasecallmeback?GiveclearcontactinformationI’minHelsinkiuntilFriday.Mytelephonenumberis346766

OralPracticeWorkinpairs.Lookatthetapescriptandchooseoneofthedifficultmessages.Makeiteasiertounderstand.

Supplementaryreading1-5Opportunityor“TheBlackHoleofCalcutta”“Hi,thisisMikeSimmons.I’mawayfrommydeskrightnow,sopleaseleaveadetailedmessageandI’llcallyourightback.”

Don’tbetonit!Theresearchresultsareinandthenewsisnotgood.Personalexperienceandhundredsofinterviewswithbothcallersandreceiversofvoicemailclearlystatethatahighpercentageofvoicemailswillnotbereturned.Why?It’sreallyprettybasicwhenyouthinkaboutit.Unlessyoueitherknowthepersonleavingthevoicemailorthemessageisterriblycompelling,whywouldanyonebothertorespond?Timeistoopreciousforthedecisionmakerto“wastetimereturningunsolicitedphonecalls!”

Sothatbringsupaquestion.Shouldyouevenleaveamessage?It’sYourCall!Therearetwoschoolsofthought.Somesalesprofessionalsalwaysleaveamessageonthetheorythatanysalescontactisatleastabriefintroduction,andthereisthehopethatthecallmightgetreturned.Othershangupbecausetheyareconvincedthatvoicemailsimplydoesn’twork.Sowho’sright?Leaveamessageordon’tleaveamessage,thedebategoeson!

VoiceMail

Supplementaryreading2-5Firstoff,asfewas10percentoftheprospectsyoucallwillreturna“coldcall”voicemail.Sotheoddsaren’tverygoodforthecaller.Theworldisfloodedwithvoicemail,e-mailandregularmail.Unlessabusinesspersonisabsolutelyfascinatedbythefirstwordsoutofyourmouth,heorshewillhittheerasebuttonandyou’rehistory.Thinkaboutitforamoment.Howmany“coldcall”voicemailsdoyoureturnathomeorattheoffice?Notmany,I’llbet.Andwhydon’tyou?Toolittletimetodothereallyimportantthings,don’twanttowastetime,don’tknowthepersonorcompanycalling,thelistgoeson.Butpeopledoreturncertainvoicemailmessages.Infact,ifyouemploysomelogicandstraightthinking,yourcall-backratecangoashighas50percent.Thesimplefactisthis,voicemailcananddoesworkformanysuccessfulsalespeople.MakeItWork-LearntheBasicsPersistence

VoiceMailOpportunityor“TheBlackHoleofCalcutta”VoiceMailFacts

Supplementaryreading3-5setappointmentsforalivingsaytocallbackuptoseventimes.Thatseemslikealot,butitworks.Studiesshowthatyour“hitrate”willimproveafterfourorfivecalls,perhapsbecausetheprospectnowrealizesyouareseriousaboutthecall.However,whilepersistencecanpayoff,it’sstillanumbersgame,withalowprobabilityofsuccess.ThePowerofUniqueConnectTogetyourfootinthe“telephonedoor,”youalsoneedwhatIcalla“UniqueConnect.”

AUniqueConnectisanybitofinformationthatestablishesanimmediateandpositiverapportbetweenyouandyourprospect.It’syourtickettoaconversation,anappointmentand(hopefully)aneventualsale.UniqueConnects,rankedinorderofeffectiveness,caninclude:❷Areferralfromsomeoneyourprospectknowspersonallyand/orprofessionally.❷Thenameofamutualfriendorassociate.Thisisthenextbestentrée,afterareferral,intoanybusinessrelationship.❷Anyrevealinginsightorinformationyouhavedevelopedabouttheclient’scompany,industryorcompetitivesituation.❷Anewproduct,ideaorsolutionthattranslatesdirectlyintocompellingbenefitsfortheprospectandwhichcanbestatedquickly.❷Mutualcustomersorbusinessrelationships,aroundwhichyouhavehelpfulinsightforyourprospect.Whodoesn’twanthelpinsellingtheirproductsandservices?❷Anindustryreport,article,orworksamplesthatyoureallythinkyourprospectwillfindinteresting.

VoiceMailOpportunityor“TheBlackHoleofCalcutta”Supplementaryreading4-5YoushouldbeabletostateyourUniqueConnectforeachprospectinlessthan15seconds.IfyoucannotfindaUniqueConnectofanykind,leavingavoicemailmaynotbeworthyourtime.So,thekeyisaUniqueConnectandamessagethatisbrief.ShortandSweetHowlongshouldavoicemailbe?Nolongerthan30seconds,andlessifpossible.Youshouldwriteoutyourvoicemailmessages.Timeit.Practiceit.Reviseit.Awinningvoicemailwillconsistofthefollowing:❶Aquickintroduction—yournameandyourcompany(6-8seconds);❷YourUniqueConnect(12-15seconds);and❸Aclear,time-referencedcalltoactionandphonenumber(8-10seconds).Here’showitmightsound:“ThisisBobHeckmanwiththeAllenGroup.BillEvanssuggestedIcallyou.We’vebeenabletoreducehisinventorycostsby16percentandBillthoughtyouwouldbeinterestedinourapproach.I’llcallyouThursdayat2p.m.tosetanappointment.Mynumberis…Ilookfor-wardtotalkingwithyou.”

That,formymoney,isaneffectivevoicemail.Let’sreviewtheapproach.Quickintroductiontotakethemysteryaway.TheUniqueConnectwitharealreasontotalk,andaspecificcalltoaction.That’sit,verydirect…andveryprofessional.Nowyouneedtoprepareyourownmessageandworkwithyoursalesteamtodevelopavoicemailapproachthatgetsresults.Yourintroductionandclosingwillbeverysimilarineachcall.ButyourUniqueConnectwillvaryandyouwantittobethestrongestpartofyourvoicemailmessage.PracticeMakesPerfectHowgoodisyourvoicemailpresentation?Let’sfindout.Afteryougethometonight,callyourofficeandleaveyourvoicemailmessage.TomorrowmorninggrabacupofVoiceMailOpportunityor“TheBlackHoleofCalcutta”Supplementaryreading5-5coffee,checkforvoicemailmessages,thenlistentoyourswithacriticalear.Isyourvoicemailclear,conciseandcompelling?Askseveralcolleaguestocritiqueyourvoicemail.Wasitenthusiasticandcompelling?Listentotheirinputwithanopenmind,don’ttakeitpersonally.Thisisnotimetogetdefensive.Askforveryspecificcritique;whatwasgood,whatwasnotsogood.Youcannowmakechangesthatwillenhanceyourmessage.Successfulsalespeopleconstantlyassessandrefinetheircoremessaging.Applythatprincipletoyourvoicemailefforts.TrainYourTeamIfyoumanageasalesorganization,youcanusethissameapproachonalargerscale.Atyournextsalesmeeting,describeabasicsalessituationtoyourgroup,thenwithoutanyotherguidancehavethemscriptandrecordabasicvoicemailmessage.Myguessisyou’llgetalotofmessagesthataretoolong.Somewillbegoodandsomewillbedownrightterrible.Watchfortalkingtoofastandrammingthephonenumberinsofastnoonecouldpossiblyhavetimetowriteitdown.Askeachpersonforinputandideas.Getyourgrouptogethertoreviewtheirefforts.Remember,thisisnotabashingsession.It’sdesignedtoprovideeveryonewithagoodsetofmessages,anunderstandingofthetemplateyou’reencouragingthemtouse,andachancetobrainstormwiththeothersalespeople.Asareview,gooverthebasicsofsuccessfulvoicemail,includingthe30-secondrule,theelementsofagoodmessage,howtoreviewandpolishthemessage,andthepowerofrepeatedcalls.Oh,andoneotherthing.Whenyougettheappointment,askyourprospecthowyoucameacrossonvoicemailandwhatheorshethinksisthebestapproachtogetareturnphonecall.You’llbeamazedattheirwillingnesstogiveyouveryhelpfulinput.Remember,they’reprobablystrugglingwithhowtoleavegreatvoicemailsthemselves!

Audiomaterial电话英语简明课程Telephoning

Generalrules

Makingacalltosomeoneyoudo