现代商务英语综合教程（上册）课件 unit 3 Good Business Etiquette

现代商务英语综合教程（上册）Unit3GoodBusinessEtiquette延时符目录

ContentsPartOneBackgroundCasePartTwoListeningPracticePartThreeSpeakingPracticePartFourTextAppreciationPartFiveExtension延时符BackgroundCase

QuestionsforDiscussionPart

One

延时符

Introductionto

BusinessEtiquetteQuestionsforDiscussionWasittoofussyfortheclienttorescindthecontractjustbecauseofthepoormannersoftheboss?Whyorwhynot?1.Reference:Theclientwasn’tfussyatall.Abusinesslunchordinnerisnotabouteating—itisaboutbusinessandtheprofessionalimageonecanproject.Rather,itisatimetoeasilycommunicateyoursocialacumenandexhibityourprofessionalpresence.Itistostrengthenabusinessrelationshipsothatyourclienthasconfidenceindoingbusinesswithyou.Goodmannersformanintegralpartofeverybusinessencounter.Whetheritisaclientluncheon,networkingevent,jobinterview,orsalescall,socialetiquettecanmakeorbreakyourcorporatesuccess.Inotherwords,appropriatemannerscanhelptoachieveawin-winevent.Otherwise,itmayleadtodisaster.延时符QuestionsforDiscussionWhattablemannersshouldthemanagerobserveinbusiness?2.Reference:Heshouldn’ttalkwithfoodinhismouth,butchewwithhismouthclosed.Heshouldn’tburp.Hemustkeephiselbowsoffthetablewhileeating.Heshouldheadfortherestroomifhehastoremovesomethingstuckbetweenhisteeth.Don’tgobblehisfoodinarush.Hemustneverlifthissoupbowltodrinkthefinaldrop.Heshouldn’tblowhisnosewithanapkin.延时符3.Whatfailuresinbusinessmannersmayirritateothers?Reference:FailingtorespondtoanRSVP.Failingtofollowthedresscode.Failingtoarriveontime.Failingtointroducenewpeopletothosearoundyou.Failingtogive“thankyou”acknowledgements.Introduction

to

BusinessEtiquetteBusinessetiquetteisthesetofwrittenandunwrittenrulesofconductthatmakebusinessinteractionsrunmoresmoothly.Inaneraofglobalization,understandingthebasicsofetiquetteisanimportantskill.Itcaninstillthebusinessmanwithconfidencetohandlealmostanysituationinanycultureandallowhimtoconcentrateonthedealathandratherthanworryingaboutsuchdistractionsaswhichforktouseorwhichhandtouseforpassingfood.Properetiquettemaymakeyoustandoutinacompetitiveglobalmarket.Pooretiquettemayputyourcompany’simageatriskorevenfailyourformationofkeybusinessrelationship.Thelistofbusinessetiquetteislengthy,whichincludetablemanners,commoncourtesies,dressmanners,bodylanguage,handshake,posture,amountofeyecontact,exchangeofbusinesscard,giftgiving,officeetiquette,netiquette(thesocialconventionsforusingcomputernetworks),etc.延时符ListeningPracticePart

Two延时符

Word

Study

ListeningTask延时符Word

Studypunctualadj.actingorarrivingexactlyatthetimeappointed;prompt准时的；守时的contactn.apersonwhomightbeofuse;aconnection联系人（尤指于己有利的人）designerclothesv.设计师服装1.Warmupbyreadingthefollowingwordsbeforelisteningtothedialogue.延时符ListeningTaskListentothepassage.Thenfillintheblankswiththemissingwordsyouhear.

HerearesometipsfordoingbusinessinGermany,the

USA,

the

UKand

Russia.Firstly,

you

must

be

__(1)___

with

Germans.

Even

5

minutes

late

makes

a

bad

impression.

Being

punctual

is

alsovery

important

in

the

USA.

In

the

UK,

it’s

important

to

be

punctual

for

business

meetings,

but

nobody

expects

you

to

be

on

time

for

a

__(2)___

event.With

Russians

don’t

be

surprised

if

your

Russian

contact

is

very

late,

evenoneortwohours

late!In

all

four

countries,

it

is

best

to

dress

__(3)___

and

use

dark

colors.

In

Russia,

__(4)___

clothes

areverycommon.Don’tbe

surprised

if

yougo

to

an

office

in

the

UK

on

a

Friday

and

find

everyone

wearing

jeans.

Many

companies

have

“dress

down

Friday,”

whenpeoplewear__(5)___clothes.延时符ListeningTask

In

Germany,

first

names

are

only

used

with

family

members

and

close

friends,

sobe

prepared

to

use

__(6)___

and

last

names.

In

the

USA,you

will

usuallybe

invited

tousefirst

names

almostimmediately.TheBritish

are

quite

informal

andusing

first

namesin

business

is

more

and

more

common,

especially

among

younger

people.

In

Russia,however,nobodyusesfirstnames,sousetitlesandlastnames.In

conversation,

the

British

and

the

Americans

__(7)___

humor,

and

both

like

totalk

about

sport.

Theweather

is

also

a

good

topic

ofconversationwith

the

British,

butavoid

talking

about

politics.

In

Russia,

say

__(8)___

things

about

their

country,

butavoid

making

complaints.

The

Germans,

however,

prefer

to

get

__(9)___

down

tobusiness!So,

use

these

tips,

and

you

will

be

on

your

way

to

a

successful

international

business___(10)____

!延时符ListeningTaskListenagainandchoosethebestanswerfromthechoicesgiven.(1)Whichofthefollowingpeopledon’ttakebeingpunctualseriously?A.Russians.B.Germans.C.Americans.D.theEnglish.(2)IntheUK,ifyoufindstaffwearingjeansintheoffice,itmaybe______.A.MondayB.WednesdayC.TuesdayD.Friday(3)InRussia,it’salwaysappropriatetoaddressyourboss,TomBush,as______.A.Mr.BushB.BushC.ThomasD.Tim(4)WhichofthefollowingmightNOTappearinatypicalBritishconversation?A.Baseballmatch.B.Badweather.C.Jokes.D.TheLaborPartypolicies.(5)Inbusinessconversation,ifyoucriticizetheRussiangovernment,yourRussianpartnermayfeel______.A.indifferentB.offendedC.compatibleD.approvalAADDB延时符ListeningTask(Script)Listentothepassage.Thenfillintheblankswiththemissingwordsyouhear.

HerearesometipsfordoingbusinessinGermany,the

USA,

the

UKand

Russia.Firstly,

you

must

be

punctual

with

Germans.

Even

5

minutes

late

makes

a

bad

impression.

Being

punctual

is

alsovery

important

in

the

USA.

In

the

UK,

it’s

important

to

be

punctual

for

business

meetings,

but

nobody

expects

you

to

be

on

time

for

a

social

event.With

Russians

don’t

be

surprised

if

your

Russian

contact

is

very

late,

evenoneortwohours

late!In

all

four

countries,

it

is

best

to

dress

formally

and

use

dark

colors.

In

Russia,

designer

clothes

areverycommon.Don’tbe

surprised

if

yougo

to

an

office

in

the

UK

on

a

Friday

and

find

everyone

wearing

jeans.

Many

companies

have

“dress

down

Friday,”

whenpeoplewearcasualclothes.延时符ListeningTask(Script)In

Germany,

first

names

are

only

used

with

family

members

and

close

friends,

sobe

prepared

to

use

titles

and

last

names.

In

the

USA,you

will

usuallybe

invited

tousefirst

names

almostimmediately.TheBritish

are

quite

informal

andusing

first

namesin

business

is

more

and

more

common,

especially

among

younger

people.

In

Russia,however,nobodyusesfirstnames,sousetitlesandlastnames.In

conversation,

the

British

and

the

Americans

value

humor,

and

both

like

totalk

about

sport.

Theweather

is

also

a

good

topic

ofconversationwith

the

British,

butavoid

talking

about

politics.

In

Russia,

say

positive

things

about

their

country,

butavoid

making

complaints.

The

Germans,

however,

prefer

to

get

straight

down

tobusiness!So,

use

these

tips,

and

you

will

be

on

your

way

to

a

successful

international

businesscareer!SpeakingPracticePart

Three延时符SpeakingPractice延时符Workingroups.Examinethepicturescarefullyandpointouttheinappropriatemannersinthepictures.As

for

(b),

one

must

have

good

table

manners

in

order

for

people

to

respectyou.Twistingyourclient’sarmandgettinghimdrunkisnotrespectfulat

all.For(a)thereisacultureclash,whereJapanesebowtotheircounterpartswhenmeetingeachotherwhilemostpeopleshakehandswhenmeeting.For

(c),

one

mustbewellgroomedfromhead

to

toe.Wearing

socks

with

holes

notonlyembarrassesyourself,butalsootherslikeyourbusinessassociates,clients.SpeakingPractice延时符For(d),checkingoutemailsandreplyingtothemontimeisnecessarytoshowrespectandseizebusinessopportunities.It’salsonecessarytodeleteemailsafterreadingsootheremailscanbetransitedtoyourinbox.For(e),whenyourcolleagueismakingapresentation,youneedtolistencarefullytoshowyourrespectandsupport.Nevertreatothersthewayyoudon’twanttobetreated.Yourdistractionofchatting,sleepingorreadinganewspaperwillhurtthepresenterdeeply.TextAppreciationPart

Four延时符

TextLearning

TextAnalysisText

Learning延时符GoodEtiquetteIsGoodBusiness

Thisisthebigday.Youhavebeensavingformanymonthsforanexpensivestereo.Youhavespenthoursreviewingyourneeds,comparingfeatures,reviewingequipmentandstudyingbrands.Youhavenarrowedyourdecisiontothreemodels,andnowyouarereadytogotothestoreandmakethepurchase.Thinkabouthowyouwillfeelasyouwalkinthatstore.Thereisanormalfeelingofsomepowerandsomeexpectations.Youcanactuallyseeyourselfdiscussingfeatureswiththesalesperson,thentryingouteachofthemodels.Thisisabigmomentforyou,andyoufaceitwithexcitement.12Text

Learning延时符narrow:缩小；变窄e.g.Thegapbetweenthetwoteamshasnarrowedtothreepoints.

Hereyesnarrowed(=almostclosed)menacingly.expectation:

预期；期待

e.g.Weareconfidentinourexpectationofafullrecovery.

Therewasageneralexpectationthathewouldwin.

features:特征；特点；特色e.g.Thelatestmodelhasover100newfeatures.tryout:试用，试验，检验e.g.I’mtryingoutanewcomputer.Text

Learning延时符Asyouenter,youseetwosalespersonsattheregistertalkingtoeachother.Theylookup,seeyou,thenreturntotheirconversation.Youwalktotheaisleandstandbeforethemodels.Youwait.Andwait.Yougoovertorequestsomeassistance.Thesalespersonlooksverybotheredtohavetostoptheconversationandreluctantlyfollowsyoubacktotheaisle.Toyoureveryquestion,theonlyresponseis,“Idon’tknow.”Orworse,“Tryitout,here’ssomestuff,”asheorshethrowsaheapofglossy

brochuresatyou.Whatareyourfeelingsnow?Youhavechangedfromapersoninapositionofpowertoanuisance.Yourexpectationofbeingtakencareofwhileyoumakeamajorpurchasehasturnedintoanawkwarddisruptioninthesalesperson’sday.534Text

Learning延时符register:

收银机(=cashregister)

e.g.Hestillstoodbehindhiscashregisterstuffinghismouthwithpopcorn.aisle:过道e.g.anaisleseat(inaplane)Coffeeandteaareinthenextaisle.assistance:

帮助；援助；支持e.g.technical/economic/militaryassistancefinancialassistanceforpeopleonlowincomesCanIbeofanyassistance?

bother:

打扰；使(某人)烦恼(或担忧、不安)e.g.Idon’twanttobotherherwithmyproblemsatthemoment.Text

Learning延时符heap:堆；(凌乱的)一堆；大量

heapofe.g.

Therewasaheapofstoneswherethebuildingusedtobe.glossy:有光泽的；光滑的；

e.g.aglossybrochure/magazine(=printedonshinypaper)用亮光纸印刷的小册子/杂志brochure:小册子e.g.travelbrochures.nuisance:麻烦事；讨厌的人（或东西）e.g.Idon’twanttobeanuisancesotellmeifyouwanttobealone.

Ihopeyou'renotmakinganuisanceofyourself.awkward:令人尴尬的；使人难堪的e.g.Therewasanawkwardsilence.Text

Learning延时符Thinkaboutyourreaction.Youprobablywillfeelextremedisappointment,frustrationandevenbitterness.Ifyoubuyanythingatall,youwilllikelyleavethatstorefeelingdemeaned,stupidandveryangry.Onethingisforcertain—youwillnotcomebacktothatstoreagain.Youhavebeenthevictimofbadbusinessetiquette.Etiquetteistherulesabouthowpeopletreateachotherinformalsituations.Themorecommonnameforetiquetteismanners,thesimplebehaviorsthatconveyrespect.Overourculturalhistory,wehavelearnedthateveryonewantstofeelrespectedorvalued.Noonewantstobeputdown,ignoredormadefunof.Tobecertainthatnooneisaccidentallyinsulted,societyhascomeupwithsomesimplebehaviorsthatletpeopleknowtheyaretreatedwithdignityinasocialsituation.Someofthemostsimpleandyetmosteffectivemannersareusingwordssuchas“please,”“thankyou”and“sir”or“ma’am.”Oneofthemostpowerfulbehaviorsforshowingmannersandrespectisthehandshake.67Text

Learning延时符frustration

:

懊丧；懊恼；沮丧

e.g.Davethumpedthetableinfrustration.bitterness:痛苦；悲痛e.g.Thatwastheveryreasonwhyhefeltacertainbitterness.demean:贬低；降低身份；失去尊重e.g.languagethatdemeanswomendemeanyourself(bydoingsomething)Iwouldn’tdemeanmyselfbybegginghimforajob.etiquette:（社会或行业中的）礼节，礼仪，规矩e.g.strictrulesofprofessionaletiquetteText

Learning延时符convey

:

表达，传递（思想、感情等）

e.g.Colorslikeredconveyasenseofenergyandstrength.

Pleaseconveymyapologiestoyourwife.putdown:贬低；奚落；使窘迫e.g.IknowthatIdoputpeopledownoccasionally.insult:辱骂；侮辱；冒犯e.g.Ihaveneverbeensoinsultedinmylife!Shefeltinsultedbythelowoffer.dignity:尊严；自尊e.g.Ifyouwerewrong,admitit.Youwon’tlosedignity,butwillgainrespect.Text

Learning延时符98Intheworld,theserviceindustryisabigbusiness.Peoplewhocomeinforaparticularserviceareverysensitivetohowtheyaretreated.Wheneverasurveyistakenofcustomersabouttheirsatisfactionwithabusiness,thewaytheyweretreatedcomesoutNo.1.Timeandagaincustomerssaythatiftheyaretreatedrespectfullybyabusiness,theywillgobacktothatbusiness,eveniftheyhavetopayalittlemore!Thisshowsthatetiquettehasavalueinadditiontothegoodsorservicesabusinessmightbeselling.Whenyouenteraservicebusinessandthepeopleatthecountersmile,makeeyecontactandreachouttoshakeyourhand,youimmediatelytrustthattheyrespectyouandwilldoagoodjob.Iftheyareinterestedinyourrequests,taketimetoactuallylistenandmakecertaintheyunderstandexactlywhatyouwant,youwillwanttoreturnagain.Andyouwillprobablytellyourfriendsabouttheserviceaswell.Thatisthepowerofetiquette.Text

Learning延时符particular:

专指的，特指的（与泛指相对）e.g.Isthereaparticulartypeofbookheenjoys?sensitive:敏感的；灵敏的e.g.It’smadememuchmoresensitivetotheneedsofthedisabled.respectful:尊重人的；有礼貌的e.g.Theylistenedinrespectfulsilence.

respectfulofHewasalwaysrespectfulofmyindependence.counter:(商店、银行等的)柜台e.g.Iaskedthewomanbehindthecounteriftheyhadanypostcards.Text

Learning延时符

Onthecontrary,iftheyfeelinsultedordisrespected,thereisnothingtheycandoaboutituntilitistimetopay.Withallthecompetitionfromotherserviceproviders,youcanbetthatanunsatisfiedcustomerwillneverbeback.Therefore,nomatterwhatserviceyougivepeople,whetheryouchangetheiroil,mowtheiryardorservetheirmeal,treatpeoplewithetiquetteandletthemknowyourespectthemasfellowhumans.Whenyouwantcustomerstobuyyourmerchandiseorservice,treatthemthewayyouwouldwanttobetreated.Whenyouusethepowerofetiquetteinyourbusinessdealings,everyonecomesoutawinner.Goodetiquetteisgoodbusiness.1110Text

Learning延时符onthecontrary:

与此相反，正相反e.g.It’snotroubleatall;onthecontrary,itwillbeagreatpleasuretohelpyou.unsatisfied:未得到满足的e.g.Thegameendedafewhourstooearly,leavingplayersandspectatorsunsatisfied.merchandise:商品；货品e.g.awideselectionofmerchandiseText

Learning（译文）延时符礼仪好，生意就旺

今天对你来说可是个大日子，为了买那套昂贵的音响你已经攒好几个月的钱了。你花了好长时间琢磨究竟想要什么样的，你比较各个音响的特色、考虑它们的配备、研究它们的品牌，终于你把范围缩小到了三个型号，现在你已经准备好走进商店，去买你想要的东西了。

想想你走进商店时的感觉吧。你一定是感到充满了权力，你一定是充满了期待。事实上，你好像已经看到自己和售货员谈论产品特点、比较不同型号时的样子了。这一刻对你来说意义非凡，你兴奋地期待着。12Text

Learning（译文）延时符

你走进了商店，两个售货员正在收银机旁聊天。他们抬起头看了看你又继续聊了起来。你走到过道上，站在你要买的型号的音响旁，等啊等啊！

你走过去要求帮忙，却打断了售货员们的聊天，他们看上去不耐烦极了。一个售货员不情愿地跟着你来到过道上，无论你问他什么，他要么只是回答“不知道”，要么就更恶劣地扔给你一堆崭新的产品手册说：“东西在这儿呢，自己看吧。”

现在你感觉如何？你已经从一个有权力的人变成了一个讨厌鬼，你希望因购买大件而受到热情款待的期望也变成了打扰售货员聊天的尴尬。345Text

Learning（译文）延时符

想想你的反应吧。你也许会感到极端的失望、沮丧甚至是痛苦。即便你买了东西，离开商店的时候你也会感觉到受辱、愚蠢和愤怒。有一件事是确定无疑的，你绝不会再踏进这家店半步。你就是恶劣商务礼仪的受害者。

礼仪实际上就是人们在正规场合接待别人的规矩，更为通俗的说法是礼节，这是人们表达尊重的简单行为。在我们的文化历史中，我们认识到每个人都需要被尊重或重视，没有人希望被侮辱、忽视或取笑。为了确保没有人在无意间被侮辱，我们便在社会上形成了一些简单的行为准则，以便在社会活动中人们的尊严得到维护。其中最简单而又有效的礼仪包括使用“请”“谢谢”“先生”“女士”这样的字眼。表达尊重和礼貌的最有效的行为之一是握手。67Text

Learning（译文）延时符

服务业是在这个世界上很大的一个行业。寻求某种服务的人对他们所受到的待遇非常敏感。一项调查表明，最影响顾客满意度的就是他们被招待的方式。顾客们多次说明，如果他们受到尊重，他们将再次光顾，哪怕是多付那么一点儿钱也愿意。这说明礼仪增加了生意中所销售产品或服务的价值。

当你走进某个服务行业，柜台前的人看着你的眼睛，对你微笑，并且走上前来和你握手，你马上会相信他们是尊重你的，他们也一定会做好工作。如果他们对你的要求感兴趣，认真地倾听以确定他们明白你的要求，你一定想再次光顾他们。你也许还会告诉你的朋友这里的服务有多么的好，这就是礼仪的力量。89Text

Learning（译文）延时符

反之，如果顾客觉得受到了侮辱、不被尊重，他们会在付账的时候让你知道好礼仪和坏礼仪的区别所在。在这样有着众多竞争者的服务行业，他们永不会再光顾让他们曾经受到侮辱的地方，这一点毫无疑问。

因此，无论你给人们提供什么样的服务，给他们换机油也好，修草坪也罢，或者给他们上菜，待他们以合适的礼仪，让顾客知道你尊重他们。当你希望你的顾客买你的商品或服务的时候，想想自己是顾客的话，你会希望得到怎样的待遇。当你在生意中能够用上礼仪的力量时，人人都是赢家。礼仪好，生意就旺。1011Text

Analysis(Structure)延时符1.Readthearticleand

completethe

chart.Text

Analysis(Answers)延时符1.Readthearticleand

completethe

chart.Text

Analysis(Structure)延时符2.Readthearticleandanswerthefollowingquestions.(1)Intheshoppingscenario,what’sthecontrastbetweenyourexpectationandtherealtreatmentfromthestore?Asacustomer,myexpectationfromthestoreistobetreatedlikeamanofpower.Iexpecttodiscussthefeaturesandtryoutthemodelswiththesalesperson.Iexpecttoberespected,valuedandtakencareof.YetitturnsoutIamneglected,demeaned,disrespected,eveninsulted.Therefore,myexpectationturnsintofrustration,disappointmentandbitterness.Text

Analysis(Structure)延时符(3)Whatcontrastingresultswillgoodandbadetiquettebringaboutforbusiness?Goodetiquettewillwincustomersandofcourseboostbusinessandactasapublicrelationstoolforthecompany.Asforthebadetiquette,itwillcreateabadimageforthecompanyandcustomerswon’tcomebackforasecondvisit,whichisdefinitelyadisasterforthebusiness.(2)Whydopeopleneedetiquetteinsociety?Peopleneedtoberespectedandvalued,ratherthanbeputdownandmadefunof.Etiquetteisawaytoconveyrespectsothatpeoplefeelappreciatedandtheirwell-beingcanbeprotected.Text

Analysis(Comprehension)延时符Choose

the

best

answer

to

each

of

the

following

questions

after

reading

the

articlecarefully.(1)Whenthecustomerwalksintothestorewithmoneyinhispockettopurchasewhathehasbeenplanning,hefeels________.A.dominatingB.powerfulC.inadequateD.superior(2)WhichofthefollowingisNOTacustomer’sexpectationfromthestore?A.Asincerewelcomegreeting.B.Theattitudeofbeingcoldanddistant.C.Adetailedintroductiontothegoods.D.Beingtreatedlikeapowerfulperson.(3)Whenthecustomerfeelsinsultedbythesalesperson’sbadetiquette,thethinghe/shewillneverdoagainis________.A.callthemanagerB.complainC.refusetopayD.patronizethestoreagainBBDText

Analysis(Comprehension)延时符(4)Whenthecustomerisservedwithrespect,he/sheiswillingtopayfortheadditionalvalueof_______.A.decorationB.packageC.etiquetteD.insurance(5)Whenyouareintheservicebusiness,putyourselfinthepositionofa______;thenyouwillunderstandwhatserviceisneeded.A.managerB.salespersonC.bossD.customerCDText

Analysis(Vocabulary)延时符(1)aisle:

n.

apassagewayforinsidetraffic过道(2)reluctant:

adj.

unwilling;disinclined不情愿的；勉强的(3)heap:

n.agroupofthingsplacedorthrown,oneontopoftheother一堆；大量(4)glossy:

adj.havingasmooth,shiny,lustroussurface有光泽的；光滑的(5)etiquette:n.

thepracticesandformsprescribedbysocialconventionorbyauthority礼仪；(社会或行业中的)礼节；规矩(6)awkward:

adj.markedbyorcausingembarrassmentordiscomfort令人尴尬的

(7)disruption:

n.

.interruptionofcertainmovement中断；扰乱(8)demean:

v.

todebase,asindignityorsocialstanding贬低；贬损；失去尊重(9)victim:

n.onewhoisharmedorkilledbyanother受害者(10)dignity:n

poiseandself-respect尊严；自尊(11)mow:v.

tocut(grassorgrain)修剪；割（草、谷类植物等）(12)