商务英语讲义-unit four

1、BusinessEnglish,王华玲,UnitFour,EtiquetteinBusinessNegotiation,Contents,GreetingandSeeingoffEtiquetteBusinessMeetingEtiquetteDinnerPartyEtiquetteandDressEtiquetteEtiquetteofSigningAgreement,GreetingandSeeingOffEtiquette,DeterminethelevelandsizeforgreetingandseeingoffKnowwellaboutthearrivalanddeparturet

2、imePrepareforthereceptionReceptionmannersindifferentcultures,FactorsInfluencingtheLevelandSize,therankandthepurposeofthenegotiatorstherelationshipbetweenthenegotiatorsandyourusualpractice,WhoReceivetheGuests,Someoneinthesamebusinesswhohasthesameorsimilarrank,titleorstatus.Ifthedesignatedpersoncannot

3、go,someonehavingsimilarpositionoradeputyofthedesigneecanactonhisbehalf.Higherlevelandbiggersizeforgreetingandseeingoffmaybearrangedonlywhenyouhaveanexceptionallycloserelationshipwiththeotherpartyoryouhaveaspecialreasontodoso.,Seeing-offTime,Besuretoarriveearlieratthehotelwheretheguestsstay;Accompany

4、thegueststotheairport,trainstationorportwhentheyareready;Orgodirectlytotheairport,trainstationorporttoseethemoff;,Seeing-offManners,Beforetheygetaboard,shakehandswithandsaygoodbyetothem;Wavehandstotheguestswhentheplane,trainorshipbeginstomove;Staythereuntiltheplane,trainorshipdisappearsfromyoursight

5、.,PreparefortheReception,Onceyouarenotifiedofthedateoftheirarrival,begintoprepareforaccommodations.Contactthembeforetheysetout.Upontheirarrival,takethemtothehotel.Scheduleforthenextdaycanbearrangedonthewaytothehotelorwhenarrivingatthehotel.,ReceptionMannersinDifferentCultures,BrazilCanadaUnitedKingd

6、omIslamicgreetings,Greetings,Howdotheygreeteachother?Withhandshakes,kissesorhugs?Howtoaddressthem?Bytheirfirstname,fullnameortheirtitle?Whatisthespaceweshouldkeepwiththemwhenconversing?Eyecontact?Whataregoodtopicsandwhataretabootopicsforthem?,Brazil,HowtogreetaBrazilian?(handshake,kiss,address)Hands

7、hakingiscommonandoftenlastforalongtime.Shakehandsforhelloandgoodbye;usegoodeyecontact;whenleavingasmallgroup,besuretoshakehandswitheveryonepresentWhenwomenmeet,theyexchangekissesbyplacingtheircheekstogetherandkissingthehairFirstnamesareusedoften,buttitlesarealsoimportant,SmallTalkTopics,AreBrazilian

8、sout-goingandtalkative?Musicandlong,animated(活跃的)conversationarefavoriteBrazilianhabits.Whenconversing,interruptionsviewedasenthusiasm.Braziliansenjoyjoking,informality,andfriendshipsGoodtopics:soccer,family,andchildrenBadtopics:Argentina,politics,poverty,religion,theRainForestPortugueseisthelanguag

9、eofBrazil,Canada,HandshakesUseafirmhandshakewithgoodeyecontactwhenmeetingandleaving.BothFrenchandEnglishareasuseandexpectafirmhandshake.Menwillwaitforawomantoextendherhandforahandshake.FrenchCanadianswillshakehandsmorefrequently,evenwithasubsequentencounterthesameday.Othersmayjustnodorsmileatasubseq

10、uentencounteronthesameday.,Useapersonstitleifheorshehasone.Otherwise,useMr.,Mrs.,Missandthesurname.EnglishisspokeninmostofCanada.FrenchisspokeninQuebec,andsomeareaofNovaScotiaandNewBrunswickFrenchCanadiansmayusetheirfirstnamewhentalkingtoyouonthetelephone,butwillgenerallyusetheirfullnamewhenmeetingy

11、ouinperson.,Addressing,Conversations,Beopenandfriendlyinyourconversation.Ifyouarenaturallyreservedinyourbehavior,youwillappearconfidentandcredible.Ifyournaturaltendencyislargesweepingarmgestures,restrainyourselfwhenmeetingandtalkingwithCanadiansotherthanwithFrenchCanadians.FrenchCanadiansstandcloser

12、andaremoredemonstrativewhentalking.,UnitedKingdom,HandshakesAsimplehandshakeisthestandardgreeting(forbothmenandwomen)forbusinessoccasionsandforvisitingahome.ConversationsPrivacyisveryimportanttotheEnglish.Thereforeaskingpersonalquestionsorintenselystaringatanotherpersonshouldbeavoided.,Non-verbalCom

13、munication,EyecontactEyecontactisseldomkeptduringBritishconversations.SpacePersonalspaceisimportantinEngland,andoneshouldmaintainawidephysicalspacewhenconversing.Furthermore,itisconsideredinappropriatetotouchothersinpublic.Tosignalthatsomethingistobekeptconfidentialorsecret,tapyournose.,IslamicGreet

14、ings,GreetingandhandshakingWhenMuslimsgreeteachother,insteadofsaying,“goodmorning”or“hello”theysay“AssalamoAlaikum,”whichmeans“MaypeacebeuponyouandmayGodsblessingsbewithyou.”Shakehandsupongreetingandleaving,andalwaysusingyourrighthand.Thehandshakeislimp（无力的）andlasts10-15seconds.Forreligiousreasons(M

15、uslimandHindu)menandwomendonottouchinpublicinthisculture.,Presentingyourbusinesscardfollowsintroductions.Apersonsnameisveryimportant.Presentabusinesscardtoeachpersonyouaremeeting.Offeryourcardwiththeprintingpositionedsotherecipientcanreadit.Yourrighthandholdsthecard,withyourlefthandsupportingyourrig

16、htwrist.Yourcardwillbereceivedwithbothhands.Timeistakentocarefullyreadthecard.Nevercarryyourbusinesscards,orplaceanotherpersonsbusinesscardinabackpocket.,BusinessCards,Tips,Beforeanevent,useyouraddressbookoryourpeopledatabasetorefreshyourmemoryaboutthepeopleyouarelikelytomeet.Ifyouforgetsomeonesname

17、,youcansometimescoverbyintroducingapersonyoudoknowfirst.DoyouknowMr.JoeSmith,oneofouraccountreps?whichwillusuallygettheunknownpersontointroducehimorherself.Ifthisdoesntwork,anadmissionthatyouvehadamentalblock（心理障碍）ispreferabletoobviousflailingaround(浮想联翩).,BusinessMeetingEtiquette,Courteous（客气的，礼貌的）

18、meetingPoliticalmeetingBusinesslikemeetingBusinessmeetingsareoneareainwhichpooretiquettecanhavenegativeeffects.Comfort,trust,attentiveness（周到）andclearcommunicationareresultsofgoodetiquette.,BusinessMeeting,InformalMeetingInformalmeetingsaregenerallymorerelaxedaffairsandmaynotnecessarilytakeplaceinth

19、eofficeormeetingroom.FormalMeetingFormalmeetingsuchasmanagementmeetings,boardmeetingsusuallyhaveasetformat.MeetingetiquettesindifferentculturesTips,InformalMeeting,MeetingcallingBusinessetiquettedemandsthatthepersoncallingthemeetingshouldbethemostseniorortheonewiththemostdirectorurgentinterestinthet

20、opicathand.Thechairshoulddecidethetime,placeandagenda.Thesedetailsshouldbeconfirmedwitheveryonetomakesureallareinagreementandnoinconvenienceiscaused.,Tips,Communicatebeforehand:TheobjectiveTheexpectedduration(Besuretoobservetheendingtimescrupulously（严谨地）,unlesseveryoneagreestocontinue.)Itemsexpected

21、tobediscussed,ChairsresponsibilitiesMakethepurposeandtimespanofthemeetingclear,andwhatisexpectedofthem,i.e.preparationofdocuments.Thechairshouldstriveto（力求）ensurethemeetingiskeptasshortandeffectiveaspossible.TheChairshouldappointsomeonetorecordtheproceedings;documentingmajordecisionsoractionpoints.,

22、HowtoHoldaMeeting,MeetingManners,Iftheresultsofthemeetinghaveaneffectonotherswhowerenotpresent,itisconsideredproperbusinessetiquettetoinformthem.Punctualityisamust.Keepingpeoplewaitingisconsideredtheheightofpooretiquetteasitabusestheirtime.,FormalMeeting,PreparationsHandoutsforthemeetingshouldbedeli

23、veredatleastthreedayspriortothemeeting.Bepreparedforthemeeting.Dresswellandarriveingoodtime.Alwaysremembertoswitchoffmobilephone.,MeetingOpening,Ifthereisanestablishedseatingpattern,acceptit.Ifyouareunsure,ask.Acknowledgeanyintroductionsoropeningremarkswithabriefrecognitionofthechairandotherparticip

24、ants.Whendiscussionsareunderwayitisgoodbusinessetiquettetoallowmoreseniorfigurestocontributefirst.,Neverinterruptanyoneevenifyoudisagreestrongly.Notewhathasbeensaidandreturntoitlaterwiththechairspermission.Whenspeaking,bebriefandensurewhatyousayisrelevant.Alwaysaddressthechairunlessitisclearthatothe

25、rsarenotdoingso.Itisaseriousbreachofbusinessetiquettetodivulgeinformationtoothersaboutameeting.Keepitconfidential.,MeetingDiscussion,MeetingEtiquettesinDifferentCultures,BrazilIndonesiaRussiaNewZealandJapan,Questions,Howlonginadvanceshouldameetingbenoticed?Isitnecessarytobepunctualinattendingmeeting

26、s?Whataretheetiquettesshouldbekeptinmeeting?,Brazil,TimemattersinmeetingMakeappointmentsatleasttwoweeksinadvance.Nevertrytomakeimpromptucallsatbusinessorgovernmentoffices.Bepreparedtocommitlongtermresources(bothintimeandmoney)towardestablishingstrongrelationshipsinBrazil.Someregionshaveacasualnessab

27、outbothtimeandwork.HoweverSanPaulo（圣保罗）isnotoneofthose,andinRio（里约热内卢）casualreferstothepersonalandsocialevents,notbusiness.Inthesetwocities,businessmeetingstendtostartontime.,Neverstartintobusinessdiscussionsbeforeyourhostdoes.Businessmeetingsnormallybeginwithcasualchattingfirst.Touchingarmsandelbow

28、sandbacksverycommonTheO.K.handsignalisarudegestureinBrazilToexpressappreciation,aBrazilianmayappeartopinchhisearlobebetweenthumbandforefingerToinvokegoodluck,placeyourthumbbetweenyourindexandmiddlefingerswhilemakingafist.Thisisalsoknownasthe“fig”Flicking(轻弹)thefingertipsunderneaththechinindicatestha

29、tyoudonotknowtheanswertoaquestion,BrazilianBodyLanguage,Indonesia,Beontimeforanymeetings.Themeetingstraditionallystartlate,andyourIndonesianbusinessassociateswillprobablyarrivelate.However,youareexpectedontime,andshouldnevermakeanycommentaboutthemeetingstartinglateoranypersonarrivinglate.Neverstandw

30、ithyourbacktoanelderlypersonorahighrankingofficial.Asyouenteraroombeawareofthepeoplewhowillbeinthatroomwithyou.Alwaysrisewhenyourhost/hostessenterstheroom.,Russia,Asaforeigner,youareexpectedtobeontimetoallbusinessappointments.However,yourRussiancounterpartmaybelate.DonotexpectanapologyfromalateRussi

31、an,anddonotdemonstrateanykindofattitudeifyourbusinessappointmentsbeginoneortwohourslate.Thismayalsobeatestofyourpatience.Socialeventsaremorerelaxed.Itisacceptableforforeignerstobe15to30minuteslate.Russiansareknownasgreatsittersduringnegotiations,thisdemonstratestheirtremendouspatience.,NewZealand,Al

32、waysbeontimeorearlyforallappointments.Punctualityispartoftheculture.Maintainareserved,formaldemeanor(行为、举止),especiallywhenfirstmeetingsomeone.TakeyourleadtobecomemorerelaxedbyfollowingthebehaviorofyourNewZealandhosts.NormalbusinesshoursareMondayFriday8:30am-5:00pmandSaturday9:00am-12:30pm.,Japan,Bus

33、inesscardsexchangeInJapan,businesscardsarecalledmeishi.Japanesegiveandreceivemeishiwithbothhands.ItshouldbeprintedinyourhomelanguageononesideandJapaneseontheother.PresentthecardwiththeJapaneselanguagesideup.Takespecialcareinhandlingcardsthataregiventoyou.Donotwriteonthecard.Donotputthecardinyourpock

34、etorwallet.Uponreceiptofthecard,itisimportanttoexaminethecardcarefullyasashowofrespect.,Thecustomarygreetingisthebow.However,someJapanesemaygreetyouwithahandshake,albeit(尽管)aweakone.Donotmisinterpretaweakhandshakeasanindicationofcharacter.Ifyouaregreetedwithabow,returnwithabowaslowastheoneyoureceive

35、d.Howlowyoubowdeterminesthestatusoftherelationshipbetweenyouandtheotherindividual.Whenyoubowkeepyoureyeslowandyourpalmsflatnexttoyourthighs.Thebusinesscardshouldbegivenafterthebow.Thisisveryimportanttoremember.,BowsandHandshakes,Discussion,Inintroductionsusethepersonslastnameplusthewordsanwhichmeans

36、Mr.orMs.TheJapaneseprefertouselastnames.Donotrequestthattheycallyoubyyourfirstnameonly.UnderstandthattheJapaneseprefernottousethewordno.Ifyouaskaquestiontheymaysimplyrespondwithayesbutclearlymeanno.Understandingthisiscriticalinthenegotiationprocess.InAsiathenumber4isbadluck,becauseinJapaneseitsounds

37、likethewordshuh-shuh,whichsoundslikethewordfordeath.,EXERCISES,QuestionsforConsiderationWhatistraditionalChinesegreetingandmeetingetiquette?,PartTwo,Listening,SectionTwo(Questions18-22),Yourwillhearanotherfiverecordings.Foreachrecording,decidewhatthespeakerspurposeis.Writeoneletter(A-H)nexttothenumb

38、eroftherecording.Donotuseanylettermorethanonce.Afteryouhavelistenedonce,replaytherecordings.,1.22.,AtomakeacomplaintBtodenysomethingCtoofferassistanceDtoaskforadviceEtoexpressdoubtFtoaskforpermissionGtoexplainanactionHtorecommendanewpolicy,C,G,H,E,B,Eighteen,Man:Hello.ThisisGuyCooperfromCe

39、ntronElectronicshere.Ibelieveyourangforsomeadviceaboutyouralarmsystem,whichisntfunctioningproperly.ThemessageIgotsaidyouwerentsureifyouneededsomeonetocomeandsortitout,orifwecouldadviseyouoverthephone.Wellperhapsyoudliketogetbacktomeassoonasitsconvenientandtellmeexactlywhattheproblemis,andIllseewhatIcando.,Nineteen,Woman:Well,asyousay,Redlonhasbeensupplyingusforyearsbut,quitehonestly,two-thirdsofthecomplaintswereceiveaboutourproductsareactuallyduetofaultsincomponentswevehadfromRedlon.SoItalkedtotheProd