剑桥国际商务英语第二册2004年9月第3,5,6-课aa外贸dukeyrr.ppt

1、1,New International Business English,for the Students Majored in Business English,II,2,Canbridge,International Business English,3,A Communication Skill Course For Business English,4,Contents,Unit 3. 5, Unit,5,Unit 3 On the phone,3.1 Business calls Background information 3.2 Telephone techniques List

2、ening 3.3 Using the phone Vocabulary 3.4 What would you say? Speaking 3.5 Speaking and writing Functions 3.6 Whos speaking? Vocabulary 3.7 Three messages Listening and note-taking 3.8 Call me back Vocabulary 3.9 Present tenses Grammar review,6,Vocabulary in this unit,extension caller receiver switch

3、board receptionist dial connect put through wait moment please dot hang up hold on applications confirm equipment arrangement literature laboratory/lab agent get in touch with non smoking zone package designers courier stick on labels translate proposal consumer goods prototype batches stuffy broken

4、 down receipt confirmation quote sub-contract congress subsidiary head office striped pyjamas dispatched revised shipment datum/data staff sickness batches stick-on labels stuffy air freight at no extra charge vegetarian quote,Warm up questions,How do you feel when you first make a phone call to a s

5、tranger especially to a foreigner in English?,7,When you have to make a business call to a prospective client: Not easy in English!Making a phone call to a stranger can be quite stressful especially if they speak English better than you.,2. How do business people usually do and how do you do when it

6、 is an important business call?,Most business people, unless they feel VERY confident, prepare for an important phone call in a foreign language by making notes in advance. And during the call they make notes while they are talking to help them to remember what was said.,3. What are the most importa

7、nt advantages and disadvantages through telephone in doing business?,Its quick and convenient to phone someone to give them information or to ask questions, the disadvantage is that there is nothing in writing to help you to remember what was said. It is essential to make notes and often when an agr

8、eement is reached on the pone, one of the speakers will send a fax or e-mail to confirm the main points that were made.,8,The difficulties and cautions about making a first-time call to a strangers,Always involves mutual suspicion and uncertainty. Fax or e-mail ahead to say when to call, what to tal

9、k, both are so well prepared that less time will be wasted; and bear in mind to speak clearly,slowly, and carefully. The way that you speak (your tone of voice) has an enormous effect on the way your listener perceives you. Just saying “Hello” abruptly when you answer the phone may sound unfriendly,

10、 brusque or impatient. The caller must always try to establish links such as mutual concerns or acquaintances and state his or her business clearly. Identify yourself or your department, so that the other person knows exactly who they are dealing with. It makes a big difference if the person you are

11、 talking to on the phone knows you even if youve only corresponded. Always check back any important information youve noted down. Send follow-up fax, e-mail or letter if necessary.,9,Some ideas when doing business through the phone call:,1.,1. To avoid misunderstanding, its a good idea to repeat any

12、 important information (especially numbers and names) back to the other person to make sure you ve got it right. Always make sure you know the name of the person youre talking to. If necessary, ask them to spell out to you,so hat you can make sure youve got it right-and try to use their name during

13、the call. Make sure they know your name, too. Its important to sound interested helpful and alert when answering the phone. A good telephone manner ont only makes an impression in business, but it also helps to make money when making and receiving calls to or from regular customers and prospective c

14、ustomers.,10,1. How many phones do you know?,2. Find the vocabulary connected with phones.,telephone phone booth microphone mobile phone/cell phone earphone headphone collective phone call/transferred telephone call long distance phone call, video phone,3. Read the picture on P. 25,4. What kinds of

15、phones have you ever used and known?,5. What are your likes and dislikes concerning phones? (advantages and disadvantages),6. Close the book and demonstrate how you make a call.,3.1 Id like to speak to(Open your books),11,1. How do you make telephones?,(1) Announcing Identity (说明身份),Hello, this is .

16、 Good morning, here. My name is . Hello, Im . Good afternoon, speaking.,A. Person Calling: (打电话),3.2 Getting people to do things Telephone techniques,Hello, this is . Good morning, here. My name is . Hello, Im . Good afternoon, speaking.,(1) Announcing Identity (说明身份),How to Make a Telephone Call,B.

17、 Person Called:,Hello, this is here. Who is speaking? May I ask who is speaking? May I have Your name? Who is that speaking? Whom are you calling? Who should I say is calling? Yes, speaking.,12,(2). Asking if some one is in ? (询问某人是否在),Can I speak to Mr. , Please? Let me talk to Mr. . Hello, is ther

18、e by any chance? Could you put me through to Mrs. , please? Id like to speak to if I may. Id like to talk to someone in charge. Give me some one who can speak English. Is there anyone who can speak English well?,A. Person calling:,B.Person called,Im afraid she isnt in at the moment. He hasnt come ye

19、t? He is attending the conference now. He has left already.Im sorry Mr. is unavailable? Would you like to speak to someone else?,13,Person called:,(3) Asking when the person wanted will be in(询问要找的人何时在),A. Person calling:,What time could I reach her? When is he expected to be back? Will he be at hom

20、e this evening?,He has already left. Sorry, shes just gone out. Would you like to ring back later? Hes away for a few days. Can I give him a message? Hang on a moment, please. Hes on another phone. Hold the line, I ll see if hes in. Ill just find out if he s in the office.,t,What time could I reach

21、her? When is he expected to be back? Will he be at home this evening? Can I contact him on Saturday? Do you know when hes in? What if I call tomorrow around ten?,14,Can I contact him on Saturday? Do you know when hes in? What if I call tomorrow around ten?,B.Person called:,He is not available till a

22、fternoon. Sorry, hes not here at the moment. I dont believe you can reach him anywhere today. You can ring again one hour later. In half an hour, I guess. But Im sorry I cannot tell you exactly. Hell be here in 30 minutes. Hell be back around two oclock. Should I have him call back? Ill ask him to c

23、all you up later.,(4) Asking the operator for help (请接线员帮助),A.Person calling:,Can you connect me with London, please. Can you put me through to ?,He is not available till afternoon. Sorry, hes not here at the moment. I dont believe you can reach him anywhere today. You can ring again one hour later.

24、 In half an hour, I guess. But Im sorry I cannot tell you exactly. Hell be here in 30 minutes. Hell be back around two oclock. Should I have him call back? Ill ask him to call you up later.,Can you connect me with London, please. Can you put me through to ?,15,Central, Ive been cut off. Could I have

25、 extension 432? Could you tell me the number of the English Department? Id like to make a call to John Company. Give me 49683, extension 246, please. Would you mind having him call back some time tomorrow? Would you ask him to give me a ring when hes back? Would you tell him I rang?,Any message for

26、him? Can /May I take a message? Do you want to leave a message? Is there any message /words I can give him/ Should I tell him youll call back, or do you want him to call you?,(5) Wrong number(拨错电话号码),per,B.Person called,(5) Wrong number(拨错电话号码,16,Person calling:,Oh, isnt that marry? So sorry. Could

27、I check the number? Isnt it 109-68432? I must have dialed the wrong number. Sorry to have trouble you. But I found this number in the yellow pages. Well, this is the number I was asked to ring. Sorry. I must have got the wrong area code.,Person called:,No, this isnt the number you want. Who did you

28、say you wanted to speak to? Im sorry, it is a wrong number, sir. Sorry, the numbers changed. Im sorry, he isnt working here. Would you please call 642-689541? I think its 30-9648, but you might check with directory inquires. Nobody by that name works here. Nobody here by that number.,A.Person callin

29、g,B.Person called,17,(6) Leaving a message(留口信),Person calling:,Can I leave a message? Can I leave words for her to call me tomorrow? Could you ask him to call/ring me when hes back? Please to have him return my call. Would you mind having him call me back some time tomorrow? Could you tell him I ra

30、ng?,Person called:,Any message for him? Can/May I take a message? Do you want to leave words/a message for him to call you? Is there any message I can give him? Should I tell him youll call back,or do you want him to call you? Would you like to leave a message?,(6) Leaving a message(留口信),A.Person ca

31、lling,Person called,Person called,B.Person called,18,(7) Confirming whether you are understood(确认对方是否听清),A.Person calling:,Do you understand me, sir? Are you following me,sir? Do you think Im making myself understood? Is my English clear enough for you?,B.Person called:,NO, Im afraid not. Yes, I fol

32、low you. Would you explain a little bit more? Could you put that in more specific terms? Could you put that more simply?,(8) Ring off(挂电话),A.Person calling:,Thanks a lot. Good-bye. Ill get back to you soon.,B.Person called:,Thanks for calling. Thanks a lot. Good-bye. OK. Bye-bye.,Do you understand m

33、e, sir? Are you following me,sir? Do you think Im making myself understood? Is my English clear enough for you?,NO, Im afraid not. Yes, I follow you. Would you explain a little bit more? Could you put that in more specific terms? Could you put that more simply?,Thanks a lot. Good-bye. Ill get back t

34、o you soon.,Thanks a lot. Good-bye. Ill get back to you soon.,Thanks for calling. Thanks a lot. Good-bye. OK. Bye-bye.,Thanks for calling. Thanks a lot. Good-bye. OK. Bye-bye.,19,Functional English,1. Requesting, and agreeing, or refusing requests Offering,and accepting or rejecting offers Asking pe

35、rmission,and giving or refusing permission,8. Do “E” on P.27 in pairs (3 minutes),7. Listen to the tapes and do D on P.26.,3.2 Getting people to do things,Practise,Practise “A” on P. 28 in pairs,d,d,Do “B”,Can you show us How do you do 1.2.3.of the above,20,3.3 Can I take a message?,B,B1 Message: to

36、day or any time tomorrow,talk about the arrangement for the congress in July o14569924,B2 To: Guy Dobson Message: ask Dobson to call before tomorrow evening at the number:0025589847 Paola Andreitti from Rome about labelling of product No. 15437B for Italian market,B3 To: wanted to speak to Mrs Cox t

37、alked to Mr.Box (the assistant) Message: 1.Arriving time in Melbourne has been changed to the late hour at 1 a.m. Saturday local time if Fox can meet him still 2.Inform the Royal Hotel about the late arrival,21,*Bear in mind the 12 telephone tips on P.P.31-32 in “B” of 3.4,Do “C” on P.32 of 3.4;pres

38、ent how to make telephone call by a pair; the others observe.,Observers guideline,Does each speaker sounds agreeable? Do they sound natural and sincere? Does each speakers tone create the right impression? Are they speaking clearly? Is information they are giving correct? Have they both covered all

39、the essential points? Is it the kind of call you would like to receive yourself?,22,Unit 5 Working together,*Various aspects of working in business and occasions *Showing someone physically around the offices and premises *Describing business organizations and structures *Looking at the companys bac

40、kgrounds,contemporary changes in company organization practice and manager- employee relationships, the important issue of the role and status of women in working life *Paying attention to the background information of different kinds of companies,Objectives of the Unit,5,23,Vocabulary in Unit 5,5.1

41、: installed, pension scheme, trade union, representative, union recognition, child care facilities, 5.2: primary, secondary, tertiary, vehicle manufacturing, food processing, beverages, aerospace, retailing, catering,telecommunications, sectors of industry, chart 5.3: board of directors, synonymous,

42、 a fledging firm, spearhead, cornerstone, innovative, array, fiscal year, zest, civil engineering, proprietorship（ownership), limited liability company(有限责任公司）, assets, acquisition（获得物）, versatile, recommence,24,5.5: abandon, abolish, rewarding, economies of scale, components, in bulk（散装）, consign,

43、oblivion（健忘，漠 视；灭迹；大赦；）, confine, seven fold, debt, collapse,afflict（使苦 恼，折磨）, counsellors（顾问； 大使馆参赞；）, rotate, consultant, staff turnover, pyramid structure, concentric circle, corporate world, subject oneself to（使自己受到）, scrutiny（详尽研究；细看;),25,Companies in fact they seem to be like a collection of “

44、businesses” inside one company. As a company gets bigger it may expand geographically. Many large firms are multinationals with many manufacturing plants and trading locations in several different countries spread around the world.,Offices,The physical surroundings of most modern places of work,espe

45、cially offices are becoming more and more similar. Although there are differences from country to country, one office looks much like another. Office,27,furniture and equipment tends to be similar- desks, chairs, lamps, filing cabinets, computers, phones, photocopiers, etc. The “atmosphere” of the w

46、orkplace can influence the effectiveness of a companys employees. Modern offices are more spacious and better lit,heated, ventilated and air-conditioned than in the past, which ,of course,is the feature that varies from firm to firm and may be dependent on the size of the company and its corporate “

47、philosophy”. In some companies, the employees work in large open-plan offices without walls between the departments. In others, the staff work more privately in individual offices. Work relations with other people at the place of work include relationships with fellow employees,28,workers or colleag

48、ues. A great part of work or job satisfaction-some people say the major portion-comes from “getting on” with others at work. Work relations will also include those between management and employees. These relations are not always straightforward, particularly as the managements assessment of how you

49、are performing can be crucial to your future career.,ind,Industrial Relations,There will always be matters about which employees will want to talk to management.In small businesses the boss will probably work alongside his or her employees. Anything which needs to be sorted out will be done face-to-

50、face as soon as a problem arises. There will be no formal meetings have to be held and procedures set up,29,to say when, where, how and in what circumstances the employees can talk to the management. Some companies have specially organized consultative committees for this purpose. In many countries

51、of the world, particularly in large firms, employees join a trade union and ask the union to represent them to the management. Through the union all categories of employees can pass on the complaints they have and try to get things changed. The process through which union negotiate with management o

52、n behalf of their members is called “collective bargaining”. Instead of each employee trying to bargain alone with the company, the employees join together and collectively put forward their views. Occasionally, a firm will refuse to recognize the right of the right of a union to negotiate for its m

53、embers and a dispute over union recognition,30,will arise. Where there is disagreement, bargaining or negotiating will take place. A compromise agreement may be reached. Where this is not possible, the sides can go to arbitration and bring in a third party from outside to say what they think should

54、happen. However, sometimes one of the sides decide to take industrial action. The management can “lock out” the employees and prevent them from coming to work. This used to be very common, but is rarely used today. The main courses of action open to a trade union are: a strike, a ban, on working ove

55、rtime, “working to rule” (when employees work according to the company rule book), “go-slows” employees may spend more time doing the same job) and picketing (employees stand outside the entrance to the business location holding,31,signs to show they are conflict with the management). Every country

56、has its own tradition of industrial relations, so it is difficult to generalize. In some businesses, unions are not welcomed by the management. But in other countries the unions play an important role both in the everyday working relations in individual companies and also in the social and political

57、 life of the country.,32,Office premises,Office building,Canteen,Reception desk room,Working floor,Office room,Toilet,Conference room,Lounge common room,5.1 Getting to know the working place,33,How to choose premise A.-Well, a well-chosen premise allows a company to do business in the most efficient

58、 way. Many companies choose to locate in office blocks or business districts. From my point of view, companies provide services such as hotels and banks, must be situated near the largest concentration of their target customers; otherwise they will only cause great inconvenience for their customers. B.-Im with you on that. Such service-oriented businesses also must consider available transportation.Customers must get to them by either public transportation or private means.,34,5.1 Getting to know the work place,The model memo according to 3 of “D” in 5.1,- Memorandum- From: Public Offi