体验商务综合英语4unit10customerservice

商务综合英语课程教案

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授课题目（教学章、节或主题）：

Unit 10 customer service

Teaching objectives and requirements(教学目的、要求):

Students arerequired to

1．Master economic vocabulary in customer care and service;

2．Be familiar with ways of dealing with customer complaints；

3．Get to know some best techniques for dealing customer complaints;

4. Learn the skills of dealing customer complaints.

Teaching highlights and difficulties(教学重点及难点)：

Highlights:

1.grasp ways of dealing with customer complaints.

2.master economic vocabulary in customer care and service.

Difficulties:

1.understand the various methods to solve customer complaints.

2. express themselves more freely on the theme after doing a series of theme-related reading, listening, speaking and writing activities;

Time allotment(教学时数)：

6 Periods

Teaching method(教学方法)：

1.Group Discussion

2.Exemplification and demonstration；

3.Task-based teaching

4.Teams-based Cooperative Learning

References(参考书目)：

1.科顿，法尔维等编，体验商务英语综合教程4，《体验商务英语》改编组改编，高等教育出版社，

2.马斯库尔，海特勒著，体验商务英语教师用书4，《体验商务英语》改编组改编，高等教育出版社，

3.蒋景东著，常用商务英语词典，浙江大学出版社，2012,5.

4.（英）帕金森编著，牛津英汉双解商务英语词典，华夏出版社，2011

教学基本内容

方法及手

段

II Teaching procedure

Step 1 Starting up:

(20 minutes)1)

1) Write 'CUSTOMER SERVICE' in big letters on the board. Ask Ss, in threes, to brainstorm briefly -what they understand by this term.

-what their own organisation or educational institution does in this area.

There is this definition of customer service quoted at the beginning of the Business brief on page 85'all the activities involved in making it easy for customers to reach the right parties within the company and receive quick and satisfactory service, answers and resolution of problems'. This relates mainly to situations where things have gone wrong.

Customer service is also used in a neutral sense to talk about normal dealings when customers are buying products or services. Ss may refer to both these senses in their brainstorming sessions.Ss working in business will have something to say about customer service, whoever their customers are, whether business-to-business or business-to-consumer. It could be interesting to see how those working for government organisations view their 'customers' and what they understand by customer service. In the case of educational

2) Students are asked to figure out the meaning of the quotation:

Ask Ss to look at the quotation. Can they think of other queuing situations that can be annoying (such as supermarket checkouts, buying tickets) Do they have particularly bad incidents to recount 3) Please talk about what irritates you and about the place of customer care in a company's success.@ Discuss the different points in both exercises in pairs. Say that there is some overlap between the items, for example unhelpful and indifferent service personnel. The main idea is to encourage Ss to think of specific incidents they have encountered, even ones of too much customer care, eg. The waiter who asks 3 times during a meal if everything is alright. Step 2 listening: improving communications (50)Task A

About Harrods 哈罗兹（英国著名百货公司）

Harrods is a large upmarket department store on Brompton Road in Knightsbridge, London. The Harrods motto is Omni Omnibus Ubique, which means All things, for all people everywhere and refers to its claim that absolutely anything can be bought there. it is particularly famous for the range of

goods available in the seasonal Christmas department and the food hall. The present owner is an Egyptian, Mohamed Fayed (whose son Dodi was killed in the same car crash as princess Diana). He bought the store in 1985 for ￡615 million.

Task B

Listen and decide the statements True, False, or Not Given 1 false (it is about exceeding customer expectations)

2 false (they expect a level of service that is better than other retailers)

3 true

4 true

5 not given (the speaker says nothing about how often feedback is given)

6 false (they are given a certificate from the chairman and

￡5o in vouchers to spend in the store)

Audiolingu al and communica

tive method

课程教案（续）

教学基本内容方法及手段Script 10. 1 (I = Interviewer SA = Sarah Andrews)

I At Harrods how do you define good customer service

SA Good customer service here at Harrods is about exceeding our customers' expectations. Erm the customer's expectations here at Harrods are generally higher than most other retailers and most other Department Stores, in that they may visit one of our competitors like erm a food retailer or another Department Store and they would expect to get a general level of customer service. In Harrods they expect to be bowled over with the service that they receive. They expect our staff to go the extra mile at every given opportunity and to receive something quite exceptional. We actually set erm a minimum level of service, a framework that all of our staff

work towards, that when they join the business we train them on these seven steps to exceptional service, then going forward we mystery shop which is basically we have erm real Harrods customers that we recruit and go and test the Departments and experience the service and report back to us what they've experienced. And if our staff get 100% they get a Certificate from the Chairman, they get ￡50 worth of vouchers to spend in the store and they get, you know, high recognition within their Departments and obviously if we have consistent poor performers that aren't meeting that minimum level of service then we, we would manage their performance.

Task C

Listen to and complete:

Example answers

1 establish/build consumer loyalty

2 are the same as those available in other stores/are no different from those in other outlets

3 likely lose their customers/not build customer loyalty and their customers may move to

other retailers

10. 2 (I = Interviewer SA = Sarah Andrews)

I Do you think companies generally pay enough attention to customer service

SA I think companies, er retail companies are recognising erm more recently the importance of good customer service. Erm, it's very important to retailers to have customer loyalty. It is difficult

in these days to have a point of difference to the product that you offer because most of the

things that arc available also here in Harrods are available elsewhere er, in London or in the UK it

is no longer unique to Harrods, so we have to make the difference with great customer service, which means that when the market may be tough, our customers continue to come and shop

with us because they know they are going to get a great experience. I think there are. There are some companies that have not yet recognised that and I think they pay for that with a transient customer that doesn't, stick with them and may move from one retailer to another dependent

on what's on offer. I think it's hugely important.

I And is new technology helping in the improvement of customer

service

SA I, I think that er there is new technology available to erm measure customer service, Marks and Spencer for example, have a, a unit at their till points that when customers pay they can, they can press different buttons and say whether they were happy with the service they received today, erm, personally, and for here at Harrods I'm not sure how effective that is. I believe the most effective thing is to get real customers' feedback on what they experience and really look at the retention of our genuine customers, so, how many of our customers here in Pair work

wiith the aid of multi-media facility

Audiolingual and communicativ e method

Harrods, that, that possibly own a Harrods credit card come back and shop with us on a regular basis and for me that's the absolute best test and measure of what level of service we are delivering to our customers.

Task D

Play and ask Ss to take notes on how the speaker thinks technology can contribute to improved customer service and whether she thinks this is useful for Harrods. You may need to play the recording several times.

Sarah ment'ions a new device at another store, which monitors customer service by having customers press buttons to indicate their levels of satisfaction, but she isn't sure how effective this

is and she doesn't think it would be useful for Harrods. The other technology she refers to is that related to store cards. Through these they can monitor how often customers return to the store

and this, she thinks, is a good way of getting feedback on how satisfied customers are.

Task E

10. 3

10. 3 (I = Interviewer, SA = Sarah Andrews)

I Can you tell us how you prepare your staff to give the best customer service

SA We have a set of standards here in Harrods that we call 'sell the experience'. So to sell the experience of Harrods erm, we have seven steps that erm, we work through which starts from

the customer arriving in the Department until they purchase their goods and leave. The first step

is to welcome our customers within one minute of entering the Department, so our customers

are treated as guests in our home of Harrods and when they walk into the store or into the Department they are greeted in some way. So that may be a smile, that may be a more formal

good morning or good afternoon, or it may simply be eye contact.

The second stage is to approach customers at an appropriate time and initiate a conversation. So we train our staff to erm, monitor customers' behaviour and look for an appropriate time to go

and

start a conversation with the customer. Some customers may look like they are happy browsing

and don't want to be interrupted, some customers may give signals that they have spent a long

time at a particular rail possibly looking for sizes, which is an indicator that The next stage is for

us to ask questions to establish our customers' needs, which is a very important part of the service process. Erm our staff are uained on how to ask the right questions to really ascertain

what the customer is looking for.

The next stage is for them to use their product knowledge and to select items to meet those customer needs. So it's very important that they listen to the answers when they've asked the relevant questions and then to use their knowledge to match the customers' needs with the products that we offer.

The next thing we ask them to do is to highlight the features and benefits to customers, so this is about talking about the product, 'this is a beautiful painting madam what a wonderful shade of

red

the dress is made in' and it's to really talk about the product and really focus on the real beautiful features and benefits of what the customer is looking at.

The next thing we do is to offer related products to maximise the sale or service. So this is where

a customer a gentlemen is buying a shirt, maybe we will introduce a matching tie, or a matching suit, so that the customer can get the whole experience of Harrods. Then we ask our staff to introduce the Harrods card. We believe the Harrods card is a big benefit, both to the store and to

our customers, so it's important that our staff introduce those benefits to each and every

customer that shops in the store.

And finally to make sure that we finish the whole process very well, the staff are encouraged to thank customers and invite them to return.

Go through the seven steps with ss and ask them to try to predict what the missing verbs might be. Play recording 1o. 3 and ask Ss to complete the seven steps.

1. Welcome

2. Approach, initiate

3. Ask, establish

4. Use, select, meet

5. High light

6. Offer, maximise

7. Thank, invite

Task F

Put Ss in pairs and give them time to prepare their dialogues. Circulate, monitor and assist.

Ask Ss to practise their role plays in their pairs before asking some of the pairs to perform their role plays for the rest of the class.

Step 3 Discussion & Vocabulary: handling customer complaint (30 minutes)

Discussion:

Ss look at suggestions for ways of dealing with customer complaints and draw up a list of the best techniques for doing this.

Get Ss to work in threes. Half the threes in the class are As, and the other half are Bs. The As discuss the list of ways of dealing with customer complaints for Group A and the Bs those for Group B. Say that each group has to decide on the five most useful suggestions in its particular list.

Ask the student to look at and discuss each list separately, choosing five points from each list. Ask the student to explain the reasons for their choice. Then ask the student to choose the six most important ones from the ten he / the has selected and, again, to explain the reasons.

Ss took at words related to customer service and some common idioms, using them in context. @ Tell Ss to look through the sentence parts. Ask them to match them as a quick-fire activity. Point out the pronunciation of rapport with its silent t.

Vocabulary:

task A

1 complaints-e)

2 rapport-d)

3 reassure-a)

4 standards-b)

5 products-c)

Task B

Ask Ss to work on matching the idioms in pairs. Circulate, monitor and assist.

With the whole class, do a round-up of the answers and explain any difficulties.

1c 2d 3f 4e 5a 6b 7g

Task C.

Do this as a quick-fire activity with the whole class. Explain any difficulties.

1 get to the bottom of the problem

2 pass the buck

3 ripped off

4 slipped my mind

5 talking at cross purposes

6 it was the last straw

7 got straight to thepoint

Step 4 Reading: Customers first (50 minutes)

The message for this or any other year

This passage is about the decline in standards of customer service in the UK and why

customers should be a company’s first priority.

In the passage

A. Read the article and answer:

Q 1. What customer service problems did the author have

2. What examples are given of poor customer service by British utilities

3. what answer does the author give to the question: ‘why is customer service important’

4. Why is customer service difficult to implement

1. It took weeks to sort out the problems with his new printer-scanner-copier. He couldn't get

through to the Powergen 24-hour helpline and had to call them from work.

2. Not turning up at the appointed time. Falsely claiming to have rung the doorbell and found

no one in.

3. Customers are the most vital part of any business, they are its reason for existing and they

are the people upon whom all success depends. Keeping them satisfied is the most important

thing a company can do.

4. Competition may force a company to move jobs to low-wage countries (thus having fewer

people on hand to give good customer service). The bigger a business is, the more widespread

its suppliers and customers become and delivering good service to them becomes more

difficult. You may have to invest in IT systems to keep track of orders.

B

1 He says the opposite of this in lines 4o to 5o.

2 He makes this pointin lines 5i to 57 by lamenting the fact that some companies have cut back

on their customer service training.

3 He makes this point in lines 79 to 8

4 By saying that outsourcing is not on its own responsible

for deteriorating customer service, he suggests that it is one cause.

4 He doesn't make this point. He says in lines 84 to 90 that the fact that some companies seem

to believe this is a problem.

5 He makes this point in lines 73 to 76.

C Ask Ss to discuss in pairs any examples of good and bad customer service they have experienced and then to report back to the class.

Language review: Gerunds_

Ss study gerund formation and the way that gerunds are used. Ss then use them in drawing up guidelines about customer service.

A Go through the gerunds in the Language review box with the whole class. Refer back to Exercise A in the Starting up Section where this is mentioned, even if Ss haven't done this.

? Get Ss to look at the article on page 87 in pairs and find gerunds. Circulate and assist.

a) But making a profit... (line 96) ; Carrying this out... (line 129)

b) including not turning up at the appointed time and then claiming to have rung the doorbell (line 46 to 49) ; I am not attacking outsourcing as such... (lines 79 to 81)

c) without jamming (lines 15 to 16) ; about cutting costs... (lines 77 to 78) ; a way of providing

the same goods... (line 131 to 133)

B 1 b 2 a 3 d 4 c 5 e 6 f

Possible answers. Ss may suggest others.

C Check your Ss'own ideas for improving customer service.

1 returning

2 giving

3 doing/undertaking/commissioning

4 organising/running

5 drawing up/establishing/setting up

6 drawing up/establishing/setting

7 checking/examining/monitoring

8 dealing

9 ensuring/making sure

10 learning

Step 5 Skills: Active listening

Ss look at listening skills in the context of customer service. They listen to interviews with

satisfied and angry customers and learn some key expressions.

A With the whole class, ask about the points here. Invite comments and encourage discussion.

Divide the class into pairs or threes. Circulate, monitor and assist. Note language points for

praise and correction, especially in relation to this topic.

B With the whole class, praise good language points from the discussion and work on three or

four points that need improvement, getting individual Ss to say the correct forms.

C Ask Ss for their suggestions. Invite comments and encourage discussion. Some interesting

cultural issues should emerge here.

Conversation 1

A It was just before Christmas...

B OK.

A I went into this wine store and bought two bottles of red wine. I bought them because they

were promoted as wine of the month, so I thought they must be good. When l tried one of them,

l found the wine was much too sweet, like fruiit juice almost.

B Fruit juice

A Yes, Really! I offered a glass to my neighbour, who was our guest. She took one sip and asked

me if 1 had anything else!

B So, what did you do

A Well, I took the bottles back to the store and complained about the wine. The salesman

didn't argue. He took the bottles back and told me to choose another two bottles. I’ll look for some at the same price,' I said. 'Don't do that, 'he said ‘choose any two bottles you like.' I chose

two which were quite a bit more expensive and thanked him. I always go to that store for my

wine now because I like the way they treat their customers.

Conversation 2

A I flew to Spain recently with my family and I was really impressed with the level of customer

service we received. We were flying with a relatively cheap, no frills airline and they didn't

promise much-no meals for example, but what they did promise, they delivered.

B Really

A Yes. The service was excellent and friendly-it was service with a smile. They were particularly

friendly and helpful to people with small children. We took off on time and arrived on time. We'll

definitely be using them again.

Convention 3

A Something so irritating happened recently with a delivery that I’d ordered. I certainly won't

be using the supplier again..

B What happened

A Well, I work from home as a translator for a leading bank. My printer had broken and I

needed a new one urgently. The person who took my order was extremely friendly and promised

it would be there the next day.

B OK

A It didn't arrive and I had waited in all day to receive it! When I Phoned the supplier I got the same friendly helpful treatment again- they were very sorry-it would definitely be there the following day. But they lct me down again. This went on for the rest of the week.

B How awful!

A I was very put out indeed. It was all talk and no action.

Step 6 Case study (80 minutes)

1) There are problems when a new manager takes over a sales team. Ss role play the directors

10. 5 (C = Customer E = Employee)

C I'm calling because I went into one of your shops this morning to look at some phones. I

really have to complain about one of your sales staff.

E Oh dear, what happened

C They were on me as soon as I got into the shop. I don't know if they're on commission or

not but they really pounced on me.

E Oh"

C And didn't listen to me at all. They seemed to be pushing a particular package which was

far too expensive and not suitable at all. I'm a pensioner.

E I quite understand. Sorry you felt you were being hassled. Which branch was it

C Your main branch.

E So, do you remember who served you

C Yes, but I don't want to say.

E Well, if you want me to take this seriously, we need to know who was at fault.

C It wasn't just one person. They were all bothering me. In my opinion. you ought to look

into your training methods. its just not good enough.

2) fill in the missing information

Activity: Selling fax machines, data projectors and slim plasma screens

Sales Mana8er until 18 months ago: Vanessa Bryant

Present Sales Manager:Nigel Fraser

Sales targets: Increase turnover by 1o%; create dynamic sales team

Sales performance: 2o% below target ; low morale since NF arrived

Problems: NF wants more meetings, but most of the staff don't ;

present meetings are dominated by one or two people some don't turn up

Staff blame each other or other departments for problems

Staff don't help each other rivalry and dislike between some members

Unable to accept criticism and become aggressive

NF happier in his previous job ; staff talk about the 'good old days' under Vanessa

Bryant

3) Role play

Step 7 writing (20minutes)

Writing file page

小结：

作业和思考题：

Theme-related Language Learning Tasks and business communication skills.

Essay Writing: S s write an email from the management consultants dealing with their recommunications.教学后记：

填表说明： 1. 每项页面大小可自行添减；

2. 课次为授课次序，填1～n等；

3. 授课形式填理论课、实验课、讲评课、习题课等。

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Dear Sirs or Madams: I am writing to invite you to attend this year’s conference, which will be held in Prague, Czech Republic, 21 – 24 November, 2008. The chief executive and the senior managers from the head office and the overseas sales managers will attend the conference. The purpose of the conference is, first of all, to enable the managers to know each other better. In addition, we would like to take this opportunity to thank you for your hard work. Most important of all, however, we will at the conference discuss how we can improve our products and services in the future. The venue we have chosen for this year’s conference is Hotel Moda. It is a 4-star hotel located about half an hour by underground to the city center. The hotel facilities are excellent with spacious bedrooms, a large swimming pool, sauna and Jacuzzi. Moreover, during the conference, we will arrange various activities for the participants, such as guided city tours, cultural tours, sightseeing and opera. I hope you will all be able to enjoy yourselves during the conference. The conference will commence on Saturday morning, 22 November. All the participants are required to arrive by Friday evening, 21 November, and leave by noon of Monday, 24 November. I sincerely wish that you can all attend this year’s conference and I look forward to meeting you in Prague. Sincerely yours, (226 words)

商务英语综合教程U1-U7课后答案

Unit 1 Company Profile 1.Translate the following Chinese terms into English. candidate patent industry personnel registered trademark core competency domain name intended market emerging market headquarter multinational corporation Chief Executive Officer stakeholder 2.Translate the following English terms into Chinese. 股本，股金总额 以人为本的解决方案 精于心简于形 对客户的深入了解 工业革命 回收利用 3.Translation: 宝洁公司始创于1837年，是世界上最大的日用消费品公司之一。2007财政年度，公司全年销售额达682亿美元。在《财富》杂志评选出的全球500家最大企业中，排名第74位。 宝洁公司在全球80多个国家设有工厂或分公司，所经营的300多个品牌的产品畅销160多个国家和地区，其中包括美容护理、居家护理、吉列产品等。每天，在世界各地，宝洁公司的产品与全球消费者发生着三十亿次亲密接触。宝洁大中华业务区包括1988年成立的中国大陆分公司、1987成立的香港分公司和1985年成立的台湾分公司。 一九八八年，宝洁公司在广州成立了在中国的第一家合资企业－广州宝洁有限公司，从此开始了其中国业务发展的历程。宝洁总部位于广州,目

前在广州、北京、上海、成都、天津、东莞及南平等地设有多家分公司及工厂，并在北京设立技术中心。 二十年来，宝洁取得了飞速的发展，主要表现在： 建立了领先的大品牌 宝洁公司是中国最大的日用消费品公司，年销售额超过二十亿美元。我们在参与竞争的领域内占据了最大的市场份额。飘柔、舒肤佳、玉兰油、帮宝适、汰渍及吉列等品牌在各自的护发、个人清洁、皮肤护理、婴儿护理、洗衣粉、男士美容等产品领域内都处于领先的市场地位。 业务保持了强劲的增长 中国宝洁是全球业务增长速度最快的区域市场之一。目前, 宝洁大中华区的销售量已位居宝洁全球区域市场中的第二位,销售额也已位居前五位。 建立了出色的组织结构 伴随着公司的业务发展，宝洁的中国员工得到了迅速的成长。中国籍的员工占员工总数的97%以上，宝洁大中华区已成为向宝洁其他市场的重要管理人才输出地。 承诺做模范企业公民 宝洁向中国的各项公益事业捐款的总额已超过八千万元人民币（一千万美元），希望工程是宝洁公司慈善捐赠的最大接受者。 4.略 Unit 2 Business Meeting 1.Translation: Honorable Guests, Ladies and Gentlemen, Good evening! It is a great pleasure for me to attend, among all of you here the opening ceremony of the 2005 FORTUNE Global Forum on this pleasant

商务综合英语教材2课后习题翻译.doc

1.我不喜欢上火车站给人送行。(see…of!) I don't like to see people off at the railway station. 2.公司星期一晚上为你举办告别晚会，七点半有车到旅馆来接你。(pick up) The company is giving a farewell party for you on Mon day eve ning. A car will come to your ho tel to pick you up at ha If past seve n. 3.她太激动了，情不自禁地热烈拥抱我。(give ...an embrac e) She was so excited tha t she couldn *t help givi ng me a warm embrace 4.我从未摆脱局外人的感觉。(out of place) I never quite succeed in o vercoming th e sense of b eing out of place? 5.她环视房间，想看看谁在那儿。(glanee) She glan ced round th e room to se e who was th ere. 6.他的大鞋子看起来像只小船。(look 1 ike) His big shoes look I ike small bo ats. 7.你应该把鸡蛋搅进面粉，而不是反过來做。(folding) Yo u should fol d the eggs i nto the flou r in stead of doing it in the opposit e way. 1.他认为他们之间的婚约只不过是个交易而己。(no more t han) He think s that the m arriage betw een them is no more than a business deal. 2.他把身上的钱花了个精光。(use up) He used up all the mone y he had? 3.这位年轻人从水里把你女儿救了出来。(save ...from) The you ng man saved your daught er from drow ning. 4.她实在无处可去，于是就呆在家里看看旧书。(nowhere to) She had abs olutely nowh ere to go. S o she read s ome old book s at home. 5.“我能成为像杰夫(Geoff )那样的好球员吗？"也许可能，不过离那一天还早着呢。“(a long way to go) n W ill I ever be as good a player as Ge off?1' H Perha ps5 but you still have a long way to go before t hat day comes.” 6.他那份工作看样子干不长了。(in danger of) He is in danger of losing hisjob? 7.工厂雇佣童工的情况在有些国家己绝迹了。(die out) The practice of having child ren work in factories ha s nearly die d out in som e countries? 1.天开始下雨，她走向附近的一个避雨处。(make for) It start ed raining,so she made for the near est shelter. 2.她挑了一顶帽子，正好配她的衣服。(pick ou t) She picked out a cap t o match her dress 3.我等了一个小时，可还是没见他的人影。(show up) I wa iled for an hour, but he didn*t show up. 4.他们觉得还是呆在原地好。(figure) They figured it was bett er to stay w here they we re.

综合商务英语

The Coming Trade Wars1 The massive intrusion of government into national economics could spark disastrous protectionism. Jeffrey E. Garten It's hard to find a top economic official, economist or global business leader who doesn't recognize today's heightened dangers of protectionism. But it is equally difficult to identify any high-powered efforts to actively ward off the prospect of higher tariffs, quotas or trade-blocking regulations. It is as if talking about the threat is seen as enough to deter a gigantic rollback of global commerce. But rhetoric will not prevent a trade war, which is now, I believe, more likely than it has been at any time since the early 1970s, when currencies were no longer fixed to the value of gold and began to float against one another. A half-century of steady trade liberalization was in jeopardy even before the current financial and economic meltdown. Prior to the implosion of Bear Stearns①, the U.S. Congress had taken away almost all of President Bush's trade-negotiating authority, feeling that the U.S. was no longer gaining enough from new trade agreements, while jobs were being lost and wages undercut. Well before "subprime"②entered the popular lexicon,the Doha round of trade negotiations had collapsed, as rich and poor nations fought over contentious issues like agriculture. The rise of China and India has raised deep concerns over import penetration, not just in the U.S. and Europe but also in emerging markets like Mexico. For a few years now, prominent economists were raising warning flags that support for free trade was being eroded by the perception that trade was contributing to ever-greater income inequalities. Now, however, the collapse of the global banking system, a deepening global recession and the massive intrusion of governments into national economies—a trend that can't help but politicize economic policy decisions—have all added fuel to the fire. Unemployment is growing, with more than 70,000 layoffs announced in the U.S. and Europe last Monday alone, and global trade volume is now decreasing—by more than 2 percent, according to the World Bank—for the first time in a quarter century. Container ships sit idle in ports—demand is down 50 percent year on year. America's own exports declined 6 percent last year, China's 9 percent and Japan's a shocking 35 percent. Trade financing, the essential lubricant of the entire commercial system, has dried up. Slow growth has meant massive industrial overcapacity in heavy industries such as steel, automobiles and electronics, and with global manufacturing dropping at an annual rate of 20 percent, the situation will get much worse. To be sure, we have yet to see a major outbreak of protectionism. Unlike crises in finance, trade problems are slow to emerge, but once the momentum begins, the trend takes years to reverse. Meanwhile, there are straws in the wind. In the first half of 2008, antidumping investigations around the world were up at least 30 percent. In December, Washington expanded existing sanctions against selected EU food products in retaliation for Europe's boycott of American hormone-treated beef③, an old dispute to be sure, but one that is being escalated. Brazil and Argentina are exerting pressure on members of Mercosur, the South American trade block, to raise the group's external 1Adapted from Newsweek, Feb 9, 2009. URL: https://www.wendangku.net/doc/058463726.html,/id/182539

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体验商务英语综合教程3 第二版 双语对照版 Unit1 Made in Europe 欧洲制造 Almost every fashion label outside the top super-luxury brands is either already manufacturing in Asia or 5 thinking of it. Coach, the US leather goods maker, is a classic example. Over the past five years, it has lifted all its gross margins by manufacturing solely in low-cost markets. In March 2002 it closed its factory in Lares, Puerto Rico, its last company-owned plant, and outsources all its products. 除了顶级奢侈品牌外几乎所有的时尚品牌都已经在亚洲生产，或者正在考虑这么做。美国的皮革商品制造商蔻驰（Coach）就是一个经典的例子。在过去的五年中，它通过仅在低成本市场生产来提升毛利率。在2002年的3月，它关闭了在波多黎各拉雷斯的最后一间公司所属工厂，将所有产品全部外包。Burberry has many Asian licensing arrangements.In 2000 it decided to renew Sanyo's Japanese licence for ten years. This means that almost half of Burberry's sales at retail value will continue to be produced under license in Asia. At the same time however, Japanese consumers prefer the group's European-made products. 巴宝莉（Burberry）在亚洲持有许多许可授权安排。2000年它决定给日本三洋公司的特许授权延长十年。这意味着按零售价计算巴宝莉几乎一半的销售额将是亚洲授权生产的。但是同时，日本的消费者却偏好于该集团在欧洲生产的产

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外语系教案 第次课学时：授课时间：第周

Context: Unit 1 Title: Introductions The tone of a business relationship can be set by an initial introduction. It is important to make a good impression right from the first handshake. When meeting businesspeople for the first time, is it better to be formal or informal? If in doubt, advise students to adopt a more formal approach. Here are some points to remember when making business introductions in English-speaking Western countries: a.Introduce businesspeople in order of professional rank –the person of highest authority is introduced to others in the group in descending order, depending on their professional position. b.When possible, stand up when introductions are being made. c.If clients are present, they should be introduced first. d.The same and title of the person being introduced is followed by the name and title of the other person. PROCEDURES Lesson 1 Starting up Ss listen to four businesspeople and match the speakers to their business cards. Vocabulary 1: Job titles Ss list word as job titles or departments. Then Ss talk about their jobs or studies. Vocabulary 2: Nationalities Ss match countries and nationalities. Reading: Describing people This reading section can be completed in two parts. Ss can start preparatory work on the article about Phil Knight, the founder and CEO of Nike, and complete Exercise A. Lesson 2

综合商务英语3

Paraphrase 1.1 For twenty minutes,the terminal area was aswarm with activity as cars and lorries poured forth,customs people did their duties,and everyone made for the London road. P:The ferry port was busy with activities for twenty minutes.A lot of cars and lorries went in continuous stream out of the port,customs officers were busy doing their duties,and everybody was moving towards the London road. 1.2 I was socially and sartorially ill-suited for such an establishment and anyway it was clearly beyond my meager budget. P:The Churchill is such a luxurious hotel that it is only suitable for those rich people who are socially respectable and well dressed.For me,a poor man not well dressed,it is definitely not suitable.Besides I did not have much money to spend and could not afford it any way. 1.3 Further along Marine Parade stood a shelter,open to the elements but roofed,and I decided that this was as good as I was going to get. P:In the distance on the Marine Parade I found a structure with a roof although it was exposed to natural forces.I decided that it could serve my purpose and would be as good as a room in a

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How to Attend a Meeting会议妙诀 To really succeed in a business or organization, it is sometimes helpful to know what your job is, and whether it involves any duties. Ask among your coworkers. "Hi," you should say. "I'm a new employee. What is the name of my job?" If they answer "long-range planner" or "lieutenant governor," you are pretty much free to lounge around and do crossword puzzles until retirement. Most jobs, however, will require some work. There are two major kinds of work in modern organizations: Taking phone messages for people who are in meetings, and, going to meetings. Your ultimate career strategy will be to get a job involving primarily No. 2, going to meetings, as soon as possible, because that's where the real prestige is. It is all very well and good to be able to take phone messages, but you are never going to get a position of power, a position where you can cost thousands of people their jobs with a single bonehead decision, unless you learn how to attend meetings. The first meeting ever was held was back in the Mezzanine Era1. In those days, Man's job was to slay his prey and bring it home for Woman, who had to figure out how to cook it. The problem was, Man was slow and basically naked, whereas the prey had warm fur and could run like an antelope. (In fact it was an antelope, only nobody knew this.) At last someone said, "Maybe if we just sat down and did some brainstorming, we could come up with a better way to hunt our prey!" It went extremely well, plus it was much warmer sitting in a circle, so they agreed to meet again the next day,and the next. But the women pointed out that the men had not produced anything, and the human race was pretty much starving. The men agreed that was serious and said they would put it right near the top of their "agenda". At this point, the women, who were primitive but not stupid, started eating plants, and thus modern agriculture was born. It never would have happened without meetings. The modern business meeting, however, might better be compared with a funeral, in the sense that you have a gathering of people who are wearing uncomfortable clothing and would rather be somewhere else. The major difference is that most funerals have a definite purpose. Also, nothing is really ever buried in a meeting. An idea may look dead, but it will always reappear at another meeting later on. If you have ever seen the movie, Night of the Living Dead2, you have a rough idea of how modern meetings operate, with projects and proposals that everyone thought were killed rising up constantly from their graves to stagger back into meetings and eat the brains of the living.