商务英语之(3.ppt

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1、12(a.)提出问题：提出问题：“Why we need greetings?”首先, Well begun, half done (好的开始是成功的一半), 因而自我介绍与问候语对于留给别人良好的第一印象相当重要,其中,语言及非语言因素都是不可忽视的.比如:1. Shaking hands powerfully (握手要有力). 用力握着对方的手并上下摆动是表示衷心欢迎的意思, 而eye contact (眼神的交流) 也是有诚意的表现.2. Exchanging name card after shaking hands (握手后交换名片). 国人在商场交际有交换名片的习惯, 但西方人并不

2、常带名片, 因而与外国人初次打交道时, 不要急着拿出名片, 以免对方困惑.3其次，要充分了解西方国家商业礼仪中的其次，要充分了解西方国家商业礼仪中的Dos&Donts.Dos: 1. 看着对方的眼睛握手. 第一印象在握手问候时就已大致决定, 同时对你公司的印象也就决定了. 别难为情, 自己先伸出手来吧, 并大方地跟对方打招呼, 注意要看着对方的眼睛喔! 不过若对方是女性, 只有在对方先伸出手时方可握手. 2. 轻松互叫名字. 除非双方地位悬殊, 则都希望能早点直呼名字. 要注意到的是, 有部属在时, 若你向对方说: Just call me George. 但是你的部属一直叫你Mr. Lin时

3、, 对方是很难叫你George的. 3. 握手之后交换名片. 双手过于恭敬地递上名片是毫无必要的, 且握手之前不宜交换名片. 另外, 有的人不是在刚介绍完而是在将告辞时才递上名片, 且欧美人士不太习惯交换名片, 常会忘记这一点. 因此, 最好是在握手之后,立刻拿出名片. 44. 对任何人都彬彬有礼. 与欧美人士相处时, smile和thanks是不可少的, 但不可太刻意, 与其一味的正经八百, 不如轻松自如,倒能谈成生意. 但当着客户的面, 大声责骂饭店职员, 或大声使唤餐馆服务员, 或傲慢地对待自己的秘书与部属, 对于留给人良好的印象而言,都是非常忌讳的. 5. 致谢信函是必须的.在出差后,

4、 给曾帮助接待的机构和人员写Thanks letter是很重要的.不善于写信的人, 用漂亮的明信片替代也可以. 最好是亲笔书写且措辞诚恳.想答谢的人很多, 又无法给全部人写信时, 把所有人的名字都写在信中就可以了.而开头的Dear John与结尾的Sincerely yours, 最好能用手写.5(b.) Whatre the common key expressions of greetings? 寒喧中有哪些重要的表达方式呢?開始正题前的闲聊话题例举如下開始正题前的闲聊话题例举如下:其中, Q=Question(问) A=Answer(答) R=Reply(回应)1. Sporting (

5、关于運動類)A.Q: Do you like baseball?A: Yes, Im a real fan.Q: Would you like to go to a game?A: Sure, Id like to go with you!问: 你喜歡棒球嗎?答: 喜歡, 我是真正的球迷啊.问: 你想不想去看一場球賽呢?答: 這個當然沒說的,我正想和你一起去.6B. A: I saw the football game on TV last night.Q: What did you think?A: It was really exciting.答: 我昨晚在电视看了一场足球赛.问: 你觉得

6、怎样?答: 真是非常过瘾.C. Q: Whos playing tonight?A: The Giants and the Tigers.Q: Which team do you like?A: Of course the Tigers I like more.问: 昨晚是谁在比赛啊？答: 巨人队和老虎人。问: 你喜欢哪一队呢？答: 当然我更喜欢老虎队啦。72. Weather (关于天气類)A. Q: Are you planning to go to the fair this weekend?A: Yes, I hope the weather is good.R: The foreca

7、st is for sunny skies.A: Thats good news to me!问: 这个周末你计划去看商展吗?答: 是的，我希望会是个好天气.答: 气象预报说会是个好天气.答: 对我来说真是个好消息啊!8B. Q: Its a beautiful day!R: Yes, the suns out and the sky is blue.Q: Is this typical October weather here?答：真是个很棒的天气！回：是啊！出太阳了，天空真蓝。问：这就是这儿典型的十月天吗？C.A: Its really cold.R: Its supposed to sn

8、ow this afternoon!A: I wonder how the weather is in Japan now.答：真是好冷啊！回：今天下午好像會下雪!答：不知道现在在日本是怎么样的天气啊？9 3. Working go up & down (关于上下班一族类)A:Q: Where do you live?A: In Greenville.R: That must be a long commute in the morning.问: 你住在哪儿?答: 在Greenville.回: 那麼你早晨上班一定很花時間了. 10B:A: Traffic was very bad today.

9、Q: Do you drive to work?A: No, I come to work by bus.答: 今天交通堵塞得可真历害!问: 你开车去上班吗?答: 不, 我搭公共汽车上班.C. Q: Did you have any problem getting home yesterday?R: No, why do you ask?A: Some trains were delayed.问: 你昨天回家时有没有碰到什么问题?回: 没有，你为什么这么问?答: 只是有些火车误点了.114. Background of living (关于邻近事一類)A Q: Do you like your

10、 new neighborhood ?A: Very much. There s a wonderful park nearby.R: It sounds perfect for your kids!问: 你喜欢你新居的邻近环境吗?答: 很喜欢, 附近有一个很好的公园.回: 听起来这对小孩子是最好了.12CQ: How is your new house?A: Its very nice, but the neighbors are a little noisy.R: Thats too bad!问: 你的新居如何?答: 很好, 但是附近的鄰居稍微有點兒吵.回: 那太遗憾了.BQ: Is yo

11、ur station an express stop?A: Yes, It takes only thirty minutes.R: Thats great!问: 快车在你们这儿的车站停吗?答: 停, 到这儿只需三十分钟.回: 那太好了!135. Holiday (关于度假類)A. Q: Are you going somewhere for the holidays?A: Were thinking of driving to Washington.R: Thats sounds like a good idea.问: 你准备到什么地方度假呢?答: 我们想开车去华盛顿.回: 这个主意听起来蛮

12、不错的.14B. Q: Have you been to Hawaii?A: Not yet.R: Its beautiful there.问: 你去过夏威夷吗?答: 还没有呢!回: 那儿很漂亮的.C. Q: Did you know theres long weekend next week?A: No, I didnt.R: Monday is a national holiday.问: 你知道下星期有连休吗?答: 不, 我不知道.回: 星期一是固定假日.156. Hobbies of movies, reading, music, etc. (关于电影，阅读，音乐等兴趣爱好類)A. Q:

13、 Have you seen any movies in the States yet?A: I saw “Batman Returns”.Q: How was it?A: Its wonderful!问: 你来美国看过什么电影?答: 我看过“Batman Returns”.问: 你觉得怎么样?答: 不错!16B.Q: Do you like mystery books?A: Yes, especially The long Goodbye by Raymond Chandler.R: Ah, yes, thats one of my favorites, too.问: 你喜欢看推理小说吗?答

14、: 很喜欢,特别是Raymond Chandler 写的那本一书.回: 啊? 那可是我也喜欢的其中之一啊!C.Q: Do you like rock music?A: I like some rock music.R: If youre interested, Prince is playing here in May.问: 你喜欢摇滚乐吗?答: 有些我是喜欢的.回: 假如你有兴趣的话, Prince乐队五月会来这儿表演喔.177. Job (关于工作類)A.A: I heard you are getting a raise.R: In fact, from next month.A: Co

15、ngratulations!答: 听说你要如薪了.回: 事实上是从下个月开始.答: 恭喜你!18B. A: Were getting new computers next week.Q: Oh, really? What kind of computers?A: IBMs.答: 下星期我们会有新电脑进来.问: 噢, 真的吗? 哪一种电脑?答: 是的.C.Q: Its warm in here, isnt it?Q: Yes, Do you think the air condition is broken?A: It must be.问: 这儿很热, 是不是?问: 是的, 你想冷气机是不是坏了

16、?答: 我想一定是了.198. Business lunch (关于商业午餐類)A. Q: Would you like to join us for lunch?A: That would be very nice.Q: Do you like Italian food?问: 请问你愿意跟我们一块吃午餐吗?答: 很好啊!问: 你喜欢吃意大利菜吗?20B. Q: Did you like your meal?A: It was delicious, but I got so full.I couldnt finish.Q: Yes, the sausages were large, weren

17、t they?问: 你喜欢吃你的餐点吗? 答: 非常好吃, 但是我吃饱了, 所以没法子吃完.问: 对了, 香肠太大了, 是不是? C.A: Im taking our client to the restaurant you recommended.R: You should try the salmon steak there.A: Yes, Ive heard its delicious.答: 我正要带我们的客户去你推荐的餐厅.回: 你应该试试那里的鲑鱼排.答: 是的, 我听说非常好吃.219. News (关于新闻類)A.Q: Did you see the news last nigh

18、t?A: Yes. That earthquake was terrible.R: Its a real tragedy.问: 你昨晚看新闻了吗?答: 看了, 那个地震好可怕.回: 真是悲惨极了.22C.A: The trade agreement has been signed.Q: Oh, really? I didnt hear that.A: It was on the radio this morning.答: 已签了贸易协定.问: 噢, 真的吗? 我没听说.答: 今天早上收音机报导过.B.Q: What do you think about the news on the EC?A

19、: I think this will affect South Asia greatly.R: I think youre right.問: 歐洲共同體的新聞你認為如何?答: 我想會給東南亞地區帶來很大的影響.回: 我想你說得對.2310. Family (关于家庭類)A.Q: How do your kids like school here?A: Well, its difficult, but theyre making a lot of friends.R: Thats good.问: 你的小孩喜欢这儿的学校吗?答: 嗯, 很难, 但是他们已经交了许多朋友.回: 那很好.24C.A:

20、 I went to my sons sports day yesterday.Q: Did he win any races?A: No, but he finished third in the obstacle course.答: 昨天我去过我儿子的运动会.问: 他有没有赢得任何项目?答: 没有, 但在障碍赛方面他得了第三名.BQ: Where are you from originally?A: Im from a small town in Ohio.R: Oh, really? Whats the name of the town?问: 你的小孩喜欢这儿的学校吗?答: 嗯, 很难,

21、 但是他们已经交了许多朋友.回: 那很好.2511. Party (关于宴会類)A. Q: Did you enjoy the party?A: Very much, thank you.R: We were glad you could come.问: 这次宴会你玩得愉快吗?答: 非常愉快, 谢谢你.回: 我们很高兴你能来.B.Q: My wife and I are having a party on Saturday, Would you like to come?A: That would be very nice. Thank you.R: Please ask your wife

22、to come, too.问: 我们夫妻要在星期六开个宴会. 请你来参加好吗?答: 那一定很棒, 谢谢你.回: 请你太太也一起来吧.26寒暄过后, 该进入正题了, 以下几种见面方式是否能让你对“打招呼”有了更多的认识?(一).Greetings at the reception.（在服务台见面）S: Secretary V: Visitor ATTITUDE(态度)a: 立刻及友善地招待客人, 对客人须亲切, 微笑的打招呼;b: 鉴定来客身份, 清晰判断客人是否需要与上司见面;c: 招待到访客人;d: 对态度恶劣的客人必须保持冷静及友善,在需要时征询上司意见;27OPERATION ：具体做法

23、以客人的身份不同而采取不同的处理方式：具体做法以客人的身份不同而采取不同的处理方式1、 相熟而有预约的客人（A familiar person with an appointment）情景一、 B: Boss S: Secretary V: Visitor S: Good morning, Mr. Chan, How are you？(早上好,陈先生,你好吗?)V: Fine, thank you. Ive an appointment with Mr. Chow. (很好,谢谢!我与周先生有约.)S: Oh, Mr. Chow is expecting you, Ill inform him

24、 that.youre here (By internal call), Mr. Chow, Mr. Chan is here(噢,周先生正恭候你呢, 我会转告他你来了.(以内线电话打進)周先生, 陈先生已来了.)B: Please send him in. (请他进来.)S: Yes, Mr. Chow.(turn to the visitor)please go right in. (是的,周先生.(对客人說)请进.)282、 相熟而没有预约的客人(A familiar person without an appointment) 情景一: S: Secretary V: VisitorV

25、: Good mooring, Ms Wong, Id like to see Mr. Chow for a short moment.(早上好,黄小姐,我想和周先生会面一会儿.)S: Nice to see you! Mr. Chan, let me see, if he is available.(很高兴见到你,陈先生,我看看他是否方便)S: Would you wait just a moment, please? By the way, is it urgent?(请稍候.啊,你的事很紧急嗎?)V: Yes, Its an urgent matter.(是的,是紧急事情.)S: Alr

26、ight, let me just get Mr. Chow on the line.(好的,让我用电话通知他)V: Thank you.(谢谢!)293、 有预约而初次会面的客人有预约而初次会面的客人（Stranger with an appointment）B: Boss S: Secretary V: Visitor V：Good afternoon，I have an appointment with Mr. Chow at three. (午安，我和周先生约好了三点见面)S：Can I have you name first? (请先告诉我你的名字，好吗?)V：David Lo of

27、 ABC Company，Heres my card.(我是ABC公司的卢大伟，这是我的名片.)S：Thank you. Ill inform Mr. Chow that youre here. (谢谢！我会转告周先生你来了.)S: Would you like to have a seat over there for a moment, please?(请稍等好吗?)S: Mr. Lo, Mr. Chow is occupied in an urgent meeting. (卢先生，周先生正在开一个紧急会议.)S: Would you mind waiting ten minutes? (

28、你介意等候十分钟吗?)V：No problem, Ill wait for him.(好的，我等他吧.)S：Thank you！(谢谢!)304、 没有预约而初次见面的客人没有预约而初次见面的客人(Stranger without an appointment)情景一: B: Boss S: Secretary V: Visitor V: Hello, Id like to see Mr. Chow, please. (你好!我想和周先生见面.)S: Do you have an appointment , sir? (先生你有预约吗?)V: No, I dont to see him jus

29、t for a second. (没有,但只需见面一会儿.)S: May I have your name , please? (请告诉我你的名字,好吗?)V: My name is David Wong. (我是黄大卫.)S: Can I ask what you wish to see him about?(请问你有什么事找他?)V: Id rather explain that to him directly. (我想直接向他说明.)S: Im sorry , but Im told to ask that information from every caller.(抱歉,我奉命询问每

30、位来访者的来意.)V: I see, well, Im from ABC News Daily and Im wondering of he is interested in placing supplements in our newspaper.(原来如此,嗯,我是来自ABC日报.我想知道他有没有兴趣在我们日报内刊登特刊. )31S: I see. Just a minute, please. (啊, 原来是这样,请等一会吧!)S: (use intercom)Mr. Chow, Mr. David Wong of ABC News Daily is here to see you. He

31、 wants to know if you are interested in palling supplements in his newspaper.(用内线电话打入)周先生, ABC日报的黄大卫先生来此想见你, 他想知道你有没有兴趣在他们日报内刊登特刊.)B: Well, Its quite interested. Ask him to come in. (嗯,这主意不错!让他进来吧.)S: All right ,Mr. Chow (to the visitor) Mr. Wong, please go right in.( 好的,周先生.(对客人說)黄先生,请内进.)V: Thank

32、you. (非常谢谢你!)325、 拒绝访问拒绝访问(Refusing a visitor)情景一: S: Secretary B: Boss V: VisitorV: Good morning, Id like to see Mr. Chow, please.(早上好，麻烦你，我想与周先生见面)S: Have you scheduled for an appointment with him?(你与他有预约吗?)V: Im afraid not. (恐怕没有.)S: Can I have your name, please? (请问你贵姓?)V: My name is Susan Chan,

33、 Im a journalist from ABC News.(我是陈苏姗,是ABC日报记者.)V: Could your boss spare me a few minutes for an interview?(我能否与你上司作一个简短访问?)S: I see. Just a moment, please.(原来如此,请稍候.)S: (Use internal Call). Mr. Chow, Ms Susan Chow of ABC News is here, she wants to have a short interview with you.(用内线电话打入) 周先生,有位ABC

34、 日报的陈小姐,她现在想见你,并想与你作个访问.)33B: Oh, I see, Im ready to go out. Please tell her if she wants to have an interview with me, she should ask for an appointment in advance.(噢,是这样,我现在正准备出外开会,请告诉她如想与我作访问需与我预约) S: Yes, Mr. Chow, (to the visitor). Ms Chan, Im sorry, My boss is going out for a meeting now and c

35、annot talk to you. Could you make an appointment for another day?(是的, 周先生.(对客人說) 陈小姐,很抱歉,我的老板要去开会,你能预约另一天吗?)V: How about tomorrow morning? (那明天早上可以吗?)S: I think it will be alright. But please leave your name card and I will confirm the meeting with you this afternoon.(我想沒有问题,请留下名片, 我会在今天下午与你确定.)V: T

36、hank you, goodbye. (谢谢你,再见.)346.接待访客接待访客 (Hosting a visitor）情景一: S: Secretary V: VisitorV: Good afternoon, Im John Lee and Ive scheduled.a meeting with Mr. Chow at three o clock.(午安, 我是李约翰, 我与周先生约好三点钟会面的.)S: Nice to see you, Mr. Lee. Im Mr. Chows secretary. Would you please take a seat? Ill tell Mr.

37、 Chow youre here. Mr. Lee, Mr. Chow said he will be here in a minute.(李先生, 很高兴见到你, 我是周先生的秘书.你请坐,我通知周先生你到了.李先生, 周生说他很快就进来.)V: Thanks. (谢谢.)S: Would you like something to drink, tea or coffee?(你要不要喝点什么, 荼还是咖啡?)V: Yes, Id like a cup of coffee, please. (好的, 请给我咖啡吧.)S: Cream and sugar? (要加牛奶和糖吗?)V: Oh, y

38、es , Thank you. (好的, 谢谢.)357. 接机接机 (Meeting clients at the airport)情景一: S: Secretary V: VisitorS: I believe you are Mr. David Chan. (我想你就是陈大卫先生吧.)V: Yes, Are you Mr. Chows secretary? (是的, 你是周先生的秘书吗?)S: Yes, sir, welcome to HK, Mr. Chow asked me to come here in his place to pick you up. My name is Su

39、san.(是的,先生.欢迎你到香港来.周先生要我代替他来接你的,我的名字是苏珊.)V: Thank you.(谢谢。)S: Do you need to get back your baggage? (你需要去拿你的行李吗?)V: No, I dont, Ive brought a briefcase here.(不,我只带了一个公事包来.)S: Mr.Chan,our company car is just over there.(陈生,我们的车就在那边.)V: Oh, I see. Thank you for your hospitality.(好的,谢谢你的熱情安排.)S: My ple

40、asure. By the way, did you enjoy your trip?(乐意效劳.對了, 你的旅途愉快吗?)V: Yes, I did.(不錯!) 368.带领访客参观公司带领访客参观公司 (Giving a company tour )情景一: S: Secretary V: VisitorS: Mr. Lee ,welcome to our company. Im here to give you a quick tour of our operations.(李先生, 欢迎光临本公司, 今天我将带领你参观本公司.)V: How many employees does yo

41、u company here? (贵公司有多少雇员?)S: Weve about a hundred and ten employees. (大约有一百一十位员工.)V: Is this your design division? (这是你们的设计部吗?)S: Yes, it is ,we use the computers here to produce the designs.(是的, 我们是用這些电脑來制造设计图.)V: Oh ,I see ,but wheres the sales and marketing department?(噢, 原来如此, 那销售及市场部呢?)S: Sir

42、,theyre in another floor. Mr. Lee, This is our lounge area.(先生, 他们在另一层. 李先生,这里是员工休息室.)V: It looks very nice and comfortable. (这里看来很美及舒适.)S: We like to think so . Lets down and here a drink first.(我们也觉得这样, 让我们先坐下喝些饮品好吗?)V: Good idea!(非常好的主意!)37(二二)介绍上司及同事介绍上司及同事(Introduction of your colleagues) 你可根据介

43、绍的人数多少你可根据介绍的人数多少/身份身份/头衔头衔/性别等因素來考虑应注意细节性别等因素來考虑应注意细节A：你一次性介绍一个人認識另一個人如:Mr.-, this is . (某先生, 这位是某人.) B：你一次性介绍许多人相認識如:Id like to introduce you to our staff. (我想把我的同事介绍给你.)C：把自已人介绍给外人認識 (Introduction of familiar to stranger）D：把晚辈介绍给长辈 (Introduction of younger to older)E：把男同事介绍给女同事 (Introduction of m

44、ale to female)F：介绍职位名称跟它的责任范围相关由高至低介绍 (Introduction of charging）G：交换名片（Exchanging business/Calling name card）注意: 在介绍的过程中,将相关资料如被介绍者的姓氏,部门,职称,特征等背景资料清晰传达给对方. 别忘了,交换名片之前,要先行握手.38情景一：L: Mr Lee C: Mr Chan F: Mr FungL: Hello! Mr chan, how are you? (陈先生, 你好吗?)C: Fine.Thanks (非常好, 谢谢!)L: Mr chan, may I int

45、roduce Mr Fung? (陈先生, 我介绍冯生给你认识?)C: Certainly. (好的)L: (to Mr Chan)This is Mr Fung, the Managing Director of ABC company , (To Mr. Fung ) This is Mr. Chan, the Chairman of XYZ Group. (向陈生說)这是冯先生, 他是ABC公司的行政总裁. (向冯生說)这是陈先生, 他是XYZ集团主席.)F: Glad to meet you, Mr. Chan . Heres my card.(陈先生, 很高兴认识你, 这是我名片.)

46、C: How do you do ? Mr. Fung, Lets keep in touch. (你好吗? 冯先生, 请保持联络.)39情景二：L：Mr. Lee C：Mr. Chan F：Mr. FungL：Hello, Mr. Chan. (嗨! 陈先生.)C：Hi, Mr. Lee , how are you? (李先生, 你好吗?)L：Fine. Hes been a long time since we last met. (我们很久没见面.)L: Hows your business? (你的生意好吗?)C：Everything is going well. Thank you.

47、 (一切很好, 谢谢!)L：Mr. Chan, have you met Mr. Fung before? (陈生,你认识冯先生?C：No, we havent met before.(不, 我们未见过面.)L：Then let me introduce Mr. Chan, the chief Editor of ABC News(那我介绍冯先生给你认识吧, 这是ABC日报的总编辑陈生.)F：Its a pleasure to meet you, Mr. Chan.(陈先生, 很高兴认识你.)40情景三：L：Mr Lee F：Mr FungL：Excuse me, are you Mr. Fu

48、ng? (请问你是冯先生吗?)F：Yes, I am. (正是.)L：Im Peter Lee . Im a friend of David Chan. (我是李彼得, 是陈大卫的朋友.)F：Oh, Mr. Lee, Pleased to meet you, how do you do ? (啊! 李先生, 很高兴认识你, 你好吗?)L：Its nice to meet you. Mr. Fung. (冯先生, 我也很荣幸认识你.)41Key words & dictionaryGreetings 问候business card 名片 Introduce 介绍 Letter of recomm

49、endation 推存信Letter of reference 介绍书 appointment book 记录本Keep in touch with sb 与某人保持联系 Interested in 对感兴趣 Company tour 参观公司 Be in Charge of 负责职务Take the elevator/ Lift 乘电梯（升降机） This way,please 这边请 Passenger elevator 旅客升降梯 Take a seat 请就坐 Lift (屋村/写字楼/楼房的电梯) Elevator (商场、超市、地铁、车站、机场的升降梯)42Floor楼层：Firs

50、t Floor (美国的)第一层，（英国的）第二层G/F=Ground Floor (英外)第一层 或 (中)一楼 1/F=First Floor /Level one (英)第二层或二楼B/1=Basement One 地下一楼 shipping mall/center（地下室，地下停车场，超级市场、购物中心）Level 1=1/F (二楼) 而 Level O = G/F (地面一楼)中国人Concept=Foreign Concept + 1 (因為中国人習慣从1开始数到10，而外国人則从0开始数到9)各國數字表示的不同可從各國的数学(Mathematic)文化發現Chinese ：1-