商 务 英 语P 东方剑桥应用英语系列◇◇◇2 for a job in an office, it is usually best to wear a dark-colored, conservative suit (for both men and women).4) Good interview etiquette means some important interview etiquette tips like “Be on time for your interview”, “Be aware of your body language” and “Keep the interview positive”.5) Because preparing some questions about the business, the position, the requirements, the expectations of the person who will fill the position and so on shows you are truly interested in the position and also helps employers know that you have all the information you need to make a decision, if offered the job.6) You should send the interviewer a thank-you note, thanking him or her for taking time to interview you. This is not only proper etiquette and a common display of appreciation, but it also allows you to reaffirm one or two key points of the interview. It also lets the interviewer know how interested you are in working for the company.VIII Follow-up Practice4.1) A: I see from your résu mé and application letter that you’ve had quite a lot of experience in salesalready.2) B: I know that your goal is to become the biggest provider of office suppliers in the country. Myknowledge and experience of the customer base can make a contribution to this goal. I would really enjoy the challenge of growing this business.3) A: If you were in my shoes, what sort of qualities you’d look for in your secretary?4) B: I feel that my experience and skills are a great match for the position and I could really makea positive contribution to your firm.5) B: I used to work in a small company. There was a lack of growth opportunities in a smallcompany. One of the reasons I’m so interested in your company is that you are a large company dealing in international trade. I feel that I would have more scope for personal development in your company and that the work will be more challenging for me.6) B: I’m disciplined and determined. I believe these strengths strongly contribute to my success insales. My w eakness? I suppose I’m a bit of a perfectionist. I’m usually dissatisfied with what I’ve done and always think I can do it better in a different way.7) B: I would expect the standard rate of pay at your company for a person with my experiencesand educational background.8) A: You’ll hear from us soon. After we’ve interviewed all the applicants, we’ll make ourfinal decision. We will telephone you. It has been a pleasure to talk with you.Key to ExercisesUnit 2 Business Phone CallsII Listening Task1.2) Introduce yourself and your company.3) Express gratitude.4) State the purpose of your call.5) Schedule a meeting.6) Use the alternate-of-choice questioning strategy.7) Thank them for their time today and for the upcoming appointment.8) Follow up.2.1) They are expected to follow certain rules of etiquette to help make the experience pleasant andproductive for all those involved.2) You should first identify yourself and your company.3) The name of the person you’re trying to reach.4) You need to state the purpose of your call and then be sure to ask if you are calling at aconvenient time.5) You should make sure your first vocal impression is a good one by trying to answer the phone aspleasantly and professionally as possible.6) It might be easier on the listener to say, “Thank you for calling Pacific Edge International. Thisis Mary Robert. How may I help you?”7) You should speak clearly and slowly and leave your name, phone number, and a brief message.3.Telephone EnglishReasons for difficulties in making phone calls in a foreign language:1) You can’t see the person you are talking to;2) The person’s voice might be unclear;3) You might find it difficult to find the right words.Expressions commonly used in making phone calls:1) “Hold on” or “hang on” means “wait”.2) “Hang up” means “finish the call by breaking the connection”—in other words: “put the phonedown.”3) If you ring somebody up, you make a phone call.4) If you pick up the phone, you answer a call.5) “Put through” means to connect your call to another telephone.6) If you can’t get through to the person you want to talk to, you might be able to leave a message.7) “Call back” means to return a phone call.商 务 英 语P 东方剑桥应用英语系列◇◇◇4IV Reading Task1) Practising good business telephone skills helps encourage clear lines of communication, build rapport and avoid misunderstandings.2) (Open)3) (Open)4) (Open)5) (Open)6) Almost all the aspects can be improved by more practice.VIII Follow-up Practice4.1) ___________ such as taking orders, checking progress, contacting suppliers, requesting and giving advice, and hearing complaints, is done all over the telephone.2) ___________ establishing a positive telephone image is obviously important to the success of the company.3) ___________ you don’t n eed to spend time talking around the subject. Just get to the point as you would in a business letter.4) B: I’ m very sorry. Our manager is tied up at the moment. If you leave your name and phonenumber, I’ll have him call you back as soon as he’s availab le.5) B: ___________ and I’m calling to see if you have any time to meet with me to discuss aboutyour purchasing plan for the next year. Will you be free sometime next week?6) A: ___________ May I ask who’s calling?B: ___________ Could you tell me where I can reach him?A: ___________ Could you call back later or would you mind leaving a message?B: I think it’s better for me to leave a message. But it’s important and urgent. Please make surehe gets this message.A: ___________ I’m sure to pass your messages to Mr. Johnson.B: ___________ that due to some sudden changes, do not fill out any orders for ABC Companyuntil further notice? It’s very important. I’ll explain later.Unit 3 At the MeetingII Listening Task1.1) Meetings are communicating with an audience in a format in which more than one individualcome together to introduce, review, or decide something.2) Because new technologies have emerged and become less expensive and more popular.Key to Exercises3) The use of audio and video conferencing over the Internet4) People prepare what they will need for the meeting, like spreadsheets, graphs, or a PowerPointpresentation.5) Businesses now often have to make strategy and plan and take action quickly. So the peopleinvolved have to come together in some form, review the situation, and make a decision. More and more, these people are in different places, and may even speak different languages.2.your job / involved / several times / function / workplace issues / co-ordinate / work groups / negotiate sales / business arrangementsbenefits / encourages / keep up-to-date / better planning / sections / share ideas / team spirit / consensus / problem solving.Different situations / problem / transacted / leadership style / conferences / general staff meetings / meetings to give instructions3.1) Discuss the two most important issues2) The renovation of our laboratory3) Selection of the design team for the PWC project4) Two hours5) After everyone has given their opinionIV Reading Task1) A written agenda is used as a way of organizing a meeting.2) When you are simply making some announcements. In such cases, memos or emails can do thejob better than meetings.3) They are problem solving orientation, defining the problem, generating solutions (brainstorming),choosing a solution and do and review.4) There are people in the meeting that have no interest in solving the problem at hand. Of coursethis is a huge problem and the meeting should not proceed until everyone has a problem-solving attitude.5) We can have a tracking sheet for conducting meetings which may consist four elements—announcements, problem solving components, bonding stuff and power struggle stuff.6) You can review how the performance went, and pay attention to areas where you might improve.VIII Follow-up Practice4.1) __________ pool all the participants’ ideas and suggestions for a common purpose, which mayfunction in several ways like solving problems, making decisions, sharing information and other kinds.商 务 英 语P 东方剑桥应用英语系列◇◇◇6 2) __________ Then, on the basis of such understanding, the participant should think about the relevant points to be prepared and brought up at the meeting. Sometimes, he may need to do some research work to confirm his opinions for the coming meeting.3) __________ one should exercise a good control over the meeting, which covers different stages at a meeting: control at the very beginning, control during the meeting and control at the end.4) __________ Before we begin I should like to say that I hope the meeting will be constructive and have a positive outcome.5) __________ Basically we’ve got three issues to decide: first the date, secondly the location and finally the conference facilities. Let’s start with the date.6) __________ The first item is a dis cussion of management’s proposals on flexitime and the second item is the work arrangement for the coming holiday.7) Since we do not seem to be able to resolve this difference now, __________8) __________ discuss the details concerning the new product development at our next meeting next Wednesday. If there’s nothing else to discuss today, we shall call it a day.Unit 4 Business PresentationsII Listening Task1.career / expects / oral presentations / students / realize / in business / smaller ones / superiors / colleagues / various kinds of meetingscosts / immense / earning big salaries / incompletely and inefficiently / lost / communicated / fail / implemented /Technology / physical characteristics / interactive computer or television / communicators / verbal and nonverbal / possible / a critical communication competency2.1) How to overcome presentation nerves.2) Because the more you are aware of them the more that you can actually start to overcome them.3) Preparing yourself for your presentation4) Breathing5) To imagine that the presentation has just taken place – and that it was successful.6) Because you can practice and assess your timekeeping, body language (such as eye contact and hand gestures), voice projection, pace of speech and logical order of content by rehearsing your presentation.3.1) San Francisco, USA2) mechanical testing and simulation equipment3) the US, France, Germany, and AustraliaKey to Exercises4) 2 880 worldwide4.CEO-1 General Manager-2 Human Resources Director-3General Mana ger’s Secretary-4 Sales Manager-5Finance Manager-6 Technical and Quality Manager-7Marketing Manager-8 Customer Service-9Noise and Vibration Division-10 Purchasing and Planning-11R&D-12 Quality-13Shipping-14 Assembly-15 Mechanical Engineering-16Electronics-17 Software Engineering-18IV Reading Task1) Understanding the makeup of your audience can help you give a presentation in an appropriate way as different audience may have different expectations or requirements.2) A presentation script can help you to deliver your presentation in a well-structured and professionally developed way.3) It generally consists of four basic parts, an opening, body, summary and closing.4) Visual aids help audiences engage with the material you cover and offer critical reinforcement for both your main points and your supporting evidence. They can also act as a memory spur to help you stay on track when you’re standing in front of your audience. Used well, visual aids can enhance understanding of the topic, add variety, support your claims, reinforce your ideas and give your presentation lasting impact.5) On the presentation, you need to arrive and set up early and make sure everything you need for the presentation is ready.6) (Open)VIII Follow-up Practice2.1-g 2- c 3-i 4-a 5-f 6-i 7-c 8-a 9-d 10-e11-f 12-h 13-j 14-e 15-b 16-g4.1) __________ and then I’ll talk about our market share of our product in some major countries.Finally I’ll talk about our main customers an d future plans.2) __________ so I intend to briefly run through the four P’s for the new videophone model theproduct, the place, the price and the promotion.3) __________ I have no doubt this product will not only open up a new sector of the market butensure long-term growth and prosperity of our company.4) __________ this new product represents a significant market opportunity for the company with商 务 英 语P 东方剑桥应用英语系列◇◇◇8 its ability to open up a new sector of the residential market.5) __________ and has now become a diversified company dealing mainly in international trade, international transportation, labor export, real estate and so on.6) __________ We have improved our R&D department and enlarged our product lines to include washers and dryers, refrigerators, and microwave ovens. Our electric appliances are geared toward households with high efficiency but minimal space.7) __________ I’ll elaborate on how we designed our product. And then I’ll bring out our demonstration model so you can have a look. Finally, I’ll tal k about the marketing strategy for this product.8) __________ has excellent quality, reasonable price, unique design and a predicable large circulation.Unit 5 Business TravelII Listening Task1.Tips for Travelling Abroad2) Register so the department concerned can better assist you in an emergency.3) Familiarize yourself with the local laws and customs of the countries to which you are traveling.4) Make 2 photocopies of your passport identification page.5) Leave a copy of your itinerary with your family or friends at home6) Notify by phone or register in person with your embassy or consulate upon your arrival.7) Don’t leave luggage unattended in public areas. Don’t accept packages from strangers.8) Don’t be a target!9) Deal only with authorized agents when you exchange money or purchase art or antiques.10) If you get into trouble, contact the embassies and consulates abroad.2.to a distant location / an event / mindful of / packing / driving yourself /the cost of the travel / an economy or coach plane ticket / the least expensive / coach group / a seat or place / leg room and amenities / laptop computer / the business class or coach / the economy coach / the first class / a hotel or an airline / the venue / conference / a hotel and airportbook a flight / destination / a couple of hours / give yourself time to rest / rethink all the things 3.Destination:the States Title:Mrs. First Name:Sarah Passport Number:G0456780 Date of Departure:FlexibleKey to ExercisesSeat Type: AisleArea: Non smokerTicket Type: Business classVisa: Validity: three monthsMeans of Payment: CashSpecial Requirement: order vegetarian meals for the flightIV Reading Task1) Business travel will certainly be curtailed and businessmen/women will prefer to stay at theirwork place or maybe home, instead of embarking on a grueling travel schedule.2) Business travel is required at certain times when the mode of interaction is more discussion thanmere information exchange and presentation because human touch is irreplaceable.3) Business traveling enables face-to-face, first-hand communication and interaction, whichensures better business and thus means more business travel to firmly bind business relationships; videoconferences are more convenient and easy, but they lack the human touch, thus being cold, impersonal and ineffective in contrast.4) Because the MICE (meetings, incentives, conventions and exhibitions) market are also growingglobally and companies look at travel as a powerful incentive tool for employees.5) (Open)VIII Follow-up Practice4.1) B: I’d like to book an open return ticket from Hangzhou to Melbourne for this Saturday.B: The Flight 208 is too early for me. I’m afraid I can’t make it. How about Flight 210, leaving at 14:30?B: I’d like an open return business class ticket.2) __________ I was told that all the rooms in your hotel had been booked up last week. I wonderwhether any reservations have been cancelled now. If available, I’d like to book a single room.3) __________ I’d prefer a queen size bed, if that’s possible. By the way, does my room have acomputer socket and Internet connection?4) __________ My secretary made a reservation ten days ago in my name. She sent a fax to yourhotel to reserve a suit of two rooms for three nights.5) __________ a conference room that can accommodate 80 to 90 people, with sound equipment,overhand boards or screen and it should be also equipped with a television set and a video recorder.6) __________ I’d like to change some US dollars into local currency. What’s the exchange ratetoday?商 务 英 语P 东方剑桥应用英语系列◇◇◇10 Unit 6 Building Business RelationshipsII Listening Task1.international trade / seek clients / sellers / buyers.commodities / petroleum & rare metals / market / exercise control / exchange / awarding / restricting / export merchant / import merchant / export company / export sales / available / counterparts abroad / approached / channels / chambers of commerce / trade fairs / the Internet 2.2) Mind your net etiquette. not to convey the “wrong” messages , use non-verbal cues, be clear3)Ask, don’t demand. in a nice and polite manner, ask nicely4) Get in touch regularly. get in touch every week or so, spend more time developing those accounts5) Be personal. be a real and genuine person, no need to talk business all the time3.1) He sent Ms. Chen a letter seeking for business cooperation2) His purpose was to explore the possibility of establishing business relations.3) He learned about Ms. Chen’s company from his Commercial Counselor’s Off ice in China.4) Electronic products.5) He said that their prices compare very favorably with the prices of the same kind of products on the international market.6) It’s still too early to say that. She will first go to see their exhibits, then study the ir catalogue and decide what items she is interested in. Then they will have further discussions tomorrow.IV Reading Task1) Thoughtful consideration of the interests and feelings of others and minimising misunderstandings.2) Because manners will point to your inner character. Appropriate business etiquette promotes positive traits. Examples are open.3) A reputation for delivering what you say will deliver goes a long way in the business world. A reputation for integrity is slowly gained but quickly lost.4) Because they lay foundations for a strong business relationship.5) Dressing appropriately, standing and sitting in the right place at the right time, good posture and looking physically presentable.6) (Open)VIII Follow-up Practice2.1) B. I ntroduce the more important person first. You should address your client and say “Mr. Smith,I’d like you to meet our Vice President, Ms. White.” (Alternative answer—introduce the client as the more important person!)2) B. Gender is not important. The person who benefits from the lunch pays the bill. Normally thisperson did the inviting. If you are the guest, do not offer to pay the bill or tip. A thank you note within two days is always appropriate.3) C. The host picks up his or her napkin. Your host placing the napkin on his or her lap signals thatthe guests may begin eating. You would then place your napkin in your lap and begin the meal.4) A. It is inappropriate to use the left hand for dining in India, and in many North African andMiddle Eastern countries.5) B. Use the spoon provided. It’s not a cup of coffee, for heaven’s sake. And don’t slurp, either.6) D. Say nothing and allow the champagne to be poured. It’s more polite not to call attention to the fact t hat you can’t drink champagne.7) D. Leave it on your chair. Definitely don’t put it on the table—what if you have crumbs on it?8) B. Your napkin should be placed on your chair if you temporarily leave the table. Don’t forget topush your chair in.9) B. Nothing should be placed on the table that is not directly related to the meal itself. If at abusiness meal, the business at hand should be the most important conversation, not an in-coming call. If dining one-on-one, the person “in person” should receive your full attention. Phone ringers should be turned off and phones placed out of sight. If expecting an urgent call, let your party know in advance that you are expecting an important call and may need to be excused.Take the call in private, away from the table and keep it as brief as possible. Even when dining solo, cell phone usage in restaurants should be kept to a minimum out of consideration to other diners.10) A or B. It’s impolite to arrive early.11) B. Make eye contact with all of the individuals you’re talking with.12) B. Indicating where your guest should sit will make her feel more comfortable.13) B. Canadian businesspeople often begin relationships in a reserved manner. Once people get toknow one another, they become friendly and informal. However, it is not appropriate to behave like that in business situations.14) 3 to 4 feet. Consider personal space when approaching a client. North Americans are comfortablespeaking with business acquaintances at a distance of about 3 to 4 feet.15) C. Leave it on the floor and ask the server to bring you another one. Never retrieve any diningutensil or your napkin if it is dropped on the floor. If a utensil may trip a server or other guests, you may gently tap it out of the way with your foot.16) B. Call after 15 minutes and leave after 30 minutes. It is acceptable to call and if the client isunreachable, it is acceptable to leave the restaurant after waiting for a minimum of 30 minutes.Call your client and explain that you had to leave and that you would like to reschedule.17) B. By answering the phone, you have just shown that the unknown caller is more importantthan the current conversation. If you are expecting a truly important call, tell that to the person you are speaking with ahead of time.18) C.Business situations are gender-neutral in western countries, therefore men and women aretreated equally. The roles of “ladies” and “gentlemen” are reserved for social occasions.However, if a man pulls out the chair for a woman, she should simply reply with “thank you”and consider it an act of kindness.19) B. White wrapping paper in Japan represents death.20) D. There is no such thing as “private” email. Despite the fact that most people do not seem todistinguish between personal and private conversations on their cell phones, client business should never be discussed if “anyone” is around and certainly not on elevators or in metros/ tubes/subways.16 or above:Congratulations! You’re savvy and polite, and know how to make others feel comfortable and important.12-15:You’re doing well, but you may miss a detail here and there. Take a little time to brush up.11 or below:You may find yourself doing or saying the wrong thing too often. Observe the behavior of others and learn from it.4.1) __________ handling textiles for more than 20 years. Our products have enjoyed a highreputation in the world for their good quality and reasonable price.2) __________ that we specialize in the export of Chinese textiles and shall be glad to enter intobusiness relations with you on the basis of equality and mutual benefit.3) __________ your well-illustrated catalogues and I am very interested in your canned fruit. NowI have come to discuss with you the possibility of importing the goods.4) __________ that our foodstuffs are guaranteed to conform to the WHO standards.5) __________ that your company is one of leading importers of Chinese silk products in Europe,which come within the scope of our business activities.6) B: __________ I found some of the exhibits to be fine in quality and beautiful in design. Theexhibition has successfully displayed to me what your corporation handles. I’ve gone over the catalogue and the pamphlets enclosed in your last letter. I’ve got some idea of your exports. I’m interested in your silk blouses.A: __________ Our silk is known for its good quality. It is one of our traditional exports. Silk blouses are brightly colored and beautifully designed. They’ve met with great favor overseas and are always in great demand.P东方剑桥应用英语系列◇◇◇12Unit 7 Enquiries and OffersII Listening Task1.Enquiries and OffersBusiness negotiations: Usually start with an enquiry by an overseas buyer to a seller,inquiring for sales information.It is worthy of note: Whoever makes an enquiry is not liable for the buying or the selling. The commercial practice: The receiver of an enquiry will respond without delay in the usualform of a quotation, an offer or a bid.Two kinds of offer: A firm offer or offer with engagement and a non-firm offer or offerwithout engagement.A firm offer:(1) It must be sent to one or more specific persons;(2) The conditions given must be complete, clear and final.(3) Once unconditionally accepted within its validity, the offer isbinding on both parties;(4) It takes effect only after the offer reaches the offeree.2.Commodity: Cotton Print ShirtsArticle No.: Art. No. 22Destination: LondonUnit price: USD 30 per piece CIF LondonQuantity: 20,000 piecesCommission: 3%Delivery time: SeptemberTerms of payment: L/CValidity of offer: three days3.1) Textiles2) Under the request of one of his clients.3) Their carpets were handmade of pure Chinese wool. They were resilient and had fineworkmanship. They had a ready market in many European countries.4) If the carpets were of the specifications and colours he wanted he would place an order.5) She means that they could make carpets according to their customer’s requirements.6) CIF price7) No. Ms. Zhang would check the requirements carefully before she made a commitment.IV Reading Taskthe US the UK SouthAmericaJapan Chinathe MiddleEastEye Contact strong,directstrong, direct strong, directavoidprolonged eyecontactavoidprolongedeye contactPersonal Space & Touch leave acertainamount ofdistanceleave a certainamount ofdistancetactile and liketo get up closeleave a gap offour feetleave a gapof four feettactile and liketo get up closeTime punctualityis crucialpunctuality iscrucialbeing on timedoes not carrythe samesense ofurgencybeing latetaken as aninsult.being latetaken as aninsult.being on timedoes not carrythe samesense ofurgencyGreeting & Handshaking“Hi” iscommon/firm“Hi” isuncommon/soft“Hi” isuncommon/“Hi” isuncommon/bowing“Hi” isuncommon/ gentle/ ahandshakecombinedwith a bow“Hi” isuncommon/gentleGift-Giving negativeconnotationsnegativeconnotationsan integralpart ofbusinessprotocolan integralpart ofbusinessprotocolThe Basis of Relationship contractualin naturecontractual innaturepersonal personal personalInformation at Negotiations usingstatisticsand factsusing statisticsand factspresentedthroughspeech orusing maps,graphs andchartsNegotiation Styles pressuretactics andimposingdeadlinesquite vocaland animatednegotiate inteams anddecisionsbased uponconsensualagreementgainingconcessionsdiscuss issuessimultaneouslyVIII Follow-up Practice4.1) ______ if your quotation is competitive and delivery date acceptable.2) ______ So please tell us what quantity you require so that we can work out the offer.3) ______ that your bicycles have a ready market in our country and there is a steady demand foryour product in our market. So we’d like to make an inquiry.4) ______ through the cooperation between us, large transactions will be brought to speedyconclusion.5) A: ______our carpets are handmade of pure Chinese wool. They are resilient and have fineworkmanship and well known for their exquisite designing. That’s why our products have aready market in many countries.B: ______ Can you give us a reference price?A: ______Here are our latest price sheets and catalog. You’ll find details of the different designs, colors, and sizes.P东方剑桥应用英语系列◇◇◇14。
