Glossary of terms 2011

英语金牌练习册及答案电子课本# English Gold Practice Workbook and Answer KeyWelcome to the English Gold Practice Workbook and Answer Key, an essential resource for students aiming to enhance their English language proficiency. This workbook is designed to provide a comprehensive set of exercises that cover various aspects of the English language, including grammar, vocabulary, reading comprehension, and writing skills.## Table of Contents1. Introduction2. Grammar Exercises- Tenses- Sentence Structure- Clauses- Conditionals3. Vocabulary Building- Synonyms and Antonyms- Phrasal Verbs- Idiomatic Expressions4. Reading Comprehension- Narrative Texts- Expository Texts- Persuasive Texts5. Writing Skills- Descriptive Writing- Narrative Writing- Argumentative Writing6. Answer Key7. Appendix- Additional Resources- Glossary of Terms## IntroductionThe English Gold Practice Workbook is tailored to meet the needs of learners who wish to improve their English language skills systematically. Each section has been carefully curated to challenge and develop your understanding of the language.## Grammar ExercisesGrammar is the backbone of any language, and our workbook provides a variety of exercises to strengthen your grammatical knowledge.- Tenses: Master the past, present, and future tenses with practical examples and exercises.- Sentence Structure: Learn how to construct well-formed sentences with subjects, verbs, and objects.- Clauses: Understand the use of dependent and independent clauses to create complex sentences.- Conditionals: Explore the different types of conditional sentences and their usage.## Vocabulary BuildingA rich vocabulary is key to fluent communication. This section will help you expand your word bank with practical applications.- Synonyms and Antonyms: Enhance your ability to express yourself with precision by learning synonyms and antonyms. - Phrasal Verbs: Grasp the meanings and uses of common phrasal verbs to sound more natural in English.- Idiomatic Expressions: Learn idiomatic language that will help you understand and use figurative speech.## Reading ComprehensionImprove your reading skills by engaging with a variety of texts.- Narrative Texts: Practice understanding stories and narratives.- Expository Texts: Learn to analyze and summarize information from expository texts.- Persuasive Texts: Develop critical reading skills to identify arguments and counterarguments.## Writing SkillsWriting is a critical skill that requires practice. This section will guide you through different types of writing.- Descriptive Writing: Learn how to paint a picture with words.- Narrative Writing: Practice telling stories in a compelling manner.- Argumentative Writing: Develop your ability to present and support an argument.## Answer KeyThe answer key provides solutions to all exercises, allowing you to check your understanding and learn from your mistakes.## Appendix- Additional Resources: Links and references to further your English language studies.- Glossary of Terms: A list of key terms used throughout the workbook for quick reference.This workbook is more than just a collection of exercises;it's a stepping stone to mastering the English language. Practice regularly and watch your skills flourish. Happy learning!。

Glossary of TermsA |B |C |D |E |F |G |H |I |J |K |L |M |N |O |P |Q |R |S |T |U |V |W | ZAAbstract: Used as a noun, the term refers to a short summary or outline of a longer work. As an adjective applied to writing or literary works, abstract refers to words or phrases that name things not knowable through the five senses.Examples of abstracts include the Cliffs Notes summaries of major literary works. Examples of abstract terms or concepts include "idea," "guilt" "honesty," and "loyalty." (Compare with Concrete.)Absurd, Theater of the: See Theater of the AbsurdAbsurdism: See Theater of the AbsurdAccent: The emphasis or stress placed on a syllable in poetry. Traditional poetry commonly uses patterns of accented and unaccented syllables (known as feet) that create distinct rhythms. Much modern poetry uses less formal arrangements that create a sense of freedom and spontaneity.The following line from William Shakespeare's Hamlet:"To be or not to be: that is the question"has five accents, on the words "be," "not," "be," and "that," and the first syllable of "question." (See also Cadence, Foot, Measure, Meter, poem, Poetics, Poetry, Scansion, Sprung Rhythm, Verse, and Versification.)Act: A major section of a play. Acts are divided into varying numbers of shorter scenes. From ancient times to the nineteenth century plays were generally constructed of five acts, but modern works typically consist of one, two, or three acts.Examples of five-act plays include the works of Sophocles and Shakespeare, while the plays of Arthur Miller commonly have a three-act structure. (Compare with Scene.) (See also drama.)Acto: A one-act Chicano theater piece developed out of collective improvisation. Actos were performed by members of Luis Valdez's Teatro Campesino in California during the mid-1960s.Aestheticism: A literary and artistic movement of the nineteenth century. Followers ofthe movement believed that art should not be mixed with social, political, or moral teaching. The statement "art for art's sake" is a good summary of aestheticism. The movement had its roots in France, but it gained widespread importance in England in the last half of the nineteenth century, where it helped change the Victorian practice of including moral lessons in literature.Oscar Wilde is one of the best-known "aesthetes" of the late nineteenth century. (See also Decadents.)Affective Fallacy: (Also known as Sympathetic Fallacy.) An error in judging the merits or faults of a work of literature. The "error" results from stressing the importance of the work's effect upon the reader —that is, how it makes a reader "feel" emotionally, what it does as a literary work —instead of stressing its inner qualities as a created object, or what it "is."The affective fallacy is evident in Aristotle's precept from his Poeticsthat the purpose of tragedy is to evoke "fear and pity" in its spectators.Age of Johnson: (Also known as Age of Sensibility). The period in English literature between 1750 and 1798, named after the most prominent literary figure of the age, Samuel Johnson. Works written during this time are noted for their emphasis on "sensibility," or emotional quality. These works formed a transition between the rational works of the Age of Reason, or Neoclassical period, and the emphasis on individual feelings and responses of the Romantic period.Significant writers during the Age of Johnson included the novelists Ann Radcliffe and Henry Mackenzie, dramatists Richard Sheridan and Oliver Goldsmith, and poets William Collins and Thomas Gray. (Compare with Neoclassicismand romanticism.)Age of Reason: See NeoclassicismAge of Sensibility: See Age of JohnsonAgrarians: A group of Southern American writers of the 1930s and 1940s who fostered an economic and cultural program for the South based on agriculture, in opposition to the industrial society of the North. The term can refer to any group that promotes the value of farm life and agricultural society.Members of the original Agrarians included John Crowe Ransom, Allen Tate, and Robert Penn Warren.Alexandrine Meter: See MeterAllegory: A narrativetechnique in which characters representing things or abstractideas are used to convey a message or teach a lesson. Allegory is typically used to teach moral, ethical, or religious lessons but is sometimes used for satiric or political purposes.Examples of allegorical works include Edmund Spenser's The Faerie Queene and John Bunyan's The Pilgrim's Progress.(See also Exemplumand Fable.)Alliteration: A poetic device where the first consonant sounds or any vowel sounds in words or syllables are repeated.The following description of the Green Knight from the anonymous Sir Gawain and the Green Knight gives an example of alliteration:And in guise all of green, the gear and the man:A coat cut close, that clung to his sidesAn a mantle to match, made with a liningOf furs cut and fitted — the fabric was noble....(Compare with Assonanceand rhyme.) (See also poem, Poetics, Poetry, Verse, and Versification.)Allusion: A reference to a familiar literary or historical person or event, used to make an idea more easily understood.For example, describing someone as a "Romeo" makes an allusion to William Shakespeare's famous young lover in Romeo and Juliet.Amerind Literature: The writing and oral traditions of Native Americans. Native American literaturewas originally passed on by word of mouth, so it consisted largely of stories and events that were easily memorized. Amerind proseis often rhythmic like Poetry because it was recited to the beat of a ceremonial drum.Examples of Amerind literature include the autobiographical Black Elk Speaks, the works of N. Scott Momaday, James Welch, and Craig Lee Strete, and the poetry of Luci Tapahonso.Analogy: A comparison of two things made to explain something unfamiliar through its similarities to something familiar, or to prove one point based on the acceptedness of another. Similes and metaphors are types of analogies.Analogies often take the formof an extended simile, as in William Blake's aphorism: "As the caterpillar chooses the fairest leaves to lay her eggs on, so the priest lays his curse on the fairest joys." (Compare with Simileand Metaphor.)Anapest: See FootAngry Young Men: A group of British writers of the 1950s whose work expressed bitterness and disillusionment with society. Common to their work is an anti-hero who rebels against a corrupt social order and strives for personal integrity.The term has been used to describe Kingsley Amis, John Osborne, Colin Wilson, John Wain, and others.Antagonist: The major characterin a narrativeor dramawho works against the heroor protagonist.An example of an evil antagonist is Richard Lovelace in Samuel Richardson's Clarissa, while a virtuous antagonist is Macduff in William Shakespeare's Macbeth.(Compare with protagonist.) (See also anti-hero, conflict.)Anthropomorphism: The presentation of animals or objects in human shape or with human characteristics. The term is derived from the Greek word for "human form."The Fables of Aesop, the animated films of Walt Disney, and Richard Adams's Watership Downfeature anthropomorphic characters. (Compare with Personification.) Anti-hero: A central characterin a work of literature who lacks traditional heroic qualities such as courage, physical prowess, and fortitude. Anti-heros typically distrust conventional values and are unable to commit themselves to any ideals. They generally feel helpless in a world over which they have no control. Anti-heroes usually accept, and often celebrate, their positions as social outcasts.A well-known anti-hero is Yossarian in Joseph Heller's novel Catch-22.(Compare with Antagonist, Hero, and Protagonist.)Antimasque: See MasqueAnti-novel: A term coined by French critic Jean-Paul Sartre. It refers to any experimental work of fictionthat avoids the familiar conventions of the novel. The anti-novel usually fragments and distorts the experience of its characters, forcing the reader to construct the reality of the story from a disordered narrative.The best-known anti-novelist is Alain Robbe-Grillet, author of Le voyeur.Antithesis: The antithesis of something is its direct opposite. In literature, the use of antithesis as a figure of speech results in two statements that show a contrast through the balancing of two opposite ideas. Technically, it is the second portion of the statement that is defined as the "antithesis"; the first portion is the "thesis."An example of antithesis is found in the following portion of Abraham Lincoln's "Gettysburg Address"; notice the opposition between the verbs "remember" and "forget" and the phrases "what we say" and "what they did": "The world will little note nor long remember what we say here, but it can never forget what they did here."Apocrypha: Writings tentatively attributed to an author but not proven or universally accepted to be their works. The term was originally applied to certain books of the Bible that were not considered inspired and so were not included in the "sacred canon."Geoffrey Chaucer, William Shakespeare, Thomas Kyd, Thomas Middleton, and John Marston all have apocrypha. Apocryphal books of the Bible include the Old Testament's Book of Enoch and New Testament's Gospel of Thomas.Apollonian and Dionysian: The two impulses believed to guide authors of dramatic tragedy. The Apollonian impulse is named after Apollo, the Greek god of light and beauty and the symbol of intellectual order. The Dionysian impulse is named after Dionysus, the Greek god of wine and the symbol of the unrestrained forces of nature. The Apollonian impulse is to create a rational, harmonious world, while the Dionysian is to express the irrational forces of personality.Friedrich Nietzche uses these terms in The Birth of Tragedyto designate contrasting elements in Greek tragedy. (Compare with classicismand romanticism.) Apostrophe: A statement, question, or request addressed to an inanimate object or concept or to a nonexistent or absent person.Requests for inspiration from the musesin poetry are examples of apostrophe, as is Marc Antony's address to Caesar's corpse in William Shakespeare's Julius Caesar: "O, pardon me, thou bleeding piece of earth,That I am meek and gentle with these butchers!...Woe to the hand that shed this costly blood!..."(Compare with Monologueand Soliloquy.)Apprenticeship Novel: See BildungsromanArchetype: The word archetype is commonly used to describe an original pattern or model from which all other things of the same kind are made. This term was introduced to literary criticismfrom the psychology of Carl Jung. It expresses Jung's theory that behind every person's "unconscious," or repressed memories of the past, lies the "collective unconscious" of the human race: memories of the countless typical experiences of our ancestors. These memories are said to prompt illogical associations that trigger powerful emotions in the reader. Often, the emotional process is primitive,even primordial. Archetypes are the literary images that grow out of the "collective unconscious." They appear in literatureas incidents and plots that repeat basic patterns of life. They may also appear as stereotyped characters.Examples of literary archetypes include themes such as birth and death and characters such as the Earth Mother.Argument: The argument of a work is the author's subject matter or principal idea.Examples of defined "argument" portions of works include John Milton's Arguments to each of the books of Paradise Lost and the "Argument" to Robert Herrick's Hesperides.Aristotelian Criticism: Specifically, the method of evaluating and analyzing tragedy formulated by the Greek philosopher Aristotle in his Poetics.More generally, the term indicates any form of criticismthat follows Aristotle's views. Aristotelian criticism focuses on the form and logical structure of a work, apart from its historical or social context, in contrast to "Platonic Criticism," which stresses the usefulness of art. Adherents of New Criticism including John Crowe Ransom and Cleanth Brooks utilize and value the basic ideas of Aristotelian criticism for textual analysis. (Compare with Platonic Criticism.) (See also catharsis, New Criticism.)Art for Art's Sake: See Aestheticism.Aside: A comment made by a stage performer that is intended to be heard by the audiencebut supposedly not by other characters.Eugene O'Neill's Strange Interlude is an extended use of the aside in modern theater.Assonance: The repetition of similar vowel sounds in Poetry.The following lines from Gerald Manley Hopkins's "God's Grandeur" contain several patterns of assonance:The world is charged with the grandeur of God.It will flame out, like shining from shook foil;It gathers to a greatness, like the ooze of oilCrushed. Why do men then now not reck his rod?(Compare with Alliteration, Dissonance, and rhyme.)Audience: The people for whom a piece of literatureis written. Authors usually write with a certain audience in mind, for example, children, members of a religious or ethnic group, or colleagues in a professional field. The term "audience" also applies to the people who gather to see or hear any performance, including plays, Poetryreadings, speeches, and concerts.Jane Austen's parody of the gothic novel, Northanger Abbey, was originally intended for (and also pokes fun at) an audience of young and avid female gothic novel readers.Autobiography: A connected narrative in which an individual tells his or her life story.Examples include Benjamin Franklin's Autobiography and Henry Adams's The Education of Henry Adams.(Compare with Biography.) (See also Diaryand Memoirs.)Automatic Writing: Writing carried out without a preconceived plan in an effort to capture every random thought. Authors who engage in automatic writing typically do not revise their work, preferring instead to preserve the revealed truth and beauty of spontaneous expression.Automatic writing was employed by many of the Surrealist writers, notably the French poetRobert Desnos. (See also Surrealism.)Avant-garde: A French term meaning "vanguard." It is used in literary criticismto describe new writing that rejects traditional approaches to literaturein favor of innovations in style or content.Twentieth-century examples of the literary avant-gardeinclude the Black Mountain Schoolof poets, the Bloomsbury Group, and the Beat Movement.BBallad: A short poem that tells a simple story and has a repeated refrain. Ballads were originally intended to be sung. Early ballads, known as folk ballads, were passed down through generations, so their authors are often unknown. Later ballads composed by known authors are called literary ballads.An example of an anonymous folk ballad is "Edward," which dates from the Middle Ages. Samuel Taylor Coleridge's "The Rime of the Ancient Mariner" and John Keats's "La Belle Dame sans Merci" are examples of literary ballads. (Compare with Corrido and Oral Transmission.)Baroque: A term used in literary criticism to describe literature that is complex or ornate in style or diction. Baroque works typically express tension, anxiety, and violent emotion. The term "Baroque Age" designates a period in Western European literature beginning in the late sixteenth century and ending about one hundred years later. Works of this period often mirror the qualities of works more generally associated with the label "baroque" and sometimes feature elaborate conceits. Examples of Baroque works include John Lyly's Euphues: The Anatomy of Wit, Luisde Gongora's Soledads, and William Shakespeare's As You Like It.Baroque Age: See BaroqueBaroque Period: See BaroqueBeat Generation: See Beat MovementBeat Movement: A period featuring a group of American poets and novelists of the 1950s and 1960s — including Jack Kerouac, Allen Ginsberg, Gregory Corso, William S. Burroughs, and Lawrence Ferlinghetti —who rejected established social and literary values. Using such techniques as stream of consciousness writing and jazz-influenced free Verse and focusing on unusual or abnormal states of mind —generated by religious ecstasy or the use of drugs — the Beat writers aimed to create works that were unconventional in both form and subject matter.Kerouac's On the Roadis perhaps the best-known example of a Beat Generation novel, and Ginsberg's Howlis a famous collection of Beat Poetry.Beat Poets: See Beat MovementBeats, The: See Beat MovementBelles-lettres: A French term meaning "fine letters" or "beautiful writing." It is often used as a synonym for literature, typically referring to imaginative and artistic rather than scientific or expository writing. Current usage sometimes restricts the meaning to light or humorous writing and appreciative essays about literature.Lewis Carroll's Alice in Wonderland epitomizes the realm of belles-lettres.Bildungsroman: (Also known as Apprenticeship Novel, Coming of Age Novel, Erziehungsroman, or Kunstlerroman.) A German word meaning "novel of development." The bildungsromanis a study of the maturation of a youthful character, typically brought about through a series of social or sexual encounters that lead to self-awareness. Bildungsroman is used interchangeably with erziehungsroman,a novel of initiation and education. When a bildungsroman is concerned with the development of an artist (as in James Joyce's A Portrait of the Artist as a Young Man), it is often termed a kunstlerroman.Well-known bildungsromane include J. D. Salinger's The Catcher in the Rye, Robert Newton Peck's A Day No Pigs Would Die, and S. E. Hinton's The Outsiders. Biography: A connected narrative that tells a person's life story. Biographies typically aim to be objective and closely detailed. James Boswell's The Life of SamuelJohnson,LL.D is a famous example of the form. (Compare with Autobiography and Memoirs.Black Aesthetic Movement: (Also known as Black Arts Movement.) A period of artistic and literary development among African Americans in the 1960s and early 1970s. This was the first major African-American artistic movement since the Harlem Renaissance and was closely paralleled by the civil rights and black power movements. The black aesthetic writers attempted to produce works of art that would be meaningful to the black masses. Key figures in black aesthetics included one of its founders, poet and playwright Amiri Baraka, formerly known as LeRoi Jones; poet and essayist Haki R. Madhubuti, formerly Don L. Lee; poet and playwright Sonia Sanchez; and dramatist Ed Bullins.Works representative of the Black Aesthetic Movement include Amiri Baraka's play Dutchman, a 1964 Obie award-winner; Black Fire: An Anthology of Afro-American Writing,edited by Baraka and playwright Larry Neal and published in 1968; and Sonia Sanchez's poetry collection We a BaddDDD People, published in 1970.Black Arts Movement: See Black Aesthetic MovementBlack Comedy: See Black HumorBlack Humor: (Also known as Black Comedy.) Writing that places grotesque elements side by side with humorous ones in an attempt to shock the reader, forcing him or her to laugh at the horrifying reality of a disordered world.Joseph Heller's novel Catch-22 is considered a superb example of the use of black humor. Other well-known authors who use black humor include Kurt V onnegut, Edward Albee, Eugene Ionesco, and Harold Pinter.Black Mountain School: Black Mountain College and three of its instructors —Robert Creeley, Robert Duncan, and Charles Olson —were all influential in projective verse, so poets working in projective verse are now referred as members of the Black Mountain school.The Black Mountain Review published much of the work of Black Mountain school poets.Blank Verse: Loosely, any unrhymed poetry, but more generally, unrhymed iambic pentameter verse(composed of lines of five two-syllable feet with the first syllable accented, the second unaccented). Blank verse has been used by poets since the Renaissance for its flexibility and its graceful, dignified tone.John Milton's Paradise Lostis in blank verse, as are most of William Shakespeare's plays.(See also Accent, Foot, Measure, and Meter.)Bloomsbury Group: A group of English writers, artists, and intellectuals who heldinformal artistic and philosophical discussions in Bloomsbury, a district of London, from around 1907 to the early 1930s. The Bloomsbury Group held no uniform philosophical beliefs but did commonly express an aversion to moral prudery and a desire for greater social tolerance.At various times the circle included Virginia Woolf, E. M. Forster, Clive Bell, Lytton Strachey, and John Maynard Keynes.Bon Mot: A French term meaning "good word." A bon mot is a witty remark or clever observation.Charles Lamb and Oscar Wilde are celebrated for their witty bon mots. Two examples by Oscar Wilde stand out: (1) "All women become their mothers. That is their tragedy. No man does. That's his." (2) "A man cannot be too careful in the choice of his enemies."Breath Verse: See Projective VerseBurlesque: Any literary work that uses exaggeration to make its subject appear ridiculous, either by treating a trivial subject with profound seriousness or by treating a dignified subject frivolously. The word "burlesque" may also be used as an adjective, as in "burlesque show," to mean "striptease act."Examples of literary burlesque include the comedies of Aristophanes, Miguel de Cervantes's Don Quixote,, Samuel Butler's poem "Hudibras," and John Gay's play The Beggar's Opera.(Compare with Parody.)CCadence: The natural rhythm of language caused by the alternation of accented and unaccented syllables. Much modern Poetry—notably free Verse —deliberately manipulates cadence to create complex rhythmic effects.James Macpherson's "Ossian poems" are richly cadenced, as is the poetry of the Symbolists, Walt Whitman, and Amy Lowell. (Compare with Meter.)Caesura: A pause in a line of Poetry, usually occurring near the middle. It typically corresponds to a break in the natural rhythm or sense of the line but is sometimes shifted to create special meanings or rhythmic effects.The opening line of Edgar Allan Poe's "The Raven" contains a caesura following "dreary": "Once upon a midnight dreary, while I pondered weak and weary...." (Compare with Cadence.)Canzone: A short Italian or Provencal lyric poem, commonly about love and often set to music. The canzonehas no set form but typically contains five or six stanzas made up of seven to twenty lines of eleven syllables each. A shorter, five- to ten-line "envoy," or concluding stanza, completes the poem.Masters of the canzone form include Petrarch, Dante Alighieri, Torquato Tasso, andGuido Cavalcanti.Carpe Diem: A Latin term meaning "seize the day." This is a traditional theme of Poetry, especially lyrics. A carpe diem poem advises the reader or the person it addresses to live for today and enjoy the pleasures of the moment.Two celebrated carpe diem poems are Andrew Marvell's "To His Coy Mistress" and Robert Herrick's poem beginning "Gather ye rosebuds while ye may...."Catharsis: The release or purging of unwanted emotions — specifically fear and pity — brought about by exposure to art. The term was first used by the Greek philosopher Aristotle in his Poeticsto refer to the desired effect of tragedy on spectators.A famous example of catharsis is realized in Sophocles' Oedipus Rex,when Oedipus discovers that his wife, Jacosta, is his own mother and that the stranger he killed on the road was his own father. (See also Aristotelian Criticism.)Celtic Renaissance: (Also known as Celtic Twilight.) A period of Irish literary and cultural history at the end of the nineteenth century. Followers of the movement aimed to create a romantic vision of Celtic myth and legend. The most significant works of the Celtic Renaissance typically present a dreamy, unreal world, usually in reaction against the reality of contemporary problems.William Butler Yeats's The Wanderings of Oisinis among the most significant works of the Celtic Renaissance. (Compare with Irish Literary Renaissanceand romanticism.)Celtic Twilight: See Celtic RenaissanceCharacter: Broadly speaking, a person in a literary work. The actions of characters are what constitute the plot of a story, novel, or poem. There are numerous types of characters, ranging from simple, stereotypical figures to intricate, multifaceted ones. In the techniques of Anthropomorphismand personification, animals —and even places or things — can assume aspects of character. "Characterization" is the process by which an author creates vivid, believable characters in a work of art. This may be done in a variety of ways, including (1) direct description of the character by the narrator; (2) the direct presentation of the speech, thoughts, or actions of the character; and (3) the responses of other characters to the character. The term "character" also refers to a form originated by the ancient Greek writer Theophrastus that later became popular in the seventeenth and eighteenth centuries. It is a short essay or sketch of a person who prominently displays a specific attribute or quality, such as miserliness or ambition.Notable characters in literature include Oedipus Rex, Don Quixote de la Mancha, Macbeth, Candide, Hester Prynne, Ebenezer Scrooge, Huckleberry Finn, Jay Gatsby, Scarlett O'Hara, James Bond, and Kunta Kinte.Characterization: See CharacterChorus: In ancient Greek drama, a group of actors who commented on and interpreted the unfolding action on the stage. Initially the chorus was a major component of the presentation, but over time it became less significant, with its numbers reduced and its role eventually limited to commentary between Acts. By the sixteenth century the chorus — if employed at all — was typically a single person who provided a prologue and an epilogue and occasionally appeared between acts to introduce or underscore an important event.The chorus in William Shakespeare's Henry Vfunctions in this way. Modern dramas rarely feature a chorus, but T. S. Eliot's Murder in the Cathedral and Arthur Miller's A View from the Bridge are notable exceptions. The Stage Manager in Thornton Wilder's Our Town performs a role similar to that of the chorus.Chronicle: A record of events presented in chronological order. Although the scope and level of detail provided varies greatly among the chronicles surviving from ancient times, some, such as the Anglo-Saxon Chronicle,feature vivid descriptions and a lively recounting of events. During the Elizabethan Age, many dramas —appropriately called "chronicle plays" — were based on material from chronicles. Many of William Shakespeare's dramas of English history as well as Christopher Marlowe's Edward II are based in part on Raphael Holinshead's Chronicles of England, Scotland, and Ireland.Classical: In its strictest definition in literary criticism, classicism refers to works of ancient Greek or Roman literature. The term may also be used to describe a literary work of recognized importance (a "classic") from any time period or literature that exhibits the traits of classicism.Classical authors from ancient Greek and Roman times include Juvenal and Homer. Examples of later works and authors now described as classical include French literature of the seventeenth century, Western novels of the nineteenth century, and American fiction of the mid-nineteenth century such as that written by James Fenimore Cooper and Mark Twain.Classicism: A term used in literary criticism to describe critical doctrines that have their roots in ancient Greek and Roman literature, philosophy, and art. Works associated with classicism typically exhibit restraint on the part of the author, unity of design and purpose, clarity, simplicity, logical organization, and respect for tradition. Examples of literary classicism include Cicero's prose, the dramas of Pierre Corneille and Jean Racine, the Poetry of John Dryden and Alexander Pope, and the writings of J. W. von Goethe, G. E. Lessing, and T. S. Eliot.Climax: The turning point in a narrative, the moment when the conflict is at its most intense. Typically, the structure of stories, novels, and plays is one of rising action, in which tension builds to the climax, followed by falling action, in which tension lessens as the story moves to its conclusion.。

Website Ordering User Guide(New FastTrak customer)Version 1.1 – Regular UserDecember 29, 2011Contact InformationEmail: ************************Customer Service:USA: 1-800-500-8687Canada: 1-800-465-1890China (HKG): 852-2156-9788FastTrak User Guide OutlineI.Ordering a POII.Track Your OrdersIII.Order HistoryIV.Order InquiryV.Manage AccountVI.Customer SupportVII.Glossary of Terms(Home Page)I. Ordering a PO – This section details the steps required to order a PO.1.Begin by selecting the ‘Submit Your Order’ Icon or click on the Start New2.Choose Eddie Bauer from the retailer list.3.To search for your PO’s enter your PO #. You may enter multiple POnumbers and separate them with commas, or you can select the PO’s you needby clicking the check box and then clicking continue.4.Next, you can review the line items on the PO. On your initial order, you must orderthe entire PO. 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You may also click on theicon to export the results in excel format. Should you have any questions, youmay click on theicon to submit your inquiries. Someone from our customer support team will handle your inquiries promptly.IV. Order Inquiry – Gain direct access to FineLine Technologies’ superior customer support. Should you have a question regarding your order, always feel free to call our toll free customer support hotline 1-800-500-8687. FastTrak, however, offers the ability to streamline your request by locating your Order ID in question, then you can submit your inquiry directly to a CSR trained specifically to handle your questions.1.Begin by clicking the Inquiry Icon.e the familiar query options (Order ID, Date Range) to locate your order inquestion. Then click the Inquiry Icon to submit your question.3. Select the category of the question and description of the question, then clickSubmit Inquiry.V. Manage Account – There are five tabs; Personal Information, Customer Settings, Shipping Information, Billing Information and Vendor ids maintenance. This section provides the ability to update the information.Start by clicking ‘Manage My Account’ located in the upper right corner of the home screen.You may find your FineLine Customer ID here.Personal InformationClick Edit to change your personal contact informationCustomer SettingsBy default, the person who placed orders receive a copy of the order confirmation and the shipment confirmation, and the contact person of the vendor will receive the PO notification. In most circumstance, the default setting will work fine for most customers. However, you may customize/add more than one person to receive the notifications. Select one of the three notification options, for example, Order Confirmation.Click on Add Setting, type in the email address. You may enter multiple email addresses and separate them using commas. Lastly, click Update to save.Click on Edit to make changes or Delete to remove the record.Shipping InformationYou may add new or edit existing shipping address records. Click on the Add a new Shipping Address link to add new record or any of the company names on the list to edit the current record.Click on ‘Add a new Shipping Address’ tocreate new address to the address bookClick on company name web link to editcurrent informationBilling InformationYou may edit your billing address information by clicking the Company Name.Maintain Retailer RelationshipsAdd Additional Retailers – Here you can continue to add Vendor ID’s to your account as new retailers become available via the FastTrak system. Simply click ‘Maintain Retailer Relations’ and add your Vendor ID.VI. Customer SupportWe appreciate your business here at FineLine and want your ordering experience to be simple. Should you experience any problem with our website or with your order, always feel free to call us directly to speak with a live customer service representative. Again, thank your for using FastTrak and FineLine Technologies.Our Contact Information:Email: ************************Customer Service:USA: 1-800-500-8687Canada: 1-800-465-1890China (HKG): 852-2156-9788VII. Glossary of TermsInternal PO – FastTrak allows a user to input their own Purchase Order number that will be used to relate an order for internal accounting use. An Internal PO number is usually not associated with a regular PO as assigned by the retailer.Line Item –A term used to describe an individual row of data, typically associated with a PO. An example of a line item is a row of data as seen in an excel spreadsheet.Line Item Filter – If your replenishment PO data has more than 25 line items, the ‘Line Item Filter’ allows you to narrow the selection based upon searching by fields in this drop down menu.Manufacturer – A common term to describe a provider to a retailer. The term ‘Vendor’ is also commonly used.PO – Stands for Purchase Order and is one of the key components used in ordering tickets or labels via FastTrak. A Retailer typically assigns a PO to a Vendor or Manufacturer who then can place an order with FineLine using that PO Number.Replenishment PO – A concept used within FastTrak to allow users to order individual items not related to any particular Purchase Order. If your Vendor ID is associated with any items within replenishment data sent to FineLine, a user will have the option to order replenishment items by selecting the REPL-001 PO upon selecting ‘Submit Order’.Setup Fee – A fee based on custom setup required for some orders.SKU – Technically, SKU means ‘Stock Keeping Unit’. The term SKU is commonly used to describe a unique item within a PO or set of printed tickets.SKU Charge – A fee based upon the number of unique items in an order.UPC – Technically, UPC stands for Universal Product Code and is a very specific type of barcode that contains 12 digits. It is commonly used to describe ‘any’ barcode printed on a ticket, although this can be misleading. It is also used frequently to describe a unique item within a PO or set of printed tickets.Vendor – A common term to describe a provider to a retailer.Status:On Hold – Order is not being processed. Your account may be past due or othercorrections are needed to complete your order.In Progress – Order is complete and in production.Shipped – Order has been printed and shipped.Print Quantity – Each line item printed will have a 10% overage plus 2 tickets that FineLine Technologies will keep as samples. Example: If 100 tickets are required by a particular PO, FineLine Technologies will print 112 tickets.。

⽣物柴油概念和名词辨析全球⽣物柴油⾏业发展到今天，其内涵及外延发⽣了⼀些变化，这对于政策、标准、法律制定甚⾄是交易已经产⽣了⼀些影响，因此有必要对于“⽣物柴油”的基本概念做⼀些梳理和调整，以有利于⾏业发展进步。

1⽣物柴油名词由谁先提出并使⽤对于我国⼤多数⾏业从业者来说，这个问题似乎有些贻笑⼤⽅，我们可能习惯性的认为“⽣物柴油（biodiesel）”名词肯定是外国⼈先提出的，⾄于具体是谁没有去认真检索、分析和研究；经在1988过⼀段时间的⽂献检索，我的结论是：世界上第⼀个使⽤“⽣物柴油”⼀词的是中国⼈，在年《太阳能学报》第9卷第4期的“⽣物柴油的研制”⼀⽂中，由沈阳农业⼤学万仁新先⽣率这⼀名词，这个结论也在《⽣物柴油⼿册》（Jon Van Gerpen The先使⽤了“⽣物柴油”这⼀名词Biodiesel Handbook 2004年11⽉）[1]得到证实，⾄少到⽬前为⽌，还没有⽂献能证明其他⼈在1988年万仁新先⽣之前使⽤“⽣物柴油”这个名词；换个⾓度说，也许现有的biodiesel名词是由中⽂“⽣物柴油”直译的结果。

2⽣物柴油最先在哪个国家开始使⽤这就需要界定“⽣物柴油”严格的内涵了，世界公认⽣物柴油是由柴油机发明者法国迪塞尔最先使⽤的，不过他使⽤的是花⽣油⽽不是脂肪酸甲酯，因此⽬前按照严格的定义来说，他并没有使⽤⽣物柴油，准确的说只能是使⽤了⼀种“⽣物质”燃料⽽已；其后在⼆战期间，中国、⽇本、德国都因为战时燃料供应紧张⽽使⽤过“⽣物质”柴油；检索资料显⽰我国在抗战期间由我国油脂专家顾毓珍先⽣率领的团队在⼤后⽅以植物油（桐油、菜籽油）裂解法得到了⽣物质汽柴油[2]。

那么真正开始⽣产和使⽤⽣物柴油（FAME）的是哪个国家呢？在我国最流⾏的⼀个说法是⽹上检索显⽰的“1988年德国聂⽿公司开始⽣产使⽤⽣物柴油”，不过这个说法没有发现直接的证据；现有的证据显⽰，最先开发并规范使⽤⽣物柴油（FAME）的应该是奥地利，因为他们是最先发布⽣物柴油标准的国家，其⽣物柴油（菜籽油FAME）标准ONC 1190，(Rapeseed 0il Methly Ester，RME)发布于1991年[3]，⽂献证实奥地利在1990年5⽉就已经在⼀些加油站使⽤⽣物柴油了（奥地利⽣物柴油的⽣产和市场情况驻奥地利⼤使馆科技组杨⼀峰国际科技交流 1993-09-28）。

Glossary of TermsThe A-Z of customer service.Many words we use regularly in a customer service context also have a more general meaning. This can lead to confusion, so we’ve put together a glossary of customer service terms. We’ve been as precise as po ssible so that we’ll hopefully all be ‘speaking the same language’. You’ll find each term listed by its first letter.Added ValueAdded Value is the extra, over and above the basic product or service offer that an organisation makes to its customers. This added value represents extra benefits that can truly delight the customers and keep them loyal.For example; ‘buy one get one free’ is an added value offer. It goes beyond the service offer and surprises and delights the customer. Lower prices may be t he ‘service offer’ but then a 50% reduction on price will give the shopper added value.Similarly a sudden ‘free upgrade’ in a hotel room or on an aeroplane would stay in a customer’s memory and encourage return business.BehaviourThe way that you do things.You do things in a particular way because of• how you feel• what you want• how other people treat you.In any customer service transaction, the behaviour of the customer and the behaviour of the service deliverer is affected by the way they treat each other. Behaviour therefore affects the quality of the customer experience because the way the service deliverer behaves affects the way the customer feels about the customer serviceBody LanguageWe communicate using words but they don’t usually tell the whole story. Body language is a collection of expressions on our face and gestures we make. Very often body language tells us more about what somebody is actually thinking than the words they use.When you are dealing with a customer you can learn a lot about what he or she is thinking from the body language. This also means that you need to be aware of the messages you are giving to the customer through your own expressions and gestures – your own body language.Code of PracticeMany trade associations and professional bodies have a Code of Practice that guides members on how they should conduct their business.Most Codes of Practice include guidance on how to deal with customers. In particular they usually cover how members should deal with complaints and customer problems.Codes of Practice do not have the same kind of authority as regulation and legislation. However, if a member always ignores a Code of Practice, the association or professional body may make it very difficult for that member to continue in business.Comparable organisationSome organisations don’t have competitors in the normal commercial sense of the word. Government organisations like the Inland Revenue and the Police are good examples.But if a customer of one of those organisations is trying to rate its customer service he or she will probably compare it with an organisation that seems to be similar in what it does or how it is run.So an Inland Revenue customer may compare their service with the service they receive from a National Insurance office and a customer of the police may compare their customer service with that provided by the fire service or the ambulance service.Competitive advantageAlthough a competitor is an organisation that offers products or services that are similar to those offered by your organisation. Your organisation may have the competitive advantage because it is:- part of a large high street chain- better placed in the high street• has car parking outside- a global organisation which can offer goods and services at much cheaper prices.We have witnessed the demise of the small butcher and greengrocer owing to the growth in high street supermakets where the smaller organisation could not compete with larger stock levels, lower prices or longer opening times.CompetitorMost organisations are not the only ones that provide particular products or services. Most customers can choose to use the products or services of another organisation rather than yours.So a competitor is an organisation that offers products or services that are similar to those offered by your organisation. Your customer may choose to use these other organisations instead of your own.ComplaintWhen a customer feels strongly enough that his or her customer expectations have not been met, he or she may make a complaint.A complaint is when a customer brings a problem to the attention of the organisation and expects some redress, probably over and above simply supplying the original product or service that was the cause of the complaint.Complaints are often used by regulators as one measure of the success of the organisation’s customer service.Consistent serviceCustomer satisfaction is affected by customer expectations about the service they will receive. If the customer service they receive is different from what they expected, there is always a danger that customer satisfaction will be lower than expected.So many organisations try to deliver the same customer service, time after time, so that the service customers receive matches their customer expectations and this gives customer satisfaction.This does not stop organisations from seeking continuous improvement when customer feedback tells them that there are particular changes to customer service that will increase customer satisfaction.Contingency model of an organisationA way of looking at an organisation that recognises that it is shaped and defined by many things including its people, the technology it uses, its structure and culture and what is going on in the world outside.All these are constantly changing and a change in any one of them affects all the others. So the contingency model helps us to understand how changes drive and shape an organisation. Particularly, it helps us to understand what needs to be changed to improve the customer service that the organisation can provide.Continuous improvementMany organisations try to keep ahead of competitors by providing better customer service. If competitors also do this, organisations have to keep improving their customer service to stay ahead. So the process of continuous improvement helps organisations to make sure this happens as a matter of routine.Customer service is delivered and customer feedback is collected. The customer feedback is used to measure customer expectations and customer satisfaction.The information from the customer feedback is used to find ways of improving the customer service and changes are made.Customer service is delivered in a new and improved way and the cycle starts again.Front line staff and support staff are both involved in continuous improvement but they must have the authority to make the changes that are needed for the improvements.ContractA contract is an agreement between two parties that can be enforced by law. A contract does not have to be in writing but it is more difficult to prove if it is not in writing.Sometimes customer service can become part of a contract, usually if there has been an agreement put in writing. It is generally recognisedthat if a customer or service deliverer has to use the contract to enforce the agreement, customer satisfaction has not been achieved.Costs and resourcesDelivering customer service involves an organisation in spending money and using resources such as staff time, equipment and materials. It is important for you to understand what costs and resources are involved in delivering customer service in your organisation.It is also important to understand how costs and resources will be affected by any proposed changes in customer service.CustomerA customer is somebody who receives customer service from a service deliverer.Generally it is easier to see a customer as a person but sometimes an organisation can be a customer. In most cases a customer or his or her organisation is paying directly or indirectly for the service that is being received.If a customer is a private individual or comes from another organisation he or she is an external customer. If a customer comes from another part of the same organisation he or she is called an internal customer. Customer charterSome organisations choose to tell customers about their service offer in a statement of what they will do for the customer and call it a customercharter.Some customer charters set out what the organisation will do to compensate a customer when customer service has not been delivered in line with the charter.A customer charter is a statement of intent and is generally not part of the contract that a service deliverer makes with its customer.Customer expectationsCustomer expectations are what people think should happen and how they think they should be treated when asking for or receiving customer service.Expectations are formed by:- what people hear and see- what they read and what the organisation tells them- what happens during the customer experience- what has happened to them in other customer service experiences. Generally customer expectations rise and organisations try to match that rise through continuous improvement in customer service.Customer experienceCustomer experience is what a customer feels and remembers about the customer service that he or she has received.The customer experience of an individual customer service transaction affects the customer relationship and influences customer expectations forthe future.When a customer is about to receive customer service his or her customer expectations are influenced by all the customer experiences that he or she has had in the past both with your organisation and with others. Customer feedbackCustomer feedback is information about customer perceptions of customer service collected by the organisation from customers or given to the organisation by customers.Customer feedback can be collected formally using questionnaires or other kinds of surveys. Informal customer feedback can be collected from chance remarks or comments the customer has made with or without being asked.You must remember that sometimes customer feedback shows that the customer experience is not what you thought it to be.If this is the case the customer feedback must still be respected because if customers perceive things in a particular way, that is reality for them even if you and your organisation have planned it differently.Customer informationService providers collect information about their customers that helps them to deliver effective customer service. This information may be as simple as names and addresses and the products and services that they have chosen.Some organisations collect much more detailed information about their customers.However the information is stored the service provider must comply with data protection legislation to ensure that information about their customers remains confidential.Customer loyaltySome customers tend to return to the same service deliverer and this is customer loyalty. Obviously customer loyalty can be built up if the customer experience of an organisation has been good. Customer loyalty is valuable to an organisation because it is generally cheaper and easier to do repeat business with an existing satisfied customer than it is to find a new one.Some organisations choose to reward customer loyalty by making special customer service arrangements and offers for repeat customers. Generally customer loyalty means that if an organisation has a problem with a customer there is a better chance of keeping that customer afterwards than there would be with a new customer.Customer preferencesEach customer is an individual and customers tend to have different likes and dislikes . Sometimes, in order to deliver consistent customer service an organisation chooses to do things in exactly the same way for every customer.Sometimes it is possible to offer a customer options so that his or her customer preferences can be taken into account in the way the customer service is delivered.Customer relationshipA customer relationship forms as the result of a number of individual customer service transactions.Good customer relationships are important to a service provider because they build customer loyalty. This is valuable to an organisation because it is generally cheaper and easier to do repeat business with an existing satisfied customer than it is to find a new one.Customer rightsOnce somebody has been recognised as a customer by law, he or she has certain legal rights. These change as the law changes but customer rights are generally increasing.The most important customer rights in the United Kingdom are granted by the Sale of Goods Act 1979, the Supply of Goods and Services Act 1982, the Trade Descriptions Act 1968, the Consumer Protection Act 1987 and the Distance Selling Regulations 2000.Customer satisfactionCustomer satisfaction is the feeling that a customer gets when he or she is happy with the customer service that has been provided.Some organisations try to increase customer satisfaction and talk aboutdelighting customers or exceeding customer expectations.Most organisations try to increase the number of customers who are happy to confirm customer satisfaction when they give their customer feedback.Customer serviceCustomer service is the sum total of what an organisation does to meet customer expectations and produce customer satisfaction.Customer service generally involves service teamwork and service partnerships. Although somebody may take a leading part in delivering customer service it normally involves actions by a number of people in a team or in several different organisations.Customer service proceduresCustomer service procedures are the routines and detailed steps an organisation uses to deliver its customer service.Some organisations have formal procedures in writing and use those to train staff and to monitor service.Many more smaller organisations do not put their procedures in writing and the procedures a re simply seen as ‘the way we do things around here’.Customer service systemA customer service system involves a number of customer serviceprocedures together with the people and resources needed to make it work.Continuous improvement may involve changing a customer service system but this will require appropriate authority to make those changes. Customer service transactionA single exchange of information, product or service between a customer and a service deliverer.A customer service transaction may be face to face or at a distance by telephone, in writing or by e-mail.A series of customer service transactions build up a customer service relationship.Data protection legislationInformation about customers that is stored by a service provider must be kept confidential and must be dealt with in accordance with the requirements of data protection legislation.That legislation is designed to ensure that information collected to help a service provider to deliver effective customer service is not used for other inappropriate purposes.Disability discrimination legislationService providers must comply with disability discrimination legislation and show that they offer customer service that does not discriminate against customers with disabilities.The legislation is complex and each service provider needs to establish exactly what obligations it imposes on the organisation because they are different according to the size of the organisation and the products or services being offered.Equal opportunities legislation and regulationEqual opportunities legislation and regulation sets out to ensure that staff and customers are not discriminated against for reasons of ethnic origin or gender.Service providers have obligations to comply with various regulations and legislation which are different according to the type of product or service they offer.External customerAn external customer is a customer from outside the organisation providing a product or service.Front line staffFront line staff are people who have the most direct contact with customers either face to face or at a distance. They need service teamwork with support staff to produce effective customer service. Health and safety legislationService providers have obligations to ensure that reasonable steps have been taken to ensure the health and safety of customers. Health and Safety legislation provides for different responsibilities according to the products or services that the organisation is offering.Hierarchical model of an organisationA way of looking at an organisation that focuses on the people in it and their jobs. An organisation chart like a family tree shows seniority and different departmental roles.Human rights legislationThis legislation is mainly from the European Union and seeks to set out general principles that will protect the human rights of staff, customers and everybody else an organisation deals with.Service providers have obligations to comply with this legislation according to what products or services they are providing.Internal customerAn internal customer is somebody from the same organisation as the service provider. They are treated as a customer so that they in turn can provide better customer service to external customers.So, for example, front line staff may be seen as internal customers of support staff.This arrangement works well in many organisations to help staff who are not front line staff understand the contribution they make to customer service.Other organisations choose to call the same sort of co-operation a service partnership in the same way as they form service partnerships with associated organisations.Any organisation offering products or services must abide by laws that affect their businesses. The rules covered in legislation are enforced by the courts. Any organisation that does not comply with relevant legislation may be liable under civil or criminal law.Mission statementA mission statement is a brief statement of the main purpose or mission of the organisation. Many mission statements include commitments to customer service as a central purpose of the organisation in order to provide a focus for staff.Moments of truthIn any customer service procedure there are several points when customer awareness of the quality of customer service is particularly high.These points have a greater effect on customer perceptions of the customer service they have received. It is usually appropriate to pay particular attention to these moments of truth because they form customer opinions about customer service as a whole.'Moments of truth' means the points in a transaction, service delivery or customer relationship at which customer expectations are at their sharpest and most demandinge.g. airlines - as you reach check-in, settling down for take-off etc.e.g. restaurant - waiter takes order, food arrives at tableCustomer service is generally delivered by a group of people working together . Each individual involved takes part in service teamwork to give good customer service.Even if the service deliverer is a one-person band, he or she relies on service partnerships with suppliers and associates to deliver effective customer service.Private Sector/Public Sector /Voluntary Sector and Non profit making sectorMany people swap between public/private/voluntary job roles during their working lives and therefore to know the difference between these kinds of sectors is important.For example: planning customer service offers for the private/commercial sector may involve price reduction; two for the price of one offers; extending their product range; have longer opening hours; have sales; advertise in papers/or on TV; appointing bespoke customer service staff to solve problems etc. The motivation here is to increase profit; attract new customers and build on existing relationships.Some parts of the voluntary sector are focussed on making money for charitable use which is very different in terms of where the money goes and some voluntary groups seek help in charitable activities. They may use similar methods to attract customers as they are also competingbetween themselves. Some of the ways they do it may be similar e.g. they may also reduce prices and extend their product range and advertise their products through newspapers or postal mail outs. Where hands-on help is needed for e.g. the 'clearing the local pond' they are still likely to appeal for help via newspapers/radio or TV but will also use community groups and appeal to people's consciences.With the public sector money is not the goal. Many offers will be preventative or supportive. For example; doctors surgeries offering flu-shots, at home, for the elderly or infirm; access to self help groups for drink and drugs problems, within the NHS aftercare for ex patients; rehabilitation schemes; counselling for cancer patients and others. I hope this has given you an idea - I could go on for ever. It is just about thinking laterally.A not for profit organisation would still sell goods and services as with a commercial organisation but their goal isn't to make a profit but to continue to fund their activities.ProblemA problem in customer service happens when the customer service does not meet customer expectations.This may be because the organisation cannot meet its service offer or because customer expectations are greater than or different from that service offer.You should try to spot customer service problems early and work to solve them so that customer satisfaction is restored.Often customers can be impressed when problems are solved and customer satisfaction can be even higher than if routine customer service had been delivered.Products and servicesOrganisations involved in customer service offer a mixture of products and services. Customer satisfaction results from the overall effect of what is offered.Retailers rely heavily on the products they sell to produce customer satisfaction but are also aware that the service they provide both before and after the sale are very important.Other organisations that provide only services rely totally on the quality of customer service actions taken by their staff.Queue managementWhen a number of customers want customer service at the same time a queue may form. How this queue is managed is a vital to customer satisfaction.If the customer service is being delivered face to face queues are generally dealt with on a first come first serve basis because customers can see where they are in the queue.If the customer service is at a distance the customer cannot see the queuebut the work must still be prioritised.Organisations all choose different ways of managing queues in order to maximise overall customer satisfaction.RegulationAny organisation offering products or services must abide by regulations that affect their businesses. The rules covered in regulations are not generally enforced by the courts.Regulation usually applies to the way certain things should be done in a particular sector.RegulatorRegulation that applies to a particular sector is generally enforced by a person or body appointed as regulator.Restrictions and rules created by the regulator may affect the way an organisation can deliver customer service.Reliable customer serviceFor some organisations it is most important to provide service that people can depend on with confidence. When people want a repair or rescue service they are more concerned about reliability than they are about special features or even consistent service.Risk assessmentIn order to look after the Health and Safety of customers it may be necessary to carry out a risk assessment. This involves identifying all therisks that may exist and assessing them for seriousness and for the likelihood of them happening.Health and Safety legislation requires service providers to carry out formal risk assessments in certain circumstances.Service delivererA service deliverer is the person in an organisation seen by the customer as giving the customer service. Even if that person is part of a team, he or she is seen as the service deliverer and represents the organisation. Service deliverers have a number of different job titles depending on the organisation in which they work.Service offerA service offer defines the extent and limits of the customer service that an organisation is offering.In commercial organisations the service offer is partly or largely determined by the price that is being charged and by the service offer of competitors. A unique service offer is one that differentiates the offer that an organisation is making from that of its competitors or comparable organisations.The service offer is something over and above what an organisation will do for you. It is about knowing the service offer and the details of it - what is says in the small print. Some examples are shown below:- if you return the goods, you can get your money back (someorganisations may have stipulations around this - for example to be returned within a number of days)- A bank says that if you switch your credit cards to us you get % interest for 6 months. An existing customer moves all their credit cards to this bank and then on their 1st bill they find out that its only for new customers and you are an existing one so you don't get % interest.- We will get back to you in 24 hours.- Tesco - more than 3 people at the till we will open up 3 tills. How does a person deal with this when they are asked to open a new till and they can't due to staff shortages? Customers will get annoyed.Service partnershipA service partnership can be formed when two organisations or two departments of the same organisation combine in order to provide more effective customer service.Many organisations choose to use the service partnership model to encourage service teamwork and co-operation rather than identifying one party as the internal customer of the other.Service promiseIt would be easy to say that it is another term for the 'service offer' although the word 'promise' implies rather more active focus and commitment on the part of the organisation offering the service.It is the sum total of service features/offers that a customer has been ledto confidently expect from an organisation and its entire staff. It includes both what will be delivered and, more importantly, how it will be delivered. It is important that an organisation describes this in a way that helps to clarify the promise for staff which will let them know what is expected and unite them in common activity.It is about what the organisations promise every day e.g. ‘friendly servic e’; guaranteed goods; next day delivery; qualified staff; dedicated help line, confidentiality, etc. All of these ‘service offers’ are packaged together and are made as ‘promises’ to the customer. Also there are other kinds of promises, if someone says they will ring back –they should ring back. If it is next day delivery – it should be next day delivery.Service providerA service provider is an organisation that provides customer service. Service teamworkIt is virtually impossible to provide customer service alone. Service teamwork is the co-operation that is needed between individuals, departments and organisations to provide effective customer service. Support staffPeople who work for a service deliverer and play a part in providing customer service without frequent direct contact with the customer. Support staff play a vital part in the service teamwork with front line。

Macquarie University Faculty of Human Sciences Department of LinguisticsSystemic Functional TheoryGlossary of Systemic Functional termsChristian MatthiessenMacquarie UniversityC. Matthiessen. Please do not copy or quote without permission. Comments very welcome!This document offers a glossary of terms related to the material in Halliday (1994), Halliday & Hasan (1985), Martin (1992), Matthiessen (1995), and other systemic-functional works, either theoretical or descriptive (see Matthiessen, 1995: Section 1.9 and Figure 1-23). It is based on Appendix 3 of Matthiessen (1995) and on the glossary in Matthiessen & Bateman (1991). It also relates to the current effort to produce a multilingual glossary of systemic-functional terms and glosses being co-ordinated by M.A.K. Halliday & C. Matthiessen. The French terms given are taken from Alice Caffarel's glossary of French systemic terms, Glossaire anglais-fran ais des termes en linguistique syst mique -fonctionnelle.But first a word on the nature of this glossary as a general resource and as an aid in translating between different approaches is in order. We have to understand technical terms as part of a theory of language and the descriptions of particular languages that are based on that theory. So what is a theory of language? Many years ago, J.R. Firth characterized linguistics as "language turned back on itself"; and what he said about using language to describe language in The semantics of linguistic science (in 1948, Lingua) is still very relevant:Let it be borne in mind that language is often not very apt when used about itself, even in technical linguistic studies. If we pause to consider the stylistics of the language of the common sensual life, we can be sure it will not serve as the language for linguistic science. The technical language for the systematic statement of facts of languagecannot, any more than for mathematics, be the language of everyday common sense.Professor Hjelmslev, fully realizing this, has endeavoured to frame a sort of linguistic calculus which might serve the linguistic sciences in the way mathematics has served the physical sciences. Even if the attempt be considered unsuccessful, it has not beensufficiently understood that the work of Professor Hjelmslev in general linguistics has been in the direction of our emancipation from the handicap of the common-senseidiom and 'self-explanatory' nomenclature in half a dozen languages ... However much we may disagree with it or dislike it, the terminology is necessitated by a system ofthought ... Questions of terminology inevitably arise when new systems of thought are applied to the handling of material or events. The whole conceptual framework, thewhole syntax of thought and words, should hold together systematically.Terminology, nomenclature or technical vocabulary/ lexis is thus something that is "necessitated by a system of thought". It is one aspect of the language we use to model language - it is one aspect of our metalanguage. Now we know that an ordinary language cannot be equated with its vocabulary: English is not the same as English lexis; we see only one aspect of English when we look up lexical items in a dictionary. English is far more than its lexis; it also includes the grammatical resources that together with lexis make up the system of wording or lexicogrammar of the language and it includes the systems of sounding (phonology) and of meaning (semantics). Consider the following passage from the introduction to Chapter 3 of Halliday's Introduction to Functional Grammar:In Section 2.6 we introduced the notion of a clause as a unit in which meanings of three different kinds are combined. Three distinct structures, each expressing onekind of semantic organization, are mapped on to one another to produce a singlewording.Of the various structures which, when mapped on to each other, make up a clause, we will consider first the one which gives the clause its character as a message. This isknown as thematic structure.We may assume that in all languages the clause has the character of a message: it has some form of organization giving it the status of a communicative event. But there are different ways in which this may be achieved. In English, as in many otherlanguages, the clause is organized as a message by having a special status assigned to one part of it. One element in the clause is enunciated as the theme; this thencombines with the remainder so that the two parts together constitute a message.Technical terms are shown in bold. It's very clear from this passage that the distinction between technical terms and non-technical ones is indeterminate: for example, we might consider map in three distinct structures are mapped on to one another or combine in meanings of three different kinds are combined, this then combines with the remainder to be technical terms. However, wherever we draw the line between technical terms and non-technical ones, it is also very clear from the passage that the technical terms are only part of the picture: they make up some of the lexical items that together with grammatical structures constitute the wordings of the metalanguage. For example, the clause each expressing one kind of semantic organization draws on part of the grammar of English that is very central to linguistic theory. This is the grammar of identifying clauses where a general relationship of symbolization is construed between two participants, the Token and the Value:[Token:] each (structure) [Process:] expressing [Value:] one kind of semanticorganizationOther examples in IFG that draw on this type of clause are: a noun expresses a person, other animate being, inanimate object or abstraction, bounded or unbounded, etc.; the Theme is the element which serves as the point of departure of the message, it is that with which the clause is concerned; the Subject specifies the one that is actually responsible for realizing (i.e., in this case for carrying out) the offer or command; [the Actor] means the one that does the deed. This is of course only one example of a grammatical construction that is important in modelling language; there are many others and it is helpful to pay attention to the way in which the resources of grammar are used to theorize about and describe language (what Halliday & Martin, 1993: 6, call "technical grammar"). The general point is technical terms are only part of the lexical resources we use in linguistics; and lexis is only part of the system of wording, lexicogrammar. And beyond lexicogrammar, we also have to consider the many and varied patterns of discourse semantics that play a central role in our metalanguage. Halliday & Martin (1993: 4) makes the point as follows:Of course, technical terms are an essential part of scientific language; it would beimpossible to create a discourse of organized knowledge without them. But they are not the whole story. The distinctive quality of scientific discourse lies in the lexicogrammar (the 'wording') as a whole, and any response it engenders in the reader is a response to the total patterns of discourse.The technical terms of our metalanguage thus only make up one part of the overall metalinguistic resources: a theory is much more than its technical terms. Now, just as with terms or lexical items in general, we can view and describe technical terms in two different ways - (i) dictionary view and (ii) thesaurus view.(i) Dictionary view. We can view them as individual items, list them alphabetically in a dictionary and describe them in terms of the dictionary definitions or glosses. For example, in their glossary, Halliday & Martin (181: 345) provide the following glossary entry for Theme:Theme: clause function, textual; realizes the point of departure of the message; pairs with Rheme; not to be confused with Given (New) as in some Prague School, and much recent work on functional grammar; signalled by first position in the clause in English.Here we access information about the theoretical and descriptive terminology by looking up lexical forms in alphabetical order. The various technical terms form a network of lexical relations, but this network is not represented in an explicit form - it has to be recovered from the gloss. Thus from the gloss above we can infer part of a network of technical terms where 'Theme' is related by realization to both 'point of departure' and to 'first position' and where it is classified as a kind of clausal textual function:This gloss illustrates a very fundamental property of all technical terms: they are defined by their location in a network of relationships that they enter into.(ii) Thesaurus view. In the dictionary view of technical terms, we have to "uncover" the relationships that individual terms enter into from the glosses. In contrast, the thesaurus view brings out these relationships quite explicitly; in particular, it represents taxonomic relationships involving the'kinds of' relationship between a class and its subclasses (see IFG, pp. 332-3). Thus Mark Roget organized the English vocabulary into a small number of general lexical domains, which he subclassified further in several steps.Martin (1992) provides a "thesaurus view" of part of the lexis of symbolic relations - relations that serve within the identifying clause type discussed briefly above. Using a system network, he shows explicitly what the taxonomic relationships are: see the figure below.A glossary is by definition a dictionary view of (technical) vocabulary; but I have tried to indicate theoretical relationships as explicitly as possible to ensure that particular technical terms do not remain insulated from the rest of the metalanguage. In particular, I have indicated whether terms are theoretical or descriptive. Theoretical terms are part of the general theory of language; descriptive terms are part of descriptions of particular languages such as Chinese, English, French, Japanese, Tagalog and Vietnamese. For descriptive terms, I have further indicated the relevant theoretical categories and dimensions (such as paradigmatic/ syntagmatic, ideational/ interpersonal/ textual). For the relationship between theory and description, see e.g. Matthiessen (1995: 57-62) and Matthiessen & Nesbitt (1996)This glossary is intended to explain systemic terms and to relate systemic and non-systemic terms; it is an aid in metalinguistic translation, i.e. in translation between the systemic meta-language and other meta-languages. It is necessary to do this, but at the same time it is important to recognize that glossaries can be misleading and even intellectually harmful, since, as noted above, a theory cannot be reduced to a glossary of its technical terms. A glossary is based on items - the terms glossed - and this tends to foreground the items at the expense of the system or network of relations they are part of. A technical vocabulary is not a list of items; it is a network of relationships. So if we pick out one vocabulary item, say Goal (systemic), and gloss it as Patient (non-systemic), we have lost the fact that Goal is just one part of one theoretical model of transitivity and Patient is part of another model and they are not systemically equivalent although they may be applied analytically to the same constituents of a clause in a large number of examples.Although there are significant points of contact between the systemic tradition and Indian and Chinese linguistics (e.g. in the theoretical foregrounding of prosodies and syllables), the 'translations' between the systemic tradition and other traditions in this glossary are concerned with Western traditions and more specifically traditional grammar and those originating in the US. (Thus, there are only a few items from the Prague School, while Glossematics, continental European structuralism, current French and Dutch functionalist approaches, the various German traditions, and so on are left out entirely.) Also, it should be noted that the main focus is on the level of lexicogrammar (= syntax + morphology + lexis) rather than phonology, semantics, and context, although some central terms in these areas are included.ConventionsSystemic terms in bold italics, e.g. Actor.Non-systemic terms in bold, e.g. Actor.Theoretical systemic terms are marked "[theoretical]".Descriptive systemic terms are marked "[descriiptive:", and their location in the interpretation of English lexicogrammar is given by reference to stratum, metafunction, axis, and rank, e.g. "[descriptive: lexicogrammar x textual x systemic x clause rank]".Glossary of termsAbsolute. [descriptive: lexicogrammar x interpersonal x structural x clause rank] Interpersonal clause function neutralizing the distinction between Subject and Complement. It is assigned to nominal groups in certain minor clauses of the type 'alarm' (as in [Absolute:] Fire! ) and to nominal groups standing unattached in headlines, product names, business names, street names and other "little texts" (as in [Absolute:] A Multinational Era). => IFG p. 96 and p. 395.Accompaniment. [descriptive: lexicogrammar x experiential x structural x clause rank]Circumstantial role in transitivity structure: the extending type of circumstance. Accoompaniment is the circumstantial equivalent of the meanings 'and', 'or', and 'and not'. For example:He invited Gorbachev to "work [Accompaniment: commitative:] with me to bring down the last barriers to a new world of freedom. (Time 94)He is the boss, and [Accompaniment: commitative:] without him, the accord will not work.[Accompaniment: additive:] Instead of tidings of joy, Hollywood offers the writhings of Job. (Time 94)you end up regulating those people [Accompaniment: additive:] instead of the small percentage of people who commit most crimes (Time 93)=> LexCart p. 343.Actor. [descriptive: lexicogrammar x experiential x structural x clause rank] Participant role in a material clause; the participant always inherent in the clause according to the transitive model of transitivity. The process it participates in may or may not extend to affect another participant, the Goal. For instance:[Actor:] The Marchioness [Process:] broke [Role:] into two.[Actor:] Ambulance crews, firefighters and police [Process:] helped to rescue [Goal:] passengers [Location:] from the water.The systemic term Actor is to be distinguished from the systemic term => Agent. While the former is confined to material clauses in the transitive model, the latter is a generalized transitivity function - the 'causer' - in the ergative model of transitivity (see transitivity models). In non-systemic literature, the term Agent may correspond to either Actor or Agent. Bloomfield (1933) used the terms Actor-Action-Goal, but it has not been taken over in most non-systemic treatments of transitivity roles. => LexCart Section 4.7.adjective. [descriptive: lexicogrammar x metafunction: general x systemic x word rank] Secondary word class within primary word class of nominals serving as Epithet within nominal groups. For example:It might have been [adjective:] otherwise had President Bush not waited until after the election to announce that he was nearly doubling U.S. troop strength in the PersianGulf. As it was, only a few sitting members of Congress were defeated, hardly[adjective:] enough to make more than a token difference in the composition of theSenate (where the Democrats picked up one seat) and the House (where they picked up eight). In fact, the most [adjective:] significant result involved a politician whowasn't even on the ballot. For if the election of 1990 changed nothing else, itundermined the perception that George Bush is all but [adjective:] immune to the[adjective:] normal vicissitudes of politics. Suddenly, and for the first time in hispresidency, Bush seemed [adjective:] vulnerable.The weakening process began when Bush abandoned his "no [adjective:] new taxes"pledge and deprived Republican right-wingers of their [adjective:] favorite issue. Then Congress rejected the deficit-reduction package negotiated by White House aides and [adjective:] congressional leaders. After that, the President went from [adjective:] bad to [adjective:] worse as he alternately attacked the Democrats, tried to explain his[adjective:] domestic policies and confronted growing doubts about the U.S.deployment in the [adjective:] Persian Gulf. By the time he finally signed a budget deal [adjective:] last week, his performance ratings in the polls had dropped 20 points.(Time)Certain adjectives can also serve in hypotactic verbal group complexes; for example:Old enemies from the Warsaw Pact are [adjective:] keen to join the Western alliance, but Moscow frowns on the idea. (Time 93)For its part, Israel was [adjective:] eager to reduce its defense costs by sellingoverseas and to increase its influence over a country that supported Israel's Arabenemies. (Time 93)Adjunct. [descriptive: lexicogrammar x interpersonal x structural x clause rank] Interpersonal clause function: constituent that is not an alternative Subject (in contrast to a Complement). Adjuncts are experiential (circumstances), textual (conjunctives), or interpersonal (modal adjuncts or comment adjuncts). For instance:[Adjunct: textual] However [Adjunct: interpersonal] unfortunately we can't meet[Adjunct: experiential / Location:] at noon.Non-systemic writers often use adverbial as roughly equivalent to Adjunct; Quirk et al. (1985) use adjunct roughly in the sense of experiential Adjunct (circumstance) together with subjunct, disjunct and conjunct. => LexCart Section 5.1.1.1.adverb. [descriptive: lexicogrammar x metafunction: general x systemic x word rank] Primary class of word serving as Head or Modifier in adverbial group or as Submodifier in any kind of group (or as expansion of verb in a phrasal of consisting of verb + adverb). For example:It might have been otherwise had President Bush [adverb:] not waited until after the election to announce that he was [adverb:] nearly doubling U.S. troop strength in the Persian Gulf. As it was, [adverb:] only a few sitting members of Congress weredefeated, [adverb:] hardly enough to make [adverb:] more than a token difference in the composition of the Senate ([adverb:] where the Democrats picked [adverb:] up oneseat) and the House ([adverb:] where they picked [adverb:] up eight). In fact, the[adverb:] most significant result involved a politician who wasn't [adverb:] even on the ballot. For if the election of 1990 changed nothing else, it undermined the perception that George Bush is [adverb:] all but immune to the normal vicissitudes of politics.Suddenly, and for the first time in his presidency, Bush seemed vulnerable.The weakening process began when Bush abandoned his "no new taxes" pledge anddeprived Republican right-wingers of their favorite issue. Then Congress rejected the deficit-reduction package negotiated by White House aides and congressional leaders.After that, the President went from bad to worse as he [adverb:] alternately attacked the Democrats, tried to explain his domestic policies and confronted growing doubtsabout the U.S. deployment in the Persian Gulf. By the time he [adverb:] finally signed a budget deal last week, his performance ratings in the polls had dropped 20 points.(Time)=> IFGpp. 25, 214adverbial. Often used as term for Adjuncts outside of systemic functional terms, as in "manner adverbial" or "sentence adverbial".adverbial group. [descriptive: lexicogrammar x metafunction: general x systemic x group rank] Group of words of the primary class adverb. They serve to realize Adjuncts in the clause - interpersonal Adjuncts and certain experiential ones, in particular those of Manner: quality/ degree. => IFG 6.4.1; LexCart 7.4.AGENCY. [descriptive: lexicogrammar x experiential x systemic x clause rank] Transitivity system simultaneous with PROCESS TYPE: the choice between 'middle' (nucleuse of Process + Medium construed as not being caused by an Agent) and 'effective' (nucleus of Process + Medium construed as being caused by an Agent). For example:middle:[Medium:] The window [Process:] broke.effective[Agent:] The wind [Process:] broke [Medium:] the window.middle:[Medium:] Limestone [Process:] can form in many wayseffective:[Medium:] Non-clastic rocks [Process:] are formed [Agent:] by chemical precipitation, by biological precipitation, and by accumulation of organic material.=> LexCart Sections 4.3 and 4.6.Agent. [descriptive: lexicogrammar x experiential x structural x clause rank] Participant role in clause, according to the ergative transitivity model (see transitivity models): the participant causing the actualization of the combination of Process + Medium. In a material clause, it is the Actor; in a mental one, the Phenomenon; and in a relational one, the Attributor or the Token. For instance:[Agent:] The wind [Process:] broke [Medium:] the window.[Agent:] The mouse [Process:] scared [Senser:] the brave elephant.[Agent:] They [Process:] elected [Medium:] her [Range:] president.[Agent:] They [Process:] elected [Medium:] her [Range:] President.=> IFG p. 147 ff. => LexCart Section 4.6.In non-systemic literature, the term agent may correspond to the systemic Actor, to Agent or to both.Angle. [descriptive: lexicogrammar x experiential x structural x clause rank] Circumstantial role in the transitivity structure of the clause, of the projecting type. For example:[Angle:] According to the well-respected 1990 Justice Department report NationalIncidence Studies on Missing, Abducted and Thrown-Away Children in America, farfewer--3,200 to 4,600 minors a year--are seized by strangers.=> IFG p. 151, 158 => LexCart Section 4.11.2.1.ascriptive. [descriptive: lexicogrammar x experiential x systemic x clause rank] Term in system RELATIONAL ABSTRACTION, contrasting with 'identifying'. A Carrier is construed as being ascribed or attributed to an Attribute: the relation can be interpreted as one of class-membership - the Carrier is construed as a member of the class described by the Attribute. For example:[Carrier:] You [Process:] are not [Attribute:] a man; [Carrier:] you [Process:] are[Attribute:] a rhinoceros.[Carrier:] Some granite [Process:] has [Attribute:] large crystals.[Carrier:] The names of external structures [Process:] appear [Attribute:] in boxes. => LexCart p. 302.Assigner. [descriptive: lexicogrammar x experiential x structural x clause rank] Participant role in intensive identifying relational clauses: the participant that assigns a relation ofidentity between Token and Value. It serves as Agent in the ergative model of transitivity. For example:[Assigner/ Agent:] This state [Process:] is dying to elect [Token/ Medium:] a woman [Value/ Range:] senator (Time)[Assigner/ Agent:] Spencer had helped elect and re-elect Reagan as Governor. (Time)Rostenkowski became the first example of [Token/ Medium:] what [Assigner/ Agent:] wags [Process:] were to christen [Value/ Range:] the "dead-cat syndrome" (Time)=> IFG p. 171 => LexCart p. 314.Attribuend. [descriptive: lexicogrammar x experiential x structural x clause rank] Alternative systemic term for => Carrier, the participant role to which an Attribute is ascribed in an ascriptive relational clause.Attribute. [descriptive: lexicogrammar x experiential x structural x clause rank] Participant or participant-like role in an ascriptive relation to a participant serving as Medium, typically in an ascriptive relational clause (as in The moon is [Attribute:] a balloon, David tconsidered the moon [Attribute:] a balloon), but also, more restrictedly, in certain material clauses (as in They painted the collage [Attribute:] red; He fell [Attribute:] flat). => LexCart Section4.10.1. on relational Attributes. The Attribute of a relational clause conflates with Range.[Carrier/ Medium:] The Barracks [Process:] is [Location: time:] now [Attribute/Range:] a museum of the history of Sydney and New South Wales. (Fodor's Sydney) [Carrier/ Medium:] this city park [Process:] comes [Attribute/ Range:] alive [Location: time:] on Sundays. (Fodor's Sydney)attributive. [descriptive: lexicogrammar x experiential x systemic x clause rank] Alternative term for => 'ascriptive'.Attributor. [descriptive: lexicogrammar x experiential x structural x clause rank] Participant role in intensive ascriptive relational clauses: the participant that assigns a relation of ascription between Carrier and Attribute. It serves as Agent in the ergative model of transitivity. => IFG p. 171. => LexCart p. 314.[Attributor/ Agent:] I [Process:] cannot wish [Carrier/ Medium:] Ned [Attribute/Range:] dead, though. (Mary West)[Attributor/ Agent:] He [Process:] considered [Carrier/ Medium:] himself [Attribute/Range:] a master storyteller.Behalf. [descriptive: lexicogrammar x experiential x structural x clause rank] Circumstantialrole in the clause, type of Cause.Behaver. [descriptive: lexicogrammar x experiential x structural x clause rank] Participant role in the clause, more specifically in 'behavioural' clauses.Beneficiary. [descriptive: lexicogrammar x experiential x structural x clause rank] Participant role in the clause, according to the generalized ergative transitivity model (see transitivity models): the participant benefiting from the actualization of the combination of Process + Medium. In a material clause, it is the Recipient (My aunt gave the farmer a duckpress) or the Client (Pour me out a cold Dos Equis beer) and in a verbal one, it is the Addressee (Joe told us all about Eve). It also occurs in a few relational clause types (I owe you an apology) and mental clauses (I envy you your luck; I don't begrudge you your happiness). IFG pp. 132-134. => LexCart Section 2.2.1.7 (Beneficiary/ Recipient), => LexCart Section 2.2.11 (Beneficiary/ Receiver), => LexCart Section 2.2.1.12.3 (Beneficiary in certain relational clauses).[Location: time:] On 9 May, [Goal/ Medium:] blood specimens from several of these initial patients [Process:] were provided [Recipient/ Beneficiary:] to the WHOCollaborating Centre at the centres for Disease and Control and Prevention, Atlanta,Georgia, United States of America. (WER)binder. [descriptive: lexicogrammar x metafunction: general x systemic x word rank] Tertiary word class: subtype of conjunction (which is a subtype of adverbial) marking hypotactically dependent clauses and downranked clauses.It might have been otherwise had President Bush not waited until after the election to announce [binder:] that he was nearly doubling U.S. troop strength in the Persian Gulf.[binder:] As it was, only a few sitting members of Congress were defeated, hardlyenough to make more than a token difference in the composition of the Senate (where the Democrats picked up one seat) and the House (where they picked up eight). Infact, the most significant result involved a politician who wasn't even on the ballot. For [binder:] if the election of 1990 changed nothing else, it undermined the perception[binder:] that George Bush is all but immune to the normal vicissitudes of politics.Suddenly, and for the first time in his presidency, Bush seemed vulnerable.The weakening process began [binder:] when Bush abandoned his "no new taxes"pledge and deprived Republican right-wingers of their favorite issue. Then Congressrejected the deficit-reduction package negotiated by White House aides andcongressional leaders. After that, the President went from bad to worse [binder:] as he alternately attacked the Democrats, tried to explain his domestic policies andconfronted growing doubts about the U.S. deployment in the Persian Gulf. [binder:] By the time he finally signed a budget deal last week, his performance ratings in the polls had dropped 20 points. (Time)。

Glossary of TermsAcceptances: Short-term, fixed interest loans, based upon bills of exchange, drawn or bank, the bills being discounted at market rates. Acceptances are normally related to a company's trading activities.Annuity: This is a form of life assurance that, like a pension, provides for a sum of money to be paid at regular intervals to the policyholder.Arbitrage: Dealings in foreign exchange, securities or other instruments with the aim of making profits out of the differences in exchange rates, security prices or other prices existing in different centres or at different times.Bearer Bond: Bonds for which ownership is shown by a document rather than an entry in a register. Title is transferred by delivery of the bearer document.Bear Market: A "bear" is an investor who sells shares (often those he does not possess) in the hope that prices will fall, thereby enabling him to buy more cheaply later. The same intention applies to "bears" of individual currencies or commodities. Thus a "bear market" is a period of falling prices. Technicians and chartists have formulae for recognising such markets.Big Bang: Usually refers to the major changes on the London Stock Exchange on October 27, 1986, when major innovations in the method of buying and selling shares as well as in the ownership of firms were introduced overnight.Bill-broker: He was originally a middle-man who helped others to buy or sell bills of exchange for a commission. Nowadays the term is used in a wider context to include individuals and firms that make a market in bills of exchange, Treasury bills and other money market instruments.Bills of Exchange: These are essentially paper promises, signed by one person requiring a second person or firm to pay a certain sum of money on demand or on a fixed date, normally short-term. They are, in effect, post-dated cheques. They were defined by the Bills of Exchange Act of 1882. Such bills, when "accepted", can be sold for cash to discount houses.Bill of London: A bill of exchange issued in any part of the world, but "accepted" in London. This was the traditional method of sterling finance throughout the nineteenth century and later. Blue Chip: A high quality industrial share. The term is said to be of American origin, derived from the colour of the highest value poker chip.Broker/dealer: A member of the London Stock Exchange who provides advice and dealing services to the public. They may intermediate between customers and market-makers and may also act as principals, transacting business with customers from their own holdings of stock. Broking Houses: Traditionally such firms acted middle-men, linking sellers and buyers in commodities, money, foreign exchange, securities, shipping freights, gold, etc, in exchange for a commission. Nowadays they often buy and sell as principals on their own account, depending on the habits and regulations within their particular trade.Bull Market: A "bull" is an investor who buys shares now, with cash or credit, in the hope that prices will rise in the future so that he can make a profit. A "bull market" is thus a period of rising share prices. Similar attitudes towards currencies or commodities are likewise described as "bullish". Technicians have formulae for recognising "bull" markets.Call Money: These are cash deposits placed by banks with discount houses which can be withdrawn on demand.Call Option: The right to buy stock, shares or other commodity at an agree price at a future date.Capital Base: Basically this is the capital employed in a business, including ca pital reserves, loans and ordinary shares.Capital Issue: The issue of securities with a view to raising capital for a company. Capitalisation Issue: The process whereby money from a company's reserves is converted into issued capital, which is then distributed to shareholders as new shares, in proportion to their original holdings. Also known as bonus issue or scrip issue.Capt ive insurance company: An insurance company established by a company, trade association or other non-insurance organisation, primarily for the insurance and/or re-insurance of the founder's (or its members') own risks.Certificates of Deposit: (or CDs): Certificates given to a lender of funds by a bank, which can then be traded in the market to realise the cash assets. This enables the bank to hold the funds for a guaranteed period of time, while the lender is free to trade the CDs whenever he wishes. Charter Party: An agreement drawn up between the two sides of a shipping contract- the owners of the ship and the cargo to be carried.Clearing House: Normally used in banking where cheques are cleared and credited to appropriate accounts. The term is also used in the commodity and derivative trades where a clearing house provides a guarantee of payments to participants.Commercial Bills: Bills of exchange issued by commercial companies, which can be accepted or endorsed by banks (and then referred to as "bank bills") or not accepted by banks (in which case they are referred to as "trade bills").Convertibility: Usually referring to currencies. A "convertible currency" is one which monetary authorities allow the holder to freely convert into other currencies or gold.Coupon: Annual interest usually paid on gilt-edged stock, for example, in two equal, semi-annual instalments. Expressed as a percentage of the nominal value of the stock.Cover: The amount of money a company has available for distribution as dividend, divided by the amount actually paid gives the number of times that the dividend is covered.Debenture: A document issued under a trust deed that creates or acknowledges a debt. It usually relates to a security transaction payable within a specified period, carries a fixed rate of interest and is secured against the general assets of a company.Derivative: A term that embraces futures, forwards, options and warrants, i.e., financial instruments that are based on a real asset, such as a commodity, a currency or money of any kind. Derivatives can be based on standard products traded under the rules of an exchange or customised products traded "over the counter".Discount Houses: Companies that specialise in discounting bills of exchange, Treasury bills, etc., and in dealing in short-dated Government bonds. The "discounting" of a bill implies the offer of cash for it below its face value. This discount is a reflection of the current rate of interest, the quality of the bill and its maturity date.Discount: When the market price of a newly issued security is lower than the issue price. If it is higher, the difference is called a premium.Endowment Policies: A combination of life assurance and investment whereby the sum assured is payable on a predetermined date or on prior death.Equity: This is another name for Ordinary shares, which provide that the ultimate ownership of companies should carry votes at all general meetings of companies and thus control overall policy. An equity stake in a company carries with it the ownership of the company, carrying with it the right to a share in profits and the risk of bearing losses.Eurobond: These are bonds or notes with a final maturity, with either a fixed or floating interest rate, issued in a Eurocurrency. Originally the buyer of the bond or note usually held it outside the country of origin of the currency in which it was denominated. With increased currency and other freedoms, this distinction has now become blurred.Euro-currency: The name given to any currency, held outside its country of origin, e.g. Euro-dollar, Euro-sterling, Euro-yen, Euro-mark, etc. The "Euro" appellation derives from the place where the first market in such external currencies (primarily dollars) actually arose. Not to be confused with the new European currency, the Euro.Factoring: This is a service, provided by a third party to companies, which includes sales accounting, debt-collection services and protection against bad debts. Customers also receive immediate payments for a high percentage of debts owed to them.Fixt ure: The name given to the final details of a shipping agreement between a shipowner and the owner of the cargo. Once agreement is reached, the ship is said to be "fixed". Hence the name.Float ing Rates: Rates of interest calculated as fixed margin above a variable rate of interest such as that in Singapore, London or other Interbank Offered Rate (see LIBOR). T hey are normally used in Euro-currency loans or Eurobonds (known as Floating Rates Notes).Floatation: The occasion on which a company's shares are offered on the stock market for the first time.Footsie: A colloquial reference to the FT-SE 100 share index of 100 leading UK shares listed on the London Stock Exchange. Started on January 3, 1984. It is the basis of a traded option contract.Foreign Bond Issues: Bonds issued on a domestic market on behalf of foreign borrowers, corporate or Government. The distinction between them and Eurobonds has become blurred. Forfaiting: This is a form of supplier's credit ranging from six months to five years and beyond. It is usually based on a bill of exchange or a promissory note.Forward Market: A market in forward contracts of a commodity or currency or financial instrument, which are agreements to sell or purchase a certain agreed amount at a future date. Unlike future contracts such contracts cannot be transferred or sold to second or third parties.FT Index: This is the original Financial Times share index of 30 leading industrial shares on the London market, begun in 1935.Futures Market: A market in futures contracts which basically requires the delivery of a commodity, currency or security in a specified future month, if not liquidated before that date. They can be transferred to third parties and thus traded in.Gearing: Basically this is the proportional relationship between debt capital (plus borrowing) and equity capital. Changes in this proportion can be used to increase or decrease the risk of profit or loss.GEMM: These are gilt-edged market makers, i.e. dealers in Government securities who are required to make continuous two-way prices on request to any member of the London Stock Exchange and to investors known to them directly.Gilt-edged Stock: Fixed interest securities issued and guaranteed by the British Government. The term is sometimes used to include UK local authority securities and Commonwealth government securities. "Gilt-edged" derives from the original use of high quality paper with gilt edges on the earliest certificates. Term said to have been used for the first time in 1892. "Long gilts" are issues without a redemption date within 15 years; "medium gilts" are those with a redemption date between seven and 15 years; and "short gilts" are those with a redemption date within seven years.Gold Standard: The international monetary system in operation generally throughout the nineteenth century and up to 1931. A country was said to be on the Gold Standard when its currency was based on an agreed amount of gold, when it agreed to buy and sell gold at fixed prices and when gold could be moved in and out freely.Government Broker: Formerly he was a stockbroker appointed to act as the Government's agent in the gilt-edged market. Traditionally he was the senior partner of Mullens & Co. Since "Big Bang" he has been a senior Bank of England official, who advises and acts for the National Debt Office, and acts as adviser to the Government.Index Linked Gilt: A Government security whose interest and capital change in line with the official Retail Price Index.Hedging: A method of insuring against price fluctuations through the purchase of a futures contract. A "hedge" can be the establishment of an opposite position in the futures market to that held in the spot or physical market.Hedge Funds: They usually employ the use of derivatives instruments to enhance risks rather than to offset them.Hot Money: Short term money that moves from one financial centre to another and is quickly affected by changes in exchange rates, interest rates, economic policies or simply monetary fears. Instalment credit: A form of personal or industrial credit under which the ownership of the goods or equipment passes to the borrower on the repayment of an agreed number of instalments.Instit utional Investors: The large financial institutions such as insurance companies, pension funds, unit and investment trusts, etc., in contrast to private investors.Insurance Brokers: Specialised and officially recognised brokers who secure insurance business and place it with recognised underwriters.Interbank Market: Financial transactions between banks, often forming a base for quotationsof rates for commercial borrowing from banks.Invest ment Trust: A company that invests a fixed amount of money in a variety of stocks and shares, thus providing a way of spreading risks. They have fixed capital, unlike unit trusts which can create or redeem units in response to demand. They are therefore referred to as "closed-end funds". The price is regulated by the supply and demand for shares and does not necessarily reflect the underlying asset value.Invisible Exports or Income: Foreign income from sources other than the movement of physical goods (visible exports). Invisible income is thus derived from the sale of services to foreigners and from the interest, profits and dividends derived from the ownership of foreign investments.Jobbers: These were members of the London Stock Exchange before Big Bang who acted as market-makers in shares and traded as principals on their own account. They could only deal with brokers not the general public.Leads and Lags: A phrase used to describe deliberate delays in payments in certain currencies and accelerate payment in others, in efforts by international traders to protect themselves against exchange rate fluctuations.Leasing: Facilities provided under equipment-leasing agreements by banks or their subsidiaries. The assets being financed remain in the ownership of the leasing company but are effectively hired out to the customer.Libor: London Interbank Offered Rate. The rate of interest used as the basis of lending in the Eurocurrency markets.Life Offices: Firms that assure the payment of agreed sums of money on a given date or on death, in return for the payment of regular premiums. They can be mutual offices (owned bywith-profits policyholders), proprietary companies (owned by shareholders) or friendly societies. Listed Company: A company that has obtained permission for its shares to be admitted to the London Stock Exchange.Loan Stock: A generic term covering securities issued against loans.Long: To be "long" of a commodity, security or currency implies having a surplus of it.Market capitalisat ion: The current stock market valuation of a company's outstanding capital. Merchant Bank: Was formerly the name given to members of the Accepting Houses Committee, whose bills had special privileges at the Bank of England. Now used as a broader description of investment houses in London, offering both banking and security services, as well as a variety of other services.Minimum Lending Rate (MLR): This weekly rate, imposed by the Bank of England, replaced the old Bank Rate in London in October 1972. Its use was later discontinue d in practice, though it remains in reserve.Name: The term used to describe members of Lloyd's, the insurance market.Net Asset Value: The value of a company after all debts have been paid, expressed in pence per share.Offshore Centre: A financial centre free of many taxes and constraints. The term was first applied to literally "offshore" centres of the US such as the Bahamas, Cayman Islands, etc. It can also refer to certain international transactions in a city like New York, Tokyo or London that are especially free of normal domestic taxes and rules.Option Market: Markets in entitlements to trade in underlying share or commodity at a fixed price at any time within a specified period. The buyer of the option pays a premium for the guarantee of receiving or delivering the security or commodity at the fixed price until the option expires.Ordinary Shares: Holders of Ordinary Shares (also known as the equity) in a company are the owners of a company, and have the right to vote at company meetings. They are the risk capital of a company benefiting from success and, at the same time, risking ultimate loss.Outcry Market: A market which is based on competitive bids expressed by participants in person. Sometimes referred to as "rings", as in the London Metal Exc hange.Overdraft: The traditionally British form of bank loan. The borrower agrees a maximum limit and can then draw up to this amount from his account. He is charged on the amount he uses. It is usually repayable on demand.Overnight Money: Money lent for one day up to 3pm that will be automatically repaid the following business day.Parallel Money Market: Name originally given to markets in money, in both sterling and foreign currencies, that grew up alongside the traditional money market.Pension Funds: Funds created to finance the provision of pensions to employees.P and I clubs: Mutual indemnity associations of ship-owners, charterers, etc, to protect themselves against certain liability and other marine risks not normally covered by marine insurers.Portfolio Invest ment: Investment in securities, in contrast with investment in fixed assets such as factories, property, etc.Preference shares: These are normally fixed-income shares, whose holders have the right to received dividends before Ordinary shares but after debenture and loan stock holders have received their interest.Prices/Earning Rat io: The current share price divided by the last published earnings. It is used as a measure of whether a share should be considered "expensive" or not.Primary Market: A market that deals in newly issued shares, in contrast to a secondary market which deals in existing securities.Redempt ion Date: The date on which a security is due to be repaid by the issuer at its full face value.Re-insurers: Insurance companies that help to spread the risks by accepting insurance business from other insurance companies and underwriters.Retrocession: The re-insurance of claims liabilities incurred under contracts of re-insurance. Roll-Over: Describes a method of extending the maturity of a loan.SEAQ: The London Stock Exchange's Automated Quotation System for UK Securities.SEAQ International: The London Stock Exchange's electronic screen system for non-UK equities.Secondary Market: A place for buying and selling existing securities, in contrast to the primary market which deals in new securities.Short: To be "short" of a commodity, a security or a currency implies having oversold it.Spot Market: A market in actual goods for immediate delivery.Stag: An investor who applies for a new issue in the hope of being able to sell the shares allotted to him at a profit as soon as dealing starts.Swap: A financial instrument that enables participants to exchange one kind of obligation for another, usually in relation to interest rates or exchange rates, on agreed terms. Swaps form part of the derivative market.Syndicate: A group of people or of institutions that come together with a specific purpose, such as a group of banks putting together an Euro-syndicated loan, or a group within Lloyd's pooling resources to cover insurance risks.Tender Offer: In an offer by tender, buyers of shares specify the price at which they are willing to buy.Term Loan: A bank loan for a fixed amount and for an agreed length of time, in contrast to the traditional overdraft.Term Policy: This is a type of insurance policy that provides for an agreed sum of money to be paid to the policyholder's family or next of kin but only if the policyholder happens to die within an agreed period of time.Treasury Bill: Promissory note issued by the Treasury, usually for 91 days, to finance Government expenditure short-term.Underwriter: An insurer or an individual who decides what risks to accept and on what terms.Unit trusts: A fund of stocks and shares held by a trustee for the benefit of subscribing investors. They offer a means of spreading risks. Since new units can be created or redeemed, they are referred to as "open-ended" funds.Venture Capital: In contrast to normal bank loans to small businesses, this is based on the supply of equity capital (plus loan capital) and management expertise. The hope is that the company offering the capital will be able to "float" the company's shares on the stock market in due course.Wall Street: The financial district of New York in Lower Manhattan. The American equivalent of "the City".Warrant: A special kind of option, given by the company to holders of a particular security, giving them the right to subscribe for future issues, either of the same kind or some other security.Whole Life Policy: This provides for an agreed sum of money to be paid to the policyholder's family or next of kin when the policyholder dies, whenever that may be.Yield: The annual return of money invested, based on the current price of a security, on the assumption that the next dividend will be the same as the last one. Flat yield is the income on a fixed interest stock, ignoring any capital gain that may be made if the stock is due to be redeemed at par at some future date. Redemption yield is the same, but allowing for the expected capital gain.Source: How the City of London Works. Sixth edition. William M. ClarkeFor further definitions and latest Financial Industry articles, please go to/。

Glossary of Terms术语Glossary of Terms术语AAR: Appearance Approval Report 外观批准报告A/D/V: Analysis/Development/Validation 分析/开发/验证A/D/V–DV: ADV Design Validation ADV设计验证A/D/V P&R: Analysis/Development/Validation Plan and Report. This form is used to summarize the plan and results for validation testing. Additional information can be found in the GP-11 procedure.分析/开发/验证计划和报告A/D/V–PV: ADV Product Validation ADV产品验证AIAG: Automotive Industries Action Group, an organization formed by General Motors, Ford andDaimler-Chrysler to develop common standards and expectations for automotive suppliers. 汽车工业行动集团AP: Advance Purchasing 先期采购APQP: Advanced Product Quality Planning 产品质量先期策划APQP Project Plan: A one-page summary of the SGM APQP process that describes the tasks and the timeframe in which they occur. APQP项目策划AQC:Attribute Quality Characteristic 属性质量特性ASQE: Advanced Supplier Quality Engineer 先期供应商质量工程师BIW: Body in White. Usually the bare metal shell of the body including doors and deck lid prior to paint and trim. 白车身BOM: Bill of Materials 材料清单BOP:Bill of Process 过程清单Brownfield Site: An expansion of an existing facility. 扩建场地CMM: Coordinate Measuring Machine 三坐标测试仪Cpk: Capability Index for a stabile process 过程能力指数CTC: Component Timing Chart (DRE document) 零部件时间表(DRE文件)CTS: Component Technical Specifications 零部件技术规范CVER: Concept Vehicle Engineering Release 概念车工程发布DC: Design Complete 设计完成Defect outflow detection: A phrase used in the Supplier Quality Statement of Requirements that refers to in-process or subsequent inspection used to detect defects in parts. 缺陷检测DFM/DFA: Design for Manufacturability / Design for Assembly 可制造性/可装配性设计DFMEA: Design Failure Modes and Effects Analysis. It is used to identify the potential failure modes of a part, associated with the design, and establish a priority system for design improvements. 设计失效模式和后果分析DPV: Defects per vehicle 每辆车缺陷数DR: Documentation Required DR特性DRE: Design Release Engineer 设计释放工程师DV: Design Validation 设计验证E&APSP: Engineering & Advance Purchasing Sourcing Process. 工程&先期采购定点程序EP: E-Procurement 电子采购流程Error Occurrence Prevention: A phrase used in the Supplier Quality Statement of Requirements that refers to poke yoke or error-proofing devices used to prevent errors in the manufacturing process from occurring. 防错FTQ: First Time Quality 一次通过质量GA: General Assembly 总装GD&T: Geometric Dimensioning & Tolerancing 几何尺寸与公差SGM: Shanghai General Motors 上海通用汽车GMAP: General Motors Asian Pacific 通用汽车亚太GME: General Motors Europe 通用汽车欧洲GMNA: General Motors North American 通用汽车北美GP: General Procedure 通用程序GPDS: Global Product Description System 全球产品描述系统GPS: Global Purchasing System 全球采购系统GPSC: Global Purchasing & Supplier Chain 全球采购及供应链GR&R: Gage Repeatability and Reproducibility 检具重复性及再现性Greenfield Site: A new supplier facility that is built to support a program.GVDP: Global Vehicle Development Process 全球整车开发流程IPTV: Incidents per Thousand Vehicles 每千辆车故障IVER: Integration Vehicle Engineering Release 集成车工程发布KCC: Key Control Characteristics. It is a process characteristic where variation can affect the final part and/or the performance of the part. 关键控制特性KCDS: Key Characteristic Designation System 关键特性指示系统Kick-Off Meeting: The first APQP supplier program review. 启动会议(第一次APQP供应商项目评审) KPC: Key Product Characteristic. It is a product characteristic for which reasonably anticipated variation could significantly affect safety, compliance to governmental regulations, or customer satisfaction. 关键产品特性LAAM: (General Motors) Latin American, Africa & Meddle East (通用汽车)拉丁美洲、非洲及中东LCR: Lean Capacity Rate. It is the GM daily capacity requirement. 正常生产能力MCR: Maximum Capacity Rate. It is the GM maximum capacity requirement. 最大生产能力MOP: Make or Purchase 制造/采购MPC: Material Production Control 物料生产控制MPCE: Material Production Control Europe 欧洲物料生产控制MRD: Material Required Date; date material must be delivered in order to allow a build event to begin. 物料需求日期MSA: Measurement Systems Analysis 测量系统分析MVBns: Manufacturing Validation Build non-saleable 非销售车制造验证MVBs: Manufacturing Validation Build saleable 销售车制造验证NBH: New Business Hold 停止新业务N.O.D.: Notice of Decision 决议通知OEM: Original Equipment Manufacturer 主机客户PAD: Production Assembly Documents 生产装配文件PC&L: Production Control & Logistics 生产控制&物流PDT: Product Development Team 产品开发小组PFMEA: Process Failure Modes and Effects Analysis. It is used to identify potential failure modes associated with the manufacturing and assembly process. 过程失效模式和后果分析PPAP: Production Part Approval Process 生产件批准程序Ppk: Performance index for a stable process 过程能力指数PPM: 1) Program Purchasing Manager, 2) Parts per Million (rejects and returns to suppliers) 1)项目经理2)每百万件的产品缺陷数PPV: Product & Process Validation 产品及过程验证PQC: Product Quality Characteristic 产品质量特性PR/R: Problem Reporting & Resolution 问题报告及解决PSA: Potential Supplier Assessment, a subset of the Quality System Assessment (QSA) 潜在供应商评审PV: Product Validation 产品验证QSA: Quality System Assessment 质量体系评审QSB: Quality Systems Basics 质量体系基础QTC: Quoted Tool Capacity 工装报价能力RASIC: Responsible, Approve, Support, Inform, Consult 负责、批准、支持、通知、讨论R@R: Run at Rate 按节拍生产RFQ: Request For Quotation 报价要求RPN: Risk Priority Number related to FMEA development 风险顺序数RPN Reduction Plan: An action plan that describes what is being done to reduce the risk priority number for items listed in the DFMEA or PFMEA.降低RPN值计划SDE: Supplier Development Engineer 供应商开发工程师SFMEA: System Failure Mode and Effects Analysis 系统失效模式分析SMT: System Management Team 系统管理小组SOA: Start of Acceleration 加速开始SORP: Start of Regular Production 正式生产SOR: Statement of Requirements 要求声明SPC: Statistical Process Control 统计过程控制SPO: (General Motors) Service and Parts Operations (通用汽车)零件与服务分部SQ: Supplier Quality 供应商质量SQE: Supplier Quality Engineer 供应商质量工程师SQIP: Supplier Quality Improvement Process 供应商质量改进过程SSF: Start of System Fill 系统填充开始SSTS: Sub-system Technical Specifications 子系统技术规范Sub-Assembly/ Sub-System: An assembly of sub-components delivered to the SGM main production line for installation to the vehicle as a single unit.Subcontractor: The supplier of a sub-component to a Complex System/Subassembly supplier (Tier 2, 3, etc). 分供方SVE: Sub-System Validation Engineer 子系统验证工程师SVER: Structure Vehicle Engineering Release. 结构车工程发布Team Feasibility Commitment: An AIAG APQP form that is provided with the Request for Quotation. It is the supplie r’s concerns with the feasibility of manufacturing the part as specified.小组可行性承诺TKO: Tooling Kick-Off 模具启动会议UG: Unigraphics UG工程绘图造型系统VLE: Vehicle Line Executive 车辆平台负责人VTC: Validation Testing Complete 验证试验完成EWO: Engineering Work Order 工程工作指令。