商務(wù)英語視聽說原文與答案

商務(wù)英語視聽說原文與答案商務(wù)英語視聽說原文與答案商務(wù)英語視聽說原文與答案資料僅供參考文件編號(hào)：2022年4月商務(wù)英語視聽說原文與答案版本號(hào)：A修改號(hào)：1頁次：1.0審核：批準(zhǔn):發(fā)布日期：ScriptsUnit1PartIIListeningandSpeakingTask1FAQsinjobinterviewCommentsonthethreequestions:PointforQ1:Tellmesomethingaboutyourself.Sampleanswers:Q1.IamgraduatinginJune,2015fromGuangdongUniversityofFinanceandmymajorisfinancialsecretary.Iamanoutgoing,energeticperson.Ienjoyteamworkverymuch.Aspartofmydegreeprogram,Ineededtocommunicatewithdifferentpeopel.Ipossessexcellentinterpersonalskillsandaverypositiveattitude.Mycareeraspirationistobecomeasuccessfulsecretary.Duringmyinternshipatonecompany,Iworkedasasecretary.Mydutiesincludedofferingfriendlyandefficientscheduletomyboss,answeringphonecalls,takingandpassingonmessagestomyboss.Q2.IreceivedhonorsinseveralFinancialmanagementandcomputercontests.Iamgoodatcommunicating,organizingandcoordinating.Iliketogetalongwellwithpeoplefromdifferentbackgrounds.Ifsomethingblocksmypath,Iwilllookforasolution.Inevergiveupeasily.SometimesIreceivecommentsthatIneedtoimproveintheareaoffiling.Iamnowtryingtoimprovebylearningfromothers.Q3.Interestandcareerdevelopmentaretwoofmycriteriainchoosingajob.Interestisthebestmotivation.Ilovetobeasecretary,soIwilldefinitelydevotemyselftoit.Moreover,highjobsatisfactioncanbeattainedwhenthejobiswhatIaminterestedin.Careerdevelopmentisveryimportantformewhenchoosingajob.FromwhatIknow,Shangri-Laprovidesequalcareeradvancementforallstaff.Thejobrotationplanandindividuallytailoredtrainingprogramarereallyexcitingandhelpfulforyoungpeoplelikeme.Task2InappropriatequestionsinjobinterviewScript:M:Comein,please.W:Goodmorning,sir.I’mKarenYang.M:Goodmorning,MissYang.I’mKevinCarter,theAdministrationManager.Takeaseat,please.W:Oh,isthatyourwife,Mr.CarterSheissobeautiful.M:Thankyou.Ah…MissYang,I’vegonethroughyourresume.I’dliketoaskyousomequestionsnow,ifyoudon’tmind.W:Ofcoursenot.pleasegoahead.M:Well,canyoutellmewhyyouwouldliketoworkasamedicalrepresentativewithus?W:Ireallylikethiskindofwork,andhavingbeenadoctorforthreeyears,Iwanttoapplyforthispositionforachange.M:Don’tyouthinkit’sapityforyoutoleaveyourpresentjob?W:Tosomeextent,itis.Ihavelearnedalotinthehospital.ButIwouldliketotryadifferentkindoflife.Bytheway,couldyoutellmehowmuchthenewjobpays?

M:Sure.Thereisafive-monthprobationary試用的periodandyoucanonlygetRMB2,000foreachmonth.Afterthat,we’lldetermineyoursalaryaccordingtoyourperformance.W:Oh,Isee.Then,whataboutthepaidholidays,insurance,andthingslikethat

M:Everyemployeeinourcompanyenjoyslifeinsurance人壽保險(xiǎn)andunemploymentinsurance.Inaddition,theyenjoytwo-weekpaidholidays.W:Thatsoundsfine.Howmuchtimewillittakeformetobepromotedhere?M:I’mnotsure.Itdependsonyourabilityandperformance.Maybewe’llsendyoutooneofourbranches,ifyoulike.W:Noproblem.Ihatestayingatoneplaceallthetime.ButinwhichcitiesdoyouhaveyourbranchesAnd,whereisyourcompanybased(把總部設(shè)在…)

M:OurcompanyisbasedinNewYork,withbranchesinmanycities,suchasPhiladelphia,BeijingandLondon.…Key:Isthatyourwife,Mr.CarterSheissobeautiful.Avoidaskinginterviewerpersonalquestionsormakingpersonalcomments.Couldyoutellmehowmuchthenewjobpays?Theinterviewermightinferfromthesequestionsthatyouareonlyinterestedinyourownneedsandnotthoseoftheircompany.Waituntiltheemployerraisesthesesubjectstodiscussthem.Whataboutthepaidholidays,insurance,andthingslikethat?Howmuchtimewillittakeformetobepromotedhere?ButinwhichcitiesdoyouhaveyourbranchesAndwhereisyourcompanybased

Itisalsounwisetoaskaboutthingsyoushouldhavealreadyknown.Youareonlytellingtheinterviewerthatyouhaven'tdoneyourhomework.PartIIILanguageFocusKey:oName:CaiNingoPersonality:serious-minded認(rèn)真的;calm;humorous;easy-goingoStrengths:theabilitytoworkwithalltypesofpeopleoWeakness:perfectionist;impatientoWorkexperience:sixyears’financialindustryexperiencewithseveralcompanies;twoyears’experienceinaninvestmentbankoQualification:graduatedfromPekingUniversityin2001majoringinaccounting;fluentEnglish;bookkeeping記賬andaccountingproficiencyinEnglish.oReasonsforleavinglastjob:wanttofindajobthatischallenging.oQuestionsaboutthejob:WouldIbeabletoworkabroadinoneofyouroverseasbranches?PartIVViewingandSpeakingVideo1ApplyingforthepositionoffinancialconsultantScript:Chen:Goodmorning,MsMandel.Ms.Mandel:Goodmorning,sitdown,please.Chen:Thankyou!Ms.Mandel:YouareChenBo,aren’tyouI’mCathyMandel,DirectoroftheHRDepartment.Chen:Yes,I’mChenBo.Nicetomeetyou,Ms.Mandel.Ms.Mandel:Nicetomeetyou,too.I’vegonethroughyourresumeandwouldliketoknowmoreaboutyou.Chen:Thankyouforyourinterestinme.Ms.Mandel:Tostartwith,wouldyouliketotellmeabitaboutyourself?Chen:Sure.I’maseniorstudentatGDUF.Iexpecttograduatethissummer.Mymajorisinternationalfinance.Ms.Mandel:Sowhydidyouchooseourcompany?Chen:AsfarasIknow,yourcompanyisoneofseveralleadinginternationalconsultantcorporationswhichcametoChinaafterChinaenteredWTO.IthinkworkingherewouldgivemethebestchancetousewhatI’velearnedatuniversity.Ms.Mandel:Asamajorininternationalfinance,whatdoyouthinkyoucandoinconsultancy?Chen:Well,Iknowhowtotackleproblems.Forexample,IknowImustfirstanalyzetheproblemandworkoutthemajorcause.ThenIwillbeabletosearchforwaystosolveitfromavailabledata.Ms.Mandel:Sometimesdataisnotenough.Haveyougotanyrelevantexperienceinthisfield?Chen:Lastyear,duringtheprobationaryperiod,IwasinvolvedintherestorationofafactoryinNanjing,Ireallylearnedalotfromtheexperience,especiallyhowtoaccess評(píng)估people’sstrengthsandabilities.Ms.Mandel:Canyoucopewithhardworkunderpressureandinatoughenvironment?Chen:Noproblem,Idon’tcareaboutpressureortheenvironmentaslongasIenjoythework.Ms.Mandel:Good.Now,doyouhaveanyquestionstoask?Chen:Yes,I’vegotone.ArethereanyopportunitiesforChineseemployeestobetransferredtotheheadofficeinNewYorkorotherbranchofficesaroundtheworld?Ms.Mandel:Um,probably.Ithinkyouarelikelytobesenttoworkinanoverseasbranchtogetexperiencelaterononceyou’veprovedyourworth.Chen:Oh,great.IfI’maccepted,Iwilldomybestforthecompany.Ms.Mandel:Iwishyouluck!We’llnotifyyouofourfinaldecisionbyFriday.Chen:Thankyou!Ms.Mandel.Good-bye.Ms.Mandel:Goodbye.Key:ReasonsforjoiningthecompanyItisoneoftheleadinginternationalconsultantcorporationswhichcametoChinaafterChinaenteredWTO.Workinginthiscompanywouldgivehimthebestchancetousewhathehaslearnedatuniversity.RelevantworkexperienceHewasinvolvedinafactoryrestorationinNanjing.QuestionsArethereanyopportunitiesforChineseemployeestobetransferredtotheheadofficeinNewYorkorotherbranchofficesaroundtheworld?ResultoftheinterviewChenBowillbenotifiedofthefinaldecisionbyFriday.Video2ApplyingforthepositionofSalesManagerScript:Wang:MayIcomein?Mr.White:Yes,pleasedo.Wang:Goodmorning,sir.MynameisMerryWang.I’vecomeforaninterview,asrequested.Mr.White:Nicetomeetyou,MissWang.IamHarryWhite,DirectoroftheHRDepartment.Iwasexpectingyou.Please,takeaseat.Wang:Thankyou.Mr.White:Well,MissWang,youareapplyingforthepositionofSalesManager,rightHowdidyouknowaboutourcompany

Wang:IgottoknowyourcompanyfromyourTVcommercials.Theyareelaboratelydesignedandproduced,andleavemedeepimpression.Andinthesummersof1997and1998IworkedasasalesgirlforyourcompanyinGuangzhou.Mr.White:ReallyThat’sgood.Thenyoumustknowsomethingaboutourcompany

Wang:Yes,alittle.Yourcompanyisveryfamous.Yourcosmeticsandskincareproductsareverypopularwithwomenallovertheworld.Mr.White:Huh,that’sright.MissWang,canyoutellmewhichuniversityyouattended?Wang:SunYat-sen.Mr.White:Andwhatdegreehaveyougot?Wang:Ihaveabachelor’sdegreeinbusinessadministration.Mr.White:HowisyourEnglishYouknow,somestaffmembersinourcompanyareAmericans,soconversationalEnglishisveryimportant.Wang:IpassedTEM8atcollege,andIamgoodatoralEnglish.IthinkIcancommunicatewithAmericansquitewell.Mr.White:Good.IknowyouarenowwithUnitedButter.Whatisyourchiefresponsibilitythere?Wang:I’veworkedthereforfiveyears,sinceIgraduatedfromcollege.Twoyearsago,IwasappointedBrandManager—responsibleforthePandalineofbiscuits.Mr.White:Whydoyouwanttochangeyourjob?Wang:Iwanttochangemyworkenvironment,seeknewchallengesandbroadenmyexperience.That’swhyIwanttomoveintosales.Mr.White:Whatdoyouthinkisthemostimportantqualificationforasalesperson?Wang:Ithinkit’sself-confidenceandqualityproducts.Mr.White:Iagreewithyou.Whatsalarywouldyouexpecttogethere?Wang:Well,Iwouldleaveittoyoutodecideafteryouconsidermyabilities.MycurrentannualincomeinUnitedButteris150thousand.But,er,…couldyoutellmealittlemoreaboutwhatthejobentails?Mr.White:Youwouldbeinchargeofallthesalesactivities,forallhairproductsinnortheastChina.Thiswouldinvolvemarketanalysis,clientserviceanddevelopment,salespromotion,andregularcustomersatisfactionsurveys.You’dreportdirectlytotheRegionalSalesDirector.Doyouhaveanyotherquestions?Wang:Yes,onlyone.WhencanIgetyourdecision?Mr.White:Ineedtodiscusswithotherboardmembers.We’llnotifyyouofourdecisionassoonaspossible.But…tobehonest,youseemtobeagoodcandidatewiththerightkindofexperienceandpersonality.You’rehighonmylist.Wang:That’sgood!Thankyou,Mr.White.Ilookforwardtohearingfromyou.Goodbye.Mr.White:Goodbye.Key:o1.FTFFTo2.1)SalesManager2)Five3)BrandManager4)biscuits5)BusinessAdministration6)oralEnglishScriptsUnit2Script:Sherry:Daniel,it’syou!Ihaven’tseenyouforyears.Howareyoudoing?

Daniel:Verywell,thankyou.Andyou,Shelly?Sherry:Nottoobad.Iheardyou’vegotanewjob.So,whatdoyoudonow?

Daniel:Iamanengineerinalargeinternationalcarcorporationnow.Sherry:Oh,that’snice!Whichdepartmentareyouin?Daniel:I’mintheResearchandDevelopmentDepartment.Sherry:Thatsoundsgreat!Daniel:Yes,it’sreallyaveryexcitingandrewardingjob.Atthemoment,wearedesigninganewtypeofcar.Sherry:Oh,reallyYou’vealwaysbeenclever,Daniel.Iknewyou’ddosomethingverychallengingandcreative.Doyouneedtoworkovertime?Daniel:Notreally,Ijustworkregularhoursmostofthetime.ButonFridaynights,Isometimesstayintheofficeafterworktodealwithunfinishedtasks.Sherry:Well,Daniel,youmustcomeandseemesometimeandtellmeallaboutitoveracupoftea.Daniel:Icertainlywill.Whataboutyou,SherryHowisyourjob

Sherry:Iamstilltheaccountantofthatcosmeticscompany…Task2DescribingjobsScript:vJack:Hi,I’mJack.I’mthemanageroftheResearch&DevelopmentDepartment.I’vebeeninthispositionforthreeyears.Ihavetomanageallaspectsoftheproductdevelopmentprocess,includingresourceallocation,budgetrequirementsandpersonnelmanagement.Ihavetoworkwithmarketingteamstoanalyzetheneedsofthedevelopingmarketsanddirectourworkaccordingly.I’mresponsibleforcreatingandmanagingtheR&Dteamsandfortheoverallplanning,execution,andsuccessoftheprojects.vJanet:I’mJanet,SalesManagerofR&TCompany.SinceIwaspromotedtothepositionofmanagerfouryearsago,I’vebeenengagedinvariousresponsibilities.Myresponsibilitiesinclude:developingsalesstrategies;achievingsalestargets;recruitingandtrainingsalesstaff;supervisingandmotivatingteamperformance;expandingthecustomerbaseandensuringhighlevelsofcustomersatisfaction.vStanley:Hi,I’mStanley.AsthemanageroftheProductionDepartment,I’mresponsibleforselecting,developingandmanagingahighlycompetentandmotivatedstaffofemployees;ensuringthatproductioniscost-effectiveandtheproductsareproducedontimeandofgoodquality.Moreover,Ihavetoworkoutthehumanandmaterialresourcesneeded.I’malsoresponsibleforidentifyingthetrainingneedsofourstaffandcultivatingacultureofcontinuousimprovementinallaspectsofmanufacturing.PartIVViewingandSpeakingVideo1IntroducingtitlesandresponsibilitiesScript:President:Goodafternoon,everyone!ThisisRobinCopperfield,thenewvicepresidentofourcompany.Hewillbeinchargeoftheaccountingwork.Let’sgivehimawarmwelcome!Robin:Thankyou!President:Mr.Copperfieldisanexpertinthefieldofaccounting.So,itisapleasureforustohavehimhere.Now,Mr.Copperfield,I’dliketointroducethevicepresidentsandmanagerstoyou.Robin:It’sOK,thankyou!President:ThisisMayBates,VicePresidentinchargeoftheAdministrationDepartmentandtheNeighborhoodServiceDepartment.Robin:Nicetomeetyou,Ms.Bates.Ms.Bates:Nicetomeetyou,Mr.Copperfield.President:AndthisisDennisHayes.VicePresidentinchargeoftheMarketingDepartmentandtheSalesDepartment.DennisHayes:Howdoyoudo,Mr.CopperfieldGladtomeetyou.Robin:Gladtomeetyou,Mr.Hayes.President:Andthisis…oh,whereisAndrewJefferson?Robin:Mr.JeffersonI’vemethimbefore.Iheardheisoneofthesecretsofthiscompany’ssuccess.Everyonewasravingaboutwhatagreatjobhe’sdonein…President:Uh…speakofthedevil…Mr.Jeffersonhasjustarrived.Mr.Jefferson:Hi,Mr.Copperfield,goodtoseeyouagain.Robin:Goodtoseeyou,Mr.Jefferson.Mr.Jefferson:Sorry,I’mlate.Iwastalkingtoaclient.Robin:Oh,that’sOK.Howmanydepartmentsareyouinchargeof,Mr.Jefferson?Mr.Jefferson:Four:Research&Development,Engineering,ContractBudgets,andProjectPreparation.Robin:Nowonderyou’resobusy.President:Mr.Copperfield,therearethreemanagerswhoreportdirectlytoyou,andtheyareallladies.So,ladies,canyouintroduceyourselves?AdaBlack:I’mAdaBlack,responsibleformanagementaccounts.CarolineClinton:I’mCarolineClinton,responsibleforfinancialaccounts.LucyWhite:I’mLucyWhite,responsiblefordataprocessing.Robin:Oh,good.Nicetomeetyouall,ladies.Key:1.CarolineClinton:financialaccountsLucyWhite:dataprocessingAdaBalck:managementaccounts2.Administration;Marketing;Engineering;ProjectPreparation;Accounting3.1）administration：rearserviceofthecompany,coordinatingthestafftoexercise2)neighborhoodservice:workingoutplansforpreserving&improvingthephysicl,social&economichealthofneighbor.3)marketing:establishingmarketingstrategiesto4)research&development:providingadviceonavailableresearch5)engineering:manage&controllingprojectquality,schedule&costs6)contractbudgets:leadthepreparation,development&managementoftheoperationalVideo2Doyoulikeyourjob?Script:Robin:What’syourjobnow,JeromeDoyoustillworkforthatwhollyfundedAmericancompany

Jerome:No,Ileftitthreeyearsago.Ihavemyownbusinessnow.Frank:Gee,that’sgreat!Howdoyoufeelasaself-employedentrepreneurJerome:Ifeelgood.IcanmakealotmoremoneythanbeforeandIhavealotofindependenceindoingthings.But,sometimesIge[t]tired.Asyouknow,it’snotveryeasytorunabusinessonyourown.Whataboutyou,FrankWhatareyoudoingnow

Frank:I’veworkedforseveralcompanies.Aftergraduation,Iwen[t]toapriva[te]company.Thenayearlater,IchangedtoaSino-Japanese[‘sain?u,d??p?’ni:z]joint-ventureenterpriseandworkedasasalesassistant.Twoyearslater,Imovedontoacomputercompanyandworkedinexportsales.Andnow,I’manadvertisingexecutive.Colin:Oh,youarearealjob-hopper.Whyhaveyouchangedjobssooften?Frank:I’malwaysinterestedinnewchallenges.Iknowchangingjobsfrequentlycanbeawasteofacompany’shumanresources,butI’mgainingalotofexperience!Howisyourjob,Colin?Colin:I’vebeenworkingforthePMCTextilePlantsinceIgraduated.Twoyearsago,IwaspromotedtoLineSupervisor.Frank:Doyoulikeyourjob?Colin:ThesalaryandbenefitsareOk,butIdon’tliketheworkenvironment.Youknow,theworkshopsareverynoisysometimes.Also,Idon’toftengetanopportunitytogoanywhere.Ihatestayinginthesameplaceallthetime.Youoftentravelonbusiness,right,Robin?Robin:Yes.Asabuyer,Imus[t]traveltopurchasestock.I’vebeentoalotofplaces.Colin:MaybeIshouldthinkaboutbecomingabuyer…Robin:Mm…,everythinghastwosides.Igetfedupwithtraveling.Nowadays,Iwan[t]tospendmoretimewithmyfamily.Janet:Hi,guys,mayIjoinyou?Everybody:Sure.Haveaseat.Janet:Youenjoygettingtogether,don’tyou?Whatareyoutalkingabout?Robin:Jobs.Whatkindofjobdoyouhave,Janet?Janet:I’mthePublicRelationsManagerinaholdingcompany.Colin:Doyouenjoyit?Janet:Yes.WhatIlikeaboutitisthatIcanmeetalotofnewandinterestingpeople.Robin:Howaboutyourworkinghours?Janet:That’sthetrouble.IusuallyhavetoworkovertimebecauseIoftenhavedinnerpartiesintheevening.Idon’tgetenoughtimewithmyfamilyandbaby.Key:1.self-employedentrepreneur,buyer,LineSupervisor,AdvertisingExecutive,PublicRelationsManager2.NameslikedislikeJeromemakingalotmoremoney;havinglotsofindependenceindoingthingsfeelingtiredsometimesRobinhavingbeentoalotofplacestoomuchtraveling;havingverylittletimetospendwithhisfamilyColingoodsalaryandbenefitsnoisyworkenvironment;seldomhavingtheopportunitytogooutFranknewchallenges;alotofexperienceJanetmeetingalotofnew&interestingpeopleoftenhavingdinnerpartiesintheevening;havinglittletimewithherfamilyandbabyScriptsUnit3PartIIListeningandSpeakingTask1MakingacallScript:OfficeAssistant:Goodmorning.LuckPromotions.MayIhelpyou?Mike:Hello,thisisMikeTwistfromSmoothCommunication.CouldIspeaktoSteveTurner,please?OfficeAssistant:Justamoment,please.Steve:Hi,Mike.It’snicetohearfromyou.How’stheEnglishweather?Mike:It’sprettygoodforthistimeofyear.What’sitlikeinNewYork?Steve:Notgood,I’mafraid.Mike:That’sapity!I’mplanningtocomebynextweek.Steve:ReallyWell,you’llcomebyandseeuswhileyou’rehere,Ihope.Mike:That’swhatI’mphoningabout.I’vegotameetingwithacustomerinBostononThursdaynextweek.Iwashopingwecouldarrangetomeetupeitherbeforeorafterthat.Steve:Great.Thatwouldgivemeachancetoshowyouthatconventioncenter.Mike:That’swhatIwasthinking.Steve:YousaidyouhavetobeinBostononThursdayThat’sthe7th

Mike:That’sright.IcouldstopoverinNewYorkontheway—thatwouldbeWednesday.Wouldthatbepossible?Steve:Ah,I’mafraidIwon’tbeintheofficeonWednesday.Mike:Er,well,theotherpossibilitywouldbetoarrangeitafterIleaveBoston.Steve:WhendoyouplantoleaveBoston?Mike:EitherThursdayafternoonorFridaymorning,butIwouldliketocatchaflightbacktoLondononFridayevening.Steve:Ok.Well,itwouldbebestforusifyoucouldflyinonFridaymorning.Iwillpickyouupattheairport,andthenIcouldshowyoutheconventioncenter.Ifthere’stime,youcouldcomebacktotheofficeandwe’llrunthroughanyofthedetailsthatstillhaven’tbeenfinalized.Mike:Thatsoundsgood.JustaslongasIcangetbacktotheairportformyeveningflight.Steve:Noproblem.Look,whydon’tyoufaxmeyourinformationonceyou’veconfirmedyourflightThenwe’llgetbacktoyouwithanitineraryfortheday—that’sFridaythe8th,right

Mike:That’sright.Good.Well,I’lldothatandIlookforwardtoseeingyounextweek.Key:FFTTFTFFTask2LeavingamessageScript:Operator:Hello,ABCCo.Ltd.HowcanIhelpyou?Paul:ThisisPaulJacksonofGrandCompany.CanIhaveextension3421?Operator:Certainly,holdonaminuteandI’llputyouthrough.Roy:LouisePaulson’soffice.ThisisRoyspeaking.Paul:ThisisPaulJacksoncalling.IsLouisein?Roy:I’msorry.She’soutatthemoment.Paul:Whenwillshebeback?Roy:I’mafraidshewon’tbebacksoon.CanItakeamessage?Paul:Yes,couldyouaskhertocallmeat979-326-8965.IneedtotalktoherabouttheorderweplacedlastFriday.I’mafraidwehavetomakesomechangestotheorder.Tellherit’surgent.Roy:Couldyourepeatthenumberplease?Paul:Yes,it’s979-326-8965andthisisPaulJackson.Roy:Couldyouspellit?Paul:P-A-U-L,Paul,J-A-C-K-S-O-N,Jackson.PaulJackson.Roy:Thankyou,Mr.Jackson.I’llmakesureLouisegetsthisassoonaspossible.Paul:Thanks,bye.Roy:Bye.Key:MessageNoteTo:LouisePaulsonFrom:PaulJacksonPhone:979-326-8965Message:RingbacktohimabouttheordertheyplacedlastFriday.Theyhavetomakesomechangestotheorder.It’surgent.Takenby:RoyPartIVViewing&SpeakingVideo1LeavingamessageScript:Receptionist:Hello,InternationalSales.Mr.Schulz:Hello,thisisMr.Schulzhere,callingfromEngland.Receptionist:Yes,Mr.Schulz,whodoyouwanttospeaktoMr.Schulz:I’dliketospeaktoMr.Matthews.Receptionist:Fine.Holdtheline,please.I’mconnectingyounow.(connected)MissPerez:Hello.Mr.Matthew’soffice.Who’scallingplease?Mr.Schulz:ThisisMr.SchulzcallingfromEngland.CanIhaveawordwithMr.Matthews?MissPerez:I’mafraidMr.Matthewsisn’tavailable.He’sgonetoHongKongonbusinessforafewdays.Mr.Schulz:Whendoyouexpecthimback?MissPerez:He’llbebackonFridayafternoon.Isiturgent?Mr.Schulz:Yes.MissPerez:CanItakeamessageforhim?Mr.Schulz:Yes,please.Willyoutellhimthatwe’vejustreceivedyoursampleofthenewassemblycoffeetableandarequitehappywithit?MissPerez:Sure.It’sverykindofyoutosayso.Canweexpectanorderfromyou?Mr.Schulz:That’swhyI’mmakingthecall.PleasetellMr.Matthewswe’requitehappywiththequalityanddesignofthetable,butthepriceistoohigh.Weneedsomenegotiationonit.MissPerez:OK,Mr.Schulz.Anythingelse?Mr.Schulz:Onemorething.PleaseinformMr.MatthewsthatIwon’tbeabletogettoyourcompanythatearlythisSaturdaybecauseoftherailstrike.It’llprobablybeafternoonbeforeIarrive.MissPerez:Noproblem,I’llgivehimthemessage.Mr.Schulz:Thanks.MissPerez:You’rewelcome.Goodbye.Key:1.FFTTF2.Message1)Willyoutellhimthatwe’vejustreceivedyoursampleofthenewassemblycoffeetableandarequitehappywithit?

Message2)PleasetellMr.Matthewswe’requitehappywiththequalityanddesignofthetable,butthepriceistoohigh.Weneedsomenegotiationonit.Message3)PleaseinformMr.MatthewsthatIwon’tbeabletogettoyourcompanyearlyonSaturdaybecauseoftherailstrike.Iprobablywon’tarriveuntilthatafternoon.Video2Youarehardtogetholdof!Script:FirstattemptReceptionist:Goodafternoon,thisisDNN.HowcanIhelpyou?Ms.Mandel:Goodafternoon.I’dliketospeaktoMr.Miller,please.Receptionist:Mr.MillerHoldon,please.I’llconnectyou.(connected)LeoMiller:Mr.Millerspeaking.Who’scallingplease?Ms.Mandel:ThisisMs.MandelfromBCM.IsthisHenryMiller?LeoMiller:WhatHenryMillerNo,thisisLeoMiller,intheSalesDepartment.HenryMillerisintheCustomerRelationsOffice.I’mafraidyou’vedialedthewrongextension.

Ms.Mandel:Oh,sorrytohaveinterruptedyou.CanyougivemeHenryMiller’sextension,please?LeoMiller:Sorry,Ihaven’tgotadirectoryonhandnow.WouldyoumindcallingtheswitchboardagainI’msorrynottobeofmorehelp.Ms.Mandel:Oh,Ok.Itdoesn’tmatter.I’llcalltothereceptionist.Thankyou,anyway.SecondattemptReceptionist:Goodafternoon.HowcanIhelpyou?Ms.Mandel:Goodafternoon.ThisisMs.Mandelagain.I’mafraidyougavemethewrongextensionjustnow.IwanttospeaktoHenryMiller,notLeoMiller.Receptionist:Oh,therearetwoMr.Millerinourcompany.I’mverysorry,Ididn’tnoticethat.I’llputyouthroughrightnow.Pleasewaitaminute.Ms.Mandel:OK.I’mholding.(Phonerings.Nobodyanswersthephone.Ms.Mandelhangsupthephone.)ThirdattemptReceptionist:Goodafternoon.HowcanIhelpyou?Ms.Mandel:It’smeagain—Ms.Mandel.I’mstillhavingtroublegettingthroughtoHenryMiller.Nooneisansweringhisline.IreallyneedtotalktoMr.Millerassoonaspossible.Weplacedanorderwithyoulastweek,butwehavesofarheardnothingaboutit.It’sarushorder,andweneediturgently.Canyouhelp?Receptionist:Ofcourse.I’llgoandfindhimandaskhimtoringyouimmediately.Theremaybeaproblemwithhisline.Ms.Mandel:OK,thankyousomuch.Fourthattempt(Mr.Millerisinhisoffice.Thephonelineisconnected.)Ms.Mandel:Hello,Mr.Miller,thisisMs.Mandel.Thankyouforringingback.Youarehardtogetholdof!HenryMiller:Oh,I’mterriblysorryforthetrouble.IwasinameetingandIleftmycellphoneinmyoffice.Ms.Mandel:Oh,OK.Mr.Miller,I’mcallingyouabout…Key:1.Firstattempt1)A2)CSecondattempt3)CThirdattempt4)C5)BFourthattempt6)C2.1)WhenMs.MandelaskedforMr.Miller,thereceptionistreplied,“Holdon,please.I’llconnectyou.”2)WhenLeoMillerfoundoutthathewasnottheoneMs.Mandelaskedfor,hesaid,“I’mafraidyou’vedialedthewrongextension.”3)WhenMs.Mandelwastoldshedialedthewrongnumber,shesaid,“Oh,sorrytohaveinterruptedyou.CanyougivemeHenryMiller’sextension,please”4)Whenthereceptionistrealizedshehadgiventhewrongextension,shesaid,“I’mverysorry,Ididn’tnoticethat.I’llputyouthroughrightnow.Pleasewaitaminute.”5)WhenMs.Mandelphonedthereceptionistthethirdtime,sheexplained,“It’smeagain—Ms.Mandel.I’mstillhavingtroublegettingthroughtoHenryMiller…C