商務(wù)英語(yǔ)口語(yǔ)課件

TaskTwo

OnthePhone

任務(wù)二

電話邀約

Learningobjective

Beawareofthebasicbusinesstelephoneetiquette.Beabletotalkwithyourclientoverthetelephone.SectionAMovieTime

看電影學(xué)英語(yǔ)ThePursuitofHappynessSection

BWorkandLearn

做中學(xué)BusinessCommunicationSkills－MistakesinaConversation(1)MistakesinaConversation(1)Notlistening

AskingtoomanyquestionsWorkSkills－TelephoneEtiquette

工作技巧——電話禮儀Whatshouldyoudowhenyoureceiveabusinesscall?Whatwillyousaytoyourclientbeforeyouhangupthephone?Whatshouldyoudowhenreceivingabusinesscall?Whenreceivingabusinessphonecall,youmay:identifyyourselfprofessionallybygivingyourfirstandlastnameandyourdepartment.Knowhowtoputpeopleonholdandkeepthemthererespectfullyandhowtotransfercallsexpertly.Ifyou’regoingtobeout,haveyouransweringsystemtellthecallerwhentheycanexpectacallbackandprogramyourphonetopickupimmediately.Besuretokeepmailboxesemptyandkeepyourvoicemessagesupdated.Returnphonecallspromptly.Ifyoudon’thaveananswer,callandexplainwhatyou’redoingtogettherequestedinformation,ordirectthemtotheappropriateplacetogetit.電話商談常見(jiàn)五個(gè)步驟第一步問(wèn)候

每個(gè)電話都應(yīng)以禮貌的問(wèn)候開(kāi)始，例如：Hi,how’veyoubeen?或者Nicetohearfromyou。第二步逐步表明來(lái)意

可使用短語(yǔ)I’mjustcallingto...作為過(guò)渡。例如，I’mjustcallingtoseeifyou’dliketosetupameeting.如果要找出別人為什么打電話給你，可以這么引導(dǎo)對(duì)話SowhatcanIdoforyou?第三步禮貌的打斷別人

例如，用Iwouldliketosaysomethinghere,ifImay或Allowmetomakeapoint禮貌地插話，或是，可以問(wèn)一句：MayIinterruptyouforasecond?

第四步確認(rèn)

如在通話中制訂計(jì)劃可用短語(yǔ)Pleaseletmeconfirm...和So,letmemakesureI’vegotthingsstraight...來(lái)加以確認(rèn)。第五步結(jié)束電話

可以在合適的情況下說(shuō)goodluckonthatinterview或hopeyoufeelbettersoon?？梢源_認(rèn)一下你們制訂的任何計(jì)劃：I’llseeyouonFriday,then.有時(shí)最簡(jiǎn)單的方式就說(shuō)你和某人通話非常的愉快，如：WellJohn,it’sbeenapleasuretalkingtoyou.Whatwillyousaytoyourclientbeforehangingupthephone?結(jié)束與客戶電話交談的方式，大致可分為以下幾種情況：如果打電話的人你非常熟悉，可以說(shuō)一句來(lái)結(jié)束通話：

IsthereanythingelseIcandoforyou?還有什么我可以幫忙的嗎？如果你認(rèn)識(shí)對(duì)方家人但又不太熟悉的話，不妨加上這樣的問(wèn)候來(lái)增進(jìn)彼此的情誼：

Sayhellotoyourfolks.請(qǐng)代向你家人問(wèn)安。如果你答應(yīng)給別人傳話，可以說(shuō)：

ThenI’llmakesurehegetsyourmessage.我一定會(huì)轉(zhuǎn)達(dá)您的話。如果接待的是你的客戶，也可以使用一些慣用的客套話，比如：

Thankyouforcalling.謝謝您打電話來(lái)。

Nicetalkingtoyou.很高興與你通話。

Hopetoseeyouagainsoon.希望近日還能見(jiàn)面。如果你是打電話的一方，可以這樣結(jié)束通話：

That’sallIhavetosayfornow.這就是我現(xiàn)在所要講的。

Thankyouforyourtrouble.謝謝，麻煩您了。

Well,I’llcallyouagainlater.我會(huì)再打電話給您。Usefulsentencepatterns

AnsweringthephoneHello!Goodmorning.GrantHotel/Reception/SusanParkspeaking.HowmayIhelpyou?SusanPark’sOffice.SusanPark/SusanPark.MayIknowwho’scallingplease?AskingtospeaktosomeoneMay/Could/CanIspeakto/withDr.Smithplease?ThisisJohnGreenspeaking.I’dliketospeaktoDr.Smithplease.ThisisJohnGreen.ThisisJohnGreenfromABC.IsDr.Smithin,please?IsSusanthere?I’mrepresenting…MayIspeakwith…,please?AskingsomeonetowaitforamomentWouldyoumindholdingaminutewhileItrytofindher?Couldyouholdon,please?Pleaseholdonforasecond.Justa/Onemoment,please.Hangon.I’llgethim.Justasecond.Onemoment,please.I’llseeifhe’sin.AskingthecallertoleaveamessageI’msorrybuthe’snothererightnow.MayItakeamessageorwouldyouliketocallbacklater?I’msorrybutheistiedup/busy/occupied/inameetingnow.Wouldyouliketohavehimreturnyourcall?I’mafraidhecan’tspeaktoyou/takethecallatthismoment.Couldyoucallbackinafewminutes/later/inalittlewhile?TransferringinformationCouldyourepeatthat,please?Couldyousayitonceagain?Canyousayitlouder/slower?Haveyougotthat?Couldyoupleasespellit?Anythingelse?PleaseletmerepeattoseeifIgetit.MakinganappointmentI’mcallingtomakeanappointmentwithyoufornextMonday.Iwonderifitwouldbeconvenienttomeetyoutomorrow.WoulditbeconvenientifIcallonyoutonight?CouldyouarrangeanappointmentwithMr.Greenforme?I’dliketodropbytomorrowtotalkoverourplan.IlookforwardtoseeingyouatyourofficeonJuly18.Canyousqueezeinsometimeformenextweek?SuggestingatimeCanyoumakeitat3:00onMonday?Will9:00bealright/okaywithyou?Howabout/whatdoyouthinkof3:30?Anytimebefore6p.m..AnytimeexceptMondaywillbefine/okay/allrightwithme.I’mavailablefrom9:00to3:00.SampleDialogue對(duì)話范例

DingNa(D)，salesmanagerofK&SGroupEddieCollinscallsforDingNaforadiscussionabouthisvisittothecompany.LydiaWangisDingNa’sassistant.Lydiaputshimthrough.W:Goodmorning.K&SGroup.早上好。這里是凱斯集團(tuán)。C:Hello,thisisEddieCollinsfromMalaysiaMaiyaGroup.你好，我是馬來(lái)西亞美亞公司的艾迪·

柯林斯。W:Hello,Mr.Collins.ThisisLydiaWang.Veryhappytohearyouagain.柯林斯先生，您好。我是王莉迪,很高興又聽(tīng)到你的聲音。C:Lydia!Howiseverything?莉迪！一切可好？W:Fine,thankyou.HowmayIhelpyou?謝謝，我很好！能為您提供什么幫助嗎？C:CouldIspeaktoMissDingNa,please?可以幫我轉(zhuǎn)接丁娜小姐嗎？W:Justamoment,please.請(qǐng)稍等。C:Thanks,Lydia.謝謝，莉迪。W:MissDing,IhaveEddieCollinsonthelineforyou.丁小姐，艾迪·

柯林斯打來(lái)電話要找您。D:Thankyou.Hello,Mr.Collins.Nicetohearfromyou.How’stheweatherlikeinKualaLumpur['kwɑ:l?'lumpu?]吉隆坡?謝謝……你好，柯林斯先生。很高興接到你的電話。吉隆坡那邊的天氣怎么樣？C:It’sprettygoodforthetimeofyear.What’sitlikeinHangzhou?就今年這個(gè)時(shí)候來(lái)講，還是相當(dāng)不錯(cuò)的。杭州那邊的天氣呢？D:Notgood,I’mafraid.It’sratherhot.恐怕不怎么樣。

C:That’sapitybecauseI’mplanningtocomeacrossnextweek.那真糟糕，因?yàn)槲艺蛩阆露Y拜過(guò)去一趟。

D:Really?Well,you’llcomebytoseeuswhileyou’rehere,Ihope?真的嗎？希望你來(lái)的時(shí)候能順便過(guò)來(lái)看看我們，可以嗎？C:That’swhatI’mphoningabout.I’vegotameetingwithacustomerinBeijingonThursdaynextweek.Iwashopingwecouldarrangetomeetupeitherbeforeorafter.這正是我打電話想要告訴你的事情。下禮拜四，我要在北京會(huì)見(jiàn)一個(gè)客戶。我希望，在那之前或之后我們能找個(gè)時(shí)間見(jiàn)一下。D:Great.ThatwouldgiveusachancetoshowyouournewproductsandIcanarrangeameetingforyouandMr.Young,ourgeneralmanager.太好了。那樣我們就有機(jī)會(huì)請(qǐng)你參觀一下我們的新產(chǎn)品，我還可以安排您和我們公司總經(jīng)理?xiàng)钕壬鷷?huì)面。C:That’swhatIwasthinking.我也是這么想的。D:SoyousaidyouhavetobeinBeijingonThursday?That’sthe10th?你說(shuō)你要在禮拜四的時(shí)候到北京？那是10號(hào)吧？C:That’sright.Now,IcouldstopoverinHangzhouonMonday.Wouldthatbepossible?沒(méi)錯(cuò)。那樣的話，我也可以在去之前先去杭州一趟，可能是禮拜一的時(shí)候。沒(méi)問(wèn)題吧？D:OK.Well,itwouldbebestforusifyoucouldmakeitMondaymorning.Iwillpickyouupattheairport,andthenyoucouldmeetMr.Youngandwe’dshowyouaroundourcompany.Iftimepermits,youcouldcomebacktotheofficeandwe’llrunthroughanyofthedetailsthatyouareinterestedin.好。如果你能在禮拜一上午來(lái)杭州的話，那對(duì)我們來(lái)說(shuō)最好不過(guò)了。我可以去機(jī)場(chǎng)接你，安排你和楊先生會(huì)面，然后可以帶你去參觀我們公司。如果有時(shí)間的話，你可以再去一下我們的辦公室，我們可以簡(jiǎn)單商討一些相互關(guān)心的細(xì)節(jié)問(wèn)題。C:Thatsoundsgood.聽(tīng)起來(lái)不錯(cuò)。D:Look,whydon’tyoufaxmeyourinformationonceyou’veconfirmedyourflight?Thenwe’llgetbacktoyouwithanitineraryfortheday–that’sMonday,the7th,right?嗯，一旦你確定了你的航班日期，發(fā)個(gè)傳真告訴我具體情況如何？那樣我們就可以給你回復(fù)當(dāng)天的日程安排—7號(hào)禮拜一，對(duì)吧？C:That’sright.Well,I’lldothatandIlookforwardtoseeingyounextweek.沒(méi)錯(cuò)。好，我會(huì)的，我期待著下禮拜和你們見(jiàn)面。D:Samehere.Seeyounextweek.我也是。下禮拜見(jiàn)。LearntoWork實(shí)訓(xùn)練習(xí)

TrytheminEnglish.AnsweringthephoneAskingtospeaktosomeoneAskingsomeonetowaitforamomentAskingthecallertoleaveamessageTransferringinformationMakinganappointmentSuggestingatime

Role-playDialogue1EllaBlackwishestotalkaboutthecontractwithDingNa.DingNaisinameeting.LydiapromisestotellDingNatocallback.W:Goodafternoon,SalesDepartment.MayIhelpyou?下午好，銷售部，我能幫你什么忙嗎？B:CouldIspeaktoMissDingNa,please?可以和丁娜小姐說(shuō)話嗎？W:I’llseeifsheisavailable.WhoshallIsayiscalling,please?我要看一看她是否在。請(qǐng)問(wèn)您是哪位？B:EllaBlack，AmericanHuntersCompany.美國(guó)漢特公司的艾拉·布萊克。W:Holdtheline,please,MissBlack.

MissDingNaisinameetingwiththeManagingDirectoratthemoment,I’mafraid.CanIhelpyou?請(qǐng)別掛機(jī)，布萊克小姐。丁娜小姐正在和總經(jīng)理開(kāi)會(huì)，我可以幫你嗎？B:Well,Iwanttodiscusswithherthenewcontractwesignedlastweek.好的，我想跟她討論一下我們上星期簽訂的合同。W:Idon’tthinkthemeetingwillgoonmuchlonger.ShallIaskhertocallyouwhensheisfree?我想會(huì)議不會(huì)開(kāi)得太久，我讓她有空給你打電話，好嗎？

B:Yes,thatwouldbeeasiest.是的，那樣最好了。W:CouldIhaveyournameagain,please?請(qǐng)?jiān)僖淮胃嬖V我你的姓名，好嗎？B:Yes.It’sEllaBlack.好的，我叫艾拉·布萊克。W:Andthenumber?電話號(hào)碼呢？B:1-206-333-2888.號(hào)碼是1-206-333-2888。

W:OK.You’llbehearingfromMissDingNalaterinthemorningthen,MissBlack.好的，布萊克小姐，上午晚些時(shí)候，你會(huì)收到丁娜小姐的電話。

B:Thankyouforyourhelp.Good-bye.謝謝你的幫助，再見(jiàn)。W:Youarewelcome.Good-bye.別客氣，再見(jiàn)。YingQiang(Y)isthesalesmanagerofChinaTextilesImportandExportCo.Ltd.HecallsAmericanHuntersCompany.HeasksforEllaBlack,theimportmanager.Heinviteshertocomeforavisit.Role-playDialogue2Y:Hello.IsthisAmericanHuntersCompany?

您好！請(qǐng)問(wèn)是美國(guó)漢特公司嗎？A:Yes,thisisAmericanHuntersCompany.MayIhelpyou?是的！這里是美國(guó)漢特公司，請(qǐng)問(wèn)您有什么事？Y:MynameisYoungGangfromChinaTextilesImportandExportCompany.IwouldliketospeakwithMissEllaBlack.我是中國(guó)紡織品進(jìn)出口公司的英強(qiáng)，想找艾拉·布萊克小姐。A:Speaking.我就是。Y:Nicetospeaktoyou,MissBlack.WemetandtalkedonlastCantonFairin2009.IknewyouwereveryinterestedinChinesesilkgarments.Wearepleasedtoinformyouthatwehavejustmarketedournewly-developedproducts.布萊克小姐，很高興和您通話。我有幸在2009年廣交會(huì)上認(rèn)識(shí)您，并了解到貴公司對(duì)中國(guó)絲綢服裝很感興趣。我們新開(kāi)發(fā)的產(chǎn)品已推出上市，特此奉告。A:Yes,Ihavereadaboutitinatradejournal.Yournewproductsseemlikepromising,butIhavenotseenanydetailsaboutityet.是，我曾在商業(yè)雜志中看過(guò)。你們的新產(chǎn)品似乎蠻有前景的，但是我還沒(méi)有看到商品的細(xì)節(jié)介紹。Y:Iwillsendyousomebrochures,ifyouareinterested.如果您有興趣的話，我可以寄一些簡(jiǎn)介產(chǎn)品的小冊(cè)子。A:Thatwillbegood.Thankyou.那很好，謝謝！Y:Afteryoustudythem,couldIhaveanopportunitytomeetyouanddiscussvariouspossibilitiesintheAmericanmarket?在您了解商品之后，我們能否有機(jī)會(huì)見(jiàn)面并討論商品進(jìn)入美國(guó)的市場(chǎng)的可能性？A:Fine.IamgoingtoShanghainextmonthforabusinessmeeting.Icanprobablymanageashortvisit.好。我下個(gè)月去上海開(kāi)會(huì)，可以對(duì)貴公司做個(gè)簡(jiǎn)短的拜訪。Y:That’sgreat.We’llbelookingforwardtothat.太好啦！我們期待著您的到來(lái)。Dubbing

ConversationOneConversationTwoConversationThreeSectionC

LessonsfromtheProfessionalsTakenotes.

Givemoreattentiontoyourcustomers.

Whatshouldyoudo?TaskThree

AttheAirport

任務(wù)三

機(jī)場(chǎng)迎賓

Learningobjective

Beawareofthebusinessetiquetteofmeetingaclient.Beabletomeetyourclientattheairport.SectionAMovieTime

看電影學(xué)英語(yǔ)TheYearoftheYaoSectionBWorkandLearn

做中學(xué)BusinessCommunicationSkills－MistakesinaConversation(2)MistakesinaConversation(2)PoorDelivery

NothavingtoberightWorkSkills－Telephoneetiquettes

工作技巧——自我介紹Whatarethegeneralrulesforintroduction?Whatarethewaystointroduceyourself?Howtoconductagroupintroduction?Generalrulesforintroduction

Amanisalwaysintroducedtoawoman.Ayoungpersonisalwaysintroducedtoanolderperson.Alessimportantisalwaysintroducedtoamoreimportantperson.WaystointroduceyourselfSelf-introductionisagoodwaytoshowyourconfidence.Italsohelpstogetmoreopportunitiesinbusiness.e.g.Allowmetointroducemyselftoyou.MynameisDingNa.MayItakethelibertytointroducemyselftoyou?Nicetomeetyou.Welcometo…,Mr/Ms…I’m…/Mynameis...WaystointroduceyourselfIfyouknowtheguest’slastname,youmaysaylike,“Letmehelpyouwithyourluggage,Mr/Ms…”.Ifyouareawomaninthebusinessmeeting,it’sappropriatenowtostandupandshakethehandofaman.Sometimes,peoplewhodon’tliketoshakehandswillnotmeetyours.Thisisjusttheirpreference偏好，偏愛(ài).Howtoconductagroupintroduction?When

needingtocompleteagroupofintroductions,highestrankrulesovergender性別.Whenyoumeetsomeoneforthefirsttime,useatitleandhisorherlastnameuntilyouaretoldtodootherwise.Ifyouarenottoldofaperson’slastname,simplyusethefirstnameorthenickname.Howtoconductagroupintroduction?Ifyouforgetsomeone’sname,youcansometimes“cover”byintroducingapersonyoudoknowfirstasthiswillusuallygettheunknownpersontointroducehimselforherself.Ifthisdoesn’twork,admitthatyou’vehadamentalblock.Generallyspeaking,hostingsidewillintroducethemselvesfirsttothevisitingside.Thenthevisitingsidewilldotheself-introductiontothehostingsideinturn.Wordsandexpressionspicksbup接(某人)

e.g.Pleasewaitattheschoolgate.Johnwillpickyouupthere.請(qǐng)?jiān)谛ｉT口等候，約翰會(huì)到那里接您。I’llpickyouup.我開(kāi)車來(lái)接您。jetlag時(shí)差(反應(yīng))luggage行李getairsick暈機(jī)

e.g.Youmayprobablygetairsick,andI’llgetsomemedicineforyourightaway.您可能暈機(jī)了，我馬上給您拿藥。

Yousee,Igetairsickeasily.IfIhaveanaisleseat,Icangotothelavatoryquickly.我很容易暈機(jī)。如果我坐靠通道的座位，就能很快去盥洗室了。

Areyoufeelingairsick,sir?您覺(jué)得暈機(jī)嗎，先生？lobby['l?bi]n.前廳receptiondesk接待處informationdesk問(wèn)訊處

Usefulsentencepatterns

Excuseme,areyouEddieCollinsfromMalaysia?不好意思，您是馬來(lái)西亞來(lái)的艾迪·柯林斯嗎？Youmustbeourlong-expectedguest,MarkDavis.您一定是我們期待已久的客人—馬克·戴維斯吧？MayIintroducemyself?我能做個(gè)自我介紹嗎？Ihopeyou’vehadapleasantjourney.旅途愉快吧？Didyouhaveagoodflight?飛行途中還順利吧？Howlongdidtheflighttake?飛行了多長(zhǎng)時(shí)間？Itmustbeaverytiringtrip.想必旅途十分勞累吧？Hopeyouhaveanenjoyable/pleasant/nicestayhere.我希望您這次在這兒過(guò)得愉快。MayIhelpyouwithyourluggage?我能幫您拿行李嗎？Howdoyouliketheweatherhere?您覺(jué)得這里的天氣怎樣？SampleDialogue對(duì)話范例

Monday,June7,2010EddieCollinscomestoHangzhouforabusinessvisit.HearrivesatXiaoshanAirport.DingNameetshimattheairport.

D:Excuseme.Aren’tyouMr.CollinsfromMalaysia?不好意思，您就是來(lái)自馬來(lái)西亞的柯林斯先生吧？C:Yes,IamEddieCollins,purchasingmanagerofMalaysiaMaiyaGroup.您好，我是馬來(lái)西亞美亞公司的艾迪·柯林斯，我是采購(gòu)部經(jīng)理。D:Nicetomeetyou,Mr.Collins.I’mDingNa,salesmanagerfromK&SGroup.WelcometoHangzhou.We’vebeenlookingforwardtomeetingyou.很高興見(jiàn)到您，柯林斯先生。我是K&S集團(tuán)銷售部經(jīng)理丁娜，歡迎來(lái)杭州。我們一直期待您的到來(lái)。C:Howdoyoudo,MissWang.It’sverykindofyoubothtomeetmeattheairport.您好，王小姐。謝謝你們一起來(lái)機(jī)場(chǎng)接我。D:Didyouhaveagoodjourney?您旅途還愉快吧？C:Well,I’vegotalittleairsick.有點(diǎn)暈機(jī)。D:Youmustneedagoodrestaftertheflight.Let’sgostraighttothehotel.那您需要好好休息下，我們直接送您去賓館吧。C:Thatsoundsagoodidea.那太好了！D:MayIhelpyouwithyourluggage?我來(lái)幫您拿行李吧？C:Thankyou,MissDing,butIcanmanageitmyself.謝謝您，丁小姐。還是我自己來(lái)拿吧。D:Thiswayplease,Mr.Collins.柯林斯先生，這邊請(qǐng)。C:It’sabeautifulday,isn’tit? 今天天氣真不錯(cuò)啊。D:Yes,butIheardit’sgoingtorainthisafternoon 是啊，但是聽(tīng)說(shuō)下午要下雨。C:DoesitrainofteninHangzhou?杭州經(jīng)常下雨嗎？D:Yes.Itoftenrainsinthisseason.是的，杭州這個(gè)季節(jié)多雨。D:IsthisthefirsttimeyouhavecometoHangzhou,Mr.Collins?柯林斯先生，您第一次來(lái)杭州嗎？C:Yes.I’veheardalotaboutHangzhouandtheWestLakeinmycountry.Iamverygladtogetthischanceforavisit.是啊，早就聽(tīng)說(shuō)過(guò)杭州，很高興能借此機(jī)會(huì)來(lái)看看。D:Hopeyouenjoyyourstayhere.希望您在杭州過(guò)得愉快。LearntoWork實(shí)訓(xùn)練習(xí)TrytheminEnglish.WordsandExpressions接(某人)picksb.up時(shí)差(反應(yīng))jetlag行李luggage暈機(jī)getairsick前廳lobby接待處receptiondesk問(wèn)訊處informationdeskSentences請(qǐng)問(wèn)您是美國(guó)來(lái)的艾拉·布萊克嗎？Excuseme,areyouEllaBlack

fromtheUnitedStates?

您一定是我們期待已久的客人—馬克·戴維斯吧？Youmustbeourlong-expectedguest,MarkDavis.我能自我介紹下嗎？MayIintroducemyself?旅途愉快吧？Ihopeyou’vehadapleasantjourney.飛行途中還順利吧？Didyouhaveagoodflight?飛行了多長(zhǎng)時(shí)間？Howlongdidtheflighttake?想必旅途十分勞累吧？Itmustbeaverytiringtrip.我希望您這次在這兒過(guò)得愉快。Hopeyouhaveanenjoyable/pleasant/nicestayhere.我能幫您拿行李嗎？MayIhelpyouwithyourluggage?您覺(jué)得這里的天氣怎樣？Howdoyouliketheweatherhere?Role-playDialogue1YingQiang(Y)issalesmanagerofChinaTextilesImport&ExportCorporation.YingQiangismeetingEllaBlack(B)attheairport.Y:Excuseme.YoumustbeMs.BlackfromtheUnitedStates?請(qǐng)問(wèn)您是美國(guó)來(lái)的布萊克女士嗎??B:Yes,That’sright. IamEllaBlackfromAmericanHuntersCompany.Youare…?對(duì)，是我。我是來(lái)自美國(guó)漢特公司的艾拉·布萊克，請(qǐng)問(wèn)您是？Y:I’mYingQiang,SalesManagerofChinaTextilesImport&ExportCorporation.I’mheretowelcomeyou.我是英強(qiáng)，中國(guó)紡織品進(jìn)出口公司的銷售經(jīng)理。我是來(lái)接您的。B:Oh,thankyouverymuch.噢，非常感謝。Y:Didyouhaveagoodtrip,Ms.Black?布萊克女士，旅途還算愉快嗎？B:Onthewhole,it’sfairlycomfortable.總體來(lái)說(shuō)還是很舒適的。Y:Anyhow,it’salongwaytoChina,isn’tit?不過(guò)，到中國(guó)的旅途還是相當(dāng)長(zhǎng)的吧？B:Yes,Ifeelabittiredafterthe10-hourflight.

是啊，10個(gè)小時(shí)的飛行我真覺(jué)得有些累。Y:Butyoustilllookenergetic.但是您看上去依然是精力充沛。B:Oh，really?Thanks.噢，真的嗎?謝謝。

Y:Ihopeyou’llenjoyyourstayhere.我希望您這次在這兒過(guò)得愉快。B:Thankyouverymuch.謝謝。Y:Shallwestartforthehotelrightaway.我馬上送您去賓館好嗎？B:I’dliketo.謝謝。Y:Thisway,please,Ms.Black.Ourcariswaitingoverthere.布萊克女士，請(qǐng)跟我來(lái)，請(qǐng)跟我來(lái)，我們的車就停在那邊。YingQiangandhisassistant,RaeZhangaremeetingMikeBushfromABCCompanyattheairport.Role-playDialogue2Z:Excuseme.Aren’tyouMr.Bush?

您就是布什先生吧？B:Yes,IamMikeBushfromABCCompany.是的，我是ABC公司的麥克·

布什。Z:Nicetomeetyou,Mr.Bush.I’mRaeZhangandthisisYiangQiang,salesmanagerofChinaTextilesImport&ExportCorporation.We’reheretowelcomeyou.布什先生，很高興見(jiàn)到您。我是張瑞。這位是英強(qiáng)，中國(guó)紡織品進(jìn)出口公司的銷售經(jīng)理。我們前來(lái)接您。Y:Howdoyoudo,Mr.Bush.WelcometoHangzhou.I’vebeenlookingforwardtomeetingyou.

您好，布什先生。歡迎您來(lái)杭州。我們一直期待您的到來(lái)。B:Howdoyoudo.It’sverykindofyoubothtomeetmeattheairport.您好,謝謝你們來(lái)接我。Y:It’sapleasuretoseeyou,Mr.Bush.Didyouhaveagoodjourney?

很高興見(jiàn)到您，布什先生。您旅途還順利吧？B:Well,nottoobad.還不錯(cuò)。Y:IsthisyourfirstvisittoHangzhou?您第一次來(lái)杭州嗎？B:Yeah,butithasalwaysbeenmydreamtocometoHangzhou.是啊，我一直夢(mèng)想著來(lái)杭州。Y:Inthatcase,we’dliketoshowyouaroundHangzhoufirst.CanIcomeandpickyouuptomorrowmorning?這樣的話，我們先帶您游覽一下杭州市吧。明天一早我來(lái)接您好嗎？B:Oh,That’sverykindofyou.Ican’twaittoseetheWestLakewithmyowneyes.I’llbelookingforwardtothat.噢，太好啦！我很想親眼去看看西湖，我等您來(lái)接我。Dubbing

ConversationOneConversationTwoConversationThreeSectionC

LessonsfromtheProfessionalsGettoknowyourclientbetter.Knowyourcompanyandyourclientswell.

Prepareagiftforyourclient.

Whatshouldyoudo?TaskFour

AttheHotel

任務(wù)四

酒店入住Learningobjective

Beabletohelpyourclientwiththehotelcheck-in.SectionAMovieTime

看電影學(xué)英語(yǔ)Friends:TheOnewithRachel’sDream

SectionBWorkandLearn

做中學(xué)BusinessCommunicationSkillsHowtoHaveaBusinessConversation?HowtoHaveaBusinessConversation?

Gettoknowyourbusinessconversationpartner.Locatesomecommonground.Movetowardtopicsthatconnectyouandyourconversationpartner.Listenandrespondquickly.Complimentyourconversationpartnerthroughouttheexchange.Makeyourownpointsinthebusinessconversationinafirm堅(jiān)定的butconciseway.Closeyourbusinessconversationwithafirmhandshakeandasmile.Workskills－HotelReservation

工作技巧——預(yù)定酒店1.Whatinformationdoyouneedtogetfromyourclientforhotelreservation?2.Whenyouarereservingahotelroomforyourclient,whatshouldyoutakeintoconsideration?InformationyouaresupposedtogetfromyourclientforhotelreservationNameoftheguest:givennameandsurname

E-mail:thee-mailaddressthatthebookingconfirmationwillcometoNationality:CountryofresidenceAddress:PlaceofresidenceCheck-in

date:ThesupposeddateofcheckingintothehotelCheck-out

date:ThesupposeddateofcheckingoutofthehotelComments:Specialrequirements/wishesconcerningthecustomer’saccommodation.ThingsyoushouldtakeintoconsiderationthefacilitiesandservicesofthehotelthepriceofthehotelthenumberofthegueststhescheduleofthegueststhelocationofthehotelandthetrafficarounditthepreferenceortaboosoftheguestsiftheyhaveanyWordsandexpressionsregistration登記入住porter行李員e.g.Itippedtheporter50pence.我給了搬運(yùn)工50便士小費(fèi)。

Thehotelporterwillhelpyou.旅館的行李員會(huì)幫您的忙。baggage行李servicecharge服務(wù)費(fèi)suite套房doubleroom雙人房(允許兩個(gè)人住并配有一個(gè)雙人床的房間)e.g.There’snopricedifferencebetweenadoubleroomandatwinroom.一間帶雙人床的房間和一間帶兩張單人床的房間在價(jià)格上沒(méi)什么差別。twinroom雙人房(允許兩個(gè)人住并配有兩張單人床的房間，即所謂標(biāo)準(zhǔn)間)e.g.I’dlikeatwinroomfacingthegarden.我想要一間朝花園的備有兩張單人床的房間。singleroom單人房frontdesk前臺(tái)receptionist接待員servicecounter服務(wù)臺(tái)receptiondesk服務(wù)臺(tái)，接待處room(key)card房卡

Usefulsentencepatterns

Whatkindofroomwouldyoulike?您要什么樣的房間Wouldyoulikeasingleroomoratwin/doubleroom?您要單人房還是雙人房？Doyouhaveasingleroom?你們有沒(méi)有單人房間？Istherearoomatthebackofthehotel?Iwantaquietroom.有沒(méi)有靠后面的房間？我要一個(gè)安靜的房間。I’dlikeatwin/doubleroomwithabath.我想要一個(gè)帶浴室的雙人間。I’dlikeasingleroomwithaview.我想要一個(gè)帶風(fēng)景的單人房間。CanIseetheroom,please?我看看房間行嗎？Howlongdoyouintendtostay?您打算住多久？MayIseeyourpassport,please?請(qǐng)出示您的護(hù)照。SampleDialogue對(duì)話范例DingNaishelpingEddieCollinswithhishotelcheck-in.R:Goodafternoon,sir.Goodafternoon,miss.MayIhelpyou?先生，小姐，下午好！我能效勞嗎？D:Yes.Isthereasingleroomavailable,please?請(qǐng)問(wèn)有單人房嗎？R:Haveyoumadeareservation?您有預(yù)訂嗎？D:Yes.For

EddieCollins.Icalledtoreserveasingleroomtwoweeksago.是的，兩周前我打電話為艾迪·柯林斯預(yù)訂了一間單人房。R:Justamoment,miss.I’llcheckonyourreservation.Yes.Wehaveyouinourrecord.小姐，請(qǐng)稍等，我查一下你們的預(yù)訂登記。是的，有預(yù)訂。R:CanIseeyourIDcardorpassport,Mr.Collins?請(qǐng)出示您的身份證或護(hù)照，柯林斯先生。C:Sure,hereyouare.好的，給你。R:Thankyou,Mr.Collins.You’llhaveasingleroomonthetopfloorwithaverygoodviewoftheWestLake.謝謝柯林斯先生。您的房間在頂層，可以看到西湖的美麗景色。C:Great!Ilikethisroom.太好了，我喜歡這個(gè)房間。D:I’mgladyoulikeit,Mr.Collins.我很高興你喜歡這房間，柯林斯先生。C:Howmuchdoyouchargefortheroom?房?jī)r(jià)多少？R:WechargeRMB988pernight,plus15percentservicecharge.Willyoupleasefillouttheregistrationform,Mr.Collins?房?jī)r(jià)每晚988元人民幣，加15%服務(wù)費(fèi)。請(qǐng)您填寫這張登記表好嗎？C:Sure.CanIuseacreditcard?行。我可以使用信用卡嗎？R:Yes,weacceptcreditcards,includingMaster,Visa,GreatWallsandPeony['pi:?ni:]牡丹

cards.我們接受信用卡，包括萬(wàn)事達(dá)、維薩、長(zhǎng)城和牡丹卡。C:Good.好。D:Theyhavetworestaurants.TheChineseoneisonthesecondfloorandtheWesternoneisonthethirdfloor.有兩個(gè)餐廳，中餐廳在二樓，西餐廳在三樓。C:Great.I’dliketotrysomeChinesefood.好極了，我會(huì)多去品嘗中國(guó)菜。R:Yourbreakfastsarefreeofcharge.Hereareyourbreakfastcoupons.早餐是免費(fèi)的，這是您的早餐券。C:Thankyou.謝謝！R:Haveanicestay!祝您入住愉快！LearntoWork實(shí)訓(xùn)練習(xí)TrytheminEnglish.WordsandExpressions登記入住registration行李員porter行李baggage服務(wù)費(fèi)servicecharge套房suite雙人房doubleroom/twinroom

單人房singleroom前臺(tái)frontdesk接待員receptionist服務(wù)臺(tái)servicecounter服務(wù)臺(tái)，接待處receptiondesk房卡room(key)cardSentences您要什么樣的房間？Whatkindofroomwouldyoulike?您要單人房還是雙人房？Wouldyoulikeasingleroomoratwin/doubleroom?你們有沒(méi)有單人房間？Doyouhaveasingleroom?有沒(méi)有靠后面的房間？我要一個(gè)安靜的房間。Istherearoomatthebackofthehotel?Iwantaquietroom.我想要一個(gè)帶浴室的雙人間。I’dlikeatwin/doubleroomwithabath.我想要一個(gè)帶風(fēng)景的單人房間。I’dlikeasingleroomwithaview.我看看房間行嗎？CanIseetheroom,please?您打算住多久？Howlongdoyouintendtostay?請(qǐng)出示您的護(hù)照。MayIseeyourpassport,please?Role-playDialogue1DingNa(D)hasreservedtwosingleroomsforLeonaWhite(W)andEllaHunter(H).Sheishelpingthemwiththeircheck-in.LeonaWhitewantsaquietroom.EllaHunterwantsaroomwithaview.nterwantsaroomwithaview.Receptionist(R):Goodmorning.CanIhelpyou?有什么可以為您效勞的嗎？D:Yes,wehaveareservationforthreenights.LeonaWhiteandEllaHunter.Icalledlastweek.

謝謝，我預(yù)訂了三天的住房。叫莉昂娜·懷特和艾拉·漢特，上周打電話預(yù)訂的。R:Onemoment,please.Yes,that’sfortwosinglerooms,isn’tit?I’vereservedrooms402and403foryou.請(qǐng)稍等。我查到了，您訂的是兩個(gè)單人房間，對(duì)嗎？我們安排了402和403房間W:Aretheyquietrooms?這兩個(gè)房間安靜嗎？R:Well,theyarefacingthestreet.Butthere’salovelyview.哦，它們是臨街的，但是街景不錯(cuò)。W:I’dlikequietrooms,thanks.不過(guò)我們想要安靜點(diǎn)的房間，謝謝。R:Ofcourse.Icanputyouinrooms311and312.Theyareattherearofthehotel.沒(méi)有問(wèn)題,我可以幫你調(diào)換到311和312房間。它們位于酒店后樓。D:Thankyou.謝謝。H:MissDing?丁小姐？D:Yes,Ella?什么事，艾拉？H:I’dlikeaview.我想住有街景的房間。D:Oh,isthereaview?噢，請(qǐng)問(wèn)那些房間能看到風(fēng)景嗎？R:Notreally.抱歉，沒(méi)有。D:Well...那么……H:Leona?莉昂娜？W:Yes,Ella?艾拉，怎么說(shuō)？H:Idon’tmindifourroomsarenottogether.I’dlikeaview.我不在意房間是不是在一起，我想住有風(fēng)景的房間。W:Allright.I’dlikeaquietroom.好吧，我要一個(gè)安靜的房間。D:Oh,I’llseewhatIcando.是這樣啊，我看看有沒(méi)有辦法。YingQiang(Y)ischeckinginatahotel.Heisheadingateamof30members.Heasksforadiscount.Role-playDialogue2Receptionist(R):Goodmorning.MayIhelpyou?早上好。我能幫你嗎？Y:Yes.Ourcompanyhasmadeareservationforthisweekend.是的。我們公司預(yù)訂了本周末的房間。R:What’sitsname,sir?請(qǐng)問(wèn)公司名是什么，先生？Y:ChinaTextilesImportandExportCompany.中國(guó)紡織品進(jìn)出口公司。R:Let’shaveacheck.Yes,yourstaffof30peoplearestayingforDecember18th,19thand20th.15twinrooms.Isthatright?

我查一下。是的。你們公司一行30人，住宿時(shí)間是12月18、19、20號(hào)，要15個(gè)雙人房間，對(duì)嗎？Y:Yes.是的。R:Wouldyoupleaseputitdownontheregistrationforms?請(qǐng)您填寫登記表好嗎？Y:Okay.Howmuchdoyoucharge?好的。請(qǐng)問(wèn)房?jī)r(jià)是多少?R:USD99pernight,plus15percentservicecharge.房?jī)r(jià)每晚99美元，加15%服務(wù)費(fèi)。Y:Willyougivemesomediscount?可以打折嗎?R:Oh,yes,Mr.Ying.Yourteamcanenjoya10percentdiscount.Isyourcompanygoingtocoveralltheexpenses?是的，英先生。你們可以享受10%的優(yōu)惠。費(fèi)用全部是公司出嗎？Y:Yes,itwill.是的。R:Verywell.Yourroomsareonthesamefloor.Herearetheroom-keycardsforyoutoassigntoyourmembers.很好。你們的房間在同一樓層。這是房卡，請(qǐng)發(fā)給您的同事。Y:Thankyou.謝謝。Dubbing

ConversationOneConversationTwoConversationThreeSectionC

LessonsfromtheProfessionals

Itdepends.Samplesfreeofcharge?TaskFiveAgenda

任務(wù)五

日程安排Learningobjective

1.Beawareofthebasicrulesformakingupanagenda.2.Beabletodiscusswiththeforeignvisitorsanddecideontheagenda.SectionAMovieTimeFamilyAlbumU.S.AEpisode:SmelltheFlowersSectionBWorkandLearnBusinessCommunicationSkills－ConversationRules“Peopledon’tcarehowmuchyouknow,untiltheyknowhowmuchyoucare.”-

JohnMaxwell

Businessconversationsarealotlikeanyotherkindofconversation,exceptthatthepolitetopicsarebusinessandprofessionalratherthanpersonalandsocial.Usually,thepurposeistogetacquaintedwithlotsofpeople,