新编剑桥商务英语(高级)第三版3.1

...MODULE3BUSINESSTOPIC3.1CommunicationatworkVOCABULARYMeanofcommunication1Whatdoesthisquotationmeantoyou?‘Thinklikeawisemanbutcommunicationinthelanguageofthepeople.’W.B.Yeats,poet(1865-1939)2DeletetheverbthatdoesNOTgowitheachtypeofbusinesscommunication.0anemailsend/draft/post1aphonecalldo/make/receive2apressreleaseputup/issue/putout3anadvertisingcampaignlaunch/run/make4apresentationgive/make/tell5ameetingorseminarhold/attend/carryout6areportproduce/run/publish7anoticeputout/putup/display8amemotoallconcernedpublish/sendout/circulate9informationontheInternetpost/make/put3ForwhichofthefollowingwouldyoufeelmostconfidentusingyourEnglish?Andleastconfident?Discusswithyourpartner.apresentationameetingaphonecallareportanemail4Discussthesequotationswithyourpartner.Haveyouhadgoodexperiencesofdealingwithcompaniesthroughcallcentres?DoyoushopontheInternet?WHY?/WHYNOT?Withwhichproductsorservicesisface-to-facecontacthelpful?Withwhichisitunnecessary?5ReadthefiveextractsfromthemagazineManagementNowonpage27andthenmatcheachoftheeightstatements(1-8)withoneoftheextracts.Youwillneedtousesomeofthetextsmorethanone.0Youcangatheralotofcustomerdatawithmoderncomputersystems.A1Onefuturetrendwillbemoredirectcontactbetweencompaniesandtheircustomers._____2Businesshasn’treallychanged,onlythemediaofcommunication._____3Companiesneedtothinkaboutwhichchannelismostappropriatetotheircustomers’needs._______4Customersarefrequentlyfrustratedbynotbeingputthoughquicklytothepersontheyneedtospeakto._____5Thereislesshumaninteractionnowadays,butthisisn’tnecessarilybadforthecustomer.________MANAGEMENTNOW.APRILISSUEBettercommunication?‘THEMOREELABORATEOURMEANSofcommunication,thelesswecommunication.ˊThesewerethewordsofJosephPriestlyover200yearsago.Butifthatwastruethen,whatwouldhemakeofcommunicationstechnologytoday?NatalieFitzgeraldaskedfivepeopleworkinginthefieldwhattheythought.ABillOsmond,dataanalystIthinkhe’sgotagoodpoint.PowerfulITsystemsgivecompaniesenormousamountsofinformationoncustomerbehavior,butit’swhattheycandothisdatathatmatters.AgoodexampleinrecentyearswasCentrica,theBritishutilitycompany.ItacquiredabigportfolioofdifferentcompaniesandthenspenthugeamountsofmoneyonanITsystemdesignedtocross-sellitsvariousproductsandservices-financialservices,telephonecontracts,energysupplyandsoon_tothecustomersinitsdifferentbusinesses.Buttheynevermanagedtodoit,becausetheirITpeoplewereunabletomergeallthecustomerdatabasesortomakethemtalktoeachotherBSARAHBRIDGESTONE,formercallcentremanagerAbsolutely.Callcentrescanmoreoftenactasabarrierthanahelp.Talktheexampleofawell-knownmobilephoneoperator.Whenacustomercalls,he’sgivenalistofoptionstochoosefrom:dialIforbillenquiries,2toupgradehishandset,3ifhehasatechnicalproblem,4ifhe’sthinkingofleavingthecompany.Fromeachofthesehe’stakenthroughanotherlistofoptions.Ifhestillcan’tfindwhatheislookingfor,he’sinvitedto‘stayonthelineuntilanoperatorbecomesavailable’.Thiscantakeuptotenminutes,bywhichtimeheisnowseriouslythinkingofgoingbacktooption4andcancellinghiscontract.Itreallyseemscounter-productive.CDOUGCOOK,bankmanagerThereisnodoubtthatmoderncommunicationchannelshavedepersonalizedalotofcustomercontact.Bankshavebeendoingthisforyears,tryingtocommoditisetheservicethattheyoffersothattheycanrationalizeitandmakeitcheapertodeliverMosttransactions-bankdeposits,cashwithdrawals,issuingofstatements-havebeenautomatedwhetheratacashmachine,overthephoneoronline.Thishassavedcompaniesandthecustomermoney.Butcost-cuttingisbynomeanstheonlydriver-it’satrendalsodriverbycustomerdemandforaquickandflexibleservice.DFARHANAPATEL,onlineretailerIt’sjustaboutconvenience.WhetherItextyouamessageortellyouthesamemessageface-to-face,it’sstillamessage.ThegrowthofInternetshoppingcomparedtothatofhighstreetshoppingshowsveryclearlythatcustomerswantcheaperandmoreaccessibleservices.Sellersliketheconveniencetooofcourse.eBaystartedoutasamarketplaceforindividualsbut,increasingly,companieshaveusedittosellproductsdirecttoconsumers.Infaceit’snotverydifferentfromatraditionalmarketplace.Thereisstillacommunityofbuyersandsellerswhotalktoeachotheranddobusinessjustthesameasiftheyweredealingface-to-face.EBRIANMACWHINNEY,managementconsultantBusinessesareoftentooquicktoembracenewtechnologyinordertosavemoneyorgainacompetitiveadvantage.Butapplyingthesamesolutiontoalltypesofbusinessisneveragoodidea.Thereareculturalfactorstoconsider.UsingacallcentreinIndiatohandleenquiriesabouttraintimesonrailwaysinEuropeisabadideabecauseitisn’tsuitedtocustomers’expectations.Ontheotherhand,aEuropeancustomerofacomputercompanydoesn’treallymindifhistechnicalproblemissolvedbyacallcentreoperatorinIndiaorIrelandorAlaska,becauseitdoesn’trequireanyculturalknowledge.Goodcommunicationisaboutfindingtherightchannel.Intime,Iexpectwe’llseeareturntomoreface-to-facecontactwithcustomersandmorelocalservices.SPEAKING1Whichofthefollowingdoyoufinduseful?Whendoyouuseit?Why?mobilephoneemailSMSMSNBlackberry2Decidethebestwaystocommunicationthefollowingmessages.What?Towhom?How?0AnapologyforforgettingtosendsomeinformationAcustomerSendaformalletter1Thecompany’sgratitudeandappreciationAnemployeewhoisabouttoretire2AchangeofbrandidentityThegeneralpublic3TheappointmentofanewmanagingdirectorAlltheemployees4AnewwebsitethecompanyhascreatedYourcustomers5Thecompany’sworktohelptheenvironmentThemediaandthegeneralpublic6VacantpostsfortraineesalesmenandwomenYoungrecruits7Adiscount(foralimitedperiod)onaproductlineYourcustomers8AnapologyforforgettingtosendsomeinformationAcolleague9Thecompany’shalf-yearlyfinancialresultsTheshareholdersandfinancialinstitutionsVOCABULARY3Completeeachdefinitionwiththecorrectword(thefirstletterhasbeenwrittenforyou).0Toanswersomebody,yougiveareply.1Toaskforsomething,youmakear_____.2Tohelpsomeoneremember,yougivethemar_____.3Tosuggestorrecommendsomething,youmakeap_____.4Tosaysomethingpublicly,youmakeana______.5Tosaysorryyoumakeana______.6Toinsistthatsomeonedoessomething,youmakead_____.GRAMMARGrammarTipOftenverbsthatexpressasimilarnotionwilltakethesameform,egdissuadediscourage,deterareallfollowedbysomeonefromdoing.Thiscanalsobethecasewithoppositenotions,egagreeandrefuse+todo.Idiscouragedhimfromapplyingforthejob.Idissuadedhimfromapplyingforthejob.VerbpatternsIntheemailbelow,alltheformsfollowingthecommunicationverbs(discuss,apologiseetc)areunderlined.Someareincorrect.Correctthem.DearJimforgivingforgivingFirstofall,Iwouldliketothankyou(0)aboutgivingupyourtimetohelpus.It’sverykindofyoutoagree(1)workingwithusonthisproject-Iknowyouareverybusy.Whenwelastmet,wediscussed(2)aboutcreatingaspecialteamtodealwithcomplaintsfromcustomers.IhavesincehadameetingwithSarah,theheadoftheCustomerServicesteam,andIhavepersuadedher(3)tojoinus.Shesuggested(4)tomeetnextweektoputaplaninplace.Inthemeantime,sheisgoingtoencourageherteam(5)forgivingtheirideas.Imustjusttell(6)toyousomethingwhichhappenedlastweekthatshowshowmuchweneedabettersystemfordealingwithcomplaints.Lastweek,acustomerrangtocomplain(7)abouthavingtowaitonemonthfordeliveryofaDVDplayer.Heaccusedus(8)tokeephismoneysothatwecouldearninterestonitbeforedeliveringtheproduct.Thesalespersonwhoansweredthecalloffered(9)givinghimadiscount,withoutevencheckingthehistoryoftheorder.WhenIchecked,Idiscoveredanemailfromusinformingthecustomerwhenhethoughttheproduct(10)thattherewillbeaone-monthdelayindelivery.Thesalesmanwasverydefensiveandsaidthathecouldn’tbecriticized(11)oftryingtokeepthecustomerhappy!Soyousee,we’vegotalotofworktodo.Lookingforwardtohearingfromyou.BestwishesKarenPSRemindme(12)topayforlunchnexttime!5Putthewordsbelowintotheircorrectplaceinthetable.urgethreatenproposeundertakepraiseblamerecommenddenyconvincepersuade+someone+todopromise+todoAdmit+doingCriticize+someonefordoingSuggest+doing/suggestthatsomeoneshoulddo____________________________________________________________________________________________________________________________________________________________________________6Completethesesentences.0Theythreatentotakeustocourtifwedidn’tpaythemimmediately.1It’saverysensitiveissue.Isuggest__________ananonymousemail.2Once,inarestaurant,Icomplained___________andthemanagertoldustoleave.3Whatawasteoftime!Wespentthreehoursdiscussing___________.4Thecompanyoffered__________,butamazinglysherefused.5I’vepromised___________bytomorrowmorning.6Ican’tbelieveyouhadtoremindhim____________.That’shisjob.7Theregulatoraccusedthecompany______________initsadvertisements.GRAMMER1Talkaboutoneofthesituations1-4,answeringthefollowingquestions.Remembertousethecorrectverbpatterns.●Whendidittakeplace?●Whathappened?●Whowasthere?●Whatwassaid1anunusualpresentationortalkthatyouattended2amemorablejobinterviewyouhad3ameetingwheretwopeopledisagreedstrongly4aninterestingbusinesspropositionthatwasmadetoyouWhenIwasinmyfinalyearofuniversity,afriendaskedmeifIwantedtojoinhiminanewbusinessventure.BeforeIcouldagreetodoit,Ihadtobesurethatitwas…LISTENIINGDealingwithproblems2LookatthiscustomercharterpublishedonthewebsiteofPencoTelecommunications.Howisitintendedtomakeyoufeelaboutthecompany?Doyoubelievetheirpromises?PencoTelecommunications…serviceisourpassionCustomercharterOurpromise.Wewill:respectyourprivacyandkeepyourdetailconfidential.offeryouthebestratesfornationalandlocalcalls:ifyoufindbetter,we’llrefundthedifference.answeryourcallstoourcustomerservicecentrewithinthreerings.bepunctualforservicevisitappointments(nevermorethanonehourlate).giveyouimpartialadviceonthebesttelephoneandtechnologypackageforyou.answeranyemailwithinfourhoursandanyletterwithinfivedays.carryoutsatisfactionsurveyseachthreemonthstoensureyouarehappywithourservice.33.1ListentothisphoneconversationbetweenanangrycustomerandacallcentreoperatorforPencoTelecommunications.1Whatisthecustomer’sproblem?2Whatsolutionsdoestheoperatorsuggest?3Whichonedoesthecustomeraccept?43.1Listenagainandcompletethephrasesthattheoperatorusestodealsensitivelyandefficientlywiththeproblem.Use1-3wordsforeachspace.1I____________thewait,sir.2CanIhaveyournumberandI__________itstraightaway?3Don’tworry,I’ll________toyou.4Hecanbethereby6pm._______________convenient?5I__________understand.In____________,I’mgoingtohavetoreschedulehimforanotherday.6I____________whatIcando.Pleasejust___________foramoment.7Wouldthatbe___________________?8Ifyou____________tellmeyourmobilenumber,Icangetthatactivatedimmediately.SPEAKINGHandlingcallssensitively5Workwithapartner.Takeitinturnstomakethecallorreceivethecall.Studyeachsituationandthenactoutthetelephoneconversation.Dealsensitivelywitheachproblem.Lookatthenotesbelowandprepareyourtelephonecalls.StudentA1Youworkforaparceldeliverycompany.Yourcomputershavebeenbehavingstrangelytoday.Receivethecallfromacustomer.2Youorderedafishtankfromamailordercompany.Thepictureinthecatalogueshowedacompletefishtankwithheater,airpumpandfish.Butwhenitarriveditwasjustaglassbox.Telephonetocomplain.3Itis6:30inthemorning.Youreceiveacallfromsomeonethatyoudon’tknow.Youdon’tlikereceivingunsolicitedcallsathome.4Youworkintheservicedepartmentofanelectricitycompany.Youreceivearequestwhichisnotreallypossibletosatisfy.StudentsB1Youhaveordereddeliveryofanewlaptopcomputer.Whenyoutracktheorderontheinternet,youfindthatithasgonefromIrelandtoHongKong.YouliveinLondon.Telephonetofindoutwhat’shappening.2Youworkforamailordercompanythatsuppliesaquariumsandaccessories.Youreceiveacallfromanunhappyandconfusedcustomer.3Youworkforapromotionscompanyforafitnessclub.Youcallpotentialcustomersintheeveningstoofferthemafreemonth’strialoftheirlocalgym.Makethecall.4Whileatworkyousuddenlyrealisethatyouhaveleftyourirononathome–inasmallvillageonehour’sdriveaway.Telephonetheelectricitycompanytoseeiftheycancutoftheelectricitysupplytoyourhouse.如有侵权请联系告知删除，感谢你们的配合！精品精品精品