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1、,Index,Warm-up,A: Excuse me, but could you give me some change? B: Let me see. Are dimes and quarters OK? A: I want to make a long distance phone call. B: Then youll need small change.,A: Hello. Can I speak to Yolanda, please? B: Hold on, please. A: Thank you. B: Sorry, but shes out. A: Would you te
2、ll her Tom Gray called? B: Id be glad to.,1,2,A:Hello! B:Hello!,A:Good morning! B:Good morning!,A:Good afternoon! B:Good afternoon!,There is a will, there is a way!,A: how are you? B: Im fine.Thank you, and you? A: fine, thank you.,A: how are you this morning? B: fine. Thanks.How about you? A: Im fi
3、ne, too.Thank you.,3,4,Practice makes perfect !,What can I do for you?,Welcome to China.,Would you like a cup of tea?,That suit looks very good on you.,What would you like to eat?,Would you like to leave a message?,My pleasure.,Simple but elegant!,Pronunciation,c,a,e,Hot a hot day I feel hot,Bus tak
4、e a bus love,you did it!,Ant Bat Canary Duck Elephant Frog Gorilla,Hippo Iguana Jaguar Kangaroo Lion Monkey narwhal,Owl Penguin Quail raccoon Squirrel Tiger,Umbrella bird Vulture Whale Fox Yak Zebra,Lie to me,I request my client remain salient I do not have much faith in words myself Statistics spea
5、k that every people tell 3 lies for a 10-minutes conversation,mass-destruction weapons Response Church Eyebrow Micro-expression Target,Scorn Come into an end Shame Contempt Universal Suicide-bomber,商务英语若干场景,问候与介绍 Greetings and Introduction 机场迎接 At the airport 入住酒店 At the hotel 请客送礼 At a restaurant &
6、 gifts giving 电话预约 making an appointment 购物 shopping 会议桌 Discussions in the meeting 观光送别 sight-seeing & departure,Tips1 商务见面礼仪,介绍:同一性别：Junior to Senior；职位低 to 职位高；本国人 to 外国人 身体语言：握手、拥抱、点头、招手 原则上女士、长者、大人物应先伸出手表示友善，另一方面此时才可以伸手互握，时间以一秒钟左右为原则。 递上名片:递接名片时最好用双手，名片的正面应朝着对方；接过对方的名片后应致谢。,Tips2 商务礼仪,闲聊small t
7、alk 安全的话题：天气，工作经验，旅游，对城市的印象，共同的熟人 避免涉及隐私的话题：收入、婚姻状态、年龄 避免宗教和政治方面有争议的话题,Tips3 接机礼仪 时间很重要,备有贵宾的照片 掌握前往机场的时间，务必要在飞机抵达前先到达机场 The first impression is foremost 表示欢迎：you are warmly welcome to our city 问候：how was your trip? 西方人在初次见面时的礼节习惯是拥抱吻颊，应坦然接受，大方应对,1. 机位预约、确认篇 依据贵宾搭乘的飞机班次，预先电询航空公司该班飞机是否准时或延迟，乘客名单中是否包括
8、该位贵宾，他是否已坐上此班飞机等事项。 接待人员应先行以海报纸明显写出贵宾姓名，粘好双面胶，在确定该班飞机已抵达，便可由接待人员拿着，以提醒贵宾的注意。 2.入境英语 入境他国检验护照时，移民官的询问 3.行李遗失 旅客用简单而清楚的英语，向工作人员描述本身行李特色,Tip4 餐桌礼仪,吃西餐最讲究 3M：menu，mood，manner 邀请人要讲清就餐的目的 委婉回绝：I love to. But I have another appointment. May I take a rain check? 欣然接受：That sounds great. 应准时赴约，吃饭时谈论与生意无关的话题。
9、当餐具撤走，甜点上桌，可提议：Can we talk a little bit about the project?,点菜就餐的次序： 找桌子- 看菜单- 点菜- 付钱 -离开 Western food西餐三道菜： 开胃小菜appetizer：an avocado油梨 or small sea food Main course/entre: soup, a meat and two types of vegetables 甜点dessert: cake, jelly, ice cream，pudding; coffee or black tea 英美人常欢聚一堂，频频举杯，开怀畅饮，“干杯!”
10、、“为干杯!”之声不绝于耳。那么英美人是如何表示的呢? Excuse me , could you pass the salt?,Chinese food 中餐：中国“八大菜系” 鲁、川、粤、闽、苏、浙、湘、徽 餐后 邀请方付帐：well take care of the bill. We are glad you joined us. 谢谢您的赏光 被邀请方：thank you for your wonderful dinner!,西红柿炒蛋 ：Scrambled Egg with Tomato 西芹百合 ：Sauted Lily Bulbs and Celery 乡村大丰收 ：Raw Ve
11、getables Combination,夫妻肺片 ：Pork Lungs in Chili Sauce 木须肉 ：Sauted Sliced Pork, Eggs and Black Fungus 糖醋排骨 ：Sweet and Sour Spare Ribs 杭椒牛柳 ：Sauted Beef Filet with Hot Green Pepper 水煮牛肉 ：Poached Sliced Beef in Hot Chili Oil,四川辣子鸡 ：Sauted Diced Chicken with Chili and Pepper, Sichuan Style 孜然羊肉 ：Fried La
12、mb with Cumin 松鼠桂鱼 ：Sweet and Sour Mandarin Fish 罗宋汤/苏伯汤 ：Russian Soup 北京炸酱面 ：Noodles with Soy Bean Paste, Beijing Style,Tips5 电话礼仪,打电话的基本公式：你的名字和单位你找的人来电理由 接听：左手拿听筒，右手备忘录，依照3w原则记录 when、who、what 接通： 打错电话 I am sorry ,you dialed the wrong number 本人不在 he is not in. may I take a message 本人在，他人接 hold on,
13、 please 本人接 speaking 结束通话： Thank you for calling. Sorry I have to excuse myself. Nice talking to you.,Tips6 会议礼仪,会议前 在会议前的准备工作中，我们需要注意以下这几方面： 会议开始时间、持续时间 会议地点确认 会议出席人 会议议题 接送服务、会议设备及资料、公司纪念品等。比如纸、笔、笔记本、投影仪等等，是不是需要用咖啡、小点心等。,会议中 在会议进行当中，我们需要注意 会议主持人 主持会议要注意介绍参会人员控制会议进程避免跑题或议而不决控制会议时间 会议座次的安排 会议议程：定价包装
14、运输,会议后 在会议完毕之后，我们应该注意以下细节，才能够体现出良好的商务礼仪。主要包括： 会谈要形成文字结果，哪怕没有文字结果，也要形成阶段性的决议，落实到纸面上，还应该有专人负责相关事物的跟进； 赠送公司的纪念品； 参观，如参观公司，或厂房等。 如果必要，合影留念。,Rome wasnt built in a day.,Keep on!,接受别人的礼物或招待后，应道谢,1. Thank you for the present. Its just what I wanted. 2. Thank you so much for the homemade cake. 3. I dont know
15、 how to thank you for such a beautiful flower. 4. I received your gift. Thank you for the lovely bracelet. 1. 谢谢你的礼物，这正是我想要的。 2. 非常谢谢你作的蛋糕。 3. 真不知道要如何谢谢你， 这么漂亮的花。 4. 我收到你的礼物了。谢谢你可爱的手镯。,商务交谈中如何礼貌地打断别人的话,1. Sorry to interrupt you, but will you first let us know your idea of annual sales? 2. May I inte
16、rrupt you a moment? 3. Excuse me for interrupting you. I hope you will explain yourself in more detail. 4. If you dont mind, may I say one word here? 5. Just a moment, please. Allow me to say something here.,商务交流中如何表示不同意对方意见,Im sorry, I disagree with you there. Id dont think thats the way with it. 对不起，我不同意你的看法。我认为那不是办法。 This works
