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1、案例分析CASE STUDY1 :What body Ian guage to use towards a customer, whe n on the pho ne?At a local real estate age nt s office Ala n is beh ind the customer service coun ter. He is on the pho nedealing with a difficult inquiry when a customer approaches the counter. He keeps talking on the phone and whe
2、n the customer says,“ Excuse me ” . He does not look up but holds a hand up withone fin ger exte nded, in dicati on that he ll be one minu te.The questi on-As Alan ssupervisor, what would you say to him about the body Ianguage and managing hisresp on sibilities for greet ing customers both on the ph
3、one and face to face?Imagi ne that you are the customer.When you enter the office, the customer service rep is on the phone.You wait. You try to get his atte ntio n and he holds up his hand with a fin ger exte nded as ack no wledgeme nt that youre there. How do you feel?What could the clerk (Ala n)
4、have done differe ntly to en sure that all of his customers were being take n care of?He could/should have looked up, smiled at you and at least no dded a greeti ng.If his conversation continued too long ,he should have politely placed his caller on hold and inquiredas to your n eeds,asked some one
5、else to assist you or advised you how long he would be.I would say that he has to be more frien dly and welco ming to the customersand could politely told the pers on on the pho ne to please hold for a mome ntand that he should be more en thusiastic about his jobCASE2:An international marketer wants
6、 to sell polio vaccinations, they would require atwo-step acculturati on process:1. The marketer must obtain an in-depth preventive medicine and related concepts.2. The marketer must devise promotio nal strategies that will convince the members of a target marketto have their childre n vacci nated.C
7、ASE3:Discussi on V: I dont think it will work, I in sist that we should use the traditi onal way.Ba: Come on, be creative girl.S: Banana I support you if you use me as a cover girl.Bi: Ok, I agree with you except for cover girl (po int to S)E: Well, well, well. Sometimes rules can be broke n. It all
8、 depe nds on usPeople have low level of stress?People are more risk-tak ing? Sometimes rules can be broke nBa: How about putt ing a big size poster on outer wall? E: Does it work? Bi: Maybe we can have a try.? E: OK, maybe? Does anyone know how to make this kind of ad because I don t know.Discussi o
9、nCon flict is n atural and to be expected.Super ordinates may sayI dont know” .CASE4:A westerner invited a Chinese girl to have lunch and take a tour around the British Parliament. In fact, the girl did nt have the lunch just because whe n the wester ner asked her Are you hun gry? , the girl an swer
10、ed no. Then they did nt have lunch together. The sec ond time, the girl was in vited to a restaura nt, whe n the host asked the same questi on “ Are you hun gry?” , she an swered “ not really” . The host ordered a light meal for her.Q:what is the cultural shock?How to solve it? Can you give your an
11、alysis?The mistake :In the first situation, the westerner used his question as an invitation. The girl understood it only as a questi on. Accord ing to the Chin ese traditi on, the man should have in vited her to lunch since their appo in tme nt was to have lunch first.In the second situation, the w
12、esterner used his question as a question rather than an invitation. Accord ing to the Chin ese traditi on, the man should have ordered ple nty of food for the girl.Con clusi on:The same sentence concealed different intentions. People should try to make sense of what it really mea ns.CASE5:Shao Bin,
13、a Chinese student studying in Britain, was once invited by her British classmate Brain to his house to cook a Chin ese meal. Her two Chin ese friends were also in vited. They busied themselves in the kitche n, making dump ing while Brain did someth ing in the garde n and his wife sat on the sofa rea
14、di ng. Shao Bin felt a little upset for she thought that both the host and the hostess should offer to help with the kitche n work. The meal was great and every one enjoyed themselves. The couple kept complimenting them on their cooking skills and asked for the recipe. But then after the meal, the c
15、ouple just put dow n their chopsticks and started minding their own bus in ess, leavi ng the Chin ese guests to clear the table and do the dishes. Shao Bin felt absolutely con fused or even an gry. She con cluded thatThe Key to the Questi on:Guests to a Chinese family will never be allowed to do any
16、 housework. This is one of the ways the host and hostess show their hospitality. Even if the guests offer to cook a dish, the host or the hostess should stay around them and offer help whe never can. It is eve n harder to imag ine that they would let their guests clear the table and do the dishes, though the guests should always volun teer to help. Shao
