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1、 Basic Skills and Techniques for Talking to People in Business Situations The emphasis throughout is on encouraging students to consider and re-evaluate the social functions of English. In business, this is particularly important ,as students may be dealing with all kinds of people in English.Your f
2、irst impression on them the way you behave functions fundamentally in your career. *Objectives This unit deals with communication skills in business world, including skills of greeting, asking questions, and skills about how to build up good relationship.FocusGiving your visitors a good impressionNa
3、tionalitiesTalking about your enjoyment about your work1.1 First ImpressionsA Discussionlook at the pictures, describe the people and discuss the questions:what impression does each person give? Which person seems the most welcoming? short _ curly long _ wavyshoulder length_ blond hair _ grey brown
4、_ red dark _ black _ dyed _ straight _ _long _large _flat _greek nose _hawk nose_brown_grey_blue_large_deep-set_dark _oval _round _square _long _wrinkled _freckled _red cheeked _narrow mouth _thin lipsB. Finding more vocabulary of describing people: hospitable,enthusiastic,polite,talkative,kind, gen
5、erous,alert,friendly,confident,calm,honest,skillful,sophisticated,helpful,intelligent,nice,optimistic, punctual, practical,amicable,cordial, reliable, etc.indifferent,sleepy,lazy,clumsy,stupid,prejudiced,inefficient,nasty,unhelpful,off-hand,rude,pessimistic,detached,in-cooperative,self-centered,self
6、ish, conservative, hostile,inactive,tricky, etc.Id like to introduce myself. Id like to introduce to . Let me introduce myself. Let me introduce to . May I introduce myself ? May I introduce you to , Mr. ?Have you two met before? Id like you to meet .Do you know ? Formal ways of greeting at first me
7、eting: How do you do?Pleased to meet you.Glad to know you.Nice to meet you.Informal ways of greeting at first meeting:Good afternoon!Hello!Hi!Ways of greeting between acquaintances:Hello!/Hi!Good afternoonHow are you?How is everything (with you)?How are things (with you)?How are you doing/getting on
8、/along?4) What can you say concerning Small talks?a. Ive been looking forward to meeting you.b. It must be a couple of years since we last met. c. when did you actually arrive?d. Did you have a good journey?e. Can you tell me something about your hometown?f. Do you like playing foot ball? g. What do
9、 you think of Guangzhou weather?h. How is your family?i. Do you need any help?j. Where are you staying?k. Is this your first visit to?l. Where do you come from in Argentina? m.Whereabout do you come from in?n. How is werther in your city?o. Do you play any sports?p.What do you usually do on weekends
10、?q. What kind of food do you like?1.2 Its a small worldNigeria, kenya, south Africa, Egypt, Tunisia, Algeria, Morocco, Ghana, Japan, Korea, China, Indonesia, Cambodia, Malaysia, Thailand, India, Pakistan, Syria, Saudi Arabia, Kuwait, Lebanon, Egypt, Abu Dhabi, Iraq, Brazil, Argentina, Venezuela, Chi
11、le, Peru, Uruguay, Guyana, Colombia, France, Germany, Italy, Holland, Belgium, Luxembourg, UK, Denmark, Ireland, Greece, Spain, Portugal, Austria, Sweden, Finland, Malta, Cyprus, Poland, Hungary, Czech, Slovak, Slovenia, Estonia, Latvia, Lithuania, Romania, Bulgaria, Switzerland, Russia, Yugoslavia,
12、 Monaco, Iceland, Vatican, Turkey What is non-verbal communication?What is the proper way of shaking hands with different persons?What does a little humor demonstrate?What judgments do we make on nonverbal messages? 1.3 What do you enjoy about your work?A related vocabularyaccountant day-to-day tack
13、le a job deadlines finance business developmentresponsibilities generate computer systems trouble-shooting back-up loose cable solve problems hectic be confronted with problems encounter problems resolve problems hands-on programming applications environment ambitious prospects ledgerListen to the f
14、our people talking about there work.Complete the notes.1. Ian McShane Ian McShane is an accountantHe is responsible for: day-to-day accountingHe enjoys: 1 Different jobs 2 Deadlines 3 Dealing with financeHe doesnt enjoy: Being difficult with people to get money out of them.2. Lesley Trigg Lesley Tri
15、gg is an administratorHer responsibilities are: 1 Correspondence 2 Arranging meetings 3 Organizing travelShe enjoys: The people she works withShe doesnt enjoy: Not being busy (She has to wait for people to generate work)3. Patrick Verdon Patrick Verdon is a systems administrator (this is a trouble-s
16、hooting kind of job)His responsibilities include: 1 back up of data 2 Installation of machines, operating system and the software product.He enjoys the challengeHe doesnt enjoy: 1 doing routine back-ups 2 Working late4. Paul Lockwood Paul Lockwood is a training officerHe provides training courses fo
17、r customers and agents.He enjoys: 1 Direct contact 2 Direct knowledge 3 Stimulating environmentHe doesnt enjoy: Not being able to do hands-on programming (He only shows people how to do it)of a personnel staffof an accountantof a secretary deal with relationships between-management and work force- r
18、ecruit new staff- interview applicants- promote staff- train staff- fire- retire-budget-accounting-deal with financial matters-make/receive telephone calls -make/take notes,minutes,messages -deals with files, correspondence -write memos, reports -work at computer word process -receive guests, visito
19、rs -arrange meetings, their venues etc. -make appointments1.3Whatdoyouenjoyaboutyourwork?of a sales manof a research manof a manager-marketing promotion -introduce products -demonstrate products -complimentary present -persuade customers -launch campaign -advertisement -bargain about price -offer di
20、scount-design-market research-product research-experiment-technology-packaging-focused customer -make decision/plan -handle difficult situations -deal with problems and complaints -sign contracts -attend conferences - negotiation -organization1.4 Its not just what you say?英美人姓名 英美人姓名的排列是名在前姓在后。如John
21、 Wilson译为约翰维尔逊，John是名，Wilson 是姓。又如Edward Adam Davis译为爱德华亚当戴维斯, Edward是教名，Adam是本人名，Davis为姓。也有的人把母姓或与家庭关系密切者的姓作为第二个名字。在西方，还有人沿袭用父名或父辈名，在名后缀以小（Junior）或罗马数字以示区别。如John Wilson, Junior, 译为小约翰维廉，George Smith, , 译为乔治?史密斯第三。 妇女的姓名，在结婚前都有自己的姓名，结婚后一般是自己的名加丈夫的姓。如玛丽?怀特（Marie White）女士与约翰?戴维斯（John Davis）先生结婚，婚后女方姓名
22、为玛丽?戴维斯(Marie Davis)。 书写时常把名字缩写为一个字头，但姓不能缩写，如G. W. Thomson, D. C. Sullivan等。 口头称呼一般称姓，如“怀特先生”、“史密斯先生”。正式场合一般要全称，但关系密切的常称本人名。家里人，亲友之间除称本人名外，还常用昵称（爱称）。 以英文为本国文字的国家，姓名组成称呼基本与英、美人一样。 法国人姓名 法国人姓名也是名在前姓在后，一般由二节或三节组成。前一、二节为个人名，最后一节为姓。有时姓名可达四、五节，多是教名和由长辈起的名字。但现在长名字越来越少。如：Henri Rene Albert Guy de Maupassant译
23、为：亨利?勒内?阿贝尔?居伊?德?莫泊桑，一般简称Guy de Maupassant居伊?德?莫泊桑。 西班牙人和葡萄牙人姓名 西班牙人姓名常有三、四节，前一、二节为本人名字，倒数第二节为父姓，最后一节为母姓。一般以父姓为自己的姓，但少数人也有用母姓为本人的姓。如：Diego Rodrigueez de Silva y Velasquez译为迭戈?罗德里格斯?德席尔瓦贝拉斯克斯，de是介词，Silva是父姓，y是连接词“和”，Velasquez是母姓。已结婚妇女常把母姓去掉而加上丈夫的姓。葡萄牙人姓名也多由三、四节组成，前一、二节是个人名字，接着是母姓，最后为父姓。简称时个人名一般加父姓。 俄
24、罗斯人和匈牙利人姓名 俄罗斯人姓名一般由三节组成。如伊万?伊万诺维奇?伊万诺夫（ ），伊万为本人名字，伊万诺维奇为父名，意为伊万之子，伊万诺夫为姓。妇女姓名多以娃、娅结尾。妇女婚前用父亲的姓，婚后多用丈夫的姓，但本人名字和父名不变。如尼娜?伊万诺夫娜?伊万诺娃（ ），尼娜为本人名，伊万诺夫娜为父名，伊万诺娃为父姓。 匈牙利人的姓名，排列与我国人名相似，姓在前名在后。都由两节组成。如纳吉?山多尔（Nagy Sandor），简称纳吉。有的妇女结婚后改用丈夫的姓名，只是在丈夫姓名后再加词尾“ne”，译为“妮”，是夫人的意思。姓名连用时加在名字之后，只用姓时加在姓之后。如瓦什?伊斯特万妮（Vass ）
25、，或瓦什妮（）是瓦什?伊斯特万的夫人。妇女也可保留自己的姓和名。 日本人姓名顺序与我国相同，即姓前名后，但姓名字数常常比我汉族姓名字数多。最常见的由四字组成，如：小坂正雄，吉田正一，福田英夫等。前二字为姓，后二字为名。但又由于姓与名的字数并不固定，二者往往不易区分，因而事先一定要向来访者了解清楚，在正式场合中应把姓与名分开书写，如“二阶堂 进”，“藤田 茂”等。 一般口头都称呼姓，正式场合称全名。日本人姓名常用汉字书写，但读音则完全不同。 缅甸人姓名 缅甸人仅有名而无姓。我们常见缅甸人名前的“吴”不是姓而是一种尊称，意为“先生”。常用的尊称还有：“杜”是对女子的尊称，意为“女士”，“貌”意为“
26、弟弟”，“玛”意为“姐妹”，“哥”意为“兄长”，“波”意为“军官”，“塞耶”意为“老师”，“道达”是英语Dr.的译音即“博士”，“德钦”意为“主人”，“耶博”意为“同志”等。 1.4 Its not just what you say?1)What do you know about the effects of the B telling about 2) on P 13? Talk about it in pairs.2) Non verbal communication makes great differences as well as verbal communication.Hav
27、e you any examples?5) How much do you know about non verbal communication?3) Do 2 in A.4) Do C in B in pairs or groups of four ; pay attention to cultural differences.No unified keys for reference.attention to in the first meeting with business partneravoidance of misunderstandingin communicating wi
28、th businesspartners (methods)different forms of communicationNon-verbalphysical appearancefacial expressions Wearing apparelPosture,gestureeye contact,touchspace and distancePunctuality,Silenceodoureye contactsummarizingparaphrasingechoingspeaking slowlyenunciatingavoiding idiomsbody languagedouble
29、checkingusing visual aidslistening attentivelyVerbal:GreetIntroduceKnow manners and customs Tone, voiceSmall talkfaxesletterse-mailsphone callsmemosnotes Vocabulary:embark on, employment interview, importance of a good impression, pay attention to, physical appearance,shower, in the mirror, trim the
30、 moustache , shave the beard with razor, lotion, be splashed, smell as good as, mutter, do anything for a job, freshly ironed shirt, suit and tie, shined shoes, briefcase, precisely eight fifteen, knock slightly at, smile, motion sb. into the room, walk over, offer ones hand, grip firmly, sign of se
31、lf-confidence, release ones hand, sit, be about to begin Try to imagine an interview by a person without his uttering any words by using the above related vocabulary.1.5 Developing relationships This section looks at the way a relationship changes, generally becoming more friendly as time goes on. W
32、e also consider the different ways of talking to different kinds of people, depending on your relationship. Particularly important in this section is small talk: talking about things that are not connected with business. A Listening Listen to the five conversations and decide their relationship Tony
33、 and Bob have a cordial, informal relationship. Tony is an overseas sales rep and Bob is the Export Sales Manager. Theyre talking about problems Tony encountered on a visit to a client in Copenhagen.1.2. Mr. Allen is very friendly and informal but is superior to Barry and Susanna, who are new to the
34、 company. Mr. Allen is probably office manager and the other two are clerical staff. Mr. Allen is explaining who is who in the office.3. Mr. Green behaves very much as Martins boss (he is quite authoritarian)Mr. Green is probably the transport manager and Martin is a driver. They are talking about M
35、artin collecting someone at the airport.4.Geoff is more experienced and probably senior to Mandy.They have an informal relationship. They are probably commercial artists or designers. Shes asking him to evaluate some work she has done.5. Tony is junior to Mrs. Lang, she is his boss and they have a f
36、airly formal relationship. We cant tell what their jobs are. They are talking about Tony having time off on Friday. B Discussion The issue of what topics are suitable when talking to strangers (particularly if they are clients whom you must impress, rather than embarrass) is quite complex, and rathe
37、r personal. Clearly there are no hard-and-fast rules about this, but probably politics and religion are no-go areas, and your own family might be a too personal topic to talk about at the start of the meeting. Among the other topics might be: holidays, travel, public transport, sports, entertainment,weather, hobby,common interests and any other interests you and the other person have in common. Sum-up In this unit, we learnt: How to make the good first impression How to make self-introduction and start “small talk” Some information about nationalities How to talk about your work
