商务英语综合教程 第三册第5课
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综合商务英语教程第三册unit 5Organizational Structure
III. Reading
• C. Tell the organization structure of the following
diagram based on the text.
III. Reading
• Discussion
• Factors affecting organizational
• 2._________ fuhertr-- to help something progress or be successful.
• 3._________ ruceed-- to make something smaller or less in size, amount,
•
or price.
• In what situation should the superlative form of
adjectives be used?
• ______________________________________________
• V. Speaking
• If you have the opportunity to work
•
information about something, to build something,
•
to improve something etc.
• 9.________ effiicent-- work well without wasting time, money, or energy
• 10.________ aeccss--the right to enter a place, use something, see
• j. relating to one of the parts into which a large
综合英语三unit 5
Unit 5
Learning objectives
How to react to an even or a story 对事件或故事作出反应 How to tell a story 讲故事 How to write a report 写新闻报道
What is the highest mountain in the world?
Task 3 on page 43
1. a 2. b 3. b 4. a
Language points
1. They are the sort of friends who are so close they trust each other with their life.
这里省略 了that
他们是那种亲密无间的朋友，可以互相以生命相依 托
Language points
2. If one falls, the other is there to catch him. If one needs a lift over some obstacle that seems impossible to get beyond, the other won’t leave until the obstacle is conquered. 如果一个人失足掉下山崖，另一个一定会在哪里将他抓住 救起；如果一个人遇到似乎是不可逾越的障碍，另一个不 克服障碍绝不抛弃朋友不管。 注意another 和the other 区别： 1. The cookies are delicious! Would I try another ? 2. The Jansons have two daughters: one is away for college, the other has married.
Learning objectives
How to react to an even or a story 对事件或故事作出反应 How to tell a story 讲故事 How to write a report 写新闻报道
What is the highest mountain in the world?
Task 3 on page 43
1. a 2. b 3. b 4. a
Language points
1. They are the sort of friends who are so close they trust each other with their life.
这里省略 了that
他们是那种亲密无间的朋友，可以互相以生命相依 托
Language points
2. If one falls, the other is there to catch him. If one needs a lift over some obstacle that seems impossible to get beyond, the other won’t leave until the obstacle is conquered. 如果一个人失足掉下山崖，另一个一定会在哪里将他抓住 救起；如果一个人遇到似乎是不可逾越的障碍，另一个不 克服障碍绝不抛弃朋友不管。 注意another 和the other 区别： 1. The cookies are delicious! Would I try another ? 2. The Jansons have two daughters: one is away for college, the other has married.
《商务英语综合教程》 Unit (5)
Section A Gap-Filling
Complete the gap-filling task according to the text.
Customer Is King—Make the King Happy
The position of customers in the market nowadays is different from the past. At present they have more choices of products which suit their 1 , needs and desires. The reasons for this change are that the change of market from 2 to 3 , and the matter of customer preference is simply a matter of what the customers wants to buy.
1. What caused customers to be kings nowadays? 2. In accordance with the text, how to provide
excellent customer services? 3. What kinds of customers are right customers?
《商务英语综合教程》（基础）
Unit 5 Customers
A. Brainstorming B. Business Knowledge
◆ Additional Reading C. Business Skills D. Business Actions
◆ Additional Reading E. Highlights Vocabulary Suggested Answers
职场综合英语教程第三册Unit 5 Enterprise
Related Information
Exxon Mobil Corp., or ExxonMobil, is an American multinational oil and gas corporation headquartered in Irving, Texas, United States. • Revenue: $502.3 Billion • Industry: Oil and Gas • Employees: 82,000 • Stock Listing: NYSE: XOM • Stock price: XOM (NYSE)US$92.16-1.83 (-1.95%) 31 Jan 4:00 pm GMT-5 – Disclaimer • CEO: Rex W. Tillerson • Headquarters: Irving, TX, United States of America • Founded: November 30, 1999
Related Information
Royal Dutch Shell plc, commonly known as Shell, is an Anglo–Dutch multinational oil and gas company incorporated in the United Kingdom and headquartered in the Netherlands. • Revenue: $492 Billion • Industry: Oil and Gas • Employees: 90,000 • Stock Listing: LSE: RDSA • Stock price: RDSB (LON)2,222.46 GBX-44.04 (-1.94%) 31 Jan 4:46 pm GMT – Disclaimer • CEO: Ben van Beurden • Founded: 1907 • Headquarters: The Hague, South Holland, Netherlands, The Hague, Netherlands
职通商务英语(第二版)综合教程3电子教案 (1)Unit 5
Unit 5
HOME
Written Business Contracts Written contracts are produced on paper or electronically. Legally, a written business contract is easier to uphold than an oral contract because there is a reference for the agreement. (4) With a written contract, it's easier to prove the terms between the parties and eliminate arguments over who said what. And it's often easier for businesses to recognize potential points of contention in the language because the agreement is detailed in writing Use Business Contracts? Generally speaking, a business contract is often used for the following cases: Hiring or being employed as an independent contractor; Buying or providing services or goods (e.g. in international trade); Leases and real estate; Selling your business; Partnerships and joint ventures; Franchising; • Confidentiality agreements. Business contracts can be oral or written, with different purposes and functions.
HOME
Written Business Contracts Written contracts are produced on paper or electronically. Legally, a written business contract is easier to uphold than an oral contract because there is a reference for the agreement. (4) With a written contract, it's easier to prove the terms between the parties and eliminate arguments over who said what. And it's often easier for businesses to recognize potential points of contention in the language because the agreement is detailed in writing Use Business Contracts? Generally speaking, a business contract is often used for the following cases: Hiring or being employed as an independent contractor; Buying or providing services or goods (e.g. in international trade); Leases and real estate; Selling your business; Partnerships and joint ventures; Franchising; • Confidentiality agreements. Business contracts can be oral or written, with different purposes and functions.
商务英语综合教程第三册课件 Unit 5 Internet Banking
Unit 5 Internet Banking (2)
Warm-up Activities
I. Pair work
What do you know about internet banking? What’s the difference between internet banking and traditional banking?
(2) Of course it is. We humans associate smiling with happiness, and if we associate with happy people, we can become happier as well.
• 当然可以，因为我们人类总把微笑和快乐联系起来， 所以，如果我们和快乐的人呆在一块，我们也会变 得快乐。
II. Group work
1. Have you conducted any internet banking transactions? Please share your experience with your classmates.
2. Internet banking is more and more popular now. How do you think about its advantages and problems.
• 除此之外，在一场这样的危机形势中，我们 应该考虑扩大对货币市场和共同基金的担保 吗？
(3) Apart from the value of the findings, recommendations, and conclusions you have been discussing today, I believe the report embodies great wisdom.
新编实用英语综合教程3 Unit 5 Brands and Advertisements
(同意他的看法。但告诉他广告能使他公司的产品家喻户晓。)
Client: We would like you to arrange them at suitable sites.
Back
Unit | Five
Business Communication
Graphic Presentation
3 The following chart is about the expenditure (花费) on advertising by members of MPAA. Look at the chart carefully and get ready to say something about it.
Unit | Five
Put in Use 1 Imagine you are in charge of a company’s advertising affairs. You are discussing your new advertising idea with your agent. Complete the following dialogue by translating the Chinese into English. headline of the advertisement You: I’d like to have a discussion with you about 1 the ______________________ for our computers __________________. (我们电脑广告的标题。)
Section Ⅰ Talking Face to Face
Introduction
Follow the Samples
大学英语综合教程第三册_Unit_5_课件
– e.g. My son helped me unload the shopping from the car.
23. accord: 1) grant e.g. The headmaster accorded me permission to attend the seminar. 2) be in agreement e.g. His version of the events does not accord with witnesses’ statement.
on one’s behalf/on behalf of sb.: for sb.; in the interests of sb.; as the representative of sb. e.g. On behalf of my parents, I would like to express my gratitude to you for your help.
reverse: turn around to the opposite direction；exchange the position of e.g. The breakthroughs in biotechnology may enable medical science to reverse the aging process. turn over: think about, consider Even when she didn’t say anything you could see she was turning things over in her mind.
Considerate: thoughtful of the rights and feelings of others. Marked by careful thought e.g. Management should be considerate of the well-being and interests of employees.
23. accord: 1) grant e.g. The headmaster accorded me permission to attend the seminar. 2) be in agreement e.g. His version of the events does not accord with witnesses’ statement.
on one’s behalf/on behalf of sb.: for sb.; in the interests of sb.; as the representative of sb. e.g. On behalf of my parents, I would like to express my gratitude to you for your help.
reverse: turn around to the opposite direction；exchange the position of e.g. The breakthroughs in biotechnology may enable medical science to reverse the aging process. turn over: think about, consider Even when she didn’t say anything you could see she was turning things over in her mind.
Considerate: thoughtful of the rights and feelings of others. Marked by careful thought e.g. Management should be considerate of the well-being and interests of employees.
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Paras. 7~10
Main Idea
A growing number of customer rage incidents occur, creating serious problems for service organizations.
Service organizations are most vulnerable to customer rage incidents due to its “real-time” character and uncontrollable customer behaviors.
商务英语综合教程 第三册
Unit Five
Customer Management
Why do customers complain? Is that true that customer complaints are always a hassle to the organization? Why or why not?
Learning Objective
• To understand the importance of dealing with customer complaints properly;
• To know the effective techniques of defusing hostile customers;
• 2. Unfriendly interactions can escalate to rage if the customer or the employee hits the other’s hot button with an inappropriate comment, wrong gesture, or other insult.
Service organizations are often to blame for some customer rage incidents, so it is important for management to take a systematic approach to preempt, defuse and remedy the situation before, when and after the incidents occur.
System 迪斯尼的虚拟排队系统
• incense • crumble • enrage • adjacent
• constrain • scrutiny • prompt • preempt
Structural Analysis
Parts Part I
Part II
Paras. Paras. 1~6
• 5. 面对说话尖刻的顾客员工必须低声 回答使其也能降低声调，因为顾客大 动肝火的时候许多员工和其他顾客也 在场。
• 3. A casual observer of our society might conclude that we become more aggressive, more abusive, and less tolerant of frustration over time.
• 4. 在某些极端的案例中，顾客愤怒事 件最终发展为对员工进行人身攻击甚 至是谋杀的极端情况。
Learning Points Lead-in
Text A Text B
Unit Five
Exercise & Quiz
• Read the conversation between the customer and the employee.
• What do you think of the behavior of the customer?
• Do you like the wቤተ መጻሕፍቲ ባይዱy the employee responds to the customer? Why or why not?
• Express Lane 快速通道
• Customer Segmentation客户细分 • Profiling剖析人物特征以判断其行为方式 • Disney’s Fastpass Virtual Queue
Part III Paras. 11~12
Part IV Paras. 13~18
The task of identifying likely hostile customers is difficult because of the potential risks of causing discrimination.
• To explore the pros and cons of customer divestment;
• To know how to forestall and cope with air rage;
• To acquire theme-related words and expressions and apply them in real situations.
Translation Exercise
• 1. In addition, service quality provided by such organizations is variable due to the “real time” character of service delivery and the many uncontrollable elements that combine to create customers’ service experience.
• As a customer, have you ever lost temper and shouted at service staff or have you ever seen other enraged customers or got involved in customer rage incident? What happened then?
Main Idea
A growing number of customer rage incidents occur, creating serious problems for service organizations.
Service organizations are most vulnerable to customer rage incidents due to its “real-time” character and uncontrollable customer behaviors.
商务英语综合教程 第三册
Unit Five
Customer Management
Why do customers complain? Is that true that customer complaints are always a hassle to the organization? Why or why not?
Learning Objective
• To understand the importance of dealing with customer complaints properly;
• To know the effective techniques of defusing hostile customers;
• 2. Unfriendly interactions can escalate to rage if the customer or the employee hits the other’s hot button with an inappropriate comment, wrong gesture, or other insult.
Service organizations are often to blame for some customer rage incidents, so it is important for management to take a systematic approach to preempt, defuse and remedy the situation before, when and after the incidents occur.
System 迪斯尼的虚拟排队系统
• incense • crumble • enrage • adjacent
• constrain • scrutiny • prompt • preempt
Structural Analysis
Parts Part I
Part II
Paras. Paras. 1~6
• 5. 面对说话尖刻的顾客员工必须低声 回答使其也能降低声调，因为顾客大 动肝火的时候许多员工和其他顾客也 在场。
• 3. A casual observer of our society might conclude that we become more aggressive, more abusive, and less tolerant of frustration over time.
• 4. 在某些极端的案例中，顾客愤怒事 件最终发展为对员工进行人身攻击甚 至是谋杀的极端情况。
Learning Points Lead-in
Text A Text B
Unit Five
Exercise & Quiz
• Read the conversation between the customer and the employee.
• What do you think of the behavior of the customer?
• Do you like the wቤተ መጻሕፍቲ ባይዱy the employee responds to the customer? Why or why not?
• Express Lane 快速通道
• Customer Segmentation客户细分 • Profiling剖析人物特征以判断其行为方式 • Disney’s Fastpass Virtual Queue
Part III Paras. 11~12
Part IV Paras. 13~18
The task of identifying likely hostile customers is difficult because of the potential risks of causing discrimination.
• To explore the pros and cons of customer divestment;
• To know how to forestall and cope with air rage;
• To acquire theme-related words and expressions and apply them in real situations.
Translation Exercise
• 1. In addition, service quality provided by such organizations is variable due to the “real time” character of service delivery and the many uncontrollable elements that combine to create customers’ service experience.
• As a customer, have you ever lost temper and shouted at service staff or have you ever seen other enraged customers or got involved in customer rage incident? What happened then?