商务沟通英语(txt+pdf+epub+mobi电子书下载)


发布时间:2020-05-28 09:46:01

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作者:周杏英

出版社:广州暨南大学出版社

格式: AZW3, DOCX, EPUB, MOBI, PDF, TXT

商务沟通英语

商务沟通英语试读:

前言

近年来以服务外包、服务贸易为特征的新一轮世界产业调整正在兴起,这为我国发展面向国际市场的现代服务业带来新的机遇。目前中国是服务外包发展最快的国家之一,是国际服务外包的重要竞争者及主要市场。由此,我国需要一批掌握各种服务外包业务和技能的复合型人才。

本书是广东外语外贸大学国际服务外包人才培训系列教材之一。全书共分8单元,涵盖了商务活动中的主要沟通技能。书中前3个单元培训书面沟通能力,4至6单元培训口头沟通能力,后2个单元重在提高学员在各种商务活动中的沟通能力,实现有效、得体的交流。本书基于情景教学法的理念,设计了4家有外包业务关联的中外企业。这4家案例企业的各种外包商务沟通活动贯穿全书,各单元穿插形式多样的学习任务,反映了真实的商务沟通情景,有助于训练和提高学员的商务沟通技能。

本书由具有多年商务英语教学经验的教师编写。其中第1、第2单元由郑铁编写,第3、第8单元由林洁编写,第4、第6单元由周杏英编写,第5、第7单元由张婷婷编写。编者同心协力、精诚合作,为全书的策划、编写和审订付出了辛勤的劳动,以期为读者献上一本质量高且实用性强的教材。

本书适用面广,既可作为高等院校商务英语、经贸、金融等专业的教学用书,也可作为各类有服务外包业务的商业公司的培训教材。

由于编者水平有限,本书不足之处,敬请使用者批评指正。编者2013年2月广东外语外贸大学Who's Who

The text is situated in business activities among the following four companies by interactions of the business executives below.Unit 1 EmailStarting up: Discuss These Questions1. What problems do you encounter when you write an email in

English?2. What do“Cc”and“Bcc”stand for on the address slots in an email?3. What are the features of an effective subject line?4. What should be included in an email signature?Reading & Writing 1: A Poorly Written Email

Johnson's is a London based fashion design studio which started to go global in 2005 and has opened 30 exclusive stores in Europe and Asia with a good reputation of its innovative design and reliable quality. It has presently employed 32 world-class designers in its head office and has established 3 research centers in Europe.

Sally Bolton, an executive assistant to John Smith, the managing director of Johnson's, writes an email to inquire about the proposal they sent.A. Read her email below and discuss how to revise it.To: lynn.xiao@redstar.com.cnCc:Subject: Proposal______________________________Lynn,Did you get my proposal last week? I haven't heard back from you and want to make sure.Can you please call me and we can discuss?Thanks.Sally BoltonExecutive Assistant to Managing DirectorJohnson's—A World-class Fashion DesignerB. Rewrite the above email in the following form.To: lynn.xiao@redstar.com.cnCc:Subject:LANGUAGE WORK

Formality of Language

The formality of language should match the formality of the situation and the relationship between the writer and the reader. The level of formality should be determined by the expectation of the reader and the communication purpose. If the email is addressed to a new business partner, the language should be formal. If it is written to a friend or a family member for personal matters, the language is of a more informal style.

Examples:A. Decide the degree of formality of the following sentences and pair them up.1. I'm sorry, but we don't deal in that line of goods now.2. I apologize for any inconvenience we have caused.3. We are pleased to place an order for 80 pieces of the product.4. We trust that this project will yield satisfactory results to both of

our companies.5. We want to order 80 pcs. of the product.6. I am sorry for any inconvenience.7. I regret to inform you that we do not deal in that line of goods any

more.8. We are sure that this project will be successful for both of our

companies.

1-( )  2-( )  3-( )  4-( )B. Match the salutation and complimentary close.C. Fill in the missing openings and closings.Reading & Speaking: A More Friendly Email

Xian Feng Technology Co., Ltd. is a Guangzhou based global IT firm responsible for maintaining the intranet service and providing IT support for Johnson's. David Gao is an IT consultant from Xian Feng.A. Read the email that Mr. Gao writes to Mr. Gavin Anderson, a client of Xian Feng, and answer the questions.To: p.anderson@energysolutions.com.auCc:Subject: Our New Anti-virus Software—ER26______________________________Dear Mr. Anderson,Thank you for your email of 26 June, asking for details of our new anti-virus software, the ER26.I have pleasure in enclosing our brochure. This gives full details and prices of all our software.If you want to require any further information, you can contact me directly on +86-139-2900-3088.Yours sincerely,David GaoSenior IT ConsultantXian Feng Technology Co., Ltd.Office: +86 (20) 6165-9075Cell: +86 139-2900-3088

1. What are the three basic parts of an email?

2. Is it a formal business email? Why?B. Read the email that Mr. Gao writes to Mr. John Smith, the managing director of Johnson's, and answer the questions.To: john.smith@johnsons.co.ukCc:Subject: Our New Anti-virus Software—ER26______________________________Dear Mr. John Smith,It was a pleasure to have dinner with you while I was in London. I think we had a very useful discussion and I am sure that we can come to some worthwhile agreements.I thought you might be interested in hearing about a new anti-virus software that we are producing—the ER26. I am enclosing a brochure that gives all the important details, but if you would like to have any further information, please contact me.Thank you once again for a very pleasant evening. Please give my regards to Ms. Sally Bolton who cordially helped me a lot while I was there.I look forward to seeing you the next time when I am in London.Warm regards,David GaoSenior IT ConsultantXian Feng Technology Co., Ltd.Office: +86 (20) 6165-9075Cell: +86 139-2900-3088

1. Is it a formal business email? Why?

2. Compare the above two emails in Exercise A and B, fill in the form below with “√”or “×”and decide which one is more friendly.

3. What are the basic parts of a less formal/more personal email?C. Read the email that Mr. Gao writes to Mr. Morris Zhang, an IT engineer of Xian Feng and answer the questions.To: m.zhang@Xian Feng.com.cnCc:Subject:****************______________________________Hi, Morris.I just want to remind you of the meeting we scheduled for Monday, 23 September at 10 a. m.It's being held in conference room A, and we'll discuss the marketing of our new anti-virus software, the ER26.If you have any questions, feel free to get in touch at (ex.) 3046.With best wishes,David GaoSenior IT ConsultantXian Feng Technology Co., Ltd.Office: +86 (20) 6165- 9075Cell: +86 139-2900-3088

1. Is it a formal email? Why?

2. Which sentence indicates the purpose of the writing?

3. Which sentence mentions the future action?

4. What should be the subject of the email?USEFUL LANGUAGE

There are usually three parts in a business email. The opening explains the purpose of the writing, the main message gives the details and the ending addresses the future action. The following table provides you with useful expressions in composing the opening and ending of an email.Beginning:We are writing to inquire about…We are writing in response to…We are writing in connection with…We are interested in… and we would like to know…We have received your email of (date), asking if…Thank you for your email of (date), enquiring about…                    enclosing…                    concerning…With reference to…we are writing to…Further to…With regard to…Ending:I look forward to receiving your reply/order/products.Looking forward to hearing from you.I hope that this information will help you.Please contact me if you need further information.Please feel free to contact me if you have further questions.Please let me know if you need any further information.I would be grateful if you could…Reading & Writing 2: Making Complaints

Sally Bolton, an executive assistant to John Smith, ordered some office furniture but the furniture has not arrived at Johnson's for two weeks after the promised delivery date. She writes an email making a complaint to the seller.A. Complete the email below.To: p.bontempi@jpfurnishings.co.ukCc:Subject: Complaint about Order 2789______________________________Dear Mr. Bontempi,____________________the captioned order for some office furniture.Unfortunately, we have not yet received the filing cabinets which were a part of this order.____________________if you could deliver these as soon as possible or refund our money.____________________hearing from you soon.Best regards,Sally BoltonExecutive Assistant to Managing DirectorJohnson's—A World-class Fashion DesignerOffice: +44 (20) 6713-3489Cell: +44 987-8991-6754

Mr. Bontempi replies to Sally Bolton and explains the reason why it was delayed.B. Complete the email by re-arranging the following sentences.(a) With regard to the lamps and desks, we will deliver the goods before 1 July, as agreed.(b) I am writing in response to your email concerning the above order for office furniture.(c) With apologies.(d) This is as a result of problems at our supplier's factory.(e) We regret to inform you that we are unable to deliver the crimson filing cabinets on time.To: sally.bolton@johnsons.co.ukCc:Subject: Re: Complaint about Order 2789______________________________Dear Ms. Bolton,Best regards,Peter BontempiSales ManagerJP FurnishingsOffice: +44 (0) 1524-63806Cell: +44 945-4391-8320

After another two weeks, Johnson's has not yet received the office furniture. Sally Bolton writes to Peter Bontempi again insisting on getting refunded. Mr. Bontempi declines Sally's request in the reply.C. Write an email to Peter Bontempi in the name of Sally Bolton complaining about the delay and requesting the refund. Peter Bontempi's response below is for your reference.To: sally.bolton@johnsons.co.ukCc:Subject: Re: Further Complaint about Order 2789______________________________Dear Ms. Bolton,Thank you for your email, enquiring about the crimson filing cabinets.We must apologize for the delay in delivering these cabinets. As I said in my email of 25 June that this is owing to problems at our supplier's factory. As these problems are completely beyond our control, I should like to point out that we are not able to refund your payment. I enclose a copy of our Terms of Sale for your reference.We expect to receive the goods next week so I hope that you will not have to wait much longer.With apologies once again.Best regards,Peter BontempiSales ManagerJP FurnishingsOffice: +44 (0) 1524-63806Cell: +44 945-4391-8320

After two months, Johnson's has still been waiting for the arrival of the furniture. Sally Bolton writes a strong complaint email to Peter Bontempi.D. Read the email below and summarize the basic parts of a strong complaint email.To: p.bontempi@jpfurnishings.co.ukCc:Subject: Further Complaint about Order 2789______________________________Dear Mr. Bontempi,It has been over three months since we placed the above order with you and we are still waiting for the crimson filing cabinets. I should like to remind you that we have already paid for these cabinets.We must insist, therefore, that you deliver them immediately or refund our money.Unless we hear from you within seven days, we will be forced to take legal action.Best regards,Sally BoltonExecutive Assistant to Managing DirectorJohnson's—A World-class Fashion DesignerOffice: +44 (20) 6713-3489Cell: +44 987-8991-6754E. Read the above four emails and fill in the blanks.

★ Giving bad news● _____ _____ _____ _____ _____ we are unable to deliver the

crimson filing cabinets on time.

★ Giving reasons● This is _____ _____ _____ _____ problems at our supplier's

factory.

★ Making a mild complaint● _____, _____ _____ _____ _____ _____ the crimson filing

cabinets.

★ Making a strong complaint● ____ _____ _____ ______three months _____ we placed this

order and _____ _____ _____ _____ _____ the cabinets. _____

_____ _____ _____ _____ _____ _____ we have already paid for

these cabinets. _____ _____ _____, _____, _____ you deliver

them immediately.

★ Warning● _____ we hear from you within seven days, _____ _____ _____

_____ _____ take legal action.

★ Requesting actions● _____ _____ _____ _____ if you could deliver these cabinets

_____ _____ __________or refund our money.● _____ _____ _____ hearing from you soon.

★ Apologizing● _____ _____ _____ _____ the delay in delivering these cabinets.● _____ _____● _____ _____ _____ _____

★ Making a point● As these problems are completely beyond our control, _____

_____ _____ _____ _____ _____ _____we are not able to refund

your payment.Listening: The Language of Business Emails

Red Star was established in Dongguan in 1999, specializing in manufacturing garments. In February 2012, it opened a new production base to make garments for Johnson's exclusively.A. 1.1 Listen to the conversation between Tammy Qin, the purchasing manager of Red Star, and Sam Li, the production director of Red Star, about an email that Tammy wrote to a client.1. What seems to be the problem?2. Why does Sam think Tammy's message inappropriate?3. What is Tammy trying to confirm in her email?B. Listen again and decide whether the following statements are true or false.1. “Pls c-d-u cfirm wnt 300”means“please could you confirm you

want 300”.2. People always write SMS messages with abbreviations.3. Tammy doesn't know how to write the message.4. Tammy calls back to Sam for getting her message checked.5. Sam hopes that Mr. Jones will think the first email was composed

by someone sitting on the PC keyboard.C. Listen for the third time and write down the message.Dear _____,I hope __________.I am writing regarding your request for _______________. We will indeed be able to supply them.Please could you confirm that __________.Yours sincerely,TammyUnit 2 MemoStarting up: Discuss These Questions1. Apart from email, what else do you use for communication in the

workplace?2. How often do you use memos at work? Why?3. What problems do you have when you write a memo in English?Reading & Speaking: An Effective Memo for Product Promotion

Kelly Else, a market research assistant of Johnson's, writes a memo to Timothy Burris, the marketing director of Johnson's, about the fall clothes line promotion for the Chinese market.A. Read the memo below and answer six questions in two minutes.To: Timothy Burris, Marketing DirectorFrom: Kelly Else, Market Research AssistantDate: 4 August, 2012Subject: Fall Clothes Line Promotion in ChinaMarket research and analysis show that the proposed advertising media for the new fall lines need to be reprioritized and changed. Findings from surveys have made it apparent that we need to update our advertising efforts to align them with the styles and trends of Chinese young adults today. It has become increasingly important to use the Internet as a tool to communicate with our target audience to show our dominance in the clothing industry.Internet AdvertisingJohnson's needs to focus advertising on Internet sites that appeal to young people. According to the surveys, 72% of our target market uses the Internet for five hours or more per week. The following list shows in order of popularity the most frequented sites:● Baidu● Sina● Tencent QQ● Sohu● 163Shifting our efforts from our other media sources such as radio and magazine to these popular websites will more effectively promote our product sales. Young adults are spending more and more time on the Internet downloading music, communicating and researching for homework and less and less time reading paper magazines and listening to the radio. As the trend for cultural icons goes digital, so must our marketing plans do.By refocusing our advertising efforts of our new line of clothing, we will be able to maximize the exposure of our product to our target market and therefore increase our sales. Tapping into the trends of young adults will help us gain market share and sales through effective advertising.Attachments: Survey Findings, January-May 2012

1. What is the main idea of the memo?(a) It discusses advantages and disadvantages of Internet advertising.(b) It mentions the strategies of the fall clothes line promotion in China.(c) It proposes that Internet advertising should be re-prioritized in the fall clothes line promotion.

2. What advertising tool is not mentioned in the memo?(a) Radio & magazine.(b) Television.(c) Internet.

3. According to the surveys, 72% of the target market uses Internet for _____ or more per week.(a) 4 hours(b) 5 hours(c) 6 hours

4. Which is the most frequented website?(a) Sina.(b) Tencent QQ.(c) Baidu.

5. Young adults spend more time in _____.(a) reading paper magazines(b) listening to radio(c) surfing the web

6. What do you think Timothy Burris will possibly do after reading the memo?(a) Read the survey findings.(b) Prioritize Internet advertising.(c) Conduct focus group interview.B. Read the memo again and answer the following questions.

1. What are the basic parts of a memo?

2. What does the handwriting “K. E. ” refer to in the heading section?

3. How does Kelly Else improve the readability of the message?Reading & Writing 1: An Ineffective Memo for Recommendations

David Gao received a request from Johnson's to check and solve their database problems. David therefore informed Morris Zhang, the IT engineer, of the client's request.A. Read the first draft of Morris Zhang's reply to David Gao and identify the problems in the draft.Interoffice MemorandumTo: David GaoThis is in response to your recent inquiry about Johnson's customer database. Your message of August 5 said that you wanted to know how to deal with the database problems.I can tell you that the biggest problem is that it contains a lot of outdated information, including customers who haven't purchased anything in five or more years. Another problem is that the old database is not compatible with the new Access software that is being used by their mailing service, and this makes it difficult to merge files.I think I can solve both problems, however, by starting a new database. This would be the place where we put the names of all new customers. And we would have it keyed using Access software. The problem with outdated information could be solved by finding out if the customers in the old database wish to continue receiving their newsletter and product announcements. Finally, we would rekey the names of all active customers in the new database.B. Rewrite the above memo in the following form.Interoffice MemorandumLANGUAGE WORK

Concise Wording

In business, time is indeed money. The best business writing is concise and clear. Concise messages save reading time and, thus, money. In addition, messages that are written directly and efficiently are easier to read and understand.

Examples:A. Match the flabby expressions and the corresponding concise ones.B. Revise the following sentences to make them concise.1. We have taken this action in very few cases.2. The new policy will in all probability be effected.3. You will be interested to learn that you can now be served at our

website.4. I am writing this email because the consultant suggested that your

organization was hiring trainees.5. We actually did not really give his plan a very fair trial.6. The HR director proposed an extremely motivating welfare

scheme that employees would definitely appreciate.7. There are three deputy directors who report directly to the

regional director.8. It is the client who should make application for licensing.9. The committee members agreed on many rule changes.10. Employees will be able to elect an additional six employees to

serve with the four previously elected employees who currently

comprise the employees' board of directors. To ensure

representation, night shift employees will elect one night shift

employee as their sole representatives.Reading & Writing 2: Common Types of Memos

A memo is a document typically used for communication within an organization. Each memo is written for a specific purpose to a specific reader. Generally, there exist four broad categories of memos.

1. Directive MemoA directive memo states a policy or procedure the writer wants the reader or co-worker to follow.

2. Response MemoA response memo provides the reader with desired information. It has four parts, including purpose statement, summary, discussion and action.

3. Trip Report MemoA trip report memo, usually sent to a supervisor after an employee returns from a business venture, reports details of the trip. It also has four parts like the response memo.

4. Field Report MemoA field report memo reports on inspection and procedures. It includes the problems, methods, results, and conclusions, but spends less time on the methods section.A. Read Memo 1 and decide which type of memo it is.To: Design TeamFrom: Sally Bolton, Executive Assistant to Managing DirectorDate: August 10, 2012Subject: 2013 Ella Fall Project ScheduleAs a result of yesterday's meeting, I suggest you follow the project schedule below. Please remember you must submit a proposal by noon on September 15.

It is a _____ memo.B. Read Memo 2 and answer the following questions.To: John Smith, Managing DirectorFrom: Sally Bolton, Executive Assistant to Managing DirectorDate: August 27, 2012Subject: The Weekly Designer's Meeting on the Ella Project①This memo presents my impression of the meeting last Friday.②In general, I felt that the meeting went well and much progress was made.③Judy and Sean made some changes on the design after the peer review and should have it finished next week.④George and Jeff were able to make progress on the graphics and should have them done next week, too.⑤Judy will meet with Jeff to see how they want their design integrated into the graphics.

1. What type of memo is it?

2. Read the above memo again and fill in the form with the paragraph number.C. Sally Bolton is going to write a memo to the design team. Follow the three tasks below to help her complete Memo 3.

1. Choose the appropriate paragraph from the table below to finish writing Memo 3.a. Management usually has no problem with the individual time changes in meetings, as long as meeting minutes are turned in by noon to Cindy.b. This request is satisfactory as long as it is approved by management.c. I have asked Cathy if she thinks this would be a problem and she said no, so all we need to do now is to get approval from Peter.d. This memo responds to your request that the weekly meeting be moved from 9a. m. to 10a. m.

2. What should be the subject?

3. What type of memo is it?To: Design TeamFrom: Sally Bolton, Executive Assistant to Managing DirectorDate: August 31, 2012Subject:PurposeSummaryDiscussionRecommendationUSEFUL LANGUAGEPurpose:This memo presents…This memo responds to…This memo is to…As a result of…I suggest…Summary:In general, I think/feel/believe…In brief, …In summary, …To sum up, …To conclude, …In conclusion, …Overall, …D. Sally Bolton received a field report memo from David Gao who responds to her inquiry of the computer problems. Fill in the blanks with the expressions from USEFUL LANGUAGE to complete the memo.Interoffice MemorandumFrom: David GaoTo: Sally BoltonDate: August 14, 2012Subject: Report on the Computer ProblemsPurpose ____________________Summary _______________________________________________Problem The inspection was designed to determine if the present equipment was adequate to provide designers with the technology needed to perform tasks.Methods I ran a series of tasks on Auto Illustrator, Coreldraw, Photoshop and Auto CAD, and recorded memory capacity and processing time for each task.Results The inspection found that the hardware used to run the computers is outdated and that the computers are very slow.Conclusion The computers are inadequate for the everyday needs of designers in this company.Action Four new computers running on Windows 7 and at a processing speed of at least 2.93ghz should be purchased immediately.Reading & Writing 3: Memos that Request and Respond

Red Star plans to launch a casual dress day program. Joseph Chen, the HR & Admin manager of Red Star, writes a memo to Desmond Zhao, CEO, for his opinions.A. Read Joseph's memo and answer the following questions in one minute.Red StarTo: Desmond Zhao, CEOFrom: Joseph Chen, HR & Admin Manager.Date: June 22, 2012Subject: Your Reactions to a Proposed Casual Dress DayPlease answer the questions below about the possibility of starting a casual dress day program at Red Star.Many employees and some managers have inquired about the possibility of dressing casually occasionally. In my view, casual attire may make people feel more relaxed in the office. However, it is thought that casual dress may encourage sloppy work. Your answers to the following questions will help determine a course of action.● Would you like to see one day a week set aside as a “dress-down”day? Why?● If you answer yes, should we set up a written dress code to prohibit such attire as shorts, tank tops, T-shirts with slogans, tennis caps, and athletic clothes?● If we set aside a dress-down day, will the office atmosphere remain professional?I'd appreciate your individual responses by June 27 so that we can discuss the matter at the next management meeting set for June 28.Please find enclosed the employee attitude survey findings for your reference.

1. What's the purpose of writing the memo?(a) To elicit opinions about the“dress-down”day program.(b) To announce the casual dress day program.(c) To question the possibility of the casual dress day program.(d) To discuss the procedure of implementing the“dress-down”day program.

2. What's Desmond's attitude to a“dress-down”day?(a) Indifferent.(b) Positive.(c) Negative.(d) Unknown.

3. Which is not the writer's major concern?(a) Whether they should set aside a day every week for dressing casually.(b) Whether they should prohibit sportswear.(c) Whether the dress-down day will decrease the work efficiency.(d) Whether the casual dress day program will undermine professionalism.

4. When will they discuss the casual dress day program?(a) June 22.(b) June 23.(c) June 27.(d) June 28.B. Read Joseph's memo again and complete the following sentences.

★ Making a request● _____ _____ _____ _____ _____ _____ the possibility of starting

a casual dress day program at Red Star.● _____ _____ _____ _____ _____ _____ _____ _____ so that we

can discuss the matter at the next management meeting set for

June 28.C. Read Desmond's response and answer the questions in one minute.Red StarTo: Joseph Chen, HR & Admin ManagerFrom: Desmond Zhao, CEODate: June 23, 2012Subject: Reactions to Proposed Casual Dress Day ProgramHere are my reactions, Joseph, to your inquiry about a casual dress day program made in your memo message of June 22.● Establish a dress-down day? Yes. I would like to see such a day. There is a lot of evidence for advantages of a casual dress day that could bring to organizational performance, such as enhancing employee's morale and productivity.● Implement a dress code? By all means! We definitely need a written business code not only to establish standards but also to protect the company from frivolous lawsuits.● Professional office atmosphere? I would hope that casual dress would not promote casual work attitudes as well. We must establish that professionalism is non-negotiable. For example, we can't allow two-hour lunches or entire afternoons spent gossiping instead of working. Moreover, I think we should be careful in allowing casual dress only on the designated day, once a week.I think a casual attire program can be beneficial and improve morale. But we definitely need a dress code in place at the beginning of the program. Let me know what support I may offer to assist you in implementing a casual-dress day program.

1. What is Desmond's attitude to a casual dress day program?(a) Indifferent.(b) Negative.(c) Positive.(d) Unknown.

2. Which is not the advantages of a dress code?(a) To establish norms in the company.(b) To protect the firm from lawsuit.(c) To encourage sloppy work.(d) To set up standards.

3. According to the memo, which of the following is not Desmond's opinion?(a) Professionalism is important.(b) The casual dress day program can definitely improve morale.(c) It's essential to establish a dress code at the beginning.(d) Dressing casually should be only allowed on the certain days.

4. What might Desmond do in the near future?(a) He will take in charge of implementing the dress-down day program.(b) He will get dressed casually.(c) He will help to implement the program.(d) He will abstain from dressing professionally.

D. Read the above two memos again and complete the following sentences.

★ Expressing general viewpoints● _____ _____ _____ _____ casual dress may encourage sloppy

work.

★ Expressing personal viewpoints● _____ _____ _____, casual attire may make people feel more

relaxed in the office.● _____ _____ _____ _____ casual dress would not promote

casual work attitudes as well.● _____ _____ a casual attire program can be beneficial and

improve morale.E. Study the above two memos and fill in the form to find out differences between email and memo.Unit 3 ReportStarting up: Discuss These Questions1. What kinds of reports have you read at work?2. What problems do you have when writing reports?3. What parts should be included in a business report?4. What are the usual steps in preparing reports?Reading & Writing 1: Types and Features of Business Reports

“A report is an orderly, objective message used to convey information from one organizational area to another or from one organization to another to assist in decision making or problem solving. ”(Lehman & DuFrene, 2005) Reports have been classified in various ways, from the form, direction, functional use, and content or even language style. To name some of the most frequently seen, sales report, budget/cost/profit report, progress report, performance report, feasibility report, recommen-dation report and annual report. A report can be either formal or informal, informational or analytical, vertical or lateral, internal or external, periodic or functional. Moreover, a single report can fit several classifications and descriptions at the same time, when viewed from different perspectives.

Working in teams of three or four, classify each of the following reports in one or more ways provided in the box.A. Based on the business report types provided in the box, decide the report type for each of the following scenarios.Scenario A

The sales of sportswear have been in the climb during the year of the London Olympic Games. Terry Holmes, the finance manager of Johnson's, is going to give a report of the company's sales growth to the Board of Directors next week.

Report type: __________Scenario B

Joseph Chen, Red Star's HR & Admin manager, has surveyed company personnel on their perceptions of the need for a company-sponsored fitness center. He is preparing a report of his results and recommendations for Desmond Zhao, the CEO.

Report type: __________Scenario C

Sam Li, Red Star's production director, has completed a report for Desmond Zhao, the CEO, for additional funding for a new assembly line. In the report, Sam lists cost details of the equipment and potential return of investment for the first 5 years of production after purchase. The report will be presented at the next company routine meeting where senior management is present.

Report type:__________Scenario D

David Gao, the IT consultant of Xian Feng Technology Co., Ltd., has prepared a report for Johnson's summarizing hardware and software status quo and future training need for the first quarter of 2012.

Report type: __________B. Match the reports in exercise A with the descriptions.C. Write down the intended reader(s) of these reports and decide on the degree of formality to be used in report writing.Reading, Listening & Writing: Basic Data and Graphics

Almost all reports contain quantitative information. The presentation of such infor-mation requires a grasp of basic data and graphic aids. Try to compare the two sentences: (1) 52 out of200 people interviewed prefer the first discount pricing plan of Guangzhou metro; and (2) 26 percent of people interviewed prefer the first discount pricing plan of Guangzhou metro. The first sentence is easy to understand but the latter is even easier because the percentage simplifies the calculation of division for the reader.

The term graphics is used to refer to all types of illustrations used in written and spoken reports. The most commonly used graphics are tables, bar charts, line charts, pie charts, maps, flow charts, diagrams and photographs.A. With definitions provided for each term, match graphic aids with their corresponding illustrations.Illustration A:Illustration B:Illustration C:Illustration D:Illustration E:B. Select an appropriate graphic type that will describe given scenarios in the most effective manner.C. 3.1 Listen to the sales report on Johnson's performance in the U. S. market and choose the best answer to the following questions.

1. Which of the following statements is CORRECT?(a) America's housing prices keep rising.(b) America's housing prices keep falling.(c) America's housing prices used to be high but now has dropped.

2. Which of the following statements is INCORRECT?(a) Americans are less confident in the economy.(b) Americans are spending more in shopping malls.(c) American online spending has never been better.

3. According to comScore, online purchase has increased by _____ compared with _____.(a) 30%; 2012(b) 13%; 2011(c) 30%; 2011

4. For online shopping the biggest day sales and weekly sales are _____ and _____ respectively.(a) $800,000; $3,000,000(b) $80,000; $300,000(c) $803,000; $3millionD. 3.2 Green Line Logistics Co., Ltd. is the major logistical service provider for Red Star. Complete the table of Green Line Logistics' Turnover Forecast after listening to the report.Green Line Logistics' Turnover ForecastE. Select expressions about rise and fall from the box and fill in the blanks to make the graph descriptions accurate.1. Global transportation cost will _____ by 3% in 2008, according to

the Economist Intelligence Unit.2. Stagnation in the American market will be _____ by _____

demand in Asia and Australia.3. Sales in China will _____ by 16%.4. Global apparel sales will also rise by _____ 6%, because of

_____ consumer needs in emerging economies.USEFUL LANGUAGE

There are many expressions that describe the rise and fall of figures. When writing reports you should try to choose a variety of expressions to avoid monotony.Rising:Sales increases/grows/rises to…Turnover soared to 150% last month.Sales looked bad at the beginning, but in March sales began to climb up.Population has grown rapidly/steadily/considerably from 1 million to 2 million.Interest rates have increased sharply/quickly from 2% to 4% within 6 months.Falling:Prices fall/go down/decrease/decline/reduce by 40%.The curve chart shows a remarkable decrease/fall/decline.The market share dropped from 35% in 2010 to 20% in 2011.The downward trend continues.Stagnation:Sales remain stable/keep steady/level off.The market has fluctuated for the last 6 months.Profit stood at 15% last year.Reading & Writing 2: How to SummarizeA. John Smith plans to expand business in Europe and the U. S. A., so Sally Bolton is collecting relevant market data. Below are two pieces of news Sally finds useful and she needs to summarize them. Please help her fill in the summary notes.1. Greek workers see the longest job tenure in Europe. In 2010, they

had spent an average of nearly 13 years with the same employer,

according to the OECD's Economic Survey of the European

Union. Within Europe workers changed jobs quickest in Britain

and Ireland, where flexible labor laws make it easier to hire and

fire and where growing economies mean workers are tempted by

new oppor-tunities. Employees are most mobile in America (or

perhaps most-easily fired), putting in an average of just four years

for one boss.

*Note: OECD stands for Organization for Economic Cooperation and Development.Summary Note

2. As the effects of the credit crunch spread, economic forecasters have become more pessimistic. A report published on Thursday, May 1st by the Economist Intelligence Unit, a sister company to The Economist, considers a riskier economic future for the world as a result of the crunch. Its central forecast sees a 60% chance of a slowdown in growth in 2009, but it now predicts a 30% likelihood that things will get really nasty, with the dollar falling to new lows against the yen and euro and commodity prices plunging as demand slows. America could see GDP growth contract by 1.5%, while growth in the big developing economies could slip to the lowest levels in years.Summary NoteB. Desmond Zhao, Red Star's CEO, is going abroad to study MBA. Lynn Xiao, Desmond's secretary, has written a report on the world's best MBA programs but somehow some parts of her paragraphs got mixed up. Please help Lynn rearrange sentences provided below in a logical order.Best Full-time MBA ProgramsBusiness schools, September 2009Rank(2008 position)1. With three European schools breaking into the top ten this year—Cambridge, Instituto Empresa and Henley—the top of the ranking is now split equally between America and Europe.2. Hong Kong University of Science and Technology, ranked 20th, is Asia's highest placed school.3. It is the first time the school has led the annual ranking, which is now in its sixth year. Chicago toppled the Spanish school IESE, which had ranked in the first place for the previous two years, and IESE dropped to third position.4. The University of Chicago's Graduate School of Business has claimed top spot in the Economist Intelligence Unit's 2009 ranking of full-time MBA programs.

The report's order should be:

( )→( )→( )→( )

Executive Summary is a term commonly used in business, rather than“abstract”, the term APA (American Psychological Association) recommends. An executive summary does the following: (1) provides background and explains problems leading to need for the study; (2) presents purpose of study and identifies person authorizing it; (3) describes methods used to solve the problem; (4) synthesizes major findings focusing on specific findings needed to support conclusions; (5) highlights the conclusions and recommendations based on analysis of the findings.C. Read the email that David Gao of Xian Feng Technology writes to Mr. John Smith, managing director of Johnson's, and complete the executive summary in his email attachment by filling in the blanks.To: john.smith@johnsons.co.ukCc: sally.bolton@johnsons.co.ukSubject: Executive Summary of Report Attached______________________________Dear Mr. John Smith,It was a pleasant discussion with you about the possibility of implementing an intranet for your company. I immediately worked on the report and has completed the draft within the time frame we agreed.I am enclosing for your approval the executive summary which outlines the report background, research methods and major findings. Upon your positive feedback, I will revise the draft and finalize it before sending the official report to you.If you would like any further discussion, please don't hesitate to contact me.I look forward to seeing you the next time when I am in London.With best wishes,David GaoExecutive SummaryJohnson's, _______________, has opened 30 exclusive stores in Europe and Asia and established 3 research centres in Europe. _____, managing director, had considered the implementation of an _____ to facilitate internal communications. He had concerns, however, about __________ that would be posed by such a move. John Smith _____ a cross-functional team to study the __________ while providing an acceptable level of security.__________: (1) current business literature was examined, and (2) 20 business people whose organizations had intranets were surveyed about their intranet experiences._____: (1) background and popularity of intranets, (2) benefits and limitations of intranets, (3) intranet _____ measures, and (4) organizational uses of intranets.The study _____ that intranet have become extremely popular because of the various benefits they offer. The potential _____ can be addressed adequately by proper planning and implementation of recommended security measures. Johnson's should __________________________________________________.Reading & Writing 3: Prepare for a Real Life Report

Below is the title page of a proposed report to Johnson's by Xian Feng Technology. Please read the title page as well as the executive summary in the previous exercise carefully and finish the contents page.A. Complete the contents page.B. The report is quoting growth of number of intranets as supporting evidence. Discuss the graph's meaning with your partner and complete the report part referring to the graph.Figure 1 Growth in Number of Intranets Over 4-year PeriodThe number of companies implementing intranet (1) ____________________ in the first (2) _____ years of their existence, as shown in (3) __________. By 2009, it was estimated that (4) ______________________________. Intranet is a fundamental element in creating an online community within an organization that improves productivity and morale, reduces turnover, and heightens company competitiveness.C. Compare the following pairs of statements of conclusion and select the ones that you think are better. Explain the reason of your choice to your partner.1. Intranets are absolutely welcomed as they offer many advantages

to increase production and make it more effective.2. Intranets are popular because they offer various advantages for

improving productivity and effectiveness.3. While intranets have certain limitations and risks, appropriate

planning and implementation can help to overcome them.4. Intranets have little limitations and risks, and even if they do,

those can be neglected. We just need to plan well and then there

will be no problem.5. To increase efficiency and productivity, intranets are used by

businesses in a variety of ways.6. Businesses are using their intranets in a variety of ways that

increases efficiency and productivity.

Your reason of choice 1:_____

Your reason of choice 2:_____

Your reason of choice 3:_____D. Read the Tips of Recommendation Writing below. Discuss in pairs possible actions to suggest and then write down the recommendation section for Xian Feng's report on intranet security.

Tips of Recommendation Writing

Because many readers turn to the “recommendations” first, provide enough information so that the reason is clear all by itself. The ideas in this section must be logical extensions of the points made and supported in the body of the report.

In terms of format, side heading and numbering points can be very helpful. Use side heading and lead-in sentences to direct the reader to the recommendation section. Numbering points makes it easy for readers to discuss them. In each point, bullets can be used to add emphasis and clarity. The numerical list also provides visual variety. Ideally items in the list are parallel. At the end of the report logical closure should be provided to convince readers that the report is thorough and complete.

Recommendations should be logical actions that follow the research. Recommended actions, mostly in imperative form, should be presented in an objective and unbiased manner.RecommendationsJohnson's should proceed with __________________________________________________:● __________________________________________________● __________________________________________________● __________________________________________________● __________________________________________________LANGUAGE WORK

Tones

The tone in writing is what the author is trying to convey to the reader, by using words that can describe emotions such as sorrow, happiness, lightheartedness and joy, which can cause feelings like anger, sadness, happiness in the reader, depending on the writer's intent.

Although professional business report writing should aim at objectivity and hence avoid biased statements, positive or negative tones between the lines that reflect the author's intention can still be detected. If read carefully, tones in report can reveal the writer's attitude and opinion towards the issue being discussed.A. Below are two drafts of audit report extracts, underline or mark words that show the writer's attitudes.

Example of an objective/neutral tone:FINDINGSIn the area of software policy and controls, we found that the organization owns a total of 232 copies of 11 applications from six vendors. No record of registration with the publisher was available for 71 of the programs owned. In addition, we identified 43 copies of software programs for which no corresponding purchase records existed. These copies appear to be illegal.

Example of a biased/criticizing tone:FINDINGSIn the area of software policy and controls, surprisingly we found that the organization owns a total of 232 copies of 11 applications from six vendors. No record of registration with the publisher was available for 71 of the programs owned. Even worse than that, we identified 43 copies of software programs for which no corresponding purchase records existed, which prove these copies illegal.B. Rewrite the following sentences to give the report a neutral tone.

Original draftThe following is a summary of all the severe software license violations identified:…We have taken action by immediately deleting all copies in excess of the number of legal copies, which are quite many. So you are now in full compliance with applicable software licenses.

Revised draft______________________________:…______________________________________________________________________________________________________________________________________________________Unit 4 TelephoningStarting up: Discuss These Questions1. How are you going to prepare for an important telephone call to

your new customer in New York?2. What information should you note down when you take a

message on the phone?3. How do you usually make a complaint over the phone?4. If your customer makes a complaint to you, how do you handle it

effectively?Listening & Speaking 1: Leaving and Taking Messages

This is a phone call between Lynn Xiao, the secretary of Red Star Manufacturing Co., Ltd. and Simon Chen, the service rep of Green Line Logistics Co., Ltd., which is the major logistical service provider for Red Star.A. 4.1 Listen and make a note of the message for each extract.

Message 1Red StarTo:_____From: _____Message: Simon wants to meet you_____.Call him back_____.

Message 2Office Hours:Weekdays: from _____to_____.Weekends & Holidays: closed.B. 4.1 Listen to Message 1 & 2 again and fill in the blanks.

Message 1

★ Receiving the call● Red Star. _____ _____ _____ _____ _____?

★ Asking for connection● Hello, _____ _____ _____ _____?

★ Identifying the caller● _____ _____, please?

★ Offering to take a message● I'm sorry. Sam is at a meeting. _____ _____ _____ _____ _____?

★ Leaving a message● Could you tell Sam that I'd like to_____ _____ _____ with him as

early as possible _____ _____? Could it be possible for me to

meet him at _____ _____ _____ _____ _____ _____, talk with

him for _____ _____ or so and then take him out to _____?

★ Confirming the message● You want to meet _____ _____ _____ _____ _____ _____ _____

_____ _____ _____, and then _____ _____ _____ _____.

★ Requesting actions● Can you tell him to _____ _____ _____ _____?

★ Reassuring● O. K. I'll make sure _____ _____ _____ _____ this afternoon.

Message 2

★ Leaving a message● _____ _____ here, for _____ _____. We are now waiting

anxiously for the _____ drawings for Article No. _____ and No.

_____. You promised to _____ us the drawings _____ _____, but

now we haven't received anything from you. _____ _____ _____?

Could you please _____ _____ _____ _____ and call me back on

__________? Thanks. Bye for now.C. Role play

John Smith, the managing director of Johnson's, is going to visit Red Star Manufacturing Co., Ltd., so he calls Sam Li, the director of the production department of Red Star, to talk about his arrangement in Dongguan. But Sam is at a meeting, so Lynn Xiao, the secretary of Red Star, offers to take a message.Learner A: Lynn Xiao● answer the call● tell John that Sam is at a meeting● offer to take a message● confirm the message● promise to give the message to Sam this afternoon● say goodbye to JohnLearner B: John Smith● request to talk to Sam● tell Lynn that he would like to meet Sam in Dongguan next week either on Monday afternoon or Wednesday morning● request Sam to call him back today● thank Lynn and say goodbye to herLANGUAGE WORK

Open Questions & Closed Questions

When making and receiving telephoning calls, both the speaker and the receiver may use open and closed questions to ask for information.● Open questions are also called Wh-questions as most of them

start with“wh”(Who, What, Why, When, Where, Which, Whose).

Other open questions may start with How, How many, How much.

Open questions are useful in getting another person to speak and can be used to ask for facts, opinions and feelings. They may also be used to hand control of the conversation to the respondent. The following chart presents the usage of open questions with examples.● Closed questions are questions that require a yes or no answer.

They are easy to answer and are useful for checking facts and for

keeping control of the conversation. However, closed questions

should be used with care—too many closed questions can cause

frustration and shut down conversation. The following chart

presents the usage of closed questions with examples.A. Turn the following statements into either an open question or a closed question.

1. I'll call you back this afternoon.__________? (closed question)

2. We need to update our office system urgently.What __________? (open question)

3. We like to travel first-class.__________? (closed question)

4. We can sort it out by sending him the replacements by air today.How __________? (open question)

5. I will still be having the same booth at the trade fair.__________? (closed question)B. The following questions are taken from the two extracts. Put them in the right blank to complete the extracts.1. Why did they do their job so badly?2. Is David Gao there?3. Who's calling, please?4. Could you be more specific?5. Do you think they are difficult to motivate because they think they're not well paid?

Extract One

Sally Bolton, the executive assistant to the managing director of Johnson's, is having a talk with Terry Holmes, the sales manager of Johnson's, about the poor performance of the sales team.A: The sales team hasn't met their target for this month yet.B: ____________________.A: That's rather complicated. But one of the major reason is the team members are not highly motivated.B: ____________________A: Well, quite a lot of the team members have complained about their low salary.B: ____________________A: Yes, I do. I think it is high time for us to consider giving them a pay rise, otherwise, we'll find it difficult to achieve our sales targets and I'm afraid that it won't be good for the development of our company.

Extract Two

The operator of Xian Feng Technology Co., Ltd. receives a phone call from Daniel Kang, the service manager of Green Line Logistics Co., Ltd., wanting to talk to David Gao.A: Hello, ____________________.B: Hold the line, please. I'll see if David is in. ____________________.A: This is Daniel Kang from Green Line Logistics Co., Ltd.Listening & Speaking 2: Making Reservations

Lynn Xiao, the secretary of Red Star Manufacturing Co. Ltd., calls Garden Hotel to reserve two hotel rooms for her visitors.A. 4.2 Listen to the telephone conversation and choose the best answer.

1. What hotel rooms has Lynn Xiao booked?(a) Two single rooms.(b) Two double rooms.(c) A single room and a double room.

2. When will the visitors use the hotel rooms?ndth(a) From July 22 to 24.thth(b) From July 24 to 26.thth(c) From July 24 to 28.

3. How much is it per room per night?(a) RMB 1,616.(b) RMB 1,660.(c) RMB 6,060.

4. For whom does Lynn Xiao book the rooms?(a) John Smith and Sally Bolton.(b) John Smith and Lynn Xiao.(c) Sally Bolton and Ann Black.

5. Where has Lynn Xiao booked a private dining-room?(a) The Greenery Coffee Shop.(b) The Lotus Pond.(c) Peach Blossom.

6. When will Lynn Xiao entertain her visitors?th(a) On the evening of 22.th(b) On the evening of 24.th(c) On the evening of 25.

7. How many persons will there be to have the welcoming dinner?(a) 10.(b) 12.(c) 14.B. 4.2 Open and closed questions are often used by both the caller and the receiver in telephone conversations. Listen to 4. 2 again and complete the questions.Open questions● _____ _____ I help you?● _____ _____ _____ _____ per night?● _____ _____ do you think _____ _____ _____?● _____ _____ _____ _____ arriving, Ms. Lynn?Closed questions● _____ _____ _____ two single rooms or two double rooms?● _____ _____ _____ your name, please?● _____ _____ _____ to have a private-room?C. Role play

Sally Bolton calls Marriott in London to book two single rooms for thSam Li and Tammy Qin for three nights (from October 10 to October th12). The receptionist in Marriott answers the phone, gets the names of the two visitors, offers the price (£120 per night per room) and helps Sally book the rooms.Learner A: The Receptionist● answer the call● ask for details, e. g. single room or double room, with a bath or a shower● inform Sally the room rate (a single room with bath: £120 per night per room)● confirm the message: the names of the two visitors, the price and the dates● ask about the visitors' estimated time of arrival

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