CENTURYBUSINESSENGLISH大連理工大學(xué)出版社閱讀教程（基礎(chǔ)篇I）（第四版）世紀(jì)商務(wù)英語(yǔ)

主編：王洗薇Unit8

BusinessCommunication大連理工大學(xué)出版社BusinessLanguage

Howmuchdoyouknowaboutnon-verbalcommunication?Doyouknowhowtoimproveyourlisteningskillsandeffectasuccessfulcommunicationinabusinesssurrounding?Afterthelearningofthisunit,youwillunderstandmoreaboutthesetopics.Furthermore,wewillbegintointroduceanewreadingskill—PatternsofParagraphDevelopment.BusinessLanguageReadingSkillFocusWordsandExpressionsPracticalReadingComprehensiveReadingReadingSkillFocusPatternsofParagraphDevelopment(1)

Writersusuallyexpresstheirideasincertainkindofdevelopmentpatterns,thatis,theyorganizetheirparagraphsincertainwritingpatterns.Ifareadercanidentifytheorganizationalpatternsofawriting,thiswillhelphimfollowthewriter’sthoughts,comprehendthewritingandrecallthewritingafterhereadsit.Thefollowingaresomecommonpatternsusedinbuildingparagraphs:ReadingSkillFocus1.Classification(分類(lèi)式)2.Listing（列舉式）3.Definition（定義式）4.Illustration（例證式）5.CauseandEffectRelationship（因果關(guān)系式）6.ComparisonandContrast（比較與對(duì)比式）ThesixpatternsabovewillbediscussedfromUnit8toUnit10.Inthisunit,wewillbeginwithClassificationPatternandListingPattern.ReadingSkillFocus

ClassificationParagraphThispatternoforganizationisusedtogrouporcategorizeinformation.Thewriterattemptstoanalyzewhereevents,ideas,orfactsfitinwithotherevents,ideas,orfacts.InthepassageofClassification,itisimportanttorecognizetopicsentencesandsignalwords,whichareveryhelpfulforreaderstounderstandandremembertheinformation.HerearesomesignalwordsoftenusedinClassification:ReadingSkillFocusgroupswayscharacteristicspartsclassesclassificationtypescategoriesfirst,second,thirdkindselements1,2,3…sortsfeaturesa,b,c…ReadingSkillFocus

ListingParagraphInthispattern,paragraphsareorganizedsimplytopresentfacts.Thereisreallynoparticularpatternofarrangementofthedetails.Theyjustintendtoinformthereaderabouttheitemspresented.Therefore,inthistypeofparagraphsorwritings,thedetailsmaybemoreimportantthanthemainidea.HerearesomesignalwordsforListing:firstonemoreoversecondanotherthenthirdnextfinallyOnmanyoccasions,therearenosignalwordsintheparagraphbutnumbers,lettersorsigns.ReadingSkillFocusA．GuidedPracticeSample1Softdrinkscanbeclassifiedintothreecategories:colaflavored,fruitflavored,andcitrusflavored.Thecolas,likeCokeandPepsi,arethefavoriteamongrealconnoisseurs.Thereisnothing,theywouldsay,likeacolatopickoneuporrefreshoneonahotday.Thefruitflavoreddrinksareforthosewithasweettoothbecausetheyarealmosttoosweet.Thestrawberryorgrapeflavorisfrequentlyoverwhelmedbysugar,andtomanypeoplethesedrinksseemsyrupy.ReadingSkillFocusThecitrusflavoredcolas,likeSpriteand7-Up,areforpeoplewholikeatangydrinkastheseseemtobeaparadoxicalmixtureofsweetandtart.Also,thesedrinksaregoodformixingwithotherstrongerbeverages.Thesetypesofsoftdrinksoffersatisfactionforeverytypeoftastebuds.該段落將軟飲料(softdrink)分為三類(lèi):（1）colaflavored;（2）fruitflavored;（3）citrusflavoredcolas，并對(duì)各種飲料的特點(diǎn)分別進(jìn)行了解釋。從第一句話的標(biāo)志詞classified和categories可以看出本段是分類(lèi)式段落。雖然在后面文中沒(méi)有給出明顯的標(biāo)志詞，但是作者列出的軟飲料的種類(lèi)及其解釋是很明顯的。ReadingSkillFocusSample2

Accordingtothepowertheprincipal(委托人)hasauthorized(授權(quán))toasellingagent(銷(xiāo)售代理),theagentmayjustintroducethepotentialcustomertotheprincipaloractuallynegotiateandmakethecontractbetweenthetwoparties.Theyhavethefollowingcharacteristics:ReadingSkillFocusAnagentcanonlyoperatewithinthemarketingareaauthorizedbytheprincipal.(b)Agentsdonotownthegoods.Theyonlysellthegoodsonbehalfoftheprincipal.(c)Theprincipal(exporter)setstheretailprice,possessesandcontrolsthegoods.(d)Theprofitandriskoflossremainswiththeprincipal.(e)Agentsareusuallypaidwithcommission.ReadingSkillFocus本段落用字母作為標(biāo)志詞列舉了銷(xiāo)售代理人的特點(diǎn)：(a)代理人只能在委托人所授權(quán)的代理區(qū)域內(nèi)執(zhí)行代理業(yè)務(wù)；(b)代理人不擁有貨物，他們只是代表委托人銷(xiāo)售貨物；(c)委托人（出口商）決定貨物的零售價(jià)格，擁有并控制貨物；(d)委托人既享有利潤(rùn)又承擔(dān)風(fēng)險(xiǎn)；(e)代理人的報(bào)酬通常為傭金。ReadingSkillFocus

Readthefollowingparagraphsandseeifyoucanfindoutthesignalwordsforclassificationorlisting,andthenfinishtheexercisesthatfollow.1.Eversincehumanshavelivedontheearth,theyhavemadeuseofvariousformsofcommunication.Generally,thisexpressionofthoughtsandfeelingshasbeenintheformoforalspeech.Whenthereisalanguagebarrier,communicationisaccomplishedthroughsignlanguageinwhichmotionsstandforletters,wordsandideas.B．Let’sTryReadingSkillFocusTouristsandthepeopleunabletohearorspeakhavetoresorttothisformofexpression.Manyofthesesymbolsofwholewordsareveryvividandexactandcanbeusedinternationally;spelling,however,cannot.Bodylanguagetransmitsideasorthoughtsbycertainactions,eitherintentionallyorunintentionally.Anodsignifiesapproval,whileshakingtheheadindicatesanegativereaction.Otherformsofnonlinguisticlanguagecanbefoundinsignaltags,Morsecode,andpicturesigns.ReadingSkillFocusFilloutthetableaccordingtotheaboveparagraph.FormsofCommunication1234oralspeechsignlanguagebodylanguagenonlinguisticlanguageReadingSkillFocus

ScottOber,ofBallStateUniversity,theauthorofContemporaryBusinessCommunications,dividesinformativepresentationsintotwodistinctcategories—reportingandexplaining.Hesaysthatthereportingpresentationbringstheaudienceuptodateonprojectsorevents,tellinghowthingsaregoing.Thesesituationsmightincludeshareholdersmeetings,executivebriefings,ororalsalesreports.Theexplanatorypresentationprovidesinformationaboutproductsandprocedures,rulesandregulations,operations,andothernecessarydata.ReadingSkillFocusListandexplainthetwotypesofinformativepresentations.Reportingpresentation:bringstheaudienceuptodateonprojectsorevents,tellinghowthingsaregoing.1.___________________________________________Explanatorypresentation:providesinformationaboutproductsandprocedures,rulesandregulations,operations,andothernecessarydata.2.___________________________________________ReadingSkillFocus3.TheEnglishforAcademic（學(xué)術(shù)性）Purposeprogramhasthefollowingfeatures:?AdvancedstudentsmayattendregularclasseswithAmericanstudents.Theywillreceiveanofficialtranscript(文字記錄)whichliststheircourses.?Credit（學(xué)分）istransferabletootherschools.?Weofferadvisingonacademicmatters,careersanduniversityselection.Advisorshelpstudentswithadmissionapplicationandwritelettersofrecommendation.?StudentsapplyingtoSanDiegoStateUniversity(SDSU)mayreceivespecialconsiderationforadmissionbasedontheirclassperformance.ReadingSkillFocus?ConditionalacceptancetoSDSUorothercollegesanduniversitiesisavailableforstudentswhowishtopursueanAmericandegreeorneedthistoobtainavisa.

Pleasefindoutsomekeywordsforeachpoint..5.classeswithAmericanstudents,officialtranscript_______________________________________credit,transferable_______________________________________advisors,admissionapplication,lettersofrecommendation______________________________________________________________________________SDSUspecialconsideration_______________________________________acceptance,available_______________________________________Therearevariousformsofnon-verbalcommunication.Theterm“bodylanguage”issometimesusedtodescribenon-verbalcommunication;however,non-verbalcommunicationisamuchbroader.Non-verbalcommunicationverbalcommunication.ComprehensiveReadingTextAUnderstandingNon-verbalCommunicationconceptconcept概念，觀念complementsComplementv.補(bǔ)充，補(bǔ)足n.補(bǔ)充物理解非語(yǔ)言交流非語(yǔ)言交流有多種形式?！爸w語(yǔ)言”這一詞匯有時(shí)用來(lái)描述非語(yǔ)言交流，但后者卻是一個(gè)更為寬泛的概念。它對(duì)語(yǔ)言交流起緩和、變更或補(bǔ)充的作用。ComprehensiveReadingThenon-verbalpartofamessagetendstobelessconsciousandoftenrevealsasender’sfeelingsandpreferencesmorespontaneouslyandhonestlythantheverbalpart.Iftheverbalpartdoesnotmatchthenon-verbalcommunication,peopletendtobelievethenon-verbalmessage.信息中的非語(yǔ)言部分往往更為不自覺(jué)，在反映說(shuō)話人的感情和喜愛(ài)方面，它比語(yǔ)言部分更自發(fā)，也更誠(chéng)實(shí)。如果語(yǔ)言部分和非語(yǔ)言部分傳達(dá)的信息有出入，人們一般相信非語(yǔ)言部分所傳達(dá)的信息。ComprehensiveReadingNon-verbalcommunicationcanbebroadlydividedintothefollowing.

Bodymovement.Bodymovementincludesmovementsofthehands,head,feetandlegs,,eyemovements,andfacialexpressions—alltheseaffectthemessage.categoriescategory種類(lèi)，類(lèi)型；范疇postureposture姿態(tài)，姿勢(shì)非語(yǔ)言交流大致上可分為以下幾個(gè)種類(lèi)：肢體動(dòng)作。肢體動(dòng)作包括手、頭、腳、腿的動(dòng)作，姿勢(shì)，眼睛動(dòng)作和面部表情。所有這些都會(huì)影響所傳遞的信息。ComprehensiveReadingSmiles,eyecontactandheadmovementsareamongthemostimportantaspectsofbodymovement.Asalespersonwhodoesnotmakeeyecontactappearstobeandtobeonsomethingotherthanthecustomer.Gestureswithhandandarmmovementscanbeusedbothtoemphasizeandtodemonstratetheverbalmessages.inattentiveinattentive疏忽的；不注意的concentratingconcentrate(on)全神貫注，集中注意力微笑、目光交流和頭部動(dòng)作是肢體運(yùn)動(dòng)最為重要的方面。一個(gè)與客戶沒(méi)有目光交流的銷(xiāo)售員給人的印象是不專(zhuān)心，注意力沒(méi)有集中在客戶身上。用手或手臂動(dòng)作做的手勢(shì)可用于強(qiáng)調(diào)和說(shuō)明。ComprehensiveReading

Voicequalities.Voicequalitiessuchasloudness,emphasis,pitchandspeedareimportantaspectsofnon-verbalcommunicationandcanconveyquitedifferentmeanings.Ifsomeonespeaksveryslowly,itcanbeinterpretedaslackofconfidence.Ontheotherhand,someonewhospeaksveryloudlyisgenerallyseenas.overbearingoverbearing傲慢的，專(zhuān)橫的聲音特點(diǎn)。聲音特點(diǎn)諸如響亮、強(qiáng)調(diào)、音高和語(yǔ)速都是非語(yǔ)言交流的重要方面，且能表達(dá)完全不同的意思。如果一個(gè)人講話非常慢，可以看作是缺乏信心。相反，一個(gè)總是大聲說(shuō)話的人通常會(huì)被看成是盛氣凌人。ComprehensiveReadingAtiredpersonwillspeakmoreslowlythanusual;adisappointedpersonmayspeakwithaflattone,whilethetoneofvoiceofsomeoneexcitedaboutacomingholidaythisexcitement.

Touchingbehavior.,handshaking,holdingorguidingthemovementsofanotherpersonareexamplesoftouchingbehaviorthatcommunicatenon-verbally.reflectsreflect反映；反射Pattingpat輕拍人疲倦時(shí)說(shuō)話通常比往常慢，失望的人會(huì)用一種單調(diào)的語(yǔ)調(diào)，而因即將到來(lái)的假日而興奮的人，所用的語(yǔ)調(diào)也會(huì)反映他的興奮。接觸行為。撫摸、輕拍、握手、握住或帶領(lǐng)他人都是非語(yǔ)言交流的接觸行為的例子。ComprehensiveReadingTouchingcanorsupporttheotherpersonandshowfeelingssuchas,friendliness,ordominance.Ahandshake,forexample,canexpressequalityorfriendliness.Apatonthearmcanconveyorcontrol.

Proximity.Proximitymeansnearness,intermsofphysicalspace.Theuseofspacereflectsthewaypeoplefeelaboutothers.consoleconsole安慰，撫慰，慰問(wèn)affectionaffection愛(ài)，慈愛(ài)，感情intimacyintimacy熟悉；親密觸摸能對(duì)人表示安慰或支持，并顯示出愛(ài)、友好或支配地位。例如握手能表示平等和友好。拍拍肩膀則能表示親密或控制。接近程度。接近程度指的是身體之間的空間距離?？臻g距離反映出人們對(duì)他人的感受。ComprehensiveReadingResearchhasshownthatpeoplespeakingtoacquaintancesorcolleaguesleaveaboutanarm’slengthofspacebetweenthemselvesandtheotherperson.Peoplespeakingtofriendsorfamilycomenearer,leavingabouthalfanarmoranelbow’slength.Peopleinintimaterelationsallowdirectandclosecontactwhenspeakingtoeachother.研究表明，人們?cè)诤褪烊嘶蛲抡f(shuō)話時(shí)，保持大約一個(gè)臂長(zhǎng)的距離。在和朋友或家人說(shuō)話時(shí)，距離要短一些，大約是半個(gè)臂長(zhǎng)或一個(gè)肘的距離。人們和關(guān)系親密的人說(shuō)話時(shí)，允許直接和近距離的接觸。ComprehensiveReading

Artifacts.Artifactsareobjectsusedtoconveynon-verbalmessageaboutself-concept,image,mood,feelingsorstyle.Forexample,perfume,clothes,lipstick,andglassesandreflectthestyleormoodofthewearer.andclothingareimportantandhighlyvisiblepartsofnon-verbalcommunication.hairpinshairpin發(fā)夾Appearanceappearance外表，外觀物件。物件是指那些用于非語(yǔ)言交流的物體，體現(xiàn)自我概念、形象、心情、感情或風(fēng)格。比如香水、服裝、唇膏、眼鏡和發(fā)夾都能體現(xiàn)使用者的心情和風(fēng)格。外表和服裝是非語(yǔ)言交流的最為清楚和重要的部分。ComprehensiveReadingConsiderthedifferencebetweentheclothesyouweartotheandtheclothesyouweartothejobinterview.Thechoiceofclothesreflectsyourattitudetotheoccasionandotherpeoplenoteandplacetheirowninterpretationonyourdress.Evenifyoudecideyouwillnotbotheraboutpersonalappearance,otherswillreadthismessageaspartofyournonverbalcommunication.beachbeach海灘；海濱度假地你可以想想你去海灘和去參加工作面試時(shí)的衣著有什么不同。衣著的選擇反映出你的心情和你對(duì)某一場(chǎng)合的態(tài)度，別人也會(huì)關(guān)注，并對(duì)你的衣著作出自己的理解。即便是你不想為自己的外表費(fèi)心，其他人也會(huì)將此信息作為你非語(yǔ)言交流的一個(gè)部分。ComprehensiveReadingTo,theaccurateinterpretationofnon-verbalmessagescomesfromknowingpeopleandtheirpatternofinterpersonalcommunication,bothverbalandnon-verbal.Whenyouareindoubtaboutthemeaningofnon-verbalbehavior,confirmitwiththesenderandtrynottomake.Thisallowsyouabetterchanceofunderstandingthemessage.sumupsumup總結(jié)assumptionsassumption假定，設(shè)想intendedintended打算中的，預(yù)期的總而言之，對(duì)非語(yǔ)言交流的準(zhǔn)確理解來(lái)自對(duì)人及其人際交流方式（包括語(yǔ)言和非語(yǔ)言的）的了解。當(dāng)你對(duì)非語(yǔ)言行為的意思存有疑惑時(shí)，應(yīng)向當(dāng)事人確認(rèn)，而不要試圖去假設(shè)或判斷。這會(huì)讓你有更大的理解空間，有更好的機(jī)會(huì)去理解預(yù)期的信息。ComprehensiveReadingTask1Attheverybeginningofthisunit,you’velearnedcommonpatternsusedinbuildingparagraph.ReadTextAandseehowtheauthorcategorizesnon-verbalcommunication,andfillinthefollowingtable.CategoriesofNon-verbalCommunication1

2345Bodymovement.Voicequalities.Touchingbehavior.Proximity.Artifacts.Theword“spontaneously”(Para.1,Line6)mostprobablymeans.A.atthesametimeB.self-generatedC.promptlyD.intimatelyB

______Task2ChoosethebestanswerforeachofthefollowingquestionsaccordingtoTextA.ComprehensiveReading2.Whichofthefollowingstatementsistrue?A.Non-verbalcommunicationequalstobodylanguage.B.Bodylanguageischangeableanddeceptive.C.Non-verbalmessagesrevealaspeakers’feelingsmoretrulythanwords.D.Peopletendtobelievewhatthespeakersayswhenhis/herwordsdoesnotmatchhis/herbodylanguage.C

______ComprehensiveReading3.Non-verbalcommunicationincludesthefollowingexcept.A.voicepitchB.touchC.proximityD.self-conceptD

______4.Theword“proximity”(Para.6,Line1)mostprobablymeans.

A.thestateofbeingnearinspaceB.closenessC.intimacyD.proximatedistanceA

______ComprehensiveReading5.Peoplemaintainthesmallestspacewhentheyspeakto.A.strangersB.acquaintancesandcolleaguesC.friendsandfamilymembersD.intimatesD

______ComprehensiveReading6.Ifyouwanttoconveyapositivemessagethroughnon-verbalcommunication,youshould.A.avoidmakingeyecontactB.speakloudlywithaflattoneC.stayveryclosewithbusinessassociatewhentalkingwiththemD.dressappropriatelyD

______ComprehensiveReadingComprehensiveReadingTask3WordFormationLearning—Prefix&Suffix(1)ThefollowingaffixescanbefoundinTextA.AffixesMeaningExamplesOver-(innouns,verbs,adjectivesandadverbs)morethanusual,toomuch太，過(guò)于overcooked,overproduction,overload,over-optimisticComprehensiveReadingAffixesMeaningExamplesinter-(inverbs,nouns,adjectivesandadverbs)between,formonetoanother在……之間，相互interconnect,international,inter-cultural,interaction-ness(innouns)thequalitystateorcharacterof...……的狀態(tài)/性質(zhì)/程度competitiveness,openness,happiness,awarenessComprehensiveReadingNow,readTextAcarefully,locatethewordsinthetextthatcontainoneoftheabove-mentionedaffixes,andtellthepartofspeechandthemeaningofeachword.1.over-(Para.4,Line5)overbearing________________2.inter-(Para.8,Line2)interpersonal________________3.-ness(Para.4,Line1)(Para.5,Line4)(Para.6,Line1)ComprehensiveReadingloudness________________friendliness________________nearness________________ComprehensiveReadingTask4Completethefollowingsentenceswiththecorrectformofthewordsinbrackets.She’son

termswithpeoplein

government.(intimacy)2.Shehasachildlikeenthusiasmand

.

(direct)3.Therehasbeenan

oncontentrather

thanmethodology.(emphasis)intimate________________directness________________overemphasis________________ComprehensiveReading4.ThePrimeMinisterthattherearenoplanstoraisetaxes.(emphasis)5.Customerswantcompaniesthataretotheirneeds.(inattentive)6.Hisspeechwasanaccurateofthepublicmood.(reflect)7.Thiswillincreasepublicofthepollutionissue.(conscious)emphasized________________attentive____________reflection________________consciousness________________ComprehensiveReading8.Itwasthatledtohisfailure.(overconfidence)9.Stressandtirednessoftenresultinalackof.(concentrate)10.Ourshowrooms,situatedinthebusinesscenter,offeradmirablefacilitiesfordisplayand.(demonstrate)overconfidence_________________concentration_____________demonstration________________ComprehensiveReadingTask5Fillintheblankswiththeexpressionsgivenbelow.Changetheformwherenecessary.ArtifactvisiblecomplementappearanceconfirmcategoryattitudeassumptionaccuratesumupYoushouldwearsomethinglight-coloredwhenyou’re

cyclingatnightsothatyou’re

more

.2.Therearethree

ofaccommodation—

standard,executiveanddeluxe.visible

_____________categories

_____________ComprehensiveReading3.Thegreengrassandredflowersinthegardeneachotherandformabeautifulscene.4.Iwanttoagainthetimefortheface-to-faceinterviewtomorrow.5.Themuseum’plement

______________confirm

____________artifacts

____________ArtifactvisiblecomplementappearanceconfirmcategoryattitudeassumptionaccuratesumupComprehensiveReading6.Weareworkingonthethattheconferencewilltakeplaceasplanned.7.Inyourfinalparagraph,yourargument.8.Youcanchangethewholeofaroomjustbylightingitinacertainway.assumption

______________sumup

____________appearance

____________ArtifactvisiblecomplementappearanceconfirmcategoryattitudeassumptionaccuratesumupComprehensiveReading9.Hehasaverybadtowardswork.10.Wehopetobecomemoreinpredictingearthquakes.attitude

_______________accurate

____________ArtifactvisiblecomplementappearanceconfirmcategoryattitudeassumptionaccuratesumupComprehensiveReadingTextBListeningSkillsItissoeasytosay“Beagoodlistener”butitissohardtodo.Thereisnodoubtthatgoodlistenerswillmaintaingoodrelationswithclients.Everyoneappreciatessomeonewholistenswithintelligenceand.Unfortunately,weallhaveatendencytohearonlywhatwewanttohearandtooutinformationthatweregardasunimportant.sensitivitysensitivity敏感；多愁善感filterfilter過(guò)濾，濾出傾聽(tīng)的技巧“做好的傾聽(tīng)者”真是說(shuō)起來(lái)容易做起來(lái)難。毫無(wú)疑問(wèn)，善于傾聽(tīng)的人能與客戶保持良好關(guān)系。每個(gè)人都喜歡能用心智和敏銳來(lái)傾聽(tīng)的人。不幸的是，我們都有一種傾向，即只想聽(tīng)我們喜歡聽(tīng)的話，并且濾除我們自認(rèn)為不重要的信息。ComprehensiveReadingOftentheso-called“unimportant”informationcanbevitalforfullyunderstandingaclient’sneeds.Mostofusarenotverygoodlisteners.Wetendtohateleavingsilencesinaconversationandwetendtoseeallconversationsasdialogues,discussions,and.argumentsargument爭(zhēng)執(zhí)；理由，論證經(jīng)常是那些所謂“不重要”的信息可能對(duì)于充分了解客戶需求至關(guān)重要。我們大多數(shù)人不是很好的傾聽(tīng)者。我們傾向于不愿意看到在對(duì)話時(shí)出現(xiàn)沉默，而且還傾向于將所有談話看成是一來(lái)一往的對(duì)話、討論和爭(zhēng)論。ComprehensiveReadingIfyoudisciplineyourselfanddecidethatyouwilljustlisten,youwillfindthatmostpeoplewillopenupandofferpiecesofinformationthattheywouldneverhaverevealedinanormaldiscussion.如果你能強(qiáng)制自己只聽(tīng)不說(shuō)，你就會(huì)發(fā)現(xiàn)大多數(shù)人會(huì)敞開(kāi)心扉，講出他們?cè)谡Ｓ懻撉闆r下絕不會(huì)講的話。ComprehensiveReadingItisalsoimportantthatyouthinkoflisteningasanactive,notapassiveprocess.Listeninginvolvesthewholebody.Yourbodylanguageandeyecontactarevitalofgoodlistening.Itgoeswithoutsayingthatgoodlisteningmakesaclientfeelasthoughyouaregenuinelyinterestedinthemandtheirneedsorproblems,anditalsomakesthemfeelgoodaboutthemselves.elementselement要素；元素同樣重要的是，你得把傾聽(tīng)看成是一個(gè)積極的，而不是消極的過(guò)程。傾聽(tīng)涉及整個(gè)身體。你的肢體語(yǔ)言和目光交流對(duì)于成功的傾聽(tīng)極為重要。毫無(wú)疑問(wèn)，傾聽(tīng)能讓客戶感到你對(duì)他們以及他們的需求或問(wèn)題真正地感興趣，同時(shí)傾聽(tīng)也能讓他們自我感覺(jué)良好。ComprehensiveReadingWhilethereisnowaytodevelopgoodlisteningskillswhenyouarewithaclient,herearesomebasicguidelines.

Eyecontact.Makingeyecontactwithaclientisaverydirectformoflistening.Ifyoumaintaineyecontact,youcantellwhethertheotherpersonisagreeingwithyouornot.magicalmagical魔術(shù)的，魔法的雖然沒(méi)有神奇的方法可以讓你在與客戶相處時(shí)具有良好的傾聽(tīng)技能，以下是一些基本的準(zhǔn)則。目光交流。與客戶進(jìn)行目光交流是傾聽(tīng)的一種非常直接的形式。如果你進(jìn)行目光交流，你就知道對(duì)方是否同意你的意見(jiàn)。ComprehensiveReadingPractiseusing.Itisworthrememberingthatwecanspeakat120wordsperminute,butourthinkingprocessesarealmostseventimesfasterthanourspeech.

Bequietandlisten.Thetendencytotalkoverpeopleistoocommon.Ifyoutendtotalkalotyoushouldpractisebeingquietandlistening.Itisanessentialskillifyouwanttomakeafavorableimpressiononaclient.feedbackfeedback反饋練習(xí)使用反饋。值得記住的是，我們每分鐘可以說(shuō)120個(gè)詞，但我們的思維過(guò)程在速度上是說(shuō)話的8倍。靜下來(lái)傾聽(tīng)。想說(shuō)服或講贏他人的傾向?qū)嵲谶^(guò)于普遍。如果你傾向于滔滔不絕地講，你得練習(xí)靜下來(lái)傾聽(tīng)。這是一項(xiàng)能讓你給客戶留下好印象的基本技能。ComprehensiveReading

Openyourmind.Mostofushearwhatwewanttohear.Itisagreatskilltobeabletoopenyourmindandcarefullylistentowhattheotherpersonissaying.Rememberthatyou,asdoallhumanbeings,haveand.Trytoovercomethemandlistentowhatpeoplesayratherthanmodifyingwhattheysaybecauseyouareprejudicedagainstthem.prejudicesprejudice偏見(jiàn)，歧視biasesbias偏見(jiàn)，成見(jiàn)；傾向敞開(kāi)心扉。我們大多數(shù)人都只是聽(tīng)我們愛(ài)聽(tīng)的話。能夠敞開(kāi)心扉，認(rèn)真傾聽(tīng)他人所說(shuō)是一項(xiàng)了不起的技能。記住，與所有的人一樣，你也會(huì)有偏見(jiàn)和偏向。盡量克服它們，傾聽(tīng)他人所說(shuō)，而不要因?yàn)槟銓?duì)他們有偏見(jiàn)就將他們的話打折扣。ComprehensiveReading

Practiseactivelistening.Acceptthefeelingofthepersonyouarespeakingto(theymaybepayingacomplimentormakinga)withoutpassingjudgmentonthem.Activelyclarifywhattheyaresayingbyaskingquestions.Askyourself“Whatistheclientfeeling?”and“WhatfactsdoIneedtoconfirm?”complaintcomplaint抱怨，投訴積極傾聽(tīng)。接受對(duì)方的情感（他們可能在恭維或抱怨），不要作判斷。通過(guò)提問(wèn)積極地澄清他們所說(shuō)的話。問(wèn)自己：“客戶是什么感覺(jué)？”以及“哪些事實(shí)我需要確認(rèn)？”ComprehensiveReadingRemaincalmandincontrol.Agoodlistenerisonewhoisnotruledbytheirown.Thechallengeinclientistoremainunaffectedbycommentsandandlistencalmly.Good,activelisteningisaboutemotions,andthesubtletiesofnon-verbalcommunication.Goodlisteninghearsthefeelingsthatliebehindthewords.emotionsemotion感情，情感interactioninteraction交流；互相影響criticismscriticism批評(píng)，評(píng)論perceptionsperception認(rèn)識(shí)，觀念；覺(jué)察保持冷靜和鎮(zhèn)定。好的傾聽(tīng)者不為感情所左右。與客戶打交道的挑戰(zhàn)是不管聽(tīng)到什么評(píng)論或批評(píng)都能不動(dòng)感情，冷靜傾聽(tīng)。良好、積極的傾聽(tīng)涉及感情、感悟和非語(yǔ)言交流的種種微妙之處。好的傾聽(tīng)能聽(tīng)到藏在語(yǔ)言背后的情感。ComprehensiveReadingTask6ReadTextBandseehowtheauthorliststheaspectsofdevelopinglisteningskills,andfillinthefollowingtable.WaysofDevelopingListeningSkills123456Eyecontact.Practiseusingfeedback.Bequietandlisten.Openyourmind.Practiseactivelistening.Remaincalmandincontrol.ComprehensiveReadingTake7DecidewhetherthefollowingstatementsareTrueorFalse.

Peopletendtoignoreinformationtheyassume

unimportantandonlytakeinthe

messagetheywant.2.Peopletendtofeelembarrassedifthereissilence

duringaconversation.3.Ifyouwilllisten,youmaygetmuchmorefromlistening

thanspeaking.F

______T

______T

______ComprehensiveReading4.Listeningshouldbeanactiveprocessandthebodylanguagealsocontributesalotineffectivecommunication.5.Makingeyecontactgivestoomuchinformationandisimpolite.6.Feedbackisimportantinlisteningbecauseourthinkingprocessesareslowerthanourspeech.T

______F

______F

______ComprehensiveReading7.Peoplewhoalwaystalkalotcanmakeagoodimpressiononaclient.8.Peopleshouldtrytounderstandwhatothersarereallysayingwithoutmakingjudgmentsonthebasisofprejudices.9.Anactivelistenershouldjudgeotherquicklywhilelistening.10.Activelisteninginvolvesnotonlybodylanguagebutalsoperceptionsandemotions.F

______T

______F

______T

______ComprehensiveReadingTake8Completethefollowingsentenceswiththecorrectformofthewordsinbrackets.1.Maybetheearthhasbeenvisitedbycreaturesfromouterspace.(intelligence)2.Theywereabouthowtospendthemoney.(argument)3.Ourproductscomparewithalltheleadingbrands.(favorable)intelligent

______________arguing

______________favorably

______________ComprehensiveReading4.Throughouthercareersheremainedve