123Part1PracticalListening&Speaking4Part2BusinessSpeakingPart3ListeningPracticePart4FunListeningUnitGoalsGettingpastthesecretaryonthephoneAnsweringclients’questionsonthephoneUnderstandingtelephonemannersIdentifyingsomeimportantabbreviationsAnsweringclients’questionsonthephoneTakingtelephonemessagesPart1AWordstudyWorkwithyourpartnertofillintheblanksusingthewordsontheleft.Listenandcheckyouranswers,andthenfollowtherecording.Youristoohigh.Howabout＄500permachine?(2)Ifwebuy40machines,howlargeisyour?(3)Wecan’tsupplyatthemoment.(4)Doyouhavea7-day?Imean,ifthegoodsarepoorinquality,canwereturnthemtoyouwithin7days?(5)Theisveryimportant.Weneedtohaveyourpeoplelookatourmachinesintimeiftheyarebrokendown.retailprice__________discount________fromstock__________backguarantee_____________on-sitemaintenance__________________officestationerymarketleaderPersonalAssistantcontactlatestmodelretailpricediscountfromstockoutofstockAWordstudy(6)Thegoodsareatthemoment.(7)I’mafraidyouristooshort.Canyoumakeit3years?(8)Pleasefeelfreetomeanytime.(9)Couldyouthegoodstousassoonaspossible?Wecan’twait.warrantyperiod______________outofstock__________contact_______deliver_______officestationerymarketleaderPersonalAssistantcontactlatestmodelretailpricediscountfromstockoutofstockAWordstudy(10)Weareshortof.Canwebuysomenow?(11)IworkasthetoMr.Jackson,ourGeneralManager.(12)Weareaintheofficefurniturebusiness.(13)Thisisour.It’sverypopularwithourcustomers.PersonalAssistant________________officestationery______________deliverwarrantyperiodon-sitemaintenancemoney-backguarantee

marketleader____________latestmodel___________BFunctionallisteningTaskOne(Gettingpastthesecretaryonthephone):Listentotherecordingandfillintheblanks.Joy:Goodmorning.THTCorporation.Don:Goodmorning.ThisisDonBarrycallingfromPLPOfficeStationery.(1)PurchasingManager,please?Joy:CouldIaskwhatit’sabout?Don:(2)PurchasingManageraboutthepossibilityofprovidingourofficestationeryforyou.Weareamarketleaderinthisfield.CouldIspeaktothe_________________I’dliketotalktothe__________________BFunctionallisteningJoy:Yes,Isee.Heisnotavailablejustnow.Don:Couldyou(3)?Joy:He’sverybusyforthenextfewdays.Don:Wouldyoumindaskinghimtocallmeback?Joy:Sorry.Idon’tthinkIcoulddothat.He’sverybusyrightnow.Don:DoyouthinkIcouldspeaktosomeoneelse?Joy:(4).Icandealwithhiscalls.Don:IsitallrightifIcallhimtomorrow?Joy:I’msorryhewon’tbefreetomorrow.MayIsuggestthatyou(5)andthenwe’llcontactyou?tellmewhenIcanreachhim_________________________YouarespeakingtohisPersonalAssistant_____________________________________sendusyourcataloguefirst________________________BFunctionallisteningDon:Yes,that’sverykindofyou.Ihaveyouraddress.Joy:Right,Mr.Barry.Welookforwardtohearingfromyou.Don:Thankyou.Goodbye. Joy:Bye.BFunctionallistening(1)TheretailpriceofModel679is.(2)Theman’scompanycansupplythegoods.(3)Theman’scompanycandeliverthegoodstothewoman’scompanywithin.(4)Thewarrantyperiodofthismodelis.Theman’scompanycanalsoprovidemaintenanceservice.TaskTwo(Answeringclients’questionsonthephone):Listentothetelephoneconversationandcompletethefollowingnotesusingoneortwowordsfromtherecording.RMB2,015__________fromstock__________oneweek________threeyears__________on-site______ScriptScriptIvy:CouldIspeaktoGuyDobson,please?Guy:GuyDobsonspeaking.HowmayIhelpyou?Ivy:ThisisIvyMartenfromBMQ.Ireadyourcatalogue.CouldIaskyouafewquestionsaboutModel679?Guy:Certainly.Whatwouldyouliketoknow?Ivy:Isityourlatestmodel?Andhowmuchdoesitcost?Guy:Yes,itis.TheretailpriceisRMB2,015.Ivy:OK.Ifwebuy50machines,whatisyourlargestdiscount?Guy:Wecouldofferyoua20%discount.Ivy:OK.Canyousupplyfromstock?Guy:Yes,Ithinkso.Ivy:Howfastcanyoudeliverthegoodstous?Guy:Wecandeliverthegoodstoyourcompanywithinoneweek.Ivy：

Howlongisyourwarrantyperiod?Guy:Ourwarrantyperiodisthreeyears.Ivy:Doyouprovideon-sitemaintenanceservice?Guy:Yes.Ourengineerscanarriveatyourcompanywithin24hoursafteryourcall.Ivy:Doyouhavea7-daymoney-backguarantee?Guy:Sorry.I’mafraidwedon’thavetheguarantee,butwecanletyoutryusingoursampleforoneweek.CLanguagecheckM:ThisisJohnJohnsoncallingfromPRK.CouldIspeaktotheFinanceManager,please?F:CouldIask(1)it’sabout?Workwithyourpartnertocompletethefollowingconversations,andthenlistenandcheckyouranswers.what____TaskOne:GettingpastthesecretaryonthephoneIntroducingyourselfandaskingtospeaktosomebodyCLanguagecheckM:I’dliketospeaktotheFinanceManageraboutthepossibilityof(2)ourofficefurnitureforyou.Weareamarketleaderinthisfield.F:OK,Isee.Heisnotavailablejustnow.providing_________StatingthepurposeAskingwhenyoucangetholdofhimM:(3)tellmewhenIcanreachhim?F:He’sverybusyforthenextfewdays.Couldyou_________CLanguagecheckM:(4)askinghimtocallmeback?F:Sorry.Idon’tthinkIcoulddothat.He’sverybusy.Wouldyoumind_______________AskinghimtocallyoubackAskingtospeaktosomeoneelseM:Do(5)Icouldspeaktosomeoneelse?F:I’mafraidnot.Icandealwithhiscalls.youthink________AskingtocallinthenearfutureM:Is(6)ifIcallhimtomorrow?F:I’mafraidyoucan’t.He’sreallybusythesedays.italright________CLanguagecheckM:CouldIsendyouourcatalogue?F:OK.AskingtosendyourcatalogueCLanguagecheckM:How(1)doesitcost?F:OurretailpriceisRMB1,300.M:Ifwebuy30,what’syour(2)?F:Wecanallowyoua25%discount.AnsweringquestionsaboutpricesanddiscountsTaskTwo:Answeringclients’questionsonthephonemuch_____largestdiscount______________AnsweringquestionsaboutthestockanddeliveryM:Canyou(3)itstock?F:I’msorry.It’soutofstocknow.M:Thenwhencanyoumake(4)?F:Itwilltakeonemonthtoproducetheproduct.Wecandeliverthegoodstoyouin45days.supply______from_____thedelivery___________CLanguagecheckM:What’syour(5)?F:Ourwarrantyperiodis6months.M:Doyouhavea7-day(6)guarantee?F:Sorry.I’mafraidwedon’thavethatguarantee.Answeringquestionsaboutthewarrantyperiodandotherguaranteewarrantyperiod______________money-back___________AnsweringquestionsaboutmaintenanceserviceM:Doyouprovide(7)maintenanceservice?F:Yes,weprovideon-sitemaintenanceservicefreeofchargewithinthe(8).Ourengineerscanarriveatyourcompanywithin24hoursafteryourcall.warrantyperiod______________on-site______DControlledpracticeYouareabuyer.Yourpartnerisaseller.Workwithhimorhertomakeadialoguebasedonthefollowingflowchart.Listentotherecordingofamodelanswer,andthenfollowit.YOUAskfortheretailprice.Askforadiscount.Askforthelargestdiscounton10,000units.Askaboutthedeliverydate.Askaboutthewarrantyperiod.YOURPARTNEROffer＄542.Saythediscountdependsonthesizeoforder.Offer25%.Say60days.Say6months.ScriptScriptM:What’syourretailprice?F:Ourretailpriceis＄542.M:Canyouofferusadiscount?F:Yes,ofcourse,butourdiscountdependsonthesizeofyourorder.M:Ifwebuy10,000,what’syourlargestdiscount?F:Wecanallowyoua25%discount.M:OK.Whencanyoumakethedelivery?F:Ifyouordernow,wecandeliverthegoodstoyouin60days.M:Howlongisyourwarrantyperiod?F:Ourwarrantyperiodis6months.EBusinesscultureWorkwithyourpartnertoanswerthefollowingquestions.ThenlistentoJustinComfortandAnneHeatontalkabouttheirtelephoningexperiencesinChina,andfillintheblanks.(1)Whatwouldyoudoifyourmobilephoneranginyourmeetingwithaclient?(2)Whenyouarehavinganimportantmeeting,doyouthinkitisnecessarytoswitchoffyourmobilephoneorputittovibration(震動(dòng))?(3)Haveyoueverreceivedawrongcall?Howdidyouhandleit?Ifyoudialawrongnumber,whatwillyousaytothecalledparty?EBusinesscultureTelephoningManners

JustinComfort:“Iwashavingaone-to-onewithMr.ChongPing,oneofmyChineseclients.Whenwewerehavingadiscussion,Mr.Chong’smobilephonerang.Hestoodupandhadatalk(2),leavingmealone.Afterhisphonecall,hedidn’tsayanything,andwe(3)ourdiscussion.However,afterashortwhile,Mr.Chong’scellphonerangagain.Thistime,Isaid(4),‘Couldwefinishourbusinessfirst?’Mr.Chongcouldnotbut(5)hishead,sayingyes.Justbeforetheendofthetalk,Mr.Chong’s(6)camein,tellinghimthattherewasanimportantphonecallforhim.Iwas(7).”communication______________onthephone____________continued_________politely_______nod____secretary________annoyed________

AnneHeaton:“Oneday,whenIwasansweringaphonecall,Iheardaloudvoiceontheotherend(8),‘Wei?Wei?’Sincethepeoplewho(9)callmeusuallysay,‘Hello?’Iknewthatthiscallerhaddialedawrongnumber.Iwashesitant(猶豫的)in(10)tothevoice,(11)thecallertospeaklouderandstronger.‘Duibuqi,nidacuole.(I’mafraidyouhavedialedthewrongnumber.)’Ifinallysaid,hopinghewould(12).Soon,hewasaskingmewhoIwas,myphonenumber,joband(13)salary.Icouldn’tbelievehewasaskingsomany(14)questions.Evenworse,Ikeptonansweringeachquestion.Imusthave(15)thatifIansweredjustonemorequestion,hewouldstopasking.Butwitheachquestionanswered,he(16)askingquestions.‘Dacuole!(Wrongnumber)’FinallyIshoutedbackandhungup.”shouting________often_____responding__________politely_______hangup_______thought_______kept____monthly_______personal________APairworkTaskOne:Workwithyourpartnertomatchthesentencesontheleftwiththesimilarsentencesontheright.ThenStudentAsaysthesentencesontheleft,andStudentBshouldtrytorespondwithsimilarsentenceswithoutlookingatthebook.Afterthepractice,changeroles.Part2I’mafraidthegoodsareoutofstock.(2)Heisnotavailablejustnow.(3)Wouldyoumindaskinghimtocallmeback?(4)IsitOKifIcallhimtomorrow?(5)MayIsuggestthatyousendusyourcataloguefirst?(6)What’syourlargestdiscount?(7)Howfastcanyoudeliverthegoodstous?(8)Canyousupplyfromstock?(9)Howlongisyourwarrantyperiod?A.Couldyouaskhimtocallmeback?B.IsitallrightifIcallhimtomorrow?C.Couldyousendusyourcataloguefirst?D.I’mafraidwecan’tsupplyfromstock.E.Howlargeisyourdiscount?F.Heisbusyatthemoment.G.What’syourwarrantyperiod?H.Whencanyoumakethedelivery?I.Doyouhavethegoodsinstock?(1)—D;(2)—F;(3)—A;(4)—B;(5)—C;(6)—E;(7)—H;(8)—I;(9)—GTaskTwo:ChoosethemostappropriateresponsebytickingA,BorC.Thenpracticethedialogues.(1)CanItakeamessage?(2)ThereasonIcallediswe’re

havingsomeproblemswith

yourproduct.(3)Sothat’sfixed—Fridayat11o’clock.A.I’dliketoleaveamessage.B.Yes,couldyouaskhimtocallmeback?C.Askhimtogivemearing.A.Idon’tbelieveit.B.Really?Thatsurprisesme.C.Idon’tmind.A.I’mafraidthat’soutofthequestion.B.Right,Ilookforwardtoseeingyouthen.C.Goodbye.(1)—B;(2)—B;(3)—BTaskOne:Role-playatelephoneconversationaccordingtothefollowingsituations.Afterthepractice,changeroles.InformationforyouUseyourownname.BRoleplayYouworkintheSalesDepartmentofABCComputing.Itisyourjobtodealwithcustomerenquiries.Answerthephoneandnotedownthecaller’snameandaddressandwhatinformationheorshewants.InformationforyourpartnerThisisyourbusinesscard.InformationforyouUseyourownname.BRoleplayKLASYSTEMSJohnMartinPOBox45,CoralGables,RE43435YouwantsomeinformationabouttheVari-Xline.PhoneABCComputingandaskthemtosendyouabrochure.(1)I’dlikeyoutosendmeacatalogue.Ifyoucanfaxthis,thatwouldbefine.Sendcataloguebyfax.(2)Couldyougetsomeonetopickmeupattheairport?Myplanegetsinathalfpastten.Sendcataloguebyfax.(3)CanyoubookahotelroomformefromJuly7to12,ifpossibleattheHolidayInn?BookhotelfromJuly712,HolidayInn.(4)Foryourinformation,thepriceofyourhotelroomincludesabreakfast.FaxagreementASAP.(5)Canyoufaxmeacopyofthe

agreementassoonaspossible,

please?FaxagreementASAP.(6)CouldyoupleasealsosendmeanyinformationyouhaveonthemeetingwehadinJuly?SendinformationonmeetinginJuly.(7)Myphonenumberis4672455667,andtheextensionnumberis233.Call467-2455667-233.AListeningfocusTaskOne:Youwillhearthenamesofabbreviationsofworld-famouscompanies.Listencarefullyandwritedownthefullnamesnexttotheabbreviations.Part3Abbreviations1.COCA-COLA2.MICROSOFT3.IBM4.GE5.INTEL6.NOKIACoca-ColaCompany___________________MicrosoftCorporation___________________InternationalBusinessMachinesCorporation________________________________________GeneralElectronicCompany__________________________IntelCorporation_______________NokiaCorporation________________TaskTwo:Youwillhear20abbreviationsfrombusinessEnglish.Listencarefullyandwritethemdownintheleftcolumn.Thenmatchthemwiththephrasesintherightcolumn. 1.Corp. A.assoonaspossible 2.re. B.withreferenceto,regarding 3.BS,B/S C.deliveryorder 4.D/O D.enclosure(s) 5.B2B E.InformationTechnology 6.enc(s). F.valueaddedtax 7.CAD G.GrossDomesticProduct 8.CPU H.MasterofBusinessAdministration 9.CEO I.PersonalDigitalAssistantJ___B___O___C___S___D___R___L___T___AListeningfocus 10.ASAP J.Corporation 11.Ltd. K.ResearchandDesign 12.GDP L.CentralProcessUnit 13.IP M.MultimediaMessagingService 14.ISO N.InternationalStandardizationOrganization 15.IT O.balancesheet 16.MBA P.limited 17.PDA Q.InternetProtocol 18.VAT R.ComputerAidedDesign 19.MMS S.BusinesstoBusiness 20.R＆D T.ChiefExecutiveOfficerA___P___G___Q___N___E___H___I___F___M___K___AListeningfocusBDictationTaskOne:Listentotheshortpassagetwiceandfillintheblankswiththemissingwordsorsentence.ifsomeonecallsyouathomeorcatchesyouinthemiddleof(7),itisfinetooffertocallhim/herback.Youcansay,forexample,“I’msorry,butIwasjustabouttorunoutofthedoor.(8)?”somethingurgent_______________CanIcallyouwhenIgetback___________________________BDictationAnsweringphonecallsTherearetimeswhenthephonecalls(orthepeopleontheline)canbetoo(1).Beingpolitedoesn’tmeanyouhaveto(2)yourowntimeordropwhateveryouaredoing.Ifyouare(3)oransweringsomeoneelse’sphone,itisyourresponsibilitytobeas(4)andhelpfulaspossible,including(5).(Youshouldn’tbeansweringsomeoneelse’sphoneifyouaren’tgoingtotakethetimeto(6).)However,demanding__________sacrifice_______atajob_______polite_____takingmessages_______________helpout_______TaskTwo:You’regoingtohearfivesentences.Repeateachsentenceyouhear.Thenlistenagainandwritedowneachsentence.Checkyouranswerwhenyoulistenforthethirdtime.Anneisontheline.Shewantstotalktoyou.(1)_________________________________DoyouknowwhattimeIcanreachhim?(2)_________________________________Ifyouleaveyournameandnumber,I’llhaveMr.Chencallyoubackassoonashe’savailable.(3)______________________________________________________________________PleaseholdonasecondandI’llputyouthrough.(4)____________________________________There’snobodyherebythatname.(5)_________________________BDictationCConversationsTaskOne:Listentotheconversationandchoosethebestanswertoeachquestion.Conversation1(1)Whomadethetelephonecall?A.HenryWilson.B.HenryAndrews.D.RobertWilson.C.RobertAndrews.ScriptCConversationsConversation1(2)WhereisHenryWilson?A.Intheoffice.B.Atthetable.C.Inadepartment.D.Atameeting.(3)WhatisRobert’stelephonenumber?53802986.C.58302896D.53820968.B.53820986.CConversationsConversation1(4)WhencanHenryWilsonprobablygetthemessage?B.Immediately.C.Thedayaftertomorrow.D.WhenhecallsRobert.A.Inaboutanhour.5)Whoisthereceiverofthephonecall?A.She’sHenryWilson’scustomer.C.She’sRobertAndrews’customer.D.She’sRobertAndrews’secretary.B.She’sHenryWilson’ssecretary.TaskTwo:Listentotheconversationagainanddecidewhetherthefollowingstatementsaretrue(T)orfalse(F).CConversationsHenryWilsonanswersthephonecall.(2)ThecallerwaitsforhalfanhourtotalktoHenryWilsononthephone.(3)HenryWilsonworksinthemarketingdepartment.(4)RobertAndrewswillbeonameetinginanhour.(5)ThecallerleavesamessageforHenryWilson.F___F___T___F___T___Conversations2TaskOne:Listentotheconversationandcheck(√)thecorrectpieceofinformation.Theman(1)Yesandmentioned(2)Yes,butnotmentioned(3)Nohasreceivedanewcatalogue.wantstogetasampleofoneoftheproducts.ischarged100dollarsforthesample.givesthewomanhisaddress.willreceiveasamplesentbythewoman.√√√√√ScriptTaskTwo:Listentotheconversationagainandanswerthefollowingquestions.1.Whydoesthemanmakethephonecall?Becausehewantstogetasampleoftheproduct.2.Whatitemonthecatalogueisthemaninterestedin?ThenewZX07soundcard.3.Howcanthemangetafreesampleoftheitemhe’sinterestedin?Heneedstoplaceanorderofahundredpiecesormoretogetafreesample.4.Whydoesthemanwanttogetasample?Becausehewantstoseethesamplebeforeplacinganorder.5.Willthemanhavetopaythesamplechargeifheplacesanorder

ofahundredpieces?No,inthatcasethesamplechargewillbedeductedfromthecostoftheorder.TaskOne:Listentothepassageanddecidewhetherthefollowingstatementsaretrue(T)orfalse(F).DPassageGoodphonemannersareimportantonlyatwork.2.Answeringthephoneinapolitewayisimportanttomakeagoodimpression.3.Offeringtotakeamessagewhenansweringthephoneforsomeoneelseisgoodmanners.4.Toletpeopleknowwhothey’vereachedassoonastheypickupthephonecanmakeapersonsoundpolite.5.Alwaysansweringthephoneinaparticularwaycanmakeothersfeelcomfortable.T___T___T___F___F___ScriptTaskTwo:Listentothepassageagainandcheck(√)thecorrectpieceofinformation.DPassageGoodphonemanners(1)Yesandmentioned(2)Yes,butnotmentioned(3)NoSayingtherightthingsSpeakingloudlyischarged100dollarsforthesample.Lettingothersknowwhothey’vereachedimmediatelyAnsweringthephonewith“Whoisthis?”√√√√√√ScriptMichelle:

Robert:

Michelle:

Robert:

Michelle:

Robert:

Michelle:

Robert:

Michelle:

Robert:

Michelle:

Robert:

Michelle:Hello,you’vereachedthemarketingdepartment.HowcanIhelp?Yes,canIspeaktoHenryWilson,please?I’mafraidhe’satameetingatthemoment.CanIhelp?No,IneedtotalktoHenryWilson,Ithink.Whattimewillhebeoutofthemeeting?Inaboutanhour.Canyoucallbacklater?Okay,I’lldothat.CanItakeamessage?Thatwouldbenice!CouldyoutellhimthatRobertAndrewscalledandthatI’mintheofficealldayifhecouldcallmeback?CanItakeyournumberplease?Yes,it’s53820986.53820986.Okay,I’llmakesurehegetsthemessage.Thanksverymuchforyourhelp.Goodbye!Mypleasure.Goodbye!Script1ScriptJack:

Dorothy:

Jack:

Dorothy:

Jack:

Dorothy: