1、Basic Skills and Techniques for Talking to People in Business Situations The emphasis throughout is on encouraging students to consider and re-evaluate the social functions of English. In business, this is particularly important ,as students may be dealing with all kinds of people in English.Your fi

2、rst impression on them the way you behave functions fundamentally in your career.,Unit 1 Face to face,*,Objectives,This unit deals with communication skills in business world, including skills of greeting, asking questions, and skills about how to build up good relationship.,Focus,Giving your visito

3、rs a good impression Nationalities Talking about your enjoyment about your work,1.1 First Impressions,A Discussion look at the pictures, describe the people and discuss the questions: what impression does each person give? Which person seems the most welcoming?,short _ curly long _ wavy shoulder len

4、gth_ blond hair _ grey brown _ red dark _ black _ dyed _ straight _,_long _large _flat _greek nose _hawk nose,_brown _grey _blue _large _deep-set _dark,eyes,nose,hair,face,_oval _round _square _long _wrinkled _freckled _red cheeked _narrow mouth _thin lips,Describing people,B. Finding more vocabular

5、y of describing people:,hospitable,enthusiastic,polite,talkative,kind, generous,alert, friendly,confident,calm,honest,skillful, sophisticated,helpful,intelligent,nice,optimistic, punctual, practical,amicable,cordial, reliable, etc. indifferent,sleepy,lazy,clumsy,stupid,prejudiced,inefficient,nasty,u

6、nhelpful,off-hand,rude,pessimistic,detached,in-cooperative,self-centered,selfish, conservative, hostile,inactive,tricky, etc.,Introductions and Greetings,Id like to introduce myself. Id like to introduce to . Let me introduce myself. Let me introduce to . May I introduce myself ? May I introduce you

7、 to , Mr. ? Have you two met before? Id like you to meet . Do you know ?,Formal ways of greeting at first meeting: How do you do?,Pleased to meet you. Glad to know you. Nice to meet you.,Informal ways of greeting at first meeting:,Good afternoon! Hello! Hi!,Ways of greeting between acquaintances:,He

8、llo!/Hi! Good afternoon How are you? How is everything (with you)? How are things (with you)? How are you doing/getting on/along?,4) What can you say concerning Small talks? a. Ive been looking forward to meeting you. b. It must be a couple of years since we last met. c. when did you actually arrive

9、? d. Did you have a good journey? e. Can you tell me something about your hometown? f. Do you like playing foot ball? g. What do you think of Guangzhou weather? h. How is your family? i. Do you need any help? j. Where are you staying? k. Is this your first visit to? l. Where do you come from in Arge

10、ntina? m.Whereabout do you come from in? n. How is werther in your city? o. Do you play any sports? p.What do you usually do on weekends? q. What kind of food do you like?,1.2 Its a small world,Nigeria, kenya, south Africa, Egypt, Tunisia, Algeria, Morocco, Ghana, Japan, Korea, China, Indonesia, Cam

11、bodia, Malaysia, Thailand, India, Pakistan, Syria, Saudi Arabia, Kuwait, Lebanon, Egypt, Abu Dhabi, Iraq, Brazil, Argentina, Venezuela, Chile, Peru, Uruguay, Guyana, Colombia, France, Germany, Italy, Holland, Belgium, Luxembourg, UK, Denmark, Ireland, Greece, Spain, Portugal, Austria, Sweden, Finlan

12、d, Malta, Cyprus, Poland, Hungary, Czech, Slovak, Slovenia, Estonia, Latvia, Lithuania, Romania, Bulgaria, Switzerland, Russia, Yugoslavia, Monaco, Iceland, Vatican, Turkey,What is non-verbal communication? What is the proper way of shaking hands with different persons? What does a little humor demo

13、nstrate? What judgments do we make on nonverbal messages?,1.3 What do you enjoy about your work?,A related vocabulary accountant day-to-day tackle a job deadlines finance business development responsibilities generate computer systems trouble-shooting back-up loose cable solve problems hectic be con

14、fronted with problems encounter problems resolve problems hands-on programming applications environment ambitious prospects ledger,Listen to the four people talking about there work.Complete the notes.,1. Ian McShane,Ian McShane is an accountant He is responsible for: day-to-day accounting He enjoys

15、: 1 Different jobs 2 Deadlines 3 Dealing with finance He doesnt enjoy: Being difficult with people to get money out of them.,2. Lesley Trigg,Lesley Trigg is an administrator Her responsibilities are: 1 Correspondence 2 Arranging meetings 3 Organizing travel She enjoys: The people she works with She

16、doesnt enjoy: Not being busy (She has to wait for people to generate work),3. Patrick Verdon,Patrick Verdon is a systems administrator (this is a trouble-shooting kind of job) His responsibilities include: 1 back up of data 2 Installation of machines, operating system and the software product. He en

17、joys the challenge He doesnt enjoy: 1 doing routine back-ups 2 Working late,4. Paul Lockwood,Paul Lockwood is a training officer He provides training courses for customers and agents. He enjoys: 1 Direct contact 2 Direct knowledge 3 Stimulating environment He doesnt enjoy: Not being able to do hands

18、-on programming (He only shows people how to do it),Job Responsibilities,of a personnel staff,of an accountant,of a secretary,deal with relationships between- management and work force- recruit new staff- interview applicants- promote staff- train staff- fire- retire-,-budget -accounting -deal with

19、financial matters,-make/receive telephone calls -make/take notes,minutes,messages -deals with files, correspondence -write memos, reports -work at computer word process -receive guests, visitors -arrange meetings, their venues etc. -make appointments,1.3 What do you enjoy about your work?,of a sales

20、 man,of a research man,of a manager,-marketing promotion -introduce products -demonstrate products -complimentary present -persuade customers -launch campaign -advertisement -bargain about price -offer discount,-design -market research -product research -experiment -technology -packaging -focused cu

21、stomer,-make decision/plan -handle difficult situations -deal with problems and complaints -sign contracts -attend conferences - negotiation -organization,Job Responsibilities,1.4 Its not just what you say?,英美人姓名 英美人姓名的排列是名在前姓在后。如John Wilson譯為約翰維爾遜，John是名，Wilson 是姓。又如Edward Adam Davis譯為愛德華亞當(dāng)戴維斯, Edw

22、ard是教名，Adam是本人名，Davis為姓。也有的人把母姓或與家庭關(guān)系密切者的姓作為第二個名字。在西方，還有人沿襲用父名或父輩名，在名后綴以?。↗unior）或羅馬數(shù)字以示區(qū)別。如John Wilson, Junior, 譯為小約翰維廉，George Smith, , 譯為喬治?史密斯第三。 婦女的姓名，在結(jié)婚前都有自己的姓名，結(jié)婚后一般是自己的名加丈夫的姓。如瑪麗?懷特（Marie White）女士與約翰?戴維斯（John Davis）先生結(jié)婚，婚后女方姓名為瑪麗?戴維斯(Marie Davis)。 書寫時常把名字縮寫為一個字頭，但姓不能縮寫，如G. W. Thomson, D. C.

23、Sullivan等。 口頭稱呼一般稱姓，如“懷特先生”、“史密斯先生”。正式場合一般要全稱，但關(guān)系密切的常稱本人名。家里人，親友之間除稱本人名外，還常用昵稱（愛稱）。 以英文為本國文字的國家，姓名組成稱呼基本與英、美人一樣。,法國人姓名 法國人姓名也是名在前姓在后，一般由二節(jié)或三節(jié)組成。前一、二節(jié)為個人名，最后一節(jié)為姓。有時姓名可達(dá)四、五節(jié)，多是教名和由長輩起的名字。但現(xiàn)在長名字越來越少。如：Henri Rene Albert Guy de Maupassant譯為：亨利?勒內(nèi)?阿貝爾?居伊?德?莫泊桑，一般簡稱Guy de Maupassant居伊?德?莫泊桑。 西班牙人和葡萄牙人姓名 西班

24、牙人姓名常有三、四節(jié)，前一、二節(jié)為本人名字，倒數(shù)第二節(jié)為父姓，最后一節(jié)為母姓。一般以父姓為自己的姓，但少數(shù)人也有用母姓為本人的姓。如：Diego Rodrigueez de Silva y Velasquez譯為迭戈?羅德里格斯?德席爾瓦貝拉斯克斯，de是介詞，Silva是父姓，y是連接詞“和”，Velasquez是母姓。已結(jié)婚婦女常把母姓去掉而加上丈夫的姓。葡萄牙人姓名也多由三、四節(jié)組成，前一、二節(jié)是個人名字，接著是母姓，最后為父姓。簡稱時個人名一般加父姓。,俄羅斯人和匈牙利人姓名 俄羅斯人姓名一般由三節(jié)組成。如伊萬?伊萬諾維奇?伊萬諾夫（ ），伊萬為本人名字，伊萬諾維奇為父名，意為伊萬之子

25、，伊萬諾夫為姓。婦女姓名多以娃、婭結(jié)尾。婦女婚前用父親的姓，婚后多用丈夫的姓，但本人名字和父名不變。如尼娜?伊萬諾夫娜?伊萬諾娃（ ），尼娜為本人名，伊萬諾夫娜為父名，伊萬諾娃為父姓。 匈牙利人的姓名，排列與我國人名相似，姓在前名在后。都由兩節(jié)組成。如納吉?山多爾（Nagy Sandor），簡稱納吉。有的婦女結(jié)婚后改用丈夫的姓名，只是在丈夫姓名后再加詞尾“ne”，譯為“妮”，是夫人的意思。姓名連用時加在名字之后，只用姓時加在姓之后。如瓦什?伊斯特萬妮（Vass ），或瓦什妮（）是瓦什?伊斯特萬的夫人。婦女也可保留自己的姓和名。,日本人姓名順序與我國相同，即姓前名后，但姓名字?jǐn)?shù)常常比我漢族姓名字

26、數(shù)多。最常見的由四字組成，如：小坂正雄，吉田正一，福田英夫等。前二字為姓，后二字為名。但又由于姓與名的字?jǐn)?shù)并不固定，二者往往不易區(qū)分，因而事先一定要向來訪者了解清楚，在正式場合中應(yīng)把姓與名分開書寫，如“二階堂 進(jìn)”，“藤田 茂”等。 一般口頭都稱呼姓，正式場合稱全名。日本人姓名常用漢字書寫，但讀音則完全不同。 緬甸人姓名 緬甸人僅有名而無姓。我們常見緬甸人名前的“吳”不是姓而是一種尊稱，意為“先生”。常用的尊稱還有：“杜”是對女子的尊稱，意為“女士”，“貌”意為“弟弟”，“瑪”意為“姐妹”，“哥”意為“兄長”，“波”意為“軍官”，“塞耶”意為“老師”，“道達(dá)”是英語Dr.的譯音即“博士”，“德

27、欽”意為“主人”，“耶博”意為“同志”等。,1.4 Its not just what you say?,What do you know about the effects of the B telling about on P 13? Talk about it in pairs.,2) Non verbal communication makes great differences as well as verbal communication.Have you any examples?,5) How much do you know about non verbal communic

28、ation?,3) Do 2 in A.,4) Do C in B in pairs or groups of four ; pay attention to cultural differences.,No unified keys for reference.,Communication face to face,attention to in the first meeting with business partner,avoidance of misunderstanding in communicating with business partners (methods),diff

29、erent forms of communication,Non-verbal physical appearance facial expressions Wearing apparel Posture,gesture eye contact,touch space and distance Punctuality,Silence odour,eye contact summarizing paraphrasing echoing speaking slowly enunciating avoiding idioms body language double checking using v

30、isual aids listening attentively,Verbal: Greet Introduce Know manners and customs Tone, voice Small talk,faxes letters e-mails phone calls memos notes,Vocabulary:embark on, employment interview, importance of a good impression, pay attention to, physical appearance,shower, in the mirror, trim the mo

31、ustache , shave the beard with razor, lotion, be splashed, smell as good as, mutter, do anything for a job, freshly ironed shirt, suit and tie, shined shoes, briefcase, precisely eight fifteen, knock slightly at, smile, motion sb. into the room, walk over, offer ones hand, grip firmly, sign of self-

32、confidence, release ones hand, sit, be about to begin,nonverbal situation before an interview for a job,Try to imagine an interview by a person without his uttering any words by using the above related vocabulary.,1.5 Developing relationships,This section looks at the way a relationship changes, gen

33、erally becoming more friendly as time goes on. We also consider the different ways of talking to different kinds of people, depending on your relationship. Particularly important in this section is small talk: talking about things that are not connected with business.,A Listening Listen to the five

34、conversations and decide their relationship,Tony and Bob have a cordial, informal relationship. Tony is an overseas sales rep and Bob is the Export Sales Manager. Theyre talking about problems Tony encountered on a visit to a client in Copenhagen.,1.,2.,Mr. Allen is very friendly and informal but is

35、 superior to Barry and Susanna, who are new to the company. Mr. Allen is probably office manager and the other two are clerical staff. Mr. Allen is explaining who is who in the office.,3.,Mr. Green behaves very much as Martins boss (he is quite authoritarian)Mr. Green is probably the transport manager and Martin is a driver. They are talking about Martin collecting