BEC_Module_4_剑桥商务英语初级
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Key rules: accurate, brief, clear
Writing: Dealing with complaints 处理顾客投诉
Useful language
I apologize for… Please accept my apologies for… I would like to apologize for … Unfortunately … The problem was due to … We had a problem with … I would like to offer … I can offer… Please accept …
2. Complete the exercises on Page 43.
Example
Dear Mr. Paxman, I apologize for the fact that your order has not arrived
yet. Unfortunately, this is a period of very high demand, and our usual supplier is causing us some problems. However, we now have all of the items you requested and we are ready to send your order. Because of this delay, I would like to offer you a 5% discount. Thank you for your patience. Yours sincerely Raj Kahn
the mistakes in these sentences. Compare with a partner. Which speaker do you agree?
Listening: Ex 9
1.Joao da Silva owns a clothing shop in Aveiro. 2.He supplies a small number of people. 3.His message is support European exports. 4.Dagmar Rasmussen is happy with the situation. 5.Tulip’s shops are already empty. 6.Dagmar says that the Trade Commissioner
WRITING Dealing with complaints
Letter of complaints
Tips you should keep in mind
Firstly, be courteous, professional but firm. Secondly, be reasonable. Thirdly, be specific about what is wrong. Fourthly, tell how we have been hurt. Fifthly, keep it short, to the point. Sixthly, state consequences
2. If you were the person who is asked to arrange a teleconference, what will you prepare before the teleconference?
4.2 Business communications 商务沟通
Focus 学习重点: 熟悉与商务沟通相关的话题 学习掌握如何进行商务沟通的相关技能 练习在听力过程中寻找具体信息 学习掌握 will 的用法 掌握回复投诉信的写法
restrictions? 4.Please explain Mr. Mandelson’s situation?
Listening : Views on import controls 对控制进口的看法
Pros and Cons: 赞成与反对的理由 1. pros: be for the import controls 2. cons: be against import controls Listen to the news item again and correct
Text Structure Analysis
Topic Sentence Reasons Preparation
Tips
Topic Sentence Reasons Preparation
Tips
Teleconferencing is a great way to connect people who work in different parts of the world.
1. cheaper, 2. quicker, 3. more informal
1. find a date, 2. specify the local time 3. limit the number of participants 4. send out agenda and documents
Customer 我们把这一术语定义为交易中的一个角 色，它适应于供应链上的任何一方。由此可见，最
Reading: Fashion industry crisis after EU import ban
Topic sentence
Text Structure Analysis
Causes
Effects
Leaving/taking a message
Dos and Don’ts
-- Be conFra Baidu bibliotekise. -- Speak clearly . -- Identify yourself. -- State your purpose
of calling. -- Leave/take a
message as detailed as possible.
Speaking： On the phone 打电话
Practice the telephone conversation according to the form on Page 41, supposing you are the receptionist and the caller. You’ll be given 5 minutes to work in pairs.
1. many small companies are suffering … 2. some European countries are in favor of the import restrictions. 3. Mr. Mandelson is in a difficult position (in dilemma).
Useful expressions:
--Can I leave a message for …? --Would you like to leave a
message? --Could you spell your names,
please? --Can I take your name and
should resign.
Discuss with your classmates
Do you know what happened next? Think of two possible endings.
Listen to the rest of the news item to find out if you are right.
1. be moderator, 2. always say your name 3. press the ‘mute’ button while listening to
others’ talking
Discuss with your partners
1. Which is better, working in office or working from home?
producer: manufacturer 生产商 customer: clients 顾客
warehouse: storage 仓库
competitor: rival竞争对手
port
港口
wholesaler 批发商 retailer 零售商
Consumer: user 消费者 customs 海关 clothing 服装
Key rules: accurate, brief, clear
Dealing with complaints
Structure of the reply 1. Apologizing for the problems 2. Giving an explanation in details 3. Offer some solutions
Homework
1. Reply to the customer, apologizing for the problems and giving an explanation. Offer the customer a discount of 5% on the order. Write 60-80 words.
Topic sentence
The Fashion industry in Europe is facing its biggest crisis in recent history.
Causes Effects
The introduction of import controls in June by the European Trade Commissioner
Customer & Consumer
The customer is an organization or person that purchases a product, but it not necessarily is the end user of the product.
The consumer is the end user of a product and actually consumes the product.
Module 4
4.1 International Business
projector
投影
仪
laptop
笔记本
电脑
screen
屏幕
loudspeaker
扩音器
microphone
麦克风
DVD player
DVD影
碟机
electronic board 电子
板
recorder
录音机
platform
讲台
whiteboard
白板
Classroom objects
1.Can you name ten classroom objects? What are they?
2 Where was each thing made? Why do countries import and export these things?
teleconference:
电话会议、远程电信会议；即“a meeting in which the people taking part are in different places, but they are linked by a telephone line”。是不同地方人员参加同一 会议的很好方式，既省时又省力，方便快捷， 在商务中应用广泛。
Reading Comprehension
1.Why could some clothing retailers have empty shops at Christmas?
2.Why are small companies suffering? 3.Which countries are in favor of the import
Writing: Dealing with complaints 处理顾客投诉
Useful language
I apologize for… Please accept my apologies for… I would like to apologize for … Unfortunately … The problem was due to … We had a problem with … I would like to offer … I can offer… Please accept …
2. Complete the exercises on Page 43.
Example
Dear Mr. Paxman, I apologize for the fact that your order has not arrived
yet. Unfortunately, this is a period of very high demand, and our usual supplier is causing us some problems. However, we now have all of the items you requested and we are ready to send your order. Because of this delay, I would like to offer you a 5% discount. Thank you for your patience. Yours sincerely Raj Kahn
the mistakes in these sentences. Compare with a partner. Which speaker do you agree?
Listening: Ex 9
1.Joao da Silva owns a clothing shop in Aveiro. 2.He supplies a small number of people. 3.His message is support European exports. 4.Dagmar Rasmussen is happy with the situation. 5.Tulip’s shops are already empty. 6.Dagmar says that the Trade Commissioner
WRITING Dealing with complaints
Letter of complaints
Tips you should keep in mind
Firstly, be courteous, professional but firm. Secondly, be reasonable. Thirdly, be specific about what is wrong. Fourthly, tell how we have been hurt. Fifthly, keep it short, to the point. Sixthly, state consequences
2. If you were the person who is asked to arrange a teleconference, what will you prepare before the teleconference?
4.2 Business communications 商务沟通
Focus 学习重点: 熟悉与商务沟通相关的话题 学习掌握如何进行商务沟通的相关技能 练习在听力过程中寻找具体信息 学习掌握 will 的用法 掌握回复投诉信的写法
restrictions? 4.Please explain Mr. Mandelson’s situation?
Listening : Views on import controls 对控制进口的看法
Pros and Cons: 赞成与反对的理由 1. pros: be for the import controls 2. cons: be against import controls Listen to the news item again and correct
Text Structure Analysis
Topic Sentence Reasons Preparation
Tips
Topic Sentence Reasons Preparation
Tips
Teleconferencing is a great way to connect people who work in different parts of the world.
1. cheaper, 2. quicker, 3. more informal
1. find a date, 2. specify the local time 3. limit the number of participants 4. send out agenda and documents
Customer 我们把这一术语定义为交易中的一个角 色，它适应于供应链上的任何一方。由此可见，最
Reading: Fashion industry crisis after EU import ban
Topic sentence
Text Structure Analysis
Causes
Effects
Leaving/taking a message
Dos and Don’ts
-- Be conFra Baidu bibliotekise. -- Speak clearly . -- Identify yourself. -- State your purpose
of calling. -- Leave/take a
message as detailed as possible.
Speaking： On the phone 打电话
Practice the telephone conversation according to the form on Page 41, supposing you are the receptionist and the caller. You’ll be given 5 minutes to work in pairs.
1. many small companies are suffering … 2. some European countries are in favor of the import restrictions. 3. Mr. Mandelson is in a difficult position (in dilemma).
Useful expressions:
--Can I leave a message for …? --Would you like to leave a
message? --Could you spell your names,
please? --Can I take your name and
should resign.
Discuss with your classmates
Do you know what happened next? Think of two possible endings.
Listen to the rest of the news item to find out if you are right.
1. be moderator, 2. always say your name 3. press the ‘mute’ button while listening to
others’ talking
Discuss with your partners
1. Which is better, working in office or working from home?
producer: manufacturer 生产商 customer: clients 顾客
warehouse: storage 仓库
competitor: rival竞争对手
port
港口
wholesaler 批发商 retailer 零售商
Consumer: user 消费者 customs 海关 clothing 服装
Key rules: accurate, brief, clear
Dealing with complaints
Structure of the reply 1. Apologizing for the problems 2. Giving an explanation in details 3. Offer some solutions
Homework
1. Reply to the customer, apologizing for the problems and giving an explanation. Offer the customer a discount of 5% on the order. Write 60-80 words.
Topic sentence
The Fashion industry in Europe is facing its biggest crisis in recent history.
Causes Effects
The introduction of import controls in June by the European Trade Commissioner
Customer & Consumer
The customer is an organization or person that purchases a product, but it not necessarily is the end user of the product.
The consumer is the end user of a product and actually consumes the product.
Module 4
4.1 International Business
projector
投影
仪
laptop
笔记本
电脑
screen
屏幕
loudspeaker
扩音器
microphone
麦克风
DVD player
DVD影
碟机
electronic board 电子
板
recorder
录音机
platform
讲台
whiteboard
白板
Classroom objects
1.Can you name ten classroom objects? What are they?
2 Where was each thing made? Why do countries import and export these things?
teleconference:
电话会议、远程电信会议；即“a meeting in which the people taking part are in different places, but they are linked by a telephone line”。是不同地方人员参加同一 会议的很好方式，既省时又省力，方便快捷， 在商务中应用广泛。
Reading Comprehension
1.Why could some clothing retailers have empty shops at Christmas?
2.Why are small companies suffering? 3.Which countries are in favor of the import