2015秋-开放专科-商务交际英语(2)-复习指导

国家开放大学开放教育英语专业（商务方向）（专科）省管课程期末复习指导商务交际英语（2）（2015秋学期）广东开放大学赵翠芳编写一、课程说明《商务交际英语（2）》是中央广播电视大学开放教育试点英语专业（商务方向）（专科）的限选课，4学分。

本课程承接“商务交际英语（1）”，采用的教材是《商务交际英语（下）》(English & Communication for Colleges)，由美国的Carol Henson和Thomas L. Means原著，国家开放大学外语部的杨启宁、崔松老师改编，中央广播电视大学出版社出版，2004年8月第1版。

二、考试说明本课程的考核采取两种形式：形成性考核和终结性考核。

课程总成绩以百分制计，形成性考核占30%，终结性考核占70%。

1. 形成性考核：满分100分，占课程总成绩的30%。

形成性考核是对学生学习过程和阶段性学习效果的综合评价，包括学生参与各项学习活动的情况以及阶段性的学习进展情况。

本课程的形成性考核内容和方式按照《形成性考核册》的具体要求执行。

2. 课程终结考试形式为笔试，开卷，以测试读、写技能为主，考试内容包括课程中有关的商务知识及技能运用。

由广东开放大学统一命题，在同一时间全省电大统一考试，考试时间为90分钟。

试卷分为六部分，卷面分值为100分：第一、二、三部分为基础知识，题型分别为选择题、判断题和简答题，共占30分，主要考查学生对商务交际英语基础知识的掌握；第四部分为阅读理解题，占20分，主要考查学生的阅读能力；第五部分为翻译，占20分，主要考察学生翻译商务英语的能力；第六部分为写作，占30分，主要考查学生用不同商务文体进行英语写作的能力。

本课程考试的命题原则是：根据教材所涵盖的有关题目以及与教材难度相当的语言材料命题，涉及教材的内容不少于60%。

三、复习要点本课程学习内容共有6章。

在教学中，对教学内容分为了解、理解与掌握等三个层次要求。

属于了解层次的，考试时所占份量较轻；属于理解与掌握的内容是考试的重点，在学习中要深入理解、重点掌握。

以下是分章指导：第7章技术文件写作本章是“商务交际英语（2）”的第一章，主要内容依然是写作，只是写作的内容从已经学过的备忘录和电子邮件、商务信函和商务报告到了技术文件的写作。

本章所涉及的技术文件主要是使用说明和操作手册、过程描述和说服性信函（销售信和商务建议书），主要学习内容有： 使用说明的写作过程描述的写作说服性信函的写作了解基本概念和定义，如：使用说明、操作手册、过程描述、物体、机械装置、促销信、催款信和商务建议书等。

理解并掌握使用说明和操作手册的主要内容以及常用格式；过程描述与使用说明的主要区别；撰写物品或机械设备说明的指导原则；促销信、催款信与商务建议书的主要内容与常用格式。

本章的考核方式是基础知识考查和信函写作。

第8章图示和视觉辅助手段的应用图示与视觉辅助手段使用于交流过程中，具有多种优势。

本章主要学习内容有：辅助图表的目的和放置开发辅助图表在口头演示中运用视觉辅助手段了解在交流过程中使用图示和视觉辅助手段的3个原因。

了解图表和表格的种类。

了解视觉辅助手段的具体类型。

掌握在书面文件中使用辅助图表。

掌握在口头演示中运用视觉辅助手段的步骤。

学会开发简单的图表，如：组织结构图(organization charts)、流程图(flowcharts)、饼状图(pie charts)和单一线状图(single-lined graph)。

本章的考核方式是基础知识考查。

第9章与客户的交流本章的学习内容是与客户交流的技巧，主要学习内容有：客户服务一对一和电话交流了解基本概念与定义，如：客户服务、内部客户、外部客户、道德规范、电话交流等。

理解使用现代科技手段进行有效交际；声音质量有助于有效交流；影响一对一交流的原因。

掌握客户服务的重要性；客户服务的质量标准；接待客户的适当方法；客户服务的道德规范；电话交流的技巧等。

本章的考核方式是阅读理解和基础知识考查。

第10章非言语交流非言语交流是准确交流得关键部分。

本章主要学习内容有：非言语交流：准确交流的关键聆听：人际间交流的重要技能了解基本概念与定义，如：非言语交流、非言语信息、面部表情、身体语言、手势、接触、空间、信任、主动聆听、聆听的基本要求等。

理解非言语交流的作用；聆听的原因与有益之处；有效聆听的障碍；书面信息中的非言语符号；口语信息中的非言语符号。

掌握非言语交流的重要性和有效的聆听技巧。

本章的考核方式是阅读理解和基础知识考查。

第11章演示与会议本章的学习内容有两部分：口头演示与有效会议。

了解基本概念与定义，如：口头陈述、简要介绍、分析受众、发送方式、陈述大纲、声音质量、界定会议任务、决定会议形式、会议议程等。

理解简短口头陈述的两种类型。

掌握计划正式陈述的5个步骤；进行口头陈述的3个重要因素；有效参加会议的4项指导原则和有效地引导会议的6项指导原则。

本章的考核方式是阅读理解和基础知识考查。

第12章求职本章是全套教材的最后一章，讲解求职所需要注意的问题。

主要学习内容有：分析自身条件和就业市场，确定求职目标撰写简历撰写求职信并填写求职申请表成功面试与后续信函掌握分析自身条件和就业市场的方法。

掌握成功面试的准备工作。

学会撰写简历、求职信、求职申请表的填写和后续信函。

本章是全书的重点单元之一，考核方式涵盖阅读理解、基础知识考查和信函写作。

四、综合复习题（试题范例）I. MULTIPLE CHOICE（10%）Choose the letter indicating the best choice to complete each sentence or answer each question.1. Which of the following would be the most effective title for a set of instructions?A. Using the Best Buy Coffee Maker.B. The Best Buy Coffee Maker.C. Brewing a Pot of Coffee in your Best Buy Coffee Maker.2. The conclusions of a report ________.A. s hould be written using command languageB. o ffer specific suggestions for actions that can solve a report problemC. should analyze information logically and show how the data answer questions3. What is the purpose of a collection letter?A. To persuade a customer to pay a past-due bill.B. To establish a good working relationship.C. To advertise new products or services.4. If someone talks about the pitch of a voice, he is referring to its ________.A. accentB. clarityC. highness or lowness5. Effective listeners ________.A. rely mainly on the verbal symbols of a messageB. make judgments as quickly and efficiently as possibleC. paraphrase the message to ensure understanding6. Which of the following is NOT a body language?A. Space.B. Facial expressions.C. Gestures.7. The first step in preparing an effective oral presentation is ________.A. collecting informationB. knowing your purposeC. determining what to say8. The three main parts of the delivery of an oral presentation are ________.A. vocal qualities, nonverbal symbols, and visual aidsB. dress, visual aids, and nonverbal symbolsC. nonverbal symbols, statistics, and vocal qualities9. When you research a company, you talk with ________.A. employees onlyB. customers, teachers, and utility companiesC. company employees, supplies, and customers10. The first step in any job search is to analyze ________.A. your target market and companyB. your personal and career goalsC. your study and work experienceII. TRUE/FALSE（10%）Write a T in the space provided if the statement is true. Write an F in the space if the statement is false. Your judgment should be based on your understanding of the course book._____ 11. A table of contents is helpful, but not essential, for a manual._____ 12.In describing a process, begin each step with a verb._____ 13.Providing excellent customer service is a way for a company to distinguish itself from its competitors._____ 14. As a general rule, you should present a new visual about every minute._____ 15.When a hitchhiker raises an arm and fist, and extends a thumb, the hitchhiker is using nonverbal communication that substitutes._____ 16. Color is a nonverbal environmental symbol that establishes mood._____ 17. Active listening requires the listener to notice and interpret the nonverbal cues of the message. _____ 18. To memorize a speech means to read it from a written copy of the speech._____ 19. In briefings you should highlight and focus on key points of your presentation._____ 20. Before interview, preparing to answer typical questions will help relieve your anxiety.III. QUESTIONS AND SHORT ANSWERS （10%）21. What kind of description writing requires a step-by-step description?22. What is a service culture?23. What does body language include?24. What should be presented in the main body of an oral presentation?25. How can you participate effectively in a meeting?IV. READING COMPREHENSION（20%）Read the following two passages and answer the questions.Passage OneWhen anybody starts a business, of c ourse it’s the best idea that’s ever been thought of. The product is wonderful, the service that they’re providing will have customers queuing up around the corner, and everybody is terribly optimistic about what lies ahead. Unfortunately it doesn’t always turn out to be the case that the business is going to be the most successful in the world.If you look at the categories of reasons as to why some businesses go under, what’s interesting is you find that a number of businesses go under because—particularly in smaller businesses—people perhaps don’t have as good a grip as they might on matter s financial, and as part of that we discover that the process of managing working capital seems to be a weak spot for many businesses.There’s a much heralded statist ic in the UK, which has replications in both the US and in continental and Western Europe, that about 70% of newly formed small businesses go out of business within the first two years, and that seems to be, broadly, a correct figure. If you then look at those 70% of businesses which go out of business within the first two years, there’ s another statistic which says that about three-quarters, about 75%, go out of business because of working capital problems—working capital being the funds that you have tied up on a day-to-day basis just to keep you going.26. What is included in the best idea thought of when anyone starts a business?A. The product is good.B. The service is popular.C. Both A and B.27. According to the passage, what is one possible reason for some small businesses to go under?A. They don’t know how t o use their money properly.B. They can’t successfully hold the market.C. They don’t have a firm relationship in the government.28. Statistics show that about 70% of newly formed small businesses in ________ go out of businesswithin the first two years.A. the UK and CanadaB. the UK and AmericaC. the US and Australia29. How many percent of all newly formed small businesses go under because of working capitalproblems?A. About 70%.B. About 75%.C. About 53%.30. Which of the following statements is the best summary of this passage?A. The working capital problem has caused many newly formed businesses to go out of business.B. Many businesses don’t expect the working capital p roblem when starting their business.C. The process of managing working capital can e regulated and improved.Passage TwoOne of the criticisms of many accounting systems is that they’re really good at looking backwards but not so good at looking forwards. It is of course necessary for them to look over their shoulders and say ‘this is what has happened in the past’, which is really useful for reporting purposes. After all, if a bank lends you money, they would want to have some statement of account at the end of the year whichsays ‘this is what we did with the money that you gave us’. But one of the problems is that, if you consider running a business as driving a car, the reporting statements are really like looking in the rear-view mirror, and seeing what has happened behind you.But what’s really important when you’re driving a car is what lies ahead. Though it’s important to know what’s behind you, to know where you’ve been and to learn the lessons from what’s happened, you should also need to take those lessons, scanning the environment and finding out what the economy is going to be like. You also need to know what your customers may or may not be doing, what your competitors are doing and what sort of cash requirements you are going to have. Therefore, it seems sensible to do a business plan which incorporates a cash-flow forecast for the future. It also seems sensible to do a forecast profit and loss account for the next year.31. What is a criticism of many accounting systems?A. They are very good at looking backwards.B. They are not good at looking backwards.C. They don’t look forwards at all.32. It is important for a bank to have some statement of account at the end of the year because it can________.A. makeup the mistakes made throughout the yearB. increase its credit among the customersC. gain additional profits in this way33. Looking in the rear-view mirror when driving a car is compared to ________.A. recording what happened last year in a bankB. investigating the environment of the whole accounting systemC. making the budget on the forthcoming year34. What is more important than looking backwards?A. Carrying out needs analysis on your customers.B. Bearing in mind the amount of cash that you need.C. Both A and B.35. According to the passage, which of the following statements is NOT true?A. You should know your customers as well as your competitors.B. A business plan is necessary for a cash-flow forecast.C. A forecast profit and loss account can help look backwards.V. TRANSLATION (20%)Translate the following passages into Chinese.36. A sales letter tries to persuade a potential customer to purchase a product or service. Like other persuasive messages, it involves gaining the reader’s att ention, establishing a need, showing how a product or service will meet that need, presenting supporting information, and providing for an easy way for the reader to respond. A sales letter might appeal to readers’ senses by describing how something looks, sounds, feels, smells, or tastes.37. Too much confidence can hurt you. If others see you as cocky, inflexible, or as a “know it all”, they will see you as self-centered and unrealistic about your own abilities. They will probably respond toyou negative ly and with serious questions about your “ability to work with others” or your “ability to get the job done”.38. Preparing formal oral presentations is challenging. A long speech may last from 20 minutes to more than an hour. As part of your preparation, determine the objective of your speech, analyze the audience, determine the time available for the speech, gather information, and determine the appropriate mode of delivery.39. Within two days after the interview, you will want to write a brief follow-up letter to the interviewer, thanking him or her for the interview. If you are sure you want the job, indicate your interest. Follow-up letters are courteous and thoughtful, and they bring your name before the interviewer again.VI. WRITING (30%)40. Rewrite the following letter. It projects a self-centered attitude, which may make some readers a little unhappy. Use the you-attitude to personalize it so that it sounds polite and does not cost the company a customer. (10%)Dear Peter Johnson,Our records prove that your June payment is past due. You must get that payment to us by next Friday, or we will not preserve your credit rating any more. Pay attention to this matter, please.41. Write a letter according to the situation below, using the block format and open punctuation. (20%)Trey Alfred, a graduate student at a local university, is conducting research on stockholder reactions to corporate annual reports. He has written your supervisor, the Vice President of Communication for your corporation, and asked for names and addresses of 100 of your stockholders. Because of privacy laws and the lawsuits that followed, your corporation does not give out names and addresses of stockholders. Write to Trey and deny his requests. Try to help Trey in some way. His address is 435 North Essence Avenue, Prairie Village, KS GG208-1935.参考答案及评分标准I. MULTIPLE CHOICE (10小题，每小题1分，共10分)l. C 2. C 3. A 4. C 5. C6. A7. B8. A9. C 10. BII. TRUE/ FALSE (10小题，每小题1分，共10分)11. F 12. F 13. T 14. F 15. T16. T 17. T 18. F 19. T 20. TIII. QUESTIONS AND SHORT ANSWERS (5小题，每小题2分，共10分)21. Answer: a process description.22. Answer: A combination of customer-focused attitudes and policies.23. Answer: Facial expressions and gestures.24. Answer: The main points.25. Answer: Arrive on time, participate actively, improve the group’s decision makin g and make a positive impact on the meeting.IV. READING COMPREHENSION (10小题，每小题2分，共20分)Passage One: 26. C 27. A 28. B 29. C 30. APassage Two: 31. B 32. B 33. A 34. C 35. CV. TRANSLATION (4段短文，每段5分，共20分)36. 销售信函试图说服潜在的顾客购买产品或服务。