口语

A： You see, some colleagues spend their days in a frenzy of activity, but achieve very little. Do you know why?
B: The reason may be various. Heavy workload cannot be neglected. As you know, three people have left for a better-paid position. We are short of hands here.
C: So, to change the situation, perhaps more employees should be recruited to shoulder and divide the numerous tasks.
A: Definitely. Besides, bad time management maybe responsible too. To improve the situation, it’s important to train the col leagues how to manage time effectively.
B: I cannot agree more. As to manage time effectively, I’d like to share my experience with them. Normally, when I have to deal with overwhelming problems, I always keep a list of all necessary tasks that need to carry out. In this way I never feel out of control.
C: So they may have a try.
A: Yes, why not. Then I prioritize all tasks in order of importance and urgency. This allows me to tackle the most important jobs first, and not to waste time on trivial tasks, and helps me avoid getting stressed by a large number of unimportant jobs.
B: That can be very practical. In this way, they will naturally concentrate on results instead of on being busy.
A: Yes, exactly.
C: Your experience reminds me of Benjamin Franklin. On ce he said, “ Let all your things have their places and let each part of your business have its time.” To manage time successful, it’s important to let each part of your business have its time.
A: Yes, from Benjamin’s achievements and my experience, we can see the importance of identifying the time available.
B: By the way, when are you most efficient in one day?
A: In the early morning.
B: So, you are a “ morning person “. As you know, every body has his/her biological prime time, some maybe “morning persons” like you, some maybe” night owls” and other maybe “late afternoon whizzes”. So when scheduling, it’s also important to find creative time for priorities. In creative time, you can achieve 80% of results with only 20% of the effort. A: So whatever you are, set aside your best time for your priorities.
B: Yes. Besides, we should also block in appropriate contingency/flexible time for unpredictable interruptions.
C: Lastly, it’s also beneficial to pay attention to office logistics. Always make office and desk neat and comfortable for yourself, and optionally tidy and comfortable for others. B:I cannot agree more. Letting all your things have their places surely help you manage time effectively.
A: 你知道，有些同事成天忙忙碌碌，但是收效甚微。

你知道为什么么？
B：原因有很多。

繁重的工作量不容忽视。

据你所知，有三个人已经离开这里另谋高就，我们现在人手不足。

A：因此，来改变这种情况，也许需要招聘更多的员工来分担工作。

B：确实是这样。

此外，不当的时间管理也负有责任。

为了改善这种情况，培训员工怎样去有效管理时间也很重要。

A：非常同意。

关于有效管理时间，我愿意与他们分享我的经验。

通常，当我不得不处理棘手的问题时，我总是会列出一个所有需要处理的重要任务的清单。

用这种方法我从没感觉情况失控。

B：是的，为什么不呢。

其次我把所有重要和紧急的任务排列优先次序。

这使我能够先解决最重要的工作，而不是浪费时间在一些琐事上。

这样有助于让我避免因为大量的无关紧要的事情而承受压力。

B：这很都很实际。

用这种方法，他们自然会集中精力做事而不是忙忙碌碌。

A：是的，确实是这样。

B：你的经验让我想起了本杰明富兰克林，他曾说：“让你的事情各归其位，合理安排处理每件事情的时间。

”为了成功的管理时间，安排处理每件事情的时间非常重要。

A：是的，从富兰克林的成就及我个人的经验，我们可以看到明确可用的时间的重要性。

B：顺便问一句，你在一天之中最有效率的时间是什么时候？
A：在早上。

B：因此，你是“早晨先生”，据你所知，每个人都有他/她的生物钟，有些人也许像你这样是“早晨先生”，有些可能是“夜猫子”还有其他的可能是傍晚的时候比较有精神。

因此当我们做日程表的时候，为优先的事情寻找最创造型的时间是很重要的。

在有创造性的时间里，你可以只用20%的精力完成80%的成果。

A：因此，无论怎样，把最好的时间用在最优先需要完成的事情上。

B：是的，除此之外，我们也应该预留一些适当的时间给那些突发的事件。

A：最后，注重办公室逻辑也很有效。

时刻保持办公桌和办公室的整洁让你自己感到舒适，为他人提供整洁舒适的环境。

B：完全同意。

让所有的事情都明确的各归其位一定能帮助你有效的管理时间。

（3）Would you volunteer to do things that other people should do in an office?
在办公室里你会主动去分担别人的工作吗？（为什么？）
No. it’s a sign of time-wasting and bad time management, since everybody has his -/her focus and responsibility.
（4）If you are unable to concentrate, what would you do?(Why?)
如果注意力不集中，你怎么做？（为什么？）
I won’t force myself to concentrate, instead I will take a break immediately, have some
refreshments or soft drinks to make myself energetic again, or have some exercise, or listen to music.
Customer service
Your company is deciding to monitor the quality of service provided. You have been asked to help with this. Discuss the situation together, and decide:
l what are the ways to monitor the quality of service
l what measures the company can take to improve the quality of service
客户服务
你们公司决定对顾客服务的质量进行监督。

请你们协助此事。

讨论并决定：
l 可以采取哪些方法对服务质量进行监督
l 公司可以采用哪些措施来提高服务质量
A：It’s very important for a company to monitor the quality of service. If customers are not satisfied with the company’s service, then the company will lose custo mers. I think one way of monitoring the quality of service is to obtain feedback from customers to see how the business has met customer expectations.
B: You are right. We should know where our company has fallen short in providing value for customers. We can visit our customers, call them, send out written questionnaires and set up a hot line for customers to air their opinions about our service.
C: Good ideas. In addition to getting feedback from customers, we can also check sales figures regularly. Sales figures can indicate the degree of customer satisfaction, if sales figures go down, then there may be some problem with our service, because we are losing customers.
B:What can we do if we want to improve the quality of our service? I think one effective way is to train our staff. We must invite some experts to train our staff to improve
staff friendliness, the speed of service and learn to deal with customer complaints.
C: We can also hire experts to pose as routine customers to evaluate the quality of service. Another way to improve the quality of service is to offer timely service. We must provide the product precisely when it is promised and in the minimum amount of time. A: We must also make sure that customers get the product in the place where they want.
C: Right. And the product we provide must be the right product our customers want, in other words, the design, size, or the model of the product must meet customers’ needs and expectations, therefore, customers will be happy.
B: Customers will remain loyal and our company will keep high sales figures.
A: 监督对顾客服务的质量对一个公司来说非常重要。

如果过户对公司的服务不满意。

那么公司将会失去客户。

我认为监督服务质量的一个方法是获得顾客的反馈来了解公司怎样能达到客户的期望。

B: 是说的很对。

我们应该了解公司为客户提供价值的不足之处，我们可以拜访、打电话、发送问卷给客户，并且为客户建立一个热线来收集关于顾客对我们服务的意见。

A：好主意。

除了从顾客那里得到反馈意见，我们也可以定期检查销售数字。

销售数字表明顾客的满意程度，如果销售数字下降，那么我们的服务可能出现问题，因为我们损失了客户。

B：我们怎样才能改善服务质量呢？我认为一个有效的方法是对员工进行培训。

我们需要邀请一些专家来对员工惊醒培训，来改善员工的亲和度、服务的速度以及学会怎样去处理客户投诉。

A：我们也可以雇佣专家来佯装成日常顾客来评估服务的质量。

另一个改善服务质量的方法是提供及时的服务。

当我们承诺在最短的时间内提供产品，那我们必须准时提供。

B：我们也必须确保客户在他期望的地点得到产品。

A：是的，而且我们提供的产品必须是顾客所需要的产品，换句话说，设计、尺寸、产品模型都必须满足顾客的需求和期望，因此，顾客将会感到满意。

（2）What do you think a company can do to solicit feedback from customers?
你认为公司应如何征集顾客的反馈意见？
It may visit customers, call them, or send out written surveys---to find out how satisfied their customers really are. It may even hire mystery shoppers to evaluate services.
（3）Do you think customers’complaints will benefit businesses?(Why?/Why not?)
你认为顾客的抱怨对企业有益吗？（为什么？）
I think they benefit businesses. Customer complaints offer organizations the opportunity to overcome problems and prove commitments to service, and businesses can gain innovative ideas for improvement.
第四题：
A: As you know, our company is ready to sell our arts and crafts to Britain and our boss is thinking of finding a local dealer through the internet.
B: Yes, it’s a good way to save time and money.In order to do it well, we’ll first must make our website convenient, appealing and impressive.
C:I think so. Our company website is almost the only place prospective local dealers determine whether they want to do business with us.
A: In my opinion, professionalism of the website is the most important.there should be a clear and detailed profile of our company, like who we are, what we’re dealing in, our handling capacity, ways of settlement, inspection certificate of goods, and so on. of course, the contact information.
B:In addition to professionalism, we should see it that the website looks appealing so as to attract potential dealers. We can select some of our best stuff to display on our website to show the wide range, nice appearance and excellent quality of our goods.
C:Good idea. we need to try to make it known to interested dealers. What do you think we should do about it by using the internet?
A: Well, for this I think the key point is to find a specialized
promotion platform on the Internet.
B:You mean..?
C: A right one. You see. We’re selling arts and crafts and we should register on a portal website providing platform for goods selling. It is the right place we can expect to find a desirable dealer.
A:You’re right, portal website providing export and B2B services like can be a very good choice. We can register and wait for serious replies.
B:Well, with those, we can select carefully among them and decide which one to have further contacts.
C: Yeah. In that way, I believe we can find a really good local dealer we want.
Do you think companies depend too much on computers?(Why?/Why not?)
No, I don’t think so. At many companies, computer systems at work are not working as they should and the problem lies with people who do not have enough guidance about computers rather than the systems themselves.
Should employees be responsible for developing their own computer skills?
No. computer skills are important to raise efficiency and the development of employees’ computer skills can bring a lot of good to the company. So it’s the company that should be responsible for that.。