商务英语综合教程 第三册第5课
综合商务英语教程第三册unit 5Organizational Structure
III. Reading
• C. Tell the organization structure of the following
diagram based on the text.
III. Reading
• Discussion
• Factors affecting organizational
• 2._________ fuhertr-- to help something progress or be successful.
• 3._________ ruceed-- to make something smaller or less in size, amount,
•
or price.
• In what situation should the superlative form of
adjectives be used?
• ______________________________________________
• V. Speaking
• If you have the opportunity to work
•
information about something, to build something,
•
to improve something etc.
• 9.________ effiicent-- work well without wasting time, money, or energy
• 10.________ aeccss--the right to enter a place, use something, see
• j. relating to one of the parts into which a large
综合英语三unit 5
Learning objectives
How to react to an even or a story 对事件或故事作出反应 How to tell a story 讲故事 How to write a report 写新闻报道
What is the highest mountain in the world?
Task 3 on page 43
1. a 2. b 3. b 4. a
Language points
1. They are the sort of friends who are so close they trust each other with their life.
这里省略 了that
他们是那种亲密无间的朋友，可以互相以生命相依 托
Language points
2. If one falls, the other is there to catch him. If one needs a lift over some obstacle that seems impossible to get beyond, the other won’t leave until the obstacle is conquered. 如果一个人失足掉下山崖，另一个一定会在哪里将他抓住 救起；如果一个人遇到似乎是不可逾越的障碍，另一个不 克服障碍绝不抛弃朋友不管。 注意another 和the other 区别： 1. The cookies are delicious! Would I try another ? 2. The Jansons have two daughters: one is away for college, the other has married.
《商务英语综合教程》 Unit (5)
Section A Gap-Filling
Complete the gap-filling task according to the text.
Customer Is King—Make the King Happy
The position of customers in the market nowadays is different from the past. At present they have more choices of products which suit their 1 , needs and desires. The reasons for this change are that the change of market from 2 to 3 , and the matter of customer preference is simply a matter of what the customers wants to buy.
1. What caused customers to be kings nowadays? 2. In accordance with the text, how to provide
excellent customer services? 3. What kinds of customers are right customers?
《商务英语综合教程》（基础）
Unit 5 Customers
A. Brainstorming B. Business Knowledge
◆ Additional Reading C. Business Skills D. Business Actions
◆ Additional Reading E. Highlights Vocabulary Suggested Answers
职场综合英语教程第三册Unit 5 Enterprise
Related Information
Exxon Mobil Corp., or ExxonMobil, is an American multinational oil and gas corporation headquartered in Irving, Texas, United States. • Revenue: $502.3 Billion • Industry: Oil and Gas • Employees: 82,000 • Stock Listing: NYSE: XOM • Stock price: XOM (NYSE)US$92.16-1.83 (-1.95%) 31 Jan 4:00 pm GMT-5 – Disclaimer • CEO: Rex W. Tillerson • Headquarters: Irving, TX, United States of America • Founded: November 30, 1999
Related Information
Royal Dutch Shell plc, commonly known as Shell, is an Anglo–Dutch multinational oil and gas company incorporated in the United Kingdom and headquartered in the Netherlands. • Revenue: $492 Billion • Industry: Oil and Gas • Employees: 90,000 • Stock Listing: LSE: RDSA • Stock price: RDSB (LON)2,222.46 GBX-44.04 (-1.94%) 31 Jan 4:46 pm GMT – Disclaimer • CEO: Ben van Beurden • Founded: 1907 • Headquarters: The Hague, South Holland, Netherlands, The Hague, Netherlands
职通商务英语(第二版)综合教程3电子教案 (1)Unit 5
HOME
Written Business Contracts Written contracts are produced on paper or electronically. Legally, a written business contract is easier to uphold than an oral contract because there is a reference for the agreement. (4) With a written contract, it's easier to prove the terms between the parties and eliminate arguments over who said what. And it's often easier for businesses to recognize potential points of contention in the language because the agreement is detailed in writing Use Business Contracts? Generally speaking, a business contract is often used for the following cases: Hiring or being employed as an independent contractor; Buying or providing services or goods (e.g. in international trade); Leases and real estate; Selling your business; Partnerships and joint ventures; Franchising; • Confidentiality agreements. Business contracts can be oral or written, with different purposes and functions.
商务英语综合教程第三册课件 Unit 5 Internet Banking
Unit 5 Internet Banking (2)
Warm-up Activities
I. Pair work
What do you know about internet banking? What’s the difference between internet banking and traditional banking?
(2) Of course it is. We humans associate smiling with happiness, and if we associate with happy people, we can become happier as well.
• 当然可以，因为我们人类总把微笑和快乐联系起来， 所以，如果我们和快乐的人呆在一块，我们也会变 得快乐。
II. Group work
1. Have you conducted any internet banking transactions? Please share your experience with your classmates.
2. Internet banking is more and more popular now. How do you think about its advantages and problems.
• 除此之外，在一场这样的危机形势中，我们 应该考虑扩大对货币市场和共同基金的担保 吗？
(3) Apart from the value of the findings, recommendations, and conclusions you have been discussing today, I believe the report embodies great wisdom.
新编实用英语综合教程3 Unit 5 Brands and Advertisements
(同意他的看法。但告诉他广告能使他公司的产品家喻户晓。)
Client: We would like you to arrange them at suitable sites.
Back
Unit | Five
Business Communication
Graphic Presentation
3 The following chart is about the expenditure (花费) on advertising by members of MPAA. Look at the chart carefully and get ready to say something about it.
Unit | Five
Put in Use 1 Imagine you are in charge of a company’s advertising affairs. You are discussing your new advertising idea with your agent. Complete the following dialogue by translating the Chinese into English. headline of the advertisement You: I’d like to have a discussion with you about 1 the ______________________ for our computers __________________. (我们电脑广告的标题。)
Section Ⅰ Talking Face to Face
Introduction
Follow the Samples
大学英语综合教程第三册_Unit_5_课件
23. accord: 1) grant e.g. The headmaster accorded me permission to attend the seminar. 2) be in agreement e.g. His version of the events does not accord with witnesses’ statement.
on one’s behalf/on behalf of sb.: for sb.; in the interests of sb.; as the representative of sb. e.g. On behalf of my parents, I would like to express my gratitude to you for your help.
reverse: turn around to the opposite direction；exchange the position of e.g. The breakthroughs in biotechnology may enable medical science to reverse the aging process. turn over: think about, consider Even when she didn’t say anything you could see she was turning things over in her mind.
Considerate: thoughtful of the rights and feelings of others. Marked by careful thought e.g. Management should be considerate of the well-being and interests of employees.
综合教程第三册课件 Unit5
Unit Five1、Background Introduction“工作狂”这三个字，怎么都不觉得是褒义词，但我又认为发明这个词的人一定是带有某种感情色彩的，那到底应该是什么呢？先说工作狂是幸福的。
既然工作着，说明找到了自己的领域，还能狂，表示投入了很大的精力，所以捎带也就提高了业务水平，增加了求职升职的砝码。
甚至很多人和朋友聊天时也是三句不离本行，醉心于工作的点点滴滴。
一个工作狂，大多是他主动要成为一个工作狂，懂得工作并快乐着，时不时忙里偷闲一番，工作不但不会摧垮身心，反而会成为快乐生活的滋补品。
我们开始工作的第一天算起，工作究竟是为了什么？开始是为了生存，后来是为了兴趣，最后暂且说是理想吧。
毕竟最初的梦想最后又当真在做的人少数，那些人是幸福的，我相信他们有足够的激情完成自己的工作。
我相信工作狂一定是要有所平衡的东西，如果你觉得电视剧能让你更全情地投入工作，当然也可以选择看电视。
只是担心那些总想趁年轻一再透支健康的人，难道真的除了工作能一言不发？还是在日常生活中给自己一些奖励，去喜欢的餐馆大吃一顿，或者经营一下与家人的关系，陪太太到喜欢的商店逛逛，这样多好。
其实我们的社会还是很需要工作狂的，但我们也要看清，太多的人用全部的努力，不过换来了普通的生活。
如果就像两个爬山，一个人永远向往远处的风景，一个人却始终留意欣赏路边的风景，谁更辛苦呢？由此可见工作狂不等于“过度工作者”，工作狂能够在工作中享受人生。
2、Analyzation of the TextParagraph 1第一段为文章的引言部分Paragraphs 2-6这一部分介绍了本文的主人公怎样献身于工作。
Paragraphs 7-13这一部分介绍了菲利在家中的作用。
Paragraphs 14-16这三段为文章的结尾部分。
在重新提起菲利的死亡原因之后，作者继续阐述了公司的总裁对于菲利的接任者的质询。
3、Words study文中出现的重难点单词：survive1. survive v. to live honger than; to outlive幸免于，幸存；比……长命<释例>He survived the crash only to die in the desert. 他虽然在飞机坠毁时幸免于难，但却死在沙漠里。
21世纪大学生商务英语综合教程第三册U1-U6课后翻译
1、As the world economy slid into recession, some countries began to take trade-restrictive policies.由于世界经济滑落到衰退境地，一些国家开始实行贸易限制性政策。
2、Rather than classical law of comparative advantage, in the new global economy we confront the law of absolute advantage in which capital will move to those countries with the lowest costs of production, meaning a zero-sum game.在全球新经济中，我们所面临的不是比较优势的古典法则，而是绝对优势法则，其间资本将流入生产成本最低的国家，这意味着零和游戏。
3、The workers in a “protected” industry may have higher wages than they otherwise would under free trade, but consumers would be worse off because of higher prices.在“受到贸易保护”企业就业的工人的工资，要比他们如果在自由贸易情形下的工资来得高；但是，消费者们则会因为物价涨得更高而变得更加贫困。
4、Imposing a tariff will still make the people in the “losing” country poorer on average, relative to how poor t hey would be with the change in factor mobility and free trade.相对于在生产要素自由流动和自由贸易条件下人们可能身处的贫困程度而言，强征关税仍将使“遭受损失”的国民在总体上变得更加贫困。
Unit 5 商务英语综合教程(3)
Text I
Warm-up
Background
Detailed Reading
5) Epics films － An epic involves elements like war, romance and adventure. One of the most common themes or topics of epics are royalty, gladiators, kings, or leading personalities or figures from the ancient times. They are ambitious in scope than other film genres. Historical epics are the most popular subgenres, which often take an historical or imagined event, mythic, legendary, or heroic figure and use authentic period costumes, accompanied by a spectacle setting and a sweeping musical score, and large casts of characters, placing them among the most expensive of films to produce.
Text I
Warm-up
Background
Detailed Reading
3) Drama films － a film that depends mostly on in-depth character development, interaction, and highly emotional themes.
综合商务英语教程第三册unit 5Organizational Structure
• 3. supervisor
organization, with rooms where people can work at desks.
• 4. manager • 5. communication
• c. someone who supervises a person or activity. • d. when you do not understand what is happening
• Learning some basic knowledge for
organizational structure
I. Lead-in
• Work in pairs and discuss the following
questions.
• If you are the CEO of an international trade
• f. the process by which people exchange
information or express their thoughts and feelings
• g. someone whose job is to manage part or all of a
• 9. matrix • 10. advantage
• 2._________ fuhertr-- to help something progress or be successful.
• 3._________ ruceed-- to make something smaller or less in size, amount,
•
or price.
•
someone etc.
综合教程第三册Unit5
Key Language Points
under way --- in motion or operation, having started and making progress/在 进行中，航行中，工作中 A great social revolution was under way. Our plans are well under way. under construction/ under discussion/ under investigation (under----正在…中) by way of/经过，经由 go out of one’s way尽力，特地，不嫌麻烦的做某事 give way/撤退, 让路,屈服 in no way / 决不
Why was it necessary for the author to offer so many details of his voyage？
Tips:
Details indicate that this Thanksgiving was unusual, explaining why the author felt the need to celebrate it in an unusual way.
(CHROUS) I have A thankful Heart which don't come easily , but I am sure you can see my thankful heart, Help me Be a man of God, A man who's after Your own heart, Help me show my gratitude and keep in me a thankful heart (CHROUS)
商务英语听说IIIUnit5
Unit 5 Packing and Shipment●Learning Objectives:1.To get familiar with important points about packing and shipment.2.To talk about requirement of packing and shipment.Period 1-2Part I Active ListeningStep 1 Listen to Dialogue 1 -- strong packagea. Listen and read the words and expressions.b.Exercise 1Directions: Mr. Chris Brown and Ms. Li Yan are talking about packing. Listen to the dialogue and choose the best answer to each question.1.What are the toy cars usually packed in?A. Cartons.B. Plastics.C. Wooden boards.2.What will they use at each corner of the carton?A. Metal material.B. Metal angels.C. Strong plastic material. 3．How much will they charge for packing?A. 3% of the total cost of the goods.B. 5% of the total cost of the goods.C. 3% of the total profit of the goods.4．How does Mr. Brown want the goods to be delivered?A. By land.B. By air.C. By sea.5.When does Ms. Li Yan guarantee Mr. Brown that he will receive the goods?A. Early October.B. Early November.C. Early December. Answers: C B A C CTapescript:(C—Chris Brown, L—Li Yan)C: Ms. Li, the next thing I’d like to bring up for discussion is packing.L: The toy cars are usually packed in cartons.C: I’m afraid the cartons may not be strong enough for transportation.L: Don’t worry. We’ll pack MQ224 in cartons of twelve pieces each, MU202 in cartons of twenty pieces each. We use metal angles at each corner of the carton.C: So as to protect the goods from damage?L: Yes. Then we put the cartons in containers of different sizes. Our containers are in complete conformity to the specification laid down by the InternationalStandardization Organization.C: How do you charge for packing?L: Packing charge is about 3% of the total cost of the goods. Generally speaking, buyers bear the charges of packing.C: OK.L: Do you want the goods to go by sea or by air?C: By sea, please. Because of the high cost of air transportation, we prefer seatransportation.L: That’s what we think. Cartons are quite fit for ocean transportation and are widely used in our shipments to other continental ports to the entire satisfaction of our clients. C: When can you effect shipment? I’m terribly worried about late delivery.L: An early reply of a formal order from you will help us to speed up shipment.C: I see. I will call my company to send you a formal order no later than next Tuesday.L: If so, we can guarantee you that you’ll receive the goods in early December.C: That’ll be fine. I appreciate your cooperation.L: I hope you’ll be entirely satisfied with this initial shipment.c. Exercise 2 Listen to the dialogue again and decide whether the following statements aretrue (T) or false (F).( F ) 1. Actually, the cartons are not strong enough for transportation.( T ) 2. The topic of this dialogue is about packing.( F ) 3. They will pack MQ224 in cartons of twenty pieces each.( T ) 4. The containers are in conformity to the specification laid down by the ISO.( F ) 5.They will put the cartons in containers of the same size.( T ) 6. Generally speaking, customers bear the charges of packing.( T ) 7. Sea transportation is of a lower price.( F ) 8. Cartons are not really fit for ocean transportation and are seldom used.( T ) 9. A formal order will be sent to Ms. Li’s company no later than next Tuesday.( T ) 10. It will be the first shipment by Ms. Li’s company to Mr. Brown’s.Step 2 Active ListeningListen to Dialogue 2-- punctual shipmenta. Learn the words and Expressions about punctual shipment:b.Exercise 1.Directions: The man in the dialogue gives some reasons why the shipment by the middle of April is too late. Listen to the dialogue and tick (√)the sentences that indicate the reasons.Reasons√These goods are urgently required by our customers for the shopping season in May.We have already had the schedule.√Our customs formalities will take quite a long time.The weather after that will be terrible.√If you can’t advance your shipment we won’t be able to catch the shopping season.It will be against the contract if it’s too late.TAPESCRIPTM: Now I’d like to know if it’s possible for you to effect shipment during March?W: I’m sorry we can’t effect shipment in March.M: When is the earliest we can expect shipment then?W: By the middle of April, I think.M: That would be too late. These goods are urgently required by our customers for the shopping season in May. Besides, our customs formalities will take quite a long time.If you can’t advance your shipment we won’t be able to catch the shopping season.W: But the problem is that our factory has a lot of back orders on hand so it’s very difficult for us to improve any further on the time.M: An earlier shipment means a lot to us. If we place our goods on the market at a time when all other importers have sold theirs at profitable prices, we shall lose out.W: Let me see. Considering our long standing business relations, we’ll try our best to negotiate with our manufacturers again and request them to advance shipment to thebeginning of April. But the workers will have to work three shifts for that. I thinkthis is the best we can do at present.M: That’s terrific. Then I’ll take you at your word.W: We’ll do everything we can to ensure punctual shipment.M: I don’t know how to thank you enough. I hope the volume of trade between us will be even greater in the future.c. Exercise 2Directions: Listen to the dialogue again and answer the following questions.1. When is the earliest time they can expect the shipment?2. Why is it very difficult for them to improve any further on the time?3. What will happen if we place our goods on the market at a time when all other importers have sold theirs at profitable prices?4. When will they try their best to advance the shipment?5. How will the workers have to work to ensure punctual shipment?Step3 A Passage on packinga.Listen and read the words and expressions.b．Finish Exercise 1Directions: Listen to a passage about packing and write down the functions of packing.The functions of packing can be summarized as follows:1. _____containment______________2. ______protection_____________3. ____performance_______________4. ______communication_____________TAPESCRIPTIn international trade, most goods need packing. Packing is one of the important ways to realize the value of commodities. Generally speaking, only packed commodities can enter into the circulation field, and attain the commercial value and use value of the goods. Packing can protect the commodity and keep it good in quality and intact in quantity in the circulation process. In the meantime, packing can increase the marketing value of the commodities. It has been estimated that as much as 70% of all the cargo loss can be prevented by proper packing. Therefore, proper and suitable packing is of great necessity and importance.Functions of packingPacking, which has become very important for competition in overseas markets, helps to improvethe image of commodities and is a vital factor directly affecting the sales value and the price.The functions of packing can be summarized as follows:Containment — The basic purpose of packing is to contain the product. Packing permitsproducts to move from their source to the customer and supplies use value of products, which areotherwise useless to the customer who is usually remote from source.Protection — Most products require some degree of protection from the hazards indistribution. Packing furnishes the degree of protection needed to safely transport products fromsource to customer.Performance — Packing aids in transportation, handling, storing, selling and use of the product.This function includes such things as orientation of the product, ease of identification, appropriatequantity, ease of disposal and handling features.Communication — The packing must identify its contents and inform about packingfeatures and handling requirements. It generally provides space for shipping information as well.c. Finish Exercise 2Directions: Listen to the passage again and fill in the blanks with the words you hear.In international trade, most goods need packing. Packing is one of the important ways to (1) the value of commodities. Generally speaking, only (2) commodities can enter into the (3) field, and attain the (4) value and use value of the goods. Packing can (5)the commodity and keep it good in quality and (6) in quantity in the circulation process. In the (7),packing can increase the marketing value of the commodities. It has been (8) that as much as 70% of all the cargo loss can be prevented by (9) packing. Therefore, proper and suitable packing is of great (10) and importance.Step 4 Part II Fun BreakDirections: Listen to a story and retell it to your partner.TAPESCRIPTOnce upon a time a teacher and his student lay down under the big tree near the big grassarea. Then suddenly the student asked the teacher. “Teacher, I’m confused. How do we find our soul mate? Can you please help me?” Silent for a few seconds, the teacher then answered, “Well, it’s a pretty hard and an easyquestion.” The teacher continued, “Look that way, there is a lot of grass. Why don’t you walk there?Please don’t walk backwards, just walk straight ahead. On your way, try to find a blade (叶片) ofbeautiful grass and pick it up and then give it to me. But just one.”The student said, “Well, OK, then... wait for me...” and walked straight ahead to the grassyfield. A few minutes later the student came back. The teacher asked, “Well, I don’t see a beautiful blade of grass in your hand.” The student said, “On my journey, I found quite a few beautiful blades of grass, but Ithought that I would find a better one, so I didn’t pick it. But I didn’t realize that I was at the endof the field, and I hadn’t picked any because you told me not to go back, so I didn’t go back.” The teacher said, “That’s what will happen in real life.”Period3-4Part III Additional Listening▲shipmentListen and learn the new words and expressions:▲Exercise 1Directions: The following sentences are not arranged in the same order as presented in the passage. Listen to the passage and rearrange them.1.Of course, since the importer is so far away and cannot conveniently make such arrangements he may ask the exporter to do it on his behalf.2. After a contract is confirmed, the exporter will prepare the goods for shipment and book shipping space under the terms of CIF or CFR while on FOB basis it will be arranged by the importer.3. Shipment is an obligation of delivering the goods by the seller.4. The Shipment Clause is an integral and important part of a contract signed between the importer and the exporter.5. After the goods are placed on board the exporter shall give the importer shipping advice.Answer: (4) (3) (2) (1) (5)TAPESCRIPTShipment covers rather a wide range of work, such as booking shipping space, chartering ships, making customs declaration, etc.The Shipment Clause is an integral and important part of a contract signed between the importer and the exporter. It involves the time of shipment, the port of loading and destination, means of conveyance, the shipping documents, etc.Shipment is an obligation of delivering the goods by the seller. The seller loads the goods onto a vessel to get the shipping documents and sends them to the buyer for a performance of the contract. Before shipment, the importer generally sends his shipping requirements to the exporter, informing him in writing of the packing and shipping mark, mode of transportation, etc., known as the Shipping Instruction.After a contract is confirmed, the exporter will prepare the goods for shipment and bookshipping space under the terms of CIF or CFR while on FOB basis it will be arranged by theimporter.Of course, since the importer is so far away and cannot conveniently make sucharrangements he may ask the exporter to do it on his behalf. When the goods are ready forshipment and the carrying vessel is ready it is the duty of the exporter to see to it that the goodsare placed on board the carrying vessel, following which the exporter will get from the shippingcompany a Bill of Lading. After the goods are placed on board the exporter shall give theimporter shipping advice.There are many modes of transportation in international trade. For example, ocean transportation, road transportation, railway transportation, air transportation, combined transportation, parcel post transportation, pipe line transportation, inland water transportation andland bridge transportation. Among them, ocean transportation is the most important mode atpresent.▲Exercise 2Directions: Listen to the passage again and write down the missing words or sentences.Shipment is an (1) of delivering the goods by the seller. The seller loads the goods onto a vessel toget the shipping documents and (2) them to the buyer for a performance of the contract. Beforeshipment, the importer (3) sends his shipping requirements to the exporter, informing him inwriting of the packing and shipping mark, (4) of transportation, etc., known as the ShippingInstruction. After a (5) is confirmed, the exporter will prepare the goods for shipment and book (6) under the terms of CIF or CFR while on FOB basis it will be arranged by the (7) .Of course, since the importer is so far away and cannot conveniently make such arrangements hemay ask the (8) to do it on his behalf. When the goods are ready for shipment and the carryingvessel is ready it is the duty of the exporter to (9) it that the goods are placed on board the carryingvessel, following which the exporter will get from the shipping company a Bill of Lading. (10).▲Activity One▲Directions: Watch the video and answer the following questions.1. Who has some special packing requirements for the order?2. How does David want the boards to be wrapped?3. Which word does David want to be marked on the cartons?4. Why does David want the word marked on the cartons?▲TAPESCRIPTH & T has begun producing speakers for a major computer company. David, an executive with that company, is discussing packaging with Joanna Wood.(J—Joanna, D—David)J: I understand that you have some special packing requirements for your order.D: Yes, we do. First of all, we would like the boards to be wrapped in some type of bubble wrap.J: OK. That’s standard for all our boards.D: Can you also wrap them in foam cartons instead of the regular plastic?J: That’s no problem, but there will be a small additional fee.D: That’s acceptable. Also, we want to make sure that we use really strong boxes, and that the boards are very secure inside.J: We’ll take care of that. Anything else?D: Yes. Mark on the cartons “fragile”.J: That’s customary, as well.D: I know that this is a lot of trouble, but in the past, we’ve had a lot of problems with the shipping of parts.J: I understand perfectly, David. A little extra trouble and expense now is what will guarantee a top quality finished product.D: I’m glad we see eye to eye.J: Me too.▲Activity Two:Directions: Talk about packing with your partner. The following questions are for your reference.◆Do you think packing is important? Why?◆ What are the functions of packing?◆ When packing, what should be paid attention to?◆ What kinds of materials are often used to pack?◆ What kind of packaging catches your eye? Why?。
综合英语3 unit5
Unit 5 Creating a Caribbean Spring Festival
Part 1: Communicative Activities
Torch Festival, Kite-flying Day…
Unit 5 Creating a Caribbean Spring Festival
Part 1: Communicative Activities
Expressions for time before and after a festival
Unit 5 Creating a Caribbean Spring Festival Part 1: Communicative Activities
Listening script
3. Because the kind of work they did, my parents had to move from village to village, first in Yunnan, and then in Sichuan, and so I had a good chance to observe the Torch Festival as it was celebrated in different places by different minority peoples.
Unit 5 Creating a Caribbean Spring Festival
Part 1: Communicative Activities Listening script
4. As far as I know, this festival is celebrated by various national minorities in China’s Southwest, including Yizu, Baizu, Hani, Lisu, Naxi, Pumi, and Lahu. The Torch Festival usually begins in early June or on the 24th or 25th of the month, and it often lasts for three days.
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Main Idea
A growing number of customer rage incidents occur, creating serious problems for service organizations.
Service organizations are most vulnerable to customer rage incidents due to its “real-time” character and uncontrollable customer behaviors.
商务英语综合教程 第三册
Unit Five
Customer Management
Why do customers complain? Is that true that customer complaints are always a hassle to the organization? Why or why not?
Learning Objective
• To understand the importance of dealing with customer complaints properly;
• To know the effective techniques of defusing hostile customers;
• 2. Unfriendly interactions can escalate to rage if the customer or the employee hits the other’s hot button with an inappropriate comment, wrong gesture, or other insult.
Service organizations are often to blame for some customer rage incidents, so it is important for management to take a systematic approach to preempt, defuse and remedy the situation before, when and after the incidents occur.
System 迪斯尼的虚拟排队系统
• incense • crumble • enrage • adjacent
• constrain • scrutiny • prompt • preempt
Structural Analysis
Parts Part I
Part II
Paras. Paras. 1~6
• 5. 面对说话尖刻的顾客员工必须低声 回答使其也能降低声调，因为顾客大 动肝火的时候许多员工和其他顾客也 在场。
• 3. A casual observer of our society might conclude that we become more aggressive, more abusive, and less tolerant of frustration over time.
• 4. 在某些极端的案例中，顾客愤怒事 件最终发展为对员工进行人身攻击甚 至是谋杀的极端情况。
Learning Points Lead-in
Text A Text B
Unit Five
Exercise & Quiz
• Read the conversation between the customer and the employee.
• What do you think of the behavior of the customer?
• Do you like the wቤተ መጻሕፍቲ ባይዱy the employee responds to the customer? Why or why not?
• Express Lane 快速通道
• Customer Segmentation客户细分 • Profiling剖析人物特征以判断其行为方式 • Disney’s Fastpass Virtual Queue
Part III Paras. 11~12
Part IV Paras. 13~18
The task of identifying likely hostile customers is difficult because of the potential risks of causing discrimination.
• To explore the pros and cons of customer divestment;
• To know how to forestall and cope with air rage;
• To acquire theme-related words and expressions and apply them in real situations.
Translation Exercise
• 1. In addition, service quality provided by such organizations is variable due to the “real time” character of service delivery and the many uncontrollable elements that combine to create customers’ service experience.
• As a customer, have you ever lost temper and shouted at service staff or have you ever seen other enraged customers or got involved in customer rage incident? What happened then?