体验商务英语3U11Ethics解读
体验商务英语综合教程3（第二版）Unit8-Reading翻译
体验商务英语综合教程3（第二版）Unit8-Reading翻译第一篇：体验商务英语综合教程3(第二版)Unit 8-Reading翻译激励优质员工一个组织鉴别、吸引和留住优质高绩效的能够开发制胜战略的员工的能力已经成为确保竞争优势的决定性因素。
与发掘相比，我们更容易对优质的员工下定义。
他们具有显而易见的无限精力与热情，即使在糟糕的日子里也能用他们的品质照透这一天。
他们充满点子，能够高速有效地完成事项。
除了鼓舞士气的讲话，他们还会以身作则启发他人。
像这样的员工能够把组织推向越来越好的高度。
问题是具备这种品质的员工对于竞争对手是充满吸引力的，很可能被竞争对手物色。
这样的员工流失所造成的财政冲击是巨大的，包括高昂的培训费用和生产力和灵感的流失。
然而，并非所有的效率高的员工都是被偷走，有一部分是自己离开的。
通常效率高的员工离开是因为组织不知道如何留住他们。
太多的雇主对于效率高的员工，尤其是对于那些年轻的员工的议事日程没有察觉到或是漠不关心。
组织应该考虑到这样的员工可能如何看待重要的激励因素。
金钱仍然是重要的激励因素，但是组织不应该认定它是唯一有影响的因素。
事实上，效率高的员工常常理所当然地认为他们会得到良好的财政配套。
他们会从其他来源寻求动机。
权力下放对于新人来说是尤其重要的驱动力。
效率高的员工会争取以创新意识感受到自己拥有一个项目。
聪明的雇主会提供这个机会。
工作的挑战是对于效率高的员工的另一个重要的动力。
如果这样的员工觉察出他们的组织对于前进方向没有意识，他们很容易就失去动力。
自我发展的平台应该被提供。
效率高的员工非常渴望增强技能和完善他们的简历。
为再生提供时间是组织留住效率高的职工的另一个重要的方式。
工作内容需要变化，创造性思维和掌握新技能的时间应该可得。
提供教练或者导师的做法表明组织对个体发展快速跟进的承诺。
个体在能够依靠好的行政支援的环境下表现良好。
他们不想感觉到他们为组织赢得的成功由于他人的不称职或者后勤保障区的疲软而丢失。
体验商务英语综合教程3第二版重点词汇
体验商务英语综合教程3 第二版重点词汇Unit1P6 AValue for money 花钱值得luxurious 奢侈的，豪华的timeless 不受时间影响的Well-made 做工考究的top of the range 高端的durable 耐用的inexpensive 便宜的cool 酷的Reliable 可靠的stylish 流行的(有型个性)fashionable时髦的（潮流时尚）Well-designed 精心设计的P7 ABrand loyalty 品牌忠诚度 the tendency to always buy a particular brand brand image 品牌形象 the ideas and beliefs people have about a brand brand stretching 品牌扩张 using an existing name on another type of product brand awareness 品牌意识 how familiar people are with a brandbrand name 品牌名字 the name given to a product by the company that makes itproduct launch 产品发布 the introduction of a product to the market product lifecycle 产品生命周期 the length of time people continue to buy a productproduct range 产品范围 the set of products made by a companyproduct placement 植入式广告 when products are used in films or TV programmes product endorsement 产品代言 the use of a well-known person to advertise productsBrand positioning 品牌定位P8Gross margins 毛利润Manufacturing 制造业Solely 唯一的Low-cost market 低成本市场Outsources 外包Licensing arrangement 特许授权Flagship store 旗舰店Offshore 离境；海外Country of origin 原产地Identify the marker 确定产品来源或制造者Simplify product handing 简化产品，操作和追踪Organize accounting 帮助组织进存货和做会计记录Offer legal protection 提供法律保护Unit2P14 B1 not enough leg .....room....... 没有足够的伸腿空间2 lost or delayed ......luggage......... 遗失或延迟行李3 long .......queues...... at check-in 签入时的长队列4 poor quality ........food......... and drink 质量差的食品和饮料5 no baggage ........trolleys...... available 没有可用的行李手推车6 overbooking of ........seats........ 超额预订座位7 flight delays and .......cancellations........ 航班延误和取消8 ....jet.....- lag 时差（飞机时差反应）P15 A1 subway h) underground 地铁2 city centre k)downtown 市中心区3 carry-on baggage i) hand luggage 手提行李4 one way f)single 单程票5 return j) round trip 往返旅行6 freeway a)motorway 高速公路，快车道7 rest room c) public toilet 公共厕所8 elevator b)lift 电梯，升降机9 coach class e) economy class 经济舱10 timetable d) schedule 时刻表11 car park g) parking lot 停车场 BEReading1 mass market 大众市场 niche market 缝隙市场/利基市场2 a steep climb 急剧攀升3 stem from 来自，起源于（因为）4 mass unrest 大规模骚乱5 mid-flight 飞行途中6 be at fault 对某事负责7 cabin ventilation 客舱通风设备8 optimum 最适宜的 9 aviation fuel 航空燃料10 be in the front line 奋战在第一线的人11 stiffer penalty 更严厉的惩罚12 concession 让步P19 skillsExtension 分机Be engaged 太忙而不能接电话，繁忙/电话占线UNIT3P22A reserved parking space 专用车位Flying business class 商务舱Have fixed working hours 有固定的工作时间P23Subsidiary子公司Head office 总公司Call centre 呼叫中心Distribution centre 分配中心Warehouse仓库Branches/outlets分店分销店Bureaucratic 官僚主义的Bureaucracy 官僚主义Centralised 中央集权的Conservative 保守的Decentralised 权力下放Democratic民主的Hierarchical 等级制度的Hierarchic 等级制度Impersonal 没有人情味的Marketing-driven 以市场为导向Progressive 进步的革新的P24Cutting-edge 尖端的前沿的Key ingredients 关键要素Budget report 预算报告Eliminated all perks and status symbol 取消特权和身份符号Rigorous exam 严格的考试Time management时间管理，budgeting，people skill 人际交往Decentralising responsibility and authority 下方责任和权利Autonomy 自主性Accountability 责任感Performance benchmarks 评判的标准Rate=evaluateP25Measuring performance业绩测定Benchmarks 基准merge 兼并Unit4P31Bottom line 底线Reinvent 改造Discount store 折扣商店Speciality retailers 专门零售商Discounter 折扣Floor space 房屋面积，建坪Vendor 小贩Booth 售货棚，临时货摊Seducing 吸引Merchandise 商品；货物；Upgraded 升级Fitting room 试衣间Lounge area 休息区Computer kiosk 公用电脑亭Shopping carts 手推车Wholesalers 批发商Retailers 零售商Kiosk 小卖部P33 ADownsize 缩小Downgrade 降级Decentralise 权力下放Deregulate 解除管制；解除控制；Upgrade 提升Reorganise 重组Retrain 重新教育，再教育；Redevelop 重建，重新开发；Relaunch 重启relocate 迁移；重新安置；Restructure 重建；调整；重组；B1.It is now so expensive to rent offices in the city center that many companies are relocating to the suburbs.2.The company has recently had to downsize its workforce. Reducing the number of employees is the best way to stay profitable in the current economic climate.3.Excellent customer service is vital to keep up with the competition. The company has introduced new working practices and is retraining all part-time staff.4.The seating plan in our office has been reorganized to accommodate new staff.5. Our product hasn’t been selling well recently. The marketing team has decidedto relaunch the product with a more up-to-date image.6. The company has noticed that too many decisions are made at head office. It is decentralizing the decision-making process so that branch managers are more involved at an earlier stage.7. The company has finalized the plans to redevelop the disused car park site. It is going to become a model in three-storey office block.8. The most successful change in Our company was the decision to restructure the company hierarchy. Now there is more opportunity for promotion.P35Open-plan-office 开放式办公室Hot-desking 办公桌轮用制Unit5毛利润Gross margin:diference between the selling price of a product and the cost of producting it经济衰退 recession: a period of time when business activity decreases because the economy is doing badly股份 shares: equal parts into which the capital or ownership of a company is divided欠款debt: money owed by one person or organisation to another person or organisation .股票市场 stock market: a place where company shares are bought and sold .投资 investment: money which people or organisations put into o business to make a profits每股收益 earings per share are a company's profits divided by the number of its shares预测 A forecast is a discription of what is likely to happen in the future . 破产 bankruptcy is when a person or organisation is unable to pay their debts 利息 A dividend is a part of the profits of a company paid to the owner of shares 税前利润 Pre-tax profits are the money a business makes before payment to the goverment收入 Revenues are money which businesses receive selling goods and servicesIn our home markets it has been another excellent year. forecast for Pre-tax profits are up by ￡ 23 million, and the ____forecast_______ _____________ the next quarter is equally good. Profits from abroad are down because of a _____recession_______ recession in Japan. However, our performance overall has been good, and the __earnings per share__ have dividend will be increased to 4.3p increased to 26.4p and the _____dividend______ per share, which will please our shareholders. We plan to issue new ___shares______ in order to finance expansion in Asia. We also plan to increase our __investment__ in plant andequipment before entering the Chinese market. We are particularly pleased with our performance in France and Germany where ___profits_______ have increased. As a result of using a new distributor, our costs fell, giving us a ________ gross margin_______ of 40 percent on our main product line. We will use any extra cash debt to reduce the level of our _debt______. Our performance in Italy should improve significantly following the _______ bankruptcy_____ of our biggest competitor. However, we should not become too satisfied with our share price as economic __revenues__ will continue to conditions remain uncertain and the __revenues_________ reflect this. Share prices will not rise in the short term.Unit8These days many applicants submit their(1)CV/resume speculatively to companies they would like to work for. In other words, they do not apply for an advertised job but hope the employer will be interested enough to keep their CV on file and contact them when they have a vacancy. When replying to an advertisement, candidates often fill in a/an (2)application form and write a/an (3)covering letter. The employer will then invite the best candidates to attend a/an(4)interview. Sometimes candidates will take a/an(5)psychometric test before the interview to assess their mental ability and reasoning skills. These days it is normal for successful candidates to have to work a/an(6)probationary period in a company. This is usually three or six month; after that they are offered a permanent post.Unit9书78页Barriers障碍 open borders开方便接 free port 自由港Developing industries 新兴行业 dumping 倾销 tariffs 关税Strategic industries 战略性行业 restrictions 限制Quotas 定额 laisser-faire 自由放任 liberalise 使自由Customs 海关 deregulation 解除管制 subsidise 补贴Regulations 监管市场 government intervention 政府干预。
体验商务英语3 U11 Ethics
Business Brief: business ethics
The treatment of employees
Policy of equal opportunities, or in the US, an affirmative action program, ensures that people are recruited and promoted on the basis of merit and not discriminated against on the grounds of race or gender.
Sept. 2011, Guangdong university of business studies ©huanghua &HEP
Starting up
c) A mission statement is a document in which a company sets out its general approach to doing business and/or its objectives. Not all companies have mission statements, and they can vary from a single sentence (Microsoft‟s is „A computer on every desk and in every home‟.) to several pages. 宗旨 That is business philosophy
Vocabulary: Honesty and dishonesty Reading: Battling big tobacco Reading Comprehension Questions
体验商务英语视听说unit3 ppt课件
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Extra activities:
Name Company Urgent Can wait Tel. No.
Message Form
Linda Burne SCI International
By how much points did the Dow Jones index fall? ___5__0_8__p_o__in_t_s____________________________
What percentage was this? ___2__0_%___________________________________
√ 0181 442 5655, ext 39
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Listen to two alternative versions of a similar situation involving two men called Buxton and Roberts. Which one of the four sentences describes the first conversation and which one describes the second conversation?
What do the two pictures show?
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Find the terms which mean the following:
1. what a company owns: assets 2. the total amount of sales: turnover 3. what a company owes: liabilities
体验商务英语(第二版)课件第3册Unit 11 Ethics
UNIT ELEVEN ETHICS
MARKET LEADER BOOK THREE
Warmer: vocabulary notes
satisfying customer needs with products and services, without harming the environment and in a way that benefits employees, suppliers and society as a whole.
5. Insider trading: the illegal practice of trading on the stock exchange to one's own advantage through having access to confidential information.
6. Industrial espionage: The use of clandestine (secret) methods to acquire secret information for commercial advantage.
Honesty and dishonesty
A Which word is different from the others in each set?
1. trustworthy
law-abiding
corrupt
2. a slush fund a sweetener
商务英语-business-ethicsPPT课件
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PartⅠ
BUSINESS ETHICS
Definition:
business ethics is moral principle and standard that person should observe in the business world.
business
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PartⅠ
• In our daily lives,we can approach many business information.
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PartⅠ
•Does the companies just pay their attention to the profit,ignoring any other things?
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Part Ⅱ
Business Ethics Cases
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PartⅡ
• CASE:the milk incident of San Lu Group
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PartⅡ
• sanlu milk was tainted by melamine(三聚氰胺), in order to increase the content of protein,which was illegal.
Business ethics
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Roadmap
PartⅠ What is Business Ethics? PartⅡ Business Ethics Cases Part Ⅲ Benefits of managing ethics
体验商务英语综合教程三(第二版)答案Unit 1 Brands汇编
Discussion Why do people like brands?
a) To consumers - Make shopping a lot easier -Buy reliable products (value for money, durable,
stylish, well-designed) - High-prestige brands enhance one's status
b) To manufacturers - Own instantly recognisable products - Associate specific qualities with the brand
(value for money, quality, safety) - Gain greater customer loyalty - Make more profits - Launch related products under the same brand
Cover various functional areas: marketing, advertising, human resources, production, trade and etc.
Focus on: business knowledge and communication skills；analytical skills and problem-solving skills.
Starting up
• Homework
• 1). Vocabulary: Brand management Ex A, B on P7 • 2). Reading: Made in Europe Ex A, B, C, D on P8
《商务英语阅读》第11单元译文
第11单元消费者管理行为的重要性本文介绍了消费者行为以及消费者行为对全世界企业生死攸关的作用。
世纪之交，理解消费者行为对于全世界企业的成功更加重要。
在本文中，我们定义了消费者行为的概念，确定了不同类型的消费者和消费角色，阐明了它们的领域。
本文也讨论了消费者行为对于企业目标实现的重要性。
并且讨论了如果企业采取以消费者为中心的战略，企业有哪些竞争优势。
消费者行为的概念消费者行为指那些能够导致支付、购买、使用商品和服务的决策行为的个人和企业消费者的心理、身体活动。
消费者行为的定义包括人们的各种活动和承担的不同角色。
图11—1阐释了消费者行为的不同方面，它们超出了营销人员对消费者行为的传统定义。
图11—1 消费者的类型、角色和行为消费者类型通常，消费者指对营销人员或厂商完成交易起一定作用的个人或组织。
企业消费者可能以家庭成员或公司代表的身份进行交易。
所以，我们说的消费者的定义包括了家庭和企业市场的消费者行为。
传统观点认为，消费者（consumer）仅仅指消费品市场，而产业市场的顾客叫做顾客（customer）。
在本文中，我们把两个市场的顾客都叫做“customer”。
实际上，教科书中比实际应用中更多地出现“consumer”这个词，其意指消费品市场。
例如，零售店把它们的老主顾叫做“顾客”,而不叫做“消费者”。
公共事业公司（煤气公司、电力公司以及电信公司）、金融机构（银行、信用卡发行公司等）、服务性质公司（草坪维修、缝纫、干洗等），甚至包括个人服务提供机构（如算命人、按摩师、从事打眼文身等服务的小店等）都是这样称呼。
个人服务提供机构是指把消费品市场的个人作为服务对象的机构（如律师事务所、房地产公司以及纳税顾问），或者从他们承担的具体角色来说（医生称其顾客为病人，教育者称其顾客为学生，募捐者称其顾客为募捐人等等）。
只有那些不与产品最终使用者打交道的那些生产商称其顾客为“消费者”（如宝洁公司、强生公司、卡夫食品公司、通用食品公司等将产品的最终使用者称为“消费者”）。
新编剑桥商务英语unit11课件
E. It guarantees to pay growers a fixed proportion for their coffee, which is above standard market rates.
(1)____B_______. For example, in Ethiopia alone, 15 million people depend on
LOGO
LOGO
of 50,000 coffees a year, or 200 coffees a day. Factor in these additional costs and we are probably talking about a break-even total of 400 coffees a day.
加热煮出来的浓咖啡） caffein(e) n. 咖啡因 addiction n. 嗜好，瘾 disparity n. 悬殊，差异 charities n. 慈善团体，善举 coffee shop chains 连锁咖啡店，连锁咖啡屋 gross domestics product (GDP) 国内生产总值 staple crop 主要作物 mark-up 涨价，标高售价
1) Is there a large disparity between rich and poor in your country? The top 20% of the population consumes 50% of overall national income, while the bottom 20% have to make do with a mere 4.7%.
体验商务英语综合教程3-课文翻译（全）
第一单元欧洲制造除顶级奢侈品牌外几乎所有的时尚品牌都或者已经在亚洲生产，或者正在考虑这样做。
美国皮具制造商蔻驰（Coach）是一个典型的例子。
在过去的五年中，它通过完全在低成本市场生产已经提高了毛利率。
2002年3月它关闭了在波多黎各拉雷斯的工厂（公司拥有的最后一家工厂），将所有产品全部外包。
巴宝莉（Burber ry）在亚洲有许多特许授权安排，2000年它决定给日本三洋公司的特许授权延长十年。
这意味着按零售价计算巴宝莉几乎一半的销售额将是亚洲授权生产的。
但是同时，日本的顾客却偏爱该集团欧洲生产的产品。
为了应对这种对巴宝莉在亚洲工厂所生产产品的需求，三洋公司在东京银座开设旗舰店，出售从欧洲进口的巴宝莉产品。
在《金融时报》的采访中，许多企业高管表示，消费者认为顶级的奢侈品牌来自欧洲，在亚洲尤为如此。
古琦（Gucci）的多米尼克·德索尔说：“无论如何，亚洲的消费者只相信：奢侈品来自欧洲，而且一定是那里制造的最好。
” 古琦的控股公司（Pinaul t Printe mps Redout e）的首席执行官塞格·温伯格说，公司不会将古琦的生产线移到海外。
然而一些业内人士认识到，就算对豪华奢侈品牌而言，这种变化也将来临。
普拉达（Prada）的首席执行官帕特里齐奥·埃特里说：“‘意大利制造’的标签很重要，但我们真正提供的是一种风格，风格是文化的表现”。
因此，他认识到高品质的时尚产品并非总是要在意大利生产。
欧洲工商管理学院市场营销系的Am itava Chatto padhy ay教授说：“品牌就是消费者心中的一系列联想，其中之一就是原产地。
对于奢侈品，品牌的作用至关重要。
破坏它是一种弥天大罪。
体验商务英语综合教程3中文双语对照版
体验商务英语综合教程3 第二版双语对照版Unit1 Made in Europe 欧洲制造Almost every fashion label outside the top super-luxury brands is either already manufacturing in Asia or 5 thinking of it. Coach, the US leather goods maker, is a classic example. Over the past five years, it has lifted all its gross margins by manufacturing solely in low-cost markets. In March 2002 it closed its factory in Lares, Puerto Rico, its last company-owned plant, and outsources all its products.除了顶级奢侈品牌外几乎所有的时尚品牌都已经在亚洲生产，或者正在考虑这么做。
美国的皮革商品制造商蔻驰（Coach）就是一个经典的例子。
在过去的五年中，它通过仅在低成本市场生产来提升毛利率。
在2002年的3月，它关闭了在波多黎各拉雷斯的最后一间公司所属工厂，将所有产品全部外包。
Burberry has many Asian licensing arrangements. In 2000 it decided to renew Sanyo's Japanese licence for ten years. This means that almost half of Burberry's sales at retail value will continue to be produced under license in Asia. At the same time however, Japanese consumers prefer the group's European-made products.巴宝莉（Burberry）在亚洲持有许多许可授权安排。
体验商务英语综合教程3 U11-U13课文双语版
商英Unit 11Trustworthy 可靠的law—biding 守法的corrupt 贪污的A slush fund 行贿基金 a sweetener 贿赂compensation 补偿Insider trading 内幕交易industrial espionage 工业间谍disclosure n.揭露,被泄露的丑闻A whistleblower 告密者 a fraudster 骗子 a con artist 骗子A bribe 贿赂 a bonus 奖金 a commission 提成Fraud 诈骗secrecy 保密integrity 正直的A confidentiality agreement 保密协议 a cover up 隐瞒 a white wash 洗白1.Our company does nothing illegal. We are very law—abiding。
2.We’ve got a slush fund which is used in countries where it is difficult to do business without offering bribes.3.Their car looked so much like our new model，we suspect industrial espionage.4.They fired him because he was a whistleblower. He informed the press that the company was using under-age workers in the factory。
5.He denied accepting a bribe when he gave the contract to most expensive supplier.6.I admire our chairman. He’s a man of his word and is greatly respected for his integrity。
人教版英语第三册(必修)Unit 11语言点详解(江苏省石庄高级中学06届高三用)(人教版高三英语上
Language points第一部分（课文Making the Team Work前面出现的）1.criterion 复数criteria :标准：一种借以作出判断或决定的标准、准则或测试.What criteria do you use to judge a good wine?你用什么标准判断酒的好坏？Our proposal failed to meet the criteria established by the government so they gave us no money.我们的建议不符合政府确定的标准，因此他们不给我们钱。
In order to apply for this position, applicants MUST meet the following criteria.要想申请这个职位，申请者必须符合下列标准。
criteria指用于检测、评判质量的标准,不管是否成文 standard表示法定的,权威的度量货质量标准2. Do you stick with your friends through thick and thin? What is the moment for you to pull out of a friendship?▲stick with和某人在一起，支持某人，和某人保持联系或继续做某事Stick with me and you’ll be all right.有事来找我，你就没有问题了。
I’ll stick with your decision on this issue . 我支持你在这个问题上的决定。
I hope you’ll stick with this job until next year .我希望你做这项工作做到明年。
If you stick with it, your performance will gradually get better.如果你坚持不懈的话，你的能力就会渐渐增强的。
体验商务英语3课文reading部分翻译
体验商务英语3课文reading部分翻译第一篇：体验商务英语3课文reading部分翻译第五单元如何选择最好的求职者——同时剔除最差的在招聘和培训每一个刚毕业的新职员上投资数千英镑可能仅仅是个开始。
用人不当可能使一个公司为此在未来几年内付出代价。
极少有公司能完全避免以下的用人失误：有的人一有点压力就恐慌；有的人拥有高学历却没有学习新事物的能力；有的忧郁症患者有惊人的缺勤记录；还有不安分的人后来发现是贼或比贼还糟。
还有一种没有这么戏剧性，但是也好不到哪里去的情况：就是那些人有的完全不符合期望；有的不是十分称职；有的没有抱负，甚至无法表现平稳；有的人意识不到自己的潜力，未来对于他们来说是渺茫的。
在招聘阶段要牢记的第一点是：人是不会改变的。
人的智力水平在职业生涯中会小幅下降，但变化不大；其他诸如学习语言和处理数字等能力也是如此。
大多数人认为性格是可以改变的，尤其是那些较负面的性格特征，如焦虑，没有自尊，冲动或感情冷漠等。
但50多年来收集到的数据显示了一个明确的答案：性格在多年后仍然稳定。
性格外向者可能会变得有点没那么外向，敏感害羞者也是，但他们的基本性格还是维持不变。
个人危机可能会影响我们处理事情的方式：我们可能会开始或放弃酒精、药物、宗教信仰或放松技巧，而这有着相当显著的作用。
人的技能是可以提高的，也可以学会新的，但是速度不同。
人们可以为了工作而接受训练。
就像政客能仔细地通过衣着、发型和演讲专家重新包装自己一样，企业可以送员工参加培训班、专业课程或周末实验。
但这些都需要付出代价，而结果的价值往往大于培训的价值。
（选择求职者的时候，）最好选择你实际看中的，而不是你期望改变的。
第二篇：商务英语部分课文翻译[小编推荐]Hard work doesn’t always payDoes it ever make sense to contribute your labour free of charge? Matthew Lewis, then an out-of-work masters graduate, decided it did.Sadly, the introductions to employers promised in lieu of a salary never materialised.Instead, he spent six months interning at a business development consultancy making sales calls without pay or commission.“I did the same job as the guys who hired me – but they were salaried and I wasn’t,” he says.付出劳动但不收取报酬有任何意义吗？当时正处于失业状态的硕士毕业生马修?刘易斯(Matthew Lewis)曾经断定，这么做确实有意义。
英语泛读教程3第三册课文翻译UNIT11
UNIT11非言语交际话语的影响力受说话的方式影响。
在讲话的时候，非言语交际是一个至关重要的因素，你可以在适当的场合使用适当的面部和身体运动。
设想你在参加一个晚会。
晚会期间你对周围的人有了种种印象。
艾伦看上去悠然自得，性情平和。
玛格丽特却是神经紧张，性格暴躁。
卡伦落落大方，直言快语；而埃米却是心存芥蒂，言辞含糊。
埃里克见到你很高兴，而马克则明显不是。
你是怎样得出这些结论的?令人吃惊的是，你得出这些结论并不是基于人们说了些什么话，而是由于他们以非言语方式，――即通过他们的姿势、手势，和面部表情所表达出来的东西。
假设你坐在马克旁边，他说，“这个晚会太棒了。
非常高兴今晚能和你在一起。
”然而，他的身体却微微挪到一边，并不断地看屋子对面的某个人。
不管他嘴上如何说，你知道那晚他并不高兴和你在一起。
在进行演讲时，类似的事情也往往发生。
下面一则故事讲的就是一个学生最初两次在教室里所作的演讲，以及每次演讲时他的非言语行为所产生的效果：丹·奥康纳的第一次演讲并不很成功。
尽管他事先选择了一个很有趣的话题，做过仔细的研究，并非常认真地练习过，他却没有考虑到非言语交际的重要性。
轮到他讲时，他的脸掠过惊恐的神色。
他像个死囚犯似的从椅子上站起来，步履沉缓地走上讲台，那样子像是走向断头台。
他说的相当不错，可演讲的同时他的那双手却自行其事。
他的手一会儿摆弄他的演讲稿，一会儿抚弄衬衫上的扣子，一会儿又在讲台上敲打。
整个演讲过程丹低着头，并不断地看表。
不管他嘴里在讲什么，他的身体在表明，“我可不想在这儿！”最后终于讲完了。
丹跑向他的座位，一下子瘫在位置上，如释重负的样子。
不用说，他的演讲不怎么成功。
幸运的是，人们指出他在非言语交际方面的问题时，丹认真地去改正。
他的下一次演讲就完全两样。
这次他从座位上站起来，迈着大步很自信地跨上讲台。
他控制着双手，集中注意力与听众进行目光接触。
这确实是个进步，因为丹和上次一样紧张。
不过，他发现自己越是显得自信，就越变得自信。
体验商务英语(第二版)课件第3册Unit 10 Quality
Customer service
Vocabulary
Quality control and customer
service
10 Unit
QVoucoatbautliaorny
Quality control and customer
service
Quality is remembered long after the price is forgotten.
Customer service is the provision of service to customers before, during and after a purchase. According to Turban et al. (2002), "Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation."
We ......t.e..s..t.e..d....... the product under controlled conditions.
Finally, we .r..e..l.a..u..n..c..h..e..d... the redesigned product in the market.