BusinessCommunicationnew商务英语学习教学课件

1、UNIT One ReceptionLearning Objectives ：Make reservationsMake introductionsStart and encourage small talksMake, receive and decline invitationsEntertain visitorsHave cross-cultural awareness in receiving visitorsSnapshot You work in Helio Co. Mr. Skelton will come to your company from Sydney for a bu

2、siness meeting next Tuesday. Your line manager calls you and asks you to responsible for the entire reception job.SnapshotReturnWhat are the typical stages of the reception? Arranging accommodationsWelcoming visitors(1)_(2)_ Arranging business activities(3)_ Bidding farewellsArranging accommodations

3、Welcoming visitors(1) Greeting and making introductions(2) Starting and encouraging small talks Arranging business activities(3) Entertaining visitors Bidding farewells：Making ReservationsCommunication Knowledge The first stage of an entire reception job is to arrange accommodations for the visitors

4、.What do you need to take into your consideration while making a reservation in a hotel?ReturnTaskReturnYou work in APD Ltd. Your company will have 15 guests (12 are female and 3 male) coming from USA next Tuesday for a trade fair. They will be arriving in your city on Saturday, 21st May. And will b

5、e staying for one week. They will have a six-day meeting in the hotel and a city tour on the last day. Please make a preparation list for making reservations.Preparation Checklist for the USA GroupChecklist for Making a ReservationNumber of guests: _Name:_ (my name and the name of the guests)Telepho

6、ne No:_(mine for confirmation)Duration of stay:_Type and number of rooms:_Service: _(restaurant, entertaining activities)Facilitities:_(conference rooms, shuttle for city tour)The way to pay:_(credit card, cash, etc.)ReturnListening Practice and Acting out: P.4-5Listening and Role-PlayReceptionist:

7、Good afternoon! Holiday Inn. How can I help you?Louisa: Hello! 1)_. I need two rooms for my guests in my name.R: OK. May I have your name please?L: Of course. My name is Louisa Kailer from KAD Couputer System. 2)_.R: Naomi Singh and ANdrea Koss Right, no problem. 3)_ ?L: 4)_.R: Sunday afternoon, 5)_

8、. L: Exactly.R: OK. Anything else I can do for you?L: 6)_.R: Sure, on which day do they need it?L: Um Im not sure about that for now, but I will call you as soon as I make sure.R: OK. I see. L: Thank you very much. Bye-bye. R: Bye.The KeysReceptionist: Good afternoon! Holiday Inn. How can I help you

9、?Louisa: Hello! 1)_Id like to make some reservations_. I need two rooms for my guests in my name.R: OK. May I have your name please?L: Of course. My name is Louisa Kailer from KAD Couputer System. 2)My guests names are Naomi Singh and Andrea Kass.R: Naomi Singh and ANdrea Koss Right, no problem. 3)_

10、When will they be arriving_ ?L: 4) Next Sunday afternoon,and will stay for two weeks.R: Sunday afternoon, 5) will be September5, and leaving on September19.L: Exactly.R: OK. Anything else I can do for you?L: 6) I wonder if you can arrange one conference room for them for two days.R: Sure, on which d

11、ay do they need it?L: Um Im not sure about that for now, but I will call you as soon as I make sure.R: OK. I see. L: Thank you very much. Bye-bye.R: Bye.Acting outPair work.One is Kim wilson, calling to Plaza Hotel to make a reservation. The other is the receptionist, finish the following conversati

12、on with the hints in the brackets. (P.4-5)Cross-cultural FocusNumber 13左边一组是由巴多罗米奥、安德烈、小雅各三人组成。巴多罗米奥好象怀疑自己的耳朵听错了，从座位上跳起来，手按在桌上，面对耶稣，情绪激动；安德烈双手张开，手指向上。夹在中间的小雅各紧张地由背后伸手到第四个人的肩上，形成两组间的联系。这三个人都面向耶稣。右边一组由马太、达太和西门组成。三个人听了这骇人听闻的消息后，自发地谈论起什么来，三人的手都伸向画面的中心。 中右一组是多马、老雅各、腓力。多马伸出一个指头，好象在问老师：“有一个人要出卖你？”和他并坐的老雅各张

13、开两手，作惊奇的表示：“这是多么可怕呀！”年轻的腓力则用双手掩着胸部，似乎说：“难道在怀疑我对老师有背叛行为吗？” 中左一组的彼得、约翰和犹大三人最富有表情，也是画上的主要角色。坐在耶稣旁边的约翰歪着身子眼睛向下，两手手指交叉，有气无力地放在桌上，作出忧愁状。火性的彼得，则情绪激昂，他从座位上跳起，似乎在问约翰，叛徒是谁？他手中已握着一把刚切了面包的刀，无意地靠近了犹大的肋部。而犹大，听了耶稣的话后，情绪紧张，身子稍向后仰，右臂支在桌上，右手紧握钱袋，露出一种抑制不住的惊恐。这十三个人中，只有犹大的脸色是灰 Cross- Cultural Focus-Number 13unlucky in m

14、any countries : western Europe, North America, and Australia. the 13th day of the month, Friday. Floors buildings 12 - 14.A superstition for 13 Egyptians12 steps on the ladder to eternal lifeGood luck charm Belgium, Belgian women：MakingIntroductionCommunication Knowledge: After you get reservations

15、ready, you may meet your visitors at the airport or at the office for the first time. It is neccessary for you to introduce yourself and introduce the others.What to introduce?What is the priority?How to respond?What to introduce? names, positions, sth moreWhat is the priority? lesser authority high

16、er one.How to respond? Nice to meet you! Nice meeting you!Cross- Cultural Focus-appellationHow to address someone?Western countries： customary first names Barack Hussein Obama Jr . BarryIn doubt formal name with title C: Starting and Encouraging Small talkCommunacation Knowledge*1. WHY do people mak

17、e small talks?*2. WHEN do people make small talks?*3. WHAT do people make small talks about?Return*1. WHY do people make small talks?To break an uncomfortable silenceTo fill timeTo be politeTask: p.11-12Listening: P.12-13Acting out: P.13-14Do not*2. WHEN do people make small talks? First time on a g

18、iven daye.g. a co-worker in the lounge sports or weather A break in a meeting or presentation Interrupt talkingReading or writing at officeRecognaize the cue to stop*3. WHAT do people make small talks about?Persional information (salary, divorce);Something good or bad about ones body, but compliment

19、s on cothing and hair are acceptable;Society deems controversial (religion, politics);An issuenot seem comfortable or interested in.weatherCurrent eventsSports newsnewsEntertainment newsDo notD: InvitingCommunication Knowledge- After people get to know each other, they often invite each other to hav

20、e varous entertainments. - Some information about principles in Making, accepting and rejecting invitions.- How?ReturnListening : P.16Dialog-1 Inviting and AcceptingMr. Jones: Mary! I havent seen you since our dinner with Mr. Lee last week. 1)_?Miss Lewis: Oh, hi, Mike. Ive been out of town the last

21、 few days. What did you need? Mr. Jones: Really, nothing big. I just heard about your ideas on employee motivation and I wanted to chat with you about a few things going on in my department.Miss Lewis: Well, 2)_. The doors always open.Mr. Jones: Actually, 3)_. Would you be interested in joining me f

22、or dinner some times this week? 4) _everyones been talking about.Miss Lewis: Sure, Mike. Id love to.Mr Jones: Is this evening too soon?Miss Lewis: No, thats perfect. 5)_.Dialog-2 Inviting and DecliningMr. Jones: Leo! 6)_ on the budget. Were having a get-together after work at Carls Karaoke Club to c

23、elebtate having finished it. Wed love to see you there.Mr. Lee: What fun! Normally Id love to, but Im afraid I have to work late tonight. 7)_.Mr. Jones: Oh, right. Youre busy with that contract. 8)_?Mr. Lee: Unfortunately, I just cant make it this time. I have to go staight home. Its my second weddi

24、ng anniversary, and 9)_. Susan would kill me if I missed it.Mr. Jpnes: Happy anniversary! Sorry you wont be there. 10)_?Mr. Lee: Yeah, maybe. Thanks, any way. Hope you guys have a great time!E: Entertaining VisitorsCommunication Knowledge*It is quite common for you to entertain your guests in the sp

25、are time.*Ways of entertainments:ReturnExample : Listening Practice on Page 18*Various ways of entertainments: There are many ways to provide acceptable local entertainment for visitors. Typical ideas are arts and cultural events such as theatre, cinema, concerts, exhitions, famous monuments and bui

26、ldings, or sports events, such as golf, tourist trips, excursions, restaurants and bars, etc., as well as more private nospitality such as parties, receptions, and possobly invitations to someones home- though this is highly culture-dependent and may be more common in the USA, the UK and some parts

27、of Continental Europe than elsewhere.Task Please give some examples for each of the following ways of entertainments in your city.Ways of entertainment ExamplesTheaterRestaurantHotelGymnasiumFamous monumentFamous sightReturnCross- Cultural FocusGift-Giving Taboos (禁忌). People usually prepare gifts s

28、howing courtesy(礼貌) or appreciation（感谢）. However, different countries have different gift-giving taboos Will you please show some examples?ReturnSummary and AssessmentAssessment:* Work in groups to give a performance of an entire reception.What do you know after learning about the Unit?ReturnUNIT Tw

29、oEmployment CommunicationLearning Objectives-After studying this unit, you should be able to:*analyze what you have and what you want in job-hunting process*eliminate and understand recruitment advertisements*act properly in job interviews*be arare of cultural differences in job-hunting processSnaps

30、hot -You are quite concerned these days. What is bothering you most is that you will graduate from college and you are a little confused with your job-hunting. So you have a discussion with one of your fathers friends, Mr. Mike, personnel manager of DT Corporation. A: Analyzing YourselfThe first sta

31、ge of job-hunting is to analyze yourself. You need to make clear what you have and what you want before you make decisions in the process of finding jobs. How to analyze yourselfThe first stage of job-hunting process is self-assessment. It may include identifying what you want, like your interests,

32、values and career goals as well as what you have, like your skills, accomplishments, experience, personality and educational background.TaskPlease compile your personal information which include what you want and what you have. The following personal data will help you organize your information.What

33、 do I want?Which type of organizations would I choose?Which size of company would I like to work for?Which one do I think is the most important?What working environment do I prefer?Whom do I like to work with?What kind of work do I prefer?What kind of position do I prefer?What do I think of the work

34、ing hours?What are my general career goals?What is my geographic preference?What do I have?What are my top ten skills?What is my educational and training background?What work experiences do I have and what accomplishments do I gain from threse experiences?What kind of person am I?B: Analyzing Job Ad

35、vertisementsAfter you are done with analyzing yourself, the next step of your job-hunting process is to search information from job advertisements which you can learn about different job vacancies.Learning the structure of job adsCompany IntroductionPosition and Job DescriptionQualification for Appl

36、icationMethods of ApplicationTaskP.147-148Listening: P.149Acting out: P.150-152C: InterviewsHandling job interviews is probably the most critical part of the whole job search process.How to prepare for an interview, act properly during and after an interview? (See P. 153-155)How to prepare?*Preparat

37、ions for the interviewCollection of Relevant InformationAnticipation of Interview ContentsPlan for AppearancePreparation for Needed Materials*Etiquettes During the InterviewPunctualityCourtesy*Etiquettes after the InterviewAppreciation by TelephoneAppreciation by MailTasksTask 1P.155-156Task 2P.156-

38、157Listening and Acting out: P. 158-161Summary and AssessmentUNIT ThereNonverbal CommunicationLearning Objectives-After studying this unit, you should be able to:*use appropriate facial expressions in resolving business conflicts*use appropriate gestures in business situations*use appropriate postur

39、es in business situations*keep proper space with others in business situations*control your voice quality in business situations*be aware of cultural differnces in nonverbal communicationSnapshotBusiness people are paying more and more attention to nonverbal ways in their communications.Nonverbal co

40、mmunication refers to all the resources beyond what you say that contribute to the meaning of a message.What does nonverbal communication include?Facial expressions:Gestures:Postures:Space:Voice quality:Others A: Facial ExpressionsPeople can reveal their feeling through various facial expresstions which mainly cover those movements relating to ones eyes and mouth.Three commonly used facial expressions:EyebrowsEye contactSmile(more see “Cross-Cultural Focus”P. 168-16