商务英语阅读课件第八章

CENTURYBUSINESSENGLISH大连理工大学出版社阅读教程（基础篇I）（第四版）世纪商务英语

主编：王洗薇Unit8

BusinessCommunication大连理工大学出版社BusinessLanguage

Howmuchdoyouknowaboutnon-verbalcommunication?Doyouknowhowtoimproveyourlisteningskillsandeffectasuccessfulcommunicationinabusinesssurrounding?Afterthelearningofthisunit,youwillunderstandmoreaboutthesetopics.Furthermore,wewillbegintointroduceanewreadingskill—PatternsofParagraphDevelopment.BusinessLanguageReadingSkillFocusWordsandExpressionsPracticalReadingComprehensiveReadingReadingSkillFocusPatternsofParagraphDevelopment(1)

Writersusuallyexpresstheirideasincertainkindofdevelopmentpatterns,thatis,theyorganizetheirparagraphsincertainwritingpatterns.Ifareadercanidentifytheorganizationalpatternsofawriting,thiswillhelphimfollowthewriter’sthoughts,comprehendthewritingandrecallthewritingafterhereadsit.Thefollowingaresomecommonpatternsusedinbuildingparagraphs:ReadingSkillFocus1.Classification(分类式)2.Listing（列举式）3.Definition（定义式）4.Illustration（例证式）5.CauseandEffectRelationship（因果关系式）6.ComparisonandContrast（比较与对比式）ThesixpatternsabovewillbediscussedfromUnit8toUnit10.Inthisunit,wewillbeginwithClassificationPatternandListingPattern.ReadingSkillFocus

ClassificationParagraphThispatternoforganizationisusedtogrouporcategorizeinformation.Thewriterattemptstoanalyzewhereevents,ideas,orfactsfitinwithotherevents,ideas,orfacts.InthepassageofClassification,itisimportanttorecognizetopicsentencesandsignalwords,whichareveryhelpfulforreaderstounderstandandremembertheinformation.HerearesomesignalwordsoftenusedinClassification:ReadingSkillFocusgroupswayscharacteristicspartsclassesclassificationtypescategoriesfirst,second,thirdkindselements1,2,3…sortsfeaturesa,b,c…ReadingSkillFocus

ListingParagraphInthispattern,paragraphsareorganizedsimplytopresentfacts.Thereisreallynoparticularpatternofarrangementofthedetails.Theyjustintendtoinformthereaderabouttheitemspresented.Therefore,inthistypeofparagraphsorwritings,thedetailsmaybemoreimportantthanthemainidea.HerearesomesignalwordsforListing:firstonemoreoversecondanotherthenthirdnextfinallyOnmanyoccasions,therearenosignalwordsintheparagraphbutnumbers,lettersorsigns.ReadingSkillFocusA．GuidedPracticeSample1Softdrinkscanbeclassifiedintothreecategories:colaflavored,fruitflavored,andcitrusflavored.Thecolas,likeCokeandPepsi,arethefavoriteamongrealconnoisseurs.Thereisnothing,theywouldsay,likeacolatopickoneuporrefreshoneonahotday.Thefruitflavoreddrinksareforthosewithasweettoothbecausetheyarealmosttoosweet.Thestrawberryorgrapeflavorisfrequentlyoverwhelmedbysugar,andtomanypeoplethesedrinksseemsyrupy.ReadingSkillFocusThecitrusflavoredcolas,likeSpriteand7-Up,areforpeoplewholikeatangydrinkastheseseemtobeaparadoxicalmixtureofsweetandtart.Also,thesedrinksaregoodformixingwithotherstrongerbeverages.Thesetypesofsoftdrinksoffersatisfactionforeverytypeoftastebuds.该段落将软饮料(softdrink)分为三类:（1）colaflavored;（2）fruitflavored;（3）citrusflavoredcolas，并对各种饮料的特点分别进行了解释。从第一句话的标志词classified和categories可以看出本段是分类式段落。虽然在后面文中没有给出明显的标志词，但是作者列出的软饮料的种类及其解释是很明显的。ReadingSkillFocusSample2

Accordingtothepowertheprincipal(委托人)hasauthorized(授权)toasellingagent(销售代理),theagentmayjustintroducethepotentialcustomertotheprincipaloractuallynegotiateandmakethecontractbetweenthetwoparties.Theyhavethefollowingcharacteristics:ReadingSkillFocusAnagentcanonlyoperatewithinthemarketingareaauthorizedbytheprincipal.(b)Agentsdonotownthegoods.Theyonlysellthegoodsonbehalfoftheprincipal.(c)Theprincipal(exporter)setstheretailprice,possessesandcontrolsthegoods.(d)Theprofitandriskoflossremainswiththeprincipal.(e)Agentsareusuallypaidwithcommission.ReadingSkillFocus本段落用字母作为标志词列举了销售代理人的特点：(a)代理人只能在委托人所授权的代理区域内执行代理业务；(b)代理人不拥有货物，他们只是代表委托人销售货物；(c)委托人（出口商）决定货物的零售价格，拥有并控制货物；(d)委托人既享有利润又承担风险；(e)代理人的报酬通常为佣金。ReadingSkillFocus

Readthefollowingparagraphsandseeifyoucanfindoutthesignalwordsforclassificationorlisting,andthenfinishtheexercisesthatfollow.1.Eversincehumanshavelivedontheearth,theyhavemadeuseofvariousformsofcommunication.Generally,thisexpressionofthoughtsandfeelingshasbeenintheformoforalspeech.Whenthereisalanguagebarrier,communicationisaccomplishedthroughsignlanguageinwhichmotionsstandforletters,wordsandideas.B．Let’sTryReadingSkillFocusTouristsandthepeopleunabletohearorspeakhavetoresorttothisformofexpression.Manyofthesesymbolsofwholewordsareveryvividandexactandcanbeusedinternationally;spelling,however,cannot.Bodylanguagetransmitsideasorthoughtsbycertainactions,eitherintentionallyorunintentionally.Anodsignifiesapproval,whileshakingtheheadindicatesanegativereaction.Otherformsofnonlinguisticlanguagecanbefoundinsignaltags,Morsecode,andpicturesigns.ReadingSkillFocusFilloutthetableaccordingtotheaboveparagraph.FormsofCommunication1234oralspeechsignlanguagebodylanguagenonlinguisticlanguageReadingSkillFocus

ScottOber,ofBallStateUniversity,theauthorofContemporaryBusinessCommunications,dividesinformativepresentationsintotwodistinctcategories—reportingandexplaining.Hesaysthatthereportingpresentationbringstheaudienceuptodateonprojectsorevents,tellinghowthingsaregoing.Thesesituationsmightincludeshareholdersmeetings,executivebriefings,ororalsalesreports.Theexplanatorypresentationprovidesinformationaboutproductsandprocedures,rulesandregulations,operations,andothernecessarydata.ReadingSkillFocusListandexplainthetwotypesofinformativepresentations.Reportingpresentation:bringstheaudienceuptodateonprojectsorevents,tellinghowthingsaregoing.1.___________________________________________Explanatorypresentation:providesinformationaboutproductsandprocedures,rulesandregulations,operations,andothernecessarydata.2.___________________________________________ReadingSkillFocus3.TheEnglishforAcademic（学术性）Purposeprogramhasthefollowingfeatures:•AdvancedstudentsmayattendregularclasseswithAmericanstudents.Theywillreceiveanofficialtranscript(文字记录)whichliststheircourses.•Credit（学分）istransferabletootherschools.•Weofferadvisingonacademicmatters,careersanduniversityselection.Advisorshelpstudentswithadmissionapplicationandwritelettersofrecommendation.•StudentsapplyingtoSanDiegoStateUniversity(SDSU)mayreceivespecialconsiderationforadmissionbasedontheirclassperformance.ReadingSkillFocus•ConditionalacceptancetoSDSUorothercollegesanduniversitiesisavailableforstudentswhowishtopursueanAmericandegreeorneedthistoobtainavisa.

Pleasefindoutsomekeywordsforeachpoint..5.classeswithAmericanstudents,officialtranscript_______________________________________credit,transferable_______________________________________advisors,admissionapplication,lettersofrecommendation______________________________________________________________________________SDSUspecialconsideration_______________________________________acceptance,available_______________________________________Therearevariousformsofnon-verbalcommunication.Theterm“bodylanguage”issometimesusedtodescribenon-verbalcommunication;however,non-verbalcommunicationisamuchbroader.Non-verbalcommunicationverbalcommunication.ComprehensiveReadingTextAUnderstandingNon-verbalCommunicationconceptconcept概念，观念complementsComplementv.补充，补足n.补充物理解非语言交流非语言交流有多种形式。“肢体语言”这一词汇有时用来描述非语言交流，但后者却是一个更为宽泛的概念。它对语言交流起缓和、变更或补充的作用。ComprehensiveReadingThenon-verbalpartofamessagetendstobelessconsciousandoftenrevealsasender’sfeelingsandpreferencesmorespontaneouslyandhonestlythantheverbalpart.Iftheverbalpartdoesnotmatchthenon-verbalcommunication,peopletendtobelievethenon-verbalmessage.信息中的非语言部分往往更为不自觉，在反映说话人的感情和喜爱方面，它比语言部分更自发，也更诚实。如果语言部分和非语言部分传达的信息有出入，人们一般相信非语言部分所传达的信息。ComprehensiveReadingNon-verbalcommunicationcanbebroadlydividedintothefollowing.

Bodymovement.Bodymovementincludesmovementsofthehands,head,feetandlegs,,eyemovements,andfacialexpressions—alltheseaffectthemessage.categoriescategory种类，类型；范畴postureposture姿态，姿势非语言交流大致上可分为以下几个种类：肢体动作。肢体动作包括手、头、脚、腿的动作，姿势，眼睛动作和面部表情。所有这些都会影响所传递的信息。ComprehensiveReadingSmiles,eyecontactandheadmovementsareamongthemostimportantaspectsofbodymovement.Asalespersonwhodoesnotmakeeyecontactappearstobeandtobeonsomethingotherthanthecustomer.Gestureswithhandandarmmovementscanbeusedbothtoemphasizeandtodemonstratetheverbalmessages.inattentiveinattentive疏忽的；不注意的concentratingconcentrate(on)全神贯注，集中注意力微笑、目光交流和头部动作是肢体运动最为重要的方面。一个与客户没有目光交流的销售员给人的印象是不专心，注意力没有集中在客户身上。用手或手臂动作做的手势可用于强调和说明。ComprehensiveReading

Voicequalities.Voicequalitiessuchasloudness,emphasis,pitchandspeedareimportantaspectsofnon-verbalcommunicationandcanconveyquitedifferentmeanings.Ifsomeonespeaksveryslowly,itcanbeinterpretedaslackofconfidence.Ontheotherhand,someonewhospeaksveryloudlyisgenerallyseenas.overbearingoverbearing傲慢的，专横的声音特点。声音特点诸如响亮、强调、音高和语速都是非语言交流的重要方面，且能表达完全不同的意思。如果一个人讲话非常慢，可以看作是缺乏信心。相反，一个总是大声说话的人通常会被看成是盛气凌人。ComprehensiveReadingAtiredpersonwillspeakmoreslowlythanusual;adisappointedpersonmayspeakwithaflattone,whilethetoneofvoiceofsomeoneexcitedaboutacomingholidaythisexcitement.

Touchingbehavior.,handshaking,holdingorguidingthemovementsofanotherpersonareexamplesoftouchingbehaviorthatcommunicatenon-verbally.reflectsreflect反映；反射Pattingpat轻拍人疲倦时说话通常比往常慢，失望的人会用一种单调的语调，而因即将到来的假日而兴奋的人，所用的语调也会反映他的兴奋。接触行为。抚摸、轻拍、握手、握住或带领他人都是非语言交流的接触行为的例子。ComprehensiveReadingTouchingcanorsupporttheotherpersonandshowfeelingssuchas,friendliness,ordominance.Ahandshake,forexample,canexpressequalityorfriendliness.Apatonthearmcanconveyorcontrol.

Proximity.Proximitymeansnearness,intermsofphysicalspace.Theuseofspacereflectsthewaypeoplefeelaboutothers.consoleconsole安慰，抚慰，慰问affectionaffection爱，慈爱，感情intimacyintimacy熟悉；亲密触摸能对人表示安慰或支持，并显示出爱、友好或支配地位。例如握手能表示平等和友好。拍拍肩膀则能表示亲密或控制。接近程度。接近程度指的是身体之间的空间距离。空间距离反映出人们对他人的感受。ComprehensiveReadingResearchhasshownthatpeoplespeakingtoacquaintancesorcolleaguesleaveaboutanarm’slengthofspacebetweenthemselvesandtheotherperson.Peoplespeakingtofriendsorfamilycomenearer,leavingabouthalfanarmoranelbow’slength.Peopleinintimaterelationsallowdirectandclosecontactwhenspeakingtoeachother.研究表明，人们在和熟人或同事说话时，保持大约一个臂长的距离。在和朋友或家人说话时，距离要短一些，大约是半个臂长或一个肘的距离。人们和关系亲密的人说话时，允许直接和近距离的接触。ComprehensiveReading

Artifacts.Artifactsareobjectsusedtoconveynon-verbalmessageaboutself-concept,image,mood,feelingsorstyle.Forexample,perfume,clothes,lipstick,andglassesandreflectthestyleormoodofthewearer.andclothingareimportantandhighlyvisiblepartsofnon-verbalcommunication.hairpinshairpin发夹Appearanceappearance外表，外观物件。物件是指那些用于非语言交流的物体，体现自我概念、形象、心情、感情或风格。比如香水、服装、唇膏、眼镜和发夹都能体现使用者的心情和风格。外表和服装是非语言交流的最为清楚和重要的部分。ComprehensiveReadingConsiderthedifferencebetweentheclothesyouweartotheandtheclothesyouweartothejobinterview.Thechoiceofclothesreflectsyourattitudetotheoccasionandotherpeoplenoteandplacetheirowninterpretationonyourdress.Evenifyoudecideyouwillnotbotheraboutpersonalappearance,otherswillreadthismessageaspartofyournonverbalcommunication.beachbeach海滩；海滨度假地你可以想想你去海滩和去参加工作面试时的衣着有什么不同。衣着的选择反映出你的心情和你对某一场合的态度，别人也会关注，并对你的衣着作出自己的理解。即便是你不想为自己的外表费心，其他人也会将此信息作为你非语言交流的一个部分。ComprehensiveReadingTo,theaccurateinterpretationofnon-verbalmessagescomesfromknowingpeopleandtheirpatternofinterpersonalcommunication,bothverbalandnon-verbal.Whenyouareindoubtaboutthemeaningofnon-verbalbehavior,confirmitwiththesenderandtrynottomake.Thisallowsyouabetterchanceofunderstandingthemessage.sumupsumup总结assumptionsassumption假定，设想intendedintended打算中的，预期的总而言之，对非语言交流的准确理解来自对人及其人际交流方式（包括语言和非语言的）的了解。当你对非语言行为的意思存有疑惑时，应向当事人确认，而不要试图去假设或判断。这会让你有更大的理解空间，有更好的机会去理解预期的信息。ComprehensiveReadingTask1Attheverybeginningofthisunit,you’velearnedcommonpatternsusedinbuildingparagraph.ReadTextAandseehowtheauthorcategorizesnon-verbalcommunication,andfillinthefollowingtable.CategoriesofNon-verbalCommunication1

2345Bodymovement.Voicequalities.Touchingbehavior.Proximity.Artifacts.Theword“spontaneously”(Para.1,Line6)mostprobablymeans.A.atthesametimeB.self-generatedC.promptlyD.intimatelyB

______Task2ChoosethebestanswerforeachofthefollowingquestionsaccordingtoTextA.ComprehensiveReading2.Whichofthefollowingstatementsistrue?A.Non-verbalcommunicationequalstobodylanguage.B.Bodylanguageischangeableanddeceptive.C.Non-verbalmessagesrevealaspeakers’feelingsmoretrulythanwords.D.Peopletendtobelievewhatthespeakersayswhenhis/herwordsdoesnotmatchhis/herbodylanguage.C

______ComprehensiveReading3.Non-verbalcommunicationincludesthefollowingexcept.A.voicepitchB.touchC.proximityD.self-conceptD

______4.Theword“proximity”(Para.6,Line1)mostprobablymeans.

A.thestateofbeingnearinspaceB.closenessC.intimacyD.proximatedistanceA

______ComprehensiveReading5.Peoplemaintainthesmallestspacewhentheyspeakto.A.strangersB.acquaintancesandcolleaguesC.friendsandfamilymembersD.intimatesD

______ComprehensiveReading6.Ifyouwanttoconveyapositivemessagethroughnon-verbalcommunication,youshould.A.avoidmakingeyecontactB.speakloudlywithaflattoneC.stayveryclosewithbusinessassociatewhentalkingwiththemD.dressappropriatelyD

______ComprehensiveReadingComprehensiveReadingTask3WordFormationLearning—Prefix&Suffix(1)ThefollowingaffixescanbefoundinTextA.AffixesMeaningExamplesOver-(innouns,verbs,adjectivesandadverbs)morethanusual,toomuch太，过于overcooked,overproduction,overload,over-optimisticComprehensiveReadingAffixesMeaningExamplesinter-(inverbs,nouns,adjectivesandadverbs)between,formonetoanother在……之间，相互interconnect,international,inter-cultural,interaction-ness(innouns)thequalitystateorcharacterof...……的状态/性质/程度competitiveness,openness,happiness,awarenessComprehensiveReadingNow,readTextAcarefully,locatethewordsinthetextthatcontainoneoftheabove-mentionedaffixes,andtellthepartofspeechandthemeaningofeachword.1.over-(Para.4,Line5)overbearing________________2.inter-(Para.8,Line2)interpersonal________________3.-ness(Para.4,Line1)(Para.5,Line4)(Para.6,Line1)ComprehensiveReadingloudness________________friendliness________________nearness________________ComprehensiveReadingTask4Completethefollowingsentenceswiththecorrectformofthewordsinbrackets.She’son

termswithpeoplein

government.(intimacy)2.Shehasachildlikeenthusiasmand

.

(direct)3.Therehasbeenan

oncontentrather

thanmethodology.(emphasis)intimate________________directness________________overemphasis________________ComprehensiveReading4.ThePrimeMinisterthattherearenoplanstoraisetaxes.(emphasis)5.Customerswantcompaniesthataretotheirneeds.(inattentive)6.Hisspeechwasanaccurateofthepublicmood.(reflect)7.Thiswillincreasepublicofthepollutionissue.(conscious)emphasized________________attentive____________reflection________________consciousness________________ComprehensiveReading8.Itwasthatledtohisfailure.(overconfidence)9.Stressandtirednessoftenresultinalackof.(concentrate)10.Ourshowrooms,situatedinthebusinesscenter,offeradmirablefacilitiesfordisplayand.(demonstrate)overconfidence_________________concentration_____________demonstration________________ComprehensiveReadingTask5Fillintheblankswiththeexpressionsgivenbelow.Changetheformwherenecessary.ArtifactvisiblecomplementappearanceconfirmcategoryattitudeassumptionaccuratesumupYoushouldwearsomethinglight-coloredwhenyou’re

cyclingatnightsothatyou’re

more

.2.Therearethree

ofaccommodation—

standard,executiveanddeluxe.visible

_____________categories

_____________ComprehensiveReading3.Thegreengrassandredflowersinthegardeneachotherandformabeautifulscene.4.Iwanttoagainthetimefortheface-to-faceinterviewtomorrow.5.Themuseum’plement

______________confirm

____________artifacts

____________ArtifactvisiblecomplementappearanceconfirmcategoryattitudeassumptionaccuratesumupComprehensiveReading6.Weareworkingonthethattheconferencewilltakeplaceasplanned.7.Inyourfinalparagraph,yourargument.8.Youcanchangethewholeofaroomjustbylightingitinacertainway.assumption

______________sumup

____________appearance

____________ArtifactvisiblecomplementappearanceconfirmcategoryattitudeassumptionaccuratesumupComprehensiveReading9.Hehasaverybadtowardswork.10.Wehopetobecomemoreinpredictingearthquakes.attitude

_______________accurate

____________ArtifactvisiblecomplementappearanceconfirmcategoryattitudeassumptionaccuratesumupComprehensiveReadingTextBListeningSkillsItissoeasytosay“Beagoodlistener”butitissohardtodo.Thereisnodoubtthatgoodlistenerswillmaintaingoodrelationswithclients.Everyoneappreciatessomeonewholistenswithintelligenceand.Unfortunately,weallhaveatendencytohearonlywhatwewanttohearandtooutinformationthatweregardasunimportant.sensitivitysensitivity敏感；多愁善感filterfilter过滤，滤出倾听的技巧“做好的倾听者”真是说起来容易做起来难。毫无疑问，善于倾听的人能与客户保持良好关系。每个人都喜欢能用心智和敏锐来倾听的人。不幸的是，我们都有一种倾向，即只想听我们喜欢听的话，并且滤除我们自认为不重要的信息。ComprehensiveReadingOftentheso-called“unimportant”informationcanbevitalforfullyunderstandingaclient’sneeds.Mostofusarenotverygoodlisteners.Wetendtohateleavingsilencesinaconversationandwetendtoseeallconversationsasdialogues,discussions,and.argumentsargument争执；理由，论证经常是那些所谓“不重要”的信息可能对于充分了解客户需求至关重要。我们大多数人不是很好的倾听者。我们倾向于不愿意看到在对话时出现沉默，而且还倾向于将所有谈话看成是一来一往的对话、讨论和争论。ComprehensiveReadingIfyoudisciplineyourselfanddecidethatyouwilljustlisten,youwillfindthatmostpeoplewillopenupandofferpiecesofinformationthattheywouldneverhaverevealedinanormaldiscussion.如果你能强制自己只听不说，你就会发现大多数人会敞开心扉，讲出他们在正常讨论情况下绝不会讲的话。ComprehensiveReadingItisalsoimportantthatyouthinkoflisteningasanactive,notapassiveprocess.Listeninginvolvesthewholebody.Yourbodylanguageandeyecontactarevitalofgoodlistening.Itgoeswithoutsayingthatgoodlisteningmakesaclientfeelasthoughyouaregenuinelyinterestedinthemandtheirneedsorproblems,anditalsomakesthemfeelgoodaboutthemselves.elementselement要素；元素同样重要的是，你得把倾听看成是一个积极的，而不是消极的过程。倾听涉及整个身体。你的肢体语言和目光交流对于成功的倾听极为重要。毫无疑问，倾听能让客户感到你对他们以及他们的需求或问题真正地感兴趣，同时倾听也能让他们自我感觉良好。ComprehensiveReadingWhilethereisnowaytodevelopgoodlisteningskillswhenyouarewithaclient,herearesomebasicguidelines.

Eyecontact.Makingeyecontactwithaclientisaverydirectformoflistening.Ifyoumaintaineyecontact,youcantellwhethertheotherpersonisagreeingwithyouornot.magicalmagical魔术的，魔法的虽然没有神奇的方法可以让你在与客户相处时具有良好的倾听技能，以下是一些基本的准则。目光交流。与客户进行目光交流是倾听的一种非常直接的形式。如果你进行目光交流，你就知道对方是否同意你的意见。ComprehensiveReadingPractiseusing.Itisworthrememberingthatwecanspeakat120wordsperminute,butourthinkingprocessesarealmostseventimesfasterthanourspeech.

Bequietandlisten.Thetendencytotalkoverpeopleistoocommon.Ifyoutendtotalkalotyoushouldpractisebeingquietandlistening.Itisanessentialskillifyouwanttomakeafavorableimpressiononaclient.feedbackfeedback反馈练习使用反馈。值得记住的是，我们每分钟可以说120个词，但我们的思维过程在速度上是说话的8倍。静下来倾听。想说服或讲赢他人的倾向实在过于普遍。如果你倾向于滔滔不绝地讲，你得练习静下来倾听。这是一项能让你给客户留下好印象的基本技能。ComprehensiveReading

Openyourmind.Mostofushearwhatwewanttohear.Itisagreatskilltobeabletoopenyourmindandcarefullylistentowhattheotherpersonissaying.Rememberthatyou,asdoallhumanbeings,haveand.Trytoovercomethemandlistentowhatpeoplesayratherthanmodifyingwhattheysaybecauseyouareprejudicedagainstthem.prejudicesprejudice偏见，歧视biasesbias偏见，成见；倾向敞开心扉。我们大多数人都只是听我们爱听的话。能够敞开心扉，认真倾听他人所说是一项了不起的技能。记住，与所有的人一样，你也会有偏见和偏向。尽量克服它们，倾听他人所说，而不要因为你对他们有偏见就将他们的话打折扣。ComprehensiveReading

Practiseactivelistening.Acceptthefeelingofthepersonyouarespeakingto(theymaybepayingacomplimentormakinga)withoutpassingjudgmentonthem.Activelyclarifywhattheyaresayingbyaskingquestions.Askyourself“Whatistheclientfeeling?”and“WhatfactsdoIneedtoconfirm?”complaintcomplaint抱怨，投诉积极倾听。接受对方的情感（他们可能在恭维或抱怨），不要作判断。通过提问积极地澄清他们所说的话。问自己：“客户是什么感觉？”以及“哪些事实我需要确认？”ComprehensiveReadingRemaincalmandincontrol.Agoodlistenerisonewhoisnotruledbytheirown.Thechallengeinclientistoremainunaffectedbycommentsandandlistencalmly.Good,activelisteningisaboutemotions,andthesubtletiesofnon-verbalcommunication.Goodlisteninghearsthefeelingsthatliebehindthewords.emotionsemotion感情，情感interactioninteraction交流；互相影响criticismscriticism批评，评论perceptionsperception认识，观念；觉察保持冷静和镇定。好的倾听者不为感情所左右。与客户打交道的挑战是不管听到什么评论或批评都能不动感情，冷静倾听。良好、积极的倾听涉及感情、感悟和非语言交流的种种微妙之处。好的倾听能听到藏在语言背后的情感。ComprehensiveReadingTask6ReadTextBandseehowtheauthorliststheaspectsofdevelopinglisteningskills,andfillinthefollowingtable.WaysofDevelopingListeningSkills123456Eyecontact.Practiseusingfeedback.Bequietandlisten.Openyourmind.Practiseactivelistening.Remaincalmandincontrol.ComprehensiveReadingTake7DecidewhetherthefollowingstatementsareTrueorFalse.

Peopletendtoignoreinformationtheyassume

unimportantandonlytakeinthe

messagetheywant.2.Peopletendtofeelembarrassedifthereissilence

duringaconversation.3.Ifyouwilllisten,youmaygetmuchmorefromlistening

thanspeaking.F

______T

______T

______ComprehensiveReading4.Listeningshouldbeanactiveprocessandthebodylanguagealsocontributesalotineffectivecommunication.5.Makingeyecontactgivestoomuchinformationandisimpolite.6.Feedbackisimportantinlisteningbecauseourthinkingprocessesareslowerthanourspeech.T

______F

______F

______ComprehensiveReading7.Peoplewhoalwaystalkalotcanmakeagoodimpressiononaclient.8.Peopleshouldtrytounderstandwhatothersarereallysayingwithoutmakingjudgmentsonthebasisofprejudices.9.Anactivelistenershouldjudgeotherquicklywhilelistening.10.Activelisteninginvolvesnotonlybodylanguagebutalsoperceptionsandemotions.F

______T

______F

______T

______ComprehensiveReadingTake8Completethefollowingsentenceswiththecorrectformofthewordsinbrackets.1.Maybetheearthhasbeenvisitedbycreaturesfromouterspace.(intelligence)2.Theywereabouthowtospendthemoney.(argument)3.Ourproductscomparewithalltheleadingbrands.(favorable)intelligent

______________arguing

______________favorably

______________ComprehensiveReading4.Throughouthercareersheremainedve