第一册第三单元的教案.docx
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第一册第三单元的教案.docx
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第一册第三单元的教案
商务英语1学习指导
Unit3Problems
BusinessKnowledge商务背景知识
Resolvingconflictintheworkplace
Conflictisanormalandnaturalpartofanyworkplace.Handlingandresolvingconflictsthatariseintheworkplaceisoneofthebiggestchallengesmanagersandemployeesface.It’simportanttorecognisethevalueofgoodcommunicationbetweenemployerandemployee.Employeesmustfeelvaluedbytheiremployersandknowtheirviewsareimportant.Dealingwithconflictseffectivelymeansahappierandmoreproductiveworkenvironmentforbothemployersandemployees.
Dealingwithcustomercomplaints
Abusinessthatprovidesqualityproductsorservicesisseekingcompletecustomersatisfaction.Ifthereisaproblem,andthecustomercomplainsaboutit,thecompanyshouldquicklyanswerthecomplainsandsolvethecustomer’sproblem.Tomakesurethatthecustomeriscompletelysatisfied,somecompanieswillprovidesomespecialserviceorareducedpriceonanotherproduct.Thisisdonetoassurethecustomerwillcomebackformorebusiness.Itisinthecompany’sbestinteresttosolvetheproblemsandtrytonakesurethattheydon’thappenagain.
Problem
Aproblemisanobstacle,impediment,difficultyorchallenge,oranysituationthatinvitesresolution;theresolutionofwhichisrecognizedasasolutionorcontributiontowardaknownpurposeorgoal.Aproblemimpliesadesiredoutcomecoupledwithanapparentdeficiency,doubtorinconsistencythatpreventstheoutcomefromtakingplace.
Whatisasocialproblem
Asocialproblemisaconditionthatatleastsomepeopleinacommunityviewasbeingundesirable.Everyonewouldagreeaboutsomesocialproblems,suchasmurdersandDWItrafficdeaths.Othersocialproblemsmaybeviewedassuchbycertaingroupsofpeople.Teenagerswhoplayloudmusicinapublicparkobviouslydonotviewitasaproblem,butsomeotherpeoplemayconsideritanundesirablesocialcondition.Somenonsmokersviewsmokingasanundesirablesocialconditionthatshouldbebannedorrestrictedinpublicbuildings.
EssentialBusinessVocabulary重点商务词汇
brochureathinbookgivinginformationorpersonoraplanofhowitwillbespent预算
budgetthemoneythatisavailabletoanorganisationorpersonoraplanofhowitwillbespent预算
cashflowthepatternofincomeandexpendituresofacompanyorperson现金流
detailasinglefeature,factorpieceofinformationaboutsomething细节,详情
efficientactingorproducingeffectivelywithaminimumofwaste,expenseorunnecessaryeffort有效率的,能干的
engagedifyoucallsomeonthetelephoneandtheirlineisengaged,theyarealreadytalkingtosomeoneelse占线
furnishtoputfurnitureandotherthingsintoahouseorroom供应,提供,布置
horizonthelinefarawaywherethelandorseaseemstomeetthesky地平线
instructiontheinformationthattellsyouhowtodoorusesomething操作指南,指令
invoicealistofgoodsthathavebeensuppliedorworkthathasbeendone,showinghowmuchyouoweforthem发票,发货单
itemasinglearticleorunitinacollection,anenumerationoraseries商品,项目,细目
linemanager1oneinchargeoftheprocessofproduction,salesetc生产管理员2someonewhoisonelevelhigherinrankthanyouandisinchargeofyourwork上级主管
marketingexecutiveapersonorgrouphavingadministrativeormanagerialauthorityinmarketdeveloping销售主管
passwordaserectgroupoflettersnumbersthatyoumusttypeintoacomputerbeforeyoucanuseasystemorprogram密码,口令
presentationaneventatwhichyoudescribeorexplainanewproductoridea介绍,展示
printeramachinewhichisconnectedtoacomputerandcanmakeaprintedrecordofcomputerinformation打印机
refundanamountofmoneythatisgivenbacktoyouifyouarenotsatisfiedwiththegoodsorservicesthatyouhavepaidfor偿还款,退款
safeametalcontainerusuallyhavingalock,usedforstoringvaluables保险箱
salesrepresentativealsosalesrepsomeonewhosejobistoselltheircompany’sproductsorservices销售代表
solutionawayofsolvingaproblemordealingwithdifficultsituation解答,解决办法,解决方案
staffpeoplewhoworkforacompanyoranorganisation全体职员
BusinessCommunicationSkills商务沟通技巧
·Answering
Hello.ThisisCarlFisher.
Goodmorning.MartaGomezspeaking.
·Apologising
I’mverysorryaboutthat.
I’msorrytohearthat.
·Gettingdetails
Canyougivemesomemoreinformation?
Whichmodelisit?
·Findingsolutions
Wecangiveyouarefund.
Icantalktothemanager.
Wecansendyouanewone.
·Gettingthrough
CanIspeaktoJanetPorter,please?
Canhecallmeback,please?
·Statingtheproblem
I’vegotaproblemwith...
Therearesomeproblemswith...
·Givingdetails
Theinvoiceisincorrect.
There’sapiecemissing.
It’sthewrongpart/model/item.
·Finishingaconversation
Thankyou.
Thanksforyourhelp.
KeytoExercises练习答案
Startingup:
A.
1c2d3a4e5b
3.1B
Product
1TV
2remotecontrol
3coffeemachine
4books
5drinkingwater
Problem
instructionmissing
lost
broken
can’tdeliver
latedelivery
Vocabulary:
Adjectives
A.
1flexible
2fast
3high
4helpful
5clean
6beautiful
7broken
8incorrect
B.
1c2e3b4a5d6i7j8f9g10h
C.
1It’stooshort./Itisn’tlongenough.
2They’retooheavy.
3It’stooearly.
4It’stooslow./Itisn’tfastenough.
5They’retoodangerous./Theyaren’tsafeenough.
6It’stoobig./Itisn’tsmallenough.
7It’stoobig./It’stoowide.
8It’stoolow./Itisn’thighenough.
Reading:
Dealingwithproblemsatwork
A-B.
1b2a3d4c
C.
1rent
2rowded
3specious
4worried
5teamplayer
6colleagues
7bill
8cashflow
Languagefocus1:
Presentsimple:
negativesandquestions
A.
1e2h3g4b5a6f7d8c
B.
1Doyouworkattheweekend?
2DoesPierreworkinsales?
3Howoftendoyoutravelabroad?
4Howdoyouspellbusiness?
5Whatdoesthiswordmean?
6Whendoesthemeetingfinish?
C.
Marco’sgotaMercedes.
Hehasn’tgotanyrunningshoes.
Hehasn’tgotanychildren.
He’sgottwotelephones
He’sgotaswimmingpool.
Hehasn’tgotatenniscourt.
He’sgotacomputer.
Skills:
Telephoning:
solvingproblems
3.2A.
132431445262
3.2B.
1look
2hold,call
3model
4note,details
3.3C.
Answering
Hello.ThisisCarlFisher.√
Goodmorning.MartaGomezspeaking.
Apologising
I’mverysorryaboutthat.
I’msorrytohearthat.√
Gettingdetails
Canyougivemesomemoreinformation?
Whichmodelisit?
Findingsolutions
Wecangiveyouarefund.√
Icantalktothemanager.
Wecansendyouanewone.√
Gettingthrough
CanIspeaktoJanetPorter,please?
Canhecallmeback,please?
Statingtheproblem
I’vegotaproblemwith...√
Therearesomeproblemswith...
Givingdetails
Theinvoiceisincorrect.
There’sapiecemissing.
It’sthewrongpart/model/item.√
Finishingaconversation
Thankyou.
Thanksforyourhelp.√
ExtendedReadings课外阅读
IntroductiontoProblemSolving
Regardlessofwhattheydoforalivingorwheretheylive,mostpeoplespendmostoftheirwakinghours,atworkorathome,solvingproblems.Mostproblemswefacearesmall,somearelargeandcomplex,buttheyallneedtobesolvedinasatisfactoryway.Beforewelookattheareaofproblemanalysisandsolution,though,let'stakeafewmomentstothinkaboutjustwhatwemeanbyaproblem.
WhatisaProblem?
Oneofthecreativethinker'sfundamentalinsightsisthatmostquestionshavemorethanonerightanswerandmostproblemshavemorethanonesolution.Inkeepingwiththisinsight,wewilloffermorethanonedefinitionofaproblem,inhopesoffillingoutitsmeaningasfullyaspossible.Differentdefinitionsyielddifferentattitudesandapproachesandpreventusfrombecomingfixedintherutof"OhNo!
AProblem!
"aswediscussedinChapter1.
1.Aproblemisanopportunityforimprovement.Aproblemcanbearealbreak,thestrokeofluck,opportunityknocking,achancetogetoutoftherutoftheeverydayandmakeyourselforsomesituationbetter.Notethatproblemsneednotarriveasaresultofexternalfactorsorbadevents.Anynewawarenessyouhavethatallowsyoutoseepossibilitiesforimprovementbringsa"problem"foryoutosolve.Thisiswhythemostcreativepeopleare"problemseekers"ratherthan"problemavoiders."
Developingapositiveattitudetowardproblemscantransformyouintoahappier,saner,moreconfidentpersonwhofeels(andis)muchmoreincontroloflife.Trainyourselftorespondtoproblemswithenthusiasmandeagerness,risingtotheopportunitytoshowyourstuff,andyouwillbeamazedattheresult.
2.Aproblemisthedifferencebetweenyourcurrentstateandyourgoalstate.Aproblemcanresultfromnewknowledgeorthinking.Whenyouknowwhereyouareandwhereyouwanttobe,youhaveaproblemtosolveingettingtoyourdestination.Thesolutioncanandshouldbefunandexcitingasyouthinkoverthevariouspossiblesolutionpathsyoumightchoose.Whenyoucanidentifythedifferencebetweenwhatyouhaveandwhatyouwant,youhavedefinedyourproblemandcanaimtowardyourgoal.
3.Aproblemresultsfromtherecognitionofapresentimperfectandthebeliefinthepossibilityofabetterfuture.Isn'titinterestingherethathopeproducesproblems?
Thebeliefthatyourhopescanbeachievedwillgiveyouthewilltoaimtowardthebetterfuture.Yourhopeschallengeyou,andchallengeisanotherdefinitionofaproblem.
TheImportanceofGoalsinProblemSolving
Asyoureadthesedefinitions,Ihopeyounoticedthattheyallincludetheideasofgoalsandidealstates.Problemsolvingcentersonthinkingaboutgoalsandideals.Whenagoalismet,theproblemshouldbeconcludedifthegoalwasanappropriateoneforsolvingtheproblem
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