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目 录

Day today Office日常事务

1 Faxes传真

2 Telephone Calls电话

3 Making Telephone Appointments电话预约 4 Memos备忘录

5 Business Correspondence

Office Talk办公室谈话

同事

8 Bosses老板 9 Brainstorming集体讨论

10 Commuting乘公交车上下班

11 The Working Lunch工作午餐

Business Trip商务旅行

12 International Business Travel国际商务旅行

13 Dressing for Business商务着装

14 Hotel Situations旅馆情景

接待客户

17 Entertaining Clients招待客户

18 Accommodating Foreign Clients接待国外客户

19 Factory Tours参观工厂

Business Communization商务交流

20 Personal Introductions个人介绍

21 Small Talks聊天 22 Delivering Bad News传达坏消息

23 Polite Questions礼貌提问

24 Farewells道别

Negotiation谈判

做出让步

讨论底线

28 Accepting and Confirming接受和确认

29 Hard Bargainers VS Soft Bargainers强硬的对手和温和的对手 Company Organization公司结构 30 CEO执行总裁 31 Stockholders股东 32 Board of Directors Meetings and Interviews会议和面谈 35 Executing Meetings开会 36 Performance Reviews业绩评估 37 Agendas会议议程 38 Making Requests提出要求 Presentations业务陈述 39 Preparation and Developing Your Topic准备和展话题 40 Introductions and Beginnings陈述中的过渡 提问阶段 Data数据处理 44 Trends趋势 45 Systems制度 46 Scheduling日程安排 47 SWOT An山sis态势分析 48 Statistical Reports数据统计报告 Technology技术 49 Email电子邮件 50 Computer Technology网上做生意 数码产品 53 Web 网上营销 Financial Topics财务话题 54 Costing成本

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55 Budgets预算

56 Auditing审计

57 The Economy经济

58 Fundraising集资

Legal Topics法律话题

59 Confidentiality机密

60 Lawyers律师

61 Contracts合同

64 Environmental Regulations环境条例

Marketing Topics营销话题

65 Marketing Surveys市场调查

66 Target Audience目标消费者

67 Print and Media Advertising印刷和媒体广告

68 Promotional Events促销活动

69 Developing the Market市场开发

Sales Topics销售话题

70 Selling Points卖点

71 Trade Shows

产品演示

74 Following up on Leads线索追踪

75 Customer Service顾客服务

International Topics国际话题

76 Sourcing得到供货

77 Export／Import出口／进口

1 Faxes传真

78 Exchange Rates汇率 79 International Greeting Methods国际问候方式 Big Business跨国公司 80 Mergers合并 81 Competition竞争 82 Climbing the Corporate Ladder进入管理层 83 Branch Offices分支机构 84 Consulting咨询 Employment Practices雇用惯例 rsonnel人员招聘 87 Retirement退休 88 Partnership合作关系 89 R&um6s简历 90 Job Interviews求职面试 Social and Equality Issues社会和平等话题 91 Women in the Workforce职业女性 92 Discrimination歧视 93 Welfare福利 94 Labor Unions工会 罢工和示威游行 继续教育 96 Management Training管理人员培训 97 Seminars／Workshops研究会／研讨会 98 Company Retreats公司培训 99 Teambuilding团队建设 100 MBA工商管理硕士

M: Can you have the the Anderson firm's lawyer on my desk by There are

F: many times. But every time I call, His secretary says he’s in a meeting or out of the office or away on business. I am beginning to think he is trying to avoid me.

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M: That's highly possible. He knows if we miss our filing deadline, we don’t stand a chance to compete against them for the bid. Try to get a hold of him again. Give him a call and see if he can fax them first thing. F: What if I can't speak to him directly?

M: Ask his secretary to fax them. It’s the same thing. Have them faxed over with a copy also faxed to Martin’s office.

F:

M: secretary to give you their fax number. F:

M: M: Did you put this morning's faxes on my desk? I’m waiting for some urgent faxes from headquarters, I'm pretty sure they came in last night.

F: Everything that came in the office fax machine last night is all on your desk, but I noticed that some of faxes came through pretty blurred, maybe you take a look at them, if the copy is unreadable, I'll call then and ask them to refax.

M: Yeah, you're going to have to call them and get them to be refax. These copies are so dark. I can't make out any of the words.

F: What about that one?

M: How can that be?

F: That should solve the M: Yes, but this one will have to be refaxed as well. And look, there's about 3 pages missing. It looks like the fax machine ate half of my important faxes, and ones that made it through are so blurred or too light. They are unreadable.

F: I guess the fax machine is out of paper too. Don't worry, I'll have someone look at it this afternoon, and in the meantime, I'll have your documents refaxed to our other fax machine.

2\Telephone Calls电话 A: Hello, thank you for calling Bradford and Sons. This is Tracy speaking, How may I help you?

B:

A: B:

A:

B: No problem.

A: I'm sorry. Ms. Jenkins is away from her desk. She has already left for lunch. Would you like to leave a message for her?

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B: Yes, please have her return my call when she returns to the office. It's best if she can get in touch with me before 3 pm today, she can reach me at my office number, 635-8799.

A: I'm sorry. I didn't quite catch that, could you please repeat the number?

B: No problem, my office number is 635-8799. Tell her to ask for extension 31.

A: I'm sorry, Mr. Burton, just to confirm, your name is spelled B-U-R-T-O-N, is that correct? B: Yes, and I represent Milford Insurance.

A: B:A: IB: I'd like to speak to someone about reservations.

A: I can help you with that. What date would you like to make a reservation for?

B: We'll be arriving May 12th, but I would like to make reservations for penthouse.

A: Oh, I'm sorry Sir. I only handle bookings for our standard rooms. The person you need to speak with is Tony Parker, He makes all the arrangements for our executive accounts. Unfortunately, he's not here right now. Can I take your name and number and have him get back to you?

B: When do you expect him back in?

A: B:

A: B:

A: Darcy, and your phone number is 660-843-3233?

B: That's 3235.

A: Sorry! 3235. Great. I'll have Tony call you first thing tomorrow morning.

3. Making Telephone Appointments电话预约

M: Hello, Bill Breton speaking. What can I do for you?

F: Hello, Mr. Breton, this is Jenny Jenkins of Bradford and sons returning your call. I’m sorry you missed me when you called my office this morning. My secretary said you called concerning our meeting next Tuesday? M: Yes Ms Jenkins, thank you for returning my call. I would be out of town that day. F: I am I am completely booked on Monday. to postpone until you return? M: Oh, dear. I was counting on taking care of our meeting before I leave. But I suppose I can shut off a few things. Yes, we can arrange something. I will be back Thursday morning. What about Thursday afternoon? Would that work for you?

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F: That should be fine. Shall we say about two o’clock?

M: Perfect! I look forward to seeing you at two o’clock next Thursday afternoon. If you need to change the time, pls feel free to call me on my cell phone.

F: Thanks Burdon, I’ll see you on Thursday.

Dialogue two

F: Hello

M: Hello, is Doras available?

F:

M: Hi, calling from parker’s dentistry. I’m your appointment for

F: Oh, I almost forgot. Thank you for calling to remind me. I do need to change the time of my appointment. I have a scheduling conflict, And I can’t make it that early.

M: If I put you in that later slot, would that work out?

F: It would have to be after lunch. Do you have anything available about 2 o’clock?

M: Sorry, Mam. The only opening we have after lunch is 1: 15, but I might be able to work you in at 4: 00. Would that be a better time?

F: That’s all right. I think I should be able to make it at 1: 15. Can you put me down for that time slot? M: F: Wonderful. 4 Memos备忘录

A: Where is anyone anyway?

B: Didn't you hear about that, our meeting was postponed until Friday.

A: Why the meeting was postponed? No one told me anything about it.

B: Did you get the memo?

A: What memo? They haven’t any memo this whole week, I check my inbox every day. And I haven’t seen anything.

B: The memo went out 3 days ago. It should have made to your inbox, but maybe lost in all collectors on your desk.

A: But I always read all around; they go directly to my inbox. Are send to whole office?

B: Don't you ever look at messages post on the bulletin board?

A: I'm usually too busy to take a bunch of coffee break by the water cooler, Anyway, I'm sure the memo never get to my inbox, I'll have to talk our secretary about it.

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B. That's right, You will never know what your missing out of it if you don't read the memos. A: Ms. Dorsen, I need to take a dictation for me,

B: Yes, sir.

A: They should go out intra office memorandum to all employee by this afternoon, are you ready?

B: Yes, sir, Go ahead.

A: ence as official memos, ro B: Sir, A: but also any outside communications.

B: But sir, many employees use instance messaging to communicate with clients.

A: This were just have to change the communication methods, I don't want any one use instance messaging in this office, it waste too much time. Now, please, continue the memos. Where were we?

B: This apply to internal and external communications.

A: Yes, any employee who persist using instance messaging, will first receive a warning, and placed on prohibition, and the second sense, the employment will be termination. Any question regarding this new policy maybe dire

B: Is that all?

A: Yes, 5/Business Correspondence

A: Did you see the letter I got from Bradform films? They sent the responds to your phone call last week. B: If you want to see something about my call last week, why didn't they sent it to me?

A: I guess it must have contact information, so they sent it addressed in care of your department head, anyhow, they wrote to confirm in reading what you discussed about Milton contract.

B: Can I see it first in seconds?

A: Sure, here it is.

B: Dear Mr. Clock, bother to your telephone call last Friday, I'm reading to confirm our meeting on July 21st, as we discussed, our meeting is to review the contract details.

A: B: Let's see, It A: why do you ask?

B: The letter writes: please find the enclosed copy of our agenda for your review, I don't see anything else in the envelope.

A: Maybe they forgot to attach it to the letter. You should give them another call.

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A: Can you help me for a minute?

B: Sure, what I can do for you?

A: I'm try to write a letter to one of our clients, But I just don't know exactly what to say, I don't even know how to get started, I know I should write dear Mr. Mrs. or Ms. , but the problem is I don't know the name of contact person.

B: you can write to whom may .

A: OK, So I first their business, I can say something like grateful for your B: also, write off the bed you want to tell them of your writing, give them more reference.

A: Like "Regarding our new product line, we would like to announce a special price discount"

B: Right, do you need them to respond?

A: Yes, the letter would have a survey inside, and they should complete it and return to our office. How should I write that?

B: You can tell them" Please finding the enclosed customer service survey, else also, you can say: "Attach a customer survey". If you need resource it right away, you can tell them the urgent by saying " Please return the survey without delaMaybe it more polite with this as early as convenience. "

B: A: But I don't think it would be proper And

B: OK, Thanks a lot for your help!

6 Placing an Order下订单 A: Our toner cartridges are already out of ink. . . Could you make an order for a new set?

B: We will need new cartridges for all of the office printers? That will be a large order, probably about two or three cases. The office supply store we usually go through might not have that many in stock.

A: You can double check with the housekeeping department, but I am pretty sure all of the machines will need new cartridges. Last time when we made our order to the supplier, the quantity was also high. They are used to receiving such from us . As long as we give them a heads days in advance,

B: OK, Is there anything else

A: I think the only thing is toner. Try to see if they can deliver it before the end of business day tomorrow. We should really try to do better about waiting until the last minute to fill orders that are usually made on a monthly basis. Anyhow, see what you can do to expedite the order this time.

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B: OK, will do. A: May I help you?

B: Yes, I would like to place an order for toner cartridges. We have a standing agreement with your company, so we will need the same amount as last time.

A: I will pull up our records for you . Do you have an

B: The number is 184796

A: Yes, I have an order for three cases of cartridges, B: A: Is there the correct billing address?

B: No, pls post the bill to 124 Hildrod Lane, Milton County, 98830.

A: I will send you an invoice in the next few days. Your order should be delivered before the end of the day on Monday.

B: Thank you.

7 Co-Workers A: I'm real He always makes careless mistakes, and he's a pain to work with.

B: You sh But if and start name-calling in the office, it environment for A: You only say that because you don't have to work with him. The people in your department seem to capable and nice to be around. Take Mary for example. She's smart and enthusiastic. I've never anyone as cheery as she is.

B: Everybody has their strengths and weaknesses. Even Larry. He might be a pain to be around, but he's also very good at staying in budget on projects. Mary, on the other hand, spends our project money like there's no tomorrow. Also, she's never willing to stay a little later at the office. She always leave at 5: 00 pm sharp.

A: Even he is a great co-worker.

B: You are right. easy to get along with, honest, the credit on projects.

A: A: Do you get along with your co-workers?

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B: I get along pretty well with most of them. It seems there are always a few rotten apples in the bunch, though. Like Margaret. I don't know why management hasn't fired her yet. She's a terrible gossip.

A: Do you think management should fire someone just because they gossip?

B: It's not only that she gossip, but she also tries to start problems among other employees by spreading rumors and telling lies about her co-workers. She's not trustworthy, and in my opinion, I think she's nuts.

A: B: If you are aware of other part to make a good working environment, able to get

A: than others.

8 Bosses A: How are things at the office lately?

B: Just awful. Two weeks ago, we got a new boss, and I can't stand him. He is really unreasonable about our workload. Since he came, I've been so busy that I haven't had time to breathe!

A: That bad, huh? What about his personality? It's a nice guy at least?

B: I should be so lucky. He work, but he is also just plain mean about it. He

A: B: A: It must be terrible. Why don't you just quit?

B: If it wasn't for the money, I would quit in a heartbeat. But the problem is, I can't support myself if I don't work.

A: Yeah. But a boss likes that? To deal with him everyday, you should get a raise! A: Do you get along with your boss?

B: Actually I do. She is really understanding and reasonable most of the time. There was only one time I didn't really agree with her.

A: When was that?

B:

A: safe, and also doing their jobs.

B: You are right. She was being a good boss when she fired him, But I just felt sorry for him, that's all. A: Did this incident with your co-worker affect your relationship with your boss?

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B: Not really. All of us at the office respect our boss a lot.

A: You are lucky you can get along so well with your boss. It makes a big difference in how much you enjoy your job.

B: No kidding. If you don't like your boss or co-workers, they can make your life miserable.

9 Brainstorming A: B: A: take a break, you've been sitting at three hours trying to put B: I came up with a few different thoughts on the proposal, A: Maybe we can shelve the proposal for a while while you brainstorm.

B: We could do that, but I hate to put everything on hold.

A: You're right, it's no good to have things up in the air for too long. A: We've got to come up with a way to solve this problem! No one is getting all their work done during the work day. We need to do some brainstorming to come up with a time-management solution for our office.

B: Well, what do you suggest? It's that we are all wasting a lot of time. Fact is, we're understaffed. A: So you some new people? That is one possible be the problem? B: they might get more done in the morning before lunch.

A: That's true. Also, maybe we could shorten the lunch break from one hour to forty five minutes. That would add a little time to everyone's day.

B: Fifteen minutes would be good, but I wonder if it would make a big impact on the employees' output. I still think it's a problem with too much workload.

A: We ended up right where we started. Maybe it is time to look for some temp workers to help with a few projects. That would lighten everyone's load. 10 Commuting

A: d ] is already here.

B: You know, It's not We should cut him some slack.

A: Even though the traffic is bumper-to-bumper out there, I don't think it's heavy traffic that makes Bill late. He takes the train, remember?

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B: Oh, that's right. Well, the train shouldn't be late. That means there is only one explanation. . . . Bill must have overslept.

A: Well, to be fare, since he's coming all the way from Lancaster, he's got to get up much earlier than the rest of us. He must get start on his commute about 6: 30, no telling what time he actually gets up.

B: That's right, because he's got to get to the train station from his house, then take the blue line into the city, then switch trains to the red line. In all, the trip's got to take more than 2 hours.

A: B: Also, A:

B: It can't be that bad.

A: But it is! Take this morning for example. The subway was so packed this morning; I got totally squished by about a hundred busy commuters on the way to work.

B: At least the subway is better than the bus. It's faster for one thing. And usually less crowded. But the drawback is that the subway is more expensive than the bus. It adds up over time, if you take it every day. A: That's true. The bus is even worse. Just thinking about taking the bus every day makes me tired! Hey, how do you get to work every day? B: I ride my bike. so it's pretty convenient. it's only about a ten minute bike ride from my house to the office.

A: too. . . a good way to keep fit.

B: Yes, a good way to keep in shape, but a good as well. While you're

011 The working lunch

A: Excuse me, Don? I hate to bother you, but I need your help on something. Do you have time to brief me on the Martin account today?

B: Oh, that's right. You are supposed to deliver a brief on that account tomorrow. I know there are some things I need to share with you about that. But, gosh, I don't know. . . . Things are really busy for me today, the only time I can manage to squeeze out might be over lunch break. . . .

A: I hate to make you work through your lunch break with how busy you are. . . .

B: It's okay. . . .

A: delivery.

B:

A: I insist. I really appreciate you taking time to work with me in. What is your favorite fast food? I'll cater to your taste.

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B: Actually I do like Chinese. . . . Let's make it a date for Chop Suey and the Martin account at about 12: 30. Does that sound good?

A: Great. I'll bring the food. A: For our lunch meeting with the investors, do we have to make a reservation at the restaurant or do we just show up?

B: Usually for lunch, they should allow walk-ins. side, Will that suit your schedule?

A:

B: A: Yes, we'll start with appetizers, follow with a soup and salad course, then main dishes of prime rib or cordon bleu chicken, and finish up with a delicious rich dessert of some sort.

B: That'll be pretty heavy for a mid-day meal, don't you think?

A: As along as we stay away from anything alcoholic, we should be okay.

B: With your prime rib and chicken choices, you'd better hope nobody's vegetarian.

A: We can make some special arrangement if we need to. After all, it's the company who is footing the bill. 12 International Business Travel

A: Is that right?

B: Yes, Actually, A: B: No, I have never vacationed anywhere exotic. But even if I don't get a chance to travel on my personal time, at least I can travel on company time!

A: Well, being able to go to the conference sounds like such a great opportunity. Have you applied at the embassy for a visa yet?

B: Yes, it wasn't too hard to get. All I had to do was fill out the paperwork and pay the application fee. A: You leave next Tuesday, right? What time is your flight?

B: My flight departs at 7 am. I have everything except for my luggage ready. A: If your flight is leaving so early, I can take you to the airport and see you off. into the office by 9.

B: A: B: Good! They have expanded and are doing better than they were last quarter. It's nice to see some improvement for a change.

A: Do you see the trend continuing over the next few months?

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B: Yes, especially with so many of our executives going back and forth from here to Japan. The only problem is, they may have trouble when they go to open up business here.

A: Why would you say that?

B: They aren't too familiar with doing business outside of Japan. There are a lot of cultural differences to account for. A: I'll say! Sometimes they just do really differently. But one thing I can say, they are really hospitable.

B: A: I'm still suffering from jet lag.

13 Dressing for Business

A: Did you see the way that Brian came to work yesterday? Ever since he came back from that conference in Silicon Valley, he's been coming to work dressed in jeans and sweatshirts. It's like he's decided to make himself at home in his office. I don't know how long it'll take before the management talks to him about it.

B: He was really influenced by the way they do things on the west coast. I guess the working atmosphere is a lot more relaxed and casual in California. It comes from the information technology industry. . there isn't such a large division between home and office, so people want to work in the clothes they feel more relaxed in. A: Maybe so, which the rest of us in white shirts, dark suites, and ties.

B: Besides, A: B: style of dressing down is not quite acceptable.

2

A: Even if our company didn't have a dress code, I still think people would wear formal clothing to work. B: I wouldn't be so sure. . . People want to wear what they feel most cofortalbe in.

A: Maybe that's ture for some positions, but I think the marketing and sales staff would definitely not agree. They dress for success? You can't go out on a sales cal if you are dressed in jeans. It's just not respectful to you client.

B: I think what you wear is so overrated. I would rather have a down-to-earth, than a painted, patent leaather,

A;It's not as simple as judge you by your appearance, whether So dressing It's your

B: Maybe you're right, but I'll take my sneakers and jeans any day!

14 Hotel Situations旅馆情景

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F: Hello, welcome to Prise star hotel. How may I do for you?

M: Hi, yes, I have a reservation. My secretary called and booked a room a couple of weeks ago, the reservation should be for a double bed, none smoking room.

F: And what name of reservation made under?

M: It should be under Steve Jhonson

F: Mmm, let me see, it seems there is Jhonson listed a room for tonight, is there any other name that you reservation list under？

M: F:

M: Sure, here it is. would it be posible to check out and pay bill in the morning, also, what time is brack served?

F: There is a continent for breakfast from 6: 00am to 10: 00am, is in the larby.

Also you can pay your bill in the morning, but we require a 20% depart it of front, but I can just keep a record of your credit on file. Ok, I’ve got you on set up if you could just sign here, and in a show here, here is your room key, anything else I can do for you?

M: Yes, could you call me a taxi please? M: Excuse me, can you help to change my room if possible, I couldn’t sleep at the

F:M: I’m on the 6th floor, room 698, I’v have many problems with that room, just this morning, I called someone up to 5th to assure the bathroom, it didn’t work, and it still doesn’t work.

F: Oh, dear, well, it looks likely we have a few room for available, can I put you into a room on 17th floor?it has a backhole and it doesn’t face the high way.

M: Ok, that would be very nice!What do I need to do for transfer?

F: Let me check you out of your old room, you have to sign here, and acknowledge these changes and also the charges for your previous room. Then I can hold you up to room 1780. M: Mmm, I don’t think the charges are right, can you explain them please?

015 Negotiating the Subway

A: B: There are many interesting places you should be sure to see. One problem is transportation, however. Because the city is very old, the roads are narrow and congested. If you only have three or four days to visit, you don't want to spend them waiting in traffic in a cab. I suggest you take the subway.

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A: The subway? But is there a subway station next to my hotel? I have to go between the conference center and the hotel several times a day. . . . .

B: No worries, there's a subway station at the conference center itself, and a shuttle from your hotel to the conference center that takes only 5 minutes. When you do your personal sightseeing, you can first take the shuttle to the conference center, then hop on the metro.

A: B: You can get a daily pass you to travel unlimited for the whole day 6 dollars. Otherwise, A: B: it's very hard to get lost. If you get lost, A: Excuse me, can you help me figure out how to get to the Wudaokou subway station from here?

B: Sure. . . . first you're going to have to buy a ticket to ride on the subway. The Wudaokou station is on the lightrail, so you'll have to transfer. Be sure you buy a combination ticket for the regular subway and the light rail. It should cost you 5 yuan.

A: An after I buy the ticket, where should I go?

B: but you'll have to transfer to the blue line at Fuxingmen transfer station. After you transfer,

A: then how long do I ride the blue?

B: line until you reach Xizhimen. That's a will likely be a lot of You can transfer to the light rail there, the unused portion of your combination ticket to the ticket master, they'll give you a new ticket to use on the light rail system.

A: It sounds so complicated!

B: No, not the really, don't worry about it, like I said there'll be a lot of people there doing the same thing that you are doing, so just follow the crowd, There's only one direction to go, so you won't get on the wrong train. Head north on the Yellow line, and you'll see Wudaokou in just a couple of stops.

A: Thanks! Client Reception接待客户

16/Receiving clients

F:M:Mirson from Epson associate. I’d like to see Mr.F: Do you have an appointment?

M: Yes, he knows I am coming. Our meeting is at 7 o’clock.

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F: I wondering if Mr Smith forgot your meeting, I am afraid he left this office this morning and he is not expected back until after 4PM. let me find out if he made an arrangement for someone else to meet with you in his place, will you please have a seat?

M: sure.

F: Yeah, Mr Mirson, I just checked with their office manager Ms Terry, she said Mr Smith briefed her on your around for your waiting?

M:F: F: Good afternoon, what can I do for you today?

M: Yes, I was wondering if I could speak to anyone about establish with your company.

F: Do you have any appointment with any of our financial advisers?

M: I was aware I need to make an appointment.

F: Oh, it is no problem, I can see if anyone is available now to meet with you. can you please wait just a moment? Go head and have a seat. make yourself comfortable.

M: Thank you!

F: Thanks for waiting! I 10 minutes, I you to talk with Susan, she can help to answer have about take this number and will let you know your number is called,

M: Where is her office?

F: It is on the 3rd floor, take the adfee at front, and when you get the it is the first door on the right.

M: Thank you, I am sure I shouldn’t have any problem of finding it!

017 Entertaining Clients A: Mr. Bryant? Hi, I’m Mike from Florence Incorporated. I’ll glad you made it okay. How was your flight? B: It was pretty bumpy, also a bit long, all together about 5 hours.

A: That is a long flight. You had a layover too, is that right? You must be tired.

B: Actually I feel quite rested.

A: Is it your first

B: You're too kind.

A: I’ve already made a hotel reservation for you, let's go to the hotel first and drop off your things. Then, I’d like to have a drink so that we can get better acquainted. I’ve booked a table at an exclusive restaurant downtown.