职场实用英语

董云鹏

目录

  • 1 Meetings商务会议
    • 1.1 Needs Analysis
    • 1.2 Opening a meeting
    • 1.3 Presenting information
    • 1.4 Problem-solving
    • 1.5 Explaining and Clarifying
    • 1.6 Agreeing and Disagreeing
    • 1.7 Summarizing and Closing
  • 2 Business Negotiation商务谈判
    • 2.1 Need Analysis
    • 2.2 Preparing   to  negotiate
    • 2.3 Opening the negotiation
    • 2.4 Making proposals
    • 2.5 Reaching agreement
    • 2.6 Involving others
    • 2.7 Concluding the deal
  • 3 Telephoning电话沟通
    • 3.1 Need Analysis
    • 3.2 Focus on listening
    • 3.3 making calls
    • 3.4 Receiving calls
    • 3.5 Receiving and Leaving messages
    • 3.6 Dealing with problems
    • 3.7 Conference calls
  • 4 E-mailing电子邮件写作
    • 4.1 Need analysis
    • 4.2 Getting started
    • 4.3 Structuring your message
    • 4.4 Being clear and concise
    • 4.5 Choosing the right level of formality
    • 4.6 Getting the tone right
    • 4.7 Checking before you send
  • 5 Sociallising商务社交
    • 5.1 Opening a conversation
    • 5.2 Making conversation
    • 5.3 Building rapport
    • 5.4 Entertaining
    • 5.5 making arrangements
    • 5.6 Leave-taking
  • 6 Presenting商业报告和演示
    • 6.1 The first few minutes
    • 6.2 Using equipment
    • 6.3 Organizing what you want to say
    • 6.4 Maintaining interest
    • 6.5 Dealing with problems and questions
    • 6.6 Summarizing and Concluding总结和结束
Choosing the right level of formality
  • 1 choosing the...
  • 2 文本与参考答案

                     Chooosing the right level of formality

                                        选对正式程度

学习内容概要

  • Features of formal and informal e-mail  正是邮件和非正式邮件的特点

  • Factors to consider when choosing theright level of formality

选择恰当的正式程度时需要考虑的因素

  • Useful language for being formal andinformal (would you mind…; thanks for…)

    正式和非正式的实用表达（如 would you mind…; thanks for…)

Context 情景



正式程度

1 看下面的邮件，按照从最正式（1）到最不正式（3）的顺序给他们排序。

A

To:makki.e.rajala@hort.com

From:LaurenMajor@PTU.co.uk

Subject:Your latest order

Makki,

I just wanted to let you know that I got your order today.I’m really sorry,but we’ve run out of   the blue folders.Can you get in touch and let me know whether red ones would be OK  

 instead?

  

Best wishes

Lauren

B

To:  johnmartin@marlow.org.uk

From:  Q_Wan@cav.com

Subject:  Hi john

Hi

Thanks for your order – got it today. Will send off all the stuff to you straight away. Thanks a   lot!  J

B4N

Qing

C


     To:  m_nathan@nyh.com

From:  j.martin@ahorn.fr

Subject: Stationery order of 12 August

Dear Mr Nathan

Thank you for your stationery order of 12 August.

I have pleasure in confirming that the goods have been dispatched to you today.

If you require any further information, or would like to place another order, please do not        hesitate to contact me.


Yours sincerely

Jean Martin

Sales Assistant



要考虑的因素
Presentation语言呈现



1 读上面三封邮件，回答下列问题。

1What are typical features of (a) informal and (b) formal e-mails?

2What factors are important to consider when deciding whether to write aninformal or formal e-mail?

2 听公关经理Catherine Piper的一段话，与你对上面第二个问题的回答进行比较。


指导原则

3 请看以下公司邮件写作指导原则的三段节选。将每段节选与第58页和第59页上的邮件对应起来。指导原则

You should always use an informal style in all e-mailsto appear friendly and approachable. This means that you can start an e-mailwith Hi/Dear and Best regards. You may also use contractions (don’t, etc). Avoidpassive forms where possible (It has been said…, etc).

An e-mail can be read and forwarded to anyone in the world, so make sure yoursleaves a positive impression, both of you and the company. If you wouldn’t sayit in a letter, don’t say it in your e-mail

Althoughit's safer to be more rather than less formal, especially in external e-mails, thereare no hard-and-fast rules. Be guided by the other person. If they use aninformal style to you, it's acceptable for you to use a similar style whenresponding. However, use Internet abbreviations (CU, etc.) and emoticons (☹etc.)in informal internal e-mail only.

小贴士

通常在比较正式的邮件才用被动语态。


4 在对内邮件和对外邮件的正式程度方面，你们公司有明确的指导原则吗？

如果有，是什么原则？如果没，如果没有，你认为指导原则应包括哪些内容？

实用表达

5 在第58页和第59页的邮件中找出相应的表达填入下面的表格。                            


 

Formal

 		 

Informal

 
 

A T hanking someone

 		 

Thank you very much for… 

Thank you for…

 
 

B  Asking  someone 

    to  do something

 		 

Would you mid…? 

Could / Would you…?

 		 

Can you…?

 
 

C  Confirming 

  something

 

I wish to confirm…

 

I just wanted to    let you  know… 

 
 

D  Apologizing for

 		 

I would like to apologize        for… 

I apologize  for…

 

6 从第58页和第59 页的邮件中找出与“订货和供货”相关的词，填入下面

的表格。可以查词典。

       

 

Formal

 		 

Informal

 

 

Stuff 

 

 

 

 

7 你能想出那些开始或结束正式和非正式邮件的方式？给出使用每种方式的

例子并说明理由。（以本单元及第一单元的电子邮件为例。）

8  这些非正式的网络缩写表示什么意思？

1 2L8    2  AFAIK   3  LOW  4  TIA   5 B4N      6 CU

7 CUL    8 OTOH   9 TKS   10 FYI    11 BTW   12 FAQs


Practice 演练


正式表达

1 用更正式的表达代替句中斜体的部分。

Example: I’m happy to saythat your order has been dispatched.

I have pleasure in confirming that your orderhas been dispatched.

1 I just wanted to let you know that your order has been processed.

2 Can I place an order byphone, please?

3 I’m really sorry about the delay to your order.

4 Thanks for your order.

5 Can you confirm your contact details, please?


非正式表达

2 从括号中选出较不正式的表达完成下列句子。

Example: I hope you foundthe service (satisfactory / OK).

1 I (‘m really sorry /apologize) for the delay.

2 Thanks (a lot / very much) for the delay.

3 I (got / received) your order form this morning- many thanks!

4 Can you (contact / get in touch with) Janet asap?

5 This is just to (ley you know / inform you ) that the (stuff/ goods)  arrived OK.

收到订单

3 按正确顺序排列下面的句子，组成一封确认收到订单的邮件。

a Margaret Nelmes (Customer Services Manager)

b Thank you for placing an order with BFT Direct.

c Your order is now being processed.

d  Subject: Order No.556454

e  Once we have received the goods from our suppliers, you will be contacted to arrange a convenient delivery date.

f  Dear Miss Beech

g  Alternatively, call our customer services division on 08939 385030

h Yours sincerely,

i  Meanwhile, if you wish to contact us regarding your order,  please e-mailus on: bft_orders@bft.com


正式/非正式

4 根据提示改写下列句子，使其更正式一些。

Example: I’ve put a copy of our latest brochure in the post to you today.

(A copy of …)

Acopy of our latest brochure has been put in the post to you today.

1 Can you let me have some more details of the discounts you offer?

    (We would appreciate…)

2 I have a stationery order once a month. (A stationery order…)

3 I’ll cancel the order as soon as I can. (The order…)

4 I’m sorry about any problems this may cause.( We apologize…)


5  给你熟识的一个同事写封简短的邮件，感谢他/ 她帮你处理订单，并寻求下

一次的帮助。


供货出现问题


6   a 你为一家电脑硬件供应商工作。音频4.2是一位顾客的语音留言，这位 顾客没收到的货物。听录音时，边听边做笔记。




Name:

Company:

Orderno:

Order details:



b写一封回复邮件。



小贴士

写邮件的时候，想一想收件人希望邮件的正式程度是怎么样的。 



7 下面有些行中有多余的单词。找出多余的单词，写在邮件右边的横线上。在正确的行后面画√。

To:  Hugo.Grant@tra.fi

From:  G.Hellios@millino.com

Subject:  Missing order

Dear Mr Grant

I am sorry to hear about the problems you                     1                            

have been experienced with the order                            2                          

you did placed with us on 23rd June.                             3                          

I cannot yet to say who is at fault but I assure               4                          

you there will be a most full investigation.                    5                          

Jessie Black, who our production assistant,                   6                          

will contact you shortly to arrange suitable                   7                          

compensation for the many inconvenience                   8                          

that you have been caused.                                            9                          

I would like to apologize once more again.                 10                          

Yours very sincerely                                                    11                          

Giorgio Hellios


8 看下面的邮件，整封邮件在正式程度上一致吗？为了让邮件在正式程度上保持一致，你会做哪些修改？

Dear Mr lambert

Thanks a lot for delivering our recent order for 34 lamps (model 2011) so promptly. We would like to place a follow-up order for 45 of the same model. Give me a call,will you, to discuss    dis counts for multiple orders.


TIA

Barbara Frank


Consolidation 巩固练习

1 想一想你需要写的一封工作邮件。根据第106页学习材料部分的表格准备邮件内容。       

 

Consider there and other factors

 		  

Notes

 
     
 

Your target reader

 

  

 

Your reason for writing

 

  

 

Appropriate level of formality

 

  

Useful words / phrases / grammar

 


2   写出邮件。

3  再看一下你写的邮件。正式程度合适吗？整封邮件在正式程度上是否保持了一致？


Reference 重要词汇和表达


Useful phrases 实用表达

Thanking someone 向某人致谢

Thanking you very much for (your reply).

非常感谢（您的回复）。

Thank you for (your e-mail).

感谢（您的邮件来函）

Thanks for (your order).

感谢（您的订单）。

Tanks a lot (for everything)

非常感谢（你所做的一切）。

Asking someone to do something 请求某人做某事 

Would you mind phoning the supplies?

你能致电供应商吗？

Can you get in touch about your recent order?

你能来电讨论一下你最近的订单吗？

Could you confirm your contact details?

请您确认一下您的具体联系方式好吗？


Confirming something 确认某事 

I have pleasure in confirming (that the goods have beendispatched).我很高兴地确认（货已发出）。
I wish to confirm (that I have received your  order).特此确认（我已收到贵方的订单）。
I just wanted to let you know (that I got the   stuff).我只是想告诉你（货已收到）。


Apologizing for something 为某事致谢 

Please accept my apologies for (the service   you received).因（服务不周），请接受我的道歉。
I would like to apologize for (the delay).我为（此次延误）而抱歉。
I apologize for (the problems you had).非常抱歉，但是（我们的文件买完了）。


Vocabulary 词汇

Orders and supplies 订货与供货

cancel /please/process/receive(an order)取消/下/处理/收到（订单）confirm (an order)确认订单

client n. 客户

contact v. 联系
customer n. 顾客customer services 客户服务部

delivery (date/terms)交货（日期/条件）

discount n. 折扣
dispatch v. 发货get in touch/*联系
goods n. 商品stationery n. 文具

letter of complaint 投诉信

order n. 订单；订货
run out of *用完；耗尽service n. 服务
Stuff n. 东西；物品Supplier n. 供应商


Message abbreviations*短信及非正式邮件里德常用缩写

2L8                                          

                           

  too late     太迟了
AFAIK   as far I know据我所知
B4N     bye for now  再见
BTN                                  by the way 顺便说一下
CU       see you                                    再见
CUL     see you late                           回头见
FAQs       frequently askedquestions  常见问题
FYI      for your information               供参考
IOW     in other words                         换句话说
OTOH on the other hand                    另一方面
TIA       thanks in advance                   先行感谢
TKS      thanks                                      谢谢

* 为非正式用语 

学习建议

 注意做笔记，记录下那些实用的非正式表达，以及每个表达对应的较正式的说法。

e.g. to get in touch with someone =to contactsomeone

       to letsomeone know =to tell someone

此外，记录新学的单词和表达时，标出它们是正式的（f.）还是非正式的（inf.）。

e.g. stuff (inf.); to regret (f.); a lot of (inf.);goods (f.)


Review复习


1 按正确顺序排列下面单词，组成订购物或供应商打交道时常用的表达。

  

  1 I forward look receiving to order your

  2 further like would if you any information please do not contact hesitate to me

  3  priceincluded VAT is in the

  4 we for apologize inconvenience any caused

  5 pleasure have I confirming in your that order been has dispatched

  6 attaching a I am copy I’ve sent you the order

  7 I know just to let wanted I’ve sent you the order

  8 you get can in soon touch as as possible

 

 

2 看下面这些词或短语，将意思相近的两个组成一组。判断每组表达中哪个是正式用语，哪个是非正式用语。


 

3 音频4.3中，JohnMartin在与一位同事谈论他从事供应商那里收到的一封邮件（第59页邮件B）。听录音，然后以恰当的正式程度改写这封邮件。

 

4 给客户写一封简短的邮件，为缺货道歉，并询问对方是否愿意接受代替品。