新编剑桥商务英语

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MODULE3BUSINESSTOPIC

3.1Communicationatwork

VOCABULARYMeanofcommunication

1Whatdoesthisquotationmeantoyou?

‘Thinklikeawimanbutcommunicationinthelanguageofthepeople.’

,poet(1865-1939)

2DeletetheverbthatdoesNOTgowitheachtypeofbusinesscommunication.

0anemailnd/draft/post

1aphonecalldo/make/receive

2apressreleaputup/issue/putout

3anadvertisingcampaignlaunch/run/make

4aprentationgive/make/tell

5ameetingorminarhold/attend/carryout

6areportproduce/run/publish

7anoticeputout/putup/display

8amemotoallconcernedpublish/ndout/circulate

9informationontheInternetpost/make/put

3ForwhichofthefollowingwouldyoufeelmostconfidentusingyourEnglish?And

leastconfident?Discusswithyourpartner.

aprentationameetingaphonecallareportanemail

4Discussthequotationswithyourpartner.

Haveyouhadgoodexperiencesofdealingwithcompaniesthroughcallcentres?

DoyoushopontheInternet?WHY?/WHYNOT?

Withwhichproductsorrvicesisface-to-facecontacthelpful?Withwhichisit

unnecessary?

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5ReadthefiveextractsfromthemagazineManagementNowonpage27andthen

matcheachoftheeightstatements(1-8)lneedto

usomeofthetextsmorethanone.

0Youcangatheralotofcustomerdatawithmoderncomputersystems.A

1Onefuturetrendwillbemoredirectcontactbetweencompaniesandtheir

customers._____

2Businesshasn’treallychanged,onlythemediaofcommunication._____

3Companiesneedtothinkaboutwhichchannelismostappropriatetotheir

customers’needs._______

4Customersarefrequentlyfrustratedbynotbeingputthoughquicklytotheperson

theyneedtospeakto._____

5Thereislesshumaninteractionnowadays,butthisisn’tnecessarilybadforthe

customer.________

SSUE

Bettercommunication?

‘THEMOREELABORATEOURMEANSofcommunication,thelesswe

communication.ˊ

thatwastruethen,whatwouldhemakeofcommunicationstechnologytoday?

NatalieFitzgeraldaskedfivepeopleworkinginthefieldwhattheythought.

ABillOsmond,dataanalyst

Ithinkhe’ulITsystemsgivecompanienormousamounts

ofinformationoncustomerbehavior,butit’swhattheycandothisdatathatmatters.

AgoodexampleinrecentyearswasCentrica,ireda

bigportfolioofdifferentcompaniesandthenspenthugeamountsofmoneyonanIT

systemdesignedtocross-llitsvariousproductsandrvices-financialrvices,

telephonecontracts,energysupplyandsoon_tothecustomersinitsdifferent

ynevermanagedtodoit,becautheirITpeoplewereunableto

mergeallthecustomerdatabasortomakethemtalktoeachother

BSARAHBRIDGESTONE,formercallcentremanager

eexampleofa

ustomercalls,he’sgivenalistofoptions

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tochoofrom:dialIforbillenquiries,2toupgradehishandt,3ifhehasatechnical

problem,4ifhe’chofthehe’staken

illcan’tfindwhatheislookingfor,he’s

invitedto‘stayonthelineuntilanoperatorbecomesavailable’.Thiscantakeupto

tenminutes,bywhichtimeheisnowrio

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lyems

counter-productive.

CDOUGCOOK,bankmanager

Thereisnodoubtthatmoderncommunicationchannelshavedepersonalizedalotof

avebeendoingthisforyears,tryingtocommoditithe

rvicethattheyoffersothattheycanrationalizeitandmakeitcheapertodeliverMost

transactions-bankdeposits,cashwithdrawals,issuingofstatements-havebeen

automatedwhetheratacashmachine,ssaved

t-cuttingisbynomeanstheonlydriver-

it’satrendalsodriverbycustomerdemandforaquickandflexiblervice.

DFARHANAPATEL,onlineretailer

It’rItextyouamessageortellyouthesamemessage

face-to-face,it’wthofInternetshoppingcomparedtothatof

highstreetshoppingshowsveryclearlythatcustomerswantcheaperandmoreaccessible

artedoutasamarketplacefor

individualsbut,increasingly,companieshaveudittollproductsdirecttoconsumers.

Infaceit’sstillacommunity

ofbuyersandllerswhotalktoeachotheranddobusinessjustthesameasiftheywere

dealingface-to-face.

EBRIANMACWHINNEY,managementconsultant

Businessareoftentooquicktoembracenewtechnologyinordertosavemoneyor

lyingthesamesolutiontoalltypesofbusinessis

callcentreinIndiato

handleenquiriesabouttraintimesonrailwaysinEuropeisabadideabecauitisn’t

suitedtocustomers’therhand,aEuropeancustomerofa

computercompanydoesn’treallymindifhistechnicalproblemissolvedbyacall

centreoperatorinIndiaorIrelandorAlaska,becauitdoesn’trequireanycultural

,Iexpect

we’lleareturntomoreface-to-facecontactwithcustomersandmorelocalrvices.

SPEAKING1Whichofthefollowingdoyoufinduful?Whendoyouuit?

Why?

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mobilephoneemailSMSMSNBlackberry

2Decidethebestwaystocommunicationthefollowingmessages.

What?Towhom?How?

0Anapologyforforgetting

tondsomeinformation

AcustomerSendaformalletter

1Thecompany’s

gratitudeandappreciation

Anemployeewhoisabout

toretire

2Achangeofbrand

identity

Thegeneralpublic

3Theappointmentofa

newmanagingdirector

Alltheemployees

4Anewwebsitethe

companyhascreated

Yourcustomers

5Thecompany’swork

tohelptheenvironment

Themediaandthegeneral

public

6Vacantpostsfortrainee

salesmenandwomen

Youngrecruits

7Adiscount(foralimited

period)onaproductline

Yourcustomers

8Anapologyfor

forgettingtondsome

information

Acolleague

9Thecompany’shalf-

yearlyfinancialresults

Theshareholdersand

financialinstitutions

VOCABULARY3Completeeachdefinitionwiththecorrectword(thefirst

letterhasbeenwrittenforyou).

0Toanswersomebody,yougiveareply.

1Toaskforsomething,youmakear_____.

2Tohelpsomeoneremember,yougivethemar_____.

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3Tosuggestorrecommendsomething,youmakeap_____.

4Tosaysomethingpublicly,youmakeana______.

5Tosaysorryyoumakeana______.

6Toinsistthatsomeonedoessomething,youmakead_____.

GRAMMAR

GrammarTip

Oftenverbsthatexpressasimilarnotionwilltakethesameform,egdissuadediscourage,

deterareallfollowedbysomeonefromdoing.

Thiscanalsobethecawithoppositenotions,egagreeandrefu+todo.

Idiscouragedhimfromapplyingforthejob.

Idissuadedhimfromapplyingforthejob.

Verbpatterns

Intheemailbelow,alltheformsfollowingthecommunicationverbs(discuss,apologi

etc)tthem.

DearJim

forgiving

forgiving

Firstofall,Iwouldliketothankyou(0)’svery

kindofyoutoagree(1)workingwithusonthisproject-Iknowyouareverybusy.

Whenwelastmet,wediscusd(2)aboutcreatingaspecialteamtodealwithcomplaints

incehadameetingwithSarah,theheadoftheCustomer

Servicesteam,andIhavepersuadedher(3)gested(4)tomeetnext

eantime,sheisgoingtoencourageherteam(5)for

givingtheirideas.

Imustjusttell(6)toyousomethingwhichhappenedlastweekthatshowshowmuch

weneedabettersystemfordealingwithcomplaints.

Lastweek,acustomerrangtocomplain(7)abouthavingtowaitonemonthfordelivery

dus(8)tokeephismoneysothatwecouldearnintereston

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espersonwhoansweredthecalloffered(9)

giving

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himadiscount,hecked,I

discoveredanemailfromusinformingthecustomerwhenhethoughttheproduct(10)

esmanwasverydefensiveand

saidthathecouldn’tbecriticized(11)oftryingtokeepthecustomerhappy!

Soyoue,we’gforwardtohearingfromyou.

Bestwishes

Karen

PSRemindme(12)topayforlunchnexttime!

5Putthewordsbelowintotheircorrectplaceinthetable.

urgethreatenpropoundertakepraiblamerecommenddenyconvince

persuade

+someone+todo

promi+todoAdmit+doingCriticize

+someone

fordoing

Suggest

+doing/suggest

thatsomeone

shoulddo

_________________________________________________________

_________________________________________________________

__________________________________________________________

6Completethentences.

0Theythreatentotakeustocourtifwedidn’tpaythemimmediately.

1It’st__________ananonymoumail.

2Once,inarestaurant,Icomplained___________andthemanagertoldustoleave.

3Whatawasteoftime!Wespentthreehoursdiscussing___________.

4Thecompanyoffered__________,butamazinglysherefud.

5I’vepromid___________bytomorrowmorning.

6Ican’tbelieveyouhadtoremindhim____________.That’shisjob.

7Theregulatoraccudthecompany______________initsadvertiments.

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GRAMMER1Talkaboutoneofthesituations1-4,answeringthefollowingquestions.

Remembertouthecorrectverbpatterns.

●Whendidittakeplace?

●Whathappened?

●Whowasthere?

●Whatwassaid

1anunusualprentationortalkthatyouattended

2amemorablejobinterviewyouhad

3ameetingwheretwopeopledisagreedstrongly

4aninterestingbusinesspropositionthatwasmadetoyou

WhenIwasinmyfinalyearofuniversity,afriendaskedmeifIwantedtojoinhimina

Icouldagreetodoit,Ihadtobesurethatitwas…

LISTENIINGDealingwithproblems

2LookatthiscustomercharterpublishedonthewebsiteofPenco

tintendedtomakeyoufeelaboutthecompany?

Doyoubelievetheirpromis?

PencoTelecommunications…rviceisourpassion

Customercharter

:

respectyourprivacyandkeepyourdetailconfidential.

offeryouthebestratesfornationalandlocalcalls:ifyoufindbetter,we’llrefundthe

difference.

answeryourcallstoourcustomerrvicecentrewithinthreerings.

bepunctualforrvicevisitappointments(nevermorethanonehourlate).

giveyouimpartialadviceonthebesttelephoneandtechnologypackageforyou.

answeranyemailwithinfourhoursandanyletterwithinfivedays.

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carryoutsatisfactionsurveyachthreemonthstoensureyouarehappywithourrvice.

33.1Listentothisphoneconversationbetweenanangrycustomerandacallcentre

operatorforPenco

Telecommunications.

1Whatisthecustomer’sproblem?

2Whatsolutionsdoestheoperatorsuggest?

3Whichonedoesthecustomeraccept?

43.1Listenagainandcompletethephrasthattheoperatorustodealnsitivelyand

1-3wordsforeachspace.

1I____________thewait,sir.

2CanIhaveyournumberandI__________itstraightaway?

3Don’tworry,I’ll________toyou.

4Hecanbethereby6pm._______________convenient?

5I______________________,I’mgoingtohavetoreschedulehim

foranotherday.

6I____________just___________foramoment.

7Wouldthatbe___________________?

8Ifyou____________tellmeyourmobilenumber,Icangetthatactivatedimmediately.

SPEAKINGHandlingcallsnsitively

ach

nsitivelywitheach

thenotesbelowandprepareyourtelephonecalls.

StudentA

mputershavebeenbehaving

ethecallfromacustomer.

tureinthecatalogue

showedacompletefishtankwithheater,nitarriveditwas

onetocomplain.

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3Itis6:eiveacallfromsomeonethatyoudon’

don’tlikereceivingunsolicitedcallsathome.

eivearequest

whichisnotreallypossibletosatisfy.

StudentsB

utracktheorderonthe

internet,einLondon.

Telephonetofindoutwhat’shappening.

receiveacallfromanunhappyandconfudcustomer.

lpotentialcustomersin

theeveningstoofferthemafreemonth’ecall.

4Whileatworkyousuddenlyrealithatyouhaveleftyourirononathome–inasmall

villageonehour’onetheelectricitycompanytoeiftheycancut

oftheelectricitysupplytoyourhou.

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