新编剑桥商务英语(高级)第三版3.1
MODULE 3 BUSINESS TOPIC
3.1 Communication at work
VOCABULARY Mean of communication
1What does this quotation mean to you
2
‘Think like a wi man but communication in the language of the people.’
W.B. Yeats, poet (1865-1939)
2 Delete the verb that does NOT go with each type of business communication.
0 an email nd /draft /post
1 a phone call do/make /receive
2 a press relea put up /issue/put out
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3 an advertising campaign launch/run /make若隐若现
酒店保安4 a prentation give /make/ tell
5 a meeting or minar hold /attend /carry out
6 a report produce/run/publish
7 a notice put out/put up/ display
8 a memo to all concerned publish/nd out/circulate
9 information on the Internet post/make/put
3 For which of the following would you feel most confident using your English 淘宝购物
And least confident
一年级上册语文期末考试试卷Discuss with your partner.
a prentation a meeting a phone call a report an email
4 Discuss the quotations with your partner.
经典正能量语录 Have you had good experiences of dealing with companies through call centres?
Do you shop on the Internet WHY /WHYNOT
With which products or rvices is face-to-face contact helpful With which is it unnecessary
5 Read the five extracts from the magazine Management Now on page27 and then match each of the eight statements (1-8) with one of the extracts. You will need to u some of the texts more than one.
0 You can gather a lot of customer data with modern computer systems. A
1 One future trend will be more direct contact between companies and their customers._____
3Business hasn’t really changed, only the media of communication._____
4Companies need to think about which channel is most appropriate to their customers ’needs._______
中国银幕5Customers are frequently frustrated by not being put though quickly to the person they need to speak to._____
6 There is less human interaction nowadays, but this isn’t necessarily bad for the customer.________
MANAGEMENT NOW. APRIL ISSUE
Better communication?
‘THE MORE ELABORATE OUR MEANS of communication, the less we communicati
on.ˊThe were the words of Joph Priestly over 200 years ago .But if that was true then ,what would he make of communications technology today?
Natalie Fitzgerald asked five people working in the field what they thought.
艰难苦恨繁霜鬓潦倒新停浊酒杯A Bill Osmond, data analyst
I think he’s got a good point. Powerful IT systems give companies enormous amounts of information on customer behavior, but it’s what they can do this data that matters. A good example in recent years was Centrica, the British utility company. It acquired a big portfolio of different companies and then spent huge amounts of money on an IT system designed to cross-ll its various products and rvices-financial rvices, telephone contracts, energy supply and so on _to the customers in its different business. But they never managed to do it, becau their IT people were unable to merge all the customer databas or to make them talk to each other
B SARAH BRIDGESTONE, former call centre manager
