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商务礼仪与专业形象中英双语版(124页)讲解.ppt124页
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Communication Manner in the business World 商务世界里的交流方式 Social Manner and Style社交礼仪和风格 社交场合的礼仪 1.Body Noise 身体发出的声音
Coughing 咳嗽 Turn the head from people and cover your mouth with your
handkerchief. Say softly “Excuse Me” Respond with “Bless you”
Yawning 打哈欠 Apologize must be made by blaming your yawn on lack of sleep, even when boring is the cause. Never pretend people can not hear it. 社交场合的礼仪 2.Same sex generally do not hold hands
同性朋友不要牵手
3.Refrain from greetings that involve hugging
一般情况下问候时都不用拥抱
4.Escalator
乘坐扶手电梯时应靠右
5.Unreceptive to being touched
避免身体接触
保持身体距离 社交场合的礼仪 6.Body Fidgeting This is absolutely forbidden in social behavior:
在办公室的举止 坐电梯的礼仪 Learn to Take Compliments Graciously学习如何接受赞美 When someone praises your work or performance, express your thanks
Thank you. Thank you, you are very kind to do so. Thank you, I am glad that you like this song.
No. I sing very poorly. It is not that good. Social Introduction社交介绍 A man is always introduced to a woman 先把男士介绍给女士
“Miss Wang, I would like you to meet Mr. Li” “王小姐，让我介绍李先生给你认识。” “Mr. Li, this is Miss Wang” “李先生，这位是王小姐。”
先把年轻的介绍给年长的人 先把比较熟悉的人介绍给比较陌生的人 Business manner different from social introduction manner, because it is based on hierarchy 阶级地位 ,rank 社会地位 and authority 权威人士 .
The rule is: -People of less authority are introduced to people of greater authority.
职位较低的被介绍给职位较高的。 -Gender and Age play no role 性别与年龄，不列入规则
Exceptional Cases 例外情况： -Clients and Officials are always more important than people in your co
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英文解说职场礼仪：RSVP是什么意思？(10)
　　英文解说职场礼仪：RSVP是什么意思?(10)
　　(Office ambience)
　　陈：Mary，美国公司三星请我12月1号去吉祥餐馆参加晚宴。可是请帖上这RSVP几个字母是什么意思?
　　M: 噢，RSVP就是Please reply。也就是&请答复&的意思。RSVP来自法文(注：RSVP= R&pondez s'il vous pla t)，但是现在美国人普遍在请帖上用RSVP，也就是请被邀请的人收到请帖后告诉主人你是不是能去。
　　陈：原来RSVP就是要答复你能不能去。嗨，请我吃饭! Of course I can go。不过，12月1号离现在还有两个星期。我过了下星期再给他们打电话。
　　M：哎，不行，等到最后一天答复或根本不答复都是不礼貌的。你决定了，就打电话答复。Reply immediately。
　　陈：那要是我不能去，我就可以不答复吧?
　　M：No，you have to。 RSVP的意思是，不管你能不能参加，收到请帖的人都应该答复。这样主人才知道人数有多少嘛!
　　陈：OK, I'll reply immediately。 谢谢Mary，我又学到了一个词RSVP.....RSVP
　　陈：Mary，我明天不想去去吉祥餐馆吃饭了!
　　M：怎么啦?你不是已经打电话告诉他们你去吗?
　　陈：是呀，可上星期我又接到一张请帖，请我去一个五星大饭店吃饭。两个晚餐是同一天，那，我当然要去五星级的大饭店啦。
　　M：No, you can't do that。你不能因为有了更好的邀请就改变主意。这是很不礼貌的。
　　陈：那万一我有紧急的事，我怎么办哪?发生天灾人祸，我也得去呀?
　　M：真的有紧急的事，你也得及早打电话去说明你不能去了，还要表示抱歉。
　　陈：那好，我告诉他们我丈母娘要来，这不就行了吗!
　　M：嗨，你怎么骗人呀!万一被人发现，你非但会成为同行的笑话，而且以后恐怕也没有人会请你了。
　　陈：哎哟，这吃个饭这么麻烦哪。
　　M：其实很简单：When you see RSVP, respond immediately, say what you plan to do and do what you say。In an emergency, call immediately and apologize。
　　陈: 嘿，你这么一总结倒是很简单。看见RSVP就马上答复，告诉对方你去不去，说去就得去。说不去就不去。遇到紧急情况马上打电话说明情况表示道歉。
　　M: That's right。
（编辑：薛琳）--博才网
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客户服务(1): VOA商务礼节美语第235集
lily85 于发布 l 已有人浏览
Bob给一家软件公司客户服务热线打电话，接电话的是 Gloria. 大家注意听客户服务一上来该怎样说……
客户服务(1): VOA商务礼节美语第235集
F8暂停 / 播放F9重复此句
小E英语欢迎您,请点击播放按钮开始播放……
Lesson 235 - Calling Customer Service客户服务(1)
Bob给一家软件公司客户服务热线打电话，接电话的是 Gloria. 大家注意听客户服务一上来该怎样说。
Gloria: Good afternoon and thank you for calling GlobalCom's customer hotline. My name is Gloria...how can I be of assistance?
Bob: Hi Gloria. My name is Bob Johnson and I'm calling from New York. My company ordered six packs of Pro 7 design software from your firm, but it has now been a week past the date the items were expected to arrive!
G: Okay sir...do you have the tracking number we sent you by e-mail when you first made the order?
B: Yes I do, and I also have the order number. The tracking number is S-317 and the original order number was 81635K.
Gloria 接起电话先自我介绍，然后问 How can I be of assistance? 有什么可以为您效劳的。原来是Bob的公司订购了一批软件本来应该一个星期以前到，但是到现在还不见踪影。Gloria向Bob索取订货时收到的 tracking number跟单号码。Bob把订货号码order number和跟单号码都告诉了Gloria.
G: Okay, please wait one second while I try to find your order. Alright, I found your order number. Let me confirm the items with you here again: your order was for six packs of Pro 7 design software, correct?
B: Yes, that's correct.
G: Well, it says here that the order was canceled. The items were scheduled to be shipped, but for some reason, a last-minute notation indicates the customer asked to cancel.
B: Well, I'm the customer and I certainly didn't ask to cancel. These software packets are very important to our company. We were scheduled to begin operations of a new design department, but because the items haven't arrived, I've got 10 designers sitting around with nothing to do!
Gloria查询后发现，The order was canceled. 订货取消了。Bob表示不可能，他向Gloria抱怨说，公司新的设计部就等着这批软件开工，如今可好，软件没按时到，害得十个设计师干待着没事干。Gloria 说：
G: I apologize for the mix-up, sir. Would you like me to reschedule a shipping date?
B: Yes, but I think there really should be some form of compensation for this error. I was reading the fine print in your customer contract and it says that if items don't arrive within the scheduled time compensation will be paid.
G: Yes, normally that would be the case, but because the items were canceled we can't be held liable.
B: I don't mean to sound rude, Gloria, but the order was not canceled. Can you produce any evidence to indicate that we sent a message asking for a cancellation?
Gloria对订单出了误会表示抱歉，在这里，mix-up是误会，混乱的意思。Bob觉得，订购的软件没按时到，商家应该赔偿，这在the fine print in the customer contract 购货合同上写得明明白白。Gloria辩解说，一般情况下是这样，Normally that would be the case. 但是订单被取消，就不是他们的责任了，We can't be held liable. be held liable 是被要求负责的意思。Bob据理力争，让Gloria拿出证据来，证明订单确实是Bob所在公司要求取消的。Gloria 能拿得出来证据吗？我们下次继续听。
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