[英语学习]Business Etiquette 商务礼仪英语双语课件.ppt

BUSINESS ETIQUETTEINTRODUCTIONS•Introductions of the teacher•Introductions of the rules•Introductions of teaching methods•Introductions of scoring method•Introductions about this book•Basic Knowledge of business etiquetteContents: English for Business EtiquetteContents: English for Business EtiquetteCONTENTS: ENGLISH FOR BUSINESS ETIQUETTE1.Etiquette for Business Greeting2.Etiquette in Business Talks3.Etiquette for Business Calls4.Etiquette for Business Visiting5.Reception Etiquette6.Etiquette in Business Negotiating7.Etiquette for Business Dinner8.Etiquette for Business Dressing9.Etiquette for Sending Business Gifts10.Etiquette in Business ActivitiesREFERENCES (与本课件有关的参考书目)•杨文慧,周瑞琪￿《商务礼仪英语》 广州: 中山大学出版社: 2003年•[德] 阿道夫·弗莱尔，冯·克尼格著￿￿￿￿￿曹晓寒,刘昭霞译￿《克尼格礼仪大全》 北京: 中国商业出版社￿2004年•杜保良主编￿《英语社交高手》 北京: 外文出版社: 2003年•Nora Toots, Tiiu Loog 原著￿￿￿￿冀群姐编译￿《涉外秘书英语》 北京: 外语教学与研究出版社: 2002年INTRODUCTION OF THE TEACHER•Nancy Tu 涂慧娟•Major in Foreign Trade English•2 years in Taiwanese invested computer company as an international buyer•10 years in this university, teaching business English, Business Etiquette, International Trade Practice, and so on.OUR RULES FOR CLASSROOM STUDY•I’ll call the roll from time to time.•Don’t be late to my class!•If you can’t attend, you can ask for leave IN ADVANCE. You need to write a notice in English and hand in before hand.•Three absences mean that you’ll fail the course automatically.•Being late for three times equals to one absence.INTRODUCTION OF TEACHING METHOD•All dialogues in every chapter will be role played by students.•Demonstrate and discuss special business etiquette in some aspects.•Put in additional knowledge.•Quiz: test yourself.•Homework: review key points and difficult points.•Real life practice: how to tieINTRODUCTIONS OF DAILY PERFORMANCE SCORING (30’ 30%)•Attendance 10’ 10%•Classroom role play 5’ 5%•Homework and test 5’ 5%•Real life Practice 10’ 10%Note: The final written test will take 70 points of Note: The final written test will take 70 points of the total mark. the total mark.INTRODUCTIONS ABOUT THIS BOOK•Yang Wenhui, Zhou Ruiqi. English For Business Etiquette, Guangzhou: Zhong Shan University Press, 2003•There are all together 14 chapters. IMPORTANT CHAPTERS1.Etiquette for Business Greeting2.Etiquette in Business Talks3.Etiquette for Business Calls4.Etiquette for Business Visiting5.Reception Etiquette6.Etiquette in Business Negotiating7.Etiquette for Business Dinner8.Etiquette for Business Dressing9.Etiquette for Sending Business Gifts10.Etiquette in Business ActivitiesCHAPTER 1 ETIQUETTE FOR BUSINESS GREETING•Dialogues: Role play P2~P17•Greeting, Introduction & Visiting Cards•Chatting•Getting Down to Business•Ending a Meeting•Focus•Homework and testHOMEWORK AND TEST FOR CHAPTER 1•Review what you have learned in class and discuss:•How to greet and shake hands with a business partner?•How to introduce a business partner?•How to exchange visiting cards?•How to find a neutral subject to chat?testTEST 1•True or False:1.You can only shake hands with your right hand.2.If you want to know someone’s name, you can ask “ What’s your name?”3.You’d better extend your name card with both hands to show your respect.4.You’d better begin with a small talk, if the person is your new customer.5.Weather is not a good neutral subject.6.If it’s a stranger, you can start by talking about his family.7.If it’s an old customer, you can get down to business by talking about last order.8.In business meeting, you can not leave suddenly without saying goodbye.9.When talking, you’d better look at the other person right in his eyes all the time.10.You should obey rule of business etiquette in all cases.CHAPTER 2 ETIQUETTE IN BUSINESS TALKS•Dialogues: Role play P19~P35•Compliments•Thanks•Congratulation•Apology•Focus•Homework and testHOMEWORK AND TEST FOR CHAPTER 2•Review what you have learned in class and discuss:•How to make compliments? What are the useful phrases and sentences?•How to say “thanks”?•How to congratulate people?•How to make apology?testTEST 2•True or False:1.In order to build a good relationship, you should always praise other people.2.You can always praise a person by saying “ you are beautiful / handsome.” even if the person is plain or ugly.3.When a person praise you, you can say “ not really.”.4.In order to express your appreciation, you can say “ I’m very sorry to have wasted so much of your time.5.In answering other person’s “thank you”, you’d better say “ Never mind.”CHAPTER 3 ETIQUETTE FOR BUSINESS CALLS•Dialogues: Role play P36~P57•Making and Receiving Business Calls•Leaving Business Message•Ringing Back•Dealing with Urgent Call•Dealing with Complaining Call•Focus•Homework and testHOMEWORK AND TEST FOR CHAPTER 3•Review what you have learned in class and discuss:•How to make and receive business phone call? What are the suggested steps?•How to leave a business message?•How to deal with an urgent call?•How to deal with a complaining call?testTEST 3•Writing:•Suppose you’re the colleague of Mr. David Smith. You’ve received a call from Ms. Mary Green of ABC Co. when he’s out. Please leave a message for him.•Ms. Green would like to ask him return her call before 11 am tomorrow and she’d like to talk about the new order.CHAPTER 4 ETIQUETTE FOR BUSINESS VISITING•Dialogues: Role play P58~P81•Making an Invitation•Accepting an Invitation•Preparing a Business Visit•Visiting a Customer•Thanking for Reception•Focus•Homework and testHOMEWORK AND TEST FOR CHAPTER 4•Review what you have learned in class and discuss:•How to make an invitation orally and in written form?•How to accept an invitation in written?•How to prepare a business visit?•How to make an appointment?testTEST 4•Case analysis•Suppose you’re going to visit Mr. David Smith in ABC International Co. in New York.•There is an international electronics exhibition in New York. You’re going to attend it with your general manager. You’re the sales manager.•Please write a plan and a schedule.CHAPTER 5 RECEPTION ETIQUETTE•Dialogues: Role play P82~P107•Setting upon Agenda•Making Accommodation•Meeting Customers•Visiting Plants•Arranging Recreation Activities•Seeing Off•Focus•Homework and testHOMEWORK AND TEST FOR CHAPTER 5•Review what you have learned in class and discuss:•How to set upon an agenda?•How to make accommodation? What kind of accommodation will you choose for your foreign guests?•How to meet a customer?•How to arrange activities for your guests?testTEST 5•Writing: an agenda•Suppose you’re the sales manager of a clothing company in Nanchang. •Your potential customer Mr. David Smith and Mr. Michael White from America will come to visit you during the first half of June.•Arrange proper activities and write an agenda for them.CHAPTER 6 ETIQUETTE IN BUSINESS NEGOTIATING•Dialogues: Role play P97~P123•Seeking Business Possibility•Promoting Sales•Asking for Deferred Payment•Handling Claims•Declining Politely•Focus•Homework and testHOMEWORK AND TEST FOR CHAPTER 6•Review what you have learned in class and discuss:•Suppose you’re the market developing manager, how to develop a new market?•How to promote your sales?•How to ask for deferred payment?•How to handle claims and decline politely?testTEST 6•Answer the following questions:1.What are basic principles of business negotiation?2.What are the major difference in negotiation styles between American and British negotiators?3.Can you list some characteristics of Russian negotiators?CHAPTER 7 ETIQUETTE FOR BUSINESS DINNER•Dialogues: Role play P138 ~P166•Inviting to Dinner•Business Lunch•Western Food•Chinese Food•Cocktail Party•Focus•Homework and testHOMEWORK AND TEST FOR CHAPTER 7•Review what you have learned in class and discuss:•What should you pay attention to when attending a western dinner party?•Can you introduce some famous Chinese cooking styles?•Do you know something about a cocktail party?testTEST 7choose correct dishware:• bread & butter• salad• fish• potato• pudding• meat• red wine• champagne• wine• soupCHAPTER 8 ETIQUETTE FOR BUSINESS DRESSING•Dialogues: Role play P167 ~P194•At most formal situations•At formal situations•At semi-formal situations•At informal situations•Focus•Homework and testHOMEWORK AND TEST FOR CHAPTER 8•Review what you have learned in class and discuss:•What should a man wear at most formal / formal / semi-formal / informal situations?•What should a woman wear at most formal / formal / semi-formal / informal situations?•What are the dressing principles?testTEST 8•Writing: A Dialogue•Write a dialogue to give your younger sister suggestions of dressing at different situations.•She is a newly graduate. She’s usually dressed in casual clothes.CHAPTER 9 ETIQUETTE FOR BUSINESS GIFTS•Dialogues: Role play P195 ~P209•Choosing Right Business Gifts •Giving a Gift•Receiving a Gift•A Special Gift•Focus•Homework and testHOMEWORK AND TEST FOR CHAPTER 9•Review what you have learned in class and discuss:•How to choose a proper business gift?•When should you give the gift?•How should you give the gift?•What are the taboos of giving business gifts in different countries?testTEST 9•Case study•You’re going to visit Mr. Smith, the purchasing manager of an American company.•You’re supposed to take a business gift.•Mr. Smith is a middle-aged man who loves Chinese art.Please find a proper business gift for him and tell your reasons.CHAPTER 10 ETIQUETTE IN BUSINESS ACTIVITIES•Dialogues: Role play P285~P307•Opening Ceremony •Cutting the Ribbon•News Releasing Conference•Advertisement•Focus•Homework and testHOMEWORK AND TEST FOR CHAPTER 10•Review what you have learned in class and discuss:•How to hold an opening ceremony?•How to organize cutting ribbon ceremony?•How to organize a news releasing conference?•How to organize an exhibition?testTEST 10•Case analysis•Write down your plan for organizing a news releasing conference.•You’re going to promote a new product in that conference.•The new product is a newly designed cell phone.BASIC KNOWLEDGE OF BUSINESS ETIQUETTE•What is etiquette?•Test Yourself•Basic Rules of Etiquette.•How to make eye contact?•Proper communication distance•3A Principle of Business Etiquette.•Occasions for Business EtiquetteBUSINESS ETIQUETTE: FOCUS (1)•How to shake hands?•How to introduce people?•introductions•How to exchange name card?•How to chat?•How to end a meeting?BUSINESS ETIQUETTE: FOCUS (2)•How to make compliments?•Making apologies•Saying thanks•How to congratulate?BUSINESS ETIQUETTE: FOCUS (3)•Protocols for business phone calls•How to make business calls?•Words & phrases for phones•Leaving a message•How to handle a complaining call•How to extend invitation?•Formal invitations & replies.•How to prepare a business visit?Business Etiquette: focus (4)Being a good guestBeing a good guest•How to set upon an agenda?•How to make accommodation•different hotels•different accommodations•different rooms•Making flight reservations•words about flight•Visiting plants: Company StructureBUSINESS ETIQUETTE: FOCUS (5)How to be a good host: arrange dinnersHow to be a good host: arrange dinnersBUSINESS ETIQUETTE: FOCUS (61)•Seeking Business Possibility•About Claim•Additional Knowledge: About Guangzhou Fair•Basic principles of negotiation•equality principle•sincere cooperation•keep the negotiation flexible & fluidmoremoreBUSINESS ETIQUETTE: FOCUS (62)•Global Negotiation Etiquette•dress code•kissing•dining taboos•Negotiation styles•American Style•German Style•French Style•British Style•Russian Style•Australian StyleBUSINESS ETIQUETTE: FOCUS (7)•Banquet etiquette•how to use knife and fork?•banquet tips•how to order•how to drink soup•how to eat bread•proper order of courses•choose main course•about wineWestern table mannersWestern table manners•Proper appearance: a good first impression•Clothing (principles)•Ornaments•Instructions for women’s wardrobe•Instructions for men’s wardrobe•Dressing: •most formal situations•formal situations•semi-formal situations•informal situations•Other References in Chinese: how to tie and choose a man’s business suitBUSINESS ETIQUETTE: FOCUS (8)BUSINESS ETIQUETTE: FOCUS (9)•Business Gifts: what to give?•Business Gifts: when to give?•Business Gifts: how to give?•Business activities•opening ceremony•cutting the ribbon•news releasing conference•hold an exhibitionBUSINESS ETIQUETTE: FOCUS (10)WHAT IS ETIQUETTE?(1)•Proper Behavior 礼节•Politeness 礼貌•Procedure of ceremony 仪式•Appearance 仪表WHAT IS ETIQUETTE? (2)•Listen to a dialogue and try to fill in the following blanks.•Etiquette is a set of ________ that allow us to interact with others in a ________ _______; and treating other people with ______ and ________; and making them feel _________ with you. rulescivilizedmannercourtesyrespectcomfortableETIQUETTE INCLUDES:•Public Etiquette•Communication Etiquette•Business Etiquette (Western)PROPER POSTURES (《礼仪培训视频》）•Watch a video and learn something about basic etiquette.TEST YOURSELF•Make judgement about the following statements. Write True or False in the bracket. (50’)1.If you’re introduced to another guest, you should extend your hand first. ( )2.In order to introduce another person, you can point at him with your finger. ( )3.If you are the host, you should introduce Mary to Bob. ( )4.In order to show that you are a gentleman, you should extend your hand to a lady first. ( )5.Don’t keep other’s name card in your pocket, especially your back pocket. ( )T TF FF FF FF F6.When you exchange your name card, you should make the name card face you in order to see it clearly. ( )7.You should only keep the name card in a card case or a card file. ( )8.In order to show your respect, you should give your name card with both hands. ( )9.During the meeting, if you have some urgent cases to deal with, you can leave suddenly. ( )10.If you visit a foreign friend, you can not be late. So it would be better you come as early as possible. ( )F FT TT TF FF F•Choose the best answer for the following questions. (50’)•If you don’t have a name card, you should say __________.A.Ours is a small company and we haven’t got a card to give you.B.Sorry, I’ve just used up my visiting cards.C.As I’m only a small potato in our company, I haven’t got any card of my own.D.Sorry, I don’t have any cards.B B•If you are meeting with a new customer, you usually start with some small talks. You can choose all the following except _______.A.It’s so hot today, isn’t it?B.What do you think of the weather here?C.Do you like this city?D.How much do you earn a year?D D•If you are asked a silly question, you should say _______.A.What a silly question!B.Why do you want to know?C.That’s really a good question.D.Nonsense.•You must apologize if you are late for more than _____ minutes.A. 5 B. 10 C. 30 D. 60C CA A•Usually, visits should be arranged around _______. A. 10 a.m. or 4 p.m. B. 8 a.m. or 6 p.m. C. 9 a.m. or 5 p.m. D. 6 a.m. or 7 p.m.A ABASIC RULES: SOFTENS ---- SmileO ---- Open postureF ---- Forward leanT ---- TouchE ---- Eye contactN ---- Nod/ NaturalBODY LANGUAGE•How to make eye contact?1. Stare at the person to show your great interest. Try to exchange feeling with your eyes.2. Be natural. Don’t glare at the person. Don’t be stiff.HOW TO MAKE EYE CONTACT?10 cm10 cm5 cmABOUT EYE CONTACT•Listen to the following conversation and fill in the blanks.•We send __________ messages with our arms, our legs, our ________, our _________ and most often with our _____. •For the deer facing the headlights of an oncoming car, its expression is one of _________, but not _______. •Learning to control the message that your _____ send is the key to __________ communication. proper distancenonverbalnonverbalpostureposturegesturesgestureseyeseyeslookinglookingseeingseeingeyeseyescourteouscourteousWHAT IS THE PROPER DISTANCE OF A CONVERSATION?•personal distance: less than 0.5 meter, for family members•communication distance (regular distance): 0.5m ~1.5m, for most people•respect distance: 1.5m~3m, for superior, elderly people, those who you respect•public distance: more than 3.5 meters, for stranger in publicHOW TO LEAVE A GOOD IMPRESSION BY PROPERLY DRESSING?•Listen to the following conversation and fill in the blanks. •You never get a ______ _______ to make a first impression.•Hair should be well __________; face well _______; ties properly _____；￿pants should not _____ the floor; shoes should be _________. And no ______ socks, please. secondsecond chancechancemaintainedmaintainedshavedshavedtiedtieddragdragpolishedpolishedwhitewhiteCLOTHING• 保持个人卫生、身体健康• 表情礼仪：微笑和眼神• 姿态： （站、坐、走）男性站立时忌两手插腰或双手交叉在胸前，这有居傲无礼之意。

女性站时忌两脚过度分开• 手势：忌当众挖鼻孔，修指甲，抓痒等• 服饰礼仪：整洁，个性，和谐Clothing PrinciplesCLOTHING PRINCIPLES (TOP)•T: time•O: Occasion•P: Placeevening dress outingcasual clothes officebusiness suits banquetornamentORNAMENTS•For woman:•shoes•stocking•handbag•jewelry : ring, necklace, ear-ring, bracelet, brooch, etc.•For man:•ring•necklace•briefcase or portfolio•glassesINSTRUCTIONS FOR WOMEN’S WARDROBE•at least one suit of basic color: dark blue, black or gray.•traditional garment, skirt and trousers of basic color.•daytime suits of single color.•ornament of personal style: earring, necklace, scarves, brooch, etc.•long-sleeved shirts of good quality•black leather shoes•fashionable coat & evening dress•suitable handbags & jewelsINSTRUCTIONS FOR MEN’S WARDROBE•three suits: dark gray or dark blue; one for summer•no brown suits or shoes•a warm coat•do use a belt and make sure the tip of your tie can touch your belt•several white shirts of good quality•black leather shoes & dark socks•handkerchief•several dark or black tiesBUSINESS DRESSING: WOMAN •At most formal situations (banquet): evening dresses or banquet dresses.•At formal situations (visit): woman’s business coordinates.•At semi-formal situations (office): business suits (trousers)BUSINESS DRESSING: MAN•At most formal situations (banquet): swallowtails or suit in three (a dark suit , white shirt and gray tie)•At formal situations (visit): dark suits in two.•At semi-formal situations (office): long sleeved shirts, tie and trousers.DRESSING: MOST FORMAL SITUATIONS 1(BANQUET OR SOCIAL ACTIVITIES)•Women: •evening dresses, banquet dresses or woman’s cheongsam & shawls•diamond or pearl necklace & earrings•high-heeled leather shoes•handbag•no trousers or short skirtsmen•Men:•men’s formal attires•swallowtails•dark suit in three•white shirt & dark ties or cravat•black cow skin leather shoes & dark socks•white silk handkerchiefDRESSING: MOST FORMAL SITUATIONS 2(BANQUET OR SOCIAL ACTIVITIES)DRESSING: FORMAL SITUATIONS 1(BUSINESS ACTIVITIES)•women:•daytime suits, coordinated suits, business suits•or daytime dresses•high-heel shoes•no toeless or backless shoes•stockingsmen•Men:•formal business suit•no casual business suit•white shirt of good quality•dark leather shoes & dark socks•dark tiesDRESSING: FORMAL SITUATIONS 2 (BUSINESS ACTIVITIES)DRESSING: SEMI-FORMAL SITUATIONS 1(OFFICE)•Women:•long skirts•or daytime suits•women’s shirts & long trousers•no short skirts or sleeveless tops or backless and sleeveless dresses•no jeans or short trousers•leather shoesmen•Men:•dark suits•white long-sleeved shirts•tie•dark shoes & dark socks•no pants or short sleeved shirtsDRESSING: SEMI-FORMAL SITUATIONS 2(OFFICE)DRESSING: INFORMAL SITUATIONS(TRAVEL, ENTERTAINMENT, ETC.)•Women & Men:•comfortable casual lightweight clothes, such as jackets, lightweight sweaters, jeans or pants.•or sports jackets•colorful or bright color•casual leather shoes or sports shoesMAN’S BUSINESS SUITS男式西服的三大色系男式西服的三大色系n n蓝色系蓝色系蓝色系蓝色系n n　　　　所谓的蓝色调可以是从浅蓝一直到接近黑色的深所谓的蓝色调可以是从浅蓝一直到接近黑色的深蓝，而用在正式场合的就应该是深蓝色了。

而蓝，而用在正式场合的就应该是深蓝色了而20012001年春天所流行的水蓝色调西装，就比较适合用於假年春天所流行的水蓝色调西装，就比较适合用於假日休闲时穿着，深蓝色可以说是不会被淘汰的颜色日休闲时穿着，深蓝色可以说是不会被淘汰的颜色( (起码这个世纪还会是如此起码这个世纪还会是如此) )，深蓝色代表了端庄、冷，深蓝色代表了端庄、冷静与睿智，同时也相当简洁有力，当我们选择深蓝静与睿智，同时也相当简洁有力，当我们选择深蓝为主色调时，在搭配色上就可尽量选择柔软色例为主色调时，在搭配色上就可尽量选择柔软色例如：白色及浅灰色就是保险却又出色的搭配法，至如：白色及浅灰色就是保险却又出色的搭配法，至於鲜黄或是橘黄就不宜考虑不过偶而来件淡粉红於鲜黄或是橘黄就不宜考虑不过偶而来件淡粉红色衬衫加上一条深色调领带可也是让人眼睛一亮色衬衫加上一条深色调领带可也是让人眼睛一亮如果你认为都是深蓝色会显的呆板，那你就应该从如果你认为都是深蓝色会显的呆板，那你就应该从不同布料着手，某些布料在不同灯光强度下会显出不同布料着手，某些布料在不同灯光强度下会显出不同程度的蓝色变化喔！不同程度的蓝色变化喔！n n　　　　n灰色系灰色系n　　其实说是灰色，事实上我们可以将黑色也归属於灰色调，不直接谈黑色是因为毕竟黑色西装只适用於某些特定场合，而灰色的适用性可就高出许多。

从灰色的深浅不同所需要把握的原则是，避免过多的副色出现，全身上下最好控制在三种颜色以内，当然白色是最普遍的搭配法，而浅灰色西装来上一件黑色衬衫，配上一条灰黑色领带，可是让你很俊酷的咧！n褐色系褐色系n　　这是一种相当不容易搭配的颜色，这里所定义出来的褐色，是指像枯叶和上泥土的混合色虽然这个颜色相当不容易搭配，不过当你掌握到合宜的搭配色时，以褐色为主调的西装，可是能让你品味出众的喔！譬如：2001年由HELMUT LANG所发表的一款西装就是褐色系，Model身上就是一袭全套褐色西装，里头则是一件近似墨绿与橄榄绿的衬衫褐色西装穿在身上很容易散发出一股都会风情，第一次购买褐色西装的人可以考量柔和的中间色，当你更能掌握配色要领时，在往更浅或是更深的颜色发展 男人穿衣不可不知的男人穿衣不可不知的男人穿衣不可不知的男人穿衣不可不知的2020条规律条规律条规律条规律1.全球经济下滑使黑色成为富有乃至豪华的象征，于是，男士的第一套西服应该是黑色素面的 2.男士的第二套西服应为深灰色素面，然后是深蓝色素面、深灰色细条纹、深蓝色细条纹、深灰色方格 3.细条纹或者方格越不明显越好，选择那种只有细看才能看得出图案的面料。

4.欧式对排扣西服由于钮扣位置较低，有一种上半身显长的感觉，所以身材较矮的男士应该慎重穿着 5.衣领带钮扣的衬衫严禁搭配双排扣西服 6.如果拥有一件大衣，那么应该是灰色的，第二件大衣应该是黑色的，第三件是咖啡色的，第四件是藏青色的 7.皮鞋应该是纤尘不染、光亮可鉴的，所以任何时候都不要让它显得风尘仆仆　　8.300元的皮鞋的寿命不及600元皮鞋的一半，而1200元的皮鞋也许能穿一世9.即使是1200元的皮鞋也不要连续穿着3天以上 10.如果老公还不能理直气壮地使用香水，那么一定要选择气味清爽的香皂 11.有些纯棉衬衫特别便宜，别忘了它们的寿命也特别短，经不起熨烫 12.如果不系领带，那么不要扣紧衬衫的领口 13.对于一位要求体面的成熟男士来说，领带上的图案如果是卡通人物或动物、人像，那么绝对无法搭配西服 14.领带尖不应低于皮带头，但也不要高于它 15.腰带和鞋在质料和颜色方面都要一致 16.绅士风度始于足下，正式西服只能以传统、庄重的系带式皮鞋相配 17.不要在正式、隆重的场合穿着非黑色皮鞋，即使它被擦拭得十分体面，也会显得你本人不懂体面 18.千万不要买所有成分都是人造纤维的袜子，最好是羊毛、丝毛或毛棉混纺、纯棉袜子。

19.年过24岁，应该摒弃白色袜子，它会使你显得像一个学生 20.不论年龄几何，花袜子总是不适合男性的.　TIE -- SOUL OF BUSINESS SUITS平结为最多男士选用的领结打法之一，几乎适用于各种材质的领带 要诀--领结下方所形成的凹洞需让两边均匀且对衬这是对于单色素雅质料且较薄领带适合选用的领结,对于喜欢展现流行感的男士,不妨多加使用“交叉结”一条质地细致的领带再搭配上双环结颇能营造时尚感，适合年轻的上班族选用 该领结完成的特色就是第一圈会稍露出于第二圈之外，可别刻意给盖住了 温莎结适合用于宽领型的衬衫，该领结应多往横向发展 应避免材质过厚的领带，领结也勿打得过大 这样的领结很容易让人有种高雅且隆重的感觉，适合正式之活动场合选用 该领结应多运用在素色且丝质领带上，若搭配大翻领的衬衫不但适合且有种尊贵感 亚伯特王子结 适用於浪漫扣领及尖领系列衬衫，搭配浪漫质料柔软的细款领带正确打法是在宽边先预留较长的空间，并在绕第二圈时尽量贴合在一起，即可完成此一完美结型 四手结(单结) 是所有领结中最容易上手的，适用於各种款式的浪漫系列衬衫及领带浪漫结 浪漫是一种完美的结型，故适合用於各种浪漫系列的领口及衬衫。

完成後将领结下方之宽边压以绉摺可缩小其结型，窄边亦可将它往左右移动使其小部份出现於宽边领带旁简式结（马车夫结） 适用於质料较厚的领带，最适合打在标准式及扣式领口之衬衫 将其宽边以180度由上往下翻转，并将折叠处隐藏於後方，待完成後可再调整其领带长度，是最常见的一种结形十字结(半温莎结) 此款结型十分优雅及罕见，其打法亦较复杂，使用细款领带较容易上手 最适合搭配在浪漫的尖领及标准式领口系列衬衫男士西装的挑选与保养秘诀男士西装的挑选与保养秘诀•　　西装适合的体型西装适合的体型•　　西装，本是属于欧洲人的服饰所以，虽然现在随着各种各样的正式场合的增多，中国男人穿西装的机会和频率不断增加，但是对于细节，往往很多人都不甚了解，并且难免会出现一些搭配上的错误因为不了解而出错，这样的事情经常发生很多年前，不经常看见某男一套价值昂贵的西装袖口上的标签赫然在目￿•　　西装从版形上来说，主要分日版和欧版，两者最大的区别就在于，日版西服一般是不收腰，而欧版西服一般都收腰，日版西服的后衣身长度要比欧版西服短一公分左右•　　一件漂亮的西服有各种款式和各种颜色，如何挑选得先从男人的外形上着手其实和女装一样，挑选一件适合男人体型的西装，扬长避短，可以从外观上把男人的体型衬托的更挺拔修长。

体形矮胖的男人这类男人在选上衣时不宜过长，最好不要盖住臀部，会显得人往地下堆，不提气，不精神如果穿套装，最好色彩不要太鲜艳会在视觉上夸大身材的宽度 　　身材稍矮又偏瘦的男人这类男人适合穿收腰的上衣，但是在穿着的时候应该注意，上衣的长度不宜把臀部全部盖住 ，这样的话会使他们的身材显得更矮矮瘦形的男子在西装的颜色选择方面以浅灰色等亮色为主，黑色、藏青、深灰色等深色调的衣服为副 　　瘦高型和高胖型的男人，先说瘦高型的，这类男人主要是身材给人感觉特别单薄西装嘛，得撑起来才会显得男人更气派所以在选择方面，建议尽量买对排扣的西服，因为这类衣服纽扣的位置较低，穿上后可以显得他们的身体不那么单薄而且最好选大宽格的西服，颜色也不宜过深，要以浅色系为主而要是高胖了一点的人，最好的颜色以黑色、藏青色为主，单排扣，宽松式，如果选择带花纹，条纹，格子等西服，最好别太醒目　　•如何如何选择西装西装•　　买西服时候，一定要注意两看：一看做工，做工主要检查线迹、手工和夹面，一定要注意查看西服口袋两条开线条是否一致，上袖处有无褶皱，如果要是条纹或格子西服，则要看这两处的条格有没有对上二看质感与颜色，通常耐穿的西服都有一个重要的因素，那就是天然的素材，比如纯半毛，最稳重的颜色多为藏青或是灰黑色，其他如咖啡色，深棕色都不太适合正式场合穿着。

￿•　　买西服一定要试穿，试穿时一定要将全部的扣子都扣上，看看肩膀是否吻合，肩膀如果过宽或者过窄，在视觉上和穿着上都会另人很不舒服过宽的肩膀会让男人有小孩穿大人衣服的邋遢感觉过窄了，则会把男人显得小里小气，失去男人的潇洒感试穿的时候，注意将手臂抬起、放下，弯弯手肘看会不会出现皱褶紧绷的感觉这些都可以看出西装的剪裁款式是否合适自己的体型再好看，再昂贵的衣服，一旦出现褶皱紧绷的现象，整体感觉便会大打折扣西服试穿时，最好还要做一个伸展运动，这样可以看出一些问题，或背中太紧，或线绷着、太松都不行，西服上衣有1-2寸的修改余地，所以，西服上衣的长度如果长的不多，还是可以购买的￿•　　•买一套西服，第一件事就是拆口袋线，那新的西服口袋线到底该不该拆呢？一般来讲最好不要，因为如果你拆了外袋的线，西服便会很容易走样，所以，这里，一般干洗过一次之后再拆不过，西服穿在身上，商标记得要先拆下来的这个可能现在算是最普及的西装常识啦还有，棕色系是一个比较特殊的一个色系，所以棕色西服只能与棕色系的衬衫相配￿•　　如果穿单排扣西服，只须系最上面的一粒扣子，或者只系中间的扣子，或是系最上面的两粒扣子，不用一粒粒全系上。

西服的袖子长度，是以手臂下垂后，袖子的下端边缘离拇指10厘米最为合适，比衬衫袖子短1厘米就对了•　　西装的保养西装的保养￿ ￿•　　好西服，七分工艺，三分保养，如果不注意日常保养的话，再好的西服，也会变得不值钱所以，要想自己的西服穿得长久的话，就不能回家把西服乱扔，或随便搭在椅背上什么的西服最重是有形，怎么能随便乱扔呢，当然有衣挂的话最好了，把它挂起来，先把兜里的东西掏干净，裤子上的皮带也最好取下来，因为这些东西被一起挂在架上时，它们的重量可能造成衣服变形此道理也可以类推到女装哦所谓好衣服，除了款式上的新颖，更重要的是考究的版型，一般来讲，版型考究的衣服最好一进家门就把它们请进衣柜里￿•　　挂西服的衣架最好是木制的，两边还要向前弯弯的，因为木制衣架具有吸水性，可以吸收毛料西服中的水分，灰尘和湿气其实一般来说，无论是男人的西装亦或者我们女人的正装啊比较好材质的外套啊，都比较适合木制的挂衣架，比较不损害衣服的版型•衣服挂完还不算完事，有时间的话，每天最好要刷一刷，刷的时候，要掌握技巧，这样，刷毛与面料成90度角，用刷毛尖轻轻地扫刷的顺序是两个前衣片、后背、￿双肩、两只袖子、领子刷的时候一定要自上而下，因为这样刷衣服，不仅是为了清除灰尘，还能梳理和舒展纤维，使其得以休息。

最最理想的做法是，用湿毛巾轻轻擦拭西服，然后放在通风处晾干，这样，第二天，再穿的时候，会干干净净，跟新的差不多裤子要把它倒挂起来，是为了用其自身的重量使毛料的纤维舒展，恢复造型，另外，如果膝盖部分出现象鼓包，通过这样的吊挂，也会得以复原￿3A PRINCIPLE OF BUSINESS ETIQUETTE•Accept: be tolerant, don’t embarrass others, don’t interrupt, don’t try to add easily•Appreciate: use decent title, remember others’ names•Admire: properly use complimentsON WHAT OCCASIONS SHOULD WE FOLLOW BUSINESS ETIQUETTE?•Meet for the first time : first impression is very important.•Business communication: celebration, business meeting, negotiation, visit, welcome & send-off, etc.•International communication: deal with a foreigner, foreigners may have some taboos.ABOUT SHAKING HANDS 1:•Listen to the following conversation and fill in the blanks.•To refuse to shake hands is extremely ___________.•___________ ___________ is a vital part of doing business.•If you’re unable to shake hands because of illness and injury, you should _________ and _______ immediately.insultinginsultingExchangingExchanginghandshakeshandshakesapologizeapologizeexplainexplainABOUT SHAKING HANDS 2:•Listen to the following conversation and fill in the blanks.•A firm handshake: ________ your hand, make sure the ____ of your hand makes contact with the ____ of my hand, close your ______ over the back of his hand; give a slight ________ with your fingers; two quick ______ and let go. webwebextendextendwebwebthumbthumbsqueezesqueezepumpspumpsA FIRM HANDSHAKEWHO SHOULD EXTEND HAND FIRST?•the younger or the elder?the elder•a lady or a gentleman? the lady•an inferior or a superior?the superior•the host or the guest?•the host (when the guest comes)•the guest (when the guest leaves)HOW TO SHAKE HANDS?•upward or downward?•upward: you’re warm, equal, friendly.•downward: you’re superior and eager to control others.• gently or firmly?•gently: you’re weak and distant.•firmly: you’re warm but may be too aggressive or offensive.HOW TO SHAKE HANDS WARMLY?•Hold the other person’s hand with your both hands?•Yes, you can. It means you’re very warm and sincere and the person you’re holding hands with is your close friend.•You can even pat his shoulder with your left hand and hold his or her hand with your right hand.SHAKE-HANDS QUESTIONS:•How should a man shake a woman’s hand?•He should only touch her fingers softly.•Can I shake hands with a person while sitting?•No. You must stand up to shake hands. But if you’re a lady, you can sometimes extend your hand to a man while sitting.SHAKE-HANDS TIPS:•A man should take off his gloves or hats and then shake hands.•A lady can shake hands while wearing gloves and hats.•An armyman wearing his service cap should first salute and then shake hands.•Don’t shake hands across the others. It will cause bad luck.HOW TO INTRODUCE A PERSON?•Who should be introduced to whom?•a lady and a gentleman?•The gentleman should be introduced to the lady.•the younger and the elder?•The younger should be introduced to the elder.•the inferior and the superior?•The inferior should be introduced to the superior.•the guest and the host?•The guest should be introduced to the host.INTRODUCTIONS•May I introduce Mr. Cohen?•Tom, this is Jeff.•I’d like introduce you to …•I’m very glad to have the opportunity to meet you.•It’s a great pleasure to have the honor of making your acquaintance.•I’ve heard so much about you.•I’m Peter Johnson, may I know your name?HOW TO INTRODUCE YOURSELF IN A SOCIAL/NETWORKING ACTIVITY?•Listen to the following conversation and fill in the blanks.•___________ in business is ___________ with other people who might be of help to you or whom you might be able to help. •Find the _____________ people, start with a __________, give your _____, and say something about _________. Don't wait for other people to __________ you. NetworkingNetworkingconnectingconnectingapproachableapproachablegreetinggreetingnamenameyourselfyourselfintroduceintroduceEXCHANGING NAME CARDS•How to give your name cards?•You smile and walk to the other person and extend your name cards with both hands.•Turn your name card upside down so that the other person can read your name.• 名片的交换要领：面带微笑，走到使对方容易接到的距离，双手递给对方。

注意要将名片倒过来，把自己的名字向着对方HOW TO RECEIVE NAME CARDS?1.Say “thank you”.2.Read through the name card first. If you’re not sure about the pronunciation of the name, just ask him or her.3.Put the name card in the card file or a card case.•Don’t play with the name card. •Don’t put the name card in your pocket, especially back in your trousers’ pocket.HOW TO CHAT? (TABOO)•The following six topics are not supposed to be asked.1.politics and religion2.income3.age4.family members5.health6.personal experienceHOW TO CHAT?– GOOD TOPICS•As a social expert, the following topics are very good to start a chat.1.weather2.beautiful country3.food4.sportsHOW TO END A MEETING?•Don’t leave suddenly.1.look at watch2.say goodbye and give reasons3.stand up4.say thanks5.shake hands and say thanks again6.leave (the guest will send off at the doorway)HOW TO MAKE COMPLIMENTS?•general compliments•make compliments accordingly•to young men•to middle-age men•to women•Activity: sincere compliments the best smoother for Personal RelationsCOMPLIMENTS•You should be proud of yourself.•Your painting shows a great deal of talent.•I appreciate your self-confidence.•You’ve done a marvelous job.•It’s one of the nicest cars I’ve ever seen.•Well done! / Beautiful job! / It’s terrific!•What a lovely garden you have.responseRESPONSES TO COMPLIMENTS•Thank you. It’s nice of you to say so.•I’m glad you like it.•Thanks for saying so.•Thank you, but it really isn’t anything special.•Thank you. Yours is even nicer.•I feel flattered.MAKE COMPLIMENTS ACCORDING TO DIFFERENT GROUPS OF PEOPLE•According to statistics ,the most welcome compliment items are the following.•To Young men:1.personality2.ability3.hard-work4.appearance5.judgment6.career7.sincerity8.girlfriendTO MIDDLE-AGE MEN1.the way they become success2.result of their work3.ability4.social status5.career6.bearing7.family8.credibilityTO WOMEN1.appearance2.ability3.husband and children4.taste5.young6.career7.kindness8.wisdomACTIVITY: MAKE COMPLIMENTS•Every student writes a note of compliment to a imagined person with his/her signature.•Teacher collects the notes and gives them randomly to a student.•The writer looks into the receiver’s eyes and reads the compliments to him/her sincerely.samplesampleSAMPLE•Dear XXX,•You have the most beautiful eyes I’ve ever seen.•Nancy•Dear XXX,•Your spoken English is amazing! How I admire you!•NancyHOW TO MAKE APOLOGIES?•Pardon. / I beg your pardon.•I’m so sorry about the delay.•Excuse me, but would you show me your ticket?•Sorry to have kept you waiting.•I’m sorry, but I’m busy now.•It was very stupid of me.•It was my fault.•I didn’t mean that at all.responseHOW TO OFFER FORGIVENESS?•That’s all right. / Never mind.•I quite understand. Please don’t worry.•I’d have done just the same in your place.•These things often happen; don’t give it another thought.•It doesn’t matter; don’t let it upset you.Apologies in BusinessApologies in BusinessAPOLOGIES IN BUSINESS AREA•Listen to the following conversation about apologies and fill in the blanks. •A small gift as a _____ of your _________.•So remember: when you make ________, the best thing is to _________ immediately. When a ______ apology is not enough, write a note and give a small gift. signsignsinceritysinceritymistakesmistakesapologizeapologizeverbalverbalHOW TO SAY THANKS?•I really don’t know how to thank you enough.•I’m very much obliged to you.•I’m most grateful to you for your kindness.•I’d like to express my gratitude to you.•I really appreciate your efforts.•It was very nice of you to do me this favor.responseANSWERS TO THANKS•I’m very glad to have been of help to you.•It’s really nothing at all.•No trouble at all.•Don’t mention it.•That’s all right.•You’re welcome.•My pleasure.•Not at all. / thank you.HOW TO CONGRATULATE?•Well done.•Congratulations on your success in the exam.•Please accept my hearty congratulations.•Let me congratulate you on your new appointment.•It’s really great to know that you’ve won the first prize!PROTOCOLS FOR BUSINESS PHONE CALLS•Listen to the following conversation and fill in the blanks.•It's simple: always ________ yourself when you call someone; ____ ____ when someone is on the phone; be _____ that business phone calls should be ______ and are different from private calls. identifyidentifystepstep awayawayformalformalawareawareHOW TO MAKE BUSINESS CALLS?1.Prepare for the call: ( be attentive, energetic, memo, phone number, documents, paper, pen, etc. 2.Check the time zone.3.Choose the best time to make a business call. nIf you’re calling at business time, try not to make it just after starting work or before lunch time. nIf you’re calling to a home, don’t make it early in the morning or late at night. You can make it during lunch time or dinner time or in the evening.4.Dial: 0 - country code – distance code – phone number5. ( U.S.: 1, Canada: 1, Japan: 81, Korea: 82, UK: 44, China: 86)6.“Hello, is that ABC company?”7.“This is XXX from XXX.”8.“May I speak to XXX?”9.When you hear “wait a moment, please.”, you should say “thank you.” and wait. You can not leave it for something else.10.When you hear “ He is not in.”, you can not just hang it up. You can say as follows:•“Oh, thanks. Then I’ll call him later.”•“Oh, could I leave a message.”•“Oh, would you please ask him to call me back? Thanks11.If you have dialed the wrong number, you should not ask, “ what’s your number? who’s that?” You should say: “ Is that XXXXXX?” and “ Oh, sorry. I must have dialed the wrong number.”12.Your voice should be natural, pleasant, not too loud or too low. Keep away from artificial manners. Smile while speaking.HOW TO RECEIVE BUSINESS CALLS?1.Pick up the call after it rings for the second time. If you pick it up after it rings for over four times, you should apologize.2.“Hello, this is ABC company.” or “Good morning, this is XXX company.”3.Introduce yourself, “ This is XXX.”4.“Can I help you?” 5.Listen attentively. Say “ yeah, hmn, right, ok…” from time to time.6.If it’s not for you, you should say, “ wait a moment.” 7.If you can not find the person, you should say, “ Do you want to leave a message?”8.How to leave a message.9.Who should hang up first? 6.While you’re receiving the call, you can not leave for over 30 seconds.•Please wait a moment. I have to answer a call. •(Please go ahead. No problem.)•Hello, This is Denis. I’m busy at the moment. May I return your call in 10 minutes?•Dog eats boneWORDS & PHRASES FOR PHONES（1）•put/send through •engaged•hold on•hang up•available 空闲的•receiver 听筒•dial•extension•IDD: international direct 国际直拨•area code 区号•direct line:直拨WORDS & PHRASES FOR PHONES（2）•mobile phone 移动•cordless phone 无绳•cellular phone •switchboard operator 接线员•collect call (Am)/ reverse charge call (Br.) 对方付费的•peak time / cheap time call 线路忙/线路不忙match wordsACTIVITY : MATCH THE WORDS•Can you match the verbs to the most appropriate noun phrases in the table below? The first one has been done for you.•call•dial•play back•press•take•hold•pick up•make•a call•the phone•the line•the operator•your voice-mail messages•a number•the redial button•a messageLEAVING A MESSAGENov. 5th,2004Mr. Liu, Ms. Lisa Alicia from International Corporation in Los Angeles called you this morning about the new price and catalogue of bed sheets and pillowcases. Please return her call at 001-818-5708628 before tomorrow afternoon. She wanted to talk about the new order as well.Zhao LinMEMO•To: Mr. Liu Zhong•From: Zhao Lin•Date: Nov. 5th ,2004•Subject: return call to Lisa Ms. Lisa Alicia from International Corporation in Los Angeles called you this morning about the new price and catalogue of bed sheets and pillowcases. Please return her call at 001-818-5708628 before tomorrow afternoon. She wanted to talk about the new order as well.TIPS: HOW TO HANDLE A COMPLAINING CALL1.Lower your pitch/voice. Speak slowly and clearly.2.Remember that your instinctive reaction to someone who starts to “chew you out” (严厉责备)is to get pretty huffy(发怒的)yourself. That is the worst thing you can do.3. “What’s the matter?” “I’m sorry you said so. Could I help?”4.Listen carefully and do not interrupt. Do not argue or contradict(反驳). Agree if you can without misleading. Let them know you understand the cause of anger and perhaps even feel the anger is justified.5.If you or the office is at fault, admit it but do not dwell on (详细地叙述) it. Nothing will lower an angry caller’s temperature faster than honest acknowledgement of an error. “ It’s our fault.”6.“I can fully understand your trouble.”7.Explain the reason calmly and sincerely, don’t exaggerate.8.If the caller keeps complaining, you can say:• “I know you want to catch the meeting, so shall we start now?”• “Shall we get down to business now?”• “Since it’s urgent, shall we solve the problem first?”9.Do everything you can to correct the trouble that produced the storm. 10.If you’re not entitled to give more compensation, you’d better say “ I’m afraid the best I can do is …”11.If immediate action is impossible, indicate that the matter will be looked into promptly and followed with a reply. Thank the caller for bringing it to your attention.12. “I promise it should not happen again.”13.Thank you for calling. Your advice is really helpful. We’ll look into it immediately. We’ll call you before this Friday to tell you the latest progress.HOW TO BE A GOOD GUEST?•Listen to the following conversation and fill in the blanks.•Unless you have food _______ or need to follow a special _____, taking your own food with you would be rude. The rule is to “_____ ___". •If there is something you don't like, don't ____ your hosts _____. Have a little bit of __________ to be polite but _____ ___ on the things you like. •Don't forget when the visit is over to send a handwritten _________ note.allergiesallergiesdietdietmakemakedodoletletknowknoweverythingeverythingfillfillupupthank-youthank-youHOW TO EXTEND INVITATION?•I wonder if you would care to go on holiday with us.•I would like to invite you to my wedding next Tuesday.•May I invite you to my birthday party?•Do you feel like drinking a coke?•What would you say to a ride in the country with us?More•May I have the pleasure of the dance?•What about some soft drinks?•What about going to see a movie?•Come and join us for a chat.•Will you join us for a game of bridge?(桥牌)replyREPLIES TO INVITATIONS (POSITIVE)•That sounds very nice, but I’m not sure if I can.•Could I let you know this evening?•Yeah, I’d love to. Thank you very much.•That’s very kind of you. Thank you.•Yes, great. / Yes, with pleasure. / Yes, thanks.REPLIES TO INVITATIONS (NEGATIVE)•I’d love to, but ……•It’s very kind of you, but I don’t really think I can.•Thank you, but I’m afraid I have classes.•If you don’t mind, I’d rather not. I’m not feeling well today.•I can’t, I’m afraid. You see my paper is due tomorrow.•No, I can’t. Not then nor any other time. Sorry.•Not really, thanks all the same.A FORMAL INVITATION: MORE FORMALOn the occasion of the 45th anniversary of the founding of the People’s Republic of ChinaZhejiang Provincial People’s Government requests the pleasure of your company at a National Day receptionon 29th September (Thursday), 1994at 6:00 p.m.in the Banquet Hall, Villa 1Xi Zi Guest Hotel R.S. V. P. Tel.:1234567Dress: Formal A FORMAL INVITATION: 浙江省人民政府的一张请柬请￿￿柬￿￿￿￿￿￿￿￿￿为庆祝中华人民共和国成立四十五周年谨订于一九九四年九月二十九日（星期四）晚六时在西子宾馆一号楼宴会厅举行国庆招待会。

￿￿￿￿￿￿￿￿￿￿敬请光临(请务必回复）浙江省人民政府practice: an informal onePRACTICE: AN INFORMAL INVITATION钟华先生个人茶会的请柬李李铃小姐小姐: 本人本人订于一九九五年九月二十一日（星于一九九五年九月二十一日（星期一）晚期一）晚8时至至9时在杭州大学教工餐在杭州大学教工餐厅举行行茶会￿￿￿￿￿￿￿￿￿￿￿￿￿￿￿￿￿￿￿￿敬敬请光光临钟华先生先生English VersionAN INFORMAL INVITATION OF MR. ZHONGMr. Zhong Huarequests the pleasure of the company ofMiss Li Lingat a tea partyin the Staff Restaurant ofthe Hang Zhou Universityon Monday, September 21st, 1995from 20:00 to 21:00Chinese VersionMoreAN INVITATION & IT’S REPLYThe Chairman And Board OfInternational Enterprises Ltd.requests the pleasure of your company at a banquet to be held at the Hall of Enterprises Ltd, 10 Park Road, Beijing at 8:00 pm on Friday, September 5th.Evening Dress R.S.V.Pto the Secretarytel.: 68862519Reply Ms Nancy Tu thanks the Chairman and Board of International Enterprises Ltd. for their kind invitation to the banquet to be held at the Hall, 10 Park Road, Beijing at 8:00 pm on Friday, September 5th, ￿￿￿①which is accepted with much pleasure ②but regrets that she is unable to accept owing to a prior engagementan invitation to weddingINVITATION TO WEDDINGDoctor and Mrs. John Huntington SmithRequest the honor ofMr. and Mrs. Edward Fitzgerald’s Presence at the marriage of their daughterMillicent JaneTo Mr. James Edward PopeSaturday, the first of NovemberAt twelve o’clockSt. John’s churchR.S.V.P.REPLY TO THE INVITATIONMr. and Mrs. Edward FitzgeraldAccept with pleasureDoctor and Mrs. John Huntington Smith’s Kind invitation forSaturday, the first of NovemberRSVP•Listen to the following conversation and fill in the blanks. •When you see RSVP, ________ immediately, say what you plan to do and do what you say. In an __________, _____ immediately and __________. respondemergencycallapologizeHOW TO PREPARE A BUSINESS VISIT?1.set agenda/ itinerary2.book tickets, arrange accommodation3.make appointments & confirm with writings4.prepare document5.prepare personal necessity6.take proper giftsAGENDA FOR MR. WANG’S VISIT•Jan. 12th(Sunday)•18:35 Flight No. NW415 to Las Vegas•Jan. 13rd(Monday)•7:12 am arrive Los Vegas•Las Vegas Hotel•12:30 am meet Mr. Smith in his office, the Pacific corporation•Jan. 14th (Tuesday) – Jan. 18th (Sunday)•9:00 to 17:00 attend the exhibition•Jan. 19th (Monday) – Jan.22nd (Thursday)•8:00 am Fly to New York FL No. WL1366•10:51am arrive New York•New York Hotel•14:00 meet Mr. Andrew Miller of International Ltd. in his office•discuss purchase of the testing system•Jan. 22nd 19:21 (Thursday)•fly to Los Angeles FL No. EL213•arrive 21:26 •the Grand Hotel •Jan. 23rd (Friday)•10:00 am meet Mr. David Lee of Atlantic Corporation•discuss about the agent contract•Jan. 24th (Saturday)•entertainment: Jazz Concert•Jan. 25th (Sunday)•10:55 am Fly back to Shanghai FL No. CA210•Jan. 26th (Monday)•6:10 am arrive ShanghaiARRANGING DINNERS: HOW TO BE A GOOD HOST•Listen to the following conversation and fill in the blanks. •As a host, it's your responsibility to choose an appropriate __________, _______ _____ as much as possible ahead of time such as arranging for how to ____ ____ ____ and requesting a nice _____. Then it will be an __________ evening for all. restaurantrestauranttakingtakingcarecarepaypaythethebillbilltabletableenjoyableenjoyableSET UPON AGENDA: FILL IN THE BLANKS•April 12 (Tuesday)•18:30 Guangzhou airport •arrive FL No. CA0113•Meet John Smith & Richard Lampl• _________ Hotel•April 13 (Wednesday)~ April 14 (Thursday )•10:00am ~ 16:00 meeting room 3•discuss:1.____________________________________GardenGardenclear up: personnel training & clear up: personnel training & spare partsspare parts2.____________________3.____________________•April ( )•visit the Spring Fair•April ( ) ~ ( )•recreation: ___________________ ____________________________•April ( )•visit the plants•April 19 (Tuesday )•10:00 am FL CA0159 •fly to Beijing•see them off at the airportdiscuss a contractdiscuss a contractfound a joint venturefound a joint venture1515FridayFriday1616SaturdaySaturday1717SundaySundaygolf, one-day tour of golf, one-day tour of GuangzhouGuangzhou1818MondayMondayMAKING ACCOMMODATION•I need two single rooms for 7 nights.•We have two guests from Los Angeles: Mr. John Smith and Mr. Richard Lampl.•OK.•Do they have en-suite / private bathrooms?different hotelsHOTEL TYPES•luxury & five-star hotels: include almost everything.•four-star hotels: are very good.•three-star hotels offer standard facilities.•one or two star hotels: cheaper, basic accommodation, sometimes a shared bathroom.different accommodationsDIFFERENT ACCOMMODATIONS•motel: for motorist, normally situated on main roads.•commercial hotel: in the town center for business people.•conference hotel: includes meeting and exhibition facilities, audiovisual equipment, banquet rooms, etc.•resort hotel: at tourist resorts, for people on holiday•health spa: offers medical treatment, exercise programs and other recreational facilities.•holiday village: a number of small cottages or bungalows(平房) with cooking facilities.•bed and breakfast (B&B): accommodation in private homes.•dormitory/ youth hostel: sleeping facilities, usually with cooking facilities.DIFFERENT ROOMS•a single is a bedroom for one person.•a double is a bedroom for two people.•a twin-bedded room has twin beds.•a suite is a set of rooms.HOW TO MAKE FLIGHT RESERVATION?•I’d like two tickets to Beijing on the 19th.•There are seats available on Flight CA0159.•Is it a non-stop flight? What time does it leave? What time does it arrive in Beijing? What exactly is the air fare for economy class? •……•Ok. Could you book two tickets for me on that flight, please?•May I have the travellers’ names, please?•Yes, Mr. John Smith and Mr. Richard Lampl. I’ll send someone to pick up the tickets on Friday.WORDS ABOUT FLIGHT•air fare•passport•check in at the airport•fully booked•an alternative flight•cancellations•stopover•pick up the ticket•reconfirm•vacancy•free luggage allowance•excess luggage•hand luggage•luggage check-in receipt•boarding passCOMPANY STRUCTURE: A MANUFACTURING COMPANYOfficeOFFICE BUILDINGfirst floor westsecond floor westsecond floor eastfirst floor eastQ.C. Dept.: Quality ControlI. E. Dept.: Industrial EngineeringP.C. Dept.: Production ControlI.C. Dept.: Inventory ControlV.Q. A. Dept.: Vendor Quality Assurance SEEKING BUSINESS POSSIBILITIES•Prospective dealers abroad may be approached through the following channels:1.Attend the export commodities fair or exhibition.2.Inquire the chamber of commerce or the commercial counselor’s office.3.Get introduction from other business connections.4.Make mutual visits by trade delegations or groups.5.Make market investigations.6.Self-introduce by customers themselves.7.Inquire through banks.8.Put ads in newspapers & magazines.NEGOTIATION PRINCIPLES: EQUALITY PRINCIPLE•In a successful negotiation, each party must gain something or there is no reason for the other party to participate. Therefore, either party should be well prepared for the negotiation and ready to satisfy each other’s needs on an equal basis.NEGOTIATION PRINCIPLES: SINCERE COOPERATION•In negotiation, both parties are making concessions. They always keep in mind that the concessions one party gets from the other party should be more valuable than the ones he makes for the other party. The purpose of this is to seek a win-win situation instead of a win-lose one.•A negotiator needs to be canny and even difficult to deal with. But at the same time he should be one who keeps his words and trustworthy.NEGOTIATION PRINCIPLES: KEEP IT FLEXIBLE & FLUID•Any negotiation is a process of constant thinking, exchanging of information and continuous concession of both parties. Apart from sticking to principles you should also master in a flexible way various negotiation techniques, assess what’s in the other party’s mind, what their needs are and what their tactics will be. By doing this you will put yourself in an active and favorable position in the process of negotiation.NEGOTIATION ETIQUETTE: DRESS CODE•In Latin Europe & Latin America: people pay special attention to the style and quality of both men’s and women’s clothing and accessories.•In the middle east: businessman often judges a person by the quality and price of his briefcase, watch, pen and jewelry. So one should wear and carry the best one has.•In Germany: Germans feel more comfortable doing business with men whose shoes are brightly polished.•Throughout Asia: It is a good idea to wear slip-on shoes, such as high quality loafers because custom requires removing foot wear when entering temples, people’s homes and some offices as well.•In the U.S.: Americans pay special attention to the condition of one’s teeth, so you’d better arrange for a visit to your dentist for a clearing as part of your preparation. •In Muslim countries: Female visitors should dress so as to show as little bare skin as possible.NEGOTIATION ETIQUETTE: KISSING•You’ll probably kiss and be kissed for the first meeting. But don’t worry. At subsequent meetings foreigners are excused from all that casual kissing if they do not wish to participate.•For men who do decide to join in, when kissing a woman’s hand or cheek don’t actually touch the skin. Just kiss the air a few millimeters from her hand or cheek.•Cheek-kissing: The proper British people usually kiss just one (on the right cheek), the French twice ( left, right) and the passionate Belgians three times: left, right, left. •Hand-kissing: Like the Italians and Spanish, a German is more likely to kiss the hand. •For non-European women: When a man raises the hand to his lips, the appropriate response is to react as though this is the fifth time it has happened that day, just acknowledge that gesture with a slight smile.•Some male visitors to Russia are not quite comfortable with being kissed on the lips by Russian men while enfolded in a great bear hug.BUSINESS GIFTS: WHAT TO GIVE?•What to give? Good choices are:• quality writing instruments, • branded whisky, •picture books about one’s city, region or county •and products one’s home country is famous for.•When to give? •In Europe, gifts are given after the agreement is signed. •In Japan and most other Asian countries, gifts are given at the end of the meeting. •Note that North America is not a gift-giving culture. Many American negotiators feel uncomfortable if presented with an expensive gift.BUSINESS GIFTS: WHEN TO GIVE?•In Japan, the wrapping of the gift is at least as important as the gift itself. In Japan and the rest of Asia, people present and receive any gift with both hands, except in Thailand where the present is handed over with one right hand supported by the left. •In North & South America, the gift will more likely be opened immediately.BUSINESS GIFTS: HOW TO GIVE?DINING TABOOS•Muslims do not drink alcohol or eat any pork product. Many avoid shellfish as well. Jew share some of these food taboos.•Hindus avoid beef ; most are strict vegetarians.•Buddhists are often strict vegetarians, but many Thailand Buddhists enjoy beef as long as someone else has done the slaughtering for them.•Italians only drink cappuccino in the morning before 10 am.NEGOTIATING STYLE: AMERICAN STYLE•The American style is very direct and they try to demand the same from counterparts. Generally, Americans openly disagree and use aggressive persuasive tactics, such as threats and warnings.•Americans tend to make concessions throughout the negotiations, settling one issue, then proceeding to the next. They are used to cutting deals just to save time.•Americans make decisions based upon the bottom line and on cold, hard facts. They do not play favorites. Economics and performance count, not people.•German Style:•German negotiators are known for very thorough preparation. During the negotiation, he will put the issue and bids clearly, firmly and assertively. The patterns of negotiating are: thorough, systematic, highly prepared, low in flexibility and compromise.NEGOTIATING STYLE: GERMAN STYLE•French negotiators are reputed to have three main characteristics in international dealings: •a great deal of firmness, •an insistence on using French as the language for negotiation, •and a preference to make an outline agreement, then an agreement in principle, then headings of agreement, repeatedly covering the whole breadth of a deal.NEGOTIATING STYLE: FRENCH STYLEMore•The French love to argue. All contacts must be completely in French. Do not make intense criticism and avoid raising one’s voice. Drinking wine will be part of the negotiation process. Negotiators may find themselves at two-hour lunches.NEGOTIATING STYLE: BRITISH STYLE•Arrange appointments in advance and present an agenda as early in the process as possible.•The English are reserved rather than expressive or demonstrative in the way they communicate. The business lunch is very popular in Britain. Much negotiation will be done with knife and fork in hand.NEGOTIATING STYLE: RUSSIAN STYLE•Russians arrive at the table with clear objectives and make few concessions early in the discussions. They are extremely warm. It’s very difficult to dislike them on a personal level. •They use some hardball tactics: table-pounding, emotional outbursts, brinkmanship, loud threats and walkouts.more•More often, the Russian counterparts will simply try to out-wait one, exploiting the presumed impatience. Counter this with patience, patience and more patience.•The Russian decision-making is rather bureaucratic. Even the simplest deals will take a great deal of time when compared to other industrialized powers.•Important points must be stressed continually as the Russians tend to look at the totality rather than the details of a contract.NEGOTIATING STYLE: AUSTRALIAN STYLE•The Australians encourage long-term relationships and prefer to work with people they count as friends. •Since formalities are minimal, negotiations more at a quick pace. Show up on time and come prepared.•Be direct while negotiating, as the Australians are keen to spot deception and they feel no hesitation to walk away from the table if they feel one is holding back information.•Since Australians tend to dislike too much bargaining, visiting negotiators will get better results by opening discussions with a realistic bid.ABOUT THE GUANGZHOU FAIR•The Chinese Export Commodities Fair takes place in Guangzhou twice a year. It’s also known as the Guangzhou Fair. The Spring Fair opens on April 15th and closes on April 30th. The Autumn Fair begins on October 15th and ends on October 30th. •A large variety of items are on display at the Fair, such as light industrial products, electronic goods, machinery, household items, textiles, garments, handicrafts, medical equipment, toys and so on. They attract thousands of visitors to the place.•At the Fair, a lot of foreign businessmen have negotiations with the Chinese exporters. Some make inquiries; others place orders. They discuss business and conclude transactions on the spot.VOCABULARY FOR CLAIM•accept a claim•entertain a claim•reject a claim•dismiss a claim•settle a claim•withdraw a claim•file a claim•a copy of the Inspection Certificate•one copy of Survey Reports•insurance policyWESTERN TABLE MANNERS•Listen to the following conversation and fill in the blanks. •How you _______ getting food to your mouth is a big part of your _________ image. •With the American style, you hold the fork in your _____hand and the knife in your ______ hand to cut your meat or vegetables. Then you place the knife on the top of your ______ with the ______ facing in. Next you ________ the fork to your right hand. Now with the fork in your right hand, you take the food to your mouth with the fork _____ up. handlehandleprofessionalprofessionalleftleftrightrightplateplatebladebladetransfertransfertinestinesBANQUET: HOW TO USE KNIFE AND FORK?• Fork left, knife right or the other way round?• Continental way or American way?BANQUET: TIPS 1•How to use the table napkin?•Put it on your laps instead of under your neck.•Don’t use it as a handkerchief.•How to use the toothpicks?•Let’s have another toast.•Say when. •When, I’m beginning to feel high.•Gift: a bottle of wineBANQUET: TIPS 2•Can we drink as much as we can?•You’d better drink only one third of your normal liquor capacity.•If you’re drunk and made a fool of yourself, you should apologize to the host the next day.•Usually, we can only pour two third of the whole glass. Because the rest one third of the glass is left for the bouquet of the wine. BANQUET: TIPS 3•Can we smoke after the dinner?•You’d better not unless the host did it first.•If you have to, you should ask permission from the host and your neighbors, especially from ladies.•Do you mind my smoking?•No, please go ahead.•Smoking is bad for your health and teeth.HOW TO ORDER?•Should we order something cheap to save money for the host?•No, it may embarrass the host.•Should we order some expensive dishes?•No, it may also make the host feel bad.•Let the host order first and then order accordingly.•“I’ll have what you’re having.”BANQUET: HOW TO DRINK SOUP?•How to use a spoon?•Will you use it laterally or vertically?•How to drink very hot soup?•Can I blow it ?•Can I stir it to cool it?moremoreDRINKING SOUP•Listen to the following conversation about drink soup and fill in the blanks.•"I spoon my soup away from me" means you spoon the soup toward the _____ of the bowl and then bring the spoon _____ to your mouth. •Spoon the soup toward the _____ or _____ of the bowl and then bring the spoon _____ to your mouth; ________ is considered bad manners in Western etiquette; if the soup is too hot, _____ it slightly or simply wait; tip your bowl away from you to _______ the last spoonful of soup. frontfrontbackbackcentercenterfrontfrontbackbackslurpingslurpingstirstirretrieveretrieveHOW TO EAT BREAD?•Listen to the following conversation and fill the blanks.•Bread goes on your bread and butter ______ which is on your _____ above the forks; to eat bread, don't _____, but _____ ____ a small piece, ______ it if you like and eat it and continue until you are _________ or have ______ the whole thing. plateleftbitetearoffbuttersatisfiedeatenARRANGE THE ORDER OF COURSES:•salad & bread --•dessert --------•soup -----------•coffee ----------•fish -------------•meat & -------vegetable(2)(5)(1)(6)(3)(4)汤和餐前小吃鱼和海鲜肉和蔬菜餐后甜点咖啡 TRADITIONAL THREE-COURSE DINNERTRADITIONAL FIVE-COURSE DINNERchoose correct dishware:• bread & butter• salad• fish• potato• pudding• meat• red wine• champagne• wine• soupCHOOSE THE MAIN COURSE FOR PEOPLE: PREFERENCE.•fish•oyster•locust•beef•vegetable•snake•snail•American•French•African Zulu•Jew•Hindu•Russian•ChineseCHOOSE THE MAIN COURSE FOR PEOPLE: TABOOS.•fish•oyster•locust•beef•pork•snake•snail•American•French•African Zulu•Jew•Hindu•Russian•ChineseMATCH DIFFERENT WINE WITH DIFFERENT COURSE•soup: thin soup  fruit wine thick soup  wine•hors d’oeuvre: fruit wine•fish, seafood, chicken: wine•steak, pork, beef, venison: red wine•eastern food: beer or pink wine•vegetable: light red wine or pink wine•dessert: sweet winetaste wineTASTE WINE•purpose: check the temperature and quality of wine•red wine: 20℃, wine& pink wine: 0℃•sound wine with aftertaste•sick wine/slimy wine/sour wine/rough wine: harsh smell•check the seal, take the cork and smell it and then taste the wine and check its colorOPENING CEREMONY•put up a notice or an ad•make a guest list•make sure every guest got an invitation•when the ceremony starts, the hosts should lead the guest to stand on the right hand and wait for the presider to declare the beginning of the opening ceremony.•the presider declares the beginning•the host makes a brief speech to thank the guests and introduce his company and their business scope•invite the guest to deliver a speech•the presider announces the end of the ceremony•the guests say good-bye to the host and get a giftCUTTING THE RIBBON•put notice•extend invitation•when the guests arrive, lead them to their seats•the presider announces the beginning of the ceremony and introduce leaders and celebrities •thank them for coming•the host makes a speech•the guests deliver a speech•cut the ribbonNEWS RELEASING CONFERENCE•select a good date, a convenient place•ensure there are enough rooms for preparation and accommodation•invitation cards and souvenirs•make a list of possible questions likely to be asked•propaganda materials•hold a cocktail party or tea party after the conferenceHOLD AN EXHIBITION•choose weekends or holidays•prepare propaganda materials (clear & easy to understand)•put up a post•arrange visit or lecture•make decoration •appoint a good receptionist。