本书素材以商务材料为主, 内容涵盖商务工作所涉及的日常交际、涉外活动和涉外业务等常见场景, 以功能用途划分。全书共设有16个单元, 内容主要涉及办公、商务旅行、商务接待、商务会谈、商务会议、展览展会、求职面试、公司与产品、商标与专利、商品的询价、报盘、讨价还价、支付、包装与运输、保险、市场营销、销售谈判、签订合约、投诉索赔等方面。
1.每天学一点，地道商务英语脱口说！
2.一线教师精心编写，商务专家审订，世界500强外企职业经理人力荐！
3.再现16个经典商务情景，必备单词、句型、对话全面解析，一本就够！
4.全面提升跨文化交际能力，做求职与职场上的抢手人才！
第3版前言
《商务英语口语》的第2 版自2016 年1 月出版后，我们收到了更多的读者好评，在此感谢广大用户对本书的支持与厚爱。
我们根据时事的变化，对本书材料进行了进一步更新，使得信息量更大、实用性更强。升级后的第3 版注重激发学生积极参与口语活动的兴趣，提高学生跨文化交际能力；突出教师与学生以及学生之间互动协作的重要性，启发学生的想象力与创造力，从而能够得体地使用工作交际用语。
为满足广大读者的需求，我们特意邀请发音纯正的美籍人士朗读本书的对话部分，由美国专业的影视公司进行录制，读者可欣赏到音质清晰、原汁原味的美语朗读。
本教材由房玉靖、梁晶担任主编，姚颖、邓莉洁担任副主编。望广大读者对本教材继续给予指正，不胜感谢。
编 者
Unit 1 Office Work 1
Unit 2 Business Travel 16
Unit 3 Client Reception 33
Unit 4 Companies and Products 45
Unit 5 Marketing 59
Unit 6 Meetings 74
Unit 7 Recruitment 90
Unit 8 Trade Fairs 105
Unit 9 Inquiries and Offers 119
Unit 10 Counter Offers and Orders 132
Unit 11 Packaging and Shipment 146
Unit 12 Payment 163
Unit 13 Insurance 181
Unit 14 Conclusion of Business 194
Unit 15 Trademark, Patent, and Intellectual Property Rights 209
Unit 16 Complaints, Claims and Settlement 223
Unit 1 Office Work
Learning Objectives
In this unit, you will learn how to：
Talk on the phone
Make & change appointments/arrangements
Talk with associates
Background Information
General office skills may include answering phones, faxing, basic computer skills, as well as customer service skills. Effective communication concerning these skills at workplace is extremely important to smooth and efficient business operation. There are mainly two types of communication: verbal communication (such as meetings, phone calls, speech, one to one feedbacks, etc.), and non-verbal communication (such as written or printed emails, etc.). Communication at workplace should be clear, concise and specific. In addition, there should be effective use of body language at workplace. Good communication skills will help to establish a better working relationship where as poor workplace communication skills will have negative effects on business relationships and may result in decreased productivity.
Starting Up
Read the following tips and decide which are DOS ( √ ) and which are DON’TS (×). Compare your answers with a partner’s and explain your choices.
When you answer the phone in the office …
□ pick it up after the first ring
□ pick it up after three or more rings
□ immediately ask who is calling and what they want
□ say your own name
□ say your company name and/or department
□ just say “Hello?”
□ have a pencil and paper ready so that you can take notes
□ try to sound friendly and helpful
□ speak quickly so that the call is soon over
□ speak clearly and slowly
□ smile
□ use the speaker phone
Oral Workshop
A. Talking on the Phone
Dialogue 1 – Asking to speak to someone
Diana is making a call to Mr. Brown of Deep Blue Office Supply.
Operator： Good morning, Deep Blue Office Supply.
Diana： This is Diana Wong from MAP Advertising. I’d like to speak to Mr. Brown, please.
Operator： Is that Michael Brown or Tony Brown?
Diana： I’m not sure. I want to talk to someone about the maintenance of laser printers.
Operator： Then you need to speak to Tony Brown. He's with After Sales Department. I’ll put you through.
Diana： Thank you.
Mr. Brown： Hello, Tony Brown.
Diana： Hello, Mr. Brown. This is Diana Wong from MAP Advertising. I called last week about the laser printer.
Mr. Brown： Sorry, can you spell your name, please?
Diana： It’s W-O-N-G. Diana Wong, from MAP Advertising.
Mr. Brown： Oh, yes. I remember.
Diana： We bought 5 laser printers from you two weeks ago, but one of them doesn’t seem to work properly, and we also have some questions on maintenance.
So I’m calling to see whether it’s possible for you to send someone to help.
Mr. Brown： All right. Would tomorrow suit you?
Diana： That’ll be great. I’m in the office all day.
Mr. Brown： So I’ll send over an engineer around 10:00 in the morning.
Diana： Thank you very much, Mr. Brown.
maintenance 维修，保养 put through 接通电话
laser printer 激光打印机
……
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