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、合约签订、投诉索赔等方面。本书可以满足高职高专院校商务英语、国际贸易、国际商务等相关专业的大学生、从事国际商务工作的外经贸从业人员、外事人员以及广大英语爱好者的需要。
本书适用于高职高专商务英语、经贸、市场营销等专业的学习。
再 版 前 言
《商务英语口语》自2010年3月出版后，受到用户的广泛好评，也有不少专家和读者提出了宝贵建议。为了更好地发挥和完善教材的作用，我们对全书内容进行了修订和补充更新。
修订后的《商务英语口语》的素材仍以商务材料为主，内容上涵盖了商务工作所涉及的日常交际、涉外活动及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、合约签订、投诉索赔等方面。每个单元围绕一个主题展开，根据相应目标设置，力求系统地将背景知识、功能型对话及练习、知识点讲解、扩展练习、相关信息、思维拓展、模拟场景对话等内容联系起来。
本书再版时，对原版板块式结构进行了有效整合和更新。首先，增加了热身练习，类型多样、难度适中的任务使学生能够在接触本单元语言知识前对专业内容有基本了解。其次，为更加突出材料的实用性，对原有对话进行了部分改编和更新，并加入了场景介绍，使学习者更易理解对话中的角色关系和各自诉求。此外，对原有的拓展练习部分进行了整合，结构更紧凑。其中Role-play部分的驱动型任务，角色的任务指令更加明确，使学生对于任务要求更加明了。本书还配有所有对话的音频文件，可用作听力材料辅助及教学使用。
本教材由房玉靖、梁晶担任主编，姚颖、邓莉洁任副主编。
由于编者水平所限，书中难免有不足之处，敬请读者指正。
编 者
第1版前言
在经济全球化进程不断加快的今天，我国改革开放进入了快速和纵深发展期，国际商务活动和经济技术的交流也日益频繁。高职高专院校商务英语专业的学生不仅需要具备熟练的英语技能，还必须具有良好的沟通技巧和娴熟的实践能力，才能适应当代商务领域各项工作的需要。《商务英语口语》是一本以交际功能和中心话题为纲要编写的口语教材。本书注重把学生置于多元文化背景之中，提供真实的语言环境和标准的语言范例，强调知识性、信息性、实用性和功能性，引导学生积极主动地进行口语练习，扩展学生用英语进行交流的综合能力。本书可以满足高职高专院校商务英语、国际贸易、国际商务等相关专业的大学生、从事国际商务工作的外经贸从业人员、外事人员以及广大英语爱好者的需要。
“商务英语口语”课程是根据高职高专商务英语专业学生需要开设的一门职业基础必修课程，同时也是一门语言技能训练课。教育部颁布的《高职高专教育英语课程教学基本要求》中，强调打好语言基础，要求语言基本训练和语言应用能力并重。本书的特点在于遵循知识与实践相结合的原则，强化对学生英语听说应用能力的训练，为培养具备较强英语基础技能和一定的商务贸易、商务谈判和企业管理的综合技能，适应现代各类经贸活动要求的高级应用型专门人才打下坚实的基础。
本书的素材以商务材料为主，内容上涵盖商务工作所涉及的日常交际、涉外活动及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、合约签订、投诉索赔等方面。
本书的板块式结构安排，系统地将背景知识、功能型对话及练习、知识点讲解、扩展练习、相关信息、思维拓展等内容联系起来。每个单元围绕一个主题展开，其中又包含3～4个学习目标，根据每个目标设置相关内容的对话范例、注释、句型及针对性训练，另外还设置了整个单元的语言重点，其中Unit 1～8语言重点部分主要是分模块的功能句型，Unit 9～16由于涉及的内容专业性较强，所以包括贸易术语或专业术语加功能句型两部分，便于学生灵活掌握和运用。本书信息量大，实用性强，注重激发学生积极参与口语活动的兴趣，培养学生对商务交际文化差异的敏感性；突出教师与学生以及学生之间互动协作的重要性，启发学生的想象力和创造力，从而能够得体地使用工作交际用语，是广大商务英语学习者的必备参考书。
本书由房玉靖担任主编，参加编写的有房玉靖、刘玉玲、梁晶、姚颖。本书的编写得到清华大学出版社的大力支持，在此表示衷心的感谢。
Unit 1 Office Work 1
Unit 2 Business Travel 19
Unit 3 Client Receptio 39
Unit 4 Companies and Products 55
Unit 5 Marketing 71
Unit 6 Meetings 89
Unit 7 Recruitment 109
Unit 8 Trade Fairs 127
Unit 9 Inquiries and Offers 145
Unit 10 Counter Offers and Orders 161
Unit 11 Packaging and Shipment 179
Unit 12 Payment 199
Unit 13 Insurance 219
Unit 14 Conclusioof Business 235
Unit 15 Trademark, Patent, and Intellectual Property Rights 253
Unit 16 Complaints, Claims and Settlement 271
Unit 1 Office Work
Learning Objectives
Ithis unit, you will learhow to:
* Talk othe phone
* Make & change appointments/arrangements
* Talk with associates
Background Information
General office skills may include answering phones, faxing, basic puter skills, as well as customer service skills. Effective municatioconcerning these skills at workplace is extremely important to smooth and efficient business operation. Workplace municatiois mainly of two types: verbal municatio(such as meetings, phone calls, speech, one to one feedbacks, etc.), and non-verbal municatio(such as writteor printed emails, etc.). Communicatioat workplace should be clear, concise and specific. Iaddition, there should be effective use of body language at workplace. Good municatioskills will help to establish a better working relationship. Poor workplace municatioskills will have negative effects obusiness relationships and may result idecreased 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 explaiyour choices.
Wheyou answer the phone ithe 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 owname
( say your pany name and/or department
( just say ‘Hello?’
( have a pencil and paper ready so that you catake notes
( try to sound friendly and helpful
( speak quickly so that the call is sooover
( speak clearly and slowly
( smile
( use the speaker phone
Oral Workshop
A. Talking othe Phone
Dialogue 1 – Asking to speak to someone
Diana is making a call to Mr. Browof 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 Browor Tony Brown?
Diana: I’m not sure. I want to talk to someone about the maintenance of laser printers.
Operator: Theyou 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, cayou 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 omaintenance. 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 ithe office all day.
Mr. Brown: So I’ll send over aengineer around 10:00 ithe morning.
Diana: Thank you very much, Mr. Brown.
Dialogue 2 – Leaving and taking messages
Peter Jacksoof FBJ Marketing wants to speak to Paul Richards of BIG Supermarket. At the first attempt, he dials the wrong number. At the second attempt, Sara Lee, Paul’s secretary answers the phone.
Andy: Hello, Marketing Department. CaI help you?
Peter: Hello. May I speak to Paul Richards, please?
Andy: I’m sorry. You’ve got the wrong number. But he does work here.?I’ll try and put you through.?Ifuture his direct number is 5558770.
Peter: Didn’t I dial that?
Andy: No, you rang 5558790.
Peter: Oh, sorry to have troubled you.
Andy: No problem.?Hang oa moment and I’ll put you through to Paul’s extension.
Peter: Thanks.
Sara: Good morning, Paul Richards’ office, Sara Lee speaking.
Peter: Oh, hi. This is Peter Jacksofrom FBJ Marketing. Could I speak to Paul, please?
Sara: I’m afraid Paul is oa training course.
Peter: Do you know whehe’ll be back?
Sara: I’m afraid he won’t be back until tomorrow, but if it’s urgent I caget a message to him this afternoon.
Peter: I’d really appreciate that. Could you tell him I called because I need to check the budget for supermarket promotiothis ing weekend?
Sara: OK. You’d like to check the budget for supermarket promotiothis weekend.
Peter: That’s right.
Sara: I’m afraid I didn’t catch your name.
Peter: It’s Peter Jacksofrom FBJ Marketing.
Sara: Thank you, Mr. Jackson. I’ll make sure he gets the message this afternoon.
Peter: Thank you very much.
Sara: You’re wele. Goodbye.
Peter: Bye.
……
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