B E C中高级口语总结(根据陈小蔚口语书各主题总结) -标准化文件发布号：（9556-EUATWK-MWUB-WUNN-INNUL-DDQTY-KII主题一．商务旅行/差旅(1)前期准备preparation1.accommodation：book a hotel（hall等）with adequate workingfacilities（such as fax machine，internet access，computers等）2.transportation :choose a convenient（suitable）means oftransportation(2)费用：hotel bills，traveling expenses，public transportation fares，faxor telephone charges，client entertainment expenses(3)考虑因素:文化差异cultural differences：different thought patterns；working style；ways of decision-making；shopping habits；ways ofseeing the world如何应对:1.promote the global mindset2.become sensitive to the cultural difference/be open-minded3.respect for native culture4.consider cultural taboos5.the staff should acquaint with differences in language，laws and social customs6.relocate the employee to work abroad to experiencedifferent working style二．员工培训training(1)主要内容：（内容+意义munication skills +avoid misunderstanding；get the workwell done2.customer service +it is critical to mee t customers‘ needs；increase customers’ satisfaction3.interpersonal relationship + enhance mutual understanding andtrustputer skills + it is important for conductingadministrative and offer tasks5.safety training + give practical advice for avoiding gettinghurt6. business ethics（商业道德）+customers‘s loyalty and trust tothe company(2)重要性从公司发展的角度看：1.enhance company image2.increase productivity从雇员的角度：1. increase job satisfaction2. boost morale（among employees）3. enhance efficiencies in process which result in financialgain4 . reduce employee turnover/retain employee5. acquire more practical skills that is beneficial for thepersonal development6. ensure employees have greater commitment in theirwork/continue effort7. ensure employees keep up with the latest information formarket trend9. help them have a clear idea of future job(以上的好处或重要性适用于任何有关公司发展的政策措施或活动)(3)如何使培训有成效Good preparation ensures effective training（任何有关准备的主题都可以套用）1.maintain a positive energy and attitude2.fully equipped facilities3.meet the training needs/requirementspany budget5.well-organized materials（4）如何鉴定培训是否具有成效1. organize a relevant test2. to conduct a survey to participants to see whether they haveany improvement in the work performance3. whether the training address the issues/solve problems三．激励员工留住员工措施：（具体措施+好处）1.offer financial benefits/bonus2.effective training + 同上training的好处3.provide cozy/comfortable working environment + feel at ease/increaseefficiency4.paid holiday + release5.profit-sharing plan 公司利润分享制6.stock option7.constant communication between the employer and the employer8.flexible working hour+ balance work and life/reserve time for family，hobby or personal development9.offer s ome special gift that meet employee’s expectation10.opportunities for promotion11.offer physical health check-up for the staff/membership or discount athealth and fitness club四．招聘Recruiting(1)招聘方式（优缺点）1.内部招聘internal promotion优点：have more motivational valueboost maralencourage employees to continue effortgive other employees anticipation of promotionreduce the orientation and training costmake good use of abundant human resources缺点：if not fair，it will lead to internal conflict补充一下内部招聘的具体做法：a selection test/well-designedinterview/check record of pastperformance/appraisal2，外部招聘external recruitment优点：receive a source of new ideas/latest knowledgeavoid unfair selectingbe contributabl e to company‘s overall growth and success 缺点：deprive career anticipationdiscourage moraleIncrease training cost其他招聘方式（TV，newspapers，internet，recruitment company）各种方式的优缺点：优+缺（同广告不同宣传方式的优缺点）Interne(online recruitment)：lost cost；reach vastaudience/attract wide attention；attract potentialcustomes + may be annoyingTelevision：reach vast audience + high cost；people often changechannelsNewspaper(put ad in the local newspaper)：reach vast reader + lifespan is short,readers often discard them quicklyask a recruitment company :professional + high cos；cannot find the right person五．广告宣传方式（招聘，发表新产品等）launch a advertising campaign，publicity1. Interne(online recruitment)：lost cost；reach vastaudience/attract wide attention；attract potential customers + may be annoying2. Television：reach vast audience + high cost；people often change channels3. Newspaper(put ad in the local newspaper)：reach vast reader +life span is short,readers often discard them quickly4.radio：low cost5.give out free sample：give a personal experience6.send direct email to target customers：get a mailing list oftarget customers；attract potential customers + people oftenignore or just delete it immediately without open （should use attractive headline）7.give out leaflets六．商务会议(1)前期准备（召开前要考虑的要点）1. agenda（key point）：set out in advance to state date，timeand location；inform them of all the items to bediscussed together；ask them for suggestions for items 2. venue：choose a suitable venue；with convenienttransportation；big enough to accommodate all theparticipants；3.facilities：fully equipped with necessary facilities such asoverhead projecter，fax，telephone，computer withaccess to the internet4.the size/length of the meeting(2)集会的目的：1. keep on track of market trend(to respond quickly)2. gather ideas to reach more workable final decision3，offer platform to share valuable experience3.exchange views to solve problem(3).其他形式的集会活动1. buffet dinners2. afternoon teatime3. sightseeing tour4．an reward ceremony目的同上：商务会议的目的(4).参会需要带的文件（只是个大概）：1. work plans2. analysis for market trend and development3. sales report（销售会议）4. related figures/datagive a overall picture；useful for setting goals/targets （5）参加会议需要注意什么(会中):1.listen carefully :show respect to others；benefit from their views2. take notes：ensure not miss the important items；useful for later reference七．缓解工作压力/应对繁重工作(1).表现：consistently working lateworking through lunchcome to work even when ill/often ask for sick leaverush to meet tight deadlinebring work home(2)后果：high turnover；poor performance；in low spirit；lower productivity(3)解决措施：(具体措施+好处)1.time management training: prioritize all tasks in order of importanceand urgency + feel at ease with their routine work2.flexible working time + balance work and life3.provide some sports facilities/organize sports activities + enhanceemployees’ health4.encourage to take up a hobby + get off the fatigue5.provide coffee rooms and nutritious refreshment + help to relax6.provide childcare/eldercare/transportation facilities + help to copewith these responsibilities八．解决公司危机的措施：It is really time that we should take some immediate measures1. issue a news release2．make arrangement for the victims3. offer all kinds of assistance4. offer some compensation5. assign some staff to their family to help to cope with tragedy6. make a promise to7. organize some related training programme about8. (产品)recall all the product from the market to prevent possible danger九．公司选址/迁址考虑因素：1．get closer to the target market2．cheaper labor cost；low rates of corporate tax3．site：well-established and fast-growing business area（which have high level of demand for services）4．convenient public transportation5．leasing rent（choose one can affort）6．avoid competition7．consider expansion potential（which offer some flexibility and room for the expansion of company）8．better working environment好处：boost business；lead to higher-quality performance；increase company‘s profits（这几个都是万能短语）十．市场营销(产品相关的话题)(1)产品属性：brand；price；quality；after-sales service；reputation；reliability(2)价格的制定影响因素:competition; supply and demand; customers’ perceptionof price措施: offer seasonal /trade/cash discount to stimulate demand，boost saleCarry out survey to find out customers’ needs and tastes(3)产品推销/推广目的：aim at target market；promote product efficiency；meet and beat fierce competitioncapture a large market share（占领市场较大份额）方式：unch a advertising campaign(略，见上)2.personal selling：employ some experienced salepeople3.sales promotion：offer promotional gifts；coupons优惠券；rebate回扣；loyalty scheme；sweepstake抽奖；free samples；trading stamp；contest4.publicity：mass media好处：attract potential customers ；boost the sale ofproduct ；encourage customers to try new products(4)客户服务customer service目的：increase the level of customer satisfaction；meet customers’ expectation；improve the standard of customer service提高服务质量的措施：1.Have an after-sale services supervision system（minitor，supervise）2.staff training programme(improve staff friendliness；the speed ofservice；learn to deal with customer complaints)3.check sales figures regularly4.obtain feedback from customer (set up a hotline；conduct a survey)(5)留住顾客目的：maintain customer loyalty；keep customer措施：1.understand what the customer needs2.provide high quality product and good service3.offer some discount to regular customer4.upgrate interior decoration十一.招待客户具体款待方式+好处(1)appropriate types of activities：1.arrange a big welcoming dinner+ show warm welcome/hospitality；make themfeel at ease；set a stage for conversation and potential business2.show them around our company，especially the best part + give them anoverview of our facilities and production methods3.take them to see places of cultural and historical interest/experiencecultural events（plays；concerts；sport events）+ offer us good opportunities to get to know each other better；give them more insight into our way of doing business；help encourage their busiessinterest in china；have a chance to take in the local flavor (2)costhigh cost means excellence in service(3)business objectives1.have a clear plan in mind2.work out a list of specific business objectives to achievend business contracts11。