第单元商务礼仪

第15单元　商务礼仪
Unit 15 Business Etiquette

Text A

Ⅰ．课文导读

商务礼仪是基于不同文化、不同习俗，在一系列商务活动中所产生的礼貌、礼节、行为等的约定俗成。在不同国家、不同地域，应采取不同的礼仪方式。商务活动中，商务礼仪的作用是为了使社会关系更为和善，使商务活动得以顺利进行。商务礼仪在针对不同对象时也有所不同。在老板面前应该注意礼貌，对待同事同仁，也应该注意自己的行为是否妥当，是否表现出尊重他人。此外，个人礼仪同样重要，包括个人习惯、卫生等。

Ⅱ．Text

Etiquette is dependent on culture;what is excellent etiquette in one society may shock another．Etiquette can vary widely between different cultures and nations．In China，a person who takes the last iteMof food froMa common plate or bow lwithout first offering it to others at the tablemay be seen as a glutton^[1]and insulting the generosity of the host．Traditionally，if guests do not have leftover food in frontof theMat the end of ameal，it is to the dishonor of the host．In America a guest is expected to eat all of the food given to them，as a compliment^[2]to the quality of the cooking．However，it is still considered polite to offer food froMa common plate or bow l to others at the table．

The etiquette of business is the set of written and unwritten rules of conduct thatmake social interactions run more smoothly．Office etiquette in particular applies to coworker interaction，excluding interactionswith external contacts such as customers and suppliers．Opening the door for a coworker or picking up a ringing telephone at an unattended^[3]desk are nice things to do，and they are part of business etiquette—but they're just the tip of the iceberg^[4]．

Business etiquette，simply put，is how you politely and considerately present yourself at work and work-related social gatherings．Exhibiting proper business etiquette brands you in a positive way，earning you the respect of your boss and your coworkers and ensuring that you're taken seriously．Ibelieve that corporate culture starts at the top of the organizational chart．If the president/CEO of a company is respectful of his employees and shows theMthathe is genuinely interested in their professional development，employees will strive to work hard and try to impress him．Show me an organization where the boss is a yeller and screamer，and I'll guarantee you their office has a revolving door^[5]．

Business etiquette shouldn't be liMited to how you behave around your boss; coworkers should be given respect too．There are a few things you may(ormay not be) doing that affect whether people view you as a polite person who's pleasant to work with or as“that guy/that woman．”Here are a few tips I've learned throughoutmany years．

Etiquette towards your boss:

·If you are in your supervisor's office and their phone rings，politely excuse yourself and step out to give theMprivacy(unless they tell you to stay)．

·If your boss asks you to tally up^[6]travel and expense(T＆E) reports，do notmention how much they spent．

·Listen carefully to what is being said to you and then follow through．

·If you need to make an appointment with your supervisor，ask for it verbally or in writing．Do not expect theMto drop everything and see you immediately．

·Be early for work．If you are on time，you are late．

·Supervisorsmay not notice every time you do the right thing，but you can be sure they'll notice if you do the wrong thing．

Etiquette towards your coworkers:

·Greet coworkers by name when you see them．

·If you work in a cubicle^[7]do not play music，talk loudly，or eat foodswith a strong aroma^[8]; this can be bothersome and distracting to your coworkers．

·If you want to speak to someone in another cubicle，knock before you enter．

·Copy machines are for everyone in an office to use．If you need to make several copies and see there is a wait for themachine，let a coworker who just needs one or two copies jump in^[9]．

·Bemindful of wearing perfume or cologne in an office．You may think you smell fantastic，but your coworkersmay not agree．

·If your office has a refrigerator，keep track of your food and be courteous^[10]enough to throwit away before it spoils．

·Do not chime in^[11]on other people's conversations if you aren't part of the conversation．

·Refrain froMcommenting on the food choices othersmake．

·Do not use a speakerphone^[12]atwork unless you have a private office．

·If you are in an open environment，do not speak loudly into your phone．

·Go to businessmeetings prepared．

·If you are late for a staff meeting or presentation，do not walk in front of the speaker．Find a way to be as inconspicuous as possible and quietly take your seat．

·Do not try to speak over a colleague during meetings;simply wait your turn．

·Do notwalk out of ameeting while someone is speaking．Wait until there is a break．

·Return voicemails，emails and general correspondences in a timely manner^[13]．

·Do not say or imply that amember of the opposite sex is looking sexy．

·Restrict your romantic inclinations and advances to people you don't work with．Office romance is not good for either party，and you may find yourself in hotwater．

·Do not drink alcohol at holiday/office parties．

It's important to remember that you must respect your colleagues．You do not have to like them，but you owe it to them(and yourself) to learn to work together．

Personal etiquette:

·Pay attention to your appearance and make sure you're neatly and professionally groomed^[14]when you go to work．

·Look alert at your desk and do not slouch^[15]in your seat．

·Be sure your desk is not hidden under a heap of clutter^[16]．

·Do not share your darkest secrets with your coworkers．Your place of work is a professional environment—not a social club．

·Do not share other people's darkest secrets with your coworkers．The office is no place for gossip．

·Do not use foul^[17]or potentially offensive language atwork．

·Do notwhine^[18]．

·Do not be a clock-watcher．

·Keep confidential correspondences truly confidential．

·Avoid downloading personal information on your work computer．

·Do not tweet about work or your personal life through Twitter while you're at work．I knowi promote social networking through the web，butwork is not the place to catch up with people in your network．

·YouTube videos are not appropriate to review at work—even if it is the funniest thing you've ever seen，save it for home viewing．

·If you are running late and have a client waiting，let theMknow you will be with theMshortly and offer theMa beverage^[19]．

·Send thank-you noteswithin one day to express your appreciation when necessary．

When you behave professionally on a personal level，you're showing your supervisor and coworkers that you're serious about your job—and setting yourself up for success．

Ⅲ．Notes

1．Twitter(非官方中文惯称:推特)．It is an online social networking and microblogging service that enables its users to send and read text-based posts of up to 140 characters，informally known as“tweets”．Twitter was created in March 2006 by Jack Dorsey and launched that July．Twitter rapidly gained worldwide popularity，with over 300 million users as of 2011，generating over 300 million tweets and handling over 1．6 billion search queries per day．It is sometimes described as“the SMS of the Internet．”Twitter Inc．，the company that operates the service and associated website，is based in San Francisco，with additional servers and offices in San Antonio，Boston，and New York City．

2．YouTube(视频分享网站)．YouTube is a video-sharing website，created by three former PayPal employees in February 2005，on which users can upload，view and share videos．Unregistered usersmay watch videos，and registered usersmay upload an unliMited number of videos．Videos that are considered to contain potentially offensive content are available only to registered users 18 years old and older．The company is based in San Bruno，California and uses Adobe Flash Video and HTML5 technology to display a wide variety of user-generated video content，including movie clips，TV clips，and music videos，as well as amateur content such as video blogging and shortoriginal videos．Mostof the content on YouTube has been uploaded by individuals，althoughmedia corporations including CBS，BBC，VEVO，Hulu，and other organizations offer some of their material via the site，as part of the YouTube partnership program．In November 2006，YouTube，LLC was bought by Google Inc．for US$ 1．65 billion，and noWoperates as a subsidiary of Google．

Ⅳ．Useful Expressions

1．earn sb．respect:赢得尊重

2．simply put:简单地说

3．take sb．seriously:认真对待某人

4．tally up the expenses:结算费用

5．follow through:完成

6．keep track of:记录;了解进展情况

7．chime in:插话

8．bemindful of:注意

9．restrict to:仅限于

Ⅴ．Reading Comprehension

Questions

1．What is business etiquette？

2．How do you manage the relationship with your boss？

3．What should you avoid doing in communication with your coworkers？

4．What does itmean by saying“I'll guarantee you their office has a revolving door”？

5．What is the etiquette toward the coworkers of the opposite sex？

Decide whether each of the following statements is true or false．

1．Business etiquette is a variety of rules of conduct applied to help social interactions．(　)

2．Business etiquette can be different according to different nations．　(　)

3．In China，you should always take the last iteMof food before the others do．　(　)

4．Table etiquette ismore important in Western counties．　(　)

5．Office etiquette is a set of principles you should follow to please your colleagues．(　)

6．Presenting proper business etiquette can earn the respect of your customers．　(　)

7．You should listen carefully to what the boss says to you and raise an objection．(　)

8．You ought to always be punctual atwork．　(　)

9．If you work in a cubicle，do not listen tomusic，talk loudly or eat food，because thiswill bother your coworkers．　(　)

10．You should not promote your social circle through network while you are atwork．(　)

Ⅵ．Discussion

Compare the different etiquettes between China and Western countries．

Text B

BEC Reading Texts

PART ONE

Questions 1—8

·Look at the statements below and the five extracts about business etiquette froMan article．

·Which extract(A，B，C，D or E) does each statement(1—8) refer to？

·For each statement(1—8)，make one letter(A，B，C，D or E) on your Answer Sheet．

·You will need to use some of these lettersmore than once．

1. Business etiquette is fundamentally concerned with building relationships founded upon courtesy and politeness between business personnel．

2. There aremany written and unwritten rules and guidelines for etiquette，and it certainly behooves a business person to learn them．

3. Etiquette is aboutbeing coMfortable around people andmaking theMcoMfortable around you．

4. People are a key factor in your own and your business’success．Many potentially worthwhile and profitable alliances have been lost because of an unintentional breach ofmanners．

5. Trying to understand the astonishing diversity of an ancient yet vibrant culture and yet finding rules for behaving in an effectivemanner is a daunting challenge for anyone．

6. Themost important thing to remember is to be courteous and thoughtful to the people around you．Consider other people's feelings，stick to your convictions as diplomatically as possible．

7. One area of culture that is important for the international business person is etiquette．

8. There is a lot to consider，in business etiquette but the caveat is that there is no possible way to avoid all ofMistakes．

A. Business etiquette is made up of significantly more important things than knowing which fork to use at lunch with a client．Unfortunately，in the perception of others，the devil is in the details．Peoplemay feel that if you can'tbe trusted not to embarrass yourself in business and social situations，you may lack the self-control necessary to be good atwhat you do．Etiquette is about presenting yourself with the kind of polish that shows you can be taken seriously．

B. These guidelines have some difficult-to-navigate nuances，depending on the company，the local culture，and the requirements of the situation．Possibilities to commita faux pas are limitless，and chances are，sooner or later，you'llmake a mistake．But you can minimize them，recover quickly，and avoid causing a bad impression by being generally considerate and attentive to the concerns of others，and by adhering to the basic rules of etiquette．When in doubt，stick to the basics．

C. When doing business abroad it is important to understand the local culture．Culture includes areas such as a country's norms，values，behaviors，food，architecture，fashion and art．Understanding business etiquette allows you to feel coMfortable in your dealings with foreign friends，colleagues，customers or clients．Knowing what to do and say in the right places will help build trust and open lines of communication．

D. Westerners going to India to do business find out pretty soon that India is a culture where it is absolutely impossible to just drop in to conduct business and then fly away unaffected．The pace of life，the vivacity of the teemingmasses，themêlée of sounds，the richness of colors and smells，the tenacity of the unpredictable to surface like an ubiquitous spook amidst all attempts on both sides to make business smooth and manageable-all this is India．

E. Etiquette，and especially business etiquette，is ameans ofmaxiMizing your potential by presenting yourself positively．writing a business letter is not simply amatter of expressing your ideas clearly．The way you write a letter and the etiquette you employ may have a significant impact on your success or failure in business．Failure to observe correct business letter etiquette can result in you adopting an inappropriate tone，causing offense orMisunderstandings，lack of clarity or purpose and hostility or soured relations．

PART TWO

Questions 9—14

·Read the text about the tips on business phone etiquette．

·Choose the best sentence to fill each of the gaps．

·For each gap(9—14)，mark one letter(A-H) on your Answer Sheet．

·Do not use any lettermore than once．

Business Phone Etiquette

Etiquette is in essence about proper conduct and presenting yourself favorably．Demonstrating good etiquette is important if one seeks to be successful．An area in which this is essential is the business phone call．

(9)．．．Business people that interact solely over the phone yet nevermeet still forMstrong opinions of one another．Practicing good business phone etiquette helps encourage clear lines of communication，build rapport and avoidmisunderstandings．Most of us can recollecta phone call that left us feeling frustrated or irritated．How much of this could have been attributed to poor phone etiquette？(10)．．．

All successful business interaction needs preparation．The phone call is no exception．It is important to know who you are calling，themost convenient time to do so，the reason for your call and what you can do for them．Be structured，short and sharp．If the caller is not known to the receiver，it is important that the purpose of the call and the caller's credentials are established immediately．(11)．．．

Particularize your intention behind the call．(12)．．．Expand upon information and specify the purpose of the call．Pass on information that the receiverwill understand，appreciate and find useful．Waffling and speaking generically will lose attention and generally reflect poorly on the caller．

(13)．．．When speaking to someone you do not know avoid informal speech or personal questions．Once a relationship has been built it is considered polite to enquire about weekends，children or other non-sensitive personalmatters．(14)．．．If it is imperative that sensitive discussions take place over the phone，business etiquette requires that you confirMwith the receiver whether this is appropriate．

A. Privacy and security around furtive issuesmust always be borne inmind on the phone．

B. Do not assume the receiver understandswhy you are calling theMand what you expect of them．

C. Here we explore a few simple examples of areas within business phone etiquette that should be employed when making or receiving calls．

D. You should find they can go a long way in contributing to an improved understanding of how to use the phone effectively in the businessworld．

E. A simple introduction followed by a sentence or two not only shows good phone etiquette but allows the receiver to set the forthcoming information within a context．

F. If the caller is rambling，chances are you can't tell what the point is．

G. Millions of business phone calls aremade every hour and day．

H. Good business phone etiquette demands professionalisMat all times．

PART THREE

Questions 15—20

·Read the following article on etiquette in business environment．

·For each question(15—20) mark one letter(A，B，C or D) on your Answer Sheet for the answer you choose．

To say that today's business environment is becoming increasingly more global is to state the obvious．Meetings，phone calls and conferences are held all over theworld and attendees can come froMany pointon the globe．Youmay never have to leave home to interacton an international level．

While the old adage“When in Rome，do as the Romans do”still holds true．Not to do your homework and put your best international foot forward can cost you relationships and future business．One smallmisstep such as using first names inappropriately or not observing the rules of tiMing bouquet can be costly．

Keeping in mind that there are asmany ways to do business as there are countries to do business with，here are a few tips forMinding your global P's and Q's．

Americans like to dress for fashion and coMfort，but people froMother parts of the world are generally more conservative．Your choice of business attire is a signal of your respect for the other person．Leave your trendy clothes in the closeton the days that youmeetwith your foreign guests．

It is not always a simplematter to know who the highest-ranking member iswhen you are dealing with a group．To avoid embarrassment，err on the side of age andmasculine gender，only if you are unable to discover the protocolwith research．If you are interacting with the Japanese，it is important to understand that they make decisions by consensus，starting with the younger members of the group．

with a few exceptions，business people around the world use the handshake for greeting．The American style handshakewith a firMgrip，two quick pumps，eye contact and a sMile is not universal．Variations in handshakes are based on cultural differences．The Japanese give a light handshake．Germans offer a firMshakewith one pump．Middle Eastern peoplewill continue shaking your hand throughout the greeting．Don't be surprised if you are occasionally met with a kiss，a hug，or a bow somewhere along the way．

Not everyone in the world is as time-conscious as Americans．Don't take it personally if someone froMamore relaxed culture keeps you waiting or spendsmore of that commodity than you normally would in meetings or overmeals．Stick to the rules of punctuality，but be understanding when your contact froManother country seems unconcerned．

Whether the world comes to you or you go out to it，the greatest compliment you can pay your international clients is to learn about their customs．Understand differences in behavior and honor theMwith your actions．Don't take offensewhen visitors behave according to their norms．People froMother cultureswill appreciate your efforts to accommodate theMand you will find yourself building your international clientele．

15. What does the authormean by using the old adage“When in Rome，do as the Romans do”means？

A. Different countries have different cultures and customs．

B. You should do what is done by Romanswhen you in Rome．

C. Business clientswho are visiting this country should be with an awareness of their unique culture．

D. You can not use the etiquette of your own country to treat your business clients．

16. What do you understand by the slang“P's and Q's”？

A. Itmeans there are asmany ways to do business as there are countries to do business with．

B. It refers to someone's behaviors．

C. It represents your attire in a business environment．

D. It signifies your respect to your business clients．

17. To do businesswith Japanese，you should not stick to the principle of

A. learning about their customs before you meet．

B. giving a light handshake．

C. wearing casual clothing to show your honor．

D. starting the negotiation with the youngermembers of the group．

18. Which is not one of the appropriate behaviors in a business with an American？

A. Stick to the rules of punctuality．

B. Dress your trendy cloths and being fashionable．

C. Offer a firMgrip，two quick pumps，eye contact and a smile．

D. Give hiMa hug or a kisswhen meet hiMfor the first time．

19. What do we learn about froMthe last paragraph？

A. It is the greatest compliment that you can learn about your clients'country and their customs．

B. Don't take offense when visitors behave according to their norms．

C. Understand the difference of your clients and show your respectwith actions．

D. Clients froMother cultureswill appreciate your efforts to accommodate them．

20. Which is the best title of text？

A. Tips on business etiquette

B. Global business，global etiquette

C. Seek common pointswhile reserving difference

D. Different culture，different etiquette

PART FOUR

Questions 21—30

·Read the article below about the need of business golf etiquette．

·Choose the correctword to fill each gap froMa，B，C or D．

·For each question(21—30)，mark one letter(A，B，C or D) on your Answer Sheet．

The Need of Business Golf Etiquette

Building and maintaining solid business relationships is the key to success，buthow can you (21)．．．escape the tense office environment and spend dedicated time getting to know a customer，client or boss on a personal level？

Business Golf，once the domain of the executive elite is now(22)．．．for anyonewishing to create and strengthen business relationships in a relaxed atmosphere．In fact，according to a 2002 COMPAS Leader Poll，“business leaders use golf as an important tool in doing business and say that it is extremely(23)．．．; for each dollar they spend on golf they earn over$ 1500 in business revenue as a result．(24)．．．，only restaurants surpass the golf course as an effective place to conduct business outside of the office．”

The strong demand for golf has resulted in several new(25)．．．being opened every year thereby reducing membership costs．Corporate and charity tournaments also represent a tremendous networking opportunity where organizational hierarchy may be temporarily eliminated and a common(26)．．．created for building(27)．．．

An important benefit of golf is that it provides a unique windowinto the personality，values and conductof others．This could prove to be very useful in future business dealings as one's behavior on the course is a(28)．．．of their business character and ethics．For example，a golfing partner who cheats on every(29)．．．mightbe someone to be carefulwith whenmaking deals．It must be realized，however that this windowismade of two way glass．Take advantage of this opportunity to project a positive image of yourself by(30)．．．proper Business Golf Etiquette．

21. A. rightfully　　B. legitimately　　C. reasonably　　　D. rationally

22. A. acceptant　　 B. accessible　　　C. recipient　　　 D. susceptive

23. A. economical　　B. valid　　　　　 C. remunerative　　D. efficient

24. A. However　　　 B. Further　　　　 C. Nevertheless　　D. Whereas

25. A. courses　　　 B. ways　　　　　　C. items　　　　　 D. means

26. A. goal　　　　　B. interest　　　　C. destination　　 D. ground

27. A. relations　　 B. cooperation　　 C. rapport　　　　 D. affinity

28. A. presentation　B. response　　　　C. reflection　　　D. report

29. A. game　　　　　B. business　　　　C. negotiation　　 D. hole

30. A. demonstrating B. proving　　　　 C. conveying　　　 D. manifesting

PART FIVE

Questions 31—40

·Read the article below about businessmeal etiquette．

·For each question 31—40，write one word in CAPITAL LETTERS on your Answer Sheet．

Business Meal Etiquette:the Soup Course

Many(31)．．．businessmeal startswith a soup course．(32)．．．you have already begun by munching on the bread，this is your first opportunity to demonstrate your table manners to impress or unimpress-your dining companions．

Choosing the right spoon is step number one．If the table has been preset，your soup spoon will be the large round or oval one to the far(33)．．．of your place setting．If the table has not been fully set，the server will bring your spoon with the soup．I recently found myself on a hunt formy soup spoon(34)．．．the waiter had brought the bow l．There was no soup spoon to the right of the place setting and it didn't seeMto be anywhere else close(35)．．．Just before confessing that Iwaswithout a spoon，Ispotted a handle sticking out froMunder the oversized soup bow l．So check the plate first(36)．．．you give up．

with soup spoon in(37)．．．，spoon the soup away froMyou towards the opposite side of the bow l．If a bit of the liquid should fall froMthe spoon this will ensure that it will drop into the bow l and not on the front of your nice business attire．Sip your soup quietly froMthe side of the spoon．Slurping is never acceptable．

No matter(38)．．．hot the soup，at no point should you bloWon it to cool it off．Youmay lift a spoonful slightly level with the bow l and hold it for a(39)．．．secondswhile it cools off．Be patient and grateful that your soup is(40)．．．

PART SIX

Questions 41—52

·Read the text below froMa report about business email etiquette．

·In most lines(41—52)，there is one extra word．It either is grammatically incorrect or does not fit in with the sense of the text．Some lines，however，are correct．

·If a line is correct，write CORRECT on your Answer Sheet．

·If there is an extra word in the line，write the extra word in CAPITAL LETTERS on your Answer Sheet．

Business Email Etiquette

Business email etiquette is of utmost importance when it comes to the activity of conveying

41. information ormaking formal requests．A single email can make a way for your successful future

42. endeavors or rule out of the scope of any businesswith the recipient．Though emailing can be

43. done even by a 3 year old，being exhibiting proper business email etiquette can be just a tad

44. difficult．Still the whole ballyhoo over email etiquette is uncalled for necessary．The first

45. commandment of business email etiquette is never to make spelling and grammatical mistakes．

46. Include all the details in the email so that you do not have to reply to queries by again and again．

47. Make sure that the tone of the email is proper and is actually what you wanted to．To find out that

48. tone of the email is appropriate，you can read the email aloud．Business letters and likewise，

49. business emails are supposed to be formal and devoid of any other errors．But unlike business

50. letters，business emails have a scope of being written light and crisp and can express pleasant

51. disposition of yours．write correct names and addresses because the client or customer wouldn't

52. appreciate anything else less than that．If you are sending an attached file of considerable size，then ensure that your emailwould actually reach the desired destination without bouncing．

【注释】

[1]glutton:贪吃鬼

[2]compliment:赞美

[3]unattended:没人照料的

[4]tip of the iceberg:冰山一角

[5]a revolving door:旋转门

[6]tally up:结算

[7]cubicle:小隔间

[8]aroma:浓香

[9]jump in:插队，先做

[10]courteous:有礼貌的

[11]chime in:插话

[12]speakerphone:免提

[13]in a timelymanner:及时地

[14]groom:打扮

[15]slouch:懒散地坐着

[16]clutter:杂乱

[17]foul language:粗言秽语

[18]whine:抱怨，发牢骚

[19]beverage:饮料