销售和服务。这一模块着重介绍的是如何成为一名成功的推销员的技巧，如何解决与客户之间的纠纷，经济全球化的趋势以及不同文化对公司和员工产生的影响等。从语言上讲，学生可以学习到如何对某一产品或服务进行口头或书面的抱怨，如何向客户礼貌地道歉以及安慰他们，如何表达相似性或差异性，以及了解到英国英语和美国英语的差异等。
Unit 1 Selling
Session 1 What is selling?
instalment: one of a number of successive payments in settlement of a debt分期付款
Session 2 Presenting the product
versatile: having varied uses or serving many functions万用的
Session 3 Sales negotiations
win-win: of or being a situation in which the outcome benefits each of two often opposing groups双赢
Unit 2 Caring for customers
Session 4 Complaints – a positive approach lousy: terrible非常糟糕的
Session 5 Customer care in practice Session 6 Follow up and after sales
Unit 3 The wider world
Session 7 Globalisation and its impact on the business world
to play off: to bring people into conflict or competition of one's own advantage挑拨离间 millennium: a span of one thousand years千年
Session 8 Management and business styles in different countries Session 9 Personal experience of doing business abroad What are the most frequent symptoms of culture shock?
The most frequent symptoms of culture shock are feelings of isolation, anxiety, worry, a drop in performance at work and helplessness.
Listening Test
11月7月 Part 1 (10-11二): P277 Extract 8 11月1月 Part 1 (10-11一): P284 Extract 21 06月7月 Part 1 (05-06二): P284 Extract 22
Reading
06年7月 Passage 1 (05-06二) : P205 Activity 3
Vocabulary and Structure 11年7月II (10-11二) 11年1月 II (10-11一) 06年1月 III (05-06一)
学习完这个模块，我们应该能回答下面这些问题： Module 8 Selling the Product
1. What is selling? Different aspects of selling a product or service? 2. How do you find your customer?
3. How do you know what your customer needs?
4. What are the personal qualities and skills that a salesperson needs? 5. How do you present your product to your (potential) customer?
6. What is the process of sales negotiation? What language skills (or any other skills) are needed? 7. How do you take customer's complaint? Are complainers the best friends of a company? If so, why do we say so?
8. Does globalization have some impact on your business? Have it brought some benefits? 9. How do you deal with the different management and business styles in different cultures? 10. Any advice for Chinese business people in terms of doing business with people from other countries?
Reading materials
10 Quick Creativity Hacks
1. Color Me Blue
A 2009 study found that subjects solved twice as many insight puzzles when surrounded by the color blue, since it leads to more relaxed and associative thinking. Red, on other hand, makes people more alert and aware, so it is a better backdrop for solving analytic problems.
2. Get Groggy
According to a study published last month, people at their least alert time of day─think of a night person early in the morning─performed far better on various creative puzzles, sometimes improving their success rate by 50%. Grogginess has creative perks.
3. Daydream Away
Research led by Jonathan Schooler at the University of California, Santa Barbara, has found that people who daydream more score higher on various tests of creativity.
4. Think Like A Child
When subjects are told to imagine themselves as 7-year-olds, they score significantly higher on tests of divergent thinking, such as trying to invent alternative uses for an old car tire.
5. Laugh It Up
When people are exposed to a short video of stand-up comedy, they solve about 20% more insight puzzles.
6. Imagine That You Are Far Away
Research conducted at Indiana University found that people were much better at solving insight puzzles when they were told that the puzzles came from Greece or California, and not from a local lab.
7. Keep It Generic
One way to increase problem-solving ability is to change the verbs used to describe the problem. When the verbs are extremely specific, people think in narrow terms. In contrast, the use of more generic verbs─say, 'moving' instead of 'driving'─can lead to dramatic increases in the number of problems solved.
8. Work Outside the Box
According to new study, volunteers performed significantly better on a standard test of creativity when they were seated outside a 5-foot-square workspace, perhaps because they internalized the metaphor of thinking outside the box. The lesson? Your cubicle is holding you back.
9. See the World
According to research led by Adam Galinsky, students who have lived abroad were much more likely to solve a classic insight puzzle. Their experience of another culture endowed them with a valuable open-mindedness. This effect also applies to professionals: Fashion-house directors who have lived in many countries produce clothing that their peers rate as far more creative.
10. Move to a Metropolis
Physicists at the Santa Fe Institute have found that moving from a small city to one that is twice as large leads inventors to produce, on average, about 15% more patents.
迅速提升创造力的10大要诀
1.
把房间布置成蓝色2009年的一项研究发现，当受试者周围的环境为蓝色时，他们解决的脑筋急转弯问题数量会增加一倍，因为蓝色会让人更放松，能促进人的联想思维。而红色则会使人的思维更活跃、更清醒，因此是更适合解决分析性问题的环境。
2. 不必太清醒
上个月发表的一项研究显示，在一天中思维最不活跃的时间里（设想一个夜猫子型的人在清晨的状态），人们在各种脑筋急转弯测试中的成绩会大幅提高，成功率有时能提高50%。迷迷糊糊的状态有助于提高创造力。
3. 做做白日梦
Serge Bloch
做做白日梦
加州大学圣巴巴拉分校(University of California, Santa Barbara)的乔纳森·斯库勒(Jonathan Schooler)领导的一项研究发现，爱做白日梦的人在各种创造力测试中得分更高。
4. 像孩子一样思考
当研究人员让受试者把自己想象成七岁的孩子时，他们在发散性思维测试（比如设想旧车轮胎的其他用途）中的得分会显著提高。
5. 开怀笑一笑
人们在观看一小段独角喜剧视频后，他们解决脑筋急转弯问题的数量会增加约20%。
6. 想象自己生活在别处
印第安纳大学(Indiana University)的研究发现，如果告诉受试者他们要解答的脑筋急转弯问题来自希腊或加州，而不是来自当地的实验室，他们的成绩就会好得多。
7. 使用含义更宽泛的词
提高问题解决能力的一种方式是替换提问的动词。当动词的含义极为具体时，会将人们的思维限制在狭窄的范围之内。反之，使用含义更宽泛的动词──比方说，用“行进”代替“驾车”──会显著提高解决问题的数量。
8. 走出工作间
一项新的研究显示，当志愿者坐在五平方英尺的工作间之外做一项创造力标准测试时，成绩会显著提高，也许是因为人们的思维因此而得以“打破了条条框框”。教训是什么？小隔间拖了你的后腿。
9. 放眼世界
亚当·加林斯基(Adam Galinsky)主持的一项研究显示，有海外生活经历的学生能够更好地解决脑筋急转弯问题。在另一种文化中的生活经历赋予他们宝贵的开放性思维。这种效应也适用于专业人士：在许多国家生活过的时装设计师所设计的服装在同行中看来更具创意。
10. 搬到大城市
圣菲研究所(Santa Fe Institute)的物理学家们发现，从一个小城市搬到规模大一倍的城市会让发明家的专利数量平均增加15%左右。
Travel Priorities: Light Bags, In-Flight Privacy
Road Warrior provides travel tips from those who know best: busy executives and other globetrotters.
Designer Michael Young has developed concepts for everything from bicycles to iPhone speakers to Lacoste polo shirts, and his work is included in the collections at the Louvre and Centre Pompidou in Paris.
The 45-year-old, who founded his studio in London, today splits his time between Hong Kong and his family home in Sydney, while traveling throughout Asia and Europe developing new projects such as one of his latest designs, a lightweight suitcase with 35-liter capacity.
Mr. Young shared his thoughts on Shanghai hotels, Cathay Pacific's color scheme and the importance of 'privacy without claustrophobia.'
How often are you up in the air? Since becoming a father I have been traveling a lot less. Nowadays I usually do a quick long-haul once a month and another local flight. My son had been to Australia, Tokyo, Shanghai and Hong Kong by the time he was 6 months old.
Where do you go the most? These days I am heading to Shanghai a lot. I am also in Milan and Sydney a good bit. In Sydney I have a hideaway beach hut that I use when I need to escape.
What frequent-flier plans do you use? [Cathay Pacific's] Marco Polo, of course; it is essential if you are based in Hong Kong.
What's your favorite airport? Hong Kong, because it works really well. It is great that you can get a buggy from the lounge to the gate easily. I love the buggy rides, and I always meet characters on them. Also, if you have a Hong Kong resident's card, you are through the gate in seconds and into the city with no traffic in 30 minutes. I don't know any large city like that. If I had to pick a worst I would say I hate London airports. I detest landing from Asia to be greeted by miserable ground staff.
What is the best hotel in the region? In Shanghai I settle for the PuLi Hotel and Spa most of the time, since it's part of Luxury Hotels of the World, and I've been using them for years.
Is there a hotel that you believe incorporates superior design? I stayed in the main suite at the Waterhouse Hotel at the South Bund, Shanghai, with my family. The only problem is that the air-con units are on the outside wall, so the room vibrates when they are on, and the service is like 'Fawlty Towers.'
What's your favorite airport-to-city journey? Sydney to Palm Beach, because once you get to Avalon, you are in your own zone. There is this feeling of, 'It's all over, and it's all going to be all right.'
Who is your preferred carrier? Cathay Pacific. I guess it's just a solid airline. There are no surprises, and the staff are peaceful and nice. The cabins' colors are terrible, though, and so is the majority of the design, but it's better than most.
Best airline food? Cathay Pacific First Class. I just traveled to Milan first class, and they have great caviar with salmon. I don't normally eat the stuff, but up in the air it is fun. I actually don't eat food on planes as a rule, even in business class. I always try to eat prior to flying.
If you were to design an airline seat, what would you change? For me, privacy without claustrophobia is paramount. Also, I would love to be able to put a 'Do Not Disturb' sign up to stop attendants bothering me.
How do you beat jet lag? I don't. I'm not big into sleeping tablets, so I tend to look like a lizard in Milan most of the time. A few glasses of red wine can help with a power nap, but it's a gamble.
What's your advice on scoring an upgrade? I always travel business, so it could definitely be worse, but if I had to say one thing it would be don't order special food, because that really screws your chances up. Otherwise, travel on your birthday or arrive with a walking stick.
Do you have any essential travel gadgets? These days I carry an iPhone and a Macbook Air so I can get online most of the time. I always carry a music magazine for the flight, but generally I don't like gadgets. I don't need them, and I don't like to carry extra stuff. Generally I just need my brain to keep me entertained.
Any packing tips? Do it the day before you leave, or you will end up in Milan with no socks or a warm jacket.
What are the most important things to remember when picking luggage? Don't waste weight on looks. A case should always be light.
What were your main concerns when you were designing your suitcase? Weight and organization. I wanted to make it easy to get at all your bits and have places to organize them all. I designed the pockets in all the right places, put pegs on the underside of the case so it does not drop out of the overhead compartment, and kept it light. Super-light.
Do you have any interest in designing airplanes? Of course I do! We design a lot of cabin equipment at my studio at the moment, so I hope it evolves to bigger projects, but I would love to design a private jet or first class on Cathay Pacific or Singapore Airlines. I've got the miles, after all.
Michael Young Studio
设计师迈克尔•杨（Michael Young）
英国设计师的商旅心得
我
们的“商旅达人”（Road Warrior）系列文章为大家提供各种出行建议。这些建议来自这一领域的专家：常年在旅途中奔波的公司高管和频繁往来于全球各地的人士。
从自行车到iPhone扬声器，到鳄鱼（Lacoste）polo衫，设计师迈克尔•杨（Michael Young）为各种各样的东西打造过概念，他的作品已被纳入巴黎卢浮宫（Louvre）和蓬皮杜中心（Centre Pompidou）。
迈克尔现年45岁，安家在悉尼，在伦敦创立了自己的工作室，如今他在香港和悉尼之间来回奔波，同时在亚洲和欧洲到处跑，开发新项目，比如他最新的一个设计：一只35升容量的轻巧手提箱。
迈克尔分享了他对上海酒店和国泰航空（Cathay Pacific）配色方案的看法，并解释了“不会造成幽闭恐惧感的私密性”的重要性。
你大概多久乘坐一次飞机？从成为父亲开始，我出行的次数就少得多了。现在，我通常每月会有一次长途飞行，外加一次本地航班出行。我儿子在六个月大时已经去过澳大利亚、东京、上海和香港。
你去得最勤的地方是哪里？最近我经常去上海。去米兰和悉尼也比较多。在悉尼我有一处僻静的海滩小屋，在需要出去散心时就会去那里。
你使用哪些常旅客计划？当然是国泰航空的马可孛罗会（Marco Polo）；如果你长期在香港的话它就是必不可少的。
最喜欢哪个机场？香港，因为这里的设施真的很好。你可以很容易地搭乘电瓶车从休息室到登机口，这很棒。我喜欢坐电瓶车，能遇见很多名人。还有，如果你有香港居民身份证，几秒钟就能通过登机口，不堵车的话30分钟内就能到市区。据我所知没有哪个大城市是这样的。如果要我选一个最差的，我会说我讨厌伦敦机场。我讨厌从亚洲飞过去迎接我的是糟糕的地勤人员。
亚洲最佳酒店是哪里？在上海我大都住在璞丽酒店（PuLi Hotel and Spa），因为它是世界豪华酒店联盟（Luxury Hotels of the World）的成员，多年来我一直都在用他们的服务。
你认为有没有哪家酒店融入了出众的设计？我和家人住过的上海水舍酒店（Waterhouse Hotel at the South Bund）的大套房。唯一的问题是空调主机装在了外 ，所以空调开着时房间会感觉到震，服务也像是《弗尔蒂旅馆》（Fawlty Towers）里演的那样。
最喜欢的从机场到市区的旅程？悉尼机场到棕榈滩，因为一旦到了阿瓦隆，你就到了自己的地盘。有一种“都结束了，一切都会好的”的感觉。
你最喜欢的航空公司？国泰航空。我觉得它就是一家牢靠的航空公司。没有惊喜，员工也很平和、友善。不过机舱的颜色很糟糕，机舱大部分设计也很差，但比大多数航空公司都好。
最佳的机上餐食？国泰航空头等舱。我刚乘坐头等舱去过米兰，他们有很棒的鱼子酱鲑鱼。一般我不吃这东西，但在飞机上是种调剂。其实我通常不在飞机上吃东西，甚至在商务舱也不吃。我总是尽量在起飞前吃好饭。
如果要你设计一个航空座椅，你会怎么改？对我来说，不会造成幽闭恐惧感的私密性是最重要的。还有，我希望能放个“请勿打扰”的标志，让乘务员不要打扰我。
你如何战胜时差？我不倒时差。我不喜欢吃安眠药，所以在米兰的大多数时间，我看起来会很像只蜥蜴。几杯红酒能帮我打个小盹，但得碰运气。
对获得升舱机会有什么建议？我总是坐商务舱，所以很难升舱，但如果非得说个建议的话，那就是不要点特殊餐食，因为那样基本上就没戏了。要么就生日那天或拄上一根拐杖，那应该会有机会的。
你有没有出行时必不可少的电子设备？最近我带着iPhone和Macbook Air，这样大部分时间就可以上网了。我总是带着一本音乐杂志乘机，但一般来说我不喜欢电子设备。我不需要它们，我也不喜欢带过多的东西。通常我只需要我的大脑给自己娱乐。
收拾行李有什么诀窍？出发前一天收拾行李，否则你在米兰的时候就没有袜子或暖和的外套穿了。
选行李箱时应牢记什么要诀？别为了外观而忽视重量，箱子应该越轻越好。
在设计你的手提箱时，你考虑的主要因素是什么？重量和构造。我想让人很容易就能找到各种小物件，并且有足够的空间放置它们。我把口袋都设计在了合适的位置，在箱子底部装了挂钩，从而避免箱子从头顶的行李架上滑落，同时还要让箱子重量较轻，超级轻巧。
你有没有兴趣设计飞机？当然有兴趣！目前我们在我的工作室设计了很多机舱设备，所以我希望以后能有更大的项目，但我希望能设计私人飞机或者国泰航空或新加坡航空（Singapore Airlines）的头等舱。毕竟我手头积攒有它们的里程。
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