高教版（2021）基础模块3Unit 4 Customer Service说课课件ppt

这是一份高教版（2021）基础模块3Unit 4 Customer Service说课课件ppt，共30页。PPT课件主要包含了Part 1，Warming Up，Part 2，China，Part 3，Group Work，delivery，Part 4，Homework等内容，欢迎下载使用。

1. Warming Up
3. Grup Wrk
2. Culture Understanding
01 Warming Up
What d I d nw?
When is he ging t take my card?
He seems a bit unfriendly?
Wha! Persnal space invasin!
I am next, what shuld I d?
Culture Understanding
02 Culture Understanding
Ding Business Arund the Wrld
T cnduct business arund the wrld, yu need t knw the business cultures in different cuntries. Here are sme fr yur reference.
In China, yu are expected t be well prepared fr business meetings. Fr example, yu are expected t make sure t have enugh cpies f yur prpsal ready fr handing ut. Small talk is cnsidered particularly imprtant at the beginning f a meeting. Last but nt the least, be n time fr yur business activities. Being late is an ffence (冒犯) in the Chinese business culture.
When ding business in Turkey, yu shuld have enugh patience. Turkish business peple d nt like pressure and deadlines. Any attempt t hurry the prcess f negtiatin (谈判) may end the prcess. Decisin making in Turkey can be slw. Be prepared t meet several times befre the actual bargaining (交易) r negtiatin stage.
Other cuntries
In France, yu are expected t act in a reserved manner at business meetings and avid sharing persnal infrmatin t shw yur friendliness. German business peple greatly value appintments, and simply drpping by r calling t discuss a business matter is regarded as rude.
Filipins place a high value n trust and believe that gd things cme t thse wh practice patience. If yu’re scheduling a meeting in the Philippines, it’s cmmn t make arrangements as far as a mnth ahead f time.
Read the passage and cmplete the table belw.
be well prepared fr business meetings; be n time fr business activities
have enugh patience
act in a reserved manner; avid sharing persnal infrmatin
greatly value appintments
place a high value n trust; make arrangements ahead f time
Read the passage and answer the fllwing questins.
Wh d nt like deadlines in business?Chinese. Spanish. Turks. Filipins.
In which cuntries shuld we take care nt t share persnal infrmatin?Chinese. Turkey. Germany. France.
Language Pint Analysis
cnduct vt.经营；从事e.g: We seek t cnduct business in an ethical manner.
reference n.参照；参考e.g: What references did yu use fr this research?
business meeting 商务会e.g: The team had a business meeting t discuss the prject’s prgress.
hand ut 分发e.g: The teacher asked her t hand ut the wrksheets.
ffence n.冒犯；得罪e.g: He cmmitted several serius ffences.
When ding business in Turkey, yu shuld have enugh patience. Turkish business peple d nt like pressure and deadlines.
Turkey n.土耳其 Turkish adj.土耳其的e.g: She enrlled in a Turkish language curse t immerse herself in the rich cultural heritage f Turkey.
deadline n.最后期限；截止日期e.g: The deadline fr filing incme taxes is April 15th.
Any attempt t hurry the prcess f negtiatin (谈判) may end the prcess. Decisin making in Turkey can be slw. Be prepared t meet several times befre the actual bargaining(交易) r negtiatin stage.
negtiatin n.谈判；协商e.g: The agreement was reached after a series f difficult negtiatins.
bargain v.谈判；讲条件e.g: Unins bargain with emplyers fr better rates f pay each year.
German business peple greatly value appintments, and simply drpping by r calling t discuss a business matter is regarded as rude. Filipins place a high value n trust and believe that gd things cme t thse wh practice patience.
drp by 顺便来访e.g: I drpped by her ffice this afternn t pick up the tickets.
Filipin adj.菲律宾的 n.菲律宾人e.g: My friend is Filipin. She cked a delicius Filipin dish.
place a high value n... 对... 给予高度重视e.g: Parents place a high value n the grwth and educatin f their children.
03 Grup Wrk
Wrk in grups. Read the fllwing cmplaints and write dwn the key cntent.
小组活动，阅读下列投诉信，记录主要内容。
delayed delivery
price changed frm 128 yuan t 98 yuan
fill the price difference
the screen f the mbile phne was brken
have the phne exchanged
Wrk in grups. Analyze the prblems and give pssible slutins.
小组讨论，每组选择一个投诉案例进行分析，然后汇总给出解决建议。
Prblems: ______________________________Request f the custmer: ________________Causes: ______________________________Suggested slutins: ____________________
pay fr the lss
price changed frm 128 yuan t 98 yuan
way f prmtin
the screen f the mbile phne was brken
vilent delivery
send them a new ne and give them a discunt fr future rders
Finish yur reprt and share in class.
小组完成报告，并在班级内分享。
Dear Manager,We’ve read thrugh the cmplaints. We think the main prblem is ur ________________________. S we are respnsible fr it. _______ the custmers cmplained abut _________________ and damage caused t the gds during the curse f _______, we think we shuld ________________, fr example, __________________________________________________. As fr the price difference, we think we shuld ____fr the custmers. These are ur suggestins. Lking frward t yur reply.Yurs sincerely, .　
delivery and act f prmtin
the delayed delivery
pay fr their lss
send them new nes r
give them a discunt fr future rders
Finish and perfect the cmplaint case analysis reprt.Design a hand-cpied newspaper abut etiquette and cultural similarities and differences between Chinese and western business.