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课件网) 基础模块3 Unit 4 Customer Service 高等教育-出卷网- CUSTOMEERSERVICE Culture Understanding &Group Work Learning objectives To learn some business etiquette and culture in different countries. To be able to write a complaint case analysis report. To feel the great business etiquette and culture in China. Knowledge objectives Ability objectives Emotional objectives CUSTOMERSERVICE CONTENTS 目录 01 Warming up 03 Group Work 02 Culture Understanding 04 Homework Warming up 01 PART Unit 4 Customer Service Warming up America：polite; punctual; elegant; don’t get too close... Germany：strict; punctual; efficient; formal; don't cross talk or whisper ... Britain： pay attention to clothes; polite; keep one’s words; don’t smoke... What is the business etiquette in different countries Culture Understanding 02 PART Unit 4 Customer Service Cultural Understanding. To conduct business around the world, you need to know the business cultures in different countries. Here are some for your reference. In China, you are expected to be well prepared for business meetings. For example, you are expected to make sure to have enough copies of your proposal ready for handing out. Small talk is considered particularly important at the beginning of a meeting. Last but not the least, be on time for your business activities. Being late is an offence（冒犯） in the Chinese business culture. Doing Business Around the World China Cultural Understanding. When doing business in Turkey, you should have enough patience. Turkish business people do not like pressure and deadlines. Any attempt to hurry the process of negotiation（谈判） may end the process.Decision making in Turkey can be slow. Be prepared to meet several times before the actual bargaining（交易） or negotiation stage. In France, you are expected to act in a reserved manner at business meetings and avoid sharing personal information to show your friendliness. German business people greatly value appointments, and simply dropping by or calling to discuss a business matter is regarded as rude. Filipinos place a high value on trust and believe that good things come to those who practice patience. If you’re scheduling a meeting in the Philippines, it’s common to make arrangements as far as a month ahead of time. Other countries 1.Read and fill the table below: Country Business Etiquette China Turkey France Germany the Philippines be well prepared for business meetings; be on time for business activities have enough patience act in a reserved manner; avoid sharing personal information greatly value appointments place a high value on trust; make arrangements ahead of time 2.Read the passage and answer the following questions. Who do not like deadlines in business A. Chinese. B. Spanish. C. Turks. D. Filipinos. 2) In which countries should we take care not to share personal information A. Chinese. B. Turkey. C. Germany. D. France. 3.Language point analysis: To ... ...
