商務(wù)英語(yǔ)口語(yǔ)模擬實(shí)訓(xùn)教程課件 Part One

商務(wù)英語(yǔ)口語(yǔ)模擬實(shí)訓(xùn)教程UnitFourClaimandArbitration/cweb/index.aspUnitFour1234PartOneComplaintsPartTwoInvestigationandCompensationPartThreeClaimsPartFourArbitration/cweb/index.aspUnitFourPartOneComplaintsWarmingUp(1)Doyoumeettheseproblems?(2)AsituationStudentAisacustomerwhoinvitedsomeofhisorherfriendstohavedinnerinarestaurantatweekend.Buttheyhadbeenwaitingfornearlyanhourbeforethefoodwasserved.Thewinewasstaleandthesteakwastoohardtoeat.NowStudentAismakingacomplainttoStudentB,theheadwaiter.Questions:(1)WhyisStudentAmakingacomplainttoStudentB?(2)Whatdoweoftencomplainaboutthegoodsorservice?/cweb/index.aspInferiorPackingInferiorqualityBeingComplainedReviewing1.Reviewthekeywordsorphrasesconcerningthecomplaints.(1)surveyreport(2)enjoyhighprestige(3)handleone’scomplaints(4)inspectioncertificate(5)beresponsiblefor(6)haveacomplaint(7)inconformitywith(8)complaintosb.aboutsth.(9)happento(10)askfortrouble(11)takedeliveryofgoods(12)makeanevaluationon(13)turnouttoone’sexpectation(14)totheletter(15)consultwith/cweb/index.aspUnitFourPartOneComplaintsReviewing(1)調(diào)查報(bào)告(2)享有很高的聲譽(yù)(3)處理投訴(4)檢查證明(5)對(duì)……負(fù)責(zé)(6)投訴(7)與……一致(8)向……投訴(9)碰巧(10)自找麻煩(11)提貨(12)評(píng)估(13)出乎意料(14)不折不扣(15)協(xié)商/cweb/index.aspUnitFourPartOneComplaints1.Reviewthekeywordsorphrasesconcerningthecomplaints.Reviewing(1)Iregretverymuchwecan’tbearyoutofileaclaimonus.(2)Wefeelthatthepercentageofthegoodsofinferiorqualityistoohigh.(3)Itwasfound,muchtoourastonishment,thatnearly30%oftheelectroniccomponentswerewaterstained.(4)Youshouldmakeamendsforthelossesbyreplacingallthedetectiveproducts,andpayingforthebusinesswehavelost.(5)Aftertheinspectionofthegoodsarrived,wefoundashortageof50MT.(6)Thisconsignmentismuchinferiorinqualitytooursamples.(7)Wearenowlodgingaclaimagainstyoufortheshortweightoffertilizer.(8)Thesurveyhasrevealedthatthedamagetothegoodsisattributabletoroughhandling.(9)Weholdtheresponsibilityforthelossandinconveniencecausedbythiserror.(10)Willyoupleasetelluswhatsettlementwouldbemostacceptabletoyou?/cweb/index.asp2.Reviewthepracticalsentencesconcerningthecomplaints.UnitFourPartOneComplaintsReviewing(1)很遺憾我們不能接受對(duì)我們提出的索賠。(2)我們認(rèn)為劣質(zhì)的貨物比例太高。(3)讓我們驚奇的是發(fā)現(xiàn)30%的電器都浸水了。

(4)貴方應(yīng)通過(guò)調(diào)換這些有問(wèn)題的產(chǎn)品來(lái)彌補(bǔ)我們的損失，并賠償我們的損失。

(5)檢查抵達(dá)的貨物后發(fā)現(xiàn)短重50公噸。

(6)這批貨物的質(zhì)量大大低于我們的樣品。

(7)我們現(xiàn)正在為化肥短重向你提出索賠。

(8)調(diào)查報(bào)告表明貨物的損壞是由于粗魯?shù)陌徇\(yùn)所致。

(9)我們對(duì)這次失誤給你帶來(lái)的損失和不便負(fù)責(zé)。(10)請(qǐng)你告訴我們?cè)鯓犹幚砟惴娇梢越邮堋?cweb/index.asp2.ReviewthepracticalsentencesconcerningtheopeningofL/C.UnitFourPartOneComplaintsModelDialoguesDialogueOneA:Hello,Mr.B,thegoodswehavereceivedarenotwhatweordered.Herearetheoriginalordercopyandsurveyreport.B:Youareright.Thewrongarticlewasdispatched.Thisisthemistakeofthepackingdepartment.A:Whatareyougoingtodoaboutthis?B:We’llsendyoucorrectgoodssoon,andtakethemisplacedgoodsback.Butitispreferableifyoucandisposeoftheminyourmarket.A:Thiserrorismakingmuchtroubletous.Ouruserswantthegoodstheyorderedfromus.Youmustcompensateusfortheloss.B:We’llcertainlyconsideryourclaimifthereissufficientevidence./cweb/index.aspUnitFourPartOneComplaintsModelDialoguesDialogueTwoA:Nicetomeetyou,Mr.White.B:Mr.Brown,gladtoseeyou,too.A:Mr.White,ournegotiationshavebeengoingonverywell,buttodayI’dliketotalkwithyouaboutsomethingthatisgettingtobeaproblem.B:Whatisit?A:It’saboutthedamagecausedbyinadequatepacking.Ihavejustreceivedatelegramfrommyhomeoffice.ItissaidthatthegoodsshippedinFebruarybyS.S.“EastWind”underOrderNo.2038hasarrivedinSanFrancisco.But,toourgreatsurprise,theyarenotinpropercondition.B:Really?Whatistheresult?A:Quiteanumberofcartonswerebadlydamaged.Manyofthemen’sshirtswerewater-stainedandsomeofthemwereseverelysoiled.B:Wherearethegoodsnow?A:Thegoodshavebeenunloadedintothecarrier’shouse.Astheyareinsuchadamagecondition,wedoubtwhetherwewillbeabletotakedelivery.Forthisreason,myheadofficecabledmeyesterdaytoletmegetintouchwithyou./cweb/index.aspUnitFourPartOneComplaintsModelDialoguesDialogueThree(Mr.Simon,amerchantfromNewYork,iscomplainingtoMr.Maabouttheshortageoftheweightofthegoods.)A:Mr.Ma,I’mafraidIhaveacomplaint.B:Really?I’msorrytohearthat.Butwouldyoupleasetellmewhat’sthematter?A:Iregrettotellyouthatthegoodsyousenttousarenotinconformitywiththespecificationsofthecontract.B:Canyouexplainitindetail?A:Assoonastheconsignmentarrivedatourport,wehaditinspected.Toourdisappointment,therewasadifferenceof20tonsbetweentheactuallandedweightandtheinvoicedweight.I’mafraidwehavetolodgeaclaimagainstyoufortheshortweight.B:Isthattrue?Wehaditinspectedbeforeshipment.Noshortagewasfound.Maybeithappenedinroute.Therefore,wecan’tentertainyourclaimasithasnothingtodowithus./cweb/index.aspUnitFourPartOneComplaintsModelDialoguesDialogueThreeA:Youarewronghere,Mr.Ma.AsthegoodsweresoldonCIFterms,youareresponsiblefortheshortage.B:Well,doyouhaveanyevidence?A:Yes,hereisasurveyreportissuedbyourGeneralAdministrationofQualitySupervision,InspectionandQuarantine.Itshowsthatthereisabsolutelynotracesoftamperingwiththecartonscontainingthegoods.B:Well,wehavenoreasontodenythesurveyreport.Whatdoyousuggestforasettlement?A:Wewant20%reductioninprice.B:Inviewofourgoodbusinessrelations,Iagree.A:Thankyou./cweb/index.aspUnitFourPartOneComplaintsPracticing(1)surveyreport(2)enjoyhighprestige(3)handleone’scomplaints(4)beresponsiblefor(5)haveacomplaint(6)inconformitywith(7)complaintosb.aboutsth.(8)bringsb.loss.(9)hasnothingtodowithsb.(10)toourdisappointment1.Makesentenceswiththefollowingphrases./cweb/index.aspUnitFourPartOneComplaintsPracticing(1)Weare___________(向你提出索賠).(2)Hereisthe________(調(diào)查報(bào)告)issuedbyChinaCommodityInspectionBureauwhichwillsurelysupportourmind.(3)Thisseemstobeaveryclearcaseandwehopeyouwillseeyourway___________(立即理賠).(4)Ourinvestigationshowsthat__________(所引起的損失)byimproperpacking.Therefore,wehavetoreferthismattertoyou.(5)Youmaybeassuredthattherewillcertainlybe________(公平合理的解決辦法)tothematter.2.CompletethefollowingsentenceswiththegivenChinese./cweb/index.aspUnitFourPartOneComplaintsPracticing(6)Weregretforthelossyouhavesufferedandagree_______(賠償你們兩萬(wàn)美元).(7)Weregretthatwecannot_____________(接受索賠).(8)Withoutthesurveyreportissuedbyareputablesurveyortosupportyourclaim,we_________(不考慮你們的索賠).(9)I’mafraidwecan’t_______(賠償損失).Thefaultliesinyouruseoftheproduct.(10)Weregretthat__________(關(guān)于短量的索賠)can’tbeaccepted.2.CompletethefollowingsentenceswiththegivenChinese./cweb/index.aspUnitFourPartOneComplaintsPracticing(1)lodgingaclaimonyou(2)surveyreport(3)tosettletheclaimimmediately(4)thelosswascaused(5)afairandreasonablesolution(6)tocompensateyouUSD20,000(7)entertainyourclaim(8)cannotentertainyourclaim(9)compensateyoufortheloss(10)theclaimforshort-weight2.CompletethefollowingsentenceswiththegivenChinese./cweb/index.aspUnitFourPartOneComplaintsPracticing(1)A:Thegoodswereceivedarenotwhatweordered,whichmadeussufferaheavyloss.Sowehavetolodgeaclaimwithyou.B:_____________________(因貨號(hào)有誤，讓你方收到錯(cuò)貨。對(duì)此，我們深表歉意，并且受理你方的索賠。)(2)A:Thecasesarefoundtobebadlydamaged.Thisisapparentlyattributabletofaultypacking.B:_____________________(我們有裝運(yùn)單據(jù)證明承運(yùn)人收到貨物時(shí)狀況良好。因此，貨箱一定是在運(yùn)輸途中損壞的。)(3)A:Really?I’msorrytohearthat.Butwouldyoupleasetellmewhatthematteris?B:_____________________(遺憾地告訴你我們收到的貨物和合同規(guī)定的不符。)3.CompletethefollowingshortdialogueswiththeChinesegiven.Thenpractisetheminpairs./cweb/index.aspUnitFourPartOneComplaintsWeverymuchregretthemistakeinarticlenumber,whichresultinyourreceivingthewronggoods.Andwecanentertainyourclaim.Wehaveshippingdocumentstoprovethatthegoods,whenreceivedbythecarrier,wereinperfectcondition.Therefore,theymusthavebeendamagedontransportationroute.Weregretthatthegoodswereceivedisnotinconformitywiththecontractedspecification.Practicing(4)A:Weunderstandyourproblem,andregretforbringingyouthetroubles.Mr.Liu,whataboutyoursuggestion?B:_____________________(我們要求賠償5萬(wàn)美元。)Thisisthebestwecando.A:Well,Mr.Liu,ifyoucanhelpustoselloutthegoodsinContainerNo.18,we’llcompensateyouUSD50，000.B:Then,_____________________(讓我們首先討論一下怎樣處理這批貨物吧。)(5)A:Thiserrorismakingmuchtroubletous.Ouruserswantthegoodstheyorderedfromus.Youmustcompensateusfortheloss.B:_____________________(如果有足夠的證據(jù),我們會(huì)考慮你的索賠。)3.CompletethefollowingshortdialogueswiththeChinesegiven.Thenpractisetheminpairs.http:///cweb/index.aspUnitFourPartOneComplaintsWeclaimatleastUSD50,000.

Let’sdiscusshowtoselloutthislotofgoodsfirstly.

Ifyouhaveenoughevidence,wewillconsideryourclaim.

Practicing4.Makeconversationsaccordingtothefollowingsituationsandplaytherolesinclass.(1)Youandyourfamilywereonapassagetour.Butvariouskindsofthingsyouhadexperiencedduringyourtourwereunsatisfactory:shabbybus,slowservice,fewerscenicspotsthanpromisedandsoon.Nowmakeacomplaintabouttheabovetothetouroperatorandaskforarefund.(2)Youhadorderedfreshmilkfromamilkcompany.Andthecompanypromisedtodeliveritbeforesixthirtyinthemorning.Duringthepastfourdaysseldomhadthemilkmandeliveredthemilkontimeandyouhadtohaveyourbreakfastwithoutthemilk.Complaintothemilkcompanyaboutitandaskthemtomakeacompensation.(3)Yourcustomeriscomplainingyouaboutashortweightof400kgsonthewheatdeliveredunderOrderNo.SM147.ButtheinspectioncertificateissuedbytheCIQshowedthatthegoodswereshippedascontracted.Yousuggestthatheputinaclaimagainsttheshippin