商務(wù)英語閱讀（第3冊）（第二版） 課件Unit 7 Business Conflicts；Unit 8 Customer service

商務(wù)英語閱讀3UNIT7BUSINESSCONFLICTSLearningObjectivesExplaintheconceptofbusinessconflictanditstypes.Distinguishhealthyworkplaceconflictsfromunhealthyones.Setupasetofstandardsfor“bestemployers”.ReflectonthereasonsforconflictsbetweenemployersandemployeesinAmazon.CONTENTS04.ChineseValues02.

TextB03.Exercise01.TextA02.

TextB03.Exercise01.TextA“Earth’sBestEmployer”TextACanyoulistsomeexamplesofconflictsintheworkplace?WarmingupConcerningtheconflictsbetweenemployersandemployees,doyouthinktheyareirreconcilable?WarmingupAmazon(A)istheworld'slargestonlineretailerandaprominentcloudserviceprovider.Originallystartedasanonlinebooksellingcompany,Amazonhasmorphedintoaninternet-basedbusinessenterprisethatislargelyfocusedonprovidinge-commerce,cloudcomputing,digitalstreamingandartificialintelligence(AI)services.HeadquarteredinSeattle,Amazonhasindividualwebsites,softwaredevelopmentcenters,customerservicecenters,datacentersandfulfillmentcentersaroundtheworld.Backgroundknowledge“Earth’sBestEmployer”：aphrasefromAmazon’sleadershipprinciples“StrivetobeEarth’sBestEmployer”addedbyJeffBezospriortohissteppingdownasCEOin2021.Amazonhasbeentroubledbynegativereportsaboutworkingfortheorganization,includinggenderandracialbiastowardworkersand“abusivemistreatment”bymanagers,anintensivepaceofworkleadingtohighincidenceofworkerinjuryandworkersbeingunderpaid.Backgroundknowledgeping

v.tomakeashort,highringingsound;tomakesomethingproducethissound發(fā)出撞擊聲；砰地發(fā)聲

(CET4)Hethrewhimselftothegroundasbulletspingedoffthemetalbehindhim.他撲倒在地，子彈砰的一聲打到他身后的金屬上。

WordsandExpressionspreachv.totellpeopleaboutaparticularreligion,wayoflife,system,etc.inordertopersuadethemtoacceptit.宣揚(yáng)(CET6;TEM4)Shepreachedaboutthebenefitsofahealthylifestyle.

WordsandExpressionstrim

v.toremovebyorasifbycutting削減(CET4;TEM4)Thankstoitsongoingstimulusspending,whichitisnotproposingtotrim,Germany’sunderlyingbudgetdeficitisforecasttorisethisyear.

WordsandExpressionsbacklash

n.astrongnegativereactionbyalargenumberofpeople,forexampletosomethingthathasrecentlychangedinsociety強(qiáng)烈反應(yīng)(IELTS)It’sbecomesoiconicthatattemptstochangeitstastein1985—sweeteningitinamoveprojectedtoboostsales—proveddisastrous,withwidespreadbacklashandangerfromconsumers.

WordsandExpressionswrappedupin（idiom）.fullyinvolvedorinterestedin(something)包含，關(guān)心(CET4;TEM4)Iwascompletelywrappedupinmywork,soIdidn'thearyoucomein.

WordsandExpressionsstray

adj.occurringatrandomorsporadically離散的，雜亂的(CET6;TEM4)Weoftenfeeltheneedtotellothershowwefeel,whetherit'saconcernaboutaproject,astraythought,oracompliment.

WordsandExpressionswhirlwindn.asituationorseriesofeventswherealotofthingshappenveryquickly旋風(fēng)般/匆忙的事(TEM8)Thewhirlwindthatsweptthroughnewsroomsharmedeverybody,butmuchofthedamagehasbeenconcentratedinareaswherenewspapersareleastdistinctive.WordsandExpressionslenient

adj.ofmildandtolerantdispositionoreffect;notharsh,severe,orstrict仁慈的，寬大的(CET6;TEM8)Thestudyfoundthat,amongprosecutedfirms,thosewiththemostcomprehensiveCSRprogramstendedtogetmorelenientpenalties.

WordsandExpressionssilov.toisolate(someoneorsomething,suchasagroupingordepartment)inawaythathinderscommunicationandcooperationwithothers隔絕(TEM8)Onestepbankscantaketobalanceeffortsistostopsiloingmobileandonlinebankingdevelopmenteffortsandchannels.

WordsandExpressionsbumpupagainstphrase.toexperienceaproblemorfactorthatyoudidnotexpect碰到困難，遭受阻礙(CET4;TEM4)Inalotoflocalmarkets,IthinkthatGrouponisgoingtobumpupagainstthatcapacityfairlyquickly,particularlyascompetitorslikeLivingSocialmakeinroads.

WordsandExpressionsremorse

n.thefeelingofbeingextremelysorryforsomethingwrongorbadthatyouhavedone懊悔，自責(zé)(CET6;TEM8)Forseasonedshoppers,"buyer'sremorse"isafamiliarfeeling.

WordsandExpressionsscrutinize

v.tolookatorexaminesomebody/somethingcarefully仔細(xì)查看(CET6)Thiswillenableyoutoscrutinizetherateofturnoverandwhetherkeypeopleareabandoningship.

WordsandExpressionsStructuralAnalysisPara.MainTopicsPara.1-3IntroductionofjobcutsinAmazon,“Earth’sBestEmployer”.Para.4-15Differentreactionsofthelaid-offworkers.Para.16-19ImpactofthelayoffsonAmazon,thecompanyanditsemployees.DiscussionWhatarethestandardsof“agreatemployer”inyouropinion?Giveyourreasons.ConflictsinWorkplaceTextBCanyoulistsomeexamplesofconflictsintheworkplace?WarmingupInwhatcasesdoyouthinkworkplaceconflictsaredestructive?Warmingup

Nonflict:TheArtofEverydayPeacemakingWrittenbyAmirKfirandStephenHecht,co-foundersofthenon-profitMillionPeacemakers，thebookoffersathree-stepapproachtodealwithconflict—UnderstandYourselfandYourPartner,UnderstandYourSharedReality,andCo-Create.BackgroundknowledgeStephenHechtTheco-founderandChiefExecutivePeacemakerofMillionPeacemakers,aninternationalorganizationwhichpromotespeaceculturearoundtheworldthoughamethodologycalled‘Nonflict’;thewinneroftheCanadaAwardforBusinessExcellenceandtheYMCAPeaceMedal,andisaleaderinYPO.Backgroundknowledgerife

adj.ifsomethingbadorunpleasantisrifeinaplace,itisverycommonthere(常指壞事)普遍的;猖獗的（GRE）Pricesarerisingandwagegrumblesarerife.WordsandExpressionsfosterv.topromotethegrowthordevelopmentof;toencourage促進(jìn)(CET6)Mutualrespect,supportandencouragementinateamhelpsfosterasenseofbelonging,maintainharmonyintheworkplaceandthusimprovejobsatisfaction.WordsandExpressionsalertv.towarnsomebodyaboutadangeroussituationoronethatrequiresimmediateaction提醒，使警覺(CET6,GRE)Thecoastguardwerealertedthatayachthadrunintodifficulties.WordsandExpressionscommitmentn.thedesiretoworkhardandgiveyourenergyandtimetoajoboranactivity投入；決心(CET6;TEM4)Hehasdemonstratedexceptionalcommitmentanddedication.WordsandExpressionsplaguev.tocausepainortroubletosomebody/somethingoveraperiodoftime困擾(CET6;TEM4)Economicproblemscontinuedtoplaguethecountry.WordsandExpressionsintegraladj.beinganessentialpartofsomething不可或缺的，必須的(CET6;TEM4)Practicalexperienceisintegraltothecourse.WordsandExpressionsculpritn.apersonorthingresponsibleforcausingaproblem（造成問題或麻煩的）原因(TEM8)Financialneedsaren’ttheonlyculpritforthe“unretirement”trend.WordsandExpressionscohesionn.(formal)theactorstateofkeepingtogether凝聚力(CET6)However,thisapproachdoesnotincludeinvestmentinnewinfrastructure,nordoesitguaranteebetterregionalcohesion.WordsandExpressionsdetractv.todiminishtheimportance,value,oreffectivenessofsomething,oftenusedwithfrom減損(TEM8)Shedidnotcarefortheideaofsocializingwithherclients.Itwoulddetractfromherprofessionaldetachment.WordsandExpressionsmaneuverv.tocontrolorinfluence;tomoveorturnwithskillorcare操縱(CET6;TEM8)Cashbuffersgavedebtmanagersmoreroomtomaneuverwhenmarketsclosedduringthepeakmonthsofthecrisis.WordsandExpressionsStructuralAnalysisPara.MainTopicsPara.1-3IntroductionofconflictsinworkplacePara.4-8HealthyworkplaceconflictsPara.9-14UnhealthyworkplaceconflictsPara.15ImportanceofconflictsmanagementinworkplaceDiscussionHowdomanagerskeepconflictsintheworkplacehealthy?Exercises

TextAI.1-5BDACDII.1-5ACBDD6-10CADAB1.inresponseto2.makesenseof3.spreadout4.setin5.bumpupagainst6.bringon7.lenientwith8.figureout9.wrappedupin10.yearntoKeystoexercisesIII.(1)sufficient(2)productivity(3)inadequate(4)complaints(5)internally(6)violated(7)against(8)directly(9)resolution(10)arbitrationKeystoexercisesIV.1.參與裁員浪潮的員工表示，這一消息令人震驚，并改變了他們對亞馬遜的看法，因?yàn)樵摴镜哪繕?biāo)是成為前首席執(zhí)行官杰夫貝索斯喜歡說的“地球上最好的雇主”。2.有些人回顧了他們在公司的時(shí)光，說他們離開時(shí)感到工作過度和被低估了。雖然一些人表示如果有機(jī)會他們會回到亞馬遜，但另一些人則表示裁員過程讓他們對這家他們曾經(jīng)渴望工作的公司的看法蒙上了陰影。KeystoexercisesIV.3.在那兩周的時(shí)間里，很多工人被辭退導(dǎo)致生產(chǎn)力下降，經(jīng)理們試圖在最后期限上放寬；因?yàn)椴磺宄麊紊系拿總€(gè)人是否仍然能繼續(xù)在亞馬遜工作，很多會議也被推遲。4.亞馬遜云科技的一名現(xiàn)任員工表示，對于仍在亞馬遜工作的一些人來說，“幸存者內(nèi)疚”已經(jīng)開始。亞馬遜云科技是該公司的一部分，沒有受到裁員的嚴(yán)重影響。5.隨著團(tuán)隊(duì)感受到員工流失的影響，他們預(yù)計(jì)經(jīng)理們將不得不在要求亞馬遜解除招聘凍結(jié)并讓更多人承擔(dān)工作量之間做出選擇，或者接受今年的一些目標(biāo)無法實(shí)現(xiàn)。KeystoexercisesV.HerearesometipsforagreatemployerAflexibleworkscheduleKid-friendlyworkplaceAculturethatiscreativeandfunGreatcustomerservicerewardsWithamissionthatinspiresworkerstodotheirbestAgoodincentiveprogram:AdecentwageKeystoexercisesTextBI.Howdomanagerskeepconflictsintheworkplacehealthy?Herearesomesuggestions:a.Hireandretaintherightpeople.Sometimesconflictcomesfrompersonalitiesthatdon’tmix.“There’snotalotyoucandotochangepeople’segos,”Peltiersaid.“Intheshortterm,youcanonlydodamagecontrol,butinthelongterm,don’tkeepthosepeopleontheteam.”Keystoexercises

Giveeveryoneavoice.Poulsonnotedthatwhilenoteveryideaistherightoneforacompanytorunwith,evenseeminglybadideascansparkcreativitythatresultsinnewsuggestionsthatwillwork.Plus,ifyougiveeveryoneachancetobeheard,you’llavoidtriggeringresentment.(Continued)Keystoexercises

Understandthepartiesinvolved.Tohandleconflictconstructively,givesomethoughttotheperson’sbackground,howtheycommunicate,andtheirparticularapproachtotheproblem.Thisframeworkcanhelpyoubetterunderstandandaddresstheirposition.“Wehavedifferentlifeexperiencesthatmakeuswhoweare,”Hechtsaid.Whenyoutakethoseintoconsideration,youcanmeetyourstafferswheretheyareandfacilitateapositiveworkingenvironment.Keystoexercises(Continued)TextBII.1.B2.A3.D4.C5.AKeystoexercisesChineseValuesChineseValues1.要打破各種各樣的“卷簾門”、“玻璃門”、“旋轉(zhuǎn)門”，在市場準(zhǔn)入、審批許可、經(jīng)營運(yùn)行、招投標(biāo)、軍民融合等方面，為民營企業(yè)打造公平競爭環(huán)境，給民營企業(yè)發(fā)展創(chuàng)造充足市場空間。——習(xí)近平于2018年11月1日在民營企業(yè)座談會上的講話Hiddenrestrictionsandhindrancesforprivateenterprisesshouldbeeliminated.Anenvironmentoffairplayshouldbecreatedinmarketaccess,administrativeapprovals,businessoperations,tendersandbids,andcivil-militaryintegrationtogivethemmorespacetoexpandtheirbusiness.--fromXiJinping’sSpeechataSymposiumonPrivateEnterprisesonNovember1,2018ChineseValues2.我們強(qiáng)調(diào)，改革是經(jīng)濟(jì)發(fā)展的強(qiáng)大動(dòng)力，改革只有進(jìn)行時(shí)，沒有完成時(shí)，必須敢于啃硬骨頭、闖難關(guān)、涉險(xiǎn)灘，堅(jiān)決掃除經(jīng)濟(jì)發(fā)展的體制機(jī)制障礙?！?xí)近平于2017年12月18日在中央經(jīng)濟(jì)工作會議上的講話Wehaveunderlinedthatreformisthemajordrivingforceofeconomicgrowth.Reformisnotamissionaccomplished,ratheritisanongoingprocess.Wemusthavethecouragetotackletoughissues,breakthroughlogjamsandventureriskyareastoremoveinstitutionalbarrierstoeconomicdevelopment.--fromXiJinping’sSpeechattheCentralEconomicWorkConferenceonDecember18,2017THANKYOU!商務(wù)英語閱讀3UNIT8CUSTOMERSERVICELearningObjectivesLearnwhatcompaniesshouldfocusonwhentheytrytogetthereasonswhycustomersbuyacertainproduct.

Understandtherelationshipbetweenthetheoryofjobstobedoneandthetheoryofdisruptiveinnovation.

Explorewhatplaysacrucialroleinimprovingcustomerserviceandcustomerloyalty.CONTENTS01.TextA02.

TextB03.ChineseValuesKnowYourCustomers’“JobstoBeDone”TextAWarmingup1.Whatiscustomerservice?2.Whataregoodcustomerservices?3.Therearemanydifferentcustomerservicemethodsinthebusinessworld.Canyouthinkofanythatabusinesscanusetopleaseitscustomers?WordsandExpressionsstaggering

adj.extremelygreatorsurprising大得驚人的，令人吃驚的(CET6;IELTS;GRE)

Thefinancialimpactonthetownwasstaggering.WordsandExpressionshit-or-miss(orhit-and-miss)adj.notdoneinacarefulorplannedwayandthereforenotlikelytobesuccessful粗制濫造的；時(shí)好時(shí)壞Thecampaignwasratherahit-and-missaffair.WordsandExpressionscorrelationn.

aconnectionbetweentwothingsinwhichonethingchangesastheotherdoes相互關(guān)系；相關(guān)；關(guān)聯(lián)(CET6;IELTS;GRE)

Thereisadirectcorrelationbetweenthebest-knownbrandsandthebest-sellingbrands.WordsandExpressionshomeinon:

todirectyoureffortsorattentiontowardsaparticularfaultorproblem將注意力集中于（某一缺陷或問題）Hehomedinontheoneweaklinkintheargument.WordsandExpressionscrummyadj.

ofverybadquality劣質(zhì)的；低劣的；糟糕的Mostofhissongsareprettycrummy.WordsandExpressionsdisruptiveadj.

causingproblems,noise,etc.sothatsth.cannotcontinuenormally引起混亂的；擾亂性的；破壞性的(CET4;CET6;IELTS;GRE)

Theprocessofimplementingthesechangescanbeverydisruptivetoasmallcompany.WordsandExpressionscondominiumn.

(orcondo)anapartmentbuildinginwhicheachflat/apartmentisownedbythepersonlivinginitbutthebuildingandsharedareasareownedbyeveryonetogether;aflat/apartmentinsuchabuilding公寓（套房私有，其他地方屬業(yè)主共有）；一套公寓住房

(GMAT)

Thisisparticularlytrueinthecondominiummarket,wherecarefulshopperscanpickuparealbargain.WordsandExpressionssplash…across/over…:toputaphotograph,newsstory,etc.inaplacewhereitwillbeeasilynoticed把（照片、新聞報(bào)道等）安排在顯著位置；在突出位置刊載Thegunman’spicturewassplashedacrossthefrontpage.WordsandExpressionsscramble

vt.

totrytodosomethingdifficultveryquickly倉促完成（困難的事）(CET6;TEM4;GRE)

Theywerescramblingtogivetheimpressionthatthesituationwasincontrol.WordsandExpressionspiece…together:tousealltheinformationyouhaveaboutasituationinordertodiscoverthetruthaboutit把（所有事實(shí)或信息）拼湊起來Herearlylifehasbeenpiecedtogetherfromseveraldifferentsources.WordsandExpressionshypothesize

v.

tosuggestapossibleexplanationthathasnotyetbeenprovedtobetrue假設(shè)，假定(GRE;GMAT)

Ihavelonghypothesizedaconnectionbetweenthesefactors.WordsandExpressionshingeon/upon…:

(ofanaction,aresult,etc.行動(dòng)、結(jié)果等)todependonsth.completely有賴于；取決于Hissuccesshingesonhowwellhedoesattheinterview.WordsandExpressionscustodyn.

thelegalrightordutytotakecareoforkeepsb./sth.;theactoftakingcareofsth./sb.監(jiān)護(hù)；保管；監(jiān)護(hù)權(quán)；保管權(quán)(CET6;TEM4)

Thebankprovidessafecustodyforvaluables.WordsandExpressionsdevelopmentn.

apieceoflandwithnewbuildingsonit新建住宅區(qū)；新開發(fā)區(qū)(CET4;TEM4)

Theformercroplandhasbeenturnedintohousingdevelopmentsandshoppingmalls.

WordsandExpressionsdifferentiatev.

torecognizeorexpressthedifferencebetweenthingsorpeople區(qū)分(CET6;TEM8;IELTS;GRE)

It’ssometimeshardtodifferentiateonesamplefromanother.StructuralAnalysisPara.MainIdeaPara.1-9Focusingoncorrelationtakescompaniesinthewrongdirection,andjobs-to-be-donetheorytellshowtocreateproductsandservicesthatcustomerswanttobuy.Para.10-18Withunderstandingofthejobtobedone,changescanbemadetotheoffering.Hencebusinessgrows.NotesonTextA1.McKinsey&Company:Aworldwidemanagementconsultingfirm.Itconductsqualitativeandquantitativeanalysisinordertoevaluatemanagementdecisionsacrossthepublicandprivatesectors.Widelyconsideredthemostprestigiousmanagementconsultancy,McKinsey’sclienteleincludes80%oftheworld’slargestcorporations,andanextensivelistofgovernmentsandnon-profitorganizations.NotesonTextA麥肯錫公司，世界級領(lǐng)先的全球管理咨詢公司，由美國芝加哥大學(xué)商學(xué)院教授詹姆斯·麥肯錫于1926年在美國創(chuàng)建。自1926年成立以來，公司的使命就是幫助領(lǐng)先的企業(yè)機(jī)構(gòu)實(shí)現(xiàn)顯著、持久的經(jīng)營業(yè)績改善，打造能夠吸引、培育和激勵(lì)杰出人才的優(yōu)秀組織機(jī)構(gòu)。NotesonTextA2.MarchMadness(NCAAMarchMadness):ThebrandingusedforcoverageoftheNCAADivisionIMen’sBasketballTournamentthatisjointlyproducedbyCBSSports,thesportsdivisionoftheCBStelevisionnetwork,andTurnerSports,thesportsdivisionoftheTurnerBroadcastingSystemintheUnitedStates.通稱的NCAA錦標(biāo)賽，即美國大學(xué)體育總會（NCAA）一級聯(lián)賽（DivisionI）男籃錦標(biāo)賽，成立于1939年，是美國最大的全國性體育賽事之一。因?yàn)镹CAA錦標(biāo)賽的大部分比賽都在3月進(jìn)行，俗稱瘋狂三月。NotesonTextA3.disruptiveinnovation:Aninnovationthatcreatesanewmarketandvaluenetworkandeventuallydisruptsanexistingmarketandvaluenetwork,displacingestablishedmarketleadingfirms,productsandalliances.顛覆性創(chuàng)新，由哈佛大學(xué)教授克萊頓·克里斯坦森（ClaytonChristensen）于1997年的著作《創(chuàng)新的兩難》（Innovator’sDilemma）提出。NotesonTextA4.Cost-benefitanalysis(CBA):Sometimescalledbenefitcostanalysis(BCA),isasystematicapproachtoestimatingthestrengthsandweaknessesofalternatives(forexampleintransactions,activities,functionalbusinessrequirements);itisusedtodetermineoptionsthatprovidethebestapproachtoachievebenefitswhilepreservingsavings.NotesonTextATheCBAisalsodefinedasasystematicprocessforcalculatingandcomparingbenefitsandcostsofadecision,policyorproject.成本效益分析，是通過比較項(xiàng)目的全部成本和效益來評估項(xiàng)目價(jià)值的一種方法。成本效益分析作為一種經(jīng)濟(jì)決策方法，將成本費(fèi)用分析法運(yùn)用于政府部門的計(jì)劃決策之中，以尋求在投資決策上如何以最小的成本獲得最大的收益。NotesonTextABroadly,CBAhastwomainpurposes:1)Todetermineifaninvestment/decisionissound(justification/feasibility)—verifyingwhetheritsbenefitsoutweighthecosts,andbyhowmuch;2)Toprovideabasisforcomparingprojects—whichinvolvescomparingthetotalexpectedcostofeachoptionagainstitstotalexpectedbenefits.NotesonTextA5.focusgroup:Asmallgroupofpeople,speciallychosentorepresentdifferentsocialclasses,etc.,whoareaskedtodiscussandgivetheiropinionsaboutaparticularsubject.Theinformationobtainedisusedbypeopledoingmarketresearch,forexampleaboutnewproductsorforapoliticalparty.焦點(diǎn)小組（選自各階層，討論某專項(xiàng)問題；所得信息常為市場研究者或某政黨所用）DiscussionWhatacompanyshoulddotoimprovecustomerservice?ExercisesI.ReadingComprehension1.WhatcanwelearnfromthecaseofClaytonChristensen?A.HisdemographicorpsychographiccharacteristicsmotivatedhimtobuytheNewYorkTimes.B.Heboughtthepaperfornoparticularpurpose,andhejustwantedtoreadit.C.Thereisnolinkbetweenhisdemographicorpsychographiccharacteristicsandhispurchaseofthepaper.D.Whenpeopletravelbyplane,theylikereadinganewspaper.Exercises2.Whichofthefollowingjobsistheoneappearingunpredictably?A.Passingthetimewhilewaitinginline.B.Findingamorefulfillingcareer.C.Packingahealthfullunchforchildrentotaketoschool.D.Dressingforanout-of-townbusinessmeetingafterthesuitcasewaslost.Exercises3.WhichofthefollowingisNOTtrueaboutthecondosoftheDetroit-areabuildingcompany?A.Downsizersweretheirtargetcustomers.B.Thecompanylaunchedagoodadvertisingcampaignforthecondos.C.Thecondoswerevisitedbymanycustomers,butdidn’tsellwell.D.Thelackofbaywindowsresultedinthedisappointingsales.Exercises4.WhatdoestheunderlinedpartinPara.12mean?A.Someonewhoisveryinterestedinbuyingsomething,askslotsofquestionsandbuysitatlast.B.Somewhoappearstobeinterestedinbuyingandaskslotsofquestionsbutdoesnotbuyanything.C.Someonewhoisnotinterestedinbuyinganythingatall.D.Someonewhoishesitantaboutbuyingsomething.Exercises5.Whatcanbeinferredabout“jobstobedone”?A.Understanding“jobstobedone”canhelponecompanydistinguishitsproductsandservicesfromtheothers’.B.“Jobstobedone”ismainlyaboutcompetitiveresponsestoinnovation.C.Beingintimatelyfamiliarwith“jobstobedone”canhelpcompaniespredictthedangertheyface.D.Likealargeamountofinformationaboutthecustomers,insightof“jobstobedone”canhelpusunderstandthecustomerchoice.ExercisesII.A1-5:BDBCB 6-10:CDBCA

ExercisesII.B1.piecetogether2.splashedacross3.endup4.hingeon5.fellshortof

6.goeswrong7.appealsto8.bringin9.comeup10.spreadoutExercisesIII.1-5:MDHGA

6-10:NJIOK

ExercisesIV.Translation1.InarecentMcKinseypoll,84%ofglobalexecutivesreportedthatinnovationwasextremelyimportanttotheirgrowthstrategies,butastaggering94%weredissatisfiedwiththeirorganizations’innovationperformance.近來，在麥肯錫公司進(jìn)行的一次民意調(diào)查中，84%的全球高管報(bào)告稱，創(chuàng)新對其發(fā)展戰(zhàn)略至關(guān)重要。但令人震驚的是，有94%的全球高管對其公司的創(chuàng)新表現(xiàn)感到不滿。Exercises2.Andthoughit’snosurprisethatcorrelationisn’tcausality,wesuspectthatmostmanagershavegrowncomfortablebasingdecisionsoncorrelations.相關(guān)性不是因果關(guān)系，這并不奇怪，但我們懷疑大多數(shù)管理者會因?yàn)榛谙嚓P(guān)性作出決策而感到放心。Exercises3.Afterdecadesofwatchinggreatcompaniesfail,we’vecometotheconclusionthatthefocusoncorrelation—andonknowingmoreandmoreaboutcustomers—istakingfirmsinthewrongdirection.經(jīng)過幾十年觀察大公司的失敗，我們得出的結(jié)論是，關(guān)注相關(guān)性——對客戶了解的越來越多——正使公司誤入歧途。Exercises4.Althoughthecompanyhaddoneacost-benefitanalysisofallthedetailsineachunit,itactuallyhadverylittleideawhatmadethedifferencebetweenatirekickerandaseriousbuyer.盡管公司已對每套住房的所有細(xì)節(jié)進(jìn)行了成本效益分析，但實(shí)際上對只問不買的人及有誠意的買家之間的區(qū)別知之甚少。Exercises5.Whatwasstoppingbuyersfrommakingthedecisiontomove,hehypothesized,wasnotafeaturethattheconstructioncompanyhadfailedtoofferbutrathertheanxietythatcamewithgivingupsomethingthathadprofoundmeaning.他猜測，阻止買家作出搬家決定的原因并不是建筑公司沒有提供的特征，而是放棄具有深刻意義的東西所帶來的焦慮。ReinventingCustomerService—HowT-MobileachievedrecordlevelsofqualityandproductivityTextBWordsandExpressionsescalate

v.tobecomeormakesth.greater,worse,moreserious,etc.

（使）逐步擴(kuò)大，不斷惡化，加劇(CET6;TEM8)

Thefightingescalatedintoafull-scalewar.WordsandExpressionsturnoverrate:theratioofthenumberofworkersthathadtobereplacedinagiventimeperiodtotheaveragenumberofworkers人員流動(dòng)率Theturnoverrateamongstpermanentemployeesisquitelow.

WordsandExpressionsrepertoiren.allthethingsthatapersonisabletodo

（某人的）全部才能，全部本領(lǐng)(CET6;TEM8)

Thishasbeenoneofthemostsuccessfuldessertsinmy

repertoire.WordsandExpressionsshacklev.topreventsbfrombehavingorspeakingastheywant

束縛；阻撓；羈絆(CET6+)

Industrialprogressisbeingshackledbyamassofregulations.

WordsandExpressionschurnrate:thenumberofpeoplewhostopusingaproductandchangetoanotherorwholeavethecompanytheyworkforandgotoanother

客戶流失率；員工流失率

Internetandcabletelevisioncompaniessufferfromahighchurnrate.

WordsandExpressionsattrition

n.whenpeopleleaveacompanyorcourseof

study

andarenot

replaced

自然減員，（人員的）自然流失(TEM8)

Staffreductionscouldbeachievedthroughattritionandearlyretirements.WordsandExpressions

(go)backtothedrawingboard:

tostartthinkingaboutanewwayofdoingsth.afterapreviousplanorideahasfailed

（失敗后）另起爐灶，從頭開始Thecurrentsystemjustisn’tworking—weneedtogobacktothedrawingboardandstartafresh.WordsandExpressionsgauge

v.

tomeasureor

calculate

somethingbyusingaparticularinstrumentor

method

〔用某種儀器或方法〕測量，測出(CET6;TEM8)

Thethermostatwillgaugethetemperatureandcontroltheheat.WordsandExpressionsportal

n.awebsitethatisusedasapointofentrytotheInternet,whereinformationhasbeencollectedthatwillbeusefultoapersoninterestedinparticularkindsofthings

門戶網(wǎng)站；入口站點(diǎn)Theweb

portal

hasundergoneremarkablechangessinceitwassetup.WordsandExpressionsassuredly

adv.certainly;definitely

肯定地；一定地(TEM4)Iammostassuredlyinfavour.WordsandExpressionsgeneralist

n.apersonwhohasknowledgeofseveraldifferentsubjectsoractivities

多面手；全才；通才(GRE)

Childrenofthisageneedspecialistratherthangeneralistteachers.

WordsandExpressionsoutage

n.

aperiodoftimewhenthesupplyofelectricity,etc.isnotworking

（電等的）停供，斷供期AwindstorminWashingtoniscausingpower

outagesthroughouttheregion.WordsandExpressionssolicitv.

toasksbforsth.,suchassupport,moneyorinformation;totrytogetsth.orpersuadesbtodosth.

索求，請求……給予（援助、錢或信息）；征求；籌集(CET6；TEM4)

He’salready

solicitedtheirsupportonhealthcarereform.StructuralAnalysisPara.MainIdeaPara.1Problemsinthecustomerserviceinbigcompanies.Para.2-12ReinventionofT-Mobile’sserviceorganization.NotesonTextB1.T-Mobile:

T-Mobileisamultinationalcellphoneoperator.ItisasubsidiaryofDeutscheTelekomandispartoftheFreemovealliance.T-MobileoperatesGSMnetworksinWesternEuropeandtheUnitedStatesandisfinanciallyinvolvedinEasternEuropeandSoutheastAsia.With109millionsubscribers,thecompanyisoneofthelargestcellphonecompaniesintheworld.

NotesonTextBT-Mobile是一家跨國移動(dòng)電話運(yùn)營商，是德國電信的子公司，屬于Freemove聯(lián)盟。T-Mobile在西歐和美國運(yùn)營GSM網(wǎng)絡(luò)，并通過金融手段參與東歐和東南亞的網(wǎng)絡(luò)運(yùn)營。該公司擁有1.09億用戶，是世界上最大的移動(dòng)電話公司之一。NotesonTextB2.Mercer:Mercerisaglobalconsultingleaderintalent,health,retirement,andinvestments.Mercerhelpsclientsaroundtheworldadvancethehealth,wealth,andperformanceoftheirmostvitalasset–theirpeople.Mercer’smorethan20,500employeesarebasedinmorethan40countries,andweoperateinmorethan130countries.NotesonTextBMercerisawhollyownedsubsidiar