1. L/O/G/O Module 8

2. www.themegallery.com facilities n. 设施，设备 amenities amenity approach n. 方法，途径 way, means, method, tactic, strategy extras n. 额外的好处 ( 特色 ) comfort n. 使舒适的物品 distance learning 远程教育 face-to-face 面对面的 online course 网络课程 unit n. 下属单位 VAT abbr. value-added tax 增值税，也作 Vat organization 企业，组织，机构 argument n. 理由，论据，论点 excursion n. 远足 go hiking hustle n. 忙碌 hasty bustle n. 喧闹 noisy

3. www.themegallery.com prosper vi.&vt. 成功，繁荣 relaxation n. 放松，休息信 relaxed, relaxing self-disciplined adj. 有自制力的，自律的 self-motivated adj. 自身有动力的 motivate differentiate vi.&vt. 区分，鉴别 different adj. presentation 演示 ( 会 ) ，报告 ( 会 ) present 介绍 awareness n. 意识 raise our awareness cross-cultural awareness 跨文化意识 spreadsheet( 打印好或在电脑上显示出来的 ) 表格， 空白表格程序 sheet1

4. www.themegallery.com Reading 1. What kind of course have you done? What do you think makes an effective course? The teacher The facilities The approach/methods How much it responds to your needs The extras (lunch, comfort, etc.)

5. www.themegallery.com 2. Imagine you are a training manager and you receive information on the two courses below. Read these statements from people at your company and decide which course would suit them. THE EFFECTIVE LEADER TEAM BUILDING

6. www.themegallery.com training courses THE EFFECTIVE LEADER This online course will make you a more effective leader – whether you’re responsible for leading a project, a team, a unit, a department or even a company! Whatever your role, we’re assuming you must lead people in order to achieve results 业绩. This course focuses on ACTION you can take to ensure people follow you so you get results. Duration: Approx. 2 hours. This is an online product and for a single user. Course price: £50.00 + £8.75(VAT)= £58.75 BUY NOW TEAM BUILDING Organisations have always relied on teams in some 某种 form. But now there is more emphasis on groups of people working in teams, taking joint responsibility for achieving standards and meeting objectives. This course explores the key factors that make teams effective and the skills required to build, strengthen and maintain the team. Duration: Approx. 2 hours. This is an online product and for a single user. Course price: £50.00 + £8.75(VAT)= £58.75 BUY NOW

7. www.themegallery.com ‘I’m responsible for ten people but I find it hard to get the best from them.’ ‘The problem with our company is that departments never seem to know what the other is doing.’ ‘Why don’t my staff do what I ask them?’ ‘I’m really prefer working on my own. I get so much more done.’ “ 我手下有十个人，但我觉得很难让他们把聪明才智充分发挥 出来。 ” “ 我真的宁愿自己干。我可以干这么多事情。 ” “ 公司的问题在于各部门之间向来互不了解。 ” “ 我的员工为什么叫不动 ?”

8. www.themegallery.com The people in the first and fourth statement would probably benefit from the )effective Leader course because they are both having problems with their staff. The other people in the second and third statement refer to situations where people are not working well with others.

9. www.themegallery.com Listening: Assessing training needs 1. Listen to a conversation between a training manager and Sergio. 1) Which course does Sergio want to take? Why? 2) What do Sergio and the training manager disagree on? Sergio wants to take both of the courses because they will help him with his new role. They disagree on whether online training is as effective as face-to-face training.

10. www.themegallery.com 2. Listen again. Work in pairs. Student A: Listen and list the training manager’s arguments for online training on the left of the table. Student B: Listen and list Sergio’s arguments for face-to-face training on the right of the table. Online trainingFace-to-face training - you don’t need to go away - you arrange things around your work - you can communicate with other people on the course - you can do it from home - it’s cheaper - you get new ideas from other people on the course - networking - you can ask the tutor questions

11. www.themegallery.com Listening script page 140 M=Manager S=Sergio M: Come in…oh hello, Sergio S: Hi, sorry for being late. Someone needed to speak to me. Anyway, I’ve looked at those courses you suggested doing… M: And? S: Yes, They both look good. I’m interested in doing both of them. M: Good, I thought they might help with your new role. S: Yes, well. It involves telling people what to do but I’m also working with other managers too. M: Ok, So would you like to enroll for both of them? S: Yes, but I can’t afford to take any more time off this month. I’m already behind (schedule). M: But these are online. You don’t need to go away. S: What do you mean? M: Online means you train by using the Internet. I think you receive the articles to read and had some exercises.

12. www.themegallery.com M: Yes, like that but on the Internet. It’s great because you don’t have to go away and you arrange things around our work S: The problem is that I’d prefer to have a course with other people in a room. You get lots of new ideas that way. specially.on a course called Team Building. If I do it online, I won’t have the opportunity for networking with people. And you can ask the tutor questions. M: You’re right, but I also think many online courses even have a place where you communicate with other people on the course. S: Hmm, but I don’t think it is the same. Besides, if I’m working at my desk I always stop to answer the phone or someone asks me to do something. M: Well, why not do it from home? S: I don’t understand… M: Take an afternoon off and use your computer from home. That way no one can interrupt you. The other thing is that if you want to do both courses, it’s cheaper if you do them online…

13. www.themegallery.com Can you think of any more arguments for and against online training? Online trainingFace-to-face training Relaxed and more comfortable; More flexible, may do it any time and anywhere More personal and interactive; More direct, closer, hearing the voice of the other person in real time; More natural, feel better

14. www.themegallery.com Speaking: Giving reasons for and against 1. Useful expressions: Giving reasons forGiving reasons against It’s great because… One advantage is that… Another good reason is… You’re right, but I also think… The other thing (reason) is that… The problem is that… One big disadvantage with that is… One argument against that idea is… I don’t think…

15. www.themegallery.com 7. Work in pairs. Role play these discussions. Take turns to give reasons for and give reasons against. Giving reasons forGiving reasons against Exciting because it feels like an excursion. A good opportunity to do a course while enjoying the country view. Good to be away from the hustle and bustle of the city and get close to nature. Want to spend the weekend with family. Weekend is the time for relaxation after a week’s work, not a time for work. 1) Your manager wants everyone in the department to spend an unpaid weekend in the country on a team-building course.

16. www.themegallery.com 2) Some employees have asked for flexitime and the opportunity to work from home. CEO HR manager Giving reasons forGiving reasons against Achieve a better balance between work and life. Can have more time for further education and learning new skills. Help those with families spend more time together. Can reduce child care costs and have more time with families. Need to be self-disciplined and self-motivated. Sometimes it is hard to differentiate between work time and private time. Can be hard to stay motivated without the support of colleagues.

17. www.themegallery.com 3) The company wants to replace your English teacher with lessons on a computer. Giving reasons forGiving reasons against Jobs today require a working knowledge of certain computer skills. Computer skills are important to help raise efficiency. Computer skills are something you need to survive and prosper in today’s fast-changing workplace. Compared to computer skill, English is more important for a company in international trade; English is important for Internet marketing since it is the universal language on the Internet. English is useful in doing business with foreign clients since it is a commonly used language. If a company wants to go global, its staff should be good at English.

18. www.themegallery.com Grammar: -ing form and infinitive 2. Complete these sentences from the conversation between Sergio and his training manager. Write the verb in brackets as an –ing form or infinitive. 1)I’m interested in __doing__ (do) both of them. 2)It involves __telling___ (tell) people what to do. 3)So would you like __to_enroll__ (enroll) for both of them? 4)Yes, but I can’t afford ___to_take___ (take) any more time off this month. 5)Online means you train by __using_____ (use) the Internet. 6)Oh, I see. I remember __doing__ (do) something similar by post. 7)The problem is that I’d prefer __to__have___ (have) a course with other people in a room 8)If I do it online, I won’t have the opportunity for _networking_ (network) with people. 9)If I’m working at my desk I always stop __to_____ (answer) the phone… 10)The other thing is that if you want __to____ (do) both courses, it’s cheap.

19. www.themegallery.com 4. Read this conversation. Underline the correct word. Manager: Hi, Sergio. Take a seat. (1) Would / Do you like to have a coffee? Sergio: That would be nice. Two sugars, please. Manager: Oh I’m sorry. I didn’t remember (2) to ask / asking for any this week. I only have milk, I’m afraid. Sergio: No problem. I’ll have it black, please. Manager: Really? I (3) can’t stand / hate to drink it without milk. Anyway, about your course. We’ve (4) arranged / recommended sending you away for a few days rather than doing it online. Is that OK with you? Sergio: Sure. I always (5) prefer / enjoy to work with a group of people rather than on my own.

20. www.themegallery.com 语法小结要点解释： 1) 在动词 + 介词后使用 -ing 形式： eg. She’s working on fixing the problem. Have you thought of moving into sales? I’m interested in seeing your plan for this. 2) 在一些固定动词后使用 -ing 形式，这些动词包括 consider, delay, dislike, enjoy, mind, postpone, practise, recommend, suggest 等。 eg. Have you considered changing the color? Would you mind waiting? Let’s postpone training everyone until next month. 3) 一些动词只跟不定时，这些动词包括 afford, arrange, decide, manage, want 等。 eg. We can’t afford to do this. Shall we arrange to meet again in an hour? Do you want to take this course?

21. www.themegallery.com 4) 一些动词既可跟 -ing 也可跟不定式，这些动词包括 advise, propose, begin, continue, like, prefer 等。 eg. We advise you to take two weeks off. / We advise taking two weeks off. 5) 一些动词跟 -ing 和跟不定式意思会有很大不同。 eg. I stopped working there years ago. I stopped to work on this new project. 另外一些动词则没有什么区别。 eg. We prefer to stay at home during the week. / We prefer staying at home during the week.

22. www.themegallery.com Speaking: Discussing training needs Work in pairs and role-play this situation. Student A: You are a training manager. You sent the memo below to all staff. Meet with an employee to discuss which course will be useful for him or her to attend. Use some of these phrases: Which courses would you like…? Would you prefer…? Do you want…? Are you interested in…? How good are you at…? How much of your job involves…?

23. www.themegallery.com Student B: Read this memo from your training manager and discuss which courses might be suitable. Try to use some of these phrase: I’d like… / I wouldn’t like… I’m (not) interested in… I’m quite good at… I can’t afford … My job involves…

24. www.themegallery.com Please note that we still have places available on the following one- day courses. All training takes place in our training rooms. Please arrange to meet with me as soon as possible to discuss your needs and requirements in order to enroll you. The courses are as follows: effective selling presentation skills negotiating by phone cross-cultural awareness team building leading a project spreadsheets and databases computer skills 1 & 2 (building and maintaining a website) To: All staff From: The training manager Subject: Available training courses this autumn Which courses would you like…? Would you prefer…? Do you want…? Are you interested in…? How good are you at…? How much of your job involves…? I’d like… / I wouldn’t like… I’m (not) interested in… I’m quite good at… I can’t afford … My job involves…

25. www.themegallery.com ReadingListening Writing Responding to a letter of complaint The importance of listening Good and bad listener Showing you’re listening Speaking A letter of complaint Vocabulary 8.2 Showing you’re listening Linking phrases

26. www.themegallery.com relevant adj. 相关的 be relevant to be related to distraction n. 分心，注意力分散，思想不集中 distracted conflict n. 冲突 with fight with compromise n. 妥协，让步 with coach vt.&vi. 指导 coach him reserve vt. 推迟做出，暂时不做 reserve to do feedback n. 反馈 response interruption n. 打断 formulate vt. 系统地阐述 ( 说明、表达 ) formula 公式 coffee maker 咖啡机 purchase n. 购买的东西 buy halve vt. 把 …… 减半 cut …. by half restructure vt.&vi. 结构重组、调整 cut jobs 裁员 job losses 失业 atmosphere n. 气氛 air Intranet n. 公司内部网 Internet

27. www.themegallery.com line manager: 部门经理 department manager MD following prep. 在.. 之后，由于 because of, due to, as a result of misleading information 误导的信息 legal action 法律诉讼 sue, take sb. to the court, appeal take legal action replacement n. 替代 ( 物 ) ， substitute, replace sth. with sth. discovery approach“ 发现法 ” 教学模式 room service 酒店客房送餐服务 swap n. 交换 exchange swap business cards reception n.( 酒店等的 ) 接待处，前台 receptionist doubled-book vt.( 为避免有人取消预订而使房间闲置而 ) 接受两家预订， ( 为保证能够订到而 ) 重复预订 sentiment n. 情感色彩 emotion voucher n· 优惠奖券 Grainger 固安捷 ( 美国著名工业品批发国际公司，拥有 80 多年历史 ) virtual 虚拟的； actually virtually 实际上地 virtual world 虚拟的世界

28. www.themegallery.com Reading 1. How do you know when someone is listening to you? (a good listener) Look like he/she cares about my remarks Show interest Ask relevant questions With direct eye-contact and an attentive expression Without any look of distraction Not doing other work, like answering emails or looking at the screen of his/her computer

29. www.themegallery.com 2. Read this article about listening. In some lines there is one extra word. Write it at the end of the line. Write CORRECT if there is no extra word. The importance of listening 0. Women tend to be very good at it. Men are usually the worse. Not doing 1. it might lead to conflict but using it such effectively can lead both sides to 2. comprise and agreement. Listening and more importantly, that showing 3. you’re listening is one of the most useful skills as in business. Firstly, you 4. can use it to coach and develop your staff by asking them questions 5. and for reserving your comments or feedback for later. Secondly, effective 6. listening means to avoiding interruption or formulating a response even 7. before the other speaker has been finished. This can prevent disagreement 8. Take on angry customers on the phone, for example. A few simple phrase 9. to show you see their few point of view will calm them down and make 10. them ready to be helped by. So next time you’re preparing to speak, pause 11. and ask yourself: Have I listened to them? Do they know I’ve listened? THE SUCH THAT AS CORRECT FOR TO BEEN ON FEW BY CORRECT

30. www.themegallery.com 倾听的重要性 女性往往都善于倾听，而男性在这方面则通常差强人意。 不肯倾听可能会引起冲突，但有效利用倾听技巧则可以使 双方互相让步，达成一致。倾听，更重要的是表现出你在 倾听，是商务活动中最为实用的技能之一。 首先，可以应用这一技能，通过提问、暂不发表自己看法 或意见的形式， “ 指导 ” 和培养员工。 其次，有效倾听意味着避免打断别人或者在别人话没说完 便径自发表自己的意见，这样才能防止出现分歧。以在电 话中接待怒气冲冲的顾客为例，只要说上几句简单的话语， 表明你理解他的观点，就能够让他平静下来，接受帮助， 解决问题。 因此，下一次准备开口时，不妨稍事停顿，先问问自己 : 我在听他们说吗 ? 他们知道我听了吗 ?

31. www.themegallery.com Listening: Good and bad listeners 1. Listen to four conversations. In each conversation, is the other person a good or bad listener? How do good listeners show they are listening? Conversation 1 GOOD / BAD Conversation 2 GOOD / BAD Conversation 3 GOOD / BAD Conversation 4 GOOD / BAD Good. The person asks questions and use encouraging words like “ really? ” Bad. The person interrupts and gives an opinion straightaway. Bad. The person says what to do without finding out how the other person feels. Good. The person checks and shows understanding.

32. www.themegallery.com 2. Read these expressions. Which expressions would you use to show you’re listening? Let me check I’ve understood you. So what you’re saying is… Is that right? Well, of course the answer is simple, isn’t it? Let me just stop you there. I see what you mean. That’s interesting. I see. Can I tell you what I think? Why do you think that is? Really? Well, what you need to do is …

33. www.themegallery.com 5 8. 2 再听录音。在练习 4 的每个表达后面标出会话 1, 2, 3 或 4 。录音 中没有听到哪些表达 ? Answer Let me check I've understood you. 4 So what you're saying is…Is that right? 4 Well of course the answer is simple, isn't it? 3 Let me just stop you there ，，， 2 I see what you mean. 4 That's interesting. (not used) I see. 1 Can I tell you what I think? 3 Why do you think that is? 1 Really? 1 Well what you need to do is ，，， 2

34. www.themegallery.com Speaking: Showing you are listening 6. Work in pairs and practise using the expressions to show you’re listening. Take turns to talk about the following topics for one minutes. The other person uses the phrases to show they are listening. 1) Describe what you did after work last night. 2) Explain a difficulty or problem you are currently having with your work. 3) Complain about something you have recently bought. Customer seller I am sorry to tell that the sports wear …… I hate to mention that …. The product is acceptable. However, …

35. www.themegallery.com 7. 参考答案 : A. Our company has decided to offer IT training for our staff as an effort to increase effi- ciency. B. Great news for our people ， isn't it? As far as I know ， although most people can do word processing and send email ， many know little about software packages and are poor at other computer skills. A. I see what you mean. Indeed ， many still have problems when it comes to creating PPT ， using a spreadsheet to create a graph and paste it onto a report ， or adding and editing data in a database. B. That's why people are not making good use of computers and not doing their work e}- ciently. A. How to select people for the training courses Do you have any idea B. Well ， I think we should get as many people as possible to participate in the training. You know ， computer skills can bring a lot of good to the company. It can raise efficien- cy and reduce paper use and meetings. A. You're right. But we can't have too many people in a class at the same time. B. I see. Maybe we can do it batch by batch ， with those best in need of the skills taking part in the first class. A. I agree. Like those sales people who need to do PowerPoint presentations and people from the general office who need to do lots of paperwork. As for other people ， we can ask them to enter their names first and then we can arrange the classes. B. Good idea. But how to measure whether their training is successful or note Do you have anything in mind? A. To evaluate the impact of the training programme ， we can see if the training has helped them do a better job ， and see if there's any improvement in the work performance of the staff. B. Yes ， we can see whether they could use the computer for some kinds of tasks ， such as analysis of sales by PPT, as well as handling of databases ， spreadsheets ， graphics ， communications between departments ， etc... A. If they do ， not only the company can benefit ， but they themselves can largely relieve their work load. B. Indeed. And the line manager can do a daily memo on email that staff must read if they are to receive information. A. By then we can make it a rule that all the documents and notices are circulated through the Intranet. B. Alright ， lei's wish every success of the event.

36. www.themegallery.com Vocabulary : linking phrases 1. Read the letter and then answer the following questions. 1st May Dear Mr Le Fever Following the recent experiences of two of my staff with your training company, I have decided to send you some feedback based on their comments. On the 25th April, they attended a two-day computer course in creating PowerPoint presentations. However, on the first day the trainer arrived 30 minutes late, which was followed by a further delay due to a room change. As a result of this nearly 90 minutes was missed. In addition to (Besides) this, my staff inform me that the approach of the trainer was to let participants discover solutions to problems rather than being told what to do. Despite having been very satisfied with your services in the past I may have to reconsider sending staff in the future. I would be grateful to hear any comments you have to make either by phone or in writing. I look forward to hearing from you. Yours sincerely Mrs A Heneage Human Resources

37. www.themegallery.com 1)The purpose of the letter? 2) What happened? 3) What action the sender requires? The purpose of the letter is always in the first paragraph of the letter. In this case the purpose is to complain. The explanation of what happened is in the second paragraph where more detail is given to support the first paragraph…. The final paragraph should explain the action the sender requires. The sender wants to receive an explanation.

38. www.themegallery.com 2.Look at the words in bold in the letter: write them into this table. Cause and effectcontrastingAdditional information Because of Following due to As a result of However Nevertheless despite In addition to Furthermore moreover 3. Complete sentences 1-6 with a suitable word or phrases from the table. 1) I am writing __ as a result of / due to/following __ a problem with a product I recently bought from you. 2) The advert contains misleading information. __Furthermore_____, it is unsuitable for children. 3) I have complained about this twice before. __However____, you have continually taken no action to resolve the issue. 4) _____Despite______ having written to them, she has received no reply. 5) We will no longer use your services in the future. __Moreover,___ we will be contacting our lawyers to discuss possible legal action. 6) ___Following______ further increases in your prices, we are changing supplier.

39. www.themegallery.com 1 as a result of / due to/following 2 Furthermore/Moreover 3 However/Nevertheless 4 Despite 5 Furthermore/Moreover 6 Following/As a result of / Due to

40. www.themegallery.com Listening: Responding to a letter of complaint Dear Mrs Heneage With regard to your concerns about the PowerPoint course on (1)___________, I have now spoken to my head of computer training and as a result I am in a position to respond. Unfortunately, and due to circumstances beyond our control on that day, the head of training (2)_______________________________________. As a result (3)________________________________and he was somewhat late. For this I apologize, but because of this delay (4)___________________________________________. Secondly, there was a room change which was due to the fact that (5) _______________________________. Finally, our approach to training has always been based on(6)_______ approach 发现式教学法. Moreover, it has always received (7) __________________. Following this letter, I would like to suggest a meeting at your convenience to discuss any remaining issues and your future training needs… As a result of Mrs. Heneage’s letter, Mr. Le Fevre calls Fred Perrot, who is in charge of computer training. Listen to the call and complete the reply to Mrs. Heneage’s letter. the 26th April was unavailable at short notice we had to get a replacement trainer 代课培训老师 we added the lost time on the end of the two days your company sent an extra person discovery positive feedback

41. www.themegallery.com Writing: A letter of complaint Work in pairs. You will write a letter to each other and then write the reply. You recently stayed at a hotel. Your partner is the manager. Read the notes on the problems. There was no record of the booking at reception — I waited 45 minutes. The meeting room was double-booked — had to meet clients in smaller room. The towels were not changed in the bathroom overnight — room service said this was hotel policy based on ‘ environmental reasons ’.. 在酒店前台找不到预订记录 — 我等了 45 分钟. 会议室已被两人预订 — 只好在小会议室会见客 户. 第二天浴室的毛巾没有更换 — 据客房送餐服务 生说，这是酒店出于 “ 环保 ” 原因制定的政策

42. www.themegallery.com Room Service 虽然字面上与 “ 客房服务 ” 十分对应，但在英 语里特指酒店的客房送餐服务 (meal service to a hotel room ) ，外延较窄，不可翻译为 “ 客房服务 ” 。 “ 客房服务 ” 在英文里为 Housekeeping ，在英语里 特指酒店客房内部的整理、清洁工作。 在中文语境中，一些酒店设有 “ 客房服务中心 ” ，指针对客 房的各类服务，包括整理、清洁、应客人要求提供其他酒 店服务 ( 如送餐 ) 等，可译为 Housekeeping&Room Service; 如果分设 “ 客房服务，和 “ 送餐部 ” ，则可分别译为 Housekeeping 和 Room Service o

43. www.themegallery.com Write a letter to the hotel manager. Write 120-140 words using appropriate linking words or expressions. Swap letters with your partner. Now you are the manager. Write a reply to the letter. Respond to each complaint, again using appropriate linking words or phrases.

44. www.themegallery.com Possible answers Dear Sir or Madam, Following my recent experience of your hotel, I have decided to send you some feedback in the hope that you can improve your service. I arrived at reception at 6am on 7th November to find there was no record of my booking. As a result of this I waited 45 minutes. The following day, my two clients and I were delayed due to the meeting room being doubled-booked. Eventually we were given another smaller room. Finally, towels were not changed overnight. Room service explained that this was because of the hotel’s “environmentally friendly” policy. While I agree with the sentiment of this policy, I don’t think that changing at least one towel is unreasonable. Despite having been very satisfied with your service in the past I may have to reconsider using your hotel in the future. I would be grateful to hear any comments you have to make in writing. Yours faithfully

45. www.themegallery.com Dear M… Thank you for your recent letter regarding your stay at our hotel. I regret that the experience did not achieve your normal expectations. I have now spoken to the staff involved and as a result I am in a position to comment. Unfortunately, our online booking system has been undergoing some changes and this may have affected both your booking of a room and the meeting rooms. I apologise for any delays but please note that all our meeting rooms are equipped with the same level of services. With regard to the policy on towels, the hotel feels that it must play its part in working towards helping the environment and so we have recently considered a number of ways in which to achieve this. However, your comments on towels will be raised at our next meeting on this policy. Following your letter therefore, I wish to apologise for any inconvenience caused. I would like to offer you a free two-day voucher which can be used at this hotel in the future. We look forward to your next visit and any further feedback you have. Best regards Yours sincerely

46. L/O/G/O Thank you!