环球商务英语 第1册PDF电子书下载

Module 1 Change and the company 1

Unit 1 How companies operate 2

Session 1 Dutton Engineering 2

Session 2 The structure of organisations 5

Session 3 Successful products 10

Unit 2 Responding to change 13

Session 4 People and change 13

Session 5 Describing trends 16

Session 6 The global market 21

Unit 3 Ways of working 25

Session 7 Telecommuting 25

Session 8 Working with regulations 28

Session 9 Working in cyberspace 31

Unit 4 Pronunciation and review 36

Session 10 Pronunciation 36

Session 11 Review 37

Session 12 Communicative activities 40

Answers 44

Module 2 The customer 53

Unit 1 Customer service 54

Session 1 Planning improvements to customer service 54

Session 2 Formulating customer service policy 58

Session 3 Briefing staff about customer policy 63

Unit 2 Customer feedback 66

Session 4 Finding out what customers think-1 Face-to-face interviews 66

Session 5 Finding out what customers think-2 On the telephone 70

Session 6 Finding out what customers think-3 Written questionnaires 74

Session 7 What is Total Quality Management? 78

Unit 3 Total Quality Management 78

Session 8 Who is involved in Total Quality Management? 81

Session 9 How is Total Quality Management managed? 85

Unit 4 Pronunciation and review 90

Session 10 Pronunciation 90

Session 11 Review 94

Session 12 Communicative activities 96

Answers 101

Module 3 Finance 115

Session 1 Finance-the basics 116

Unit 1 Financial awareness 116

Session 2 Cash-flow problems 122

Session 3 The profit and loss account 126

Unit 2 Finance in practice 132

Session 4 Stagecoach-the background 132

Session 5 Business success and failure at Stagecoach 136

Session 6 Giving a financial presentation 140

Unit 3 Setting up in business 145

Session 7 The business plan:what you need for success 145

Session 8 Planning and risk assessment 150

Session 9 Failure,cash-flow problems and starting again 155

Unit 4 Pronunciation and review 159

Session 10 Pronunciation 159

Session 11 Review 160

Session 12 Communicative activities 163

Answers 168

Module 4 A new product 183

Unit 1 What do people want? 184

Session 1 Talking about products 184

Session 2 Focus groups 188

Session 3 Market research reports 193

Unit 2 Team spirit 198

Session 4 Teamwork 198

Session 5 Arranging meetings 202

Session 6 Allocating tasks 207

Unit 3 Promoting your product 212

Session 7 Product promotions 212

Session 8 Another example of product innovation 217

Session 9 Promoting a product internally and externally 220

Unit 4 Pronunciation and review 226

Session 10 Pronunciation 226

Session 11 Review 227

Session 12 Communicative activities 230

Answers 235

Transcript 251

Self-Assessment 299

Glossary 331

Acknowledgements 337