商务英语教学

Acknowledgements and thanks  vii

I   Introduction  ···················1
    1.1 Why this book?  ················1
    1.2 What is Business English? ···········2
    1.3 Why is Business Englishspecial?  ·······6

2   Setting things up for success ···········8
    2.1 Customer care ·················8
    22 Initial contact with clients ··········9
    2.3 Needs analysis interviews  ···········12
    2.4 Placement testing  ···············14
    2.5 Decision-making    ···············22
    2.6 Liaison  ····················23

3   Starting up courses  ················25
    3.1 Confirming agreements anddecisions  ······25
    3.2 Planning to accurately reflectneeds analyses  ·27
    3.3 Selecting and using materials  ·········36
    3.4 Thinking how to addressstudents  ········40
    3.5 Starting the course  ··············42
    3.6 Encouraging student self-reliance········53

4   Day-to-day concerns  ················67
    4.1 Planning on a day-to-daybasis  ·········67
    4.2 Selecting and using methods  ···········69
    4.3 Warming into things  ···············73
    4.4 Presenting language  ···············96
    4.5 Feedback and correction  ·············106
    4.6 Awareness-raising   ···············111
    4.7 Ongoing adjustment of the needsanalysis  ····124

5   Developing students' skills  ·············126
    5.1 Tips for success  ················126
    5.2 Talking to clients  ···············127
    5.3 Snail mail and formal faxes  ···········132
    5.4 Telephoning  ···················145
    5.5 Dealing with visitors    ·············157
    5.6 Talking to colleagues  ··············167
    5.7 Reporting to foreignmanagers  ··········175
    5.8 Presentations and Q&Asessions  ··········185
    5.9 Meetings  ·····················201
    5.10 Negotiating  ···················214
    5.11 Note-taking  ···················230
    5.12 E-mail, faxes and memos  ·············236
    5.13 Report-writing  ··················260
    5.14 Understanding the news

6   Solving or avoiding problems  ·············277
    6.1 Absenteeism and lateness  ·············277
    6.2 Low motivation  ··················280
    6.3 Mixed-status classes  ···············284
    6.4 Mixed-level classes  ················286
    6.5 Unexpected students and unplanned changes  ·····288
    6.6 Bad feedback  ···················289
    6.7 Lack of expertise  ·················291


7   Assessing students' progress ···············293
    7.1 What's important? What'spossible?  ·········293
    7.2 Periodic achievement tests  ·············295
    7.3 Portfolio assessment  ················301
    7.4 End-of-course tests  ·················303
    7.5 External examinations  ················315

8   Being accountable  ·····················318
    8.1 Providing information  ·················318
    8.2 Being observed  ·····················319
    8.3 Writing reports ·····················319

9   Evaluating courses ······················322
    9.1 What's evaluation all about? Whvevaluate? ········322
    9.2 How to evaluate?  ·····················322
    9.3 Getting feedback fromstudents  ··············325
    9.4 Reflective evaluation ···················325

10  Moving towards a better future  ················327
    10.1 What else can we do?   ··················327

Recommended reading  ·······················330
Useful addresses  ·························333
Glossary of terms  ························338
Bibliography  ···························347
Alphabetical list of procedures ··················350
Index  ·······························353