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1、必修一Unit 1ANNES BEST FRIENDDo you want a friend whom you could tell everything to, like your deepest feelings and thoughts? Or are you afraid that your friend would laugh at you, or would not understand what you are going through? Anne Frank wanted the first kind, so she made her best friend. Anne li
2、ved in Amsterdam in Netherlands during Would War.Her family was Jewish so they had to hide or they would be caught by the German Nazi .She and her family hid away for nearly twenty-five months before they were discovered. During that time the only true friend was her diary. She said ,”I dont want to
3、 set down a series of facts in a diary as most people do ,but I want this diary itself to be my friend, and I shall call my friend Kitty .”Now read how she felt after being in the hiding place since July 1942.Thursday 15th June 1944Dear Kitty,I wonder if its because I havent been able to be outdoors
4、 for so long that Ive grown so crazy about everything to do with nature. I can well remember that there was a time when a deep blue sky, the song of the birds, moonlight and flowers could never have kept me spellbound. Thats changed since I was here.For example, one evening when it was so warm, I st
5、ayed awake on purpose until half past eleven in order to have a good look at the moon by myself. But as the moon gave far too much light, I didnt dare open a window. Another time five months ago, I happened to be upstairs at dusk when the window was open. I didnt go downstairs until the window had t
6、o be shut. The dark, rainy evening, the wind, the thundering clouds held me entirely in their power; it was the first time in a year and a half that Id seen the night face to face.SadlyI am only able to look at nature through dirty curtains hanging before very dusty windows. its no pleasure looking
7、through these any longer because nature is one thing that really must be experienced.Your,AnneFriday, 10 July 1942When we arrived at Prinsengracht, we went quickly upstairs and the hiding place. We closed the door behind us and we were alone. Margot had come faster on her bicycle and already waiting
8、 for us. All the rooms were full of boxes. They lay on the floor and the beds. The little room was filled with bedclothes. We had to start clearing up at once, if we wished to sleep in comfortable beds that night. Mummy and Margot were not able to help. They were tired and lay down on their beds. Bu
9、t Daddy and I, the two “helper” of the family, started at once. The whole day we unpacked the boxes, filled the cupboards and tidied, until we were extremely tired. We did sleep in clean beds that night. We hadnt had any warm food to eat all day, but we didnt care. Mummy and Margot were too tired an
10、d worried to eat, and Daddy and I were too busy.FRIENDSHIP IN HAWAIIEvery culture has its own ways to show friendship. On the islands of Hawaii, friendship is part of the “aloha spirit”. In the language of the Hawaiians who first settled the islands long ago, aloha had a very special meaning. That i
11、s “to be with happiness”. Hawaiians believe that once somebody loves the land, they are ready to love their people or community. This is the second most import sign of friendship. It is called lokahi in Hawaiian language, which means “oneness with all people”. To enjoy the land you should not be sel
12、fish. The land is for everyone who lives on it. Today many different people call Hawaii their home. Indeed, Hawaii is a place where people make one big community from many smaller communities. Each person gives kokua (help) to other people so that all fell stronger. Its believed that the islands can
13、 be a paradise when the people live in peace. People are told that their actions should be as gentle as the wind that blows from the sea. When problems happen, people are asked to solve them with understanding. So when people of Hawaii talk about ohana (family), they are really talking about all tho
14、se who live on the islands. Living in peace, Hawaiians have developed a third sign of friendship. This personal friendship is shown by giving leis to one another. The lie, a string of flowers, is put over a friends neck. Then the friend is given a kiss on cheek. Visitors to the islands are also give
15、n lies. When they hear aloha, visitors begin to feel at home. Aloha also means “goodbye”, so visitors will hear it again when they leave. It can also mean “our hearts singing together”. Perhaps this is how most visitors will remember their new friendship.Unit 2THE ROAD TO MODERN ENGLISHAt the end of
16、 the 16th century, about five to seven million people spoke English. Nearly all of them lived in England. Later in the next century, people from England made voyages to conquer other parts of the world and because of that, English begin to be spoken in many other countries. Today, more people speak
17、English as their first, second or a foreign language than ever before. Native English speakers can understand each other even if they dont speak the same kind of English. Look at this kind of example: British Betty: Would you like to see my flat? American Amy: Yes. Id like to come up to your apartme
18、nt. So why has English changed over time? Actually all languages change and develop when cultures meet and communicate with each other. At first the English spoken in England between about AD 450 and 1150 was very different the English spoken today. It was based more on German than the English we sp
19、eak at present. Then gradually between about AD800 to 1150, English became less like germen because those who ruled England spoke first Danish and later French. These new settlers enriched the English language and especially its vocabulary. So by the 1600s Shakespeare was able to make use of a wider
20、 vocabulary than ever before. In 1620 some British settlers moved to American. Later in the 18th century some British people were taken to Australia too. English began to be spoken in both countries. Finally by the 19th century the language was settled. At that time two big changes in English spelli
21、ng happened: first Samuel Johnson wrote his dictionary and later Noah Webster wrote The American Dictionary of the English Language. The latter gave a separate identity to American English spelling.English now is also spoken as a foreign or second language in South Asia. For example, India has a ver
22、y large number of fluent English speakers because Britain ruled India from 1765 to 1947. during that time English became the language for government and education. English is also spoken in Singapore and Malaysia and countries in Africa such as South Africa. Today the number of people learning Engli
23、sh in China is increasing rapidly. In fact, China may have the largest number of English learners. Will Chinese English develop its own identity? Only time will tell.STANDARD ENGLISH AND DIALECTSWhat is standard English? Is it spoken in Britain, the US, Canada, Australia, India and New Zealand? Beli
24、eve it or not, there is no such thing as standard English. Many people believe the English spoken on TV and the radio is standard English. This is because in the early days of radio, those who reported the news were expected to speak excellent English. However, on TV and the radio you will hear diff
25、erences in the way people speak. When people use words and expressions different from the “standard language”, it is called a dialect. American English has many dialects, especially the Midwestern, southern, African American and Spanish dialects. Even in some parts of the USA, two people from neighb
26、ouring towns speak a little differently. American English has so many dialects because people have come from all over the world. Geography also plays a part in making dialects. Some people who live in the mountains of the eastern USA speak with an older kind of English dialect. When Americans moved
27、from one place to another, they took their dialects with them. So people from the mountains in the southeastern USA speak with almost the same dialects as people in the northwestern USA. The USA is a large country in which many different dialects are spoken. Although many Americans move a lot, they
28、still recognize and understand each others dialects.THE OXFORD ENGLISH DICTIONARYYou may think that English dictionaries have been used for many, many centuries. The spelling of English has always been a problem but it was more of a problem in the days before a dictionary. Then people could spell wo
29、rd in different ways which you might find it interesting. But it made reading English much more difficult. So dictionaries were invented to encourage everybody to spell the same. In fact, an English dictionary like the kind you use today wasnt madeDD凤凰城招商培训计划及内容一、 招商培训计划纲要序号培训内容培训时间1招商人员的形象、礼仪培训12月3
30、0日2商业招商的含义及其内容12月31日3DD凤凰城项目介绍及招商实施计划分解12月31日4招商人员必备的职业素质1月2日5河口区综合商业及核心商圈概况介绍1月2日6零售业态介绍1月3日7商户类型、合作方式介绍1月4日8走访商户、现场接待洽谈1月4日9商户资源的收集1月5日10商户签约流程1月5日11如何进行成功的客户谈判1月6日12DD凤凰城招商百问解答1月7号 本培训计划是根据所运作项目的基本情况、人员特征、时间节点等综合因素拟订，并在今后工作过程中不断加强培训，注重理论联系实际。 培训方式是现场讲解加书面资料学习。二招商培训内容第一项：招商人员的形象、礼仪培训：招商人员的自我形象设计一、
31、微笑 人与人相识，第一印象往往是在前几秒钟形成的，而要改变它，却需付出很长时间的努力。良好的第一印象来源于人的仪表谈吐，但更重要的是取决于他的表情。微笑则是表情中最能赋予人好感，增加友善和沟通，愉悦心情的表现方式。一个对你微笑的人，必能体现出他的热情、修养和他的魅力，从而得到人的信任和尊重。那么，大家在日常的生活、工作中是否面带微笑呢？ 以下是几种训练微笑的方式。一边上提，一边使嘴充满笑意。把手指放在嘴角并向脸的上方轻轻上提：2.双手按箭头方向做“拉”的动作，一边想象笑的形象，一边使嘴笑起来。把手举到脸前：1 或者，人在说“七”、“茄子”、“威士忌”时，嘴角会露出笑意。如果我们用微笑对待他人，
32、得到的也必将是一张张热情、温馨的笑脸。随着手掌上提，打开，眼睛一下子睁大。手张开举在眼前，手掌向上提，并且两手展开：3.二、仪表要求 大家清晨起床都充分计算吃早餐、上班交通所需要的时间，如果你每天早起5分钟对自己的仪表进行检查的话，有可能使你一天的工作增加自信，也可使其他人感到轻松、愉快。男职员 男职员在仪表方面应注意以下事项：女职员 女职员在仪表方面应注意以下事项：三、工作时保持自身良好的仪态 工作中大家应注意自己的仪态，它不但是自我尊重和尊重他人的表现，也能反映出一位金基员工的工作态度和责任感。站姿女职员说明：入座前应先将裙角向前收拢，两腿并拢，双脚同时向左或向右放，两手叠放于左右腿上。如
33、长时间端坐可将两腿交叉重叠，但要注意上面的腿向回收，脚尖向下。男职员说明：可将双腿分开略向前伸，如长时间端坐，可双腿交叉重叠，但要注意将上面的腿向回收，脚尖向下。坐姿说明：入座时要轻，至少要坐满椅子的2/3，后背轻靠椅背，双膝自然并拢（男性可略分开）。身体稍向前倾，则表示尊重和谦虚。说明：正确的站姿是抬头、目视前方、挺胸直腰、肩平、双臂自然下垂、收腹、双腿并拢直立、脚尖分呈V字型、身体重心放到两脚中间；也可两脚分开，比肩略窄，将双手合起，放在腹前或腹后。晨会要求： 除保持正确的站姿外，男职员两脚分开，比肩略窄，将双手合起放在背后；女职员双腿并拢，脚尖分呈V字型，双手合起放于腹前。坐姿也有美与不
34、美之分，以下为错误的坐姿：戴手套或手不清洁摆动幅度过大与第三者说话（目视他人）交叉握手说明：一脚在前，一脚 在后，两腿向下 蹲，前脚全着地， 小腿基本垂直于 地面后腿跟提 起，脚掌着地， 臀部向下。蹲姿如果你在拾取低处的件时，应保持大方、端庄的蹲姿。 四、常用礼节1、握手 握手是我们日常工作中最常使用的礼节之一。你知道握手的基本礼仪知识吗？握手时，伸手的先后顺序是上级在先、主人在先、长者在先、女性在先。握手时间一般在2、3秒或4、5秒之间为宜。握手力度不宜过猛或毫无力度。要注视对方并面带微笑。 2、鞠躬 鞠躬也是表达敬意、尊重、感谢的常用礼节。鞠躬时应从心底发出对对方表示感谢、尊重的意念，从而
35、体现于行动，给对方留下诚意、真实的印象。 鞠躬时要注意以上事项：6、可以看到后背的鞠躬5、驼背式的鞠躬4、双腿没有并齐的鞠躬3、头部左右晃动的鞠躬2、不看对方的鞠躬1、只弯头的鞠躬3、问候 早晨上班时，大家见面应相互问好！ 一天工作的良好开端应从相互打招呼、问候时开始。 公司员工早晨见面时互相问候“早晨好！”、“早上好！”等（上午10点钟前）。 因公外出应向部内或室内的其他人打招呼。 在公司或外出时遇见客人，应面带微笑主动上前打招呼。 下班时也应相互打招呼后再离开。 如“明天见”、“再见”、“Bye-Bye”等。四、文明用语客人来访或遇到陌生人时，我们应使用文明礼貌语言。基本用语 “您好”或“
36、你好” 初次见面或当天第一次见面时使用。清晨（十点钟以前）可使用“早上好”、“您早”等，其他时间使用“您好”或“你好”。 “欢迎光临”或“您好” 前台接待人员见到客人来访时使用。 “对不起，请问” 向客人等候时使用，态度要温和且有礼貌。 “让您久等了” 无论客人等候时间长短，均应向客人表示歉意。 “麻烦您，请您” 如需让客人登记或办理其他手续时，应使用此语。 “不好意思，打扰一下” 当需要打断客人或其他人谈话的情况时使用，要注意语气和缓，音量要轻。 “谢谢”或“非常感谢” 对其他人所提供的帮助和支持，均应表示感谢。 “再见”或“欢迎下次再来” 客人告辞或离开时使用。五、电话礼仪接电话的四个基本
37、原则1、电话铃响在3声之内接起。2、电话机旁准备好纸笔进行记录。3、确认记录下的时间、地点、对象和事件等重要事项。4、告知对方自己的姓名。顺序基本用语注意事项1.拿起电话听筒，并告知自己的姓名“您好，DD凤凰城”。如上午10点以前可使用“早上好”电话铃响应声以上时“让您久等了，我是部”电话铃响3声之内接起在电话机旁准备好记录用的纸笔接电话时，不使用“喂”回答音量适度，不要过高告知对方自己的姓名2.确认对方“先生，您好！”“感谢您的关照”等必须对对方进行确认如是客户要表达感谢之意3.听取对方来电用意“是”、“好的”、“清楚”、“明白”等回答必要时应进行记录谈话时不要离题4.进行确认“请您再重复一
38、遍”、“那么明天在，9点钟见。”等等确认时间、地点、对象和事由如是传言必须记录下电话时间和留言人5.结束语“清楚了”、“请放心”、“我一定转达”、“谢谢”、“再见”等6.放回电话听简等对方放下电话后再轻轻放回电话机上重点1、认真做好记录2、使用礼貌语言3、讲电话时要简洁、明了4、注意听取时间、地点、事由和数字等重要词语5、电话中应避免使用对方不能理解的专业术语或简略语6、注意讲话语速不宜过快7、打错电话要有礼貌地回答，让对方重新确认电话号码电话的拨打顺序基本用语注意事项1.准备确认拨打电话对方的姓名、电话号码准备好要讲的内容、说话的顺序和所需要的资料、文件等明确通话所要达的目的2.问候、告知自
39、己的姓名“您好！我是DD凤凰城部的”。一定要报出自己的姓名讲话时要有礼貌3.确认电话对象“请问部的先生在吗？”、“麻烦您，我要打先生。”、“您好！我是DD凤凰城部的”必须要确认电话的对方如与要找的人接通电话后，应重新问候4.电话内容“今天打电话是想向您咨询一下关于事”应先将想要说的结果告诉对方如是比较复杂的事情，请对方做记录对时间、地点、数字等进行准确的传达说完后可总结所说内容的要点5.结束语“谢谢”、“麻烦您了”、“那就拜托您了”等等语气诚恳、态度和蔼6.放回电话听筒等对方放下电话后再轻轻放回电话机上重点1、要考虑打电话的时间（对方此时是否有时间或者方便）2、注意确认对方的电话号码、单位、姓
40、名，以避免打错电话3、准备好所需要用到的资料、文件等4、讲话的内容要有次序，简洁、明了5、注意通话时间，不宜过长6、要使用礼貌语言7、外界的杂音或私语不能传入电话内8、避免私人电话注：讲电话时，如果发生掉线、中断等情况，应由打电话方重新拨打。六、名片的使用方法 名片是工作过程中重要的社交工具之一。交换名片时也应注重礼节。我们使用的名片通常包含两个方面的意义，一是标明你所在的单位，另一个是表明你的职务、姓名及承担的责任。总之，名片是自己（或公司）的一种表现形式。因此，我们在使用名片时要格外注意。1、名片的准备 名片不要和钱包、笔记本等放在一起，原则上应该使用名片夹。 名片可放在上衣口袋（但不可放
41、在裤兜里）。 要保持名片或名片夹的清洁、平整。2、接受名片 必须起身接收名片。 应用双手接收 接收的名片不要在上面作标记或写字。 接收的名片不可来回摆弄。 接收名片时，要认真地看一遍。 不要将对方的名片遗忘在座位上，或存放时不注意落在地上。3、递名片 递名片的次序是由下级或访问方先递名片，如是介绍时，应由先被介绍方递名片。 递名片时，应说些“请多关照”、“请多指教”之类的寒喧语。 互换名片时，应用右手拿着自己的名片，用左手接对方的名片后，用双手托住。 互换名片时，也要看一遍对方职务、姓名等。 遇到难认字，应事先询问。 在会议室如遇到多数人相互交换名片时，可按对方座次排列名片。会谈中，应称呼对方
42、的职务、职称，如“X经理”、“X教授”等。无职务、职称时，称“X先生”、“X小姐”等，而尽量不使用“你”字，或直呼其名。七、客人接待的一般程序1、客人来访时（1）使用语言 “您好！”、“早上好！”、“欢迎光临”等。（2）处理方式 马上起立，目视对方，面带微笑，握手或行鞠躬礼。2、询问客人姓名（1）使用语言 “请问您是”；“请问您贵姓？找哪一位？”等。（2）处理方式 必须确认来访者的姓名； 如接收客人的名片，应重复“您是公司先生”3、事由处理（1）使用语言 在场时，对客人说“请稍候”；不在时：“对不起，他刚刚外出公务，请问您是否可以找其他人或需要留言？”等（2）处理方式 尽快联系客人要寻找的人
43、如客人要找的人不在时，询问客人是否需要留言或转达，并做好记录4、引路（1）使用语言 “请您到会议室稍候，先生马上就来。”；“这边请”等（2）处理方式 在客人的左前方2、3步前引路，让客人走在路的中央5、送茶水（1）使用语言 “请”；“请慢用”等。（2）处理方式 保持茶具清洁；摆放时要轻；行礼后退出6、送客（1）使用语言 “欢迎下次再来”；“再见”或“再会”；“非常感谢”等（2）处理方式 表达出对客人的尊敬和感激之情； 道别时，招手或行鞠躬礼7、访问客户 在招商阶段经常因各类公务有机会去访问、拜访客户。因此，访问时礼节、礼仪也是非常重要的。（1）、访问前应与对方预约访问的时间、地点及目的，并将访
44、问日程记录下来。（2）、访问时，要注意遵时守约。 （3）、到访问单位前台时，应先自我介绍。“我是同先生预约过的DD凤凰城，能否通知一下先生”等。 （4）、如果没有前台，应向附近的人员询问。 （5）、如果被访问人繁忙时，或先去办理其他事情或改变其它时间再来访问。“您现在很忙，那么我们约在明天点再见面好吗？”等。 （6）、如需等候访问人时，可听从访问单位接待人员的安排。（在会客室等候，在沙发上边等候边准备使用的名片和资料文件等）。 （7）、看见被访问人后，应起立（初次见面，递上名片）问候。 （8）、如遇到被访问人的上司，应主动起立（递上名片）问候，会谈重新开始。 （9）、会谈尽可能在预约时间内结束
45、。 （10）、告辞时，要与被访问人打招呼道别。 （11）、会谈时，要注意谈话或发言不要声音过大。八、办公室礼节应用 在公司的办公场所，接待客人、洽谈业务时，有许多场合需要用到下列礼仪，如果大家能掌握了解它，会使你的工作变得更加自如顺利，客户也产生宾至如归的感觉。（一）引路1、在走廊引路时A、应走在客人左前方的2、3步处。B、引路人走在走廊的左侧，让客人走在路中央。C、要与客人的步伐保持一致。D、引路时要注意客人，适当地做些介绍。2、在楼梯间引路时 让客人走在正方向（右侧），引路人走在左侧。3、途中要注意引导提醒客人 拐弯或有楼梯台阶的地方应使用手势，并提醒客人“这边请”或“注意楼梯”等。（二）
46、开门次序1、向外开门时A、先敲门，打开门后把住门把手，站在门旁，对客人说“请进”并施礼。B、进入房间后，用右手将门轻轻关上。C、请客人入坐，安静退出。此时可用“请稍候“等语言。2、向内开门时A、敲门后，自己先进入房间。B、侧身，把住门把手，对客人说“请进”并施礼。C、轻轻关上门后，请客人入坐后，安静退出。（二）搭乘电梯1、电梯没有其他人的情况A、在客人之前进入电梯，按住“开”的按钮，此时请客人再进入电梯。B、如到大厅时，按住“开”的按钮，请客人先下。2、电梯内有人时无论上下都应客人、上司优先。3、电梯内A、先上电梯的人应靠后面站，以免妨碍他人乘电梯。B、电梯内不可大声喧哗或嬉笑吵闹。C、电梯内已有很多人时，后进的人应面向电梯门站立。第二项：商业招商的含义及其内容（内容现场讲解）第三项：DD凤凰城项目介绍及招商实施计划分解1. 项目介绍2.