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After-Class Readings

After-Class Readings. National Stereotypes and Business Behavior. COUNTRY Germany France Britain Switzerland Italy the Netherlands Belgium. PEOPLE Germans French British Swiss Italians Dutch Belgians. Passage 1

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After-Class Readings

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  1. After-Class Readings National Stereotypes and Business Behavior

  2. COUNTRY Germany France Britain Switzerland Italy the Netherlands Belgium • PEOPLE • Germans • French • British • Swiss • Italians • Dutch • Belgians

  3. Passage 1 National Stereotypes and Business Behavior 国民特性与商务行为 E.g. The French are not very friendly. The British have an excellent sense of humor. stereotype: an untruth or oversimplification about the traits and behaviors common to an entire people

  4. Creating a National Stereotype for Chinese The stereotype goes that the Chinese are studious, highly intelligent, hard-working and ever obedient. reticent(沉默寡言的) and unwilling to share opinions or ask questions

  5. diligent, creative, intelligent, polite, hospitable, trustworthy, business-minded, science and math whizzes, kind, serious, sincere, persistent, patriotic, well-disciplined, modest, shy, traditional, obedient, conservative, value face a lot lack independent thinking,like to follow the general trend, dwell too much on their past glory, lazy, meeting-goers, idle-talk-lovers, lack cooperation,

  6. Activity A Project for you: Suppose you have just graduated from Zhejiang University and are going be your own boss. But you only have 100,000 RMB to fund your business. How would you make the 100,000 RMB into 1000,000 RMB in three years?

  7. Steps of the Demo Identifying your strength & weakness Introducing your plan Assessing the plan Other considerations

  8. Areas of Your Strengths and Weakness should include Educational Background Expertise and Interest Prior Experience

  9. Complaint: From General to Specific This town doesn’t have any good places for diners.The restaurants are bad: The pizza places are terrible, the chicken place is awful, and the hamburger places serve the worst hamburgers in the world! Residents of Glenwood must travel 40 miles to another city to find good food to eat.

  10. Listen: What is the customer complaining?

  11. (1) Gigantic made all arrangements in advance for the meeting, including lodging in your hotel for all the invited guests. When I presented my card at the reception desk I was told that there was no room available for me. Then the clerk assured me that they would assign me to another room, so I accepted without questioning the location or the condition of the room. (2) Later, when I went to my newly assigned room, I found that it was located in the basement level, directly across from a large noodle restaurant. The odors in my room indicated that the garbage behind that restaurant had not been collected for several days. (3) In addition, later that evening I discovered that there was a bowling alley located next door to my room, and unfortunately, the noise from that activity continued nearly all evening. It was not possible for me to sleep well under these circumstances so I called the desk to ask for another room assignment. …

  12. As a result of the noise and the foul odors, I slept poorly, was tired the following day, and lost an important account (客户) for my company because I was sleepy during the negotiations for the contract. 

  13. The Letter of Complaint and Its Reply A. 写投诉信 当你遭受劣质产品或服务的侵害时，你可以通过写投诉信来争取你的权利和应得的补偿。但是需要注意的是，愤怒和过激的言辞于事无补，只有清晰地陈述投诉的理由和提出合理的建议，才有可能获得满意的结果。投诉信通常包括以下要点： ⅰ． 说明与收信人的相关性，点明写作的意图， 例如： I'm writing to you to complain about your hotel. I had a terrible stay at room 8213 from 12th to 14th in October...

  14. ⅱ． 陈述投诉的原因或具体理由，例如： Firstly, the air-conditioning in my room could not be turned down or switched off. When I asked the reception staff to do something about it, they laughed and told me it was better than being hot. I asked your front-of-house manager and she told me she would send someone to repair it immediately. But no one came.As a result, I was very cold every time I was in the room. Secondly, I found the bathroom dirty and the hot water was always warm...

  15. ⅲ．提出合理的改正建议，例如： I hope you can give me a satisfying explanation to the service I received at your hotel, or make proper compensation for that.

  16. ⅳ．对有关人员做出的努力表示感谢或期待，例如：ⅳ．对有关人员做出的努力表示感谢或期待，例如： I appreciate your help in this matter. I look forward to hearing from you.

  17. B. 回复投诉信 在回复投诉信时，除了及时道歉以外，还要告知弥补过失的具体措施：如何处理不满意的产品及服务，何时替换和修理产品和改善服务等等。投诉信的回复通常包括以下要点： ⅰ．安抚写信人，例如： We very much regret having caused such inconvenience for you. You were right to let us know about the unsatisfactory service you experienced when your washing machine needed to be repaired.

  18. ⅱ．解释原因，例如： But on account of illness John Smith was not able to come till Monday, August 12. ⅲ．补救措施。通常使用“will+动词原形”以示承诺，例如： This will not happen again. I'll investigate the matter.

  19. ⅳ．真诚的道歉，例如： I'm sorry for any inconvenience this has caused you. Please accept our sincere apologies for this delay and the trouble it has caused you. 注意，写投诉信时，无论你的理由多么充分，都要遵循礼貌的原则。“人非圣贤，孰能无过”(To err is human)，只要晓之以理就可以了。回复投诉信时，也是一样。人们常说“A soft answer turns away wrath”。只有言语谦恭，才有可能化干戈为玉帛。

  20. Identify the these parts in the letter. P131 ⅰ．安抚写信人， ⅱ．解释原因， ⅲ．补救措施。 ⅳ．真诚的道歉，

  21. Oral work: Reply Include the following parts: ⅰ．安抚写信人， ⅱ．解释原因， ⅲ．补救措施。 ⅳ．真诚的道歉，

  22. Further Development 3. Planning a New Business

  23. 3.Planning a New Business (Sample) 1) Name of the restaurant:Big Mouth 2) Business hours: 10 a.m. to 12 p.m. 3) Number of seats in the restaurant: 180 (10 big tables for ten and 20 smaller tables for hour). 4)A general description of the inside and the outside of the restaurant (color, style, and so on): The general plan of the restaurant is as follows: 5) A symbol for the restaurant which you’ll put on the outside of the building: 6) Business policies for the new restaurant: Tasty food, reasonable price and good service

  24. 7) Organization of the new restaurant:  Department ofAccountingin charge of accounts Requirements for the manager: certified accountant B. Department of Purchasingin charge of purchases of materials Requirements : knowing the town well and having at least five years’ experience in this field. C. Department of Public Relations in charge of customer service and public relations Requirements : having received training in public relations D.  Department of Security in charge of security of the restaurant Requirements : having at least five years’ experience in this field

  25. 8)Unique service: A.Free fortune cookies for all diners B.Free longivity noodles for the old and birthday cakes for the young if they have their birthday dinners at the restaurant C. Flower basket for newly-weds D.Playing traditional Chinese music as background music 9)Unique food serviced: Cantonese food, Sichuan food, and Northeast food 10)Pricing: (compared with similar restaurants) About the same as that in similar restaurants

  26. Companies & Products List the most successful enterprises and their products.

  27. P& G Value Rank the five values in order of importance in your opinion.

  28. Development Strategy of Haier Haier's development can be divided into three stages : Building a brand name (1984--1991) : seven years to build up a strong brand name in refrigerators through a well-planned TQC (total quality control) system. Diversified development (1992--1998) : seven years diversifying the product catalogue to avoid having all the company's eggs in one basket.

  29. What can we do to support our national industry? Going multinational(since 1998) With the aim of building an international brand name, Haier now has 62 distributors and more than 30,000 outlets around the world. The company's target for the beginning of the next century is to enter the top 500 list of Fortune magazine.

  30. Why are These Companies Successful? Useful expressions for your reference pay special attention to…… sell the brand (打出品牌） put…in the first place tailor(修改，调整）…to the need of… of vital importance recruit…at high cost(以重金招募） arrange for sb. to do sth. make great efforts to… create an atmosphere of to start from the scratch 白手起家 upstart 爆发户 Many a little makes a mickle. 积少成多 In prosperity think of adversity. 居安思危

  31. Sample answer

  32. Business Lessons from the Rain Forest Mind-mapping

  33. Implications of Business Lessons in Chinese Context.

  34. learning organization / living system creative, productive, horizontal competition Supply exceeds the demand. cooperation, trust; honesty; perform social responsibilities, at the expense of environment, essence of business

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