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02 溝通協商

談判交流有技巧

dialogue

the two parties are negotiating about the products price.

談判雙方正在就產品價格進行協商。

a: i'm interested in your computers, but i'm wondering about the price you'll possibly offer.

a：我對你們的電腦很感興趣，但是不知貴方會出什么價？

b: as far as that style of computers is concerned we have agreed on a unit price of 400 dollars for at least 50, and we can't go below that price for an order of this size.

b：就那種型號的電腦而言，我們同意給400美元的單價，但必須至少購買50臺，對這樣的訂購量我們不可能低于這個數。

a: your price is much higher than i expected. we are making a large order of 200. could you give us a little discount?

a：你們的價格比我預期的要高很多。我們計劃200臺的大訂貨量，能給我們折扣嗎？

b: i know you're making a large order but you are also getting excellent products at a very large discount. 400 dollors is almost the lowest price we can offer.

b：我知道你們的訂購量很大，但你們也是以很大的優惠購買質量上乘的產品。400美元是我們能給的最低價。

a: i'm afraid i can't agree with you. your price is much higher than other companies'. we can't buy with your offer.

a：恐怕我不能同意你們的價格。你方的價格比其他公司的價格高出很多。我們不能接受這個價格。

b: well, what do you suggest then? how about 5%? the price is already a little tight,and our profit margin is not that large.

b：好吧，你覺得多少優惠合適？5%怎么樣？這個價格已經有點勉強了，我們的利潤沒有那么高的。

a: let's close the deal at a discount of 8%,ok?

a：讓我們以每臺優惠8%的價格敲定這樁生意，好嗎？

b: you drive a hard bargain! ok, that's a deal.

b：你真會討價還價。好吧，就這么定了。

notes

1. discount ['diskaunt] n. 折扣，貼現率；v. 打折扣，貼現；不重視

2. margin ['mɑ:d?in] n. 邊緣，余地；幅度；利潤；頁邊空白；定金

3. close the deal 達成交易

4. hard bargain 吃虧的買賣；條件苛刻、沒有讓步的協議

小貼士

在雙方談判交流的過程中，一定要注意傾聽對方的發言，如果對對方的觀點已經了解，可以說：i see what you mean.（我明白您的意思。）如果表示同意，可以說：that would be nice.（那樣太好了。）或者i agree with you.（我贊成。）如果是可以接受但必須有條件，可以用on the condition that這個句型，例如：we accept your proposal, on the condition that you place a large order than 5000.（如果您訂購超過5000臺，我們會接受您的提議。）

另外，在與外商尤其是歐美國家的商人談判時，如果有不同意見，最好坦白直率地提出來，而不要拐彎抹角。比如無法贊同對方的意見時，可以說：i don't think that's a good idea.（我并不認為那是個好主意。）或者frankly speaking, we can't agree with your proposal.（坦白地講，我無法同意您的提案。）如果是拒絕，可以直接說：we can't accept. it's too high.（這個價格太高，我們不能接受。）

應對糾紛有妙招

dialogue

maggie is busy with her work in the office. customer comes to voice a complaint about sending wrong products. and maggie is dealing with that for the customer.

麥琪正在辦公室忙碌著，一個客戶來投訴說發錯貨了。麥琪正在為客戶處理這件事。

maggie: i have to apologize to you again. i promise it will never happen again.

麥琪：我再次向您道歉，我保證以后不會再出現類似情況了。

customer: i have never thought that you have sent me the wrong products! what am i supposed to do now?

客戶：我從來沒有想到你們把我的貨全發錯了。現在怎么辦？

maggie: i'm terribly sorry. the person in charge of your company's supplies is a green hand. we'll resend the products to you at once.

麥琪：真的很抱歉，負責給您供貨的人剛來不久，我們會馬上給您重新發貨。

customer: i'm under pressure to make delivery to my clients with the terms of the contract. i am not going to tear up the contract.

客戶：我還要趕著給我的客戶按合同交貨，我可不想違約。

maggie: here, i'll give you a higher discount on these products. besides, we'll compensate for all the losses caused by our mistake. how about that?

麥琪：這樣吧，這批貨我給您再優惠點兒。另外由于我們的失誤給您造成的損失，我們會全部賠償。您看行嗎？

customer: all right! since you are sincere,i'll say nothing more. thank you.

客戶：好吧。既然你這么有誠意，我也不再說什么了。謝謝。

maggie: that's all right. we hope to provide you with good service for many years to come.

麥琪：不用謝。為了能建立長期的合作，我們希望給您提供滿意的服務。

notes

1. green hand 新手，無經驗的人

2. make delivery 交貨

3. tear up 撕毀，撕破

4. compensate ['k?mpenseit] v. 補償，賠償；付報酬

小貼士

爭議（dispute）是指交易一方認為對違反合同規定，或因對方不履約或不完全履約所引起的糾紛。爭議的解決（settlement of disputes）是指雙方當事人就爭議所做出的處理。其方式可分：協商（negotiation）、協調（conciliation）、仲裁（arbitration）和訴訟（litigation）。常用的句型有：

1. i think all disputes between us shall be settled amicably through negotiation.

我認為我們之間的所有爭議應通過友好協商解決。

2. we promise to try to solve the matter to your satisfaction.

我們保證設法解決問題，讓貴公司滿意。

3. our company will cover the losses arising from it.

因此而產生的損失由我方承擔。

4. we agree to compensate for all the losses, but ask you to drop the lawsuit.

我們愿意賠償所有的損失，但是我們要求貴公司撤訴。

5. if no settlements can be reached through negotiation, the case shall be submitted to the arbitration commission for arbitration.

如果協商不能解決，該案件應提交仲裁委員會仲裁。

6. we feel pity that you shipped bulk products not corresponding in quality with the sample.

你們運來的這批貨與樣品的質量不相符，我們深感遺憾。

團隊合作人心齊

dialogue

elvin has been in the new company for two months. his friend zina wants to know how elvin gets along with his job.

埃文在這家新公司已經工作兩個月了。他的朋友吉娜想了解一下他的新工作怎么樣。

zina: hi, elvin. how do you like your new job?

吉娜：你好，埃文。你的新工作怎么樣啊？

elvin: pretty good. my colleagues are all quite easy-going. it's a very friendly place to work. in all, everything is great so far.

埃文：很好。我的同事們都很好相處，工作氣氛很和諧。總之，目前為止，一切都很好。

zina: that's really fine. have you learned the ropes at your new job?

吉娜：那太好了。你對你的新工作熟悉了嗎？

elvin: almost. i work in the sales department. the corporate culture is totally different from my former company. when i was assigned a task at my last job, i was totally on my own. but here most of the work is done in teams. everyone works closely with each other. so i can learn a lot from it and get into the swing of it quickly.

埃文：差不多了。我在銷售部工作，公司的企業文化和我以前所在的公司截然不同。以前我分配到任務后，就只靠一個人來完成。但是在那家公司，大多數的工作都是在團隊里完成的。每個人都要和其他人密切合作。所以我從中學到很多東西，工作也很快就上手了。

zina: that's really nice. team—work is highly valued in many companies. it's very important to be involved in the team at work.

吉娜：很好啊。很多公司都特別注重團隊合作。工作中融入團隊是很重要的。

elvin: yeah, that's good for a positive work environment and helps motivate employees. i prefer it to working independently. my former boss was extremely controlling and overbearing.

埃文：是呀，這樣就有利于創造一個積極的工作環境，并能激勵員工。和單打獨斗比起來我更喜歡團隊合作。我過去的老板控制欲就特別強，還很專橫。

zina: well, now you don't have to worry about that. your new place sounds really good.

吉娜：現在你就不必擔心了，你的新工作聽起來真不錯。

notes

1. corporate culture 企業文化

2. assign [?'sain] v. 分配，指派；歸因，確定；n. 受讓人，接受財產等轉讓的人

3. get into the swing of 開始熟悉

4. overbearing ['?uv?'b??ri?] adj. 傲慢的，驕傲自大的，蠻橫的

小貼士

team spirit in recent years has been getting more and more attention by the enterprise operators and has been adopted by most of them. obviously, dictatorial management behavior hasn't existed any more in modern society. neglecting of the role of team means large loss in the operation of the business. in order to enhance the team cohesion, team spirit training arises at the historic moment.

近年來團隊合作受到企業經營者越來越多的關注，并且被大多數采用。顯然，在當代社會，個人獨裁的管理行為已經不復存在。忽視團隊的作用就意味著在經營中會產生巨大損失。為了提高團隊的凝聚力，團隊合作培訓就應運而生了。

what makes a good team?

1. the members work towards a common objective.

2. the members co-operate fully with each other.

3. the members trust each other.

4. the members share information effectively within the team.

5. the members listen to different points of view.

6. they talk openly and honestly within the team.

7. when people are under pressure, others offer help.

如何成為一個優秀的團隊？

1. 團隊成員要為一個共同的目標努力。

2. 成員之間相互密切合作。

3. 成員之間相互信任。

4. 團隊能夠有效地分享信息資源。

5. 成員之間善于聽取意見。

6. 成員之間話題公開，坦誠相對。

7. 遇到壓力時，成員間會互相幫助。

期待更詳細的資料

dialogue

david is calling his customer to increase the possibility of successful cooperation.

戴維正在給客戶打電話以增加合作成功的可能性。

david: hello, this is david white from abc company. may i speak to mr. smith?

戴維：你好，我是abc公司的戴維·懷特。我找史密斯先生。

mr. smith: speaking. what can i do for you, mr. white?

史密斯先生：我就是。請問有什么事，懷特先生？

david: i'm sorry to bother you. i was told that you have an intention to cooperate with us, don't you?

戴維：很抱歉打擾您了。聽說您有意向和我們合作，是嗎？

mr. smith: yes, i do.

史密斯先生：是的。

david: thank you for your attention to our company. i have a feeling that there will be a bright future for us to cooperate within the field. is there anything that i can offer you?

戴維：感謝您對我們公司的關注。我覺得我們在該領域的合作會有非常好的前景。有什么我能幫您的嗎？

mr. smith: hmm…i appreciate your sincerity. i'd like to know more about your company. could you send me some details about your company and products?

史密斯先生：嗯，非常感謝貴公司的合作誠意。我想更多地了解你們公司，你能給我發一些關于貴公司和公司產品的詳細資料嗎？

david: no problem. i will send them to you soon.

戴維：沒問題。我馬上就給您發過去。

mr. smith: that's very kind of you. thank you.

史密斯先生：太好了。謝謝。

david: you're welcome. i will assure you of our business.

戴維：不用客氣。我會盡全力促進我們的合作的。

notes

1. intention [in'ten??n] n. 意圖，目的，意向；打算

2. assure [?'?u?] v. 使確信，使放心；確保

小貼士

1. is it possible to give us some details about the products?

能否給我們提供產品相關的詳細資料？

2. we want to buy food additives. please contact us with the details of your products and price.

我們想訂購食品添加劑，請附帶你們產品的詳細資料和價格與我們聯系。

3. the more we know about you, the more orders we will make.

我們對貴公司了解得越詳細，就會下越多的訂單。