國際人才英語教程 高級 參考答案 Going-Global-Advanced-U6 Provide the public with updates and follow-ups

《國際人才英語教程高級》教師手冊ReferenceanswersUnit6Providethepublicwithupdatesandfollow-upsTakinginReadingReferenceanswers1ThefollowinganswersarefortheT’sreference.TaketheresponsibilitywithcourageProactivelyengagewiththecrisis,don’thidefromitProvidethetruthbeforethemediadoesShowsympathyandemotionsApologizesincerelyandtakeactionsquickly3contaminationthepublictamper-proofpackagingexplosiondevicesmorepublicsupport4ThefollowinganswersarefortheT’sreference.InCase1,thecompanydidthreethingsright.First,itadmitteditsmistakeimmediately,pacifyingpeople’ssuspicionandanger.Second,itvisitedthevictimsandbehavedinahumanway.Third,itquicklytookmeasurestoeliminatethepossibilityofrecurrence.Allthreetacticswonpublicsupport.InCase2,theCEOmadethecommonmistakeoftryingtoevaderesponsibility.Similarly,threethingscanbedone.First,quicklyadmitthatthetrainingforemployeeswasinadequate.Second,takecareoftheinjuredandtellthepublicthecompanyissorryforwhathappened.Finally,increasesafetystandardssoastopreventfutureaccidents.ListeningReferenceanswers1ThefollowinganswersarefortheT’sreference.Deliverthemostimportantmessagedirectlywiththetruth.Donottrytoarguewiththepublic.Describethecrisisclearlysotheotherbusinessesarenotaffected.Followtheruleofthree.Becauseofthelimitsofourshort-termmemory,peoplearenotgoodatcomprehendingthingswithmorethan3piecesofevidenceorsubpoints.Themorepointsthereare,thelesseffectivetheywillbe.21)accurateinformation2)compensating3)personalizedmessages4)emailaddress5)crisismanagementplan6)safetymeasures3ThefollowinganswersarefortheT’sreference.Anothertechniqueistoprovideacontextforthecrisis.Forexample,afteranoilplatformhadaleakageproblem,themanagercanexplainthatthecompanyhadoperatedhundredsofoilplatformsgloballysafelyandsuppliedoilforhundredsofmillionsofconsumers.Thedisasterisatimelywarningforthecompanytoupgradethesafetyproceduressoastoprotecttheplanettogether.ScriptsLiuYang:HiMonica.I’mpreparingthepublicstatementabouttheaccident,andI’dappreciateyouradviceonit.Monica:Noproblem,LiuYang.I’mheretohelp.LiuYang:IjuststudiedsometypicalcasesofPRcrisismanagementandfoundthatitiscrucialtobeF-A-S-T.Monica:“FAST”?Whatdoyoumeanby“FAST”?LiuYang:Oh,pleaseallowmetoexplainit.“F”isforfacts,“A”foractions,“S”forsentiment,and“T”fortenacity.Monica:Thatsoundscreativeandinteresting.Anyfurtherexplanationofeachprinciple？LiuYang:Yes.Forthe“Facts”part,Iplantopresentaccurateinformationabouttheaccident.Iwillstartbysharingthenumberofpeopleaffectedandthestepstakentoensureeveryone’ssafety.Monica:That’sveryimportant.LiuYang:Forthe“Actions”part,Iwilloutlinethestepswearetakingtomakeupforthesituation,includingcompensatingtheinjured.Monica:Good.It’salsoworthmentioningthatweplantoimplementstrictersafetyprotocolstopreventtherecurrenceofsimilarincidents.LiuYang:Definitely.Nowforthe“Sentiment”aspect.Toshowempathytowardtheinjured,wecanarrangeforflowerstobesenttothemalongwithpersonalizedmessagesexpressingoursincereapologies.Monica:Thoseideasarepractical.Additionally,considersettingupahelplineoremailaddresstodealwithanyconcernsorquestionsfromthepublic.LiuYang:That’sagreatsuggestion,Monica.Lastly,the“Tenacity”principle.Weshouldexplainourlong-termstrategy.Thisincludespolishingourcrisismanagementplanandconductingregularreviewsofoursafetymeasures.Monica:Absolutely.Andit’simportanttomentionhowwewillkeepthepublicupdatedonourprogressovertime.LiuYang:Thankyou,Monica.Yoursuggestionsarereallyhelpful.Monica:You’rewelcome,LiuYang.I’mconfidentthatyourspeechwilldemonstrateourorganization’sresponsibilityanddedicationtoaddressingtheaccidenteffectively.BuildingupPreparingforthestructureStructureofacrisisspeech1ThefollowinganswersarefortheT’sreferenceThegoalofacrisisspeechistominimizethenegativeeffectsoftheconsequences.Aspeakercannotfixalltheproblems.Accuratelyreportthecrisissituationsasanopportunitytorebuildreputationandintegrity.Sometimes,acrisisbreaksoutwithoutanyvisiblewarningsigns.Estimatetheexpectedreactionsandrespondtoyourstakeholders(customers,stockholders,employees,media,and/orthegeneralpublic),whiletakingnecessaryactionstohelpthevictims.Aftertheaudienceisinformedofthesolution,makesuretoexplainthepossiblecauseofthecrisistopacifythepanic.Youmaytalktoyourlegalstaffinordertoavoidfalseaccusationsandpromises.Proposeimprovementsandupgradesthatcanhelpeliminatesimilarissuesinthefuture.21)B2)D3)C4)AScriptsDearSNRcustomers,WeareheretoupdateyouontheregrettableincidentthatoccurredatStarryNightRestaurant(SNR)on5thStreet,CarolineDistrict,affectingmanycustomers.Duringthelunchhoursyesterday,wereceivedfeedbackthatsomecustomersfeltsickanddizzywithsymptomssuchasstomachache,vomiting,andnausea.Ourstaffpromptlycalledanambulanceandtransportedtheaffectedcustomerstothenearesthospital.Mostofthemwereabletorecoverwithpropermedicaltreatmentwithinhours.However,onefemaleteenagecustomerisstillunconsciousandreceivingintensivecareintheICU.Wearecloselymonitoringtheircondition.Followingthisincident,weimmediatelycontactedlocalfoodsafetyofficialsandexpertsforassistance.Weobtainedsamplesofallthefoodstuffinourkitchenandsubmittedthemtothelaboratoryfortesting.Theresultsrevealedthepresenceofpesticidesinthreeoutofthetensamples.Uponfurtherinvestigation,wediscoveredthattheseafoodweprocuredforthedaywasnotfromourusuallocalsuppliersbutfromanewsupplierwithoutproperwarehousingandquarantineprocedures.Thesourceofcontaminationiscurrentlyunderfurtherinvestigation.Wedeeplyregretanyharmournegligencehascausedtoourcustomers.

Itisclearthatourdeficientingredientsourcingandinspectionhadallowedpesticides

toremain

presentin

thedishesthatweservetoourcustomers.

Wehavepermanentlyterminatedallourbusinessconnectionswiththatspecificsupplier,andourlawyerispursuinglegalactiontoclarifyourrightsandliabilities.Untilfurthernotice,ourrestaurantwillbeclosedandunderinvestigationbyfoodsafetyofficials.WeareawarethatsomephotosandstoriesaboutthisincidenthavegoneviralontheInternetandsocialmediaplatforms.Weunderstand100%thefeelingsandsharetheconcernsofourcurrentandpotentialcustomers.Afterservingthecommunitysafelyfor10years,thishascomeasashocktoeveryone.Weareterriblysorryforwhathashappened.Allinall,weexpressourdeepestapologiesforthisaccidentandextendourgratitudetoyouforyourpatienceandunderstandingwhilethetruthisbeingdetermined.Wepledgetodoeverythinginourpowertoensurethehealthandsafetyofourcustomersinthefuture.SharpeningtheskillsUsingaproperlanguagestyleforacrisisspeech11)A2)A3)B2ThefollowinganswersarefortheT’sreferenceInformalpartsinSample1:Ladiesandgentlemen,Isincerelyapologizefortheproblemswithproductqualitythatledtotheneedforreturnsandexchanges.We’rereallysorryforwhathashappened.Don’tworry;we’refullycommittedtofixingthisissue.Revision:Ladiesandgentlemen,thankyouallforcomingtoourpressconference.Onbehalfofthecompany,Isincerelyapologizefortheproblemswithproductqualitythatledtotheneedforreturnsandexchanges.Pleaseacceptoursincerestapologiesforwhathashappened.Wewouldliketoreassureourstakeholdersthatwehavesentanemergencyteamof10engineersandmedicstothespottosavetheinjured.InformalpartsinSample2:Themobwasveryrowdyduringtheprotestagainstcutstouniversityfunding,leavingsomeinjured.Fortunately,thosepeoplegotovertheirinjuries.Thatshowsfurtherthatpeopleshouldcountonpropermeasurestovoicetheiropinions.Revision:Withaheavyheart,weannouncethatsomeprotestersintheuniversityfundingcutoutcrywereinjured.Fortunately,theinjuredarerecoveringundersufficientmedicalcareinthemunicipalhospital.Wehopethecrowdcanreturntothenegotiationtabletoexpresstheiropinions.DevelopingthestrategiesExpressingsincerityinaspeech11)applicantswithanexcavatorlicense2)frequent3)returnoninvestment;low-cost,high-profit;lesscompetitivemarkets2ThefollowinganswersarefortheT’sreference.Sorryifweinconveniencedyou(minimizingtheimpactoftheproblem).Thereweresomeissuesthatoccurred,butwecan’treallyexplaineverything(Tryingtoevaderesponsibilitybynottellingthetruth).We’retryingtofixthings,soyourwell-beingmightnotbeournumberoneconcern(Nothavingempathy).Let’snotbotheryouwiththedetailsbecausethey’retechnicalandcomplexanyway(Detailsareneededforclarity).Thanksforyourunderstanding(Noapology).RevisionExample:Wewouldliketoextendourheartfeltapologiestoyou.Weunderstandthattheelderlyrequirethebestqualityaccommodations.Unfortunately,therecentearthquakedestroyedtheheatingsystemoftheresidence,sowearetryingtoinstallamake-doheaterforeveryroom.Wehopetobeabletoreopenwithtwoweeks.Again,pleaseletussayweareterriblysorryforthisinconvenience.Carryingout(略)Lookingbeyond1ThefollowinganswersarefortheT’sreference.1.Thestepsforproducingananimationfilmmightinclude:establishingastory;writingthescript;voicerecording;illustration;animation;musicandsound;etc.2.“Establishingastory”,becausehowevergoodthevisualandsoundeffectsare,amediocrestorywillnotengagetheaudience.21)E2)B3)F4)C5)A6)D7)H8)GscriptsAlex:Ourfilmsstartwithastory.Alongwiththedirectorandthewriter,wefigureoutwhathappensusingsimpledrawings.Fran:It’skindoflikeacomicbook.Alex:Exactly.Andwhilewe’redrawing,productiondesignersandtheirteamstartdesigningtheworldandthecharacters.Whilethey’repaintinganddrawingandsculpting,ourstoryboardsgoto(the)editorial,wheretheystringtogetherallthedrawingsthatwe’vecreated.Staff:Wetimethemout,(and)addmusic,dialog,andsoundeffects.Movie:He’stheonlyonewhoknewwhattheheckwasgoingoaaaaaaahhhhhhh!Fran:Andastheseshotsgothrougheachstageinproduction,we’llupdatethesceneoverandoveragain.Andthisiswherethescienceandthemathcomein.Movie:…whoknewwhattheheckwasgoingoaaaaaaahhhhhhh!Fran:What’snext?Pipeline.We’rereadytostartmakingthefilmyou’llseeinthetheater,andthishappensinaparticularorder.It’stimeforourtechnicalartisttofigureouthowtocreatethemovieonthecomputer.Alex:I’vebeenherefornineyears,andIstillhavenoideahowyouguysturnourdrawingsintothefinishedfilm.Alex:HeyGalyn.Staff:Hey.Alex:You’vebeenheresinceToyStory.Whathasbeenhardoneachfilm?Staff:Well,onToyStory,everything.Here,letmeshowyou.OnToyStory,wewereinventingtheentireprocessfromscratch.MonstersIncorporated,furandclothing.OnCars,reflectivemetalsurfaces.Oneverynewfilm,there’sanewtechnicalchallenge.Fran:Andthecharactershavetomove,sosomeonehastoaddcontrolstothemodel.Alex:Likeapuppet,right?Fran:Yes,ouranimatorswilluseacomputerprogramtomovethecharactersinthedigitalworld.Fran:Nextinthepipeline,sets.Alex:So,forCars2youbuilttheentirecityofLondon?Staff:WeneededahugechunkofthecitybecauseMater