新剑桥商务英语(初级)Unit1-people课件

MODULEONEBUSINESSCOMMUNICATIONIntroduce yourself and others Greet visitors Keeping a conversation going Business cards AIMSSetting2(aftersummerholiday)T:Hi,XX.Longtimenosee.Howwasyourholiday?S:Itsgreat.Setting1T:Goodmorning,ImMax.Imveryhonoredtoseeyouhere.S:Goodmorning,ImXX.Whatsthedifferencebetweenthesetwodialogues?Expressionsongreetings:1.For the first meeting2.Anytime but be regarded as an outsider3.Among friends4.Among friends who havent seen each other for a long timeA:Nice/Glad/Pleased/Goodtomeetyou.B:Nice/Glad/Pleased/Goodtomeetyou,too.A:Howareyou?/Howareyoudoing?B:Imfine/ok/good/great./Notbad.A:Whatup?/Whatsnew?B:Notmuch./Theusual.A:Longtimenosee.Howhaveyoubeen?B:Imfine/ok/good/great./Notbad.pTheyexchangebusinesscards.pTheyshakehands.pTheybowtoeachother.pTheytalkaboutaneutralsubject(suchastheweather)beforegettingdowntobusiness.pTheygetdowntobusinessrightaway.pOneofferstheotheracigarette.pTheyhaveadrinktogether.pTheyhaveamealtogether.InChina,whenbusinesspeoplemeetforthefirsttime,whatdotheyusuallydo?=never=usually=sometimes=notusuallyA Look at the pictures in P.4 and tell the class-Wherearethepeople?-Dotheyknoweachother?-Whatdotheysay?Listentothreeconversations.Matchthemtothecorrectpicture.BLearningstrategyWhenyoudosuchanexercise,youshouldknowhowmanypeopleintheconversationandtherelationshipamongthespeakers;howtoconfirmthebackgroundoftheconversationbykeywordsorphrases,suchasplace,time,maintopic;howtocatchsomeexpressionsusedinthissituation.Listentothreeconversations.Matchthemtothecorrectpicture.B1.tobeexact后插语，常用来补充前面信息的具体细节或数据。Wheredoyoucomefrom?China,Beijing,to be exact.Justoverathirdofalljobsinmanufacturing,36%to be exact.2.IworkforArk.我在Ark公司做事。IminhardwaredevelopmentwithCor.我在Cor公司工作，从事硬件开发。类似的表达方式在同一对话中还有Were in the financial services business.Travellerscheques,chargecards,bankingandthatkindofthing.Im sure youve heard of usAmericanExpress.我们公司从事诸如旅行支票、签帐卡、银行等金融服务业务。我敢肯定你听说过我们公司美国运通。3.Perhapsyouveheardofthem.这也是常用的后插语，用来套近乎。公司或单位在英语里常常可用复数形式来表示，如We或them。4.HowarethingsinSydney?悉尼的情况（生意/业务）如何？如业务多、生意忙，可以说quitebusy或nottoobad；如生意清淡则说quiteslow或notgood。GreetingwaysBowing to each other:Kissing&embracing:Shaking hands:Asiancountries,especiallyinJapanpopularinthewest,especiallyEuropeancountriesmostpopulararoundtheworldBowing:HowtomakeagreetinginJapan?InJapan,thecustomarygreetingisthebow.However,someJapanesemaygreetyouwithahandshake,albeitaweakone.Donotmisinterpretaweakhandshakeasanindicationofcharacter.Ifyouaregreetedwithabow,returnwithabowaslowastheoneyoureceived.Howlowyoubowdeterminesthestatusoftherelationshipbetweenyouand the other individual.When you bow,keep youreyes low and your palms flat next your thighs.Thebusinesscard should be given afterthe bow.This isveryimportanttoremember.KissingYoull probably kiss and be kissed for the firstmeeting.But dont worry.At subsequent meetingsforeignersareexcusedfromallthatcasualkissingiftheydonotwithtoparticipate.For men who do decide to join in,when kissing awomanshandorcheek,dontactuallytouchtheskin.Justkissthefewmillimetersfromherhandorcheek.Cheek-kissing:The proper Britishpeopleusuallykissjustone(ontherightcheek),theFrenchtwice(left,right)andthepassionateBelgiansthreetimes(left,right,left).Hand-kissing:Like the Italians andSpanish,aGermanismorelikely tokissthehand.For non-European women:When amanraisesthehandtohislips,theappropriateresponse is to react as though this the fifthtimeithashappenedthatday,justacknowledgethatgesturewithaslightsmile.For non-Russian men:Somemalevisitorsto Russia are not quite comfortable with beingkissedonthelipsbyRussianmenwhileenfoldedinagreatbearhug.Shakinghands:HowtomakeagreetinginUSA?InUSA,whenmeetingsomeoneforthefirsttime,you should offer a firm handshake,lasting 3-5seconds,upongreetingandleaving.Maintaingoodeye contact during your handshake.If you aremeeting several people at once,maintain eyecontact with the person you are shaking handswith,untilyouaremovingontothenextperson.Howtoshakehands?Palmupwardordownward?Gentlyorfirmly?Upward:yourewarm,equal,friendly.Downward:youresuperiorandeagertocontrolothers.Gently:youreweakanddistant.Firmly:yourewarmbutmaybetooaggressiveoroffensive.Whoshouldextendhis/herhandfirst?Lady or Gentleman?Superior or Inferior?The elderly or the young?Theladyshouldextendherhandfirsttoagentleman.Thesuperiorshouldextendhishandfirsttotheinferior.Theelderlyshouldextendhishandfirsttotheyoung.Howtoshakehandswarmly?Yes,you can.It means youre very warm and sincere and the person youre holding hands with is your closefriend.Youcanevenpathisshoulderwithyourlefthandandholdhisorherhandwithyourrighthand.Can I hold the other persons hand with both hands?Howtoshakehandswarmly?How should a man shake a womans hand?Can I shake hands with a person while sitting?Heshouldonlytouchherfingerssoftly.No.you must stand up to shake hands.But ifyourealady,youcansometimesextendyourhandtoamanwhilesitting.Amanshouldtakeoffhisglovesorhatandthenshakehands.Aladycanshakehandswhilewearingglovesandhat.Anarmymanwearinghisservicecapshouldfirstsaluteandthenshakehands.Dontshakehandsacrosstheothers.Itwillcausebadluck.HandshakingTips:Whatarebusinesscards?Brainstorming QuestionsBusiness cards are cards bearing business informationaboutacompanyorindividual.Theyaresharedduringformalintroductionsasaconvenienceandamemoryaid.Whatcanyouseeinabusinesscard?thegiversnamecompanyaffiliationlogocontactinformationstreetaddressestelephonenumbere-mailaddresseswebsiteItcanalsoincludefaxnumber,telex,bankaccount,andtaxcode.ExchangingnamecardsHowtogiveyournamecards?Youshouldsmileandwalktotheotherpersonandextendyournamecardswithbothhands.Turnyournamecardupsidedownsothattheotherpersoncanreadyourname.ExchangingnamecardsHowtoreceivenamecards?Say“thankyou”.Readthroughthenamecardfirst.Ifyourenot sure about the pronunciation of thename,justaskhimorher.Putthenamecardinthecardcase/cardfile.Dontplaywiththenamecard.Dont put the name card in your pocket,especiallybackinyourtrouserspocket.Chinese:It is disrespectful to write on theirbusinesscardsIndian:NeverStronglyRejectanofferforamealArab:NevergiveorreceiveabusinesscardwithyourlefthandChina/Japan:Usebothhandstogiveandreceivea business card,examine the card and make apositivecommentonitGeneralBusinessCardEtiquetteTipsBusiness cards are an internationally recognized means ofpresentingpersonalcontactdetails,soensureyouhaveaplentifulsupply.Whentravelingabroadforbusiness,itisadvisabletohaveonesideofyourbusinesscardtranslatedintotheappropriatelanguage.Businesscardsaregenerallyexchangedatthebeginningoforattheendofaninitialmeeting.Good business etiquette requires you present the card so therecipientslanguageisfaceup.Makeapointofstudyinganybusinesscard,commentingonitandclarifyinginformationbeforeputtingitaway.NeverwriteonsomeonescardIf you have a university degree or any honor,put it on yourbusinesscard.One rule to follow:always bring five times morecardsthanyouthinkyouwillneed.Since meetings usually involve more than oneperson,eachcardreceivedshouldbeplacedonthetable,like an open deck of cards,in front of therecipientsothattheexecutivecantellwhoheorsheisspeakingwith.MakinganintroductionMaking introductions can be one of the moststressful aspects of good etiquette.A sense ofconfidence and knowing the correct proceduresinvolved in various types of introductions are amust.While one usually knows to use the correcthonorifictitlewhenmakingformalintroductions,one is often unsure which person should beintroducedfirst.Or,isthereaguideline?Setting1(At the ABC Company)Ms.Jones:thenewestcustomerservicerepresentativeofABCCompanyMr.Smith:vicepresidentofABCCompany“Mr.Smith,IwouldlikeyoutomeetMs.Jones,ournewestcustomerservicerepresentative.Ms.Jones,this is Mr.Smith,our vice president in charge ofoperations.”Thebasicguidelineistointroducethemostimportantpersonlast.Setting2(At the ABC Company)Ms.Green:thepotentialclientMr.Smith:vicepresidentofABCCompany“Ms.Green,thisisMr.Smith,ourvicepresidentinchargeof operations.Mr.Smith,this is Mrs.Green,who isconsideringusingourfirmtoadvertisehernewline.”Inbusiness(atleastgoodbusiness)allcustomers,andpossiblecustomers,outrankeveryoneupto,andincluding,theCEO.GeneralIntroductionEtiquetteTipsMenareintroducedtowomen.Introduce the single woman to the married woman.Theyoungareintroducedtotheold.Thehostsareintroducedtotheguests.Thesubordinatesareintroducedtothehigherauthorities.Remembertoalsoaddalittlegeneralinformationaboutthepeopleyouareintroducing.1.Mr.,Mrs.,Ms.,andMiss+surname/familynameMr.=male;Mrs.=marriedfemale;Miss=unmarriedfemale;Ms.=femaleSirorMadamcouldbeusedseparately.Miss could be used for female teacher,waitress,etc.MaamormadamcouldbeusedformarriedfemaleinUSA.2.Title+surnameProfessorBrown,Dr.Blair,PresidentJohnson3.Callpeoplesfirstnameorgivennameamongfamilies,friends,colleaguesandclassmates.Findoutaboutotherlearners.Usethistabletohelpyou.DLearner1Learner2Learner3Learner4NameMikeDell施正荣JeffImmeltBillGatesCountryProfessionCompanyMeetingPeopleDFindoutaboutotherlearners.Usethistabletohelpyou.Learner1Learner2Learner3Learner4NameMikeDellBarbBushJeffImmeltBillGatesCountryProfessionCompanyPracticeNowintroducetwoofthesepeopletotherestoftheclasslikethis:lThisis(name).lS/hesfrom(country).lS/hesa/n(occupation).lS/heworksfor(company).SayingwhereyourefromPracticeA:Wheredoyoucomefrom?B:IcomefromIliveinA:Whereareyoufrom?B:ImfromIworkinBusinessCards Where to keep?When to present?How to present?How to deliver?How to treat?Businesscardsshouldbekeptinacardholderinthevestorjacketpocket.Businesscardsshouldbepresentedatthebeginningofthemeeting.Businesscardsshouldbepresentedwiththegiversnamefacingtherecipient.Businesscardsshouldbedeliveredbyoneorpreferablytwohandsaccompaniedbyalightbow.Businesscardsshouldbetreatedwiththeutmostrespect.KeepingtheconversationgoingThe moment when conversation breaks down betweenyouandyourpartner.Yourebothlookingateachother,andinsideyouregoing,WhatdoIsaynow?Aaaaggghhh!Herearesomemethodsforsolvingthistrouble.A.KnowhowtoexpandaconversationsoitneverstopsinthefirstplaceB.LookforcluesinwhattheysayA.KnowinghowyoucanexpandaconversationYoucandothisinthatway:Asktherightquestions-Thewrongquestionsareclosedquestions.-Therightquestionsareopenquestions.B.LookforcluesinwhattheysayWhenyouspeaktosomeoneyougenuinelyfindeasytotalkto,oneofthethingsthatmakesitsoeasyisthatyou are enjoying the subject they are talking about.Obvious?Well,maybe.Butitseasytomissthefactthatwhenyouarestrugglinginaconversationwithsomeone,oneofthecommonreasonsisbecauseyouarejustnotintowhattheyretalkingabout.Keeping the conversation goingAlAvisitoriscomingtoyourcompany.Youaremeetingthemforthefirsttime.Writedown3questionsyoucanask.1)2)3)Keeping the conversation goingAl3questionslFlight/Journey?lTrip?lWeather?lHotel?Howtochat?goodtopics(neutralsubjects)Asasocialexpert,thefollowingtopicsareverygoodtostartaconversation.weatherbeautifulcountryfoodsports/fashionhobbiestypesofemploymentorcommoninterestsHowtochat?(taboo)Thefollowingtopicsarenotsupposedtobeasked.politicsandreligionincomeagefamilymembershealthpersonalexperienceWeatherHobbiesSportsFamilyJobboring,butcangettheballrolling!listeningtomusic,favoritewebsites,etc.currentmatchesorgames,favoriteteams,etc.generalquestions,notquestionsaboutprivatematters.onceagain,generalquestionsnottoospecific.Commonnon-offensivesmalltalktopics:MediaHometownLatestfashionandtrendsCelebritiesfilms,books,magazines,etc.wheredoyoucomefrom,howisitdifferent/similartothistown.neworpopularstyleofclothes,behavior,etc.anygossipyoumayhaveCommonnon-offensivesmalltalktopics:Small talk is pleasant conversation about common interests.It gets friendships started and break the ice before important business meetings and other events.CommunicationUS/Germany:TalkloudlyIndia/China:SpeakSoftlyHolland/Denmark:SpeakdirectlyUK/Japan:SpeakindirectlyBrazil:AcceptabletointerruptotherswhilespeakingCanada:UnacceptabletointerruptotherswhilespeakingGreece:ExtremelybluntMiddleEast:VeryfloweryKeeping the conversation goingBlListentoBrunoSoarestalkingtoMsNovak,avisitortohiscompanyinPorto,Portugal.Arehisquestionsthesameasyours?lListenagainandwritedownthequestionsyouthinkhelptokeeptheconversationgoing.1.“AreyouMs.Novak?”或”Excuseme,isyournameJackRobinson?”常常用于在机场出口处或饭店大厅内等候或寻找首次要见面的来宾。2.“Itsnicetofinallymeetyoutoputafacetoaname.”“总算看到你了，把人与名字对上号了。”类似的表达有：Wevecommunicatedonlinemanytimes.Itssonicetofinallymeetyoutoputafacetoaname,andtoputavoicetoanameaswell.我们已在网上沟通过无数次，这次终于见到人了把脸（人）与名字对上号了，把声音与名字也对上号了。3.-DoyouliveinPortoitself?-ManypeoplecallthemselvesLondonersthoughtheyliveoutsidethecityproper.itself与proper意思相同。4.WhichpartoftheStatesareyoufrom?-YoureAmerican.AndwhatpartofAmericaareyoufrom?-WhereaboutsinScotlanddotheylive?-WhereareyoufrominFlorida?你是美国人，来自美国具体何地？他们住在苏格兰的什么地方？你从佛罗里达的哪个地方来？（你是佛罗里达哪个地方的人？）1.2 Keeping the conversation goingBM:AreyouMs.Novak?W:Yes,thatsright.M:ImBrunoSores,theSalesManager.Howdoyoudo?W:Howdoyoudo?Itssonicetofinallymeetyoutoputafacetoaname.M:Yes,itis,isntit?Nowcomethiswayandwellgouptomyoffice.IsthisyourfirsttriptoPorto?W:Yes,itis.IvebeentoLisbonacoupleoftimesbefore,butthisisthefirsttomeIvebeentoPorto.1.2 Keeping the conversation goingBM:Andwhatdoyouthinkofit?W:Itseemslikeaniceplace.DoyouliveinPortoitself?M:NoIdont.Iliveintothenorth.Itsabouttwentyminutesfromhere,dependingonthetraffic.Andwhataboutyourself?WhichpartoftheStatesareyoufrom?1.2 Keeping the conversation goingBW:TheMidwest.FromOmaha,Nebraska.Haveyoueverbeenthere?M:No,Ihavent,unfortunately.HowlongareyoustayinginPorto?W:UntilFriday.AndthenImheadingnorth.ToBelgium.M:Right,hereweare.NowcanIgetyouadrinkbeforewestartKeeping the conversation goingDLookatthesequestions.Matchthemtoapicture.Keeping the conversation goingDLookatthesequestions.Matchthemtoapicture.1)Whereareyoustaying?2)Isthetrafficalwayslikethis?3)Whatdoyouthinkoftheconference?4)DoyouworkhereinParis?5)IsityourfirsttriptoNewYork?6)Didyouhaveagoodflight?VVHHHEFindingoutaboutpeopleThis is their first meeting.Student A is going tointroduceStudentBtothewholeclass.SoStudentA is interviewing Student B now to get moreinformation about him/her.Student A should getinformation as much as possible from Student Bwithproperquestions.StudentA:themonitoroftheclass.StudentB:theincomingstudent.FindingoutaboutpeopleAWhatdoyouthinkthissubscriptionformisfor:Abookclub?ACDclub?Amagazine?PleasewriteinBLOCKCAPITALSSurname:_Firstname:_Jobtitle:_Companyname:_Address:_City:_Country:_Tel:_Fax:_FindingoutaboutpeopleSAVE20%ONTHENEWSSTANDPRICEYoupayonlyAUD$4.96perissueinsteadofAUD$6.20IwishtopaybyChequeMasterCardVisaCreditcardAmericanExpressAccountnumber_Validuntil_Signature_FindingoutaboutpeopleSAVE20%ONTHENEWSSTANDPRICEYoupayonlyAUD$4.96perissueinsteadofAUD$6.201.subscriptionn.订阅subscribev.subscribern.订户电话或Internet用户也叫subscriber2.newsstandprice报摊零售价格通常比常年订阅价格高。还有一种类似说法coverprice（封面零售价格）3.BLOCKCAPITAL大写印刷字体，又称blockletter4.jobtitlen.职务、头衔5.accountantn.会计CPA(CertifiedPublicAccountant)注册会计师6.validuntil有效期限，有些信用卡上用validthroughListentothesubscriptionofficecallingPamelaThomasandfillinanymissinginformation.BPaymentcards支付卡的种类creditcard信用卡有信用额度的设限，每个月收到账单时可以一次付清，也可以分期慢慢还款。按规定付出最低还款额后，剩下的部分必须承担利息。而且，大部分的信用卡都能在信用额度内提取一部分现金，叫做cashadvance.chargecard中的一种叫debitcard（贷记卡），是和银行账户挂钩的，无所谓信用额度，使用时直接根据银行余额为限，不超过就ok.不会收到账单因为随着每笔交易直接从银行扣除了。国内也很通行。如美国运通。StudentA:asalespersoninamagazinepublisherStudentB:asubscriberMakeadialoguewiththeinformationonyourtextbook.1.Whatsyourname?2.Whatdoyoudo?3.Whodoyouworkfor?4.Howwouldyoupayit?5.Whatsaccountnumber?6.Whenwillitexpire?/Whatisthe“ValidThroughDate”?YoufirstnamesPamela,isntit?Youareanaccountant,arentyou?YouworkforExtratour,dontyou?CStudythesewaysofcheckinginformation.NowcheckinformationaboutSimonTanlikethis:1)YournamesSimonTan,2)YouworkforMacash,3)YouretheassistantManager,4)YouliveinPortland,5)YoureAmerican,6)Yourenotmarried,isntit?dontyou?arentyou?dontyou?arentyou?arentyou?Pair WorkStudent A notes down something about Student B.ThenaskStudentBtoconfirmwhethertheinformationiscorrectwiththedisjunctivequestion.Practicecheckinginformationaboutotherpeople.LearnerALOOKSATFile1onpage117andlearnerBlooksatFile2onpage120.onGettingtoknowyouLookatwhatthesepeoplesay.Whodoyouagreewith?AOncearelationshipoftrusthasbeenestablished,themomentisrightbusiness.Iliketogetdowntobusinessimmediately.Ifallgoeswell,Imaysocializeafterwards.Manybusinesspeoplefindsocializingmoredifficult than a business meeting.In ameeting theres usually a deadline andeveryoneknowstheyhavetotalkbusinessand they have an agenda to guide them.Socializing is hard because people whodont know each other well have to findtopicsofmutualinteresttotalkabout.B.Howcanyougettoknowabusinesspartnerbetter?IdentifyPOSSIBLETOPICSplay+go+games(ballgames)activityfootball,volleyball,basketball,tennis,table-tennis,golf,cards,mahjongswimming,camping,climbing,cycling,sailing,surfing,shoppingBooks:Films:Music:biography,detective,novel,sciencefiction,travel,etc.action,comedy,horror,sciencefiction,westerns,documentary,etc.classical,jazz,rockandroll,folk,pop,country,blues,etc.B.Whereandwhencanyoutalkaboutthesethings?Generallyspeaking,topicslikeage,wageandmarriageaswellpoliticsandreligionareconsideredsensitiveinWesternculturewhiletopicslikeweather,sports,hobbiesandtravelingareeasilyacceptable.InChineseculture,somepeoplelovetotalkabouttopicslikepoliticsandpersonalincomewithpeopletheymeetforthefirsttime.Someyoungpeopleevenwouldliketoexposetheirpayrollsonline.Listentotwopeopletalkingatdinner.Whodoeswhat?ActivityManWomanMorningbikingGardeningJoggingSailingCinemaReadingC1.sitatthedesk坐在书桌前2.tryandverb争取、设法做某事Iliketotryandkeepfit.我喜欢尽量做运动以保持身体健康。我争取每周做数次慢跑。Itryandgojoggingacoupleoftimesaweek.3.takeup开始对感兴趣；开始从事/参与做活动AndIvetakenupsailing.我还开始喜欢上了帆船运动。4.Whatkindofthingsdoyoulikereading/playing?你喜欢看什么样的书/玩什么样的游戏？5.Youdontlookthetypeofthat!看不出你竟是那种人！或看不出你竟做那种事！Workwithapartner.Find5thingsyouhaveincommon.Youcanaskquestionslikethis:-Whatdoyoudoinyourfreetime?-Doyouplayanysports?-Doyouever?-Doyoulike?-Areyouinterestedin.?DontanswertheclosedquestiononlywithYesorNo.YoumustanswerthequestionwithONESENTENCE.DUseful expressions:lIloveIlike/enjoylIminterestedinImkeenonlIquitelike/enjoylIdontreallylikelImnotreallyinterestedinlIhatelIcantstandJimandEmmaarebusinessassociates.Thisisthefirsttimetheyhavetraveledtogether.Listento two versions of the same situation.Thendiscussthefollowingquestions:Whichversionoftheirconversationisbetter?Why?Playthesecondversionagainandanswerthequestions:How do they encourageeachothertocontinueinthesecondversion?Whatquestionsdotheyaskeachotherinthesecondversion?Yes/NoquestionsarelessproductivewhensocializingthanWh-questions.Whatkindofmoviesdoyoulike?Doyoulikemovies?Nowletsnotedownyourideas.Whatfollow-upquestionscanyouaskinthesesituations?Question1.Didyoureadaboutinthepapertoday?2.Iseverythingallrightwithyourhotel?3.Haveyoubeenawayonholidaythisyear?4.Haveyouseenanygoodmovieslately?5.Whatkindofmusicdoyoulike?6.Whatdoyouliketodoinyoursparetime?7.Willyouhaveanytimetoseethecity?Answer1.Yes.2.Notreally.3.Yes.4.Yes.5.Classical.6.Iliketoread.7.Yes.Follow-upquestion1._2._3._4._5._6._7._Nowlistentotherecordingandcompareyourfollow-upquestionswiththemodelversions.1.Whatdoyouthinkofit?2.Well,whatstheproblemexactly?3.Erdid you go somewhere nice?(Yes,Spain.)Oh,really,and what part ofSpaindidyougoto?4.Oh,whichonedidyouseelast?Imean,wwouldyourecommendit?5.Oh,andwhoisyourfavoritecomposer?6.Andwhoisyourfavoritewriter?7.Doyouknowwhatyouwanttogoandsee?YouarenowinDubaiInternationalAirportwithyourbusinesspartner.Thisisthefirsttimeyouhavetraveledtogether.Unfortunately,your flight will be delayedduetoaircontrol.Makeadialoguewiththeinformationyoulearnedinclassandtrytokeep the conversation going until you gettheboardingcalls.Youcouldinviteanotherstudenttoactastheannouncerattheairport.lFurther Aheadl新新剑桥商务英语剑桥商务英语l新新剑桥商务英语剑桥商务英语l further aheadl l l Chart Documents