12 Elements That Make Great Service Possible
小丫：“伟大的服务需要强烈的事业心，强烈的事业心成就伟大的服务。下面这12个原则教你从最基本做起。”
> 1. Establishing and maintaining a positive attitude;
2. Establishing and achieving goals;
3. Understanding yourself, your co-workers and your customers;
4. Having pride in yourself, your company and what you do;
5. Taking responsibility for your actions, what happens to you, and the success of your company;
6. Listening with the intent to understand;
1. 树立并保持积极的态度；
2. 确定并达成目标；
3. 了解你自己、你的同事以及你的客户；
4. 对你自己、你的公司以及你所做的事感到自豪；
5. 对自己的行为、你身上发生的事以及你公司的成功负责；
6. 倾听的时候要准备好去理解；
☆ 小丫财富大统计
→重点单词
1． establish.vt.成立,建立,确立,确定,
The company was established in 1860. 这家公司创办于一八六零年。
2． maintain.vt.维持, 维修, 继续, 供养, 主张
He has worked hard to maintain his family. 他努力工作来养家。
3． positive. adj.肯定的, 实际的, 积极的, 绝对的, 确实的
I am positive that I gave you his address. 我肯定把他的地址给你了。
4． intent. n.意图, 目的, 意向
What is the intent of that sentence? 那句话的意图是什么?
→重点短语
take responsibility for… 为……负责
You should take responsibility for what you said. 你必须为你所说的负责。
1. Communicating to be understood;
2. Embracing change as a natural progression of things and of life;
3. Establishing, building and maintaining relationships;
4. Gaining the ability to make effective decisions （which means taking risks）;
5. Learning to serve others in a memorable way;
6. Working as a team to make everyone more productive.
1. 沟通时要让自己被理解；
2. 把变化当作事物和生活的自然发展进程；
3. 建立、加强并维持人际关系；
4. 有能力果断决策（这意味着要冒风险）；
5. 学会以令人难忘的方式为他人提供服务；
6. 作为一个团队工作，让每个人做出更多的业绩。
☆ 小丫财富大统计
→重点单词
1．communicate.vt.沟通, 通信
Generally speaking, teachers are able to communicate their ideas clearly. 一般来说教师能把自己的意思表达清楚。
2．embrace.vt.拥抱, 包含，采纳
He embraced my offer to employ him.
他接受我的建议雇用他。
3．relationship.n.关系, 关联
The teacher has a very good relationship with her students. 这位老师和学生们关系很好。
4．memorable.adj.值得纪念的, 难忘的
This was indeed the most memorable day of my life. 这的确是我一生中最值得怀念的日子。
5．productive.adj.生产性的, 生产的, 能产的, 多产的
He is a very productive writer.他是一位多产作家。
☆ 小丫说语法
make everyone more productive
make+宾语+宾语补足语结构，宾补可为名词或形容词。文中的这句就是用的形容词做宾补，翻译成：使，让……做……。如：
They made him their team leader. 他们让他做队长。（名词做宾补）
The news made him happy. 这个消息使我感到高兴。（形容词做宾补）
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