收到超出预期的礼物怎样处理
How should we handle an unexpected gift while acceptance is unconfirmed?
客户意外送来价值不明的大礼篮。你的组织要求先向负责人报告并按规定处理，不能直接拆分给同事。
1 · 先听见真实对话
Colleague: Whom should we ask before using the gift?
You: We should ask the responsible manager how to handle the basket.
Colleague: Why should we wait?
You: We do not yet know whether we can accept it.
Colleague: Where should we record the known details?
You: We should enter the known details in the gift register according to our process.
2 · 理解表达在这里做了什么
gift policy
the rules an organisation sets for gifts
We should check the client’s gift policy.
政策和情境决定可否接受；低价也不自动代表合适。token of appreciation
a modest way to express thanks
The card is a token of appreciation for the team’s help.
token 表示心意，不说明某金额一定被允许；避免把感谢与采购决定绑定。gift register
information about gifts kept openly in the agreed record
We add the details to the gift register.
是否登记及具体内容按组织规定确认；登记本身不代表批准接受。3 · 跟读后，换成自己的信息
We should ask the responsible manager how to handle the basket.
应询问负责人怎样处理礼篮。
We do not yet know whether we can accept it.
我们还不知道是否可以接受。
We should enter the known details in the gift register according to our process.
应按流程把已知详情记入赠礼登记。
Then we can follow the decision and explain it politely to the sender.
随后按决定处理，并礼貌向赠送方说明。
保留沟通意图，换掉人物、文件或时间。简单而准确的句子同样有效。
4 · 接住对方的话
Whom should we ask before using the gift?
应询问负责人怎样处理礼篮。
查看一种可行回答
We should ask the responsible manager how to handle the basket.
Why should we wait?
我们还不知道是否可以接受。
查看一种可行回答
We do not yet know whether we can accept it.
Where should we record the known details?
应按流程把已知详情记入赠礼登记。
查看一种可行回答
We should enter the known details in the gift register according to our process.
5 · 换一个情境，再试一次
What if the gift must be returned?
What if the gift must be returned?
Address the changed condition. Choose a practical next step and explain why it helps.
- My response addresses the changed condition.
- I explain one practical action and its likely effect.
- I make the next step clear.
6 · 明天不看答案，再想一次
Whom should we ask before using the gift?