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Архитектура Аудит Военная наука Иностранные языки Медицина Металлургия Метрология Образование Политология Производство Психология Стандартизация Технологии |
НИЖЕГОРОДСКИЙ ГОСУДАРСТВЕННЫЙСтр 1 из 14Следующая ⇒
НИЖЕГОРОДСКИЙ ГОСУДАРСТВЕННЫЙ ЛИНГВИСТИЧЕСКИЙ УНИВЕРСИТЕТ ИМ. Н. А. ДОБРОЛЮБОВА
Деловой английский Для начинающих Учебное пособие
Нижний Новгород 2006 Печатается по решению редакционно-издательского совета ГОУ ВПО НГЛУ. Специальность: Документоведение и документационное обеспечение управления. Дисциплина: иностранный язык.
УДК 811.11(075.8) ББК 81.432.1-93 В 244
Деловой английский для начинающих: учебное пособие – Н.Новгород. Нижегородский государственный лингвистический университет им. Н.А. Добролюбова, 2006. – 103 стр.
Учебное пособие предназначено для студентов II курса, обучающихся по специальности «Документоведение и документационное обеспечение управления». Его Целью является формирование коммуникативной и профессиональной компетенции у студентов в рамках данной специальности.
Составитель И.А. Юсупова, старший преподаватель
Рецензенты: С. И. Нестеренко, канд. филологич. наук, доцент О. С. Андреевских, ст. преподаватель, канд. филолог. наук
© Издательство ГОУ ВПО НГЛУ, 2006 UNIT 1 Introductions
Starting up. Look at the business cards and read the following introductions. Match the speakers to their business cards.
Introduction 1. Good morning. My name is Erika Schulz. I’m a product manager from Germany. I’m in marketing.
Introduction 2. Hello. I’m Nikolai Denisov. I’m from Russia. I’m an accountant.
Introduction 3. Hi. I’m Bo Cheng from China. I’m a university student.
Introduction 4. Hi. I’m from Argentina. I’m a senior manager. My name’s Eva Rosado.
Complete the following introductions with the suitable words. 1. Good morning. My .................. is Mario Beni. I’m a sales manager. I’m from Italy. 2. Hello. I’m John Edwards. I’m from Great Britain. .................. an accountant. 3. Hi. I’m Galina Tarasova ...................... Russia. I’m a school teacher. 4. Hi. I’m from Spain. I’m an engineer. .................. name’s Pablo Rodrigez.
Talk about yourself in a similar way. Vocabulary 1 Write the words from the box under the correct heading. Accountant finance marketing manager technician engineer cashier production director doctor telephone operator human resources receptionist lawyer sales assistant personal assistant
JOB DEPARTMENT Work in pairs. Talk about your job or studies. Example: I’m a technician. / I’m a student. / I’m in finance. Vocabulary 2 Complete the chart of countries and nationalities. Use the following words: Brazilian Polish Germany French Italian Spain Russia Turkey Japanese Swedish China Greece British American COUNTRY NATIONALITY Brazil ............................... ............................... German Italy ................................. ............................... Russian Japan ................................. ................................ Chinese the UK .................................. Poland .................................. ................................ Spanish Sweden ................................... ................................ Turkish France .................................... .................................. Greek the USA ....................................
2. In pairs ask each other questions about the nationality of the following companies: Example: A: Is Sony Japanese? A: Is Givenchy Swedish? B: Yes, it is. B: No, it isn’t. It’s French. Sony-Japanese Aeroflot-Russian Givenchy-French Siemens-German Volvo-Swedish Olympic Airways-Greek Zara-Spanish Michelin-French Gucci-Italian McDonald’s-American
Think or three companies you know. Give their nationalities. Reading Read the text. Then complete the chart. MEET PHIL NIGHT Phil Night is the founder and CEO (Chief Executive Officer) of Nike, a famous sports and fitness company. He is from Oregon, USA. He is 65 and is a very reach man. He is married and his wife’s name is Penny. They have two sons and one daughter. Knight loves sport, including tennis, running and golf. He also loves fast cars. He often says that he loves the fact that Nike is about sports. He has a tattoo of the Nike logo on his left leg. Knight’s advertising agency is Wierden & Kennedy. At his first meeting with Wierden Knight said, ‘Hi, I’m Phil Knight. And I hate advertising.’ But they are still partners after 21 years. At meetings with Wierden, Knight is relaxed and tells jokes. He wears blue jeans, a T-shirt and suit jacket, and a pair of Nike shoes. Knight is interested in Asia, especially Japan. His office is full of objects from Asia. It is in Nike’s World Headquarters in Beaverton, Oregon.
Phil Knight Age Job Nationality Type of company Family Interests
Useful language. CURRICULUM VITAE Name: Cristina Kramer Nationality: Brazilian Address: 21 Royal Park, Muswell Hill, London Telephone: 02089820648 E-mail: CRISKRA@aol.com
Education 2003-2004 Diploma in Business Studies, London Metropolitan University o Degree in Biological Sciences, PUC Campinas, Brazil 1991-1994 Secondary School: Colegio Santo Inacio, Rio de Janeiro, Brazil
..........................
2001-2002 Regional Branch Manager, PE Instruments, Rio de Janeiro, Brazil 1999 set up a new sales office in Rio de Janeiro 2000 trained a team of sales staff 2001 developed new selling methods to increase sales a. Technical Sales Specialist, Brazil Instruments, Sao Paolo, Brazil 1. sold a wide range of instruments, including software 2. organised and presented customer seminars ................................. Fluent in Portugese, Spanish, English and Italian Computer skills: Microsoft Word, Excel, PowerPoint, HTML, Java .................................. Cinema, travel, skiing, aerobics .................................. Professional and personal references available on request
UNIT 2 Companies
Starting up LVMH reports strong sales LVMH company manufactures and sells luxury goods, such as designer clothes, fashion jewellery, watches and luggage. There are several companies in the group. LVMH has 60 famous brands, such as Kenzo, Christian Dior, Donna Karan and others. It has 1500 stores worldwide and is expanding its network. It employs 56000 people. Its head office is in France, but 63% of its staff work outside France. Sales in LVMH rose 14% to $12.7 bn last year. And the leather goods division of the company made especially good progress. LVMH had excellent sales because of its strong brands, store openings and successful new product launches. One of its new products, the Tambour watch, did not have huge sales but it brought custome4rs into the stores. Sales in the US, France and Japan were good. Fewer Japanese tourists travelled last year, but they bought more goods in their home market. Recently LVMH opened a large store in Japan, which is doing well. LVMH is a creative and innovative group. It aims to impress its customers with its high quality and long-lasting products. Its new products – particularly in cosmetics – depend a lot on research and development. LVMH controls every detail of the brand’s image.
Presenting your company Useful Language Outlining the presentation First, I’ll give you some basic information. Secondly, I’ll talk about our stores in other countries. Next, I’ll talk about career opportunities. Last of all, I want to look at our future plans.
Introducing new information Here’s some basic information. Let me add a few figures. Let’s have a look at some statistics. What are our strengths?
Ending the presentation To conclude, I want to tell you about our future plans. Finally, a few words about our future project. Thanks very much for listening to my talk. Thanks for coming to my presentation. Writing A Formal Letter
Salutation When you know the name of the recipient: Dear Mr/Mrs/Ms/Miss Nickolson (In AmE Mr., Mrs. And Ms. Include a full stop). When you don’t know the name of the recipient: Dear Sir or Madam Main Point It is a good idea to put the main point at the beginning of the letter. People read the first paragraph carefully, but not always everything else. Use the pronoun we when writing for your company. This is more formal than I.
Endings When you know the name of the recipient: Yours sincerely When you don’t know the name of the recipient: Yours faithfully (In AmE – Yours truly, Sincerely)
Sign the letter with both first and second names. Then print your name and position under the signature.
Common abbreviations Re: regarding pp (on behalf of) when you sign the letter for another person Enc(s). documents are enclosed with the letter cc: copies (The names of the people who receive a copy are included in the letter.)
Example: Fast Track Inc. 1225 Federal Street Boston, MA 02010 USA Dear Sir or Madam UNIT 3 Business Careers Starting up a) Discuss the following questions. a) Are you ambitious or not? b) Have you already planned your career? c) Where do you see yourself in 10 years’ time? d) Which of the following areas would you like to work in? Why? Sales and Marketing Administration and Personnel Finance Production Management Research and Development (R&D)
b) Choose four most important tips from the list below which can help you to get ahead in tour career. 1. Change companies often 2. Attend all meetings 3. Be energetic and enthusiastic at all times 4. Be the last to leave work every day 5. Find an experienced person to give you help and advice 6. Study for extra qualifications in your free time 7. Be open to new ideas 8. Have a sense of humour
Reading Read the text. WHO IS WHO IN BUSINESS John O’Connor, the Managing Director of Forever Young Ltd., has been working in the beauty industry for nearly fifteen years. He’s been involved in different aspects of the business, from sales to marketing and product development. For about 30 percent of his time he travels overseas and meets international partners. Each year he makes two or three trips to Europe and two trips to Asia. For the last few years he’s been coordinating special development projects for the company. Educated in England, Switzerland and the USA, Mr. O’Connor has been living in Ireland for a number of years. He is married and lives with his wife Susan and their two children, who are under the age of ten. His wife owns a clothes shop and is doing quite well in her business. Mr. O’Connor is fluent in French, German, Italian and Spanish. He arrives at his office at 8:00 a.m. and leaves it at 6:15 p.m. He often spends time in the evenings writing e-mails. In his free time he likes to go running and biking.
Answer the questions. 1. What is John O’Connor? 2. How long has he been working in the beauty industry? 3. What aspects of the business has he been involved in? 4. How often does he travel overseas? 5. He’s been coordinating special development projects for the company, hasn’t he? 6. How long has he been living in Ireland? 7. Is Mr. O’Connor married? 8. Does his wife own a clothes or a shoe shop? 9. What languages does he speak? 10. How does he spend his free time? Give a summary of the text. 5) Talk to your partner about his/her life and career. Ask them questions like these: How long have you been working for this company? How long have you been doing the same work? How long have you been living in this city? How long have you been learning? Are you married or single? What time do you usually go to work? Etc.
Answer the questions. 1) How old is Demis Demiris? 2) Is he married now? 3) How many wives did he have? 4) Where was he educated? 5)What kinds of business is Demis Demiris involved in? 6) Why do you think he closed the Hong Kong branch of Kronos Bank in 1996? 7) In which locations does he have casinos? 8) What do you think about Mr Demiris’ career – is it successful or not? Why?
Vocabulary Translate into English. 1). Сколько денег он получил в наследство? 2). С 1993 года мы вкладываем много денег в судостроение. 3). Мы приобрели рекламное агентство два года назад. 4). Последний конкурс красоты был неудачным. 5).Демис Демирис окончил Гарвардский университет с отличием. 6). Сколько времени Ваша компания выпускает эту модель? 7). Я занимаюсь банковским делом 20 лет. Последние 5 лет я работаю в банке Демириса. 8). Игорным бизнесом мы занимаемся с 1996. 9). Я хорошо говорю на пяти языках: китайском, датском, французском, немецком и шведском. 10). Я получил образование в Швейцарии.
Skills Telephoning: making contact Useful language Making calls. Could I speak to Laurie Thompson, please? Can I talk to David Johnes? Am I speaking to Carmen Diaz? Yes, this is Jake Smith from KMV. I’m calling about... The reason I’m calling is... Could you tell him/her that I rang? Could you ask him/her to call me back? Receiving calls. Who’s calling, please? Could you tell me what it’s about? Just a moment. I’ll connect you. I’ll put you through. Can you hold? I’m afraid there’s no answer. Can I take a message? Can I have your name and address?
Dialogue 1. A Good morning, Fast Track ltd. Which department, please? B I’d like to speak to Susan Turner in Human Resources, please. A Thank you. Hold on, I’ll put you through. C Hello. Human Resources. B Hello. Is that Susan Turner? C Speaking. B Yes, I’m phoning about your advert in Careers Now. Could you send me an application form, please? C Certainly. Can I take some details? Could you give me your name and address, please? B Yes, sure, it’s Jake Smith, which is S-M-I-T-H. And my address is...
Dialogue 2. A Hello. Could I speak to William, please? B I’m afraid he’s not here at the moment. Can I take a message? A Yes, please. This is Anna from Intel. Could you tell him I won’t be able to meet him on Saturday. He can call me back if there is a problem. I’m on 01874982341. B OK. Thank you. Bye.
Dialogue 3. A Hi, John. Dave here. B Oh, hello, Dave. How are you? A Fine, thanks. Listen, just a quick word. B Yeah, go ahead. A Could you give me the fax number for Mobile World? I can’t get through to them. Their phone is always engaged. B I’ve got it here. It’s 02077564237. A Sorry, I didn’t catch the last part. Did you say 4227? B No, it’s 4237. A OK. Thanks. Bye. B No problem. Bye.
2. Make up similar telephone conversations on the following situation: Student A: 1. You receive a call for your colleague, Lilly Miles. Lilly is not at the office at the moment. Take the caller’s details and say that Lilly will call them back. 2. You are Lilly Miles. Telephone the person who called about the job advertisement. Offer to send an application form. The closing date for applications is in three weeks’ time. Student B: 1. You want to apply for the job in the advertisement. Call Lifetime Plc and ask for Lilly Miles. 2. Some time after you call Lifetime Plc, Lilly Miles calles you back. Ask about how you can apply for the job. You also want to know when the closing date for applications is.
Writing MEMO Memos are a kind of documents used only inside the company. They should include the following headings: To/From/ Date/ Subject. They should be short and include only useful information. Points should be arranged in logical order. In longer memos it is normal to number the different points. Memo style is formal or neutral. You can end with your initials or a signature. Example: To: Charles Stancombe CEO From: Maria Castellano Human Resources Date: 15 July 2005 Subject: Appointment: Commercial Manager, France I have interviewed three candidates for this position and recommend the appointment of Tim Scooba. My reasons are as follows: 1. He has the required qualifications. 2. He has a lot of experience with the products we sell in the French market. 3. He speaks French fluently. 4. His removal expences will be minimal as he has no family at present. If you approve our recommendation, I will prepare the contract for signature. Please let me know your decision as soon as possible. M.C. cc.* Thierry Baptiste, CEO cc. – is a common abbreviation for “copies” (The names of people who receive a copy are included in the memo).
Task: You are the head of the interviewing team. You have just interviewed three candidates for the position of a Sales Manager in one of your company’s European subsidiaries. Write a memo to the Sales Director of Fast Foods Inc., explaining the reasons for your choice and describing the candidate’s strengths.
Unit 4 Selling online Starting up Do you enjoy shopping? Do you shop online? Virtual Pocket Money They like using the Internet. They have lots of money to spend. And they spend much more money online than the rest of us. Teenagers are just the right sort of people who Internet retailers want to sell to. And the things they want to buy – games, CDs and clothing – are easily sold on the Web. But paying online is a tricky business for those consumers who are too young to own credit cards. Most of them have to use a parent’s card. However, the problem may be solved in the near future, as new ways of turning pocket money into cybercash are already on the horizon. In general. Teenagers spend huge amounts of money: about $ 153bn in the US and $29,4bn in the UK. Most teenagers have access to the Internet at home or at school – 88% in the US and 69% in the UK. In the US,12- to 17-year-olds spend on average six hours a month online buying something, and the most popular items are CDs, books, games, videos and clothing. In most cases, parents pay for these purchases with credit cards, which is often unsatisfactory for them and their children, because it’s much easier for a child to persuade a parent to buy something on the high street, rather than force them to spend money online. One way to help them convert notes and coins into cybercash is through prepaid cards such as InternetCash in the US and Smart cards in the UK. Each of them conceals a 14-digit number that can be used to load the cash into an online account. This could be really an effective solution to the existing problem of spending money online.
Grammar review You must be 18 or over. Work in pairs. Student A is a receptionist at the Delta Hotel in Greece. Student B is a business traveller. Book rooms for yourself and a colleague. Study the Useful Language box. Then role play the telephone call. A Answer the phone. Give the name of the hotel. B Give your name. Ask for two single rooms with baths from 16 to 20 July. A Check the booking is for four nights from 16 to 20 July. B Price? A $150 per night per single room. B Restaurant? Car park? A Restaurant: yes/ Car park: no. Ask for credit card details. B Visa number: 4912445637141009/ Expiry date: 12/09
Useful Language Receptionist Hello. Capri Hotel. How can I help you? I can give you a single/double room on the first floor. Would you like smoking or non-smoking? So, that’s a single room for two nights, the 4th and the 5th. Can I have your credit card details, please? What time do you expect to arrive? Could you repeat that, please?
Caller I’d like to book a room from Tuesday 4th to Thursday 5th. How much is it per night? Is there a restaurant in the hotel? Is there a car park? Can I pay with American Express/ MasterCard/ Visa? It’s a Visa card. The number is... The expiry date is...
Writing FAX Faxes should always have the following headings: To /From/ Date/Subject. The style of a fax can be very formal, like a business letter, or more simple and direct. This depends on who you are writing to. Number your points or give them a heading. We often use Regards for the ending. More formal endings (Yours sincerely/Yours faithfully) are also possible. Example: MVV Travel Agents To Suni Tapeer, PLC Logistics From Kelly Peep Date 5 April 2005 Subject Flight to Tokyo This is to confirm the details of your flight to Tokyo next week on April 12th. Flight: JAL 674 From: London Heathrow Terminal 3. Departure: 11:45 a.m. Please check in 90 minutes before departure. Arrival: 18:00 Narita, Tokyo. Return: JAL 572 April 17th 6:30 p.m. Please re-confirm 72 hours before departure. Price: $450 I have posted the tickets to your office. Regards Kelly Peep Office Manager
Unit 5 Food and Entertaining Starting up What is “Entertaining”? Example: It’s a kind of seafood/vegetables. It’s a bit like chicken/lamb. It’s quite spicy/rich. You can eat it with pasta/rice.
Tipping a) Match these people to the places where they work. Then make sentences. Example: A hairdresser works in a salon.
b) A tip is a small amount of extra money you give for good service. Which of the people in Exercise 1 do you usually tip in Russia? Do you tip other people? How much do people usually tip? Take a tip from restaurants Why do we tip waiters, hairdressers and taxi drivers but not nurses and shop assistants? According to the research in the US, more than 90 percent of restaurant diners tip their waiter or waitress about 10 percent of the bill. Tips are often a large part of the income of waiting staff. Research shows that, to get tips, some things work and others don’t. There are three main factors which can increase tipping. The first is contact between customer and waiter or waitress. It includes: 1. touching the customer politely on the arm. 2. bending down so your eyes are on the same level as the customer’s. 3. extra visits to the table to check that everything is OK. 4. smiling when greeting the customer and being pleasant. Being helpful and warm makes a big difference. 5. introducing yourself by name. Even things like writing ‘thank you’ or drawing a cartoon on the bill are effective. The second factor is speed. There are three occasions during the meal when speed is important: bringing the menu and drinks and taking the food order; bringing the food; and bringing the bill. It is important to get the speed right. The trick is to understand what the customer wants. A business lunch may be quick or slow: get the timing right and the tip increases. The third factor is giving small gifts – a free aperitif at the start of the meal or a chocolate with the bill.
1. How much do diners usually tip the waiting staff, according to the article? 2. What can increase tipping, according to the article? Choose three answers. 1. giving extra things for free 2. quick service 3. dressing smartly 4. playing music 5. creating a good relationship with customers 3. What can waiting staff do to increase tipping, according to the article? Choose three answers. 1 never touch the customer 2 visit the table often to make sure the customer is happy 3 smile at the customer 4 be pleasant and helpful 5 introduce the customer to the manager 6 ask the customer for their name
Retell the text. Grammar review 1 Match the phrasal verbs in sentences 1 to 8 with their definitions a) to h). 1. Alice is looking after some visitors from Tokyo. 2. They want to look around the city before they go. 3. We look forward to welcoming the new Chief Executive. 4. Our Sales Manager is taking them out tonight. 5. We hope all staff can take part in the visitor programme. 6. We’d like to take up your invitation to visit you next year. 7. We changed the hotel booking when several extra visitors turned up. 8. It was a shame to turn down their invitation to the conference.
1. see the sights 2. arrive/appear 3. get involved in 4. give attention to/protect 5. accept (an offer) 6. wait with pleasure 7. entertain 8. refuse
Dialogue 1. A Would you like a starter? B Yes, please. What would you recommend? A Well, the snails in garlic butter are very tasty. And the tomato soup is very good here. B I’d like the tomato soup. A Great. And I think I’ll have the snails. What would you like for the main course? B Can you help me with the menu? What’s paella? A It’s Spanish. It’s a kind of rice dish. It’s made with seafood. B That sounds nice. I’ll have that. A Right. I think I’ll have the spaghetti. Shall we order dessert later?... A Well, how about some dessert? B Actually, I’ve eaten too much. I’m full. I think I’ll just have some fruit. A OK. And I’ll have the apple pie.
Dialogue 2. A Look! There is a vacant table in the corner. Let’s sit down at the table. B Here is a menu. Let’s read it. Would you like a starter? A Yes, I’d like some chicken broth. What about you? B Well, the choice is not very wide. There is nothing to my taste. A You should try the roast turkey. It’s delicious here. B OK. And what would you have for the main course? A I’ll take the grilled fish. And would you like a dessert? B No, thanks, I’ve had enough. I’m full. A Right. I’ll get the bill then. B Don’t worry. This meal is on me. A Thanks very much. That was a lovely meal. I really enjoyed it.
Dialogue 3. A How can we entertain our visitors next week? B Why don’t we invite them for dinner? A Good idea. Which restaurant would you recommend? B The food is always good at Pierre’s. A That’s right, but it’s usually very busy and there isn’t any parking. B How about a restaurant by the river? A Yes, there is a good Italian restaurant there. Shall I book a table for Wednesday night? B Yes, please. By the way, are there any vegetarian dishes? A Yes, the choice of vegetarian dishes is very wide there. B OK. Can you call the restaurant as soon as possible, please?
1. Make up a similar dialogue on the following topic: E-mails E-mails can have a formal business style or a very informal style, similar to spoken English. A formal e-mail is similar to a standard business letter but usually it is shorter. The e-mail should begin with Dear... and finish with Best wishes or Best regards. You use this style if you are writing to somebody outside the company or somebody you don’t know well. Example: Dear Mr Smith I would like to invite you to dinner after your visit to our company next week, if you have time. Our managing director, Alison Mc Dermott, will also come. I will book a table at an Italian restaurant, Via Venezia, for 8 p.m. on Tuesday evening. The restaurant is next to your hotel in Barchester road. I hope you can join us. Please can you let me know this week. Best wishes Emily Lee
An informal e-mail is for people you know well inside or outside the company. The e-mail often begins with Hi or Hello and finishes with Regards or CU. CU means See you. Other short forms are: TX= thanks RUOK= Are you OK? FYI= for your information Example: Hello, Sally I made an interesting contact at the seminar last week. Pablo Almeira is in charge of Research and Development at Rozlin Electronics in Seville. He is very interested in our new training software and wants you to contact him. Here is his e-mail address: Pablo.almeira@rozelex.com Hope he’s useful for you! CU Emily
Write an e-mail to a foreign customer who you are going to entertain. Invite him or her to dinner and give details of the restaurant. Include the date and time and the name and location of the restaurant.
Unit 6 Stress Starting up a) Which of the following situations are the most stressful for you? Can you add any others? 1. going to the dentist 2. queuing in the supermarket 3. being stuck in a traffic jam 4. going to a hairdresser 5. finding a place to park 6. organising a party 7. having an interview 8. making a speech 9. flying
b) What do you do to relax? Which of the following activities are the most effective for you and why? In what other ways do you relax?
Vocabulary Dealing with stress It is common knowledge that people are stressed at work nowadays because our modern lifestyle can’t provide them with an opportunity to relax properly. And the problems they have to deal with are becoming one of the main causes of stress not only at work, but at home as well. Another major cause of stress at work today is increasing job insecurity. People are afraid that they can lose their job. They don’t feel that it’s safe. Moreover, working long hours is becoming more and more common in all European countries. A typical family nowadays is a working family where both the members have a job and spend most of their time at their work place. It ruins the work-life balance of people and results in family problems. But men and women deal with stress in different ways. Women are more flexible and seem to cope with pressures better than men. Many working women have double pressure on then because they have to look after their children, work in the home- do the cooking and cleaning – as well as work in a paying job. But the number of women who become ill from stress seems to be less than men. This is because women have a number of strategies to cope with stress. They can express their emotions openly, which men find difficult to do. They can go to somebody and talk about their problems. And in general women don’t pretend that problems don’t exist. Retell the text. Grammar review. Past Simple and Present Perfect Dialogue 1. A Hello. This is Carl Fisher. Can I speak to Janet Porter, please? B Speaking. How can I help you? A I’ve got a problem with my printer. It doesn’t work. B I’m very sorry about that. Please return it and we can look at it for you.
Dialogue 2. A Hello. Barbara Keller here. Can I speak to Pablo Martinez, please? B Hold on, I’ll put you through. .... Hello. I’m sorry, the line is engaged. Would you like to hold? A No. Can he call me back, please? My number is 02049487963. It’s urgent. We have a problem with the air conditioning. It’s broken down again.
Dialogue 3. A Good morning. PK Electronics. Marta Gomez speaking. B Oh, hello. I’m phoning about my microwave. There are no instructions in the package. A I’m sorry to hear that. Which model is it? B Hold on, I’ll check. ... Here it is. It’s the PX2054. A Sorry, can you repeat that, please? B PX2054. A PX2054. I’ll send you some new instructions in the post today.
Dialogue 4. A Good morning. Diana Roberts here. Could I speak to Mike Chang, please? B Speaking. A Hello. I’ve got a few problems with the table you delivered last week. B Can you give me some more information, please? A There is a piece missing and the invoice is incorrect. B Right. Let me note down the details.
Dialogue 5. A Hello. Cindy Dekker speaking. B Hello. This is Richard Marsh. I’ve got a problem with the parts you sent me. A Oh, dear. I’m sorry to hear that. Can you give me the details? B Yes, well. I want part number PV202, not PB204. It’s the wrong part. A OK. Please return them as soon as possible. We can give you a refund or we can send you some new ones. B That’s fine. Please send me some new ones right away. A OK. Thanks for calling. Goodbye. B Thanks for your help. Goodbye.
Useful language Telephone messages For a telephone message write down only the important information. Use note form. Make sure you write the correct telephone number of the caller. Include your name as well.
Example: To: Donny Randall Name of caller: Brett Sinclair Date: 7th April Time: 10:15 a.m. Message: Meeting place with Adriana changed from Grappa’s to Cafe Continental. Be there at 9:00 p.m. Action: Call back if problems 016997207743. Signed: Frank Churchill Unit 7 Marketing Starting up 1. “The four Ps” form the basis of the marketing mix. If you want to market a product successfully, you need to get this mix right. Match the ‘Ps’ to their definitions. Product the cost to the buyer of goods or services Price informing customers about products and persuading them to buy them Promotion where goods or services are available Place goods or services that are sold
Speaker 1 I really wanted it, but when I tried to buy it, I just couldn’t get it anywhere. My friend heard that it was in one shop and he queued there for ages, but they’d run out by lunchtime.
Speaker 2 The company held a party on a river boat to launch their new campaign. It was absolutely fantastic. We also got a free gift at the end.
Speaker 3 The shoes were really expensive but definitely worth it. I think the fact that they are so expensive really distinguishes them from the competition. Speaker 4 I’ve had this briefcase for 20 years and it still looks good. The material is high quality and long-lasting.
Selling Dreams Ferrari, Italy’s maker of sports and racing cars is one of the most famous brands in the world. The company got its high reputation among the world’s corporate giants almost without the help of an advertising department. Only in 1993 Ferrari created a marketing department. It just doesn’t need any extra advertising. Only parking these exciting automobiles is enough to draw a crowd. Customers are now spending more money on products they desire rather than on products they simply need. All companies must therefore produce goods of very high quality. Like Ferrari, all companies must create and sell “dreams”, which possess certain emotional qualities that match customers’ strongest desires. Statistics for luxury goods shows some interesting facts. The largest market for the car maker’s products in the world is Switzerland, with 220 Ferraris sold in 1997. The company, on the other hand, sells only 2.7% of its cars to women. Rolex and the highest number of luxury watches are sold in Italy, while Japan continues to be the leading market in the world for leather goods from Gucci and Ferragamo. China, amazingly, appears to be drinking a lot of Hennessy cognac. 1. Answer the following questions on the text: 1. Which are the biggest markets for these products? 1. Ferraris 2. Rolex watches 3. Leather goods 4. Hennessy cognac 2. What do these numbers in the article refer to? 1. 1993 2. 220 3. 1997 4. 2.7 3. What was unusual about Ferrari’s marketing until 1993? 4. What should all modern companies do?
Discuss these questions. a) Which companies and products in your country are you most proud of? b) Why do you think customers are now spending more money on products they desire rather than on products they need? c)What do you think is the difference between a need and a desire? Give examples.
Grammar review Sales Leaflets Sales leaflets must be clear, simple and easy to understand. It is usually inserted into magazines or sent out in the post. It is used to attract attention and it should communicate the reason why people should purchase this particular product or service. It should also contain a slogan. In a sales leaflet you should provide some way for the public to contact you (usually a telephone number).
Example: Sullivan’s Summer Sun Savers Book your Greek summer holiday before the end of April and save up to 20% on normal prices! For full information about our range of exclusive holidays call 01807 476 666 for our FREE brochure.
(Place for Picture)
Planning Starting up Discuss these statements. 1. Making lists of things to do is a waste of time. 2. If you make a plan you should stick to it. 3. You should plan your retirement from an early age.
Vocabulary Useful language.
Notice Notices are used to inform people about changes of plan or to give instructions or warnings. Notices need a clear heading. Information must be clear. The tone is normally formal. The name and position of the person who wrote the notice and the date must be included.
Example: Drucker and Drucker SOLICITORS STAFF NOTICE On Thursday 29 July there will be a staff and management meeting to discuss opening a New York branch of the company. We look forward to hearing your suggestions as to how to ask for volunteers for relocation.
Joanna Grey Office Manager 26 July 2004
Unit 9 Cultures Starting up a) Do you think it is necessary to pay attention to cultural differences? Why? b) Can you give examples of any cultural differences? c) In what way do you think Russian people are different from foreign people? d) Look at the following tips for visiting a different country or doing business there. Use the words from below to complete these tips. date clothes hours book customs money cards food sport language 1. Find out about the most popular .......................... in the country. 2. Always take ..................... in US dollars. 3. Find out about the normal working .................. . 4. Be careful how you write the .................. . 5. Find out about the most important ..................... and festivals. 6. Learn how to speak a little of the local .................... . 7. Read a ................ about the history of the country. 8. Eat some of the .................... before you go. 9. Wear formal .................... . 10. Translate your business .................. into the local language. Why? Why not? Reading The international manager In recent years, many companies have expanded globally. They have done this through mergers, joint ventures and co-operation with foreign companies. Because of this globalisation trend, many more employees are working abroad in managerial positions or as part of a multicultural team. Although it is common nowadays for staff to work abroad to gain experience, many people have difficulty adapting to the new culture. The failure rate in US multinationals is estimated to be as high as 30% and it costs US business $3 billion a year. Two typical failures have been described in the journal Management Today. The first example concerns a German manager with IBM who took up a position as product manager in England. He found that at most lunchtimes and especially on Fridays, many members of staff went to the pub. 'I stepped that right away,' he says. 'Now they are not allowed off the premises-. It didn't make me very popular at the time but it is not good for efficiency. There is no way we would do that in Germany. No way.' The second example is about an American manager who came to France on a management assignment. He was unable to win the trust of his staff although he tried all kinds of ways to do so. He set clear goals, worked longer hours than everybody, participated in all the projects, visited people's offices and even took employees out to lunch one by one. But nothing seemed to work. This was because the staff believed strongly that the management were trying to exploit them. The German manager's mistake was that he hadn't foreseen the cultural differences. IBM had a firm rule about drinking during working hours. It was not allowed. He didn't understand that staff in other countries might be more flexible in applying the rule. The American manager used the ways he was familiar with to gain the staff's trust. To them, he seemed more interested in getting the job done than in developing personal relationships. By walking around and visiting everyone in their offices, perhaps he gave the impression that he was 'checking up' on staff. His managerial approach strengthened their feeling of exploitation. When managers work in foreign countries, they may find it difficult to understand the behaviour of their employees. Moreover, they may find that the techniques which worked at home are not effective in their new workplace.
John I was in Yemen, in the Middle East, and I was invited to a colleague’s house for dinner. There was a long silence during the meal. I felt uncomfortable. I saw a beautiful table and said, “What a lovely table”. My host laughed and said, “Oh, then please take it”. I said, “Oh, no, I can’t take it”. My host offered it to me three times. It was very embarrasing for us both.
Cameron My good friend Peter joined a French company recently. He made a mistake and used first names rather than family names. The staff were not happy about this. It is always best to be formal at first in France, especially when you start a new job. Peter’s last company was an American company. People were more relaxed there, and they always used first names.
Susan I was in Osaka in Japan and we went out for a meal with our Japanese sales staff. There were lots of bottles on the table and, after a while, I poured my own drink. I didn’t wait for somebody to pour my drink, and I forgot to pour drinks for the others. The Japanese staff looked a bit embarrassed and started laughing.
a. What meal was John invited to? b. What did John look at? c. What was his mistake? 1. He talked during an important silence; 2. He talked about his host’s table; 3. He didn’t want a gift. d. What was Peter’s new job? e. What was his mistake? · He didn’t use first names; · He didn’t speak French; · He didn’t use family names. 6. How did the staff feel when Peter used first names? 7. Where did Susan make her mistake? 8. Who did she go out for a meal with? 9. What was her mistake? a) Susan poured her own drink; b) Susan did not laugh; c) Susan poured too many drinks. 10 What did she forget to do?
Agendas Always put the date , time and venue (place). It is also usual to include the initials of the participants. The first point on the agenda is usually handled by a chairperson. He/ she will explain why anybody is absent, check through the minutes from the last meeting, and allow participants to briefly comment on anything relating to the previous meeting (matters arising). The points are then worked through. They should be arranged so that they lead logically into each other, if possible. A.O.B. means any other business. This is for other relevant issues that were not included in the agenda. Example: Agenda Date: 7 April Time: 14:00 Venue: Building B Room 10-213 Participants: JS, AH, RG, PK, TB
a. Apologies, minutes of the last meeting and matters arising. b. Sales projections for next quarter. c. Recruitment and capital expenditure required for no. 2. d. Company bonus scheme. e. A.O.B. f. Date of next meeting. Unit 10 Products Starting up · Are you keen on shopping? What products do you most like to buy? ·Describe some of your favourite products. Why do you like them? What do they say about you? Where do you keep them: do you always carry it with you or is there a special place at home where you keep them? · What product would you most like to own? Why? · Do you agree or disagree with these statements? Prove your point of view. · Using animals to test new products is wrong. · Companies spend too much on launching and promoting new products.
Vocabulary Describing products · Give Russian equivalents to the following adjectives. Attractive Reliable Economical Comfortable Expensive Practical Fashionable Popular
·Describe some of your favourite products using these adjectives. · Write adjectives with the opposite meanings to those in exercise 1 using the following negative prefixes: Un- In- Im- · Complete the sentences with the words from below. well high best long hard high IBM manufactures ...................-tech computer products. Timberland makes a range of ......................-wearing footwear. Ferrari produces .......................-quality sports cars. Coca-Cola and Pepsico both developed .................-selling soft drinks. Duracell sells ....................... –lasting alkaline batteries. Levi jeans are a ..................-made clothing product.
· Use the adjectives from exercise 4 to describe other companies and products. Example: Nestle makes many of the world’s best-selling food products. · Match the verbs on the left to their meanings. Then put the verbs into a logical order to show the life cycle of a new product. 1 launch a) to stop making 2 test b) to build or make 3 promote c) to introduce to the market 4 manufacture d) to change in order to improve 5 modify e) to try something in order to see how it works 6 discontinue f) to make a plan or drawing 7 design g) to increase sales by advertising, etc. 8 distribute h) to supply to shops, companies, customers
Reading. Launching a new product. Match these words from the text to their definitions. Bald a symbol on a product to show a company’s ownership Enhancing without any hair Variety a particular kind in a range of products To retain increasing the quality or amount of something Trademark to keep or continue to have something
Outdoor Heater Function: To heat the air outside a building Gives out a lot of heat for 26 hours Powered by propane gas Easy to regulate the heat Light and easy to move Can be used in all weathers Easy to clean Attractive design PRICE: $229
Leather Attache Case Function: To carry business documents Expandable case with desktop facility Twin combination locks 3 compartments 2 extra pockets Pen and credit card holders 2-year guarantee Dimensions: 40cm (height) 49 cm (width) 15 cm (depth)
PRICE: $70
Baby Monitor Function: To check the health of a sleeping baby Works up to a 100-metre range Powered by means of battery Low-battery indicator Adjustable volume Has a belt clip and also a stand Easy to use and very light 3-year guarantee PRICE: $48
Juice Extractor Function: To extract juice from fruit and vegetables Juices whole fruit and vegetables (hard and soft) Powerful motor Easy to pour juice Safety locking lid All parts easy to remove and can be washed in a dishwasher Stainless steel filter 10-year motor guarantee, 3-year parts and labour guarantee Free recipe book PRICE: $68
Useful language Introducing the product This is our new product. I’m going to tell you about our new product.
Describing the product Let me tell you about its special features. It’s made of leather/wood/steel/aluminium. It weighs just 2.3 kilos. It comes in a wide range of colours.
Stating the product’s uses It’s ideal for travelling. It’s designed to be used with any type of material.
Mentioning selling points It has several special features. A very useful feature is the energy-saving design. Another advantage is its very small size.
Inviting questions Does anyone have any questions? Would anyone like to ask a question?
Writing. Short Product Descriptions Short product descriptions are often found in catalogues. Technical product descriptions are normally written in bullet points. The text focuses on technical details that are important for the reader. Example: GVC home movie system Digital MiniDV Camcorder with Nylon Carrier and 60-minute cassette 6.4 cm LCD colour monitor 70x digital zoom and digital colour night scope for colour pictures in the dark Long play function and digital picture stabiliser
Product descriptions for cosmetic products focus more on colour, smell or taste, and how you will feel when you use the product.
Example: Bianca Toothpaste Wake up with Bianca! Bianca Toothpaste is made of a refreshing mixture of peppermint and eucalyptus, leaving your mouth clean, fresh and ready to start the day.
References a. Cotton D., Falvey D., Kent S. Market Leader: Pre-Intermediate Business English Course Book.- Longman, 2002. b. Dooley J., Evans V. Grammarway 3: English Grammar Book.- Express Publishing, 2000. c. Английский язык для студентов педагогических вузов. II курс: учебник/ Кашурникова Л.Д., Бойцова Т.А., Жигалев Б. А. и др.- М.: Высш. шк., 1995.- 367 с. d. Кутний Е.А. Бизнес-корреспонденция на английском языке.- М., 2005. e. Проведение деловых бесед и переговоров. Как добиться своей цели,/ Под ред. Л.Д. Николаева.-М., 2003. f. Чуковенков А.Ю., Янковая В. Ф. Практика ведения деловой переписки в англоговорящих странах.// Секретарское дело. 1998. №1. С. 31-39.
ДЕЛОВОЙ АНГЛИЙСКИЙ ДЛЯ НАЧИНАЮЩИХ Учебное пособие Составитель Ирина Александровна Юсупова Лицензия ПД № 18-0062 от 20.12.2000
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Деловой английский Для начинающих Учебное пособие
Нижний Новгород 2006 Печатается по решению редакционно-издательского совета ГОУ ВПО НГЛУ. Специальность: Документоведение и документационное обеспечение управления. Дисциплина: иностранный язык.
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Деловой английский для начинающих: учебное пособие – Н.Новгород. Нижегородский государственный лингвистический университет им. Н.А. Добролюбова, 2006. – 103 стр.
Учебное пособие предназначено для студентов II курса, обучающихся по специальности «Документоведение и документационное обеспечение управления». Его Целью является формирование коммуникативной и профессиональной компетенции у студентов в рамках данной специальности.
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Рецензенты: С. И. Нестеренко, канд. филологич. наук, доцент О. С. Андреевских, ст. преподаватель, канд. филолог. наук
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