FINANCE & MARKEING UNIVERSITYCOMMERCE DEPARTMENTBusiness English 1

Student Book

NEW INTERNATIONAL BUSINESS ENGLISH(Bachelor Degree)

Course Book

CLASS: ..........

(FOR INTERNAL USE ONLY)

SYLLABUS

AVTM 1-SGK: NEW INTERNATIONAL BUSINESS ENGLISH

Leo Jones & Richard Alexander

-Lessons:

1. Face to Face

2. Letters, faxes and memos

3. On the phone

4. Summaries, notes, reports

7. Money Matters

8. Dealing with problems

10. Marketing

13. Job and careers

14. Sales and negotiations

NEW INTERNATIONAL BUSINESS ENGLISH

Leo Jones & Richard Alexander

STUDENTS BOOK

UNIT 1: Face to face

1.1 First impressions...(page 7)A Work in pairs Imagine that these people are greeting you when you arrive as a visitor in an unfamiliar office. Discuss these questions with your partner:

What impression does each person give?The first person seems to be sad.

The second person seems to be serious.

The fourth person is very happy.The fifth person is The sixth person

The seventh person .

The eighth person

The ninth person

The tenth person

Which person seems the most welcoming (nim n i vi khch)? Who else? I think the tenth person seems the most welcoming because she is smiling.

STUDENTS BOOK (page 7) B You'll hear each person above talking to a visitor.

Work in pairs Discuss these questions with your partner: (track 1) Which of the visitors are greeted in a friendly and efficient way? (ngi khch no c cho n thn thit v nhit tnh)-The visitors in conversations 1, 2 are greeted in a friendly and efficient way.

Which of the visitors are made to feel welcome? (ngi khch no c cho n nim n)The visitors in conversations 1 is made to feel welcome. What made the unwelcoming people seem unfriendly or unhelpful? (Nhng g lm cho nhng ngi khng c cho n thiu thin cm v b b ri)Unattentive attitude and answering carelessly

1.1 B Transcript [2 minutes 40 seconds]

1. Woman: Good evening. Mr. Green, how nice to see you again.

Man: Good evening, it's nice to be back. How are you?2. Man: Good morning, madam, can I help you? Woman: Yes. I've got an appointment with Mr. Henry Robinson.

3. Woman: Good afternoon, sir.

Man: Good afternoon. I'd like to see Mr. Ferguson, please.

4. Man: Hello, madam, can I help at all?'

Woman: Yes. I'd like lo know what time...

5. 1st man: (brusque) Rr...good morning, sir. Do you have an appointment'.'

2nd man: Yes. I've arranged to see Ms Shapiro. I think I may be a bit early...

6. Ist man: Good morning, sir. Do you have an appointment?

2nd man: Yes. Er... I've arranged to see Ms Shapiro. I think I may be a bit early...

7. Woman: Good morning. Mr. Rossi. How are you today'.'

Man: Just fine, thanks. Is Mr. Grady in yet? Woman: I'll just find out for you...

8. Man: Fr... hello. Miss Macdonald. I'm afraid... er... Mrs. Sanderson isn't back from lunch yet.

Woman: Oh. that's OK. I'll sit and wait if that's all right.

Man: Oh. certainty, would you like some coffee?.'

Woman: Mm. that sounds a good idea, thanks.

9. Woman: (off-hand) Yes?

Man: Good morning, my name's Martin. I'm here to see Mr. Suzuki.

Woman: Who?

Man: Mr. Suzuki.

Woman: Oh. he's busy I think.

Man. Could you let him know I'm here, please?

Woman: OK.

10. Woman: Good morning, sir.

Man: Good morning, my name's Martin. I'm here to see Mr. Suzuki.

Woman: If you'll just take a seat, Mr. Martin. I'll lel him know you're here. Man: Fine, thanks.

Woman: Mr. Suzuki. Mr. Martin's in reception for you...He's on his way down.

C Work in groups

Discuss these questions with your partners:

What impression do you try to give to the people you deal with in business? I try to be helpful, friendly, efficient. What impression do you try not to give? I try not to be unhelpful, serious, prolongated Add some more adjectives to these lists:

I try to be: pleasant sincere efficient .............................................I try NOT to be: unfriendly shy aggressive .......................................

What exactly would you say when you greet a visitor to your office?

..

D You'll hear three conversations in which people are meeting and being introduced to each other:

Listen to what they say to each other and fill the gaps below:

1 Alex White, a new employee, meets Chris Grey.

Alex White: I'd just like to introduce myself. My name's Alex White and I'm the new export sales co-ordinator (ngi iu phi bn hng).

Chris Grey: Oh, yes. I've heard of you. How do you do? I'm Chris Grey. Pleased to meet you. ...

2 Liz Jones, a colleague from Canada, is visiting the office in London.

Tony Harris: Ms Smith, I'd like you to meet Mrs Jones. Mrs Jones is from our sales office in Toronto.

Liz Jones: Hi!

Claire Smith: How do you do, Mrs Jones? I've been looking forward to meeting you.

Liz Jones: Oh, please call me Liz.

Claire Smith: And I'm Claire.

Liz Jones: Hi.

Claire Smith: Well, Liz, did you have a good journey?

Liz Jones: Yeah, not too bad. ...

3 Miss Lucas, a visitor from Argentina, is introduced to Mr Evans.

Mrs Green: Mr Evans, ______________ Miss Lucas? She's from Argentina.

Mr Evans: Yes, I think we've met before. It's ______________!

Miss Lucas: That's right, hello again.

Mr Evans: Fine, thanks. ...

DTranscript |2 minutes 10 seconds]

1. Alex White: Oh. good afternoon.

Chris Grey: Good afternoon.

Alex White: Er... I'd just like to introduce myself. Er... the name's Alex White and I'm The new export sales coordinator.

Chris Grey: Oh. yes. I've heard of you. How do you do? I'm... er... Chris Grey. Pleased to meet you. Er... have you just arrived?

Alex White: Er... no. no. I got here... er... it was yesterday morning, bin it. ... it's the first time I've been up to this floor. So. Chris, what do you'.'

Chris Grey: Well. I'm not sen important really. I'm... er... Jenny Sanlini's assistant. She's head of personnel -have you met her?

Alex White: Oh. yeah. I was introduced lo her yesterday. Actually. I'm looking for Jim Price's office. Am I on the right floor for that?

Chris Grey: Fr... well, no actually. Mr. Price is on the fifth floor. Er... if you take the liti user in the corner you...

2. Tony Harris: Ms Smith... er... I'd like you to meet Mrs. Jones. Mrs. Jones is from our sales office in Toronto.

Liz Jones: Hi!

Claire Smith: How do you do. Mrs. Jones? I've been looking forward to meeting you.

Liz. Jones: Oh. please call me Liz.

Claire Smith: And I'm Claire. Liz Jones: Hi.

Claire Smith: Well. Liz, did you have a good journey?

Liz Jones: Yeah, not loo bad. God. there was all this fog at Heathrow, though.

Claire Smith: Oh no. what happened'.'

Liz Jones: Oh. it was... my flight was diverted to Bournemouth. ye... and then we had to go by bus from

there to London. So... I didn't get to my hotel until lunchtime. It was crazy..,

3. Mrs. Green: Mr. Evans, um... have you met Miss Lucas? She's from Argentina.

Mr. Evans: Yes. I think we've met before, its good to see you again!

Miss Lucas: That's right, hello again. How are you? Mr. Evans: Fine. Thanks. Fr... musl be. what, a couple of years since we last met?

Miss Lucas: Oh. even longer - four years ago I think. In Miami, wasn't it?

Mr. Evans: Yes! Yes. that was an interesting conference! Ha... W... would you both like some coffee'.'

Miss Lucas: Oh. yes. please. Back for me.

Mr. Green: Oh. thanks a lot. Mr. Evans. Er... white with sugar for me.

Mr. Evans: Right.

Mr. Green: Er... Miss Lucas, er... Whereabouts do you come from in Argentina'.'

Miss Lucas: Er... well ... mm... I live in Buenos Aires. But I was raised in Mendoza.

Mrs. Green: Oh. was it ... that's in the north...

-( Work in pairs Listen to the conversations again and notice how the small talk' (social conversation) develops. Discuss how each conversation might continue.

Here are some questions that you could ask a new colleague or client if you want to be friendly and start a conversation:

Did you have a good journey? Is this your first visit to ... ?Do you need any help or information? When did you actually arrive? Where are you staying? Whereabouts do you come from In ...?

E. The class is divided into two teams. If you're in the A Team, look at File 1 on page 146. if you're in the B Team, look at File 31 on page 156. Follow the instructions in your File.F Work in small groups Ask your partners:

What do you find difficult or enjoyable about talking to ...

... someone you've never met before? ... a superior or head of department? ... someone who is considerably older than you?

... people from different countries? (Consider several different nationalities.) ... a large group of people?

1.2 It's a small world

A Work in pairs What do you call someone who comes from each of these countries?

Australia

BrazilCanada

France

Holland

Hungary

India

New Zealand

Norway

Saudi Arabia

Sweden

the USA

if he comes from Scotland he's a Scotsman, if they come from Italy they're Italians.

If she comes from Ireland she's an Irishwoman. If he comes from Pakistan he's a Pakistani.

B Work in pairs Make a list of the following countries. Be careful about your spelling!

5 African countries

Nigeria ________ _________ _________ _________5 Asian countries

5 countries in the Middle East

5 Latin American countries

5 countries belonging to the European Union (EU)

5 European countries which don't belong to the EU

-> When you're ready, join another pair. Ask them to tell you what they would call a person from each of the countries on your list.

C 1 Work in groups or as a class Discuss these questions:

If someone comes from another country, what differences do you expect in their behaviour, manners, eating habits, etc.? Think of some examples.

Which other nationalities do you think are most different from your own? Give your reasons.

1.2 It's a small world .

Students Book page 10

2 Read this article and choose one of these titles for it: (page 10)When in Rome... (Nhp gia ty tc)

Problems that business people face

Travelling abroad

Good manners, good business. (tc phong phong tt, lm n pht t)Doing business in Europe

I didn't mean to be rude! ( ca ti nh vy cng khng hn l th l)Nobody actually wants to cause offence but, as business becomes ever more international, it is increasingly easy to get it wrong. There may be a single European market but it does not mean that managers behave the same in Greece as they do in Denmark.

In many European countries handshaking is an automatic gesture. In France good manners require that on arriving at a business meeting a manager shakes hands with everyone present. This can be a demanding task and, in a crowded room, may require gymnastic ability if the farthest hand is to be reached.

Handshaking is almost as popular in other countries -including Germany, Belgium and Italy. But Northern Europeans, such as the British and Scandinavians, are not quite so fond of physical demonstrations of friendliness.

In Europe the most common challenge is not the content of the food, but the way you behave as you eat. Some things are just not done. In France it is not good manners to raise tricky questions of business over the main course. Business has its place: after the cheese course. Unless you are prepared to eat in silence you have to talk about something -something, that is, other than the business deal which you are continually chewing over in your head.

Italians give similar importance to the whole process of business entertaining. In fact, in Italy the biggest fear, as course after course appears, is that you entirely forget you are there on business. If you have the energy, you can always do the polite thing when the meal finally ends, and offer to pay. Then, after a lively discussion, you must remember the next polite thing to do - let your host pick up the bill.Khng ai mun lm cho ngi khc mt lng, nhng nh kinh doanh ngy cng tr nn ph bin mi ni, nn c nhiu lc c nhng sai lm trong giao tip m chng ta khng nhn ra. Th trng chu u hin nay coi nh thng nht, nhng nh vy cng khng c ngha l cc nh qun l Hy Lp c cch ng x nhu an Mch. Ti nhiu nc chu u, bt tay l mt c ch rt t nhin. Ti Php, cch c x lch s khi n d hp l phi bt tay vi mi ngi. iu ny c th l mt nhim v yu cu v, trong mt cn phng ng c, c th yu cu kh nng th dc nu tay xa nht l t c. Nu yu cu phi bt tay t u n cui phng trong 1 hi ngh ng ngi, phi c sc khe phi thng mi kham ni.

Bt tay hu nh ph bin ti cc nc, bao gm c, B v Italy. Tuy nhin, Bc chu u, chng hn nh Anh v Thy in, Na Uy v an Mch, l hon ton khng thch th hin s thn thit qua va chm th xc.

Ti chu u, iu quan trng khng phi l mn n ngon, m chnh l cch i x trong khi n.Mt s iu cn trnh. Php, khng nn a ra nhng vn hc ba khi n. Mun bn chuyn kinh doanh phi ch cho n khi n trng ming. Nu thy i ngi khi yn lng n, bn c th nhc n mt chi tit no , nhng nht nh ng ng n chuyn lm n, cho d bn rt m c mun phi ni ra ngay. Ngi cng rt xem trng chiu i trong giao tip kinh doanh. Thc vy, , ngi ta hay lo rng nu c chm ch n ht mn ny sang mn khc nn c th qun chuyn k kt hp ng. c th qun i chuyn k kt hp Nu c kh nng, bn c th lch s ngh c thanh ton ha n. C khi bn phi t ra mnh c nhit tnh mun tr tin, nhng nn lch s cho ch nh tr.

In Germany, as you walk sadly back to your hotel room, you may wonder why your apparently friendly hosts have not invited you out for the evening. Don't worry, it is probably nothing personal. Germans do not entertain business people with quite the same enthusiasm as some of their European counterparts.

The Germans are also notable for the amount of formality they bring to business. As an outsider, it is often difficult to know whether colleagues have been working together for 30 years or have just met in the lift. If you are used to calling people by their first names this can be a little strange. To the Germans, titles are important. Forgetting that someone should be called Herr Doktor or Frau Direktorin might cause serious offence. It is equally offensive to call them by a title they do not possess.Ti c, khi khng c i tc mi i chi m phi li thi tr v khch sn vo bui ti, chc bn s ngh h c g bun lng chng. ng lo, chuyn cng bnh thng thi. Ngi c vn khng nhit tnh chiu i khch ging nhau nh mt s ng nghip chu u. Ngi c cng ni ting vi tnh chung hnh thc trong giao t. L mt ngi ngoi cuc, bn thng rt kh bit c h l nhng ngi cng lm vic lu nm hay ch mi quen bit v h chng ni nng cho hi g c. Khng nn gi ngi khc bng tn gi. i vi ngi c, chc danh rt quan trng. Bn s lm cho h mt lng nu khng dng n cch ni Tha Ngi Bc s, hay Bm Ngi Gim c. Nhng nu gi h bng chc danh tn h ln cng lm cho h mt lng khng km.

In Italy the question of title is further confused by the fact that everyone with a university degree can be called Dottore - and engineers, lawyers and architects may also expect to be called by their professional titles. These cultural challenges exist side by side with the problems of doing business in a foreign language. Language, of course, is full of difficulties - disaster may be only a syllable away. But the more you know of the culture of the country you are dealing with, the less likely you are to get into difficulties. It is worth the effort. It might be rather hard to explain that the reason you lost the contract was not the product or the price, but the fact that you offended your hosts in a light-hearted comment-over an aperitif. Good manners are admired: they can also make or break the deal.

(Adapted from an article by Richard Bryan in Business Life)

, ngi ta cng phn bit gia tin s, k s, lut s v kin trc s ch khng c dng bc s gi, nn ta phi gi ng chc danh. Song hnh vi kinh doanh nc ngoi chng ta cn ch n nhng vn v vn ha v ngn ng. Tt nhin, ni n ngn ng, ch ni nhm mt m c khi s dn n thm ha. Nhng cng hiu bit v vn ha ca nc m bn ang m rng kinh doanh bao nhiu, th bn cng trnh c nhng kh khn, rc ri sau ny. y cng l iu chng ta cn n lc. Nhiu trng hp mt hp ng khng phi v do sn phm hoc gi c, nhng l do chng ta lm mt lng khch hng khi xem nh yu t vn ha. Nh vy c x ng cch s quyt nh s thnh bi ca bn trong kinh doanh. (Trch t mt bi vit ca Richard Bryan trong cuc sng kinh doanh)

PART 4: Why is it important to know culture of foreign countries when you do business abroad?

when you do business abroad it is important to know culture of foreign countries.

The more you know of the culture of the country you are dealing with, the less likely you are to get into difficulties. It is worth the effort. It might be rather hard to explain that the reason you lost the contract was not the product or the price, but the fact that you offended your hosts in a light-hearted comment over an aperitif. Good manners are admired: they can also make or break the deal.Nobody actually wants to cause offence but, as business becomes ever more international, it is increasingly easy to get it wrong. There may be a single European market but it does not mean that managers behave the same in Greece as they do in Denmark.

In many European countries handshaking is an automatic gesture. In France good manners require that on arriving at a business meeting a manager shakes hands with everyone present. This can be a demanding task and, in a crowded room, may require gymnastic ability if the farthest hand is to be reached.

Handshaking is almost as popular in other countries - including Germany, Belgium and Italy. But Northern Europeans, such as the British and Scandinavians, are not quite so fond of physical demonstrations of friendliness.

In Europe the most common challenge is not the content of the food, but the way you behave as you eat. Some things are just not done. In France it is not good manners to raise tricky questions of business over the main course. Business has its place: after the cheese course. Unless you are prepared to eat in silence you have to talk about something - something, that is, other than the business deal which you are continually chewing over in your head. Italians give similar importance to the whole process of business entertaining. In fact, in Italy the biggest fear, as course after course appears, is that you entirely forget you are there on business. If you have the energy, you can always do the polite thing when the meal finally ends, and offer to pay. Then, after a lively discussion, you must remember the next polite thing to do - let your host pick up the bill.

In Germany, as you walk sadly back to your hotel room, you may wonder why your apparently friendly hosts have not invited you out for the evening. Don't worry, it is probably nothing personal. Germans do not entertain business people with quite the same enthusiasm as some of their European counterparts.

The Germans are also notable for the amount of formality they bring to business. As an outsider, it is often difficult to know whether colleagues have been working together for 30 years or have just met in the lift. If you are used to calling people by their first names this can be a little strange. To the Germans, titles are important. Forgetting that someone should be called Herr Doktor or Frau Direktorin might cause serious offence. It is equally offensive to call them by a title they do not possess.

In Italy the question of title is further confused by the fact that everyone with a university degree can be called Dottore - and engineers, lawyers and architects may also expect to be called by their professional titles.

These cultural challenges exist side by side with the problems of doing business in a foreign language. Language, of course, is full of difficulties - disaster may be only a syllable away. But the more you know of the culture of the country you are dealing with, the less likely you are to get into difficulties. It is worth the effort. It might be rather hard to explain that the reason you lost the contract was not the product or the price, but the fact that you offended your hosts in a light-hearted comment over an aperitif. Good manners are admired: they can also make or break the deal.

Thc t khng ai li mun lm mt lng ngi khc, th nhng, khi kinh doanh m rng trn trng quc t, chng ta ngy cng c nhiu kh nng phm phi sai lm gy nh hng n kinh doanh. C th th trng ni chung l u chu nhng nh th khng c ngha l gim c Hy Lp hnh x ging nh an Mch.

nhiu quc gia u chu bt tay l mt c ch rt t nhin. Php th hin tc phong lch lm khi n hp, gim c thng bt tay vi mi ngi ang c mt. y c th l nhim v rt kh khn v, trong phng hp ng ngi, gim c cn phi c th lc tt nu nh c phi bt tay t u n cui phng hp.Bt tay hu nh rt ph bin cc quc gia khc trong phi k n c, B v . Nhng cc nc Bc u nh Anh v cc nc trn bn o Scandinavia, th hin s thn thit qu ng li khng c mi ngi hoan nghinh.

Ti chu u thch thc ph bin nht ca 1 ngi lch lm khng phi l c thi hi lng thc n, m chnh l phong cch trong khi n. Mt vi thi ta khng nn th hin. Php trong lc thng thc mn n chnh m li bn bc nhng vn hc ba trong kinh doanh b coi l bt nh. Bn bc kinh doanh cng c lc: hy nn ch khi dn mn ph mt (n trng ming). Nu bn thy kh chu khi ch c n m chng ni nng g th bn phi gc li nhng chuyn cng vic lm n d bn phi lun lo ngh n n.Ngi cng rt xem trng qu trnh chiu i khch trong kinh doanh. Thc vy, cng l ci ng s nht trong lc ngi vo bn n, ht mn ny sang mn khc c dn ln lin tc, nu c ni chuyn lm n th bn chng n c g trong bui tic chiu i. Nu bn cn nhiu nng lng, biu th thi lch s, bn nn ch cho n khi ba n kt thc mi c m li, v nn ngh mnh thanh ton. K , sau khi bn bc si ni, bn phi nh dnh cho ch tic nhn v thanh ton ha n. c, khi bn bch b thiu no tr v phng khch sn, bn t hi ti sao i tc bn x rt i hiu khch nh th m li khng mi mnh i hp m. Phin lm g, chc c l h cho l chuyn c nhn, h khng dm chen vo. Ngi c khng chiu i khch bng thi nhit tnh nh mt s i tc chu u ca h.

Nu chng ta cng thy ngi c cng rt gi k vi i tc. Nu l ngi ngo,i thng bn rt kh bit h l ng nghip lm vic vi nhau 30 nm hay ch mi gp nhau trong thang my. Nu bn quen gi h bng tn th c th lm cho h mt lng. i vi ngi c, chc danh l rt quan trng. . Qun gi h vi chc danh Ngi Tin s hay Gim c i gia (bng ting c) c th lm mt lng h. Nhng nu gi h bng chc danh m h khng c cng lm mt lng h khng km.

, vn chc danh cng d lm cho bn bi ri v c th gi nhng ngi c bng i hc l Tin s v k s, lut s v kin trc s li thch gi bng chc danh ngh nghip.

Nhng thch thc vn ha nh ni lun song hnh vi nhng rc ri nu nh bn giao dch kinh doanh bng ngoi ng. Tt nhin chuyn v ngn ng tht v cng rc ri thm ha c th xy ra nu nh ni thiu 1 m vn. Nhng bn cng bit nhiu v vn ha ca quc gia m mnh ang lm vic bao nhiu th s gim c nhiu nguy c by nhiu. y cng l chuyn ng lm. khi kh gii thch nguyn nhn lm cho bn mt hp ng khng phi v sn phm hay gi c, bn c th ngh n chuyn lm mt lng i tc bn x do di dt ch bai mn khai v. Bn nn xem trng cung cch x giao ca mnh bi n cng c th gip bn lm nn hay mt i hp ng.

3 Decide if these statements are true 0 or false B, according to the writer:

1 In France you are expected to shake hands with everyone you meet. TRUE

2 People in Britain shake hands just as much as people in Germany. FALSE

3 In France people prefer talking about business during meals. FALSE

4 It is not polite to insist on paying for a meal if you are in Italy. FALSE

5 Visitors to Germany never get taken out for meals. FALSE

6 German business people don't like to be called by their surnames. TRUE

7 Make sure you know what the titles of the German people you meet are. TRUE

8 Italian professionals are usually addressed by their titles. TRUE

9 A humorous remark always goes down well all over the world. FALSE

4 Discuss these questions:

Which of the ideas in the article do you disagree with?Handshaking is almost as popular in other countries -including Germany, Belgium and Italy. That is the idea in the article do you disagree with. From my own experience in my company, several Belgique customers like shakings. Maybe shaking becomes common when many people find that this action shows good friendliness.

What would you tell a foreign visitor about 'good manners' in your country?When I receive a foreign visitor, I will help him or her understand good manners in Vietnam. Top of Form

When coming to a party or dinner in Vietnam, we should not eat all of what are in the bowl. Leaving little food in the bowl proves that you are elegant. This is very different from many countries, such as USA, Japan and European countries. How much do you think international business is improved by knowing about foreign people's customs? 1.3 What do you enjoy about your work?

A You'll hear four people talking about their work. They work for Small World, a company that produces computer systems and software for handling maps and geographical information. Its customers include supermarket chains, local government departments and cable TV companies.

1 As you listen for the first time, just note down below what the speakers' JOBS are - and what they don't enjoy about their work.Nghiemmarket.blogspot.com

My name's Ian McShanc and I'm the group accountant for Small Worldwide. I'm responsible for the day-to-day accounting for the group, covering financial management, management accounting, cash books, purchase ledger, sales ledger, credit control and so on. Virtually every day you've got a different kind of ... er... job to tackle, it's always without exception urgent. I'm always up against deadlines and therefore I'm never bored. I find the whole of finance fascinating anyway and the whole exercise is very, very interesting. It's not very pleasant being difficult, or having to be difficult with people to get money out of them. I don't particularly like doing that.Ti tn l Ian McShanc v ti l k ton tp on Small World-wide. Ti chu trch nhim cng vic k ton hng ngy cho tp on, bao gm cc lnh vc qun tr ti chnh, k ton qun tr, s sch ghi chp tin mt (nht k), s ci mua hng, s ci bn hng, kim tra tn dng, v.v.

Hu nh ngy no ngi ta cnh giao cho ti trch nhim gii quyt nhng cng vic khc nhau, lc no cng v cng khn cp, khng c ngoi l. Ti lc no cng phi bn bu ti bi kp thi hn v do vy ti chng bao gi c thi gian ngh ngi, than van. D sao ti thy lnh vc ti chnh cng hp dn v cch lm vic bn bu nh th cng hay hay. Thng th chng ai thch chuyn lm kh d ngi khc, nhng theo yu cu phi tm c gim thiu ly tin ra. Ti cng khng thch lm nh th.

Transcript

My name's Lesley Trigg. At Small World I work as an administrator for the international business development group. My responsibitities are responding to correspondence, making sure that meetings are scheduled for The right rooms at the right places. Um... also I deal with organizing people's travel in The company to various different countries throughout the world. The most important thing that I enjoy is actually the people that are here in Small World. The people are very friendly and I enjoy The work. I wish all times I was a little bit more busier. Um... I have to wait for people to generate work for me and, as working within the international business development group most of the people actually work in... within other countries, because they're going out into other countries to find partners that will assist Small World. And when they're out of the country they're not generating the work for me back in The office, they generate the work when they're back in The office for me to deal with.Tn ti l Lesley Trigg. Ti cng ty Small World ti ph trch cng tc qun tr hnh chnh cho tp on pht trin kinh doanh va ni. Trch nhim ca ti l phc p th t giao dch v ph trch t chc hi hp nh ln lch sao cho c phng tt hp, ng vi yu cu bui hp. Ti cng ph trch t chc cho nhn vin cng ty i cng tc khp ni trn th gii.

Quan trng l ti thch ng nghip lm vic ti Small World. Mi ngi rt thn thin v ti cng thch cng vic ca ti. c g lc no ti cng c giao thm vic ph hp vi kh nng ca mnh. Ch hin nay ti phi ch mi ngi n yu cu tr gip v l mt tp on pht trin kinh doanh quc t, nhiu ngi phi lm vic nc ngoi, v cng ty yu cu nhn vin mnh phi ra nc ngoi tm i tc, h tr cho Small World. V khi nhiu ngi ra nc ngoi th chng cn ai li v ti cng chng phi lm g, vy l phi ch cho mi ngi quay v c vic lm.

Patrick: My name is Patrick Verdon. I deal with the systems administration for Small World. I think the best description of systems administration is that it's a trouble-shooting kind of job, there are all kinds of responsibitities, such as back-up of data, installation of new machines, installation of The operating system and The installation of the product that... er... Small World actually produces. It's quite a challenge, because there's such a variety of problems: sometimes it'll be a loose cable on a... on a machine that's a problem, another time it'll take hours to solve.

I think the nice part of systems administration is the challenge. Um... sometimes it's very quite But on the other hand you can have a day when it's completely hectic and all kinds of different problems come up. So y... you're always being confronted with... with different problems, which is nice.

The things I don't enjoy are the routine back-ups of all The dala; these take a bit of time. The ofher thing that I dont quite like is the... the out of hour, concept of system... systems administration, because the best time to actually fix problems is when people aren't working, which means that ideally we should do that after six when everybody's gone home, so, yes, we can be here until the early hours of the morning at the extreme.

Paul: I'm Paul Lockwood. and I'm one of the training officers at Small World and my job is to... urn... run and provide training courses for our customer and agents. The thing I enjoy most about my work is... um... being able to have direct contact with customers and... er... direct knowledge of the sort of problems they encounter and how to resofve them.

The things I don't enjoy so much is that I feel that I... I... um... tend to be spending a lot of time either teaching or preparing training material, and I dont get enough chance to do hands-on programming that I woutd like to do. I do have to have The skills of programming but what I dont get the opportunity to do at the moment is to actually use them to develop real applications for customers, I'm just showing ofher people how to do it. Generally speaking. I... I enjoy my job. I... I enjoy The company that I work lor. Um... it's a very good environment, a very stimulating environment.Ti tn l Patrick Verdon. Cng vic ca ti l qun tr h thng cho cng ty Small World. Ti ngh rng m t ng nht cng vic qun tr h thng i loi l mt loi cng vic rt phin h, trch nhim th c mi th, nh bachup d liu, lp t my tnh mi, ci t h iu hnh v ci t sn phm ca cng ty sn xut. Qu l rt thch thc, v bao nhiu l vn : c khi li do my h dy, qu l vn , ti phi mt hng gi gii quyt.

Ti ngh rng cng vic qun tr h thng cng c ci hay, l thch thc. C khi vn i hi rt nhiu cng sc. Th nhng mt khc ta cng qu l ng 1 ngy lao ng, ht sc l bn rn v mi th t sut trn i. Nh vy lc no chng ta cng phi sn sang ng u vi nhng vn khc nhau, nh th cng tt.

iu m ti khng thch l c phi backup tt c cc s liu tht nhiu ln; mt thi gian qu. Th n ci m ti khng thch l c phi lm ngoi gi, c phi khp vi h thng qun tr h thng m, v nh vy c ngha l gi gic lm vic l tng ca chng ti l sau 6 gi, lc m mi ngi tan s; nh vy, vng, nhng lc cng vic ngp u, chng ti phi li s cho n sng.PAUL: Ti l Paul Lockwood, v ti l mt trong nhng cn b o to ti cng ty Small World v cng vic ca ti l iu hnh v t chc cc kha o to cho khch hng v i l ca cng ty. iu m ti thch cng vic ca ti l c th tip xc trc tip vi khch hng v c nm bt cc vn m h hin gp phi v cch thc gii quyt ra sao.

Ti c khuynh hng dnh nhiu thi gian cho cng tc ging dy hay son ti liu o to, v ti khng c thi gian trc tip tham gia thc hin cc chng trnh m mnh a thch. Ti khng cn phi c k nng quy hoch chng trnh nhng nhng g m ti khng c dp may m trch l thc s s dng k nng c nhng ng dng thc t cho khch hng, ti mun hng dn trc tip cho h cch gii quyt cc vn . Ni chung, ti thch cng vic ca ti. Ti thch cng ty hin nay ti ang lm vic. y mi trng lm vic rt tt, rt nng ng.

Ian: My name's Ian McShanc and I'm The group accountant for Small World-wide. I'm responsible for the day-to-day accounting for the group, covering financial management, management accounting, cash books, purchase ledger, sales ledger, credit control and so on.

Virtually every day you've got a different kind of... er... job to tackle, it's always without exception urgent. I'm always up against deadlines and therefore I'm never bored. I find the whofe of finance fascinating anyway and the whofe exercise is very, very interesting. It's nof very pleasant being difficult, or having lo be difficult with people to get money out of them. I don't particularly like doing that.

Lesley: My name's Lesley Trigg. At Small World I work as an administrafor for the international business development group. My responsibitities are responding lo correspondence, making sure that meetings are scheduled for The right rooms at The right places. Um... also I deal with organizing people's Iravcl in The company lo various different countries throughout the world.

The most important ihing that I enjoy is actually the people that are here in Small World. The people are very friendly and I enjoy The work. I wish al times I was a little hit more busier. Um... I have to wait for people lo generate work for me and. as working within the international business development group most of the people actually work in... within other countries, because they're going out inlo other countries to find partners that Will assisl Small World. And when they're out of the country they're not generating the work for me back in The office, they generate the work when they're hack in The office for me lo deal with.

Patrick: My name is Patrick Verdon. I deal with the systems administration for Small World. I think the best description of systems administration is that it's a trouble-shooting kind of job. there are all kinds of responsibitities, such as back-up of data, installation of new machines, installation of The operating system and The installation of the product that... er... Small World actually produces. It's quite a challenge, because there's such a variety of problems: sometimes it'll be a loose cable on a... on a machine that's a problem, another time it'll take hours to solve.

I think the nice part of systems administration is The challenge. Um... sometimes it's very quite But on The other hand you can have a day when it's completely hectic and all kinds of different problems come up. So y... you're always being confronted with... with different problems, which is nice.

The things I don't enjoy are the routine back-ups of all The dala; these take a hit of time. The ofher Ihing that I dont quite like is the... The out of hour, concept of system... systems administration, because the bcsl time lo actually fix problems is when people aren'l working, which means that ideally we shoutd do that alter six when everybody's gone home, so. yes. wc can he here untit the early hours of the morning al the extreme. Paul: I'm Paul Lockwood. and I'm one of the training officers al Small World and my job is lo... urn... run and provide training courses for our customer and agents. The thing I enjoy most about my. work is... um... being able lo have direct contact with customers and... er... direct knowledge of the sort of problems they encounter and how to resofve them.

The things I don't enjoy so much is that I feel that I... I... um... tend to be spending a lot of time cither teaching or preparing training material, and I dont get enough chance to do hands-on programming that I woutd like to do. I do have to have The skitls of programming but what I dont get the opportunity to do al the moment is to actually use [hem to develop real applications for customers, I'm just showing ofher people how to do it. Generally speaking. I... I enjoy my job. I... I enjoy The company that I work lor. Um... it's a very good environment, a very stimulating environment.

2 Listen to the recording again. Note down your answers to the remaining questions.

3 Compare your notes with a partner.

Ian McShane is an a ____________.He is responsible for: ____________.He enjoys: 1 ____________.2 ____________.

3 ____________.He doesn't enjoy:

____________.

Patrick Verdon is a S ____________.administrator (this is a t ____________.sh kind of job).

His responsibilities include: 1 ____________.2 ____________.of machines, operating system and the software product.

Lesley Trigg is an a ______________Her responsibilities are: ______________1______________2______________3______________She enjoys: ______________

She doesn't enjoy: ______________Paul Lockwood is a t______________

He provides ______________for customers and agents.

He enjoys:

1______________2______________3______________He doesn't enjoy: ______________B 1 Work in pairs Ask your partner these questions:

Which of the jobs that you have heard about would you most like to do yourself? Why?

Which would you least like to do? Why?

2 Find out more about your partner's career. Ask about his "or her:

Work experience - previous jobs and any temporary or part-time jobs your partner has done

Education and training

Ambitions and prospects for the future

Present job (if your partner is working) - its rewards and frustrations

> When you have both finished, tell the rest of the class what you have discovered.

1.4 It's not just what you say

A 1 Work in pairs Imagine that you're at a conference. Look at these name badges. If you're introduced to the man from London you'd say, 'Pleased to meet you, Mr Thomas', not 'Hello, Mr Howard'. But what would you say to the other delegates?

Howard Thomas

LONDON

La Win Hao

TAIPEI Rosa Burgos Garcia

VALENCIAKryskiewicz Grazyn

WARSAWIvany Laszlo

BUDAPEST

2 Try this quiz with your partner.

1) A good conversationalist is someone who ...

a always has plenty to say

b has plenty of amusing stories to tell

c will listen carefully to what you have to say d asks a lot of questions

2) If someone looks you straight in the eye without blinking, they are probably...

0 a honest O b being rude O c trying to frighten you C d being friendly

3) If someone keeps looking out of the window while you're talking, they

0 a want to be outdoors O b don't understand you 0 c are not concentrating O d are thinking

4) If someone sighs while you're explaining something they are probably . O a bored O b impatient 0 c unhappy O d suffering from indigestion

5) If a man wearing jeans and a T-shirt comes into your office, he ... O a isn't correctly dressed O b can't be important 0 c is quite normal 0 d must be someone who has come to fix the phone or something

6) If someone shakes your hand very hard and long, they are ...

a pleased to see you

b trying to show you that they are sincere

c waiting for you to say something d reliable and friendly7) If a Canadian hnsinessmnn keeps stepping backwards while he's talking to a Mexican businessman, this means that... a he doesnt like Mexicans

b the Mexican is trying to be too friendly

c Northern people don't feel comfortable standing as close lo another person as Southern people do d Canadians are less friendly than Mexicans

8) If a Japanese person gives you their business card, you should hold it...

a in your left hand b in your right hand c in both hands d without reading it

"And, while we have no formal dress code, we expect our employees to sfiow some common sense, Steve."

B Work in groups Discuss how the IMPRESSION you may give, especially to a stranger or to someone from another country, can be affected by:

The noises you make: yawning clicking a pen sniffing tapping your fingers

Talking in a loud voice talking in a soft voice

Your body language and appearance, as shown in these pictures:

C Work in groups Ask your partners these questions:

In your own workplace or place of study, who do you call by their first names, and who by their surnames?

Are there people who use your first name but who you are expected to call by their surnames?

Would this be any different with British, American or other foreign people you work with?

Who do you talk to at work or college about your family and leisure activities? Which of your co-workers or fellow students do you meet socially?

1.5 Developing relationships

A Work in pairs You'll hear five short conversations between people who work in the same company. After hearing each conversation, discuss these questions with your partner:

What is the relationship between the speakers?

What are their jobs?

What are they talking about?

How does a relationship change as you get to know someone better?

1. Bob: Er... Tony'.' Tony: Mmm.

Bob: Er... I'd like to see you for a minute, woutd you come into the office. Tony: Oh. yeah, right

Bob: Good. Now. how did you get on in Copenhagen'.' Tony: Ah. yeah... er... well. Carlsson had The flu. so I coutdn't see him. Bob: Coutdn't see him?

Tony: No. so I had to see his assistant. And. you know, we... er... we got along quite well. but... um... (h... er... There are problems w... er... Crystals got in before us. Bob: Oh Lord!

Tony: Yeah, they were in last week. So ... cr... they ... you know, they ... The) spent days there and ... er ... it was all wrapped up really by the time I got there. Boh: Is it ... is it a question of ... of ... of supply'1 Are we ... are we nof producing enough for Them'.' Tony: Well. no. they didn'l really look at the figures, quite frankly, and I showed Them the figures and they... the) weren't interested.

Boh: Yeah, well you see the (rouble is that we've got a...

we've got an on going problem...

2. Mr.Allen: Now. Barry... er ... and Susanna, have you got your worksheet in from of you - fact sheet here'.' Barry & Susanna: Yes.

Mr. Allen: Now you can see here that Miss Henry is James Ferguson's personal assistant. That's prelty imporlanl to know. Ted Douglas is the chief export clerk.

Susanna: Ah. right.

Mr. Allen: Er... Barry, you're going to be working with Susanna very closely here... Barry: Good.

Mr. Allen: And... er... I think it's very important. Barry, that you... er... get together

with Susanna over there and try to work out The... the letter fiting system here. Barry: Uhuh. Susanna: Mmm.

Mr. Allen: Now. as you can see. we've... er... as you can see on your foci sheel here we've got it marked Urgent and Non-urgent.

Barry: Yeah.

Mr. Allen: Er.. anything essential "I'll take care of, OK.' Haha.

Barry & Susanna: Haha.

3. Mr. Green: OK. Martin, cr... let's go through it again. You go to the airport.

Martin: Right.

Mr. Green: OK. Terminal 2. Martin: Terminal 2. Mr. Green: Pick up Clean Donaldson. Martin: Clean Donaldson. Mr. Green: Now I want you to write this down. Martin: Yeah. I've got it down.

Mr. Green: OK. he's arriving from Miami on the flight number LX432. Martin: LX432.

Mr. Green: Have you got that'.' Martin: Yeah, I've got it.

Mr. Green: Right, off you go. Get back here as soon as you can.

Martin: Yes. sir, Mr. Green. Mr. Green: Thank you.

4. Mandy: Geoff, um... could you just come over here a minute and have a look al This sketch'.'

Geoff: Yes. sure.

Mandy: What do you think?

Geoff: Aha. yes. well you've put a lof of work into it. that's... that's very good. I'm not too happy about This border round here... um... Mandy: No?

Geoff: Maybe you could try another go al lhai. Mandy: I Will. I'll try again. OK.

5. Tony: Mrs. Lang, could I have a word, please.' Mrs. Lang: Oh. yes, Tony, of course.

Tony: I wondered it' I mighl have nexl Friday off. My sister's arriving from Switzerland... er... I'd like to meet her at the airport.

Mrs. Lang: Oh. Friday's rather difficult. What time docs she arrive'.'

Tony: Well, the plane gets in at four p.m.

Mrs. Lang: Oh, I know. Tony! Why don't you go off just

after lunch, then you'll manage to get to the airport on

time to meel her al four'.'

Tony: Oh. Thank you very much. Mrs. Lang.

B As you get to know someone, it's useful to find out what your common interests are. Then you can have a social conversation as well as 'talking shop' (talking about business).

Work in pairs Which of these topics do you talk about - and which do you not talk about - during a first meeting with a business associate?

sport politics your family business travel hobbies films the weather music your education religion TV other topics ......................................................

And what difference does it make if the other person is:

a foreigner a man a woman older than you younger than you senior to you junior to you?

Join another pair and compare your ideas.

C Work in pairs You're going to role-play a meeting between two business associates. Imagine that one of you has travelled a long way to see the other. You only meet twice a year, but you've established a good relationship.

Before you start, decide what topics you're going to talk about in step 3.

C Transcript [ I minute |

Host: Mary, hello again. Do come in and sit down! How are you gelling on?

Visitor: Hello. I'm fine, thanks. How are you?

Host: Oh, very well thanks. Did you... er... did you have

a good journey?... (more small talk)

Visitor: ... Well. I know I'm lucky to he here This soon.

Host: Yes. haha. Right. Let's get down to business, shall we?

Visitor: Yes. all Right.

Host: OK. first of all if we could just look al erm... (main business phase of the meeting)

Visitor: ... Yes, Right. Well, I think that's agreed then. Host: Yeah. Yes, sure.

Visitor: Oh, and now I really must be going. I've... er...

Host: Sure you won't have... er... some coffee, or something before you go.

Visitor: Oh, no. no thanks. I haven't really got time. Sorry.

Host: OK. well, see you atain soon. I hope!

Visitor: Yes, yes. I... I'm glad we were able to meet.

Host: Oh. so am I. Um... I'll come downstairs with you...

1 One of you arrives in the other's office.

2 Greet each other:

Hello again! How are you getting on? Lovely to see you again! How are things?I'm fine, thanks. How are you? Very well, thanks. And how about you? 3 Small talk until you decide it's time to get down to business ...

Right, let's get down to business, shall we?

Yes, all right.

DON'T ROLE-PLAY THE BUSINESS PHASE OF THE MEETING.

4 Imagine that time has passed before saying ...

Right, I think that's agreed then.

Yes, sure.

5 More small talk before you say goodbye and one of you leaves the office:

See you again soon, I hope! ^\ Goodbye and thanks for everything! I Give my regards to ...

I'm glad we were able to meet. Have a good journey! Have a pleasant evening!

Role-play the next meeting between the same people six months later - this time the other person is the visitor. Follow the same five steps.

"I'll be at lunch. If anyone calls say I'm at the health club."

UNIT 2: Letters, faxes and memos2.1 Communicating in writing

A Work in groups Imagine the picture shows YOUR desk. Identify the different kinds of correspondence. Then discuss these questions:

Which of the items would you attend to first? Put them in order of priority.

What correspondence did you receive last week? What action did you have to take? Was any of the correspondence in English?

What proportions of business correspondence do you receive and send by ... letter........% fax........% memo........% e-mail........% ?

B 1 Work in pairs Read this memo. Decide who 'HGW is and what his or her job is.

MEMORANDUM

From: HGW

To: Department managers

Date: 21/4/

Subject: in-service English classes

From Monday 8 May English classes will be held in the Training Centre (room 3.17). There will be two groups: intermediate level (8.30-10.00) and advanced level (10.30-1 S.00). Please encourage your staff to attend one of the sessions, All teaching materials will he provided but students will be expected to do homework and preparation outside working hours.

2 Please send me the names of all interested staff by noon on Wednesday 26 April. They will be given an informal oral test during the first week in May so that we can decide which of the classes is best for them.

3 The size of each class will be limited to 12 participants.

jjyjft/

From Monday 8 May English classes will be held in the Training Centre (room 3.17). There will be two groups: intermediate level (8.30-10.00) and advanced level (10.30-1 S.00). Please encourage your staff to attend one of the sessions, All teaching materials will he provided but students will be expected to do homework and preparation outside working hours.

2 Please send me the names of all interested staff by noon on Wednesday 26 April. They will be given an informal oral test during the first week in May so that we can decide which of the classes is best for them.

3 The size of each class will be limited to 12 participants.T

T th Hai 8-5, cc lp ting Anh s c t chc ti Trung Tm o to (phng 3.17). C 2 nhm: trung cp (8.30-10.00) v Nng cao. Vui lng ng vin nhn vin phng ban tham d cc bui hc. Chng ti s cung cp ton b ti liu, gio trnh nhng hc vin phi t lm bi nh v chun b bi trc khi ln lp.

2 vui lng gi cho ti danh sch nhng ngi tham d trc 12 gi tra 26-4. Cc c nhn ng k trong tun u ca thng Nm s qua k kim tra xp lp.

3 S lng mi lp gii hn 12 hc vin.2 Listen to a conversation on the same subject as the memo. Note down the differences between the two ways of communicating the information.

2.1 B Transcript 11 minute 20 seconds|

Mr. W: Ah. Maria. I wanted to see you. um... did I tell you that we're starting up the English classes again'.'

Maria: Oh. are you? Greal. good. When ?

Mr. W: Er... in The training cenl.e. hopefully. We're getling Mr. Roberts in again from ELS. So could you tell

your people and lei me have a list of names by... um... lets say Wednesday'.'

Maria: Yes. yes... um... Last time There was a bit of misunderstanding about the books they needed... um...

Who was going to pay for them'.'

Mr. W: Oh, really? Well, no problem this time, we'll provide the books. But the Will have to do some

homework outside work, make sure they realize that. Um... or else there'll probably be some problems. Er...

there'll be two classes, by the way an intermediate class and advanced one. But there Will be a limit in each the classes of... probably about twelve.

Maria: Oh. really, a limit of twelve? Ah. well, what if there are more people v inline to come'.' I mean, I can

think of at least eight jus' in my department alone. Um...how Will you decide who tan aliend?

Mr. W: Er... mm. good point. Er...l think we'll have to play that one by ear really. M-iria: OK. well how about

running another class...

C Work in pairs What are the relative advantages of talking to someone face-to-face and writing to them? Add more points to this chart:

Communicating with someone face-to-face*

Advantages & pleasures You can see rntir reaction;

Disadvantages & difficulties you have to think and react quickly

Communicating with someone in writing Advantages & pleasures Disadvantages & difficulties

You can take your time

2 Join another pair Compare your notes. Then make a list of the relative merits of i ummnnicating in writing ... . .. in tenia lly by memo or by e-mail . . externally by letter or by fax

2.2 Names and addresses

A Work in pairs Look at these envelopes. Discuss these questions:

How are the addresses laid out differently from the way an address is written in your country?

How do you feel if you receive a letter with your name spelt wrong?

What impression is given if the addressee's job title or address are incorrect on the envelope?

Ms Gillian Jones Personnel Manager James Brown & Sons 44-50 London Road Brighton BN5 9KL GREAT BRITAIN

Mr James Green Marketing Director Green Industries Inc. 999 Park Avenue Rockford IL 61125 USA

Bme Jeanne Thibault

Export Department

Rhone-Moteurs SA

130 rue du professeur Nicolas

69008 Lyon

PRANCE

Mr Masako Saito

Publicity Controller

United Products Ltd'.

13 Kanda Surugadai 2-chome

Chiyoda-ku

Tokyo 101

JAPAN

B > You'll hear four addresses being dictated to you. Write down each address as if you're writing it on an envelope. (Later, you can check your answers in File 57.)

C Work in pairs One of you should look at File 2, the other at 33. Dictate the addresses there to one another. You should s-p-E-L-l O-u-t any difficult words.

^ Dictate YOUR own home and/or business address to your partner too.

2.3 Layout and style

A Work in pairs This is the top part of a business letter. Decide when you would use these openings, instead of'Dear Mr Green':

Dear Jim, Dear Sir, Dear Madam, Dear Sir or Madam,

Unique Products plc

Sunrise Technology Park

West Harbour Drive Dover CT16 8KL

Telephone 01306 824455 Fax 44 1306 821986

Mr James Green

Marketing Director

Green Industries Inc.

999 Park Avenue

Rockford

IL 61125

USA

Your Ref: GS/BC/44

Our Ref: DJ/GS/2 / U November 20_

Dear Mr Green,

Thank you for your fax of 8 November, suggesting a meeting in December. Tha most convenient dates from our point of view are December 2nd or December 3rd.

What are the differences between the layout above and the layout that is commonly used in your country (or in your company's 'house style')?

B Look at the endings of business letters below:

When would you use the different styles and phrases?

What do the abbreviations mean?

Which of the styles and phrases would you find in American correspondence?

If you begin your letter'Dear Jim'how do you end it? If you begin'Dear Sir' how do you end it?

Please let me know if this is convenient.

Looking forward to hearing from you.

Best wishes, ,

Yours sincerely,

Best regards,

Export Sales Manager

enc. Catalog and price listSincerely,

Export Sales Manager

c.c Jane SanchezPlease phone us to confirm the details. I

We look forward to receiving your comments.

Yours faithfully,

p.p. Ms Gillian Jones

Publicity Co-ordinator

C 1 Highlight the ideas in this extract from a training manual that you think are most useful.

'GOLDEN RULES"

For writing lettters (including faxes and memos)

1. Give your letter a heading if it will make it easier for the reader to understand your purpose in writing.

2 Decide what you are going to say before you start to write or dictate a letter, because if you don't do this the sentences are likely to go on and on and on until you can think of a good way to finish. In other words you should always plan a-head.

3 Use short sentences.

4 Put each separate idea in a separate paragraph. Number each of the paragraphs if it will help the reader to understand better.

5 Use short words that everyone can understand.

6 Think about your reader. Your reader ...

... must be able to see exactly what you mean:

your letters should be CLEAR

... must be given all the necessary information:

your letters should be COMPLETE

... is probably a busy person with no time to waste:

your letters should be CONCISE

... must be written in a sincere, polite tone:

your letters should be COURTEOUS

... should not be distracted by mistakes in grammar, punctuation or spelling:

your letters should be CORRECT vit th (bao gm fax v memo)

1.

List of glossaries Date: 4 November1)purpose1)mc ch

A dull or confusing layout makes a letter difficult to read.

2 Work in groups Compare the points you've highlighted. Then discuss these questions:

Which of the ideas do you disagree with? Why?

Which of the 'rules' (if any) don't apply to faxes and memos?

Which of the 'rules' do apply to e-mails?

If you receive a business letter, what impression do you get from these features:

II letter ahich has been printed on a dot matrix printer

A letter in large print

A. letter printed in a decorative or unusual print

A letter printed on recycled paper

A letter with lots of very short paragraphs

A letter with very long paragraphs without any white space between them

8. A letter with numbered paragraphs

The design of the company's letterhead and the logo

2.4 Thinking about your readerA 1 Work in pairs Look at the letters on these pages and then discuss these questions:

Which of the two letters would you prefer to have received? Why?

What kind of impression does each letter give the reader?

2 Highlight the features which you think are most effective and put a tick under any parts which you dislike. Refer back to the 'Golden Rules' fc 2.3 C

SUNSHINE FLAVOURS LTD.

44 Emerald Drive, Shannon Technology Park,

Cork C06 9TS, Republic of Ireland.

Mme Susanne Dufrais,

Les Gourmets du Poitou S.A.,

33, rue Mirabeau,

44000 Poitiers, Prance

18 January 20_

Dear Madam,

Your request for our catalogue and price list

As requested, we enclose for your attention our price list and catalogue. I should like to take this opportunity of drawing your attention to the fact that all our products are manufactured from completely natural ingredients and that we do not utilize any artificial additives whatsoever. There are 213 different items in the catalogue and our prices are reasonable and our quality is good. This is the first time that we have included Scratch'n'Sniff" samples of our ten most popular aromas.Should you require further information, please do not hesitate to contact us. If the undersigned is unavailable, tho Sales Manager's personal assistant will be delighted to assist you.

We look forward to receiving your esteemed order in due course.

Yours faithfully,

J.G. O'Reilly,

Sales Manager

Telex: 449801 Telephone: 021 23 45 9

cables: SUNSHINE, CORK

As requested, we enclose for your attention our price list and catalogue. I should like to take this opportunity of drawing your attention to the fact that all our products are manufactured from completely natural ingredients and that we do not utilize any artificial additives whatsoever. There are 213 different items in the catalogue and our prices are reasonable and our quality is good. This is the first time that we have included Scratch'n'Sniff samples of our ten most popular aromas.

Should you require further information, please do not hesitate to contact us. If the undersigned is unavailable, the Sales Manager's personal assistant will be delighted to assist you.

We look forward to receiving your esteemed order in due course.

Theo yu cu, chng ti km theo y biu gi v catalo ca chng ti tin cho qu ng tham kho. Ti mun nhn c hi ny xin qu ng lu n s kin l ton b sn phm ca chng ti c ch tc hon ton bng nguyn liu t nhin cng nh hon ton dung n cc ph liu nhn to.

Trong catalo c n 213 mt hng khc nhau v gi c rt hp l cng vi cht lng bo m. y l ln u chng ti kt hp thm vo thng hiu Scratch'n'Sniff cc mu hng vi 10 mi ph bin nht.

Nu qu ng/ B mun bit thm chi tit, xin lin h vi chng ti. Trong trng hp khng gp c ch danh ti tn nh k tn di y, tr l gim c kinh doanh s vinh hnh cung cp cho qu ng.

Chng ti mong sm nhn c n t hng v s tn nhim ca qu ng/ B.

whatsoever US adverb (ALSO whatever) used after a negative phrase to add emphasis to the idea that is being expressed: He has no respect for authority whatsoever. I can honestly say that I have no interest whatsoever in the royal family. There is no evidence whatever to show that this is in fact the case. "Had you any idea what was happening at the time?" "None whatsoever."

We do not utilize any artificial additives whatsoever.The Sales Manager didnt understand his personal assistant. Vdict.com translated

Dear Madame Dufrais,

You asked us to send you our price list and catalogue for the new season. I am sure you will find plenty to interest you in it. You will notice that every single one of our products is made from 100% natural ingredients - we use no artificial additives at all. This year, for the very first time, we have included Scratch'n'Snitf samples of our ten most popular aromas. I think you will agree that our range of well over 209 natural flavours and aromas is second to none and is outstanding value for money.

If you need more information, do please get in touch with me. If you are telephoning, please ask to speak to me personally or to my assistant, Ms Hannah Rosser, and we will be very pleased to help you.

I look forward to hearing from you.

Yours sincerely,

Dear Madame Dufrais, yu cu chng ti gi cho bn danh sch gi c v ca hng ca chng ti cho ma gii mi. Ti chc chn bn s tm thy nhiu bn quan tm trong . Bn s thy rng mi ngi trong cc sn phm ca chng ti c lm t 100% thnh phn t nhin - chng ti khng s dng cht ph gia nhn to tt c. Nm nay, ln u tin, chng ti bao gm Scratch'n'Snitf mu ca mi hng liu ca chng ti ph bin nht. Ti ngh rng bn s ng rng phm vi ca chng ti hn 209 hng v t nhin v hng liu l v nh v l xut sc gi tr ng tin. Nu bn cn thm thng tin, xin vui lng lin lc vi ti. Nu bn ang gi in thoi, xin vui lng yu cu ni chuyn vi ti c nhn hoc tr l ca ti, b Hannah Rosser, v chng ti s rt hi lng gip bn. Ti mong c nghe t bn. Trn trng,

SUNSHINE FLAVORS

44 Emerald Drive

Shannon Technology

Park Cork C06 9TS

Republic of Ireland

http://www.sunshine.co.irMme Susanne Dufrais

Les Gourmets du Poitou S.A

33 rue Mirabeau

44000 Poitiers

France

18 January 20_

Dear Madame Dufrais,

You asked us to send you our price list and catalogue for the new season. I am sure you will find plenty to interest you in it. You will notice that every single one of our products is made from 100% natural ingredients - we use no artificial additives at all. This year, for the very first time, we have included Scratch'n'Snitf samples of our ten most popular aromas. I think you will agree that our range of well over 209 natural flavours and aromas is second to none and is outstanding value for money.

If you need more information, do please get in touch with me. If you are telephoning, please ask to speak to me personally or to my assistant, Ms Hannah Rosser, and we will be very pleased to help you.

I look forward to hearing from you.

Yours sincerely,

James O'Reilly

Sales Manager

Enclosed: catalogue, price lists, order form

Telephone: 021 23 45 9 Fax: +353 21 23 44 7 e-mail: sales@sunshine.co.ir

B We asked eight business people this question:

What do you do before you write a difficult letter or a report? Listen to what they said. Which of them do you agree with?

Work in groups Find out what methods your partners use when planning to write an important letter in their own language.

2.4 B Transcript (1 minute |

'Well. I use the back of an envelope or a beer mat.' 'Um... well. I usually sit back lor a lew moments and., um... think about what I'm going to do. And... well, then I just start writing.'

'I write on a word processor and I don't make notes before starting.'

I write an outline of the letter and then do a final draft.' 'Er... I make notes on a large sheet of scrap paper

Well. I just dictate it to my secretary and, well, lei her sort out the detaits.'

I do it all on my computer Er... it's easy, I start by pulling down the main headings, and then. well, start writing. I edit the document as I go along ' I sit for a few moments and then think about the person I'm Writing to. Then I make notes before I actually start writing.'_

C Because writing a letter in English is much harder than writing one in your own language, careful planning is essential. Imagine, for example, you have to write a letter introducing your company to a prospective customer ...

Highlight what you think are the most important points in this text and then compare your ideas with a partner.

Planning a Letter: 7 Steps_

1. Write down your Aim: what is the purpose of this letter?

2. Assemble all the relevant information and documents: copies of previous correspondence, reports, figures, etc.

3 Arrange the points in order of importance. Decide which points are irrelevant and can be left out. Make rough notes.

4 Write an Outline in note form. Check it through considering these questions:

Have you left any important points out?

Can the order of presentation be made clearer?

Have you included anything that is not relevant?

5 Write a First Draft, leaving plenty of space for changes and revisions. 6 Revise your first draft by considering these questions:

Information: Does it cover all the essential points?

Is the information relevant, correct and complete?

English: Are the grammar, spelling and punctuation correct?

Style: Does it look attractive?

Does it sound natural and sincere?

Is it CLEAR, CONCISE and COURTEOUS?

Will it give the reader the right impression? Is it the kind of letter you would like to receive yourself?

7 Write, type or dictate your Final Version.

Planning a Letter: 7 Steps_

1. Write down your Aim: what is the purpose of this letter?

2. Assemble all the relevant information and documents: copies of previous correspondence, reports, figures, etc.

3 Arrange the points in order of importance. Decide which points are irrelevant and can be left out. Make rough notes.

4 Write an Outline in note form. Check it through considering these questions:

Have you left any important points out?

Can the order of presentation be made clearer?

Have you included anything that is not relevant?

5 Write a First Draft, leaving plenty of space for changes and revisions. 6 Revise your first draft by considering these questions:

Information: Does it cover all the essential points?

Is the information relevant, correct and complete?

English: Are the grammar, spelling and punctuation correct?

Style: Does it look attractive?

Does it sound natural and sincere?

Is it CLEAR, CONCISE and COURTEOUS?

Will it give the reader the right impression? Is it the kind of letter you would like to receive yourself?

7 Write, type or dictate your Final Version.

D Work in pairs Here are three extracts from letters that break some rules.

1 Decide what is wrong with each one and underline any mistakes or faults.

2 Rewrite each extract in your own words.

I noticed your advertisment in the Daily Planet amd I would be gratefull if you could sned me further infomration about your products My company is considering subcontracting some of its office services and I beleive that you may be able ot supply us with a sutiable service, Looking forware to hearing form you. Yours faithfully.

Thank you very much for your letter of 15 January, which we received today. In answer to your enquiry we have pleasure in enclosing an information pack, giving full details of our services. If you would like any further information, do please contact me by phone or in writing and I will be pleased to help. I hope that our services will be of interest to you and I look forward to hearing from you.

Yours sincerely,

There are a number of queries that I would like to raise about your products and I would be grateful if you could ask a representative to get in touch with me with a view to discussing these queries and hopefully placing an order if the queries are j satisfactorily answered.

2.5 Sending messages

A Work in pairs Look at this rather confusing memo. What makes it difficult to follow?

MEMORANDUM

All members of staff, Northern Branch KLJ

2 December 20_

As you know, one of the reasons for the introduction of laptops in Northern Branch was to provide us with feedback before we decide whether to provide laptops for staff in other departments. The Board has asked me to submit a report on your experiences by the end of this week. I talked to some of you informally about this last month. During my brief visit I noticed a group of people in the canteen playing some kind of computer game and I heard from a senior manager that he only used his for writing letters - a job for a secretary, surely? So that I can compile a full report, I would like everyone to let me know what they personally use their laptop for, what software they use and how long per day they spend actually using it. It would also be useful to find out how their laptop has not come up to expectations, and any unexpected uses they have found for their laptop, so that others can benefit from your experience.Nh qu ng/ B bit, mt trong nhng l do

As you know, one of the reasons for the introduction of laptops in Northern Branch was to provide us with feedback before we decide whether to provide laptops for staff in other departments. The Board has asked me to submit a report on your experiences by the end of this week. I talked to some of you informally about this last month. During my brief visit I noticed a group of people in the canteen playing some kind of computer game and I heard from a senior manager that he only used his for writing letters - a job for a secretary, surely? So that I can compile a full report, I would like everyone to let me know what they personally use their laptop for, what software they use and how long per day they spend actually using it. It would also be useful to find out how their laptop has not come up to expectations, and any unexpected uses they have found for their laptop, so that others can benefit from your experience.

1 Decide how it can be improved.

2 Redraft it together in your own words.

3 Compare your version with the one in File 63 and with another pair's version.

"Got your e-mail, thanks."

B Work in pairs or small groups Imagine that you don't want to send Messages 1 to 5 as e-mails.

1 Decide what is the best way for each message to be transmitted:

as a letter

as a fax

in a phone call

in a face-to-face meeting

2 Plan and then draft the letters and/or faxes.

3 Another pair receives each letter and fax. They evaluate them according to the 'Golden Rules' in 2.3 C

4 Work with another pair Role-play the phone calls and/or face-to-face meetings.

Message 1 (WP)

From: Export sales manager in France To: Firm in Canada making enquiry

We can't help you with your enquiry. We suggest you contact Ftoss & Go, our agents in Vancouver. I

Message 2 (WP)

From: Marketing manager To: Large customer in a European county

We are moving to our new offices on December 20th. The new office opens or December 27th. Our new address and telephone number is:

Message 3 (WP)

From: Service manager

To: Company in UK with large service contact

You will have read news reports of our merger with AVCO SA Our service depto will operate independently for at least 12 months. Service calls should be made to AVCO, but our own engineers will continue to service your equipment too

Message 4 (WP)

From: ManganiSA

To: Sales Dept. Rheinau Industie AG.

We have received your new catalogue and price list and are puzzled by the price changes to product Code No. F 55609. Can you explain why the price is ten times the previous year's price? Is this a printing error? Look forward to hearing.

Message 5 (WP)

From: Francis Martin, CIQ Paris

To: Mills and Green, Milton Keynes, UK

It doesn't took as if we shall be able to sign that contact for the new order just yet Our purchasing manager is uncertain whether our long-standing co-operation with Texmills can be jeopardized after so many years. It seems he was n't aware of the dealing going on between the MD and Texmills at the time he was negotiating with Fred in Chicago.

*** REMEMBER: Whatever you're writing, always try to think about your reader's reaction.

Unit 3: On the phone

3.1 I'd like to speak to...

A Work in pairs Look at the photos and discuss these questions:

3.1 I'd like to speak to .

B Making a phone call to another company isn't always easy - especially if you don't know the person on the other end of the line very well...

1 2s You'll hear Sylvia Perez trying to arrange an appointment with Dr Henderson, Head of Research at Richmond and Co. Ltd. As you listen, make a list of the things that went wrong:

A misunderstandings X mistakes that the speakers made A 'bad telephone style or behaviour'

3.1 B 3 Transcript |3 minutes 30 seconds | First attempt

Telephonist: Unintelligible and Company. Can I help you?

Caller: Er... can I speak to Dr Henderson, please?

Telephonist: Mr. Anderson. Just one moment. I'll put you through.

Anderson: Yes, Anderson, accounts.

Caller: Oh. er... hello. ... is that Dr Bill Henderson?

Anderson: What? No... no. this is Peter Anderson. You've got the wrong extension. You probably want Dr Henderson in R & D. that's... um... er... 657. All right. 657.

Caller: Oh. um... well. e... can you connect me back through the switchboard, please'.'

Anderson : Huh ! Well. I'll try... (the line goes dead)

Caller: Hello?

Second attempt

Telephonist: Unintelligible and Company. Can I help you'.'

Caller: Yes. I'd like to speak to Dr Bill Henderson, please.

Telephonist: Dr Henderson, putting you through.

Voice: 657.

Caller: Hello. Voice: Oh. hello.

Caller: Um... is... is that Dr Henderson?

Voice: Er... no.

Caller: Oh. er... I'm trying to get hold of Dr Bill Henderson.

Voice: Oh. you want Bill. I'll just see if I can find him. Um... ju... just a moment.

Caller: Thank you.

Henderson: Henderson.

Caller: Oh. good. Um... good afternoon. This is Sylvia Perez. Er... I'm calling you from France.

Henderson: Sylvia who?Caller: Perez.: P-E-R-E-Z. Um... we met last month in... in Berlin at the trade fair. You expressed an interest in our laboratory measuring equipment. Henderson: Oh. yes'.'

Caller: Well, the thing is I'm... I'm going to be in your area next month and I thought I might like to... um... call in and see you. I'd like to discuss the applications you might have for our equipment.

Henderson: Ah. I see. What's This about again?

Caller: Your enquiry about our laborafory measuring equipment. Didn't you get the literature that I sent you?

Henderson: Yes. yes. Um... that was very interesting. Um...

Caller: Well, the thing is: is it OK if I come and see you during my visit next month'.'

Henderson: I see. Yeah, all Right.

Caller: Now what about the morning of Tuesday 10th April, is that OK? Say at about... cr.... 11?

Henderson: I'll just see if I can find my diary... Umm. yes. here we are. Er... April 11th at 10 o'clock you said.

Caller: That's Right. Now, um... is that OK? Is that convenient for you?

Henderson: The next day might be better. Just after lunch for preference.

Caller: Right. so that's ... cr ... The Wednesday. In fact, that'll suit me fine, that's great. Now. shall we say... um ... 2.15?

Henderson: Er... certainly, yes. 2.50. that's... that's fine. Caller: Oh. and by the way. I'll be bringing our agent Don Reece with me i... if that's OK with you.

Henderson: Oh, certainly, Er... what was your name again?

Caller: Sylvia Perez: P-E-R-E-Z.

Henderson: Fine. I'll see You in April Then. You know how to get to our lab. don't you.' Goodbye Then Miss Perez.

Caller: Goodbye Dr Henderson - and... er... actually it's Mrs. Oh. and I'll um... I'll write to confirm the arrangement just to make quite sure we've got everything... absolutely Right. Cng ty Unintelligible & Company ti nghe. Qu ng/ B cn g khng?

Xin vui lng cho ni chuyn vi Dr Henderson.

Vng, ng Anderson. Xin ch mt cht. Ti s ni dy cho ng.

Vng, Anderson phng k ton y.

A l. C phi Dr Bill Henderson khng?

Sao? Khng ti l Peter Anderson. ng gi nhm s b. Chc c l ng mun gp Dr Henderson, phng R&D. ..s ni b l 657. ng ri S 657.

Xin ng vui lng ni li ng dy tng i gip ti.

Ti s c gng (ng dy b ngt)

Al

Gi li ln 2 Cng ty Unintelligible & Company ti nghe. Qu ng/ B cn g khng?

Xin vui lng cho ni chuyn vi Dr Henderson. Vng Dr Henderson, ti ang ni dy cho ng.

657

A l..

Al.

c phi l Dr Henderson khng?

Khng phi.

Ti mun gi Dr Bill Henderson.

ng mun gp Bill. ti xem Bill c u y khngch cho mt cht.

Cm n.

Henderson ti nghe.

ng ri. Xin cho. Ti l Sylvia Perez. Ti Php gi cho ng.

... Sylvia, xin cho bit ch l ai? Perez P-E-R-E-Z. Thng ri chng ta c gp hi ch Berlin. ng c cho bit ng quan tm n thit b o t phng th nghim ca chng ti.

Vng, ng vy.

S vic l ti s n khu vc ca cng ty ng tun ti v ti ngh rng ti c th n xin c gp ng. Ti mun tho lun bit ng s dng thit b ca chng ti ra sao.

Ti hiu. Li c c chuyn na sao?

ng c thc mc g v thit b o t ca chng ti th c hi. ng cha c catal m ti gi cho ng sao?

C ch. Rt hay.

Vy th nu ti n gp ng ti cng ty ca ng vo thng ti c c khng?

ti xem. Cng c.

Sng th Ba 10-4 c c khng? Cng c th l ngy 11?

ti li nht k cng ty. C n y ri. ngy 11-4 lc 10 gi nh Ch ngh.

Tt qu. Nh vy l c? ng thy c tin cho ng khng?

Ngy hm sau na th tin hn. Sau gi n tra th tt bit my.

c. Th th th T. Nh th cng tin cho ti, tuyt lm. Chng ta nht tr l 2.15.

c, 2:50 , rt tt.

Ti s em theo Don Reece i l ca chng ti nu ng ng .

c. xin nhc li tn ch?

Sylvia Perez: P-E-R-E-Z.

c. ti s gp ch vo thng t. Ch bit ng n phng th nghim ca ti ri ch. Xin cho C Perez.

Cho tm bit Dr Henderson v thc ra xin ng gi ti l B. Ti s vit th xin ng xc nhn cuc hn cho chc n...

2 Work in pairs Compare your notes with a partner and discuss these questions:

How did each of the misunderstandings happen? The names Anderson and Henderson seemed to sound similar, so the operator made a mistake. What should each of the people have done or said to avoid the problems and mistakes?

One person must repeat the others words for sure and wrote a letter for confirmation.

3 Work in groups Compare your answers to the questions in 2 with another pair's answers. Decide how yon could avoid making the same mistakes as the speakers in the phone call.

C Now imagine that you're the one who's trying to get in touch with Dr Henderson.

(His phone number is 0044 1234 32453.)

Decide what you would say in each situation ... Dr Henderson is quite a hard man to find!

3.1 C Transcript [2 minutes 20 seconds] I. ring ring 32543.

2. ring ring (unintelligible) and Co. Good morning.

3. ring ring... (sitence) 4 ring ring Hello.

5. ring ring 33543.

6. ring ring Sales department.

7. ring ring Lines from Birmingham are engaged, please try later.

X. ring ring Richmond & Company, good aflerncxm

9. ring ring Dr Henderson's office.

10.OUR phone rings Hello. This is Bitl Henderson. You

wanted me to get in touch...

D Work in pairs Listen to the recording and look at these phrases that are used when you're on the phone. Highlight the ones you find most useful.

3.1 D Transcript 11 minute 40 seeonds|)

First man: Hello. I'd like to speak to Mr. Watson.

Woman: Oh. I'm afraid he's stitl al lunch. Is there anylhing I can do for you help?

First man: No. no. it's all right. I'll call again later today. Thanks very much for your help.

Ms Johnson: Oh. hello. This is Alison Johnson. I'm calling from Cardiff.

Second man: Hello. Miss Johnson.

Ms Johnson: Is Mr. Watson available, please?

Second man: Hold on a moment, please. I'll just find out if he's avaitable... Hello. I'm afraid he's in a mccling. Is there anylhing I can do for you?

Ms Johnson: Er. no. Could you ask him to call me back, please? My number is... Second woman Hello. I'd like to speak to Mr. Walson.

Third man: I'm afraid, he's nof avaitable just now. Is There anylhing I can do lor you?

Second woman: Could you give him a message, please'1 Third man: Yes. certainly...

Ms Richardson: Hello. I'd like to speak to Mr. Walson. Telephonist: Er... I'll pui you through to Mr. Thompson, his assistant. Ms Richardson: Thanks.

Mr. Thompson: Hello, Mr. Watson's office. James Thompson speaking.

Mr. Richardson: Is Mr. Walson avaitable please? My name's Anne Richardson.

Mr. Thompson: I'm afraid he's nof in the office al the moment,

Ms Richardson: Oh. what time do you expect him back 1

Mr. Thompson: Nof untit after lunch.

Ms Richardson: Oh dear. I need to speak to him ralhei

urgently.

Mr. Thompson: Right, I'll ask him to call you back as soon as he's free. Ms Richardson .

First man again: Hello. I'd like to speak to Mr. Walson. Mr. Walson: Speaking.

First man: Oh. hello. Mr. Walson. This is Anthony Buck from...

Hello, I'd like to speak to Mr... Hello, this is Miss ... calling from ... Is Ms ... available, please? My name's .

Speaking.

I'm afraid he's in a meeting I not in the office I still at lunch / not available just now. Is there anything I can do for you? Hold on a moment, please.

I'll just find out if she's back yet I in the other office I

available. I'll put you through to Miss ... I'll ask her to call you back as soon as she's free. What's your extension number I fax number?

Could you ask her to call me back, please? My number is ... Could you give him a message, please? What time do you expect her back? I'll call again later today. Thanks very much for your help.

26

Unit 3 On the phone

E Work in pairs Follow this flowchart to practise making a phone call, using some of the expressions in D. Do this twice, so that you each have a turn playing both roles.

To simulate the situation of

a telephone conversation, you and your partner must sit back-to-back like this:

so that you can't see each other's faces.

Ask, to speak, to Mr Anderson,.B

He's in a meeting

Ask when hell be free,.You dont know. Offer to find out.

Say youll wait. He wont be free till after 6 p.m.You want him to call you first thing tomorrow Find ou callers name and number.Give,your (real) name and number. Note down the information and say youll leave the message onhis desk. Say thanks and goodbye.

F Work in small groups Find out what your partners think about these questions:

What is difficult about making a first-time call to a stranger?

What can you do to make such calls easier?

What can you do to establish a relationship with a stranger more quickly?

How can you make sure that the other person knows who you are and what you want?

If you have proposed an appointment or a meeting, how can you be sure that the other person has fully understood your intention?

"I'm not available right now, Willis, but if you leave a message, I'll get back to you as soon as I can." /3.2 Getting people to do things

A Work in pairs Look at the pictures and discuss these questions:

What's happening in each picture?

What exactly are the people going to say to each other?

Why is it important to sound and look polite when asking people to do something for you?

B Work in pairs Listen to the recording and follow the instructions below. After each step compare notes with your partner.

1 You'll hear two colleagues on the phone. Put a 0 or B to show if terry agrees or refuses to do these things for Jane.

send a copy of the report

arrange accommodation

call Sandy in New York

translate a document into English

check her punctuation and spelling

3.2 B2 Transcript 11 minute 20 seconds 1

Requesting

Terry: Hello.

Jane: Hello. Terry. Are you very busy just now'.' Terry: Nof really, no.

Jane: Do you think you could help me with a couple of things'.'

Terry: Oit, sure.

Jane: Well, first of all: you know the German report?

Terry: Yes.

Jane: Well, could you send a copy of it off to Frankfurt for me?

Terry: OK. do you want me to lax it, or send it by mait?

Jane: Oh. fax. I think. Now. lets see. oh Then would vou mind arranging accommodation for Mr. Berglund. he needs u for Firday nighl.

Terry: Friday night, sure E.r... Hoiel Coniinenlal. as usual?

Jane: Mm. dial's right. Oh. then could you get in touch with Sandy in New York after lunch and ask her to call me tomorrow?

Terry: Ah... I'll be over al the facfory this afternoon, er... I won't he able to do that.

Jane: Oh. well, never mind. Another thing I'd like vou to do is translate the technical documents into English Terry: Er... Jane. I'm sorry bin I can't. I've got this report

10 finish by II o'clock and it's just nof possible...

Jane: Oh. well. look, al least could you just cheek my spelling and punctuation in the sales literature if I bring

11 over to you'.'

Terry: But my spelling is terrible. I'll ask Annette to do it.

Jane: All right..._

2 Listen to the conversation again and highlight the phrases they use: Requesting

I'd like you to ..., please. Could you ask ... to ... for me? Could you ..., please? Do you think you could ...? Would you mind ...-ing ...?

Sure. Certainly.

I won't be able to ..., because ... I'm sorry but...

I'm afraid that's not possible, because .

3 You'll hear two more colleagues on the phone. Put a 0 or 0 to show if SALLY accepts or rejects each of Bill's offers to help.

check today's correspondence

call a taxi for the airport

check her hotel booking

deal with the weekly report

call Amsterdam

4 Listen to the conversation again and highlight the phrases they use:

3.2 B 4 Transcript 11 minute 20 seconds| Offering to help

Bitl: Morning. Sally, Will you be in This afternoon?

Sally: Oh, hello. Bitl. No, I've got to calch the three

o'clock plane instead of the evening one.

Bitl: Oh, goodness. Um... well, would vou like a hand

with some things you've got to do?

Sally: Oh. that would be great, if you're sure its no

trouble.

Bitl: No. no trouble al all. Urn...would vou like me to check today's correspondence?

Sally: Oh. yes. Yes. dial's very kind of vou. Look if you do that. can you sign the letters for me as well, please?

Bitl: Yeah, of course, no problem. And Then shall I call you a laxi to the airport? Sally: Yes. Yes, please. Now. let me think. I'll need to leave slraighl after lunch so... um ... oh well, no. heller make it 1.30. that'd be safe. Bitl: OK, 1.30. And... um... w