Introductions
Formal
Informal
May I introduce you to Dr Petersen? Hello. I dont think weve met before.
Hello, you must be Lena.
Neutral
Id like to introduce you to Thomas Tauber.
Can I introduce myself? My name is / Im Ralph Keller.
Can I introduce a colleague of mine? This is Pedro Romero.
Formulas
How do you do?
Pleased to meet you.
Please call me Anna.
Greetings
Formal or neutral
Good/Nice to see you again.
How are you?
Informal
Hi, Tom, how are you doing?
WELCOMING A VISITOR
The visitors journey
The visit
Did you have a good flight?
Is this your first visit to Prague?
How was the journey?
Have you been to Brussels before?
Apologizing for the delay
Weather
I hope you havent been waiting long
What is the weather like?
Sorry to keep you waiting
Isnt this weather wonderful/terrible?
Accommodation
Work
Where are you staying?
What do you do?
Whats your hotel like?
Who do you work for?
Home town/ country
Interests
Which part of Canada are you from?
What do you do in your spare time?
Where in France do you live?
Do you do any sport?
Hows work?
How are you?
Pleased to meet you.
I havent seen you for ages!
How are things going?
How do you do.
Nice to see you again!
You must be Marco.
B
a. Pleased to meet you, too.
b. Not too bad, thanks. A bit busy.
c. How do you do
d. Yes, thats right.
e. Very well, thanks. And you?
f. Its good to see you again, too.
g. No, Ive been away a lot recently.
h. Everythings going fine, thanks.
Name
Title
Valrie
Product designer
Greg
Sales manager
6. Piet van Els is welcoming Bob Wyatt, a visitor from Toronto, Canada. Read
the conversation. (Int. Express)
1. What topics do they talk about?
2. What questions do you think they asked?
Piet
Mr W
Piet
Mr W
Piet
Mr W
Piet
Mr W
Piet
Mr W
Piet
_______________________________________________________?
Just three days. Im flying back the day after tomorrow.
2. Piet
Mr W
_______________________________________________________?
Ive been with Star TV for four years now.
3. Mr W
Piet
______________________________________________________?
Yes, it is. We do get good weather in London sometimes!
4. Piet
Mr W
_______________________________________________________?
I went to New Zealand with my wife and our two daughters.
5. Piet
Mr W
_______________________________________________________?
Yes, I play ice-hockey in winter and I do some sailing in summer.
Tim!_____________________________________________ Hello!
Yes, its been a long time. ____________________________
And ____________________________________ I suppose we last
met a year ago.
Thats right. Soare you busy? _____________________________4
________________________________________5 Weve just finished
our new TV Commercial. Look, this is it!
2. A young assistant, Lucy Lang, comes to take Jan to Stefan Herbsts office.
Complete the conversation. Use the phrases in the box.
Did you have any problems finding us?
Im Lucy Lang, Mr Herbsts assistant.
LUCY
JAN
LUCY
sport
the hotel
the company
Sales Director
Sales Director
Sales Team
Sales Assistant
2. Responsibilities/functions
The Controller is responsible for accounting throughout the company.
The Production Department takes care of product manufacturing.
The Factory Manager is in charge of plants and equipment.
3. Titles
Below are the main managerial titles with common US equivalents in brackets:
Chairman/Chairperson (President)
Managing Director (Chief Executive Officer/Senior Vice-President)
Finance Director (Vice-President Finance)
Sales Manager (Sales Director)
Note: The directors and chairman of a company usually sit on the board of directors (executive
board).
4. Affiliates
Rossomon International
Rossomon Japan(55%)
Rossomon International is the parent company. Rossomon France, Rossomon Germany and
Rossomon Japan are subsidiaries (more than 50 per cent owned by the parent).
Board of Directors
Vice President
Vice President
Vice President
Finance
Production
Sales & Marketing
Exports
is responsible for
supports
is in charge of
is accountable to
supported by
consists of
Vice President
Human Resources
Domestic Sales
is headed by
_____________________
Public Relations Officer
__________________
Product Manager
_____________________
Public Relations Assistant
READING
Look at the organisation chart for Cooper France. Then complete the chart with the names of
Jean Lamadon and his colleagues and their position in the company (where possible). Find the
information in the text and in the box.
General Manager
Sales Secretary
Sales Manager
Agent
Sales Representative
EAST
My names Jean Lamadon, and Im one of the two salesman managers here at Cooper France. Cooper is
an international group based in America which, among other things, produces tools and equipment for the
professional and consumer markets. The group has subsdiaries in several European countries.
I suppose that if Im going to describe how things are organized here in France Id better start at the top.
Thats where youll find Alain Madrange who is everybodys boss here. He controls all aspects of Finance
and is in permanent contact with our Head Office. Both myself and Michel Carnelez, who is the other
sales manager, report directly to him.
As I said, there are two sales managers, because we sell two different categories of products in France.
The first is electrical equipment which is used for assembling components for printing circuit boards.
Thats my area. The other is what we call tools and hardware which includes a lot of quite different
products, mostly sold in Do It Yourself shops all over the country. Michel Carnelez is in charge of that
and he doesnt have any Cooper employees working under him apart from Silvie Cieutat, his sales
secretary. That means he relies entirely on a national network of ten sales agents including his Paris agent
Daniel Royatte. Michel spends much more time than I do marketing and promoting his products.
The way my department is organised is really quite simple. About 80% of our business is done through
distributors and the rest is direct to major account holders, who are our really big customers. As we sell
all over the country, this means I need a team of salespeople. At the moment there are four, each
responsible for one territory: Cyril Jehanne for the north, Jean Noel Echave for the south, Daniel Lorand
for the west and Patrick Amat for the east. I also have a customer services assistant, Jocylene Cuisy, and a
sales secretary, Marie-Christine Chaussadas.
Together they run the sales office and look after most of the administration.
Now listen to a woman talking about BICC Plc and write the relevant information of the
company.
(Business Objectives OUP - TS 26)
7
ORAL WORK IN PAIRS, READ THE TEXT AND ANSWER THE QUESTIONS
DIFFERENT KINDS OF COMPANIES
Offices
UNIT 2: EMPLOYMENT
SOCIALISING: POLITE EXPRESSIONS
Agreeing
Yes, certainly
Yes, of course.
Not at all.
Refusing
Im sorry but ....
Im afraid .
Agreeing
Yes, certainly
Yes, of course.
Please do.
By all means.
No, not at all.
Refusing
Im sorry, but...
Im afraid....
Thanking
Thanks.
Thank you very much indeed.
Its very good of you.
Replies
Youre welcome.
Dont mention it.
Not at all.
Its a pleasure.
Apologizing
Sorry.
Im extremely sorry.
Replies
Its OK.
No problem.
It doesnt matter.
Dont worry about it.
Accepting
Refusing
Please....
Do....
Inviting people to do
something with you.
Would you like to...?
Thank you.
Accepting
Refusing
NOTES:
1. Request forms are listed with more informal examples at the top and more formal at the
bottom. So, for example, we are more likely to use Can you...? if we are making a small
request to someone we know well, and Would you mind...? when making a big request to
someone we dont know well.
2. Notice we use different forms for asking people to do things and asking for permission to
do things.
3. The word mind means object to or be annoyed by, so to agree to requests that contain this
word you have to say No, or No, not at all.
4. The verb forms change in these two requests:
Would you mind lending me your pen?
(mind + -ing form)
Would you mind if I used your phone?
(mind + subject + past tense)
5. Note the difference between these two:
Would you like to go to the meeting?
(Would you like + to infinitive)
That means that you are offering somebody to do something himself/herself.
Would you like me to go to the meeting?
(Would you like + object pronoun + to
infinitive)
That means that you are offering somebody to do something for him/her.
6. If youre refusing a request, its generally polite to give a reason.
7. We use the expression Do you want a hand? when we offer to work alongside someone.
8. We can invite someone to do something themselves by saying please or do.
Please sit down.
Do help yourself.
9. Simply saying yes is not enough when you are accepting an invitation. Its important to
sound positive and enthusiastic.
10
EXERCISES:
Polite questions
A. Match each polite question on the left with a sentence from the right that has a
similar meaning.
1.
2.
3.
4.
B. Now rewrite these sentences as polite questions. Begin each one with Would you...?
1. I can send you our latest annual report. Do you want me to?
Would you__________________________________________________?
2. Id like a day off next week. Is that OK?
Would you__________________________________________________ ?
3. Do you want to fly Business Class?
Would you __________________________________________________?
4. Please wait a few minutes. The manager is busy at the moment.
Would you ___________________________________________________?
5. We can pay you in advance if you want.
Would you ___________________________________________________?
6. Please dont park here. The visitors car park is over there.
Would you_________________________________________________________?
SOCIALISING: REQUESTS AND OFFERS
Agreeing
Yes, certainly
Yes, thats no problem
Yes, of course.
Refusing
Im sorry but thats not possible (Its too late).
Im afraid not. (I have to go now).
Offering
Accepting
Would you like me to (book a room)?
Thats very kind of you.
Shall I (change the flight)?
Yes, please.
Declining
11
EXCHANGING INFORMATION
Asking
Id like
Could / Can you tell me (how many flights a day there are)?
Do you happen to know (what time the airport bus leaves)?
Checking
You did say (Tuesday), didnt you?
Thats (the 12th of this month), is it?
So (the flight leaves at 8.15)?
Sorry, did you say (thirteen or thirty)?
Showing you understand
I see.
Right. Ive got that.
Confirming
Yes, thats right.
I said (thirteen).
Correcting information
Sorry. I made a mistake. Its forty, not fourteen.
Work in pairs. Practice the dialogues with your partner using the phrases in the box.
Can you?
Would you mind . (+ ing)?
Do you think you could ?
Ask
1.
2.
3.
4.
5.
6.
7.
8.
Could you?
Id like you to
Do you mind (+ing)?
12
2. 6.4. Listen to a conversation between Rosa and Claire. Write the information Rosa
asks Claire to get.
From
To
Day/Date
3. 6.5. Listen to the phone call Claire makes to Executives Travel Services. Write the
times of flights in her notebook.
FLIGHT
From
To
Day/Date
Departure
Arrival
nd
London
Bilbao
Sunday 2
Bilbao
Seville
Tuesday 4th
Seville
Valencia
Friday 7th
Valencia
Barcelona
Saturday 8th
Sunday 9th
13
STUDENT A: Your name is Pat Thacker and you work for Hense Bank in
Germany. You need to travel to England on a business trip and you need
flight dates and times for February the 26th , arriving before 11 in the
morning, and returning to London on the 28th, in the afternoon. Ask about
prices.
STUDENT B: Your name is Peter/Petra and you work for Special Travels in
Germany. The information about flights to England from Frankfurt is the
following:
Departing Fkf: 8.25 Arriving 10.00
Departing London: 15.05
Arriving 16.35
9.25 Arriving 11.00
16.35 Arriving
18.05
STUDENT A: Your name is Louis Morris and you are having lunch with a
customer at your office. Offer him/her drinks and food.
STUDENT B: Your name is Julian Sax and you are having lunch with Louis
Morris. You are allergic to milk and a vegetarian.
5. Rewrite the indirect questions as direct questions.
1. Could you tell me what time the 10.30 flight from Paris will arrive?
_________________________________________________________________________
2. Do you know if there are any cancellations on the 8 am. flight to Moscow?
_________________________________________________________________________
3. Id like to know where I can get some foreign currency?
_________________________________________________________________________
4. Can you tell me where you bought your tax-free goods?
_________________________________________________________________________
6. Rewrite the direct questions. Use introductory phrases from 9.
1. Are there any seats available on that flight?_____________________________________
2. Has the plane from London Heathrow arrived yet?_______________________________
3. Is there a connecting flight to Manchester?____________________________________
4. Which terminal should I go to?______________________________________________
PRONUNCIATION
1. 6.7. Listen to the corrections. Circle the
correct information.
1. 4th
14th
4. Frankfurt
Berlin
4. Toronto
14
2. 30th 13th
5. 12.45
12.30
2. 19th
5. 13.45
3. Zrich Geneva
6. 07.30
07.20
3. Rome
6. 15.50
GIVING DIRECTIONS
7. Carl is giving Kathrin directions. Listen to the dialogue and complete the
sentences. (Audio 9- English for Socialising. OUP)
1. Its just ______________ the corridor, the third door ______________ the left.
2. Ill show you ________________ it is.
3. But actually, I thought maybe I could just pop ______________ Rogers office and say
hello.
4. Where is he? - _________________ the third floor.
5. So, go _________________ the door and turn left to get ______________ the lift.
6. Then, _______________ you come out of the lift, go right, and its the
_______________________ door on your left.
7. So, Ill meet you _________________________ here in about ten minutes?
8. Youre in your office with a visitor. Look at the sketch below and complete
the sentences with the correct words. Then practice with a colleague giving
him the instructions to go to different parts in the office.
Conference room
Kitchen
Lifts
Selins
office
Svens office
Server room
Secretariess
office
Toilet
Claras office
Michaels
office
Photocopier
Storage
room
Your office
Meeeting room
Lobby
15
UNIT 2: EMPLOYMENT
BUSINESS : TALKING ABOUT YOUR JOB
1. LOOKING FOR A JOB. Listen and complete the text. (New Insights into Business
Longman TS 7)
When a company needs to ________________ or employ new people, it may decide to
advertise the job or __________________ in the appointments section of a newspaper. People
who are interested can then ________ ________ the job by sending in a 4____________ of
________________ or 5______________ __________ (AmE: cover letter), and a
6
________________
____________ or CV (AmE: resum), containing details of their education and experience. A
company may also ask candidates to complete a standard 7____________ ___________. The
companys human resources department will then select the most suitable applications and
prepare a 8_________________ of candidates or 9________________, who are invited to attend
an 10_________________. Another way for a company to 11_______________ is by using the
services of a 12________________ ________________ (AmE=search firm) who will provide
them with a list of suitable candidates.
2. JOBS: Complete this extract of a letter of application with suitable words.
'My name is Jean Wilson and I have just started working _____ a bank. I graduated __
Edimburgh University last year with a degree ___ Business and Management. Now I am going
to train ____ an accountant. I think I will do well because I am good ___ figures and I am
skilled ____ using computers. I think that training ____ a specific job will be more interesting
than the general education I got at university.'
3. JOB ADVERTS: New Insights unit 2 P 20
Look at the job advertisement below. Listen to the conversation and complete the missing
information.
PREFER A CAMPING TRIP TO A COCKTAIL PARTY?
PATAGONIA has a new position open:
1
_________________ ___________________ Associate
Job is based in 2 _________________. Candidates must have substantial 3 ________________/
__________________ experience and strong 4 ________________________ skills. They must have
serious proficiency in technical sports (skiing, kayaking, climbing) and outdoor experience.
16
patagonia
Reitmorstrasse 50
8000 Munich 22 Germany
The interviews will be in Munich during the last week of 8_______________________.
4. RECRUITMENT: Choose the best word from the brackets to fill the gap.
1. I had a 9-to-5 __________ when I left school but I hated it. (job/work)
2. We have a ____________ system but everybody must be here between 9 and 2.
(repetitive / flexitime)
3.We all look forward to 5.30 because then we can ______ off for the day. (shift/ clock)
4. We need to ___________ four new people for our office in Manchester. (join/ recruit)
5. We are using a recruitment ___________ to find them for us. (agency/headhunter)
6. They advertised the ___________ in the local newspaper last week. (positions /applicants)
7. So far, 60 people have applied for the ___________. (works / posts)
8. On Monday, we will draw up a ___________ of 10 or 12 people. (reference / shortlist)
9. Then we'll invite them all to come for an __________. (interview / appointment)
10.We hope to __________ the succcessful applicants by the end of the month. (apply / appoint)
5. PAYMENT: Choose the best word from the brackets to fill the gap.
1.
2.
3.
4.
5.
6.
6. OUT OF WORK: Complete the sentence with an appropriate word. The first letter is
given.
1. I didn't like the way the company was being run so I r_____________.
2. They l________ o_____ 200 people in March and 50 more in September.
3. I have regular performance r_______________ with my manager.
4. She was f____________ for copying company software on to her PC.
5. If you break the safety rules you can be d__________________.
7. REMUNERATION: Match the word from column A to its best definition in B. There is
one word that you don't have to use.
A
a) severance payment
b) stock options
c) compensation package
B
1. American term for all the benefits an employee receives.
2. Payment for those who have stopped working.
3. Benefit that lets employees buy company shares at low price.
17
d) remuneration
e) performance-related
f) fat cat
g) boardroom row
h) pension
8. WORKPLACE: Choose the best word from the brackets to complete the sentence.
1. I am in charge of training in the human __________ department. (support /resources / staff)
2. We have 200 people on our ___________ (recruitment / business / payroll)
3. Our ___________ department is responsible for recruitment. ( personnel / employee / worker)
4. We have a ____________ of 65 in London and about 30 in Paris. (staff / union / headquarters)
range
suppliers
discount
niche
Wal-Mart is already manoeuvring to bring its vision of retailing to the European consumer. In the
US, the company operates stores that are often twice as big as their European equivalents and
which sell a huge selection 1____________of quality products at a significant price reduction
2
_______________. However, duplicating its success on the old continent may prove to be just
as difficult as conquering the New Worlds markets. Firstly, Europe with its limited space
available for building new stores and its high operating costs 3_______________ may make it
more difficult for the company to produce the same positive financial results 4______________
than it has had in the US. In addition to that, it may be difficult to persuade companies that
provide goods for retailers 5 _________________________ to do business with them in the same
way as they do in the US. But with its purchase of the British supermarket chain ASDA, WalMart clearly wants to establish a particular market 6_____________ for itself in Europe.
FACE TO FACE
WHAT IMPRESSION DO YOU TRY TO GIVE THE PEOPLE YOU DEAL WITH (IN BUSINESS)
I try to be:
pleasant
sincere
efficient
alert /lively-minded
clear
distinct
friendly
warm
polite
certain/sure
I try not to be:
unfriendly
kind
nice
open-minded
affable
amicable
cordial
welcoming
courteous
confident
calm
unpleasant
relaxed
tranquil
composed
collected
self-possessed/
self assured
honest
upfront/upright
skillful/skilled
expert
clever/intelligent
active
proficient
trained
experienced
helpful
reliable
trustworthy
honourable
unreliable
unintelligent
18
shy
aggressive
asleep
vague
unclear
imprecise
ambiguous
cold
unsociable
hostile
unkind
timid
diffident
anxious
worried
nervous
undecided
uncertain
dishonest
devious
underhanded
inept
clumsy
sleepy
lazy
stupid
unclever
prejudiced/
biased
inefficient
nasty
unhelpful
off-hand
brusque
rude
2. Read the text and underline the adjectives that describe personal attitudes and qualities.
UNDERSTANDING BODY LANGUAGE
What you say with your body can be as important as what you say with words. In meetings,
negotiations, and social situations it is important to think about body language gesture,
posture, facial expression, eye contact, and other non-verbal signals. Look at these people,
for example. Which of these words would you use to describe them: interested, bored,
thoughtful, aggressive, neutral? How did you decide?
Of course, body language can mean different things in different cultures. In western
countries, crossing your arms can indicate you are suspicious or even hostile, but smiling
and keeping your hands visible can indicate you are open-minded. If you play with a pen or
even your hair, it can mean you are distracted; but putting your hand on your chin show you
are thoughtful. Leaning back in your chair can sometimes seem rude, but leaning forwards
slightly can indicate you are attentive. Nodding gently when someone is making a point can
show you are supportive and encouraging. If you stare at someone they may think you are
being intrusive, but establishing good eye contact is important if you are trying to be
decisive.
4. Look at the list of adjectives in the box and answer the questions.
attentive
friendly
bored
interested
decisive
intrusive
distracted
neutral
encouraging
rude
supportive
neutral
rude
diplomatic
enthusiastic
flexible
innovative
motivated
punctual
responsible
thorough
19
Employee profile
An excellent employee who is able to be trusted _______________1. He is always on time
______________2, and is clearly interested in his work and works hard _________________3. His ideas
are new________________________4, and he is sure about his own ability_______________5 when
putting them forward. He is also good at dealing with people in difficult situations _________________6,
and is able to change to suit new situations___________________7. Perhaps he needs to be a little more
logical and scientific _________________8 about his approach, but his reports are very
detailed___________9.
His best quality is that he is excited and interested______________________10 about everything!
CV
SALESPERSON REQUIRED
Work Experience:
2006-2008
Portman
Jan
Jan
Salesman for
and hardware.
Award for salesperson
of the year in 2007
2008- present Sales Manager for
Jan
southeast division in
Brightland Comms.
managing team of 20
salespeople.
Responsible for sales
of communications
equipment.
PART 2
1. Use the words in the box to complete the sentences:
impression
positive
enthusiastic
relax
charming
motivate
21
1. Good managers _________________ their staff and make them want to work harder.
2. It is important to ________________ in an interview so that you dont look nervous.
3. It is good to have a ____________________ attitude to believe that everything will be
fine.
4. To make a good _______________ on people, you should dress smartly.
5. He is a very ______________________ man, always polite and pleasant to others.
6. She is very energetic and ______________________ - she really enjoys her work.
Personality?
Experience?
Academic background?
PART 3
1. Match the words 1 to 8
with their opposites a) to h)
1. falling
2. decreased
3. nervous
4. expansion
5. weak
6. difficult
7. lower
8. stupid
a) clever
b) easy
c) higher
d) strong
e) rising
f) increased
g) confident
h) contraction
3. Discussion topics:
Do you think Steve will get a job with Bateman Retail Technologies?
Do you think Jennifer should have introduced herself earlier?
Do you buy things on-line? What do you think of retail websites?
22
PART 4
1. Choose the correct word or expression from the box to complete each
sentence.
discount
guarantee
parent
special offer
promising
1. She had a _________________ career as a dancer, but then she broke her leg and had to stop.
2. We ______________________ to deliver on time or we will give you a refund.
3. We only have one office in London, but our ___________ company has offices all over the
world.
4. We can offer you a 10 percent ________________ for large orders.
5. We have a ______________________ at the moment two for the price of one.
23
Inviting
Accepting
Would you like to join us for lunch?
Thank you. That would be very nice.
Would you like to come to our barbecue?
Thanks. Id love to.
How about joining us tonight?
Responding politely
Oh, dear. Ive just split some wine
Antonio sends his regards.
I hope you have a good weekend.
Im afraid I didnt catch your name.
Never mind.
Thank you. Do give him mine.
Thanks. The same to you.
Its Claire. Claire Hallan.
SAYING GOODBYE
(I = Informal. All other forms = neutral)
I think I should get back to my hotel now (as Im leaving very early tomorrow)
I think I should be going.
I must be off. (I)
I have enjoyed meeting you.
3. 12.5. Listen to some more comments made by people at the party. Tick the most
appropriate response. Then listen again and check (International Express)
1. a. Never mind.
b. Its Claire. Claire Hallan.
25
6. a. Really?
b. Oh, Im sorry to hear that.
7. a. Never mind.
b. Dont mention it.
8. a. Yes, I expect so.
b. Thanks. The same to you.
4. TS24. Listen and check your answers. (English for Socializing Express Series)
1. What did Anna say about the tuna?_____________________________________________
2. Does Bruno often eat at the restaurant?__________________________________________
3. When did Carlo get married? _________________________________________________
4. Where did Anna spend her last summer holidays?_________________________________
5. Does Anna do any sport? Which one?___________________________________________
6. Which countries does Anna mention at the end of the conversation?____________________
My husband wanted to be here too, but hes been doing too much and the doctors
told him to rest for two weeks.
HELEN
26
__________________________________________________________________
4
GUEST 5
HELEN
GUEST 5
GUEST 6
HELEN
__________________________________________________________________6
GUEST 7
How do you like your coffee?
HELEN
__________________________________________________________________7
GUEST 8
Do you have to leave so soon?
HELEN
__________________________________________________________________8
Im leaving at 6.00 in the morning.
12.4. Listen to the conversations and check your answers.
Giving opinions
27
Agreeing
Disagreeing
I agree
Opening
Stating objectives
Moving on
28
Interrupting
Could you explain what you mean by that? Before you go on, could I say ...?
Would you mind repeating that?
Checking agreement
Summarizing
So, to sum up
Concluding
Closing
29
Opening
_______________________________
Stating objectives
The aim of the meeting is to_________________
Interrupting
Just a minute, Rosa, could I just ask something?
_____________________________________
Checking agreement
___________________________________________
Moving on
_______________________________
Concluding
Well, I think thats everything. Is there anything else
you want to discuss?
Summarizing
________________________________
Closing
Good. Lets call it a day, then________________
2. Work in groups. Each person chooses one of the topics below and starts a short
discussion of that topic. Give your opinions and explain why you agree or disagree with
your colleagues.
1. Public transport should be state-owned, not privatized. A public transport system can either
make a profit or provide a good service. It cannot do both.
2. University education should be free and the state should pay the cost of students
accommodation, food, and books.
3. All employees should get a share of a companys profits, not only senior management.
4. Unemployed people who get payments from the state should do some kind of work in
exchange for the money they receive.
3. Claudia Stamitz, CEO of Data-Flash, is discussing the new Baltic region operation with
her Sales Director, Harry Brice, and Finance Director, Michel Marat. Complete the
conversation using phrases in the box.
You could be right, but
would you like to start?
Sorry, but could you explain what you mean by that?
Do we all agree then?
Personally, I think
Yes, Id go along with that.
Then lets move on to the next topic.
The aim of this meeting is to
Excuse me. Could I come in here?
CLAUDIA
HARRY
CLAUDIA
HARRY
MICHEL
CLAUDIA
HARRY
MICHEL
HARRY
MICHEL
CLAUDIA
MICHEL
CLAUDIA
Well, until recently, I thought we should open in Stockholm, but now I feel that
we should look to the east.
_______________________________________________________________3.
Yes, I mean the eastern Baltic states Estonia, Latvia and Lithuania. Theyre
small, but theyre dynamic and their economies are growing fast.
_______________________________________________4. Costs are also much
lower there than in Sweden or Finland.
Thats a very good point. But which one should we choose?
_______________________________________________5 Estonia could be the
right place. There are a lot of skilled technical people there.
_______________________________________________6 Estonia is very small.
What about Lithuania? The population is bigger, and its got probably the fastestgrowing economy in the whole EU. I think we need to find out more about all
three Baltic states in order to...
______________________________________________7 I have to make a trip
over there next week, so I suggest that I do some research and report back to our
next meeting.
Good idea!
I think so, too. ____________________________________________________8
Yes, definitely.
Good. ___________________________________________________9 Thats our
new Baltic Regional Director
7. In Africa, when you meet someone for the first time, it is considered polite to
a) ask about the health of your hosts family
b) talk about the weather
c) compliment your host on his appearance
8. If you are invited to a home or a school in a Buddhist country, you shouldnt
a) pat a childs head
b) shake a childs hand
c) give a child a present
9. Which American habit is likely to be seen as a sign of disrespect in Asian countries?
a) taking off ones jacket
b) crossing ones legs when sitting
c) looking people in the eye
10. If you are invited to a British friends home for dinner, it is usual to arrive
a) well before the stated time
b) exactly on time
c) a few minutes after the stated time
11. In Britain, it is not considered polite to ask your host
a) how his wife is
b) how much he earns
c) how is business is going
2. COUNTRIES AND NATIONALITIES. Match the words from the three columns below
to make sentences. Transform the names of the countries into adjectives:
1. Hola
2. Ferrari
3. Evian
4. Mateus Ros
5. IBM
6. AGFA
7. Philips
8. Carslberg
9. IKEA
10. BBC 1
11. Olympic
12. Pravda
13. Aker AS
14. Istambul
15. Nokia
Denmark
Norway
France
Holland
Spain
Finland
USA
Britain
Turkey
Portugal
Russia
Germany
Greece
Italy
Sweden
furniture retailer
newspaper
computer company
beer
electronics company
industrial company
mineral water
seaport
airline
car manufacturer
photographic company
wine
mobile phone company
weekly magazine
television channel
32
4.___________________________________________________________________________
5. __________________________________________________________________________
6.___________________________________________________________________________
7.___________________________________________________________________________
8.___________________________________________________________________________
9.___________________________________________________________________________
10.__________________________________________________________________________
11.__________________________________________________________________________
12.__________________________________________________________________________
13.__________________________________________________________________________
14.__________________________________________________________________________
33
In some countries, such as America and Germany, people tend to be explicit in communication.
Ideas are fully spelled out, and when trying to understand a message, people will depend on what
has been actually said or written. In other countries, such as Japan, people tend to speak and
communicate in an implicit and indirect manner. In this case, people depend on common
understanding in knowledge and etiquette to extract the underlying message.
Individualism Versus Collectivism
In individualist cultures, such as America, individuality, independence, and self-determination
are valued. In collectivist cultures, such as Japan, people are expected to identify with and work
well in groups. In exchange for their loyalty and compliance, people receive a sense of security,
protection, and shared responsibility.
Masculinity Versus Femininity
The cultures that are more masculine, such as Japan, value competitiveness, assertiveness,
ambition, and the accumulation of wealth. On the other hand, feminine cultures, such as Sweden,
place more emphasis on relationships, compassion, and the general quality of life.
Uncertainty Avoidance
This dimension concerns the level of uncertainty and ambiguity that members of a culture are
comfortable with. Cultures that are high in uncertainty avoidance prefer rules and structured
circumstances. Within their structured environment, these people tend to be more emotional and
expressive. Cultures that are comfortable with uncertainty avoid rules and in general are less
emotionally expressive and pragmatic.
Every culture possesses a unique mixture of attitudes, values, and social expectations. When
conducting business across countries, it is vital that business representatives are provided with an
understanding of the cultural differences and are able to be sensitive to them.
34
The Spanish can be described as a cheerful and outgoing people. Their warmth and initial
friendliness may appear perfunctory or superficial to a reserved foreigner but in fact allows a
way of observing social niceties whilst at the same time affording the time and a proper
opportunity to get to know someone.
When doing business in Spain, note that relationships built in a face-to-face environment are the
be all and end all. People will want to spend time getting to know others in order to ensure the
right chemistry exists for a business relationship. It is therefore important to present yourself in
the best possible light; the Spanish appreciate people who are dignified yet modest. The ability to
be amusing and entertaining is also much prized and humour plays an important part even in
business meetings and discussions. Banter is acceptable but be sure not to employ sarcasm as it
may get lost in translation and cause offense.
Meetings & Negotiating:
Initial meetings may be more focused on the relationship rather than business. Let your Spanish
counterpart take the lead.
There may be an agenda and a starting time, but they serve more as guidelines rather than a rigid
timetable. Issues may be discussed simultaneously rather than separately. Several people may
also try to speak at once and interruptions are not uncommon. If this happens it should not be
interpreted as rude but rather an indication that what you were saying was of great interest.
Discussion topic: What do you think of the Spanish version? Do you agree or do
you disagree?
.at
.pt
.by
.se
.cz
.si
.de
.sk
.dk
.ua
.ee
.no
.fr
.gr
.ie
.it
.lv
.nl
35
.au
.ca
.co.uk
.es
.gov
.ibm.de
.org
.at
.ch
.com
.net
36
Now lets watch a video in which you will learn about cultural differences when
writing e-mails.
http://www.videojug.com/interview/cultural-differences-in-business-e-mail-2
UNIT 5: ORDERS
SOCIALIZING: TELEPHONE CONVERSATIONS
Announcing identity
(Caller)
Hello, this is Barbara Ling.
Good morning. Its Rebecca Park here.
Requests
(Caller)
Id like to speak to somebody about Whats the order number?
Can you give me some information
Can you give me the reference no.?
about?
When did you send the order?
Whats the position on?
Ill have to check with the department
Could you bring delivery forward
Can I consult it and call you tomorrow?
by a few weeks?
1. (U1-T1&2) Write a message for each of the people the callers wanted.
(English for Telephoning CUP)
1. Phone message.
2. Phone message.
Caller:
Message:
Caller:
Message:
2. Complete the sentences with words from the box. Use each word only once.
here
see
in moment
mobile holding
speaking
hold
1.
2.
3.
4.
2. ____________
5. ____________
3.____________
6.____________
Callers name
Name of company
Person wanted
2.
6. Complete the sentences with words from the box. Use each word only once.
hold
extension
1.
2.
3.
4.
5.
6.
7.
8.
9.
Directory
code
confirm
mobile
Internet
dialled
appointment
bothered
Company wanted
Company answering
Making enquiries.
10. Complete the sentences with words or phrases from the box. Use each sentence only
once.
increase
rates
order
gone up
charge
shares
lowest
give
special
1. Here are the _____________ prices available for the flights you wanted.
2. Couldnt you manage to ____________ me a better discount for this large _______?
3. Its a good price it hasnt ____________ since last year.
4. Weve had to ________ prices in line with inflation.
5. We can offer you a ___________ discount if you order by the end of the month.
6. Our room ____________ compare favourably with similar hotels in the area.
7. How much do you ____________ for each transaction?
8. I think investing in ____________ in the dotcom sector may be risky now.
11. (U3-T6) Listen to the phone conversation and complete the email.
To: Maggie Redwood
Subject: Order
Dear Maggie,
This is to confirm our conversation earlier. The price for ________________
XJ33 power supplies is US$ ______________ each.
I look forward to receiving your order.
I will also forward a sample _____________________.
Best regards,
Takumi Kijama.
Placing an order
Ordering
(Caller)
Were ready to order now.
Wed like to place an order for 200
packs of printer paper.
Im phoning you with a repeat order.
Delivery
(Caller)
We need the goods urgently. Can you
dispatch them today?
How soon will the parcel arrive?
How will the order be sent?
When can we expect delivery?
Avoiding misunderstanding
13. Complete the sentences with the words from the box.
freight
invoice
repeat
pay
stock
urgently
note
catch
account
place
item
catalogue
1. Thank you for your quotation. Wed like to ________ an order now.
2. I need to __________ down the reference number.
3. When you order, you need to give the __________ number for the latest
______________.
42
4.
5.
6.
7.
8.
9.
Were under pressure from our customer. Can you send the order ___________, please?
I dont need to ____________ by credit card because Ive got a monthly _____________.
The ____________ will be enclosed with the goods.
Im afraid its out of ___________, so it wont be sent for two weeks.
Well send it by air ____________, so it will arrive tomorrow.
Im calling to make a ________________ order. Wed like exactly the same as last
month.
10. Sorry, I didnt quite _______ what you said. Could you say that again?
14. ( U4-T5) Listen to the phone conversation and write down the missing information.
Order confirmation
Order placed by: _________________
Type of flowers: _________________
Quantity: ________
Person addressed to:______________
15. (U4-T6) Listen to the phone conversation and complete the email.
To: Serge Duval
Dear Serge,
This is to confirm our conversation earlier.
You have ordered ____________ CM25 hard drives at a reduced price of _________
each rather than ___________ because the order is significantly larger.
You will settle the account by _____________ transfer immediately, to the amount of
$132,000.
Thank you for your order.
Jennifer Sato
Kobayashi components.
16. Jean Duban works as a salesperson for the international telecommunications supplier
TEGID (SA) in Lyon, and spends a lot of time on the phone. Listen to two of his phone
conversations and complete the notes.
Customer order:
From: Junko Hanamura, JapanCom in ______
Quantity: model XPR14:_______
Model _________: 250
Delivery by Friday morning to _______
Need to fax _____________ contract
Customer order:
From: Alex Beck, Phone Europe, Sheffield
First order under the _________ contract
UNIT 6: ORDERS
BUSINESS:
______________
__________________
______________
__________________
______________
__________________
______________
__________________
Thx
Tia
Re
FAQ
CU
FYI
Rgds
BTW
Fwd
REQ __________________ You write this when you want someone to do something
__________________
__________________
__________________
__________________
__________________
__________________
__________________
__________________
__________________
ie ______________
asap ____________
Jan _____________
at the mo __________________
6. bw _________________
7. attn_________________
8. pls __________________
9. w/e__________________
44
More formal
Less formal
__________________________
__________________________
__________________________
__________________________
__________________________
__________________________
__________________________
__________________________
__________________________
__________________________
45
2. Now use (parts of) the phrases from the table to complete the
request and reply emails below:
From: Rachel
To: xxx
Attachment: Southampton.pdf
46
B: You work for OFFICEQUIP, and you have received a mail from a customer (Liz
Stevens) complaining about an order which has not arrived yet. Write a mail to
apologize and solve the problem.
B:
C:
D:
UNIT 6: IT
SOCIALIZING: GIVING TALKS AND PRESENTATIONS
Summarizing a section
Referring
Checking understanding
Closing
1. Carol Hunt is a freelance consultant for NMP. She gives talks and presentations on a
variety of subjects.
1. What is the title of her talk?_____________________________________________________
2. What do you think is meant by signposting language?_______________________________
NMP BUSINESS TRAINING SEMINAR
Carol Hunt
Carol Hunt
4. Organization
5. Visual Information
6. Practice
2. 7.6 Listen to the first part of Carol Hunts talk and discuss with your partner the
importance of the six key points.
3. 7.7 Listen to the last part of Carol Hunts presentation. Complete the key points about
delivery on the screen.
NMP BUSINESS TRAINING SEMINAR
Carol Hunt
4. _______________
5. _______________
Discussion Topic: What are your weak points when speaking in public? And your strong
points?
49
Section 1
ALAN
Section 2
ALAN
Section 3
ALAN
Good morning everyone, and thank you for your interest in HydroGen. Now, the
aim of my talk today is to ____a______ explain the companys mission as we
move into a new phase of development. Ive divided my talk into _______ three
sections. First, Id like to give you an overview of _____ the companys origins.
Then Ill move on to our development into consultancy on water resources in
North America. Finally, well focus on our new stage of development with
partners around the world. So lets start with 4 _______ the companys early days.
HydroGen was founded back in 1936
During the last ten years, we have widened our attention to many areas of water
resource management and, as I mentioned earlier, 5______ this development has
taken the form of a consultancy business. It has met a big demand because, as you
know, 6______ the need for clean, reliable water and energy supplies is large and
growing. This is true both here in the States and Canada and, of course, globally.
And Ill say more about this later. 7_____ Now lets turn to some facts and
figures. If you look at the first chart, 8_____ we now provide a wide range of
technical support. And,
and, with our highly-experienced French, Norwegian, and Turkish partners, our
project in central Turkey is now progressing well, and we expect to complete in
two years.
50
Well, that brings me to the end of my talk. 9______ Now, I know that there are
many areas which I have not discussed in detail, so if you have any questions, Id
be pleased to answer , them. 10_____
7.1 Listen and check your answers.
APPENDIX 1
BUSINESS
CORRESPONDENC
E
E-MAILS
51
52
1. Which button would you press to send a document along with the mail?
53
1. E MAIL STRUCTURE
Subject line: Short and specific information about the contents of the message .
Example: Business trip to Spain
Dear John
Hi/Hello Mary
No salutation
Im writing to...
Just a quick note to...
Formal
Informal
Body: Details of the message. In emails, they are usually short and direct, and you can use
contracted forms such as Im, youve, etc.
Conclusion: You tell the reader what kind of response you expect.
Example:
Informal.
correspondence.
55
USEFUL VERBS:
to apologize
to appreciate
to ask if
to assist
to clarify
to complain
to confirm
to contact
to enquire
to get in touch
Ad(vert)
am
appt
asap
eg
ie
info
pls
pm
RU
4
LOL
BTW
FAQ
re
rep
rgds
w/e
wk
yr
Mon
Tues
Jan
U
TIA
2
IMO
Fwd CU
FYI
THX
56
black: standard
green: informal
Salutations
Hello
Dear all
Hi everyone
Opening sentence
Replying to an email:
Giving a reason:
clarify...
confirm...
inform you...
follow up on...
reply to...
request...
tell you...
update you...
Attaching files
I'm sending you/ attaching...
I've attached...
Please find attached...
I'm sending you the price list as an attachment.
Making enquiries
Replying to an enquiry
57
Informing
Requesting action
Making arrangements
Confirming arrangements
Changing arrangements
Complaining
Apologizing
Friendly ending
Close
Yours sincerely
Kind/Best regards
Regards
See you soon
Take care
Bye
58
VOCABULARY
1. Word Formation
2. Make & Do collocations
p62
p57
59
APPENDIX 1
WORD FORMATION
SUFFIXES
A. Common noun suffixes
-er / / is used for the person who does an activity, e.g. writer, painter, worker, shopper, teacher.
You can use er with a wide range of verbs to make them into nouns.
Sometimes the er suffix is written as or (it is still pronounced as //). E.g. sailor, operator,
supervisor, actor.
-er/-or are also used for things which do a particular job, e.g. pencil-sharpener, bottle-opener,
grater, projector.
-er/-ee (pronounced /i:/) can contrast with each other meaning person who does something (-er)
and person who receives or experiences the action (-ee)
employer/employee sender/addressee
payee (e.g. of a cheque)
-(t)ion / -sion / -ion are used to form nouns from verbs, e.g.
complication pollution reduction alteration donation promotion
admission
-ist (a person) and ism (an activity or ideology) : used for peoples politics, beliefs and
ideologies, and sometimes their profession. E.g.
Buddhism
journalism
Marxist
typist
B. Adjective suffixes
-able / -ible with verbs means can be done
drinkable
washable
readable
forgivable
physcist
terrorist
C. Verb suffixes
-ise/- ize form verbs from adjectives, e.g. modernise, commercialise, industrialise
OTHER SUFFIXES
-ment
-ity
-al
excitement
flexibility
enjoyment
productivit
y
scarcity
complexity
refusa
l
arriva
l
replacement
adjustment
improvemen
t
retirement
investment
curiosity
generosity
sensitivity
ABSTRACT NOUNS
-hood
-ship
brotherhood
friendship
motherhood
partnership
childhood
neighbourhoo
d
(wo)manhood
membership
ownership
adulthood
companionship
apprenticeship
ADJECTIVES
relationship
VERBS
60
-ive
passive
productive
active
-al
-ous
-ful
-less
brutal
legal
delicious
outrageous
furious
forgetful
hopeful
useful
useless
hopeless
harmless
-ify
beautify
purify
terrify
The following words have been turned into nouns by using different suffixes:
Adjectives
nouns
- ness
shortness
sleepiness
foolishness
smoothness
weakness
fullness
calmness
kindness
sadness
expensiveness
willingness
narrowness
carelessness
roughness
awareness
hardness
deepness (depth)
brightness
cleanliness / cleanness
similarity
infinity
ability
capability
formality
singularity
simplicity
flexibility
unity
availability
- ity
popularity
clarity
creativity
regularity
confidentiality
Verbs
responsibility
probability
possibility
nationality
nouns
-ment
development
fulfilment
resentment
commitment
acknowledgement
arrangement
investment
confinement
discouragement
contentment
amazement
embankment
postponement
disagreement
agreement
assessment
management
concealment
imprisonment
government
requirement
refinement
improvement
confirmation
resignation
embarkation
presentation
cancellation
revelation
determination
organisation
frustration
evaluation
classification
duplication
education
separation
connection
selection
prediction
revolution
invention
definition
preparation
-(a)tion
information
creation
combination
limitation
situation
location
termination
61
PREFIXES
A. Prefixes are often used to give adjectives a negative or an opposite meaning. For example,
comfortable / uncomfortable, convenient / inconvenient and similar / dissimilar.
Other examples are unjust, inedible, disloyal. Unfortunately, there is no easy way of knowing
which prefix any adjective will use to form its opposite.
In- becomes im- before a root beginning with m or p, e.g. immature, impatient, impartial,
improbable.
In- becomes ir- before a word beginning with r, e.g. irreplaceable, irreversible.
In- becomes il- before a word beginning with l, e.g. illegal, illegible, illiterate.
The prefix in- ( and its variations) does not always have a negative meaning often it gives the
idea of inside or into, e.g. internal, import, insert, income.
B. The prefixes un and dis can also form the opposites of verbs, e.g. tie / untie, appear/
disappear.
Here are more examples:
-un
-dis
unbend
disagree
undo
disapprove
undress
disbelieve
unfold
disconnect
unload
discredit
unlock
dislike
unveil
dismount
unwrap
disprove
unzip
disqualify
C. Here are some examples of other prefixes in English. Some of these words are used with a
hyphen.
prefix
meaning
examples
anti
auto
bi
ex
ex
micro
mis
mono
multi
over
post
pre
pro
pseudo
re
semi
sub
under
against
of or by oneself
two, twice
former
out of
small
badly/wrongly
one/single
many
too much
after
before
in favour of
false
again or back
half
under
nor enough
62
PRACTICE:
PREFIXES
1. Complete these columns by forming the negatives of each of the words in this list.
accurate
convenient
formal
profit-making
used
agree
desirable
fortunately
readable
valid
capable
employed
honest
satisfied
certain
experienced
known
stop
un-
dis-
in-
uncertain
disagree
inaccurate
connect
foreseen
payment
sufficient
non-
2. Add prefixes to the words in these list to form words with the opposite meaning. Circle
the words that have a different prefix from the others.
Example:
improbable, imperfect,
_________ legal,
_________ reliable,
_________ moral,
_________ certain,
_________ polite,
_________ organized,
irresponsible
likely,
relevant,
practical,
fair,
convenient,
honest,
immature
logical,
legible
regular,
rational
profitable, possible
justified,
accurate
formal,
dependent
similar,
efficient
3. Now use the words you have circled in exercise 2 to complete these sentences.
North Africa is the only ______________ division in the group. It lost $1.5m last year.
Sandra is very busy. Shes ________________ to have time to see us this week.
Its a very ______________ way of working. Were wasting both time and money.
These statistics are hopelessly _________________. Ive found four mistakes already.
63
il-
a __________
b __________
c __________
d __________
e __________
f __________
im-
possible
honest
popular
legible
complete
regular
in-
probable
similar
economical
legal
expensive
relevant
irprecise
organised
manageable
logical
efficient
responsible
likely
literate
resistible
b
f
j
respectful
frequent
liberal
c
g
k
polite
lawful
mature
d
h
l
rational
proportionate
helpful
SUFFIXES
Look at the way these nouns are formed.
noun
assessment
effectiveness
regularity
administration
stem
assess (verb)
effective (adjective)
regular (adjective)
administer (verb)
suffix
+ ment
+ ness
+ ity
+ ation
1. Put the words into the correct columns in the table. In which ones does the stress
change?
confidential
organise
disagree
-ment
willing
similar
careless
-ness
prepare
present
popular
-ity
require
invest
aware
-ation
64
APPENDIX 2
MAKE & DO COLLOCATIONS
65
A noise/sound
66