1.

You receive a foreign call from a future client of yours telling you that he
is having difficulties meeting Your boss at the pre-arranged time due to an
unexpected setback. Please, inform him politely, that your boss is travelling
abroad in two weeks, and therefore making a new appointment will not be
easy. Suggest a new time of meeting and make sure this new appointment is
satisfactory for the client. Make a telephone conversation with your foreign
client your teacher in accordance with the situation above.

-Good morning! This is ..speaking from Ltd. How may I be of service?

-Good morning maam/sir! My name isand Im calling you on behalf of.. I arranged an
appointment to meet Mr./Mrs on Wednesday. Unfortunately my current duties brought
about an unexpected trouble and Im afraid I wont be able to appear at the appointed time. I
would like to make a new appointment if is it possible.

-I see. Thank you for making us aware of this. Im afraid, Mr./Mrswill not be available in
the next two weeks.

-I see. Why is that?

-He/She is having a meeting in in.. at an international congress. Ill check his/her

schedule for the following days.

-Thank you.

-Mr./Mrs. .. will be available on Wednesday the 14th of October, three weeks from now and
also on Friday, the 16th the same week. Which one of these dates would be more preferable to
you?

- Friday sounds acceptable.

- All right. Ill let Mr/.Mrs.know of your new appointment. Thank you for your
understanding.

-Thank you for your help. Good bye.

- Good bye.

1
2. Youve been appointed by your boss to call one of his foreign clients. You
need to ask for additional documents for a draft agreement already in
elaboration. The legal attorney of the firm gave utterance to some missing
documents capable of vindicating your cooperation. In case the client
complains about lack of time, claiming he/she would only be able to carry
out your wishes at a later date, try to call attention for the urgency of the
case. The deadline for contracting is about to expire really soon. Make a
telephone conversation with your foreign client your teacher in
accordance with the situation above.

-Good afternoon!

-Good afternoon!

-My name is .and Im calling you on behalf of Mr./Mrsfrom.Ltd. Ive been

asked to call your attention to a contract, which has been agreed on by you and Mr/Mrs
According to our legal jurisprudent, some documents are missing for the draft agreement
already in elaboration. These documents contain vital information regarding the validity of the
mutual cooperation between you and Mr./Mrs. I would like to ask you to send these
documents to our current address as soon as possible or via email.

-I see. Im aware of the necessity of these documents for the success of our agreements.
Unfortunately, Im quite busy and I also expect to be for the next couple of days due to my
duties.

-I understand, and Im hoping to agree on a mutually beneficial time. However, I must inform
you, that the deadline for contracting is soon to expire and the sooner we retrieve the required
documents, the sooner we can progress with the finalization of the draft agreement.

-Yes, I agree. Ill send the documents right away.

-Thank you so much for your cooperation!

-Thank you for making me aware of this.

-Good bye!

-Good bye!

2
3. The desk is full of ringing phones. While speaking with a foreign client,
you can see another; more urgent incoming foreign call is being received by
another phone. Finish the conversation with the current caller and answer
the other call. Inform the caller about the fact, that the missing documents
(registry court entry, bank certificate) have arrived, and so, the relevant
conciliatory arrangement regarding the two firms can be set up any time.
Ask the caller to let you know about the date of his/her arrival. Make a
telephone conversation with your foreign client your teacher in
accordance with the situation above.

-We will be sending a new shipment in the next 20 days. Were expected to have completely
delivered the arranged amount by mid-April.

-I see. Thank you for informing us about the current situation. Ill report these news to
Mr./Mrs. immediately. Now If youll excuse me, I must attend to my other tasks. Thank
you for calling, Good bye!

-All right. Bye!

(Picks up the other phone.)

-Good morning! This is ..speaking from Ltd. How may I be of service?

-Good morning. Its .calling from. Weve spoken before about the missing
documents regarding our amendment with Mr./Mrs. I just wanted to know if all of the
documents arrived in one piece?

-Yes, Mr./Mrs. We received all of the required materials for the draft agreement. We
checked all the documents and both the registry entry and the bank certificate are sent to the
relevant attorney. Thank you for helping us complete the contract and making it possible to
begin the negotiations of the contract.

- Im glad to hear that everything is in place. I believe it is time to appoint the date for the
initial conciliatory discussions with Mr./Mrs

-Yes. Mr./Mrs..informed me, that You will be available next week and so will he. I would
appreciate if you let me know about the exact time and date of your arrival. Thank you in
anticipation.

-Will do. Thank you! Good bye!

-Good bye!

3
4. Your office is visited by two of your foreign clients at the same time. They
both are participants of the conference starting the following day. Both
clients have questions about the technical equipments required for their
presentation. Introduce them to each other and keeping the regulations of
polite foreign communications try to reassure both of the clients about the
compatibility between their computers and the equipments. Make an offer
for showing the technician crew if necessary. Have a conversation with the
participants of the conference your teacher in accordance with the
situation above.

-Good morning Mr. Weve been expecting you. Its a pleasure to meet you in person.

-Good morning Mr/Mrs. Its nice to meet you.

-Ah, Mrswelcome. Its nice to have you among us. I hope youve had a pleasant trip.

-Greeting Mr/Mrs Thank you, it was less exhausting than Id expected.

-Mrs.., allow me to introduce to you Mr.. the chairman of .inc/Ltd and one of
our most respected associates. Mr., This is Mrs.from the most famous.. She is a
representative of the firm and like you, will also take part in tomorrows congress.

-Im pleased to meet you!

-The pleasure is mine.

-Thank you, for having us Mr/Mrs Forgive me my eagerness, but I do have a couple of
questions of the technical devices that Ill be using tomorrow. Im concerned about the
compatibility between my notebook and your projectors.

-I anticipated your questions Mrand I can assure you, that theres nothing to worry about.
We possess a variation of 4 different kind of projectors and an additional set of HDMI, DVI,
VGA and SCART cables all capable of connecting our projectors with most of the notebooks.

-Thats reassuring. I have a ..laptop. I believe that with such set of equipments, I will have
no problem assembling it with a projector of yours.

-I also have a question Mr./Mrs. Unfortunately, My notebook was severely damaged

during my last trip a week ago. I have my material on this pen drive. I would like to know if
your laptops have an USB output in them?

-Of course, Mrs..all our laptops have several USB outputs on them. Youre free to choose
any of them to use with your presentation tomorrow.

-Thank you so much!

-If you have any further questions about our technical supplies, I can escort and introduce
you to our technician staff.

4
5. Youre visited by a foreign client coming straight from the airport. He
was expected to arrive next week. The guest is surprised to hear that you
didnt receive his email, in which he had indicated his early arrival. Let him
know, that even though you didnt receive his e-mail, you will make sure all
the preparations will be done for his duties. Ring up your boss currently
away and inform him about the arrival of your client. Reserve a room in a
hotel for the client and also order a cab for him. Make sure that all the
conversations you make are spoken in the foreign language of the client so
that he can understand everything. Make a spoken conversations with the
unexpected guest, and telephone conversations with your boss, the hotel
receptionist and with the taxi dispatcher your teacher in accordance
with the situation above.

-Good afternoon!

-Oh, Mr/Mrs! Welcome! How come youve arrived so early? We only expected your
arrival to take place next Tuesday.

-Is that so? It seems you havent received my e-mail. I wrote an e-mail last week saying that I
would arrive sooner, possibly this Friday. You havent read it?

- We havent received an email from you so far Mr./Mrs Apparently, some technical issues
must have interfered. Rest assured. Despite your early arrival, I will make sure that your
scheduled programme will have a smooth going. Now if youll excuse me, I have to let
Mr.know about your arrival.

-Of course. Go ahead.

-Thank you. (calling the boss) Mr. Its.speaking.

-Yes?

- We have a most unusual matter to attend to. Mr/Mrs.has just arrived from ..

-How come? I thought he/she would arrive next Tuesday.

-Thats what I had assumed as well, but he/she says he/she tried to inform us about her
arrival via e-mail, yet no e-mails have been sent to us from his/her address. I believe this to
be the result of another one of those e-mail disappearance cases.

-I see. Nonetheless, you have to provide for his/her accommodation and transportation
immediately. Reserve a room for him/her at a nearby hotel. Make sure you also order a cab for
him/her. Tell him/her were terribly sorry for this mishap. And give him/her my kind regards.

-Right away Mr/Mrs Thank you for your time. Good bye!

-Bye!

5
-Mr/Mrsis terribly sorry for these unfortunate turn of events and so am I. He sends his
best regards for you and says everything will be all right. Please allow me to reserve a room
for you at Hotel Villington, just two blocks from here. Ill also order a cab for you if you like.

-Thank you so much for your kindness.

-It will be my pleasure. (calling hotel) Good afternoon, this is.. Hotel Villington?

-Yes.

- I would like to rent a room of yours for today if possible.

-Just a minute..We have a free room with bathroom and toilet. What time shall the room be
occupied?

-My client will arrive in just a few minutes.

-I see. What name shall the room be booked under?

-.. .

-The booking has been made. Thank you for choosing Hotel Villington.

-Thank you. Bye!

-(calling taxi dispatcher). Good afternoon. Youve reached City Taxi. What can I do for you?

-Good afternoon!. I would like to order a cab to street

-Cab number 48 is on its way to .street.

-How long will it take for the cab to arrive?

-The cab is to arrive in about 4 minutes.

-Thank you so much. Good bye!

-Thank you. Good bye!

6
6. Youre about to give a disclosure statement concerning the annual work
of your subordinate secretary ship in the form of an oral presentation at a
multinational firm. Provide a review of the list of tasks, which are included
in the scope of activities of a head of secretariat and also name some
assignments, which you believe DO NOT belong to the tasks of the head of
secretariat. Make a list of the tasks, which could not be carried out due to
different reasons (i.e. malfunctioning devices, insufficient supply of data,
absence of colleagues, etc) Describe the means of compensation of these
tasks in terms of methods and deadlines.

Good evening Ladies and Gentleman !

Its a pleasure for me to speak to you about the annual work of our office. In my presentation
Ill speak about / introduce the basic tasks of the secretariat as well as Ill give a list of tasks
which do not and should not belong to the duties of a head of secretariat.

The secretariat is responsible for the organizational and technical terms. This means the
acquisition of technical devices such as computers/PCs, printers, telephones, photocopiers,
projectors, laptop, etc.

Of course maintenance does not belong to our duties.

Another basic task is the organization of the programs of the manager: we organize meetings,
visits events and exhibitions. We reserve hotel rooms for the guests and tables at restaurants
for official dinners.

We handle incoming and outgoing documents and maintain contact with the management,
gather information about the relevant topics. Contact with the management and supervisors is
also the job of the secretariat. The secretaries have to attend meetings and business talks, take
minutes, make telephone calls, do invoicing, make reservations, send faxes and e-mails, do
photocopying and filing.

Last month unfortunately we could not meet the deadline for signing the contract with Argo
Ltd, because 2 documents were missing. Some e-mails disappeared thats why our partner in
Atlanta did not receive our payment reminder. We signed the contract with Argo Ltd a week
later and received remittance from Atlanta a month later.

All in all, I think that the last term was successful.

I would like to thank my my secretaries for their help, kindness and efforts. I wish you
success for the coming year. Thank you for your attention!

7
7. You are to be of assistance to a foreign guest as a hostess, providing
him/her support in establishing communication with the rest of the
attendances at a company outing. Ask him/her who he/she intends to meet,
what fields of interests is he/she interested in and helps him/her with the
introduction of different salaries accordingly. Make sure your support in
the foreign language communication is continuous and unobtrusive. Make a
conversation with your foreign guest your teacher.

- Good evening Mr/Mrs..! My name is and Im pleased to have you among us. How do
you like our cocktails?

-Good evening Mr/Mrs.. Thank you, I havent tried them yet, but Im more than satisfied
with the various programs and the delightful setting, not to mention the meals. Ive been to
several cocktail parties over the years, but this one is probably the best yet.

-Im glad to hear that. I believe, you wish to make some acquaintances tonight. Allow me to
accompany you in your tour hoping to give you all assistance I can . May I ask what specific
fields you are apt to get involved with?

-Im particularly eager to know more about the software development your firm has
integrated. I hear there are quite a few additional sections still unoccupied in this respect.

-I see. Mr./Mrs is the head of the software development department. Let me escort you to
him/her. Good evening Mr/Mrs..let me introduce a special guest of ours to you. This is
Mr./Mrsfrom the Spanish Ltd. He has come to visit our cocktail party on behalf of his
management. Mr/Mrs..allow me to introduce Mr./Mrs..to you. He is the direct executive
of the software development branch and is one of our most respected associates.

-(foreign guest) Good evening! Im pleased to meet you.

-(software executive) Good evening! The pleasure is mine.

-(hostess) Mrs/Mrs.is most curious about the newly liberated sections still unoccupied.

-(software executive) Im honoured to hear that.

-(guest) Oh yes, Mr/Mrs.Ive just learned that your department is planning to supplement
the branch with additional fields.

-(software executive) Youre correct Mr/Mrs.At the present time, were looking to work up
two different sectors in our apartment. One of them is a web design-based section, which is
going to require people with high expertise of website editing and designing. Another
essential section is the Graphics section. Were hoping to recruit experts with high level of
high resolution graphic designs.

-(guest) This is most exciting! I was a participant of a software developing firm two years
ago. Over the years Ive picked up some of the basic organizational principles the firm had
burnt into our minds. Should you need any advice concerning the issue, do not hesitate to ask.

8
-(software executive) Thank you so much Mr/Mrs. It is truly kind of you.

-(guest) Oh never mind. Its always my pleasure to support the new wave of representatives
with a good old trick or two. Thank you for your time Mr/Mrs..

-(software executive) Youre welcome Mr/Mrs.Its been a great pleasure to get to know
you.

8. You are to prepare your bosss overseas travel. Make a reservation via
telephone in a nearby hotel and give a phone call to your foreign associate
making an appointment and also discussing the whereabouts and the main
subject of the meeting. Call his attention to the fact that some vital
documents havent been sent to you, without which the negotiations cannot
be prepared for. Make a telephone conversation with your foreign associate
your teacher.

- Good morning. Hotel Crystal speaking. How can I be of service?/How can I help You?

- Good morning. Mrs. XY speaking from ....Inc. Id like to reserve a room of yours for
Wednesday morning, until Thursday morning.

- We only have standard double rooms with queen sized beds.

- Gorgeous. Thatll do.

- The booking goes under the name?

- Mr/Mrs..

- Thank you. Hotel Crystal is ready to shelter you.

- (calling associate) Yes, this is Mr/Mrs..speaking.

- Good morning Mr/Mrs.It is .from .Inc. Im calling you on behalf of

Mr/Mrs..to appoint the exact time of your meeting on Wednesday, the 13th August. I
believe you have already made contact with Mr/Mrs.

- Yes, weve agreed on Wednesday. However, Im having a presentation at 10:00 that

day, and it is likely to be occupying my whole forenoon.

- I see. Approximately, what time are you going to be available?

- Ill have finished by circa 14:30, so how about 3 oclock?

9
 - 3 o clock it will be then. Where will the meeting take place?

- It will be held in my office. Mr/Mrs.is aware of its whereabouts, he/shes been here
a hundred times.

- All right. Mr/Mrs., I am sorry to inform you that were still missing some vital
pieces of the amendment draft and until theyve been sent to us, the negotiations are to
be at halt.

- Im aware of that, and I will send them via e-mail right away. All the necessary
elaborations have been made.
- Thank you for your understanding and your time Mr/Mrs. I wish you all the best.

- The same to you. Good bye!

- Good bye!

9. Your foreign associate has played you a visit to help you with the
preparations regarding next weeks delegation. Set out whatever type of
documents there are to be obtained (notarized documents) for the sake of
the signature. Tell him that you still havent received an answer for your
last email, in which, you were inquiring about the members of the
delegation and their positions so that the name cards and the order of seats
could be determined and prepared. Ask your associate to either reveal the
necessary information or to send them via email. Make a conversation with
your foreign associate your teacher.

-Good morning Mr/MRs. Its good to have you back! I hope youve had a pleasant trip.

-Good morning. Im glad to be back myself. Its always a privilege to come back here. Quite a
meeting were going to have next Thursday arent we?

-We sure areWere going to have our hands full with the latest plans and ideas.

-I imagine.Unfortunately, commotion is always inevitable.

-Speaking of commotions, there are some unfulfilled obligations to take into account. In order
to sign the contract, we need to obtain the notarized authentication for the plans.

-Yes, I know. The documents have been assembled, and are ready to be notarized. Ill see to
its notarization and urgent arrival myself.

-Thank you. Additionally, we need to prepare the order of seats and the personal name cards.
In order to do so, we need to get acquainted with the names and positions of each member.

- Of course.

10
-A couple of days ago, I sent you an email inquiring about these details of the members and
havent received an answer yet. Did you get it?

-Im sorry, I havent had the time to check on my emails.

-I would truly appreciate if you could gather the relevant data about the members and send it
to my email address as soon as youre free to do so.

-Certainly. Ill send the names as well as the status of the members as soon as possible.

-Thank you so much.

-Not at all.

10. Your foreign associate pays you a visit to get acquainted with the
administrative labour in your firm. Using a foreign language, describe to
him/her the structure of the office labour, particularly activities from the
secretary ship and also from administration. Put specific emphasis on
activities you consider top priorities (i.e. preparing for meetings, hosting
and orienting clients, reception of guests in office, etc.) Ask him/her if he/she
has worked in a secretariat. Make a conversation with him/her your
teacher.

-Welcome back Mr/Mrs. Its great to see you again.

-Good morning Mr/Mrs. Ive been looking forward to this meeting. Its always a pleasure
to come here. I cant wait to get to know what special secret methods are applied in your
secretariat Mr/Mrs.You firm has always been famous for its smooth and accurate
operations.

-While, thank you so much Mr/MrsIts really an honour to hear this. I can assure you that
youll be more than satisfied with our build-up. Lets get right to it shall we?

-Of course.

-As you may have already heard, the administrative operations of our firm is based on a
multi-layered work sharing method, that is, almost each branches of administrative tasks
overlap one another. This basically means, that each specific branch like legal
administration, authority branch, financial office, organisational and marketing management
have workers possessing certain level of skills in at least one more field apart from their
original professions. We use this structural method in order to ensure the constant supervision
of all the assignments and to establish a fast working system.

-Hmmthats truly fascinating.

-Certain secretary tasks require attention and effort from all the secretaries universally. Most
of the tasks that include interpersonal business relationships, such as meetings, reception and

11
hosting of clients are considered top priorities and, as such, are to be prepared for by any of
the secretary staff.

-So, this means that when a meeting is to take place and the relevant appointed secretaries are
unavailable, anyone from each branches are expected to get the job done. Am I correct?

-Exactly. Of course, this could be avoided by expanding the organisational branch of our
secretariat, but we believe, that this method makes it easier to fill in such gaps. Have you ever
happened to be part of a secretary ship?

-Oh yes, and I know exactly what youre talking about. We had problems with organisations
on numerous occasions just because of the absence of the relevant secretary.

-I see. Well, our organisational staffs are fully prepared for such incidents. In fact, each
member of the organisational staff is well trained in both the reception of foreign guests and
the preparations of meetings. The communication with the clients is carried out by 3 people
simultaneously and in case of illness, anyone from the organisational staff or even from the
marketing management is up to substitute anytime.

-Astonishing. This method should be used in firms worldwide.

-Truth be told, we are not the first ones to have applied this method within our secretary ship.
But we do our best to keep it going.

-Im truly pleased with the way your secretary ship works Mr/Mrs. No wonder that your
firm is known for its accuracy and reliability.

-Thank you so much Mr/Mrs

-Thank you for giving me this brief insight into your secretary ship.

-Thank you for your patience and attention Mr/Mrs..

11. You are the head of secretariat at a company of foreign ownership. Your
tasks include the coordination of three secretariats belonging to your
management, monitoring your colleagues work and introducing new means
of work solutions. All sorts of communication are done in a foreign
language. All personnel are take part a six week long foreign language-
based procurator course culminating in an exam, before the inauguration of
the new electronic registration. Try to convince your unenthusiastic
colleagues your teacher of the advantages of this new system pointing
out the study furlough and the personal reward in case of pass.

- Good afternoon everyone! Ive assembled this meeting to give a luminous description of the
primary tasks of the secretariat. As time goes by faster and faster around our firm, we are
constantly faced new problems everyday on all level of the management. Since these
problems have escalated to an unwonted level, I feel it is time to introduce some highly

12
effective, yet relatively new methods in problem solution. All of you are welcome to ask any
questions that may arise any time during my summation. First Id like to list the primary tasks
of the head of secretariat: These are briefly:

1. Providing for the technical requirements of the secretariat.

2. Helping the assemble the work plan of the management
3. Arranging and supporting all kinds of celebration and program for the firm.
4. Handling all necessary documents (that includes preparation, registry, systematization,
distribution, transmission)
5. Providing all necessary documents for applications.
6. Maintenance of computer database.
7. Establish and maintain essential contacts with associates.

These tasks of course are equally distributed among the personnel and all members of the staff
are to undertake their tasks with maximum responsibility. Does anyone happen to have any
questions? Good. Now moving on, Id like to point out a menacing situation in our company.
A lot of complaints have been made about the inefficiency and slow process of registration.
Weve discussed this with the management and agreed on the introduction of a new, much less
time consuming and much more reliable way of registration. Were planning to apply
electronic registration in the entry firm.

-What does that mean in practice?

-It is a highly renowned method of registration. In practice, it differs from the traditional way
of registration in the sense, that it is carried out in a computer and all incoming and outgoing
documents and data will be stored in a common database manipulated particularly by the
authorized members of the staff.

-How can one become an authorized registry member?

-Well, as you may have already heard, the firm is planning to prepare all its personnel to be
validated for the task. To do so, the secretariats will be to undergo a six week long procurator
course to obtain the necessary knowledge for becoming an electronic registry member. The
course will be presented in English.

-Is it obligatory?

- Weve argued at length with the management whether it should be compulsory for all
personnel and we recognized the fact that if we are to embrace this new method of registration
on our full extent within the firm, the only way to accomplish this can be by allowing
everyone to become part of it.

-What particular fields will we learn about?

-Among some profession specific methods in secretary work, the partakers will be given the
opportunity to achieve a thorough knowledge of electronic registration as well as to practice
this newly obtained knowledge on computers.

-How shall we be approved? Is this course going to end in an exam?

13
-Yes. All part takers will be to take a test. Id like to point out, that in case of pass, the
participants will be immediately given a reward.

-What will the exam consist of?

-There will be two segments of the exam. A test based on theoretical test and an oral test
which includes practical task solutions on a computer. The participants of this course will be
given a study-based vacation for all the six weeks. I cannot accentuate enough how essential
this course and this new way of registration is for the development of the company. After
having completed the course and passing the test, you will become professionals in electronic
registration and, thus, help bring the performance of the company on a whole new level.
Were counting on each and every one of you. Thank you so much for your attention and I
wish you best of luck for the course!

12. A reception-endowed programme is being organized at your firm of

foreign concern, in which you act as a mediator between the foreign and
Hungarian associates taking part in the organization. In order to satisfy the
inquiry of your foreign speaking associate, your teacher - briefly depicts
the nature of hospitality, list the certain Hungarian food and drink
specialities. Make reference to the regulations regarding proper clothing
and appearance.

-This is Mr/Mrs.speaking from.Ltd.

-Good morning. Im Mr/Mrs..the sole Italian representative of.Ltd and one of the
assigned organizers of the firms programme.

-Good morning. Im glad to have reached you. Ive been assigned to maintain the connection
between the colleagues and also to provide all necessary information you need.

-Weve been expecting your call Mr/Mrs.. We do have a lot of questions regarding next
weeks programme.

- Yes, MR/MRs.

- First and foremost, it is important for us to know the nature of this programme.

- This programme will take place as buffet-dinner like reception, that is, all served food will
be placed on the buffet-table situated on the far end of the Congress Hall. The number of
seats and tables to be set will be in accordance with the acknowledged number of guests. As
you may have heard, this programme will be held in honour of Mr/MrsCo-owner of
..Ltd and one of the founding members of the firm.

-I see. That excludes the necessity of seat order. What specific type of meals and delicacies
will be served?

14
- The leadership has agreed on a Hungarian-based dinner serving. The appetizer soup will be
traditional Goulash with loafs of bread. This will be followed a variety of Hungarian
delicacies such as stuffed cabbage, and pasta with crumbs and cracklings. Finally, for
desserts, the famous Hungarian Dobos cake will be served.

-Very well. What about the drinks? Shall the drinks also be Hungarian oriented?

-Certainly. There will be some of the unique. Asz of Tokay. It is a white sweet wine.
Additionally, there will also be some Bulls Blood of Eger, another Hungarian wine speciality
of high renown. It is a dry red wine. Finally, the role of the champagne will be filled by some
dry Trley.

-I see. Thank you so much for your orientation Mr/Mrs..

-If I may point out another most essential aspect of this programme?

-Certainly Mr/MrsWhat would it be?

-Given the nature of the programme and of its apropos, all guests will be expected to wear
clothing suitable for the occasion. In more specific terms, men will be expected to wear suits,
women, to costume, womans suit and the like.

-Of course Mr/Mrs..Ill see to the spreading of the importance of clothing appropriateness
myself.

- Im glad to have settled this all with you Mr/Mrs. I believe, you will have no problem
assembling things over there.

-Dont worry Mr/Mrs.Everything will be set up in accordance with the given standards.
Thank you so much for your help!

-Its been my pleasure.

-Bye now!

-Good bye! Keep up the Good work!

13. Introduce yourself and your colleagues to your new foreign boss in
his/her mother tongue. Provide him/her a review of the different task of
15
your associates (3 staff members at least) as well as the system of
operations. Offer him/her your assistance in case of any difficulties in
maintaining initial relationships. Draw his/her attention to your colleagues
abundant language skills touching upon their reliability in writing,
telephone and electronic communication. Also, introduce to him/her your
substitute colleague, who will be available to do your assignments in case of
your absence. Make a conversation with your boss (your teacher) in
accordance with the situation above.

-Ah, Mr/Mrs..Weve been expecting you. Its a pleasure to meet you. My name is ..and I
welcome you toLtd.

-The pleasure is mine Mr/Mrs Ive been looking forward to this encounter and I thank
you for your kind reception.

- Im eager to initiate you into our firms system, but first, Id like to introduce you to some of
our personnel.

-Of course

-This is Mr/Mrs.He is the executive at our economical sector and also acts as a
management consultant. His priorities are the liquidation of our firms financial
establishment and transaction but are also proficient in management assistance.
This right here is Mr/Mrsresponsible for international relations. He/She acts as our
primary mediator between our firm and all essential international partners around Europe as
well as overseas.
Right next to him/her stands Mr/Mrs.main secretary and accountant, responsible for the
basic office activities and some bookkeeping. Our secretariat revolves around these three
segments of our firm. The surface tasks basically include data gathering, which is carried out
by Mrs/Mrs..our head secretary and also by other secretary assistances, and data
transmitting. Our international mediator, Mr/Mrs..is accountable for such tasks.

-Im pleased to meet you all.

-You will find that apart from their primary objectives, these members of our staff are also
highly eligible to written, electronic and telephone communication in English and at the same
time capable of conducting verbal conversation in your mother tongue.

-Im truly impressed!

-Of course, as a commitment of mine, I will also consider assisting you dealing with any kind
of difficulties in your relationship establishment my main priority should you encounter any.
But Im confident, that you will create a mutually beneficial and affectionate atmosphere with
our staff in no time.

-Thank you so much Mr/Mrs..you are indeed a worthy associate.

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-Thank you. And now, as a final step of your induction to our firm, allow me to introduce my
substitute right hand, Mr/Mrs Should I be assigned to meet our fellow international
associates- which happen rather often he will be entitled to take my place as your
assistance. I can assure you hes more than ready for the execution of any tasks at my level.
And now, on behalf of ..Ltd, and all my fellow colleagues, I welcome you to our
establishment. Were looking forward to submit our work to your will.

14. While participating in a programme organized by your firm, you notice

that the name of your English/German guest has been misspelled and
written incorrectly on the name board placed at the grandstand, but also on
the calling cards and the list of programmes. Find the foreign speaking
organizers and ask them to correct the mistake. Tell them how much of a
problem the misspelled data can cause in the case of the calling cards. Also
give forth the fact, that contrary to what has been arranged, the guests are
to be received and hosted in the clubhouse instead of the coffee-room. Ask
for coffee, drinks and sandwiches. Make a conversation with the organizer
your teacher in the situation above.

-Mr/Mrs..may I have your attention for a minute?

-Yes Mr/Mrs..What would it be?

-Ive taken note of a terrible fault while checking the name board. The name of one of our
foreign guests has been misspelled on the name board as well as on the calling cards and the
program list.

-Oh My God. Who is it?

- The second name of Mr. Hans Kruegenstraucher is missing the final r and also the letter
c before the letter h. This must be corrected at once. Make sure that all calling cards,
the name board and also the program list have Mr Kruegenstrauchers name written on them
correctly. This is particularly essential in the case of name cards for introducing Mr
Kruegenstraucher may bring up troubles with mispronouncing his name. This must be
avoided at all cost!

-I understand Mr/Mrs..I will see to its correction me.

-I also have to inform you about the new location of the hosting of guests. Different from what
has been agreed on, the guests will not be received in the coffee-room, because it is not big
enough to host all the guests at a time.

-Where shall the hosting take place then?

-I believe the clubhouse will be more than appropriate for hosting. Id like you to bring
sandwiches, coffee and soft drinks for as many as 45 people. Also, bring some red wine and
beer too.
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-Right away Mr/Mrs..thank you for informing us about all this. I will see to the correction
of Mr Kruegenstrauchers name as well as the preparation of the clubhouse for the reception
of the guests immediately.

-Thank you Mr/Mrs..I know I could count on you!

15. As a guide at an exhibition held by your firm, you are to greet all
arriving foreign guests as well as to distribute multilingual brochures to all
of them. After a while however, you run out of brochures and the visitors
begin standing at the entrance. See about the acquisition of new type of
brochures. Politely apologize to the guests and let them know that the new
set of brochures youre about to obtain will be placed on the table right next
to the register, ready to be taken. Make a conversation with your guests
your teacher in the situation above.

-Good morning dear ladies and gentleman! On behalf ofInc I welcome you to our
2009 exhibition. Please step forward to take a glance at the variety of informational booths all
intended to introduce you to the specific products and aspects of our firm. Allow me to hand
you our latest brochures, which contain detailed information on every single field of our firm
and all the current products. Here you are, please take a look at this brochure, for .Inc
opens the world for you. I would like to apologize dear ladies and gentleman, but due to an
unpredicted fault, the number of our brochures seems to be insufficient. But do not worry. Ill
see to provide a new set of brochures right away! Please excuse me, and thank you for your
patience and understanding.

Mr/Mrs..Im sorry to say, but weve run out of brochures, were going to need to refill our
brochure supplies.

-I see, thank you for informing me Mr/Mrs..Ill send a whole new bunch to the table next to
the registry as soon as possible.

-Thank you Mr/Mrs.. Dear ladies and gentleman, we appreciate your patience and it will
not remain unrewarded. The new set of brochures will be available for you to take on the table
next to our registry int he matter of minutes. Thank you for your patience.

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16. Your foreign client pays you an unexpected visit to meet the manager of
the firm. Give your client a polite reception and tell him that your boss is
currently abroad. Ask him about the business he wants to see him about.
You can either send him to the chief of department - ready to see him right
now, or you can also offer him your own help, since the documents, which
are required to be copied for the client are at your disposal. Call his
attention to the fact, that your boss is extremely occupied and in order to
avoid similar inconveniences in the future, try to encourage him to make
appointments via email or on telephone next time. Make a conversation
with your client your teacher in accordance with the situation above.

- Good afternoon Mr/Mrs.

- Ah, Mr/Mrs..Welcome. Please get inside. Its really good to meet you again. I cant
remember having appointed a meeting with you. What do I owe your visit to?

- Im looking to meet the manager of your establishment. Is he available at the moment?

- Im terribly sorry Mr/Mrs., but Mr/Mrs.is currently in London at an annual

meeting. Hes not expected to return in the next two days. What do you wish to see him
about?

- Our last collaboration regarding a would-be sale product requires a certificate of

origin. I would like to have a photocopy of the relevant documents.

- I see. What particular product is it?

- Its the new RK-22 router model.

- If I recall well, I have the relevant certificate in the filing cabinet. If youll excuse me
for a minute.

- Of course, thank you so much.

- Here it is. The latest certificate of origin of RK-22. Ill make a copy of it right away.

- Thank you Mr/Mrs.youre helping me a lot with this.

- Never mind. Here you go. I hope this will suffice.

- Yes, thank you again Mr/Mrs.

- Youre welcome Mr/Mrs.As you may know, Mr/Mrs usually has his/her hands
full and is seldom ever available. In order to avoid similar incidents in the future, I
suggest you try contacting him/her via email or by giving him a phone call, so that

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 you are immediately aware of his current availability and save yourself the
unnecessary travels.

- Will do Mr/Mrs.Ill make sure to pass him an email the next time I have a similar
problem. Thank you so much once again and keep up the good work!

- Thank you Mr/Mrs..Its been a pleasure. Good bye!

- See you!

17. The foreign owner of the company is about to get acquainted with the
working abilities of the different units and is planning to call at the
secretariat as well. You are to conduct his/her visit by introducing the
working conditions of the secretariat and the administration. Tell him/her
your opinion about what aspects of ergonomical factors are capable of
enhancing the workers general feeling, thus enabling them to work more
effectively. You also have to demonstrate the process of document handling.
Notify the owner about the fact, that the acquisition of the foreign language
based document handling software is needed to help the productivity of the
administration.

- Good morning Mr/Mrs..welcome! Weve been expecting you.

- Good morning Mr/Mrs..the pleasure is mine! Im glad to have returned.

- I understand you have come to take a glance at the firms working conditions. How
has it been so far?

- Im glad to say, that the different units gave me all the satisfaction I can get. Im
coming to the secretariat with an optimistic mood.

- Thank you Mr/Mrs..We do our best. Allow me to give you an entourage to our
secretariat and administration levels. While observing, youll find that the
accommodation of our secretariat are arranged and organized in accordance with the
preferences of our workers both office- and level wise. Lets take a look at the main
secretary office. As you can see, the outfit of the office are situated in the most
practical as well as the most desirable fashion. The work desk is right next to the
windows, for the sake of proper enlightenment for the secretaries. We give high
regards for certain psychological aspects of our working conditions. Even the colours
of the paint of the wall are chosen to provide a calm and radiant atmosphere.
Different psychological researches show that light colours are more soothing when it
comes to work atmosphere. This is why we chose light blue and yellow colours. Now
lets give a visit to the administration level. As you can see, the administration room is
quiet big and therefore is usually occupied by many workers. Given the relatively
small size of the windows, this room required additional lighting had to be applied to
compensate the lack of sunlight. We give especially high importance to the reduction
of noise level. Since administration requires large machinery, a minimal level of
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 background noise is inevitable. However, in order to reduce this, we built in sound-
absorbing materials in the floor as well as certain parts in the room. Apart from that,
we made sure the distant allocations of the individuals as much as we could. Noise-
related annoyances in work places are a really common nuisance in almost every field
of work. Apart from the outside noise of the streets, companies should give more
attention to internal noises as well. Finally, I would like to show you our conjoint
secretary spot. This is actually a secretary and an administration office joint together.
Apart from the previous aspects of ergonomical requirements, mention must be made
about the proper application of climate devices. It is well known, that temperature is
an essential factor in work atmosphere. Too hot temperature results in quick
dehydration and fastened breathing. This inevitably results in inconveniences while
working. On the other hand, too cold temperature can contribute to the maturation of
certain diseases. In order to avoid this, we applied the latest and most reliable climate
devices all under permanent control and stabilization. So much for the physical
related working conditions. As you may well know, the expansion of team-work based
attitude amongst the personnel is a basic requirement for long term effective co-
working. In our free time, we organize different task solution based training programs,
which can be applied both in works and also in real life. These programs also have a
good effect on the relationships among our workers.

- I have to say, that Im more than impressed by your foresight and thoroughness
regarding working condition preservation. I now see the reason why your employees
are some of the best around.

- Thank you so much Mr/MrsNow, as a final part, I would like to demonstrate the
process of documents handling. Over the years, weve managed to electronize our
documents and this includes storage and transmission. Of course we still acquire
manual labour in document handling, but were looking to shift to electronical
methods. Whenever a document is reviewed by our administration, a copy is
immediately made about it in a nearby secretary office. Then, the copy is filed and put
in the filing cabinet, while the original document is sent back to the administration for
further certifications on necessary.

- Impressive.

- The electronic document handling is somewhat easier, since it only consists of file
saving and sending. Our central database is maintained and handled by the
secretariat and is frequently refreshed and checked. To be honest, the liquidation of
electronic documents would be much easier carried out if we had hold of the latest
document handling software. Do you by any chance happen to have hold of it?

- Yes, weve purchased it last week. Ill send it of you if you need it.

- Thank you so much Mr/Mrs..we would appreciate it.

- Thank you for showing me around Mr/Mrs..Im convinced that you and your staff
are more than aware of the different needs of working personal. Im truly satisfied.
Keep up the good work!

- Thank you Mr/Mrs..

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18. A foreign client visits your firm to complain about a document You
handed him after the last bull session, claiming it was missing the copies of
two of the most essential documents and a certificate. The client felt grieved
at the fact, that his/her jurisprudent could not proceed with the dealings
due to the lack of the documents, so the agreement on signing up to fit in the
predetermined deadline of the contract is impossible. This may result in a
severe financial wastage for both your firms. Apologize for the
inconvenience and try to give an account for the mistake (i.e. carelessness,
document left in the photocopier, etc) Reassure your foreign client with a
promise of making up for the missing copy materials at once. Remind
him/her that you had asked him to revise the documents and he failed to do
so. Ask him to inform you about such faults via email or telephone in the
future, so that you can send him the copies right away. Make a conversation
with you client your teacher in the situation above.

-Mr/Mrs..Good afternoon! Im glad to see you here.

-Mr/MrsGood afternoon! What a pleasant surprise. Are we supposed to have an

appointment?

-No Mr/Mrs..Ive come to call your attention on a horrendous mistake, which may have
effect on both of us in a most disadvantageous way.

-Oh my! What can it be?

-Last week, on our bull session we made an agreement upon the forthcoming contract. Do you
remember?

-Ah yes. The portfolio I gave you contained every bit of necessary documents. Is something
amiss in our agreement?

-You see, the materials you gave me were missing the copy of the latest referential statistics.
Without it, the signatory materials are incomplete. Also, a copy of the latest design lists is
also essential. Additionally, a deed is inevitable to proceed with the legal steps of contracting.

-Im breathless. Im truly stunned to have been informed about this ill news.

-As a matter of fact, the most appalling fact is that without these documents our legal
jurisprudent could not proceed with the legal steps to apply this new contract. Therefore, the
products we were planning to introduce and spread cannot begin to be produced and since
your firm is the primary proprietor of these products, this may have severy financial
consequences regarding both of us.

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-Im completely aware of this Mr/Mrs.I apologize for this terrible mishap. You see, our
photocopier has difficulties in doing its job. It even fails to eject the copied material every
once in a while. In many cases, we experienced the same problem, when certain materials
were missing pages. I believe that this must be the source of our problem. Ill see to making
up for the documents right away. Here you go. The copy of the statistics, the design lists and
the trust instrument.

-Thank you Mr/Mrs..

-If you allow me, Id like to point out something. As you may remember, I asked you to revise
the material as soon as possible after our agreement. Apparently, you didnt carry out this
request of mine, and I would like to ask you to do it in the future, so that you can inform me
immediately via email or telephone in case of similar misadventures.

-I will Mr/Mrs..Thank you again.

-Youre welcome. Im sorry again for causing so much trouble. I promise that after were
done, we will have made up for the deficit caused by this incident.
I hope your right! Thanks again! Good bye!

-Good bye Mr/Mrs..!!!

19. You are to hold a meeting to the staff of secretariat as a duty of yours.
Given the multinational nature of your firm, it includes many foreign
members, so the meeting is to be held in the chosen language of the firm.
You are to tell your colleagues that youre dissatisfied with their speed of
work, their records are inaccurate, their deadline duties are out of schedule,
and so complaints are common amongst the management. You have decided
to rearrange the scope of labour and also to appoint individual overseers for
the sake of more effective labour. After rearranging the labour, you have to
give the staff one month to undo the mistakes and you are to dispose of any
inefficient workers in case of their failure. Give forth the circumstances
mentioned above to your associates your teacher.

- Good afternoon ladies and gentleman and thank you all for coming to this meeting! As an
annual report, this meeting is intended to be a general overview about the performance of the
members of the staff and so, Im committed to give you a disclosure about my experiences
regarding this question. Astonishing as our last years performance may have been, this year,
our working efficiency seem to have deteriorated a great deal. Our secretariat has been

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deprived of its high regards by the management, which never stops to express their constant
displeasure towards our secretariat in a lot of respect. One of the most common failing of our
staff lies in complying with the schedule. The delay of essential materials has become a great
nuisance for the management, lots of contracts had to be put at halt because of lack of
documents, delay of certifications, all resulting in mutual losses for us and our associate firms.
Another prevalent flaw among our staff lies in imprecise recordings and database handling.
Only last month, 23 of our statistics had to be cross checked because of discordant data in our
database. This resulted in considerable drawbacks in our liquidations. Finally, as an additional
problem, I have to point out the ever growing lagging in the secretariats labour. Since certain
fields of secretariat labour are interconnected, the delay of one person may cause a domino-
effect by halting the entire chain of labours, consequently resulting in severe delays. If an
essential member in the chain cannot keep up with the requirements, the entire process of the
relevant labour may lag. In order to put an end to these dire conditions, I believe the structure
of labour has to be modified. Having considered the circumstances and pondering over the
possibilities of our secretariat, Ive decided to rearrange the dispositions among our staff. First
of all, Ill put special emphasis on the schedule demands and Im planning to employ the
personnel accordingly. For the sake of proper schedule handling, the number of secretaries
dealing with document handling and processing has to be doubled, since quick forms of
manual labour, such as printing and photocopying can be carried out by anyone without
having an individual secretary for the job. Additionally, the registering process of our firm
needs to be handled without any measure of inaccuracy. I believe it will facilitate the situation
if we distribute individual recordings between two members, so the liquidation of
administering the records will be more thoroughful and hopefully less flawed. Finally, in
order to avoid the domino effect in our interconnected labour, every single task will be carried
out by an individual person. Too many tasks may prevent individuals from being smooth in
their operation. This kind of rearrangement is going to require watchful control. Id like to
appoint Mr/Mrs, as the overseer of registering, Mr/Mrs..as the relevant overseer of
document handling and Mr/Mrs....as the relevant overseer for chain labour. I hereby grant
you the assignment of checking; controlling these fields and also expects you to provide a
report monthly about the latest manoeuvres and modifications. You are hence put accountable
for the results and operations of our secretariat. I sincerely hope that a month of probation will
be sufficient for all of you to undo the mistakes that have been done. Im truly sorry to say
this, but in case of failure to prove development and efficiency, Ill be forced to cast off the
members least able to keep up with these new requirements. And that will be all. Thank you

24
for your attention and patience, if you have any questions regarding these new circumstances,
feel free to drop by my office any time. I wish all of you good luck and successful
cooperation!

20. Your boss is expecting VIP guests and your job is to organize the
reception and hospitality of the guests with the help of the secretariat staff.
Since the staff includes foreigners, you should give forth your expectation
about the organization and preparations in a relevant foreign language.
Review the relevant tasks: Hotel room booking, assembling sightseeing tour,
ordering dinner at a posh restaurant, advance booking for the concert of
the evening, organization of traffic sequence in downtown, and also ask for
volunteers among the staff members. Let them know about the conditions
of hospitality on the day of arrival: the 12-strong party will be received in
the council-room. The aperitif and the snacks (biscuits, fruits) will be
prepared here. The hot drinks (tea, coffee) will be prepared, but not yet
served. Ask them to gear their clothing and behaviour to suit the occasion
and also to wear badges with their name on them. Make a conversation
about the tasks with your teacher.

-Thank you all for gathering around to discuss the forthcoming events. As you may have
heard. Mr/Mrs..is expecting a 12-strong group of VIP guests to appear on Friday, the 12th,
and in order to prepare the proper reception and hospitality for the guests, I will need each and
every one of your help. The program of the guests will include sightseeing, dinner, an evening
concert and of course the party held in the council-room. I would like to ask for volunteers for
the different tasks in organization. Signify your willingness to the announced task by raising
your hand. Ill need one person to book a room in the nearby Hotel Moon. Thank you
Mr/Mrs.., you are to make the booking for Friday the 12th for 12 people.

-How long shall the booking is reserved?

-The guests are expected to stay one night, so please, make the booking accordingly. After
their arrival, the guests will be escorted around for a sightseeing tour in the city. I need two
people to act as their guide. Mr/Mrs. and Mr/Mrs.., thank you. Your objective will be to
escort the guests through the predetermined rout introducing some of the most fascinating and
famous sights in our city. Youll also be expected to share some knowledge concerning the
relevant sights as well so please do come prepared. Beside the tourist guides, Ill need an

25
additional person to assemble the route of the sightseeing tour. Mr/Mrs., thank you, you
are to lay out the destination points of the tour making it as conveniently smooth and fast, as
possible. After the tour, the guests will dine in the nearby Cordon Bleu Restaurant. I need one
person to arrange the ordering for the dinner, reserving a conjoint table for 12 people. Thank
you Mr/Mrsyour job will be to make a booking for 12 people. I will give you the
telephone number of the Cordon Bleu after the discussion. As a closing of the night, the
guests will attend the concert of the famous Fortissimo orchestra starting at 9.pm. held in the
Flash Dome. I need somebody to book the tickets for the concert making an advance booking.
Mr/Mrs.thank you. You are to book 12 seats for the evening concert. Ill also need a
volunteer for reserving a limousine capable of transporting 12 people. Mr/Mrs.you will
have to reserve the car for the 12th and let the driver know about the destination points of the
evening. Now, lets arrange the reception and hospitality of the guests. The reception will
come to pass in the council-room with the aperitif already prepared to be handed to the guests.
The aperitif will be dry champagne. A large variation of different snacks, tea cookies, biscuits
and fruits will be set on the table ready to serve the needs of the guests. The hot drinks, such
as coffee and hot tea will also be made ready, but the service will only be carried out after the
reception. I truly believe that with all of you cooperating, we shall have no problem deducing
the reception and hospitality of the guests. I would also like to call your attention to the
importance of proper clothing and attitude. You are to wear clothing suitable for the occasion
and Id also like to ask you to wear badges with your names on them. Thank you for your
attention and good luck for the preparations.

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