Business communication a course in communication

CULTURE AND SOCIETY

Cultural diversity and socialising

3 Small talk: keeping the conversation going

1 Read the text below Identify the basic message implied by the text

In Western societies, particularly in the United States, a lack of 'good eye contact' is often viewed as a sign of suspicion or shifty behavior, leading to perceptions of individuals as unfriendly, insecure, or untrustworthy In stark contrast, Japanese cultural norms teach children to focus their gaze on a teacher's Adam's apple or tie knot, and as adults, they lower their eyes when addressing superiors, demonstrating a gesture of respect.

In Latin American and certain African cultures, such as Nigeria, longer looking times are common; however, prolonged eye contact from someone of lower status is deemed disrespectful In the United States, staring is considered impolite, regardless of the social hierarchy Conversely, in England, individuals are trained to focus intently on speakers, using eye contact and subtle blinks to indicate understanding Americans, on the other hand, show their interest and comprehension through nodding and vocal affirmations.

The interpretation of widened eyes varies across cultures and contexts For example, in a negotiation between an American and a Chinese individual, the American may perceive the Chinese person's widened eyes as surprise regarding the proposed contract However, this expression may actually signal politely expressed anger, highlighting the importance of understanding cultural nuances in communication.

2 If necessary, read the text again Then comment on the following:

• observations about many people from the United States

• an observation about Japanese children

• the meaning of lowering one's eyes in Japan

• why looking at someone for a long time may be considered disrespectful

• the meaning of widened eyes in Chinese culture.

Building a relationship

3 Small talk: keeping the conversation going

1 Read the text below Identify the basic message implied by the text

In Western societies like the United States, individuals who fail to maintain good eye contact are often perceived as suspicious or untrustworthy, leading to associations with traits such as unfriendliness and insecurity Conversely, in Japan, cultural norms dictate that children learn to focus their gaze on their teacher's Adam's apple or tie knot, and as adults, they lower their eyes when addressing superiors, signifying respect.

Latin American and certain African cultures, like Nigeria, exhibit longer looking times; however, prolonged eye contact from someone of lower status can be seen as disrespectful In the United States, staring is generally considered rude, irrespective of social hierarchy Conversely, polite English speakers are trained to focus intently on the speaker, using eye contact and blinking to convey understanding, while Americans often show interest and comprehension through head nods and vocal affirmations.

The interpretation of widened eyes varies across cultures and contexts, as illustrated by a negotiation scenario between an American and a Chinese individual In this situation, the American may perceive the Chinese negotiator's widened eyes as a sign of surprise, while the true meaning could be a subtle indication of anger Understanding these cultural nuances is essential for effective communication in international negotiations.

2 If necessary, read the text again Then comment on the following:

• observations about many people from the United States

• an observation about Japanese children

• the meaning of lowering one's eyes in Japan

• why looking at someone for a long time may be considered disrespectful

• the meaning of widened eyes in Chinese culture.

3 Before receiving a visitor from a foreign country – or before travelling abroad – you need to think about the cultural issues that may affect the relationship

Suggest some basic research that you should do before receiving your visitor, or before travelling What issues should you think about?

1 Make a dialogue based on the following flow chart

Say you have an appointment with Sandra

Decline - ask if you can use a phone

Decline - you only need the phone.

Ask how far it is to station.

Explain that SB will be along shortly. Offer a drink / refreshments.

Say yes / Offer fax as well.

Show visitor to the phone.

Reply - offer any other help.

Two miles - ten minutes by taxi.

Promise to do that - say that SB is free now Offer to take him/her to SB's office.

2 Ruud Hemper from the Netherlands is visiting a customer in India He is talking to the Production Manager of a manufacturing plant in Delhi Read the extract of their conversation

Manager: Is this your first visit here?

Hemper: No, in fact the first time I came was for a trade fair We began our

Southeast Asian operations here at the 1995 Exhibition

Manager: Shall we have a look round the plant before lunch? a) What is wrong with what the production manager says?

The answer is, of course, that it breaks a 'rule' of conversation Generally, if you ask a question you should comment on the answer or ask a supplementary question.

Answer b) Now suggest a better version of the same conversation

2 Provide a suitable sentence in the spaces in the following dialogue

Peter: Have you been to Edinburgh before?

Janis: No, it's my first visit.

Peter: And er, is the hotel all right?

Janis: Yes, it's very comfortable.

Peter: b) So, do you have much time here in Scotland? Are you staying long?

Janis: No, I have to go back tomorrow afternoon.

Peter: c) You'll have to come back again!

Peter: So what time's your flight tomorrow?

Peter: Well, I can book you a taxi if you like, to get you there in good time.

Peter: No problem at all Was it a good flight today?

Janis: No, it wasn't actually.

Janis: It was raining - quite hard There was a lot of turbulence.

• Listen to each one again In each case, suggest how you think the conversation might develop

• Do you think any of the topics included would be unacceptable in a particular culture that you know about?

• Prepare ideas for the conversation on these topics in relation to a country you know well either through work or pleasure Discuss the country you choose with a colleague

Language Checklist Сultural diversity and socialising

Arriviпg Неllo Му name's from Гvе ап appointment to see Sorry - Гт а little late/ early Му plane was delayed

This is He/she's ту Personal Assistant Сап 1 introduce уои to He/she's our (Project Manager).

I' d like to introduce уои to

Meetiпg someone and small talk

How was your trip? Did уои have а good flight/trip/journey?

How are things in (London)?

How long are уои staying in (New York)? 1 hope уои like it.

Is this your first visit to (the Big Apple)?

Offering assistance Саn I get уоu anything?

If уоu need to use а phone or fax, please say Сап we do anything for уоu?

Do уоu need а hotel/а taxi/апу travel information /etc.?

Could you book те а car/taxi/hotel ?

Could you help те arrange а flight to ? Сап you recommend а good restaurant?

I' d like to book а room for tomorrow night Сап you recommend а hotel?

Before meeting business partners and fellow professionals from other countries, уоu could find out about their country:

• cultural and regional differences religion(s)

• the role of women in business and in society as а whole

• the main exports and imports

• the market for the industrial sector which interests уоu

Yоu might also want to find out:

• which topics are safe for small talk

• which topics are best avoided.

If уоu are going to visit another country, find out about:

• the conventions regarding socialising attitudes towards foreigners

• the extent to which public, business and private lives are mixed or are kept separate

• conventions regarding food and drink

You might also like to find out about:

• the weather at the relevant time of the year

• the conventions regarding working hours

Culture and entertainment

1 The following text is about cultural diversity Read it through once and decide which of the three statements (А, В or C) given below the extract offers the most accurate summary

The impact of culture on business

The new generation of international managers is trained in contemporary management philosophies, emphasizing the importance of Total Quality Management (TQM) within Strategic Business Units (SBUs) They prioritize Just-In-Time (JIT) delivery of products and implement Customer First Teams (CFTs) that operate under Management by Objectives (MBO) to enhance efficiency and customer satisfaction.

But just how universal are these management solutions? Are these 'truths' about what effective management really is: truths that can be applied anywhere, under any circumstances?

Despite the expertise of international firms, the implementation of 'universal' management theories often leads to failures For instance, pay-for-performance strategies have frequently fallen short in Africa due to unspoken cultural norms regarding reward timing and promotion sequences Likewise, management by objectives has generally been ineffective in southern European subsidiaries of multinationals, as managers resist adhering to the rigid frameworks of predetermined policy guidelines.

The concept of human-resource management poses challenges in cross-cultural translation, as it originates from an Anglo-Saxon perspective This approach equates human beings with 'resources,' similar to physical and financial assets, drawing from economic principles.

International managers face significant challenges as they navigate varying cultural beliefs about individual development In cultures that embrace the idea of limitless personal growth, this concept is well understood, while in other regions, it may be difficult to grasp and often unpopular These managers must balance multiple cultural premises, including their own cultural background, the local culture of their work environment, and the organizational culture of their employer.

Across cultures, concepts like authority, bureaucracy, creativity, camaraderie, verification, and accountability are perceived uniquely The use of identical terminology can obscure our understanding, leading us to overlook how our cultural biases and established behaviors may not be universally applicable or understood.

A There are certain popular universal truths about management which can successfully be applied in various cultural contexts. В Cultures are so varied and so different throughout the world that management has to take account of differences rather than simply assume similarities. С Effective management of human resources is the key to everyone achieving their full potential.

2 Read the text again Identify the following: a) the problem with 'universal' management solutions; b) an example of the failure of pay-for-performance; c) an example of the failure of management by objectives schemes; d) the problem with human-resource management; e) three cultures affecting international managers; f) six areas in which different cultural interpretations apply.

1 Use the following flow chart to construct a dialogue The situation is a semi-formal business meeting in your country

Ask your visitor if he/she has tried the local cuisine.'

Say no - but you've heard it is very good.

Suggest a meal in a restaurant Respond.

* Yes - you have heard that the fish (in this town) is very good.

Ask if he/she likes fish Respond.

Suggest you'll meet him/her at hotel Ask what time.

Suggest a time Agree and end conversation.

2 You receive the letter below from a business partner confirming a meeting with you at a Trade Fair in Munich Unfortunately you have to leave Munich after your meeting, but you expect to be in London a month later Write a reply suggesting a different arrangement which you can confirm nearer the time

South Australia Bank of Commerce

Following our telephone call I confirm that we will meet at the Interlink stand at the Munich Fair on Thursday 24 May 19 – sometime during the morning.

I am eager to discuss our diverse range of products and services with you and believe you will find them intriguing Attached is some information for you to review prior to your visit to Munich.

It would be very nice if we could meet socially while in Munich I wonder if you

Join me and my colleagues for dinner at the Hilton Hotel this Thursday evening at 8:30 PM We would love for you to come and feel free to bring a colleague or partner along Please let me know if you can make it!

We look forward to meeting you and do call if we can be of any assistance between now and the Fair.

John Callam Product Development encs.

1 Imagine you are in a restaurant with a business colleague Work in groups of three Brainstorm as many examples as you can of the language indicated below

Group one recommending what to eat expressing preference ordering

Group two commenting on the food asking for the bill offering to pay

Group three insisting on paying inviting thanking

2 Divide into fresh groups of three and together in your new groups share all the examples you have of different ways of saying the nine functions above

Complete the grid below with possible phrases:

Asking for the bill Offering to pay

Insisting on paying Inviting Thanking

When engaging with international professional contacts, it's essential to recognize and respect cultural conventions that may differ from your own Understanding these variations can significantly impact your interactions and negotiations For instance, differing communication styles, business etiquette, and negotiation tactics can influence the effectiveness of your dealings By being aware of these cultural nuances, you can foster better relationships and enhance collaboration with individuals from diverse backgrounds.

• conventions regarding alcohol and food

•the relationship between work and pleasure

•the relationship between family and work

Saying what's оn and what's available

There’s а (good) film / play / concert / оп at

We have а good theatre in the city

Would you be interested in going to see

I’d like to invite уои to have dinner this evening Is that а good idea?

Thank you That would bе а pleasure.

That would be nice, but unfortunately

- I have ап appointment this evening

- I have some work to do

I like (Japanese) cuisine very much

Looking at а menu Тhe (fish) sounds nice

Shall we have а bottle of ?

Commenting on an evening out

Thank уои very much for your hospitality I enjoyed it very much.

Before receiving visitors to уоur соmраnу Ве prepared to talk in English about your professional field and/or your company and business:

- the professional field уои are involved in

- current research and other projects

- the history of уоur сотрапу

- the international involvement of уоur сотрапу

- competition. Ве able to talk about:

- уоur country and your town

- cultural and religious centres of interest

You may wish to talk about:

Could I leave a message?

1 Preparing to make a telephone call

2 Asking for and giving repetition

1 Preparing to make a telephone call

1 Look at the cartoon What do you imagine they are saying? Say what the problems are and how problems like this can be avoided

2 Suggest ways for preparing for the telephone call Then tick the suggestions that she makes that are included in the list below

Do not try to guess what the other person will say □

Think about your objectives from the call - any questions you need to ask or things you need to say □

If someone calls and you are not ready for them, ask them to call back later □

Desk preparation: prepare the desk - paper, pen, any relevant documentation, computer files □

Check recent correspondence, know the situation □

Have your diary on hand, so you can fix appointments □

3 Different people have different objectives in a telephone call

A Purchasing Manager who has received an incomplete delivery aims to resolve the issue promptly to ensure that inventory levels remain optimal and operations are not disrupted Their objective includes communicating with the supplier to seek clarification, negotiating a swift resolution, and implementing measures to prevent future discrepancies in deliveries Ultimately, they strive to maintain a smooth supply chain and uphold strong vendor relationships.

• to tell the supplier that the delivery is incomplete.

• to arrange to get the rest of the delivery sent as soon as possible.

In the context of customer service, a computer operator may express dissatisfaction with inadequate support when contacting a Software Helpline for assistance with a software issue Meanwhile, a Sales Representative from a furniture manufacturer initiates a call to Moda Design, a company specializing in office furniture, to explore potential business opportunities On the receiving end, a purchaser at Moda Design handles this call, ready to engage with the representative and discuss their offerings.

4 Read the recommendations for preparing for incoming calls Try to memorize them

• Send a fax suggesting someone calls you - then be prepared for their call.

• If you expect a call, think about what the other person will say or what they will ask.

• Check any relevant documentation or correspondence.

• If you are busy or not ready when they call, ask them to call back later.

Good morning, Gorliz and Zimmerman Introduce yourself.

Ask to speak to Mr Conrad Bird

Mr Bird is not in.

Ask when you can contact him

Explain that he is away – offer to take a message.

You want Mr Bird to call you

Repeat your name Give your number.

2 Asking for and giving repetition

In every request for repetition, the requester should also acknowledge the repetition It is crucial that any instance of repetition is accompanied by an acknowledgment.

“I beg your pardon I didn't catch that.

“To Allan P Maul, or Mall Personnel Department ”

1 Frequently a Sales Representative may make a 'cold call' to a purchasing manager or some other influential person in a company Imagine the following situation:

Dominique Peron serves as the Personal Assistant to Jacques Le Grand, the Production Controller at Tarbet Garonne Compagnie (TGC), a French company specializing in paints and varnishes M Le Grand has requested to avoid interruptions from unsolicited sales calls Meanwhile, Walter Barry from London is seeking to contact M Le Grand.

2 Complete the dialogue below by writing down all the phrases used by Dominique Peron to block the caller

TGC Bonjour, ici La TGC.

Walter Barry Good morning, Walter Barry, here, calling from London.

Could I speak to Monsieur Le Grand, please?

Walter Barry acknowledges that your company operates a chemical processing plant He represents LCP, Liquid Control Products, a leader in leak safety solutions for the chemical processing industry Barry wishes to speak with M Le Grand to explore collaborative opportunities that could help TGC enhance its safety measures while also reducing costs.

TGC Yes, I see Well, M Le Grand

Walter Barry Can you tell me when I could reach him?

New York So it is difficult to give you a time.

Walter Barry Could you ask him to ring me?

Walter Barry Could I speak to someone else perhaps?

Walter Barry A colleague for example?

TGC You are speaking to his Personal Assistant I can deal with calls for

3 Think about any of the following - whichever is most likely for you now or in the future Prepare the call (maximum three minutes preparation!) Explain the details of the situation to a colleague or to your teacher, then practice the call

1 Ring a company to ask for product details or prices.

2 Ring a hotel to book a night's accommodation.

3 Ring a travel agent to ask about flights to a city you need to visit If possible record your conversation.

Hello, my name's calling from

I'd like to speak to , please.

Could I have the Department, please?

Saying someone is not available

I'm sorry he/she's not available

Sorry, he/she's away / not in / in a meeting / in Milan.

Could you give him/her a message?

Can I leave him/her a message?

Please ask him/her to ring me on

Can I take a message? Would you like to leave a message? If you give me your number I'll ask him/her to call you later.

Offering to help in other ways

Can anyone else help you?

Would you like to speak to his assistant? Shall I ask him to call you back?

Sorry, I didn't catch (your name / your number / your company name / etc.) Sorry, could you repeat your (name, number, etc.).

Sorry, I didn't hear that Sorry, I didn't understand that Could you spell (that / your name), please.

Okay, I've got that now (Mr James.) I understand I see, thank you.

How much time do you need?

How much time do you have?

Who do you want to speak to? In case of non-availability, have an alternative strategy:

• call back / be called back - when?

Do you need to refer to:

•a letter, order, invoice or fax?

What do you expect the other person to say / ask you? How will you respond?

Key phrases (see Language Checklist) Pronunciation

Good to hear from you again!

1 Cross-cultural communication on the telephone (1)

1 Cross-cultural communication on the telephone (1)

1 Look briefly at the text Before reading, say: a) what it is about b) what the message of the cartoon opposite is c) what you think the text probably recommends.

2 Now read the text Identify the following: a) something that is important before telephoning b) advice on how to use your voice c) advice on checking your understanding d) examples of'explicit' cultures – what does this mean? e) examples of'subtle' cultures – what does this mean? f) a possible problem about the phone that you would not have face-to-face.

Many individuals lack confidence when using the telephone in English, but with proper preparation, making calls can become easier and more effective During the conversation, it is important to speak slowly, clearly, and use straightforward language to enhance communication.

Check that you understand what has been said Repeat the most important information, look for confirmation Ask for repetition if you think it is necessary.

Different cultures utilize language in distinct ways, influencing communication styles Some cultures, like those in North America, Scandinavia, Germany, and France, are known for their explicitness, making their meanings clear In contrast, the British tend to communicate more indirectly, often using hints and understatement, which can lead to ambiguity This difference is partly due to British conventions of politeness and a preference for abstract language, making it necessary to interpret their true feelings For instance, when a Dutch person describes an idea as "interesting," it is a straightforward assessment, whereas an Englishman’s use of the same term requires careful consideration to determine whether it is a positive or negative judgment.

Japanese, Russians, and Arabs are often perceived as 'subtle' cultures, leading to a sense of vagueness and deviousness from a British perspective When they describe an idea as interesting, it may stem from a place of politeness rather than genuine endorsement.

Plain speakers may come across as rude or dominating to those who communicate more subtly, similar to how Americans might sound to the British or vice versa with the Japanese The British often initiate and conclude telephone conversations with small talk, discussing topics like the weather, health, and recent activities, which helps establish rapport before addressing the main purpose of the call At the conclusion of the conversation, it is common to exchange pleasantries, such as "Nice talking to you."

When communicating with a British partner, it's important to greet their family warmly if you've met them and express your eagerness to see them again soon A concise and abrupt phone conversation might come across as unfriendly, so adopting a more personable tone can enhance your connection.

Cultural differences significantly influence the approach to small talk, with the British often being more enthusiastic about it than other nationalities Recognizing these variations enhances our understanding of diverse cultural traditions Additionally, engaging in telephone conversations can be challenging due to the absence of visual cues like body language, which can aid in communication.

3 Choose the closest definition of the following words from the text:

1 literal a) direct and clear b) full of literary style c) abstract and complicated

2 understatement a) kind words b) less strong way of talking c) clever speech

3 deduce a) reduce b) work out c) disagree

6 pleasantries a) questions b) requests c) polite remarks

Suggest suitable phrases for each step in the conversation, then practise the dialogue with a colleague

Caller (Computech) Called Person (Intership)

Confirm / correct Offer to help.

Ask for appointment with Mr Dionis Ask what it's about.

Explain that you want to discuss transport of goods from Singapore to Athens

Acknowledge - ask when would be a good time.

Suggest next week Reject – Mr Dionis is away.

Suggest beginning of next month.

Suggest Monday 3rd Reject - On Monday Mr Dionis is busy all day.

Agree Suggest 10.00 a.m Agree - ask for fax to confirm.

Agree to fax - hotel booking is not necessary

Signal end of call End call / thanks / refer to fax, etc.

Following a telephone conversation, sending a fax serves as a crucial method to ensure that there are no misunderstandings Additionally, many businesses prefer to have written confirmation of agreements made over the phone for clarity and record-keeping purposes.

Use the template below to write a fax confirming the arrangements made in the Computech/Intership conversation

Lorong One Toa Payoh Singapore 1253 Telephone: ++65 350 574

Fax to: Mr Dionis (Intership S.A.)

In pairs, A and B will create and rehearse two role plays centered around arranging a meeting Each participant should reflect on a real-life or work-related scenario that requires making a phone call After discussing the chosen situation with their partner, they will practice one conversation at a time, ensuring to conclude the call in a professional manner.

When planning a telephone meeting, it's essential to prepare thoroughly by considering the call structure and utilizing effective language techniques Refer to the Skills Checklist for guidance and ensure you have a clear strategy for concluding the conversation.

Could we meet some time next month? When would be a good time?

Would Thursday at 5 o'clock suit you? What about July 21st?

No, sorry, I can't make it then.

Sorry, I'm too busy next week.

We've an appointment for next month, but

I'm afraid I can't come on that day

Could we fix an alternative

Can I check that? You said

Can you / Can I confirm that by fax?

Thanks very much for your help.

Do call if you need anything else.

I look forward to seeing you / your call /your letter / your fax / our meeting Goodbye and thanks Bye for now.

• repetition, emphasis and confirmation possible confirmation by fax

• cold call / new contact / established

• in-company vs customer supplier outside agent

• colleague / friend / business associate / public

• state problem / reason for call

• check that there's nothing else to say

1 Cross-cultural communication on the telephone

2 Problem solving on the telephone

1 Cross-cultural communication on the telephone (2)

1 The following text gives some advice about telephoning between different cultures Before you read it, quickly answer these questions about the organisation of the text: a) What is the picture about? b) How many paragraphs are there? c) How many main points are probably in the article?

2 Read the text, then mark the sentences that follow as True (T) or False (F)

In countries such as Italy and Britain, conversation serves as a lively form of entertainment, characterized by a continuous exchange of dialogue where interruptions are seamlessly taken over by others Conversely, nations like Finland and Japan emphasize the importance of listening, viewing interruptions as impolite; here, listeners thoughtfully reflect on what has been said before crafting their responses.

When conversing with others who are learning English as a foreign language, it's common for pauses and silences to occur as they search for the right words or process your statements Therefore, it's important to exercise patience and refrain from interrupting, just as you would appreciate their understanding in return.

Etiquette varies significantly across countries, with Anglo-Saxon cultures often favoring the quick use of first names in communication, including letters, faxes, and phone calls In contrast, many European and Asian cultures maintain a more formal approach, where even long-term business partners and colleagues typically address each other using formal titles.

Mr or Mrs and the last name or job title.

Use last names in professional settings unless otherwise agreed upon, as this maintains formality and respect Avoid misinterpreting a person's formal address as a sign of unfriendliness; it's often just a cultural norm Conversely, if business partners from Anglo-Saxon backgrounds quickly switch to first names, it’s a common practice and should not raise any concerns.

Above all, one should remember that people do not usually mind if their own codes

20 are broken by foreigners as long as they sense consideration and goodwill This is much more important than a set of rules of etiquette.

Which do you think is the most important point?

• For the British and the Italians it is normal to interrupt the other speaker during the conversation.

• A special importance is attached to listening in Japanese and Finnish cultures.

• One should interrupt and try to help speakers who may have difficulty in saying what they want to say.

• It is unusual for Americans and British to use first names early in a business relationship.

• It doesn't matter if you break certain social rules if it is clear that you are sensitive to other people.

• Etiquette is the critical point in telephoning between different cultures.

Work in pairs, A and B Create a dialogue based on the prompts below A is the Client Services Manager of Keene Investments who calls B, a financial adviser A is B's boss

Eric/Erica King (A) Charles/Charlotte Heppel (B)

Introduce yourself and say there's a problem Respond - ask what?

Sandra Henson - has phoned She expected

CH to visit yesterday No one came.

Respond - the client has made a mistake. The appointment is for next week.

Respond appropriately Ask CH if he wrote with details of the visit, Yes Offer to call Sandra Henson.

End call (small talk) End call.

Planning and getting started

1 This article, from the Financial Times, is about presentation technique Scan the text to identify seven examples of bad technique and five characteristics of good technique You do not have to read the article in detail or understand every word to do this

When incompetence is 'tantamount to fraud' by John Kirkman

Not long ago I went to a two-day conference The fee, travel, and hotel accommodation cost nearly £300.

The conference featured 20 presentations, but nine were hindered by poor design and ineffective use of visual aids, making them difficult to understand Additionally, 12 out of the 20 speakers exceeded their allotted time, causing delays in the schedule on both days To address this, chairpersons requested that some speakers shorten their talks, which resulted in attendees missing out on crucial information Consequently, many participants, including myself, did not receive the complete experience of all 20 presentations we were promised.

Incompetent presentation is tantamount to fraud Here are extracts from my notes on that conference.

Speaker 1 Got slides out of sequence with talk, distractingly putting them up before she reached the relevant point in her script Read inexorably through the script, stumbling over written word-clusters she could not articulate.

Speaker 2 Put up transparencies on overhead projector, with comment: 'You won't be able to read these." Correct! Had an electronic watch that beeped at 15 minutes; commented that the beep meant time was up: went on speaking Overran by 10 per cent.

Speaker 3 Used first five of allocated 15 minutes to tell an anecdote relevant to talk.

Speaker 4 was warned twice by the chair about time to stop; so he spoke twice as fast to try to finish with slides whistling to and fro at a rate thai made reading impossible.

He confused himself as well as us by putting up a slide that 'should not have been there'. Overran by almost a third.

Speakers 2, 3 and 4 all began by stressing what they could not do in 15 minutes, thereby reducing substantially what they could do.

The situation deteriorated when a speaker began by undermining his own credibility and insulting the audience, stating, "I'll just put up this slide to keep you occupied while I go through the boring facts." He attempted to provide an example but struggled to locate the necessary figures, fumbling through his notes and ultimately dismissing the effort with, "I can't find them, never mind."

On the second day, the presentation failed to improve, as we were presented with overhead transparencies that were poorly photocopied from A4 pages in small type One particular illustration, consisting of two columns and five rows of figures, was displayed with no explanation,

The speaker's monotonal mumble rendered the halter microphone ineffective, making it difficult for the audience to hear him Misunderstanding the chair's time warning, he concluded his talk three minutes early, much to the audience's relief.

During a recent presentation, one speaker expressed uncertainty about the availability of a slide to support his discussion, stating, "I think we have a slide for this It is slide six Oh no, sorry Well, we will go on." This confusion left the audience wondering how they could effectively follow along when the speaker himself seemed disoriented.

In my notes, only three speakers received positive feedback, highlighting the significance of being simply competent For instance, my remarks on speaker eight emphasize this idea: "Vigorous, organized, enthusiastic, and clear While the content was neither new nor exciting, the sheer competence of the presentation made it stand out as the best so far."

Given the presenters' non-professional lecturer background, I had tempered expectations for the conference, seeking not exceptional oratory skills, but rather competent, well-structured presentations that fit the allotted time slots and were delivered with straightforward clarity.

Becoming a competent speaker is achievable through the development of acquired skills rather than relying solely on natural talent However, many presenters at this conference have not prioritized learning how to safeguard their own reputations and those of their employers.

Vocabulary notes tantamount to fraud = almost the same as dishonestly taking someone's money inept = incapable, amateurish allotted = made available, given rubble = chaos

2 What are the key considerations involved in preparing a presentation?

1 Read the comments from the audience who are listening to a presentation at an international conference What caused the problem in each case a) 'What on earth is he talking about?' 'I've no idea!' b)'Hey, Sarah! Wake up! He's finished!' c) 'Read that! I can't read that! I'd need a pair of binoculars!' d)'Speak up! I can't hear a thing! 1 e) 'Summarise four main points? 1 only noticed one! Have I been asleep?'

2 Look at the following situations

A recent medical congress held in Tokyo showcased innovative techniques in open-heart surgery Attendees included purchasing and product managers from a Taiwanese company, who expressed interest in acquiring surgical equipment from our organization.

• An internal meeting of administrative staff to discuss a new accounting procedure.

• A staff meeting to discuss a charity event for earthquake victims.

When preparing for a presentation, consider the formality of your talk based on the context and audience Assess the audience's expectations regarding technical detail and expertise, as this will guide your content depth Determine the audience's level of specialist knowledge, whether they are experts or non-experts, to tailor your language and examples accordingly Plan the duration of your talk, whether it will be five minutes, twenty minutes, or longer, to ensure you cover your material effectively Establish a clear policy on questions, deciding if the audience can interrupt or if queries will be addressed afterward, and whether there will be room for discussion Finally, employ strategies to help the audience retain key points, such as using visual aids, summaries, or interactive elements.

Image, impact and making an impression

1 Using visual aids: general principles

2 Talking about the content of visual aids

1 Using visual aids: general principles

Read the text below and find: a) eight advantages of using visual aids b) three warnings about using visual aids

According to Dinckel and Parnham (1985), presenters should prioritize their role over visual aids, as the latter should enhance rather than replace spoken information While visual aids can enhance memory retention and assist the speaker, they must complement the presenter's interpretation, explanation, and conviction Simply reading text from a visual aid is insufficient; the presenter must actively engage with the audience to convey the message effectively.

The effective use of visual aids offers numerous benefits, such as conveying information that is difficult to articulate in words and emphasizing key points By engaging an additional sense, visual aids enhance audience attention and provide variety, making presentations more dynamic Additionally, they save time and simplify complex concepts, ensuring clearer communication.

2 Talking about the content of visual aids

Label the following using words from the boxes pie chart map bar graph table diagram line graph flow chart plan

1 Imagine using the graph below in a presentation about air quality Suggest how you would describe it Use the prompts at a-d. a) 'Now ' b)'It shows ' c) 'The vertical while ' d) 'Clearly, we can see that '

2 Match the following pictures with the correct phrase: climbed slightly increased steadily dropped markedly declined a little rose dramatically

3 Look at the diagrams and write other words to describe what each one shows Try to find the noun form for each verb, for example to increase I an increase a) to increase an increase to to to to b) to decrease a decrease to to to to c) to stay the same to to d) to reach a maximum to to e) to recover a recovery f) to deteriorate a deterioration to … ……… to ………… to ………… to … ……… to ………… to …………

In this presentation, I will showcase a line graph illustrating the trend of renewable energy adoption over the past decade The graph highlights a steady increase in the percentage of energy derived from renewable sources, rising from 10% in 2010 to 40% in 2020 This upward trajectory emphasizes the growing importance of sustainable energy solutions in combating climate change The data points reflect significant milestones, such as government incentives and technological advancements that have propelled this shift Overall, the graph effectively communicates the positive momentum towards a greener future, making it clear that renewable energy is becoming a vital component of our energy landscape.

If possible, construct a graph that makes comparisons possible Use solid, dotted or broken lines (or colours) to make the picture clear.

Think of your professional or study situation Prepare any pictures or visuals for use in a presentation Prepare a description for each one.

Record your description without reading directly from your notes, though you may of course look at the pictures.

If you can, video record your presentation of the pictures Treat the video camera as 'one of the audience'.

After recording your presentation, start by watching the video with the sound muted Focus on key aspects such as the visual design, your body posture in relation to the audience, your gestures and hand movements, and the effectiveness of your eye contact.

When reviewing your video or audio recording, pay close attention to the clarity of your message and the appropriateness of your word choice Ensure that you highlight the main facts effectively while maintaining a balanced level of detail—avoiding excessive information.

- left hand / right hand axis

Here you see the trend in

This compares x with y Let's compare the

Here you see a comparison between

In analyzing market dynamics, it is essential to describe various trends such as an increase, which signifies a rise, and a decrease, indicating a fall Trends can improve or deteriorate, leading to recoveries or downturns Additionally, fluctuations may occur, characterized by undulations that level out or stabilize over time Peaks and troughs represent maximum and minimum points, respectively, while reaching a low point or hitting bottom illustrates significant declines Understanding these patterns is crucial for effective decision-making in any economic context.

Describing the speed of change

To increase/fall dramatically Markedly Slightly significantly

Use media which suit the room and audience size.

• video / computer graphics / flip chart / whiteboard

Combination of OHP and flip chart with pens often good.

First visual should give the title of talk.

To effectively structure your presentation, clearly outline the main headings and minimize text on slides; avoid simply reading from visuals Limit the use of visuals to one per minute, allowing for pauses to give the audience time to process each image Additionally, refrain from displaying a visual until you are ready to discuss it, ensuring a more engaging and focused presentation.

Remove visual once finished talking about it Switch off equipment not in use.

For effective slide presentations, using white text on blue or green backgrounds enhances readability Incorporating varied colors can improve the clarity of your message, especially in visual elements like pie charts It's essential to choose appropriate color combinations, as weak colors such as yellow and pink may not perform well against white backgrounds.

Use of room and machinery Check equipment in advance.

Check organisation of room, equipment, seating, microphones, etc Use a pointer on the screen (not your hand) Have a good supply of pens Check order of your slides / OHTs, etc.

You in relation to your audience Decide appropriate level of formality, dress accordingly.

Keep eye contact at least 80% of the time. Use available space.

Move around, unless restricted by a podium Use gesture.

The middle of the presentation

'First you say what you're going to say Then you say it Then you tell them what you've said.'

'All acts of communication have a beginning, a middle and an end.'

Read the following passage and identify at least six recommendations about speaking technique which can help to make the message in a presentation clear

You're lost if you lose your audience

Clear objectives, clear plan, clear signals: the secrets of presentation success

To deliver an effective presentation, it's essential to have a clear strategy that aligns with your objectives The goal is not to fill time with endless talking and visuals, but to communicate a valuable message to an engaged audience To captivate listeners, speakers should first understand their audience's needs, then plan and articulate their message clearly and concisely.

An effective speaker engages the audience by using clear signals to present information For instance, introducing a list with a phrase like "There are three things we have to consider" helps to structure the talk The speaker can then detail each item, such as outlining the three types of price: economic price, market price, and psychological price By elaborating on each type—starting with economic price, which is determined by production costs and profit needs—the speaker ensures clarity and maintains audience interest throughout the discussion.

A key signaling technique in presentations is to clearly indicate transitions between different sections This helps maintain a well-organized flow, making it easier for the audience to follow along For instance, using phrases like "That's all I want to say about the development of the product Now let's turn to the actual marketing plan" effectively marks the end of one topic and the beginning of another This approach is particularly beneficial for audience members who may only be interested in specific parts of the presentation.

Sequencing information is a crucial type of signaling that typically adheres to a logical order, often organized by time For instance, a project can be outlined by detailing its background, current status, and future prospects Important keywords that facilitate this sequencing include first, then, next, after that, later, at the end, and finally.

Repetition is a powerful technique for emphasizing key points in communication For instance, phrases like "As I've already said" or "I'd like to emphasize the main benefit" can reinforce important messages Additionally, timing and the amount of information presented are crucial; psychologists suggest that concentration wanes after about twenty minutes without a break It's important not to overwhelm the audience with excessive technical details or too many facts Research indicates that asking listeners to remember more than three points in a five-minute talk is excessive, with seven being the upper limit for any presentation length While these figures may vary, speakers should carefully consider how much information their audience can realistically absorb and plan their content accordingly.

1 Read the following text and identify the following: a) the relationship between the main body of the presentation and the introduction b) a recommendation on one way to divide the main body of a talk

The main body of a presentation elaborates on the themes introduced earlier, utilizing various techniques to enhance comprehension and retention for the audience These methods not only facilitate audience engagement but also assist the speaker in maintaining a clear structure and tracking progress throughout the presentation It is beneficial to divide the main body into distinct sections, each marked by a heading, as referenced in the introduction This structured approach allows for effective organization of information, often breaking down larger parts into smaller, more manageable subsections.

Now read the text Underline the words and phrases which list key information and give signals to the audience

Climatic changes in the Northern Hemisphere are influenced by three main factors: volcanic activity, industrial pollution, and transportation Volcanic eruptions, such as the significant one in 1991, have been linked to ozone depletion and the rise in global temperatures observed in 1992 Industrial pollution plays a crucial role, as industries emit harmful gases like CO2, SO2, CO, and NO2 from burning fossil fuels, which contribute to the greenhouse effect and global warming Additionally, ozone-depleting substances such as chlorofluorocarbons and polychlorobiphenols, commonly used in refrigeration and manufacturing, exacerbate atmospheric contamination Lastly, transportation, particularly from cars and airplanes, further contributes to the release of greenhouse gases like CO2, intensifying environmental damage.

The Product Manager's notes for the Cheri beauty products presentation outline key strategies for the advertising mix, emphasizing the importance of targeting the right audience, utilizing social media platforms for engagement, and collaborating with influencers to enhance brand visibility The plan includes a focus on eye-catching visuals and compelling storytelling to convey the brand's unique selling propositions Additionally, the team aims to leverage promotional offers and customer feedback to refine marketing efforts and boost sales Overall, the approach is designed to create a strong market presence and foster brand loyalty among consumers.

Good morning, everyone Today, I want to discuss the advertising strategy for the new Cheri range of beauty products, which will include two key categories: above-the-line and below-the-line advertising Let’s begin with an overview of these approaches.

Merchandising: Any direct efforts to encourage sales of a product, increase consumer awareness, etc.

Above-the-line advertising: Mass media advertising, such as television, radio and newspaper.

Below-the-line advertising: Forms of advertising at the point of sale or directly on the product, such as packaging, shop displays, etc.

Choose one of the following situations to present a short extract from a presentation Use linking expressions to connect the different parts of the talk

You are a Project Manager of Sasi, a Dutch electronic components manufacturer You have to give a presentation to colleagues explaining the company's decision to build a factory in Indonesia

Key factors influencing decision-making include local employment conditions, characterized by a well-trained and skilled workforce in the oil industry and experienced chemical engineers Additionally, the robust growth of the Indonesian economy, particularly in Java, offers significant market potential and advantageous access to the economically strong Southeast Asian market Furthermore, available government subsidies and tax concessions are designed to encourage inward investment.

As a design consultant for Land Inc., a financial services company based in New York, you are tasked with presenting an overview of three tenders for the new European headquarters in Brussels The first proposal comes from Fox Lee Associates, a British firm known for its innovative and sustainable design solutions that blend modern aesthetics with functionality The second tender is from Shikishima, a Japanese company renowned for its minimalist approach and emphasis on harmony with the surrounding environment, showcasing a commitment to both elegance and efficiency in their designs.

- conventional air conditioning -ultra-modern

- and heating system -solar energy-based heating

-Neo-classical design and air-conditioning c) Harald Khaan Group: Dutch

- low-running costs, conventional heating

Describe any simple process or the diagram below using sequencing language.

Use the information below to give a presentation of about seven minutes Use listing, linking and sequencing where necessary.

To address the declining sales at GUBU Inc., a Boston-based toy manufacturer, I recommend implementing a multi-faceted business plan that focuses on revitalizing product lines, enhancing marketing strategies, and expanding distribution channels First, we should conduct market research to identify emerging trends and consumer preferences, allowing us to innovate and refresh our toy offerings Next, a targeted marketing campaign utilizing social media and influencer partnerships will help engage a younger audience and increase brand visibility Additionally, exploring e-commerce platforms and optimizing our online presence will facilitate broader reach and improved sales performance Finally, fostering collaborations with educational institutions can position GUBU as a leader in the educational toy sector, ultimately driving growth and reversing the current sales decline.

Comparison between combined sales for 1992 and 1996 for 16 products.

2 Reasons for decline in sales

-poor investment in new products

-old products losing appeal, not fashionable

3 Proposed action to reverse trend

-drop half of existing product range

-new marketing strategy with heavy marketing investment

Prepare an informal presentation on a topic of your own choice.

• It does not have to concern your work or studies but should be a topic which interests you.

• Think about having a clear introduction and a clear structure.

• Include visual aids if you like.

Give the presentation to your teacher and / or classmates.

Signalling different parts in a presentation:

So that concludes the introduction.

That's all for the introduction.

Now let's move to the first part of my talk, which is about So, first To begin with

There are three things to consider First

Second Third There are two kinds of

The first is The second is We can see four advantages and two disadvantages.

First, advantages One is Another is

A third advantage is Finally On the other hand, the two disadvantages.

Linking: Ending parts within the main body

That's all (1 want to say for now) on

Let's move to (the next part which is)

So now we come to

The process consists of seven distinct stages: first, then, next, after that, followed by additional steps, and finally concluding with the last phase It involves two main steps: the first step is crucial, while the second step builds upon it Additionally, the project can be broken down into four key stages: beginning, later, then, and finally I will outline the development of the idea, starting with the background, moving to the present situation, and concluding with future prospects.

• Logical progression of ideas and/or parts of presentation.

• Chronological order of events, i.e background —> present —> future

- makes the organisation of the talk clear

- helps the audience to follow

- helps you to follow the development of your talk.

The end is near this is the end

1 What does the end of a presentation contain?

2 What is the difference, if any, between a summary and a conclusion ?

3 In which of the following situations do you think a discussion is more appropriate than questions'?

• A sales representative's presentation of a new produc

• A Chief Executive's statement on corporate policy.

• A politician's speech on transport policy.

• A team leader's talk to colleagues on the next phase of a project.

• A manager's proposal to a group of senior executives on improving productivity.

1.Three incidents in the year show communication problems.

2.35% of incidents in the last 5 years contain some degree of communication problem.

3.Existing communication procedures are not considered satisfactory.

1.Training must place more emphasis on communication procedures.

2.Programme of regular revision of communication procedures should be introduced

1 Read the following text and identify: a)a potential problem at the end of a presentation b)three ways to avoid the problem.

Open for questions: The silent disaster

A common nightmare for speakers is finishing a presentation with "Any questions?" only to be met with complete silence and awkwardness To prevent this scenario, it’s crucial to deliver an engaging presentation that captivates the audience, ensuring that they feel compelled to ask questions and participate in the discussion.

To prevent the discomfort of silence, conclude your presentation with a clear instruction for the audience, prompting immediate engagement This technique is particularly effective in sales presentations or when addressing an audience with specific needs.

After talking about his or her products or services, the speaker wants the audience to explain their needs and says:

To effectively assist your company, we need to understand your unique operations and specific needs Please share details about your current situation and what aspects of our services may interest you the most.

The audience holds a responsibility to engage with the content, provided they have a favorable view of both the presenter and the message If they are positively inclined towards the potential supplier, it benefits them to share information and initiate a discussion.

Speaking to an audience of Department Managers, vice-presidents, or potential trainees, the Training Manager has outlined recommendations and explained what is available He/she can end with:

'Right! I've told you what we can offer Now tell me what are your impressions, what are your priorities and what else do you need to know now?'

One effective strategy for engaging your audience is to prepare a thought-provoking question that encourages participation This approach not only breaks the ice but also fosters discussion among attendees Additionally, you can identify individuals who are likely to contribute based on previous interactions, such as during a reception or coffee break, making it easier to initiate a meaningful dialogue.

2 Handling questions is thought by many speakers to be the most difficult part of a presentation Why do you think this is? How do you think difficulties can be minimised? Tick any of the following pieces of advice you find important

Ask for repetition or clarification U

Tell the truth (most of the time!) □

Don't say anything you'll regret later O

Check understanding if necessary by paraphrasing O

Agree partially before giving own opinion: Yes, but

Imagine that you have given a talk on Marketing in Japan at a conference on business trends What would you say in these situations?

1 At the end of your presentation, move to comments / discussion / questions.

While I appreciate your input, I want to clarify that I mentioned the decline of small retail outlets has been a gradual process occurring over several years, rather than a sudden closure in recent times.

3 Ask the audience for comments on why this has happened.

4 Agree with someone's suggestions, but suggest other factors One is the increasing number of take-overs of smaller companies.

5 A member of the audience says the following: 'I I understand that a report showed that

In 1990, Japan saw the launch of 700 new soft drinks, but astonishingly, 90% of them failed within a year This raises an intriguing question: could a similar scenario occur in the USA or Europe?

In Japan, there has traditionally been a strong focus on quality and product excellence While market research has been more advanced in Western countries, this dynamic is evolving, indicating a shift in the landscape.

7 A speaker says something you don't understand What do you say?

Divide into groups of four Each person should prepare, in about two to three minutes, part of a short presentation on any topic he/she knows well.

In this article, we will explore one or two key aspects of the topic in depth for approximately three to four minutes We will conclude with a succinct summary that encapsulates the main points discussed Finally, we will open the floor for questions, comments, or further discussion to engage with the audience and deepen our understanding of the topic.

• paraphrase part(s) of what you said

• offer more information based on their knowledge and / or experience.

For each contribution, respond appropriately.

Repeat the exercise until everyone in the group has been in the hot seat

Give the end of a presentation on a topic of your choice Include either a summary or a conclusion and move to questions and/or discussion.

The end of the presentation

Ending the main body of the presentation

Right, that ends (the third part of) my talk.

That's all I want to say for now on

Beginning the summary and/or conclusion

I'd like to end by emphasising the main point(s) I'd like to finish with

- a summary of the main points.

- some observations based on what I've said.

/recommendations What we need is I think we have to I think we have seen that we should

Inviting questions and/or introducing discussion

That concludes (the formal part of) my talk.

(Thanks for listening) Now I'd like to invite your comments Now we have (half an hour) for questions and discussion.

Right Now, any questions or comments?

So, now I'd be very interested to hear your comments.

Understood but difficult or impossible to answer

That's a difficult question to answer in a few words.

- I don't think I'm the right person to answer that Perhaps (Mr Holmes) can help

- I don't have much experience in that field

Understood but irrelevant or impossible to answer in the time available

I'm afraid that's outside the scope of my talk

/this session If I were you I'd discuss that with I'll have to come to that later, perhaps during the break as we're short of time.

Sorry, I'm not sure I've understood Could you repeat? Are you asking if ? Do you mean ?

I didn't catch (the last part of) your question If I have understood you correctly, you mean ? Is that right?

Checking that your answer is sufficient

Does that answer your question? Is that okay?

• Restates what the audience must understand and remember.

• States the logical consequences of what has been said.

• May contain new and important information

• Inviting questions implies that theaudience are less expert than the speaker.

• Beware of the 'nightmare scenario' -total silence! Have one or two prepared questions to ask the audience.

• Keep control of the meeting.

•Inviting discussion gives the impression that the audience have useful

•Ask for repetition or clarification if necessary.

•Paraphrase the question to check you understand it.

•Give yourself time to think - perhaps by paraphrasing the question.

•Check that the question is relevant If not, don't answer if you don't want to.

•Refer questioner to another person if you can't answer.

•Suggest you'll answer a question later if you prefer.

•Check that the questioner is happy with your answer: eye contact and a pause is often sufficient.

•Don't allow one or two people to dominate.

•Signal when time is running out - 'Timefor one last question'.

At the end, thank the audience.

Making meetings effective

3 Establishing the purpose of a meeting

Some comments on business meetings:

'Two or more people getting together for a specific business purpose.'

1 What makes a good meeting? Suggest what you think are the characteristics of a successful meeting Think about the characteristics of successful business meetings Agree or disagree with the following

− Clear objectives - known to everyone.

− Respect for the time available / time planning.

− Emotions are kept under control.

− Everyone gets to say what they need to say.

"Mr Skelton, can I go out and play now?"

2 What do you think the functions of the chairperson are during a meeting?

Tick (/) which of the following functions the chair should performs at this meeting

• Starts the meeting on time.

• Makes people stick to the subject

• Decides when to have a break.

3 Suggest phrases which could be used by a chairperson in the following situations in a meeting a) To welcome the participants to a meeting. b) To state the objectives of the meeting. c) To introduce the agenda. d) To introduce the first speaker. e) To prevent an interruption. f) To thank a speaker for his/her contribution. g) To introduce another speaker. h) To keep discussion to the relevant issues. i) To summarise discussion. j) To ask if anyone has anything to add. k) To suggest moving to the next topic on the agenda. l) To summarise certain actions that must be done following the meeting (for example, do research, write a report, meet again, write a letter, etc.) m) To close the meeting.

Work in groups of four Decide on a chair and have a brief meeting using one of the situations below

After a few minutes' preparation, the chair starts the meeting, introduces the agenda, invites the first speaker to make his/her proposal, prevents interruptions, brings in other speakers, summarises, etc.

To identify ways to reduce company costs.

3.Cutting salaries and running costs.

To decide on training needs and how to spend $100,000 on training.

1 Decide priorities: marketing / information technology / languages.

3 Establishing the purpose of a meeting

1 In groups, work out a brief agenda, with an appropriate order, for a meeting of the marketing department of Axis Finance Ltd., a medium-sized financial services company Your agenda should include the points listed here:

• marketing plans for next year

• review of marketing performance in the

• current year apologies for absence.

2 In pairs, prepare a brief opening statement by the chair to introduce the meeting above:

• think about what the opening statement from the chair needs to say

• use your agenda as a guide

• refer to the Language Checklist

Think about the role play meeting that you have worked on in this unit and your role in it Evaluate the meeting by considering the following:

• What was your role in the meeting?

• Did you use any visual supports?

• What was the result of the meeting?

• How did you feel about this result?

• What action or follow-up was agreed?

If you were the Chair of the meeting, again think about your role Consider all the above questions but also the foliowing:

• How long did it take - was this too long or too short?

• Were you an effective Chair?

• Did you summarise the meeting?

• How could you have chaired the meeting better?

If you know of any meeting that you are going to participate in, think about your preparation for that meeting What do you need to consider?

(It's ten o'clock) Let's start

We've received apologies from

Any comments on our previous meeting?

You've all seen the agenda

On the agenda, you'll see there are three items.

There is one main item to discuss

We're here today to hear about plans for

Our objective is to discuss different ideas

What we want to do today is to reach a decision

The background to the problem is

The point we have to understand is

I'd like to ask Mary to tell us about

Can we hear from Mr Passas on this?

I know that you've prepared a statement on your Department's views

Sorry Hans, can we let Magda finish?

Er, Henry, we can't talk about that.

So, what you're saying is

Can I summarise that? You mean

So, the main point is

Can we go on to think about

Let's move on to the next point.

I think we've covered everything.

I think we can close the meeting now. That's it The next meeting will be

• What type of meeting (formal or informal, short or long, regular or a

'one off, internal / external information giving / discussion / decision making)?

• Decide time / place / participants / who must attend and who can be notified of decisions.

• Obtain agenda and list of participants.

• Study subjects on agenda, work out preliminary options.

• If necessary, find out team or department views.

• Prepare own contribution, ideas, visual supports, etc.

The role of the Chair

• Start and end on time.

• Define time limits for contributions.

• Control discussion, hear all views.

• Summarise discussion at key points.

• Ensure that key decisions are written down by the secretary.

• Ensure that conclusions and decisions are clear and understood.

• Define actions to be taken and individual responsibilities

Sorry to interrupt, but

1 The structure of decision making

2 Stating and asking for opinion

1 The structure of decision making

1 Read the following extract and answer these questions a)What kind of meetings is the text about? b)What structure does the text describe? c)What key point is made about communication?

2 Read the text again Do you agree with: a) the first sentence? Give reasons for your answer. b) Hayne's suggestions for the steps involved in decision making? c) the view that communication must be a two-way process? d) what the writer says about consensus in the final paragraph?

Meetings are essential for making decisions and achieving consensus among participants While presentations may provide information followed by discussions, the primary aim remains to reach an agreement efficiently in terms of time and cost According to Marion Haynes, structured decision-making meetings should adhere to a rational decision process that includes specific steps to facilitate effective outcomes.

• study / discuss / analyse the situation;

Effective decision-making requires participants to be aware of each other's needs and perceptions Without clear communication and a mutual understanding of requirements, reaching a satisfactory conclusion becomes challenging The four key elements that facilitate successful decision-making are awareness, understanding, empathy, and perception.

It is only when we accept that communications are a two-way process that any form of communication, including decision making, will become genuinely successful and effective

Decision making often occurs subtly, as discussions can lead to a consensus that a leader can recognize and articulate without requiring a formal vote.

3 Find words or phrases in the text which mean the same as the following: a) common agreement b) economical use of resources c) aim d) fix a goal e) what one must have f) what one would like to have g) consider other options h) way of seeing things i) seeing things as others see them j) develop k) express through speaking.

2 Stating and asking for opinion

1 Quickly suggest as many ways of asking for opinion and stating opinion as you can Two examples are given here:

What do you think about ? – I think

Do you have any opinion on ? – In my experience

Engage colleagues in discussions on various topics, assessing their opinions as weak, strong, or neutral When prompted, share your own perspectives on these subjects, expressing them either quite strongly or fairly weakly Compile the findings into a cohesive paragraph.

2 Testing cosmetic products on animals

4 Exploitation of the rain forests

5 The quality of television broadcasting

Interruptions can have different intentions:

• to ask for more details

• to change direction of the discussion

In a discussion among oil company directors regarding a decline in sales, it’s essential to explore various perspectives and encourage constructive disagreements Engaging in pairs, participants can propose examples of effective interruptions that can enhance the dialogue, fostering a collaborative environment for problem-solving and innovation.

A: The fall in sales is mainly due to the recession affecting world markets.

A: Well, it's a general fall of around 5% in sales for most product areas Also, specifically in the oil processing sector, we have much lower sales, mainly because we sold our UK subsidiary, Anglo Oils,

A: Well, no, I'd rather not go into that We discussed that in previous meetings I'd prefer to talk about future prospects The outlook is very-good just now

B: A: I'm very surprised you say that In fact, sales forecasts are much better now Anyway, let me tell you

B: A: New markets? Yes, but can we talk about new markets later? I have some important information on that But first

B: A: Take a break? We've only just started!

There are different ways of handling interruptions a) In pairs, suggest one or two appropriate phrases for the following:

1 Promise to come back to a point later.

2 Politely disagree with an interruption.

3 Say the interruption is not relevant or that time is short.

4 Politely accept the interruption and respond to it before continuing.

Use the skeleton outline below to recreate the entire dialogue with a partner Choose alternative interruptions and ways of handling interruptions.

'The fall in sales is mainly due to the recession affecting world markets' Interrupt: ask for clarification Polite response.

(5% / most product areas / especially oil processing / also due to sale of Anglo, UK subsidiary)

Interrupt: ask why Anglo was sold

Try to move on to future prospects (good) Interrupt: disagree.

Respond; you disagree Forecasts are much better Interrupt: you want to talk about new markets.

Promise to discuss this later but first Interrupt: suggest a break

Stating opinion It seems to me

Could we hear from ? What's your view?

What do you think about ?

Do you have any strong views on ? Any comments?

Excuse me, may I ask for clarification on this?

If I may interrupt, could you say ?

Do you think so? My impression is What?

Sorry, please let me finish

If I may finish this point

Can I come to that later?

That's not really relevant at this stage Can we leave that to another discussion?

Customer / Client / Supplier first meeting established relationship

Structure of decision making meetings

• study / discuss / analyse the situation

The DESC stages of a meeting

Goal of decision making meetings

Objective: to get a consensus in a time - efficient and cost effective manner

Participants must be aware of others' needs

Full communication and understanding is essential

Four elements in communication: awareness – understanding – empathy – perception

Consensus is recognised and verbalisedby leaderDecisions checked and confirmed

What do you mean by

1 Asking for and giving clarification

1 Asking for and giving clarification

Work in pairs to complete the following mini-dialogues.

A: , it's hot almost all the year, with heavy rainfall in the rainy season .

A: Every new product needs a USP.

B: Er, can you what that is?

A: USP the special characteristics of a product which make it different and desirable - so cosumers will want it Er, _that now?

Use your own words to complete the phrases, all of which suggest that a decision needs to be delayed, or more time is needed

VICTORIA: (a) Well, let's not _ I think it would be a bad idea to assume we're going to choose a city, (b) It to think about locating to one of the smaller towns.

FRED: smaller places, yes So, should we get details on the possible places?

VICTORIA: (c) We could do that, but we , I think,

_ a few things For example, tax benefits, grants and anything like that - for locating to a smaller place, not one of the main cities Then we could make a better decision.

John acknowledges the improvements in transport links such as trains, the airport, and the port in Bilbao However, he raises concerns about the accessibility of smaller towns, particularly in mountainous regions where it may take an hour or more for trucks to reach main roads He emphasizes the need to focus on enhancing train and road connections for these smaller towns.

In an internal meeting focused on discussing potential price increases for our products, it's crucial to analyze market trends and cost fluctuations As we navigate this conversation, we should consider the impact on customer satisfaction and our competitive positioning Collaborating with my partner, we can explore various strategies to communicate these changes effectively, ensuring transparency and maintaining trust with our clients By utilizing the language and concepts from this unit, we can articulate our rationale clearly and develop a plan that balances profitability with customer loyalty.

Ask if the meeting can reach a decision on this.

Respond that we need more information.

Suggest doing market research Say we need to know more about the effects of a price increase.

Ask for general agreement Move to next item for discussion Agree Suggest contacting John (a friend) who knows about market consultancy firms.

Suggest looking at previous experience of price rises – then later going to a Marketing first

Move to next item for discussion.

1 Read the following text and identify:

• three recommendations on how a meeting should end

• what should happen after a meeting

To effectively conclude any meeting, whether for information sharing or decision making, it is essential to restate the objectives, summarize the accomplishments, and outline the agreed-upon actions that need to be taken.

Following the meeting, it is crucial to take action by drafting a concise memorandum summarizing the key conclusions and distributing it to relevant parties Additionally, ensure that those who were unable to attend are informed about the important decisions made during the meeting.

Finally, each meeting should be viewed as a learning experience Future meetings should be improved by soliciting evaluations and deciding what action is required to conduct better meetings.

In today's meeting, I want to thank everyone for their valuable contributions, especially Sarah for her insights on project timelines and John for his updates on team performance As we move forward, let’s ensure we stay aligned on our goals and maintain open communication I encourage everyone to share any additional thoughts or concerns via email by the end of the week Our next meeting will be on March 15th, where we will review our progress and address any outstanding issues Thank you all for your hard work and dedication; together, we can achieve great results.

Indicate that the meeting is almost over.

Check that no one has anything else to say.

Restate the purpose of the meeting

Introduce a summary of the decisions taken

Ask if everyone is happy with your summary

Indicate that fa colleague) will organise a presentation next week

Fix a date for a new meeting

In groups of four, participants will focus on one of the provided situations and prepare closing remarks that summarize their discussion notes Each group should highlight any necessary follow-up actions After five minutes of preparation, participants will reorganize into new groups to present their closing remarks to peers who have worked on different sets of notes, fostering a collaborative learning environment.

A Merger of Atlas North with Dransfieid

Detroit subsidiary to present report in 3 months

B New training courses for telesales staff Allow £10,000 budget

Peter to identify three possible training companies

C Law suit against company for wrongful dismissal of Jane Kee Accept blame

Personnel Dept to produce confidential internal report on new guidelines for employees contracts

Three weeks to complete report

D Hospital Management Committee Purchase of new Ultrasound Scanner for Intensive Care Unit (ICU)

Commission report on alternatives Redirect funds from Radiography Unit Decision by March at the latest

Joan to find out views of affected staff

Could you be more specific?

Can you explain that (in more detail)?

What do you mean by ?

What I want to say is

To explain this in more detail

Checking that the clarification is sufficient

Is that okay? / Is that clearer now?

As Peter has already told us

I'm sure Mr Kowski knows about this

Later we'll hear a report from Neil on

Professor Gilberto is certainly aware of

I think we need more time to consider this.

I think we should postpone a decision

Can we leave this until another date?

It would be wrong to make a final decision

I think we should end there Just tosummarise We've covered everything, so I'd like to go over the decisions we've taken So, to conclude we've agreed

We need to look at

We'll meet again next month

We look forward to hearing from you It's been a pleasure to see you today and

I look forward to our next meeting

Meeting should end on time!

Decision making meetings should end with decisions!

The Chair should close the meeting with: a restatement of the objectives⇓ a summary of decisions taken⇓ a summary of the action now required⇓ reference to any individual responsibilities.⇓

A memorandum should be sent to all participants summarising the decisions taken and the action required.

The memorandum should be sent to any interested individuals who were unable to attend. The Chair should seek feedback on the meetings to try to improve future meetings.

Motivation to change Gather information on the present situation⇓

Identify specific areas needing improvement⇓

Identify alternative courses of action⇓

Know what you want

1 What do you understand by the term 'negotiation'? In pairs, work out a short definition

2 Here is a representation of the typical structure of a negotiation In pairs, suggest a short business conversation with the structure given below

Suggestion → Counter suggestion Agreement →← Confirmation a) Match each negotiation to one of the three types described below, X, Y or Z

Business negotiations resemble friendly discussions about social plans, as both parties aim for a mutually beneficial outcome Through proposals and counter proposals, they work towards reaching an agreement, fostering the potential for repeat business This type of negotiation is often termed agreement-based or win-win, highlighting the shared goal of collaboration.

There are two negotiation types that prioritize individual gain over mutual benefit, focusing on securing the best deal for one's side In these scenarios, each team aims for independent advantage, concentrating solely on their own interests For instance, a seller may prioritize making a sale without considering the potential for repeat business.

Z – A third type is the negotiation to resolve conflict, for example in a contractual dispute.

Here, it is possible that each party regards the other as an opponent and seeks to win the argument This is a win-lose negotiation.

1 What considerations are important in preparing to negotiate? In pairs, suggest as many as you can Tick the following statement which you agree with

Decide what concessions you could make.

Know your own strengths and weaknesses.

Know your role as part of a team.

Prepare your negotiating position - know your aims and objectives.

Prepare any figures, any calculations and any support materials you may need

2 Match each of the four aspects of good preparation on the left with why they are important on the right a) Knowing your aims and objectives i) means you can support your argument. b) Knowing your own strengths and weaknesses ii) helps clear thinking and purpose. c) Preparing any figures, calculations and other materials iii) creates reasonable expectations. d) Preparing an opening statement iv) helps you to know the market, the context

In which you want to work.

1 Look at the cartoon and think about these questions

• How could the negotiation have been more successful?

• How would a sales representative need to prepare for a meeting in which he/she planned to ask for a pay rise?

• What would the sales manager need to think about?

I’ve come to ask for a 10% pay rise for the team

2 Divide into two groups, A and B Read the notes for A or B below In groups prepare a negotiation position Then choose a partner from the other group to negotiate with Try to reach a better solution than the one in the cartoon above

As sales managers at a major automotive components manufacturer, we are convening with our sales team leader to discuss new contract negotiations Given that sales have stagnated over the past year, we are opting not to raise the salaries or commissions of our sales representatives.

As the leader of a sales team, you find yourself facing stagnant pay and commission rates that haven't changed in three years In an upcoming meeting with your sales manager, you aim to renegotiate your contracts to secure a more favorable compensation structure that reflects your contributions and the evolving market conditions.

When you have finished, report the results of your negotiation.

Most formal negotiations begin with an opening statement from each side What do you think an opening statement should include?

1 Suggest phrases for each of the following at the start of a negotiation

 Develop small talk (trip, weather).

 Mention plans for lunch - make your visitors feel welcome (see city centre /local restaurant).

 Suggest you start talking about the main subject of your meeting.

 Introduce a colleague (Luke Fox, Marketing Department).

 Explain general aim or purpose of the meeting, (preliminary / exploratory)

 Say what your side wants from the meeting (Establish beginnings of a partnership / learn about supply systems / price variations and supply costs.)

2 Try to bring all the phrases above together in a single opening statement Practice 2

Choose one of the following two situations to prepare an opening statement in a negotiation

Remember to include welcoming remarks and some general comments on your expectations for a successful meeting and an agreement which leads to a lasting partnership

Your company, Ultra Compo, is meeting representatives of OHTA Inc from Tokyo OHTAInc wants to set up an agency in your country to distribute its electronic components.

Exploratory discussions aim to enhance understanding of the products, assess OHTA's current international distribution network, and explore potential cooperation terms between the two companies The independent objective is to internationalize your company's operations and broaden your product offerings.

If you're looking to purchase land in a suburb of Lima, Peru, for the purpose of establishing a distribution warehouse to serve the Andean Region of Latin America, it's essential to prepare for an upcoming meeting with the lawyers representing the landowner, Puertos Callao S.A., a prominent port authority in Lima.

Exploratory discussions aim to gather essential information about the land, including its precise location in relation to key infrastructures such as the port, airport, and city center Additionally, these talks will address the cost of the land and assess its current condition, including any existing buildings or structures on-site.

The primary goal is to acquire the land at the most favorable terms, whether through a cash purchase, negotiating a long-term deal with low interest rates, or opting for a lease agreement.

Either think of any kind of negotiation that you may be involved in at work with colleagues, with your boss, or with another company.

 How do you need to prepare for the negotiation?

 What is your objective in the negotiation?

 Assuming you will not get everything you want, what is your best realistic alternative?

 What is the level at which you could realistically settle?

When negotiating in personal situations, such as discussions with your bank or while purchasing significant items like a car, vacation, home, or furniture, it's essential to evaluate key aspects of the negotiation Reflect on your objectives, the other party's interests, potential compromises, and the best alternatives available This strategic approach can enhance your negotiation skills and lead to more favorable outcomes.

I'm sure we will have a useful and productive meeting

We see this as a preparatory meeting

We would like to reach agreement on

One of a series of meetings

Following previous meetings we have agreed on some important issues Today we have to think about We have reached an important stage

Stating your aims and objectives

I'd like to begin with a few words about our general expectations May I outline our principle aims and objectives today

We aim to clarify our positions and outline our formal agenda While we do not have a set agenda, we aspire to reach an agreement on key topics Specifically, we would like to discuss three important areas that require our attention Ultimately, we need to make a decision on these matters.

Stating shared aims and objectives

Together we want to develop a good rela- tionship We agree that It is important for both of us that we agree on

I'd like to finish there and give you the op- portunity to reply to this I'd like to hand over to my colleague , who has some- thing to say about

 both teams try to suit joint interests

 each team aims to get best deal

 a team aims to win and make the other team lose

 exploratory (possible areas of interest)

 decide realistic maximum and minimum acceptable scores

 state independent (not joint) objectives

Getting what you can

A key principle in negotiating is to give a little and get a little at the same time

1 Read the following extract According to the writer, are these statements about negotiating true (T) or false (F): a) Decide on the most important and less important issues. b) Try to guess what the other side thinks. c) Note answers to the questions you ask. d) Deal with issues in isolation, one at a time. e) Make concessions and get a concession in return. f) Tough bargaining can combine with a spirit of cooperation. g) If there are problems, you have to accept or reject what is on offer.

Effective negotiating requires clear thinking and a constructive approach

To achieve successful negotiations, it's essential to clearly identify your top priorities and distinguish them from less critical issues Focus on recognizing areas where you can make concessions that hold greater value for the other party By offering what matters less to you but is significant to them, you can foster goodwill and create a more collaborative atmosphere.

To do this, you have to do the following:

• Check every item of what the other side wants Ask how important items are and look for flexibility.

• Do not guess their opinions or motives - you could be wrong, or they won't like your speculation.

• Note the other side's answers, but don't immediately say what you think.

• Avoid being forced into considering one issue alone, consider two or three at once – aim for an agreement to a package.

When significant differences exist between two parties, you can choose to accept, reject, or continue negotiations If you opt to continue, you will have new options to explore in the next round of discussions.

• to seek a new offer from the other party

• to change the shape of the deal (vary the quantity or the quality, or bring in third parties)

Effective bargaining relies on three key principles: preparation, a holistic approach, and a constructive mindset To prepare, clearly identify the issues at hand and establish your bargaining position to ensure a successful negotiation outcome.

• an essential conditions list - issues where you cannot concede anything

• a concessions list - issues where you can make concessions

• to grade the concessions from the easiest to the most difficult, where you need most in return.

To achieve a successful agreement, it is essential to seek consensus across various aspects of the package When negotiations reach the stage of compromise, each party is likely to make concessions on one issue in exchange for favorable terms on another.

The final principle of effective negotiation is to maintain a positive and constructive attitude Being fair and cooperative, even in challenging discussions, fosters an environment conducive to reaching a mutually beneficial settlement for both parties.

2 Read the text again Identify the following: a)how to respond to what the other side wants b)three ways to change a deal

Make sentences which include concessions based on the prompts below The first is done for you as an example a) a better warranty / quicker payment terms

We can enhance our warranty by implementing quicker payment terms, and offer free delivery on larger orders Additionally, we provide free on-site training with a slight price increase, and a 5% discount for payment upon delivery For an extra £50,000 in compensation, we request an agreement not to pursue legal action We also commit to improving staff safety in exchange for new contract agreements, and can ensure better working conditions by reducing break times.

Partner up and select an item owned by one person that the other wishes to purchase, such as a house or a car Each partner should independently prepare a negotiation strategy focused on the sale of the chosen item.

When negotiating, identify key bargaining points such as price, additional benefits, guarantees, payment terms, delivery timelines, and potential trade-ins After a brief preparation, initiate the negotiation with each party presenting an opening statement before delving into the specifics of the agreement.

Note: You must reach agreement!

Effective negotiation requires a clear understanding of the proposals made by the other party and a precise articulation of the agreements reached This process often necessitates some repetition and paraphrasing to ensure clarity The accompanying recording provides examples of this essential practice in negotiation.

As representatives of Beck Instruments and Ojanpera Inc., you are engaged in negotiations for the sale of the BI25 machine The discussions focus on key aspects of the agreement, guided by a structured flow chart to facilitate a smooth negotiation process.

Offer to buy the machine if BI can give you a good price Say that your prices are very competitive.

Ask for a discount Say a discount could be possible if Ojanpera agrees to pay for shipping costs.

Agree, if the discount is attractive Offer 4% discount.

Ask for 6% Unfortunately, you can't agree, unless

Ojanpera pays for the installation

their commitment to moving forward efficiently.

GIBSON TRUST LIMITED Units 9-12 East Side Monks Cross Industrial Estate BRISTOL BSI4 6TR Telephone 01272 547777 Fax 01272 547701

Re: Meeting in Bristol, April 30 – 'Railway Land Sate'

I am writing to summarize key points discussed in the recent meeting regarding the sale of government-owned railway land to Gibson Trust Limited This letter, along with the attached drawings, confirms that the property included in the sale encompasses the land currently occupied by the station buildings, the former car parks to the east, the offices to the west, and the warehouses adjacent to the tracks Please note that the government-owned housing located on the north side of the railway lines is excluded from this sale.

The Transport Department will oversee the renovation of the station, while the government will manage a future museum and pay an annual rent of £100,000 to Gibson Trust Gibson Trust will retain ownership of the remaining land, which will be sold separately The planned development aims to accommodate both commercial and residential purposes, with the intended use of the land specified in the contract.

Our upcoming meeting is scheduled for May 15 at 10 a.m., where we will discuss the development plans Shortly after the meeting, contracts will be finalized, and we will require time to review them We aim to have the contracts approved by the end of September.

Not getting what you don't want

The delicate art of negotiation

There are three distinct types of negotiation: the fighter, the creative negotiator, and the one who seeks independent advantage Each type of negotiator employs unique strategies and approaches to achieve their goals in the negotiation process Understanding these different negotiation styles can enhance your skills and effectiveness in various negotiation scenarios.

To find out which one you are, answer the following questions and check your answers with the key at the end.

What type of negotiator are you?

1 Your aim in a negotiation is a) to find the greatest area of agreement in the joint interests of both parties. b) to win and to make the other side lose, c) to find the best deal for your side.

2 When the other side is talking you a) use the information you are hearing to identify weaknesses in the other party. b) plan what you are going to say next. c) listen with maximum attention.

3 You think that a) part of the available time must be spent socialising and getting to know the other side.b) goodwill is important but the speed of the meeting should be quick and businesslike.c) the meeting should get down to business as soon as possible and reach quick decisions.

4 When you speak in a negotiation you a) make bold and forceful statements, possibly banging the table. b) make carefully considered statements in a calm, controlled voice. c) are occasionally forceful and inflexible.

5 If the other side disagree with you, you a) try hard to find a creative position by modifying your position. b) repeat your demands and will not concede - your objective is to make the other side give in. c) reshape your offer without fundamental changes.

6 If the other side state an opinion you disagree with, you a) tentatively suggest an alternative. b) ask for clarification and explanation. c) ridicule it with sarcasm.

What causes conflict in a negotiation?

1 Read the text below How many ways are suggested to reduce conflict in a negotiation?

2 Match each of the following to a phrase in the text with a similar meaning:

• highlight the disadvantages of failing to reach a deal

• think of new benefits for both sides

• alter parts of what is on offer

• take a break to consider positions

• have the negotiation in a different place

• ask an independent person to come and help you reach agreement

• have an informal meeting to talk things over.

Conflict can be an essential part of reaching an agreement, but it may also result in the collapse of negotiations when parties recognize that a consensus is unattainable In such instances, it is often preferable to halt discussions rather than compromise on terms that do not serve the best interests of those involved.

When conflict arises, there are several possible actions which may help to resolve conflict in a negotiation:

• leave the problem, go on to a different topic and return later to the point at issue

• summarise progress and areas of agreement

• emphasise the benefits available to both sides

• emphasise the loss to both sides of not reaching agreement

• restate the issue and wait for a response

• invent new options for mutual gain

• adjourn to think and reflect

• fix an off-the-record meeting

• bring in a third party (mediator?)

A year ago, SAR Services, an advertising consultancy, was contracted by KPack Ltd to execute a twelve-week magazine advertising campaign in specialized journals However, KPack is dissatisfied with the campaign due to significant delays, as the initial advertisements were released a month late, causing them to miss two crucial trade fairs Furthermore, the ads failed to appear in two essential industry journals, prompting KPack to withhold full payment for the campaign.

Offer to run the campaign for four extra weeks Summarise the problem

- check your summary with SAR.

Say delay not entirely your fault - KPack changed specifications SAR were late with proposals KPack only asked for small changes.

Repeat above offer You think the campaign missed two key trade fairs.

Suggest 20% reduction plus four weeks’extension to the campaign You want a free campaign next year or you pay only half the fee.

Partly accept that, but responsibility is on both sides Repeat your concerns, explain that missing the trade fairs cost you business Explain your position -

Full free campaign impossible Respond - suggest new solution:

40% cut in fee or free repeat campaign.

Below are four offers or requests Reject each one, using the information in the prompts

Let me make a suggestion If you agree to buy 100 units every month for the next twelve months, we'll agree a 10% discount.

You don't know how many units you will need in six and twelve months It might be more or less.

The price we are offering excludes installation costs but does include a twelve months' guarantee.

Other suppliers offer free installation and a two year parts and labour warranty.

I think the absolute minimum investment in advertising must be $40,000, otherwise we cannot reach enough of our market It's not much to ask for

You cannot spend more than your budget.

Now, some excellent news: we'd like to increase our order Right now you are sending us

350 boxes a month We need at least 500, demand is very high

Your order books are full, the plant is working at capacity.

Abacus Ltd is an automobile parts distributor They want to buy exhaust pipes from Kroll Auto GmbH, a German manufacturer Construct a dialogue based on the following flow chart.

Abacus Ltd Kroll Auto GmbH

Ask for 200 exhaust pipes part number

DR5789032 No problem! Ask when they are needed.

Immediately Ask for 10% discount Refuse Prices are already discounted.

Offer €135 Refuse Suggest 2.5% discount if payment is made at time of order.

Ask for 5% with 60 days to pay Refuse.

Say margins are very tight.

Say you will call again tomorrow.

Your prices are very competitive

Suggest what you could say in the following situations

After a long negotiation, you have reached agreement and now plan a meal in a local restaurant with the other party in the negotiation.

Despite your best efforts, reaching an agreement has proven elusive, and as time runs out, it is best to conclude the negotiations However, there remains a glimmer of hope for potential collaboration in the future, suggesting that opportunities for cooperation may still arise down the line.

After thorough discussions, I regret to inform you that I cannot collaborate on this project due to fundamental disagreements However, I value our working relationship and look forward to continuing our cooperation in other areas.

You want to repeat an order with a supplier but they are trying to increase prices by 20%. You cannot agree to this End your discussions.

A customer is asking you to supply goods in a month This is physically impossible End the discussion.

Think of examples of conflict in negotiations that you have been involved in

• What kind of negotiation was it?

• How was the conflict resolved?

• Were you happy with this solution?

• Do you think the conflict should have been resolved in another way?

Think of another negotiation you have been involved in Was the negotiation a success or a failure? Why? How would you assess the negotiation in terms of:

• your objectives, targets and limits

I think we should look at the points we agree on

We should focus on the positive aspects

We should look at the benefits for both sides

It is in our joint interests to resolve the issue

To find a fair resolution to this issue, we invite you to consider our perspective We would like to clarify our position and understand the reasoning behind your feelings on this matter.

We should evaluate the overall situation rather than focusing solely on specific challenges It may be beneficial to take a brief pause to reflect, allowing us to explore new and innovative ideas.

Before agreeing to that we would need

I don't think it would be sensible for us to

1 think if you consider our position, you'll see that

So, can we summarise the progress we've made?

Can we go through the points we've agreed?

Perhaps if I can check the main points

So the next step is

What we need to do now is

It's been a very useful and productive meeting.

We iook forward to a successful partnership.

I think we've gone as far as we can.

I'm sorry, but I don't think we're going to agree a deal.

It's a pity we couldn't reach agreement this time.

Unfortunately we appear unable to settle our differences.

It would be better if we looked for some independent arbitrato.

• Show understanding of the other’s side position

Types of negotiator negotiates to win to make Hard demands

Looks for common benefits makes offers

Looks for agreement accepts Soft what’s on offer

Creative negotiator Looks for agreement

• Decide if your interests are being met: if not, reject the proposal on offer, or suggest alternatives.

• Compare the result with your objectives, targets and limits

• Examine the process of negotiation: the planning-the strategy-team role-the issues.

-what went wrong and why?

-identify weaknesses and errors -discuss and plan ahead.

-recognise success-praise people-develop teamwork and partnership.

Now that consumers have power, what will they do with it?

Fifty years ago, manufacturers held the advantage by producing unique items in limited quantities, allowing them to charge premium prices However, as global competition intensified and product variety increased, retailers gained the upper hand by selecting which products to offer and negotiating better prices with suppliers Today, the landscape has shifted, and consumers are now in control, influencing market dynamics and purchasing decisions.

The Internet has significantly transformed the balance of power in commerce, enabling consumers to easily find the best deals available This shift allows not only retailers but also manufacturers to sell directly to consumers, as well as individuals trading on platforms like eBay.

The younger generation, particularly those aged 18 to 34, views the Internet as a vital source of information and entertainment, solidifying its role as the primary medium in their lives and in the lives of future generations While they will not completely abandon traditional retail environments, their shopping habits may evolve This shift is evident in the rise of brand showrooms, like Apple and Sony stores, which focus on showcasing products with knowledgeable staff rather than prioritizing immediate sales.

As media evolves into a more interactive landscape, consumers gain greater control over their choices, making advertising optional To capture attention, advertisements must be high-quality, useful, and relevant to users' lives However, traditional mass-media advertising will still play a significant role in the near future.

• Read the article and choose the correct answer

1 The writer suggests that in the past

A manufacturers were more powerful than customers.

B manufacturers were less powerful than customers.

C retailers were less powerful than customers.

2 The writer says that some people use the

3 The writer thinks that the younger generation are important because

A they start their own companies.

B they are familiar with the technology

4 The writer thinks that in the future shops might be used

A to give product information to suppliers

B to show customers a range of products

C to sell more products directly to the customer

5 In the near future traditional advertising

A will no longer be used

• Complete the text with the following words and phrases accept application s interview job ads recruit selected resume offered

LEADING AN INTELLIGENT BUSINESS

Buying the future

Now that consumers have power, what will they do with it?

Fifty years ago, manufacturers dominated the market by offering unique products in limited quantities, allowing them to charge premium prices However, as global competition intensified, product variety increased, leading to greater similarity among items This shift empowered retailers to select products strategically and negotiate better prices with suppliers Today, consumers have taken control of the market, influencing product offerings and pricing.

The advent of the Internet has significantly transformed power dynamics in commerce, enabling consumers to easily identify the best deals available This shift allows not only retailers but also manufacturers selling directly to customers and traders on platforms like eBay to compete effectively.

The younger generation, particularly those aged 18 to 34, view the Internet as a vital source of information and entertainment, solidifying its role as the dominant medium in their lives and the lives of future generations While they will not completely abandon traditional retail environments, their interaction with shops may evolve A notable trend is the rise of brand showrooms, like those of Apple and Sony, which focus on showcasing products with knowledgeable staff, prioritizing customer experience over immediate sales.

As media evolves to become more interactive, consumers will gain greater control over their choices, making advertising optional To capture attention, advertisements must be engaging, useful, and relevant to users' lives However, traditional mass-media advertising will still play a significant role in the media landscape for the foreseeable future.

• Read the article and choose the correct answer

1 The writer suggests that in the past

A manufacturers were more powerful than customers.

B manufacturers were less powerful than customers.

C retailers were less powerful than customers.

2 The writer says that some people use the

3 The writer thinks that the younger generation are important because

A they start their own companies.

B they are familiar with the technology

4 The writer thinks that in the future shops might be used

A to give product information to suppliers

B to show customers a range of products

C to sell more products directly to the customer

5 In the near future traditional advertising

A will no longer be used

Finding a job

• Complete the text with the following words and phrases accept application s interview job ads recruit selected resume offered

Esther Garcia, a telecommunications graduate, faced significant challenges in securing her first job Despite diligently searching through newspapers and online job listings, she submitted numerous applications to various companies and sent her resume to major telecommunications firms Unfortunately, her efforts were largely met with silence, as most companies did not invite her for interviews, indicating a preference for candidates with more experience.

After several months of searching, a finance company in Madrid offered Esther a position in their three-month graduate trainee scheme At the conclusion of the program, she distinguished herself by being the only one among the ten trainees to successfully complete the training.

7 _for a permanent job Of course, Esther was very happy to

• Read tips from a careers adviser, explaining how to prepare a CV for a UK job

When applying for a job in the UK, it's essential to format your CV according to local expectations; aim for a concise presentation, limiting it to no more than two pages.

When crafting your resume, prioritize placing your personal details and qualifications at the top, including your educational background and exam results, while omitting your date of birth and marital status In the work experience section, emphasize the lessons learned from previous roles, highlight your contributions, and showcase the skills you demonstrated throughout your career.

It's a good idea to write something about yourself and any interests or hobbies that you have And don't forget to say which foreign languages you can speak.

Finally, remember to give the contact details of two references - most British employers will contact them to find out more about you.

• Which of the following points does he advise? Tick the points that are correct, and change the points that are not correct

− Write more than two pages.

− Start with details of previous jobs.

− Leave out your date of birth.

− Don't say anything about hobbies and interests.

− Give the contact details of two references at the end.

• Work with a partner Practice explaining one of the following to a British person

− Where to look for a job in your country.

− How to prepare a CV for a job in your country.

− What to wear for an interview.

In organizational settings, the debate between having fixed procedures versus embracing flexibility is significant Some cultures thrive on clear rules and established protocols, while others favor adaptable approaches that allow individuals to address each situation uniquely Striking the right balance between structure and flexibility can enhance teamwork and productivity.

Politeness at work

1 Discuss these examples of bad manners Which ones do you think are especially bad? Why? − arriving late for a meeting

− ignoring people when you meet them

− shouting an order at someone

− not apologising if you offend someone

− being rude to people who offer to help you

2 What other examples of good or bad manners can you think of? Work in small groups and make two lists Then compare your lists j with other groups Do you all have the same opinions about politeness?

Janet Stubbs, a professor of communication, talks about politeness in the workplace

Politeness varies across cultures and even within the same country, as perceptions of good and bad manners differ Regardless of these variations, the core principle of politeness remains consistent: it involves showing respect for others and being mindful of their feelings.

In formal settings, adhering to standard politeness rules is essential, especially in business interactions with new contacts and customers Politeness often correlates with status, as individuals tend to be more courteous to those in higher organizational positions In contemporary workplaces, many managers demonstrate respect for their employees by making polite requests, such as asking for urgent tasks to be completed with consideration for the team’s feelings This approach fosters a cooperative atmosphere, encouraging employees to work harder and offer assistance.

• Who are we usually polite to in a business environment? Give two examples.

• Why is it better if managers show respect for their workers?

• Complete the extracts with words from the box

1 In formal situations, it is a good idea to follow standard _ when making new contacts.

2 Politeness is often linked to _.

3 We are more polite to people who are above us in the organizational _

• Read the article and find six examples of bad manners Which three examples of bad manners is the company in the article trying to stop?

Distract stop people paying attention

Stuffy old fashioned, boring, not friendly

OFFICE WORKERS ADMIT BEING RUDE

A significant number of office workers admit to exhibiting rude behavior in the workplace, with two-thirds consistently arriving late to meetings and a majority neglecting emails Additionally, three out of four employees report using inappropriate language at work A survey of 1,000 workers reveals that the primary reason for this decline in manners is the pressure associated with their jobs.

Poor office etiquette often manifests in behaviors such as ignoring colleagues and taking mobile phone calls during meetings Research from the University of Surrey indicates that using a mobile phone in meetings is not only impolite but also distracting to others Responding to a call while conversing with someone suggests that the call takes precedence over the person, while answering a call during a meeting implies that the meeting lacks importance.

Mr Jacobs, the managing director of Office Angels, emphasizes that the informal and fast-paced nature of the workplace can lead to a decline in proper etiquette He notes that employees often overlook basic manners, such as introducing colleagues during meetings, which can negatively impact professional relationships.

According to psychologist Dr Colin Gill, societal norms around politeness have significantly declined over the past two decades, with courtesy losing its value and respect He observes that many individuals now perceive politeness and formality as outdated or “stuffy.”

Organizations are increasingly investing in training junior managers on workplace etiquette Office Angels emphasizes the importance of punctuality, turning off mobile phones, and refraining from using inappropriate language during meetings According to Mr Jackobs, practicing good manners at work is a straightforward yet effective way to enhance the work environment and strengthen relationships among colleagues.

1 What reasons do office workers give for their bad manners?

2 Why is it impolite to answer a mobile phone during a meeting?

3 Are people today more polite than they were 20 years ago?

4 What are some organisations doing to improve workers’ manners?

5 What are the benefits of avoiding bad manners at work?

• Do you have experience of the bad manners described in the article? How do you feel when other people show bad manners?

• Do you agree that “courtesy is no longer expected” and “it’s stuffy to be polite”? Why?/Why not?

BUSINESS ETIQUETTE IN OTHER CULTURES

Three people describe business etiquette in their cities – Sydney, London and New York Read the text and answer the questions.

In Sydney, we balance a laid-back attitude with a strong work ethic, often starting our day with breakfast meetings at 8am and valuing punctuality While our dress code leans towards informality, men may wear jackets and ties during office hours, especially when it's cooler Lunchtime typically involves grabbing a sandwich, and engaging in conversation is easy due to our friendly nature; discussing sports is a great way to connect with Australians.

Many individuals dislike early morning work and breakfast meetings, often prioritizing punctuality due to a busy schedule While the British have a reputation for formality, this perception is shifting towards a more informal workplace culture, with many opting for casual attire instead of traditional business suits Lunchtime typically involves a quick sandwich and coffee, and after work, socializing at the pub with colleagues is a common practice.

At the pub you can talk about anything you like!

Life in New York is characterized by its fast-paced and dynamic nature, where the hustle often leads to perceptions of rudeness The city operates on a tight schedule, with breakfast meetings commencing as early as 7 AM, emphasizing the importance of punctuality Business attire, typically suits, is the norm, reflecting the city's professional standards Lunchtime often sees many eating at their desks, but when dining out, conversations revolve around business rather than the meal itself This competitive environment prioritizes work above all else, highlighting New Yorkers' commitment to their careers.

1 do people like to be informal?

What do people talk outside work? business

• Are business people in your country easy-going or more formal? What do they usually wear to work?

Subject: Exciting Differences to Explore on Your Visit!Hi [Friend's Name],I'm thrilled to hear about your upcoming business trip to my country! I wanted to share some cultural practices that differ between our two nations For instance, while punctuality is highly valued here, in your country, meetings often start a bit later Additionally, greeting customs vary; we typically shake hands firmly, while you may prefer a lighter touch It's also common for us to engage in small talk before diving into business discussions, which might be less emphasized in your culture I'm looking forward to showing you around and discussing these intriguing differences in person!Best, [Your Name]

• Add the following prefixes to the adjectives below to make words with the opposite meaning Use a dictionary if necessary Use the words to complete the definitions

A person who exhibits bad manners is considered rude Someone who is dishonest can be labeled as untrustworthy An individual who rushes through tasks and seeks to finish quickly is often seen as hasty A person who prefers solitude and avoids social interaction is described as antisocial Someone who works slowly and fails to meet job expectations is viewed as incompetent A person who disregards the needs and wishes of others is termed inconsiderate Lastly, an individual who is dissatisfied with circumstances is referred to as disgruntled.

Match the polite phrases 1-6 with the replies a-f

Can I introduce my colleague? A No problem You're welcome.

This is Jane Duncan A No problem You’re welcome

2 I'm really sorry about my mistake B That would be very nice Thank you!

3 Thanks very much for your help C That's all right Don't worry about it.

4 Would you like to join us for lunch? D I'm glad you enjoyed it

5 Is it OK to smoke in here? E Pleased to meet you.

6 Thanks for a very nice lunch F I'm sorry It isn't allowed.

Work in small groups Take turns to role-play the following situations:

A business partner from the UK comes to visit you in your office Introduce your colleagues.

Invite your visitor to a local football match this evening.

You are the visitor You want to know if you can smoke in the office.

Your colleague helped you to prepare the conference room for a meeting Say thank you. You spill coffee on a document that your colleague is reading Apologise.

You are a visitor from abroad Your business partner takes you to the airport to catch your flight home Say thank you.

Cultural differences significantly influence how requests are made, with some societies favoring directness while others prioritize politeness In certain cultures, individuals may straightforwardly express their desires, such as stating, "I want to see the menu!" Conversely, in more polite cultures, requests are often framed with courtesy, as in, "Do you think we could possibly have a look at the menu, please?" Understanding these nuances is essential for effective communication across diverse cultural contexts.

Dee Delaney is an independent marketing consultant You will hear her talking about how companies communicate the image of their brand Listen and answer the questions.

1 Companies don't just sell products What more do they sell?

2 What three examples does Dee Delaney give of things that people buy that 'say something about who you are'?

3 What kind of men did Ray-Ban show in the photos in their advertising campaign?

4 What kind of people do their customers want to be?

5 Is Gap's StressFree clothing for men or for women?

6 What two adjectives describe the image of the brand?

• Think of examples of other famous brands What kind of lifestyle do they sell? How do the advertisements promote the image?

Businesses go beyond merely offering products; they promote a lifestyle The items you purchase, from clothing to vehicles and mobile devices, reflect your identity and aspirations Consumers gravitate towards brands that align with their current lifestyle or the lifestyle they aspire to achieve.

What companies want from an MBA Graduate

• Read the article about what companies want from МВА graduates and decide if these statements are true or false

Requirements change as markets change

Companies are increasingly seeking individuals with senior management potential, and MBA graduates are often seen as prime candidates due to their above-average qualifications However, employers are cautious about setting expectations too high, as they prioritize candidates who can quickly adapt and deliver results This poses challenges for many MBA students aiming to shift their career paths, despite their long-term potential For instance, an engineer transitioning into finance may find opportunities limited to roles such as a financial analyst focused on the engineering sector.

In today's rapidly evolving markets and technologies, employers are increasingly adopting short-term recruitment strategies Companies now seek specific skill sets tailored to their immediate needs For instance, in the 1990s, there was a notable demand for German-speaking MBA graduates as businesses aimed to foster an international culture and expand into Eastern Europe, where German is prevalent This trend shifted towards a need for graduates who could navigate the burgeoning markets of China and the Pacific Rim, requiring not only language proficiency but also relevant residency qualifications.

Rapid changes in the job market have led career offices to express concerns about understanding employer needs, with many believing that employers themselves are uncertain There is a noticeable trend towards valuing specific skills alongside knowledge, as employers prefer hiring for particular roles rather than long-term career paths Consequently, all employers must adapt their recruitment policies to accommodate the need for flexibility in this evolving landscape.

• Companies think that МВА graduates have little chance of becoming senior managers

• Employers want new employees to do а good job quickly.

• If you change career it might be difficult at the start.

• There isn't much change in the skills that employers want.

• In the mid-l99Os employers needed staff who could speak German.

• Career advisors always know what employers want.

• Career advisors think that employers might not know what they want

• Employers prefer knowledge to skills.

• Employers want to hire employees for а long-term career rather than а particular job.

• In an employment situation where there are lots of changes; it is important to be f1exibIe.

Glossary МВА graduates people who have а post-graduate degree in business management

Career Skills

Numbers play a crucial role in business operations, making it essential to accurately note and verify figures, particularly during phone conversations To ensure clarity, it's important to utilize effective expressions for confirming numerical information.

Sorry – I didn’t catch that Do you mean….?

Can you repeat it please? Sorry, can I just check…?

Did you say….? Sorry, did you say….?

Sometimes it is enough to give approximate numbers For example, we can say:

About half a million just under a thousand over two million BEING POLITE

Match the polite phrases 1-6 with the replies a-f

1 Can I introduce my colleague? This is

A No problem You are welcome.

2 I’m really sorry about my mistake B That would be very nice Thank you!

3 Thanks very much for your help C That’s all right Don’t worry about it.

4 Would you like to join us for lunch? D I’m glad you enjoyed it.

5 Is it OK to smoke in here? E pleased to meet you

6.Thanks for a very nice lunch F I’m sorry It isn’t allowed

To successfully sell a product, it's essential to craft compelling descriptions in brochures and catalogs Market researchers gather consumer feedback to enhance product design Consider the questions posed and envision the product you plan to market.

Make a conversation with your partner.

1 What can you use it for?

3 Where can you use it?

4 What special features has it got?

6 What is it made of?

7 Why do you/don’t you like it?

When you tell a story in the past, it is useful to say when events happened and in what order they happened Look at the following examples.

To begin with… After about a year/after a while…

Then/so then… After+ing….(e.g After graduating…)

For the next three or four years… So what did I do?

Two years later… And now…

In the world of business, making predictions about future outcomes is crucial, particularly regarding the potential success of products or ideas To evaluate these predictions, phrases can be categorized based on their likelihood: certain (∨), probable (∨?), possible (??), or impossible (x).

• It may/It might/It could…

People in business often telephone to make appointments with colleagues or business partners The following expressions are useful.

1 I’d like to arrange an appointment • Yes, that’s fine.

2 Are you free next week? • I’m afraid I’m busy on Tuesday.

3 What about Tuesday? • I can’t make Tuesday, I’m afraid.

4 Can we meet on Wednesday? • Wednesday is good for me.

5 Let’s say 10 o’clock? • I’ll see you at 10 o’clock then.

Starting a new job often requires colleagues to provide extensive explanations during the initial weeks As you gain experience, you may find yourself in a position to guide new staff members It's essential to distinguish between phrases that convey important instructions and those that merely offer suggestions Utilizing clear and direct language can enhance understanding and ensure effective communication in the workplace.

Make sure that… Don’t forget to …

It’s important/ essential that… It’s a good idea to…

Remember to… It may be better/ best to …

Being an active member of a team, such as a sales team, involves contributing valuable ideas during team meetings This is an opportunity to share suggestions and enhance collaboration Familiarize yourself with expressions for making suggestions and the various responses, distinguishing those that indicate agreement from those that imply disagreement.

How about/ What about +ing? That’s a good idea

Why not…? I’m not sure about that.

I think we should… That could be difficult.

We need to… I like that!

In the realm of business, making tough decisions is a common challenge To arrive at the best choice, it's essential to evaluate all the supporting and opposing arguments, identifying the most compelling points Utilizing effective phrases can greatly assist in presenting arguments and crafting thoughtful responses.

The fact is…,so… Yes, but…

My view is …., because… I understand you point, but…

Surely the main point is… On the other hand…

You have to consider… That’s right.

When facing a problem, it is essential to explore all potential options to identify the most effective solution Utilizing specific phrases can facilitate discussions about problem-solving To enhance your problem-solving skills, consider matching the five key steps with the corresponding phrases provided.

Step 1 Explain the problem If you (do X), it will mean…

Step 2 Present options I’ll arrange

Step 3 Consider the result of each option It’s better/best if I (do Y)

Step 4 Choose the best solution I’ve got a problem

Step 5 Promise action There are two possibilities: you could either (do X) or you could (do Y).

In various work environments, time management is crucial during meetings Typically, in formal gatherings, the leader is responsible for ensuring the meeting concludes on schedule Conversely, in informal meetings or team activities, any participant can remind the group of the time constraints.

The following expressions are useful for managing the time:

− We don’t have much time.

− We must finish by 11 o’clock.

− We’re running out of time.

− We need to be quick.

− Could we quickly talk about…?

− Can you please keep it short?

− OK- it’s time to finish.

When faced with a challenging situation, it's essential for your team to seek creative solutions through brainstorming Gather everyone to generate a comprehensive list of ideas without discussing or dismissing any, even the unconventional ones Once you have a complete list, evaluate the feasibility of each idea Clearly defining the type of solution you desire can further guide the evaluation process.

• If we did that, it would be….

• What else could we do?

• That wouldn’t work/ wouldn’t help.

• What we really want is …

How to write e-mails

A training manager and expert in business communication discusses the dynamics of virtual teams that primarily rely on email for international communication While email facilitates quick and efficient exchanges across different time zones, it can also lead to misunderstandings due to the lack of non-verbal cues Additionally, the asynchronous nature of email may result in delayed responses, impacting collaboration Understanding these advantages and disadvantages is crucial for enhancing communication within global teams.

Virtual teams, which consist of members collaborating across borders and time zones, primarily rely on email for communication While modern technology facilitates quick and easy interactions, it also introduces the risk of misunderstandings Diverse languages and cultural backgrounds among team members can escalate minor issues into significant challenges.

Building trust and relationships is essential in a virtual team environment Upon joining a virtual team, it's beneficial to introduce yourself through an email, sharing details about your role, work experience, and interests to foster connections with your colleagues.

When you write an e-mail, don’t just focus on work Make conversation – ask about the weather or mention something that is going on at the moment.

You need to explain things clearly to make sure there is no chance of misunderstanding

When conveying negative feedback, it's essential to tread carefully, as written communication lacks the nuances of facial expressions An email can easily be interpreted as overly harsh, so incorporating polite language can significantly soften your message.

When communicating frequently with familiar colleagues, a casual and friendly tone often emerges However, when reaching out to unfamiliar business contacts, it's essential to adopt a more formal writing style.

• Which of the following are most important when writing to a colleague in another country? Discuss your ideas with a partner.

− Tell your colleagues about yourself.

− Keep your message very short.

− If there is a problem, explain it carefully.

• Read two examples of an email from a Japanese designer to his London colleagues about the text for a new webpage Which one follows the recommendations?

Subject: text for new webpage

From : Takeshi To: Jack Folds Subject: text for new webpage Hi!

Thank you for sharing the text; it appears quite engaging However, we are facing some challenges with it as it is somewhat lengthy Based on our experience, users tend to prefer more concise content.

We're having problems with your text - it's too long, You need to cut it.

Takeshi not very happy to read more than 60 to 70 words We think it may be better to cut the text What do you think?

We are taking a short break now - we're going out to the konveni for an onigiri

(that means: we're going to the store for a rice snack!)

• Tracey Smith, a colleague in another country, has sent you a sample page for a new website design You want to make the following comment about it:

There's a problem with the new website design The colours are too dark, it is difficult to read the text Tracey needs to find new colours.

Subject: A Friendly NoteHi Tracey,I hope this email finds you well! I wanted to reach out and share my thoughts on our recent discussion Your insights were truly valuable, and I appreciate the time you took to connect with me If you have any further ideas or suggestions, I would love to hear them! Looking forward to your response, and I hope you have a wonderful day ahead!Best regards, [Your Name]

• Read the letter attentively Write a polite reply email to Andre (60-80 words)

I want you to help me.

I am preparing a report about the Art department’s budget, so check these figures for me.

Do you want me to send you a copy of the report?

Lucy says that you are working on the design for the new logo.

Show it to me before you send it to the client Also, phone Tomas Pavel because he wants to see it too

− begin and end the e-mail politely

− agree to check the figures

− ask for a copy of the report

− You can show your design tomorrow (if convenient)

− You can not contact Tomas Pavel as he is in Bukharest now

− offer to show Tomas the design when he gets back on Wednesday

Compare your answer with your classmates

When you introduce yourself, it is common to say something about your job and where you work Look at the following phrases Match each phrase with a question a-d

We provide (web design services)

I'm responsible for (project management/ managing projects)

In my role, I primarily engage with clients to promote and sell our services I work for a dynamic company that specializes in delivering innovative solutions tailored to meet client needs My responsibilities involve understanding client requirements, presenting our offerings, and ensuring satisfaction through effective communication and support Overall, my job focuses on building strong client relationships and driving business growth.

Imagine you have to introduce yourself to your partner Explain your job, company and job activities

Work with a partner You should each choose a different company and job for yourself Practise asking and answering questions a-d above

• Culture at work Greeting people

Greeting new contacts or colleagues varies by culture, with practices such as handshakes being common in business settings It's important to know when to use first names, as this can differ based on familiarity and cultural norms Sharing personal experiences can highlight these differences, emphasizing the significance of understanding local customs in professional interactions.

• Read the text Answer the questions

Companies market more than just products; they promote a lifestyle Every purchase, from clothing to cars to mobile devices, reflects your identity and aspirations Customers gravitate towards brands that embody the lifestyle they currently lead or desire to adopt.

Companies utilize advertising to shape an aspirational image that resonates with their target audience For instance, Ray-Ban, a renowned sunglasses manufacturer, launched a campaign featuring powerful, dynamic men, suggesting that those who embody leadership and heroism choose to wear Ray-Bans.

Gap offers a men's clothing line called StressFree, designed for effortless style and convenience This innovative range features trousers that repel stains, allowing for easy cleanup and peace of mind With the tagline of being both relaxed and stylish, Gap promotes this collection using the catchy song "I'm Free."

1 Companies don't just sell products What more do they sell?

2 What three examples does Dee Delaney give of things that people buy that 'say something about who you are'?

3 What kind of men did Ray-Ban show in the photos in their advertising campaign?

4 What kind of people do their customers want to be?

5 Is Gap's StressFree clothing for men or for women?

6 What two adjectives describe the image of the brand?

• Think of examples of other famous brands What kind of lifestyle do they sell? How do the advertisements promote the image?

• Companies use a number of different methods to promote and sell their products or services Study the notes and discuss in pairs how to complete them

6 Sponsorship: where a company pays to have its name linked to an _ or a .

• Read the text about different methods of promotion Complete the notes above

Advertising remains one of the most powerful methods to reach a vast audience, utilizing various media such as television, radio, print (newspapers and magazines), cinema, and especially the internet While advertising effectively connects with potential customers, it's essential to explore additional selling techniques to maximize reach and engagement.

There's personal selling, for example This means employing sales representatives to make regular sales visits to customers and potential customers.

Sales promotions are strategic marketing tactics designed to boost consumer interest and drive purchases They often include enticing offers such as "10% off your purchase" or promotions like "Buy satellite TV and receive free installation." These discounts and special deals effectively encourage customers to make buying decisions.

Other examples of sales promotions include competitions and free gifts.

Public relations is an effective promotional strategy that focuses on generating media coverage for a company or its products By creating newsworthy events, such as a pop star releasing a new album, businesses can gain valuable publicity through articles in music magazines and features on television This increased visibility enhances brand awareness and can significantly benefit the company.

Promoting the product

• Companies use a number of different methods to promote and sell their products or services Study the notes and discuss in pairs how to complete them

6 Sponsorship: where a company pays to have its name linked to an _ or a .

• Read the text about different methods of promotion Complete the notes above

Advertising remains one of the most powerful methods for promoting products to a wide audience Various media channels, such as television, radio, print (newspapers and magazines), cinema, and especially the internet, play crucial roles in reaching potential customers While advertising effectively engages a large number of consumers, it's essential to explore additional selling techniques to maximize impact.

There's personal selling, for example This means employing sales representatives to make regular sales visits to customers and potential customers.

Sales promotions play a crucial role in attracting customers by offering special incentives, such as a 10% price reduction or enticing deals like "Buy satellite TV and get free installation." These discounts are designed to encourage purchases and boost sales.

Other examples of sales promotions include competitions and free gifts.

Public relations is an effective promotional strategy that focuses on generating media coverage and publicity for a company or its products For instance, when a pop star releases a new album, it garners attention from music magazines, thereby enhancing the visibility and reputation of the associated brand.

Direct marketing encompasses sales strategies that enable consumers to purchase products instantly This includes methods such as direct mail, where promotional materials are sent to potential customers via postal service, as well as TV and online shopping Additionally, telephone selling is a key component, where sales representatives call individuals to promote and sell products directly over the phone.

Sponsorship involves a company investing money to associate its brand with an event or individual, such as a sports personality This often includes the individual wearing apparel featuring the company's name, enhancing brand visibility and recognition.

• Read the article and answer the questions

1 How much money do UK students spend in a year in total?

2 Find two reasons why it is difficult to sell products to students.

3 How does The Guardian help students?

5 Why is it important to use students and not company sales reps to sell products?

6 How can marketers learn more about student life?

• Match the companies 1-4 with the promotion method they use a-e, as described in the article One company uses two methods

Virgin D3 provides discounts on various products while employing students to promote sales on campus The organization actively engages students in planning special events and organizes music events in public spaces Additionally, Virgin D3 offers support for education and career development, fostering a community-oriented environment.

Marketing to students requires a nuanced approach, as this demographic often harbors a cynical view, questioning the sincerity and honesty of promotional messages Utilizing platforms like the Tube, London's underground train system, can effectively reach this audience Sales representatives must craft compelling sales pitches that highlight the genuine benefits of their offerings Additionally, leveraging insider knowledge can enhance credibility, providing an edge in connecting with students who value authenticity in marketing.

The UK student market boasts an impressive annual spending power of £13 billion, making it a lucrative opportunity for businesses With marketers eager to engage students before they transition into high-earning graduates, the challenge lies in effectively reaching this often cynical demographic Brands must develop targeted strategies to capture the attention of students and successfully penetrate this competitive market.

According to youth market trends analyst Sean Pillot de Chenecey, companies aiming to market to students should recognize that there is no one-size-fits-all strategy Students primarily use their mobile phones to organize their lives and value ethical brands, yet they are more concerned about managing their debt than global issues To capture students' attention, marketers need to provide offerings that enhance their lives, going beyond mere sponsorships of events For instance, Carling, a beer manufacturer, successfully engaged this demographic by introducing live music on the Tube.

Providing educational and career support to students serves as a powerful marketing strategy The Guardian newspaper hosts career fairs and provides discounts on its offerings, including the Guardian Student, a dedicated 32-page publication.

Red Bull, a leading energy drink brand, employs 'energy teams' at universities to promote its products These teams, comprised of recruited students, are provided with a branded Red Bull vehicle equipped with a fridge Their role involves distributing samples and sharing information about the benefits of Red Bull energy drinks.

At sporting events and during key times when students require an energy boost, the initiative emphasizes student involvement rather than company representatives According to the consumer manager overseeing the program, it is crucial for the approach to feel authentic and not resemble a sales pitch.

Utilizing an insider perspective on campus can greatly enhance marketers' understanding of student life Virgin D3, a youth marketing agency, maintains a database of student 'field staff' who assist in event planning at their universities By leveraging insights directly from students, companies can effectively discover innovative strategies to engage this challenging demographic.

UK students exhibit a profound sense of social responsibility and prioritize ethical branding, expecting companies to act in a socially responsible manner This perspective reflects a growing trend among young people globally, who increasingly demand accountability and integrity from brands In my country, students share similar values, emphasizing the importance of corporate ethics and social impact, which influences their purchasing decisions and brand loyalty.

• What ethical reasons could people have for not buying from a particular company? Are there any companies whose products or services you would never buy?

When a colleague presents an idea, do you express your thoughts openly or hold back? Cultural differences play a significant role in how people react; some may enthusiastically respond with phrases like "That's brilliant!" while others may respond more cautiously, making it difficult to gauge their true feelings How do individuals in your culture typically respond to new ideas?

Using the Internet

• Complete the text with a suitable word or phrase

1 – website, 2 – online shopping, 3 – screen, 4 – keywords, 5 – search engine, 6 – password, 7 – mouse, 8 – click

When searching for information online, using a search engine like Google or AltaVista is essential You can enter a keyword or phrase and click 'GO' to receive a list of relevant results on your screen Many individuals also utilize the web for online banking, which requires entering sensitive information such as credit card numbers or bank details, making website security paramount To access a secure site, you typically need to provide your username and a password.

• Read the text Answer the questions after the text:

Many individuals, including managers, secretaries, and students, often need to handle vast amounts of information To ensure that important data is easily retrievable for future use, it is essential to store it in an organized manner.

To effectively organize your filing system, start by identifying the primary categories of information you handle Next, break these main categories down into relevant sub-categories to create a structured and efficient filing system.

The second step is to create files for each kind of material Give each file a name. Ask yourself: Is this name helpful when I want that file again?

To enhance accessibility, prioritize your files by placing frequently used and important documents at the forefront of your filing system For digital files, create shortcuts to streamline access to these essential resources.

To maintain an effective filing system, regularly update it by removing outdated materials and promptly filing new information in the appropriate locations Frequently assess your organization method by asking yourself if it meets your needs and if there are ways to improve it.

Finding information takes time A good filing system can save you a lot of time.

1 What kind of people need to manage large amounts of data? 2 Why is it important to manage information well?

• Complete the notes with the missing words

Step 1: Decide how to 1_ your filing system

- What are the main 2 of information that you deal with?

Step 2 : Create 4 _ for each kind of material

- Give your files helpful names

Step 3 : Arrange your files for easy 5 _

- Create a short-cut to files that you use often

- Keep most important files at the 6 _of the filing area.

-File new information as soon as you get it

-8 or throw away old material

-9 your system often: does it work for you?

• Work with a partner Tell each other and then the class what other systems you use for recording and storing English business vocabulary

• Read the text and answer the questions

1 Does Monster.com make a profit?

2 What two advantages does Monster.com offer to job-seekers? Find two advantages for employers of using the Monster.com site

3 Which two kinds of business are losing money because of Monster.com's success?

4 What advice does the article give to people who want to use the site to find a job? ad advertisement resume (American English) summary of your education and previous jobs, which you use when you are looking for a job British English: CV (Curriculum Vitae) filter software that selects the job-seeker's details to match the employer's requirements headhunting persuading someone to leave their job and go to work for another company in a similar position

How Jeff Taylor changed the way the labour market works

Monster.com, the largest online job-search platform, exemplifies how electronic marketplaces can connect with a broader audience and provide greater efficiency compared to traditional physical markets Additionally, it demonstrates the profitability potential within these digital spaces, as evidenced by Monster's longstanding financial success.

Jeff Taylor, the founder of Monster.com, emphasizes that the site's name is its "single most important success factor," as it conveys a sense of youthful fun in an otherwise dull industry The brand is bolstered by a substantial advertising budget, which represents 25% of the company's total expenses, allowing for high-profile ad placements during major sporting events like the Super Bowl.

Job-seekers provide resumes while employers invest in scanning them or posting job advertisements Although most services for job-seekers are free, they must pay for a platform that facilitates communication for advice and career management This service enables users to inquire about the experiences of working at potential firms they are considering joining.

Monster has revolutionized the hiring process by significantly accelerating recruitment and enhancing the precision of job searches According to Mr Taylor, employers can receive immediate responses to job postings, often within minutes With advanced filtering options, employers can efficiently sift through numerous resumes to find the perfect match This innovation poses a considerable challenge to traditional newspapers, which previously relied on classified ads for up to 40% of their revenue, much of which was for job listings Additionally, headhunting firms have seen a decline in demand, particularly for lower-level positions, as employers increasingly turn to Monster for their hiring needs.

The online job market is highly effective for both job seekers and employers who have a clear understanding of their needs; however, it can be challenging for those who are uncertain about their career goals To enhance your chances of success, ensure that your resume clearly articulates the type of job you are seeking, allowing the appropriate filters to direct it to the relevant human resource departments.

The advertisement highlights various services provided by a data protection consultancy, allowing customers to select suitable options based on their needs Customers 1 through 5 can choose from services a-h, with three services remaining unused Each customer’s specific requirements will guide them to the most appropriate data protection solutions offered by the consultancy.

Do you need expert advice in any of the following areas?

A stop an unwanted e-mails and advertisements (spam).

B identify your company’s data-protection requirements.

C check that your company know about the latest data-protection laws.

D design data-protection systems that are right for your company.

E arrange staff training about the importance of data control and protection.

F check that the computers in your company do not have viruses.

G input data safely and efficiently.

1 Elizabeth Morris wants her employees to learn bout how to protect data

2 Karim Shah needs o stop emails that his company does not want to receive

3 Anna Olson wants to stop other companies getting private information about her customers.

4 Victor Orloff thinks that some of the computers in his company may have viruses

5 Arnold Hoffmann is not sure that his company understands the laws about data protection.

• Read the article and choose the sentence which best summarises the main idea:

1 New technology is helping to find internet criminals.

2 It is difficult to store a lot of data.

3 Modern life if not very private.

CCTV cameras – closed circuit television cameras – police and security staff can watch the film and follow people’s movements

Tracking chips – microchips that use radio signals to find the exact loction of someone or something.

• Read the article and answer the questions afterwards:

The protection of privacy will be a huge problem for the Internet society

A cookie is a small data file sent to your computer by a website, providing insights into your browsing habits Navigating the web without cookies is nearly impossible, as they play a crucial role in enhancing user experience For instance, DoubleClick, an advertising firm, collaborates with over 11,000 websites and manages cookies for 1 billion users to gather valuable marketing information.

In today's digital age, mobile phone companies can track calls and monitor the location of devices, reflecting a broader trend of increased surveillance The rise of electronic systems for tickets and building access further exemplifies this shift Additionally, many employers are now routinely monitoring employees' phone calls, voicemails, emails, and computer usage, highlighting the pervasive nature of oversight in both personal and professional environments.

The proliferation of video surveillance cameras in Britain is significant, with approximately 1.5 million installed in public areas such as airports, shopping malls, and government buildings On average, individuals in the UK are captured by CCTV cameras around 300 times daily The advancement of digital camera technology enables the collection, storage, and analysis of millions of images efficiently.

DILEMMA AND DECISION

Форма английского делового письма

Оформление и состав английского делового письма подчиняются оп- ределенным нормам и правилам. Британским изданием, определяющим в этом отношении, является Guide for

Bảng hướng dẫn viết thư thương mại bằng tiếng Anh được phát triển bởi Viện Tiêu chuẩn Anh (British Standards Institution) cung cấp cái nhìn tổng quan về các quy tắc định dạng Tài liệu này bao gồm các quy tắc viết tắt, cách trình bày theo dạng khối hoặc có chèn thêm, ký hiệu toán học, cách viết số nguyên và phân số, cũng như hướng dẫn về khoảng cách giữa các dòng Dưới sự chỉ đạo của Liên minh Châu Âu, các quy định quốc tế sẽ sớm được thống nhất, mặc dù hiện tại vẫn còn sự khác biệt Điều này đã được thể hiện qua các cuộc họp của các phòng thương mại và hiệp hội nhằm xây dựng các hướng dẫn cho kỳ thi hiện tại và cuối khóa Hiện tại, vẫn chưa có một hình thức thống nhất bắt buộc cho toàn bộ Liên minh Châu Âu Đối với thư cá nhân bằng tiếng Anh, đặc biệt là những bức thư viết tay, có những quy tắc và truyền thống khác nhau cần tuân theo Trong thời đại công nghệ thông tin hiện nay, hình thức thư thương mại tiếng Anh phổ biến nhất bao gồm các phần sau.

7 Текст письма (body of the letter)

8 Заключительная формула вежливости (complimentary close)

9 Фамилия и подпись (name and signature)

1 Заголовок (Letterhead) Заголовок, как правило, печатается типографским способом на бланке или, при работе с компьютером, вводится посредством программы Английский заголовок должен содержать фамилию, адрес, номера телефона и телефакса, а также адрес электронной почты Как правило, также упоминаются фамилии директоров и зарегистрированные номера офисов.

2 Строка ссылки (Reference line) Строка ссылки состоит, как правило, из инициалов лица, продиктовавшего письмо, и инициалов оформителя Иногда строка ссылки содержит также деловой знак, который необходимо указывать в ответе, особенно если дело касается учреждений или крупных фирм с большим количеством отделов.

3 Дата (Date) Современная форма написания даты предоставляет различные возможности, например:

July 3rd 2010 Следует обращать внимание на подчиняющуюся иным принципам американскую манеру написания даты только цифрами, по возможности избегая такого способа:

2010-7-3 Такое написание даты (3 июля 2010 г.) весьма распространено в Америке, но может привести к путанице Потому название месяца нужно указывать прописью или, для более длинных названий месяцев, давать сокращенное указание, например:

3Feb2010 Важно, однако, иметь в виду, что во многих компьютерных программах дата автоматически проставляется цифрами (год, месяц, число), например:

4 Адрес получателя (Inside address) Примеры:

"Messrs Black & Sons" refers to a group of individuals or a community, typically denoted in this manner The term "Messrs" is used exclusively before the surnames of individuals and is omitted when the group has a name that is not a person's name, such as in the case of a business title.

The British North Sea Oil Company

The Birmingham Polo Club is addressed in correspondence to limited liability companies or corporations, commonly denoted in English by Ltd or Plc, while in America, the equivalent is often Inc, and in South America, it is Pty Only the form of the company name is specified.

The New York Fire Engine Inc.

5 Обращение (Salutation) Ваше обращение к лицу или фирме часто зависит от указания получателя в адресе Если указан Mr A J Gulliver, к нему следует обращаться таким образом:

Dear Sir Dear Mr Gulliver или, как часто бывает в английском языке, по имени:

Dear Adam То же относится и к дамам Если указана Ms Jane Mason, обращение будет следующим:

The abbreviation "Ms." originated in America as a way for women to identify themselves without specifying marital status, unlike "Mrs." or "Miss." While "Mr.", "Mrs.", and "Ms." are commonly punctuated in American correspondence, British business letters typically omit the period When addressing an unknown audience, it is customary to use "Dear Sirs" or "Dear Sir or Madam," with "Dear" being a common salutation in the U.S as well.

In the digital age, the use of punctuation in addressing letters has largely diminished, particularly in block format correspondence However, punctuation remains crucial within the body of the letter itself Conversely, American letters frequently incorporate punctuation in both the salutation and closing Uncommon formats, such as those with inclusions, typically necessitate the complete use of punctuation.

The subject line in correspondence varies across different parts of the European Union, with no consensus on its usage In Germany, there is a clear trend to treat the subject as an integral part of the letter, while in the UK, it is not mandatory Generally, it is advised that the subject line should be placed after the salutation in English letters, although exceptions to this rule do occur.

7 Текст письма (Body of the letter) Даже в кратком деловом письме можно выделить три части: вступление, основную часть (собственно цель письма) и заключительную фразу.

8 Заключительная формула вежливости (Complimentary close) Здесь есть различия между британским и американским вариантами английского языка В то время как британец весьма внимательно относится к тому, обращался ли он к адресату по имени или по фамилии, американец менее щепетилен. Если британец обращается к адресату по имени, например:

Dear Mr Smith в заключительной формуле он должен написать Yours sincerely. Если он обращается в общем:

Dear Sir Dear Sir or Madam

Dear Madam Dear Sirs заключительная формула имеет вид Yours faithfully. Если адресат - давний знакомый, добавляются и другие формулы вежливости, например:

Kind regards В США часто употребляется:

Sincerely вне зависимости от начального обращения к адресату.

9 Фамилия и подпись (Name and signature) В Великобритании и США письмо, как правило, подписывает то лицо, которое его продиктовало или написало самостоятельно Так как подписи часто неразборчивы, становится всё более употребительным указание фамилии лица под его подписью Чтобы сообщить адресату служебное положение лица, с которым он состоит в переписке, под фамилией часто указывается также должность:

10 Приложения (Enclosures) Если письмо снабжено приложением, об этом следует упомянуть в соответствующем пункте письма Обычно на это указывают посредством сокращения end или enc(s).

11 Постскриптум (Postscript) Постскриптум служит в английском письме, как и в общей почтовой практике, для дополнения того, что забыто или не упомянуто в письме Сегодня он встречается крайне редко, поскольку в компьютерное письмо легко внести нужные дополнения. Важные указания при отправке писем.

By courier c/o (care of) attn (for the attention of)

Private courier services offer express delivery directly to your hands, ensuring that if delivery fails, requests can be made for returns Mail delivery in the UK operates under two systems: first class post, which is faster, and second class post, which is more economical but slower Every UK address includes a postcode, consisting of groups of letters and numbers that identify the city and specific location Postal workers mark these combinations with blue dots on envelopes for electronic sorting machines to process at a rate of 16,000 items per hour Properly formatted addresses are essential for efficient delivery.

Ms Anne Howard 16 Garden Avenue

England Обозначение страны необходимо лишь в том случае, когда письмо отправляется за пределами Великобритании. Приняты следующие важнейшие почтовые сокращения названий графств, указание которых, однако, не является обязательным:

Gloucestershire Glos Shropshire Shrops/Salop

Hampshire Hants South Glamorgan SGlam

Lancashire Lanes West Glamorgan WGIam

Vlid Glamorgan M Glam Yorkshire Yorks

When sending a letter to the United States, it's essential to include the state's abbreviated name (two uppercase letters) and the ZIP code In the U.S., addresses on envelopes are typically written in all capital letters and without punctuation.

USA Названия штатов США, их областей и их сокращения таковы:

Alabama AL Hawaii HI Mississippi MS

Alaska AK Idaho ID M issouri MO

Arizona AZ Illinois IL Montana MT

Arkansas AR Indiana IN Nebraska NE

California CA Iowa IA Nevada NV

Colorado CO Kansas KS New Hampshire NH

Connecticut CT Kentucky KY New Jersey NJ

Delaware DE Louisiana LA New Mexico NM

District of Maine ME New York NY

Columbia DC Maryland MD North Carolina NC

Florida FL Massachusetts MA North Dakota ND

Georgia GA Michigan Ml Ohio OH

Guam GU Minnesota MN Oklahoma OK

Oregon OR Tennessee TN Virgin Islands VI

Pennsylvania PA Texas TX Washington WA

Puerto Rico PR Utah UT West Virginia WV

Rhode Island Rl Vermont VT Wisconsin WI

South Carolina SC Virginia VA Wyoming WY

In South Dakota, examples of proper address formatting on postal envelopes can be found on page 158 In today's fast-paced communication landscape, fax and email have become essential tools that significantly impact correspondence Faxes are written messages similar to business letters but are less formal; they can be sent via dedicated fax machines or directly from a computer to the recipient.

FAX MESSAGE То: Ms Lydia Haverkamp

This is to confirm that I sent you the required documents yesterday.

John Smith highlights that emails, or electronic mail, are sent over the Internet in both informal and formal formats They utilize electronic addresses, or email addresses, provided by internet service providers The Internet facilitates the rapid and cost-effective transmission of messages and data of any type and size, granting email virtually limitless communication capabilities and promising revolutionary advancements in this technology for the future.

Thank you for your mail dated 24 March 20 and file attachments The figures stated are fine and may be submitted to the Ontario tax I authorities.

Простой запрос

We are a newly established firm specializing in the supply of gardening equipment.

We are in the process of purchasing stock in preparation for the upcoming spring season and would appreciate receiving a catalogue of your complete range of lawn mowers, including both mechanical and electric models.

Please provide information on delivery timelines, export pricing, and available quantity discounts Additionally, clarify if goods can be supplied on a sale or return basis and outline your policy regarding after-sales service.

By ensuring that your products meet high standards and that delivery is timely, your company can seize significant opportunities to capture a considerable market share in this area.

Buy in stock Создавать складские запасы

Sale or return Покупка с правом возврата

After sale service Служба работы с покупателями

To be to good standard Соответствовать должному стандарту

Share of the market Сектор рынка

1 What does the firm specialize in? 2 What goods is the firm interested in buying?

3 What other important details are they interested in? 4 What are the conditions for acquiring a substantial share of the market?

Запрос

We read your advertisement in the latest edition of DataNews, in which you state thet you have developed new software for the encryption of electronic data.

We are in the process of reviewing our company’s security procedures and wish to introduce a hierarchical system of data access using unbreakable passwords.

We are eager to obtain a demonstration version of your encryption software for testing purposes Our plan is to attempt to crack it using a powerful mainframe computer If we are unable to succeed in this endeavor, we are prepared to make a significant purchase of your software.

We welcome your feedback regarding this issue, along with information about your on-site after-sales services and the latest facilities, if you believe your product will successfully meet the upcoming evaluation.

Electronic data Данные в электронной форме

Security procedures Меры по обеспечению безопасности

Unbreakable passwords Пароль, не поддающийся расшифровке

Up-date Обновлять компоненты операционной системы или программы

1 What is the company doing? 2 What are they interested in? 3 How are the specialists going to test a new version of a program? 4 What are they looking forward to? 5 Who was the letter signed by?

Запрос на основании тендера

TO: POLISH CHAMBER OF COMMERCE

FROM: BILL JAMBOR, Lancashire Enterprises plc

My company is currently bidding for an EC project in Romania and would appreciate receiving information about Polish companies that can supply the necessary equipment.

1 Engine compressor spare parts, engine spare parts and pistons for Ikarus motor vehicles, Types 260.50, 280.33, 280.64.

2 Spare parts for “Tatra” Trams, type T4R

3 Electrolyte copper cathode and 18 mm diameter copper winding wire

4 Equipment and spare parts for diesel electric and electric locomotives

5 Rail coach batteries, locomotive starter batteries and locomotive storage batteries. The exact details and conditions of tender will be sent to the relevant companies.

We kindly request that you provide us with the necessary details for our tender submission at your earliest convenience, ideally within the next two weeks, as our time is limited.

Tender Предлагать (письменно), выдвигать тендер (заявку на торгах), выставлять на торги

Engine spare part Запчасть машины

Winding wire Спиральная проволока, обмотка

Rail coach battery Вагонная батарея

Starter battery Аккумуляторная батарея submit Представлять (документы)

1 What does this letter about? 2 What are the details they need? 3 Who is the letter addressed to? 4 Who is to sign the letter?

Предложение по запросу

Many thanks for your enquiry of May 10 regarding the importation of our new, environmentally friendly, CFC-free packaging material.

We can easily manufacture and supply the custom shapes outlined in your drawings, thanks to our advanced molding techniques Our new product has received an enthusiastic global response, prompting us to expand our production department to meet the rising demand.

We are pleased to provide our catalog and current export price list, with all prices quoted FCA US airport and exclusive of tax Currently, we can deliver to a US airport within 3-4 weeks of receiving your order To facilitate your purchase, we have included our Order Form and look forward to fulfilling your order.

CFC-free Без включения хлорированных фторуглеродов

Exclusive of tax Не облагаемый налогом

FCA=Free Carrier Франко-транспортное судно

For customer convenience Для удобства клиента

1 What does the company deal with? 2 What will not they have difficulty with? 3 What does the molding technique enable to do? 4 What do they enclose then?

Рекламация на дефектные товары

This morning we took delivery of the 59 boards of prime quality teak ordered as per our letter of 1 November (Order No.WW-T1-11).

The quality of 2 of the boards is, however, unsatisfactory as they contain large, unsightly knots rendering them unsuitable for use.

Due to the high volume of outstanding orders, we believe the return of the goods was an oversight on your part Consequently, we have sent the items back to you, carriage forward, and we trust you will promptly arrange for replacements to ensure we can maintain our production schedules.

We trust that you will be in agreement with this course of action and look forward to receiving replacements corresponding to your otherwise high standards.

Prime quality teak Тиковая древесина первого сорта

Unsuitable for use Негодный к употреблению

Order in hand Настоящий заказ

Carriage forward Перевозка за счет покупателя, с неоплаченной перевозкой

By return С обратной почтой, срочно

Be in arrangement with Быть согласным с чем-либо

1 What did they take this morning? 2 What is unsatisfactory? 3 What did they have to do?

4 Will the supplier be in agreement with this course of action?

Подтверждение о рекламации

Subject: Complaint re DRT/398 Semi-conductors

Thank you for your communication of March 10, in which you state that the semi- conductors supplied are not up to the standard.

We have investigated the issue and determined that you were incorrectly provided with DRT/298 semi-conductors Although these components share similar properties with the latest version, they do not deliver the same level of consistent performance as their successors.

We sincerely apologize for the inconvenience caused and propose two solutions: either we will retrieve the consignment with insured carriage covered by us and replace it with DRT/398s, or we can offer a price reduction on the goods you received to the standard list price, along with an additional 10% discount to compensate for the inconvenience.

Please fax us your reply at your earliest convenience Should you opt for a replacement delivery we will rush the goods to you by airmail.

Be up to standard Соответствовать стандарту

Look into the matter Рассмотреть дело

Be mistakenly supplied Быть ошибочно поставленным

With insurance covered by us С покрытием страховки за наш счет

Make up for Возмещать ущерб

Opt for Решаться на что-либо

1 What type of a business letter is this one? 2 What has been mistakenly supplied? 3 Do the received semiconductors have the same property as their successor? 4 What does the supplier suggest? 5 What discount is offered for the inconvenience caused?

Просьба о банковской справке

The above mentioned customer has approached us requesting a credit facility amounting to

₤15,000 per month on a 30-day terms.

We would be most grateful if you would advice us whether the company in question is sufficiently sound for such a facility.

Should you so prefer, please feel free to reply via our bankers, SouthWest plc, Hounslow Bath Road Branch, Middlesex MX1 4 WW quoting our account number 29560277.

Any information given will, of course, be treated in the strictest confidence with no obligation on your part.

Credit facility Кредитоспособность, рамки кредита

On 30-day term На срок 30 дней

In the strictest confidence Строго конфиденциально

With no obligation on your part Без каких-либо обязательств с вашей стороны

1 What request does the above-mentioned customer have? 2 What is sufficiently sound question for such a facility? 3 Where should the reply be sent to? 4 Will the information be treated in the strictest confidence?

Положительная банковская справка о фирме

Favourable credit reference from a firm

In response to your letter dated 23 July 20 , ref No U2/45, we are pleased to supply you with the following information.

The firm has a strong presence in the local market, boasting a solid reputation built over 15 years in the industry They have successfully developed a substantial network of international customers, highlighting their expertise and reliability in the field.

For the past eight years, we have maintained a quarterly account relationship with them, and we are pleased to confirm that they consistently fulfill their financial obligations promptly and completely.

We have currently provided a credit line of up to €2,500 per quarter, and we are open to increasing this amount to €5,000 if necessary.

We hope you find this information helpful, and we want to emphasize that it is provided in complete confidentiality, with no obligations on our part.

Field of enterprise Поле деятельности

Overseas За границей (для Великобритании), за океаном (в иных случаях)

On quarterly account terms С поквартальной оплатой

Meet one’s financial commitments Соблюдать финансовые обязательства

Credit line Кредитная линия, транш кредита

In any given quarter В олюбом квартале

On our part С нашей стороны

1 What is Harry Hamlyn pleased to do? 2 What reputation does a firm in question have on the market? 3 How long have they been dealing with the company? 4 What have they extended to the company? 5 How is the information given?

Рассылка / информационное письмо

We are excited to announce a significant rise in customer demand for our unparalleled “do-it-yourself” equipment and materials, prompting us to open a second branch soon at the new Pricewise Trading Estate just outside town.

Our new branch located at 42-50 Grove Road offers convenient parking and a wide selection of familiar products, along with an exciting new range of affordable accessories for DIY enthusiasts This collection features innovative "one-hand" tools designed for ease of use, allowing handymen and women to operate equipment with one hand while keeping the other free.

Just to convince you how serious we are, we’re offering a 5%discount on all cash sales over

Starting next month, we are excited to offer a special promotion of just £25 for the first month of business Additionally, we provide free delivery for all bulky items, indicated by a red star on the price tag, to your doorstep within a 25-mile radius.

Don't miss out on our exclusive, limited-time offers! Join us at our new location on June 1st, and we guarantee you'll be thrilled with your visit!

At a staggering price В головокружительном темпе

Modestly prices accessories Детали по умеренным ценам

“one-hand” tool Инструмент, которым можно пользоваться посредством одной руки

Cash sale Продажа за наличные

Within a 25-mile radius В радиусе 25 миль

Miss the chance Упускать возможность

Once in a lifetime Один раз в жизни

A throw away offer Уникальное предложение

1 What is the company delighted to report? 2 What is shortly to be opening? 3 Will parking facilities be provided? 4 What % discount is offered? 5 How are bulky items marked? 6 When will the new shop be opened?

Выдача безотзывного товарного аккредитива

Issue of an irrevocable documentary credit

The Bank of International Commerce in the Sultanate of Oman has requested our assistance regarding the issuance of their irrevocable Credit Number 344912/92, which is in your favor for the account of.

Of Kuwi, Sultanate of Oman, P.O Box 61842, for ₤25,000 (SAY TWENTY-FIVE THOUSAND POUNDS STERLING) available by your drafts on us at 30 days sight accompanied by the following documents:

1 Signed invoices in triplicate certifying goods are in accordance with order No. 2092/92 dated 15 August 20 between MidEast Marine and Torrington Marine Co Ltd.

2 Marine and War Risk Insurance Certificate covering “All risks” warehouse to warehouse, for 10% above the CIF value, evidencing that claims are payable in the Sultanate of Oman.

3 Complete set 3/3 Shipping Company’s clean “on board” ocean Bill of Lading made out to order of the shippers and endorsed to order of the Bank of International Commerce, Sultanate of Oman, marked “Freight Paid” and “Notify MidEast Marine of Kuwi, Sultanate of Oman, P.O Box 61842”.

Covering: 3xType 500-D Outboard Motors CIF Muscat

Shipped from UK Port to Muscat

Documents must be presented for payment within 15 days from the date of shipment.

We confirm our commitment to pay the face amount of your drafts, as long as they comply with the terms of the Letter of Credit, which must include the correct number and date, along with all amendments attached This credit is governed by the Uniform Customs and Practices for Documentary Credits (1983 Revision), as outlined in ICC Publication No 400.

All drafts submitted under Credit Number 344912/92 must be presented for payment, negotiation, or acceptance by October 12, 20 , to the Bank International Commerce Sultanate of Oman.

For account of На счет

Draft on us Тратта (переводной вексель на наше имя)

At 30 days sight Со сроком уплаты через 30 дней по предъявлении

Marine and war risk insurance certificate Страховой сертификат на покрытие морских и военных рисков

Clean “on boards” ocean bill of lading Чистый бортовой морской коносамент

Made out to order Выписанный по приказу

Endorse Индоссировать (делать передаточную надпись)

Outboard motor Внешний бортовой мотор

Undertake Обязываться, брать на себя обязательство

Be subject to Подлежать, подчиняться, иметь силу, быть действительным

Negotiation Переговоры, здесь: продажа, передача, выплата acceptance Принятие, акцепт, акцептирование

1 What have they been requested by? 2 What documents are to accompany the drafts? 3.What do they undertake to do? 4 How must the drafts be presented and marked?

Размещение определенного заказа

OUR PURCHASE ORDER NO.5769F/KED

We refer to your fax No.0254 36279 dated 5 October 20 relating to our enquiry

No 921/KED and wish to place an order for the following items:

5,000 Rubberized spindles for Northrop looms ₤0.80 ₤4,000,00

(SAY FOUR THOUSAND ONE HUNDRED AND NINETY POUNDS STERLING ONLY)

The above prices are firm and subject to no future change and are quoted FOB, packing included.

N.B Kindly let us have a new Pro-forma invoice in 10(ten) copies, showing FOB prices, fixed delivery period and terms of payment.

Payment will be made solely against a confirmed Letter of Credit (L/C) If an extension of the credit's validity is required due to your oversight, any additional costs incurred will be your responsibility.

N.B This order is subject to the approval of the appropriate Egyptian authorities and to the opening of the necessary credit in your favour.

DELIVERY 4 month from opening of L/C.

FREIGHT As per our circulars enclosed.

SHIPMENT Shipment by container is not allowed.

Shipment to be effected through:

KHEDIVAL MAIL LINE (AGENCY) AIRWORK HOUSE

We look forward to receiving your confirmation and remain

SOCIETE MISR DE FILATURE ET DE TISSAGE FIN

Place an order Размещать заказ

Description Описание u.price =unit price Цена за штуку t.price=total price Общая цена

Loom Ткацкий стан(ок), ткацкая машина

Be subject to Поддержать, подчиняться, иметь силу Быть действительным Packing included Включая упаковку

Pro-forma invoice Образец фактуры, предварительная фактура

Fixed delivery period Установочный срок поставки

Terms of payment Срок платежа

Be at fault Быть виновным

Shipment Отгрузка, отправка (морем) confirmation подтверждение

1 What kind of letter is this?

2 What do they wish to do?

3 What are the given terms about?

4 Who is the letter signed by?

Подтверждение заказа

Thank you for your letter of 17 October.

We hereby confirm your Purchase Order No 5769 F/RTD for 5,000 rubberized spindles for Northrop looms, total price ₤4,190.00 FOB U.K port, payment to be made by confirmed L/C.

We note your Conditions of Shipment and confirm that the order will be effected as per the provisions of your Insurance and Freight Circulars.

As requested we enclose a new pro-forma invoice and ten copies thereof.

We trust the goods will arrive punctually and in good condition and look forward to doing further business with you in the future.

Insurance and freight Circular Страховой и Фрахтовый циркуляр trust Верить, доверять

1 What do they confirm? 2 What are they to enclose to their confirmation? 3 What kinds of circulars do they undertake? 4 Who signed this business letter?

Извещение об отправке

Your Purchase Order No 5769F/KED

We are pleased to inform that the goods ordered as per the above mentioned purchase order have been dispatched in accordance with your instructions.

They have been packed in 5 cases, 100 to a case The cases are marked S.M./5769F/RTD and numbered 1-5/5.

The consignment is being shipped on board m.v “Egyptian Star”, which is due to leave Southampton at the end of this month, arriving in Alexandria on 15 March.

We have submitted our sight draft of ₤4,190.00 to the Arabian Bank in London, along with the required documents for the letter of credit These documents include a complete set of clean, shipped on board delivery orders endorsed to your order and marked per your specifications, one original and ten copies of the commercial invoice, a certificate of UK origin legalized by the Arab Republic of Egypt Representation, a declaration from the Egyptian Company for Maritime Transport "Martrans" confirming the shipment of goods, a packing list, and a triplicate insurance certificate.

The Arabian Bank has paid the sum.

We are confident that our products will meet your expectations and eagerly await your feedback Additionally, we have included updates to our current price list for your reference.

100 to a case По 100 штук в ящике

On board a vessel На борту судна m.v.=motor vessel Т/х теплоход

Sight draft Тратта (переводной вексель) на предъявителя L/C +letter of credit Аккредитив

Endorse Индоссировать (делать передаточную надпись)

Commercial invoice Коммерческий счет, счет-фактура

Certificate of origin Сертификат о происхождении

Duly legalized Надлежащим образом легализованный

Be to one’s complete satisfaction К чьему-либо полному удовлетворению

1 Who is the letter addressed to?

2 What do they inform about?

3 What have they handed the sight draft to?

4 What do they enclose to the price list?

Просьба о предварительной фактуре

Request for pro-forma invoice

Our Enquiry PL/384 of 2 nd March 20

Your Offer No 58391 of 21 March 20

We are happy to confirm that your DX 33 saw-blades meet our quality standards Consequently, we would like to place an order for 25 units, contingent upon a 5% discount on the quoted prices Given the volume of our order, we believe this small concession is justified.

To import saw blades into India, we must obtain an import license from local government authorities Therefore, we kindly request that you send us a pro-forma invoice containing the necessary details.

- exact description of the goods

- unit and total price with discounts

- terms of payment and delivery CIF Calcutta

We kindly request that you send the pro-forma invoice via registered mail Upon receiving the import license, we will promptly send our order via telex and initiate the letter of credit with our bank.

Volume of the order Объем заказа

Pro-forma invoice Образец счета-фактуры, предварительная фактура

1 What type of business letter is this?

2 What do they inform about?

3 What do they want to place?

4 What do they ask to send them? What for?

Отправка счета

Your Order 835/XI of 15 Dec.20

We are happy to announce that the items from your recent order were dispatched by lorry yesterday They will be shipped across the Channel on the SS Marine tomorrow and are expected to arrive at your location at the start of next week.

Please find enclosed our invoice No 351 685 T for €17,850.00 including all transport costs.

We would ask you to settle it either by bank transfer or by cheque within 30 days, subject to the usual early payment discount of 3 per cent.

We trust that you will receive the goods in perfect condition and remain at your service for further deliveries at any time.

By bank transfer Банковским переводом

The usual early payment discount Обычный дисконт (учет векселей), необходимый для скорейшей оплаты

1 What was the information about the articles in the given letter? 2 What did they ask to do? 3 What % discount is offered? 4 Who signed the letter?

Принятие заказа

We hereby confirm your order for laminated security glass as per your fax of 18 June.

We have attached the requested pro-forma invoice and kindly ask that you inform us once the Letter of Credit (L/C) has been opened Upon receiving confirmation of the documentary credit from our bankers, we will be able to fulfill your order within two weeks.

We look forward to hearing from you soon.

Laminated security glass Армированное защитное стекло

Pro forma invoice Образец фактуры, предварительная фактура

Within a fortnight За две недели

1 Who is the letter addressed to? 2 What is the order they confirm for? 3 What do they ask to do? 4 What will they be able to do then?

Предложение фрахта

Your Freight Enquiry of 10 October 20

Thank you for your enquiry regarding the transport of 50 tonnes of palletised house bricks. Our offer is as follows:

M.V.CLEETHORPES at ₤50 per metric tonne or 10 cubic metres, at steamer’s option, with 4 lay days.

The vessel is currently in Marseille and is scheduled to arrive in Southampton on November 30th Loading will begin on December 1st, with an additional demurrage fee of £250 for each day of delay.

If you accept this offer please forward us the charter party in quadruplicate to enable us to issue the necessary instructions to the ship’s captain, Mr Terry Wrigglesworth.

We look forward to your early reply.

At steamer’s option По выбору парохода(пароходной компании)

Demurrage Демердж (плата за простой судна)

Charter party Чатер, чартерная партия

1 What is the given letter about? 2 Who is this letter addressed to? 3 What do they learn from the sailing card? 4 What are they to do if the order is accepted?

Принятие предложения о фрахте

Thank you for your freight offer for palletized house bricks dated 15 November, which we are pleased to accept as follows:

M.V.CLEETHORPES at ₤50 per metric tonne or 10 cubic metres, at steamer’s option, with 4 lay days.

The consignment of house bricks is from Redland Cement Ltd., Unit 10, Greenfields Industrial Estate, Reading and will be delivered FOB Southampton by Gotruck Haulage Ltd on December 1 st

You will be receiving the charter party in quadruplicate,will be separate post in the course of this week.

We hope that there will be no reason for delay of any sort and look forward to our order being shipped as agreed.

Palletized house bricks Строительные кирпичи в поддонах

Be separate post Отдельной почтой

Of any sort Любого рода

1 What problem is discussed in the letter? 2 How will the goods be delivered? 3 Who is the letter signed by?

Подтверждение заказа

From: Jom.peters.ltd@te.com.uk

Subject: Order confirmation for Superlite Disk-Boxes of July 31

Thank you for the above mentioned e-mail order for 500 3/5” Superlite Disk-Boxes as described in the August edition of Chip-Talk USA.

We have mailed the merchandise to you by surface mail and debited $960 to your account as stated We expect the goods to arrive by the end of the month.

We look forward to the pleasure of doing further business with you in the near future.

Surface mail Обычная почта debit дебетовать

1 Who is this letter addressed to? 2 Who signed the given letter? 3 What do they thank for? 4 What have they done then?

Заказ на инкассо

We enclose the documents listed below for collection:

The above mentioned is in respect of a consignment of 15 drums of bitumen (value

€13,300) to be shipped on March 9,20 from London to Budapest Delivery of the goods is to be taken by the drаwee.

Please release the payment draft documents and arrange for the transaction proceeds to be sent via SWIFT or airmail to our Lombard Street branch, referencing No ATX 4977124.

Please confirm receipt by SWIFT or the enclosed form In the event of non-payment please advise us by SWIFT or, should this not be possible, by airmail.

This order is subject to the “Uniform Rules for Collections”(1978 revision) International Chamber of Commerce Publication No.322.

Certificate of origin Сертификат о происхождении

Certificate of analysis Сертификат экспертизы

Interbank Financial Telecommunication Банковская компьютерная система для международных банковских переводов Uniform Rules for Collection Единые правила инкассо

International Chamber of Commerce Международная торговая палата

1 What should be mentioned at the beginning of a business letter? 2 What is this letter about? 3 What should they confirm? 4 What is this order?

Оплата банковским переводом (SWIFT)

Payment by bank transfer (SWIFT)

Please transfer the sum of £5,423.00 to the account of Esser & Co., Wirtschaftswerbung GmbH in Witten, Germany in respect of their invoice No 92/4/AUSL./4093.

The account details are as follows:

We would be grateful if you would arrange for payment to be effected by SWIFT to ensure that the funds arrive by the end of the month.

Arrange for Принимать меры, обеспечивать

1 What is the given letter about? 2 What do they ask to transfer? 3 What are the account details? 4.Who is this letter addressed to?

Заявка о приеме на работу

I am writing in reply to your advertisement in the European News on June 12 th for the post os Sales Manager in your European Division.

I am aged 27, of German Nationality, single, bilingual German/English and am currently employed as Freight Co-ordinator with Federal Express (Deutschland) in Dusseldorf where

I manage freight logistics between the US and the UK, a role I have successfully held for three years I am eager to explore new opportunities in Britain to further my career in this field.

With five years of experience in freight forwarding, I completed a 2.5-year training course at Kuhne & Nagel in Dortmund After finishing my training, I worked there for an additional two years before transitioning to my current role at Federal Express My performance-related salary exceeds £30,000 per year.

I enclose a full curriculum vitae and the names of two referees as stipulated.

I look forward to your reply at your earliest convenience.

Sales manager Менеджер по продажам, руководитель продаж

Welcome an opportunity Воспользоваться возможностью

Freight forwarding Фрахтовая отправка, рассылка

Performance related В зависимости от достижений £30 K p.a 30 000 фунтов стерлингов в год

Referee Здесь: лицо, дающее рекомендацию

Stipulate Требовать(ся), полагаться, обусловливать

1 What is to be written at the beginning of the letter? 2 What information should be given in this type of letter? 3 What must be enclosed to the job application? 4 Who is this letter addressed to?

Приглашение на собеседование

Thank you for your letter of 15 June in which you submit your application for the post of European Division Sales Manager.

Interviews for the position will take place at the Novotel Heathrow Airport in London on the weekend of July 19-20 Suitable candidates are invited for a preliminary interview on Saturday, followed by a second round of interviews on Sunday for short-listed candidates, conducted by a panel including our Human Resources Manager and staff.

All short-listed candidates will be notified approximately 10 days after interview.

Travel and accommodation expenses will be borne by the company for all candidates living outside the UK who are invited to interview.

Please confirm your participation by return, indicating your time of arrival.

Short-listed Прошедший первичный отбор

Human resources Здесь: отдел кадров

Time of arrival Время прибытия

1 Who is this letter addressed to? 2 What do they inform about? 3 Who is to pay all the expenses of the candidates? 4 Who signs the letter?

Рекомендательное письмо

To whom it may concern

Ms Schnell worked with Technology Transfer Systems Ltd As Departamental Head in our software development and documentation department during the period from 1 st January 19 to 16 March 20

Following a swift assessment of the department's manpower and technology resources, she effectively evaluated its strengths and weaknesses Her restructuring efforts significantly boosted morale and performance, leading to enhanced efficiency and commitment from the entire team.

She was responsible for various tasks, including documenting, typing, and designing the layout of a user manual Additionally, she tested the software system during its development and collaborated with software engineers to address any bugs or queries that arose.

Her ability to chair meetings and conduct them in a manner conducive to constructive results has proved invaluable in the course of her three years with our company.

Technology Transfer Systems Ltd will sadly miss the skills and dedication of which

Ms Schnell’s departure will deprive the company We do not hesitate to recommend her to any further employer.

To whom it may concern Тем, кого это может касаться

Departmental head Начальник отдела, заведующий отделом

Software development Развитие программного обеспечения

User manual Руководство пользователя, инструкция по эксплуатации

Chair Вести собрание, быть представителем на собрании

Conductive to Ведущий, приводящий к чему-либо

1 What is the given letter about? 2 Should the date be mentioned in the letter? 3 Who fills in the letter? 4 What information a person should write?

Оплата почтовым переводом

Payment by Mail Payment Order

From: Finchley trading@com.uk

To: sri.lanka.tea@radio.com

Subject: Our order of May 17, 20

We confirm receipt of the 30 chests of Ceylon Pekoe tea ordered by ourselves on May 17 th

In accordance with the Contract of Sale, we have instructed the Finchley Branch of Benson Bank to process a Mail Payment Order through your bank in Colombo We sent the necessary instructions to Sri Lanka today, and we anticipate that you will receive the payment within approximately two weeks.

We look forward to doing further business with you in the near future and remain,

Contract of sale Договор продажи

Arrange for payment Принимать меры по оплате

Instructions to this effect Инструкции в этом отношении

Give to understand Дать понять

1 What bank was instructed? 2 What country were the instructions mailed to?

Отчет о маркетинговых исследованиях

We are now in the position to provide you with the first results of our market survey on German consumer habits as regards the use of cosmetics.

Our survey targeted females aged 15-60, focusing on their preferences for hair and skin products, while addressing key issues such as recycling practices, vivisection, and multicultural representation We also explored manufacturing methods and ingredient sourcing, highlighting concerns related to low-wage labor in developing countries, Amazon rainforest depletion, and the appeal of “natural” and “green” products, as well as herbal remedies and traditional cosmetic substances Detailed conclusions and recommendations are presented in the accompanying charts.

We recommend targeting the 15-25 year-old demographic by promoting environmentally friendly products that are exclusively tested on humans, avoiding any animal involvement This approach should blend fashion awareness with a focus on "natural" beauty Additionally, incorporating both European and African models in engaging and vibrant advertising scenarios will enhance the appeal of the campaign.

The 25-40 year olds will probably best respond to an “enlightened” and realistic approach to the problems of “getting the best out of your looks” with a little help from cosmetics Here, an ‘intimate’ approach is important, i.e the cosmetic industry is secretly helping you to enhance your looks, whilst unsuspecting males think it’s natural (hair rinses, skin toners, anti-wrinkle preparations).

The 45-60 year olds will probably best respond to even more subtle allusions to the need for nature to be helped along a little, but here we recommend the idea of, “Go on, enjoy yourself now”, or, “Treat yourself to something really good!” Prices for this age group can be increased by 5-10% to underline market segmentation.

We are confident that you can integrate our recommendations into your advertising campaign, and we are happy to clarify any of our findings upon your request.

Multi-cultural image of society Мультикультурный образ общества

The Third World ôтретий мирằ

Amazon rain forest depletion Вырубка джунглей Амазонки

Herbal remedy Растительное лекарственное средство Fashion consciousness Сознание моды

Hair rinse Ополаскиватель для волос

Skin toner Средство по уходу за телом

Anti-wrinkle preparation Средства от морщин

1 What should be written at the beginning of the letter? 2 Who is this letter addressed to?

3 What can be said about their conclusions? 4 Who signs this letter?

Встречное предложение

Your offer No 1093 for Surgical Instruments

Thank you for the above-mentioned offer of December 11 th

After analyzing your pricing in comparison to competitors, we appreciate the quality of your products but have found that your prices are approximately 10% higher than the current market rates.

If you can see your way clear to accommodating us with a 10% reduction we will be pleased to place an order for the equipment listed on the order form enclosed.

We look forward to your response to our proposal.

Be well pleased Быть весьма довольным

If you can see your way clear Если вы усматриваете возможности

Accommodate s.o Идти навстречу кому-либо

1 What kind of a business letter is this one? 2 When can this letter be written? 3 What is the problem discussed in the letter? 4 Who is to sign the letter?

Контракт

This is the sample of the Contract Read it carefully Use a dictionary to translate it. Write out useful clichés and expressions Learn them.

The Client agrees to deliver approximately metric tons (± 5%) of (referred to as "the Goods") at the Grain Loading Complex located at Berth _ in _ Port, under the specified terms and conditions outlined herein.

2.1 U.S $ _ per metric ton ( ) per metric ton.

2.2 This fee shall cover all stevedoring charges (excluding trimming), storage in the silo, maneuver operations, removal works unloading of wagons, in/out charges for Silos, and vessel loading The fee also includes inward and outward weighing of the bulk commodity.

Upon signing the contract, an initial payment of 50 percent of the total amount is due within 5 days The remaining 50 percent must be paid within 2 days after the expiration of a 2-day free storage period that begins when the loading of the vessel nominated by the client starts, or sooner if applicable.

3.3 All additional payments arising from this contract to be settled within 2 days from completion of loading vessel, nominated by Client, except any/all demurrage/dispatch related to vessel, which shall be settled within 20 days from completion of loading vessel, nominated by Client.

3.4 Payments to be effected in US Dollars against presented invoice instructions by telegraphic transfer to the account of .

4.1 The full quantity of the Goods shall be delivered to the Terminal within days from the date of lot commencement, _.

4.2 The term of fulfillment of the present Contact shall be _.

5.1 Executor to effect all operations with the Goods in compliance with the GOST’s instructions, standards and regulations in force related to the bulk commodity products of Ukraine.

5.2 To prepare way bills for the loaded railway wagons at the station of _ Port and a receipt of the Goods in these wagons at its own rail facility.

5.2.1 To determine the quality of Goods upon arrival In case the Goods are the non- confirming quality, determined by Ukrainian Grain Inspection Service whose decision will be final, has a right to reject the Goods.

5.2.2 To discharge the wagons into the Terminal and prepare commercial reports to be delivered subsequently to the Client.

5.2.3 To receive the Goods by wagon after weighing by UkraZaliznitza on the Ports rail scales Client has a right to have a representative at station to witness weighing and receiving of Goods In the event that Clients representative is not present at a time of weighing they thereby waive their right to be present, the documents (railroad waybill, quarantine certificate, grain inspection certificate and veterinary certificate) shall be considered “accepted”.

5.2.4 To store the Goods in the storage silos of the Terminal in accordance with

5.2.5 To weigh the bulk commodity, before the loading on the Vessel, at the Terminals bulk weigh hopper with the official representative of the Client, who will sign all weight scale documents that confirm quantity of loaded In the event the Clients representative is not present or waives their right at the time of weighing, the documents shall be final.

5.2.6 Issue a written record to the Client indicating the amount of loaded cargo as per weigh hopper documents after the end of loading into the Vessel in order to prepare Bill of Lading(s).

5.3 To loading of the Goods into vessel after the Client delivers to the Terminal the Export order where the particulars of the ship, her name, type of cargo, cargo quantity as well as the full name of the Clients, who signed this contract, and from whom the cargo is given to are correctly set out in the form required by local authorities Time shall commence against the accepted valid NOR, which should be presented together with shipping order.

5.4 To present interests of Client and act on behalf of Client for all dealings with the Custom House.

5.5 To execute the observation of the rail cars in transit from loading station up to Silo. 5.6 To execute maneuver works connected with submission of the rail cars, unloading works and removal of cars.

5.7 To send to the Client on timely basis all documents, connected with the transportation and handling of the cargo.

5.8 To issue the following transport documents:

•declarations and Cargo Safety certificates;

5.9 To give to the shipping orders.

5.10 Goods shall be delivered to the Vessel on the basis of FOB spout trimmed Any additional trimming called by vessel shall be for the account of the Client and to be arranged by Executor.

5.11 Quality shall be final ex spout on vessel as per State Grain Inspection.

6.1 Losses in handling during the term of storage shall be allowed at a maximum rate of 0,3 percent (three tenths of one percent) and to be documented.

6.2 The Executor shall not be liable for the weight of the cargo determined at the place of discharge of the ship or by ships draft Weights shall be final as per vessel B/L upon completion of loading vessel at the Terminal as determined by Terminals weight scale. 6.3 In the event that the Executor due to reasons beyond the power of the terminal or by order of the Ukrainian railway authority as binding cannot receive or discharge the Goods by rail wagon, the loading rail wagons of the Client shall not be discharged and the delay of such discharge shall be the responsibility of the Client In the event that the Ukrainian Rail authority invokes a temporary suspension on rail movement to the Terminal, the Executor shall be held harmless from the cost or penalty related to the Goods.

6.4 Subject to the above the Executor shall be liable for the following matters:

6.4.1 Deterioration of the quality of bulk commodity received from the Client on the basis of Inspection report by the Grain State Inspection within the period of validity of this contract only, plus 20 (twenty) additional days of storage.

6.4.2 Delay in the loading of cargo into ships hold caused by the actual fault of the Terminal.

6.4.3 Delay in the issuance of payment documents and documents connected with the preparation of the Clients cargo.

6.5 Stevedores are employed by the port and _shall not be responsible for the acts of omissions of stevedores or other Port employees causing loss or damage to the Goods whether in moving, loading, or discharging operations otherwise In the event that loss or damage is caused by stevedores or other Port employees _ agrees to assign to the Client, to the extent that it is possible to do so under Ukrainian Law, any rights of recourse it may have against the Port for the Client to pursue directly at its expense.

All claims must be submitted in writing to the Executor within 30 days of the Client or their agents becoming aware of the relevant facts Additionally, the Executor's liability will not exceed the total price of this Contract under any circumstances.

7.1 Deliver to the Terminal the Goods shall be within the specifications as follows: Commodity: _