5 Communication
LANGUAGE WORK
Connected speech () In everyday conversation, native English speakers speak at about five or six
syllables per second - around 300 syllables per minute Unlike some nglish doesn’t require every letter or
languages (e.g Finnish and Italian), sound to be pronounced
Look at the two soundwave forms They both represent the sentence Do you
want to go now? Which one do you think is closest to the way the sentence
would be said in spoken English?
1 Match these phonetic transcriptions of Do you want to go now? with the spectograph readings Which one most represents the way you speak English?
a /đawDnage0na0
b_/du: ju: wpnt t0 ga0 na
2 [24 Listen to these four recorded announcements Where would you
expect to hear them? Which pattern do they follow — a or b?
3 Think about similar recorded announcements and messages in your own language How would it be if everyone spoke like that the whole time? How would it affect communication?
loud, sounding each individual word clearly Then
© Read the sentences below
d through them again very quickly, connecting all the words
Have you got any ideas how we are going to resolve this one? I am sorry but I have to go now
Would you say that again? I did not hear you What are you doing tonight?
Do you want to go to a rock and roll concert?
1 #
3
4
S
Listen to the five sentences above being spoken fast What changes have happened? Which words are stressed?
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5 Communication
Reporting
44
Reported speech
a She reminded him to write the letter b She said (that) she would see him soon ¢ He offered to help them with the project d_ He told her (that) he had read the contract @ He suggested (that) she (should) take the train f He denied reading the report
©) Match the constructions below with the sentences above verb + that
1 i
2 verb + object + that
3 verb + that + should + bare infinitive
4 verb + infinitive
verb + object + infinitive
6 verb + -ing
X page 169
âđ Now match the verbs in the box with one or more of the six forms above
mention recommend
admit assure inform
advise explain insist promise reply
ask hint instruct persuade urge
© Choose the correct form
He replied / assured us that he had rescheduled the meeting to tomorrow How do you say / tell ‘entrepét’ in English?
1 2
3 Explain / Tell me what action points to include
4 He said to / urged us not to lose sight of our objectives
5 He asked / insisted that we should call him
©} Complete the sentences using reported speech
1 [ll fax you a complete breakdown this afternoon He said that he would fax mea complete breakdown th: 2 Would you like to branch out into a new sector?
She asked 3 This is how you do it
is afternoon, He explained "
4 She might not be able to make it to the meeting
She informed
We could do it quicker if we bypassed a few layers She told
6 Did you notice any potential threats?
He wondered
Perhaps you should call for a taxi, i
She suggested
getting late
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5 Communication
© You will be given instructions on how to play a traditional game called Chinese Whispers When you have all finished, read the passage on page 147,
and then by discussion complete the following table
|
| | |
Student Additions Omissions Alterations
| | | | | | m|ịo|ol|ml|>
two different callers Note down the messages In each case both the secretary
and the caller are having difficulty in understanding each other What phrases do they use to say that they haven’t understood or to ask for repetition? © Below are the messages the secretary left Correct any mistakes that you find
| Ring Mr Pler ucelone, SEAS systems on 050 203.734, before |_ste tonight rf
| not, he Said he'd
call you back g
1 uesd ly Morning LAI MOYˆ+L?t4
©) Work in pairs Student A, turn to page 134 Student B, turn to page 141 8 Listen to three voicemails that have been left for a colleague of yours,
Susannah Graves Susannah is away and has asked you to note down the details of any messages and to fax them to her Use indirect speech
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i
A 5 Communication
i BUSINESS SKILLS
|
i Communication @ Here are ten tips for writing e-mails, writing letters, and using the telephone
tips The tips are all mixed up Can you work out which tip refers to which form
of communication? Mark each tip E for e-mails, L for letters, or T for telephone Some tips may apply to more than one form of communication
Rules of the office
1 Always decide beforehand exactly what you want to say Always use the spelling tool
2
3 At the end, summarize the points made 4 Be concise
5 Don’t be too spontaneous Allow yourself a few minutes’ reflection before sending it
6 Don't type in all lower case Gr all upper case 7 Limit social chat and get straight to the point
8 Restate the other person’s concerns using the same key words
and phrases
9 Tailor your style to their style
10 Use a clear simple layout and clear simple sentences
© What are the pitfalls of making a first-time call in English? How can you
avoid them?
1 Compile a list of rules, in addition to those ones in exercise 1, to follow
when using the telephone (for all kinds of calls)
two telephone calls, using all your rules Student A, turn to
page 135 Student B, turn to page 142
| © Discuss how you plan and organize the letters you write in English — think
of some good rules Are letters more difficult to write than faxes and
e-mails? Why?
Look at the example of the layout of a typical letter on page 148 How does
| it differ from the way you lay out, address, and punctuate letters in your
| country?
Now choose one or more of the following tasks:
1 Convert the letter into an informal e-mail, assuming that Pat Southern is
a regular customer
2 You are Pat Southern Write a fax to Kathleen Proust, explaining who you are, about your receipt of Shaqa Faiyaz’s letter and the literature on FaseOut 2010, and that you are interested in seeing a demonstration of the product
As in point 2, but this‘time you want to leave a voicemail Write the
w
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ing © Misunderstandings often arise in the business world especially when two different cultures are involved Read the article about an American presenting his products to a Japanese company
AMERICAN’S PERFORMANCE IS A SORRY SHOWSTOPPER
J AMERICAN BUSINESSMAN strides
confidently into the conference room and sits at the head of the table to direct the proceedings
He stands’ to deliver his opening remarks and emphasizes his points by speaking
in a strong booming voice and
making wide arm gestures He
adds a bit of humor by telling
some: jokes along the way and
constantly reiterates how out-
standing his product or service is;
especially in comparison to the
competition
AS THE MEETING PROGRESSES, he becomes more informal, takes off his jacket, loosens his tie,
rolls up his sleeves He addresses his Japanese
clients by their names and omits their titles These
gestures, he feels, are designed to make them more
comfortable and relaxed He makes direct eye contact only with the leader, as he will, no doubt, make the final decision
DURING THE PRESENTATION, the American
reclines in his chair with a bored expression, and grows irritated when asked the same questions over and over again, believing that the Japanese should
understand by now
THE LONG SILENCES adopted by the Japanese are extremely
disconcerting to this gregarious,
talkative American, so he
invariably fills these silences and
chatters incessantly
FINALLY, AS THE MEETING draws to a close,
he has a strong feeling that his proposals will be
accepted After all, the Japanese team smiled and nodded in agreement at everything he said and
surely they would be impressed by his strong
presentation He even shook hands with the leader
of the delegation and slapped him on the back in a
gesture of camaraderie What could go wrong?
1 Discuss with your partner the meaning of the words in étalics
2 Underline any cultural mistakes you think he makes, both from your own
and a Japanese point of view Would his approach be acceptable in your
country?
int ters?
Listen to this Japanese businesswoman explaining how Japanese business people would have interpreted the American’s performance 1 Does she note the same mistakes as you did? And for the same reasons? 2 What other kinds of misunderstandings can arise in cross-cultural
communication? How can they be resolved?
3 What problems are involved in translating documents and in the use of
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MEETINGS
How many
e-mails
did you send today?
C ¢ have noticed that e-mail creates a different culture from the telephone ot
paper In terms of business transactions
you can get a ping-pong or bounce effect,’ says Ross
Chestney, electronic communications manager for British Telecom
This ‘ping-pong’ effect can make it more difficule to come to a final decision, When talking on the telephone you would tend to discuss large points and any tangents become obvious very quickly
A letter is even more formal and to the point But, on e mail, you keep asking question after question The effect
of all this questioning is to delay coming to a decision “At BT we are now seriously looking at this and how we should deal with it,’ says Mr Chestney Busintess Life
Does anyone
around
here know
the Green Book, as it's called, contains the names of
800 people, about one out of every eight NatWest Markets
employees It is arranged by area of expertise within five
main categories: financial products, industry sectors,
geography, support, and business intelligence About 100 of the people listed are ‘knowledge co-ordinators’ wha have volunteered to direct people not only to other people but also to, for example, legal documents or other files What aren't listed are titles Says Victoria Ward, NatWest Markets’ chief knowledge officer:
'Ym not interested in titles It might turn
out that one of our best experts in
securitization works in the equities unit, not the debt unit This is about function, not form.’
Fortune
Your agenda is to find ways to improve decision making, communication,
and knowledge sharing in the company
© Historically review the role of information technology in your company ®) Discuss what culture is associated with each type of communication, and how
they can be integrated to form maximum communication both within and outside the company
© Consider the option of creating a ‘yellow (green?) pages’ to get answers to all
kinds of questions, for staffing, and for deal-making How could it be
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5 Communication
TABLE TALK
@ Do the quiz, choosing more than one answer where appropriate Then discuss
your answers
_ Communic: wiz
Which of these forms of communication will be most used
and least used in the future?
a mobile phones b video phones c Internet d faxes e video conferencing f letters
How much time a day do you spend at work on the phone and on written communications?
a 10 minutes or less b 20-30 minutes c 30-60 minutes d over an hour
Who do you find it the most and least difficult to
communicate with?
a your boss b the opposite sex c foreign clients d children e relations outside your immediate family When you're talking, how much of the time do you use gestures? And on the phone?
a 0-10% b 20-40% c 50-70% d 80-90% e@ 100%
Which form of communication with clients and suppliers do you prefer?
a face-to-face b telephone c¢ written
When communicating face-to-face with someone, how
often do you touch that person?
a never b occasionally c¢ quite often d frequently
© 4] Listen to an Australian aboriginal talking about communication in his
culture After you have listened write down as much as about his culture Compare your list with other mem
discuss which aspects of aboriginal culture you find most appealing, and which you think could work in your own culture
ou can remember
s of your group Then
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6 TRAVEL
DID YOU KNOW?
OB ae cra eee oe
the inability to communicate The second is personal safety
© Travel and tourism is the world's largest
industry It provides one in every nine jobs, and contributes an average 10% to the Gross Domestic Product of a country
@ The longest road network is in the USA,
and the most crowded in Hong Kong The highest car ownership is in Luxembourg, and the highest road accident and death rate is in Malawi
@ The largest growing proportion of travellers to the USA go for business
reasons: as buyers, sellers, investors,
negotiators, and expatriate workers
@ Heathrow, London, handles more
international traffic than any other airport O'Hare, Chicago, is the world's
busiest airport with over 66 million
Eur ee 2A 1Ã
@ The wettest inhabited place in the world is Buenaventura (Chile), the driest Aswan
(Egypt), the hottest Dijibouti (Dijibouti),
and the coldest Norlisk (Russi
@ Travel accounts for 50% of all business
[0201900000100 0012
@ The favourite postings of American diplomats are: Cape Town, Gaborone, atc tee Re meee cle LC Santiago, Vancouver, and Wellington @ The shortest regular scheduled flight is
operated by Loganair from Papa Westray to Westray, Orkney (Scotland) The total journey takes two minutes
@ Greenwich had always been the
headquarters for testing the British Navy’s chronometers In 1884, Greenwich 'was adopted as the standard reference point for latitude and longitude lines, and
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LANGUAGE WORK
Intonation o Listen to six short dialogues Decide where they are taking place (e.g in a restaurant) There are no background noises to help you!
1 4 wr a
© ©) Getting people to do things for you or to help you, is generally more successful if you use polite intonation Listen to these sentences below taken from the dialogues Decide if the intonation is polite (P) or rather indifferent (1)
1 Do you think you could possibly mail it to me in the States?
Would a credit card be OK? How long does it take?
Could you take me to the station please?
wr
aw Could you tell me roughly what it’s going to cost me? Could you check the exhaust and radiator please?
Yes thanks, if you would
a
NI
Do you think you could tell me wiflt6 the nearest tube station is? Thanks a lot That’s very kind of you
10 Could I have the bill please?
oO
Listen again to sentences 1 and 2 Identify the key word in each
question What happens to the speaker’s voice as he or she builds up to the key word?
@ Turn to page 177 and practise reading the dialogues as politely as possible
travel, trip, journey Insert travel, trip(s), or journey(s) into the spaces Then discuss the questions
with your partner
into work?
By car, by train, by plane, on the metro, or
1 How long is your
2 How do you like to on foot?
3 Which airline do you usually ve With?
4 What's the least successful business you’ve ever had?
5 Do you make your arrangements via a agent, or on the Internet?
6 Do you ever go for sightseeing while you’re on busine: 7 What's the longest train e ever had?
8 Do you like reading books by writers?
9 First class is a thing of the past Do you agree?
10 What particular abroad made you see your country or nationality
with new eyes? Did this changed vision take place during the itself, or when you returned home?
»X page 154
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@ Read this article about one of the world’s best-known business travellers, and
answer the questions below
Business trips
On the Road with Chairman Bill
The most frequent flyers in the American business world are
senators, members of congress, and sales representatives Just behind
| them are top executives who, despite video-conferencing, travel more
and more each year — an average of 115,000 miles (184,000 km) shortest time possible
Gates worked 16 hours a day; when not in the plane,
he held nearly 40 meetings and business presentations
with customers, attended audiences with heads of
state, called press
interviews, and made 14
formal speeches Said
Gates: ‘It was a great trip
The guys filled my time up
really well.”
The only sightseeing he
managed to do was what he
could observe from the
arly this March in a fact- white Mercedes-Benzes that
52
finding trip to India and
South Africa, Bill Gates
travelled 25,000 miles (40,000 km) in the space of just five days
shuttled him from one place to another When asked by a local Indian journalist if he’d seen anything particularly memorable
The Microsoft CEO judges a during his trip, Gates replied: business trip’s effectiveness by ‘Well, about 14 cows.’
how much he can do in the
1 The word trip appears four times in the passage — are there any occasions
when it could be replaced by journey?
2 How long do your business trips usually last? What is their main purpc 3 Do they share anything in common with Bill Gates’ style of travelling and
business?
4 What do you learn from your trips?
em List en to the kind of things Bill Gates learns from his business trips
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—_ el 6 Travel
Future continuous vs future simple Affirmative
a Ill be seeing her tomorrow anyway, so | can ask her myself b Illsee her tomorrow if you like, and ask her myself c_ I'll be passing the station so | can easily give you a lift
d_ OK, Ill pass the school on the way home and pick her up if you like
Negative
e | won't be seeing him again because he's leaving f | won't see him You can't force me
g_ She won't be doing the presentation because she's ill
h She won't do the presentation, she says she’s too embarrassed about her English Interrogative
i How will you be paying madam?
j Will you pay the bill while | go to the bathroom? k Will you be coming by car?
| Will you come to the airport with me to pick up Mr Lee? I'd be very grateful
@ Analyse the differences between the future continuous and the future simple from the pairs of sentences above, and then underline simple or continuous in the following rules:
Affirmative: the future simple / continuous indicates a spontaneous decision / intention / offer to do something specific; the future simple / continuous indicates that something has already been decided and fits in with the general course of events
Negative: the future simple / continuous says that something cannot happen
because of situations beyond one’s control; the future simple / continuous
indicates a refusal to do something
Interrogative: the future simple / continuous is used for requests for someone to do something; the future simple / continuous asks about someone’s plans
or intentions
© Underline the correct form
Secretary: | wanted to check what time Mr Lee will arrive / be arriving Shop assistant: Will you pay / be paying cash or by credit card?
I will speak / be speaking to her tonight anyway, so I will give / be giving her your message then if you like
4 Hotel clerk to client over the phone: What time do you think you will
} check / be checking in?
Will you help / be helping me check through the accounts? I haven’t got
time to do it all by myself
wne
6 Iwill not go / be going there after all They’ve cancelled the appointment
© Whar other forms can you use to express intentions? How does their use
differ from the future continuous and future simple? A page 157
53
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BUSIMESS SKILLS
Travel survival kit Business travel covers a wide variety of situations when you have to ask
specific questions Here are some of the most common ones Look at the expressions for each situation, then carry out the instructions
ving directions
Can you tell me how to get to the airport?
Take the M4 and turn off at the third junction onto the M25 Then go onto the slip road and stay in the right hand lane following the signs for the M1
How far is it to the supermarket?
It’s just down there on the right Opposite the station
1 Listen to this set of directions from Heathrow Airport (London) to another location and take notes Then turn to page 149, and use your
notes to trace the journey on the map
2 Now direct your partner from this building to another place in town © Car rental
\'d like a Mercedes / a Group C/ an automatic car
Is it unlimited mileage?
Does that include insurance? Is there a collision damage waiver?
Can | drop the car off in another town?
What time do | have to return it? With a full tank? Here's my driving licence and passport
Role-play a conversation between a customer and an assistant in a car rental company Student A, turn to page 135 Student B, turn to page 142 Follow your instructions and make a rental agreement
VANPIRE
(@NVENT0I © Checking into a hotel
Good evening My name's You should have a booking in my name Here's the fax you sent in confirmation
| reserved a double room with en suite bathroom Does that include breakfast?
I'd like to stay an extra night Would that be possible?
Role-play a conversation between a guest and a hotel receptionist Student A, turn to page 136 Student B, turn to page 143
| iene THERE ARE PLace> © Changing a flight reservation 5 ing a fli sservati
WANT FREEZING ————
lai) FREEZING, Are there any seats available for the 08.30 flight? BO % What time is the connecting flight?
3 What time do | need to check in?
Where do | collect my ticket?
na customer and a tr
Role-play a telephone conversation betwi vel agent
| Student A, turn to page 136 Student B, turn to page 143
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6 Travel
The worst trip
ever
At the office
10.15 am Apologize for
being late
Play this game with a partner The first person to complete the trip is the winner
At the start you are on the plane to a foreign destination You will be staying one night at the Continental Hotel You have an important business meeting with a client, Mr Andersen, tomorrow morning at 9.00
Toss a coin to move: heads move one square, tails move two Follow the instructions on each square as you land on it, using the statements in the boxes as the basis for a short dialogue with your partner (who will act as air
hostess / steward, taxi driver, hotel receptionist, etc.)
‘There are no drinks in
the mini-bar Check in at the hotel
You realize you | Next moming, didn't change | ask for the bill
the time on You've been your watch charged for It’s 9.30 several extra Ring your client
You want to visit the town by night Ask at reception for suggestions
You take a taxi The driver overcharges you
You take the shuttle bus to the city centre You can‘t find the hotel Ask for directions
You've landed
You need some
local currency Go and exchange some You've landed The immigration
officer asks for your visa You don't have one
You're at the baggage reclaim One of your cases hhas been severely tom Call and take a taxi to your hotel At the hotel, the receptionist has no record of your reservation There's a delay in take-off Start talking to the person in the seat
You've left a The person There's some piece of hand sitting next | air turbulence > luggage in to you on the | The air hostess
the departure plane won't pours wine stop talking ‘over you The food arrives
{t's not vegetarian as you requested
ay
You realize You gave the
you've left ‘ bad headache TU TRE hotel laundry
me ena and cantt sleep Ti some more | how to get to the Ask reception | because of the | TU rang, coffee and | office Phone the
for help: disco downs! es riled: a newspaper | client's secretary
‘At breakfast, | You've lost the
you want directions of At the office 8.40 am Introduce yourself
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MEETINGS
Your town (or a major town nearby) has decided to make a bid for the
Olympic Games (Summer or Winter) You are members of the local
committee whose job it is to draft a feasibility plan for submission to the members of the International Olympic Committee
The Olympic Games are attended by about 2 million people and Pre ea Cae
The total cost of the Atlanta Olympics was
Bry elmer ee ao Au RC
sponsorship and marketing 32% broadcast rights 32%
Dong cv
other 11%
NBC, the American TV network, paid $7os million for the American rights to the 2000 Sydney games
$2oo milion was spent on security and transportation for the Atlanta games Population of a typical Olympic village:
100,000 games personnel
F00 o1 0)
15,ooo media Ermer er
In the Olympic village alone over 1,ooo,ooo meals are prepared About 10,000 tons of rubbish is produced
The total number of balls used is nearly 50,000 (over 38,000 tennis balls)
@ Look at the statistics on the Olympic Games Then divide into two
committees, with roles as outlined below Committee 1
Decide what facilities (sports, accommodation, transport network, etc.) and personnel (security, cooks, bus drivers, etc.) will be needed, and what these
are likely to cost Allocate the following ro
— transport and safety adviser
— accommodation and catering adviser
— sports adviser
Committee 2
Think about the economic, social, and environmental impact on the town
before, during, and after the games Also think about ways of raising money
(local, national, international sponsors, advertising, TV rights, etc.) Allocate
the following roles:
— town mayor
— anti-Olympic environmentalist
— TV producer
— construction company manager
After your meetings, regroup and discuss whether your town has or could have the resources to put an Olympic package together Are there any sports
sa?
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6 Travel
TABLE TALK
@ Do the quiz below and then discuss your answers with your partner, Where appropriate you can choose more than one answer,
The best thing about business trips is that they are a good opportunity to:
a get away from the usual work routine and meet new people
b do new business
c get away from family problems
Visiting foreign companies is a chance to:
a sample new food, learn about another culture, and see things from another perspective
b promote your own company
¢ put stereotypes to the test Before going on a trip I usually:
a read guide books on the area I’m going to visit b learn a few key words in the local language c fill my laptop with all the data I need to do
business successfully
When I'm away I ring home:
a atleast every day b once during the trip c never When you go on a business trip what do you miss most? a your partner b colleagues c newspapers
dTV e food
When on business expenses do you ever: a buy your hosts a lot of gifts?
b go to expensive restaurants?
c exaggerate your expenses a little so that you can buy a few extra things?
© Write down some typical questions to ask your partner about holidays, e.g
‘Which country in the world would you most like to visit?”
1 [£3] Listen to these six extracts of people talking about holidays Did they
answer any of your questions? What other questions do you think they
were answering?
2 Now ask your partner some of your questions