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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

45

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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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Avoi misunderstandings 5 Communication

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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5 Communication

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

49

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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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6 Travel

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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6 Travel

@ 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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6 Travel

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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6 Travel

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

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