Students’ Book ﻡ٢٠١٥¥٢٠١٤ Vocational Stream Commercial Grade 12 Students’ Book Ω2015 - 2014 áYÉÑ£∏d áeÉ©dG á°ù°SDƒŸG ﺣﻘﻮﻕ ﺍﻟﺘﻮﺯﻳﻊ ﻓﻲ ﺍﳉﻤﻬﻮﺭﻳﺔ ﺍﻟﻌﺮﺑﻴﺔ ﺍﻟﺴﻮﺭﻳﺔ ﻣﺤﻔﻮﻇﺔ ﻟﻠﻤﺆﺳﺴﺔ ﺍﻟﻌﺎﻣﺔ ﻟﻠﻄﺒﺎﻋﺔ : ﻣﻌﺎﻭﻥﺍﻟﺴﻴﺪﺍﻟﻮﺯﻳﺮ¥ﺩﺳﻌﻴﺪﺧﺮﺍﺳﺎﻧﻲ ﻣﺪﻳﺮﺍﻟﺘﻌﻠﻴﻢﺍﻟﻤﻬﻨﻲﻭﺍﻟﺘﻘﻨﻲ¥ﺩﺭﺿﻮﺍﻥﺭﺣﺎﻝ : ﺳﻤﺮﺍﻟﺸﻴﺸﻜﻠﻲ ﺳﺮﻭﺭﺷﻠﺶ ﺭﺷﺎﺑﺎﻳﺰﻳﺪ : ﺑﺎﺳﻞﺻﺎﺩﻕ ﻧﺒﺎﻝﺣﻨﺎ ﻟﻴﻨﺎﺍﻟﺬﻳﺎﺏ ﺍﻟﻤﻮﺟﻬﺔﺍﻷﻭﻟﻰﺳﻮﺳﻦﺣﺮﺳﺘﺎﻧﻲ ّ ﺍﻟﻤﺪ ّﺭﺳﺔﺭﺟﺎﺀﻓﺘﺎﻝ ﺍﻟﻤﺪ ّﺭﺳﺔﻫﺎﻟﺔﺍﻟﺰﻋﻴﻢ 322 Old Brompton Road, London SW5 9JH, England Maktabat El Nashr El Tarbawi El Souri (Syrian Educational Publishers) Omar El Mukhtar 2nd Str., Bldg El Mazraa, Damascus-Syria Phone: (011) 44676789 Fax: (011) 44676788 e-mail: info@syrianep.com www.syrianep.com Reprinted 2014 © York Press 2011 All rights reserved; no part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of the Publishers Contents Unit Title Warehousing and Shipping (1) Income Statement 11 Competition and Pricing 16 Review (Units 1-3) Page 21 Warehousing and Shipping (2) 23 Culture and Values Global Warming 28 Financial Position 29 Retail and Wholesale 34 Review (Units 4-6) 39 Advertising (1) 41 E-marketing 46 Culture and Values 51 Workplace Ethics Review (Units 7-9) 52 57 10 IT and Telecoms 59 11 Advertising (2) 64 12 Latest Discoveries 69 Culture and Values The Spread of the Desert 74 Review (Units 10-12) 75 Correspondence 77 Scope and Sequence UNIT Warehousing and Shipping (1) (pp 6-10) Income Statement (pp 11-15) Competition and Pricing (pp 16-20) Language Functions: making comparisons; giving opinion; making formal proposals; rejecting proposals politely; giving reasons; giving explanations; agreeing and disagreeing Vocabulary: names of organisations; suggestions and polite rejections Grammar: non-defining relative clauses UNIT Warehousing and Shipping (2) (pp 23-27) LANGUAGE Language Functions: listing; comparing and contrasting cargo vessels; talking about advantages; categorising items; giving advice Vocabulary: using the verbs and make with specific words; warehousing and shipping Grammar: modal verbs with the passive infinitive (be+past participle) Financial Position (pp 29-33) Language Functions: giving explanations; talking about financial state of businesses; rephrasing; making justifications Vocabulary: words for financial position Grammar: reported questions Retail and Wholesale (pp 34-38) LANGUAGE Language Functions: describing damage; talking about distance; comparing and contrasting different types of warehouses Vocabulary: words for warehousing and shipping Grammar: review of the verb forms Language Functions: writing definitions; making justifications; formulating evaluations; giving explanations; listing; giving examples; distinguishing between non-recurring and extraordinary events Vocabulary: words for income statement Grammar: future time clauses NEW SKILLS writing a conclusion; telling a story; listening for details; using adjectives to describe pictures; matching words with their definition preparing a short presentation; writing about non-recurring and extraordinary events; adding some text to balance a paragraph; listening to fill a chart; matching words with their definition talking about good management and competition; preparing a chart; making a dialogue; matching names of organisations with their description NEW SKILLS talking about container shipping; matching pictures with the corresponding description; extracting the text’s main ideas; writing paragraphs about shipping services; listening to fill a table writing a financial report; roleplaying a financial analyst and a business owner; rewriting explanations; matching words with their definitions Language Functions: listing; giving examples; roleplaying a situation; talking about different markets; talking about writing about ways of receiving goods from retail different ways of receiving goods from a services; matching phrases retailer; giving opinion with their corresponding Vocabulary: words for retail and wholesale description; specifying Grammar: reporting verbs used in the the main idea in an negative; reporting verbs + infinitive introduction Scope and Sequence UNIT Advertising (1) (pp 41-45) LANGUAGE Language Functions: talking about things in general; talking about specific things; talking about preferences; making comparisons; selling a product; giving explanations Vocabulary: words for advertising Grammar: the second conditional Language Functions: giving explanations; giving examples; talking about advantages and disadvantages of e-marketing; listing; giving reasons Vocabulary: definitions for e-marketing words Grammar: third conditional Language Functions: agreeing and disagreeing; proposing solutions; looking at problems from different angles; giving reasons for opinions; talking about the benefits of ethics in the workplace; rephrasing; giving examples Vocabulary: work ethics vocabulary Grammar: tag questions NEW SKILLS listening for identifying topics; extracting and matching vocabulary with their meaning; describing items; explaining about advertising media; roleplaying; matching titles and adverts with their description listening to an interview for information; writing a paragraph about the components of a good marketing strategy; devising a flow chart of an e-marketing plan; matching vocabulary with their meaning talking about an example of business ethics; roleplaying; arranging stages in a logical order; rewriting lapses from the text UNIT 10 IT and Telecoms (pp 59-63) LANGUAGE Language Functions: giving reasons; expressing likes and dislikes; talking about the future of telecoms; describing machines Vocabulary: phrasal verbs; features of a mobile phone Grammar: indefinite pronouns 11 Advertising (2) (pp 64-68) Language Functions: justifying; reporting preferences; asking about preferences and replying Vocabulary: words for advertising Grammar: prepositions 12 Latest Discoveries (pp 69-73) Language Functions: giving opinions; making justifications; talking about new and important inventions; giving examples; giving explanations Vocabulary: words for important discoveries Grammar: sentence fragements; run-on sentences NEW SKILLS matching phrases/descriptions with their corresponding pictures; listening to mobile features in a box; putting likes and dislikes in order; discussing likes and dislikes; matching paragraphs and headings; summarising setting a personal website in a flow chart talking about target audience and radio station revenues from advertising; reading a statistical chart of preferences; reporting someone’s preferences; writing questions for an interview; matching vocabulary with their meaning preparing a short presentation; researching and writing a paragraph about an invention; matching an interview with its corresponding description; writing an introduction and a conclusion to a text; listening to fill in the blank; reading descriptions to identify the invention; matching inventions and their titles and categorising them E-Marketing (pp 46-50) Workplace Ethics (pp 52-56) Warehousing and Shipping (1) A Dialogue Read the dialogue and answer the questions A lorry driver has just arrived at the factory of Best Office Equipment (BOE) He is delivering some goods to the warehouse manager (WM) Driver: Is this BOE? I’ve got three crates for you WM: That’s right I’ll help you unload them Tom! Can you help me? Driver: Thanks a lot Bye WM: That’s funny I’ve seen those crates before Check the label, will you, Tom? Tom: BOE! That’s us! WM: Who’s the consignee? Where are the crates going? Tom: TST in Syria The carrier has made a mistake! He has brought the crates back to us WM: Where’s that driver? Has he gone? Questions What the words in bold refer to? Who made the mistake? What is the problem? Work in pairs Tell the story again to your partner Start like this: One day, a lorry driver arrived at the factory of BOE The driver wanted to deliver some crates B Listening Listen to the texts about two different warehouses Complete the gaps with information from the text Warehouse Tyres a Max b Min c Order at d In stock today Warehouse Lights a Max b Min c Order at d In stock today warehouse Warehousing and Shipping (1) C Vocabulary Here are words related to warehousing and shipping Match them with their definitions auto bag rolls flip-top bag fragility header bags pallet wrap polyethylene skid stretch tape a a stretch film used to protect and secure goods b a bag that has a front slit to make product loading simple so it is often used with automatic bag-filling machinery c a bag with a lip that can be inserted for closing d a small roll of film used for packaging or protecting goods e flexible foam material, reusable and washable, suited for goods with high weight f polyethylene bags with printed graphics for high visibility merchandising g quality of being easily damaged or destroyed h wooden or plastic object that is used to elevate the product from the ground D Grammar bags Review of the Verb Forms Simple Present The present tense expresses an unchanging, repeated or recurring action or situation It can also represent a widespread truth Examples His job is to store the goods in the warehouse (Unchanging state) Every year, the company imports thousands of goods (Recurring action) They use large trucks to transport goods (Widespread truth) Simple Past The past tense expresses an action or situation that was started and finished in the past Most past tense verbs end in -ed The irregular verbs have special past tense forms which must be memorised Examples They needed a lot of time to arrange the heavy containers (Regular form) The truck drivers drove for hours until they reached the warehouse (Irregular form) Future The future tense expresses an action or situation that will occur in the future This tense is formed by using will or shall with the base form of the main verb, or by using am, is or are + going to with the base form of the main verb Examples The imported goods will arrive soon (Regular form) The manager is going to hold a meeting (am, is or are with going to + base form of the main verb) The shipped container arrives tomorrow (the present tense of the main verb with an adverb or adverbial phrase to express future, e.g tomorrow) Present Continuous The present continuous tense describes an ongoing action that is happening at the same time the statement is written This tense is formed by using am, is or are with the main verb form ending in -ing Example The manager is complaining about the truck’s delay in delivering the goods Past Continuous The past continuous tense describes a past action which was happening when another action occurred This tense is formed by using was or were with the base verb form ending in -ing Example The employees were carrying goods when they heard a loud noise Present Perfect The present perfect tense describes an action that happened at an indefinite time in the past, or that began in the past and continues in the present This tense is formed by using has or have with the past participle of the verb Most past participles end in -ed Irregular verbs have special past participles that must be memorised Example Usage The warehouse manager has travelled to many Indefinite time countries until he found the goods he wanted Continues in the present The employee has done this job for ten years Past Perfect The past perfect tense describes an action that took place in the past before another past action This tense is formed by using had with the past participle of the main verb Example By the time the truck arrived, the workers had left Contrast the meanings of the two sentences Use number as a model Example a That machine unloads five containers per minute b That machine is unloading five containers per minute Sentence a means the machine is designed to unload five containers per minute, whereas in b the machine is unloading five containers now a The storage room has been empty for twenty days b The storage room was empty for twenty days unloading goods from a container a When the warehouse manager arrived, the employees agreed to ask him for a pay rise b By the time the warehouse manager arrived, the employees had agreed to ask him for a pay rise a He promised to give the employees 2000 SYP, and he has already sent 1000 SYP b He promised to give the employees 2000 SYP, and he had already sent 1000 SYP b Imagine you are going to open a business in your hometown Explain what tool(s) you will use to decide on the type of business that will be successful there Then, devise ten questions that you will ask the citizens to help you make decisions regarding the new business (you can take examples from the samples in the table on pages 89-90) c What types are the following questions? Have you ever purchased a product or service from our website? Yes No How did you first hear about our website? Television R adio Newspaper Magaz ine Word-of-mouth Internet Based upon what you have seen, heard and experienced, please rank the following packaging methods according to their durability Place a “ ” next to the brand that is most reliable, a “ 2” next to the brand that is next most reliable, and so on plastic bags paper bags boxes cans How would you describe your last experience purchasing a product or service on our website? Would you say that your experience was: V ery pleasant Somewhat pleasant Neither pleasant nor unpleasant Somewhat unpleasant V ery unpleasant What products or services were you looking for that were not found on our website? 92 Correspondence E Graphs and Charts Note Graphs and charts are great because they communicate information visually They can help impress people by getting a point across quickly and visually They should be used to make facts clearer and more understandable W hat is the difference betw een charts and graphs? Charts and graphs illustrate relationships between data in different ways Graphs are best for illustrating a trend over time Charts cannot show this relationship since they use a series of bars rather than data points connected by a line that goes up and down On one hand, graphs are much better at showing trends for a single set of data than charts are On the other hand, charts are useful for displaying patterns or information about frequency The bars on a chart are higher or longer depending on the value they represent It’s not possible to use a graph to show proportions or percentages However, pie charts, a specific type of chart, can this well How to choose w hich type of graph or chart to use? Line graphs are used to track changes over short and long periods of time When smaller changes exist, line graphs are better to use than bar graphs Line graphs can also be used to compare changes over the same period of time for more than one category of information Pie charts are best to use when you are trying to compare parts of a whole They not show changes over time Bar graphs are used to compare quantities of different categories or to track changes over time However, when trying to measure changes over time, bar graphs are only clear when the changes are large Area graphs are very similar to line graphs They can be used to track changes over time for one or more groups Area graphs are good to use when you are tracking the changes in two or more related groups that make up one whole category (for example public and private groups) X -Y plots are used to determine relationships between the two different things The x-axis is used to measure one event or variable and the y-axis is used to measure the other Graphs and Charts Pie chart Line graph Bar graph 93 a Match the types of charts with their appropriate definitions (1-3) and pictures (A-C) • line graph _ _ _ • pie chart _ _ _ • bar graph _ _ _ It is a way to summarise how two pieces of information are related and how they vary depending on one another It is divided into pieces, each displaying the size of some related piece of information They are used to display the sizes of parts that make up some whole It consists of an axis and a series of labelled horizontal or vertical bars that show different values A b B C Use words from the box to label the following pie chart title key number one source of news second source of news Sources of News ISP News 22 Major Newspaper Sites 7.3 Local TV / Newspaper Sites Network TV Pages Online News 34 24.4 34 94 Correspondence c Look at the pie chart from task b and decide if the following statements are true or false Correct the false statements Local TV or newspaper sites are the second most visited source of online news The pie chart shows that people more often use online opinion magazines as a major source of news ISP News is the third favourite source of online news More people prefer to use major newspaper sites than Network TV pages d Read the bar graph and answer the questions 100% 90% 80% 60% girls 50% boys 42% 40% 20% 17% 17% 17% 17% 8.5% 0% green cars red cars blue cars Bar chart other cars What the bars stand for? a the percentage of girls interviewed c the number of boys and girls interviewed b popular car colours d the number of boys or girls interviewed Which car colour was selected as the second choice by the girls? a red b green c blue d other What is the percentage of boys and girls who preferred blue cars? a 42 b 59 c 100 d 17 The height of each bar is determined by the number of students (male or female) who choose a particular food a true b false 95 e Read the short text below Summarise the information in a line graph In 1800, the rate of national unemployment was approximately 0.5% By the year 1840, this percentage had risen to 5% and to 10% in 1870 By the 180s the rate of national unemployment had decreased to 1% Line graph f Annotate the following chart with the words / phrases given below April February J anuary March May months temperature temperature (in Celsius) from J anuary to May Bar graph 96 Correspondence Part Two: Oral Communication Oral communication describes any type of interaction that makes use of spoken words, and it is a vital, integral part of the modern business world The types of oral communication commonly used within an organisation include staff meetings, personal discussions, presentations, telephone discourse and informal conversation Oral communication with those outside of the organisation might take the form of face-to-face meetings, telephone calls, speeches, teleconferences or videoconferences Conversation management skills are essential in business contexts For oral communication to be effective, it should be clear, relevant, diplomatic, concise and informative On one hand, presentations or conversations that bear these characteristics can be an invaluable tool in ensuring business health and growth Unclear, inaccurate or inconsiderate business communication, on the other hand, can waste valuable time, alienate employees or customers and destroy goodwill toward management or the overall business A Revision Negotiations NOTE Is Negotiation Necessary? Negotiation, can be a lengthy and cumbersome process By asking whether negotiation is necessary, time may sometimes be saved and unnecessary compromise avoided On occasions, a request to negotiate may best be met by pointing out that the party making the request has no standing in the matter If a manager has the undoubted authority to act, making a decision rather than negotiating may be the best tactic Alternatively, there are cases in which the best response to a request or a claim is to concede it without argument Why waste time negotiating if the other party has a good case and there are no adverse consequences in conceding? Unnecessary negotiation, followed perhaps by a grudging concession of the other party’s claim, will lose all the advantage that might be gained with a quick unexpected yes An alternative to a simple yes or no when a difference of view occurs is to skip negotiation and proceed immediately to some form of third-party intervention 97 a Look at the following table and write a paragraph comparing and contrasting the two types of negotiation presented in it using the examples given Types Day-to-day Managerial Negotiations • • • • Commercial Negotiations • • • • • b 98 Parties Involved Different levels of management In between colleagues Trade unions Legal advisers Management Suppliers Customers Trade unions Public Examples • Negotiation for pay terms and working conditions • Description of the job and fixation of responsibility • Increasing productivity • Striking a contract with the customer • Negotiations for the price and quality of goods to be purchased • Negotiations with financial institutions regarding the availability of capital Read the following case and use the statements given to you to prepare a conversation between Chadi and Halim Chadi works for a company called La ndscaping Chadi is a landscaper who has been with this company for five years H e believes he is underpaid H e also thinks he deserves more seniority over his colleagues Chadi’ s manager, H alim, is the owner of La ndscaping Though H alim values Chadi more than any of his other labourers, he isn’t sure that he can afford to pay him more, especially at this time of year when work is unsteady Chadi is preparing his case to present to H alim H alim is trying to negotiate with him to keep things the way they are now • I’ll accept a pay rise of one dollar per hour, but that’s my bottom-line • We can’t offer you the pay rise you requested, but let’s discuss some other alternatives • I’d be willing to comply if you can offer me my own private office • We are willing to compromise on this issue because it means so much to you • It would be great if we could come to a consensus by 5:00 p.m • You have some last minute demands that are entirely unrealistic • My contract says that I am entitled to full benefits after six months of employment • We’ve been haggling over this issue for too long now Correspondence B Oral Presentations NOTE The public presentation is generally recognised as the most important of the various genres of oral business communication As is true of all kinds of communication, the first step in preparing a public speech is to determine the essential goal of the communication Business presentations tend to have one of three general purposes: to persuade, to inform or to entertain Out of the purpose will come the main ideas to be included in the presentation The ideas should then be organised to include an introduction, a main body or text and a summary or conclusion The introduction should grab the listener’s interest and establish the theme of the remainder of the presentation The main body should concentrate on points of emphasis The conclusion should restate the key points and summarise the message that is being conveyed Vis ual aids are an important component of many oral presentations They should be meaningful, creative and interesting in order to help the speaker get a message across Once the presentation has been organised and the visual aids have been selected, the speaker should rehearse aloud and revise as needed to fit time constraints It may help to practise in front of a mirror or a friend in order to gain confidence A good oral presentation will include transitional phrases to help listeners move through the material The delivery of effective oral presentations requires a speaker to consider his or her vocal pitch, speed and volume It is important to incorporate changes in vocal pitch to add emphasis and avoid monotony It is also helpful to vary the rate of speaking and incorporate pauses to allow the listener to reflect upon specific elements of the overall message Finding the appropriate volume is crucial to the success of a presentation as well Nonverbal elements such as posture, gestures and facial expression are also important factors in developing good oral communication skills Some movement may be helpful to hold the listeners’ attention or to increase emphasis, but constant shifting or pacing should be avoided Likewise, hand and arm gestures can be used to point, describe or emphasise, but they should be varied, carefully timed and adapted to the audience Finally, good speakers should make frequent eye contact with the audience, let their facial expression show their interest in the ideas they are presenting and dress in a way that is appropriate for the occasion a Are the following statements true or false? Correct the false statements Good presenters are born not made You can become an excellent presenter overnight Good communicators have to have constant practice and some rules to follow Learning how to speak clearly and avoiding a monotonous voice is a must for a good presenter Good presenters use the same words when sending their message to different persons because people are identical Good presenters always give feedback based on facts and not on opinions Good presenters avoid vagueness 99 b Put the following characteristics of a good communicator under the appropriate category answer all questions asked choose vivid, image-building words omit expressions that irritate or hurt focus on “you” instead of “I” or “we” construct effective sentences and paragraphs apply integrity and ethics avoid unnecessary repetition include examples, illustrations and other visual aids use specific and accurate words, facts and figures 10 include only relevant statements 11 choose non-discriminatory expressions 12 check for the five W’s and any other essentials 13 be sincerely tactful, thoughtful and appreciative Completeness (context) Conciseness (style) Consideration (context/delivery) Concreteness (style/sources) Clarity (organisation/sources) Courtesy (delivery) Correctness (style) c Prepare a research on one of the following topics and be ready to present it orally in class • Starting a business • Business skills development and training • Buying a franchise 100 Correspondence C Socialising and Etiquette NOTE Social and business etiquette can be tricky, and making the right moves can make a big difference Hence, here are some tips that you can learn about socialising and etiquette Basic social conversation rules: • Keep the conversation short and moving Limit responses to 60 seconds or less • Avoid opinion and emotion-evoking topics such as money, politics and religion • Do not interrupt • Do not finish other people’s statements • If someone does or says something rude, ignore it • Do not criticise others The top five most common topics of conversation are: current events, sports, the event or job at hand, the organisation sponsoring the event and personal demographics Some conversation timing rules are: • At breakfast, business conversation can begin as soon as the coffee is poured • At lunch, make small talk until orders have been taken Then you can talk business • At dinner, wait for the host to bring business into the conversation a The following is a quiz regarding business etiquette Do you agree or disagree? Justify your answer Your boss Ms Alpha enters the room when you’re meeting with an important client, Mr Beta You rise and say “Ms Alpha, I’d like you to meet Mr Beta, our client from San Diego.” At a social function, you meet the CEO of an important Japanese corporation After a brief chat, you give him your business card You’re getting into a taxi with an important client You should sit so the client is nearest the curb You’re hosting a dinner at a restaurant You’ve pre-ordered for everyone and indicated where they should sit b Choose the correct answer There may be more than one You’re in a restaurant and a thin soup is served in a cup with no handles To eat it you should: A pick it up and drink it B use the spoon provided C eat half of it with a spoon and drink the remainder You’re at a table in a restaurant for a business dinner Midway through the meal, you’re called to the telephone What you with your napkin? A Fold and place it to the left of your plate B Loosely fold it and place it on the right side C Leave it on your chair 101 You’re hosting a dinner party at a restaurant Included are two other couples, and your most valuable client and his wife You instruct the waiter to: A serve your spouse first B serve your client’s spouse first C serve your client first You’re invited to a business reception and the invitation states 7:00 to 9:00 p.m You should arrive: A anytime between 7:00 p.m and 9:00 p.m B between 7:00 pm and 7:30 p.m C a few minutes before 7:00 p.m You’re greeting or saying goodbye to someone When’s the proper time to shake their hand? A When you’re introduced B When you say goodbye C Both A and B You’re talking with a group of four people Do you make eye contact with: A just the person to whom you’re speaking at the moment? B each of the four, moving your eye contact from one to another? C no one particular person (not looking directly into anyone’s eyes)? You’re invited to dinner in someone’s house When you take your napkin from the table and place it on your lap? A Immediately B Wait for the host to take his napkin C Wait for the oldest person at the table to take his You’re scheduled to meet a business associate for lunch and you arrive a few minutes early to find a suitable table Thirty minutes later, your associate hasn’t yet arrived Do you: A order your lunch and eat? B continue waiting and fuming about your associate being late? C call your associate after 15 minutes? You’ve forgotten a lunch with a business associate You feel terrible and know he’s furious Do you: A write a letter of apology? B keep quiet and hope he forgets about it? C call and set up another appointment? 102 Correspondence c Work in pairs to research two of the following business etiquette topics Then, write a short paragraph about it • Setting a professional tone with co-workers, clients and customers • Making proper introductions • Casual dress rules • Handshake protocol • Guest etiquette • Workplace behaviour faux pas • Business dining etiquette • How your office decorations may affect your professional image d Put the following tips under the appropriate heading in the table below Grant your neighbours private time Never talk with your mouth full Instead, take small bites so you can quickly swallow if somebody asks you a question K eep your dignity and respect the dignity of others A good handshake will grant you instant rapport when meeting someone new Always be kind to the waiters, no matter what happens A good, well-timed handshake to pair with your smile is a sure way to stand out, whether you’re at the company picnic or an industry conference K eep lunch in the kitchen Or, when you absolutely can’t leave your desk for a meal, choose foods without strong odours, and dispose of your trash in the kitchen, not in your own bin Put some thought into choosing the right restaurant If it is too casual or inexpensive, the person may not feel valued If it is too expensive, they may perceive you as wasteful When in doubt, suggest that the other person picks the place As you walk down the passageways, don’t peek into each workstation 10 Don’t anything that you don’t want the entire company to be talking about for several years to come Workplace etiquette Handshake etiquette Business dining etiquette General etiquette e How would you behave in the following situations? Tell your CEO that he has spinach stuck in his teeth You find a personal – and potentially embarrassing – document left behind on the photocopier Normally, you’d put forgotten pages in a tray beside the copier, for people to claim later 103 NOTE Smart Socialising for Business Success Business-related gatherings provide an excellent opportunity to mix and mingle with clients, prospects and other contacts It’s a relaxed, friendly atmosphere conducive to building relationships and cultivating new business If you spend the duration in non-productive situations, you waste time and miss valuable networking opportunities The idea is to network, to circulate and be sociable, meeting new people, starting and ending conversations smoothly and establishing a rapport that ensures a productive follow-up Networking can be your number one marketing strategy It virtually costs you nothing but it can certainly bring in new business Tips Go prepared and don’t leave until you achieve your objectives Show up early Smile when you walk in the door and don’t stop smiling until you leave If you attend a business gathering with a friend or associate, split up Be the first to say “ Hello” Avoid approaching two people who are deep in conversation J oin groups of three or more Stand in high-traffic areas Look for common ground in getting-to-know-you conversations with new contacts 10 You can connect with just about everyone if you make the effort 11 Shake hands firmly 12 Hold your glass in the left hand so your right hand will be free for handshaking 13 If you forget someone’s name, don’t be afraid to ask him or her to repeat it 14 Have fun and be funny 15 Aim for quality rather than quantity when it comes to the conversations you have 16 K eep your goals in mind 17 Show interest in everyone you meet f Some of the above tips can be difficult to achieve while others can be very easy Put them in two categories and explain your answer Easy 104 Difficult English for Starters, Vocational Stream – Commercial English for Starters, Vocational Stream – Commercial, is an English language course that was specially written for vocational / commercial secondary schools in Syria The course progresses from an intermediate level of English in Grade 10 to an advanced level of English in Grade 12 The book introduces students to concepts in commerce; it assumes no prior knowledge of commercial skills on the part of students and teachers The course aims to review and consolidate the language and skills learnt at previous levels and equip students for their future foreign language needs in the following areas: language skills (reading, listening, speaking and writing), grammar, vocabulary and commercial knowledge It enables students to perform routine tasks at work and to take part in social interaction in a commercial context Components: Students’ Book Activity Book including a glossary Teacher’s Book Audio CD ﻝﺱ١٨٥ﺍﻟﺴﻌﺮ