- •Е.В. Дводненко
- •Table of Contents
- •Введение
- •Section I. English for telephoning Useful vocabulary for successful telephoning in English
- •Text I. Business Telephoning Etiquette
- •The Business Etiquette of Transferring a Call
- •Appropriate greetings and endings
- •Gathering information
- •Listening skills
- •Suggesting and verifying a course of action
- •Taking notes
- •Dealing with difficult callers
- •Things to avoid when on the phone
- •Practice: Connecting
- •Messages
- •Wrong number
- •Appointments
- •Ordering
- •Text II. Business Telephoning Language
- •Practice:
- •Section II. English for meetings Useful vocabulary for successful meetings in English
- •Text I. Business Meetings Organization
- •Practice: agenda setting
- •Interruptions
- •Agreeing and disagreeing
- •Any other business (aob)
- •Text II. Business Meetings Language Etiquette
- •Practice:
- •Section III. English for negotiations Useful vocabulary for successful negotiations in English
- •Text I. The Art of Negotiations
- •Practice tricky conversations
- •Resolving difficulties
- •Asking for a pay rise
- •Difficult clients
- •Text II. Giving your personal viewpoint
- •Practice:
- •Section IV. English for presentations Useful vocabulary for successful presentations in English
- •Text I. Business Presentations & Public Speaking
- •Practice: Opening
- •Questions
- •Section V. English for business correspondence Useful vocabulary for writing business letters
- •Text I. Business Letter Etiquette
- •Practice
- •Text II. Notes on business correspondence Business Letter Contents
- •1St Check: Look at the text as a whole
- •2Nd Check: Check your text for detail
- •Marlene Leach
- •Layout of Envelopes
- •Practice
- •4. Match the beginnings and endings below and identify which letter a) is a letter of complaint, b) offers an apology, c) is an application for a job.
- •Text III. 20 Tips of Business Writing
- •Text IV. Resumes and Covering Letters
- •Summary
- •11 Tips of Success
- •Additional reading cross cultural business communication
- •Text I. What is Culture?
- •Text III. International Business Etiquette
- •Text IV. Intercultural Communication Tips
- •Text V. Cross Cultural Marketing Blunders
- •Text VI. More Results of Poor Cross Cultural Awareness
- •Text VII. Stereotypes: An Intercultural No-No
- •Involve
- •Text VIII. Business Meeting Etiquette
- •Informal Meetings
- •Text IX. Cross cultural negotiation
- •Text X. Techniques for Resolving Cross-Cultural Disputes
- •Techniques:
- •Text XI. The Business Lunch and Cultural Differences
- •Text XII. Business Card Etiquette
- •Text XIII. Cross Cultural Gift Giving Etiquette
- •Text XIV. Cross Cultural Presentations
- •Text XV. Intercultural Factors When Making International Presentations
- •Text XVI. Cross Cultural Advertising
- •Text XVII. Hurdles to Cross Cultural Business Communication
- •Text XVIII. Cultural Communication across Languages
- •Text XIX. Ten Strategies for Success Abroad
- •Text XX. Cultural Sensitivity in Business
- •Список литературы Основная
- •Дополнительная
- •Интернет-ресурсы
Practice tricky conversations
All managers sometimes have to have difficult conversations with people working under them. What is the best way to give negative feedback?
Imagine you are unhappy with the behaviour of a member of your team. You have decided to raise the issue with this person and tell him or her that you would like to see an improvement. What words or phrases might be useful in this tricky conversation?
Listen
Now read to a tricky conversation at work between a manager and an employee. Michelle has come to Sean complaining that she did not get a job recently. How does Sean react? As you read, try to mark the phrases below.
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Sean: Okay, well, I’m not going to get into a discussion about who deserved to get the job. Clearly, the person who was appointed was the right person for the job. What you need to do is look at your work and what you’re doing and where that’s taking you in your career. But bearing in mind that you are still employed to do a job and I expect you to do that job with a certain attitude. You’re meeting members of the public quite regularly - it’s important that you aren’t unhappy, or at least that you don’t show it. This meeting is really just to let you know I’m not happy with the effort that you’ve made...
Michelle: Okay …
Sean: … and I really want to see some improvement. I know it’s difficult. I know that it’s depressing not to get a job, but you’ve got to snap out of it, you’ve got to get on with the job that you’re doing now.
The dialogue contains a total of ten mistakes. Try to correct the mistakes, then check.
Sean: Okay, well, I’m not going to get onto a discussion about who deserved to get the job. Clear, the person who was appointed was the right person for the job. What need you to do is look at your work and what you’re doing and where that’s taking you in your career. But bearing to mind that you are still employed to do a job and I except you to do that job with a certain attitude. You’re meeting members of the public quite regularly - it important that you aren’t unhappy, or at least that you don’t show it. This meeting is really just to let you know I’m not happy of the effort that you’ve made...
Michelle: Okay…
Sean: …and I really want to see some improveness. I know is difficult. I know that it’s depressing not to get a job, but you’ve got to snip out of it, you’ve got to get on with the job that you’re doing now.