- •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
a) Read the correspondence below and say what kind of message each of them is.
Hi Sue, I got the letter you sent on 2nd of March. You want the artwork by the 20th? You must be joking! If you want a good job it’s going to take at least three weeks. You’ll be lucky to get anything from us until early April. Anyway, you haven’t even paid for the last artwork we sent you! We need money right now. You’re not getting anything else until you pay. All the best |
Dear Sue, Thanks for your email of March 2. I’m sorry, but we can’t deliver the artwork by March 20. We’ll need three weeks for this job, but I’m sure the results will be really good. I see that you haven’t paid our last invoice yet. It’s going to be difficult to send any more artwork until you pay. Please try and deal with this as soon as possible. Best wishes |
Dear Sue Taylor Thank you for your letter of March 2. Unfortunately it will not be possible to deliver the artwork my March 20. To complete this job to our normal high standards will require three weeks. We are sure that you will be pleased with the results. We note from our records that our last invoice has not been paid. We would like to remind you that we are unable to supply further artwork until this invoice is paid. We look forward to receiving your payment shortly. Yours sincerely |
b) Compare the styles of the messages. Present your results in the form of a table, as shown below.
Formal Letter |
|
Informal Letter |
Dear Sue Taylor |
Dear Sue |
Hi Sue |
Thank you for your letter… |
Thanks for your email |
I got the letter… |
2. Put the parts of the addresses in the correct order.
John Smith/ 8/ Quality Cosmetics Ltd./ Victoria St./ Sales Manager/ London/ EC4;
36/ Canada/ Messrs. Williams & Werner Ltd./ Toronto/ Tower Street/ 4JS;
EC4/ 222/ London/ Central Bank Ltd./ Middling Street/ The Branch Manager;
Messrs. Jones & Company/ William B. Brown/ 5/ Queensland/ Managing Director/ Brownside/ Australia/ Green Street;
Co./ The Anglo-American/ Street/ 2312/ Pennsylvania/ Shipping/ Chestnut/ Ltd./ Philadelphia;
1326/ Davenport/ Midwest Division/ John/ President/ Market Street/ Iowa/ B. Green/ Paint Company/ American;
11/ WI 53405/ United Packaging/ East Shore Drive/ Ms/ Marketing Coordinator/ Wisconsin/ USA/ Alison Freeman/ Green Bay/ Inc.;
Sales Manager/ Canberra/ Liverpool Street/ Mr/ Independent Products/ 18/ R.G. Flinders/ AUSTRALIA/ Pty/ NSW 2170.
3. Match the beginnings and endings below, and then identify the purpose of writing the letter from which each pair of paragraphs is taken.
Beginnings |
Endings | ||
1) |
I am writing in response to your advertisement in yesterday’s Daily Scope concerning a vacancy in your sales department.
|
a) |
We feel confident that you will find something in our range that meets you requirements and look forward to receiving your order. |
2) |
I am writing in reply to your letter requesting information about our products. |
b) |
I hope that these changes will not cause too much inconvenience and that you will still be able to attend. |
3) |
I am writing in my capacity as chairman of the residents’ association to draw your attention to the problem of excessive noise levels in our neighbourhood.
|
c) |
I am available for an interview any weekday between 9 am and 5 pm, and I look forward to meeting you in person to discuss the possibility of my employment. |
4) |
I am writing to request permission to use the company premises for a meeting which will be held during the holidays. |
d) |
We trust you will give this matter your urgent consideration and look forward to receiving any suggestions you might have to help overcome the problem.
|
5) |
I am writing to advise you of the changes in the schedule for the forthcoming seminar on “Direct Selling.” |
e) |
We would be extremely grateful if you were to allow us to use the facilities for the duration of our meeting. Thank you in anticipation of your kind cooperation. |