Слепович. Business Communication

&Что нужно для успеха в бизнесе

Situation 2.

Jack Barnes sells computers. Bob Wright needs a computer. He was in Mr. Barnes' store last week. Mr. Barnes sees Mr. Wright on the street.

1.Who is a better salesman Jack Barnes or Bill Smith? Why?

2.Which customer is more pleased Marry Kent or Bob Wright? Why?

3.Who would you buy something from? Mr. Smith or Mr. Barnes? Why?

4.Do you ever forget a name? If yes, how does it make you feel? Embarrassed? Apologetic? Unconcerned?

5.Has anyone forgotten your name? How did you feel? Embarrassed? Angry? Unconcerned?

How about you? (Yes /No /Sometimes) Please explain your answer.

1.Are you good with names?

2.Are you good with faces?

3.Is it important to remember names?

4.Is it important to remember faces?

Spelling for clarification

Some letters sound alike when we spell. For example, В sounds like D.

To clarify, it's a good idea to ask: "B as in boy, or D as in dog?"

Do people sometimes confuse letters in your name when they spell it? You may need to give examples. Look at the following examples of spelling clarification. Add more examples.

190

Business Hint:

Use last names until people ask you to use their first name.

Mark Brown: How do you do, Mr. Grant?

Bob Grant: Please call me Bob.

Bob Wilson: Do you have a card?

Julie Robins: No, I'm sorry. I'm out of cards. / Yes, here you are. - Bob Wilson: Let me write down your name and number. / Thank you.

USA

E-mail: irob@aol.com Ph.: (521)554-6434

191

&Что нужно для успеха в бизнесе

Associate the name with something. To remember a person's name, write something about the person on his/her card.

Help people remember your name. After you meet someone, write him or her a letter. This letter is called a follow-up letter.

Situation:

Ken Woods sells photocopiers. Charles Watts is a potential customer. Ken writes Charles a follow-up letter.

*Central Photocopiers

345 West Broadway

New York, NY 10007

212-5534545

* * *

January 18,1995

M r . Charles Watt

Acme Machine Works

1230 Central Street

Newtown, Connecticut 20007

Dear Mr. Watts:

Thank you for coming to our store yesterday and looking at our new photocopiers. If you have any questions, please call me.

Sincerely yours,

Ken Woods

192

What you need for success in business ffi

Situation:

Bob Wright sells computers. Jack Barnes is a potential customer. Bob writes Jack Barnes a letter.

*Energo Computers*

442 Walton Drive

Reading, Massachusetts 01845

February 21, 1994

M r . Jack

18 South Street

Reading, Massachusetts 01845

Dear Mr. Barnes:

Situation:

You sell fax machines. Your classmate called you about your fax machines.

Write him or her a letter.

Review remembering names:

193

&Что нужно для успеха в бизнесе

Introduce yourself to your classmate. Follow the above pattern.

Exchange business cards with your classmates.

a r r

•Remember names and faces.

•Don't be shy.

•Ask for clarification.

•Ask for business cards.

•Write follow-up letters.

1.3.Умение работать в команде (Be а Те am Played

Compare and discuss two situations.

Situation 1.

David Hunter has worked for Holiday Travel Company for 15 years. He is a purchasing clerk. He wants to be the director of Purchasing Department someday. George Monroe is a new employee. He is a purchasing clerk, too. It's his first day on the job.

194

D.H.: Believe me. Just stay away. Also don't talk to that woman there. If you need anything, just ask me.

Situation 2.

Ron Howard has worked for the East West Trade Company for 10 years. He is assistant manager for Pacific Sales. He wants to be Vice-President of International Sales Department. Mark Curtis is a new employee. He will work with Mr. Howard. It's his first day on the job.

M.C.: Hi! My name is Mark Curtis. I'm the new assistant manager of

1. Who is a friendlier colleague - David Hunter or Ron Howard? Why?

2.Who feels more comfortable - George Monroe or Mark Curtis? Why?

3.Why doesn't Mr. Hunter want Mr. Monroe to talk to the other employees?

4.Who would you like to work with - Mr. Hunter or Mr. Howard?

5.Why is it important to be a good team player?

How about you?

Which of these characteristics describe you ? (Yes / No / Sometimes)

195

ФЧто нужно для успеха в бизнесе

WRITING THANK-YOU NOTES

Situation:

Mr. Smith invited Mrs. Pomeroy to a reception at the company's new office.

*Mable Pomeroy*

29 Bucks Lane

Deer Glade, North Carolina 30303

September 16, 1995

Mr. Frank C. Smith

Smith Services, Inc.

Durham, NC 30303-4444

Dear Mr. Smith:

It was very nice to invite me to your reception last night. I enjoyed the chance to see your beautiful new offices and to talk with you again.

Thank you for your kind invitation. Best wishes for the future.

Sincerely yours,

Mable Pomeroy

Situation:

Mr. White invited a client, Mrs. Rosalind Prince, to a seminar on improving telephone skills.

Complete a thank-you note with these words:

Dear, invitation, nice, Thank, chance, future, last, Sincerely, the.

196

What you need for success in business ffi

yours,

Rosalind Prince

Situation:

Mr. Easton invited you to a workshop on remembering names. Write a thankyou note to him.

•Make new colleagues feel welcome. " Learn about your colleagues.

•Know people's job titles.

•Write thank-you notes.

•Be a good team player.

197

&Что нужно для успеха в бизнесе

Ш Е И HAVING A SUCCESSFUL / UNSUCCESSFUL TALK

Compare and discuss two situations.

Situation 1.

Mark Winston wants Sam Tenly to meet Mary Chapin. Mr. Tenly is the VicePresident of the European Sales Department. Ms. Chapin has just returned from a three-week visit to the European offices.

M.W.: Sam, I'd like to introduce you to Mary Chapin.

M.Ch.: How do you do?

S.T.: How do you do?

M.W.: I'll let you get acquainted.

Sam: Well, it was nice to meet you.

Mary: Nice to meet you, too. Good bye.

Situation 2.

Bill Revson, a potential client, is visiting from Toronto. Tom Patterson is introducing him to the employees of the company.

T.P.: Bill, I'd like you to meet Jane Steele. Ms. Steele, this is Bill Revson. Mr. Revson is visiting us from Toronto.

J.S.: How do you do, Mr. Revson? B.R.: How do you do, Ms. Steele.

T.P.: Ms. Steele is the manager of our Accounting Department. She is also a great golfer.

J.S.: Tom tells me you play golf, too. Why don't you join us for a few rounds tomorrow?

B.R.: Thank you. I'd love to join you.

198

What you need for success in business ffi

1.Who makes better introductions - Mr. Winston or Mr. Patterson? Why?

2.Who feels more comfortable - Mr. Revson or Ms. Chapin?

3.Who is more interested - Mr. Tenly or Ms. Steele?

4.What did Mr. Revson and Ms. Steele have in common?

5.What did Mr. Tenly and Ms. Chapin have in common?

6.How could Mr. Winston help Mr. Tenly and Ms. Chapin get acquainted?

When you are with strangers,...

1.you introduce yourself.

2.you tell something about yourself.

3.you are shy.

4.you tell something about others.

5.you wait to be introduced.

6.you let the other person start the conversation.

7.you look for things in common.

Situation:

Ms. Jones is a retired accountant. She is 60. Mr. Brown is a Director of Sales. He is 45.

199