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МИНИСТЕРСТВО ОБРАЗОВАНИЯ И НАУКИ УКРАИНЫ

Харьковская национальная академия городского хозяйства


Практические задания к компьютерному курсу

«The Language of Business»

( для студентов 2 курса специальностей 6.030504 - «Экономика предприятий» и 6.030509 - «Бухгалтерский учет и аудит»)


Харьков 2007

Практические задания к компьютерному курсу «The Language of Business»

( для студентов 2 курса специальностей 6.030504 - «Экономика предприятий» и 6.030509 - «Бухгалтерский учет и аудит») / Авт.: Бучковская С.А. – Харьков: ХНАГХ, 2007 - 92с. (англ..яз.)


Автор: С.А. Бучковская


Рецензент: Е.Л.Ильенко, канд.филол.наук,

доцент кафедры иностранных языков


Рекомендовано кафедрой иностранных языков,

протокол № 5 от 12 декабря 2007г.





Introduction

The practical tasks were developed for the business ESP students on the basis of the situational dialogues presented in a computer course ‘The Language of Business’.

The tasks introduce students to the language of business world and provide intensive skills-based training in executive business activities.

The booklet consists of 12 units. Each of the units starts with the lead-in activities providing the possibility to introduce students to the topic under consideration and aimed at developing students’ creative thinking. The lead-in discussion is followed by a complex of activities developing listening, speaking and writing skills as well as those providing the revision of the key grammar phenomena most frequently used in the unit under consideration.

The students are presented with the examples of business correspondence and communication language patterns valuable for business communication.

The practical tasks presented can be used in class as well as the self-study material to develop the communicative abilities in the field of future professional business environment. The available CD with records of all authentic dialogues makes the practical tasks interesting and valuable as the example of learners’ target language.


UNIT 1

New Markets Are Vital


LEAD-IN

1. Look at the title of the unit. Try to predict what problems can be touched in it.

2. How important could the penetration into new markets be for a successful performance of a company?

3. Which factors can be in favour of free international trade or against it? (barriers, dumping, laisser faire, customs, tariffs, protectionism, liberalise, free ports, restrictions, etc.)

4. What information about a new market abroad must be collected before trying to break into it?


^ WHILE-LISTENING ACTIVITIES

1. Listen to the dialogues and discuss in groups of two or three where the situations can take place and who the participants of these conversations are. Is the situation typical for most companies?


2. Understanding the main points

Decide whether the following statements are true (T) or false (F):


1. John Martin read the article in the Times about Abraca. ( )


2. Abraca is a newly independent country which is very rich in gold and

it attracts foreign investments. ( )


3. The company, John Martin works for, produces furniture and office

equipment. ( )

4. John believes that Abraca can be a new export market for their company

as a lot of offices are going to be built around the country. ( )


5. Mr Grant encourages any proposal about new foreign markets as it can

bring huge profits for the company. ( )

6. John Martin tries to persuade Mr Grant to change his attitude to exporting products to Abraca. ( )


7. The company’s attempt to penetrate the South American market was

particularly successful. ( )


8. The main reason of the previous export failure was the quality of

products. ( )


9. John is convinced that it is possible to overcome all red tape in getting

an import licence if they find an agent in Abraca who can sort out the

problem. ( )


10. From Mr Grant’s point of view, conducting a field survey is very

expensive and it’s not the right time to start such a project as their

company has plenty to do in the home market. ( )


11. Being unsatisfied with the General Manager’s policy, John Martin has left the

company. ( )

^ 3. Listen to the dialogue again and check up your answers.


VOCABULARY

1. Read the dialogues. Find words or phrases which mean the same as the following:

1) a product or service that is sold and

sent or supplied to another company …………………………………...


2) the amount of trade in a particular type

of goods, services, investments …………………………………...


3) a business that competes against others …………………………………...


4) the financial return after all expenses

have been accounted for …………………………………...


5) the amount of money required to buy

or to do something …………………………………...


6) an official document that shows that

permission has been given to export the

product. ……………………………………


7) a tax that is paid on goods coming into

or going out of a country ……………………………………


^ 2. Pick out and tick what the following expressions mean:

a lot of debts

1) red tape bureaucratic delay

red ribbon

to make obstacles to other companies

2) to brake into the market to destroy the market

to enter a new market


to give one’s support to a person

3) to back smb up to stand behind smb

to be against smb


to avoid smth

4) to keep up with smth to continue to do smth

to be aware of smth


^ LANGUAGE FOCUS

1. Put the verbs in brackets into the correct tense form.

  1. …………………….. (you/see) the article in The Times this morning about

Abraca?

  1. The income per capita in Abraca …………………….. (rise) fast at the moment.

  2. OK, I …………………….. (try) to convince Mr Grant to change his attitude

to this export project.

  1. I …………………….. (think) about your scheme to sell our products

to Abraca for a long time.

  1. Our failure was because we …………………….. (have) some labour trouble and we …………………….. (not be able) to meet our delivery.

  2. If we …………………….. (find) an agent in Abraca to act for us, he

…………………….. (help) us to sort out the problems with import licence.

  1. The Managing Director …………………….. (decide) not to let me go to Abraca.

  2. This letter …………………….. (just/come) for you.


^ 2. Complete the sentences with one of the following modal verbs or structures

in the appropriate form:

should, must, can, may, be able to, have to

  1. I …………………… keep up with these newly independent countries.

  2. As they are going to build a lot of new offices, it …………………… be a good export market for our furniture and office equipment.

  3. To maintain high profits we …………………… export more.

  4. We …………………… say we …………………… export more, but is the expense worth it?

  5. We didn’t break into the South American market because we had some labour trouble and we …………………… meet our delivery dates.

  6. As there are few direct sailings a lot of goods …………………… be transshipped via Rotterdam, and it causes additional troubles in getting an import licence.

  7. I’m going to consider possible channels of distribution, but we …………………… be able to sell direct to government and oil companies.

  8. To be aware of the real demand we …………………… have a field survey.

  9. We ………………….. live on our old markets for ever.

  10. As Abraca is a young and rich country we …………………… find a big demand for our goods there.

  11. As our opinions differ so much I …………………… think about leaving the firm.

  12. If you are flying to Abraca, I suppose, you …………………… to convince Mr Grant to look for more foreign business to remain competitive.


FOLLOW-UP


WRITING

Write a memo to Mr Grant from Mr Martin. In your memo try to persuade Mr Grant of the advantages of the project to penetrate Abraca’s market. Draw his attention to the necessity to conduct a field survey and offer to go to Abraca.


MEMORANDUM


From:

To:

Date:

Subject:

SPEAKING

Mr Grant’s secretary phones to book a seat for John Martin from London to Abraca.

^ Complete the dialogue, performing the role of the secretary. Details: first class return ticket, morning flight, preferably 10 o’clock flight, on 15 March.

Reproduce the dialogue in pairs.


Reservations clerk: British Airways. Good morning. Can I help you?

Secretary: ………………………………………………………………

^ Reservations clerk: Do you want a morning or an afternoon flight?

Secretary: ………………………………………………………………

Reservations clerk: I’m afraid that flight is fully booked. I’ll just see if there have been any cancellations. No, unfortunately it’s fully booked at the moment.

Secretary: ……………………………………………………………….

Reservations clerk: There are seats available on a flight departing Heathrow 15.30.

Secretary: ……………………………………………………………….

Reservations clerk: No, there are no other flights on that date.

Secretary: ……………………………………………………………….

Reservations clerk: Could I have your name, please?

Secretary: ………………………………………………………………..

Reservations clerk: First class or economy?

Secretary: …………………………………………………………………

Reservations clerk: Single or return?

Secretary: …………………………………………………………………

Reservations clerk: One moment. I’ve booked a seat on British Airways flight BA 775, departing Heathrow 15.30, 15th March. The checking-in time is 14.30, in Terminal 3.

Secretary: …………………………………………………………………

Reservations clerk: The weight allowance is 20 kilos per traveller, excluding hand luggage.

Secretary: …………………………………………………………………

Reservations clerk: You should confirm the booking as soon as possible. You can pick up your ticket at the nearest British Airways office.

Secretary: ………………………………………………………………...

Reservations clerk: Goodbye.


UNIT 2

A Visit to the Factory


LEAD-IN

1. In small groups of four or five discuss what the customer may need to know about the producer if he wants to place a big order.

2. In what ways can a company attract its permanent clients? What special offers can be made?

3. What can contribute or damage a producer reputation?


^ WHILE-LISTENING ACTIVITIES

Understanding the main points

1. Number the following ideas depending on the order in which they appear in

the text.



  1. M


    r Duncan is waiting for Mr Grant’s secretary at the reception

area.



  1. Mr Grant’s secretary shows the visitor the office block with the administrative departments and the warehouse.




  1. T


    he secretary suggests Mr Grant to take the visitor round

the factory.


  1. H


    ector Grant is informed that a customer from Mr Macpherson is going to visit the factory.




  1. Mr Duncan discusses the terms of his urgent order with

M


r Grant.


  1. M


    r Fielding, the Works Manager, takes Mr Grant around

the workshops.

7. Mr Grant doesn’t expect a visitor from Mr Macpherson to

be an important customer.

^ 2. Answer the following questions, then, in groups of two or three, compare your answers.


  1. Why didn’t Mr Grant seem interested in Mr Duncan’s visit?

  2. What did Mr Grant’s secretary show the visitor?

  3. What details of the urgent order were discussed in Mr Grant’s office?

  4. Why did Mr Grant change his attitude to Mr Duncan’s visit?


VOCABULARY

  1. Match the following words with the correct definitions.


1) warehouse a) taking goods to the people they have been sent to


2) stock b) a complete list of items that a company sells


3) delivery c) a time or date by which smth must be done or completed


4) catalogue d) a building used to store merchandise


5) quotation e) the goods that a business has for sale at a particular time


6) deadline f) production or yield during a given time


7) output g) a statement of how much a particular piece of

work will cost

1 _ ; 2 _ ; 3 _ ; 4 _ ; 5 _ ; 6 _ ; 7 _


^ 2. Complete the following sentences with the words defined in the first exercise.

  1. Most companies keep a part of their …………….. for future investment.

  2. You can find our latest …………………….. enclosed.

  3. We have to meet the ………………… of our delivery, otherwise the

order will be cancelled.

  1. The company’s annual ………………. is constantly increasing.

  2. To place this urgent order we need to get a ……………… till the end of the

week.

  1. Let’s discuss the terms of ………………. . We need the installations at

our factory by the end of October.

7. We can’t meet this order. We are currently out of ……………….. .


^ LANGUAGE FOCUS

1. Put the verbs in brackets into the correct form according to the ideas of the dialogues presented.

1. If Mr Duncan is like Mr Macpherson, he …………….(take up) the whole day and order almost nothing.

2. If Mr Duncan comes, Mr Grant’s secretary ……………. (take) him round the factory.

3. If I ordered a desk today, how long ……………. it ……………. (take) before I got delivery.

4. I wouldn’t be in your office if I ……………. (not have) an appointment.

5. If the urgent order was placed, we ……………. (take) the furniture from a stock of the faster-moving items.

6. If I ……………. (order) a desk today, how long would it take before I got delivery in Scotland?

7. If you ……………. (meet) our Works Manager, you can ask him about the terms of delivery.

8. If I had an office I wanted you to furnish, how much …………… it ………….. (cost) me?

9. If you ……………. (place) the order, the price would depend on the lines you chose.

10. If you could give me some idea of your requirements, I …………….. (may

be able) to help you.

11. If Mr Grant had known about Mr Duncan’s intension to place a big order, he ……………. (ask) his secretary to inform about someone waiting to see him.

12. If Elizabeth Corby ……………. (know) that the situation changed, she wouldn’t have interrupted the conversation with Mr Duncan.


FOLLOW-UP

SPEAKING

Work in pairs. Make up a short dialogue, decide what the people say in the following situations.


^ STUDENT A


You are George Duncan from Glasgow. You are phoning Mr Grant’s office. Mr Macpherson recommended you Mr Grant’s company to place the order of office equipment and furniture.

You would like to visit the factory. Try to arrange a meeting with Mr Grant.

^ STUDENT B


You are Mr Grant’s secretary.

You are answering the telephone call. Your potential client would like to arrange a meeting with your boss and visit your factory. Find out the details and register the call.



UNIT 3

An Emergency in the Sales Office.


LEAD-IN

Write down a list of a secretary’s responsibilities in the company’s office. Speculate how much time the secretary usually spends on different kinds of activities in the

office (receiving visitors, taking business telephone calls, making arrangements, clerical work, sorting in-tray and out-tray correspondence, typing, etc.) Arrange the list of activities according to their priority.


^ WHILE-LISTENING ACTIVITIES

1. Make the correct choice.

1). Elisabeth asks Mr Baker to send Fenella to the Sales Office because …

A Mr Martin has been away for a long time.

B Fenella needs some training in another department because she wants some change.

C Mr Martin needs somebody’s help because his secretary is ill.


2). Mr Martin is worried about M-type desks ordered by the Netherlands customer because …

^ A the customer is not satisfied with the quality of the product.

B two containers with M-type desks were held-up.

C the cargo wasn’t sent in time.


3). Mr Grant and John are going to employ the agent in Abraca because …

A John has known him for a long time.

B they don’t have any choice.

^ C the agent has a perfect reputation.


4). Mr Grant prefers to get payment …

A using the letter of credit.

B using sight draft.

C in the way Abraca will offer.


5). Mr Martin is not satisfied with Fenella’s work because …

A she is lazy and unhelpful.

B she doesn’t know where the documents are stored.

C she has made a lot of spelling mistakes in the letters.


^ 2. Listen to the dialogue again and recollect in your memory what the responses were in the following situations:


I was wondering if you could help us. Yes, that’s it.

She thinks she’s got flu. I did try to do my best. Honestly I did.

Is this it, Mr. Martin? Oh, I agree.

What about an agent? I certainly will if I can. What's up?

I’m against sight draft. I think I’ve found a good one.

These letters are full of spelling mistakes. I’m sorry to hear that.

Do you think you’ll be able to manage? Oh, I think it’ll be fun to have a

change.

VOCABULARY

^ 1. Complete the text with the words denoting things that can be found in Mr Martin’s office. The initial letters are given.


Like most offices, Mr Martin’s office is a place where he can concentrate on his work and feel comfortable at the same time. He has all the necessary equipment on his d _ _ _ . He has the t _ _ _ _ _ _ _ _ next to the f_ _ machine on the right side of his d _ _ _ . His c _ _ _ _ _ _ _ is in the center of the d _ _ _ with the monitor directly in front of him. He has a comfortable office c _ _ _ _ to sit on and some

p _ _ _ _ _ _ _ of his family between the computer and the telephone. He also has a l _ _ _ near the computer which he uses in the evening if he works late. There is plenty of s _ _ _ _ _ _ _ _ _ in one of the cabinet d _ _ _ _ _ _ : l _ _ _ _ _ _ _ _ _ _, e _ _ _ _ _ _ _ _, staples and a s _ _ _ _ _ _, paper c _ _ _ _, h _ _ _light_ _ _, p _ _ _ and e_ _ _ _ _ _ . In the room, there is a comfortable armchair and a sofa to sit on. He also has a low table in front of the sofa on which there are some industry m _ _ _ _ _ _ _ _.

^ 2. Choose the notions from the box which correspond to the following definitions.


commission, sales invoice, letter of credit, payment, order intake, bills of lading, sight draft



1. a written order to a bank to pay money immediately

to smb …………………………

2. a list giving details of the goods that a ship, etc.

is carrying; it shows that the company

transporting the goods has received them and

allows the buyer to collect them …………………………


3. a request to make, supply or send goods .………………………...

4. a letter that a bank prepares for a customer in

which it agrees to pay smb an amount of money

under particular circumstances, used especially

as a way of paying for imported goods .………………………...


5. the act of paying a person, paying a bill or debt,

or of being paid …………………………


6. a list of goods that have been sold, that is given

to the customer to show what they must pay

and when ………………………....

7. an amount of money that is paid to smb for

selling goods or services and which usually

increases with the quantity they sell .…………………………


^ LANGUAGE FOCUS

  1. In the dialogue colleagues ask each other to do different things. Express their requests in a polite way using the following structures:


Could you ask … to … for me?

Could you …, please?

^ Could you possibly ..., please?

Do you think you could …?

Would you mind … -ing …?

I was wondering if you could …?

I’d like you to … , please.

Will you …?



1) Ask Mr Baker to send anybody to Mr Martin’s office to help him with some office routine work, as Mr Martin’s secretary is ill at the moment.

…………………………………………………………………………………….

2) Tell to sort out the latest in-tray correspondence, letters and memos which have come in while Mr Martin has been away.

……………………………………………………………………………………..

3) Ask Mr Van Eyck to hold on while you are trying to find the shipping documents.

……………………………………………………………………………………..

4) Ask Fenella to find the copies of the shipping documents for the M-type desks sent to the Netherlands.

……………………………………………………………………………………..

5) Tell Fenella to get you the Globe Forwarding Company.

……………………………………………………………………………………..

6) Ask Mr Smith to clarify the situation around the order.

……………………………………………………………………………………..

7) Tell Mr Best to bring up the invoiced sales and order intake for the month.

……………………………………………………………………………………..

8) Ask Fenella to remind that you are having a meeting with Hector Grant.

……………………………………………………………………………………..

9) Tell Fenella to be more careful typing the documents.

……………………………………………………………………………………..

10) Ask Mr Martin if it is possible to work in the department the next day.

……………………………………………………………………………………..


FOLLOW-UP

WRITING


While Mr Martin was out his secretary took a telephone call from the Netherlands about the delivery of M-type desks and wrote the following message. Fill in the message form according to the facts mentioned in the dialogue.





To: __________________________________________________________

____________________________________________________called from

_______________________________________________________________company

Day:_________________________________________________________

Time: ­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­________________________________________________________

S/HE:

  • ^ LEFT NO MESSAGE

  • WILL CALL BACK

  • WANTS YOU TO CALL BACK ON: _______________________

  • LEFT THIS MESSAGE

________________________________________________________

________________________________________________________



UNIT 4

UNIT 4

Trouble with a Special Order


LEAD-IN

1. What does the ‘special order’ mean?

2. Does the company have any special obligations and responsibilities for such an order?

3. Are there any advantages or disadvantages for the company in taking special orders? If the company isn’t able to meet the terms of the order, how can it influence the company’s reputation in a business world?

4. What is the ‘penalty clause’? What does it guarantee the company, which places the order?

5. In groups of four or five try to discuss and write a list of possible measures that could be taken to avoid or minimize the losses if some troubles with urgent orders happen.


^ WHILE-LISTENING ACTIVITIES

Understanding the main points


1. Complete the following sentences, using your own words:

1. Peter Wiles needs John’s tape recorder because ………………………………..

……………………………………………………………………………………

2. John received the memo from Peter Wiles about ……………………………….

……………………………………………………………………………………

3. The reason of not being able to meet the delivery date is ……………………….

……………………………………………………………………………………

4. The company is due to deliver the console control desks by ……………………

…………………………………………………………………………………..

5. If the company doesn’t deliver the desks on time, ………………………………

…………………………………………………………………………………..

6. The company has to accept penalty clauses to ………………………………......

…………………………………………………………………………………..

7. Peter hopes to get some claim compensation from ……………………………...

for……………………………………………………………………………….

8. John found out that the company can’t claim compensation from Mid Wales

Steel Company because …………………………………………………………

9. The delivery of plastic coated sheets are held up because ………………………

…………………………………………………………………………………..

10. Mr Morgan assures Peter of delivering half the items by ……………………...,

it will give the company ………………………………………………………..

  1. The rest of the sheets will be delivered on ……………………. which will give

the company …………………………………………………………………….

12. Paying double time for the work at weekend is reasonable because …………...

…………………………………………………………………………………...

VOCABULARY

  1. Complete the following chart.

noun (person)

noun(phenomenon)

verb

adjective







deliver







compensation







controller
















supply







order
















productive




operation












sell







  1. Complete the sentences with the words from exercise 1.

    1. They decided to meet the General Manager to make a complaint and ask for financial …………………….. .

    2. Our suppliers always …………………. equipment in time.

3. The company is the leading ………………. of office furniture.

4. We can meet your ………………. within two weeks.

5. The situation has changed, we can’t ………………… the situation anymore.

6. They are the largest retail ………………… of furniture and office equipment.

7. A week ago we managed to launch a new ………………. line.

8. The company ………………. 150 branches worldwide.


^ LANGUAGE FOCUS

  1. Rephrase the following sentences using the appropriate modal verb or structure.

1. Could you go and see if John Martin can lend us a tape recorder?

…….………………………………………………………………………..


2. I need a tape recorder because I have to dictate a long report today.

……....………………………………………………………………………


3. We have to get the steel sheets which are necessary for us to meet the

special order.

………………………………………………………………………………


4. It isn’t possible that they are late with delivery.

……….………………………………………………………………………

5. We’re obliged to accept penalty clauses, otherwise we don’t get the contracts.

……………………………………………………………………………….


6. We are able to claim compensation from the steel suppliers.

…….…………………………………………………………………………


7. I’m sure they knew that they couldn’t honour this delivery.

…………………………………………………………………………………


8. Perhaps that is Morgan.

...............……………………………………………………………………….


FOLLOW-UP


WRITING

Work in groups of four. Compare different kinds of correspondence. Consider the layout of a business letter and a fax.


Groups A

Write down a business letter of apologizing in which you try to explain to your customer the reasons of the delivery delay on the console control desks; give your proposals concerning the ways how to solve the problem as soon as possible.




Groups B Write down a fax to your supplier asking for explanations as to the

steel sheets delivery delay, mention how much this delay can cost your company as you are not able to meet the special order.



^ Change your examples of business correspondence. Groups A have to write down the answer to the fax while Groups B have to answer the letter of apologizing.


UNIT 5

The Factory Extension Meeting


LEAD-IN

1. What are the possible reasons to hold business meetings in a company?

2. How often are business meetings held?

3. What is the general procedure of a business meeting preparation?

4. What is the ‘agenda’? Why are the participants of a meeting usually informed about the agenda in advance?

5. Who can be the participants of a business meeting?

6. Who controls the proceedings of a meeting?

7. Who takes minutes? What does this document report?


^ WHILE-LISTENING ACTIVITIES

Understanding the main points

1
Management meeting

AGENDA

Date: 1 March, 2007

Time: 14.00

Venue: Board Room


1. The replacement of the Fuel and Paint Stores to avoid the

danger of fire.


2. The report from the Personnel Manager about the additional working force.


3. The results of the interview with the Building Inspector.

. Here is the agenda of the meeting. Correct the order of the questions under consideration.



^ 2. Complete the statements explaining the reasons of the facts mentioned in the first part of the following sentences:

1) At the beginning of the meeting there wasn’t any need to read the minutes of

the previous meeting because …

2) The permission to start the construction work was delayed because …

3) Mr Wiles is sure that the company ought to have planned a larger extension because …

4) Mr Grant supposes that there is no reason to argue about what to install on the new site as …

5) The Personnel Manager believes that it is of great necessity to start a training programme at the moment because …

6) It is important to replace the Fuel and Paint Stores as …

7) It is reasonable to rebuild the present Manager’s garage as a Paint Store because …


VOCABULARY

1
The company is going to make ………………. . There was some delay in getting bye-law ………………. as the architect had not supplied ………………. plans of the foundations of the new ……………….. . But the Building ………………. has already been given the detailed plans. Some ………………. think that the company should have planned a much ………………. extension in case the company needs to extend in the nearest future. It would …………….. time and money on getting ………………., reorganizing the machine layout and building the ………………. premises. The General Manager believes that they can’t extend very ……………….. . Furthermore the company will need additional labour force. So the company has decided to start a ……………… programme. It will take about five months to build an extension if the ………………. are very efficient. Till that time the company is planning to have enough ………………. workers. So the programme should be started ………………. . In addition the company has to replace the Fuel and Paint Stores.


EXTEND

APPROVE

DETAIL

BUILD

INSPECT

EXECUTE

LARGE

SAVE

PERMIT

ADD

QUICK


TRAIN


CONTRACT

SKILL

IMMEDIATE


SKILL


IMMEDIATE

. Use the word given in capitals at the end of each line to form a word that fits in the space in the same line.



^ 2. During the meeting the participants use different connectives to express

their ideas or draw the other participants’ attention. Try to fix them in mind finding the continuation of the phrase in A in column B:

A

B

^ Well, gentlemen, I don’t think

Yes, Peter.

Well, can you produce enough skilled

workers in six months from now?

I have felt from the beginning that we

ought to have planned a much larger

extension.

^ Well, the position is this:

What is all this going to cost?

Now, let’s get on. Mr Wiles, will you report, please, on the result of your interview with the Building Inspector?

Very well, the meeting is over.

^ Just a minute, gentlemen.

we need to read the minutes of the

last meeting.

As you know,

that the space you are arguing about

does not exist.

^ May I remind you

Just what we need.

May I go on, Mr Grant?

the report from the Personnel Manager.

The next item on the agenda is

skilled labour is getting harder to find.

Splendid!

Yes.

I presume there is no other business?

Yes, I think so.


^ LANGUAGE FOCUS

1. Keeping the minutes, the secretary fixed the following statements. Turn them into reported speech.

1) ‘Is the Board Room ready for the meeting?’ Mr Grant asked Miss Corby.

________________________________________________________________

2) ‘I shall need the drawing of the new extension,’ said Mr Grant.

________________________________________________________________

3) ‘You haven’t forgotten anything?’ asked Mr Grant.

________________________________________________________________

4) ‘I’ve given the Building Inspector the detailed plans,’ Norman Phillipson reported.

________________________________________________________________

5) ‘We mustn’t grow too quickly,’ stressed the General Manager.

________________________________________________________________

6) ‘What will happen, Mr Grant, when we need to expand again?’ asked Peter.

________________________________________________________________

7) ‘Can you produce enough skilled workers in six months from now?’ the General Manager asked Mr Hampden.

________________________________________________________________

________________________________________________________________

8) ‘The Personnel Manager will make an estimate of the cost,’ stated Mr Grant.

________________________________________________________________

9) ‘Where shall we put our cars?’ asked Mr Hampden.

________________________________________________________________

10) ‘I propose to extend the present garage to meet the west wall of the delivery bay,’ Mr Phillipson suggested.

________________________________________________________________

________________________________________________________________

11) ‘If there is no other business, the meeting is over,’ stated the General Manager.

________________________________________________________________


FOLLOW-UP


WRITING

1. Work in pairs. Draft action minutes from the staff meeting presented. Show your minutes to another pair, compare what you have written.



Minutes of the management meeting

Date: 1 March, 14.00

Venue: Board Room

Subject: Factory Extension

Present: Hector Grant, Peter Wiles, John Martin, Ian Hampden, Michael Phillipson


1. Interview with the Building Inspector.


P.W.

2. The necessity of additional working force.


I.H.

3. The replacement of the Fuel and Paint Stores.


M.P.


Next Meeting: 18 March, 14.00

Venue: To be confirmed



UNIT 6

Appointing the New Advertising Manager


LEAD-IN

1. What are the ways the company can inform about a new vacancy?

2. Have you got any experience of applying for a job? What is the common procedure? What documents do you have to prepare?

3. Are there any special recommendations to the person who is going to the interview?

4. In groups of four discuss and write down a list of what skills and abilities the

successful applicant for the position of the Advertising Manager should possess? Compare your ideas with the ideas of the other groups.


^ WHILE-LISTENING ACTIVITIES

1. Listen to the record and among the statements given below tick those that

do not correspond to the content.

1


. The company needs to employ a new Advertising Manager because

it is going to increase its advertising slightly.


2


. Because of unsatisfactory results the company may change the

advertising agency they work with.


3


. The successful applicant will report to the General Manager

for all advertising and to John Martin for public relations.


4. The Advertising Manager would brief the agency on the kind


of advertising campaign as well as would be in charge of getting

the leaflets, brochures and catalogues designed.


5. Mr Windsmore is not considered as a potential candidate because


the company is not planning to go into television, the field that

particularly interests Mr Windsmore.


6


. Mr Martin didn’t think that a woman could have the right qualifications

for the opening in advertising.

7


. Miss Harvey has had a year advertising experience in the Palmer & Vincent Agency so far.


8. After the interview John Martin was sure that he would be able


to persuade the General Manager to employ a woman as she had

the right qualifications and enough working experience.


9


. The General Manager interviewed the two best candidates and

decided to employ Miss Harvey.


VOCABULARY

^ 1. Complete the following sentences using the appropriate preposition.

  1. John Martin has already interviewed some candidates applying ___ the position of Advertising Manager.

  2. The new Advertising Manager will be responsible ___ Mr Grant ___ public relations.

  3. The company regularly advertises ___ the national press.

  4. The company isn’t going to launch an advertising campaign ___ television because it is too expensive.

  5. Mr Windsmore had to get carried ___ with his ideas, as the company doesn’t intend to advertise on TV.

  6. John was a bit surprised when he realized that he had picked ___ the lady for an interview.

  7. Joanna Harvey has already had some working experience, she started her career ___ advertising almost four years ago.

  8. Joanna Harvey had stayed ___ the Palmer & Vincent Agency ___ a year when she decided to change the employer.

  9. The situation seems have changed to better, the company is looking ___.


^ LANGUAGE FOCUS

  1. Formulate Mr Martin’s questions to Miss Harvey using the prompts in brackets. Be careful with the verbs tense form.




    • Ah, how do you do, Miss Harvey.

    • How do you do.

    • Do sit down.

    • Thank you.

    • ………………………………………(begin in advertising)?

    • I joined a training scheme run by the Palmer & Vincent Agency and stayed with them for a year.

    • …………………………………………………………………?

    • Yes, that’s right, that was just before I moved to my present agency.

    • ………………………………………………………….(work)?

    • I've worked with them for the past three years.

    • ………………………………………………(have promotions)?

    • Last year I became an account executive.

    • …………………………………………………(be responsible)?

    • I plan the advertising campaign, co-ordinate the work of the visualiser, the copywriter, artists and typographers. I discuss the layout with the clients, check proofs and, sometimes, have to do the work of the specialists when there's a crisis.

    • …………………………………………………(know that usually all the executives are men)?

    • Yes, but I have always thought that industry is so go-ahead and modern.

    • You are quite high on my list, but everything I can do just try to convince our General Manager. I’ll do my best.

    • Thank you very much.




  1. Here is the list of possible questions to Miss Harvey. Fill in the correct question tags.

1) You are finding more challenging job, ………… …… ?

2) You have had enough experience working in team, ………… …… ?

3) You don’t mind working extra hours, ………… …… ?

4) You like traveling, ………… …… ?

5) You are ready to work abroad for some time, ………… …… ?

6) You would like to improve your knowledge of foreign languages, ………… …… ?

7) You never conflict with colleagues, ………… …… ?

8) You can easily adapt to flexible working hours, ………… …… ?

9) You’ll try to improve our situation in the advertising department, ………… …… ?


FOLLOW-UP

WRITING

D

21 Royal Park, Muswell Hill

London N 10 2 JP


The Human Resources Officer

Harper Office Furniture

80 Campbell Street

London WC2 9AN


10 April 2007


Dear Sir or Madam,


raft Joanna Harvey’s letter of application using information from the dialogue.


UNIT 7

Complaint from an Angry Customer


LEAD-IN

1. What problems can arise when a company delivers its products?

2. What can be the reason for the customer’s complaints?

3. How the company-supplier can avoid problems at the stage of delivery? How does the company react if some products have been damaged or there have been some delay in delivery?

4. Discuss the ways of sending a complaint. Compare which form (fax, email, letter of complaint) is the most reasonable and appropriate in the following cases:

- mistake in a small payment;

- number of goods dispatched;

- damaged goods;

- long delay in delivery;

- braking the terms of the contract.


^ WHILE-LISTENING ACTIVITIES

1. Listen to the conversations and tick the statements reflecting the ideas discussed.


1. John Martin has to deal with a complaint from the customer


concerning the delivery of office furniture.

2. It is the first order from the Bruddersfield Building Society.


3. John decides to send a company consultant from the head office


immediately to clarify the problem and to check everything himself.

4. The tables delivered are of absolutely different model.


5. John finds the inspection record that the goods were checked

before despatch.

6. Mr Shuttleworth, the company’s representative, tries to find out


what happened when the goods arrived.


7. Mr Brown demands money to be returned and wants some compensation

for breaking the terms of the contract.


8. Mr Shuttleworth insists on having a look at the packing materials.


9. The scratched tables are the fault of the supplier.


10. John Martin suggests to respray the desks though the company is

not responsible for the damage.


VOCABULARY

^ 1. Match the following explanations with the appropriate words:

a request to make, supply or send products complaint

send smb somewhere, especially for a goods

special purpose


a statement that smb makes saying that they are not inspection sheet

satisfied


the document proving the act of examining smth, despatch

especially to check that everything is as it should be


things that are produced to be sold unloading


removing things from a vehicle or ship after it order

has taken them somewhere


^ 2. Complete the letter of complaint, received by John Martin, with the words given below changing their form if necessary.

shipment, receive, order, represent, inform, examine, replace, dispatch, damage, goods, complain, delivery, inspect, scratch



^ Attn. John Martin


Dear Mr Martin


Our order No.D67/8-9053


I am writing to you to …………….. about the …………….. of the desks we …………….. yesterday against the above …………….. .


We are sorry to …………….. that nine out of the twelve desks have been badly …………….. .


We are quite convinced that the …………….. were not properly …………….. at your factory before …………….. or they were carelessly packed.


As we suppose it to be entirely your fault we would be greatly obliged if you send your …………….. without delay to …………….. the damage and hope that your company will find possibility to …………….. the …………….. desks by new ones.


We would appreciate a prompt reply, as …………….. must be made before the end of the next week.


Yours sincerely


Jim Brown

Purchasing Manager



^ LANGUAGE FOCUS


1. Rewrite the sentences in the passive.

  1. The company sent the order on Monday.

…………………………………………………………………………………….

2. If it’s their fault, they certainly put the matter right.

…………………………………………………………………………………….

3. They can check the Inspection records.

…………………………………………………………………………………….

4. The customer’s just made a complaint.

…………………………………………………………………………………….

5. They scratched the sides of nearly every desk.

…………………………………………………………………………………….

6. Mr Shuttleworth is still writing reports.

…………………………………………………………………………………….

7. The packers packed the parts tightly into the container.

…………………………………………………………………………………….

8. They should find out the reason for the desks being damaged.

…………………………………………………………………………………….

9. The workers used hooks to drug the packages out on to the loading bank.

……………………………………………………………………………………..

10. The supplier is going to respray the desks.

……………………………………………………………………………………...


FOLLOW-UP


WRITING

^ 1. Write the letter of reply to the complaint about the damage received by John Martin based on the information from the conversations presented.


Attn. Jim Brown


Dear Mr Brown


Thank you for informing us about the damage to our consignment (Inv.No. D67/8-9053).


From our previous transactions you will realize that this sort of problem is quite unusual…


Yours sincerely


John Martin

Sales Manager



UNIT 8

An Accident in the Factory


LEAD-IN

1. What can cause accidents in a factory?

2. Are there any regulations determining the responsibilities of the company if any accident happens at the working place?

3. What measures can be taken to prevent dangerous accidents in a factory?

4. Are there any executives in a factory who are in charge of safety labour control?

5. In what cases can the injured worker sue the company for the damage to his health? What is the usual procedure?

6. In groups of four discuss what compensation a company can provide to the worker in case of any accident at the working place?


^ WHILE-LISTENING ACTIVITIES


1. Listen to the conversations and choose the correct answer to the questions given below.

1. Why didn’t Ted Fielding go straight to the Personnel Manager when the accident happened in a factory?

A It’s not the responsibility of the Personnel Manager.

B The Personnel Manager was interviewing new candidates for the job.

C The Personnel Manager was away that week.


2. What caused the accident in the Fitting-shop?

A Red Arnold was not provided with special goggles while working the grinding machine.

^ B Red Arnold didn’t take necessary precautions and was not wearing goggles to protect his eyes.

C The foreman drew Red Arnold’s attention while he was working the

grinding machine.


  1. Why didn’t Peter Wiles rush to come to the injured person?

^ A Peter thought it wasn’t his responsibility.

B He wanted to keep out of the way as industrial accidents could be very tricky and it was necessary to examine the situation first.

C He was very frightened to come up to the injured person.

  1. Why did the shop steward consider the safety precautions as inadequate?

^ A It is necessary to employ a full-time safety manager.

B There wasn’t any notice warning the workers to wear goggles.

C The working place wasn’t equipped properly.



  1. Why wasn’t Reg Arnold going to sue the company?

A Reg Arnold wasn’t sure if he would win the case.

B It was entirely his fault.

C He didn’t have enough evidence.


VOCABULARY

^ 1. Listen to the conversations again and complete Description of events in the Accident Report. The initial letters are given.


__________________________________________________________________

Accident report

__________________________________________________________________

Date: 25 March 2007

Place: Fitting-shop, Production Department


Accident: Injured person


Description of events

Reg Arnold, the worker of the Fitting-s _ _ _ , was working the grinding m _ _ _ _ _ _ and a lot of steel filings flew up. As the worker did not put on g _ _ _ _ _ _, his eyes were not p_ _ _ _ _ _ _ _ and were seriously d _ _ _ _ _ _. The worker had been taken to the f _ _ _ _ a _ _ room until the a _ _ _ _ _ _ _ _ arrived. Reg Arnold is being in hospital at the moment under the permanent medical observation. His condition is satisfactory. Red Arnold did not put in any claims to the company as he a _ _ _ _ _ _ _ the accident to be entirely his own f _ _ _ _ . He is not going to s_ _ the company.


Recommendations

Keep strictly s_ _ _ _ _ p_ _ _ _ _ _ _ _ _ _ .

Improve control over the working process by the shop supervisor.

Check the availability of w_ _ _ _ _ _ n_ _ _ _ _ _ hanging over every machine.

Employ a full-time s _ _ _ _ _ manager.

Report Approval:

Witness Shift Supervisor Shop Steward

David Greed Tim Marchard Jack Green


^ LANGUAGE FOCUS

The constructions should/ought to + perfect infinitive are used to show that somebody did the wrong thing in the past. Use the structures to express some kind of criticism of what people did or didn’t do in the past.


1. Ted Fielding ………………………………………….(go) to the Personnel Manager right after the accident in the Fitting shop.

2. The supervisor ………………………………………….(notice) that the worker wasn’t wearing goggles.

3. The supervisor …………………………………………. (insist) that the worker put the goggles on.

4. The safety precautions …………………………………………. (be) more adequate.

5. A full-time safety manager …………………………………………. (be employed).

6. Peter …………………………………………. (worry) about Red Arnold suing the company, as he admitted it was entirely his fault.

7. Peter …………………………………………. (be) so tough concerning the injured person.

8. Peter Wiles ………………………………………….(see) the injured worker into the ambulance.

9. Red Arnold …………………………………………. (take) precautionary measures while he was working the grinding machine.


FOLLOW-UP


SPEAKING

In groups of five distribute roles of John Martin (Sales Manager), Peter Wiles (Production Manager), Ted Fielding (Works Manager), Jan Hampden (Personnel Manager) and Jack Green (the shop steward). Roleplay the meeting organized by John Martin to investigate the accident happened in the Fitting shop. Try to be convincing expressing your opinion concerning the existing precautionary measures in the shops and suggest some new measures to improve labour safety.

Use the phrases given below to organize effective discussion.


^ To start the meeting:

Right, can we get started please, everybody?

Right, let’s get down to business, shall we?

To introduce the subject for discussion:

Today, we’re going to talk about …

What I want to discuss today is …

To remind people of the facts:

As you know, …

Most of you know that …

To ask for opinions:

What do you think about…?

What’s your opinion/view?

How do you feel about this?

I’d like to hear your view on this.

Would you like to comment …?



To express opinions:

I think/suppose that ...

I strongly believe that ...

I suspect that ...

I'm pretty sure that …

I'm convinced that ...

In my opinion ...,

The way I see it ...

It is fairly certain that …

I honestly feel that …

Without any doubt ...

As far as I'm concerned ...

If it were up to me…

I am of the same opinion.





To express disagreeing:

I don't think that...

I'm afraid I don't agree...

But what about...

Frankly, I doubt if...

Let's face it …

The truth of the matter is...

The problem with your point of view is that...

I am of a different opinion because …

I cannot share this / that / the view.

I cannot agree with this idea.

What I object to is …





Interrupting:

Now, hold on a second.

Wait a minute.

Could I just make a quick point, please?

I’d like to come in here, if I may.




  1   2   3   4   5   6

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