Limba engleza in afaceri

Limba engleza in afaceri

Manual pentru uzul studentilor

Anul I

Introducere

Manualul de fata se adreseaza studentilor de la Inginerie I.D., in vederea studiului individual si a pregatirii pentru evaluarile semestriale la disciplina Limba engleza in afaceri.

Materialul de studiu cuprins in manual este impartit in 4 capitole, care acopera diferite aspecte ale activitatilor din domeniul afacerilor. Sunt abordate principalele probleme gramaticale, cum ar fi folosirea timpurilor in limba engleza, gradele de comparatie ale adjectivelor etc., cu exemple din lumea afacerilor. Fiecare capitol cuprinde exercitii care urmaresc punerea in practica, imbogatirea si verificarea cunostintelor de gramatica si de vocabular. Este indicata rezolvarea cu atentie a acestor exercitii deoarece acestea faciliteaza rezolvarea sarcinilor propuse in temele de casa. Se recomanda totodata consultarea dictionarelor mentionate in bibliografia pentru temele de casa sau a altor dictionare de proportii mai mari decat dictionarele de buzunar. Textele cuprinse in manual au fost preluate si prelucrate conform cerintelor programei disciplinei. O atentie deosebita este acordata exprimarii in scris in limba engleza, cu accent pe redactarea scrisorilor de afaceri.

Parcurgerea manualului impune un nivel mediu de cunoastere a limbii engleze.

Fiecare capitol este urmat de un test de autoevaluare.

Anexele 1 si 2 de la sfarsitul manualului contin temele de casa propuse pentru rezolvare.

FACE TO FACE

Asking questions. Meeting and greeting people. Countries and nationalities.

Asking questions    Grammar

A Sample sentences

A: Who approved this order

B: I'm afraid I really have no idea.

A: It was Jim, wasn't it?

B: Jim, you approved this order?

C: Yes, I did. Why? Is there a problem?

A: Yes, half of the goods haven't been delivered.

C: Yes, I know. But could you just look at the accompanying note? It explains everything.

B Form

There are three forms of question:

-direct questions

-indirect questions

-statement questions (+ question tag)

1. Direct questions

There are two types of direct questions:

-wh-questions, which start with a wh-question word (including how):

Who approved this order?

-yes/no questions, where the answer is yes or no:

Is there a problem? -Yes.

The basic word orders in a question are:

question word (+ noun) + verb phrase

Who saw you? (who is the subject: John saw me.)

Which plant will be closed down?

question word + auxiliary (or auxiliaries) + subject + verb + other elements of verb phrase

Who(m) did you see? (who is the object: I saw John.)

What can you do about it?

2. Indirect questions

Indirect questions comprise:

-a question word (wh-, if or whether)

-a clause with the verb in statement word order:

I don't know which results you are talking about. (not: are you talking about)

But could you tell me where I can find the book? (not: can I find)

3. Statement questions

There are two types of statement questions:

-a statement with rising intonation:

Jim, you approved this order?

-a statement + question tag

Jim, you didn't approve this order, did you?

C Uses

1. Direct questions

Below are the main wh-questions according to question word:

a Asking about people -who, whom:

Who approved this order? (who asks about the subject.)

Who(m) are you going to visit in Japan? (In normal speech we use who to ask about the object as well; in formal speech and writing we use whom.)

Who(m) did you place the order with? (In normal speech we use who to ask about the prepositional object; in formal speech and writing we use whom.)

With whom did you go to France? (whom asks about the prepositional object. This structure is more formal than the previous one.)

b Asking about things -which, what:

Which agency are you going to use? (which + noun asks about the subject.)

What did you decide in the last meeting? (what asks about the object.)

c Asking about the time -when, (at) what time:

When do you plan to be in Paris?

(At) what time/when did you leave the office?

d Asking about the place -where:

Where did you hold the conference last year?

e Asking for the reason -why:

Why are you so concerned about the quality?

f Asking about the length of time -how long:

How long does it take you to get home in the evening? (not: how long time?)

g Asking about the distance -how far:

How far do you have to travel each day?

h Asking about the frequency -how often:

How often do you travel abroad?

i Asking about the manner -how:

How are you going to persuade your staff to accept the new contracts?

j Asking about quantity and amount -how many, how much:

How many subsidiaries do you have in Europe?

How much did you pay for the address list? (not: how much money?)

k Asking about dimensions and specifications -how long/small, etc.

How big/long/wide/deep/high/small will the cabinet be?

2. Indirect questions

We use indirect questions in:

-Reported questions

She asked which order Jim had approved.

-Polite requests

Could you tell me which order you approved?

3. Statement questions (+ question tag)

We use these to ask for confirmation.

-Asking for confirmation of a positive statement:

Jim, you approved this order?

Jim, you approved this order, didn't you?

-Asking for confirmation of a negative statement:

Jim, you didn't approve this order?

Jim, you didn't approve this order, did you?

Exercises

Exercise 1: Read the following list of questions. Classify them according to the question types

(A. Direct yes/no questions; B. Direct wh-questions; C. Indirect questions; D. Statement questions with rising intonation; E. Statement questions + tag)

1. Are you agents for Fisher equipment?

2. Where can I find this type of product?

3. You're not serious?

4. Fisher are market leaders, aren't they?

5. So you believe they're expensive?

6. Do you think there are better goods available?

7. Can you tell me how reliable they are?

Exercise 2: Imagine that you're talking to someone who talks rather unclearly, and that you can't catch some of the information he gives you. Write down the questions you'd ask this person to find out the missing (- - -) information. The first has been done for you.

1. 'I work for - - -.'

Who do you work for?

2. 'I live in - - -.'

Where . . . . . . ?

3. 'I've been working here for - - - years.'

How . . . . . . . . . . . . ..?

4. 'We keep our sales files in the - - - room.'

Which . . . . . . . . . . . . . ?

5. 'We never phone in the morning because - - -.'

Why . . . . . . . . . . . . . . . . ?

6. 'I started working for this firm in 19- -.'

When . . . . . . . . . . . . ..?

7. 'I'd like a - - - room for two nights, please.'

What kind of . . . . . . . . . . .?

8. 'I heard about this product from Mr - - -.'

Who . . . . . . . . . . . ?

9. 'The complete package costs only $ - - -'

How much . . . . . . . . . . ..?

10. 'They printed - - - thousand copies of the company report.'

How many . . . . . . . . . ..?

Exercise 3: Complete these sentences, using question tags. The first has been done for you.

Note: A question tag is a short clause added to a statement to turn it into a question, e.g. 'don't you' or 'isn't it?'. The main function of a tag question is to cue a response from the listener or obtain his or her agreement to the original statement.

1. They don't normally pay their account late, do they?

2. The phone number is 518361, . . .?

3. They'll let us know before the end of the month, . . .?

4. We can send the catalogues by surface mail, . . .?

5. They can't provide the information we need, . . ?

6. She isn't in the office today, . . ?

7. This machine doesn't operate automatically, . . ..?

8. You know a great deal about economics, . . . .?

9. You've studied this subject for some time, . . ..?

10. We shouldn't interrupt the meeting, . . . ?

11. You're waiting to see Miss Weber, . . ..?

12. It must be quite difficult to sound efficient and friendly towards the end of a long hard day, . .?

Meeting and greeting people

Exercise 4: What would you say in these situations? Write down the exact words you'd use. The first has been done for you as an example.

1. The customer services manager, Mrs Hanson, doesn't know Linda Morris, the new export clerk.

'Mrs Hanson, I'd like you to meet Linda Morris. She's our new export clerk.'

2. Your boss says to you, 'This is Tony Watson. He's visiting us from Canada.'

3. Tony Watson says, 'Hi. I think you know one of my colleagues: Ann Scott.'

4. You've been introduced to someone by name, but later in the conversation you can't remember the person's name.

5. You enter an office full of strangers one morning. Someone asks if they can help you.

6. A visitor arrives after travelling a long distance to see you.

7. Your visitor looks thirsty.

8. It's time for you to leave. You look at your watch and see that it's later than you thought.

Countries and nationalities

Exercise 5: Complete each sentence with the appropriate nationality word. Remember to use Capital Letters. The first one has been done for you.

1. If he comes from Cairo, he must be Egyptian.

2. If she lives in Paris, she must be . . .

3. If they live in Brussels, my guess is that they are . . . . .

4. If she comes from Geneva, she's . . . . , I suppose.

5. He works in Vienna, so I think he's . . . .

6. As she's from Copenhagen, I presume she's . . . . .

7. If she lives in Sofia, she may well be . . . . .

8. As they live in Athens, I think they're . . . .

9. Her home town is Amsterdam, so I guess she's . . . . .

10. Their head office is in Stockholm: they're a . . . . firm.

11. If they work in Lisbon, I expect they're . . . . .

12. If they come from Edinburgh and Cardiff, they're both . . . . .

13. He lives in Rome, so I suppose he's . . . . . ..

Test de autoevaluare (capitolul I)

I. Complete the following statements using the correct question tag. Choose from a, b, c and d.

1. The secretary is talking on the phone, ?

a. doesn't she

b. isn't she

c. isn't it

d. is she

The manager won't forgive him for sending the wrong order, ..?

a. will he

b. isn't it

c. won't he

d. would he

3. This company develops new products every year, ?

a. isn't it

b. does she

c. does it

d. doesn't it

4. You got the loan last year,..?

a. didn't you

b. got you

c. did you

d. do you

5. The staff can attend the meeting, .?

a. can't it

b. can it

c. can't they

d. can't it

6. She has told you about her job,..?

a. hasn't she

b. has she

c. hadn't she

d. has she not

II. Find the correct missing word. Choose from a, b, c and d.

1. Partners not only take an active part in the management of the business but they share the resulting profit or as well.

a. lost

b. loss

c. loose

d. lose

2. Her home town is Amsterdam , so I guess she's ..

a. Swedish

b. Swiss

c. Dutch

d. Danish

3. If they work in Lisbon, I expect they're ..

a. Spanish

b. Mexican

c. Belgian

d. Portuguese

4. A .. is a grant of money, especially one paid by a government to an industry suffering financial difficulties.

a. subsidiary

b. subsidy

c. loan

d. load

5. An . is a list of the points to be discussed at a meeting.

a. agenda

b. agent

c. arrangement

d. timetable

6. Our products must . the requirements of potential buyers.

a. belong

b. behave

c. treat

d. meet

Key

I

1/b 2/a 3/d 4/a 5/c 6/a

II

1/b 2/c 3/d 4/b 5/a 6/d

2 ON THE PHONE

Using the phone. Present simple and present continuous. Making different kind of calls; taking and leaving messages.

Using the phone    Vocabulary

Exercise 1: Decide which of the verbs fit best in the following sentences. What other verbs could you use instead?

be over call back/ring back cut off give up hang up hold on

look up pick up put on put through get through

1. The phone 's ringing. Why don't you . . . . . the receiver?

2. Mrs Scott isn't available at the moment. Can you . . . . later?

3. Can you . . . . .. Mr Dumas's number in the directory please?

4. I'm afraid she's with a client, shall I . . .. you . . . . to her secretary?

5. I'm sorry about that. I'm glad you're still there. We must have been . . . . . for a moment.

6. Mr Green never seems to be in his office. I've been trying to . . . . .. to him all morning.

7. Could you . . . . . for a moment, I'll just find out for you.

8. Is Graham there? If so, could you . . . . . .. him please?

9. If the telephonist says 'Thank you so much for calling' and plays me that electronic music again, I'll . .

10. You'll never get New York at this time of day. If I were you, I'd . . . . .

11. If an American telephonist asks 'Are you through?', she wants to know if your call . . . ..

Present Tenses    Grammar

Present Simple

A Form

The present simple tense comprises:

one part in the positive, i.e. V1 (s) ( the infinitive without to + s in the third person singular)

two parts in the negative and interrogative, i.e. do/does + V1

B Uses

We use the present simple tense to talk about:

general or permanent states or situations:

The company manufactures a wide range of products.

regular habits or happenings:

He spends every other week in New York.

officially programmed future actions:

The plane takes off at 5 p.m.

a truth or current belief:

Company cultures evolve and develop.

These adverbs are typically used with the present simple:

always generally occasionally frequently sometimes often usually normally on a regular basis regularly twice a year once a week every year every two weeks every other month once in a while from time to time never rarely hardly ever seldom

Present Continuous

A Form

The present continuous tense comprises two parts:

the present tense of "to be" + V1ing ( the infinitive without "to" + ing)

B Uses

We use the present continuous tense to talk about:

actions in progress at the moment of speaking:

I'm phoning to my manager now.

2 temporary actions not necessarily in progress at the moment of speaking:

While she's looking for accommodation, she's staying with us.

3 planned future actions:

We're having a meeting tomorrow.

Some typical adverbs used with the present continuous:

at the moment now just now right now this morning today presently (US)

for the moment

Some verbs (known as 'stative verbs') are not normally used with the present continuous.

e.g. I realise that their product costs less than ours, but .

I believe he still owes us quite a lot of money.

Do you remember how much each parcel weighs?

Each package that we are sending contains 12 items.

Our rate of discount depends on the quantity you order.

Typical 'stative verbs':

like believe belong deserve matter own prefer fit remember realise possess understand owe contain measure weigh cost consist of depend on lack appear

Some 'stative' verbs can be used in a 'dynamic' way, with a change in meaning.

e.g. I'm seeing my manager today. (I'm meeting him)

The judge is hearing the witness. (He is listening to him)

I'm thinking of my holidays. (compare: I think you're right.)

He 's a good boy but today he's being naughty. (temporary state as opposed to the usual characteristic)

My boss is always complaining about everything. (an action that annoys the speaker)

Exercise 2: Fill the gaps with a suitable verb from the list and (if possible) a suitable adverb too. The first has been done for you as an example.

analyse block depend look pay prefer require sound speak specialise take try

1. Her secretary generally takes all her calls when she's out.

2. We . . . . . .. a 10% deposit for orders of this kind.

3. He . . . . . . to be self-employed, rather than have a permanent job.

4. The switchboard . . . . . . . outside calls from this extension.

5. I . . . . . . . .. the statistics so I can't give you a decision yet.

6. We . . . . . . . to boost our sales in the Japanese market.

7. He . . . . . rudely to me whenever I call him on the intercom.

8. He . . . . . .. strange on the phone, but really he's very nice.

9. We . . . . . . our agents 12.5% commission.

10. Our firm . . . . .. in acquiring real estate in Southern California.

11. I know it . . . . like our original model, but we've updated it.

12. I can't give you a definite date: it . . . . on our own supplies.

Exercise 3: Fill the gaps in the sentences, using the verbs in this list. Choose between the present simple and present continuous.

assist attend call back deserve get through look up make pick up print out put through

1. Normally she . . . . . straight away.

2. His secretary always . . . .. the phone first.

3. This year we . . . .. to get a pay rise.

4. This week he . . . . . the Personnel Director with the interviews.

5. She . . . . . . the number in the phone book at the moment.

6. Today I . . . . . a training session on quality control.

7. Once a week the computer . . . . the sales figures.

8. Please hold on. I . . . . you . . . . to the Sales Department.

9. I . . . . .. some notes now and I'll make the call in a few minutes.

Making different types of calls; taking messages

Useful expressions:

Requesting (when you want somebody to do various things for you):

I'd like you/him to, please. Sure/Certainly.

Could you, please?    I'm sorry, but

Do you think you could?    Unfortunately,

Would you mind doing?    I'm afraid I can't, because

Offering help

Would you like/Can I give you a hand/lift?

Would you like me to

Shall I/

Perhaps I can help? Can I help at all?

If you need any help, just let me/us know.

Thanks very much -if you're sure it's no trouble.

That's very kind of you, yes. Could you?

No thanks, I can manage.

That's very kind of you, but

No thank you, I'm just having a look/waiting for someone.

Asking permission

May I?    Yes, go ahead/Sure.

Do you mind if I?    Certainly.

Do you think I could? No, I'm afraid not, because

Is it all right if I?    No, I'm afraid we aren't allowed to

Exercise 4: Imagine you're writing a letter to a client. Write down the words you would write in

place of the words given, which you might use if you were on the phone.

1. 'Oh, do you think you could call me about this next week?'

Could . . . . . .

2. 'Do you think you could confirm this by telex?'

Would . . . . . . .

3. 'Sorry, but we can't give you a special discount.'

I regret to say that . . . . .

4. 'If you like, we can send you a sample of this product.'

Please let us know if . . . . .

5. 'Will it be OK to ship the order in two separate consignments?'

With your permission, we propose . . . . . .

6. 'Thanks a lot for all your help. It was very kind of you.'

Thank you . . . . . ..

7. 'Terribly sorry, but we can't amend an order over the phone.'

Unfortunately, we . . . . ..

Exercise 5: Write a telephone conversation based on the diagram below:

Note: When you're talking on the phone, don't forget that the other person

a. wants to understand you easily, so try to speak CLEARLY

b. can't see your reactions, so always CONFIRM that you have (or have not) understood each point that's been made.

c. can't see you and doesn't know what a nice person you are, so make sure you sound POLITE and AGREEABLE

d. hasn't got all day, so make sure your call is BRIEF

e. is getting an impression of your firm while talking with you, so make sure that you sound EFFICIENT.

A

B

You don't know any X.

Apologise. (Try again.)

C

Answer the phone.

Ask to speak to X.

X is busy. Suggest B calls back

You can't call back.

Leave a message.

Take the message.

Thank C.

Useful expressions:

Hello, is that.? Can I speak to.., please? Good morning, I'd like to speak to.

Is .. available, please? My name's. I'm sorry, I've got the wrong number.

Speaking. Oh hello,., this is .. speaking. What is your extension number? I'll put you through to. Hold on a moment, please.

Exercise 6: Read the following recorded message and then leave your message on the answering machine.

RECORDED MESSAGE

'This is ABC International, we are sorry that there is no one available to answer your call at the moment; if you would like to leave a message please speak after the tone and we will contact you as soon as possible.'

Test de autoevaluare (capitolul al II-lea)

I. Find the correct form of the verb in brackets. Choose from a, b, c and d.

1. The manager (talk) on the phone right now.

a. talk

b. talks

c. is talking

d. will talk

2. They usually (offer) 10 % discount for large orders.

a. are offering

b. offer

c. will offer

d. have offered

3. She (see) the Sales Manager today.

a. is seeing

b. sees

c. had seen

d. see

4. I (think) you are wrong.

a. will think

b. can think

c. am thinking

d. think

5. We (travel) to New York once a week.

a. are travelling

b. have travelled

c. travel

d. travelled

II. Read the following passage and answer the questions, choosing from a, b, c and d.

What was invented by Alexander Graham Bell, consists of a simple receiver plus a keypad or an old-fashioned dial and has millions of subscribers throughout the country?

You've guessed: the telephone. And what could be easier to use? Simply pick up the phone book and find your correspondent's number. And even if you're not at home, out network is still at your disposal. All you need is some change or a phone card. Of course you will also need the code area for the town or region you are calling, and, if you ate calling a company and have to go through the switchboard, you may also need an extension number. And if no one's there? We've even thought of that, and our wide range of answering machines can be found at all our showrooms. Get connected - get a phone!

1. A 'subscriber' refers to

a. a person who talks on the phone all the time

b. a person who agrees to pay for and receive a service over a particular period of time

c. a person who runs a business

d. a person who writes letters.

2. The phrase 'throughout the country' could best be replaced by:

a. all over the country

b. in all the country

c. in half the country

d. across all the country.

3. Instead of 'phone book' we can use the word:

a. agenda

b. directory

c. memo

d. handbook

4. In this context, 'change' refers to?

a. modification or variation

b. substitution or replacement

c. money given back to a customer

d. coins

5. A 'switchboard' is

a. a button

b. a keypad

c. a device for connecting telephone lines

d. a device for putting the lights on and off.

6. We use an 'answering machine' to:

a. a device used to route transmissions within telephone exchanges

b. a calculating machine

c. a cell phone

d. a recording device connected to a telephone

III. What expressions would you use in each of the following circumstances? Choose from a, b, c, and d.

1. When you want someone to do something for you:

a. May I?

b. Certainly.

c. Do you think you could?

d. Perhaps I can help?

2. When you ask for permission:

a. Do you mind if I?

b. Never mind.

c. Would you mind doing?

d. Can I help at all?

3. When you offer help:

a. Would you mind if I?

b. Would you like me to?

c. I'm afraid I can't.

d. You're welcome.

4. When you thank someone:

a. I see.

b. I'm sorry, but

c. Yes, that's correct.

d. Well, thank you very much for your help.

5. When you end a phone call:

a. Can I help you?

b. I'll call back later.

c. I look forward to hearing from you.

d. Good morning.

6. When you ask to speak to someone on the phone:

a. Could I speak to.?

b. Who's speaking, please?

c. Can I take a message?

d. Thanks for calling.

Key

I

1/c 2/b 3/a 4/d 5/c

II

1/b 2/a 3/b 4/d 5/c 6/d

III

1/c 2/a 3/b 4/d 5/c 6/a

3 LETTERS AND MEMOS

How to lay out a business letter and envelope. Practice in planning and writing letters and memos. Joining sentences. Abbreviations.

Background information

International business correspondence can take various forms: not only letters, but also fax and electronic mail ('email') are being used more and more. Within a company, memos are commonly sent to convey information in writing.

Letters

In a letter, the emphasis is on a high quality appearance. Letters have to be typed accurately with a smart, clear layout. A typical 'standard' business letter in English consists of 8 parts, though many firms use a different 'house style' that their staff are expected to follow.

1. Sender's address

2. Date

3. Receiver's name and address

4. The opening salutation:

Dear Sirs/ Gentlemen/ Mr/Mrs Green/Jim

5. The body of the letter

6. The closing salutation:

(Yours) sincerely/ faithfully/ Best wishes/Best regards

7. The sender's signature

8. The sender's name and position

Exercise 1: Complete the following letter using these key phrases:

1. to contact us 2. Yours sincerely 3. look forward to receiving 4. the first time 5. in due course 6. as requested 7. to assist 8. to draw your attention 9. further information 10. personal assistant 11. price list and catalogue

Sunshine Flavours Ltd.

44 Emerald Drive

Ireland

November 17, 2008

Mme Susanne Dufrais,

Les Gourmets du Poitu S.A.

44000 Poitiers

France

Dear Madam,

__________, we enclose for your attention our 2009 _______ . I would like ________ to the fact that all our products are made from completely natural ingredients and that we do not use any artificial additives.

There are 213 different items in the catalogue and our prices are reasonable and our quality is good. This is ______ that we have included Scratch 'n' Sniff samples of our ten most popular aromas.

Should you require ________ , please do not hesitate ________ . If the undersigned is unavailable, the Sales Manager's ___________ will be delighted _________ you.

We ________ your esteemed order _________ .

J.G. O'Reilly

Sales manager

Exercise 2: The previous letter is the answer to a letter of request. Try to draw up this letter! You may find the following phrases useful:

Your firm has been recommended to us by .

We have seen your advertisement in .

We are interested in .

We are considering buying .

Will you please send us your price list/catalogue/ further details .

Joining sentences Grammar

Ideas in writing can be connected in three different ways:

By using a conjunction:

TIME: and, before, after, while, when

REASON, CAUSE, OR CONSEQUENCE: and, because, so that, sothat, such athat

CONTRAST: but, although

e.g. I called her back so that I could confirm one or two details.

The consignment was delivered while we were very busy.

The goods were repacked so quickly that we had no time to inspect them.

By using a linking adverbial phrase (often starting a new sentence):

TIME: Before that, After that, And then, During this time

REASON, CAUSE OR CONSEQUENCE: Because of this, This is why, As a result, Consequently

CONTRAST: Nevertheless, However

e.g. I wanted to confirm one or two details. That is why I called her back.

The consignment was delivered. During this time we were very busy.

The goods were repacked at once. Consequently, there was no time to inspect them.

By using a preposition:

TIME: before, after, during

REASON, CAUSE OR CONSEQUENCE: because of, due to

CONTRAST: in spite of

e.g. I called her back because of the need to confirm one or two details.

The consignment was delivered during a very busy time.

Due to our prompt repacking procedure, the goods were not inspected.

To show PURPOSE, an infinitive clause can also be used:

Billing has been computerised in order to save time and money.

Exercise 3: Join the two halves of these sentences so that they make sense:

1. I never sign a letter although a phone call is quicker.

2. I often prefer to write after I have checked our stock position.

3. I usually telephone before I have read it through.

4. Please check my in-tray because we do not have sufficient stocks.

5. I will be able to confirm this in order to save time.

6. I will be able to confirm this until we have checked our stock position.

7. We cannot confirm the order while I am away at the conference.

8. Please reply at once so that we can order the supplies we need.

9. Please reply as soon as possible when I have consulted our manager.

Exercise 4: Use a prepositional phrase instead of the conjunctions in these sentences. Rewrite each sentence using the phrase on the right. The first has been done for you as an example.

1. Who is dealing with your correspondence while you are away? during

Who is dealing with your correspondence during your absence?

2. I went to see the factory after I had looked round the offices.     after

3. I'll have to see the shipping manager before I confirm the order. before

4. There was a delay because we had some technical problems. because of

5. It was completed on time although some of the staff were ill. in spite of

6. The visitors arrived while you were having your lunch break. during

7. As the number of orders had fallen, the works closed down.    due to

8. He is on holiday now. Then he will be in touch with you.    after

Exercise 5: In the following sentences 'and' is used with different meanings. Rewrite each sentence, beginning with the words below.

1. First we will check our inventory and then let you know our delivery date.

After . . . . ..

2. Please send us another copy of your invoice and we will pay it at once.

If . . . . . .

3. The consignment was packed for export and loaded on the truck.

Before . . . . .

4. Each order is manufactured and the packaging is printed at the same time.

While . . . . ..

5. Please inform us of your telex number and we will be able to reply to your query at once.

So that . . . . . ..

Exercise 6: Now complete these sentences in the same way:

1. The reason why he applied for the job abroad was to earn more money.

So that he . . . ..

2. A single man couldn't lift the package because it was very heavy.

The package was so . . . .

3. The order arrived late but we were able to supply the goods on time.

Although . . . .

4. There was fog at the airport, but our plane landed safely.

In spite of . . . ..

5. As there was a mistake in the hotel booking, I had to find another hotel.

Because of . . .

6. The reason why I sent a telex was that I wanted to avoid any mistakes.

In order to . . . ..

Abbreviations

Exercise 7: Complete these sentences by explaining what the abbreviations printed in bold type mean:

1. Rd., St. and Sq. are short for . . . . .

2. #24 in the USA and No. 24 in Britain both mean . . . . . .

3. On an envelope the abbreviations c/o, Attn. and P.O.B. mean . . .

4. You may see these on a report or textbook: e.g. or eg, i.e. or ie, etc. or etc and P.T.O. They stand for . . . ..

5. An American firm's name may be followed by Corp. or Inc., meaning . . . .

6. A British firm's name may be followed by plc or PLC, Ltd, Bros or &Co. These are short for . . .

7. In a printed text you may see this abbreviation: Macintosh ^TM. It means . . . . .

8. At the end of an informal letter, you might add a P.S., in other words a . . . .

9. At the end of a formal business letter it is common to use the abbreviations c.c. and enc. or encl., which stand for . . . .

Exercise 8: Fill the gaps in these sentences with words from the list:

carbon copy courier duplicate general delivery (US) /poste restante (GB)

photocopy postage and packing mail (US)/post (GB) registered return mail (US)/ return of post (GB) RSVP separate cover stationery

1. A package can be delivered by the mailman (US) or the postman (GB) or by a private . . .. service.

2. Purchases usually carry an extra charge for . . . . .. if they're sent by . . ..

3. An important or valuable document is best sent by . . . . mail.

4. It shows that you are efficient if you reply to a letter by . . . ..

5. If you want people to reply to an invitation, put . . . . . at the bottom.

6. If you send some documents in a separate envelope from your letter, these documents are sent under . . ..

7. If you're sending someone a letter, you should keep a . . . . . or a . . . . ., so that you can keep a . . . . . for your files.

8. Envelopes, ball-points, felt tips and paper clips are all items of . . . .

9. A letter can be collected from a post office if it is addressed to . . . .

Look at the following memo:

Now write an answering memo to the one above.

Test de evaluare (capitolul al III-lea)

I. Find the correct spelling for each of the following words. In some cases both versions are corect:

1. personnel or personell

2. address or adress

3. negociation or negotiation

4. principle or principal

5. organise or organize

6. stationary or stationery

II. Find the odd one out in each of these groups of business words and phrases:

1. a. sack b. dismiss c. demote d. fire

a. predict b. forecast c. anticipate d. analyse

3. a. lay off b. employ c. take on d. recruit

4. a. banned b. prohibited c. postponed d. forbidden

5. a. You're welcome b. Don't mention it c. It was a pleasure d. Excuse me

6. a. rewrite b. redraft c. reword d. restore

Key

I

personnel 2. address 3. negotiation 4. both 5. both 6. both

II

1/c 2/d 3/a 4/c 5/d 6/d

4 REPORTS AND SUMMARIES

Planning and writing reports. Practice in writing reports. Using the passive. Punctuation. Note-taking. Summarising reports.

Background information

It is important to remember that there are several types of report. Reports can be transmitted in the form of:

- conversations

- letters

- memos

- special forms

- separate documents of several pages.

Reports can serve various purposes. There are reports which inform, reports which provide background information to help someone make up their mind about something and there are reports which in themselves make recommendations or indicate the course of action.

Any report has 3 main parts:

Introduction

Facts

Conclusions

It is important in any writing -and especially in business- to be clear about the aims and purposes of your writing. In order that your reader can make sense of what you have written, follow these 'Golden Rules':

be accurate be brief be clear

Exercise 1: Read the following memo and imagine you are one of the divisional personnel managers to whom the memo is addressed:

MEMORANDUM

From: The Managing Director    To: Divisional Personnel Managers

Subject: Coffee-Making Facilities    Date: 27/4/-

There have been a number of comments about the amount of coffee consumed in our company. I do not want to sound as though I am against coffee-drinking; indeed our personnel consultants have emphasised how important coffee can be if you want an efficient and motivated office staff. But time-saving machines for making coffee do exist.

We can expect a little opposition to the idea if we are not careful. You can never be sure how the office staff will react. They might well take it badly. In any case, we're thinking of putting in coffee machines. Please send me a report.

1. What do you think the managing director's aims were in writing the memo?

2. What, if anything, are you expected to do as a result of reading the memo?

Exercise 2: Look at the following report which was written after receiving the above memo from the MD. Do you think the report is what the MD asked for? How effective do you think the report is? Describe what you find good and what you find bad about it.

REPORT ON COFFEE-MAKING AND BREAKS

It is very interesting that the coffee-making habits of our employees have been noticed by other people in the company. It appears as if the time taken up by the making of coffee could be put to more productive use. We have also known for several years that there have been a number of problems connected with the motivation of our workforce, but the role played by coffee-drinking has so far not been clarified.

In one or two departments, staff seems to talk about nothing else but coffee breaks: how long it is till the break, whose turn it is to make it, etc. This unfortunate development has been discussed with the heads of department in my division on several occasions. They believe the subject of automated coffee machines, one for each department e.g., is not very popular with a large number of staff. The staff think that the company would be trying to make money out of them. So I think that there is a serious danger that the actions of the management could be misunderstood.

Nonetheless, I feel that we should try and limit the coffee-breaks. We should try to prevent the staff from gathering round the coffee-making area and chatting for so long. I wonder if you have heard of the experience of our American sister company. They have a central coffee-making facility for all the divisional offices. This is then brought to the staff at their desks. In this way there is no need for a break. In theory this is surely one way of making working time more efficient.

Exercise 3: You probably agree that the MD's intentions were unclear. What kind of report you write depends on how you interpret the memo.

1. Look at the following memo for a clearer specification of what the MD really wanted:

MEMORANDUM

From: The Managing Director    for please

To: Personnel Manager    ACTION DISPLAY

Division A COMMENT FILE

Date: 27 April 19- INFORMATION RETURN

DISCUSSION    PASS TO: . . . . ..

Subject: Installation of coffee machines

The Board is thinking of installing automatic coffee machines in the offices of each division. Before we do this we need to know:

1 how much use our staff will make of them

2 how many we would need

3 whether time now used for making coffee would be saved.

Can you provide us with your views on:

- how the staff will react to the idea and

- how we can deal with the union on the matter.

If possible, I would like to receive your report before the next Board Meeting on June 1st.

2. Draft a report on the subject of the installation of coffee machines.

3. Compare your report with the one above.

Now look at the 'model' report below. Consider some of the things you find good about it.

From: Personnel Manager Division A

To: Managing Director

Date: 16 May 19-

Subject: Proposed Installation of automatic coffee machines

1. Following your memorandum of 27 April we carried out a small study of staff views in 3 selected departments.

2. My personnel officer informally asked a representative sample of office workers a number of questions. He asked whether

they drank coffee during their break

they made it themselves or brought it with them from home

they would be in favour of a short coffee-break

they would use an automatic coffee-machine if available.

3. We can summarise the results as follows:

65% said they enjoy a good cup of coffee

Only 5% brought their own coffee with them from home

25% would be in favour of a shorter coffee-break and finishing earlier

15% said they would use the automatic coffee-machine.

But most added: if the coffee was not expensive.

4. On 30 April, during a routine meeting with the chief union representative, I mentioned that in some departments the coffee-break was lasting a lot longer than is actually allowed. The representative's answer was not very helpful. She said the union would always insist on the coffee-break being left as it is. There is a point beyond which no negotiation would be possible without asking all the union members in the company their opinion.

In conclusion, it seems important to draw the Board's attention to possible difficulties which the rapid installation of coffee-machines could bring. We need to discuss the problem a little longer and with more people before taking any action, it would seem.

Ronald Greenfield

Using the passive    Grammar

A Sample sentences

Finished products are stored in the warehouse.

The new plant will be opened by the Corporation President.

Staff has been recruited by the Human Resources Department.

B Form

C Uses

We use the passive:

-to avoid mentioning the person who performs the action

-to emphasise the person who performs the action with a 'by' phrase

-in process description

-in impersonal language

a. Avoiding mentioning the person who performs the action:

The accounts have been prepared.

(We are not interested in who prepared the accounts.)

b. Emphasising the person who performs the action:

The figures have been prepared by our new accountants.

(In speech, we usually put the information to be emphasised at the end of a clause. We call this

'end-weight'. So here 'our new accountants' gets more focus than 'the figures'.)

c. In process descriptions:

At the final stage, the finished products are packed into boxes.

(We are not interested in the agent, but in the action.)

d. In impersonal language:

Hard hats must be worn on the building sites at all times.

(The passive is widely used in formal written announcements.)

Exercise 4: Consider what the difference in emphasis between each of these pairs of sentences is:

A room has been reserved for you at the Grand Hotel.

We have booked a room for you at the Grand Hotel.

The consignment was sent last week, so you should receive it soon.

We sent the consignment last week, so you should get it soon.

No capital is required if your company is well known.

You don't need any capital if your company is well known.

Exercise 5: Rewrite each sentence, starting with the words given, so that it has the same meaning:

1. Six out of seven of the world's largest corporations use IBM computers.

IBM computers . ..

2. We enclose payment together with our order.

Payment . ..

3. We will send the report as soon as it has been completed.

The report . .

4. The customer should receive the delivery by Friday.

The delivery . . .

5. They may have notified him before the invoice arrived.

He . . .

6. The partners paid the staff every Friday evening.

The staff . .

7. When he came back from lunch, the secretary had corrected and retyped the report.

The report . . .

8. They have enlarged the premises since my last visit.

The premises . . ..

9. According to a recent report the group is making similar investments in other parts of the world.

Similar investments . . .

Exercise 7: Rewrite these passive sentences in the active form. Begin with the words given.

1. The first automatic coffee machine was installed in 1982.

The firm . .

2. Further modifications will be made to this service for other customers.

The suppliers . . ..

3. The machines can be easily operated by ordinary office staff.

Ordinary office staff . .

4. The new generation of PCs can be placed comfortably on your desk.

You . . ..

5. Better results can be achieved only if you work harder.

You . . ..

6. All relevant information about the meeting will be supplied in advance.

The organisers . . ..

Exercise 8: Look at the following sentences which might be found in a report.

1. It is suggested that the coffee machines should be installed so that the maximum time can be used for more productive work.

2. It is felt that Mr Brown is too old to continue in his present position.

3. It is regretted that the board of directors failed to inform the shareholders of the risks of investing in South Africa.

Why do you think the passive forms are used in these sentences? Would you like to receive letters or to read reports written like this? Who do you think is making the suggesting, regretting and feeling in each case? How would you rewrite the sentences?

Note: The style of writing has undergone some changes in recent years. Traditionally, there has been a tendency to over-use the passive voice in business writing, particularly in reports. The habit was probably connected with the mistaken idea that reports need to be 'objective'. This led to a style of writing which was cold, lifeless. If the impersonal passive is used a lot, it makes it difficult to read letters or reports. There is a trend now towards using the active form.

Punctuation

Exercise 9: What are the names of these punctuation marks in English?

1. comma 2. stroke/ slash 3. brackets/parentheses 4. semi-colon 5. double quotes/ quotation marks/ inverted commas 6. hyphen 7. exclamation mark 8. full stop/ period 9. colon

10. question mark 11. single quotes 12. apostrophe

Exercise 10: Look at the following text. Decide where to add punctuation. You'll also need to add some Capital Letters.

memo from the md to all staff date 25th november 19- as a result of the productivity survey carried out in the factory more rapid and efficient ways of operating are now being applied in the factory productivity has been increased by over 50 per cent the management intends to apply these same methods to office staff in order to reduce costs our company must adapt in a competitive world we aim to find ways of avoiding unnecessary actions by all staff we therefore propose to pay a months extra salary to any person who in the managements opinion has put forward the most practical suggestions to improve a particular office routine all suggestions should be sent to the mds office before the end of next month

Writing reports and summaries    Vocabulary

Exercise 11: Fill the gaps with words from the list:

circular classify clarify cover essentials observe recipient submit topic transmit

1. The purpose of writing letters, memos and reports is usually to . . . . . information from one person to another.

2. But before you begin writing a report about anything at all, you need to . . . . .the purpose for which you are writing it.

3. Before writing a report about a complicated process, you will find it helpful to . . . . . . it first for a period of time.

4. You will also need to . . . . .. all the data you have collected.

5. At the top of the memo or report don't forget to name the . . . . . . .

6. You should start a new paragraph for each new . . . . . . . .

7. When you finally do write a report, the pieces of information you should never forget are the . . . . . .

8. The deadline is the latest time you can . . . . . . . .a report.

9. When you are writing a summary of what has happened, you should always try to . . . . . the main points.

10. A letter that is sent to any different people in a company is called a . . . . .. (letter).

Telephone notes

Exercise 12: Look at the following set of telephone notes. Then read the message:

TELEPHONE NOTES

DATE: 17/5/-- TIME: 2.45 p.m.

MESSAGE FOR: Ron Black

Dispatch Department

FROM: Mr Akombo, Lagos

MESSAGE: Components not on overnight

flight from Stansted. Telex with longer instructions coming

Please contact when telex arrives

TAKEN BY: Pauline Frazer

'A Mr Akombo called on long-distance from Lagos. They've still not received those components we sent. They weren't on the overnight flight from Stansted and he's getting a bit impatient. He said he's sending a telex with longer instructions. He wants you to contact him when it arrives.'

Now you'll read another phone call -this time you'll have to make notes yourself.

'Hello! This is Jonathan Shelley calling from Offshore Products. I'd like to leave a message for Jeremy Spencer. It's about the meeting tomorrow at 10 am. I'm afraid I won't be able to make it until later. I suggest 12 noon instead. If it's possible could you ask him to call me later today before 5 p.m. And my number is 021 563 2427. That's right. Bye.'

TELEPHONE NOTES

DATE: . . . . TIME: . . . . .

MESSAGE FOR: . . . . . . . . . . . . . . .

. . . . . . . . . . . . . . . . . . . . . . . .

FROM: . . . . . . . . . . . . . . . . . . .

MESSAGE: . . . . . . . . . . . . . . . . .

. . . . . . . . . . . . . . . . . . . . . . . . .

. . . . . . . . . . . . . . . . . . . . . . . .

TAKEN BY: . . . . . . . . . . . . . . . .

Test de autoevaluare (capitolul al IV-lea)

I. Active or passive? Choose the correct form of the verb (a or b):

Top of Form

Everybody ___ by the terrible news yesterday.
a. shocked

b. was shocked

Mr. Green ___ at the University since 1989.

a. has been teaching

b. has been taught

3. Not much ___ about the accident since that time.
a. has said

b. has been said

4. A new book ___ by that company next year.
a. will publish

b. will be published

5. He ___ the girl's name now.
a. remembers

b. is remembered

6. The secretary ___ to her new boss yesterday.
a. introduced

b. was introduced

He ___ responsible for the accident.
a. was holding

b. was held

A prize ___ to whoever solves this equation.
a. will be giving

b. will be given

9. When the manager arrived, the problem ___ .
a. had already been sold

b. had already sold

Key

/b 2/a 3/b 4/b 5/a 6/b 7/b 8/b 9/a

Anexa 1

Teme de casa pentru semestrul I:

(Refer to Chapters 1 and 2)

1. Think of a situation where you might telephone an organisation and request information. Write 10 examples of questions you might ask, using as many types of questions as possible.

2. Imagine you are on the telephone, discussing computing and word processing problems with your Creatif software User Service Centre. You have heard that there is something called fragmentation. Use the prompts below to request either information or action

1) Ask what it is.

Q:

A: It happens when the files are broken into fragments -small parts- for storage on your hard disk.

2) Ask if it affects the files you write.

Q:..

A: No, but it makes some actions slower -such as retrieving or saving files.

3) Ask what the solution is.

Q:.

A: You can compact the hard disk. To do this you need a special program , called Compact.

4) Ask if Compact is already supplied with your Creatif software.

Q: ..

A: No, you have to buy it separately.

5) Ask him to send you this Compact program.

Q:..

A: I suggest you contact your computer store.

3. Write sentences to complete a dialogue based on the flow chart below:

Ask what 'TMF' produces

Office furniture

Ask about the number of employees

500

Ask about the frequency of trade fairs and exhibitions

1 or 2 a year

Comment on the cost of trade fairs

Give your opinion (i.e. good

investment)

Ask about next trade fair

Frankfurt, September

Ask about fashion in design

Changes frequently

4. Translate the following sentences paying particular attention to question forms:

Imi puteti da interior 361, va rog? - Asteptati un moment, va fac legatura.

Cine a lasat acest mesaj pe robotul telefonic? - Dl Brown a lasat un mesaj cerandu-mi sa ii telefonez.

Cat de des se defecteaza copiatorul dumneavoastra?

Dl Thomas este in deplasare azi, pot sa va ajut cu ceva?

Puteti sa imi spuneti cand se intoarce dl Thomas?

Scuzati-ma, cred ca am un numar gresit.

Are numarul dumneavoastra?

Puteti sa-i spuneti doar ca am telefonat?

Voi avea grija ca el sa primeasca mesajul dumneavoastra.

Puteti sa-mi dati numele si adresa dumneavoastra?

5. Fill in the blanks in the following phone conversation, using only one word for each blank:

'' Finance, can I ________ you?''

''Department of Finance? I'm __________ to contact Patricia Heller.''

''Patricia? Let me _______ , I don't think she's in her ______ at the moment.''

''No, she isn't. I asked to be put ________ to her extension but there was no ________.''

''Oh, I don't think she's going to be in at all today. ________ I take a _________ for you?''

''Yes, please, this is Andrei Dumitru. I'm _________ from Consultanta Expert. I have some ________ which Mrs Heller ________ urgently.''

''Perhaps I could take them ________ for her''

''Oh no, I really need to explain ______ to her Could you _______ that I rang and ask her to ________ me back when she ________ back?''

''Of ________. I'll see that she gets our message as soon ____ she gets back.''

''Thank you, I look forward to _________ from her soon.''

6. Translate into Romanian:

'For the modern business organisation, developing goods or services is not enough. Goods must also be available in the right quantity at the right location in order to reach the consumer. For the organisations themselves, distribution strategies should never be underrated. Developing an effective way of reaching customers may be the cornerstone upon which their successes are founded. Take Reader's Digest and the unique way in which it sells products to its customers. One reason for its success is that it reaches its customers in a better and more appropriate way than their competitors.'

(adapted from Ciuciuc, Olea and Eugenia Tanasescu. English for Business Purposes. Teora, 1998, p. 16)

7. Translate into English:

'Mobile World Trading SRL este o companie cu renume pe plan national, al carei principal obiectiv este furnizarea telefoanelor mobile in sistem GSM si a accesoriilor aferente lor, si a aparut ca rezultat al potentialului economic pe care Romania poate sa-l asigure pentru aceasta ramura a industriei de telecomunicatii.

Mobile Trading SRL devine prima companie romaneasca dedicata exclusiv telefoanelor mobile in sistem GSM. Ea este specializata in distribuirea telefoanelor celulare. Intr-un timp foarte scurt, compania a reusit sa intre pe pietele nationale, servind o gama larga de clienti, de la utilizatorii particulari la principalii dealeri ai operatorilor de retea.

Azi Mobile World, care are deja o mare retea de dealeri pe plan international, dispune de una din cele mai mari retele pe plan national, datorita unui colectiv care asigura toata gama de servicii si produse.

Mobile World Trading nu se multumeste numai cu livrarea de produse de calitate la preturi competitive, ci se angajeaza sa asigure de fiecare data servicii de calitate clientilor sai.''

(adapted from Ciuciuc, Olea and Eugenia Tanasescu. English for Business Purposes. Teora, 1998, pp. 16-17)

Anexa 2

Teme de casa pentru semestrul al II-lea:

(Refer to Chapters 3 and 4)

1. Draw up a letter of request to a supplier, requiring information regarding a product you would like to order. The letter should include the main parts of a standard business letter.

Note Pay attention to the layout of the letter (i.e. the way the main parts are arranged on the page).

2. Imagine that you work for a small transport company. Write a memo to one of your colleagues complaining about a problem you have encountered and asking him to solve it.

3. Translate into Romanian:

'Since economics deal with human behaviour, economists cannot test their theories in laboratory experiments; these can only be tested against events as they unfold. The fact that the behaviour of any individual is highly unpredictable does not invalidate the formulation of economic theories because the subject is concerned with the behaviour of large groups (workers in an industry, the consumers of a particular product, or the members of a trade union). It is possible to make successful predictions about behaviour of large groups.'

(adapted from Ciuciuc, Olea and Eugenia Tanasescu. English for Business Purposes. Teora, 1998, p. 62)

4. Translate into English using the passive voice:

O mare parte din aceasta lucrare a fost intocmita de specialistii institutiei noastre.

Se emit diverse tipuri de carti de credit in fiecare an.

La ultima sedinta de consiliu s-a decis schimbarea echipei manageriale.

Seful de departament era suparat ca nu i se aduc rapoartele la timp.

Ni s-a spus ca aceasta firma nu acorda garantii.

Clientii ar trebui informati referitor la avantajele noilor metode de plata.

Acum e randul meu sa fiu interogat.

S-au luat toate masurile necesare pentru introducerea noii contabilitati asistate pe calculator.

5. Turn the following sentences from the active voice to the passive voice:

The Sales Manager increased the commission paid to agents.

At the final stage, we pack the finished products into boxes.

The warehouse will store new products.

Our new accountants have prepared the figures.

The company is expanding its range of products.

We will send the report as soon as it has been completed.

The Human Resources Department recruits staff.

6. Draw up a letter of request to a supplier, requiring information regarding a product you would like to order. The letter should include the main parts of a standard business letter.

Recommended bibliography:

Bantas, Andrei, Dictionar roman-englez, Ed. Teora

Brieger, Nick and Simon Sweeney. The Language of Business English. Grammar and

Functions. Prentice Hall, 1994

Brooks, Michael and David Horner. Business English. Ed. Teora, 1998

Jones, Leo and Richard Alexander. International Business English. Cambridge

University Press, 1990

Levitchi, Leon si Andrei Bantas, Dictionar englez-roman, Ed. Teora

Bibliography:

Alexander, L.G. Longman English Grammar. Longman, 1996

Brieger, Nick and Simon Sweeney. The Language of Business English. Grammar and

Functions. Prentice Hall, 1994

Brooks, Michael and David Horner. Business English. Teora, 1998

Ciuciuc, Olea and Eugenia Tanasescu. English for Business Purposes. Teora, 1998

Engleza pentru marketing si publicitate. Metoda Larousse. Teora, 2000

Jones, Leo and Richard Alexander. International Business English. Cambridge

University Press, 1990