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Дмитровский институт непрерывного образования

 

 


К О Н Т Р О Л Ь Н А Я Р А Б О Т А

по дисциплине «Деловой английский»

 

Вариант № 4

 

 

Выполнил: студент 2 курса гр.0415-ЭУ(з)у

Направления: Менеджмент

Профиль: Экономика и управление
ФИО Кузьмина Ю.О.

Дата сдачи _____________ ______________

подпись

 

Проверил: ____Ганьшина И.Н.___________

ФИО, ученая степень, ученое звание, должность

Дата сдачи _____________ ______________

подпись

 

Дмитров, 2017

Задания для проведения зачета

ЗАДАНИЕ (устное) № 1

Текст задания: Работа с диалогами по заданной тематике (перечень тем прилагается).

Перечень устных тем:

  1. Основы делового английского, общие термины
  2. Написание деловых писем.

3. Финансовые документы

  1. Транспортные документы
  2. Телеграфная и радио переписка
  3. Основные сферы деятельности в данной профессиональной области.
  4. Функциональные обязанности различных специалистов данной профессиональной сферы
  5. Роли в управлении (лидер, организатор, креатор и т.д)
  6. Выдающиеся политические деятели

 

 

ЗАДАНИЕ ( письменно) № 2

  1. Написать по образцу: резюме и одно деловое письмо.

Смотрите приложения.

Рекомендации по написанию резюме на английском языке.

Положительные личные качества для резюме на английском.

Личные достижения для резюме.

Универсальная структура делового письма на английском языке.

 

Контрольная работа

Грамматический тест

 

1. Vocabulary and Grammar Exercises.

1. 1. (16 x 1 point) Supply the articles where necessary. Write your answers (a, an, the or ‘−’) in the boxes.

a) ___(1)___ Harris and Co make ___(2)___ car components. ___(3)___ company has ___(4)___ agent in Paris.
b) ___ (5) ___ long delay occurred when ___ (6) ___ document was lost. ___ (7) ___ delay almost resulted in ___ (8) ___ customer canceling ___ (9) ___ order. ___ (10) ___ internal enquiry found that ___ (11) ___ computer error caused ___ (12) ___ problem.
c) ___ (13) ___ Information on ___ (14) ___ history of ___ (15) ___ Alba can be found at ___ (16) ___ Tourist Office.

1. - 9. an
2. a 10. The
3. The 11. an
4. an 12. a
5. The 13. -
6. a 14. the
7. The 15. -
8. the 16. the

1.2. (10 x 1 point) Read this magazine article about organising a conference. Choose the correct word to fill each gap, from А, В or С below. Write your answers (letters A, B or C) in the boxes.

Have you ever had to organise a conference? It is not an easy thing to do, __ (1) __ there is so much to think about. Before you can decide where to hold the conference, you __ (2) __ to ask a number of important questions. __ (3) __ is the purpose of the conference? How __ (4) __ people will attend? Where __ (5) __ the people coming from? Do you need presentation facilities such __ (6) __ videocassette players, televisions, computers, etc.? When you have __ (7) __ these questions, you can decide the kind of conference centre which is best for you. There are two choices. Purpose-built conference centres will provide everything you need, although __ (8) __ may be other conferences going on at __ (9) __ same time. __ (10) __ the other hand, hotels are usually very comfortable, but may not have all the necessary equipment.

1. A because B until C so
2. A must B have C got
3. A How B What C Why
4. A much B many C more
5. A are B do C will
6. A for B that C as
7. A answer B answering C answered
8. A it B there C they
9. A its B a C the
10. A On B By C At


1.3. (8 x 1 point) Are the following sentences right or wrong? If wrong, correct them.

1. We are not interesting in a new equipment at the moment.
2. Let me give you some advices.
3. Don't do nothing until you have spoken with a lawyer.
4. We told them that the present lab needs extending.
5. We explained how we reached at the total final.
6. They agree looking at the figures again.
7. We replied that we will keep them confidential.
8. I've planned the series of assessment seminars. I will run the first one on 1 August.

1.4. (4 x 2 points) Read the sentences given here and decide which of the given meanings is the correct one. Write your answers (letters A, B or C) in the boxes.

1. We stopped to visit suppliers in London.
A. We do not visit them any more.
B. We interrupted our journey so we could visit them.
C. We ended our journey by visiting them.

2. Have you tried sending goods by train?
A. Have you experimented with the idea of using the train?
B. Have you attempted to send goods by train?
C. Have you studied the possibility of sending goods by train?

3. We remembered to send publicity material with the goods.
A. We did send the material and I recall sending it.
B. We told you to send the material with the goods.
C. We did not forget to send the material with the goods.

4. I like to call customers, to check that they are happy a few weeks after buying a machine from us.
A. I think it is a good policy to check that the customer is happy.
B. I really enjoy calling customers to check that they are happy.
C. I would like to call customers, to check that they are happy.

1-b 2-b 3-c 4-b

1.5. (8 x 1point) Match each verb on the left with a noun on the right to form common partnerships. Use each word once only. Write your answers (letters a, b … or h) in the boxes.


1. fill a) an applicant
2. interview b) a business
3. offer c) a contract
4. owe d) a discount
5. rent e) some money
6. run f) office space
7. send g) a fax
8. sign h) a vacancy

1-c 2-b 3-h 4-e 5-f 6-d 7-g 8-a

1.6. (8 x 1 point) Complete each sentence with the opposite of the word in brackets. Choose from the following list. Use each word once only.

A. rare
B. full-time
C. basic
D. negative

E. short
F. vacant
G. low
H. internal

1. I didn't expect my salary to be as _____ as this! (HIGH)
2. She has a ____ job as a shorthand typist. (PART-TIME)
3. We're expecting big savings in the ____ term. (LONG)
4. We could see he was using very ____ equipment. (SOPHISTICATED)
5. There was a very _____ reaction to my suggestion. (POSITIVE)
6. The post went to an ____ candidate. (EXTERNAL)
7. He has a _____ talent for managing people. (USUAL)
8. The position has been _____ for several months now. (FILLED)

1-g 2-b 3-e 4-c 5-d 6-h 7-a 8-f

1.7. (8 x 1 point) Choose the correct word for each sentence. Write the words in the boxes.

1. Some employees have a long journey/travel to work every day.
2. The cost of life/living has gone up again.
3. Please send precise measurements/measures when ordering.
4. We expect prices to raise/rise by at least five per cent.
5. We only exchange goods if you produce a receipt/recipe.
6. I must remember/remind the boss about that meeting this afternoon.
7. Can you say/tell the difference between these two products?
8. The company is extremely sensible/sensitive to any criticism.

1. Some employees have a long travel to work every day.
2. The cost of life has gone up again.
3. Please send precise measures when ordering.
4. We expect prices to raise by at least five per cent.
5. We only exchange goods if you produce a receipt.
6. I must remind the boss about that meeting this afternoon.
7. Can you say the difference between these two products?
8. The company is extremely sensible to any criticism.

1.8. (9 x 2 points) Complete each sentence with the correct form of 'make' or 'do'. Translate the sentences into Russian.

1. We have make a considerable profit on the sale of that land.
2. I've got all these invoices to do before I can go home.
3. The business was so run down when she took it over that nobody expected her to do such a success of it.
4. Something as simple as changing the size of the lettering on the packet can do all the difference to your sales.
5. Increasing production will _____ even more demands on machinery which is already breaking down at an alarming rate.
6. They could _____ with some computer paper in the wages office.
7. We've _____ away with the old system of clocking in.
8. A customer has _____ a complaint about one of our salespeople.
9. In fact, Gravers have _____ us a favour by launching their product first. We can learn from their mistakes.

2. Business Communication. Telephoning and Business Letters.

2.1. (6 x 2 points) Choose the best responses. Write your answers in the boxes.

1. Can you put me through to Miss Evans, please?

A. I'll see if she's in her office at the moment.
B. I've got the wrong number.
C. I'll check again.
2. Isn't that Seattle, then?

A. No, the number has changed.
B. No, you must have the wrong area code.
C. Sorry, I may have dialed the wrong extension.

3. You asked me to confirm the dates of delivery.

A. Yes, that's the best time for them.
B. Yes, let me just get a note pad to write them down.
C. Yes, they'll come to England soon.

4. No, this isn't the Metal Case Company.

A. So sorry to have troubled you.
B. I'll call again later.
C. Can you connect me with Mr Mansour, please?

5. Miss Pearce asked me to call this morning.

A. Sorry, your number is the wrong one.
B. Do you know the area code?
C. But there's no person of that name here.

6. We can let you know what sizes are available.

A. Thank you. I know them.
B. Thanks. I'm glad that's OK now.
C. Thanks. I can order what we need then.

1 2 3 4 5 6

2.2. (9 x 1point) Complete these two conversations with sentences from the list below. Use each sentence only once. Write your answers (letters A, B … or I) in the boxes.

Conversation 1

A: _______1_______
B: Good morning. Could I speak to Jane Lewis, please?
A: _______2_______
B: Lesley Winwood.
A: _______3_______
B: She said she'd be in all morning.
A: _______4_______
C: Jane Lewis.
B: _______5_______
C: Ah yes, it's about...

Conversation 2

D: Carl Anderson.
E: _______6_______
D: Lindberg, did you say?
E: _______7_______
D: There's no one here by that name.
E: _______8_______
D: Yes, this is 08 46 46 24.
E: _______9_______
D: That's all right.

A. Yes, that's right.
B. You asked me to call as soon as possible.
C. Hold the line, please, and I'll see if she's in.
D. Who's calling, please?
E. Oh, isn't there? Could I check the number?
F. Could I speak to Mrs Lindberg, please?
G. Right, I can connect you now.
H. Reynolds Bicycles, good morning.
I. Oh, I'm sorry. I must have dialled the wrong number.

1 2 3 4 5 6 7 8 9

2.3. (16 x 2 points) Below you will see parts of three letters answering an enquiry. Put the correct word or phrase in each blank. Choose from the following list. Use each item once only. Write your answers (letters A, B … or P) in the boxes.

A. additional features
B. competitive price
C. date
D. doing business
E. enclosed leaflet
F. enquiring G. enquiry
H. full details
I. further details
J. hesitate
K. In addition
L. in production
M. pleasure
N. range
O. sincerely
P. supply

A.
Dear Ms Prentice
Thank you for your __ (1) __ of 3rd May about our office stationery.
We have __ (2) __ in enclosing our latest catalogue and price list. We hope you will find it of interest.
If you require any __ (3) __, please do not __ (4) __ to contact us.
Yours __ (5) __.
B.
Thank you for your letter of January 4th, asking about office furniture.
The enclosed catalogue contains __ (6) __ of our range. In most cases we are able to __ (7) __ you with the goods you require within fourteen days.
We look forward to receiving an order from you.

C.
Thank you for your letter of 1st June, __ (8) __ about the JF72 pocket
calculator.
This model is no longer __ (9) __ as it has been superseded by the JF73
solar-powered pocket calculator. As you will see from the __ (10) __, the new model has several __ (11) __ at an extremely __ (12) __.
We have also enclosed our latest catalogue giving details of the vast __ (13) __ of electronic goods we supply.
We allow a discount of 30% on purchases of not less than 50 of the same model, and 35% on quantities of not less than 100. __ (14) __, we give a discount of 3% for payment within fourteen days from __ (15) __ of invoice.
We look forward to __ (16) __ with you in the near future.

1. 9.
2. 10.
3. 11.
4. 12.
5. 13.
6. 14.
7. 15.
8. 16.

2.4. (15 points) You have lost your pocket calculator, and you want to order a new one. You need to make a written request to your Supervisor, Ann Ray.

Write a memorandum to her

— saying that you need a replacement
— explaining what happened to the old one
— asking her to approve the request.
Write about 15-20 words.

TO: Ann Ray

Equipment requisition form

----------------------------------------------------------------------------
----------------------------------------------------------------------------
3. Reading.

3.1. (30 points) Read the text below about handling complaints. Translate the text into Russian.

Handling Complaints

1. Big companies have a special department to deal with customer complaints. Complaints can often be handled 'on the spot', that is, at the time of purchase. If it is just a matter of changing or exchanging goods, the sales assistant can deal with it. Some problems are more complicated: damaged goods, a request for a refund or a complaint about staff rudeness. At this point a Supervisor or someone from Customer Services is usually called in. But if the matter still cannot be solved, which is usually because the customer refuses to listen or to accept the offered solution, it is referred to someone higher up, such as the Store Manager. Or, if the store is part of a national chain, the complaint will be dealt with by Head Office.
2. The policy of the big chain stores is: 'Accept that things can go wrong and put them right.' They sell a billion items a year and they know that not all their goods are going to be perfect. They accept, therefore, that most (if not all) customer complaints are justified.
3. It's all about customer loyalty. What if a store refuses to listen to a customer's complaint (whether justified or unjustified)? The store then has an unhappy customer, but has done nothing to make that customer happy again. That customer will not come back. But if the store listens politely, checks the problem, and then offers a replacement or a refund, with an apology if needed, the customer will remain loyal.
4. A recent survey shows that customer complaints are increasing. The commonest complaint is about staff who are unhelpful, usually because they know little about the product they are selling. The second thing that makes customers angry is having to wait too long to be served. Recently, many retailers have cut running costs by employing fewer staff, so there simply aren't enough sales assistants or staff at the checkout desks.
5. It is not clear why complaints are on the increase. Maybe standards of service are going down, but the more likely explanation is that people are readier to complain nowadays. Citizens' Charters, telling people what they can expect and what to do if they are dissatisfied, have produced a generation of customers who know their rights and not afraid to demand them.

3.2. (6 x 3 points) For questions 1-6, you have to chose the option (А, В, С or D) which best matches the information in the text. Give your reasons.
1. What can be offered on the spot if a customer complains?
A. a full refund of the purchase price
B. a replacement of the original item
C. an apology for impolite behavior

2. A complaint would be referred to the Store Manager or Head Office when
A. a customer remains dissatisfied.
B. a customer has been overcharged.
C. a customer has been rude to staff.

3. The big chain stores accept a customer's complaint because
A. they accept that there will always be some damaged or faulty goods.
B. they believe 'the customer is always right'.
C. only a small percentage of imperfect goods are returned.

4. According to the writer, a store can keep its customers happy by
A. agreeing with them whether they are right or wrong.
B. referring them to Head Office in serious cases.
C. always taking notice of their complaints.

5. According to the writer, why does it often take so long to get served?
A. Staff don't know enough to answer customers' questions.
B. There are not enough checkout desks in most stores.
C. Stores have reduced the number of sales staff.

6. The writer believes there are more customer complaints these days because
A. people are more aware of their rights than they used to be.
B. young people are more likely to complain than older people.
C. stores don't listen to what their customers are telling them.

 

Рекомендуемая литература

1. Основная литература:

1. Агабекян И.П. Английский язык для менеджеров: Учебное пособие – 11е издание, Ростов н\Д: Феникс, 2012

2. Английский язык в ситуациях повседневного делового общения: Учебное пособие/ З.В. Маньковская. НИЦ Инфра-М, 2013

 

2. Дополнительная литература:

1. Деловой английский язык: ускоренный курс: Учебное пособие / З.В. Маньковская. - М.: НИЦ ИНФРА-М, 2014. - 160 с.: 60x90 1/16. - (Высшее образование: Бакалавриат). (переплет) ISBN 978-5-16-009391-8, 500 экз.

2. Деловой английский язык / Е.Б. Попов - М.: НИЦ ИНФРА-М, 2015. - 64 с.: 60x90 1/16 ISBN 978-5-16-103283-1 (online)

 

Базы периодических электронных изданий

1. Коллекция подписных российских научных журналов на НЭБ

2. Российские открытые научные журналы на платформе eLIBRARY.RU

3. Электронная база данных российских журналов компании East View

4. Springer on eLibrary.Ru

 



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