МИНИСТЕРСТВО ТРАНСПОРТА РОССИЙСКОЙ ФЕДЕРАЦИИ
ФЕДЕРАЛЬНОЕ ГОСУДАРСТВЕННОЕ ОБРАЗОВАТЕЛЬНОЕ УЧРЕЖДЕНИЕ
ВЫСШЕГО ПРОФЕССИОНАЛЬНОГО ОБРАЗОВАНИЯ
УЛЬЯНОВСКОЕ ВЫСШЕЕ АВИАЦИОННОЕ УЧИЛИЩЕ
ГРАЖДАНСКОЙ АВИАЦИИ (ИНСТИТУТ)
Разговорный английский язык
Spoken Business English
Учебно-методическое пособие
Ульяновск 2011
ББК
Разговорный английский язык. Spoken Business English = Разговорный деловой английский язык: учеб.-метод. пособие / сост. О. С. Ивасюк, Т. А. Стародубцева, А. A. Шлямова. – Ульяновск: УВАУ ГА(И), 2011. – 79 с.
Содержит аутентичные тексты и серию упражнений для развития коммуникативной компетенции курсантов в сфере делового общения.
Предназначено для проведения практических занятий с курсантами 3-го курса и студентами заочной формы обучения направлений подготовки бакалавров 080200.62 – Менеджмент, 221400.62 – Управление качеством, курсантами 3-го курса специализации 220501.65.01 – Управление качеством в технике и технологии авиатранспортных систем.
ОГЛАВЛЕНИЕ
CONTENTS
Общие сведения. 3
Unit 1. Making Contacts. 4
Unit 2. Company’s Structure. 19
Unit 3. Contracts and Their Performance. 30
Unit 4. Marketing. 38
Unit 5. Negotiating. 50
Unit 6. finance. 60
Unit 7. Problems at Work. 71
Bibliography. 78
гражданской авиации (институт), 2011
Общие сведения
Учебно-методическое пособие “Spoken Business English” подготовлено на кафедре иностранных языков Ульяновского высшего авиационного училища гражданской авиации.
Цель учебно-методического пособия – формирование у курсантов и студентов навыков практического использования лексического материала в устной речи в сфере делового профессионального общения.
Пособие организовано по тематическому принципу и состоит из семи разделов: «Установление деловых отношений» (“Making Contacts”), «Компании и их структура» (“Company’s Structure”), «Контракты» (“Contracts and Their Performance”), «Маркетинг» (“Marketing”), «Ведение переговоров» (“Negotiating”), «Финансы» (“Finance”), «Проблемы на работе» (“Problems at Work”).
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Каждый раздел включает предтекстовые упражнения, тексты, вопросы, контролирующие понимание текстов, диалоги и ситуации для составления, серию послетекстовых лексических упражнений, проблемные ситуации для устного обсуждения.
Представленный в учебно-методическом пособии материал имеет разный уровень сложности и может быть использован на практических занятиях в группах с разным уровнем подготовки. Составители надеются, что данное учебно-методическое пособие будет способствовать развитию коммуникативной компетенции курсантов и поддержанию их интереса к изучению иностранного языка.
UNIT 1. MAKING CONTACTS
Warming up
Ex. 1. Read the text and discuss the questions below.
International business people have a need to make contact with others whom they have never met before, or know only slightly. The most important characteristic of exchanges in the context of business meetings, telephone calls, and negotiations is a sense of purpose. Language is used to achieve the desired result, and its successful use is seen in terms of a successful outcome to the business transaction or event. Much of the language needed by business people (apart from social language) will be transactional: getting what you want and persuadingothers to agree with the course of action you propose.
1. Why is it necessary for managers to know not only General English but also Business English? What do you think the main difference between General English and Business English is?
2. What is the main goal of Language in Business? Give your ideas.
3. Why do people around the world conduct business meetings in English even though English may be a foreign language to all those present? Prove your answer.
Appointments
Warming up
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Ex. 2. Discuss the following questions.
1. Have you arranged an appointment? What did you do to make an appointment?
2. Why is it important for businessmen to know the rules of making appointments?
3. What do you think is the preferred time for arranging business meetings?
Language input
Ex. 3. Learn the new words and word combinations. Consult the dictionary if you don’t know the meaning.
To make / to have / to keep / to postpone / to cancel / an appointment
To arrange a meeting
To check an appointment book / to check an appointment list / to consult
the diary
To apologize / to offer apologies / to offer sincere apologies
To be tied up / to have an urgent matter
Ex. 4. The following phrases will help you to make / confirm / change the appointments. Learn the phrases and discuss the questions below.
Making arrangements
| Formal | Informal |
| I’d like to make an appointment with … I was wondering if we could get together to talk about… Could we meet to discuss… Can we fix / arrange a date for our meeting? What day will be convenient for you? What time would be convenient for you? I look forward to seeing you. | Do you want to meet sometime? When are you free? Let’s meet … Is Friday evening Ok? Ok, see you then! |
Confirming arrangements
– I’m ringing to confirm our meeting tomorrow.
 as we agreed?
2.15 at your office, as we arranged?
as we said?
– Good. I look forward to seeing you. Goodbye.
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Changing arrangements
| I’m afraid that… I’m sorry but… (I’m afraid that I can’t manage Friday. I’m rather tied up). Can you move it back to Monday? Can we bring it forward to Tuesday? Could we push back the meeting to six? Could I suggest…? / What about…? / Perhaps…? Explaining circumstances I have a conflict in my schedule. I've had a change in my schedule. An urgent matter has come up in our London office. |
1. What is the difference between formal and informal way of making arrangement?
2. Is it always necessary to use formal language talking to business partners? Are there any exceptions? Give the examples.
Ex. 5. Practice the following dialogue with a partner.
A: Hello, Mr. Zane. This is Henry Grant over at Hitachi.
B: Hello, Henry. What can I do for you?
A: I was wondering if we could get together on Tuesday to talk about the specifications on the relays you ordered.
B: Tuesday sounds fine to me, what time is good for you?
A: How about 2 p.m.?
B: I’m sorry, I’ve got to meet with Mr. Smith then, but any other time
is fine.
A: Can we try 3 p.m.?
B: That’s perfect. I look forward to seeing you.
A: Thank you Mr. Zane, I’ll see you on Tuesday then, at 3 p.m.
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Ex. 6. Insert words or phrases you find appropriate and act out the dialogue.
Michelle: Mr. Smith’s office! How can I help you?
You: …………………...………..An urgent matter has come up in my London office and needs my immediate attention. I offer sincere apologies to Mr. Smith. Could I suggest ……………………….?
Michelle: Could you hold on for a minute, Mr. ……... I’ll just look in the diary. So when’s convenient for you?
You: ………………………………………………...
Michelle: Monday … let me see … he’s out of the office all morning. But he’s free in the afternoon, after about three.
You: ………………………………………………..
Michelle: So shall we say 4.10 next Monday, in Mr. Smith’s office?
You: Yes, that sounds fine. ……………………………..
Michelle: Okay, then. Bye.
Ex. 7. Produce a dialogue based on the suggested topic.
You’d like to change the appointment with Mr. Brown. You call him and find out that he isn’t in. Speak to his secretary and try to find the other day which will suit Mr. Brown busy schedule.
Listening
Ex. 8. Listen to the telephone conversation between Peter Jefferson and the secretary of Mr. Brian Hibberd and answer the questions.
1. What is the purpose of Peter Jefferson call?
2. Did he manage to talk to Mr. Hibberd?
3. How long will Mr. Hibberd be on holiday?
4. Is Mr. Hibberd free all day next Wednesday?
5. What is the exact time of the appointment?
Telephone
Warming up
Ex. 1. Look at the picture and discuss the questions below.
1. Have you ever spoken English on the phone?
2. What difficulties can one have using phone in English? What should a person do to deal with them?
3. Have you ever had to deal with a difficult phone call? How did you manage with it?
Language input
Ex. 2. Learn the new words and word combinations. Consult the dictionary if you don’t know the meaning.
area code (AmE) / dialing code (BrE)
answer phone / answering machine
bad line
busy (AmE) / engaged (BrE) line
extension
missed call
receiver
switchboard operator
telephone book / directory
telephone charge
telephone box / booth
telephone network
voice mail
voice message
to call back / ring back
to cut off
to dial (redial) the (wrong) number
to get through
to hang up
to hold on
to look up
to speak up
to put someone on speaker phone
to put through
to pick up the receiver
to replace the receiver
Ex. 3. Look at the sample definition and define the words below.
E.g. Switchboard – is an electronic system to receive and transfer telephone calls.
Collect call; directory enquiries; long distance call; area code; ex-directory.
Ex. 4. The following useful phrases will help you to manage the telephone call.
| Caller | Receiver |
| Can I speak to …, please? Could I speak to… please? Thanks for returning my call Sorry, we were cut off Could you tell him...? I’ll spell it I'll call back later Could you give him a message, please? | How can I help? Who’s calling, please? Who shall I say is calling? Who is on the line, please? Could / can / will / would you give me your name, please? Please hold / Hold the line, please I’ll just put you through |
Asking for repetition
| I’m sorry, I didn’t quite catch that / Sorry, I didn’t get that Could you say that again please? / Could you repeat that please? Could you speak a little slower please, as my English isn’t very good? I’m afraid this line isn’t very good, can I phone you back on my land line? Could I just go through the main points again? / Could you summarize the main points again please? Could you speak up / speak louder a bit, please? Could I just confirm that you said 13th January and not the 30th? |
If the person called is not available
| I’m afraid / sorry … isn’t available / isn’t in / isn’t in the office / is on the other line / is away for a few days. Shall I put you through to his / her secretary? Would you like to call later? Can I give him / her a message? / Can I take a message? |
If the number is wrong
| You must have the wrong number. / I’m sorry, you’ve got the wrong number. – Is that not 556 8790? – No, it’s 555 8790 Sorry about that / I must have dialed the wrong number Sorry to have troubled you |
Ex. 5. Practice the following dialogue with a partner.
Secretary: Good morning, Asia Pacific Enterprises.
Cindy: Hello, could I speak to Mr. Lau, please?
Secretary: I’m afraid Mr. Lau is in a meeting right now. Can I help you?
Cindy: Well, I am doing a project at Hong Kong University on work experience.... Perhaps it’s better if I speak to Mr. Lau personally.
Secretary: Fine, could you call back when the meeting is finished?
Cindy: Yes, could you tell me when the best time to call is?
Secretary: Probably after 4 p.m.
Cindy: Yes, I’ll do that. Thank you for your help.
Secretary: You’re welcome.
Cindy: Good bye.
Secretary: Bye.
Ex. 6. Insert words or phrases you find appropriate and act out the dialogues.
a) Michelle: Hello, you’ve reached the marketing department. How can Ihelp?
You: ………………………………………………………….
Michelle: Certainly. Who shall I say is calling?
You: …………………………………………………………….
Michelle: Just a second – I’ll see if he’s in. Hello, Jason, I’ve got Okay – I’ll put him through. Hang on a moment, … …………………..
b) You: ……………………………………………….……………..
Ruth: Hello. Paul Richards, please.
You: I’m sorry, you’ve got the wrong number, but he does work here. …………...…………….In future his direct number is 5558770.
Ruth: Did I not dial that?
You: ………………………………………………………………..
Ruth: Oh, sorry to have troubled you.
You: ………………………………………………………………..
Ruth: Thanks.
Ex. 7. Produce a dialogue based on the suggested topic.
You are working for an airline catering service. Your business is supplying in-flight meals to airlines. There are some computer system problems and you can’t get information about flights departing from London to Paris. Contact the airline and ask to fax or e-mail you passenger numbers on all flights from London to Paris for tomorrow.
Ex. 8. Sometimes, there may not be anyone to answer the telephone and you will need to leave a message. Follow this outline to make sure that the person who should receive your message has all the information he / she needs and make your own telephone message based on the topic below.
Introduction
Hello, this is Ken. / Hello, My name is Ken Black (more formal).
State the time of day and your reason for calling
It’s ten in the morning. I'm phoning / calling / ringing to find out if... / to see
if... / to let you know that... / to tell you that/ in response to....
Make a request
Could you call / ring / telephone me back?
Leave your telephone number
My number is... / You can reach me at... / Call me at....
Finish
Thanks a lot, bye. / I’ll talk to you later, bye.
You are going to take part in the annual international aviation meeting. Leave the message on the answering machine of one of the holders. Tell him that you can catch a flight which arrives at 8.15 so you can come to their office in advance and discuss some questions you are interested in. Ask him not to worry about meeting you at the airport – you will catch a taxi. But you are not sure in their address. You couldn’t read it properly on the fax. Ask to contact you and to give the address of the office. Your telephone is 145693856 and your e-mail is howard@avia.com.
Arriving at the Company
Warming up
Ex. 1. Discuss the questions below.
1. How do you greet a new contact or colleague in your country?
2. Do businesspeople shake hands? When?
3. Is it Ok to use first names with someone you don’t know well? Can these things be different in other cultures? Give examples from your experience.
Language input
Ex. 2. Learn the new words and word combinations. Consult the dictionary if you don’t know the meaning.
Greetings
| Hello, / Hi, / Good morning / afternoon / evening. Good / nice to see you again. I’m glad / happy / pleased to see you. How are you? – Fine, thanks. And you? How have you been? – Very well. And you? |
Introductions
| Introducing oneself Can / May I introduce myself? My name’s Peter. Let me introduce myself. My name’s …. I’d like to introduce myself. I’m …. I don’t think we’ve met. I’m …. Introducing someone else Can / May I introduce a good friend of mine? This is …. Have you met …? I think you two have already met: Steve Smith – Helen Krieg. I’d like you to meet … / I want you to meet …. Making contact Excuse me, are you Mrs. …? / You are Mr. …, aren’t you? – Yes, that’s right. Hello, you must be Mrs. …. How do you do? – How do you do? Nice to meet you. – Nice to meet you, too. Please, call me …. – Then you must call me …. |
Good-byes
| Good bye / Bye / I’ll say good bye / See you later / See you soon. I’m afraid I’ve got to go. / I’ve got some things to prepare for …. I want to get away before the traffic gets too bad. It’s been a very useful meeting / nice afternoon. Thank you for (all) your help. Have a good / safe trip / flight. – Thank you … (same to you). Enjoy the rest of your stay. – Same to you. It was nice meeting you. – I really enjoyed meeting you, too. I hope to see you again. – I hope so, too. |
Ex. 3. Practice the following dialogue with a partner.
Vince: Hello. Are you going to the civil aviation session?
Paul: Yes, that’s the one in the main auditorium, I think.
Vince: I’m Vince Newman, Senior Vice President of JSC “AVIATION CONSTRUCTION”, USA. I see from your badge you are Paul.
Paul: Yes, that’s right.Paul Lodge,Chief Engineer from “AIRBUS S.A.S.”
Vince: Nice to meet you. Are you staying here in town?
Paul: Yes, at the Post House.It’s just outside the city centre.
Vince: Well, we must meet up after the session. Here, let me give you my card.
Paul: Thank you. And here’s mine.
Vince: Thanks. Catch you later.
Ex. 4. Insert words or phrases you find appropriate and act out the dialogues.
a) Martin: Excuse me, …………………… Jacqueline Turner?
Jacqueline: Yes, that’s ………………………………………….
Martin: May I ……………… myself? I’m Martin Young. How do you do?
Jacqueline: ……………………. Mr. Young.
b) Chris: Hello, Chris Evans. Mind if I join you?
Frank: Oh, ……………….. not. Frank Richards.
Chris: ………………., Frank. So how are you finding the conference so far?
Frank: Actually, I’ve only arrived this morning.
Chris: All right. I ….
Ex. 5. Explain the difference between the following phrases.
1. How do you do? – How are you?
2. Excuse me, are you Mrs. Krame? – Sorry, I don’t know your name.
3. May I introduce myself? – Hi everybody. My name’s Jim Sellers.
4. This is Mary. – Let me introduce you to Mary Higgins.
5. Goodbye. It’s been very interesting talking to you. – See you. I really had a good time.
Ex. 6. Think of the most suitable reaction to the following phrases and act out small dialogues.
1. How are you?
2. How do you do?
3. Pleased to meet you.
4. It was nice meeting you.
5. Have a good weekend.
6. See you next month.
7. You must be Ann Peterson.
8. I hope to see you again.
Ex. 7. Produce a dialogue based on the suggested topic.
You have arrived at the company to meet the Director of the Department of Research and Development. You have arranged this appointment in advance. Speak to the secretary. Introduce yourself. Explain the purpose of your visit.
Small Talk
Warming up
Ex. 1. Discuss the following questions.
1. What is the main purpose of small talk in business communication?
2. When do business people use small talk?
3. What themes do you think are adequate to start the conversation? What themes must be prohibited in business small talk?
Language input
Ex. 2. Learn the new words and word combinations. Consult the dictionary if you don’t know the meaning.
| Weather | Kind of chilly this morning, isn’t it? What a beautiful morning. A bit windy, but beautiful. It’s never that hot at this time of the year. It’s been raining for weeks. Is this never going to end? |
| Weekend | How did you spend the weekend? Did you do anything special? How was your weekend? |
| Sports | A: Did you see the game last night? B: No, I missed it. Was it a good game? |
| Keeping the conversation going | Is this your first visit to Denmark? How long are you going to stay? What do you do, by the way? What line of business are you in? How are you enjoying the conference? Do you know many people here? |
Ex. 3. Work with a partner.
a) Look at the sample conversation. Practice it with a partner.
A: Really? Does he lecture at Oxford?
B: No, he works for Warwick University.
A: Oh, what subject does he teach?
B: He teaches Business administration.
A: That’s interesting. Was he in business before?
B: Yes, he was a consultant with KPMG.
A: Was he? Why did he change?
B: It was very stressful. He wanted something quieter.
A: And does he like teaching?
B: Yes, he loves it.
b) Now take turns to start a conversation using one of the questions below. Keep your conversation going each time by asking five follow-up questions.
1. Where do you work?
2. Do you work in an open-plan office?
3. How many people work in your department?
4. Where did you last go on a business trip?
5. Have you ever been to America?
6. How is work going at the moment?
7. What do you do when you’re not working?
8. Do you like the cinema?
9. What’s happening in your company these days?
10. What are you going to do at the weekend?
Ex. 4. Decide what to say in these situations. Make out your own dialogues.
1. You are arriving for a meeting early. You are the second person there.
2. You are having dinner with the visitors at your company. Break the ice.
3. The pilot on your flight announces a delay. Speak to a passenger next to you.
4. A new person joins your company. You meet her / him for the first time.
5. You meet your colleague at the coffee machine.
Ex. 5. Categorize the phrases and expressions according to the following functions. Three have already been done for you.
| a) Is that the time? | h) Really? | o) I see… |
| b) Hello again | i) It was nice talking to you. | p) We haven’t met. I’m... |
| c) That reminds me… | j) Excuse me, … | q) Will you excuse me? |
| d) Uh huh. | k) I must just… | r) Long time no see. |
| e) I’m afraid, I’ll have to be going. | l) I couldn’t help noticing… | s) While we are on a subject of… |
| f) I understand you… | m) By the way… | t) You are…, aren’t you? |
| g) You must be… | n) Right. | u) [Name] asked me to give you best regards |
| Opening a conversation | Directing a conversation | Showing interest | Closing a conversation |
| b | с | а |
Ex. 6. You “ put your foot in your mouth ” when you say something that makes a person feel embarrassed. Example: “Last night I was telling a joke, and I really put my foot in my mouth. I had no idea I was talking about Rob's wife”. Note: The word “foot” is always singular when you say "foot in your mouth". Example: “Let’s all be very careful what we say at the meeting tomorrow. I don’t want anyone putting their foot in their mouth”.
Repair the following situations by using some of the language below, modal constructions, or something of their own creation.
| What I mean is.... What I meant was.... Let me put it another way.... What I'm saying is.... What I'm trying to say is.... | Don't get me wrong.... Please don't misunderstand.... Excuse me, if I said that I didn't really mean to. Let me rephrase what I just said. |
1. I don’'t like Americans.
You realize you are talking to an American.
2. A woman’s place is in the home.
You realize that you’re talking to a woman who is an accountant who sends her children to a child care center.
3. Anyone can teach.
You realize you are talking to a teacher.
4. I can’t stand people who smoke.
You realize that the extremely pleasant person you’re talking to has a suit that smells like stale smoke.
5. I can’t understand anything that person is saying. (about a non-native speaker of English).
You realize that the only foreign language you tried to learn was Spanish and you were really never able to say anything in that language.
Ex. 7. Roleplay the following situations, using as much polite language as you can.
Situation 1
Student A: You see your colleague in the canteen. You’ve heard he/she applied for a better job, but didn’t get it. How can you diplomatically ask what happened?
Student B: You applied for job with another company with higher pay and better promotion prospects. You didn’t get the job because you failed a test in the interviewing process. How can you explain this to your colleague?
Situation 2
Student A: You are a client negotiating an important contract at a meeting with the sales manager. You’re about to sign when the sales manager spills coffee on your white shirt. It’s an expensive designer label and one of your favourites. What do you say?
Student B: You are the sales manager at a meeting with an important client. The negotiation for a valuable new contract is going very well but then you spill coffee on the client’s white shirt. What can you say to apologize and to make amends?
Listening
Ex. 8. Two people are talking before the meeting. Listen and answer the following questions:
1. Have the two people met before?
2. What do they talk about?
3. How many questions does the man ask? What questions could he ask?
4. When the man gives the answers to the questions he doesn’t give any additional information. What additional information could he give in each case?
5. What impression of each other do you think the two people have at the end of the conversation?
Listen to another version of this conversation. Is it more or less successful than the previous one? Why?