Basic English For Business Management 09 [PDF]

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INSTITUTE OF POSTS & TELECOMMUNICATIONS DEPARTMENT OF BASIC SCIENCES ENGLISH SECTION

FOR INTERNAL USE ONLY

Sep – 2009

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Contents (course 1)

Preface

2

unit 1.

Communicating electronically

3

unit 2.

Describing a company

12

unit 3.

Describing trends

24

unit 4.

Work and motivation

33

unit 5.

Human resources

41

unit 6.

Marketing and sales

49

unit 7.

Promotion

58

List of resources

67-68

1

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PREFACE English is often used in specialist journals, books and magazines to reach an international public. This course is for people in business or students of business who want to learn more English for use on their jobs or in their studies. Its primary aim is to facilitate reading, but it also provides practice in the kind of grammatical constructions and vocabulary.

The course contains texts and exercises. The texts are taken from a range of recent publications such as books, magazines and newspapers mentioned in the list of resources.

I acknowledge our indebtedness to these authors whose books provided not only information, guidelines but actual methods which I have followed.

Although I have drawn many ideas and in some cases procedures from the books mentioned, any errors of analysis, classification, or interpretation found in this book are entirely my own.

Thanks to those meticulous readers who have written and will write in with suggestions, politely reminding me of my human fallibility.

Course compiler

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unit 1.

Communicating electronically (telephones, emails).

I.

TELEPHONING.

I.1.

STRUCTURING A CALL.

I.1.1.

OUTGOING CALLS. ( i.e. when you make the call )

Read the following sentences and then put them into the correct list below. 1.

Good morning / Hello.

2.

Could (Can) I speak to (with) Georgia Miller, please ?

3.

I’d like to speak to Susan Green, please.

4.

Could you put me through to Mr. Dylan, please ?

5.

Is Ms. Richardson there ?

6.

I’m calling to ask about the union meeting.

7.

I’m ringing to tell you about the order of November the fifteen.

8.

It is about (concerning) the meeting tomorrow.

9.

The reason I’m calling is to fix another appointment.

10.

I’m returning your call.

11.

This is Thomas Parker speaking.

12.

I’m Susan Green from Morningside Post Office .

13.

I see (understand).

14.

Well, thank you very much for your help.

15.

I’m grateful for your assistance.

16.

When could we meet ?

17.

What time would suit you ?

18.

Would tomorrow at 7 p.m. suit you (be ok)?

19.

I’d like to see you on Friday after work.

20.

Could you ask him to call me back?

21.

Could you tell him I called?

22.

I’ll call back tomorrow morning .

23.

Could I leave a message?

24.

Speak to you soon.

25.

Goodbye.

26.

Well, I look forward to meeting you on Friday at 6 p.m.

27.

Yes, that suits me fine.

(a) Greetings

(b) Identifying

(c. Asking to

(d) Explaining the

(e) Showing

yourself

speak to someone

purpose of the calls

understanding

(f) Making an

(g) Leaving a

(h) Confirming

(i) Thanking

(j) Ending the calls

appointment

message

details

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I.I.2.

INCOMING CALLS. ( i.e. when you receive the call )

Read the following sentences and then put them into the correct list below. 1.

May I ask who’s calling ?

2.

Who’s calling (speaking), please ?

3.

I’m sorry I didn’t catch your name.

4.

Who shall I say is calling ?

5.

XYZ Post Office speaking.

6.

ABC Co., Ltd . Good morning.

7.

Susan Green here.

8.

Will you hold ?

9.

Could you ring back later (in a few minutes)?

10.

Would you like to leave a message ?

11.

Can I take a message ?

12.

Would you like to have her return your call ?

13.

I’ll tell him you called.

14.

I’ll get him to ring you back first thing in the afternoon.

15.

What can I do for you ? (How can I help you?)

16.

Could you tell me what it’s about ?

17.

May I ask the nature of your business, please ?

18.

I am afraid he is not available (not here) at the moment.

19.

I am afraid he is with a client (in a meeting) at the moment.

20.

I am sorry he is on the other line at the moment.

21.

I am afraid her line is engaged (busy) at this time.

22.

I am afraid he can’t take the call at this time.

23.

Speak to you soon.

24.

Bye.

25.

Thanks for calling.

(a) Identifying yourself when

(b) Helping the

(c) Asking for the caller’s

you pick up the phone

caller

identification

(e) Explaining that

(f) Alternative

(g) Thanking

someone is not available

actions

(d) Asking about the purpose

(h) Ending

I.2.

PRACTICE.

I.2.1.

MATCHING.

(1)

Match the words (phrases) on the left with the words (phrases) on the right that mean the same.

1. ______ I'll get back to you.

A. The phone connection has been broken

2. ______ Will do.

B. What do you want to say?

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3. ______ Anything else?

C. I'll call you again.

4. ______ Hang up.

D. The line’s engaged.

5. ______ We’ve been cut off

E. Could I have your name?

6. ______ The line’s busy.

F. Can you wait?

7. ______ What's up ?

G. .… speaking.

8. ______ Who’s calling?

H. Can you wait?

9. ______ Will you hold?

I.

Okay, I'll do it .

10. ______ Hold on.

J.

Put the phone down.

11. ______ This is …..

K. Is that all?

12. ______ Hold on.

L. One moment.

(2)

Look at the sentences. Think about them carefully. Which ones are said by:

 a person making a call?

(3)

(write A)

 a person receiving a call?

(write B)

Who says these expressions ? Caller ( C ) / Receiver ( R ) ? Write C or R beside each expression.

1. ………. I’ve got the wrong number. 2. ………. I must have the wrong number. / I must have dialed the wrong number. 3. ………. I have been misrouted 4. ………. There’s no one here by that name. / There’s no one of that name here. 5. ………. You’ll have to check with the Directory Enquiry. 6. ………. You have the wrong number./ You dialed the wrong number. 7. ………. The number has been changed. 8. ………. I guess I have the wrong number.

I.2.2.

SENTENCE COMPLETION.

Choose the correct answer or answers. 1. I’m sorry, I can’t hear you very well, this is ______. (a) a terrible line

(b) a bad connection

(c) unobtainable

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(d) busy all the time

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2. I am trying to get 1234567. I am afraid ______. (a) it’s put through (b) there’s no answer

(c) I can get through

(d) the number is reachable

(c) more slowly

(d) more loudly

3. Could you speak ______,please ? (a) a little louder

(b) a little slower

4. I can’t ______ to him, his line always seems to be ______. (a) put through – unobtainable

(c) get through – busy all the time

(b) connect – unavailable

(d) put through – cut off

5. I’m sorry about that. I’m glad you’re still there. We must have been ______ for a moment. (a) run off

(b) cut off

(c) out of order

(d) crossed

6. If you’ve misdialed, you’ll hear a tone telling you that the number is ______. (a) unobtainable

(b) unreachable

(c) ringing

(d) dialing

7. “Hello, Operator? Can you tell me how to make a call to France?” “Certainly, sir. Just pick up the phone and ______”9” to get a line. When you hear the dialing tone, dial 0033 and then the number you want in France.” (a) press

(b) dial

(c) push

(d) all of these

8. Excuse me, I’d like you to ______ this line, we get ______. (a) test – a crossed line

(c) check – a lot of cross-talk on it

(b) check – a lot of interference on it

(d) check – a crossed line

9. The code for Leeds has been changed. Please ______, inserting 05 before the subscriber number. (a) redial

(b) misdial

(c) hang up

(d) press

10. I have tried a number several times and I always get ______. (a) a busy tone

(b) a busy signal

(c) an engaged tone

(d) a number unobtainable tone

11. The number has been changed. Please ______ and dial the following number. (a) hang up

(b) replace the handset (c) pick the receiver up (d) put the receiver down

12. If you don’t want to be interrupted by any phone calls, you can leave the phone ______. (a) on the hook

(b) off the hook

(c) on

(d) on its rest

13. The phone’s ringing. Why don’t you ______ ? (a) lift the handset (b) pick up the receiver (c) hang up

(d) put the receiver down

14. Mrs. Scott isn’t available at the moment. Can you ______ later? (a) ring back

(b) call back

(c) phone back

(d) call for

15. Can you ______ Ms Dumas’s number in the directory, please? (a) look at

(b) look by

(c) look up

(d) look out

16. I’m afraid she’s with a client, shall I _______ to her secretary? (a) book you

(b) put you through

(c) get through

(d) connect you

17. Mr. Green never seems to be in his office. I’ve been trying to ______ to him all morning. (a) get through

(b) put through

(c) reach

(d) put on

18. Is Graham there? If so, could you _______, please? (a) look up him

(b) put through him

(c) get through him

(d) put him on

19. I’m sorry to trouble you, I think I must have got the ______. (a) phone book

(b) directory

(c) wrong number

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(d) cell phone

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20. I can’t get through, their line always seems to be ______. (a) engaged

(b) occupied

(c) busy

(d) in use

21. I’m out tomorrow morning, so give me a ______ in the afternoon. (a) call

(b) ring

(c) bell

(d) all of these

22. Customers in the States can call us on our ______ number. (a) toll-free

(b) free-cost

(c) priceless

(d) free of phone

(c) book a call

(d) telephone a call to

23. Can you tell me how to ______ France? (a) make a call to

(b) place a call to

24. Businesses often have ______ for leaving messages for people not at their desks. (a) multiline phones (b) voicemail 25. (A) X: “Hi. Is this Liz?” (a) hear not well

(c) fixed phones

(d) speakerphones

Y: “Yes, who’s that? I can ______ you.”

(b) hardly hear

(c) not hear well

(d) not hardly hear

(c) at my cellphone

(d) for my pager

(B) X: “It’s Debbie. I’m ______. (a) in my phone

(b) on my mobile

I.2.3. LISTENING TASK. (1)

Listen to five conversations and note the following. ____________

where the warehouse is

_________

the person to speak to

____________

4. where the caller is going

_________

2. what the caller offers to do

____________

1. the phone number

the name of the company

____________

3. what the caller wants to receive (2)

the e-mail address

_________

5. the name of the department _________ the total

____________

_________

In this part you will hear some short conversations between two people. At the end of each conversation, a third voice will ask you a question about what was said. You are to choose the best response to each question.

1.

a. $29

2.

a. Jason Daniels isn’t home right now.

c. Jason Daniels can’t come to the phone right now.

b. The caller dialed the wrong number.

d. Jason Daniels doesn’t want to speak to the caller.

a. The number is 6-9-1

c. 9-1-6 is the area code

b. The area code is 1-9-6

d. 6-1-9 is the correct number.

a. One dollar a minute.

c. Two dollars and fifty cents a minute.

b. One dollar a page.

d. Two dollars and fifty cents a page.

a. He will pay $65.

c. He will pay $9.55

b. He will pay $10.00

d. He will not pay for the call.

a. Call London about the charges.

c. Refuse the call from London.

b. Accept the charges for the call.

d. Charge the call to someone in London.

a. Call her at home before nine o’clock.

c. Leave a message on her answering machine after nine o’clock.

b. Call Jack back at nine o’clock.

d. Call 674-9521 before nine o’clock.

a. The operator

c. The person making the call

b. The person receiving the call

d. No one. The call is free

3.

4.

5.

6.

7.

8.

b. $50

c. $25

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d. $30

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II.

NOTE-TAKING.

It is often necessary to take notes in phone conversations, telegraphic messages, e-mails, etc. You can do this more easily by economizing on words, sentences and information In order to achieve financial economy, there are two types of economy which you must practice : economy of words & information.

II.1

ECONOMY OF WORDS .

(1) Grammar words:

pronoun

/

auxiliary

verbs

/

articles

/

prepositions. (2) Information words:

nouns / verbs / adjectives / adverbs.

Notes : a. Grammar words may be omitted. We often leave out we, you,....etc( pronouns) and in , at , on ..etc..(prepositions). , and the, a, an ..etc..( articles) .But the message must be clear. b. Participles or nouns can be used to replace clauses. c.

Usually we leave out mid-vowels, end- vowels, and use the key part of a word or use a common abbreviation.

d. Create a word from the first letters of each word in a series of words. e. Use a letter that is pronounced the same as the word.

II.2

ECONOMY OF INFORMATION .

(1) It is more important to be concise than to be polite. (2) If a piece of information is not essential for the reader, it should be excluded from the message.

II.3

PRACTICE.

(1)

Write the following sentences in note form.

1. Will you please inform us of the date when the flight BA 105 arrives in New York? 2. We would be grateful if you would reply as quickly as possible. 3. Your letter dated December 15 2004 was received. 4. I am looking forward to signing the contract with them as soon as possible. 5. With reference to your fax of 23 February 2005, the materials which you requested are not available. 6. You could use part number 352/TN and 651/FJ for a maximum of ten days. Please reply as soon as possible 7. I regret that I am unable to attend the meeting as planned 8. I expect to return to work on 28th April. You can phone me on New York 4437941 if necessary.

②

Choose the abbreviation from the list below that matches each of the words and phrases.

1.

note

6. Greenwich Mean Time

11. free on board

2.

for example

7. stamped addressed envelope

12. for a maximum of

3.

per year

8. about, on the subject of

13. thousand

4.

and so on

9. cost, insurance, freight

14. for the attention of

5.

estimated time of arrival

10. as soon as possible

15. especially

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⒜ etc.

⒝ re

⒞ ETA

⒟ e.g.

⒠ SAE

⒡ max

⒢ NB

⒣ k

⒤ p.a.

⒥ GMT

⒦ CIF

⒧ ATTN

⒨ asap

⒩ FOB

⒪ esp

☺ Now use abbreviations to help you shorten the following sentences into notes. 16. Could you ask Mr.Dittmar about the invoice as soon as you can ? 17. The cost will be $27,000 including insurance and freight. 18. And there will be interest payable at 18 per cent per year. 19. Their agent is expected to arrive in London at 22.30. 20. It is very important that we don’t pay more than $15.

III.

E-MAILS.

Email is electronic mail. You can send an email to someone, or email them. They will reply to your email or email you back.

III.1.

EMAIL ADDRESS.

Study this typical email address. It belongs to Anna Lock, who works for the Pesto company in the UK.

[email protected]

userid

domain

type of organization country

Study these examples of types of organizations and countries. Organizations

Countries

com or co

commercial organization

at

Austria

edu / ac

education

au

Australia

gov

government

ca

Canada

Int

international organization

ch

Switzerland

mil

military

de

Germany

net

network provider

es

Spain

org

not-for-profit

fr

France

and other organization

it

Italy

III.2.

EMAIL LAYOUT.

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