
- •Ділова іноземна мова (англійська мова) методичні вказівки
- •0305 Економіка та підприємництво,
- •0306 Менеджмент і адміністрування
- •6.050202 Автоматизація та комп’ютерно-інтегровані технології
- •Київ нухт 2010
- •Module 1 Job Search Process
- •Vocabulary
- •1. The recruitment process
- •The recruitment process
- •2 Job Search Process
- •What is the Job Search Process?
- •How Much Time Will the Job Search Take?
- •What Do You Need to Know Before You Start?
- •What Are the Steps of the Job Search Process?
- •1) Values
- •2) Interests
- •3) Skills
- •My transferrable skills and how I can use them
- •1) Pursue Advertised Vacancies
- •2) Develop a Contact Network
- •3) Contact Employers Directly
- •Tips for contacting employers
- •What Job Search Techniques Work?
- •Should You Keep a Record of Your Search?
- •Language Development Exercise 1. Reading for meaning What are employers looking for?
- •J ob Search
- •Exercise 3. Applying for a job
- •Vocabulary
- •Vocabulary
- •Vocabulary
- •Unit 2 Job Interview
- •Fay needs advice from Jerry on how to succeed at a job interview in English
- •2. Preperation
- •1) Researching Employers
- •2.) Interview Questions
- •3. Job Interview
- •1) The beginning of the interview
- •2) During a Job Interview
- •3) The end of the interview
- •4) After the Interview
- •Language Development
- •Vocabulary
- •How you look and behave at an interview can sometimes be even more important than what you say! There are lots of things you can do to make a good impression on interviewers.
- •Vocabulary
- •Vocabulary
- •Vocabulary
- •Module 2 Main Business Documents Unit 1 Resume/cv
- •A resume or cv
- •A Cover(ing) Letter
- •Types of Résumés
- •Constructing Your Résumé
- •Full Name
- •Sample Chronological Résumé
- •Sample Functional Résumé
- •Sample Combination Résumé
- •Curriculum Vitae
- •European cv's have varying formats. Each European country has different recruitment practices, but all use cv's instead of résumés. The uk cv comes closest to the American résumé.
- •British And American English
- •Example of cv
- •Curriculum vitae
- •Interests
- •Résumé Checklist
- •Language Development
- •Compiling a cv
- •Vocabulary
- •Vocabulary
- •Vocabulary
- •Unit 2. Application Form
- •Completing an application form
- •Unit 3 Business Letter – General Overview
- •Business Letter Template
- •Some notes on business letters.
- •The writer's address
- •The reference
- •The subscription (complimentary close)
- •The signature
- •The designation
- •Language development
- •5 High Street
- •2 Elm Avenue
- •66 Grimshaw Gardens
- •1. Answer the following questions.
- •What is a format of a Cover Letter?
- •What makes a good Cover Letter?
- •Language Development
- •1. Letter Content
- •2. Useful phrases
- •Vocabulary
- •Look at the following tips for writing Cover Letters. Decide whether the following tips for writing Cover Letters are true or false.
- •Vocabulary
- •Unit 5 Reference Letters/Letters of Recommendation
- •Reference Letter Template
- •Sample Letter of Recommendation
- •Letters of Enquiry/Request
- •1) General information
- •2) Conventions
- •1. Structure
- •2. Layout
- •Sample Enquiry Letter/Request Letter
- •3. Frequently made mistakes!
- •Language Development
- •Answer Letter (Responding to Inquiries and Requests for Information)
- •Important Language to Remember
- •Sample Answer Letter
- •Language development
- •Unit 7 Letter of Complaint/Complaint(s) Letter and Apology Letter Letter of Complaint/Complaint(s) Letter
- •Write concise letters
- •Authoritative complaints letters have credibility and carry more weight
- •Complaints letters must include all the facts
- •Constructive letters and suggestions make complaints easier to resolve
- •Write letters with a friendly and complimentary tone
- •Where should you send letters of complaints?
- •Complaint Letter Template
- •Sample Complaint Letter
- •Summary Writing a Complaint Letter…
- •Language Development The Grammar of 'Complain'
- •4. Salutation:
- •9. Final Paragraph
- •Apology Letter
- •Apology Letter Template
- •Sample Apology Letter
- •Unit 8 Fax
- •Important Language to Remember
- •Sample Fax
- •Language development
- •Unit 9 e-mail
- •Important Language to Remember and Notations
- •Sample emails
- •Language Development
- •Email Workshop Questions
- •Unit 10 Memo
- •Information segment
- •Important Language to Remember
- •Sample Memo
- •Language Development
- •Module 3 Business Plan
- •Writing your Business Plan
- •The Executive Summary (Business Description)
- •Identifying your Business Opportunity
- •Marketing and Sales Strategy of a Business Plan
- •Your Team
- •Operations
- •Financial Forecasts of a Business Plan
- •Other Useful Information
- •Summary
- •Module 4 Contract
- •Essential Clauses of Contract
- •Vocabulary
- •Payment
- •Vocabulary
- •Transport and Delivery Terms
- •The Fourteen Incoterms
- •Vocabulary
- •Packing and Marking
- •Extract from a contract
- •Packing
- •Extract from a contract
- •Marking
- •Voabulary
- •Insurance of Goods
- •Vocabulary
- •Force Majeure
- •Vocabulary
- •Claims and Sanctions
- •Vocabulary
- •Contract for Sending Specialists Abroad Контракт на відрядження фахівців
- •Контракт на експорт товарів Contract for the Export of Goods
- •Контракт №
- •Contract No.
- •5. Packing and marking
- •6. Payment
- •7. Advice of shipment and shipping instructions
- •8. Inspection and tests
- •9. Guarantee and claims
- •10. Contingencies
- •11. Penalty
- •12. Arbitration
- •13. Other terms and conditions
- •5. Упаковка і маркування
- •6. Платіж
- •7. Повідомлення про відвантаження і відвантажувальні інструкції
- •8. Випробування і перевірка
- •9. Гарантії і претензії
- •10. Непереборна сила
- •11. Санкції
- •12. Арбітраж
- •13. Інші умови
- •14. Юридичні адреси сторін
- •Contract for the Purchase of Consumer Goods Контракт на покупку товарів народного споживання
- •Контракт №
- •Bill of lading №
- •1. Subject of the contract
- •2. Obligations of the parties
- •2.1. The uscts shall be obliged to:
- •2.2. The Customer shall be obliged to:
- •3. Time and terms of providing services
- •4. Delivery and acceptance of the goods
- •5. Price and total value of the contract
- •6. Sanctions
- •7. Arbitration
- •8. Validity of agreement
- •Contract for sale of goods
- •Contract
- •1. Subject of the Contract
- •2. Prices and Total Value of the Contract
- •3. Time of Delivery
- •4. Terms of Payment
- •5. Technical Documentation
- •6. Guarantee of the Quality of the Equipment.
- •7. Packing
- •8. Marking
- •9. Shipping Instructions and Notifications
- •10. Insurance
- •11. Sanctions
- •12. Force Majeure
- •13. Arbitration
- •14. Other Terms
- •Letter of Complaint/Complaint(s) Letter 99
- •Ділова іноземна мова
- •Методичні вказівки
- •0305 Економіка та підприємництво,
- •0306 Менеджмент і адміністрування та напрямів підготовки
- •6.050101 Комп’ютерні науки та 6.050202 Автоматизація та
Write letters with a friendly and complimentary tone
It may be surprising to some, but threatening people generally does not produce good results. This applies whether you are writing, phoning or meeting face-to-face.
A friendly complimentary approach encourages the other person to reciprocate – they'll want to return your faith, build the relationship, and keep you as a loyal customer or user of their products or services. People like helping nice friendly people. People do not find it easy to help nasty people who attack them.
This is perhaps the most important rule of all when complaining. Be kind to people and they will be kind to you. Ask for their help – it's really so simple – and they will want to help you.
In fact, complaints are best and quickest resolved if you take the view that it's nobody's fault. Attaching blame causes defensiveness – the barriers go up and conflict develops.
If you use phrases like – "I realise that mistakes happen..."; "I'm not blaming anyone...."; "I'm sure this is a rare problem...", your letter will be seen as friendly, non-threatening, and non-confrontational. This relaxes the person at the other end, and makes them more inclined to help you, because you are obviously friendly and reasonable.
Where should you send letters of complaints?
If the organization has a customer services department at their head office this is the first place to start. The department will be geared up to dealing with complaints letters, and your complaint should be processed quickly with the others they'll receive because that's the job of a customer services department. This is especially the case for large organizations. Sending initial complaints letters to managing directors and CEO's will only be referred by their PA staff to the customer services department anyway, with the result of immediately alienating the customer services staff, because you've 'gone over their heads'.
The trick of sending a copy letter to the CEO – and showing this on the letter to the customer services department – is likely to have the same effect. Keep your powder dry until you need it.
You can generally find the address of the customer services department on (where appropriate) product packaging, invoices, websites, and other advertising and communications materials produced by the organization concerned. Local branches, if applicable, will also have the details.
If your complaint is one which has not been satisfactorily resolved by the normal customer services or complaints department, then you should refer the matter upwards, and ultimately, when you've run out of patience, to the top – the company CEO or MD.
The higher the level of the person you are writing to, the more need to make your letter clear, concise, authoritative, etc. When referring complaints upwards always attach copies of previous correspondence.
Complaint Letter Template
(use letterheaded paper showing home/business address and phone number)
name and address (of customer service department)
date
Dear Sir or Madam (or name)
heading with relevant reference numbers (e.g. Faulty (xyz) product)
(Optional, especially if writing to a named person) ask for the person's help, eg "I'd really appreciate your help with this."
State facts of situation, including dates, names, reference numbers, but keep this very concise and brief (append details, history, photocopies if applicable, for example if the situation is very complex and has a long history). (e.g. I'm afraid that the enclosed (xyz) product doesn't work. It is the third one I've had to return this month (see attached correspondence). I bought it from ABC stores at Newtown, Big County on (date). I was careful to follow the instructions for use, honestly.)
(Optional, and normally worth including) state some positive things about your normal experience with the organization concerned, for example: that you've no wish to go elsewhere and hope that a solution can be found; compliment any of their people who have given good service; compliment their products and say that normally you are very happy with things. (e.g. Other than the three I've had to return recently, I've always found your products to be excellent.)
State your suggested solution. If the situation and solution is complex, state also that you'll be as flexible as you can to come to an agreed way forward. (e.g. I'd be grateful if you could send a replacement and refund my postage (state amount)).
State that you look forward to hearing from them soon and that you appreciate their help. (e.g. I really appreciate your help. )
Yours faithfully (if not sent to a named person) or sincerely (if sent to a named person)
Your signature
Your printed name (and title/position if applicable)
c.c. (plus names and organizations, if copying the letter to anyone) enc. (if enclosing something, such as packaging or attachments |