- •Contents Section I. Modern business administration
- •Section II. Management information systems
- •Section III. Legal matters
- •Section IV. Business etiquette
- •Section V. Office safety. Stress at work
- •Section VI. Business documentation
- •Section VII. Insurance
- •7.3 Marine Insurance…………………………………………………….. Section VIII. Psychology in work
- •Передмова
- •Section I. Modern business administration Unit 1.1. Responsibility for Office Work
- •1.1.1. Office work
- •Assignments
- •1.1.2. Centralization and Decentralization
- •Centralization of office services
- •Selection of office site
- •Assignments
- •1.1.3. Layout of Office
- •Vocabulary notes
- •Assignments
- •1.1.4. Forms Design and Control
- •Assignments
- •1.1.5. Work Measurement
- •Assignments
- •Unit 1.2. Office Machinery and Equipment
- •1.2.1. Written Communication
- •Dictating machines
- •Facsimile reproduction and transmission
- •Teleprinters and telex systems
- •Real-time systems
- •Assignments
- •1.2.2. Oral Communication Telephone
- •Intercommunication (intercom) systems
- •Staff location or paging systems
- •Assignments
- •1.2.3. Other Office Services Filing
- •Filing equipment
- •Records retention
- •Microphotography
- •Assignments
- •1.2.4. Mailing
- •Reproduction
- •Assignments
- •1.2.5. Data Processing (dp)
- •1.Input
- •2. Storage
- •3. Arithmetic unit (or processing unit)
- •4. Output unit
- •5.Control unit
- •Assignments
- •1.2.6. Some other Terms Used
- •Word processor
- •Assignments
- •1.2.7. Databases
- •Digital Image Processing (dip)
- •Some advantages of dip
- •Assignments
- •1.2.8. The Future of the Office Teleworking
- •The integrated office
- •Assignments
- •1.2.9. Security, Data Protection and Audit
- •Security of information
- •Assignments
- •1.2.10. The Place of Management Services in a Company The data processing (dp) manager
- •A systems analyst
- •A programmer
- •The operations manager
- •Organization of machine room
- •Assignments
- •Section II. Management information systems Unit 2.1. Introduction to mis
- •2.1.1. What is mis?
- •Assignments
- •2.1.2.Management Functions and Levels
- •Assignments
- •2.1.3. The Nature of Planning and Decision Making and the Techniques Available
- •Assignments
- •2.1.4. The Influence of Information Technology (it)
- •Assignments
- •1. What is it?
- •2.1.5.Changes Affecting Organisations
- •Vocabulary notes
- •Assignments
- •Unit 2.2. Information, Data and Communication
- •2.2.1. Information and Management
- •Information Classifications
- •Assignments
- •2.2.2. Data and Information
- •Assignments
- •2.2.3. Characteristics of Good Information
- •Communication Methods
- •Assignments
- •2.2.4. Perception
- •Assignments
- •2.2.5. Communication Systems
- •Assignments
- •2.2.6. Mis Definition
- •Information in Organisations
- •Assignments
- •Unit 2.3.Information Technology and mis
- •2.3.1. What is it?
- •Assignments
- •2.3.2. It and Information Systems
- •Text Handling
- •Teletext/Viewdata
- •Assignments
- •2.3.3. Telecommunications
- •Voice Mail
- •Assignments
- •2.3.4. Tele-conferencing and Video-conferencing
- •Elecronic Data Interchange (edi)
- •Other communication systems
- •Assignments
- •Section III. Legal matters Unit 3.1. Company law
- •3.1.1. Characteristics of a Company
- •Vocabulary notes
- •Assignments
- •3.1.2. Board Meetings
- •1. Board meetings
- •2. Shareholders’ meetings
- •Assignments
- •3.1.3.Shareholders’ Meetings
- •Assignments
- •Golden Tours Limited
- •Vocabulary notes
- •Memorandum
- •3.1.4.Removal of a Director from the Board
- •Assignments
- •Director’s service agreement
- •3.1.5.Unfair Dismissal
- •Assignments
- •3.2.1. Full-time Employment Contract
- •3.2.2. Disciplinary Warnings (verbal and written)
- •3.2.3. Letter of Redundancy
- •3.2.4. Employment Law and Human Resource Terms
- •3.2.5. Employment Discrimination
- •Section IV. Business etiquette Unit 4.1.How to Behave in Business
- •4.1.1.The Rules of Good Business Manners
- •Assignments
- •4.1.2. Dealing with People Face to Face
- •Grammar notes
- •Assignments
- •4.1.3. Dealing with Customers and Suppliers
- •Assignments
- •4.1.4. Handling Conflict
- •Assignments
- •4.1.5. Building Relationships
- •Assignments
- •4.1.6. The Etiquette of Using Mobile Phones
- •Assignments
- •4.1.7. Business Meetings
- •4.1.8. Formal Meetings
- •Assignments
- •4.1.9.Business Meals
- •Assignments
- •4.1.10. Social Occasions
- •Hospitality events
- •Office parties
- •Assignments
- •Unit 4.2. Dealing with Different Cultures
- •4.2.1.Being Courteous toForeign Business People
- •Assignments
- •4.2.2.Dealing with the Americans
- •4.2.3. Dealing with the Japanese
- •Assignments
- •4.2.4. Dealing with the Arabs
- •Ethnic and Religious Differences
- •Assignments
- •4.2.5. Dealing with Continental Europeans
- •Assignments
- •4.2.6.Relationships between Businesses
- •Respect hierarchies
- •Be loyal to your firm
- •Handling complaints
- •Confidential material
- •Assignments
- •4.2.7. Office Rage
- •Assignments
- •Section V. Office safety. Stress at work. Unit 5.1. Office Safety.
- •5.1.1. Housekeeping
- •Assignments
- •5.1.2. Electrical appliances
- •Assignments
- •5.1.3. Dangerous Substances
- •Assignments
- •5.1.4. Fire Precautions
- •Assignments
- •5.1.5. Office Health and Safety Audit
- •Assignments
- •Unit 5.2. Stress at Work
- •5.2.1. What is Stress?
- •Assignments
- •5.2.2. Role Theory
- •Assignments
- •5.2.3. The Effects of Stress
- •Assignments
- •5.2.4. Coping Strategies
- •Assignments
- •Vocabulary notes
- •5.2.5. Priorities in Managing Stress
- •Vocabulary notes
- •Assignments
- •5.2.6. Stress Management and Communication
- •Assignments
- •5.2.7. Stress Management Techniques
- •Assignments
- •5.2.8. Steps to Combat Stress
- •Assignments
- •Section VI. Business documentation Unit 6.1. Business Letters
- •6.1.1. Introduction to Business Letters
- •Parts of a Business Letter
- •Inside Address
- •Introduction
- •Identification Initials
- •Assignments
- •6.1.2. Sample Business Letters
- •6.1.2.1. Job Application Letters1
- •Assignments
- •Job Application Letter (follow-up)
- •Assignments
- •Job Application Letters (unsolicited letter)
- •Assignments
- •Reply to an Unsolicited Letter
- •Assignments
- •Covering Letter
- •Assignments
- •CurriculumVitae
- •Example cv wendy benson
- •Assignments
- •6.1.2.2. Complaint Letters
- •Complaint about Truck’s Breakdown
- •Assignments
- •Reply to Complaint about Delay in Submiting Technical Documentation
- •Assignments
- •Complaint about Damage
- •Assignments
- •Reply to Complaint about Damage
- •Assignments
- •Reply to Complaint about Bad Workmanship
- •Assignments
- •Reply to Complaint about Non-delivery
- •Assignments
- •Points to Remember
- •6.1.2.3. Banking Request for a Standing Order
- •Assignments
- •Credit (request for general credit facilities)
- •Assignments
- •Refusal of Credit Facilities
- •Assignments
- •Credit Denied
- •Assignments
- •Credit Granted
- •Assignments
- •Assignments
- •Credit (referee’s reply)
- •Assignments
- •Credit (enquiry agent’s reply)
- •Assignments
- •6.1.2.4. Payment Payment (request for an extension)
- •Vocabulary notes
- •Assignments
- •Payment (offer of a compromise)
- •Assignments
- •Payment (reply to second request)
- •Assignments
- •Payment (third request, final demand)
- •Assignments
- •Error: Mistake in Payment
- •Assignments
- •Collection Letter(first request)
- •Assignments
- •Collection Letter (subsequent requests)
- •Assignments
- •6.1.2.5. Insurance Request for Comprehensive Insurance
- •Assignments
- •Reply to Claim for Fire Damage
- •Assignments
- •Transportation and Shipping
- •Assignments
- •6.1.2.6.Miscellaneous Replies and Quotations
- •Assignments
- •Delay in Delivery
- •Assignments
- •Quotation of Terms
- •Assignments
- •Placing an Order (covering letter)
- •Assignments
- •Rendering Technical Assistance
- •Assignments
- •Reply to Request to Eliminate the Breakdown of the Generator
- •Assignments
- •Tenders for the Construction Works
- •Assignments
- •Letter of Acknowledgment
- •Assignments
- •Letter of Appreciation
- •Assignments
- •Letter of Recommendation
- •Assignments
- •Reservation Letter
- •Assignments
- •Assignments
- •Letter of Resignation
- •Assignments
- •Unit 6.2. Other Business Documents
- •6.2.1. The Memorandum
- •6.2.2. Sample Memorandums Sample Memorandum 1
- •Sample Memorandums 2
- •Sample Memorandums 3
- •Interoffice message
- •Assignments
- •Sample Memorandum 4
- •Assignments
- •Sample Memorandum 5
- •Visit of a customer
- •Assignments
- •Sample Memorandum 6
- •Industrial change
- •Assignments
- •Sample Memorandum 7 Redundancies
- •Assignments
- •Sample Memorandum 8
- •Assignments
- •6.2.3. Minutes
- •Assignments
- •14 In suite 15, administration building
- •Assignments
- •Assignments
- •6.2.4. Report Writing
- •Setting the objective
- •Researching and organising information
- •1. Decide what information you need
- •2. Collect the material
- •3.Collate the information
- •4. Sort it into groups
- •Structuring the report
- •Writing in a clear style
- •Using correct English
- •Adding the finishing touches
- •Assignments
- •6.2.5. Sample Reports Sample Report 1
- •Market research summary
- •1. Sales
- •2.Advertising
- •3. Competition
- •4. Finance
- •Assignments
- •Sample Report 2
- •Report on Internet sales
- •Assignments
- •Sample report 3 Advertising agency’s report
- •Preliminary Market Research Report for Katz Electrical Ltd
- •Assignments
- •6.2.6. Documents Used in Transportation of Goods Road, Rail, and Air Transport
- •Road transport
- •Documentation
- •Rail transport
- •Documentation
- •Documentation
- •General
- •Assignments
- •Shipping
- •Types of vessel
- •Containers services
- •Shipping documentation
- •Shipping Liabilities
- •Vocabulary notes
- •Assignments
- •6.2.7. Essential Features of Contract
- •Assignments
- •Terms of Payment
- •Assignments
- •Terms of Delivery
- •Incoterms
- •Insurance of Goods
- •Assignments
- •Force Majeure
- •Assignments
- •Claims and Sanctions
- •Claim Procedure
- •Ways of Settling a Claim
- •Assignments
- •6. Packing and Marking
- •7. Terms of Payment
- •8. Sanctions and claims
- •9. Force majeure
- •Settlement of disputes and arbitration
- •11. Miscellaneous
- •Legal Addresses of the Parties
- •Assignments
- •Sample Contract 2
- •Article 1
- •Article 2
- •Article 3
- •Article 4
- •Article 5
- •Article 6
- •Article 7
- •Article 8
- •Article 9
- •Article 10
- •Article 11
- •Article 12
- •Assignments
- •Article 4
- •Article 5
- •Article 6
- •Article 7
- •Article 8
- •Section VII. Insurance
- •7.1. Insurance Procedures
- •Fire and Accident Insurance
- •Assignments
- •7.2. Accident Insurance
- •Assignments
- •7.3. Marine insurance
- •Marine Insurance Policies
- •Assignments
- •Section VIII. Psychology in work.
- •8.1. Psychological Theories about Unemployment and Retirement
- •Assignments
- •8.2. Retirement and Responsibility
- •Assignments
- •8.3. Leadership
- •Assignments
- •8.4. Choosing People for Jobs
- •Assignments
- •Список літератури
- •Dictionaries
Assignments
I. Memorise the following words and phrases:
to numb |
викликати оніміння |
to take out stress on others |
дати вихід стресу |
to lash out |
вибухнути лайкою, доріканнями |
to dread |
відчувати благоговійний страх |
to procrastinate |
баритися, зволікати, відкладати |
fatigue |
втома |
to rebound |
поліпшитися |
to alert |
попереджувати про небезпеку |
pressure-cooker |
скороварка |
to equate |
прирівнювати |
to weed out |
виполювати (бур’ян); перен. усувати |
frustrated |
розчарований |
to strive for |
прагнути |
II. Answer the following questions to determine if you have crossed over the line from productive, occasional stress to chronic stress:
a) You attitude to work
1. Do you dread going to work?
2. Do you find yourself taking more days off sick, arriving late and leaving early?
3. Do you feel tired at work?
4. Do you suffer from forgetfulness about work-related tasks or commitments?
5. Do you procrastinate?
6. Do you feel, or does your boss comment, that your performance is below normal?
Evaluate your answers
1. Your attitude towards work as you begin the day is a key indicator of your work environment. If you dread going to work, you definitely need to identify and change whatever causes stress in your work environment.
2. People who take days off sick when they are not ill do so to avoid something at work that bothers them. The same holds true when you arrive late, take long lunches or count the minutes until 5 p.m.
3. How do you know if you are genuinely tired or experiencing stress-related fatigue? The fatigue is stress related if your energy level rebounds when you remove yourself from the stressful environment or situation.
4. These questions relate to your ability to get things done at work. A change in your productivity and work habits can be a red flag alerting you to stress. The questions you have to answer are 'Why?' and 'How do I solve the problem?
Vocabulary notes
Pressure cooker
1. A tightly-covered cooking pot in which food is cooked very quickly by the pressure of hot steam.
2. A situation or place that causes anxiety or difficulties.
Continue by assessing stress and your work culture
1. Does the corporate culture where you work encourage a pressure-cooker environment?
2. Are your job responsibilities, and to whom you report, clearly defined?
3. Do you get regular feedback which helps you do your job better?
4. Do you have the support systems (either people or equipment) to carry out your job efficiently and successfully?
5. Do you feel uncertain about your job or the stability of the company?
Evaluate your answers
1. Some companies equate maximum productivity with pressure. Some managers also feel this is a good way to weed out all but the most productive, highly motivated employees. These organizations often create stress both in the work environment and at home. The message they send employees is that work always comes before personal commitments.
You have the following option:
• Decide if the experience, compensation or prestige is worth the cost in terms of your health and possible damage to your personal life.
• One of the most widespread causes of stress in the workplace are poorly defined job responsibilities and having too many supervisors or not knowing to whom you report.
You have the following option:
• Get some answers: a written job description and clarification about to whom you report.
• Without feedback on your performance, you can easily become frustrated. The issue here is recognition. These are your options:
• Establish short-term, measurable goals (increase in sales, number of items produced, etc.) with supervisors.
• Establish times to review progress and get feedback.
Knowing you can do a job well and being prevented from doing so because of lack of support creates tremendous stress. The key issue here is lack of control.
You have these options:
• Identify what resources you lack to do your job efficiently and successfully.
• Justify the need for these resources in terms of benefits to the company (increased sales, better customer service, faster order fulfilment, etc.). Worrying about job security produces stress. If you are worried about the future of your job or company, you can regain a sense of control by building a 'lifeboat'.
A lifeboat represents work alternatives in the event of your losing your job. Identifying these options in advance of a crisis puts you in control.
• Work out the minimum income needed to meet monthly obligations.
• List all the ways you can earn money.
• List what you would like to do for a living.
• Develop realistic short-term alternatives and long-term goals to strive for.
III. Suggest the Ukrainian equivalents of the phrases below:
lashing out with an angry comment; professional counseling; to dread going to work; to suffer from forgetfulness: to take days off sick; energy level rebounds; to remove oneself from the stressful environment; work habits; to get regular feedback; work always comes before personal commitments; to become frustrated; measurable goals; to meet obligations; to experience stress-related fatigue; pressure-cooker environment.
IV. Find English equivalents to the following phrases:
відчувати втому, пов’язану із стресом; оточення, яке нагадує скороварку; робота важливіша, ніж особисті зобов’язання; енергетичний рівень поліпшується; брати вихідні через хворобу; з острахом іти на роботу; виконувати зобов’язання; порада професіонала; розчаровуватися; помірні (не надто складні) цілі.
V. Answer the questions:
1. In what ways do people deal with stress at work?
2. What organisations are considered to be stressful?
3. What actions does a Stress Management Action Plan incorporate?
4. What does the Victorian maxim mentioned in the text mean?
5. What does the term ‘a pressure-cooker environment’ mean?
6. Why do some employers equate maximum productivity with pressure?
7. What would you do if your employer told you that work always comes before personal commitments?
8. What will be your advice to a person who doesn't get regular feedback on his/her performance?
9. What advice would you give to a person who dreads going to work?
10. What are the ways to relieve the symptoms and eliminate the cause of stress in the workplace if your job responsibilities are poorly defined and you do not know to whom you report?
11. What is a "lifeboat"?
12. You feel tired, but your energy level rebounds when you remove yourself from a stressful situation. What does it mean?
VI. Translate into English:
1. Якщо ви з острахом йдете на роботу, вам необхідно визначити причину стресу на робочому місці і внести необхідні зміни.
2. Втома пов’язана із стресом, якщо рівень вашої енергії поліпшується, коли ви покидаєте стресове середовище.
3. «Рятувальний човен» ─ це альтернативні шляхи заробляння грошей у разі втрати роботи.
4. Деякі роботодавці намагаються переконати своїх працівників у тому, що робота є важливішою, ніж особисте життя.
