Английскй учебник
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2.What issues are to be discussed at the meeting?
3.What information can the participants get from the minutes?
4.What decisions have been made about each issue?
5.Why is it important to take the minutes during the meeting?
AGENDA
Staff meeting, 15th February
Venue: Meeting room 3
Apologies for absence
Minutes of the last meeting
Issues to be discussed:
•Car parking
•Company restaurant
•Holiday dates
•AOB (any other business)
MINUTES
Date: 15th February
Venue: Meeting room 3
Chair: Steve Clapton
Present: Rebecca Palmer, Sam Wills, Monica Brown, Nick Flemming
Apologies and minutes: Michael and Catherine sent their apologies. Rebecca read the minutes of the last minutes and everybody agreed that they were accurate. Sam agreed to take the minutes of this meeting.
1. Car parking
There was a lot of discussion about building a site for car parking. Steve, Rebecca and Sam were for this, but Monica and Nick were against.
It was decided to ask employees if they would support the idea to reduce car use, like leaving their cars at home one day a week. There was a difference of opinions between Rebecca and Monica about this.
Action points: Monica is to find out opinions of all employees who use cars and report at the next meeting.
2. Staff restaurant
Sam said that we must find exact costs of the restaurant today, compared to costs of possible outside food supplier. We decided to set a target of a 10 per cent reduction in costs for the company.
Action points: Sam is to research the costs and report back by email before the next meeting.
3. Staff holidays
We discussed what happened last year when too many people were away in August and customers complained. We decided that staff must take two weeks in winter and two weeks in summer. We voted on this and the vote was unanimous.
Next meeting: 1st March, meeting room 5
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13. . .
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1.The buyers informed the sellers that they were prepared to double the order.
2.They were informed yesterday that the company would pay all accounts promptly.
3.We informed the suppliers that the goods had been delivered to the port.
4.The buyers telegraphed to the suppliers that they could not accept the offer on the conditions proposed.
5.The sellers stated in their offer that orders would be executed within six weeks.
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15. % “Solving a problem”.
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1. Belleview - #- ! ). -
1982 2012 . * ?
Belleview, UK; 30 years ago |
Belleview, UK; today |
Belleview is one of England’s most beautiful |
Belleview is certainly worth visiting if you are |
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towns, with its white villas, historic main street, public gardens and long promenade by beach. Many retired people come to live in Belleview, attracted by its healthy climate and peaceful, quiet atmosphere. There are ten restaurants in the town, as well as many cafes and tea rooms, several of which are in the picturesque harbour area. The town has a famous spa, an aquarium and an interesting museum. Most people spend their Saturday evening taking a leisurely walk along the promenade.
young and looking for an exciting, international atmosphere. The two new universities, numerous English language schools and the building of an airport nearby have totally changed the town. There are now 200 restaurants and 50 night clubs. The town’s population has increased greatly in recent years, and now over 60% of the population is under 40 years old. Belleview is a lively, noisy seaside town, but it’s not the safest one – you must be careful in clubs and on the beaches. On Saturday evenings the town centre is taken over by young people enjoying themselves and the restaurants and clubs are really lively.
2. , & $# . )
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I can’t agree with the opinions expressed in your |
I wish to respond to your recent criticism of our |
recent article about Belleview. I’m a 20-yaer-old |
town. I have lived in Belleview for over forty |
student and have been studying here for the last |
years, so my opinion might be of interest to your |
three years. I think Belleview is a great town to |
readers. Firstly in recent years the town seems to |
live in. There is so much to do here for people |
be focusing more on young people than on older |
like me, and the night life is fantastic. My friend |
more mature people. Many top class restaurants |
and I go to a new night club every weekend. We |
have closed down and been replaced by fast |
really enjoy sports facilities in Belleview, espe- |
food outlets that attract younger people. There |
cially the opportunities to go surfboarding and |
are simply not enough places for older people to |
water skiing. |
go to and enjoy themselves. |
I hope very much that the town will sell the old |
The beach used to be a lovely place for people |
aquarium and use the money to build a new |
to stroll around. Now it has become commer- |
sports and swimming pool complex. |
cialized and is full of trendy boutiques and |
Yours sincerely, |
amusement places, all aimed at young people. |
Jack Hampton |
The town centre is not a place to go to at night. |
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It’s full of noisy young people, and you don’t |
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feel safe here any more. |
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Finally, there is a rumour that our world-famous |
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aquarium will be sold. I sincerely hope it won’t |
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happen. |
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Yours faithfully, |
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Sam Jackson |
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•Parking
•Fees for beaches
•Behaviour of young people
•Lack of facilities for older people
•The proposal to sell an aquarium
Group 1: Representatives of town administration.
You don’t have a lot of money to spend on large projects so you want to:
•Keep charging people to use the beaches – they are an important source of income.
•Sell town’s aquarium because it’s losing money and in poor conditions. You want to use the money to build a new sports and swimming pool centre.
•Charge more for parking to encourage people to use the excellent bus service.
•Make residents happier without spending too much money.
Group 2: Representatives of youth society
You are happy in Belleview. You want to:
•Use the beaches without paying fees.
•Persuade the administration to sell the aquarium. It is in poor conditions and fewer people go there nowadays. This money can be used on building a new sports and swimming pool centre.
•Have a new venue for visits by pop singers.
•Have free travel on buses for people under the age of 21
Group 3: Representatives of local population aged 45-65
You are unhappy in Belleview. You want to:
•Persuade the administration not to sell the 80-year-old aquarium. They should spend a lot of money on the aquarium to bring it up to the standards as it is one of the most famous sights of the town.
•Have more facilities in the town for older people (think of some examples).
•Have free parking for all resident car owners.
•Propose stricter penalties for bad behaviour by young people.
3.( ! ! .
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5.! ! ! .
UNIT 5. BUSINESS TELEPHONE CALLS
1. % ! . ! . %, (
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1.How often do you make phone calls?
2.In what situations do you prefer to use your phone?
3.When was the last time you called an organization for information? What happened?
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4.Do you like recorded information or do you prefer to speak to a real person?
5.Have you ever had problems while talking over the phone? What kind of problems?
6.Have you ever made a phone call in English? Was it easy or difficult for you?
7.Why might it be difficult to make a phone call in English? What problems can arise?
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transfer, return, get (4), play, put, call, repeat, take, listen
1.You constantly __________ through to a voice mail system.
2.You __________ cut off in the middle of the call.
3.They __________ irritating music when you are put on hold.
4.People you call ___________ a long time to answer.
5.People don’t _________ your calls.
6.They ________ you on hold and forget about you.
7.You __________ an answer phone.
8.They __________ you to another person and you have to ____________ your enquiry.
9.They don’t _________ properly to what you are saying.
10.You continually __________ an engaged tone when you _________ somebody.
3. , ! ' .
If you want to call somebody in a company, you pick up the phone and hearing the dialing tone you start to dial the number on the keypad. If you don’t know the person’s direct line number, you may dial the number of the company’s switchboard. Then one of the following things may happen:
•The number rings but there is no answer.
•You hear the engaged tone because the person is already talking on the phone. In this case you’d better hang up and try again later.
•You get through but not to the number you wanted. The person on the other side of the line usually says that you have dialed the wrong number.
•The operator answers, you ask for the extension of the person you want to speak to.
•You are put through to the wrong extension. The person offers to transfer you to the right extension, but you are cut off – the call ends.
•The person you want to speak to is not at the desk and you leave a message on the voicemail. You ask him to call you back or to return your call.
4..
3.
1.Call me at the office tomorrow. My __________ line is 8495 784562134. If I’m not there, leave a ___________ on my ____________ and I’ll call you ________ when I get it.
2.All international lines are __________. Please ____________ up and try again later.
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3.‘Could I speak to Ms Wells, please?’ – “Oh, I’m sorry. She is not on this __________ ; she is on 345. I’ll put you through to the main _____________. Just ask the ___________ to transfer you to the Sales Department.
4.“Good morning. Theatre ticket hotline. How can I help you?” – “Oh, I think I have dialed the ______________.
5.Hello, could you check a number for me? I was talking to someone there but I was
___________ off. Now when I call, I just get the __________ tone.
6.“Could you help me to make a phone call to Germany, please?” – “Certainly, sir. Just
________ up the phone and _________ 9 to get a line. When you hear the __________ tone, dial 00 33 and then the number you want in Germany’.
7.This is Credit Card helpline. To check your balance, please press 1 on your _________. To make a payment press 2.
8.I got your message yesterday but I was too busy to _________ your call. I’ll call ______
later, when you are at your desk.
5..
bad line, call me, Can I take a message? Could I speak to…, dialed the wrong number, engaged, hold, put me through, this is, you are through
A Sales Department. How can I help you?
BOh, I must have (1) _____________. Can you (2) _________________ to Customer Service, please?
A I’m sorry, it’s a (3) _________________. Did you say Customer Service?
BYes, that’s right.
AJust a moment, please. I’m sorry but the line is (4) ____________. Do you want to (5)
_______________? B All right.
A(6) ___________________
B Hello. (7)___________________ to the department manager, please?
C I’m afraid he isn’t at the office this morning. (8)_____________________?
BYes, please. (9)___________ Michael Jones. Could you ask him to (10) _____________? C Certainly, Sir. Good bye.
BThank you. Good bye.
6. % ! . $ .
Student A: You are phoning Travel Direct Company to find out about some airline tickets you ordered. You want to speak to Sandi Elliot to find out what is happening and why the tickets have not been delivered yet.
Student B: You work at Travel Direct Company. Sandi Elliot is on the other line at the moment.
Student A |
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Student B |
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1. |
Answer the phone. |
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1. Ask to speak to Sandi Elliot. |
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2. |
Explain that Sandi is on the other line; ask the |
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caller to hold or if he/she wants Sandi to call back.
2. Ask if she can call back.
3. Ask what the call is about.
3. Explain what the call is about.
4. Ask for the caller’s number
4. Give your number and say when you can be contacted.
5. Check the number. Say thank you and finish the conversation.
5. Say goodbye.
8.. $
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Models:
•You should…
•You’d better
•It’s recommended
•You may/might
Phone calls can often be challenging even in your own language, but when you are speaking a foreign language they are even more difficult. There is no body language to help you, the audio quality is not always perfect and there is more time pressure than in a face-to-face conversation. But there are some tips how to make telephoning in English less stressful.
If you have to make a difficult phone call, spend a few minutes preparing it. Think about what you want from a phone call. What might the other person say? Make notes of English phrases you can use during your call.
Try to relax a little. Make sure that you have enough time for the call and don’t be in a hurry. It’s better to have a successful ten-minute call that an unsuccessful three-minute call.
Sometimes receiving an unexpected phone call can be very stressful. To give yourself some time to prepare for the call, you might want to tell a “white lie” (I’m sorry, I’m actually at the meeting right now. Can I call you back in ten minutes?) and call back when you feel more confident.
Speak more slowly and at the lower pitch than you would during a face-to-face conversation. It makes you sound confident, helps the other person to understand you and calms you down if you are nervous.
Don’t be afraid to ask a caller to repeat something (I’m sorry, I still didn’t catch it. Could you say it again more slowly?). It’s better for the caller to repeat a piece of information five times than for you to write down the wrong information.
Active listening strategies can help you to communicate more effectively on the telephone. When listening, say words like right, ok, I see, I got it, etc. to show that you are paying attention. The other person fells more relaxed if it is clear that you are still here and actively listening to him. Check each piece of information that the other person gives you – even if you think you have understood everything perfectly, you might have actually misunderstood something the other person said (- My number is 8 495 784 5621 – Let me just read it back to you. So that’s 8 495 784 5621).
It can be difficult on the telephone to know when to speak yourself and when to let your partner speak. Since you and the person you are talking to can’t see each other, you may have to use
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verbal instead of non-verbal techniques, such as asking appropriate questions (You’ll be at the office tomorrow, won’t you?) or interrupting politely if the other person doesn’t give you a chance to speak (Could I interrupt you there for a second? I’d like to clarify some points?).
Try to smile. Although it sound strange, but the other person can hear if you are smiling – it makes your voice friendlier.
8. |
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1. |
Can you put me through to extension 589, |
a. Certainly. I’m calling to confirm a reserva- |
please? |
tion. |
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2. |
Do you want to hold or would you like to call |
b. Could you tell her John Whitman from West- |
back? |
ern Clinics called? |
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3. |
I’d like to speak to Mr. Morris. |
c. This is Mr. Mountain from Generics Pharma- |
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ceuticals. |
4. |
May I ask who is calling? |
d. Yes, of course, it’s C-A-Y-T-O-N. |
5. |
Can I ask the purpose of your call? |
e. One moment, please. I’m putting you through. |
6. |
I’m afraid she is out of the office right now. |
f. I’d like to enquire about flights to Amsterdam. |
Can I take a message? |
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7. |
Can we arrange a meeting? What about Tues- |
g. Speaking, please. |
day? |
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8. |
Could you spell your name, please? |
h. No problem. What date would you like? |
9. |
Travel Agency. How can I help you? |
i. I’ll check my diary. I’m afraid I can’t make it |
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Tuesday. What about Wednesday? |
10. I’d like to book a single room in the name of |
j. I’ll hold. |
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Smith. |
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9.% ! . ( ! $ 8 -
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A Good morning, Hilton Hotel. Can I help you? |
A Good morning, Hilton Hotel. Can I help you? |
B Yes, please… er… just a moment. |
B Yes, this is John Powell, from Super Dent |
A Hello? Are you still here? |
company. Could I speak to Sylvia Parker, |
B Yes, sorry…em… |
please? |
A How can I help you? |
A Certainly, can I ask the purpose of your call, |
B Oh, yes, can I speak to, er, to, er …Sylvia |
Mr. Powell? |
Parker, please? |
B I’d like to confirm the reservation for the |
A Certainly, Sir. May I ask who is calling? |
next week’s conference. |
B Sorry? |
A Thank you, Mr. Powell. Putting you through |
A Can I have you name, please? |
now. |
B Oh, yes, it’s John Powell, from Super Dent |
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company. |
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A Can I ask the purpose of your call, |
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Mr. Powell? |
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B Oh…em… I want to confirm the reservation |
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for the conference. |
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A Thank you, Mr. Powell. Putting you through |
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now.
11. + !, !
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AHello? B Hello.
AHello. Is that Electronics Ltd? B That’s right.
ACan I have a Customer Service Department, please? B Yes.
ASorry?
B This is the Customer Service.
AOh, right. I’d like to speak to Mark Spell, please. B Yes.
ASorry?
B That’s me.
AWell, why didn’t you say so? B Can I help you?
AYes, I hope so. I’m calling about a defective product I bought yesterday in your shop.
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Would you do me a favour and …? – + |
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Would you mind … ing? – & $ … |
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I’d really appreciate it if you did it for me. – 3 |
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It’d be a great help if you could … . – |
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Do you know …? Could you tell me …? I’d like to know …
I wonder …
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How much does it cost? ( $ " ) – I’d like to know how much it costs. ( -
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Will he be at the office in the afternoon? (" )– Do you know if he will be at the office in the afternoon? ( " )
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1.Get it done by Friday.
2.Mail it to my home address.
3.Tell her to come to see me.
4.Wait a minute.
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5.Tell him I called.
6.Inform him about the delay.
7.Attend the meeting.
8.You will work overtime next week.
13., ! ' .
A: “InterAir”. Can I help you?
B: Yes, please. I’d like some information about a flight arriving from Munich.
A:Yes. Do you know what the flight number is?
B:The flight number? I’m not sure. I know it leaves Munich at 6:30 p.m.
A:Oh, yes, it’s IA 745.
B:Yes, that’s it. Could you tell me what time it arrives?
A:Certainly, Sir. The arrival time is 8:25 p.m.
B:8:25 p.m. Do you know if there is any delay?
A:No, the flight is on time.
B:Right, thank you very much
A:You’re welcome. Goodbye.
B:Goodbye.
14., ! '
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1.What time does the flight leave?
2.What terminal does it leave from?
3.How long is the meeting with Mr. Hales?
4.Which car hire company is it?
5.Which models do they have available?
6.Do I need an international driving license?
7.Where are we staying?
8.Is it a nice place?
9.How far is the hotel from the nearest town?
10.Have they booked a meeting room?
15.% ! . $#, .
Student A: You are travelling on business in the UK. When you finish there you are going straight to another country for a special conference. You expected to receive the information about this trip from your office, but the hotel’s Internet connection doesn’t work and you don’t have any other access to your email account. Call your office to get the necessary information. Ask the questions in exercise 14. Make a note of all the information.
Student B: You were just about to send this email to your colleague when he/she called you. Answer his/her questions.
To: steve.clayton@megaline.com
From: robert.mcmurdo@megaline.com
Subject: Annual meeting
Steve,
You’re on flight BA 684 at 7:15 p.m. on the 18th of May from London Heathrow Terminal 2. You’ll be met by a taxi which will take you to the factory to meet Mr. Hales. It’s about 40 kilome-
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