Деловое общение (Английский язык). Учебное пособие

When used collectively the term "management" refers to those people who are responsible for making and carrying out decisions within the system.

An individual manager is a person who directly supervises people in an organization.

Some basic characteristics seem to apply to managers in all types of organizations; they include hard work on a variety of activities, preference for active tasks, direct personal relationships.

Almost everything a manager does involves decisions. The reason for making a decision is that a problem exists. In decision-making there is always some uncertainty and risk.

Managing is a hard job. There is a lot to be done and relatively little time to do it. The engineer can finish a design on a particular day, and the lawyer can win or lose a case at a certain time. But the manager's job is like "Old Man River" – it just keeps going.

Text 7.

World Exhibitions

The first world industrial exhibition was held in London in 1851. It was a great success. It displayed exhibits of 40 participating nations and the number of visitors reached over six million.

Since then world industrial expositions have had a colourful history. Many such events have been held, some of them on a large scale. They have changed not only in size and scope, but also in character and overall purpose. Such events provided opportunities for exchanging scientific, technological and cultural achievements of the people of Europe, America, Australia, Asia and Africa.

Beginning with the early 60s, international expositions began to take new forms, trying to emphasize not only technological progress, but also other aspects of life. They became festivals of industry and culture.

Fairs and exhibitions provide an opportunity to establish profitable contacts and promote mutual understanding among different nations.

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The former Soviet Union has been host to a growing number of international exhibitions. They were sponsored by the USSR Chamber of Commerce and Industry.

The first international exhibition in our country was held in Moscow in 1964. Since then exhibitions have been held in other cities as well and their number has increased to a great extent. However, traditionally, Moscow is still the centre of such events.

Even in ancient Russia this city, which is conveniently located on a river, always attracted thousands of traders. The Fair in those days was a highly festive occasion with colourful crowds filling the streets and much merry-making. On such days the streets were packed with traders, many of whom arrived from far-away places. Moscow has always been famous for its hospitality. Today Moscow is a regular meeting place of traders from different countries. The trade partners participating for many years in the international exhibitions which are held in Moscow and other cities of the Soviet Union appreciate the amicable atmosphere and business-like spirit of the commercial negotiations at these events.

Text 8.

Claims

In ideal business conditions everything should be done carefully

– details of offers and orders checked, manufacture of the goods carried out properly, packing and marking verified.

However in spite of every possible care and attention that is given to contracts letters of complaint happen to arrive rather frequently because of various infringements.

There are various reasons for complaints. The following kinds of claims are often made by Buyers:

1)claims arising from the delivery of wrong goods, damaged goods or substandard goods:

2)claims connected with delays of one kind or another;

3)claims owing to goods missing from delivery (i.e. short - shipment or short-delivery);

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4) claims that concern errors in carrying out an order, These may be caused by mis-typing of figures, mis-reading of numbers, misdirection of goods, wrong packing and so" on. Sellers most frequently make claims on Buyers because of default of payment.

As a rule a customer will not complain unless he has a good reason. If the customer's complaint is well-grounded, the settlement is comparatively easy the error will be admitted and the responsible party will meet the claim fully or partly. In other words, the dissatisfied party will get full or partial compensation for the losses which they suffered. Thus the matter is settled amicably.

Much more difficult is the case where the customer's complaint is not justified. It would be wrong policy to reject the claim off-hand.

The responsible party must carefully explain why the claim is declined and try to persuade the dissatisfied party to withdraw the claim.

Settling commercial disputes by arbitration is practiced if the parties in dispute cannot reach mutual understanding. In this case the parties may refer the matter to the Foreign Trade Arbitration Commission at the Russian Chamber of Commerce and Industry in Moscow. Then the case is heard before a tribunal comprising three arbitrators. The award is made by a majority vote.

The award of the Arbitration Commission is final and binding upon both parties. It is not subject to appeal.

Text 9.

Discussing the Guarantee Period

Borisov studied the offer and the leaflets very closely. He thought that the technical characteristics of the LS 8 pump would suit their customers.

He got in touch with Mr. Parks and visited his office. During their talk they discussed some technical matters.

Today they are meeting at the Russian Trade Delegation. Borisov: Good morning, Mr. Parks. Very glad to see you again. Parks: Good morning, Mr. Borisov. What terrible weather we are

having!

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Borisov: Yes, it has been raining since early morning though the radio didn't say it would rain today.

Parks: I hope it will clear up by the evening.

Borisov: Perhaps it will. Mr. Parks, the matter I'd like to bring up today is the guarantee period. I know it is 12 months from the date of putting the pumps into operation, but not more than 18 months from the delivery date.

Parks: That's right.

Borisov: Well, I find it rather short. We'd like it to be extended by two and three months respectively, as the usual guarantee period for this type of equipment is longer.

Borisov: I see. But, Mr. Parks, I believe the contract will specify that if any defects are found during the guarantee period you are to correct them promptly and at your expense.

Parks: Yes, this is our usual obligation, but of course we do that only if we are responsible for the defects, not if they appear through your fault.

Borisov: This seems reasonable. Let's consider one more possibility. Suppose we would like some faulty parts to be replaced, on what terms will you deliver the replacements?

Parks: We'll try to supply them immediately and pay the cost of their insurance and transport. Will that suit you?

Borisov: Quite.

Parks: By the way, if you want special service visits of our engineer to be arranged after the guarantee period, we can always do that.

Borisov: Shall we have to pay for such visits?

Parks: Yes. You should authorize such visits and pay the engineer's fare to and in Russia, hotel expenses and the cost of each job he will do.

Borisov: Thank you. I'll have to look into the matter. Could we meet on Thursday, say, at 12?

Parks: Let's make it 2 if you don't mind. I have an appointment at 12, which I don't want to break.

Borisov: Very good.

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Text 10.

Contract (Time of Delivery, Payment)

A representative of a British firm, Mr. Smith, contacts Petrov of Soyuzexport to discuss some problems they have had in chartering a vessel for the second consignment of coal.

Smith: I'm glad to say that so far the fulfillment of the Contract has been strictly according to the schedule. Today we've received the documents covering the first consignment. We've already checked the documents and we are going to effect payment the first thing tomorrow morning.

Petrov: That's fine. Soon you'll receive your second consignment. Smith: I'm afraid here we have some problems in getting a vessel of

the necessary tonnage.

Petrov: Do you mean that you may not be able to meet the contractual time?

Smith: At the moment we're in the process of getting the required vessel. But unfortunately, much to our regret, we can get a vessel only for the beginning of October.

Petrov: I'm sorry to hear that.

Smith: If there is no objection on your part, we'd like to postpone the delivery time, issuing an amendment to the present Contract.

Petrov: Well, if that's the case. I believe it could be arranged.

Smith: Thank you very much indeed for your cooperation. We'll get the necessary documents ready for signature by tomorrow.

Text 11.

Talking Business

A

Soyuzimport is interested in buying pumps for a new shop of a large plant in Siberia. The shop is already under construction and the customers require the goods urgently, as they must complete the construction of the shop by the end of the year.

Borisov, a representative of Soyuzimport, who deals in this kind of equipment, got instructions to buy pumps from a British company. As soon as he arrived in London he contacted Bond & Co, a leading

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manufacturer of pumps. Mr. Stanley, the manager of the company, invited him to come to his office.

В

Borisov: Good morning! I'm Borisov. Here is my card.

Stanley: Glad to meet you, Mr. Borisov. Will you take a seat, please. Borisov: Thank you.

Stanley: Did you have a good trip? Borisov: Yes, it was quite nice, thank you.

Stanley: Have you seen any places of interest in London yet? Borisov: Yes, but not many. I arrived in London only two days ago

and it has rained all the time.

Stanley: Oh, I hope the weather will change for the better and it'll stop raining soon. You'll enjoy sightseeing in London. Well, Mr. Borisov, let's discuss business now. What can I do for you?

Borisov: We know you've started producing a new model of pumps. The quality of the model meets our requirements and we’d like to place an order with you. Can you make us an offer for 150 pumps?

Stanley: Sure! When would you like to have the pumps? Borisov: We require the pumps for immediate shipment.

Stanley: Well, you see, Mr. Borisov, we're heavy with orders at the moment and can offer you only 50 pumps for now.

Borisov: And what about the balance of 100 pumps?

Stanley: We can start shipping them six months after we sign the contract. I think we can deliver the pumps in four lots of 25 pumps each at regular intervals within eight months. Is that all right with you?

Borisov: Not altogether. We require the pumps earlier. Could you start the deliveries, say, four months after we sign the contract?

Stanley: I'm afraid not. We can guarantee, however, that there won't be any delay in shipment.

Borisov: All right. I think we could agree to that.

Stanley: Is there anything else you'd like to discuss, Mr. Borisov? Borisov: Yes, there's another point I'd like to clarify. It's about your

delivery terms.

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Stanley: As we can provide shipping facilities we usually sell our goods on CIF terms.

Borisov: Well, Mr. Stanley, we can accept your delivery terms. When shall we meet to discuss the price and terms of payment?

Stanley: Let's meet in two days' time. I've got a crowded programme tomorrow and the day after.

Borisov: Fine. Good-bye, Mr. Stanley. Stanley: Good-bye, Mr. Borisov.

II. Read the following letters.

1. Enquiries

Business transactions usually start with enquiries. As a rule the prospective buyer gets the name and the address of the prospective seller either at an exhibition, from an advertisement in a newspaper, magazine, and thanks to a television or radio commercial. All these channels of information and advertising are very important. Enquiries can be sent by mail, by telex or by fax. Sometimes enquiries can be made orally, by telephone. In the enquiry the prospective buyer states in what goods exactly he is interested and asks for details on the price and terms of sale.

Here is a specimen enquiry:

The Sales Department 12 May, 20..

Southern Importers Ltd.

Dane Street

Northam

Southampton S09 4YQ

Dear Sirs,

We are a large record store in the centre of Manchester and would like to know more about the tapes and cassettes you advertised in this month's edition of Hi Fi News. Could you tell us if the cassettes are leading brand names, or made by small independent companies, and if they would be suitable for recording classical music or only dictations and messages?

It would also be helpful if you could send us some samples.

If they are of the standard we require, we will place a substantial

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order.

We would also like to know if you are offering any trade discounts.

We are looking forward to hearing from you in the near future. Yours faithfully,

J. Alien

Director

A.X.C. Records Ltd.

2. Offers

After considering the enquiry for some time the prospective seller sends an offer in reply.

The offer usually quotes the price and stipulates terms of delivery, terms of payment, time of delivery and some other necessary details.

A. C. Records Ltd. 41 Broadway Manchester M2 5BP. Dear Mr. Alien,

Thank you for your enquiry of 12 May in which you asked about the tapes we advertised in this month’s edition of Hi Fi News.

The cassettes are ferrous based and high quality chromium dioxide which as you know means they would be suitable for any type of recording. They are Kolby products which is a brand name you will certainly recognize. Our prices are low and quite competitive as we are working on a small profit margin, therefore we will not be offering any trade discounts on this consignment.

But we sell a wide range of cassettes and we enclose a pricelist giving you details of trade, quantity, and cash discounts on our other products.

We have sent, by separate: post, samples of the advertised cassettes and other brands we stock. We would urge you to place an order as soon as possible as there has been a huge response to our advertisement. Thank you for your interest and await your reply.

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Yours faithfully, B. Lyndon

Southern Importers Ltd.

End, price-list

3. Fax

P. Lynk & Co. Ltd

(Head office), Nesson House, Newell Street, Birmingham БЗ

3EL.

Telephone: 021-327 5385

Cables: MENFINCH Birmingham Telex: 556241

Fax transmission Message for: D. Causio

From: K. Pane

Address: Satex S.p.A., Via di Pietra Papa, 00167 Date: 24 January 2006

Fax number: (06) 394 8629 Dear Mr. Causio,

This is an urgent request for a consignment to replace the damaged delivery that we received, and about which you have already been informed.

Please airfreight the following items:

The damaged consignment will be returned to you on receipt of the replacement.

Yours sincerely, K. Pane

Chief Buyer

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III. Let's Laugh a Little.

* * *

Stewardess: Ladies and gentlemen, welcome to American flight to New York. You are on board the super liner of the latest design. We are glad to inform you that our super liner has 2 restaurants, 3 bars, a swimming pool, dance floor, video salon and tennis court. And now, ladies and gentlemen, with all these things we shall try to take off.

* * *

The hotel clerk was astonished to see a guest parading through the foyer in a pair of pyjamas.

"Here, what are you doing?"

"Excuse me," apologized the guest. "I am a somnambulist."

"Well," sneered the clerk, "you can't walk around here like that, no matter what your religion is!"

* * *

Irate guest: Look here, the rain is simply pouring through the roof of my bathroom!

Summer hotel manager: Absolutely according to our prospectus, sir. Running water in every room.

* * *

Employee: Sir, can you let me off tomorrow to go to Christmas shopping with my wife? Employer: Certainly, not! We're too busy! Employee: Thank you very much! You're very kind!

* * *

Customer: I want a cheap coat hanger. Shop assistant: Yes, sir. One dollar.

Customer: A dollar! Is there nothing cheaper? Shop assistant: Yes, sir. A nail.

* * *

Waiter (looking at the window): It looks like rain, sir.

Customer (starting his soup): And it tastes like it too!

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