Деловое общение (Английский язык). Учебное пособие

2. Отвечающий на звонок реализует следующую последовательность шагов:

-приветствует позвонившего и упоминает название организации;

-соединяет позвонившего с нужным абонентом;

-сообщает, что абонент отсутствует или не может ответить на звонок, и предлагает свою помощь;

-спрашивает, желает ли позвонивший оставить сообщение;

-принимает сообщение;

-обещает передать сообщение абоненту и обменивается с позвонившим прощальными фразами.

I. Translate the following speech patterns and memorize them.

What's the telephone number of Mr. Halls office? This is Mr. Dixon's office. Mr. Dixon speaking. Hello! That you Tom? – George speaking. – Say...

Wait a minute. Hold on! (Hold the line!) Dial the number wanted.

Pick up the receiver!

We are disconnected (cut off).

I can't make out what you are saying. Speak louder, please. Something is interfering. I can't hear anything. The line (number) is engaged (busy).

Could you put me through to…. I'm phoning about ...

Could you take a message? Could I leave a message?

Многие современные телефонные аппараты снабжены автоответчиками (answer phone machine), которые позволяют оставить сообщение для абонента, если его нет на месте во время вашего звонка. Последовательность телефонного разговора при этом аналогична той, что вы пользуетесь при разговоре с собеседником, а именно:

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II. Read the conversations and role play them.

1. Can I Take a Message?

Secretary: Good morning. Mr. Dixon's office. Can I help you? Lebedev: Oh, good morning. My name is Alexei Lebedev. Could I

speak to Mr. Dixon, please?

Secretary: I'm sorry, Mr. Dixon is in conference now. Then he'll be out for lunch. Would you like to leave a message for Mr. Dixon?

Lebedev: Yes, please. Tell him that Alexei Lebedev, from Moscow, is now in London. I'm staying at the Europe Hotel, Room 312. He can ring me up as soon as he has got time. May be I'll ring him up later in the day.

Secretary: Thank you, Mr. Lebedev. I'll let Mr. Dixon know about your call.

2. I Received Your Message

Lebedev: Hello. Is that Peter Dixon? Lebedev speaking. Peter: Yes, it is. Alexei, is that you?

Lebedev: Yes, it is. I'm so glad to hear you! You have received my message, haven't you?

Peter: Yes, my secretary told me you had telephoned. How are things, Alexei? Have you come for long?

Lebedev: Everything is all right with me. I have come for business and I'll be in London a month or so. When will we meet, Peter? There's a lot to talk about. Can you call on me at around 8 p.m.?

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Peter: Let me think. Yes, I think I'll come. Your room is 312, isn't it? Lebedev: That's right. Well, so long then. See you later.

Peter: So long, Alexei.

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7. I’d like to Make an Appointment

Secretary: 458-77-64.

Mr Wilson: This is Mr Wilson speaking. I would like to make an appointment with Mr Jenkins.

Secretary: Oh, yes, Mr Wilson. Good morning. I'll get his schedule. Are you there?

Mr Wilson: Yes.

Secretary: When would you like to come, Mr Wilson? Mr Wilson: Tomorrow, if possible.

Secretary: I'm afraid he's tied up tomorrow. How is Friday afternoon at five?

Mr Wilson: Yes, that's perfect, thank you. Goodbye.

III. Refer to the situations and make up your own dialogues.

1.You phone your friend. An unknown voice answers: "Hello". You say...

2.You are staying at the London hotel. You want to be put through to Dr. Bell's office. You say..

3.You want to book a trunk call to Moscow. So you call to Telephone Exchange and say..

4.Your telephone rings. You pick up the receiver and hear an unknown voice. You say..

5.The secretary of Mr. Hill whom you want to speak to over the telephone says he is in conference. You say..

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6. You are disconnected as soon as you begin talking. Dial once more and say…

Choose the best answers.

Любое деловое письмо состоит из следующих обязательных компонентов.

1.Шапка бланка (The Notepaper).

2.Ссылка (The Reference).

3.Дата (The Date).

4.Адресат (The Addressee).

5.Обращение (The Salutation).

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6.Текст письма (The Body Text).

7.Комплиментарная концовка (The Complimentary Close).

8.Фамилия и подпись (The Surname and the Signature).

Остальные компоненты (например, приложение, копия и

т.д.) включаются в письмо по мере необходимости.

There are many ways to lay out a business letter. The ‘block style’ is the most useful to learn because it is accepted everywhere.

-The name and address of the addressee (the person you are writing to) are at the top on the ________ (left or right?).

-There is _________ punctuation in the address or after ‘Dear…’ or after ‘Yours faithfully / sincerely’.

-The date is on the _________ (left or right?).

-The heading vacancies draws addressee’s attention to what the letter is about. Sometimes, when we put _________ we then use the word above.

-The paragraphs start at the margin. Between each paragraph there is _________.

-Under the signature, there is ___________ and __________.

-Be careful with the _________! In British English, they write the day first, but in American English they write the month first.

-Do not use contraction forms. Eg. Don’t instead of ________, haven’t instead of ________, etc.

-Before you write a letter, it is usually a good idea to plan it. A plan can help you ________ your ideas.

-Before you send a letter, it is always useful to _______ it. You

can ask yourself two questions: Is the English accurate? Does it say what I want it to say?

I. Here are some ways to open a letter.

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II. The way you close a letter depends on how you open it.

5.Softchain Ltd Foss House Brigham Street Liverpool L134AT

For the attention of Mr Trenton

6.Dear Sirs

7.Subject: results of the market research.

8.Further to our letter of 5 November, we write to advise you of the results of the market research.

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The findings of the report, a copy of which we enclose herewith, are favourable and clearly indicate the requirement in your product.

As to your request regarding further discounts, we regret, that at present we are unable to offer you more favourable terms.

9.Yours faithfully Alice Euerett

10.Alice Everett Marketing Manager

11.Encl: a copy of the report

12.cc F. Henley, Sales Manager

Lesson 3. Travelling on business. Going through the customs. Customs declaration

&Reading Practice

Pre-text Exercises

I. Pay attention to the following words and word combinations and make up your own sentences with them:

to go on business abroad – ехать в командировку за границу; to excuse smb's curiosity – простить чье-либо любопытство; to do business with – вести коммерческую деятельность с ...

a lot of work – много работы; a partner – партнер;

a bilingual country – двуязычная страна; to sign a contract – подписать контракт; a term of delivery – условия поставки;

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to reduce the price – снизить цену;

to be pleased with a trip – быть довольным поездкой;

entry / exit /tourist (travel) / student visa – въездная /выездная

/туристическая /студенческая виза;

to extend / renew / grant /deny (refuse) a visa – продлить / во-

зобновить /предоставить / отказать в визе;

to put a visa on a passport – проставить визу в паспорте; to enter a country on a visa – въехать в страну по визе;

II. Read the texts and be ready to discuss them.

I

Mr. Johnson (J) and Mr. Hill (H) H: Do you often go on business abroad?

J: Well, you see, I sometimes go on business to Europe and north America.

H: Are you going on business anywhere soon? J: Yes, I am. I'm leaving next week.

H: And where are you going to, if you excuse my curiosity?

J: This time I'm going to Canada. We do a lot of business with Canadian firms.

H: Do you speak English with your Canadian partners?

J: Yes, I do, though Canada, as you know, is a bilingual country with two official languages English and French.

II

Boris Volkov is an engineer of a Russian-foreign trade organization. He often goes on business to different European, Asian and African countries. His organization does business with lots of foreign firms.

Last month he was in Great Britain. He went there to sign a contract for the purchase of some equipment. The talks were very difficult. Volkov and the British businessmen discussed prices, terms of delivery, terms of shipment and other business matters. The supplier agreed to reduce the price.

During his trip Volkov visited different plants where he saw the equipment in operation. He also attended a 3-day conference on

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industrial investment policy and financial management and met with consultants from law firms. Boris was lucky with the weather. It was warm and it didn't rain. He was pleased with the trip.

III.Answer the following questions.

1.Where does Mr. Johnson go on business?

2.Does he often go on business abroad?

3.Why is he going to Canada this time?

4.Does Mr. Johnson speak English or French with his Canadian partners?

5.What can you say about the official languages of Canada?

IV. Tell some words about Boris Volkov business trip to Great Britain.

JSpeaking Practice

I.Translate the following speech patterns and memorize them.

To go through the passport control (the customs) Where do I go through the customs?

Do these articles fall under restrictions? What duty I have to pay?

I have an import license.

Have you any foreign currency? Is it liable to duty?

It is duty free.

II. Read the conversations and then role play them.

At the Airport

This is Heathrow Airport. Borisov has come to London on business. Now he is going through passport control.

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