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Файл:Английский язык. Учебное пособие по деловой коммуникации для студентов бакалавриата, обучающихся по направлению 38.03.01«Экономика», профили «Мировая
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6. An act of breaking or failing to observe a law, agreement
7. Continue doing something reluctantly or at an unusually
low speed
8. A limitation or restriction
9. Give (someone) authority to act in a certain way
10. Put (a decision, plan, agreement, etc.) into effect
6. Summarise the whole text
LEXIS
1. Complete each space in the text with a word formed
from the word in capitals
If we reveal too much information
about our primary aim in the
course of negotiation, we will
pose risk to our success. Collect
all the possible information before
(1) their offer and making your
counter offer. If you suspect their
offer to be (2) ........low, and you
(3) ...... of your position, you
should discuss your salary (4) ......
before mentioning of their offer.
You should always remember
the principle of (5) ....... While
(6) ......., employers usually have
in mind their budget and their
human resource policy (7) ......
We should try to reciprocate this
principle by being reasonable in
announcement of our conditions
and most (8) ...... by (9) ...... our
homework to justify the reasons
for our position.
Our negotiating strength has
to (10) ...... on the reality of the
situation and on supply and
demand.
ACCEPT (1)
RELATE (2)
ASSURE (3)
EXPECT (4)
FAIR (5)
NEGOTIATE (6)
GUIDE (7)
IMPORTANT (8)
DO (9)
BASE (10)
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2. Choose the correct variant
1. They suspect that the government will then abandon the
talks and make them a take-it-or-leave-it/win-win offer.
2. You can make one-off/long-term donations or regular
transfers to a charity by direct debit or standing order.
3. In the course of a zero-sum game/a single-issue negotia-
tion only one topic is being discussed.
4. The challenge was to fi nd something within the system
towards an ultimate win-win situation/zero-sum game for all.
5. Most of them are trying to avoid head-on confrontation/a
single-issue negotiation with their partners.
6. Keep all your demands/options clear.
7. Leave yourself corner/room for manoeuvre.
8. Show some fl exibility/strategy, but not too much.
3. Confusable
Price/cost/costs
Price - The amount of money expected, required, or given in
payment for something - House prices have fallen.
An unwelcome experience or action undergone or done
as a condition of achieving an objective - The price of their
success was an entire day spent in discussion.
at any price
at a price
beyond (or without) price
put a price on
Cost - An amount that has to be paid or spent to buy or obtain
something - We are able to cover the cost of the event.
The effort, loss, or sacrifi ce necessary to achieve or obtain
something - This assumption is made at the cost of a great
loss in power.
at any cost
at cost
to someone’s cost
Costs - Legal expenses, especially those allowed in favour of
the winning party or against the losing party in a suit.
‘costs may be awarded to a successful private prosecutor out
of central funds
at all costs
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4. Fill each gap with price (prices), cost, costs
1. They’ve had to work 10 % harder to raise funds to cover
increased running ….
2. But what people value and the way that they interact with
a product goes beyond....
3. We’re going to offer these carts at ....when we’re done
using them.
4. If you are determined to go at any...., though, there’s still a
chance as a few tickets are going to be held back and auctioned
off.
5. That would be a major loss, as they learned to their ....
yesterday.
6. The fee per session is 5 euro to cover the ....of coaching
and insurance.
7. The company had an excellent staff retention rate, but
rapid expansion came at a.....
8. Farmers are now expecting .... to lift by an equivalent
amount.
9. All need to raise a substantial amount of money to cover
the .... of fl ights, accommodation and expenses for the nine-day
trip.
10. They may also incur additional operating .... into the fu-
ture.
Phrasal Verbs
1. Match the phrasal verbs with the defi nitions
1. break down a) Accept that a diffi cult
situation exists
2. get by b) Start
3. drag out c) Speak or act in support of
4. run down d) Delay someone or
something
5. face up to e) Manage with diffi culty to
live or accomplish something
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6. stand up for f) Cease to continue, collapse
7. hold up g) Withdraw from a
commitment
8. come up with h) Cause something to
continue for longer than it’s
necessary
9. kick off i) Criticize something or
someone, often unfairly
10. back out j) Suggest or think of an idea
or plan
2. Fill in the gaps with the correct phrasal verbs
1. Sorry to ___ you___– my train was late.
2. You can accuse him of many things - we’ll get to that later
- but you can’t accuse him of ____of a challenge.
3. The talks ___on Friday without agreement.
4. They should make a decision now instead of ___ the dis-
cussion.
5. She with some amazing scheme to double her income.
6. The three-day negotiation ____ tomorrow.
7. As a twenty something student living at home in Dublin,
he could ____on little money.
8. Those people _ always ___our country and our values.
9. Yet even now there is a wilful refusal on the part of the
coalition’s critics to ____ to reality.
10. If they personally feel that a decision is unjust and unfair,
they must _____for themselves.
IDIOMS
1. Complete these idiomatic expressions with the fol-
lowing verbs and explain the meaning
1. beat around a) deal
2. down to b) a curve
3. get the ball c) the corner
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4. get on one’s d) hardball
5. wheel and e) the cards
6. hold all f) fi rst base
7. paint oneself in g) high horse
8. play h) rolling
9. throw someone i) the bush
10. be at j) the wire
2. Fill in the gaps with the idioms from Exercise a) in the
correct form
1. I think one has to be very careful before … and saying
either that big schools present problems, or little schools are the
only way to go.
2. Little did I know that he was about to .... that would bring
out skills I did not even know I had.
3. Then again there’s another 10 months to go so it’s hardly
....!
4. So, without any further ...., I present this week’s question.
5. The last-minute negotiations for Republican votes resem-
bled the .... on a car lot.
6. We have been negotiating for 70 years and we are still .....
7. We were not going to get .... with nowhere to go.
8. Unions engaged in contract negotiations say the com-
pany .... by trying to reduce benefi ts.
WRITING
Business proposals are written when a supplier is trying to
win a contract with a client company, in competition with other
similar suppliers. The writer is trying to persuade using techniques from sales and marketing such as targeting the client’s
needs and offering clear benefi ts. A typical structure for a large-
scale proposal is shown below. Shorter proposals will usually be
simpler.
1. Introduction
2. Executive summary (analysis of the current situation, the
approach selected and why)
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3. Goals (list of goals taken directly from what the client has
told you, with measurable targets that your work will achieve)
4. Project scope and action plan (key components and actions that you will provide; defi ning your role in relation to the
client’s role)
5. Implementation (how you will work with the client; a timetable/Ghatt chart; deliverables)
6. Areas of special expertise (your specialized, and preferably unique, skills and know-how that show why you’re the ideal
supplier)
7. Project team members (a paragraph on each person to
establish credibility with the client)
8. Pricing (your fee, other costs for you or the client, and
possibly a short paragraph at the end, emphasizing how the proposal is cost-effective and how the client will benefi t)
9. Conclusion (a cost-benefi t analysis showing why the price
is worth paying)
10. Appendix (a list of your past projects; full details of your
team/the pricing/the Action Plan etc)
Useful Language
To begin a proposal:
The purpose/aim/intention of this proposal is to outline/pre-
sent/discuss the future plans/the intended course of action....
This proposal is submitted in support of our request for ap-
proval of.../for permission to.../for a loan to allow us to...
This proposal contains the (relevant) information/details of/
concerning... which you requested/asked for
To end a proposal:
To conclude/To sum up/In conclusion, our intention is to ...
The advantage(s) of the approach proposed would be that
...
I feel certain/believe that the course of action proposed
above will achieve.../meet with success/answer the needs of the
company.
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I hope/trust that the plan/scheme outlined/presented in the
proposal meets with your approval/will receive your serious consideration.
1. Read two business proposals and say which points
out of the plan are covered. What proposal sounds more
formal? Why? What are the means of cohesion and coherence in each text?
A) East Side Tower Free Cooling
EXECUTIVE SUMMARY
The current HVAC system is not designed to provide cooling
from October to April. Modifying this system will allow the organization to provide cooling during the off season with minimal additional operating costs. The proposed alterations will also result
in water and energy savings of up to $50,000 every year.
GOALS AND OBJECTIVES
1. Increased tenant satisfaction in the building
2. Increase the effi ciency of the cooing system prior to March 1
3. Reduce the water and electrical consumption totalling up
to $50,000 per year
PROJECT/BUSINESS OPPORTUNITY
Currently there are 6 free standing air conditioning units that
provide cooling using city water. By converting these unites to
the main cooling system signifi cant water usage savings will be
realized and in addition will provide cooling that would not otherwise have been possible.
RATIONALE
The rationale for proposing this change is to reduce utility
costs and provide better cooling to the main building.
ACTION PLAN AND DELIVERABLES
1. Winterize the cooling tower
2. Convert the individual air conditioning units to the main
cooling system
3. Approval of work to be done in the winter season, Decem-
ber to March, when the cooling system is offl ine
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EVALUATION/MEASUREMENT OF OUTCOMES
Progress will be measured by reviewing the utility information on a regular basis and compare them to last year. Monitoring
staff and tenant enquiries about discomfort due to heat between
October and May will provide some indications that service has
improved.
STAKEHOLDER IMPACT ANALYSIS
There will be 4 areas that will be affected by the implementation of this work; Room 3, Bell Telephone Room, Computer
Room, Nuclear Medicine and Level 4 corridor. It is proposed that
the work take place after normal working hours in the Clinical
areas so disruption can be kept to a minimum.
B) Hi Sally,
Further to our conversation yesterday about the sales training course for the members of my staff, please fi nd below the
proposal that I would like you to consider:
As you are aware, all staff in the customer services department are now expected to promote our company’s products and
services when speaking to existing customers by phone. Since
the beginning of this year, the performance of the department is
now partly based on how many sales are generated.
As you yourself have said, the results since we started promoting have been disappointing. We have not met any of the
sales targets, which have been set for the call centre. No matter
what we have done to improve sales rate (increasing commissions per sale, punishing staff who don’t try to promote etc ...),
they have not increased.
After conducting an extensive investigation into the issue,
through monitoring incoming customer calls into the call centre
and performing interviews with staff, I have created a report (a
copy of which is attached at the bottom of the email). This report
identifi es that the problem lies with the staff.
It shows that it’s not that the staff don’t want to sell and promote the products or services, but that they don’t know how to
do it. Few have any prior experience of selling any type of prod-
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ucts or services. They don’t understand how to persuade/convince people to buy or identify what products or services would
be of most use or interest to the person they are speaking to. No
matter what we do, until they learn how to do this, sales conversions are going to continue to remain low.
That is why I propose we undertake a sales training course
to teach essential sales skills to the customer services staff in
the call centre. After contacting a number of different companies,
I have found a training course, which would be the most suitable for our needs. It’s run by APC Sales Training. Not only do
they have one of the best reputations in the industry (they are
used by Barclays, HSBC, ING etc.) but one of my ex-colleagues
used them in the customer services department, which she runs
and said sales conversions more than doubled as a result.
I have already contacted APC Sales Training and they have
devised a three day sales training course designed specifi cally
for our needs (their proposed course outline is attached at the
bottom of the email).
The cost of the three day course they are proposing is £1,200
per participant. That includes all materials, food and drinks, and
room hire.
I appreciate that money is a concern. And I admit that the
three day training course is not cheap. That is why I propose that
we initially limit the number of staff who undertake the course
to four customer service assistants. We can then monitor their
performance when they return to see if the course has lead to a
signifi cant improvement in their sales conversion. If it does, we
can talk about enrolling the rest of the customer service assistants in the call centre on to the course.
I really believe that this proposal is both the most effective
and quickest way that we can improve our sales performance.
If we don’t train the staff how to sell, the chances of meeting the
sales targets for the call centre are extremely low.
I’d appreciate to hear what you think about the proposal.
If you have any questions, please don’t hesitate to contact
me by either email or phone (07930 522356).
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Regards,
Peter Smith
2. Which of the texts (A or B) is regarding the following
issue:
1. The problem has become too uncontrollable
2. The problem is solved by reducing of expenses
3. Deadline is mentioned
4. The main problem is the lack of necessary experience
5. The data is analysed in accordance to the data of the
previous years.
3. What words mean the following (Text A):
1. A time of year when a particular activity, typically a sport,
is not engaged in.
2. Change
3. The amount of money spent on energy resources
4. Adapt or prepare (something, especially a house) for use
in cold weather.
5. A person who occupies land or property rented from a
landlord.
6. A set of reasons or a logical basis for a course of action
or belief.
Which phrases are used when we mean (Text B):
7. to point out the previously mentioned by the opponent
8. to return to the recent discussion
9. the issue has been considered carefully into the issue
10. to emphasize the presence of the additional information
11. to state that the opponent is informed of the subject of
discussion
12. to ask for reaction concerning the proposal
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