Методичні вказівки Ділова іноземна мова

Enc.

Bill of landing (5 copies)

Insurance certificate (1 copy)

Certificate of origin (1 copy)

(14)Copies. c.c. (carbon copies) is written, usually at the end of the letter, when copies are sent to people other than the named recipient (See Business Letter 2 in Appendix 1).

(15)PostScript (P.S.). PostScript is used at the end of the letter to emphasize the most important option of the letter.

III. Write a business letter of your own. Use the information from the unit and the examples of the letters in Appendix 1. The following phrases may be useful as well.

Opening phrases

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SECTION C

I. Analyze the following words and phrases.

1.a bold – жирний шрифт

2.a font – вид шрифту

3.preferable – такий, якому віддається перевага

4.to avoid – запобігати

5.to distract – збивати с пантелику, відволікати

6.to get to the point – дійти до головного, до суті

7.to make a difference – мати значення, підвищити авторитет

8.to misplace – покласти не на місце, загубити

9.to pop up – несподівано виникати

10.to stay on topic – додержуватися теми

11.to stick with – додержуватися

II. Listen to the text «BUSINESS WRITING TECHNIQUES» and decide if the statements are true (T) or false (F).

1.The way you compose a letter can’t make a big difference in the eyes of your readers.

2.You may get good opportunities because you are a perfect writer.

3.There's no need for long phrases.

4.Use words in bold or italics.

5.Spelling or grammar mistakes give the impression of a person who doesn't care much about what people think.

III. Listen to the text «BUSINESS WRITING TECHNIQUES» and answer the questions.

1.What is one of the golden rules of business success?

2.What is a sign of respect for the reader?

3.You don’t have to use pictures in the background of the letter, do you?

4.Is it important to choose the way paragraphs are aligned?

5.What grammar voice is more preferable in the business letters?

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SECTION D

I. Analize the following words and word combinations.

1.to be lack in time – бути обмеженим у часі

2.to overcome – подолати

3.concise – стислий, конспективний

4.without fail – обов’язково

II. Practise reading the dialogue with your partner.

PREPARING BUSINESS LETTER

-Hello, Ann.

-Good morning, Marry. It’s nice of you to call me. But can you speak a bit louder? I can’t hear you. Where are you calling from?

-I am calling from the office.

-I didn’t quite catch what you said. From the office?

-Oh, sorry, I didn’t tell you, but I’ve got a job in the office. And I don’t want my boss to hear me now. That’s why I’m speaking in a low voice.

-Do you have any problems?

-You are perfectly right, Mary. I am confused…

-You should overcome your nervousness. Can I help you?

-I think you are the only person whose advice will be a great help to me. I have to write a business letter to our business partner and I know you are a great expert in the business writing techniques. I am lacking in time … I have some questions to you to finish this letter as soon as possible.

-OK, you are welcome with your questions.

-Thanks, I’d like to get to know about preferable font in a business letter.

-Well, it is recommended to use writing fonts such as Tahoma, Arial, or

Helvetica. And it’s better to use a 10 to 12 font size for the body of the letter, and a

14 to 20 font size for the main headings.

-Or, great. And is it necessary to put each separate idea in a separate paragraph? My letter is too long and I am not sure it will be located on one page even if I organize it with no paragraphs.

-Oh, no, Marry! Your letter must be located on one page only. Use short sentences, and put each separate idea in a separate paragraph without fail. On the one hand your letter should be clear, and on the other hand it should be concise.

-Thanks a lot, Ann.

-And don’t forget to check grammar, spelling and punctuation. Your letter should be the kind of correspondence you would like to receive yourself.

-I greatly appreciate your giving me these valuable instructions.

-Don’t mention it. I am sure you will do it perfectly well.

III. Make a list of the business writing techniques mentioned in this dialogue.

IV. Give the main idea of the dialogue in your own words.

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UNIT 2

TYPES OF BUSINESS LETTERS

SECTION A

I. Read and learn the following topical words.

1.adjustment, n [ə'dʒʌstmənt] – врегулювання

2.claimant, n ['kleimənt] – позивач

3.complaint, n [kəm'pleint] – скарга, незадоволення, претензія, рекламація

4.employee, n [ ֽemplɔi'i:] – робітник за наймом

5.employment, n [im'plɔimənt] – зайнятість, найм

6.literature, n ['lit(ə)rətʃə] – документація

7.postal card, n ['pəustlka:d] – поштова картка

8.purchase order, n ['pə:tʃis 'ɔ:də] – замовлення товарів

9.resignation, n [ ֽrezig'neiʃ(ə)n] – відставка

10.showcase, n ['ʃəukeis] – презентація, рекламна афіша

11.thoughtfulness, n [' θ ɔ:tfu:lnis] – уважність до людини 12.unjustified claim, n [ʌn'dʒʌstifaid kleim] – неправомірна вимога

II. Read and remember the following phrases.

1.to ask for a favour – просити про послугу

2.to be a good credit risk – бути платоспроможним

3.to collect money – інкасувати гроші

4.to decline a request – відмовити у задоволенні прохання

5.to get a position – отримати посаду

6.to grant a request – задовольняти прохання

7.to grant the adjustment / to make the adjustment – врегулювати претензію

8.to order merchandise – замовляти товари

9.to retain goodwill – зберегти репутацію

III. Read the word combinations and phrases in column A and try to guess their Ukrainian equivalents in column B. Match them.

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IV. Read and translate the following text.

TYPES OF BUSINESS LETTERS

The employee in business writes many types of letters to ask for information, advice, or favours; to send information; to collect money; to apologize for a mistake; to say ‘no’ to a request that cannot be granted; to apply for a job; or to sell the company’s products or services.

One could hardly name all kinds of letters written – the list is practically endless. However, the following are among those which are frequently in use.

Letters of request may also be called “please send me” letters. They are simple request for information, literature, favours, appointments, reservations and so on. Another type of a request letter is written to order merchandise or services. It is commonly called an order letter.

Letters answering requests. Just as a business firm often writes letters asking for something from another organization, it also receives many letters of request. If the reply does not require a personal message form letters and postal cards are used. Letters answering requests are among the most important communications in business because they give the letter writer an excellent opportunity for making friends and building goodwill.

Letters of complaint. However people try to avoid complaints, mistakes occur in business. And the person who has been inconvenienced or offended writes a letter in protest. These letters are called complaints, or letters of complaint. All businesses receive and send them.

Adjustment letters are written in response to complaints. When the adjustment asked for is not granted (the claim is unreasonable or unjustified), you must write the claimant a letter refusing to make the adjustment. To retain goodwill, you must give a logical reason for the refusal. Adjustment letters are difficult to write, they require special understanding of people and knowledge of the company the writer represents.

Credit letters. A large percentage of business transactions are handled on a credit basis. A credit letter is a document from a bank guaranteeing that a buyer's payment to a seller will be received on time and for the correct amount. Credit letters must be written in response to requests for credit. Sometimes, however, requests for credit must be declined because the clients are not good credit risks.

Sales letters. A sales letter is a form of direct mail in which an advertiser sends a letter to a potential customer. In a sense, a sales letter automatically becomes a showcase for the writers and their firms.

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Employment letters deal with getting a position. The term “employment letters” covers many different of employment-related letters such as inquiring about a position, letters of application, letters thanking an employer for an interview, and letters of resignation.

Social-business letters. Many letters of a social-business nature are written to maintain friendly relationships with customers and business acquaintances. Typical social-business correspondence includes letters of congratulation, letters of sympathy, invitations, letters of friendship, and thank-you letters. Since these letters show thoughtfulness on the part of the writer, they do a great deal to build goodwill.

V. Have a discussion on the topic «TYPES OF BUSINESS LETTERS». Use the following questions as a plan. Retell the text.

1.What motivation does the business employee have to write letters?

2.Do Letters of request are also called “please send me” letters?

3.What type of a letter gives the letter writer an excellent opportunity for making friends and building goodwill?

4.What kind of letters must be written if some mistakes occur in business?

5.What letters require special understanding of people and knowledge of the company the writer represents?

6.What letters are written in response to requests for credit?

7.In what case must requests for credit be declined?

8.Why does a sales letter automatically become a showcase for the writers and their firms?

9.What kinds of employment letters are mentioned in the text?

10.What letters does typical social-business correspondence include?

VI. Complete the sentences with the words from the text.

1.The employee in business writes many types of letters to ask for … .

2.There is a type of … written to order merchandise or services.

3.… are used if the reply does not require a personal message.

4.The person who has been inconvenienced or offended writes … .

5.… must be written in response to requests for credit.

6.A sales letter automatically becomes … for the writers and their firms.

7.… covers many different of employment-related letters.

8.Many letters of a social-business nature are written to ... .

VII. Match the terms with their definitions.

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VIII. Translate the sentences into English.

1.Листи-відповіді на запит є найбільш важливими засобами спілкування

убізнесі.

2.Людина, яка потрапила у складну ситуацію або ображена, може написати лист-скаргу.

3.Листи, що написані у відповідь на скаргу, називаються листамивідповідями на рекламаційні листи.

4.Замовлення щодо кредиту можуть бути відхилені, якщо клієнт не є платоспроможним.

5.Рекламно-комерційний лист є формою поштової розсилки, який автоматично стає рекламною афішею компанії.

6.Типовими соціально-діловими листами є листи-привітання, листизапрошення, листи подяки.

IX. Grammar: Subjunctive Mood Revision.

Paraphrase the sentences starting with I wish. Use the pattern:

I am sorry I haven’t got documents. – I wish I had documents.

1.I am sorry I don’t live near my office.

2.I am sorry I don’t know business etiquette.

3.I am sorry I don’t have a driving license.

4.I am sorry I didn’t stay in my last job.

5.It’s a pity he didn’t work harder during the term.

6.It's a pity I haven't got a work permit.

7.I'm sorry you aren’t going to a job where you could use your English.

8.It's a pity you didn’t ask him how to get there.

9.I'd like him to stop smoking in.

10.I'd like you to keep quiet. (You're making so much noise that I can't think).

SECTION B

I. Read and learn the following words and word combinations.

1.accounts department, n – бухгалтерія

2.blame, n – провина

3.consignment, n – партія товару

4.customer, n – клієнт

5.damaged articles/goods, n [pl] – пошкоджені товари

6.deadline, n – крайній термін

7.delay, n – затримка

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8.despatch department, n – відділ відправки

9.discrepancy, n – невідповідність

10.doubtful, adj – сумнівний, двозначний

11.invoice, n – рахунок-фактура

12.misunderstanding, n – непорозуміння

13.non-delivery, n – не поставка

14.order number, n – номер замовлення

15.query, v – піддавати сумніву

16.replacement, n – заміна

17.second rate products, n [pl] – продукція другого сорту 18.supplier, n – постачальник

19.warn, v – попереджати

II. Read the following word combinations and phrases.

1.to apologize – вибачитися

2.to be cancelled – бути скасованим

3.to be overdue – бути простроченим

4.to be rectified – бути виправленим

5.to be satisfied / dissatisfied – бути задоволеним / незадоволеним

6.to cancel an order – скасувати замовлення

7.to deal with – мати справу з

8.to follow requirements – слідувати вимогам

9.to give an explanation – дати пояснення

10.to investigate a complaint – розглядати скаргу

11.to solve a problem – вирішити проблему

12.to take action – почати дії

13.to take legal action – звернутися до суду

III. Read and analyze the following text.

A LETTER OF COMPLAINT

A letter of complaint is one of the most popular and the most widely written types of letters because mistakes happen no matter how efficient a business firm tries to be. Complaints may be of several kinds, and may arise from delivery of wrong goods (Example 2.1), damaged goods (Example 2.2), too many or too few goods, or non-delivery (Example 2.3), etc. Even if the right articles are delivered in the right quantities, they may arrive later than expected, thus causing severe difficulty to the buyer and, possibly, to his customers. Then the quality of the goods may be unsatisfactory: perhaps they are not according to the sample or description on the basis of which they were ordered, or they may simply be second rate products.

If a customer is dissatisfied with the execution of his order, he will complain. In doing so he should refer clearly to the articles in question, by referring to his own order number or to that of his supplier’s invoice, or both. He should then specify the nature of his complaint, and finally state what action he wants his supplier to take.

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Example 2.1

Letter of complaint

(complaint of wrong delivery)

R. Hughes & Son Ltd.

Homemakers Ltd.,

54-59 Riverside,

Cardiff CF1 1JW

Dear Mr Cliff,

I have received a consignment of 6 dressing tables from you yesterday, my order No. 1695, which were ordered from your summer catalogue, Cat, No. GR154. But on unpacking them I found that six heavy mahogany-finished dressing tables had been sent, instead of the light pine-finish ones asked for.

As most of my customers live in small flats earning a moderate income it is doubtful that I will be able to find a market for larger more expensive products.

I also have firm orders for the goods asked for. Would you send someone with my consignment as soon as possible and at the same time pick up the wrongly delivered goods? Thank you.

Yours sincerely,

R. Hughes

R. Hughes

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Example 2.2

Letter of complaint

(complaint of damage)

F. Lynch & Co. Ltd.

(Head Office), Nesson House, Newell Street, Birmingham B3 3EL

Attn. Mr D. Causio

Dear Mr Causio,

Our Order No. 14478

I am writing to you to complain about the shipment of sweaters we received yesterday against the above order.

The boxes in which the sweaters were packed were damaged, and looked as if they had been broken open in transit. From your invoice No. 18871 we estimate that thirty garments have been stolen to the value of $150.00. And because of the rummaging in the boxes, quite a few other garments were crushed or stained and cannot be sold as new articles in our shops.

As the sale was on a c.i.f. basis and the forwarding company your agents, we suggest you contact them with regard to compensation.

You will find a list of the damaged and missing articles attached, and the consignment will be put to one side until we receive your instructions.

Yours sincerely,

L. Crane

L. Crane

Chief Buyer

Encl.: photos

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