- •Передмова
- •Company structure
- •Vocabulary exercises and activities
- •Talking points Describing your department
- •Describing the activity of a department
- •Describing the staffing of the department
- •Describing the equipment/ premises of a department
- •Grammar Practice Present Simple – Present Continuous – State verbs – Linking Words/Phrases Relative Pronouns – Relative Adverbs – Position of Prepositions in Relative Clauses – Adverbs of Frequency
- •1. A) Put the verbs in brackets into the correct form of present simple or present continuous.
- •2. Underline the correct form of the verb.
- •3. Put the verbs in brackets into the correct form of present simple or present continuous.
- •4. Underline the correct linking words/phrases.
- •5. Join the sentences using who, which or whose, as in the example.
- •6. Put the adverbs of frequency in the correct position.
- •Test yourself
- •1. Choose the correct item.
- •2. Cross out the unnecessary word.
- •Forms of business in the united kingdom
- •Grammar Practice Past Simple – Past Continuous – Present Perfect Simple – Have gone (to) – Have been (to) – Present Perfect Continuous – The Definite Article – Clauses of Result
- •1. Put the verbs in brackets into the correct form of the past simple.
- •2. Underline the correct form of the verb.
- •3. A policeman asking a witness about an accident he saw. Put the verbs in brackets into the past simple or past continuous.
- •4. Put the verbs in brackets into present perfect simple.
- •5. Fill in the gaps with have/has gone or have/has been.
- •6. Fill in the gaps with the present perfect continuous form of the verbs in the list below. Talk wait work ride
- •7. Underline the correct word(s).
- •8. Fill in the gaps with so, such or such a(n).
- •Test yourself
- •9. Cross out the unnecessary word.
- •Management styles
- •Diagram: Different forms of management styles
- •What type of manager are you?
- •Grammar Practice Used to – Linking Words – Past Perfect Simple – Past Perfect Continuous – Must/Mustn’t/Needn’t – Comparative/Superlative forms
- •4. Put the verbs in brackets into the past perfect or past simple, then say which action happened first.
- •5. Put the verbs in brackets into the past perfect or the past perfect continuous.
- •7. Tick the correct sentence.
- •8. Put the adjectives into the comparative or superlative form.
- •Test yourself
- •1. Choose the correct item.
- •2. Complete each sentence with two to five words, including the word in bold.
- •Meeting a business partner
- •Greetings
- •Leavetaking
- •Closing phrases
- •Illustrative Dialogues
- •Semi-formal, informal
- •Grammar Practice Time Clauses – Future Simple – Be going to – Present Continuous – Time Conjunctions – Type 1 Conditionals – Future Continuous – Future Perfect – Linking Words/Phrases
- •2. Underline the correct word(s).
- •3. Put a tick next to the sentences which are correct (ν)and cross out (χ)the unnecessary word in the sentences that are incorrect.
- •4. Put the verbs in brackets into the correct tense.
- •5. Put the verbs in brackets into the future simple or the future continuous.
- •7. Put the verbs in brackets into the future simple, the future continuous or the future perfect.
- •8. Choose the correct linking words/phrases in bold to join the sentences below.
- •9. Put the verbs in brackets into the future simple or the be going to form.
- •Test yourself
- •1. Choose the correct item.
- •2. Write questions to which the words in bold are the answers.
- •Small talk
- •Small Talk: Conversation Starters
- •Small Talk Practice : At the Office
- •Small talk quiz
- •Talking point
- •Grammar Practice Reported Speech – Say/tell – Reported Statements – Reported questions – Reported Commands/Requests/Instructions – Introductory Verbs – Indirect Questions
- •Rewrite the sentences in reported speech.
- •3. Turn the following questions from direct into reported speech.
- •4. Turn the questions from direct speech into reported speech. (At the shop)
- •5. Complete each sentence with two to five words, including the word in bold.
- •6. Complete the following indirect questions.
- •7. Fill in the gaps with introductory verbs in the list in the correct form. Order invite admit threaten deny beg offer command complain
- •8. Turn the following sentences into reported speech.
- •Test yourself
- •Business trip
- •How you scored:
- •Grammar Practice The Passive – Changing from Active to Passive – Questions in Passive – As – Like
- •1. Choose the correct answers (Active or Passive).
- •2. Put the verbs in brackets into a suitable passive tense.
- •3. Choose the best way of continuing after each sentence.
- •5. Rewrite the following in the passive.
- •8. Fill in the gaps with as or like.
- •Telephoning
- •Incoming Calls:
- •Telephone - connecting quiz
- •Telephone - wrong number quiz
- •Telephone - appointments quiz
- •Comprehension сheck and vocabulary exercises
- •Grammar Practice The Modals
- •2. Permission: can, could, may, might, be allowed to. There are mistakes in some of these sentences. Find the mistakes and correct them.
- •3. Obligation and necessity . Re-write the sentences using the words in brackets.
- •4. Complete each sentence using the most suitable word in the box. Must have to have to had to having to have to
- •5. Needn't have and didn't need to. There are mistakes in some of these sentences. Find the mistakes and correct them.
- •6. Obligation and advice. Choose the most suitable answer — а, в or с
- •7. Possibility: may, might, could. Re-write each sentence making it unsure. Use the words in brackets.
- •8. Possibility: can. Complete the second sentence so that it has a similar meaning to the first sentence. Use can or may.
- •9. Probability: should, ought to. Re-write each sentence making it probable. Use the word in brackets.
- •10. Deduction: must, can't. Complete the sentences. Use must or can't and the correct form of the verb in brackets.
- •11. Requests, offers and suggestions. Write what you could say in these situations using the words in brackets.
- •Test yourself
- •1. Review of possibility, probability and deduction. Choose the correct answer(а, в or c).
- •2. Review of permission and obligation. Choose the most suitable answer (а, в or с)
- •Texts for reading
- •1. The Spirit of an Organization
- •In his service
- •2. Ten Effective Job Search Strategies
- •3. Multitasking.
- •4. International Business
- •5. We Europeans
- •6. Internet
- •Appendix 1
- •Irregular Verbs List
- •Verb to be
8. Fill in the gaps with as or like.
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The clouds in the sky look ………….. cotton.
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Mr Samson works ……………. a slave.
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Paula would like to find a job ………….. a newspaper journalist.
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Mr Hart works ………. a professor at Oxford University.
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Mary and her sister fight ………… cat and dog.
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“What are you cooking? It smells ………….. fish.”
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Mrs Madison was offered a job ………… a sales assistant in a nearby boutique.
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Carol has got a mobile phone ………… mine.
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Their news came …………. a complete surprise to everyone who knew them.
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“The sky is very dark.” – “It looks ………. rain.”
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No one can sing that song …………. him.
UNIT 7
Topic: Telephoning
Grammar: The Modals
Discussion Questions:
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How often do you have to speak on the phone in English?
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Do you find it difficult? If so, why?
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Are telephone conversations in English part of your job?
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Will they be part of your job in the future?
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Are work calls in English easier or more difficult than other calls in English?
Telephoning
The telephone; it is part of us. What would we do without it? It is as common as apple pie and summer sunshine. As much a part of our lives as learning to walk and talk and perhaps that is why we, at most times, give it little thought.
But making and receiving telephone calls is one of the hardest skills in English. As we can't see the person we're speaking to, we can't use the usual non-linguistic signs (gestures, facial expressions etc) to help us understand the other person.
However, we often use standard phrases during a phone call, and learning these will help you not only understand what the other person is saying, but also direct the telephone conversation so that you can communicate your message successfully and concisely.
Remember that it's perfectly acceptable to speak more slowly than in normal speech. Your main objective is to be able to understand – and be understood, so don't worry if you sound unnatural. Try to speak clearly, avoid speaking too fast, and be as concise as you possibly can.
Here is a list of useful telephoning phrases. As a suggestion, print them out and keep them by the phone for handy reference.
Introducing yourself
Good morning / Hello. This is (name) from (company). My name is…
Asking to speak to someone
Could I speak to X please? I'd like to speak to X please. Could you put me through to X please?
When you answer the phone
Good morning / Hello. Sarah Jones speaking. If the caller has asked for you by name, say "Speaking!"
Asking for caller identification
May I say who's calling? Could I have your name please? Who's calling please?
Saying why you are calling
I'm calling to… / about ….I'm phoning about….
Saying that someone is not available
I'm sorry, but (name)……/ isn't here at the moment…/ is out of the office…/ away from his(her) desk…/. is in a meeting/ I'm sorry, but the line is engaged / X is on another call.
Offering to take a message
Would you like to leave a message? Can I take a message? Can I take your name and number?
Leaving a message
Could you ask X to call me back please? Can I leave a message for X?
Promising action
I'll give X your message as soon as he / she comes back I'll pass your message on
Saying goodbye
Thank you for calling.
If you don't understand what the other person is saying
Sorry? / Pardon? Could you repeat that please? Sorry, I can't hear you. Can you spell that please?
USEFUL PHONE PHRASES
Here are some general phrases that you can use on the phone to make communication easier.
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When you don't understand Sorry, but I don't really follow you. I'm not sure I understand. Sorry, what was that? Sorry, what did you say? Did you say …..? Can you say that again please? Can you repeat that please?
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Bad line / bad time Can I call you back? Can I give you a call back? Can you call me back? Asking the other person to slow down Could you speak more slowly please? I didn't get the last thing you said. It's a really bad line. Can you say it again more slowly please |
TELEPHONE ETIQUETTE
Many things have changed over the years, especially in the evolving world of business. One thing has not changed though, and that is the need for proper telephone etiquette in the work place. Along with company downsizings and layoffs has come a necessity for companies to merge jobs together in order to eliminate human resources and save money. While that may be necessary, it is not necessary that the common element of etiquette, especially telephone etiquette, be left to suffer.
Since customers are the ones who infuse the profits into a business, they do not appreciate being treated with rudeness in their dealings with a company. This includes any business that is conducted on the telephone.
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