Тема 2: business etiquette

ACTIVE VOCABULARY

Etiquette – етикет (social etiquette – етикет спілкування);

To be a success – досягнути успіху;

To disturb – турбувати, тривожити;

Peace of mind – душевний спокій;

Prosperity – процвітання;

Colleagues – колеги, співробітники;

The sunny side of smth. – позитивниа сторона чогось;

To expect – очікувати;

Improvement – поліпшення, вдосконалення; успіх;

To be noble for smth. – бути благородним, шляхетним, щоб;

Anger – гнів;

Fear – страх;

To permit – дозволяти;

To attract attention – привертати увагу;

To be careful of smth. – стерегтися чогось;

In private – наодинці, віч-на-віч;

Introduction – знайомство, представлення;

Formal pattern – певні правила;

Technicality – процедура;

Honor – честь;

Honored – шанований;

To present – представляти;

Stiff – вимушено, натягнуто;

Plain – просто.

Exercise 1. Give the synonyms to the following words:

1. to expect;

2. introduction;

3. in private;

4. to permit;

5. to be a success.

Exercise 2. Choose the proper English equivalent for the Ukrainian words and expressions:

1. тривожити душевний спокій a) to communicate in private

2. колеги b) to look for the sunny side of everything

3. шукати позитивне у всьому c) don’t attract attention

4. Я маю честь представити … d) to disturb the peace of mind

5. спілкуватись конфіденційно e) I have the honor to present …

6. не привертайте уваги f) colleagues

Exercise 3. Read and translate the following hints of social and office etiquette.

OFFICE MANNERS

If you are really want to be a success as a businessman, promise yourself:

• to be so strong that nothing can disturb your peace of mind;

• to talk about health, happiness and prosperity to every person you meet;

• to make all your colleagues feel that there is something in them;

• to look at the sunny side of everything and make your optimism come true;

• to think only of the best and to work only for the best and expect only the best;

• to forget the mistakes of the past and press on the great achievements of the future;

• to give so much time to the improvement of yourself that you have no time to criticize others;

• to be too large for worry, too noble for anger, too strong for fear and too happy to permit the presence of trouble.

BASIC RULES OF SOCIAL ETIQUETTE

In public the best manners are the quietest. Try not to attract attention to yourself.

Be careful of compliments. Give them in private, whenever possible.

Don’t use a lot of foreign words and phrases.

Don’t say “Huh?” or “What?” when you mean “What did you say?” or “Sorry – I didn’t hear what you said.”

INTRODUCTIONS

Introductions are usually made by your boss or the boss’ assistant or secretary in the formal business patterns.

When introducing people to each other, don’t worry about the technicalities of introductions, just remember that:

• a man is always presented to a woman, not a woman to a man;

• the honored one’s name is said first, the name of the person being presented follows;

• “May I present?” or “May I introduce?” or “I have the honor to present”. They are all correct, but there’re a bit stiff for modern usage. A plain and simple, “Mrs. Hamment, this is Mr. Crown”. and you needn’t go on to give each a biography;

• present the young to the old, the lesser to the greater.

When you are introduced you stand, whether being introduced to a man or to a woman.

Please note: it is never correct to call anyone in business like “baby”, “honey” or “darling”. Don’t say “How are you?”, do say “How do you do?” (formal), “Hello!”(informal).

Only after this routine you can say “Pleased to meet you”, “Nice to meet you”.

Exercise 4. Fill in the blanks with the necessary words:

1. Introductions are usually made by your boss or the boss’ assistant in the …

2. If you really want to be a success as a businessman, you must be so strong, that nothing can ..

3. In public try not … to yourself.

4. Give compliments only …

5. Give so much time to the … of yourself that you have no time …

Exercise 5. Translate into English:

1.Запросіть, будь ласка, містера Брайта. – Одну хвилинку, я зателефоную йому.

2. Зачекайте хвилинку, будь ласка.

3. Зараз підійде секретар містера Брауна.

4. Чи не міг би він вам передзвонити?

6. Чим я можу допомогти вам?

7. Вставайте кожного разу, коли в кімнату заходить жінка.

8. Задавайте питання щоб підтримати бесіду.

Exercise 6. Work in pairs: read, translate and dramatize the dialogues.

N 1:

Secretary: Mr. Wright’s office. Miss Brown’s speaking.

Caller: Is Mr. Wright there, please?

Secretary: Sorry, but he’s not available just now. May I help you? … or is there anyone else you’d care to speak to?

Caller: No – when could I reach?

Secretary: I expect to hear from him in about an hour. …May I tell him who called?

Caller: Well, I’ll call again this afternoon.

N 2:

Caller: Would you have him call Philip Ross, please?

Secretary: Will you give me the number please, in case Mr. Wright hasn’t it handle?

Caller: It’s 3-8-4-1-4-3-8.

Secretary: Thank you. I’ll ask him to call as soon as he’s free.

N 3:

Manager: This is Mrs. Whillson, my assistant. Mrs. Whillson, let me introduce you our new colleague Mr. Stanley.

Assistant: Pleased to meet you, Mr. Stanley.

Mr. Stanley: Nice to meet you too. How do you do?

Assistant: How do you do?

Exercise 7. Make your own dialogues according to the following role plays:

1. You are a secretary. Your boss has gone to another room. His friend is calling him.

2. You are at the restaurant with a businesswoman. You have to introduce her to your partner.

ТЕМА ДЛЯ САМОСТІЙНОГО ОПРАЦЮВАННЯ:

SPEAKING OVER THE TELEPHONE

Exercise 1. Learn the following conversational formulas:

1. Hello! – Алло! (Слухаю!)

2. Sorry for troubling you. – Вибачте, що турбую вас.

3. Can I help you? – Можу я вам допомогти?

4. Who is calling? – Хто телефонує?

5. This is …(calling). – Це … телефонує.

6. Petrov’s here. – Петров слухає.

7. I’d like to speak to … - Я б хотів поговорити з …

Could I speak to … - Чи не міг би я поговорити з …

May I speak to … - Можу я поговорити з…

8. Hold on! – Не кладіть трубку!

9. Take up the receiver! – Підніміть трубку!

10. The line (the number) is engaged. – Лінія (номер) зайнята.

11. Dial again. – Наберіть номер телефону ще раз.

12. I am putting you through. – Я вас з’єдную.

I am connecting you.

13. You dialed the wrong number. – Ви набрали невірний номер.

14. What number are you calling from? – З якого ногмеру телефону ви телефонуєте?

15. Ask Mr. A. to call Mr. B. – Попросіть містера А. передзвонити містеру В.

16. Tell him Mr. B. сalled. – Передайте йому що дзвонив містер В.

17. Any message? – Щось передати?

18. My telephone number is 694-32-45 (six-nine-four-three-two-four-five). - Мій номер телефону – 694-32-45.

Exercise 2. Work in pairs, read and dramatize the following dialogues:

N 1:

• Hello! Could I speak to Mr.Roma?

• Sorry, Mr. Roma is not available at the moment. Would you like to leave a message?

• No, thanks. I’ll better call him back.

N 2:

• Foreign Office. Good morning. Can I help you?

• I’d like to speak to Mr. Games, please.

• Who’s calling, please?

• Mr. Orlov.

• Will you hold on, please?

• Yes, thank you.

• I am putting you through, Mr. Orlov.

Exercise 3. Fill in the blanks with the missing remarks:

N 1:

• …?

• Yes, please. May I speak to Mr. Black?

• …

• OK., I’ll wait.

N 2:

• He is busy at the moment. …

• Well, I’ll call him back tomorrow.

N 3:

• … Who is calling?

• Good morning. This is Mr. Noby.

• Good morning, Mr.Noby. …

N 4:

• Could I speak to Mr. Johnson?

• …

• Mr. Johnson speaking. Who is calling?

Exercise 4. Read the dialogue aloud in class just for fun:

WHAT DID YOU SAY?

• Hello, who’s speaking?

• This is Watt.

• I’m sorry. What’s your name?

• Yes, Watt’s my name.

• Is this a joke? What is your name?

• John Watt.

• John what?

• Yes. Look, who’s this? Are you Jones?

• No, I’m Knott.

• Are you going to tell me your name?

• I’m Knott!

• Why not?

• My name is Knott!

• Not what?

Note: “Watt” sounds like “what” and “Knott” sounds like “not”.

Exercise 5. Answer the following questions about the reading:

1. Who is the first speaker in the dialogue? What is the second’s name?

2. Does Watt tell his name? Does Knott understand him?

3. Does Knott get angry? Does Watt get angry?