and this.

6. Never write a resume that is more than two pages. Most experts agree that one should be sufficient, unless you've been in the workforce for about 20 years and have so much experience it couldn't possibly fit onto one page. You must keep it simple, to the point and provide only those aspects of your work and life experience that support your candidacy for a particular position. And don't start playing with the margins in order to make it fit — readers do notice.

7. It is OK to tailor a resume to a particular position, and have more than one resume depending on the job you are seeking.

8. Proofread your resume. And then proofread it again. It is critical that every word is used to its maximum efficiency, and that every word is spelled correctly. A resume is your way of convincing an employer that you are right for a job. Any typo, no matter how small, will make you appear unprofessional, sending your resume into the trash pile.

9. Seek additional advice when writing your resume. Most libraries have an extensive selection of resume help books. Or simply have your friends read it and provide you with feedback.

10. Once the resume is done, half the battle is over. Next comes the cover letter, which should ALWAYS accompany a resume when it is sent to a potential employer or recruitment agency, even if they don't specifically ask for one.

Active Vocabulary

tips-поpaди

truncated-скорочений

to refer-посилатися

brevity- стислість

to quantify- визначати кількість

concrete testimony- конкретний доказ

to catch the attention- привернути увагу

impressive client- клієнт, що справляє враження

special recognition- особливе визнання

bullets of information- блоки інформації

to bring attention- привернути увагу

sufficient- достатній

workforce- робоча сила

to support candidacy for a particular position- підтримати кандидатуру на конкретну посаду

margin- часова межа

to proofread- корегувати, редагувати

feedback- зворотний зв'язок

cover letter-супроводжувальний лист

How to Write a First Job Resume for Tourism

I want to do this! What's This?

Tourism jobs encompass a wide variety of positions. People who work in tourism may be travel agents, ticket salespeople, cruise ship or hotel employees or timeshare sales professionals. Many of these positions are entry level and are sought-after first jobs for students and young adults recently out of college. Tourism jobs offer excitement, variety, flexibility and a chance to make better money than other first jobs. Here is how to create a resume that can help you get your foot in the door in the tourism industry.

Instructions

1. Put your name and contact information at the top of your resume. Your name should be in slightly bigger type than the rest of the text, so that it stands out and catches the eye. Consider putting your name in caps, or using bold type to highlight it.

2. Write your career goals. This should be the first section of your resume, and should be no longer than five to six lines. This section should state why you want a first job in the tourism industry, what a prospective employer can hope to gain by hiring you, where you see yourself in the industry in 5 to 10 years and how you plan to get there.

3. Tell prospective employers about any relevant experience you may have, such as volunteer work, coordinating a school field trip or helping others plan their vacations. Include this information in a bulleted list and write down the dates and places where you gained these experiences.

4. Write in a section that lists any training courses or certifications you have. Such training may help you get a better first job. Examples may be a travel agent training course or having earned a real estate license for selling timeshares.

5. Create a section titled "Other Skills." This section needs to be a bulleted list naming any non-tourism skills you have that would help you in a tourism job. These kinds of skills could be good interpersonal skills exceptional dependability or the ability to operate office machines such as copiers, fax machines and computers.

6. Include a section title "Education." List all schools you attended, the dates you attended them and include any degree, diploma or designation you received upon completion. If you have a travel and tourism-related degree from college, bump this section up to the top of your resume where it can attract the attention it deserves.

Tips & Warnings

While the majority of tourism jobs provide on-the-job training, a few positions, such as travel agent and timeshare sales professional, require special skills or certification. If you want to work in a job that requires advanced preparation, apply to work in a different position for that employer, such as a receptionist or an assistant, then see if the employer will sponsor you to get the certification and training classes you need to qualify for the job you really want.

SAMPLE RESUME

John Doe #1-1239 West Georgia Street, Vancouver, BC V6E 4R8 john_doe@bcjobs.ca

Objective •    To work with an eco-tourism organization as an adventure guide Profile. •    Experienced adventure travel specialist with strong background in outdoor guiding, team building, adventure travel planning and sales. Experience •    Travel agent. ABC Adventure Tours. Vancouver. August 2006 to present. -Booked adventure packages for international groups, netting sales of $500,000 per year. -Developed travel itineraries, working with partner companies to offer custom packages to customers. -Trained new staff in company policies and procedures. •    Rafting lead. ABC Rafting Excursions. Squamish. May 2005 to August 2006. -Lead groups of rafters on various whitewater courses ranging from level 1 to 4. -Provided basic safety training and applied safety procedures on rafting trips and first aid techniques, as required. -Maintained rafting equipment and completed repair work when necessary. •    Camp counselor. Blue Wave Lake Camp. Maple Ridge. July 2003-May 2005. -Acted as a leader and guide for kids aged 8-12. -Developed camp curriculum and activity plans. -Responded to issues and resolved conflicts with empathy. -Lead day-long hiking trips in surrounding area.

Education •    Recreation Leadership Diploma. Langara University College. 2005. •    Grade 12 Dogwood Diploma. Churchill Secondary School. Vancouver. 2003. Awards and Recognition •    Named Top Agent of the Month at ABC Adventure Tours. •    Voted favourite camp counselor two summers in a row.

Task 5. Give English equivalents of the following (several appropriate answers are possible):

Виконувати, урегулювати, керувати, складати план, укладати, створювати, об'єднувати, укладати концепцію, проектувати, визначати, виявляти, запровадити, розробляти, усувати (недоліки), зменшити, здійснювати, підтвердити, проштовхнути пропозицію, підтримувати, видозмінити, спонукати, договорятися, отримати, завідувати, провести ревізію, переконати, розпочати (продовжувати), сприяти, забезпечувати, закуповувати, мати відношення, реформувати, відновлювати, досліджувати, реконструювати, проводити огляд, переробляти, включати до графіка, задовольняти потреби, намічати (план дії), модернізувати, утилізувати (використовувати), головувати.

Task 6. An employer will probably want to take on someone who is:

articulate considerate accurate

numerate computer-literate dynamic

enthusiastic optimistic energetic

diplomatic

Match the qualities above with these definitions:

1. is able to use information technology

2. thinks of other people's feelings

3. is discreet and tactful in delicate situations

4. shows a lot of enthusiasm and energy

5. is good with figures

6. can speak fluently

7. is precise, pays attention to details, feels confident about the future.

Task 7. TRUE/FALSE Place a T or an F in the space that precedes each statement.

1. Among the activities that precede the writing of a resume, career analysis should precede self-analysis.

2. Career notebooks are prepared for the purpose of presenting them to prospective employers.

3. Whether to include personal information on a resume is a matter of personal preference.

4. Overall, the advantages of including such personal information as sex, religion, age, marital status, and national origin outweigh the disadvantages.

5. Most employers would recommend that a photograph be attached to the resume.

6. Preferably, the resume is prepared before the application letter is written.

7. Major headings on a resume should be arranged in alphabetical order.

8. On resumes, previously held jobs must be listed in the order in which they were held.

9. Functional resumes emphasize major qualifications by placing them in major headings.

10. For an applicant who does not meet an employer's educational requirements, a chronological (instead of functional) resume is the better choice.

11. First- and second-person pronouns should not be used in writing resumes.

12. Because the match-up between qualifications and requirements is so important, grammar and mechanics (format, spelling, and keyboarding) are unimportant.

Task 8. Multiple choice. In the space provided, place the letter that precedes your choice.

1. Which should precede preparation of a resume?

   1. Self-analysis c. Job analysis

   2. Career analysis d. All three preceding choices

2. In which would aptitudes, interests, and achievements be paramount?

   1. Self-analysis c. Job analysis

   2. Career analysis d. All three preceding choices

3. Of all items considered for inclusion on a resume, which is most essential?

   1. Statement of career goal c. Personal information

   2. Qualifications d. References

4. In the Personal Information section of a resume, which is least appropriate

for inclusion?

1. Job-related hobbies c. Religion

2. Knowledge of a foreign language d. Service in community organizations

1. In the Experience section, which former job should be listed first?

   1. The first job held

   2. The most recent job held

   3. The job that would appear first in an alphabetical list of former employers

   4. The highest-paying job

6. Which is characteristic of a functional resume?

1. References must be included

2. Education and Experience are major headings

3. Previous jobs are listed in the order in which they were held

4. Headings reflect major qualifications

7. In sentences that appear in resumes, which stylistic techniques are commendable?

1. Omit pronominal references to self

2. Use subject-understood sentences

3. Begin sentences with action verbs

4. Use all of the preceding techniques

Task 9. Translate into English:

Резюме — документ розміром в одну чи дві сторінки, що містить основні дані про посаду, яку хоче отримати претендент, його освіту, трудову чи позанавчальну діяльність. Дані наводяться у зворотному хронологічному порядку — від найновіших до найдавніших. У резюме згадується, що, у разі потреби, можна отримати рекомендаційні листи та виписки оцінок за навчання. Існують такі види резюме:

• хронологічне;

• функціональне;

• функціонально-хронологічне.

У листі-супроводі, що додається до резюме, розкриваються ті питання, які найбільше стосуються певної посади (роботи), на яку претендує людина.

Task 10. Using the information provided by the texts given above try to write down your own resume.

Terry lawson 65 n. Grant St. Salt Lake City,Utah 84107 (801)555-1331

Objective

An entry-level marketing or management position with a medium-sized

business

EDUCATION

Bachelor of Science, Business Administration, University of Utah, Salt Lake City (Expected June 1995) Major: Management Minor. Marketing

Related course work: personnel management, business management, business ethics, business, law, macro, economics, statistics, marketing and sales

SKILLS/ABILITIES

Management

• Developed and implemented new fund-raising program for social fraternity, which brought more than $1.500 for local charity

• Worked with local and national alumni chapters to coordinate chapter house expansion, including negotiating a construction contract and schedule

• Managed chapter house finances for two years, including collecting dues and paying bills

• Carried a full courseload white serving as chapter officer and working on campus newspaper advertising staff

Sales

• Led campus newspaper advertising staff three consecutive years for most advertising dollars generated

• Organized and implemented advertising promotion, which increased number of advertisers by 45%

Leadership

• Served as fraternity president business manager and social chairman

• Named to Skull and Crescent National Leadership Honorary Experience

Advertising Staff, Utah Extra, University of Utah, Salt Lake

(September 1991- current) Business Manager, Sigma Chi, University of Utah, Salt Lake (September 1993 - May 1994)

How to write a cv

When applying for a job you’ll be in competition with a number of other candidates. So your CV is important – interviewers will decide whether or not to see you on the strength of what you have written. Don’t just think of it as a list of facts; it should sum up your personal, educational and career history, as well as being an indication of your strengths and weaknesses.

Here are some suggestions:

Presentation

• Always type your CV. Use a good typewriter or word processor. If a CV is hand-written, it goes into the wastepaper basket.

• Use good quality paper. Don’t give the impression this is just another photocopy.

• Never send a CV without a covering letter explaining which vacancy you’re applying for. If you’re writing “on spec.”, send a short letter explaining what kind of post you’re looking for.

• Don’t fax a CV unless you’re asked to. It’s a confidential document.

Content

• Write a list of important headings. These should include your name, date of birth, your address (and your e-mail address, if you have one), phone number (at work and at home), your work record and so on.

• Start with your most recent job and work backwards.

• Don’t leave out any vital information. If you spent a year or two travelling, say so. Years that are unaccounted for will seem suspicious.

• Don’t include any negative information, such as exam failures or lost jobs. Be positive about yourself, but don’t lie or you will undermine yourself from the start.

• Don’t ask for your CV to be returned; many companies keep CVs on the file for future reference.

Task 11. TRUE/FALSE Decide which statement is true (T) or false (F).

1. A Curriculum Vitae is more acceptable if it is hand-written.

2. A Covering Letter should be hand-written.

3. The longer a CV is the better.

4. You should always include a photograph.

5.A CV should list experience in chronological order.

6. It’s best to explain foreign qualifications and give an approximate equivalent in the country to which you are applying.

7. There is no point in mentioning outside activities, hobbies, etc.

8. Each CV should be customised for the job you are applying for.

9.Perfect prose isn’t expected; note form is perfectly acceptable.

10. Use space constructively; don’t mention failures or irrelevant experience.

11. Don’t include your previous salary or salary expectations, unless requested.

12. You can lie on a CV: they’ll never find out anyway.

13. Any gaps in the dates should be explained.

14. It’s best not to send the CV by fax unless requested to do so.

15. Always make a follow-up phone call a few days after sending off your CV.

Curriculum Vitae

Personal Details

Name Anna Gordon

Age 25

Address 169 Cornhill Place, London 1 1LR

Telephone 071 690 3 999

Nationality French

Objective: senior position in management staff

Highlights of qualifications:

• business oriented; able to understand and executive broad corporate policy,

• strength in analyzing and improving administrative methods,

• effective in facilitating communication between management and project team,

• proven ability to manage both large and small groups and maintain productivity,

• successful in negotiating, favorable design and contracts.

Experience:

…………….

Education:

……………

Etc.

Task 12. Look at Mike Mortimer’s CV and answer these questions.

a. What was his first post?

b. What is his most recent post?

c. What kind of experience has he had?

d. How has his career progressed?

e. In your opinion, is his CV well written? If not, what changes would you make?

Personal Details

Name: Mike Mortimer, Magister

Date of Birth: November 6, 1972

Place of Birth: Miami, Florida, USA

Address: 157 rue des Laboureurs, Moissy, 77550

Email: mike.mortimer@fh-krems.ac.at

Phone: +43-664-4548750

Education

• 09/93-02/94 Certificate of Theme Park Management: Miami University, Florida, USA

• 05/92-02/93 Diploma in Hospitality Management: Neath College, Wales

• 09/90-04/92 Higher National Diploma in Tourism and Recreation Management: Swansea Institute of Higher Education, Wales

• 09/88-06/90 BTEC National Diploma in Business and Finance: Fermanagh College of Further Education, Enniskillen, Northern Ireland

Languages

• ENGLISH, mother tongue

• FRENCH, fluent

• SPANISH, elementary

Employment Experience

BIENVENUE THEME PARK

Merville, France

12/96 – present

Attractions Lead Coordinator

• Pre-opening, supervised the personal development of staff on standards of customer care

• Compiled and arranged Safety Operating Procedures for Attractions

• Managed employees’ daily schedule and delegation of tasks

• Monitored safe operation of major attractions in the Park

• Coordinated the show quality, ensured high standards of maintenance

SUPERWORLD THEME PARK

Miami, Florida

2/95-12/96

Intern Supervisor

• Implemented the Intern Program

• Planned and presided over Special VIP Events

• Supervised the training of new employees on operating procedures

• Participated in leadership development and trainer classes

03/94-02/95

International cultural representative

• Greeted guests and answered questions

• Took inventory of stock, organized shop displays

• Organized international cultural exchange events

THE NEWBERN GROTTO

Newbern, Northern Ireland

06/90-09/90

Tourist Information Assistant/Grotto Tour Guide

• Provided tourist information for local area

• Guided international parties in one of the largest caves in Europe

• Trained new employees on all aspects of cave guiding

Specialized Skills

• Project management

• E-tourism, e-business, online marketing

• Strategy Development

• Didactics, moderation, presentation and creativity techniques

Skills / Interests

IT: Excellent user skills, Office, Internet applications, MS Project, data bases

Hobbies: Reading, playing the guitar, alpine sports, water sports, folk music, judo, travelling

Additional Information

1990-1993 Sports club treasurer

1987-1990 Youth group leader

References

Christophe Allain Anne Jones

23, rue de la Paix Director, The Newbern Grotto

Moissy 775550 14 Rodney Drive

Newbern

Northern Ireland

Task 13.

Think over the following questions and then be ready to write your resume according to the given above plan and patterns.

1. What position or what kind of job do you want?

2. What kind of a career do you want to make?

3. What makes you qualified for this job or position?

4. What can you do for the company you want to work for?

5. What is your previous work experience?

6. What is your present job?

7. What are your responsibilities at work and how do you cope with them?

8. Why do you want to leave your present job?

9. What salary do you expect to receive?

10. What education did you receive?

11. Did you finish with academic [ækə'demɪk] honors (знаки особистої відзнаки; почесне звання)?

12. What languages do you speak?

13. Are you computer literate ['lɪtərɪt] (1) письменний, грамотний 2) освічений, вчений)?

14. Do you drive a car?

15. What is your family status?

16. Do you have children?

17. Are you willing to work overtime?

18. Are you willing to travel?

19. Do you have any health problems?

20. Whom do you ask for references?

21. What five general types of information should you present in your resume?

22. In writing your resume, should you present your educational qualifications or your work experience first?

Instructions for using the Europass curriculum vitae

Introduction

Drawing up a curriculum vitae is an important step in looking for any job or training. The CV is often the first contact with a future employer. It needs to seize the reader’s attention immediately and to demonstrate why you should be given an interview.

Important! Employers generally spend no more than a minute on each CV when making an initial selection from applications received. If you fail to make the right impact, you will waste your opportunity.

Read the following information carefully before entering your details into the template.

General recommendations

Before starting to write your curriculum vitae, remind yourself of a few important principles:

1) Take care over the presentation of your CV

2) Set out your qualifications, skills and competences clearly and logically, so that your specific attributes are easily seen.

3) Give proper attention to all relevant detail, both of substance and presentation; there is no excuse for mistakes in spelling and punctuation!

4) Concentrate on the essentials

- a CV must be brief: in most cases, two pages are enough to show who and what you are. A three page CV may be considered too long in some countries, even if your work experience is outstanding.

- if your work experience is still limited (because you have just left school or university), describe your education and training first; highlight work placements during training (see online examples);

- concentrate on essential information that brings added value to your application: work experience or training which is old or not relevant for the application can be omitted.

5) Adapt your CV to suit the post applied for

6) Systematically check your CV every time you want to send it to an employer to see if it corresponds to the profile required; highlight your advantages according to the specific requirements of the prospective employer.

7) A good knowledge of the company will help you tailoring your CV to the appropriate profile.

8) Take care: do not artificially inflate your CV; if you do, you are likely to be found out at the interview.

9) Keep to the structure of the template

The Europass curriculum vitae allows you to present your qualifications, skills and competences in a logical order:

- personal information;

- description of your work experience;

- description of your education and training (which may appear before the heading ‘Work experience’ for users with limited work experience; to invert the order of the two headings, use the ‘copy/paste’ command in your word processing software);

- detailed inventory of your skills and competences, acquired in the course of your training, work and daily life.

Notes:

- print your curriculum vitae on white paper;

- retain the suggested font and layout;

- avoid underlining or writing whole sentences in capitals or bold: it affects the readability of the document;

- do not split an entry under one heading over two pages (e.g. your list of training courses) – to avoid this use the ‘page break’ command in your word processing software;

- the boxes containing the various headings should not appear when the document is printed.

Be clear and concise.

Your profile must be appreciated by the potential employer after a few seconds’ reading. In consequence:

- use short sentences;

- concentrate on the relevant aspects of your training and work experience;

- explain any breaks in your studies or career;

- remove any optional heading (e.g. if you have no ‘Artistic skills and competences’ (see page 2 of the template) or if you consider that such skills and competences do not bring added value to your application, remove the whole entry using the ‘cut’ command in your word processing software.

Have someone else read your CV on completion.

Check your CV carefully once you have filled it in to remove any spelling mistakes and to ensure it is laid out clearly and logically.

Have someone else read your CV so that you are sure the content is clear and easy to understand.

Detailed instructions for using the Europass curriculum vitae

How to draft your Europass curriculum vitae?

I. Use the online interface or download the CV template:

You can either

(a) use the online interface available on the Europass website.

(http://europass.cedefop.europa.eu) Your CV can be then saved to the directory of your choice; or

(b) download the CV template (in Word or OpenDocument format) in the language of your choice from the same website and save it on your computer hard disk; you then complete the various headings in the right- hand column, and insert your personal data.

If you need guidance, consult the sample CVs provided on http://europass.cedefop.europa.eu

II. Fill in the different sections as follows

Important:

- do not change the wording of the left-hand column;

- keep to the layout and font used in the template.

Insert photograph if requested (optional)

Notes:

E u r o p a s s - a picture is not essential in a CV, unless requested by the employer

c u r r i c u l u m v i t a e - format: preferably jpg.

Personal information

Surname(s) / First name(s) State your surname(s) (preferably using small capitals) and

(remove if not relevant) first name(s), (preferably using lower case), e.g.:

SMITH, John Andrew

in conformity with the rules that apply in your country.

Note: if you have more than one other name, start with the one

you usually use.

Address(es) State your complete postal address(es) where you wish to be contacted, e.g.:

(remove if not relevant) 12, High Street, Newtown AB12 3CD

Notes:

- show clearly the address at which you can be contacted quickly. If your permanent address is different from where you are living at present, you may write both addresses, stating the dates between which you can be contacted at each;

- the order in which the items in an address appear may vary from country to country; follow the rules that apply so that post will reach you quickly; do not forget the country code if you are applying abroad (see sample CV);

- in the case of Ireland, the United Kingdom and the Netherlands, the name of the country is written out in full:

Dublin 2

Ireland

…

London SW1P 3AT

United Kingdom

…

2500 EA Den Haag

Nederland

For further details, consult the Interinstitutional style guide, available

on line: http://publications.europa.eu/code/en/en-370103.htm

Telephone(s) State the telephone number(s) where you wish to be contacted, e.g.:

(remove if not relevant) Fixed: +44 2012345678 Mobile: +44 7123456789

Notes:

- Indicate the number in its international form.

- Prefix the international dialling code with a plus sign ‘+’ (no following space) indicating the need to add the prefix for international calls.

- After the international dialling code and a space, the complete number, including the regional code if there is one, is presented in a single block.

Fax(es) Write your fax number(s), using the same rules as for your telephone number(s) e.g.:

(remove if not relevant) +44 2012345678

E-mail(s) Write your e-mail address(es) in full, specifying if it is your personal or (remove if not relevant) professional address, e.g.: bragov@whaoo.com

Nationality(-ies) Write your nationality(-ies), e.g.:

(optional) Irish

Date of birth Give your date of birth (dd/mm/yyyy), e.g.:

(optional) 02.04.1963

Gender Specify your gender, (Male / Female) e.g.:

(optional) Male

Desired employment / Specify your job target or occupational field, e.g.:

Occupational field Database manager and administrator

(remove if not relevant)

Note: this entry gives an immediate overview of your profile by focusing on your core competences.

Work Experience

Under this heading, make a separate entry for each relevant job held, starting with the most recent.

Notes:

- if you are applying for your first job, do not forget to mention work placements during training which provide evidence of initial contact with the world of work;

- if your work experience is still limited (because you have just left school or university), describe your education and training first (to invert the order of the two headings, use the ‘copy/paste’ command in your word processing software); highlight work placements during training (see online examples);

- for the sake of brevity, focus on the work experience that gives added weight to your application. Do not overlook experience which may be an asset even though it is not directly related to the profile of the job for which you are applying (e.g., time spent abroad, work bringing you into contact with the public, etc.);

- reproduce the table (using the ‘copy/paste’ command in your word processing software) as many times as required. To delete a heading, use the ‘Table’ commands menu in your word processing software.

Dates Write the dates to show how long you held the job in question, e.g.:

From March 1994 to December 1999

Occupation or position held State your job title or the nature of your occupation, e.g.:

HGV mechanic, Maintenance technician, Receptionist

Main activities and responsibilities State your main activities and responsibilities, e.g.:

Maintenance of computers or Relations with suppliers or

Maintaining parks and gardens. If necessary, quantify your

responsibilities (percentage of working time, length of time spent

on each occupation, etc.).

Name and address of employer State the name and address of the employer, e.g.:

Anderson and Dobbs Ltd., 12 Highland Road, Edinburgh EH3 4AB,

United Kingdom

Note: if relevant, add more information (telephone, fax, e-mail or Internet address), e.g.:

Tel.: (44-31) 123 45 67 - Fax (44-31) 123 45 68 - E-mail: J.Robinson@andes.co.uk;

Website: http://www.anderdobbs.co.uk

Type of business or sector State the nature of the employer’s business or sector, e.g.:

Transport and logistics or Auditing or Manufacturer of motor vehicle

Parts.

Education and training

Under this heading, make a separate entry for each course completed, i.e., each course leading to a qualification, starting with the most recent.

Notes:

- if your work experience is still limited (because you have just left school or university), describe your education and training first (to invert the order of the two headings, use the ‘copy/paste’ command in your word processing software);

- there is no need to show all your qualifications: do not go back as far as primary school if you hold a university degree; focus on the qualifications which are an asset to your application;

- reproduce the table (using the ‘copy/paste’ command in your word processing software) as many times as required. To delete a heading, use the ‘Table’ commands menu in your word processing software.

Dates Write the dates to show how long the course in question lasted, e.g.:

From September 1994 to June 1998

Title of qualification awarded Write the exact title of the qualification awarded, e.g.:

National Vocational Qualification (NVQ) Level 2: Bakery Service

Note: avoid using abbreviations on their own (e.g. NVQ).

Principal subjects/occupational skills covered Summarize the main subjects or occupational skills taught during the course in question, grouping them together if necessary for the sake of brevity, e.g.:

General

- English language, Welsh language, mathematics, foreign language (Spanish)

- physical education and sports

Occupational

- occupational techniques (making of standard breads, fancy breads, cakes and pastries)

- science applied to food and equipment (microbiology, biochemistry, hygiene)

- occupational technology (basic principles, hygiene and safety)

- knowledge of business and its economic, legal and social context.

Note: combine items, and focus on the occupational skills which would be an asset if you were appointed.

Name and type of organization providing education and training

State the name (and if appropriate, the address) and type of the institution attended, e.g.:

South Wales Technical College

Glamorgan Place

Cardiff CF1 2AB

Level in national or international If the level of the qualification corresponds to an existing national or international classification classification system, state the level within the

(remove if not relevant) classification concerned (national classification,

ISCED, etc.). If necessary, ask the body which awarded

the qualification.

Personal skills and competences

This page is dedicated to skills and competences acquired in the course of life and career but not necessarily covered by formal certificates and diplomas. In other words, it aims to give a complete picture of your skills and competences. The headings below (languages, social, organisational, technical, computer-related, artistic and other skills and competences) allow you describe skills and competences acquired both in the course of your education and training (during your studies) during seminars or continuing training sessions, and in a non-formal manner (in the course of your occupational or leisure activities).

General note: Delete any heading under which you have nothing relevant to say, using the ‘cut’ command menu in your word processing software.

Mother tongue(s) State your mother tongue(s) here, e.g.:

English

Other language(s) Note: state in the section below your skills and competences in foreign

(remove if not relevant) languages. Use the self-assessment scale developed by the Council of Europe to help people self-assessing their foreign language level of proficiency in understanding, speaking and writing (see instructions below heading).

European level (*) Listening Reading Spoken interaction Spoken production

Spanish

French

(*) Common European Framework of Reference (CEF) level

Instructions for using the self-assessment grid

The self-assessment grid is based on the six level scale of the common European framework of reference for languages developed by the Council of Europe.

The grid consists of three broad levels as follows:

- Basic user (levels A1 and A2);

- Independent user (levels B1 and B2);

- Proficient user (levels C1 and C2).

To self-assess your foreign language level, read the descriptions below and write the relevant level (e.g. Proficient user - C2) in the adequate box of your CV (Listening, Reading, Spoken interaction, Spoken production and Writing).

Understanding

Listening

A 1: I can understand familiar words and very basic phrases concerning myself, my family and immediate surroundings when people speak slowly and clearly.

A 2: I can understand phrases and the highest frequency vocabulary related to areas of most immediate personal relevance (e.g. very basic personal and family information, shopping, local area, employment). I can catch the main points in short, clear, simple messages and announcements.

B 1: I can understand the main points of clear standard speech on familiar matters regularly encountered in work, school, leisure, etc. I can understand the main points of many radio or TV programmes on current affairs or topics of personal or professional interest when the delivery is relatively slow and clear.

B 2: I can understand extended speech and lectures and follow even complex lines of argument provided the topic is reasonably familiar. I can understand most TV news and current affairs programmes. I can understand the majority of films in standard dialect.

C 1: I can understand extended speech even when it is not clearly structured and when relationships are only implied and not signalled explicitly. I can understand television programmes and films without too much effort.

C 2: I have no difficulty in understanding any kind of spoken language, whether live or broadcast, even when delivered at fast native speed, provided I have some time to get familiar with the accent.

Reading

A 1: I can understand familiar names, words and very simple sentences, for example on notices and posters or in catalogues.

A 2: I can read very short, simple texts. I can find specific, predictable information in simple everyday material such as advertisements, prospectuses, menus and timetables and I can understand short simple personal letters.

B 1: I can understand texts that consist mainly of high frequency everyday or job-related language. I can

understand the description of events, feelings and wishes in personal letters.

B 2: I can read articles and reports concerned with contemporary problems in which the writers adopt particular attitudes or viewpoints. I can understand contemporary literary prose.

C 1: I can understand long and complex factual and literary texts, appreciating distinctions of style. I can

understand specialized articles and longer technical instructions, even when they do not relate to my field.

C 2: I can read with ease virtually all forms of the written language, including abstract, structurally or linguistically complex texts such as manuals, specialized articles and literary works.

Speaking

Spoken interaction

A 1: I can interact in a simple way provided the other person is prepared to repeat or rephrase things at a slower rate of speech and help me formulate what I'm trying to say. I can ask and answer simple questions in areas of immediate need or on very familiar topics.

A 2: I can communicate in simple and routine tasks requiring a simple and direct exchange of information on familiar topics and activities. I can handle very short social exchanges, even though I can't usually understand enough to keep the conversation going myself.

B 1: I can deal with most situations likely to arise whilst travelling in an area where the language is spoken. I can enter unprepared into conversation on topics that are familiar, of personal interest or pertinent to everyday life (e.g. family, hobbies, work, travel and current events).

B 2: I can interact with a degree of fluency and spontaneity that makes regular interaction with native speakers quite possible. I can take an active part in discussion in familiar contexts, accounting for and sustaining my views.

C 1: I can express myself fluently and spontaneously without much obvious searching for expressions. I can use language flexibly and effectively for social and professional purposes. I can formulate ideas and opinions with precision and relate my contribution skillfully to those of other speakers.

C 2: I can take part effortlessly in any conversation or discussion and have a good familiarity with idiomatic expressions and colloquialisms. I can express myself fluently and convey finer shades of meaning precisely. If I do have a problem I can backtrack and restructure around the difficulty so smoothly that other people are hardly aware of it.

Spoken production

A 1: I can use simple phrases and sentences to describe where I live and people I know.

A 2: I can use a series of phrases and sentences to describe, in simple terms, my family and other people, living conditions, my educational background and my present or most recent job.

B 1: I can connect phrases in a simple way in order to describe experiences and events, my dreams, hopes and ambitions. I can briefly give reasons and explanations for opinions and plans. I can narrate a story or relate the plot of a book or film and describe my reactions.

B 2: I can present clear, detailed descriptions on a wide range of subjects related to my field of interest. I can explain a viewpoint on a topical issue giving the advantages and disadvantages of various options.

C 1: I can present clear, detailed descriptions of complex subjects integrating sub-themes, developing particular points and rounding off with an appropriate conclusion.

C 2: I can present a clear, smoothly-flowing description or argument in a style appropriate to the context and with an effective logical structure which helps the recipient to notice and remember significant points.

Writing

A 1: I can write a short, simple postcard, for example sending holiday greetings. I can fill in forms with personal details, for example entering my name, nationality and address on a hotel registration form.

A 2: I can write short, simple notes and messages. I can write a very simple personal letter, for example thanking someone for something.

B 1: I can write simple connected text on topics which are familiar or of personal interest. I can write personal letters describing experiences and impressions.

B 2: I can write clear, detailed text on a wide range of subjects related to my interests. I can write an essay or report, passing on information or giving reasons in support of or against a particular point of view. I can write letters highlighting the personal significance of events and experiences.

C 1: I can express myself in clear, well-structured text, expressing points of view at some length. I can write about complex subjects in a letter, an essay or a report, underlining what I consider to be the salient issues. I can select a style appropriate to the reader in mind.

C 2: I can write clear, smoothly-flowing text in an appropriate style. I can write complex letters, reports or articles which present a case with an effective logical structure which helps the recipient to notice and remember significant points. I can write summaries and reviews of professional or literary works.

The self-assessment grid can be accessed from the website of the Council of Europe (www.coe.int/portfolio).

Notes:

- if you have a certificate testifying to your competence (such as TOEIC -Test of English for International Communication), state the level and the date when you obtained;

- do not overestimate your level, which may well be checked if you are interviewed!

Social skills and competences What are we talking about?

(remove if not relevant) Social skills and competences refer to living and working with other people, in positions where communication is important and situations where teamwork is essential (for example culture and sports), in multicultural environments, etc.

Describe your social skills and competences, e.g.:

- team spirit;

- good ability to adapt to multicultural environments, gained though my work experience abroad;

- good communication skills gained through my experience as sales manager.

Specify in what context they were acquired (through training, work, seminars, voluntary or leisure activities, etc.).

Organizational skills and What are we talking about?

competences Organizational skills and competences refer to coordination and

(remove if not relevant) administration of people, projects and budgets; at work, in voluntary

work (for example culture and sports) and at home, etc.

Describe your organizational skills and competences, e.g.:

- leadership (currently responsible for a team of 10 people);

- sense of organization (experience in logistics);

- good experience in project or team management.

Specify in what context they were acquired (through training, work, seminars, voluntary or leisure activities, etc.).

Technical skills and What are we talking about?

competences

(remove if not relevant) Technical skills and competences refer to mastery of specific

kinds of equipment, machinery, etc. other than computers, or to technical skills and competences in a specialized field (manufacturing industry, health, banking, etc.).

Describe your technical skills and competences, e.g.:

- good command of quality control processes (I was responsible for the implementation of quality audit in my dept);

Specify in what context they were acquired (through training, work, seminar, voluntary or leisure activities, etc.).

Computer skills and competences What are we talking about?

(remove if not relevant) Computer skills and competences refer to word processing and

other applications, database searching, acquaintance with

Internet, advanced skills (programming etc.).

Describe your computer skills and competences, e.g.:

- good command of Microsoft Office™ tools (Word™, Excel™ and PowerPoint™);

- basic knowledge of graphic design applications (Adobe Illustrator™, PhotoShop™).

Specify in what context they were acquired (through training, work, seminar, voluntary or leisure activities, etc.).

Artistic skills and competences State here your artistic skills and competences which are an (remove if not relevant) asset (music; writing; design, etc.) e.g.: carpentry

Specify in what context they were acquired (through training, work, seminars, voluntary or leisure activities, etc.).

Other skills and competences State here any other skill(s) and competence(s) which are an (remove if not relevant) asset and are not mentioned under earlier headings (hobbies;

sports, positions of responsibility in voluntary

organizations), e.g.: trekking

Specify in what context they were acquired (through training, work, voluntary or leisure activities, etc.).

Driving licence(s) State here whether you hold a driving license and, if so, for which category of (remove if not relevant) vehicle, e.g.: Category B

Additional information State here any other information which you think relevant

(remove if not relevant) (publications or research; membership of professional organizations, military information [if you judge it important to specify that you have completed military service], marital status [if you judge it important to specify], contact persons or referees [name, job title, contact address, see note below]), e.g.: Publication Article: Molecular characterization of a H3o-loaded brain cell, Immunology Quarterly, New York, 02/2002

Notes:

- do not give the address of a contact person without obtaining his/her formal agreement; it is preferable to state ‘References supplied on request’ in order not to overload the curriculum vitae;

- where appropriate, provide a brief description of your publications or research; specify the type of document (thesis, article, report, etc.).

Annexes List any items attached to the CV, e.g.:

(remove if not relevant) - copies of degrees and other qualifications, including any certificates issued at the end of training courses which did not lead to a formal qualification;

- testimonial of employment or work placement;

- publications or research; etc.

Notes:

- list the items in a logical order (e.g., place degrees or testimonials of employment together, numbering them if required) to help the reader;

- never send originals of degree or qualification certificates as these might be lost; photocopies are adequate.

Europass

Curriculum vitae

Personal information

First name(s) / Surname(s) Betty HOBKINS

Address(es) 32 Reading rd, Birmingham, B26 3QJ, United Kingdom

Telephone(s) Personal: +44 2012345678 Mobile: +44 7123456789

Fax(es) +44 2012345679

E-mail(s) hobbies@kotmail.com

Nationality(-ies) British

Date of birth 07.10.1974

Gender Female

Desired employment / EUROPEAN PROJECT MANAGER

Occupational field

Work experience

Dates August 2002 onwards

Occupation or position held Independent consultant

Main activities and responsibilities Evaluation of European Commission youth training support

measures for youth national agencies and young people.

Name and address of employer British Council, 123, Bd Ney, F-75023 Paris

Type of business or sector Independent worker

Dates March – July 2002

Occupation or position held Internship

Main activities and responsibilities - Evaluating youth training programmes for SALTO UK

and the Partnership between the Council of Europe and

European Commission

- Organizing and running a 2 day workshop on non-formal

education for Action 5 large scale projects focusing on

quality, assessment and recognition

- Contributing to the Steering Group on training and

developing action plans on training for the next 3 years.

Working on the Users Guide for training and the Support

Measures

Name and address of employer European Commission, Youth Unit, DG Education and

Culture, 200, Rue de la Loi, B-1049 Brussels

Type of business or sector European institution

Dates October 2001 - February 2002

Occupation or position held Researcher / Independent Consultant

Main activities and responsibilities Working in a research team carrying out in-depth qualitative evaluation of the 2 year Advanced Training of Trainers in Europe using participant observations, in-depth interviews and focus groups. Work carried out in training courses in Strasbourg, Slovenia and Budapest.

Name and address of employer Council of Europe, Budapest

Type of business or sector European institutions

Education and training

Dates 1997-2001

Title of qualification awarded PhD

Principal subjects/occupational Thesis Title: 'Young People in the Construction of the

skills covered Virtual University’, Empirical research that directly

contributes to debates on e-learning.

Name and type of organization Brunel University, London, UK

providing education and training Funded by an Economic and Social Research Council

Award

Level in national or international ISCED 6

classification

Dates 1993- 1997

Title of qualification awarded Bachelor of Science in Sociology and Psychology

Principal subjects/occupational - Sociology of Risk, Sociology of Scientific Knowledge/

skills covered Information Society;

- E-learning and Psychology; Research Methods.

Name and type of organization Brunel University, London, UK.

providing education and training

Level in national or international ISCED 5

classification

Personal skills and competences

Mother tongue(s) English

Other language(s)

Self-assessment

European level (*)

French

German

(*) Common European Framework of Reference (CEF) level

Social skills and competences - Team work: I have worked in various types of teams from

research teams to national league hockey. For 2 years I

coached my university hockey team;

- Mediating skills: I work on the borders between young

people, youth trainers, youth policy and researchers, for

example running a 3 day workshop at CoE Symposium

‘Youth Actor of Social Change’, and my continued work

on youth training programmes;

- Intercultural skills: I am experienced at working in a

European dimension such as being a rapporteur at the CoE

Budapest ‘youth against violence seminar’ and working with

refugees.

Organizational skills - Whilst working for a Brussels based refugee NGO ‘Convivial’ I organized

a ‘Civil Dialogue’ and competences between refugees and civil servants at

the European Commission 20th June 2002.

- During my PhD I organised a seminar series on research methods.

Computer skills and competences Competent with most Microsoft Office programmes and some

experience with HTML.

Additional information PUBLICATION

‘How to do Observations: Borrowing techniques from the Social Sciences to help Participants do Observations in Simulation Exercises’ Coyote EU/CoE Partnership Publication, (2002).

PERSONAL INTERESTS

Creating pieces of Art and visiting Modern Art galleries. Enjoy all sports particularly hockey, football and running. Love to travel and experience different cultures.

SAMPLE AUTOBIOGRAPHY

I was born in 1955 in Madison, Wisconsin. My mother was an accountant and my father worked in the dairy industry. I grew up with my two older brothers and one younger sister. When I was ten, my father died. Then we moved to Bridgeton, where my grandparents lived.

I graduated from high school in 1975. Then I went to college and studied Spanish. In my junior year, I went to Spain to study. After college, I went to Colombia to teach English. I met my husband there. He was also a teacher.

Two years later, we came back to the USA and got married. Then I got a job teaching English as a second language in Bridgeton. In 1983, my son Andy was born. I took off a year from work.

Three years later, mu husband and I got divorced. The year after that, I got an extra job teaching part-time at the Westside Community Adult School. I really like teaching adults.

SAMPLE APPLICATION

169 Corhill Place,

London #1 1RL.

David Ansell

Intertours Europe

276 Brompton Close

London SW9 6AB

(909) 555-5555

george.ley@email.com

Date

Dear Mr. Gilhooley,

I wish to apply for the position of Assistant Contracts Manager, advertised in the Travel Gazette on 14^th March. As requested, I am enclosing a completed job application, my certification, my resume, CV and three references.

As you will see from the enclosed Curriculum Vitae, I spent two years working for Thomsons as an on-site representative in Tunisia and Turkey. During this period I gained an intimate knowledge of the hotel industry in both countries and I feel I’m ready for this new challenge.

At present I am doing the English for Tourism course at Westminster College.

French is my first language, but I also speak Spanish quite fluently.

I can be reached anytime via email at george.ley@email.com or my cell phone, 909-555-5555.

Thank you for your time and consideration. I look forward to speaking with you about this employment opportunity.

Sincerely,

First Name, Last Name

__________

General outline for a cover letter

Applicant’s Address

City, State, Zip

Date of Letter

Use complete title Employer’s Name and Title

and address Address

City, State, Zip

If possible, address Salutation:

it to a particular person Opening Paragraph: State why you are writing, name the

position or type of work for which you are applying and

mention how you heard of the opening or organization.

Make the addressee Middle Paragraph(s): Explain why you are interested in working for

want to read your resume. this employer and specify your reasons for desiring this type of work.

Be personable and If you have had relevant work experience or related education be sure

enthusiastic. to point it out, but do not reiterate your entire resume. Emphasize skills

Be brief but specific; or abilities you have that relate to the job for which you are applying.

your resume Be sure to do this in a confident manner and remember that the reader contains details. will view your letter of application as an example of your writing skills.

Top and bottom

margins should

be equal.

Closing Paragraph: You may refer the reader to your enclosed resume

(Which gives a summary of your qualifications) or whatever media

you are using to illustrate your training, interests and experience.

Have an appropriate closing to pave the way for the interview.

Closing

Sincerely,

Always sign letters

Your name typed

If a resume or other Enclosure

enclosure is used,

note in letter

SAMPLE COVER LETTER I

You can use the

same heading as

your resume for a Kevin Downey

uniformed look. 8651 South Howell Avenue Oak Creek, WI 53154 414.768.8876

kbdowney@aol.com

March 25, 2007

Don’t guess the Mr. Chris Dunkin

gender on Director of Human Resources

ambiguous first Upscale Corporation

names. 6201 Washington Avenue

Whenever Racine, WI 53406

possible, send

letter to specific Dear Mr. Dunkin:

person, not “Hiring

Coordinator.”

I am very impressed with the recent growth of Upscale Corporation, so it was with great interest that I read your advertisement in The Milwaukee Journal Sentinel. I will be graduating from Carthage College in June with a degree in Marketing. Please accept the enclosed resume as indication of my interest in a sales representative position with your company.

Highlight a few key

points and As part of my degree requirements, I have taken courses in marketing,

accomplishments. advertising, and management. All of these courses, combined with my

Avoid simply liberal arts education, provide me with a strong foundation for a career in

restating your sales. Additionally, I worked as a sales trainee with XYZ Industries for the

resume. past two summers. This work experience provided me with the opportunity

to closely interact with retailers in the distribution of XYZ products.

Through persistence, hard work, and my ability to relate well with people, I

was able to contribute to a Quantify as much as possible 50 percent increase in

sales. I believe my educational background and experience fit well with the

expectations your corporation has outlined for the vacant sales representative

position. I welcome the opportunity to further discuss my qualifications with you.

Indicate an active I will contact you within a few days to discuss a possible interview.

means of follow up. Thank you for your consideration.

Do what you

say you will!

Don’t forget to sign your letter. Sincerely, Kevin Downey

Encl.

SAMPLE COVER LETTER II

John Reid

This is an

example of a 11229 Oak Street

standard

professional Pleasant Prairie, WI 53158

business letter (262) 942-6768

heading. reid@carthage.edu

May 5, 2007

Dr. Claudia Thompson

Director, Research Operations

BioTech Advantage

2133 Half Day Road

Lincolnshire, IL 60052

Use your Dear Dr. Thompson:

networking

contacts as At the suggestion of our mutual friend, Professor David Hill, I am writing to

much as you today to express my interest in working in the Research and Development

possible in your division of BioTech Advantage. I will be receiving my Bachelor of Arts degree

job search. in biology from Carthage College at the end of this month. I have enclosed my

resume for your review.

As your website indicates, BioTech Advantage seeks hardworking, flexible individuals with exceptional scientific knowledge and problem solving capabilities to serve its clients. As you can see from the attached resume, my particular skills and interests include:

• Summer internship experiences in both Research and Development at

Abbott

You may elect to Laboratories and the Medical Lab at St. Luke’s Hospital

use a bulleted list • Honors in Senior Thesis “Asexual Reproduction in Clonal Genotypes in

in your resume Haliplanella lineata”

instead of a • Advanced lab skills including spectrometry, PCR, Gel Electrophoresis,

paragraph form. DNA and RNA Isolation Techniques, Light and Electron Microscopy

This allows you to • Knowledge of laboratory sterilization and safety procedures

showcase your • Strong computer skills including SPSS, HTML, and Java capabilities

main selling points • Excellent communication skills, leadership potential, and the ability to

in a format that is easy to read. manage my time effectively.

I believe that my unique combination of skills and experiences would fit well with the demands of the position. I am greatly interested in the field of medical biology and understand that BioTech Advantage is making great strides in the advancement of medical technology.

Dr. Thompson, thank you for your time and consideration. I would be delighted to meet with you, at your convenience, to discuss our mutual goals. I will contact you early next week to confirm receipt of these materials. I look forward to speaking with you.

Sincerely, John Reid

Enclosure

SAMPLE INTERNSHIP COVER LETTER

Erica R. Smith

erica83@yahoo.com

Carthage College Box 777 1252 Green Bay Road

2001 Alford Park Drive Highland Park, IL 60043

Kenosha, WI 53140

When writing a January 19, 2007

business letter to a

woman, always Ms. Carrie Brown

use the title “Ms.”, Hiring Coordinator

regardless of her Windy City Events

marital status, 16 East Pearson Street

unless she holds a Chicago, IL 60610

professional title

such as “Dr.” Dear Ms. Brown:

I am writing in response to the Communications Intern position that was posted on www.monstertrak.com. I am a junior at Carthage College and am interested in interning at Windy City Events beginning in early June, earning credit for the summer term.

For internships, An internship at Windy City Events would compliment my

indicate for which communications coursework. As my resume indicates, I possess excellent

term you would experience in special events planning. As Social Chair for the Residence Life

like to work. Council, I organized a successful “Campus Carnival 2007,” an outdoor event in which 47 different student organizations hosted game booths with profits donated to a charity of the organization’s choice. This event, the Quantify as much first of its kind at Carthage, attracted over 500 students and raised close to $4,000 as possible. Through this experience of motivating other students, coordinating details with vendors, and publicizing the event, I realized my talent for event planning. I have also been actively involved in other student organization while effectively balancing my academic work.

You may elect to

include an I am highly organized, detail-oriented, and creative. My peers would

additional describe me as enthusiastic and hard working. I am eager to learn the

paragraph different facets of event planning and believe that you would be

impressed outlining your with my work ethic and interpersonal communication skills.

personal skills and

characteristics.

Thank you for your time and consideration. I will be contacting you in early February regarding a possible interview date. Should you have questions before that, please feel free to contact me.

Cordially, Erica Smith

The “Encl.”

abbreviation

indicates that

additional

materials (such as

your resume) are

enclosed with this Encl.

letter.

SAMPLE COVER LETTER III

Ray J. Johnson

125 Pearl Street

St. Joseph, MO 64507

October 1, 200XX

Mr. Marvin Paterson, Manager

Hewlett Packard

16399 W. Bernardo Drive

San Diego, CA 92717

Dear Mr. Paterson:

In December 20XX, I will be graduating from Missouri Western State University with a Bachelor’s Degree in Electrical Engineering Technology. I am writing to explore the possibility of employment as a Control Systems Engineer at your San Diego facility. Early in my coursework at Western I seriously began considering future employment with Hewlett Packard. We use a number of your products in our laboratory work, and their design, precision and reliability are impressive. More recently, however, I noted in a professional computing journal that you are undertaking a new project to apply microcomputers in automatic control systems. Many of my electives were in the fields of control systems and computers, and I worked for three summers in microcomputer applications. I believe that I am well qualified to begin working on your new project; I know that it is directly related to my interests.

The enclosed resume details my educational background and experience. I will be in the San Diego area the week of November 1st and could be available for an interview, if convenient. In the meantime, if you need any further information, you may contact me at 816.277.2222.

I look forward to hearing from you soon.

Sincerely,

Ray J. Johnson

Enclosure

Irma Smarty

34 Hyper Drive

Fast Track, MO 64999

816.923.4567

April 15, 20XX

Dr. Jonas Barkley

Spelling Research Institute

4 Market Drive

Elmo, MO 64888

Dear Dr. Barkley:

Thank you for taking the time to talk with me at length on the telephone yesterday regarding the research assistant position at Spelling Research Institute. I appreciate the candid and enlightening information you shared with me regarding this position and your research project. I am very interested in the research position because I have not only assisted I a major research project with Professor Richard Austin at Missouri Western State University, but have conducted three market research projects for businesses in the St. Joseph area. I have enclosed a summary of each of these projects for your review.

I look forward to meeting you in person and hope that we can schedule an interview soon. If you need any further information you may reach me at 816.555.2222.

Again, thank you for your consideration.

Sincerely,

Irma Smarty

Enclosures

606 Central Avenue

St. Joseph, MO 64321

April 19, 20XX

Ms. Janice Jones

Vice-President of Public Relations

The Hart Agency

1000 Main Street

Kansas City, MO 64123

Dear Ms. Jones:

Thank you for the interview on Wednesday April 18th with the Hart Agency. I am very interested in the position as Communications Director and I hope that the interest is mutual.

I would consider it a privilege to join your firm. My background in crisis management along with my experience in political campaigns is parallel to the qualifications you are looking for in a candidate for this position. I know I could make a significant contribution to your team.

If you have any questions, please call me at 816.333.4545. I look forward to the opportunity to discuss further the Communications Director position at the Hart Agency and would welcome the opportunity to show you samples of my work.

Sincerely,

Brad Simpson

James Taylor

44 Lyric Street

St. Joseph, MO 64577

April 15, 2003

Mr. Jon Stewart

Universal Publishers

1000 Cedar Street

Kansas City, MO 64888

Dear Mr. Stewart:

I am writing to confirm your offer to join Universal Publishers as a technical writer. I am pleased to have been selected and accept the position at an annual salary of $30,000.

I understand that my start date will be Monday, May 15th. In the meantime, if you need any further information, you may contact me at 816.456.7777.

Thank you for your consideration over the past few weeks. I am looking forward to this new opportunity with Universal Publishers.

Sincerely,

James Taylor

721 Sutler Street

St. Joseph, MO 64567

April 15, 20XX

Mr. Ronald Waterman

Allied Communications, Inc.

6 Front Street

Kansas City, MO 64222

Dear Mr. Waterman:

Thank you for your consideration over the past few weeks. I was very impressed with your facility and operation. However, I have decided to decline your offer for the position of Production Manager. Allied Communications, Inc. is an impressive company and a leader in the field of communications technology. I know you will continue to make great strides.

Again, thank you for your time. It was a pleasure to meet you and the members of your team.

Sincerely,

Anne Finch

DECLINING AN OFFER

64 State Street

St. Joseph, MO 64509

April 15, 20XX

Mr. Charles Parker

Silvan Promotions, Inc.

421 Watson Place

Kansas City, MO 64255

Dear Mr. Parker:

Thank you so much for offering me the position of Marketing Manager with Silvan Promotions, Inc. Although it was a difficult choice for me, after careful consideration I decided that another offer was more compatible with my career goals.

I appreciate the time you spent with me. I hope that the candidate whom you select works out well for you.

Sincerely,

Maureen Collins

5344 Hudson Street

St. Joseph, MO 64545

April 15, 20XX

Mr. Fred Harvey, Manager

Pizza Hut

33 Main Street North

Savannah, MO 64321

Dear Mr. Harvey:

I am writing to let you know that I will be resigning my position as Assistant Manager for Pizza Hut effective April 30th.

I have enjoyed the experience of working for Pizza Hut over the past four years and I especially appreciate your guidance and understanding while I completed my college degree. It has been a privilege to be associated with such a great team of employees.

Thank you for your support. It is greatly appreciated.

Sincerely,

Jane Ann Miller

Sample Rejection Letter

Sandra White

1919 – 15 Avenue

Kenosha, WI 53140

June 10, 2007

Mr. Thomas Dunn

Director of Recruiting

Johnson and Sons

1520 Locus

Kenosha, WI 53140

Dear Mr. Dunn:

Thank you for the offer of employment as sales representative with your company. Your confidence in me is greatly appreciated.

You have a fine organization and there are many aspects of the position which are very appealing to me. However, after careful consideration, I have decided to accept another position which more closely meets my long-term goals.

I want to thank you for the consideration given to me. It was a pleasure meeting you.

Sincerely,

Sandra White

Sample Withdrawal Letter

Dan Block

2633 North Hamden Court #3N

Chicago, IL 60614

773-534-6651

dblock@carthage.edu

April 2, 2007

Mr. Dave Schultz

President

Graphic Production

PO Box 2199

Oak Park, IL 60303

Dear Mr. Schultz:

I am writing to inform you that I am withdrawing my application for the graphic design position with your company. As I had indicated earlier, I have been exploring various employment options.

After careful consideration, I have decided to accept another position which more closely matches my career interests.

I want to thank you again for the interview. It was an honor to be considered for the position. Graphic Production is a fine organization and I wish you well.

Sincerely,

Dan Block

Specimen of Business Enquiry Letter

Siam Computer Company

July 31,2007

 Orchid Hotel

156-160 Alexandra  Road, Bangkok, 10000

Dear, Mr. Thomson Wiley

I am writing to enquire whether we would to like to know about detail information your hotel for annual banquet on August 24, 2007, from 6.30-10.30 p.m.

You are started thinking about a good place to hold it .We want to know about such things as the availability of parking [for the expected 50 cars] and the various menus, dining rooms and other banquet facilities along with the charge of these services. Could you please send a brochure and picture of the room foe me? How many people are expected? What alternative dates may be available? How about the size of the rooms, the number of people who can be accommodated in them? Have are you discount for reservation?

Thank you for your help. I am looking forward to hearing from you.

Sincerely

***

***

Specimen of Quotation Letter

Your Company Name or Letterhead Address City, State Phone, Fax, e-mail, website

Date

To,

Dear :

It was really nice to know your requirements of ( ) and as per our discussions I had with you the other day, I am enclosing here with our preliminary quotation for your consideration.

I believe this includes all specifications, options and terms we discussed. If not, please let me know the missing part so I may revise the quotation to meet your needs.

If all is in order, let me know how and when you wish to proceed. As discussed earlier, I can offer you an assurance of our policy of best quality and sensible prices with prompt and professional services.

Please note that the prices offered in this quotation are valid for 90 days from the time of receipt. Please call me if you have any questions or require additional information.

Sincerely,

Sales Manager

Encl: Price List & Terms and Conditions

Task 14. I. Which of the following statements about business enquiry letters do you consider to be correct?

i. By writing these letters, a buyer gets information about the prices of goods.

ii. In business enquiry letter the writer cannot ask for sample of goods.

iii. Here the writer doesn’t give information about the quantity of possible purchases.

iv. The seller supplies the relevant information to the buyer through such a business letter.

v. Letter written in response to business enquiry letter is called Quotation letter.

Specimen of Order Letter

Tel. 3241053 M/s Acron Electricals E-mail: elc@acr.vsnl.net.in

Fax. 3244155 22/c, Main Road Website: http://www.acronelc.com

Darya Gang, New Delhi-2

Ref. PR/F/2002/32 Dated: August 22, 2002

M/s Bharat Fans

Bharat Complex

Hyderabad Industrial Estate

Hyderabad - 500032

Subject: Your letter of quotation No. SL/F/2002/12 dated August 10, 2002

Dear Sir,

Many thanks for your prompt reply to our enquiry letter of July 27, 2002. As we find your prices and terms quite reasonable, we wish to place a trial order as per the list enclosed. As pointed out in our enquiry letter, quality is important. Should the goods meet our expectations, substantial orders will follow. Payment will be made within the time limit prescribed in your quotation letter.

Thanking You,

Yours faithfully,

For M/s Acron Electrical

Sd/- (A.B.Kumar)

Encl: Order List Partner

Offer Letter sample format

<Employee Name> <Address> <City, State, Pin>

Dear Mr./Ms. <Name>,

It is my pleasure to extend the following offer of employment to you on behalf of <Company Name>, further to the interview and discussions you have had with us. You are expected to join duty on <Date> <Month> <Year>.

You are appointed to the position of <Designation> and in this capacity, you will report directly to <Supervisor Name>. As <designation>, your starting monthly remuneration will be Rs 00,000/- (Rupees ……..Thousand Only). You will be on a probation period of six months.Your working hours start from <Start Time> to <End Time> with one hour break a day and you are scheduled to work through <Day> to <Day>, which is <Total hours> hours a week.

After successful completion of the probation and review thereof, you will be entitled to other allowances and benefits whatsoever as per policies of the organization. Regular performance reviews will be done to assess your suitability. You shall receive your payments on or before the <Date> of every month. Offer stands canceled in case of any deviations in information or if you fail to report to me on or before pre-decided date. I will have to assume that you have not accepted this job offer if I do not hear from you before <хххххх>

You will need to submit all your original qualification documents, relieving documents and salary slip (if any) of last three months with a copy of each, on the date of joining.

I look forward to an enduring relationship with your self.

Yours sincerely,

<Name> <Designation> <Company Name> <Date>

Specimen of Complaint letter

7^th December.

The Customer Relations Dept

Exotic Destinations

Pacific House

Randolph Way

London W1Y 8QT

Dear Sir,

My husband and I have recently returned from one of your Golden Group holidays in Tunisia. We chose this holiday in preference to many others as we were assured both in the brochure and by your agency staff that this particular package catered for retired couples like ourselves. We understood that our specially organized activities would be run by mature friendly hostesses. However on arrival at our destination we were met by a very youthful rep who very curtly told us that there were only two other people on the golden group package and that, as a result, we could join in the activities organized for other groups or fend for ourselves. Since our tastes do not include hard rock or late-night pub crawls we asked to be moved to another hotel. We were told that if we did this it would have to be at our expense. As a result we decided to stay where we were and to organize our own entertainment.

Now that we have returned home we feel obliged to draw your attention to our deep dissatisfaction with the service we received. Not only were we deceived by the information in your brochure but we were not properly treated by your staff in the resort.

We hope that this matter will be rectified to our satisfaction in the near future and look forward to hearing from you shortly.

Yours faithfully

Katherine Hopper

Specimen of Recovery letter

Tel. 508632-35 M/s Bharat Fans E-mail: bh@fan.vsnl.net.in

Fax. 508600 Bharat Complex Website: http://www.bhfan.com

Hyderabad Industrial Estate

Hyderabad - 500032

Ref.-SL/F/2002/12 Dated: December 10,2002

M/s Acron Electricals

22/c, Main Road

Darya Ganj, New Delhi-2

Subject: Recovery of dues

Dear Sir,

We believe that the payment of our bill No. 1713 dated September 2, 2002 must have escaped your attention. As the payment is due since long, we would appreciate if you send us your cheque immediately. Please let us know whether payment is being withheld for some special reasons.

Thanking you,

Yours faithfully,

For M/s Bharat Fans

Sd/-

(Des Gupta)

Sales Manager

Task 15. Fill in the blanks with suitable words.

(i) On receipt of defective goods, the buyer writes __________ to the seller.

(ii) On finding that the goods have been damaged in transit, the buyer writes complaint letter to _______.

(iii) Aim of recovery letter is to ______________ from the buyer.

(iv) Complaint letter is written by the______________ to the ____________.

(v) Recovery letter draws the attention of the buyer towards the _____________.

Task 16. Answer the following questions.

1. What is meant by business correspondence?

2. How is personal correspondence different from business correspondence?

3. Explain the importance of writing a business letter.

4. Describe the inner and outer qualities of a good business letter.

5. What is meant by Enquiry letter? What are the points one should remember while writing an enquiry letter.

6. Explain the various parts of a business letter with the help of a specimen.

7. What is meant by Quotation letter? How does it different from enquiry letter?

8. What is meant by Recovery letter?

9. What is meant by Order letter? Give a specimen of an order letter.

10. What is meant by Complaint letter? Under which situations is a complaint letter written?

11. State the important points one should keep in mind while writing a complaint letter in business.

The following advertisements may illustrate this information:

Sample Walk-In Business Memo

Attention:

Due to the recent incident which has created tremendous damage in the line because of just little misunderstanding between 2 persons, our line has been demoted to its present status.

In view of this, we will be having a meeting at exactly 4:00 o’clock in the afternoon at the function hall. Your attendance is a must.

Agenda: values in the line, proper protocol, employee relationship.

_____________________

_____________________

_____________________

_____________________

_____________________

This walk-in business memo will then be delivered to all the people concerned. The messenger will be the one to give this memo personally to the people concerned and the messenger will let these people to sign their name in the lines provided.

1.4. Business correspondence etiquette tips.

ELECTRONIC COMMUNICATION.

TELEPHONE

Be prepared

• Paper and pen/pencil should always be at hand and remember who you called (don’t do other things while on the phone like checking email --they can hear you!).

Answer promptly

• Calls should be answered at the end of the 1st ring, no later than the 3rd ring.

Be Pleasant

• Project your best self over the phone; smile even though they can’t see you!

Identify yourself

• Identify yourself immediately as well as the reason for your call. (Example: “Hello, this is Sallie Smith, a current student in the HSMP program at OSU. I am calling in response to the fellowship at your organization.”).

Respect other’s time

• Ask for the person’s time after you identify yourself. (Example: “Do you have a minute” or “Is this a good time to talk?”) MOST people do not display this courtesy!

When you need to leave a message

• Display the same courtesy to the administrative assistant as you would to the person you are trying to reach. Try to address the person by name (Example: “Thank you Ms. Harlow. I look forward to hearing from Ms. Stone.”).

• If you do not hear back from Ms. Stone and you call back, only to speak with Ms. Harlow again, ask for her assistance (Example:, “Ms. Harlow, I would really like to speak with Ms. Stone about the hiring decision. Could you suggest a better time to reach her?” If she offers advice, take it. When you call back, only to speak to her again, say “Ms. Harlow, this is Amy Taylor. I spoke with you earlier this morning. I am calling back at this time, as you suggested, to speak with Ms. Stone.”).

• If you treat them with respect, chances of getting your foot in the door are much better!

How to get your telephone calls returned promptly

• When calling someone, be as specific as possible about when you can be reached. This will show the utmost professionalism.

• Ask rather than just put someone on hold (and don’t put them on hold for any longer than 60 seconds!) Example: “Let me get that information for you. May I put you on hold?” Much better than saying “Hold on please.”

Be respectful

• Let the person know that you appreciate his/her patience.

• When returning to the line, demonstrate your appreciation for the person who has been on hold by saying “Thank you for waiting…”.

5 Most commonly made telephone courtesy faux pas:

1. Hanging up instead of apologizing first when you reach the wrong number.

2. Saying “He/she has my number” rather than leaving it, when the person you are calling is unavailable.

3. Not returning calls PROMPTLY (24-48 hours from the time it was received).

4. Putting someone on a speaker-phone without asking permission.

5. Recording a “cute” message on your answering machine.

Voice mail

• Personalize your message greeting. No cutesy messages or music!

• When leaving a voice mail message, be clear and CONCISE and smile. Provide the times and days you’ll be available. By doing so, you’ll be surprised how much quicker your calls will be returned. Also, repeat your name and phone number at the end of the message. Example: Good morning, Mr. Johnson. My name is Abby Smith with the HSMP program at OSU. My phone number is 614-292-5555 and I will be available at that number between 1:00 – 3:00 p.m. today. I am calling about the fellowship opportunity that was posted in the HSMP department and have some questions. Once again, my phone number is 614-292-5555. Thank you. I look forward to hearing from you.”

• Always leave your phone number, no matter how many times you have talked to or left messages with this person. You will be assured that they always have your phone number at his/her fingertips, instead of having to look it up each and every time. If you received 4 voice mail messages and only 2 of the people left their phone numbers, whose calls would you return first?

MOST COMMONLY-MADE VOICE MAIL FAUX PAS

1) Speaking too fast.

2) Assuming the person retrieving the message knows who you are.

3) Not recapping the message to which you are responding.

4) Leaving confidential information on a voice-mail message.

5) Not checking it regularly.

6) Not planning on what you are going to say before leaving the message.

7) Not making a point to leave your phone number at the beginning of the message as well as at the end.

8) Leaving a voice-mail message for an office colleague instead of going over and talking to that person.

9) Not leaving a clear and concise message or a time when you can be reached.

CELL PHONE ETIQUETTE

• Make your message professional.

• Always answer by saying your name.

• When you have passengers in the car, use the cell phone sparingly, if at all.

• When calling someone else’s cell phone, identify yourself and ask if it’s a good time to talk.

• Remember the clock is ticking when someone is using a cell phone. Discuss only pressing issues.

• If you get a call when you are driving, PULL OVER!

ELECTRONIC COMMUNICATION

Chances are good that you will be using email for part, if not all, of your job search written communication. Here are several suggestions for ensuring clear, effective, and professional electronic communication:

Sending Email to Employers

Make your subject line as specific as possible (i.e. “Resume for Management Trainee Opening,” “Follow Up from Interview 6/14/07,” etc.). Avoid subject lines that are too general such as “Job Search” or “Resume.” Some companies will ask that you reference a job title, code, or number in your subject line.

Address and sign your emails. Begin messages with “Dear Ms. Brown:” or “Mr. McNulty:” and sign your messages with your full name and contact information. If you use the signature feature of your email system, do not include unnecessary quotations.

Use plain text, not HTML email. Some systems cannot support HTML email.

Use an easy email address to decipher. While “cutiepie@aol.com” might be appropriate for informal personal communication, it’s better to use an email that includes part of your name for professional email correspondence (i.e. bgibson@hotmail.com). It’s recommended to have one email address that you check daily just for your job search. Free email accounts are readily available on the web.

Spelling and grammar count, even on email. Again, proofread your message carefully before hitting “send.”

Provide a personal name if your email system allows it. People are more likely to read an email from “John Doe” than “jd1455@aol.com.”

Don’t expect an immediate answer. Electronic mail is about dealing with communication when you are able to do so.

Issues Specific to Resumes and Cover Letters

Follow the employer’s guidelines for sending resumes. Some will indicate that they prefer attachments in MS Word, for example, and others will expect you to use the form on their website. To be on the safe side, include your cover letter, in plain text, inside the body of the email. Cut and paste your plain text resume in the body, too, using “[start of resume]” as a divider. If a company does want you to send attachments, make sure you are not sending any viruses. Since you cannot physically add your signature to your letters, you might want to add “[sent via email]” at the top of any cover letters sent as attachments.

Basic Netiquette

Do not type in all capital letters. It is distracting and considered rude. Likewise, do not use all lowercase letters either. This may be considered a sign of laziness. Take your time and craft a well thought out email message just as you would if you were sending the same message as a letter via Mail.

Keep in mind that email is a form of written communication that creates a written record. Choose your words wisely.

Break your email message into short paragraphs and leave a blank line in between each paragraph. This makes your message much easier to read.

Avoid using e-speak acronyms such as BTW (by the way) and IMO (in my opinion).

Avoid using emotions (i.e. ;-) smiley faces) in professional correspondence.

If you are replying to a previous email, include enough of that original message for context. Do not simply send a one or two word answer without any reference.

Use “please” and “thank you” when appropriate.

EMAIL

• Electronic mail is useful in bridging gaps in time, distance and also for sending information related to facts and figures. However, it shouldn’t be used for a regular substitute for that “oh so important” personal touch. A telephone calls stopping by someone’s office, and/or a handwritten note should also be used.

• Use a form of thanks in the first 12 words of the message (“Thank you for responding to my last message so promptly.”).

• Ask permission—don’t assume someone will be willing and able to assist you.

• GRAMMAR and SPELLING!!

• Always include a copy of your message when responding to other’s messages. This saves the reader the trouble of having to retrieve the message that was sent to you.

• Tailor your message: formal or informal depending on how well you know the person.

• Follow up and have a goal to return emails within 48 hours.

• Confidentiality is never secure on email so be cautious.

MOST COMMONLY-MADE EMAIL FAUX PAS

• Not checking your email regularly and not responding promptly.

• Not labeling the subject of your message to reflect message content.

• Not proofing your message with the same attention you give to a hard copy document.

• Being verbose rather than succinct in your message.

• Sending out unsolicited mass-mailings that could be considered junk email to recipients.

• Labeling a message “Urgent” so that the receiver will give it priority unnecessarily.

• Not listing a phone number or fax so that the recipient has that information.

• Trying to be humorous in your messages when it could be misinterpreted as sarcasm.

THE INTERNET

The Internet, a global computer network which embraces millions of users all over the world, began in the United States in 1969 as a military experiment. It was designed to survive a nuclear war. Information sent over the Internet takes the shortest path available from one computer to another. Because of this, any two computers on the Internet will be able to stay in touch with each other as long as there is a single route between them. This technology is called packet switching. Owing to this technology, if some computers on the network are knocked out (by a nuclear explosion, for example), information will just route around them. One such packet switching network already survived a war. It was the Iraqi computer network which was not knocked out during the Gulf War.

The Internet is a global system of interconnected computer networks that use the standard Internet Protocol Suite (TCP/IP) to serve billions of users worldwide. It is a network of networks that consists of millions of private, public, academic, business, and government networks, of local to global scope, that are linked by a broad array of electronic, wireless and optical networking technologies. The Internet carries a vast range of information resources and services, such as the inter-linked hypertext documents of the World Wide Web (WWW) and the infrastructure to support electronic mail.

Most of the Internet host computers (more than 50%) are in the United States, while the rest are located in more than 100 other countries. Although the number of host computers can be counted fairly accurately, nobody knows exactly how many people use the Internet, there are millions, and their number is growing by thousands each month worldwide.

Most traditional communications media including telephone, music, film, and television are reshaped or redefined by the Internet, giving birth to new services such as Voice over Internet Protocol (VoIP) and IPTV. Newspaper, book and other print publishing are adapting to Web site technology, or are reshaped into blogging and web feeds. The Internet has enabled or accelerated new forms of human interactions through instant messaging, Internet forums, and social networking. Online shopping has boomed both for major retail outlets and small artisans and traders. Business-to-business and financial services on the Internet affect supply chains across entire industries.

The most popular Internet service is e-mail. Most of the people, who have access to the Internet, use the network only for sending and receiving e-mail messages. However, other popular services are available on the Internet: reading USENET News, using the World-Wide Web, Social Networks, ICQ, telnet, FTP (computing abbreviation for file transfer protocol, a standard for the exchange of program and data files across a network), Skype and Gopher (In computing, Gopher is a program that collects information for you from many databases across the Internet)..

The origins of the Internet reach back to research of the 1960s, commissioned by the United States government in collaboration with private commercial interests to build robust, fault-tolerant, and distributed computer networks. The funding of a new U.S. backbone by the National Science Foundation in the 1980s, as well as private funding for other commercial backbones, led to worldwide participation in the development of new networking technologies, and the merger of many networks. The commercialization of what was by the 1990s an international network resulted in its popularization and incorporation into virtually every aspect of modern human life. As of 2009, an estimated quarter of Earth's population used the services of the Internet.

The Internet has no centralized governance in either technological implementation or policies for access and usage; each constituent network sets its own standards. Only the overreaching definitions of the two principal name spaces in the Internet, the Internet Protocol address space and the Domain Name System, are directed by a maintainer organization, the Internet Corporation for Assigned Names and Numbers (ICANN). The technical underpinning and standardization of the core protocols (IPv4 and IPv6) is an activity of the Internet Engineering Task Force (IETF), a non-profit organization of loosely affiliated international participants that anyone may associate with by contributing technical expertise.

In many developing countries the Internet may provide businessmen with a reliable alternative to the expensive and unreliable telecommunication systems of these countries. Commercial users can communicate over the Internet with the rest of the world and can do it very cheaply. When they send e-mail messages, they only have to pay for phone calls to their local service providers, not for calls across their countries or around the world. But who actually pays for sending e-mail messages over the Internet long distances, around the world? The answer is very simple: an user pays his/her service provider a monthly or hourly fee. Part of this fee goes towards its costs to connect to a larger service provider. And part of the fee got by the larger provider goes to cover its cost of running a worldwide network of wires and wireless stations.

But saving money is only the first step. People see that they can make money from the Internet; commercial use of this network will drastically increase. For example, some western architecture companies and garment centers already transmit their basic designs and concepts over the Internet into China, where they are reworked and refined by skilled – but inexpensive – Chinese computer-aided-design specialists.

However, some problems remain. The most important is security. When you send an e-mail message to somebody, this message can travel through many different networks and computers. The data is constantly being directed towards its destination by special computers called routers. Because of this, it is possible to get into any of computers along the route, intercept and even change the data being sent over the Internet. In spite of the fact that there are many strong encoding programs available, nearly all the information being sent over the Internet is transmitted without any form of encoding, i.e. (лат.id est – тобто)“in the clear”. But when it becomes necessary to send important information over the network, these encoding programs may be useful. Banks and companies even conduct transactions over the Internet. However, there are still both commercial and technical problems which will take time to be resolved.

Active Vocabulary

to embrace – охоплювати; скористатися

packet switching - a mode of data transmission in which a message is broken into a number of parts which are sent independently, over whatever route is optimum for each packet, and reassembled at the destination. Пакетна комутація - метод и технологія маршрутизації та передачі даних, за яким всі повідомлення розбиваються на невеликі фрагменти, пакети, кожен з яких послідовно один за одним пересилаються по комунікаційним каналам самостійно, можливо, по різним шляхам. У пункті призначення відбувається збирання пакетів. Пакетна комунікація дозволяє займати канал тільки на час передачі пакета, після чого він звільняється для передачі інших пакетів.

to knock out - вимикати електрику

fairly – доволі

accurately – точно

telnet - a network protocol that allows a user on one computer to log on to another computer that is part of the same network. Мережевий теледоступ (протокол віртуального терміналу у підборі інтернет-протоколів; дозволяє користувачам одного хосту підключатися до іншого видаленого хосту і працювати з ним як через звичайний термінал)

unreliable [ʌnrɪ'laɪəb(ə)l] – ненадійний

wire ['waɪə] 1. 1) дріт; провід; 2) телеграф; 3) телеграма; to send a wire — надіслати телеграму; 4) дротяний; 2. 1) зв'язувати (скріпляти) дротом; 2) телеграфувати

wireless ['waɪəlɪs] 1) бездротовий. 2) 1. радіо; радіоприймач by wireless — по радіо. 2) радіо- wireless station — пункт радіозв'язку 3. передавати по радіо

garment ['gɑːmənt] center – магазин одягу

to transmit [trænz'mɪt] 1) передавати; 2) відправляти, посилати; 3) транслювати

to rework – перероблювати

to refine - 1) поліпшувати(ся), удосконалювати(ся)

to remain - залишатися; перебувати в колишньому стані (на колишньому місці)

router ['rutə] - a device which forwards data packets to the appropriate parts of a computer network. Маршрутизатор (у мережі) програмно-апаратне приладдя, яке фізично з’єднує разом дві чи більше комп’ютерні мережі, передаючи пакети з однієї мережі до іншої.

route - [rut] 1. маршрут, курс; шлях, дорога

to intercept [ɪntə'sept] -1) перехоплювати (лист і т.п.); 2) відрізати, відключити (світло, воду тощо); 3) перетнути, заступити (шлях); 4) перешкоджати, заважати (комусь); 5) відділити (відрізок, дугу)

i.e. (лат.id est) – тобто

Answer the following questions:

1. What is the Internet?

2. What was the Internet originally designed for?

3. What country are most of the Internet host computers in?

4. What is the most popular Internet service?

5. Whom do you have to pay for sending e-mail messages?

The list of main abbreviations used in Business Correspondence

Перелік основних скорочень, які використовуються у діловій кореспонденції

A/C, AC, ac, C/A, ca (account current) – поточний рахунок

adds (addressed) – адресовано

adse (addressee) – адресат, утримувач

ad (advertisement), pl. ads – рекламна об’ява

a.f. (as follows) – як вказано (зазначено) далі

a.m. 1. (above mentioned) – вищезазначений; 2. (ante meridiem) – до полудня.

Appx (appendix) – додаток

Attn (attention) – до уваги (будь-кого)

B/E (bill of exchange) - тратта, перевідний вексель

B/L (bill of lading) – коносамент

CEO (chief executive officer) – виконавчий директор

co (compare) – порівняйте

Co. (company) – компанія

cont, contr. (contract) – контракт

Corp., Corpn (corporation) – корпорація

cur 1. (currency) – валюта; 2. (current) – поточний

CV (curriculum vitae) – коротка біографія

dd 1. (dated) – датований; 2. (delivered) – доставлений

Dept. (department) – відділ; 2. - міністерство

doc., dct (document), pl. docs. - документи

doz., dz (dozen) – дюжина

EAON (except as otherwise noted) – якщо не вказано інакше

e.g. (exempli gratia, лат.) - наприклад

enc., encl (enclosed, enclosure) – вкладений, який додається, вкладка, додаток (до листа і т.д.)

exc., excl. (except, excluding, exception, exclusion) – за виключенням, виключаючи, виключення

expn (expiration) – закінчення (строку)

fig. (figure) – цифра, зображення, картина, статуя,малюнок, ілюстрація, рисунок

FY (fiscal year) – фінансовий рік

h.a. (hoc anno, лат.) – у поточному році

hf (half) – половина

Hp, H.P., h.p., H/P (hire purchase) – купівля на виплат

id. (idem, лат.) – той самий

i.e., ie (id est, лат.) – тобто

incl. (including) – включаючи, в тому числі

inv. (invoice) – рахунок-фактура

IOU (I owe you) – боргова розписка

iss. (issued) - виданий; випущений (у оббіг)

l.a. (letter of advice) – авізо, сповіщення

L/A (letter of authority) – доручення, довіреність, право розпорядження

L.C.., L/C (letter of credit) – акредитив

Ld, Ltd. (limited) – із обмеженою відповідальністю

LOC (letter of commitment) – гарантійний лист

mdse (merchandise) – товари

memo (memorandum) [memə'rændəm], (pl.memoranda) 1) пам'ятна записка; 2) меморандум; 3)

дипломатична нота

M/P (mail payment) – поштовий переказ

M.T. 1. (mail transfer) - поштовий переказ; 2. (metric ton) – метрична тонна

MV (merchant (motor) vessel) – торгівельне (моторне) судно

N/A (not applicable) [ə'plɪkəbl] – не застосовний, не підхожий, не придатний (до - to) (наприклад: пункт в анкеті)

NB (nota bene, лат.) – нотабене, запам'ятай добре (позначка)

o/l (our letter) – (посилаючись на) наш лист

PA, P/A, P.A. 1.(personal assistant) - особовий секретар; 2. (power of attorney) – доручення, довіреність

p.a. (per annum, лат.) – на рік

par., para. (paragraph) – абзац, параграф, пункт

Plc, PLC (public limited company) – відкрита акціонерна компанія із обмеженою відповідальністю

PO (post office) – поштове відділення

p.p. (pages) – сторінки

pp, p.p. (per pro, лат.) – від імені і за дорученням

qv (quod vide) – дивіться (там-то)

R&D (research and development) – науково-дослідницькі та досвідно-конструкторські роботи (НДДКР)

rct, rept (receipt) – розписка, квитанція

re (regarding) – відносно

ref. (reference) – посилання

RMS (root-mean-square) – середньоквадратичний

Sd (sine die) - без дати; без числа; дата відсутня; не датовано; дата не проставлена; без зазначення дати;

SD I (від same date) того ж числа; II = S.Dak. (від South Dakota) Південна Дакота (штат США) SD for ■ South Dakota (in official postal use) ■ Swaziland (international vehicle registration)

shipt (shipment) – 1) відправка (товарів); 2) перевезення товарів; 3) вантаження (на корабель); 4) вантаж, партія товарів;

sig. (signature) – підпис

tn (ton) – тонна

urgt (urgent) – негайний

v., vs, vers. (versus, лат.) – проти

VAT, V.A.T. (value-added tax) –ПДВ: податок на додану вартість

V.I.P. (very important person) – особливо важлива особа

v.s. (vide supra, лат.) – дивіться вище

v.v. (vice versa, лат.) – навпаки

w/o (without) - без

& (and) – і, й, та (сполучник)

@ - комерційне at

# (number) - номер

Task17. Match the abbreviations with their definitions

NB the same

i.e. compare

e.g. against

p.a. important note

q.v. that is

co regarding

v.s. this year

p.m. for example

v.v. for and on behalf of

re reference

vers. see above

h.a. after noon

id. with the terms reversed

pp for each year

a.m. see another entry

ref. above mentioned

1.5. Contract. Types of a contract.

Read and translate the text about contracts in the USA. Consult the Vocabulary for the meanings of special terms.

THE NOTION AND TYPES OF CONTRACTS

The Restatement of Contracts defines a contract as "a promise or set of promises for the breach of which the law gives a remedy, or the performance of which the law in some way recognizes as a duty." In other words, a contract is an agreement that the law will hold the parties to. This preceding definition can be considered a common law definition. Common law contract principles apply to contracts involving real estate and services.

Contracts for the sales of goods are governed by the Uniform Commercial Code (UCC), which has modified the common law. The UCC defines a contract as "the total legal obligation which results from the parties' agreement as affected by this Act and by other applicable rules of law." Goods are defined by the UCC as movable personal property. The UCC is more liberal than the common law in upholding the existence of a contract. This is to facilitate commercial transactions. Additionally, the IJCC applies special rules to merchants, who are persons having special knowledge and skill in dealing with the goods involved in a transaction.

Contracts are classified in different ways. Formal contracts are governed by special rules and are divided into four types: (1) recognizances, (2) negotiable instruments and documents, (3) letters of credit, and (4) contracts under seal. A contract under seal can result from an impression from a ring, but this procedure has generally been waived and a wax impression is generally not necessary. The word seal or letters "LS" have been recognized as sufficient to constitute a sealed contract. Generally contracts require mutual promises; however, if the contract is under seal in a state which recognizes such contracts, a party seeking to enforce a contract can do so even though they have made no promise in return.

The effect of the seal has lost much of its legal force. Twenty-five states do not recognize the seal. In some states, even if contracts under seal are recognized, lack of consideration is a defense to a suit to enforce the contract. Under the UCC, a seal on a contract for the sale of goods is ineffective.

Informal contracts are those contracts not subject to special statutory rules governing formal contracts. This term does not refer to a writing, however, as an informal contract can be written. Most contracts are informal.

Contracts may also be classified as express and implied. An express contract is one in which the terms are spelled out directly. An implied contract is one that is inferred from the actions of the parties. Common law marriages are recognized in one-third of the states and they arise when a couple live together with the intent to be married regardless of their failure to obtain a license or go through a ceremony. Living together by itself is not sufficient and intent is crucial to the existence of a common law marriage.

Quasi-contracts (implied in law) are in reality not contracts at all, but rather contractual obligations imposed by law in order to avoid unjust enrichment.

Bilateral contracts are those in which there is a mutual exchange of promises. Each party is both a promisor and a promisee, as each party promises to do something and each party receives a promise. In a unilateral contract only one party makes a promise. The unilateral contract is accepted by the promisee performing. Thus, if I promise you $500 and you promise to paint my house we have a bilateral contract, assuming the other necessary elements are present. However, if I offer $500 to you to paint my house and your acceptance is to be through performance it is a unilateral contract when you perform.

Contracts are also categorized as void, voidable, and unenforceable. A void contract is one lacking a necessary element and is not a contract at all. For example, a contract to commit murder would be void. A voidable contract is one that is unenforceable by one party but enforceable by the other.

Unenforceable contracts are contracts, which were valid when made, but for some reason are now unenforceable. For example, Statutes of Limitations require actions to be instituted within certain time frames. If one party to a contract waits too long to institute a proceeding to recover for breach of contract, their action may be barred and the contract would be unenforceable.

Executed contracts are those which have been fully performed by both parties to the contract. If one party has performed his promise but the other has not, the contract is called partially executed. If neither party has yet carried out their promise the contract is executory.

Active Vocabulary:

bilateral - двосторонній

breach - розірвання, порушення умов

remedy - відшкодування

hold to - налаштовувати

modified - змінений

obligations - гарантії, зобов'язання

to uphold - захищати, підтримувати

to facilitate - сприяти, полегшувати

commercial transactions - торгoвельні угоди, операції

merchant - торговець

goods - товари

recognizance - зобов’язання

negotiable instruments - оборотні кредитно-грошові документи

letters of credit - акредитиви

contract under seal - договір, скріплений печаткою

to enforce - вводити в дію

statutory rules - встановлені законом правила

express contract - позитивно виражений договір

implied contract - договір, якого в явному вигляді не існує

intent - намір, ціль

to avoid unjust enrichment - уникати нечесного збагачення

promisor - особа, що дає обіцянку

promisee - особа, якій дають обіцянку

void contract - недійсний договір

voidable contract - договір, що може бути анульований

unenforceable contract - договір, що не має сили; незаконний

executed contract - договір, умови якого сторонами повністю виконані

executory contract - договір з виконанням у майбутньому

Answer the following questions:

1. How is a contract defined?

2. What are contracts for the sales of goods governed by?

3. How does the UCC define a contract?

4. Who are merchants?

5. How can contracts be classified?

6. What is the difference between formal and informal contracts?

7. How may contracts be also classified?

8. What kind of contracts are quasi-contracts?

9. What do bilateral and unilateral contracts mean?

10. What is the difference between void, voidable, and unenforceable contracts?

11. What are executed contracts?

Sample of the Contract

Active Vocabulary:

transaction – угода

to draw up a contract – скласти контракт

intentions - наміри

partner – партнер

to guarantee – гарантувати

obligations – зобов’язання

service – служба, послуга

license – ліцензія

patent –патент

to apply for a patent – подати заявку на патент

herein after referred to as… - надалі

Seller – продавець

Buyer – покупець

hereby agreed as follows … - домовились про наступне …

to deliver – постачати

delivery - поставка

option – вибір, право вибору

packing – упаковка

receipt – отримання

notification – повідомлення; сповіщення; оповіщення

the Buyer shall open … – покупець повинен відкрити… (дієслово shall в документах означає зобов’язання)

to confirm – підтверджувати

invoice – рахунок

invoice value – вартість рахунку фактури

Certificate of Weight – свідоцтво про вагу

Bill of Lading, B/L – коносамент (транспортна накладна)

devaluation – девальвація

to conclude a contract – укласти контракт

to sign a contract – підписати контракт

talks – переговори

to instruct – інструктувати

volume – об’єм

to drop – падати, скорочуватися

to affect – впливати

sufficient reason – достатня причина

to draw smb’s attention – привертати чиюсь увагу

to double – подвоювати

in view of – через те, що; у зв'язку з тим, що; зважаючи на те, що; з огляду на те, що

to reduce – скорочувати

subject to … (adj.) – підкорений, залежний, підвладний; той, що підлягає; залежить

negotiations – переговори

purchase – покупка, закупка

particulars – особливості, деталі

to meet requirements – відповідати вимогам

to clarify prices – уточнювати ціни

item – (тут) позиція

competitor – конкурент

to get in touch with smb. – зв’язатись з кимось

to suit – підходити

terms of delivery – умови поставки

delivery time – час поставки

acceptable – прийнятний, припустимий, допустимий

to submit – представити на розгляд

specification – специфікація

total price – повна ціна

total value –повна вартість

valid – дійсний, чинний, справжній

validity – дійсність, чинність, законність

Insurance Policy – страховий поліс

Packing List – пакувальний лист

stock – запас

to be in stock – бути в наявності

to be out of stock – не бути в наявності

to advise – повідомляти

suitable – підходящий

on behalf of… - від імені…

in due time – у призначений час

to stipulate – ставити умовою, зумовлювати

on my part – з моєї сторони; з мого боку

on the part of Mr. X – з богу пана Х

Release Note for Shipment – дозвіл на вантаження

to carry out test – проводити випробування

Task I8. Choose the correct variant.

1. Contract:

1. is an agreement that the law will hold the parties to;

2. is an agreement that is looked upon by the state;

3. is an agreement between two individuals benefiting one of them.

1. Obligation:

   1. is some kind of moral agreement;

   2. is something a person undertakes to do for a gratification on the part of the person profiting from his/her action;

   3. is the binding power of a vow, promise, oath, or contract, or of law, or of moral, independent of promise.

3. Goods:

1. is movable personal property;

2. is immovable personal property;

3. is movable and immovable personal property.

4. Merchants:

1. are persons trading overseas;

2. are persons who have special knowledge and skill in dealing with the goods involved in a transaction;

3. are persons who earn money by exchanging amount on good faith basis.

   5. Recognizance:

      1. is some recognized legal instrument that is entered into in presence of two witnesses;

      2. is some unrecognized legal instrument;

      3. is the obligation to do some act required by law which is specified there in.

   6. Informal Contracts:

a) are those contracts that are not subject to special statutory rules governing formal contracts;

b) are the contracts that are neither written nor voiced;

c) are the legal instruments concluded by the parties to a transaction which do not provide any special supervision.

5. Express Contract:

   1. is one in which terms are spelled out directly;

   2. is one that is inferred from the action of the parties;

   3. is one that is quickly executed and carried out.

6. The Parties to a Contract are called:

   1. promisor and promisee;

   2. claimant and respondent;

   3. giver and givee.

7. Void Contract:

   1. is a contract with a void;

   2. is a contract lacking a necessary element;

   3. is a contract that is unenforceable by one party.

10. Unenforceable Contract:

a) is a contract that is valid when made but for some reason is now unenforceable;

2. is a contract that was unenforceable from the very beginning;

3. is a contract that is enforceable only in a certain place and at a certain time.

Task I9. Match the English words and phrases to make comprehensible sentences.

a) voidable 1. A promise or set of promises for the breach of which the law gives a remedy.

b) quasi-contract 2. A contract under seal.

c) implied contract 3. May render contract enforceable.

d) express contract 4. Only one party makes a promise.

e) statute of limitations 5. A contract is inferred from the actions of the parties.

f) formal 6. A contract imposed by law.

g) executed 7. A promise for a promise.

h) unilateral contract 8. A contract enforceable by one party but not by the other.

i) bilateral contract 9. A contract that has been fully performed by both parties.

j) contract 10. A contract where terms are spelled out directly.

Task 20. Find the English equivalents for the following words in the text above.

Комерційний, недійсний, двосторонній, багатосторонній, письмовий, безпосередньо обумовлений, виконаний, заперечний, скріплений печаткою, договір з виконанням у майбутньому, вплинути, підтримати, полегшити, відмовитись (від права), уникати, визнавати, робити висновки, нерухомість, послуги, обіцянка, ліцензія, збагачення, вбивство, торговець, порушення, намір.

Task 21. Suggest Ukrainian translation for the given document:

Agreement договор

An agreement, consisting of four (4) pages, made between_______________

(name of tour company) Ltd, (address) (hereinafter referred to as

“The Agent"), of the one part and_____________ (hereinafter referred to as

*The Tour Operator'* (Principal)) of the other part.

Настоящий Договор, состоящий из 4 (четырех) страниц, заключен

между компанией _____(название). ______________(адрес)

(в дальнейшей именуемый “Агент”) с одной стороны, и (в дальнейшем именуемый “Туроператор) с другой стороны

Conditions of contract условия договора

1. It is hereby agreed that the travel agent will act as a representative agent of the Tour Operator.

1. Настоящим удостоверяем, что Агент будет действовать как представитель Туроператора.

2. This present agreement is valid until__________ with optional renewal.

2. Настоящий договор действителен до___________с возможностью последующего продления.

3. The Agent undertakes to provide all Ground arrangements and services to all tourists and groups, once in the country, from the Tour Operator.

3. Агент обязуется обеспечивать услуги по размещению и организации местного обслуживания, как экскурсий, круизов и т.п. для всех туристов и групп по прибытии в страну.

4. The above said is in accordance with the Confidential Rates and Appendices, attached to this

main agreement and which form an integral part thereof.

4. В соответствии с вышесказанным, к настоящему договору прилагаются Конфиденциальные Цены и Приложения, которые являются неотъемлемой частью данного договора.

Special conditions специальные условия

1. The drivers of the Agent will assist the tour Operator during transfer days and fulfill every reasonable request made by the representative/s.

i) Such requests being for the correct and proper discharge of their duties.

1. Водители Агента будут помогать Туроператору во время трансфера и выполнять любую приемлемую просьбу, переданную через представителя Агента.

i) Такие просьбы должны быть правильными и соответствующими исполнению их обязанностей.

2. All coaches and taxis used for the transfers will be clean and bear the Tour Operator's/ Agent's signs.

i) These will be provided by the Tour Operator/Agent, unless otherwise requested, and returned at the end of this agreement.

2. All drivers will be polite and tactful with the clients and be presentable.

2. Все автобусы и такси, представленные Агенту для трансферов, должны быть чистыми и иметь знаки Туроператора/Агента.

i) Знаки должны быть представлены Туроператором/Агентом, если не будут оговорены другие условия, и возвращены Туроператору/Агенту по окончании данного договора.

ii) Все водители будут вежливыми, тактичными с клиентами и выглядеть опрятно.

3. Hotel boards for client information will be provided by the Agent with their logo, unless otherwise stipulated.

3. Информационные доски (объявления) в гостиницах должны быть предоставлены Агентом с его символикой (логотипом), если другие условия не будут оговорены.

4.Hand Luggage or other private articles such as coats, cameras, handbags etc, are entirely the responsibility of the clients.

i) The Agent is not to be held responsible for the loss of such items.

4. Ответственность за ручную кладь и другие предметы личного пользования такие, как пальто, видеокамеры (фотоаппараты), сумки и т .д лежит на клиенте.

i) Агент не несет ответственности за потерю данных предметов.

5. The prices of Hotels, Transfers and Excursions given to the Tour Operator from the Agent are net and non-commissionable.

5. Расценки на гостиницы, трансферы и экскурсии, данные Агентом Туроператору, являются базовыми и не включают комиссионные.

6. It is absolutely necessary and of great importance to receive all relevant information, i.e.. terms of stay (e.g. Half Board, Bed & Breakfast), flight details, dates of stay and duration, and all other special requirements, concerning groups/individual bookings, as they come in and at least 14 days prior to clients arrival.

5. Абсолютно необходимо и крайне важно получить всю информацию относительно заказа (номер рейса, условия проживания и питания, сроки и продолжительность пребывания) и другие необходимые условия, относящиеся к бронированию для групп / частных лиц. которые должны быть сообщены не менее, чем за 14 дней до прибытия.

5. The Tour Operator must always inform the Agent of all cancellations, by fax, at least 7 days prior to any arrivals, to avoid penalty stipulations, as a rule, not more than the cost of 3 days bed and breakfast, unless mentioned otherwise.

7. Туроператор должен информировать Агента обо всех отменах по факсу, как минимум за 7 дней до прибытия клиентов, во избежание штрафных санкций, как правило - стоимость проживания в течение 3 (трех) дней с завтраком, если не упомянуто другое.

5. In order to be ahead of the competition and to maintain our competitiveness, it is essential that both parties concerned be in constant communication regarding competitors' activities.

8. Для сохранения конкурентоспособности и поддержания двухсторонних отношений необходимо постоянно информировать друг друга о деятельности конкурентов.

5. Our handling fee is $...... per adult and FREE per child per stay.

9. Услуги принимающей стороны (агента) засчитываются как $.....

для взрослого и бесплатно для ребенка за весь период пребывания.

TERMS AND CONDITIONS OF PAYMENT

СРОКИ И УСЛОВИЯ ОПЛАТЫ

1. Upon the receipt of confirmation of the tour package, the Tour Operator shall transfer to the bank of the Agent 100% of the total cost of the tour, seven (7) days prior to clients' arrival. Agent also accepts payment via corporation card of the Tour Operator.

1. После подтверждения путевки. Туроператор должен перевести на банковский счет Агента /00% от общей суммы путевки за 7 (семь) дней до прибытия клиентов. Агент также принимает оплату с корпоративной карточки Туроператора.

2. The Agent shall send by fax, pro-forma invoices to the Tour Operator, within 24 hours after having sent the hotel confirmations. The originals will be forwarded by post, unless otherwise agreed.

2. В течение 24 часов после получения полного подтверждения на заказанный отель. Агент направляет Туроператору проформу- инвойс (счет-фактуру). Оригиналы счетов будут отправлены по почте, если другие условия не будут оговорены.

3. Complete payments should be made by Bankers Swift Transfer to the Agents account, details as written below:

3. Полная оплата должна быть выполнена банковским переводом - Свифт на счет Агента, детали указаны ниже:

Асс. Name: [...]

Address [...]

4. Should there be an outstanding balance in the agent's account, and in favour of the Tour Operator, then invoices will be deducted from the ongoing current balance.

2. В случае наличия невыплаченных средств на счету Агента и для удобства Тур- Оператора - суммы будут удержаны из текущего баланса.

3. All payments related to various services rendered on the spot, including hotels by the Agent must be paid by the Tour Operator in local currency or equivalent in USD, and as stipulated above.

5. Все платежи, относящиеся к различным агентским услугам на месте, включая гостиницы, должны выполняться в местной валюте или равноценно в долларах США и как оговорено выше.

6. Invoices will provide all necessary details and will be fully documented, issued by the Agent indicating the number of clients, names, booking references, transfer destinations, dates of arrival/departure, means of transport, i.e. taxi, coach reference etc. specifying if charge is one way or two ways.

6. Счета, выписанные Агентом, должны содержать осе необходимые детали и быть полностью документированными, с обозначением количества клиентов, имен, данных заказа, трансферов, даты прибытия/отбытия, вида транспорта (такси, автобус), с указанием расценок в один конец или в два.

7. A written updated document will be forwarded to the Tour Operator in advance for prior changes on VAT (Government Added TAX).

7. Агент обязуется заблаговременно информировать Туроператора об изменении ставки НДС в принимающей стране.

8. Should at any time the Tour Operator delay or fail to forward payments to the Agent, as a result to cause problems or inconvenience to the various Associates rendering services, i.e. hotels, transfers, excursions etc., the Tour Operator will be responsible for the consequences that may arise.

9. В случае неисполнения или задержки платежей Туроператора Агенту, что вызовет проблемы или неудобства в оплате различных услуг, в том числе и гостиниц, трансферов, экскурсий и т.д.. Туроператор несет полную ответственность за возникающие последствия.

10. In case of non-performance by the Agent of the services paid by the Tour Operator, the reimbursement will be effected within 90 days from the moment of the money transfer.

10. В случае непредставления оплаченных Туроператором услуг, возврат средств будет произведен не позднее 90 дней со дня перечисления средств.

DECLARATION / СОГЛАШЕНИЕ

1. It is hereby agreed and understood that all terms and conditions are in essence of this agreement, and any party in breach of any of the above items and stipulations, with or without any reasons, will be liable towards the innocent party for damages and/or remedies.

2. Настоящим оговорены и одобрены все условия и сроки, имеющие место в данном контракте, и любая сторона, нарушившая вышеуказанный порядок, по поводу и без. будет нести ответственность перед другой стороной за ущерб и/или последствия.

3. Both parties shall be released from their respective responsibilities under the following circumstances: Force Majeure, Economic crisis or recession, military conflicts in the host country or in the geographical area.

2. Обе стороны освобождаются от ответственности при форс-мажорных обстоятельствах, таких как экономический кризис или спад, военных конфликтов в стране пребывания или в географическом регионе.

Signature……………………………………….

Name…………………………………………..

Position………………………………………...

Date……………………………………………

TOUR OPERATOR

Or

TRAVEL AGENT

UNIT 2. KEYS TO SUCCESSFUL NEGOTIATION.

Everyone negotiates. Negotiations are an integral part of our jobs, our lives, and our relationships. We even negotiate with ourselves when we work out the relative value things. Few people understand the negotiation process and the effect attitude, people skills and dealing with conflict have in a win-win negotiation. Negotiation is a life skill and an art. As a life skill, you negotiate every day whether you are aware of it or not. As an art, it has to be cultivated and developed over time. Developing a negotiation talent requires turning our thinking around. Learn the secrets and enjoy the process instead of dreading what you might perceive as a conflict.

Today, negative comments and antagonistic attitudes are popular about negotiations. Most people look at the negotiation process as at war. Negative experiences and pessimistic attitudes lead to negativity and destructive behaviour in negotiations. The potential for a positive outcome and the development of long-standing affable relationship is tremendous.

A negotiation is a discussion intended to produce an agreement. Negotiating is a crucial step in your organization’s decision-making process and is a great way to solve problems. A conflict resolved through negotiation keeps your members happy and helps your organization run more efficiently. Here are some steps for successful negotiations:

Listen. First of all listen to those with whom you are negotiating. Hear their point of view and try not to consider their ideas as wrong. Try to keep an open mind; your ideas are not the only great ideas! Take turns with others in your organization in making points and remember to let them finish expressing their ideas. Not only listening is important, but make sure the speaker knows you are paying attention. Making small gestures, such as nodding and maintaining eye contact are some ways to show others that you are interested in what they are saying.

Define goals clearly. Express your views plainly and clearly so that others may understand what you are trying to say. Some ways to help get your points across are visuals. Handouts are a great way to reiterate your points and it helps them make a decision on what is best for your organization.

Understand the problem. Being a leader requires you to be knowledgeable in many things related to your organization. Be aware of what problem you are trying to solve, and be open to the many possible solutions. By being on top of the problems in your organization, you will be able to run it more efficiently. By resolving problems in a timely manner, you help prevent future problems while keeping those in your organization happy.

Ask questions. If you find yourself in a situation where you do not understand another’s argument, do not be afraid to ask questions. It is important to thoroughly understand all points being made. It is also important to understand the reasoning behind them. When people are not being concise, it is your responsibility to recognize this and address the matter. Questioning will not only help you understand the issue, but it will also help other members of your organization understand as well.

Consider alternatives. Be conscious of the fact that there are several ways to solve a situation, and that they all are suitable options. Listen to those in your organization and keep an open mind. If your group finds itself in a situation where they cannot find the best solution to the problem, brainstorm alternatives. A brainstorming activity is a perfect way to get great ideas fast.

Solution. When trying to reach an agreement on an issue, it is best if it comes to a consensus. It is important to have the full support of the members of your organization. If not, then the problem is not resolved and alternative solutions should be addressed. Everyone should give their appropriate input and influence the final decision. With successful negotiating, problems in your organization will be resolved and it will run more effectively.

The conditions of the arrangement are those musical notes that can certainly make your other important objectives agreeable and workable. If you know what you want you can prioritize your requirements.

Task 1. Give the Ukrainian equivalents of the following word-combinations:

Win-win negotiations, to develop a negotiation talent, to dread what you might perceive as a conflict, negative comments and antagonistic attitudes, to look at the negotiation process as at war, negative experiences, destructive behavior in negotiations, a positive outcome, long-standing affable relationships, to produce an agreement, a crucial step, to solve problems, to run the organization more efficiently, steps for successful negotiations.

Task 2. Give the English equivalents of the following word-combinations:

Точка зору, приділяти увагу, робити невеликі жести, кивати, підтримувати зоровий контакт, бути зацікавленим, точно визначити цілі, тези, повторювати, приймати рішення, керувати організацією, бути в курсі всіх проблем, своєчасно вирішувати проблеми.

Task 3. Translate the given sentences into Ukrainian:

1. Questioning will not only help you understand the issue, but it will also help other members of your organization understand as well.

2. Be conscious of the fact that there are several ways to solve a situation.

3. Listen to the colleagues in your organization and keep an open mind.

4. A brainstorming activity is a perfect way to get great ideas fast.

5. When trying to reach an agreement on an issue, it is best if it comes to a consensus.

6. It is important to have the full support of the members of your organization.

7. Everyone should give their appropriate input and influence the final decision.

8. With successful negotiating, problems in your organization will be resolved and it will run effectively.

9. If you know what you want you can prioritize your requirements.

10. Be aware of what problem you are trying to solve, and be open to the many possible solutions.

10 Tips for successful negotiations.

Many negotiations collapse because people fail to connect and communicate. These two essential elements of connecting and communicating are so basic and we often overlook them. Communication requires listening and patience. Connecting means you work to find common ground and have the same goal – to come to a mutually agreeable conclusion. These two things involve you and your organization and the other players in the negotiation. When you take a position which closes you to the opposing viewpoint or leave little room for changes to your position, you may win a point but it will likely lead to a less desirable conclusion. When you can view the other party as a colleague you gain tremendous ground. It is likely you will meet that person needs his/her cooperation. This will put a much different perspective on your communication and connectivity.

Pick up, maintain a flexible posture and realise your game plan may need to be revisited from time to time. Stay focused on the desired positive end and allow changes that need to happen during the process happen. It’s dangerous to get so brave in your plan that you lose sight of the goals. Your objectives must help rather than hinder.

Whether you are working on a joint business venture, a new job, the price of an auto or your child’s new curfew, negotiation is a key success skill. So how can you improve your negotiation skills? Here are 10 tips – so try to practice in every negotiation.

1. BE PREPARED. Preparation is the single most important element in successful negotiations. In negotiations, information is power. The more relevant information you have, the better your position is. Preparation for your negotiations can not be overdone. Allow yourself adequate time to prepare.

2. UNDERSTAND THE NEEDS OF YOUR PARTNERS. Your partner in this context is the other party in the negotiation. Your relationship with this party may not normally be described as adversarial, but for the purposes of this discussion we will view the negotiation as an adversarial relationship. Put yourself in your partner’s shoes. What would they like to gain from the negotiation? Write down as many possible goals as you can think of. Prioritize your list in the order that you believe your adversary would.

3. KNOW WHAT YOUR NEEDS ARE. What do you need out of the negotiations? More money? More flexibility? Better opportunities? Make a list of those things you would like to receive as a result of the negotiations. Refine and prioritize your list before starting the negotiation/ identify the items you are willing to negotiate and those items which are non- negotiable.

4. MOST NEGOTIATIONS INVOLVE ON GOING RELATIONSHIPS. With the exception of large purchases, most negotiations involve parties in a long term relationship. Whether the relationship is family, friends or business associates, it will be necessary to continue to deal with your partner outside the context of the negotiation. Always be sensitive to the potential impact of your negotiations on these relationships.

5. EVERY NEGOTIATION IS DIFFERENT. The key difference is the relationship you wish to have with your opponent once the negotiations are complete. When negotiating with a loved one, you may be willing to make more concessions in the interest of harmony. Keep these things in mind when creating and prioritizing your lists.

6. UNDERSTAND THE SITUATIONAL DYNAMICS. In order to negotiate successfully, you must understand the dynamics of the situation. Identify your role and the role of your opponent. Know the power positions of each role.

7. NEVER LIE. Very few negotiations are a single contact event. With the possible exception of making large purchases, most parties involved in a negotiation have continued contact after the negotiations are completed. When you are caught in a lie, and it is inevitable that you and your future credibility will be lost.

8. BE FLEXIBLE. Understand that negotiation frequently involves compromise. Look for creative solutions to the problems presented in the negotiation. Make tradeoffs in order to gain those elements you most desire.

9. WINNING ISN’T EVERYTHING. It is easy to get caught up in the competitive spirit of a negotiation. Remember that the point of negotiation is to reach a common agreement on how to move forward. While it may be possible to kick your opponent into agreeing to your terms, this does not create the mutual agreement that makes for a truly successful negotiation.

10. QUIT WHILE YOU ARE AHEAD. Too many people have to see just how far they can push a negotiation. They have to try to get just one more concession. This attitude can be a deal breaker. The best negotiations are brief and to the point. Get agreement on your major points and stop.

Active Vocabulary

negotiations [nɪˌgəuʃɪ'eɪʃ(ə)nz] - переговори

win-win – безпрограшний

to dread [dred] - 1. жахатися, страхатися; 2. жах, страх, острах

tremendous [trɪ'mendəs] - 1) величезний; приголомшливий; 2) жахливий, страшний

handout ['hændaut] - 1) теза; 2) офіційна заява для преси; 3) рекламна листівка, проспект; 4) милостиня; безплатна їжа, безплатний одяг

to reiterate [rɪ'ɪtəreɪt] - повторювати; робити знову і знову

mutually ['mjuʧuəlɪ] - взаємно; обопільно

to hinder – I. тут: ['hɪndə] перешкоджати, заважати, бути перешкодою; II. ['haɪndə] задній

affable relationship – привітні (люб'язні; ввічливі, чемні) стосунки

positive outcome – позитивний результат

to cultivate – розвивати, культивувати

to make a decision – приймати рішення

to be aware – знати, усвідомлювати (щось - of)

to resolve a problem – вирішувати проблему

thoroughly – ретельно; цілком, зовсім, до кінця; ґрунтовно; старанно

concise – стислий; чіткий; короткий (у висловленні)

to run the organization efficiently – ефективно керувати організацією

to prevent – 1) попереджати, відвертати; запобігати; 2) заважати, перешкоджати (чомусь - from)

to consider – розглядати, брати до уваги, враховувати; обговорювати

to be conscious – бути усвідомленим

brainstorm – мозковий штурм

to overlook – не помічати, пропускати, недогледіти; не звертати уваги; ігнорувати; оглядати; дивитися згори (на щось)

to pick up – 1) піднімати, підбирати; 2) поліпшуватися; 3) одужувати; поновлювати сили

posture – 1) положення; 2) стан, настрій; 3) становище

to realize – 1) уявляти собі; розуміти чітко (в деталях); 2) здійснювати (намір); виконувати (план) 3) реалізувати, продавати

to revisit – знову відвідати

to lose sight of – випустити з поля зору; загубити слід

joint business venture – спільне підприємство

adversarial [advə'sɛːrɪəl] – змагальний

adversary ['ædvəs(ə)rɪ] – (су)противник; ворог; суперник

concession – поступка, надання (чогось); взаємна поступка; концесійна угода, концесійний догорів; концесія

to complete – 1) закінчувати, завершувати; 2) комплектувати

to be caught in a lie – бути спійманим на обмані

inevitable – 1) неминучий; невідворотний; 2) незмінний

credibility – надійність, правдивість, достовірність

tradeoff – компроміс, взаємні поступки

Task 1. Give the Ukrainian equivalents of the following word-combinations:

Negotiations collapse, essential elements, to overlook, to find common ground, the same goal, to come to a mutually agreeable conclusion, to take a position, the opposing viewpoint, to lead to a less desirable conclusion, to put a much different perspective, a game plan, to lose sight of the goals, to meet the person’s needs, communication and connectivity, the desired positive end.

Task 2. Give the English equivalents of the following word-combinations:

Єдиний найважливіший елемент, володіти інформацією – володіти світом, дозволити собі, розуміти потреби своїх партнерів, протилежна сторона, поставити себе на місце свого партнера, отримати від переговорів, суперник, розставити пріоритети, більше грошей, кращі можливості, очистити, розпізнавати.

Task 3. Translate the given sentences into Ukrainian:

1. Most negotiations involve parties in a long term relationship.

2. In order to negotiate successfully, you must understand the dynamics of the situation.

3. Identify your role and the role of your opponent.

4. Very few negotiations are a single contact event.

5. With the possible exception of making large purchases, most parties involved in a negotiation have continued contact after the negotiations are completed.

6. When you are caught in a lie, and it is inevitable that you and your future credibility will be lost.

7. Understand that negotiation frequently involves compromise.

8. Winning isn’t everything.

9. It is easy to get caught up in the competitive spirit of a negotiation.

10. Quit while you are ahead. Get agreement on your major points and stop.

UNIT 3. BUSINESS ETIQUETTE IN UKRAINE?

A question mark at the end of the title means I have doubts about the combination of above words.

I was making a presentation to a high-level Ukrainian in a well-respected firm who was talking during the meeting on his mobile phone most of the time. I had been waiting for the meeting to start for 2 hours, because the manager had an “unexpected” guest. I have been invited to the restaurant by the person who, at the end of the meal was discussing how much I eat and why…

Ukraine, being part of the Soviet Union was isolated from the outside world for many years. This creates problems that have to be corrected now, otherwise integration, a popular word now, will be much more difficult. Business people who travel to Europe, Japan and U.S. already realise what makes them look different in the business environment of “developed” countries. But a lot of people still are not aware of the importance of conforming to the world’s business practices.

Following are some simple bits of advice for “beginners” which I now take the liberty of giving:

• Be on time. There’s nothing worse than wasting another person’s time. If you are late, even 10 minutes, call with apologies and explain the reasons.

• A secretary should offer coffee, tea or water to the visitor. Obviously.

• At the meeting, turn your mobile phone off. If you can’t, turn the sound off. If you can’t, explain the reason with apologies.

• Do bring enough business cards. Otherwise you will face a problem of who at the meeting will not receive one.

• If you speak Russian, Ukrainian or French use “vu” as opposed to “tu”, until it is offered by an older or superior person to use informal treatment.

• Let him/her know (you can use a translator) of the specific terms you will be using during the meeting.

• If you invited another person to the restaurant, pick up the bill. If you are being invited, order average-priced dishes and drink what the inviting party is drinking, when possible.

• Wear a suit. It is very important to make a good impression, especially if you are working with clients. The suit that suits you. The “European Suit”, a body conscious silhouette is good for young creative staff of an advertising agency, while “the Ivy League Suit” looks better on a respectable solid manager.

• If you wear a suit, don’t put on a leather/sport jacket. A topcoat is better.

• Women, as for the make-up – less is more! Some natural lipstick and mascara are enough. The same goes for jewellery – diamond necklaces are for Hollywood parties. And for god’s sake, don’t show the achievement of nail designers on your nails. They can be long, but naturally looking.

• Men, only one favour to ask you – long socks! Colour is important (dark is a requirement) but the priority is to see fabrics, not hairy calves.

• Shoes, a watch, glasses and bags are “talking” about you. Don’t buy the most expensive stuff. The biggest mistake is a massive gold “Rolex” showered on with diamonds. Elegance and taste make a difference. A person in the “creative” position may permit oneself some fashion statements.

A lot of western companies developed their own “Business Ethics Code” which is a set of rules for all employees of the firm. Among those are such simple things as dress codes and complicated issues like non-discrimination of women or gays. Failure to comply with those rules can be a reason for dismissal. But since there’s long way for Ukrainian firms to reach this point, let’s just try to endure the torture of the existing business ethics, but strive for the better. (The article by Tatiana Karpova, “The Ukrainian Observer”)

Active Vocabulary

to be isolated from – бути ізольованим від

to correct - виправляти; коригувати

to be aware of smth. - знати, усвідомлювати

to conform - зважати (на - to); погоджуватися (з - to); 2) пристосовувати(ся); 3) підкорятися (правилам)

informal treatment – неформальне ставлення, поводження

conscious ['kɒnʃəs]- свідомий, який усвідомлює

the Ivy League Suit - Костюм Ліги Плюща

fabric – тканина, виріб; фабрикат

calf (pl. calves) - литка

to be showered on with – бути інкрустованим

failure - невдача, неуспіх; провал, відсутність, брак (чогось)

to comply (with) – виконувати, поступатися; погоджуватися

dismissal - звільнення (з роботи); відставка; розпуск

to endure [ɪn'djuə] - 1) терпіти, зносити; 2) тривати

to strive (for) - старатися, намагатися; докладати зусиль; 2) боротися (з кимсь, проти когось - with, against; за щось - for)

Unit 4. Advertising in tourism Tourism Advertising: Some Basics

Tourist information proved to have an important influence on the choice of holiday destinations. An important category of promotional means used tourism as a source of information is a tourist information documents in which graphical advertising has a great importance. In a harmonious combination between an informative text and a picture suggestive of its different forms (flyers, brochures, catalogs, guides and tourist maps, posters and billboards, advertisements in the press) visualize products of interest.

Promotion activity, in fact, a business communications company interest, embodied in a transmission-reception of various information between businesses and environmental or external world. Modern companies have complex communication systems, it accomplished in various ways and feedback type mechanism.

Communication system in tourism objectives concern:

􀃎outside the company:

• use of multiple and varied forms of information and incentives to attract potential customers in order to seek the company and its supply;

• the challenge of favourable changes in the behavioural mechanism of potential clients, making the latter - through various methods of persuasion - the actual customers.

􀃎within the company: - inform their employees carefully and know their opinions and desires.

Campaigns that are intended to inform consumers about the different tourist destinations was one of the responses of firms of interest to the rising expectations of consumers on products and services of interest and demand for such diversification, so the campaigns of this kind bring to the fore features defining the attractiveness of tourist destinations, from the natural, cultural or social, suggesting that consumers may benefit most from all this (only) by calling the products and/or services of travel agencies. Printed advertising is one of the most common ways to implement advertising campaigns carried out in tourism. In essence, they involve the creation and dissemination of printed promotional materials to target audiences identified in order to achieve specific communication objectives of all three levels: cognitive (reputation), affective (attitude) and behavioural (purchasing behaviour and consumption).

Tourist Information documents - in print media advertising

The tourist advertising, is leading the primary role they have tourist information documents (leaflets, brochures, guides, catalogs) in terms of degree of use, usefulness and effectiveness, which are designed and distributed by agencies, units accommodation (individual or hotel chains), transport companies, resorts and tourist areas, tourism offices. This explains, moreover, why the printing and distribution costs of catalogs and brochures have, in general, the main share of the tourism marketing budget. They are a necessary expense, as the main sales tool for tour operators.

Brochures are advertising materials of great value. They will present in detail various tourist destinations and tourists are consulted during preparation of detailed itineraries.

Brochure is a standard tool of communication in the course of interest, providing potential tourists not only an awareness of the existence of destination, but also information, knowledge and desire to purchase travel products. The main purpose is to "transform" a tourist in the tourist potential owner by the sale of travel services. The brochure is currently the most customary support in actions to promote tourism products through advertising and special qualities from an economic:

- easily accessible to potential clients in terms of content (can be printed in any language) and transmission (can be obtained from tourist information offices, agencies, etc.., or can be sent by post to address customer);

- convenient and can be examined by the customer together with family or friends, at home, where it has free time and is willing to do so);

- truthful and surprising, can present photos and descriptions of various places of interest, infrastructure, etc..);

- quite advantageous in terms of cost compared to other media propaganda, and can be multiplied in the country in bulk and then distributed in various parts of the world;

- can be used for advertising a product so specialized travel a narrow segment of the market and for the production of undifferentiated products of interest to very broad categories of visitors.

In designing a brochure, must take into account the following elements:

􀃎information provided in the content of advertising material must cover the location and access routes units of accommodation, how to contact their degree of comfort, service diversity, published tariffs, the natural characteristics, possible routes, sightseeing in the area;

􀃎it is usually the specific season pass prices to have a positive impact on visitors, it is recommended, however, presenting separately the products of interest rates, by inserting some leaflets which allow for changes according to season, the inflation rate, etc.;

􀃎writing in several languages, translation is better to be provided by specialists in that country, who knows

best interest of the tourist areas concerned;

􀃎illustration to highlight the architecture and the interior structures of delivery, recreational opportunities, attractions, and environmental elements;

􀃎a quality photo reproduced properly in terms of graphics, has a tenfold value to the best text possible, however he would excel in superlatives, the description of "corner of heaven" unprecedented in the world etc..;

􀃎the text should have an equal role to that of photography, so he is in the work of two people's art: the artist photographer and writer.

After reading the brochure, the reader should be able to provide three benefits will be if they consume the product, to describe the key features available to it and know the services offered, operating schedules and costs targets.

Tourism professionals have found that to be distributed in about 10 tourist brochures to sell a trip. The largest German and British tour operators considered that their objective is a sale for five, six booklets. On the other hand, are producers who are satisfied with results more than modest: a sales brochure.

Travel catalog has each page designed by the same structure: a tourist destination, duration, period of operation, description of program and services of interest, one or two photos. The content of catalogs of interest consultation is recommended and tour operators’ web page for more information and reservations online, suggestions and questions can be sent to potential tourists via email.

The guides are intended to present the sights of some routes, different holiday destinations including maps, illustrations and sketches of some routes. Examples of such guides, internationally recognized, we can mention: Les Guides Bleus, Les Guides Verts Michelin Guide du Routard, Rough Guide - including advice and feedback on the quality - price of tourism services provided by various structures.

Leaflet or flyer designed communication about an event, organizing a trip, opening a travel agency or tourist structures, may have the character of a publicity release, or occasional reminder.

Display advertising is the oldest tourist promotion tool in the field and at the price of these aesthetic qualities. The giant forms (sometimes covering the walls of buildings with multiple floors), up to the minute (such as posters for display case), the poster includes typically a graphical representation showing, without attempting to prove, and requires seen, not read. The following characteristics:

→ may take the form of posters used in some agencies, tourism offices, reception structures, tourism fairs, exposure is also possible billboards or on vehicles;

→ are located in highly circulated places (airports, railway stations, subway stations, intersections, major shopping centers, stadiums);

→ show images containing information of interest exciting and short (e.g., address and phone company providing travel services).

Tourist maps are also efficient ways to use printed to advertise different destinations, products and services of interest. Major advantage of these tools is offered by their utility in guiding tourists - choosing a particular route of travel to certain places for accommodation and meals, some tourist attractions to be visited.

Most maps of interest are made as to provide all information about the types of terrain, routes and transport routes (road, rail, sea, air, etc.). Settlements in the administrative area, and their status and demographic existing borders, sightseeing present (archaeological sites, architectural secular and religious, cultural institutions), the existing tourism infrastructure (hotels and other accommodation facilities, restaurants and other catering facilities, premises and facilities for leisure, tourist information points), health units and various other public service units.

The disclosure (in particular those relating tourism) can be achieved in a technical manner, using symbols and notations established, or in an artistic manner using, if the objectives graphics, or images of their symbolic. Essential for successful use of maps is interest dissemination: normally, these maps are available and can be downloaded free by tourists at the border crossing checkpoints, in shops (especially in the souvenir) located in the area covered, tourist information points in the stands in railway stations, bus stations, airports and ports to exchange houses in different cultural and tourist attractions in the area covered, etc.. Also, maps can be distributed as promotional material by participating in various tourism agencies in tourism promotional events.

Publicity release estimates the advantage of the opportunities began to be receptive knowledge of circulation that means the audience is calling knowledge segments of the population whom it is addressed primarily.

Advertisements should be sent to potential consumers before the tourist season.

There is a specialized tourist Press, edited by tourism offices and other structures for professional travel agencies and other professionals who have a direct impact on customers (France - Le Repertoire des Voyages, L'Echo Touristique, Italy - Agenti di Viaggi, United Kingdom - Travel Trade Gazette and Travel News, the United States of America - Travel Agent in Romania - Holidays in Romania).

Signposts fulfil a major role for tour-operators and providers, provide direction as to drive potential customers and make it possible sale of holidays. Linked to these billboards have important: location, legibility, capacity and repeatability explanation provided logo.

In periods prior seasons of interest are organized travel grants, where providers and tour-operators present their offers of interest, to promote and marketing them.

Requirements of effective message in tourist advertising in printed.

In determining the content of advertisements, travel agents must take into account the preferences of potential customers to find out before a restricted range of tourism products offered, but the feeling together, properly submitted, that someone else has chosen in advance, selecting the best. Therefore, to facilitate the selection and purchase decision, the theme of the advertising message will be as simple as possible, avoiding long series of proposals and related arguments.

Content of advertisements must contain specific aspects of area attractions (landscape, historic sites, monuments of architecture, foundation treatment, beaches, lakes, folklore, folk traditions), the benefits in a resort (favorable climate, sports, medical recreation), accommodation (comfort level), the classification categories of accommodation structures (hotels, campgrounds, etc..), transport conditions, prices etc..

Photography is a major force in the handling of images and therefore affect tourism behaviour. These photographs provide information to potential consumers of tourism, information that influence their attitude destination. But we should see the tourist a passive receiver of these files, but rather, a public asset, in search of sensation and who wants to acquire as a diversified cultural baggage. Photographs advertising for a destination tourism, to be effective, must be a link between individual motivations, objectives and preferences and target destination. One of the most common reasons for a vacation is to "escape" from everyday environment and work.

Color is an important consideration in designing an advertisement in tourism, because it alone can suggest fun, exotic destinations, exciting issues occasioned by the creation of a tourist trip. For example, does not achieve the same effect on the receiver where it can be Las Vegas or Monte Carlo night in black and white or if it is playing in color, lively action and attractions. It considers itself the dominant color that is appropriate for a particular issue or suggestion, if the cruise is advisable to opt for ocean marine blue or green, for submission trips to Ireland - the green, and in Russia - red.

Table 1. Existing tourist slogans on the market

An advertisement in tourism slogan should express its essence in a concise, expressive, attractive, exciting. He turns his mission remains in memory when the potential customer and, of course, if it affects decisions.

Also, the graphics of the slogan may use certain types of characters suggestive (e.g., letter "A" in Paris can take the form of the Eiffel Tower, the letter "O" may be represented like a sun, etc..).

Regarding the information content of advertising material shows that these advertising media often do not contain sufficient concise and persuasive arguments to highlight the attractiveness of the environment factors of destination and, respectively, the companies of interest. Often the images that accompany the advertisements are invariably arranged hotel rooms with pillows shaped helmet, treatment rooms where a lady in an old robe rub back relaxed, then the slopes, lift, dining room (with towels arranged in the shape of the pillow) including two waiters in a jacket and a trophy hunter, finding all speech is, inevitably: "Hospitality and good taste" or "hospitality".

Tourism marketers should take into account that a picture quality is more than one speech, that following reception of the advertising message, target audience should remember that the objective and passed tourist advertisement must have a unique style to draw attention.

Active Vocabulary

suggestive - що викликає думки (наводить на роздуми)

to embody - втілювати; здійснювати

to accomplish - завершувати; виконувати; досягати; доводити до кінця, робити досконалим; вдосконалювати

feedback - зворотний зв'язок, зворотне живлення

diversification - розходження, диверсифікація

to bring to the fore - приводити до/ вперед, виступати

in essence- по суті

dissemination - розповсюдження, поширення; розголошення

cognitive – набутий, пов'язаний, пізнавальний

behavioural – пов'язаний з поведінкою

customary – звичайний; звичний; заснований на досвіді (звичаї)

diversity - відмінність, несхожість; різниця, різноманітність

consultation – консультація, нарада

utility - корисність; вигідність, корисна річ

to occasion – спричиняти, бути причиною; давати привід; заподіювати; an occasion - подія; випадок, оказія, нагода, можливість

Answer the questions:

1. Why does advertising have a great importance in tourism promotion?

2. How can modern companies use complex communication systems in tourism?

3. What tourist information documents does the tourist advertising involve? and What are they designed for?

4. What do brochures present?

5. What qualities should brochures have in order to promote tourism product?

6. What structure does a travel catalog have?

7. What is the difference between the guides and leaflets or flyers?

8. What role does display advertising play in tourism promotion?

9. What are advantages of tourist maps?

10. What is the importance of press release in advertising?

11. What role do signposts fulfill for tour-operators and providers?

12. What are requirements of effective message in tourist advertising in printed?

13. What specific aspects must content of advertisements contain?

14. How can photography influence on the customer’s attitude destination?

15. Why is colour so important in designing an advertisement in tourism?

16. What features should slogan have to remain in memory of the potential customer?

17. What should tourism marketers take into account that advertisement could draw attention and influence on the customer’s decision?

Insert words or word combinations given below. Translate into Ukrainian. Branding Countries: The Art of Tourism Advertising

When it comes right down to it, choosing a country to visit for your ……………. is much like choosing a product at ………….. ………..; there are many similar ………….. with comparable attributes and you've got to …….... ……… your choices to just one. ……………… has grown fat and wealthy from ………. ………… which develops over so many choices in our world. Painting a ……………. in a positive light so that it becomes more attractive to……… …………., and consequently consumed is the very essence of the advertising world. So, it comes as no surprise that advertising agencies do the same for entire countries in order to ………….. tourists. According to a ……………. …………… in this month's Travel & Leisure, advertising ………… in charge of a country's …………. …………… treat countries in the same manner as they treat cars, bottles of ketchup, or sports shoes. They must …………. their "product" and create a "reputation and ………….." in the minds of the consumer (i.e. tourist) which is unique, …………….., and consistent. Just as Volvo has spent years trying to make the word "safe" pop into your mind every time you think of their car, ………… …………. behind tourism advertising seeks to …………. similar positive attributes …………… with places like Portugal, Norway, and Alaska. Author John Cook provides two examples which you should easily…………... What do you think of when you hear "New Zealand?" Is it The Lord of the Rings? The national ………….. ………….. has spent millions of dollars …………….. the kiwi nation as the location of Middle Earth and in the process, increased tourism by 50%. Cook also discuses the great advertising campaign ………… Spain. I've been seeing the same hip ads for a number of years now with the same cool Joan Miró swirl. Every time I see this "……………." I immediately think of Spain (just as the Nike trademark makes me think of running shoes). This probably explains why I've been harboring a …………… ………….. over the last few years to ……….. to Spain as soon as possible. So, whether you ………….. it or not, marketing is indeed alive and well in the world of tourism. And don't forget, …………. of such intricately planned advertising campaigns and …………… branding efforts is you, the potential………. .

nagging urge, trademark, showcasing, appealing, brand, tourism campaign, potential consumers, tourist, perception, the brain trust, attract, the target, the grocery story, advertising, manipulative, product, vacation, return, touting, tourism board, recognize, associated, evoke, execs, fascinating article, the cognitive dissonance, narrow down, items, realize.

“TRAVEL AGENCIES CHANGING DESTINATIONS”.

Given the fact that competition in the segment of “outbound” tourism in Ukraine is on the rise, more and more domestic travel operators are reorienting their services towards the needs of Ukrainians and foreign guests travelling within Ukraine.

The results of this past summer vacationing season were proof of the optimistic forecasts that the travel activity of Ukrainians is on the rise. “At present, we are observing an annual increase in the number of orders by 15-20% on average and 30% for specific destinations,” the sales director of the Hamaliya travel company Valentina Samsonova pointed out. Foreign operators have also entered the battle for the “wallets of Ukrainians”, a recent trend that has resulted in certain changes in the alignment of forces on the domestic tourism market. According to estimates of the director of the chain Galopom po Yevrope (Galloping Around Europe) Taras Demur, at present Turkish companies have found a comfortable niche with 80% of Ukraine’s outbound tourism market, thus giving them the number one position over local travel agencies that had originally launched this segment. This year the traditional advertising promo activities of the local branches of Turkish travel agencies were accompanied by a massive PR image campaign for Turkey as a country on a nationwide scale. Specifically, this year the Ministry of Tourism and Culture of Turkey allocated US $700,000 for advertising in Ukraine and the government is confident those investments will pay off relatively quickly. Indeed, despite the fact that Turkish holiday resorts have become more expensive (on average by 40%), that country became the undisputed leader in tourism services in the summer season for Ukrainian vacationers. In addition to that, travel agencies from other foreign countries are also increasing their presence on the Ukrainian market. Among them are Egyptian companies, which have doubled their number in the past year, and we can observe many travel agencies from exotic Arabian countries and Thailand as well.

Naturally, domestic companies specializing in the most popular travel destinations are not feeling too comfortable in this segment next to their neighbors on the other side of the Black Sea. SAM Marketing Director pointed out that competing with the “foreigners” is no easy task. He commented for KW, “Operating on two markets, they have greater opportunities to vary their prices and can offer customers better deals.”

With this growing competition in the outbound tourism segment, many Ukrainian companies are forced to capture new prospective segments. The number one among them is domestic and inbound tourism. According to information at the Kyiv City Administration, last year 193,000 foreigners visited the Ukrainian capital and that number is expected to exceed 200,000 by the end of 2011. Nevertheless, far from all foreigners travelling to Ukraine resort throughout the services of travel agencies, even though they declare the purpose of their visit as “tourism”. The majority of visitors to Ukraine are either here to see their relatives, friends or are on business and simply hide the actual purpose of their visit. As a result, the average local travel agency actually only services 3,000 to 5,000 foreign travelers per year, while in the case of Ukrainian tourists the figures are somewhat higher at 5,000 to 7,000 customers. Incidentally, judging from the forecasts this difference will gradually even out. According to calculators done by the Sputnyk Ukraina agency, the flow of Ukrainians ordering tours of Kyiv or weekend tours around the country is increasing by 15% every year, while the number of foreigners coming for the same purpose is growing by 25% a year. Taking into account the high prospects of domestic and inbound tourism, the number of travel agencies willing to secure the positions in this niche markets is on the rise. Today, more than 70% of travel agencies in the Ukrainian capital offer these services, however there are still very few firms specializing in this segment.

The deterrent to the development of tourism in Ukraine is the lack of hotels at a European level and in many cases inflated prices of accommodation. Moreover, the lack of lodging is quite tangible today. For example, this summer the occupancy in Crimean boarding houses and health resorts exceeded 100%. In short, experts believe that if domestic hotel infrastructure does not undergo expansion and improvement in the nearest years, Ukrainian tourist centers run the risk of losing even their existing clients base who will reorient their travels to foreign resorts.

Task 1. Give the Ukrainian equivalents of the following word-combinations:

Outbound tourism, to be on the rise, domestic travel operators, travelling within Ukraine, the optimistic forecasts, the travel activity, to observe, an annual increase, on average, specific destinations, the sales director, to launch, foreign operators, alignment of forces, advertising promo activities, local branches, to allocate, to be confident, despite the fact, expensive, to be forced to capture, to exceed, to point out, to hide the actual purpose of the visit, to undergo expansion and improvement.

Task 2. Give the English equivalents of the following word-combinations:

Внутрішній туристичний ринок, мережа туристичних агентств, згідно з підрахунками, певні зміни, рекламна кампанія, повернення інвестицій, курорти, безперечний лідер в сфері туристичних послуг, відпочиваючі (люди які знаходяться на відпочинку), кращі угоди, беручи до уваги, великі перспективи внутрішнього та зовнішнього туризму, перешкода в розвитку туризму, нестача готелів європейського рівня, дома відпочинку, санаторії, ризикувати втратити існуючу базу клієнтів.

Task 3. Translate the given sentences into Ukrainian:

1. The competition in the segment of outbound tourism in Ukraine is on the rise.

2. More and more domestic travel operators are reorienting their services toward the needs of Ukrainians and foreign guests travelling within Ukraine.

3. Foreign operators have also entered the battle for the “wallets of Ukrainians”.

4. Travel agencies from other foreign countries are also increasing their presence on the Ukrainian market.

5. With the growing competition on the outbound tourism segment, many Ukrainian companies are forced to capture new prospective segments.

Task 4. Answer the questions:

1. What kind of competition in the tourism sphere is on rise in Ukraine?

2. What are domestic travel operators reorienting?

3. Is the travel activity of Ukrainians on the rise?

4. What foreign countries do Ukrainians often visit nowadays? and Why?

5. What kind of foreigners visits our country? and What is the purpose of their visit?

6. What problems does Ukraine have in the development of tourism?

Unit 5. Business tourism

Keys to export success.

Business tourism is a fast-growing, lucrative market segment. It requires a targeted marketing approach that packages currently fragmented offerings into coherent, flexible and easily accessible add-ons to business travel. Niche market players in tourism need to influence the amount of discretionary time business travellers spend. Creating and promoting time-efficient packaged options is a must. Successful growth in business tourism will require the co-operation of a range of domestic players, including airports, airlines and ground transportation, hotels, convention centers and tourism support services. Business travellers are most likely to take advantage of ancillary tourism activities if:

• There are readily-accessible options designed with their needs in mind (such as short tours, golf options or executive gift services).

• The quality of service they receive as business travellers is consistently high across all sectors.

• They are able to transact their business efficiently so that they have leisure time available.

• It is easy to extend their stay in terms of hotel check-in and check-out policies and visa extensions (if relevant).

• Off-site activities are known to operate on time, so travellers can arrive on schedule for business commitments.

Lesser-known destinations can raise their profile as a business destination where add-on activities are available and attractive by using the Internet appropriately.

Tourism is the world’s largest industry, responsible for more than one in ten jobs globally. In many countries, tourism has emerged as the dominant tool for economic growth. Business travel accounts for approximately 29% of all international travel. Business tourism is defined as leisure activities in conjunction with business travel. Business tourists are less cost-sensitive than leisure tourists, spending on average twice as much per day. Their purchase decisions are influenced primarily by their ability to use time efficiently within business travel schedules. As two-thirds of business travellers extend their business trips for pleasure when they can, there is enormous potential in this market. Business tourism is expected to be one of the hottest growth markets for travel industry providers in the years ahead. Many countries interested in expanding revenues from business tourism need to focus on both the individual business traveller and the meetings and conventions market.

Attracting business tourists

Business travellers typically have some free time when they are away from home. They are most likely to participate in tourism activities if the effort required is minimal and the risks are low. Hotels typically serve as the starting point in terms of providing information and tourist options. Longer-staying guests at new extended-stay hotel properties will also be looking for evening and weekend tourism options. Opportunities exist to work with hotels to develop an in-house TV channel that features activities to business tourists such as weekend tours, theatre, golf options, restaurants, special cultural and recreational events and flight departure information.

Extend hotel access

Extended hotel room access can encourage business travellers to extend their stay before or after their business meetings. The standard industry practice of delaying check-in until after 15:00 and requiring check-out by noon discourages business tourism add-ons. Some United States hotel chains now routinely offer check-in times as early as 7:00 and check-out as late at 18:00, with many hotels having established a 24-hour check-in/check-out policy that allows guests to check out a full day after checking in.

Increase hotel business centers

Another way to encourage extended stays is to provide business support facilities so that the traveller can transact business efficiently 24 hours a day. An increasing number of hotels — following the model of airline business lounges — are embracing the concept of business-class rooms that feature enhanced work space and lighting, Internet access via the TV, data ports, two-line cordless phones, and private faxes. One chain, which became the first United States hotel chain to take its business class rooms abroad in 1997, now offers such rooms in 29 countries. When coupled with 24-hour business service centers, the result is often an increase in guests who extend their stay and engage in tourism activities. Opportunities exist to work with hotels in order to upgrade their business support services.

Develop airport tourism

Often overlooked is the tourism potential for business travellers in transit at airports for more than three hours (apart from duty-free shopping). Some hub airports are beginning to offer one-hour sightseeing packages, structured so that travellers either remain in-transit or have expedited customs and immigration clearance. By offering travellers an opportunity to see a bit of the country around the airport, they may be encouraged to return for a planned stay. Tourist companies can work with the airports to make an inventory of the activities available to business travellers. Gaps to be addressed may include business centers with Internet access, exercise facilities, day rest rooms booked on a hourly basis, extended shopping options and short tours.

Attracting conventions and meetings

Conventions represent the highest incidence of business travel, and both conventions and corporate meetings are on the rise as the pace of international business accelerates. Attracting such major events requires marketing to meeting and convention planners, as well as to major trade fair organizers. The market for small, fast-turnaround meetings is also growing rapidly. There is a tremendous opportunity for many travel companies to attract meeting and convention traffic through the promotion of “off-the-beaten-track” locations, high-quality services and cost- effective options.

Tourism infrastructure for business conventions

Countries are increasingly looking for ways to enhance their attractiveness as a convention destination. For example, Subic Bay, Philippines, has converted a former United States naval base to a Filipino free trade zone, airport and meetings destination. Some 280 United States corporations have set up offices at the site with business amenities including 802 guest rooms and meeting rooms which accommodate up to 1,000 people. Beyond the hotel facilities, Subic Bay features horseback riding stables, a go-cart track, and more than 20,000 acres of virgin rainforest. The complex also offers a Jungle Environment Survival Training Camp, which operates tours by local Aeta tribesmen who trained American soldiers in jungle survival skills. A lot of countries have an opportunity to strategically position themselves to convention and meeting organizers as a world class corporate destination with “out-of-this-world” tourism potential.

Business services for tourist resorts

Upscale resorts opening around the world, as well as hotel properties being converted to conference resorts, are blending resort spa facilities with full-service business amenities. For example, a large hotel in Jimbaran Bali, Indonesia, has been designed with a business centre, multiple outdoor function areas, meeting rooms and in-room facilities such as computer outlets and larger work areas. Similarly, a new large hotel on Mexico’s Pacific coast, which boasts a butler service, is being marketed specifically as a meeting retreat for corporate chief executive officers, high-ranking government officials and international business travellers and their families. Many destinations can market themselves as cost-effective, yet exotic locales, where corporate objectives can be met in a rejuvenating setting.

Tourism packages for conventions

International trade shows and conferences attract hundreds to thousands of delegates, often from many countries. Tourism and convention planners often include tourism add-ons for delegates. These events may include city tours, golf and sightseeing as a regular part of their programmes. Golf add-ons can be particularly lucrative. A recent study by the National Golf Foundation in the United States found that golfers travelled more frequently and stayed longer than non-golfers. In an effort to fit golf into their business trips, business travellers lengthened their stay or took additional business trips in order to golf while entertaining clients. Local suppliers should explore partnerships with local trade and convention planners to develop packages for incoming delegates.

Competitive Trends

Accompanying families

A growing number of business travellers bring families on business trips. This creates an opportunity to work with hotels and convention centres to develop new offerings for children and spouses during business meetings. A world-famous hotel in Scotland, for example, has introduced a programme for children with diversions including a playroom, country club and participation in sporting activities. In London, a five-star hotel offers a “Mary Poppins package” which includes a trained nanny who will take children on sightseeing trips while parents are working. Niche companies focusing on children are appearing. One organization in New Orleans in the United States, for example, is a subcontractor to destination management companies to provide programmes for children during meetings or conventions. Most destination management companies are neither equipped nor have the desire to organize children’s programmes, and are happy to refer business to niche market players. The family market is expected to grow significantly in the next millennium, as executives working longer hours look for ways to balance work and family. Recent reports by the Travel Industry Association of America indicate that the number of people who bring children along on business trips jumped by 55% between 2006 and 2012. Many hotel properties now have facilities for children, and the number and variety of schemes is growing yearly. These hotels are competitively priced and range from “kids stay for free” schemes to discounts for individuals with children. Amenities include special children’s check-in counters, educational and child care programmes and separate swimming pools. Tourist destinations must ensure that their hotels can offer a safe and child-friendly “package” for business executives travelling with children.

Adventure travel

Executives are increasingly attracted to the adventure venue business trip, which combines team building and strategic planning needs with adventure travel. One company, for example, designs adventure vacations for organizations designed to boost morale and develop leadership in corporate employees, while providing a “perk” in the way of a rafting trip or other exciting recreational venues. Many tourist destinations already positioned in leisure adventure tourism can extend such products to the business traveller.

New technologies

Internet promotion. As in other areas of business, the Internet is becoming more important in promoting business tourism options and supporting travel arrangements. Bulgaria, for example, is promoting itself on the Internet as a business tourism destination. To attract business events, it highlights its world-class, modern facilities, recreational add-ons, quality service, a geographic location in the centre of Europe and cultural attractions. Evolving Internet technologies facilitate on-line booking directly with airlines, hotels and car rental companies. As long as applications have compatible design features, users can book flights and link parts of reservations from multiple web sites. Business tourism destinations are advised to ensure that their Internet offerings are compatible with international programming standards and to provide business-specific tourism information on their national or regional tourism web sites.

Electronic ticketing. Business travellers are becoming used to a “ticketless” environment for travel. Increasingly, travellers require only a confirmation number (obtained by phone or on-line) or a faxed document instead of an actual ticket in order to check in for a flight. Some airports now offer machines similar to automatic teller machines into which travellers can insert a frequent flyer card or credit card, select seats and obtain boarding passes. Business tourism destinations that implement streamlined technologies and processes for business travellers will be more successful in attracting them.

Computerized reservations. Computerized hotel reservation systems are making it possible to record the details of customer preference (based on special requests made during a stay) and then replicate that experience during the next visit (including assigning the same room). Opportunities exist to replicate this tracking for corporate meetings, thereby streamlining the planning process for frequent corporate users.

Industry sector specialization

Business travel support is becoming more specialized by industry sector. For example, one New York niche agency player caters to specific groups of professionals through five divisions: The Lawyer’s Travel Service, The Advertiser’s Travel Service, The Banker’s Travel Service, and The Consultant’s Travel Service.

Business alliances

Partnership arrangements are providing a seamless level of service to business travellers which is global in scope and competitiveness. For example, four alliance partners — Delta Airlines, Swissair, Sabena and Austrian Airlines — launched a meetings and incentives programme to streamline group travel arrangements to four continents. The programme allows meeting and incentive customers to make all required flight arrangements to any destination with one phone call to any of the four airlines. The programme is designed to create an easy-to-use, seamless meeting product which will help the airlines capitalize on opportunities in the booming international meetings market. Business tourism destinations can benefit from creating alliances that encourage integration of scheduling and reservation systems to provide enhanced service to their international business clients.

Security concerns

Increased concerns over security, particularly for women travellers, provide niche opportunities. Training for hotel staff on security measures, plus security services such as escorting business travellers to their rooms, may increase market share. There may also be opportunities to provide “safe” evening and weekend events such as theatre outings or tours for women business travellers. Business tourism destinations may wish to develop and provide business tourism offerings specifically for travelling business women.

Active Vocabulary

lucrative - вигідний; дохідний, прибутковий

add-ons – доповнення

off-site activities – проводження часу за межами будівлі (готелю)

business commitments - ділові зобов'язання

starting point – відправний пункт

routinely - зазвичай

to embrace – охоплювати, містити в собі, включати

cordless phones – безпровідні телефони

to upgrade - покращувати; модернізувати; вдосконалювати, підвищувати статус; просувати по службі, підвищувати ціну на продукцію без покращення її якості

to overlook - не помічати, пропускати, недогледіти; не звертати уваги; ігнорувати оглядати; дивитися згори (на щось), виходити на, в (про вікно і т.ін.), доглядати, стежити

hub airports – центральні аеропорти

to expedite - сприяти, полегшувати, спрощувати; прискорювати, пришвидшувати

customs and immigration clearance – розмитнення (проходження митниці) та імміграційний контроль

incidence - сфера впливу (охоплення)

“off-the-beaten-tracks” - ще не пройдені шляхи

high-quality services – високоякісні послуги

cost-effective option –доступний вибір

upscale resorts – розвинуті курорти

butler service – послуги дворецького

diversion – розвага, відхід, відхилення, відвертання (уваги)

to launch - починати; пускати в хід; запускати (супутник, ракету); кидати; спускати судно на воду; катапультувати; з жаром висловити

venue - місце здійснення дії

to boost - 1) рекламувати, гаряче підтримувати; 2) піднімати; допомагати піднятися; 3) підвищувати (ціну); сприяти зростанню популярності

to evolve – 1) розвивати(ся); еволюціонувати; 2) розгортати(ся); 3) виділяти

to consolidate – 1) зміцнювати(ся); укріпляти(ся); to consolidate one's position — зміцнити своє становище; 2) об'єднувати(ся) (про території, товариства); 3) тверднути; 4) консолідувати

compatible – 1) сумісний, сполучний; 2) схожий

streamlined technologies - добре налагоджені, модернізовані технології

to replicate - 1) копіювати; 2) повторювати (досвід тощо)

to streamline – модернізувати, прискорювати; раціоналізувати (виробничі процеси тощо)

seamless - цільний, без шва, з одного шматка

competitiveness [kəm'petɪtɪvnɪs] – конкурентоздатність

to capitalize – 1) капіталізувати; перетворювати на капітал, capitalize upon — наживати капітал на чомусь, мати вигоду з чогось; 2) друкувати (писати) великими літерами

Answer the following questions:

1. What kind of travel is business tourism?

2. What does business tourism require for its successful growth?

3. How can hotels attract business tourists?

4. Why can extended hotel room access encourage business travellers?

5. What kind of services and facilities do hotel business centers provide?

6. How is airport tourism being developed now?

7. What kind of other business services can upscale tourist resorts?

8. What programs and other add-ons are included into tourism packages for conventions?

9. What new offerings can hotels and business centers provide for children and spouses during business meetings?

10. What options can facilitate in promoting business tourism and supporting travel arrangements?

11. What does “electronic ticketing” mean?

12. How can computerized reservations streamline the planning process for frequent corporate users?

13. Who cares about security for business travelers?

Translate into English.

Діловий туризм (Business Travel) –напрям сучасного туризму, який найшвидше розвивається. У тій або іншій формі бізнес-туризм існує вже давно. Як про самостійний і високодохідний вид туризму про нього заговорили в Європі і США в 70-80-і рр. XX ст., а в 90-і роки ця сфера бізнесу набула особливо значного розмаху.

Замість поняття «бізнес-туризм» часто використовується англійський термін-абревіатура – MICE (англ..), що точно відображає структуру цього виду туризму, і в перекладі означає: ділові зустрічі/інсентив – туризм/конференції/виставки.

У всіх розвинених країнах існують асоціації ділового туризму, спеціалізовані видання, учбові центри, проводяться виставки цієї сфери бізнесу. Наприклад, Американська Асоціація ділового туризму «SITE» (Society of Insentive and Travel Executives), об'єднує авіакомпанії, готелі, круїзні лінії, учбові установи, конгресні центри, консалтингові і страхові компанії, фірми-туроператори інсентив-турів, транспортні компанії. Основні напрями роботи «SITE» – це маркетингова підтримка своїх членів, узагальнення і розповсюдження досвіду, видання спеціалізованої літератури.

Діловий туризм сьогодні – розвинена індустрія з обслуговування ділових поїздок. Фахівці зазвичай розглядають поняття “Діловий туризм” як бізнес-систему, що складається з чотирьох основ. Це – «компанії-замовники (вони направляють своїх співробітників у ділові поїздки)», «компанії-постачальники окремого виду послуг» (авіакомпанії, готелі, бюро з оренди автомобілів, страхові компанії і ін.), «компанії-постачальники повного комплексу послуг (туроператори) у сфері ділових поїздок» і «організації і фірми індустрії MICE».

Діловий туризм – це і поїздки за кордон на виставки і конференції і так далі, для когось – це поєднання приємного з корисним, коли вдається провести і ділові переговори і відпочити в нових місцях.

Сьогодні багато туристичних компаній успішно працюють в області організації і обслуговування конференцій, конгресів і корпоративних заходів. Вони швидко і ефективно організовують поїздки різної тематики і мети (від організації конференцій до відвідин виставки чи конкретного підприємства) як для великих груп, так і для індивідуальних клієнтів.

Організація бізнес-турів має свою специфіку. Як правило, бізнесмени планують свої поїздки за декілька місяців, що особливо актуально для «високого сезону» у виставковому бізнесі, який припадає на лютий-травень і вересень-листопад. При організації ділових поїздок як правило необхідно знайти найкоротшу стиковку авіарейсів, найближчий до виставки готель, найзручніший трансфер і тому подібне.

Основа ділової поїздки – програма зустрічей і заходів, спланованих і насичених. Туристичним компаніям без копіткої роботи з клієнтом, розуміння специфіки його професійної діяльності і чіткого бачення саме ділової мети його поїздки не обійтися. Ділові поїздки організовуються, як правило, з повною культурною і екскурсійною програмою. У стандартну програму входить мешкання, сніданки, трансфери, оформлення візи. Додатково надаються такі послуги як: акредитація на виставку або вхідні квитки, послуги гідів, перекладачів, додаткові переїзди або оренда автомобіля і багато іншого, що може бути необхідним на тому чи іншому заході. Клієнтам пропонуються спеціальні тарифи на перельоти в бізнес класі, організація VIP-обслуговування в аеропортах тощо.

Багато світових розвинутих курортів створюють додаткові високоякісні послуги для подорожуючих бізнесменів. Наприклад, готелі та конвенційні курорти можуть запропонувати добре обладнані ділові центри, конференц-зали, номери обладнані всіма необхідними для роботи технічними засобами (комп’ютерами, Інтернетом, факсом, безпровідні телефони та ін..). Деякі готелі можуть вихвалятися спеціальною послугою дворецького для зустрічі високо посадовців, виконавчих керівників та їх родин. Крім цього, організатори конвенцій часто пропонують додаткові послуги для делегатів та учасників. Це можуть бути міські тури, гольф, відвідання театрів, ресторанів. Багато делегатів та учасників конвенцій беруть із собою свої родини. Це створює можливість співпраці готелів та бізнес-центрів для розвитку нових можливостей та пропозицій родинам бізнесменів. Розроблені спеціальні програми для дітей, до яких входять такі послуги, як: досвідчена няня, яка може, навіть, проводити різноманітні екскурсії для дітей поки їх батьки працюють. Досить багато готелів оснащені спеціально для подорожуючих бізнесменів з дітьми: спеціальні дитячі стійкі для реєстрації, освітні та розвиваючі програми, окремі дитячі басейни та ін.

Діловий туризм – один з найперспективніших напрямів сучасного туризму. Високі темпи його розвитку визначають, в першу чергу, глобалізація світової економіки і «стирання кордонів». Бізнесмени все частіше шукають і знаходять ділових партнерів за кордоном. Але, відправляючись в подібну подорож, вони хочуть не просто побувати на виставці, семінарі, конференції – вони їдуть за новими можливостями для свого бізнесу.

UNIT 6. TRAVEL INSURANCE: Understanding the Various Types and Options Available

Companies are working to broaden their scope, to offer additional insurance options to their customers, to keep pace with the growth of the travel industry. The travel business is a growing industry, filled with companies that are eager to provide insurance options to their customers.

More travel insurance choices are becoming available to people as the travel institutions are branching out. This decision comes because of the increasing rise of terrorism, environmental diseases, and the outbreak of other diseases as well. Travel insurance is simply a form of financial protection offered to those who travel, both in domestic and international locations.

Newer travel agencies are allowing a full 24 hour period for the entire length of your travel arrangement. If you should happen to be in an accident, local coverage includes death, dismemberment, hospitalization, and medical expenses. Foreign coverage includes the aforementioned benefits and more.

Today's tourists now have a wide variety of insurance choices at their disposal. In the event of an accidental death due to an injury, Common Carrier "Air only" implements coverage. The fatal injury must occur when the insured is flying as a ticketed passenger aboard a commercial airline.

Having coverage for an accidental death and dismemberment is worthwhile if the injury ends up resulting in an accidental death. Compensation in these cases will go to the beneficiary. The plan that was purchased stipulates the amount of benefits to be paid.

One can even purchase Accident Medical Expense insurance to cover the cost of injuries resulting from an accident. With Accidental Medical Expenses insurance, you would be reimbursed for the reasonable expenses of medical treatment by a doctor. There are limits, though, that are outlined in each plan that your expenses may not go over.

Emergency Medical Evacuation means your insurer may be paying, based on the amounts shown in the benefits schedule, for any of the expenses that are covered. For this benefit, you must be evacuated due to your injury. Only the medical staff will make that assessment based on how serious they feel your injury is.

Repatriation of Remains typically states that the insurance must compensate for the return of your body to home. For this coverage, you must have died due to injuries sustained while traveling. Stated covered expenses under this policy include the cost of transportation, cremation, embalming, and coffins.

"Baggage and Personal Effects" coverage is recommended to compensate for difficulties experienced due to damage or destruction of personal items, and lost or stolen items. Also, these are all items that will have been check through at your boarding, and are not under the care, control and custody of the airline company that has been licensed by the government's authority to transport passengers, If these effects are damaged, lost, or stolen, you will need to notify the proper authorities and report the incident right away to the provider of your insurance.

If your baggage is being delayed, your insurance can reimburse you up to the amount that is listed in your scheduled benefits, for the cost of purchasing emergency items. The coverage would include items like clothes and toiletries that are essential, if needed. This, again, is only for bags that were checked in, and under the care of the airline on which you were flying.

Additionally, in the event that your flight is delayed for more than twelve hours, your insurance plan may compensate you for the cost of lodgings. You get an added sense of serenity for yourself, and your beneficiaries, as well as monetary security. The rewards prevail over the expenses of this kind of insurance.

While insurance for travelers is adjusting to the needs of its customers, another item transforming the travel industry is e-ticketing. There is no longer a need for paper tickets with this new system, but the cost to the passenger will be similar to that of a prepaid ticket. Having your tickets lost, misplaced, forgotten or stolen can be one of the worst things that can happen to a traveler. An e-ticket is simple in the fact you cannot lose it.

Active Vocabulary

to broaden ['brɔːdn] - розширювати(ся)

scope – 1) межі, рамки; 2) масштаб, розмах, сфера; 3) можливість, простір, свобода; 4) намір, мета

to keep pace with - іти в ногу, не відставати

outbreak - 1) вибух, спалах (гніву); 2) раптовий початок (війни, епідемії тощо); 3) заколот, повстання

dismemberment [dɪs'membəmənt] - розчленування, розподіл на частини

to implement - 1) виконувати, здійснювати; забезпечувати виконання; 2) забезпечувати інструментами

coverage - охоплення; покриття ризиків; покриття капіталу; зона дії мережі (у рухомій телефонії); зона дії

to cover expenses – покривати витрати

fatal injury – смертельне (фатальне) пошкодження (поранення, рана)

medical treatment – медичне лікування

accidental death - випадкова (несподівана) смерть

worthwhile - вартий; що дає результат; worthwhile experiment — цікавий дослід; to be worthwhile — мати сенс

the beneficiary - особа, яка отримує вигоду; вигодоодержувач; власник привілею (привілеїв, пільг); власник феоду; власник бенефіція, бенефіціарій; васал; особа, в інтересах якої здійснюється довірча власність

to stipulate - визначати, передбачати (в законі); встановлювати (про закон, положення тощо); застерігати (резервувати право тощо); обумовлювати, ставити умовою; домовлятися

to reimburse [riɪm'bɜːs] - повертати (гроші); відшкодовувати (суму)

insurer [ɪn'ʃʊ(ə)rə] - 1) страхове товариство; 2) страхувальник

benefit - 1) користь; вигода; прибуток; for the benefit of — (за)ради; for your special benefit — спеціально заради вас; 2) страхова допомога

schedule ['ʃedjul] - 1) список, перелік; опис; каталог; 2) графік; план; програма; 3) розклад

assessment - 1) обкладання; 2) сума оподаткування; 3) оцінка майна для оподаткування

Repatriation of Remains [ripætrɪ'eɪʃ(ə)n] –повернення на Батьківщину (репатріація) залишків (рештків, останків)

to state -1) заявляти; повідомляти; 2) констатувати; формулювати; викладати; 3) встановлювати, точно визначати

to embalm - 1) бальзамувати; 2) сповнювати ароматом

custody - 1) опіка, піклування; охорона; схов; зберігання; 2) ув'язнення; to take into custody — заарештувати; взяти під варту

serenity -1) ясність; спокій; 2) безтурботність

monetary security – грошова гарантія (безпека)

reward – 1.1) (ви)нагорода; 2) відплата; 2. to reward (ви)нагороджувати; віддячувати; віддавати належне

to prevail over -1) переважати; панувати; превалювати (над - over); 2) перемагати, переборювати; 3) торжествувати; досягати мети; 4) існувати; бути поширеним; prevail (up)on — переконувати, умовляти

to adjust – ) упорядковувати; 2) пристосовувати, погоджувати; to adjust to a standard — стандартизувати; 3) збирати, складати (машину)

Answer the following questions:

1. Why do tourists use travel insurance?

2. What is travel insurance?

3. What kind of insurance choices are at travellers’ disposal?

4. Does the plan that was purchased stipulate the amount of benefits to be paid?

5. What expenses would be reimbursed with Accidental Medical Expenses insurance?

6. What does Emergency Medical Evacuation mean?

7. What does Repatriation of Remains typically state?

8. What kind of insurance is recommended to compensate for difficulties experienced due to damage or destruction of personal items, and lost or stolen items?

9. What kind of other cases will you be reimbursed?

Translate into Ukrainian.

Travelers Insurance

Enhanced modes of transport have made extensive travel a common indulgence. However, there is a distinct need for the 21st century traveler to check out insurance coverage on every segment of travel to ensure real value for the money spent.

Travel involves adventure and risk and hence the need for insurance. It is essential to have travel coverage in place, especially in the case of a frequent traveler. This way, you get to enjoy the trip to the maximum and within the security of insurance. If you are adventurous, a sport enthusiast, a globe trotter or a business person who travels extensively, there are a myriad of insurance offers to finance you and take care of everything from ticketing to accommodation. Travel insurance is designed to minimize the financial risks that a traveler faces due to last minute cancellations, medical emergency, delay or loss of baggage or the ultimate nightmare – loss of cash!

A traveler cannot rule out the possibility of a missed departure or loss of passport and the subsequent legal expenses. Such occurrences can really drain you of patience and the leisure time on hand. However, it is better to be safe than sorry. These emergencies cannot be ruled out and hence, need to be covered via travelers insurance. The insurance will largely depend on the category of traveler you fit into. You could be categorized under single trip or multi trip, short or long trip, one time or frequent or tourist or adventure sport enthusiast. Whatever the category, there is a traveler’s insurance designed for you.

The insurance company covering you under the traveler’s insurance supports every effort made to plan the trip or vacation and ensures that nothing untoward happens. In other words, the travel insurance is a designed ‘back up’ for the unexpected turn of events, if any do raise their ugly heads. The covers provided under the different insurance packages include ticket reimbursement and medical expenses. It is important to understand that the ticket expenses are reimbursed in event of the trip getting cancelled or interrupted due to ill health. This could also be the case in event of the sudden loss or serious condition of family member. The traveler’s medical insurance plan takes care of all medical expenses, including hospitalization during travel.

There are other specialized package plans available for particular travelers, like the student’s plan that covers the student for a semester or even a year of travel. There are insurance plans that cater specifically to students studying abroad. In these travelers insurances, the premium is calculated on the basis of the plan module and the additional expenses that are naturally applicable to an overseas student, which differ from one cover to another. The backpacker’s travel plan is designed for individual and extensive travelers. Since most of such trips involve trekking and road travel, the overages offered too relate to associated expenses.

There is a traveler’s insurance plan specially designed for senior citizens who travel around the world, post retirement. However, the premiums calculated are higher since the insured are senior citizens, who are more likely to fall ill and make claims. The businessmen who travel frequently can invest in a special plan put together for them, which offers them the choice of an annual plan or a multi trip plan insurance coverage. The insurance plans designed for travelers also cover toddlers who are exposed to the risk of getting some infection or disease in transit. In such an unfortunate event, if the family trip stands cancelled, the plan provides for eventualities.

There are traveler’s insurance covers that also provide for various types of groups. These include club member tours, tours organized by the civic authorities or the church or some youth organization. The group is covered for both a tour within and outside the country and covers the young and older members of the group. The risk factor associated with extreme sports like bunjee jumping, jet-skiing, parascending, water rafting, windsurfing, yatch racing and scuba diving cannot be denied. Such travelers are covered by the travel insurance companies under separate packages at extra costs. They cover the hazardous activities and calculate the premium according to the risk and age factor.

UNIT 7. RECREATION AND TOURISM MARKETING

The marketing mix-the 4 Ps-target audience-segmentation-objectives-evaluation. These and other terms are all used in the process of "marketing."

In tourism and tourism related industries, success means understanding this process.

This bulletin is designed for those in the tourism industry who may not be completely familiar with marketing or who may simply wish to refresh their basic marketing skills. Covered will be important concepts used in marketing, the relationship of marketing to tourism, and a process for developing a marketing plan for tourism/recreation businesses and/or communities. It will be impossible to cover in detail all the aspects of marketing within the scope of this bulletin.

WHAT IS MARKETING? People hold a variety of misconceptions about marketing. Most common is its confusion with selling and advertising. Selling and advertising are actually types of promotion which is only a component of marketing.

Marketing involves much more, including product/service development, place (location and distribution), and pricing. It requires information about people, especially those interested in what you have to offer (your "market"), such as what they like, where they buy and how much they spend. Its role is to match the right product or service with the right market or audience. Marketing, as you will see, is an art and a science. According to the American Marketing Association, marketing is "the process of planning and executing the conception, pricing, promotion, and distribution of ideas, goods, and services to create exchanges that satisfy individual and organizational objectives." Simply stated it is creating and promoting a product (ideas, goods or services) that satisfies a customer's need or desire and is available at a desirable price and place.

Modern marketing is a way of doing business, heavily based on the "marketing concept" which holds that businesses and organizations should:

(1) design their products/services to meet customer needs and wants;

(2) focus on those people most likely to buy their product rather than the entire mass market; and

(3) develop marketing efforts that fit into their overall business objectives.

By adopting this concept you not only provide your customers with better products, you will avoid wasting valuable time and money developing and promoting a product or service nobody wants.

RECREATION AND TOURISM MARKETING. Earlier it was mentioned that a product can be "ideas, goods, or services." Since tourism is primarily a service based industry, the principal products provided by recreation/tourism (R/T) businesses are recreational experiences and hospitality. These are intangible products and more difficult to market than tangible products such as automobiles. The intangible nature of services makes quality control difficult but crucial. It also makes it more difficult for potential customers to evaluate and compare service offerings. In addition, instead of moving the product to the customer, the customer must travel to the product (area/community). Travel is a significant portion of the time and money spent in association with recreational and tourism experiences and is a major factor in people's decisions on whether or not to visit your business or community. As an industry, tourism has many components comprising the overall "travel experience." Along with transportation, it includes such things as accommodations, food and beverage services, shops, entertainment, aesthetics and special events. It is rare for one business to provide the variety of activities or facilities tourists need or desire. This adds to the difficulty of maintaining and controlling the quality of the experience. To overcome this hurdle, tourism related businesses, agencies, and organizations need to work together to package and promote tourism opportunities in their areas and align their efforts to assure consistency in product quality.

MARKET SEGMENTATION (IDENTIFICATION). Recreation and tourism businesses and communities often make the mistake of attempting to be all things to all people. It is difficult, and risky, to develop marketing strategies for the mass market. Strategies designed for the "average" customer often result in unappealing products, prices, and promotional messages. For example, it would be difficult to develop a campground that would be equally attractive to recreational vehicle campers and backpackers or promote a property to serve both snowmobilers and nature oriented cross country skiers. Marketing is strongly based on market segmentation and target marketing. Market segmentation is the process of:

(1) taking existing and/or potential customers/visitors (market) and categorizing them into groups with similar preferences referred to as "market segments;"

(2) selecting the most promising segments as "target markets;" and

(3) designing "marketing mixes," or strategies (combination of the 4 Ps), which satisfy the special needs, desires and behavior of the target markets.

There is no unique or best way to segment markets, but ways in which customers can be grouped are:

(1) location of residence---instate, out-of-state, local;

(2) demographics---age, income, family status, education;

(3) equipment ownership/use---RV's, sailboats, canoes, tents, snowmobiles;

(4) important product attributes---price, quality, quantity; and

(5) lifestyle attributes---activities, interests, opinions.

To be useful, the segment identification process should result in segments that suggest marketing efforts that will be effective in attracting them and at least one segment large enough to justify specialized marketing efforts. After segments have been identified, the business or community must select the "target markets," those segments which offer them the greatest opportunity. When determining target markets, consideration should be given to:

(1) existing and future sales potential of each segment;

(2) the amount and strength of competition for each segment;

(3) the ability to offer a marketing mix which will be successful in attracting each segment;

(4) the cost of servicing each segment; and

(5) each segment's contribution to accomplishing overall business/community objectives.

It is often wiser to target smaller segments that are presently not being served, or served inadequately, than to go after larger segments for which there is a great deal of competition.

PROMOTION. Promotion provides target audiences with accurate and timely information to help them decide whether to visit your community or business. The information should be of importance and practical use to the potential or existing visitor and also accurate. Misrepresentation often leads to dissatisfied customers and poor recommendations. Don't make claims you cannot live up to. Developing a promotional campaign is not a science with hard and fast rules. Making decisions regarding which type or combination of promotion types to use (personal selling, advertising, sales promotions, or publicity) is not always easy. If, however, you follow a logical process and do the necessary research, chances for success will be improved. It will be necessary to make decisions regarding:

(1) Target audience ---the group you are aiming at;

(2) Image ---that which your community or business wants to create or reinforce;

(3) Objectives ---those of the promotional campaign;

(4) Budget ---the amount of money available for your promotion;

(5) Timing ---when and how often should your promotions appear;

(6) Media ---which methods (television, radio, newspaper, magazine) will most effectively and efficiently communicate your message to the target audience; and

(7) Evaluation ---how can the effectiveness of the promotional campaign be determined.

CONCLUSION. Customer satisfaction in tourism is greatly influenced by the way in which the service (hospitality) is delivered and the physical appearance and personality of the business. It is critical that these elements be communicated in the best possible manner to convince people to come and experience what your business or community has to offer. Equally important is the ability to generate repeat business because of your efforts. Thus, marketing becomes the method to reach potential visitors. It is a vital part of tourism management and can be done effectively and well, with sophistication and tact, or it can be done poorly in a loud, crass and intrusive manner. Hopefully, this bulletin has given you the basics for the former rather than the latter. Remember that to do an effective job at marketing:

(1) adopt a strong customer orientation which includes regular research and assessment of their needs, wants and attitudes;(2) allocate sufficient resources and time to marketing; (3) assign formal responsibility for marketing to one person or department; and (4) develop and regularly update a marketing plan.

Active Vocabulary

audience - 1) аудиторія; слухачі; публіка; 2) слухання (справи в суді); 3) аудієнція (у когось - of, with)

segmentation - сегментація

objective - мета; прагнення

evaluation - 1) оцінювання, оцінка; 2) визначення (кількості, вартості)

scope - 1) межі, рамки; a mind of wide scope — людина широких поглядів; it is beyond my scope — це поза моєю компетенцією; 2) масштаб, розмах, сфера; 3) можливість, простір, свобода; he has full [free] scope — йому надано повну свободу дій; 4) намір, мета

misconception - 1) неправильне уявлення; 2) непорозуміння

confusion -1) збентеження; замішання; 2) безладдя; плутанина

distribution -1) розподіл, роздача; 2) поширення; 3) розміщення; 4) рух товарів від підприємства до споживача; 5) розміщення цінних паперів

to execute ['eksɪkjut] - 1) виконувати; 2) страчувати; 3) оформляти (документ); 4) виконувати

conception - 1) розуміння; 2) поняття; концепція; 3) задум

pricing - калькуляція ціни; формування ціни; ціноутворення; встановлення ціни (на товар, послугу)

marketing concept – маркетингова концепція (понят, ідея; загальне уявлення)

to focus on – зосередитися на

mass market – масовий ринок

to fit into - годитися, бути придатним, пристосовувати(ся)

to avoid - уникати

intangible products – нематеріальна продукція

tangible products - матеріальна продукція

crucial - вирішальний, критичний

to evaluate - 1) оцінювати; визначати кількість; 2) виражати в числах

to compare - порівнювати; зіставляти (з - with, to)

in association with – у зв’язку із

to comprise - містити в собі, вміщати, охоплювати

aesthetics [is'θetɪks] - естетика

to overcome thе hurdle - подолати перешкоду

to be related - бути пов'язаним

to align their efforts - об'єднувати свої сили ((1) вишиковувати(ся); шикувати(ся); ставити в ряд, вирівнювати; 2) націлювати, наводити))

to assure consistency – гарантувати (забезпечувати) послідовність (логічність, сумісність, погодженість, постійність)

to attempt - пробувати, намагатися; братися; заходжуватися

marketing strategy – маркетингова стратегія

unappealing products – неприваблива продукція

campground - місце табору, таборище

vehicle camper – автомобільний кемпер

backpacker – піший турист

snowmobiler – водій снігоходу

snowmobile ['snəʊməbil] - снігохід

country skier – заміській лижник

market segmentation – маркетингова сегментація

target marketing – цільовий маркетинг

promising segments – перспективні сегменти

marketing mixes – маркетингові поєднання

to determine [dɪ'tɜːmɪn] - визначати; встановлювати

competition - 1) конкуренція; 2) змагання

ability - здібність, здатність; спритність, уміння

contribution - 1) сприяння; 2) внесок; 3) стаття (для газети, журналу); 4) співробітництво (в газеті і т.д.); 5) податок; контрибуція; 6) вклад (у науку, справу і т.д.)

to accomplish - 1) завершувати; виконувати; досягати; доводити до кінця; 2) робити досконалим; вдосконалювати

inadequately [ɪn'ædɪkwɪt] - 1) невідповідний, неадекватний; 2) нерозмірний; 3) недостатній; 4) непідхожий; недосконалий

target audiences – цільова аудиторія

accurate and timely information – точна і своєчасна інформація

misrepresentation [mɪsreprɪzen'teɪʃ(ə)n] - неправильне висвітлення; перекручення,

спотворення (фактів тощо)

to make claims – пред’являти претензії, позови

to live up to – виконати, виправдати

promotional campaign – рекламна кампанія

publicity - реклама

to convince - переконувати

community - 1) община, громада; 2) (the community) суспільство; 3) спільність

to generate - 1) спричиняти, викликати; 2) створювати; генерувати; породжувати

crass -1) грубий, тупий; 2) цілковитий, повний (про неуцтво тощо)

intrusive - настирливий, набридливий

to adopt - 1) усиновляти; удочеряти; 2) приймати, засвоювати; to adopt another course of action — змінити тактику; 3) запозичувати (слова з чужої мови); 4) вибирати, добирати, брати на вибір

assessment -1) обкладання; 2) сума оподаткування; 3) оцінка майна для оподаткування

attitude - ставлення до; позиція

to allocate - 1) розміщувати, розподіляти, призначати (to); 2) асигнувати; резервувати, бронювати (кредити і т.п.); 3) локалізувати

to assign - 1) призначати; асигнувати; 2) приписувати, вважати; 3) призначати на посаду; 4) доручати, передавати; 5) визначати, встановлювати (термін, межі)

to update - модернізувати; приводити у відповідність з вимогами сучасності

Answer the following questions:

1. What four points are used in the process of “marketing”?

2. What is Marketing?

3. What should businesses and organizations do to succeed in tourism business?

4. What kind of industry is tourism?

5. What are the principal products provided by R/T businesses?

6. What are tangible and intangible products?

7. What components does tourism have?

8. How should tourism related businesses work in order to overcome the difficulty of maintaining and controlling the quality of the experience?

9. What is marketing based on?

10. What kind of the process is market segmentation?

11. How can customers be grouped in market segmentation?

12. What are “target markets”?

13. What does promotion provide target audience with?

14. What decisions should market players make to develop a successful promotional campaign?

UNIT 8. TRAVEL AND TOURISM IN UKRAINE

Euromonitor International's Travel And Tourism in Ukraine report offers a comprehensive guide to the market at a national level. It looks at travel accommodation, transportation, car rental, tourist attractions and retail travel. It identifies the leading companies and offers strategic analysis of key factors influencing the market, including background information on disposable income, annual leave and holiday taking habits.

The economic recession which hit Ukraine during 2008 had a negative impact on tourism development in the country. The Ukrainian currency fell by nearly 40% vs. the euro in 2008, which largely affected companies with debts in foreign currencies. Currently businesses are looking for cost reductions which results in such measures as laying off staff or cutting working hours. Investment projects have either been delayed or stopped, due to the lack of resources and restrictions in bank lending. The challenges of the economic crisis are worsened by political inconsistency in Ukraine. All these factors had a major impact on the overall consumer spending affecting both outbound and domestic tourism.

Wizz Air is the first low cost airline to enter the Ukrainian market

The Hungarian Wizz Air is the first low cost airline to enter the Ukrainian market. In 2008 the company operated only domestic flights. Since January 2009 Wizz Air introduced flights to international destinations such as Katowice, Cologne, London and Oslo. Future plans of the airline include starting new routes to Italy and Spain. In 2009 Wizz Air plans to achieve one million Ukrainian passengers.

Infrastructure investments needed to host euro 2012

In April 2007 Ukraine and Poland were chosen to co-host the European Football Championship Euro 2012. The government considered the Euro 2012 tournament a great opportunity for promotion of Ukraine for foreign direct investments and tourism. However, the current economic downturn slowed the pace of the infrastructure development. The state was seeking funding from private investors and international finance institutions in order to strengthen its airport, road and hotel infrastructure to be able to host one million football fans for the event held in four different cities. The EBRD provided a EUR 400 million loan to reconstruct the highways linking Kyiv and the western border.

Winter resorts driver of tourism for Ukraine

The importance of ski resorts for Ukraine tourism industry grew substantially over the last two years of the review period. Bukovel had in 2008, 15 modern ski lifts with more than 50 kilometers of ski runs for beginners, intermediates and experts and there are plans to build an additional 278 kilometers of ski runs and 35 ski lifts by the end of the forecast period. Important investments are also affecting the hotel infrastructure with a four-star Radisson SAS hotel currently being built for a total investment of EUR 70 million.

Good tourism prospects for Ukraine once the infrastructure is upgraded

Ukraine has excellent potential for tourism developments which can rely on natural attractions such as the Carpathian Mountains in the west and the Black sea resorts in the south. However, the infrastructure needs substantial investments in order to support tourism development. The roads are in a poor state outside the main cities, while airports are very underdeveloped. The hotel system still relies on expensive Soviet-era hotels, which provide poor customer service and in many cases do not accept credit cards. The current economic downturn slowed investments, however, once the Ukrainian economy returns to positive growth, robust development of the tourism industry in the country is expected.

Active Vocabulary

comprehensive guide –доступний (зрозумілий) провідник

national level – національний рівень

retail travel - роздрібна подорож

to identify - виявляти, визначати, ідентифікувати; розпізнавати, називати, встановлювати (особу); встановлювати автентичність (справжність, тотожність) (чогось), індивідуалізувати; ототожнювати

leading company – ведуча компанія

key factor- ключовий фактор

background information - вихідні дані

disposable income - вільний, доступний (який перебуває у (вільному) розпорядженні) прибуток

annual leave - щорічний від'їзд (щорічна відпустка)

habit - звичка

economic recession – економічний спад

to hit - 1) ударяти; уражати; 2) досягати

negative impact –негативний удар (поштовх)

to be affected – бути ураженим

cost reductions - скорочення витрат

measure -1) захід (to take measures — вживати заходів); 2) міра; одиниця виміру

to lay off - 1) звільнити з роботи (тимчасово); 2) припиняти, переставати; 3) відкладати; 4) відпочивати; 5) знімати (одяг)

to cut working hours – зменшувати робочі години

investment project – інвестиційний проект

to be delayed - бути відкладеним (відстроченим; простроченим; несвоєчасним)

lack - нестача, брак; відсутність (чогось - of)

bank lending - банківське позичання (надання пози(ч)ки, кредитування; позика, позичка)

challenge - виклик

economic crisis – економічна криза

to worsen - погіршувати(ся)

political inconsistency – політична нестабільність

outbound - виїзний

domestic tourism – внутрішній туризм

to operate -1) керувати, завідувати; 2) оперувати; 3) діяти; працювати; 4) приводити в рух; 5) впливати, діяти (on, upon)

domestic flights – внутрішні рейси

international flights - міжнародні рейси

economic downturn - економічний спад (зниження; падіння; зменшення попиту; скорочення обороту)

finance institution – фінансова установа

to strengthen - підсилювати(ся), посилювати(ся); зміцнювати

to host – приймати гостей

loan - позика; позичка; кредит

substantially - 1) по суті; в основному; значною мірою; 2) міцно, ґрунтовно

substantial -1) реальний, матеріальний; 2) істотний, важливий, значний; 3) тривкий, міцний; 4) заможний; 5) поживний (про їжу)

ski lifts – лижні підйомники

ski runs – лижні доріжки

forecast period – передбачений період

to rely on - покладатися, довіряти; бути впевненим (on, upon)

robust [rə'bʌst]development – сильний розвиток (міцний, здоровий; дужий; складний, що вимагає зусиль)

to remain afloat – залишатися на плаву

EBRD (European Bank for Reconstruction and Development (founded in 1991 to provide financial assistance to the former communist countries of eastern Europe)) - Європейський банк реконструкції та розвитку

SAS ( Special Air Service) – спеціальні повітряні послуги

Answer the following questions:

1. What hit Ukraine during 2008? and Why did it have a negative impact on tourism development in the country?

2. What measures were businesses looking for in order to remain afloat?

3. What factors had a major impact on the overall consumer spending affecting both outbound and domestic tourism?

4. What kind of flights does the Hungarian Wizz Air operate in the Ukrainian market?

5. What investments were needed to host EURO 2012 in Ukraine?

6. What kinds of ski resorts exist in Ukraine?

7. Should Ukrainian hotel infrastructure be upgraded and Why?

Translate into Ukrainian.

Sleeping beauty - Ukrainian tourism market

Although Ukraine has been strongly affected by the global economic crisis, the local tourism market has registered steady growth. Domestic tourism, in particular, is expected to boom with annual growth rates of 9.5% in the next five years. Inbound tourism is also growing because of the rising awareness of Ukraine as the venue for European football championship in 2012. The market entry of low cost airlines such as Wizz Air and German Wings plus the substantial depreciation of the local currency are also good for tourism in the country. Roland Berger Strategy Consultants expects it to grow by about 7.5% between now and 2013. But a lack of infrastructure and hospitality framework may yet put the brakes on the upswing. About 90% of Ukrainian accommodation facilities date back to the Soviet era. A majority of the announced hotel projects will not be realized in the near future because of the economic environment.

"Ukraine has very few hotels that meet international standards. So, for international investors who are willing to take some risks, the window of opportunity is wide open," says Olga Andrienko-Bentz, Senior Project Manager in Roland Berger's Kyiv office. The number of visitors increased from 9.9 million visitors in 2005 to 11.7 million in 2008. International tourism really took off when visa requirements with the EU, US, Canada and other countries were abolished. Domestic tourism has been given a push by the rising living standards in Ukraine. Over the past few years, real disposable income of the population enjoyed annual growth rates of 27%. Little awareness of Ukraine as a tourist destination combined with underdeveloped infrastructure and no real hospitality framework are the main hurdles to becoming a premier international destination. "Over the last few years, Ukrainian tourists have preferred international destinations like Turkey or Egypt, which offer better value for money. But the economic crisis – and the resulting lower incomes – are making holidays at home more attractive," explains Andrienko-Bentz.

Lack of hotels that meet international standards

The main problem for Ukrainian tourism is a lack of hotels that meet international standards. "The hotel infrastructure is really outdated. 90% of the hotels were built more than 20 years ago and have never seen extensive renovation," notes the consultant. Service levels are also below the international average. For example, there is no mandatory hotel classification system in Ukraine. Most hotels are managed by inexperienced private owners or government institutions. Another problem is that the Ukrainian hospitality business is solely concentrated on the traditional business and holiday destinations. The western regions are famous for their winter resorts. Summer tourism in concentrated in the south and the Crimean region. Business tourism is focused on major cities such as Kyiv, Dnipropetrovsk, Kharkiv and Donetsk. But even there, you have a chronic shortage of high-class international hotels in all price segments. "You can find 95% of all high-quality hotel rooms and 60% of all hospitality resources in the traditional resorts and business destinations," says Andrienko-Bentz.

Window of opportunity for international investors

The few international operators that are present in Ukraine are skimming the cream off the market. Only 2.5% of all hotels are managed by international operators: Rixos hotels runs a 5-star hotel in Truskavets (Western Ukraine), Radisson two 4-star houses in Kyiv and Alushta (Crimea) and Hyatt has opened a 5-star hotel in Kyiv. "These hotels achieve significantly higher occupancy rates although the room rates are more than twice the average. Skyrocketing prices of more than USD 500 for a single room in Kyiv are normal. High occupancy despite peak prices in hotels managed by international operators are an indicator of substantial demand from wealthy visitors," notes the consultant. International players such as IHG (Intercontinental, Crowne Plaza, Holiday Inn), Accor (Sofitel, Ibis, Novotel, Etap) and Hilton have already announced that they will enter the Ukrainian market – most of them with projects in Kyiv. However, about 85% of the announced projects will not be realized. The main reason is that most developers have only limited access to credit financing due to the global credit crunch. But many projects exist only on paper and have been announced to get fast-track access to land under the auspices of the EURO 2012 project. So for international investors, market entry is now attractive but also risky. On the one hand, demand for hotel rooms that meet international standards is high. On the other, the global economic crisis makes Ukrainian market entry a real challenge. "These days, it is not easy to finance a hotel project. But a lot of Ukrainian hotels from the Soviet era are facing financial problems. They can be taken over at bargain prices. With extensive renovation, they can be raised to international levels and profitability. That is an attractive opportunity to enter an emerging market," concludes Andrienko-Bentz.

UNIT 9. UNWTO. MAIN TARGETS OF INTERNATIONAL TOURISM

Tourism boom started in the 1960s. In 1975 the United Nations established the World Tourism Organization (WTO, since 2003 - UNWTO) to promote tourism throughout the world.

The World Tourism Organization (UNWTO), based in Madrid, Spain, is a United Nations agency dealing with questions relating to tourism. It compiles the World Tourism rankings. The World Tourism Organization is a significant global body, concerned with the collection and collation of statistical information on international tourism. This organization represents public sector tourism bodies, from most countries in the world and the publication of its data makes possible comparisons of the flow and growth of tourism on a global scale. The official languages of UNWTO are Arabic, English, ‎French, Russian, and ‎Spanish. The World Tourism Organization plays a role in promoting the development of responsible, ‎sustainable and universally accessible tourism, paying particular attention to the ‎interests of developing countries‎.

The beginning of the XXI century is characterized as the era of globalization and integration. Tourism is global nowadays. According to the UNWTO tourism is the world’s largest industry. In 2002 the world’s total tourism receipts were 476 billion US dollars and number of tourists reached 715 million people. Nowadays about 927 million people work in the world’s tourist industry. The UNWTO prognosticates that by the year 2012 number of tourist all over the world will have reached 935 million people and the world’s total tourism receipts – 1550 billion US dollars.

The Organization encourages the implementation ‎of the Global Code of Ethics for Tourism, with a view to ensuring that member ‎countries, tourist destinations and businesses maximize the positive economic, ‎social and cultural effects of tourism and fully reap its benefits, while minimizing its ‎negative social and environmental impacts.

Unwto is committed to the United Nations Millennium Development Goals, geared ‎toward reducing poverty and fostering sustainable development.

The international tourism is important not only for the development of national economies. It also contributes to:

1) a deeper knowledge of the life, culture and history of other countries;

2) the growth of the understanding among peoples;

3) the improvement of contacts and the broader use of leisure;

4) exchange of international achievements in various spheres of the tourism industry.

So, main targets to promote international tourism are:

1) encouraging the improvement of the tourism infrastructure and co-operation;

2) joining tourism projects;

3) encouraging the exchange of information, including relevant laws and regulations;

4) examining the possibilities of exchanging specialists and students in the field of tourism, with a view to improving their qualifications;

5) promoting conferences and symposiums on the planning and development of tourism;

6) studying the problems arising in areas where the development of tourism may injure or has injured the environment, art, historical or cultural heritage in the countries;

7) uniformity of hotel classification;

8) expanding links and co-operation in the field of sport (sports meetings and competitions of all sorts);

9) further developing contacts among governmental institutions and non-governmental organizations and associations, including meetings as well as trips of delegations, groups and individuals.

Now 154 countries and territories are members of the World Tourist Organization. In October 1997 Ukraine became the member of the WTO. It enhanced the prestige of our country in the world’s tourist community and created conditions for the further development of national tourism according to the tendencies of the world’s tourism market.

History

The origin of the World Tourism Organization stems back to 1925 when the International Congress of Official Tourist Traffic Associations (ICOTT) was formed at The Hague. Some articles from early volumes of the Annals of Tourism Research claim that the UNWTO originated from the International Union of Official Tourist Publicity Organizations (IUOTPO), although the UNWTO states that the ICOTT became the International Union of Official Tourist Publicity Organizations first in 1934.

Following the end of the Second World War and with international travel numbers increasing, the IUOTPO restructured itself into the International Union of Official Travel Organizations (IUOTO). A technical, non-governmental organization, the IUOTO was made up of a combination of national tourist organizations, industry and consumer groups. The goals and objectives of the IUOTO were to not only promote tourism in general but also to extract the best out of tourism as an international trade component and as an economic development strategy for developing nations.

Towards the end of the 1960s, the IUOTO realized the need for further transformation to enhance its role on an international level. The 20th IUOTO general assembly in Tokyo, 1967, declared the need for the creation of an intergovernmental body with the necessary abilities to function on an international level in cooperation with other international agencies, in particular the United Nations. Throughout the existence of the IUOTO, close ties had been established between the organization and the United Nations (UN) and initial suggestions had the IUOTO becoming part of the UN. However, following the circulation of a draft convention, consensus held that any resultant intergovernmental organization should be closely linked to the UN but preserve its "complete administrative and financial autonomy".

It was on the recommendations of the UN that the formation of the new intergovernmental tourism organization was based. Resolution 2529 of the XXIVth UN general assembly stated: [The general assembly] believes that a formula that would allow agreement to be reached more readily among governments for the establishment of an international tourism organization of an intergovernmental, particularly to assist the developing countries would be: (a) The conversion of the International Union of Official Travel Organizations into an intergovernmental organization through a revision of its statutes: (b) The establishment of operational links between the United Nations and the transformed Union by means of a formal agreement.

In 1970, the IUOTO general assembly voted in favor of forming the World Tourism Organization (WTO), based on statutes of the IUOTO, and after ratification by the prescribed 51 states, the WTO came into operation on November 1, 1974.

Most recently, at the fifteenth general assembly in 2003, the WTO general council and the UN agreed to establish the WTO as a specialized agency of the UN. The significance of this collaboration, WTO Secretary-General Mr. Francesco Frangialli claimed, would lie in "the increased visibility it gives the WTO, and the recognition that will be accorded to [it].Tourism will be considered on an equal footing with other major activities of human society".

Members

As of 2010, its membership included 154 member states, seven associate members (Flemish Community, Puerto Rico, Aruba, Hong Kong, Macau, Madeira, Netherlands Antilles), two observers (Holy See, Palestine). 15 of these members have withdrawn from the organization for different periods in the past: Australia, Bahamas, Bahrain, Canada, Costa Rica, El Salvador, Honduras, Kuwait, Malaysia, Nicaragua, Panama, Philippines, Qatar, Thailand and Puerto Rico.

Non-members are: Suriname, Guyana, United States, Belize, Trinidad and Tobago, Dominica, Grenada, Barbados, Antigua and Barbuda, Saint Lucia, Saint Kitts and Nevis, Saint Vincent and the Grenadines, Liberia, Somalia, Comoros, Ireland, Iceland, United Kingdom, Denmark, Sweden, Finland, Belgium, Luxembourg, Liechtenstein, Estonia, United Arab Emirates, Myanmar, Singapore, New Zealand, Palau, Micronesia, Marshall Islands, Cook Islands, Tuvalu, Nauru, Niue, Kiribati, Solomon Islands, Samoa, Tonga and the rest of states with limited recognition.

Additionally there are some 350 affiliate members, representing the private sector, educational institutions, tourism associations and local tourism authorities. The frequent confusion between the two WTOs – World Tourism Organization and the Geneva-based World Trade Organization – officially ended on 1 December 2005, when the General Assembly approved to add the letters UN (for United Nations) to the start of abbreviation of the leading international tourism body in English and in Russian. UNWTO abbreviation remains OMT in French and Spanish. UNWTO General Assembly concluded its work at its 16th session in Dakar, Senegal, on 2 December 2005.

Active Vocabulary

to promote – підтримувати; допомагати

according – згідно

total receipts – (множ.) загальна сума грошових надходжень

to reach – досягати

to prognosticate – передбачати

to contribute – вносити, робити внесок

improvement – поліпшення, удосконалення

broad – широкий

sphere – сфера; галузь

to encourage – підтримувати, заохочувати

joint – об’єднаний; сумісний

relevant – що має відношення до справи

to injure – пошкодити; зіпсувати; завдати шкоди

environment – навколишнє середовище

heritage – спадщина

to expand – поширювати

to enhance – підвищувати

prestige – авторитет

community – товариство

to create – створювати

condition – умова

market – ринок

Answer the following questions:

1. When did tourism boom start?

2. When did the United Nations establish the World Tourism Organization and Why?

3. Where is the UNWTO headquarter situated?

4. What is UNWTO concerned with?

5. What does this organization represent?

6. What are the official languages of UNWTO?

7. How does the WTO promote the tourism development?

8. Why is tourism considered to be the world’s largest industry?

9. What does the organization encourage?

10. What is UNWTO committed to?

11. What does the international tourism contribute to?

12. What are the main targets to promote the international tourism?

13. When did Ukraine become the member of the WTO?

BUSINESS EXPRESSIONS

Apologizing Apologizing

I'm sorry.

I made a mistake.

Please accept my apologies.

I'm sorry. I didn't mean to . . .

(I'm) sorry. I didn't realize that . . . .

That's okay.

No problem.

Prefacing bad news

I'm sorry (I have) to tell you this, but . . .

I hate to tell you this, but . . .

I don't know how to tell you this, but . . .

I have some bad news.

(Formal) written apologies

We regret to inform you that . . .

Regretfully, . . .

Unfortunately, . . .

Asking for Help

Could you . . . . (for me) ?

Would you please . . . ?

Would you mind V+ing . . . .?

Could you possibly . . . ?

Okay, no problem.

Sure, I'd be glad to.

Sorry, I'm (kind of) busy now.

I'm sorry. I don't have time right now.

Do you have a minute?

Can you spare a few minutes?

Could you do me a favor?

Could I ask you a favor?

Can I ask you to . . . ?

I need some help (if you have time).

(If you're not busy) I could use your help.

Business Introductions Informal

This is my boss, Mr. Stratford.

Jared, this is my secretary, Barbara.

Good to meet you.

Nice to meet you too.

I'd like you to meet my co-worker, Collin Beck.

Collin, this is Susan Palmer.

Nice to meet you.

My pleasure.

Have you met, Jason?

Jason, this is Teresa.

Hi, I'm Jill Watson.

I don't believe we've met. I'm Greg.

Formal

I'd like to introduce you to my dear friend, Mrs. Pleasant.

Allow me to introduce myself/my colleague, Ms. Winters

Let me introduce you to my colleague, Dean Richards.

Mr. Richards, this is David Porter from Aerospace Inc.

How do you do?

How do you do?

It's a pleasure meeting you.

Important body language to remember: Smile, eye contact, firm handshake.

Company Description

What company do you work for? Which company are you with? Who do you represent?

I work for ABC Company. I'm with ABC. I represent (the) XYZ (company).

What is the name of your company? Where are you located?

The name of our company is . . . . Our company is located in . . . . Our headquarters is in . . .

What (type of business) do you do? What business are you in?

We are in the computer business. We're in computers We sell . . . We produce . . . We manufacture . . . Our major products are . . .

Describing Business Activities

What do you do at ABC Company?

What does your company do?

Describing Jobs

What do you do? What do you do for a living? What is your occupation? What type of work do you do? Where do you work?

What do you do there? What do you do at Bellwest?

Describing Products

Tell me about (this product)

What can you tell me about (this product)?

Can you give me some information/details about this?

What is special/unique about this?

What are the specifications?

Let me tell you about . . .

This is our (newest) product.

This is one of our latest designs.

It is made of . . .

It can be used for . . .

You can use it to . . .

You can . . . with it

This has/contains . . .

This one features . . .

This comes with . . .

This is equipped with . . .

This particular model . . .

This is priced at . . .

This costs . . .

Describing Projects

What are your current projects?

What are you working on (at present)?

What are your major initiatives in this area?

We are currently working on . . .

We are in the process of . . .

We are developing . . .

We are designing . . .

We are building . . .

We are marketing . . .

Explaining

Can you explain . . .

Can you tell me why . . .

Why . . .

What happened . . .

Well, . . .

Let me explain.

Let me tell you why . . .

Here's what happened:

There's a (good) reason for this:

The reason is . . .

I'm sorry. I can't tell you that (right now).

Can I get back to you on that?

I'll explain (a little) later.

We'll come to that later.

We'll get to that in a few minutes.

Can we save that until later?

Expressing Appreciation

Thanks.

Thank you.

I appreciate it.

Thanks for the tour.

Thank you for the nice gift.

I appreciate your hospitality.

I appreciate your lending me the chain saw.

Forward-Looking Statements

What are your plans for the future?

What are your projections for the next quarter?

What do you expect to achieve (in the near future)?

What are your (sales) projections for next six months?

What are your goals for the coming year?

We expect . . .

We plan to . . .

We project . . .

We hope to . . .

We should . . .

We will be (V+ing) . . .

If all goes as planned,

Our projections are . . .

According to our projections,

Invitations

Informal:

Would you like to . . .

We're going to . . . . Would you like to come along?

There's a . . . . (tonight). Would you like to go?

How about (V+ing) . . . ?

Do you want to . . . ?

I wonder if you would like to . . .

I was wondering if you would like to . . .

Formal:

I'd like to invite you to . . .

If you have time, I'd like to invite you . . .

Would you like to join us for (event) at (time) ?

We'd be glad to have you accompany us . . .

We'd be delighted/honored to have you as our guest at . . .

Job Responsibilities

What do you do (in your job)? What is your main job? What are you in charge of?

I am in charge of training employees. I am responsible for watering the plants. I take care of corporate accounts. I usually answer telephones. I mainly write reports. I repair jet engines.

Offering

Informal

Formal

Would you care for some . . .

Would you like to try . . .

Let me offer you . . .

Let me get you a/some . .

Requesting

Informal

Please . . .

Would you . . .

Could you . . .

Would you please . . . .

Could you possibly . . .

Would you mind (V+ing) . . .

Could you do me a favor?

Formal

Could I ask you to . . .

Would you mind if I asked you to . . .

Would you be so kind as to . . .

Terms of Payment I'd like to pay (in) cash.

I'll put it on my credit card.

Can I charge it?

Could you put that on my bill?

Could I put that on my account?

Could you send me an invoice?

Could you bill me (for that)?

Can I put it on lay-away?

May I  . . .

pay in cash

pay by check

pay by credit card

pay with a credit card

pay in installments

pay in one lump sum

Could you deliver it to my office?

Do you charge for shipping?

Do I need to pay for postage and handling?

How long will it take?

Using Tense Appropriately in Business Descriptions

Welcoming Visitors

Welcoming

Welcome to Cando Enterprises.

Welcome to London. I'm John Taylor.

Meeting someone you don't know

1. Patricia Murphy?

Yes.

Hi, I'm Kevin Chen of Myotex Industries. Welcome to Taiwan.

2. Are you Mr. Blanks?

Yes, I am.

I'm Jane Placid. (We talked by telephone.) Welcome to Sydney. It's nice to meet you in person.

Nice meeting you too.

How was your flight?

Okay, but very long.

3. You must be Ms. Terius.

That's right.

It's a pleasure to meet you. I'm Brad Wilson. Welcome to Suntech.

Thank you

Did you have any problem finding this place?

No, your directions were very clear.

Analyzing Problems

Focusing on the main problem/issue

What is the main problem?

What is the real issue (here)?

(I think) the major problem is . . .

Our primary concern is . . .

The crux of the matter is . . .

(As I see it), the most important thing is . . .

The main problem we need to solve is . . .

We really need to take care of . . .

It all comes down to this:

Asking for input

What should we do about it?

What needs to be done?

What do you think we should do?

What are we going to do about it?

Do you have any suggestions?

Any ideas?

Making Recommendations

I recommend that . . .

I suggest that . . .

I would like to propose that . . .

Why don't we . . .

Asking for Information

Information about company

What does your company do? What is your specialty? What do you specialize in? What is your main line of business?

What are your major products? What services do you provide?

Information about products

Could you give me some (more) information on this?

What can you tell me about this (product)? Tell me about this one/model.

Information about Price

What are you asking for this? What does this sell for?

How much is it? How much does it run?

Closing a Conversation

Pre-closing

It's been nice talking to you. It's been great talking with you.

I really enjoyed meeting you. It was nice meeting you, Mr. Brown.

I'm sorry, but I have to go now. I'm afraid I have to leave now.

Thanks for the information/ the tour/ your time. Thanks for taking the time to talk with us.

Follow up

I'll give you a call. I'll send you an e-mail. I'll put a packet in the mail for you.

We'll send out that information right away. I'll have my secretary schedule an appointment.

Could you send me a brochure/some more information? Could I contact you by e-mail/at your office?

How do I get in touch with you? How can I reach/contact you?

Closing

I look forward to seeing you again. We'll see you on Friday. See you next week.

Let me give you my business card. Here's my e-mail/office number.

Let's keep in touch by e-mail. We'll be in touch.

Call me if you have any questions. E-mail me.

Customer Survey (Restaurant)

What types of food do you like to eat?

What types of food do you not like to eat?

How often do you go out for a meal?

On what days of the week do you usually eat out?

Which meal(s) (breakfast, lunch, dinner) do you eat outside of your home?

How much do you spend on a typical meal?

Do you go out alone, as a couple, or in groups?

What are your main criteria in choosing a restaurant?

What are your main reasons for not going out to eat?

What is your primary means of transportation?

What area of the city do you live in?

Demographics

Age 0-12 13-18 19-25 26-40 41-60 61 and over

Gender Male Female

Income

Other

Discussing Agenda Items

Let's start with . . .

Let's start by . . .

The first item on the agenda is . . .

We need to discuss . . .

Let's look at item number one.

Let's move on to number two.

The next item on the agenda is . . .

What's next on the agenda?

Does anyone have any comments?

Any comments?

Are there any comments on that?

What do you think?

Good idea.

Good point.

Does everyone agree on that?

Making Appointments

I'd like to make an appointment with Dr. Bill. I'd like to schedule a meeting with Ms. Terry. Could I schedule a time to meet with Mr. East?

Will Mr. Rodgers be in tomorrow? Is he available next Wednesday? Does he have any openings on Tuesday? Does she have any time on Thursday?

Thursday at 10:00 will be fine. Friday at 11:00 sounds good. Okay. Tuesday morning at 9. Monday at 8:00 is not good for me. Wednesday is not possible.

Meetings and Discussions

Getting started

Let's get started. We need to discuss . . . We need to talk about . . .

Talking about discussion items

The first thing we need to discuss is . . . The first item on the agenda is . . . The first thing on the list is . . . First, we need to talk about . . .

Presenting Options

We have several alternatives: We have two options: We could either . . . or . . .

Moving on

Let's move on to Item 2. Let's move on to the next topic. We need to move on. The next item (of business) is . . . We need to go on to the next item. Shall/Should we move on?

Stalling the Discussion

Before we move on, I think we should . . . Wait a minute. We haven't discussed . . . Don't you think we need to . . . Not so fast. We haven't (yet) . . .

Asking for Clarification

What to you mean by . . . . I don't quite follow you. I didn't get what you meant by . . . Could you clarify that? Could you elaborate on that?

Making a Suggestion/Proposal

I think we should . . . Maybe we should . . . I suggest . . . Why don't we . . . How about . . . We could . . .

Giving Feedback

(I think) that's a good idea. You have a good point. Good idea/point. I agree.

I disagree. I think . . . Sorry. I don't agree with you. You have a good point, but . . . That's not such a good idea. I don't think that's a good idea.

Asking for Opinions

What do you think, George? What's your opinion on that, Martha? Any thoughts on that? Any ideas?

Checking for Consensus

Do we all agree (on that)? Does everyone agree?

Summarizing

In summary, The conclusion is . . . So, we've decided to . . . We're going to . . . (then)

Closing the meeting

That's all for today. That's it then. (informal) The meeting is adjourned. (very formal)

Common Phrases for Business Letters

Request for information

I am writing to inquire about . . . I am writing in reference to . . .

I read/heard . . . and would like to know . . .

Could you please send me . . . at the address below/above

Thank you for your assistance. I look forward to hearing from you.

Response to request

Thank you for your interest/inquiry

Enclosed is the information you requested. You can learn more about this at . . .

If you have further questions, If you require assistance, please contact:

If I can be of more help, please feel free to contact me at . . .

Sample Sentences: Requests

Could you please send me your most recent brochure? Could you fax me the results of the market survey?

I would like to order ten copies of the book, Touchy Situations. I would be very grateful if you could send me this information.

Please return the enclosed envelope with your payment.

Sample Sentences: Goodwill

Thank you for your hospitality. I enjoyed having lunch with you last week while I was in New York.

Congratulations on your promotion to General Manager. I want(ed) to congratulate you on your new position.

I was happy to hear that contract negotiations went well.

Sample Sentences: Introduction of Product/Service.

I am writing to tell you about . . . (Our new product) is coming out next month. This product/service is designed to (help you) . . .

Sample Sentences: Reference

I am writing in regard to . . . I am writing in reference to . . .

Please refer to the enclosed invoice/brochure. I hope you have had a chance to look over the materials we sent.

Sample Sentences: Confirmation

I am writing to confirm . . . I would like to confirm what we discussed last Friday. I would just like to confirm the main points we discussed . . .

Sample Sentences: Notification

I am writing to let you know that . . . Please be aware/informed that . . . I would like to inform you of a recent policy change. I am happy to inform you that . . . Your request for funding has been approved.

Sample Sentences: Offering Assistance

We would be happy to . . . If we can be of assistance, please don't hesitate to ask.

Sample Sentences: Collection

According to our records . . . Our records show that . . . Your monthly installment is past due. Please send payment as soon as possible.

Helpful Hints for Business Letters

Before writing a business letter, consider the following:

Objective(s)

Why am I writing this letter? What do I hope to accomplish? What action do I want from my reader?

Your Audience

Who will read this letter? How can I appeal to the reader's interest? What attitude might the reader have toward this information? Will the reader consider this good news or bad news?

Organization

What information should be included first/last? What details does the reader need to know? Does my conclusion motivate the reader to do something? Do I end the letter in a positive and polite manner?

Professionalism

Do I use a professional business letter format? Do my language and style show a positive attitude toward the reader/the company/the product/the information. Will my reader be offended by anything in the letter?

Proofreading

Are there any spelling errors, typos, etc.? Is the format of the letter appropriate? Have I signed my name?

Sample Topics for Business Letters

1. You are a sales representative for your company. Write a letter to Mike Mason of ABC Enterprises, introducing one of your new products or services. Be sure to give important details about your product/service.

2. You are a student researching a company for your business class presentation. Write to Margaret Sims, the public relations director, of the corporation you are researching, and ask for information about her company.

3. Invite Margaret Sims, public relations director of the company you are researching, to be a guest speaker during your presentation next week. (Introduce yourself as a student interested in the company.)

4. Write a letter to Margaret Sims confirming details of her speech next week. Make sure to include time, place and topic. Offer to help in any way you can.

5. You are Margaret Sims. Answer either Letter 2 or Letter 3 (above.) You may choose to accept or reject the writer's request.

6. Roger Owens, President of XYZ Corporation, will be visiting your city next week. Write a letter inviting him and his wife to dinner on Thursday night. (Be sure to specify the time and place of the dinner.)

7. You are Roger Owens. Respond to the Letter 6 (above) accepting or declining the invitation.

Writer's Checklist For Business Letters

1. Receiver (Who are you writing this to?)

Someone you know (friend, colleague, business partner, group, company)

Some one you don't know (To whom it may concern, Dear Sir/Madam)

How do you expect the receiver to respond?

2. Sender (Who are you?)

What is your relationship to the reader/receiver(s)?

What role are you assuming in the letter?

(friend, colleague, etc.)

3. Context (What background information does the reader need?)

Bring the reader up to date first.

Establish a connection

As requested . . . It was nice meeting you in Toronto last week . . . I read your article in Vague Magazine . .

Supporting details

Time frame (sequence of events)

4. Message (What do you want the reader to know or do?)

What do you hope to accomplish with the letter (inform, persuade, initiate action)

I am writing to inquire about . . . Could you please send me . . .

Polite requests

Please . . . Would you mind . . . Could you please . . . Would you be so kind as to . . .

5. Medium (What is the appropriate format?)

Fax, e-mail, formal business letter, memo, informal note

6. Tone (What tone do you wish to convey?)

informative polite business-like friendly humble assertive urgent irate

7. Other recipients (Are there others who need to be informed of this communication?)

cc: courtesy copy

Nervous Mannerisms

Presentation Tips