1. Insert the correct verb.

Assume, dislike, coerced, set, control, functioning, threatening, apply, perceive, differ, seek, possess.

1. People … from one another in their ability to handle stress.

2. It's best to … realistic goals that you can achieve.

3. They always … in a very responsible way.

4. I didn't see your car, so I … you'd gone out.

5. Children who do badly in school tests often … themselves to be failures.

6. The government is concerned that thousands of people cross the border every year and … refuge in the country.

7. Flights in and out of Japan are … normally again.

8. I … being the centre of attention.

9. Postal workers are … a strike if they don't receive a pay increase.

10. The rebels … the villagers into hiding them from the army.

11. The Democrats continued to … the Senate until last year.

12. Do the same rules … to part-time workers?

13. Different workers … different skills.

B. Find these verbs in the text.

Text 5. Behaviour patterns

Our behaviour in the organization is an integral part of our success. Businessmen should learn how to control their actions, feelings, gestures and even the way they sit and speak. Businessmen should know the rales of business

etiquette and follow them.

But all our verbal business communication is accompanied by the non­verbal communication. The main elements of non-verbal communication are body language, vocal tone, space, the senses and time.

We have to control our facial expression, our emotions even at the most tense situations. Twisting a pen nervously in our fingers constantly clicking it we send out of the top of a ballpoint pen a clear message about our emotions and health. We are to try to avoid giving an unfavourable picture of ourselves to others and to avoid letting them feel that we are reacting unfavourably to them. Conducting negotiations with foreigners we should learn some important elements of their body language. We should remember that if our Japanese partner nods listening to us, it doesn't mean that he agrees with us, it simply means that he is following everything we are saying. If a British keeps silence, it doesn't mean his consent, it may only mean his patience. We should remember that there are some countries where the handshake is not popular.

The vocal tone is another element of non-verbal communication, which can effect our verbal communication. We can completely change the meaning of phrases by the way, in which we are saying them. Using special intonation we can change a reprimand into a joke or an inoffensive phrase into a deadly insult. In business relations it is always necessary "to keep people at distance". On the one hand the space is a defensive barrier and on the other hand it helps not to waste working time on discussing personal matters.

Our senses - sight, hearing, touch and smell - are playing a great role in non-verbal communication. They help us to form an image of the person we are communicating with. Looking at smart clothes of a person, smell good perfumes we make up a positive image before the beginning of a conversation. Dirty nails, untidy outlook, smell of garlic or onions make us form a negative

image of the person.

The timing of communication is very important. Well-phrased message will be remembered longer and mutual understanding will be reached sooner. Saving time at business communication leads to better results in work.

The main principles of business etiquette are decency and honesty, strait forwardness and integrity, the sense of obligation and duty.

EXERCISES

Exercise 1. Translate into Russian

An integral part of success; to control one's actions; the way to sit and speak; verbal communication; to be accompanied by; body language; facial expression; the most tense situations; to twist a pen; constantly; to click a pen; to try to avoid; unfavorable picture; to conduct negotiations; to nod while listening; to agree with smb.; to follow everything we are saying; to keep silence; consent; patience; handshake; the meaning of the phrase; to change a reprimand into a joke; to change an inoffensive phrase into a deadly insult; a defensive barrier; a positive image; decency and honesty; strait forwardness; the sense of obligation.

Exercise 2. Translate into Еnglish

Проводить переговоры; превратить необидную фразу в смертельное оскорбление; не тратить впустую рабочее время; одежда, подобранная со вкусом; согласиться с кем-либо; неотъемлемая часть чьего-либо успеха; контролировать свои поступки, жесты; постараться избегать; защитный барьер; положительное впечатление; внимательно слушать все, что мы говорим; рукопожатие; молчать; вертеть ручку (в руках); манера сидеть и говорить; чувство долга; превратить обидное замечание в шутку; чест­ность и порядочность; утвердительно кивать головой, слушая; в самых напряженных ситуациях; готовность; устное обращение; постоянно; тер­пение; щелкать ручкой; язык жестов; неблагоприятная картина.

Exercise 3. Answer the questions

1. What is an integral part of our success in business?

2. Why is that important to control our actions, feelings, gestures?

3. What is our verbal business communication accompanied by?

4. What is a clear message of our emotions and health?

5. What should we try to avoid in business communications?

6. What are the most important elements of body language of the Japanese? Of British?

7. How can the vocal tone effect our verbal communication?

8. What role do our senses play in non-verbal communication?

9. Why is the timing of communication very important?

10. What are the main principles of business etiquette?

Exercise 4. Answer the additional questions

1. Can you describe the behaviour of those participating in the talks?

2. Can you give the definition of business ethics?

3. Can you stale the difference between ethics and etiquette?

Exercise 5. Match these comments to when you would say them

1. Many happy returns of the day.

2. Sorry?

3. I'm terribly sorry.

4. Happy New Year!

5. No thanks, I'm just looking.

6. Have a good trip.

7. How do you do?

8. I'd love some but I'm on a diet.

9. Don't mention it.

10. Congratulations.

1. When meeting someone for the first time.

2. When you've made a mistake.

3. When someone is going away.

4. When someone has had a baby.

5. On someone's birthday.

6. When someone says thank you to you.

7. When someone offers you some cake.

8. When a shop assistant offers to serve you.

9. On the 1 st January.

10. When you didn't hear what someone said.

Exercise 6. Complete the sentences with an appropriate word

predict

clues

tasks

means

attract

money- hungry

involves

practical

behaviour

advantage

a guide

1. We cannot predict people’s ……in different situations.

2. The……..of an employment agency is the information it provides on workforce requirements.

3. Experience………..knowledge, skills and practice, and situational familiarity.

4. Situational familiarity …………that an individual "knows the scene".

5. Abilities …………… a great deal of attention and are measured religiously.

6. Managers should use …………. to people's behaviour to discover their abilities and goals.

7. If people are attracted by monetary rewards, they are …………… .

8. Sometimes it is impossible ………… an individual's performance on the basis of the level of experience.

9. Experience and abilities are only ……….. to the potential. To make them contribute to a joint effort is one of the most important ……… of a manager.

Exercise 7. Every country has its own customs. Read these descriptions of some different social and business customs. Can you identify which nationality group they refer to? Match each description with one of these nationalities

the Japanese

the Germans

the French

the Spanish

the Italians

the British

1. They are happy to borrow manners and style from anywhere as long as it is useful and, above all, elegant. They love new things; their homes and offices are full of gadgets. Interactive video telephones, high speed trains, and modern architecture cause excitement not shock.

2. They leave work as punctually as they arrive and rarely take work home. They work hard, but statistically they put in fewer hours than fellow Europeans.

3. Lunches and dinners are an important part of business life. They are used to create personal relationships, and to make sure that the chemistry is right and that people can trust each other. Until coffee is served, they do not discuss business.

4. It is impolite to be exactly on time. For social occasions, this means arriving between ten and twenty minutes after the arranged time. Sometimes invitation specify, 7.30 for 8.00, which means you should not arrive later than 7.50.

5. They regularly work on Saturdays, don't often take more than a week's vacation and count sick days as holidays.

6. The backbone of the economy is the thousands of small and medium sized private firms in the North. Their owners prefer independence, and it is more profitable to keep things in the family, pay workers in cash, and employ people who are officially self-employed, in order to make bigger profits and avoid strikes.

Is there a description here for your country? If there is, do you agree. Why / Why not? If there isn't, can you write your own description?

Exercise 8. Say it in English

1. Люди работают с разной степенью продуктивности, потому что по-разному ведут себя на работе.

2. Менеджеры понимают, как важно найти ключи к пониманию поведения своих подчиненных.

3. Некоторые люди совсем не прельщаются денежным воз­награждением, а находят вознаграждение в достижении желаемой цели.

4. Менеджеры должны уметь подбирать необходимые ключи к пониманию желаний людей, их опыта и способностей. Тогда им будет легче мотивировать людей лучше работать.

5. Менеджеры всегда пытаются предсказать будущую работу людей.

6. Они обращают особое внимание на способности, опыт, цели и энер­гию принимаемых на работу людей.

7. Если у людей есть необходимые способности и опыт, если их цели и устремления совпадают с целями организации, то они будут хорошо ра­ботать.

8. Способности определяются на основе специально разработанных тестов.

9. Опыт не менее важен, чем способности.

10. Под опытом мы подразумеваем знания, навыки и практические уме­ния, а также знание рабочей ситуации.

11. Качество работы улучшается, если человек обладает необходимым опытом, однако это случается тогда, когда знания и навыки имеют пря­мое отношение к работе.

12. Опыт и способности представляют собой лишь потенциал личнос­ти, они не всегда гарантируют хорошее выполнение работы.

13. Менеджер должен уметь использовать опыт и способности работников, с тем чтобы более эффективно решать поставленные задачи.