Bow A015 Prof. dr. Georgeta GHIGA Asist. univ. Mdilina Monica STANCU PUBLIC ADMINISTRATION AND PROFESSIONAL COMMUNICATION 2004Coperia: CDAD 18 Trading Georgcta Ghiga “Telnoredectare compusertsat ‘Mdslina Monica STANCU. Coordonator: Prof dr. Georgeta GITIGA. Descrierea CIP a Bibliotecii Nafionale a Romani GHIA, GEORGETA Public administration and business communication / Georgeta Ghiga, Madalina Monica Stanes,- Bucureg: Cavalit, 2004 Bitlogs, ISBN973-9463-703 siyani3s s © Cavallion ‘tc Washington ot 24, 019795 Buco "al: 0744 204560. Faxi0~21- 2208205 ‘womcavaiot ro ISBN 973-9462-703TO THE STUDENT Public Administration and Professional Communication is a couse book for Intermediate Students who went to acquire and develop beth speciic vocabulary for publi ‘2éministraton and communication sls business. Part ofthis book deals with concepts of pubic administration. In each ofthe six unt, you 2n practise reading, writing, speaking and grammar by tasks and exerdses devised for Individual aed group work. Part If focuses on ten business communication and wil provide you with information about various types of business documents. Each unit includes suitable exercises for Dractising writing in business. Useful information about transatng business texts has been ‘ced together with a callection of texts fr translating practice ‘Though the book was devised to be used Inthe classroom, you wil iso fad i suitable for sestudy. I you work by yourself, you may check your answers by referig to the Answer Key chapter, after you have tried to solve the taks without help. We hope that, by gong tncough the actives ofthis course book, you wil iscover you can ‘manage your own leaming so as to become a better communicator. “The AuthorssoeContets Unit 1 - Administration or Management? Unit 2 - The Study of the Public Sector Unit 3 - Early Administration. Unit 4 - Public Organisations: Goals and Accountability. Unit 5 - Kinds of Public Enterprise. Unit 6 - Public Enterprises at the Crossroads Unit 7 - Business Letters Unit 8 - Making an Enquiry. Unit 9 - Replies to Enquiries Unit 10 - Orders. Unit 11 - Letters of Complaint Unit 12 - Adjustment Letters Bibliography... Vocabulary Answer Key» Prediction > Developing presentation skills > Developing reading, writing and speaking skills > Means of achieving emphasis > Recording and learning new vocabulary > Using alessaries for transiationPubl Administration and Profesional Communication ADMINISTRATION OR MANAGEMENT? Pre-unltresearch In order to werk more effgent in your English seminars and to make the best possible use Of the input this textbook provides, some incickal preparation wack wil be needed. Therefore, you wil find, at the beginning of each unit, one or wo topics for esearch Yo are sed odo sme btbhond rec on those tc, Bari ind tat Os research ‘does not need to be extensive I 1S only meant to ensure that you have the general ‘knowledge needed in order to successtily solve the tasks in the un, and to hep you make ‘active contoutions to the seminars. You should already be famliar with most of the tics ‘Susgested from your content courses, 50 feel free to use your ow notes, or other materials, ‘a5. basis for your research Alo, remember whet valuable sources of information libraries ‘9nd the Internet are! The pre-unie research topes fer Unt 1 are: + How is the Romanian public administration system structured? How does it function? (in general ines) + What is the tax-collecting authority in Romania? How does it function? A.t Answer the following questions: 11, What do you expect from a text whose tile is a question? 2. Do you have diferent expectations if the tte is based on an "or" question? 3. Try to gve @ definition to each of the following terms: to administer ~ administration to manage ~ managerAD aay Adm Wis 3 quaion which it gorralos decuesing and contri. nse content, fo aint and (© manage 20 syoryns, in ohers, bey ioe iteroncet neaing ‘When pido pubic ae privat orancaons 3 ominantpopen is hat publ ergeisaions are simile, while pve xpancaone ae managed. Bot yper of orpneaone have goa, owere, beth use resouces io atiove ose goals and bth aed acount lta x the cekons ey make are way ey 8 - sauces. The people respnsbl for mang the css ard caring ole pos an aba, inboh ype fearon, at cle paar he sane cole a plawig, garish, cording and cantolng, in ober words manspng Pd miitaton i bof pes of egeisatons imohes edablohieg procedures ich af designed to Ink ly wa pace, ensue conislncy and fe lta can In pubis egaiaone, ie these tnt roesse hl od doinal ‘his ges puble cgeisions ther tne tre anagh ts vai fom one earn fo zone. Analyt sometnasierily a lage murber of stone wit pubic ergaisaon, electing he Sreray of tr ats. ‘They ape maton amet feet have te pinary Usk of main he Bet eof resources These ae semaly refed (© 8s managaneot stems wich ar found rotaiyn enone n- Aisi. Ober systems ae ju pomatic ard ‘xine. These dt in tha eres and op ‘atonal ses fom managerent eyes. The ater bear ser ‘esantane fo tle business egen ‘sions ane or syste do. The man consis Detoan aise se manaparent ays 2: 1. n amines syst, ccs ond to be Unt 1 ~ Adnan or Management? 4.2 Read the text below carefuly and decile whether the question in ‘the title invites the reader to make a choice or to compare the ‘v0 terms in order to understand them beter istration or Management? reson in vry pater lems and ee ely reviewed or changed. Management sj, ‘canasthave me dey ented gals and jets, wih pane eanas ad tages 2 The main ont of sna for advisttve syst are avg ith and gatirg tings oh fr manager gts, He ora a0 achiovng. target, uml expressed quan lve, 13. The econanical an ent uo of reenrces ie Seca Laskin adsrave syste bof inary inporance in be ceaton of eects rmanagerent sym. 4, Administ yore end focus on fle here responses ae pecs defn. Thy colt of og Heties and here ie a en ere caution and te eer poblens uowat. In management syns a ak scan, ete ae shot teracios moe dlogton and 3 tilingnesso make ceodens, ‘5. The rok of he asrinerat coe of ebiraon sd nde inlet. canst he manager 2 role eokig er oppo, fra ‘oreo and tekinginaties So simitaive gyms sppear have mechanic stuctres wit eng cha of command and narow spans of covioh They ae heavy buoauatsed and Tose denave and passe tehaviow. Role and sae ae ~ in most cases ‘ould te contain dzelen, Manager sya, ‘on the ober hand, td tp have more texte suolues wi fess hse They ae tak rind ad marine indivi szoton ard teri 2 ich level of decantalston and wer span of contol. The cilia of successin pute admire yer ‘ae mistate aotae, sting pubs expcaons offanes,aerng ple cetovery and ating ‘cansesus,cofomily ae arisen neat, ThePublic Adinstrason and Professions Communication cilia of susass in maagement syste, in| Managers ae juged by tha ably fo eons and contas, tinge und ace te gods set far be |sze oppor, rea quchy 10 changed opanaton. Maing the fight decgon is let | ccuncances end make profi ave oses, Important han mating en appropri des, gen | capt and abvdped fom "Public Management the doers of risk ard woetny loved, | and Ambasraton’ by Owen E Hughes) & A.3 Vocabulary A3.1 Home study: Work with 3 monolingual dictionary and study the different rvesnings of the terms management and administration. ‘Find other terms related to these two, record thelr definitions and use ‘them in contexts of your own. 4.3.2 Some words in the text appear in verb-noun partnershios, usualy ‘referred io as collocations. Make yp common callcations ‘selecting ‘from the following verbs and nouns. Some verbs may go with more ‘han one noun: to delegate initiative 4.3.3 Match up the following words and plrases with the coméct meaning: 1. potiey 4. to Justify minutely the way in which some amounts of money have been used 2 efficiency plan of action made by a government, a company ora Politieal party 3. consensus _| «. ability, quality o work well orto produce the right result or the right work quickly 4 toaccount for | d. working or producing results 5. system of @. to come out; to derive from sesountablty| 6. toomerge 1. system according to which people are held responsible for their work and they have to report to thelr supertors 7. effectiveness | g the state of always being the same in behaviour, thought, te & toavert fh general agreement; ctlectve opinion 9. consistency | i, to avoid; to turn away 10Unt 1 ~ Adriaan or Management? tenes Tips for success svsee ‘Recontina and learning new vocabulary ‘ne ofthe essential tols for perfecting your Muency in English is eniching your vocabulary. And, in order to remember new words and expressions more ‘easly, you need to use effective means of recording them. ? How do you record new vocabulary? Do you use 2 special notebook, or charts, Tor this? What strategies do you have for remembering words and expressions? ‘There's no universal "ecpe for success” (unfortunatly!) when It comes to learning new {NoaE in a fort language; however, there area few things you can do to improve Your Chances of svcess: + Use a reliable monolingual dictionary; this will give you not only the definition of words, but also other relevant linguistic Information (such as: word category, typical grammatical structures, collocatons, idioms); + Record the word together with its Romanian equivalent, its definition (if ‘elevant), and all other information you feel is worth remembering; ‘+ Try to provide one or two contexts of use for the word yourself; this will help you remember it more easily; + Use mental associations and images for words you find difficult to remember; + When you do translations, you will also need bilingual dictionaries; but, Just to be on the safe side, always check with the monalingual one to make Sure you've picked the correct translation! + Last but not least, use the new words whenever you have the chance! Just ‘knowing endless lists of words will not make you a speaker of English! (Meeting at Top Level) i What is the structure of the tax-collecting authority in Romania? Discuss te strong and weak points of the current tax-collecting system. What ways of improvement can you think of? Stage 1 Organising the groups Work in aroups of four. aPublic Administroton and Profesional Communication Group A - Managers You are all members of the management of a tax-collecting ‘organisation. You have to think of a managerial plan for the new ‘semester. On the basis ofthe text, work out this plan and be ‘Prepared to explain each Item trom a managers point of VW, Group 8 ~ Representatives ofthe leading party (Administrators) You have been given administrative responsiblities in a tax-collecting ‘organisation, Discuss within the group and work out an efficent ali s0 as to improve the activity of ths publ organisation and ‘meet the publics expectations. ‘Staae.2 Simulation of the meeting ‘Form new groups including two managers and two administrators. The acininstrators will present the policy, which the managers have {0 approve after analysing it caretuly. Do not forget that: + administrative policies express objectives in very general terms. You have to ‘make the two administrators accept your specific objectives and targets; + efficient use of resources is of primary impartance for you. Make a lear Aistritution of resources; + your purpose isto get the work done. Think of opportunities you may have, tke intative, make the two administrators accept your proposal, give ‘arguments, fight for your ideas; + you are. protagonist; Inthe end, you have to come to a plan accepted by both parties. 2sk oa Tie sale rate tp Unit ~ Adminstration or Manogement? ions ae very important to you; _bjecves. Therefore, you donot have to change them. 92 fied by managers may be accepted. to ave mistakes; nanagess’ business; “from your point of view. Define respenstbilties dary, {delegeting responsibilty, make ceo heaviest ext and knowing that both administrative and «2 found in the public sector, try to esiablsh which of vant and why. work: ur deskmate about ths and then, werk in sma ‘mpare your opinions with your colleagues’ ‘ext B and find out how many of your ideas are aby aimiistahe | pubic bleret Many anayete have confmed fa cir, i he | sdrinalrs irl one fees ss manages, ly canal. | ich hed a ofan he way wehbe publ sevns | wa msnaped pty potcal | The tana atmickaive cure ie ako 2 sing hal be | consequence of puto eytams of azpunity. 2 sail dont- | Pic bodes hava manay spots by Patianert ‘roe etal | ries utes spesto urces any, They rane ote | are request spoint fr he equa of fePublic Adminstration and Professional Communication enpentins each your, Ths infos a cautous ai- tude the uo of uns and ee sey rer each cartes of eources. Ary decison hangs te se of und has rainy rogue be vied by tho foanecoprinent. Bureasrac adnate stutwes ad pelos alo, in pat, a cansequnoe of he de of pio boi, te cigpacalhoughou he county athe need o ecu standard and unr pret. The lam equ thal al ose ond fo soil or waar gh shold receive etal ealnent It lo sete ‘dom ret and poms ‘0 be fallowed. Only bi- ‘avarice can eno tat ocu. ‘Aembitrabie oysems are corcamed wut the of esas ins fa at toy const wha can be don bul tay do ol asoss success i em of ‘rod ouput =u ams of goal ectoraes ie (oneraly sled Pal pale oganistene have 12 achieve a bdarce bateen recuce eeney and oa eflecrorass. Pble ageisbane ehoud pay speci anion io pale tsi. These fale ae uk limatoy quae and fdgementl. They imgy 2.3, Comprehension ‘alte juigeman abut roto he goa bul lo the rlsva ly von to dfaent gol. tle bias who finaly decide onto be goal nd the ‘esoras tobe usedin pus thm. Teena ob Ince way of deterinng what te right pala or iH ancl of resources ane markt is ho ice mectarsm wich aritals. In the ple ain splice ie, How pub ongensabons ‘a marape devs fom tas indent sof pobical We, Thy ae prodeinarty adriniravely ‘iver, nol manaperantaiven, Taina, thet ‘marapenont syst have merged ut of ie ad niiaive sysns, rot vice versa. Inthe pfvle sky, he msnagerent funcionpeoedee the adi ‘salve one In pbc orarzsons, because of her Friary poll goals and scootabiites, and he Pret glen Yo recedes tis he advlevaive ‘uncon, which spor the management ee, (Adapted ant brite fom ‘Public Management and Adminstration By Oven & Hoghes) Y? Answer the folowing questions, using your own words as much as possible: 1, Why did administrative systems dominate traditionally? 2. What are the consequences of the public system of accountability? How can bureaucratic practices of the public system be explained? What do policy tests consist in? 2 3. 4. How is success conceived in administrative systems? 5. 6. Which of the two functions (administrative and management) prevails In public organisations and why? To ensure, In So far as, cautious attitude, to pursue, political choice, in terms of, to assess, expenditures B.S Translate into English: 4. Legea cere ca tuturor cetitenlor si i se acorde tratament egal. 2 Testarea poilticll administrative implicd nu numa aprecierea calitatvl a Scopunior, csi relative priritate acordat8 diferitelor scopur. 3. U se cere s8 justifce regulartatea cheltulelilor in fiecare an? 4Unit ~ Administration ortanagement? 4, tu este de be usor 88 evaluezi succesul prin eficacitatea scopului. 5. Nu exist8 ur mod abiectv de a decide ce inseamné o politic adminstrativ’s buns, seeee Tine for success suse AF you transiaie specialized texts, you will find it very useful to build ‘Specialized glossaries (topic-based). You can build electronic data bases with all the terms you find belonging to a specific domain (e.g. “public ‘administration’, “government”, oF even wider fields, such as “economics”, r ‘accounting’, et.). Some of the information categories you can include in ‘such a glossaryare: . + term; l ‘+ definition in source tanguage (English); ' + equivalent in (one or more) target language(s) (Romanian); l + context of use; k + lexical category; lL ‘+ word combinations with the term, etc, Language focus ( 5 Tol i asd for emphatic puposes l “he new projec atracs many sens, ; 10 the new profcttataracs many dens. i . ‘They arewaling for the champions. u 4s the champions they are waiting for. ‘emphasise the words given in bold tlic. Remember that for such l G.1 Answer the questions below using "lt" as an introductory element to 2 function, “Ie"'s used with nouns in both singular and plural. [ Finally, the politicians decide on both the goals and resources to be used. Who decides on goals and resources? ln the public felt, poltical choice arbirates obviously 5Publi Administration an Profesional Communication ‘What arbitrates obviously in the publ field? The children arein the garden and make @ temibie noise Whats that terible noise? Fist of all, they want to avoid political controversy, What isthe pont they want to avoid frst of a? ‘They are concerned about the implementation of the law. What are they concemed about? Language study — emphatic structures We use emphatic stuctures in English if we want to draw attention to (to place the focus on) a particular part ofthe sentence, Here are the grammatical structures which can be used for emphasis: itis (not) + jobject + that/ who(m! (statements, negations) 9. [tis Jane that/who needs your help. ‘twas the headmaster that/who(m) I asked for assistance. (whom isthe Correct form ifthe emphasised word isan object but who is used as well) It was Halley's comet thot me saw last night. (only that can be used, because the subject is not a person) It wasn't me that/nto fixed the TV set 7" + subject/object + that/ who(m (questions) ©.9. [sit the president thay/who is ging @ speech? Was it his daughter that/who(m) you spoke to on Friday? Was it I's car that broke down? ‘Suthatis/was + question word (Gtatements) €49. Thatis what we did when there was no other way. 4 is/was that + question word or + i (questions) 249, Was that why they broke up? or Why was it that they broke yp? 16Unit 1 ~Aerintration or Management? Is that what you ae trying to say? or Wihae ii that you are trying to say? (statements) 9. What Iwant's to speak Avent English nat he needed was the help ofa professional. 6. To express admiration, anger we use question words with ever, 9. Whatever do you mean? Whyever od they not wait for us, 1! never understand. Whoever left this food out? ‘Z.do/doss /did + bard infinitive is used in the Present Simple, Past Simple or Imperative to give emphasis. e49. Ido want to come with you. ‘S2 you did buy the car afterall! Do try the cookies ~ theyre great! Do let's go! Practice: 1. Rewrite the folowing sentences as in the example: 1, Jim toxk us to the doctors office, It was lim who/that took us to the doctor's office, 2. We need a iona holiday, 3. id they tell you the exam was postponed? 4. What €o you want from me? 5. You really ought to listen to my advice 6. told tim to eave. = 7. Who isthe author ofthis note? 8. saw ahost in the atic - I'm positive! 9. When did they cal? 10. Why do you do what Alex tells you to do? vPublic Adminstration and Professional Communication 2. Complete the folowing sentences, using the word in bold, so that the meaning Stays the same. 1. Jane didnt listen to the instructions, that Tt... sten to the instructions. 2. The three boys left ater all, did The... afterall 3. The king declared war on France. was Ik..... decared war on France. 4. Did Tom Cruise star in "Mission Impossible"? starred Was... in "Mission Impossible”? 5. The ruling party does not want to cut taxes. is What the... to cut taxes, 18» Understanding terms related to the public sector » Developing presentation skills > Giving arguments in writing » Practising language structures (compound nouns and intensifiers; the order of adjectives) 19Pubic Admnisvation and Professional Communication q l g THE STUDY OF THE PUBLIC SECTOR Pre-unit research hat do we understand by "the publ sector"? What are the main camponents ofthe {| ube sectorin Romana? J a comlte te stetc ssstown, 02s wgetepesins ety te wo Po public {] Publ opinion ‘5. Make up six sentences using expressions fom the above bk. — 20Unit 2—Te Sty oF the Pub Sector ALA Discussion Workin smal groups = ty todefine the public sector ~ establish all possible links and differences forthe concepts identified by the following expressions: public policy Public administration Public management A2 - Reading and summarising Reading techniques There ae various reasons for which people read: to fad informatio, to learn, oF just forthe fur oft. There aré also different ways of reading, according to what the Purpose ofthe activity i: ~ implies skimming through the text, just o get the general + Scanning ~ implies going very quickly through the text in order to find specic piece of information; + reading for detail ~ implies reading the wiole text attentively in order to find the answer to specific questions or problems. Can you think of real-life contexts in which we use each of these reading techniques? Discuss this in pairs, then compare your answers with those of ‘your colleagues. Now read Text A, ‘Does it refer to the same subject as that approached in A.1.1? ‘How far from or how closed to your ideas ts Text A? ExT A) ‘The tam gubleacninstaton has aus bees | govenmant are cxgarise, poss nba and ‘ssodatod wih the tty of te pubic sec, in | produce outs in pois, lane or goods ard ont borg an acy and aprofesen There | senvos te a ot ol words odes he sly of he publ | Thar ae dient vs on he pinay of these ‘clr Put pal, pute adniniraton and puble | tems. Sane theortclane upheld that pte management lems al refering essential oe | adnrsaon i the ue of menepe ical and ‘ame ing wtichichow be adirabeactrs of | legal eons an processes hdl lel, aPubic Administration and Profesional Communication ‘erecstve and jul governor mandtes fr be | There goeraltont any em he te pbc Provion of regulary and sence functons forthe | dinctafon, The aity of pablo seer sci as awe orf eome sapments oft TABie | maagemantmay al be sled publ ania, 8 camprebersie, overarching deren, pling | tu is ocng ground have at wel. School of pbc tin pu adrirsrson every consi pat of | scnneaion are iaeasny beconng soos of fhe pub coc. Other scons sea publ | pubic ators, pe poy or pubs manapemany, managment a a branch ofthe large Be of ube | whe he achive dor by he pu sca i imitation or publ as; tho pat wich | more ofan caled management. The change > 3 ‘ver ho stand sence of apped metindoios | management es des nea af ditrencs fom ite br pte einatve program dadgn and | aber apgraihes The cence wih the exemal ompartenalretuckig, poley and managenent | envrorment and stley, as ound lr, = qile lari, rosouce aocatons lvcunh bucgetng | afferent tom he inlmal concens of pub sts, nancial management, human resuces | axnsraion. ibe maragement ais lo achieve Imanayemen, and prrarame evauon and aud | resus, improve elle ard improve acco ‘Some usage, privy inte Unig States regarés| Whether tcan do al hee ings ors tbe see, Pte management 2a tchrical sel of pbc | but there ie @ move away fom fe acmiave ‘xiiataton, Conscuenty, is argued that | conoemns ‘Suds of puile maragement ave cncemed wih | There are fer terinobgcal problems. In fiery, account, goal achievement andl | genta, pubie adninistiion rtars hereto the ‘marapsal ad Wcvical uesfons. The apwoach | academic stuy of the pubic sector. The patel: here dierent: adnirisraion and managrent | theory darina for most of fhe eth coy have sooaphisl frnces and ang tho word | uualy cde te rao! modelo ube admin ‘ubfoto hem shoul eect these dlxenes pubic | sae i cet is wih new pe management, ‘simian an pbte management ar agus lo | managers, ued irbrchangestiy. Ako, pub be ctren fom each oer. instead of ora bing a | pay rele othe ou ef goverreeny, et als at cl the oe, ey shoud be regarded as | th pub pley a poy andysis cool hal places carpeting paxatigns, lemphasis on alent ane enpcal metode. hee The term puble management deals wih he | tees ike te adnitaon or bureaucracy ae eral endtonmen, nd boat missions and goals | unaviatie 2d shou be akon as having rdnay, of exgasaons. Hl connotes concems broader an | rather than va aden menigs. ‘hose of intemal adnirsaion, The tm publ ‘nintobon has come to be acsorised amet | (adopted and bvtged fom ‘bat wh governor trea, te nor wm | Ais Manageme a Adminiatont public nanagenonspeebably moe ful ‘by Owen & Hugres) A.3 Summarising A.3.1 Summarising techniques In what rea-ife circumstances do you need the skill of summarising? Think about at least four exemples and discuss your ideas in groups of three or four. Remember that a summary gives the essence of a tex, that fs: ‘© subject ofthe text; 2Unie 2 ~The Stay fe Fob Sector main kas; ‘+ the mast relevant elements/facts that each idea is based on; + concusions The basic rule you need to remember when summarising 2 text is that should contain all and only the main ideas. I the text you are summarising is clearly structured, you should normaly find one main idea in each paragraph. All you need to do, therefore, 's extract the main ideas (paying due importance to the introduction and the concusion), link them coherently and appropriately, and the summary is ready! Avoid the “extemal” point of view witen summarising, Le. dont use forms ofthe type “The author says", "The author fels..”, "The text Is about..”. Imagine you ae the author, and by to re-write the text in short! R32 Z Read text A again and write down a summary of it cussing ont the main theories referring to public administration, 4.4 Making short oral presentations. Explaining things to others. ‘hat you need to know before making an oral presentation? Rementber the DOs and DOVTS! tation: You are the head of an office in an administrative organisation. Four People have recently been employed. They have not worked in @ public ‘organisation before and you are responsible forgiving them inital taining, ‘You start by explaining o them some terms es public sector, public ‘management, public administration, highlighting thei characteristics as ‘well as links and differences existing among these terms. Prepare yourselt for glvng short oral explanations and answering 2 J any posse questions coming from your new employees. 8.1 1n pairs, make a lst of activites snectfc to the public and private sectors. Compare your ist with those of other students. Discuss. B.2. Reading ‘Skim through the text and give your answer tothe following question According to the writer, does society need the public sector or not? Why? BUbe Admiiration one Profesional Communication By convention, he economy ie died bevsen the pve nd plies. Tha pubic sao is ofan dened as enagod a povng eaoee and goods whose scope and vail ar delerined nly ‘ho creat was and nes fe conse bt by the deckon of goverment bes In a denocrate sly te represtiabies ole cizene make hae eis, Howoter, Bis defion des ct over he ful scape of pub sack acti, ough contains the key pt atthe pbc sacar is he rest of Pubic pola! decion mating afer than io hng tatkel processes. Govermens ae commanded “by an fe people comply ~ whereas mares ‘vu, [Naugh opiate a publ score weve ten a8 qule cepa, in ely, ere i 99 mech inbracion bole the vo, at sang yp sik Aleta erate mislaig, cold be aged hat tho mode cata! eomany ie tecughy mio stn which ube ad pila sok es re tn an nara fasion an he oxeno eye ie for pub nox pal, bl vhs mi of bh scr. The piv scr sls on government (er lnestucre) and on fe syle of avs witout whic markets could ot operate. Covernent es onthe pale sector fo the proauton ard spy of fonds and sarees, and fr tax revenues. The leacton betwee secre 4 subear than eirly seehg them a5 soparale and necessanly antagonist ‘ny governments creamed shut the wayin wich the sinricrabvesjlom vandiles oll processes nko cucomes for the camry. By etrion, goverment must incide the etal ‘onloyd by te anf cay cul be newton of {he eeled govern, and to aster er manage is Ineutons. The police proosss may ca th apera of pls, bt the doa I la be a irisraton. The conse belveen the goveret ‘and he commun i nla he poll eel. Te vas bulk of he day-day gover dealings of fan thay cizen i prrmed by te brea. 24 Goverment cuts ae mary and vated, They eae: (be spay of goods ard senons, ranging torres hospi; + belmont taxaten; “+e tant of money oman st of ens tb anober, + etatntip wit tar governments + tare contas over pope and goods, + be imlamentaion of laws or rgualons ech ro hmeae mbar The adrcraton ifr mest peopl, fe ely of goverment ‘A govern aie req oyaniaon snd a= he ple canoe. Bul the opens of the tutors, Hl thee and prineies, not wel undortad andere ig a caus ambiance in pute atts owed It by the clan. Al the ‘sa fn, 3¢ bee are demand fr governs to 4 not eo do co mora focal sd etSienty, the pic sorices a oan sean a praia he pirate seco, Raber than being soen as an it ment peopl te publ ance regarded wth ugpicon both Bs power and ere tape, day and iat. A be begining ofthe erty tat century, tere seems obe great uct 2 he foi of he puto sat, ‘A queston is oe athe, wheter bers ay reed for a publ sedor at al be normal mecaien of eichange fe trough he marke what ‘ae the possble neers of goverment? The rerdence of govenmert may ost he presence of pollical and exialeoogis wich cepa forthe frenisos of consumer choice snd decent acicion mating, Neo, te mart mechani lene carnal pesorm a ecnoniefuncfon, snd, wihout \yovoranen,marels wl nol werk fo ihe floing 4) Thare must be no cbslades to free enty 10 matte ad both consumers and predioers ‘must hae fil mart Knowle. Government ‘regulon or oar measures may be needed loUnit 2 ~The Sudy oth Pubic Sector sear hae codons 1) Fable pole Ie edad to seca ae ot ) Such measures may ao be needed whee | abjectvs. Corpation i bole due Wo dexeating | These pins provide same raknae for cost. ‘g2vemmen nena, pare the noton hal ©) More generaly, he corackal arangements | markets oo rot work wal under a ekounstances 1 and exchanges needed for market operation | Markos se uvoibody power and can provide a ‘aml exit witout the prokcon and | syst of locaton and dibton fr mary goods enbrcemen of govarmertaly prvced gs | a services, wbout he herenon of goverment. ii} sre. ThateI¢ room for pla! acon at several points, . 4) Possle matal tare roqires saluions | parclry in the oytom of dettute, bu he man 0 ‘vaugh epi set. ‘emai es or govern ineenton is he 6) Soci vos may route adusiants ix te | presence of make sia dtioten of insame 2d wel voch ress fom the matt sydem and fem te | (adapted and artged rom ‘rarsmison of Hs trough inden | "Public Manapement and Adiistation® = ee by Owen & Hagnes) B.3 Answer the questions below. ] 1, What is central to each of the two sectors (public and private)? 2. In what degree does each sector contribute tothe economic system? J 3. How do government and the private sector rely on each other? iH 8 Writing The folowing statements have been selected from the text. {8 "The political process may set the agenda of politics, but the details lft ft to the administration.” | . "(the public services are seen as parasitic on the publlc sector” c. "The market mechanism alone cannot perform all economic functions {and without government, markets will not work" Using the information you've acquired so far in this unit, as well as your pre nit rescarch, write an argumentative essay (Jor and-against) based on 1 ‘one of the three statements above,Publ Adminstration and Prfessnal Communicalon B.5 Vocabulary 4. outcomes and outputs are two words used in Text 8. Below Is alist of ‘other similar compounds. Match these terms (1-10) to the meanings (aj): 4. outay '. a person's way of ioking at something 2. outiook |b. statement ofthe chef facts or points 3. outit ‘person punished by being placed outside the Protection ofthe law; criminal 4. outdoors | 4. dane, existing, used outside a house or a building S. outcast |e. allthe clothes, articles needed for a purpose 6. outtine | place where water lows out ofa lake, river, etc. 7.outskits |g. sumo money thats spent ‘8. outdoor | h._borders or outlying parts of a town 9. outfall |. person or animal driven out from home or society 10. outlaw |, inthe open air & 2.Filin the blonks using words from B.% 1 As the village was on the .1.. of the river, mest of the land was fertile and the crops were rarely small, 2. Noone knew the ..2.. of the town better than my friend, as he had spent a lot of time. 3.., trolling through the town. 3. They could realise from the... that it was a very interesting chapter. 4. The project is really attractive but it requires serious 5. Tt would've been much ensier if he could've used the .6.. but he had forgotten it at home. 6. Though we knew his 7... of life, his recent decision surprised us all. 7. ‘The future ..8.. depends significantly on the demand. 8. The preliminary ..9...are encouraging, but we have to wait until the Preliminary ‘research turns into a success. 26Unit 2 ~The Stuy ofthe Pub Setar SEGHONGlLanguage focus The degrees of comparison of adjectives Ct Revision ‘+ How many degrees of comparison do adjectives have in English? How are they formed? + How does English difer from Romanian inthis respect? ‘+ What are the English adjectives that have iregular degrees of comparison? + Explain the differences in meaning between the “double comparative” forms ofthe adjectives below, by using them in contexts of your own: fate later, the latest latter, the last old older, the oldest ler; the eldest nearnearer, the nearest ‘the next far—farther, the farthest further, the furthest €.2 Here is a fragment from Text A "Schools of public administration are Increasingly becoming schcols of public affairs, pubic policy or pubic management, while the actual work done by the public sector's Zor more often vals) wranayentel” Replace "far more often" by a suitable construction maintaning the intensifying meaning. Bx Give equivalents for farfaster ——mucheasier ever greater much longer _mach more important Far more surprising Far; much; ever = intensifiers used with comparatives: a Cf both short and long adjectives Remember! intensifier * the comparative ofa show adjeaive = repaiion of the compantive imtensifer + the comparative ofa long adjective = repetition of "more" + long adjective zPubic Adminstration and Professional Communication ‘6x.2 Complete the following sentences using intensifers with the comparatives of the adjectives given in brackets. a. After having the old part replaced, the computer is running... (2st) b. Tnour Academy, .....(much) attention is given to the virtua library €. Tnorder to get to the core of the phenomenon .....(sophisticated) ‘methods should be applied d. As he has lost a lot of money on gambling, his life is now ....(ad) than he imagined. ‘€. Though he put a lot of money in this business, he has got....(7tt7e) ‘than he expected, due to bad management. €.3 The order of adjectives + When there are two or more adjectives determining the same noun, they ormally go in the following order: a a res | See wed eT 235 [ace Yo [ase [ster [oon [ane [EEL [ran Teva | Sail] it [square | golden | Japanese | wooden | cen | caper ‘+ Adjectives formed withthe prefix "a (afraid, alike, alive, alone, ashamed, asleep), as well as “content”, “glad”, etc. are never followed by a noun. They usualy form nominal predicates, ‘e.g, The woman is alone. (vot Bene nan) + Nouns of material, purpose or substance can be used as adjectives (e.g. 2 cotton skirt, a winter dress, a shopping bag). However, certain adjectives derived from such nouns are used metaphorically. 9. olden fabric 2 gold bracelet (fabric that looks like gold) (@ bracelet made of gold) eaden clouds dead machinery (Clouds that look lke lead) (machinery made of lead) sly skin silk dress (kin that Feels like sik) (@ dress made of sik) etc. 28Unit 2 ~The Suey of the Pune Setar Practice: 1. Re-unte the flloxing sentences, putting the adjectives into the corect place. Say what kind of adjectives they are. 9. He was wearing gloves (suede, uoly, pink, oldsh) He was wearing ui ods suede loves. opnorape cour 1) Mary bought terself a T-shirt (cotton, trendy, English, black). b) She isa manager (Japanese, middle-aged, competent). (©) We found a deg in the street (huge, beautiful, old, spotted brown). <6) Did you see that car pass by? (red, American, sports, brand nev, fashionable). 2. Underline the conect adjective: 1. The teacher threw me a stone/stony look. 2. The new trend seems to be metal/metalic furniture, 3. When he asked her to marry him, he offered her a gold/golden ring 4. [remember the sik/siky touch of my mother’s hands caressing me to sleep. 5. The dog's fur was soft and woolen/woolly. 6. He always buys wooly/ woollen suits and leather/leathery shoes. 7. His hands were hard and leather/leatery from working in the ld all his ie. ‘8. What lovely golder/gold hair she hast C4 Translate into Engle, 1. Nile metode de predare in invatmant au fost din ce in ce mal atent analizate, 2. Suntem confruntati cu tot mai multe efecte negative ale polulril mediuli 3. Ei au negljat total cererea (pe plat) din ce in ce mal mare $i efectul ef ‘supra structurii departamentulu 4, Pentru a aprecia valoarea pagubel, sunt necesare clcule din ce in ce mi detaliate, 5. Nolle modificiri vor duce fa un produs mult mal scunp.> Developing analytical skills > Developing interaction skills > Information Transfer > Practising language structures (the future in English; “going to’ and “will” for expressing intentions) ErPubli Administration and Professonal Communication EARLY ADMINISTRATION Peovunit research +The principles underbing the publ adminietration system in Rave; Characteristics and pokey; + Key events in the universal history of public administration, A-d Let's tak about the history of publ administration! Work in groups of four or five. Knowing thatthe idea of pubic administration started withthe Notions of govemment and rise of cvilsaion, try to establish some ‘important moments inthe history of public administration, using your background knowledge, The folowing questions may help: 1. What were the first forms of administration? 2. When can we lecate in time the beginning of public administration? 3. How important is administration in @ society? 4. When and where can we place the first administrative systems in the history of the world? 32Unie3— EatyAdminstoton A.2 The folloning words, expressions and statements refer to various festures of ‘earlier forms of administration, existing inthe Middle Ages and the 19" century. Group the terms according to what you think was characteristic of ‘administration in each of these two periods of time, [Middle Ages [iP century Toyally t the kang "to the victor belongs the spoie™ association of public adsintstration with politics ‘nr en be Sed by nxn sso fomba eng pty patronage ‘tw applyto rebates and ends toh one gana pstion othe vt beng the pes 8 fot, corruption spa gs loyalty tothe king the benefits of public office Delong to tesuccaccas monotone party in the election 33Public Administration and Ffesionsl Commyniation Ag 4 ‘Wow read the text and make the necessary comections in the above AA table Poblo adminitaton has a long toy, one farang th voy notoes of government ant te 80 of cision. Some fm of ation as ied ever ses hare have ben government. Fs comes thefts ereade a rendor ocly ost, hen he ergs oats logit Pamanenoe. Adiriafen, the management of fas, fe be midde tase in al soca axivy, unepctcr bel essen os cordnuane FRecogrsale adnate sydems exsed in ‘sen Egypt cine igen om be anual fod ofthe te ard to blé te pyramid. China in tbe Han drasty (20806 720 AD) apie’ the Contin precept thal goverment shou to hand by men chosen at by ih, bu by ve 2 ay and alain aim a the gps of Ihe pople, ‘n Evop, te varus Empas- rook, Ron, Span and 0 on - wee, above al, adiitlve leis, cnrled tom the conte by nies and procades. In the Me A955, modem saae devepod oncomonly wih beatae uchres, BU, sttough sme kid &fadnieson ested ear, he watts model of pbc scnnet an valy te fom a the inter canary, ator syle of sinisaton were “pcsone, thai based on yay oa parr invidal uch 8 ing or a mise, naa of bol inperzana, the sla, ty paces ofen resid i camipon (oF misuse of fcr pertonl gin. Thats wy the dea tht these ae undoskatte fares of ad miistn sa eaves tom the Wadinal mde Pradices we now tink lon were commanpace ays of cayng ou govenmont funetone urder or nists onengemen. t wae once Common for se esting To employment bythe sae fo rsa fo paanage or neptin, ring on ends or lav or erolymen, fb purchasing fics; hal is bay the dt be a cuss or toc cnet, ard thn io charg tes foes, n ero repay Be lsum kee ano ake 3 Froth ext coral Sydney, te cuss oer personaly recede po cent of desalted ‘andthe poo Wee paid ehiling for eprehendng ‘dodging inal ey slr who maybe eu us and conde. Key sdrnstatva pecans were eval not tie but wre ony one of he acne of eomsen busines. Tho nel way fr 8 your tan to gin employment ony men ware employed) asf ply lo Sone eave or fay fend In Foston lo hep. Thar was no quarts ta people ‘myed by te yom woud be campetinn ay way, In he Ute Sides for most of the sndeenh any, there exied he spas ajtam of stminrlon deed fom the saying, ft vicar ‘batong the gpa. ter an election in wih & now Dene er ay al yy te prisatin a | ly was ea is pido esa fom 4Unit ~ any Aaminstration We bcs es othe reine very snrcratie | le a 868 othe impeach ilo an American [Rb om htop othe baton wa pon ob filed by | resident an th trot unbevebe demands upon ‘an apple fom the winning part. This sytem | presser, ypan execwias of ella an tcl ‘each is nad the 18308 dung to reieney | govenments as we - by oficeekers,parieay of Aodten Jackson. A chracles fis pote is | folowing eecos, Such a system was ver ef ‘hat einer appinimert lo, par coniearesin ooo | cient nr elect. Cen dl ol koow wht they ‘3 mater of ht Theres no spac expertise i | toad and govern amhistaen was, mele, 2 Velved in public atria, ror is there ary | pivale busiess in wich goverment dedsons, ‘e2zen tha te aincalon of goverment chou | money ar vole wore gol conmodes Persist wh pole! complsion changes. The | ventaly, ferent poten of ear os nels of pte ofce = patonage, det teas | of sxinintaton fd to changes inh aor pt of benef Fgh beng to he success partyin an |e rine cankry ant ote rls associled teton. Jackson aught ere wee adianiages in| wih Be katona model of atiiskatbe. Pre Iaking the adiistaion move epdiain and | modom ducauracice were persona, ‘aor democra raber thant can rot bl belive | fuse, scipe and pailarse where made ‘hat more is st by te org eannuarc of mon in | tueazasie ware to betome inprsond, ena, ofc tan i generally gad ty tet eapeionoe* | specie, aeNevemantoranled. and_urverstic ‘This egallaan phosopy ls wet wih te Armaan | arr prason ow esem ao sane Bacau of he stu of covenment ba had mapreravbads. | vey exces of te adn mods of ada ‘Among te caneaqunces of he epls estan were: | tan Poeesond ninparisen adnnsaton 60 the prods chaos which ald anges of ai | ‘aria us hat i hd! onan ha ry cher Imhistatin ding moto he naen oot; he | oye cau x opi ascosaon of publi admin wi pol ties ad iconpatncs; he gonng corti etvesn | (Adapted and arid rom entcutie and legis ove appoints, which A.4Vocabulary & Find words in the text that mean: excelience; great met increase in possession; acquling of wealth; - 4 2, 3. toask as.a price (for) 4 s. 6 ‘moral instruction; rule or guide especialy for behaviour; ‘unruly; runing wil ‘support, encouragement; right of appointing somebody to grant prvleges; something which makes progress less easy; dsadvantage; 35Public Administration and Profesional Communication 8. contrary oF oppose to; 9. being true and fahfl (toy: 10. to supply somebody with 2 room ora place to sleepin ea time; 11, money pai for something, usually for work carried out by 2 professional 12, existing asa natural and permanent pat or quality of; 43, money taken by the govemiment or by an oficial body to pay for ‘government services; 14, person appointed to an ofice or postion; 15. (legal) to arrest, to sae a thief; 16, being accused of wrong doing Which of these words did you already know? Which do you consider “sseful Anowiedge” Tor the future? Pick your favourite eight and build sentences using ‘them! 8.1 Interviewing and being interviewed: "Romanian Administration Today" ¥ Work in smal groups (Groups: Kt, A2, 1, B2). ‘Stage 1 Background information All groups: Here isthe last paragraph of the text, pointing out the main Characteristics of both traditional and modem administration: Eventually, the inherent problens of earlier forms of administration Ted to changes in the latter part of the nineteenth century and to the reforms associated with the ‘traditional model of administration. pre-modern bureaucracies were “personal, traditional, diffuse, ascriptive and Particularistic™ while modern bureaucracies were to become “impersonal, rational, specific, achievement-oriented and universalistic". €arlicr practices now seem strange because of 6Unit 3~EsyAdmintraton Professional, non-partisan administration is so familiar to us and it is hard to imagine that any other system could exist. ‘Task 1: Try to find out how many of these characteristics can be assaciated ‘with present Romanian administrative system, “Task 2: Preparing the interview ‘Groups At and A2 (Interviewers) Taking into account the points in Task J, talk within the group and decide what questions you will ask your colleagues in Group Bi and B2 in ‘order to get information about the present state of Romanian administration. Make a list of these questions. Groups 61 and 82 (interviewees) Discuss the points in Task J, focusing on changes that may improve the sdininistratve system of Romanian publ organisations. Make a lst of the main changes. ‘Stage 2: interviewing and being interviewed — Pair work Student A (from At/A2) ‘Task 3: Interview a colleague in Group 81/82, asking hinyher the questions you ‘have made up in Stage 1. Wrte down the most important points of 2ch answer, so as to have a Set of information that can be efficiently ‘used by you or by others ina later stage of this activity. ‘Student 8 (from 81/82) ‘Task 4: Be prepared to answer your colleague's questions on the present situation of Romanian administration, mentioning deficiencies and ‘making suggestions for any possitle improvement. Use your own ‘€eas and also the information rom the previous discussion. 37Public Admintraton and Profesional Communion Sketch of interaction. Graal Graph = pe ‘Students in Group Al wil interview students in Group 82. ‘Students in Group A2 wil interview students in Group B1 Stage 3: Writing Task Using information obtained in Stage 1 and Stage 2, work out a strategy/a plan to improve the administrative activity of Romanian ‘Pubic institutions, Two strategies/plans wil be obtained this way. Group Al ‘Grow BI eS ro ‘Students in Group At will work with students in Group B1 Students in Group A2 will work with students in Group 62 ‘Stage 4; Oral presentation - debate ‘Task 6: Name someone in each of the new groups (A1+B1) and (A2 + B2) to ‘Present the strategy/plan to the whole class. Discuss each strategy {and decide which one should be adopted. 38| I Unit 3 ~ Easy Aetmitaton| SECTION C\Language focus G.1 Expressing intentions Read the dalogue below. Both Elza and Sylvia speek about some future: ‘actions. Underline the structures used to speak about the future. Which have ‘the meaning of intention? Is there any difference of meaning between the various inguistic devices used to express intention? Give your comments on this: Elza: "Do you know that there's only one week lft until Ann's birthday?” Syva: "Yes. 've made some arrangements for this. Te dso thought ofa nice birthday present for her." Elza: "Oh, have you?" ‘Sylva: “Yes, T'm going to buy her a handbag. I saw it in the shop next to my office buiding. Tt fis her new pair of shoes perfectly. 1'm going to buy It this aftemoon liza: Of, good. Tve been so busy in the last three weeks that I didnt have time to think of it. What shall I buy her? By the way, you know her better. Does she like classical music? ‘Siva: Oh, yes. Much. a Eliza: Good. I will buy her some new COs. Sylvia: Great. Shel ke that. €.2 Work with your deskmate. Make up short dlalogues, on the following subjects, using (wo be + going to (0 express panned intentions and [_ str shortinnntive ‘er cecions made onthe spt summer holiday next christmas i next weekend your girlfriend's/boyfriend's birthday party your career 39Pubic Administration and Profesional Communication G3 Revision of future forms in English FUTURE SPE FUTURE CONTINUOUS, ciate! ieee | memes | Semmes mec nee future 26, This ine lomo we be Bisse a ‘Sica "ina whichmavindiommnin | zing | sealer ataenena fete ‘eft ‘ibevcange sb ar [heen ea | eateureeti fare fastens wbicheecanna | buts ontto 09 flys trang tapping seated |ccrae | Miyrcmpwtayeeine ‘nse weatenoLe sue | Take aea | PRESENT SPL terwehwest | fer meng) aeovterushavet | sbeuterwehae Selirrnatain’ | Seber a teeames” seo hasbeen ssi SHALL is used with I/we in questions, suggestions, offers or when asking for advice: ©9. Shall we dance? Wat shall say? I WILL is used to express offers, threats, promises, predictions, warnings, Fequests, hopes, fears, on-the-spot decisions (main with: think, expect, believe, I’m sure, hope, know, suppose, probably): e49. expect well hear rom him soon. | Time expressions used with: + Future Simole & be going io: tomorrow, tonight, next week/month, in two/ three days, the day after tomorrow, soon, in a week/month, ete. + Future Perfect: before, by, by the. sentences with this tense) + Future Perfect Continuous: by..for ime (NB! until is onty used in negative 40Unit 3 ~ Ear Amistraton Put each verb in brackets into the most appraprate future tine form. More than one answer may be possible. 41. 1'm afraid I can’t accept your invitation for Saturday evening. Ny husbend and F (go dancing). 2. what time (the train, arive)? 3. Look! I can see the boat in the distance. The fishing party (arrive) very soon! 4. What (you, do) this time tomorrow? 5. After she passes her exams, she (leave) for a holiday in Greece. 6. They (get martied) whether you lke i or not. 7. As Soon as I finish eating, I (start) cleaning the house. 8. Lam tired of watching TV. I (turn it off. 9. By 9 o'dack tonight, we (party for 24 hourst 10. Tomorrow we (probably, stat) doing our English homework. 11. L watch a movie every day. At 5 o'dock tomaxrow I (watch) "Shrek", 12. Lope they (keep) their promise and (help) me with the housework. 13, Lcan't see you tomorrow! I (interview) candidates all day! 14, (You, go to the store) later on? T need some cigarettes. 15. By this time next year, I (graduate). I (be) as free asa bird! 16. (We, go) now? The movie (start) in 30 minutes! 17. L bust they (Come) tomorrow ~ that’s what they said! 18, Mother just knows Jim (not marry) Sandy! 19. The leaders have finally made thelr decision ~ they (close down) the plant 20. (You, come) already? Ym tired of wating for you! C4 Translate into Engliste ‘Lam inedint pe prtenul tSu la simpozionul despre “Strategi nol in administrate publics, ut recent ia Constanta. Am purtat o dscute interesan cu ein tinpul pauze Am aflat astfel cS sia (cut planuri saroase pentru restructurares instindiel sale Intentoneaz5 58 reduc mums de departamente sisi introduc management matricial. Miram dat seama cS s gindit mult Ia toate aceste schimbiit, Vrea, de asemenea, 58 angajece eSyvo tne special instru In probleme de maneyement 3! eiminsrabe pubis ‘2pabil sk denote statu funcionaruu publ, Nu ge gBndize ceva fece ou cl care nu $2 Yor putes adapta nol structun. Vea #84 ajute, oferindute clteva programe de recalificare, aPubl Admiistreton and Professional Communication ‘desi crede eB mul dintre «i vor pBrdst Intrepinderea, Totus, acest lucns nu ve afecta Jimaginea institute al Bre! prestigiu trebule mertnut A fost o adevlrat plcere 38 vorbesc ‘cu un om ea et 2» Predicting » Understanding the main ideas > Developing vocabulary referring to the structure of the public enterprise > Developing speaking abilities » Dealing with semantic aspects > Developing writing skills (discourse markers) > Practising language structures (the plural of nouns) aPublic amination anc Professional Communication PUBLIC ORGANISATIONS: GOALS AND ACCOUNTABILITY Pre-unit research + How are responsitilies(ypicalyorgantsed anc cigea mene Romanian pubic ‘edininisraton system? (hierarchical structure & levels) +The pial management structure and hierarchy in a Romanian prvate company ‘A.1 What do you ink? ‘+ Try to guess what the text is about startng from its tte, + What does the noun "accountablty* mean? > A.2 Below isa set of statements. Read these statements and say ‘hich is true and vitich is false. Enlarge your answer by seying hy you think so. 11. Managing in the public sector is different from ‘management in private business. Bankruptcy is @ serious danger for public organisations, 3. Public officals are expected to act as stewards ofthe public interests and the public purse, Public officials are not providers of goods andl services. Public organisation should be held accountable to the public 6, tis not necessary for public bodies to operate within a strict legal framework. “4Unit 4 ~ Public Organisations: Goals and Accountability 7. Private organisations can do anything which the law does ‘not specifically forbid or prevent from doing. 8. Pubic exganisations can only do what the law permits for them. A.3 Check your answers while reading the text below. In pars, ‘dlscuss the questions in talics inserted in the text tis obvious thal manag th pul setor 1s ferent fom the maagerent in prale businesses ina numberof ways. Fs, the goals ace set by palicians. Secondly, the criteria of success ae lave lo those goals and cannot be reduced to a “atom ne" prof ross. Public organisations canol go bankrupt because they do not rely on the matket for revenue Governments command tarafon and public bodies ae genealy franed, whol or party, from these finds. There is 10 cash nexus the suppliers of most pute goods and senices and ther consumes. Commercial public bodies, the the Post Offce and trading department of focal autres, wich charge the publi direc, can sl be sibsisised if they incur ofits. iis ofen assered that absence of rmatketclsipie resus in neticiency and waste and that the managemertfune6on in_ pubic bodies is, therefore, a dion of the private model What ts the basic principle underiying (private exonomic actives? Wat about ‘Public management and administration? betwe as Prt gana a gen goss wich eect the puposes for which thy ent Blin conta 10 these of pvale bodes hy tent To be compe, vagy dened and ton cotiig. 1 ig wall Known hana Herel deecrny, polis have the tack of tying > saty many rent nerests an of grag these io be polos which publi bois purse, hereto, he ne general essed goal, te werk cpa 1s because of te many ret areas of cnc for govreent that goals may olen cont For exampl, government may be commited © reticle tan ad, a te same ie, expanng dwcalnn. Goverment pursue mail goals wich «59 doo coninousy dspued as second nerests ehatenge bam. Pubic atic, unite pra sector maragers sxe alo faced with fequnt changes of goals, 25 ler pola resus fre raw nogolec oer ce hangar In poze! lends ceca new perio, Can you think of recent examples ofthis: sind in Romania? The dtbuson of respnsbies anang pate igiisions is ano 2 omssevence of poli oveiteraons caer tan of lg, eeonoies oFPublic Administration ana Profesional Communication ‘organisa pres. Ns pol uncon er one vd ct government ose gods an pals and for sot vel mpm tha, Pos developed ‘by bDoparnent or Escalon an Employment for ‘exam, 2 cri oul by univers, clog and {ocd edvaon autos. The #26 an cape of pute craven, and be ean sparen of | eting 2 poy inplemeiaion nscale al ‘thar ofen a lack of eon by palysrare ove thse caning opti. What could be done to improve this situation? ‘As poll ergaricatns, publ compares ae nad acento toe pub ay serve. The ‘sooely Is escaly inoresed in what these ‘organo do and how thy do at Tis Is ocause publi beds are ofennopay prides, oavng the pbio no chice But 0 ke wha hay ‘supply. Alo, pble bodes can arise powor 10 ‘ensue complance of pub ans, Sing pope oF ven depiing them of fr Wey. They provide ubcand mas good which docl afet he gusty mary ea of coil fo Fm ours inka ve and _eniernmenl canting buking dass an and Tetlo,2selzons, conumers art lapayrs _ae eicesed in Snowing how the publ power is ued, whl values flee inthe deine made, he pubemonoy i sed edenty 360 inprre te quality of be sovcns provide. Its is exerci of pubic power tat make il necosay fx the pli rgarsatins fo bo hel acount in a oct uly Publ lil expected fo sch 1 Sowards of he pute rect ant ofthe pubs pe. 'M pubic bodes oparte win a ate legal tener. Unie piv eras, ich can do nya wich Ie aw dove ol ep ior erent thm for doing, plc gaia can cal wha thaw pects nd proses or thar, ‘Trae a lepale now 3 travis, coring to wih jules mus ba abla fo pit gal aubony for th actions Fae o excite leg responses, or acfons hich zn xmas of Siege avon canbe mda erste by ecouts, (taped and abridged tom Snanaging the New Publ Sones” ‘is, Dan Farnham and Sys Horton) A.6 Complete the following sentences using forms deriving from the words given in brackets 1. People hope a lat from the following ..-s. (to elect) 2. They have to change their management style as the company has... serious deficits. (to incur) 3. This Isa good report where you can find the. elements of the subject. (calience) 4. Tha democratic society, public organisations are... to the publi. (to hold ‘accountable) 46Unit 4 ~ Pubic Orparisatins: Goals ana Aerourtabty Due to bad management, the bank couida't escape . . (bankrupt) Elected ..s are accountable to appropriate ministers, (council) Public bodies can exercise power to ensure .. of public laws (to comply) ‘The... ofthe problem brought about serious disputes. (complex) ‘A government may be committed to taxation and, at the same time, ‘education. (to reduce; to expand) 10. The new business involved large capital .s. (to levy) 11. Public organisations regulate socal if by licensing drinking, driving and (to entertain) 2. They need from government in order to implement to project. (to subsidise) BECTTONI — accountability in the Private Sector 2 nd henge an ps rae 2 pape | SO cere aeareinaearai scart saat iyo Ne ony an ero amc mee ea aay ek con ‘The base nolon of anounlably i al thos> | wich, Tho pthale cedar presumed fo have deat ‘ang on behalf anor grson orga, report | wayset acount aval bok ioe paren or ci, or are responble » | Tha managment of a company is expected lo them ih some way. In aher words, is Is a | aol for be bene of Bs sashes. By Law and Pncipatogontclatoship whee the agent caries | custom teh respon fhe board of ceeds ‘ut asks on bea ofthe pines and roars on | to act te nara ofthe capany and, trough how ty hare been peroraed, Some tind of | the hess of he enable, Abo ownership account nade whenever there axe | whol a paraly cic fom opeaon.Produon tiers relontips ora reatonship between | wextors are annual o managers, and ae pad 2 Pincipls and agent, ert ena thal hase | wap in exchange fr fe onthe fb. Manager, ‘wih autonty ct scong th uma onere | tun se sense oor, ad are ai aay ”Puble Adminisraton and Profesional Communication for sresing and siping rosuson Fray, ha | sozounabl to th board th boa i crontab fo owner a axcmunitio customers, and colec | the sharhoties Thee is a dea ine of || rofl the excace of revenues oer cool kek. | aczounaiy tom management lo Be board ad, ‘ange for ogating and nenitring tbo whe | tly the sharcholiers fl process. (Adapted and atritged rom Sptanapng the New Pe Serce’, 1 The cle exes and ober managers ae | anapingthe Mew ube Series 8.3 Reading for deta I fend TXT 82 aeons the questions It 1. What ther scotty devices re therein the rate fl sec? 2. inwtat ay con scurtaby inte peat setr be , considered nde fr the pub sor? [ 3. Ho does acortabity inthe priate sector work in price? 4. What coun robles mayor nthe rhea in the puke secs? Timo ao oer aconitity docs hte | tosonsadiage tatociacder answer — [| pil scr. rp seach a in | ned teres tl ddd taint ona cc enna | end na paren Scio bo sen pia a0 2 cna | Ascii eos te pal sea rmeanae of putea, Second, the company | se insessrgy seen seamed br bepibicsacr, [| congale fr cpt ononmercaleims. Maxesthe | irs, he gona move to pkatsaon ln goverment canis! monlig fis vesinent and barowng | 1s at estin par, = ove o improve county | programs and is ste! te judgement ol retry | end thereby efeincy. Sacondy, pale socr agen for ls pups. They, foro se teas of | sccoutabily mdbads ae being induced into the late over of merge ans be evorptacant chars of | puble str This does not moan that puble Insobeney. Fourtiy, te prosarce of conpetixs | agencies shoul ell cares or be ebjct to lke means cusomers wl goeeaahareit nc salsa A | over. these were te they woud no orgsr be in tbe ‘hose pins neal hal be xgansaon has org | pubic sack. Tisimeans ta greater allo choud be restore lo parm, Ghen the uncer ofthe | made lo develop peromanoe inde sda to bins envionment tri tte eoculy fone | toes In the pale ecb, may seo moan less for any employee. From te Nghost evel down, ro | seourty of nur for orplytes on te gous hat | Lona le quarantined the postion in the sanpay, | india wt ba mete wing prorm i ey are ‘becaute coined enema! ofen coeona | not guarnter ajo bro. The pate sc cane ‘on personal and compa paormance. Avoca of | ae the model of soauraly fom snober pon of 48nt 4 — Pubic Organisations: Goals ang Aecounabity view aczsuntlily raontips. Compared to he | prblns, ‘onlun ole pul ssl, ais apparent faure | Whenever pica re separated by pets, of sconnishty, prio caclr sconrabity | theo ae glen poblens of aout slatortipe ae relay wal own and slg: | However, hare ae come derences.bebeen ad. OF cous, te prosumsly siparor pres | pubic and vale lars of aomumabiy. The vale ‘eer aceon sande, wich may rot werk | socor has co. ral eqvalan! plea! Serecly in pracica. Management may ignore | sonunlabay, or which racoe measures ae never sarcoters and Wel te board 2s teva The | tk tbe our, Poca anual makes much ‘hare price ant raring e import measures | of the pubfe escort in kr, rater than €tperrmance. Thee may be ae hiden gol, | ferertin det cher thn fk When ouvaxtip and mansgoment | (Atte and aeiped tm ‘20 sepals, tere wit alnays be accouiatity | Zeca faron an Sine eran) 18.3 In the terts you have read, there are words whose pronunciation may partly remind of other words rom which they differ in meaning. Example: responsive = answering responsible = (a person) legally or morally Kable for carrying out a duty {Chose fram among the following meanings (8-0) the right ane for each of the words given below (1-15): @. |having ability/power/skill/knowledge to do what is 1. |continuance needed 1 |n competion; for which there s competion, 2 contin _ [suited ton accordance with 3. |eompetent [ime for which something continues; duration; 4. |compettve 2._the state of being continuous; 5._|eompasbe f._[thoughtfl (oF the needs, ec.) of the others 6. [human 9 foest, much, important; 7. [humane [that can be compared 8. |eonsderate mesures or judge by coming avng todo with | 9. [eons comparison; 1_[having the quaies tat estnguish many 10, {comparable [lender kind hearted; 11, [comparative 1_|from here, from now, for hs reason; 12. [hence i, [tad to (the va, powers et.) 13, [enhance [Convincing 14, [condusve ._|coming/bringing tan end 15. [concicing |Publ Adminsvatn and Professonal Communication Bx 8-4 Wniting — Discourse markers Gil Public organisations are given goals which reflect the purposes for ‘which they exist but, in contrast to those of private bodies, they tend to be complex, vaguely defined and often confcting, ‘AS we all know, in a Herat demacracy, poltcians have the task of trying to satisfy many different interests and of integrating these into the policies which pubkc bodies pursue. Therefore, the more generat the stated goals, the wider their appeal. It is because of the many different areas of concern for government that thelr goals may often Confict. For example, @ government may be commited to reducing taxation and, at the same time, expanding education. In conclusion, Governments pursue multiple goals which are also continuously ‘sputed as sectional interests challenge them. The second paragraph of the above fragment explains why the goats of public ‘onpanisations are more complex and often conflicting as compared to those of private bodies. It 3 well-built up text, with clear divisions of meaning, marked by \certain linguistic elements that support the structure of the paragraph. 8.6.1 Read the text carefily and sect the words and phrases ‘that mark the structure ofthe text contributing tots ‘cohesion. Compare your list with your deskmate's and ‘analyse them together showing the way in which these ‘elements connect various paris ofthe text (e.g. They may ‘lustrate contrast or similude, create parallel structures, show consequences or order of arguments, focus on conciusions etc 8.6.2 Now vite a paragraph of 10 lines using discourse markers as: for the beginning, first of al, then, from that point on, hence, ‘therefore, so, accordingly, consequently, apart from this, moreover, in addition to, in contrast with, finally, in conclusion,[ Unie 4—Putle Organisations Goals an Accountabity [ SEGTIONIC- Language focus The plural of nouns Jn English, the plural of nouns is formed by adding: + -stothenoun — catcats . + -es to nouns ending in~S) -s5,-x -chy “sh bus-buses, dress dresses, fax: taxes, archrarches, dshrdishes es to nouns ending in consonant + -y _treaty-treates, party-parties 5 to nouns ending in vowel + -y toy-toys, key keys ses to nouns ending in ~0tomato-tomatoes 5 tonouns ending in: = vowel +-0 video-videos = double -0 tatoo-taboos - abbreviations ending in—o _photo-photas = musical instruments ending in -o callo-colos = proper nouns ending in ~0 Navajo-Navajas t Note that some nouns ending in -o can take ether ~es or ~s to form the plural: [ buftaloes/buffalos, mosqultoes/mosquites, volcanoes/volcans, 2er0e9/2er0s, tornadoesjtomades ‘+ ves to some nouns ending in-f/-fe wolhwolves, but: chiefs, roots, cif, | safes, etc [ ‘+ some nouns of Greek or Latin origin form thelr plural by adding Greek or Latin sufftes: hasis bases, crisis-crises; terminus-termin; crteron-crteria, [ ‘medium-med, etc. ‘Compound nouns form ther plural by adding ~s/-es: l + tthe secand noun ifthe comound const of two nous: shop asstant~ shoprassistants, I ‘+ to the noun if the campaund consists af an adjective and a noun: steering l wheel - steering wheels, ‘+ to the first noun ifthe compound consists of two nouns connected with a [ preposition, or to the noun if the compound has only one noun: mother-in-law ~~ mothersin-law; passer-by ~ passers-by, ‘+ at the end of the compound If itis not made up of any nouns: merry-go-round [ = merry-gorrounds; forget-me-not ~ forget-me-nots; runaway ~runaways. [ ‘man - men; woman — women; foot ~ feet; tooth — teeth; louse — lice: mouse - mice F child ~ children; goose — geese; sheep ~ sheep; deer ~ deer; fish — fish (bu “different fishes” = species of fish); trout — rout; ax ~ oxen; salmon ~ salmon; spacecraft - spacecraft; aircraft - aircraft; hovercraft ~ hovercraft; means ~ means; ‘Species - species 51Public Administration and Professional Communication ‘Uncountable nouns Categories of uncountable nouns (these nouns take the verb in the singular and are Rot used with a/an): + mass.nouns (ids, solids, gases, particles): bad, water, Mour, ar, etc. some abstract nouns: advice, Behaviour, information, intelligence, traffic, peace, progress, traffic, truth, work, ete. + sollective nouns: furniture, jewelery, luggage, money, rubbish, stationery, etc. ‘Note: We can make an uncountable noun countable by adding an appropriate ‘quantifier. 9. 2 bottle of water, a loaf of bread, a cup of coffee, two pounds of meat, etc. Plural nouns | + Skects consisting of two parts: garments: crousers, shorts, ett. Instruments: compasses, binoculars, etc, tools: scissors, etc. ‘+ arms, ashes, barracks, clothes, congratulations, earnings, (good) looks, ‘outskirts, people, pole, premises, riches, stairs, surroundings, wages, etc. ' Group nouns (army, audience, class, cub, committee, company, council, crew, crowd, family, jy, government, press, publi, staf, team, etc) can take either a singular ora plial verb depending on whether we see the group 3s 8 whole or as individuals, 9. This family consists of five members,/ The family were all gathered around the dinner tate. Practice: 4, Write sentences to lustrate the differences between the following nouns used in the Singur and in the plural: 1. glass vs. glasses —Zbaies. hairs a 3. scale vs. scales 4-custom vs. customs 5. paper vs. papers 6. wood vs. woods 7. work vs. works 8. people vs. peoples 8.rain vs. rains 82Unie 4 ~ Puc Organisations: Goals and Aecountbity 10. experience vs. experiences 11, compass vs. compasses 2, Translate the folowing sentences into Romanian: a. The garden displayed wonderful colours. b. People should respect the colours of their country. The commission cannot estimate the storm damages yet. 4. The victim i entitled to claim damages. . The visitors have learned interesting things about the customs in the area, f. For reasons unknown to us, the customs were temporally closed. 4g. Ten minutes later, the gate opened and we were let i. fh. Unfortunately the point has not been recorded inthe minutes ofthe meeting. 3 Flin the blanks with suitable forms of the verbs and nouns given in brackets. ‘The shears. (to have) been lft in the barn. ‘The shorts (to fit) him well. That is why he has bought two... (shorts). ‘The luggage .. (tobe) too heavy and you should help her. ‘The people on the beach .. (to have) witnessed the whole scene. His knowiedge .. (to be) absolutely remarkable and he has been awarded the first prize. The money ... (to have) already been sent tothe seller the recent information ... (to help) them to clarify the problem? the news... (to make) you change your mind? ‘The plier .. (to be) near the screwdriver. 410, Yesterday fe bought two... trousers. + the plural of some nouns have two meanings; + there are nouns that have only plural form and take the verb in the plural; + other nouns are siogilacin form, plural in meaning and take the verb, inthe singular; ‘+ mews plural inform, singular in meaning and takes the verb in the singular. 6 7 8 9,Public Administration and Professorl Communication» Understanding the main paints of a text > Dealing with semantic areas and text cohesion > Making summaries » Developing vocabulary referring to public enterprises > Practising English idiomsPubl Adninistaton and Professional Comminiction KINDS OF PUBLIC ENTERPRISE ‘Mejor fees oF act f public enteric in Reman. J} transport, regulatory authorites, financial services, public enterprise, land tansport, government ownership, agrcultural 1 ‘marketing, public enterprise, utilities, postal services, public tities, & ‘A.1 Allin the blanks using one of the following words and phrases: Enterprises in competitive environments are 10... wich compete direct with private companies and in the same market. 2... provide services considered essential for econcmy as @ whole. 3. Public enterprises provide many services including: ..3... such as gas ‘supplies, electricity, sewerage; .4.. such as ral, shiping service, atines; 5. such as insurance companies, banks; and ..6... The ‘common point of al these is their 7. N 4. #..1...18 3 company which sells goods and services to the public, on a large ceale, i 5. Uke public utes, both ..8... and...9.. are essential services, but, unlike them, they face competition, { ‘6. The main asset of 11. isthe coercitve power of goverment.l [ Unit S~ Kings of Publi Entergrie ‘and marked by square brackets: A.2 Read the text below. Sic fragments are missing from it.The ‘blanks are numbered M}.£6]. ‘Separately, you find sic fragments marked a ~f. Insert the fregments (af into KINDS OF PUBLIC ENTERPRISE A pub eter a prior tnd of statay utory, ich sale goo ne seve ob pubic nage scl, wih anlar aang in the fet instance tothe auboriy ta. Moc ube tears on he onal scr, nope wh beanie ndopodinee, Pb epee roid many saves lung utes sch 2 crmmurcaons,eecay, gas exp, water and sewerage; anspor, such = a, anes, siping ore an urban ple anpa ani aie, rlabiy barks ard navanoe compan, end ‘aati maredng, 1) Th oly pit commen of ‘tec is ta goverman canes. Publ ities prvite cans - wal, sonra, lcs, ga, and teommuncstons- conse sssenal ote ccorony a wine, Thase are usualy provided at canis wth ‘onnecons Io housshelis kom a netwtk This ‘alos or wo unusual eatues (2) ‘Secondly, th ossertal nate of pub ues rneane the conioos thy sips) se policy sense, wih reat douptoncsitg Weippe 2 Ineuplod. Walr and sonerape comecione ae ats of puis haah wel ae natal monopole; ‘moderne wou acm leat wet ec ras.) ‘A a aul of pola sony and fe taney {onairl menopy, many goverment have i aly fovoued outiah ounetip of pubfe ites Tete have been vaious egunens agane! he ‘inept of nail monopaly and of govemenis 7 the text, so as to re-build Its meaning, ong wie. Prvaaon hes ecced in reas of "ature monopoly and isis a Kod tal contiue However, fr ple! easis, no goverment cout ltl soc Real om pubes, atough 8 cull usinumenle aber han ower Even alias wee cold 1 pa enepries, ovement woul be ly Jo rani fay tht ental tough eguate, Land taxopr enoarpasses the varus pubic ‘ranspon sjtons wibin ard betwee cise andthe Pel cenko il evoyhere provided by ovetnment. Al ist glance theee seam nial patrarsin orn, bu they do share ear charac wise 4 In he Und Stats, or exam te peal ned UPS a Fda Express compel wh he Us Poe fice end have 9 roster shar oh pace ‘make tan deste publ etre, The ete mak |s an esol sevice, bt, whe onary tater Avery may have ‘ordories tonass natal man tax compotion Rom aes al coer sens, fat and oon mal ‘The compotion in puble vanaprt comes fom Prvle vanspart Tar is ey eanpeton tom tucks, wile publo passengar tans and busee cumpate wih pale cr, sins and pale buses. Bo publo tensprt and pod canoes have a ropansty fr par fanless. Th openly of lle taper to mat loses hase arundown in syst, a capital pending ic delayed and unions ool woking conitoneof str age.Public Adminstration and Professional Commu Ices ae acs or srvcs cut governments have 4o face subsalil poled cost. Eten i fever lizens ve public enepor, they sl stm to want tho sevice caned and changs a not made, caning lossesinpose rete presse onset Sah budgets Pubic Kanspart soens uray fo be Patealay profit, o thal private buyers may be hare, aaugh Japanese Naor Ralwsye has been pated and sot no swverel pazsonger ‘always and 8 sured igh ay. Alhough the postal svces in sme counties have bean aston lage actual pvatsaion seers some tance awoy. What is more Waly is 10 alow competi Braugh derepdon and removal of rovsinssuch a ably monepoly on tr ma incre sow val competion. Those ae tang enlepees, which compte testy vith pevsto companies and in he seme rmaot Banks, aarance compares, atin, of ceampanis fl In We eaogory. For inane, The French govenmertowed carmater Renaut competes wih Peugeot voen and the ober European carmakers Not aus, te farm of ible enerpise ie te one mast exerd in any exison of ow a sale down te pe eet, In the early 1850 tho ft of pute eniprees in cemelive enveamenis hae conssraby been 1e- oat by pean (5) Loverrmenis have lnvoWed themselves ith lenpiess in corgi envionment fr many reatons when a compan fal n Be markepce to fim compotn omar coool of algo Int ortr ober reson, Tere a aco enepias that ae prt of the a Atelecommunications network Iss business. Ifthe service provided Is. “unfairly t can quicky become Ey ication ube erste sector according to the defrion Used, Thay ae govermentonned, and fans hoe chest he eof comme. 6) “The min reason for ating a pute oa for onmodes is ta eo mate es, agregate culcomesin he rang ral pedice ean mae ‘vane worst Tho pie ean be ven don by competion to lovls below cet hep of te new opi urtrown by the time th poe 0 to be maskle, and cu te inlaionsl campeon rary comedies sro had t> market rly goverment (by roguaton) can cose a potuces ilo obeyng. an ordely mating seheme and Iarkeing boards olen have 0 rel azete beyond thee regtry powers. This use of compusoy scuiston or compulsory puchase is veal sinqshs bis group of enlace, as hak man ‘sao the coercive power of government ‘he stove extoganes show song Inkages botmen goverment mnarcip and goverment regdaton. Regalo san inp characte ot pub eres, Publ uli may hea endnoy to nara monopl in most af thee operas, bl Ws moe oes rood agave menopaly 25 well Pat fhe renewed pli intra in pub entptca has beon a feaseosent of he nati» and ated ofthe cogulony environment Int, ough, te debe over pitatsalon and. 20- county tend to be alone, whan the erences beeen puble enerpiees shad vealy ‘ply tha each yp bo examina oe eis (Adapted ond abridge from "Public Management and Adinitraton" by Owen & Hughes) imitarly important, especially For inadequate in some way, or priced Politica issue regardless of ownership ofUnit S~Knds of Publ Enterpice the industy. Because of poltical sensitivity, governments often allow Feduced rates for utilities to certain classes of the disedvantaged. + Both are essential services Ike public utilities, but, unl them, they face ‘Competition. This is usually competition from related industries, although direct competion can occur. + Some countries have government-owned oil companies, motor vehicle Companies and tobacco and alcohol companies. Indeed, it is hard to imagine a particular product or service, which has not been government- ‘owned in at east one county at one time. A question rises here: if they are profitable and do nat operate differently from competitors, why should they be government-owned. On the other hand, if they are profitable and well managed, why shouldn't the ‘overnment keep them and use the profits in some socially productive way? First, the household connection means there is a real, or at least a tendency towards, “natural monopoly". Once a netwark is established, it ‘becomes continually cheaper to add extra consumers. Competition is constrained, as the cost of providing service to a new customer for a new entrant to the industry must be higher than the rate which could be charged by the incumbent. ‘They exist in some countries by use of the government's legal powers, such 85 to compulsorily acquire commodities, particularly rural commodities for further sale or to require the purchase of insurance for motor vehicles. 59fb Adrinstraton and Profesional Communication A.3 In the text above, business environment is lexically expressed by words and vases that refer mainly to “market” and “france’. Skim through the text and Select items that fall these two semantic areas. There are also lexical items (ot ore direuly elated to business environment. Mention them separately 25 Soe pots panties tescene 4.3.4 Check your knowledge! Pair work. Work with your deskmate. Underline twe words or expressions that identify’ two important. business concepts/notions. White them down on 2 piece of ‘paper and give it to another pair to define them. ‘Ask your coleagues to read the definition akwud and say ‘whether you agree with the explanation or nat Correct ‘or enfarge the definition 1fnecessaré. 8.1 Making summaries 2. Using what you've aleady leamt (Unit 2) about summarizing ‘techniques, vnite a summary of the text, not anger than 12 lines. ‘. Now work with your deskmate. Compare your summary with your coleague's. Write together a new summary selecting the best parts of your previous drants. oUnit Kins of Puble Enterprise [ 8.2 English Idioms 8.2.4 Complete the sentences below by selecting from the following Ist of ‘ioms: ‘in one's ovn geod time, 10 play time, on time, to be behind the times, in time, to be pressed for time, to keep good/bad time, to have the time of one's life, in no time, time Flies, to take ‘one's time, in the nick of time, time and again 41, Don't be upset! It fc the telly ...n. » You watch the fl tonight r 2. "Is your daughter already in high school? I can't believe that!" PVCS. ne p 3. Don't expect him to share your views! You know > 4, Our partner always comes [ 5. Mr. Davidson works well and he... when he writes a report. 6. T'm sorry, Tm late again, My watch needs repairing. It's clear it f recently. 7. Te told my Son... 40 close the window when he leaves, but he always f forgets. 4. Taso the pat to isthe ast bus hone 1st jumped on I 4. san teresting documentary on. TV but unfortunately, Tan see at the moment. Thve to Mash my ey. I 10.He ad been retctnt to spending thelr holday in 2 ile, but ow he an S0y be a tee, 8. 2.2 Translate into Romanian using idioms forthe fragments given in tales. | Use a dictionary, if necessary: Nu ingeleg de ce este asa de supSrat. Am fScut tot i timput meu liber, "Nu mai suntem asa de bun prieten, dar ne viatim dia cid in cin. ‘Sunt foarte fercita C8 am venit a Gimp ca s8 prin cununia lor religioas El este congtient oi planul su 2 esuat. Acum inueaicS doar si cistize timp, Este intr-adevar foarte térziu. Te pot! increde in ceasul meu. intotdeauna ‘merge bine. 6. Nick este un instalator foarte bun. f¥ poate repara robinetul ct af 2ce peste. aPublic Administration and Profesional Commonicaton Language focus G.1 It's likely that postal services will be privatised in some countries. “The same meaning may be expressed as: Postal services are likely to be privatised in some countries. fennel certain/uncertain, seat aterm a G.1.4 Turn the following sentences according to the model above. 41. Tt untely that the government vl reduce taxes. 2. Teas bkely that they had stuched the case carefully. 3. It is certain that passenger ralway will be improved. 4. Te was unlikely that she had turned down his proposal. 5. tis untkely that the sellers teling the truth 6. 1tis certain that they have changed their strategy. 7. Tewas certain they would demand more money. 2) Lwish he would write to me. ===> ei to write ome abt 'b) Twish you wouldn't make @ mess of it. <=> plese dontmake a mes aft C.2.1 Replace the sentences in tals by equivalents using ‘in order to express a nat very hopeftl desire about the future, as in a) above ‘and a polite request, an alternative to the imperative, as in b) above. 62Unit Kinds of Pubic Eterrise 41, Father has got a wonderful watch. 11 ike him to give t to me. 2, Tomorrow we are having a meeting with an important partner. Pease don't be late! ‘Don't watch TV for hows! You have an assignment to prepare. 4. Tve seen a new dictionary in the bookshop. J dant think J have enough ‘money to buy it 5. Peters so absent-minded! Its going to rain and J doubt that he has (taken bis umbrola. 6. Mrs, Johnson wants her son to get married soon, but he stil hesitates. ‘She's talking to him: “Td fke you to make up your mind and get married. Julia 3 wondertol gt" 7. Jane has heard her parents shouting at each other. She is giving a party tonight and fas great doubts that they will make up to each other unit then, 8. Jane's father always speaks about football when they have guests. It's ‘such a bore sometimes! Their neighbours are visitng them tonight. Jane has just said to her father: "Ph YOU rn 9. David always goes out without @ hat, even i the weather Is bad. His ‘other has almost lost hope that he can change himself. He is going out. However, mother says to him: "TWI5h YOU nun" 10. Don't mic up these point! They belong to two different areas ofthe project. €.3 Translate into Engle Viafa In mediul urban nu poate fi conceputl fr8 servic de furnizare a ape, clectrcitsi si canaliziel € posibi ca privatizarea s8 apard in sfere ale monopolului natural putin probabilca transportul de mérfurl si fe meninut la acelag nivel ‘As vrea 8 partidp la simpocion dar ma indoiesec& mi vo! ntoarce pn8 atunc. Dan este necijtc8 nu 3 obtinut permisut de conducere. As vres 53 nut 3Public Administration and Profesional Communication vorbesti despre asta. + AS vrea s8 nu mai faci atétea gresell de ortografe +E putin probabil c& transportul pubic va deveni un sector profitabi. + La prima vedere, sistem transportului de stat s sericle postale nu pot fi use impreuns intr-o casifiare. Cu toate acestea, ele au céteva caraceristic in comun,» Understanding concepts specific to public administration > Developing vocabulary for public administration > Developing debating skills > Practising role-play » Practising language functions (giving opinions, suggesting, agreeing, disagreeing, interrupting) > Practising language structures (“would rather", "had better") 65Public Adminstration and Professional Communication SNe eerie PUBLIC ENTERPRISES AT THE CROSSROADS Pre-unit research ‘Famous cases of privatisation of public enterprises in Romania. Act Discussion @ Group work: Work in groups of three or four and discuss your anticipations about the text. The fellowing ‘questions may hel 1. What does the tte of the text signify? 2. What element(s) in the structure of a public enterprise may justify the tite? 3. Whet is, in your opinion, the main problem of a putilc enterprise that may lead to inefficiency? Sly ‘AL2 Read Text A below to find out how many of your expectations ‘and ideas are confinmed: The quocton of sconmisblly wae the maior ‘cent in pub airckaon states on pubic ‘erp an tauory auoris. ha concen abeul ‘nmap cae much ner. ‘Ateugh he man questo now cary that of ean, tho concem wy scanlabltyremans Ipatant, Problems of azcouiily can lead fo Protlaneofntincy. The major problem of 2 second enterica (60=)istohyorsnatue, Pubic siniistaon scholars claim & knot account ncugh ieprencus feito tenes Bocas of 1 publ accourabiy. The way Bese enlpiose sould be managed er wen fey shout be deed to te pirate sadar contuas t> proocepy 10- srchrs and pacts. Goverents have lng wavered Bebe exten in many hing lao foUnt 6 Public Erterprses at the Crossroads these eno - 2 aecke ty puncte hese ts ‘rd an obs rela tll thm lose. They fave osctoled betwen sid goss, pala! jscties and scaeic mse unable gos on iene, As res, SOEs fax caning 0s, wih an unspestied Fadel! between the ‘ull gods anda igh eel of expectations rom Palas arte bi. Aecoikiy i an cca pit fora ube enerien, Tis cin be easly sen fom the tee ising characterises of ube eniepios: Fis thay a oneed by the goverment escent, they a emened the produaton of goods and servos fr sole; and they, the es revenues Should bea sone rlafonstip to coat These ‘harass can led le cnkson n accunlbiy Pubic enayites ze eyaictonsdosoned fo be 2 arto be government sad, bt aso 1 operate ‘cameetlly. Thay cprte comma but hav no shorebolles; ey are, govormentewned but are oualy ne finde by goverment. They have fo mm management and boss of dross, ba ae sis response oa mins. A publ ela ie tn ecu io meet ote caves, rater fan As simpy fo masnie ole aria compary. Pubic enlrie inticinay ie ot necseey tho real omar; but he ea oft ucts os ‘ona sytem and marajomerprosteses,heng 1s relations wah the jovermen, Accounay raters ar erenty wars in the pub scar an sola in fe publeeibrprie. This mane that ee accoulabiyi @ slcan piven in ton ot essnomeraerale ‘he sepraon of cwerhip and canal in any fentete cess an ayerey prblem. in priale Cexporons, he chahidere! billy to stir sock or vols ou managerent makes hese vo can to the eles sane to omer nae. ne case of govemmentcwnep is very ise nun transerabia share hong rete moon. Those ho contol be pub entrpse pay les tnt Ihe ores of tak taxpayer sharks CConseqenty, groupe why ore concent Ines, such as supers, consumes and omrloyes can uence management a favour tem over be taxpayer: (Adopted and aries fom "Publ Management ora Acmnstaten” by Owen & ashes) 2) Group the folowing verbs according to the suffx their cerrespondling nouns aie based on: ‘2 design, to expect, to manage, to account, to continue, to ‘ststain, 0 perform, to sell, to administer, to relate, to engage, to oscillate, to pay, to justify, to create, to add, to concentrate, to result 8) Ghee the opposites ofthe adjectives below. necessary important own honourable ‘connected, ‘experienced popular certain sled ‘agreeable exible permanent ‘correct tolerant acceptable 7Pubic Adminstration and Professional Communction B 4 Complete these sentences using words from the text: 1. Government .... companies have been facing problems of 2. A public enterprise is often required to... ther objectives than ‘maximising profitike a private company. 3. Sales revenues have to... Some relationship to cost. 4. Promoting public enterprises and letting them ..... are the two extremes between which governments have often 5. Problems of accountability can... to problems of... 6. SOE stands for... (Uhree words). In time, some public enterprises will have to be... to the private sector. 8 Accountability problems are ly worse in the public sector than in the private one. 9. Poor accountability, in ...t0 the economic rationale, is a justification for privatisation, 10, In private companies, the shareholders create Control the enterprise to serve the... interests, 111. Public enterprise inefficiency isnot... ly 8 result of ownership, 12. In public enterprises, the diffused non-transferable... reduces incentives, for those who Debate: Privatisation of public enterprises B.t Read the text below (TEXT 8) in order to get more information (on the subject of the debate and then prepare yourself to take ‘part in the role-play. The teacher will tell you which card to read: Pc enorrs re usualy se up a eatilory utoiles with a degree of managed eam. On the one har, they ao ot as plicaly aznuniable ciel dapsiners ae and, on te ober hand, they a8 nol sunt to shartolters, wich ie ‘sen aba pol tvantage when compared to rate 68 otis, : Even HF pale enloree sezounbiy fn radio, far es than ha thecrfel epi, pbc enepicas do have spc robin fsoouneily ering tor spoon ewes he Wo acs A. publ entries subject to ota infsonce and icUnie 6 ~ Put Enterprises at he Crossroads ‘fen read prone the publenlse rer | Poor axounilyrelorhps alow for evasion than simpy ty t matinie prof tke pale | of responsi; management can tame goverment company. recon: for ary shoeing: goverents con The prem wail be to fed an ecotnsily | blana manapement; brarée ean blame bo [ stem saeco for bath goverment and the | Governments have ofan onsteed te pe reprise. AL present ileent pats of the | eros: to be beyond contol while pute fi acouriabily som have parla poblows. AI | evlopise anayement has been pemanenty oversmentopsaons are undar te contol of | opposed lo what tay oe as unecessary lvls of i ve, but heir has poe gpl hl may | Inkuson bo th aos. So is eeu ha he ro cesar elle ener pafonmanc, Ard, | qussion of pivataon an accra nd [ ln way, unk aomuribiy ne depart be | One ofthe agus fo prvaatan ist puto rile is somehow responsble kr canedal | ownership means an sbsnce of rat acnuntaiy pofamanoe in he matepoc, 2s wh ae pac | Recon govermeris have nil rela wich may formance. aanng hese wo gpasis, pace, | make same dterence Part ofthe puis sat ebm ‘very dicate has td fo prbleme The inter is | proces has nvohed reasstig con over pubic icy lobbied by ere ros, wae, uns, | enlepnes, making hem pay lager dans, 2nd wasters, rd some marr of i giver Wi | doing ber means of ensxing acoso uch corpo, itis aot upring tat ptlens af | success of thse changes Js not yot atin. It secondly om. account f goo andinprovenens ot possible, Publis enor management eaten regarded | te cae or pivasatonbecemes much ongr. = sick atldng, “gut Het cooking, winot 30 adequate esta of tenants and sao, and wot | Atgeted are satan 22 ‘fubte Nanagenent ond Aaminisraton" _ascomoetel asin to pal scr. by Owen Hughes) 2.3 Role Pay. TV Round Table Takk: “Should Romanian Katia System Be Privatised” Roles: 4, Chaleperson: a TV reporter 2. Representative(s) of the Ratvay Company Management 3. Representative(s) of the Ministry of Transport 4, Representative(s) ofthe Raivay Trade Union 5, Representative(s) ofthe Publiclic Aeministration and Professional Communtation Points to refer to: deplorable condition of many passenger train; lack of comfort = expensive tckets without reat cover inthe quality of service; ~ there's no diference as regards comfort between fast trains and slow trains though the ‘kets for fast trains are very expensive; permanent complains from passengers/clents. (Another attitude) + you blame ether coleagues, members ofthe RCM, for lack of accountability + some immediate changes should occur + the reilvays should be privates + people should change ther attitude to work + ts necessary to develop 2 certain system of contol forthe whe activity + when security of tenure disappears, people wil ght to maintain thei jobs, they ul be Imerested in improving the qualty of ther work + the minis interference wil be zero and you can do things your way + you strongly support the idea of privatisation REETEERETE OT ETSCE UOT a] You do not agree with the Menagement representative > People work hard but they are badly paid ~ You are not interested in the dsputes between the ministry and the RCM; in your opinion, these disputes do not carly anything; ane thing is dear: people work in bad conditions ~ You know that privatisation brings ebout unemployment; 8 lat of people val lose the Jats; some of them are too old to be retained ~ Tf privatisation is done, then they have to keep all the people and ensure better work conditions Sa + tis true that privatisation involves sacrifices, but people should accept it + £523 passenger, you think that privatisation wil improve the qualty of the railway services + The present quelity is unacceptable let alone that people have to poy so much for socio bad service ~ + You think thatthe present system encourages lack of responsibilty * Privatisation seems to be the oly way, atleast for passenger relay We should not be afd todo it. Te been done in other counties, for nstance Jopan, and things go wel there.Unit 6 ~ Puc Entrprises a he Cressroeds "Rares aTVE OF (he MBC OF ETSI a ‘+ You are suprised to hear thatthe Minstry has interfered in thelr activity + You think isthe management to be bamed + 1S ear tad management * The situation con be chenged; not by privatisation, but by making the company more accountable, inereesing responsibilty at each level + They have too much managerial freadom but they ae not good managers * Privatisation cannot be applied binly. People should not forget thatthe Railway System has strategic importance an the state cennat leave ito anyone who hes money to bay i EEGHONIG Language focus Q G1 In the Role Pay in SECTION B you had to interupt your colleagues, to agree or Developing business writing skills » Dealing with memos and business letters > Business letters. Layout and stylePubic Adminstration ard Professional Communication BUSINESS LETTERS 1+ {20k a the fagments morked am. They belong toa bushess ktter and have ‘een mie op the to at emer 0 SOUR Ras Tae We teat he computer: Re construct the ket eranging te fagments in the coe ore. (92 ayn 2 Baym oe neti © ase acm bss eae pe Won pW lo 1 Senctiinapieses ssn asta oe Epes (ta Pe ae (€) To Mr Ahmed Abchitah wa gs ur ‘Tet 0ot 7552587283 froma (oe on wow pean (to enn ny eae mx ced Wanita sacs cmv gs batc so meager (issmensteaton Oe ro. Saran Sas Sa [eacimsasaro usm sase deena (Re: ache rea 3 mar 2004 (Son tours as ean cut pee, waco a an impotent to pose pay baton rem a pon Pospoce pay (Vow ova a tg be cy part ured (Wat oe you tal th rcs dived parte shove or bave aed payin. Conan Yael mace ces oly WP corps wee, Piso som wha en apenas ”Unie 7 ~ Business Letters 2. Follow the re-constructed text and answer the questions below: 4. What's te name ofthe company sending the letter? 2. Wien was the eter set? - 1s there aditona information about the companies involved inthis exchenge of icformasen? Wha is the addressee? What is te phrase used to open the letter? Find the tne that gives beefy the purpose ofthe leter. Locate the paregranh showing that the winter cid not expect to have troubles in receiving the goods. 8, What goods nas the sender recelved so fr? ‘3. What i the consequence of this incomplete delivery? 10, What does the sender feel he is ened to? |. Which ine reminds the eddressee atthe sender is walting forthe missing qcods? 12, What phrase does the sender use to cose the letter politely? 13. Who sions the letter? 14. What's the water position in the company? "Note: Ifyou have answered all ese questions correctiy, you have identified al the parts ofthe letter in their correct order 7sble Adminstration and Professonal Communication (Reconstructed text) ISIS International SA Cate 13 Spe, Ho 20524 Sei Helle aaa HeavenonEarth aon See eee meee Ea 23 January 2004 Your ref: 24/a 03 Rom ure Cen/0s tne “os Me Ahmed Abcutan ‘Sales Manager 2aiKa ‘sss Bhoral MP, Inca Tet 081 755 2587283, Fe 081 755 2789013, ear Me Aba pe We regresuty inform you that the prac celvered as per the above order have ante supisigly late. Contary to your usal manner of dealing promptly with correspondence ond ‘ters, tn one seems to have ten neglected for reasons we do pot know tthe same tine, on checking the goods, we have found out that you have sent ony the Bicles an the canned fits. We remind yeu that we have azo ordered! 8 quoity of 50g ot Spices, wich was mesing fromthe shipment. ‘Shoe one of our hotels has akeady run out of ples, we had to ask an important cent to bostpane a party bases on Indian fod. Pease take action to send the spices we ordered as soon as posible. We also expect you to ‘er us an edstonal 10% cscount to be applied tothe above amount of 1245 for specs We look forward to receiving the ceed pat of our order. ‘Yours sincerely ina te (5). Prchase Manager 6Unit? ~ Busines eters LUst of functions: 2. indicates, by initis, the name ofthe person who signed the letter, the name of the 1 typist and the fling code; contains information about the sender (The company's name, address, teleshone/fex number, e-mail address, web st, 1090}; (the form of address used to open a forma eter, helps to trace the leter inthe correspondence flow and shows when the leter was sent; ives the name and address of the addresse/recpient; ‘lls ~ in few words ~ what the letter is about; epresents the formal casing of the letter; ‘ves te lst of adavonsl documents sent with the letter, ‘evens the message ofthe letter; the main text ofthe letter ‘entfies the writer of the letter; tis usually aiven together withthe typed name 2nd tre writer's postion in the compeny; More details about various parts of a business letter | The date. I ‘There ae various ways of expressing date: [ 1402. 2001 \ rosp2008 Septenber 1, 2004 The 14” of September 2004 I > recommended in business letter wring, because i is Gear, it saves time and avoids any ambiguity. The reference tine ' Your ref: DT/H/20R -» refers to the receiver (Our ret: MOfa/ P04 refers to the sender IWindicates, in order, the name ofthe person signing the letter, she name of the typist {and the fling cade. Note that the author's name (the person wh signs Ure letter end Is held response for everyting It contains) is always given In capt letter (Our ref: Metal PO4-» means thatthe letter was written by Maria Dobre, twas typed bby Tenia Anton and can be find inthe fle POS, The subject fine TR's always undertined and placed under the salutation, It tls briefly what the letter is bout Re: Purchase Order no. 35 of 3 January 2008 ”Puli Aaminstreton and Profesional Communication ‘The body of the letter Tei, in fact, the main text ofthe letter. It gives the message ofthe letter. The characteristics the text should have are often referred to as a set of golden rules (the four C's"), according to which a business letter should be clear, concise, correct and courteous. “The texts usually divided into paragraphs: The opening paragraph may connect the subject line and the rest of the text. In this case, the terms above or above-mentioned are used. Dear Meaty ruptions in isto 7 ‘We ace wring to you with regard tothe above-mentioned subject, which, a8 we know, Is entirely your responsbity. 1n other situations, the opening paragraph refers to the source of information, wiih 1s used as a basis forthe letter you are wing: ‘Dear Mr Duncan Fe: Hycrotechnicl equipment "We have found your address in the Yellow Pages/ Jun, -2004 and we have carefully tuted your catalogue fo the above-mentioned products. Doar me Hart Be. Sunil advice We have your adress rom Me Forest ane ou patners in Leeds, who recommended You as an expert accountng. See ee ‘The cent paragraphs dea withthe proper message ofthe ter. Hee, the ter describes facts, gives arguments, makes complains, makes suggestions) ropa, expresses various opinions in connection withthe topic ofthe eter: [A sbsateton tra year 60 Euros per copy. So you want SOUTS 605 Ca, Be) whole ice woud be rm 135 001 270.000 Euros We must sess on that he is de ‘ould yar sease give us more ifoanalon abu ts above Tinea pomuaat We would ke o have > atl ist ofthe types of sh > etal of packaging for > your most recent price st > delivery terms 5, pickles and canned fruits you sll, 2 products mentored above; > payment terms —— = 78Unit? Busnes Leters | Weyour prewicus eter of 70 December 2008, you wormed us tat a COX TS) exhibition room woul be avaliable for 105 Euroiday, which we stil would tke to reserve for 3 days (8,10, and 11 Janvary 2008). Would you please send us a rected invoice, 19 Paragraph emphasises the main idea of the letter, restating the \riter’s point of view as a conclusion ofthe letter. The last sentence ofthis paragraph often contains the formula We look/are looking forward to hearing/ receiving news from you. We look/are looking forward to your answer/reply/etter. ‘The complimentary line shows the level of formality and is directly related to the ‘salutation, Salutation ——|___complimentary ine __ British Er ~~ Bear iadam 7 Sets) > Dear MiMsMs/Miss Waters + Dear colleagueliendlsustomer! Dear Mary + ‘Youre fatal ‘Yours sincaraly ‘Yours! Best regards! wishes! Kind regards American English ‘Gentemeny Bear adam Sits) Truly yours Dear MensiMsMise Hudson + Dear Nicholas -» Sincerely yours Best rogards/ Cordially ‘The signature, the hand-written signature, Is placed under the complimentary line. ‘The ites printed name and their postion in the company are given on two separate lines underneath. Ifthe writer is nat the person authorised to sign the letter, the printed name is preceded by pp. (per procurationem) oF for: Ey Winter Pp. Adam Newnan Supply Manager The enclosure line is often abbreviated to Enc /enct. Encl. 2 coples ofthe Monthly Statement 73Public Adminstration and Profesional Communication 4. Read the following memo and write the required letter. ( Note that Ryan Britman 5 the Manager of the Technical Department at ROADTECH lid, 3 Rome Street, leeds, 04 EG. NHI UK) To: Ryan Pritman, Technical Department Prom: Sucam Smart, General Manager Subject: Purchase of crames and excavators Date: 26 oce.2009 Please write to Wilhelm Schimdt, from "Steiner ¢ miller, Faust Strasse 48, Dortmund, Germany. Thank them for their recent offer. We are interested im their CR crames and Pax excavators for our site im the Check Republic We need their price list and tarme for discount J want to sign it Aetore my Hight to Paris, Thanks. susan SmartSa as =a oO a= » Making enquires > Enquiring about produds > Enquiring about people » Writing letters of enquiry a1Pull Adminstration and Profession! Communication MAKING AN ENQUIRY 1. Complete the flloning later and then answer the questions: SUNSHINE Hotels We... found he Septeber..2.. yout again hear of Romo” Bucharest .3.. four arbre. 4. the qual fhe .6,-publenad hee anda the averting pages, Weare..6..beoletindusty and our chan of 7. .8.tnewn Brougheu Exope, We have renly operod new. -9.. in Sovecia nd we woud 10. la averse 11.Inaputaten..2.-alage dlabulon ea We woul apreitie.19. you 14. send us.15., about therein and pee 18.0 ‘AT magasn, Welook 18. fo. 9. bom yos soon. Yours. Hoa ofMakotng Deparment‘Unit 8 ~ Making an Enqury Who writes on behalf of SUNSHINE Hotels? Who is the adaressee? hat information is glen inthe frst paragraph? What does Mr Calot say in the second paragrach oF his eter? Which ofthe prases below would you use to refer to Mr. Calet's action? Hels arranging a meeting > making payment sorting out letters ~ giving @ presentation > making an enquiry > making a proposal baRAE Letters of enquiry are letters asking for information. They are very frequent in the business actvty, Whenever you need a certain product or service, you have to make an lenquiy in order Find out + wher you can find the product + how much you have to pay forit + if you con geta discount * what quantities ofthat product are available * how soon the supli ey honour your order ‘+ whet inl products are avelable onthe market ‘The paragrephs ofan enquiry letter have dear functions: Paragraph Fenatn Bangles 7 ‘riradacton “Wie Rave found the September issue oF your how you ound infomation | Magazine in the ibrary of RomTourt- about the addressee: name, | Bucharest SENS: re of business, | ye, Steven Robson, Managing Director of ae FINDAS Corporation, one of our partners, has recommended your company t0 us and ." “We have heard of your frm at the 3° Fair of ‘Consumer Goods in Tokyo lat year.” z ~ Gvng aiaona formas | "We ae ih the hatl Industry and our chan oF hai te sation; hotels is well-known throughout Europe" ~ Big Be ifommation | "Our compary Is invlved in road balding L sbcut you company 3ube Administration and Professional Communication ~ lfeing oie Farther | "We wl be happy to offer you futher detals™ erro, "We would ike your comments on the possibilty of orgarising @ Joint conference" ~Tnching the eauest. | "We would appreciate if you would Consider Our ropesal for partnersip." "Could you please send us your catalogue and price It? Tat ening eter "We Took Forward testing fom you™ Perasra0h | (formal sentence to dose aly) ‘This fs the general structure of an enquiry leter. Depending on the writes style, 2 letter of enquiry may begin cirecty with the request and contoue with information about the sender, ‘mentioning, atthe seme time, his interest in the request made. However, the writer has to indicate the source of information, which has fackated the enquiry Letters enquiring about people are more specific. Usually, the first paragrephs chews easly who you are enquiring about and describes the situation that as fed to the enquiry (Promotion to top position, new employment, a prospective merger/pertnersip,et:) Instead of wnting large paragrepns, its advisable to include a set of clear questions that wl help the respondent to structure the answer accordingly. Giving information about peopte may easily come in breach with human rights, that is why Such letters should be very objective, should rely on facts and the information supped should be used for business purposes only, "No person and no company should ty to get or give information about someone without Permission fom the person concemed, Giving and receiving information about 2 person, within an enauity, involves great ‘esponstity. Consequently, such information must be treated confidentially PRACTICE 2. Whe a letter of enquiry for one ofthe tuations desenbed below: {You area road builder. Unfortunately, your supplier is faced with a serous strike and he can supply you systematically with stone and gravel in the folowing three ‘Wee's. Make an enquiry to nd another supplier Here is ast of companies: 1. AVODEM sa ‘Sb. Amurgull 28 Pest, Aroes 0Unit ~Making an Enauiry 2, DUROMAT 5.2 Str, Loerati2 Roman, Neamt 3. CARIERAsa Str Tudor Viadimiceseu 12 ‘Sloboria, alomsita You are inthe dairy Industry. You have expanded your factory and you Intend to Computerse the new unit: Make an enquiry amang the local computer suppliers in View of buying a computerised sytem "You are the owner of 2 clothing shop. You have decided toenlarge the range of 004s and errenge @ department with clothes for chilren. Make an enauiry among local manuitectures in search of @ permanent supplier. (You went to sel summer and Winter clothes and shoes for children, as wel as toys.) 85Pubic Aiminstratin ad Professional Communication 1> Replying to enquiries > Giving positive and negative replies to enquiriesPublic Administration and Professional Communication REPLIES TO ENQUIRIES A serous businessperson wil avays answer an enquly. When the answer is postive, an order or @ contact wil follow, However, in many cases, & letter of refusal follows an enguty ‘When you are interested in the proposal made inthe leter of enqulry, you should answer it promptly. Experienced business people use to move fast and, in such cases, they frst Confirm the letter orally, over the phone or by e-mail formal letter wil be sent Iter 4. Read the enquiry reply letter (p. 89) and then find in its text the parts that comply with the functions given inthe lst below: 2. confeming receipt of enquiry and thanking forthe letter ©, expressing satisfaction for being contacted ‘Giving speci information in answer tothe questions inthe enauiry taking action ‘closing optimisticaly, expressing hope for future co-operation 2. Giving negative rephes to enquirles 2.8 Complete the following sentences tht are often used in letters exoressing refsal: 1 Weare that we send the goods so soon 2. we. sory___we ‘unable to help you_ developing the roject. 3. We are sony to you that we: lnvest in hotel industry. 4. We thet weare, to grant you such a big loan without hide ‘guarentee 5. We inform you the C12 videoprojectors are_ of stock. 6 we foinform you that the opening you are interested in was filled two Weeks ago. 7. ____, you have faled to supply the goods as per the contract.‘Units ~Aeotes w Enquines The ARROW 10 Lon Steet 7AH0 Amsterdam ‘The Netherlands 20 December 2003 ‘Your ref, AC/g/Amst 03, (Our re JUmsRam SUNSHINE Hotels 123 King Ferdinand Bulevard Dear ir Caleta “Your eter of 1§ December 200 ‘Thank you fr your above-mentioned letter enguiing about the possibilty of ‘adverssing SUNSHINE Hotels in our magazine. Thank you too for your appreciating the September isu of "The Arrow” We are gia that you have included our magazine on your stand, foc sue, you wil have great benefis i your inal deeision fn our favour ‘large number of psople who wl soon know about your new htelin Sovenia and abouts high standards reads "The Arrow" \We send you enclosed our recent fate giving athe information you need. We hope that you wil find our prices atractive and in stct correspondence wit the ‘quality it promotes, ‘We look forward to hearing fram you soon, Yours sincerely an Landen Jan LundenPublic Acinistraton and Professional Communication 2.0 Now fil the paragraohs below taken for to letters of refs: "We... fo inform you that we no 2... manufacture the Drojetor type you ar .3..In. Instead, we could 4... ou a similar product at an affordable ..5...and significantly 6. charecterstis." * Thank you Yor i. eer 220 June 2004 3. aba a Ba Ain After careful 5... oF your documents, we .6..that we are .7. to help you. ..8.., you do not ..9. suffident calaterl, as i results -=10..your documents." A eter of refusal has to be carefully worded so as to diminish ts negative effect. Moreover, {the general tone ofthe letter should convey respect and understanding creating 9 fovour able ‘atmosphere for a possible relationship inthe future. ‘nen you write a eter of refusal, you should go through the following stages: ‘confirm receipt ofthe enauiry letter + express reoret (for not being abe to help) *+ ive reasons for your negative answer + offeran alternative (posse) + end on 2 fiencly, encouraging tone 2c Read the letter on p. 91 and identiy the ines /paragraph(s) excressing the above points:Unit 9~ Reps Eres —__——_———— Balley Factories. ‘Long Steet Eahburgy ae ES Great Beta Grungwald and Son 24 Forest Steet ‘Amstersam “The Netherands Dear Me Grunawata Booply to enguity ‘Thank you for your letter of 18 May 2002 and for the catalogue and price list enciosed ‘Though your proposal ie very straotiv, we regret thal we sie unable fo SUppIY you with 0 large quanttes of cites for ehilren Following some management changes, we have reduced clthes output very much ‘and launched into a new line of business, "We have maintained = Soe ‘manufacturing unit only for our own shop. However, we could Become Your ‘supplier, you accepted to have a smaller department fr shen, at least atthe begin. n ime, we could expand our unit again to supply larger quanties. ‘Thank you again for your enquiy If our proposal does not ft you, we would Ske to wish you every success in the Yours sincerely, M Bray Mary fray He0d cf Supply Department enPublic Adminstration and Profesional Communication 3, PRACTICE 3.a Wrtea letter to the University of Manchester Oxford Road, Manchester United Kingdom — ‘M13 91, enquiring about the possibilty oF attending the summer courses on public ( ‘acininistation on a scholarship basis. [ 3 ta ee Sls nacr of computer marci int lech Becton 27) ‘Mint Street, New Casthe, UKNC7 STM wrote you to enquire Ifyou could supply them with 50 pieces of X20 Laser printers. “Answer ther enairy stating thatthe above type of printers Is out of stock, but you can offer ‘them a new type, 125 Laser printer of a better quality, 2 J> Writing orders > Confirming orders > Giving instructions in orders 3Pubic Admiisration and Professional Communication ORDERS 4. Read the folowing sentences and decide 2. Which of them relate to the business act; 1. which of then relate to the tie of tis unk. Se has decided to arrange all the orders in chronclogical order. “The table shows things in order of importance. He has put his accounts in order before going abroad. ‘The chairman was very prompt and called Mr. Dennison to order, Everything should comply with the standing orders “Their order books are always fl He ordered himself a bottle of red wine ‘This is 2 new order form, It's clear they intend to place an order with us 2. Work with your destmate and answer the folowing questions: ‘+ In how many ways can an order be placed? + Which one(s) do you consider more effective? Why? + Which one(s) would you use in your business activity? ‘Though most of the companies use pre-printed order forms to request goods, writing order letters has re-goined its importance due to the development of the ecommerce. Nowadays, itis common practice to place orders by electronic mal ‘The most important pert of an order leter Is thet refering to the goods ordeved. This Information should be carefully structured. The description of the goods should refer to the {ype ofthe produc, the catalogue number /code identifying it, the unit price, |An order should aso Indicate the amount coresponding to’ each item, the total amount of the order and the dscount to be applied to this amount.Unie 10 Orders The terms of payment together with instructions for delvery and transportation constitute another Important section ofan order. = — [SIS International SA (olen 13 Septet, Mo 123128 Bocurest, Sars Romania ‘Telfox: 202.98 3;202 48 5;202.48.55 mai ice@issintatonal com 3 January 2008 ‘To: Me Ames aban SBles anager ZAIKA sss Bhopal, MP nia Dear Me Abul, Re vary 2008 We are wring you to confi receipt of your brochure giving the It of pret and teie Corresponding prices ‘Aer analysing your catalogue, me woul keto pce an orderfor the flowing products em Quanity Unit pice an (Elia) Pickues [ange TO pEore TE Tae Green Ch 25.arsof Tig [13 256 Jack fu 40 5 05009 10 00 € ‘Total amount 3925 € sPices ‘Cerda ie TE TE. Slack papper 25g aE S25. ‘Gina 30k we 20 ‘Bas Leaves Ok 30 300 [Total amount 1245 CANNED FRUTS Preapole eens 4 750 Porecranaie ns oF 500. BE. 400 Lee 50 ans of 3008 BE. 4006 [orange 300-cans of 5005 BE 500 F500 Total amount 3 Total amount 6050E aezea) 35 9 discount 07. BOE, “Total amount of 5142. 50 {onder no.Public Administration and Professional Communication We are pleased to ifm you that a creit wil be opened, in your favour, to the Romanian Commerc Benk in 10 days as from your eaiflming the reer our account wil be ceded ihn 30 dys from receig the merchandise agaist relevant docanens, Delivery and transportation Instructions: 1. The whole mercandge shall be aneported by lane: 2. All reduc sha be careful packed and manipulated so as t avid contamination and ‘etriraion dung anspor. You star ungertke ful esponsbiy for Ue qual oF the products and we reserve the right to reject the protcts Ua oto mest the speed ‘ual, We ok forward to hearing fom you ard hope to co-operate success in the Fite, Yous sncerey, ina te (ns) Porchase Manager \When order forms are used, they ae usually accompanied by short cover letters ike the one below: TEHNOBRIT Stores 7B Lake Steet Edinburgh 4 7E8 Great Baan 1@May 2004 Your rf Our ref CGT RGD — Ms_ Luana Sterescu ELESONO Intemational s Galea Plevaeh, 16 70214 Sector 2 Bucurest Dear Ms Sterescu Ree Onder no. 845 of 14 May 21 ‘Thank you for your ltt of 10 May 2004 and forthe catalogue and the quotation ‘accompanying i \We enciose our above-mentioned oer for videoprojectors and radio set, which we expect | ~ {o be devered by the end of June, a established during our phone conversation of 12 May 2004, ‘Yours sincerely Frank Cooper Purchase Manager| | Unit 10 Orders Orders should be glen immediate attention and honoured as soon as possible. Tis brings ‘money and prestige to your company. No matter how fest you ean Gel with an order, he Fist thing tobe done isto confirm receipt ofthe order. Confirmation of orderscan ve done by letter, electronically (by &-mel) and by pre- Printed form, When orders are conf by eter or electronically, the text shoud achieve the folowing function thanking forthe exder received ‘+ confming the order details (type of goods, quantity, amount, delivery terms) + ending politely, expressing hopes for future co-operation. ‘Companies that deal with a large number of orders often use confemation pre-printed forms: (Figur scanats: 88 p23) LANGUAGE Focus Ways of specifying details and giving instructions in orders. Instructions shoud always be given in 2 polite wey and selection of language and strucures ‘are essential Notice the way in which the following two instuctons have been converted into forms polite messages: 4. Ask the customer to indicate the date of delivery and to give detaits about transportation, + Remind the manufacture thatthe qualty ofthe goods should not deteriorate, Please indicate the delivery date, giving detail about transportation. Itis important that there should be no quality deterioration. 4 Reformutate the folowing sentences according tothe examples above: 3. Ask te Laboratory Engineer to indicate the completion of tests. He must take into account the evaluation date. '. is important thatthe glassware is well packed and that nothing is broken, ‘The cent demanded that the metal parts should nct rust. 1. Ask the forwarding agent to quote his mast recent terms and not to neglect the shipmentsze discount ©. They insisted thatthe goods should net be rough-handled. PRACTICE 5. BUTTERFLY SHOPS (Pata Romand, r.52, 70106, Sector 1, Bucuresti) and THE WHITE HORSE Restawant (Sr: Upscanl, w.12, 72 406, Sector 4, Bucurest) often use mans (0 communicate inside the company. Read the folowing memas and the additonal materials 7Public Administration and Proessionl Communication ‘referring to them Choose two memes and write the required haters: MEMO Fr At Cte, oc of ucts Depatinen [ To: Dana Heckman, Purstase Ofcor Bate 28 arch 200" , Subject Oni fr shamooo q ‘Please sond an order later fo MULTICOSMETICA Lit Fare quant of : ‘00 sat otis of int Shampoo. For eer tls pass see Rar I catbgue hereetocheg ‘Sgned: aerian Colline q OBLAST 1 ‘St. Sear 2, Patra Nem Tem Qual TSIM oot Seem: S000 [53500 Eo 0 Low square tates 9.20 | Coour ght brown = [ cv 1 it Frum: Ao ats, Heat of Puce Dopsinen! Te: Mars Sh, Purchase fear 0 Dae Say 200 bet Colma of ake Fates oa Oem 2 6 yom q recy Se Hs Sew te oe Sector eaten toy cas Ql Sites talline CTCOSHETION q 22 Pas Street, Warsaw, Poona 3-0 ‘Quay: Ts-00 Pie ] Mint Stampeo | Sie: betes 2507S Evo ‘Gol: green FLORA Gress, Soar, 50 PRG Te ai Selioe Gaia [ee n TURF aR Fhe |= 20-4 | ST HGR Tat | een | 20 Ee J OTST REG eses | AE-FQ=12— 6 Sam PeQHE BU |e | Ee FR Yeon was [RE-HOTTE=Ts | Son ROGRE a Yalow | SE U OORT Whi ases [AZ-HQ=T2— 4 Sem Ee whe 6 EWOTATweuo Fram tik Foderesc, Manager Te Dan Buon Hosd of Purchase Depetment Date: 21200 Sutjece Oreos Please wre ep to MOBLA wl Paka Neal ac ade 80 ow quar tls fr car bar. The fem gion nh clog rd he eae CX 9:20 nit 10 — Ores Sie /. Podgoresca | cuo fram Dan Buon, Hota Putas Deparment TorDate rina Prchae Oar Doi ey 200. Sint Cre Fat tees and flowers Please order 20 pot firtrees and 300 red, yelow and white rases (100 ofeach type) fr the anniversary dinner ‘on & dune 200... Use an order form and sand i {9 FLORA Greenhouse, Pasi, Devery deals: the et fir tees wil be despatched on 25 May 200... ad the sas fn § June 9,00 a.m. (See the attached photocopy from their eatatogue.) Signature: Dae Aadoiame|Probl Adminsratin and Profesional Communication aeoeooecao Ss f [ l 0 > Making complaints » The structure of complaint letters » Practice writting letters of complaint qPubic Asminsaton ana Professor Conmunkation LETTERS OF COMPLAINT 11a Suppose you ae in restourant business. You have succeeded in developing a chain of ‘restaurants and your business profie may be described 2s falows: + welkdefined network of suppers + alarze number of customers (regular clents + occasional customers) + strong competitor Your daily success depends on alo of ether people. But people often fil in doing their Jebpropary. Workin pare 3nd make 9 lst of posable reasone/etustions of complete for ‘he Situation described above: overcharging + delayed delivery Bb Is the situation afferent you work in a public company? ® Imagine you are working the Public Uities Department ofthe Cy Counc. What are ‘the areas of possible complants you may hove ta dea! with? Moke 9 lst oF thom. wzUnie 1 ~Letes of comolint CConficting sivatons are very frequent In business, despite the goodll that dominates business relasorships end the precautions that partners usually take in order to achieve and defend ther interests and goals. However, when confit occut, business people have to by to solve them amiably, without affecting the basic rlatonship, withost damaging the Image or postion in the business environment. Al this wil help those involved to keep the 0st ofthe cont tothe minimum, 4n effective way to doit is to let our partner know that something wrong happened, ta try to find out about be causes of the mistake that have generated our dscontent, to speak or ‘write about them, that means to make complaints 2b Comparethe two letters of complaint given below (. 104; 105) and do the folowing tasks: *+ Comment onthe sinarites and differences between the two letters + Whatcan you say about the tone ofthe letters? In which letters the tone firmer? way? + Selectexpressions tht help conveying complaints. 3a Work tether with your deskmate. Which ofthe folowing functions (16) do the pirases a) express? 2. "We are ready todo tet Ifyou can offer us @ 29% discount forthe remaining shipnents." We are writing with reference to the above-mentioned contract for repair work” * We cen presume thatthe contents ofthe second van were Intended for ‘another customer" 4. * However, we regret to inform you that." “Weare sorry to remind you that, if you do not replace the wrong goods within 10-day as from the recept ofthis eter, we wll be obliged to reer tothe Penaty Ciause stipulted In our contract" '._" Acoirding toa previous agreement with you, we have placed the merchandise ‘nour warehouse and we wil keep lt there until you can collect" 1 stating the subject reference to documents (connection with the "subject ine’ if expressed) stating the reason of complaint; suggesting possible causes ofthe problem; stating the action you request your partner to ta ‘mentioning the action taken by you (ifn) making suggestions to solve the problem (special requests to compensate you forthe losses sufered; mentioning penates I the partners may fl to repair the station). 3b The above lt of functions (1-6) comprises the main points that a letter of complaint shoud induce in the order shown above. Analyse the two letters (p. 404; 105} and see I their sructresiustrate the functions mentioned at 3.2. Doi together with one oF your coleaqves. 303Pubic Acmintratin and Professional Crmmunication The Runner 78.Chestut Road Chester cH 26x UK Me, Tudor Dinescu Sales Manager PANTROM S.A (63481 St. Azumi 15, Sector 2 Bucurest, Romania (Our tet LTignvRom 25 ‘Your ret: 10 May 2004 Dear. Dineseu (Onder 518 of 27 March 200 We are writing in conection with our above-mentioned order for shoes whose sacond shipment has jst ative (On checking the twee vans sent by you, we have found out tat one of them Contained the goods we ordered, in set correspondence with the accompanying ‘documents. However, we regret lo inform you that In the olher two vane we found leather bags and school bags. We can presume tat the contents of the second van \wete intended for another customer and they have been sent to us by mistake Since we have fim orders ftom our cents, please arrange for an immediate dispatch Cf the missing merchandise. We are sorry to remind you that, you do not replace the ‘wrong goods wihin 10 days as from the reclpt ofthis leer, we wil be obliged to ‘efecto the Penalty Clause sipulaed in our contact ‘According lo a previous agreement with you, we have placed the merchandise in our warehouse and we wil keep I there untl you can ealetit To help you aves additonal transporaton cost, we oi find a local buyer for the bags and schoo! bags. We are ready todo that if you can offer us a 2% dlscount for ‘the remaining shipments of our order. this is not Corwenient for you, you wil have 1a ay forthe tie when your oods have been slored in our warehouse, "We took forward hearing rom yeu sro ‘Yours sincerely 10Unit 11 ~ Letters of Complaint Bucharest City Council Pubic Utlties Department Bedui Regina Bisabet, ne. 21 Sector 2 sucurest 5.2une 2004 Your re: Ourref: OS/ty ROT Hr Steve Rain General Manager ROAD BUILD Li Str. Macaralel 23, Sector 3 Bucuresti Dear Me Rein Re: Renaic works, Contract no, 479 of 0 Janwary 2008 We are writing with reference to the above-mentioned contract for repair works to (Galea Vietorie, Maghery Bulevard and Timigoara Bulevard in Bucharest, ‘The works started and developed correcty forthe frst two roads, so that on 8 May 2004 we confrmed completion of repairs for Calea Vietone! and Megheru Bulevard However, we regretfly inform you that on @ May 2004 anly striping hed been done fon Timisoara Bulevard. The works seem to have been abandoned for uiknown We are sony to remind you tha, according to the contract stpulation, the warks on the thre road should have been finished on 1 June 2004. We have receved 2 lat of ‘Complains from the citizens living la that area and from the local tafe authorty who are Grecty affected by this undesired delay. Consequently, we are obliged to refer to the Penalty Cause and apply a 5% penalty to the remaining amount ofthe contract 2s from 1 June 2004, At the same time, we are sory to inform you that, I the works for Timisoara Bulevard do not start by 10 June 2004, we wil be forced to carcel the contract and begin legal proceedings ageinst you We look forward to hearing from you soon, Yours sincerely DDorina Stamate Head of Department 40sPublic Adminstration and Provesonsl Communication Explaining the problem Wicking letters of complain isa dificult task. Most letter writers consider that expiring the Broblem is a key function inthis stuation. Therefore, the paragraph(s) focusing this sue ‘should be given special attention, so thatthe writer can make the reader understand his Fl ‘esponsibiliy for the negative consequences deriving frem the mistake and, at the some time; the later should convey the necessary encouragement for immediate Scion, On te cone hand, the writer has to wam that penalties or legal ection wil be taken, if necessary, ‘and, on theather hand to try to maintain the previous endl relationship. ‘Striking belince between initation and tolerance depends, in many cases, on the writer's ‘biity to select adequate language for this purpose, Below there is a list of words and phrases that you can use to build up pole negative ‘ne ae sorry bt hare red go tet." “Uneteatly.." mo marty orm outa, ‘ne grt bt me hae dram goa etion fo." "ne ae ser olor otha.” we were srpived feb ot ht” PRACTICE [A As @ representative of the Bucharest City Councl, you have concluded a contract With CLEANCOMP S.A, str. Raul, n.3, Sector 5, Bucurest to collect garbage from 50 public areas, twice a week. On 2 recent Inspection, you have discovered that CCLEANCOMP people have done their work sporacically, fr ten ofthe places on your lit nthe last tree weeks, Consequently, the garbage has piled in some places and Deople living in the neighbourhood are very unhappy with it Send @ leter of Complaint to CLEANCOMP S.A. inorder to solve the problem. Indude some effident proposals. . You are Chief Councilor of the District 4 Council in Bucharest: You have just had @ meeting with 2 Group of citizens. They have complained that FLAVIA Warehouse (6b. Abindor, nr. 12, Sector 4) has blocked the entrance to a small park where People use to take their children to play. This happened 2 month ago. ‘The \warefouse people promised to move the materials but nothing happened so fe. Wie eter of complain to Mr. Jon Dobrescu, the owner of "Flavia" Warehouse. 196> Ways of restoring business relationship » The function of an adjustment letter > Writting adequate adjustment lettersPublic Adminstration and Professional Commurcaton ADJUSTMENT LETTERS 11. Match te following meanings ofthe verbs in ales wth the sentences below: 1 2 3 q 5 regulate putin onder seting daims in harmonious relations wth otver persons change one's way of ving thinking, et. You have to be ote ta her fr helping you to become a welradusted young man, 2. Pease do not ast your sts! (warring on TV screen) Managers have t adust themselves to new cultural conte. {ve checked it self Our partners right. Neve delivered less than agreed. We: have to send them an adjusomentetter. “The device ajustsitself to changes in humidity 2.2 Go back othe leter of complaint sent by Ms Dorna Stamate, Head ofthe Public Utilities ‘Bucharest Cty Counc, fo Mr Steve Rain, General Manager of ROAD BUILD Department, {tc (Unit "Letters of Conplant). What Kd of letter should Steve Rain write? What ‘pols shoul the letter ncude? Discuss the answers with your caleague 2.b Read the tact below and see how many ofthe functions ofan adustment eter have: ‘you identified: ‘An adjustment letter isan attempt to restore the relationship and malntaln the company's ‘900d reputation. As a results tone shoul be polte and reconclatory and should help to ‘actieve te folowing functions: ‘confirm recelpt ofthe complaint letter; explain the causets) ofthe problen; ‘mention action taten so as the problem may net happen again; reassure the custemer; state the step talen in order to solve the problem; if a solution was svagested, give your opinion by accepting tor coming up with 2 counterproposal ‘apologise forthe rouble caused and end optimistically 108.Unie 2 ~Aajustment Letters 3. Fil in the floning letter sent by Steve Rain in reply to Ms Staats letter of complain ROAD BUILD Ltd. ‘Sir. Macatee, 23 Sector 3 Buco 10 June 2008 ‘Your ref: DSi 2m.o4 Ourror Sima BCC Ms Dosina Stamate Public Uty Department Bucharest Gy Counc Bu Regina Elsabeta, v.24 Sector2 Bucuregt We 4. teceipt of your inter 2. 5 June 2004, 3. the dela in «4. the thd ‘ad covered by he 5. contract We have looked ..6.. the mater and found 7... thatthe Work ..8.. because of a farous 8. ofthe special ecupment we use for his 10. of work Unters {Re 11. pats we need fer our equipment are not. 13. on We local aes have 1a. trem. 15. 18... some special srangements ..17... withthe suppker, our order has been 18.” priory and the parte wil 19. tonight Since we wit 10. work lomerrow, 11 June 2004, we 21. be gle ..22.. you 23. give up anpiyng..24... We are 25... extend the mamtenance vevan 28... 6 months and ..27.. ou, ree of..28., any maintaining works that 28 a ‘uring the period of extension ‘Apotogising again forthe trouble ..0,.10 you, we do hope that this regrettable. wil not. 32. or Futute co-operation, Yours..33 Steve Rain General Manager tents usualy request compensation fer the es incur: 2 discount, an ada! quantity, sp ertension of me fer completion et. Bu they are not always justia it ther conpian ‘Therefore, there are situations when their dois should be Feectad. in sich s cose tes letter should incude a perearaph stating dearly that you cannot accept responsiblity the ‘stake and, consequently, no compensation wil be elven. Rejection of conpiinis stout he dane ina polite way, no mater how frm the witer's attitude may be 109Puc Aanintration and Profesional Communication ‘4. Choasea sutable pragraph rom colunn B inorder to reject complain’ in column x T ‘ Weauiyeetow bralhesaneas [a Wearocaybilwocarvel aplyarconpant Ox eps ‘alayesdor, eclenastera3% | haveedstied hal you tidal sbeme e mankenarce, recconinpica tre we qunily | _ndetere, Tarra we col ese a report. te pers een raed en ater | Or eopl have cockd vol lex ar lado at \npackingtltiy dona wa, tmcient | fe eichar been damage dg tasporon ‘is opin beep! Coreaquth wo carl tek apie a he damage samedi tent. ‘3. whole offic mil be apices | c Weave nega yar capably angles obo ‘Sanat ter all havebee en ade an They or ihe and aged on. Worogatve cos amp yo ‘rable corsoqnty, nea in pamentwlle os aor tres men operaon Be cite | d Oar epers ao aod we be mati a ay bale pias wach mcivsbouttetahokd | venotben nll accteg to orhstucone Teh, landy sem Dhar ssias deeds be | neo ofaryou enka adeance cara te intaeg, ielcans ate actin vepaped | des bul we dol af eae bem PRACTICE 'S. Consider the following stuations Write an adjustment letter accepting or reicting responsibilty: ' Your company, STARLAB Li, 12 Soring Street, Manchester

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