BUSINESS ENGLISH

AND
CAREER SKILLS

Business English and Career Skills 1 / 27

Table of Contents
Negotiation..........................................................................................................................................3
A few key sentences.........................................................................................................................3
Role play. ........................................................................................................................................4
Taking a phone message.....................................................................................................................6
A few useful sentences for phone conversations related to business...............................................6
Exercise 1: Being polite...................................................................................................................7
Exercise 2: Phone conversation: put the sentences in the right order..............................................8
Exercise 3: Phone conversation : role play......................................................................................8
Exercise 4: Phone conversation: arranging a meeting.....................................................................8
Introducing Your Company...............................................................................................................9
Sample dialogue...............................................................................................................................9
Introducing your business : role play.............................................................................................10
Adapting to another culture.............................................................................................................11
Exercise : Flight to Rubovia. ........................................................................................................11
Determining priorities......................................................................................................................12
Exercise. ........................................................................................................................................12
Problem solving.................................................................................................................................13
Exercise 1: Crime solving..............................................................................................................13
Exercise 2: Industry takeover : role play.......................................................................................14
Asking for precisions........................................................................................................................15
A few sentences when language is a problem................................................................................15
International alphabet for radiotelephony......................................................................................15
Writing different types of texts........................................................................................................16
Reports...........................................................................................................................................16
Memos...........................................................................................................................................16
E-mail.............................................................................................................................................16
Example of a memo.......................................................................................................................17
Exercise: E-mail abbreviations: what do they stand for?..............................................................18
Expressing figures.............................................................................................................................19
Tips................................................................................................................................................19
Expressions....................................................................................................................................20
Describing trends...........................................................................................................................20
Exercise 1: How would you pronounce and spell the following numbers?...................................21
Exercise 2: Describe the following graphs....................................................................................21
Meetings.............................................................................................................................................22
Opening a meeting.........................................................................................................................22
Extract of a meeting conversation.................................................................................................22
Key Vocabulary..............................................................................................................................22
Exercise 1: Role play.....................................................................................................................23
Exercise 2: Role play: Improving performance.............................................................................25
Exercise 3: Role play: work in groups of 4 students.....................................................................26
Focus on pronunciation....................................................................................................................27

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 NEGOTIATION

A few key sentences.

We can only offer discount on orders over 5,000.

We only offer those terms to our regular customers.
Our high prices are justified by the high level of service we offer, compared to our
competitors.
We need more information on your stock levels if we are to agree to do business with you.
Do you ever make exceptions ?
Would you consider ... ?
Would it be acceptable to you if we … ?
Have you considered … ?
Could we perhaps make an arrangement whereby you … and we … ?
Why is that exactly ?
It seems to me there are a number of ways we could …
I suggest we list the options first, and then examine them in more detail one by one.
Should we brainstorm the options before we discuss anything in detail ?
Do we need to include … ?
Although that's certainly important, I think it's more important that …
Do you think that's as important as … ?
So which of those two would you prioritise ?
I have my doubts about that.
I think that's an essential point.
What would the implications be ?
I'm afraid we can't possibly accept that.
We couldn't accept that, but we'd be prepared to …
If you increase that to … I think we'd have a deal.
We couldn't … unless …
If you are prepared to … we may be able to …
I think we could go along with that.
That would certainly be acceptable.
Perhaps I could just recap your main points.
So you'll be responsible for …
The question of … remains to be clarified.
Have I covered everything ?
I'll check up on a few details, then get back to you by the end of the day.
So we've agreed we'll …
I'll confirm the details in writing as soon as I get authorisation.

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 Role play.

Student A : Sales Director, Island Silks

Island Silks, a medium-sized company based in Hong Kong, operates in a highly competitive
environment and is in danger of losing market share to Thai silk manufacturers. As Sales
Director, you are delighted, therefore, to have the chance of a contract with Trendsetters Inc., a
major American clothing retail chain, based in New York. Trendsetters is interested in buying
5,000 silk scarves from your new “Miriam Designer Collection” at a unit price of $US50,
including the cost of insurance and shipping to the US.
You have some temporary cash flow problems at the moment. It is November 1, and you
really need a deal which will bring in some money quickly. You know that Trendsetters will
require the scarves as soon as possible as the company is approaching its peak selling period
(the six weeks before Christmas). Despite your cash flow problems, however, you would prefer
not to deliver before early December, as you are behind schedule with your orders and must
give priority to existing customers. Also, you know Trendsetters will expect a wide range of
colour and patterns and although your factory can cope with this, it will cost more and mean
employing more staff.
Your objective is to negotiate a satisfactory deal for your company.
Use the following points system as a guide to your priorities.

Decisions Points Decisions Points

Delivery date Terms of payment

Nov. 15 1 By irrevocable letter of credit:
Nov. 30 2 - 90 days presentation 1
Dec. 7 3 - 60 days presentation 2
- 30 days presentation 3
Different patterns at sight 5
20 1
15 2 Discount
10 3 4% 0
3% 1
Colours 2% 2
12 1 1% 3
10 3 0% 5
6 4

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 Student B: Chief Buyer, Trendsetters Inc.

Trendsetters Inc. is a major American clothing retail, based in New York. You were very
impressed with the silk scarves in Island Silks' new “Miriam Designer Collection” on show at
last month's Hong Kong Clothing Fair. You have been quoted a unit price of $US50, including
the cost of insurance and shipping, and are keen to place an order for 5,000 scarves from the
collection.
It is now November 1 and you need the goods quickly as you are approaching your peak
selling period – the six weeks before Christmas. The scarves should sell well if they hit the
shelves at the right time and mid-November would be ideal. Your customers like bright
colours and intricate patterns and expect to be able to choose from a wide range of designs.
Your objective is to negotiate a satisfactory deal, making as few concessions as possible – the
retail clothing market in the US is highly competitive. Use the following point system as a
guide to your priorities.

Decisions Points Decisions Points

Delivery date Terms of payment

Nov. 15 3 By irrevocable letter of credit:
Nov. 30 2 - 90 days presentation 5
Dec. 7 1 - 60 days presentation 3
- 30 days presentation 2
Different patterns at sight 1
20 3
15 2 Discount
10 1 4% 5
3% 3
Colours 2% 2
12 4 1% 1
10 3 0% 0
6 1

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 TAKING A PHONE MESSAGE

A few useful sentences for phone conversations related to business.

Could you hold on a moment?

OK, let me just get a pen.
Could you speak a bit louder? I'm afraid it's a very bad line.
I'm afraid I didn't quite catch that.
Sorry, could you repeat that, please?
Are you saying...?
Could you spell that please?
Is that … or … ?
Let's just run through that again. The first one was...
Can we go over that again?
There seems to be a lot of figures involved here. Do you think you could email me this
information then give me a call again later on? I'm afraid I'm a bit busy at the moment.
OK, but do you think you could confirm these figures/dates/times by email?
Speaking.
Could you hold the line, please?
I'll just put you through.
I'll see if I can find him/her.
I'm afraid we got cut off.
The line's busy at the moment.
Would you like to leave a message?

In companies, the telephone is usually answered in one of the following ways:

Good morning/afternoon! Mitsubishi Electric. (= company name)
Hello, Sales Department (= name of department)
Moore (= name of manager in own office)

at for @
dot in an email address
dash for – (sometimes hyphen)
underline for _ (sometimes underscore)
upper case for ABC
lower case for abc

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 Exercise 1: Being polite.

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 Exercise 2: Phone conversation: put the sentences in the right order.
A. Er, yes please. Can you tell her John Marnie rang? Tell her I'll call back later.
B. Yes, it's 743208.
C. You're welcome. Bye.
D. Good morning. Could I speak to Ms Geneva, please?
E. Thanks.
F. Jennings furniture.
G. Good morning. Electric Angel Inc.
H. And could you give me your number, please?
I. Mr Marnie. OK. Which company are you calling from?
J. Bye.
K. 743208. Fine. I'll make sure she gets the message.
L. I'm afraid she's not in the office this afternoon. Can I leave a message?

Exercise 3: Phone conversation : role play.

A calls B, wanting to talk to C.
A leaves a message because C is out.
B tells C the message.
C then calls D, asking to speak to A, but A is out so C leaves a message.
D tells A the message.
A then tries to call back C, but C is still out so A leaves another message.

In teams of 4, use the conversation in exercise 2 as a model to create your own phone call.
Make sure you mention the names of the companies, a phone number, the reason for your call
and at least one additional detail.

The audience will have to catch the additional detail and critique the performances!

Exercise 4: Phone conversation: arranging a meeting.

Use the following dialogue structure to arrange a meeting.
A. Need to fix time for meeting.
B. Yes. When?
A. Tuesday?
B. Sorry, busy. You free Wednesday?
A. Wednesday good. 2 a.m.?
B. OK.

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 INTRODUCING YOUR COMPANY

Sample dialogue.

A: Excuse me. Is this seat taken?

B: No, it isn’t. Please have a seat.
A: Thanks. John Burg. Pleased to meet you.
B: Jenny Myers. Are you heading for Chicago?
A: Yes, I have some business there. I work for a law firm. Henderson and Marly.
B: Henderson and Marly? I’ve never heard of them.
A: We’re a small firm. We specialize in intellectual property rights? Mostly copyrights and
trademarks. That kind of thing. We are based out of Detroit, but we have offices in New York
and Toronto.
B: What do you do for them?
A: I’m a lawyer. How about you? What brings you to Chicago?
B: I have some business there as well? I work for . . .

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 Introducing your business : role play.

You are heading to Chicago on business. Find an empty seat on the plane and introduce
yourself and your business to the person you are sitting beside. Find out about their firm
and record the details.

Name / Type of Firm / Name

Specialty / Examples Base / Offices
Position of Firm

John Burg Law Firm intellectual property Detroit

Lawyer Henderson & Marley copyrights, trademarks New York, Toronto

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 ADAPTING TO ANOTHER CULTURE

Exercise : Flight to Rubovia.

(Adapted from an exercise in The Cross-Cultural Business Pocketbook by John Mattock)
You are on your first business trip to Rubovia. You board the flight and the cabin crew and
passengers are all speaking Rubovian. You don’t understand a word. A Rubovian sits next to
you and greets you in excellent English. Over the next few hours you have a wonderful
opportunity to find out about Rubovia and its culture.
What questions will you ask the friendly passenger at your side?

1) Write down four questions about general culture in Rubovia, and four about
business culture.
When you have finished, read out your questions and listen to other people’s ideas.
2) Look at the sample questions at the bottom of the page. How many are similar to
the questions you thought of? Which questions would you ask if you only had time for
ten questions in total?

General
How do you say ‘Hello’, ‘Please’, ‘Thank you’, ‘Sorry’, ‘Cheers’ and ‘Goodbye’ in Rubovian?
How do people greet each other, by shaking hands, hugging, waving or kissing?
What’s good to eat and drink?
Are there any religious taboos I should know about?
What are the common mistakes that foreigners make in Rubovia?
What’s the population of Rubovia?
What’s the most popular sport?
What’s the geography of the country like?
Are there big regional differences inside the country?
How have things changed over the last ten years?
What do Rubovians think about my country?
What is everybody talking about at the moment?

Business
How should I address people? When do people use first names?
Are personal relationships important in business?
How important are punctuality and deadlines?
Is decision-making quick and decisive, or slow and cautious?
Is documentation important, or is ‘my word’ good enough?
Is it normal to openly disagree with people in meetings?
If not, how should I show that I’m not happy with something?
Do people continue the business discussion at lunch?
Is it expected that you offer a gift at the end of a visit?
If so, what is appropriate?

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 DETERMINING PRIORITIES

Exercise.

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 PROBLEM SOLVING

Exercise 1: Crime solving.

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 Exercise 2: Industry takeover : role play.

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 ASKING FOR PRECISIONS

A few sentences when language is a problem.

I'm sorry to interrupt you, but I can't hear you very well, could you please speak up a little?
No, it's not because we have a bad line. It's because I don't speak English well enough yet.
I'm afraid I don't understand what you've just said. Could you please repeat it, if possible
using different words?
What word did you use after xxx? Could you please spell it for me?
I'm still in the process of learning English; could you please speak more slowly?

International alphabet for radiotelephony.

Alpha Juliet Sierra

Bravo Kilo Tango
Charlie Lima Uniform
Delta Mike Victor
Echo November Whiskey
Foxtrot Oscar X-ray
Golf Papa Yankee
Hotel Quebec Zulu
India Romeo

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 WRITING DIFFERENT TYPES OF TEXTS

D'après Claude Raimond; L'anglais des Affaires pour les Nuls.

Reports and memos are by nature internal documents. E-mails are used both among
members of an organisation and for communication with outsiders. In the latter case, they
often replace letters, and have the same value as proof in the eventuality of litigation.

Reports.
A report presents a higher echelon (level) of management with the results of a study, survey,
research or other investigation conducted by a person or a group on a question of some
importance on which decisions need to be taken.
A report usually starts with a reminder of the circumstances that motivated the
investigation, a mention of the contribution of each participant and a description of the
resources and methodology used to find the facts it describes. A key part of such a document
is its middle part, which represents results, i.e. facts. Objectivity is of the essence, and some
findings may be qualified with a degree of certainty or the mention of foreseeable
developments that could invalidate them. The final part is a set of recommendations, i.e.
practical steps that ought to be taken in view of the realities reflected in the report. A report
should be as concise and clear as possible, but it always contains a large number of pages.

Memos.
Memos usually serve to disseminate information among a group larger than the targets of
reports. Most often, responsibility for the contents of a memo is assumed by a single person,
who is also its writer.
Requirements of objectivity and concision are less stringent than for a report, but the
information should be convincing and well-presented. Memos are sometimes distributed via
e-mail, but they are meant to be kept in printed form for further reference. Actually, memo is
the abbreviation of Latin memorandum, which means to be memorised. A memo is thus likely
to survive much longer than transitory texts like e-mails, which justifies the time and effort
invested in its preparation.

E-mail.
E-mails are the least formal variety of written professional communication. Writers use
conversational English, with the degree of formality reflecting the type of relations they
entertain with recipients. E-mails contain a short text often accompanied by one or several
attachments of any kind (spreadsheet, presentation, picture, video or voice recording). They
are normally sent to a single recipient and usually only address one issue, the so-called
subject. Other persons are sometimes copied when the subject is deemed of interest to them,
but a downside of this practice is that people copied may feel obligated or entitled to
participate in an exchange initially meant to remain short-lived and focused.
Properly used, e-mails can be a formidable means to enhance the efficiency of an
organisation. E-mails can be quickly answered or forwarded to other recipients. Owing to
their expected short lifespan, they are mostly kept only in digital form, which saves paper and
ink, yet they can be retrieved almost immediately thanks to content-based search functions of
e-mail applications and operating systems.

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 Example of a memo.
TO: Kelly Anderson, Marketing Executive
FROM: Jonathon Fitzgerald, Market Research Assistant
DATE: June 14, 2007
SUBJECT: Fall Clothes Line Promotion
Market research and analysis show that the proposed advertising media for the new fall
lines need to be reprioritized and changed. Findings from focus groups and surveys have made
it apparent that we need to update our advertising efforts to align them with the styles and
trends of young adults today. No longer are young adults interested in sitcoms as they watch
reality televisions shows. Also, it is has become increasingly important to use the internet as a
tool to communicate with our target audience to show our dominance in the clothing industry.
Internet Advertising
XYZ Company needs to focus advertising on internet sites that appeal to young people.
According to surveys, 72% of our target market uses the internet for five hours or more per
week. The following list shows in order of popularity the most frequented sites:
Google
Facebook
Myspace
EBay
iTunes
Shifting our efforts from our other media sources such as radio and magazine to these
popular internet sites will more effectively promote our product sales. Young adults are
spending more and more time on the internet downloading music, communicating and
researching for homework and less and less time reading paper magazines and listening to the
radio. As the trend for cultural icons to go digital, so must our marketing plans.
Television Advertising
It used to be common to advertise for our products on shows like Friends and Seinfeld for our
target audience, but even the face of television is changing. Young adults are tuning into reality
television shows for their entertainment. Results from the focus group show that our target
audience is most interested in shows like American Idol,The Apprentice, and America's Next
Top Model. The only non-reality television show to be ranked in the top ten most commonly
watched shows by males and females 18-25 is Desperate Housewives. At Blue Incorporated, we
need to focus our advertising budget on reality television shows and reduce the amount of
advertising spent on other programs.
By refocusing our advertising efforts of our new line of clothing we will be able to maximize
the exposure of our product to our target market and therefore increase our sales. Tapping
into the trends of young adults will help us gain market share and sales through effective
advertising.
https://owl.english.purdue.edu/owl/resource/590/04/

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 Exercise: E-mail abbreviations: what do they stand for?

am ….................................................... NB …....................................................
asap ….................................................... pcs …....................................................
btw ….................................................... Pls …....................................................
Bw ….................................................... pm …....................................................
cc ….................................................... PS …....................................................
e.gI ….................................................... qty …....................................................
Etc. ….................................................... re …....................................................
FYI ….................................................... ref …....................................................
i.e. ….................................................... RSVP …....................................................
IMO ….................................................... tbc …....................................................

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 EXPRESSING FIGURES

Tips.

When expressing large numbers (more than one hundred) read in groups of hundreds. The
order is as follows: billion, million, thousand, hundred. Notice that hundred, thousand, etc. is
NOT followed by an ‘s’.
Two hundred NOT two hundreds
NOTE: British English takes 'and' between 'hundred and ...' American English omits 'and'. In
the examples below, this is represented: (AND)
Hundreds
350 – three hundred (AND) fifty 425 – four hundred (AND) twenty five
Thousands
15,560 – fifteen thousand five hundred (AND) sixty 786,450 – seven hundred (AND) six
thousand four hundred (AND) fifty
Millions
2,450,000 – two million four hundred (AND) fifty thousands 234,700,000 – two hundred
(AND) thirty-four million seven hundred thousand

Speaking About Numbers

Numbers are read in the following manner in English: million, thousand, hundred
Example: 2,350,400 => two million three hundred (AND) fifty thousand four hundred
NOTE - Remember: Use ‘and’ only between hundreds in British English. American English
leaves the ‘and’ out.

Decimals
Read decimals as the given number point XYZ
2.36=>two point three six
Percentages
Read percentages as the number followed by ‘percent’
37%=>thirty seven percent
Fractions
Read the top number as a cardinal number, followed by the ordinal number + ‘s’
⅜ =>three eighths
NOTE: ¼ => one quarter, ⅔ => two thirds, ½ one half

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 Expressions.
Here are the descriptive names of, and examples for, a number of important numerical
expressions:
- Speed: 100 mph (miles per hour)
- Weight: 80 kg (kilograms) OR 42 lbs (pounds)
- Telephone number: 0171 895 7056
- Decimal: .087
- Date: 12/04/65
- Percentage: 75%
- Temperature: 28° C (celsius) OR 72° F (fahrenheit)
- Height: 1 m 89 cm
- Price: $60
- Fraction: ⅞
- Score: 2-1

Describing trends.
Sales slowly / gradually / rapidly
Profits went up / went down a little / a lot
The marketing budget increased / decreased from … to …
because...
Inflation rose / fell by … %
Interest rates improved / got worse last year
House prices in the first quarter

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 Exercise 1: How would you pronounce and spell the following numbers?

a) 1,450 e) 1 ¾
b) 6 ½ f) 80m2
c) 2.6 g) £27
d) 186,000 h) 120mph

Exercise 2: Describe the following graphs.

A

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 MEETINGS

Opening a meeting.
The chairperson's role at the start of a meeting:
- Getting everybody's attention
- Welcoming everyone and thanking them for coming
- Checking everyone has a copy of the agenda and other documents
- Mentioning when the meeting has to finish
- Introducing new colleagues
- Reviewing any tasks done since the previous meeting
- Giving background information
- Explaining the objectives of the meeting
- Referring to the agenda
- Asking somebody to introduce them

Extract of a meeting conversation.

Chairman: I'd like to open today's meeting. Robert?
Robert: First, I'll quickly go over the main points of the last meeting.
Chairman: …. (finishes) , if no one has anything to add, let's move on to today's agenda.
Robert: I suggest we each give a little background on the suggestions we discussed last
week.
Chairman: Could you repeat that, please?
Robert: Let's start by going over the research you've done on the suggestions.
Chairman: You'll find most of the information outlined in the summary documents in front
of you.
Robert: These figures are interesting. It's clear to me that customer communications are not
working as they should.
Chairman: Yes, our marketing efforts really haven't been effective to date.
Robert: I suggest we break up into groups and discuss how we can improve our message.
Chairman: Unfortunately, we're almost out of time. I suggest you submit your ideas on
marketing and we can discuss the best next week.
Robert: Before we close, could we quickly discuss the Armstrong situation?

Key Vocabulary.
to open a meeting to move on marketing efforts
to go over to give some background to date
main points outlined to break up into groups
to add something to a discussion summary documents out of time
agenda communications to close a meeting

http://esl.about.com/od/businessreading/a/d_meeting.htm

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 Exercise 1: Role play.

Role A
You work at a company called “Frio Express” in Mexico. Your company transports
refrigerated goods nationally and internationally. At the moment you have several customers
and all of them are happy except for one. He/She is from “Meat Industries” in Dallas, Texas
which imports meat from Mexico and unfortunately every order that has been sent to them
has had problems. This situation is not good, your client is thinking about changing companies
and using one of you competitors.
The first order was delayed by 24 hours.
The second shipment was incorrect.
The third order had the incorrect invoice report (you charged them too much money)
You want to sort out the problems and make a good impression.
You are going to have a meeting where it is up to you to……
Reassure the client that all future deliveries will be without problems.
Address all the problems and create solutions.
Maintain a good relationship with this customer. You want them to leave happy!

Problems Solutions

The first order was delayed by 24 hours.

The second shipment was incorrect.

The third order had the incorrect invoice report

(you charged them too much money)

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 Role B

You are an American business man/woman from Dallas, Texas, meeting with your Mexican
supplier (Frio Express). They transport refrigerated goods nationally and internationally. You
have had problems with deliveries and hope to resolve the problem at the meeting you are
attending. You are angry and upset.

Problems Solutions

The first order was delayed by 24 hours.

The second shipment was incorrect.

The third order had the incorrect invoice

report (they charged you too much money)

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 Exercise 2: Role play: Improving performance.

Imagine you work for a company where the team productivity levels have been low, and you
have also had the following problems:
- Staff have taken a high number of sick days over the last year.
- There has been a high turnover of staff for the past two years.
- Productivity is low on Monday mornings and Friday afternoons.
- The quality of the product is inconsistent and high numbers of faults have been found.
- Staff do not greet customers in a friendly way.

Stage 1
Work in small groups. Brainstorm possible reasons for these problems and possible
solutions.

Stage 2
Half of each group are the production team and half are the managers of the team. Have a
meeting to discuss why some of these problems have happened, and how changes can be
made to solve them.

Stage 3
After one month, the senior management reports that the changes have not happened.
Discuss what the managers should do to improve the situation.

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 Exercise 3: Role play: work in groups of 4 students.

Manager 1.
You've heard that there are rumors circulating in the office that management is cutting costs.
While the company is cutting costs for things that are a waste, the company will not be cutting
salaries and other benefits for the employees. You want the rumours to stop spreading
because it's hurting morale.
Duties: you will start and control the meeting.
Goal: to convince the employees in the meeting that their jobs and benefits are secure ; to
encorage the employees to tell their colleagues rhat it is not true.

Manager 2.
You've heard employees discussing rumours that mangement is cutting costs, including jobs.
You know that these rumours are only half-true. The company wants to save money, so they
are cutting small things such as electricity and the expensive candy in the break room, but
they will not be cutting jobs or benefits.
Duties: take notes during the meeting ; ask the employees how the management can help
stop spread the rumours.
Goal: find a solution to the problem.

Employee 1.
You've heard lots of employees say that the management will be cutting jobs. You know that
everyone truly believes the rumours are true. The employees are scared and th emorale is low.
Duties: ask the managers what they will do to stop the rumours from spreading.
Goals: find a solution to the problem.

Employee 2.
You've been helping to spread the rumours that jobs will be cut. You heard from a reliable
source in the management that they are worried about money, so you believes the rumours
about the job cuts are true. (you don't want to say who told you)
Duties: ask the managers to tell the truth ; make sure th emanagers know the employees are
very worried about their jobs.
Goal: find out if the rumours are true.

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 FOCUS ON PRONUNCIATION

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