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Welcome to Business English Ebook!
Go to http://www.BusinessEnglishEbook.com/eBook.htm to find the links where you can download your bonus eBooks - including: 1. Fast Track Grammar Review for EFL Teachers 2. Successful Presentations - for Business English Students and Teachers
Introduction to Business English
Business English can be financially and personally rewarding for both teachers and students. Teachers can often earn up to 50% and more per classroom hour, and successful Business English students are often fast tracked for more lucrative assignments in their companies. In this Business English Ebook you will notice a stress on functions. When teaching Business English, you will do far better to focus on functions than on traditional grammar-based lessons taught by most English teachers. The business world is results-oriented, and teaching functions is the way to get those results. Lack of skills with functions is exactly why you will find many EFL students who can’t even string a sentence together in spite of years of English lessons - even with native speakers. BE the magic your students are hoping for - help them succeed! This eBook is intended to supplement lessons at www.BusinessEnglishEbook.com
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Contents: Functions and Quizzes
1A. 1B. 2. 3A. 3B. 3C. 4A. 4B. 4C. 5A. 5B. 6A. 6B. 7A. 7B. 8. 9. 10A. 10B. 10C. 10D. 11. 12A. 12B. 13.
Business English Functions
Introductions: Introducing Yourself Introductions: Introducing Others Greetings and Responses Telephoning: Introduction Telephoning: Taking and Leaving Messages Telephoning: Recording and Leaving Voice Mail Messages Inviting: Inviting, and Accepting or Declining Invitations Inviting: Accepting Invitations Inviting: Declining Invitations Offering: Offers of Assistance or Hospitality Offering: Accepting and Declining Offers Making Requests Responding to Requests Making and Responding to Complaints Responding to Complaints Describing your Company and Job Describing Products Asking for and Giving Opinions and Preferences Interrupting to Give your Opinion Asking for Opinions Strengthening an Opinion or Statement Supporting your Opinions Checking and Confirming Facts Asking for and Giving Explanations Talking about Company Plans
4 5 9 13 15 19 24 25 26 27 27 30 31 32 33 35 37 39 40 41 41 43 46 47 49
14. 15. 16. 17. 18. 19. 20. 21. 22. 23. 24. 25.
Business English Vocabulary Quizzes
Job Duties and Prepositions Getting Numbers Right: Accuracy and Approximations Money, Money, Money Job Titles and Duties Describing Employee Characteristics Business English Synonyms Finance: Business Performance Salary, Compensation and Benefits The Economy Your Unique Selling Proposition The Protection of Intellectual Property Rights Finance and Accounts
51 52 53 54 55 56 57 58 59 60 61 62
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how was your flight? Dr. Lee: Just great. Copyright © All Rights Reserved TEFL eBooks dot com . or not. Dr. If you don’t know or can not recognize the person two additional steps are required.4 1A. Lee from Biotech Associates? Dr. Lee. are you Dr. At conferences or meetings. Introductions: Introducing Yourself Business people don’t always have the luxury of a third person to make introductions. Jee Ah Park: Well. from or even I work for when indicating your company. will tend to be less formal. just by their nature. . . Example Dialog 2 (can identify the person): Jee Ah Park: Good Afternoon. These types of self-introductions. depending on whether we can recognize the person we are meeting. Good morning! I am Jee Ah Park from Wyndham Consulting. Everything went well and I got here on time . . Conversation Plan Can not Recognize Person Excuse yourself Enquire about their name Can Recognize Person Greeting Introduce yourself Identify your company Enquire about their well-being Begin your conversation Example Dialog 1: Jee Ah Park: Excuse me. people may have already been introduced and so are known to you or may possibly even be wearing a name tag. I am. how was your flight? Dr. ** You may use either with. thank you. Such introductions typically take the following form. Lee: Yes. everything went according to plan . I am Jee Ah Park with** Wyndham Consulting. . Lee: Just great. Meeting someone at an airport or making contact at a conference or exposition often means we must introduce ourselves.
the new delivery boy. As in: Mr.5 Activity: Use the table below to practice introducing yourself. Peterson (CEO). often in settings similar to what you have just practiced. Conversation Plan . Etiquette (good manners) generally dictates that the most important person’s name should be the first stated.*** Toyota Samsung ASARCO Mining Enquire about How is the conference going for you? How was your flight? Have you been to London before? Would you like to join us for lunch? Dr.Activity Can Recognize? Yes Yes No No No Initiator Name Barbara Young Oscar Armenta William Anderson Michael Katz Ho Young Park Initiator Company ICT Int’l** Sonora Services Sony Financial Partners Automated Devices Recipient Name Amy Chung Koji Tanaka Jung Ah Park Abdullah Ali Recipient Company Haier Ltd. Copyright © All Rights Reserved TEFL eBooks dot com . Ramon Research May I ask some Soto Associates questions about your presentation? ** International ***Limited The Initiator is the person who begins the conversation 1B. Play both sides of each role. Introducing people to each other has a different form than just introducing yourself and tends to be more formal in register. this is Jimmy Wynn. Introductions: Introducing Others It is more common in business that we will be introducing a colleague to someone they have not met.
Wana Amado. (least formal) **Some etiquette coaches suggest never using meet Example Dialog 2: Department Head: Ms. Model Introductory terms: This is . . He’s our new head of research. . May I introduce . (most formal) I’d like you to meet** . (less formal) Meet** .6 These introductions will generally follow the form below: Conversation Plan Name of most important person Introductory phrase Name of other person Information about the other person Name of most important person Information about most important person Example Dialog 1: Maria Costa: Ms. . . . . Amado is the Chairman of the Board. . . I’d like to introduce . Example Dialog 3: Bob: Jimmy Heard. Francisco Barraza. . Copyright © All Rights Reserved TEFL eBooks dot com . Park is our CFO. May I present . We played on the tennis team at university. . William Spitz? He’s our new auditor in the contracts department. Jimmy and I grew up together in California. I’d like to introduce Dr. . Ms. . Anna Park. Mr. meet John Smith. may I introduce Mr.
B. Superior Court of Arizona Nigel Winters Sarah Conners ** Representative Activity 1: Use the table below to practice introducing people.Activity 1 Most Important Person Winston Wu Dr. Public Defender’s Office Head of Accounting Somchai Wongsak Anders Consulting Dean of Institute of Public Management Judge. your partner and your partner should introduce them to you. Write your name. Circulate around the classroom and introduce other students to each other by using their papers. Copyright © All Rights Reserved TEFL eBooks dot com . very formal. Let them introduce you by using your paper. position. Omar Al-Harthy William O’Neill Job + Company Other Person Job + Company New account Anders Consulting Sales Rep** Xerox Corporation Attorney. You will need to decide the “most important person” and if the language should be formal. Introduce them to Conversation Plan .it’s up to you.Activity 2 Name Bill Barnet Jims Van Dermar John McGarret Suda Tannawat Role Head of C-9 Consulting Governor of State of New York friends Your mother Name Teddy Wilmers Elizabeth Windsor (Queen Elizabeth II***) Role Looking for a job Queen of the United Kingdom Work at the same hotel**** Your supervisor from work**** Annika Robinson Alisdair Forbes ** Representative *** Queen Elizabeth the Second **** who is most important here is difficult to know . company and one piece of additional information about yourself (hobby or other interest) on a piece of paper.7 Activity 1: Use the table below to practice introducing people. Conversation Plan . or informal. Give and participate in at least five introductions. Activity 3: A.
youtube..8 Other Less formal forms of introduction Have you met . etc. Mr. Bill Robinson should meet Ms. Mr. Maria Robles. Rupert holds over 55 patents in the processes that we use here. 4. Ms. Dr. Do you know . Meet my friend/mother/sweetheart/partner . Dr. It is always helpful to give a little additional information about each person to help start a conversation after the introduction. don’t address the other person by their first name unless they give you permission . . . Forms of address should be kept equal. If you introduced yourself. 3. . Examples: Wilhelmina is a fifth degree black belt. Some cultures and some individuals prefer to use more formal forms of address. often even with routine coworkers.com/watch?v=GqQYS50TyfM Copyright © All Rights Reserved TEFL eBooks dot com . . Shin was Olympic swimmer in his younger years. . Robles. Not Bill meet Ms. . Keep in mind these etiquette tips: 1. Always use both first and last names (family and given names).. Etiquette Coach Reviews Proper Introductions Method Click here to see it: Click here to see it: http://www.continue to use Mr.. 2.
Anderson: Just fine. sir. How specific you want the enquires to be will depend on the closeness of your relationship with the person you are addressing. How about you? Ms. It is important to note that a general enquiry of someone you see daily is not an invitation for a detailed response. Daily Greetings and Responses with General Enquiries Greetings Good Morning/ Afternoon Morning/Afternoon Hello Hi General Enquiry How are doing? How are things going? How are you? How’s it going? Response Very well. Courtesy requires that you return the greeters enquiry. Just fine. Anderson. to give a detailed response would be seen as inappropriate. You will also need to determine the register that is appropriate for your relationship and work setting. as are routine daily greetings from the greetings for a coworker after an absence. Yupa: Good Morning Mr. thank you. thank you. Register formal neutral neutral informal Example Dialog 1 (quite formal): Ms. Not bad. Example Dialog 2 (neutral): Ms. Pretty good. English greetings are often coupled with a question about the person’s well being or activities. And how about you? Ms Yupa: Fine. Yupa: Great! Thanks. even if you are not really interested. thank you Yupa. Adding a person’s name to your greeting or response increases the formality. Yupa: Good Morning. Copyright © All Rights Reserved TEFL eBooks dot com . How are you doing? Mr.9 2. Anderson: Very well. Indeed. How are you today? Mr. Greetings and Responses Greetings and responses in English are different the first time you meet someone from the second time.
Example Dialog 1 (quite formal): Ms. Pretty good. Not bad. How did the sales trip go? Mr. Ms Yupa: That’s good news. thank you Yupa.10 Specific Enquiries of People you See Regularly If a lengthy response is given to a specific enquiry. Yupa: Just quiet and relaxed. Anderson: Bumpy and very late. Yupa: Hi. it is less likely the responder will return an enquiry to the greeter. Yupa: Good Morning. Anderson. Just fine. but that’s what I wanted. we had a wonderful time. How was your weekend? Ms. thank you. But it all work out okay. Example Dialog 2 (neutral): Ms. Anderson: It was great. Yupa: That’s good. We doubled last years sales at the same exhibition. Daily Greetings and Responses with Specific Enquiries Greetings Good Morning/ Afternoon Morning/Afternoon Hello Hi Specific Enquiry How did the sales trip go? How was the flight? How was the reception? How was your weekend? Response Very well. Example Dialog 3 (informal): Ms.** Register formal neutral neutral informal ** EFL/ESL students should know that Not bad can mean okay or even pretty good. how was the concert? Mr. Ms. How was your flight? Mr. Copyright © All Rights Reserved TEFL eBooks dot com . Anderson: Very well. Yupa: Good Morning Mr.
Supaporn. Greeting People you have Met only Once Greeting It’s nice to meet you again. Register formal formal informal informal Greeting People you have Met a Few Times Greeting It’s good to meet you again. Yupa: Good Morning Mr. Good/Nice to see you. I’m pleased to see you again. I’m pleased to see you again. Mr. Great to see you again. Yupa. Note that How do you do and Pleased to meet you are used only for a First Meeting. Register formal formal informal informal Example Dialog 1 (formal): Ms. Anderson: You too. Example Dialog 2 (informal): Ms. Anderson: It’s good to see you again too.11 Greeting People you don’t often See Greetings and responses will tend to be more general with people that you don’t see regularly or that you see rarely. Great to see you. Bob. Mr. Anderson. Great to see you. Question: Is the greeting to the right inappropriate? What do you think? Copyright © All Rights Reserved TEFL eBooks dot com . See the modifications on the table. Nice to see you again. Ms. Yupa: Morning. I’m pleased to see you again. Use the table below as a guideline for those greetings.
Miriam’s supervisor neutral formal neutral Michelle Richardson Anton Ryan Miriam Nsinamwa Activity 2: Use the table below to practice greeting people.12 Activity 1: Use the table below to practice greeting people. greet your partner and your partner should greet you.Activity 1 Specific or General Enquiry General Specific: Attended Madonna concert on the weekend General Specific: Just returned from vacation in Europe Specific: Attended a common friend’s wedding yesterday Register formal informal Greeter Name Jennifer Oh Gale James Responder Name & Role Robert Cooke. Jennifer’s supervisor Lee Wah. Long-time friend Jerry Pierce. equal coworker Tabitha Thothe. supervisor Wanda Wie. greet your partner and your partner should greet you. Practice in pairs and Conversation Plan .Activity 2 Have Met Only once A few times Only once A few times Register formal informal neutral formal Greeter Name & Role Olan Olander Lindy Liu Michelle Richardson Anton Ryan Responder Name & Role Morgan Cruck. Practice in pairs and Conversation Plan . Anton’s supervisor Teddy Lee. equal coworker Bill O’Neill. supervisor Activity 3: Go around the room and greet your classmates using whatever register and roles you wish. Copyright © All Rights Reserved TEFL eBooks dot com . Long-time friend Anthony Kim.
and their employees. can provide the repetition necessary to inspire repeat purchasing decisions". In other words. then your standards for answering the phone are "off brand". Janelle Barlow. you will start looking at your phone as a sales building tool. it is a reflection of their "brand". their marketing. maybe. Breathe! Before you pick up the phone. Most of people are "shallow breathers". positive relationship! 1. sound tired when they answer the phone. If employees are trained to do the same. Dr. Identify yourself. Telephoning: Introduction to the Business Aspects Businesses need to think that every time their phone rings. you bet. in her book. Copyright © All Rights Reserved TEFL eBooks dot com . you are more apt to answer the phone with a little more expectation in your voice rather than disinterest. how can I make it a great day for you?" Hokey. Practice taking a very big breath and answering the phone at the top of that breathe. you may answer the phone this way. but if your customer can never get someone to answer the phone when they call. There are interesting statistics that show people develop a perception about your business within the first 30 seconds of a phone conversation and their final opinion of you in the last 30 seconds. 2.13 3A. Since they have taken the time to call you. You will continue speaking on the exhale of that breath and the caller will hear energy in your voice! You can also practice it when you are making a call and start your breath as the phone is ringing on the other end. "Thank you for calling Merchandise Concepts. She also spends a great deal of time discussing being "on brand" or "off brand". You'll be surprised how you feel when you use this technique. memorable. Give your full name and function and or the name of your company. The goal is to sound like you like your job and you are glad they called. you may say in your advertising literature and in store signing that the customer is number one. on brand. maybe. it is their paycheck calling. Let's look at some phone tips that will boost that final opinion to one of an ongoing. take a deep breath. When you think about your phone calls that way. this is Anne Obarski. Businesses must look at their phone with as much respect and interest as they look at their merchandise. They take small breathes in and out and therefore. "Reinforcing a brand through every customer touch point. Branded Customer Service says. friendly.
Customers don't like to be ignored and by multitasking. "You'll have to go to another register. How many times have you had to re-play your answering machine to understand what the person was saying or the phone number that rattled off too fast? 3. talking on the phone. People call us on the phone to have a problem answered. I am going on break now". and tone and focus. we are not focused on the customer's wants and needs. If you still have trouble listening. Visualize the person. Be Sincere. Have you ever been in a store and you were just about ready to put your things down on the counter to pay for them and the employee says. By taking notes you can verify with them as well as yourself. What easier way than to ask for their continued business at the end of each and every phone call. isn't? How many times have you been in your office answering email. the first 30 seconds established a positive perception about you through voice. they have a question and want it answered quickly. the important points of the conversation and the action items that needed attention. The way you speak over the telephone conveys 85 percent of your message. Listen attentively. Put everything down when you answer the phone! Easier said than done. You can make that a positive experience by thanking them for calling. To build a strong business. Whether it is to get driving directions. we are all "problem solvers" in some way. intelligently and politely. If we are honest with ourselves. The last 30 seconds will be when the caller finalizes their opinion about you. Use a headset if possible. to keep your hands free. A customer will remember how attentive you were to their needs when they are asked to make a referral! 4.14 One important tip is that of slowing down when you answer the phone or when you call to leave a message. even if you don't know them so that you remind yourself you are engaged in a two-way conversation. 5. or hours of operation or questions about our merchandise. If the phone call has been successful. thanking them for their continued business. reviewing the problem you were able to solve and then most importantly. It is important to put the customer's needs ahead of yours. Outcome. so by focusing on the previous 5 tips you and your employees can make it a smooth flight in your business each and every time your phone rings. listening to your iPod and sipping on a Starbucks? Me too. start taking notes on what they are saying. Shame on us. you need to have repeat and referral business. Go to the next page Copyright © All Rights Reserved TEFL eBooks dot com .
Answers the telephone Gives their name and asks to speak to Ms. X is not in. 7. 9. Thanks B. X B 4. Confirms or corrects the message. 8./Ms. Answers.15 3B./Ms. Tells the caller that Mr. Asks for confirmation. Go to the next page Copyright © All Rights Reserved TEFL eBooks dot com . Says they will give the message to Mr. 11./Ms. Asks the caller to wait. 5. X will return. Says good bye. Says good bye. 2. 12. Thanks A. offers again to take a message. Offers to take a Message./Mr. 3. X. Leaves a message and telephone number Repeats the message to confirm its accuracy. Reply affirmative or negative. Asks if there is anything else. Telephoning: Taking and Leaving Messages The structure of most business telephone conversations that involve the leaving and taking of messages is similar to this: Conversation Plan: Leaving and/or Taking a Message A 1. Asks when Mr. 6.
and Ms. May I take message for him? B: Yes. is that correct? B: Yes. Is there anything else I can help you with? B: No thank you. . I am at 555-3287. please. please. please. you booked a slip for January 23rd. Mr. Wu isn’t in today. He’s got our telephone contact number. please. We’d like to know if that is okay. I’d like to speak with Anders Olafsen. that’s all I need for right now. that’s correct. you need to reschedule your appointment for Friday. Olafsen is not in his office right now.16 Example Dialog 1: A: Boat Lagoon Marina. may I help you? B: Yes. We have an appointment for 10 AM Friday. A: One moment please . is that correct? Copyright © All Rights Reserved TEFL eBooks dot com . We booked a slip** for January 23rd to February 15th. but would like to arrive on the 20th. This is similar to booking a room at a hotel. A: I’ll leave the message for him. I’m sorry. Mr. ** Booked a slip means they reserved a berth for their yacht at the marina (a parking space for their boat). I’d like to speak to Jenny Wu. good bye. or not. A: Thank you. may I help you? B: Yes. A: One moment please. Example Dialog 2: A: Anderson Consulting. Dominguez. This is Omar Al-Harthy. may I take a message for her? B: Yes. Ms. . Chang. my name is Willy Chang. but we’d like to arrive on the 20th now. This is Jeanie Moss. Wu can reach you at 555-3287. Ms. but I need to reschedule. A: Okay. I’m sorry. A: Okay. my name is Sally Dominguez. Good bye.
********** Activity 1: Working in pairs. this simple structure provides for accurate communication of messages in most circumstances. Is there anything else I can help you with? B: No thank you. good bye. A: Thank you. Inc.Activity 1 name & # Connie Scordato 2586-9936 Angel Cabrera 555-2684 Kevin Choi 326-1761 Louis Parrish 524-8888 company Tucson Restaurants Cooperative Real Estate Resources. that’s all I need for right now. Mr. As you can see. Check to make sure they are correct. Conversation Plan . Thank you. use the table below to practice leaving and taking telephone messages. Good bye. Key Would like her company to Management take over management of a Company new apartment building. that is correct. write down two of the messages from Activity 1 and your partner should write down the other two. Chang.17 B: Yes. Copyright © All Rights Reserved TEFL eBooks dot com . A: I’ll leave the message for him. Practice both sides of each dialog with your partner. Rising Sun Auto Fleets Pima Investments Interested in leasing two new limousines Interested in leasing office space in their new building Activity 2: Using the forms at the top of the next page. PDA Associates Rincon Realty calling Kenji Matsumo Terrie Siddons Kris Cox Wendy Ronstadt at about Lotus Garden The new menus have been Restaurant printed and are ready to be picked up.
practice leaving and taking telephone messages with several partners in the classroom. Practice both sides of each dialog. Use today’s date and the current time.18 Use the forms below to record (write down) two of the messages from Activity 1 on the previous page. Activity 3: Using the table on the previous page as a model. Create new dialogs based on your business experience. Copyright © All Rights Reserved TEFL eBooks dot com .
Writing it out will help you say exactly what you need to say: nothing more. paying attention to something as simple as phone message strategies can be a vehicle for projecting the professional image you want your coworkers. let people know if you are in or out of the office and when you will be likely to call them back. For employees. Script your message. 4. 2. so they can make sure they are smiling when talking on the telephone. A smile makes your voice sound warm and friendly. Don't leave mistakes on your outgoing message. Boil it down to a brief phrase and use it in your outgoing message. Practice your message before you record it. 1. Get feedback from at least 3 friends or colleagues. This will add energy and vitality to your voice. And you'll find it easier to control your pacing and tone when you've got something written to practice. Is your voice mail greeting as professional as possible? Do the voice messages you leave give a positive impression of you and your company? Eight Tips for Your Outgoing Message: When people call your voicemail do you sound welcoming. a phrase that articulates a key benefit to your customer. Telemarketers often have mirrors on their desks. Does your message sound as good as it could? If not. Telephoning: Recording and Leaving Voice Messages Businesses want to protect and project their credibility and professionalism with every opportunity. Say it over and over again out loud to make yourself familiar with the words. Smile while recording your message. 3. energetic and sincere or do you sound angry. bored or half asleep? Here are several steps to follow to put your "best voice" forward. Include your USP in your message. re-record! 6. For example: We guarantee the lowest prices in paper products worldwide. and supervisors to see. 8. What does that tell your customers and clients about your attention to detail? 7. Stand up while recording your message. Your USP is your unique selling proposition. If possible.19 3C. Customize your message daily. clients. honest. 5. You'll also be less likely to make a mistake when reading from a script. Copyright © All Rights Reserved TEFL eBooks dot com . nothing less.
. etc..wind creates a rattling sound in the microphone 4. What’s your phone number? Leave it.. I say: "My number is .. Does your call need to be returned? Yes or no. Another simple strategy is to give your number. 3. Consider those messages you've had to listen to three or four times just to get the phone number..544. I make a habit of pausing for a breath between each set of numbers. “I will call back. Be ready for voice mail and if you are NOT ready.” Prepare you message and then call back. 4. Use a quiet space (no barking dogs) 3. Why are you calling? Leave the reason. make sure you have good reception 2. 1. make it longer. Call from a landline.. Speak slowly Go to the next page Copyright © All Rights Reserved TEFL eBooks dot com .20 Leaving a Voicemail Message: 1.make it easy to hear and understand you. but if it needs to be longer. twice. Who are you? Your name. Grouping the numbers in pairs helps the person writing the number do it faster and more accurately. If not." I say the last four numbers in pairs. ..) Leave your phone number clearly and slowly A simple strategy for leaving your phone number is to write it as you speak it. For instance. feel free to say. Stay indoors and avoid wind .. 2.775.to improve the clarity of your call 2. First when you state your name. to have them send you an email. second when you ask them to call. State your telephone number again The entire message should take no longer than 30 seconds.79.84. 5. Speak loudly and clearly . How to Improve your Voicemail Message: Know before you call the reason for the call Start by saying your full name and company or department connection State the reason for the call State clearly what you want (a call back. in the same fashion. if at all possible . Finally . 5.. a message left for you.
Check your partners voice script. . or leads. Make sure your voice mail greeting invites your callers to leave their message and call back information. telephone number and a detailed message and . Copyright © All Rights Reserved TEFL eBooks dot com .21 A poorly recorded voice mail greeting can actually turn away customers. . Read it to a partner and let them determine if you have covered every point on the table. The structure of most business voicemail messages is this: Pre-Recording a Voicemail Message purpose Identify yourself and company Where you are Will you be checking your voicemail? Will you be returning calls? How soon? What do you want them to do? Say again that you will return their call Thank them for calling Tell them when to start recording their message message Hello. don’t stumble through the message . Thank you for calling. I am away from my office on a business trip . but I will be checking my voicemail daily and will return any calls within 24 hours. Leave your message at the tone. Activity 1: Work in pairs and use the format in the table above to write a voicemail message for times when you are away from your office. . I will return your call as soon as possible. clients. Let’s find exactly how to do what we need to do. Prepare your message and call back. . Leaving a Message on Voicemail Be prepared to leave a voicemail when you call anyone who may not be in at that time.just say you will call back. The quality of your message conveys your attitude toward detail and will reassure your customers and clients that you will deal with their concerns professionally. this is Morgan Harrington at Consolidated Attorneys. Please leave your name. If you are not prepared.
Leaving a Voicemail Message purpose Identify yourself and company Give you telephone number Why are you calling? What do you want them to do? Why? Suggest a time when they can contact you message Hello. Your telephone number AGAIN Again. this is Bawalili Nsinamwa at Marothodi Industries.22 Leaving a voicemail message is very much like pre-recording a message. John MacGee 375-0988 SamuiGazette Newspaper Robert Bilby from Chee Ling Gold Shop calling Suwanee Prasert at suggested call back message Jewelry Today 2-5 PM. I am calling to check that your latest order arrived with no problems. I’ll be at the office today [Wednesday] from two until five PM and Thursday from 8 AM until 6 PM. for doing business with Marothodi doing business with you. 3. this is Bawalili Nsinamwa at 702– 309 in Francistown. I’m at 702-309 in Francistown. Thank them if they are already Thank you AGAIN. Activity 1: Work in pairs and prepare a message to leave on voicemail using the information in the table below: Activity: Leaving a Voicemail name and telephone 1. Winnie Montri 227-6834 2. Vichai Singh 455-7820 Lemongrass House Kenneth Ho Mandala Spas Copyright © All Rights Reserved TEFL eBooks dot com . It is important to us that we get it done right. Shipment of Wholesalers Tomorrow 8-11 gold wire has AM arrived Richmond Developers Tomorrow before 5 PM deadline for the printers Anytime Tomorrow Between 9 & 6 Do you want your display advertisement in this week’s newspaper? Massage oil shipment has been delayed by one week. Industries. Please let me know if everything was to your satisfaction.
Click on the link to view the videos in a new window.youtube.23 Activity 2: Work in pairs and create a message to leave on voicemail for one of your regular contacts outside your company.com/watch?v=6cI0WlxwHFA Copyright © All Rights Reserved TEFL eBooks dot com . Use common sense in trying new ideas depending on the culture of your company. Finally . Read it to your partner and have them read theirs to you. . .youtube. Some creative suggestions for voicemail.com/watch?v=BjvODfVKj2c Voicemail Ideas for Sales People http://www. Change your Voicemail http://www. Check to be sure all elements of the message are present.
and Accepting or Declining Invitations Invitations can be made in formal and informal ways. Copyright © All Rights Reserved TEFL eBooks dot com . We would be very pleased if you would come along for dinner tomorrow evening. but invitations to close colleagues can.24 4A. More personal informal invitations can be used with people you know well and with whom you have frequent contact. at times. In business settings the default invitation will be formal. Use both formal and informal invitations. be informal. though frequently used. Inviting: Inviting. informal How about dinner tonight? Why not join us for a few drinks after work? What about getting dinner before catching the train home tonight? Why don’t you** come over for tennis this weekend? ** Why don’t you. can carry a slightly negative tone in some cultures. Activity 1: Work in pairs using the table on the next page to practice inviting your partner to different activities and events.key phrases are italicized: Invitations formal I was wondering if you would like to join us for a meal. Would you like to come with us to the Guggenheim Museum this weekend? We are hoping you will come along on the boating excursion tomorrow. Use formal invitations with people you have only met a few times or who are ranked above you in position. Invitations typically take this form .
I’ll be there. thank you. informal Thanks! + + + + + + + + + + Accepting That would be wonderful.and accept those invitations with appropriate thanks and acceptances. That’s very nice. Copyright © All Rights Reserved TEFL eBooks dot com . Thank you very much. That sounds wonderful. thank you. Thanking formal You are very kind. I would love to come. I’d be delighted to come. Thank you for inviting me. Accepting Invitations When accepting an invitation it is courteous to add a phrase of thanks to your acceptance. Use both formal and informal invitations . Both partners should invite and thank and accept. The following phrases can be combined in their common register. Activity 2: Work in pairs using the tables on this and the previous page to practice inviting your partner to different activities and events.25 invite Your boss A coworker Your department head The new supervisor in your department to Dinner A BBQ Karaoke with everyone in the department To go sailing when Friday night Saturday afternoon Today after work register Formal Informal Informal Sunday morning Formal 4B. That sounds fun. What a good idea. I would really enjoy that. That’s a great idea. That’s very kind of you. I will look forward to that.
Both partners should invite and thank and decline.and decline those invitations with appropriate thanks and reasons. Notice how often the simple use of Thanks indicates register. as well as to offer a reason why you can not accept the invitation. I wish I could come I really wish I could + + + informal Thanks but I can’t make it + I’ve already got something scheduled. using appropriate registers. . Role play invitations of CEOs and equal coworkers. Use both formal and informal invitations . . I can’t come but I won’t be able to . accept and decline using appropriate registers. . Invite your partner to realistic company functions and personal activities. I wish I could + + but I can’t + I’m doing something else then + I have a commitment every Wednesday Activity 1: Work in pairs using the tables on this and the previous two pages to practice inviting your partner to different activities and events. Copyright © All Rights Reserved TEFL eBooks dot com Activity 2: Work in pairs using the same tables.26 4C. but I can’t + Reason I have a previous commitment + I won’t be here then + + I am busy on Wednesday I’ve already agreed to something else Thank you very much + Thank you. Thank. Sorry I’m sorry. The following phrases can be combined in many different ways in their common register. Thanking Or Apology formal That’s very nice of you + That’s very kind of you + Thank you for the invitation + Declining but I can’t make it unfortunately. Declining Invitations When declining an invitation it is courteous to add a phrase of thanks or apology.
Copyright © All Rights Reserved TEFL eBooks dot com . Offering Offers share some common ground with invitations as an invitation is a polite request to join in an activity or event.27 5A. with one minor exception: you are not required to give a reason for not accepting an offer. accepting and declining offers follow similar structures as that of accepting and declining invitations. As in all business situations formal use of the language is preferred when interacting with persons of higher organizational rank and certainly when working with clients and customers. Accepting and Declining Offers As with the offers themselves. Offering Assistance and Hospitality formal Would you like* some help with the Thompson audit? Would you like another cup of coffee? Would you like some help with that? Shall I jump in and help with tomorrow’s presentation? informal Do you want me to help you with that? Do you want another coffee? Why don’t I give you a hand here?** How about a hand?*** Do you want me to book that flight to Pusan for you? * Would you like is the structure used for Inviting ** Giving a hand is an offer of assistance *** How about a hand? Can be used to offer and request assistance 5B. Reserve the lower register informal language for coworkers and people you interact with frequently. Use the chart on the next page to review the structures involved. Much of what you learned in the previous section can be applied here.
Thank you. . How about . No thanks. please. please do. How about . . Accepting Thank you. Would you like . No. . . That’s not necessary. . . . Accepting That’s a good idea. Yes. Why don’t I . . thank you. That would be very kind. Thanks.28 Accepting and Declining Offers Offering formal Would you like me to order in some food since we are going to work so late? Shall a call a taxi for your trip to the airport? Would you like me to let the contractors know that we have finished the proposal? Would you like me to . . . . Why don’t I . . Offering Do you want . Yes. . Yes. Offering Would you like . . . . . but thank you. Thanks. Shall I . Declining No. . Please don’t bother . that’s a great idea. Offering informal Do you want me to order in some food since we are going to work so late? How about if I call a taxi for you? Why don’t I call the contractors to let them know the proposal is finished? Do you want . No thanks. I would appreciate that. That sounds great. thank you. I’m fine. that’s okay. please do. . Copyright © All Rights Reserved TEFL eBooks dot com . . . Declining No. please. .
3. 6. to practice making offers and accepting and declining the offers. 7. Accept and decline the offers using the appropriate register . Help interview applicants for the vacant position. 2. Look over* the books** for a small company your CEO wants to buy for himself. Use both formal and informal registers and you must decide what is appropriate for the situation.depending on the role your partner is playing. Make sure that your partner agrees. Activity 2: Work in pairs and make offers to your coworkers about situations that would be realistic where you work. for your boss Your supervisor a friend a potential client your district manager new employee your CEO and s/he accepts declines accepts accepts declines declines accepts * Look over means to examine or inspect * * the books are a company’s accounting records. This person works for you. Copyright © All Rights Reserved TEFL eBooks dot com . Work late to help finish the Park Corporation audit. Conversation Plan: Offering. Practice both sides of the exchanges. 5. Declining you offer to 1. 4. Give a full presentation to the board of directors. Help her move to a new apartment on the weekend. Drive your new employee home after work. Call on a new account to answer some complaints they have.29 Activity 1: Work in pairs using the tables on the previous two pages AND the table with situations below. Accepting.
Decide if you need to make a request more or less formal depending on the situation. . [do something] Could you . . 4. 2. . As you would not typically make a request for assistance or service from a superior at work. . . followed by a drink. [do something] Would you . . please.30 6A. * A toast is a short speech in praise of someone. . [do something] If you wish your request to be more formal use: Would you . Hold your phone calls Please help me for a couple hours You want a work reference from her Remove the coffee stains from the floor Copyright © All Rights Reserved TEFL eBooks dot com . the register form for most of the phrases here is informal. [do something] Could you possibly . . . Would you mind giving a short toast* to the CEO? Do you think you could get this printed for me? Could you let the office know I’ll be back later than I expected? Could you possibly arrange a private room for twelve for dinner? Can I . Making Requests The phrases in the table below can be used to ask for assistance or to request specific things or services. Activity: Work in pairs using the table above and make requests for the suggested assistance/privilege on the table below. Conversation Plan: Making Requests Can I have another cup of coffee. 3. please. The speech is given with the drink in hand and raised. [do something] Do you . Your boss Your Secretary Coworker A friend/coworker Office cleaners the situation You have a doctor appointment tomorrow You are very busy right now You are super busy with the Wui contract Your are looking for a new job You spilled coffee all over the floor this morning your request To come to work late tomorrow. 5. . . .. Activity for Making Requests who you ask 1.
. . as with declining invitations. sir. Could you possibly . . Activity 1: Work in pairs using the table above and make requests of your partner. Would you . . . Can you . ma’am/sir Negative Replies I’m sorry. . Do you . Give positive and negative replies. Requests Can I . but + reason Example Dialog 1: A: Do you mind helping me move this desk out in the hallway? B: No problem! Example Dialog 2: A: Robert. . Partners should make both positive and negative replies. Remember to provide a reason when giving a negative reply. . + reason I wish I could. Copyright © All Rights Reserved TEFL eBooks dot com . . can you bring in the Torres contract? B: Right away. + reason My apologies.31 6B. . that’s not possible. + reason I’m afraid not. need a stated reason. Provide a reason when giving a negative reply. Responding to Requests Courtesy requires that negative replies. . . Activity 2: Work in pairs and make requests that would be normal in our work setting. that’s no problem You bet! Right away. Positive Replies Of course No problem I would be happy to Yes. Work around the room and do the exercise with at least two other partners. Could you .
exactly what you want done to solve the problem. Tell the people to whom you are complaining. Making and Responding to Complaints When making complaints to suppliers or other stakeholders in your business. Long complaints confuse people as to exactly what the problem. Example Dialog: A: Good morning. . Look in the Business Communications eBook that is part of this package for information on how to write and document complaints. For this portion of the eBook we will focus on making complaints verbally. Concise. Get the facts around the problem. etc. 3. To be effective a complaint should be: Concise Constructive Factual Friendly 1. I’m afraid I’ve got a problem with the last order. Sales Department. but also very clear way. quantities. how can I help you? B: This Teddie Oh at Casual Clothing Ltd. it is important to do it in a courteous. Teddie. A: Oh no! Let me connect you with your sales representative. . Have at hand relevant details such as dates. One moment please . Angry and confrontive interactions are less likely to get the problem solved satisfactorily. I’m sorry to hear about the problem.32 7A. 4. Friendly interactions will have staff happy to help you resolve the problem. requirements.know. Say it in one sentence so that you are clear. Constructive. This is Tabitha. Copyright © All Rights Reserved TEFL eBooks dot com . Please give me the details. 2. names. Jeffers here. Friendly. Don’t guess . Serious issues should be addressed in writing. Marothodi Textiles. Jeffers O’Reilly. invoice numbers. Factual.
We’ve got a printing run scheduled for Monday morning that uses that dye. Thanks a lot. I’ll call you Friday afternoon to make sure it got there okay. the invoice says six containers of the reactive dyes. I’m not sure where it went wrong. Here are the essential points: Responding to Complaints Apologize Ask for Details: Be Sure you Know What is Wrong Take Action Check Back to be Sure the Customer is Satisfied Copyright © All Rights Reserved TEFL eBooks dot com . in the dialog. so we sent you the wrong kind of dye. . I’m very sorry. But the shipment was of pigment dyes instead. When they deliver the dyes. I’ll talk to you Friday. my apologies for the mix up. A: Good bye Teddie. It should get to you no later than Friday. B: Jeffers. A: Teddie. this is from invoice BD2245.33 B: Hi Jeffers. Okay. B: Alright. I’ve got it. it could have been a real problem. A: I see. A: One moment please and I’ll bring it up on the computer . A: Let me express ship the correct order to you . fair and responsive manner will keep them in the fold. Okay. can you please return the pigment dyes. 7B.right now. via return billing? B: Sure thing Jeffers. it arrived this morning. . the essential components of responding to a complaint from the table below. Good bye. we really need the dye here as quickly as possible. work together and find. go ahead. After reading the dialog. Activity 1: Work in pairs and read the dialog to each other. again. Responding to Complaints Customers are a businesses lifeline and answering their complaints in a friendly. And. which is what we ordered. but I’ll do my best to make sure it doesn’t happen again. B: Thank you Jeffers. sorry to bother you with this. but I need your help.
. . . Manila Motors problem Invoice order BB33-65 never arrived. Resend the Continental order Shippers Heinz Erhardt. . Responding to Complaints I’m very sorry . . . In 15 minutes * HQ means headquarters Activity 3: Work in pairs making and responding to complaints that would be relevant to your business operations. Ltd. My apologies for the mix-up* I’m sorry for the inconvenience . There’s a problem with . British Air Flight 355 out of Heathrow only got 340 meals. was due last week! Ordered five Mercedes in Red. . Wilson Whits. Copyright © All Rights Reserved TEFL eBooks dot com . . There are 380 passengers Ginny Tucker. person with problem Adolfo Torres. but . Can I check back with you on Friday? * a mix-up is confusion or a simple mistake Activity 2: Work in pairs making and responding to the complaints in the table below. International Catering.34 Here are some phrases that can help you with complaints: Phrases for Dealing with Complaints Making Complaints I’m sorry to bother you. Let me do this . because . . . You sent Blue! Calling/At who will check back on Next Friday The 25th of the month Jims Montgomery. It’s important that we correct this as soon as possible. . Mercedes HQ* Send over five Red Mercedes from their dealer in Thailand Will send a truck over RIGHT NOW. . . Can you please . Lee and Wu Distributors Robert Abacan. .
. . I manage/supervise/oversee . . I research . but also of your products. . . . . . . Services: We are a . . . . . . . I am with . Copyright © All Rights Reserved TEFL eBooks dot com . . Describing your Company and Job Common Questions Answering Where do you work? What do you do there? I work at . . . . . I develop . We produce . We assist . . I represent . We provide . . . . . I sell . I work with . I am in charge of . . . . .35 8. Products: We manufacture . . We develop . . Describing your Company and your Job Talking about your company and your role in it is part of selling your clients and customers on the quality and performance of not just your company and yourself. . Common structures for these types of conversations are on the table below. We sell . We help [companies/individuals/people] . . . . I work for . . I represent . . . Who do you work for? What company do you work for? What company are you with? Who are you with? Who do you represent? What does your company do? See the top of the next page for an example dialog using these structures.
getting everything organized together. I’m Robert Anderson. work with a partner asking and 2. Use your own personal information. it’s good to meet you. 4. but also great fun! Conversation Plan: Activity 1 Activity 1: Using the structures 1. We provide personal security services to celebrities and wealthy individuals. B: Hello Robert. Who are you with? A: I’m with Wrightstown Group International. Copyright © All Rights Reserved TEFL eBooks dot com .36 Example Dialog: A: Kenzo Mitsui? Good afternoon. when they need to be there with their security people. Name: Phillip McElroy Company: IBM Job: Corporate Training Manager Duties: Plans and organizes all of the companies training. B: Very interesting! What do you do there? A: I provide logistics support. Name: Christie Liu Company: Guardian Insurance Ltd. 3. answering questions about those people and their companies. Job: Sales Representative Duties: Sell home and auto insurance Name: Sirhan Suresh Company: New Delhi Investment Bank Job: Actuary/Mathematician Duties: Researches risk for the company’s investments. Activity 2: Work your way around the classroom asking about other people’s jobs and companies and answering questions about your job and company. B: That sounds like a difficult job. in the table on the previous page and the example dialog and the information on the table to the right. Name: Beth Towers Company: Drexel Advertising Agency Job: Advertising Executive Duties: Create advertising campaigns for major companies. B: What does your company do? A: We are a private security firm. A: Difficult yes. I help make sure that people are where they need to be.
000. . Describing Products Asking and answering questions about products is a routine part of business communication. But. It can . . we can arrange that as well. . It costs . It’s not new. . Example Dialog: A: What’s the name of your product? B: It’s called the Caterpillar 12G. . A: Does that price include delivery? B: No. It is . I’m sorry it doesn’t. . . It’s made of . . It . . . and often the next step after describing your company and your duties there. . this one is used. . so it is priced at only US$32. Copyright © All Rights Reserved TEFL eBooks dot com .37 9. . A: How much does it cost? B: Well . Structures for Describing Products Asking about Products What is it called? What is the name of your product? What is it? What does it do? What is it used for? What is it made of? How much does it cost? What are its special features? Answering about Products It’s called the . It’s used for . A: What is it used for? B: It is perfect for grading and leveling roads. Some typical questions and the structures for their answers are on the table below. . . .
000 Made of: Special electronic lenses Special features: Can find circuitry problems other microscopes can’t find and much faster. Price: US$320. work with a partner asking and answering questions about the products.38 Activity 1: Using the structures and example dialog on the previous page and the information on the table below. Activity 2: Use the structures and information on the tables in this section to ask and answer questions about products. Work your way around the classroom asking other students about their company’s products and answering questions about yours. Made of: Not applicable Special features: Can create and customize a situation for anyone. Helps reduce manufacturing problems and saves money Product: Super Star Veneers Functions: Glue-on teeth veneers that give your teeth a celebrity appearance Price: US$3000 each Made of: Newly patented plastic compound Special features: Guaranteed to last 25 years Product: Expatriate Relocation Service Functions: Finds homes in exotic locations for people wanting to live abroad Price: It depends on exactly what services are provided. companies and products. Conversation Plan: Activity 1 Product: Armored Limousine Functions: Safe and secure transportation for celebrities and dignitaries. Activity 3 . duties. Copyright © All Rights Reserved TEFL eBooks dot com .Integrated Activity: Use the information from this and the previous three pages to ask and answer questions about your and other student’s jobs.000 plus options and taxes Made of: Special armor plating Special features: Lighter and faster than other armored cars Product: Tritron 2000XF Microscope Functions: Special microscope for rapidly detecting flaws in nano-circuitry Price: US$128. anywhere in the world.
I’m sorry. but I can’t. but yet still express our opinions and sometimes. Example Dialog 1 [in a meeting]: A: So. I don’t think our clients want the hassles of going downtown. I disagree . In my opinion. . . . but . . Disagreeing I wish I could agree. That could be a problem. Disagreeing and Interrupting In business we typically must be more diplomatic than Dirty Harry. Asking for and Giving Opinions and Preferences . agreements or disagreements typically follow these structures: General Opinion I think . . Personally. I’m not so sure about that . .39 10A. . C: I think you are right. . . . . General opinions. Agreeing I agree. . Our clients know where to find us and parking is much easier here. I would prefer .Agreeing. A: I would prefer staying here. relocating our office to the city center would help improve our business? B: It might be better if we just stayed here. I don’t agree . . . . It might be better if . I think so too. . . . . . even strong disagreement. Copyright © All Rights Reserved TEFL eBooks dot com . . but our survey of clients said that a downtown location would be much easier for them. is to be more tactful. . I’m afraid I disagree . Yes. . . Personally. I think you are right. but we have all had managers and bosses about that difficult! Our goal here though. .
agreement and disagreement about the issues. . (less polite) I’m sorry. but . (less polite) I am afraid I disagree. Redesigning our electronic A new look and new func.40 example dialog on the previous page and the information on the table below. sales will continue regardless of a rise in prices Disagree Prices are already too high. but to the best of my understanding . .Our customers are familiar dictionary to increase tions for the dictionary with our product. . 2. . and Disagreeing I’m sorry to interrupt. Sales won’t increase buy our product and will only make less money. . 3. . If we sales would increase sales change it too much. too. work with a partner expressing opinions. (more polite) Actually. Raising prices to increase cash flow Agree Prices are elastic* right now. 4. Polite Phrases for Interrupting. . I think . Activity 1: Using the structures and Issue 1. sales will go down. Opening a new sales office It will make it easier for our It will only reduce sales for on the other side of town customers to buy our this office and increase products our costs. . I don’t think that is right . A change in design and functions will raise costs. . Correcting. * elastic means flexible 10B. but . Interrupting to give your Opinion Use the following phrases when needed to interject your opinion into a discussion. Having a big sale for Christmas to increase sales A sale will lower the price The price is already very and many more people will good. . (more polite) Excuse me. People will quite buying our products and go to our competitors. Copyright © All Rights Reserved TEFL eBooks dot com .
Asking for Opinions Use the following phrases to ask for opinions. . . . . John? Would you agree. Does anyone else have an opinion on this? John? D: I thought the survey was inconclusive . . . but I quite disagree. Munir? Does anyone else have an opinion on this? Are there other ideas about this? How about some fresh thinking on this issue? 10D. I strongly believe . We really must . . B: I’m sorry to interrupt. in red]: A: I would prefer staying here. But I am quite sure no one is looking for all the parking problems being downtown would present. Strengthening Opinions and Statements I really think .41 10C. Asking for Opinions What do you think? How about you. . Example Dialog 2 [Dialog 1 continuing . I’m quite sure . E: To the best of my understanding our three biggest clients have their offices downtown and I’m quite sure they would prefer just walking over to our office rather than having to drive across town as they do now . . Copyright © All Rights Reserved TEFL eBooks dot com . I really think they were saying it was easier for them to come here. .there just wasn’t enough information. . but our survey of clients said that a downtown location would be much easier for them. Strengthening an Opinion or Statement Precede your opinions or statements with these phrases to make them stronger. .
paulgraham. work with a partner expression opinions. agreement and disagreement about the issues.above See: http://www.com/disagree.html Go to the next page Copyright © All Rights Reserved TEFL eBooks dot com . Use the suggest phrases to interrupt your partner and to strengthen your opinion. Activity 2: Using the structures and Paul Graham’s Disagreement Hierarchy .42 example dialogs on the previous three pages. Work around the room and talk with several other students. Use your own information and opinion about your company as the basis for your dialogs.
and note disadvantages to opposing positions. . + + + + Support add information support first point + + + + Support add more information more support second point In the Example Dialog notice the words that connect the supporting points: they are in red. Korea. Support: None of our staff speak Korean and (support) we have a good number of staff who are fluent in Spanish and operate comfortably in that environment. I think . Supporting your Opinions Expressing Advantages and Disadvantages: “Pros and Cons” To best support your opinions in discussion. The language issue is certainly important and so is the fact that it is much closer and much easier to get to Panama from here. Panama City is in the same time zone as here and only a few hours flying time. Even more Support: Another point is that the Korean regulatory system is more supportive of new businesses.43 11. and (support) the population base of potential customers is much larger. Example Dialog: A: The board has suggested opening our first overseas office in Panama City. Even More Support: In addition. in my opinion . transportation and communication are also important considerations. . Support: Office space and housing costs for our staff would be about half the price of Panama City. B: Opinion: I think It might be better if we looked at Pusan. I don’t agree. you will need to add supporting information and advantages. The purpose of this meeting is to ask your opinions on the issue. The costs of language training. C: Opinion: I think Korea might be a problem. . The structure of supporting your opinions follows this pattern: State your Opinion for or against I agree. I can see that we have some differing opinions here. I think that we probably need to study the points that both of you have made. A: Well. Copyright © All Rights Reserved TEFL eBooks dot com . .
. . She has asked me to seek your opinions on this issue. Disagree politely 1st Support We have not yet maximized our sales here 2nd Support Shifting our focus overseas will be distracting and hurt our performance here An overseas market would give us an opportunity to test new products. . . Another consideration is . before trying them here The extra work will burn us out and create turnover. Integrated Activity 1: Using the structures and example dialogs in this and the previous sections use the information in the table below to agree and disagree as noted using the points given. . . Integrated Activity: Supporting your Opinions Dialog: The CEO has suggested that the sales team expand overseas. Another thing . Copyright © All Rights Reserved TEFL eBooks dot com . as well In addition . Another point is . Disagree strongly And another thing is that .44 Connecting words: Connecting your Supporting Points And . . Agree strongly Our sales peaked a year ago. . . . . it is time we started looking elsewhere to increase our sales We are all already working 60 hours a week and more! In addition . Opinion 1. 3. . I should also add that . She feels that there is a huge market in other countries that could easily double or triple our sales. . our experienced staff will quit Connecting Words and 2. . . .
1. Raise prices by at least 20% for our products and/or services Open another office on the other side of the city Reduce the number of staff. Activity 3: Working with a partner. use the table below to discuss the suggested issues. . and provide at least two points of support for each opinion. 3. Copyright © All Rights Reserved TEFL eBooks dot com .45 Activity 2: Working with a partner. Give your opinions. Give your opinions. agree and disagree. 4. create your own issues for your company. 2. but pay everyone more Expand into other countries in which we are not yet present They can be real or imaginary. Issues for your Company Our company should . agree and disagree. and provide at least two points of support for each opinion. .
that’s not correct. is that correct? or is that right? Response: Thank you. when there is an issue presented by the data. We’ve had 25% turnover in our sales staff in the last year? 3. that’s right. Copyright © All Rights Reserved TEFL eBooks dot com . Sales are up by 45% this quarter? Our accountant emptied our bank accounts and ran away to Brazil?! Correct? Correct Information Yes No. sales were down by 25% last quarter. or No. that’s not right. 28% No. to question it. Confirming Confirm or Refute the information: Yes. And.46 12A. [then give the correct information] Activity 1: Working with a partner check and confirm facts in the table below. Yes. Checking and Confirming Facts Follow up: Asking for and giving explanations when data presents an issue Data and information are the lifeblood of the business world and it is important to make sure that the information you are getting is accurate and correct. Be sure to provide the correct information if the questioner’s information is not correct. that is correct. The costs of the key parts for our #1 product went up by 55%? 2. 55% No. The structure of simply checking and confirming facts is as follows: Checking Facts Restate or repeat the information that you want to confirm: So. He ran away to Argentina. Checking Facts 1. 4. No.
Restate the Situation The accountant stole all our money and ran away to Argentina? Sales were up by 55% last quarter? Ask for Details Please tell me exactly what happened. Activity 2: Working with a partner check and confirm facts in the table from Activity 1 on the previous page and add the information below: Adding Additional Information 1. 2. They all took higher paying jobs with our #1 competitor. That’s great news! How did you accomplish that? Go to the next page Copyright © All Rights Reserved TEFL eBooks dot com . Asking For and Giving Explanations The next step in the process of checking information and confirming it to ask for a deeper explanation of details and how such a situation came about. 4. It made a big difference. and you. It seems she took a friend from the bank with her too. would naturally ask for details. it is helpful and courteous to add a bit more information beyond just a “Yes” or “No + correction”. There was a long strike at the mine that provides our raw materials. be it good or bad.47 When confirming information. Certainly no manager would stop at just hearing that an accountant had emptied the bank accounts and run away to Argentina! Or even that sales were up a whopping 55%. They. 3. 12B. We added a commission to our salespersons’ salary package.
Activity 3: Working with a partner restate and ask for details for the situations in
the table from Activity 1. Use the details below to create your explanation.
Adding Additional Information + Details
1. There was a long strike at the mine that provides our raw materials. + We weren’t able to access those materials from anywhere else. They all took higher paying jobs with our #1 competitor. + The company approached all of us with job offers. We added a commission to our salespersons’ salary package. It made a big difference. + Though it increased sales, profits increased only a bit due to the additional cost of the commissions. It seems she took a friend from the bank with her too. + We’re working with the police right now to find them.
Activity 4: Take a few minutes and work with a
partner and write down four situations that could be true at your company - real or imagined. Ask for the information to be confirmed, add additional information, seek an explanation and give details of the situation. Make the situations funny or unrealistic if you wish. Practice both sides of the dialog.
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13. Talking about Company Plans
Everyone in the business world has someone above them, even CEOs are responsible to the Board of Directors and they are responsible to the shareholders. Part of day-to-day work is conveying information about plans and decisions that have been made by people above us to those who work for us. The structures for such communications are simple:
1. 2. 3. 4. Improve product quality Expand our worldwide presence Reduce unit costs Introduce cutting edge* products
Slow the speed of production, increase product inspections
+ Open new offices and expand sales in Korea, China, Brazil and Mexico + Increase output, while decreasing the number of staff on payroll + Increase research and development spending, hire ten new scientists
* cutting edge means technologically advanced
Example Dialog 1:
A: The CEO has decided that we need to increase our world wide sales. B: How will we do that? A: We are going to open offices in four new countries and double our marketing budget.
Example Dialog 2:
A: The Quality Review Board has decided we need to improve the quality of our products. B: How will we do that? A: They are funding some new designs that will simplify the manufacturing process.
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Activity 1: Work with a partner and use the example dialogs on the previous page to
ask and answer questions about company plans based on the table below.
1. Board of Directors
Double Sales in the next year
+ Hire new sales staff and pay a higher commission on all sales Open marketing and sales offices in two new countries each year for the next five years Increase the advertising budget by 100% and hire a sports celebrity to endorse our product Increase research and development spending, hire ten new scientists
Become a global brand
Become the number one sports drink in Europe
Introduce five new cancer drugs in the next ten years
Activity 1: Working with a partner create and suggest four new objectives and plans
for your company. Practice both sides of the dialog.
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He’s been working ______ a biotech company for about ten years now. As soon as he finishes the payroll software. He is responsible ______ integrating the payroll software to work well with the taxes and pensions deductions. in/for 3. for 6. Working ______ this new software has helped Tucker learn more about what the Human Resources Department does. Some questions may have more than one correct answer. She depends ______ Tucker to teach her how to do it. 2. His friend Louise works ______ the Human Resources Department. He depends ______ her to tell him how the deductions work. on Copyright © All Rights Reserved TEFL eBooks dot com . Answers: 1. 4. for 9. 9. 10. 7. in 7. Answers are at the bottom of the page. on/on 8. with 5. Job Duties and Prepositions Getting the prepositions right is always difficult for the EFL student. Louise is interested ______ learning how the new software will work. 8.51 14. 3. on/with 10. Tucker will start working ______ improving the invoicing software for the Accounting Department. Tucker is working ______ the Human Resources Department to develop a new payroll software. Give these a try. The company hopes that the two departments can work together ______ the benefit of everyone involved. 5. in/for 4. 6. in on for with 1. in/for 2. Tucker Anderson works ______ the IT Department.
The first one has been done for you. Getting Numbers Right Every language has its own way of stating exact and approximate numbers. Between 500 to 600 _____7. 601 to 650+ P. 480 to 520 M. O 3. J 7. Around 1000 _____8. N 10. 850 to 999 I. 301 to 306 L. Well under 1000 _____12. Just a bit over 200 _____11. 295 to 299 N. F 13. Almost 50 _____5. Way under 100 _____15. Over 600 _____3. P 15. 700 to 950 D. Exactly 200 _____13. L 2. 65 to 85 Answers: 1. Just under 300 A.52 15. Well over 100 _____6. 47 to 49 F. 101 to 104 J. C 12. The answers themselves are only approximations and should not be considered to be perfect and exact answers. 950 to 1050 H. 110 to 140 B. 201 to 205 C. Less than 1000 _____4. 200 G. M Copyright © All Rights Reserved TEFL eBooks dot com . About 500 _____2. G 8. 501 to 599 K. D 14. B 11. K 16. L 1. H 4. Just over 100 _____9. A hair over 300 _____16. A 6. E 5. Try these in English by matching the statement with the numbers. I 9. Roughly 50 _____10. 280 to 320 E. 45 to 55 O. Approximately 300 _____14.
____________4. Bank notes. Invest ______. Check 4. Several hints are given for each word. _____ account. Earnings on money you have loaned to someone else. A current ______. Cash 8. Issue a ______. Chinese yuan. A high rate of ______. ____________2. Cash a ______. White collar wages. Money. Rate of ______. Return 6. ____________5. ______ in your pocket. Wages for work. ____________8. Save ______. ____________9. Branch of a ______. Currency 3.53 16. Money paid for the use of other’s money. Money. Coins. Salary 5. ____________6. Euro. Spend ______. Money Money makes the world go round and is what feeds us and pays our bills. Money 9. United States dollar. Cash Money Return Bank Account Salary Currency Check/Cheque Interest ____________1. making as much as possible is the purpose of most companies. Bank 7. Rent for borrowed money. ______ on investment. Answers: 1. Use the words in the table to fill in the blanks below. And. ____________7. Monthly pay. Interest Copyright © All Rights Reserved TEFL eBooks dot com . Japanese yen. Earn ______. ______ing hours. Open an ______. Account 2. A savings ______. Write a ______. ____________3.
F Copyright © All Rights Reserved TEFL eBooks dot com . borrowing. ________7. ________4. Assures the company has the products the public wants and helps create and improve their demand. L 5. _______12. Sales Manager J. Purchasing Manager K. Manages and coordinates hiring and training of all employees. Responsible for the company’s money. Assures cash flow as needed. K 9. Chief Executive Officer B. I 11. Creates and tests new products. Responsible for product sales and sales staff. J 8. Secretary I. D 7. paying of debt. A. C 4. Responsible for manufacturing the products which the company sells. ________9. etc. ________2. Accounting Manager C. dividends. B 10. typing and printing correspondence. H 6. etc. Marketing Manager F. E 12.54 17. Buys everything the company needs. Human Resources Director H. ______10. Director of Research and Development G. ________8. G 2. Answers: 1. Chairman of the Board ________1. _______11. ________6. Production Manager L. Keeps the company’s financial records and prepares financial statements. Works to create a good image and reputation for the company. Reports directly to the Board of Directors. Responsible for the total operation of the company. Public Relations Manager E. Chief Financial Officer D. ________3. Responsible for filing. ________5. scheduling appointments. Job Titles and Duties Match the job titles in the table with the job descriptions below. Responsible for providing direction to management and the overall company. A 3.
Energetic. doesn’t get stressed. does not accept poor performance _____12. doesn’t get angry when required to wait ______4. Ambitious J. K 11. H 12. Relaxed I. Cautious H. Thinks carefully before making decisions or acting on them ______7. J 6. E 10. improving. L 9. Describing Employee Characteristics Match the characteristics in the table with the behaviors below. G 5. Keeps records and responsibilities in good order. usually successful. top salary ______3. Not in a hurry for things to happen. Dynamic G. Doesn’t waste time. Self-confident D. will meet goals ______6. Shy K. I 4. Always on time ______8. A. Not worried. Punctual E. B 2. growing and changing Answers: 1. Wants to move up in the company. Trustworthy. will get the work done. A 8. desires top job. Organized ______1. dependable. F 3. very productive ______2. Patient B. D 7. knows she or he can accomplish their goals _____11. Able to make others work hard and at a high standard. knows where things are ______9. calm _____10.55 18. Has a positive self image. C Copyright © All Rights Reserved TEFL eBooks dot com . Reliable C. Uncomfortable around people she or he doesn’t know ______5. Efficient F. Demanding L.
Company ______16. M. O 9. Q 4. B. L 7. C. R 3. A 14.M 6. ______3. F 2. ______4. N. Manager ______12.56 19. N 11. ______8. Production ______13. H 13. Head office ______14. ______2. E. E 10. English) ______1. J. A. P 8. H. O. F. C Copyright © All Rights Reserved TEFL eBooks dot com . K 17. ______9. I. P. Deliver ______11. G. Managing Director ______15. ______7. Chief Plan Products Sales revenue Position Purchaser Correspondence Objective Factory ______10. Personnel Answers: 1. L. D. Client ______18. Headquarters Executive Human resources Customer Plant Head Firm Manufacturing Chief Executive Officer Turnover Pay Buyer Post Supply Target Letters Goods Scheme (Br. Q. J 5. K. G 16. Business English Synonyms Match the words on the left with their similar meanings on the right. R. B 12. I 15. Salary ______17. ______5. ______6. D 18.
B 9. G. A Copyright © All Rights Reserved TEFL eBooks dot com . ______3. Last year. J. H 2. ______7. The company needs to spend less money on things like electricity. H. ______4. I. ______2. Finance: Business Performance Match the statements on the left with their similar meanings on the right A. D 8. J 10. for next year. The company has requested a subsidy Forecasts are good Profits are up Invoicing procedure has been changed Spending is over budget Cashflow is poor There was a loss Investment is too low Overheads are too high Margins are too low ______1. ______8. Answers: 1. G 5. C. rent and postage. I 6. There is not enough money coming into the company to pay the bills. C 4. F 3. F. ______10. B. D. Customers will now be billed before the delivery of goods.57 20. A very good year is expected. the company spent more money than it earned. Not enough profit has been put back into the company. ______9. ______6. The company needs to ask the government for financial assistance. ______5. The company made more money this year than last year. Not enough money is being made on each unit/product that is sold. More money is being spent than was planned. E 7. E.
Huda just got a raise and now her base _______________ will be €300. raise Copyright © All Rights Reserved TEFL eBooks dot com . 7. her total _______________ next year could top €700. stock options 5. 4. She also gets an expensive company _______________. A _______________ plan gives her shares in the company which she can sell at a profit if the price goes up. 5. Though her compensation looks VERY good. She will get many other _______________ as well. 9. 3. expense account 7. salary 2. Benefit Expense account Income Pension Health insurance Stock option Car Raise Salary 1. When she is 65. she will get a _______________ of €250. When you add up the whole package. Answers: 1. she plans to ask for another _______________ next year. 8. pension 3.000 per year. 6. Compensation and Benefits Fill in the blanks in the sentences below by using the terms in the table.000. She also gets free _______________.000 per year as an executive at Bayer Pharmaceuticals. car 6. income 9. health insurance 8. 2. She has a very generous travel and entertainment _______________ to help convince her clients to join us. benefits 4.58 21. Salary.
tourism. There are 20 million people who want to work in the country. I 3. The production of cars. ______6. Banking. ______7. ______9. F 4. At the moment. C 7. H Copyright © All Rights Reserved TEFL eBooks dot com . Some industries are privately owned and some are state owned. etc. F.59 22. are important to the country’s economy. B. E 8. B 9. ______5. J 5. the economic situation is bad. ______3. not bigger this year. This year it is expected to be £101 billion. A 10. G 6. Prices are much higher this year than last year. E. This year the value of the country’s currency is about the same as it was last year. machine tools. I. ______2. ______4. D 2. Two million of the twenty million workers be long to labor organizations. C. Trade union membership is about 10% of the entire workforce The country has a mixed economy The rate of inflation is high ______8. Most working people have to pay about a third of their income to the government. is still the most important part of the economy. One million do not have jobs. etc. Answers: 1. H. insurance. There is a danger that the economy will get smaller. J. The Economy and Macroeconomics Match the statements on the left with their similar meanings on the right A. The Exchange rate is stable The standard rate of income tax is 30% The manufacturing sector is larger than the service sector The unemployment rate is 5% People fear a recession The growth rate was 1% this year The economy has a large service sector ______1. G. D. white goods. ______10. Last year the size of the economy was £100 billion.
goal or strategy 6. 3. Our people are _______________ to make decisions on the spot about what is best for the customer. 10. employees 2. Our _______________ is to be number one in every area in which we operate. We have a highly _______________ approach so that we can adapt quickly to meet the needs of our customers. 7. We spend a lot of time _______________ to our customers. Service Competitors Employees Empowered Experience Flexible Goal Invest Quality Strategy Talking 1. service 7. The _______________ of our goods and services is second to none. We have many years of _______________ of working in this sector. We look at what our _______________ do and then we try to do it even better. Your Unique Selling Proposition Fill in the blanks in the sentences below by using the terms in the table. We have a long-term _______________ to become the market leader in our sector. experience 8. empowered 11. 8. invest 10. 5. 9. 2. Two questions may share the same word(s). goal or strategy Copyright © All Rights Reserved TEFL eBooks dot com . quality 5.60 23. Our _______________ are highly trained. Answers: 1. 6. We provide the highest possible levels of customer _______________. competitors 3. 4. 11. flexible 9. We _______________ more in research and development than anyone else our business. talking 4.
contradiction C. piracy A. 1. grant A. 8. felony C. company C. ownership C. justice 4. The protection of something so that it can be made or sold by one person is by means a __________. This protection. 7. is the protection of the rights of __________. Most countries have laws to prevent the breaking of patent protection. films. A 8. 10. State B. C 6. by patent or copyright. A. conceded C. Breaking these laws is considered __________. breach B. term A. A. The right to manufacture copies of a protected work is given by a __________. license B. is by means of a __________. Answers: 1. A 4. B 5.61 24. The protection of books. conspiracy B. waived A. A Copyright © All Rights Reserved TEFL eBooks dot com . The laws which prevent copy of protected material are the __________ laws. permit C. software etc. A 2. rule C. If employees discover or create something in the course of their work. the patent or copyright belongs to the __________. burglary B. A 9. Photocopying is a __________ of copyright or patent protection. licensing A. length B. C 3. agreement C. antipiracy C. The period for which protection exists is the __________ of the copyright or patent. 3. Under some conditions. A. 9. C 10. property B. patent A. Protection of Intellectual Property Select the correct answer from the choices given for each question. right B. withdrawn B. patent B. 5. B 7. copyright 2. date C. fraud 6. employees A. the protection can be __________.
Finance and Accounts Select the correct answer from the choices given for each question. insurance adjusters C. contribution A. cash flow C. C 5. Rent and rates. which do not change as sales volume changes. production lines 7. risk C. market A. 4. venture A. collateral B. Banks require __________ to guarantee a loan. A 10. money 9. B 8. investment 2. The capital needed to run a business is provided by __________. make up the __________ costs of a company. Every company must watch its __________ carefully if it is to avoid bankruptcy. Workers A. Materials and direct labor costs. market managers C. A. cash Answers: 1. B. Directors B. A Copyright © All Rights Reserved TEFL eBooks dot com . variable 6. rate C. 8. tariff companies C. A. Investors are influenced by the projected __________ on their capital. bulls and bears 10. The Board of __________ is responsible for deciding on and controlling the strategy of a corporation or company. Insurance companies may use __________ to negotiate the amount of insurance to be paid in the event of a valid claim. The Stock Exchange deals with the purchase and sale of __________. individual B. 5. Control C. 1. B 2. A 3. stocks and shares A. variable B.62 25. A. A. A. gain B. which change as sales volume changes. contribution C. claim forms B. fixed B. return B. make up the __________ costs of a company. 3. fixed B. B 4. C 7. Small businesses depend on investors providing __________ capital. C 9. A 6. statements and invoices C. cooperative C.
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