UFCD-0658 – Língua inglesa –

Comunicação Administrativa
Formador/a: Catarina Alexandra Cerdeira Alves
ENTIDADE FORMADORA ACISAT – Associação Empresarial do Alto
Tâmega

COORDENADOR DA AÇÃO

Catarina Alves
FORMADOR DA AÇÃO
Objetivos Gerais • Aplicar os princípios da compreensão e expressão
oral e escrita em inglês.
• Redigir documentação de caráter administrativo na
língua inglesa.
• Aplicar o vocabulário de atendimento na língua
inglesa.

Objetivos especificos • Comunicação escrita em língua inglesa

• Comunicação telefónica
• Vocabulário de atendimento
• Estrutura orgânica da empresa
I – Vocabulary

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Greetings

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Saluer

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Goodbye

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 Country Nationality Capital
Argentina Argentine Buenos Aires
Australia Australian Canberra
Brazil Brazilian Brasilia
Canada Canadian Ottawa
China Chinese Beijing
England English London
France French Paris
Germany German Berlin
Greece Greek Athens
India Indian New Delhi
Italy Italian Rome
Japan Japanese Tokyo
Mexico Mexican Mexico City
Poland Polish Warsaw
Russia Russian Moscow
South Africa African Cape Town
Spain Spanish Madrid
Turkey Turkish Ankara
United Kingdom British London

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Telling the time

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Months of the year and seasons

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WH-Questions

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Starting a conversation: introducing yourself
Jason: I don’t think we’ve been introduced. I’m Jason. Jason Horn.
Susan: Nice to meet you. I’m Susan.
Jason: Pleased to meet you, Susan. How are you enjoying the conference so far?
Susan: It’s been great. I’ve met so many interesting people. And it’s a nice break from
the office, to be honest.
Jason: I know what you mean. Have you been to one of these conferences before?
Susan: Yes, I was at the one in Glasgow a couple of years ago. What about you?
Jason: That’s funny, I was there, too.

Introducing someone else in English

Jason: Susan, this is my Norwegian colleague, Fridtjov. We work in the same
department. Fridtjov, this is Susan.
Fridtjov: Good to meet you.
Susan: It’s nice to meet you, too. Em, could you say your name again for me?
Fridtjov: It’s Fridtjov. Don’t worry. Everyone has difficulty pronouncing my name.
Susan: Fridtjov. Is that how you say it?
Fridtjov: Yes. Perfect!
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Stage 1: Jessica is in her office. One of the main shareholders comes in
knocking at the door.

Paul: Good morning Jessica!

What were the final profits of the previous year? It is
time to have the reports.
Jessica: Good morning Paul! The company generated an
excellent profit, but it is necessary to perform an
auditing on the bank account.
Paul: Ok. Please do so. I am going to wait for the auditing
report.

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 Stage 2: Jessica at Noel ‘office
Jessica: Good morning Noel! A main shareholder needs you to
audit the bank book and the cash book to present a bank
account reconciliation.
Noel: Sure! The year is over, and it is the appropriate time to
do it. I am going to audit it right away.
Jessica: Good! Keep me posted.

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 Stage 3: Noel on the phone talking to Annie

Annie: Hello! (Phone rings)

Noel: Hello Annie! It´s Noel. Good morning!

Could you show me the results of the bank
reconciliation
for the period from July to December 2019?
Annie: Of course! Sue, please bring me the ledgers and
balances. Noel is going to audit the accounts.
Jane: (bringing the files) Here we have the package ready for
auditing. I finished recording everything on time.
Noel: I am going to check it. It won´t take long.
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 Stage 4: Noel reports to both Jessica and Paul (at Jessica´s office)
Noel: Good morning Jessica and Paul. After auditing the bank
account and cash book, I found that in the month of
November, there was a check which was not drawn in
the bank. It is supposed to be void and I must proceed to
change the record.
Jessica: Ok. Please send us the result of the auditing to our e-
mails. We are going to meet again tomorrow morning.
Paul: As you know, the board of shareholders is planning to
make some investments soon, and we require this
information.
Noel: I understand. For sure, you are going to have the report
on your e-mails today.

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II – Telephone Communication

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Vocabulary
  Useful Expressions
   
How to answer the  Good morning / good afternoon / good evening how may I help you
phone  Good morning, company name, Miss Jones speaking, how may I help you

   Who’s calling please, which company are you from?

May I ask who’s calling please?
Asking for callers name 
 Could I take your name please?
 

   This is Miss/Mrs/Mr Smith speaking

Introducing yourself  My name is ………
 You’re speaking to …. I’m secretary / assistant / manager to……………… from
company name.
 
   I’m afraid, Mr Pink isn’t in at the moment.
Explain absence  I’m sorry he’s in a meeting.
 I’m afraid he’s busy on a call…..
 
   One moment please / Just a moment please
Putting a call on hold  Could you hold the line please / Please hold the line
 Bear with me a moment please
 
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   Could I speak to Mr Pink in your IT Department please?
Asking to speak to  I’m calling to speak to …………………………. as I need information
about………………………………
someone  Could you please put me through to your Marketing Department / Mr
Smith?
 Would Mr/Miss/Mrs ………………………. Be available to speak to, please? 
   
Putting a caller through  One moment please, I’ll see if …………………………………………… is available.
 I’ll put you through / I’ll connect you.
 He’s / she’s busy at the moment. Can I take a message?
 I’m having trouble getting through to ……………………………. Could I take a
message?
 I’ve got Miss Jones on the phone for you.
 
   Can I take a message?
 Would you like to leave a message?
Taking messages
 Can I give ……………………………. a message?
 I’ll tell ……………………………….. that you called!
 
   Thank you for calling, goodbye.
Ending a call  I’ll get back to you as soon as possible with:

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   I’m sorry I don’t understand, could you please repeat that?
 I’m sorry I can’t hear you, the line is bad, could you please speak up a bit (speak a bit louder)?
Problems
 I’m afraid you’ve got the wrong number.
 For a difficult name/town/address etc…say would you mind spelling that please?
 Can you speak a bit slower please? My English isn’t very good, thank you!

 
  I’m calling about/ to / would like to:
Giving details of the call  Confirm the meeting with ……………………… tomorrow at ……………………….
 The advert in the local paper
 The job that’s being advertised.
 Would like to make a hotel / travel booking please
 Would like to discuss the arrangements of the upcoming conference with ……………………………..

   Please tell ……………………………. That Miss Jones from company name called.
 My telephone is 0123 456 789
Leaving a message
 Could you ask her to return my call ASAP, please as it’s very urgent, many thanks.
 Could I leave a message for ………………………… please.

Confirming information  Let me repeat that back to you to make sure. (for telephone numbers, addresses, names, dates
etc…)
 
 Was that Smythe with an “e” on the end?

 
   
Offering help in other ways  Can anyone else help / assist you?
 Can I at all help you?
 I will find out for you and get back to you ASAP today still

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III – Organizational Structure and
design

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THE FUNCTIONAL STRUCTURE
o Grouping by similar work specialties
THE DIVISIONAL STRUCTURE
 THE MATRIX STRUCTURE
o A Grid of Functional & Divisional for Two
Chains of Command
THE LINE AND STAFF
STRUCTURE
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Formal Letters

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Bibliografia

 ALEXANDER, L.G., Longman English Grammar, Pearson Education

Limited,
 1988 (ISBN: 9780582558922)
 BLACK, Allison, STIFF, Paul and WALLER, Robert, DEsigning Business
Documents. Monotype Desktop Solutions series, adapated by Chris Burke,
from the Monotype Desktop Solutions

 ONES; Leo et alli, New International Business English Updated Edition,

Cambridge University Press, 2000 (ISBN: 9780521774697)
 JONES; Leo et alli, New International Business English Updated Edition
Workbook, Cambridge University Press, 2000 (ISBN: 9780521774703)
 LEECH, Geoffrey et alli, Longman Grammar Spoken And Written English,
Pearson Education Limited, 1999 (ISBN: 9780582237254)