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Name: John Michael Hawkins

Education: John holds a B.A. Hons _ English Language from Oxford Brookes University in the U.K. He also holds a CELTA certificate from Oxford Brookes University U.K.

Experience: John is experienced in Teaching English to Speakers of Other Languages (TESOL). He brings a wealth of experience in language teaching, and also in syllabus design. He is an experienced teacher trainer. He has developed and facilitated language teacher training programs.

Position: Business English Teacher of Development Solution Soult East Asia Co., Ltd

Teaching: Intermediate Group 1

Name: Mr.Raymond Ede

Education: Raymond Ede gained his Business Degree with honors from the Buckingham Business College. Ray also holds a TEFL certificate.

Experience: Ray, an executive director of Development Solutions, has spent his entire working life in business related jobs. In the early stages of his career he held the position of Accountant before being promoted to the post of Purchasing Manager. He then moved to a leading British retail chain, in the position of Senior Store Manager. He held this post for twenty years, eleven of which were also served as Divisional Training Manager, responsible for on-the-job training of new managers.

Position: Executive Director of Development Solution Soult East Asia Co., Ltd

Teaching: Intermediate Group 2

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Unit 1: Receiving Visitors 1-1

Topic 1: Introducing Yourself and Others 1-2

Topic 2: Introductions, Greetings, and Goodbyes 1-6

Topic 3: Showing Hospitality and Making Offers 1-9

Topic 4: Making and Responding to Invitations 1-13

Topic 5: Making Appointments 1-16

Topic 6: Conversation Techniques 1-21

Topic 7: Thanking 1-26

Vocabulary Section 1-29

Unit 2: Let’s Meet & Negotiate 2-1

Topic 1: Tips for Effective Meetings 2-2

Topic 2: A Notice of Meeting and an Agenda 2-6

Topic 3: Requesting and Making a Confirmation

of Attendance 2-10

Topic 4: Useful Phrases for Meetings

and Negotiations 2-12

Topic 5: Discussing a Meeting 2-19


Unit 3: Communications Today 3-1

Topic 1: Making On-Line Reservations 3-2

Topic 2: Designing Web Pages 3-5

Topic 3: Giving Advice 3-12


Unit 4: Looking Good on Email 4-1

Topic 1: Do You Know About Email Writing? 4-2

Topic 2: Writing Clear Email Messages 4-13

Topic 3: Functions 4-20

Topic 4: Email Netiquette 4-23


Unit 5: I Would Like to Present 5-1

Topic 1: Talking about Products 5-2

Topic 2: Making Comparisons –

(Comparing Companies) 5-6

Topic 3: Explaining a Diagram 5-8

Topic 4: E-Commerce 5-13


Receiving Visitors

Content:

Topic 1: Introducing Yourself and Others

Topic 2: Introductions, Greetings,and Goodbyes

Topic 3: Showing Hospitality and Making Offers

Topic 4: Making and Responding to Invitations

Topic 5: Making Appointments

Topic 6: Conversation Techniques

Topic 7: Thanking

Vocabulary Section

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Unit 1: Receiving Visitors

Topic 1: Introducing Yourself and Others

1. Introduce yourself to another student.

Hello, / Hi, nice to meet you. I’m …. I come from / I’m from …. I work for ….

2. These people all need English for their work. Listen

and find out why. Answer the questions.

Alessandro Ponti

Michiko Sudo

Peter Leutwiler

a. How often does he

take English lessons?

b. What does he do in his

free time?

c. How many employees

does Michiko’s

company have?

d. What’s she

responsible for?

e. What does Peter do?

f. Where does he live?

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g. Who does he work

for?

h. What subject does

he study?

Jean-Philippe Gerard

Sushma Advani

3. Listen again. Which person needs English to:

a. travel abroad?

b. recruit foreign employees?

c. communicate with colleagues?

d. talk to customers?

e. read books?

What about you? Why do you need English for your work?

Explain to your group why you need English.

i. Where does she

come from?

j. Who is her

company’s main

client?

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4. Listen again and complete these sentences.

Alessandro Ponti is ______ research technician

at a hospital in Torino.

He______ English lessons twice a week so he can

communicate better with his colleagues.

Michiko Sudo ______ in her family’s trading

company. She ______ responsible ______

worldwide sales and marketing.

Peter Leutwiler is a ______ computer consultant.

He ______ in database management for banking

and financial services.

Jean-Philippe Gerard works ______ Eco Industries

SA. He also ______ engineering at the University

de Technologie.

Sushma Advani ______ five languages at work.

She works for a ______ agency in Pittsburgh.

Output Task

Find out about some other students. Ask and answer these

questions.

- Where do you live?

- Where do you come from?

- Who do you work for?

- What does your company do?

- How many employees does it have?

- Who are your main customers?

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- Are you married?

- Do you have any children?

- What do you like doing in your free time?

When you have finished report back to your group.

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Topic 2: Introductions, Greetings,

and Goodbyes

1. Work in pairs. Answer the questions.

a. When do people in your country shake hands?

b. What do you say in English when you don’t hear a

person’s name?

c. When do you say Good morning / Good afternoon /

Good evening / Goodnight?

2. Look at the introductions and greetings from three

conversations. Underline the phrases people use

when thy meet someone for the first time.

A Excuse me, are you …?

Hello, how are things?

May I introduce myself, I’m …

How are you?

B Nice to see you again. C Let me introduce you to …

How do you do. I’d like to introduce you to …

How’s life? Pleased to meet you.

How’s the family? Good to see you again.

3. Listen to the three conversations. Look at exercise

2 and tick the phrases you hear.

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4. Match the phrases to the correct responses.

How are you? Yes, that’s right.

Pleased to meet you. Then you must call me Luigi.

How do you do. Very well, thank you. And you?

Please call me James. How do you do.

How’s life? Pleased to meet you too.

Hello, are you Roberto? Not too bad, but very busy.

5. Monique and James say goodbye at the airport after

Vinexpo. Listen to their conversation and tick the

phrases you hear.

Nice to see you again.

I must go now.

I look forward to seeing you.

It was very nice meeting you.

I really enjoyed meeting you, too.

Have a good trip back.

Thank you, and the same to you.

I hope to see you again.

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Output Task

You are in the wine business and you are at Vinexpo.

Choose one of these business cards and decide why

you are at the wine fair. Fill in your name in the gap

on the card.

Role-play. Walk around and introduce yourself to other people

in the group. Greet someone you know. Practice introducing

people and saying goodbye.

TransTransTransTrans TalkTalkTalkTalk

Translator

FIA publications

Journalist ________________________

32, Belmont Square, London W1 4TQ

tel 0171 333 4656 fax 0171 367 6765

Newswide Report

International

…………………………………….. News Photographer

VERNON MANSIONS

WESTWAY DRIVE

CROYDON CR 9 TL

39, Wirral Avenue

London SW 1A 2AH tel: 0181 222 3598

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Topic 3: Showing Hospitality and Making

Offers

1. Listen to a conversation between Duncan Ross and

his secretary, Carol. Write down what Duncan wants

Carol to do.

2. Listen to another conversation between Duncan and

his secretary later in the same day. Answer the

questions.

1. How does Duncan want to travel back to London?

2. Why doesn’t he need a hotel in Bordeaux?

Book flight ………………………………………………………………………………………………...

Book hotel …………………………………………………………………………….……….

Get information about ……….…………………………..……………………

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3. Listen to the two conversations again and tick the

phrases you hear.

Requesting Agreeing

Can you …? Yes, of course.

Could you …? Yes, certainly.

Do you mind … (+ -ing)? Not at all.

Would you mind … (+ -ing)? No, of course not.

Would you …?

Do you think you could …? Refusing

I’m sorry, but that’s not

possible.

Offering I’m afraid not.

Shall I …?

Do you want me to …? Accepting

If you like, I can … Yes, please.

Would you like me to …? Thank you.

That’s very kind of you.

Thank you. I’d appreciate

Declining that.

Thanks, but please don’t bother.

Thanks, but that won’t be necessary.

That’s very kind of you but …

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Output Task

Work in pairs. Practice making and responding to requests.

Each student should add two more requests.

Student A Student B

Ask Student B to

1 lend you her/his newspaper Agree

2 look after a visitor tomorrow Refuse (you are out all day)

3 give your next year’s budget Agree

4 ………………………………………………… …………………………………………………

5 ………………………………………………… …………………………………………………

Student B Student A

Ask student A to

1 give you a lift to the station Agree

2 show you how a new computer works Refuse (you don’t

understand it yourself)

3 lend you a calculator Agree

4 ……………………………………… ……………………………………

5 ……………………………………… ……………………………………

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Work in pairs. Practice making offers and requests for these

situations. Add more situations.

1 Offer to show a visitor around your city.

2 Offer to explain the menu in a restaurant to a foreign guest.

3 Ask a friend to lend you some money.

4 Ask a colleague for some advice.

5 Offer to book a hotel room for a visitor.

6 Ask a colleague to help you write a report.

7 ……………………………………………………………………………

8 ……………………………………………………………………………

9 ……………………………………………………………………………

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Topic 4 Making and Responding to Invitations

1. Read the invitation. Listen to the telephone

conversation between Monique Bresson and Duncan

Ross. Answer

the questions.

1. What invitation does Duncan make on the phone?

2. What is Monique’s response?

2. After talking to Monique, Duncan phones James

Turner. Listen to their conversation. Answer the

questions.

1. Why doesn’t James accept Duncan’s invitation?

2. What makes him change his mind?

Monique BressonMonique BressonMonique BressonMonique Bresson is invited to the 10th anniversary celebration of Wine and Dine magazine, to take place on Saturday 14 and Sunday 15

June at Glencross Castle, Scotland.

Return flight London-Edinburgh by charter aircraft is included in this invitation.

Duncan Ross

Editor and Publisher Wine and Dine magazine

W & D

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3. Listen to both conversations again. Tick the phrases

you hear.

Inviting

I’d like to invite you to …

Would you join us …?

Would you like to …?

Why don’t you …?

How about …?

Accepting Declining

Thank you. I’d be delighted to accept. I’d love to,

but I’m afraid I can’t.

Thank you. I’d love to. Thanks a lot, but …

Thank you. I’d enjoy that.

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Output Task

Role-play. Work in pairs. Use the phrases in 3 above to

make and respond to invitations. Think of two more

situations and practise them.

Student A Student B

Situation 1

Invite your colleague to join you for lunch tomorrow

Decline and give reason

Suggest another day of the week

Accept

Situation 2

Invite your colleague for

a drink after work

Decline and give a reason. Suggest lunch another day.

Accept

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Topic 5 Making Appointments

1 Who do you talk to in English on the phone? What

about?

QUICK CHECK

Exchanging information on the phone

1 What different things can we say: a to ask a caller to wait? b to explain why a colleague is not available? c to check we're calling someone at a convenient time? d to indicate we want to finish a call? e at the end of a call?

2 Look at these notes and find an example of:

a a capital letter b a hyphen c an underscore d country code e an 'at' symbol f lower case letters g a colon h a forward slash i an area code j a dot

If you needed to dictate this information over the phone, how should you say it?

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2 Listen to an answering machine message and find out how you can contact Peter Clark.

3 How can people contact you when you're not at your desk? Prepare a similar message that you could leave on your answering machine and then say it aloud or record it.

4 Peter had a message from a potential customer. Listen and make notes about the caller, their contact details, and the message.

5 Peter responded to the message. Here's his conversation with Carmen, but only the first and last sentences are in the correct order. Number the other boxes in the correct order and read it with a partner. Then listen and check your answers.

Hello Ms Santez, this is Peter Clark of Gencia returning your call.

Could you? That would make things a lot easier for me.

Ah, thank you for getting back to me so quickly. I'm sorry about Friday.

No problem. When would be good for you?

Excellent. And would you mind coming to my hotel? I could book a meeting room.

How are you fixed for Tuesday afternoon -say two o'clock?

I'd love to but my schedule's very tight as I'm leaving New York on Wednesday. Do you mind if I don't come down to Washington?

Oh that's all right. Would you like to reschedule?

That's fine for rne.

Would you like me to come up to New York instead?

That's great. I’ll look forward to seeing you at the Marriott at two o'clock on Tuesday then.

1

11

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6 Here are some of the expressions they used to

reschedule. Can you think of other ways to say these

things?

a I'm afraid f can't make our meeting on Friday.

b When would be good for you?

c How are you fixed for Tuesday afternoon?

d That's fine for me.

7 Look at these phrases from the conversation. a Would you like to ...?

b Do you mind if I ...?

c Would you like me to ...?

d Would you mind {-ing) ...?

Which one do we use to :

1 ask people to do things for us?

2 ask for permission to do things ourselves?

3 invite people to do things with us?

4 offer to do things for other people?

These phrases are all quite formal. What other phrases

could you use with people you know well? How could you

reply to phrases like these?

8 Practise the phrases with a partner. Follow these

instructions.

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Conversation 1

A Think of somewhere to go this weekend and invite B to

come with you.

B Ask A to tell you more about it.

A Tell B about it.

B Ask if you can bring someone else along with you.

A Agree and fix a time and place to meet.

Conversation 2

B Something has come up and you can't make it. Explain

the problem to A.

A Offer to reschedule.

B Say thank you and arrange another time.

Task Work with a partner. One person

should use the information below

and the other should use the

information on page 14.

Here’s your diary for next week.

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Task – Information file

Call 1 You work for ACT Robotics — a robot manufacturer. Someone calls you when you are away from your desk. Deliver a voicemail message asking them to leave a message after the beep.

Call 2 Return your partner's call. Invite them to take a tour of your manufacturing facilities, offer to arrange a demonstration of your robots in action and arrange a time. Here's your diary for next week.

21 Monday

22 Tuesday 9 a.m. Management Now Magazine interview

3.30 p.m. Delta project progress meeting

23 Wednesday 2 p.m. Sales presentation at Turbolink Inc.

24 Thursday

25 Friday

26 Saturday

27 Sunday

Call 3 Your partner calls with a problem. Try to help.

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Topic 6 Conversation Techniques

Look at the statements below and decide which are the

best ways of refusing an idea, rejecting an idea or

proposal, or just saying no. Give reasons for your answers.

STATEMENT ANSWER

I’ll check on it and do whatever I can.

I’m not keen on that idea.

I’ll handle it the best I can.

I appreciate what you’re saying, but

I’m afraid that will be impossible for

us.

I’ll think about it.

I’m afraid we won’t be able to do

that.

I’ll think about it.

I’m not sure.

I’ll make an effort.

I’ll handle it the best I can.

I’m afraid we can’t compromise on

that point.

No, I don’t think we can go that far.

I’ll do my best after I talk with our

senior executives.

That’s really not in our best interest,

I’m afraid

We would like to accommodate you on

that issue, but I’m afraid we just

cannot.

It’s very difficult.

I’ll check on it and do whatever I can.

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When using English it is important to be direct, however,

being direct does not mean being rude. There are many

ways to soften expressions of “no” in English so that Thai

business people can feel comfortable with them. The need

to maintain smooth social relationships is the same in both

countries.

Practice

Say “no” to the following suggestions.

1. Thailand should halve its import tax. 2. A Thai delegation should attend the next round of

talks in Geneva. 3. Thailand should increase its import quotas. 4. You should reduce prices by 15%. 5. Thailand should make foreign investment easier. 6. Foreign organizations should be able to own more than

50% of local businesses. 7. Thailand should increase the basic wage. 8. Think of some more.

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Answers

• I’ll check on it and do whatever I can.

• I’ll do my best after I talk with our senior executives.

• I’ll think about it.

• I’ll handle it the best I can.

• It’s very difficult.

• I’ll make an effort.

• I’m not sure.

All of these statements will be interpreted literally in

English. That is, their meaning in English is much closer to

“yes” or at least to “I’ll try” than to “no”. Conveying

intentions using language that is literal and precise is a

critical point for controlling conflict. Americans value

frankness, honesty, and directness of expression.

Examples of a Western “No”

• I appreciate what you’re saying, but I afraid that will be

impossible for us.

• I’m afraid we won’t be able to do that. I’m afraid we

can’t compromise on that point.

• We would like to accommodate you on that issue, but

I’m afraid we just cannot.

• No, I don’t think we can go that far.

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Presentation

Practice the conversation with a partner.

A: I really can’t stand working in this office.

B: Do you really mean that?

A: Well, not really. What I mean is that the environment

could be made more pleasant.

B: Yes, I suppose you’re right.

Language Focus

Here are some other ways of correcting yourself.

• What I mean is …

• Perhaps I should put it another way …

• Let me rephrase what I said …

• Sorry, what I should have said is …

• Let me put it another way …

• What I’m saying is …

• If I said that, I didn’t mean it. What I mean is …

• What I’m trying to say is …

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Practice

Work with a partner. Make one of the statements below, and then correct yourself.

1. I would hate to live abroad.

2. The Thai economy will never recover from the

weakened baht.

3. Americans are too direct.

4. British people are very unfriendly.

5. People who smoke in public should be put in prison.

6. I always finish my work on time.

7. I can’t stand cold weather.

8. There is too much foreign investment in Thailand.

Now think of some of your own statements to practice.

9. I hate _____________________________.

10. I absolutely detest _________________________.

11. I loathe ________________________________.

12. ___________________________ should be banned.

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Topic 6 Thanking

1. Duncan is saying goodbye to some of the guests who

stayed at Glenross Castle after the Wine and Dine

anniversary celebration. Listen to the three

conversations and answer the questions.

Dialogue 1

1. What have Pierre and Anne-Marie invited Duncan to

do?

2. Has Duncan accepted?

Dialogue 2

1. What does Monique promise Duncan?

2. When is their next meeting?

Dialogue 3

1. What does Duncan think James should write?

2. Why do you think James asks Duncan about his

meeting with Monique?

3. Why do you think James says ‘That’s the problem’?

2. Listen to the three conversations again and tick the

phrases you hear.

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Thanking for hospitality Saying goodbye

Thank you for inviting us. I really must be going.

Thank you very much for your hospitality. We really must leave now.

Thank you for everything. I must be off.

Thanks a lot. I’m looking forward to …

Positive comments

We’ve had a wonderful time.

I really appreciated it.

It was really enjoyable.

Everything was great.

Responding to thanks

I’m glad you could come. See you on the …

enjoyed it. next week.

liked it. soon.

found it interesting.


light.

3. Work in pairs. Read the situations below. Practice

thinking your partner for hospitality, and make positive

comments. Your partner will respond to the thanks. Use

phrases from 2 above. Change roles.

1. A colleague has invited you to a restaurant to

celebrate your promotion. You have just finished the

meal.

2. A supplier has taken you to the theatre to see a

play.

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3. Some foreign friends have taken you on a

sightseeing tour of the city.

Output Task

Now walk round and say goodbye to your colleagues. Give

your reason for needing to leave now.

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Vocabulary Section

Requesting Agreeing

Can you …? Yes, of course.

Could you …? Yes, certainly.

Do you mind … (+ -ing)? Not at all.

Would you mind … (+ -ing)? No, of course not.

Would you …?

Do you think you could …? Refusing

I’m sorry, but that’s not possible.

Offering I’m afraid not.

Shall I …?

Do you want me to …? Accepting

If you like, I can … Yes, please.

Would you like me to …? Thank you.

That’s very kind of you.

Declining Thank you. I’d appreciate that.

Thanks, but please don’t bother.

Thanks, but that won’t be necessary.

That’s very kind of you but …

Inviting

I’d like to invite you to …

Would you join us …?

Would you like to …?

Why don’t you …?

How about …?

Accepting Declining

Thank you. I’d be delighted to accept. I’d love to, but I’m afraid I can’t.

Thank you. I’d love to. Thanks a lot, but …

Thank you. I’d enjoy that.

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Thanking for hospitality Saying goodbye

Thank you for inviting us. I really must be going.

Thank you very much for your hospitality. We really must leave now.

Thank you for everything. I must be off.

Thanks a lot. I’m looking forward to …

Positive comments

We’ve had a wonderful time.

I really appreciated it.

It was really enjoyable.

Everything was great.

Responding to thanks

I’m glad you could come. See you on the …

enjoyed it. next week.

liked it. soon.

found it interesting.


light.

END OF UNIT 1

Let’s Meet & Negotiate

Content:

Topic 1: Tips for Effective Meetings

Topic 2: A Notice of Meeting and an Agenda


of Attendance

Topic 4: Useful Phrases for Meetings

and Negotiations

Topic 5: Discussing a Meeting

Vocabulary Section

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Unit 2: Let’s Meet & Negotiate

Topic 1: Tips for Effective Meetings

1. Which of the following do you agree with? Why?

1 The best number for a meeting is six people or fewer.

2 Never have food or drink during a meeting. 3 Always start and finish a meeting on time. 4 You should sit round a table when you have

a meeting. 5 A meeting must always have a leader. 6 At a formal meeting each person should speak in

turn.

2. Freestyle is a sports equipment company. It has

developed a new product, a pair of swimming

goggles, which adapt each person’s face and

eyesight. The Marketing Department held a meeting

to discuss the launch of the product. Listen to the

meeting. Then answer these questions.

1 What are the two aims of the meeting? 2 Why does Katharina want to launch the goggles early

in the year? 3 Which months for the launch do the participants

discuss? 4 Which types of shops does Julia want to target?

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3. Listen again. Tick the expressions which Inge, the

chairperson, uses.

1 Can we start, please? 2 The purpose of this meeting is to decide the date of

the launch. 3 Katharina, what do you think? 4 OK, let’s hear a few more views. 5 Nadia, how do you feel about this? 6 You’re right, Katharina. Let’s get back to the point. 7 OK everyone, I think on balance we agree … 8 I want us to talk about sales outlets now.

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Output Task

Role-play. Work in groups of five or less.

Freestyle has developed a new tennis racket called Worldbeater. It is light but gives players increased power and control. It will be launched in the US. The Marketing Department holds a meeting to discuss the strategy. Each student should have one of the following role cards.

AAAA ChairpersonChairpersonChairpersonChairperson You will lead the meeting. Ask for participants’ opinions, encourage

discussion and help them reach agreement. You must decide the following

points concerning the marketing of Worldbeater.

1 Its selling price 3 Special offers for first purchase

2 Its target customers 4 Advertising / promotion

BBBB ParticipantParticipantParticipantParticipant You have the following opinions about Worldbeater. Selling Price: About $240 Target consumer: Professional and very serious club players Special offer for first purchase: 30 free tennis balls Advertising / promotion: Specialist magazines such as Tennis Professional

CCCC ParticipantParticipantParticipantParticipant You have the following opinions about Worldbeater. Selling Price: $150 Target consumer: All tennis players, all age groups Special offer for first purchase: Free tennis at local club Advertising / promotion: National / local newspapers and TV commercials

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DDDD ParticipantParticipantParticipantParticipant You have the following opinions about Worldbeater. Selling Price: $180 Target consumer: All tennis players, all age groups Special offer for first purchase: A free T-shirt with Freestyle logo Advertising / promotion: Tennis clubs, public tennis courts, and in the press

EEEE ParticipantParticipantParticipantParticipant You have the following opinions about Worldbeater. Selling Price: $200 Target consumer: People with money and fashion-conscious players Special offer for first purchase: A 20% discount off any Freestyle product Advertising / promotion: Endorsement by famous tennis players and movie

stars

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Topic 2: A Notice of Meeting and an Agenda

� What is a Meeting Mission Statement?

A meeting statement is a single sentence that tells you (and ultimately your participants) exactly what the meeting is about. It summarizes the purpose of the meeting.

A meeting statement should be short and focused.

Examples:

To develop a plan of action to _______________.

To find and implement a solution for the _____________ problem.

To create a new way to package _________________.

� Write a Meeting Mission Statement

Prepare a meeting mission statement you could use to launch your next meeting back at the office.

� Whom Would You Invite to this Meeting?

Invite the right people. Who do you need at your meeting to accomplish your objective?

Make a list of individuals who should be there. Ask yourself the right questions to satisfy your needs. For example: “Who can provide essential information?” “Who has ideas?” “Who has decision-making capability?” “Who needs to know what’s going on?”

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If you want people to be ready to contribute to your meeting, you’ll have to tell them exactly what you want. Note next to each name what you want that person to be ready to report on or to contribute. You’ll need this information when you send invitations to your meeting.

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� Prepare a Meeting Plan

You need a road map to take you through the essentials after you’ve determined that calling a meeting is necessary and a good investment in time, energy, and interaction.

Complete the Meeting Plan

Meeting Plan

Why call this meeting?___________________________

What is your meeting mission statement?

__________________________________________________

__________________________________________________

What items, issues, or topics need to be discussed?

1) __________________________________________

2) __________________________________________

3) __________________________________________

4) __________________________________________

5) __________________________________________

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Who needs to attend? Responsible for what item?

__________________ ______________________

__________________ ______________________

__________________ ______________________

__________________ ______________________

__________________ ______________________

__________________ ______________________

Support Staff:

Name: Minutes ____________________________________________

Name: Equipment ____________________________________________

When: Date: ____________ Start Time: ____________ End Time: ___________

Where will meeting be held?______________________

Equipment Needed: ___________________________

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of Attendance

You can invite people to your meetings in a number of ways. Have a quickie pre-meeting to assign reporting and/or discussion responsibilities.

Send an e-mail. Make a phone call. Send a paper memo. One of the easiest ways is to have a template of a meeting invitation in your computer. Simply make a copy of the meeting invitation template [below]. For each meeting, all you have to do is fill it out and e-mail it to whomever you’re going to invite.

Fill in the meeting invitation template for the meeting you are planning. Everyone who will be attending your real meeting will receive the same invitation, except that the individual assignment line (where you tell each participant what you want him or her to prepare) will be different for each person.

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� Meeting Invitation Template

To:

From:

Subject:

You are invited to a: [kind of meeting]

Purpose of the meeting: _______________________________________________________________________________________

Please prepare a ________ minute report on: _________

________________________________________________________________________________________

________________________________________________________________________________________

Day: ______ Month ______ Date _______ Day _____

Start Time: _________ o’clock sharp

End Time: __________ o’clock sharp

Where: ______________________________________

Who’s attending: ____________________________________________________________________________________________________________________________________________________________________

Please bring your calendar.

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Topic 4: Useful Phrases For Meetings and

Negotiations

Expressing opinions

Look at these phrases and decide now strongly the speaker is asserting his or her views. Put them in the appropriate box.

I think . . . I don’t think . . . I’m quite certain that . . . I would have thought . . . I don’t doubt that . . . I believe . . . I feel sure that . . . My impression is that . . . As I see it . . . It seems to me that . . . It strikes me that . . .

Weak Medium Strong

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Asking for an opinion • Michael, what’s your reaction to that? • Terry, how do you feel about this? • Any comments, Mary? • Brian, do you have any strong feelings on this? • What do you think about this, Sue? • Barbara, what are your views on that? • Do you have any ideas on this, Alan? • Elizabeth?

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Leading a discussion

Interrupting Stopping Interruptions

• (Excuse me) Can I just/ say . . . ? ask . . . ? • Could I come in here? • Sorry to interrupt but . . . • Yes, but . . • Er . . .

• If I could just finish . . .

• If you’d let me finish . . .

• Just a minute . . . • *Hang on . . . • Listen . . . * informal

Giving reasons

• Firstly . . . • One reason is . . . • To start with . . . • For one thing . . .

Secondary . . . Another is . . . And on top of that . . . And for another . . .

Giving reasons

Tell the group: • why you like your job • why you married your husband /wife • why you bought your house • why you buy a particular newspaper • why you like your car • why you are learning English • why you voted the way you did in the last election

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Decide how the following phrases are used and put them in the appropriate box:

I agree completely. I wouldn’t like to say. Yes, but . . . I couldn’t agree more. You could be right. Come off it. Up to a point but . . . I’m inclined to agree with you on that. I’m afraid I can’t go along with you on that. I can’t say. Absolutely. Exactly, but don’t you think that . . . ? I suppose that’s true. I think I agree. Perhaps. You’re dead right there. You have a point there but . . . I’m sorry but I really can’t agree. You must be joking.

Agreeing Agreeing tentatively Being non-committal Expressing reservations Disagreeing

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Suggesting a course of action

You are your company’s think tank, meeting together to find ways of solving your company’s problems. Brainstorm ideas for the problems below. Decide together which is the best course of action to follow.

1. Your company has some money to spend on improving its employees’ English. What are the best ways of spending the money?

2. Your company owns a small field next to the factory. You will probably need it in a year or so if you extend the factory. What can you do with it in the meantime?

3. Your company employs five office cleaners who aren’t needed for the next six weeks, but will be needed after that. What can you do with them in the meantime?

4. Your company has thrown out its tea and coffee machine and gone back to good old-fashioned china tea cups. You now have 50, 000 unwanted plastic cups. What can you do with them?

Explaining the problem Accepting an idea

• The question we’ve got to tackle is . . .

• We need to work out . . . • The problem we’re facing is . . .

• Yes, that’s a good idea. • Well that’s worth a try. • That sounds like a good idea. • Great!

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Making suggestions Raising objections

• Shall we . . . (do)? • Why don’t we . . . (do)? • Could(n’t) we . . . (do)? • How about . . . (doing)? • Suppose we . . . (do/did)? • What if we . . . (do/did)?

• Yes, but • That might be all right but . . . • It’s a good idea but . . . • I’m not sure about that

because . . .

Making suggestions Deciding who should do it

• We’ll have to . . . • I think we should . . . • We’d better . . .

• Will you do that, then? • Can we leave that to you? • Would you like me to deal with

it? • Shall I sort it out?

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Decide how these phrases are used to reply to proposals and put them in the appropriate box.

Yes, I’m in favour of that. I’m sorry but I’m not very happy about that. I see what you want to do but . . . I can’t go along with that. There doesn’t seem to be much choice. That’s got to be the best option/solution. We have no alternative. I’m afraid that might not be feasible

because . . . That’s just not on. I suppose that’s our only option. That’s a very good idea. I’ve got a few reservations about that

because . . .

Accepting Accepting reluctantly Raising objections Rejecting

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Topic 5: Discussing a Meeting

The board meeting

Board meeting to be held in the conference room at 2:00 p.m. on Monday, 28th September 2009. AGENDA

1. Minutes of the last meeting. 2. Measures to be taken to cut running costs. 3. How the measures are to be implemented. 4. Any other business.

You have the difficult job of reducing your company’s running costs by £10,000. You will be holding a meeting to decide what measures to take. Read through the alternatives below and decide with ones you are in favour of. (You might be able to think of some alternative cost cutting measures to add to the list.) Get your arguments ready so that you can propose the alternatives you think best at the meeting.

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Estimated saving

1 Reduce the research and development budget: • by 2% • by 5% • by 10%

£1,720 £4,300 £8,600

2 Reduce the staff training budget: • by 5% • by 10% • by 15%

£1,125 £2,250 £3,375

3 Reduce temperatures throughout the building to: • 20ºC • 17 ½ºC • 15ºC

£1,250 £3,000 £5,800

4 Reduce traveling costs by: • traveling economy class instead of business class on flights

• taking away all company cars and having a car pool instead

£2,420 £4,500

5 Reduce telephone bills by not allowing any external calls to be made before 1p.m.

£1,310

6 Stop sponsorship of local football team £450

7 Stop giving company diaries and calendars to customers

£1,960

8 Cancel the staff Christmas dinner and dance

£3,980

9 Make the company cleaning staff redundant and contract the work out to independent operators

£2,800

10 Stop provision of free tea and coffee and install hot drink machines

£1,600

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Vocabulary Section Explaining the problem Accepting an idea

• The question we’ve got to tackle is . . .

• We need to work out . . . • The problem we’re facing is . . .

• Yes, that’s a good idea. • Well that’s worth a try. • That sounds like a good idea. • Great!

Making suggestions Raising objections

• Shall we . . . (do)? • Why don’t we . . . (do)? • Could(n’t) we . . . (do)? • How about . . . (doing)? • Suppose we . . . (do/did)? • What if we . . . (do/did)?

• Yes, but • That might be all right but . . . • It’s a good idea but . . . • I’m not sure about that

because . . .

Making suggestions Deciding who should do it

• We’ll have to . . . • I think we should . . . • We’d better . . .

• Will you do that, then? • Can we leave that to you? • Would you like me to deal with

it? • Shall I sort it out?

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Interrupting Stopping Interruptions

• (Excuse me) Can I just/ say . . . ?

ask . . . ? • Could I come in here? • Sorry to interrupt but . . . • Yes, but . . • Er . . .

• If I could just finish . . . • If you’d let me finish . . . • Just a minute . . . • *Hang on . . . • Listen . . . * informal

Giving reasons

• Firstly . . . • One reason is . . . • To start with . . . • For one thing . . .

Secondary . . . Another is . . . And on top of that . . . And for another . . .

Giving reasons

Tell the group: • why you like your job • why you married your husband /wife • why you bought your house • why you buy a particular newspaper • why you like your car • why you are learning English

END OF UNIT 2

Communications Today

Content:

Topic 1: Making On-Line Reservations

Topic 2: Designing Web Pages

Topic 3: Giving Advice

Vocabulary Section

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Unit 3: Communications Today

Topic 1: Making On-Line Reservations

Fields below marked with an asterisk (*) are required - all others are optional.

Tell us about yourself:

* Name:

* Email:

Address:

Address2:

City: State:

Zip: Telephone:

(Include Area or Country Code) Tell us about your plans:

* Arrival: Select Date

* Departure: Select Date

Tell us about your party:

No. In Party: Adults: Children:

Age Range Of Children:

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Select One

Submit Inquiry

Tell us the type of accommodations you want:

No. of Rooms:

Room Preference: Luxury Fireside Room (queen bed)

Cottage Room (queen or king bed)

Double Queen (2 queen beds)

Is there anything else we need to know? Comments, special requests

& questions : Please advise me of future special offers and packages: Yes No

How did you hear about the Red Horse Inn?

We look forward to welcoming you to the Red Horse Inn.

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The form above is from a Hotel in Falmouth England.

1. Read the form, check the vocabulary, ask your

teacher about any words you do not understand.

2. Complete the form for your family.

3. In groups discuss the advantages and

disadvantages of using the internet to make

reservations.

4. Present your ideas to the class.

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Topic 2: Designing Web Pages

Skills Negotiation: reaching agreement

A Work in two groups, A and B. Group A looks at the negotiating tips below. Group B looks at the negotiating tips on page 38. Each group agrees on the five most important negotiating tips on their list.

1. Then form new groups with members from Groups A and B. Agree on a single list of the five most important tips from both lists.

Negotiating tips: Group A

• Be friendly.

• Have clear aims.

• Tell the other side what you want.

• Listen carefully.

• Pay attention to the other side's body language.

• Don't change your plan during the meeting.

• Never be the first to make an offer.

B You will hear three parts of a negotiation between Michelle, the manager of a bookstore chain, and a website designer. Listen to each part and complete the chart.

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Negotiating

point

What Michelle

wants

What the

designer wants

What they

agree

Schedule for setting up the website

Two months

Payment terms Fixed amount: $6,000

Website design Two covers per page

C Listen again to the first two parts of the conversation. After each part, complete the missing words. Then check your answers with a partner.

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Part 1

Michelle Let's talk about the time for setting up the website. We want it in a month's time. That's the end of July.

Designer It's a bit early. I was hoping to have two months to do the job. If I finish in one month, will you agree 1 to reduce the number of pages?

Michelle Yes, that's no problem. Just do the best you can. Our 2 is to have the website up and running as soon as possible.

Designer OK then, 3

Part 2

Michelle Now about payment. You want to charge us $5o an hour. That works out at $400 a day, I believe.

Designer Yes, that's the 4 for the job.

Michelle Well, 5 to pay you a fixed amount for the work. We can 6 you $6,000.

Designer I see. Do you 7 ask you why you want to pay that way?

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Michelle Well, you see, that way we can control the cost of the project. If we pay you per hour, the cost could become high. It could get out of control. This way, we know where we stand.

Designer I see. $6,000. Mmm, that could be all right, I suppose, 8 I get some money in advance. 9 paying me half when I start the work and half at the end?

Michelle Yes, I think we could arrange that. OK. I 10 that.

D Listen again to the third part of the conversation. Note down all the expressions for agreeing and disagreeing. Decide whether they express a) strong, b) polite or c) hesitant agreement or disagreement.

E Role play this situation.

A representative of a website maintenance company meets a company manager to negotiate a maintenance contract.

Website representative: turn to page 38.

Company manager: turn to page 39.

Read your role cards. Then do the negotiation

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Useful language

Stating aims

We'd like to have it in a month's time. We must have delivery by the end of next week.

Making concessions

If I have to finish in one month, I'll need to have an extra designer.

That could be all right — as long as I get some money in advance.

Rejecting suggestions

We'd prefer to pay you a fixed amount.

Bargaining

How about paying me half when I start the work?

Focussing the discussion

Let's talk about the time for setting up the website.

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Activity files

Negotiating tips: Group B

• Be strong and try to win. • Prepare carefully before you negotiate. • Ask a lot of questions. • Have a lot of options. • Summarize often the points you agree on. • Change your strategy during the negotiation, if necessary.

• • Never show any emotion.

Website maintenance company representative You want:

1 A three-year contract This allows you to offer the best service to customers and it will be profitable for you.

2 To test the website each month This will give the best level of service to the client and increase your earnings.

3 Response time — 24 hours You want the company to contact you by e-mail if there is an emergency. You want up to 24 hours to solve any problems.

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Company manager You want:

1 A one-year contract You want to see how well the company does the job and if they are reliable before giving them a long contract.

2 To have the website tested every three months You want the maintenance costs to be as low as possible. However, you would like to have weekly checks on the security of the website.

3 Response time – two hours You want to contact them at any hour by phone if there is an emergency. You want the maintenance company to solve any problems within two hours.

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Topic 3: Giving Advice

1 Look at these sentences.

Managers should recognise their mistakes. (It's a good idea.) Employees shouldn't work under unnecessary pressure. (It's not a good idea.)

Make sentences that are true for you using should/shouldn't and the prompts below. For example, work well / have a certain amount of pressure

To work well you should have a certain amount of pressure.

a companies / try / reduce the level of stress

b workers / work very long hours

c managers / communicate / ideas

d companies / invest money / improve conditions

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e managers / learn / motivate workers f workers / have time / rest

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2 Make sentences about your company like this:

In my company …….. should / shouldn't ...... but often / in

fact they/he/she/we ..

Include the ideas below and add your own.

• distribution of work

• performance-related pay

• new technology

• communications

• sufficient training

3. Now give advice to other students in your class using should and shouldn’t.

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Vocabulary Section

Negotiating

Be friendly.

• Have clear aims.

• Tell the other side what you want.

• Listen carefully.

• Pay attention to the other side's body language.

• Don't change your plan during the meeting.

• Never be the first to make an offer.

Stating aims

We'd like to have it in a month's time. We must have delivery by the end of next week.

Making concessions

If I have to finish in one month, I'll need to have an extra designer.

That could be all right — as long as I get some money in advance.

Rejecting suggestions

We'd prefer to pay you a fixed amount.

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Bargaining

How about paying me half when I start the work?

Focussing the discussion

Let's talk about the time for setting up the website.

Giving Advice

Managers should recognise their mistakes. (It's a good idea.) Employees shouldn't work under unnecessary pressure. (It's not a good idea.) To work well you should have a certain amount of pressure. reduce the level of stress work very long hours communicate ideas invest money improve conditions motivate workers

END OF UNIT 3

Looking Good on Email

Content:

Topic 1: Do You Know About Email Writing?

Topic 2: Writing Clear Email Messages

Topic 3: Functions

Topic 4: Email Netiquette

Vocabulary Section

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Unit 4 Communications Today

Topic 1: Do You Know About Email Writing?

1 a Think of the last business e-mail you received.

• Who was it from? • What were you expected to do?

b Think of the last e-mail you sent.

• Who was it to? • What was your reason for writing it?

Presentation : Best practice guidelines

1 Some companies have guidelines on how staff should use e-mail. Look at the following extract from the guidelines of Travel Express. Complete the gaps using words from the Context section.

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Getting the basics right!

1 Make sure you have the _____ 's e-mail address correct. It's easy

to send an e-mail to the wrong person!

2 Use the _____ only if someone else needs to he kept informed or

to take action.

3 Include the following information in your _____ : your name, job

title, company name and address, telephone number.

4 The company's website address and a legal ______ are

sometimes automatically added to all outgoing messages.

5 Ensure the _____ clearly describes what the e-mail is about and is

free of errors.

6 Do not use Reply all unless you mean to e-mail the whole group.

7 Use the body of the e-mail if possible. If you do need to send an

_____ first check with the receiver that the format (Word, etc.)

and file size are appropriate.

8 Use the bcc field instead of the _____ field to avoid having large

numbers of names in the e-mail header, and to avoid making e-

mail addresses known to other people.

9 Only use the _____ (high priority) if your e-mail requires quick

action, or if others need to receive information from you urgently.

10 Don't forward e-mails unless the sender has given you permission.

2 How useful do you consider these guidelines to be? If your company has guidelines, how similar/different are they to those above?

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Example e-mails

3 Look at the example e-mails below. To what extent does each follow the guidelines on page 49?

1 2

To: [email protected] From: [email protected]

Subject: hi Trylawn_leaflet.pdf

Dear Ms Jason Thank you for your phone call of 3rd January. I am pleased to hear that Model BHT43 has been selling well. I am attaching a leaflet listing our full range of lawnmowers, as requested. I look forward to doing business further with you in the future. Yours sincerely Myra Wynn Sales Assistant

To: [email protected] From: [email protected] Subject: meeting next week

Dear Leila I just wanted to let you know that I can make the product launch next week. Give me a ring if you need any help to organize the event. Best wishes Boris

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To: [email protected] Cc: [email protected] Bcc: From: [email protected]

Subject: catalogue request MKcat.pdf

Dear Mr Summersby Further to your e-mail of 12th September, I would like to apologize for the delay in sending you our sales catalogue. We have just put together our new catalogue and I wanted to be able to send you the most up-to-date information about our products. Please find attached a PDF of our latest catalogue. If you require any further details about any of the items fisted, please do not hesitate to contact me by e-mail or phone. Yours sincerely Markus Schmidt Customer Services Officer MK Mode Tel: +49 (0)7531 3859 http://www.mk-mode.de

The content of this e-mail and any attachments sent with it are confidential and for the addressee only. Any unauthorised copying or distribution by anyone else is prohibited. The views expressed here are not necessarily those of the company.

3 4

To: [email protected] From: [email protected] Subject:

I am writing to you in response to your advertisement in 'Cycling weekly'. I am interested in stocking your forthcoming Model 232 and would be grateful if you could send me further information about this range. Best regards Michaela Salter Buyer

Bimleys 15 High Street Simon ST4 5BH

Tips To keep an e-mail focused, try to have just one purpose.

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Previous/future contact

4 Look at the phrases below. Then find additional phrases in the e-mails on page 50 to add to the table.

* informal phrase

Giving the reason for writing

Making reference to

previous contact

Making reference to future contact

We wish to {inform you of a change to our prices). Just wondered if (you could help me). I am writing in reply to / concerning / with regard to / about (your latest brochure). Just a quick e-mail to (say hi). * I am writing to (remind you about the sales conference).

With reference to (our recent phone call), ... In reply to (your letter). ... I was really glad to hear (about your job). I refer to (your last e-mail). I saw (your advertisement in the local paper). We understand from your e-mail that (you are interested in) ... Nice to hear from you yesterday. *

Drop me a line some time. * I hope to hear from you shortly. If you would like any additional information. please do not hesitate to contact us. Give mc a call later on. * If you have any questions, please c-mail or phone mc. I enjoyed meeting you and look forward to (working with you on the project)

Tips Make it clear what we refers to - is it the company or the department?

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Reasons for e-mailing

5 Match the reasons for writing to the opening phrases below.

1 inviting a Just wondered if you'd like to

2 apologizing b On behalf of Sandra Jameson. I would like to thank you for ...

3 informing c I wish to apologize for not ...

4 requesting d I'm writing to ask if you could ...

5 thanking e I am writing to complain about ...

6 complaining f This is just to let you know that ...*

Greetings and endings 6 Match these greetings and endings. Do you use any of

these when e-mailing? If so, in which situations? What other greetings and endings do you use and in which situations?

1 Dear Mr/Mrs/Miss/Ms Gillet a [Your name] 2 Dear Finn/Margit b Yours sincerely 3 Hi, Mike c Bye for now 4 John: d Best regards

Tips - Think about who

you're writing to and how they expect to be addressed.

- Formal business e-mails generally follow the same style as the greetings and endings of business letters.

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Practice Key terminology

1 Match these key terms with their definitions. 1 netiquette

2 subject line

3 attachment

4 to cc someone in

5 signature

6 format

7 in-tray

a where you write the topic of your message

b type of electronic file (e.g. Word)

c good-practice guidelines for e-mailing

d your contact details below your e-mail

e a document e-mailed to someone

f a folder containing messages for you to read

g to copy your message to another person

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Useful phrases

2 Put the words in the correct order to form sentences. 1 your dated 1 writing am reply in to letter 5 June 2 look I Forward to your receiving reply 3 please attached find a copy catalogue of our 4 you thank for e-mail your 5 you if have questions any please not do hesitate

contact to me 6 I writing am concerning the launch product week

next 7 really I'm the glad to about interview hear 8 if you wondered like to just meet would up later

3 Complete the e-mail using words and phrases from the

Presentation section.

To: [email protected]

From: [email protected]

Subject: USEL'S product range

1 Ms Martina I am writing 2 regard 3 your advertisement in

Business Weekly.

I would be grateful if you 4 send me some information about

your latest product range.

I 5 forward to 6 from you shortly.

Yours 7 _______ Petra Harmer

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4 You are Lars Hansen from Copenhagen. You receive the following e-mail. Look at the notes and write your reply.


Cc: [email protected]


Subject: Price list: electrical goods

Attachments :

Dear Mr. Hansen Thank you for your enquiry of 2nd February. I have attached a price list

for our new range of electrical goods, as requested.

Please note that Jason Franklin, our sales representative for

Scandinavia, will be in Denmark next week for a trade fair. He would be

pleased to visit you in Copenhagen to discuss any of our products.

If you would like any further information, please do not hesitate to

contact me.

Yours sincerely Per Ronneberg

Price_list.doc

Maybe meet Mr. Franklin on

Tuesday?

Do they have a brochure on

Frost-free fridays ?

Payment terms?

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Consolidation

1 a Think of an e-mail you need to write for business.

B Write your e-mail. 2 Reread the e-mail from the reader's point

of view. Is there anything you would now change?

Review

1 What do you need to consider when writing an e-mail? • your reason for writing • •

2 Complete the gaps in this e-mail with a word or phrase from the unit.



Subject: Marketing seminar

Dear Ms Steiner

1 your telephone call on 13th July.

2 confirm that I am able to attend the direct mail

marketing seminar next week. Please could you 3 f I need to

bring any examples of our promotional materials, such as leaflets or

brochures?

4

Johannes Vogt

Marketing Assistant

Tips Keep in mind the purpose of your e-mail -and what you want to happen as a result of it.

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3 Write a short e-mail to a friend: • referring to an e-mail he/she sent; • inviting him/her for lunch; • asking him/her to confirm the arrangement.

4 How many words in the unit can you find to do with sales/marketing?

5 Write an e-mail to a company requesting a brochure in response to their recent advert in the local paper. Remember to provide your contact details.

SALES / MARKETING

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Topic 2: Writing Clear Email Messages

Context

Look at the e-mail extracts below showing how different people have replied to incoming e-mails. Match each e-mail to one or more of these subjects.

A

meeting report software results

Dear Steve Thank you for your e-mail. Please see my responses in between your requests below. Best wishes Louis > Please could you give me the production figures for last August? I need to send them to head office by the end of the week. They're on your desk. > I need to see all the production staff on Thursday. Can you ring around and arrange a suitable time for everyone, and then book a room? The meeting will start at 4 p.m. and will take place in the boardroom.

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B C

Dear Martin Thank you for your e-mail. Please could you give me a call on extension 343 to arrange a time when I can come and look at your computer. Best regards Janet - - -Original Message - - From: M. Monroe Sent: 28 November 2003 09:45 To: J. Cooper Subject: Computer problems Dear Janet Please could you take a look at my computer, which keeps crashing? I think this is as a result of the new program I've loaded onto it recently to help us keep track of distribution.

Dear Rachel Thank you for your e-mail of llth March about the internal monthly production report. A summary of the report can be found below this message. It is divided into three parts: 1 scheduling 2 production 3 distribution

Please could you forward the relevant information to staff in your unit. Best regards Joseph Meek

1 Scheduling New schedules were developed by production working group, as a result of a discussion held between employee representatives and management on 24th February.

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Presentation Structuring e-mails

1 a Look at the above e-mails again. Which of the ways of structuring e-mails outlined below are used?

1 Include the whole of the previous e-mail beneath your reply.

2 Quote relevant part(s) of the previous message.

3 Summarize in time first few lines the purpose of the e-mail. and provide additional information below.

4 Keep your message short and provide an attachment (e.g. in Word. Excel, PowerPoint) containing further details.

b Consider the advantages and disadvantages of each approach.

2 a Which of the approaches in Exercise I would you use to structure the reply to the e-mail below? Give your reasons.

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b Write your reply.

3 What other factors can ensure that your e-mail is well structured? Compare your ideas with the tips below.

To: [your e-mail address] From: [email protected] Subject: Visitors on 23rd August

Dear [your name] Thank you for agreeing to show the visitors around the plant on 23rd August between 2.30 and 4.30. I would appreciate it if you could let me know which areas you plan to visit so that I can finalise the itinerary. Please could you also let me know what Health and Safety clothing the visitors will need, if any. With grateful thanks Helena Beam

� Reading on screen can sometimes be difficult, so try to keep your e-mail as short as possible. The receiver should not have to scroll down too far to read the whole message.

� Ensure your main points can be found easily. Introduce each one clearly (e.g. Firstly, ...).

� Use short paragraphs which are well spaced. Ideally, each paragraph should contain one main idea.

� Direct readers to the relevant part(s) of your message (e.g. See below ...).

� Consider numbering or bullet points, using headings and sub-headings, or highlighting key information (e.g. at 3 p.m.).

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Introducing main/ supporting points

4 Look at the e-mail below sent by Johannes Steiner, BTP's Regional Production Manager in Germany, in reply to an e-mail from Martin Kilsby, European Production Director. What are:

1 the main points? 2 the supporting points. e.g. explanations in support

of the main points (This is due to ...) and the implications of these (This will lead to ...)?

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Subject: February production figures

Attachments : Dear Mr Kilsby Please find attached the latest production figures for BTP Friedrichshafen, and Baden, as mentioned in your e-mail of 9th March. I would like to three points to your attention in relation to these figures. Firstly, you will notice that production at Friedrichshafen has risen by more than compared to the last quarter. This is as a direct result of taking on 75 production staff at the plant. Secondly, production rates at the Karlsruhe factory were 15% lower than in previous quarter. This fall is due to unexpected technical difficulties with new machinery for the production line. These problems have led to delays up to twelve hours at a time. Finally, in response to growing demand for industrial chemicals from the Far East, the Baden plant plans to increase production from March onwards. means that the company will need to recruit as many as 100 additional shop-floor staff to cover the extra shifts proposed. If you have any questions or would like any further information, please do not to contact me. Best regards Johannes Steiner _________________________________________________________

I am writing to remind you all that the February production figures are due in by the end of the week.

Best regards Martin Kilsby

Production_march_12.xls

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5 a Find words and phrases used in the e-mail to introduce:

Main points Supporting points

firstly due to

b Add any additional words and phrases from the e-mails in the Context section.

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Topic 3: Functions

Practice : Introducing main points

1 Rearrange the words to make the six main points in an e-mail report. 1 the company firstly plans invest to new machinery

Euro 5 million in 2 production have rates increased secondly by 25% 3 there is products growing our thirdly demand for 4 the company decided finally 100 has take to new on

staff 5 company's firstly has there a change to the been

policy 6 finally product will invested be in $100.000

development

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Introducing supporting points

2 Complete these supporting points from an e-mail report.

1 I apologize for the delay in sending this report. This

is due to ...

2 We have experienced a number of production

problems. This is as a result of ..

3 As agreed, € 500.000 will be invested in new

machinery over the next five years, which will mean

that ...

4 There's been a recent decision to expand the plant.

This will probably lead to ..

5 We have decided to take on 25 new production staff.

This is in response to ...

6 Owing to .... there will be delays to the deliveries to

the warehouse.

7 Because of ..., we hope to be able to provide a better

service in the future.

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Directing the reader

3 Complete the gaps in the sentences below using these

words.

1 As stated in your original message __________, the deadlines are very tight.

2 Please see the suggested production schedule __________.

3 My responses are in __________ each of the points raised.

4 See __________ 3 below for employees' recommendations.

5 My responses can be found directly __________ each of your questions.

6 See the attached file for further __________.

Consolidation

1 Think of an e-mail you need to write for work.

2 Write your e-mail.

3 Reflect on what you have written. How clear is the structure of your e-mail?

information below between attached paragraph after

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Topic 4: Email Netiquette

netiquette n. /netrket/ The unwritten rules of behaviour on the Internet, especially related to the use of e-mail, chat rooms and newsgroups.

Context 1 Look at the e-mail below and consider these questions.

1 Who is the sender? the receiver: 2 Is there a signature? a disclaimer? 3 Is the subject line filled in? 4 Has the importance option been used? 5 Has the e-mail been copied to anyone else (using the

Bcc (blind carbon copy) or cc (carbon copy) field)? 6 What is the purpose of the e-mail? 7 What format would the attachment be in? 8 What is the receiver expected to do?

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Cc:

Bcc:

Subject: Sales Manager post (ref. 7672P)

Dear Mr. Vogel

Thank you for your e-mail expressing interest in the above vacancy.

Please confirm whether you would prefer to receive an application form and further details by e-mail (Word XP, approximately 5510 or in hard copy by post.

If you have any questions, please do not hesitate to e-mail or phone me.

Yours sincerely

Stacey Griffin Personnel Assistant [email protected]

Travel Express 35 Windmill Street Evesham EM2 9TR UK Tel: +44 (0)1868 767565 (extn 392) Fax: +44 (0)1868 767600

http://www.travelexpress.com

The content of this e-mail and any attachments sent with it are confidential and for the addressee only. Any unauthorised copying or distribution by anyone else is prohibited.

Please delete this e-mail if you have obtained it in error.

Tips - Update the contact details in your signature regularly.

- Include http:// in the website address- not all e-mail systems will treat it as a live link otherwise.

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Vocabulary Section

Introducing main ideas

Firstly, ... Secondly, … Thirdly, … Finally, ...

Introducing supporting ideas

This is as a result of delays installing the new equipment. Output will be reduced because of the industrial action. This is due to difficulties we are experiencing with the machinery This is in response to an increased demand for the new product. This will probably lead to short-term disruption. This will mean that our production capacity will increase. There will be a short delay in responding owing to the postal strike.

Directing the reader

See below for further information. Figures can be found below. See paragraph 3 for full details. Please find attached ... As you can see in the attached file.... Point 4 above deals with ... My responses can be found directly after each of your questions. As stated in your original message below, ... A summary of the report can be found beneath this message.

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Vocabulary

Visiting a factory

expand/expansion facilities factory goods dispatch area health and safety (clothing) industrial chemicals install/installation invest/investment (in machines) itinerary machinery plant schedules shift shop-floor staff

Production

capacity costs line manager operatives problems rates targets

Greetings

Dear Mr/Mrs/Ms/Miss Gillet Dear Sir: Dear Sir/Madam: Dear Madam Dear Finn/Margit Hello Mike * Hi Jane *

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Endings

Yours sincerely Yours faithfully Best regards / Best wishes All the best * Bye for now *

Reasons for writing

I am writing in reply to / concerning / with regard to / about (your latest brochure). Just wondered if you could (help me). * I am writing to (remind you about the sales conference). We wish to (inform you of a change to our prices). Just a quick e-mail to (say hi).* I am writing in response to your advertisement. I would like to (attend the seminar). I just wanted to let you know (that I can make the product launch). * This is just to (say thanks for your e-mail).*

Referring to previous) future contact

With reference to (your phone call). ... In reply to (your letter), ... Nice to hear from you. * Thank you for your phone call. Further to (your e-mail of 12th September).... I hope to hear from you ... Give me a call later on. * If you would like any further/additional information. please do not hesitate to contact us. I was really glad to hear (about the successful launch).* I look forward to doing business with you again in the future. Drop me a line some time.* I refer to (your last e-mail). I saw (your website). We understand from your e-mail that ... If you have any questions. please e-mail or phone me. I enjoyed meeting you and look forward to (meeting you soon).

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Vocabulary

Key e-mailing terminology

to attach / an attachment to forward (an e-mail) disclaimer format importance option live link receiver/addressee/recipient signature subject (line) Sales and marketing

advertisement catalogue direct mail distribution enquiry launch leaflet marketing seminar payment terms price list promotional materials range Sales (representative/conference, etc.) trade fair

* informal

END OF UNIT 4

I Would Like to Present

Content:

Topic 1: Talking about Products


(Comparing Companies)

Topic 3: Explaining a Diagram

Topic 4: E-Commerce

Vocabulary Section

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Unit 5 I Would Like to Present

Topic 1: Talking about Products

Skills Presentation a product

A Listen to a sales manager presenting a product to some buyers. Which of the adjectives below does she use?

B Listen again to the presentation. How does the sales manager describe the product? Fill in the missing words and phrases. 1 As you can see, it's attractive and 2 The tower of wood. 3 Let me its dimensions. 4 It in three colours. 5 Its is just under f25. 6 It's for storing CDs and CD-Roms. 7 It has several which should

appeal to our customers. 8 is that it's easy to select

the CD you want. 9 The tower is well-designed. It's ,

and user-friendly. 10 It really does of music lovers.

attractive � fashionable stylish robust elegant user-friendly

high-quality well-designed reliable flexible popular practical

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Outdoor heater

C Work in small groups. Choose one of the products shown. Then turn to its Information file on page 64. Prepare a short presentation about your product. Invent any additional information that you wish. Then form new groups and present your products to each other. Answer any questions that you are asked about them.

Leather attache case

Baby monitor Juice

extractor

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Useful language

Introducing the product

This is our new product. I'm going to tell you about our new product.

Describing the product

Let me tell you about its special features. It's made of leather/wood/steel/aluminium. It weighs just 2.3 kilos. It comes in a wide range of colours.

Stating the product's uses

It's ideal for travelling. It's designed to be used with any type of material.

Mentioning selling points

It has several special features. A very useful feature is the energy-saving design. Another advantage is its very small size.

Inviting questions

Does anyone have any questions? Would anyone like to ask a question?

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Information file

Product 1: OUTDOOR HEATER Function: To heat the air outside a building

• Gives out a lot of heat for 26 hours

• Powered by propane gas

• Easy to regulate the heat

• Light and easy to move

• Can be used in all weathers

• Easy to clean

• Attractive design PRICE: €299

Product 2: LEATHER ATTACHE CASE

Function : To carry business documents

• Expandable case with desktop facility

• Twin combination locks

• 3 compartments

• 2 extra pockets

• Pen and credit card holders

• 2-year guarantee

• Dimensions: 4ocm (height) 49cm (width) 15cm (depth)

PRICE: €70

Product 3: BABY MONITOR Function : To check the health of

a sleeping baby

• Works up to a 100-metre range

• Powered by mains or battery

• Low-battery indicator

• Adjustable volume

• Has a belt clip and also a stand

• Easy to use and very light

• 3-year guarantee PRICE : €48

Product 4: JUICE EXTRACTOR Function : To extract juice from

fruit and vegetables

• Juices whole fruit and vegetables (hard and soft)

• Powerful motor

• Easy to pour juice

• Safety locking lid

• All parts easy to remove and can be

• washed in a dishwasher

• Stainless steel filter

• 10-year motor guarantee, 3-year parts and labour guarantee

• Free recipe book PRICE : €68

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(Comparing Companies)

1. Three companies produce the cardboard boxes you need. You are deciding which company to buy from. Your purchasing department has collected these statistics to help you make your minds up.

EGP The Card Company

Paper Packs Ltd.

Price per standard 1 cubic metre box

7.56

7.4

7.83

No. of styles of boxes in the range

27

16

25

Quality – faults per 1,000 units

0.1

1.3

2.5

Delivery period 2 days 1 day 4 days

Discount 5% 10% 15%

Quantity kept in stock 100,000 600,000 500,000

Terms of payment 14 days 30 days 60 days

Work in pairs. Ask and answer the questions below.

Which company 1 has the highest/lowest prices? 2 has the widest/smallest product range? 3 has the best/worst quality record? 4 delivers the fastest/slowest? 5 gives the biggest/smallest discount? 6 keeps the most/fewest boxes in stock? 7 gives the most/least time to pay?

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2. Cover up the questions. Look at the statistics and ask and answer the questions again.

3. Which supplier is best? Why?

4. Tell a colleague about your company’s competitors.

1 Who are your main company’s competitors? 2 Which company working in your field

• Has the largest turnover? • Employs the most people? • Is the oldest? • Has the most branches/locations/products? • Provides the best service/product? Why?

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Topic 3: Explaining a Diagram

A Review the language of trends.

1 Complete the pairs of opposites with the word from the box.

a) to go up / to go down b) to rise / to …………… c) to improve / to …………… d) to reach a peak / to ……… e) to increase / to ……… f) to grow / to …………… g) to be up /to ………… h) to fluctuate / to ………

2 Complete these irregular verb forms.

go - we nt - g…… rise – ro…… – ri…… qrow – gr……- gr…… fall – fe…… – fa……

3 Complete the sentences with one of these word: gradually, sharply, significantly, slightly, slowly, steadily.

a) Sales increased slowly (not fast) b) Sales increased ………… (suddenly) c) Sales increased ........... (a little) d) Sales increased ………… (slowly over a long time) e) Sales increased ………… (noticeably) f) Sales increased ………… (gradually and regularly)

be down fall be stable get worse decrease go down shrink hit a low

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4 Change the verb + adverb form into an adjective + noun form. to improve gradually � a grad……… impro……… to grow slowly � sl……… gro………

5 Complete the sentences with one of these word: by,

by, for, from, in, of, since, to.

a) Sales increased ……… 3%. (after a verb) b) There was an increase ……… 3%. (after a noun and

before an amount) c) There was a 3% increase ……… sales. (after a noun

and before the topic) d) Sales increased……… 15,000 ……… 17,500 – so they

increased ……… 2,500 e) Sales have been increasing ……… January (point in

time) / ……… six months (period of time).

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B Review the language of forecasts (what is likely to

happen in the future). Complete the table with the

words/phrases from the box. Be careful: two are not used.

� �

Definite Sales will definitely increase. (1) I’m sure that sales will increase.

Sales definitely (2) …………… increase. I’m certain that sales won’t increase.

Probable (3) ……….. that sales will increase. Sales (5) …………. increase.

Sales (4) ……………… increase. (6) ……….. that sales will increase.

Possible Sales (7) …………. increase. Sales (9) …………. increase.

Sales (8) …………. increase. Sales (10) …………. increase.

Now match the verb groups 1- 3 with the sentences a) – c) . Be careful.

1 We expect / would like ………….

a) to increase sales next year.

2 We expect / would like / hope / intend / plan / want ………….

b) sales will increase next year.

3 We expect / think / hope / believe / imagine / predict ………….

c) sales to increase next year

are likely to could not I expect I doubt I’m sure may not

might might not won’t probably probably won’t won’t

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Note : we can usually use will or going to to make predictions and there is very little difference. However, if there is strong evidence in the present situation then going to is more common.

I think sales will probably increase next year.

( it’s my general belief )

I think sales are going to increase next year.

( I am looking at some figures right now )

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Exercise 1

Look at the graph below and write a paragraph explaining it. The figures on the horizontal line represent years; on the vertical, line unit whisky sales.

0

20000

40000

60000

80000

100000

120000

140000

160000

180000

200000

1 2 3 4 5 6 7 8

Un

it W

his

ky S

ale

s

_______________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

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Topic 4: E-Commerce

Starting up

A Do you enjoy shopping? Do you shop online?

B Which of the following have you bought online? Why?

C Some people prefer not to buy goods and services online. Why?

Vocabulary : Shopping online

A Choose the correct word to complete each sentence.

1 We offer a discount to customers who buy in

bulk.

a) refund b) discount c) delivery

2 We ask customers who are not fully satisfied to

within seven days.

a) discount b) refund c) return

3 In order to get a full , customers must send back

goods in the original packaging.

a) discount b) refund c) return

books and magazines designer clothes CDs perfume holidays groceries jewellery travel/concert tickets

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4 Goods will be within 24 hours of your

order.

a) despatched b) purchased c) exchanged

5 Goods are kept in our until ready for

delivery.

a) stock b) storage c) warehouse

6 Products and services offered at a large discount are

generally a

a) sale b) bargain c) offer

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B Combine words from boxes A and B. Make phrases that

match definitions 1 to 7. For example, credit card

details – 2 the name, number and expiry date on your

credit card.

A

credit card cooling off money back method of

Interest-free out of after sales

B

Guarantee Stock Period Credit

Details Service payment

1 the time when you can change your mind and cancel an

order

2 the name, number and expiry date on your credit card

3 the way you choose to buy the goods you want

4 when you can pay some time after you buy, but at no

extra cost

5 when the goods you require are not available

6 a promise to give your money back if you are not

happy

7 the help you get from a company when you start to

use their product

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Simon Murdoch

Listening : Selling online

A Simon Murdoch set up the online bookshop

Amazon.co.uk.

Listen to the first part of the interview and complete

the extracts below.

Before ordering

First, you must have a good website 1 and

the website needs to be 2 and 3

to use. It needs to provide

4 about the items that you're buying. And

the prices on there need to be, you know,

5, good prices.

After ordering

And then, once somebody's ordered something from

your website, you need to provide a fast

6 which is reliable. And then, if

anything should go wrong, it's important that you have

an excellent 6 team dealing with

enquiries on the phone or by e-mail.

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B Listen to the second part of the interview. Answer

these questions about the online company e-toys.

1 What was good about e-toys?

2 What problems did e-toys have?

C Listen to the last part of the interview. Simon describes

the main differences between selling online and high

street retailing. Which of these statements are true,

according to Simon?

1 Selling online is similar to selling by mail order in

many ways.

2 Warehouses are not essential when selling online.

3 Location is more important for online selling than for

high street retailing.

4 High street retailers need to present goods

attractively to get people to buy.

D Discuss these questions.

1. What other differences between online selling and high

street retailing can you think of?

2 What are the similarities between the two types of

businesses?

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Vocabulary Section

The following is a list of useful expressions that can be used for any type of presentation.

EXPRESSING PURPOSE

I’m here today

My purpose is to (state purpose)

My target today is to

SEQUENCING AND LISTING

To begin with First(ly)

I’d like to look at …

Second(ly) I want to …

Next I’m going to …

Furthermore

Moreover

Finally I will …

INTRODUCING FACTS AND

EVIDENCE

Look at this chart.

Let me show you this graph.

I’d like to show you etc.

LINKING CAUSE AND EFFECT A) Cause to effect:

The caused …

The resulted in …

The was brought about by…

The was the reason for …

B) Effect to cause:

The was caused by …

The resulted from …

The was the result of …

The was due to the …

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MOVING ON TO A NEW

POINT

I’d like to move on to

This brings me to (state the new point)

I want to move on to

LOOKING BACK

As I said before

Let’s go back to (re-state previous point)

I’d like to go back to a previous point, if I may.

REFERRING

With reference to

With regard to

From the point of view of

EXPRESSING OPINIONS

I believe that

It is my opinion (state opinion)

I feel

EXPRESSING CERTAINTY

I have no doubt that

No one could argue that (state point of certainty)

It cannot be denied that

It is common knowledge that

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DIGRESSING

Let me digress for a moment.

In passing, I’d like to say.

If I could digress for a moment.

REINFORCING A POINT

In addition to this

Furthermore (state the point)

But more important(ly)

But above all

DISAGREEING

I disagree with (state what you disagree with)

I cannot agree

I’m afraid I cannot agree

Unfortunately, I cannot agree

I acknowledge the point, but

I have some reservations regarding

JUSTIFYING DECISIONS

Owing to we have …

Because of they have…

As a result of we will …

ELIMINATING

ALTERNATIVES

We have decided against _____ because

We reject ____ because of

We rule out ____ because

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MAKING RECOMMENDATIONS

We recommend that (state recommendation/s)

We urge you to

We strongly recommend

Based on our research, you should

To remedy the situation, you must

SUMMING UP

To sum up (summarize main points)

Before I conclude, I’d like to recap the points I have covered today.

Let me recap.

Allow me to sum up.

CONCLUDING

Let me end by saying (end quickly)

In conclusion

Finally

CLOSING

Thank you for listening.

Thank you for your time today.

CALLING FOR QUESTIONS

If you have any questions, feel free to ask.

I’d now like to answer any questions you may have.

And now, I’d like to call for questions from the audience.

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Tapescripts

Meeting People

1,1

1 Hello. I'm Alessandro Ponti and I'm a research technician at a hospital here in Torino. I have colleagues from several different countries and we have English lessons twice a week so we can communicate better. I'm married,

I have three children, and I like painting and drawing in my free time.

2 Good morning. I'm Michiko Sudo and I work in my family's trading company. Our head office is in Osaka and we have 140 employees. I'm responsible for worldwide sales and marketing, so I need English to talk to our customers.

3 Hello, nice to meet you. I'm Peter Leutwiler and I'm a freelance computer consultant. I specialize in database management for banking and financial services. I live in Frankfurt, and I often travel abroad to attend conferences, or just for fun.

4 Hello, I'm Jean-Philippe Gerard and I work for Eco Industries SA in Compiegne, France. I'm lead operator in the water treatment plant. I also study engineering at the Universite de Technologie, and most of the books I need to read are in English.

5 Hi. I'm Sushma Advani and I come from Mumbai in India, but now work for a recruitment agency in Pittsburgh in the US. Our main client is the US Government, and it employs us to recruit computer programmers from all over the world. In my job, I speak Hindi, Sindi, Marathi, French ... and English, of course.

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Introductions

1.4

Dialogue 1

T=Tony, M=Monique T Excuse me, are you Ms. Bresson? M Yes, that's right. T May I introduce myself? I'm Tony White. How do you do. M How do you do, Mr. White.

Dialogue 2

J=Jeanne, R=Roberto J Roberto! Nice to see you again. How are you? R Hello, Jeanne. Fine, thanks. How are you? How's the family? J Oh, very well, thank you, Roberto.

Dialogue 3

R=Roberto, L=Luigi, J=James R James, I'd like to introduce you to Luigi Bastini. He represents

some growers in the Chianti area of Italy here at Vinexpo. Luigi, this is a journalist friend of mine, James Turner.

L Pleased to meet you, Mr. Turner. J How do you do. Please call me James. L Then you must call me Luigi.

1.5

M=Monique, Harries J Monique, I must go now. It was very nice meeting you, and

I look forward to seeing you in London next month. M I really enjoyed meeting you, too, James. Have a good trip

back. J Thank you, and the same to you. Bye. M Bye. See you soon.

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Offers & Requests 9.4 D=Duncan Ross, C=Carol, Duncan's secretary

D (phone) Oh, Carol, can you come into my office? Its about my trip to France.

C Yes, of course. (Carol arrives) So, you have meetings in Paris on Monday and Tuesday.

D Yes. I'll be in Scotland at Glencross the week before, so could you book me a flight from Edinburgh to Paris on Sunday afternoon or evening if possible?

C Right. Shall I book a hotel in Paris for those three nights? D Yes, please. Then on Wednesday I want to travel to Bordeaux,

either by train or plane. C Would you like me to get some information on both? D Thank you. I'd appreciate that. I need to be in Bordeaux by

about 1 p.m. I think the TGV is probably best. Would you mind checking arrival times of the TGV and the plane?

C No, of course not. D Right, thanks very much, Carol. That's all for the moment. I'm

not sure about the trip back yet, but we can arrange that later.

9.5

D (phone) Carol, I'd like to give you the other details about my trip to France.

C Yes, fine. I'll come in. D Right, I need to be back in London on the Friday evening. Do

you think you could check the times of direct flights from Bordeaux?

C Yes, certainly. What about accommodation? Do you want me to book you a hotel in Bordeaux?

D Thanks, but that won't be necessary. I'm going to stay with some friends. They've got a little château and some vineyards, and they produce some very good wine.

C Mm, it sounds a lot more enjoyable than a hotel. D Yes, I think it will be.

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Invitations

8.8

D=Duncan Ross, M=Monique Bresson D Hello. Duncan Ross. M Hello, Duncan. It's Monique Bresson. My secretary said you

called. D Yes. Thank you for calling back. I wanted to make sure you've

received the invitation. M Yes, I have. Thank you. I'd be delighted to accept. D Good. Er... Monique, some friends of mine are going to stay at

Glencross for a few days after the celebration, and I'd like to invite you to stay, too. Would you join us for four or five days?

M Oh, I'd love to, Duncan, but I'm afraid I can't. I've already arranged to go to Brussels on the 18th...

D Well, would you like to stay until the 17th? I'm sure you need a break from your busy schedule. You work too much, Monique!

M You're right. Thank you, Duncan, I'd love to stay until the 17th.

8.9

J=James Turner, D=Duncan Ross J Hello. D Hello, James, it's Duncan. How's everything? I hope you're

ready for the big event at Glencross! J Not yet, but there's still time. D James, some friends are going to stay at Glencross for a few

days after the celebration. How about joining us?

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Appointments

3.4

Hi, this is Peter Clark at Gencia Technologies. I'm afraid I'm unavailable at the moment, but if you need me urgently, press the star key now to send your telephone number to my pager screen. Or you can try to reach me on my cell phone at 202 555 7639. Otherwise, leave a message here and I'll get back to you as soon as I can.

3.5

Mr. Clark, this is Carmen Santez. I'm very sorry about this but I'm afraid I've got to go back to Argentina earlier than planned, so I can't make our meeting on Friday. Could you give me a call? I'm in the Marriott Marquis Hotel - that's 212 398 1900 and my room number is 1147.Thank you very much.

3.6

PC Hello Ms. Santez, this is Peter Clark of Gencia returning your call.

CS Ah, thank you for getting back to me so quickly. I'm sorry about Friday.

PC Oh that's all right. Would you like to reschedule? CS I'd love to but my schedule's very tight as I'm leaving New

York on Wednesday evening. Do you mind if I don't come down to Washington?

PC Would you like me to come up to New York instead? CS Could you? That would make things a lot easier for me. PC No problem. When would be good for you? CS How are you fixed for Tuesday afternoon - say 2 o'clock? PC That's fine for me. CS Excellent. And would you mind coming to my hotel? I could

book a meeting room. PC That's great. I'll look forward to seeing you at the Marriott

at 2 o'clock on Tuesday then.

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Thanking 12.4 P=Pierre, D=Duncan, A=Anne-Marie, M=Monique, J=James Dialogue 1

P Duncan, we really must leave now or we'll miss our plane back to Bordeaux. Thank you for inviting us, we've had a wonderful time.

D I'm glad you enjoyed it, Pierre. And thank you for inviting me to stay with you. I'm really looking forward to it.

A And so are we. Goodbye, Duncan. See you next week in Bordeaux.

D Goodbye, Anne-Marie, Pierre. Have a good flight. Dialogue 2

M Duncan, thank you very much for your hospitality. I really appreciated it.

D Well, I'm very pleased you agreed to stay a few more days. You must come and stay whenever you like, Monique.

M Thank you, I promise I will. So, goodbye, Duncan. See you in London on the 22nd.

D Yes, I'll ring you next week to fix the time. Goodbye, Monique. Dialogue 3

D Well, James, thanks for all your help organizing the Wine and Dine celebration, and congratulations –everybody was very impressed by your book! I think you should write another one!

J Yes, I'll think about it. Er, Duncan, you're meeting Monique in London on the 22nd?

D Yes. To discuss the French edition of Wine and Dine. Monique has agreed to do all the translation work.

J Oh, good, I thought... well... D Don't worry, James, it's strictly business. Although I must say

Monique's a very attractive and interesting person! J Yes, I know, that's the problem. Well, I must be off. I'm

driving Monique to the airport. Thanks a lot, Duncan. Everything was great.

D Bye, James, and don't forget to think about that second book, not just your social life! Bye, James. (shouts) Bye, Monique.

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Effective Meetings

4.4

(I = Inge, Ka = Katharina, Ke = Kenneth, N = Nadia, J = Julia) I Right, can we start, please? The main aim of the meeting is to

decide the date of the launch. After that, we'll talk about our marketing strategy and decide which sales outlets we should target. OK, when are we going to launch the goggles? Katharina, what do you think? Should it be early next year or should we wait until the summer?

Ka I'm in favour of February or March. There's a gap in the market for our products. Why wait any longer? The goggles are technically advanced – let's just cash in on that.

I Thanks, Katharina. OK, let's hear a few more views. Kenneth, what's your opinion?

Ke Mmm, I don't know about February. It's a bit early in the year. I suggest we launch in May or June. People go on holiday then. It's a peak period for buying goggles.

I Thanks, Kenneth. Nadia, what's your view? You're a keen swimmer, I know.

N In my opinion, February's the best time. We could promote them in swimming pools and opticians. The price should be high. I'd say, at least £50.

Ka Hold on a minute. I thought we were talking about the launch date, not about promotion or price.

I You're right, Katharina. Let's get back to the point. OK everyone, I think on balance we agree we prefer the earlier date. Let's move on now to marketing. Julia, which outlets do you think we should target?

J I think we should start with the specialist stores. That's where most swimmers buy their goggles.

I What do you mean by specialist stores, Julia? Are you thinking of sports goods outlets, you know, stores which only sell sports equipment?

J Exactly. They should be our main target.

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Designing Web Pages

2.4

(M = Michelle, D = Designer) M Let's talk about the time for setting up the website. We want

it in a month's time. That's the end of July. D It's a bit early. I was hoping to have two months to do the job.

If I finish in one month, will you agree to reduce the number of pages?

M Yes, that's no problem. Just do the best you can. Our priority is to have the website up and running as soon as possible.

D OK then, agreed.

2.5

(M = Michelle, D = Designer) M Now about payment. You want to charge us 50 dollars an hour.

That works out at 400 dollars a day, I believe. D Yes, that's the normal fee for the job. M Well, we'd prefer to pay you a fixed amount for the work. We

can offer you $6,000. D I see. Do you mind if I ask you why you want to pay that way? M Well, you see, that way we can control the cost of the project.

If we pay you per hour, the cost could become high. It could get out of control. This way, we know where we stand.

D I see. $6,000. Mmm, that could be all right, I suppose, as long as I get some money in advance. How about paying me half when I start the work and half at the end?

M Yes, I think we could arrange that. OK. I agree to that.

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2.6

(M = Michelle, D = Designer) D Now, the design of the website. Will we have book covers on

it? M Absolutely. I'd like to display a large number of book covers on

every page. They'd really attract people's attention. What do you think?

D It's a bit too much, I'd say. A lot of pictures take too long to download. I'd prefer one big image. How about that?

M Mmm, I don't know. People like to see the book covers. It draws them into the website, believe me.

D Maybe you're right. How about two covers per page, then? M OK, that sounds reasonable. Now, what else do we need to

discuss before you get started?

Talking about Products

12.2

This is our new product — a CD tower system. As you can see, it's attractive and stylish. The tower is made of wood and it holds twenty CDs. Let me tell you its dimensions. It's 33 centimetres high, 18 centimetres long and 20 centimetres wide. it comes in three colours: black, brown and white. And its selling price is just under £25 — a very competitive price.

It's ideal for storing CDs and CD-Roms. It has several special features which should appeal to our customers. Firstly it has a soft-touch mechanism. This means you just touch a button and the CD comes out smoothly and quietly. Another advantage is that it's easy to select the CD you want because the title is clearly displayed. A very useful feature too is that it's simple to use. You can open the CD case without taking it off its tray.

The tower is well-designed. It's robust, elegant and user-friendly. It's very flexible — I forgot to mention that —because the towers are modular, so you can put one on top of the other. That's a big advantage for people who have lots of

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CDs. And one other thing, you can save £15 if you buy two units instead of one.

I think the CD tower will be one of our best-selling products. It really does meet the needs of music lovers. It's so practical, it's a high-quality product, and great value for money.

Are there any questions you'd like to ask? E-Commerce

2.1

(I = Interviewer, SM = Simon Murdoch) I You set up the online book-selling company which became

Amazon.co.uk. What do you need to do to create a successful online business?

SM Well, there's really, erm, two big questions here, and it relates to sales and to profits. So, if I deal with the sales first, to be a successful online business you really need to, er, achieve lots of sales and for that there's many things you need to get right. It's all driven by doing a fantastic job for customers so that they tell each other and keep coming back. Er, and that's driven first, you must have a good website, and the website needs to be easy and quick to use. Er, it needs to provide lots of information about the items that you're buying. And, er, the prices on there need to be, low prices, good prices. And then, once somebody's ordered something from your website, er, you need to provide a fast delivery service which is reliable. And then, if anything should go wrong, er, it's important that you have an excellent customer service team dealing with enquiries on the phone or by e-mail. So that tends to drive the sales side of the equation.

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2.2

(SM = Simon Murdoch) SM The other key thing for being a successful online retailer is

that, in the long term, you must make profits. There have been a number of high profile companies that have built a great service but then never made profits and eventually run out of cash. A good example of that is c-toys, which had a great service for selling toys online in America and in Europe, and eventually they ran out of money and had to go into liquidation, erm, and really as long as you get those two sides right you can build a successful online business.

2.3

(I = Interviewer, SM = Simon Murdoch) I And, what would you say are the key differences between

online selling and high street retailing? SM Erm, lots of people have pointed out the parallels between the

two, but I suppose the key difference is when you're selling online, it's much more like a mail order company rather than a retailer. Er, you have to have warehouses with all the goods, and then you have to send those out in the post or by delivery, erm, couriers and the difference when you're a retailer on the high street is that it's much more about having the right location and when people come into your shop, presenting the items in an attractive way that gets them to buy.

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Transcript of F ICT F ICT F 1 ( 2552 ) F F F 80 5 2550 F ( 6) F F F 10210 F(02 ...