МІНІСТЕРСТВО ОСВІТИ І НАУКИ УКРАЇНИ

НАЦІОНАЛЬНИЙ УНІВЕРСИТЕТ ХАРЧОВИХ ТЕХНОЛОГІЙ

ЗАТВЕРДЖУЮРектор _________ _______________

(Підпис) (Прізвище, ініціали)

«___» _______________2010 р.

ДІЛОВА ІНОЗЕМНА МОВА

(АНГЛІЙСЬКА МОВА)

МЕТОДИЧНІ ВКАЗІВКИдо практичних занять та самостійної роботи

для магістрів галузей знань0305 Економіка та підприємництво,0306 Менеджмент і адміністрування

та напрямів підготовки 6.050101 Комп’ютерні науки та6.050202 Автоматизація та комп’ютерно-інтегровані технології

денної та заочної форм навчання

Реєстраційний номер Схваленоелектронних методичних на засіданні кафедривказівок у НМУ ______________ іноземних мов

Протокол № 11від 30 березня 2010 р.

Київ НУХТ 2010

2

Ділова іноземна мова (Англійська мова): Метод. вказівки до практичних занятьдля магістрів галузей знань 0305 Економіка та підприємництво, 0306Менеджмент і адміністрування та напрямів підготовки 6.050101 Комп’ютернінауки та 6.050202 Автоматизація та комп’ютерно-інтегровані технології ден. тазаоч. форм навч. / Уклад.: Л.Ю. Шапран, Л.І. Куниця, Г.А. Чередніченко – К:НУХТ, 2010. – 187 с.

Рецензент А.Л. Верба, ст. викладач

Укладачі: Л.Ю. Шапран, доцЛ.І. Куниця, доцГ.А. Чередніченко, кандидат пед. наук

Відповідальний за випуск Л.Ю. Шапран, завідувач кафедри, доц.

3

ВСТУПДані методичні вказівки розраховані на студентів, які вивчають

англійську мову з метою використання її в професійній діяльності, впрактичній роботі за кордоном або в межах країни, для роботи з іноземнимиклієнтами.

Мета даних методичних вказівок — ознайомити студентів зособливостями писемної та усної бізнес-комунікації (ділове листування,влаштування на роботу, підготовка резюме, супроводжувального листа),викласти і закріпити основну термінологію, необхідну для оформленняосновної ділової документації, допомогти їм в розвитку навичок спілкуванняв реальних ситуаціях бізнес-комунікації, розширити їх словниковий запас.

Тематика, лексичний мінімум, система практичних вправ спрямовані надосягнення головної мети.

У даних методичних вказівках подана термінологія та вирази,ситуативно обумовлені фрази і рекомендації, необхідні для підготовкидокументів для працевлаштування у закордонну фірму чи міжнароднуорганізацію, складання ділових листів і повідомлень, що відповідаютьсучасним реаліям бізнес-комунікації, характерним для Великобританії іСША.

Методичні вказівки складаються з наступних розділів, які охоплюютьосновні види писемної та усної бізнес-комунікації англійською мовою:

Розділ 1 Пошуки роботиРозділ 2 Основні ділові документиРозділ 3 Бізнес-планРозділ 4 КонтрактКожен з розділів містить теоретичний, лексичний матеріал і практичні

завдання, що необхідні для подальшого розвитку опанованих мовнихнавичок. Система завдань побудована на цільовій лексиці даних розділів іспрямована на ефективне засвоєння викладеного матеріалу.

Методичні вказівки сприятимуть формуванню у студентів загальних тапрофесійно-орієнтованих комунікативних мовленнєвих компетенцій та єдодатковим спонукальним мотивом до удосконалення навичок усного таписемного мовлення в професійній сфері.

4

MODULE 1 Job Search ProcessUnit 1 Steps of Job Search Process

Vocabulary

Applying for a Job Влаштування на роботуjob search пошук роботиwant ad оголошення про найм на роботуto answer а want ad подзвонити по оголошеннюfirm, company компаніяemployment працевлаштуванняemployment office агентство по працевлаштуваннюvacancy, job opening вакансіяto apply for а position подати заяву про прийом на роботуjob applicant кандидат на посадуjob title найменування(назва) посадиpost, position посадаadministrative job дміністративна посадаhigh level job висока посадаtop position провідна посадаclerical position канцелярська посадаmanagerial job управлінська посадаto resign відмовитися від посадиto fill а position вступити на посаду(job) application form анкета при вступі на роботуto fill out/to complete а job application заповнювати анкетуoccupation заняттяdiploma дипломсopy of а higher school diploma копія диплома вищого учбового закладуjob interview співбесіда з приводу працевлаштуванняqualification background кваліфікація

5

to research займатися дослідницькою діяльністюseniority, length of service стаж роботиduties обов'язкиjob duties description службові обов'язкиmanufacturing experience виробничий досвідprofessional experience професійний досвідemployer працедавецьemployee робітникboss начальникprobationary period випробувальний термінcontract договірpersonnel department/office відділ кадрівletter of invitation лист-запрошенняletter of introduction рекомендаційний листcover letter супровідний листto take а test пройти тестуванняtest scores результати тестуванняworking conditions умови роботиbenefits пільги

Earnings Заробіткиwage заробітна плата (робітника), яку виплачують

щоденно або щотижневоsalary заробітна плата (службовця), яку виплачують

щомісячноfee гонорар, плата за послугу (одноразова оплата)to be paid by the job отримувати оплату за частину роботи

(відрядно)to be paid by the hour/salary

based on hourly rate погодинна оплатаpaid sick leave оплачувана відпустка по хворобіfee for services плата за послугиpay statement платіжна квитанціяpay check платіжний чекpaid holidays оплачувані святкові дніpaid vocation оплачувана відпусткаraise підвищення зарплатиbonus преміяprofit прибутокcash award //bonus, premium грошова преміяprofit sharing участь у прибуткахovertime pay плата за понадурочну (понаднормову) працюgross pay загальна сума зарплатиpay платіж; заробітна плата

6

deduction вирахуванняminimum wage/salary мінімальна зарплатаregular pay основна зарплатаnet salary//take home pay чиста зарплата (за вирахуванням податків).

Work, Job Роботаextracurricular activities позааудиторна роботаshort-term job тимчасова роботаpart-time job робота з частковою зайнятістюjob in one's special field робота за фахомovertime job / to work overtime понаднормова роботаwell-paid job гарно оплачувана роботаfull-time job штатна роботаto hire //to employ наймати (брати) на роботуwork permit дозвіл на роботуability to do а job здатність виконати роботуto job smb. into а post влаштувати кого-небудь на роботуshift зміна (робоча)to go on the night shift працювати в нічну змінуwork hours робочий час, робочі годиниoffice hours години роботи (в установі, офісі)long hours подовжений робочий деньovertime понадурочна працяdole / relief допомога з безробіття (у Великобританії

/США)to be on the dole /relief отримувати допомогу з безробіттяto go on the dole отримувати щотижневу допомогу (стати

безробітним)local tax місцевий податокincome tax прибутковий податокsocial security tax податок у фонд соціального забезпеченняincome tax return податкова декларація.

Discharge Звільнення з роботиlayoff скороченняto lay off //to fire звільнятиto be laid off // to be fired бути звільненимto sack звільнятиto retire (on pension) вийти на пенсію (піти у відставку)retirement plan порядок виходу на пенсіюto resign відмовлятися від посади, піти у відставку

Communicating at Work Спілкування на роботіcolleague //co-worker співробітник, колегаspecialist фахівець

7

membership членствоstanding репутаціяstatus статусpromotion підвищення по службіcompensatory time відгулwork experience досвід роботиskill кваліфікація, майстерністьperformance review оцінка результатів праці, атестаціяbreak for lunch/dinner перерва на обідsick leave відпустка по хворобіto share an idea поділитися ідеєюemployees' lounge кімната відпочинку робітниківtiring day стомливий, виснажливий деньto be an idler бути неробою, ледаремto be out of practice не мати практикиto work by fits and starts працювати уривкамиto have а big staff мати великий штатto be а job jumper бути "літуном "(часто міняти роботу)to be not equal to the task не справлятися з роботоюto shirk work ухилятися від роботиto have pressing business мати невідкладну справуto face а busy day мати багато подійto be up to the elbows (ears, collar) in work бути поглиненим роботою

1. The recruitment processPut the following stages of the recruitment process in the logical order.

The recruitment process

1. The company offered the job.2. The company interviewed.3. But he/she left the company after two years.4. The company invited people for interview.5. He/She joined the company.6. The company advertised.7. He/She was promoted to head of department.8. The applicant completed the form.9. The person accepted the job.10. The company drew a shortlist of good interviewees and rejected unsuitable applicants.11. There was a second interview.12. The company sent an application form.13. A person applied for a job.

Discuss each step with your group.Learn the highlighted words by heart.

8

2 Job Search ProcessA. Answer the following questions.

1. What is the job search process?2. How much time will the job search take?3. What do you need to know before you start?4. What are the steps of the job search process?5. What are transferrable skill?6. What job search techniques work?7. Should you keep a record of your search?

B Now read the following information and check your answers.

What is the Job Search Process?Your job search process begins the moment you start thinking about your future joband continues until you have accepted a job offer. Over your lifespan you are likelyto find yourself going through the process several times (on the average, you canexpect to have between three and five career changes during your lifetime).

How Much Time Will the Job Search Take?In general, job finding success is directly proportional to the amount of time you arewilling to spend in your search and the number of strategies you use to identifypotential openings. Sources suggest that you:

1. Be prepared for a long job hunt – 8-23 weeks.2. Spend at least 20 hours per week on your job hunt.3. Have an alternative plan.

Your persistence will eventually pay off. Make sure you have a support system offamily or friends to help you when you are feeling discouraged.

What Do You Need to Know Before You Start?There is no magic way to find a job. It is hard work, takes time and at times may beboring and frustrating. It will take all your skills in planning and follow through butwhen done faithfully also pays the ultimate reward: A satisfying job for you! Somerejection will be a normal part of job-hunting and a new experience for you. Ratherthan letting rejections discourage you, let each one teach you a new way to improveyour skills for your next opportunity.

What Are the Steps of the Job Search Process?A list of job search steps follows. The order may vary depending on your specificneeds and goals.

Step 1. Self AssessmentThe job search process begins with an identification of your values, interests, skills,accomplishments, experience, and goals. How can you seek a position if you don'tknow what you want from a job and what you have to offer prospective employers?Self-assessment, though a time-consuming process, provides invaluable information

9

to facilitate career decisions and to prepare you to market your backgroundeffectively.

1) ValuesAn awareness of what you value (qualities that are important and desirable) in a careerwill aid you in exploring career goals and attaining greater satisfaction in your work.Review the following list of values and check those most important to you. Then rankyour top five values in order of priority.

· Job security· Working as part of a team· Working independently with little

supervision· Making a contribution· Professional status· Mental challenge

· Pleasant surroundings· Challenging, stimulating co-workers· Different tasks to accomplish daily· Financial rewards· Creating something· Ability to advance

2) InterestsInterests (areas that arouse your attention or enthusiasm) are closely related to valuesand frequently trigger skill development. You can identify interests by looking atenduring themes in your life-activities that persist over time, consistent choices,recurring dreams, or the way you spend your time.

3) SkillsA skill refers to something you do well, including handling problems or tasks. Thekey to your successful job search is recognizing these skills and communicating theirusefulness verbally and in writing to a prospective employer. Use accomplishmentstatements to do so. They should:

· Describe your skills in concise, unambiguous terms.· Refer to actual experiences to demonstrate your skill level.· Connect your skills concisely to the needs of a prospective employer.

Some of the most marketable skills are those which are useful in a wide variety ofwork environments. These are known as transferable skills. For example, the abilityto write effectively, communicate verbally, and use word processing or databasesoftware are valued skills in the private as well as public sectors.

Types of transferable skills These can include technical skills such as driving,languages or IT, or they can be limited to softer interpersonal skills. The followinglist is not exhaustive, but it gives guidance about the type of skills employers areseeking that you might have:

a) IT literacy– there are fewer and fewer jobs that can be done without some ITskills. Make a list of all the packages and software programs you have used. Considerdesktop publishing, Internet research skills, CAD, statistical analysis programs, field-related databases, systems operations, programming, and technical support skills.You might be surprised by how much you know.

10

What computer skills to put on a resume? To start with, one must be very well-trained in MS Office. Other computer skills to put on a resume vary with yourqualifications and the job profile. For a database management job, you need to haverelevant experience or knowledge of softwares like MS Access, etc. For a design job,you need to be acquainted with Adobe Photoshop. Hence the computer skills to puton a resume vary with the nature of job that you are applying to.Below is a list of computer hardware and software to help you think of your owncomputer-related skills. If your computer knowledge is extensive, you might list it insections as illustrated:

COMPUTER SKILLS

Operating Systems:

Windows XP, Windows NT, Windows ME, Windows 2000, Mac 0SX, Mac OS 8.6,Mac 0S9, Solaris, UNIX, AIX, Linux, Sun OS, OS/2, FreeBSD, DOS, Novell 2.15,Novell 3.5, Novell 4.0, Novell 4.1, Novell 5.0, Novell 5.5, Exchange 5.5Software / Applications:Microsoft Office XP, Microsoft Office 2000, Microsoft Office 1997, MS Word, MSAccess, MS Excel, MS FrontPage, MS Project, MS Visio, MS SiteServer, InternetExplorer, Outlook, Outlook Express, PowerPoint, Adobe Photoshop, AdobeIllustrator, Corel Draw Pro, Corel Coffee Cup, Quark Xpress, Homesite, ColdFusion,Studio, DreamWeaver, Inspiration, Claris, FileMaker Pro, SQL Server, MySQL, SQL6.5 & 7.0, EZ-SQL, Enterprise Manager, IIS, LinkBot, Astra Site Manager,NetObjects Fusion, BroadVision, Vignette, Pandesic, WebSphere, Eshare,LivePerson, Borland Sidekick (PIM), Coldfusion Server, Interwoven, Open Market,Crystal Reports, Enterprise Manager, Query Analyzer, MAS 90, MAS 200, Baan,Business Works, Symbiator, Peachtree, Lotus 1-2-3, Bluebird, Pro-System Fx,Creative Solutions, Lacerte, Scheduler, Publisher, Turbo Tax, Quicken, QuickBooks,QuickBooksPro, World Ship, Suretrak Project Planner, AutoCAD, Oracle

Languages and Scripts:C, C++, Visual Basic, Visual C++, PL/SQL, Java, JavaScript, HTML, DHTML,HTTP/1, HTTP/1.1, Pop Server, TCP/IP, SQL, Oracle PL/SQL, PERL, J2EE,ODBC/JDBC, Python, PHP, mySQL, PostScript, EJB, XML, KSH, ANT, AWK,SED, Cascading Style Sheets (CSS), Coldfusion, Active Server Pages (ASP)

Hardware:Macintosh, Sun Servers, Compaq, Intel Servers, IBM PC-XT, AT, PS-2, PC clones,Dell, Gateway, 3Com Superstack 3 Switch 2200 with Gigabit Module, 3ComSuperstack 3 Remote Access System 1500 Base Unit, Addtron Hubs, Intel NetworkAdapters, Intel Express 9100 Router, Adtran DSU / CSU (TI ESF CSU ACE),TCP/IP, IPX, Routers, Switches / Hubs, Raid / Mirror, TI / DSL / ISDN / FrameRelay, HP Printers (4000, 4050, 4500, 5si, 8000, P1000, 750c plotter, 1120 and 1000,IBM PC-XT, AT, PS-2; PC clones: Acer, Dell, Gateway, HP9000, IBM36/38/AAS400

11

If you want to state the level of your proficiency in computer knowledge, youmay write: Advanced user of Microsoft Word, Excel, PowerPoint, Internet, OutlookOR Extensive knowledge of Microsoft PowerPoint, FrontPage, Google Docs ORworking knowledge of Corel Draw Pro.

b) Organization, Management & Leadership – being able to motivate and coachothers is crucial for anyone with management ambitions. But employers also look forthese skills in the wider workforce. Over a period of time, the same employees can bepromoted into managerial positions rather than having to go through an expensiverecruiting drive all over again. Hence one of the most relevant skills to put on aresume is leadership skills. You should also include some instances where you havedisplayed your leadership skills to back up your claim.

o Set goals and determine courses ofaction

o Co-ordinate taskso Prioritise taskso Handle detailso Manage groupso Delegate responsibility and review

performanceo Teach otherso Coach otherso Counsel

o Promote changeo Influence otherso Manage conflicto Supervise otherso Motivate/inspire others to

achieve common goalso Initiate new ideaso Create innovative solutions to

complex problemso Run meetingso Take risks

c) Research skills– the ability to gather accurate information and compare andcontrast your sources is invaluable in most jobs. You should be able to demonstratethis if you have recently completed a period of study.

o Identify appropriate informationsources

o Gather informationo Extract important informationo Utilize electronic search methodso Compile numerical and statistical datao Classify and sort information into

categorieso Identify resources

o Set goalso Define needso Prioritiseo Analyseo Create ideaso Express ideaso Identify problemso Solve problemso Develop evaluation strategies

d) Foreign languages– the expansion of the European Union and the globalisation oftrade are putting a premium on language skills. But your prospective employer mightwant Polish or Chinese, not French and German. Never list your language levelhigher than you actually are. You never know who will be interviewing you – theyjust might start speaking to you in that language and if you can’t respond you’ve lostthe job. include basic or working knowledge, reading/speaking/writing only (as

12

apply), "proficient in," "fluent in," bilingual, and native speaker. For example, fluentin Russian; working knowledge of English OR native Ukrainian;(adequate/competent/proficient) in (written / spoken) English and French ORUkrainian – native, Russian - Proficient, English – basic.

e) Presentation skills– these could relate to verbal or written presentations, or both.You might have formal experience pitching to clients or, perhaps, you regularlypresent your ideas on a work issue to colleagues.

o Listen attentivelyo Speak effectivelyo Write conciselyo Express ideaso Facilitate group discussiono Negotiate

o Provide effective feedbacko Persuade otherso Report informationo Describe feelingso Interviewo Edit

f) Organisational skills – these concern self-discipline and the ability to meetdeadlines. Think of the times you have had to balance several activities at once. Itcould have been at work, home or a mix of the two.

o Be highly organisedo Can work confidently under pressureo Be able to work unsupervisedo Manage timeo Meet goalso Diligent with detailo Accept responsibility

o Set and meet deadlineso Be capable of recognising and

meeting new challengeso Be punctualo Be accurateo Be flexibleo Be a fast learner

g) Ability to Self-Manage and be Self-Motivated – A self-motivated employee oran employee having internal volition, reduces the work of the management tomotivate him. A self-motivated employee also creates a positive attitude in peoplearound him, and hence helps motivate others too.

o Be able to work unsupervisedo Be able to strive and achieve goalso Use initiativeo Make decisionso Implement decisions

h) Problem-solving – employers want people who can think issues through logically,determine what the issues are and come up with possible solutions. All employerslike people who are logically sound, and can take care of their own problems. Ananalytically inclined employee reduces the work of others and hence improves theoverall organizational efficiency.

o Identify problemso Solve problems

13

i) Team Orientation – these days people are realizing the importance of teams in aworkplace. Working in teams makes it simpler to organize the company and helpsimprove the efficiency of those working together, due to the synergy effect.

o Be able and willing to work with a professional teamo Be team playero Co-operate with others

j) Work Ethic – A prerequisite for a good employee is to have a professional workethic. This is a very basic requirement, but mentioning this gives the employers someconfidence regarding the professionalism of the employee.

o Be reliableo Be responsibleo Be honest

o Be toleranto Be tactful

k) Driving– don't assume that everyone drives, or underestimate how useful this canbe to an employer.

The competencies or transferable skills that are particularly popular with graduaterecruiters include:

· communication – ability to communicate orally, in writing, or via electronicmeans, in a manner appropriate to the audience;

· teamwork – being a constructive team member, contributing practically to thesuccess of the team;

· leadership – being able to motivate and encourage others, whilst taking the lead;· initiative – ability to see opportunities and to set and achieve goals;· problem solving – thinking things through in a logical way in order to determine

key issues, often also including creative thinking;· flexibility/adaptability – ability to handle change and adapt to new situations;· self-awareness – knowing your strengths and skills and having the confidence to

put these across;· commitment/motivation – having energy and enthusiasm in pursuing projects;· interpersonal skills – ability to relate well to others and to establish good

working relationships;· numeracy – competence and understanding of numerical data, statistics and

graphs.

Additionally, private sector employers like to see that applicants have somecommercial awareness – an insight into how firms operate, what is happening in thebusiness world and the impact this could have on their organisation.

14

Task 1. Identifying your transferable skills.

Draw the given table in your notebooks and fill it in as in the examples given below.My transferrable skills and how I can use them

Example of a transferrableskill

How I use this skill What I can do for theemployer

“I can work confidentlyunder pressure.”

“I always hand myassignments in on time,even though I have a part-time job.”

“If I can work underpressure and still makedeadlines, I will be able totake on new challengeswith confidence.”

“I like to achieve my goals.” “I have been a member ofmy university's basketballteam for two years. We wonthe National Student’sChampionship both years.”

“I always set and achievegoals, so I am sure I willrise to the challenge ofsettling into my new rolequickly and successfullymeet any demands ofme.”

“I am able to motivateothers.”

“I had overall responsibilityfor this year's Faculty Day,making sure that everythingwent smoothly.”

“If I can pull off the FacultyDay, I know I cancontribute to your team.”

Step 2 Employment ObjectiveHaving a clear idea of who you are, what you can do, what you want to do, and inwhat environment you want to do it, will enable you to better develop a concretecareer objective – one that accurately reflects what you are seeking. A typical self-serving objective can be formulated as follows: Career objective: To obtain ameaningful and challenging position that enables me to learn the accounting field andallows for advancement. If you answer a job advertisement, then in your Résumé youshould write the name of the position you’re applying for.

Step 3. Résumé (CV) and Cover LetterThese are the two most basic marketing tools for your job search. Developing aneffective Résumé (CV) and a good targeted Cover Letter is essential.

Step 4. Research and Explore Career OptionsThe next step in the job search process is to explore the "matches" between youridentified skills, interests, and values and the demands of career fields and organizations.

Step 5. Choose a Career Field, then Target EmployersAfter thoroughly researching possible careers/jobs, several field options will emergeas most realistic and attractive. These options should become your career or jobsearch goals. It is probable that no single career will have the potential to utilize all

15

your skills, allow you to develop all your interests, and incorporate a value systemcompletely compatible with yours. Therefore, try to target a career field that willsatisfy some of your high-priority needs. Other needs of less importance can perhapsbe satisfied in your leisure time activities.

Step 6. Plan and Conduct Job Search Campaign1) Pursue Advertised VacanciesThe most commonly used job search technique is to respond to advertised vacancies,both in print and electronically.Sources of vacancies include:

· Newsletters from trade or professional associations.· Newspaper classified ads (most major cities are on-line).· Employment services and agencies run by government and for-profit

businesses.To increase the odds of your success in responding to advertised vacancies, bytelephone or letter, keep these tips in mind:

· Do not waste time responding to long shots.· Use your Cover Letter to answer every requirement in the advertisement.· Personalize your response as much as possible. Direct your materials to specific

individuals, not "To Whom It May Concern," or "Dear Sir/Madam," unless theadvertisements are blind newspaper ads (name of organization withheld). A quickphone call can provide appropriate names. In a blind ad, address your letter to aspecific position title, (e.g., Dear "Marketing Manager").

· Try to contact or write to the manager who will make the final hiring decisionas well as the personnel representative named in the advertisements.

2) Develop a Contact Network Experience has shown that informal networking is a very rich source of job leadsand information about unpublished job opportunities. Successful networking requiresthat you have as many contacts as possible hear your story, so they realize you are inthe job market.Your network can consist of

· family members· relatives· friends· fellow-students· professors/teachers· former employers· members of professional associations· Human Resource directors, public relations officials or public information specialists

Once you have targeted a career or specific position, you should acquaint yourselfwith professionals in that field or organization. These professionals offer you aninsider's view and can constitute your contact network, which can open doors thatmight otherwise remain closed.

16

3) Contact Employers Directly· Send a letter of application and your Résumé to the Human Resources

department or specific managers. This direct contact method is most successfulfor candidates in high-demand fields (e.g., engineering and computer science).The success of this method is greatly increased when letters are followed up byphone calls, which may result in an invitation to visit the employer.

· Contact managers in organizations by phone or letter to request an appointmentto discuss the information you have obtained by reading annual reports, tradeliterature, etc. For example: "I understand XYZ is planning to expand itsforeign market. I am completing an international business degree and am veryinterested in this expansion. It seems a very progressive move. May I have 20minutes of your time to discuss it?" Indicate your desire to meet with themeven if they have no positions currently available in their department.

· During your appointments with department managers, emphasize yourknowledge and interest in their organizations.

· Always follow up all interviews with thank-you letters, phone calls, and, whenappropriate, Résumés that have been revised based on information andsuggestions provided by managers.

· Even if managers have no positions available, once they have had a personalinteraction with you, they may think of you the next time they have, or hear of,an appropriate opening. It is critical to stay in touch with these managers, atleast on a bi-monthly basis.

· Many job seekers have used informational interviewing to create new positionsby identifying organizational needs (through the interview, research, etc.) andproposing these needs be filled with their own skills.

Tips for contacting employersA. By PhoneWhen calling to schedule an appointment, three points should be covered:

1. Offer a personal introduction.2. Identify your purpose for seeking an appointment.3. Arrange a mutually convenient time.

REMEMBER· Write an outline or script of what you are going to say on the phone. This will

decrease your anxiety and ensure that you will obtain all the necessaryinformation. Additionally, you will be perceived as organized and professional.

· If you are having problems getting " past the secretary," call before 9:00 a.m.or after 6:00 p.m. Chances are, the individual you are trying to reach may beanswering his/her own telephone.

· If you are calling as the result of a referral, state that person's name early inthe conversation.

· Indicate you need only 20 to 30 minutes of the person's time. (Make sure youadhere to this timetable.)

· Express the need for a personal interview as opposed to a telephone conversation.

17

B. By LetterAs with phoning for an interview, a letter requesting an appointment should include:

1. Personal introduction.2. Purpose for seeking appointment.

REMEMBER· Type all letters in business format and double check for good grammar and

spelling.· Always indicate in the concluding paragraph that you will be calling on a

specific date (usually one week after you mail the letter) to arrange for aconvenient appointment time. (Make sure you adhere to this timetable.)

· Maintain an organized file of all letters.

Step 7. InterviewGetting the interview is the goal of your tools – the Résumé and Cover Letter, and theoutcome of a successful plan of action. It is easy, however, to be so intent on gettinginterviews that you neglect to prepare for them. Have you researched theorganization? Are you prepared to communicate what you can contribute? Have youstudied the kinds of questions often asked?

Step 8. Job Offer"You've got the job!" are the four words jobhunters most want to hear. But what then? Areyou prepared to evaluate the offer to see if itmatches your interests and more importantlyyour prioritized work values? Could you turndown a job offer you felt was wrong for you?How will you make your decision? Have youdetermined what your basic monthly expensesare so you can see if the offered salary willcover them and allow you to begin at least amodest savings plan?

Factors to Consider in Evaluating a Job OfferMany career professionals suggest that after the interview you review what youlearned about the position and the company.

The Position· Why is it available?· How long has it been open?· What happened to the previous employee?· What would your specific responsibilities be?· Are the goals set for the position realistic and attainable?· Can you successfully perform the responsibilities of the position?· What is your growth potential in this position?

18

· Can this position provide bridges to future opportunities?

The Company· Is the company growing or downsizing?· Is the company a result of an acquisition or a planned expansion?· Has this growth affected its profitability? How will it affect you and your position?· What is the growth potential of the company's products and/or markets?· What is the company's market share?· Who are its competitors?· What is the tenure of its management?· Does the management team consist of new hires or people promoted from within?· Does the company have a high retention rate of employees, or do they have a

problem with attrition?

Your Potential Supervisor· How long has he/she been in this position?· To whom does he/she report?· What is his/her growth potential?· Do you think you can work well with this person?

The Career Centre suggests you also evaluate the following:· How does the position fit into your long- and short-term career goals?· Do the daily work activities appeal to you?· Are your salary and benefit requirements satisfied?· Is there opportunity for advancement?· Will you be developing new skills and expanding your experience?· Are the demands of the job compatible with your lifestyle?· Can you manage the stress associated with changing jobs/relocating?· Are the values of the organization compatible with your own?· Is this employment opportunity a mutually beneficial relationship?

What Job Search Techniques Work?Your plan of action will include a variety of job search techniques. You should findthose you believe will best help you get the job you want.

1) Networking – Let people know you are looking! Talk to family, faculty, andfriends. Remember - everyone is a potential contact.

2) Cold Calls – This is the old ‘knocking on doors’ technique where you callcompanies or go in person to personnel offices to inquire about possibleopenings. Using this technique, however, requires careful preparation as youwill leave an impression with every person you meet in the process. You needto be prepared to interview on the spot.

3) Field Specific Listings – These are job announcements found in professional jour-nals and newsletters. They are more career specific than those found in daily news-papers. An increasing number of field specific listings can be found in the Internet.

19

4) Mass Mailing – Sending out a large number of Cover Letter s and Résumé s isa common but passive strategy. It is important that you know the odds – forevery 80 letters you mail out you can expect 2 – 4 positive replies. You need toconsider how much time and money you want to spend for this kind of return.

5) Want Ads – This is probably still the most widely used job search technique.Like mass mailing, want ads don’t always yield a high positive return althoughsome fields use them more regularly than others. A better use of newspapers isoften for the information you can gain about an area through its news.Subscribing to a paper in a city or state where you hope to work in can be auseful strategy if you plan to relocate.

6) Career Fairs – Come and meet employers to network and position yourself fora later application.

7) Experiential Learning – These include opportunities such as internships,volunteer work and even student employment in your field of interest. More andmore employers are looking for people who already have experience or relatedexperience in their field and some have begun to hire only from their intern pool.

8) Luck and Chance – Don't underestimate the power of fortuitous circumstances!Lucky people, however, are frequently those who know how to maximize theirgood fortune by actively researching their field of interest to learn ways theymight position themselves to be in the right place at the right time.

Should You Keep A Record of Your Search?Absolutely! Develop a file system, keep a notebook! Keep track of the names, addresses,and phone numbers of your prospects. Record the dates of every contact you make. Thiswill help you stay organized and create a history your search that may later provehelpful.

SUMMARYYour ultimate goal is your new job. Following are the basic steps in the job searchprocess:

· Establish your career objectiveo Self-assessment

§ Personality§ Aptitude / Interests§ Values§ Identify personal skills and abilities

o Career exploration§ Researching career types§ Researching industries§ Researching geographic locations§ Understanding the career requirements

o Career preparation§ Academic – major, classes, projects

20

§ Extracurricular – activities, clubs, leadership, sports§ Experience – work, internships, volunteering

· Prepare job search toolso Résuméo Cover Lettero References, letters of recommendation

· Find hiring companies§ Building and activating a career network§ Utilizing employer research materials§ Job fairs /Want ads, etc

· Secure the interviewo Make contacto Request and confirm interview

· Interviewo Prepare for the interviewo Phone interviewing / Company-site interviewing

· Offero Post-interview follow-up (thank-you letters, phone calls, etc)o Job offer negotiationo Accept and begin new job!

21

Language DevelopmentExercise 1. Reading for meaning

What are employers looking for?Most employers say that they wish to employ the right person for the right job.

A recent report by Britain's independent Institute of Manpower Studies, however,disagrees with this. The report states that most employers wish to avoid employingthe wrong person. Rather than looking for the right person, they are looking forapplicants to turn down.

The report also suggests that in Britain and in many other parts of the world,the selection methods used to identify the right person for the job certainly do notmatch up to those used to evaluate a piece of new equipment. Recruiters used threemain selection methods: interviewing, checking curriculum vitae or application formsagainst predecided criteria, and examining references. Most of the recruitersconsulted in this survey stated that these selection methods were used more for"weeding out" unsuitable candidates rather than for finding suitable ones.

Interviews were considered to be more reliable than either curriculum checksor references from past employers. Research, however, proves otherwise.Interviewers' decisions are often strongly influenced by their previous assessment ofthe written application. Also, different recruiters interpret facts differently. One mayconsider candidates who have frequently changed jobs as people with broad anduseful experience. Another will view such candidates as unreliable and unlikely tostay for long in the new job.

Some employers place great importance on academic qualifications whereasthe link between this and success in management is not necessarily strong. Somerecruiters use handwriting as a criterion. The report states that there is little evidenceto support the validity of the latter for assessing working ability. References, also, aresometime unreliable as they are rarely critical, whereas checks on credit and securityrecords and applicants' political leanings are often the opposite.

The report is more favourable towards trainability tests and those which testpersonality and personal and mental skills. The report concludes by suggesting thatinterviewing could become more reliable if the questions were more structured andfocused on the needs of the employing organisation.

When you read an article, you can often guess the words you do not know from the con-text. Find words or expressions in the above article which have the following meanings:1. reject (§1)2. assess, estimate (§2)3. a meeting between an employer, board of directors, etc and a candidate to

ascertain by questioning and discussion the latter's suitability for a post (§2)4. predefined (§2)5. a written account of a person's education and work experience (§2)6. standards or principles upon which judgements are based (§2)7. eliminating people or things or unacceptable quality (§2)8. recommendation (§3)

22

9. place a particular meaning on something (§3)10. practical acquaintance with any matter gained by trial (§3)11. proof (§4)12. slight tendency to favour one thing rather than the other (§4)13. ability to prepare oneself for specific purpose (by instruction, practice, etc) (§5)14. aptitudes and competencies appropriate for a particular job (§5)15. of necessity (§5)

Exercise 2. Secret MessageJob Search

Unscramble each of the clue words.Copy the letters in the numbered cells to other cells with the same number.Read the secret message!

Exercise 3. Applying for a jobPut each of the following words or phrases in its correct place in the passage below.

references short-list experience vacancy qualificationsapplication forms interview applicants apply fill in

In times of high unemployment there are usually very many (a)_______ when a(b)_______ is advertised. Sometimes large numbers of people (c)_______, and sendoff (d)_______ for a single job. It is not unusual, in fact, for hundreds of people to

23

(e)_______ to a firm for one post. This number is reduced to a (f)_______ of perhapssix or eight, from whom a final choice is made when they all attend an (g)_______.Very possibly the people interviewing will be interested in the (h)_______ thecandidates gained at school or university and what (i)_______ they have had inprevious jobs. They will probably ask for (j)_______ written by the candidates'teachers and employers.

Exercise 4. Choosing the right jobPut each of the following words or phrases in its correct place in the passage below.

commute salary prospects promotion retireambitious perks increments commission pension

Job satisfaction is important but I have a wife and baby so I have to think aboutmoney too. If a job interests me, I need to know what (a)_______ it offers and alsowhether there are regular annual increases, called (b)_______. I want to know if Iwill receive a (c)_______ when I (d)_______ at the age of 60 or 65. If the job isselling a product, I ask if I'll receive a percentage of the value of what I sell, called(e)_______. It is also important to know if there are extra advantages, like free mealsor transport, or the free use of a car. These are called (f)_______ or fringe benefits.Are the future (g)_______ good? For example, is there a good chance of (h)_______to a better job, with more money and responsibility? Is the job near my home? If itisn't, I'll have to (i)_______ every day and this can be expensive. I am very keen to besuccessful. I am very (j)_______. I don't want to stay in the same job all my life.

Exercise 5. Where to lookYou've decided you need a new job. Where do you start to look? What kinds ofresources are available? Who are the best people to talk to?

The following text gives some suggestions which you might find helpful. But thesentences are not complete. Test your knowledge of the language of jobs by choosingthe correct noun to fill the gaps.

Most jobs are advertised as current (position; application; vacancies). Theyappear in the local and national (press; bodies; resource), trade (contacts; journals;resource), and specialist career publications. In addition, many professional (bodies;contacts; agency) offer an appointments service which can help job seekers find asuitable (position; application; vacancies) in a particular (industry; ladder; schemes).Recruitment (bodies; contacts; agencies) hold details of a wide range of vacancies,and possibly local training (industry; ladder; schemes). The Internet is a valuable(press; journals; resource) – not only for vacancies but to find backgroundinformation on companies.

Approximately one third of jobs is never advertised, but may be found byapproaching a company directly. This is called a speculative (position; application;

24

vacancies), and is common among students starting at the bottom of the career(industry; ladder; schemes).

Finally, don't forget to use your personal (bodies; contacts; agencies).

VocabularyMatch the words on the left (1-5) with their definitions on the right (a-e).1. resources a. jobs that no-one is doing that someone is needed to do2. vacancies b. job, post3. position c. companies which have details of jobs and details of the

people who might want them4. bodies d. things and people which can provide useful

information5. recruitment agencies e. organisations

Exercise 6. Describing abilityA Human Resources Manager has drawn up a shortlist of applicants he feels wouldbe suitable for a vacancy in his company. Look at the descriptions of the candidateshe plans to invite for interview.

· Hamed has a can-do attitude and is able to meet deadlines· Tomoko is a self-starter who can work on her own initiative· Ivan is able to multi-task and has a proven track record· Li is an effective team player with a customer-focused approach· Cristina is numerate and computer literate

which candidate...a. is good with figures?b. co-operates with colleagues?c. is good at working on his/her own?d. can finish a job on time?e. has a good rapport with clients?

f. has a history of success?g. has a positive approach?h. has IT skills?i. can cope with several jobs at the

same time?

VocabularyMatch the words on the left (1-5) with their definitions on the right (a-e).

1. human resources manager a. to make decisions about your work withouthaving to wait for someone else to help you

2. deadlines b. to do more than one piece of work at a time3. to work on your own initiative c. evidence you've been successful in the past in

your area of work4. to multi-task d. someone who employs people for a firm, also

known as a personnel manager5. a proven track record e. the dates/times when certain tasks must be completed

25

Exercise 7. Company departmentsMany big firms have lots of different sections and it can be helpful to know whichpart of the company does what. Look at the following company departments. Whichdepartment does which job?

HUMANRESOURCES PRODUCTION MARKETING FINANCE

Training Production Marketing PurchasingPersonnel Packaging Sales Accounts

Payroll Distribution CustomerService Fin. Services

Quality AdvertisingMaintenance

Match each job from the column on the left to a company department from thecolumn on the right.

Exercise 8. Selection (part 1)When a firm wants to fill a vacancy, it will go through certain procedures to find a

suitable employee. This is called a 'selection process'.The following text describes a typical selection process, but the sentences are in

the wrong order! Re-arrange the sentences in each section so that the whole textmakes sense. The first sentence has been done for you

· Firstly, a vacancy is advertised· and suitable candidates are invited for interview.

26

· These are sorted· and applications are received.· and applicants are interviewed.· After that, a final short list is drawn up.· Next, appointments are arranged· A job offer is made to the successful candidate,· and one of them is selected.· and finally, an employment contract is signed.· The candidates on the list are interviewed again,

VocabularyMatch the words on the left (1-5) with their definitions on the right (a-e).1. sorted a. a formal request asking that someone accepts a job2. a short list b. arranged in a particular order, e.g. putting the best

CVs together3. appointments c. a formal, legal agreement setting out what will be

provided by both the employer and the employee4. a job offer d. a list containing the names of the most suitable

people5. an employment contract e. dates and times when people will meet, but can also

be used to mean that people have been givenparticular jobs

Exercise 9. Selection (part 2)Let's look at some more vocabulary linked to the selection process with this multiplechoice quiz. Match the verbs with their noun partners.

advertise...1. a vacancy2. a candidate3. applicants

arrange...1. applicants2. an appointment3. a vacancy

interview...1. a candidate2. a contract3. a short list

sign...1. a short list2. a contract3. a vacancy

draw up...1. applicants2. a vacancy3. a short list

select...1. an appointment2. a short list3. applicants

27

Exercise 10. Job advertisements (part 1)A good way to improve your vocabulary is to look at language used in job

advertisements. You will notice the same phrases appearing again and again.Look at the following phrases from job advertisements. Do they refer to the

company, the candidate (the person applying for the job), or the job benefits (extramoney or other advantages you might get as part of the job)?

multinational group1. refers to the company2. refers to the candidate3. refers to the job benefits

proactive individual1. refers to the company2. refers to the candidate3. refers to the job benefits

leading service provider1. refers to the company2. refers to the candidate3. refers to the job benefits

competitive salary1. refers to the company2. refers to the candidate3. refers to the job benefits

decision maker1. refers to the company2. refers to the candidate3. refers to the job benefits

market leader1. refers to the company2. refers to the candidate3. refers to the job benefits

ongoing training1. refers to the company2. refers to the candidate3. refers to the job benefits

inspirational leader1. refers to the company2. refers to the candidate3. refers to the job benefits

company pension1. refers to the company2. refers to the candidate3. refers to the job benefits

attractive package1. refers to the company2. refers to the candidate3. refers to the job benefits

high flyer1. refers to the company2. refers to the candidate3. refers to the job benefits

world-class organisation1. refers to the company2. refers to the candidate3. refers to the job benefits

Exercise 11. Job advertisements (part 2)The following nouns describe an ideal candidate's abilities. Can you change them intoadjectives?

talent enthusiasm energy ambitiondrive flexibility commitment motivation

How many of these adjectives describe you?

These abbreviations often appear in job advertisements.

ref. no. inc. k p/w pro rata neg. c asap s.a.e. p.a.

28

Match them to their meanings1. per week2. thousand3. negotiable4. reference number5. per annum, yearly

6. stamped addressed envelope7. as soon as possible8. approximately9. inclusive10. according to time worked

Exercise 12. Job advertisements – (part 3) What they are looking for ...

1. These sentences are taken from real job advertisements. Each time one word hasbeen left out. It's up to you now to complete the sentences with the wordsprovided in the boxes.

Aattributes extensive implement managerialmaximizing suppliers track

1. We seek an articulate individual with at least five years' _______ experience.2. You must have a proven _______ record in insurance sales.3. You will be expected to have the ability to _______ and monitor On-the-Job

Training programmes.4. Other important _______ include a high degree of self discipline and the ability to

work to tight deadlines.5. Key candidate requirements include _______ and relevant production experience

in the food industry.6. The successful candidate will be fully responsible for _______ profitable sales

through the recruitment, direction, motivation and control of the direct sales force.7. You will negotiate the best prices from _______ , forecast sales and monitor

competitor activity.

Babove-average application benefits committedcontributory minorities writing

1. We offer an excellent salary and _______ package, including 5 weeks holidayentitlement.

2. The organisation offers an _______ salary, comparable to those paid in otherinternational organisations.

3. Benefits include a car, private medical insurance, _______ pension scheme and apreferential mortgage interest rate.

4. We are _______ to developing each employee to his full potential.5. As an equal opportunity employer we welcome applications from men and

women, including ethnic _______ and the disabled.6. For further details and an _______ form write to XYZ.7. Apply in _______ with full career details to XYZ.

29

Ccomprehensive demonstrate desirable excitinghead lively particulars relocation

1. Medical background is _______ but not essential.2. You must have _______ knowledge of Microsoft Office and good typing skills.3. Further _______ can be obtained from Human Resources.4. A comprehensive remuneration package is available which includes _______

assistance to this attractive part of the country.5. A _______ personality and a strong desire for a challenge are essential.6. Reporting directly to the MD this position will be based at the _______ office in

Sudbury.7. High earnings are available for enthusiastic sales professionals who can _______

proven success.8. This is an _______ opportunity which can lead to a long term career with

promotion into line management.

Exercise 13. Job advertisements – (part 4)Complete the text of the following advertisement with the words you find on the right

Our client, a _______ INTERNATIONAL PHARMACEUTICALCOMPANYis currently looking for a

SECRETARY

The company _______ a well organised and experienced secretary toassist the HR Manager. The successful candidate will be responsible for_______ administration and the administrative management of thedepartment. Flexibility and a willingness to learn are _______requirements. _______ knowledge of IT and computer systems areessential as is the ability to work independently and accurately._______ position, attractive _______. This is an ideal _______ to joinone of the fastest growing pharmaceutical companies in Europe.Please apply ______ only, enclosing a full CV with details of your_______ salary to:George Washington Recruitment Services Ltd.46 Bill Clinton Avenue,Edinburgh EH12 5DE

currentin writingkeyopportunitypayrollpermanentremunerationreputedrequiressound

30

Unit 2 Job Interview

1. How to Interview Effectively

Before reading the information about job interviews, read the following dialogue andfind tips on how to interview successfully.

Fay needs advice from Jerry on how to succeed at a job interview in EnglishFay: Hi Jerry. I'm thinking of applying for a job with a multinational company,

but I'm worried about having an interview in English. Can you give me anygood tips?

Jerry: Hmmm. That's a tough one. I guess the first thing is to try to make a goodimpression. We often say, "you never get a second chance to make a firstimpression". You really need to get off to a good start.

Fay: That sounds like good advice. Maybe I could sing and dance for them, haha ha! Then they'd really be impressed! But seriously, how do I make agood first impression?

Jerry: To begin with, you should firmly shake the interviewer's hand whilegreeting him or her with a smile. Be sure to keep eye contact, especiallywhen listening to the interviewer.

Fay: Ah, "body language" is really important, isn't it?Jerry: Yes, it is. The second thing is to have confidence. You get confidence from

being prepared. You should learn a little bit about the company before theinterview. Find out what they do, how long they've been in business, whattheir business motto is, that kind of thing. You should also anticipatepossible questions, and think about how you will answer.

Fay: Should I memorize my answers beforehand?Jerry: No! Definitely not! That sounds very mechanical. You should be natural

when you speak. Just think about how you want to answer, and choose theright words at the time of the interview. That way, you can use theinterviewer's own words in your answer, which shows you've beenlistening. Then you're sure to make a good impression.

31

Fay: I never thought about that before. You're really smart, Jerry! But whatshould I do if I can't remember an English word when I'm answering aquestion?

Jerry: In that case, you have to paraphrase. In other words, you have to explainwhat you want to say. For example, if you forget the word "manufacturing",you can say "making a product" instead. Or instead of "statistics" you couldsay "using many big numbers to describe something".

Fay: That's very helpful, Jerry. Thanks so much. Ah, one more thing. Should Iask about the salary during the interview?

Jerry: No, either let them bring up the topic of money, or else wait for a secondinterview. If you prepare well, make a good first impression, haveconfidence, and use English naturally, you're almost certain to beinterviewed again. Good luck!

What other pieces of advice can you add?

Now read the given information and find answers to the following questions:1. What is a job interview?2. What is the purpose of a job interview?3. Is a job interview an objective or a subjective process?4. What are the keys to success in a job interview?

The job interview is a strategic conversation with a purpose. Your goal is topersuade the employer that you have the skills, background, and ability to do the joband that you can comfortably fit into his/her organization. At the same interview, yous hould also be gathering information about the job, future career opportunities andthe organization to determine if the position and work environment are right for you.

You can strongly influence the interview outcome if you realize that aninterview is not an objective process in which the employer offers the job to the bestcandidate based on merit alone. But rather, an interview is a highly subjectiveencounter in whi ch the interviewer offers the job to the qualified person whomhe/she likes best. Personality, confidence, enthusiasm, a positive outlook andexcellent interpersonal and communication skills count heavily.

One key to success is to use every means at your disposal to develop effectiveinterviewing skills: selective presentation of your background, thoughtful answers tointerview questions, well researched questions about the organization, and aneffective s trategy to market yourself. There is no magic to interviewing: it is a skillthat can be learned and improved upon with practice.

A second key to success is careful research about the job and the organization,agency, or company with whom you are having the interview. Knowing about the jobwill help you prepare a list of your qualifications so that yo u can show, point bypoint, why you are the best candidate. Knowing about the employer will help youprepare an interview strategy and appropriate questions and points to emphasize.

32

2. Preperation

The objective of the job interview is to prove that you’re the best person for the job.So, how can you be the BEST, the person who gets the job?Through PREPARATION: Finding out about the company, the job, and thenthinking about and planning how you're going to answer those interview questions

1) Researching EmployersWhy Research Information on Employers?There are two basic reasons to research employers: 1) to aid you in your job search;and 2) to help prepare you for your interview.One approach to finding a job is to use a hierarchical strategy:

1. Find industries that meet your needs.2. Locate employers within your targeted industries.3. Research information on executives.

Preparing for an interview is essential for success! Before meeting your potentialemployer it is essential to know what they do; how they do it; their financial state (ifthey are expanding or downsizing); expectations of potential employees in terms ofskill, education, and previous experience; and what you can offer them.

Where Do You Find Information on Employers?The following types of resources should prove useful in your research.

· Annual Reports – These reports and other materials are available from anorganization's public relations/information office. Most large organizationsproduce a report, which presents an outline of the organization's successes,growth, history, goals, and financial status.

· Directories – These are geographic, business, occupational, professional,industry, and financial status directories available in your library. Thesedirectories may provide information about an organization's products orservices, number of employees, principal executives, and location(s).

· Trade Associations – These organizations produce membership directories,journals (which provide information about trends and issues in the field), andinformation briefs. They also hold annual conferences for your networking,information gathering, and professional development purposes.

· Newspapers – The business section of most papers contain numerousarticles about local companies and their executives. Articles about non-profit organizations often appear in a newspaper's local interest section.

· Fellow Professionals – Other professionals in the field can provide "word-of-mouth" information about organizations of interest.

· Competitors – Often an organization's competitors offer excellent insightabout the inner working of that organization.

· Public Documents – Government and quasi-government organizationshave records that must be made available to the public.

· Computer Databases.· Career fares.

33

2.) Interview QuestionsThere have been interviews as long as there have been jobs needing to be filled. Thismeans that virtually any question you might be asked at an interview can be predictedand an answer prepared.

REMEMBER!Being prepared doesn't mean memorising an exact set of answers. A question onlyhas to be asked in a slightly unexpected way, and you won't be able to answer theway you planned. What you need to do is think about all the questions you might beasked. Then you won't be taken by surprise – and so won't seem less confidentbecause you hesitate when you answer.

Most questions fall into two categories: factual and human.

Factual questionsTesting out the information written on your application form or trying to find outmore information about areas that the interviewer is concerned about or wants toknow more about.These questions aim to:

· check your educational background· get more information about your interests, hobbies and non-educational

experience· find out what you were doing during 'time gaps', such as between school and

university, or between jobs.

REMEMBER!Keep copies of all the paperwork you've sent in. It'll help you remember what youwrote, so that you can say the same thing in the interview. You can often tell whatquestions they might ask looking at what you wrote. In the same way, note what yousaid in any phone call.

Human questionsTrying to identify what type of person you are. Often the questions start 'why' (whydid you decide to study those subjects?) or 'what' (what do you see yourself doing infive years' time?). They deal with matters of personal preference, attitude and opinion.These questions:

· explore your attitudes and opinions and your approach to work and to life· find out what your social and communication skills are like· ask why you did things or took decisions, where you see your career going,

what you want out of life.These question aim to find out you will fit in to the job and the workplace. So thinkabout what job you're trying to get:

· Will it require knowledge you haven't got yet? If so, be ready to explain yourwillingness and ability to learn or be trained.

· Does it involve talking to people or working in groups? Then an interviewermay want to find out about your interpersonal skills.

34

These questions are asked in one of two ways – open or closed.

Open questions (An open question is likely to receive a long answer and revealsopinions and feelings.)· Why do you think you'll like working here?· What experience have you had of this sort of work?· What sports do you play?· What was in the advert that you found interesting?· Why do you think you could do this job?· What qualities do you think you have to offer which will help you in this job?· What is your ultimate ambition? Where do you want to be in five years’ time?· What do you do in your spare time?· Have you read any particular book lately? (Be prepared to talk in some

detail about this and explain why you enjoyed them, outline the story, andcomment on the ‘quality’ of the author.)

· What newspapers do you read? (Be prepared to be questioned on someaspect of current affairs if you claim to read any newspaper regularly.)

· What are the most satisfying aspects of your present job?· Is there anything that particularly frustrates you in your present job?· Can you tell us about any incident at work when you have felt particularly

effective? Or ineffective?· Tell me something about your present bosses. What kind of people are

they? (Be careful not to be tricked into making sweeping criticism orappearing to gripe about previous colleagues.)

Beware! Some open questions can sound like closed ones:"'Would you tell me a little more about your last job?"You don't just say YES or NO to this – The interviewer is really asking you to tellhim or her about your last job. They just asked a bad (closed) question.

Closed questions (A closed question can be answered with either a single word or ashort phrase or simply with either 'yes' or 'no'. It gives facts.)

· Do you think you'll like working here?· Have you done much work of this sort before?· Do you play any sports?· Did you apply for the job because the advert was interesting?· Do you believe you can do this job?

REMEMBER!Good interviewers generally only use open questions. If you're faced with aninterviewer who's not particularly good, you need to take control.

Task 1. Interview QuestionsAnswer the interview questions given in this section.Think of five more questions you can be asked during the interview.

35

3. Job Interview

1) The beginning of the interviewPeople tend to form an opinion of others within the first ten seconds of meeting

them. If this first impression is negative, it will be hard to shake off. However, if thefirst impression is positive, you can afford a few slip-ups after that. At the beginningof the interview, therefore, you should look the interviewer in the eye, smileconfidently and greet him or her courteously.

As your interviewer will immediately start forming an impression of you, learnto introduce yourself clearly and confidently. The best way is simply to say yourname: "Good morning. Birgit Michel." Refer to your interviewer with their title andlast name - "Nice to meet you, Dr Roberts" - unless they invite you to use their firstname.

REMEMBER!Plan to arrive for your interview 10-15 minutes prior to the appointed time. Arrivingtoo early confuses the employer and creates an awkward situation. By the sametoken, arriving late creates a bad first impression. Ask for directions when making arrangements for the interview.

2) During a Job InterviewThe information exchange will be the primary part of the interview. It is when youwill be asked the most questions and learn the most about the employer.

· Speak clearly and enthusiastically about your experiences and skills. Beprofessional, but don't be afraid to let your personality shine through. Beyourself.

· Listen carefully. You will want to remember what you learn about the job,and you will certainly want to answer the question that was asked.

· Be positive. Employers do not want to hear a litany of excuses or badfeelings about a negative experience. If you are asked about a low grade, asudden job change, or a weakness in your background, don't be defensive.Focus instead on the facts (briefly) at what you learned from the experience.

· Pay attention to your nonverbal behavior. Look the interviewer in the eye,sit up straight with both feet on the floor, control nervous habits (crackingknuckles, drumming fingers, shaking legs, touching face etc.), and smileconfidently as you are greeted.

· Don't be afraid of short pauses. You may need a few seconds to formulatean answer. The interviewer may need time to formulate an appropriatequestion. It is not necessary to fill up every second with conversation.

3) The end of the interviewThis is your chance to show how much you're interested in the company and to

find out if the job is really as interesting as it seems. Always ask questions becausethis demonstrates your prior research and interest in the job. Your questions migh t be

36

direct, logistical questions such as, "When can I expect to hear from you?" (if that hasnot been discussed); a question to clarify information the employer has presented Thejob advert mentioned possibilities for advancement. Could you tell me a little moreabout that?; a question regarding the employer's use of new technology or practicesrelated to the career field; or a question to assess the culture and direction of theorganization such as "Where is this organization headed in the next five years?" Donot ask specific questions about salary or benefits unless the employer broachesthe subject first. The employer may also ask you if you have anything else you wouldlike to add or say. Again, it's best to have a response. You can use this opportunity tothank the employer for the interview, summarize your qualifications and reiterateyour interest in the position. If you want to add information or emphasize a pointmade earlier, you can do that, too. This last impression is almost as important as thefirst impression and will add to the substance discussed during the informationexchange. Be polite and show enthusiasm: "It was very nice to meet you, and I amexcited by the prospect of working for you. I look forward to hearing from you."

REMEMBER!Don't ask questions for the sake of it.

4) After the InterviewAfter the interview, take time to write down the names and titles (check spelling)

of all your interviewers, your impressions, remaining questions and informationlearned. If you are interviewing regularly, this will help you keep employers andcircu mstances clearly defined.

Follow up the interview with a thank-you letter. Employers regard this asevidence of your attention to detail, as well as an indication of your final interest inthe position.

5) Non-verbal communicationA lot of judgements are made about people from visual impressions, and how

they say things instead of what they say. And once a judgement's been made, it'sdifficult to reverse it. The key is understanding what people base judgements on. Itreally doesn't matter whether they're right or wrong – if their judgement is negative,you don't get the job.

The bodySome people say that it's possible to ‘read' a body – that every small movement

has a meaning, that will tell you something about a person's personality and mood.Even if that's true, though, some of the ‘language' changes from culture to culture –and in any case you're not likely to be interviewed by someone with such detailedknowledge.

Much more important, in a situation like an interview, is the possibility ofsomeone seeing movements of yours caused by nervousness and thinking they haveanother meaning. For example, a person who doesn't make eye contact is oftenregarded as having something to hide. Someone sitting back in a chair gives the

37

impression of not being very interested. (Next time you're in a long discussion, lookat the way someone who's bored leans back into their seat.)

The solution is not to make nervous movements – easy to say, of course, but thepoint is to be sufficiently prepared for an occasion like an interview that your bodylanguage is natural. You simply try to avoid the sort of body movements that can bemisunderstood, or those – such as fiddling with a ring, or a shirt button – that simplysay you're nervous.

AppearanceThis can be a tricky area. From your point of view, your clothes might just be

what you feel comfortable in. To someone else, they may seem to be making adeliberate ‘statement', such as "I dress to be comfortable, not smart". Again, it reallydoesn't matter who's right. What's important is the impression that's given.

Unless you know otherwise, it's safest to assume that in a business environmentclothes should be formal - whatever ‘formal' means in a particular culture (and in aparticular type of climate, especially where it's hot and humid).

At a first meeting – such as an interview - most business people are likely tothink of your appearance in terms of words like ‘tidy', ‘clean' and ‘unobtrusive'. Theymay add ‘smart' or ‘business-like', depending on the job you're applying for, and alsothe industry it's in.

For example, if the job would mean dealing face-to-face with customers, acompany will have standards of appearance. Even if they provide uniform, they relyon employees to look after the rest of themselves.

If in doubt, ask what's expected before you arrive for an interview, rather thanguess.

REMEMBER!If you get the level of formality wrong, it's easier to become more relaxed than to bemore formal. If you're wearing a tie, you can always take it off and undo the topbutton of your shirt. But you can't put on a tie if you don't have one, or you'rewearing a T-shirt.

VoiceAnyone listening to you, either face-to-face or on the telephone, is interested

most in what's being said, and then in the words and expressions used – can youexpress yourself clearly? is there a lot of slang in what you say? and so on.

But the way we say things is also bound to be noticed. Being quiet is taken tomean lacking confidence, being loud the opposite. Speaking fast, especially if youhave a strong accent, can make you difficult to understand. Put yourself in the otherperson's place: if you were hearing your voice for the first time, would you seem toosoft, too loud or too fast?

REMEMBER!When you're on the telephone, and the person at the other end has nothing except

your voice, you need to talk the same way you do when you're face-to-face – that is,

38

with hand movements. All of us move our hands in ways that makes the voiceemphasise some of the words we're saying. Someone listening on the phone may notsee the hands – but they'll hear the results of them.

If you've ever thought someone at the other end of the phone sounded friendly,chances are they were smiling. You can give the same impression by doing the samething. It doesn't matter if the smile looks forced – nobody can see it....

Checking understandingChoose the correct answer (a, b, c, or d).

1. Preparing for an interview means a. memorising an exact set of answers. b. putting all possible answers in writing and reading out from your notes

during the interview. c. thinking about and planning how you are going to answer all the questions

you might be asked. d. making friends with each member of the interview board.2. Which of these would you NOT do as you prepare for an interview? a. Find out about the company. b. Find out about the job. c. Think about and plan your answers. d. Do nothing, hoping to impress the interview board with your spontaneous

answers.3. Which type of questions aim to test out information written on your application

form? a. human questions b. factual questions c. open questions d. closed questions4. Which type of questions require a YES or NO answer? a. human questions b. factual questions c. open questions d. closed questions5. What do you do if you're faced with an interviewer who isn't very good? a. You need to take control. b. You do nothing. c. You leave the interview early. d. You tell the interviewer they are not very good.6. Which of these would you NOT do at the end of an interview? a. Show how much you're interested in the company. b. Ask questions simply not to be silent. c. Find out if the job is really as interesting as it seems. d. Ask questions to clarify anything you're not sure about.

39

Task 2. RoleplayFor each role-play one person plays the person described in the left column, who islooking for a job. The other person plays the person described in the right column,who is an employer.Person being interviewed Interviewer1. This woman is in her mid 40s. This woman is in her mid 30's, and isShe was a music teacher in her the owner of a small, fashionablenative country. She worked in boutique. She is energetic, nervous,a school with hundreds of and businesslike. She doesn't like tochildren. She has never sold waste time. She needs a sales-person.before, but she does not likeclerical work, and would liketo get into sales. She has goodtaste, and enjoys being well-dressed.

2. This woman is in her mid 30s. This man is the owner of a smallIn her native country she was import-export company. Many ofan economist. She has just his clients speak the applicant'scompleted a course in a business native language. He is a sympatheticschool, has bookkeeping skills, person, but wants a bookkeeperand can do light typing at about who will give him a good day'sthirty-five words per minute. work.

3. This man is a college student, This man is 52, very strong, big, andage 20, who wants to work over serious. He owns a constructionthe summer vacation. He wants company and sometimes employsa job that requires a lot of summer workers for heavy jobsphysical work. like pouring cement, etc.

Take turns. Act out a job interview between the two people.After each interview, let the students decide if the applicant will get the job.

Language DevelopmentExercise 1. Preparing for the InterviewInterviews can be nerve-wracking and preparation is very important. You will bebetter equipped to answer questions and you will walk in to the interview feelingmore confident. Here are some tips for preparing for an interview. Read the textbelow and select the best option from the words in brackets.

If you have (gained; reached; arrived; achieved) the interview stage, your CV andletter of application must have been (effective; important; impressive; significant)!The company now wants to know more about you. But there is still more work to doif you want to get that job! Make sure you have (researched; discovered; inquired;examined) the company as thoroughly as possible – use the Internet, companyreports, recruitment literature etc. (remember; remind; imagine; summarise) yourselfof why you applied to this company. Make a list of the skills, experience, and

40

interests you can (show; present; offer; demonstrate) the organisation. Finally, try to(ask; suggest; give; predict) the questions you will be expected to answer – imagineyou are the interviewer!

VocabularyMatch the words and expressions on the left with the definitions on the right.

1. nerve-wracking a. show2. impressive b. to guess3. effective c. find out a lot of information about something4. research d. admirable5. demonstrate e. it makes you feel nervous, scared6. to predict f. to do what is meant to be done well

Exercise 2. Interview tipsHow you look and behave at an interview can sometimes be even more importantthan what you say! There are lots of things you can do to make a good impression oninterviewers.Here are some tips relating to your appearance and body language. For each oneselect the correct missing word from the options

1. Make sure your clothes are clean, but _____wear obvious logos or designer names.a. dob. don'tc. must

2. Don't use _____ much deodorant or perfume!a. tob. tooc. two

3. Don't wear too much jewellery. Interviewers don't _____ like nose rings!a. neverb. sometimesc. usually

4. Wear _____ that are smart, but comfortable.a. clothsb. clothesc. covers

5. Arrive well ____ the interview time.a. beforeb. afterc. later than

6. Make eye ______ with the interviewer when you are introduced.a. contactationb. lookc. contact

41

7. Give a firm handshake, and make sure you _____!a. grinb. smilec. snigger

8. Don't ____. This will distract the interviewer from what you're saying.a. fidgetb. twistc. move about

9. Don't appear over-confident, for example by leaning too far back in your chair,but do try to _____.a. relaxb. relapsec. collapse

10. Answer each question _____. a. concisely and promptly b. at large and slowly c. concisely after thinking it over11. _____ your mobile phone before you enter the company. a. Turn in b. Turn on c. Turn off12. During the interview ____. a. chew gum but do not smoke b. do not chew gum or smoke c. do not chew gum but it is OK to smoke13. Use body language to show _____. a. relaxation b. interest c. excitement14. At the end of the interview, the interviewer asks if you have any questions. The

worst thing to say is to say that you have _____ questions. a. a few b. no c. a lot of15. Thank the interviewer when you leave and, as a follow-up, _____. a. in person in two day’s time b. by telephone c. in writing

Vocabularylogos pictures or designs which symbolise a particular company.designer names famous and expensive fashion brandseye contact when you look at someone directly in the eyesfidget to make small movements with your hands or feet, especially if

you are bored or nervous

42

Exercise 3. FAQsIt's always a good idea to try to predict what questions you will get asked in aninterview and prepare some answers before you go in. Here are some examples ofquite common interview questions. Match the common interview question on the leftwith the suitable response from the list on the right.

1. Why did you choose this company?

2. What are your strengths/weaknesses?

3. How would your friends describeyou?

4. What is your greatest achievement?

5. How well do you work in a team?

6. Where will you be in 5 years?

a. People say I'm sociable, organised,and decisive.

b. My aim is to have a position in theManagement Team.

c. I have excellent time management,but I can be impatient for results.

d. Because I think I will find the workenvironment both challenging andrewarding.

e. I always support my colleagues andbelieve we should work towards acommon goal.

f. Leading the University football teamto the national Championships.

VocabularyMatch the words and expressions on the left with their definitions on the right.

1. an achievement a. what I want to do/achieve2. to be sociable b. an aim or objective shared with other people3. decisive c. good at making decisions quickly4. my aim d. to dislike having to wait5. to be impatient e. something good that you have managed to do6. common goal f. to enjoy being with people

Exercise 4. Responding positivelyDuring the interview, always be positive about your previous experiences. Neveroffer negative information! Instead, sell yourself using active, positive words. In theexercise below, match the words on the left to the words on the right to make 'powerphrases' for interviews. (NOTE: words on the right can't be used twice)

1. showing a. colleagues2. presenting b. initiative3. solving c. ideas4. controlling d. objectives5. achieving e. deadlines6. motivating f. budgets7. meeting g. problems8. creating h. information

43

Vocabularypower phrases strong expressions that show how good you are at what you docolleagues the people you work withobjectives aims, goals

Exercise 5. Vocabulary checkThere are lots of expressions using the word 'career' that you might come across. Thefollowing nouns all make word partners with career.

planladder

career breakmoveprospects

Match each definition below to the correct phrase above:1. Chances of future success in your career2. The direction you hope your career will take3. A change you make in order to progress4. Time when you are not employed, perhaps when travelling or looking after

children5. A series of promotions towards more senior positions

44

Module 2 Main Business DocumentsUnit 1 Resume/CV

When you apply for a job, most employers ask for 2 important documents:1. A resume or CV2. A Cover(ing) Letter

Your résumé and letter are usually the first impression that an employer has ofyou. And because an employer may have hundreds of job applications to consider,you have about 15 seconds to make sure that first impression is a good one.

Résumé In the USA people write a short biographycalled Résume A résumé is a self-marketing tool,designed with the goal of obtaining a jobinterview. Résumé information is targetedsuccinctly [briefly] to a career field and addressesthe needs of a specific employer. Your résuméshould market your relevant skills, knowledge,and accomplishments.The word résumé is a French word, now used inEnglish, that means summary. In the Americanjob market, you must represent yourself on paper. The résumé is your calling card. Itspurpose is to attract the interest of the prospective employer. It can be your ticket intothe interview. That is why people often have more than one résumé. They choose themost appropriate one for each job that they apply for.

PreparationIt will be difficult to begin the process of writing your résumé unless you identify

the career field and types of employers that will be the focus of your job search.When you know how you will use the résumé, then you will be able to write aneffective, targeted résumé that gets results. You will likely spend a considerableamount of time developing your résumé, choosing the right words and phrases todescribe your marketable skills and experiences. It is not uncommon to write severalrevisions before arriving at the final version.

One-page résumés are preferred for most entry-level positions. Two-page résumésare acceptable if the information on both pages demonstrates the skills and/orexperience relevant to your profession. Well-designed résumés will be visuallyappealing and free from any spelling, typographical, punctuation, or grammaticalerrors. All résumés should be written concisely in an organized format that presentsthe most important information first.

Employers who read individual résumés spend very little time on each résumé - inmost cases, only twenty to thirty seconds. Many large employers are now usingoptical scanning machines and various software programs to assist them with thisinitial review.Types of Résumés

45

There is no correct résumé format. Your résumé format should be appropriate toyour situation.

Information related to skills and experiences can be presented in a chronologicalformat, a functional format, or a combination of the two. Each format has itsadvantages and disadvantages. To select the type which best supports your strategy,review the following descriptive information.

Chronological Résumé In the chronological résumé, job history is organized chronologically with themost recent job listed first. Job titles and employers are emphasized and duties andaccomplishments are described in detail. A chronological résumé is easy to read, andcan highlight career growth. It is suited to those whose career goals are clearlydefined and whose job objectives are aligned with their work history.A chronological résumé is advantageous when:

· your recent employers and/or job titles are impressive;· you are staying in the same career field;· your job history shows progress;· you are working in a field where traditional job search methods are utilized

(e.g., education, government).A chronological résumé is not advantageous when:

· you are changing career fields;· you have changed employers frequently;· you want to de-emphasize age;· you have been recently absent from the job market or have gaps in

employment.

Functional Résumé In a functional résumé, skills and accomplishments developed through work,academic, and community experiences are highlighted. Your skills and potential canbe stressed and lack of experience or possible gaps in work history de-emphasized.The functional résumé is advantageous when:

· you want to emphasize skills not used in recent work experience;· you want to focus on skills and accomplishments rather than a lengthy

employment history;· you are changing careers/re-entering the job market;· you want to market skills and experience gained through coursework and/or

volunteer experience;· your career growth in the past has not been continuous and progressive;· you have a variety of unrelated work experiences;· your work has been free-lance, consulting, or temporary in nature.

The functional résumé is not advantageous when:· you have little work experience or leadership experience;· you want to emphasize promotions and career growth;· you are working in highly traditional fields, such as teaching, accounting, and

politics, where employers should be highlighted.

46

Combination RésuméThis format combines the elements of the chronological and functional types. Itpresents patterns of accomplishments and skills in categorical sections or a singlesection called "Qualifications Summary." It also includes a brief work history andeducation summary. This format is advantageous for those who wish to change to ajob in a related career field or strategically promote their most marketable skills.

Both chronological and functional résumés must be succinct, emphasizing yourexperience and accomplishments. Résumés are often your first introduction to theemployer and dramatically impact the screening process. Invest the time to create anexcellent marketing tool – your résumé – to increase job opportunities and careeradvancement.

Constructing Your RésuméCategories of information you include on your résumé should provide answers tothese questions:

Contact section Who are you andhow can you bereached?

· Begin your résumé with your name by capitalizingand using bold type.

· Include street address, city, state, and zip code.· Include phone number(s) where you can be reached

weekdays, 9 a.m.-5 p.m. Designate your home phonewith an "H," and work number with "W," or a"Messages" number.

· Add an e-mail address if it is checked regularly.Objectivestatement

What do you wantto do?

The purpose of the objective statement is to inform theemployer of your career goal and targeted interests. Thestatement should describe the focus of your job search. Agood objective includes type and/or level of position, typeand style of organization, and skills/qualifications.

Experiencesection

What can you do? A summary of qualifications can condense an extensivebackground by emphasizing experiences andaccomplishments in brief keyword phrases. Thequalifications summary is accomplishment-oriented andprovides an overview of your work experience. It can alsoserve to summarize relevant academic, volunteer andleadership experience for those who have limited workexperience. A summary is most appropriate for someonewith substantial experience, for someone who is changingcareers and wants to demonstrate transferable skills, or forsomeone with a varied background.Example: Accomplished editor, news reporter andpromotional writer. Demonstrated skills in projectmanagement and staff development.

Educationsection

What have youlearned?

If your education relates to your objective and is within thepast three years, it should be the first section. If not,education should follow the work experience section ofyour résumé.· Start with your most recent degree or the program in

47

which you are currently enrolled. List other degrees orrelevant education in reverse chronological order.

· Highlight your degree by using bold type or capitalletters.

If the degree is relevant to your job objective, begin withdegree and emphasis, followed by university, location ofuniversity, and date of graduation or anticipated date ofgraduation.Example: May 1996 M.S., Communications Engineering,The George Washington University, Washington, DC

Employmentsection

What have youdone?

Employment Experience (Chronological)· Begin with your current/most recent position and work

backward, chronologically. Devote more space to recentemployment.

· Use the first and last month and year to describe dates ofemployment.

· If your job titles relate to your current job objective, starteach position description with job titles. If not, beginwith the organization.

· Follow job title and organizational information with theorganization's city and state.

Example: September 1990-January 1996Telecommunications Engi-neering Aide, Center forTelecommunications Studies, Washington, DC· Describe the last three to five positions in detail.

Summarize earlier positions unless relevant to yourobjective.

· Do not show every position change with each employer.Only list in detail the most recent job and brieflysummarize promotions.

· Do not repeat skills that are common to severalpositions.

· Within each listed position, stress the majoraccomplishments and responsibilities that demonstrateyour competency. It is not necessary to include allresponsibilities, as they will be assumed by employers.

· Tailor your position descriptions to future job/careerobjectives.

· If writing a two-page résumé, make sure the mostmarketable information is on the first page.

Employment Experience (Functional)· Use two to four sections to summarize each area of

functional skill or expertise.· Develop the functional skill headings based on the skills

you want to market to employers and/or that are mostrelated to your targeted objective.

· Describe your skills in short phrases and place under theappropriate functional skill categories.

· Rank the phrases within each category and place themost important skill or accomplishment first.

Examples: WRITING- Reported on-the-spot news stories for suburban

48

Washington newspapers.- Provided in-depth coverage of Capitol Hill issues,

including unemployment compensation and merit payfor teachers.

- Edited and marketed a brochure for acultural/educational program designed to focus on lifein London. Resulted in a 30% increase in programattendance.

· Do not identify employers within functional skillssections.

· List a brief history of your actual work experience at theend of the section, giving job title, employer and dates.If you have had no work experience or a very spottywork record, leave out the employment section entirelyor summarize the nature of your jobs without providingspecific details. If you do this, be prepared to discussyour specific jobs in more detail at the job interview.

Employment section of your résumé chould list your contributions to theorganization i.e., ways your work helped increase profit, membership publicity,funding, motivation, efficiency, productivity, quality; saved time or money; improvedprograms, management, communication, information flow etc. better with qualitativecharacteristics i.e., "increased sales by $50,000"; "reduced staff turnover by 25%";"significantly improved staff ability to access data".The following is an outline foran effective Résumé:

HeadingName, address, and telephone number in the upper left/right hand corner or

upper middle of the page. Include zip code and telephone area code.City, Zip

Home Phone NumberCellular Number (optional)

Fax Phone Number (optional)E-mail Address (optional but strongly recommended)

Professional Objective and SummaryThis can be very important. This is your goal around which all other items in therésumé revolve. Include only your immediate goal. Be specific with a job title or aclear description of your area of interest. Sometimes a brief summary of yourqualifications is helpful. Sample objectives:

Position Stated:Seeking a position as an entry-level electrical engineer.

Position and interest areas stated:Seeking a position as an electrical engineer in research and design.

Skills and organization type stated:Seeking to obtain a position in investment banking using excellentquantitative and analytical skills.

49

EducationRecent graduates should list their educational background first.

· List your most recent educational information at the beginning of this section.· Include your degree (B.A., B.S., etc.) and graduation date. Also, be sure to

list your major and minor concentrations and the college or university youattended.

· Be sure to list academic honors, sororities, fraternities and any volunteerwork you may have done as a student.

· Use the comparable American degrees wherever possible.

Professional ExperienceList by chronology or function, according to what is most appropriate for your

background. Always list your jobs in reverse chronological order—put your last jobfirst and work backward from there. Give a description of what you did, materials orproducts used or worked on, your accomplishments, a sample of somethingsignificant that you did. Concentrate on the skills you’ve developed. Use active verbs(action words) to describe your job duties like planned, organized, developed, andmanaged.

Give a brief overview of the work you’ve done while a student. Include thefollowing:

· Job title· Company name· Job location (city, state)· Dates of employment· Job tasks with emphasis on specific skills and achievements

Some résumé action verbs:

AAccomplishedAchievedAcquiredAnalyzedAssessedAuditedBBalancedBrainstormedBuiltCChangedClassifiedCoachedCompletedComposed

EEmpathizedEnsuredExploredFFacilitatedForecastedFormulatedFoundedGGeneratedGuidedIIdentifiedImplementedImprovedIncreased

OOrganizedPPerformedPersuadedPlannedPresentedPresidedProjectedRRedesignedReducedReorganizedRepresentedRestructuredSSaved

50

ConductedContributedControlledCoordinatedCorrectedCreatedDDecidedDemonstratedDesignedDevelopedDiagnosed

InitiatedInvestigatedLLedMMaintainedManagedMarketedMonitoredMotivatedNNegotiated

SimplifiedSoldSolvedStructuredSucceeded

Additional Information (optional)This section can include languages, computer skills, interests, sports, extracurricularactivities, volunteer experiences, etc. However, if one of these areas is especiallyrelevant to your objective, you may choose to put it into a separate section

Other Possibilities for SectionsChoose your headings based on your background and the qualifications you believewill be important or of interest to the employer. Be descriptive in your selection of aheading. Sample headings include the following:

· Computer Skills· Lab Skills· Languages· Leadership or Teamwork Activities· Honors and Awards· Professional Affiliations· Community Service· Outstanding Accomplishments· Qualifications Summary· Scholarships· Publications· Training· Interests

Be prepared to rewrite your résumé on the basis of information you gain fromyour first few interviews or contacts. Pay attention to the questions you are askedand any comments about your experience. Use this information to improve yourrésumé. Remember, your résumé is you.

Sample Chronological Résumé

51

Janet CampbellP.O. Box 2738

Winter Park, FL 32789407.646.1000

janet@rollins.eduEducation2004 Rollins College, Winter Park, Florida

Crummer Graduate School of BusinessMaster of Business Administration, Marketing, MayGMAT 720, GPA 3.7/4.0

2001 University of Michigan, Ann Arbor, MIBachelor of Arts, Economics, May 2001GPA 3.9/4.0, President’s List (all terms)Honors: Presidential Scholar, Phi Eta Sigma Freshman Honor Society

ExperienceJune 2004 – Present The Procter & Gamble Company, Cincinnati, OH

Product Manager· Hired, trained, and supervised staff.· Established and maintained clients' files.· Increased sales by 10%.Summer 2003 United States Trade Council, Washington, DC

Research Assistant, Internship· Researched Latin American trading blocs.· Analyzed trade patterns and produced summary briefs on trade

developments.· Maintained database using FileMaker.1999 –2001 University of Michigan, Ann Arbor, MI

Resident Assistant, Madera House,· Worked with a staff of four resident assistants in an 88-student dorm.· Created, planned, and organized activities for the students.· Encouraged and facilitated social, political, and ethical student discussions.· Coordinator for “Madera Makes Music,” a weekly educational program.· Scheduled performances, developed and monitored budget, and created

publicity.

Skills Proficient in Microsoft Windows, Word, Excel, PowerPoint, and FileMakerPro. Knowledge of Adobe PageMaker and Photoshop.Fluent in Spanish, working knowledge of French.Trained in making presentations, conducting research, writing, and editing.

Personal: Health: excellent; single.

Interests: swimming, tennis, reading.

52

Sample Functional Résumé

Terry Q. ChanP.O. Box 1234

1444 Walnut DriveWinter Park, FL 32789

407.646.1000terryq@rollins.edu

OBJECTIVE Seeking a position with an advertising agency in the area of graphicart/photography.

EDUCATIONMay 2004 Crummer Graduate School of Business, Winter Park, FL

Rollins CollegeMaster of Business Administration, Marketing Emphasis

SKILLSConceptualizing Conceived designs for various publications including newsletters, brochures,

booklets, and university publiciations.Initiating Assisted with educational costs through self-initiated moneymaking projects.

Designed and printed silk-screen T-shirts for University residence halls;machine-engraved name plaques and key chains, which were displayed andsold at the student bookstore; made framed photographs that were sold atUniversity craft fairs. Studio art portfolio containing 40 slides of recent workcompleted.

Printing Coursework in publications production. Experience in preparing layouts, usingcopy camera, making plates, and running printing press. Familiar withtypesetting, running various machines, and collating.

Photography Coursework and self-acquired knowledge in black and white and colorphotography. Shoot both indoor and outdoor candids, groups, nature, andsports pictures. Strong interest in darkroom work, especially darkroomgraphics. Familiar with drymounting and matting. Knowledge of photo silk-screen techniques.

Computer Proficient with Macintosh. Familiar with Microsoft Word, Excel, and AdobePageMaker.

EXPERIENCE9/XX – present Rollins College, Winter Park, FL

Library Assistant, Olin LibrarySummer 19XX Franklin Frame Shop, Sunnyvale, CA

Sales Associate9/XX – 6/XX William Carpenter & Associates (Architectural Firm), Palo Alto, CA

Clerical Assistant

ADDITIONAL Fluent in Italian, working knowledge of Spanish. Hobbies include calligraphyand ceramics.

53

Sample Combination Résumé

Dana JacksonPO Box 12345

Winter Park, FL 94309407.646.9999

SUMMARY- Excellent written communication skills and ability to work with a team.- Proficient with CricketGraph, MSWord, Excel, FileMaker, and PageMaker.- Experienced lab technician executing DNA sequencing and gene analysis.

EDUCATIONJune 19XX Crummer Graduate School of Business, Winter Park, FL

Rollins CollegeMaster of Business Administration, Finance Emphasis

TECHNICAL EXPERIENCE6/XX – 9/XX University of Illinois, Chicago, IL

Research Assistant, Chicago Cancer CenterQuickly learned complicated laboratory procedures. Conducted experimentsinvolving DNA sequencing and gene analysis. Learned gel electrophoresistechniques. Maintained detailed records for procedural and statistical purposes.Gained significant independent research and writing experience.

WRITING EXPERIENCE9/XX – present Stanford University, Stanford, CA

Public Relations Intern, Hoover Institute Public Affairs OfficeCompiled articles from an array of journals, magazines, and newspapers. UsedPageMaker to create mastheads and produce opinion editorials. Developedefficient proofreading methods and innovative talent for pasting up difficultarticles.

9/XX – 6/XX Rollins College, Winter Park, FLFeature writer, The SandspurDeveloped journalistic writing style and interviewing skills. Successfully metall deadlines and consistently published front-page articles.

LEADERSHIP and TEACHING EXPERIENCE10/XX – present Self-employed, Winter Park, FL

Math and English TutorTutor two seventh grade students. Employ the Socratic method to develop theiranalytical skills and help them with their homework. Design tests to chart theirability. Create interactive games to increase their understanding of math andgrammar and to develop their communication skills.

9/XX – 6/XX Rollins College, Winter Park, FLOfficer’s Core, Black Student UnionWorked with a team to plan, organize, and publicize a range of activities andprograms designed to bond, motivate, and educate Rollins’ African-Americancommunity. Established alumni contacts via newsletter to secure financial andmentoring support.

54

Curriculum VitaeCV stands for the Latin words Curriculum Vitae, which mean: the course of one'slife. Your CV is a summary of your professional/academic life until now, and itusually concentrates on your personal details, education and work experience. A CVis also called a résumé, resumé or resume (especially in American English).

European CV's have varying formats. Each European country has differentrecruitment practices, but all use CV's instead of résumés. The UK CV comes closestto the American résumé.

The UK CV should be presented – preferably on a single sheet of A4 paper – insuch a way that a prospective employer can quickly and easily assess your qualityand suitability. It should be typed and structured under relevant headings, and, thoughthe example below gives you some guidelines, you must be prepared to insertadditional sections if you think they are necessary, and omit any which are notrelevant to your own background and experience.

A CV usually contains information about the following:Personal details: name, address, email and telephone number (and sometimesnationality, age/date of birth and marital status)Objective: a headline that summarises the job opportunity you are seekingWork experience: your previous employment in reverse chronological order – withmost detail for your present or most recent job – name of company, positionEducation: details of secondary and university education – including theestablishments and qualificationsPersonal interests: demonstrating that you are a balanced, responsible member ofsociety with an interesting life outside work – anything that might help you get thejobReferences: name and position of people who recommend you (teacher, formeremployer, etc). You may also state: references upon request

Sometimes, you may need to give additional information for a particular job orbecause you have special qualifications.Other possible sections for inclusion in a CV could be:Professional QualificationsConferences AttendedShort CoursesSpecialist Training CoursesOther Experience (e.g. Youth Leader, Social Work, Expeditions), Membership of

Professional Bodies.

The aim of any application is to get an interview. Your CV may get as little as 30-60seconds of consideration by a potential employer. So, an effective vita must be ableto attract (positive) attention, stimulate the reader's interest, create a desire to get toknow you better, and generate action. To maximize effectiveness, it should be:Clear – this means well-organized, logical, readable, and easily understandable.

55

Concise –present everything that is relevant and necessary, but keep it brief.Complete – be sure you have included all of the important and relevant informationthat the reader needs in order to make an informed decision about your application.Consistent – don't use an extensive mix of styles (such as an array of different fonts),and be sure to use the same order in presenting information – that is, if you presentyour work experiences from most recent to least recent, use the same order ofpresentation for any other dataCurrent – remember to include dates with all information; in addition, with a CV, itis particularly critical to continually update the information; ideally, the CV should berevised at least once a year.

Here are some other tips for preparing CVs:· Present a positive image – emphasize things you have done and competences you

have demonstrated.· Include information on team or group activities, situations where you have

demonstrated initiative, relevant academic, vocational or professional training.· Exclude comments on your physical appearance, politics, religion or other

possibly contentious subjects.· Your CV should be word-processed. Use white A4 paper.· Choose an easy-to-read typeface. Typefaces are designed for specific purposes.

The standard typefaces Times New Roman or Arial are perfect for your CV. Nottoo small, not too large! A size of 10 or 12 point would be appropriate. DO NOTUSE ALL CAPITALS LIKE THIS! CAPITALS ARE VERY DIFFICULT TOREAD AND MAY BE CONSIDERED IMPOLITE IN THE ENGLISH-SPEAKING WORLD.

· Limit your CV to a maximum of 2 pages.· If you want people to read your CV, your language must be simple and clear:

Use short words and short sentences. Do not use technical vocabulary, unlessyou are sure that the reader will understand it.

· Talk about concrete facts ("I increased sales by 50%"), not abstract ideas ("I wasresponsible for a considerable improvement in our market position").

· Use verbs in the active voice ("I organised this exhibition"), not passive voice("This exhibition was organised by me").

· Avoid pronoun “I”. Use action* words which vividly bring your CV to life.· Do not submit a CV which contains any errors. Make sure all spelling,

punctuation and grammar is correct.· Don’t sign or date the CV.· Always send an original of your CV, don’t send a copy.· Fold it carefully, a minimum number of times. Don't use a very small envelope.· Keep copies of CVs on file for future reference. Once you have a job, update your

CV on a regular basis.

* Here is a list of typical action verbs categorised by skills:

56

Communication skills: address, arbitrate, correspond, draft, edit, lecture, mediate,motivate, negotiate, persuade, present, publicise, reconcile, speak, write

Management skills: assign, attain, chair, co- ordinate, delegate, direct, execute,organise, oversee, plan, recommend, review, strengthen, supervise, train

Research skills: collect, critique, define, detect, diagnose, evaluate, examine,explore, extract, identify, inspect, interpret, investigate, summarise, survey

Technical skills: assemble, build, calculate, devise, engineer, fabricate, maintain,operate, overhaul, program, remodel, repair, solve, upgrade

Creative skills: conceptualise, create, design, fashion, form, illustrate, institute,integrate, invent, originate, perform, revitalise, shape

Financial skills: administer, allocate, analyse, appraise, audit, balance, budget,calculate, control, compute, develop, forecast, project

Sales skills: sell, convert, close, deal, persuade, highlight, satisfy, win over, signTeaching skills: advise, clarify, coach, elicit, enable, encourage, explain, facilitate,

guide, inform, instruct, persuade, stimulate, train,

British And American EnglishThere are sometimes differences between British and American English andconventions. Here are some of the most important differences for your CV/résumé and covering letter.

UK: CV/curriculum vitaeUS: resumé, resume

UK: Yours faithfullyUS: Yours truly

UK: covering letterUS: cover letter, covering

letter

UK: Yours sincerelyUS: Sincerely, Sincerely yours, Yours truly

Paper sizes:UK: A4 (210 x 297 mm)US: Letter (8 1/2 x 11 inches)

UK: Managing Director (MD)US: Chief Executive Officer (CEO), General

Manager

UK: Mrs, MissUS: Ms

Date formats:UK: DD/MM/YY example: 30/12/99 30

December 1999US: MM/DD/YY example: 12/30/99 December

31st, 1999

57

Example of CV

CURRICULUM VITAEPersonal detailsName: John Michael TrevorAddress: 126, Walkman Rise, Wingbridge, Yorkshire, YE 8PQTelephone no: Wingbridge (0738) 927684 (Home)

Wingbridge (0738) 476766 (Work)Age: 19Date of birth: October 15 1980Personal status: Single

EducationSept 1997 - date Yardley College of Further Education

(Part-time)Sept.1992 - July 1997 Sponsford Comprehensive School

Academic qualifications1999 National Diploma (BTEC) in Business and Finance1997 GCSE: English (B), Maths (C), French (C),History (C), Geography

(C), Biology (D), Physics (D), Technology (D)

Work experience1998 - date Trainee Underwriter, Menton-Foreshaw Brokers, Wingbridge1997 – 1998 General Clerk (Claims), Beacon International Assurance

Corporation, York

Additional skillsGood working knowledge of IBM PC : MS Office; Windows 2000, Microsoft Word, MicrosoftExcel, Adobe Acrobat; proficient Internet user.

Fluent in English, good working knowledge of German.Driver’s license (car).

InterestsRugby-football (Local Club League)Surfing/sailboardingPiano (Grade 5)

ReferencesMrs P.Conaghan, Mr H.Davies, BSc, FCII,Personnel Manager, Senior Partner,Beacon International Ass. Corp., Mention-Foreshaw Brokers,Beacon House, Wantage Street, 127 North Hill, Wingbridge,YORK. YE5 7PQ Yorkshire. YE2 7TD

58

SUMMARYYour résumé's job is to get you an interview. To do this, it must:

· attract· inform· persuade· sell

A good résumé/CV is one of your most important tools in the search for employment.

What a résumé or cv is not· a book.· an obstacle.· boring or difficult to read.· your life story or autobiography.· a catalogue of your personal opinions.· a list of problems with past employers.

What a résumé or cv is· short.· seductive.· an important document.· answers the question "Why?"· is interesting and easy to read.· is a list of benefits for the employer.· is as much about the employer as about you.

Task 1. Writing a CV/ Résumé.Look in the newspaper and select a job that you are qualified for and/or would like to have, andwrite a CV/Résumé for it.

CVName:Address:Telephone no: (Home) (Work)Age:Date of birth:Personal status:

Education

Work experience

Additional skills

Interests/activities

Referees

59

RÉSUMÉ(name)

(address)(tel. )

Objective:

Education:

Employment/Experience:

Personal details:

Interests:

Read each other’s résumé. Critique the positive and negative aspects of each other’srésumé. Use the résumé evaluation guide given below.

Résumé ChecklistYes Needs

WorkComments

is inviting and easy to read; not toomuch informationuses appropriate font styles andfont sizes (10-14 pts.)incorporates enough white spacebetween sections to facilitateskimmingcenters text; adequate marginscreates visual impact using bullets,boldface, underlining, italics, andfont sizes to emphasize key wordsprinted on high quality (16-25 lb.)bond paper

APPEARANCE

print is letter qualityContact Information (address,telephone number(s)Objective (briefly indicates thesort of position, title, and possiblearea of specialization sought)Education and Trainingreversed chronological orderinclude type of degree, name ofuniversity, location of university,date of graduation or anticipateddaterelevant courses, papers, projects;include paper or project titleshonors, awards, scholarshipsEmployment Experiencereversed chronological ordertitle held, organization name, cityaccomplishments on your job

ORGANIZATIONAND FORMAT

contributions to the organization(with qualitative characteristics)

60

Skillscomputer skills: softwareapplications, languages, hardware,operating systemslanguage skills: specific level offluency and ability to read andwrite as "basic," "intermediate," or"advanced"Extracurricular Activities,Community Service,Professional Associationslist of significant positions ofresponsibility; include title, nameof organization or team, datesleadership roles, achievements,and transferable skills that arerelevantomits racial, religious, or politicalaffiliations

MARKETINGFOCUS

omits age, sex, marital status,national origin, health, names ofreferencesbegins sentences or phrases withpowerful action verbsshort paragraphs mostly under fivelines; short sentencesbrief, succinct language; nounnecessary words

WRITINGSTYLE

absolutely free from grammatical,spelling, punctuation, usage, andtypographical errorsno dateOTHERno signature

Language DevelopmentExercise 1. Compiling a CVCV stands for curriculum vitae – a Latin expression meaning 'life story'. (In AmericanEnglish it is called a Résumé.) It summarises your education, achievements and jobhistory for prospective employers and so it should be carefully prepared. A CV isusually sent with a Cover Letter.Look at the following stages in the preparation of a CV.

Compiling a CVThe following sentences represent the different stages of compiling a CV, but in eachsentence the words are in the wrong order. Re-arrange the sentences putting thewords in the correct order.

1. about the involves. Think what job2. sort of chosen about Think it. be what person would to do3. your job Identify the that skills description. match4. a Decide on layout.5. previous your experience. Review6. describe Find language your suitable to experience.7. the CV. version first of Draft your8. for your CV Check mistakes.

61

VocabularyMatch the words on the left (1-5) with their definitions on the right (a-e).

1. an achievement a. to write something that you will improve on andfinish later on

2. job history b. something important that you've managed to do3. a layout c. a list of the different jobs you've done4. to draft something d. words and expressions of appropriate style5. suitable language e. the way you've arranged information

Exercise 2. What makes a good CVDecide whether the following sentences are true or false. Give comments.

1. Employers don't care what CVs look like.2. Companies only receive a few applications for each position.3. You should spread your points out on the page.4. You should include as much information as possible.5. It is better to focus on key facts.6. The most important features are that it is easy to read and looks good.7. A good CV will guarantee a good job.

Exercise 3. Organising InformationAlthough there are different views on how to organise a CV, most prospectiveemployers would expect to see the following headings

Education Referees Personal Details ProfileAdditional Skills Interests Professional Experience

Match the headings from the table with the following explanations:

a. former bosses, teachers or other people who would be willing to confirm that youare a good candidate

b. things you can do that weren't part of your formal training, such as languages,computer skills etc.

c. do you like reading, dancing, football, etc?d. previous jobs and what your role wase. schools, university, other training and qualificationsf. nationality, age etc.g. few lines summarising who you are, what you're good at and what makes you

special

Jasper Bergfeld, a German graduate, is compiling his CV. He has collected therelevant details but now he must organise them. Look at the following points anddecide which heading Jasper should put them under.

62

Example: University of Stuttgart – degree in Business Information Management: answer ='Education'

1. Fluent in English2. Nationality – German3. Concept AG – Assistant Project Manager4. Excellent communication skills5. Full driving license6. Diploma in English with Business Studies7. Skiing and windsurfing8. Computer literate9. Able to work on own initiative and under pressure10. Responsible for customer service11. Dr H. Mayer, University of Bath

VocabularyAG Aktiengesellschaft (German), joint stock companyfull driving license a driver's licence that is free of the added restrictions

normally associated with the learner and novice stage ofthe driver licensing process

work under pressure work against time or to a deadlineProject Manager a person responsible for the planning, coordination and

controlling of a project from inception to completion,meeting the project's requirements and ensuringcompletion on time, within cost and to required qualitystandards.

Exercise 4. A sample CVHere is Carmen's CV. Read through it closely and then try to answer the followingquestions about Carmen and her experience.Carmen Lopez Duran

ProfileI am keen to follow a career in Tourism or Hotel Management. I am well-organised, highlymotivated and have excellent communication skills. In addition I am reliable, flexible, andquick to learn.Personal detailsAddress Avenida de la Plata 47

Grenada 18 752 SpainTel 123 456 789Email Carmello@ etc.comDate of birth 25 Nov 1980Marital status Single

Education1998 - 2000 Universidad de Granada Diploma in Business Studies with Tourism1990 - 1998 Instituto Cervantes, Granada Bachillerato (A Level equivalent) Grade B

63

Professional Experience2000 – present Hotel Xyz, Notown

Assistant to Conference ManagerResponsible for providing administrative support, answering enquiries,taking bookings, arranging catering.Employee of the Year, 2001.

Summer 2000 Company Xyz. NotownSocial/Sports OfficerIn charge of escorting groups of foreign students,Arranging schedules, planning social events,Organising sports activities, managing a budget.

InterestsYoga, swimming, skiing, classical music, theatre, current affairs

Additional Skills· Fluent English - IELTS score 6.5· Working knowledge of French· Clean driving licence· Computer literate (Word, Excel, Powerpoint)

RefereesAntonio Palma Plazas, Conference Manager, Primavera HotelsMercedes Garrido Vazquez, Regional Director, Eurostudy Ltd

Decide whether the following sentences are true or false based on Carmen's CV.

1. She is married.2. She started working full-time when she left school.3. She was not very successful at Hotel Primavera.4. She worked during her vacations.5. She had financial responsibility when she worked for Eurostudy.6. She isn't interested in politics.7. She has never committed a driving offence.8. She speaks French better than English.

Vocabularyto be keen to do something to want to do it a lotcommunication skills the ability to interact well with other peoplereliable dependable, trustworthyvacations American-English for holidays or time off workmanaging a budget making sure that an agreed amount of money

is spent wisely to complete a task or projectcurrent affairs news about what's happening around the

world at the momentto have committed a driving offence to have done something illegal while drivingto have a clean driving licence to have a driving licence that doesn't contain

any record of illegal drivingto have a working knowledge of something to have a basic understanding of a topic

64

Unit 2. Application Form

Application Form is a form used in therecruitment process to enable a job candidateto supply information about his or herqualifications, skills, and experience.Employers may ask a candidate to completean application form instead of, or as well as,providing a Resume. Application formsshould be reviewed regularly to ensure thatquestions asked take account of currentlegislation, accepted good practice, andinternal organizational developments. Thesequestions should be job-related and avoidunjustifiable intrusion into a candidate'spersonal life.

An employer application form may berequired by an employer even though youhave sent in a résumé and a cover letter. Anemployer application will definitely berequired if you are applying in person oronline for a job opening.

If you are applying for a position in person, ask for an employment applicationform, then take it home with you to complete. You can take your time filling it out soit will be neat and tidy, as well as accurate.

Completing an application formIt is very difficult to give specific advice on how to complete any application formyou might come across, but it could be useful to make some general commentswhich should start you thinking along the right lines. These comments relate to thesample application form given below, but the practical guidance will be relevant tomost situations of this type.1 Take copies of the form as soon as you receive it, and use a copy to draft

a 'rough' submission.2 a It is essential to follow the instructions. b If BLOCK CAPITALS are required, then make sure you use them, and

maintain a consistent presentation throughout. c Write in ink, with no errors or crossings out. d Answer all sections - even if you have to enter 'N/A' (not applicable) in

some places.3 In Section A do not be tempted to leave any part unanswered just because you

think it is 'none of their business'. This is a naive reaction, and you risk not beingshort-listed.

4 Section B requires full details of all your educational experience, andqualifications gained. If necessary, use a separate sheet to continue the

65

information in any section. If you do this, make a note to this effect on the formand structure your additional sheet in the same way as the original.Note: The same principle applies to sections such as Employment Record,Recreational/Leisure Interests and Additional Information. Don't be afraid tocontinue on-another sheet if you feel there is essential information you need toput across. However, always insert a note saying 'continued on attached sheet'or 'continued on a separate sheet', and make sure that you use the same layoutand format as the original. It is never worth ruining the overall presentation bytrying to cram too much information into a small space.

5 The employment history in Section C is very important, and it is essential topresent the information in a logical manner. Follow any instructions given, andbe consistent.

6 The 'Additional Information' section is a favourite of reruiters', as it can providejust the information they require to help them decide who to call tor interview.This is the section where you should specifically relate any skills you might haveto the requirements of the post/and, convince the prospective employer that yourpast experiences demonstrate your initiative, overall competence and generalemployabiIity. You must convince them that you have something to offer!

7. Leisure Interests are important as they can give an insight into what sort ofperson you are – introvert or extrovert, good mixer or loner, a thinker or a doer!It is in your interests to indicate that you have a well-balanced personality, butremember – you might be questioned closely on this information at interview.

Task 1. Completeting an Application FormStudy the given application form and complete it.

Application form(Please answer all sections, using block capitals.)

Position applied for: ______________________________________

SECTION A – PERSONAL DETAILS

Surname_______________________Permanent address________________________________________________________________________________________________________________________________________________________________Telephone no ___________________________________________________

First names____________ Age______Date of birth ___________________Place of birth __________________Nationality _____________________Marital status __________________Maiden name _____________________No. of children _________________Present position ________________Present salary __________________Driver’s licence ________________Dates available for employment __

MEDICAL HISTORY(Please give brief details of any serious illness, etc., with dates)____________________________________________________________________

66

____________________________________________________________________________________________________________________________________________________________________________________________________________Are you registered disabled? _______________________________________

NEXT OF KIN(Name, address and relationship) ________________________________________________________________________________________________________________________________________________________________________________________________(Relationship)_____________________(Occupation)

SECTION B – EDUCATIONAL DETAILS

SECONDARY EDUCATION

Dates(From-to)

________________________________________

Name and address of school(s)

________________________________________________________________________________________________________________________________

Type of school(e.g. Comprehensive,Grammar, Technical)____________________________________________________________________________________

HIGHER/FUTHER EDUCATION AND TRADE

Dates(From-to)

________________________________________

Name of college etc.

________________________________________________________________________________________________________________________________

Course taken(state full- orpart-time)____________________________________________________________________________________

TECHNICAL, PROFESSIONAL OR OCCUPATIONAL TRAINING, APPRENTICESHIPS, ETC

Dates(From-to)________________________________________

Type and location of training

____________________________________________________________________________________________________________________________________________________________________________________________________________________________________

QUALIFICATIONS GAINED (Continue on a separate sheet if necessary)

Name of examination_____________________________________________________________________________________________________________________________________

Year taken______________________________________________________________________

Subjects_________________________________________________________________________________________________________

Level___________________________________

Result__________________________________________

Grade(s)_______________________________________________________________

67

EXAMINATIONS TO BE TAKEN____________________________________________________________________________________________________________________________________________________________________________________________________________

SECTION C – JOB HISTORY – in chrono;ogical order (including H.M. Forces)

Dates(From-to)________________________________________

Company, location and nature ofbusiness____________________________________________________________________________________________________________________________________

Position held andmain responsibilities____________________________________________________________________________________

SECTION D – ADDITIONAL INFIRMATION(Please use this space for further details of knowledge andexperience that you consider are relevant.)____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

SECTION E – LEISURE INTERESTS(Please give full details, including offices held, past or presentand membership of clubs or societies.)____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

SECTION F – REFERENCES(Please give the names of two persons who can be consulted regardingyour suitability for this post.)

NamePositionAddress

NamePositionAddress

___________________________________________________________________________________________________________________________________________________________________________

___________________________________________________________________________________________________________________________________________________________________________

68

I certify that information contained in this application is true andcomplete. I understand that false information may be grounds for nothiring me or for immediate termination of employment at any point in thefuture if I am hired. I authorize the verification of any or allinformation listed above.

Signed __________________________ Date ____________________________

REMEMBER!· You'll probably be asked very similar questions at an interview - and your answers

should be about the same as the ones you wrote down - possibly weeks before. Sotake a copy of the completed form if you can - and certainly make a note ofanything you write answering questions which don't simply have facts as answers.

· You may sometimes be given the choice to write more than the form gives youspace for - something like "Use an additional sheet of paper if necessary". If youdo, don't rely on their efficiency in keeping all your papers together. Write a titleon the separate sheet, saying what it is, and that it's part of your application form.That way it has much less chance of being lost.

· Any list of activities with dates should have no gaps in it. If you were backpackingsomewhere for three months, rather than working, it's better to say so. Otherwisepeople can draw the wrong conclusions about a time period you've chosen to leaveout.

· These days, filling in an application form can often be done on-line. That couldlose you the advantage of having time to put things in the best way. It might wellbe better to print off a copy of the form so you have time to think about it.

69

Unit 3 Business Letter – General Overview

Business letters are formal papercommunications between, to or from businessesand usually sent through the Post Office orsometimes by courier. Business letters aresometimes called "snail-mail" (in contrast toemail which is faster).

Who writes Business Letters?Most people who have an occupation have to write business letters. Some write

many letters each day and others only write a few letters over the course of a career.Business people also read letters on a daily basis. Letters are written from aperson/group, known as the sender to a person/group, known in business as therecipient. Here are some examples of senders and recipients:

· business «» business· business «» consumer· job applicant «» company· citizen «» government official· employer «» employee· staff member «» staff member

Why write Business Letters?There are many reasons why you may need to write business letters or othercorrespondence:

· to persuade· to inform· to request· to express thanks· to remind· to recommend· to apologize· to congratulate· to reject a proposal or offer· to introduce a person or policy· to invite or welcome· to follow up· to formalize decisions

70

Business Letter TemplateSender’s address(street address)(city, (state), zip)

Date (optional)

Recipient’s address(name)(title)(department)(company)(full address)(city, (state), zip)

Date (optional)

Salutation:(Dear Mr./Ms. (Mrs., Miss),)

Body of the letter:first Paragraph:(state the main point of the letter, but do not go into detail:give the reason for writing, i.e. "I am writing to inform/confirm/inquire…)if there was a previous contact with the recipient, state a reference reason for your letter,i.e. "With reference to our telephone conversation...")

second paragraph:(expand on the main purpose of the letter, with background information, statistics, andother supporting information)

closing paragraph(restates the purpose of the letter, and tells the reader what actions or steps will occurnext. Thank the reader for his/her time. If there is to be further contact, refer to this contact,i.e. "I look forward to meeting you at..." OR I am looking forward to hearing from you.)

Complimentary Close:Sincerely yours,

Signature:

(handwritten signature)

Typed NameTyped Title

71

Some notes on business letters.It is a strong trend to use 'open' punctuation in the business world. This means

that in a typed letter the date, the reference, the address, the salutation, and thecomplimentary close are presented without any punctuation. The body of the letter ispunctuated normally, with certain exceptions.

The writer's addressa It is normal practice for the name of the individual sending the letter to appear at

the beginning of this address.b If a house number is used, it is not necessary to put a comma between this and

the street number. Avoid abbreviations such as St. (Street), Ave (Avenue), andRd. (Road).

c There should be a comma at the end of each line, except for the last line beforethe postcode. A full stop is used here.

d No punctuation is required in the postcode.e In handwritten letters the address should be printed completely in capital letters.

However, it is acceptable to use printed capitals for the name of the town.f If a house name is used instead of, or in addition to, a number, this name is

written on a separate line (for typed letters too)g If there is a recognized abbreviation for the country, this can be used, ( the same

is for typed letters), e.g.

The referencea In a typed letter from a firm, this should contain the initials of the person

authorizing (dictating) the letter and those of the typist. Sometimes othersymbols are used to help with identification e.g. document code.

b In a handwritten letter a reference is not normally required unless this is quotedfrom some previous communication related to the subject of your letter. In thiscase it should be written as 'Your Ref.' and positional at the left-hand margin.

c Some printed letters heads have spaces for 'Our Ref.' and 'Your Ref.' This is self-explanatory, but the writer’s reference should always be placed at the left-handmargin, e.g.

The datea Present the date in the correct order – day, month and year.(NB! Am.E – month,

date and year)b The only standard punctuation necessary in the date is the comma after the month.c There is no full stop after endings used with the day numbers such as 1st, 2nd,

3rd, 4th.Dates can be expressed in a variety of ways: 2 November 1995; 2.11.95; 2 Nov. '95;

November 11th 1995; November 11 1995.

72

The recipient’s address.a The same punctuation rules apply here as for the sender's address.b The name of the person (or his/her official title) should be included. A

clergyman should be addressed as The Rev John Smith, or The Rev Mr. Smith.A Member of Parliament should be addressed as Mary Jones MP.e.g.

The salutationa The standard beginning to a business letter is

Dear Sir, but others are used in certain circumstances:Dear Sirs, when the letter is addressed to a partnership;Dear Madam, whether a woman is single or married;Mesdames, when a partnership consists of women only.

b The first letter of each word should begin with the capital letter.c The salutation should be followed by a comma.

The main body of the letterThis is the most important part of the letter, because it contains the message. Bear inmind that effective communication should be as simple as possible. Therefore,a Don't include any unnecessary information.b Express yourself as concisely as possible.c Start a new paragraph for each point you wish to make.d Confirm to all standard punctuation and grammar rules.

NOTE. Many business letters fall easily into the framework of a three-paragraphplan, which can be generally summarized as:Paragraph 1 Introduction: this can be an acknowledgement, a reference to previous

communication, or any generally informative statement whichintroduces your main theme.

Paragraph 2 Specific information (facts/reasons).Paragraph 3 Reference to further action/conclusion.

The subscription (complimentary close)a In most documents Yours faithfully should be used.b The first word should begin with the capital letter, but the second with a lower one.c The subscription should be followed by a comma.d Yours sincerely can be used if the recipient is known to the writer on a personal

basis, or if it is desirable to dispense with formality.e The subscription should be started at the middle of the page.

73

The signaturea This should be normal signature of the writer, and should not include any

courtesy title or otherwise.b A woman can indicate her title in brackets if she wishes, e. g., Miss; Mrs.; Ms

e.g. Margarete WatsonM. E. Watson (Mrs.)

The designationThis simply gives the official status of the writer and, if required, is best printeddirectly underneath the signature.

· If your stationery has a letterhead, skip sender’s address.· If the recipient specifically requests information, such as a job reference or invoice

number, type Re: on one or two lines, immediately below the Date (2). If you'rereplying to a letter, refer to it here, i.e. Re: Job # 625-01 or Re: Your letterdated 1/1/200x.

· Always include the name of a specific individual at the organization you arewriting to.

· The salutation is always formal and includes the recipient’s last name.· The body of your letter should be written in block format. Do not indent the

paragraphs.· Business letters should never be handwritten.· Include a professional closing such as “Sincerely”.· Make sure to include a handwritten signature.· Be sure to include your address, phone number, and email (either in the letterhead

or at the end of your letter).· Business letters should be single-spaced except for a double space before

salutation (Dear….) and leave 4 spaces for handwritten signature.· Use 1-1.5 inch margins (1 inch = 2,5 cm)· Do not use shortened verb forms – write them out (i.e. "don't instead of do not").· Do not use professional jargon or slang.· Use KISS (Keep it Short and Simple) principle when writing a letter.· Keep the letter brief and to the point. Try to keep your letters to one page. Don’t

worry if your letter does not take up the whole page. Don’t try to expand yourletter to fill the page by including unnecessary information.

· If you enclose some documents, don’t forget to write Enc: (or Enclosure(s):)(you can give number(s) of enclosed documents or list them).

· If you send a copy to somebody else, write cc: (list the names of people to whomyou distribute copies in alphabetical order. If addresses would be useful to therecipient of the letter, include them.)

· Remember to always be polite and check your work for spelling and grammarmistakes.

· Always keep a copy of correspondence for future reference.

74

There are many types of business letters according to the purpose of their writing.We’ll consider the following types of business letters:

1. Cover(ing) Letters/Application Letter2. Reference Letter/Letter of Recommendation3. Enquiry Letter/Request Letter «» Answer Letter4. Letter of Complaint/Complaint(s) Letter «» Apology Letter

Language developmentExercise 1. Types of lettersMatch each statement(1-10) with the proper term.1. Tells the addressee you want to quit your job2. Breaks news3. Formally confirms the adressee you have

received his message4. First contact with a new employer ?5. Letter you send as an answer to his message6. Tells your potential client what your sales

conditions are7. Tells your addressee when he/she can expect

the goods8. You send these if your client doesn't pay9. Usually a sales letter and one or more folders,

sent to many prospects at the same time10. Says you're sorry for what went wrong

a. acknowledgementb. price quotationc. enquiryd. complainte. sales letterf. execution of orderg. replyh. letter of applicationi. letterheadj. samplek. collection lettersl. letter declining applicationm. letter of resignationn. announcemento. apologyp. invoiceq. mailing

Exercise 2. Letter LayoutHere are the beginnings and endings of three letters:1. P. O. Box No. 82, New Place

Liverpool L69 3HS

8/9/98

The managerBrowne & Green Ltd.5 High StreetHereford HR1 2CD

Dear Sir

Yours faithfully

F. Waite (Miss)Assistant manager, Claims

75

2.

3.

A InformationAs you can see, even the beginnings and endings of the letters contain informationabout the following:1. When the letter was written and sent.2. Who wrote it.3. Where they can be contacted.4. Who the letter is written to.5. Where they are.

Answer the followinga) Who lives at Churn Farm?b) Where does John White live?c) Who is the manager of Browne & Green's?d) Where is the head office of Life Royal?e) Who is in charge of the Globe School of Languages?f) What is the job of F. Waite?

2 Elm AvenueSouthlandSS4 7BD

Dr D. Black, PrincipalGlobe School of Languages66 Grimshaw GardensFolkestoneKent CT20 2PY

3/8/94

Dear Dr Black,

Yours sincerely

John White

76

g) Does she know the person she is writing to?h) Where is the Globe School?i) Are all three letters business letters?j) Which two writers know each other best?

B FormalityThe three letters are not the same. They use different forms of greeting and differenttypes of presentation. They are written with different degrees of formality, dependingon how well the writers know each other.

Arrange the letters in order of formality:a) Most formal (letter )b) (letter )c) Least formal (letter _)

Exercie 2. EnvelopeNote that the envelope carries the receiver's address, as in the letter itself, written inthe centre of the plain side. The sender's address may also be written on the envelope,in the corner or on the back, as long as the two are not confused.

Sign all three envelopes using the information from Exercise 1.

Exercise 3. Complete the following table using information from the three lettersin Exercise 1.

TONE SALUTATION COMPLEMENTARY CLOSEformal a) b)semi-formal c) d)personal e) Yours sincerely

Note: other closes for the personal letter: 'Love', 'Best wishes', 'Yours affectionately','Yours ever', etc.

Now correct the following:a) Dear Bill.... Yours faithfully, Benb) Dear Mr. Willis…. Yours faithfully, John Lawsc) Dear Sir...... Yours, Albert Bridged) Dear Marge..... Yours faithfully, Jille) Dear Sir.... Yours sincerely, J.J. Kate

+or

77

Exercise 4. Letter layoutsFor A-C provide the following:1. Date2. Sender's address3. Receiver's address4. Salutation5. Close6. Signature7. Addressed envelope.Lay them out as shown above.

AYou are Ronald Wrigley of General Dealer's Ltd., Mill Lane, London EC1 2BF.Youare writing to the Station Master at British Rail, Little Chippings, BuckinghamshireMK18 9OL. Use today's date.BYou are Ben Beverly and you live at 29 Oak End Lane, Bradford BD5 4RG.You arewriting to Miss Rosie Lee, The Nook Inn, Ingleton, Derby DE7 8ME. She is a veryclose friend.

CYou are Walter Wimborne of 149 Great North Road, Motherwell ML2 2Wa. You arewriting to Arthur Pionter, who is the manager of Gerry's Building Supplies, GrimesStreet, Gloucester GL2 6YH.

Exercise 5 Dear Sir or Madam?If you are not sure whether the receiver is male or female, the salutation 'Dear Sir orMadam' is used. Consider the following table:

Dear Sir or MadamDear SirDear Madam

Man or woman, name not knownMan, name not knownWoman, name not known

Dear Miss SmithDear Mrs. SmithDear Ms Smith

Alternative salutations for women.If not sure, use 'Ms'

Now chose the correct salutation and complimentary close for the following:a) The Manager, Lady Fair Fashions Ltd.b) The Secretary, Pitton Miner's Club.c) Lobelia Jones, Gaunton Women's Guildd) The Foreman, Brick's Construction Co.e) Mrs. Lydia Lang, Cromby & Son Solicitors.

78

Exercise 6 AddressesWhat does the letter address consist of?1. The Public Relations Officer2. Wrourhtown Manufacturing Ltd.3. 28-34 Lord Street4. Huddersfield5. HD2 8UJA business address consists of at least five parts – six if you add the country at theend, although this is not necessary if you are writing from within Britain.

Put the parts of an address given below into the correct order:the number and streetthe postcodethe addresseethe town or citythe name of the company

Exercise 7. Reasons for writingWhy are you writing?When you write first, you will probably use the first sentence of your letter to saywhy you are writing. There are several ways of doing this:I am aiming to ask (a) .

confirm (b) .complain (c) .inform (d) .thank (e) .

Here is a slightly more 'polite' formulation:I would like to inquire (f) .

apply (g) .request (h) .invite (i) .apologize (j) .

a) Which word comes next?From the list below, choose the correct word to follow (a) - (j) opposite:

about that you for

b) For each of the ten verbs((a) -(j) opposite), choose a suitable complement fromthe following:

(a) for your position advised ...(b) for your misunderstanding...(c) you for the high equality of services...(d) you that the arrangements have been made...

79

(e) you to visit our establishment...(f) for some information on certain matters...(g) the dates which we agreed...(h) about the offer advertised ...(i) about the low standard of services...(j) your assistance in certain matters...

Exercise 8. 'On behalf of.'If you are writing as a secretary or organiser, you may wish to write 'on behalf of' youmembers. Practice this opening by thinking of a name for each of the following:On behalf of the Society

Club Group Organisation Association Institute

Exercise 9. Wanting to get a relpyIf you write first, you will probably expect some kind of reply to your letter. In thatcase, the closing sentence will be to that effect, e.g.:

I look forward to hearing from you.If you expect more than a letter, for example a visit or extra information, what mightyou write in place of 'hearing'?I look forward to (a) you next Thursday

(b) your brochure(c) your factory(e) your representative.

80

Unit 4 Cover(ing) Letters/Application Letters

1. Answer the following questions.1. What is a cover letter?2. Why is it important?3. Who needs a cover letter?4. What information should be included in it?5. What is a format of a cover letter?6. What makes a good cover letter?

Now read the given information and find the answers.

What is a Cover Letter?A cover letter / covering letter or an application letter is a letter of introductionattached to, or accompanying another document such as a résumé or curriculum vitae.

Why is it important?Your cover letter is as important as your résumé because it is read first! Its purpose isto interest the reader in you as a prospective employee, and therefore it should be avery positive presentation. The cover letter gives you another chance to emphasizewhat you have to contribute to the company or organization.

Who needs a Cover Letter?Everyone who sends out a résumé resume does! Even if the cover letter never "cameup" in conversation or wasn't mentioned in an advertisement, it's expected that youwill write one.

What information should be included in a Cover Letter?Include the following information:

· Position you are applying for and how you learned of the opening.· Why you are applying for the position, level of interest.· Explanation of your qualifications and how you can contribute to the

organization.· Make reference to your résumé; but don't repeat the same information.· State what action you want from them: an interview.· Indicate what follow-up action you will take.

Remember: as well as a résumé, your cover letter should be tailored to the specificcompany.

What is a format of a Cover Letter?As all types of business letters, cover letters have the same template, the onlydifference is its body. Read the outline and a sample cover letter.

81

Outline of a Cover LetterYour Address (house, street, apartment)Your City, Zip Code

(Date )

Contact’s NameContact’s TitleContact’s DepartmentCompany NameCompany AddressCompany City, State, Zip Code

(Date )

Dear Mr./Ms. last name of contact person:

Opening Paragraph: Tell why you are writing; name the position for which you areapplying, and tell how you heard of this opening. State why you are interested inworking for this employer. If you have lived in the area or know it well, mention this.Specify your interests in the type of work the firm does. Describe what is particularlyappealing to you about the employer. (The goal: demonstrating that you are a worthyapplicant, and enticing them to read further.)

Middle Paragraph(s): Tell more about yourself. If you have had experience,courses, publications or clinic experience, be sure to point out what particularachievements you have accomplished in the employer's field or type of work. Indicatewhy you are qualified for the job. Emphasize pertinent items on your resume; addinformation that is not specifically mentioned on your résumé. Include informationthat is pertinent to the job for which you are applying.

Closing Paragraph: Have an appropriate closing to pave the way for an interview.Indicate your willingness to interview personally by stating when you will be in thearea or by offering to make yourself available at the employer's convenience. Youmay wish to indicate that you will call the employer's office within a specific week totry and schedule an interview. Thank the employer for his/her consideration/time.

Sincerely,(leave 4 blank lines for signature)

Your Name (typed)

Enclosure

82

Sample Cover Letter

123 Main StreetIndianapolis, IN 46202

December 1, 1998

Ms. Marilyn C. EmployerHammer, Wrench & Saw150 Market StreetIndianapolis, IN 46204

Dear Ms. Employer:

Please consider the enclosed copy of my resume an application for the position of lawclerk with your firm. I learned from the Career Services Office that you plan to hire afirst-year law student next summer. I was pleased to discover that your firm practicesin the area of construction law because that area is of particular interest to me.

As the assistant office manager for Longfellow Construction Company, I wasinvolved with some construction law issues. I find this practice area fascinating andwould like to learn more about it, as well as the other practice areas of your firm. Ienjoy researching and writing, as evidenced by my involvement with the schoolnewspaper. I feel this trait would be an asset to your firm.

I am extremely interested in the summer law clerk position with your firm and wouldappreciate the opportunity to further discuss this matter during an interview. I caninterview at your convenience. I look forward to hearing from you soon.

Sincerely,

Fredrick Firstyear

Enclosure: resume

REMEMBER!There is no one perfect cover letter. The advice and examples of cover letterssuggested here should only be used as guides. It is extremely important that youindividualize the letter to highlight your unique qualifications; as they relate to thespecific requirements sought by the employer.

83

What makes a good Cover Letter?1. It should be brief (one page), precise, and written in a business letter style.2. No spelling or typing errors. Not even one. Check and recheck for accurate

spelling and grammar. Do not rely on spell-check.3. Address it to the person who can hire you. Resumes sent to the personnel

department have a tougher time of it. If you can find out (through networking andresearching) exactly who is making the hiring decision, address the letter to thatperson. Be sure the name is spelled correctly and the title is correct. A touch offormality is good too: address the person as "Mr.," "Ms.," "Mrs.," "Miss," "Dr.,"or "Professor." Cover letters should never include the salutations "To Whom ItMay Concern," "Dear Hiring Partner," or "Dear Sir or Madam."

4. Write it in your own words so that it sounds like you – not like something out ofa book. Employers are looking for knowledge, enthusiasm, focus.

5. Show that you know something about the company and the industry. This iswhere your research comes in. Don't go overboard – just make it clear that youdidn't pick this company out of the phone book. You know who they are, whatthey do and you have chosen them!

6. Use terms and phrases that are meaningful to the employer. (This is whereyour industry research and networking come in.) Your cover letter should matchyour professional and personal qualifications with what the organizationspecifically needs for the position, it is not self-centered. If you are applying foran advertised position, use the requirements in the ad and put them in BOLD type.For example: the ad says – "2 years' experience processing magnetic media(cartridge, tape, disc); interface with benefit plan design, contracts and claims;and business background with strong analytical & technical skills – dBase,Excel, R&R, SQL." Make sure your cover letter contains each of theserequirements and shows how you measure up.

Language Development

Exercise 1. Cover LettersThe letter of application you send with your CV is sometimes called a Cover Letter(Covering Letter). It is usually the first direct contact between a candidate and anemployer, so make sure it is well-written and presented. It should normally contain 3-4 paragraphs.

1. Letter ContentHere is a list of points you should include:

· Say that you would like to apply· Say where you found out about the job· Say why you would like the job· Say why you are qualified to do the job· Say you can provide more information if necessary· Say when you would be available for interview

84

2. Useful phrasesSelect the correct words from the brackets so that this Cover Letter is in goodEnglish.

Dear Mr Saleh,

I am writing to (apply; ask; request) for the position of Editorial Assistant which was(shown; advertised; presented) in the latest edition of Gulf News.

I am currently (worked; employed; used) by a Market Research company as aresearch assistant, but am keen to (out; pursue; take) a career in publishing, because Ienjoy reading and write my own poetry.

As you will notice on the (included; mentioned; attached) CV, I graduated inEuropean Literature. At University I gained considerable (experiment; expression;experience) working on the student magazine, so I am (familiarised; familier;familiar) with editing techniques. I work well under (anxiety; demands; pressure)and enjoy working in a team. In addition, I speak English (well; fluently; strongly).

I would be (available; around; accessible) for interview from next week. Meanwhile,please do not (wait; hesitate; stop) to contact me if you require further information.

I look forward to hearing from you.

Yours sincerely,Margareth RoanMargaret Roan

Vocabularyadvertised made known to peopleto apply to ask in a formal way to be considered for a jobto pursue to have, to chase, to followto work well under pressure to be able to keep calm and do a good job in

difficult situations

Exercise 2. Style (part 1)Look at the following tips for writing Cover Letters. Decide whether the followingtips for writing Cover Letters are true or false.

1. The letter should be as friendly and informal as possible.2. You should avoid slang & idiomatic language.3. Your sentences should be long and complex.4. It is fine to use contracted forms (e.g. I'm, it's).5. Emotive words (wonderful, great, terrible) should be avoided.

VocabularyMatch the words and expressions on the left with their definitions on the right.

85

1. informal a. complicated, not simple2. slang b. language using groups of words which have a certain

meaning that is different from the ordinary meaningof each individual word e.g. 'My boss bit my head offwhen I was late for work' (my boss was angry andtold me off)

3. idiomatic language c. relaxed, friendly4. complex d. very informal words and languageWhat's next?

Exercise 3. Style (part 2)Here are some common phrases you might use when applying for a job. However, theprepositions are missing – choose the correct ones from the table below. Someprepositions are used more than once.

to of under in for

1. I would like to apply ___ the position ___2. If you would like to discuss this ___ more detail3. I enjoy working ___ pressure4. I was ___ charge ___5. I was responsible ___6. With reference ___

Task 1. Cover letterRead the following Job ad and write a cover letter.

RECEPTIONIST – Part-time

Age 18-25 (male or female). Good looking.No previous experience required. Essential: friendly

calm personality and knowledge of English,Windows and Excel. Good salary.

Write to: Mrs Higgins, Personnel Department,Beaver Hotel, River Rd., Bristol

86

(your address) __________________ __________________ (date) ______/______/_____(the employer’s address)____________________________________________________

Dear Sir(s)/ Madam,

I would like to apply for the vacancy as a ______________(job) advertised in___________ (name of news paper) of ________ (date).

I am ___________(age) and at the moment I__________________________(school and what you are studying) I am good at_______________________________________________________________________________________ ( some of your qualities)._______________________________________________________________________________________( working experience, if any).I am very interested in working as ________________(job), because __________________________________( reasons of applying).

I am available for an interview ______________________ (dates and times) and Ican start working _______________________ (date), but if is inconvenient for you,I would be happy to arrange another date.

I look forward to hearing from you soon.

Yours faithfully, ____________________

(signature) _____________________ (your name capital letters)

87

Unit 5 Reference Letters/Letters of RecommendationLetters of recommendation may be written in a classic format that includes anintroduction, body, and conclusion. There may also be specific requirements forcertain letters that you may need to follow.

Reference Letter Template

SalutationIf you are writing a personal letter of reference, include a saluation (Dear Dr. Smith,Dear Mr. Jones, etc.). If you are writing a general letter, say "To Whom it MayConcern" or simply don't include a saluation.

Paragraph 1The first paragraph of the reference letter template explains your connection to theperson you are recommending, including how you know them, and why you arequalified to write a reference letter to recommend employment.

Paragraph 2The second paragraph of the reference letter template contains specific informationon the person you are writing about, including why they are qualified, what they cancontribute, and why you are providing a reference letter.

Paragraph 3When writing a specific letter referring a candidate for a particular job opening, thereference letter template will include information on how the person's skills match theposition they are applying for. Ask for a copy of the job posting and a copy of theperson's resume so you can target your reference letter accordingly.

SummaryThis section of the reference letter template contains a brief summary of why are youare recommending the person. State that you "highly recommend" the person or you"recommend without reservation" or something similar.

ConclusionThe concluding paragraph of the reference letter template contains an offer to providemore information. Include the phone number and email address in the return addresssection of your letter, or in your signature.

Sincerely,

Writer’s Signature

Writer’s NameTitle

88

Sample Letter of Recommendation

John SmithNational Attorney

257, Park Avenue SouthNew York, NY 12345-6789

1st May, 2007

To whom it may concern:

Richard worked under my supervision as a real estate attorney from Feb. 01,1999, until Feb. 29, 2004. His responsibilities included handling corporate, realestate, intellectual property, and governmental affairs of our clients. During thecourse of his employment, Richard proved himself to be an able employee, ahard worker, and a brilliant lawyer.

I was quite impressed by Richard's ability to complete all work assigned tohim on time. His suggestions were always thorough and comprehensive, and hisfact checking always accurate. We sometimes allow our assistants to do somecases on their own, but Richard' talents prompted us to assign him more piecesthan normal. His theoretical knowledge is clear, concise, and evocative.

Overall, Richard is a very meticulous and able employee. I certainly believehe has what it takes to make a wonderful attorney someday, and I am sad to seehim leave. I strongly recommend Richard for any mid-level legal position infinancial consultancies.

Regards,

John SmithCMDNational Attorney

89

Unit 6 Enquiry Letter/Request Letter and Answer LetterLetters of Enquiry/Request

1) General informationLetters of enquiry or request are written in order to obtain information

about a business related topic. They often need to bring about a certain action. Forexample, a writer may want to test out the demand for a product from a supplier withtheir customers, before they include them in their inventory. They are usually used inexternal correspondence – between business people at two different companies – butthey can also sometimes be used between two corporate units, for example asubsidiary company in the Netherlands and their Head Office in the UK.

Enquiry letters often only deal with one enquiry at a time. These are sentseparately to facilitate administration and to make it easier to both archive the letterand then process the order or carry out the action required.

The tone of business letters in English is can be quite informal or casual,because the people involved often have an established relationship and have been inbusiness for a while. Enquiry letters are often examples of business-to-businesscommunication.

2) Conventions1. Structure

Enquiry letters usually have a very straightforward structure. The writer firstprovides a context for the reader, i.e. he or she states at the beginning why they arewriting the letter or they identify themselves by referring to a previous contact, andthen they go on to state the action they would like to see completed or their requestfor further information. Sometimes writers also include extra information before theirrequest or action point, to explain or justify to the reader they need the information oraction. The structure of the letter looks like this: • Context • Extra information – if necessary • Request for information or action

2. LayoutLetters often begin with Dear Ms Sears and end with Yours sincerely. This is

British English and is used when the writer knows the name of the person they arewriting to. The American equivalent would be Sincerely. When a writer does notknow the name of the person they are writing to, then they can use Dear Sir orMadam for an individual or Dear Sirs for a company, in British English, andGentlemen (without Dear!) in American English. The letter would then end withYours faithfully in British English and Yours truly in American English. Britishwriters also often use Best wishes, Your sincerely, if they know the person they arewriting to well in business, and American writers often use Regards.

Writers usually only includes detail of their position within the company, andnot the name of company. Writers only include details of their company name in thesignature if they are making a first contact via a letter.

90

Ms is the title used for professional women both in the UK & the US, unless thewriter knows that the woman is married and that she wishes to be addressed as Mrs.

Months and days of the week always begin with a capital letter in English. In theUK the day comes before the month, e.g. 12 September 2007. In the States, this isoften reversed, e.g. September 12, 2007.

Sample Enquiry Letter/Request LetterR Piper and Sons21 Med Rd,Swansea, Glamorgan3ST 1DRVAT no. 216 3768 30Tel. Swansea 58441www.piper.com.uk

Your ref.:Our ref.: 54/3

Ms J. SearsDorith Inc.54-59 RiversideDublin DR 1 1JWEire

12 September 2000

Dear Ms Sears,

Thank you for your last delivery. Not only did we receive all goods in mint condition,we also managed to sell them in record time.

You will be pleased to hear we will place a repeat order for the beds. In addition, wehave had enquiries into matching bookcases and tables which are listed in last year'ssummer catalogue (p. 45). In view of these questions we would like to test thedemand for them. We would therefore like to receive 10 units of each, on approval,before placing a firm order.

I have enclosed an order (P 34-1) for the bookcases and tables and I look forward tohearing from you.

Yours sincerely,MatthewsB. MatthewsPurchaser

Encl. Order P 34-1

91

3. Frequently made mistakes!• Grammar 1: Notice that “I look forward to…” is followed by the gerund or -ing

form of the verb (“to” is a preposition, not part of the infinitive of the verb).• Grammar 2: Notice that a writer uses the Past Simple tense in “we also managed

to sell them” for an action that is no longer going on, but the Present Perfect for“we have had enquiries” for something that started in the past, but is still goingon.

Tips!• Style tip 1: Writers often use “I” as well as “we” in business letters in English.

For example “I am writing to…”, is a very common way of starting a businessletter.

Language Development

Exercise 1. Letters of request.We often write asking for things. “Polite” forms are relevant to the verbswill – wouldcan – couldshall – shouldmay – mightI.

appreciatewelcome

your earlypromptspeedy

adviceanswerassistanceco-operationreply

I

Weshouldwould

be mostvery

grateful for

if you wouldcould

adviseanswerassistco-operatereply

II.

Yourearlyprompt

adviceanswerassistanceco-operationreply

would be

appreciatedwelcomedhelpfuladvisable

NOTE:I. - is highly complimentary.II. – implies the recipient is usually slow to respond.

Practice the above formulae using the following:(a) help (noun)

92

(b) help (verb)(c) co-operate(d) co-operation(e) suggestion(f) suggest(g) inform(h) information(i) notification(j) notify

For ideas: market research of (the new product…), results of testing (the clock-television…), promotional campaign of (the new pump…), possible reduction in theprice, extra supplies of manganese, development of the new models of tractors, sign acontract.

Kindly

enoughPlease be(so)

goodkindhelpfulobliging as

to

writesendreturnreplyrefer toreconsider

e.g. Kindly inform us of your arrival.Please be good enough to remit the money soon.Please be so obliging as to let us have your new address.

Exercise 2. Polite requestsUse different formulation of “please” for each of the following,e.g. by return of post.

(a) the bill.(b) a stamped addressed envelope.(c) me of your arrival time.(d) notify the local police.(e) the damaged goods.(f) me at the office.(g) our agent in Frankfurt.(h) the outstanding amounts.(i) us on your mailing list.(j) before the next meeting.

Exercise 3. Asking for a replyRearrange (a) – (f) in order of politeness, from 1 (most) to 6 (least). Discuss.(a) I look forward to hearing from you as soon as possible.

93

(b) Please give the matter your urgent attention.(c) Your prompt reply would be appreciated.(d) We look forward to hearing from you at your earliest convenience.(e) Kindly treat this as a matter of urgency.(f) We require your reply at once.

Task 1. Practice Writing Enquiry Letters1. Write a letter of enquiry using the following instructions.

You are Phil Gerr, marketing manager of The Bod in Cologne. You are organizing abusiness trip for you and your two colleagues to a customer in Amsterdam in April.You write to a travel agency for information on hotel accommodation in Amsterdamfrom 7 till 8 April. You tell the agency what your plans are, and ask them whetherthey know of specific package deals on hotel, rental car and flight. You ask them tosend you the particulars as soon as possible as you need to give a prompt reply toyour customer in Amsterdam.

2. Write the following letter: you wish to spend a holiday abroad (decide where).Write a letter of about 1000 words to travel agency requesting the necessaryinformation. Ask about:

- duration of a tour- accommodations- price- nightlife activities- additional activities- tour cost

Answer Letter (Responding to Inquiries and Requests for Information)

It is very important to make a good impression when responding to inquiriesfrom potential customers. Of course, the best impression will be made by providingthe materials or information that the perspective client has asked for, this positiveimpression will be improved by a well written response.

Remember to place your or your company's address at the top of the letter (oruse your company's letterhead) followed by the address of the company you arewriting to. The date can either be placed double spaced down or to the right. You canalso include a reference number for correspondence.

Regardless of whether you have the information, you should respond to therequest. Either answer the question in your own words, or refer to information youare enclosing in your letter. If you cannot supply the information, express your regret.

Important Language to Remember· The Start:

Dear Mr, Ms (Mrs, Miss VERY IMPORTANT use Ms for women unless askedto use Mrs or Miss)

94

· Thanking the Potential Customer for His/Her Interest: Thank you for your letter of ... inquiring (asking for information) about ... We would like to thank you for your letter of ... inquiring (asking for

information) about ...· Providing Requested Materials: We are pleased to enclose ... Enclosed you will find ... We enclose ...· Providing Additional Information: We would also like to inform you ... Regarding your question about ... In answer to your question (inquiry) about ...· Closing a Letter Hoping for Future Business:

We look forward to ... hearing from you / receiving your order / welcoming youas our client (customer).

· Signature:Yours sincerely (remember use 'Yours faithfully' when you don't know the nameof the person you are writing and 'Yours sincerely' when you do.

Sample Answer Letter

Jackson Brothers3487 23rd StreetNew York, NY 12009

Kenneth BeareAdministrative DirectorEnglish Learners Company2520 Visita AvenueOlympia, WA 98501

September 12, 2000

Dear Mr Beare:

Thank you for your inquiry of 12 September asking for the latest edition of ourcatalogue.

We are pleased to enclose our latest brochure. We would also like to inform you thatit is possible to make purchases online at http:\\jacksonbros.com.

We look forward to welcoming you as our customer.

Yours sincerely

(Signature)

Dennis JacksonMarketing Director

95

REMEMBER!Written responses need to be the most carefully considered document which reflects athorough application of the business context, a comprehensive knowledge of thesubject (or sound research), and a realistic consideration of the requirements of theorganization and the needs and feelings of the recipient. One of the best ways ofappreciating the effect of anything you write is simply to ask yourself how you wouldreact of you were the recipient.

Guidelines to written responses.· Identify the general theme and assess the content.· Decide specifically what the writer wants.· Does the ‘background’ to the situation affect the way in which you will respond?

(any previous communication, etc.)· Are there a number of specific points to be answered? Can any be left out?· Select and collate the information necessary for answering each point accurately,

and as comprehensively as is practical.· Decide in what order it is most appropriate to deal with the points raised: e.g. rank

order, order of presentation, chronological or logical.· Be as helpful and encouraging as possible. If you can’t be of direct help,

recommend another contact or suggest an alternative route of action.· Always try to end on a positive note. Try to hold out some hope and, as mentioned

above, suggest an appropriate course of action if at all possible.

Language development

Exercise1. ReplyingWhen you are writing in answer you will probably use the first sentence of your letterto acknowledge the one you have received, There are several ways of doing this,perhaps the most common being:

Thank you for your letter.

Think of some other forms of written communication which could replace 'letter' inthe above sentence:Thank you for your (a) .

(b) .(c) .(d) .(e) .(f) .(g) .

96

Exercise 2. ToneAs we saw, letters can be formal or informal in tone. They can also be friendly orunfriendly! Instead of' thank you for your letter', we might use a more impersonal andless friendly beginning:

With reference to your letter ...

Use 'thank you for' and 'with reference to' to reply to the following, e.g.:I am writing to warn you ...With reference to your warning ...

(a) I wish to complain ...(b) I would like to apply ...(c) I am writing to request ...(d) I would like to inquire ...(e) I suggest ...(f) I enclose the information ...(g) We have pleasure in inviting you ...(h) This is to confirm ...(i) I would like to explain ...(j) Please be advised ...

Exercise 3. Restating purposeAnother method is to restate the purpose of the original letter. This helps the readerby making it necessary to look up the original. It would be particularly useful if youwere sending a copy to someone who did not see the original letter,e.g. I am writing to invite you to address our members ...

Thank you for your letter inviting me to address your members

Use the above formula to answer the following prompts:(a) I am writing to confirm the agreements for the fair ...(b) I would like to inform you of my opinions on the subject ...(c) I would like to inquire about the facilities you provide ...(d) This is to advise you that your book is ready for collection ...(e) You are cordially invited to the reception for Professor H. Stern ...

Exercise 4. Answering requestsWith reference to your request …. As requested ….

We may also comply with requests:attachdispatchenclosesend

Nounphrase

confirmWe are pleased to

informadvise

you that Verbphrase

97

advisinginforming

you

confirmingthat Noun

phraseWe havepleasure in

sendingremittingenclosingdispatchingattaching

Verbphrase

Also:Please find enclosed X

is enclosed

Write the opening lines of the letters complying with the following requests andreferring to what you have enclosed,e.g.: In accordance with your request for information about our cleaning services

we have pleasure in enclosing our current brochure.1. Please send us information about your cleaning services.2. I should be grateful to receive your current catalogue.3. I would be most helpful if you could send the brochure.4. We would welcome your views on this matter.5. Could you please send me your price list and prospectus?6. I should be glad to receive your quotation for this job.7. Perhaps you could let me have a copy of the statistics.8. If you could send the parcel soon, I would be most grateful.9. We would be interested in receiving the details of your courses.10. Kindly provide us with details of your charges

Exercise 5. Turning down requestsWe’d probably begin with: ‘With reference to your request…’ and continue with aphrase indicating polite and reluctant refusal:

We regretI am afraid

(to inform you) (that)

UnfortunatelyRegretfullySadly

we are out of stockwe are unable to helpthe product is unavailable

If you had to turn down the request but do not wish to discourage the inquirer, youmight write: “We regret to inform you…”

However, if we canhelpassistbe of assistance

in any other way, pleasedo not hesitate to contactus.

98

Write the opening lines of 5 letters apologizing for not meeting the followingrequests:(a) We should be grateful if you could send your 1999 catalogue.(b) We would welcome your advice on this difficult matter.(c) It would be most informative if you could include a copy of the statement.(d) Please be so kind as to include a free sample.

Whether meeting or politely refusing requests, it is common to end a letter of reply asfollows:

Should you

If you shouldrequire (any)

additionalfurthermoreother

assistanceinformationcopiesdatadetailsexplanationhelpmaterialsclassification

Please (do not hesitate to)

contactaskcallringphonewrite to

usme

Task 2 Practice Responding to Inquiries and Requests for InformationWrite an answer to the enquiry letter you wrote for the Task 1.

99

Unit 7 Letter of Complaint/Complaint(s) Letterand Apology Letter

Letter of Complaint/Complaint(s) LetterEffective complaints letters should be: concise,authoritative, factual, constructive, and friendly.Concise letters can be understood quickly.Authoritative letters – letters that are well writtenand professionally presented – have morecredibility and are taken seriously. Factual lettersenable the reader to see immediately the relevantdetails, dates, requirements, etc., and to justifyaction to resolve the complaint. Constructiveletters – with positive statements, suggestingpositive actions – encourage action and quicker decisions. Friendly letters – with aconsiderate, cooperative and complimentary tone – are prioritised because the readerwarms to the writer and wants to help. These complaints methods are based oncooperation, relationships, constructive problem-solving, and are thereforetransferable to phone and face-to-face complaints.

What are the tips and secrets of effective complaints letter writing?· write concise lettersWe all receive too many communications these days, especially letters. People incomplaints departments receive more letters than most, and cannot read every letterfully. The only letters that are read fully are the most concise, clear, compact letters.A concise letter of complaint must make its main point in less than five seconds. Thecomplaint letter may subsequently take a few more seconds to explain the situation,but first the main point must be understood in a few seconds.

Structuring the letter is important. Think in terms of the acronym PIA – Purpose,Information, Action. The complaint letter attempts to persuade the reader to take action.

Structure your letter so that you include a heading – which identifies the issue andname of product, service, person, location, with code or reference number if applicable.

Then state the simple facts, with relevant dates and details.Next state what you'd like to happen – a positive request for the reader to react to.Include also, (as a sign-off point is usually best), something complimentary about

the organization and/or its products, service, or people. For example: "I've long beena user of your products/services and up until now have always regarded you are anexcellent supplier/organization. I have every faith therefore that you will do what youcan to rectify this situation."

Even if you are very angry, it's always important to make a positive,complimentary comment. It will make the reader and the organization more inclinedto 'want' to help you.

If the situation is very complex with a lot of history, it's a good idea to keep theletter itself very short and concise, and then append or attach the details, in whatever

100

format is appropriate (photocopies, written notes, explanation, etc). This enables thereader of the letter to understand the main point of the complaint, and then to processit, without having to read twenty pages of history and detail.

· authoritative complaints letters have credibility and carry more weightAn authoritative letter is especially important for serious complaints or one with

significant financial implications. What makes a letter authoritative? Professionalpresentation, good grammar and spelling, firmness and clarity. Using sophisticatedwords (providing they are used correctly) – the language of a broadsheet newspaperrather than a tabloid – can also help to give your letter a more authoritativeimpression. What your letter looks like, its presentation, language and tone, can allhelp to establish your credibility – that you can be trusted and believed, that youknow your facts, and that you probably have a point.

When people read letters, rightly or wrongly they form an impression about thewriter, which can affect response and attitude. Writing a letter that creates anauthoritative impression is therefore helpful.

· complaints letters must include all the factsIn the organization concerned, you need someone at some stage to decide a course

of action in response to your letter that will resolve your complaint. For any complaintof reasonable significance, the solution will normally involve someone committingorganizational resources or cost. Where people commit resources or costs there needsto be proper accountability and justification. If there's insufficient justification, theinvestment needed to solve the problem cannot be committed. So ensure you providethe relevant facts, dates, names, and details, clearly. Make sure you include all thenecessary facts that will justify why your complaint should be resolved (according toyour suggestion assuming you make one).

But be brief and concise. Not chapter and verse. Just the key facts, especially datesand reference numbers. For example: "The above part number 1234 was delivered toxyz address on 00/00/00 date and developed abc fault on 00/00/00 date..."

· constructive letters and suggestions make complaints easier to resolveAccentuate the positive wherever possible. This means presenting things in a

positive light. Dealing with a whole load of negative statements is not easy foranyone, especially customer service staff, who'll be dealing with mostly negative andcritical communication all day. Be different by being positive and constructive. Statethe facts and then suggest what needs to be done to resolve matters. If the situation iscomplex, suggest that you'll be as flexible as you can in helping to arrive at a positiveoutcome. Say that you'd like to find a way forward, rather than terminate therelationship. If you tell them that you're taking your business elsewhere, and thatyou're never using them again, etc., then there's little incentive for them to look for agood outcome. If you give a very negative, final, 'unsavable' impression, they'll treatyou accordingly. Suppliers of all sorts work harder for people who stay loyal and areprepared to work through difficulties, rather than jump ship whenever there's aproblem. Many suppliers and organizations actually welcome complaints as

101

opportunities to improve. So it helps to be seen as a positive and constructivecustomer rather than a negative, critical one. It helps for your complaint to be seen asan opportunity to improve things, rather than an arena for confrontation and divorce.

· write letters with a friendly and complimentary toneIt may be surprising to some, but threatening people generally does not produce

good results. This applies whether you are writing, phoning or meeting face-to-face.A friendly complimentary approach encourages the other person to reciprocate –

they'll want to return your faith, build the relationship, and keep you as a loyalcustomer or user of their products or services. People like helping nice friendlypeople. People do not find it easy to help nasty people who attack them.

This is perhaps the most important rule of all when complaining. Be kind to peopleand they will be kind to you. Ask for their help – it's really so simple – and they willwant to help you.

In fact, complaints are best and quickest resolved if you take the view that it'snobody's fault. Attaching blame causes defensiveness – the barriers go up andconflict develops.

If you use phrases like – "I realise that mistakes happen..."; "I'm not blaminganyone...."; "I'm sure this is a rare problem...", your letter will be seen as friendly, non-threatening, and non-confrontational. This relaxes the person at the other end, and makesthem more inclined to help you, because you are obviously friendly and reasonable.

Where should you send letters of complaints?If the organization has a customer services department at their head office this is

the first place to start. The department will be geared up to dealing with complaintsletters, and your complaint should be processed quickly with the others they'll receivebecause that's the job of a customer services department. This is especially the casefor large organizations. Sending initial complaints letters to managing directors andCEO's will only be referred by their PA staff to the customer services departmentanyway, with the result of immediately alienating the customer services staff, becauseyou've 'gone over their heads'.

The trick of sending a copy letter to the CEO – and showing this on the letter tothe customer services department – is likely to have the same effect. Keep yourpowder dry until you need it.

You can generally find the address of the customer services department on (whereappropriate) product packaging, invoices, websites, and other advertising andcommunications materials produced by the organization concerned. Local branches,if applicable, will also have the details.

If your complaint is one which has not been satisfactorily resolved by the normalcustomer services or complaints department, then you should refer the matterupwards, and ultimately, when you've run out of patience, to the top – the companyCEO or MD.

The higher the level of the person you are writing to, the more need to make yourletter clear, concise, authoritative, etc. When referring complaints upwards alwaysattach copies of previous correspondence.

102

Complaint Letter Template

(use letterheaded paper showing home/business address and phone number)

name and address (of customer service department)

date

Dear Sir or Madam (or name)

heading with relevant reference numbers (e.g. Faulty (xyz) product)

(Optional, especially if writing to a named person) ask for the person's help, eg "I'dreally appreciate your help with this."

State facts of situation, including dates, names, reference numbers, but keep this veryconcise and brief (append details, history, photocopies if applicable, for example ifthe situation is very complex and has a long history). (e.g. I'm afraid that theenclosed (xyz) product doesn't work. It is the third one I've had to return this month(see attached correspondence). I bought it from ABC stores at Newtown, Big Countyon (date). I was careful to follow the instructions for use, honestly.)

(Optional, and normally worth including) state some positive things about yournormal experience with the organization concerned, for example: that you've no wishto go elsewhere and hope that a solution can be found; compliment any of theirpeople who have given good service; compliment their products and say thatnormally you are very happy with things. (e.g. Other than the three I've had to returnrecently, I've always found your products to be excellent.)

State your suggested solution. If the situation and solution is complex, state also thatyou'll be as flexible as you can to come to an agreed way forward. (e.g. I'd be gratefulif you could send a replacement and refund my postage (state amount)).

State that you look forward to hearing from them soon and that you appreciate theirhelp. (e.g. I really appreciate your help. )

Yours faithfully (if not sent to a named person) or sincerely (if sent to a named person)

Your signature

Your printed name (and title/position if applicable)

c.c. (plus names and organizations, if copying the letter to anyone)enc. (if enclosing something, such as packaging or attachments

103

Sample Complaint Letter

Fortune Goods317 Orchard RoadLos Angeles

13 November 2009

Attn: Mr David ChoiSales ManagerEverlong Batteries171 Choi Hung RoadHung HomHong Kong

Re. Order No. 768197

Dear Mr Choi:

I am writing to inform you that the goods we ordered from your company have notbeen supplied correctly.

On 6 November 2009 we placed an order with your firm for 12,000 ultra super long-life batteries. The consignment arrived yesterday but contained only 1,200 batteries.

This error put our firm in a difficult position, as we had to make some emergencypurchases to fulfil our commitments to all our customers. This caused us considerableinconvenience.

I am writing to ask you to please make up the shortfall immediately and to ensure thatsuch errors do not happen again. Otherwise, we may have to look elsewhere for oursupplies.

I look forward to hearing from you by return.

Yours sincerely

J. Brown

J. BrownPurchasing Officer

104

SummaryWriting a Complaint Letter…· include your name, address, and home and work phone numbers.· type your letter if possible. If it is handwritten, make sure it is neat and easy to

read.· make your letter brief and to the point. Include all important facts about your

purchase, including the date and place where you made the purchase and anyinformation you can give about the product or service such as serial or modelnumbers or specific type of service.

· remember, don't attempt to put every detail into the letter. Keep the letter concise,short and simple; use attachments, photocopies of previous correspondence,reports, etc., to provide the background. State exactly what you want done aboutthe problem and how long you are willing to wait to get it resolved. Be reasonable.

· include all documents regarding your problem. Be sure to send COPIES, notoriginals.

· avoid writing an angry, sarcastic, or threatening letter. The person reading yourletter probably was not responsible for your problem but may be very helpful inresolving it.

· keep a copy of the letter for your records.

Language DevelopmentThe Grammar of 'Complain'

Word Part of Speech Examples

to complain infinitive verb I would like to complain about your services.

complains third person verb He complains all the time.

complained past tense verb

Customers complained about our services lastyear.I complained to the customer servicerepresentative 2 weeks ago.

have complained present perfect verb Recently several customers have complainedabout this problem.

continuous verb Customers are complaining about our services.

adjective We value complaining customers because theyhelp us to improve.

complaining

gerund Complaining makes me feel better.

complaint noun I have received a complaint about our services.

105

compliant (meaning:obedient / co-operative) adjective The company is a compliant customer.

Notes: Prepositions:complain about + problem ( a noun or noun phrase); e.g. 'I would like to complain

about your services'.complain to + a person; e.g. 'I complained to the customer service representative'.complained of + a medical problem; e.g. 'He complained of not sleeping well'.complaint of + date the complaint was written; e.g. 'I received your complaint of 4

December 2007 '.complaint on + date the complaint was received; e.g. 'I received your complaint on 5

December 2007 '.complained that + clause; e.g. 'He complained that we had not answered his e-mails'.

Task 1. Read this situation and do the exercise which follows.

SituationYou are an administrator for Exhibitions International, a company which organizesbusiness exhibitions and trade fairs around the world. You have received thefollowing letter of complaint about your company's most recent exhibition.

Flat 303 Lucky Mansions856 Cheung Sha Wan RoadCheung Sha WanKowloon

3 December 2007

The Administrative OfficerExhibition ServicesExhibitions International33 Kadoorie AvenueKowloon

Dear Sir/Madam

I attended your exhibition Sound Systems 2007 at the Fortune Hotel (22-25 January) and found itinformative and interesting. Unfortunately, my enjoyment of the event was spoiled by a number oforganizational problems. I explain each of the problems below.

Firstly, I had difficulty in registering to attend the event. You set up an on-line registration facility, but Ifound the facility totally unworkable. Even after spending several wasted hours trying to register in thisway, the computer would not accept my application. I eventually succeeded in registering by faxing you.Secondly, the Sound Systems 2007 exhibition was held at one of Hong Kong's most prestigious hotels,but frankly the venue was better suited to a medium-sized business conference than to a large exhibitionopen by registration to the public. The lack of space led to serious overcrowding in the venue, particularlyat peak visiting times (i.e. lunch times and early evening). On one or two occasions I was also seriouslyconcerned about the physical safety of attendees.

The final point I want to make concerns product information. It is very enjoyable to see and test a rangeof excellent sound systems, but it is also important to be able to take away leaflets on interestingproducts, so that more research can be done before deciding which system to buy. However, by the time

106

I attended the exhibition all the leaflets had been taken.

Could I please ask you to look into these matters - not only on my behalf but also on behalf of otherattendees, and in fact on behalf of your company, too.

I look forward to hearing from you.

Yours faithfully

Michael LeungMichael Leung

Exercise Choose the correct option from the box:

complain complains complaining complained have complainedhas complained Complaints complaints Complaint complaint

Exhibitions International

MEMORANDUM To: Anne Kong, Director of Exhibition Services From: Kim Wong, Administrative Officer Date: 5 December 2007

Subject: Suggestions Arising from (1______) about Sound Systems Exhibition

1. IntroductionI am writing to inform you that recently some attendees (2______) about the Sounds Systems Exhibition,and to make some suggestions.

2. Problems, Causes & Suggestions2.1 RegistrationAttendees wrote to (3______) that the online registration facility did not work. There was a bug in theprogram, which has now been fixed. I suggest that we should do more testing next year.

2.2 VenueMany of the attendees who (4_____ ) said that the venue was too small. We underestimated the popularityof the exhibition. Next year we should book a bigger venue.

2.3 LeafletsThere were (5_____) that our exhibitors ran out of leaflets. We should ask them to print more next year.

2.4 Written (6) A number of attendees wrote to us (7_____) about these issues. To compensate them I would like to sendthem free VIP passes to next year's exhibition.

3. ActionWith your approval I will handle these (8_____) by implementing the above suggestions.

107

Test yourself: Complaint Letter

Chose the best variant.

1. Position of your address: a) right b) center c) left2. Position of date: a) above addresses b) between addresses c) below addresses3. Format of date: a) 12/6/2007 b) 6/12/2007 c) 6 December 20074. Salutation: a) Dear Sir or Madam b) Dear Wong, c) Dear J.Wong d) Dear Wong, J. e) Dear Mr.Wong5. Subject Heading Content: a) Please Improve Your Service b) Complaining about your Local Tour c) Complaining Regarding your Local Tour d) Complaining about Local Tour e) Your Local Tour6. Paragraph Style: a) block b) indented7. Paragraph 1, Sentence 1: a) I am writing to complain about the punctuality, quality and customer

service on your local tour of New Territories tourist attractions. b) Your tour of the New Territories was a disaster. c) I am writing to complain about a tour of the new Territories organized by

your company.8. Paragraph 2, Sentence 1: a) The food was disgusting and gave me and my family bad stomachs. I had to

take a day off work. b) After lunch my family and I did not feel well due to bad stomach pains. I

was forced to take sick leave next day, and I enclose a copy of the doctor'snote.

c) The lunch was horrible. Why didn't you book a decent restaurant?

108

9. Final Paragraph a) Thanks. b) I look forward to hearing from you. c) Thank you very much for your kind consideration.10. Sign off: a) Your sincerely, b) Regards,

Task 2. Practice writing Complaint Leters

1. You are a manager of Boryspil Airport Gift shop. You received this morningfifty RK 529 calculators without instruction manuals. Write a letter of complaintto Philip Benn, Customer Service Manager of ABC (22 Foundation Dr., New York,NY 10014). State that it is busy summer period and you need the instructionmanuals in a next few days. Use your name, address and write today’s date.

2. You have bought a printer online from printers.com. You have received theprinter you ordered, but it is very slow - it can only print ten pages per minute inblack and white, and six in colour. Write a letter to the company to complain.Tell them:

What the problem is. What you want them to do about it.3. You have bought a watch online from Avensis.com, but it stopped after she

swam with it on.4. The knife became blunt after only a month of use.5. The hotel was an hour's drive from the beach.6. The film was too long and very boring.7. The batteries died after a few hours.8. Our wooden floors have become dull.9. The goods we ordered have not been received yet.10. I purchased the camcorder only a month ago but the rewind button does not

function properly.11. You are a regular customer of a local restaurant. The last time you ate there,

however, you felt that the standards had dropped slightly. Write a letterexplaining why you were disappointed and suggesting what could be done toimprove the situation. You recently hired a car for a part of your holiday.However, there were several problems with the arrangements. Write a letter ofcomplaint to the manager/manageress explaining the problems and requestingcompensation.

12. You have noticed that students at your son's school are often left unattendeded.Write a letter of complaint to the headmaster and ask him to ensure that thesituation does not continue.

13. You recently travelled by coach and were very disappointed with the serviceprovided by the staff, and the delays you encountered. Write a letter to thecompany to complain and to demand compensation.

109

14. There was no lifeguard on duty at the public swimming pool – your childalmost drowned.

15. Your neighbour's dog barks at night - you can't sleep16. The hotel receptionist forgot to place your wake-up call - you overslept, missed

your flight and had to pay for another ticket.17. You found a piece of glass in a packet of frozen food - you nearly swallowed it.18. The TV guide always has inaccuracies concerning dates and times -you can't be

sure what programmes will be shown.19. The birthday cake you ordered wasn't delivered on time - the children were

extremely disappointed.20. You are the manager of a supermarket which is losing customers because the

employees of the company next can't park their cars in the supermarket parkingarea. Write a letter of complain to the company and suggest what should bedone.

21. The nonalergic mascara you bought made your eyes water.

Apology LetterWriting an apology letter takes a lot of hard thinking about your's and other's

feelings. When you go to apologize to someone you want to make sure that yousay/write the right words to satisfy that person's emotions. Sometimes it is hard for usto accept an apology from others; that's why when writing this type of letter, it is veryimportant that you prove to this person that every word you say comes from your heartand is really meant to be accepted. (In other words, you really mean what you say.)

Another important step is to let the reader know your point in the letter or thereason for deciding to write them this letter. (For example: The reason I write thisletter to you Bill is because...) This tells the reader that you are about to make astrong point. In this step you want to make sure that the reader understands what thepoint is, and/or what it is that you are striving for. (For example: I want you tounderstand that this is to save our friendship...)

The next thing that needs to be acknowledged is not only what the problem is buthow to solve it. Let the reader know that you were wrong and that you are sorry.What can you do to make it up to that individual? Then you wait for a strong reply.At this point you should be able to tell whether or not you have made the rightdecision. (Do you feel you have done the right thing?)

Tips· Your response needs to be sympathetic, but also needs to reflect the responsibility

and accountability that your organisation bears in relation to the complaint.Remember that the writer of the complaint letter, is another human being, trying todo the best they can, with the same pressures and challenges that you have.

· Respect the other person. Focus on the issues and solutions, not the personality orthe emotion. You should therefore always demonstrate a willingness, and the

110

capability, to understand a customer's feelings and situation, whether or not youactually agree with their stand-point. The demonstration of empathicunderstanding goes a long way towards soothing a customer's anger anddisappointment, even if you are unable to provide a response which fully meetstheir expectations or their initial demands.

· Use phrases like, "Oh dear, I understand that must be very upsetting for you," ratherthan "Yes, I agree, you've been badly treated." You can understand withoutnecessarily agreeing. There is a difference, moreover, angry and upset people needmainly to be understood.

· Be careful about accepting liability if you have no guideline or policy enablingyou to do so, and in any event, wherever you perceive potentially significantliability could exist, delay any decision or commitment until seeking advice froma person in suitable authority.

· Always try to speak to people on the phone – even if you're writing a letter –make contact by phone as well. Voice contact is so much more reliable andeffective when trying to diffuse conflict and rebuild trust.

· Before you send anything – read it back to yourself and ask, "What would I thinkif I received this? How would I feel?" If your answers are less than positive youshould re-write the letter.

· Before sending any response letter ensure that you satisfy yourself that you areoperating within your organisation's guidelines covering service levels, remedialaction, compensation and acceptance of liability or blame.

· In dealing with complains of any sort, take heart from the fact that customerswhose complaints are satisfactorily resolved, become even more loyal thanthey were before the complaint arose.

111

Apology Letter Template

Your Contact Information:Your NameYour AddressYour City, State, Zip CodeYour Phone NumberYour Email Address

Date

Business Contact Information:NameTitleOrganizationAddressCity, State, Zip Code

Salutation:Dear Mr./Ms. Last Name,

First Paragraph:The first paragraph of your letter should state what you are apologizing for, give asmuch detail about the situation as possible and take full responsibility.

Middle Paragraph:Explain your role in the situation and ask for forgiveness. Promise that it won’thappen again, and if applicable, what steps were implemented to prevent the problemfrom occurring again.

Final Paragraph:Again, apologize for the inconvenience. If possible provide a form of restitution suchas a discount on the current or future transaction.

Complimentary Close:Respectfully yours,

Signature:

Handwritten Signature

Typed NameTyped Title

112

Sample Apology Letter

5925 Crystal Springs RdDouglasville, GA 30134

May 2, 2009

Mr. James Vogel2232 Ridge RoadHiram, GA 30141

Dear Mr. Vogel:

Thank you for your letter of May1. 2009.

Please accept our apologies for the recent problems you had regarding our lawnservice. We recently converted to a new scheduling system, and experiencedproblems with the software. The vendor has since applied a patch, and our systemsare now 100% functional. Our team will be out early next week to perform the workrequested.

We have applied a 10% discount on your order, and again apologize for anyinconvenience this may have caused you.

Sincerely,

Signature

Charile CroninCustomer Serivce Manager

Task 3. PracticeYou received a complaint letter (see Task 2.) Write an answer. Apologize for themistake in delivery. State that that was due to an error in packing. Promice to offer adiscount of 5% off the next order. Thank your customer for his/her patience andexpress your hope to receive the next order.

113

Unit 8 FaxDespite the widespread use of emails today, the fax still remains a preferred means ofcommunication for various business functions in a large number of cultures throughoutthe world, faxes are sent in numerous situations - to place and confirm orders/bookings, make and answer enquiries, request and confirm payment, request action,give orders, etc Faxes are also used to send documents such as fliers, prospectuses,,invoices, order forms and other business documents. In many cases, documents arefaxed first to save time, and tlie original and /or legal document is sent by post later.

LayoutWhen writing faxes, you should follow the standard format The fax given belowshows where the following different components should appear on the page (thoughb-f may be in a different order).

a letterheadb name of the person/people who willc receive the fax c name of the person /people sending thed faxe sender's fax number e datef total number of pagesg openingh body of the faxi closingj signature

Language stylesFaxes can be formal or semi-formal depending on their context and form. They cantake the form of business letters or emails, or be in note form like memos. The styleof language used should be adapted to each situation.

Important Language to Remember· Placing orders and bookings We wish to place an order for/ to book... Thank you for sending the order for... Please let me know by return fax if you can meet our order/accept our booking. We look forward to receiving your acknowledgement/ shipment /confirmation.· Confirming orders and bookings Thank you for your order no. 000/ booking dated 5th March... Your order/ booking is receiving our immediate attention. We trust the quality of our products will meet with your requirements ...· Making requests and enquiries

We would be interested in hearning more about your products. Would you mind faxing us your latest price list? Could you send us,. by fax, your conditions and terms of payment.· Giving information and answering enquires

We thank you for your enquiry.

114

In accordance with your request for information... We are happy to fax you the information you require. Please find herewith the required price list. After much reflection and discussion, we have decided to do the following...· Requesting action

Cancel...Send…

Make arrangements for...

Sample Fax

a

bcdef

g

h

i

j

Central Hotel194 Eastern AvenueLondon, WC1 4AT ■

Tel: 020 796301

Fax Transmission

TO: Christopher Hardy, PAFROM: Lynda Mattel, Purchasing ManagerFAX NUMBER: 020 755660DATE: Wednesday, 3rd AprilNUMBER OF PAGES: (including this): 3

Dear Christopher,

Thank you for your fax and thank you for looking after things so well while I'mout of die office.

I’ve decided to stay on an extra day to catch another fashion show and I’d likeyou to do the following:· Cancel tomorrow's taxi and arrange for one same time Friday morning.· Send reminders about Friday afternoon's Product Managers' meeting to all

participants.· Photocopy one copy of the attached price list and catalogue for each participant.· Contact Jeff Murrey from Finance and ask him if he can come. Tell him Fm

bringing samples and prices of the new lines I think we should buy.· Email Mr Cameron and explain why I'm coming back a day late.

See you Friday around 10am.

Regards

Lynda Martel

115

Language developmentExercise 1. FaxesChoose the best variant (a, b, c or d) to complete the sentences.1. Our fax machine is ........., could you please mail us a hardcopy instead? a. under b. over c. down d. up2. Did you receive the fax I ......... you this morning? a. mailed b. sent c. e-mailed d. gave3. I did not receive your fax. Are you sure you ......... the right number? a. typed b. pushed c. touched d. dialed4. The ......... should note who the fax is to, who it is from, the fax number, the

number of pages and what the fax is regarding. a. cover sheet b. first page c. message page d. blank sheet5. Load all documents to be faxed ......... up in the fax tray. a. face b. top c. head d. foot6. Always write a short ......... to explain what the fax is for and who it should go to. a. memory b. memo c. observation d. announcement7. I prefer e-mail ......... fax machines because it is so much less complicated. a. instead b. than c. to d. of8. I would rather just send e-mails ......... because it is easier. a. from now after c. from now and later b. from now and forward d. from now on9. If you want to submit a document that contains a ......... a fax might be better

than an e-mail. a. sign b. signature c. handwriting d. signet10. Push the start button to send the fax, then watch to make sure the paper .........

through right and does not get wadded up. a. slides b. moves c. feeds d. passes

Exercise 2. Sending a faxJanet Cooper wants to go to Spain on holiday with her family. She decides to fax thereceptionist at the Hotel Plaza in Alicante to see if they have the accommodation sherequires.

1. Look at the information below and fill in the first part of Janet’s fax. The codefor Spain from the UK is 00 34.

2. Write out the words of Janet’s fax message in the correct order.

116

HOTEL PLAZAThis Luxury hotel is situated on

the water’s edge of one of the mostbeautiful beaches in Spain.

_________________For reservations and enquiries:

PHONE (6) 527 21 56FAX (6) 527 15 02

Janet and Peter Cooper8 fast LaneChesswood

Hertz WD5 8 QR

tel 01923 284908fax 01923 285446

4 JuneDear Lynette,It was lovely to see…

Love,Janet

FAX TRANSMISSIONFromToFor attentionof

______________________________________________________

Page 1 ofDateTo fax noFrom fax no

________________________________________________________________________

Message

a) rooms / hotel / I / to / some / would / like / reserve / at / yourb) in / 28 July / We / on / Alicante / are / arrivingc) ten / hope / stay / to / We / for / nights / leaving / 7 August / ond) and / husband / like / room / I / My / double / balcony / a / would / with /

preferably / ae) require / Our / a / two / teenage / twin / daughters / roomf) are / all / en-suite / that / We / understand / your / bedroomsg) you / this / confirm / Could/h) a / sea view / possible / Is / have / it / rooms / to / with?i) Available / if / me / let / you / Please / for / know / have / dates / these / roomsj) Grateful / if / I / be / would / also / me / you / could / tell / room / each / price / the

/ ofk) From / I / forward / look / you / to / hearing

Yours faithfully

Janet Cooper

Janet Cooper

117

Task 1. PracticeYou are a receptionist at the hotel. Write a reply to Janet (Exercise 2) by fax.- Thank her for her inquiry.- Say you are pleased to confirm her reservation for the rooms she wants, and for

the dates she wants.- Tell her that all rooms have an en-suite bathroom, and all the rooms have a sea

view.- The rooms are 21,000 pesetas per room per night.- End the fax saying that you look forward to welcoming her and her family to your

hotel.- Finish with Yours sincerely, Reception.

118

Unit 9 E-mailEmail is one of the most commonly-used forms of communication in the internationalbusiness world It is used extensively within companies to circulate information, requests,results, instructions, recommendations, minutes of meetings, etc Email is an effective,rapid and relatively cheap means of communicating with customers and suppliers, bothnationally and internationally. Because of the brevity, rapidity and relative informality ofemails, it is important to check that all information has been given and that the tone isappropriate.

LayoutThe emails given below show where the following different components appear (thougha-g may be in a different order depending on the system being used).a name of the person sending the emailb name of the person / people the email is addressed toc person / people who will also receive the mail though it is not addressed directly to

themd person /people who will receive a copy without other people knowinge date (and time) f information about the content of the emailf files, documents, etc sent separately rather than included in the actual message or

body of the emailg openingh body of the emaili closingj name and job title

Language stylesEmails are usually shorter than other forms of communication and the language issimple and concise.The tone for emails to superiors or people outside the company should be formal. But 'in-house' emails between colleagues can be semi-formal.When replying to mails, it is important not to reply simply 'yes' or 'no' to questionswithout referring back to the question and not to use pronouns out of context. However,if returning the sender's email with your reply, by using ‘Reply’, the sender will have theiroriginal to refer to.

Important Language to Remember and Notations· Opening and closing For semi-formal emails. Hello and Hi are common openings and Best wishes or All

the best are often used to close. When writing to several people, you can address the group, e.g. Dear Project

Managers Format emails, like letters, start with Dear ir/Madam or Dear Mr/Ms X and close

with Yours sincerely or Yours faithfully as appropriate.· Exchanging information

119

Are you going to Tuesday's Production meeting at 10am? Couidyou mail me the sales figwes for last month by 4pm? Here is the brochure on the new product you asked for (see attachment). I'm sending you the board's recommendations with this mail. Please note that today's appraisal meetings have been cancelled. They will be

rescheduled for the same times next Monday. Just to let you know, I sent the attached minutes of Tuesday's Production meeting

to all the participants.· Replying to emails

Thank you for your mail. I got your mail, thanks. Sorry I didn't get back to you yesterday but.. Yes, I will fee at the Production meeting at 10am Tuesday. Thanks for the information about the appraisal meetings. I’ll make a note of it.

Sample emailsFormal

abcdefg

From:To:Cc:

Bcc:Sent:

Subject: Re:Attachment:

Sarah BatesTom PetersonAlan Hickson, Production ManagerKatia Belmondo, Managing Director12 January 200_ 14:54Request for dispatch confirmationInvoice doc

h

i

jk

Dear Mr Peterson

Thank you for your mail. I haw checked with Mr Hickson, our ProductionManager, and I can confirm that the 200 cases you ordered left our warehouseyesterday and should arrive at their destination by tomorrow at the latest.Please let me know if there is any delay.I am sending a copy of the invoice as requested, in the attached file.

Yours sincerelySarah BatesPersonal Assistant

120

From:To:Cc:

Bcc:Sent:

Subject: Re:Attachment:

Pierre Bernard, Sales ManagerJack Wood, Sally Maryfield, Jeffrey PotterCharleas Baker, Senior Accountant

15 November 200. 09-32Congratulations to the Sales Team

Hi Team

I'm sure you will all agree that the annual Sales meeting was a great success.This was clearly due to the excellent organisation involved and I thank you forall your hard work.As you know, we are still watting for the final figures from some of ourregional sales reps but it looks very likely that we will exceed our targets inevery area. So, well done.To show her appreciation, Ms Belrnondo has instructed the AccountsDepariment to award you all an extra 5% bonus.Keep up the good work!

Best wishes

Pierre

Language DevelopmentTask 1. Practice

Find an answer to one of these questions given by tour teacher and send him/her an e-mail with your answer to the address provided by your teacher. Receive an answerfrom your teacher (it may have some corrections or an approvement).Be ready to present your answer in class.

Email Workshop Questions1. What is email? What do you need to be able to use email service?2. How is email different from letters? (List at least 10 differences)3. What are advantages (list at least 3 of them) and disadvantages (list at least 3 of

them) of using email? Give reasons.4. When should you send business email? When is it not advisable to send email at

all? Give reasons.5. Look at the following fields of an email head and explain what they mean and

what sort of information should be written in them.

121

6. Is layout important in email? Do spelling and grammar matter in email? Givereasons.

7. We read differently from screens and must write differently for them. Give at list5 tips for good web writing and comment them.

8. What is a good email program? Give a brief description of each of them.9. What is a signature block? When is it important? What should it include?10. What is Netiquette? What are its main rules?11. What can you attach to your email? Why is it suggested to avoid attachments?

Give reasons.12. What is the "reply" button? Why should you use it?13. What are emoticons and smileys? (give some examples) Can they be used in

business email? Give reasons.14. What is email spam? What anti-spam techniques are suggested for use to avoid

receiving email spam?15. How should you process your inbox?

122

Unit 10 MemoBefore reading the given information, answer these questions.1 What is a memo?2 When are memos usually sent?3 To whom are memos sent?4 Where is the date usually placed?5 Do memos have a salutation?6 Do memos have complementary closings?7 How many topics does a memo normally deal with?8 Where is the subject line and how is it differentiated from other parts of memo?9 What is the average length of a memo?10 Where should you place the most important information?11 Who should you consider when writing a memo?12 Should you consider what the reader already knows about the subject?13 Should the language in a memo be formal or informal?14 What are things to consider in the ‘look’ of your memo?15 Should memos always be written in longhand?

Now find answers to these questions.

The word memorandum, or memo for short, originally meant a reminder orconfirmation. Memos are considered to be official documents in most organizations.It is a very common form of business communication used for a wide variety ofmessages exchanged between people working in the same organisation. A memousually focuses on only one specific topic, as in the following examples:· Conveying information Reporting back the minutes of meetings or summaries

of brainstorming sessions· Requesting information Asking employees to send in requests for the use of

office parking spaces· Giving instructions Telling employees to display identity badges when entering

the building· Recommending options Informing people in the company of decisions reached

on the best way to solve a company dilemma and recommending that theseoptions be implemented

Memos are often read by many people. Many memos are written to large groups ofpeople within an organization. Some memos are written to only one person but arepassed along (“forwarded”) to other people in the organization who need theinformation.

LayoutWhen writing memos, you should follow the standard format. The memo belowshows where the following different components should appear on the page.The heading segment follows this general format:a DATE:date (complete and current date)

123

b TO: name of the person / people the memo is addressed toc FROM: name of the person / people sending the memod SUBJECT:information about the content of the memoOpening segmente introduction to the subject matterInformation segmentf main pointsg conclusion, often recommending the action to be takenClosing segmenth closing, which can be the name or initials of the person sending the memo

Language stylesAlthough styles vary across cultures and organisations, there are basic rules to memowriting.The opening is more direct and less formal than in a letter or email, with no greetingsuch as Dear... and memos usually start with the introduction to the main points. Theclosing is generally just the initials of the sender.Memos are less formal than business letters so the tone is neutral and the languagesimple.Sentences are usually short and clear, but not brisk and bossy.Memos often conclude with a request for action.

Tips· State the most important points first, then move on to the details.· Be specific and brief in every heading so that the basic point of your memo is

apparent to the reader right away.· Include only as much information as necessary for the reader; be concise but

convincing that the problem or issue does exist and needs to be assessed.· Feel free to include lists, charts, and graphs at the end of the memo to help the

reader better understand the topic. Make sure to add a notation of how theattachments are relevant.

· The reader can understand the memo better if you use headings for the differentsegments of the memo.

· Write short headings that clarify the content of each category. For example, instead ofstating "opening", write "Ant problem in the office".

· Always address the reader by his or her correct name; do not use nicknames.· When constructing the heading, be sure to double space between sections and

align the text.· When writing the opening segment, if you are having trouble describing what

you are doing to solve the problem (the task statement), consider whether youhave clarified the situation.

· When writing the opening segment, include only as much information as is needed,while still being convincing that a real problem exists.

· When writing the discussion segment, begin the discussion with the informationthat is most important.

124

· When writing the discussion segment, start with the most general informationand move to specific or supporting facts.

· When writing the closing, be sure to consider how the reader will benefit from thedesired actions and how you can make those actions easier. You might say, "I will beglad to discuss these recommendations with you later on and follow through on anydecisions you make."

· When using attachments, be sure to refer to your attachments in your memo andadd a notation about what is attached below your closing.

· Get personal: Use words like I, you, and we. To initiate action, write in theactive, not the passive voice.

· Be conversational: Write the way you talk and do not be afraid to use contractions.· Don’t show off: Avoid scholarly words, technical jargon, and just plain

gibberish like "as per your request" when you simply mean "here’s what youwanted". Such language may easily confuse readers.

· Check for errors: If there is an error in a memo, it will probably be in names,dates or numbers.

· Don’t give too many whys: It’s important to explain why you want somethingdone, but don’t overdo it.

· Keep paragraphs short: Limit each paragraph to five lines or less.· Close with a call to action: If there is something you want the reader to do by a

particular time, say so.

Important Language to Remember· Giving information You will be happy to hear... I am /We are delighted to inform you... We wish to inform you...· Requesting information

I would like to have... Could you give me... Would you send me...· Giving instructions Please ... We/1 kindly request... I/We want...· Recommending options I/We recommend that... I/Wefeelitisbestto... Having considered all the alternatives, 1/ we I suggest...· Requesting action Do... Write... Phone...

125

Sample Memo

abcd

e

f

g

h

Qualcom Industries

MEMO

DATE 9th JuneTO All Marketing staffFROM Alan Stewart, Marketing ManagerSUBJECT New product launch

I am delighted to inform you that the Finance Committee has approved thenew product plans. We need to get moving ASAP on the marketing campaign.

· Could you send me all the present market research data on the identifiedtarget.

· I recommend we set up focus groups for more up-to-date data.· I would like to see a selection of proposed brand names by the end of this

week.· The creative team must have a proposal for a print media and TV

campaign by the end of this month.· We need to finalise and make decisions at the next meeting early next

month.

Make this project an urgent priority. The team must meet the above deadlines.

A.S.

Language DevelopmentTask 1. Memo writing practice - 1Read the following dialogue. Write a memo according to the given format.

TO: _____________________________________FROM: __________________________________DATE: ___________________________________SUBJECT: _______________________________

126

Leslie: Hello?Cameron: Hi, is this Leslie?Leslie: Yes. Who's this?Cameron: It's Cameron here. Is Maria in?Leslie: No, she just stepped out for a moment. Can I take a message?Cameron: Yes, thanks. Could you ask her to meet me at the Capitol 4 movie

theatre at 7 pm tonight?Leslie: Sure. Just let me write that down. Oh Cameron. Could you hold for a

second? I have to take another call.Cameron: No problem.Leslie: Hi. Sorry about that. Now could you please repeat that information?

I didn't have a pen handy.Cameron: Sure. It's the Capitol 4 theatre at 7 o'clock.Leslie: Okay, I've got it. Is there anything else?Cameron: No, that's all.Leslie: Okay. Uh-oh, there's my other line again. I'd better run.Cameron: Okay, thanks again. Bye for now.Leslie: Bye Bye.

Task 2. Memo writing practice - 2Read the situation below. Then, following the writing guideline, write a memo.

SituationThe company you work for has decided to remodel its offices during the Christmasholidays when the employees are on vacation.Before it undertakes this expensive and major change, management would like tohave the employees’ opinion on factors that make them feel more comfortable in theirwork environment. A questionnaire has been designed specifically for the employees.Management feels that the responses will help them better plan according toemployees’ real work needs and habits.It is important that the information be received by October 15 so that the engineersand architects can begin their blueprints.The questionnaire should be returned to the director of personnel or dropped into thebox next to the elevators.It’s your responsibility to send a memo announcing this project to the employees.

Write a memo according to the given format.

TO: _____________________________________FROM: __________________________________DATE: ___________________________________SUBJECT: _______________________________

127

Module 3 Business Plan

A business plan is a formal statement of a set of business goals, the reasons why theyare believed attainable, and the plan for reaching those goals. It may also containbackground information about the organization or team attempting to reach thosegoals.A business plan is a necessity, if you are seeking bank financing for your newbusiness. Banks have a vested interest in ensuring that, when you approach them,your business plan includes the information they need to make a decision onfinancing your project.

Writing your Business PlanWhat should be included in a business plan?Although business plans vary in terms of length and scope, all successful businessplans contain common elements. Here are the ones that should be included in anybusiness plan.

The Executive Summary (Business Description)The executive summary is an overview of the key points contained in your businessplan and is often considered the most important section. Positioned at the front of theplan, it is usually the first section that a potential investor or lender will read, andmay well be the only section to be read, if it is not properly prepared. This importantsummary should:

· include highlights from each of the other sections to explain the basics of yourbusiness

· be sufficiently interesting to motivate the reader to continue reading the rest ofyour business plan

· be short and concise - no more than two pages longAlthough the executive summary is the first section of the plan, you should write itlast.

Identifying your Business OpportunityThis section of your business plan must clearly describe what your business is allabout, that is, its products and/or services, and your vision for the business. It shouldinclude:

· who you are· what you do· what you have to offer· the market you want to address

Remember that the person reading the plan may not understand your business and itsproducts, services or processes as well as you do; so, try to avoid jargon. It's a goodidea to get someone who is not involved in the business to read this section of yourplan to make sure they can understand it.You should indicate:

128

· if this is a new business venture, the purchase of an existing business or theexpansion of an existing business

· the industry sector your business is in· the uniqueness of your product or service· the advantages your business has over your competition· the vision and main objectives of your business· your legal business structure (sole proprietorship, partnership, corporation)

Also include the date the business was registered/incorporated, the name of thebusiness, its address and all contact information.

Marketing and Sales Strategy of a Business PlanThis section of your business plan should describe the specific activities you intend touse to promote and sell your product or service. A strong sales and marketing sectiondemonstrates you have a clear idea of how you will get your product or service tomarket and should answer the following questions for the reader:

· Who are your customers? Do some research and include details of customerswho have shown an interest in your product or service. Describe how you aregoing to promote yourself to potential customers to let them know yourbusiness exist.

· How are you going to reach your customers? You should know your customersand the best method by which to reach them. Research will help you identifythe most effective way to reach your selected audience, whether it is throughthe Internet, over the telephone or by in-person contact.

Who is your competition? Once you understand who your competition is, you need toresearch their strengths and weaknesses, and use this information to assess potentialopportunities and threats to your business.

· How are you going to position your product or service? Describe what makesyour product or service unique to the market you are trying to break into.

· How are you going to price your product or service? Outline your pricingstrategy, including incentives, bulk pricing, loyalty incentives and/or groupsales.

To learn more about effective marketing and promotion techniques, see thesedocuments:

· Marketing basicsBrush up on key marketing concepts, learn how to develop a marketing plan,and assess strategic marketing options for your company.

· Promoting and advertising your businessLearn how to use advertising and other promotional techniques effectively.

Your TeamThis section addresses the people working in your business and how you plan tomanage your business. Include:

· a brief organizational layout or chart of the business;· biographies of the managers (including yourself)· who does what, with a brief job description of each position

129

· the needed skills of each position· any other relevant information related to personnel

Don’t underestimate the importance of this part of your plan. Investors need to knowthat you and your staff have the necessary balance of skills, drive and experience toenable your business to succeed. It is also advisable to outline any recruitment ortraining plans, including time scales and costs.

OperationsThis section of your business plan should outline your operational requirements,including your day-to-day requirements, facility requirements, managementinformation systems and information technology requirements, and any plannedimprovements.Things to include:

· Day-to-day operations – provide a general description of the day-to-dayoperations of the business, such as hours of operation, days open, seasonalityof business, suppliers and their credit terms, and so on.

· Facility requirements – identify your requirements in terms of size andlocation. Include any related documents in the appendix of your business plan,such as lease agreements or supplier quotations. Detail any specialrequirements associated with the facility and include any licensingdocumentation in your appendix.

· Management information systems – indicate how you plan to control stock,manage accounts, control quality and track your customers.

· Information technology (IT) requirements – identify the IT systems you will beusing for your business. As this is a key factor for most businesses, indicate ifyou are using a consultant or IT support service and outline any planned ITdevelopments.

· Management and Operations· E-Business· Programs and resources to help you do business over the Internet.

Financial Forecasts of a Business PlanThis section of your business plan essentially turns your plans into numbers. As partof any business plan, you will need to provide financial projections for your business.Your forecasts should run for the next three to five years. However, the first 12months' forecasts should have the most details, including assumptions both in termsof costs and revenues, so investors can clearly see your thinking behind the numbers.Your financial forecasts should include:

· cash flow statements – this is a cash balance and monthly cash flow pattern forthe first 12-18 months. It includes working capital, salaries and sales

· profit and loss forecast – this is the level of profit you expect to make, givenyour projected sales, the costs of providing goods and services, and youroverhead costs

· sales forecast – this is the amount of money you expect from sales of yourproduct and/or service

130

Things to consider:· How much capital do you need, if you are seeking external funding?· What security can you offer to lenders?· How do you plan to repay any borrowings?· What are your sources of revenue and income?· Forecasts should cover a range of scenarios.· Review risks and develop contingency plans to offset the risks.· Review industry benchmarks/averages for your type of business.· Managing your finances

Resources to help you understand financial concepts and learn about tasks likebudgeting, financial analysis and bookkeeping.

· Performance PlusFind out how your firm measures up to comparable small businesses withinyour industry.

Other Useful InformationThe following sections are not always required, but will certainly enhance anybusiness plan:

· Implementation Plan – this section lists estimated dates of completion fordifferent aspects of your business plan, targets for your business andmilestones.

· Appendices – these should include different supporting materials, such as anylicences and permits, agreements, contracts and other documentation thatsupport your business plan.

Business plan template you can find using the following address:http://www.canadabusiness.ca/eng/

SummaryBusiness plans are decision-making tools. There is no fixed content for a

business plan. Rather the content and format of the business plan is determined by thegoals and audience. A business plan should contain whatever information is neededto decide whether or not to pursue a goal.

For example, a business plan for a non-profit might discuss the fit between thebusiness plan and the organization’s mission. Banks are quite concerned aboutdefaults, so a business plan for a bank loan will build a convincing case for theorganization’s ability to repay the loan. Venture capitalists are primarily concernedabout initial investment, feasibility, and exit valuation. A business plan for a projectrequiring equity financing will need to explain why current resources, upcominggrowth opportunities, and sustainable competitive advantage will lead to a high exitvaluation.

Preparing a business plan draws on a wide range of knowledge from manydifferent business disciplines: finance, human resource management, intellectualproperty management, supply chain management, operations management, and

131

marketing, among others. It can be helpful to view the business plan as a collection ofsub-plans, one for each of the main business disciplines.

A good business plan can help to make a good business credible,understandable, and attractive to someone who is unfamiliar with the business.Writing a good business plan can’t guarantee success, but it can go a long waytoward reducing the odds of failure.

Typical structure for a business plan· cover page and table of contents· executive summary· business description· business environment analysis· industry background· competitive analysis· market analysis· marketing plan· operations plan· management summary· financial plan· attachments and milestone

132

Module 4 Contract

Unit 1. Contract and its Features

Essential Clauses of ContractBy law contracts are made by Ukrainian foreign trade organisations in writing.

When striking a deal standard contracts and widely used. Standard contracts are not amust. Some articles may be altered and supplemented.

Here are some of the items which are part and parcel of any contract: legal titleof the contracting parties, subject of the contract, quality, price, delivery and paymentterms.

SubjectThis section names the product for sale or purchase. It also indicates the unit of

measure generally employed in foreign trade for specific commodities. Contracts forbulk cargo contain a stipulation 'about' or 'plus or minus... per cent', denoting thepermitted quantity tolerance.

QualityThe quality of machines and equipment is to be in conformity with the technical

specification of the contract.The quality of raw materials and foodstuffs is determined, as a rule,by standardsby sampleby description.

PriceThe price stated in a contract may be firm, fixed or sliding.

Firm price. Firm prices are not subject to change in the course of the fulfillment ofthe contract.

Fixed price. It is the price governing in the market on the day of delivery or for agiven period.

Sliding prices. These prices are quoted for machinery and equipment which require along period of delivery.

Vocabularyessential clauses істотні умови контрактуstrike a deal укласти угодуstandard contract типовий контрактpart and parcel невід'ємна частинаlegal title юридичне найменуванняcontracting parties сторони, що домовляютьсяunit of measure одиниця вимірювання

133

commodity товарtolerance допустиме відхиленняstipulation умоваbulk cargo насипний або наливний вантажin conformity with відповідно доby sample за зразкомquote a price призначати цінуsubject to який підлягає чомусьfirm prices тверді ціниfixed prices фіксовані ціниsliding prices ковзаючі ціни

Questions1. Why are standard contracts widely used?2. What are the essential items of a contract?3. What information is contained in different contract?4. How is quality determined in a contract?5. What sort of prices may be indicated in a contract?

PaymentA cheque is a written order to a Bank given and signed by someone who has

money deposited there to pay a certain amount mentioned in the cheque to a personnamed on it.

In the place of the cheque system Banks provide an international system of BankTransfers. The Seller gives TT or mail remittance terms to a Buyer when he is atrusted customer or agent. It involves risk as the Seller ships goods without anyassurance of getting payment.

Draft.Moscow,_______19__ ________ON ___PAY AGAINST THIS BILL OF EXCHANGE TO THE ORDER OF

THE BANK FOR FOREIGN ECONOMIC AFFAIRS OF THE RUSSIA,

134

MOSCOW, THE SUM OF _____________________________ONLY FOR VALUERECEIVED.

To________________________ Vsesojuznoje Objedinenije_____________

Like a cheque, a draft is an order to pay. It is made out by an exporter andpresented to the importer. It is also called a bill of exchange. A sight draft is a billwhich is paid immediately on presentation. A bill to be paid at a later date is called aterm draft. There are 30-day, 60-, 90- and 120-day drafts.

A very usefull method is to attach the shipping documents (the Bill of Lading,the Insurance Policy and the Invoice) to the Draft and hand them to the Bank forcollection. The documents can be handed over to the Buyer either against payment(D.P. – Documents against Payment) or against acceptance of the Draft (D.A. –Documents against Acceptance). D.P. refers to sight drafts. D.A. refers to term drafts.

A sight draft does not require acceptance. A term draft must be necessarilyaccepted. The drawee writes "Accepted" across it and signs his name.

The draft is then returned to the Seller, who can hold it until maturity.This method of payment involves risk to the exporter or his bank as it may

happen that a draft is not honoured when it is due.The shipper has full protection when drafts are presented against L/C. With a

letter of credit, at least when it is confirmed and irrevocable, the payment isguaranteed.

The Bank at the Sellers' end guarantees payment in case the opener of the creditdefaults. Besides, the credit cannot be cancelled before the expiry date.

A revolving letter of credit is a special type, the value of which is constantlymade up to a given limit after each shipment, thus saving charges on multiple lettersof credit.

Vocabularycheque (Br.E), check (Am.E.) чекto deposit вносити гроші на зберігання в банкtelegraphic transfer (TT) телеграфний переказmail remittance поштовий переказcustomer покупець, клієнт, замовникbill of exchange/draft вексель, траттаmake out a document складати документsight draft тратта на пред'явникаterm draft тратта з оплатою в кінці обумовленого

періодуbill of lading коносамент (розписка капітана судна, що

підтверджує прийом вантажу наборт)

135

insurance policy страховий поліс (документ, що міститьумови договору морськогострахування)

invoice рахунокacceptance акцепт, згода на оплату грошових і

товарних документівaccepted «акцептується», - напис на векселіhonour a draft акцептувати траттуdrawee трасат (особа, на яку виставлена тратта)maturity термін боргового зобов'язанняdefault несплатаcancel анулювати, відміняти, розриватиletter of credit акредитив (доручення банку покупця банку

постачальника здіснювати оплатурахунків постачальника завідвантажений товар, якщопредставлені постачальникомдокументи відповідають умовамаккредитиву)

confirmed акредитив підтвердженийirrevocable акредитив безвідзивнийrevolving акредитив револьверний, автоматично

поновлюванийexpiry закінчення, закінчення термінуvalue вартістьmultiple багатократний

Questions1. What is a cheque?2. Whom do you give TT terms to?3. What are the two types of drafts?4. What is an irrevocable L/C?5. Who guarantees payment against a confirmed letter of credit?6. Does a term draft involve risk for an exporter?7. Name a major advantage of a revolving L/C as compare with multiple L/Cs.

Transport and Delivery TermsMultimodal (Door to Door) transport is "wide-spread in ship ping now. It

involves a transfer of the goods from one mode оf transport to another.Traditionally, the ship's rail was considered the critical point of responsibility,

that is when all risks of loss or damage are transferred from one party to the other.Now it is no longer the ship's rail but the port terminal which may be such a point. Insea port areas the goods are put into containers, on pallets or aboard the ship.

136

The main carrier often prefers to assume through responsibility for the cargo hecarries. In a through movement of the goods a combined transport document is issuedinstead of a traditional Bill of Lading.

Like a traditional Bill of Lading it is a receipt for the consignment.But instead of ports of shipment and discharge it shows the place of delivery and

receipt. The new system of multimodal shipment in international trade is reflected inthe International Commercial Terms (Incoterms 1980).

The Fourteen IncotermsEX Works"Ex Works" means that the seller's only responsibility is to mаkе the goods

available at his premises (i. e. works or factory). In particular he is not responsible forloading the goods in the vehicle provided by the buyer, unless otherwise agreed. Thebuyer bears the full cost and risk involved in bringing the goods from there to thedesired destination. This term thus represents the minimum obligation for the seller.

Free Carrier...(named point)This term has been designed to meet the requirements of modern transport,

particularly such "multimodal" transport as container or "roll on-roll off" traffic bytrailers and ferries. It is based on the same main principle as FOB except that theseller fulfils his obligations when he delivers the goods into the custody of the carrierat the named point.

For/FotFOR and FOT mean "Free on Rail" and "Free on Truck". These terms are

synonymous since the word "Truck" relates to the railway wagons. They should onlybe used when the goods pre to be carried by rail.

Fob AirportFOB Airport is based on the same main principle as the ordinary FOB term. The

seller fulfils his obligations by delivering the goods to the air carrier at the airport ofdeparture. The risk if loss of or damage to the goods is transferred from the seller tothe buyer when the goods have been so delivered.

137

FASFAS means "Free Alongside Ship". Under this term the seller's obligations are

fulfilled when the goods have been placed alongside the ship on the quay or inlighters. This means that the buyer has to bear all costs and risks of loss of or damageto the goods from that moment.

FOBFOB means "Free on Board". The goods are placed on board a ship by the seller

at a port of shipment named in the sales contract. The risk of loss of or damage to thegoods is transferred from the seller to the buyer when the goods pass the ship's rail.

С & FС & F means "Cost and Freight". The seller must pay the costs and freight

necessary to bring the goods to the named destination, but the risk of loss of ordamage to the goods is transferred from the seller to the buyer when the goods passthe ship's rail in the port of shipment.

CIFCIF means "Cost, Insurance and Freight". This term is basically the same as С &

F but with the addition that the seller ha to procure marine insurance against the riskof loss of or damage to the goods during the carriage. The seller contracts with theinsurer and pays the insurance premium.

Freight Carriage Paid ToLike C&F "Freight or Carriage paid to..." means that the seller pays the freight

for the carriage of the goods to the named, destination. However, the risk of loss of ordamage to the goods is transferred from the seller to the buyer when the goods havebeen delivered into the custody of the first carrier and not at the ship's rail. It can beused for all modes of transport including multimodal operations and container or rollon-roll off traffic by trailers and ferries. When the Seller has to furnish a bill oflading, waybill or carrier's receipt, he duly fulfills this obligation by presenting such adocument issued by the person with whom he has contracted for carriage to thenamed destination.

Freight Carriage and Insurance Paid ToThis term is the same as "Freight or Carriage Paid to..." but with the addition

that the seller has to procure transport insurance against the risk of loss of or damageto the goods during the carriage. The seller contracts with the insurer and pays theinsurance premium.

EX Ship"EX Ship" means that the seller shall make the goods available to the buyer on

board the ship at the destination named in the sales contract.

138

EX Quay"EX Quay" means that the seller makes the goods available to the

buyer on the quay (wharf) at the destination named in the sales contract.

Delivered at Frontier"Delivered at Frontier" means that the seller 's obligations are fulfilled

when the goods have arrived at the frontier - but before "the customs border" of thecountry named in the sales contract.

Delivered Duty PaidWhile the term "Ex Works" signifies the seller's minimum obligation, the term

"Delivered Duty Paid", when followed by words naming the buyer's premises,denotes the other extreme - the seller's maximum obligation. The term "DeliveredDuty Paid" may be used irrespective of the mode of transport.

Notes:"Incoterms" - "Міжнародні правила тлумачення комерційних термінів".

Розроблені Міжнародною Торгівельною Палатою. Збірка "Incoterms 1980"містить правила тлумачення 14 базисних умов постачання.

EXW-EX works франко-завод із заводуPRC - Free carrier... named point вільно у перевізника (в вказаному пункті)POR/FOT - Free on Rail/Truck франко-вагон, вільно у вагоні або на

платформіFOА - FOB Airport вільно в аеропортуFAS - Free alongside ship вільно вздовж борту суднаFOВ - Free on Board вільно на борту суднаCFR-C and F- Cast and Feight КАФ-вартість і фрахтCIF-Cost, Insurance,Freight Сіф-вартість страхування, фрахтFreight/Carriage paid to фрахт/провізна плата сплачені до...Freight/Carriage and Insurance paid to фрахт/провізна плата і страхування

сплачені до...Eх Ship з суднаEх Quay з причалуDAF-Delivered at Frontier поставлено на кордоніDDP - Delivered Duty Paid поставлено з оплатою мита

Vocabularymultimodal мультимодальныйmode of transport вид транспортуship's rail рейлинг суднаcritical point of responsibility критичний пункт відповідальностіrisk of loss or damage ризик втрати або пошкодження товару

139

terminal вантажні склади в портах, що маютьсортувальні пристрої

pallet піддонthrough наскрізнийassume responsibility узяти на себе відповідальністьport of shipment порт відвантаженняport of discharge порт розвантаженняreceipt отримання, розписка в отриманніvehicle транспортний засібfulfil obligations виконувати зобов'язанняmeet the requirements задовольняти вимоги, забезпечити

потребиRO/RO Roll on/Roll off метод транспортування вантажів з

горизонтальним завантаженням ірозвантаженням

ferry паромcustody зберіганняwagon товарний вагонcarrier перевізникcarry везти, перевозитиcarriage перевезення, транспортуванняby rail по залізниціquay (wharf) причалlighter ліхтерon board a ship на борту суднаmarine insurance морське страхуванняinsured 1) страхувальник (особа, що віддає майно

на страхування)insurer 2) застрахований страховик (особа, що

приймає майно на страхування)insurance premium страхова премія, страховий внесок

(винагорода, що виплачуєтьсястрахувальником страховикові)

Questions1. What does the term 'multimodal transport' mean?2. What is regarded as the critical point now?3. What document is issued in combined transport?4. What mode of transport do you use for carriage of goods?5. Where are critical points of responsibility under Incoterms?

140

Packing and MarkingPacking goods for export is a highly specialized job. If the goods are improperly

packed and marked, the carrier will refuse tо accept them, or will make qualificationsabout the unsatisfactory condition of packing in the bill of lading.

Packing can be external (crate, bag) and internal (box, packet, flask etc.), inwhich the goods are sold.

In case of consumer goods packing has a double function. On the one hand, it isfor protection. On the other – it serves to advertise a product and attract a customer.

Marking should be in indelible paint with recognized kind of marks.

Extract from a contract

Contract No_____P a c k i n g

1. The equipment and spare parts are to be shipped in export sea packingmeeting the requirements of each particular type of equipment.

2. The packing is to secure full safety of the goods from any kind of damage andcorrosion during transportation by sea, railway and combined transport. The packingshall be suitable for loading by crane, by autocars, by trucks and manually in so far asthe weight and volume of individual packages allow.

Before packing, the equipment is to be protected with anti-corrosive coating toprotect it from any damage and corrosion in transit and to ensure storage during hotsummer and cold winter (to minus 40 °C).

3. The Sellers shall be responsible for any damage to or breakage of the goodsthat may be caused by poor packing or for corrosion which may appear due toimproper or insufficient coating.

141

Extract from a contractContract No._____

M a r k i n g1. The cases in which the equipment is packed are to be marked on three sides:

on the top of the case and two non-opposite sides.

2. The marking shall be clearly made with indelible paint in English andRussian as follows:

VVO BBOContract No. Контракт №Nariad No. Наряд №Trans No. Транс №Package No. Місце №Net/Gross weight in kg Вага нетто/брутто в кгCase dimensions in cm Розміри місця в см (довжина, ширина, (length, width, heigth) висота)

3. All cases which need special handling must have an additional marking:

"Handle with care" "Обережно""Тор" "Верх""Do not turn over" "He кантувати"

as well as other indications if specific handling of a particular case is required.

Voabularypacking упаковкаexternal packing зовнішня упаковкаinternal packing внутрішня упаковкаsea packing морська упаковкаmarking маркуванняmarks маркувальні знаки на упаковціmake qualifications робити застереження

142

indelible незмивнийsafety збереженняin transit в дорозі (про вантажі)storage зберіганняbreakage поломка

Questions1. What are the packing requirements in this concrete case?2. What preventive measures are necessary to protect the goods from

damage?3. Why is it necessary for a packer to know the freight routes?4. What kinds of export packing do you know?5. What is the function of packing in the sale of consumer goods?6. What are the requirements for marking the goods in this concrete case?7. What is usually written if the goods need special handling?8. What happens in case of wrong marking?9. Are there any international standards of packing and marking?

Insurance of GoodsThe export trade is subject to many risks. Ships may sink or collide;

consignments may be lost or damaged. All sensible businessmen now insure goodsfor the full value. The idea of insurance is to obtain indemnity in case of damage orloss. Insurance is against risk.

While the goods are in a warehouse, the insurance covers the risk of fire,burglary, etc.

As soon as the goods are in transit they are insured against pilferage, damage bywater, breakage or leakage. Other risks may also be covered.

The insured is better protected if his goods are insured against all risks. Thegoods may be also covered against general and particular average.

In the insurance business the word average means loss. Particular average refersto risks affecting only one shipper's consignment.

General average refers to a loss incurred by one consignor but shared by all theother consignors who use the same vessel on the same voyage.

Ukrainian foreign trade organizations in most cases take out insurance withIngosstrakh. Goods may be insured as well with some other insurance companieswhich have recently appeared in the Ukraine.

Vocabularyconsignment вантаж, партія товаруinsurance indemnity страхове відшкодуванняwarehouse склад (товарний)

143

burglary крадіжка зі зломомpilferage дрібна крадіжка, розкрадання з окремих

місць вантажуleakage витік, течаgeneral average страх. загальна аваріяparticular average страх. приватна аваріяincur losses терпіти збиткиconsignor вантажовідправникinsure goods with smb застрахувати товар в...

Questions1. Name some risks to which the export trade is subject.2. What does the word 'average' mean in the insurance business?3. What is the name of the state insurance company in the Ukraine?4. Has Ingosstrakh any competitors?5. Why is it very important to encourage competition in the insurance

business?6. Describe the conditions of insurance for your goods.

Force MajeureForce majeure is a force against which you cannot act or fight.Every contract has a force majeure clause. It usually includes natural disasters

such as an earthquake, flood, fire, etc. It can also list such contingencies as war,embargo, sanctions. Along with this there are some other circumstances beyond theSellers' control. The Seller may find himself in a situation when he can't fulfil hisobligation under the Contract. It may happen if there is general strike in the country, astrike of coal-miners, transport workers etc. Production may be suspended if there is ashortage of the energy supply. When negotiating a contract a list of contingenciesmust be agreed on and put into the Contract.

144

When a manager makes up a contract he must not think only of his one-sidedinterest. He must think in terms of common interest with his counterpart. Only thenwill he prove loyal to his partner.

In case of a contingency the Seller must notify the Buyers of a force majeure.The Article of the Contract to this effect may run:

"Should the Seller fail to notify the Buyer of a contingency the Seller is denied aright to refer to these circumstances". The Seller is to notify the Buyer of acontingency right away. If it's done in due time the Buyer may take immediate actionto protect his interest. He may sign a contract with another supplier on similar termsor if it's impossible he will secure the best possible terms he can have at the moment.If prices are rising he will be quick to act and will do everything possible to negotiatethe best price obtainable at the moment.

A force majeure must be a proven fact. The Seller is to submit to the Buyer awritten confirmation issued by the Chamber of Commerce to this effect. Thecertificate testifies that a contingency really took place. It describes its nature andconfirms its duration.

In a dispute between the Buyer and the Seller not only the fact of a contingencyis to be ascertained. The Seller must have evidence that non-execution of a contractor its partial fulfillment is a direct result of a contingency. If it is proved the Seller isnot liable and the execution of a contract is postponed until all the after-effectscausing damage are eliminated. A natural disaster may last only a few minutes butit'll take a lot of time to recover the loss.

The duration of a force majeure is, as a rule, 4 or 6 months. After that the Buyerhas a right to cancel the contract. The Seller in this case has no right to claim anycompensation for his loss

Vocabularyforce-majeure форс мажор, непереборна сила, перешкода;

надзвичайні обставиниcontingency непередбачена обставина, випадковістьsuspend припиняти, тимчасово припинятиshortage брак, дефіцитnegotiate а contract вести переговори про укладання

контрактуmake up а contract укладати контрактnotify smb of smth сповіщати когось про щосьduration тривалістьsubmit представити на розглядascertain визначити, встановитиexecution виконанняnon-execution невиконанняliable відповідальний, зобов'язанийeliminate усувати, ліквідуватиclaim compensation вимагати сплати компенсації

145

Questions1. What is the definition of force majeure?2. What contingencies are listed in a force majeure clause?3. Why is it very important to notify the Buyer of a contingency?4. What document certifies the fact of a contingency?5. What duration is usually stated in a contract for contingenсy?6. Do you agree or disagree with the statement?

The wording of a force majeure clause must be very precise. When negotiatingthis point you must foresee the contingenсies which may be detrimental to you.

Claims and SanctionsA contract defines rights and obligations of the parties involved.In case of breach of Contract the sufferer makes a claim on he party which fails

to meet its contract obligations. It is more often the case that it is the Buyer whomakes a claim on the Seller.

Most often the Buyer makes quality and quantity claims on the Seller. The causefor complaint may be poor quality, breakage, damage, short weight, leakage etc.

What is the claim procedure?The Buyer must write a statement of claim and mail it to the Seller together with

the supporting documents. Bill of Lading, Airway and Railway Bill, Survey Report,Quality Certificate nay serve as documentary evidence. If necessary, drawings,photos, samples are enclosed as proofs of claims. The date of a complaint is the dateon which it is mailed.

Claims can be lodged during a certain period of time, which is usually fixed in aContract.

During the claim period the Seller is to enquire into the case and communicatehis reply. He either meets the claim or declines it.

The Seller declines liability if the B/L is "clean", that is the shipping companyhasn't made any remarks about the quantity or condition of the cargo shipped.

The Seller has also a full right to decline a claim if the goods are disorderlystored, mishandled or misused by the Buyer. If a claim has a legitimate groundbehind it the parties try to settle it amicably.

What are the ways of settling a claim?In case of short-weight it is recompensed by a load sent separately or at the time

of follow-up shipments. In case of damage or faults, the goods at the Buyer's optioncan be repaired or replaced, all at the Seller's expense.

Sometimes if deviation in quality is within certain limits the goods can beretained but with an allowance proportionate to the discrepancy in quality. This isusually the case with raw materials, foodstuffs or any other goods sent in bulk.

If the goods are missing the Seller must necessarily locate them. Sometimes it isquite a problem as consignments may be lost when transshipped at some intermediate

146

port or if sent at a wrong address. If the goods are not recovered compensation mustbe paid by the party directly responsible for it.

What is the sanction against the Seller if he fails to deliver the goods by the datedue?

The Seller is penalized. The rate of penalty is fixed in the Penalty Clause or inthe Clause of Agreed and Liquidated Damages.

If the delay is longer than 2 months the Buyer has the option of cancelling theContract altogether but the Seller is to compensate for the loss incurred.

What may be the grounds for complaint coming from the Seller and what arethe ways of settlement?

The Seller in his turn is entitled to make a claim on his counterpart if the Buyerfails to meet his contractual obligations.

The Seller may inflict penalties on the Buyer if there is a default in payment.In an f.o.b. transaction the Seller is entitled to compensation for extra storage

expenses if the Buyer's vessel bound to pick up the goods fails to call at the port intime.

In a c.i.f. transaction the Seller may claim the demurrage if his own vessel staysidle at the port awaiting unloading.

The demurrage claims may emerge from the Buyer as well as Contract is signedon f.o.b. terms of delivery. If it is a c.i.f. соnract, the Buyer is liable to extra storageexpenses when through the Seller's fault he cannot clear the goods from the customswithin the allowable period.

Financially, legitimate claims are in large part settled by debit or credit notes.

Vocabularybreach of Contract порушення контрактуthe sufferer постраждала сторонаclaim претензіяmake а claim on smb пред'явити позов комусьstatement of claim позовна заяваsurvey report акт оглядуmeet the claim задовольнити претензіюdecline the claim відхилити претензіюsettle the claim врегулювати, вирішити претензіюamicably дружнім чиномclean bill of lading чистий коносаментat Buyers'/Sellers'/option на розсуд покупця/продавцяdeviation відхиленняdicrepancy невідповідність, розбіжність,

відмінністьretain the goods залишати у себе товарallowance for damage компенсація за збиток (пошкодження);

знижка

147

in bulk насипом, наливанням, наваломtranship, transship перенавантажувати (з одного судна на

інше)transshipment, transhipment перевантаження, перевалкаpenalty штрафpenalize штрафуватиagreed and liquidated damages погоджені і заздалегідь оцінені збиткиcompensate smb for smth компенсувати, відшкодовуватиtitle давати право, уповноважувати (на -to)entitled мати право, бути уповноваженимexpenses витрати, затратиat someone's expense за чийсь рахунокdemurrage простій судна, вагонуthrough smb's fault з чиєї-небудь виниclear the goods очищати товари від митаdebit note дебет-нотаcredit note кредит-нота

Questions1. What kind of claims are made by the Buyer?2. What sort of claims are lodged by the Seller?3. What is the procedure for making claims?4. When does the Seller decline a claim?5. How are claims settled?6. What are the sanctions against the defaulter?

148

Unit 2. Contract Samples

Contract for Sending Specialists AbroadКонтракт на відрядження фахівців

CONTRACT №Moscow

December 1, 199...Moscow, hereinafter referred to as the «Supplier» and the State Enterpisefor…………. hereinafter referred to аs the «Customer» have signed the PresentContract. The terms and conditions of the Contract are as follows:

1The Supplier shall construct and commission the Cement Plant in ……….. .For thispurpose the Supplier shall send to …………………. specialists.

2The number of specialists, their specialities and periods of stay in............. shall bestipulated in the Appendix to the present Contract. The Appendix shall form anintegral part of the Contract.

3The Supplier's specialists shall be sent to at the Customer's request in accordancewith the agreed schedule of commissioning of various units and shops of the CementPlant.

44.1. The Customer shall reimburse the Supplier for:

a) monthly salaries of specialists in Local currency from the date ofarrival in ………… up to the date of firture from ………..at thefollowing rates:

General Consultant —Deputy Ceneral Consultant —Specialist on —Senior Engineer —Engineer —Foreman —

b) transfer allowance to every specialist sent to………………for a periodof one year or more at the following rates:

General Consultant —Deputy General Consultant —(and all others)

c) air travel expenses of the specialists and their family members fromMoscow to………..and back: for General Consultant and DeputyGeneral Consultant — first class; and for other specialists — touristclass (economy class); including the cost of excess luggage transpor-

149

tation over and above the free allowance indicated in each ticket at therate of 80 kg per person and the maximum of 240 kgs for a family.

The family members (wife and dependent children) shall travelto………………..only if the period of the specialist's stay in…………….is to exceedsix months.

d) round travel expenses (excluding excess luggage) for specialists andtheir family members going on home leave;

e) the period of specialists' holiday.The duration of holiday shall be 48 working days for year of work

in………………….. .The time of holiday shall be agreed about in each particular case.

f) expenses incurred on the insurance of the Supplier's with Ingosstrakhagainst professional risks and/or accidents during their stayin……………….at the rate of per year per each specialist.

4.2. The Supplier shall bear expenses of sending interpreters and their familymembers.

5The Customer at his own expense shall ensure:

a) meeting and seeing off specialists, interpreters and their familymembers;

b) the travel of specialists, interpreters and their family members to theduty station by railway (airconditioned coaches) and/or by car and alsotransportation of their luggage;

c) first class hotel accommodation for specialists, interpreters and theirfamily members on their way to the duty station in…………. and backincluding expenses for service and meals;

d) transport facilities for business trips;e) first class hotel accommodation (or adequately furnished flats) and

offices;f) adequate medical service including hospitalization if necessary;g) transport facilities for sightseeing and social purposes;h) primary school facilities for children of specialists and interpreters.

6If any of the Supplier's specialists fall ill while staying in ……………… theCustomer shall continue payment of his monthly salary for a period of up to twomonths.

a) In the event of prolonged illness of о specialist the Supplier shallreplace him and the Customer shall reimburse the Supplier for allexpenses incurred.

b) The Supplier reserves the right to recall any of his specialists andreplace him with another specialist of similar qualification andexperience.

150

c) The Supplier's personnel shall observe all the laws, rules andregulations of the Customer's country and also respect the localcustoms and traditions.

d) The holidays of the Supplier's country shall be days off for theSupplier's specialists and shall be paid by the Customer.

7To effect payments under this Contract the officials of the Russia's sidein……………..shall, once every month, draw invoices in 3 copies to the Customerthrough the National Bank of………………… for collection. A statement, containingthe names of the Supplier's specialists, the duration of their stay in the Customer'scountry, monthly reimbursement rates and other expenses incurred under the presentContract shall be enclosed with each invoice.The Customer shall pay against the above invoices within 15 (fifteen) days from thedate of receiving the invoices.The above sums shall be remitted to the account of the Bank for Foreign EconomicAffairs in favour of the Supplier.

КОНТРАКТ N°Москва 1 грудня 199................. Москва, надалі по тексту Постачальник, і Державне

підприємство....... надалі по тексту Замовник, підписали цей Контракт на

наступних умовах.1

Постачальник побудує і пустить в експлуатацію цементний завод в........Для цього Постачальник відряджає в................... російських фахівців.

2Кількість фахівців, їх спеціальності і термін відрядження вказані в Додатку

до цього контракту. Цей Додаток є невід'ємною частиною даного контракту.3

Фахівці Постачальника відряджаються в.......по заявкам Постачальникавідповідно до погодженого графіка пуску різних установок і цехів цементногозаводу.

44.1. Замовник повинен відшкодувати Постачальникові наступні витрати:

а) місячну зарплату російських фахівців в місцевій валюті з дати

прибуття в……..по дату від'їзду з ……… по наступних ставках:

151

Генеральний консультант —Зам. генерального консультанта —Головний фахівець —Фахівець —Старший інженер —Інженер —Майстер —

б) компенсація кожному фахівцю, який надсилається до ……… наперіод до одного року і більше по наступних ставках:

Генеральний консультант —Зам. генерального консультанта —(та іншим)

в) витрати на авіаквитки фахівців і членів їх сімей з Москви до ....... іназад. Для Ген. консультанта і зам. ген. консультанта —авіаквиток першого класу; для інших фахівців — туристичнийклас (економічний клас); включаючи вартість транспортуваннябагажу понад встановлену норму, вказану в квитку, у розмірі 80кг на кожен квиток, але не більше 240 кг на сім'ю.

Члени сім'ї (дружина і діти-утриманці) приїжджають ст.... лише якщо періодперебування фахівця в........перевищує 6 місяців.

г) Транспортні витрати (за винятком витрат на оплату багажу)фахівців і їх сімей при поїздці додому і назад в час відпустки.

д) Оплачувана відпустка фахівця.Тривалість відпустки складає 48 днів за кожен рік роботи в.......Час надання відпустки повинен узгоджуватися у кожному окремому випадку.

е) Витрати на страхування фахівців Постачальника в Інгосстрахупроти професійних ризиків і проти нещасних випадків під час їхперебування в ………з розрахунку…….за рік на кожного фахівця.

4.2. Постачальник несе витрати по відрядженню перекладачів і їх сімей.5

Замовник за свій рахунок повинен забезпечити:а) зустріч і відправку фахівців, перекладачів та їх сімейб) доставку фахівців, перекладачів і членів їх сімей до відповідної

станції залізничним транспортом (кондиціонований вагон) іавтотранспортом, а також транспортування їх багажу

в) готель першого класу для фахівців, перекладачів і членів їх сімейпід час їх поїздки до необхідної станції в......і назад, включаючивитрати на обслуговування і харчування.

г) транспортні засоби для службових відряджень

д) готелі першого класу (або відповідно мебльовані квартири) іслужбові приміщення

е) відповідне медичне обслуговування, включаючи госпіталізацію уразі потреби

152

ж) транспортні засоби для екскурсій і соціальних цілей

з) можливість організації початкової школи для дітей фахівців і

перекладачів.6

Якщо фахівець захворів протягом свого перебування в……....., Замовник

продовжує виплату його місячного заробітку, але не більш 2-х місяців.а) В разі продовження хвороби фахівця Постачальник замінить

його, а Замовник відшкодує всі витрати Постачальника, пов'язані

з цим.б) Постачальник зберігає за собою право відкликати будь-якого

свого фахівця і замінити його іншим фахівцем, що має ту ж

кваліфікацію і досвід роботи.в) Персонал Постачальника повинен дотримуватися всіх законів,

правил і інструкції країни Замовника, а також поважати місцеві

звичаї і традиції.г) Святкові дні країни Постачальника мають бути вихідними днями

для його фахівців і повинні оплачуватися Замовником.

7Для здійснення платежів по цьому контракту представники російської

сторони в......один раз на місяць виписують рахунки Замовникові в 3 екз. через

Національний банк ........на інкасо. У додатку до кожного рахунку вказуються:імена фахівців Постачальника, тривалість їх перебування в країні Замовника,місячні ставки відшкодування та інші витрати, що виникли по даному

контракту.Замовник оплатить вищезгадані рахунки протягом 15 (п'ятнадцяти) днів з

дати їх отримання. Вказані суми переводяться на рахунок Постачальника в

Зовнішекономбанку.

153

Контракт на експорт товарівContract for the Export of Goods

CONTRACT Noof __________ ___________199

Place of signingTrade Partners Enteprise, Moscow, Russia, hereinafter referred to TPE, on the onepart, and Bulgaria Cardon Tubes Limited, Nigeria, hereinafter referred to BCTL, onthe other part, have signed the present contractasiollows:

11.1. To the total sum indicated in point 1.1 TPE shall deliver within

______months of the date of signing this Contract the goods as under Annex Ito the Contract being its integral part.

Quantity ___________metric tones.Price per ton ___________Total sum ______________The delivery shall be effected on C.I.F. terms, Bulgarian port.

1.2. The date of Bill of Lading made out for this lot of goods shall beconsidered the date of delivery of goods. The goods delivered under thisContract shall be considered accepted:

— in respect of quality — in accordance with the quality provided . for in theQuality Certificate of the manufacturer;

— in respect of quantity — in accordance with the quantity of the pieces and theweight stated in the Bill of Lading.

22.1. Payments for the goods delivered in accordance with the present Contract

shall be effected by BCTL in __________________2.2. _______________ To effect the payment, BCTL shall open within 30

(thirty) days from the date of receipt from TPE of the cable notification ofreadir ness of the goods for delivery an irrevocable confirmed letter of creditwith a Bank for Foreign Economic Affairs, Moscow, through the State Bank ofBulgaria in favour of TPE to the amounts stated in 1.1 and shall be valid for aperiod of __________ months from the date of opening of Letter of Credit.

2.3. Should BCTL do not open the Letter of Credit in the period stipulated by2.1 and in accordance with the terms and conditions of 2.6 of the presentContract, TPE shall be entitled to correspondingly prolong the period ofdelivery of the goods either for a period of delay in opening the Letter ofCredit or for a period to be required to make the Letter of Credit correspondentto the terms and conditions of 2.5 of the Contract.

Should the validity of the Letter of Credit be prolonged, the validity of the presentContract shall be automatically prolonged.

2.4. The Letter of Credit should not contain any other terms and conditionsexcept those stipulated by the present Contract.

154

2.5. The payment under the Letter of Credit shall be effected by the Bank forForeign Economic Affairs of the RF for the delivery of goods against theinvoices of TPE to be forwarded in 3 copies for every lot of goods attachingthe following documents:

1. Two originals of a clean on board Bill of Lading, issued in the Black Seaport in the address of BCTL.

2. Shipping specification — 3 copies.3. Quality certificate — 1 copy.4. Insurance policy issued by the RF Ingosstrakh — 1 copy.

2.6. The Letter of Credit shall contain the following terms and conditions:a) partial shipment is allowed;b) the number of the Letter of Credit shall be written only on the invoices;c) the sum of each invoice shall be calculated on the basis of the actual

weight of the shipped goods and average weight price per each Netmetric ton of the goods equal to________, C.I.F., the port of Bulgaria;

d) the total value inclusive of the sum of the last invoice shall not .overestimate the total Contract value;

e) the Letter of Credit shall contain the terms and conditions of i.2.4 of thepresent Contract;

f) the Contract will be deemed to have been fulfilled when supply of goodsis effected within — 5% of the Contracted quantities.

However payment will be on the basis of actual quantities as per the Bill of Lading.2.7. All the expenses connected with the opening Letter of Credit,

notification of its opening and, in case of necessity, increase and prolongationof the Letter of Credit shall be borne by BCTL.

33.1. When delivering the goods, the following documentation shall be forwarded toBCTL:

a) Bill of Lading — three originals and four copies including one originalto be airlifted to BCTL's agent at the port; two originals with theinvoice, one copy to BCTL by airmail; one copy by airmail to theBCTL's agent; two copies with the captain's mail;

b) shipping specification in six copies including one copy to be airliftedto BCTL at the port; three copies with the invoice; one copy with thecaptain's mail and one copy by airmail to BCTL's agent at the port;

c) Quality Certificate in two copies including one copy with the captain'smail and the other with the invoice;

d) packing List in four copies including two copies along with the cargoinside Case No. 1; two copies with each package (one copy inside thepackage and the second one inside the special pocket on the outer sideof the case);

e) Insurance Policy with the invoice — 1 copy. '3.2. The packing of the goods to be delivered under the present Contract shall ensure

its safety during both railway and marine transportation as well as duringtransshipment when the usual handling of the cargoes is observed.

155

3.3. The goods to be delivered shall have the following marking:- Made in Russia- The port of loading- Order Number- Case Number- Net and Gross Weight- Consignee- Contract No.- Port of destination.3.4. The package number is shown with the fraction; the numerator being the serial

number of the package and the denominator being the total number of thepackages containing a complete unit of the goods.

3.5. The package that cannot have the above mode of marking shall have a metal tagfastened and bearing the required marking.

3.6. BTCL shall ensure the unloading of the goods from the Vessels at the port ofunloading at his own expense.

44.1. TPE guarantee the quality of the delivered goods within 6 months from the

date of delivery at the port of destination.4.2. Should any quantity of delivered goods prove to be defective during the

guarantee period TPE at his own expense shall replace the correspondingdefective quantity of goods for the goods of proper quality.

The guarantees shall not cover the goods damaged en route or due to nonobservanceof instructions on storage, due to carelessness or improper handling whiletransshipment or usage.4.3. Any claims in respect of quality of the goods shall be submitted to TPE within

the guarantee period but not later than 30 (thirty) days after guarantee periodexpires.

4.4. Any defects detected in the delivered goods during the guarantee period shallbe covered by an Act of Claim to be issued within

a reasonable period of time, but not later than 30 (thirty) days after the defect isfound, moreover the participation of the TPE's representative or a personauthorized by the Supplier for issuing an Act of Claim being binding.

Should the TPE's representative do not arrive for participation in drawing up theAct of Claim within a 30 days from the date of receiving the written notification ofBCTL, BCTL shall issue the Act of Claim in unilateral order and this Act of Claimshall be the ground to present a Claim. A list with the detailed description of thedetected defects is to be enclosed with the BCTL's notification.4.5. The Act of Claim shall be considered the document substantiating the Claim.4.6. The Act of Claim shall contain the description and quantity of the goods under

claims, order number, description and origin of the defect,, the date of the goodsdelivery at the port of unloading, the condition of packing and storage as well asthe concrete claim of BCTL

A photo of the defective goods is to be attached thereto if possible.

156

The claim shall be sent by the registered mail by BCTL with the enclosure of allthe required documents.

The date of the postal stamp of the country of despatch shall be deemed the dateof presenting the claim.4.7. Claims in respect of quantiny of the goods (entire shortage) shall be presented

wiithin 9 months from the date of delivery of the corresponding lot of goods inaccordance with the procedure of the specified in sub-items 4.4, 4.5, 4.6 of para4 on condition that the goods were delivered to the place of destination withpacking intact and was not damaged through the transport agencies fault.

4.8. TPE shall undertake to settle such a claim within 3 (three) months from the dateof receit of the claim.

55.1. TRE shall insure the goods to be delivered on C.I.E. terms, the port of Bulgaria

against usual marine risks with Ingosstrakh in accordance with the «TransportInsurance Rules».

The insurance shall be made to the full amount for the goods on terms andconditions «against all risks».5.2. All the claims that may arise in connection with the loss and damage of the

goods during transportation shall be made by BCTL directly to Ingosstakh.5.3. Any risk of an accidental loss, breakage or damage to the goods passes from

TPE to BCTL from the moment of loading the goods on board the ship at theport of loading.

6In case of any disagreement between the Nigerian and Russia's organizations on

any matter arising from or connected with the implementation of the presentContract, TRE and BCTL shall immediately consult each other and endeavour toreach a mutual settlement of such disagreement.

Any dispute or difference which may arise out of or in connection with theContract to be referred, with exclusion of the ordinary courts of law, for the decisionof an arbitration to be held as follow.

If the defendant in such dispute or difference is TPE the arbitration shall be held inMoscow by the arbitration court at the Chamber of Commerce in accordance with theRules of Procedure of the said Court.

If the defendant in such dispute or difference is BCTL, the arbitration shall be heldby the Bulgarian Arbitration Court in accordance with the procedure of the saidCourt.

Any award of the corresponding arbitration shall be binding upon both partieshereto.

7Should the fulfilment of this Contract be infringed due to hostilities, embargo,

blockades or any other contingence beyond either party's control, the parties shall notbe responsible for the fulfilment of this Contract and the representatives of both theparties shall immediately consult each other and agree upon the actions to be taken.

157

Under the circumstances the time of fulfilment of all the obligations of the bothparties under this Contract shall be postponed for the period during which the force-majeure or any consequences of the same will exist.

Strikes shall not be deemed as force majeure.The existence of such circumstances on Russia's territory shall be confirmed by a

certiaicate of the RF Chamber of Industry and Commerce while the existence of suchcircumstances on the territory of Bulgaria shall be confirmed by a certificate issuedby conpetent Bulgarian organization.

88.1. Neither of the parties is entitled to transfer their rights and obligations under the

present Contract to a third party without the other party's consent thereto inwriting.The parties shall intimate each other in each particular case such as transfer ofthe rights to the lawful successors as soon as it fakes place.

8.2. All duties and taxes including customs, port and stamp duties, bankcommissions and other expenditures under the present Contract on the territoryof the RF shall be borne by TRE and those on the territory of the Bulgaria shallbe born by BCTL.

8.3. All port and other dues payable in accordance with the regulations in force atthe port of unloading as well as other expenses connected with unloading(including stevedoring, lighterage, wharfage, overtime and night work charges)shall be borne by BCTL.

8.4. TRE and BCTL shall correspondingly provide with timely obtaining Exportand Import Licences and Permits.

8.5. After the present Contract is signed all the previous negotiations andcorresppondence between the parties in respect to this Contract shall beconsidered null and void.

8.6. All amendments to the present Contract sh.all be considered valid should thesame be in writing and signed by persons duly authorized by the both parties.

Legal adresses of the Parties:TRE-NCTL —

КОНТРАКТ №від «...» ..................................199...

Місце підписання..........Підприємство торгівельних партнерів, Москва, Росія, далі по тексту ПТП, з

одного боку, і болгарська компанія по виробництву труб, далі по тесту БСТЛ, зіншого боку, підписали цей контракт про нижченаведене.

11.1. ПТП на суму, вказану в пункті 1.1, поставить протягом ........місяців з дати

підписання цього контракту товари, перераховані в Додатку 1 доконтракту, який є його невід'ємною частиною.

158

Кількість метричних тоннЦіна за тоннуЗагальна ціна

Постачання здійснюватимуться на умовах СІФ, Болгарський порт.1.2 Дата коносамента, виписаного на дану партію товару, вважається датою

постачання товару.Товар, поставлений по даному контракту, вважається прийнятим:— за якістю — відповідно до якості, вказаної в сертифікаті якості,

виписаному виробником— по кількості — відповідно до кількості і ваги, вказаних в коносаменті.

22.1. Платежі за товар, поставлений по цьому контракту, здійснюються БСТЛ в

(вказується валюта).2.2. Для виконання платежів БСТЛ протягом 30 днів з дати отримання від ПТП

сповіщення про готовність товару до відвантаження відкриє вЗовнішекономбанку, Москва, через Держбанк Болгарії безвідзивнийпідтверджений акредитив на користь ПТП на суму, вказану в пункті 1.1.Акредитив діятиме проягом.....місяців з дати його відкриття.

2.3. Якщо БСТЛ не відкриє акредитив в термін, вказаний в пункті 2.1, івідповідно до умов пункту 2.5 цього контракту, ПТП має право відповіднопродовжити термін постачання товару або на термін затримки відкриттяакредитиву, або на термін, необхідний для приведення акредитиву до умовпункту 2 цього контракту.

Якщо термін дії акредитиву буде продовжений, то термін дії цьогоконтракту буде автоматично продовжений.

2.4. Акредитив не повинен містити жодних інших умов, окрім обумовленихцим контрактом.

2.5. Платежі з акредитиву повинні здійснюватися Зовнішекономбанком запостачання товару на виконання рахунків ПТП, що виставляються в 3 екз.за кожну партію товару з додаванням наступних документів:

1. Двох оригіналів чистого бортового коносамента, виписаного вЧорноморському порту на ім'я БСТЛ.

2. Відвантажувальній специфікації — 3 екз.3. Сертифікату якості — 1 екз.4. Страхового полісу, виписаного Інгосстрахом РФ, — 1екз.

2.6. Акредитив повинен містити наступні умови:а) часткові відвантаження дозволеніб) номер акредитиву має бути написаний лише на рахункув) сума кожного рахунку розраховується на основі фактичної ваги

відвантажених товарів і середньовагової ціни за кожну метричнутонну товару, рівну СІФ, Болгарський порт

г) загальна вартість, включаючи суму останнього рахунку, не можеперевищувати загальну ціну контракту

д) акредитив повинен містити умови пункту 2.5 цього контракту

159

е) контракт вважається виконаним, якщо постачання товаруздійснене в межах 5% загальної кількості контракту. Протеплатежі будуть зроблені на основі фактичної кількості відповіднодо коносамента.

2.7. Всі витрати, пов'язані з відкриттям акредитиву, повідомленням про йоговідкриття і, у разі потреби, збільшенням і продовженням акредитиву, несеБСТЛ.

33.1 При відвантаженнях товару наступні документи повинні направлятися

БСТЛ:а) коносамент — три оригінали і чотири копії, включаючи один

оригінал авіапоштою агентові БСТЛ в порту, два оригінали з

рахунком, одна копія БСТЛ (авіапоштою), одну копію

авіапоштою агентові БСТЛ, дві копії капітанською поштою;б) відвантажувальна специфікація в шести екз., включаючи один

екз. авіапоштою для БСТЛ в порт, три екз. з рахунком, один екз.капітанською поштою, один екз. авіапоштою агентові БСТЛ в

порту;в) сертифікат якості в двох екз., включаючи один екз. капітанською

поштою і один з рахунком;г) пакувальний реєстр чотирьох екз., включаючи два екз. з

вантажем в місці № 16 два екз. у кожному вантажному місці

(один екз. усередині ящика і один екз. у спеціальній кишені,укріпленій зовні ящика);

д) страховий поліс з рахунком — 1 екз.3.2 Упаковка товару, що поставляється по даному контракту, повинна

забезпечити його збереження як при залізничному, так і при морськомуперевезеннях, а також при перевантажуваннях при звичайному поводженніз вантажем.

3.3. Товари, що поставляються, повинні мати наступну маркіровку:— зроблено в Росії— порт завантаження— номер замовлення— номер ящика— вага нетто і брутто— отримувач— контракт №

160

— порт призначення.3.4. Номер вантажного місця вказується у вигляді дробу:

чисельник — номер вантажного місця, знаменник — загальна кількість

місць, що містять комплектну партію товару.3.5. Вантажні місця, які не можуть бути замарковані на упаковці, повинні мати

металеву табличку, на якій нанесена необхідна маркіровка.3.6. БСТЛ забезпечить розвантаження товару в порту призначення за свій

рахунок.4

4.1. ПТП гарантує якість відвантаженого товару протягом 6 місяців з дати

доставки в порт призначення.4.2. Якщо яка-небудь кількість товару виявиться дефектною протягом

гарантійного терміну, то ПТП замінить відповідну кількість дефектного

товару на товар належної якості за свій рахунок.Гарантії не поширюються на товари, пошкоджені в дорозі, пошкодженічерез недотримання інструкцій по складуванню або через необережне абонеправильне поводження з товаром під час перевалок і при йоговикористанні.

4.3. Претензія відносно якості товару має бути представлена ПТП протягомгарантійного терміну, але не пізніше 30 днів після його виявлення.

4.4. Будь-які дефекти, виявлені в поставленому товарі протягом гарантійного

терміну, оформляються Актом, який складається в розумний термін, але

не пізніше 30 днів після виявлення дефекту. Крім того, участьпредставника ПТП або призначеної Постачальником особи в складанніАкту обов'язково.Якщо представник ПТП не прибуде для складання Акту протягом 30 днів

з дати отримання письмового повідомлення БСТЛ, то БСТЛ складає Акт в

однобічному порядку, і цей Акт буде основою для представлення

Претензії. До повідомлення БСТЛ про дефект має бути прикладений

детальний опис виявлених дефектів.4.5. Акт вважається документом, достатнім для представлення Претензії.

161

4.6. Акт повинен містити опис і кількість товару, по якому представляється

претензія, номер замовлення, опис і причину дефекту, дату постачання

товару в порт розвантаження, умови упаковки і складування, а також

конкретну претензію БСТЛ.По можливості додається фото дефектного товару.

Претензія відправляється заказним листом з додатком всіх необхіднихдокументів. Дата поштового штемпеля країни відправлення вважаєтьсядатою виставлення претензії.

4.7. Претензії відносно кількості товару (внутрішньотарна недостача)представляються протягом 9 місяців з дати постачання відповідної партіїтовару, відповідно до процедури, описаної в підпунктах 4.4., 4.5, 4.6параграфа 4 за умови, що товар прибув до місця призначення внеушкодженій упаковці і не був пошкоджений з вини транспортнихагентів.

4.8. ПТП вирішує питання по претензії протягом 3 місяців з дати її отримання.

55.1. ПТП застрахує товари, що поставляються на умовах СІФ, Болгарський

порт, проти звичайних морських ризиків в Інгосстраху, відповідно до«Правил транспортного страхування». Страхування відбувається на всювартість товару на умовах «від усіх ризиків».

5.2. Всі претензії, які можуть виникнути у зв'язку з втратою і пошкодженнямтовару під час транспортування, повинні дозволятися БСТЛ безпосередньоз Інгосстрахом.

5.3. Будь-який ризик втрати, поломки або пошкодження товару переходить зПТП на БСТЛ з моменту завантаження товару на борт судна в портузавантаження.

6В разі якої-небудь розбіжності між Болгарською і Російською організаціями

з питання, що виникає з або пов'язаному з виконанням цього контракту, ПТП іБСТЛ повинні негайно проконсультуватися і спробувати досягти взаємноговрегулювання такої розбіжності.

Будь-яка суперечка або розбіжність, які можуть виникнути з або у зв'язку зданим контрактом, за винятком підсудності загальним судoм, передаються нарозгляд в арбітраж таким чином.

Якщо відповідачем в такій суперечці або розбіжності є ПТП, то справарозглядається в Москві, в арбітражному суді ТПП відповідно до процедурицього суду.

Якщо відповідачем в такій суперечці або розбіжності є БСТЛ, то справарозглядається в Болгарському арбітражному суді відповідно до процедурицього суду.

Вирішення арбітражу є обов'язковим і остаточним для обох сторін законтрактом.

162

7Якщо виконання цього контракту порушиться через військові дії, ембарго,

блокади або які-небудь інші події, які знаходяться поза контролем сторінконтракту, то сторони не відповідають за невиконання контракту іпредставники сторін повинні негайно проконсультуватися і погоджувати дії.

При таких обставинах термін виконання всіх обов'язків обох сторін поданому контракту відкладається на час дії форс-мажору або його наслідків.

Страйки не вважаються обставинами форс-мажору.Наявність таких обставин на території Росії підтверджується сертифікатом

ТПП, а наявність таких обставин на території Болгарії підтверджуєтьсясертифікатом компетентної Болгарської організації.

88.1. Жодна із сторін не має права передати свої права і обов'язки по цьому

контракту третій стороні без письмової згоди на те іншої сторони.Сторони проінформують один одного у кожному окремому випадку пропередачу прав їх законному правонаслідувачу, як тільки такий випадокнастане.

8.2. Всі податки і мита, включаючи митний збір, поштові і гербові збори,банківську комісію і інші витрати по цьому контракту на території Росіїнесе ПТП, а на території Болгарії — БСТЛ.

8.3. Всі портові і інші мита, оплачувані відповідно до правил, що діють, впорту розвантаження, а також інші витрати, пов'язані з розвантаженням(включаючи витрати по завантаженню і розвантаженню, за користуванняліхтерами, на причальні збори, на наднормову роботу в нічний час),нестиме БСТЛ.

8.4. ПТП і БСТЛ відповідно нестимуть відповідальність за своєчаснездобуття експортних і імпортних ліцензій, валютних дозволів.

8.5. Після підписання цього контракту всі попередні переговори і листування,пов'язані з контрактом, вважатимуться недійсними.

8.6. Всі зміни і доповнення до цього контракту вважатимуться дійсними заумови, що вони будуть здійснені письмово і підписані уповноваженими наце представниками обох сторін.

Юридичні адреси сторін:ПТП –БСТЛ -

163

CONTRACT No.________________________________________________________________

hereinafter referred to as the Sellers, on the one part, and VsesojuznojeObjedinenije..., Moscow, hereinafter referred to as the Buyers, on the other part, haveconcluded the present Contract as follows:

1. SUBJECT OF THE CONTRACTThe Sellers have sold and the Buyers have bought on _______ terms the goods

in accordance with the Specifications attached to the present Contract and formingintegral part thereof.

2. PRICE AND TOTAL AMOUNT OF THE CONTRACTPrices for the goods are fixed in_________and to be understood_________

including the cost of packing and marking.The total amount of the present Contract comprises_______________________.

3. TIME AND DATE OF DELIVERYThe goods are to be delivered in the time stipulated in the Specifications

attached to the present Contract.The date of ______________________________________________________is to be considered as the date of delivery.Delivery before the time stipulated in the Contract as well as partial delivery of

the goods without accessories is not allowed without the Buyers' consent.

4. QUALITYThe quality of the goods is to be in conformity with the requirements given in

the Specifications attached to the Contract.The goods are to be of the latest design and manufactured of the first grade

materials. The Sellers on their own initiative but at the Buyers' consent or request areto make improvements of the design and the materials of which the goods are madetaking into account the latest technical achievements in this field without any extracharges or postponement of the delivery time.

The quality of the goods is to be evidenced by a Certificate of Quality issued bythe manufacturing works, or by a Letter of Guarantee of the Sellers.

5. PACKING AND MARKINGPacking should protect the cargo from any damage, corrosion and shortage

during transportation by all kinds of transport involving several transhipments enroute. A definite kind of packing may be indicated in the Specifications to theContract.

Each case is to contain a Packing List indicating the denomination of the goodsand spare parts, Contract No., Trans No., Case No., Item No. as per the Specification,Series No. Net gross weight. Packing Lists are to be inserted in each case in awaterproof envelope.

164

The Sellers are to submit for the Buyers' approval overall sketches of theequipment. The size, weight and the center of gravity of the case are to be indicatedon each sketch.

The following marking is to be made in waterproof black paint on each case inRussian and English:

TopWith CareDo not turn over V/OContract No.Trans No.Narjad No.Ca-se No.Gross weight... kgNet weight... kgSize of case (length, width, height in cm).When delivering complete equipment, the case No. is to be given in fraction, in

which the numerator is the ordinal No. of case and the denominator - the total numberof cases.

The Sellers are to bear responsibility for all eventual losses and/or damagescaused by inadequate or unsuitable packing and marking.

6. PAYMENTPayment is to be effected in______________

within_______________________ days after receipt by the Buyers through theRUSSIA Bank for Foreign Economic affairs, Moscow, of the following documents:

a. Invoice - in quadruplicate;b. Full set of clean on board Bills of Lading issued in the name of the

Buyers, with destination to the port of the RUSSIA indicated by the Buyers, orairway bill, or railway bill, or post receipt;

c. Certificate of Quality of the manufacturing works or a Letter ofGuarantee of the Sellers;

d. Case per case Specification or Packing List — in duplicate;e.______________________________________________________________.Bank charges connected with collection of documents are to be for the Sellers'

account.

7. ADVICE OF SHIPMENT AND SHIPPING INSTRUCTIONSThe Sellers are to cable to the Buyers within 24 hours after shipment stating the

following data: date of shipment, Contract No., denomination of the goods, numberof cases, weight, ship's name, B/L No. (or railway bill or airway bill, or post receipt),Trans No.

The Sellers are to send by Captain's mail a non-negotiable copy of the Bill ofLading and Specification.

165

8. INSPECTION AND TESTSThe Buyers have the right to send their inspectors to the manufacturing plant in

the Sellers' country to participate in the inspection and tests of the goods.The Sellers are to render assistance to the Buyers' inspectors to enable them to

perform such inspection and tests.If such inspection or tests reveal that the goods do not comply with the Contract

conditions or have defects of any kind, the Sellers are to eliminate such defects.The participation of the Buyers' inspectors in the tests and inspection does not

free the Sellers from the liability provided for in the Clause "Guarantee" of thepresent Contract.

The final inspection and testing of the goods are to be effected in the RUSSIA.

9. GUARANTEE AND CLAIMSThe Sellers guarantee that the quality of the goods conform to the requirements

of the Contract and in particular guarantee that:a. the delivered goods and all the accessories conform to the latest

achievements of technics and the highest standards existing in the Sellers' country atthe time of execution of the present Contract.

b. the material of which the goods and all the accessories have beenmanufactured are of the highest quality;

c. the goods have been delivered complete with all the necessaryaccessories in strict accordance with the terms and conditions of the Contract so thatto ensure their normal and uninterrupted operation;

d. the drawings and other technical documents are of high quality and aresufficient for mounting and operation of the equipment.

The guarantee period is 12 months from the date of putting the equipment,apparatus and/or instruments into operation, but not more than 15 months from thedate of shipment.

In case of a delay in putting the equipment, apparatus and/or instruments intooperation through the Sellers' fault, the period of the guarantee is to be prolongedaccordingly.

Should the goods and/or accessories prove to be defective during the period ofguarantee or to be not in conformity with the terms and conditions of the Contract,the Sellers undertake, at the Buyers' option, to eliminate the defects or to replace thefaulty goods free of charge and without a delay, the cost of transportation andinsurance being at the Sellers' expense. If, according to agreement between theparties, the defects have been eliminated by the Buyers, the expenses involved are tobe paid by the Sellers.

Any claims, if any, are to be presented by the Buyers to the Sellers not later than30 days after the date of expiration of the guarantee period provided that the defectshave been discovered during the guarantee period.

Survey Reports made out with participation of experts of the RUSSIA Chamberof Commerce and Industry will serve as a sufficient proof of a claim.

166

10. CONTINGENCIESShould any circumstances arise preventing any of the parties to fulfil their

respective obligations under this Contract partially or in full, namely: acts ofelements, war, military operations of any character, blockades, prohibitions ofexports or imports, the time of delivery under this Contract is to be extended for theperiod equal to that during which such circumstances will remain in force. TheSellers are to immediately advise the Buyers by cable of the beginning and cessationof the above circumstances preventing them to fulfil their obligations.

In case a delay in the delivery of the goods owing to the above circumstances ismore than 3 months, the Buyers have the right to refuse fulfillment of the Contract infull or in respect of any part of the goods not delivered by the time stipulated and inthis case the Sellers are not entitled to claim from the Buyers any compensation foreventual losses.

Certificates issued by the Chamber of Commerce of the Sellers' country will besufficient evidence of such circumstances and their duration.

11. PENALTYIf the Sellers fail to deliver the goods in the time stipulated by the contract, they

are to pay to the Buyers a penalty at the rateof______________________________________ per cent of the value of the goodsdelayed for each week during the first________weeks and ___________percent____________of the value of the goods for each following week of the delay inthe delivery. However, the total sum of the penalty is not to exceed___________ percent of the value of the goods delayed.

The sum of the penalty is to be deducted by the Buyers from the Sellers'invoices when paying same. The payment of the penalty does not free the Sellersfrom their obligation to deliver the goods under the present Contract.

Should a delay in the delivery exceed 3 months, the Buyers have the right tocancel the Contract.

12. ARBITRATIONAny disputes which may arise under or in connection with this Contract are to

be settled by the Foreign Trade Arbitration Commission at the Chamber ofCommerce and Industry of the RUSSIA, Moscow, in accordance with the Rules ofProcedure of the said Commission, no recourse to law courts being permitted. Theaward of such an arbitration is to be considered final and binding upon both parties.

13. OTHER TERMS AND CONDITIONSA. The Sellers are to obtain an Export Licence at their own expense. If the

Sellers fail to obtain an Export Licence within___________ months from the date ofsigning the Contract, the Buyers have the right to cancel the contract. The Sellershave to immediately inform the Buyers of obtaining an Export Licence.

B. If the deliveries are effected on FOB terms, the Sellers are to bear all theexpenses incurred at the port of shipment, including those connected with packing,marking, loading on board ship and stowage, as well as lighterage, cranage, quay

167

porterage, port and dock dues, duty on the cargo and all the charges connected withcustoms formalities.

If deliveries are effected on CIF terms, the Sellers are to insure the goods fortheir own account for the total invoice value plus 10 per cent (the expected benefit)with "INGOSSTRAKH" Moscow, against all transport risks subject to p. 1 § 2 ofTransport Insurance Rules published by "INGOSSTRAKH".

C. After this Contract has been signed all and any previous negotiations andcorrespondence pertaining thereto to be considered null and void.

D. All amendments and additions to this Contract are to be valid only ifmade in writing and signed by duly authorized representatives of both parties.

E. Neither of the parties has the right to assign their rights and obligationsunder this Contract to any third party without written consent of the other party.

F. Moscow is to be considered the place of the conclusion of this Contract.

14. LEGAL ADDRESSES OF THE PARTIESThe Sellers:

The Buyers:

The Sellers (Signatures) ………………………The Buyers (Signatures)

КОНТРАКТ №Фірма__________________________________________________________

надалі по тексту "Продавець", з одного боку, і Всесоюзне об'єднання..., м.Москва, надалі по тексту "Покупець", з іншого боку, уклали цей договір пронижченаведене:

1. ПРЕДМЕТ КОНТРАКТУПродавець продав, а покупець купив на умовах _________________ товари

відповідно до специфікацій, що додаються до цього контракту і є невід'ємноюйого частиною.

2. ЦІНА І ЗАГАЛЬНА СУМА КОНТРАКТУЦіни на товари встановлюються в___________ і розуміються __________,

включаючи вартість тари, упаковки і маркіровки.Загальна сума цього контракту складає______________________________.

3. ТЕРМІН І ДАТА ПОСТАЧАННЯТовари мають бути поставлені в терміни, вказані в додатку до контракту.Датою постачання вважається дата ________________________________Дострокове постачання, а також часткове, або некомплектне постачання

товарів без згоди Покупця не вирішується.

168

4. ЯКІСТЬЯкість повинна відповідати специфікаціям, прикладеним до цього

контракту.Товар має бути новітній конструкції і виготовлений з першосортних

матеріалів. Продавець повинен вносити за своєю ініціативою, але з відомаПокупця або на прохання Покупця, поліпшення в конструкцію товару іматеріалів, з яких він виготовляється, з врахуванням новітніх досягненні в ційобласті без додаткової оплати Покупцем і зміни термінів постачання.

Якість товару повинна підтверджуватися сертифікатом якості заводу-виробника або гарантійним листом Продавця.

5. УПАКОВКА І МАРКУВАННЯУпаковка повинна забезпечувати збереження вантажу від всякого роду

пошкоджень, корозій і недостач при перевезенні його всіма видами транспортуз врахуванням неодноразових перевалок в дорозі. Конкретний вигляд упаковкиможе бути вказав в специфікаціях, доданих до контракту.

На кожне місце Продавець зобов'язаний скласти пакувальний реєстр, вякому вказується найменування товару і окремих частин, номер контракту,номер трансу, номер позиції по специфікації, номер місця, заводський номер,вагу нетто і брутто. Пакувальний аркуш у водонепроникному конвертівкладається в кожне місце товару.

Продавець зобов'язаний представити на затвердження Покупця габаритніескізи устаткування. У ескізах мають бути вказані розміри, вага і центр вагикожного місця.

На кожне місце чорною фарбою, що не змивається, наноситься наступнамаркіровка на російській і англійській мовах:

ВерхОбережноНе кантуватиВ/ОКонтракт №Транс №Вбрання №Місце №Вага брутто кгВага нетто кгРозміри ящика (довжина, ширина, висота в см)При постачанні комплектного медичного устаткування номер місця

проставляється дробом, в якому чисельник позначає порядковий номер місця,знаменник - загальне число місць.

Продавець несе відповідальність за збитки, пов'язані з неповноцінною абонеправильною упаковкою і маркіровкою.

169

6. ПЛАТІЖПлатіж виробляється в___________протягом_________днів після

отримання покупцем через Банк Зовнішньоекономічної діяльності Росії в м.Москві наступних документів:

а) рахунки - 4 экз.;б) повного комплекту чистих бортових коносаментів на ім'я Покупця

призначенням в російський порт, повідомлений Покупцем, або авіанакладній,або залізничній, або поштовій квитанції;

в) сертифікату якості заводу-виготівника або гарантійного листа Продавця;г) поящичної специфікації або пакувального аркуша — 2 экз.;д)__________________________________________________________Банківські витрати по оформленню інкасо — за рахунок Продавця.

7. ПОВІДОМЛЕННЯ ПРО ВІДВАНТАЖЕННЯ І ВІДВАНТАЖУВАЛЬНІІНСТРУКЦІЇ

Продавець зобов'язаний телеграфом сповістити Покупця протягом 24годин після відвантаження товару про наступні дані: дата відвантаження, номерконтракту, найменування товару, кількість місць, вага, найменування судна,номер коносамента (або ж.д. накладній, або авіанакладній, або поштовійквитанції), номер трансу.

Продавець зобов'язаний забезпечити відправку поштою копії коносаментаі специфікації.

8. ВИПРОБУВАННЯ І ПЕРЕВІРКАПокупець має право направити своїх представників завод-виробник в

країні Продавця для перевірки якості товару.Продавець зобов'язаний надати умови представникам Покупця для такої

перевірки.Якщо під час такої перевірки буде виявлено, що товар не відповідає

умовам контракту або має дефекти, Продавець зобов'язаний усунути дефекти інедоліки товару.

Участь представників Покупця в перевірці і випробуванні товару незвільняє Продавця від відповідальності, обумовленої в пункті "Гарантії іпретензії" цього контракту.

Остаточне приймання і випробування товару повинні вироблятися в Росії.

9. ГАРАНТІЇ І ПРЕТЕНЗІЇПродавець гарантує відповідність якості товару умовам контракту і,

зокрема, гарантує, що:а) поставлений товар і приналежності до нього відповідають вищим

технічним вимогам, що існують в країні Продавця в період виконанняконтракту

б) товар і приналежності до нього виготовлені з першосортногоматеріалу

170

в) товар забезпечений всім приладдям, відповідно до умов контракту,необхідних для його нормальної і безперервної роботи;

г) креслення і технічна документація підготовлені високоякісно іповністю достатні для монтажу і відповідній експлуатації устаткування.

Гарантійний термін — 12 місяців з дати пуску устаткування, апаратів і(або) інструментів в експлуатацію (але не більш, ніж 15 місяців з датипостачання товару).

Якщо затримка в пуску устаткування, апаратів або інструментів вексплуатацію сталася з вини Продавця, гарантійний термін відповідноподовжується.

Якщо в період дії гарантії товар або приналежності до нього виявлятьсядефектними або не відповідними умовам контракту, Продавець по виборуПокупця зобов'язаний усунути дефекти або замінити безкоштовно і беззатримки дефектний товар. Витрати по поверненню забракованого товару,включаючи страхування, відносяться за рахунок Продавця. Якщо дефекти запогодженням сторін усунені Покупцем, Продавець зобов'язаний відшкодуватиПокупцеві витрати, пов'язані з цим.

Претензії можуть бути заявлені Покупцем Продавцеві не пізніше 30 днів здня закінчення гарантійного терміну за умови виявлення яких-небудь недоліківв товарі в період дії гарантії. Акти, складені за участю експерта Торговельно-промислової палати Росії розглядатимуться достатнім доказом претензії.

10. НЕПЕРЕБОРНА СИЛАВ разі настання обставин неможливості повного або часткового виконання

будь-якій із сторін зобов'язань по цьому контракту, а саме: стихійних лих,війни, військових дій будь-якого характеру, блокади, заборони експорту абоімпорту, термін постачання товарів, передбачений контрактом, відкладається наякийсь час, протягом якого діятимуть такі обставини. Продавець зобов'язанийнегайно сповістити Покупця телеграфом про початок і припинення вказанихобставин, що перешкоджають виконання зобов'язань.

Якщо в наслідок вказаних вище обставин прострочення в постачанніскладе більше 3 місяців, Покупець має право анулювати контракт повністю абона непоставлену до цього часу частину товарів без відшкодування Продавцевібудь-яких збитків або витрат.

Сертифікати торговельної палати країни Продавця розглядатимутьсяналежним доказом наявності вказаних вище обставин і їх тривалості.

11. САНКЦІЇВ разі запізнення в постачанні товарів проти термінів, встановлених в

цьому контракті, Продавець сплачує Покупцеві штраф в розмірі____ % вартостінепоставленого в строк товару протягом перших тижнів прострочення і _____% вартості не поставленого в строк товару за кожну подальший тижденьпрострочення. Проте загальна сума штрафу не повинна перевищувати _____%вартості товарів, відносно яких мало місце запізнення в постачанні.

171

Штраф стримується Покупцем при оплаті рахунків Продавця. Сплаташтрафу не звільняє продавця від зобов'язань по постачанню товарів в рахунокцього контракту. При затримці постачання більше 3 місяців Продавець маєправо розірвати контракт.

12. АРБІТРАЖВсі суперечки, що можуть виникнути з цього контракту або у зв'язку з

ним, підлягають, з виключенням підсудності загальним судом, дозволу варбітражному порядку в Зовнішньоторговельній Арбітражній Комісії приТорговельно-промисловій палаті Росії в м. Москві, відповідно до Правил провиробництво справ в цій комісії.

Вирішення цього арбітражу будуть остаточними для обох сторін.

13. ІНШІ УМОВИА) Продавець зобов'язаний взяти на себе всі турботи і витрати, пов'язані із

отриманням експортної ліцензії. В разі нездобуття експортної ліцензіїпротягом_____місяців з дня підписання контракту, Покупець має правоанулювати контракт. Про здобуття експортної ліцензії Продавець зобов'язанийнегайно сповістити Покупця.

Б) При постачанні товарів на умовах фоб Продавець несе всі витрати, щовиникли в порту відвантаження, включаючи витрати по упаковці, маркіровці,вантаженню, і укладанню товарів на борт судна, витрати по розвантаженню(навантаженню) суден ліхтером і найму кранів, оплачує всі портові, докові іпричальні збори, мита і збори, пов'язані з проходженням митнихформальностей.

При постачаннях товарів на умовах СІФ Продавець зобов'язаний за свійрахунок застрахувати товар на повну инвойсну вартість плюс 10% (очікуванавартість) в "Інгосстраху", м. Москва, від всіх транспортних ризиків відповіднодо п.1 §2 Правил транспортного страхування "Інгосстраху".

В) Після підписання цього контракту всі попередні переговори ілистування вважаються недійсними.

Г) Всі зміни і доповнення до цього контракту дійсні, якщо вони здійснені уписьмовій формі і підписані належно уповноваженими представниками сторін.

Д) Жодна із сторін не має права передати свої права і обовязки по цьомуконтракту будь-якій третій стороні без письмової згоди іншої сторони.

Е) Москва розглядається місцем укладання цього контракту.

14. ЮРИДИЧНІ АДРЕСИ СТОРІНПродавець:Покупець

Продавець (Підпис)Покупець (Підпис)

172

Contract for the Purchase of Consumer GoodsКонтракт на покупку товарів народного споживання

CONTRACT №Moscow «___» _ _19The Sellers: ____________________________________________________The Buyers: ____________________________________________________

Denomination of the Goods: all the Goods to be delivered according to theCatalogs which are the integral parts of the present Contract.

Quantity, Completeness & Assortment of the Goods: according to theSpecifications which are the integral parts of the present Contract.

Quality & Technical performance of the Goods: according to the Producers'Standards but all the electronic and electrical tools, devices, equipment etc. deliveredagainst Ihe Contract to be provided with standard West-European two-pin plug orsupplied with special adaptor. Line supply - 220-240 V, 50/60 Hz.

Prices: price for any Goods under the above Catalogs to amount to 35% ofCatalogls' price in US Dollars for corresponding Goods. All prides for the Goodsdelivered under the above Catalogs remain unchanged within all the period of theContract's validity and are understood ex-ship at_____________port's wharf,including packing and marking.

Total Amount of the Contract: US Dollars 30.000.000.00 (US Dollars Thirtymillion only).

The Party of the present Contract have the right to increase the amount of thisContract.

Minimum Amount of the Order: US Dollars 5.000.000.00 (US Dollars Fivemillion only).

Validity of the Contract: 90 days of the date of signing the Contract.Terms of delivery: ex-ship at_____________port's wharf, Russia.The title to the goods as well as the risk of accidental loss or damage of the

goods shall pass from The Sellers to The Buyers after the ship has been accepted atwharf at stipulated port of destination for unloading. All other terms — according to«Incoterms 1980»: for footwear and clothes — 21 days; for electrotechnic andelectronic goods — 14 days; for other goods — 14 days of the date of opening theagreed Letter of Credit (L/C).

The date of clean on board Bill of Lading to be considered as the date ofdelivery.

The Sellers have the right of shipment in advance.Terms of Payment: Payment for the goods delivered against the Contract is to be

effected in US Dollars under irrevocable, divisible, transferable, documentary L/Copened through telegragh by The Buyers in favour of The Sellers to the minimumsum of USD 5.000.000.00 with __________________________________

The L/C to be opened within 14 days of the date of signing the present Contractand to be valid within________ days.

173

The L/C is payable at 21 days sight against presentation of the followingdocuments to the Bank

a) Commercial Invoice — in triplicate,b) Shipping Specification — in triplicate,c) Packing Lists — in triplicate,d) Full set clean on board Bill of Lading issued to the Buyers' name with

remark: «Notify The Buyers at once»,e) Copy of Insurance Policy — in triplicate,f) Certificates of Origin — in triplicate,g) Copy of telex/cable advice sent to The Buyers within 24 hours after

shipment of the goods with all shipping details.The L/C allows partial shipments with corresponding partial payments.Copies of the above documents to be sent with Shipping Mail for The Buyers.All the Bank's expenses and commissions connected with opening L/C, its

prolongation and amendments on The Buyers' territory to be for The Buyers' account,on the other territories — for The Sellers' account.

Special terms:Buyers have the right to send at own expense their inspectors to choose the

goods at The Sellers' stocks.Buyers' inspectors are entitled to issue an Acceptance Report where quantity,

denomination of the goods, trans number, etc. are indicated.Sellers shall render any assistance that can be required in getting Visas for The

Buyers' inspectors and shall furnish The Buyers Inspectors with apartments in thehotels during their stay there.

Parties of the present Contract shall agree upon the certain time of arrival of TheBuyers' inspectors and terms of their stay there.

Should The Buyers' inspectors can not arrive due to some reasons on agreed timeThe Sellers have the right to release the ordered goods for shipment withoutinspection.

Presence of The Buyers' inspectors at the preparation of the ordered goods forshipment as well as the issue of Acceptance Report does not make The Sellers freefrom their obligations to deliver the goods on ex-ship at_________port's wharf andnot affect the Buyers' rights stipulated by the Buyers' m the article «Guarantee».

All other terms and conditions of the Contract are in full conformity with«General Conditions of Delivery» enclosed hereto.

THE SELLERS THE BUYERS

174

КОНТРАКТ №Москва «... »__________ 199

Продавець___________________________________________________________Покупець____________________________________________________________

Найменування товару: Всі товари поставляються по каталогах, що єневід'ємною частиною цього контракту.

Кількість, комплектність і асортимент товару: відповідно до специфікацій,що є невід'ємною частиною справжнього товару.

Якість і технічне виконання товару: Відповідно до стандартів виробників,всі електронні і електричні пристрої, пристосування, устаткування та інше,поставлені за контрактом, будуть забезпечені стандартнимизахідноєвропейськими двохконтактними вилками або забезпечені спеціальнимиадаптерами.

Напруга 220-240 В, частота 50/60 Гц.Ціни: Ціна за будь-який товар по вищезазначених каталогах складе 35%

цін каталога в доларах США. Всі ціни на товари, що поставляються закаталогами, залишаються незмінними протягом всього періоду дії контракту,ціна розуміється на умовах «франко-причал»_______________ порту,включаючи упаковку і маркіровку.

Загальна ціна контракту: 30.000.000 доларів США (доларів США тридцятьмільйонів). Сторони цього контракту мають право збільшити загальну цінуконтракту.

Мінімальна вартість замовлення: 5.000.000 доларів США (доларів СШАп'ять мільйонів).

Термін дії контракту: 90 днів з дати підписання контракту.Умови постачання: Франко-причал_________________________порту, РФ.

Право власності, а також ризики випадкової загибелі або псування товарупереходять з Продавця на Покупця після того, як корабель буде прийнятий допричалу порту призначення для розвантаження. Останні умови — відповідно до«Інкотерм 1980».

Термін постачання: для взуття і одягу — 21 день;для електронних і електротоварів — 14 днів;для інших товарів — 14 днів з дати відкриття погодженого акредитиву.Дата чистого бортового коносамента вважається датою постачання.Постачальник має право дострокового постачання.Умови платежу: Платежі за товар, що поставляється по даному контракту,

здійснюються в доларах США з безвідзивного, ділимого, перевідного

документарного акредитиву, що відкривається по телефону покупцеві накористь Постачальника на минимальну суму в 5 млн. вбанку_____________________

175

Акредитив відкривається протягом 14 днів з дати підписання контракту ідіє протягом ____________ днів, оплата з акредитиву здійснюється протягом 21дня проти наступних документів:

а) рахунки — в 3 екз.б) відвантажувальній специфікації — в 3 екз.в) пакувального реєстру — в 3 ач.г) повного комплекту чистого бортового коносамента, виписаного на

ім'я Покупця з позначкою «Повідомити Покупця негайно».д) копій страхового полісу — в 3 екз.е) сертифікату про походження товару — в 3 екз.ж) копії телексу-повідомлення, відправленого Покупцеві протягом 24

годин після відвантаження товару з відвантажувальними реквізитами.Акредитив дозволяє виробляти часткові відвантаження з відповідною

частковою оплатою. Копії вищеперелічених документів надсилаютькапітанською поштою для Покупця.

Всі банківські витрати і комісії, пов'язані з відкриттям акредитиву, йогопродовженням і змінами на території Покупця, здійснюються за рахунокПокупця, а на інших територіях — за рахунок Продавця.

Спеціальні умови:Покупець має право за свій рахунок послати своїх інспекторів для відбору

товару на складах Продавця.Інспектори Покупця повинні скласти Акт приймання, де вказується

кількість, найменування товару, транспозиція і так даліПродавець надасть необхідну допомогу в оформленні віз на інспекторів

Покупця і забезпечить їх номерами в готелі під час їх перебування.Сторони цього контракту додатково погоджують період прибуття

інспекторів Покупця і умови їх перебування. При неприбутті інспектораПокупця в погоджений період Продавець має право підготувати замовленийтовар до відправки без інспекції. Присутність інспекторів Покупця при

підготовці замовленого товару до відвантаження, а також складанні Акту

приймання не звільняє Продавця від обов'язку доставити товар на умовах

франко-причал, Ленінградський порт, і не зачіпає прав Покупця, обумовлених

в пункті «Гарантії».Всі останні умови контракту повністю відповідають «Загальним умовам

постачань», прикладеним до контракту.

Продавець Покупець

176

BILL OF LADING №Reference №

Shipper______________________________________________________________Consignee____________________________________________________________Consignee's address____________________________________________________Vessel_______________________________________________________________Port of loading Freight payable at Port of disharge Final destination Flag__________Shipowner____________________________________________________________Number of Orig. Bs/L/__________________________________________________Marks and Numbers____________________________________________________Kind of packages and description of goods__________________________________Number of pieces______________________________________________________Gross weight__________________________________________________________Measurement_________________________________________________________

Коносамент№

Вантажовідправник___________________________________________________Вантажоотримувач____________________________________________________Адреса вантажоотримувача ____________________________________________Судно_______________________________________________________________Порт навантаження ______ _____________________________________________Фрахт підлягає сплаті в________________________________________________Порт розвантаження___________________________________________________Кінцевий пункт призначення____________________________________________Прапор______________________________________________________________Судовласник_________________________________________________________Кількість оригінальних коносаментів____________________________________Позначення і номери__________________________________________________Тип вантажних місць і опис товару______________________________________Кількість____________________________________________________________Вага брутто__________________________________________________________Розміри_____________________________________________________________

177

CONTRACT

Kiev"_____ "_______________2009

"Ukrainian state centre of transport service "C-Grup" (Ukraine) in person ofDirector Kushnirchuk Oleg Berezin, acting in accordance with the Statute, hereinafterreferred to as the USCTS, on the one part, and "_______________" in person of_____________, acting in accordance with the Statute, hereinafter referred to as theCustomer, have concluded the present Contract on the following:

1. SUBJECT OF THE CONTRACT1.1. The USCTS provides services in organization of transportation cargoes in large-tonnage containers on the territory of Ukraine and abroad, and the "Customer"undertakes the responsibility to perform payment for the services under the termsstipulated by the Contract as well as undertakes the resonsibility for savemaintenance, technical condition of containers and their return.1.2. The Customer has the right to send containers abroad for loading internationalcargoes.

2. OBLIGATIONS OF THE PARTIES2.1. The USCTS shall be obliged to:2.1.1 Send the Customer empty large-tonnage containers with UZUU prefix to theUkrainian station or terminal agreed by the Parties according to the Customer'sapplication and under the terms stipulated by the present Contract.2.1.2 Prepare and send the Customer containers in technical order, cleared from thereminders of transported cargoes and packages.2.1.3. Take the number stock of accepting and passing of Customer's containers.2.1.4. Make up the balance-sheet of time, during which the Customer uses thecontainers.2.1.5. Make up Delivery-and-Acceptance Acts of containers and Acts of executedworks.2.2. The Customer shall be obliged to:2.2.1. Give the USCTS applications for passing of empty large-tonnage containersnot later than 10 days before the planned loading of the containers. Needed quantityof containers and the station or terminal of destination is to be indicated in theapplication.2.2.2. While dispatching the loaded containers indicate in the railway bill "SMGS' inthe column 11 under the denomination of the cargo the following: "The container ofUZ property according to the decision of the 19th meeting of the Council on the railtransport; urgent return to Kiev-Liski station cod 321000 South-West railway".2.2.3. Transmit to the USCTS within one day after crossing Ukrainian boarder by theloaded (empty) container the copies of the railway bill "SMGS" for each container ordispatching information, indicating the date and station of dispatch, crossing station,and station of destination.

178

2.2.4. Inform daily the USCTS about the quantity of accepted and delivered from thethird countries containers to the Ukrainian railways.

3. TIME AND TERMS OF PROVIDING SERVICES3.1. The USCTS provides services onlybon the terms of returning containers to theKiev-Liski stotion of the Southern-Western railway or any other stations agreed bythe Parties according to the Annex, which forms an integral part to the presentContract.3.2 Time of providing services under the Contract is calculated from the moment oftheir delivery at the boarding or port station of Ukraine to their delivery by theCustomer to the Ukrainian railway. This time cannot exceed the time of validity ofthe present Contract. The acceptance and delivery of containers is registered by theAct, which is signed by the contractual Parties.3.3 The registration of the delivered containers is made according to the transmissionlist, which is made up at the boarding or port stations of the Ukrainian railway.Should the transmission list is not made up at the boarding or port railway station, theregistration of the transmission is made according to the date of the stamp on therailway bill.

4. DELIVERY AND ACCEPTANCE OF THE GOODS4.1. The completion of the services, indicated in the cl. 1 . 1 i s confirmed by theAct of executed works, signed by the contractual Parties, which forms an integral partof the present Contract.4.2. The date, indicated in the signed Act of executed works, is considered as a dateof giving services under the present Contract.4.3. Should the Customer does not sign the sent Act of executed works within 10days after the date of its receiving by the Customer without written justification, it isconsidered to be validated by both Parties and is subject to payment in full volume.4.4. The Customer returns all containers, received for use from the USCTS, prior tothe expiration of the validity of the present Contract that is registered by theDelivery- Acceptance Act, indicating their technical condition, signed by the Parties.

5. PRICE AND TOTAL VALUE OF THE CONTRACT5.1. The Parties agree about the price of the given services under the present Contractand sign the Protocol of price agreement, which forms an integral part of the presentContract.5.2. In case of revising the prices (rates), the USCTS notifies the Customer about thisone month before their imposition. The Customer's refusal to revise and change theprice gives the USCTS the right to cancel the Contract before its expiration date.5.3. The prices (rates) and payment under the Contract are made in hryvnyas.5.4. The total amount of the Contract is calculated as the total value of the services,given to the Customer according to their volumes, confirmed by the Acts of executedworks.

179

6. SANCTIONS6.1. The Parties bear the financial responsibility for the non-fulfilment or improperfulfilment of their obligations under the present Agreement.6.2. The Party, which involves the third party to the fulfilment of its obligations,bears the responsibility before the other Party for the non-fulfilment or improperfulfilment of the obligations by the third party as for its own.6.3. The Party, which has violated its obligations under the present Agreement, has toeliminate the infringement immediately.6.4 .If the Customer does not fulfil the requirements of the clause 2.2.3, of theAgreement in part of non-providing the shipment information, the USCTS has theright to give the prohibition to the station of shipment or loading station for dispatchor acceptance of Customer's cargoes. In this case the Customer bears all expenses.6.5. In case of loss of the container in the third countries or not returning thecontainer by the expiration date of the present Contract, the Customer reimburses theUSCTS its value in the amount of 2500 US dollars for one 20 feet container and 4000US dollars for one 40 feet container within 30 days from the moment of given aninvoice.6.6. Should the Customer do not make the payments according to the clause 6.1. ofthe present Agreement, the USCTS has the right to stop the cargo in route and applythe mortgage right according to the cl.19 of the SMGS.6.7. If the container happens to be damaged after the delivery to the Customer, theCustomer repairs it at his expense without charging expenses with the USCTS. Whilerepairing the damaged containers, the construction of the container, USCTS'sindustrial marks and inscriptions are to be kept (or restored) as well as the inspectionis to be carried out by the corresponding supervising bodies.

7. ARBITRATION7.1. The Parties agree that all disputes arising from and in connection with thisAgreement shall be resolved by the way of negotiations.7.2. If the parties to this Agreement fail to reach an agreement within 1 (one) monthsince the dispute rise, then such dispute shall be finally arbitrated by InternationalCommercial Arbitration Court at the Chamber of Commerce and Industry of Ukraine.7.3. The Parties hereby agree that Bylaws of International Commercial ArbitrationCourt at the Chamber of Commerce and Industry of Ukraine will be applied inarbitration proceedings.7.4. This Agreement shall be governed by, and construed in accordance with, thesubstantive laws of Ukraine.7.5. Arbitration shall be held by sole arbitrator.7.6. The place of Arbitration shall be the city of Kyiv, Ukraine.7.7. The party convicted will be charged of all expenses related to the Arbitration.

8. VALIDITY OF AGREEMENT8.1. The present Agreement comes into force from the moment of its signing andvalid till 31.12.2009.

180

8.2. The validity of the Contact may be revised and changed under the agreement ofthe Parties.8.3.The Contract may be canceled by the USCTS before its validity expiring date byin the following cases:8.4. If the Customer has not returned the Containers, received for use from the thirdcountries to the Ukrainian railway, six months after the date of their transmission;

181

CONTRACT FOR SALE OF GOODSAgreement made and entered into this 28 of March 2009, by and between A-

KOM ltd, of Kikvidze str.33, Kiev, Ukraine, herein referred to as "Seller", and StateEnterprise The Ukrainian State Centre of Radio Frequencies, of 15 km. pr. Peremogy,Kiev, Ukraine, herein referred to as "Buyer".

Seller hereby agrees to transfer and deliver to buyer, on or before 30 of May2009, the following goods:• Measuring equipment (Appendix N1)

Buyer agrees to accept the goods and pay for them in accordance with theterms of the contract.

Buyer and Seller agree that identification shall not be deemed to have beenmade until both parties have agreed that the goods in question are to be appropriatedand fulfil the requirements of performance of said contract with the buyer.

Buyer agrees to pay for the goods at the time they are delivered and at the placewhere he receives said goods.

Goods shall be deemed received by buyer when delivered to address of buyeras herein described.

Until such time as said goods have been received by buyer, all risk of loss fromany casualty to said goods shall be on seller.

Seller warrants that the goods are now free from any security interest or otherlien or encumbrance, that they shall be free from same at the time of delivery.

Buyer has the right to examine the goods on arrival and has fourteen of days tonotify seller of any claim for damages on account of the condition, grade or quality ofthe goods. That said notice must specifically set forth the basis of his claim, and thathis failure to either notice seller within the stipulated period of time or to set forthspecifically the basis of his claim will constitute irrevocable acceptance of the goods.This agreement has been executed in duplicate, whereby both buyer and seller haveretained one copy each on, 28 of March 2009.

Brighton, England April 10, 1997

182

CONTRACTContinental Equipment Plc, Brighton, England, hereinafter referred to as "the Seller",on the one part, and TST Systems Ltd., Kiev, Ukraine, hereinafter refererred to as"the Buyer", on the other part, have concluded the present Contract as follows:1. Subject of the Contract1.1. The Seller has sold and the Buyer has bought the machinery equipment,materials, and services ("Equipment") as listed in Appendix 1 being an integral partof this Contract.

2. Prices and Total Value of the Contract2.1. The Total Contract Value is as following:Equipment and engineering FOB U.K. port + documentation £_____Supervision, start-up and training £_____Spare and wear parts £_____Freight £_____Total price CIF Odessa £_____Discount £_____Total Contract Value £_____2.2. The prices are understood to be CIF Odessa including cost of packing, marking,loading on board a ship, stowing and fastening the equipment in the hold, and the costof the materials used for this purpose.2.3. The prices are firm for the duration of the Contract and shall not be subject toany revision except on account of any mutual agreed changes or modifications toequipment specification and/or quantities listed in Appendix 1 to this Contract.

3. Time of Delivery3.1. The equipment specified in Appendix 1 of the present Contract is to be deliveredwithin two (2) months from the date of opening the Letter of Credit specified inClause 4.1 of this Contract. 3.2. The delivery date is understood to be the date of the clean Bill of Lading issuedin the name of the Buyer, destination Odessa port of Ukraine.

4. Terms of Payment4.1. Within thirty (30) days from the date of signing this Contract, the Buyer is toopen in favour of the Seller an irrevocable confirmed Letter of Credit with City Bank,London, for hundred per cent (100%) of the total contract value. The Letter of Creditis to be valid for three (3) months.4.2. Payment from this Letter of Credit at the rate of hundred per cent (100%) of thetotal contract value is to be effected in GB pounds against the following shippingdocuments:4.2.1. Original Bill of Lading issued in the name of the Buyer, destination OdessaPort of Ukraine.4.2.2. Shipping Specification.4.2.3. Certificate of Quality.

183

4.2.4. Certificate of Origin.4.2.5. Packing List.4.2.6. Insurance Policy.

5. Technical Documentation5.1. Within five (5) days from the delivery date the Seller shall send two (2) sets ofthe technical documents as listed in Appendix 2 to the address of the Buyer.5.2. All instructions on the drawings are to be in English, with all the instructionscontained in Items 1,2,3, and 4 of Appendix 2 translated into Russian.

6. Guarantee of the Quality of the Equipment.6.1. The guarantee period is twelve (12) months from the date of the start-up of theequipment, that is reflected in an appropriate Act signed by the representatives of theParties to the present Contract, but not more than eighteen (18) months from the dateof delivery of the equipment.6.2. If the equipment proves to be defective or faulty during the guarantee period, theSeller has at its expense at the choice of both Parties either to remedy the defects orto replace the faulty equipment with the new equipment of good quality which is tobe delivered without delay to the port of delivery.

7. Packing7.1. The equipment is to be shipped in export sea packing suitable for the type ofequipment delivered. Packing should also be suitable for transshipment in transit andreasonable long storage of the equipment.7.2. Each container is not to exceed the following dimensions:length = 2,500 mm, width = 2,500 mm, height = 2,500 mm.7.3. The Seller is responsible to the Buyer for any damage to the equipment resultingfrom inadequate packing of the equipment.

8. Marking8.1. All the containers are to be marked on the three (3) sides. Each container shouldbear the following markings made in indelible paint (in Russian and English):

Contract No.Seller: Continental Equipment Plc (Address)Buyer: TST Systems Ltd. (Address)Railway Station of Destination: KievContainer No.:Gross weight:____kgNet weight:____kgCase dimentions in cm (length x width x height)8.2. If a case requires special handling it should bear additional marks: "Fragile","Top" or "This side up", etc.

9. Shipping Instructions and Notifications

184

9.1. Within twenty-four (24) hours after shipment, the Seller is to inform the Buyerby fax regarding the date of shipment, and if these circumstances have had a directdamaging effect on the execution of the present Contract.the Bill of Lading number, number of containers, their weight, the vessel name.

10. Insurance10.1. The Seller is to take care of and cover expenses for insurance of the equipmentunder the Contract from the moment of its dispatch up to the moment of its arrival atthe port of Odessa.

11. Sanctions11.1. In the event of delay in delivery of the equipment the Seller is to pay the Buyera penalty at the rate of 1,0% of the total contract value for every week of delay.However, the total amount of penalty for delay in delivery is not to exceed 10% ofthe total contract value.11.2. While calculating penalty for delay, the amount of days comprising over half ofa calendar week is considered to be a full week.

12. Force Majeure12.1. The Parties are released from their responsibility for partial or complete non-execution of their liabilities under the Contract should this non-execution be causedby the force majeure circumstances including, but not limited to: fire, flood,earthquake, and if this circumstances have had a direct damaging effect on theexecution of the present Contract.

12.2. The Party which is unable to fulfil its obligations under this Contract is toinform the other Party within ten (10) days from the beginning of force majeurecircumstances.

13. Arbitration13.1. The Seller and the Buyer will take all possible measures to settle amicably anydisputes or differences which may arise out of the present Contract or in connectionwith it.13.2. If the Parties do not come to an agreement, all the disputes and differences areto be submitted for Arbitration in Stockholm, Sweden, in accordance with the rulesand regulations of the Chamber of Commerce in Stockholm and applying thesubstantive laws of Sweden.

14. Other Terms14.1. The Seller upon written consent of the Buyer shall be permitted to substituteequipment of comparable quality and conforming to the technical requirements forany item of equipment thatmay not be available for one reason or another.

185

14.2. Any changes, amendments or supplements to the terms and conditions of thisContract shall be valid only if set forth in a written document duly signed byauthorized representatives of both Parties to the present Contract.14.3. After the Contract has been signed all the preliminary agreements, discussionsand correspondence between the Parties concerning this Contract are to be considerednull and void if conflicting with this Contract.14.4. The Contract becomes effective and comes into full force from the date ofsigning.15. Legal Addresses of the Parties

SELLER (ПРОДАВЕЦ):Continental Equipment Plc9 North Road Brighton BN1 5JFEngland

for and on behalf of the Seller (от имени и по поручению Продавца)Alfred RogersAlfred RogersChairman (Президент)

186

Contents

Module 1 Job Search Process 4Unit 1 Steps of Job Search Process 4 Language Development 21Unit 2 Job Interview 30 Language Development 35Module 2 Main Business Documents 44Unit 1 Résumé /CV 44 Résumé 44 Curriculum Vitae 54 Language Development 60Unit 2 Application form 64Unit 3 Business Letter – General Overview 69 Language Development 74Unit 4 Cover(ing) Letters/Application Letters 80 Language Development 83Unit 5 Reference Letters/Letters of Recommendation 87Unit 6 Enquiry Letter/Request Letter and Answer Letter 89

Letters of Enquiry/Request 89 Language Development 91

Answer Letter (Responding to Inquiries and Requestsfor Information) 93Language development 95

Unit 7 Letter of Complaint/Complaint(s) Letter and Apology Letter 99Letter of Complaint/Complaint(s) Letter 99Language development 104Apology Letter 109

Unit 8 Fax 112Language development 115

Unit 9. E-mail 118Language development 120

Unit 10. Memo 122Language development 125

Module 3 Business Plan 127Module 4 Contract 132Unit 1 Contract and its Features 132Unit 2 Contract Samples 148

187

Навчальне видання

ДІЛОВА ІНОЗЕМНА МОВА

(АНГЛІЙСЬКА МОВА)

МЕТОДИЧНІ ВКАЗІВКИдо практичних занять та самостійної роботи

для магістрів галузей знань0305 Економіка та підприємництво,

0306 Менеджмент і адміністрування та напрямів підготовки6.050101 Комп’ютерні науки та 6.050202 Автоматизація та

комп’ютерно-інтегровані технологіїденної та заочної форм навчання

Укладачі: Шапран Людмила ЮліївнаКуниця Людмила ІванівнаЧередніченко Галина Анатоліївна