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English for Managers
2
DESKRIPSI MATAKULIAH
English for managers is the 2nd Business English. It helps students to
study the theory of management and practices to be an excellent manager
in English . It develops 4 language skills, i.e. listening, speaking, reading and
writing, but it focuses more on speaking since managers need to
communicate in the business context. It makes students in groups to
conduct telephoning, meeting, negotiating, and presentations which
encourage them active in the teaching and learning process. It is expected
to give students knowledge and skills of being good managers in this
globalization era.
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TABLE OF CONTENTS
Unit 1 Management Basics 4
Unit 2 Telephoning 16
Unit 3 Meetings 34
Unit 4 Presentations 44
Unit 5 Negotiations 59
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UNIT 1
MANAGEMENT BASICS
Warming up Activities
READING
Careers in Business
Business is an increasingly important activity throughout in the world today.
Consequently, the opportunities for a business career have grown in variety in number.
There are now five broad fields or areas of business that offer exciting careers;
management, marketing, accounting, finance and data-processing. Within each of these
fields are specific jobs in which you can specialize. For example, within the field of
marketing you can specialize in market research, advertising, buying, selling, or
distribution. The figure below gives an idea of the general career opportunities that are
available in the various fields
of business.
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In choosing a business career , there are several questions you may want to ask. For
instance, does the work interest you?, are there any areas of business for which you
have an attitude? Or special capability? What are the opportunities involved, such as
demand (or made) for the job, salary, and chance for advancement? Answer to these
kinds of questions and careful planning will help in choosing a suitable and successful
career in business.
A. EXERCISE
Answer the following questions!
1. What are five different fields of business?
Five different fields of business are man, ……
2. What are some specializations within the field of finance?
3. What are some different types of managerial careers are…..
4. What are kinds of questions should you ask in order to choose a suitable and
successful career?
5. Can you add any more business fields or careers to figure 1? If you do not know the
name in English, describe the work!
In each of the examples below, three of the items are members of the same class and
one is not. Cross out the one that is not a member. Then write the name of the class to
which the other three belong.
1. Buyer/ banker/ seller/ distributor ………………….
2. Banker/ financial analyst/ stock broker/ accountant ……………………
Business fields and careers
MANAGEMENT
-general manager
-personal manager
-production manager
MARKETING
-Researcher
-Advertiser
-Buyer
-Sales
-distributor
Accounting
-bookkeeper
-private accountant
-public accountant
-government accountant
FINANCE
-banker
-financial analyst
-stock broker
DATA PROCESSING
-computer operator
Computer programmer
-system analyst
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3. Data processing/ finance/ marketing/ general manager ………
4. Computer operator/ computer programmer/ data processing/ system analyst ----
5. General manager/ management/ production manager/ personnel manager …….
6. Advertising/ management/ marketing/ accounting ……………………..
7. Private accountant/ banker/ government accountant/ bookkeeper …………
DEFINITIONS
What is Management?
According to Harold Koontz,
"Management is the art of getting things done through and with people in formally
organised groups."
Harold Koontz gave this definition of management in his book "The Management Theory Jungle".
According to Henri Fayol, "To manage is to forecast and to plan, to organise, to command, to co-ordinate and to
control."
Henri Fayol gave this definition of management in his book "Industrial and General Administration".
According to Peter Drucker,
"Management is a multi-purpose organ that manages business and manages managers
and manages workers and work."
This definition of management was given by Peter Drucker in his book "The Principles of Management".
According to Mary Parker Follet,
"Management is the art of getting things done through people."
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Meaning of Management
According to Theo Heimann, management has three different meanings, viz.,
1. Management as a Noun : refers to a Group of Managers.
2. Management as a Process : refers to the Functions of Management i.e. Planning,
Organising, Directing, Controlling, etc.
3. Management as a Discipline : refers to the Subject of Management.
Management is an individual or a group of individuals that accept responsibilities to run
an organisation. They Plan, Organise, Direct and Control all the essential activities of the
organisation. Management does not do the work themselves. They motivate others to do
the work and co-ordinate (i.e. bring together) all the work for achieving the objectives
of the organisation.
Management brings together all six Ms i.e. Men and Women, Money, Machines,
Materials, Methods and Markets. They use these resources for achieving the objectives
of the organisation such as high sales, maximum profits, business expansion, etc.
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Features of Management
Following image depicts fourteen important features of management.
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Now let's briefly discuss each feature of management.
1. Continuous and never ending process
Management is a Process. It includes four main functions, viz., Planning, Organising, Directing and Controlling. The manager has to Plan and Organise all the activities. He had to give proper Directions to his subordinates. He also has to Control all the activities. The manager has to perform these functions continuously. Therefore, management is a continuous and never ending process. 2. Getting things done through people
The managers do not do the work themselves. They get the work done through the
workers. The workers should not be treated like slaves. They should not be tricked,
threatened or forced to do the work. A favourable work environment should be created
and maintained.
3. Result oriented science and art
Management is result oriented because it gives a lot of importance to "Results". Examples of Results like, increase in market share, increase in profits, etc. Management always wants to get the best results at all times.
4. Multidisciplinary in nature
Management has to get the work done through people. It has to manage people. This is a very difficult job because different people have different emotions, feelings, aspirations, etc. Similarly, the same person may have different emotions at different times. So, management is a very complex job. Therefore, management uses knowledge from many different subjects such as Economics, Information Technology, Psychology, Sociology, etc. Therefore, it is multidisciplinary in nature.
5. A group and not an individual activity
Management is not an individual activity. It is a group activity. It uses group (employees) efforts to achieve group (owners) objectives. It tries to satisfy the needs and wants of a group (consumers). Nowadays, importance is given to the team (group) and not to individuals.
6. Follows established principles or rules
Management follows established principles, such as division of work, discipline, unity of command, etc. These principles help to prevent and solve the problems in the organisation.
7. Aided but not replaced by computers
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Now-a-days, all managers use computers. Computers help the managers to take
accurate decisions. However, computers can only help management. Computers cannot
replace management. This is because management takes the final responsibility. Thus
Management is aided (helped) but not replaced by computers.
8. Situational in nature
Management makes plans, policies and decisions according to the situation. It changes
its style according to the situation. It uses different plans, policies, decisions and styles
for different situations.
The manager first studies the full present situation. Then he draws conclusions about the situation. Then he makes plans, decisions, etc., which are best for the present situation. This is called Situational Management. 9. Need not be an ownership
In small organisations, management and ownership are one and the same. However, in large organisations, management is separate from ownership. The managers are highly qualified professionals who are hired from outside. The owners are the shareholders of the company. 10. Both an art and science
Management is result-oriented. Therefore, it is an Art. Management conducts
continuous research. Thus, it is also a Science.
11. Management is all pervasive
Management is necessary for running a business. It is also essential for running
business, educational, charitable and religious institutions. Management is a must for all
activities, and therefore, it is all pervasive.
12. Management is intangible
Management is intangible, i.e. it cannot be seen and touched, but it can be felt and
realised by its results. The success or failure of management can be judged only by its
results. If there is good discipline, good productivity, good profits, etc., then the
management is successful and vice-versa.
13. Uses a professional approach in work
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Managers use a professional approach for getting the work done from their subordinates. They delegate (i.e. give) authority to their subordinates. They ask their subordinates to give suggestions for improving their work. They also encourage subordinates to take the initiative. Initiative means to do the right thing at the right time without being guided or helped by the superior.
14. Dynamic in nature
Management is dynamic in nature. That is, management is creative and innovative. An organisation will survive and succeed only if it is dynamic. It must continuously bring in new and creative ideas, new products, new product features, new ads, new marketing techniques, etc.
B.Introduction To Human Resource Management
Every business unit needs human resource (manpower) for the conduct of different
business activities. In fact, no organisation can exist or operate efficiently without the
support of human resource. Such human resource includes top level managers,
executives, supervisors and other subordinate / lower level staff / employees. A
business organisation has to estimate its future manpower needs and adjust its
manpower planning and development programmes accordingly. This is called 'staffing'
function of management. Human resource management is also described as personnel
management or manpower management.
According to Edwin Flippo, "Personnel Management is the planning, organising,
directing and controlling of the procurement, development, compensation, integration
and maintenance of people for the purpose of contributing to organizational, individual
and social goals".
Various areas such as recruitment and selection, wage payment and industrial relations
are covered under human resource management.
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Meaning of Human Resource
In an industrial unit, large number of persons are employed in order to conduct various
operations and activities. This is treated as human resource or manpower employed. A
business unit needs material resources as well as human resource for the conduct of
various activities. Of all the "M"s in management (such as Materials, Machines, Methods
and Money) the most important "M" stands for Men i.e., manpower working in the
organisation. It is through manpower/employees that all other ingredients of an
enterprise-money, machines, materials, marketing, etc., are managed. In brief, Human
Resource (HR) constitutes the most important and the most productive resource of an
industrial / business unit.
It is rightly said that "machines are important in the production process but the man
behind the machines is more important". He transforms the lifeless factors of
production into useful products. Human resource (HR) is an important asset of a
business unit. Well-trained, loyal and efficient team of workers brings success and
stability to a business unit. This suggests the importance of human resource in business.
People and the organisation in which they work are inter-related and interdependent.
organisation moves towards prosperity only by using its available human resource
purposefully. Similarly, employees get various monetary and other benefits through the
prosperity of their organisation.
What is Human Resource Development? HRD
Human Resource Development (HRD) means to develop available manpower through
suitable methods such as training, promotions, transfers and opportunities for career
development. HRD programmes create a team of well-trained, efficient and capable
managers and subordinates. Such team constitutes an important asset of an enterprise.
One organisation is different from another mainly because of the people (employees)
working therein. According to Peter F. Druker, "the prosperity, if not the survival of any
business depends on the performance of its managers of tomorrow." The human
resource should be nurtured and used for the benefit of the organisation.
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Importance of Human Resource in Management
Human resource is most important resource in management and needs to be used
efficiently. This is because success, stability and growth of an organisation depend on its
ability in acquiring, utilizing and developing the human resources for the benefit of the
organisation. In the final analysis, it is the people (i.e employees) who produce
promising results and generate a climate conductive to the growth and development of
an organisation. HR is a highly productive corporate asset and the overall performance
of companies and corporations depends upon the extent to which it is effectively
developed and utilised. It is the most delicate factor of production and need not be
treated merely as a commodity to be bought and used in factories.
According to Peter Drucker, "The function of management is to manage managers,
workers and work". The importance of manpower in business management is now
universally accepted. Employees have a capacity to grow and develop, if suitable
opportunities are offered. They give positive response to monetary and non-monetary
incentives, training opportunities, favorable work environment and motivation.
According to Pigors and Myers, "Good management means getting effective results with
people". This suggests the importance of human resource.
Human resource is certainly important even in this age of extensive use of computer
technology. This is because machine cannot be used as a substitute for human brain
which has capacity to think, assess and react. It is correct to say that man is a power
rather than man has a power. Progressive / professional managements invest huge
funds on training and development of human resource and this suggests the importance
of human resource and its contribution in industrial and economic development.
Professionally managed companies in India such as Larsen and Toubro
Ltd, TELCO,Reliance, etc., give special importance and good attention to HRD.
The following remark of Shri Dhirubhai Ambani, former chairman of Reliance Industries
Ltd. (made in the 21st AGM held on 3/8/95), is worth noting in this regard. "Our People
: People are assets you can never show on a balance sheet. Our company has a human
resource asset of around 12,500 people; 3,000 of which constitute scientific and
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technical manpower. Every year we add over 450 young professionals. These motivated
and well-trained people are the backbone of our business. The team is young in spirit,
conscious of its responsibilities and committed to building world class assets for the
country".
Definitions of Personnel Management
1. According to Edwin Flippo, "Personnel management is the planning, organising,
directing and controlling of the procurement, development, compensation,
integration and maintenance of the people for the purpose of contributing to
organizational, individual and social goals."
2. According to George R. Terry, "Personnel management is concerned with the
obtaining and maintaining of a satisfactory and a satisfied, workforce."
3. According to British Institute of Personnel Management, in London, "Personnel
management is that part of management which is concerned with the people at
work and with their relationship within an enterprise."
Features of Personnel Management
1. Personnel management relates to managing people at work. It covers all levels of
personnel’s and their needs, expectations and so on. In this sense, it is a
comprehensive function and is basically concerned with managing people at work.
2. Personnel management is concerned with employees, both as individuals as well as
a group. The aim of personnel management is to get better results (for the
Organisation) through their involvement, motivation and co-operation. It is a
people-oriented process of bringing people and organisations together so that the
goals of each are met property.
3. Personnel management is concerned with helping the employees to learn and
develop their potentialities to the highest level for their benefits as well as for the
benefits of their Organisation.
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4. Personnel management is inherent in all organisations as all organisations
(including industrial and commercial) need manpower for the conduct of their
activities. They are concerned with recruitment, selection, utilisation and
development of manpower available. Personnel management is an integral aspect of
total business management.
5. Personnel management is a continuous activity/function in an Organisation as
personnel problems continue to exist as long as employees are working in an
Organisation.
6. Personnel management aims as securing willing co-operation of employees for
achieving organizational objectives. This is natural as industrial and other activities
can be conducted only with the support of human resources. http://kalyan-city.blogspot.com/2011/04/what-is-management-definitions-
meaning.html
TASK 1
Make groups of 4 – 5 students
Find the materials about finance and marketing management!
Make a paper of it
Present it!
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UNIT 2 TELEPHONING
1. ‘Shall I put you trough?’
Work with a partner. Ask him or her the questions below and make a note of the
answers. Then tell the class what ou found out.
1. How often do you make phone calls in English?
2. When was the last time you made or received a phone call in English? How waas
it?
3. Who do you normally speak English to on the phone? Are they native speakers or
non-native speakers of English?
4. What do you find most difficult about telephoning in English?
5. Describe your worst experience with an English phone call.
1. Three people are calling the company Micah Information System. Listen to the
three dialogues and complete the table.
Call 1 Call 2 Call 3
Who is calling
Who does he/she
want to speak to?
Does he/she get
trough? If not, why
not?
What will happen
next?
I’ll call you
back later. I’m
in English class
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British English American English
The line is engaged The line is busy
Mobile (phone) Cell (phone)
2. Listen again and complete the sentences from the dialogues.
1. Micah Information System. Sylvia___________________ .
2. I’ll _____________________ Mr Seide you ____________________ .
3. It’s Karen Miller_______________________ .
4. I actually _______________________ to speak to Maria.
5. Just ____________________ on a moment whie I make the __________________ .
6. I’m try _______________ Maria’s line is ________________ .
7. I’ll try ________________ later.
8. Let me just ____________________ a pen.
9. Nice to ________________ from you.
10. I’m actually talking someone on the other ________________ .
Which sentences (1-10) can be used:
a. to say who you are? 1,3 e. to say somebody (or you) can’t talk
now? _____
b. to open a conversation politely?
_____
f. to say you will call again late? _____
c. to say who want to speak to? _____ g. to take or leave a message? _____
d. to put a caller trough to another
person? _____
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3. Match the two parts to make questions from the dialogues.
1. Could I Speak a. my mobile number? _____
2. Can I take b. through to her _____
3. Could you ask c. have your number? _____
4. Could you tell me d. back in ten minutes? _____
5. Does Mr Seide e. your name again? _____
6. Is she there f. a message? _____
7. Shall I put you g. ask what it’s about? _____
8. Can I just h. at the moment? _____
9. Can I call you i. to Jorg Seide, please? a, b
10. Heve you got j. him to call me back? _____
Now match these answers wiith the questions. Sometimes more than one answer
is possible.
A. Certainly G. Yes, she is.
B. Yes, he does. H. I’m afraid he’s in a meeting.
C. Sure, no problem I. I need to ask her about the project
D. My name is John Ellis meeting next week
E. Yes, I have. J. Yes, please.
F. That would be great.
Successful telephoning
Phone calls can often be challenging in your own language, but when you’re speaking a
foreign language they are even more
difficult. There’s no body language to help
you, the audio quality is not always
perfect, and there is more time pressure
than in face to facce conversation. Below
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are some tips to make telephoning in English less stressful.
1. If you have to make a difficult phone call, spend a few minutes preparing first.
Think about what you want from the phone call. What make the other perso say?
Make notes of English phrases you can use during the call.
2. Try to relax. Make sure you have enough time for the call, and don’t hurry. It’s
better to have a successful ten-minute call than unsuccessful five-minute call..
3. Sometimes receiving an unexpexted call can be very stressful. To give yourself
some time to prepare for the call, you might want to tell a ‘white lie’ (I’m sorry,
I’m actually in a meeting right now. Can I call you back in ten minutes?) and call
back when you feel more confident.
4. It’s important to make a little small talk with the other person before you talk
business, but don’t spend too long cahtting. Get to the point of the call quickly. If
you’re talking to a native English speaker, listen for words like well, so, and
anyway- these are signals that it’s time to talk business.
5. Speak more slowly and at a lower pitch than you would during a face-to-face
conversation. It makes you sound confident, helps the other person to
understand you, and calm you down if you are nervous.
6. Don’t be afraid to ask a caller to repeat something (I’m sorry, I still didn’t catch
that. Could you say it again more slowly?). It’s better for the caller to repeat a
piece of information five times than for you to write down the wrong
information.
7. Smile! Altough it sounds strange, the other person can hear if you are smiling – it
makes your voice sound friendlier.
Over to you
What is the thing you find most difficult on the telephone? How could you make it
easier? Can you think of five things you could do to improve your telephoning skills in
English? For example, record English calls and listen to them with your English teacher,
or telephone an English-speaking friend for practice.
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2. Answering the telephone and asking for someone on the telephone. Here are some ways to answer the telephone, greet somene on the telephone and ask to
take a message on the telephone.
Expression
Answering a telephone call
a. At home, give a simple greeting: Hello? Good morning/afternoon/evening Yes? (not very friendly) Yeah. (very informal)
b. At work, say your name or the name of your organization or both: Karen Garner. Modern Hardware. Karen Garner, Modern Hardware. Professor Brown’s office.
Making a telephone call
Hello. This is Greg Hello. Can/may/could I speak to Jeff, please? Hi. This is greg. Is Jeff home? Good morning. My name’s Greg Hardy. Can/may/could I speak to manager, please? Hello. Is Jeff there? (informal) Hi. Is Jeff available (informal) Hello. The manager, please. (informal) Example: Greg : Good morning. May I speak to Professor Brown please? Secretary : May I tell him who’s calling, please?
Structure of a call
Beginning -------------------- Middle ----------------------- End Introduce yourself get who you want small talk state problem/reason for call
Ask questions Get/give information Confirm information
Signal end Thank other person Small talk Refer to next contact Close call
( May I help you?)
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Check that there’s nothing else to say
Exercises
1. Introducing yourself and saying what you want.
You are on the phone. Complete the sentences with the correct words on the
right.
a) Can I _____________ to Mr. Johnson, please? Speak/say
b) __________________ Jan Van der Saar My name’s/ I’m
c) I’m __________ from Amsterdam Staying/ calling
d) Can you ________ me the purchasing department, please? fix/ give
e) I’d like some ____________, please. informations/
information
2. Leaving and taking messages
Complete the exchanges below with words from the box.
A: Can I __________ message?
B: Yes, please. Pleae ___________ him I’ll arrive at about three in the afternoon.
C: He isn’t here at the moment. __________ you like to leave a message?
D: Yes, _____________ you say Mr. Sorensen called? C: I’m sorry, can you ______________ your name? D: Yes, it’s Sorensen. S...O...R...E...N...S...E...N E: Shall I ask him to _______________ you tomorrow?
F: No, it’s okay. Please tell him I’ll _______________ later.
G: I’d like to __________ a message for Mr. Casey, Please.
H: yes, of course. Who’s calling?
G: Angelo Gherrini, from Milan.
3. Asking for repetition
Make sentences from the following.
a) can I’m that you repeat sorry? didnt’ you I hear.
b) said I’m undesrtand I what didn’t you sorry. you that spell can
please?
c) sorry speak I’m slowly more please. say you what
did?
Leave Take Could
Call would
tell call back
repeat
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Please choose the appropriate word.
1) Could you please attend / answer the telephone?
2) Could you please send us a recipe/ receipt for the good we have purchased?
3) I’d be grateful if you could call me sometimes / sometime next week.
4) This is a very sensitive / sensible problem, so please don’t discuss it with people
outside the company
5) In order to save costs, you are asked to be economic / economical with
photocopying.
6) Organizing retirement pensions is a personal / personnel issue and you should
contact human resources for further information.
7) I wondered if you would be willing to attend the meeting on Monday in my place
as I’m not interesting / interested in the issues.
8) This company is going to give us advice / advise on marketing abroad
Do you know about the differences between British and American English?
British English American English Accomodation Alter
Bill (for food)
Check
Biscuit Cookie
Engaged (telephone)
Busy
Fill in
Fill out
Luggage
Baggage/Luggage
Reception Front desk/Front office
Taxi Cab
Petrol Gasoline Holiday
Vacation
Return
Round trip
Truck
Lorry
Line
Queue
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3. ‘Could you spell that for me?’
STARTER How good are you at giving information over the phone? Do this quiz on
numbers and symbols. Compare your answers with a partner’s, then check in the
key.
How do you say these numbers in
English?
a. 647
b. 9,235
c. 1,574,398
d. 1.955
e. €15.40
f. 0049 30 2970 6634
What does a comma (,) show in
an English number? And a point
(.)?
What are these symbols called in
English?
a b c d
e. /
f.
g. #
h. *
i. (
j. )
Refer to the Numbers, dates, times, symbols page of the MultiROM for more
information about saying numbers and symbols in English.
1. Arno Maier works in a small import/export company in Hamburg. Listen
tto the two calls Arno makes and receives, and correct the mistakes in the
notes.
relay switch
model RS 788
unit price:
1,000 units = €1.65
Misha Oberemok
Delivery addres
Mitscevitch Ulittsa 6
97000 Kiev
I can think of at least
15 reasons why I
should fire you!
Sorry, did
you say 15
or 50?
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2,000 units = €11.34 Fax no. (+380 44)
244 4240
2. Listen to the dialogue again and complete the setences and questions
below.
Call 1
I have a question ___________1 your relay
switches. Are you the ________2 person
to ask?
What _________3 your question?
Could you _________4 me what the unit
price would be for orders over a
tousand units?
That was the RS 877, __________5?
Sorry, I didn’t __________6 the second
price
Call 2
I’m ________1 about the order you faxed
us yesterday.
I just wanted to ___________2 it.
Do you have a ___________3?
Would you like me to ________4 that for
you?
Let me just ________5 that back to you.
Sorry, what was the post code ______6?
HOW TO BE LESS DIRECT
Generally, in English, the less direct sentence is, the more polite it is. For
example, we often use the past tense (was, wanted) instead of the present tense
(is/want). The past tense is more polite, because it’s less direct.
What was your question?
I just wanted to check ...
I wanted to ask about ...
Similiarly, we often use could and would to make questions or statements less
direct.
Could you tell me what the price would be? (instead of Can you tell me what the
price is?)
What would be your preferred of payment? (instead of What is your ...?)
3. Rewrite the sentences below to make them less direct, as in the example.
1. What is your questions? __________________________________________________________ What was your question?
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2. Can you tell me your name? ______________________________________________________
3. I just want to check the adrres. ___________________________________________________
4. What is your name again? ________________________________________________________
5. What do you want to know? ______________________________________________________
6. What is your charge for delivery? ________________________________________________
7. How long does is take to send it? _________________________________________________
8. I want to ask if you have time to meet tomorrow. ______________________________
_________________________________________________________
Active listening strategies can help you to communicate more effectively on
the telephone.
When listening, say word like right, uh huh, yeah every few seconds to show
that you are paying attention. The other person feels more relaxed because
it’s clear that you are there and actively listening tot them.
Check each piece of information that the other person gives you – even if you
think you have understand everything perfectly, you might have actually
misunderstood something the other person said.
You an do this by:
Echoing, in other words by
repeating what the other person
said, to make sure you
understood correctly:
A We can deliver on Tuesday.
B Tuesday. Right.
Asking for clarification:
A Our address is 40 George Street.
B Sorry, did you say 40 or 14?
Reading numbers and other
important pieces of information
back to the other person:
A My number is 2389 5354
B Let me just read that back to
you. So that’s 2389 5354
You can also ask the other person to
read number back if they don’t do it
themselves. Can you just read that
back to me?
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4. Complete these extracts from a telephone conversation
with words from the box.
And your name was ● Did you say ● Let me just read that
back to you ● So that’s ● Sorry, was that ● To Poland
1. Iwona Well, first of all, how long would it take to ship a
consignment to Poland?
George _____________________________________1? I would say beween a week and
ten days by sea. We could also send a shipment via air freight, but
that would naturally be more expensive.
Iwona _______________________________2 a week to ten days?
George Yes, that’s right.
...................................................................................................
2. Iwona So that’s 58 for Gdansk, than 61 3453.
George _______________________________3 3453 or 245 3?
Iwona It’s 34 5 3.
George Right. ________________________4. It’s 00 48 5861 3453.
..................................................................................................
3. George Great. __________________________________5 Iwona ...?
Iwona Jakubik. That’s spelt J-A-K-U-B-I-K.
George ______________6 Iwona Jakubik. J-A-K-U-B-I-K. Got you..
.................................................................................................
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27
4. ‘Let me get back to you on that.’
STARTER Look at these voicemail greetings from four different companies. Which
is the best, in your opinion? Why?
Does your company or do you have a voicemail greetings in English? If so, what is
it? If not, work with a partner to write one.
Note: Some people still say answerphone or answering machine for voicemail.
1. Listen and write down the messages.
MESSAGE For Valeria Giuliani From
What is wrong with the second message? What would your reaction be if you
received it?
1. Hello. You’ve reached
Yo-Yo Design. Leave a
message
2. You’ve reached Hudson Engineering.
Unfortunately no one is available to
take your call at the moment. You can
call us back during normal office hours.
Leave a message after the tone or send
us a fax on 0177 813 814 11. Thank you.
3. Hello. Fusion Financial Services,
Joel Parker speaking. There’s no one
here at the moment, but you can
leave a message after the beep and
we’ll call you back as soon as we
can.
4. HI, this is Cecilia’s voicemail. I’m
out of the office until the 5th. If
it’s urgent, please contact Jeff
Yuong on extension 439. Thanks
MESSAGE
For
From
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28
2. Listen to the voicemail greeting and the first caller’s message again and
complete the sentences.
You’ve ___________________1 Lessa Logistica. ____________________2 no one is
_____________________3 to take your call at the moment. Please _______________4 a message
after the ___________________5.
____________________6 is Walter Jackson ___________________7 for Valeria Giuliani. Maybe
you can ______________________8 back to me as soon as you’ve __________________9 the date
and time with everyone.
I think you have my number already, but here it is __________________10, just in
___________________11.
Hope to speak to you _____________12.
HOW TO STRUCTURE A MESSAGE
It’s important to structure your message clearly when you speak on an answering machine. Here is one way to do it.
Say who you are and (id necessary) who you are leaving the message for. Hello, this is ... calling for ...
Explain the message step by step. I’m calling about ... / I just wanted to confirm ...
Say what action you would like the other person to take (if any). Maybe you could get back to me ... / Could you call me back ...?
Make sure the other person knows how to contact you. Here’s my number .../ You can reach me on ...
Don’t forget to keep your message as short as possible and to talk slowly and clearly.
3. First call Walter Jackson back (message 1) and leave a message on his
voicemail to confirm the date and time of the meeting, Then use your notes
from exercise 1 to rewrite Seth Prescott’s
message ( message 2).
4. Work with a partner. Use your information in the
Partner Flies to practice leaving messages.
5. Anke Schmidt works at JKL Consulting in
Stuttgart. Listen to these two phone calls she
receives and say in which call:
a. the caller gets through.
b. the caller leaves a message.
c. the caller gives his or her phone number.
d. Anke says she will ring back.
e. Anke says she will ask a colleague to ring back.
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29
Now listen again and write down the two messages.
CALL 1
CALL2
6. Put the words in the right order to make sentences from the first call. Then
listen again to check.
1. afraid here I’m the isn’t at moment Jonathan
2. message likw him leave would to a for you ?
3. me pen get let a
4. call Jonathan shall ask you back I to ?
5. number he does your have ?
6. gets I’ll your make Jonathan message sure
Now match the two parts of sentences from the second call. Then listen again to
check.
a. I’m calling about c. You told me e. Can you give it to me again b. You said that d. Can I call you back later
today f. I’ll talk to Henry and
REFERING TO PREVIOUS COMMUNICATION Normaly, when we are calling someone back, we need to refer to previous communication like a phone call or an email to explain why we are calling. This can involve reporting or summarizing what another person has said. When we do this, we normally put tenses one step back ‘into the past’, as in the examples below. ‘Sorry, I’m not too busy.’
Henry was too busy to join the team just in case?
as soon as I’ve had chance to speak to him? that we could take Maria instead.
the email you sent me yesterday call you straight back
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7. Complete the reported sentences, as in the example.
1. ‘The quality is too low.”
They said ___________________________________________________________________________
2. ‘Maybe we can find another supplier.’
She told me _________________________________________________________________________
3. ‘It will be difficult to schedule a new meeting.’
He said ______________________________________________________________________________
4. ‘Can you deliver earlier?’
They asked _________________________________________________________________________
5. ‘We hired two new employees.’
You mentioned _____________________________________________________________________
6. ‘I’m going to the UK in June.’
He told me __________________________________________________________________________
8. Complete the sentences with prepositions from the box.
about ● after ● at ● for ● in ● on ● to ● until
1. Unfortunately no one is available to take your call _______ the moment.
2. Please leave a message _________ the beep or send us a fax ________042 823 4421.
3. This is Adam Gray calling _________ Stefanie Renner
4. I’m calling ________ the email you sent me yesterday.
5. Maybe you can get back _________ me.
6. I’ll be ________ the office _________ 5 p.m. today If you want to call me.
9. Work with a partner to make two phone calls. Look at the Useful Phrases
below before you look at your role card in the Partner Files
USEFUL PHRASES
Taking a message I’m afraid [name] isn’t here at the moment. Would you like to leave a message for her/him? Let me just check (that) I’ve got that right. Shall I tell [name] to call you back? Does [name] have your number? I’ll make sure [name] gets your message. I’ll tell him/let him know that you called
Leaving Message This in [name[. I.m calling about .... [name] asked me to call her/him (back) I just wanted to check/confirm/ask if ... Could you ask her/him to call me back? I’ll be in the office today until ...
that the quality was too low
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Useful Phrases and vocabulary Opening a call Identiffying yourself This is Leo Pearson from Griffin Plc. Explaining the reason for the call I’m calling about ... I have a question about ... I wanted to ask about ... Are you the right person to ask? Getting through to the right person Asking for the person Could I speak to Bob Little, please? Is Katja there, please? Could you put me through to your accounts department, please? Listen, Steve, I’m actually trying to ger through to Paula. Is she there at the moment? When the person isn’t available Oh, that’s a pity. I’ll try calling later. Can I leave a message for him/her? Can you ask him/her to call me back, please? Taking a call Identifying yourself Micah Information System. Sylvia speaking. HCE Ltd. Arno Maier speaking. How can I help you? So, what can I do for you? Transferring a call Can I just ask what it’s about? Can you hold on a moment, please? I’ll put you through. I’m connecting you now. The line’s (still) busy. Would you like to wait, or shall I ask him/her to call you back? I’m afraid his/her line is engaged (Am Eng: busy).
Calling someone back Sorry, I’m really busy at the moment. Can I call you back later/in ten minutes? I’ actually talking to someone on the other line. I think I’ve got your number, but you can give it to me again just in case? Returning a call I’m just returning your call from yesterday. You left a message on my answering machine. Ending the call Thank you very much. ---Your welcome. Just let me knnow if there’s anything else I can do for you. --I’ll do that. Speak to you later. Bye now./Goodbye. Communication problems I didn’t catch that (last part). Could you repeat that, please? Can you speak up a bit, please? Could you speak a little bit more slowly, please? Could you spell that for me, please? This is a really bad line. Sorry, we got cut off ... Anyway, as I was saying ... Messages (in person) Taking a message Can I take a message? Does (s)he have your number? I’ll tell him/her you called Shall I ask him/her to call you back? I’ll make sure he/she gets your message. Checking the message Let me just read that back to you. Let me just make sure that I got that right.
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Shall I give you his/her extension number? When the other person isn’t available I’m afraid Ms Thomson is unavailable at the moment. She’s on another line/in a meeting/on a business trip. I’m sorry. but Derek isn’t in the office today. Can I take a message? Would you like to leave a message for her/him? Would you like to call back later? Can I help at all?
You’d like to know if ... Was that M for Michael or N for Nancy? Sorry, did you say 42 04 or 42 14? Sorry, what was the post code again? Leaving a message Could you ask him/her to call me back? My name is John Ellis. I’m calling from Retex Pic and my number is ...
Messages (answering machines) Greetings You’ve reached Lessa Logistica. Unfortunately no one is available to take your call at the moment. Our normal office hours are 9 to 5. Mondays to Fridays. Please leave a message after the beep or send us a fax on (Am Eng: at) ... Hello. This is Cecilia’s voicemail. I’m out of the office until 3 p.m./the 5th. If it’s urgent, please contact Jeff on (Am Eng: at) extension 439. Thanks. Leaving a message This is Walter Jackson calling for Toshiki Kitano. I’m calling about ... Maybe you can get back to me. I think you have my number already, but here it is again just in case. It’s ... I’ll be in the office until 6 p.m. today if you want to call me Hope to speak to you soon. Mobile phones Where are you? --I’m on the train. --I’m actually in the office. You can call me on my landline.
Making arragements Suggesting a meeting Do you have time to meet next week? I was wondering if you might have time to meet next week. It would give us the chance to talk about ... Suggesting times and places When would suit you? Where would you like to meet? Would Monday be Ok for you? How about Wednesday morning? Shall we say 10 o’clock in my office? Maybe you can pencil me in on Tuessday morning. Reacting to suggestion I just need to check my diary. I think that should be possible. Tuesday’s bad for me, I’m afraid. I’m tired up all day. Yes, that would be good for me. Confirming an arrangement OK, so I’ll see you Wedneday, then. So that’s Monday at 10 a.m. at your offfice. Changing arrangements I’m calling about our meeting tomorrow. I’m afraid something has come up.
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--I’m afraid I’m in a meeting at the moment. Can I call you later? Have you got couple of minutes? My battery’s low – we might get cut off, I’m afraid. Sorry. you’re breaking up (a little). Listen. I think I’m losing the connection. I’d better go. Small talk Asking how someone is How are you? How are you doing? How’s business How are things in Prague? Answers Fine, thanks. And you? No (so) bad. A bit busy, as always. Oh can’t complain. How are things with you? Small talk questions What have you been up to? --Nothing much, apart from work, to be honest. --I’v just go back from holiday. How’s the weather over there? --Wet, as usual! --Really nice, for a change. How was your holiday? --Very nice. We had a great time. --Don’t ask! It wasa complete disaster
One of my clients has cancelled/brought forward our appointment. The meeting lasted longer than I expected. I wanted to ask you if we could meet a bit earlier/postpone our meeting. I was wondering if we could reschedule our appointment. Would it be possible to meet a bit later? When you are late for an appointment I’m afraid my meeting has taken longer than I expected. I might be a few minutes late. I should be there by 3 at the last. Complaints Making a complaint Are you the right person to talk to? There appears to be a small problem with your latest consignment. There appears to be a mistake on the invoice you sent us. You seem to have forgotten the attachment. Some of the components don’t seem to work. Clarifying the problem What’s the problem exactly? Could you explain the problem in more detail?
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UNIT 3 MEETINGS
1. Read the internal email below.
To: Karin, Frank, Mirja from: Tasha
Subject : Brainstorming before meeting with Jackson’s.
Dear all,
As you are all aware, we have to schedule a meeting with Jackson’s in
order to negotiate a master agreement.
To make sure we are prepared properly, we should have a brainstorming
session to discuss the details, set up an agenda, and find a date for actual
negotiations.
I propose we meet on 24 June at 10.30 a.m. Please let me know if the date
and time are OK.
Karin : Could you please do some calculations to enable us to set the price
range within which we can negotiate? Additionally, we have to talk about
acceptable delivery and payment terms. The quotation was OK, but the
terms need to be discussed.
Frank : I require all the details of the quality report because we have to
specify a standard level of quality in one of the contract clauses. The
proposal from Jackson’s shows a production time of ten working days plus
transportation time. Please, let me know the minimum delivery times to
ensure continuous production.
Mirja : you researched Jakson’s. would you please join us and give us
some more detailed information on the company?
I will chair the meeting, but I need someone to take the minutes. Can you
check your availability and let me know when we meet on the 24th?
If you have any questions, please contact me.
Regards,
Tasha
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Now, answer the following questions.
1. When does Tasha want to meet her team?
2. Who should be at the brainstorming meeting?
3. Why are they meeting with Jackson’s?
4. What should Frank bring to the meeting?
5. How long does it take to make the product?
2. Underline the expressions used in the email to ask for information. Put a circle
around the ones used to plan a meeting. One of each has been done for you.
GETTING INFORMATION AND ASKING FOR HELP When asking for information or help, you can express your request in either an informal or a formal way. Here are some examples for both.
Informal I need ... How about ...? Where is/are ...? Do you know ... ? How is ... going? Have you got a moment?
Formal I would like ... Please let me know ... Do you have any details on ...? What is/are the alternative(s) here? Who is responsible for/in charge of ...? Can I ask you a favour? Can you help me with ... , please?
3. Certain words have verb and noun forms. Complete the table using words from the
email. Compare your results with a partner.
Verb Noun Verb Noun To negotiate 1. To quote 9. To propose 2. 10. specification 3. Arrangement To produce 11. To discuss 4. To transport 12. 5. preparation To chair 13. 6. calculation 14. information To deliver 7 15. Production 8. Payment To meet 16.
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36
GETTING INFORMATION
Getting information from business partners is always important. This can sometimes be
more difficult when negotiating from people from other cultures. For this reason, it is
necessary to try and keep cultural differences in mind.
4. Tasha has asked Karin to come to her office. She needs some information before the
meeting. Listen to the dialogue, then say whether these statements are true (v) or
false (X).
1. The internal meeting date is on June 22nd …………..
2. Tasha asks Frank to take minutes of the meeting ………..…
3. Tasha is not happy with the price Jackson’s has proposed ……………
4. The delivery and payment terms are very good ……………
5. Karin has lost the quotation ….………….
6. Tasha’s objective is to agree a target price ……………
7. Tasha wants payment terms which are similar to those offered by other
firms. ………………..
Now, listen again and check your answers. Then, correct the false sentences.
THE MEETING
STARTER
Which of these suggestions for the early stages of a business meeting do you agree
with? Explain why.
Shake hands and exchange business cards.
Keep the conversation on business topics only.
Ask a lot of questions.
Make notes on the answers given.
Always be friendly.
Stay formal.
Talk about how you feel.
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1. A chain of European bookshops, Boookmark PLC, is discussing a distribution
contract with Books to Go, a cut-price, American bookstore. Read the cover letter.
To : Joanna Duncan- Books to Go Corp., New York From : Mark Taylor – Bookmark PLC, London Date : 29 October 2010 Attachment : Agenda for first organizational meeting Re : final version of the agenda.
Dear Ms. Duncan, We are writing to confirm that our CEO, Joseph Daniels, has agreed to meet with your directors to discuss distribution possibilities. As you may know, our aim is to internationalize Bookmark’s range. We understand that you wish to have a high-profile European presence. Please, find attached our proposal for the agenda for this initial meeting. Following our recent telephone conversation, we suggest that the meeting take place in Paris, as it is a neutral venue. We can then combine this meeting with a visit to the Paris Book Fair, which take place from 14-16 April. We hope that Friday, 13 April is a suitable date for you. Our directors have a reservation at the Hotel de Lafayette and we have chosen it as the location for the meeting. A meeting room for a maximum of ten people and two small separate rooms have been reserved for that date. Our company will act as hosts for the meeting and will therefore cover the costs involved. If you have any queries about this, please contact me on 020 989789 or by email. I look forward to finally meeting you on 13 April Best regards, Mark Taylor
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AGENDA Participants:
Bookmark PLC Joseph Daniels –Chairman of the Supervisory Board (will chair meeting) Rachel Philips- Finance Director Mark Taylor – Sales Director Brian Newson –Operating Director
Participants : Books to Go Corporation Valentine Stevens –CEO George East – CFO Paul Richardson – Sales Director Dennis Griffith –Website Controller Joanna Duncan- Personal Assistant (PA) to Mr. Stevens
Date and Venue Meeting date : 13 April 2010 at 10.00 am Venue : Hotel de Lafayette, Paris Agenda 10.00 Short history of company- the possibilities are seen by Joseph Daniels 11.45 Opening statement – review of available titles for Europe- Books to Go 12.45 Lunch in hotel restaurant 14.00 Private meeting for each company in separate rooms 15.00 Return to meeting room-first proposals from each side 17.00 Advertising and website issues 17.30 Initial schedule Date of next meeting AOB Close
2. Using the email and the agenda, answer the following questions by stating yes, no
or don’t know
1. Have mark and Joanna met before?
2. Has paris been chosen for the meeting because of the book fair?
3. Is Bookmark based in New York?
4. Will Mark write the minutes of the meeting?
5. Is April 13th OK for all?
6. Is Mr. Stevens staying at the Hotel de Lafayette?
SENDING A COVER LETTER OR EMAIL
Formal Opening Sentences
I am writing to confirm ………..
This is to confirm………
Following our telephone conversation………………
Following our recent discussions………….
Attached you will find……………
Formal Closing Sentences
I look forward to meeting/ seeing you
If you have any queries, please contact me at……….
It will be nice to see you at the meeting in/on……..
Do not hesitate to contact us if…………
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39
Amending and confirming the agenda
A complete agenda ties up loose ends
At the beginning of the negotiation, go through the agenda and ask for agreement. A
clear agenda that both parties agree to is very helpful in keeping a negotiation effective
and concise.
The agenda helps both parties in three ways. It:
Sets a positive atmosphere
Prioritizes the points to be discusses and provides a clear timetable
Allows both sides to include all points to be discussed.
Don’t underestimate the power of the agenda. It saves time and builds the relationship.
3. Bookmark and Books to Go each discuss their aims for the meeting. Listen to each
meeting and answer the questions below.
1. What are Bookmark’s main goals for the meeting?
2. What are Books to Go’s main objectives?
3. Do they have any conflicting aims?
4. Which company has financial problems?
Formal questions to confirm details
Could you please confirm that you have received the revised agenda?
Does the agenda meet your needs/ expectations?
Do you agree with other items?
Shall we move forward on this basis?
Adding in a final point and justifying it
I believe we will need to speak about………as well
………….has reminded us that we must discuss ………..because…………..
It has occurred to us that we need to add ………..to the agenda.
…………must be discussed because………..
Could we put…..on the agenda after point……..?
Closing expressions
I look forward to meeting you.
It will be nice to put a face to a name
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5. Which company has a problem with unsold older books?
4. Match the sentences parts. Which sentence is said by which company? Write “B” for
Bookmark and “BTG” for Books to Go.
------------1. If we increase the range of stock available, a. I won’t insist on including fiction as well
------------2. If we say we’ve already covered all the costs, b. it will help with sales.
------------3. If they give us a good deal on our list of non fiction, c. we’ll let them sell their books in our
stores.
------------4. If they work with us on he website, d. they might not want to contribute
------------5. If we can get a quick agreement, e. that should help
5. Listen again to how the participants are introduced. Tick the phrases you hear in
the box below.
MEETING AND GREETING
How do you do? (answered with ‘How do you do?’)
Very pleased to meet you.
It is a pleasure to meet you…………………………
May I introduce …………..He/She is………………
This is ……………He/she heads our……………….
Have you met………………?
I don’t think you have met……………………………
Write a few short sentences about yourself and give them a partner. Take it in turns to
introduce each other using the expressions below.
-----------------------------------------------------------------------------------------------------------------
-----------------------------------------------------------------------------------------------------------------
-----------------------------------------------------------------------------------------------------------------
-----------------------------------------------------------------------------------------------------------------
-----------------------------------------------------------------------------------------------------------------
-----------------------------------------------------------------------------------------------------------------
Read the chairman’s welcoming speech and fill in the gaps with the words below.
Come up with
Fall in with
Go along with
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41
Look forward to
Put up
Bookmark PLC
Mr. Joseph Daniels- Chairman of the supervisory Board
Venue : Hotel de Lafayette
Chairman’s speech
Good morning, ladies and gentlemen. It’s my pleasure to welcome you to our first
meeting. I hope you had good flights and you’ve all managed to check into your
hotels, where I’m sure you will be well looked after. We have
…………………………(1) all our guests in an excellent hotel and I think most of the
local hotels have ………………..(2) some good ideas to make a business traveler’s
stay satisfactory.
I hope you can all …………………..(3) the agenda, which was circulated and agreed
before the meeting. We feel the meeting should be held in a friendly and co-
operative spirit and hope that you can all …………………………..(4) our decision to
take these values forward into the new venture. This attitude will, I believe, be
beneficial for our business and I ……………..(5) our co-operation.
LISTENING 1
Hear Hear….
In this episode, we look at how to keep to the point in meetings. You can watch the
video or just listen to the audio.
TAN : Well, I’m not (1) ____________________ that the work is as urgent as this
report suggests, so perhaps we should ....
LIN : Oh come one- the building is practically falling down!
DENISE : Sorry Lin, I don’t think Tan had finished. We’ll (2) ___________ you in a
minute.
LIN : Sorry.
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42
TAN : As I was saying, perhaps we should get a second opinion before we
spend any money.
DENISE : Thank you, Tan. What’s your opinion, Walter?
WALTER : Well, as far as I’m __________________, it’s a question of safety. So I think we
should go ahead.
TAN : Are you (3) ________________________ that someone could get hurt?
WALTER : (4) _____________________________, yes. If you ask me, there is a serious risk of
an accident. And, it’s not a recent problem.
TAN : Are you (5) ______________________ we should have done something earlier?
WALTER : (6) _______________. It’s a real concern.
LIN : Hear hear!
TAN : In that case, I agree- we should do something now.
JOHN : I think so, too.
DENISE : Thank you, Walter. Well, if there’s no...
BARBARA : (7) ___________________, Madame Chair person.
DENISE : Yes, Barbara.
BARBARA : (8) __________________the problem with parking? There were no places
again this morning.
WALTER : Maybe if you got to work on time...
DENISE : All comments through the chair (9) ________________________, Walter.
Parking isn’t on the agenda for this meeting-perhaps you (10)
_____________________ it for our next meeting Barbara. Well, if there’s no more
discussion, we’ll put it to a (11) _______________.
JOHN : Hear hear!
Phrases you can use to express disagreement.
1. I’m afraid I’m not convinced
2. I don’ entirely agree
3. I’m not sure about that
4. I can’t agree with you there
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5. I don’t think that’s quite correct
Some phrases you can use to introduce your opinion about something.
1. In my opinion
2. as far as I’m concerned
3. If you ask me
4. The way I see is this....
5. I think...
6. I believe...
How to make clarification?
1. Are you suggesting that....
2. Are you saying that ...
3. Do you mean.......
4. Are you implying that...
In a meeting, there is a time factor, it may be necessary to cut people short.
Examples:
Tan : ...and furtheremore if we look more closely at some of the estimates, we can
see..
Denise : Excuse me, sorry, Tan. Perhaps we should move on.
Tan : I’m nearly finished.
Some other phrases are:
1. Perhaps, we should move one
2. We do have to keep an eye on the time
Phrases on agreeing:
1. I agree
2. In that case, I agree
3. I’ll go along with you
4. I couldn’t agree more
5. That’s right
6. I concur
7. Absolutely
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UNIT 4 PRESENTATIONS
Warming up activity Try to find out the differences at the following pictures
What are they doing?
What is the teacher doing?
Do you think that the students really listen to the teacher explaination?
Do you think that the teacher is a good prensenter?
What do you know about a good presenter
Watch the short movie as there are some tips for being a good
presenter and bad examples of presentation.
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45
Public speaking is speaking to a group of people in a structured,
deliberate manner intended to inform, influence, or entertain the listeners. In public speaking, as in any form of communication, there are five basic elements, often expressed as "who is saying what to whom utilizing what medium with what effects?
http://www.publicspeaking.co.nz/public_speaking_definition.html
Public speaking is:
1. the act or process of making speeches in public
2. the art of effective oral communication with an audience
http://www.merriam-webster.com/dictionary/public%20speaking
Here, one type of public speaking is presentantion. Then, you should know that there are various presenstations. Examples of them are written bellow
Press conference : two chief executives tell journalist why their companies have
merged
Briefing : a senior officer gives information to other officers about a
police operation they are about to undertake
Demonstration : the head of research and development tells non-technical
colleagues about a new machine
Product launch : a car company anoounces a new model
Lecture : a university professor communicates information about
economics to 300 students
Talk : a member of a stamp collecting club tells other members about
19th century British stamps
Seminar : a financial adviser gives advice about investments to eight people
Workshop : a yoga expert tells people how to improve their breathing
techniques and gets them to practice
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46
The following is the checklist for one’s presentation whether she is good or not in speaking in front of audience
Checklist
Overall
Does she/he consider the audience
Does she have clear objectives (to inform, to amuse, to persuade)
System
Is her/his presentation well-prepared
Is there a clear structure (beginning, middle, end)
Does she link the parts together
Is the content relevant and interesting
Has she considered the timing
Delivery
Does she speak clearly?
Does she speak at the right speed?
Does she use appropriate language?
Body language
Does she use her body to emphasize meaning?
Does she maintain eye contact with the audience?
Does she appear confident and positive?
Visual aids
Are the visual aids clear?
Do they suport her message?
Does she use the equipment professionally?
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47
Language Focus There are some tenses that can be implemented in one’s presentation. They are written bellow. Try to study the them. Past time Sometime ago lastyear in the past back in 1978
The past simple The past simple is used to indicate finished time: Size joined the company in 1994. Regular verbs form the past simple by adding -ed to the verb stem. The -ed end ing can be pronounced in th ree different ways: It / announced /Id/ started Id! ordered Irregular verbs form the past simple in a number of ways. It sometimes helps to group them by sound: buy – bought, catch - caught , teach- taught
Recent time Over the last few years recently since 1992
The present perfect The present perfect is used when the time is unfinished or not stated. lt is formed with have/has+ the past pa rt iciple: He has resigned. They have retired. The auxiliary have/has usually co n tracted in spoken English: 'He's just started: 'They've already left .'
Present time currently at the moment now at present
The present simple The present simple is used to report on current status: It currently stands at 180. He is retired 'IOW. Don't forget to pronou nce the -s in the third person: It stands. He lives.
For making good presentation there are some steps that sould be followed. They
are
1. Introducing yourself and your talk
2. Presenting the materials
3. Signalling the end
4. Summarizing,
5. Closing
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6. Inviting questions
Introducing yourself and your talk
For the introduction you can implement the following expressions
Greeting, name and position
Good morning. My name’s Mathew. I'm the New Finance Manager. Ladies and gentlemen, It's an honour to have the opportunity to address such a distinguished audience. My name’s Mathew. I'm the New Finance Manager.
Title/Subject I'll like to talk (to YOU ) today about .. . I'm going to present the recent ... brief you … inform you about ..
describe ...
The Subject of my Talk
Focus Presentation
Topic paper (academic)
Speech (usually to public audience)
Purpose/Objective
We are here today to decide…
Agree.. Learn about.. The purpose of this talk is to update you on...
put you in the picture about... give you the background to… Length I shall only take (.. ..minutes of your time.) I plan to be brief Outline/Main Parts I’ve divided my presentation into four parts/section They are… The subject can be looked at under the following headings … We can break this area down it/to the following field:
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Firstly/ first of all Secondly/then/next Thirdly/and then we come to… Finally/lastly of all Question I’d be glad to answer any question at the end of my talk.
If you have any question. Please feel free to interrupt.
Please interrupt if there’s something which needs clarifying. Otherwise, there’Il be time for discussion at the end
The following is the example of introduction in presentation
Then, please practice by repeating your teacher!
Exercise 1
1. Fill in the blank spaces bellow!
Ladies and gentlemen, It's an honour to have the opportunity to address such a distinguished audience. .......... Puji Wibowo. I'm the new Sales Manager.
At this moment, I am going to inform you about my hotel, Inay Hotel which is located at Banyumanik. The ........of this talk is to update you on the new hotel amenitiess that we have now. Here, I plan to be brief Then, I can break this area to the following field: ........, I will inform you various rooms at the hotel and their rates. ........, it will be about the amenities, provided by the hotel ........, I will inform how to make reservation
Ladies and gentlemen, if ...............have any question. Please feel free to interrupt.
2. Try to search a restaurant with the menu and the prices at the internet. Please make an introduction for your presentation about that restaurant
3. As a presenter, try to make introduction by using the above expresions.
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PRESENTING THE MATERIALS
Read to the examples of main part of one’s presentation!
Example 1 ‘Ok. To begin, let’s look at the first type of skills that consultants need: technical skills. Of course, related to technical skill is a good general knowledge of management subjects..... But I’m digressing: let’s get back to the technical skills themselves...... That’s all I have time or on technical skills Let’s move on to the second area: interpersonal skills. As you can see on this transparency, There are two keys areas in relation to interpersonal skills themselves..... That’s all I have time or on technical skills. Let’s move on to the second area: interpersonal skills. As you can see on this transparency, there are two key areas in relation to interpersonal skills.... I think that covers everything on interpersonal skills. Time is moving on, so let’s turn to the third area: people management issues’
Example 2
Good afternoon, Ladies and Gentlemen. At this point, I’d like to say a few words about the organizational of “Benefit and Profit” Ltd. On the transparency, you will see that Mr. Lucky Luck,Mr. Smiley Rich, and Mrs. Nancy Money are sitting on the Board of Directors The board is headed by Mr. Lucky Luck. He is the chief executive of Benefit and Profit Ltd and he has overall control of the whole company. Mrs. Nancy Money who graduated from Finance Faculty of Harvard University is the chief accountant of the company. She deals with finances and investment of the organization. In 2005, the Board elected Mr. Happy as the managing director of Benefit and Profit Ltd. He is responsible for running the company and is involved with the total managing of the company from the factory floor up to the board room. Now, Mr. Happy is assisted by four executive managers. First, Mr. Caring, he is the personnel manager and is responsible for recruitment, personnel, training, management development, staff conditions, health and safety, first aid nurse, and is also responsible for general maintenance and security. He does have a lot of jobs to handle. Second, Mrs. Cash, she is the finance manager who takes care of the corporate finance and accounting as well as credit control, purchase and sales. She does internal audit and handles the welfare of the employees, you know, wages, salaries, pension and insurance. Next, we have Sales Department which is led by Mrs. Friendly. Mrs. Friendly is in charge of handling incoming orders from home and abroad. She will organize all areas of selling in the company, manage linking with representatives and agents, do market research, advertising, and promoting products. Ms Friendly is assisted by the warehouse department who is responsible for stock control and export department which takes care of shipping, transportation, and document handling.
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Last but not least is Mr. Planning. Mr. Planning has a solid team of designers, engineers, qualitycontroller and factory maintenance officers. He is responsible for all the production process. That’s about the people in the company. Now the company itself was set up in 2004 and for the last two years, many reliable esteem companies around the world have proposed to be our agent or sales representatives of our products in their areas. We have carefully selected the companies who want to be our agent. These agents of ours must have their own office, paper ones. They also must have a showroom and a group of technician. So far we have 17 representatives in all, 4 Offices in Asia countries, 8 in some cities in USA, and the rest in European countries. Detail info on our offices and representatives can be read from the information sheet you have. Well that‟s a brief overview about our company. Are there any questions?
Signalling the end
That brings me to the end of my presentation. That completes my presentation... Before I stop/finish. Let me just say. .. That covers all I wanted to say today.
Summarizing
Let me just run over the key points again.
I'll briefly summarize the main issues. To sum up.. . Briefly·· .
The following is the example of summarizing
Let me sum up. Firstly, we looked at technical skills, secondly, at management skills and last, but
by no means, at interpersonal skills. In my view, the secret for success in the future is going tobe
interpersonal skills. That brings me to the end of my presentation. Are there any questions?
Closing
Thank you for your attention.
Thank you for listening. I hope you will have gained an insight into. ..
Inviting questions
I'd be glad to try and answer any questions.
So. let's throw it open to questions. Any questions?
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xercise 3
Based on exercise 2 (a and b), try to end your presentation by signalling the end,
summarizing, closing and inviting question.
Language Focus
Linking ideas
Sequencing/Ordering firstly secondly.. . thirdly ... then next finally lastly. let's start with ... let's move/go on to... now we come to ... that brings us to ... let's leave that... that covers... let's get back to...
Contradicting In fact actually
Summarizing To sum up in brief in short
Giving reasons/causes therefore so as a result that's why
Contrasting but however
Comparing similarly in the same way
Concluding in conclusion to conclude
High lighting in particular especially
Digressing by the way in passing
Giving examples For example for instance such as
Generalizing usually generally as a rule
Asking and Answering Question Direct questions Do you have any plans for a flew production plant? Where do you plan to locate it? Polite questions and answers QUESTION Do you mind If I asked you telling me
Could/can you tell me… if whether… I’m interested to know… what/where/elc… I’d like to know… about…
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ANSWERS Go ahead/Please do/Certainty. That's a good question. That's interesting. Clarifying a question If I understand you correctly, you are saying/asking... I didn't quite catch tha t. Could you go over that again? I'm not sure what you 'regetting at. Avoiding giving an answer Perhaps we could deal with that later. Can we talk about that on another occasion? I'm afraid that's not my field. I don't have the figures with me. I'm sure Mr (... ) could answer that question. That '5 interesting, but I'd prefer not to answer that today
Checking the questioner is satisfied Does that answer your question? Is that clear? May we go on? There are some phrases which can be useful when answering questions
That’s a fair point. I know that some consultants don’t have avery good image.
But I think that Gem Consultants have helped companies reduce costs and
increase profits enormously.
That’s confidential. I’m afraid i’m not at liberty to tell you.
That’s not really my field. But I can put you in touch with someone in my
orgainzation who is working on Internet applications.
The questioner would like to know what sort of background the people we
recruit usually have. Is that right?
Well I think that goes beyond of today’s presentation. Today I wanted to
concentrate on consultants’ skills, not going into particular case study in
consultancy
I’m afraid we’ve run out of time. But if ypu’d like to come and discuss that with
me now, I’ll try and give you an answer
If a member of the audience didn’t hear aquestion, he might say:
Sorry, I didn’t catch the question- could you repeat what the questioner said
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Exercise 4 Please have a presentation at the class individually. The topics for the presentation are:
1) A bank and its products 2) A hotel and its products 3) A restaurant with its menus, prices, and facilities 4) A lecture of introduction to Business 5) A lecture of introduction to Economics
Then, you can choose one of them
DESCRIBING CHARTS, GRAPH AND TRENDS
1. If you know the answer of above questions, you must have good intelligence and
ability for depicting any kinds of chart.
2. How many charts are there in the following pictures? It would be great if you
write the names also
Reading
SELECTING AND GROUPING IMPORTANT INFORMATION
The following table compares tourist destinations favoured by tourists in different age
groups in the city of Llorente.
Market Research Survey
The figures, which show places tourists said they visited on their last holiday, are in
percentages.
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Tourist Destinations Age Groups
21-30 31-40 41-50 51+ Beaches 47 41 32 25 Bars 78 62 41 15 Discos 87 75 33 5 Art Galleries 21 48 62 81 Shopping Centres 91 83 95 83 Zoos 12 36 46 49 National Parks 28 37 24 21 Cinemas/Theatres 83 85 69 42 Museums 8 16 28 29 Sporting Events 22 29 27 43
Exercise 1
Answer the following questions about the table.
1. Which places are most preferred by the youngest age group?
2. Which places do they prefer least?
3. Which places are most popular with 31-40 year olds?
4. Which places are most popular with the group aged 41-50?
5. Which other locations do the 41-50 year olsd prefer?
6. What other location is the most popular with the oldest age group, 51+?
7. Which location is the least popular with the people over 51?
8. Which location is popular with all age groups?
9. Which location is the most popular with the youngest group?
10. Which location is the second most popular with the oldest group?
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Language Focus 2 Degree of change 1 Dramatically/considerably/significantly/moderately/slightly
Sales have fallen considerably Profits rose slightly
Speed of Change
Rapidly/quickly/sudderly/gradually/steadily/slowly
Absenteeism had dropped slowly Sales went up rapidly
Degree of change 2 Upward movement to increase/rise/go up to grow/expand to rocket/boom our sales rose last years To increase and to expand can also be used transitively: e.g. we increased sales we expanded our workforce. To raise can only be used transitively: e.g. we raised our prices. Downward movement To decrease/fall/drop/decline/go down/ To contract
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To slump/collapse To descrease and to drop can also be used transitively: e.g. we have decreased our costs
we will drop out your prices. Profits have fallen recently To reduce and to cut can only be used transitively: e.g we reduced his salary we had to cut 200 jobs an end to movement to flatten out/level off Sales have flattened out no change to remain constant/stable to stay the same/at the same level
Sales have remained constant
three other verbs- to maintain, to hold and to keep-are used transitively: e.g We plan to maintain our dividend (at the same level). We need to hold our cists down We plan to keep our prices Exercise 2
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UNIT 5 NEGOTIATIONS
I. WARMING UP
Read the following quotes.
1. In business, you don’t get what you deserve, you get what you negotiate
2. Failing to plan is planning to fail
3. Let us never negotiate out of fear. But let us never fear to negotiate
a. Do you agree with these quotes? Explain why. Give examples from your own
experience.
b. Why do we negotiate? Can you think of three reasons?
1. You are working on a project with some colleagues. One colleague needs the
following information and some help with tasks. Ask a partner for assistance. Use
the information below.
a. Ask somebody for Westward’s address
Could you please send me westward’s address?
b. Ask somebody if they are busy
………………………………………………………………………………………
c. Ask somebody to finish a calculation
………………………………………………………………………………………
d. Ask somebody to get some information on prices for you
………………………………………………………………………………………
e. Ask somebody for more information about the material required (i.e. size,
colour, thickness)
………………………………………………………………………………………
f. Ask somebody for the name of a person from the production department.
………………………………………………………………………………………
WHAT IS NEGOTIATING Tranding through negotiation is the basis of human civilization. Negotiation takes place when two or more people have different views and want of what things. They come together to try and reach agreement. The negotiator says, in effect: ‘if you give me some of what I want, then I will give you some of what you want’ We all negotiate for things each day. We arrange an appointment, ask for better service, ask for a higher salary, or solve an argument with a co-worker or family member.
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1. Tasha has asked Karin to come to her office. She needs some information before
the meeting. Listen to the dialogue, then say whether these statements are true
(√) or false (x)
1. The internal meeting date is on June 22nd.
2. Tasha asks Frank to take the minutes of the meeting.
3. Tasha is not happy with the price Jakson’s has proposed.
4. The delivery and payment terms are very good.
5. Karin has lost the quotation.
6. Tasha’s objective is to agree a target price.
7. Tasha wants payment terms which are similiar to those offered by other
firms.
Now listen again and check your answers. Then correct the false sentences.
WHAT IS NEGOTIATING
HIT refers, in negotiation terms, to H –HAVE TO HAVE, I – INTEND, T – TRADABLE. A HAVE TO HAVE is an essential aspect or outcome for one of parties in the negotiation. Generally, there are only one or two in each negotiation. However, they are must! You must achieve these items in order for your negtiation to be successful. INTEND refers to something that is less essential, but still important in the negotiation. You might be prepared to be flexible with respect to this items. You only have a few of them, i.e. perhaps two to five. A TRADABLE item is something you put in your proposal which you believe your partner would like to have. You are prepared to exchange this item for something which you would like to obtain. Before you begin the negotiations with your partner, it is very important to determine these issues and decide which category they belong to from your point of view. These issues should be clear to all members of your negotiating team. The clearer you are about your goals and needs and those of the opposite parrty, the more effective you can be as a negotiator. As a result, you are more likely to obtain the result you want.
Setting objectives
STARTER Choose one of the situations below. Brainstorm with a partner a list of
points that both partners might want to include in a negotiation. The questions
below will help you.
Situation 2 To compaints:
one company (an important customer) owes the other company €20,000 but cannot pay
it now.
Situation 1 Employees and employer:
the company finds itself in econmic difficuty and ten employees have already lost their jobs. The employees are unhappy with employmen
and salary issues.
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Why should each party negotiate?
What does each side want to achieve?
What are each side’s alternatives?
What is their next best solution?
Afterwards discuss your list with another student who has the same scenario.
Then read your list to the class and explain the reasons for your choices.
1. Read the following note.
What issues maybe important in such a merger?
WHAT IS NEGOTIATING
Any good business meeting has an agenda. Any good negotiation has an agenda, too. Organizing and planning an agenda helps you in three ways:
1. You identify your own issues, priorities, and goals. 2. You identify your opponent’s issues, priorities, and goals. 3. It help you maintain discipline.
‘When you know where you are and where you want to go, it’s a lot easier to make the trip.’
2. Read the following memo.
Oracle Bank, Lativa and Dominions Bank, Britain have agreed to
merge. However, many details still need to be formalized. The
banks are arranging to meet and finalize arrangements. Both
parties are currently working on the agenda for the meeting.
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Did you mention any of the issues which Mrs DaVita finds impotant?
3. Are the following statements true (√) or false () ? correct the false
sentences.
1. Mrs DaVita wants to be the chaairperson at the meeting.
2. She wants the meeting to be in the summer.
3. It is important for her to have Johannes at the meeting.
4. She thinks the headquarters should be in Lativa.
From: D. DaVita (CEO) To: H. Gosling (CFO) & J. DaVita (Public Relation Consultant) Date: 18 January 2010 Subject: Merger meeting – Urgent
Harold, I need you and Johanes to discuss this merger meeting. We do not have
to accept all their ideas. But I am quite happy if they choose the venue and
appoint the chairperson. I hope 18 February is a suitable date for all.
We must appoint Johannes as our public relations expert. With all the bad
publicity that banks are getting following the credit crunch, we are going to
need someone to make us look goog in the press.
Concerning the corporate centres, I think we will have to agree to close ours.
London is a much bigger financial centre. In addition, we can get a good price for
the old building. Perhaps we could locate the marketin department in Latvia.
Johannes and I feel that we need notify customers well before the merger, as
many Lativan employees will lose their jobs. We cannot risk a negative effect on
the share on the share prices as the merger goes ahead.
Now, for the advertisinf, I am willing to accept the use of a British expert.
However I will only agree only if they agree to reduce the number of Oracle
branches that have to close in Britain, Our intention is to keep at least a few
open.
By the way, my son is interested in combining and updating the computer
system. Perhaps we could tride this idea againts the new corporate image. It
look very British anywaydue to the British advertising agency. I would also like
to add our name to Dominions’’. It would be good corporate branding.
I refuse to accept any redudancies among the marketing staff. I will not
compromise on this. Some of our people have been with us for 20 years. It may
mean that our call centers and some computer centres will have to close.
However, these people should soon get new jobs, as there is a need for good
people in IT.
Harold, please let me have your thoughts and a proposed agenda by the
morning.
DD
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5. She is happy to accept a Briitish advertising company.
6. It is OK with her if all the British branches are closed down.
7. Closing the call centres is not a problem for her.
4. Harold has started to write Oracle Bank’s proposed agenda. Help Harold by
filling in the missing words. You will find some words to help you in the
memo in exercise 2.
USEFUL PHRASES – EXPRESSING HIT
Have We must ... Our main concern is ... It is vital/crucial that ... I refuse to accept ...
Intend Our intention is ... I would like to ... We might like to ...
Tradable I am willing to accept ... if ... I think we have to agree to ... It would be an alterrnative to ... We can trade this againts ... A few things we can compromise on are ...
5. Reread the memo on page 15.
a. which of the HIT phrases from the box can you find in the memo?
Underline them.
Oracle Bank CEO Mrs D DaVita CEO Mr Harold Gosling Administration Ddirector Geoff Putinski Mrs Shirley Smithson – Minutes Oracle Bank P.R. Consultant _____________1
Meeting date: 18 February 2010 Venue: To be agreed
Agenda
Apologies for absence
Corporate centres
_______________2 Department in Lativa
Appointment of ________________3 Relaations Consultant
_______________4 notification
_______________ 5closures (in Britain)
Advertising and Corporate image
_______________ 6branding
call centres
Computer _____________7 & updating
AOB (any other business)
J
M P
C
B
C
c
A Have (H) is something that is an
essential
An Intend (I) is something that is less
essential, but still important.
A Tradable (T) item is something you
are willing to move on
a T
Intend
Have
Tradable
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b. Decide which are the essential points for Mrs DaVita (H), which are the
important point (I) and which points she is prepared to exchange for
another point (T), and label them H,I, or T. Now put them into the table.
Two have been done for you.
Essential (H) Important (I) Exchangable points (T)
Public Relations Consultant
Keep name
ISSUES, POSITIONS, AND INTEREST
It’s very important to understand the difference between these three points. Clarify them before you finalize your agenda! This will help your preparation become effective Issues: The points that actually go on the agenda – what is to be negotiated. Positions: Your position is what you say you want – what you want to ask for. Interest: Your interestn answers the question ‘Why’ – why you want what you want. It’s essential to analyse these points from your side as well as from the opponent’s side.
6. Mrs DaVita has not yet received the agenda. Listen to Harold discuss this
matter with her. Mrs DaVita changes the order. Help Harold put the points
in the order she wants.
USEFUL PHRASES – ASKING FOR AGENDA POINTS AND AGREEMENTS Do you have any points you wish to add? From our point of view there are some points missing. If you have any spesific points you would like to include, please ... Is adding ... OK with you?
AGENDA
1. _____________________________
2. _____________________________
3. _____________________________
4. _____________________________
5. _____________________________
6. _____________________________
7. _____________________________
8. _____________________________
9. _____________________________
10. _____________________________
11. _____________________________
12. _____________________________
13.
Apologies for absence
Date of next meeting
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7. Harold has sent his agenda. However, in the meantime Oracle has received
the following letter from Dominions Bank.
Dominions Bank ● 1 Upper Bankk Street ● London E14
The Company Secretary Oracle Bank Oracle Square Riga Latvia 18 January 2010 Dear Sirs During our last meeting on 19 December, it was decided to hold a further meeting in the
New Year. We have not, as yet, received an agenda from your company. Therefore, we
have prepared the enclosed agenda covering the remaining open points. We feel it is ini
our joint interest to resolve this matter speedily in view of current worldwide banking crisis.
If there are any areas where you feel no negtiation is necessary, please inform us. If you
wish to make any changes to our agenda, or if you haa any ponts you would like to include,
please contact the undersigned by 27 January, I can be reached by phone on 0044 020
799966 or by mail at the above address. My email address is [email protected].
I look forward to hearing from you
Yours faithfully
Marisa Daniels, Ms
Chief Financial Officer
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Now answer the following questions.
1. When was the lasat meeting with Oracles?
____________________________________________________________
2. What is the date of the new meeting and where will it be held?
___________________________________________________________
3. Has Dominions taken account of any special Oracle Bank isses?
___________________________________________________________
4. What reason did Marisa Daniels give for writng the letter?
____________________________________________________________
5. When is the closing date for new agenda points?
____________________________________________________________
AGENDA
Dominions Bank
Agenda for meeting – 11 February
Time: 9.00 a.m. – 5 p.m.
Locations: Dominions Bank Board Room, London
Participants
Meeting Chairman – Mr Georgi Borrrister M.A.
Dominions Bank
Dominions Bank Chief Executive Officer Mr Georgi Borrister M.A. Chief Financial Officer Ms Marisa Daniels Chief Information Officer Mr Donald Hardy Ms Madeline Donaldson P.A. – Minutes
Oracle Bank Chief Executive Officer Chief Financial Officer One other Directior
Topics
Apologies for absence
Decision of amalgamation of headquarters
Redudancy Payments
Return of company cars
Branch closures
Computer amalgamation, supervision by D. Hardy
Customer issues
Advertising & branding
AOB
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USEFL PHRASES Arranging the meeting I am calling to arrange the ... meeting . Who will be coming from ...?/Who will attend from ...? Let’s meet on / next ... How about ... ? Or is ... a better time for you? Could you confirm ... in writing, please?
Agreeing the agenda Wwe need to discuss the agenda It is extremely important for us to include ... ... has a lower priority.
8. The CFO’s secretary at Dominions Bank is ringing Oracle to arrenge the
meeting in February. Listen and coplete the table below.
Meeting Details Date
Time
Place
9. Use the information above to write a formal email from Dominions Bank to
Oracle. Confirm the items agreed.
THE CULTURAL ICEBERG
There is much more to culture than what we see. many expect compare it to
To: ________________________
From: _____________________
Date: ______________________
Subject: Meeting – Oracle and Dominions arrangements
Dear _______________________________________________________________
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
Regards
Dominions Bank
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see an iceberg. Like an iceberg, culture is not static. Its shifts and drifts around. It has two parts. Above the ‘waterline’ are behaviours – body language, gestures, actions that we see. However below ‘waterline’ we find values, beliefs, and norms as well as cultural assumptions, which shape the behaiours we see Understanding xulture under the ‘waterline’ is one key to becoming a successful international negotiator.
10. A British architect is trying to arrange a business meeting for next week
with representatives from other countries. These representatives would
like to sell their products, i.e. new software or designing houses. Work with
a partner.
OUTPUT Read the following article.
Getting to know the other side – a Preparation Checklist
‘There is no substitute for the hard work of preparations.’
(Winston Churchill)
The most difficult aspect in negotiation preparation is finding out about the other side. It
is demanding work, but it will pay off in making your negotiation successful and effetive .
Here are some key points to check off before you start your negotiation:
Do you know who opponent is? Find out their names and positions. Have you (or
members of your team) met them? What else do you knowabout them?
Where does your oppoent come from? Do you know their cultural background,
language ability, personal atitudes?
What experience does your oppoents have? How did they behave in other
negotiations? Are they new in theri job (s)? Do they need to proove something?
What approaches and tactics did they use in the past? Can you identify any
patterns or characteristic that help you understand them better?
Does the opponent have the authority? Will the agreement stick or does your
opponent need permission from someone else?
Do you know what your opponents wants? What are their needs and wants?
What are hey willing to give in order to reach those needs and wants?
What kind a pressure (time, money) is your opponent under? Does your
opponent have a time limit or are they under pressure financially?
What possible hidden agendas and motiives are there? What hidden factors ight
influence them? What motivates them and ‘turns the on’ or ‘off’?
Negotiations take place between people who often view the exact same facts and
statements differently. So put yourself in their shoes. Prepare a list of questions you can
ask which will help you find out more. Remember, in the word of Richard Nixon, ‘Fact-
finding is the moother’s milk of negotiation.’
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OVER TO YOU
Which three points above do you think are the most important? What other key
points would you add to this checklist? Discuss.
Think about your last negotiations. How much time did you spend on
prepatarion? Would you prepare differently if you did again?
Do you agree with Richard Nixon’s quote at the end of the checklist? Why, or why
not?
PROVIDING REASONS AND EXPLANATIONS
This is because………………………
The reason for…………….is………………..
………………….is essential for our customers.
These are the most important points…………….
We must have………………
We have to have………………….
We need/ require…………………..
We want………………..
We would like………………….
This is a must!
The price must fit our guidelines.
Money is all important.
2. It’s June 24th, 10.30 a.m. Tasha is meeting with her colleagues. They all want to hear
Mirja’s presentation on the potential partner. Listen to the meeting and take notes.
Compare your notes with a partner.
Now, use your notes to complete Mirja’s formal report for the company.
Title - Report on Jackson’s PLC
Introduction : This report aims to provide details on the above company si that
future business can be discussed.
Findings - The company was founded in ………………………(1). The Chief
Executive Officer is Peter J………………………..(2), Eng.D. , the ………………….(3) of the
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founder. The whole company is based around the research and …………………(4)
division.
Recent developments – They have appointed a new director of …………………(5) .
His name is …………………..(6) H………………….(7). He wishes to expand the
company into a new area, which is ……………………(8). Most of the current
production is sold in…………………(9).
Finance – Their latest accounts show a ……………………(10) in profit which has
been caused by ……………….(11) orders. This means that they have had
to………………..(12) their workforce, which could mean that they have lost
……………..(13). Mr. Hallam has recently returned from a Chamber of Commerce
sponsored visit to China and stated ……………….(14).
Proposal – we suggest………………………..
Conclusion – this company could be interesting for us because………………
Which additional information would you need if you were Tasha? Make a proposal and
justify your suggestions to a partner.
READING
Read the article about good negotiating practice.
The Successful Negotiator
When negotiating, it’s extremely important to understand how communication
works. According to communication theorist, Paul Watzwalawick, for communication to
take place, you have to have someone to send the message – a sender- and someone
who receives the message – a receiver.
In short, there are two basic laws:
1. It’s not what the sender says, but what the receiver understands that is true.
2. The sender is responsible for what the receiver understands.
As a result, two truths follow;
1. ‘One cannot not communicate.’ We are always communicating. Even if we stop
speaking and say nothing, we would still be communicating something. Most
people would probably interpret this as lack of interest or perhaps dislike.
Normally, we ask them, ‘What is wrong?’
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2. ‘Communication takes place at two levels: the content level and the relationship
level.’ The content level is what is said- the facts and figures. The relationship
level is how it’s said- the feelings and the atmosphere. It’s an iceberg. 80-90% of
communication takes place lo under water –at the relationship level.
So if you want to be successful negotiator, get to know the other side well. Only
after that, start planning your offer.
OVER TO YOU
Can you think of a situation where you do not communicate? Discuss this with a
partner.
Do you think that most communication is based on relationship and much less
on content?
What makes you a good negotiator?