sri utami, s.s., m.a., m.pd. tusyanah, s.pd, m.pd. wijang ... · fachrur rozie, s.pd., m.pd., ph.d....

English for Managers

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Business English 2

(english for Managers)

Sri Utami, S.S., M.A., M.Pd.

Tusyanah, S.Pd, M.Pd.

Wijang Sakitri, S.Pd., M.Pd.

Fachrur Rozie, S.Pd., M.Pd., Ph.D.

TAHUN 2018

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CONTENTS

Unit 1 Management Basics

Unit 2 Telephoning

Unit 3 Meetings

Unit 4 Presentations

Unit 5 Negotiations

UNIT 1

MANAGEMENT BASICS

Warming up Activities


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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.

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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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 ……………………

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."


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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."

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


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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.

Features of Management

Following image depicts fourteen important features of management.

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Now let's briefly discuss each feature of management.

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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

Now-a-days, all managers use computers. Computers help the managers to take

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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

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


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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".

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Various areas such as recruitment and selection, wage payment and industrial relations

are covered under human resource management.

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


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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.

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.


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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

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


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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.

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!

UNIT 2 TELEPHONING

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1. ‘Shall I put you through?’

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?

British English American English

The line is engaged The line is busy

Mobile (phone) Cell (phone)

I’ll call you

back later. I’m

in English

class


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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? _____

3. Match the two parts to make questions from the dialogues. 1. Could I Speak a. my mobile number? _____


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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 are some tips

to make telephoning in English less

stressful.

1. If you have to make a difficult phone

call, spend a ffew 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.


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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 yu find most difficult on the telephone? How could you make it easier?

Cana 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.

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.


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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 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

( May I help you?)


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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?

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

Leave Take Could Call

would tell

call back repeat


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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

3. ‘Could you spell that for me?’


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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

[email protected]

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

2,000 units = €11.34

Misha Oberemok

Delivery addres

Mitscevitch Ulittsa 6

97000 Kiev

Fax no. (+380 44)

244 4240

2. Listen to the dialogue again and complete the setences and questions below.

Call 1 Call 2

I can think of at least

15 reasons why I

should fire you!

Sorry, did

you say 15

or 50?

mailto:[email protected]


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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

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? ____________________________________________

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. ________________________

_________________________________________________________

What was your question?


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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?

4. Complete these extracts from a telephone conversation with

words from the box.


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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..

.................................................................................................


26

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


27

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.


28

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


29

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


30

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).

Shall I give you his/her extension number?

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.

You‟d like to know if ...

Was that M for Michael or N for Nancy?


31

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?

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.

--I‟m afraid I‟m in a meeting at the

moment. Can I call you later?

Have you got couple of minutes?

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.

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.


32

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

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?


33

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


34

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.


35

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.


36

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


37

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…………


38

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


39

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


40

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.


41

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


42

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 furthermore 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


43

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.


44

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

http://en.wikipedia.org/wiki/Speakinghttp://www.publicspeaking.co.nz/public_speaking_definition.htmlhttp://www.merriam-webster.com/dictionary/public%20speaking


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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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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

6. Inviting questions


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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:

Firstly/ first of all

Secondly/then/next

Thirdly/and then we come to…

Finally/lastly of all


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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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Exercise 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

sri utami, s.s., m.a., m.pd. tusyanah, s.pd, m.pd. wijang ... · fachrur rozie, s.pd., m.pd., ph.d....

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