Important points to remember

• Email is much less formal than a written letter. Emails are usually short and concise.

• If you are writing to someone you don't know, a simple "Hello" is adequate. Using a salutation such as "Dear Mr. Smith," is too formal, but is also used.

• When writing to someone you know well, feel free to write as if you are speaking to the person.

• Use abbreviated verb forms (He's, We're, He'd, etc.)

• Include a telephone number to the signature of the email. This will give the recipient the chance to telephone if necessary.

• It is not necessary to include your email address as the recipient can just reply to the email.

• The ending is “Best wishes” rather than “Yours sincerely”.

Ex.14.Analyze the sample email and say, what differs emails from usual business letters.

To [e-mail]

Cc [e-mail]

Subject Co-operation agreement

Dear Alex,

To celebrate the signing of the agreement between our two companies, we would like to invite you to participate in our annual sales meeting, which is taking place this year in Honolulu, July 23-27.

Please feel free to bring another person with you as our guest if you would like to join us.

I hope this will be possible. Please let us know.

Best wishes,

Alison

Alison McCartney

Production manager

Has Bro Equipment inc.

Box 22

Chicago IL60644

Phone: [phone]

Email: [e-mail]

Ex.15. Work in pairs to write emails. You can use sample letters at http://businessletterformat.org/ as a guide.

1. A letter of invitation: CEO of a company invites an important customer to business lunch to discuss some issues of their partnership. Give details of the meeting (place, date, time).

2. A letter of acceptance for the invitation: the customer is grateful for the invitation, but asks to change the date, if possible.

Ex.16. Another significant aspect of business communication is communication via telephone. Read the information (from www.bbc.co.uk.)

A lot of people find it difficult to make phone calls in a foreign language – and that’s understandable. You can’t see the person you are talking to, their voice might be unclear, and you might find it difficult to find the right words.

One thing you can do to improve your telephone skills is to learn some of the multi-word verbs that are commonly used in telephone conversations.

Hold on means 'wait' – and hang on means 'wait' too. Be careful not to confuse hang on with hang up! Hang up means 'finish the call by breaking the connection' – in other words: 'put the phone down.' 

Another phrasal verb with the same meaning as hang up is ring off.  The opposite of hang up / ring off is ring up – if you ring somebody up, you make a phone call.  And if you pick up the phone, (or pick the phone up) you answer a call when the phone rings.

"Hang on a second..."

If you are talking to a receptionist, secretary or switchboard operator, they may ask you to hang on while they put you through – put through means to connect your call to another telephone. With this verb, the object (you, me, him, her etc.) goes in the middle of the verb: put you through.

But if you can't get through to (contact on the phone) the person you want to talk to, you might be able to leave a message asking them to call you back. Call back means to return a phone call – and if you use an object (you, me, him, her etc.), it goes in the middle of the verb: call you back.

Level of formality.

Another thing to think about when talking on the telephone is formality. It's important to use the right level of formality – if you are too formal, people might find it difficult to feel comfortable when they talk to you. On the other hand, if you are too informal, people might think you are rude!

Generally speaking, if you are talking to someone in a business context, you should use could, can, may or would when you make a request: 'Could I speak to Jason Roberts, please?' 'Can I take a message?' 'Would next Wednesday be okay?'. You should also use please and thank you or thanks very much whenever you ask for, or receive, help or information. It's important to show politeness by using words like would, could, please, thank you etc. But it's also okay to use some of the features of informal/spoken English - short forms, phrasal verbs and words like okay and bye - in other words - everyday English! So phrases like I'm off to a conference..., no problem, bye! and hang on a moment and I'll put you through are perfectly acceptable, as long as the overall tone of the conversation is polite.

One last tip - it's better to ask for help or clarification when you're having a telephone conversation, than to pretend you understand something that you didn't. It's perfectly acceptable to use phrases like 'Could you repeat that, please?' 'Could you speak a little more slowly, please?' and 'would you mind spelling that for me please?'Using phrases like these will help make sure that you have a successful phone call, and may save you from lots of problems later on. You could always say that the line's very bad today if you can't hear very well. And it's also a good idea to practise words, phrases and vocabulary before you make the call!

Ex.17. Answer the questions.

1. Why is it so hard to make calls in a foreign language?

2. What is the synonym of “hold on”?

3. When can a receptionist ask you to hold on?

4. When do you hang up or ring off?

5. What words should you use to sound polite?

6. Are short forms acceptable in a telephone conversation?

7. What phrases are advisable to use if you didn’t understand the person you are talking to?

Ex.18. Listen to the telephone conversations at www.bbc.co.uk.

I Michelle:			Hello, you've reached the marketing department. How can I help?
Male:			Yes, can I speak to Rosalind Wilson, please?
Michelle:			Who’s calling, please?
Male:			It’s Richard Davies here.
Michelle:			Certainly.  Please hold and I’ll put you through.
Male:			Thank you.
Michelle:		Hello, marketing.  How can I help?
Male:		Could I speak to Jason Roberts please?
Michelle:		Certainly. Who shall I say is calling?
Male:		My name’s Mike Andrews.
Michelle:		Just a second -  I’ll see if he’s in. Hello, Jason, I’ve got Mike Andrews on the phone for you ... OK - I’ll put him through. Hang on a moment, I’m just putting you through. II
Claire:		Hello, finance department.
Female:		Hello, can I speak to Adrian Hopwood, please?
Claire:		I’m afraid he’s in a meeting at the moment. Can I help?
Female:		No I need to talk to Mr. Hopwood, I think. What time will he be out of the meeting?
Claire:		In about an hour. Can you call back later?
Female:		Okay, I’ll do that.
Claire:		Or can I take a message?
Female:		Actually, would you mind? Could you tell him that Jennifer McAndrews called and that I’m in the office all day if he could call me back.
Claire:		Can I take your number, please?
Female:		Yes, it’s 5556872.
Claire:		5556872.  Okay, I’ll make sure he gets the message.
Female:		Thanks very much for your help, bye!
Claire:		Goodbye! III
Male:	Hello, this is the press office.
Michelle:	Rachel Allsop please.
Male:	I’m sorry, you must have the wrong number. There’s no-one of that name here.
Michelle:	Oh. Can I check the number I’ve got…. is that not  5568790?
Male:	No, it’s 5558790.
Michelle:	Oh sorry about that.  I must have dialled the wrong number.
Male:	No problem!  Bye!
Male:	Hello, press office, can I help you?
Ruth:	Hello. Paul Richards, please.
Male:	I’m sorry, you’ve got the wrong number, but he does work here.  I’ll try and put you through.  In future his direct number is 5558770.
Ruth:	Did I not dial that?
Male:	No you rang 5558790.
Ruth:	Oh, sorry to have troubled you.
Male:	No problem.  Hang on a moment and I’ll put you through to Paul’s extension.
Ruth:	Thanks.

IV

Michelle:	Mr Hibberd’s office!
Peter:	Hello, can I speak to Brian Hibberd, please?
Michelle:	I’m afraid he’s in a meeting until lunchtime. Can I take a message?
Peter:	Well, I’d like to arrange an appointment to see him, please.   It’s Peter Jefferson here.
Michelle:	Could you hold on for a minute, Mr. Jefferson. I’ll just look in the diary. So when’s convenient for you?
Peter:	Some time next week if possible. I gather he’s away the following week.
Michelle:	Yes, that’s right, he’s on holiday for a fortnight.
Peter:	Well, I need to see him before he goes away. So would next Wednesday be okay?
Michelle:	Wednesday, let me see, he's out of the office all morning. But he's free in the afternoon, after about three.
Peter:	Three o'clock is difficult. But I could make it after four.
Michelle:	So shall we say 4.15 next Wednesday, in Mr. Hibberd's office?
Peter:	Yes, that sounds fine. Thanks very much.
Michelle:	Okay, then. Bye.

Ex.19. Choose one of the conversations and try to memorize it. Act out the conversation with your partner.

Ex.20. Study the phrases used in telephone conversations.

Making calls

Receiving calls

Hello, this is John Brown, from Ford Motors. Could I (can I) speak to Mr. Clinton, please? It’s Mr.Johnson here. I’d like to speak to Mr.Clinton, please. Hello, Mr.Clinton, please. Could you put me through to (extension 924), please? Could you just tell him/her that I called? Could you ask him to call me back? Could I leave a message? I’m calling about…. I’m calling to enquire about… Sorry to have troubled you. I’d like to arrange an appointment to see him, please. Thank you. Thanks for your help. Goodbye.

Hello, marketing department, how can I help? Speaking. Who’s calling, please? Who shall I say is calling? Please, hold, I’ll put you through. Just a second -  I’ll see if he’s in.  Hello, Jason, I’ve got Mike Andrews on the phone for you ... OK - I’ll put him through. Hang on a moment, I’ll put you through. I’m afraid he’s in a meeting at the moment. Can I help? Can you call back later? Can I take a message? Can I take your number, please? I’m sorry, you must have the wrong number. I’ll just look in the diary. So when’s convenient for you? Would next Wednesday be okay? I could make it after four. Thank you for calling. Goodbye.

Sometimes you have to check information and you can say:

Sorry, I didn’t catch your name. Could you spell it, please.

Sorry, did you say 341 or 431?

Could you repeat that, please?

Could I just read that back to you?

Ex.21. Translate the conversation and act it out with your partner.

A.: Здравствуйте, это отдел кадров, чем могу помочь?

В.: Здравствуйте, могу я поговорить с Джеймсом Гудвилом?

А.: А кто его спрашивает?

В.: Меня зовут Майкл Маккинли. Я представитель корпорации «Форд».

А.: Боюсь, его сейчас нет в офисе. Вы не могли бы перезвонить позже? Он

вернется через час.

В.: А вы не могли бы передать ему, что я звонил. Попросите его позвонить

мне, как только он придет, это срочно.

А.: Конечно, можно я запишу ваш номер?

В.: 961 – 322 – 16.

А.: Давайте, я вам прочитаю номер: 961 – 322 – 16. Правильно?

В.: Да, спасибо.

А.: До свиданья.

В.: До свиданья, спасибо за помощь.

Ex.22. Role play.

1.You are at your local airport, but you have left your passport on your desk. Phone your colleague to explain the problem and ask him/her to bring your passport to the airport as soon as possible.

Points to consider:

Flight - departs in 4 hours

Where to meet - Check-in desk 5, Terminal 1

Where your passport is – next to your computer

2.You are going to travel to London for a meeting next week and you want to book a hotel room. Phone the hotel Holiday Inn to make a reservation. Pay by credit card.

Points to consider:

Number of nights – 2

Room – standard single, non-smoking

Credit card details – number 2356 981 7856 0853, expiry date - August 17, 2016

3.You bought a lap-top computer from an on-line retailer, but when it was delivered it was faulty. After receiving no response to your emails, call the company to discuss the situation.

Points to consider:

Express your dissatisfaction

Explain nature of problem

Demand refund

Ex.23. Read the text.

One of the most important skills anyone can hold in daily life is the ability to negotiate. In general terms, a negotiation is a resolution of conflict. We enter negotiations in order to start or continue a relationship and resolve an issue. In the world of business, negotiating skills are used for a variety of reasons, such as to negotiate a salary or a promotion, to secure a sale, or to form a new partnership. As they often say in business, everything is negotiable.  Here are a few examples of different types of negotiations in the business world:

• Manager and Clerk: Negotiating a promotion

• Employer and Potential Employee: Negotiating job benefits

• Business Partner A and B: Making decisions about investments

• Company A and Company B: Negotiating a merger

• Customer and Client: Making a Sale

Preparing to Negotiate

Lack of preparation in a negotiation almost always sets a person up for failure. First and foremost, each party must clearly define their own goals and objectives. Secondly, each party must anticipate the goals of the opposition. This may require doing some background research. Finally, each party must come up with various alternatives to their main objectives.

Here are some preparatory questions to ask yourself before beginning talks with the other party:

• What is my main objective?

• What are all of the alternatives I can think of?

• Why do I deserve to have my goals met?

• What will my opponent's counterproposal likely consist of?

• How can I respond to this counterproposal?

• When would I like to have this issue resolved?

• What is my bottom-line?

• What market research/homework do I need to do to back up my cause?

• What is my bargaining power compared to my opponent's?

• What do I know about the principles of negotiating?

Ex.24. Find in the text words with the following meaning. Write them out.

1. to think of something that will or might happen in the future

2. a choice or option

3. to discuss something formally in order to make an agreement

4. the act of combining two or more businesses into one business

5. to find an answer or a solution to something, to settle or solve something

6. something that people are talking about, thinking about; an important subject or topic

7. lack of success

8. able to be discussed and changed before an agreement or a decision is made

9. a person or group taking one side of a question, dispute or contest

10.the final result or outcome, the most important thing to consider

11.something bought or sold at a good price; an agreement in which people or groups say they will give or do something in exchange for something else

12.a return proposal made by one who has rejected a proposal

Ex.25. Translate the sentences using the words in the box.

to negotiate negotiable to resolve to anticipate alternative merger issue party failure counterproposal bottom-line bargain

1. Обе стороны конфликта подписали соглашение.

2. Для того, чтобы разрешить проблему, необходимо провести переговоры со всеми сторонами, заинтересованными в слиянии компаний.

3. Каждая сторона, участвующая переговорах, должна четко определить свои главные цели и альтернативу им, если будет невозможно их достичь.

4. Чтобы избежать провала на переговорах, необходимо к ним заранее хорошо подготовиться.

5. Цены поднялись выше, чем ожидало правительство.

6. На переговорах противоположная сторона вышла со встречным предложением. Их оппоненты приняли его. Это была по-настоящему выгодная сделка.

7. Каков окончательный итог переговоров? Был ли решен основной вопрос?

Ex.26. You are offered a good job. Prepare to negotiate the job offer with your employer. Here are some issues you want to raise before you accept. Discuss them with your partner.

• Salary

• Promotion opportunities

• Insurance (medical, dental, accident, life)

• Holidays

• Vacation time

• Retirement/pension plans

• Overtime

• Expenses