- •Е.В. Дводненко
- •Table of Contents
- •Введение
- •Section I. English for telephoning Useful vocabulary for successful telephoning in English
- •Text I. Business Telephoning Etiquette
- •The Business Etiquette of Transferring a Call
- •Appropriate greetings and endings
- •Gathering information
- •Listening skills
- •Suggesting and verifying a course of action
- •Taking notes
- •Dealing with difficult callers
- •Things to avoid when on the phone
- •Practice: Connecting
- •Messages
- •Wrong number
- •Appointments
- •Ordering
- •Text II. Business Telephoning Language
- •Practice:
- •Section II. English for meetings Useful vocabulary for successful meetings in English
- •Text I. Business Meetings Organization
- •Practice: agenda setting
- •Interruptions
- •Agreeing and disagreeing
- •Any other business (aob)
- •Text II. Business Meetings Language Etiquette
- •Practice:
- •Section III. English for negotiations Useful vocabulary for successful negotiations in English
- •Text I. The Art of Negotiations
- •Practice tricky conversations
- •Resolving difficulties
- •Asking for a pay rise
- •Difficult clients
- •Text II. Giving your personal viewpoint
- •Practice:
- •Section IV. English for presentations Useful vocabulary for successful presentations in English
- •Text I. Business Presentations & Public Speaking
- •Practice: Opening
- •Questions
- •Section V. English for business correspondence Useful vocabulary for writing business letters
- •Text I. Business Letter Etiquette
- •Practice
- •Text II. Notes on business correspondence Business Letter Contents
- •1St Check: Look at the text as a whole
- •2Nd Check: Check your text for detail
- •Marlene Leach
- •Layout of Envelopes
- •Practice
- •4. Match the beginnings and endings below and identify which letter a) is a letter of complaint, b) offers an apology, c) is an application for a job.
- •Text III. 20 Tips of Business Writing
- •Text IV. Resumes and Covering Letters
- •Summary
- •11 Tips of Success
- •Additional reading cross cultural business communication
- •Text I. What is Culture?
- •Text III. International Business Etiquette
- •Text IV. Intercultural Communication Tips
- •Text V. Cross Cultural Marketing Blunders
- •Text VI. More Results of Poor Cross Cultural Awareness
- •Text VII. Stereotypes: An Intercultural No-No
- •Involve
- •Text VIII. Business Meeting Etiquette
- •Informal Meetings
- •Text IX. Cross cultural negotiation
- •Text X. Techniques for Resolving Cross-Cultural Disputes
- •Techniques:
- •Text XI. The Business Lunch and Cultural Differences
- •Text XII. Business Card Etiquette
- •Text XIII. Cross Cultural Gift Giving Etiquette
- •Text XIV. Cross Cultural Presentations
- •Text XV. Intercultural Factors When Making International Presentations
- •Text XVI. Cross Cultural Advertising
- •Text XVII. Hurdles to Cross Cultural Business Communication
- •Text XVIII. Cultural Communication across Languages
- •Text XIX. Ten Strategies for Success Abroad
- •Text XX. Cultural Sensitivity in Business
- •Список литературы Основная
- •Дополнительная
- •Интернет-ресурсы
Resolving difficulties
Imagine that you are giving a second warning to an employee whose work or attitude is not of a high standard. What words or phrases might be useful in this conversation?
Listen
It’s been two weeks since the conversation between Sean and Michelle in unit “Tricky conversations”. Sean thinks that Michelle’s attitude still hasn’t improved, and he has decided to raise this with her. As you read, try to hear the phrases below, find and remove the extra words. The first is given as an example.
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Useful Phrases |
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Sean:
Michelle, can I to
have
a word please, in my office? Now and then. I won’t take long about
this, I’ll come in straight to the point. We had a chat...
Michelle: Yeah.
Sean: At that point, I wasn’t much particularly happy with the way that you were behaving in the office, the way that you were being uncooperative, a little bit surly with people. And since then, frankly, I’ve seen a very little change
Michelle: Well, I mean, I think I’ve made an effort, trying to be helpful like I normally am with people, and I feel that I’m still doing my job - not that the job’s very interesting. I think it’s become less interesting since Sarah got the promotion. I think she’s getting some more of the interesting work.
Sean: Okay, well I’m afraid me that, despite of what you say, it hasn’t come across. I don’t want to jump on to any conclusions, but you have taken quite a bit of time off…and…
Michelle: Yeah, but you’re allowed to take a leave, aren’t you?
Sean: You are allowed to take leave. Hopefully you come back from leave home refreshed and you leave your problems at home.
Check your answrs by reading the script below:
Sean: Michelle, can I have a word please, in my office? Now then. I won’t take long about this, I’ll come straight to the point. We had a chat...
Michelle: Yeah.
Sean: At that point, I wasn’t particularly happy with the way that you were behaving in the office, the way that you were being uncooperative, a little bit surly with people. And since then, frankly, I’ve seen very little change.
Michelle: Well, I mean, I think I’ve made an effort, trying to be helpful like I normally am with people, and I feel that I’m still doing my job - not that the job’s very interesting. I think it’s become less interesting since Sarah got the promotion. I think she’s getting some more of the interesting work.
Sean: Okay, well I’m afraid that, despite what you say, it hasn’t come across. I don’t want to jump to any conclusions, but you have taken quite a bit of time off … and …
Michelle: Yeah, but you’re allowed to take leave, aren’t you?
Sean: You are allowed to take leave. Hopefully you come back from leave refreshed and you leave your problems at home.