1. I'll call you _________ ten minutes.

2. I'm trying to connect you. Could you hold _________ ?

3. When are you going _________ holiday?

4. I'm calling _________the order I placed last week.

5. Could you pass _________ a message for me?

6. I'll write to you _________ two weeks' time.

7. Tom is _________ paternity leave.

10. Choose an appropriate response.

1. What's the time in New York? a Sure, what's your number?

2. When will Eleanor be back? b Speaking.

3. Is that Tariq Meltam? c Yes, of course. Let me just find a pen.

4 .Is Mr Rotund there? d Nine a.m.

5. Have a good weekend. e Yes, it's right here.

6. Did you get my email? f Yes, it's 09.

7. Could you call me back? g Yes, he has just come into the office.

8. Can you take a message for me? h In ten days'time.

9. Do you know the code for Helsinki? i Thanks. You too.

11. Complete the sentences with one of the alternatives.

1. Press the __________ key. hash/button/door

2. Replace the __________. reception/handset/operator

3. Make a __________ call. toll-free/star/line

4. __________ Anne's voice mail. Here is/This is/Hello to

5. I couldn't __________ hold of John. get/take/make

6. Please don't __________ up. hang/hold/take

7. Don't forget to________your mobile phone. turn off/close/drop

8. Did you dial the__________code first? area/secret/town

12. Put the dialogue in the right order.

a Speaking,

b Hi Tarmo.

c Thanks, Tarmo

d I'll do it now.

e Of course,

f Did you get my message?

g You'd like me to send directions to the office,

h Can I speak to Tarmo Star please?

i Yes that's right,

j Could you send them today?

k Yes I did.

i See you soon.

13. Match the two parts of the sentences.

1. Press the star key a on hold for a minute.

2. Could you leave a message b a conference call for next week.

3. I'll call you с take the call at the moment.

4. Please wait. I'll just put you d the wrong number.

5. I'm sorry, I must have dialed e to return to the main menu.

6. We need to set up f with directory enquiries.

7. I need to check the number g for me on my voicemail?

8. I'm sorry but I can't h when I get back to my office.

14. Complete the statements.

1. Hello! May I _______

2. Could you _______

3. I’m sorry, but the manager _______

4. Would you like to leave a message or _______

5. Thank you. You’ve been ______

6. I’d rather ________

7. Can you put me _______

8. I’m sorry to ________

9. What number _______

15. Be ready to speak on the topic.

Unit 10 Topic: Corporate Etiquette.

1. Text A. Good and bad manners at a workplace.

Etiquette is the name we give to the rules being polite in a social group. Business etiquette is important for people who often have to make new contacts and build relationships in their work. Politeness can also help to improve the working environment for people in the same office. Some cultures and situations are formal, which means that we have to follow rules; other cultures and situations are mоге informal.

Most office workers say they are rude or bad-mannered at work. Two out of three workers regularly arrive late for meetings, most ignore emails and three out of four use bad language. In a survey of 1,000 workers, two-thirds say that pressure of work is the reason for their bad manners.

Other common examples of bad office etiquette include ignoring colleagues and answering mobile phone calls during meetings. Using mobile phones in meetings is impolite and distracts others. If you respond to a call when speaking to somebody or during a meeting, it means that the phone call is more important than the person or a meeting.

It is easy for people to forget their manners in the working environment, which is often very informal and very busy. Workers can forget proper etiquette such as introducing people at meetings, and this is often bad for working relationships.

Psychologist Dr Colin Gill believes that people are not as polite as they were twenty years ago. He said: ‘Courtesy is no longer something that is so much respected in our society.’ People think it is ‘stuffy to be polite or formal.’

Now some organisations are actually investing money in training their junior managers to be polite. They encourage people to arrive on time for meetings, turn off mobile phones and avoid bad language. Avoiding bad manners at work is such a simple thing to do, and it can have a dramatic impact on improving your working environment and your relationships with others.

2. Text B: How to be polite?

In the business world, it is people that influence your success or failure. If you feel comfortable around someone and vice versa, better communication and mutual trust will develop. Business etiquette helps you to present yourself effectively.

There are different opinions about what is polite or impolite. Different cultures express politeness in different ways. Even in the same country, there may be different views about what are good manners or bad manners. But the same rules apply everywhere. Politeness is about showing respect for others. It means thinking about other people’s feelings.

In formal situations, we follow standard rules for politeness. In business, we are usually polite when we make new contacts, meet customers or people from other companies. Politeness is often linked to status. We are usually more polite to people above us in the organizational hierarchy. In today’s working environment, most managers show respect for their workers. They might say, ‘We really need to send the report as soon as possible. Could you please do it today?’ If you consider other people’s feelings, they are usually more willing to work hard, to help and to cooperate.

There are some key rules upon which good business etiquette is built.

Your manners and attitude will speak about you. Your relationship is unlikely to prosper with selfish and undisciplined people. Appropriate business etiquette promotes positive traits.

A reputation and honesty are of great importance. Your character refers to what you as an individual bring to the business table. Proper business etiquette allows you to use your positive qualities. For example, knowing when to be passionate and not emotional or self-confident without being arrogant. Be diplomatic! Business etiquette encourages the careful thought of the interests of others and choosing acceptable forms of expression.

Appearance is one of the most important things. Dressing appropriately, standing and sitting in the right place at the right time, looking presentable are all elements in making a good impression. Business etiquette teaches you how to suitably present yourself and what to avoid.

For the international business person business, etiquette acts as a key. It locks the doors of poor communication and misunderstandings and opens doors to successful business relationships.

3. Answer the following questions.

1. What is etiquette?

2. What reason do office workers give for their bad manners?

3. What can help to improve the working environment for people in the same office?

4. What do common examples of bad office etiquette include?

5. Is it easy for people to forget their manners in the working environment?

6. Are people today more polite than they were 20 years ago?

7. What influences your success or failure?

8. How does politeness mean?

9. What are some key rules upon which good business etiquette is built?

10. What does etiquette open in business?

11. Are business people in your country easy-going or more formal? What do they usually wear to work?

12. Do most business people in your country have a long lunch at a restaurant or do they eat a quick sandwich?

4. Read and memorize the following words and word-combinations.

Polite	ввічливий
relationship	взаємовідносини, стосунки
politeness	ввічливість
to improve	поліпшувати, покращувати
environment	середовище, оточення
formal	офіційний, формальний
informal	неофіційний, неформальний
rude	грубий
bad manners	погані манери
bad language	лихослів’я
survey	огляд, анкетування, опитування
reason	причина; підстава
to include	містити, включати, охоплювати
to distract	відволікати, збивати з пантелику
research	дослідження
to respond	відповідати
to believe	вважати, вірити
courtesy	ввічливість, чемність, люб’язність
stuffy	нудний, нецікавий, відсталий
to invest money	вкладати кошти
to encourage	підбадьорювати, підтримувати
to avoid	уникати
impact	вплив
to influence	впливати
success	успіх
failure	невдача, неуспіх, провал
vice versa	навпаки
mutual	взаємний, спільний
trust	довіра
effectively	ефективно
opinion	думка, погляд
to express	виражати, відображати
to apply	звертатися з проханням, просити
respect	поважати
hierarchy	ієрархія
to consider	думати, вважати
to cooperate	співробітничати
attitude	відношення
to prosper	процвітати
selfish	егоїстичний
undisciplined	недисциплінований
appropriate	відповідний, підходящий
to promote	просувати, підвищувати в чині або званні; сприяти
trait	характерна риса; особливість
honesty	чесність
to refer	стосуватися
to allow	дозволяти
passionate	пристрасний, палкий
self-confident	самовпевнений
arrogant	гордовитий
acceptable	підходящий
expression	вираження, вираз
presentable	пристойний, презентабельний, солідний
impression	враження, вплив

5. Complete the following sentences with the words from the box.

Feelings, improve, respond, investing, etiquette, courtesy, respect, hierarchy, rules, status

1. _________ is the name we give to the rules being polite in a social group.

2. Politeness can also help to _________ the working environment for people in the same office.

3. It is impolite to ________ to a call when speaking to somebody or during a meeting.

4. Politeness is showing _________ for others.

5. It means speaking about other people’s ________.

6. In formal situations, it is a good idea to follow standard ________ when making new contracts.

7. Politeness is often linked to _______ .

8. We are more polite to people who are above us in the organizational ________ .

9. Now some organisations are ________ money in training their junior managers to be polite.

10. _________ is no longer something that is so much respected in our society

6. Complete the text with the words from the box.

Admit, avoid, ignore, introduce, invest, improve, respond

A recruitment firm gives this advice to new workers:

It is important to _______ time in your relationships with others at work. Get to know the people who work near you: _______ yourself to them and tell them something about yourself. If people ask for your help, always _______ positively. Don’t _______ emails or phone calls just because you are busy. If you make a mistake, it is better to _______ it and then apologize. When things go wrong, stay calm and _______ shouting and using bad language. Remember, good manners help to _______ your working environment, and you will find you can enjoy your work more.

7. Look at the following groups of words. Which word does not belong in each group?

1) rude, stuffy, bad-mannered, impolite

2) courtesy, politeness, etiquette, impact

3) communicate, answer, reply, respond

4) regularly, commonly, rarely, often

8. Add the following prefixes to the adjectives below to make words with the opposite meaning.

Un- in- dis- im-

1 formal 5 practical 9 important

2 satisfied 6 considerate 10 respectful

3 honest 7 friendly 11 patient

4 polite 8 efficient 12 appropriate

9. Use words from the exercise above to complete the definitions.

E.g. Someone who is bad-mannered is impolite.

Someone who …

1. … doesn’t tell the truth is ________ .

2. … wants to do things in a hurry and finish quickly is ________ .

3. … doesn’t like other people and doesn’t want to talk is ________ .

4. … works slowly and doesn’t do their job well is ________ .

5. … doesn’t think about other people’s needs or wishes is ________ .

6. … isn’t happy with the way things happened is ________ .

10. Business etiquette in other countries. Read the following information about business etiquette in such cities as Sydney, London and New York.

Sydney

We in Sydney are very easy-going and relaxed about rules. But we work hard. We start work pretty early in the morning. Breakfast meetings are common, starting at 8am. And we like to start meetings on time – so it’s important not to be late! We’re generally very informal. Men often wear a jacket and tie during office hours. But we prefer informal clothes when the weather’s hot. For lunch, we usually go out for a sandwich. What do we talk about? Well – it isn’t difficult to talk to Australians – we’re very friendly people. But it helps a lot if you can talk about sport.

London

Most people that I know don’t like to start work early. We hate breakfast meetings! People are always in a hurry – so being on time for meetings is important. People think the British are very formal. But things are changing. I think we’re quite informal nowadays. Some men still wear formal business suits – but a lot of people come to work in casual clothes. Lunch is often a quick sandwich and a coffee. After work, we like to go to the pub with colleagues. At the pub you can talk about anything you like!

New York

Life in New York is fast and dynamic. Some people say that we’re rude. I don’t mean to be rude – I just don’t have much time for being polite! Work starts early in the morning – breakfast meetings start at 7am – don’t be late! Most people dress in suits for business – it’s important to look smart. A lot of people eat at their desk at lunchtime. But if we go to a restaurant, we talk business right through lunch. We don’t talk about the food. People are very competitive and work always comes first!

11. Complete the table according to the text above.

	Sydney	London	New York
Breakfast meetings	common – 8am
Punctuality		important
Dress
Lunch
What do people talk about outside work?			Business

12. Can you communicate successfully across cultures? Match the statements (a-к) with the parameters (1-11) which help us to understand other national and corporate cultures.

1.	Employee relations	b
2.	Monochronic/polychronic cultures	____
3.	Gender	____
4.	Titles	____
5.	Body language	____
6.	Punctuality	____
7.	Organizational hierarchy	____
8.	Leadership	____
9.	Humour	____
10.	Time	____
11.	Directness/indirectness of communication	____

a) If a meeting is supposed to start at o'clock, then I think II should start at 9 o'clock.

b) Managers and unions? It's them and us. You'll never get the if two sides to really work together.

с) Everyone calls each other by their first names and I can walk into the office of anyone in the company.

d) If I told a joke at the start of a presentation, people would think I was not serious about my job.

e) I don't like people I don't know to stand too close to me.

f) Just because someone has a doctorate, they don't have to insist that everyone calls them Doctor.

g) I think it's right for the boss to have another pay rise. After all, he takes the risks and the difficult decisions.

h) I like to say exactly what I think and I expect other people to do the same.

i) I tried to help one of the girls in the office into her coat and she got really angry!

j) I tried to call this guy in Norway at 3 o'clock on Friday afternoon and everyone in the office had gone home!

к) I like to do one thing at a time. I can't stand people who start taking phone calls in the middle of meetings.