ФЕДЕРАЛЬНОЕ АГЕНСТВО ПО ОБРАЗОВАНИЮ РОССИЙСКОЙ ФЕДЕРАЦИИ Государственное образовательное учреждение высшего профессионального образования УФИМСКИЙ ГОСУДАРСТВЕННЫЙ НЕФТЯНОЙ ТЕХНИЧЕСКИЙ УНИВЕРСИТЕТ И.А. Шерсткова ESSENTIAL BUSINESS ENGLISH PRACTICE ПРАКТИКУМ ПО ОСНОВАМ ДЕЛОВОГО ОБЩЕНИЯ НА АНГЛИЙСКОМ ЯЗЫКЕ Учебное пособие Рекомендовано Учебно-методическим объединением по образованию в области лингвистики Министерства образования и науки Российской Федерации в качестве учебного пособия по английскому языку для магистрантов неязыковых направлений подготовки УФА – 2014 УДК 811.111 (07) ББК 81.2 Англ. Ш 49 Рецензенты: д. филол. наук, проф. Т.Д. Шабанова (кафедра межкультурной коммуникации и перевода Башкирского государственного педагогического университета им. М.Акмуллы) канд. филол. наук, доцент Л.М. Яхиббаева (кафедра иностранных языков Уфимского государственного нефтяного технического университета) Шерсткова, И.А. Ш 49 Essential Business English Practice – Практикум по основам делового общения на английском языке: Учебное пособие / И.А. Шерсткова. – Уфа: Изд-во УГНТУ, 2014. – 137с. Данное пособие в первую очередь предназначено для работы со студентами магистерской подготовки, изучающими дисциплину «Деловой иностранный язык». Целью пособия является формирование и закрепление коммуникативной компетенции делового общения на английском языке, что позволит выпускнику вуза интегрироваться в международную профессиональную среду и использовать иностранный язык как средство межкультурного общения. Пособие построено по тематическому принципу и состоит из семи основных разделов с подразделами, посвященных различным профессионально-бытовым (знакомство с коллегами, деловая беседа по телефону, командировка и т.п.) и профессиональным ситуациям общения (прием на работу, подготовка презентации, ведение переговоров). Задания пособия построены по принципу нарастающей трудности, предлагается обилие коммуникативно ориентированных упражнений, позволяющих вывести в речь тренируемые языковые единицы и закрепить полученные знания на практике. Также представлены образцы деловой документации на английском языке (форма таможенной декларации, карта прибытия в страну, бланк регистрации в отеле и т.п.). Работа с данными упражнениями способствуют формированию навыков письменной коммуникации на английском языке. Не будучи увязанным ни с одним учебником по техническому английскому языку, практикум может гибко сочетаться с любым базисным курсом английского языка, используемым в учебном процессе со студентами-магистрантами неязыковых специальностей, либо выступать в качестве основного учебного пособия по курсу делового иностранного языка. Работа с пособием возможна и на начальных этапах изучения делового иностранного языка со студентами лингвистических специальностей и магистрантами языковых факультетов, которые изучают курс делового английского как второго иностранного языка. Материалы пособия позволяют преподавателю варьировать объем и степень их проработки в зависимости от количества аудиторных часов и уровня языковой подготовки студентов. Пособие может также представлять интерес и быть практически полезным широкому кругу лиц, изучающих деловой английский язык. УДК 811.111 (07) ББК 81.2 Англ. © И.А. Шерсткова, 2014 © Уфимский государственный нефтяной технический университет, 2014 2 ПРЕДИСЛОВИЕ Practice makes perfect. Proverb Предлагаемая вашему вниманию книга Essential Business English Practice представляет собой учебное пособие – практикум по основам делового общения на английском языке. Идея создания книги возникла в ходе работы автора со студентами магистерской подготовки по дисциплине «Деловой иностранный язык». В соответствии с требованиями учебной программы одной из основных базовых компетенций, приобретаемых студентами-магистрантами в рамках изучения данной дисциплины, является коммуникативная компетенция – способность пользоваться иностранным языком как средством делового общения. Для формирования этой способности, иными словами, нужных знаний, умений и навыков необходима их многократная тренировка, отработка с использованием большого количества учебных упражнений. Однако существующие на сегодняшний день пособия зачастую ограничиваются всего лишь несколькими упражнениями по тематике, что, в свою очередь, дает студенту возможность только понять функционирование изучаемых лексических единиц в контексте, но, к сожалению, не позволяет активно усвоить требуемый лексический материал, выработать и вывести в речь полученные знания и навыки. Не секрет, что при отсутствии языковой среды добиться более-менее удовлетворительных результатов в овладении иностранным языком можно только целенаправленной, упорной отработкой фонетического, лексикограмматического материала через систему специально подобранных упражнений. Данное пособие призвано решить эту задачу. Цель практикума – помочь студенту активно овладеть необходимым языковым минимумом, который позволит учащемуся эффективно «функционировать» в типичных ситуациях делового общения на английском языке. Пособие построено по тематическому принципу. Условно практикум можно разделить на два блока: первый охватывает профессионально-бытовые ситуации общения (знакомство с коллегами, деловая беседа по телефону, командировка и т.п.); второй блок, более профессионально-ориентированный, представлен тремя темами: прием на работу, подготовка презентации, ведение переговоров. Специфика рассматриваемых вопросов второго блока обусловила характер предлагаемого материала: помимо упражнений в этот блок включена информация ознакомительно-обучающего характера, например, о правилах написания резюме или ведения переговоров. В начале каждой темы в отдельном упражнении предлагается список слов и выражений для запоминания. Все дальнейшие упражнения направлены на отработку этого вокабуляра. Автор, насколько это было возможно, постарался разнообразить предлагаемые типы упражнения, чтобы избежать рутинности материала. Каждый раздел построен по принципу нарастающей трудности, что позволяет учащемуся в итоге перейти на уровень 3 собственного словотворчества в переводных упражнениях с русского на английский, при составлении тематических диалогов, в ролевых играх. Отдельно следует остановиться на методике работы с переводными упражнениями – карточками. Они построены на материале предшествующих им упражнений. Учащемуся ничего не нужно заполнять в карточках. Если необходимо, перевод можно записать в отдельной тетради, но не в пустых строчках карточек. Пустые строки – это реплики партнера по диалогу. Где это было технически возможно, карточки собеседников расположены на разных страницах. Если обе карточки находятся на одной странице, то во время парной работы с данными упражнениями (и со всеми другими карточками) студент должен смотреть только в свою карточку, закрыв «сценарий роли» собеседника. После однократного выполнения упражнения нужно обязательно поменяться ролями. При индивидуальной работе студента дома или в классе карточку собеседника не закрывают, необходимо задействовать обе карточки сразу, переводя по строкам поочередно реплики из двух ролей. Не лишним будет напомнить учащимся, что при работе в парах нужно не только думать о том, как правильно сказать / перевести свою роль, но и внимательно слушать собеседника. Основным мотивирующим фактором должна быть не оценка, а уровень усвоения материала. Уважаемые студенты! Помните, вы учитесь, прежде всего, ради «себя – любимого», ради своих знаний, ради своего успешного будущего! В отдельных упражнениях практикума также представлены образцы бланков документов, которые необходимо заполнить и с которыми студенту придется столкнуться в реальных жизненных ситуациях, например, форма таможенной декларации, карта прибытия в страну или бланк регистрации в отеле. Данное пособие, в первую очередь, направлено на студентов вузов, изучающих дисциплину «Деловой иностранный язык». Однако в целом или отдельные темы пособия могут представлять интерес и быть практически полезны широкому кругу лиц, изучающих деловой английский язык. Практикум рассчитан на учащихся, которые уже имеют начальные знания по английскому языку и хотели бы специализироваться в области делового общения. В зависимости от уровня знаний и подготовки студентов, а также количества аудиторных часов преподаватель может варьировать объем и степень проработки предлагаемого материала. Рекомендуется дополнительно использовать на уроках различные ролевые игры (коих найдется немало в арсенале каждого преподавателя) для создания максимально реалистичной ситуации общения. Материалы пособия апробированы в работе с магистрантами факультета трубопроводного транспорта и института экономики уфимского государственного нефтяного технического университета. Автор надеется, что работа по предлагаемому учебному пособию будет для Вас полезной и приятной. Успехов! 4 GETTING ACQUAINTED ‘If a man does not make new acquaintances as he advances through life, he will soon find himself alone.’ Samuel Johnson (1709 – 1784), English writer 1. Match the greetings with the most likely responses. Greeting Response How do you do? Hello. Good morning. Good morning. Good afternoon. Hi! Good evening. Glad to meet you, too. Hello, there. How do you do? Hi! Good evening. Glad to meet you. Good afternoon. 2. Joan Robertson is a Personnel Department manager at Travel With Us tour agency. She is introducing Pamela to her new co-workers. Pay attention to the phrases in bold which are used to introduce and welcome new people. Conversation A Joan: Pamela, I want you to meet Steven Brown. He’s the Sales Manager. Steven, this is Pamela, who’s in charge of excursions. Steven: How do you do, Pamela. Pamela: How do you do. Steven: Oh, so you’re British. Pamela: That’s right. Steven: Well, it’s good to meet you, Pamela. Pamela: And you, Steven. Steven: Everyone calls me Steve. Pamela: OK ...Steve. Conversation В Joan: And this is Britanny Rowling. Britanny works in your department. She’s a tour guide. Pamela: Pleased to meet you, Britanny. I’m Pamela Campbell. Britanny: Pleased to meet you, too, Pamela. Pamela: I’m looking forward to working together. Britanny: Me too. Conversation С Joan: Mr Anderson? May I introduce Pamela Campbell, our new Excursions Manager? Anderson: I’m glad to meet you, Ms Campbell. Pamela: And I’m glad to meet you, Mr Anderson. Anderson: Well, I hope you enjoy working with us. Pamela: Thank you, sir. 5 Look at Conversations A to C. Pamela meets three people. One has a similar job, one is her superior, and one has a junior job. Answer the questions: a) What is Pamela’s job? b) Who has a similar job? c) Who has a junior job? d) Who is Pamela’s superior? e) Does it change the introductions? f) When do they use first names? Underline the expressions that are about working together in the future. 3. How do you introduce / greet friends / business people in your country and in other countries? Do you ... … shake hands? …bow? …exchange business cards? …hug them? …kiss them on the cheek / hand? Write down your name and job title. Exchange it with a partner. Go around the room introducing your partner to other people. Don’t forget to shake hands! You can use these phrases: This is … and this is ... I want you to meet... / I’d like you to meet... I want to introduce ... / I’d like to introduce ... Can I introduce ...? / May I introduce ...? 4. Mr Lawrence is meeting Alice Green for the first time. They are in Mr Lawrence’s office in London. Mr Lawrence: Ah, you must be Ms Green. How do you do. I’m Phil Lawrence. Alice: How do you do. Please call me Alice. Mr Lawrence: Thanks, Alice. Call me Phil. Did you have a good flight? Alice: Yes, I did. It was fine. Mr Lawrence: Was the plane on time? Alice: Yes, it was right on time. Mr Lawrence asks several questions. He doesn’t ask because he needs information. He’s trying to be polite and friendly. He asks his questions for ‘breaking the ice’ (starting a friendly conversation). What other things could you ask about to ‘break the ice’? 6 Starting conversations People often start with an ice-breaker. The weather is a good topic (unless you’re somewhere like the desert where it never changes!) because it’s neutral. People comment on the weather to be friendly and to see if the other person wants to speak. If you’re traveling, the ice-breaker is usually to talk about the journey. (‘It looks like we’re going to be late / on time / early.’) At a reception or party, the food or drink is a good topic for an ice-breaker. Be careful with question intonation. Sound as if you’re interested and making friendly conversation. Don’t sound like a police detective! If you do, ‘Why are you here?’ may sound rude. Here is a list of sample breaking-the-ice questions: How was your trip? How was the traffic (from the airport)? Do you like (this city)? Did you find our office easily? How is your family? Is this your first visit to (Chicago)? Nice weather, isn’t it? NB: if people know each other well, after an informal or a friendly greeting often comes the question: ‘How are you?’/ ‘How are things?’/ ‘How are you getting on?’ The reply to this question is normally positive: ‘Fine, thank you. And you?’ / ‘I’m all right, thank you.’ / ‘Not bad.’ Saying goodbye 5. Study the following conversations. Pay attention to the phrases in bold people use to say goodbye and thank you. 1. Pamela: Well, goodbye, Bob. And thanks for everything. Bob: Goodbye. It was nice meeting you. Pamela: Don’t forget. You have my address. Call me next time you’re in London. Bob: I will. And call me if you’re ever in Vancouver. Pamela: OK. Goodbye, then. Bob: Goodbye. Take care. 2. Ryan: Well, goodbye, Barbara. I’ve enjoyed working with you. Barbara: I’ve enjoyed my visit. You’ve been very helpful. Ryan: It was a pleasure. Give my regards to James. Barbara: I will. And thank Susan again for the wonderful meal. Ryan: I will. She loved the flowers. Barbara: And I hope to see you again next year. Ryan: I’ll look forward to it. Have a safe trip. Barbara: Thank you. Take care. And keep in touch. 7 6. Remember useful expressions to say goodbye. Thanks before goodbyes: Thanks. Thank you. Thank you very much. I want to thank you / I’d like to thank you for everything / (all) your help, (all) your hard work, (all) your kindness, (all) your assistance. Goodbyes: Bye. / Goodbye. It was nice to meet / meeting you. Good to meet you. I enjoyed getting to know you. See you again! See you soon! See you later! See you tomorrow! So long. Adding something after goodbye: Have a nice day. (answer You, too back) Take care. Look after yourself. Keep in contact. Keep in touch. Enjoy (the job). Call me. Give my regards to your mum. 7. Match the situations with the sentences. Situations You’re saying goodbye to… 1. A child going to visit relatives 2. A husband, wife, girlfriend or boyfriend 3. A new business acquaintance 4. An old friend 5. A guest 6. Someone you met two minutes ago a. b. c. d. e. f. Sentences Don’t forget! Call me every day! I’ll miss you! It’s been a pleasure having you here. Have a really great time! Send me a postcard. Be good. And do what Grandma tells you! Bye. It’s been good meeting you. 8. Now say goodbye to each other. Use the phrases in ex.6 above. 8 9. Remember how to say ‘thank you’ and how to respond to thanks in English. Gratitude Response You are welcome. I’m glad I could help. Don’t mention it. It was nothing. Think nothing of it. Not at all. Anytime. My pleasure. The pleasure was all mine. Thanks. Thank you. Thank you very much. Thank you so much. I appreciate your help. I appreciate it. I’m so grateful to you. TELL ME ABOUT YOURSELF ‘Talk to people about themselves and they will listen for hours.’ Benjamin Disraeli (1804 –1881), British politician, writer 10. Alice and Steve meet each other for the first time at their friend’s birthday party. Read their conversation and fill in the missing phrases given below the dialogue. A: S: A: S: A: S: A: S: A: S: A: S: A: S: A: S: Nice party, isn’t it? Yes, it’s great. I’m Alison, by the way. Nice to meet you. I’m Steve, Steve Blair. 1)………………………………………… 2)…………………………….., too. 3)…………………………………………? I’m from Scotland. Where exactly? Glasgow. What about you? I’m from Birmingham. 4)………………………………………..? I’m a doctor. And you? 5)……………………… Really? 6)…………………………….? I’m twenty-two. And you? Well, I’m thirty-five. Thirty-five! Are you really? Yeah!!! Nice to meet you, too. How old are you? What’s your job? Where are you from? I’m a student. What’s your name? 9 11. Match the questions with the answers below. 1. Where are your friends from? 2. What’s your nationality? 3. How old is she? 4. Are you a doctor? 5. What’s your favourite colour? 6. Do you speak Hindi? 7. What’s your favourite band? 8. What’s your phone number? 9. Where is Warsaw? 10.Can you spell it, please? 11.What’s your mother’s job? 12.When is your birthday? 13.What’s your hobby? 14.Who do you work for? a. Red. b. 33570098. c. She’s 19. d. Yes, of course. B-I-L-L…M-I-R-K. e. She’s CEO of Rosneft. f. I’m Italian. g. No, I’m not. h. Gardening. i. 27th December. j. In Poland. k. British Petroleum. l. They are from Germany. m. Yes, I do. n. The Spice Girls. 12. Imagine you are one of the persons below. Interview your partner and answer your partner’s questions about you. Student A Name Barry Smith Origin India, Deli Age 30 Marital status Work for single, girlfriend – 21, hairdresser Google Job web designer Phone number 78955 Favourite sport hockey Hobby collecting coins Pet hamster 10 Student B Name Bill Stone Origin Canada, Ottawa Age 52 Marital status Work for married, wife – 50, housewife; 2 sons Nissan Company Job mechanic Phone number 3265400 Favourite sport football Hobby listening to classical music Pet 2 cats 13. Change partners. Ask your new partner about his/her first partner. What’s your position in your company? 14. Match positions with their descriptions. Position Description СEO (Chief Executive Office) someone who heads a company and is responsible for its running Managing Director someone who does secretarial work for top management Executive Secretary someone who is responsible for selling the product to customers Sales and Marketing Manager someone who heads the department that advertises and sells the produce the person with the most authority in the company Sales Representative Production Manager someone responsible for running the company’s financial affairs Personnel Manager someone who sirs in the lobby, answers the phone, and greets visitors R & D Manager (research and someone who heads the department responsible development) for manufacturing the product Finance Director someone who heads the department responsible for staff matters, such as the hiring of employees Accountant someone who heads the department responsible for scientific research and the development of new products Receptionist someone who keeps the accounts in the finance department 11 15. Communication activity. Today is a special day. The company is celebrating its foundation. All the employees of the company are at a party. They want to know each other better. Step 1. Each student in a group chooses one of the cards below. On the card there is information about his / her new life. Students remember the information on the card. NB: Make sure two or more students don’t have one and the same card!!! Students shouldn’t read their partners’ cards! Card 1 You are the Managing Director of the company and are in charge of running it. You’ve been with the company for 20 years. Your hobby is playing golf. You often play with business clients. Card 2 You are an executive secretary. You are the ‘right hand’ of the Managing Director. You’ve been with the company for 5 years. Your hobby is Italian cooking and in your free time you like to give dinner parties. Card 3 You are the Personnel Manager. You are in charge of staff matters, such as training programmes and hiring. You’ve been with the company for one year. Your hobby is gardening. Card 4 You are a sales representative. Your job is selling the company’s product to customers. You’ve been with the company for 2 years. In your free time you take evening classes to learn Japanese. Card 5 You are the Sales and Marketing Manager. You are in charge of your company’s sales and marketing strategy. You’ve been with the company for 7 years. In your free rime you like to go hiking. Card 6 You are an accountant in the finance department. Your job is keeping the company’s books and accounts. You’ve been with the company for 4 years and are hoping for a promotion soon! In your free time you like to read detective stories. Card 7 You are the company’s Production Manager. You head the department that makes the product. You are a newcomer to the company. In your free time you like listening to classical music. Card 8 You are the R & D Manager and are in charge of scientific research and the development of new products. You’ve been with the company for 9 years. In your free time you like to collect butterflies. 12 Card 9 You are the Finance Director and are in charge of the company’s financial affairs. You’ve been with the company for 10 years. In your free time you take ballroom dancing lessons with your partner. Card 10 You are a technician in the production department and work on technical aspects of production. You’ve been with the company for 8 years. Your hobby is building and flying model planes. You spend every free minute on this hobby with your partner. Card 11 You are the company’s receptionist. You take all the incoming calls and greet and screen visitors. You’ve been with the company for 3 years. Your hobby is watching old movies on your home video. Your favourite is Casablanca. Card 12 You are a software expert. You are in charge of developing software programs for your company. You’ve been with the company for 18 months. Your hobby is disco dancing. Card 13 You are the company’s head cook. You are in charge of planning and preparing the staff restaurant lunches. You’ve been with the company for 17 years. Your hobby is entering recipe competitions. Card 14 You are the company’s driver. You are in charge of taking company executives and important visitors to appointments and to the airport in the company limousine. You’ve been with the company for 6 years. In your free time you play cards with your friends. Card 15 You are a security guard for the company and work the night shift. You’ve been with the company for 5 years. In your free lime you like to watch wrestling on TV. Step 2. Students should mingle getting acquainted with each other. They should find information about their colleagues to complete the form below. The following sample questions can be helpful: What are your obligations and responsibilities (in the company)? What are you responsible for? What are you in charge of? How long have you been with the company? How long have you worked for the company? 13 Find the colleague who… Name Position collects butterflies…………………………………………………………………… is in charge of hiring………………………………………………………………… is a newcomer to the company……………………………………………………… takes evening classes in Japanese…………………………………………………… loves cooking Italian food………………………………………………………….. is in charge of marketing strategy………………………………………………….. is hoping for a promotion soon…………………………………………………….. has been with the company for 18 months…………………………………………. takes ballroom dancing lessons…………………………………………………….. greets and screens visitors………………………………………………………….. builds and flies model airplanes……………………………………………………. drives the executives to appointments……………………………………………… works at night………………………………………………………………………. cooks your staff restaurant meals…………………………………………………… plays golf with clients……………………………………………………………… 14 MAKING TELEPHONE CALLS ‘The words you choose to say something are just as important as the decision to speak.’ Author Unknown 1. Work in groups. Find out your partners’ opinions. 1. Do you find it easy to remember telephone numbers? How many do you know by memory? 2. How many telephone calls do you usually make in a week? 3. How many of them are private calls? How many of them are local calls? 4. How many of them are long distance calls? 5. Do you usually make quick calls or long ones? 6. Have you ever received very unpleasant calls? 7. Do you always want to speak to people who call you? 8. Do you always tell the truth to callers? (e.g. Do you ask someone else to say you’re out when actually you’re in?) 9. Could you live without a phone? Why? Many people are not very confident about using the telephone in English. However, good preparation can make telephoning much easier and more effective. Then, once the call begins, speak slowly and clearly, be polite, sound friendly and use simple language. Check that you understand what has been said. Repeat the most important information, look for confirmation. Ask for repetition if you think it is necessary. It is also important to learn key vocabulary used when telephoning. Telephone conversations use a number of standard phrases that are specifically used only when telephoning in English. 2. Look at the chart below for key language and phrases used in telephone English and learn them by heart. INCOMING CALLS (when you receive a call) Identifying your company (from the switchboard) (Представление своей компании по многоканальному телефону) Compact Systems. Good morning/afternoon. Identifying yourself when you pick up the phone (Представление себя) Bob Brown. / Bob Brown speaking. – Говорит Боб Браун. Helping the caller (Помощь звонящему) (How) Can I help you? – Чем могу Вам помочь? Who would you like to speak to? – С кем Вы хотели бы переговорить? Which department is she / he in? – В каком отделе он работает? 15 Asking who is on the telephone (Просьба представиться) Сan I take your name, please? – Представьтесь, пожалуйста. Excuse me, who is this? – Простите, кто это? (Can I ask) who is calling, please? – Простите, могу я узнать, кто звонит? Am I speaking to Bob? / Hello. Is that Bob – Это Боб? Asking about the reason of the call (Выяснение причины звонка) What’s it in connection with? – По какому вопросу звоните? What’s the reason of your call? Connecting the caller (Предупреждение о соединении с кем-либо) Just a second/minute/moment please. – Секундочку. Hold on/the line, please. – Не вешайте трубку. I’ll put you through. / I’ll connect you. – Я вас соединю. I’m putting you through now. – Я вас соединяю. Can you hold on a moment? – Не могли бы вы немного подождать? Sorry to keep you waiting. – Извините, что пришлось подождать. Explaining that someone is not available (Если с абонентом нельзя соединить в данный момент) I’m afraid Jack is not available at the moment. – Боюсь, сейчас я не могу вас соединить с Джеком. The line is busy / engaged. Do you want to hold?– Линия занята. Будете ждать? Mr Jackson isn’t in. – Мистера Джексона сейчас нет на месте. Mr Jackson is out at the moment. – Мистер Джексон вышел. I’m sorry, but Jack is on the other line at present. – Извините, но Джек говорит по другой линии. Alternative actions (Предложить перезвонить/оставить информацию) Could you ring/call/phone back later? – Не могли бы Вы перезвонить позже? Can I take a message? – Я могу ему что-то передать? Would you like to leave a message? – Вы хотели бы оставить информацию? Responding to thanks (Ответ на благодарность) Not at all. – Не за что. Don’t mention it. – Не стоит благодарности. You’re welcome. – Пожалуйста. / Обращайтесь еще. My pleasure. – Рад был помочь. Ending the call (Завершение разговора) So is that everything? – Итак, это все? Is that all? – У Вас все? Is there anything else? – Что-нибудь еще? Thanks for calling. – Спасибо за звонок. Bye for now. – До свидания. 16 OUTGOING CALLS (when you make a call) Introducing yourself (Представление себя) This is Helen. – Это Елена. Asking for someone (Просьба соединить с кем-либо) Can I have extension 321, please? – Соедините меня с номером 321. (extension – это внутренний номер в компании) Could I speak to…, please? – Могу я поговорить с …? Could you put me through to …, please? – Не могли бы Вы соединить меня с …? (Can I – менее официальная просьба / May I – более официальная просьба) Is Jack in / available? – Джек в офисе? Explaining the purpose of your call (Объяснение причины звонка) It’s in connection with…/ It’s about … - это по поводу The reason I’m calling is…/ I’m phoning (calling) about… /I’m phoning to tell you about… - Я звоню по поводу… Showing understanding (Выражение понимания) I see / understand. – Понятно. Leaving a message (Просьба перезвонить / сообщить о вашем звонке) Could you give … a message? – Не могли бы Вы передать … сообщение? Can you call me back? – Не могли бы Вы перезвонить мне? Could you ask him to call me back? – не могли бы Вы попросить его перезвонить мне? Could you tell him that I rang. – Не могли бы вы сказать ему, что я звонил? Thanking (Выражение благодарности) Well, thank you very much for your help. – Спасибо за Вашу помощь. Well, thanks for the information. – Спасибо за информацию. I’m very grateful for your assistance. – Я благодарен за Вашу помощь. I’m much obliged to you. – Я премного благодарен Вам. Ending the call (Завершение разговора) I think we’ve covered everything. - Думаю, мы все обсудили. I think that’s everything. – Думаю, это все. Speak to you soon. – Скоро услышимся. Bye for now. – Пока. 17 3. Study some other useful expressions and remember them: There’s a telephone call for you. - Вам звонят. I’ll call you back. - Я перезвоню. Please dial again. - Наберите номер еще раз. You have got the wrong number. - Вы ошиблись номером. What number are you calling? - По какому номеру Вы звоните? My office number is… - Мой рабочий телефон … My home number is… - Мой домашний телефон … to speak to somebody over the telephone – говорить с кем-либо по телефону I’m returning your morning call. – Я перезваниваю Вам. Вы звонили сегодня утром. Thanks for calling back. – Спасибо, что перезвонили. Sorry to disturb you at home. – Извините, что беспокою Вас дома. Am I interrupting anything? – Вам сейчас удобно разговаривать/ я ни от чего Вас не отвлекаю? Are you busy right now? – Вы сейчас не заняты? Bad line (плохая связь): This is a very bad line. – Вас очень плохо слышно. I’m afraid the line is bad. Could you speak a bit louder? - Вы не могли бы говорить погромче? You’re breaking up. – Вы пропадаете (плохо Вас слышу). Sorry, I can’t hear you (very well). - Я Вас плохо слышу. Asking the caller to speak slower / Making sure you understand (Как вежливо попросить собеседника говорить медленнее или переспросить) If you do not hear or understand the other person, say: I’m sorry? I’m sorry, I don’t understand, could you repeat that, please? – Извините, я не понял, повторите, пожалуйста? Sorry, did you say …? – Извините, Вы сказали…? Could you say that again, please? – Повторите, пожалуйста, еще раз. Could you speak more slowly? – Могли бы вы говорить помедленнее? Sorry, I didn’t quite catch that. – Извините, я не совсем понял. Sorry, I didn’t quite understand that. – Извините, я не совсем понял. Sorry, I didn’t quite understand what you said about … – Извините, я не совсем понял, что вы сказали о … NB: It is not polite to say: Please, repeat? 18 4. Study the following example of Business Telephone Conversation. Operator: Hello, Frank and Brothers. How can I help you? Алё, это фирма «Фрэнк энд Бразерс». Чем могу помочь? Peter: This is Peter Jackson. Can I have extension 342? Это Питер Джексон. Соедините, пожалуйста, с номером 342. Operator: Certainly, hold on a minute, I’ll put you through… Bob Peterson’s office, Frank speaking. Конечно, минутку. Я вас соединю… This is Peter Jackson calling, is Bob in? I’m afraid he’s out at the moment. Can I take a message? Yes. Could you ask him to call me at 212 456-8965. I need to talk to him about the Nuevo line. It’s urgent. Это Питер Джексон. Боб на месте? Could you repeat the number please? Yes, that’s 212 456-8965, and this is Peter Jackson. Thank you Mr Jackson, I’ll make sure Bob gets this asap (as soon as possible). Повторите номер, пожалуйста. Thanks, bye. Bye. Благодарю вас, до свидания. До свидания. Frank: Peter: Frank: Peter: Frank: Peter: Frank: Peter: Frank: 19 Офис Боба Питерсона, говорит Фрэнк. Боюсь, что его нет сейчас. Передать сообщение? Да. Могли бы вы попросить его перезвонить мне на номер 212 4568965? Мне нужно поговорить с ним о линии Нуэво. Это срочно. 212 456-8965 и это Питер Джексон. Благодарю вас, мистер Джексон. Я позабочусь, чтобы Боб получил это немедленно. Step 1. Role-play the dialogue using the cards below. Caller 1 Caller 1 Hello, Frank and Brothers. How can I help you? Caller 2 Caller 1 Certainly, hold on a minute, I’ll put you through… Caller 2 Caller 1 This is Peter Jackson calling, is Bob in? Caller 2 Caller 1 Yes. Could you ask him to call me at 212 456-8965. I need to talk to him about the Nuevo line. It’s urgent. Caller 2 Caller 1 Yes, that’s 212 456-8965, and this is Peter Jackson. Caller 2 Caller 1 Thanks, bye. Caller 2 Caller 2 Caller 1 Caller 2 Caller 1 Caller 2 Caller 1 Caller 2 Caller 1 Caller 2 Caller 1 Caller 2 Caller 1 Caller 2 This is Peter Jackson. Can I have extension 342? Bob Peterson’s office. Frank speaking. I’m afraid he’s out at the moment. Can I take a message? Could you repeat the number please? Thank you Mr Jackson, I’ll make sure Bob gets this asap (as soon as possible). Bye. Step 2. Translate the following into English and role-play the conversation. Caller 1 Caller 1 Алё, это фирма «Фрэнк энд Бразерс». Чем могу помочь? Caller 2 Caller 1 Конечно, минутку. Я вас соединю… Caller 2 Caller 1 Это Питер Джексон. Боб на месте? Caller 2 Caller 1 Да. Могли бы вы попросить его перезвонить мне на номер 212 456-8965? Мне нужно поговорить с ним о линии Нуэво. Это срочно. Caller 2 Caller 1 212 456-8965 и это Питер Джексон. 20 Caller 2 Caller 1 Caller 2 Благодарю вас, до свидания. Caller 2 Caller 1 Caller 2 Caller 1 Caller 2 Caller 1 Caller 2 Caller 1 Caller 2 Caller 1 Caller 2 Caller 1 Caller 2 Это Питер Джексон. Соедините, пожалуйста, с номером 342. Офис Боба Питерсона, говорит Фрэнк. Боюсь, что его нет сейчас. Передать сообщение? Повторите номер, пожалуйста. Благодарю вас, мистер Джексон. Я позабочусь, чтобы Боб получил это немедленно. До свидания. 5. Study the phone conversation. Putting Someone Through Receptionist: Jonson Wine Importers. Good Morning. How can I help you? Caller: Could I speak to Mr Rowling, please? Receptionist: Who’s calling please? Caller: This is Jack Brown from Lookout Vineyards. Receptionist: Sorry, I didn’t get your name. Caller: Jack Brown. That’s B- R- O- W- N. Receptionist: Thank you. And where are you calling from? Caller: Lookout Vineyards. Receptionist: OK Mr Brown. I’ll try and put you through. Caller: Thank you. Receptionist: You’re welcome. 21 Now translate the following into English and role-play the dialogue. Caller 1 Caller 1 Джонсон Уайн Импортерс. Доброе утро. Caller 2 Caller 1 Представьтесь, пожалуйста. Caller 2 Caller 1 Извините, я не расслышал Вашего имени. Caller 2 Caller 1 Спасибо. А откуда вы звоните? Caller 2 Caller 1 Хорошо г-н Браун, я попытаюсь Вас соединить. Caller 2 Caller 1 Обращайтесь еще. Caller 2 Caller 1 Caller 2 Caller 1 Caller 2 Caller 1 Caller 2 Caller 1 Caller 2 Caller 1 Caller 2 Caller 1 Я могу поговорить с г-н Роулингом? Это Джек Браун из Лукаут Вайнярдз. Джек Браун. Б-Р-А-У-Н. Лукаут Вайнярдз. Спасибо. 6. Study the dialogue, translate it and answer the questions below. Ms Anderson (Jewels and Things sales representative): ring ring ... ring ring ... ring... Secretary: Hello, Diamonds Galore, this is Maria speaking. How may I be of help to you today? Ms Anderson: Yes, this is Ms Janice Roberts calling. May I speak to Mr Franks, please? Secretary: I’m afraid Mr Franks is out of the office at the moment. Would you like me to take a message? Ms Anderson: Uhm... actually, this call is rather urgent. We spoke yesterday about a delivery problem that Mr Franks mentioned. Did he leave any information with you? Secretary: As a matter of fact, he did. He said that a representative from your company might be calling. He also asked me to ask you a few questions. 22 Ms Anderson: Great, I’d love to see this problem resolved as quickly as possible. Secretary: Well, we still haven’t received the shipment of earrings that was supposed to arrive last Tuesday. Ms Anderson: Yes, I’m terribly sorry about that. In the meantime, I’ve spoken with our delivery department and they assured me that the earrings will be delivered by tomorrow morning. Secretary: Excellent, I’m sure Mr Franks will be pleased to hear that. Ms Anderson: Yes, the shipment was delayed from France. We weren’t able to send along your shipment until this morning. Secretary: I see. Mr Franks also wanted to schedule a meeting with you later this week. Ms Anderson: Certainly, what is he doing on Thursday afternoon? Secretary: I’m afraid he’s meeting with some clients out of town. How about Thursday morning? Ms Anderson: Unfortunately, I’m seeing someone else on Thursday morning. Is he doing anything on Friday morning? Secretary: No, it looks like he’s free then. Ms Anderson: Great, should I come by at 9? Secretary: Well, he usually holds a staff meeting at nine. It only lasts a half an hour or so. How about 10? Ms Anderson: Yes, 10 would be great. Secretary: OK, I’ll schedule that. Ms Anderson at 10, Friday Morning... Is there anything else I can help you with? Ms Anderson: No, I think that’s everything. Thank you for your help... Goodbye. Secretary: Goodbye. Notes: How may I be of help – This is a formal phrase used to show politeness. It means ‘Can I help you?’ as a matter of fact – на самом деле delivery – поставка, доставка delivery department – отдел доставки to mention – упоминать to resolve – решать (проблему) shipment - груз, партия товара to assure – уверять, убеждать to delay – задерживать to look like – казаться 23 unfortunately – к несчастью to schedule a meeting – назначить встречу to hold a staff meeting – проводить «оперативку», сбор сотрудников to last – длиться 1. 2. 3. 4. 5. 6. 7. 8. Is Mr Franks available? What information did Mr Franks leave for Ms Anderson? What problems are there between the partners? Is there a solution to the problem? What is it? What are Mr Franks’ plans for Thursday afternoon? Does Thursday morning meeting suit Ms Anderson? Why? Mr Franks and Ms Anderson are meeting at 9, aren’t they? How long does a staff meeting last? 7. Rewrite the following conversation to make it sound more polite. Galaxy Computers: Galaxy Computers. What do you want? ________________________________ Michael Jones: I want to speak to Harris. ________________________________ Galaxy Computers: Who are you? _______________________________ Michael Jones: Jones. ABS Industries. _______________________________ Galaxy Computers: Who? What’s your name again? _________________________________ Michael Jones: Michael Jones. Galaxy Computers: He’s speaking with someone on his line. Want to wait? _________________________________ Michael Jones: No. Tell him I called, right? ___________________________________ Galaxy Computers: No problem. Bye. ____________________________________ 24 8. Complete the conversation using the words and phrases in the box. bad line call me Can I take a message? dialled the wrong number hold Could I speak to put me through you’re through this is engaged Receptionist Sales Department. Can I help you? Oh! I must have (a)______________________. Caller Can you (b)______________ to Customer Service, please? I’m sorry, it’s a (c) ________________. Did you say Customer Receptionist Caller Service? Yes, that’s right. Just one moment. I’m sorry, but the line is (d) ________________. Receptionist Caller Do you want to (e) ___________________? All right. Receptionist (f) __________________________ now. Hello. (g) _______________________________ the department Caller manager, please? I’m afraid he’s not in the office this morning. Receptionist (h)___________________________? Yes, please. (i) ___________________________________ George Caller Smith. Could you ask him to (j) _____________________ ? Receptionist Yes, of course. Goodbye. Caller Bye. 25 Now translate the following into English and role-play the dialogue. Student A (Receptionist) Receptionist Отдел продаж. Чем могу помочь? Caller Receptionist Извините, плохая связь. Вы сказали: «служба поддержки потребителей»? Caller Receptionist Минуточку. Извините, но линия сейчас занята. Вы подождете, пока линия освободится? (= Вы хотите подождать?) Caller Receptionist Соединяю. Caller Receptionist (Боюсь) его нет в офисе сегодня утром. Мне передать ему сообщение? Caller Receptionist Да, конечно. До свидания. Caller Student B (Caller) Receptionist Caller Ой! Я, должно быть, ошибся номером. Не могли бы Вы соединить меня со службой поддержки потребителей? Receptionist Caller Да, все верно. Receptionist Caller Хорошо. Receptionist Caller Здравствуйте. Могу я поговорить с менеджером отдела? Receptionist Caller Да, пожалуйста. Это Джордж Смит. Не могли бы вы попросить его перезвонить мне? Receptionist Caller До свидания. 9. Study the dialogues. Taking a Message #1 Receptionist: Janson Wine Importers. Good Morning. How can I help you? Caller: Could I speak to Mr Adams, please? Receptionist: Who’s calling please? Caller: This is Anna Beare. Receptionist: Sorry, I didn’t catch your name. Caller: Anna Beare. That’s B- E- A- R- E. Receptionist: Thank you. And where are you calling from? 26 Caller: Sun Soaked Vineyards. Receptionist: OK Ms Beare. I’ll try and put you through. … I’m sorry but the line’s busy. Would you like to hold? Caller: Could I leave a message? Receptionist: Certainly. Caller: Could you tell Mr Adams that our shipment will be postponed and that the 200 cases ordered should arrive next Monday. Receptionist: Shipment delayed … arriving next Monday. Caller: Yes, and could you ask him to call me back when the shipment arrives? Receptionist: Certainly. Could you give me your number please? Caller: Yes, it’s 503-589-9087. Receptionist: OK… I’ll tell Mr Adams that you called as soon as he’s available. Caller: Thanks for your help. Goodbye. Receptionist: Goodbye. Taking a Message #2 Caller 1: Hello, how can I help you? Caller 2: Hello. May I speak to John Bird? Caller 1: I’m afraid he’s not in at the moment. Caller 2: Oh dear! It’s an urgent order - we need five hydraulic pumps by 22 June. Could you take a message? Caller 1: Sure, just a moment let me get a pencil... OK. Could you tell me your name, please? Caller 2: Yes, sorry. It’s Elena Moretti from Stern Hydraulics in Switzerland. Caller 1: Right, I’ll take down the details and get John to contact you. Did you say five units? Caller 2: Yes, the reference is SG 94321. Caller 1: SG 94321-five units. Caller 2: Yes, that’s right. But the important thing is the delivery date - 22 June. Caller 1: I don’t think that will be a problem. Caller 2: Good, it’s for a new customer. Caller 1: I see. Right, when John comes in, I’ll tell him immediately. Could you confirm the order by e-mail? Caller 2: Yes, of course. Caller 1: Is there anything else? Caller 2: I’ll leave my telephone number just in case he doesn’t have it. My cell phone number is 439 908 7754. Caller 1: OK. That’s 439 808 7754. Caller 2: No, it’s 439 908 7754. Caller 1: Ah, sorry. Caller 2: No problem. Thanks for your help. Good bye. Caller 1: Good bye. 27 Now translate the following into English and role-play the situation. Student A (Receptionist) Receptionist Доброе утро. Компания Бритиш Петролеум. Чем могу вам помочь? Caller Receptionist Говорите громче. Вас плохо слышно. Caller Receptionist А кто это звонит? Представьтесь, пожалуйста. Caller Receptionist А откуда вы звоните? Caller Receptionist Хорошо, г-н Иванов. По какому вопросу вы звоните? Caller Receptionist Минуточку, соединяю… К сожалению линия отдела занята. Вы будете ждать? Caller Receptionist г-н Брауна сейчас нет. Передать ему сообщение? Caller Receptionist Секундочку, я возьму ручку… Диктуйте. Caller Receptionist Итак, 123789. Caller Receptionist Ой, извините. Caller Receptionist Что-нибудь еще? Caller Receptionist До свидания. Student B (Caller) Receptionist Caller Receptionist Caller Receptionist Caller Receptionist Caller Receptionist Caller Receptionist Caller Здравствуйте. Соедините с отделом доставки. Отдел доставки, пожалуйста. Это Федор Иванов. Компания Башнефть. Россия. Это насчет моего заказа. А могу я поговорить тогда с менеджером по продажам – г-н Брауном? Receptionist 28 Да, пожалуйста. Скажите, чтобы он мне перезвонил. Я оставлю свой номер телефона, на случай если его у г-на Брауна нет. Caller Receptionist Caller Receptionist Caller Receptionist Caller Receptionist Caller Receptionist Мой сотовый номер - 123456. Нет, 123456. Все в порядке. Нет, спасибо. Всего хорошего. 10. A few common expressions are enough for most telephone conversations. Practise these telephone expressions by completing the following dialogue using the words listed below. Switchboard: Continental Equipment. Can I help you? You: Could I ________ __________Mr Wilson, please? Switchboard: Putting you__________. Secretary: Hello, Mr Wilson’s secretary.__________ I help you? You: ________, can you hear me? It’s a ________line. Could you ________ up, please? Secretary: IS THAT BETTER? Who’s __________, please? You: This is Bob Brown from TST Systems. Secretary: Oh, hello. How nice to hear from you again. We haven’t seen you for ages. How are you? You: Fine, thanks. Could you ________me ________to Mr Wilson, please? Secretary: ________the line a moment. I’ll see if he’s in. I’m so sorry, I’m afraid he isn’t in the ________at the________. Could you give me your________, and I’ll ask him to ________you________? You: I’m________495 3840. That’s London. Secretary: Would you like to leave any _______for him? You: No, thanks. Just tell him I________. Secretary: Certainly. Nice to hear from you again. You: I’ll expect him to________ me this afternoon, then. Thanks. Secretary: You’re welcome. _______________ . number office rang speak to call back hello speak hold message ring speaking moment 29 bad good bye can on put through through 11. Put the sentences below in the correct order. Some numbers have already been given to help you follow the line of the conversation. Role-play the situation. 9 I’m afraid there’s no answer. Would you like to leave a message? OK. It’s Wright, spelt W-R-I-G-H-T. And the first name’s Adel. That’s A-D-E-L. OK, Miss Wright. Compact Systems. Good morning. Good morning. Could I speak to Hillary Green? 11 If you give me your name, I’ll tell her you’re going to call. Thank you. One moment, please. I’m putting you through now. No, thank you. I’ll ring back later. What time do you think she’ll be in her office? OK. I’ll call back after 2, then. Thank you. It’s Mrs Wright, actually. Goodbye. OK, Mrs Wright. Who’s calling, please? The secretarial job advertised in last night’s paper. 16 So, what time should I call back? Thank you. 5 Thank you. And what’s it in connection with? My name is Adel Wright. Goodbye. She’ll definitely be in after lunch, at 2. 30 MAKING APPOINTMENTS 1. Answer the questions. 1. Who do you make appointments with? 2. What things do you have to arrange when you make an appointment? 3. Do you often have to cancel or postpone your appointments? 4. Have you ever missed an appointment without having informed your partner? If yes, why? 5. What is the worst appointment you’ve ever had? 2. Study the key vocabulary for making arrangements. I’m calling to fix (arrange / agree) another time. Я звоню, чтобы назначить (условиться / согласовать) другое время I’m afraid that… / I’m sorry but Bob and Anna are tied up (are busy / are unavailable / can’t manage) this week. Сожалею, Боб и Анна заняты (заняты / не могут) на этой неделе. Do you mind if we postpone it (move it back / put it back) to next week? Не возражаете, если мы отложим это (перенесем / отложим) на следующую неделю? I’d like to bring our appointment forward to an early date. Я бы хотел перенести нашу встречу пораньше / на ближайшее время. Which day are you thinking of (do you have in mind / do you want)? Какой день Вы предлагаете? Does Wednesday sound good (suit you / look ok)? Вам подходит среда? How about (are you free on / can you make / Could I suggest / What about / Perhaps) Thursday? Как насчет четверга (вы свободны / вас устроит)? Which would be best (convenient / OK) for you? Какой день Вам удобен? We can make it (are free / are available) after lunch. Мы можем сделать это (свободны / доступны) после обеда. No, sorry, I can’t make it then. My diary’s rather full that day/week. Sorry, I’ve already got an appointment at that time. Извините, я не могу. Мое расписание полностью занято на этот день / неделю. Извините, у меня уже назначена встреча на это время. 31 That sounds fine / great / good. / That’ll be fine. / That’s OK. Отлично. The appointment is / So that’s / We can confirm Thursday at two o’clock. Итак, мы встречаемся в четверг в 14.00. 3. Lisa Watson wants to make an appointment to see Martin Lennon. Complete Martin’s half of the dialogue with sentences a) to h). Lisa Hello, is that Martin? Martin (1) Lisa Hello, Martin. This is Lisa. Martin (2) Lisa I’d like to make an appointment to see you next week. Martin (3) Lisa How about Wednesday? Martin (4) Lisa No, I’m afraid I’m busy that day. Martin (5) Lisa Yes, that’s fine. What suits you better – morning or afternoon? Martin (6) Lisa How about 2.30p.m.? Martin (7) Lisa OK. See you next Friday at half past two, then. Martin (8) Martin’s words: a) What about Friday? b) After lunch is more convenient. c) Of course. What day suits you? d) Yes, speaking. e) Hi, Lisa. What can I do for you? f) Great. I look forward to it. g) Yes, that’s fine. h) No, I’m afraid I’ll be attending a sales conference. Is Thursday convenient? 32 4. Three people telephone the company Lawson and Fowles to change their appointments. They bring forward, postpone or cancel their appointments. Read their conversations and say who brings forward, postpones or cancels their appointments. 1. A: Lawson and Fowles. Good morning. В: Good morning. This is Andrew Sands. I’ve got an appointment with you on Thursday at half past four. A: Yes, Mr Sands. B: Well, unfortunately I've now got an important meeting in London that afternoon. Could I change my appointment to Wednesday morning? A: Well, I’m afraid the morning’s completely full up. How about Wednesday afternoon, at the same time - at four-thirty, I mean? B: Yes, that’s fine. OK, Wednesday at half past four, then. 2. A: Lawson and Fowles. Good morning. B: Good morning. This is Mr Watson of EGC. I’m afraid I have a problem with my appointment next week – I’m away all week. A: Okay. Sorry did you say Mr Watson or Mr Whiteson? B: Mr Watson. W-A-T-S-O-N. A: Fine, so you’re cancelling your appointment on Wednesday at 12 midday, then. Would you like to make another appointment now? В: No. I haven’t got my diary here. I’ll call next week. A: OK, Mr Watson. Thank you. Goodbye. 3. A: Lawson and Fowles. Good morning. B: Hello. This is Sarah Roach of Technos. I’m sorry to bother you, but it’s about my appointment - the one on Thursday. A: Yes, Mrs Roach. В: Could I postpone it until later in the day? I have to collect my car from the garage? A: We’ve got a free slot at half past four now. Is that convenient for you? B: That’s perfect. Four-thirty on Thursday. Thank you very much. Goodbye. A: Goodbye, Mrs Roach. 5. It’s time for the role-play activity. Work in pairs. Student A calls to postpone, bring forward or cancel an appointment. Student В is a secretary and answers a phone call. 6. Below is a schedule for your week in London. Before you leave for London you receive some telephone calls from people you are going to visit. They want to change their appointments. You would prefer not to meet them on the day they 33 want, suggest a different time on the original day. Role-play the dialogue and complete your new schedule. Your partner will play the roles of all callers. Student A (you) Your new schedule Your original schedule Monday, 12 November Morning: arrive London airport 8.30 a.m. Afternoon 3 p.m.: meet Tim Brown (agent) at hotel Tuesday, 13 November Morning 10 a.m.: Mr White Afternoon: Wednesday, 14 November Morning: Afternoon 2 p.m.: Lund & Lund Associates (Mr Lund) Thursday, 15 November Morning: Afternoon 3 p.m.: Ann Kinn+colleagues (B.I.G. Distribution) Friday, 16 November Morning 11 a.m.: Harry Thompson Afternoon: Flight 390, depart London 6 p.m. Student B (caller) Caller Tim Brown Mr White Mr Lund Mrs Kinn Harry Thompson wants to meet you on (day, time) 13 November, 10 a.m. 14 November, 2 p.m. 15 November, 3 p.m. 16 November, 11 a.m. 15 November, 3 p.m. 34 7. Role-play the following telephone situations. 1. One of you is a company employee who has arranged to meet a colleague (your partner) from one of your subsidiaries. Explain that you cannot keep the appointment, and give a reason. Suggest an alternative time. 2. Student A: You want to speak to Ms Braun about your account with her company, W&W. If Ms Braun isn’t in the office, leave the following information: - Your name; - Telephone number: 347-8910 (or use your own); - Calling about changing conditions of your contract with W&W; - You can be reached until 5 o’clock at the above number. If Ms Braun calls after 5 o’clock, she should call 458-2416. Student B: You are a receptionist at W&W. Student A would like to speak to Ms Braun, but she is out of the office. Take a message and make sure you get the following information: - Name and telephone number - ask student A to spell the surname; - Message student A would like to leave for Ms Braun; - How late Ms Braun can call student A at the given telephone number. 3. Write travel details (name, company name, date of arrival) of any three representatives who are arriving at your company. Student A: your boss has given you the list of key participants for your company’s annual international sales conference and has asked you to check if they are coming. Ring the company and: - request your correspondent; - identify yourself; - explain the purpose of your call; - thank your correspondent for the information; - end the call. Student B: you work in the Scottish office of АВТ. In this activity you will need to play two roles: the switchboard of ABT and the PA/Secretary. In the activity you need to carry out the following steps: - answer the phone and identify your company; - find out the caller’s identity; - connect the caller; - identify yourself (as PA/Secretary); 35 - give the relevant information (as PA/Secretary); - end the call (as PA/Secretary). 4. Student A: you are phoning Bank Direct about a money transfer you’re expecting from the USA. You want to speak to Sharon Elliot, your personal banker, to find out what is happening. Student B starts the conversation. Student B: you are the telephonist at Bank Direct. Sharon Elliot is on the other line at the moment. You start the conversation. Student A Student B answer the phone ask to speak to Sharon Elliot explain that Sharon Elliot is on the other line; ask if the caller wants to hold or if Sharon Elliot should call back ask if she can call back ask what it’s about explain what it’s about ask for the caller’s number give your number and say when you’ll be there say ‘thank you’ and end the conversation say ‘good-bye’ 36 8. You are the manager of a rapidly growing company. When you returned to the office after a recent conference, eight messages had been left for you. Which should you return first? Put the calls in order of importance. Role-play your three most important phone calls from ex. 8 with your partner. 37 LEAVING VOICEMAIL MESSAGES Sometimes, there may not be anyone to answer the telephone and you will need to leave a message. Follow this outline to make sure that the person who should receive your message has all the information he/she needs. Introduction (Представление) Hello, this is Nick. / Hello, My name is Nick Black (more formal). Алё, это Ник. / Алё, мое имя – Ник Блэк (более официально). State the time of day and your reason for calling (Время и причина звонка) It’s ten in the morning. I’m phoning (calling, ringing) to find out if ... / to see if ... / to let you know that ... / to tell you that ... Сейчас десять утра. Я звоню, чтобы выяснить …/ сообщить тебе, что … / сказать тебе, что … Make a request (Просьба) Could you call (ring, telephone) me back? / Would you mind ... ? Могли бы вы перезвонить мне? Leave your telephone number (Оставить свой номер) My number is .... / You can reach me at .... / Call me at ... Мой номер… Finish (Прощание) Thanks a lot, bye. / I’ll talk to you later, bye. Благодарю вас, до свидания. / Я перезвоню вам позже, до свидания. Here are examples of voicemail messages 1. Telephone: (Ring... Ring... Ring...) Hello, this is Tom. I’m afraid I’m not in at the moment. Please leave a message after the beep..... (beep) Ken: Hello Tom, this is Ken. It’s about noon and I’m calling to see if you would like to go to the Mets game on Friday. Could you call me back? You can reach me at 367-8925 until five this afternoon. I’ll talk to you later, bye. 2. I’m sorry I can’t take your call at the moment. Please leave your message after the tone and I’ll get back to you as soon as I can. Hello, Margaret, it’s Dagmar here. I’d like to come to Poznan next week to see you and Alex. There are some things we need to discuss relating to the arrangements for the conference. Any day next week except Friday would suit me. Could you check with Alex and get back to me? I think we’ll need about three hours. Look forward to hearing from you. 9. Now practise leaving your own voicemail messages. You can make return messages to callers in ex.8. 38 GOING ON A BUSINESS TRIP BY AIR ‘I travel not to go anywhere, but to go. I travel for travel’s sake. The great affair is to move.’ Robert Louis Stevenson (1850 – 1894), Scottish novelist, poet Discuss the questions below. 1. How often and where do you travel? 2. What way of travelling do you prefer? Why? 3. What do you enjoy about travelling? What don’t you enjoy? 4. What is the best/worst travel you have ever had? 5. If you could go anywhere in the world for a holiday, where would you go? Why? 6. Do you like going on business trips? Why? BUYING AIR TICKETS ‘Both optimists and pessimists contribute to our society. The optimist invents the airplane and the pessimist the parachute.’ Author Unknown 1. Remember the following words and expressions. 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. 16. 17. 18. to travel by air – путешествовать самолётом adult’s fare – стоимость проезда для взрослого (взрослый тариф) child’s fare – стоимость проезда для ребенка (детский тариф) a single ticket (BE) / a one-way ticket (AmE)– билет в один конец a return ticket (BE) / a round trip ticket (AmE)– билет туда и обратно an open return ticket / a fixed return date ticket – обратный билет с открытой / фиксированной датой a flight to (London) - рейс до (Лондона) a direct / non-stop flight – беспересадочный рейс transfer flight / connecting flight – рейс с пересадкой to make a stop-over – сделать пересадку destination – место назначения domestic flight – внутренний рейс international flight – международный рейс first / business / economy (class) seat – место в первом /бизнес /эконом классе non-smoking / smoking section - места для некурящих / курящих window / middle / aisle seat – место у окна / в середине / у прохода to cancel / to confirm a reservation - отменить / подтвердить резервирование билета confirmation number – код брони 39 19. 20. 21. 22. 23. 24. 25. 26. 27. 28. 29. 30. 31. to book a ticket – купить (заранее) билет booking office – билетная касса available seats – свободные (имеющиеся в наличии) места Do you have a seating preference? / Where do you prefer to seat? / What seat do you prefer? – Где предпочитаете сидеть? (о месте в самолете) to board (a train, a plane, a ship) – сесть (на поезд, самолет, корабль) departure / arrival time – время вылета / прилета check-in – регистрация (на рейс в аэропорту) take-off – вылет самолета to keep on schedule – идти по расписанию (о транспорте) to be behind schedule – опаздывать (о транспорте) London via New York – в Лондон через Нью-Йорк What time is the flight due to depart? - Какое время отправления самолета? The flight is cancelled / delayed. – Рейс отменен / задерживается. 2. Study the dialogue, then cover the English variant and practise translating it from Russian into English. — Доброе утро. Чем я могу быть Вам полезен? — Я собираюсь лететь в Лондон. Есть ли у Вас свободные места на среду на следующей неделе? — Вы летите один? — Да. — Каким классом? — Эконом. — Одну минуту, сэр ... я проверю ... да ... несколько мест осталось. — Отлично. — Назовите, пожалуйста, свою фамилию. - Ivan Petrov. — Иван Петров. - As a rule, we sell Russian citizens — Как правило, мы продаем return tickets. You can buy an гражданам России билеты в оба open return. конца. На обратный рейс Вы можете купить билет с открытой датой. - O.K. How much is it? — Хорошо. Сколько это будет стоить? - It’s £ 405, including airport taxes. — 405 фунтов, включая сборы в аэропорту. - Can I pay in cash? — Можно заплатить наличными? - Good morning. What can I do for you? - I want to fly to London. Are there any seats available on Wednesday next week? - Are you flying alone, sir? - Yes. - What class? - Economy. - Just a moment, sir... I’ll check... yeah ... there are a few seats left. - Fine. - What’s your name, sir? 40 - Certainly, sir. Here you are. Flight — Конечно, сэр. Вот Ваши билеты. PS50L. Рейс номер PS50L. - What time is the flight due to depart? — Какое время отправления самолета? - It leaves at 8.55 a.m., but you must — 8:55 утра. Но Вы должны check in one hour prior to зарегистрироваться в аэропорту за час departure, sir. до отправления. - And what time does it arrive in — А когда самолет прибывает в London? Лондон? - 10.30 local time. There’s two hours — В 10:30 по местному времени. Вы time difference, you know. наверное знаете, что разница во времени два часа. - Thank you very much. — Большое спасибо. 3. Read the dialogue and fill in the missing sentences. a) b) c) d) e) f) How long are they staying? Are there any seats available? When will the tickets come? When do they plan to leave? What are the options? Are there any British Airways flights about that time? Susan. Grand Tour Agency. Susan Sharp speaking. Hans. Hello, Susan. This is Hans Bradly. I need to send two of our sales managers to Rome next week. __________________________________? Susan. OK.____________________________________? Hans. Monday October 14th . Susan. And if you want to book a return flight I must ask you: _______________? Hans. Four days. They would like to come back on the night of the 17th. _________________________________? Susan. Let me have a look. There is a flight at 8.50 p.m. with British Airways. Hans. _______________________________? Susan. Fortunately, there are. I’ve just called it up on the screen. Shall I reserve you two right now? Hans. Yes, please. And make it Business Class, OK? _________________? Susan. In three or four days. I’ll send them to you as soon as they arrive. 4. Study the dialogue below and answer the questions that follow it. Part A Agent: All Canada Airlines. Can I help you? Jack: Yes. I need a flight from Vancouver to Phoenix on Friday. Do you have any seats? 41 Agent: Let me see. Yes, I have one on the 5:30 flight. Jack: Five thirty! What’s the check-in time? Agent: One hour Economy. Thirty minutes Business Class. Will you take that? Jack: No. I won’t get to the airport in time. When will the next flight leave? Agent: There won’t be another direct flight on Friday. There’ll be one on Saturday at the same time. Jack: Fine. I’ll take it. Agent: Just let me check. Oh, I’m sorry, that flight’s full. Part B Jack: OK, forget direct flights. Can I transfer through another airport? Agent: Yes… you can go via Denver. That flight won’t leave Vancouver until six fifty-five. Jack: When’s the last check-in for Economy Class? Agent: Six o’clock will be OK. Jack: When will it get to Denver? Agent: Nine twenty Mountain Time. It’s an hour ahead of Vancouver. Jack: And when will the Phoenix flight leave? Agent: Five after ten. But don’t worry, you’ll make it. Jack: So, what time will I get to Phoenix? Agent: By the time you get to Phoenix, it’ll be ten after midnight. Do you want to take the flight? Jack: OK… Sure, that’s fine. Notes: Phoenix is the state capital of Arizona, the USA Mountain Time is the standard time in a zone including parts of Canada and the US in or near the Rocky Mountains Questions to part A 1. Are there any seats available on the 5:30 flight on Friday? 2. There are two direct flights from Vancouver to Phoenix on Friday, aren’t there? 3. How many seats are left on a Saturday direct flight? Questions to part B 1. When will the flight leave Vancouver? 2. What will the last check-in time be? 3. Where will it stop? 4. What time will it arrive in Denver? 5. When will the next flight for Phoenix leave? 6. What time will it arrive in Phoenix? 42 5. Put the sentences below in the correct order to make a dialogue. Business. A window seat, please. Is there a flight on Wednesday evening? Fine. Would you check in one hour before departure, please? Here is your ticket, have a good flight! Yes, sure. Yes sir. When would you like to travel? Good morning! I want to book a flight from London to Paris. Thank you very much. Goodbye! Yes, that’s fine! And what class do you prefer – business or economy? Well, there is a flight leaving at half past eight next Wednesday, is it all right for you? Could you wait a minute while I check availability? Good morning! Can I help you? 6. You are in London and you want to buy a ticket for Rome. Complete the dialogue. Travel agent: You: Travel agent: You: Travel agent: You: Good afternoon. Can I help you? (Поздоровайтесь. Спросите, можно ли купить один билет до Рима на среду, 9 декабря.) ……………………………………………………………………………… ……………………………………………………………………………… ……………………………………………………………………………… Let me see… I am very sorry, sir. There are no seats left for Rome on Wednesday. (Спросите, остались ли билеты на тот же рейс на пятницу.) ……………………………………………………………………………… …………………………………………………………………….……… Just a minute, sir… Yes. There are some seats left for Friday. (Скажите, что пятница вас устраивает. Спросите, сколько стоит билет и включены ли в стоимость билета сборы в аэропорту.) ……………………………………………………………………………… ……………………………………………………………………………… …………………………………………………………………….……… 43 Travel agent: You: Travel agent: You: It’s 165 pounds, sir, including airport taxes. Here you are. (Узнайте у агента номер рейса, спросите, когда прибывает в Рим.) ……………………………………………………………………………… ……………………………………………………………………………… Your flight is BA123. Arrival in Rome is at 3.45 p.m. (Поблагодарите агента.) ……………………………………………………………………………… 7. Study the following conversation. A: I’d like to book a direct flight from Miami to Chicago on the 28th of August, please. B: Business or economy class, single or return? A: Return ticket, economy class, please. B: I’m sorry but there are no direct flights available, you’ll have to make a stop-over in New York. Departure from Miami at 7.35 a.m., arrival in New York 9.45 a.m., connecting flight to Chicago at 11.05 a.m., arrival in Chicago 12.30 p.m. A: OK. I’ll take that flight then. Could you reserve an aisle seat, please? B: I’ll give you seat number 17c. Your confirmation number is TG01K8 and your tickets will be available at the airline information desk. Check-in will be 2 hours before take-off. A: Thanks. B: You’re welcome, goodbye. Now translate the following into English and role-play the dialogue. Traveller Travel agent Traveller Travel agent Traveller Travel agent Traveller Travel agent Student 1 (Traveller) Я бы хотел забронировать билет на прямой рейс из Майами в Чикаго на 28 августа. В оба конца, эконом-класс, пожалуйста. Хорошо. Полечу этим рейсом. Можно забронировать место у прохода? Спасибо. 44 Student 2 (Travel agent) Traveller Travel agent Traveller Travel agent Traveller Travel agent Traveller Travel agent Бизнес или эконом-класс? В один или в оба конца? Извините, не прямых рейсов нет. Вам придется сделать пересадку в Нью-Йорке. Вылет из Майами в 7.35 утра, прибытие в Нью-Йорке в 9.45, пересадка на рейс в Чикаго в 11.05, прибытие в Чикаго в 12.30. У вас будет место 17с. Номер вашей брони - TG01K8. Ваши билеты будут в аэропорту на информационной стойке. Регистрация начинается за 2 часа до вылета. Обращайтесь. До свидания. 8. Read the dialogue and fill in the missing words. ticket arrival flight departure boarding time check-in time reservation At Air Line Travel Office: - Good morning sir, how may I help you? - I’d like to make a ___________________for a ________________ to Paris on the 1st of July, please. - Yes, do you want a single or return ticket? - A single _________________ please, but I was wondering whether I could get a really low fare. - I have got a discount ticket for Paris, but, _________________ is June 30 at six in the morning, _________________ in Paris at eight-thirty. - Well, that’s OK, but I was wondering whether I could change the departure date if necessary. - I’m afraid that’s impossible madam and the rate will be 280 €. - Never mind, I’ll take it. - Here is your ticket, _________________ will be at five-thirty, the latest _____________ at five o’clock. Enjoy your stay over there madam. 45 Now translate the following into English and role-play the dialogue. Travel agent Traveller Travel agent Traveller Travel agent Traveller Travel agent Student 1 (Travel agent) Доброе утро. Чем могу помочь? Хорошо. В один или в оба конца? У меня есть один билет со скидкой, но вылет 30 июня в шесть утра. Посадка в Париже в 8:30. Боюсь, это невозможно. Да и стоить это будет 280 евро. Traveller Travel agent Вот ваш билет. Посадка начинается в 5:30. Самое позднее время регистрации – в пять часов. Приятной вам поездки. Student 2 (Traveller) Travel agent Traveller Travel agent Traveller Travel agent Traveller Я бы хотел забронировать билет в Париж на первое июля. В один конец. Не подскажете, а есть дешевые билеты? Хорошо, но могу ли я изменить дату вылета в случае необходимости? Travel agent Traveller Хорошо, я возьму этот билет. Travel agent 9. Study the dialogue below and answer the questions that follow it. Nancy Lee is reserving an airline ticket from Los Angeles to Hong Kong. She has to make a lot of choices. Travel Agent: Good morning. Can I help you? Nancy: Yes, I’d like to reserve a seat for a flight to Hong Kong. Agent: Hong Kong? Would that be a round-trip ticket or one-way? Nancy: Round-trip, please. Agent: And for what date? Nancy: The eighteenth of this month, if possible, Agent: Friday, the eighteenth? What about the return date? Do you have a fixed date in mind, or do you want an open ticket? 46 Nancy: I have to return on the 30th. Fixed. Agent: Non-stop? There are some cheaper flights via Canada, Japan or Korea. Nancy: Definitely non-stop. Agent: What class? Nancy: Economy. I can’t afford the others! Agent: OK. What time of day do you want to depart? Nancy: What’s available? Agent: Well, both Cathay Pacific flights are late departures, 11:45 p.m. and 1:40 a.m., so you could sleep. It’s a fifteen-hour flight. United leaves in the morning at 11:30 a.m. and it’s a daytime flight. Nancy: Mm, I have a United frequent flyer card, but I’ll take the Cathay Pacific 11:45 one. Agent: OK. Now let me check availability. Yes, that’s fine. Do you have a seating preference? Nancy: Window. How much is that going to be? Agent: Two thousand, three hundred and forty-two dollars, please. Now answer the questions using the information from the dialogue above. 1. What ticket does Nancy need? 2. When does Nancy want to leave for Hong Kong? 3. Nancy needs an open ticket, doesn’t she? 4. Nancy needs a first class transfer ticket, doesn’t she? 5. How long does a Cathay Pacific flight take? 6. What kind of flight is United? 7. Nancy takes the United 11:30 because there are no seats available on the Cathay Pacific 11:45, doesn’t she? 8. What is Nancy’s seating preference? 9. How much does Nancy’s ticket cost? 10. Look at the Categories and Options box. Then role-play the conversation using different options. Use ex.9 as a model. Category Flight Options single / one-way or return / round-trip ticket Restrictions fixed return date or open ticket Departure time morning, afternoon, evening Flying time overnight or daytime Stops connecting/transfer flight or non-stop Class first, business or economy Seating preference aisle, middle, window 47 11. Communication activity. Situation 1. Student A. You are a traveller in Vancouver. Student B is a travel agent. You want to get to Ufa on Thursday morning. You can be at the airport only at 12:00 the earliest. Ask for direct flights, if there aren’t any take a transfer flight. Ask about departure / arrival time, check-in time, price, discount. Tell the travel agent your seating preference. Student B. You are a travel agent. Student A is asking you about flights from Vancouver to Ufa. You have this information: UFA: WEDNESDAY Direct flight: Delta, 11:45 No other direct flights Evening: Russian Airlines to Moscow DEPART: Vancouver, 18:15 ARRIVE: Moscow International Airport, 23:30 Transfer to: Taiga Airlines to Ufa DEPART: Moscow International Airport, 5:05 ARRIVE: Ufa, 7:15 (local time) Situation 2. Student A. You are a travel agent. Student B is asking you about flights from Vancouver to Samara. You have this information: TO SAMARA: THURSDAY Direct flight: Samara Airlines, 8:30 No other direct flights Evening: Air Canada to Moscow DEPART: Vancouver, 16:30 ARRIVE: Moscow International Airport, 20:00 Transfer to: Ural Airlines to Samara DEPART: Moscow International Airport, 21:15 ARRIVE: Samara, 23:30 (local time) Student B. 2. You are a traveller in Vancouver. Student A is a travel agent. You want to get to Samara on Thursday night. You can be at the airport only at 9:00 the earliest. Ask 48 for direct flights, if there aren’t any take a transfer flight. Ask about departure / arrival time, check-in time, price, discount. Tell the travel agent your seating preference. 12. Ask your partner these questions: What’s your favorite airline? Why? Do you belong to a frequent flyer programme? Do you collect air miles on a programme? Do you choose an airline because of air miles? Have you ever travelled in business class? Has an airline ever upgraded you to a better seat? Where do you prefer to sit? TELEPHONE TALK: IS THE FLIGHT DELAYED? 13. Study the dialogue below. A: B: A: B: A: B: A: B: A: B: A: InterAir, can I help you? Yes, please. I’d like some information about a flight arriving from Munich. Yes. Do you know what the flight number is? The flight number? I’m not sure. I know it leaves Munich at 17:30. Oh, yes, that’s IA 345. Yes, that’s it. Could you tell me what time it gets in? Yes, the arrival time is 19:10. 19:10. Do you know if there’s any delay? No, the flight is on time. Right, thank you very much. You’re welcome. Goodbye. Look at the prompts below and practice the conversation with your partner. A: InterAir / help? B: Yes, please / like / information / flight / Munich A: Yes / know / flight number? B: The flight number? / not sure / know / leaves Munich / 17:30 A: Yes / IA 345 B: Yes / tell / time / gets in? A: Arrival / 19:10 B: 19:10 / know/delay? A: No / flight / on time B: Right / thank / much 49 AT THE AIRPORT ‘In the space age, man will be able to go around the world in two hours – one hour for flying and one hour to get to the airport.’ Neil McElroy (1904 - 1972), US Secretary of Defense 1. Remember the following words and expressions. 1. departure lounge / arrivals lounge – зал вылета / зал прилета 2. information desk – справочное бюро 3. сheck-in desk – стойка регистрации 4. Excuse me, where is the American Airlines check-in desk? – Извините, где проходит регистрация на рейс Американ Эирлайнз? 5. сarry-on luggage / hand luggage / cabin luggage – ручной багаж 6. oversized / overweight luggage – крупногабаритный/ превышающий допустимый вес багаж 7. You have overweight. – У вашего багажа лишний вес. 8. to pay an excess luggage charge/fee – платить за перевес багажа 9. to charge for excess weight – взимать дополнительную плату за излишний вес 10. to check one’s luggage – сдать вещи в багаж 11. Please mark this bag as ‘fragile’. – Пожалуйста, пометьте эту сумку этикеткой ‘хрупкое’. 12. luggage receipt – багажная квитанция 13. suitcase – чемодан 14. left-luggage office – камера хранения 15. lost property office – бюро находок 16. fellow-passenger – попутчик 17. boarding pass / boarding card – посадочный талон 18. the estimated arrival time – ожидаемое время прилета 19. the estimated time of take off – предполагаемое время вылета 20. Is my flight on time? – Мой рейс отправляется вовремя? 21. Your flight is 20 minutes delayed. – Ваш рейс задерживается на 20 минут. 22. What’s the flying time? – Какая продолжительность полета? 23. The flight hasn’t been announced yet. – Посадка еще не объявлена. 24. Flight … to … is boarding. – Производится посадка на рейс… до … 25. Please proceed to gate number 5. – Пройдите, пожалуйста, на посадку к выходу номер 5. 26. The flight is boarding at gate number 5. – Посадка на этот рейс производится у выхода номер 5. 27. Where is the flight boarding? – Где производится посадка на этот рейс? 28. Fasten your seat belts, please. – Пристегните ремни безопасности. 29. Remain seated (remain in your seats), please. – Оставайтесь на своих местах. 30. Refrain from smoking. – Воздержитесь от курения. 50 31. We are taking off. – Мы производим взлет. 32. We are landing. – Мы идем на посадку. 2. Match the SIGNS you can see at the airport with their Russian equivalents and remember them. SIGN meaning магазин без пошлины бюро находок к себе вход от себя наземный транспорт отправления ворота, выход прибытия регистрация выдача багажа выход курение в аэропорту запрещено обмен валюты таможенный досмотр паспортный контроль лифт ARRIVALS DEPARTURES BAGGAGE CLAIM CHECK-IN CUSTOMS FOREIGN EXCHANGE GATE GROUND TRANSPORTATION LOST & FOUND PASSPORT CONTROL SMOKE-FREE AIRPORT EXIT ENTRANCE ELEVATOR PUSH PULL DUTY-FREE SHOP 51 3. Look at this diagram indicating basic airport procedure and layout. Arrivals Departure lounge Immigration Immigration Baggage claim Airside Landside Airside Landside Security Customs Check-in Arrivals lounge Departures 1. What happens at each point? 2. What other facilities and services do you find in an airport? 52 4. Read the leaflet ‘Mackenzie Airport Welcomes First-Time Fliers’. It describes the procedure for passengers at an airport. Fill in the gaps with words or phrases from the list below. Paragraphs 1 and 2 boarding pass check-in desks conveyor belt economy excess luggage hand luggage terminal building trolleys Paragraph 3 Paragraph 4 Paragraph 5 departure lounge duly-free immigration officer passport control security check announcement boarding departure gate departures board flight attendant baggage conveyor belt customs escalators green channel immigration control import duty Mackenzie Airport Welcomes First-Time Fliers! Welcome to Mackenzie Airport, designed to get your journey off to the right start. Whether you’re flying first class, business class, or (1)_______________ class, we aim to give you efficiency and comfort. For first-time flyers, we‘ve prepared this leaflet to help you on your way. When you arrive at the (2)________________ you’ll find plenty of (3)______________for your luggage. Once inside the spacious departure lounge there are over fifty (4)________________ where your ticket will be checked and you’ll be given a (5)_______________. Your luggage will be weighed and put on a (6)_______________ which takes it to the plane. Please note there is a weight limit and any (7)_____________ will have to be paid for. You can keep one small bag with you and take it onto the plane as (8)__________________. You should then go through a (9)______________ to make sure you are not carrying any dangerous or illegal items and (10)_______________, where an (11)______________ will look at your passport. Now you’ll find yourself in the comfort of our modern air-conditioned (12)________________. While you’re waiting for your flight to be called, why buy some cheap (13)______________ goods - alcoholic drinks, perfume, electrical goods, or souvenirs? Soon you’ll hear an (14)______________ or see (15)_______________ that your flight is (16)______________. It will also tell you which (17)_____________ to go to. Here you’ll be helped by a ground steward and on the plane a (18)__________ will direct you to your seat. Bon voyage! On your return to Mackenzie Airport we try to offer the same efficient service. After you’ve passed through (19)_______________, your luggage will be waiting 53 on the moving (20)_______________ in the (21)_______________ hall. Then pass through (22)_________________ where you should take either the (23)______________, if you have nothing to declare, or the red channel, if you have to pay (24)____________. Once inside the arrivals lounge, lifts and (25)___________ will take you to all major transport services. On behalf of everyone at Mackenzie Airport, I wish you a very pleasant journey. Neil Thomson Neil Thomson, Director of Mackenzie Airport Welcome to Mackenzie Airport! (From Going International: English for Tourism) 5. Imagine you are flying from Europe to the USA. Number the following events in a logical order. a) Check in at least 45 minutes before your flight. b) Fasten your seat belt and take off. c) Land at JFK airport and get off the plane. d) Show your boarding pass at the boarding gate and get on the plane. e) Book your flight over the Internet or by phoning the airline. f) Go through customs. g) Take a taxi to your hotel. h) Go through the metal detector and wait for you flight to be announced. i) Go through passport control and pick up your baggage at a baggage claim hall. 6. Choose the correct answer. 1) You meet someone at the (customs/ arrivals/ departures) section. 2) You leave via the (departure/ customs/ arrivals) gate. 3) At the (customs/ boarding gate/ arrivals) section, an officer may check your bags. 4) At the (customs/ boarding gate/ immigration) section, an officer may check your passport. 5) When you get onto the plane, you (board/ mount/ hop) it. 6) The place where you wait to get on the plane is the (customs/ check-in/ boarding) area. 7) When you first arrive at the airport, you need to (check in/ check out/ check). 8) When you check in, you exchange your ticket for (luggage/ a boarding pass/ money). 9) The plane has to (fly up/ take off/ take out) to leave the ground. 10) The plane has to (land/ fall down/ drop in) when you reach your destination. 54 7. Communication activity. You are at an information desk. Ask questions and complete the missing information in your card. Then check and compare your information with your partner. Sample questions: When (What time) does flight BA21 depart / leave? What’s the gate number for the Moscow flight? Is the American Airlines flight to Moscow boarding yet? Key to airlines: AA – American Airlines BA – British Airlines AC – Air Canada RA – Russian Airlines CARD (Student A) Flight No AA123 BA243 AC45 RA27 BA897 RA453 AA55 BA321 AC785 RA234 DEPARTURES Destination Time LONDON 3:45 PARIS 4:30 TORONTO 5:30 MOSCOW BERLIN 5:45 KAZAN 6:00 PRAGUE 6:10 ATHENS 6:15 BEIJING SOCHI 6:45 Gate 17 3 8 10 15 6 9 Status DELAYED – 6:30 CLOSED CANCELLED DELAYED – 8:30 NOW BOARDING NOW BOARDING NOW BOARDING CARD (Student B) Flight No AA123 BA243 AC45 RA27 BA897 RA453 AA55 BA321 AC785 RA234 DEPARTURES Destination Time LONDON 3:45 PARIS TORONTO 5:30 MOSCOW 5:30 BERLIN 5:45 KAZAN 6:00 PRAGUE ATHENS 6:15 BEIJING 6:30 SOCHI 6:45 55 Gate 23 17 2 3 12 10 6 9 Status DELAYED – 6:30 CLOSED CANCELLED DELAYED – 8:30 NOW BOARDING NOW BOARDING NOW BOARDING 8. Work with a partner. Role-play the situations: 1) You’re at the airport. Find out the following information at the information center: где производится регистрация пассажиров, вылетающих в Нью-Йорк; сколько багажа вы можете взять с собой; сколько единиц ручной клади можно взять в салон; сколько берут за перевес. 2) You’re meeting a foreign partner at the airport. Find out the following information at the information center: когда приземлиться рейс из Мадрида; сколько времени может занять паспортный и таможенный контроль; есть ли в зале для прибывающих ресторан и кофе-бар. CHECK-IN 9. Read the dialogue and fill in the missing words. boarding pass weight departures delayed flight terminal ticket fly window gate - Hello sir. May I have your ______________________ and passport, please? - Sure, here they are. By the way, what is the ____________________ allowance? - 25 kilograms, sir. Oh, I see you are going to Paris! I’m sorry, but the flight has been ______________. It will depart at 10 p.m. instead of 8 p.m. - Really? How come? I specifically __________________ Air Special because you’re always on time! - I know, sir, but the problem is with the airport. There is a security issue in ________________ B, so we had to move everything here. - OK, I understand. What ____________ do I have to go to now? - Number 50. It is at the very end on your left, after the security check. You’ll see the arrivals and ___________________ screens right in front of it. - All right. By the way, could I please have a _____________ seat? I like looking at the sky and the clouds. - Sure, here we are. Here is your passport, and here is your __________________. - Thank you! I hope the _____________________will be as pleasant as you are. ;) 10. Study the dialogue then role-play it. At the Check-In Desk Agent: Good afternoon! Where are you flying to today? You: Los Angeles. Agent: May I have your passport, please? You: Here you go. 56 Agent: Are you checking any bags? You: Just this one. Agent: OK, please place your bag on the scale. You: I have a stopover in Chicago – do I need to pick up my luggage there? Agent: No, it’ll go straight through to Los Angeles. Here is your boarding pass – your flight leaves from gate 15 and it’ll begin boarding at 3:20. Your seat number is 26E. You: Thanks. 11. Communication activity. Now you are at the airport. Use the cards below to role-play the situation. You Information desk You Check-in clerk You Check-in clerk You Check-in clerk You Check-in clerk You Student A (you - Traveller) Извините, где проходит регистрация на рейс Рашен Эирлайнз? Спасибо. Вот, пожалуйста. Хорошо. И пометьте мою сумку этикеткой «хрупкое», пожалуйста. У окна. А мой рейс вылетает вовремя? Спасибо. А у какого выхода производится посадка на мой рейс? Check-in clerk Student B (Information desk / Check-in clerk) You Information desk You Check-in clerk You Check-in clerk You Check-in clerk You Check-in clerk You Check-in clerk Стоика регистрации номер 5. Здравствуйте. Могу я посмотреть ваши паспорт и билет? Поставьте багаж на весы… У вас перевес. Вам придется заплатить за перевес. Ага… где предпочитаете сидеть: у окна или прохода? К сожалению, ваш рейс задерживается на 20 минут. Вот ваш посадочный талон. Ваше место 34 у окна. Выход 15. Счастливого пути. 57 12. Study the following information: Extra questions in the U.S. On flights going to or inside the U.S., you will probably be asked some extra security questions before or during check-in. Here are some sample questions and the correct responses: Agent: Did you pack your bags yourself? You: Yes. Agent: Are you carrying any firearms or flammable materials? You: No. Agent: Has your luggage been in your possession at all times? You: Yes. Agent: Has anyone given you anything to carry on the flight? You: No. Agent: Are you aware of the regulations regarding liquids in your carry-on, which must 3.4 ounces or less and placed inside a single quart-sized transparent plastic bag? You: Yes. 13. Look at three boarding passes. Complete the table. Then role-play conversations at check-in using the information. Airline German Airlines British Airways From To Flight number Seat number Departure time Gate number Smoking or nonsmoking 58 Air Canada 59 GOING THROUGH SECURITY 14. How do you feel about airport security? Choose the answer that suits you best. 1. When you are at the airport, what do you prefer? Some security checks Very careful security checks No security checks 2. Do you mind opening you carry-on luggage? No, I don’t mind. Yes, I feel embarrassed. 3. Do you mind when security ask you questions? Not at all. Not if they are polite. Yes. 4. Are you embarrassed when they search you after you have walked through the scanner? No. Yes. 5. How do you feel about airport security staff? They’re doing a difficult but important job. I wouldn’t like to do it. Why do they always stop me? I think they could be more polite. 15. Study the following dialogue. Agent: Please lay your bags flat on the conveyor belt, and use the bins for small objects. You: Do I need to take my laptop out of the bag? Agent: Yes, you do. Take off your hat and your shoes, too. (you walk through the metal detector) [BEEP BEEP BEEP BEEP] Agent: Please step back. Do you have anything in your pockets – keys, cell phone, loose change? You: I don’t think so. Let me try taking off my belt. Agent: Okay, come on through. (you go through the metal detector again) Agent: You’re all set! Have a nice flight. 60 AT THE GATE Airports are divided into terminals (the major sections of the airport) and each terminal has many gates. The gate is the door you go through to enter the airplane. 16. Here are a few announcements you might hear while you are at the gate, waiting for the plane to board. Study and translate them.00:0000:00 1) “Attention passengers of United Airlines flight 880. There has been a gate change. United Airlines flight 880 will now be leaving from gate 12.” 2) “United Airlines flight 880 to Miami is now boarding.” (this means it’s time for passengers to enter the plane) 3) “We would like to invite our first- and business-class passengers, Star Club Premium members, and passengers requiring special assistance to board at gate 12.” (this means that passengers who are “special” (first class, business class, or in the Star Club) or passengers who are elderly (old), disabled, pregnant, or with small children can go into the airplane first.) 4) “We would now like to invite all passengers seated in Zone 2 – that’s rows 16-35 – to begin boarding United Airlines flight 880 at gate 12.” (look at your boarding pass to know your “zone number” and what “row” your seat number is) 5) “We would now like to invite all passengers to board United Airlines flight 880 to Miami at gate 12.” (this means everyone can enter the plane) 6) “This is the last call for United Airlines flight 880 to Miami, now boarding at gate number 12.” (this means it is the FINAL OPPORTUNITY to enter the plane before they close the doors) 7) “Passenger John Smith. Passenger John Smith, please proceed to the United Airlines desk at gate 12.” (sometimes the announcement will call a specific passenger by name. The word “proceed” in this context is a formal way to say “go.”) 61 ON BOARD ‘There are only two emotions in a plane: boredom and terror.’ Orson Welles (1915 –1985), American actor, film director, writer 1. You are on the plane. You may have the following conversation: Conversation A Flight attendant: Good morning, ma’am. What’s your seat number? You: Uh, 34D. Flight attendant: That’s on the right side of the airplane. It’s by the aisle. You: Thank you. Conversation B You are near your seat. You: Excuse me. You’re in my seat. Man: Sorry? You: That’s my seat 34D. Man: This is 35D. You: No, it isn’t. Man: Well, where is 35D? You: That’s 35D here. Man: Oh, yes. It is. Sorry. Conversation C You are near your seat. You: Excuse me. You’re in my seat. Man: I don’t think so. You: That’s my seat 34D. Man: This is 33D. Look here! You: Oh, yes. It is. Sorry. Man: No problem. Now practise role-playing the same dialogues. 2. Below there are two announcements you can hear while you are on the plane. Study them and fill in the missing words from the boxes. delay time crew height taking off speed Pilot: Good morning ladies and gentlemen. On behalf of Captain Andrew and his _________, welcome on board this British Airways Boeing 737. I apologize for the ____________, but we will be ____________ very shortly. Some information about the flight: our flight __________ to London will be two hours and twentyfive minutes. We will be flying at the _____________ of 30,000 feet, and our _________ will be 500 miles per hour. We hope you have a pleasant flight. 62 Flight attendant: Fasten your seatbelts, please. The pilot is preparing for take off. Once we are in the air, we will be serving a light snack and something to drink. fastened landing folded upright Flight attendant: In a moment we will be __________ at London Heathrow where the weather is fine and sunny. Please make sure that your seatbelt is ___________, your seat is in the ________________ position and your table is ______________ away. 3. The following is a list of signs you can see in an airplane. Match the SIGNS with their Russian equivalents and remember them. SIGN meaning FASTEN SEATBELTS RETURN TO YOUR SEAT FLOTATION DEVICE UNDER YOUR SEAT LAVATORY OCCUPIED LAVATORY VACANT HOT COLD FLUSH TRASH EMERGENCY EXIT OUT OF ORDER мусор не работает пристегните ремни туалет свободен горячая вода спасательный жилет под сиденьем холодная вода спустите воду туалет занят запасной выход вернитесь на свое место IN-FLIGHT MEALS 4. Here’s a conversation you might have on the plane: Flight attendant: Fish, chicken or vegetarian? You: What’s the fish? Flight attendant: It’s tuna. You: Chicken, please. Flight attendant: Anything to drink? You: Yes. Water, please. Flight attendant: Still or sparkling? You: Still, please. Flight attendant: Here you go. Enjoy your meal. You: Thanks. 63 вашим Study the menu below and order a meal or a drink. If you didn’t understand what the flight attendant said, you can say ‘Sorry?’ Or ‘Pardon?’ to ask him or her to repeat it. If you want to ask for something, you can use the phrase ‘Can (Could) I have…’ RUSSIAN AIRLINES IN-FLIGHT MENU Moscow – London Selection of drinks from the bar: Water: Still or Sparkling Soda: Cola, Pepsi, Orange Wine: Red / White Mixed salad with French dressing Chicken, peas & rice or Fresh tuna, new potatoes, sweetcorn or Vegetarian pasta Chocolate cake Tea (green, black, with milk) Coffee (regular/decaffeinated, black/white) 5. Read the dialogue. Flight attendant: Would you like something to drink? You: Could I have Coke with no ice? Flight attendant: Here you are. Please fill in this form before the plane lands. You: What is this form for? Flight attendant: It’s a Customs and Immigration form. You will use that in the airport before you can enter the country. Now you fill in the UK landing card. 64 65 You can also practise filling in the I-94 form for visitors to the USA. 66 PASSPORT CONTROL & CUSTOMS ‘The World is a book, and those who do not travel read only a page.’ St. Augustine (354 – 430), Christian theologian and philosopher 1. Answer the questions. 1. Is it important to have customs at international borders? Why / why not? 2. What kind of items do people try to smuggle? 3. Could more be done to stop smugglers? 2. Remember the following words and expressions. 1. entry /exit /tourist(travel) /student visa – въездная /выездная /туристическая /студенческая виза 2. to extend /renew /grant /deny (refuse) a visa – продлить /возобновить /предоставить /отказать в визе 3. to put a visa on a passport – проставить визу в паспорте 4. to enter a country on a visa – въехать в страну по визе 5. customs house – таможня 6. customs officer – таможенник 7. customs tariffs / fees – таможенные тарифы / сборы 8. customs clearing – таможенный досмотр 9. to go through the customs – пройти таможенный досмотр 10.You must be cleared by the customs. – Вы должны пройти таможенный досмотр. 11.customs declaration – таможенная декларация 12.to fill in a customs declaration – заполнить таможенную декларацию 13.to be liable to duty / duty free – подлежать / не подлежать обложению пошлиной 14.Are these items /things liable to duty? - Эти вещи облагаются пошлиной? 15.Do I have to pay a duty on this item? - Надо ли мне платить пошлину на этот товар? 16.free of charge / free – бесплатно 17.prohibited items (articles) - запрещенные для ввоза и вывоза товары 18.duty-free quota list – список предметов, разрешенных к беспошлинному провозу 19.duty-free – не подлежащий обложению таможенными пошлинами 20.to fall under restrictions – попадать под ограничение 21.the normal allowance – разрешенные предметы 22.personal belongings – личные вещи 23.to stay at a hotel– остановиться в гостинице 24.to go through the red / green channel – идти через красный / зеленый коридор 25.How long are you going to stay in the country? – Как долго вы собираетесь оставаться в стране? 67 26.Do you have anything to declare? – У вас есть вещи подлежащие декларированию? 27.What’s the nature /the purpose of your visit? – Какова цель вашего визита? 3. Translate the following into English using the active vocabulary from ex.2. 1. Я прошел таможенный досмотр, и таможенник поставил мне въездную визу в паспорте. 2. Если у вас есть вещи, которые подлежат обложению пошлиной, заполните таможенную декларацию. 3. Если я продлю мою студенческую визу, я смогу въехать в Испанию по этой визе. 4. В прошлый раз он пытался провести в страну запрещенные для ввоза товары и после этого ему отказали в выдаче новой визы. 5. Среди моих личных вещей были товары, которые попадает под ограничение, и мне пришлось заплатить таможенный сбор и пойти через красный коридор. 6. Вам нужно пройти таможенный досмотр на таможне, даже если у Вас при себе только разрешенные для ввоза и вывоза предметы и личные вещи. 7. Где мне можно найти список предметов, разрешенных к беспошлинному провозу? – Спросите у таможенника, который продлевает визы. 8. Мне нужно платить пошлину на этот товар? – Да, такие предметы облагается пошлиной. 9. При въезде в страну вам в паспорт ставят въездную визу, а при выезде из страны сотрудник таможенной службы проставляет в Вашем паспорте выездную визу. 10.Я не знаю, есть ли эти предметы в списке разрешенных к беспошлинному провозу. 68 4. Study the dialogue. At Passport Control Immigration officer: Traveller: Immigration officer: Traveller: Immigration officer: Traveller: Immigration officer: Traveller: Immigration officer: Traveller: Immigration officer: Traveller: Immigration officer: Traveller: Immigration officer: Traveller: Good evening. Where have you come from? Moscow, Russia. May I have your passport and form I-94, please? Here you are. What’s the nature of your visit? Business or pleasure? Pleasure. I’m visiting my relatives. How long are you going to stay in the United States? Three weeks. Have you ever been to the United States? No, it’s my first visit. What is your occupation? I work as an accountant for a Russian chemical company. Do you have a return ticket? Yes, here it is. That’s fine. Thanks. Enjoy your trip. Thank you. Now translate the following into English and role-play the situation. Use ex.4 as a model. Student A (Immigration officer) Immigration officer Traveller Immigration officer Traveller Immigration officer Traveller Immigration officer Traveller Immigration officer Traveller Immigration officer Traveller Immigration officer Traveller Immigration officer Доброе утро. Откуда Вы? Можно посмотреть Ваш паспорт и карту прилета? Какова цель Вашего визита? Вы прибыли по работе или отдохнуть? Как долго вы планируете оставаться в Великобритании? Вы когда-нибудь раньше были в Великобритании? Кто вы по профессии? У Вас есть обратный билет? Все в порядке. Добро пожаловать в Великобританию. Приятного путешествия. Traveller 69 Student B (Traveller) Immigration officer Traveller Immigration officer Traveller Immigration officer Traveller Immigration officer Traveller Immigration officer Traveller Immigration officer Traveller Immigration officer Traveller Immigration officer Traveller Доброе утро. Я из Берлина, Германия. Вот, пожалуйста. Я по работе. Я приехал к моему бизнес партнеру. Две недели. Нет, это моя первая поездка в Вашу страну. Я - главный инженер нефтеперерабатывающей компании. Да, вот он. Спасибо. 5. Role-play the conversation ‘At Passport Control’ using the prompts below. Beijing, China / holiday / three days / a sales manager for a petrochemical company Paris, France / to study English / 3 months / a student at college Osaka, Japan / business conference / 2 weeks / CEO, Buy&Sell Co. Warsaw, Poland / to visit relatives / a month / a sales representative Athens, Greece / business trip / 2 months / a lawyer Ottawa, Canada / to visit a business partner / 5 days / a production manager Rome, Italy / business trip / 2 weeks / a driller in a gas company Deli, India / to study English / 5 weeks / a technician in a big oil company Barcelona, Spain / business trip / 24 hours / an operator at a refinery 70 6. Study the conversation. At Customs Customs officer: Traveller: Customs officer: Traveller: Customs officer: Traveller: Customs officer: Traveller: Customs officer: Traveller: Customs officer: Traveller: May I look at your passport and customs declaration form, sir? Certainly. Here you are. Do you have anything to declare? No, nothing. Just the normal allowance. What do you have in this suitcase? Books, clothes, personal belongings and a bottle of wine. Okay, do you have anything else besides these? No, I don’t. How much money do you have on you? I have four thousand US dollars and eight hundred euros. That’s fine, thank you. You can proceed. Have a nice stay in the United States. Thank you. I’m sure I will. Now translate the following into English and role-play the situation. Use ex.6 as a model. Student A (Customs officer) Customs officer Traveller Customs officer Traveller Customs officer Traveller Customs officer Traveller Customs officer Traveller Customs officer Покажите Ваш паспорт и декларацию. Вы что-нибудь декларируете? Что у Вас в этом чемодане. Хорошо. У Вас есть что-нибудь еще кроме этого? Сколь у Вас с собой денег? Все в порядке. Вы можете проходить. Хорошего пребывания в США. Traveller 71 Student B (Traveller) Customs officer Traveller Customs officer Traveller Customs officer Traveller Customs officer Traveller Customs officer Traveller Customs officer Traveller Вот, пожалуйста. Нет, ничего. У меня только разрешенные предметы. Книги, одежда, личные вещи и бутылка вина. Нет. У меня 400 американских долларов и 800 евро. Спасибо. Думаю, так и будет. 7. Role-play the conversation ‘At Customs’ using the prompts below. Student A is a customs officer. Student B is a traveller. You have: normal allowance; clothes, personal belongings; 250$, 300€ items to declare: 12000£ normal allowance; books, personal belongings and a bottle of wine; 500£ items to declare: 15000$ normal allowance; personal belongings and a bottle of whisky; 400€, 300$ items to declare: 2 plants (a gift for my aunt) normal allowance; personal belongings and some perfume; 450£, 200$ items to declare: an ivory souvenir (a gift for my business partner) 72 8. Now you fill in a Customs Declaration form. 73 CURRENCY EXCHANGE 1. Remember the following expressions. 1. currency exchange – обмен валюты 2. exchange rate – обменный курс 3. I’d like to change rubles into dollars. – Я бы хотел обменять рубли на доллары. 4. note – банкнота, денежная купюра 5. coin - монета 2. Study the dialogue. Boris: Bank clerk 1: Boris: Bank clerk 1: Boris: Bank clerk 2: Boris: Bank clerk 2: Boris: Bank clerk 2: Boris: Bank clerk 2: Boris: Excuse me, what is the exchange rate for Euro? I’m sorry, sir. I don’t know. You must go to the foreign exchange desk. Where’s that? Over there, on your left. (...) Excuse me, what is the exchange rate for Euro? Do you want to buy Euro or sell it, sir? I want to buy. At today’s exchange rate one euro is 48 rubles. I’ll take 500 euros, please. And how would you like your money? Hm, let’s see. Can I have 300 euros in 50s and the rest in 20s and 10s? Sure. Thanks. Now translate the following into English and role-play the dialogue. Bank clerk Bank clerk Tourist Bank clerk Tourist Bank clerk Tourist Bank clerk Tourist Bank clerk Tourist Bank clerk Здравствуйте, чем могу помочь? Сегодня курс: 1 евро – 50 рублей. Сколько будете покупать? Хорошо. Какими купюрами Вам нужно? Минуточку... С Вас 25000 рублей. Вот Ваши деньги. Обращайтесь еще. 74 Tourist Bank clerk Tourist Bank clerk Tourist Bank clerk Tourist Bank clerk Tourist Bank clerk Tourist Bank clerk Добрый день. Я бы хотел обменять рубли на евро. Какой сегодня курс? Я куплю 500 евро. Дайте подумать... Можно мне 350 евро купюрами по 50 евро, остальное купюрами по 20 и 10 евро? Возьмите. Спасибо. 3. Now you go to a currency exchange office and buy or sell foreign currency. You can use the table below for information. Your partner is a bank clerk. currency Euro Russian Ruble US dollar Swedish Krona UK Pound Japanese Yen Chinese Yuan Kuwaiti Dinar Swiss Frank Turkish Lira Indian Rupiah Lloyds Bank We buy at 45 32 30 50 60 35 40 70 51 30 29 75 We sell at 48 35 32 55 65 40 42 73 54 35 31 HOTELS ‘Travel and change of place impart new vigor to the mind.’ Seneca (4 BC – AD 65), Roman philosopher 1. Answer the questions. 1. How often do you stay at hotels? 2. What things about hotels do you like and don’t like? 3. Have you ever had any problems with hotels? 4. What hotel facilities are most important for you? Choose from the list or add your own ones: internet access air conditioning television swimming pool sauna gym beauty salon lift car park easy access to public transport laundry facilities 2. Remember the following words and expressions. 1. to reserve / to book a room at a hotel – забронировать номер в отеле 2. to check in – зарегистрироваться (заехать) в отеле 3. to check out – выехать из отеля 4. What time is the check-out? – Во сколько время выезда из отеля? 5. What time do I need to check out? – Во сколько я должен выехать? 6. Is it possible to have a late check-out? – Возможно ли выехать позже? 7. wake-up call –«звонок-будильник по телефону» с ресепшен, чтобы разбудить клиента 8. single / double room – одноместный / двухместный номер 9. twin room - номер с двумя кроватями 10.extra bed – дополнительная кровать 11.suite (apartment) - номер-люкс 12.room with a bath / a shower – комната с ванной / душем 13.room with a private bathroom - комната с личной ванной 14.room with a shared bathroom – комната с общими туалетом и ванной 15.room with a sea view / a balcony – комната с видом на море / с балконом 16.Is breakfast included? – Завтрак включен в стоимость? 17.B&B (bed & breakfast) – цена за номер с завтраком 18.HB (half board) – полупансион (цена за номер с завтраком и обедом либо ужином) 76 19.FB (full board) – полный пансион (цена за номер с трех разовым питанием) 20.AL (all inclusive) – все включено (проживание, питание, дополнительные бесплатные услуги) 21.hotel facilities – оснащение отеля 22.bellboy – коридорный, посыльный 23.reception desk / reception / front desk – стойка регистрации (ресепшен) 24.to be fully booked – быть полностью занятым (об отеле), не иметь свободных мест 25.to charge per night – взимать плату посуточно 26.How would you like to pay for the room? – Как будете оплачивать номер? 27.Do you accept VISA/Mastercard? – Вы принимаете оплату картами VISA/Mastercard? 28.to pay in cash – платить наличными 29.to pay by card – платить по кредитной карте 30.vacancy – свободное место 31.No vacancies – свободных мест нет 3. Choose the correct variant. 1. Welcome to the Blue Star Hotel. How may I help you? – I’d like to book a room / check in / check out for two people, for two nights. 2. Do you have any rooms available for June 10th? I’d like to make a room / books / reservation. 3. We stayed in the comfortable, spacious, newly renovated suite / single room / mini bar for our wedding night. 4. How much is the small bottle of liquor in the reservation / charge per night / mini bar? 5. A room in which only one person should sleep is a single room / double room / suite. 6. When making a reservation at a hotel, Sue was asked if she’d prefer to stay in a single or double room / fully booked room / mini bar. 7. I need a room. What is the charge per night / book a room / vacancies? 8. Carol paid the additional charges on a bill, reservation / motel / checked out and left the hotel. 9. When Sam arrived at the hotel, the receptionist greeted him and checked him in / checked him out / checked him off. 10.We are pleased to offer you full charge per night / room service / wake-up call as a part of our package. 11.When young persons travel, they often find cheaper accommodation in reception area / suites / youth hostels. 12.I’m afraid they’re check out / check in / fully booked here because of the Trade Fair. We’ll need to find another hotel. 13.A nice room service / bellboy / reception took my suitcase with a smile and brought it to my room. 77 14.We are fully booked and have no vacancies / half board / service for the upcoming weekend. 15.I’d like a charge per night / reception desk / wake-up call for seven o’clock tomorrow. 16.You’ll have to check in at the bellboy / suite / front desk. HOTEL RESERVATIONS 4. Study the dialogue below. Operator: Maria: Operator: Maria: Operator: Maria: Operator: Maria: Operator: Maria: Operator: Maria: Operator: Maria: Holiday Inn Express Hotel. This is Kevin speaking. How can I help you? Good afternoon. Do you have any vacancies for tonight? Yes, ma’am. What kind of room are you looking for? Just a single. Hold on a moment, please… Yes, we have that. Would you like a room with a bath or shower? Whatever is cheaper. Shower then. How much is it? Is breakfast included? 100 euros per night, B&B. Great. I’ll take it. Could you give me your name, please? Maria Brown. That’s B-R-O-W-N. OK. And how long will you be staying for? Just three nights. Now imagine that you are booking a hotel room. Answer the receptionist’s questions on the phone. Receptionist: Hello. Sunrise Hotel. May I help you? You: ..................................................... Receptionist: What kind of room would you like? Single or double? You: ...................................................... Receptionist: Hold on a moment, please. ... Yes, we have that. Would you like a room with a bath or shower? You: ...................................................... Receptionist: The rate is $57.00, breakfast included. You: .................................................... Receptionist: Could you give me your name, please? You: ..................................................... Receptionist: How long will you be staying for? (=How many nights will you be staying?) You: ..................................................... 78 5. Work with a partner. Translate the following into English. Student A (Receptionist) Receptionist Guest Receptionist Guest Receptionist Guest Receptionist Guest Receptionist Guest Receptionist Guest Receptionist Guest Доброе утро. Отель Гранд. Чем могу помочь? Да. Какой номер Вам нужен? Минуточку… да, у нас есть двухместные номера. Вам нужен номер с видом на море или сад? С ванной или душем? На сколько дней Вы останавливаетесь в отеле? Триста евро. Да. Скажите, пожалуйста, Вашу фамилию. Хорошо, господин Браун, ждем Вас в нашем отеле. Student B (Guest) Receptionist Guest Receptionist Guest Receptionist Guest Receptionist Guest Receptionist Guest Receptionist Guest Receptionist Guest Доброе утро. У вас есть свободные номера? Двухместный. С душем. И с видом на море. Неделя. Сколько стоит проживание в сутки? А завтрак включен в стоимость? Браун. Боб Браун. Спасибо. До свидания. 79 HOTEL CHECK-IN 6. Study the dialogue below. Receptionist: Good evening, sir. Patrick: Good evening. I want to check in. Receptionist: Do you have a reservation? Patrick: Yes, I do. Receptionist: What name? Patrick: Nelson. Patrick Nelson. Receptionist: Just a moment… I don’t have your name on the computer, I’m afraid, sir. Patrick: Try my company. That’s Cherry Retailers. Receptionist: Ah, yes. I have it here. Cherry Retailers, 34 Apple Street, Paris. Mr Nelson. A single room for seven nights. Patrick: That’s right. Receptionist: And how will you be paying? Patrick: Is Visa OK? Receptionist: That’ll be fine. I just need you to complete this registration card. Patrick: Thank you. Uh, sorry, what’s the date today? Receptionist: June 15th. You’re in Room 345. Would you like a wake-up call? Patrick: Yes, I’d like a wake-up call for 6:30. Now imagine that you are Bill Gates from Microsoft Corporation and you are checking in at a hotel. Answer the receptionist’s questions. Receptionist: You: Receptionist: Good morning, sir. Welcome to Orange Hotel. May I help you? .................................................... Do you have a reservation? You: Receptionist: .................................................... Can I have your name, please? You: Receptionist: .................................................... Just a second… Please wait one moment while I check our reservations list... I don’t have your name on the computer, I’m afraid, sir. You: Receptionist: .................................................... Ah, yes. I have it here. Everything is OK, Mr Gates. Your booking is from today through Thursday. Single room with bath. ..................................................... You: 80 Receptionist: You: Receptionist: You: Receptionist: You: Receptionist: You: And how will you be paying? ..................................................... That’ll be fine. Would you like to register, please? Just fill in this registration card. Just put your surname here on the first line and then your name. Here, put your place of birth and, next to that, put your date of birth. Under that, write your nationality, and on the bottom line put your home address. And sign here. ..................................................... Would you like a wake-up call? ..................................................... OK, Mr Gates. Your room number is 789. Here’s your key card and your key. The bellboy will take your bags and show you to your room. .................................................... 7. Put the lines of the dialogue below in the correct order. No, I reserved a single room with a bath. Good morning. I have a reservation. Yes, sir. A double room with a shower. Thank you. Here’s your key, sir. Room 436. The same price? That’s fine. Good morning, sir. How can I help you? What’s your name, please? Oh, I’m sorry, sir. There’s been a mistake but we can give you the room at the same price. Thank you. John Smith. My reservation is for two nights. 81 8. Now you complete a hotel guest registration card. GUEST REGISTRATION CARD Room______________ Family name __________________________________________________ First name ____________________________________________________ Middle name __________________________________________________ Nationality ____________________________________________________ Home address _________________________________________________ Home phone number _(_______)__________________________________ Cell phone number _____________________________________________ e-mail address _________________________________________________ Company name ________________________________________________ Company address ______________________________________________ Passport number _______________________________________________ Arrived ______________________________________________________ Departed _____________________________________________________ Payment by ___________________________________________________ Signature _____________________________________________________ Date (day/month/year) ____________________________ 9. Below is a mixed up conversation. Rearrange the conversation so that it makes sense. Also circle an R if the receptionist is saying the line or a G if the guest is saying the line. R = Receptionist G = Guest 82 ______ (R) (G) ______ (R) (G) ______ ______ ______ ______ ______ ______ ______ ______ (R) (R) (R) (R) (R) (R) (R) (R) (G) (G) (G) (G) (G) (G) (G) (G) ______ (R) (G) ______ (R) (G) ______ (R) (G) ______ (R) (G) ______ (R) (G) ______ (R) (G) ______ (R) (G) ______ ______ ______ ______ (R) (R) (R) (R) (G) (G) (G) (G) ______ (R) (G) ______ (R) (G) Would you prefer a single or a double? 10 pm? Thanks. Oh! And can I get a wake-up call for 6:30 am. And how about a restaurant? Great. What time does the restaurants close? It’s $145.00 a night. How many nights will you be staying? It’s D-A-V-I-E-S. I’d like a room, please? Great. I’ll pay with VISA then. What time is checkout? And how do you spell that, sir? So that’s D-A-V-I-E-S. How would you like to pay for the room? Do you take VISA? There are restaurants on the 1st and 3rd floor and there’s a café next to the lobby. Yes, we do. We take VISA, Mastercard, and American Express. A double, please. How much is that? Checkout is at 10 o’clock. Your room number is 505. Is there anything else you would like to know? Yes, there is. It’s on the 2nd floor. But you have to bring the towel from your room. OK. One night comes to $145.00 plus tax. May I have your name please? Is there a pool here? Welcome to the Beachside Inn. How may I help you? They both close at 10:00 pm. Sure. No problem. Wake-up call for 6:30 am. Enjoy your stay. Just tonight. It’s Davies. Robertson Davies. 10. Communication activity. Student A. You are a receptionist at a hotel. Choose any hotel from the cards below and study the information on the card. Student B is a traveller. Help student B to check in at your hotel. Ask student B questions about: - his/her name - room size and type - number of nights 83 - wake-up call - method of payment Single sea view Price $130.00 Available Rooms 235 Single garden view $120.00 802, 1107, 1108 Double sea view $160.00 None Double garden view $165.00 708, 710, 904 Suite $220.00 1201 Checkout 10:00 am Single sea view Price $135.00 Available Rooms 356,786 Single garden view $125.00 203,204,206 Double sea view $165.00 604, 605, 708 Double garden view $170.00 555,423 Suite $230.00 None Checkout 11:00 am 84 Single sea view Price $125.00 Available Rooms 102, 103, 104 Single garden view $130.00 None Double sea view $165.00 201, 203 Double garden view $180.00 303 Suite $210.00 501 Checkout 11:30 am Single sea view Price $95.00 Available Rooms 604, 605, 708 Single garden view $85.00 302,402 Double sea view $125.00 203,204,206 Double garden view $110.00 None Suite $150.00 501 Checkout 10:00 am Student B. You are a traveller. Choose any of the cards below for your background information. Now check in at a hotel. Student A is a hotel receptionist. Don’t forget to ask about room prices and checkout time. You are traveling alone. You would like a single room with a shower and a garden view. You would like to pay in cash. You will be staying for 2 nights. You would like a wake-up call for 7:00 am. You would like to have a late checkout at 4 pm. 85 You are traveling with your husband/wife. You would like a double room with a bath and a sea view. You would like to pay by credit card. You will be staying for 5 nights. You would like a wake-up call for 6:00 am. You are alone. You would like a suite. You would like to pay in cash. You will be staying for 3 nights. You don’t want a wake-up call. You would like to have a late checkout at 9 pm. You are traveling with your family (3 kids and spouse). You would like a suite (or a double if there are no suites available). You would like to pay by credit card. You will be staying for 10 nights. You don’t want a wake-up call. 11. Communication activity. Student A. You are a traveler and have just arrived at a hotel. Find out the following information at the reception: - выясните, готов ли ваш номер; - попросите разбудить вас утром в 7.30; - спросите, где вы можете пообедать и включен ли завтрак в стоимость номера; - спросите, в какое время в воскресенье вы должны выписаться; - спросите где ближайший информационный центр. Student B. You are a receptionist at a hotel. Student A has just arrived at your hotel. Answer his questions. ROOM SERVICE 12. It’s ten o’clock at night. A guest calls room service to ask for something. Study the dialogue. Room service: Guest: Room service: Guest: Room service: Guest: Room service: Room service. My name is William. Can I help you? Yes, this is room 301. Could I have an early morning call, please? Certainly, sir. What time would you like the call? At half past six. 6.30. No problem. Would you like breakfast sent up to your room? No, thanks. I’ll have it in the dining room. The dining room doesn’t open for breakfast until 7.30. 86 Guest: Room service: Guest: Room service: Guest: Oh, in that case I will have it in my room. Just coffee and a croissant. Coffee and a croissant. Anything else? No, that’s all. Okay. Good night, sir. Thank you. Good night. Now work with your partner. Student A: You are a room service clerk. Student B: You phone room service to make requests for: something to eat help with Wi-Fi connection an extra set of clean towels a bottle of champagne an extra blanket a morning taxi some soap, shampoo, toilet paper (your own request) Don’t forget to change roles. HOTEL PROBLEMS 13. Put the lines of the dialogue in the correct order. It won’t be long. I’m really sorry about this. It’s my television. It doesn’t work. Oh dear. I’m sorry to hear that. What’s the matter? That’s okay. Goodbye. Reception. Can I help you? Yes, I’m afraid I have a small problem. Thank you. I’ll wait, then. Right, I see. I’ll ask someone to come up straight away. Work with a partner. Practise having similar conversations to the one above (in the correct order). You’re having the following problems: one of the towels / dirty toilet / not work 87 key / not work bedside light / not work bathroom door / locked pillows / not enough next-door room / very noisy floor in the room / dirty window / not close properly Wi-Fi / not available heating / too hot air conditioning / broken air conditioning / too cold shower / no hot water CHECKING OUT 14. Remember the following expressions: 1. I’d like to check out. – Я хотел бы выехать. 2. I’d like to pay my bill, please. – Я хотел бы оплатить счёт, пожалуйста. 3. I think there’s a mistake in this bill. – Я думаю, что счёт неправильный. 4. Have you used the minibar? – Вы пользовались мини-баром? 5. Could you help me bring my luggage down? – Помогите мне вынести вниз багаж, пожалуйста. 6. Could you call me a taxi, please? – Вызовите, пожалуйста, такси. 7. I’ve really enjoyed my stay. – Мое пребывание было очень приятным. 15. Study the dialogue. You: Receptionist: You: Receptionist: You: Receptionist: You: Receptionist: You: Receptionist: You: I’d like to check out. What’s your room number, please? 455. Room 455. Mr Brown? Yes, that’s right. I’d like to pay my bill, please. One moment, please… There you go. That’s 788 euros, please. How would you like to pay? Do you accept credit cards? Sure. This is my card and here are my room keys. OK. Could you sign here… Thank you. Please come back and stay with us again. I definitely will. I’ve really enjoyed my stay at your hotel. 88 16. Translate the following into English and role-play the situation using the cards below. Student A (Hotel guest) Guest Здравствуйте. Я бы хотел выехать из отеля. Receptionist Guest 235. Receptionist Guest Верно. Я хочу оплатить счет. Receptionist Guest Да. Бутылка минералки и апельсиновый сок. Receptionist Guest Вы принимаете банковские карты? Receptionist Guest Вот моя банковская карта и ключи от номера. Receptionist Guest Обязательно приеду. Мне очень у вас понравилось. Student B (Receptionist) Guest Receptionist Guest Receptionist Guest Receptionist Guest Receptionist Guest Receptionist Guest Receptionist Какой номер вашей комнаты? Комната 235. Вы господин Иванов? Вы пользовались минибаром? Минуточку… Так, с вас 700 евро. Как будете оплачивать? Конечно. Хорошо. Не могли бы вы расписаться вот здесь… Спасибо. Приезжайте к нам еще. Guest 89 JOB HUNTING ‘Choose a job you love and you will never have to work a day in your life.’ Confucius (551- 479 BC), Chinese philosopher 1. Discuss these questions: 1. Are you ambitious? Why or why not? 2. Do you have a career plan? Where do you want to be in 10 years’ time? 3. Which of the following would you prefer to do and why? a) work for one company during your career b) work for several different companies c) work for yourself 2. Study and learn some useful vocabulary that can be handy in job hunting. Part A 1. full-time job - работа на полный рабочий день 2. part-time job - работа на неполный рабочий день (с частичной занятостью) 3. 9-to-5 job - работа с 9 до 5 часов 4. well-paid job - хорошо оплачиваемая работа 5. permanent/temporary job - постоянная/ временная работа 6. job in one’s field - работа по специальности 7. to work overtime - работать сверхурочно 8. to work shifts/ first shift/ second shift - работать по сменам/ в первую смену/ во вторую смену 9. to work flexible hours - работать по свободному/ гибкому графику 10. promising/ prospective job - перспективная работа 11. responsibilities and obligations - ответственность и обязанности (на работе) 12. to be responsible for smth. - быть ответственным за что-либо 13. reliability - надежность 14. reliable / unreliable - надежный / ненадежный 15. to work under pressure - работать под давлением (напряжено, в авральном режиме) 16. skilful / experienced - опытный 17. inexperienced - неопытный 18. work experience in smth. - опыт работы в чем-либо 19. to earn / to make a living - зарабатывать 20. cash award=bonus - денежная премия 21. fringe benefits/ perks (=perquisites) - привилегии, льготы, скидки (на работе) 22. (health) insurance premiums - отчисления в фонд медицинского страхования 23. (work) record - послужной список 24. seniority - стаж 90 25. probation - испытательный срок 26. to apply for the position of … - подать заявление о приеме на работу на должность 27. to ask for a pay rise - просить повышения зарплаты 28. monthly salary - ежемесячный оклад 29. piece-work - сдельная оплата труда 30. job vacancy - вакантная должность 31. top position - ведущая должность 32. job title – звание; должность 33. to be promoted to the position of… - быть повышенным на должность… 34. to make a good impression on - производить хорошее впечатление 35. to impress smb. - производить впечатление на кого-либо, поражать 36. to attend (an interview) - посещать (собеседование/интервью) 37. candidate, applicant - претендент, кандидат 38. career ladder - карьерная лестница, служебная лестница 39. to climb the career ladder - продвигаться по служебной лестнице Part B 40. to take a career break - перерыв в трудовой деятельности 41. career opportunities - возможности для карьерного роста 42. to be short-term/ long-term unemployed - быть короткое/длительное время безработным 43. lay-off - сокращение, увольнение 44. CV (Curriculum Vitae) - резюме 45. competition - конкуренция 46. graduate - окончивший учебное заведение; выпускник 47. to graduate from - окончить высшее учебное заведение 48. graduate trainee posts - вакансии для практикантов (выпускников) 49. to get a Master’s degree in Economics - получить степень магистра экономики 50. honours degree - диплом с отличием 51. practical training / field training - производственная практика 52. high-profile client - влиятельный (крупный) клиент 53. Human Resources Department (Personnel Department) - отдел кадров 54. to interview (for a job) - проводить собеседование 55. interview panel - комиссия (проводящая собеседование) 56. junior partner - младший партнер 57. senior partner - старший партнер 58. prospective employee - потенциальный (будущий) сотрудник 59. employer - работодатель 60. to provide - предоставлять 61. to qualify as (an engineer) - получить диплом (инженера) 62. range of experience - сфера опыта 63. skills and experience - навыки и опыт 64. suitable - подходящий 65. to train for a career - обучаться, готовить себя к карьере 91 66. 67. 68. 69. 70. 71. 72. 73. 74. 75. 76. 77. to demote - понизить в должности to dismiss/sack/fire - уволить to quit - уволиться to resign - уходить в отставку to retire - уходить на пенсию to make somebody redundant - сократить кого-либо to get redundant - попасть под сокращение maternity leave - декретный отпуск (to be on maternity leave - находиться в декретном отпуске) to be on sick leave - находиться на больничном листе contract of employment - трудовой договор Labour Code - трудовой кодекс Trade Union - профсоюз 3. Translate the following into English using the active vocabulary from ex.2. Part A 1. Мы ищем специалиста на постоянную хорошо оплачиваемую работу. 2. Вы готовы работать по сменам и сверхурочно? 3. Мне нужна работа по моей специальности на неполный рабочий день. 4. Наша компания не выплачивает премий и не предоставляет льгот сотрудникам, которые работают по гибкому графику и временно. 5. У этого кандидата большой опыт работы по специальности. Он надежен и опытен. Думаю, он сможет продвинуться по карьерной лестнице. 6. Какими будут мои обязанности и за что я буду отвечать во время испытательного срока? 7. Я хорошо работал в этот напряженный период (=работал под давлением) и прошу о повышении зарплаты. 8. Его повысили до должности старшего менеджера. 9. Чем вы зарабатываете на жизнь? – У меня ведущая должность в нефтеперерабатывающей компании и хороший ежемесячный оклад с премией. 10.У него сдельная оплата труда и нет отчислений в фонд медицинского страхования. Part B 1. Она находилась в декретном отпуске и поэтому у нее перерыв в трудовой деятельности. 2. У компании финансовые трудности и старшему партнеру пришлось уволить младшего партнера и сократить сотрудников со стажем работы менее 5 лет. 3. В прошлом году он окончил университет, получил диплом магистра экономики и теперь ищет работу на полный рабочий день. 4. Он попал под сокращение и длительное время был безработным. 5. Согласно трудовому кодексу отдел кадров может проводить собеседование, понижать в должности и увольнять сотрудников. 6. На собеседовании Вы произвели хорошее впечатление на комиссию. 92 7. Ваш потенциальный работодатель считает, что Вы подходите для этой должности. 8. Весь прошлый год выпускник вуза готовил себя к карьере инженера нефтеперерабатывающего предприятия. 9. Во время производственной практики он получил все необходимые навыки и опыт для его будущей профессии. 10.Отдел кадров предоставляет вакансии для выпускников вузов, которые имеют диплом магистра или «красный» диплом. 11.Влиятельный клиент был на больничном, а потом ушел на пенсию. 12.В вашей компании есть возможности для карьерного роста? 13.Согласно трудовому договору мы можем уволить или сократить неопытных сотрудников, работающих на неполный рабочий день. 14.Этот неопытный сотрудник не выдержал аврала (=плохо работал под давлением) во время испытательного срока и поэтому его понизили в должности и сократили зарплату. 15.Его послужной список и резюме произвели плохое впечатление на менеджера отдела кадров. JOB INTERVIEW ‘It is unfortunate we can’t buy many business executives for what they are worth and sell them for what they think they are worth.’ Malcolm Forbes (1919 – 1990), publisher of Forbes magazine 4. Study and summarize (in English or Russian) the following information about job interviews. First Impressions The first impression you make on the interviewer can decide the rest of the interview. It is important that you introduce yourself, shake hands, and be friendly and polite. The first question is often a ‘breaking the ice’ type of question. Don’t be surprised if the interviewer asks you something like: How are you today? Did you have any trouble finding us? Isn’t this great weather we’re having? This type of question is common because the interviewer wants to put you at ease. The best way to respond is in a short, friendly manner without going into too much detail. Here are some examples of correct responses: Interviewer: How are you today? You: I’m fine, thank you. And you? OR 93 Interviewer: Did you have any trouble finding us? You: No, the office isn’t too difficult to find. OR Interviewer: Isn’t this great weather we’re having? You: Yes, it’s wonderful. I love this time of year. Here are some examples of incorrect responses: Interviewer: How are you today? You: So, so. I’m rather nervous actually. OR Interviewer: Did you have any trouble finding us? You: As a matter of fact it was very difficult. I missed the exit and had to return via the highway. I was afraid I was going to be late for the interview. OR Interviewer: Isn’t this great weather we’re having? You: Yes, it’s wonderful. I can remember this time last year. Wasn’t it awful! I thought it would never stop raining! Getting Down to Business Once the pleasant beginnings have finished, it’s time to begin the real interview. Here are a number of the most common questions that are asked during the interview. There are two examples of excellent replies given for each question. Following the examples, you will find a comment describing the type of question and important things to remember when answering that type of question. Interviewer: Tell me about yourself. Candidate: I was born and raised in Milan, Italy. I attended the University of Milan and received my master’s degree in Economics. I have worked for 12 years as a financial consultant in Milan for various companies including Rossi Consultants, Quasar Insurance and Sardi and Sons. I enjoy playing tennis in my free time and learning languages. Candidate: I’ve just graduated from the University of Singapore with a degree in Computers. During the summers, I worked as a systems administrator for a small company to help pay for my education. Comment: This question is meant as an introduction. Do not focus too specifically on any one area. The above question will often be used to help the interviewer choose what he/she would like to ask next. While it is important to give an overall impression of who you are, make sure to concentrate on work related experience. Work related experience should always be the central focus of any interview (work experience is more important than education in most English speaking countries). Interviewer: What type of position are you looking for? Candidate: I’m interested in an entry level position. 94 Candidate: I’m looking for a position in which I can utilize my experience. Candidate: I would like any position for which I qualify. Comment: You should be willing to take an entry level position in an English speaking company as most of these companies expect non-nationals to begin with such a position. In the United States, most companies provide many opportunities for growth, so don’t be afraid to start from the beginning! Interviewer: Are you interested in a full-time or part-time position? Candidate: I am more interested in a full-time position. However, I would also consider a part-time position. Comment: Make sure to leave open as many possibilities as possible. Say you are willing to take any job, once the job has been offered you can always refuse if the job does not appeal to you. Interviewer: Can you tell me about your responsibilities at your last job? Candidate: I advised customers on financial matters. After I consulted the customer, I completed a customer inquiry form and catalogued the information in our database. I then collaborated with colleagues to prepare the best possible package for the client. The clients were then presented with a summarized report on their financial activities that I formulated on a quarterly basis. Comment: Notice the amount of detail necessary when you are talking about your experience. One of the most common mistakes made by foreigners when discussing their former employment is to speak too generally. The employer wants to know exactly what you did and how you did it; the more detail you can give the more the interviewer knows that you understand the type of work. Remember to vary your vocabulary when talking about your responsibilities. Also, do not begin every sentence with “I”. Use the passive voice, or an introductory clause to help you add variety to your presentation. Interviewer: What is your greatest strength? Candidate: I work well under pressure. When there is a deadline, I can focus on the task at hand (=current project) and structure my work schedule well. I remember one week when I had to get 6 new customer reports out by Friday at 5. I finished all the reports ahead of time without having to work overtime. Candidate: I am an excellent communicator. People trust me and come to me for advice. One afternoon, my colleague was involved with a troublesome customer who felt he was not being served well. I made the customer a cup of coffee and invited both my colleague and the client to my desk where we solved the problem together. Candidate: I am a trouble shooter. When there was a problem at my last job, the manager would always ask me to solve it. Last summer, the LAN server at work crashed. The manager was desperate and called me in (=requested my help) to get the LAN back online. After taking a look at the daily backup, I 95 detected the problem and the LAN was up and running (=working) within the hour. Comment: This is not the time to be modest! Be confident and always give examples. Examples show that you are not only repeating words you have learned, but actually do possess that strength. Interviewer: What is your greatest weakness? Candidate: I am overzealous (=work too hard) and become nervous when my coworkers are not pulling their weight (=doing their job). However, I am aware of this problem, and before I say anything to anyone, I ask myself why the colleague is having difficulties. Candidate: I tend to spend too much time making sure the customer is satisfied. However, I began setting time-limits for myself if I noticed this happening. Comment: This is a difficult question. You need to mention a weakness that is actually a strength. Make sure that you always mention how you try to improve the weakness. Interviewer: Why do you want to work for Smith and Sons? Candidate: After following your firm’s progress for the last 3 years, I am convinced that Smith and Sons are becoming one of the market leaders and I would like to be part of the team. Candidate: I am impressed by the quality of your products. I am sure that I would be a convincing salesman because I truly believe that the Atomizer is the best product on the market today. Comment: Prepare yourself for this question by becoming informed about the company. The more detail you can give, the better you show the interviewer that you understand the company. Interviewer: When can you begin? Candidate: Immediately. Candidate: As soon as you would like me to begin. Comment: Show your willingness to work! (From www.bogglesworldesl.com) 5. Imagine you have been invited for an interview. Here are some typical questions you can be asked. Think them over beforehand and prepare your answers. 1. Say a few words about yourself. 2. Why did you apply for this job? 3. What do you think your strengths and weaknesses are? 4. We have a lot of applicants for this job, why should we employ you? 5. What has been your most valuable work experience? 96 6. How would you describe your personality? 7. When did you last lose your temper? Describe what happened? 8. What is more important to you: status or money? 9. What do you consider a fair salary? 10.How long do you think you’d stay with us if you were employed? 11. What don’t you like about your current position? 12. Why do you want to leave your present job? 13. What makes you think you’d enjoy working for us? 14. Are you an ambitious person? 15. What are you most proud of having done in your present job? 16. What was the worst problem you have had in your present job and you solved it? 17. What is your worst fault and what is your best quality? 18. Don’t you think you’re a bit young/old for this job? 19. What are your long-term goals? 20. Describe your ideal boss. 21. How would you rate your present boss? 22. How do you feel about business trips? 23. How good are your computer skills? 24. What are your language skills like? 25. Do you have any questions? 6. Role-play. Fill in the forms below with information about a fictitious person or fictitious job. Act either an employer or an employee. Mingle with other students and interview or be interviewed for the job. Job applicants should try to find jobs and employers should find appropriate employees. The employers must hire someone, even if no candidate is ideal. Job Description Name of company Position offered Salary Job responsibilities Qualifications required Experience required Further comments 97 Sample questions for employers: - What is your qualification? / What qualification have you got? - Have you got any work experience (in this field)? - How long have you worked for your previous employer? - What were your responsibilities in your previous job? - Do you have any references from your previous employers? Curriculum Vitae Name Date of birth Address Telephone Marital status Education and qualifications From: To: Work Experience From: Employer: Employer: Responsibilities: Responsibilities: To: Interests: References: Sample questions for applicants: - What are the responsibilities in this job? - What qualifications are required for this job? - What positions are vacant in your company? - What is the salary? / How much will I get in this job/position? - Do I need to have any experience? 7. Discuss the following questions. 1. If you could choose any job in the world, what would you choose? Why? 2. Can you think of any jobs that you would particularly hate to do? Why? 3. Which of the following statements do you agree with? - Men and women are both equally capable of doing any job. - There are a number of jobs that women are naturally better suited to than men. 98 - There are a number of jobs that men are naturally better suited to than women. 4. Look at these factors to do with the quality of a job. Which do you think are very important, quite important, not very important or not important at all? Put the factors in order of priority for you starting with the most important one. Compare with other students. - level of stress - hours/ flexible working hours - how much responsibility you have - your colleagues - how much holiday you get - physical conditions of the work place - salary - how much variety there is - opportunity to be creative and innovative - good relation with boss - job security - travelling distance (from home to work) APPLYING-FOR-A-JOB CORRESPONDENCE 8. Study the information concerning applying-for-a-job correspondence. Pay special attention to ready-to-use model sentences for your letters. Letters of application Opening Generally, the terms vacancy, post, or appointment are used instead of the word job in applications. When replying to a job advertisement, as with most correspondence, it is best simply to state what you are doing, and give a date or reference. - I would like to apply for the post of Programmer advertised in this month's edition of Computers. - I am writing concerning your advertisement in the Guardian of 12 May for a bilingual secretary to work in your Export Department. - I am answering your advertisement for the post of bank trainee, which appeared in yesterday’s Times. If the advertisement is not clear about how you should apply for the job, it is better to phone the Personnel Department of the company to find out. Remember to quote any reference numbers or job titles that are mentioned in the advertisement. For unsolicited applications, i.e. applying for a job which has not been advertised, you can open like this: 99 - I am writing to ask if you might have a vacancy in your ______department for a(n) administrative assistant /salesperson / accounts clerk. If someone associated with the company suggested that you write to them, mention this in your opening. - I was recommended by _______ , who is currently working in your company / who has had a long association with your company / who is one of your suppliers, to contact you concerning a possible post in your _______Department. Request for an application form If you are writing to ask for an application form, give some very brief details about yourself then ask for the form. These examples can also be used for unsolicited applications. - I am 23 years old, and have recently graduated from ______with a diploma / degree in _______. (Give the subject, and mention any special topics you studied that are relevant to the post. You can also mention the class of a degree, and any special honours such as a distinction.) - At present I am working for _______, where I am employed as a ______in the _______ Department. Closing There is no need to give any more information at this stage, so you can close the letter: - Please could you send me an application form and any other relevant details? - I would be grateful if you could send me an application form. If you need any further details, please contact me at the above address / email address. Application forms and CVs When you receive an application form, always read it through carefully so that you know exactly what information is required. It is a good idea to photocopy it, complete the photocopy, and when you are happy with it, copy the information onto the actual form. Some companies prefer a curriculum vitae, usually called a CV (resume in American English), which is your personal and working history. Application forms and CVs may be e-mailed, faxed, or sent by post. Covering letters You may need to send a covering letter with an application form or CV. If you do, it should briefly explain points that might not be clear. You could also give further details to stress your suitability for the post. 100 Opening If the company has sent an application form, remember to thank them. If you are enclosing а CV, mention it at the beginning of the letter. - Thank you for your letter of ________and the application form for the post of _____. I enclose the completed form / my CV. Body of the letter Your covering letter should be short. If you need to develop or emphasize any points, do so briefly and simply. - You will see that I graduated from _____University / College in 20—, where I gained a ______degree /diploma /certificate in _____. (Mention any parts of your studies relevant to the post.) During my employment with _______my work was specifically concerned with ________. (Mention work relevant to the post you are applying for.) Reasons for leaving a job If you need to explain why you left a job, it is best to sound positive. Never say that you wanted a better salary or conditions. You should not say you were bored with your job, and never criticize the company you worked for, their products or services, or your colleagues. Explanations for leaving a company could include the following: - I left (old employer) because (new employer) offered me a chance to use my (languages, it training, etc.). - I was offered a chance to join (company) where there was an opportunity for further training and experience in _______. - I was offered the post of Senior Technician by (company) in (date), and therefore left (company) in order to... - I joined (company) in (date) as part of their new Eastern Europe sales team. This was an excellent opportunity to... Previous experience Most application forms give some space to describe previous work experience, e.g. what your duties and responsibilities were. Here you have a chance to highlight your achievements, e.g. any special responsibilities or projects you undertook, changes you made, or schemes you introduced. - While l was a Team Leader at (company), I supervised a team of six technicians and introduced new quality control procedures which resulted in... - During my time at (company), I was responsible for marketing software services. A large part of this role involved successfully implementing change in the... - During my time at (company), I studied part-time for an MBA, which I completed in 20—. Since then I have gained more management experience in... 101 - As part of my degree course in Business Studies, I worked for three months in the Data Processing Department of a large computer corporation where I gained experience in... Reasons for applying All prospective employers will want to know why you are applying for a specific job. This not only means explaining why you want the job, but why you think your particular skills and experience would be valuable to the company. - I am particularly interested in the post as I could apply my previous experience in (area of work). - I am sure I would be successful in this post as I have the skills and experience you describe, as well as... - I believe my background in (area of work) equips me for the post you advertise, especially my recent experience of (specialist area, e.g. project management, website development). - I have some experience of (area of work), and am enthusiastic about developing a career in this field. Closing At the end of the letter, offer to supply more information if necessary. - Look forward to hearing from you. However, if there is any further information you require in the meantime, please let me know. - Please let me know if there are any other details you need. Meanwhile, I look forward to hearing from you. - I would be happy to discuss with you at interview how my skills and experience could be used to your advantage. 9. Study and translate the samples of applying-for-a-job correspondence below. Unsolicited letter Notice in this letter how the applicant first mentions how he knows of Mitchell Hill (a merchant bank), gives brief details of his education and experience, and then refers to his current employers, who approve of staff spending time abroad. Finally, he tells Mitchell Hill why he wants to join them temporarily and asks for an application form. Of course, he could also include a CV with the letter, but in this case, he knows that company practice is to send application forms. After studying the unsolicited letter below, answer the questions. 1. How did Marcus Bauer hear about Mitchell Hill? 2. What is his present post, and what does he do? 3. What are his qualifications? 4. Why do you think his bank encourages employees to work abroad? 5. What does he want Mitchell Hill to send him? 102 Furstenberg 78 D-30000 Hanover 71 Germany 21 June 2014 Mr John Brown Manager Mitchell Hill PLC 11-15 Montague Street London EC15DN Dear Mr Brown I am writing to you on the recommendation of David McLean, Assistant Manager in your Securities Department. We met last month on a course in Hanover, and he suggested that I should contact your company and mention his name. He told me that you often employ people from other countries on one-year temporary contracts, and I am writing to enquire about the possibility of such a post. I am at present employed by the International Bank in Hanover, in their Securities Department. I have worked here since 2006, when I graduated from the University of Munich with a degree in Economics. In my present position as Assistant to Wolfgang Lugers, Director of the Securities Department, I deal with a wide range of investments from companies throughout Europe, buying shares and bonds for them on a worldwide basis. As well as speaking fluent English, I also have a good working knowledge of French. I would like to spend a year in the UK to gain further experience in securities investment with a British bank, and believe that my experience, training, and language skills would prove useful to your organization. My employer encourages all its staff to spend a year abroad and Mr Lugers would be willing to give you a reference. I would be grateful if you could send me an application form and further information about the posts currently available. If you need any further information, I can be contacted by email on bauernm@mail.de or telephone on 49 511506941. Yours sincerely Marcus Bauer Marcus Bauer 103 Application form 104 Covering letter In this example, notice that the applicant starts by referring to the job advertisement. She then goes on to expand on her present duties and give other information that she feels is relevant to the post. She also explains why she is applying for this particular vacancy. If, on her CV, she gives her current employers as referees, she could mention that she would prefer International Computing Services not to approach them until after an interview. 35 Westland Road Kingston UK 18 June 2013 Mrs J. Hastings Personnel Officer International Computing Services PLC City Road London EX4HU Your Ref: KH 305/9 Dear Mrs Hastings I would like to apply for the vacancy advertised in the Guardian on 16 June for a Personal Assistant to the Sales Director. As you will see from my CV, I am currently Personal Assistant to the Sales Manager of a small engineering company. In addition to the day-to-day administration work, I represent the Sales Manager on some occasions and am delegated to take certain policy decisions in his absence. I speak good French and Italian, and use both languages in the course of my work. I am particularly interested in this post as I would like to become more involved with an IT organization and am very familiar with many of your software products. If there is any further information you require, please contact me. I look forward to hearing from you. Yours sincerely Carol Brice Carol Brice (Ms) Enc. CV 105 CURRICULUM VITAE (RESUME) A Curriculum Vitae or CV is a summary of your working history, the skills and experiences you have gained during the course of it. A good CV should: 1. attract attention, 2. create a positive impression, 3. present your skills and qualities clearly and concisely. The purpose of a CV is to tell your prospective employer why you should be hired. Consider it as your personal marketing instrument. A good CV will help you open the door to a job interview. CV Writing Tips As you write your CV keep in mind the following: - use concise language, - minimize or omit everything which is irrelevant, - select and order the major categories so that the most relevant information is placed near the top of your CV where it will draw the reader’s special attention, - your CV must be free of spelling and grammar mistakes, - have your CV critiqued by an experienced person, - print your CV on white paper. A CV is essential if you’re applying for a new job or for promotion within your own company. Some information might be given in your CV, some in your letter of application. There are no fixed international rules about this: different countries have different practices. 106 10. Now work in pairs. Decide whether you in your country and in your line of business would normally give the information below in a) a CV or Resume? b) a Letter of Application? c) an Application Form? 1. Your name, address and telephone number 2. Your marital status 3. Name and address of present (or last) employer 4. Your hobbies and leisure interests 5. Sports you play 6. Details of all jobs you have had 7. Languages you speak, read or write 8. Details of the examinations you passed at school 9. Details of professional diplomas or degrees you have gained 10.Details of training courses you have attended 11.Details of your achievements and responsibilities in your working career 12.Your suitability for the job advertised 13.Your reasons for applying for this job 14.When you are available for an interview 15.Details of your present (or last) job 16.Your current (or last) salary 17.Salary you would expect to receive 18.Names and addresses of two or three referees What other information would you provide? Which of the information would you not give at all? There are a number of ways of presenting information in a CV. Traditionally, the sequence was name, address, contact details, marital status, education, qualifications, work experience, referees, and interests. However, it is now more common to begin with brief personal details, followed by a short profile or description of yourself (sometimes also called a career summary). After that, the most important information is recent employment history, and skills and qualifications. In the interests of completeness, you should account for all years since leaving school, but if the information is irrelevant to the position you are applying for or is some years old, you should summarize it as briefly as possible. These days, it is generally unnecessary to mention marital status, children, age, health, or current salary unless specifically asked to do so, but this will vary according to the law and custom in different countries. Here is a typical CV for an experienced professional. 107 Wendy Benson Address Telephone Email 48 Danbury Road London UK 01494665093 bensonw@amc.co.uk Profile - A highly competent qualitative and quantitative market researcher with wide experience in advertising, market research companies, government research, and production and retail organizations in the UK and overseas. - Highly numerate, with excellent communication skills. - Analytical, innovative, self-motivating, confident. - Able to lead or to work as part of a team. - Welcomes new challenges, especially if they involve implementing and developing schemes. - Experienced trainer and facilitator. - Fluent in French and German. - Computer literate. Employment 2002-present Department of Employment Senior Market Research Officer. Responsible for planning and implementing research on future government manpower requirements; formulated marketing strategies; conducted customer care study; set up database for labour-force survey. Organized statistical training courses for government staff at all levels. Responsible for a team of six market researchers. Universal Advertising PLC Assistant Director, Research and Planning Department. Responsible for trade and consumer research; market information systems; market forecasting; trade and consumer analysis of existing and new business for marketing and sales departments. Managed two members of staff. MMBC Associates Market Researcher. Involved in research on products and data relating to the retail food and beverage market. 1995-2002 1991-1995 Qualifications MBA, Open University (part-time) Diploma of Institute of Statisticians BSc.(Mathematics and Statistics), University College, London Publications See list attached. 108 1995 1991 1990 11. Below there is a typical CV for a recent graduate. Study and translate it, then answer the following questions: 1. 2. 3. 4. 5. 6. Where did Melinda study environmental problems? What did she do while she was in Germany? Who is Dr Martina Gordon? What do you think Melinda’s main interest is? Where did Melinda graduate from? What commercial experience has she had? Melinda Brown Date of birth: Address: Tel.: Email: 13 March 1985 22 Victoria Road, Oxford, UK 0123456 mbrown@interserve.net.uk Profile A highly-motivated, well-travelled, and creative graduate with practical work experience in both sales and TEFL teaching. A 4month postgraduate residency at the Biosphere 2 Center, Arizona, has given me wide-ranging knowledge of, and insight into, environmental problems and ways of presenting them to the public. Education 1991 - 2001 King Edward’s School, Oxford 0 Levels: Art, Biology, Chemistry, English, French, Geography, History, Maths, Spanish A levels: Art A Environmental Studies A Chemistry B Spanish B 2001 - 2003 July, 2003 Leeds Metropolitan University BA (Honours) in Environmental Studies Academy School of English, Leeds Cert CELTA April –July, 2002 Weekend sales assistant. Kings Norton Garden Centre, Oxford January 2004May 2007 TEFL tutor, Berlin School of English, Berlin, Germany Work experience 109 Other information September – December, 2008 May 15-16, 2009 4-month residency at the Biosphere 2 Center, Arizona, USA June 20-24, 2010 Co-presented ‘Time microscope’ at the Covent Garden Flower Festival. An installation which explored different ways of presenting information about the natural world. Co-presented ‘No smoke...’ at the Bretton Hall Sculpture Park, University of Leeds. An installation which explored the environmental implications of major forest fires, both natural and man-made. Interests My main interest outside work, although related to it, is travel. In 1999 I took part in a school expedition to the High Atlas mountains in Morocco, and produced a video of the trip. In my gap year I travelled extensively in South America, again documenting the trip by means of sketchbooks and video. I also enjoy World Music, particularly that from countries I have visited, and play the oud (Moroccan lute). References Prof. T.N. Fagin Department of Environmental Studies Leeds Metropolitan University Leeds UK Dr Martina Gordon Principal Berlin School of English Floribundastr., 14 Berlin Germany 12. Action Verbs for CV. Read the words in the table below. They are often used in a CV to make it more persuasive. Choose the ones you can use to describe your duties and responsibilities. Make up phrases with them. E.g. administered the project ‘Oil Rigs of the Future’; conducted customer study. accomplish achieve administer advise analyze arrange assist build calculate chair collaborate compile conduct construct consult create demonstrate design develop devise direct edit establish evaluate examine expand facilitate formulate generate head identify implement improve increase initiate innovate 110 instruct integrate launch maintain monitor negotiate organize perform plan prepare present process produce promote propose provide publish represent research restore review solve supervise upgrade Accepting a post Letters confirming that you accept a post can be brief, as long as they cover all the relevant points. - Thank you for your letter of 23 December 20— offering me the post of_______. I am delighted to accept. I look forward to seeing you at 09.00, on Monday 10 January. As requested, I enclose one signed copy of the contract of employment. - I am returning a signed copy of the contract of employment, which you sent me with your letter of 15 February. I confirm that I will be able to begin work on Monday 9 March at 08.00, and look forward to seeing you then. - Thank you for offering me the temporary position of trainee in your bank, starting on Monday 14 November. I have read the Staff Handbook and the relevant details concerning traineeships, and accept the conditions of employment. 25 Victoria Road Birmingham UK 27 July 2013 Anne Levin L.B. Richman Associates 27-29 Moore Park Road Peterborough UK Your Ref: KH 305/9 Dear Ms Levin I am very pleased to accept your offer of the post of senior lawyer, starting on 15 August 2013. As requested, I enclose a signed copy of my contract of employment. I look forward to meeting you. Yours sincerely Adam Hall Adam Hall Enc. Contract of employment 111 1. 2. 3. 4. 5. 6. 7. NB for Russian CV writers В русском языке принято писать Петрова Ольга Ивановна. В английском же языке правило написания имени следующее: сначала пишется имя, затем первая буква отчества, а затем фамилия. Т.е. на английском языке Петрова Ольга Ивановна должно быть записано так: Olga I. Petrova. Есть два варианта заполнения раздела Objective (цель, т.е. должность, на которую претендуете): a) краткий вариант – просто указываете должность, на которую претендуете. Objective: Sales Manager – Цель: менеджер по продажам. b) в одном предложении написать то, что бы вы хотели сделать для той компании, в которую Вы посылаете резюме, и в какой должности. Objective: To contribute outstanding skills to achieving your company’s goals as a sales manager – Цель: работать на благо Вашей компании, используя все свои выдающиеся способности менеджера по продажам. Если раздела Objective в резюме нет, то оно прилагается к сопроводительному письму (Covering Letter), в котором содержится просьба о приеме на работу и указывается желаемая должность. При указании периода времени (July 2010 – March 2012) помните: название месяца пишется с заглавной буквы. После цифр, обозначающих год, никаких букв, аналогичных нашей “г.” не пишется. Все слова в названии должности, названия подразделения, названии компании в английском языке пишутся с большой буквы: Administrative Assistant; Sales Department. Перед названием города никаких букв, аналогичных нашей “г.”, не пишется: г.Уфа - Ufa. В разделе образование (Education) сначала необходимо указать высшие учебные заведения, затем дополнительные курсы, курсы повышения квалификации. Например: Master of Science in Networking, Networking Faculty, Moscow State University, Moscow, Russia, 2013. Сначала указываем степень и специальность – Master of Science in Networking (магистр наук в области компьютерных сетей). Или Bachelor in … (бакалавр в …). Далее факультет – Networking Faculty. Далее ВУЗ – Moscow State University. Затем город – Moscow. Затем страну – Russia. Если Вы посылаете резюме в компанию, находящуюся в вашей стране, то страну можно и не указывать, а если в компанию, которая находится в иностранном государстве, то рекомендуется указать. В заключение необходимо указать год окончания учебного заведения, в примере – 2013. Как правильно перевести название своего ВУЗа и факультета? Обычно, на сайтах крупных вузов всегда имеется и русская, и английская версии. В английской версии всегда переведено название учебного заведения и названия факультетов. В раздел Education можно добавить подраздел Extra-curricular activities (Внеучебная деятельность), где можно перечислить свои увлечения, 112 участие в общественной, научной, спортивной жизни ВУЗа. Обычно эти сведения указывают студенты или выпускники, которым больше нечем заполнить свое резюме. 8. В разделе Skills (умения и навыки) или Qualifications (квалификация, подготовленность, профессионализм) можно указать уровень владения офисными программами: Skills: Microsoft Office (Word, Excel), 1C, Outlook Express, Photoshop. 9. В разделе Languages (знание языков) кроме указания тех языков, которые Вы знаете, желательно указать уровень владения языком: native Russian – родной язык – русский fluent English – свободный, беглый английский advanced English – продвинутый уровень английского good French – хороший уровень французского intermediate German – средний уровень немецкого working knowledge of English – могу читать и говорить по-английски, но не свободно basic knowledge – базовый уровень, могу читать со словарем beginning Spanish – начальный испанский 10.В разделе References (рекомендации) если Вы не желаете пока указывать конкретных людей, то пишется стандартная фраза: References are available upon request – Рекомендации предоставлю по запросу. 13. Now you practice writing your own CV, covering and unsolicited letters, and a letter accepting the post. 113 MAKING PRESENTATIONS ‘The best way to sound like you know what you’re talking about is to know what you’re talking about.’ Author Unknown 1. Answer the questions. 1. When and why do people give presentations? What do they usually make presentations about? 2. Have you ever had to give presentations? Were they in English or in Russian? 3. What is the most difficult thing about giving presentations? 2. Which of these suggestions do you agree with? To make an effective presentation, you should: 1. find out as much as possible about your audience. 2. introduce yourself (name, position, company). 3. start with a joke. 4. outline the structure of your talk. 5. vary the tone of your voice. 6. refer to your notes as often as possible. 7. use clear visual aids. 8. summarise your main points. 3. A company boss is presenting his company to potential investors. The presenter does not follow the usual tips for presentations and irritates the investors. Match the tips 1 to 6 that the presenter does not follow with the audience’s reactions a) to f). Presentation tips Audience’s reactions 1. Find out about your audience and adapt your presentation accordingly. 2. Introduce yourself. 3. Use humour carefully. 4. Outline the structure of your talk. 5. Vary the tone of your voice. 6. Use clear visual aids. a) This is no time for jokes. b) Is he still in his introduction or is he on to the main part? c) He’s talking to us as if we were his customers, not potential investors. d) His slides contain too much information – all those boring figures! e) Who is this guy anyway? f) I’m falling asleep. He talks in the same tone the whole time. 114 4. Study the information below about the main principles of a successful presentation. If you want your audience to understand your message, your language must be simple and clear. Use short words and short sentences. In general, talk about concrete facts rather than abstract ideas. Most presentations are divided into 3 main parts (+ questions): 1 INTRODUCTION 2 BODY 3 CONCLUSION (Questions) Questions As a general rule in communication, repetition is valuable. In presentations, there is a golden rule about repetition: - say what you are going to say, - say it, - then say what you have just said. In other words, use the three parts of your presentation to reinforce your message. In the introduction, you tell your audience what your message is going to be. In the body, you tell your audience your real message. In the conclusion, you summarize what your message was. Introduction The introduction is a very important - perhaps the most important - part of your presentation. This is the first impression that your audience has of you. You should use the introduction to: - welcome your audience, - introduce yourself, - introduce your subject, - outline the structure of your presentation, - give instructions about questions. 115 The following table shows examples of language for each of these functions. Function 1. Welcoming your audience - 2. Introducing yourself 3. Introducing your subject - 4. Outlining the structure of your presentation 5. Giving instructions about questions - Possible language Good morning, ladies and gentlemen. Good morning and welcome to (name of company, name of conference hall, hotel, etc.). Thank you all very much for coming today. I hope you all had a pleasant journey here today. My name is Mark Watson and I am responsible for … . My name is Mark Watson from (name of company), where I am responsible for … . Let me introduce myself; my name is Mark Watson and I am responsible for … . The purpose of today’s presentation is to … . The purpose of my presentation today is to … . In today’s presentation I’d like to … (show you … . / explain to you how … .) In today’s presentation I’m hoping to … (give you an update on… / give you an overview of … .) In today’s presentation I’m planning to …( look at … . / explain … .) I am going to talk today about... In today’s presentation I’m hoping to cover three points: firstly, … , after that we will look at … , and finally I’ll… . In today’s presentation I’d like to cover three points:… Firstly, … , secondly … , and finally … . To start with...later...to finish up... Do feel free to interrupt me if you have any questions. I’ll try to answer all of your questions after the presentation. I plan to keep some time for questions after the presentation. If you have any questions you’d like to ask, please leave them until the end, when I’ll be happy to answer them. If there are any questions you’d like to ask, please leave them until the end, when I’ll do my best to answer them. There will be time for questions at the end of the presentation. I’d be grateful if you could ask your questions after the presentation. Body The body is the ‘real’ presentation. If the introduction was well prepared and delivered, you will now be ‘in control’. You will be relaxed and confident. 116 The body should be well structured, divided up logically, with plenty of carefully spaced visuals. Remember these key points while delivering the body of your presentation: - do not hurry - be enthusiastic - give time on visuals - maintain eye contact - modulate your voice - look friendly - keep to your structure - use your notes - signpost throughout - remain polite when dealing with difficult questions You may find the following phases useful: Finishing one subject... ...and starting another Giving an example - Well, I’ve told you about... - That’s all I have to say about... - We’ve looked at... - So much for... - Now we’ll move on to... - Let me turn now to... - Next... - Turning to... - I’d like now to discuss... - Let’s look now at... - For example,... - A good example of this is... - As an illustration,... - To give you an example,... - To illustrate this point... Language for using visuals Introducing your visual to the audience Explaining why the visual is important This graph shows you… Take a look at this… If you look at this, you will see… I’d like you to look at this… This chart illustrates the figures… This graph gives you a break down of… As you can see… This clearly shows … From this, we can understand how / why… - This area of the chart is interesting…. - 117 Conclusion Use the conclusion to: - sum up, - (give recommendations if appropriate), - thank your audience, - invite questions. The following table shows examples of language for each of these functions. Function 1. Summing up - 2. Giving recommendations - 3. Thanking your audience - 4. Inviting questions - Possible language To conclude,... In conclusion,... Now, to sum up... So let me summarise what I’ve said. Finally, may I remind you of some of the main points we’ve considered. In conclusion, my recommendations are... I therefore suggest/propose/recommend the following strategy. Many thanks for your attention. May I thank you all for being such an attentive audience. That brings me to the end of my presentation. Thank you for your attention. Now I’ll try to answer any questions you may have. Can I answer any questions? Are there any questions? Do you have any questions? Are there any final questions? Handling questions It’s useful to re-word the question, as you can check that you have understood the question and you can give yourself some time to think of an answer. By asking the question again you also make sure that other people in the audience understand the question. - Thank you. So you would like further clarification on our strategy? - That’s an interesting question. How are we going to get voluntary redundancy? - Thank you for asking. What is our plan for next year? After you have answered your question, check that the person who asked you is happy with the answer. - Does this answer your question? - Do you follow what I am saying? - I hope this explains the situation for you. - I hope this was what you wanted to hear! 118 If you don’t know the answer to a question, say you don’t know. It’s better to admit to not knowing something than to guess and maybe get it wrong. You can say something like: - That’s an interesting question. I don’t actually know off the top of my head, but I’ll try to get back to you later with an answer. - I’m afraid I’m unable to answer that at the moment. Perhaps I can get back to you later. - Good question. I really don’t know! What do you think? - That’s a very good question. However, we don’t have any figures on that, so I can’t give you an accurate answer. - Unfortunately, I’m not the best person to answer that. What can you say if things go wrong? You think you’ve lost your audience? Rephrase what you have said: - Let me just say that in another way. - Perhaps I can rephrase that. - Put another way, this means… - What I mean to say is… Can’t remember the word? If it’s a difficult word for you – one that you often forget, or one that you have difficulty pronouncing – you should write it on your index card. Pause briefly, look down at your index card and say the word. Using your voice Don’t speak in a flat monotone – this will bore your audience. By varying your speed and tone, you will be able to keep your audience’s attention. Practise emphasizing key words and pause in the right places – usually in between ideas in a sentence. For example: "The first strategy involves getting to know our market (pause) and finding out what they want. (pause) Customer surveys (pause) as well as staff training (pause) will help us do this." Don’t forget – if you speak too fast you will lose your audience! 119 5. Now study the text of the presentation about Tara Fashions. a) Answer the questions that follow the text. b) Analyse the structure of the presentation. c) Note the ‘presentation vocabulary’ the speaker uses and define its function. Good morning, everyone. Thanks for coming to my presentation. My name’s Marta Rodriguez. I’m Personnel Director of Tara Fashions. I’m going to talk to you today about our company. First, I’ll give you some basic information about Tara Fashions. Then I’ll talk about our overseas stores. After that I’ll outline the strengths of the company. Next I’ll talk about career opportunities with Tara. And finally I’ll mention our future plans. I’ll be pleased to answer any questions at the end of my talk. Let me start with some basic facts about Tara. The company started in 1978. We are a family-owned business and our head office is in Cordoba, Spain. We sell clothes for men and women, and our customers are mainly fashion-conscious people aged 20 to 35. We have 15 stores in Spain. All of the stores are very profitable. Right, those are the basic facts. Let me add a few figures. We have an annual turnover of about €260 million. Our net profits last year were approximately €16 million. We have a workforce of just over 2,000 employees. So those are the numbers. Now about our overseas stores. We have 4 large stores in France and another 10 in other European countries. We are planning to open 5 new stores next year. What are our strengths? We keep up with fashion trends. If we spot a trend, we can bring out a new design in 15 days. And we get it to the stores very quickly. We deliver to stores twice a week. And we sell our designs at the right price. OK, now what about career opportunities? It’s quite simple. If you are ambitious and fashion-conscious, we have opportunities in all areas of our business. We will welcome you with open arms. Finally, a few words about our new project. We are planning to open a new store in New York next year on Fifth Avenue. This will give us a foothold in the US market. We’re very excited about this new development. Well, thanks very much for listening to my talk. Are there any questions? (From Market Leader Business English) 1. What’s Marta Rodriguez’s position in the company? 2. What is Marta’s presentation about? 3. When did the company start? 4. Is Tara Fashions a joint-stock company? 5. Where is the company’s head office situated? 6. What does Tara Fashions sell? 7. Who are the company’s customers? 8. What is the company’s annual turnover? 9. What are the company’s net profits? 10. How many people work for Tara Fashions? 120 11. How many stores does Tara Fashions have in Spain? In other European cities? 12.What are the company’s strengths? 13.What are the company’s future plans? 6. Three human resources directors make presentations about their companies at a business school recruitment day. You are one of the HR directors. Use the notes below to make a presentation about your company. Head office Activities Customers Annual turnover Annual net profits Operations Strengths Futuropolis Austro Insurance Parks Toulouse, France Vienna, Austria Theme parks All insurance about the future products: life, property, car, etc. Atlanta, Georgia Everything from food to clothing and furniture Europeans, mainly middle class families with children aged 5 to 15 € 1 billion Businesses and Consumers of all consumers around the classes, all incomes world €11 billion € 250 billion € 250 million €1.5 billion €7 billion 2 parks in France, 1 each in Spain, Italy and Germany Thousands of brokers (= independent insurance sellers) in Europe, the US and Asia Insurance has seen 10% growth a year over last 10 years. Growth set to continue 200 stores in the USA, 55 in Europe, 30 in Latin America, 20 in Asia Good future for leisure industry in general, especially theme parks Future plans Opening a park in Florida next year - Englishspeaking managers needed. Great career prospects! Developing Latin American activities – Spanish- and Portuguese-speaking managers required. Great career prospects! 121 Smart-mart Stores Very low prices – other stores find it very hard to compete. 10-15% annual growth expected to continue Developing further in Asia, especially China. Chinese- and English-speaking managers required. Great career prospects! 7. Trade Conference. There going to be an Annual World Trade Conference in London next week. The CEO of your company wants you to attend the conference and attract potential investors from abroad to your company. Prepare a presentation about your company and give it to your fellow students (who act as investors). At the end of ‘the conference’ ‘investors’ are to choose a company they would like to invest in. ‘Investors’ should justify their choice. You can make a presentation about the company you really work in or choose any existing company you like. NEGOTIATIONS ‘During a negotiation, it would be wise not to take anything personally. If you leave personalities out of it, you will be able to see opportunities more objectively.’ Brian Koslow, prominent American businessman 1. Study the information below and answer the questions which follow it. 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. Even before we accept our first jobs, or begin our careers, we all learn how to negotiate. For one person it begins with the negotiation of an allowance with a parent. For another it involves negotiating a television schedule with a sibling. Some people are naturally stronger negotiators, and are capable of getting their needs met more easily than others. Without the ability to negotiate, people break off relationships, quit jobs, or deliberately avoid conflict and uncomfortable situations. 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. - Have you ever had to negotiate for anything in your life? - Did you get what your wanted or did you agree on a compromise? - How did you feel when negotiating? 122 Negotiating Across Cultures 2. Work in groups of four. You are each going to read an article (taken from the FINANCIAL TIMES) about a different negotiating style. Choose either Article A or B, or Article C or D below. Before you read, match the words from your article with their definitions. Then, as one group, answer the questions in ex. 3. Article A 1. tactics 2. make compromises 3. consistency a) be flexible b) not changing your opinion or attitude c) the methods you use to get what you want Negotiations are demanding and may become emotional. You may find your Russian negotiator banging his or her fist on the table or leaving the room. Accept such tactics with patience and calmness. They are designed to make it difficult for you to concentrate. Russian negotiating teams are often made up of experienced managers whose style can be like a game of chess, with moves planned in advance. Wanting to make compromises may be seen as a sign of weakness. Distinguish between your behaviour inside and outside the negotiations. Impatience, toughness and emotion during the negotiations should be met with calmness, patience and consistency. Outside the negotiating process you can show affection and personal sympathy. Article B 1. small talk 2. protocol 3. manner a) style of behaviour b) polite or social conversation c) the way things are done on official occasions Communicating is a natural talent of Americans. When negotiating partners meet, the emphasis is on small talk and smiling. There is liberal use of a sense of humour that is more direct than it is in the UK. Informality is the rule. Business partners do not use their academic titles on their business cards. Sandwiches and drinks in plastic boxes are served during conferences. This pleasant attitude continues in the negotiation itself. US negotiators usually attach little importance to status, title, formalities and protocol. They communicate in an informal and direct manner on a first-name basis. Their manner is relaxed and casual. The attitude ‘time is money’ has more influence on business communication in the US than it does anywhere else. Developing a personal relationship with the business partner is not as important as getting results. 123 Article C 1. speak your mind 2. place great weight on 3. exploratory phases a) when you find out what the other side wants b) say what you think c) consider very important As well as being formal, negotiations are direct. German managers speak their mind. They place great weight on the clarity of the subject matter and get to the point quickly. Excessive enthusiasm or compliments are rare in German business. You should give a thorough and detailed presentation, with an emphasis on objective information, such as your company’s history, rather than on clever visuals or marketing tricks. Prepare thoroughly before the negotiation and be sure to make your position clear during the opening stage of the talks, as well as during their exploratory phases. Avoid interrupting, unless you have an urgent question about the presentation. Article D 1. counterparts 2. spontaneous ideas 3. put your point across a) unplanned thoughts b) give your opinion c) the people on the other negotiating team At the start of the negotiations you might want to decide whether you need interpreters. You should have documentation available in Spanish. Business cards should carry details in Spanish and English. During the negotiations your counterparts may interrupt each other, or even you. It is quite common in Spain for this to happen in the middle of a sentence. For several people to talk at the same time is accepted in Latin cultures, but is considered rather unusual in Northern Europe. The discussion is likely to be lively. In negotiations, Spanish business people rely on quick thinking and spontaneous ideas rather than careful preparation. It may appear that everybody is trying to put his or her point across at once. That can make negotiations in Spain intense and lengthy, but also enjoyably creative. 3. Work in your groups to answer these questions. A) In which country (Russia, the USA, Germany or Spain): 1. should you start a negotiation with general conversation? 2. do negotiators show strong emotions? 3. is it common for there to be several conversations at the same time during a negotiation? 4. do negotiators focus on results rather than developing relationships? 5. do negotiators plan their tactics carefully? 6. should you not stop someone while they are talking? 7. is it usual for the atmosphere to be relaxed and friendly? 124 8. do negotiators prefer to think of ideas during a negotiation rather than before it starts? 9. do negotiators like to talk about business immediately? 10.should you not give the other side too much as they will not respect you? B) 1. Do you agree with what the articles say? 2.Which of the countries is the nearest to your own country in terms of negotiating behaviour? Why? 4. Study the information about the process of negotiating and summarize it in English or in Russian. Art of Negotiating Negotiating is often referred to as an ‘art’. While some people may be naturally more skillful as negotiators, everyone can learn to negotiate. And, as they often say in business, everything is negotiable. Some techniques and skills that aid people in the negotiating process include: aiming high; visualizing the end results; treating one’s opponent with respect and honesty; preparing ahead of time; exhibiting confidence. Types of negotiating In business, the goal of negotiating parties should always be for mutual gain. This type of win-win negotiation is often called collaborative negotiating. The opposite of collaborative negotiating is called competitive negotiating. The goal of competitive negotiating is for one party to win and the other to lose. Dishonest practices, such as lying, manipulation, intimidation, and bribery are often used in this type of negotiation. Main Principles of Collaborative Negotiating: - Resolve previous conflicts ahead of time; - Deal with issues, not personalities; - Commit to listening more than speaking: the more you know about your counterpart, the more likely you will achieve your goals. You cannot convince someone of something when you do not know anything about them, or what their own needs are. A common mistake is to prepare one’s next question or point while the opponent is speaking. - Establish trust in the onset (=beginning); - Develop a common goal; - Discuss a common enemy; - Take opponent’s views/needs into careful consideration: not only do you want to win this negotiation, you want your opponent to win as well, so that he or she will negotiate with you again in the future. 125 The Negotiation Process Here are a few golden rules to successful negotiations: 1) Always try to negotiate for at least 15 minutes. Any less than that and it is unlikely that either party has had enough time to fairly consider the other side. Generally, the size or seriousness of the negotiation determines the amount of time needed to negotiate it. Setting a time limit is a good idea. Approximately 90% of negotiations get settled in the last 10% of the discussion. 2) Always offer to let the other party speak first. This is especially important if you are the one making a request for something such as a raise. The other party may have overestimated what you are going to ask for and may actually offer more than what you were going to request. 3) Always respect and listen to what your opponent has to say. This is important even if he or she does not extend the same courtesy to you. Do your best to remain calm and pleasant even if the other party is displaying frustration or anger. Remember some people will do anything to intimidate you. 4) Acknowledge what the other party says. Everyone likes to know that what they say is important. If the other party opens first, use it to your advantage, by paraphrasing what you have heard. Repeat their important ideas before you introduce your own stronger ones. 5) Pay attention to your own and your counterpartner’s body language. Make sure that you aren’t conveying any negative body language. Review the chart below to learn how to interpret body language during the negotiations. Body Language Avoiding Eye Contact Serious Eye Contact Touching the face / fidgeting Nodding Shaking the head / turning away Possible meaning Lying Not interested Not telling the whole truth Trying to intimidate Showing anger Nervousness Lack of confidence Submission Agreeing Willing to compromise Frustrated In disbelief Disagreeing with a point 126 Coming to a Close or Settlement There are a number of signals that indicate that negotiations are coming to a close. This may not always mean that an agreement has been reached. In many cases, there are many rounds of negotiations. The preliminary round may uncover the major issues, while subsequent rounds may be needed to discuss and resolve them. Here are some signals of talks coming to a close: A difference of opinion has been significantly reduced. One party suggests signing an agreement. One or both parties indicate that a period of time to pause and reflect is necessary. Beware of last-minute strong-arm tactics. Even if you make the decision to treat your negotiating opponent with honesty and kindness, the other party may not extend you the same respect. Be prepared to stand your ground firmly, yet cordially, especially in the last few minutes of the negotiations. This is the time when manipulative parties may employ certain tactics in order to try to fool you into losing focus or lowering goals and standards. Remember that conflicts are generally resolved in the last few minutes. The theory behind last minute tactics is that one party may be more willing to give in out of fear that all of the concessions or progress made up to that point (perhaps hours or weeks of talks) might be lost. People also get tired or have other commitments that need to be met, such as making an important phone call before another business closes, or picking up children from school. Here are some last minutes tricks that negotiators often use at this time: walking out of the room; offering a short-term bribe; telling you to take it or leave it; giving an ultimatum; abrupt change in tone (used to shock the other party into submission); introducing new requests (used to get you to concede with little thought or consideration); adopting the Mr Nice Guy persona (used to try to make it look like they are doing you a favour in the hope that you will lower your expectations). 5. Study the situation below. What negotiating strategy and rules did Markus use? Markus, a landscaper who has been with the company Landscape Labourers for five years, believes he is underpaid. He also thinks he deserves more seniority over his crew members. Markus’s manager, Louis is also the owner of Landscape Labourers. Though Louis values Markus more than any of his other labourers, he isn’t sure that he can afford to pay him more, especially at this time of year when work is unsteady. 127 It’s finally lunchtime and Markus and Louis meet as planned. Markus offers for Louis to speak first, but Louis declines: Markus: Thanks again for agreeing to meet today. I really appreciate you taking the time during your lunch. Louis: Okay, well, let’s get started. I’d like to resolve this as soon as possible so we can get back to work. Markus: Great. Okay, well, if there’s anything you’d like to say first, please be my guest. Louis: Oh, no, I insist you go first. After all, you’re the one who asked to meet with me. Markus: Very well then. First of all I want you to know that I am fully aware of the challenges you have faced in running this company in the last few years. I understand that the poor weather last year ended up costing you and all of the local landscape companies a lot of money. However, I think you realize that I am unsatisfied with my current salary. I’ve been with Landscape labourers for 5 years now and there have been many other years that were profitable. Despite how much your business has grown, I’m making less than a dollar more than I was the day I started. Louis: You’re lucky to have a job in these times. Markus: Yes, and I’m very thankful that you have employed me all this time, especially during the slow seasons when the company is struggling to make a profit. It means a lot to me to have that stability, which is why I have remained loyal to your company. Louis: You haven’t had much choice but to remain loyal, Markus. There are no jobs out there. Markus: Well if you don’t mind, I’d like to finish what I have to say and then you can let me know what your position is. As a matter of fact, there are a few companies hiring right now in our area. These are not all necessarily companies that I would be interested in working with. For example, you and I both know that I would never want to work for a company such as Powell Designs. I’d much prefer to be associated with a company like Landscape Labourers because we do a good job. Having said that, I took the liberty of calling a few other local companies to find out what type of salary packages they offer to their foremen. Louis: Foremen? I don’t have a foreman. I never have. It’s not my style. Don’t forget, you’re a contract labourer just like the rest of the crew. Markus: Yes, I thank you for bringing that up. Besides deserving a higher salary, one that is competitive with local companies, I also think that I deserve a new title. You and I both know that the crew looks to me as though I am a foreman, even though I don’t have the title. Louis: You don’t have the title, but you also don’t have the responsibility. It’s a lot of work being a foreman. Markus: Exactly. And you can’t say that you haven’t noticed me coming in earlier than the others and leaving later. I also designate jobs to all of the crew 128 members each morning and call suppliers when needs arise. These are duties of a foreman, am I right? Louis: I suppose. But a foreman also helps solve conflicts that arise within a team, and deals with customer complaints. You always pass those things on to me. Markus: I agree with you on that. However, I would be willing to take on these extra responsibilities, should you offer me a foreman position at a rate of $25.00 per hour. Louis: Look, we’re running out of time here and I’ve barely had a bite of my lunch. Markus: I know, and we have a lot of work to get done this afternoon. Louis: Well, I guess we’ll have to settle this at another time. Markus: Actually, I’d really like to get this settled today. I know how busy you are, and it’s not easy to get you to sit down and talk. Louis: (standing up and getting ready to walk out of the room) Well, we’re not getting anywhere. Markus: Please sit down for a few more minutes so we can make a decision. Louis: And what if I don’t? Are you going to quit? Markus: I am a loyal employee, and I believe that it is in the best of both of our interests to have this conflict resolved. This should only take a few more minutes. Louis: Fine. You can be the foreman. I’ll even change the title on your pay stub. But no raise. Markus: I think you and I both know that the raise is more important to me than the title itself. Louis: You know, not very many owners would agree to give a person like you the title of foreman. You don’t even have your proper certification. Markus: You’ve said before that experience means more to you than education. Remember that guy Samuel that you hired. He had a four year diploma in landscape design but had never worked a day out on the fields. You let him go before his probation was up. Louis: Oh, don’t remind me of that kid. Markus: Look, I’d be willing to accept $24.00/hr, if you agree to review my salary again come spring. Louis Fine. I guess that’s fair. You are my best employee, right now at least. Markus: Great, then, you won’t mind changing my status to crew foreman. I won’t disappoint you. Remember, I’m willing to take on the extra duties of a foreman, which will give you more time to find new clients. Louis: Speaking of new clients. I’m expecting an important phone call in ten minutes, so let’s wrap this up. Markus: Well, I think we’ve both agreed on the terms. Can we shake on it? I mean, can I have your word that my new hourly wage will begin at the beginning of next month? (Markus holds out his hand.) 129 Louis: (Louis shakes it.) Okay, Mr Foreman. Get back to work, would you. And, I’ll need you to order all of the supplies for Monday. Markus: Thanks, Louis. I’ll get on that right now. (from www.englishclub.com) 6. Remember some useful phrases and vocabulary used in negotiating. In ex.5 above find examples of ‘negotiating vocabulary’. Opening a meeting Welcoming Directing attention Inviting someone to state their position Hesitating Interrupting Agreeing - Right, can we start? Ladies and Gentlemen, are we ready to begin? Ok then, perhaps we could make a start? If everybody is ready, maybe we could make a start? I would like to welcome you to … On behalf of ... I would like to welcome you to ... It’s my pleasure to welcome you to ... Let’s get straight down to business. Shall we get down to business? Let’s get the meeting underway. Would you like to start, John? Could I ask for your comments first? Could I ask you for your view on this matter? What are your first impressions of the new proposals? Oh, let me think for a moment. Well now . . . I’m glad you asked me that . . . I’ve no idea. I’m afraid. I can’t answer that. I’ll need some time to think about it. Do you mind if I just interrupt? Could I say something on that point? May I add something to that? Excuse me, but could I just say something? I absolutely agree. You are right (of course). Yes indeed! I quite agree with you. Exactly. That’s true. That’s a wonderful idea. I agree with you on that point. That’s a fair suggestion. You have a strong point there. I think we can both agree that... I don’t see any problem with/harm in that. 130 Disagreeing/ objecting Calming down Clarifying Identifying obstacles Compromising - Making suggestions / creating solutions - Are you sure? I don’t think I really like the idea. No, I disagree. I understand where you’re coming from; however,... I’m prepared to compromise, but... The way I look at it... The way I see things... If you look at it from my point of view... I’m afraid I had something different in mind. That’s not exactly how I look at it. I’d have to disagree with you there. I’m afraid that doesn’t work for me. Is that your best offer? I understand what you’re saying. I can see your point of view. Why don’t we come back to that later? You don’t have to worry about... … is correct, isn’t it? Do you suggest … Do you mean … If I understood you correctly … What exactly do you mean by … ? I’m not sure I fully understand your point. Could you clarify one point for me? Could you be more specific? Let me make sure I understand what you’re saying. The main thing that bothers us is ... One big problem we have is ... The main obstacle to progress at the moment seems to be ... Let’s take a closer look at this problem. I’m ready to sign that if you can … In return for this, would you be willing to ...? May we offer an alternative? We are ready to accept your offer; however, there would be one condition. We feel there has to be a trade-off here. What do you think is a fair way to resolve the situation? There are several options … Let’s talk about… Couldn’t we make a better offer? Why don’t we …? I think we should … How about … ? 131 Responding to suggestions Refusing a proposal Accepting a proposal Delaying - Let’s consider … Maybe it would be a good idea…? What do you think of…? We propose / suggest … Let’s look at this another way. Another possibility is... Would it be possible … That’s my best offer. As far as your proposal is concerned, we think that ... May we offer an alternative? We propose that ... We’d like to make an alternative proposal. We propose that ... Considering that I would like to suggest … Now that you mentioned it … I can’t do that. I can’t go any higher/lower. I am afraid we couldn’t agree to that. I’m sorry, we can’t accept that. I’m afraid your offer doesn’t go far enough. I’m sorry, but we must respectfully decline your offer. No, that’s out of the question. No, I am not interested. That would be very difficult for us because … That’s totally unacceptable. Unfortunately, we must decline your offer for the following reasons. We are happy to accept this agreement. This agreement is acceptable to us. We are happy to accept this agreement. I’m all in favor of that. I think we have a deal. We can only agree with you there. I have to admit that you’re right. I am willing to work with that. That’s a deal! We’ve got a deal. It sounds like an alternative / option / possibility … That sounds reasonable. We would have to study this. Can we get back to you on this later? We’ll have to consult with our colleagues back in the office. We’d like to get back to you on it. We’ll have to get back to you on it. I don’t have the authority to make that decision by myself. I’d like to stop and think about this for a little while. 132 - Closing / summarizing Final greetings It sounds like we’ve found some common ground. Let’s leave it this way for now. I think we both agree to these terms. I’m satisfied with this decision. I think we should get this in writing. Would you be willing to sign a contract right now? Let’s meet again once we’ve had some time to think. Can we review what we have agreed on so far? So, what we’ve finally decided on is … Let’s make sure we agree on these figures (dates /etc.). Can we check these points one last time? Let’s just confirm the details, then. Let’s see what we’ve got. Can I go over what we’ve agreed? I think that covers everything. It has been a pleasure doing business with you. We look forward to cooperating with you again. 7. Practise your ‘negotiating vocabulary’ by matching parts of sentences from columns A and B to make correct sentences. A I’m afraid that proposal is … Why don’t we come … I’m afraid I haven’t … I’m not in a position … Let me sum up … Let me put it … I’m not convinced … Could you send us … I suggest that we … I feel that this issue … B … made myself clear. … the discussion so far. … by your argument. … a fax to confirm that? … another way. … discuss that point later. … is of major importance. … to comment on that. … not acceptable to us. … back to that later? 133 8. Study the dialogue. The Negotiation Game A: If I order 100 units, will you give me a price of 5.5 euros? B: No, I’m sorry. I can’t do that. On 150 units I’ll give you a price of six euros. A: Six euros. And what about payment? B: Payment is within 60 days. A: If we pay within 30 days, will you lower the price? B: I’ll go down to 5.5 euros if you order 200 units or more. That’s my best offer. A: Well, what about the guarantee? Now you are going to play a game in which you have to negotiate the price, quantity, delivery time, payment terms and guarantee period of a product to gain points. Look at the instructions below. NB! Don’t forget to use ‘negotiating vocabulary’ from ex.6 above! Speaker A: Buyer Negotiate with your partner to get the best deal possible. You get points for each category of the deal - price, quantity, delivery time, and so on. For example, if you agree on a price of 6 euros, you get 2 points or 3 points if the price is 5.5. Add your points for each category to get your score. To be a successful negotiator you have to get at least ten points. Points 1 2 3 Price 6.5 6 5.5 € Quantity 200 150 100 units Delivery 3 2 1 weeks Payment 30 60 90 days Guarantee 6 12 18 months Speaker B: Seller Negotiate with your partner to get the best deal possible. You get points for each category of the deal - price, quantity, delivery time, and so on. For example, if you agree on a price of 6 euros, you get 2 points or 3 points if the price is 6.5. Add your points for each category to get your score. To be a successful negotiator you have to get at least ten points. Points 1 2 3 Price 5.5 6 6.5 € Quantity 100 150 200 units Delivery 1 2 3 weeks Payment 90 60 30 days Guarantee 18 12 6 months 134 9. Work in pairs. Student A is the customer; student B is the supplier. You are negotiating the sale of some bricks. These are the negotiators’ objectives in the beginning. A: customer B: supplier Price per thousand bricks €830 €950 Discount for bulk orders Delivery Payment currency 25 percent 15 percent 6 weeks 3 months Euros US dollars Start the negotiation using the sentences given. Then use the expressions from ex.6 above to continue the negotiation, following the instructions. A: ‘So you’re offering a price of €950 per thousand bricks and, as I told you, I’m only willing to pay €820.’ B: ‘Yes. There seems to be quite a gap here.’ Calm A down and suggest a compromise: a price of € 855. A: Accept the solution. Move on to discount. B: You can only offer a higher discount if A accepts a longer delivery time. Suggest a specific discount and a delivery time. A: You can’t accept B’s proposal. Create another solution. B: Accept A’s proposal. Move on to currency. A: Insist on paying in euros. B: Calm A down. Suggest half the payment in euros and half in dollars. A: Accept. Go over the agreement. B: Accept or disagree with A’s summary. Clear up any disagreements. A: Close the negotiation. B: Reply. 135 BIBLIOGRAPHY 1. Богацкий И.С., Дюканова Н.М. Бизнес-курс английского языка. Словарь – справочник. – М.: Логос», 2011. – 351с. 2. Васильева Л. Деловая переписка на английском языке. М.: Айрис-пресс, 2004. – 352с. 3. Вестон Л. Деловой английский за 30 дней. – М.: Астрель, 2008. – 254с. 4. Кисунько Е.И., Музланова Е.С. Бизнес-курс английского языка. Деловое общение и документация. – М.:ЮНВЕС. – 2001. – 368с. 5. Содовова Е.Н., Солокова И.Е. State Exam Maximiser. Английский язык: подготовка к экзаменам. Pearson Education Limited, 2007. – 223p. 6. Ashley A. Oxford Handbook of Commercial Correspondence. – Oxford University Press, 2004. – 304p. 7. Badger I. English for Work: Everyday Business English. – Pearson Education Limited, 2003. – 94p. 8. Clarke S. In Company: Elementary Student’s Book. – Macmillan Publishers Limited, 2013. – 158p. 9. Clarke S. In Company: Pre-Intermediate Student’s Book. – Macmillan Publishers Limited, 2013. – 159p. 10.Cotton D., Falvey D., Kent S. Market Leader: Pre-Intermediate Business English Course Book. – Pearson Education Limited, 2006. – 160p. 11.Cotton D., Falvey D., Kent S. New Market Leader Intermediate Course Book. – Pearson Education Limited, 2010. – 176p. 12.Gomm H., Clarke S. In Company Pre-intermediate Teacher’s Book. – Macmillan Publishers Limited, 2003. – 176p. 13.Harding K. Going International: English for Tourism Upper-Intermediate. – Oxford University Press, 2004. – 200p. 14.Lloyd A., Preier A. – Business Communication Games: Photocopiable Games and Activities for Students of English for Business. – Oxford University Press, 1996. – 128p. 15.Mascull B. Market Leader: Pre-Intermediate Business English Teacher’s Resource Book. – Pearson Education Limited, 2013. – 159p. 16.Viney P. Basic Survival: international Communication for Professional People. – Macmillan Publishers Limited, 2011. – 95p. 17.Viney P. Survival English: international Communication for Professional People. – Macmillan Publishers Limited, 2010. – 95p. 18.Wyatt R. Check Your English Vocabulary for FCE+. – Bloomsbury Publishing Plc, 2004. – 122p. 19.Wyatt R. Check Your English Vocabulary for TOEFL. – A & C Black Publishers Ltd, 2007. – 126p. http://english4real.com/ www.bbc.co.uk/ http://englishcornercafe.com/ www.bogglesworldesl.com http://esl.about.com/ www.english-at-home.com/ http://forms.cbp.gov/ www.englishclub.com http://speakspeak.com/ www.englishtown.com http://twominenglish.com/ www.ft.com http://www.learnenglishfeelgood.com/ www.samplimmihelp.com 136 CONTENTS ПРЕДИСЛОВИЕ....................................................................................................3 GETTING ACQUAINTED....................................................................................5 TELL ME ABOUT YOURSELF..............................................................................9 MAKING TELEPHONE CALLS........................................................................15 MAKING APPOINTMENTS.................................................................................31 LEAVING VOICEMAIL MESSAGES.................................................................38 GOING ON A BUSINESS TRIP BY AIR..........................................................39 BUYING AIR TICKETS.......................................................................................39 AT THE AIRPORT.................................................................................................50 CHECK-IN...............................................................................................................56 GOING THROUGH SECURITY...........................................................................60 AT THE GATE.......................................................................................................61 ON BOARD............................................................................................................62 IN-FLIGHT MEALS...............................................................................................63 PASSPORT CONTROL & CUSTOMS.................................................................67 CURRENCY EXCHANGE....................................................................................74 HOTELS..................................................................................................................76 HOTEL RESERVATIONS....................................................................................78 HOTEL CHECK-IN ..............................................................................................80 HOTEL ROOM SERVICE.....................................................................................86 HOTEL PROBLEMS..............................................................................................87 CHECKING OUT...................................................................................................88 JOB HUNTING.....................................................................................................90 JOB INTERVIEW..................................................................................................93 APPLYING- FOR- A- JOB CORRESPONDENCE...............................................99 CURRICULUM VITAE.......................................................................................106 MAKING PRESENTATIONS...........................................................................114 NEGOTIATIONS.................................................................................................122 BIBLIOGRAPHY................................................................................................136 137
