Самостоятельная работа студентов (срс)
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| ЧАСТЬ 1 TELEPHONING Exercise 1. Fill the gaps with suitable words from the list: busy (US)/engaged (GB) collect call (US)/transferred charge call (GB) dialing(US)/dialing(GB) person-to-person call(US)/personal call (GB) off the hook ringing area code 1. To make a call: first listen for the .............................. tone and dial the number. With any luck, you’ll hear a tone telling you that the number is ................... . If the other phone is being used you’ll hear the ................ tone. 2. To make an international call: first dial the international code, then the country code, then the ……………….. and finally the number you require. 3. If you want the other person to pay for the call you can make a ………..... 4. If you want to talk to a particular person you can make a ................... 5. If you don’t want to be interrupted, you can leave the phone ............. Exercise 2. Read the following article which gives you advice on making telephone calls. You are probably used to making informal calls to family and friends. When making calls to companies, however, some special rules and conventions apply. This article explains how to call someone in a company that you do not know personally (the most common kind of formal call made by students) and give you some models and language that you can use. General rules When making a formal call, three rules should influence your choice of words: Be brief. Do not waste the receiver’s time. Be clear. Explain the background and purpose of your call. Be polite. Recognize the receiver’s point of view. These rules can sometimes conflict. If you are too brief, you may confuse the receiver or appear impolite. Try to balance the three rules. Making a call to someone you do not know The most difficult calls to make are calls to people that you do not know. Usually, the purpose of your call will be to make a request for information or a meeting. This kind of call can be divided into sections according to the function each serves: Locate the person Make request Make arrangement Close the call In the following examples, we will imagine that you are calling Mr. Lau to arrange a visit to his office. Locate the person If the person you want to speak answers the call, this part is simple. If the receiver gives her name when he answers your call, you can skip to the next stage. If the receiver does not give his name, you can confirm that you have the right person: Hello, is that Mr. Lau? More often the number that you have will connect you to an operator or secretary. In this case you will have to ask to speak to Mr. Lau: Hello, I’d like to speak to Mr. Lau Kam-Cheong, please. If Mr. Lau is not available, you will need to find out when you can speak to him: Could you tell me when he will be available? If the person you are calling has a busy schedule, you may have to call several times. When you are finally connected, it is best to pretend that this is your first call. Do not mention how difficult it was to make contact! Sometimes, you will not know the name of the person who might be able to help you. In this case, you can state your request and then say: Could you put me through to someone who might be able to help me? Locating someone at a company can be frustrating if you are passed from person to person. Try not to let your frustration show! Make request Making a request involves three stages: introducing yourself, giving background, and making the request itself. Introduce yourself by giving your name and explaining who you are: I’m ...., I’m a first-year student at Hong Kong University.... If you have been given the receiver's name by someone else, you should also mention this: Mr. Chan from Eurasia Products suggested that I call you.... Give the background to your request by explaining why you are making it: I’m doing a project on work experience and I need to arrange a visit to a company in your field.... Make your request politely and clearly. Make sure that the receiver knows exactly what agreeing to your request will involve: how much of her time will it involve and what will she or her staff will have to do: I wonder if I could pay a visit to your office for an hour or so sometime in the next two weeks, to talk to one of your staff about.... Make arrangement If the person you are calling agrees to your request, it is important to make a clear arrangement. If you are arranging a meeting, for example, arrange the time and place and make sure you know where to go and what to do when you get there. Make a note of all the information so that you do not need to call back again to find out something you have missed. If the person you are calling cannot agree to your request, he may modify it. Listen carefully and try to fit in with his schedule. If the person you are calling cannot agree to your request at all, ask if he knows someone else who can help: Do you know anyone else who might be able to help me? Whether the receiver can help you or not, thank her and close the call politely. Close the call As the caller, it is your job to close the call when you have got the information you need. Unless the receiver shows that he wants to talk, it is not polite to chat once your business is finished. If there is a difficult silence at the end of the call, it is probably because you are not doing your job of closing the call. You can do this by confirming the arrangement: So, I’ll come to your office on Monday at 10.... thanking the receiver, Thank you very much for your help.... and saying goodbye Goodbye.... In each case, wait for the receiver’s response before you go on to the next stage. Wait until you have heard the receiver say goodbye before you hang up. Exercise 3. Read this dialogue and choose the best answer: Receptionist: Thank you for phoning Maple Dental Clinic. Sylvia 1) speaks/speaking/calls. How can I help you? Thelma: Hi Sylvia. 2) This be/It’s/I am Thelma Woods calling. How are you today? Receptionist: I’m fine, Mrs. Woods. How are you? Thelma: Well, actually, I have a bit of a sore tooth. I was hoping Dr. Morris would have some time to see me this week. Receptionist: I’m 3) afraid/scared/worried he’s booked this week. I can put you in for 2 pm next Tuesday. How does that sound? Thelma: That would be great. Receptionist: I’ll have to give you the address of our new office. Thelma: Oh, that’s right, you moved. Receptionist: Yes, we moved downtown. Do you have a 4) pen handy/the handy pen/the available pen? Thelma: Could you hold on a 5) buzz/moment/time please. ...Okay, go ahead Sylvia. Receptionist: Okay, we are at 723 Baltic Avenue. Suite 004. Thelma: 6) If you could/Please can you/Would you mind spelling that for me? Receptionist: Sure. That’s seven-twenty-three Baltic – B 7) for Bear/as if Brave/as in Bravo, A as in Alpha, L as in Lima, T as in tango, I as in India, and C. Thelma: OK, great. I’ll see you on Tuesday then. Receptionist: OK, 8) Great for/Pleased to/Thanks for calling. See you then. Thelma: Thanks. Bye. Exercise 4. Read this dialogue and choose the best answer: Leslie: 1) Hello?/Hi?/Yes? Cameron: Hi, is this Leslie? Leslie: Yes. 2) Who are you/And you/Who’s this? Cameron: It’s Cameron here. Is Maria 3) inside/in/where? Leslie: No, she just 4) came/stepped/gone out for a moment. Can I take a message? Cameron: Yes, thanks. 5) Could you/Would you mind/Can you be ask her to meet me at the Capitol 4 movie theatre at 7 pm tonight? Leslie: Sure. Just let me write that down. Oh, Cameron. Could you 6) hold off/holding/hold for a second? I have to take another call. Cameron: No problem. Leslie: Hi. Sorry about that. Now could you please 7) say again/repeat/review that information? I didn’t have a pen handy. Cameron: Sure. It’s the Capitol 4 theatre at 7 o’clock. Leslie: Okay, I’ve got it. Is there anything else? Cameron: No, that’s great. Leslie: Okay. Uh-oh, there’s my other line again. I’d better 8) call/run/hang on. Cameron: Okay, thanks again. Bye for now. Leslie: 9) Bye bye/Bye too/See you again. Exercise 5. Read this dialogue and choose the best answer: Hostess: Pepi’s Pizza. How can I 1) call/answer/help you? Customer: Hi. I’d like to order a pizza please. Hostess: Okay. I’ll have to transfer your call to our take-out department. 2) One/This/A moment please. Recorded Message: Thank you for calling Pepi’s Pizza. All of our operators are busy working 3) today/and away/at the moment. Please hold for the next available person. Take-out Clerk: Thank you for waiting. Naoko is 4) hear/speaking/talks. Is this for take out or delivery? Customer: Delivery please. Take-out Clerk: Can I have your name and address please? Customer: My name is... Take-out Clerk: Sorry, it’s really busy in here. Could you 5) speak out/speaking/speak up a little please? Customer: Oh, sure. This is Angie Smith. My address is number two Front Street. Take-out Clerk: Is that an apartment or a house? Customer: It’s an apartment. Number seventeen. Take-out Clerk: Okay. And what would you like to order today? Customer: I’d like a large pepperoni pizza with mushrooms, olives and extra cheese. Take-out Clerk: I’m sorry, my English isn’t 6) better/very strong/easy. Could you slow down a little please? Customer: No problem. That’s a large pizza. Take-out Clerk: Large pizza. Okay. Customer: And I’d like it with pepperoni and mushrooms. Take-out Clerk: Pepperoni and mushrooms. Is there anything else? Customer: Yes, olives and extra cheese please. Take-out Clerk: Okay. I’ve 7) got your message/got information/got it all down. Customer: Great. And how long will that be? Take-out Clerk: It will be about thirty minutes, Miss Smith. Customer: And how much will it cost? Take-out Clerk: Um…could you please 8) hold off/holding/hold on while I check with the kitchen? Customer: Don’t worry about it. I have to go. I have another call 9) came/to come/coming through. Thank you. Bye for now. Take-out Clerk: Okay. Thanks for calling. Bye. GIVING A SUCCESSFUL PRESENTATION Exercise 6. Read the following text about making a successful presentation: Most presentations are divided into 3 main parts (+ questions): 1 INTRODUCTION 2 BODY (Questions) 3 CONCLUSION Questions As a general rule in communication, repetition is valuable. In presentations, there is a golden rule about repetition: 1. Say what you are going to say, 2. say it, 3. 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 concentrate on getting your introduction right. You should use the introduction to: 1. welcome your audience 2. introduce your subject 3. outline the structure of your presentation 4. give instructions about questions The following table shows examples of language for each of these functions. You may need to modify the language as appropriate.
Possible language: Good morning, ladies and gentlemen Good morning, gentlemen Good afternoon, ladies and gentleman (men) Good afternoon, everybody 2. Introducing your subject I am going to talk today about... The purpose of my presentation is to introduce our new range of... 3. Outlining your structure To start with I’ll describe the progress made this year. Then I’ll mention some of the problems we’ve encountered and how we overcame them. After that I’ll consider the possibilities for further growth next year. Finally, I’ll summarize my presentation (before concluding with some recommendations). 4. Giving instructions about questions 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. 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. 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 Conclusion Use the conclusion to: 1. Sum up 2. (Give recommendations if appropriate) 3. Thank your audience 4. Invite questions The following table shows examples of language for each of these functions. You may need to modify the language as appropriate.
To conclude,... In conclusion,... Now, to sum up... So let me summarize/recap what I’ve said. Finally, may I remind you of some of the main points we’ve considered. 2. Giving Recommendations In conclusion, my recommendations are... I therefore suggest/propose/recommend the following strategy. 3. Thanking your Audience Many thanks for your attention. May I thank you all for being such an attentive audience. 4. Inviting questions I would be happy to answer any questions. If you have any questions, I would be pleased to answer them. I would welcome any comments/suggestions. Now I’ll try to answer any questions you may have. Can I answer any questions? Do you have any questions? Are there any final questions? TYPES OF BUSINESS ORGANIZATIONS Exercise 7. Read the following text and try to summarise the notion of the words ‘company’ and ‘association’: A company is, in general, any group of persons (known as its members) united to pursue a common interest. The term is thus synonymous with association, but more often it is used specifically to identify associations formed for profit, such as the partnership, the joint-stock company, and the for-profit corporation. A company is not necessarily a corporation, and thus may not have a separate existence from its members. A company might also not be able to sue or be sued in its own name, and thus would not be considered to be a legal person. Whether a company has either of these characteristics depend on the law of the jurisdiction. Although associations of persons carrying on business must have existed from time immemorial, the oldest continually-operating business in existence is Japanese firm Kongo Gumi, which was founded in the sixth century. A voluntary association (also sometimes called just an association) is a group of individuals who voluntarily enter into an agreement to form a body (or organization) to accomplish a purpose. Strictly speaking in many jurisdictions no formalities are necessary to start an association, although it is difficult to imagine how a one person association would operate. In some jurisdictions, there is a minimum for the number of persons starting an association. Some jurisdictions require that the association register with the police or other official body to inform the public of the association’s existence. This is not necessarily a tool of political control but much more a way of protecting the economy from fraud. In many such jurisdictions, only a registered association is a legal person whose membership is not responsible for the financial acts of the association. Any group of persons may, of course, work as an association but in such case, the persons making a transaction in the name of the association are all responsible for it. Associations that are organized for profit or financial gain are usually called partnerships. A special kind of partnership is a co-operative which is usually founded on one man - one vote principle and distributes its profits according to the amount of goods produced or bought by the member. Associations may take the form of a non-profit organization or they may be not-for-profit corporations; this does not mean that the association cannot make benefits from its activity, but all the benefits must be reinvested. Most associations have some kind of document or documents that regulate the way in which the body meets and operates. Such an instrument is often called the organization’s by laws, regulations, or agreement of association. In some civil law systems, an association is considered a special form of contract. In the Civil Code of Quebec this is a type of nominate contract. The association can be a body corporate, and can thus open a bank account, make contracts (rent premises, hire employees, take out an insurance policy), lodge a complaint etc. In France, conventional associations are regulated by the Waldeck-Rousseau law of July 1, 1901 and are thus called Association loi 1901, except in Alsace and Moselle where the law of April 19, 1908 applies (these countries were German in 1901). In Texas, state law has statutes concerning unincorporated nonprofit associations that allow unincorporated associations that meet certain criteria to operate as an entity independent of its members, with the right to own property, make contracts, sue and be sued, as well as limited liability to it officers and members. RECRUITMENT Exercise 8. Read the following information about recruitment procedures: A. Recruitment The process of finding people for particular jobs is recruitment or, especially in Am. English, hiring. Someone who has been recruited is a recruit or, in Am. English, a hire. The company employs or hires them; they join the company. A company may recruit employees directly or use outside recruiters, recruitment agencies or employment agencies. Outside specialists called headhunters may be called on to headhunt people for very important jobs, persuading them to leave the organizations they already work for. This process is called headhunting. B. Applying for a job Fred is a van driver, but he was fed up with long trips. He looked in the situations vacant pages of his local newspaper, where a local supermarket was advertising for van drivers for a new delivery service. He applied for the job by completing an application form and sending it in. Harry is a building engineer. He saw a job in the appointment pages of one of the national papers. He made an application, sending in his CV (curriculum vitae – the “story” of his working life) and a covering letter explaining why he wanted the job and why he was the right person for it. Note: BrE: CV; AmE: resume BrE: covering letter; AmE: cover letter. C. Selection procedures Dagmar Schmidt is the head of recruitment at a German telecommunications company. She talks about the selection process, the methods that the company uses to recruit people: “We advertise in national newspapers. We look at the backgrounds of applicants: their experience of different jobs and their educational qualifications. We don’t ask for handwritten letters of application as people usually apply by email; handwriting analysis belongs to the 19th century. We invite the most interesting candidates to a group discussion. Then we have individual interviews with each candidate. We also ask the candidates to do written psychological tests to assess their intelligence and personality. After this we shortlist three or four candidates. We check their references by writing to their referees: previous employers or teachers that candidates have named in their applications. If the references are OK, we ask the candidates to come back for more interviews. Finally, we offer the job to someone, and if they turn it down we have to think again. If they accept it, we hire them. We only appoint someone if we find the right person”. Exercise 9. Replace the underlined phrases with correct forms of words and expressions from A, B and C: Fred had already refused two job offers when he went for a discussion to see if he was suitable for the job. They looked at his driving licence and contacted previous employers Fred had mentioned in his application. A few days later, the supermarket asked him if he would like the job and Fred said yes. Harry didn’t hear anything for six weeks, so he phoned the company. They told him that they had received a lot of requests for the job. After looking at the life stories of the people asking for the job and looking at what exams they had passed during their education, the company had chosen six people to interview, done tests on their personality and intelligence and they had then given someone the job. WRITING CV AND LETTER OF APPLICATION Exercise 10. Read the following information: Writing application letter A letter of application should create enough interest to make the potential employer want to look at your application in greater detail by reading your CV and hopefully invite you for an interview. Your application letter, however, should not contain too much detail about your experience and qualifications because that is the job of the CV. Layout and style The letter should be limited to one page and a few paragraphs will normally be sufficient. It is better to address a letter to a specific person, e.g. Dear Miss Chan, rather than to Dear Sir or Madam. However, in some job advertisements the name of the person you are writing to is not given. It is good practice to try to find out the following information before you write your letter: the full name of the person you are writing; their title - Mr., Mrs., Miss, Ms, Dr, Professor, etc, and; their position - Personnel Manager, Human Resources Manager, etc. All this information can be obtained by a quick phone call to the company. Remember, never write Dear Miss W. Chan. It should be Dear Miss Chan. Do not use the initial except in the address. If you start with Dear Sir/Madam, it is accepted practice to finish with Yours faithfully. Whereas, if you start with Dear Miss Chan, you may finish with Yours sincerely. Your letter should be neat and free from careless mistakes. You can follow the blocked and open punctuation style. Whichever layout style you choose to use, you should use it consistently throughout the letter. Structure of the letter Paragraph 1 It should state clearly why you are writing and where you saw the job advertised. 1. I would like to apply for the post of ... as advertised in today’s issue of.. 2. With reference to your advertisement in ... on ..., I am writing to apply for the position of ... Paragraph 2 It should give a little information about your qualifications and experience. Make sure the information you give is relevant to the job that you are applying for. 1. As you can see from my enclosed CV, I have worked in my present position for five years. During this time I have gained invaluable experience in ... 2. I am currently a student at TPU studying ........ I am due to graduate in....... Although I have been studying full time, I have had a number of summer jobs which have helped me to gain experience in ... 3. My experience over the past two years has been at the managerial level, where I have had responsibility for ... Paragraph 3 It should say why you believe you are suited to the job and what you can offer the company. Those currently employed can state the reason for wishing to change their present job. However, you should not sound critical of your present employer. 1. I am currently working as a receptionist in ...The reason for my seeking a new position is that I wish to pursue a secretarial career. Unfortunately, there are no openings for advancement in my present employment. 2. For the last two years I have been working as a receptionist in ...Unfortunately the company is moving its main offices overseas and I have therefore decided to look for a new position. I believe that the experience I have gained in ... has given me the qualities you are looking for ... 3. I believe I would be an asset to your company. I will be able to bring with me my experience of ... which I believe would be useful in this position… 4. I feel that my ability to ... will help/enable me to ... Paragraph 4 It should tell the reader when you are available for an interview and how to contact you. 1. I would like to have the opportunity to talk to you further about my application. I am available for interview at any time and I can be contacted at/on ... 2. I am available for an interview at any time but would appreciate two days notice. I can be contacted on/at ... I look forward to hearing from/meeting you soon. 3. As requested in the advertisement, I enclose a copy of my resume together with a recent photograph. I look forward to meeting with you to discuss my application further. I am available ... and can be contacted on/at ... Remember you might have to give a bit more detail than in the above examples. You can also combine the language in these examples. Also, it is sometimes useful to gather information about the company so that you know more about its background and policies. This may help you present yourself in the best light. Exercise 11. Read the following extracts from two letters about the advertisement for administrative clerk. Fill in each blank with a word from the following list: as audio available consider enclose inquiries favourably for form further in opportunity position take to with A. Dear Sir or Madam, In reference (1)……….your advertisement in today’s ‘Morning News’, I am interested (2)……….applying for the (3)……….of administrative clerk with your company. Could you please send me (4)……….details and an application (5)………. B. Dear Sir, I would like to apply (6)……….the position of administrative clerk with your company. I (7)……….my application form. I am presently working (8)……….a secretary in the accounts office at TW Industries. My responsibilities include (9)……….and copy typing and dealing (10)……….correspondence and telephone (11)………. . Twice a week I have been going to evening classes in bookkeeping and I intend to (12)……….an examination in three month. I am applying for the position because I would like an (13)……….to make more use of my training. I would be (14)……….for an interview at any time. I hope that you will (15)……….my application (16)………. Exercise 12. Look at this job ad: what would be its attractions - what might be its drawbacks? Work in Bermuda! ACME Atlantic are a well-known and respected trading company. We handle imports directly from manufacturers in 35 different countries, often to our own specifications, and currently export to 46 different countries worldwide. We are looking for enthusiastic people to work in our office in Bermuda on temporary 3-6- and 9-month contracts. Applicants must be able to speak and write at least one foreign language fluently and can be nationals of any country. Experience in import/export will be an advantage, but as special training will be available this is not essential. The main requirements are a willingness to work as a member of a team, to cope with pressure, to use the telephone in a foreign language and in English and to be prepared occasionally to work long hours when necessary. There are several posts available and long-term prospects are good, though initially all successful applicants will be contracted for a maximum of 9 months. The salary we will offer is excellent. We will pay for your return air fare and provide adequate accommodation at a nominal rent. (Источник: TOMSK POLYTECHNIC UNIVERSTY. E.B. Nikolaenko. BUSINESS ENGLISH. Textbook. Tomsk Polytechnic University Publishing House, - 2008) |
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