English for Business Communication

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P U B L I S H E D B Y T H E P R E S S S Y N D I C AT E O F T H E U N I V E R S I T Y O F C A M B R I D G E. The Pitt Building Trumpington Street Cambridge United Kingdom. CAMBRIDGE UNIVERSITY PRESS,The Edinburgh Building Cambridge CB2 2RU UK. 40 West 20th Street New York NY 10011 4211 USA, 477 Williamstown Road Port Melbourne VIC 3207 Australia. Ruiz de Alarc n 13 28014 Madrid Spain, Dock House The Waterfront Cape Town 8001 South Africa. http www cambridge org,Cambridge University Press 1997 2003. This book is in copyright Subject to statutory exception. and to the provisions of relevant collective licensing agreements. no reproduction of any part may take place without. the written permission of Cambridge University Press. First published 1997,Second Edition 2003,Printed in Italy by G Canale S p A.
ISBN 0 521 75449 6 Student s Book,ISBN 0 521 75450 X Teacher s Book. ISBN 0 521 75451 8 Audio Cassette Set,ISBN 0 521 75452 6 Audio CD. Introduction iv Unit 8 The middle of the presentation 76. 1 Holding the audience s attention 76, Module 1 Cultural diversity 2 Structure 2 The main body 78. and socialising 3 Listing information 78,4 Linking ideas 80. Unit 1 Building a relationship 6,5 Sequencing 82,1 Cross cultural understanding 1 6.
2 Welcoming visitors 8 Unit 9 The end is near this is the end 86. 3 Small talk keeping the conversation going 10 1 Structure 3 The end 86. 2 Summarising and concluding 87,Unit 2 Culture and entertainment 14. 3 Questions and discussion 88,1 Cross cultural understanding 2 14. 2 Inviting and accepting or declining 15 Module 4 Meetings. 3 Eating out 19,Unit 10 Making meetings effective 96. Module 2 Telephoning 1 What makes a good meeting 96. 2 Chairing a meeting 97,Unit 3 Could I leave a message 24. 3 Establishing the purpose of a meeting 99,1 Preparing to make a telephone call 24.
2 Receiving calls 25 Unit 11 Sorry to interrupt but 103. 3 Taking and leaving messages 26 1 The structure of decision making 103. 4 Asking for and giving repetition 28 2 Stating and asking for opinion 104. 5 The secretarial barrier 29 3 Interrupting and handling interruptions 106. Unit 4 Good to hear from you again 34 Unit 12 What do you mean by 113. 1 Cross cultural communication 1 Asking for and giving clarification 113. on the telephone 1 34 2 Delaying decisions 114, 2 Setting up appointments 37 3 Ending the meeting 116. 3 Changing arrangements 40,4 Ending a call 42 Module 5 Negotiations. Unit 5 Unfortunately there s a problem 45 Unit 13 Know what you want 124. 1 Cross cultural communication on the 1 Types of negotiation 124. telephone 2 45 2 Preparation for a negotiation 125. 2 Problem solving on the telephone 46 3 Making an opening statement 127. 3 Complaints 48 Unit 14 Getting what you can 132,1 Bargaining and making concessions 132. Module 3 Presentations 2 Accepting and confirming 135. Unit 6 Planning and getting started 55 3 Summarising and looking ahead 137. 1 Presentation technique and preparation 55 Unit 15 Not getting what you don t want 142. 2 The audience 58 1 Types of negotiator 142, 3 Structure 1 The introduction 59 2 Dealing with conflict 144. Unit 7 Image impact and making an 3 Rejecting 146,impression 65 4 Ending the negotiation 149.
1 Using visual aids general principles 65, 2 Talking about the content of visual aids 66 File cards 1A to 19A 154. 3 Describing change 70 File cards 1B to 19B 162,File cards 20 to 33 171. 1 Building a relationship,AIMS I Cross cultural understanding 1. I Welcoming visitors,I Small talk keeping the conversation going. 1 Cross cultural understanding 1, 1 Look at the picture In groups discuss the situation Decide what you think the.
people are talking about Suggest various topics Say what you think they are. definitely not talking about Then spend a few minutes acting out the conversation. 2 Read the text below Identify the basic message implied by the text. Eye contact, In many Western societies including the United States a person who does not maintain. good eye contact is regarded as being slightly suspicious or a shifty character Americans. unconsciously associate people who avoid eye contact as unfriendly insecure untrustworthy. inattentive and impersonal However in contrast Japanese children are taught in school to. 5 direct their gaze at the region of their teacher s Adam s apple or tie knot and as adults. Japanese lower their eyes when speaking to a superior a gesture of respect. Building a relationship UNIT 1, Latin American cultures as well as some African cultures such as Nigeria have longer. 10 looking time but prolonged eye contact from an individual of lower status is considered. disrespectful In the US it is considered rude to stare regardless of who is looking at whom. 10 In contrast the polite Englishman is taught to pay strict attention to a speaker to listen. carefully and to blink his eyes to let the speaker know he or she has been understood as well. as heard Americans signal interest and comprehension by bobbing their heads or grunting. 15 A widening of the eyes can also be interpreted differently depending on circumstances. and culture Take for instance the case of an American and a Chinese discussing the terms. 15 of a proposed contract Regardless of the language in which the proposed contract is carried. out the US negotiator may interpret a Chinese person s widened eyes as an expression of. astonishment instead of as a danger signal its true meaning of politely expressed anger. Adapted from Managing Cultural Differences Fourth Edition by Phillip R Harris and Robert T Moran. 1996 by Gulf Publishing Company Houston Texas Used with permission All rights reserved. 3 If necessary read the text again Then comment on the following. a observations about many people from the United States. b observations about the English,c an observation about Japanese children. d the meaning of lowering one s eyes in Japan, e why looking at someone for a long time may be considered disrespectful. f the meaning of widened eyes in Chinese culture, 4 Before receiving a visitor from a foreign country or before travelling abroad.
you need to think about the cultural issues that may affect the relationship. a Suggest some basic research that you should do before receiving your visitor or. before travelling What issues should you think about. Note After suggesting your own ideas compare your list with the Skills Checklist at the end of. FS b Listen to the recording An American Peter Wasserman who is the CEO of an. international company talks about what he thinks is important in preparing for. business contacts with people from other cultures He mentions several key areas. to find out about Identify six of them Did you think of any of the same issues. Discussion, In what way is the advice in this section useful when doing business Look again at. the Skills Checklist on page 12,UNIT 1 Building a relationship. 2 Welcoming visitors, What happens when a visitor arrives with an appointment to visit a company. What are the typical stages of the first meeting What conversations take place. FS 1 Listen to the recording in which Klaus Ervald arrives for a meeting with. Lars Elstroem and Louise Scott of Evco S A a Swedish advertising agency. a Is the meeting between Klaus Ervald and Evco formal or informal Give reasons. for your answer,b Do they know each other quite well. c Klaus has a problem What is it, FS 2 Listen again Think again about how Louise and Lars talk to Klaus.
She interrupts him at the start Is this acceptable. They use first names Is this right given the situation. Lars begins to talk about the programme for the day Is this appropriate at. this stage, FS 3 Listen to the recording of Peter Marwood s arrival at SDA Ltd in Sydney Australia. He has to wait a few minutes and asks Stephanie Field for some assistance Identify. two things he needs and three things he does not need. Does not need,Building a relationship UNIT 1,Practice 1. Make a dialogue based on the following flow chart If you need help look at the. Language Checklist on page 12,Visitor Receptionist. Introduce yourself,Say you have an appointment with. Sandra Bates,Welcome visitor,Explain that SB will be along shortly.
Offer a drink refreshments,Decline ask if you can use a phone. Say yes Offer email as well,Decline you only need the phone. Show visitor to the phone,Thank him her,a few minutes later. Thank assistant,Reply offer any other help,Ask how far it is to station. Two miles ten minutes by taxi,Offer to book one,Accept offer suggest a time.
Promise to do that say that SB is,Offer to take him her to SB s office. FS Now listen to the recording of a model answer,UNIT 1 Building a relationship. 3 Small talk keeping the conversation going, FS 1 Ruud Hemper from the Netherlands is visiting a customer in India He is talking to. the Production Manager of a manufacturing plant in Delhi Listen to the recording. of an extract of their conversation,MANAGER Is this your first visit here. HEMPER No in fact the first time I came was for a trade fair We began our Southeast. Asian operations here at the 2003 Exhibition, MANAGER Shall we have a look round the plant before lunch.
a What is wrong with what the Production Manager says. The answer is of course that it breaks a rule of conversation Generally if you ask. a question you should comment on the answer or ask a supplementary question. Supplementary question, b Now suggest a better version of the same conversation There is a recording of a. model version, 2 Provide a suitable sentence in the spaces in the following dialogue. PETER Have you been to Edinburgh before,JANIS No it s my first visit. JANIS I m sure I will,PETER And er is the hotel all right. JANIS Yes it s very comfortable,PETER b So do you have much.
time here in Scotland Are you staying long,JANIS No I have to go back tomorrow afternoon. PETER c You ll have to come,back again,PETER So what time s your flight tomorrow. JANIS Early evening 18 35, PETER Well I can book you a taxi if you like to get you there in good time. PETER No problem at all Was it a good flight today. JANIS No it wasn t actually, JANIS It was raining quite hard There was a lot of turbulence. Building a relationship UNIT 1, A FS 3 Listen to the recording of four conversation extracts.
a Match each of them to one of the four pictures below. b Listen to each one again In each case suggest how you think the conversation. might develop, c Do you think any of the topics included would be unacceptable in a particular. culture that you know about,Practice 2, Look at the four pictures above and use each of them for two or three minutes of. continual conversation with a partner, there should be no breaks of more than three seconds in your conversation. listen carefully to what your partner says and pick up on specific points. keep the conversation flowing,Role play 1, Working in pairs Student A should look at File card 1A and Student B should look at. File card 1B,Role play 2, Keep the same A and B Student A should look at File card 2A Student B should look.
at File card 2B, Look at the Skills Checklist and prepare ideas on these topics in relation to a country you. know well either through work or pleasure,Discuss the country you choose with a colleague. UNIT 1 Building a relationship,Language Checklist Skills Checklist. Cultural diversity and socialising 1 Socialising 1. Welcoming visitors Before meeting business partners and fellow. Welcome to professionals from other countries you could find. My name s out about their country,the actual political situation. Arriving cultural and regional differences,Hello My name s from religion s.
I ve an appointment to see the role of women in business and in. Sorry I m a little late early society as a whole, My plane was delayed transport and telecommunications systems. the economy,Introducing someone the main companies. This is He She s my Personal Assistant the main exports and imports. Can I introduce you to He She s our the market for the industrial sector which. Project Manager interests you,I d like to introduce you to competitors. You might also want to find out, Meeting someone and small talk which topics are safe for small talk. Pleased to meet you which topics are best avoided,It s a pleasure.
If you are going to visit another country find out. How was your trip Did you have a good,flight trip journey. the conventions regarding socialising,How are things in London. attitudes towards foreigners,How long are you staying in New York. attitudes towards gifts,I hope you like it,the extent to which public business and. Is your hotel comfortable,private lives are mixed or are kept separate.
Is this your first visit to Berlin,conventions regarding food and drink. Offering assistance You might also like to find out about. Can I get you anything the weather at the relevant time of the year. Do you need anything public holidays, Would you like a drink the conventions regarding working hours. If you need to use a phone or fax please say leisure interests. Can we do anything for you tourism,Do you need a hotel a taxi dress. any travel information etc body language,Asking for assistance. English for Business Communication Second Edition A short course consisting of five modules Cultural diversity and socialising Telephoning Presentations Meetings and Negotiations Student s Book Simon Sweeney PUBLISHED BY THE PRESS SYNDICATE OF THE UNIVERSITY OF CAMBRIDGE The Pitt Building Trumpington Street Cambridge United Kingdom CAMBRIDGE UNIVERSITY PRESS The Edinburgh Building

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