1 HCW 321 English Intermediate I TELEPHONING - ramos on

Transcription

1
HCW 321 English Intermediate I
TELEPHONING
pero
PRESENTATION
1 Study these forms. What are they for?
Listen to the two telephone conversations and complete the
forms.
Conversation 1
OBJECTIVE
to make contact and
exchange information over
the pone
TASKS
to spell and note down key
words and numbers in a
telephone message
*
to make, agree to, and
refuse requests
*
to respond to new situation
and say what action you will
take
*
to write business letters
confirming telephone calls
Conversation 2
2
2 Listen to the conversations again and answer these questions.
a. Why doesn’t the switchboard operator connect the caller immediately?
b. What does the woman say she’ll do?
c.
What question does Christophe Terrien ask about the photoconductor units?
d. What does Mary Thatcher ask Christophe Terrien to do?
3 Match the words and phrases (1-10) with similar meanings (a-j)
3
LANGUAGE WORK
Starting calls
Study these phrases for starting calls.
IDENTIFYING WHO IS SPEAKING
This is Paul Henig.
SAYING WHO YOU WANT TO SPEAK TO
Could I
speak to ... ?
Paul Henig speaking.
Can I
Is that Julia Gardini?
I’d like to speak to
Extension 596, please.
Supply the missing words in these conversations.
1
Ms Brunet
Sales Department, good morning.
Mr Keller
___________ Helena Steiner, please?
Ms Brunet
Hold on. I’ll get her.
2 Mrs Steiner
3
Hello, Sales.
Mr Keller
__________ Helena Steiner, please.
Mrs Steiner
___________
Switchboard Curtis Holdings.
Mr Keller
___________ 293, please.
Miss Delmont Accounts Department.
Mr Keller
__________ Jean Delmont?
Miss Delmont Yes, _________ . How can I help you, Mr Keller?
Listen to check your answers.
Pronunciation
I
Can you spell English words over the phone? Listen to the English alphabet
and look at the chart. All the letters with similar sounds are grouped together.
2
see
B
C
D
E
G
P
T
V
Z is pronounced /zed/ in
1
page
A
H
J
K
3
t en
F
L
M
N
S
X
4
five
I
Y
5
home
O
6
too
Q
U
W
British English and /zi/ in American English.
7
arm
R
4
2
Study the chart for a moment then close your book and try writing on your
own.
3 Listen and write down the words you hear spelt.
1 _______________________________
2 _______________________________
3 _______________________________
4 _______________________________
5 _______________________________
4 Work with a partner. Take it in turns to dictate abbreviations and
write them down. One person dictates the abbreviations below, and
the other dictates the ones in File 2 on page 158.
IBM
FOB
OPEC
EU
VDU
EDP
JAL
ACM
FBI
Do you know what the
Glossary on page 178.
VIP
CIF
IT
letters stand for? You can find out in the
Transferring information I Notice these different ways of saying telephone and fax numbers.
91430
6687
nine one four three zero
nine one four three oh
six six eight seven
double six eight seven
(American English)
(British English)
(American English)
(British English)
Exchange your work and home numbers with a partner.
2 Work with a partner. Take it in turns to dictate telephone numbers
and write them down. One person dictates the telephone numbers
below, and the other dictates the ones in File 3 on page 158.
29508
47766
966015
01525 372245
03 916 600721
PRONUNCIATION NOTE
In phone and fax numbers, English speakers normally group the
numbers in threes, not in twos as is common elsewhere in Europe.
914306 — nine one four, three oh six not nine one, four three, oh six
5
3 When you transfer information by phone, try not to leave long silences
or pauses. These phrases will help you.
STARTING
CONTINUING
FINISHING
CHECKING
Ready?
Have you got that?
Anything else?
Could you read that
back to me?
Go ahead
Got that
That’s all.
Could I read that back
to you?
Work with a partner. Take it in turns to give each other messages and
write them down. One person dictates the messages below, and the
other dictates the messages in File 4 on page 158.
Deciding what to do I
Sometimes we meet new situations or problems and we have to say
what action we’ll take.
A
B
A
B
The line’s busy.
I’ll call back later.
Could you take a message?
Hold on. I’ll get a pencil.
Decide what to do in these situations.
A I’m afraid your train is delayed.
B I’ll take a taxi.
1
2
3
4
5
6
7
8
I’m afraid your train is delayed.
(taxi)
The President is busy just now.
(later)
We need some more paper.
(order)
They don’t speak English.
(translator)
This quotation is very high.
(another supplier)
I have to go to head office tomorrow.
(a lift)
They want written confirmation of the order. (fax)
Mrs Bell just fainted.
(water)
6
2 Sometimes the person we phone is not available. Match these reasons
to the right picture.
a
b
c
d
e
I’m
I’m
I’m
I’m
I’m
afraid
afraid
afraid
afraid
afraid
she’s on the other line.
she’s off sick.
she’s tied up at the moment.
he’s in a meeting.
he’s not here lust now.
Can you think of any more reasons?
3 Work with a partner. Make up conversations deciding what to do when
someone is not available.
A Could I speak to Barbara Morey. please?
B I’m afraid she’s on holiday this week.
A Can you ask her to ring me next week?
These phrases will help you.
I’ll hold.
I’ll call back later.
Could you
take a message?
give her a message?
Can you put me through to her secretary?
7
Requests
I We use these phrases to ask other people to do things.
Can you ...?
Could you ...?
Would you ...?
You’re on the phone. What do you say in these situations?
a
b
c
d
e
You can’t hear the other person.
You want them to repeat something.
They are speaking too fast.
You want them to spell a word.
You want them to transfer you to the Finance Department.
2 We can reply to requests like this.
Practise these expressions with a colleague. Ask them to:
a
b
c
d
e
f
spell their surname for you.
tell you the time.
tell you their computer password.
give you a lift home tonight.
lend you their dictionary.
lend you some money.
VOCABULARY NOTE
Put lend or borrow in these questions.
Could I …………some money?
Could you …………me some money?
Notice we lend to someone and we borrow from someone. So when
we lend, we give; and when we borrow, we take.
8
3 We use these phrases to ask if it’s OK to do things.
ASKING
Can I ….?
Could I ….?
May I ….?
* Informal
SAYING YES
Yes, please do
Of course
* Yeah, go ahead
** Help yourself
SAYING NO
I’m afraid ….
I’m sorry but ….
** Inviting someone to take something
Practise with a colleague. You are in their office and you want to:
1
2
3
4
5
6
use their phone
smoke
look at their copy of the production plan
copy a file on their computer
borrow their copy of the Economist
borrow their car.
4 Who makes these requests: a customer (C) or supplier (S)?
1
2
3
4
5
6
7
8
Can I place an order?
May I have your name and company name?
Could you tell me the delivery address?
Can you deliver next Friday?
Could I have an address for the invoice?
Could you tell me how much it will cost?
May I have a discount?
Would you confirm this order in writing?
Work with a partner. Make up a conversation between a customer and a supplier.
Use as many requests as you can.
5 Work in pairs. One person looks at the information below and the other looks at
the information in File 6 on page 158.
You sell computers. A foreign customer phones you. Answer their enquiries about
your lap-top computer, the NC-200. They will ask about
•
•
•
•
•
your prices
delivery times
the guarantee
discounts
your terms of payment.
Invent your answers. You
can agree to or refuse their
requests. Don’t forget to
write down their details.
9
SKILLS WORK
Listening
1 Listen to a message on a telephone answering machine and answer these
questions.
a. Where in Anne Parker going?
b. How can you reach her?
2 One of Anne’s colleagues listened to Anne’s messages and made notes. Listen to
the call, find the mistakes in the note below, and correct them.
3
Now listen to another caller and complete this message.
4
Listen to a different recorded message.
Who is it for and what is their extension number?
5
Listen to some more voice mail instructions. What number do you need to press
to:
a. Replay a message?
b. Continue recording a message?
c. Delete a message?
d. Speak to an operator?
e. Transfer out of the voice mail system?
10
Speaking
Sit back to back with a partner and act out these telephone calls. One person looks at
the information below. The other uses the information in File 8 on page 159.
Call 1
Your company’s new price lists are still at the printers. You expect them to arrive
today. A customer calls with a request. Write down the details.
Call 2
Phone your partner and ask them to speak at the GMB Congress at Queen Margaret’s
Hall, Manchester on July 13th. You want them to give a talk on their company’s
current projects.
Writing
I
We often write letters to confirm phone calls. Most business letters and faxes
contain a lot of standard phrases. Notice how some standard phrases are used in
this letter.
11
2
Use this list of standard phrases to complete the letters opposite.
THE START
Dear Sir or Madam,
Dear Mr Sloan,
Mrs Sloan,
Miss Sloan,
Ms Sloan,
*
**
**
**
**
Dear Mary-Lynn,
***
THE FINISH
Yours faithfully, *
Yours sincerely, **
Best wishes,
***
AMERICAN ENGLISH
Sincerely yours,
Yours truly,
* suitable if you don’t know the name of the person you are writing to.
** suitable if you know their name.
*** suitable if the person is a close business contact or friend.
THE REFERENCE
With reference to
your advertisement in the Reporter, ...
your letter of 25th April, …
your phone call today, …
THE REASON FOR WRITING
I am writing to
enquire about
apologize for
confirm ...
REQUESTING
Could you possibly ...?
I would be grateful if you could …
AGREEING TO REQUESTS
I would be delighted to …
GIVING BAD NEWS
Unfortunately ...
I’m afraid that ...
ENCLOSING DOCUMENTS
I am enclosing
Please find enclosed
Close letters with a friendly phrase or reference to future contact.
CLOSING REMARKS
Thank you for your help.
Please contact us again if
we can help in any way.
there are any problems.
you have any questions.
REFERENCE TO FUTURE CONTACT
I look forward to
hearing from you soon.
meeting you next Tuesday.
seeing you next week.
12
13
COMPANY HISTORY
In this unit:
• Language Focus
Past simple: regular and irregular verbs
Pronunciation:
past simple endings It! Id! lid!
• Skills
Writing: sequencing ideas
Reading:
company history of Bic
Listening:
company history of Zurich Financial
Services Group
• Vocabulary
Adjective and noun partners
• Business Communication
Company presentation
_____________________________________________
Key Vocabulary 5.1
Lead-in
1
Companies often include details about their history in their marketing
literature, their annual reports and company presentations, in order to show
that they are established, and have experience in their field. This can
include information about the founder or person who started the company,
and key dates and events in the company history.
Marks & Spencer is a major retailer selling food, clothes and
household furnishings. It also sells financial products. In Unit 1 you
heard about its customer care.
Which key events from the company history do you think each photo
(a-i represents? When do you think each event happened?
a
b
c
14
d
e
2
Language Focus
Listen and match each picture to an event. Note the date for each event.
Past simple: regular and irregular verbs
1 Work in pairs and discuss what you know about Ford and its history. Now read
the magazine article.
Ford of Britain
When did it all start?
In the spring of 1896 engineer Henry Ford built his first horseless
carriage. In 1903 Ford, backed by 12 local business men, formed
the Ford motor company which later pioneered* modern
production line techniques.
When did it come to Britain?
In 1911 Ford’s first assembly plant outside North America opened
at Trafford Park, Manchester, and in 1929 work started on building
the Dagenham plant where the first Model AA truck rolled off the
line* at 1.15 p.m. on October 1, 1931.
* to pioneer: to be the first to invent something
* rolled off the line: to be manufactured
2
What do these numbers from the text refer to?
1903 1929
12
1896
1931
1911
3
Complete these sentences.
1 In 1896 Henry Ford ___________his first car.
2 In 1903 Henry Ford ___________the Ford Motor Company.
3 Twelve local businessmen ________ him.
4 In 1911 Ford __________ the first assembly plant in Manchester, England.
5 In 1929 he ___________ building the Dagenham plant.
15
4
Answer these questions about the past simple tense.
1
2
3
4
How is the regular past simple tense formed?
started, backed, opened
e.g.
Not all verbs have a regular past simple tense. Give an example of an
irregular past simple tense from the text on page 47.
Look at the two questions (a and b). Underline the auxiliary verb ~~~
and the main verb _________ for each.
a When did it all start?’
b When did it come to Britain?
Look at the two negative sentences and underline the negative auxiliary
verb ~~~ and the main verb ______for each:
a Ford built the first car in 1896, but he did not form the company until
1903.
b The first truck didn’t roll off the line until 1931.
Now look at the grammar reference to check your answers.
Grammar Reference page 152
Pronunciation
Past simple verb endings
1 There are three different pronunciations for the regular past
simple tense ending -ed. They are /t/,/d / and /id/
Listen and repeat.
1 We use /t/ after the sounds /p/, /t∫/, /k/, /f/,/s/ and /∫/:
stopped, watched, worked, puffed, missed, finished.
2 We use /id/ after verbs ending in /d/ and /t/:
started, waited, ended.
3 We use /d/ after all other sounds:
formed, rolled, opened.
2 Listen to the sentences and repeat them.
1 He formed a company.
2 They started making cars.
3 They stopped making Model B trucks.
3 Practise saying the verbs in Language Focus exercise 3 on page
47.
16
Language
Practice
1
Read this history of Dr. Martens shoes. The writer uses the present
tense to make the summary seem ‘alive’.
1980s Thousands of Japanese,
American and European youth come
to London’s Camden market to buy
DMs.
1946 A German doctor
Klaus
Maertens, living in Seeshaupt, near
Munich, goes skiing and injures his foot.
He makes himself a pair of shoes from
old tyres with air soles to cushion the
foot.
Dr Maertens and a friend, Dr Herbert
Funck, an engineer, patent* and develop
the Doctor Maertens shoe.
1959 Maertens and Funck sell the
manufacturing rights to R. Griggs and
Co., a traditional British bootmaker.
1 April 1960 The first British DMs go
on sale.
Mid 1960s British youth adopt the
DM as a symbol of
establishment* attitudes.
their
anti-
1970s Unemployed youth wear DMs
and behave violently on football terraces.
The Police wear
DMs to catch
them.
1971 Rebels* wear DMs in Stanley
Kubrick’s
Orange.
violent
film
A
Clockwork
1983 Young designer Wayne
Heminway
and
his
wife-to-be
Geraldine, set up a stall in Camden
market selling clothes and DMs. It
becomes the place to buy DMs.
Griggs supplies Heminway with
customised* DMs for his Red or Dead
fashion shows.
Some women wear them as a form of
protest.
1985 Madonna wears DMs in the
film Desperately Seeking Susan.
1992 Designers such as Karl
Lagerfeld and Gianni Versace offer
designer DMs.
1993 The Pope wears them walking
in the Alps and we hear the Dalai
Lama likes them too
Today the Vatican Guard wear them.
* patent: to get a legal document to stop others
manufacturing a product
* anti-establishment: not in agreement with
government or authority
* rebel: someone who fights against authority
* customised: designed for a particular
customer.
1975 Elton John wears giant DMs in
the rock-opera Tommy
Mid 1970s Punk rock fans adopt
them.
2
3
Source: The European
Write the past simple forms of the verbs underlined above.
Which of the past simple verbs are regular and which are irregular?
17
4
Look at the text again and write four questions for your partner.
Example:
When did Klaus Maertens injure his foot? Was it in a) 1896 b) 1920 c) 1946?
Now answer your partner’s questions.
5
Faith Walker talks about her first pair of Dr. Martens (DMs). Before you listen, work
with a partner and complete the questions the interviewer asks.
1
2
3
6
Reading
When did you __________ ?
How much _____________?
Where _________________?
4
5
6
What colour _____________?
Why ___________________?
Do you still ______________?
5.5 Listen and see if you were right, then note the answer to each question.
1 The text is about the French company, Bic. Can you name three of Bic’s
products? Now quickly read the text to check.
2 What are the advantages of disposable or ‘throwaway’ products?
Bic’s success in a throwaway world
Bic is a household
name, synonymous with
a disposable age *
1
FEW companies can say
that they are responsible
for changing the everyday
habits of billions of people
throughout the world, but
the French company Bic,
founded in 1950, is one
that can.
2 The ballpoint pen came
first. The original biros —
named after Lazlo Biro,
their Hungarian inventor —
were
expensive
and
difficult to use. Baron
Marcel Bich, the owner of a
small
office
supplies
company, brought together
French
and
British
scientists to refine* and
modify* the design. He
negotiated the rights to
produce and sell the pen
with Biro. Production of the
Bic “Crystal” began in
1953. The “Crystal” had a
clear blue plastic tube and a
visible ink supply which was
sufficient to draw a line three
kilometres long.
3 Sales rose from around 50,000
a week in the first year to a
quarter of a million a day by
1956. Today sales of Bic writing
instruments total more than 20
million a day in 160 countries.
4 Bich was not content with a
one-product
business
and
wanted to find other throwaway
ideas. In 1972 came the
disposable lighter, It is another
success story which made Bic
world leaders in the sector, with
daily sales of disposable lighters
now numbering almost 4
million.
Bic’s winning formula was a
combination of simplicity of
production and reliability; the
company claims that its lighters
will work 3,000 times compared
with
competing
brands’
1000.
5 The company used healthy
profits to invest in its third
major product range — the
throwaway razor — in 1975.
It now contests market
leadership with Gillette.* Bic
subsequently
diversified
further — into windsurfing
boards and fashion — but
the three original throwaway
ideas remain its success
stories.
*
synonymous
disposable
with
a
[Bic]
age:
represents our fast-moving
world
* to refine: improve
* to modify: make small
changes
• Gillette: major manufacturer
of razors and toiletries.
The European
18
3
Read the text and complete this company history.
COMPANY HISTORY
1950
The company was founded.
1950—53 Lazlo Biro invented the first pen.
Marcel Bich 1______________ and 2______________ the design. Bich
negotiated with Biro to 3_______________________________
1953
Production of the 4_______________ began.
1956
Sales of the biro rose to 5 _______________________________
1972
Bic invented 6 _______________________
1975
Bic invented 7 _______________________
Now
Bic sells 8 _____________ ballpoint pens per day.
Bic sells 9______________ disposable lighters per day.
Bic and 10 _____________ are leaders in the market for disposable
razors.
Vocabulary Word partners: adjectives and nouns
1 Match the adjectives with the nouns to make six word partners.
ADJECTIVE
NOUN
1 product
a age (heading)
2 disposable
b name (heading)
3 household
c habits (para 1)
4 healthy
d brand (para 4)
5 competing
e profits (para 5)
6 everyday
f range (para 5)
2 Now combine the adjectives with these nouns.
a object b lighter c companies d competition e development
Cross-cultural
Comparison
Work in pairs and discuss.
1 Are disposable products popular in your country?
2 What disposable products do you use and why?
3 Are disposable products good for the environment?
19
Writing
Sequencing ideas
1 Number the items in the order that Bic produced them.
a razor
b biro
c lighter
d windsurfing board
2 The following sequencers describe the order of events. Read the
paragraph below about Bic’s history and say how they are used.
first
Second
then
lastly
first of all
Secondly
after that
finally
firstly
afterwards
now/today
next
Bic is well-known for its disposable products. First of all, Bic produced the
throwaway pen, the biro. Then came the disposable lighter. Next they
invented the throwaway razor and after that the windsurfing board.
Today the company focuses on producing razors, biros and lighters. There
were three key inventions in the company’s history: firstly the ballpoint
pen, secondly the disposable lighter and lastly the throwaway razor.
3 Work in pairs to find out about EMI (Electrical Music Industries), one of
the world’s leading music companies.
Student B: Turn to page 147.
Student A: Study this information on EMI.
Ask and answer questions to find out the history of
EMI’s products.
Example:
When did EMI introduce long playing vinyl records?
What did it do in 1952?
Date
Event
_____
EMI introduced long playing vinyl records (LPs).
1952
______________________________________
_____
EMI introduced stereo LP recordings (LPs).
1966
_________________________________
1983
EMI launched its first compact discs.
1994
_________________________________
Today
One of the world’s leading music companies.
4 Write a history of EMJ’s music production. Use the description of Bic in
exercise 2 to help you.
Grammar Reference page 158
20
Listening
1
Pat Woodgate describes the history of the company he works for,
Zurich Financial Services Group. Before you listen, match the words
on the Left with a definition on the right.
1 asset management
2 insurance
3 re-insurance
4 to merge
a a sum of money is paid to a company to
take on a risk for you
b a company gives you financial advice,
then manages your possessions
c to join together to form a new company
d an insurance company buys its own
insurance from other insurance
companies, to share the risk of loss
2 Listen to the first part of the talk and answer the questions.
1 Which two things does the presenter talk about?
2 Complete the sentences.
a Pat works in the Loss Control Department of Zurich _____________,
part of the Zurich _________________________ Group.
__, e.g. local
b The company deals with the p____________s
_______________ and National Health trusts.
3 Where was the company founded?
4 In English, what was its original name?
3 Here are the key dates in the company’s history. Listen to the second
part of the talk and match each event to the correct date.
a 1873
b 1875
c 1922
d 1993
e 1998
1 The company merged with British American Financial Services
and formed Zurich Financial Services Group.
2 The company obtained a licence to conduct business in other
European countries.
3 The company opened for business in the UK, with
headquarters in London.
4 The company started business and provided re-insurance.
5 The company took over the business of Municipal Mutual
Insurance (MMI).
4 Complete the missing information.
Employees:
The group has 1 ___________ employees.
Customers: The group has over 2 __________ customers.
Countries:
The group operates in 3 ________ countries.
Company status: One of the ten largest companies which offer
4 ________
21
Business
Communication
Company presentation
1 Work in two groups and
Prepare a presentation
GROUP A
You represent Bic, and are preparing a
presentation on the history of the company
to give to a group of university graduates.
Use the notes from the Reading (page 50)
and the information below to prepare your
presentation.
GROUP B
You represent EMI and are preparing a
presentation on the history of the company
to give to a group of university graduates.
Use the notes from the Writing (page 52)
and the information below to prepare your
presentation.
Introduction
In the introduction you should tell your audience what you are going to say.
Use the sequencing words you practised in the Writing section to explain the
sequence.
‘Firstly I’m going to talk to you today about the key developments in
the history of the company I work for and then tell you about the
company’s current position.’
Main Body of the Presentation
Now prepare the body of the presentation. Don’t write the presentation, but
make notes to help you remember what you want to say. Use the language in
the box to tell the listener about the sequence of events.
There are (six) key dates in the company’s history
Firstly, in 1950
After that
Is that clear?
Lastly
Now the company is a leader in the field of
Are there any questions?
Thank you very much.
22
2 Work in pairs, one from Group A and one from Group B.
Student A: Give your presentation to your partner who is a graduate at a 1o
university. Be enthusiastic about your company - you want to impress your
partner!*
Student B: Ask Student A questions at the end of the presentation. Discuss
strengths and weaknesses of the presentation. Ask yourself these questions:
•
How clear was the message? Was it easy to follow?
•
How fluent was your partner? Did he/she speak without many
hesitations?
•
How accurate was your partner? Did he/she make many mistakes?
•
How confident was your partner?
Now change roles. Student B: Give your presentation to Student A.
Student A: Listen, ask questions and comment on the presentation.
Final Task
Choose one of the companies you have studied so far.
Write a short summary of the history of the company. Be careful
with past tense verbs and remember to use sequencing words to
help your reader.
Checklist for Unit 5: ______________________________________
1 What do you know about Ford?
2 What is the past tense of: make, develop, build, sell, go?
3 Name three Bic products.
4 How do you pronounce these regular past tense verbs?
a stopped b worked c opened d formed e started
5 Describe two key events in the company history of Zurich
Financial Services Group.
f ended
23
PLANNING
PRESENTATION
I What security arrangements do you have in your place of work? How
do you prevent theft?
OBJECTIVE
To discuss future work
plans and schedules
TASKS
To talk about quantity:
how much and
how many
*
to predict events in
your company’s future
*
to give strong advice to
colleagues
*
to follow a briefing on a
project schedule
*
to plan a new business
venture
2
3
Two managers discuss the security arrangements for their
company’s new warehouse and distribution centre.
Listen to their conversation and decide which parts of the building
they are talking about. Mark the appropriate conversation number
on the plan opposite.
Now listen to each conversation again. Answer the questions and
fill in the spaces. Use one word per space.
How many windows will there be?
______ _______ ______ ______ in here?
_______ _______ _______ only one door?
24
What will the gatehouse workers do?
_____________ _____________ _____________ will work here?
____________ ____________ ____________ will they need?
What will visitors do?
There ____________ ____________ ____________ space,
_______
_______?
There _____________ _____________ _____________ visitors.
Why will security be a problem?
This area _____ ______
very busy.
There _______ ________ _______ doors.
Why are the doors a problem?
___________ ___________ _________ have those doors there.
___________ ___________ move the doors.
25
LANGUAGE WORK
Talking about quantity
I
Do your company’s staff ever visit any exotic conference locations?
Read this information about one of Club Med’s venues. Find out why
companies choose to send their staff there.
For a conference venue that will be unforgettable, few places on earth can match the beauty of
Phuket. Away from the pressure of ringing phones and difficult customers, your valued employees
can relax on Thailand’s paradise island, surrounded by the pure clear waters of the Andaman Sea.
Accommodation is in local bamboo style bungalows set in 13 hectares of tropical vegetation. With
very little traffic to disturb the peace, your staff can listen to the sounds of the birds and the wind in
the palm trees. This is the perfect place to encourage communication, company loyalty, team spirit
and successful sales forces.
• 5 restaurants, 3 bars and a night-club.
• Conference facilities and equipment including multi-system VHS VCR, 16 mm movie projector, QHP,
35 mm slide projector, sound system, flip chart etc.
• Swimming pool with aquagym, sailing, snorkelling, tennis, squash, golf, archery, volleyball,
basketball, boules and table tennis.
26
2
Complete these sentences about Club Med’s Phuket conference venue. Use words and phrases
from the box.
There is a lot of (1)
……………………………………………………………………………………….
There are a lot of (2)
………………………………………………………………………………………
There isn’t much (3)
……………………………………………………………………………………….
There aren’t many (4) ……………………………………………………………………………………….
……………………………………………………………………………………….
There isn’t any (5)
There aren’t any (6)
……………………………………………………………………………………….
difficult customers
traffic
places as beautiful as Phuket
pollution
conference equipment available
noise
3
cars
sports and leisure activities
ringing telephones
different places to eat
tropical vegetation
pressure
What’s your home town like? Describe it in the same way. Make sentences beginning There is /
isn’t ... or There are / aren’t ...
Then find out about a partner’s home town. Ask questions beginning Is there much ... ? or Are
there many ... ? Use the words below.
1
2
3
4
industry
unemployment
open spaces
parks
5
6
7
8
immigrants
tourists
old buildings
traffic
9
10
11
12
golf courses
restaurants
nightlife
snow
27
4
5
Are these nouns countable (C), uncountable, (U) or both (U/C)?
information
advice
equipment
fact
job
furniture
research
work
paper
money
man
newspaper
dollar ($)
person
news
suggestion
machinery
time
help
machine
experience
Complete these sentences. Use much with uncountable nouns and many with countable nouns.
1
How _________ equipment do you need?
2
I’m afraid I can’t give you ___________ information about that.
3
There aren’t __________ machines working today.
4
We haven’t got
5
How ___________ yen are there to the dollar?
6
How ___________ people were there at the meeting?
7
Are there ___________ jobs left to do?
8
I haven’t done __________ work today.
9
How __________ times have you been to England?
10
How _________ time can I spend on this project?
money left.
For more information on uncountable nouns, see page 174.
Making predictions I We often use will and won’t to make predictions about the future.
Are these predictions true for your company? Correct the ones that are
wrong.
Our turnover will increase.
won’t
1
2
3
4
5
6
7
8
9
10
11
12
2
Our turnover will increase.
The company won’t expand.
Our market share will rise.
Competition from abroad will increase.
We’ll go out of business.
Demand for our products will rise.
We’ll introduce new technology.
Our staff will need more training.
There will be a shortage of good staff.
We’ll make staff redundant.
Prices of raw materials will rise.
Our prices will fall.
Compare your answers with some other students. Ask why they think
things will or won’t happen.
A Our turnover won’t increase.
B Why not?
A The market will get smaller and there’ll be a lot of competition.
28
We use You’d better ... to give strong advice, for example:
Giving advice
A
B
I’ve received some faulty parts from one of our suppliers.
What shall I do?
You’d better not accept them. You’d better send them back.
Work with one or two colleagues. Take it in turns to give each other advice. Say
You’d better... and You’d better not ....
1
2
3
4
5
6
There’s a mistake on this invoice. What shall I do?
They want me to sign a contract but I don’t understand the small print.
What shall I do?
I’ve received a bad reference for one of the candidates for the new sales
job. What shall I do?
I’m planning to go on holiday next week but four of my staff are off sick.
What shall I do?
I have to give a presentation in five minutes and I can’t find my notes.
What shall I do?
My English isn’t good enough to negotiate the deal and the translator hasn’t
arrived. What shall I do?
Contractions
Pronunciation
1 We contract a lot of small words in spoken English.
We’ll need your help.
We’ll = We will
There’s a lot of competition. There’s = There is
What words are contracted in these sentences? Write the words out in full.
1
There aren’t many machines working today.
2
It won’t be a problem.
3
You’d better speak to your lawyer.
4
I’d like to speak to the manager.
5 I’ve done a lot of work today.
6
He hasn’t got much money left.
7
He’s finished the job.
8
She’s waiting for you in Susan’s office.
2 What words can we contract in these sentences?
1
He will call you when he has got the information.
2
We have been very busy so I have not had much time today.
3
I am not in the office next week but I would like to arrange a
meeting with you the week after.
4
You had better not sign the contract until they have checked it.
She does not know what it is like.
5
3
Now listen to check your answers.
29
Offering help
1
Listen to six short conversations. Match each one to the correct picture.
Listen again an act them out with a partner.
2
A foreign colleague is visiting your office. They have just been called home
unexpectedly and they are planning what to do.
Work with a partner. Take it in turns to be the visitor. The other person
should offer help. They should use pronouns, for example, it, them, him, and
her in their answers.
Visitor
Colleague
Visitor
1
2
3
4
5
6
I’d better change my flight.
Shall I change it for you?
No, it’s all right thanks. I’ll manage / Oh. yes please. That’s
very kind of you.
change my flight
tell Maria to postpone tomorrow’s meeting
cancel my hotel booking
fax the division reports to Lisbon
ask Stefan to pick me up at the airport
phone Mr Parry and cancel Friday’s appointment
Conference planning
1 What is this advertisement for? Is it effective? Why/Why not?
2
Act out the conversation between the two people in the ad with a partner.
These phrases will help you.
We’ll need ...
Will we need...?
We’ll want ...
Will we want...?
You’d better
Shall I... ?
30
31
SKILLS WORK
Listening
1
Listen to two people discussing the schedule for an office move.
When will these things happen?
When
They will move offices.
The lease on their present offices will run out.
They will sign the contract for the new offices.
They will get the new building ready
They will fix an exact moving date.
2
What does the man say about the size of the new offices? What explanation
does the woman give?
3
What different verbs did they use to discuss their future plans. Listen again and
complete these sentences.
1
We ____________ move offices this autumn.
2 We don’t ____________ renew it.
3 We _____ _____ sign the contract next week.
4 We ______ _______ get it ready by the end of September.
5 I _____ _______ fix one next month.
Which three verbs sound most definite?
4
Would you like to become a teleworker? What are the advantages and
disadvantages of teleworking?
Many employees at Ernst & Young are now
teleworkers.
They have no permanent desks at the accounting
firm’s offices on New York’s Seventh Avenue.
If they go into the office for a day, they
get a temporary desk, along with some
complimentary desk accessories like
paper pads and pens. Ernst & Young
have reduced their real estate costs by
millions of dollars.
32
5
Listen to the next part of the conversation. Do they mention any of the
advantages and disadvantages you thought of?
How often will the staff come into the office? And how often will they have
contact with their supervisor?
6
Supply the missing words for the gaps below.
(every month)
a monthly meeting
(every day)
a ________ paper
(every three months) a _________ newsletter
(every week)
a ________ magazine
(every hour)
an _______ update
(every year)
a _________ report
or an _______ report
Speaking
Work in a small group with two or three colleagues.
1
You have decided to leave your present jobs and set up in business together.
Plan the venture.
1 What sort of business will you set up?
• Service (What service will you offer?)
• Manufacturing (What will you produce?)
What competitors will you have?
How will your product/service be different from theirs?
2 Consider the talents and skills of everyone in the group.
What jobs will you all do in the new organization?
3 What premises (building/offices) will you need?
What equipment will you need?
What machinery will you need?
What staff will you need?
4 How will you advertise your product/service?
5 How much capital (start-up money) will you need?
How will you finance your operations?
6 When will you start the venture? Prepare a schedule.
3
Report back to the class. Tell them your plans. They will ask questions and give
advice.
33
Telephoning
In the examples in this entry, A is the person answering the phone, and B is the person who is
making the phone call.
answering
the phone
There are several ways of answering the telephone when someone phones you. You can just say
“Hello”, or you can give your telephone number.
A:
Hello.
B:
Hello. It’s me
A:
B:
76459.
Hello. Is that Carol?
If you are at work, you can give the name of your organization or department, or your own name.
You can say “Good morning” or “Good afternoon” instead of “Hello”.
A:
B:
Hello. I’d like to make an appointment to see one of the doctors this morning please.
Parkfield Medical Centre.
A:
B:
Hello. Tony Parsons speaking.
Oh, hello. It’s Tom Roberts here.
A:
B:
A:
Good morning. Who am I speaking to?
Good morning.
Er, my name is Alan Fentiman.
Some people say “Yes?” when answering a phone call, especially one within an organization, but this
can sound abrupt and rude.
If you recognize the person’s voice when they say “Hello”, you can say “Hello” followed by their
name.
A:
B:
A:
Hello.
Hello, Jim.
Hello, Alex, how are you?
If you don’t recognize the caller’s voice, you can ask who it is. If you are at home, you say “Sorry,
who is it?” or “Who is this?” Some people say “Who’s that?”, but this can sound rude.
A:
B:
A:
B:
Hello.
Hello.
Sorry, who is it?
It’s me, Terry.
If you think you know who the caller is, you say, for example, “Is that James?” or “That’s James, isn’t
it?”
A:
B:
A:
B:
Hello.
Hello. Can I speak to John?
I’m afraid he’s just gone out. Is that Sarah?
Yes.
If you are at work, and the caller wants to speak to someone else, you say “Who’s calling?” or “Who’s
speaking?”
34
B:
A:
B:
A.
Hello, could I speak to Mrs George, please?
Who’s calling?
The name is Pearce.
Hold on a minute, please.
If the caller has got through to the wrong number, you say something like “I think you’ve got the
wrong number” or “Sorry, wrong number”.
A:
B:
A:
B:
Hello.
Mrs Clough?
No, you’ve got the wrong number.
I’m sorry.
telephoning
someone
When you are phoning a friend or relative, you can just say “Hello” when they answer the phone, if
you think they will recognize your voice. You can add their name.
A:
B:
Hello.
Hello! I just thought I’d better ring to let you know what time I’ll be arriving.
A:
B:
A:
B:
Hello.
Hello, Alan.
Hello, Mark, how are you?
Well, not so good.
Note that after saying ‘Hello’ friends and relatives normally ask each other how they are.
If you need to make it clear who you are when you phone someone, you say “It’s” or “This is” and
your name.
A:
B:
Hello.
Hello. It’s Jenny.
A:
B:
Hello.
Hello, Alan. This is Eila.
You can also say “It’s ... here”.
A:
B:
Hello.
It’s Maggie Turner here.
Sometimes you do not need to give your name, for example when you are asking for general
information.
A:
B:
Citizen’s Advice Bureau.
Hello, I’d like some advice about a dispute with my neighbours.
If you are not sure who has answered the phone, you say “Who am I speaking to?” or, informally,
“Who’s that?”
A:
B:
Hello.
Hello. Who am I speaking to, please?
A:
B:
A:
B:
Yes?
I want to speak to Mr Taylor.
I’m afraid Mr Taylor’s not in the office right now.
Who’s that?
35
You can check that you have the right person, organization, or number by saying “Is that...?”, or by
just saying the name or number like a question.
A:
B:
A:
B:
A:
B:
A:
Hello.
Is that Mrs Thompson?
Er, it is.
This is Kaj Mintti from Finland.
Hello.
Hello? 435 1916?
Yes?
Note that American speakers usually say “Is this...?” instead of “Is that...?”
A:
B:
Hello.
Hello, Is this the Casa Bianca restaurant? I want to speak with Anna. Anna di Pietro.
asking to speak
to someone
If the person who answers the phone is not the person you want to speak to, you say, for example,
“Can I speak to Paul, please?” or “Is Paul there?”
A:
B:
A:
B:
A:
B:
Hello.
Can I speak to Sue, please?
Hang on — I’m sorry, but she’s not in at the moment.
Can I leave a message?
Yes.
Would you tell her that Adrian phoned?
If you are making a business call, you say, for example, “Could I speak to Mr Green, please?” or just
say the name of the person or department you want, followed by “please”.
A:
B:
A:
B:
William Foux and Company.
Er, good afternoon. Could I speak to Mr Duff, please?
Oh, I’m sorry, he’s on another line at the moment. Will you hang on?
No, it’s all right. I’ll ring later.
A:
B:
A:
British Steel Corporation.
Data room, please.
I’ll put you through.
If the person you are speaking to is in fact the person you want, they sometimes say “Speaking”.
A:
B:
A:
B:
Personnel.
Could I speak to Mr Wilson, please.
Speaking.
Oh, right. I wanted to ask you a question about sick pay.
ending
a phone call
When you end a phone call, you say “Goodbye” or, informally, “Bye”.
A:
B:
A:
B:
I’m afraid I can’t talk to you now.
OK, I’ll phone back after lunch.
OK. Goodbye.
Goodbye.
36
A: I’ll just check. Yes, it’s here.
B: Oh, OK. Thanks. Bye.
People sometimes also say “Speak to you soon” or “Thanks for ringing”.
Letter writing
informal letters
If you are writing a letter to a friend or relative, you use informal
language, as in the example opposite. Informal letters are usually
handwritten, although some people type them.
address and
date
You put your address and the date, or just the date, in the top right-hand
corner. You do not put the address of the person you are writing to at the
top of the letter.
beginning an
informal letter
You normally begin an informal letter to a friend using “Dear” and the
person’s first name, for example “Dear Louise”. When people are writing
to a relative, they use the person’s “relative” title, for example “Dear
Mum”, “Dear Grandpa”, or “Dear Grandma”. If you are very fond of the
friend or relative you are writing to, you can begin your letter with
something like “My dearest Sara” or “Darling Alison”.
In a handwritten letter, people usually begin the first sentence under the
end of the person’s name, and start each paragraph a little way in from
the left-hand side of the page.
ending an
informal letter
The expression you use to end an informal letter with depends on
whether you are a man or a woman. “Love”’ is used by women in most
informal letters, but by men only when writing to close female friends or
relatives. “Yours”, “Best wishes”, and “All the best” are used by men in
most informal letters, and by women who are writing to someone they are
not particularly fond of. “Lots of love” is used by men and women when
writing to someone they are very fond of, but is not often used by men
writing to men. The expression at the end of an informal letter is usually
written towards the right of the page, with the signature a little further to
the right.
63 Pottery Road
Birmingham
B18 8AS
18/4/92
Dear Mario,
How are you? Thanks for the letter telling me that you’ll be coming over to England this
summer. I’ll be good to see you again. You must come and stay with me in Birmingham.
I’ll be on holiday when you’re here as the University will be closed, so we can have some days
out together. Write or phone me to tell me when you want to come and stay.
All the best,
Dave
37
addressing an
envelope
The example at the top of the next page shows how to write the name
and address on an envelope. Some people put a comma at the end of each
line, and a full stop after the county or country.
You usually use the title, initial or initials, and surname of the person you
are writing to. When writing to a married couple, you usually use only the
husband’s initials, for example “Mr and Mrs G T Black”.
When writing to a married woman, people used to use her husband’s
initials. However, people nowadays tend to use the woman’s own initials,
unless they are sending a very formal letter or writing to someone who
prefers the old style of address.
You can also use the person’s title, first name, and surname: “Miss Sarah
Wilkins”. When the letter is informal, you can just use their first name and
surname, or their initial (or initials) and surname: “Sarah Wilkins” or “S
Wilkins”.
Miss S Wilkins
13 Magpie Close
Guildford
Surrey
GL4 2PX
If you are writing to someone who is temporarily staying with someone else
or staying in a particular place, you put their name first and then, on the
line below, put “c/o” in front of the name of the other person or the place,
as in the example below. “do” stands for “care of”
Mr JL Martin
c/o Mrs P Roberts
28 Fish Street
Cambridge
CB2 8AS
When sending a letter to a place in Britain or the USA, you should put the
postcode or zip code (the set of letters and numbers at the end of the
address) on a separate line.
38
E—MAILS
E-mail, or electronic mail, is how messages are sent over the Internet, and is
increasingly common. Unlike telephone callas, e-mail is useful for differences in time
zones and messages can be read when the receiver is ready.
This is an e-mail confirming that two colleagues will discuss contracts at a trade fair.
The electronic
address at the
top tells the
receiver who
the message is
from.
From:
To:
Date:
Information about
the sender and
receiver appears
at the top, so the
writer does not
use
traditional
greetings.
Company
History
Subject:
Judith [email protected]
[email protected]
Fri, 16 Jul 200010:56:45
Trade Fair
Thanks for the message. I’m looking forward to seeing you at
the Hamburg trade fair next month. I’ll bring the final
contracts with me and we can discuss them over lunch.
Best wishes
Judith
Companies often receive letters from business students and other members
of the public asking for information about their company. Write an e-mail
to a company asking them to send you some company information.
From:
To:
Date:
Subject:
The style is
much more
informal
than letters,
and can be
quite casual.
39
to
to
to
to
to
to
to
get married
buy a house
start work
go to university
retire
start school
fall in love
to
to
to
to
to
to
to
learn to drive
die
leave school
get engaged
be born
get a new job
become a grandparent
What happened in (1938)? She (got engaged).
When was she (born)? In (1910).
When did she (get married)? In (1940).
to meet one’s future
husband/wife
to live in the country
to have children
to move
40
Who are you?
41
Information sheet
NAME
AGE
JOB
WHERE/
COME FROM
WHERE/
LIVE
Jenny Freeman
Belfast
secretary
Ottile Amaambo
México
27
Bordeaux
barman
Rome
Edinburgh
Yumiko Ono
photographer
Cardiff
Bonn
Selección de Material: Aldo Moreira M.
/ss
SISTERS AND
BROTHERS

1 HCW 321 English Intermediate I TELEPHONING - ramos on

Transcription

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