Language of Business Communication: manual 9786010413290

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AL-FARABI KAZAKH NATIONAL UNIVERSITY

S. S. Nikambayeva

LANGUAGE OF BUSINESS COMMUNICATION Manual

Almaty «Qazaq university» 2015

UDC 80/81 (075.8) LBC 81.2 я 73 N 64

Recommended for Academic Council of the Faculty of Philology, Literary Studies and World Languages and RISO KazNU after Al-farabi (protocol №3 dated 04.03.2015)

Reviewer Candidate of Philology Sciences, associate professor T.T. Dzharasova

N 64

Nikambayeva S.S. Language of Business Communication: manual / S.S. Nikambayeva. – Almaty: Qazaq university, 2015. – 150 p. ISBN 978-601-04-1329-0 Main objective of a manual «Language of Business Communication» is mastering students’ communicative competence which will allow to use further a foreign language in various areas of professional activity, scientific and practical work, in communication with foreign partners, for self-educational; and to prepare students for professional activity. Along with the practical purpose, the course realizes the educational and bringing up purposes, promoting expansion of an outlook, increase culture of thinking, respect for cultural wealth of other countries. Берілген «Language of Business Communication» оқу құралының негізгі мақсаты – студенттердің келешекте мамандықтың қандай да саласында: ғылыми және тәжірибелік жұмыста, шетелдік әріптестерімен қарым-қатынаста коммуникативтік құзыреттілігін дамыту. Тәжірибелік дағдыны қалыптастырумен қатар курс студенттерге білім және тәрбие беруге, олардың ой-өрісін жан-жақты кеңейтіп, шыдамдылыққа, басқа шетелдіктердің рухани құндылығын сыйлауға негізделген.

UDC 80/81 (075.8) LBC 81.2 я 73 ISBN 978-601-04-1329-0

© Nikambayeva S.S., 2015 © KazNU after аl-Farabi, 2015

CONTENTS

INTRODUCTION.....................................................................5 UNIT I 1.1. English еtiquette...................................................................7 1.2. Business Etiquette of English.............................................11 UNIT II 2.1 Etiquette History..................................................................15 2.2. Business Etiquette in the USA............................................21 Unit III 3.1. Business Etiquette of Kazakh People.................................27 3.2. Business Lunch in Kazakhstan...........................................31 UNIT IV 4.1. Ethics of Telephone Conversation......................................35 4.2. Business Telephone Etiquette.............................................40 UNIT V 5.1. Business Correspondence...................................................46 5.2. Writing Cover Letters.........................................................50 UNIT VI 6.1. Some Features of Conducting Business Negotiations of the Different Countries...................................................54 6.2. Compromise or Settlement Agreements.............................62 UNIT VII 7.1. Making Presentations in English........................................67 7.2. Skill of a Public Speech......................................................71

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Language of Business Communication

UNIT VIII 8.1. Managing people................................................................75 8.2. Leadership Qualities and Role............................................78 ANSWER KEY........................................................................83 GRAMMAR NOTES...............................................................97 ADDITIONAL МATERIALS...............................................144 BIBLIOGRAPHY..................................................................148

INTRODUCTION

T

he modern international situation, economic and political integration cause involvement of escalating number of experts in different areas of science and equipment in direct implementation of the international relations accompanied with significant growth and expansion of cultural and business contacts, all this imposed the requirements to nature of foreign language skills and speech etiquette and by that determined some principles and parameters of new methods of training, in particular, in foreign languages. In contents of the manual features of the use of English within business communication reveal, appointment and characteristics of official style comes to light; requirements to speech communication in the business sphere, are considered types, genres, composite models of business letters; etiquette and stylistics of the business letter. The special attention is paid to language definition of the reasons communicative удач and failures in business communication, to methods of effective interaction with partners by means of business correspondence and oral communication. The manual is intended for students of full-time tuition of the specialty «Foreign Philology» «A foreign language: two foreign languages», «The translation and theory of translation», students of Kazakh department and everyone to deepen the knowledge in the field of modern English.The course contains eight units, each of which includes texts, lexical and speech exercises, the subsections Writing and Discussion, Grammar Notes, keys to exercises, texts for additional reading. The English speech etiquette is important not only for British, but also for all learning English as foreign. It is 5

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Language of Business Communication

peculiar and has own rules and norms which sometimes significantly disperse from rules and norms, for example, of the Kazakh and Russian speech etiquette. It leads to that very cultural person can seem impolite among British if he, communicating with them in English, doesn’t know English speech etiquette. Therefore efforts on studying of English will be not vain if the studying English not only learns to express well on it, but also will learn to be polite and pleasant in communication with those people which language he undertook to learn. Won’t be exaggeration to tell that English speech etiquette (however as speech etiquette of any other language) is one of the making forces of great art to be pleasant and gain people. In English-speaking society between cultural people communication is conducted at three levels of politeness – official, neutral and familiar. To each level of politeness there corresponds own style of the speech and therefore all polite words and expressions can be classified by a stylistic sign and are respectively carried to official, neutral and familiar styles of the speech. Therefore, the English speech etiquette has great practical value and for this reason deserves special and attentive studying and continuous improvement in it.

UNIT

I

CULTURE OF SPEECH 1.1. Case Study. English etiquette Discussion 1. Work in small groups 1. It seems difficult the art to imitate a manner of behavior of other people. 2. From me there could be a quite good actor. 3. In different situations and in communication with different people I try to be such what me expect to see. 4. I can defend only of what I am sincerely convinced. 5. In the company I seldom come under the spotlight. Reading for detail 2. Read the text and decide if these statements are T (true) or F (false) 1. The gentleman in the third generation can carry an honorary title of “true”. 2. Well-mannered British at own will go to the conflict. 3. English etiquette urges to refuse sharp tone in communication. 4. Excessive emotionality is considered etiquette violation in England 5. Well-mannered British will dare to boast own merits. 6. The English etiquette cultivates such lines as modesty and restraint. 7. Inhabitants of this country will complain of own misfortune.

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Unit I

English Etiquette

T

he English etiquette is an embodiment of severity and officiality. In this country the concept about «the true gentleman» arose. Only the gentleman in the third generation can carry an honorary title of «true». If, for example, you possess faultless manners, you have an excellent education, but your grandfather neglected rules of a good form, alas, in England for anything don’t recognize you as «the true gentleman». However the etiquette of England doesn’t accept the word «gentleman» use for an assess-ment of level of good breeding of the person. You show extreme ignorance if you use the concepts «gentleman» / «not gentleman», «lady» / «not lady», characterizing people in England. Though, for example, in France the use of these concepts of the speech is norm. The foreigners who have arrived on a visit to England, often happen are simply stunned with faultless culture of inhabitants of Foggy Albion. The English etiquette consists in continuous manifestation of such qualities, as politeness, a correctness, coolness, courtesy and tolerance. Well-mannered British never at own will go to the conflict and will try to avoid it even in that case when it persistently impose. Besides, the English etiquette urges to refuse sharp tone in communication, and also too active manifestation of emotions during conversation. If nevertheless the Englishman manages to be involved in dispute, he all the same will behave very much frostily and correctly: for anything won’t become personal, will quietly state the arguments and passionlessly to estimate the arguments which have been put forward

1.1. English еtiquette

by the opponent. According to the English etiquette, even easy increase of tone of conversation is regarded as scandal provoking. The only case when voice increase during conversation is admissible, is a situation of brazen violation by the opponent accepted in the society of standards of behavior. So, excessive emotionality is considered etiquette violation in England, and here flattery – quite pertinent phenomenon in culture of Foggy Albion. Be not surprised if in this country you, in an occasion and without, shower with compliments – simply it is demanded besides by English etiquette. But if manifestation of excessive admiration concerning the interlocutor on Foggy Albion is regarded as due, such phenomena as narcissism and boastfulness, culture of England doesn’t accept. Wellmannered British never will dare to boast own merits or somehow in a different way to show the vanity and complacency. The English etiquette cultivates in citizens of the United Kingdom such lines as modesty and restraint. The real gentlemen and the lady will be little the advantages rather, than will brag of them. However the modesty in British manages to get on with strongly developed self-respect. Following norms of etiquette and leaning on precepts of culture of England, inhabitants of this country never will complain of own misfortune, won’t look for sympathy in case of failure or to beg about the help in a difficult situation. The people losing self-respect, in this country don’t love and don’t show to them sympathy. Writing 3. Match the words 1-10 with the appropriate definitions in a-j. Use a dictionary to help you if necessary. 1. embodiment – 2. etiquette – 3. gentleman – 4. ignorance – 5. well-mannered – 6. sharp tone – 7. emotion – 8. politeness – 9. correctness – 10. inhabitant –

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Unit I

a) a person or animal that inhabits a place, especially as a permanent resident b) a mental state that arises spontaneously rather than through conscious effort c) is best expressed as the practical application of good manners or etiquette d) a therapeutic and creative form of working with dreams and memories e) saying it suddenly and rather firmly or angrily f) to remove the errors or mistakes from g) ways of social behavior especially with reference to polite convention. h) having good manners; courteous; polite i) lacking in knowledge or training j) a man of gentle or noble birth or superior social position 4. Complete the project management sentences using the correct form of the verbs from the list which collocate with nouns in bold. to boast will complain don’t show to will go to

carry to get on

cultivates will (not) look for

have arrived to be regarded

1. Only the gentleman in the third generation can_______ an honorary title of «true». 2. The foreigners who________ on a visit to England, often happen are simply stunned with faultless culture of inhabitants of Foggy Albion. 3. Well-mannered British never at own _______the conflict and will try to avoid it even in that case when it persistently impose. 4. According to the English etiquette, even easy increase of tone of conversation _______ as scandal provoking. 5. Well-mannered British never will dare_________ own merits or somehow in a different way to show the vanity and complacency. 6. The English etiquette_________ in citizens of the United Kingdom such lines as modesty and restraint. 7. However the modesty in British manages________with strongly developed self-respect.

1.2. Business Etiquette of English

8. Following norms of etiquette and leaning on precepts of culture of England, inhabitants of this country never________ of own misfortune. 9. Inhabitants of this country _________ sympathy in case of failure or to beg about the help in a difficult situation. 10. The people losing self-respect, in this country don’t love and ________ them sympathy. Translation 5. Translate the following sentences into English. 1. Ағыл­шын эти­ке­ті – қа­тал­дық­тың жә­не рес­ми­лік­тің нақ­ты тү­рі. 2. Тап осы ел­де «ақи­қат­тық джент­ль­мен» ту­ра­лы ұғым туын­да­ды. 3. Анг­лия­ның эти­ке­ті «джент­ль­мен» де­ген сөз­дің қол­да­ны­сы адам­ның әдеп­ті­лі­гі­нің дең­гейі­нің са­рап­шы­лы­ғы үшін қол­ дан­бай­ды. 4. Әдеп­ті ағыл­шын­дар еш­қа­шан да өз ер­кі­мен шиеле­ніс­ке бар­майды. 5. Анг­лияда ша­ма­дан тыс се­зім әре­ке­ті­не бой­ал­ды­ру­шы­лықэти­кет бұ­зу­шы­лық бо­лып са­на­ла­ды. 6. Ағыл­шын­дар сы­пайы­лық­ты өзі­нің қа­дір қа­сиет­ті аб­зал­дық cезі­мі­мен ұш­тас­ты­ра бі­ле­ді. 7. Анг­лия­ның мә­де­ниетін жә­не эти­кет қа­ғи­да­сын қол­да­на оты­рып осы ел­дің тұр­ғын­да­ры еш­қа­шан­да өзі­нің же­ке ба­ сы­ның қо­лай­сыз проб­ле­ма­сы­на ша­ғым­дан­бай­ды. 1.2. Case Study. Business Etiquette of England Discussion 1. Answer the quiz below about starting a business Are you capable of minding your own business? Could you start your own enterprise? You may have spotted a gap in the market, and even devised a cunning business plan for feeling it. But do you personally have what it takes to turn commercial idea into a profitable reality? Take this test to find out. Speak on it in group.

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Unit I

1. Are you ready for a complete change? 2. Are you up learning hard and fast? 3. Are you willing to take advice from others? 4. Can you be emotionally resilient? 5. Can you stay self-motivated, even when faced with disappointment and difficulty? 6. Can you manage your time? 7. Can you work under stress? 8. Are able to think laterally? 9. Are able to build up good working relationship? 10. Are you good at financial management? Reading 2. Find phrases in the text that imply these opinions: 1. British don’t give direct answers to questions. 2. They think of personal space very much. 3. Handshake at primary acquaintance – politeness manifestation. 4. British quite often give instructions in the form of polite requests. 5. It is important that you will dress on a meeting. Business Etiquette of England

The business etiquette in Great Britain in many respects is defined by the principles and values of business culture of this country and has the features. It is known that British are very polite and affable.

1.2. Business Etiquette of English

It in many respects defines style of their communication. British usually give evasive answers to direct questions, dialogues often has ambiguous character. To understand what exactly they want to tell you, it is necessary to watch closely intonation of a voice and a look. In order to work successfully in the British business community, it is necessary to remember some important rules, and to apply them both and during the visit to the United Kingdom. In difficult situations British show restraint and self-control. But also British prefer to approach with humor all life situations and business – not an exception. In Britain it is possible to refer the following lines to features of business etiquette. In communication it is necessary to adhere to a certain distance as British think of personal system of seniority very much. Handshake observance at primary acquaintance will be manifestation of politeness. In conversation direct look at eyes are welcomed. However you shouldn’t do it too long. Business communication with British doesn’t provide private matters. You shouldn’t forget that affable British quite often give instructions in the form of polite requests. Going to the British partner on a visit, it is better to be late a little, than to come in advance. As to come before fixed time it is considered indecent. Sometimes in a meeting invitation references to can be used in what clothes it is necessary to come. As well as many European people, British actively fight for the rights of animals therefore you shouldn’t come in clothes from natural leather and hide. British are very erudite and professional, possess high culture. Literature, sports and art often enter a circle of their interests. In the business environment British treat the most qualified businessmen in the world. Grammar 3. Read the email from a student to her favorite English teacher. There are ten mistakes in the use of the simple present and the progressive. The first mistake is already corrected. Find and correct nine more. Dear Professor, Well, I’m here at my new school, and I’m liking it very much. I’m study in this Institute this semester, and the style of the classes is really different from our English classes in Kazakhstan. My

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Unit I

teachers doesn’t know how to speak Kazakh, and my classmates are coming from countries all around the world, so we use English all the time. That is meaning that I’m getting a lot of good practice these days. Although I’m very happy, sometimes I’m having problems. I’m not understand my classmates’ names because they don’t look or sound like Kazakh names. I always ask the same questions: «What’s your name?» and «How you spell it?» I want to use names with titles like «Mr.Hoffman» and «Prof. Andrew» for my teachers, but I trying. Slowly but surely, I’m getting accustomed to my life here. I miss you a lot. You still my favorite English teacher. Akhmetova Aygul Translation 4. Translate the following sentences. 1. Бри­тан­дық­тар­дың өте әдеп­ті жә­не сы­пайы еке­ні бел­гі­лі. 2. Бри­тан­дық­тыр әдет­те ті­ке­лей сұ­рақ­тар­ға жал­тар­ма­лы жауап бе­ре­ді. 3. Күр­де­лі жағ­дай­лар­да ағыл­шын­дық­тар ұс­там­ды­лық пен са­ быр­лық көр­се­те­ді. 4. Олар бар­лық өмір­де кез­де­се­тін жағ­дай­лар­ға әзіл -ыс­қақ­ пен қа­рауды дұ­рыс кө­ре­ді, сон­дық­тан іс­кер­лік те ерек­ше­лік емес. 5. Бри­тан­дық­тар же­ке бас­тың су­бар­ди­на­циясы­на ықы­лас­пен қа­рай­ды 6. Сөй­лес­кен кез­де көз­ге ту­ра қа­рау құп­та­ла­ды. 7. Бри­тан­дық әріп­тес­тер­ге қо­нақ­қа бар­ған­да ер­те кел­ген­нен кө­рі кіш­ке­не ке­ші­гіп бар­ған дұ­рыс. 8. Бас­қа ев­ро­па­лық ел­дер сияқ­ты бри­тан­дық­тар аң­дар­ды қор­ ғайт­ын­дық­тан кез­де­су­ге та­би­ғи та­за тер­ден жа­сал­ған киім киіп ке­лу­дің қа­же­ті жоқ.

UNIT

II

2.1. Case Study. Etiquette History Discussion 1. Choose in the table the most successful strategy of speech behavior at business communication. 1.

2.

3.

4.

1 The main thing – not to listen, 1. and to speak most. While the interlocutor speaks, it is better to think what to tell when he will finish (or when it will be possible to interrupt him). It is necessary to interrupt the interlocutor as soon as the case will be presented. “I-approach”; type phrases: a) me so and so interests … I would like … 2. b) I consider that … c) though it also isn’t known to you … d) you, of course, yet didn’t hear you (do not know) that … On the first place I put the interests, the opinions, the desires and the interlocutor accept it with the help “I – approach”. To me it isn’t important the name of my interlocutor and who is he. In conversation I address to it simply: You In conversation I often repeat own phrases, I enjoy how well they sound.

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2 The main thing – is good to listen to. While the interlocutor speaks, I listen carefully and I try to understand that he means. Having listened, I can compare his point of view with and formulate the answer so that it will agree with me: “Yes, I also wanted to tell it”, – he will confirm. I don’t seek to warn the interlocutor. “You (you) – approach”; type phrases: a) what you interests? possibly, you want … b) what are your opinions about …? Or: it will be interesting to you to learn that … c) you, of course, know that … d) you, of course, know (already heard) that … On the first place I put interests, opinions, desires, tastes of the interlocutor and I show it with the help “you – approach” in conversation.

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Unit II 1 5.

I begin each remark with the word "I" (see above, 2), or from the word “no”. Ideal of the beginning of a remark: No, I consider that … or: No, you aren't right I think that … There can be right only me. 6. I ask the interlocutor such questions in response to which he will begin to yell: No, no, no! 7. I am sharp, I express the opinion categorically. There is nothing to stand on ceremony! I am the cleverest ("the best expert")! Let all see it. 8. I never give to descent in conversation. To praise the interlocutor? Why it? Let's say he is the clever person, but I am cleverer! On the contrary, if the interlocutor was mistaken - it is impossible to miss opportunity to show him it. 9. The more negative marks I will give the interlocutor and all around – the more fairly: everything is bad, one I am good. Here about it also we will talk. 10. I will say about that is interesting to me. I know that for decency it is necessary to take an interest in the interlocutor. I will ask it any questions what will come to mind: How parents? How dog? How do you feel? How are you doing? As progress? (Ah and, the dog, seems it was died – I forgot about it, well anything, will worry. )

2 3.

I remember at once the name of interlocutor, and I call him on a name (to a name and a middle name); I don't forget about his profession, age, interests. 4. I repeat aloud the main ideas and statements of the interlocutor and I do it yours faithfully. 5. I try (though it is difficult) to begin the remark with the word "yes": Yes, you are right, though …; yes, I agree with you in everything, except …, etc. If the interlocutor is right, I with readiness emphasize his correctness. 6. I try to formulate the questions so that the interlocutor had opportunity to agree, and it is better - had no opportunity to disagree with me. 7. I try to soften my statements. For example: Instead of whether it seems to you that. ; Those who thinks that … are probably right; Possibly, it is more fair to consider that … All people can be mistaken: both of us he and me. 8. At any opportunity I express approval to the interlocutor, I support him. Conversation is not examination, and I am not the examiner. To give marks – it is not my purpose. 9. Certainly, around there is a lot of bad. But also good too is: it is better we will talk about it! 10. I will find such subject for conversation that it was interesting to both of us. I will ask "private matters", having thought: Whether it will be afflicted? Whether will take offense?

2.1. Etiquette History

Reading for detail 2. Read the text and decide if these statements are T (true) or F (false). 1. In the ancient time the English etiquette was considered as an international standard. 2. The ambassador shouldn’t have interrupted the speech of that person to whom talked. 3. By rules of etiquette the ambassador was obliged to listen patiently to everything that to him spoke. 4. It was accepted to accuse publicly during negotiations the third parties 5. Ancient Egyptians and other people of the Ancient East conducted among themselves just oral negotiations. 6. All international actions were made according to certain customs. Etiquette History

In the ancient time the Greek etiquette was considered as an international standard. Under the certi-ficate of the historian Polibiya, the first Roman ambassadors in the Hel-lenistic states struck soft and delicate Greeks with roughness, inability to constrain the feelings. By rules of etiquette the ambassador shouldn’t have interrupted the speech of that person to whom talked. He was obliged to listen patiently to everything that to him spoke. When one Roman ambassador dared to

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Unit II

interrupt the speech of the tsar Philip of Macedon, the tsar told it that he forgives him, first, by youth, secondly, because it is very beautiful, and, thirdly, because he is Roman. Rules of conversations came from ancient history. It wasn’t accepted to accuse publicly during negotiations the third parties. In the middle of the II century at negotiations in Rome there was such case. The ambassador of Rhodes, protecting the provision, he started accusing the government of all other Greek cities in the presence of their ambassadors and to praise behavior of governors of Rhodes. Speech of the ambassador caused indignation of representatives of other Greek cities. Ancient Egyptians and other people of the Ancient East conducted among themselves oral and written negotiations, directed and accepted ambassadors, declared wars and signed a truce, marked borders, exchanged the captured. All these international actions were made according to certain customs, in a festive atmosphere and consecrated, as a rule, with «divine forces». Long time British were considered as legislators of norms of business etiquette. The English writer of the XVIII century Oliver Goldsmith in the book «Citizen of the World, or Letter of the Chinese Philosopher», reflecting that it is necessary to consider as true courtesy, I wrote that though in each country there are ceremonies, true courtesy everywhere is identical and it is generated by common sense and good heartedness. «The person allocated with these qualities, – he emphasized, – is always pleasant». Vocabulary 3. Find in the text English for: Ха­лы­қа­ра­лық эта­лон, рим­дік ел­ші­лер, эти­кет ере­же­сі,сөз­ді бө­ лу, са­быр­лық­пен тың­дау, көп­ші­лік ал­дын­да кі­нә­ләу, мі­нез-құлық­ ты мақ­тау,бі­тім жа­са­су, шы­найы әдеп­ті­лік, үл­кен­дер­дің ал­дын­да үн­де­меу, да­на­лар­ды тың­дау, үл­кен­ге ба­ғы­ну, те­ре­ңі­рек ой­лау. Writing 4. Write down the summary by using phrases from exercise 3. Grammar 5. Write adjectives that characterize the people:

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CROSSWORD PUZZLE « CHARACTER TRAITS»

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2.1. Etiquette History

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Unit II Down: 1. This person doesn't like to share information with other people. 2. This person is always pleasant and helpful towards other people. He easily makes friends. 3. This person is boring. He is not intelligent. 4. This person doesn't tell lies and he never cheats. 5. This person is pleasant, people like him. 6. This person is happy and energetic. 7. This person is able to wait for a long time without getting angry. 8. This person doesn't feel shy or frightened. He believes in his own abilities. 9. This person doesn't care about other people. He thinks only about himself. 10. This person thinks about other people and considers their needs to be important. 11. This person likes doing new and exciting things and going to unusual places. 12. This person behaves in an angry way, often argues with people or attacks them. 13. This person doesn't talk much and doesn't make much noise. 14. This person likes sharing things and giving presents to other people. 15. This person is relaxed. He doesn't get excited or show strong emotions. 16. This person doesn't like to work. 17. This person is clean and always puts things away in the right places. 18. This person is not afraid of difficult or dangerous situations. He is courageous. 19. This person easily understands other people's emotions.

Across: 1. This person is interested in everything that happens around him, and wants to find out about different things. 2. This person enjoys talking a lot in a friendly way. 3. This person behaves towards others in a pleasant way and doesn't forget to say "please" and "thank you". 4. This person enjoys being with other people. 5. This person feels worried or anxious and easily gets excited. He doesn't feel relaxed. 6. This person is good at learning and understanding things. 7. This person likes doing things on his own. He doesn't like asking for help. 8. This person wants more money, things, or power than he needs. 9. This person cares about other people and wants to help them. 10. This person puts a lot of effort into his work. 11. This person supports his friends even in difficult times and never betrays them. 12. This person doesn't often worry and never really gets angry. 13. This person always says what he really means. He isn't double-faced. 14. This person is impolite. He tries to offend other people by his speech or behaviour. 15. This person enjoys causing pain to other people or making them unhappy or upset. 16. This person is determined to become successful, rich, famous, etc. 17. This person often becomes unhappy or angry for no particular reason. 18. This person doesn't like meeting new people and hates going to parties. 19. This person has a lot of imagination and new ideas.

2.2. Business Etiquette in the USA

2.2. Case Study. Business Etiquette in the USA

Reading 1.Read the text and match the headings below to paragraphs 1-6 . a) Corporate Culture b) Negotiations at Dinner c) Business Etiquette in the USA d) Americans Love Figures and the Facts. e) Be Punctual. f) Acquaintance and Greetings. 1. Americans considerably differ on style of business management from British. How to behave at a meeting with the American partners? The USA – the country of a set of nationalities and, as result, the country of huge cultural diversity. Even at those Americans that live in States during many generations, the Irish, German, Italian or other roots will by all means be found. Americans are rectilinear, friendly and open. They quickly get acquainted and easily start conversation. To more reserved Europeans their fast transition to informal communication can seem unexpected or even to the rough. In America individualism is highly appreciated – people are proud of the personal achievements, an initiative and progress. The phrase «Time – money» became well-known thanks to Benjamin Franklin, and Americans still are guided by this principle.

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They appreciate people who are able to dispose of time effectively. Punctuality serves in the business sphere as reliability and discipline indicator. 2. As a whole, the American greetings are rather informal. It is not disrespect sign, and demonstration of equality of all present. At meetings with a large number of people Americans will optional shake hands with everyone. How are you can greet you the words «Hello», or «?», or even «Hi» is simple. At farewell handshake is used seldom. Handshake has to be short, but strong. Keep thus visual contact. «See you later» – it simply a figure of speech. You can hear this phrase even if the person isn’t going to see you more. At farewell the American can tell «We’ll have to get together» or «Let’s do lunch». It is simply gesture of friendliness. Don’t perceive it as the invitation if your American colleague doesn’t call concrete time and date. If you really want to meet, take the initiative and fix time. Presenting one person to another, give about him any summary. For example: «Janet Freeman, I’d like you to meet Fred Harrison. He designed the brochure we are using for this campaign». Americans are inclined to pass quickly to names (that is, on «you»), sometimes right after acquaintance. Especially it is peculiar to the young companies. Americans think of names not too much. Don’t take for an insult if someone incorrectly says or will reduce your name. Or offer more convenient form of your name. For example: «My name is Rajesh Bhatnagar. You can call me Raj.» Observe a distance at conversation – not less than 60 cm. If the American considers that you stand too close, he can recede, without reflecting at all on it. Americans smile, even to strangers much, and expect smiles in reply. Some like to clap colleagues on a back as a sign of a friendly arrangement. 3. Americans regard the business card simply as information source on the future and exchange them without special protocol. If your business card right there clean in a wallet and will put in a hippocket of trousers, it not an insult. Americans prefer frankness in communication. «yes» means «yes», «no» means «no». If the American tells «Maybe», it is not a form of the veiled refusal, it may be valid «can».

2.2. Business Etiquette in the USA

Don’t hesitate to ask questions if you don’t understand something. Americans ask many questions and aren’t afraid to recognize that something don’t know. To interrupt the speaking – it is indecent. Wait for a pause, tell «Excuse me» and wait while to you will pay attention. Thus people quite often put in conversation therefore don’t do big pauses in the speech if you don’t want that you interrupted. Americans very much appreciate the written word. Oral arrangements seldom have validity. At the conclusion of the contract be convinced that you read everything that is written by a small print. At written communication it is very important to specify titles and addresses correctly. If you aren’t sure, specify. 4. Americans regard delay as a sign of disrespect and the negligent relation to business. It is accepted to arrive to business meetings for about 5 minutes earlier. If you are late for 10-15 minutes, surely call and apologize. It is very important to observe terms. If you say that you will provide information to such number or call in such time, it from you and expect. The people who aren’t observing arrangements, are considered irresponsible and unreliable. Meetings and meetings are usually enough informal on the atmosphere, but are serious according to the contents. Before a meeting information material therefore from you it is expected is usually distributed that you will be it is aware of the know. At meetings from you active participation is expected. The person who is silent much, can consider unprepared or incapable to make a powerful contribution to business. 5. Use statistics to support the opinion. The meeting usually comes to an end with development of the plan which participants have to execute. Negotiations are considered successful if concrete decisions are reached. As a rule, one person is responsible for acceptance of a final decision. Americans can begin negotiations with the overestimated requirements, but are ready to make concessions and to consider various opportunities. The purpose of the majority of negotiations in the USA – signing of the contract on the concrete transaction. The long-term relations can not be a main objective.

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Negotiations are usually saturated and can seem prompt. This one more manifestation of the principle «time – money». Americans are ready to discuss business by phone even if didn’t see the interlocutor in a face. In business language Americans are inclined to use sports terms («Touch base», «Call the shots», «Ballpark figures», «Game plan») As a whole, Americans like to laugh and love people with sense of humour. Golf – a popular sport, especially among top managers. The platform for golf can often be a place of business meetings. Persistence – one more important line of the American businessmen.

American businessmen often invite partners to visit their home

6. Americans often invite business partners to a breakfast, a dinner or a dinner. Conversation behind food usually begins with simple communication, but mostly will rotate round business. If reception happens at restaurant, the inviting party pays for it. Be not late, but also you don’t come ahead of time. It is best of all to appear for 5-10 minutes after time specified in the invitation. Be not afraid to offend someone refusal on the invitation. Much more serious miss will be to promise and not to come. Americans are inclined to eat quicker, than representatives of other countries, and seldom tighten communication behind food. They often invite the business partner home. It is considered demonstration of open intentions. Unlike many other cultures, in the USA it is considered norm to refuse an entertainment or alcohol. In most cases, hosts won’t convince you to eat.

2.2. Business Etiquette in the USA

At business meetings, as a rule, it isn’t accepted to make gifts. Don’t consider as an insult if someone refuses a gift. If you are invited home, take with yourself flowers, candies, fruit, books or wine. It is possible to give plants in pots. Americans will estimate a gift from your country. Your local models of art or craft, the book, candy or alcohol will be a good choice. Gifts in the form of cash are unacceptable in any situation. The knowledge of features of business etiquette in the USA will help you to improve successfully the relations with the American friends and partners. This knowledge also can be useful to you by preparation for interview or in English studying with the native speaker. Discussion 2. Group 1. Discuss in small group Imagine you have recently quit a very well-paid business job to start a different life on a farm. Use the ideas in the box to imagine how you lived in the city and how you live now. Means of transport How you spend your money

Home

Food Typical day

Social life Holidays

Group 2. Decide how you would respond as a manager to each of these situations What would you do if you were the manager? Choose options from the list a-l. 1. A new employee has failed to complete an important project 2. An experienced employee has failed to produce an important report. 3. A new employee has delighted customers with exceptional service. 4. An experienced employee has delighted customers with exceptional service. a) fire the employee b) supervise the employee more closely c) scream and shout the twenty minutes d) have a heart to heart talk to identify the causes e) give them a final warning

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f) do nothing g) pay them a bonus h) give them more autonomy i) thank them for hard work j) give them a promotion k) tell them not to overdo it l) something else Grammar 3. Use the cues to sentences about Joao’s first date with Dana. Use when or while and the simple past or past progressive form of each verb. There is more than one way to write some of the sentences. 1. drops his wallet/ waits for Dana in the restaurant He dropped his wallet while he was waiting for Dana in the restaurant 2. drinks a glass of water/breaks the glass 3. stands up to greet Dana/ falls on the wet floor. 4. forgets Dana’s name/ wants to introduce her to a friend 5. eats a plate of spaghetti/gets some sauce on Dana’s dress 6. has no money/ gets the check at the end of dinner 7. thinks only about Dana/drives home 8. receives a phone call from Dana/recovers from his car accident

UNIT

III

3.1. Case Study. Business Etiquette of Kazakh People Discussion 1. Answer the following questions: a. How to get acquainted and welcome the potential future business of the partner in Kazakhstan? b. How to carry out with businessmen from Kazakhstan «power – lunches» and dinners? c. There is an ancient proverb «To the six-year-old child who has arrived from far away, the greeting is given by the sixty-year-old aged man – the aksakal». What does it mean? d. Do you agree that the Kazakhstan business etiquette is based on the European etiquette? Why? e. Who is presented to the first by the Kazakhstan businessmen during acquaintance? Business Etiquette of Kazakh People

And if «Kazakh» in translation from Turkish is free and independent nomad. And now to culture of communication of nomads and cattle27

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farmers try to fasten in British prudish the European business etiquette. Entirely, in fact, the Asian country, wants to do business based on the European etiquette. Let’s understand this mix of the secret national code of behavior with European business by etiquette. Preservation of the relations and protection of honor of the people are very important for Kazakhs. As result Kazakhs are able to build skillfully conversation with the purpose to inform in a delicate and diplomatic manner. They prefer to speak allegorically, but not directly. They approvingly react, as though softly groping the interlocutor, but without questioning directly. At the same time, many Kazakhs have a changeable manner of behavior and can raise the voice to insist on the point of view. They are known for the rigid arguments. Probably, you want to answer the same, but do it carefully as there is a thin side meanwhile when the person protects himself, and that he wants to seem to the too aggressive. In Kazakhstan respect hierarchy. It is impossible to contradict or criticize those who is more senior, especially publicly. Styles of meetings differ depending on company type. Private business has a special-purpose character, and in it there are more than western traditions therefore affairs flow quicker. In state organizations, on the other hand, it is possible to observe abundance of rules and regulations and bureaucracy (remnants of an era of communism). In the latter case be ready to numerous meetings, stock up with patience. The hierarchical nature of culture means that Kazakhs seek to plan meetings with people of one rank. Therefore, not studying of the biography (track record) of all members of group which you are going to meet becomes the last business. At meetings usually sit down at the T-shaped table, thus, both parties can sit against each other. Kazakhs from among heads sit down at the head of the group in decreasing order on a position. You can try to place the employees also. In some companies practice the following: people of relatives on a position place against each other that it was more convenient to have conversation. Before discussing working affairs, carry usually out small dialogue. It can occur over a cup of tea and an entertainment. Wait while the opposite side will transfer conversation to business. Don’t regret time for forming of the relations: that as Kazakhs respect family tradition and foundations, they want to be sure that you can trust and rely on you.

3.1. Business Etiquette of Kazakh People

As a rule, the most dear (which is more senior than the others) begins a meeting the Kazakh who represents the group as positions. Though meetings have a beginning, but hardly they have an end. Kazakhs – masters to keep skillful speeches. Therefore it is impossible to predict the meeting termination. Translation 2. Translate the following sentences from Kazakh into English: 1. Қа­зақ­стан­да қан­дай биз­нес жо­ба­ны сіз ұсын­са­ңыз да, есі­ ңіз­де бол­сын, олар ту­ра­лы бас­қа адам­дар не айтатын­да­ры қа­зақ­тар үшін өте қа­жет­ті. 2. Cіз­дің әлеует­ті әріп­те­сі­ңіз ал­ғаш­қы уа­қыт­та сіз­дің қыз­ме­ті­ңіз­ дің жә­не өні­мі­ңіз­дің бөл­ше­гі мен қа­сиетін біл­ген­нен кө­рі сіз­бен жақ­сы қа­ты­нас­ты рет­ке кел­ті­ру­ді қа­жет ете­ді. Со­ған кө­ні­ңіз. 3. Жа­сы үл­кен не­ме­се лауазы­мы жо­ға­ры адам­ға оның ісі дұ­ рыс емес деп айтуға бол­майды, әсі­ре­се қол ас­тын­да жұ­мыс жа­сайт­ын адам­дар­дың ал­дын­да. 4. Ке­ліс­сөз жа­сайт­ын зал­да қа­ты­су­шы­лар бі­рі-бі­рі­нің бет-әл­пе­ тін кө­ріп оты­ру үшін үс­тел Т-әр­пі тә­різ­дес пі­шін­де тұ­ра­ды, ал қа­зақ­тар өз та­ра­пы­нан әр­кім жас­та­ры­на қа­рай оты­ра­ды. 5. Кө­ңі­лі­міз­дің 80% пайы­зын үс­тел­дің аяқ жа­ғын­да отыр­ған яғ­ни ком­па­нияда­ғы лауазы­мы үл­кен адам­дар­ға–decision makers ауда­ра­мыз. 6. Қа­зақ­стан­да кез­де­су­дің ая­ғын жо­ба­лай ала­май­сыз, сол се­ беп­тен кейін­гі кез­де­суіңіз­ді екі үш са­ғат­тан кейін жос­пар­ ла­ма­ңыз. Writing 1. Complete the sentences using the correct words from the list rigid hierыarchy accumulate abundance of rules European etiquette Preservation allegorically regret

1. In Kazakhstan business etiquette_________ on traditional Kazakh. 2. Entirely, in fact, the Asian country, wants to do business based on the ________. 3. _______of the relations and protection of honor of the people are very important for Kazakhs.

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4. They prefer to speak, _________ but not directly. 5. They are known for _________ arguments. 6. In Kazakhstan respect ________. 7. In state organizations it is possible to observe _________ and regulations and bureaucracy (remnants of an era of communism). 8. Don’t time for forming of the relations: that as Kazakhs respect family tradition and foundations, they want to be sure that you can trust and rely on you. Brainstorm the topic 1. You have just read this advertisement then work with the partner and answer the questions. 1. What kind of person might apply for this job? e. g. a university student, a retired person 2. What skills or knowledge might he/she need? e.g. the ability to speak foreign languages, a good knowledge of local places 3. A good candidate for this job would have to be: e.g. friendly, patient ENGLISH-SPEAKERS WANTED We are looking for people to work as information officers in our CENTRAL TOURIST OFFICE, answering questions and giving information to foreign visitors. Part-time work only, evenings and weekends. – Do you speak foreign languages? – Do you know your country well? – Do you like meeting people? Apply in writing to the Director, Central Tourist Office

Writing 5. Write your letter application to the Central Tourist Office (120-180 words). Speaking 6. Say why you think you could do this job well.

3.2. Business Lunch in Kazakhstan

3.2. Case Study. Business Lunch in Kazakhstan Brainstorming 1. In what circumstances might you do the following? Think of as many reasons as possible to chew food silently give tea at first to the man beshbarmak eat with hands leave a little food to invited

to behave at a table to the house

Reading 2. Forecasting the contents of the text Attentively look at the photo. Using this reference point, try to guess, about what the text will go.

How to Carry Out with Businessmen from Kazakhstan «Power – Lunches» and Dinners? Don’t take in head to observe the rule «when I eat, I am deaf and mute» and to chew food silently with a silent, gloomy and thoughtful face. Such behavior will be regarded as not valid and you will ask all the time, whether the food was pleasant. With the gloomy person the Kazakh will sit only if the food is disgusting moreover in addition and invited him something offended. In some traditional cafes of Almaty still give tea at first to the man, but only then – the woman. To ability to behave at a table it isn’t imposed rigid requirements. As a rule, at a table during food the fork is held in the left hand, a knife – in right.

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Some dishes (for example, beshbarmak) eat with hands. In villages, probably, you will seat on a floor together with all.

You can offer for a start broth (sorpu) or tea. You can turn a cup a bottom up, showing that you are full. If alcoholic beverages move to a table, be ready to magnificent toasts. The entertainment at a table has social character therefore it occupies the most part of time. When you gorged on, leave a little food on the plate. It will be familiar that you already ate enough. If you eat everything, it will mean that you are still hungry and you will be given some food again. Be ready to the second dishes.

What business project you wouldn’t offer in Kazakhstan, consider that to Kazakhs it is very important what the people will think and will tell about them. And with what more wealthy and important businessman you deal, the more the opinion of people around is important and valuable to him. For example, the VIP the businessman

3.2. Business Lunch in Kazakhstan

won’t be able to refuse a kumyz cup which for it was taken out from the house by the poor – will condemn for arrogance. Such relation to the people at wealthy Kazakhs in blood. Earlier, if the khan was elected, the part of his property and cattle divided between the people and the khan didn’t worry – knew that the people will take care of it if he thinks of wellbeing of people. Well and now there was simply an atavism – fear before opinion of the people. This fear speaks easily. Even in modern conditions and new buildings in Kazakhstan it is accepted meets new neighbors and to say goodbye with moving (if there were no neighbor’s quarrels) a special meal. If they invited you to the house, SURELY remove footwear in a hall. It is impossible to sit down to a table, without having washed hands. For dull, greedy and confused heads – khans there was the custom – a robbery of the khan. Naturally before a robbery of the khan warned and did remarks, well and on the third time took away all property, burned Khan’s yurta and left him one in the steppe. Comprehension 4. Read the text and express the consent (not consent) with the statements provided below from the text. 1. Don’t take in head to observe the rule «when I eat, I am deaf and mute» and to chew food silently with a silent, gloomy and thoughtful face. 2. In some traditional cafes of Almaty still give tea at first to the man, but only then – the woman. 3. Some dishes (for example, beshbarmak) eat with hands. 4. In villages, probably, you will seat on a floor together with all. 5. If you got drunk, you can turn a cup a bottom up, showing that you are full. 6. When you gorged on, leave a little food on the plate. 7. To Kazakhs it is very important the more the opinion of people around and valuable to him. 8. There was simply an atavism – fear before opinion of the people. 9. To be arrogance – at wealthy Kazakhs in blood. 10. In Kazakhstan it is accepted meets new neighbors and to say goodbye with moving (if there were no neighbor’s quarrels) a special meal.

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Collocations 5. Match the people involved in a project in 1-5 with their definitions a-e. 1. Sponsor 2. Project manager 3. Project team members 4. End users 5. Key stake holders a) The people who will benefit from the end results of the project on a day-to-day basis. b) The person or group of people who decided the project was needed in the first place. c) Anybody who might affected by the project, whether positively or negatively. d) The person responsible for running the project and delivering on time and within budget. e) Staff chosen for the skills they can bring to the project, often from different departments. Grammar 6. Read Kairat’s journal entry. Kairat has made ten mistakes in the use of the future and future progressive. The first mistake is already corrected. Find and correct nine more. It’s 11:00 p.m. now. I go (I’m going)to bed in a few minutes, but I’m afraid that I won’t get much sleep tonight. I’ll be tired when I will get up, but I can’t stop thinking about my job. Nurai has our last day here completely planned. In the morning we’re going have breakfast with friends and family. Then we’re taking care of a few last- minute errands. Our plane will leave at 5:00 p.m. and Nurai has already made a reservation for taxi at 2:00. I’m really excited. At this time tomorrow, Nurai and I will be sit on the airplane on our way to London. If I Know Nurai, she enjoing a movie while I will try to catch up on my sleep. Oh, no I hear thunder. It will rain, so I’d better close all the windows. Maybe I’m going to watch the rain for a while. It is a long time before I see rain again.

UNIT

IV

4.1. Case Study. Ethics of Telephone Conversation Discussion 1. Discuss in your group. Whether we know everything about etiquette of telephone conversations? We will try to find out which it is possible to ring by rules of etiquette. And that you had an opportunity to estimate a situation, will give three versions of the answer. 1. What time it is convenient to ring? a) After the 7th morning and till 11th evening on weekdays. b) From the 9th morning to 12 o’clock in the afternoon or from 15 to 10 evenings on working days. c) In day off – somebody all the same is at home. 2. To you picked up the phone, and to phone asked to approach younger sister. How you arrive? a) At first I will ask «what for?». b) Silently I will hang up and I will call the sister. c) I will tell: «Wait, please, now I will call». 3. You picked up the phone, but during conversation phone was suddenly disconnected. Who has to call back? a) The one who called you. b) You. c) No matter. 4. You picked up the phone and you speak by phone. And at this time to you called at a door. What to do? a) I will ask the interlocutor to wait for phone. b) I will open a door with phone in hands, without interrupting conversation. 35

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c) I will apologize before the interlocutor and I will tell that I will call back to him later. 5. You picked up the phone, the friend of your younger brother again calls and asks to call it to phone. But the brother isn’t present the house. What will you answer? a) Again you, I already spoke he is out. b) I will tell: «To transfer something to it? He could call back to you when will come back home». c) I will try to find out, why my younger brother is necessary to it. 6. You picked up the phone, your dear friend called to talk, but you watched on TV the long-awaited movie. How you arrive? a) I will tell so: «Sorry, now I can’t talk to you. I will call you later. Tell in how many better to call back?» b) I will tell: «Call then, I watch TV». c) I will talk a little, watching actions on the screen and listening to the friend. 7. You picked up the phone and you understand that the person who talks to you, was mistaken number. How you will react? a) Continue to listen. b) Silently hang up. c) You will tell so: «Obviously, you were mistaken number. It is number such». Reading 2. Read the title of the text and formulate the idea of the text. Ethics of Telephone Conversation According to the estimates of experts today over 50% of all business matters are solved by phone. It is the fastest way of communication which allows to come into contacts, to agree about a meeting, business conversation, negotiations, without resorting to direct communication. But how your voice sounds, from your manner to communicate by phone in many respects the reputation of firm and success of its business operations depends. Therefore it is correct and correct to tell ability by phone now becomes a component of image policy of firm.

4.1. Ethics of Telephone Conversation

The culture of business communication assumes knowledge: general rules of telephone conversation and basic rules of business telephone etiquette. Now in general it is difficult to do without phone, after all communication by phone occupies considerable part of our time. This type of communication is very convenient therefore about ethics of telephone conversations and the speech will go today, you will get acquainted and you will acquire rules of telephone communication. It is necessary to aspire, perfectly know oral speech, after all through the speech we learn about intelligence of the person and his culture. The word – a means of communication and impacts on people. It is impossible «to pollute» the speech words it seems: «well», «here», «means», «it», «more shortly», and also various lows. These are parasite – words. They as if stick to the text and burden it the presence. If to withdraw them from the speech, the sense from it won’t change at all. The speech becomes pure, easy and more true from the point of view of telephone communication. And the most important the one who calls, after words of a greeting has to, it will be presented. It is very important too to answer correctly the phone call, it is necessary, having lifted a tube, to tell: «I listen! «, «Hallo! «. Having answered a greeting, it is necessary to satisfy a request.

You remember certainly, without «please» and «thanks» it is impossible to manage. But excessive politeness, as well as parasitewords is inappropriate. Whether long «approaches» to a «question you will be so kind», whether «you will refuse to me one small request» only delays a question essence.

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And imagine if there was an emergency situation. In this case it is necessary accurately and to state quickly the main point, without littering the speech and without taking precious time for «speech curtseys». How it is correct to speak by phone? The speech has to be: – shortly; – clearly; – extremely simple. During conversation listen attentively, don’t interrupt the companion. Avoid to speak quite inappropriate. Moderate tone is favorable to you: you inspire trust, you respect the point of view of others. Don’t argue with the interlocutor, and don’t try to interpret his word before he stopped speaking. To whoever you talked, it is necessary to be able to stop conversation at the right time, for this purpose it is enough to be attentive and to catch the first signs of impatience at your interlocutor. Don’t forget that the cell phone needs to be switched off under any circumstances when it, certainly, can prevent. To that the type of the person speaking in a public place by the mobile phone, causes in many irritation! In Japan, for example, there were cases when passengers beat fans to speak by the mobile phone in the subway. People around considered that such chatterer humiliates them! The well-mannered person won’t disturb strangers the problems. Speaking 3. Exercises on development of ability to express estimate judgments about the read. 1. Tell what questions are considered in the text. 2. Tell what it was especially interesting for you to learn from the text and why. 3. Tell what of the facts you learned for the first time. 4. Tell with what of the facts explained in the text you don’t agree and why. Vocabulary 4. Find in the text the English for: Іс­кер­лік мә­се­ле, же­дел бай­ла­ныс жо­лы, бай­ла­ныс құ­ру, ті­ке­лей қа­ты­нас­та бо­лу, те­ле­фон ар­қы­лы қа­ты­нас­та бо­лу тә­сі­лі, бе­дел мен та­быс со­ған бай­ла­ныс­ты, те­ле­фон ар­қы­лы сөй­леу ере­же­сі, бі­рін­

4.1. Ethics of Telephone Conversation

ші көз­қа­рас қа­лып­та­са­ды, әдеп­сіз бо­лып са­на­ла­ды, те­ле­фон со­ ғу­шы­ны күт­ті­ріп қою, қайта қо­ңы­рау со­ғу­ды ұсы­ну, өте сы­пайы бо­лу, төрт ми­нут­тан ар­тық бол­мау ке­рек. Writing 5. Complete the summary with phrases from exercise 4 (120180 words). Riddle 6. Set a riddle Across the field and wood The voice moves It runs on a wire – You will tell here, and it is audible there And what is it ?

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4.2. Case Study. Business Telephone Etiquette Discussion 1. Decide how would you estimate own skill to communicate respond the following questions and speak how you do it: 1. Can you greet so or to ask about something that the person was pleasant to answer you? 2. Are you capable to cause interest and feeling of trust? 3. If with you are rough, whether you find response besides own roughness? Have you an ability quietly to besiege the rude fellow, necessarily to make him more polite? 4. Can you joke, discharge in time the heated passions? 5. Can you interrupt conversation but so that the interlocutor didn’t take offense at you? 6. Can you refuse someone’s request, but not to cause thus hostility? 7. Are you able to say goodbye so that they will want to see once again? Reading 2. Read the title and the last paragraph of the text and tell about what there is a speech in the text. Business Telephone Etiquette

For most types of businesses the telephone plays a major part in daily operations. This is because businesses need them in order to call out and contact vendors, business associates, and clients or customers. They are also valuable in that they open a door of communication with customers by allowing them to contact the business at any time

4.2. Business Telephone Etiquette

during its hours of operation. As important as the phone is, it is just as important that businesses know the difference between what is good and what is bad phone etiquette. They must understand that how they interact with clients and business associates over the phone will either portray them in a posi-tive light or a negative one. In the hands of a poorly trained employee, manager, or business owner, telephone use can have an extreme negative effect on the business. For this reason, it is important that companies properly train their employees on good and bad phone practices. Today’s technology has many advantages and a great many disadvantages. I often wonder how our society survived without a mobile telephone. Now I wonder how I survived without the Internet. I was connected when Prodigy was first introduced on the scene. The pharmaceutical company for which I worked provided a laptop to help me manage my territory or I may have not been so well connected. One disadvantage of a mobile telephone is the lack of telephone etiquette. People seem to have no manners when talking on their phones. Personally, I do not care to hear another person’s conversation. If I’m having dinner alone in a restaurant, I believe I am having more fun than a family whose parent (usually the Father) is interrupted by a call and does not tell the caller about the personal family time he’s having but continues to talk on the phone. Of course, it’s not my business. I have no idea the understanding that exists between those family members. I do know the call is about business because people tend to talk extremely loud when talking on their mobile phones. That really annoys me. I have addressed my leisure time away from the workplace where I have observed others and their inconsideration to the general public. At the workplace, impoliteness and rudeness to others when on the phone or not, is totally unacceptable from employees. Since I am a trainer and consultant, I find it extremely difficult minding my own business when I hear conversations employees have with customers, clients or patients. I think of the many opportunities I have to offer assistance to the companies who have not made the connection between untrained employees in the area of proper telephone etiquette (or any area if the employee is untrained) and lower profits. Writing 3. Write out from the text the facts which could serve as an illustration to the thesis.

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Speaking 4. Some very useful tips for telephone customer service.. Work in group Telephone Do’s – When answering a business phone it is important that it is not allowed to ring more than three times. Advise employees that the second or third ring is the ideal time to pick up the telephone. – The phone should be answered with a positive greeting such as «Hello», «Good Morning», or «Good Afternoon», etc. Following the greeting the person who answers the phone should give his or her name and the name of the business or organization that is being contacted. – Put on a smile before placing or answering a phone call. When a person smiles it affects the sound of his or her voice, giving it a more pleasant and friendly tone. – For clarity, the telephone should be held a distance of two fingers from the mouth. – Speak in a clear tone using a voice that is neither too loud nor too low. Words should be enunciated and said slow enough that people are able to understand what is being said to them. – If someone must be put on hold, ask for permission first and give him or her the option to leave a voicemail message. When taking them off of hold thank the caller to show that their time is respected. – When a caller is speaking, listen to what he or she has to say without interruptions. – When placing a call a person should always state his or her name before asking for the person that the call is for. – Always return phone calls if a return call has been promised. If a time frame was given the caller must make every attempt to return the phone call as quickly as possible within that frame. – If it is necessary to transfer a call, inform the person on the other end before doing so. It is also important to explain the need for the transfer. – Before transferring a call, confirm that the person to whom the call is being transferred is available. This person’s name should be given to the party who is being transferred. Telephone Don’ts

4.2. Business Telephone Etiquette

– If a person is answering the telephone, he or she should never answer on the first ring. Callers do not expect this and will be taken off guard. – Don’t answer the phone when eating, chewing, or drinking. If a person has anything in his or her mouth it should be swallowed or removed before picking up the phone to either answer it or place a call. – If you must leave the phone, never leave the line open. Instead place the person on hold and check back with him or her frequently – preferably every 45 seconds. – Never say the words, «I don’t know» when talking with someone on the phone. The ideal response to a question where there is not a definite answer is to say «I’ll check on that for you.» – When talking to a client or a customer never say anything that can be taken as rudeness. The person who answers the phone should always talk to the caller in the way that he or she would like someone to speak to them. – A person should never use slang when speaking to a caller. Swear words should also never be used, and may be illegal under certain circumstances, according to Federal law. – It is never acceptable to argue with a caller. – Do not transfer a call without informing the person on the phone and asking permission to do so. – When ending a phone call, do not hang up the phone without a positive closure such as «Thank you for calling,» or «Have a Good Day Grammar 5. Complete the article with the correct form of the words in parentheses. Choose between affirmative and negative forms. BRIDGING CULTURES By Abdul Santana While astronauts are international space projects, people here on Earth could be brought____ closer together than ever before. 1.(could/bring) Engineers believe that many Bodies of land, including continents, __________________by bridges and 2. 2.(can/connect) tunnels. One of these undertakings has already been completed.

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Some others _______________ soon. Here’s sampling of the projects 3.(may/ start) and a few of there benefits. England and Europe. The Channel Tunnel between France and England, the first of these projects, has been operating since 1994. With the «Chunnel,» passengers _____________________ by train under the English Channel. 4. (can/carry) Unfortunately for driving enthusiasts, individual cars ___________ 5. (may/drive) through the Chunnel. However, there is shuttle, and in this way, up to 180 vehicles at a time _______________________. 6. (are able to/transport) Translation 6. Translate the following phrases into English and complete the dialogue: – Ал­ло,бұл «Ай Ти Эс» -пе? – Иә. Не кө­мек қа­жет? – Мар­ха­бат, іш­кі но­мер 27-51. – Ке­ші­рі­ңіз, ол кі­сі бос емес. – Мен кү­те ала­мын ба? – Әри­не кү­те ала­сыз. – Ал­ло, сіз­ге қо­ңы­рау со­ғып жа­тыр. – Марк Ли­ри­мен сөй­ле­се ала­мын ба? – Өкі­ніш­ке орай Ли­ри сіз­бен сөй­ле­се ал­май­ды. Ол ланч­қа шы­ғып кет­ті. – Ланч­қа ма?! 11.30-да ма?! – Иә. Ол кі­сі Поль­ша­дан кел­ген қо­нақ­пен ал­дын ала ке­лі­сіп қой­ған – Қан­дай қо­нақ­пен? – Ке­ші­рі­ңіз, бі­рақ мен кім­мен сөй­ле­сіп тұр­ға­ным­ды да біл­мей­ мін. – О, ке­ші­рім өті­не­мін! Мен өзім­ді та­ныс­ты­ру­ым ке­рек еді. Сіз­ бен сөй­ле­сіп тұр­ған Пи­тер Старк. – Мен Ли­ри мыр­за­ға қыс­қа­ша хат жа­зай­ын. Ол кел­ген­нен кейін сіз­ге қо­ңы­рау со­ғар.

4.2. Business Telephone Etiquette

– Рах­мет. Мен өзім­нің кең­сем­де 14.30-да бо­ла­мын.Ол түс­кі ас ке­зін­де Үйге де қо­ңы­рау со­ға ала­ды. Бұл өте ты­ғыз жұ­мыс. Сон­дық­ тан жа­зып қойы­ңыз­шы. – Әри­не! Бас­қа айтары­ңыз жоқ па? – Иә, рах­мет. Сау бо­лы­ңыз.

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V

5.1. Case study. Business Correspondence Brainstorm 1. Match the following sentences to the correct set of details. 1. I’m writing to thank you for all your help while I was in England. 2. Unfortunately, I forgot to pack my address book. 3. Luckily, my sister is going to England next week. a) It’s small black book with my name on the cover. I think I left it in the cupboard beside the bed. Could you please look for it? b) I’m sure I’ve got completely lost in the city without your map. I also want to thank you for making phone calls to help me find a good car rental company. c) Would it possible for her to pick up the address book? She will phone you when she arrives to arrange a suitable time. Reading 1. Read the text and find the repeating words which make thematic basis of the text. Business Correspondence Businesses correspondence is the communication or exchange of information in a written format for the process of business activities. Business correspondence can take place between organizations, within organizations or between the customers and the organization. The correspondence is generally of widely accepted formats that are followed universally. Business letters are the most formal method of communication following specific formats. They are addressed to a particular person 46

5.1. Business Correspondence

or organization. A good business letter follows the seven C’s of communication. The different types of business letters used based on their context are as follows: Letters of inquiry Letters of claim/complaints Letters of application Letters of approval/dismissal Letters of recommendations Letters of sales.

Official letters can be handwritten or printed. Modernisation has led to the usage of new means of business correspondence such as E-mail and Fax. Email is the least formal method of business communication. It is the most widely used method of written communication usually done in a conversational style. Memorandum is a document used for internal communication within an organization. Memos may be drafted by management and addressed to other employees. Speaking 3. Decide whether each expression implies that the speaker will give a positive or a negative response. Which «negative phrase» suggests the speaker will negotiate? in principle as things stand by and large on the whole unfortunately to be honest regrettable

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Writing 4. a) Choose the best expressions to complete this email. Thank you very much for your email. (1) To be honest/On the whole/Regrettably, the contract looks very fair. There are just two points which I’d like to clarify. Firstly, you suggest we start shipping the full quota of flowers by the end of the year. (2) On the whole/Unfortunately/By and large, this would be very difficult for us, although (3) regrettably/to be honest/in principle we could start making small shipments in January and February. Secondly, (4) as things stand/in principle/by and large, I am afraid we would find it very difficult to freeze prices for so long. (5) Unfortunately/ By and large/ As things stand I agree that eighteen months is normal for this type of contract. However, (6) on the whole/regrettably/ by and large, we cannot commit to more than twelve months. b) Using expressions from A, write assertive one-line answers to these message from your CEO. 1. We have crisis. Can you fly to Canada tomorrow morning? 2. How would you feel about working two days a week from home? 3. I would you like to get a couple of years’ experience in the US before taking on more responsibility. 4. We need someone to manage the night shift. Do you think you can handle it? 5. We think you should do an MBA. What’s your reaction? 6. Next year’s sales conference is in Almaty. You’ll be organizing it. Vocabulary 5. a) Look at the following sentences, they are polite, formal ways of asking someone to do something. Underline the phrases which make a request. What verb forms are used? … could you please post them to me,…? Would it possible for you to let me know how much this is? I would be very grateful if you could do this for me. b) Rewrite the following requests in a more polite, formal way. 1. Please arrange for a taxi to meet me at the airport ………………………………………………………………….

5.1. Business Correspondence

2. Can you give me a lift to the station? ………………………………………………………………… 3. Please tell me how much it will cost. ………………………………………………………………… 4. Can you look for my jacket? ………………………………………………………………… 5. Can you send me information about your school? ………………………………………………………………… Writing 6. Write a letter on the topic below. Do the tasks which follow. You recently travelled by plane from London to your country. The service was excellent, and the cabin staff very helpful. When you got home, you realized that you had left a book on the plane. Write a letter to the airline company, asking them to return your book to you. Offer to pay for any expenses. a) Write a letter to the company (120-180 words). Do not write addresses. b) Make an outline for your letter, which topic sentences for each paragraph, as follows: Paragraph 1 – Introduction, thanking Paragraph 2 – Describe the problem and the book Paragraph 3 – Ask for help Paragraph 4 – Conclusion c) Choose an appropriate style of writing for your letter. Make sure you use polite ways of requesting. d) Check your writing for errors when you have finished.

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5.2. Case study. Writing Cover Letters Brainstorming 1. When applying for a job or a placement, you should always send a cover letter with your CV or resume. In small groups, divide the list below into Do’s and Don’ts for writing dynamic cover letters. When you have finished, compare your ideas with the list in the key. Writing Cover Letters

When applying for a job a cover letter should be sent or posted with your resume. If you are not sure what to write, review these cover letter samples. Your cover letter should be specific to the position you are applying for, relating your skills and experience to those noted in the job posting. Your cover letter is your first (and best) chance to make a good impression. Writing a cover letter can seem like a difficult task. However, if you take it one step at a time, you’ll soon be an expert at writing cover letters to send with your resume. A cover letter typically accompanies each resume you send out. Your cover letter may make the difference between obtaining a job interview and having your resume ignored, so it makes good sense to devote the necessary time and effort to writing effective cover letters. A cover letter should complement, not duplicate, your resume. Its purpose is to interpret the data-oriented, factual resume and add a personal touch. A cover letter is often your earliest written contact with a potential employer, creating a critical first impression.

5.2. Writing Cover Letters

There are three general types of cover letters: – The application letter which responds to a known job opening (review samples) – The prospecting letter which inquires about possible positions (review samples) – The networking letter which requests information and assistance in your job search (review samples) Your cover letter should be designed specifically for each purpose outlined above as well as for each position you seek. Do not design a form letter and send it to every potential employer (you know what you do with junk mail!). Effective cover letters explain the reasons for your interest in the specific organization and identify your most relevant skills or experiences (remember, relevance is determined by the employer’s self-interest). They should express a high level of interest and knowledge about the position. Writing 2. Match the sentences beginnings 1-10 with endings a-j to make typical dynamic sentences for cover letters. My outgoing personality makes me a my formal education I recently graduated b to meet with you I served as c a phone call I attended school d a strong candidate I supported myself e a career in insurance brokering Jobs such as bartending enhanced f talk with you I have the skills to embark on g by working in radio advertizing sales 8. I would like very much to h from the University of Oregon 9. I will follow up this letter with i in Michigan, Arizona and Oregon 10. I can arrange a time j president of the debating 1. 2. 3. 4. 5. 6. 7.

Vocabulary 3. Complete the CV with appropriate action verbs from the boxes. Then use them to write sentences for your own CV. contacted recruited chaired designed

exceeded managed

met drew up

presented motivated

trained implemented

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2002-2004 Sale manager, Way2Go Travel, UK 1 ________corporate clients by phone and 2________ incentive travel programmers to Boards of Directors. 3________ and 4________ new sales reps 5________sales targets for every month and 6________ annual objectives by twenty per cent. 2004-2007 Sales and marketing manager, Hondo Holidays, Texas _____________________________________________________ 7_______sales materials and 8_______innovative advertising campaigns. 9_______and 10_______a team of 40 telesales operators. 11______a working party and 12______ proposals for a new e-commerce devision. Grammar 4. In a job interview, Gulzhan gave the following answers. Each answer is a conditional sentence. Choose the correct form of the verb to complete each sentence. 1. If I get/am getting/got the job, I am trying/will try/tried to make myself available as soon as possible, but I am not/will be/ wouldn’t be able to start immediately unless JPS will agree/ would agree/agreed to let me go. 2. You see, if I make /will make/made a commitment, I am doing/ do/did my best to respect it. 3. If by any chance the job will be/would be/were based in Kenya, I am taking/would take/took it anyway, even though I’d prefer to use my Amharic. Brainstorming 5. In small groups, read the two jobs adds. For each position, list at least two qualities and two skills that the ideal candidate should have. Development Officer for Executive Education Based in Kazakhstan, you will promote the specialist training services of a top international business school to companies throughout Europe. You will generate and follow up leads, handle client commitment before handover to account managers.

5.2. Writing Cover Letters

Brand Manager EMEA Based in London, but with extensive travel, you will be responsible for maintaining and developing a household name in video games. Liaising with head office in Japan, you will design and implement marketing campaigns for the Europe. Middle East and Africa region, and ensure that cost and profit objectives are met. Writing 6. a) Devide into two teams. As and Bs. The As will apply for the position as Development Officer and Executive Education, and the Bs for the position Brand Manager, EMEA. Follow the instructions below to write your letter. 1. With a partner from the same team, list real or imaginary examples of your experience, skills and accomplishments which you want to mention in your cover letter. 2. Plan the four paragraphs of your letter using the examples you have listed. 3. Write a cover letter, remembering to use action verbs whenever possible. b) In teams, A and B exchange your cover letters. Read the other team’s letters and decide which candidates deserve to be shortlisted for an interview. Announce your decision to the other group.

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6.1. Case study. Some Features of Conducting Business Negotiations of the Different Countries Brainstorming 1. In what circumstances might you do the following? Think of as many reasons as possible. sign a contract negotiate a contract break a contract cancel a contract draft a contract award a contract renege a contract take out a contract Reading 2. Read the text and match the headings below to paragraphs 1-9. 1. Style of conducting business negotiations is less dynamic. 2. They are – accuracy, punctuality, neatness. 3. All contacts and discussions are conducted with men. 4. Business negotiations with the Chinese delegation 5. Koreans are scrupulous in clothes questions. 6. One of the oldest nations on the European continent. 7. It is necessary to avoid physical contact – handshake is undesirable. 8. Business negotiations answer norms of the majority of the European countries. 9. Businessmen prefer to foreknow structure of participants. Some Features of Conducting Business Negotiations with Representatives of the Different Countries During business negotiations with representatives of foreign firms and the organizations it is necessary to remember that participants of these contacts are citizens of the different states. The future of the made decisions in many respects depends on the correct 54

6.1. Some Features of Conducting Business Negotiations ...

organization and carrying out business negotiations. On the secretary big organizational work lays down. Carrying out professional duties, the administrative assistant needs to consider some national features of business communication and to acquaint with them the head. In each country and each people have traditions and customs of business communication and business ethics.

National style – is the most widespread features of thinking, perception, behavior. They won’t be obligatory lines, characteristic for all representatives of the country, but only typical for them. The knowledge of national features can serve as a reference point of behavior of the partner in business. 1. Preparing for business negotiations with the French colleagues, it is necessary to remember that France – one of the oldest nations on the European continent. Long time French was language of diplomatic communication. It couldn’t but affect lines of national character, the French style of modern business communication. The French education system is focused on education of the independent and critically adjusted citizens. French are rather gallant, than are polite, skeptical and prudent, smart and resourceful. They never wish to risk. Business negotiations carry on rigidly, press the confrontation. If the meeting with the French delegation is necessary, business negotiations need to be held exclusively correctly, frostily and to remember these features. 2. During business negotiations with representatives of China it must be kept in mind that the Chinese participants are very attentive to collection of information concerning a subject of discussion, and to partners in negotiations.

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In the Chinese delegation, for example, the expert in financial questions, technical, etc., as a rule, is a lot of experts. It is necessary to remember that specifics of business negotiations with the Chinese delegation consists in the following: hospitality, aspiration to incline the partner to the principles favorable for the Chinese party, patience, lack of any emotions, emphasized attention to all participants of negotiations, and not just to heads. Chinese carry on business negotiations, accurately differentiating separate stages: initial specification of positions, their discussion and final stage of negotiations. They pay much attention to appearance of partners, a manner of their behavior, the relations in delegation. Chinese give importance to adjustment of the informal, personal relations with partners. It is better to make gifts not to a certain person, and all organization since local rules can forbid to accept personal gifts. 3. At communication with Japanese colleagues it is possible to note features of their national character: the diligence, strongly developed esthetic sense, commitment to traditions, discipline, devotion to authority, call of duty, politeness, accuracy, self-control, thrift, inquisitiveness, aspiration to coordinated actions in group. At business negotiations with Japanese any pressure is unacceptable. It is necessary to avoid physical contact – handshake is undesirable. The most important element of rules of a good form are bows. At representation cards are handed over. It is necessary to receive them both hands, in honor they need to be read. During the first business meeting with representatives of Japanese firms, it is accepted to exchange written materials about the firms: firm profile, specification on it (the exact name, the address, surnames and positions of the main officials), biography of the head of firm, the range of products, text and graphic materials which would give an idea about offered by your firm on the Japa-nese market of production, technologies and services. Besides, it is desirable to submit additional information on distinctive features of your production in comparison with production of competitors. From the very beginning of negotiations, after representation and an exchange of cards, it is necessary to give tea. During business negotiations with Japanese it is impossible to say firm «no». . . . . . . . It is necessary to answer more evasively: «We will think over your offer».

6.1. Some Features of Conducting Business Negotiations ...

Japanese don’t allow to business of women and never allow them to business negotiations. They also treat with mistrust presence at negotiations of women with our party. Try not to give flowers since for Japanese they are symbolical. To pick up correctly flowers for Japanese delegation without knowledge of specifics of the country and taste very difficult. Don’t unpack souvenirs which they give you and if, in turn, you give to Japanese souvenirs, they shouldn’t be expensive. 4. At communication with partners from Germany it is necessary to pay attention that Germans differ diligence, diligence, punctuality, thrift, rationality, organization, a pedantry, aspiration to orderliness. Business connection with the German firms can be established by an exchange of letters with offers on cooperation. It is possible to use the practice of the organization of cooperation accepted in Germany through agency and intermediary firms. High professionalism and unconditional implementation of the assumed obligations promote adjustment of long-term business connections with the German firms. At a meeting with delegation from Germany it is necessary to remember always: the first – the accuracy, punctuality, neatness. These qualities are necessary not only for business negotiations with foreign partners, but in general at any negotiations. But, if you meet delegation from Germany, it has to be surely considered. The second, in everything have to be clarity and an order. On a negotiating table everything has to be spread accurately out. Questions have to be carefully prepared, in advance written on special paper. The third not to enter business negotiations if you aren’t assured yet and for yourself didn’t solve as it is correct to formulate or as it is correct to put the matter. The fourth, Germans fixedly watch accurate sequence and logic in discussion of all questions. During business negotiations Germans are professional and official. They usually expect from you the same. It is necessary to address to them by last name, for example, «mister Bauer», instead of by name as it is accepted at Americans. In Germany very seldom invite business partners home. If to you such invitation arrives, don’t leave a bunch of flowers for the hostess at home. 5. Italians are expansive, impetuous, differ big sociability. Practice of business negotiations existing in the country answers norms of the majority of the European countries. For adjustment of business relations the exchange of missives with offers suffices.

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The Italian businessmen attach great value to that negotiations were carried on between the people holding approximately equal position in the business world or society. The Italian businessmen are sensitive to observance of the basic rules of business ethics and it should be considered at the organization and negotiating. 6. The Spanish partners are in character serious, open, and gallant, possess big sense of humor and ability to work in team. It isn’t necessary to make an appointment at noon. It is hour of a fiesta. Ceremony of acquaintance doesn’t differ from the standard: handshake and exchange of cards. Style of conducting business negotiations with representatives of the Spanish firms is less dynamic, than with American and Japanese. As Spaniards like to speak much, the regulations of meetings often aren’t observed. Need of a classical suit – a white shirt and the polished footwear – is obligatory. In Spain it isn’t accepted to invite business partners home. However, if such offer arrived, bring with itself as a gift flowers and wine. Avoid expensive gifts which can be apprehended as a bribe and will offend the partner. 7. Swedes are known in the world for the business ethics which are close to German, but isn’t so dry. Diligence, punctuality, accuracy, gravity, decency and reliability belong to its characteristic features in the relations. The skill level of the Swedish businessmen is very high therefore in the partners they especially appreciate professionalism. Swedes, as a rule, know several foreign languages, first of all, English and German. The Swedish businessmen prefer to foreknow structure of participants and the stay program (including working part, receptions, visit of theaters, etc.). Swedes are reserved, don’t express brightly the emotions. They and comprehensively study previously the received offers and likes to consider all questions in the smallest details therefore if you want to achieve success, the carefully prepared need to come to negotiations. Friendly relations and the relations play a special role in business development. Work isn’t limited to walls of office and often has continuation behind a friendly dinner at restaurant or on a visit. Home invites only the relatives or important partners. Swedes adhere to traditional views of clothes of the businessman, preferring classical style.

6.1. Some Features of Conducting Business Negotiations ...

8. The Korean businessmen approach to establishment of business relations differently, than in the West countries. It is difficult to come into contact by the direct appeal to firm in writing. Personal meeting is desirable, to agree about which best of all through the intermediary. Your intermediary will present your organization, will tell about your offers, about your personal status in firm, etc. The traditional morals think highly of personal contact, personal contact without which in Korea it is impossible to solve any problem. For this reason Koreans always insist on personal meeting, even when from our point of view of rather telephone conversation. The Korean businessmen are considered very energetic and aggressive when negotiating. They aren’t inclined to discuss the minor moments long. For the Korean businessmen clarity and clearness of expression of problems and ways of their decision is characteristic. Koreans are scrupulous in clothes questions: for men – it always a strict business suit, for women in an office situation trousers are excluded. It isn’t accepted to smoke in the presence of seniors on age and a position. As a whole, the protocol in the relations with the Korean businessmen is observed less strictly, than with the Japanese. 9. For representatives of the Arab countries one of the major elements at business negotiations is trust establishment between partners. They prefer preliminary study of details of questions discussed at negotiations. In the Arab world Islamic traditions have great value. In the Muslim world the foreigner can’t address with questions or requests to the woman, it is considered indecent. All contacts and discussions are conducted with men. The Arab understanding of etiquette forbids the interlocutor to resort to rectilinear answers, to be categorical, Arabs during conversation avoid fussiness and haste. The Arab businessmen express refusal in most softened, veiled look. Discussion 3. Decide to what extent you agree with each statement. Choose I agree / It depends / I disagree. Then compare answers with a partner. 1. The customer is always right. 2. Selling a product, a service or an idea all require the same skills. 3. You can’t predict all possible objections before a negotiation. 4. An objection is a customer’s invitation to be persuaded.

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5. Customers will play more to buy from people they like. 6. Never criticize the competition. 7. You can’t get an agreement until all objections have been answered. Vocabulary 4. Match the terms a-f below with the definitions 1-6. a) accountability

1. deciding objectives, means and standards b) regulatory bodies for a company c) borderline ethics 2. being required to justify one’s actions to a d) corporate governance higher authority e) empowerment 3. organizations which investigate irregularities, f) best practice such as the Securities and Exchange Commission 4. process that has been shown to give excellent results 5. paying workers the minimum wage allowed by the law, for example 6. encouraging workers to improve the way they do their own jobs Writing 5. Complete the book review with the terms from 4. In her latest book, Ethical Profits, Hannah Shallanberger, who serves on the board of several corporations, argues that good (1)________is not incompatible with making profits. According to Shallanberger, values like honesty, fairness, transparency and (2)_________, when combined with commercial and manufacturing (3) _________,can help to make the world a better place. Shallanberger blames Enron, WorldCom and other scandals first and foremost on spiraling executive pay. A world where six-figure salaries, stock options and golden retirements are a CEO’s top priority encourages (4)_______and leaves little space for global justice and social responsibility. Shallanberger advocates a third way. Companies which favor employee (5)________, and which foster a sense of

6.1. Some Features of Conducting Business Negotiations ...

ownership and social responsibility throughout the organization, can not only obey the law, comply with and even exceed the requirements of (6)________, but also give customers, employees, the environment, and shareholders a fair deal. The book is a must-read for any involved in business strategy. Discussion 6. Complete the questionnaire, and then discuss your answers. Ethical business or profit first? 1. Lying, cheating and bending the rules is a) unacceptable b) OK as long as you don’t get caught c) part and parcel of business. 2. A company should a) respect the spirit of the law b) respect the letter of the law c) be morally beyond reproach. 3. The majority of corporate profits should go to a) shareholders b) top management c) all company staff. 4. Honesty and responsibility is the best policy a) always b) sometimes c) rarely. 5. Shallanberger’s third way with «ethical profits» is a) the key to twenty-first century business b) a nice idea, but difficult to do c) hopelessly idealistic. 6. Making the world a better place is a) a company’s primary goal b) something companies can contribute to c) nothing to do with business.

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6.2. Case study. Compromise or Settlement Agreements Discussion 1. Discuss what compromise might be found in these situations. How satisfactory is the compromise for each party? 1. A bad atmosphere has developed between students and teachers in a language class. The students complain that they get too much homework. The teacher is disappointed by the lack of enthusiasm for speaking English. How could they reach an agreement? 2. Management at a car plant has offered a five per cent pay increase in response to workers’ demands for ten per cent. The workers have threatened a strike. Bothe sides are willing to discuss productivity and benefits. What compromise could they reach? 3. The top national newspaper has published evidence of corruption in a major company. Unfortunately the company is the newspaper’s most important advertising customer. How can two parties reach an agreement to maintain their business relationship? 4. A dairy producer sells most of its products to a major supermarket chain which has been making late payments. The supermarket claims the suppliers’ products have fallen in quality. What could each side do to improve their relationship? Reading 1. Read the text and write out keywords and the phrases making a thematic basis of the text. Compromise or Settlement Agreements The first thing to bear in mind is that this is a negotiation and what you are offered at the outset, as generous as it may be, is unlikely to be the best deal you can get. You should also take comfort in knowing your employment lawyer is used to negotiating settlement agreements and will do so on your behalf which is helpful particularly as, no matter what the reason for exit, you’ll still want to keep on good terms with your employer. It is useful before starting to negotiate your settlement agreement, to provide your employment lawyer with a copy of your contract of employment and any correspondence to do with your exit, bonuses etc.

6.2. Compromise or Settlement Agreements

There will be many aspects to your settlement agreement negotiation but some points to remember: Your first £30,000 will usually be tax free; Think how long it will take you to get back into work - will the payments cover this period? A senior manager can often take 6 months to get back into work. Outplacement support can get you back into work quicker and into a job more aligned to your talents; Your employment lawyer should advise on how the payments can be made in the most tax efficient way. Outplacement is tax free as part of a settlement agreement and won’t come off your £30,000 allowance; Work out what you want out of the agreement first and be prepared to compromise on some small points to get what you want; Be careful about restrictions placed on you to do with future work. Restrictions whilst protecting your employer, may impede your ability to work for a competitor; work elsewhere in your industry; or even set up your own business.

There are lots of reasons why getting outplacement services provided for you as part of your settlement agreement is a good idea: You’ll be able to review your future options with someone independently to make better, more informed decisions about your next move; You’ll have professional help with putting your job search campaign together including your CV, networking etc. And if you haven’t been in the job market for some time, they’ll make sure your self marketing materials are up to date; You’ll have resources available to you such as information on companies, job alerts and market intelligence essential for a modern job search campaign; Outplacement services are Tax free as part of a settlement agreement so including it now rather than after a few months trying it alone can save you thousands;

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Some other things to remember: If your company offers you their outplacement provider, you can still shop around yourself and choose your own. If the company won’t include outplacement as part of your final settlement and you want outplacement support, then ask them to include it on your agreement and for them to pay the outplacement provider direct and then deduct the ex VAT cost of the programmer off your final salary payment. It costs the company nothing and as a minimum will save you the VAT and could also save you the taxable element as well. For a higher rate tax payer, the saving could be close to 50% of the outplacement cost. What type of outplacement programmer should be included? One that suits your needs. You may be unclear with all that’s happening exactly what you want, so give us a call and we can discuss with you your thoughts and how your programmer can be structured around your needs. At Personal Career Management you’ll have a truly tailored personal outplacement programmer that will work for you. Personal Career Management can help you with your settlement agreement in a number of ways, and at any stage are here to help you if you wish to give us a call: We can discuss with you on the phone and at an initial meeting which is free of charge, which outplacement programmer you should ask to be included on your agreement. Our Outplacement Services section will give you a guide. Once agreed with your company, simply let us know what programmer has been agreed and the HR departments’ details and we’ll do the rest. Once they’ve confirmed back to us, your programmer can commence. Speaking 3. Answer the following questions of the text. 1. How to negotiate your settlement agreement? 2. Why include outplacement services? 3. What type of outplacement programme should be included? 4. How we can help you Personal Career Management with your settlement agreement?

6.2. Compromise or Settlement Agreements

Grammar 4. A TV talk-show host is talking to a doctor about children and TV violence. Complete the interview with the appropriate word or phrase from the boxes plus the gerund or infinitive form of the verb in parentheses. fed up with

advise

likely shocked unwilling used to agree hesitate keep

Host: I was __shocked to learn_____ that children will see 100,000 acts of 1. (learn) violence on television before they are 12. I had no idea it was that bad. It also appears that the networks are _________________. They seem pretty satisfied 2. (change) with things the way they are. Doctor: Yes I think that they’re _________________ all the responsibility on the 3. (put) viewer. That’s the way it’s always been, and they’re accustomed to it. Host: The networks may not want to change, but I know a lot of us are really very ___________________ violence during family viewing times. We are really sick 4. (see) of it. A lot of my friends don’t even turn on the cartoons anymore. Doctor: that’s probably a good idea. Several studies show that children are much more __________________ others after they watch violent cartoons. It’s really 5. (hit) quite predictable. Host: All right. Is there anything else that you____________ parents________________? 6. (do) Doctor: Parents must ________________ with their children. They shouldn’t 7. (communicate) _______________ their kids about their feelings and opinions – and especially 8. (ask) about their activities. Host: Thank you, doctor, for __________________ to us today. 9. (speak)

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Practice 5. Work with a partner, suggest more appropriate expressions for this negotiation, then practise the dialogue. A) I can pay ten per cent more, but you work Saturdays as well. B) No way! I coach my local swimming team on Saturday afternoons. A) Now about 50-50? I pay five per cent more, and you work Saturday mornings. B) No. Not unless I can keep the company car at the weekend. A) Deal! Discussion 6. Work in pairs. Using the framework below, take turns being A and B to practise compromising in the following situations: 1. Student A wants to organize a two-day fair-trade conference in Berlin. B prefers a week in Hong-Kong. 2. Student A wants to sell fair-trade chocolate in cheap 1 kg bars. B wants to sell it in expensive, individually-wrapped squares. 3. Student A is a coffee-grower and wants a five-year contract and guaranteed minimum price. B is a manufacturer and wants a one0year contract and index-linked price. 4. Student A wants to sell as many fair trade products as possible in their supermarkets at higher prices. B wants to sell the cheapest products at the lowest prices. Student A Offer a compromise

Student B Reject the compromise

Offer another compromise

Accept with conditions

Accept/reject

UNIT

VII

7.1. Case study. Making Presentations in English Discussion 1. Work in small groups. The question and answer session is an important but unpredictable part of most presentations. Decide whether you agree or disagree with the following statements. If there are no questions, means that you’ve made a really good presentation. It’s better to answer questions during the presentation rather than waiting till the end. There’s only one type of question awkward! The question and answer session is an opportunity, not a threat. When answering a question, keep it brief. Never admit that you don’t know the answer to a question. Bluff if necessary! Reading 2. Tell about what there can be told this text judging by the title and ending. Read the text and find confirmation or denial your assumption. Making Presentations in English Whether you are making presentations in English or in your own language, the same basic techniques apply. Of course, the additional challenge you are faced with when doing it in English is the language. How do you improve your presentation skills in English? Well, the first step is to make sure that you have the basic skills and techniques 67

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required in your own language, and then learn the language needed to put these techniques into practice in English.

Knowing your audience is perhaps the single most important factor in any presentation. Before you begin to plan what to include in your presentation, find out as much as you can about the people you will be speaking to. Here are some of the questions you should ask yourself What do they know? What do they want to know? What are they interested in? Why are they attending my presentation? What type of language and jargon do they use? Once you have answered these questions you will be better equipped to begin planning what to include in your presentation. Should you begin planning your presentation before you have satisfactory answers to the above questions, you run the risk of including a lot of material that is not relevant to your audience. A clear objective is vital. The clearer you can be about your objective the easier it will be for you to include relevant material. Only include information that helps you reach your objective and which is directly relevant to the audience. Use anecdotes where possible to involve your audience, and analogies to simplify complicated ideas. A good presentation is 90% preparation! In what other ways can you increase your audience’s involvement? Well, why not use rhetorical questions? Rhetorical questions are questions that are asked not for information but to produce an effect. They are useful because they help your audience to get involved. It is very important to have a strong introduction to your presentation and to give your audience a reason for listening. You should rehearse your

7.1. Making Presentations in English

introduction thoroughly; get it right and it will give you confidence and your audience will want to listen. Any presentation must be clearly structured. There should be a strong introduction and clear, logical links between the parts. The presentation should be full of information that is both relevant to the audience and meets your objective. You should use natural spoken language as opposed to written language and should avoid reading from a text or from overheads. Another thing to avoid is jargon. Use familiar language, jargon should only be used if you are absolutely sure your audience understands it. Finally, vary the speed and the tone of your speech and do not forget to use pauses for emphasis. Use your body to emphasize your words. Avoid distracting gestures, staring at the ceiling or tapping your feet. Make sure that you have good eye contact with the audience. Your body language will reflect any nervousness or tension. The key to reducing tension is to be thoroughly prepared, to rehearse and to have clear notes to help you get back on track. Should you get into difficulties: stop, take a deep breath, check your notes, and start again? Visual aids such as overheads or slides should be used to clarify your message and to help your audience remember your main points. They should be clear, bright and bold and shouldn’t include too much information. Do not use visual aids to hide behind, although they can be of help should you forget any key words. Learn how to use any technical equipment beforehand and don’t forget to have spare bulbs and fuses handy if you are using a projector. Remember that if it can go wrong, it will go wrong! Finally, you should close your presentation by asking for questions. Do not be afraid to wait for questions. One trick is to hold up your hand – this will cue the audience to do the same and encourage them to ask questions. Speaking 3. Imagine your partner has given a talk about a company. Write questions about the company using the prompts below by using the following expressions: you explained ..., …so can you tell us/so I would like to know…? I was very interested in your comment on…so…? a) last year’s profit figures b) when the company was founded

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c) the reasons for their successes d) who invented the company logo e) what color they prefer Role-play 4. Work in pairs. One of you is the presenter and other is questioner. The questioner starts by saying that they have no questions, so that the presenter has to start the session. The questioner asks his or her question from 3. When you have finished, swap roles. Writing 5. A speaker answering questions after a presentation about wind turbine. Put these expressions for explaining and reformulating in the correct gaps in the answer. That’s why so To be precise

It’s quite simple In other words To put it into perspective

(1)_________,really. Our turbine is most efficient on the market. (2)_________,twenty per cent more efficient than any of our competitors’. (3)_________we’re convinced that we’ll meet our sales targets next year. (4)_________,we will sell more than 450,000 units in the European market in the next twelve months. (5)________that’s twice as many units as this year , (6)_________ the future is rosy. Presentation 6. a) Work in groups in three. Each member of the group should prepare a 60 second talk on one of the following topics. your future career plans the economy of your home town/country a business idea you think will work a subject of your own choice b) When you have prepared your talk, tell your partner the subject so that they can prepare at least three questions each to ask you. When you are all ready, take turns delivering your talks and answering the questions using appropriate comments.

7.2. Skill of a Public Speech

7.2. Case study. Skill of a Public Speech Discussion 1. Work with a partner. Put the sections of a report in a logical order from 1-7. 1. Recommendations 5. Executive summary 2. Introduction 6. Findings 3. Conclusion 7. Title 4. Procedure Reading 2. Read the text and speak on the following. 1. Tell what it was especially interesting for you to learn from the text and why. 2. Tell what facts you learned for the first time. 3. Tell with what of the facts explained in the text you aren’t agree and why. Skill of a Public Speech

The oratorical speech call the influencing, convincing speech which is turned to wide audience, it is said by the professional of the speech and has the purpose to change an audience spirit, her views, belief, moods. Aspiration telling to change behavior of the listener can concern the most different parties of his life: to convince to vote for the necessary deputy, to incline to adoption of the necessary decision. Such specific goals there is an uncountable set, but anyway influencing speech is directed on extra language reality, to the sphere of vital interests, needs of the listener. The oratorical speech can be entertaining, information, inspiring, convincing, calling for action.

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Work on preparation of the speech can be subdivided into two main phases: precommunacitiv, i.e. preparation of performance and communicative – interaction with audience. In a precommunicativ phase distinguish two initial stages: definition of a subject and performance purpose; audience and situation assessment. Work at these stages has character of the account and an assessment of objective data: the subject and the purpose of performance are usually set by the program, the schedule, etc. The condition of audience and situation also don’t get out the acting. The subject of performance should be chosen carefully. If there is an opportunity, it is necessary to stop that well familiarly and to interestingly personally acting. Then it, probably, will be interesting and significant for others. It is necessary to try to narrow a performance subject that it represented the greatest interest. It is necessary to solve: whether to describe a subject, to explain something about a subject, whether to challenge a certain point of view or to state the new version. It isn’t necessary to try «to squeeze» too much material in limited time. Still Shakespeare told: «Where there aren’t enough words, there they have weight». The core idea is the main thesis which needs to be formulated clearly from the very beginning. The knowledge of the purpose strengthens attention. In the speech there can be some rod ideas, but no more than three. The pivot idea gives the chance to set a certain tonality to performance. For example, reports on scientific and technical subjects can be said with the angry, reproaching intonation which sense consists in not said, but implied expressions like «If you don’t make it, you will regret», or «I can’t understand why you don’t do so and so». Similar slightly angry tone allows the speaker to inform more effectively the idea to listeners. During performance before audience it is necessary «not to be afraid of anything, except the fear». Shyness – quite everyday occurrence at beginning speakers. To keep a confident look. The confident look affects the listener. If you inspire in it belief in your opportunities, you will have a self-reliance. It is necessary to be especially circumspect in introductory remarks. If to give in to the first motivation – to hurry, your nervousness only will increase. Pauses should be done so often as you will consider the necessary. It isn’t necessary to hesitate when incidentally I made a reservation. Listeners won’t attach it any significance if not to be confused. To overcome fear action. The

7.2. Skill of a Public Speech

football player fights against nervous excitement before game by vigorous warm-up. It is necessary to work in a similar way: not to be afraid to start at once business. You only will increase tension if don’t discharge it. It must be kept in mind that it is necessary to study on experience and on mistakes. Perhaps, the feeling of confidence also won’t be, but vigorously said phrases will make impression on listeners. Obstacles in a way to the powerful word and business aren’t removable without courageous exercise of will. Writing 3. Match the report problems a-g with solution 1-7. a) Speed: too fast e) Incorrect vocabulary b) Inappropriate pauses f ) No checking to see if listeners are following c) Excessive jargon and acronyms g) Lack of signposting d) Long 1. Using the correct word is important. Remember to use collocations and other common word combinations. 2. Keep sentences short. Your talk will be easier to follow and carry more impact. 3. Take time to check that your audience is following what you say. 4. Slow down. Pause. Give the audience time to think about what your are saying. 5. Learn and use key expressions to signal to your audience where you are in the talk. 6. Think about your listeners. Explain any jargon or acronyms they may not know. 7. Pauses in speech…are like punctuation in writing. Use them… to give more impact what you are saying. Vocabulary 4. Work in pairs. Match word or expression in the box below. moreover due to

finally

a) Sequencing b) Giving examples c) Adding

to sum up

therefore next for example

overall

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d) Expressing cause and result e) Summarizing Linking words and phrases 5. Complete the sentences below with appropriate linking words and phrases from 4. 1. We wanted the survey to be anonymous. _______, names did not appear on the questionnaire. 2. Firstly, staff completed questionnaires._______, they were interviewed by consultants. 3. The questionnaire covered job satisfaction. _______, some questions touched on company image. 4. Interviews were limited to 30 minutes each _______ the very right schedule. 5. _______, the results were positive but we agreed that there were lessons to learn. 6. Formal appraisal interviewers will be introduced _______ dissatisfaction with existing system. 7. There are several reasons for adopting appraisal interviews, _______, they can motivate staff. Writing 6. Write short report using the company template below to help you. Read your report to group. Title Introduction-explain the background to the report and why you are writing it. Procedure-how was information gathered? Findings-what information was gathered? Conclusions-what conclusions can you draw? Recommendations-what recommendations can you make?

UNIT

VIII

8.1. Case study. Managing people Discussion 1. Decide how you respond as a manager to each of these situations. Choose options from the list a-l. 1 A new employee has failed to complete an important project. 2 An experienced employee has failed to produce an important report. 3 A new employee has delighted customers with exceptional service. 4 An experienced employee has delighted customers with exceptional service. a) fire the employee g) pay them a bonus b) supervise the employee more closely h) give them more autonomy c) scream and shout for twenty minutes i) thank them for their hard work d) have a heart to heart talk to identify j) give them promotion the causes k) tell them not to overdo it e) give them a final warning l) something else f) do nothing Reading 2. a) Read and find all verbs transmitting the dynamics of the text. b) Choose from this text adjectives and adverbs which serve for the description. 75

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The Human Factor by Gerard M Blair

In the management of a small team, the human factor is crucial to success. This article considers possible motivators and a simple framework for dealing with people. When you are struggling with a deadline or dealing with delicate decisions, the last thing you want to deal with is «people». When the fight is really on and the battle is undecided, you want your team to act co-operatively, quickly, rationally; you do not want a disgruntled employee bitching about life, you do not want a worker who avoids work, you do not want your key engineer being tired all day because the baby cries all night. But this is what happens, and as a manager you have to deal with it. Few «people problems» can be solved quickly, some are totally beyond your control and can only be contained; but you do have influence over many factors which affect your people and so it is your responsibility to ensure that your influence is a positive one. You can only underestimate the impact which you personally have upon the habits and effectiveness of your group. As the leader of a team, you have the authority to sanction, encourage or restrict most aspects of their working day, and this places you in a position of power - and responsibility. This article looks briefly at your behavior and at what motivates people, because by understanding these you can adapt yourself and the work environment so that your team and the company are both enriched. Since human psychology is a vast and complex subject, we do not even pretend to explain it. Instead, the article then outlines a simple model of behavior and a systematic approach to analyzing how you can exert your influence to help your team to work.

8.1. Managing people

When thinking about motivation it is important to take the longterm view. What you need is a sustainable approach to maintain enthusiasm and commitment from your team. This is not easy; but it is essential to your effectiveness. Classic work on motivation was undertaken by F. Herzberg in the 1950’s when he formulated the «Motivation-Hygiene» theory. Herzberg identified several factors, such as salary levels, working conditions and company policy, which demotivated (by being poor) rather that motivated (by being good). For example, once a fair level of pay is established, money ceases to be a significant motivator for long term performance. Herzberg called these the «Hygiene» factors to apply the analogy that if the washrooms are kept clean, no one cares if they are scrubbed even harder. The point is that you can not enhance your team’s performance through these Hygiene factors - which is fortunate since few team leaders have creative control over company organization or remuneration packages. What you can influence is the local environment and particularly the way in which you interact with your team. The positive motivators identified by Herzberg are: achievement, recognition, the work itself, responsibility, and advancement. These are what your team needs; loads-o-money is nice but not nearly as good as being valued and trusted. As the manager, you set the targets - and in selecting these targets, you have a dramatic effect upon your team’s sense of achievement. If you make them too hard, the team will feel failure; if too easy, the team feels little. Ideally, you should provide a series of targets which are easily recognized as stages towards the ultimate completion of the task. Thus progress is punctuated and celebrated with small but marked achievements. If you stretch your staff, they know you know they can meet that challenge. Collocation 3. Work with a partner. Match the nouns in 1-5 with the descriptions a-e. Which character do you think would be most difficult to manager and why? Which description best describes you? 1. The bully 2. The team player 3. The leader 4. The workaholic 5. The maverickThis character does things their own way.

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a) this person has a natural ability to encourage others and take a project through to success b) this person doesn’t know when to stop, and they often believe the office would collapse without them c) this person imposes their personality on others, making other people feel bad in the workplace d) this person has a natural ability to fit in. They make positive contributions and build good relationship. Discussion 4. Which type of character in 3 would you associate with each adjective below? aggressive anxious charismatic confident cooperative decisive easygoing friendly helpful impatient independent individual motivating obsessive over-critical single-minded stressed unpredictable Vocabulary 5. Find out English equivalent. адам фак­то­ры, та­быс­қа же­ту ма­ңыз­ды, сы­пайы ше­шім қа­был­дау, бі­рі­гіп әре­кет жа­сау, ық­пал­ды ба­ға­ла­мау, өкі­лет­тік мүм­кін­дік, тәр­тіп­тің жай тү­рі, са­ра­лаудың жүйелі тә­сі­лі, ын­та­лық­ты қол­дау, тиім­ді­лік­ке өте-мө­те қа­жет, фак­тор­лар­ды та­бу, по­зи­тив­ті дә­лел фак­то­ры. Speaking 6. Comment part of the text which you seemed the most interesting. 8.2. Case study. Leadership Qualities and Role Discussion 1. Work in small groups. Discuss which of these definitions best defines your idea of quality and why. 1. Can establish and maintain the relations with people equal to. 2. To possess ability to make non-standard administrative decisions. 3. To be ready to begin process of innovations.

8.2. Leadershi p Qualities and Role

4. To be capable to find optimum version of the decision in the conditions of limited time. 5. To have tendency to introspection. 6. To be capable to refuse the point of view if prove that it isn’t optimum. 7. To treat victories and defeats with endurance. 8. To make efforts on protection of personal advantage of the subordinated. 9. To be able to put the thoughts into words clearly, precisely, shortly. 10. To be an example in efficiency of use of working hours. 2. Read the text and allocate the main idea. Leadership Qualities and Role Over the last decade, organizations have faced more changes than ever before. These changes present many challenges for organizations to survive and to be successful; because of this many people are looking to understand the concept of leadership. Leadership can be defined in many ways, for instance leadership as the process of influencing others to understand and agree what needs to be done, how it can be done effectively, and the process of facilitating individual and collective efforts to accomplish shared objectives. The leader is expected to display a set of abilities such as decision-making, people management, problem solving and so on. Many theories have highlighted the importance of leaders’ values, feelings and performance in taking actions that have an important impact on followers. Power and authority are gained by a leader using charisma through identifying the actions that have worked in certain circumstances and by then modelling them to achieve their goals. However, there is little evidence that shows how to control followers by using emotions, and which details leaders’and followers’characteristics. Some scientists found that certain qualities are associated with leadership, such as vision, cleverness, determination and toughness are compulsory for being successful. Admittedly, the most effective leaders are characterized by a high degree of emotional intelligence, which consists of five components: self awareness, self-regulation and self- motivation for self–management; empathy and social skills

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for managing the relationship with others. Interestingly, emotional intelligence increases with age. Each component has some value for instance, self awareness consists of having a deep understanding of personal strengths, weaknesses, emotions, requirements, and drives. People with a high degree of self-awareness know how their emotions can affect themselves, others, and their performance. Self-regulation is like a fragmentary interior conversation and has a trickledown effect, and is essential for competitive reasons. Motivation has a vital impact on effective leaders and keeps them optimistic because they are enthused by a strong desire to achieve for the sake of accomplishment. Empathy is the most easily identified component and fundamental for three reasons; the greater than ever use of teams; the rising need to keep hold of talent; and the speed of globalization. Social skills are concerned with managing collaboration with others and complete the other aspects of emotional intelligence. Personal qualities and principles are at the heart of the framework which means that leaders must take into account their personal qualities in order to meet the needs of their job. This cluster contains 5 main characteristics: self belief, self awareness, self management, drive for improvement, and personal integrity which focus on both outstanding and effective leadership qualities, and leaders’ characteristics. These include self confidence, speaking up when the situation needs it, awareness of their weaknesses and strengths, learning from failure, having the ability to face difficulties, staying motivated, concentrating on achieving goals, investing their energy and building a sense of loyalty. Good leaders have a vision for the future, depending on their political awareness of health and social care, supported by intellectual flexibility. Directed by results, their instinct is to pounce on key future influences and to motivate others to work with them. This cluster includes 5 qualities; seizing the future, intellectual flexibility, broad scanning, political astuteness, and drive for results. Leadership has six basic styles: coercive, affiliative, authoritative, democratic, pacesetting and coaching, scientists stated that «the most successful executives use mixtures of leadership styles – each in the right measure, at just the right time». Only four of these styles have a positive effect on atmosphere and outcomes. The type of effective style that leader must demonstrate in different situations and shows how he manages the organization efficiently by achieving the organization’s goals.

8.2. Leadershi p Qualities and Role

Writing 3. Work with a partner. Match the nouns in 1-5 with the definitions a-e. 1. coercive 2. affiliative 3. toughness 4. fragmentary 5. trickle-down 6. broad-scanning 7. astuteness8. pacesettinga) having insight or acumen; perceptive; shrewd b) a person, group, or organization that is the most progressive or successful and serves as a model to be imitated. c) using force to persuade people to do things that they are unwilling to do d) helps develop political astuteness and intellectual flexibilitykey leadership attributes. e) relating to the formation of social and emotional bonds with others or to the desire to create such bonds; f) consisting of or reduced to fragments; broken; disconnected; incomplete; g) of or concerning the theory that granting concessions such as tax cuts to the rich will benefit all levels of society by stimulating the economy h) strong and durable; not easily broken or cut;not easily influenced, as a person; unyielding; stubborn; 4. Vocabulary Complete the sentences below with appropriate linking words from the box. Some of them may be repeated. astuteness pacesetting trickle-down affiliative fragmentary toughness coercive

1. An________ leader promotes harmony among his or her followers and helps to solve any conflict.

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2. _________temporal authority over their bodies or estates could only be given by concession from the temporal prince. 3. She’d never found someone with her mental _________, someone who could challenge her. 4. It may be admitted that the identification of _________ leafremains is at most precarious. 5. He could have finished off his chiefdom with odds and sods, or with a_________ effect. 6. Over a short period, investment returns can be a deceptive measure of_________. 7. The Courier-Mail’s__________ success story continued with the release of the latest readership survey yesterday. 8. Suddenly, the finesse, the_________ behind the gaze that does not really gaze is lost in a sea of fatuous prolixity. 9. The president relied on the_________ powers of the military. 10. And Curtis believes keeping up with the division’s early _________ is particularly important. Speaking 5. Work in group and play the game. One of you first contacted the leader trough telephone to introduce yourselves and decide date for the interviews. This conversation enabled you to tell him more about your study and why you would be interested in interviewing him. Further, leader agreed to send you the questions beforehand in order to give the interviewees a possibility to prepare yourselves. The leader should prepare questions and others answer. Writing 6. Write the summary on the topic «Leadership Qualities»

ANSWER KEY

UNIT I 1.1. English etiquette Reading for detail 2. Read the text and decide if these statements are T (true) or F (false) 1. True 2. False 3. True 4. True 5. False 6. True 7. False Writing 3. Match the words 1-10 with the appropriate definitions in a-j. Use a dictionary to help you if necessary. 1. d 2. g 3. j 4. i 5. h 6. e 7. b 8. c 9. f 10. a 4. Complete the project management sentences using the cor-rect form of the verbs from the list which collocate with nouns in bold. 1. carry 2. have arrived 3.will go to 4. to be regarded 5. to boast 6. cultivates 7. to get on 8. will complain 9.will (not) look for 10. don’t show to Translation 5. Translate the following sentences into English. 1. The English etiquette is an embodiment of severity and officiality. 2. In this country the concept about «the true gentleman» arose. 3. However the etiquette of England doesn’t accept the word «gentleman» use for an assessment of level of good breeding of the person. 4. Well-mannered British never at own will go to the conflict. 5. So, excessive emotionality is considered etiquette violation in England 6. However the modesty in British manages to get on with strongly developed self-respect. 7. Following norms of etiquette and leaning on precepts of culture of England, inhabitants of this country never will complain of own misfortune 83

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1.2. Business etiquette of English Grammar 3. Read the email from a student to her favorite English tea-cher. There are ten mistakes in the use of the simple present and the progressive. The first mistake is already corrected. Find and correct nine more. Studying , don’t know, come, means, I have, I don’t, do you, I’m, you’re Translation 4. Translate the following sentences. 1. It is known that British are very polite and affable. 2. British usually give evasive answers to direct questions 3. In difficult situations British show restraint and self-control. 4. But also British prefer to approach with humor all life situations and business – not an exception. 5. British think of personal system of seniority very much. 6. In conversation direct look at eyes are welcomed. 7. Going to the British partner on a visit, it is better to be late a little, than to come in advance. UNIT II 2.1. Etiquette history Reading for detail 2. Read the text and decide if these statements are T (true) or F (false). 1. False 2. True 3. True 4. False 5. False 6. True Vocabulary 3. Find in the text English for: International standard, the Roman ambassadors, rules of etiquette, to interrupt the speech, to listen patiently, to accuse publicly, praise behavior, to conclude a truce, true courtesy, to be silent at seniors, to listen to wise, to obey seniors, more to ponder. Writing 4. Write down the summary by using phrases from exercise 4. Grammar 5. Write adjectives that characterize the people:

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CROSSWORD PUZZLE « CHARACTER TRAITS»

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Down: 1. secretive, 2. friendly, 3. dull, 4. honest, 5. nice, 6. cheerful, 7. patient, 8. confident, 9. selfish, 10. thoughtful, 11. adventurous, 12. aggressive, 13. quiet, 14. generous, 15. calm, 16. lazy, 17. tidy, 18. brave, 19. sensitive. Across: 1. curious, 2. chatty, 3. polite, 4. sociable, 5. nervous, 6. clever, 7. independent, 8. greedy, 9. kind, 10. hardworking, 11. loyal, 12. easygoing, 13. sincere, 14. rude, 15. cruel, 16. ambitious, 17. moody, 18. shy, 19. creative. UNIT II 2.2. Business etiquette in the USA Reading 1. Read the text and match the headings below to paragraphs 1-6 . a) Corporate Culture (3) b) Negotiations at Dinner (6) c) Business Etiquette in the USA (1) d) Americans Love Figures and the Facts.(5) e) Be Punctual.(4) f) Acquaintance and Greetings (2) Grammar 2. Use the cues to sentences about Joao’s first date with Dana. Use when or while and the simple past or past progressive form of each verb. There is more than one way to write some of the sentences. 1. While he was drinking a glass of water, he broke the glass. OR He was drinking a glass of water he broke the glass. 2. When he stood up to greet Dana, he fell on the wet floor. 3. He forgot Dana’s name when he wanted to introduce her to a friend. 4. While he was eating a plate of spaghetti, he got some sauce on Dana’s dress. OR 5. He was eating a plate of spaghetti when he got some sauce on Dana’s dress.

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6. He had no money when he got the check at the end of dinner. 7. He was thinking only about Dana while he was driving home. OR While he was driving home, he was thinking only about Dana. 8. When he received a phone call from Dana, while he was recovering from his car accident. OR He received a phone call from Dana while he was recovering from his car accident. Unit III 3.1. Business Etiquette of Kazakh People Translation 2. Translate the following sentences from Kazakh into English: 1. What business project you wouldn’t offer in Kazakhstan, consider that to Kazakhs it is very important what other people will think and will tell about them. 2. It is at first more important to your potential partner to improve good relations with you, than to learn about all details and properties of your service or a product. Reconcile to it. 3. You don’t speak to the senior on a rank or on age that he isn’t right, especially in the presence of subordinates. 4. In a hall for negotiations, most likely, there will be a table of the T-shaped form that all could see faces each other and in return Kazakhs will sit down on a seniority. 5. 80% of attention it is paid to that end of a table where seniors by situation in the company – decision makers sat down. 6. In Kazakhstan it isn’t possibly to predict the terminations of meetings therefore don’t plan a meeting after two – three hours. 3.2. Business Lunch in Kazakhstan Writing 1. Complete the sentences using the correct words from the list 1. accumulate 2. European etiquette 3. Preservation 4. allegorically 5. rigid 6. hierarchy 7. abundance of rules 8. Regret

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Collocations 5. Match the people involved in a project in 1-5 with their definitions a-e. 1b2d3e4a5c Grammar 6. Read Kairat’s journal entry. Kairat has made ten mistakes in the use of the future and future progressive. The first mistake is already corrected. Find and correct nine more. It’s 11:00 p.m. now. I go (I’m going)to bed in a few minutes, but I’m afraid that I won’t get much sleep tonight. I’ll be tired when I will get up, but I can’t stop thinking about my job. Nurai has our last day here completely planned. In the morning we’re going have breakfast with friends and family. Then we’re taking care of a few last- minute errands. Our plane will leave at 5:00 p.m. and Nurai has already made a reservation for taxi at 2:00. I’m really excited. At this time tomorrow, Nurai and I will be sit on the airplane on our way to London. If I Know Nurai, she enjoing a movie while I will try to catch up on my sleep. Oh, no I hear thunder. It will rain, so I’d better close all the windows. Maybe I’m going to watch the rain for a while. It is a long time before I see rain again. UNIT IV 4.1. Ethics of telephone conversations. Discussion 1. Discuss in your group. Whether we know everything about etiquette of telephone conversations? We will try to find out which it is possible to ring by rules of etiquette. And that you had an opportunity to estimate a situation, will give three versions of the answer. 1. b, 2. c, 3.a, 4. c, 5. b, 6.a, 7.c. Vocabulary 4. Find in the text the English for: Business matter, fast way of communication to come into contacts, direct communication, the manner to communicate by

Answer key

phone, the reputation and success, rules of telephone conversation, there is the first impression, it is considered indecent, to keep calling waiting, suggest to call back, be extremely polite, shouldn’t exceed four minutes. Riddle 6. Set a riddle: Telephone UNIT IV 4.2. Business Telephone Etiquette. Grammar 5. Complete the article with the correct form of the words in parentheses. Choose between affirmative and negative forms. 2.No, they don’t 3.Should … be obtained 4. Yes, they should 5. can … be made 6. Yes, they can Translation 6. Translate the following phrases into English and complete the dialogue: – Hello, is that I.T.S.? – Yes. Can I help you? – Extension 27-51, please. – Sorry, it’s engaged. – Could I hold on? – Of course, you can. – Hello, it’s ringing for you. – Could I speak to Mark Leary, please? – I’m sorry, but Mr.Leary can not answer your call. He went out to lunch. – To lunch?! At 11.30?! – Yes. He had an appointment with a visitor from Poland. – What visitor? – Excuse me, but I don’t even know who I am talking to… – Oh, I’m very sorry! I should have Introduced myself. Peter Stark speaking.

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– I’ll write Mr. Leary a memo. He can call you when he’s back. – Thank you. I’ll be at my office until 2.30 p.m. He can also call me home at dinner time. It’s rather urgent. Please, put it down. – I certainly will! Is that all? – Yes, thank you. Goodbye! UNIT V 5.1. Business correspondence. Brainstorm 1. Match the following sentences to the correct set of details. 1b; 2a; 3c Writing 4. a) Match the sentences beginnings 1-10 with endings a-j to make typical dynamic sentences for cover letters. 1 d; 2 h; 3 j; 4 i; 5g; 6 a; 7 e; 8 f; 9 c; 10 b. Vocabulary 5. a)Look at the following sentences, they are polite, formal ways of asking someone to do something. Underline the phrases which make a request. What verb forms are used? a) Underline: – could you please… – Would it possible for you to… – I would be very grateful if you could … The verb form used is the past conditional. b) Suggested answers 1. Could you please arrange for a taxi to meet me at the airport? 2. Would it possible for you to give me a lift to the station? 3. Could you please tell me how much it will cost? 4. Would it possible for you to look for my jacket? 5. I would very grateful if you could send me some information about your school.

Answer key

UNIT V 5.2. Writing Cover Letters. Brainstorming 1. When applying for a job or a placement, you should always send a cover letter with your CV or resume. In small groups, divide the list below into Do’s and Don’ts for writing dynamic cover letters. When you have finished, compare your ideas with the list in the key. Do’s Do ask directly for an interview. Request an interview, and tell the employer when you follow up the arrange it. It is imperative that you follow up. Do follow the AIDA model used in advertising – attention, interest, desire, and action. Write cover letters that are unique and specific to you, but consider using four paragraphs: 1) get your reader attention; 2) give details of your accomplishments; 3) relate yourself to the company showing why the company should hire you; 4) request reaction. Don’ts Don’t start your letter ‘Dear Sir or Madam’. Address your letter to a named individual whenever possible. Don’t write a formal introduction in the first paragraph. Use the first paragraph to grab the employer’s attention. Don’t write at least 400 words – the more information you give, the better. Never write more than one page. Each paragraph should have no more than three sentences. Don’t use sophisticated language to make a good impression. Use simple language and uncomplicated sentence structure. Eliminate all unnecessary words.

Vocabulary 3. Complete the CV with appropriate action verbs from the boxes. Then use them to write sentences for your own CV. 1-contacted; 2-presented; 3-recruited; 4-trained; 5-met; 6-exceeded; 7-designed; 8-implemented; 9-managed/motivated; 10-motivated/ managed; 11-chaired; 12-drew up. Grammar 4. In a job interview, Lindsey gave the following answers. Each answer is a conditional sentence. Choose the correct form of the verb to complete each sentence.

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1. If I get the job, I will try to make myself available as soon as possible, but I wouldn’t be able to start immediately unless JPS agreed to let me go. 2. You see, if I make a commitment, I do my best to respect it. 3. If by any chance the job will were based in Kenya, I would take it anyway, even though I’d prefer to use my Amharic. Speaking 6. a) Decide whether each expression implies that the speaker will give a positive or a negative response. Which «negative phrase» suggests the speaker will negotiate? in principle+ as things stand – (invitation to negotiate) by and large+ on the whole + to be honest- regrettableb) Choose the best expressions to complete this email. 1. on the whole 2. unfortunately 3. in principle 4. as things stand 5. by and large 6. regrettable UNIT VI 6.1. Some features of conducting business negotiations of the different countries Brainstorming 1. In what circumstances might you do the following? Think of as many reasons as possible. Suggested answers: sign a contract – if you get a job, agree to buy or sell a house, agree to provide a product or a service; negotiate a contract – if you transfer a footballer, get married, agree to write a book; break a contract – if you leave your job without giving notice, fail to do the work you are paid to do; cancel a contract – if you are dissatisfied with your ISP, if your customer doesn’t pay

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draft a contract – if you want to formalize what you have agreed with your cleaning lady: award a contract – if you choose an advertising agency to improve your company’s image or a distributor to sell your products renege a contract – take out a contract. Reading 2. Read the text and match the headings below to paragraphs 1-9. 1. One of the oldest nations on the European continent. 2. Business negotiations with the Chinese delegation 3. It is necessary to avoid physical contact – handshake is undesirable. 4. They are – accuracy, punctuality, neatness. 5. Business negotiations answer norms of the majority of the European countries. 6. Style of conducting business negotiations is less dynamic. 7. Businessmen prefer to foreknow structure of participants. 8. Koreans are scrupulous in clothes questions. 9. All contacts and discussions are conducted with men. Vocabulary 4. Match the terms a-f below with the definitions 1-6. a-2 b-3 c-5 d-1 e-6 f-4 Writing 6. Complete the book review with the terms from 4. 1. corporate governance 2. accountability 3. best practice 4. borderline ethics 5. empowerment 6. regulatory bodies 6.2. Case study. Compromise or Settlement Agreements Discussion 1. Discuss in group what compromise might be found in these situations. How satisfactory is the compromise for each party?

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Suggested answers: 1. The class agrees to speak more if the teacher gives them less homework. A satisfactory compromise for both parties assuming that oral competence is more important than the homework programme. 2. A five percent increase now with the further two per cent if productivity targets are met. Probably more satisfying for the workers who will see it as a victory, than for the management, who may feel lost face. 3. The company agrees to continue advertising on condition the newspaper drops the story. Perhaps more satisfactory for the company, since they need to advertise anyway. 4. The supermarket chain agrees to pay on time providing the dairy products meet agree quality standards. A satisfactory compromise for both parties. Grammar 4. A TV talk-show host is talking to a doctor about children and TV violence. Complete the interview with the appropriate word or phrase from the boxes plus the gerund or infinitive form of the verb in parentheses. 2. unwilling or not willing to change 3. used to putting 4. fed up with seeing 5. likely to hit 6. advice…to do 7. keep communicating 8. hesitate to ask 9. agreeing to speak. UNIT VII 7.1. Making Presentations in English Writing 5. A speaker answering questions after a presentation about wind turbine. Put these expressions for explaining and reformulating in the correct gaps in the answer.

Answer key

1. It’s quite simple 2. To be precise 3. That’s why 4. In other words 5. To put it into perspective 6. so UNIT VII 7.2. Skill of a Public Speech Discussion 1. Work with a partner. Put the sections of a report in a logical order from 1-7. 1. Title 5. Findings 2. Executive summary 6. Conclusion 3. Introduction 7. Recommendations 4. Procedure Writing 8. Match the report problems a-g with solution 1-7. 1-e 2-d 3f 4-a 5-g 6-c 7-b UNIT VIII 8.1. Case study. Managing people. Writing 9. Work with a partner. Match the nouns in 1-5 with the descriptions a-e. Which character do you think would be most difficult to manager and why? Which description best describes you? a) the maverick b) the leader c) the workaholic d) the bully e) the team player

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Discussion 10. Which type of character in 3 would you associate with each adjective below? 1. The bully: aggressive, impatient, over-critical 2. The team player: cooperative, easy-going, friendly, helpful 3. The leader: charismatic, confident, decisive, motivating 4. The workaholic: anxious, obsessive, stressed 5. The maverick: independent individual single-minded unpredictable Vocabulary 7. Find out English equivalent. the human factor, crucial to success, to deal with delicate decision, to act co-operatively, to underestimate the impact, to have the authority, simple model of behavior, a systematic approach to analyzing, to maintain enthusiasm, to be essential to one’s effectiveness, to identify factors, the positive motivators

GRAMMAR NOTES

Simple Present and Present Progressive – Use the simple present to describe what generally happens (but not necessarily right now). Example: People often call him George. We never use nicknames. – Use the present progressive to describe what is happening right now or in the extended present (for example, n0wadays, this month, these days, this year) Example: A: Where’s Tomiris? B: At the library.She;s studying. A: What is Madiyar doing these days? B: He is working on a new project. ! Remember that non-action verbs are NOT usually used in the progressive even when they describe a situation that exists at the moment of speaking. Example: I want to have a special name. NOT: I’m waiting to have a special name. – Non action verbs describe emotions (love, hate); mental states (remember, understand); wants (need, want); perceptions (hear, see); appearance (look, seem); and possession (have, own). Example: I hate my nickname. Do you remember her name? –Jan. Water freezes at 0°C (32°F). The Earth orbits the sun. – Use the simple present to talk about situations that are not connected to time-for example, scientific facts and physical laws. The simple present is often used in book or movie reviews and in newspaper reports. Example: This book gives information about names. It also talks about giving gifts. 97

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– The present progressive is often used with always to express a repeated action. Example: She’s always smiling. That’s why we call her «Sunshine». It’s her nickname. USAGE NOTE: We often use the present • He’s always calling me «Sweetie.» I really progressive to express a negative reaction to hate that name, a situation. Simple Past and Past Progressive – Use the simple past to describe an action that was completed at a specific time in the past. The simple past focuses on the completion of the past action. Example:Marie moved to Paris in 1891. The Curies won the Nobel Prize in 1903. She researched uranium. (She completed her research.) – Use the past progressive to describe an action that was in progress at a specific time in the past. The action began before the specific time and may or may not continue after the specific time. The past progressive focuses on the duration of the action, not its completion. Example:The Curies were living in Paris in 1895. Marie was studying at the Sorbonne. During 1897, she was researching uranium. (Her work was continuing.) ! Remember that non-action verbs are NOT usually used in the progressive even when they describe a situation that exists at the moment of speaking. Example:Marie had a degree in physics. NOT: Marie was having a degree in physics. – Use the past progressive with the simple past to talk about an action that was interrupted by another action. – Use while to introduce the past progressive action. – Use when to introduce the simple past action. Example:While he was walking, the car hit him. When the car hit him, he was walking.

Grammar Notes

– You can use the past progressive with while or when to talk about two actions in progress at the same time in the past. Use the past progressive in both clauses. Example: While Clark was leaving the newsroom, Lois was calling the police. When Clark was leaving the newsroom, Lois was calling the police. BE CAREFUL! Sentences with two clauses in the simple past have a very different meaning from sentences with one clause in the simple past and one clause in the past progressive. Example: When he came home, she was reading the newspaper. [First she started reading the newspaper. Then he came home.) ! Remember: The time clause (the part of the sentence with when or while) can come at the beginning or the end of the sentence. Example: When they met, he was competing in Paris. OR He was competing in Paris when they met. – Use a comma after the time clause when it comes at the beginning. Do NOT use a comma when it comes at the end. Simple Past, Present Perfect and Present Perfect progressive – Use the present perfect or the present perfect progressive with for or since to talk about things that started in the past but were not completed. These things continue up to the present and may continue into the future. Example: I’ve lived in Perth for three years, or I’ve been living in Perth for three years. (I moved to Perth three years ago, and I’m still living there today.) – We often use verbs such as live, teach, wear, work, study, and feel in this way. Example: She’s worked hard this week, or She’s been working hard this week. a. Use for+ a length of time to show how long a present condition has been true. Example: He’s lived in Sydney for two years.

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100 Language of Business Communication b. Use since + a point of time to show when a present condition started. Example: He’s been living there since he graduated. BE CAREFUL! Do NOT use the present perfect with specific points of time (except after since). Example: He’s lived in Sydney since 2007. Not: He has moved there in 2007. ! Remember: Non-action verbs are NOT usually used in the progressive. Example: I’ve known Joy for a long time. Not: I’ve been knowing Joy for a long time. – Use the present perfect without for or since to talk about things that happened at some indefinite time in the past and were completed. Example: She’s read a book about skydiving. (We don’t know when she read the book, or the time is not important.) USAGE NOTE: We use the present perfect (not the past) to show that the result of the action or state is important in the present. The present perfect always has some connection to the present. Example: She’s completed her master’s degree, so she’s looking for a teaching position. (Because she has her master’s degree, she can now look for a teaching position.) BE CAREFUL! She’s read a book and She’s been reading a book have very different meanings. a. The present perfect without for or since shows that an activity is finished. We often say how many or how many times with this use of the present perfect. b. The present perfect progressive shows that action is unfinished* Example:She’s read the book. (She’s finished the book.) She’s read three books about skydiving. She’s read that book three times.

Grammar Notes

She’s been reading a book. She’s bean reading the book for a week. – Use the present perfect or the simple past with time expressions for unfinished time periods such as today, this week, this month, and this year. a. Use the present perfect for things that might happen again in that time period. Example: He’s jumped three times in this month. (The month isn’t over. He might jump again.) b. Use the simple past for things that probably won’t happen again in that period. Example: He jumped three times this month. (The month isn’t over, but he won’t jump again.) BE CAREFUL! This morning, this afternoon, and this evening can be either unfinished or finished. Use the simple past if the time period is finished. Example: I’ve had three cups of coffee this morning. (it’s still morning). I had three cups of coffee this morning. (It’s now afternoon). Past Perfect and Past Perfect Progressive – Use the past perfect to show that something happened before a specific time in the past. Example: By 1986, Dudamel had begun violin lessons. It mis 2004. He had been a conductor for several years. – The focus is often on the completion of an action Example: By 2010, Kato had conducted Beethoven’s Ninth Symphony for the first time. – Use the past perfect progressive to show that an action was in progress before a specific time in the past. It possibly continued after

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102 Language of Business Communication that specific time. The focus is on the continuation of the action, not the end result. Example: By 2010, Kato had been conducting an orchestra for 12 years. (She was still conducting in 2010, and possibly continued to conduct.) USAGE NOTE: We also use the past perfect progressive for finished actions that had just ended. You can often still see the results of the action. Example:She was out of breath. It was clear that she had been running. (She was no longer running when I saw her). ! Remember: Non-action verbs are NOT usually used in the progressive. Example:It was 2008. He had been a conductor for several years. Not: He had been being a conductor for several years. – Use the past perfect and the past perfect progressive with the simple past to show a relationship between two past events a. Use the past perfect or the past perfect progressive for the earlier event. Use the simple past for the later time or event. Example:He had been living in Venezuela when he won a competition in Germany. (He was living in Venezuela. During that time, he won a competition in Germany.) b. When the time relationship between two past events is clear (as with before, after, and as soon as), we often use the simpke past for both events. Example:After Dudamel had joined El Sistema, he studied the violin. OR After Dudamel joined El Sistema, he studied the violin. BE CAREFUL! In sentences with when, notice the difference in meaning between the simple past and the past perfect. Example: When the concert ended, she left. (First the concert ended. Then she left.) When the concert ended, she had left. (First she left. Then the concert ended).

Grammar Notes

– We often use the past perfect and the past perfect progressive with by + time or event, or by the time + time clause. Example: By2006, Gustavo had gotten married. By the time we got tickets, we had been waiting in line for an hour. – We usually use the simple past in the time clause for the later time or event. – Use already, yet, ever, never, and just with the past perfect to emphasize which event happened first. Example: A: Jason and I watched Dudamel on YouTube last night. Jason had already seen him conduct. B: Had you ever seen him before? A: No, I hadn’t. I had just heard of him! BE CAREFUL! Do NOT put an adverb between the main verb and a direct object. I hadn’t seen him yet. or I hadn’t yet seen him. Not: I hadn’t seen yet him. Future and Future Progressive – There are several ways to talk about the future. You can use: – be going to – will – present progressive – simple present Example: I’m going to take the airship tomorrow. It’ll be a nice trip. It’s leaving from Barcelona. It takes off at 9:00 a.m. USAGE NOTE: Sometimes only one form of the future is appropriate, but in many cases more than one form is possible. – To talk about facts or things you are certain will happen in the future, use be going to or will. Example: The sun is going to rise at 6:43 tomorrow.OR The sun will rise at 6:43 tomorrow.

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– To make predictions about things you are quite sure will happen in the future, use be going to or will. Example: I think people are going to use robots for a lot of tasks. OR I think people will use robots for a lot of tasks. BE CAREFUL! Use be going to (not will) when something that you see right now makes you almost certain an event is going to happen. Example: Look! That robot’s going to serve our coffee! Not: That robot’ll serve... – To talk about future plans or things you have already decided, use be going to or the present progressive. Example: I’m going to fly to Tokyo next week. OR I’m flying to Tokyo next week. USAGE NOTE: We often use the present progressive for plans that are already arranged. Example: I’m flying to Tokyo next week. I already have a ticket. – For quick decisions (made as you are speaking), or to make offers or promises, use will. Example: Quick Decision: A: The Robot Show is opening next week. B: Sounds interesting. I think I’ll go. Offer or Promise: A: I’d like to go too, but I don’t have a ride. B: I’ll drive you, but I’d like to leave by 7:00. A: No problem. I’ll be ready. – To talk about scheduled future events (timetables, programs, schedules), use the simple present. We often use verbs such as leave, start, end, and begin this way. Example: The airship leaves at 9:00 a.m. The conference starts tomorrow morning. – Use the future progressive with be going to or will to talk about actions that will be in progress at a specific time in the future. Example: At this time tomorrow, I’m going to be flying to Tokyo. OR At this time tomorrow, I’ll be flying to Tokyo.

Grammar Notes

USAGE NOTES: a. We often use the future progressive instead of the future to make a question about someone’s plans more polite. Example: When are you going to hand in your paper? (teacher to student) When will you be grading our tests? (student to teacher) b. People often use the future progressive to ask indirectly for a favor. This makes the request more polite. Example: Will you be going by the post office tomorrow? I need some stamps. – In sentences with a future time clause: a. Use the future or the future progressive in the main clause. MAIN CLAUSE

TIME CLAUSE

Example: I’ll call when the robot finishes the laundry. b. Use the simple present or the present progressive in the time clause. Example: I’ll be eating while he is dusting. BE CAREFUL! Do NOT use the future or the future progressive in the time clause. Example: I’ll be making lunch while the robot is cleaning. Not: I’ll be making lunch while the robot will-be-deaning. – Use the future perfect to show that something will happen before a specific time in the future. Example: I’ll have been in college for a year by then. We’ll have saved enough by then. – Use the future perfect progressive to show that an action will be in progress until a specific time in the future. It may continue after that specific time. The focus is on the continuation of the action, not the end result. Example: A: You’re buying a house in L. A. next month? Great! Can I visit in May? B: Sure. By then, we’ll have been living there for three months.

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106 Language of Business Communication Example: They moved to Atlanta in June 2008. So by next June, they’ll have been living there for three years. – Notice that the action may start sometime in the future or it may have already started. ! Remember: Non-action verbs are NOT usually used in the pro-gressive. Example: By May, he’ll have owned that car for five years. Not: By May, he’ll have been owning that car for five years. – Use the future perfect or the future perfect progressive with the simple present to show the relationship between two future events. – Use the future perfect or the future perfect progressive for the earlier event. Use the simple present for the later time prevent. Example: By the time you arrive, I will have finished dinner. (First I’ll finish dinner. Then you’ll arrive) Nor. By the time you wilt arrive, I will have finished dinner. When my daughter turns eight, we will have been living here for 10 years. (First we’ll live here 10 years, then my daughter will turn eight.) – We often use the future perfect and the future perfect progressive with by + time or event or by the time + time clause. We often use already and yet with the future perfect to emphasize which event will happen first. Example: By 2013, he’ll have saved $1,000. He won’t have saved $5,000 by the time he graduates. By 9:00, we’ll already have finished dinner. We won’t have washed the dishes yet. Negative Yes/No Questions and Tag Questions – Use negative yes /no questions and tag questions to: a. check information you believe is true b. comment on a situation. Example: – Doesn’t Anton live in Seoul? – Anton lives in Seoul, doesn’t he? (The speaker believes that Anton lives in Seoul.)

Grammar Notes

– Isn’t it a nice day? – It’s a nice day, isn’t it? (The speaker is commenting on the weather.) – Like affirmative yes/no questions, negative yes/no questions begin with a form of be or an auxiliary verb, such as have, do, will, can, or should. Example: Aren’t you Paul Logan? Haven’t I seen you on TV? Don’t you like the weather here? Won’t you be sorry to leave? Can’t you stay longer? Shouldn’t we think about moving? – We almost always use contractions in negative questions. BE CAREFUL! Use are (not am) in negative questions with / and a contraction. Example: Aren’t I right? Not: Am’fit I right? – Form tag questions with statement + tag. The statement expresses an assumption. The tag means Right? or Isn’t that true? Example: STATEMENT

TAG

You’re Paul Logan, aren’t you? (You’re Paul Logan, right?) You’re not from Cairo, are you? (You’re not from Cairo. Isn’t that true?) a. If the statement verb is affirmative, the tag verb is negative. Example: AFFIRMATIVE

NEGATIVE

You work on Thursdays, don’t you? b. If the statement verb is negative, the tag verb is affirmative.

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108 Language of Business Communication NEGATIVE

AFFIRMATIVE

You don’t work on Thursdays, do you? – Form the tag with a form of be or an auxiliary verb, such as have, do, will, can, or should. Use the same auxiliary that is in the statement. Example: It’s a nice day, isn’t it? There are good schools here, aren’t there? You’ve lived here a long time, haven’t you? You come from London, don’t you? – If the statement does not use be or an auxiliary verb, use an appropriate form of do in the tag. Example: You can drive, can’t you? Nor. You can drive, can you not? – We almost always use contractions in the tag. BE CAREFUL! In the tag, only use pronouns. When the subject of the statement is this or that, the subject of the tag is it. Example: – Tom works here, doesn’t he? Not: Tom works here, doesn’t :fbm? – That’s a good idea, isn’t it? Not: That’s a good idea, isn’t that? – Use tag questions in conversations when you expect the other person to agree with you. In this type of tag question, the voice falls on the tag. Example: A: It’s getting warmer, isn’t it? B: Uh-huh. Seems more like spring than winter. – Use this type of tag question to: a. check information you believe is correct. You expect the other person to answer (and agree). Example: A: It doesn’t snow here, does it? B: No, never. That’s why I love it.

Grammar Notes

b. comment on a situation. This type of tag question is more like a statement than a question. The other person can just nod or say uh-huh to show that he/ she is listening and agrees. Example: A: Beautiful day, isn’t it? B: Uh-huh. The weather here is great. – Tag questions can also be used when you want to check information. This type of tag question is more like a yes/no question. You want to confirm your information because you are not sure it is correct. Like a yes/no question, the voice rises on the tag, and you usually get an answer. Example: A: You’re not moving, are you? (Are you moving?) B: Yes. I’m returning to Berlin, or No. I’m staying here. USAGE NOTE: Even though you expect an answer, these questions for information are different from ves/no questions. a. In yes /no questions, you have no idea of the answer. Example: Do you live in Vancouver? (I don’t know if you live in Vancouver). b. In tag questions, you have an opinion that you want to check. Example: You live in Vancouver, don’t you? (I think you live in Vancouver, but I’m not sure.) – Answer negative yes/no questions and tag questions the same way you answer affirmative yes/no questions. The answer is yes if the information is correct and no if the information is not correct. Example: A: Don’t you work in Vancouver? B: Yes, I do. I’ve worked there for years, or That’s right. A: You work in Vancouver, don’t you? B: No, I don’t. I work in Montreal. Additions and Responses: So, Too, Neither, Not either, and But – Additions are clauses or short sentences that follow a statement. They express similarity or difference with the information in the statement. We use additions to avoid repeating information.

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110 Language of Business Communication Example: Similarity: Bill bites his fingernails, and so does Ed. (Bill bites his fingernails. Ed bites his fingernails.) Difference: Ana lived in the city, but Eva didn’t. (Ana lived in the city. Eva didn’t live there.) – Use so, too, neither, or not either to express similarity. Additions of similarity can be clauses starting with and. Example: CLAUSE

Mark is a firefighter, and so is Gerald, or Mark is a firefighter, and Gerald is foo. (Mark is a firefighter. Gerald is a firefighter.) – Additions of similarity can also be separate sentences. Example: SENTENCE

Mark isn’t married. Neither is Gerald, or Mark isn’t married. Gerald isn’t either. (Mark isn’t married. Gerald isn’t married.) a. Use so or too if the addition follows an affirmative statement. Example: AFFIRMATIVE

STATEMENT

Mark is a firefighter, and so is Gerald. Mark is a firefighter, and Gerald is too. BE CAREFUL! Notice the word order after so and neither.The verb comes before the subject. Example: NEGATIVE

STATEMENT

So is Gerald. Not: So Gerald is. Neither did Gerald. Not: Neither Gerald did. – Use but in additions that show difference. a. If the statement is affirmative, the addition is negative. Example: AFFIRMATIVE

NEGATIVE

Ana has a birthmark, but Eva doesn’t. Ana lived in Mexico, but Eva didn’t. b. If the statement is negative, the addition is affirmative.

Grammar Notes

Example: NEGATIVE

AFFIRMATIVE

Ana doesn’t like to read, but Eva does. Ana didn’t speak English, but Eva did. – Additions always use a form of be, an auxiliary verb, or a modal. a. If the statement uses be, use be in the addition. Example: I’m a twin, and so is my cousin. b. If the statement uses an auxiliary verb (be, have, do, or will), or a modal (can, could, should, would) use the same auxiliary verb or modal in the addition. Example: Jim Lewis had worked in a gas station, and so had Jim Springer. I can’t drive, and neither can my twin. c. If the statement doesn’t use be or an auxiliary verb, use an appropriate form of do in the addition. Example: Bill bought a Chevrolet, and so did Ed. Bill owns a dog, and so does Ed. BE CAREFUL! The verb in the addition agrees with the subject of the addition. Example: They’ve learned Spanish, and so has she. Not: They’ve learned Spanish, and so have she. – In conversation, you can use short responses with so, too, neither, not either, and but. a. Use so, too, neither, and not either to express agreement with another speaker. Example: A: I like sports. B: So do I. or I do too. A: I don’t like sports. B: Neither do I. or I don’t either. USAGE NOTE: In informal speech, people say Me too to express agreement with an affirmative statement and Me neither to express agreement with a negative statement. Example: A: I think twin studies are fascinating. B: Me too. A: I’ve never heard of the Jim twins. B: Me neither.

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112 Language of Business Communication b. Use but to express disagreement with another speaker. You can often leave out but. GERUNDS AND INFINITIVES – A gerund (base form + -ing) is a verb used as a HI noun. We often use a gerund as the subject of a sentence. Example: Cooking is a lot of fun. ! Remember: A gerund can have a negative form (not + base form + -ing), and it is always singular (gerund + third-person singular form of verb). Example: Not exercising leads to health problems. – A gerund is often part of a phrase. When a gerund phrase is the subject of a sentence, make sure the following verb is in the singular. Example: Eating too many fries is unhealthy. Not: Eating too many fries ate unhealthy. Not caring about calories is a mistake. – A gerund often follows certain verbs as the object of the verb. Example: I dislike eating fast food every day. Julio considered not eating fast foods. – You can use a possessive (Anne’s, the boy’s, my, your, his, her, its, our, their) before a gerund. Example: I dislike Julio’s eating fast foods. I dislike his eating fast foods. USAGE NOTE: In informal spoken English, many people use nouns or object pronouns instead of possessives before a gerund. Example: I dislike Julio eating fast foods. I dislike him eating fast foods. – Some verbs can be followed by an infinitive (to + base form). These verbs fall into three groups: verb + infinitive They hope to open a new McDonald’s. She chose not to give up meat. verb + object + infinitive I urge you to try that new. restaurant.

Grammar Notes

She convinced him not to order fries. verb + infinitive I want to try that new restaurant. OR verb + object + infinitive I want her to try it too. – Some verbs can be followed by either a gerund or an infinitive. The meanings are the same. Example: I started bringing my own lunch, or I started to bring my own lunch. BE CAREFUL! A few verbs (for example, stop, remember, and forget) can be followed by either a gerund or an infinitive, but the meanings are very different. Example: She stopped eating pizza. (She doesn’t eat pizza anymore.) She stopped to eat pizza. (She stopped another activity in order to eat pizza.) He remembered meeting her. (He remembered that he had already met her in the past.) He remembered to meet her. (First he arranged a meeting with her. Then he remembered to go to the meeting.) I never forgot eating lunch at McDonald’s. (I ate lunch at McDonald’s, and I didn’t forget the experience.) I never forgot to eat lunch. (I always ate lunch.) – A gerund is the only verb form that can follow a preposition. Example: I read an article about counting calories. – There are many common verb + preposition and adjective + preposition combinations that must be followed by a gerund and not an infinitive. Example: I don’t approve of eating fast food. We’re very interested in trying different types of food.

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BE CAREFUL! To can be part of an infinitive or it can be a preposition. Example: We look forward to having dinner with you. Not: We look forward to have dinner with you. – An infinitive often follows: a. an adjective Many of these adjectives express feelings or attitudes about the action in the infinitive. Example: They were eager to try the new taco. She was glad to hear that it was low in calories. We’re ready to have something different. It’s too soon to eat. The restaurant is here to stay. b. an adverb Example: It’s too soon to eat. The restaurant is here to stay. c. certain nouns Example: It’s time to take a break. I have the right to eat what I want. They made a decision to lose weight. It’s a high price to pay. He has permission to stay out late. – Use an infinitive to explain the purpose of an action. Example: Doug eats fast food to save time. To make general statements you can use: gerund as subject • Cooking is fun. OR OR It + infinitive Its fun to cook.

Grammar Notes

MAKE, HAVE, LET, HELP, AND GET – Use make, have, and get to talk about things that someone causes another person (or an animal) to do. These verbs show how much choice the other person or animal has about doing the action. Example: LESS CHOICE The trainer made the elephant do tricks for the audience. a. make + object + base form of the verb means to force a person or animal to do something. There is no choice. Example: On one TV show, pet owners have their pets perform tricks. b. have + object + base form of the verb often means to cause a person or animal to do a task. There is some choice. Example: Jan got her parents to take her to the zoo for a school assignment. c. get+object + infinitive often means to persuade a person or animal to do something by giving rewards or reasons. There is a choice. MORE CHOKE Example: Not: Jan got her parents take her... BE CAREFUL! Get is always followed by object + infinitive, NOT base form of the verb. Example: The monkeys always make me laugh. (They have this effect on me.) – Let + object + base form of the verb means to allow a person or animal to do something. Example: Our teacher let us leave early after the test. Some zoos let animals interact with humans. – Help means to make something easier for a person or an animal. Help can be followed by: object + base form of the verb or object + infinitive The meaning is the same. Example: She helped me do the homework, or She helped me to do the homework. (She made it easier for me to do the homework.)

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116 Language of Business Communication Phrasal Verbs – A phrasal verb has a special meaning, often very different from the meanings of its parts. Example: VERB + PARTICLE Let’s figure out this problem now. VERB + PAKTICIE

Ho called in a consultant. Phrasal Verb call in figure out find out look into pick up VERB + PREPOSITION

Example: He looked into the room.(He was outside the room and looked in.) MEANING

hire understand discover research improve verb+mining

Example: He looked into the problem. (He researched the problem.) Let’s call in an expert to help. We had to figure out the problem. Did you find out what was wrong? We looked into feng shui. Business has picked up. USAGE NOTE: Phrasal verbs are more informal than one-word verbs with similar meaning. They are very common in everyday speech. You have to learn the meaning of phrasal verbs to understand spoken English. Example: We’re putting up signs for our business. (We’re erecting signs for our business.)

Grammar Notes

BE CAREFUL! Do NOT separate an intransitive phrasal verb. Not: Sit ever there down. Phrasal Verbs: Separable and Inseparable As you learned, phrasal verbs have two parts: a verb and a particle. verb + particle = phrasal verb VERB + PARTICLE

Example: I got off the phone quickly. – Particles look like prepositions, but they act differently. VERB + PREPOSITION

Example: I looked up and saw a large bird. (I looked toward the sky.) – Particles often change the meaning of the verb, but prepositions do not. VERB + PARTICLE

Example: I looked up his number online. (I tried to find his number.} – Many phrasal verbs are transitive: they take an object. And most transitive phrasal verbs are separable. This means that noun objects can go after the particle or between the verb and the particle. VERB + PARTICLE + OBJECT VERB + OBJECT + PARTICLE

Example: I just took off my coat, or I just took my coat off. BE CAREFUL! If the direct object is a pronoun, it must go between the verb and the particle. Example: I wrote it down. Not: I wrote down it. USAGE NOTE: When the noun object is part of a long phrase, we usually do not separate the verb and particle of a phrasal verb. Example: I filled out the form from the Do Not Call service. Not: I filled the form-from the Do Not Call service out. A small group of transitive phrasal verbs must be separated. Phrasal Verb Meaning keep something on not remove

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118 Language of Business Communication ask someone over invite to one’s home Example: Keep your coat on. Not: Keep on your coat. Ask Ian over. Not: Ask over Ian. – Some transitive phrasal verbs are inseparable. This means that both noun and pronoun objects always go after the particle. You cannot separate the verb from its particle. Example: I ran into Karim at work. Not: I ran Karim into at work. I ran into him at work. Not: I ran him into. ! Remember: Some phrasal verbs are intransitive: They do not take an object. Example: He’s been away and just got back. They don’t give up. They keep calling. – Some transitive phrasal verbs are used in combination with prepositions such as of, to, with, at, and for. – A phrasal verb + preposition combination (also called a threeword verb) is usually inseparable. PHRASAL VERB

come up drop out keep up



MEANING

with something invent of something quit with something/someone go as fast as

Example: She came up with a way to stop junk mail. I dropped out of school and got a job. He couldn’t keep up with his email. There was too much to read. Adjective Clauses with Subject Relative Pronouns – Use adjective clauses to identify or give additional information about nouns (people, places, or things). Example: I have a friend who avoids parties.(The clause who avoids parties identifies the friend.) She lives in Miami, which is my hometown. (The clause which is my hometown gives additional information about Miami.)

Grammar Notes

– Adjective clauses can also identify or describe indefinite pronouns such as one, someone, somebody, something, another, and other(s). Example: I’d like to meet someone who is outgoing. – You can think of sentences with adjective clauses as a combination of two sentences. Example: Lea calls often. + She lives in Rome. =Lea, who lives in Rome, calls often. – Notice that the adjective clause: directly follows the noun or pronoun it is identifying or describing comes after the main clause or inside the main clause Example: She has a son. + His name is Max. =She has a son whose name is Max. – Adjective clauses begin with relative pronouns. Relative pronouns that can be the subject of the clause are who, that, which, and whose. a. Use who or that for people. SUBJECT

Example: I have a friend who lives in Mexico, that lives in Mexico.

SUBJECT

or

I have a friend

b. Use which or that for places or things. SUBJECT

SUBJECT

Example: The book which I bought is about friends, or The book that I bought is about friends. USAGE NOTE: In conversation, we use that more often than who and which. It’s less formal. SUBJECT

Example: She’s the neighbor whose house is for sale. c. Use whose + noun to show possession or relationship. BE CAREFUL! Do NOT use a subject pronoun (I, you, he, she, it, we, they) and a subject relative pronoun in the same adjective clause. Example: Scott is someone who avoids parties. Not: Scott is someone who he avoids parties.

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120 Language of Business Communication – Relative pronouns always have the same form. They do not change for singular and plural nouns or pronouns, or for males and females. Example: That’s the person that gives great parties. Those are the people that give great parties. That’s the man who gives great parties. That’s the woman who gives great parties. – The verb in the adjective clause is singular if the subject relative pronoun refers to a singular noun or pronoun. It is plural if it refers to a plural noun or pronoun. Example: Ben is my friend who lives in Boston. At and Ed are my friends who live in Boston. BE CAREFUL! When whose + noun is the subject of an adjective clause, the verb agrees with the subject of the adjective clause. Example: Ed is a man whose friends are like family. Not: Ed is a man whose friends is like family. – There are two kinds of adjective clauses, identifying and non identifying: a. An identifying adjective clause is necessary to identify the noun it refers to. Example: I have a lot of good friends. My friend who lives in Chicago visits me often. (The adjective clause is necessary to identify which friend.) b. A nonidentifying adjective clause gives additional information about the noun it refers to. It is NOT necessary to identify the noun. The noun is often already identified with an adjective such as first, last, best, or most, or is the name of a person or place. Example: I have a lot of good friends. My best friend, who lives in Chicago, visits me often. (The friend has already been identified as the speaker’s best friend. The adjective clause gives additional information, but it isn’t needed to identify the friend.) BE CAREFUL! Do NOT use that to introduce nonidentifying adjective clauses. Use who for people and which for places and things. Example: Marielle, who introduced us at the party, called me last night. Not: Marielle, that introduced us at the party, called me last night.

Grammar Notes

Miami, which reminds me of home, is my favorite vacation spot. Not: Miami, that reminds me of home, is my favorite vacation spot. – In writing, use commas to separate a nonidentifying adjective clause from the rest of the sentence. – In speaking, use short pauses to separate the nonidentifying adjective clause. NONIDENTIFYING ADJECTIVE CLAUSE

Example: My sister, who lives in Seattle is an introvert. NONIDENTIFYING ABJECTIVE CLAUSE

My sister (pause) who lives in Seattle (pause) is an introvert. (I have only one sister. She’s an introvert.) – Without commas or pauses, an adjective clause has a very different meaning. IDENTIFYING ADJECTIVE CLAUSE

Example: My sister who lives in Seattle is an introvert. (I have several sisters. This one is an introvert). Adjective Clauses with Object Relative Pronouns or When and Where – You learned about adjective clauses in which the relative pronoun was the subject of the clause. sub. sub. Example: Eva is a writer. + She was born in Poland. = Eva, who was born in Poland, is a writer. – A relative pronoun can also be the object of an adjective clause. obj. obj. Example: Eva is a writer. + / saw her on TV. = Eva, who I saw on TV, is a writer. Notice that: a. relative pronouns (subject or object) come at the beginning of the adjective clause.

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122 Language of Business Communication sub. obj. Example: Ben, who lives in California, is a journalist. Ben, who we just met, reports on music. b. relative pronouns (subject or object) always have the same form. They do not change for singular and plural nouns, or for males and females. Example: That’s the man who I met. That’s the woman who I met. Those are the people who I met. c. the object relative pronoun is followed by the subject and verb of the adjective clause. The verb in the adjective clause is singular if the subject of the clause is singular. It is plural if the subject of the clause is plural. sub.verb Example: I like the columns which he writes. I like the column which they write. BE CAREFUL! Do NOT use an object pronoun (me, you, him, her, it, us, them) and an object relative pronoun in the same adjective clause. Example: She is the writer who I saw on TV. Not: She is the writer who I saw her on TV. ! Remember: There are two kinds of adjective clauses, identifying and nonidentifying. Identifying: Example: I read a lot of books. The book which I just finished was very moving. (The adjective clause is necessary to identify which book I mean.) – In writing, use commas to separate a nonidentifying adjective clause from the rest of the sentence. In speaking, use short pauses to separate the nonidentifying adjective clause. Nonidentifying: Example: I read a lot of books. This book, which I just finished, was very moving. (I’m pointing to the book, so the adjective

Grammar Notes

clause isn’t necessary to identify it. The clause gives additional information.) – You can often leave out an object relative pronoun in an identifying adjective clause. Example: The book which I just finished is great, OR The book I just finished is great. – But do NOT leave out the object relative pronoun in a nonidentifying adjective clause. Example: Not: The book, I just finished, is great. – Relative pronouns that can be the object of the adjective clause are who(m), that, which, and whose. Formality

Example: She’s the writer whom I met.

>

More

– Use whom, who, or that for people. You can also leave out the relative pronoun. OR Example: She’s the writer who I met. USAGE NOTE: Whom is very formal. Most people do not use whom in everyday speech. a. That is less formal than who. In everyday speech, most people use no relative pronoun. OR LESS Example: She’s the writer that I met. OR MORE She’s the writer I met. b. Use which or that for things. You can also leave out the relative pronoun. Example: I read a book which she wrote. OR I read a book that she wrote. OR I read a book that she wrote.

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USAGE NOTE: That is less formal than which. In everyday speech, most people use no relative pronoun. c. Use whose + noun to show possession or relationship. You cannot leave out whose. Example: That’s the author whose book I read. Not: That’s the author book I read. ! Remember: Don’t leave out relative pronouns in nonidentifying adjective clauses. Example: She remembers Marek, who she visited often. Not: She remembers Marek, she visited often. – The relative pronouns who(m), that, which, and whose can be the object of a preposition. Example: He’s the writer I work for. He’s the writer for whom I work. OR He’s the writer whom I work for. OR He’s the writer who I work for. OR He’s the writer that I work for. OR He’s the writer I work for. – You can leave out who(m), that, and which, but not whose. Example: He’s the writer. +I work for his wife. = USAGE NOTES: a. In formal English, we put the preposition at the beginning of the clause. When the preposition is at the beginning, we use only whom (not who or that) for people, and which (not that) for things. Example: He’s the writer for whom I work. That’s the book about which he spoke. b. In everyday spoken English and in informal writing, we put the preposition at the end of the clause. Example: He’s the writer who I work for. That’s the book that he spoke about. When and where can also begin adjective clauses. Example: That’s the library where she works. c. Use where for a place. Example: I remember the day when I met him. OR I remember the day that I met him.

Grammar Notes

Modals and Similar Expressions – Modals are auxiliary («helping») verbs. Use modals and similar expressions to express: a. social functions such as describing ability, giving advice, and expressing necessity. Example:We can learn to use it. (ability) She should join Facebook. (advice) You must respond to him. (necessity) b. logical possibilities such as coming to conclusions and talking about future possibility Example:It could be the best site, (conclusion) I might join, (future possibility) ! Remember: Modals have only one form. They do not have -s in the third person singular. Always use modal + base form of the verb. Example: She might post photos. Not: She mights post photos. Not: She might to post photos. – Use the following modals for ability: a. can or be able to for present ability (can is much more common) Example: She can speak French. We aren’t able to view his site. b. could or was / were able to for past ability Example: Before she took lessons, she could speak French, but she wasn’t able to speak English. c. can, will be able to, or be going to be able to for future ability Example: She can register for class soon. She’ll be able to register for class soon. She’s going to be able to attend class soon. ! Remember: Use the correct form of be able to for all other verb forms. Example: Since her lessons, she has been able to chat online in English. Use the following modals for advice: a. should and ought to (should is much more common) Example: You should watch Survivor tonight. Terri ought to watch it too.

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126 Language of Business Communication b. had better for urgent advice – when you believe that something bad will happen if the person does not follow the advice. Example: You’d better stop watching so much TV or your grades will suffer. c. should to ask for advice Example: I have to get an email address to join. (email message to a friend) USAGE NOTE: We often use have got to to express strong feelings. b. must (in writing, such as forms, signs, manuals) Example: You must be at least 13 years old to join. (instructions for joining a networking site) Students must post their homework assignments by next Friday. (teacher to students on an online course site) USAGE NOTE: When we use must in spoken English, the speaker is usually: a. in a position of power Example: You must go to bed right now, Tommy! (mother talking to her young son) b. expressing urgent necessity Example:You must see a doctor about that cough. c. must not or can’t for prohibition Example: Students must not leave before the test ends. (written instructions on a test form) USAGE NOTE: We often use can’t for prohibition in spoken English. Example: You can’t leave yet, Jeff. The test isn’t over. (teacher speaking to a student) BE CAREFUL! The meanings of must not and don’t have to are very different. – Use must not to express prohibition. Example: They must not stay up past 10:00. (They are not allowed to stay up past 10:00).

Grammar Notes

– Use don’t have to to say that something is not necessary. Example: They don’t have to stay up past 10:00. – Use have to, have got to, and must for the present or future. Use the correct form of have to for all other verb forms. Example: Bob had to get an email address to join. (simple past) He has had to change his password twice. (present perfect) – Use the following modals and similar expressions for conclusions («best guesses»). They show how certain we are about our conclusions. VERY

CERTAIN

Affirmative must have (got) to may

Negative can’t, couldn’t must not may not

– Use: a. must, have to, and have got to when you are very certain that something is true Example: That must be Blaire in that photo. It looks just like her. It has to be her. She used the same photo on her Facebook profile. b. may, might, and could when you are less certain Example: She may want her picture on Bob’s page. They could be friends. c. can’t and couldn’t when you are almost 100% certain that something is impossible Example: Vince can’t be a member of the Survivor fan group. He doesn’t watch TV. It couldn’t be that hard to do social networking. Millions of people do it. d. must not when you are slightly less certain Example: He must not belong to MySpace. I couldn’t find his name. e. may not and might not when you are even less certain Example: He may not use his real name. A lot of people don’t.

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128 Language of Business Communication – For questions about conclusions, use can, could, or expressions such as Do you think...? or Is it possible that... ? In answers, you can use must (not), have (got) to, may (not), might (not), could(n’t), and can’t. Example: A: Could Magda’s students be online now? B: No, they can’t be. The lab is closed. A: Do you think she knows how to set up an online study group? B: She must. She set up a group for her class. – Use the following modals for future possibility: a. may, might, and could to express the possibility that something will happen (The three modals have very similar meanings.) Example: Terry may get online later. I’m not sure. He might go to the library tonight. b. may not and might not to express the possibility that something will not happen Example: I may not join Facebook. It might not be a good site for me. BE CAREFUL! Couldn’t means that something is impossible. Example: Terry couldn’t go to the library tonight. It’s closed on Sunday. – We usually do not begin questions about possibility with may, might, or could. Instead we use will or be going to and phrases such as Do you think...? or Is it possible that...? However, we often use may, might, or could in short answers to these questions. Example: A: Will Josh join our Facebook study group? B: He might not. He’s very involved with his job right now. A: Do you think it’ll help us pass chemistry? B: It could. People say study groups help. Advisability in the Past – Use the modals should have, ought to have, could have, and might have to talk about past advisability.

Grammar Notes

Example:I should’ve applied to college. (I didn’t apply, and now I’m sorry.) a. These past modals often express regret about something that happened, especially when use them with I or we. Example: We could’ve gone to a much better school. (We didn’t go to a better school. Now we regret our choice.) b. These past modals often express blame or criticism about something that happened, especially when we use them with you, she, he, or they. Example: You shouldn’t have sent that letter. It hurt her. (You sent the letter. That was wrong.) They could have called us. We waited for hours. (They didn’t call. That was inconsiderate.) USAGE NOTE: We use should have, ought to have, and could have for regret or blame. Might have (with you, she, he, or they) usually expresses blame. Example: I ought to have studied more. (I didn’t study. I regret it.) – In affirmative statements, use should have, ought to have, could have, and might have. Should have is the most common form. Example: He might’ve told me. I needed to know. (He didn’t tell me. That was wrong.) – In negative statements, use shouldn’t have and ought not to have. Shouldn’t have is more common. Do NOT use couldn’t have or might not have for past advisability. Example: He shouldn’t have missed the exam. He ought not to have left so late. Not: He could’nt have left so late. That was a mistake. – In questions (both yes/no and wh- questions), use should have. Notice that short answers include modal + have. Example: A: Should he have called the teacher? B: Yes, he should’ve. Not: Yes, he should. A: When should he have called? B: Before the test started.

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130 Language of Business Communication – We use the contractions should’ve, could’ve, a might’ve in speech, emails, and informal notes. Example: I should’ve answered sooner. (informal note) – We sometimes use»shoulda»»coulda,»»mighta,» and «oughta» in very informal notes, emails, and text messages. Example: I shoulda answered sooner, (email to friend) BE CAREFUL! Do NOT use these forms in formal writing. Example: I should have answered sooner, (business letter) – Use may have, might have, and could have to talk about past possibilities. These speculations about past situations are usually based on only a few facts. Example: Fact: Archeologists found many pictures of creatures with wings. Speculations: Space beings may have visited that civilization. The pictures might have marked a landing strip for a spacecraft. The pictures could have shown mythological creatures. – Use must have and had to have when you are almost certain about your conclusions. Example: Fact: The Easter Island statues are made of stone. Conclusions: The islanders must have had very sharp tools. They had to have been skilled stoneworkers. – In negative conclusions, do NOT use didn’t have to have. Use must not have instead. Example: The stones must not have been easy to move. Not: The stones didn’t have to have been... – Couldn’t have often expresses a feeling of disbelief or impossibility. Example: He couldn’t have believed space visitors helped them! It doesn’t make any sense.

Grammar Notes

– Questions about past possibility usually use could have. They do not usually use may have or might have. Example: Could the Nazcans have drawn those lines? Not Common: Might the Nazcans have drawn ... ? – In short answers to questions about past possibility use: a. been when the questions include a form of be Example: A: Was Mexta Xesspe surprised when he saw the Nazca lines? B: He must have been. No one knew about them at that time. b. modal + have when the questions do NOT include forms of be Example: A: Did archeologists measure the drawings? B: They must have. They studied them. – We sometimes use «coulda» in very informal notes, emails, and text messages. Example: I think you coulda been right about my research topic, (informalemail) BE CAREFUL! Do NOT use «coulda» in formal writing. Not: Dear Professor Johnson, I think you coulda been right... (formalnote) Active and passive sentences – Active and passive sentences often have similar meanings, but a different focus. a. Active sentences focus on the agent (the person or thing doing the action). Example: Active: Millions of people read the magazine. (The focus is on people.) b. Passive sentences focus on the object (the person or thing receiving the action). Example: Passive: The magazine is read by millions of people. (The focus is on the magazine.)

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132 Language of Business Communication – Form the passive with a form of: past participle. Example: It is printed in more than 30 languages. It was first published in 1888. It has been sold all over the world. BE CAREFUL! Only transitive verbs (verbs that have objects) have passive forms. TRANSITIVE VERB + OBJECT

Example: «Ed Bly wrote that article. That article was written by Ed Bly. (passive form) – Intransitive verbs do NOT have passive forms. INTRANSITIVE VERB

Example: It seemed interesting. Not: It was seemed interesting. (no passive form) – Use the passive in the following situations: a. When the agent (the person or thing doing the action) is unknown or not important. Example: The magazine was started in 1888. (I don’t know who started it.) The magazine is sold at newsstands. (It is not important who sells it.) – When you want to avoid mentioning the agent. Example: Some mistakes were made in that article. (I know who made the mistakes, but I don’t want to blame the person.) – Use the passive with by if you mention the agent. Only mention the agent when it is important to know who it is. Example: The photographs in this article are wonderful. They were taken by a famous photographer. One of the first cameras was invented by Alexander Wolcott. BE CAREFUL! In most cases, you do NOT need to mention an agent in passive sentences. Example: Ed Bly took a really great photo. It was taken last February, but it won’t appear until May. Not: It was taken last February by him...

Grammar Notes

– After a modal, form the passive with: be + past participle. Example: The labs will be used for experiments. The crew won’t be replaced this month. Crew members must be trained very carefully. Decisions shouldn’t be made too quickly. – Use will or be going to with the passive for the future. Example: The ISS will be used for several years. OR The ISS is going to be used for several years. – Use can with the passive for present ability. Use could with the passive for past ability. Example: The space station can be seen from Earth. It could be seen very clearly last year too. – Use could, may, might, and can’t with the passive for future possibility or impossibility. Example: The equipment could be repaired very soon. Some an-xiety may be experienced on takeoff. New discoveries might be made. – Use should, ought to, had better, must, and have (got) to with the passive for: a. advisability Example: The crew should be told to leave now. They ought to be given training. Privacy had better be taken seriously. b. necessity Example: Everyone must be treated with respect. Technical language has (got) to be learned. The Passive Causative – P’Form the passive causative with the appropriate form of have or get+object + past participle. Have and get have the same meaning. Example: I have my hair cut by Andre. OR I get my hair cut by Marat.

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– You can use the passive causative with: verb tenses modals gerunds infinitives Example: I used to color my own hair, but I’ve started to have it colored. Marat is going to get his hair salon remodeled by a local architect. BE CAREFUL! Do NOT confuse the passive causative with had with the past perfect. Example: Passive Causative with had: I had it colored last week. (Someone did it for me.) Past Perfect: ■ I had colored it before. (I did it myself.) – Use by when it is necessary to mention the agent (the person doing the service). Do NOT use by when it is clear who is doing the service. Example: This week Lynne is getting her hair done by a new stylist. Not: Where does Lynne get her hair done by a hair stylist? Present Real Conditionals – Use present real conditional sentences for general truths. IF CLAUSE

RESULT CLAUSE

Example: If it’s a holiday, the store is closed. – The if clause talks about the condition, and the result clause talks about what happens if the condition occurs. PRESENT

PRESENT

Example: If you use a credit card, it’s faster. – Use the simple present in both clauses. Example: Even if it’s a holiday, this store stays open. USAGE NOTE: We often use even if when the result is surprising. – You can also use real conditional sentences for habits and things that happen again and again.

Grammar Notes

Example: If Bill shops online, he uses a credit card. – Use the simple present or present progressive in the lYclause. Use the simple present in the result clause. PRESENT

PRESENT

Example: If I surf the Web, I use Google. PRESENT PROGRESSIVE

PRESENT

If I’m surfing the Web, I use Google. – You can use modals (can, should, might, must...) in the result clause. Example: If you don’t like the product, you can return it. If you have children, you shouldn’t let them shop online. USAGE NOTE: We sometimes use then to emphasize the result in real conditional sentences with modals. Example: If you don’t like the product, then you can return it. If you have children, then you shouldn’t let them shop online. – Use the imperative in the result clause to give instructions, commands, and invitations that depend on a certain condition. IMPERATIVE

Example: If you change your mind, call the company. If a site isn’t secure, don’t enter your credit card information. USAGE NOTE: We sometimes use then to emphasize the result in real conditional sentences with imperatives. Example: If you change your mind, then call the company. If a site isn’t secure, then don’t enter your credit card information. – You can begin conditional sentences with the if clause or the result clause. The meaning is the same. Example: If I shop online, I save time. OR I save time if I shop online. BE CAREFUL! Use a comma between the two clauses only when the if clause comes first. Not: I save time, if I shop online. – A conditional sentence does not always have if. You can often use when instead of if.

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136 Language of Business Communication Example: When Bill shops online, he uses a credit card. I use Google when I’m surfing the Web. – Notice that both clauses can use the present progressive to describe actions that happen at the same time. Example: When stores are opening in Los Angeles, they are closing in Johannesburg. Future Real Conditionals – Use future real conditional sentences to talk about what will happen under certain condition. The if clause gives the condition. The result clause gives the probable or certain result. If CLAUSE

RESULT CLAUSE

Example: If I use this pen, I’ll pass the test. (It’s a real possibility that I will use this pen.) – Use the simple present In the If clause. Use the future with will or be going to in the result clause. SIMPLE PRESENT

FUTURE

Example: If you feel lucky, you’ll expect good things. If you feel unlucky, you’re going to expect bad things to happen. BE CAREFUL! Even though the if clause refers to the future, use the simple present. Example: If she gets an A on her test, she will stop worrying. Not: If she will get an A on her test, she will stop worrying. – You can also use modals (can, should, might, must...) in the result clause. Example: If she studies hard, she might get an A. If she has questions, she should ask her teacher. USAGE NOTE: We sometimes use then to emphasize the result in future real conditionals with modals or will. Example: If she studies hard, then she might get an A. If she studies hard, then she’ll get an A.

Grammar Notes

– You can begin conditional sentences with the if clause or the result clause. The meaning is the same. Example: If she uses that pen, she’ll feel lucky. OR She’ll feel lucky if she uses that pen. BE CAREFUL! Use a comma between the two clauses only when the If clause comes first. – You can use if and unless in conditional sentences, but their meanings are very different. Example: If he studies, he will pass the test. – Use unless to state a negative condition. Example: Unless he studies, he will fail the test. (If he doesn’t study, he will fail the test.) – Unless often means if... not. Example: Unless you’re superstitious, you won’t be afraid of black cats. OR if you aren’t superstitious, you won’t be afraid of black cats. – Use present and future unreal conditional HA sentences to talk about unreal conditions and their results. A condition and its result may be untrue, imagined, or impossible. – The if clause gives the unreal condition, and the result clause gives the unreal result of that condition. IF CLAUSE

RESULT CLAUSE

Example: If I had more time, I would read fairy tales. (But I don’t have time, so I don’t read fairy tales.) – The sentence can be about: a. the present IF CLAUSE

RESULT CLAUSE

Example: If I lived in a palace now, I would give parties. (I don’t live in a palace. I don’t give parties.) b. the future

IF CLAUSE

RESULT CLAUSE

Example: If I moved next month, I would buy a car. (I won’t move. I won’t buy a car.)

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138 Language of Business Communication Present and Future Unreal Conditionals – Use the simple past in the if clause. – Use would + base form in the result clause. SIMPLE PAST

WOULD + BASE FORM

Example: If he had a nice house, he wouldn’t move. BE CAREFUL! The if clause uses the simple past, but the meaning is NOT past. Example: If I had more money now, I would take a trip around the world. – Do NOT use would in the if clause. Example: If she knew the answer, she would tell you. Not: If she would know the answer... – Use were for all subjects when the verb in the if clause is a form of be. Example: If she were prime minister, she would deal with this problem. Not: If she was prime minister... USAGE NOTE: Some people use was with I, he, she, and it. However, this is usually considered incorrect, especially in formal or written English. You can also use might or could in the result clause, but the meaning is different from would. Example: If they took a trip, they might go to Japan. Not: If they took a trip, they may go to Japan. If they took a trip, they could go to Japan. – Use would if the result is certain. Do NOT use will in unreal conditional sentences. Example: They love to travel. If they had time, they would take a trip next summer. Not: If they had time, they will take a trip... – You can also use could in the result clause to express ability. Example: You don’t know Japanese. If you knew Japanese, you could translate this article for them.

Grammar Notes

– You can begin conditional sentences with the if clause or the result clause. The meaning is the same. Example: If I had more money, I would move. OR I would move if I had more money. BE CAREFUL! Use a comma between the two clauses only when the if clause comes first. Example: If I were you, I wouldn’t ask for anything else. – Use wish + simple past to talk about things that you want to be true now, but that are not true. Example: I wish I lived in a castle. (I don’t live in a castle now, but I want to.) BE CAREFUL! – Use were instead of was after wish. Example: I wish I were a child again. Not: I wish I was a child again. – Use could or would after wish. Do NOT use can or will. Example: I wish I could buy a car. Not: I wish I can buy a car. I wish she would call tomorrow. Not: I wish she will call tomorrow. Past Unreal Conditionals – Use past unreal conditional sentences to talk about past unreal conditions and their results. A condition and its result may be untrue, imagined, or impossible. The if clause gives the unreal condition, and the result clause gives the unreal result of that condition. IF CLAUSE

RESULT CLAUSE

Example: If he had missed the train, he would have been late. (But he didn’t miss the train, so he wasn’t late). If he hadn’t taken that job, he wouldn’t have met his wife. (But he took the job, so he met his wife.) – Use the past perfect in the if clause. Use would have + past participle in the result clause.

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140 Language of Business Communication PAST PERFECT

WOUID HAVE

+

PAST PARTICIPLE

Example: If it had won an award, it would have become a famous movie. USAGE NOTE: Sometimes speakers use would have in the if clause. However, this is often considered incorrect, especially in formal or written English. Example: If I had owned a DVD player, I would have watched the movie. Not: If I would have … – You can also use might have or could have in the result clause, but the meaning is different from would have. – Use would have if the result is certain. Do NOT use will in unreal conditional sentences. Example: If Talgat had gone to college, he would have studied hard. Not: ... he will have studied hard. – Do NOT use will in unreal conditional sentences. Example: Not: ... he will have studied hard. – Use might have or could have if the result is not certain. Do NOT use may or can. Example: If Talgat had gone to college, he might have become a history teacher. Not: ... he may have become... If Talgat had gone to college, he could have become a history teacher. Not: ... he can have become... – You can also use could have in the result clause to express ability. Example: If Talgat had become a history teacher, he could have taught here. – You can begin conditional sentences with the if clause or the result clause. The meaning is the same. Example: If he had won a million dollars, he would have traveled around the world, or He would have traveled around the world if he had won a million dollars.

Grammar Notes

BE CAREFUL! Use a comma between the two clauses only when the if clause comes first. – Past unreal conditionals are often used to express regret about what really happened in the past. Example: If I had been free, I would have gone to the movies with you. (I regret that I didn’t go to the movies.) – Use wish + past perfect to express regret or sadness about things in the past that you wanted to happen but didn’t. Example: Talgat wishes he had studied history. (He didn’t study history, and now he thinks that was a mistake.) Direct and Indirect Speech – Direct speech states the exact words that a speaker used. Example: The check is in the mail,» he said. «I like that tie,» she told him. – In writing, put quotation marks before and after the speech you are quoting. That speech (called the quotation) can go at the beginning or at the end of the sentence. Example: «The traffic is bad», he said, or He said, «The traffic is bad». – Use a comma to separate the quotation from the rest of the sentence. – Indirect speech (also called reported speech) reports what a speaker Said without using the exact words. Example: He said the check was in the mail. She told him she liked that tie. – The word that can introduce indirect speech. Example: He said that the check was in the mail. She told him that she liked that tie. BE CAREFUL! Do NOT use quotation marks when writing indirect speech. Example: She said that she had to work. Not: She said that «she had to work.»

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142 Language of Business Communication – Reporting verbs (such as say and tell) are usually in the simple past for both direct and indirect speech. Example: Direct Speech: «It’s a great haircut,» he said. «I’m sorry to be late,» Rick told Ann. Indirect Speech: He said it was a great haircut. Rick told Ann that he was sorry to be late. – Use say when you do not mention the listener. Example: «It’s a great haircut,» he said. He said it was a great haircut. – Use tell when you mention the listener. Example: «It’s a great haircut,» he told Ann. He told her that it was a great haircut. BE CAREFUL! Do NOT use tell when you don’t mention the listener. Example: He said he had been sick. Not: He tetd he had been sick. – When the reporting verb is in the simple past (said, told), we often change the verb tense in the indirect speech statement. – The simple present in direct speech becomes the simple past in indirect speech. Example: «I only buy shoes on sale,» she said. She said she only bought shoes on sale. – The simple past in direct speech becomes the past perfect in indirect speech. Example: «I found a great store,» she said. She said she had found a great store. – You do NOT have to change the tense when you report: a. something that was just said Example: A: I’m tired from all this shopping. B: What did you say? A: I said I’m tired, or I said I’m is tired.

Grammar Notes

b. something that is still true Example: Erick said the bank wants a check, or Erick said the bank wanted a check. c. a general truth or scientific law Example: Mrs. Smith told her students that water freezes at 0° Celsius, OR Mrs. Smith told her students that water froze at 0° Celsius. – When the reporting verb is in the simple present, do NOT change the verb tense in the indirect speech statement. Example: «I run a mile every day», says Ann. Ann says that she runs a mile every day. Not: Ann says that she ran a mile every day. USAGE NOTE: In newspapers, magazines, and on the TV and radio news, reporting verbs are often in the simple present. Example: The majority of women say that they never lie. – ln indirect speech, make necessary changes in pronouns and possessives to keep the speaker’s original meaning. Example: Rick told Ann, «I like your haircut.»

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ADDITIONAL MATERIALS

United States and negotiators In the United States, sending a person with great technical competence and knowledge to negotiate is most important. It shows you are serious about negotiations because you are sending an employee who is ready to answer any product questions. Power and authority are important but are more the result of your talent and work record than of your age or seniority in the company. The sex of the negotiator is not important since many women occupy professional and managerial positions. North Americans are accustomed to sending only one person. Sometimes this is called the «John Wayne approach.» This means that the individual thinks he or she can handle the negotiation on his or her own; it reflects the strong individualism found among North Americans. Nigeria and negotiators In Nigeria, the age of the negotiator is extremely important because age means wisdom and reflects status and importance. To send a young negotiator means you are not seriously interested in the negotiation. If you are interested, you will send a person with authority and seniority. A good educational background is also highly respected and important. Nigerians also put great importance on formality and social skills. The sex of the negotiator is not very important, since many Nigerian women run their own businesses. In addition, Nigerian businessmen are generally aware of the role of American women in management. In Nigeria, negotiating in groups is common. The solution The Italian and Swiss teams decided to live for a short period of time in each other’s countries. In this way they could learn to appreciate 144

Additional materials

the time value differences in each country and learn more about each other’s cultures. Tasks in monochrome culture Swiss people are said to belong to a monochrome culture (although not all people are exclusively monochronic). Monochrome means «single time.» Time is divided into segments that are measured by the clock. Tasks are assigned to each of these segments and so are given a limited amount of time. Usually, each task is finished before the next task is begun. It is not easy for a monochronic person to return to a task once it has been completed. Schedules and deadlines In a monochronic culture, future time is predictable and carefully planned. Scheduling events means that each segment of time is carefully arranged. If extra time is needed, this will interfere with plans for the next time segment. Breaking schedules and deadlines affects future schedules and deadlines. This can have negative effects on relations with those people or companies who are asked to delay their plans and change their schedules. Tasks in polychrome culture Italian people are said to belong to a generally polychronic culture (although not all people are exclusively polychronic). Polychronic means many or multiple times. Polychronic people are used to doing several tasks at the same time. They do not have to complete one task before beginning the next. Instead, they can flow back and forth between tasks easily. As they work on one task, they may decide to go back and change parts of a previous task. Schedules and deadlines In a polychronic culture, the future tends to be seen as unpredictable so that tight schedules are considered difficult and impractical. Therefore, schedules are often flexible to allow for unforseeable interruptions and changes in plans. People understand that delays are a part of life and are necessary for developing the best possible product or service. They would rather spend more time perfecting a product or service than meeting a deadline.

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146 Language of Business Communication US cultural information Social classes In the United States, differences in social and economic classes exist, but are not emphasized. Although colleagues from different classes may not socialize together frequently, there usually is at least one annual event where all employees come together. The most common events are Christmas parties and company picnics. Because equality – is so highly valued in the United States, formal situations that emphasize class differences are avoided. Social events are usually casual and relaxed. Entertaining It is common in the U.S. to invite business colleagues or other acquaintances home for a dinner party or cocktail party. The home is a place of hospitality and entertainment. In the US there is not a big difference between how people socialize with colleagues and with friends. Both kinds of socialising are informal and relaxed. The party is a popular way of entertaining. Instead of a formal dinner at a table, often Americans entertain with an informal buffet or just cocktails and a snack. In addition to parties, common social activities include playing sports, going out for drinks after work, and going to sports or cultural events. The role of the boss in office life The boss has authority but should not abuse it. As much as possible the boss should just be one of the workers. For this reason American bosses are usually casual and informal with their employees. Because it is believed that good social relationships build a good work environment, bosses often throw parties to build a sense of unity among the employees and to strengthen employee identity the company. French cultural information Social classes In France there is some emphasis on class differences. People usually do not socialize across social and economic classes. Different levels of the company, such as secretarial and executive levels, are

Additional materials

associated with different classes. So, in office life, secretaries and executives are not expected to socialize together. The role of the boss in office life The boss represents authority. The boss should not be too casual or social with his employees. If the boss is too relaxed, the employees lose their respect for his or her authority. Entertaining In France, the home is a private place where only close friends or family are invited. Business colleagues usually socialize in restaurants or other public places. Business entertainment is very different from social entertainment. It is much more formal. It is usually limited to a business lunch or dinner in a restaurant. For social entertainment, the French rarely throw parties. It is much more common to have a small dinner party where everyone sits down together to eat. The informal come-and-go style of a party is not popular. The misunderstanding in the Singaporean-American encounter In the United States, the first name is a given name and the last name is the family name. So the businessman thought that Lo Win Hao’s given name was Lo Win and that his family name was Hao. As a sign of respect he called the man by a title, Mr, with his last name, Hao. In the Chinese tradition, the family name is first and the given name is second. So the American was calling his colleague by his personal given name, not his more formal family name. This is a very informal address and is not appropriate in first meetings for the Chinese in Singapore. In the Chinese tradition it is only appropriate to call a person by his given name when you know the person very well.

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BIBLIOGRAPHY

1. Gibson, R. Intercultural Business Communication / R. Gibson // Cornelsen and Oxford University Press GmbH and Co. – 2000. 2. Longman Dictionary of Contemporary English, 3d edition. Longman Group LTD, 2000 3. Гри­шаева, Е. Б. Анг­лийс­кий язык: меж­куль­тур­ная ком­му­ни­ка­ ция. Вер­сия 1.0 [Элект­рон­ный ре­сурс] : прак­ти­кум / Е. Б. Гри­ шаева, Р. А. Сви­ри­дон. – Элект­рон. дан. (1 Мб). – Крас­ноярск: ИПК СФУ, 2008 4. Marjorie Fuchs , Margeret Bonner. Focus on Grammar (Fourth edition) USA, Pearson Education, 2012 5. Mascull, B. Business Vocabulary in Use / B. Mascull // Cambridge University Press. – 2002. 6. Тер-Ми­на­со­ва, С.Г. Язык и меж­куль­тур­ная ком­му­ни­ка­ция / С. Г. Тер-Ми­на­со­ва. – М., 2000. 7. Gibson, R. Intercultural Business Communication / R. Gibson // Cornelsen and Oxford University Press GmbH and Co. – 2000. 8. Hollett, V. Business Opportunities / V. Hollett // Oxford University Press. – 1994. 9. John Allison,Jeremy Townend. The Business/ Upper-Intermediate / Macmillan/Oxford, 2012 10. Jones, L. Working in English / L. Jones // Cambridge University Press. – 2001. 11. Laura M. English and Sarah Lynn. Business Across Cultures / M. Laura // Addison – Wesley Publishing Company, Inc. – 1995. 12. Lannon, M. Insights into Business / M. Lannon, G. Tullis, T. Trappe // Nelson English Language Teaching London. – 1993. 13. Long. L. Fast Forward Advanced / L. Long // Oxford University Press. – 1991. 14. Nikambayeva S.S. Teaching Methodology of Academic Reading and Analysis. «Kazakh University» -2013 15. Morrison, T. Getting Through Customs / T. Morrison // www. getcustoms. com / 2004 GTC/ articles/ new 014. html. 148

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16. Oxford Advanced Learner’s Dictionary of Current English A.S. Hornby. Oxford University Press, 1995. 17. Time Management Secret Revealed // www. businesstown. com. 18. The Economist. The Economist Newspaper LTD, 1995. 19. Tomalin, B. Cultural Awareness / B. Tomalin, S. Stempleski // Oxford University Press. – 1996. 20. Шей­ко М.Ю. Прак­ти­кум по пе­ре­во­ду де­ло­вой кор­рес­пон­ден­ции с анг­лий­ско­го язы­ка на русс­кий: Бла­го­ве­щенск: Амурс­кий гос. ун-т, 2010. 21. Bly, Robert W. Webster’s New World Letter Writing Handbook. Indianopolis:Wiley Publishing, Inc., 2004 22. Carey, John A. Business letters for busy people: time saving, readyto-use letters for any occasion. NJ.: National Press Publications, 2002 23. Seglin, Jeffry L. The AMA Handbook of Business Letters. NY: Amacom, 2002

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Еducational issue

Nikambayeva Saule Serikbolsynovna LANGUAGE OF BUSINESS COMMUNICATION Manual

Managing Editor G. Rustembekova Typesetting and cover design G. Kaliyeva Cover design used photos from sites www.wordpress.com

IB No. 8428

Signed for publishing 04.08.2015. Format 60x84 1/16. Offset paper. Digital printing. Volume 9,3 printer’s sheet. 100 copies. Order No 2272. Publishing house «Qazaq university» Al-Farabi Kazakh National University KazNU, 71 Al-Farabi, 050040, Almaty Printed in the printing office of the «Qazaq university» publishing house