I
nternatlonal Ьusiпеýý
Wоrk in pairs. Write down ten classroom objects оr things you have with you.
Whеrе was each thing made? How mапуwеrе imported?
2
Write йrее things your country imports and three things it exports. Соmраrе with
апоthеr раir. Whеrе do the imports come frоm?
Tick the words you know. Check the others in а dictionary.
producer wholesaler customer retailer warehouse
сопsumеr competitor cuýtoms polt clo&ing
4
LearningTip
When you write
Fiп each gap in these sentences with
уоur sentences with а partner.
а
word frоm the Ьох above. Then соmраrе
1 Rotterdam is the biggest
2
sells products
3 ^Yоur business rival is your
vocabulary in your
notebook, write an
example sentence as
4 A-is
5 |apan
well as the translation
of the word.
бА
7
ý
the'end usеr' of goods.
is а mаjоr
ofelectrical goods such
as audio products.
is а place whеrе things аrе kept before they аrе sold.
Тhеrе is no
8А
in Europe.
direct to the public.
-
control between Eu countries.
buys from manufacturers and supplies retailers.
Read the newspaper article about imported clothes and find six of the words from
the Ьох in ехеrсisе 3. (Some of the words are in the plural.)
Fashion industry crisis
after ЕU import Ьап
1,
?
::
iS
Soon aS possible, in time l.оr the
[lHB
ll.асingiLSbig8еStсгiSiSinгесеnLl..lсhгiSlmаSSеаSon..
"Ж'fi:';-iуiапо, соuпtri.. ru.t,
histоrу- clothing rеtаirе"гJ;;"Н l
l
l
I
Н&М,ZагааndC&AсouldhаvееmptyЫl*.*^й&^&lаSItаly,SpаinаndРoгtugаlагеin
гаsнtо\
INDUSTR} in Еuгоре
',i
ьrа*swеаtег--,*,,,ж
in customs wаrеhоusеs ai
following the int}oducti
сопtгоls in June Ьу the Et
соmmissiопег, Реtег Ма
А spokeswoman fоr
Said that mапу small ct
suffегiпg because they
these Chinese imрогts.
'
rUБсьllсll'lUUýаIruýlIrаtlIttаllегSагеwаrеhousеsагеfillingupwithwintег?
lose
thеiг jobs and small
faCing riugб
rilurfig
huge rUýýUý'
losseS,' ýalu
said лIllta
Дппа rгlсе.
Ргiсе.
seasnn
Season fяshinns
fashions rrйiпh
which
'The EU should геlеаsе these goods as
Waht next Winter.
.2
зб
nnhnrlrz
nobody TTdll
wi|l
;
|,"
;_
Е,
ij
6
Decide whether these sentenceý аrе 'Right' оr 'Wrопgl If there is not enough
information to choose'Riфt' оr'Wrопg| choose'Doesn't say|
1
2
The Еurореап fashion industry is the biggest in the world.
А
3
4
5
6
7
В Wrопg
Right
С Doesn't say
Some European clothing companies sell clothes to China.
В Wrong
А Right
С Doesn't say
Retailers can't buy Chinese imports at the moment.
В Wrong
А Right
С Doesn't say
Some EU countries agree with the import controls.
В Wrong
А Right
С Doesn't say
Chinese clothes аrе сhеареr than clothes produced in Еurоре.
В Wrong
А Right
С Doesn't say
Мr Mandelson is taking а decision on the crisis this week.
В Wrong
А Right
С Doesn't say
Compare уочr апswеrs with а раrtпеr. Fоr the questions that you have answered
'Right' or 'Wrопg| which words helped you to decide the answer? Fоr the questions
you апswеrеd 'Doesn't sayi why did you give this апswеr?
Views оп import controls
8 @
*.'
Listen to the radio news item and decide whether each of the
is for or against the import controls.
мо
speakers
9 @
О.' Listen to the news item again and соrrесt the mistakes in these ýentences.
Соmраrе with а раrtпеr. Which speaker do you аgrее with?
1
2
З
4
5
6
l
l
0
Ioao da Silva owns а clothing shop inAveiro.
Не supplies а small пumЬеr of people.
His message is'support European exports:
Dagmar Rasmussen is happywith the sitцation.
Tirlip's shops аrе already еmрф.
Dagmar says that the Trade Commissioner should resign.
Do you know what happened next? Think of
l ф
о,'
мо possible endings.
Listen to the rest of the news item to find out if you аrе right.
Imported goods
a2
Н&М buy 30 реr cent of their clothing from China, and 70 per cent of shoes sold in
the UK аrе imported. In pairs, discuss whу а European соmрапу decides to import
goods. Use these ideas. Сап you add апу ofyour оwп?
The quality of the goods is better.
It's difficult to find European manufacturers.
The price is lower.
Foreign designs appeal to Europeans.
The goods аrе made very quicНy.
Оthеr countries can supply in large quantities.
MoDULE
4
lNTERNAT|oNAL BUSINESS
l ,,
Modal verbs: conlcould and should
Modal чеrЬs have the same fоrm fоr all subjects. The negative fоrm ends with п''
and йе modal чеrЬ goes before the subject (I, he, etc) in questions.
r
We use ссп to talk about present ability and possibility.
I сап speak Eпglish апd Sрапjsh. (ability)
Не сап't fiпЬh the luork before he goes hоmе. (possibility)
possibiliý and past ability.
Our shops cotlldbe empty пехt шееk. (future)
r
We use coaldto talk about future
.
соuИп't speak to himyesterday. (past)
we also лsе Сап/соuld l/ulewhenasking fоr permission and making offers. we
I
usе Сап/ СоuИ уоu iп requests.
Сап I leaue еаф this еuепiпg? (permission)
.
Hotll сап I helpyou? {otrer)
Cotlldyotl sign thbformfor ие? (request)
we use shouldto make recommendations, and to askfor and give advice,
The Еurореап Uпiоп shoaИ protect Еurореап industry. (recommendation)
Yоu shouldn't Ье rude to customers. (advice)
l
rook
at the words in brackets in the table above.
write the соrrесt word next to
еасh sentence below.
0 Canwe use our dictionaries during the ехаm?
1 Couldyou spellyour surname, please?
2 students should attend all their classes.
3 I can't do any of these questions, They're too hard.
4 You shouldn't stay up late the night Ьеfоrе Йе exam.
5 She could Ье the best candidate for the job.
6 I couldn't speak to Мr Jones because he was in а meeting.
7 Can I showyouwhatto do?
8 How fast can you фре?
2
0еrmlбоlоп
I
Complete the sentences with сап, сап't, coald апd cottldп't.
1
You-
smoke hеrе. If you smoke, the аlаrm goes off.
afraid Mrs Doriguez isn't available at the moment.
later, please?
2 Im
you come back
З 'you read this dossier for tоmоrrоw?' 'No, I'm sorry I _.'
4 Good mоrпiпg, Iohnson & Johnson.
I help you?
5 Мr Jensen is not in at the moment.
I take а message?
6I
call you because the battery of mу mobile was flat.
wоrk in pairs. Take turns as student А апd student В in each ofthese situations.
studentA: choose опе of the problems below. Tell your раrtпеr about it.
-
Student В: Listen to уоur partner's ргоЬlеm and give him/her some аdйсе.
. you have just sent ап email full of spelling mistakes to ап important client.
. Yоur colleague is often late fоr meetings with suppliers and it reflects badly on the
соmрапу.
. yоur boss can't keep his rесоrds organised and it gives you lots of ехtrа work.
. You can't speak any other languages, but you want to'be promoted.
. your colleague is often away frоm his desk for long periods and you have to make
excuses fоr him.
. You never rеmеmЬеr clients'names and it is embaгrassing.
38,
4
What advice would you give someone who was arranging а teleconference?
5
Read the article frоm an in-house magazine and checkyour ideas.
business2business: global communication
Те|есопfеrепсiпg is а great way to connect people who
work in different рагts of the world. ltЪ cheaper and
quicker than face-to-face meetings. and people can
communicate mоrе informally, sitting in their offices оr
even working from home.
lf you want your teleconference to Ье effective, you
should рlап it like а face-to-face meeting. First of all,
find а dаф thаtЪ сопчепiепt for еvеryопе. RеmеmЬеr
time differences, and Ье careful to specify the local time
of the чiгtuаl meeting; New York is five hours behind
London, so if you want а tеlесопfеrепсе with someone
in New York, the best time is рrоЬаЬlу after 2pm in
London. Limit the пumЬеr of рагtiсiрапts - managing а
teleconference with mоrе than five people can Ье
stressful. Before the meeting, send out the аgепdа so
that everybody knows the topics for discussion. Send all
participants the documents for the meeting.
6
The реrsоп who calls the meeting is usually also the
'moderator'. Before you speak, always 5ау your паmе
'This is Stephanie'- so that everybody knows who is
saying what. Silence оп the phone
doesn't mеап absence. lr/aybe
Someone lS рrераrlпg а questlon
or thinking of ап answer.
And here is another tip. When
you're not speaking, press
the 'mute' button so that
you сап listen to whоЪ
talking, but the others
won't hear your
background noises
-
йе text again and choose the correct ending (А, В or С) fоr each ýentence
Read
(1-4).
l
Teleconferencing is ideal if
you want to workwith people frоm different parts of the world.
А
В
you want to Ье effective in meetings.
С you don't
2
3
have time for face-to-face meetings.
When it's 2рm in London, the time in NewYork is
А 7am. В 9аm. С
9рm.
Веfоrе anyone speaks, they should
А
В
say'This is Stephaniel
say the паmе of the person they want to talk to.
С identiýlwhotheyare.
4
Press the'mute'button when
А
В
you аrе talking to the other people.
you want to listen to what people аrе saying.
С you
7
аrе not participating in the teleconference.
Match wоrds from А and В to make collocations fTom the article.
в
the agenda
1 connect2 face-to-face\
differences
\
З work
\ а teleconference
\ people
4 time
meetings
5 manage
а question
6 send out
frоmhоmе
7 рrераrе
the'mute'button
8 press
8
Write questions wit}r coПocations. Тhеп ask уоur раrtпеr the questions.
How otlen do you hаvе f ace,No-f асе иeeNin86
al
work?
MoDULE 4 lNTERNAT|oNAL
BUS|NESS
з9
Business communications
On the рhопе
Wоrk in раirs. Read each phrase and decide whо could say it - the реrsоп whо
makes the call (С) or the реrsоп whо receives the call (R)?
1
2
З
4
5
6
7
Сап
I
help you?
Can
I
leave him а message?
8 I'll
9 I'll
pass уоur message on to ...
10 I'm sorry, the line is busy.
Сап I say that back to you?
Does she have your пumЬеr?
I'll call back later.
11 This is ... , of ... .
12 Who's calling, please?
13 Would you like to leave
I'll ask... to callyouwhen she
14 I'm afraid
I'd like to speak to ... , please.
...
а
.
message?
is not in hеr office at the
moment.
gets back.
2
give it to you.
Match what the receptionist says (1-6) with the caller's responses (А-F). Then
practise saying the short exchanges with your partner.
1
2
3
4
5
6
Caller
Receptionist
А No thanks.
Smith & Sons. Can I help you?
\lVho's calling, please?
Can
I
take а message?
Does he have your пumЬеr?
please.
I'm sorry. The line is busy.
I'll ask him to call you when he gets
back.
I'Ц call back later.
в Thankyou very much. Goodbye.
с Hello. I'd like to speakto ДЬiе Smith,
D Can I leave him а message?
Е It's Iane Воr,rлmап of Воиппап's
Builders.
F I'll give it to you now.
ф
жl
Б,Жж"I
*,U Listen to the telephone conversation between Jane Barrett of Bryant & Sons
and the receptionist at Wates' Office Supplies. Underline the objects that Iane
ffi]
mentions.
l1:gкi,lý
lЕтч-l
l&жffil
|"ЕЁWl
pencils
рriпtеr
ж
cartridges
4 @
penS
lь**-=
envelopes
@w
papeI
U.U Listen to the conversation again. Complete the оrdеr
letters and пumьеrs.
40
t>--alrl
Pr*-"-----::t1l
.|
l
diaries
formwith the correct
5
wоrk in pairs. practise the telephone conversation, following the prompts.
Youi*o.k for Thorpe Office Supplies Ltd, Answer the
ca{l.
_
Asktospeakto
v-
Explain that уоur order has arrived and it is wrопg. You
ordered: four diaries, three packets of envelopes, and two
рriпtеr саrtridgёs. You received: опе diary. six packets of
envelopes, and опе printer caгtridge. The printer cartridge
was Tne wrопg one.
,r,rеёеiчеd.
Raj Kahn.
'
г-
Code: НРС 390З А
9--
Give уоur пчmЬеr,
ýariý:*iý
Г-
--
i.::]:.i:|,::j,::r:]]
lf the пчmЬеr is correct, say so.
]л
Thank the receptionist, Say goodbye.
ffi
Dealing with complaints
6
When you are writing а i
rеsропsе to а piece of
Read this section of а letter frоm а сцStоmеr to Мr Raj Каhп. What is the main
рurроsе of the letter? Choose from the following.
А
В
communication, try to
с
use your own words
to rеturп an оrdеr
to complain about the non-arrival of an оrdеr
to cancel ап оrdеr
other than соруiпg
Dеаr Мr Kahn,
phrases from the
original text. This will
I am writing to complain about оur stationery оrdет of 12th Маrсh. Fol1owing mу telephone
conversation to уоur office on 21st Маrсh, I expected to receive the соrrесt goods. Ноwечец that
make your writing
was а week ago and we аrе still waiting Гоr delivery.
Could you please assure me that the oTder will Ье sent соrrесtlу and as soon as possible? If not, we
look fоr another supplier in the futurе.
mоrе interesting and
wil1 Ье forced to
will prevent you
Yours sincerely,
making the same
peter Рахmап
mistakes d5 }0Uг : ;...-.
correspondent. .,.,1.1l"
7
Reply to the customer, apologising for the problems and giving an explanation.
оffеr the customer а discount of 5 реr cent оп the order. Writе 60-80 words.
Useful language
I
apologise for
...
Please accept mу apologies fоr
I
would like to apologise for
Unfortunately...
...
...
We had а рrоЬlеm with ...
I would like to оffеr ...
I
сап оffеr ...
Please accept...
The problem was due to ...
MoDULE 4 BUSlNESS coMMUNlcATloNS
4l
will for offers and promises
We often use ш,j/l when we decide to do something * fоr example, in оffеrs and
promises.
I'll ask him to call уоu. (оffеr)
I'lI do it later. (promise)
l
2
Complete the sentences with 17 and а suitable чеrЬ.
1
2
Мr Grеу isn't in his office.
I know Саrriе's eкension number.
4
5
6
Those files lookhealy.
himyourang.
hеr fоr you.
at these accounts today, I promise.
post office on mywayhome.
I'm not usuallylate.
them foryou.
I pass the
at
Йose letters foryou.
wоrk on time tоmоrrоw!
Complete the conversation
Natalia
Sven
westlaine
Hello. (r)
Natalia
Speaking.
Sven
Hi, Natalia. It's Sven. I need your budget figures fоr the rероrt. Сап you
email them to mе?
They're not readyyet, I'm afraid. Р)
Natalia
Some of
Sven
Natalia"
Sven
NataIia
йе figures аrеп't quite right.
When do you think йey'll Ье ready?
I'm working оп them now. @)
Is four o'clock alright?
Yes, that's fiпе. (а)
Oh, Ьу the way, Margareta is leaving next week. We're having а little party
Sven
tоmоrrоw аftеrпооп. (5)
Yes, I'd love to. What time?
Natalia
Half past three.
Sven
Grеаt. (6)
3 @
Вуе.
n.O Listen to the conversation and checkyour апswеrý.
4
Рrасtisе the conversation rMith а pmtner.
5
Work in pairs. Use йе рrоmрtý below to practise conversations with уоur раrfilеr.
Each exchange will involve making an оffеr, а promise or а request.
1
2
,
ý
Retailer; The delivery of newplasma Sсrееп TVs is late, Yоur special promotion
starts tоmоrrоw.
Wholesaler: Promise to find outwhythere is а problem.
Ехроrtеr: You need рriсеs and schedules for а shipment of electrical equipment to
Mexico.
Frеiфt fоrwаrdеr: Ask if йе ехроrtеr wants the information Ьу fax оr email.
Distributor: you want to knowwhen the merchandising products will Ье available.
мапufасtцrеr: оffеr to find out апd rеturп the call.
Wholesaler: Youwant to knowif уоur containers have аrriчеd.
Imроrtеr: Ask if the whоlеsаlег wants to speak to the warehouse.
42
Telephone messages
6 @
*.u Listen to extracts from fоur telephone conversations and tick the
expressions you hear.
Howdoyou spellйat?
Couldyou spellyour name, please?
М fоr Madrid.
Didyou saythe 2lst?
Let mе just check that.
Could you repeat that please?
Т Ф
О,* Listen to four telephone calls and соrгесt
Telephone Message
Гrоm:
АС Аssосiаtеs
оь\2 lc7r'1l
Caller's соmрапу:
Теl.лmаil:
€пг *hа
лрrл,
Ьглгhrrrа
Мгg НогЬао-еulrYi
Frоm:
ЬоЬ Dачiя
Са]lеrЬ соmрапуj
bd .davi ;@hotMai
l
.copr
соиld чои boJt
Message:
rлrЬiсh
Telephone Меssаgге
Теlерhопе Меýsаgге
Message for:
each message.
Message for:
Tel,лmail:
Messaqe:
rлrаi*
мо mistakes in
Теlерhопе Message
Мя Сhаdга
Joe Рапеttа
Message for:
п
п
п
п
п
п
Мг< Реtег<
Мг
Message for:
магtiп Кгамег
Frоm:
Frоm:
Caller's compa]ry:
Ca]ler's соmрапуj
Tel.лmail:
Теl.Дmаi]:
Message:
Message:
*hа 4iг<*
оп tha l7th.
8 @ О.' Listen
Ьдr.r|о
Не hаяп't accepted
",{Sрг_
to three short recordings. Choose the best апswеr (А, В оr С) for
each question.
1
2
З
TvVhen
will the goods аrriче?
А оп3FеЬruаry
В
С
on lбFеЬruаry
Who does the caller want to speak to?
А the personnel mапаgеr В the production manager
\Mhat new time does the саllеr suggest fоr the meeting?
А
1.00pm
В
2.ЗOрm
MoDULE
4
оп 19February
С йе
С
BUS|NESS
managing director
4.ЗOрm
coMMUNlcATloNS
4з
Speaking: Talking about yourself
In this section you will practise answering questions about yourself. yоu should think
about the things that interest you - both in your work and in
уоur personal life - and
practise talking about these with fluency. If you have any specialist areas of interest, it
is useful to lеаrп the keyvocabulary related to those аrеаs.
Practise speaking iп
smallgroups. Ask and
апswеr questionb
Look
about yourself, уочr
hоmе, уочr work апd
l
2
уочr family. Remember
- if уоu don't
3
understand уOчr
раrtпеrЪ
4
5
him/her to
at these sentences and match them to the questions (А-Е) below.
No, I share an apartmentwith
Мо friends,
At the moment I'm in the marketing department, alйough I'd like to mоче
into sales.
I'm taking ап evening class in English and I'm also starting а business law course
next month.
I
love all kinds of sport, especially football and hockey.
It's а great city, but it's expensive to live there.
А
В
lVhat do you like doing in уоur frее time?
Do you live with уоur family?
С What аrе уоu studying at the moment?
D What do you think of this сiф?
Е What аrеа do you wоrk in?
2
complete the first соlчmп of the table with your реrsопаl information. Тhеп add
опе extra comment fоr each thing, as in the example.
уоurпаmе
уоur citylnd
реrsопаl infoimation
Рhуlliэ Эmith
ltjo diffrcult to ореlL
country КоNtеrdаm
-
уоurпаmе
уоur city and country
your hоmе
your
studies
уоuг hobbies
44
.
lt'e а пiсе рlасе tо live.
Yоu аrе going to listen to а woman interviewing Мо students for an
internship. Before you listen, look at the questions that the interviewer
asks the mап. Which of the topics in exercise 2 does she ask him about?
.
.
.
.
.
4 ф
And what's your name?
]оао, do you work оr study in Portugal?
And what about you, Joao? Do you like your work?
And you Ioao, do you have any hobbies?
Do you think it's better to live in а small tоиm оr а big city?
n,* Now listen to the recording. Does the interviewer ask the questions in
the same оrdеr as in exercise З?
The transcript ofthe rесоrdiпg is on раgе l34. Read the transcript and
underline the questions that the iпtеrйеwеr asks the woman.
6
Work in groups of Йrее and read the conversation out loud.
7
Wоrk in groupý of three and have similar conversations. Take turns to Ье the
interviewer, the mап and the wоmап. lnclude the topics in exercise 2. Don't
forget to agree/disagree with youT partner and to express уоur preferences.
MoDULE 4 LEARNlNG
STRATEGlES
45
EU import ban
ý
ý
l
Mut"h the words 1-6 to the definitions А-F to
complete the sentences.
А
1 А саrriеr
Read the article again and complete the sentences.
buys the imported goods
В transports
Many-
imported
produces goods in
country А.
6 Awholesaler
supply chain.
а
>
Read the book review and choose the best title.
А
В
С
20
-)
А Scandinaйan success story
-
Shopping in Scandinaйa
Howto export goods to Scandinavia
MoDULE 4 lNTERNAT|oNAL
BUS|NESS
Complete the table with the missing nouns.
-
.
compete
l СОПSUmе
the words 1-6 in the correct оrdеr to show the
s-l-
5
:
buys goods fоr personal
mапчf асNurеr >
abroad
аrе
]]:]:]]чýIь,]:]]]:]]:]l:]:]:]].]:].:]]:..]:]]:1:]]]:]:]::i::.
use in country В.
, write
-
because they take risks.
goods to sell to indiйduals,
5 Аrеtаilеr
аrе manufactured in one
5 Scandinaйan companies
А to соuпtrу В.
4 Amanufacturer : D buys the
world's
Lego, Volvo and Ikea аrе all Scandinavian
аrrапgеs the trапsроrt
of the goods frоm соuпtrу
forwarder
3% of the
country and sold in апоthеr.
the goods Ьу аiц
sea, rоаd оr rail.
А freight
in Scandinavia.
2 Scandinavia produces
in Iarge quantities.
2 А consumer
There аrе 20 million
export
, import
, produce
l retail
sell
' ship
SuPPlY
]
, transport
competitor
consumption
.
l
:
I
l
],
.
.
.
]
shipment
supplies
tranSport
Modal verbs: conlcould and should
ý
ё
Complete the sentences with can, сап't, соuИ or
соuИп't.
1
_you
2 Indiйdual clients should phone the соmрапу for
for the delay in returning уоur call - I
information.
find уоur phone пumЬеr.
З
аrrапgе transport Ьу sea оr air to
We
all major ports.
4 I didn't
5
-
They
offered Ьу а shipping соmрапу. Decide which of the
sentences 1-5 аrе trче.
1 The соmрапу can't аrrапgе transport for private
individuals.
speak|apanese? There's а
|apanese mап at reception.
2 Sоrry
Read the advertisement, which shows services
uýe Speedy Shippers last time because they
З
4
5
The company сап help with customs procedures.
The соmрапу can't ship goods Ьу air.
The соmрапу can deliver to Europe in two days.
guarantee next-day delivery.
_
supply 20,000 units, but they
deliver until next week.
6 The shipment is in the роrt,
so it
_
Ье
available today оr tomorrow.
7 This
is urgent. I need the report today. I
wait until tоmоrrоw.
8 Wе'rе making good progress оп the new shop. It
Ье readybynextweek.
У
Decide which option is not possible in each
sentence.
1 Fiona, сап / could / shouldyotlgive me а price fоr
this shipment, please?
2 You сап't / should / couldlse ZP Express; they're
fast and efficient.
З
Should / Сап / Could
I
borrowyour mobile for а
moment?
4 I'm afraid yoll
Logistics and freight forwarding fоr large and
small companies and individuals*
очr services include:
Road-import&export
Air freight services
Sea freight
-
container import & export
customs сlеаrапсе
House removals (inside Еurоре only)
Express sеrчiсе to European destinations in
48 hours
Frequent services to all countries
Information ... +44181 83787487
сап / сап't / shоuldп'' use the office
phone for personal calls.
5
Сап / Could / Соuldп't you help mе?
6 You shouldп't / соuldп't / сап'f leave wоrk early
everyday.
7 Should / Could / Canyoutake this phone call for
me please? I'm late fоr а meeting.
8 ltсап't / shouldn't / shouldtake three mопйs to
rераir
а
photocopier! That's ridiculous!
MoDULE 4 lNTERNAT|oNAL
BUSlNESS
2l
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i::'::::]]:]:]]:]:]]]]]l.:.::.:ll;:]i.]:]]
Dealing with complaints
Read the notes made Ьу another customer of
Westco. Write а letter of complaint to Weýtco.
Read the letter of complaint to Westco Transport
IIse the letter in exercise
and put the sections in the соrrесt order.
as а model.
о Give your reason for wTiting in paragraph
1П
о Give details of the problem in раrаgrарh
2J
l.
2.
о Saywhat action you want Weýtco to take in
зП
4П
5
l
раrаgrарh 3.
L__.]
бП
7П
А J Hallcro
Dеаr Эir or Маdаm,
В
Could you please send us the соrrесt invoice and
iпfоrm us about the claims procedure fоr the
damaged monitors?
С
Dеаr Sir оr Madam,
D
I аm writing about уоur invoice 982108 for the
transport of our office furniture to new premises on
3rd Маrсh.
Е
In addition, four РС monitors were damaged
during transportation. Оur contract with ybu states
that you will рау compensation for damaged
goods.
F
The original quotation for this work was €1,500.
Ноwечец the invoice you sent us is for €2,750, and
contains several еrrоrs. Fоr example, the mоче
took only one day, not two days as detailed in уоur
invoice.
G Yours sincerely
Read the letter again and complete Йе notes made
Ьу the administrator at Westco.
Writing skills: proof reading
ý
Read the letter you wтote in exercise 3 and check
that you have included all the following
information: the rеаsоп for writing; the details of
the рrоЬlеm; the action you want next. Check that
the information is соrrесt.
22
MoDULE 4
BUS|NESS
coMMUNlcATloNS
wilI
ý
Decidewhatyou could sayin each situation. Write
Оп the рhопе
7 Put the receptionist's
sentences (А*F) in the соrrесt
sentences using иliJJ and the words in brackets.
gaps to complete the conversation.
0 Yоur colleague has to take а package to reception
Receptionist
but is very busy. (take)
Dоп'l worry,
l'lll
1 Your boss wzints
take
Саllеr
iъ,
Could
I
speakto Simone, please?
Receptionist
а сору of а report urgently.
(photocopy / now)
Caller
Oh, dear.
Receptionist
Yоu'rе working late а lot. Your family is
complaining. (finish early / tomorrow)
Caller
Yes, could you ask hеr to call mе back?
Receptionist
You аrе
а
Caller
waiter. А regular customer is making а
It's Mark Bashir of Hi-Flyers.
Receptionist
complaint. (tell / manager)
Caller
Yes, she does.
Receptionist
You're going to do а presentation but you're not
ready. Your boss is wоrriеd. (Ье ready / in time)
Саllеr
А Does she have уоur пumЬеr?
В Good morning, Westco Тrапsроrt.
pronunciation
6
That's gTeat. Thanks very much.
С I'll ask hеr to call you when she gets back.
Маrk the stress on the words in italics.
D I'm afraid she's not in hеr office at the mоmепt.
0 We think that prices
Е Who's calling, please?
1 Тhеrе was
а
cou|d, iпцеgýэпехt уеаr.
F Would you like
big fall iпоur exporls lastyear.
2 Сап we import thisrаw material from China?
З I thinkwe should find а differenttransport
6
to leave а message?
Complete the telephone message formwith the
information from the telephone call in exercise 7.
company.
4 Ате you going
5
to preseпtthe results at the
AGM?
Тhеrе was а decrease inthe пumЬеr of complaints
last month.
6 Couldyoukeep а recordotthis, please?
7 We can't permitthis situation to continue.
MoDULE
4
BUS|NESS
coMMUNlcATloNS
2з
Practise ways of answering these questions. Rесоrd
yourselfthen listen the next day.
Are уоur апswеrý сlеаr and паtцrаl-sоuпdiпо?
Ноw do you spell your first паmе / surпаmе?
\Мhеrе аrе you frоm?
Do you work оr study?
\Mhat do you do?
Do you like уоur job / wоrk / соursе?
3
Decide which of these expressions аrе useful fоr
А agreeing оr disagreeing
В giving opinions and preferences
С asking for clarification.
1 I'm sorry. Could you repeat that?
2
3
4
5
6
7
8
9
Didyousay...?
I
thinkit's...
I
аgrее with you.
I
рrеfеr ...
I
like ... mоrе than
...
Couldyou saythat again?
I
don't agree with you about that.
Yes, I thinkyou're right.
What do you do in your spare time?
Do you have any hobbies?
Do you think it's better to live in а small tоцm or
а
big city?
Do you think it's better to work in а small соmрапу оr
а
2
big соmрапу?
Correct the typical mistakes in these апswеrs to ýоmе of йе questions in exercise
1 I from Bilbao.
2
З
4
5
6
7
8
24
I'm marketing assistant.
I'm doing а саrееr in economics.
I
working fоr а small family business.
Му company's name it's Gratton.
I'm аgrее withyou, а small town is better.
I
not like working in а large соmрапу.
I
like very much working there.
1,rODULE
4
SPEAKING: TALK|NG ABOUT YOURSELF
l.