1) COMUNICATION
TYPES OF ORAL COMMUNICATION
There are di erent examples of oral communication in a business setting. You need several oral
communication skills for career advancement. Let’s look at di erent types of oral communication:
1. ELEVATOR PITCH
Imagine you meet the CEO of your organization in the elevator. Now, you have 30 seconds to
introduce yourself before they get out on the next oor. This is your elevator pitch. It’s a form of
oral communication where you have to succinctly explain who you are and what you want from
the other person.
2. FORMAL CONVERSATIONS
These are common at work because you have to constantly interact with your managers,
coworkers and stakeholders such as clients and customers. Formal conversations are crisp,
direct and condensed. You have to get your point across in a few words because everyone has
only limited time to spare.
3. INFORMAL CONVERSATIONS
These are conversations that you have with your team members or friends and family. They are
mostly without an agenda. You can talk about your day, what you’re going to eat for lunch or
discuss weekend plans. These are friendly conversations peppered with light banter.
4. BUSINESS PRESENTATIONS
This is where you need to make the best use of your speaking skills. Public
speaking is an important skill to develop if you want to command a room full of people. For this,
you need to remember the four Ps of Pitch, Projection, Pace and Pauses.
5. SPEECHES
Speeches are important in businesses like event management or community outreach. In a
corporate setup, speeches are reserved for top management and leaders.
METHODS OF COMMUNICATION
verbal
• face-to-face vs. remote meetings
• video conferencing
• telephone calls
written
• emails
• press releases
• reports
• forum boards
• surveys
• customer reviews
TYPES OF COMMUNICATION
Internal communication
• Upward (from a subordinate to a manager) = BOTTOM-UP
• Downward (from a superior to a subordinate) = TOP-DOWN
• Lateral (cross-departmental communication)
External communication
Addressed to:
• Customers (clienti)
• Suppliers (fornitori)
• Investors (investitori)
• Auditors (revisori dei conti)
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ISSUES
•lack of information
•overload of information
•misunderstandings (content not clear) / not listening to the message
•delays (ritardi) in information sharing / poor timing (tempismo scadente)
WORDS OF GOOD COMMUNICATORS
hesitant
articulate (able to express ideas easily and well)
focused
reserved (riservato)
coherent
responsive (reattivo)
eloquent
inhibited
sensitive (sensibile)
extrovert
persuasive
succinct (coinciso)
uent
rambling (logorroico, inconcludente e confusionario)
vague (vago)
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•overlapping roles (ruoli sovrapposti) or confused tasks (who-does-what?)
•sta turnover (rotazione del personale)
•poor customer service (external)
•poor marketing management (external)
•poor technology
2) INTERNATIONAL/ DOMESTIC MARKETING
VOCABULARY
Marke ng mix/ strategy / plan
Market adapta on/penetra on/segmenta on
Customer pro le/reten on/base
brand posi oning/iden ty/extensiond
product placement/por olio/feature
3) BUILDING RELATIONSHIP
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Cut o = una persona broke o = da entrambi i la
4) SUCCESS
VOCABULARY (what makes people successful)
charisma
dedica on
discipline
drive
imagina on
looks
luck
money
nepo sm
ruthlessness (spietatezza)
brand, customer, headquarters, leader, pro t, subsidiaries ( liali), workforce (forza lavoro)
underrate=so ovalutare
undercharge=so ocosto
reengineer=riproge are
degrow=decrescere
demerge=scindere
5) JOB SATISFATION
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assessment (valutazione)
breakdown (crollo)
empowerment (potenziamento)
fringe bene ts (bene ci accessori)
red tape (burocrazia, termine breve per cose non necessarie e procedimenti)
remuneration
severance payment (indennità)
take industrial action (intraprendere azioni sindacali)
go on strike (scioperare)
6) RISK
anticipate
calculate
eliminate
encounter=incontrare
estimate
evaluate
face
foresee = prevedere il rischio
gauge =misurare
identify
measure
minimise
prioritise
reduce
weigh up = ponderare
credit crunch= stretta creditizia, improvvisa riduzione della disponibilità dei prestiti
bear the brunt= sopportare il peso
spring to mind= venire in mente subito
meet a need= soddisfare un bisogno
pave the way= aprire la strada (rendere possibile che qualcosa avvenga in futuro)
spread the risks= distribuire il rischio
7) MANAGEMENT STYLE
monitor= controllore
achievement of results
loyalty of staff
autocratic/democratic
centralising/delegating
directive
empowering
task-oriented/people-oriented
hands-on (partecipativo/concreto)
controlling
anti-authoritarian (against forcing people to obey strict rules)
approachable (friendly, easy to talk to)
demanding (esigente)
perfectionist
ruthless (spietato)
self-motivated
volatile (liable to suddenly become angry)
8) TEAM BUILDING
foster team spirit=favorire lo spirito di squadra
breakdown barriers
income stream= usso di reddito
9) FINANCE
being in the black= you are in credit
debtor(who OWES money)
creditor (BORROW money)
spread the risk= distribuire il rischio
accrue= maturare
liabili es= passività
charges= spese
loans= pres (taking out loans=concedere pres )
mortgage = mutuo
warranty= garanzia a pagamento
guarantee= garanzia gra s
overdra = pagamento scoperto
overpayment==pagamento in eccesso
bankruptcy= bancaro a
borrowed= presi in pres to
instalments= rata
asset= risorsa
issuing= emissione
shares= azioni
Bond=obbligazioni
Securi es= toli
Stake= quota interessi
shareholders=azionis
equity capital= capitale proprio
stock capital= capitale azionario
dividend capital= capitale da dividendi
venture capital= capitale di rischio
working capital= capitale circolante
share capital= capitale sociale (inizio società)
GRANT= CONCESSIONE
COLLATERAL= COLLATERALE ( GARANZIA DI PAGAMENTO)
cash ow= usso di cassa
equity= valore capitale azionario
rate on the loan=tasso sul pres to
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fee=tassa, canone
subsidy=sussidio
principal= capitale integro senza interessi
purchase of property=acquisto di proprietà
business angels=inves tore informale che o re capitale e conoscenze alle startup
bank nance= nanza bancaria
equity nance= nanza azionaria
debt fundraising= raccolta fondi per debi
venture capital funds= fondi di capitale di rischio
pitch to= scagliare e puntare in modo violento
se led on= ssare, stabilire, essere d’accordo
turned down= ri utare
looked into= esaminare, analizzare
SEED CAPITAL
SELF-FINANCING
INITIAL PUBLIC OFFERING (IPO)
RECRUIT
HIT THE JACKPOT (GAMBLING – SLOT MACHINES)
BLUE CHIPS – BASIS FOR CONSERVATIVE INVESTMENT PORTFOLIOS
PUBLIC-PRIVATE PARTNERSHIPS
TO PUT DOWN - YOU HAD TO PUT AT LEAST 50% DOWN
TO MAKE DO
TO GO BANKRUPT – BANKRUPTCY
HYBRID (CONVERTIBLE BONDS)
TO HEDGE YOUR BETS
Purchased=acquistare
Tweak= fare piccoli aggiustamenti
Is thought to be ….
It was suggested that
Deploy/launch a product= lanciare
Pitch a product= presentare
Floated company= azienda quotata
Capital gain=plusvalenza
Loan shark= strozzino
Pay o = saldare
To go the distance= andare lontano
Keep you ear on the ground=sentire tutto intorno
To sue=citare in giudizio
Go out of business=fallire
Pay raise/rise= aumento di stipendio
Sell o = svendere
Get away with= farla franca
Bear market= ribassista
Phrasal
Make a deal= fare un accordo
Get down to= scendere a
Set up=impostare
Take on= assumere
Be sacked/hired= essere licenziato/assunto
Sticking point=punto critico
Breakthrough=svolta
Look down on= trattare inferiormente
Turn on=start operating
Make o = leave quickly
Pay o = lavoro ripagato
Switch up/o = potenziare e depotenziare
Issue a …= emettere
Takeover=rilevare
Run a company= dirigere azienda
Join forces=unire le forze
Chair a meeting= presiedere riunione
I was called in by him =chiesto di fare qualcosa
Catch up with= fare qualcosa che si deve
Picked up= ricevere
Step in for= prendere il posto di qualcuno
Put in a good word= mettere buona parola
Stick up for each other= supportarsi a vicenda
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-a nancial investment such as a bond or share = securities
-a part of a company's pro ts paid to the owners of shares = dividend
-when a company is unable to pay debts = bankruptcy
- the di erence between the price of a product and the cost of producing it = pro t margin
-money which people or organizations put into business to make a pro t = investment
- the money a business makes before payment to the government= pretax pro ts
-a description of what is likely to happen in the future = forecast
-the capital that a company has from shares rather than from loans = equity
-equal parts into which the capital or ownership of a company is divided = shares
-a period of time when an economy or industry is doing badly and employment decreases =
recession
-a nancial market in which prices are falling = bear market
-money risked when a business owns a part of another company = equity stake
-people who deal in shares and bonds = traders
-an amount of money paid into a bank account or held in a bank account, especially when it is
-earning interest = deposit
-money that one person, organization, country, etc. owes to another = debt
10) CUSTOMER SERVICE
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compensa on=compenso
complaints=denunce/contestazioni
guarantee=garanzia
refunds= rimborsi
TO GO OUT OF BUSINESS
CRISIS MANAGEMENT - DAMAGE LIMITATION
STAFF TURNOVER
THE PROBLEM WAS “PUT DOWN TO” = BLAMED ON
CARRY OUT (DO/PERFORM) AN AUDIT
PAY RAISE/PAY RISE
workout an action plan =creare un piano
role-play a crisis= inscenare una crisi
nd out= scoprire/capire
write down and circulate your programme= scrivi e fai circolare il tuo programma
disclose= divulgare
set up= impostare (set up a team= costituire una squadra)
action plan= piano d’azione (implemented the action plan)
admission of liability =ammissione di responsabilità
contingency plan = piano di emergenza
damage limitation
information ow
loss of con dence= perdita ducia da consumatore (we su ered a loss)
press release= comunicato stampa (issue a press release=emettere)
speed of response= velocità risposta alla crisi
legal action=azione legale
press conference= conferenza stampa (hold a)
cope with= fronteggiare
12) VOCABULARY MERGER AND ACQUISITIONS
BUSINESS BRIEF
HOSTILE BID/FRIENDLY BID
BIDDER IS UNDERVALUING ITS SHARES
MINORITY STAKE/INTEREST – MAJORITY STAKE
TO ACQUIRE – ACQUISITIVE – ACQUISITIONS
PREDATOR – PREY
GROUP-CONGLOMERATE-COMBINE
DIVERSIFIED
SYNERGY (COMPANIES OFFER MORE SHAEHOLDER VALUE TOGETHER THAN THEY WOULD
SEPARATELY)
DIVESTMENT AND RESTRUCTURING
ALLIANCE – JOINT VENTURE = COMPANIES COLLABORATING ON A SPECIFIC PROJECT
MERGER = COMPANIES COMBINE AS EQUALS
COMPANY CULTURE
VAUNT – BOAST
DUE DILIGENCE
INTELLECTUAL PROPERTY
SHOWSTOPPERS-DEALBREAKERS
FLAGGING
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mergers= fusioni (two or more companies joining to form a larger company)
bids= o erte (o er money for shares in a company
MBO=management buyout)= (when a company’s top executives buy the company they work for)
joint venture= a business activity in which two or more companies have invested together
takeover/acquisition= getting control of a company bu buying over 50% of its shares
bid= o er money for shares in a company
stake= money risked or invested in a companyprovide= fornire
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11) VOCABULARY CRISIS MANAGEMENT
(reject a bid=ri utare un’o erta)
make an acquisition/a merger)
(target a company= società obiettivo)
(launch a bid= lanciare un’o erta)
(take a stake=prendere una quota)
set up a joint venture
sell= vendere (sell a stake)
mergers= fusioni
caucus= comitato/riunione vertici
cadre= schema/ quadro
doubling= raddoppiare
stake= quota
shareholder= azionista)
swap= scambio
threats= minaccia
handled= gestire
disclosed= divulgato
issued= rilasciare
decidedly= con decisione
deicisivly= in modo decisivo
get away with= farla franca
digress= divagare
VOCABULARY (+)
Tweak
make small adjustments to
adding weight to something —> supporting the idea
deploy —> introduce, launc
at scale —> producing large numbers
hub-and-spoke system —> delivering outward from central locations rather then delivering
in long delivery routes
mini-depots—> small storage areas for holding packages
subdivisions—> areas of a town or city
LINKERS – CONNECTOR - “DISCOURSE MARKERS”
VOCABULARY
entrepreneurs= imprenditori
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cri cal mass= massa cri ca
MoroccoEnglish.com
1. Addition
Transitions
Examples
9 In addition,
9 Moreover,
9 Besides,
Altruism or selflessness means caring about
others. In addition, It refers to the person’s
sacrifice for others.
Altruism or selflessness means caring about
9 As well
others. It refers to the person’s scarifice for
9 too
others as well .
Moreover - Besides - Besides this - Also - Furthermore – In addition – as
well – too ….
2. Example / Clarification
Altruism or selflessness means caring about
9 For example
9 For instance
others . For example , a poor person, who helps
9 To illustrate
needy people, shows the value of altruism
For example – For instance – To illustrate - In others words – Namely -
3. Concession and Contrast
9 However
9 Nevertheless
9 Despite this
Although Skydiving is so dangerous and
expensive, I want to try it .
Î I want to Skydiving although it’s
dangerous and expensive
-Despite the risks of Skydiving, I want to try it.
9 Despite
-Many people still smoke in spite of knowing
9 Inspite of
smoking is bad for their health.
Although - Even though - though – However – Nevertheless – Despite –
Inspite of - Yet - Still - Whereas - While .
Important rules :
Although + subject + verb …..
take o = decollare
entrepreneurial air= uto imprenditoriale
employee= dipendente
employer= datore di lavoro
employ=assumere
locate= individuare
I’m standing in for..=sto sos tuendo
take over= rilevare
back o of = fare marcia indietro
closeup= chiudere momentaneamente
close down= chiusura de ni va del business
turned down= ri utato
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set on to = imposta su per
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9
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+ noun
+ pronoun ( My/ his/her / … )
+ gerund
+ ( the fact that + subject + verb )
4. Cause and Effect :
9 As a result,
9 Consequently
9 Because of this,
9 Because
9 Since
9 For
He spent all his time on Facebook . As a result,he
failed the Bac exam .
- The weather was bad. Consequently, the
plane was delayed
--The plane was delayed, because the weather
was bad .
--The plane was delayed, since the weather was
bad .
T he plane was delayed because of the bad
weather .
9 Because of …
9 Due to …
As a result – Because of this - Consenquently - Because – Since – For ..
Due to – because of - …
Skydiving is so dangerous and expensive.
However, I want to try it .
9 Although
9 Even though
9 Even if
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‰ Despite
‰ In spite of
5. Purpose :
9 In order to
9 So as to
9 To
9 So that
9 In order that
The student is doing his best in order to pass the Bac
exams with high grades.
--The student is doing his best so as to pass the Bac
exams with high grades.
The student is doing his best, so that he passes the
Bac exams with high grades.
In order to – so as to – to – in order that – so that – so as not to ….
6.
Summary: in conclusion - to conclude- in summary- to sum up- in briefin short- on the whole- on balance- all in all …….
Example: I like enjoy playing football. I like to go swimming and cycling. To sum up,
I am fond of sports .
take on= assumere
bring in= introdurre
speed up= accelerare
slow down= rallentare
industrial dispute= controversia industriale
ll out= compilare
applica on form= modulo di richiesta
take along= portare con sé
be sacked= essere licenziato
hired=assunto
supervice= supervisionare
tasks-focused
NEGOTIATIONS
going smoothly = andare liscio
sticking point= punto critico
deadline= scadenza
deadlock=situazione di stallo
leave the table without a deal (empty-handed)
bottomline position = posizione di fondo
dead end= senza uscita
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set for something= prepararsi per qualcosa
EMAILS OF COMPLAINT
1. I’m writing in CONNECTION with the negative ATTITUDE of a member of your sta .
2. I hope that you will deal with this MATTER promptly as it is causing me considerable
INCONVENIENCE.
3. The equipment I ordered has still not been DELIVERED, despite my phone call to you last
week to say that it is needed URGENTLY.
4. Although you advertise yourself as a top-quality brand, the product I PURCHASED was well
below the STANDARD I expected.
5. I am writing to draw your ATTENTION to a PROBLEM in your customer services section.
6. I would APPRECIATE it if the faulty goods could be REPLACED as soon as possible.
7. I wish to complain in the strongest possible TERMS about the TREATMENT I received from a
member of your sta .
8. I believe that I am ENTITLED to an immediate REPLACEMENT.
9. I am writing to express my strong DISSATISFACTION with the goods I RECEIVED this
morning.
10. UNLESS I receive the goods by the end of this week. I will have no choice but to CANCEL my
order.
11. I am writing to COMPLAIN about the QUALITY of a product I purchased on-line from your
website.
12. I insist on a full REFUND; otherwise, I will be forced to take the matter FURTHER.
1. to write in connection with something.
2. to need something urgently
3. to take the matter further
4. to demand a full refund
5. to draw somebody’s attention to something.
6. to be below the expected standard
7. to complain in the strongest possible terms
8. to express strong dissatisfaction with something.
9. to demand an immediate replacement
10. to cause somebody considerable inconvenience.
EMAIL
I’m writing to ask whether
I’am writing in reply to your advertisement
I would be grateful if you could send me
I enclose my CV
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the amount of money which a business obtains (in a year) from customers by selling goods or
services = annual turnover