Инфоурок Другое Другие методич. материалыМетодическая разработка по иностранному языку «Business English. Introductions».

Методическая разработка по иностранному языку «Business English. Introductions».

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Методическая разработка по иностранному языку

«Business English. Introductions».

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

ВВЕДЕНИЕ

Сегодня под обучением понимается такая организация учебных занятий, которая предполагает создание под руководством педагога проблемных ситуаций и активную самостоятельную деятельность обучающихся по их разрешению, в результате чего и происходит творческое овладение профессиональными знаниями, навыками, умениями и развитие мыслительных способностей, что доказывает актуальность данной работы.

Цель создание методической разработки состоит в том, чтобы  изучить и систематизировать материал по использованию современных педагогических технологий и выбрать наиболее оптимальные  для достижения педагогических целей. Для реализации программы ФГОС III поколения и подготовки конкурентоспособных выпускников системы среднего профессионального образования необходимо внедрение инновационных образовательных технологий.

В связи с интенсивным развитием сотрудничества с другими странами за последние десятилетия в настоящее время изучения делового английского языка является неотъемлемой  частью для формирования грамотного специалиста-делопроизводителя.

Любая форма делового сотрудничества предполагает постоянный обмен информацией, и деловое письмо по-прежнему остается самым доступным и надежным источником для передачи информации.

Английский язык является одним из основных языков делового общения.

В настоящее время для выпускников необходимо не просто знать основной курс английского языка, а так же интенсивно изучать деловой английский, что значительно повысит их значимость на рынке труда.

В развитых европейских странах существуют определенные правила представлений себя и своей компании. Очень важно правильно представиться, сложив о себе достойное первое мнение, так как именно по нему у коллег складывается впечатление о деловом партнере.

Оптимально давать данную тему на втором курсе, в рамках изучения профессионального модуля.

Учитывая способности группы можно варьировать объем самостоятельной работы учащихся, уровни сложности заданий.

 

 

 

 

 

 

 

 

 

 

Introductions of people and company.

 

1. Sally Kent is the editor of Business Monthly magazine. She introduces Simon Hastings to two other people. Listen and fill in the gaps in the table below.(аудиозапись №6)

 

A

B

C

D

Sally Kent

American

Editor

Business Monthly

 

Simon Hastings

British

…………………..1

………………......2

Alessandra Bonni

…..Italian…3

……………4

…SAP…….5

Akiko Takajima

………………6

………………7

………………8

 

2. What expressions do A. B, C, D use to make introductions? Listen again and fill in the gaps(аудиозапись №6).

 

A: Alessandra, .............................1  you to my colleague, Simon Hastings.

B: How …………………………?2  Pleased to …………….. 3 you.

C: How ……………………………..4 ?"

B : Do you work here, Alessandra?

C: No, I work for SAP. I'm a consultant. …………………….. 5 my colleague Akiko Takajima.

D: Nice ………………………………………………………………. 6

B: Nice …………………………. 7 , Akiko. Where are you from?

D : I'm from Osaka, in Japan.

B: Where do you work?

D: I work for SAP in Frankfurt. I'm a ………………………… 8 And you?

B: I'm . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 here at Business Monthly. Sally's my boss.

 

Company facts

 

LANGUAGE NOTE

Giving a talk

 

1 Presenting the structure of a talk (представление структуры речи)

 

 

I am here to talk about / give a presentation on

. . .я здесь,чтобы рассказать о/представить…

 

The subject of my talk is . . .

 

Предмет моего разговора…

The talk is in (three) parts.

 

Речь состоит из (3) частей…

The first

Second  part looks at / is about . . .

Last

 

Первая

Вторая             часть освещает/о…

Последняя

 

 

2 Introducing each point (представление каждого пункта)

 

Right / first / now / finally ...

Итак/для начала/теперь/в завершении

Let's start with / let's look at / let's talk about . . .

Давайте начнем с/давайте посмотрим на/давайт поговорим о…

 

 

3 Ending (завершение)

 

Do you have any questions?

У вас имеются вопросы?

Thank you.

Спасибо

 

Listen to the extracts from the presentation and fill in the gaps(аудиозапись №10 b).

 

1.My name is Sarah James and I'm ......................... to give a ........................ . presentation on the ......................... .

 

2. The ........................................... of my presentation is about the company structure of Pizza Hut ( U K ) . The second part ........................ . . the present activity of the company in the U K and in the

......................... I want to ......................... ......................... our future plans.

 

3. ………………………………………….. the structure . .......... ............... ......................... with the parent company.

 

4. Now, . . . .. . . . . . . . ........... ............... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . our present activity.

 

5. Do you ................. ........ any . . . . . . . . . . . . . . . . . . . . . . . . . ?

 

Introduction of the company

 

1. Reading

 

1. Swatch group – group of 16 companies

2. Swatch - quartz mechanism - only 51 parts (most other watches more than 150)

3. The founder- Nicolas G Hayek Senior

4. New collection with more than 150 watches in four ranges twice a year.

5. 50 production centers – in Europe: France, Switzerland, Italy, Germany – in Asia: Thailand, China, Malaysia

6. Most famous product – Swatch watch

7. Plans- components for telecommunications industry in future

8.The group-sell-25% of the world’s watches

9.Swatch-cheap, from $35

10.Companies in group include Omega, Tissot, Calvin Klein, Swatch, and Flick Flack-watches and watch components

11.Headquarters-Biel, Switzerland

12. Future plans-components for entire Swiss watch industry and companies outside Switzerland

13.Annual sales-118 000 000 watches

14.Omega-luxury watches, Tissot and Calvin Klein – middle of the range, Swatch and Flik Flak-basic watches.

 

2. Make a short presentation on the Swatch Group using this information and the

language from the Language Note below.

 

LANGUAGE NOTE

 

Presenting a company

 

Structure and location

The company / group is called . . .

 

Компания/группа компаний называется

It is a (French) company, based in (Paris).

 

Это (французская)компания, основанная в (Париже)

It has factories / production centres / subsidiaries in . .

 

Имеются заводы, производственные центры, дочерние компании в…

The Chairman / CEO (chief executive officer) / founder / owner is . . .

Председатель,исполнительный директор,основатель,владелец…

 

It employs (200) people / It has (200) employees.

Нанимают (200) человек/ имеет (200) сотрудников…

 

2 Products and customers

 

Their main activity is . . .

Их основная деятельность…

The main products / customers are . . . and . . .

Основные продукты/покупатели…и…

 

3 Results and future plans

 

The annual turnover is ($30 million) with profits of ($2 million).

Годовой оборот (30млн $) с прибылью (2 млн $)

The company is successful because . . .

Компания успешна благодаря…

We plan to . . .

Мы планируем…

 

 

3. Now prepare a short presentation on your company or a company you know.

Use the expressions in the Language Note and the headings below to help you.

 

Name ………………………………………………………………………..

Activity ..........................................................................................................

Location .........................................................................................................

Em ployees .....................................................................................................

Products ..........................................................................................................

Production ......................................................................................................

Future plans ................................................................................... ................

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

What are the main differences in the way that people from different cultures behave? Some are given below.

 

Greetings and introductions

 

Level of formality is one area where cultures differ, and you often notice this on first contact with another person.

 

Study the formal (F) and informal (I) versions below.

 

Greeting

F: Good morning. My name is Linda Taylor. It's a pleasure to meet you.

I: Hi! I'm Linda. Nice to meet you.

 

Introduction

F: Feng, I'd like to introduce you to Olivia Dubois. Olivia is our Public Relations Officer.

I: Feng, this is Olivia. Olivia handles all our contacts with the media.

 

Some cultures move quickly to first names, others continue to use titles and surnames(= family names) for many years as a sign of respect. If in doubt, start

formally and use whatever the other person has on their business card. They (or you) might then say:

Please call me ... .

 

Punctuality

For some cultures it's very important to be on time (=punctual). For others it's OK to be a bit late.

If you are late, apologize fully and blame it on the traffic or parking.

I'm so sorry, the traffic was really bad this afternoon.

Directness

If people say exactly what they think, they are direct. If they are more careful with their language, they are indirect. Both sides have good reasons.

Direct people say it's easier to do business when everyone knows your real opinion. They think that indirect people hide their true feelings and so can't be trusted.

Indirect people want to maintain harmony and avoid confrontation. They don't want the other person to 'lose face'(= be publicly embarrassed). When they

disagree, it is done diplomatically. They think that direct people are rude.

 

The best solution in a new culture is to follow the

example of the people you are with.

Here are some examples of direct (D) and indirect (I)

language:

0: Can you help me?

I: 1 wonder if you could help me?

D: That will be very difficult.

I: That's not going to be easy.

D: Can I open the window?

I: Would you mind if I opened the windozv?

D: No, that's not right.

I: Really? Are you sure?

 

Meals

Having a meal together is one of the best ways to break down barriers between cultures. And one of the best topics of conversation is ... cross-cultural

communication! Other safe topics are: food and drink, the city you are in, the history of the other country, and the current economic situation. A 'taboo' topic is one you must not talk about - obvious examples are party politics and jokes about the other person's religion or culture.

In some cultures a working lunch where you continue to talk business is normal, in others it isn't. An evening meal, however, is nearly always a purely social occasion.

 

Humour

Humour (being funny) sometimes travels across cultures. It's OK to tell a funny story at dinner that doesn't offend anyone(= make them angry and upset).

And laughing at yourself is a good way to put the other person at ease. However irony can be dangerous and is often misunderstood.

Body language

 

Here are some physical actions that some cultures do

more than others:

• Shake hands in the office every morning.

• Kiss someone on one (or both) cheeks.

• Make gestures(= head, arm and hand movements),

wave your arms in the air, etc.

• Make/Not make strong eye contact.

• Slap someone on the back.

• Smile/Not smile.

• Stand close, and sometimes hold an arm.

 

1. Find the English equivalents in the text:

Называйте меня…_________________

Рабочие отношения_________________

Я бы хотел представить Вам.. _________________

Рад встречи_________________

Смущаться_________________

Стыдиться_________________

Говорить о делах_________________

Пожимать руки_________________

Расслабиться_________________

 

2.Underline the correct words in italics.

1 Try to have good working relations/relationships with people from other cultures.

2 My name is Aga. It's pleasant/a pleasure to meet you.

3 Bjorn, I'd like to introduce/present you to Sergey.

4 My name is Josephine, but please call me/say Jo.

5 Avoid making people lose face/lose their face.

6 It's not very nice to be in a situation where you are embarrassed/have shame in public.

7 It's OK to speak/talk business at a working lunch.

8 Laughing at yourself can put the other person at

ease/make the other person easy.

9 Irony is often mistaken/misunderstood.

10 Some people judge you by how firmly you shake

hands/ shake the hands.

 

3. Match the cultural issues in the box with the comments below.

eye  contact  humour  punctuality  titles  maintaining harmony  working lunch

1 A business contact in Japan took me out to dinner in Tokyo. I asked the waiter about the dish of the day. The waiter told me, and I said, " No, I don't like that." My Japanese host looked horrified.' -________________________________

2 We just grabbed a few sandwiches from a place round the corner and went back to the office.____________________________

3 When I worked in London I found that people used to make jokes in the middle of a business meeting – that just doesn't happen in my country.________________

4 We were supposed to start at 9am, and I got there ten minutes early. They were only just opening the building - the lights weren't even on.____________________

5 He leant forward and stared at me in silence for several seconds like he was looking into my soul or something. I felt very uncomfortable._________________

6 A German colleague once told me that over there a senior male university teacher with two PhDs could receive emails that begin 'Herr Professor Dr Dr Schmidt'. I wonder if it's true?_____________________________________

4. Complete sentence b) with one word so that the meaning is the same as sentence a).

1 a) American business people are usually very relaxed and friendly - not at all official.

b) American business people are usually very informal.

2 a) Indirect people disagree politely and sensi tively.

b) Indirect people disagree d_________

3 a) Jokes about people's race are offensive and should not be told.

b) Jokes about people's race are t___________

4 a) Italians are famous for their head, arm and hand movements that show their feelings.

b) Italians are famous for their g____________

 

CVs and resumes

 

Meet some unknown words and phrases.

 

Applicants-заявители

Application-заявление

closing date-закрытие данных

cover letter-сопроводительно письмо

entry-level – начальный уровень

experience - опыт

qualifications - квалификация

position-должность

rate-ставка

reject-отклонять

updated – обновлять, менять

vacancy-вакансия

 

The word 'CV' is used in Europe, the word 'resume' in the US. A CV has to be personalized and there are many internet sites to help you do this: go to a search engine and type 'CV' or 'resume' followed by 'examples' or ' template' or 'tips'.

 

Structure

 

Online recruitment sites and individual companies often have their own specific application forms. However if you do need to produce your own CV, here is some general information to help you.

• Many people put a summary at the top which is quick and easy to read and introduces the whole CV.

 

Here is an example:

Currently working as a marketing assistant, I am now looking :

for wider experience and new challenges. With my creative problem-solving approach and excellent interpersonal skills, I feel that I would make a good Marketing Manager. I have extensive knowledge of marketing strategies in the mobile communications industry.

 

• Typical sections of the CV, in order, might be:

 

Personal Data(личная информация),

Professional Experience(профессиональный опыт),

Skills(навыки),

Other Interests(увлечения),

Education(образование),

References(рекомендации).

 

• Within the Professional Experience and Education sections use reverse date order(= most recent first).

• Here is an example that shows the first few lines of the Professional Experience section of the CV of an IT Project Manager:

 

PROFESSIONAL EXPERIENCE

[May 20xx - now] Project Manager for IT projects at Ricobank, a Portuguese financial group (www.ricobank.pt). My job involves planning and controlling a wide variety of projects in the Information Technology area. As team leader I also coordinate the work of four team members.

Detailed list of projects at Ricobank:

• [November 20xx - now] Assessment of the data quality of the bank's customer database.

• [June 20xx - now] Implementation of a system to score customer loans according to defined risk criteria.

 

1Notice how a general description of the current job is followed by more details as bullet points. Previous jobs would simply have the general description without

further details.

In the body of your CV remember to focus on achievements (things you have donel rather than personal qualities which cannot be proved (I am a team player, I work well under pressure, etc). You can mention personal qualities in the summary, cover letter and interview.

For the Skills section you can list technical skills, management skills, people skills, language skills, etc. For the Other Interests section you can list a few things like sports or travel.

For the References section many people simply write: Available upon request.

 

Cover letter

When you apply for a job, your CV will often be accompanied by a cover letter. The structure should be something like this:

1 Say that job you are applying for and where you saw the advertisement.

I am writing to apply for the position of ... advertised on the ... website/ in ... magazine.

2 Introduce yourself, referring to your experience.

I have been working in the ... industry for five years and over this time have gained wide experience in .... I believe this makes nie an ideal candidate for the job.

3 Describe how this particular job is right for you. Refer to your CV. Use a few key words from the advertisement.

As you can see from my CV, I have a strong technical background in ... I perform well in a results-driven environment, and I am a good team player. With my proven track record in financial control 1 feel that I could make a strong contribution to strategy and planning at Alpha International.

4 Give your availability.

1 am available for interview at any time, but my preference is for late afternoon due to my current work commitments.

 

Complete the sentences with the words in the box. Not all the words appear opposite.

 

Apply, applicants, application, closing date,  cover letter,entry-level, experience, qualifications, position ,rates, rejected, updated, vacancy

 

 

1 At the bottom of this job description it says 'Previous applincants need not apply'. I suppose that means your CV has already been looked at and ___________

2 Employers always want people with lots of ________but how do you get it in the first place? I suppose you have to find an ___ job, but they are not very well paid.

3 I've filled in dozens of ___________ forms, but no-one has called me for interview.

4 This candidate looks promising - their _________· include an MBA from INSEAD.

5 Look at this ad for an Office Administ rator. It's only a temporary position but it says here 'good _________of pay'.

6 I've just___________ my CV. Can you have a look at it and give me some feedback? It needs to be done soon -the _____ for applications is this Friday.

7 There's a great job on this job search website. It says at the bottom 'Please_____ by email with________ and full CV'. I'm going to do that.

8 The word__________ is a formal way of saying 'job'.

The word_______ means 'a job that is available'.

 

Complete this cover letter (sent as an email) with

the words in the box.

Attached challenges involved background candidate high-pressure interpersonal notice reference running

 

 

I`m writing with 1 reference  to your advertisement on the job search website. My 2

__________ is in operations management in the hotel sector and I am currently Assistant Operations Manager at a prestigious hotel in Geneva. I support the OM in ensuring the smooth day-to-day 3 ______________ of the hotel.

As you can see from the 4 _________ CV I have wide experience in hotel booking systems, collecting payments and handling money, managing housekeeping staff, and buildings maintenance. I am also actively 5___________ in the organization of events. weddings and private dining on a weekly basis I work well in the 6___________ environment of a busy hotel and have excellent 7____________ skills.

I feel I would be an ideal 8__________ for this position as I am ready to move up to manager level and look forward to the new 9 ________that the increased responsibility will bring.

I am available for interview at any time, but require some advance 10____________ in order to arrange my work shifts.

I look forward to hearing from you.

Celine Perez

 

Meet some unknown words and phrases.

 

interview - интервью

job application – письмо о приеме на работу

knowledge - знания

to look forward to ждать с нетерпением

permanent -постоянная

reference –рекомендации

shift - смена

skill - навыки

staff - персонал

advertisement - объявлние

apply - ходатойствовать

attach - прикреплять

available - доступный

deal  with - иметь дело с

degree - степень

duty - обязанность

education - образование

 

This is a list of typical questions and answers during a job interview. Match questions and answers. There may be more than one answer for each question.

 

Questions

1 What are your qualifications?

2 What school did you attend?

3 Tell me about your experience.

4 What work experience have you got?

5 What are your duties?

6 What experience have you got in this field?

7 Do you speak any foreign languages?

8 What are your computer skills and what programs can you use?

9 Why do you want this job?

10 What interests you about this job?

 

Answers

a  I am familiar with all the main computer programs.

b  I have a good knowledge of computers.

c  I think this job will improve my skills.

d  I want to get experience in this field.

e  I have a diploma in accountancy (and a degree in Economics).

f  went to ITC Pascoli in Milan and got my diploma 3 years ago.

g  I worked for an import-export company called BC Ltd. from 2008 to 2010.

h  I have several years of office experience.

i  I am responsible for/My duties are entering data into the computer and preparing statistical reports.

j Yes, I can speak English fluently.

 

Now imagine you have applied for a job as a shop assistant in a music shop in London.

Complete your interview with the missing words and phrases.

 

Interviewer: Good morning and welcome.

You : (1)____________________________________________

I: I'd like to ask you a few questions. Let's start with education. What (2 )__________qualifications?

You: I (3 )____________________________________

I: Fine. And (4)________________ in this field?

You : I (5)__________________________

I: Can you tell me about your computer (6)________________ ?

You : (7)_________________________

I: That's great. Now, you can speak good English, but can you speak any other (8) _____________________?

You: (9) I __________________________

I: I see. Now, one last question. Why (10)______________________ ?

You: (11)________________________

I: OK. That's all for now. Thank you for coming. We'll contact you soon .

You: Thank you very much .

 

Phone calls

When you work in a company, a lot of your work is done over the telephone, so being able to speak over the

phone is a fundamental skill in business.

 

The start of the call

This is the time to create a friendly yet business-like atmosphere. Starting in a professional way gives a good image and helps to build trust.

 

Check it's a good time

This shows that you are thinking about the other person's needs.

  • I know you're very busy. ls this a good time to talk?
  • Are you busy? I can call back later if you're in the middle of something.

 

Small talk

A few lines of social conversation helps to develop a good relationship.

  • How's everything over there in Madrid?
  • I heard about .... That's great news!

 

Have an agenda

 

Establish the direction of the call right from the start.

  • Did you get my email? l'm calling because I think it's easier at this stage to sort things out(= deal with things successfully) over the phone.
  • 1 think there are three things we need to discuss. The first thing I want to talk about is ... and the second is ...
  • Do you have anything you would like to add?

 

Set a time limit

 

Again, this shows that you are thinking about the other person's needs.

  • I`m calling to talk about ... It should take around 15 minutes. Do you have the time now?
  • Do you have five minutes to go through(= look at carefully) tile agenda for next week's meeting?

 

The middle of the call

 

This is the main part of the conversation and of course depends on each particular call. However there are three techniques that are always useful.

Ask questions

Use questions to focus the conversation and explore alternatives.

  • What are your reasons for thinking that?
  • So what exactly is the main issue here?
  • Instead of ... why don 't we ... ?
  • What if we ... rather than ... ?

 

Summarize

 

Do this at regular intervals. Check details by referring to any notes you make during the call.

  • I just need lo make sure I understand everything you've said.
  • So what we've agreed so far(= up to now) is ...
  • Perhaps I could summarize what we've said so Jar - to make sure! understand everything.

 

Email to confirm details

 

This is to double-check that you both understand the same thing.

I'll send yo11 an email to confirm the details.

 

The end of the call

At the end of the call the following language areas will be useful.

Show that the call is finished, the word Right is a good way to signal the end of a topic or of the whole conversation.

  • Right. I think that's all.

 

Confirm the key details

  • So, I'll find out more about the likely costs, and you'll speak to Monique and let me know what she thinks. Is that right? Was there anything else?
  • So, we're meeting next Thursday at 2pm at your office.
  • Before that I'm going to ... and you're going to ... OK?
  • Have I left out(= not included) anything?

 

Thank the other person

Thank the other person for their time, help, call, enquiry or order. Note: Thanks for calling or Thanks for your call but NOT Thanks fur your calling.

 

  • Well, thank you very much for taking the time to explain things.

 

Refer to future contact

 

Look forward to the next time you contact each other.

1 look forward to hearing from you in the first week of April.

If I need to get in touch before then, what's the best time to call?

 

Leave a good feeling

Finish with a line of social English. Refer to any pieces of small talk from earlier in the conversation.

  • Have a GOOD weekend, and give my regards to John.
  • Enjoy your holiday! It sounds like it's going to be a lot of fun.
  • Have a good time at the theatre this evening.
  • Nice talking to you. Bye.

 

Match an item on the left with an item on the right to make phrases for the end of a call.

an email to

let me know as

Have I left  

Thank you for        

look forward to   

the best time 

give my     

going to be a                                                                                                            

                     taking the time

confirm the details

lot of fun

regards to Sue

soon as possible

out anything

hearing from you

to call

 

 

Look at this list of typical sentences used when speaking on the phone and fill in the gaps with

sentences from the box.

Right. I'll give him your message

I'm sorry but the line is busy.

Thank you. Goodbye.

Can I speak to Jack Barnes, please?

 Would you like to leave a message?

 Yes, please. I'll hold.

 

Receiver

 

Brown Ltd , good morning. Can I help you?

Just a moment. I'll put you through.

I'm sorry but Mr Parker is not in the office.

2________________________________

3________________________________

Wou ld you like to hold?

5________________________________

Right. I'll get him to call you back.

All right. I'll tell him that you called.

Thank you for calling. Goodbye.

Caller

 

Good morning. This is Ted Lee from Kelly & Sons.

1______________________________________

Yes, please. Can you ask him to call me back,please?

4______________________________________

It's OK, thanks. I'll call back later.

6______________________________________

 

Listen to a phone call and complete it with the missing words and phrases.

 

Operator: (1)_________________ . Delta Limited . Can I help you?

Karen Mills: Ah, yes, good morning. (2)_______________ Karen Mills from Jenkins Marketing. (3)_____________ Jan Dixon, please?

Operator: Good morning Mrs Mills. (4)_________________ I'll put you through ... I'm sorry, Mrs Mills, but (5) _______________ Would you like to hold or (6)__________________ ?

Karen Mills: I'll leave a message. Can you ask him to (7)_______________ , please? I'd like to ask him a few

questions about his last order.

Operator: No problem. I'l l ____________________(8) to call you back as soon as he's free.

Thanks (9)________________ . Goodbye.

Karen Mills: Thank you (10)__________________.

Tom White works for a company called Scott Bikes. He calls one of his customers, Action Sports, and asks to speak to Alice Ellis. The operator connects him but then says that the line is engaged. He says he'll call back later. Complete the dialogue.

 

Operator: Good morning. (1)________________________.

Tom White: Good morning (2) ________________________.

Operator: Just (3)_____________________ . I'll (4)_________________... I'm sorry (5) ______________ . Would you   

like(6)

Tom White: It's (7)__________________________________________.

Operator: OK, Mr White. I' ll tell Mrs Ellis that (8) __________________

Tom White: Thanks.

Operator: Thank you for (9)_______________________

Tom White: (10)_______________________________.

 

Write the dialogue following the instructions.

Operator: (Answer the phone. The name of your company is Martins Electronics.)

_____________________________________________________________________________

Henry Pa lmer: (Greet. Say your name. You work for Olsen Ltd. You want to speak to Matt Russel!.)

_______________________________________________________________________________

Operator: (Ask him to hold. Put Matt Russell through.)

______________________________________________________________________________

Henry Palmer: (Thank him.)

______________________________________________________________________________

Matt Russell: (Greet Mr Palmer. Ask him how he is.)

______________________________________________________________________________

Henry Palmer: (You are fine, now ask him.)

_____________________________________________________________________________

Matt Russell: (You are fine. Ask him what you can do for him.)

_____________________________________________________________________________

Henry Palmer: (You want to fix an appointment for the next month. Suggest Wednesday 18th)

Matt Russell: (You are busy. Suggest Friday 20th.

____________________________________________________________________________

Henry Palmer: (Accept. Ask him morning or afternoon.)

_____________________________________________________________________________

Matt Russell : (Suggest 9 in the morning in your office.)

____________________________________________________________________________

Henry Palmer: (You have another appointment at 9. Suggest 11.)

_____________________________________________________________________________

Matt Russell: (Accept. Repeat the details of the appointment.)

____________________________________________________________________________

Henry Palmer: (Confirm. Thank. Say goodbye.)

____________________________________________________________________________

Matt Russell: (Thank. Say goodbye.)_________________________________

 

 

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