Tapescript: When you make a presentation, the first step is to plan it. You should start by thinking about your audience - who they are, what they know about the subject and what they expect from you. Think also about what their attitude will be about you. Will they be interested, enthusiastic, cooperative or perhaps critical? Are you presenting to a group from your own culture or to people of different cultures? All these factors will influence the way you approach the presentation. If possible, try to visit the room where you’re going to give the talk. Check the equipment and make sure your voice carries to the back of the room if you don’t use a microphone. Look at the seating arrangement and make sure they are what you want. You also want to feel relaxed and comfortable when you’re presenting. You’re now ready to prepare what you are going to say. Stage one is the opening. A good opening is essential as you will be nervous and you need to grab the attention of the audience. You start by introducing yourself and then you use a technique to get the audience’s interest. We call this the hook which focuses the audience’s attention on what you’re saying. You can do this in various ways. You can: ask a question; use a famous quotation; use a striking visual image; appeal directly to the audience’s interests and needs. Once you have the audience’s attention, you should tell them the structure of your presentation. You give them a map of the talk, with signposts along the route, so they know what you will cover in your talk. After the opening and a brief introduction of your subject, you come to the main body of your presentation. Then you have a conclusion during which you summarize the key points, and give your final opinion and recommendations. After that, it’s the question and answer session. Task 2 1. this week 2. (project) manager 3. 3 (parts)
1 4. (some) photos 5. 30 minutes Tapescript: Hello, everyone. First of all, let me thank you for coming here today. I’m aware that you’re all busy preparing for the annual meeting this week, so I really appreciate you taking the time to be here. For those of you who don’t know me, my name is Gordon Selfridge .Let me just write that down for you. Ok, I’m the project manager in charge of the Bak Tower building project in Dubai. This morning I’d like to update you on the current status of work at the construction site. The information I give you today should help you with planning your next steps. I’ve divided my presentation into three parts. I’ll start off by showing you some photos of the building site and discussing the progress we’ve made since January. Then, I’ll move on to the problems we’re facing with our local suppliers. I’ll end with some ideas for reducing labor costs that we’ve been looking into. My talk should take about 30 minutes. Please feel free to interrupt me at any time with questions. Oh and don’t worry about taking notes. I’ll be handing out copies of the Power point slides. IV. READING Task 1 1. Half a day 2. to reinforce their image 3. company employees 4. build stronger teams 5. customers and the media Task 2 1. connect with 2. the information 3. background 4. senior executives 5. 30% HANDOUT 2 UNIT 2: CORPORATE CULTURE III. LISTENING Task 1 1. England, America
2 2. Interruptions 3. the agenda 4. prepare well Tapescript: It’s important to be serious in a work situation. They don’t mix work and play so you shouldn’t make jokes as you do in England and America when you first meet people. They work in a very organized way and prefer to do one thing at a time. They don’t like interruptions or sudden changes of schedule. Punctuality is very important so you should arrive on time for appointments. At meetings it’s important to follow the agenda and not interrupt another speaker. If you give a presentation, you should focus on facts and technical information and the quality of your company’s products. You should also prepare well, as they may ask a lot of questions. Colleagues normally use family names, and titles – for example ‘Doctor’ or ‘Professor’, so you shouldn’t use first names unless a person asks you to. Task 2 1. problems 2. normal 3. bad impression 4. eye contact 5. personal space Tapescript: Now, looking at the differences between the groups, you can understand there are often problems when they do business together because they have a different idea of what is ‘normal’. Let me give you a few examples. People in Linear-active and Reactive cultures think punctuality is normal. So they think a Southern European who arrives ten minutes late is rude. But in Multi-active cultures it’s normal to be unpunctual. Another example. An American asks a Japanese a question. The Japanese doesn’t reply so the American asks another question. The Japanese is surprised. In a Reactive culture like Japan’s, long pauses in a conversation are normal. In the other two cultures long pauses are uncomfortable, so someone speaks to end the silence. To work together without problems, people need to understand their differences. If they don’t, they may get a bad impression of the other culture. Another difference is eye contact. For example, a southern European talking to a Japanese doesn’t understand why the Japanese doesn’t look at him but at the window behind him. The Japanese is uncomfortable because the southern European looks at him directly. The reason? In Multi-active cultures there’s a lot of eye contact. In Linear-active cultures less, and in Reactive cultures very little eye contact at all.
3 The last example I’ll give you is people’s different sense of personal space – that’s how close you stand to the person you’re talking to. In Linear-active and Reactive cultures people stand further away from each other. In Multi-active cultures they stand much closer. IV. READING Task 1 1. implicit assumptions 2. economic performance 3. strength 4. success 5. financial results Task 2 1. flexibility in a job 2. age of technology innovations 3. the potential for advancement 4. your reputation 5. designated amount of time HANDOUT 3 UNIT 3: CUSTOMER SERVICE III. LISTENING Task 1: Listen to a phone conversation about computer repair and answer the questions with NO MORE THAN 3 WORDS.
1. three weeks ago2. ran out3. (infected with) virus 4. one technician
5. No (, it isn’t.) Tape script:Phone Recording: Hello and thank you for calling computer technical support.Caller: Uh, yes, I have important to us, and we will answer your call in the order that it was received. You are number 47 in the queue Technical support: Jason, speaking. How can I help you?Caller: Oh, I'm saved. I thought I was going to have to w problem?Caller: Yeah, well, I bought one of your laptop computers about three weeks ago, but it just isn't runn say, but your computer is no longer under warranty. [What?] It ran out yesterday.Caller: What? A three-week w support: Okay, okay, what seems to be the problem?Caller: Well, first of all, the thing always freezes [Yeah.] an support: Uh, sir . . .
Caller: ... and I think the computer's infected with spyware and the big banana trojan virus... [That's normal.] Th 4 biggest concern.Technical support: Oh, oh, uh, sir...Caller: ... and plus there was a ton of preinstalled, third-part I'm at wit's end trying to get this thing to work. Technical support: Sir. I have to put you on hold. Caller: What?
Technical support: It's going to take us a minute or so to diagnose the problem. [Huh?] I'm going to transfer you to our ONE technician.Caller: One... one!? But...Phone Recording: Thank you for waiting. Your call is important to us. You are number 84 in the queue. You approximate waiting time is 2 hours, 17 minutes or whenever we get around to answering your call. Task 2: Listen to a short talk about customer reviews and fill in the blanks of the summary with NO MORE THAN 3 WORDS. 1. negative2. (corrective) steps 3. concerns4. too much detail5. complaints Tape script:Ok negative reviews. What do you do? So, it is important that you do reply to that negative review. Replying shows that the business isn't just sweeping their problems under the rug. They're actually taking corrective steps to make sure that situation doesn't happen again. Remember, this isn't just the one person who wrote the review that you're applying to, anybody who comes across that review is gonna see a response. How do you respond to negative reviews? Number one, you want to make sure you apologize and sympathize with the customers’ concerns. You want to make sure that they feel hurt. Number two, throw in a little bit of marketing. You can actually take that situation and spin it, so that your future customers will see that whatever negative experience happens is not the standard for the business. Number three, keep it short and sweet. You don't want to go into too much detail. A rule of thumb is three sentences that should be plenty of time for you to get your point across. As a side note, make sure you don't mention the business name. You don't want that negative review to be showing up whenever people are looking for that business online. Number four, and this is probably the most important one is to make sure that you provide that customer with someone offline that can handle their complaint. This will prevent a lengthy public back- and-forth between the customer and the business. Check out this great example. So with this response, the business actually took the time to acknowledge that customers’ complaints. They threw in a little bit of that marketing dimension earlier, and they gave them a contact in the real world that they could take their complaint to. And look at what happened afterwards. That customer came back to the business, had an awesome experience and then updated that review. That is how you respond to a negative review. IV. READING Task 1: Read the passage and fill in the gap of the summary with NO MORE THAN THREE WORDS from the text. 1. free repair 5 2. refund 3. similar value 4. loss in value 5. compensation for damages Task 2: Read the passage and answer questions with NO MORE THAN FIVE WORDS from the text. 1. 28 million2. destroyed brands (companies)3. get products back4. a strategy5. three HANDOUT 4 UNIT 4: NEGOTIATION III. LISTENING Task 1 1. price 2. 20/twenty 3. June 4. half 5. 2/two Tapescript: Extract 1: Man: OK. Let’s go over our objective again. What do we really want from this deal? Woman: Well, price is the main issue I’d say. We want Pierre Luci to supply us with top quality men’s wallets but we don’t want to pay the prices he lists in his catalogue. Man: I agree. They’re too high for our market. Their wallets will never leave the shop. So we need to get a substantial discount from him at least 20%. Woman: Yeah, we should be able to do that. There’s a recession in Italy at the moment. Money is tight so he’s not in a strong bargaining position. Man: Exactly. But he won’t admit that. Extract 2: Man 1: If you can give us a discount of 25% for our first order, we can accept a later delivery date. Say: the end of June. But we understand it won’t be easy for you to get a new range of wallets for us by then.
6 Man 2: 25%? Ha. I’m afraid that’s far more than we usually offer new customers even for a store like yours which I know is very prestigious. We could possibly send half of your order by that date. Would that help? Man 1: It certainly would as the peak buying months are July and August. Let’s come back to the discount later. Extract 3: Man 1: Normally, we only supply on top of your range of wallets in 2 colors: black and brown. Most customers ask for those colors. If you wanted other colors…. Man 2: Wait, you mean the wallets would be even more expensive. Man 1: Well, we’d have to charge a little more. Task 2 1. represent 2. China 3. marketing 4. non-negotiable 5. cost Tapescript: Mike: Alright, Lisa. Maybe we should jump right into things here. Lisa: Yeah, right. So as I said Mike, we would love the chance to represent Sigma in Asia. And for us that means a deal that include all of Asia. Mike: I see. Well, that might be … Lisa: Yeah. So what this means is that we have your products moving through our entire distribution network, including China. Mike: Well, Lisa. OK. I know you want to talk about China. But first, we need to lay out some cost issues on the table. We’re going to need to work out an arrangement in sales staffing and marketing amongst other things. Lisa: Well, for sure Mike. We can definitely go over some ideas there. I get that staffing and marketing are important considerations. Mike: Yeah, very important on our end. Lisa: But I have to say that the scope is pretty much non-negotiable for us. For this to work, we need all of Asia. I mean if there’s no China, no deal.
7 Mike: No China, no deal huh? OK, I get what you’re saying here Lisa but it’s not a simple issue for us. Going on into China means we have to get out of an existing partnership, a good one at that. And you know, we’ve been taking a long hard look at the costs involved here. Lisa: Well, OK. As long as we’re talking money; I honestly believe Sigma has a lot to gain here. We got a solid footing in China, and our sales there are really good, not to mention the rest of Asia. You've seen the numbers. Mike: For sure, I have. And yeah, they are impressive. But we’ve been looking at a few of different possibilities for Asia. And finding right deal means finding a partner we can work well with. IV. READING Task 1 1. conflict management and resolution 2. merits 3. interests and motivations 4. brainstorming session 5. objective criteria 6. an agreeable outcome Task 2 1. information 2. make concessions 3. unsatisfying 4. satisfy your needs 5. more powerful HANDOUT 5 REVISION: UNITS 1 - 4 III. READING 1. happy 2. make good business decisions 1. 5 3. show of hands 2. needs and challenges 4. big changes 3. calling customers 5. demo the feature 4. continuous monitoring, a full-time moderator 5. After an unpleasant experience
IV. LISTENING 8 HANDOUT 6 UNIT 5: BANKING LISTENING Task 1: 1. savings 2. purchases 3. checks/cheques 4. balance 5. transferred 6. interest 7. certificate of deposit 8. one year 9. student loan 10. currency
9 Tape script: Yesterday, I went to a bank to open up a savings and checking account. I deposit about $300 every month in my savings account to save money for major purchases or for a rainy day when I have unexpected expenses. My paycheck is deposited directly into my checking account, and I write out checks to pay my bills. My checking account is free if I maintain a minimum balance of $25 in the account. I also have about $100 automatically transferred from my checking to my savings account on a monthly basis. The accounts earn very little interest, but it's better than earning nothing. Therefore, I also have a certificate of deposit that earns a higher rate of interest, but I can't withdraw the money from the account for one year. Actually, I need money because I'm planning on taking out a student loan to pay for college tuition. Also, I rent a safety deposit box at the bank and store my valuables there including important documents, some coins and jewelry, and the deed, or ownership record, to my house. Finally, I can exchange my money into the currency of other countries, or I can buy traveller's checks before I depart on a trip. Task 2: 1. manage and protect 2. three 3. the balance 4. ATMs and banks Tape script Hi, I'm Stephanie Chisholm with Wells Fargo Company. Today we're discussing the advantages and considerations of credit cards and debit cards. Both types of cards when used responsibly can make it easy and convenient to manage and protect your spending. They are similar in some ways, such as allowing you to make purchases online, by phone and at millions of retail locations. But they also offer distinct features and benefits that set them apart. You should understand what each card does, so you can decide if one or both are right for you. When using a debit card, the funds will always come out of your checking account. You can sign for purchases like a credit card, or use your personal identification number PIN at ATMs or participating retailers. With a debit card you can make purchases up to your assigned daily dollar limit. Credit cards give you the flexibility to make purchases but you have to be mindful of your credit limit by paying back the balance on your credit card, helping you to build a good credit history and have access to other sources of credit when you need it. Good credit is important to secure financing when buying furniture, a computer, a car or even a new home. But using credit cards irresponsibly by going over your credit limit or missing monthly payments can harm your credit ratings. Debit cards offer the convenience of getting cash back at most retailers. Both debit and credit cards allow you to get cash back at ATMs and banks, but when you get a cash advance from your credit card account, it is normally subject to a higher interest rate than purchases. However, both types of cards may incur a fee. Both cards
10 give you the option of transferring funds between accounts linked to your account. Both cards can also be helpful in keeping track of your spending habits and can be effective tools in helping you manage your money and achieve your financial goals when used responsibly. I. READING Task 1: 1. access 2. transactions 3. overdraft 4. identification 5. balance Task 2: 1. controlling your spending 2. annual fees 3. keep cost low 4. a complex layer 5. prepaid debit card
