ЗМІСТ

Передмова / Introduction 4

1. Part 1. Business correspondence 5

2. Part 2. Telephoning. 20

3. Part 3. Effective presentation 28

 Передмова / Introduction

Методичні рекомендації з ділової англійської мови для студентів напряму

підготовки «магістр», які вивчають курс ділової англійської мови з початкового
рівня.

Студентам для опрацювання запропоновані наступні теми:

1. Business correspondence
2. Telephoning.
3. Effective presentation

Кожна тема містить вступну теоретичну частину , вокабуляр, вправи для

засвоєння матеріалу та завдання для самостійної роботи студентів .

В процесі роботи над темою студентам рекомендується:

1. ознайомитися з теоретичним матеріалом

2. засвоїти активно вживану лексику до поданої теми;
3. виконати письмово вправи
4. самостійно підготувати власні документи, діалоги з заданих тем, усні
доповіді з обраних тем ( за спеціальністю) у формі презентації
 Part 1. BUSINESS DOCUMENTATION.

BUSINESS COMMUNICATION

Vocabulary

1. advertising-реклама
2. business communication- ділове спілкування
3. consumer behaviour- поведінка спроживача
4. customer relation – відносини зі споживачем
5. CV (curriculum vitae)- резюме
6. memorandum – службова записка
7. report- доповідь
8. to encompass- охоплювати
9. to promote( а product) – просувати (продукт)
10.word of mouth – усна реклама

Business Communication (BC) is communication used to promote a product,

service, or organization.
It encompasses a variety of topics, including Marketing, Branding, Customer
relations, Consumer behaviour, Advertising, Public relations, Corporate
communication, Reputation management, Interpersonal communication and Online
communication. It is closely related to the fields of professional communication and
technical communication.
In business, the term communications encompasses various channels of
communication, including the Internet, Print (Publications), Radio, Television and
Word of mouth.
There are several methods of business communication, including:
-Web-based communication - for better and improved communication, anytime
anywhere ...
-video conferencing which allow people in different locations to hold
interactive meetings;
-Reports - important in documenting the activities of any department;
-Presentations - very popular method of communication in all types of
organizations, usually involving audiovisual material, like copies of reports, or
material prepared in Microsoft PowerPoint or Adobe Flash;
-telephoned meetings, which allow for long distance speech;
-forum boards, which allow people to instantly post information at a
centralized location;
-face-to-face meetings,
-business correspondence which includes different kinds of business letters,
faxes, e-mails, memorandums (memos), curriculum vitae (CV).
Exercise 1. Answer the following questions.

1. What is business communication?

2. What does it encompass?
3. What is BC closely connected to?
4. What channels of communication does it include?
5. What methods of BC do you know?

BUSINESS DOCUMENTATION.

Business documentation includes different kinds of business letters, faxes, e-

mails, memorandums (memos), curriculum vitae (CV).
Business letters include all kinds of commercial letters, Letters of Credit (L/C),
invoices, Bills of Lading (B/L), Bills of Exchange or drafts, letters of insurance,
orders, letters of shipment, letters of delivery, offers, letters of complaint, replies to
those of mentioned above, etc.
A business letter should be as short as possible, intelligible, polite, and its
language must be simple.
Rules and traditions of correspondence vary in time but some basic principles
of a commercial letter remain unchanged.
A private business letter is written by hand, each paragraph begins with an
indented line. But if a letter is sent by an organization it is typed on the form of this
organization. In this case it is not necessary to use indented lines.
A letter can be typed on the organization’s form. Any form has its letter-head
printed typographically. The letter-head bears the name of organization or firm,
sending this letter, its address, address for telegrammes, telephone, fax. If you do not
use the form, write your address (as a sender) on the upper right side of the letter. Do
not indicate your name here, it will follow your signature. Ukrainian names of foreign
trade organizations are not translated into foreign languages. They are written with
Latin letters using English transcription. Your telephone number may be written
below.

Exercise 1. Answer the following questions.

1. What does business documentation include?

2. What kinds of business letters are there?
3. What rules for business letters writing do you know?
 A BUSINESS LETTER.

Business letters typically contain the following features (although they may not all
appear in the same letter):
 opening and closing greetings
 stating the reference at the beginning of the letter
 requesting
 explaining the reason for writing
 thanking
 enclosing documents
 apologizing
 expressing urgency
 confirming
 ending the letter

Parts of the Business Letter

Heading. The heading consists of three lines in the upper right corner of your
stationery or on the left, depending on which form you use. The first line gives
your street address or route number. It also has your apartment number, if you have
one. The second line gives your city, state, and Zip Code. You may spell out the
name of your state, use the standard abbreviation, or use the Postal Service
abbreviation. The third line gives the month, day, and year.

Inside Address. The inside address usually consists of four lines. The first line gives
the name and possibly the business title of the person who will receive the letter.
The second line consists of the name of the company or agency, if any. The third
line contains the person's or the company's street address or postal box number.
The fourth line gives the city, state, and Zip Code. To be consistent, refer to the
state here by the same method you used in your return address.

Salutation. The salutation is the greeting. In it, capitalize the first word and all nouns.
If you do not know the name of the person to whom you are writing, use Dear Sir
or Madam. Use the name of the reader if you know it, without the initial. If you do
not, write Dear Sirs to a company. Dear Sir to a man. Dear Madam to a woman or
Dear Sir or Madam if you do not know the sex of the reader. Place a colon after the
salutation.

Body. The body of the letter contains the paragraphs that state your business. Leave
an extra line of space between the salutation and the first paragraph. Start a new
paragraph for each new idea or subject. Leave a line space between each paragraph.
Do not break words at the end of a line.

Signature. The signature is, of course, your name. Always write it in longhand, even
 if you type your letter. Place your signature under the complimentary close, and be
sure to write your full name. If your letter is handwritten, print your name under
your signature. If your letter is typed, type your name under your signature. Be sure
to leave enough space in which to write your name.
WRITER’S NAME AND TITLE (and position in the company, if appropriate ). A
man uses the title Mr. The title Mrs shows that a woman is married; Miss shows
that she is unmarried; Ms shows only that she is a woman.

Here is some of the language typical of business letters.

1. Opening and closing greetings

If you don’t have a contact name:

Dear Sir or Madam
Yours faithfully

If you know the name of the person:

Dr Mr Jones
Mrs
Miss
Ms
Yours sincerely

If you know the person as a friend or close business colleague:

Dear James
Best wishes/Regards

2. Stating the reference at the beginning of the letter

You can start with either:

Subject: ______________
Reference _______________
Re: _________________

or an expression like:
With reference to ...
I thank you for your letter of 1 July.
Further to our telephone conversation, ...

4. Requesting

I would be grateful if you could ...

I would appreciate it if you could ...
Could you please ...? (more informal)
4. Explaining the reason for writing

I am writing to inform you that/apply for/request, etc. ...

5. Thanking

Thank you for ...

We were very pleased to ...

6. Enclosing document

Where other documents are included with the letter, you can say:
Please find enclosed/attached ...

7. Apologizing

I regret that ...

I am afraid that ...
I am sorry that ...
I apologize for ...

8. Expressing urgency

... at your earliest convenience

... without delay
... as soon as possible

9. Confirming

I am pleased to confirm that ...

I confirm that ...
This is to confirm that ...

10. Ending the letter

I look forward to ...

I am sure that ...
I hope ...
See you soon. (informal)
 Abbreviations Used in Letter Writing
The following abbreviations are widely used in letters:

asap = as soon as possible

cc = carbon copy (when you send a copy of a letter to more than one person, you use
this abbreviation to let them know)
enc. = enclosure (when you include other papers with your letter)
pp = per procurationem (A Latin phrase meaning that you are signing the letter on
somebody else's behalf; if they are not there to sign it themselves, etc)
ps = postscript (when you want to add something after you've finished and signed it)
pto (informal) = please turn over (to make sure that the other person knows the letter
continues on the other side of the page)
RSVP = please reply

Here are some examples of business letters of different kinds.

Letter 1. APPLICATION LETTER.

May 28, 2010

The human resources & administration head
Inara Lightings, Ltd.
Abu Dhabi
United Arab Emirates

Dear Sir or Madam:

I am writing to explore the possibility of employment as Document Controller in your

reputable firm. I am a Computer Science graduate of the University of the Philippines,
Diliman, Quezon City. I bring with me several years of experience as information systems
analyst of leading companies that include Nissan Motor Philippines, Inc.

My strong computer skills, knowledge of modern word processing software, and

project management tools are but some of the things that make me an asset to your
company.
Attached is my resume for your perusal. Should you require any further information, I
can be reached at 632-555-1234 (during regular business hours), or at 632-555-6789
(during regular business hours).

Sincerely,
(signed)
ANGELA TANAMA
Letter 2. REQUEST LETTER.

Baisy Clifford
3400 Chelsey Road
Quantico, FU 78451
Stenley Brothers
6539 71th Street
Los Angeles, LA 84733
27th January, 2010

Dear Sir,
We have seen your advertisement in the Business Weekly Journal, and we shall
appreciate it if you will send us more detailed description of your cameras. We
should also like to know the discounts that you provide.
Our company specializes in distributing cameras in Italy. For your information we
may add that our company was established five years ago. If your goods meet our
requirements, and we receive a favourable offer, we will be able to represent your
cameras in Eatsern Europe.
We are looking forward to your reply.

Yours faithfully,

R. Stenley
Export-Import Manager
Letter 3. LETTER OF RESERVATION.

Tangerang, 17th December 2010

The Personnel Manager

Peninsula Hotel
Jl. Jatinegara Barat 112
Jakarta Timur 10252

Dear Sir,

I should like to book a single room with bath for the nights of 25th, 26th, and 27th
December 2010. I expect to arrive in Jakarta about afternoon on 25th December.
But, as I am sure you appreciate, flights are often delayed and I may not reach you
until much later. I should prefer a room with a view over the sea.

Would you please let me know whether you have a suitable room available and how
much my stay will cost.

I look forward to hearing from you. Thank you.

Yours faithfully,

Hendar Sukerja

Exersice 1. Write 2 own letters of any type.

10
 Curriculum Vitae (CV)

Curriculum Vitae (CV) is a summary of a person’s life story showing details of

education and qualification.

A CV contains in brief all information about you that is relevant for the job: personal
information, education, work experience etc. The CV shows what qualifications
and experiences you have that make you an ideal candidate for the position.

Structure and Content

Personal Information
name, address, phone number, email, nationality, date of birth

Summary of Qualifications (where appropriate)

Work Experiences (current experiences first)

period of time, company name and address, position, brief description of your
responsibilities and achievements

Education and Training (current experiences first)

period of time, name of institution, qualifications

Further Information
other skills (e.g. foreign language skills), additional information that may support
your objective and qualifications

Put work experiences before education/training. Employers often just skim CVs, so
it's better to put important things first. For the same reasons you may even want to
include a summary of qualifications at the beginning of your CV.

CV or Resume?

Sometimes the terms CV (Curriculum Vitae) and resume are synonymous, although
people in the UK normally use the term CV, not resume. In the USA, a resume (1-2
pages) is not as long and detailed as a CV, which is usually required when applying
for a position in an academic field.

11
Name Henry George Whitfield
Address 22 Collier Lane
Horsham
Leeds LS3 6PT
Telephone 01532 27963
Date of birth 18 February 1974

Education
1983-92 Southfield High School, Leeds
1993-6 Nottingham University
BA English and Sociology
Languages Fluent French
Computing skills Microsoft Word
Work experience Working with disablet chidren in Botton Village, a
Aprill 1996 to community care centre near Jork.
present time
1994-5 Secretary of the university climbing
club, led a team to the Pyrenees.

July 1992- Lived in Paris, Worked as a porter in

May 1993 a children’s hospital. Acquired
excellent French language skills.

October 1990- Worked at weekends as an assistant

June1992 in a chemist’s shop.

Interests Travel, cinema, working with children, climbing.

12
Exercise 1. Complete the sentences about him below with suitable verbs in the correct
tense.

a Henry _____________________ in 1974.

b He __________________________ in the village of Horshat near Leeds.
c He _______________________ English and Sociology at university.
d He __________ French when he _____________ in Paris.
e He __________ with disabled children since April 1996.
f He __________ climbing and going to the cinema in his free time.
g When he was at school he ___________ to work in a chemist’s at weekends.

The CV
Exercise 2. Archie Wong’s CV has got mixed up in the word processor. Rearrange
the items in the right order by matching the headings ( 1 - 11 ) with the information
( a - k ).
1 Name a) English, French, Cantonese
2 Date of birth b) British
3 Nationality c) Theatre, military history, squash
4 Marital status d) Loopers and Kylebrand, Chartered
Accountants, 1988-91
Gabstock and Thring, Chartered Accountants
1991-94
5 Education e) Assistant General Manager, Kazoulis
Communications
6 Qualifications f) Archibald Wong
7 Experience g) 8 September 1967
8 Current position h) MA in Politics and Economics 1988
Member, British Institute of Chartered
Accountants 1991
MBA 1995
9 Responsibilities i) General management of the company
Objective of 25% growth per year over the
next four years
10 Languages spoken j) Single
11 Leisure interests k) Oundle School, UK, 1980-84
Keble College, Oxford, 1985-88
INSEAD, Fontainebleau, 1994-95

Exercise 3. Write your own CV.

13
Fax and e-mail.

A fax is a facsimile copy of a document transmitted by normal telephone lines to another

fax machine. Fax is becoming very common in business: in Japan and the USA, there
are more fax machines than telex machines. A fax is not normally a legally binding
document.

Electronic mail, also known as email or e-mail, is a method of exchanging digital

messages from an author to one or more recipients.
E-mail Guidelines

E-mail: Inbox
To: All members of staff

From: Jennifer Ranford <[email protected]>

Date: 9 September 2012

Subject: E-mail Writing Guidelines

Please note and follow the guidelines below concerning the writing of company e-mail messages.

1. Subjects
Give the message a subject/title. E-mail messages without a subject may not be opened because of a fear of
viruses and especially note that it is very easy to forget to type this important information.

2. Subject contents
Keep the subject short and clear but avoid such headings as:
‘Good News’, ‘Hello’, ‘Message from Mary’. These headings are common in messages containing viruses.
Short but specific headings are needed,
e.g. Order No. 2348X
Delayed Shipment
Laboratory Equipment Order

3. Greetings
Start the message with a greeting so as to help create a friendly but business-like tone. The choice of using
the other name versus the surname will depend on who you are writing to. If you have communicated with
the receiver previously and he/she is at a similar level to you, then the use of the other name would be
appropriate. If the receiver is more senior to you, or if you are in doubt, it would be safer (particularly in the
first communication) to use the person’s surname/family name together with a title,
e.g. Dear Mr Smithson, Dear Ms Stringer.

It is also becoming quite common to write the greeting without a comma,

e.g. Dear Miss Lawson
e.g. Dear KK

4. Purpose
Start with a clear indication of what the message is about in the first paragraph.
Give full details in the following paragraph(s).
Make sure that the final paragraph indicates what should happen next.
e.g. I will send a messenger to your office on Tuesday morning to collect the faulty goods.
e.g. Please let me have your order by the beginning of the month.

5. Action
Any action that you want the reader to do should be clearly described, using politeness phrases. Subordinates
should use expressions such as 'Could you...' or ' I would be grateful if...'. Superior staff should also use

14
 polite phrases, for example, 'Please...'.

6. Attachments
Make sure you refer, in the main message, to any attachments you are adding and of course make extra sure
that you remember to include the attachment(s). As attachments can transmit viruses, try not to use them,
unless you are sending complicated documents. Copy-and-paste text-only contents into the body of the e-
mail. If you use an attachment, make sure the file name describes the content, and is not too general; e.g.
'message.doc' is bad, but 'QA Report 2012.doc' is good.

7. Endings
End the message in a polite way. Common endings are:
Yours sincerely, Best regards, Best wishes, Regards,
If you did not put a comma after the greeting at the beginning of the message, then do not put a comma after
the ending either,
e.g. Best wishes
e.g. Regards

8. Names
Include your name at the end of the message. It is most annoying to receive an email which does not include
the name of the sender. The problem is that often the email address of the sender does not indicate exactly
who it is from, e.g. [email protected]

Please follow these guidelines with all e-mail messages that you send.

Kind regards
Jennifer Ranford
Human Resources Manager

Exersise 1.Janet Cooper wants to go to Spain on holiday with her family. She decides to
fax the receptionist at the Hotel Plaza in Alicante to see if they have the accommodation
she requires.
Read Janet’s fax and study the form of it. She will get all the information on one page.

FAX TRANSMISSION

15
From Janet Cooper
To Hotel Plaza, Alicante
For the attention of Receptionist
Page 1 of 1
Date (Today’s date)
To fax No 00 34 6 527 15 02
From fax No 01923 285446

Message

I would like to reserve some rooms at your hotel. We are arriving in Alicante on 28 July.
We hope to stay for ten nights leaving on 7 August. My husband and I would like a
double room, preferably with a balcony. Our two teenage daughters require a twin room.
We understand that all your bedrooms are en-suite. Could you confirm this? Is it
possible to have rooms with a sea view? Please let me know if you have rooms available
for these dates. I would also be grateful if you could tell me the price of each room. I
look forward to hearing from you.

Yours faithfully

Janet Cooper

Now, you are the receptionist at the hotel. Write a fax reply to Janet.

 Thank her for her enquiry.

 Say you are pleased to confirm her reservation for the rooms she wants, and for
the dates she wants.
 Tell her that all the rooms have an en-suite bathroom, and all the rooms have a sea
view.
 The rooms are 21,000 pesetas per room per night.
 End the fax saying that you look forward to welcoming her and her family to your
hotel.
 Finish with Yours sincerely, Reception.
Exercise 2. Write the following heading in the right place on the fax below. One
heading is used twice.

Company From Position

Date Message Subject
Fax number Number of pages To

16
 FAX
Call if message is not clear
1 ................................................... 6 ...............................................
Deirdre Murphy Eurocomex Frankfurt
2 ................................................... 7 ...............................................
Personnel Manager 3 October 2000
3 ................................................... 8 ...............................................
Bantry Construction 2 ( including this one )
4 ................................................... 9 ...............................................
00 353 21 765203 19 October
5 ..................................................
Margret Schaffer

10 ...............................................
Dear Deirdre,
Sorry it’s taken me so long to reply to your fax. Last week I was with Kate in
Dublin and we had so many problems with the figures that I had no time to deal
with anything else ...

Part 2. TELEPHONING

SPEAKING OVER THE TELEPHONE (Pозмова no meлефонy)

WORDS AND PHRASES

telephone телефон
17
May I use your telephone? Дозвольте скористатися вашим
телефоном?
Не is speaking over (on) the Він зараз розмовляє по телефону.
telephone now.
The telephone is quite dead. Телефон не працює.
I can't get him on the phone. Я не можу додзвонитися до нього.
to telephone (to phone) smb, smth Дзвонити пo телефону кому-н.,
to ring smb up, to call smb up, call куди-н.
smb, to buzz smb (Am.)
call телефонний виклик, дзвінок
There is a call for you. Вам телефонують.
I’ll answer the call. Я підійду до телефону.
I’ll answer the telephone.
to make a call дзвонити по телефону
Where can I make a call? Звідки можна зателефонувати?
to give a call дзвонити по телефону
to give a ring
to give a buzz (Am.)
receiver телефонна трубка
to lift the receiver підняти телефонну трубку
to take up the receiver
to pick up the receiver
to replace the receiver покласти трубку, закінчити розмову
to hang up
to ring off
dial диск набору (на телефоні)
to dial (dialled Br., dialed Am.) набирати номер
I have dialled the number twice but Я набирав номер двічі, але
there is no reply. ніхто не відповідає.
dialling tone довгий гудок, вказуючий,що можна
набирати номер
to listen to dialling tone чекати гудка
ringing tone рідкі гудки, вказуючі, що лінія вільна
the line is free номер не зайнятий
the line is engaged (Br.) номер зайнятий
the line is busy (Am.)
engaged tone часті гудки (лінія зайнята)
number unobtainable tone гудок, вказуючий що нема зв’язку
a series of rapid pips серія частих сигналів
coin-box telephone телефон-автомат
telephone booth
box phone
switchboard комутатор
switchboard operator телефоністка

18
 trunk-call міжміськийтелефонний виклик
long distance call (Am.) синонім
subscriber абонент
Subscriber Trunk Dialling міжміський автоматичний
телефонний зв’язок
The city is not on STD з містом немає автоматичного
телефонного зв’язку
Telephone Directory Telephone Book телефонний довідник
to pause затримувати, робити паузу
digit цифра
to clear роз’єднувати (абонентів)
to disconnect
caller той що дзвонить по телефону
International Subscriber Dialling межнародний автоматичний
телефонний зв’язок
to connect (Am.) з’єднувати абонентів
to put a call through
I'm putting your call through З’єдную вас
to make a call through the operator подзвонити через телефоністку
charge плата за телефонну розмову

Exercise 1. Translate the following examples of the beginning of telephone

conversation into Ukrainian or Russian.
1.
A: Hello!
B: May I speak to Mr.Stock, please?
A: Speaking.
B: Good morning, Mr.Stock. This is Petrenko calling.
A: Good morning Mr. Petrenko.

2.
A: Hello!
B: Could I speak to Mr.Stetsenko?
A: Who's is calling, please?
B: This is Brown from the Foreign Office.
A: Thank you. I'm putting you through.
B: Stetsenko speaking.

3.
A: Ukrainian Ambassy. Good morning.
B: Good morning. Could you put me through to Mr.Klitny?
A: Sorry, the line is engaged. Can you hold on?
B: All right. Thank you.

19
 4.
A: Five-seven-three; one-nine-three-four.
B: Good evening. Can I speak to Mr.Jones. please?
A: Sorry. Mr.Jones is on the other line. Will you wait, please?
B: All right.
A: Sorry to have kept you waiting. I'm putting Mr.Jones on the line.
B: Thank you.
5.
A: Hello.
B: Hello. David Black speaking. May I have a word with Mr. Osipenko?
A: I'll see if he is in. (A minute later). I'm afraid Mr.Osipenko is out at the moment.
B: Could you take a message?
A: Yes, of course.
6.
A: Hello. This is Stakhiv from the Ukrainian Trade Delegation.Could you put me
through to Mr. Russell, please?
B: Hold on a moment, please. Sorry. Mr. Russell is not in now andhe won't be
back until late this afternoon.
A: Would you ask him to call me when he gets back?
B: Certainly.
7.
A: Number, please.
В: 437-8181. Can I have a personal call to Manchester 645-9302 with ADC, please?
A: Will it be on credit?
B: Yes, it will.
A: Who are you calling?
B: Mr. Smith.
A: Your number in Kyiv, please?
B: 555-4005.

Exercise 2. Read the conversation and do the following tasks.

Operator: Hello. Britex Ltd. Can I help you?

John Stevens: Yes. I’d like to speak to Karen Miller in Marketing.
Operator: Putting you through.
Operator: I’m sorry but the line’s busy at the moment. Can you hold on?
John Stevens: Yes That’s fine.
Operator: You’re through now, caller.
Karen Miller: Hello?
John Stevens: Hello Karen. This is John Stevens from Comtec.
Karen Miller: Who? Sorry, this isn’ t a very good line. Could you speak up
please?
John Stevens: Yes sorry. This is John Stevens from Comtes.
Karen Miller: Oh, hello John. What can I do for you?
John Stevens: Well, actually, I’m phoning about next week’s meeting.
20
Karen Miller: You mean the one on Thursday?
John Stevens: Yes, that’s right. Thursday the 24th at 9.30am.
Karen Miller: You don’t want to call it off, do you?
John Stevens: No, not at all. But we need to put it off for at least a week.
Karen Miller: Oh, why’s that?
John Stevens: Well. We’re having problems getting all the figures together.
Karen Miller: I see. Have you told Jack Ryan?
John Stevens: No, not yet. I haven’t been able to get through to him. I’ve left a
message but he hasn’t called me back yet.
Karen Miller: Fine. When were you thinking of?
John Stevens: To be on the safe side. why don’t we say the 5th or the 6th of
November.
Karen Miller: Just a minute. I need to check my diary. In fast I think the 5th
would be better for me. Same time?
John Stevens: Yes, that’s fine.
Karen Miller: And you’re sure you’re going to be ready by then? This meeting
is extremely important for us. You know that we are counting on
you.
John Stevens: Yes, absolutely. No question. We’ve never let you down before,
have we?
Karen Miller: No, true. Good. Well, see you on the 5th then.
John Stevens: OK.Tranks very much. Bye.
Karen Miller: Bye.

1) Complete this summary of the phone conversation.

John Stevens, who works for ... , phoned ..., who works for ... . He wanted to
change the date of their meeting originally arranged for ... because of ... . They
agreed a new date of ... but John still has to contact ... .

2) There are nine phrasal verbs in the telephone conversation. Put the following
verbs and particles together as you read them.

get off
put on
put up
hold down
call off
speak through
call on
let through
count back

3) Now, try and match them to the following meanings:

21
 return the call ...
wait ...
postpone ...
connect ...
cancel ...
make contact ...
fail/disappoint ...
depend on ...
talk louder ...

Exercise 3. Below you will find three jumbled exract from the openings of telephone
calls. Put each extract in the right order.

Call 1:
A: Just a moment, I’ll put you through.
B: It’s in connection with a new order.
A: Howard Engineering. How can I help you?
B: James Harvey.
A: I’m sorry, I didn’t catch your name.
B: This is James Harvey. Could I speak to Joshua Reynolds?
A: Could you tell me what it’s about?

Call 2:
B: The reason I’m calling is to try to fix a meeting early next month.
A: Not too bad. So, what can I do for you?
B: Fine, and you?
A: Storm speaking.
B: Leslie Taylor here. Is that you Max?
A: Sure is. How are you, Leslie?

Call 3:
A: Let me just get her diary ... Oh yes, on Wednesday at 10.00.
B: I’m not sure. The reason I’m calling is to discuss next week’s meeting.
A: Christine Matthews speaking.
B: That’s it. You see, I’ve got a bit of a problem.
A: I’m afraid Miranda’s not in today. Can I help?
B: This is Delia Forbes here. Can I speak to Miranda, please?

22
Exercise 4. Complete the dialogue with appropriate responses from the box.

all right; that sounds great; oh dear; what about you; please do;
fine; I’ve got that; I see

A: Gordon Murray speaking.

B: Hello, Gordon.This is Judy returning your call.
A: ____________. How are you?
B: ____________. ___________?
A: Not too bad. The reason I called you was we’re having problems with installation.
B: ____________. What sort of problems?
A: To be honest, I think we need one of your team over here to look at it.
B: ____________. How soon?
A: Well, could you make this afternoon?
B: Can you give me some idea of the problem?
A: It’s something to do with the pressure setting.
B: _____________. Anyway, I’m sure we’ll sort it out this afternoon.
A: _____________.
B: You’ve welcome. See you soon.
A: _____________. Bye.
B: Bye.

Exercise 5. Put these three endings of telephone calls into the right order.

Call 1:
B: You too.Bye.
A: A’ll be there. Have a good weekend.
B: Just about. So we’ll see you on Monday around 10.00?
A: So, I think that just about covers everything, don’t you?
A: Goodbye.

Call 2:
B: Thank you. I hope that’ll be before the end of the month.
A: Right. Thank you for getting in touch, Mr Peters. We’ll get back to you as soon as
we can.
B: Goodbye.
A: Excuse me. I’m afraid I didn’t catch your name.
B: It’s Peters, Martin Peters.
A: I should think so. Goodbye.

23
Call 3:
A: Thanks. Bye.
B: Yes. Have a good trip.
A: So, it was useful to talk to you and I’ll contact you on my return.
B: Of course. I won’t keep you any longer.
A: Thank you. Right, speak to you soon.
B: I look forward to that. In the meantime I’ll send you a copy of the contract.
A: I’m afraid I’ve got a plane to catch.
B: Goodbye.

Exercise 6. Study the following conversations and be ready to prepare your own
ones.

1. Hotel reservation

A: Centre Hotel. Good morning. Can I help you?

B: Good morning. I’d like to reserve a single room.
A: When are you arriving?
B: I am arriving on 28 July.
A: How long will you be staying?
B: I’ll be staying for ten days.
A: Could I have your name?
B: Victor Lavrov.
A: Just a moment Mr. Lavrov. I’ll check whether single rooms are
available for these dates? OK. You can have it.
B: But I’d like to have some more information about your hotel.
A: Oh yes, what would you like to know?
B: Well. I am arriving on business and I wonder if there is a business
centre in your hotel?
A: Yes. With all modern facilities.
B: OK. How far are your from the airport?
A: It’s a bit far. But don’t worry. There is hourly bus service to the airport
from our hotel.
B: Good. Could you tell me the price of the room?
A: Yes. Of course It costs $ 150. Besides, we can arrange breakfast for
you. It will cost $ 100 more.
B: What time’s breakfast?
A: From 8 to 10.
B: Good. It suits me perfectly. Could you confirm my reservation in a
written form?
A: Yes, of course. Can I have your fax number?
B: Yes. It’s 071-253 4686.
A: 071-253 4686 Thank you, Mr. Lavrov. We’ll be looking forward to
seeing you with us next week.

24
2. Making arrangements

Call:
A: Pearson and Brown. Can I help you?
B: This is Gerald Smith from Taylor & Sons. Could I speak to Mrs Phillips?
A: Just a moment, Mrs Smith, I’ll put you through.
C: Susan Phillips speaking.
B: Hello, Susan. This is Gerald Smith.
C: Oh hello, Gerald. How are you?
B: Fine. I’m just phoning to see if we could fix a meeting for next week.
C: Yes, of course. We’ve got to discuss next year’s order. Just a moment, I’ll get my
diary... Right, next week ?
B: Could you manage Tuesday?
C: I’m sorry. I’m out all day on Tuesday.
B: What about Friday then?
C: Yes, Friday in the morning would suit me fine.
B: Good, that suit me too. Shall we say 10 o’clock?
C: Fine. So 10 o’clock here then?
B: Yes, that’s probably easiest. Right, I look forward to seeing you.
C: Bye.
B: Bye.

Part 3. EFFECTIVE PRESENTATTION

25
 Presentation is the way in which thing is presented. Presentation is an effective
means if you want to introduce your company, product or project.
Presentation may be internal or external.
Internal presentation is usually given to colleagues in an office or in a
company.
External presentation is generally conducted for outside delegates or guests.

There are some important things to remember when giving a presentation.

Instructions for the presenter:

Before the presentation

 define the audience
 clarify the objectives/purpose
 plan the content
 design suitable visual aids
 control the length
 follow a clear structure: introduction, main parts, summary and conclusion.

During the presentation

 keep eye contact with the audience
 don’t rush (remember to pause)
 articulate clearly and project your voice.

To make the presentation more effective you should follow the distinct steps.
Introduction  Outline  main parts  1.
2.
3.
 Summary  Conclusion.
Introduction includes:

- greeting, name, position.

Language to use:
Good morning. My name’s ... . I’m the new Finance Manager. (for internal
presentation). Welcome to Standard Electronics. My name’s ... . I’m the Managing
Director. (for external presentation).

- title/subject,

Language to use:
I’d like to talk to you today about ...
I’m going to describe ...
I’m going to inform you about ...

26
The subject of my talk/speech/ presentation is ...

- purpose/objective.

Language to use:
We are here today to decide/to learn about ...
The purpose of this talk is to / update you on ...
/ give you the background to ...

- length

Language to use:
I shall only take ... minutes of your time.
I plan to be brief.

Outline / Main parts.

Language to use:
I’ve divided my presentation into three parts/sections. They are ...

Questions.

I’d be glad to answer any questions at the end of my talk.

If you have any questions, please feel free to interrupt.

To make your presentation smooth you should use the linking words.

To sequence/order your talk:

firstly ... secondly ... thirdly ...

then... next ... finally ...
let’s start with ...
let’s move on to ...
that brings us to ...
that covers ...
let’s get back to ...

To give reasons/causes:
therefore so as a result that’s why

To contrast the ideas:

but however

To compare:
27
similarly in the same way

To contradict:
in fact actually

To give examples:
for example for instance such as

Finishing the main part of your presentation, signal the end of it and
summarize everything you have said.

To signal the end.

That brings me to the end of my presentation.
That covers all I wanted to say today.
Before I stop/finish, let me just say ...

To summarize.
Let me just run over the key points again.
I’ll briefly summarize the main issues.
To sum up ...

To conclude.
In conclusion ...
I’d like to leave you with the following thought/ idea
As you can see, there are some good reasons ...

To close.
Thank you for your attention.
Thank you for listening.

To invite questions.
I’d be glad to answer any questions.
Any questions?

Company presentation has its own features. Following the procedures of

organizing the presentation you should include the information on the following:
1. Company history in brief.
2. Products manufactured / services provided:
- Main customers
- Turnover
- Main strength
- Current projects
28
3. Staff:
- Number of employees
- Locations ( head office, head quarters, branches, factories, etc. )

Presenting your company, don’t forget to mention the main strengths of it.
The following phrases will help you.

We produce high quality products.

We use the most advanced technology.
We are in close contact with the market.
We produce a wide range of products.
We invest a lot of money in research and development.
We have sales representatives all over the world.
Our prices are very competitive.
We are market leaders.

II.Essential vocabulary

1. presentation - презентація
2. internal - внутрішній
3. external - зовнішній
4. purpose - мета
5. visual aids – наочність(наочні засоби)
6. main part - основна частина
7. summary - підсумок
8. conclusion - висновок
9. eye contact - зоровий контакт
10. subject - тема(презентації)
11. linking words – слова -зв’язки
12. introduction- вступ
13. key points – основні моменти
14. to give examples- надавати приклади
15. greeting - привітання
16. give reasons - пояснення причин

III. EXERCISES.

Exercise 1. Complete this presentation introduction with words from the

29
 list.

Talk about look at points of view

questions brief finally
hear act as go along

Good afternoon and thank you for making the effort to be here with us today.
My name’s Rachel Rawlins and I’m responsible for public affairs.
What I’d like to do today is (a)____________ our recent corporate campaign. This
(b)____________ talk will hopefully (c)____________ a springboard for
discussion. I’m going to (d)____________ the corporate
campaign from three (e)____________: firstly, the customers; secondly, the financial
institutions; and (f)____________ , the shareholders. If you have any
(g)____________, just interrupt me as I (h)____________. Your point of view may
well be different, and we’d like to (i)____________ from you.

Exercise 2. Introductions can become repetitive. It’s important to have a choice

of words and expressions at your fingertips.

Use one of the following expressions to replace each of the expressions in

italics in this introduction.

don’t hesitate a chance I take care

I’m delighted sections go through
in more depth my purpose is divide

Good morning, ladies and gentlemen. It’s a pleasure (a) to be with you today. My
name’s Gordon Matthews and I’m in charge (b) of corporate finance at our
headquarters here in Brussels. We are here today (c) to review (d) some key
figures and to outline financial strategy over the next five years. So what I intend to
do is to break down (e) this presentation into three parts (f): first, the financial
review; second, the options facing us; and finally, the strategy I propose. If you
have any questions, please feel free (g) to interrupt me, but I should also say
there’ll be an opportunity (h) to discuss issues at greater length (i) after my talk.

Exercise 3. Link the ideas in these sentences by adding an appropriate word or

phrase.
1. That was a good meeting. (by the way ...)
Did I tell you about the match last night?
2. Our competitors are becoming stronger.
One of them, Falcon, has a joint venture with a Japanese firm.
3. I’ve divided this into two parts.
The issue of profit-sharing. The question of share option schemes.
4. This year we have lost market share.
We expect to remain our share in the market.
30
5. There are some vital factors to consider.
The risk of a take-over bid.
6. Falcon has reduced its costs by relocating.
We must consider cutting the cost of our premises.
7. We’ve had a difficult year.
We’ve still made a healthy profit.
8. We expected to lose money in the Far East.
This was our most profitable market.
9. The yen dropped against the dollar.
We made considerable profits on the exchange rate.
10. There have been some failures on occasions.
We have been very successful.

Exercise 4. Read the example of presentation (made by DSAU student).

Good morning Ladies and Gentlemen!

My name is Dmytro Puk and I am the marketing department manager of
Milkyland company. I would like to present the structure of our company.
The head office is located here in Dnipropetrovsk on Karla Marksa Street,
112. Milkyland has its factories in Dnipropetrovsk, Kharkiv and Lviv.

Factories of Milkyland company.

The company is headed by the president who sits on the board of Directors
and take the principal and managerial decisions. We have five subsidiaries in the
biggest cities of Ukraine Kyiv, Kharkiv, Lviv, Zaporizhzhya and Donetsk and over
20 shops. Company employs 3000 people in farms and shops. The products of our
company, as you already know, are distributed into 5 countries.
Our main competitors are «Zlagoda»,»Veseliy Molochnyk», «Funny», and
«Prostokvashino».
If all is clear, let’s look on some figures.
This pie chart shows the market share of our company in Ukraine.
Can everybody see that? Good
As you can see the Milkyland has 25 % of Ukrainaian market of dairy
products, «Zlagoda» 25 % too, «Veseliy molochnyk» 20 %, «Funny» 15 %, and
31
 «Prostokvashino» 15 %. We plan to increase the market share of our company to
30 % next year.

Next pie-chart shows the percentage of our production at different factories.

As you can see Dnipropetrovsk milk factory produces - 40 % of dairy
products, Kharkiv- 25% and Lviv-35 %.

My presentation come to the end, so, if you have any questions, please ask.

Thank you for listening.

Exercise 5. Make your own presentation using guidelines for effective

presentation.

По закінченню курсу ділової англійської мови, студентам

необхідно:

32
I. Підготувати такі види ділових паперів, як

- СV (резюме)
- 2 Business letter (ділові листи)
- Fax (факс)
- E-mail

II.Підготувати та усно репрезентувати власні діалоги за темами:

- Hotel reservation ( бронювання номера у готелі)

- Making arrangements (домовленість про зустріч)

III. Підготувати усну доповідь зі спеціальності у формі презентації.

Ділові папери та презентація мають бути підготовлені у друкованому вигляді на

білих листах формату А4 (шрифт 14, Times new Roman , одинарний інтервал )
підписані автором та складені в один файл.

Кожен студент повинен захистити свої письмові роботи.

33