EUGENIA IRIMIA BUSINESS COMMUNICATION TOPICS Second edition

Editura Fundaiei pentru Studii Europene Cluj-Napoca, !"!

E)ITURA *UN)A+IEI PENTRU STU)II EUROPENE St,- E.- de Ma,tonne n,- " Cluj-Napoca, Ro./nia )i,ecto,0 Ion Cuceu

ISBN "! #$%-$&$$-'%-# "% #$(-#$%-$&$$-'%-%

EUGENIA IRIMIA

BUSINESS COMMUNICATION TOPICS

SECON) E)ITION IMPRO1E)

Editura Fundaiei pentru Studii Europene Cluj-Napoca, !"!

Descrierea CIP a Bibliotecii Naionale a Ro !niei IRIMIA"# EU$ENIA Business Co unication Topics 2 Eu3enia I,i.ia4- Cluj-Napoca 0 Editu,a *unda5iei pent,u Studii Eu,opene Bi6lio3,ISBN "! #$%-$&$$-'%-# "% #$(-#$%-$&$$-'%-%

TAB%E OF CONTENTS TAB7E O* CONTENTS-------------------------------------------------------------------------------------------------------------& I- COMMUNICATING IN BUSINESS----------------------------------------------------------------------------------------# II- PRO*ESSIONA7 COMMUNICATION--------------------------------------------------------------------------------"8 III- T9PES O* COMMUNICATION----------------------------------------------------------------------------------------- ! I1- COMMUNICATION ST97ES--------------------------------------------------------------------------------------------- ' 1- A1OI)ING )ISCRIMINATION IN COMMUNICATION-------------------------------------------------%! 1I- E**ECTI1E 7ISTENING- T:E AU)IENCE---------------------------------------------------------------------%' 1II- PRESENTATIONS--------------------------------------------------------------------------------------------------------------%( INTERCU7TURA7 ASPECTS--------------------------------------------------------------------------------------------------'8 1III- COMMUNICATION AN) RECRUITMENT-------------------------------------------------------------------'( I;- <RITING EMP7O9MENT )OCUMENTS-----------------------------------------------------------------------8% T:E APP7ICATION 7ETTER---------------------------------------------------------------------------------------------------8% CURRICU7UM 1ITAE--------------------------------------------------------------------------------------------------------------8# ;- INTER1IE<S------------------------------------------------------------------------------------------------------------------------&' ;I- BUSINESS CORRESPON)ENCE---------------------------------------------------------------------------------------&# ;II- COMMUNICATION <IT: PARTNERS--------------------------------------------------------------------------$ ;III- BUSINESS 7ETTERS--------------------------------------------------------------------------------------------------------$& 7ETTER O* IN=UIR9 AN) REP79---------------------------------------------------------------------------------------$& 7ETTER O* COMP7AINT--------------------------------------------------------------------------------------------------------(" 7ETTER O* APO7OG9 AN) SETT7EMENT------------------------------------------------------------------------(& OR)ERS--------------------------------------------------------------------------------------------------------------------------------------($ E-MAI7 CORRESPON)ENCE--------------------------------------------------------------------------------------------------(( ;I1- COMMUNICATION INSI)E T:E *IRM0 MEMOS, MINUTES, REPORTS----------------#! MEMOS---------------------------------------------------------------------------------------------------------------------------------------#! MINUTES------------------------------------------------------------------------------------------------------------------------------------#& REPORTS----------------------------------------------------------------------------------------------------------------------------------"! ;1- BUSINESS REPORTS------------------------------------------------------------------------------------------------------"!& ;1I- BUSINESS MEETINGS--------------------------------------------------------------------------------------------------"" P7ANNING AN) STEPS O* A MEETING----------------------------------------------------------------------------"" MANAGEMENT AN) STRATEGIES O* A MEETING-------------------------------------------------------""$ ;1II- NEGOTIATING IN BUSINESS-------------------------------------------------------------------------------------" ! STEPS O* A NEGOTIATION--------------------------------------------------------------------------------------------------" ' ;1III- INTERCU7TURA7 ASPECTS O* BUSINESS COMMUNICATION-----------------------" $ ANS<ER >E9-------------------------------------------------------------------------------------------------------------------------" # BIB7IOGRAP:9----------------------------------------------------------------------------------------------------------------------"%$

Communicating in Business

I& COMMUNICATIN$ IN BUSINESS

Some writers have other goals (to impress, to entertain). Business communication should seek only to communicate. ?7e@iAa,, Petit, *latleB "##%0 "8C BASIC NOTIONS "- <Dat do Bou AnoE a6out tDe FolloEin3 Fo,.@ oF co..unicationG <De,e2 EDen2 DoE2 6B EDo. a,e tDeB u@edG NON-1ERBA7 ORA7 <RITTEN COMPUTER

*ORMS O* COMMUNICATION

- )oe@ tDe p,oce@@ oF Du.an co..unication diFFe,, dependin3 on tDe @peciFic Fo,. oF co..unicationG TDe .e@@a3e i@ @entTDe .e@@a3e ente,@ in tDe @en@o,B Eo,ldTDe .e@@a3e i@ detected 6B tDe @en@e@TDe .e@@a3e 3oe@ tD,ou3D a Filte,in3 p,oce@@A ,e@pon@e i@ Fo,.ed and @entTDe cBcle i@ ,epeated-

T:E PROCESS O* :UMAN COMMUNICATION

%- Can Bou identiFB @o.e otDe, i.pe,Fection@ oF tDe co..unication p,oce@@G Meanin3@ @ent a,e not alEaB@ ,eceiHedTDe @B.6ol@ oF co..unication a,e i.pe,FectI e-3co..unication ac,o@@ cultu,e@ i@ e@peciallB diFFicultSt,e@@ on adaptation0 Fittin3 tDe .e@@a3e to tDe ,ecipient@JJJJJJJJJJJJJJJJJJ-

IMPER*ECTIONS O* T:E COMMUNICATION PROCESS

'- Read a6out @o.e Fo,.@ oF co..unication in 6u@ine@@- Can Bou identiFB @o.e otDe, eKa.ple@G TecDnolo3B ?co.pute,, FaKC a@@i@t@ in .aAin3 L @endin3 tDe@e INTERNA7 OPERATIONA70 tDe co..unicatin3 done in conductin3 Eo,A EitDin a 6u@ine@@ E;TERNA7 OPERATIONA70 Eo,A,elated co..unication EitD people out@ide tDe 6u@ine@@ PERSONA70 non-6u@ine@@,elated eKcDan3e@ oF inFo,.ation and Feelin3@ a.on3 peoplei-e-0 3iHin3 o,de,@, a@@e.6lin3 ,epo,t@, E,itin3 .e.o,andu.@, and co..unicatin3 6B co.pute,@ i-e-0 pe,@onal @ellin3, telepDonin3, adHe,ti@in3, and lette, E,itin3 It .aB aFFect Eo,Ae, attitude@, EDicD, in tDei, tu,n, aFFect Eo,Ae, pe,Fo,.ance-

*ORMS O* COMMUNICATION IN BUSINESS

Business Co

unication Topics

8- U@e tDe inFo,.ation in tDe ta6le 6eloE and de@c,i6e tDe co..unication netEo,A in an o,3aniMation Bou AnoECOMMUNICATION NET<OR> O* T:E ORGANINATION TDe inFo,.ation FloE in 6u@ine@@ can 6e0 downward/ upward/ horizontal TDe co..unication cDannel@ can 6e0 ormal/ in ormal
?adapted F,o. R- 7e@iAa,, O- Petit, M- *latleB "##%0 %-"8C

'& Discussion
!. !. "#plain the importance o communication to you and to $usiness. %e$ate upon what &eter %rucker, a well'known management consultant, states a$out the role o communication in $usiness. (n his opinion, the $asic skill colleges teach students ) as uture employees ) is the a$ility to organize and e#press ideas in writing and speaking. *e continues+ PJBou, eFFectiHene@@ depend@ on Bou, a6ilitB to ,eacD otDe,@ tD,ou3D tDe @poAen o, tDe E,itten Eo,dAnd tDe Fu,tDe, aEaB Bou, jo6 i@ F,o. .anual Eo,A, tDe la,3e, tDe o,3aniMation oF EDicD Bou a,e an e.ploBee, tDe .o,e i.po,tant it Eill 6e tDat Bou AnoE DoE to conHeB Bou, tDou3Dt@ in E,itin3 o, @peaAin3- In tDe He,B la,3e o,3aniMation J tDi@ a6ilitB to eKp,e@@ one@elF i@ pe,Dap@ tDe .o@t i.po,tant oF all tDe @Aill@ a pe,@on can po@@e@@-Q !. ,. %iscuss the ollowing statements. %o you agree or disagree with them All o,3aniMed eFFo,t, includin3 tDe Eo,A oF 6u@ine@@, ,eRui,e@ co..unication Co..unication i@ Hital to eHe,B pa,t oF 6u@ine@@ Bu@ine@@ need@ 3ood co..unicato,@, 6ut .o@t people do not co..unicate Eell BB i.p,oHin3 Bou, co..unication a6ilitB, Bou i.p,oHe Bou, cDance@ Fo, @ucce@@ TDe eKtent oF a 6u@ine@@S@ co..unication depend@ on tDe natu,e oF tDe 6u@ine@@, it@ ope,atin3 plan, and tDe people inHolHed-

(& Readin)
,. !. .ead a$out the importance o e ective communication in the work place. /he concluding sentence in some paragraphs o the te#t (!'0) has $een removed. 1hoose the $est sentence rom the list $elow (2' () to conclude each paragraph. /here is one sentence that you do not need. /here is an e#ample at the $eginning (3 % ).

A <e can onlB di@cu@@ tDe. He,B 6,ieFlB De,e, altDou3D eacD oF tDe@e Fou, i@ Eo,tD an e@@aB on it@ oEnB Encou,a3in3 a F,ee FloE oF input F,o. tDe ,eceiHe, i@ tDe 6e@t EaB oF en@u,in3 tDat unde,@tandin3 Da@ 6een acDieHedC TDe ta@A oF tDe co..unicato, i@ to cDan3e tDe a@pect oF TFea,T into tDat oF Tunde,@tandin3TD TDeB need to ,ealiMe tDat @ucce@@Ful co..unication i@ no one-EaB p,oce@@E A@@i.ilation oF a concept p,e@ented 6B .ana3e.ent, o, 6B anotDe, Eo,Ae,, 3oe@ a lon3 EaB toEa,d@ en@u,in3 actiHe pa,ticipation, and Da,.oniou@ coope,ation, in tDe Eo,AplaceF To co..unicate @ucce@@FullB .ana3e,@ and @upe,Hi@o,@ DaHe to unde,@tand tDe otDe, pe,@on, and DaHe to Eo,A Da,d to 3et tDe otDe, pe,@on to unde,@tand tDe.$ :oEeHe,, ,e@pect Fo, tDe otDe, pe,@on i@ an i.po,tant p,e,eRui@ite Fo, attention 3ettin3* TDe o,i3inato, oF tDe .e@@a3e .u@t plaB Di@ pa,t, too, EitD a6undant @uppo,t and encou,a3e.entI EFFectiHe co..unication ,eRui,e@ tool@ and plannin3-

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Communicating in Business

Co unicatin) E++ecti,el- in t.e /or0place1 Four Essential Steps /he way company personnel communicate with each other can make all the di erence $etween e iciency and ineptitude, success and ailure, making money or losing it. 6B AM,iel <innett IneFFectiHe co..unication i@ a .ajo,, Bet aHoida6le, o6@tacle to 6u@ine@@ p,oductiHitB- And Be@, it can 6e aHoided- GiHen tDe Eill, tDe 6leaAe@t oF @ituation@ can 6e tu,ned a,ound Fo, tDe 6ette,Mana3e.ent .u@t Face @Rua,elB tDe cDallen3e oF Fo,.ulatin3 @t,ate3ie@ to encou,a3e pe,@onnel to co..unicate eFFectiHelB- On tDe otDe, Dand, .ana3e,@ tDe.@elHe@ DaHe to @et tDe eKa.ple- 2! )2 On tDe cont,a,B, ,ecip,ocitB i@ tDe e@@ence oF co..unication- TDi@ applie@ EDetDe, tDe p,oce@@ i@ conducted He,6allB o, tD,ou3D tDe .ediu. oF tDe E,itten Eo,d- Mana3e,@ a,e Du.an 6ein3@ inHolHed EitD otDe, Du.an 6ein3@- TDeB a,e Fa, .o,e tDan 3iHe,@ oF inFo,.ation o, in@t,uction@- Co..unication i@ a@ .ucD a .atte, oF Du.an ,elation@Dip@ a@ it i@ a6out t,[email protected] Fact@- 2"UU2 TDe Hital Fou, @tep@ in eFFectiHe co..unication .i3Dt Eell Delp people to co,,ect tDi@ di@to,ted HieE oF tDe co..unication p,oce@@- So.e call tDe. tDe Fou, AV@ oF co..unication- 2 UU2 Attention- <innin3 tDe attention oF tDe pe,@on EitD EDo. Ee Ei@D to co..unicate, i@ an o6Hiou@ Fi,@t @tep- In o,de, to acDieHe tDi@ 3oal, Ee .u@t Fi,@t t,B to eli.inate - a@ Fa, a@ i@ Du.anlB po@@i6le - EDat eKpe,t@ in tDi@ Field call Tnoi@eT- TDi@ include@ eHe,BtDin3 tDat di@t,act@, 6e it noi@e in tDe lite,al @en@e, pDB@ical o, e.otional [email protected],t, pe,@onal p,o6le.@, ne3atiHe attitude@, o, di@t,actin3 .anne,i@.@ o, d,e@@- TDe Du.an 3,eetin3, o, inRui,B a6out tDe otDe, pe,@onV@ DealtD o, pe,@onal ci,cu.@tance@, i@ an eFFectiHe catalB@t in tDi@ p,oce@@- To 6e @u,e, iF @ucD int,oduction@ a,e Fal@e o, @te,eotBped tDeB .i3Dt @e,He little pu,po@e- Real e.patDB, all tDe .o,e @o i.po,tant in doEnEa,d co..unication F,o. @upe,io, to @u6o,dinate, lead@ RuicAlB to tDe @econd @tep in tDe p,oce@@ app,eDen@ion- 2%UU2 Apprehension- AltDou3D tDi@ Eo,d u@uallB ca,,ie@ tDe connotation oF TFea,T, it@ p,i.a,B .eanin3 i@ Tunde,@tandin3T- <e DaHe p,eFe,,ed tDe te,. Tapp,eDen@ionT De,e p,i.a,ilB to ,etain tDe .ne.onic oF TFou, AV@T- It@ tEo .eanin3@, DoEeHe,, a,e ,elatedI tDeB a,e tEo @ide@ oF one coin- 2'UU2 AcDieHin3 app,eDen@ion i@ a c,itical pa,t oF tDe co..unication p,oce@@, 6ut it i@ a He,B @u6tle one al@o- Mana3e,@ @o.eti.e@ deFend tDei, ina6ilitB to co..unicate 6B a@Ain3, T)o Bou unde,@tandGT TDi@ i@ u@uallB an unFai, Rue@tion, and eHen tDe @o.eEDat i.p,oHed T<Dat do Bou unde,@tandGT i@ oFten pe,ceiHed a@ a tD,eatOn tDe otDe, Dand, iF tDe,e i@ tDe ,i3Dt ,elation@Dip 6etEeen tDe t,[email protected], and tDe ,eceiHe, oF a .e@@a3e, indi,ect EaB@ oF e@ta6li@Din3 tDe de3,ee oF unde,@tandin3 Eill p,e@ent tDe.@elHe@- 28UU2 Assimilation- A@ c,ucial a@ i@ tDe Function oF app,eDen@ion ?in it@ po@itiHe @en@e a@ Ee deFined itC it i@ not enou3D- OFten, a pe,@on Da@ unde,@tood a .e@@a3e pe,FectlB, 6ut De o, @De Da@ not accepted itAlte,natiHelB, it i@ accepted in a DalF-Dea,ted .anne,, EitDout anB conHiction- Co..unication i@ @till inco.plete iF De Da@ not a@@i.ilated tDe inFo,.ation into Di@ oEn 6ein3- TDe initiato, Da@ acDieHed an ideal ,e@ult iF tDe ,ecipient Da@ a@@i.ilated tDe .e@@a3e to tDe eKtent tDat De 6eco.e@ one EitD tDe @ende,, a@ it Ee,e- 2&UU2 Action- TDi@ i@ tDe Final @tep in ou, co..unication p,oce@@- It i@ tDat in3,edient EDicD p,opel@ a6@t,act o, tDeo,etical AnoEled3e into tDe Eo,ld oF ,ealitB- So oFten a 3ood idea in 6u@ine@@ ?no le@@ tDan in otDe, @pDe,e@C .eet@ EitD Facile acceptance o, a3,ee.ent, 6ut i@ not t,an@lated into action- IF a@@i.ilation Da@ indeed taAen place, action on tDe pa,t oF tDe ,eceiHe, @Dould FolloE ineHita6lB- But EDat Ee DaHe @aid a6out tDe tEo-@ided natu,e oF co..unication applie@ De,e a@ Eell- 2$UU2
?Dttp022EEE-Dodu-co.26u@ine@@[email protected]

,. ,. .ead the ollowing te#t a$out the types o communication and answer the 4uestions.

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Business Co

unication Topics

T-pes o+ Co unication 56ou can7t do without communication and computers, they are the keys to the success o your $usiness.5 GEBn MBe,@# 8anagement 1onsultant Co..unication i@ tDe AeB to anB 6u@ine@@ @ucce@@W Unle@@ potential client@ and [email protected],@ a,e aEa,e oF Bou, 6u@ine@@, tDeB Eill not DaHe tDe inFo,.ation to contact Bou o, to pu,cDa@e Bou, p,oduct@<Den tDeB a,e aEa,e oF Bou, 6u@ine@@, tDeB .u@t 6e a6le to contact it ea@ilBTEo tBpe@ oF co..unication a,e e@@ential - eKte,nal and inte,nalE2ternal co..unication ,eacDe@ out to tDe [email protected],@ to .aAe tDe. aEa,e oF Bou, p,oduct o, @e,Hice and to 3iHe tDe. a ,ea@on to 6uB- TDi@ tBpe oF co..unication include@ Bou, 6,ocDu,e@, Ha,iou@ Fo,.@ oF adHe,ti@in3, contact lette,@, telepDone call@, Ee6 @ite@ and anBtDin3 el@e tDat .aAe@ tDe pu6lic aEa,e oF EDat Bou doI.a3e i@ eKt,e.elB i.po,tant in eKte,nal co..unicationW 9ou, lo3o @Dould ,ep,e@ent EDo Bou a,eI Bou, lette,Dead @Dould 6e a @ellin3 toolI Bou, telepDone .e@@a3e @Dould ,eFlect Bou, p,oFe@@[email protected] co..unication i@ e@@ential to att,actin3 and ,etainin3 a talented @taFF- 9ou .u@t p,oHide tDe di,ection Fo, tDe co.panB 6B con@i@tentlB co..unicatin3 tDat .e@@a3eI Bou .u@t .otiHate Bou, @taFF tD,ou3D Ha,iou@ Fo,.@ oF co..unication, EDicD can include aEa,d@, neE@lette,@, .eetin3@, telepDone call@, and Fo,.al and inFo,.al di@cu@@ion@EFFectiHe co..unication ,eRui,e@ tool@ and plannin3- TDe tool@ tDat Facilitate tDat AeB ele.ent oF Bou, 6u@ine@@ X co..unication, can 6e 3,ouped into "C 6a@ic co..unication tool@, C co.pute,@, and %C tDe Inte,net?Dttp022EEE-.BoEn6u@ine@@-o,32@%2Y"C

3& Co pre.ension 2nswer the 4uestions+

<Dat do Bou tDinA GEBn MBe,@ .ean@ 6B 6ein3 PaEa,e oF Bou, 6u@ine@@QG <Dat Zco..unication .ean@S 3iHe tDe [email protected], Pa ,ea@on to 6uBQG <Dat .otiHate@ tDe co.panB @taFFG

4& 5ocabular.ead the te#t that highlights the importance o mastering modern communication technology in $usiness $y giving advice on what to do or not do when using modern technology. Build the word amily o the words written in $old+ Top Ten Do6s and Don6ts Top ten do's "- Gain tDe capabilit- to do Eo,d p,oce@@in3, @p,ead@Deet@, p,e@entation@ and e-.ail- Con@ide, u@in3 an accountin3 @oFtEa,e pro)ra app,op,iate Fo, Bou, 6u@ine@@%- Con@ide, a laptop co.pute, iF Bou, 6u@ine@@ re7uires .o6ilitB'- 7ea,n di3ital tecDnolo3B includin3 u@e oF pictu,e@ Fo, ar0etin) pu,po@e@8- Con@ide, u@in3 a Dead@et Fo, co,dle@@ and cell pDone@&- Plan on3oin3 inte,nal co..unication@ includin3 aEa,d@, neE@lette,@ and di@cu@@ion@$- <Den leaHin3 .e@@a3e@, clea,lB and @loElB ,epeat Bou, na.e and nu.6e,(- U@e a ,e.ote 1oice Mail an@Ee,in3 @B@te. ,atDe, tDan an an@Ee,in3 .acDine#- U@e @epa,ate dedicated pDone line@ Fo, Bou, 6u@ine@@ and FaK line@"!- De,elop a lo3o to ,ep,e@ent EDo Bou a,e0 Fo, @tatione,B, @i3n@, ca,d@ and Ee6@iteTop ten don'ts "- )onVt @ta,t Bou, 6u@ine@@ EitDout 0no8led)e a6out and po@@e@@ion oF co.pute, tool@- )onVt oHe,looA .aAin3 ,e3ula, eKte,nal 6acA-up@ to co.pute, p,o3,a.@%- )onVt oHe,looA tDe Inte,net a@ an i.po,tant business tool-

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Communicating in Business

'- )onVt purc.ase .o,e eRuip.ent tDan Eill .eet Bou, need Fo, tDe neKt tEo Bea,@8- )o not spend Fo, a top-oF-line co.pute, unle@@ it i@ ,eRui,ed in Bou, 6u@ine@@&- )o not @i3n up Fo, eKtended ti.e pe,iod@ on anB @e,Hice includin3 pDone and .o6ile$- <Den plan@ c.an)e, 6e @u,e to ,eRue@t inFo,.ation on co..unication plan@ tDat .o,e clo@elB .eet Bou, neE ,eRui,e.ent@(- )onVt Fail to eKe,ci@e Bou, ,i3Dt@ on ,etu,n policie@ EitDin ti.e li.it@ alloEed#- )onVt Feel an (!! nu.6e, i@ i.po,tant unle@@ Bou a,e ,eceiHin3 o,de,@ 6B pDone"!- )o not @i3n up Fo, lon3 te,. plan@ EitD Inte,net Se,Hice Pro,iders?Dttp022EEE-.BoEn6u@ine@@-o,32@%2Y"C

9& %an)ua)e +ocus

T*E RI$*T /ORD TDe tEo .o@t i.po,tant a@pect@ oF Eo,d cDoice in 6u@ine@@ co..unication a,e0 Co,,ectne@@ EFFectiHene@@ In o,de, to acDieHe tDe@e teKt cDa,acte,i@tic@ Bou @Dould paB attention to tDe FolloEin3 tip@0 Strate)ies U@e Functional Eo,d@ co,,ectlB- *unctional Eo,d@ eKp,e@@ ,elation@ a.on3 content Eo,d@ and DaHe onlB one uncDan3in3 .eanin3 in anB 3iHen conteKt ?e-3conjunction@, p,epo@ition@, a,ticle@, and p,onoun@CCDoo@e content Eo,d@ ca,eFullB0 tDeB ca,,B tDe .eanin3 oF tDe @entence ?e-3- noun@, He,6@, adjectiHe@, and adHe,6@CPaB attention to connotation and denotation)enotatiHe .eanin3[dictiona,B .eanin3 ConnotatiHe .eanin3[a@@ociatiHe .eanin3 Mind a6@t,action2 conc,etene@@ oF tDe Eo,d@ Bou u@eA6@t,act Eo,d@ a,e concept@, Rualitie@, cDa,acte,i@tic@Conc,ete Eo,d@ @tand Fo, @o.etDin3 pa,ticula,, tDeB a,e clea, and eKactCDoo@e @t,on3 Eo,d@W TDe@e a,e tDe nouns and tDe ,erbs not tDe adjectiHe@ and tDe adHe,6@U@e Fa.ilia, Eo,d@ ?6ut aHoid oHe,Eo,Aed te,.@CU@e @Do,t Eo,d@ ,atDe, tDan lon3e, one@)o not tu,n He,6@ into noun@ and adjectiHe@ X it EeaAen@ Bou, E,itin3 @tBleAHoid 6ia@ed lan3ua3e ?@eKi@t, ,acial, etDnic, a3e o, di@a6ilitB ,elatedCCo unication tar)ets U@e tDe. co,,ectlBW

)eHelop Bou, a6ilitB to cDoo@e tDe ,i3Dt content Eo,d@ Fo, Bou, .e@@a3eW U@e te,.@ tDat a,e loE in connotatiHe .eanin3W U@e @peciFic te,.@ EDeneHe, po@@i6leW U@e a6@t,action@ onlB EDen nece@@a,BW Be clea,, conci@e and accu,ateW

Be Fai, and o6jectiHe in contentW

?adapted F,o. BoH\e, TDill "## 0 ""%C

9.!. .ead the ollowing list o words and group them into two categories+ amiliar/ un amiliar. :ind some other e#amples. Fa iliar *ind out, lea,n Clo@e, 6,in3 a6out AHoid G,oEtD, inc,ea@e Un+a iliar A@ce,tain [email protected] Ci,cu.Hent Inc,e.ent

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Business Co

unication Topics

JJJJJJ JJJJJJ--

JJJJJJJJJJJJJJJJ--

9. ,. ;se the ollowing pairs o words correctly in sentences o your own, a ter you discuss the di erences in meaning. accede X eKceed accept X eKcept acce@@ X eKce@@ allot X a lot 6o,n X 6o,ne co.ple.ent X co.pli.ent co,,e@pondent X co,e@pondent council X coun@el deFe, X diFFe, di@c,eet X di@c,ete leHee X leHB loatD X loatDe .ate,ial X .ate,iel .o,al X .o,ale @Dea, X @Dee, @tationa,B X @tatione,B EaiHe X EaHe EeatDe, X EDetDe,
?@elected F,o. BoH\e, TDill "## 0 &"%C

9. <. :ind some other pairs that can $e easily con used. ;se them correctly in the appropriate conte#t.

:& Spea0in)
/ake into account the ollowing positions+ company president, chie accountant, supervisor, $usiness consultant, and worker. /o what e#tent is the a$ility to communicate important to the success ul per ormance o each o them- 2ddress the 4uestion to some other =o$s you consider worth discussing. *ow much personal communication should $e permitted in a $usiness organization>hat companies re4uire e#tensive communication and what companies re4uire little communication- %iscuss the list you have made with your colleague.

;& /ritin)
(n not more than ,33 words, descri$e the network o communication in an organization you are amiliar with.

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II& PROFESSIONA% COMMUNICATION

BASIC NOTIONS Co..unication i@ deFined a@ an eKcDan3e oF .e@@a3e@ ,e@ultin3 in @Da,ed .eanin3P,oFe@@ional co..unication i@ a @pecialiMed eKcDan3e oF .e@@a3e@ ,e@ultin3 in @Da,ed .eanin3>E9 E7EMENTS O* PRO*ESSIONA7 COMMUNICATION Ele ents Co..unication cDain Co..unication cDannel@ Co..unication netEo,A@ Co..unication @Aill@ Co..unication eFFectiHene@@ Co..unication cli.ate Co..unication tecDnolo3B Co..unication 6a,,ie,@ Co..unication c,i@i@ Indicators<7ualities a@ di,ect a@ po@@i6le ?FeEe, linA@C o,al2 E,ittenI Fo,.al2inFo,.al doEnEa,d2upEa,d2Do,iMontal inte,nal2eKte,nal inFluence e.ploBa6ilitB ?(!]C pe,ception, p,eci@ion, c,edi6ilitB, con3enialitB open, inFluenced 6B tDe .ana3e.ent @tBle oF tDe top eKecutiHe@ aFFect@ inFo,.ation FloE, ea@e oF contact, o,3aniMational @t,uctu,e inte,cultu,al, o,al2E,itten p,o6le.@ conFlict Dandlin3 6B co..unicatin3

?adapted F,o. C- 7- BoH\e, O- 1- TDill, Business 1ommunication /oday, NeE 9o,A0 Mc G,aE :ill Inc-, "## C

'& Discussion
!. !. %escri$e the key elements o pro essional communication mentioned in the chart a$ove. :eel ree to enrich the list with some other characteristics de ining pro essional communication. !. ,. >hich o them are, in your opinion, highly important or the $usiness communication- %e end your view. !. <. (denti y the types o technology used primarily in internal and e#ternal' operational communication to transmit messages.

(& Readin)
/echnical communication represents one o the most important elements that contri$ute to the success o communication in the $usiness environment. By reading this ragment rom /en /echnical 1ommunication 8yths, you will re'consider the e ect o communication technology and the contri$ution o the specialists in this domain to the development o a productive communication climate within or outside an organization. (t is not $usiness properly, $ut you will see that it is indispensa$le to the modern $usiness world. %ecide whether the ollowing statements (!'0) are true (/) or alse (:). "- )e@pite tDe de3,ee oF a6@t,action o, eKa33e,ation tDat .aAe@ .BtD@ @o Fa@cinatin3, tDe,e i@ oFten a 3,ain oF t,utD 6ut no in@i3Dt into @o.e Funda.ental a@pect@ oF tDe Du.an condition at tDei, Dea,t- TDe tDin3@ Ee u@uallB do in ou, dailB Eo,A a,e @t,on3lB inFluenced 6B T,ule@ oF tDu.6T%- So.e .ode,n co..unicato,@ .i@inte,p,et tDe occa@ional ,ule to tDe point EDe,e it 6eco.e@ Halid Fo, anB ci,cu.@tance it i@ applied to'- TDe,e a,e "' cent,al .BtD@ in .ode,n tecDnical co..unication8- It i@ a ,ule tDat audience@ a,e alEaB@ dBna.ic&- TecDnical co..unicato,@ AnoE tDat docu.entation i@ He,B eKpen@iHe$- A cultu,e can ,einHent a .BtD 6B ,eca@tin3 it in tDei, oEn uniRue conteKt-

Business Co

unication Topics

Ten Tec.nical Co

unication M-t.s 6B GeoFF :a,t

MBtD@ oFten ,ep,e@ent tDe He,B Du.an atte.pt to eKplain @o.etDin3 i.po,tant 6ut poo,lB unde,@tood, @ucD a@ tDe tu,nin3 oF tDe @ea@on@, o, to p,oHide cautiona,B tale@ to Ea,n li@tene,@ a3ain@t un@anctioned 6eDaHio,, a@ in tDe .BtD@ oF P,o.etDeu@ and Epi.etDeu@- TDe Fa@cination in@pi,ed 6B .BtD@ Da@ Aept .anB aliHe ac,o@@ tDe .illennia, 6ut de@pite tDe de3,ee oF a6@t,action o, eKa33e,ation tDat .aAe@ tDe. @o Fa@cinatin3, tDe,e i@ oFten a 3,ain oF t,utD o, an in@i3Dt into @o.e Funda.ental a@pect@ oF tDe Du.an condition at tDei, Dea,t- In ou, cu,,ent enli3Dtened a3e, Ee FancB tDat EeVHe 3,oEn 6eBond tDe need Fo, .BtD@, Bet Tu,6an le3end@T a6ound ?pa,ticula,lB on tDe Inte,netC, and .anB oF tDe tDin3@ Ee do in ou, dailB Eo,A a,e @t,on3lB inFluenced 6B T,ule@ oF tDu.6T tDat a,e, in a He,B ,eal @en@e, a Fo,. oF .BtD?pa,- "C A@ anB otDe, p,oFe@@ion, tecDnical co..unication Da@ accu.ulated it@ @Da,e oF .BtDical ,ule@ oF tDu.6, 6ut tDe 3ood neE@ a6out ou, p,oFe@@ionV@ .BtD@ i@ tDat tDeB too contain 3,ain@ oF t,utD and in@i3Dt@ into tDin3@ tDat a,e t,ulB i.po,tant to u@- TDe 6ad neE@ i@ tDat EeVHe al@o inte,naliMed @o.e oF tDe@e .BtD@ to tDe point tDat Ee no lon3e, Rue@tion tDe. and DaHe 6e3un to let tDe. con@t,ain ou, cDoice@ ,atDe, tDan to Delp u@ ,e.e.6e, and @ee tDe t,utD- So.e co..unicato,@ eHen oHe,3ene,aliMe tDe occa@ional ,ule to tDe point EDe,e it lo@e@ it@ HaliditB and 6eco.e@ dan3e,ou@lB .i@leadin3?pa,- C So EDat .BtD@ do Ee liHe 6BG In no pa,ticula, o,de,, tDi@ pape, p,e@ent@ .B Ttop "! li@tT oF EDat I con@ide, to 6e tDe cent,al .BtD@ in .ode,n tecDnical co..unication- TDe,e a,e undou6tedlB otDe,@- BB actin3 a@ deHilV@ adHocate, intentionallB p,e@entin3 tDe@e .BtD@ in a 6ad li3Dt, IV. Dopin3 tDat I can pe,@uade Bou to Rue@tion tDe@e and otDe, ,ule@ oF tDu.6 tDat Bou u@e dailB- <Den Bou paB clo@e, attention to tDe ,ule@ Bou o6eB, con@ciou@lB o, otDe,Ei@e, and Rue@tion EDB, Bou can @ta,t to ,eco3niMe tDe di@a6lin3 a@pect@ oF a .BtD and 6e3in taAin3 @tep@ to F,ee Bou,@elF F,o. tDo@e con@t,aint@- And De,e tDeB a,e0 ?pa,- %C >noEled3e oF SpeciFic Tool@ I@ 1itallB I.po,tant ?"C San@ Se,iF *ont@ a,e AlEaB@ Mo,e 7e3i6le Online ? C Audience@ a,e Static ?%C Mini.ali@. Mean@ >eepin3 TeKt a@ SDo,t a@ Po@@i6le ?'C TDe Opti.u. Nu.6e, oF Step@ in a P,ocedu,e i@ $ Plu@ o, Minu@ ?8C 9ou Can MaAe a Bad Inte,Face Ea@B to U@e TD,ou3D Supe,io, )ocu.entation ?&C <e CanSt TalA to tDe SME@ ?$C U@a6ilitB Te@tin3 i@ P,oDi6itiHelB EKpen@iHe and )iFFicult ?(C Sin3le-@ou,cin3 Mean@ )u.pin3 P,inted )ocu.ent@ Online ?#C )ocu.entation i@ a Co@t Cente, ?"!C ?pa,- 'C But .BtD@ a,enVt alEaB@ inHalid- MBtD@ endu,e 6ecau@e no .atte, DoE .ucD tDeB @i.pliFB o, eKa33e,ate ,ealitB, tDeB a,e nonetDele@@ 6a@ed on @o.etDin3 t,utDFul, @o.etDin3 i.po,tant to u@, o, @o.etDin3 tDat @Ded@ a 6,i3Dt li3Dt on an a@pect oF ou, liHe@- TEo oF tDe tDin3@ tDat Fa@cinate .e .o@t a6out .BtDolo3B a,e ju@t DoE uniHe,@al tDe tDe.e@ can 6e and DoE c,eatiHelB eacD pe,@on o, cultu,e can 6e in ,einHentin3 a .BtD 6B ,eca@tin3 it in tDei, oEn uniRue conteKt- *olAlo,i@t Oo@epDa SDe,.an Da@ o6@e,Hed tDat TMBtD@ a,e atte.pt@ to eKplain tDe [email protected] t,utD@---- All people@ DaHe tDe @a.e Rue@tion@, and @o all people@ DaHe tDe @a.e 6a@ic tBpe oF .BtD@-T ?pa,- 8C EacD oF tDe ten .BtD@ IVHe p,e@ented in tDi@ 3ue@t edito,ial pa@@e@ tDi@ te@t Fo, tDat idio@Bnc,atic 3,oup oF people AnoEn a@ tecDnical co..unicato,@- MB Dope i@ tDat eacD oF u@ Eill Find EaB@ to an@Ee, tDo@e uniHe,@al Rue@tion@ Fo, ou,@elHe@ 6B @eeAin3 out tDe unde,lBin3 t,utD@ and 6uildin3 on tDe. to c,eate @o.etDin3 .o,e u@eFul and Fa@cinatin3 @till- BB .aAin3 tDe .BtD@ .o,e ,eleHant to ou,@elHe@, Ee ,einHi3o,ate tDe. and ou,@elHe@- One o6Hiou@ EaB to do tDi@ i@ to ,e-eKa.ine ou, cu,,ent ,ule@ oF tDu.6

"&

Professional Communication

and @ee DoE tDeB can 6e ,eFined- AFte, all, tDe tDin3 to ,e.e.6e, a6out T,ule@ oF tDu.6T i@ tDat tDu.6@ 6end EDen nece@@a,B?pa,- &C
?adapted F,o.0 Dttp022EEE-tecDE,-l-co.2tecDEDi,l2.a3aMine23ettin3@ta,[email protected]"C

3& Co pre.ension 2nswer+

<Dat i@ tecDnical co..unicationG <Dat i@ a tecDnical co..unicato,G <Dat a,e tDe po@ition2 Function2 ,ole oF a tecDnical co..unicato, in tDe co..unication dia3,a. oF an o,3aniMationG

4& 5ocabular"#plain with your own words? i possi$le, ind synonyms or the ollowing+ Pa,a3,apD "0 cautiona,B, un@anctioned, FancB Pa,a3,apD 0 @Da,e, in@i3Dt@, oHe,3ene,aliMe, .i@leadin3 Pa,a3,apD %0 adHocate, o6eB, di@a6lin3 Pa,a3,apD '0 le3i6le, inte,Face du.pin3 Pa,a3,apD 80 @Ded, atte.pt Pa,a3,apD &0 idio@Bnc,atic, inHi3o,ate, ,eFine

9& %an)ua)e +ocus

T*E PARA$RAP* TDe pa,a3,apD con@i@t@ oF @eHe,al @entence@ all ,elated to the same topic- It i@ a unit o thought. It inHolHe@ logical thinkingTDe pa,a3,apD con@i@t@ oF tD,ee 6a@ic ele.ent@0 Ele ents Topic @entence Role It contain@ tDe e@@ence oF tDe EDole pa,a3,apD ?.ain ideaCIt indicate@ DoE tDe @u6ject oF tDe pa,a3,apD Eill 6e deHelopedIt can co.e Fi,@t, in tDe .iddle, o, la@t, dependin3 on tDe E,ite,S@ planEKplain tDe topic @entenceTDeB a,e .o,e @peciFic tDan tDe topic @entence, dealin3 EitD @o.e detail@TDeB indicate DoE pa,a3,apD@ and idea@ a,e ,elatedTDeB .aAe tDe teKt coDe,ent-

Related @entence@ T,an@itional ele.ent@0 Connectin3 Eo,d@ ?i-e- conjunction@C Repeated Eo,d@ o, pD,a@e@ P,onoun@ <o,d@ tDat a,e F,eRuentlB pai,ed Met.ods to de,elop a para)rap. illustration

co parison or contrast discussion o+ cause and e++ect

- it 3iHe@ eKa.ple@ tDat de.on@t,ate tDe 3ene,al idea - it p,e@ent@ @i.ila,itie@ o, diFFe,ence@ a.on3 tDou3Dt@ - it Focu@e@ on tDe ,ea@on@ oF @o.etDin3

"$

Business Co

unication Topics

classi+ication discussion o+ proble solution and

- it indicate@ tDe @peciFic cate3o,ie@ oF a 3ene,al idea - it p,e@ent@ a p,o6le. and de6ate@ a po@@i6le @olution to tDat p,o6le.
?adapted F,o. BoH\e, TDill "## 0 " #C

DO NOT FOR$ET1 7i.it eacD pa,a3,apD to one 3ene,al ideaW <,ite @Do,t pa,a3,apD@ ?"!! Eo,d@ o, le@@CW 7eaHe out une@@ential detail@W 9ou, .e@@a3e @Dould contain uniFied, Eell deHeloped, and coDe,ent pa,a3,apD@W 9. !. (n the ollowing paragraph, identi y the topic sentence, and the related sentences+ TDe Eo,ld in EDicD Ee liHe i@ a de@pe,atelB poo, place- TodaB, tD,ee tDou@and .illion Du.an 6ein3@ c,oEd it@ @u,Face, eacD one needin3 Food and @Delte, in o,de, to do notDin3 .o,e tDan p,e@e,He Di@ oEn liFe- But pa,t@ oF tDe Eo,ld, it .aB 6e @aid, a,e not poo,I in A.e,ica tDe Fa.ilB 3a,a3e Da@ tEo ca,@ and indoo,@ tDe deep-F,eeMe contain@ ice c,ea. and cDicAen- EHen in Eu,ope tDe 3ene,al @tanda,d oF liHin3 i@ not 6adI FeE people die oF @ta,Hation o, eKpo@u,eI teleHi@ion @et@ and ca,@ a,e not unco..on- TDe @ad t,utD i@ pa,tlB tDat Eu,ope and No,tD A.e,ica a,e not tDe Eo,ld, o, eHen tDe 3,eate, pa,t oF tDe Eo,ld, and tDat Fo, tDe .ajo,itB oF tDe Eo,ldS@ population Du.an liFe eKi@t@ on tDe 6o,de, 6etEeen 6a,e @u6@i@tence and eKtinction- It i@ al@o t,ue tDat tDe ,elatiHelB ,icD co..unitie@ @ucD a@ Eu,ope and No,tD A.e,ica contain eno,.ou@ pocAet@ oF ,eal poHe,tB, and tDe Eo,ld i@ a lon3 EaB Bet F,o. tDe daB EDen tDeB Eill 6e FinallB ,e.oHed- EHen iF all tDe 3ood tDin3@ oF tDe Eo,ld Ee,e placed in a 3i3antic co..on pool, and @Da,ed eRuallB a.on3@t all tDe Du.an ,ace, tDe,eFo,e, tDe Eo,ldS@ population Eould @till DaHe @ca,celB enou3D Food and clotDin3 and Ea,.tD and @Delte, to Aeep it@elF aliHe?NeHin "#$"0 %C

9. ,. Build a paragraph around each o the ollowing topic sentences+ Sca,citB i@ tDe Foundation oF econo.ic@EKcDan3e i@ Hital to [email protected] aFFai,@ a,e F,eRuentlB inHolHed EitD etDic@<o,d@ a,e F,eRuentlB .i@leadin3, @o.eti.e@ doEn,i3Dt dan3e,ou@?NeHin "#$"0 cDapte,@ ", C

9. <. >rite a paragraph on each o the ollowing topics, choosing or each the most suita$le way or the paragraph to $e developed+ $y illustration, $y comparison or contrast, $y discussion o cause and e ect, $y classi ication, and $y discussion o pro$lem and solution. Su))ested connections1 tDe i@@ue oF une.ploB.ent tBpe@ oF pe,@onal co.pute,@ aHaila6le Fo, @ale DoE to u@e a di3ital ca.e,a a Fa.ou@ co.panB 3ot 6anA,upt adHanta3e@ and di@adHanta3e@ oF t,aHelin3 on 6u@ine@@ 9. @. Break up these sentences into shorter, more reada$le ones+ TDe calculation oF total eKpenditu,e, DoEeHe,, i@ not enti,elB a @t,ai3DtFo,Ea,d aFFai, eHen in p,inciple ?tDe @tati@tical p,o6le.@ oF [email protected], oF cou,@e, a,e He,B con@ide,a6leC and ce,tain pitFall@ DaHe to 6e aHoided, and in tDe p,oce@@ oF aHoidin3 tDe. tDe pu6li@Ded national inco.e [email protected]@ 6eco.e @o.eEDat co.plicated 6ecau@e it i@ o6Hiou@ tDat in calculatin3 a count,BS@ national inco.e via [email protected]@ oF total

"(

Professional Communication

eKpenditu,e, onlB pu,cDa@e@ EDicD p,oHide inco.e Fo, @o.eone el@e in tDe co..unitB @Dould 6e included, EDile ca,e @Dould 6e taAen to @ee tDat no @ucD pu,cDa@e@ a,e eKcluded-

:& Spea0in)
%escri$e how managers use communication. "mployees $elong to various groups, each with their own characteristics. >hat role does communication play in esta$lishing their mem$ership in each group- Aive e#amples. 1hoose two =o$s you might like to have a ter you graduate. >hat communication skills do you think would $e most important to you in these positions-

;& /ritin)
/hink o an organization you are amiliar with and make a list o the means used or downward communication (i.e. methods used $y top e#ecutives to in orm individuals a$out the organization itsel , organization policies, employee or mem$er responsi$ilities, etc.). 1ompare your list with another, made $y one o your colleagues. >hich o the systems descri$ed is $etter- *ow could the organization improve its downward communication-

"#

III& T=PES OF COMMUNICATION

BASIC NOTIONS T-pes o+ co Non,erbal *acial eKp,e@@ion@, eBe 6eDaHiou,, 3e@tu,e@ and po@tu,e@, Hocal cDa,acte,i@tic@, pe,@onal appea,ance, toucDin3 6eDaHiou,, u@e oF ti.e and @pace Suppo,t@ and cla,iFie@ He,6al co..unication unication ,erbal oral *ace-to-Face conHe,@ation PDone conHe,@ation ConFe,ence@ P,e@entation@ Meetin3@ Inte,HieE@ T,ainin3 p,o3,a..e@, etcIt la,3elB Da@ an inte,actiHe FunctionIt can 6e0 locutiona,B ?@aB @o.etDin3C, illocutiona,B ?contentC, pe,locutiona,B ?intentionC, con@tatatiHe2 pe,Fo,.atiHe ?acco,din3 to tDe tDeo,B oF @peecD act@CIt can 6e0 ,ep,e@entatiHe [email protected]@CI di,ectiHe ?o,de,, ,eRue@t, adHiceCI p,o.i@in3 ?p,o.i@e, oFFe,, inHitin3CI eKp,e@@iHe ?con3,atulatin3, tDanAin3CI decla,atiHe ?appoint.ent, decla,ationCEa@B, @pontaneou@, eFFicient, RuicAe,, .o,e conHenient tDan E,itten co..unication, it Facilitate@ Feed6acA8ritten 7ette,@ Me.o@ Minute@ Repo,t@

5arieties

Functions

inFo,.atiHe, pe,@ua@iHe, colla6o,atiHe ?inRui,in3, clai.in3, o,de,in3, acAnoEled3in3, acceptin3, ,eFu@in3, etc-C

Main c.aracteristics

7e@@-@t,uctu,ed, not lea,ned, @pontaneou@, it oFten occu,@ uncon@ciou@lB

planned, cont,olled, o,3aniMed It i@ .o,e liAelB to inHolHe c,eatiHe eFFo,tIt inc,ea@e@ tDe @ende,S@ cont,ol 6ut .aAe@ i..ediate Feed6acA i.po@@i6le-

I portance

Mo,e ,elia6le and .o,e eFFicient tDan He,6al co..unication - In jo6 inte,HieE@ - In @peecD deliHe,B

It .aKi.iMe@ colla6o,ationIt @aHe@ ti.e and p,oHide@ oppo,tunitie@ Fo, @ocial inte,action-

?adapted F,o. C- 7- BoH\e, O- 1- TDill, Business 1ommunication /oday, NeE 9o,A0 Mc G,aE :ill Inc-, "## C

'& Discussion
!.!. %iscuss the ta$le a$ove. 2dd your own ideas to each o the points mentioned in it. !. ,. *ow can you handle emotional con licts in $usiness communication- >ill you $e a$le to maintain your o$=ectivity- %iscuss the topic considering the three types o communication+ nonver$al, oral and written.

Types of Communication

(& Readin)
.ead the e#cerpt that descri$es the irst myth ' Bnowledge o Speci ic /ools (s Citally (mportant ) rom the article /en /echnical 1ommunication 8yths $y Aeo *art and answer the 4uestions (!'@) $y choosing the appropriate answer (2, B, or 1). >no8led)e o+ Speci+ic Tools Is 5itall- I portant *eE .ana3e,@ Eant to Di,e a neE tecDnical co..unicato, and Eait EeeA@ Fo, tDe pe,@on to 6eco.e p,oductiHe EitD tDe co.panBV@ E,itin3 tool@, Bet Di,in3 on tDe 6a@i@ oF Ttool @Aill@T i3no,e@ tDe Fact tDat tDe a6ilitB to Fo,.at teKt i@ a He,B @.all pa,t oF ou, Halue a@ tecDnical co..unicato,@- ?It al@o i3no,e@ tDe Fact tDat any neE e.ploBee, eHen one EDo co.e@ eRuipped EitD tDe de@i,ed tool @Aill@, Face@ a lea,nin3 cu,He in a neE po@ition o, at a neE co.panB, and .aB taAe EeeA@ to lea,n tDe in@ and out@ oF tDe neE jo6-C E.ploBe,@ Di,e u@ p,i.a,ilB 6ecau@e Ee can unde,@tand tDei, p,oduct@ and co..unicate tDat unde,@tandin3 to tDei, [email protected],@- TDeB Di,e u@ 6ecau@e Ee AnoE DoE to taAe a p,oduct apa,t, lite,allB o, Fi3u,atiHelB, and decide EDat co.ponent@ oF tDe p,oduct Ee .u@t docu.ent and DoE Ee @Dould do it- TDeB Di,e u@ 6ecau@e Ee po@@e@@ tDe a6ilitB to p,B inFo,.ation F,o. tDe 3,a@p oF ,eluctant Su6ject Matte, EKpe,t@ ?SME@C, 6ecau@e Ee DaHe tDat ,a,e @Aill oF e.patDiMin3 EitD ou, audience Eell enou3D to unde,@tand tDat audienceV@ need@, and 6ecau@e Ee DaHe tDe pe,@i@tence to .aAe an eFFo,t to @ati@FB tDo@e need@None oF tDe@e ,ea@on@ depend@ @t,on3lB on tDe a6ilitB to Eo,A in <o,d, *,a.eMaAe,, o, Ro6o:E7P- BacA in tDe )a,A A3e@ 6eFo,e co.pute,@, tDe ancient@ did a p,ettB 3ood jo6 oF docu.entin3 co.pleK p,oce@@e@ EitDout tDe@e tool@I in Fact, tDo@e ancient@ could p,o6a6lB teacD u@ a FeE tDin3@ a6out 3ood E,itin3- NoEadaB@, FeE E,ite,@ lacA tDe a6ilitB to tBpe and do 6a@ic Fo,.attin3 F,o. tDe @oFtEa,eV@ .enu@, and these ?not Fo,.attin3 @Aill@C a,e tDe c,ucial tool@ tDat @uppo,t ou, Eo,AI in .anB @ituation@, adHanced Fo,.attin3 @Aill@ a,e actuallB a ,ed De,,in3, 6ecau@e te.plate@ al,eadB eKi@t and laBout o, de@i3n Eo,A con@i@t@ .o,e oF applBin3 tDe te.plate@ tDan oF actiHelB de@i3nin3 @o.etDin3 neE- ItV@ not tDat AnoEin3 DoE to Fo,.at i@ uni.po,tant to u@I ,atDe,, itV@ Fa, le@@ i.po,tant tDan ou, a6ilitB to co..unicateBut letV@ a@@u.e tDat tool @Aill@ ,eallB a,e a@ i.po,tant a@ @o.e .ana3e,@ clai.- GiHen tDat .o@t oF u@ DaHe lea,ned enou3D @oFtEa,e @Aill@ to RuicAlB deHelop 6a@ic to .ode,ate co.petence EitD neE @oFtEa,e, tDe pe,iod oF @eHe,al EeeA@ EDile Ee adapt to ou, neE jo6 i@ .o,e liAelB to po@e p,o6le.@ tDan ou, a6ilitB to lea,n neE @oFtEa,e- *o, eKa.ple, in .B co.pa,atiHelB @Do,t ca,ee, ?not Ruite "8 Bea,@C, IVHe .a@te,ed Fou, diFFe,ent laBout p,o3,a.@, DalF a doMen Eo,d p,oce@@o,@, tD,ee ope,atin3 @B@te.@, and .o,e otDe, tBpe@ oF p,o3,a.@ and applet@ tDan I ca,e to count, all tDe EDile copin3 EitD an eHe,-accele,atin3 ,ate oF eHolution in eacD oF tDe@e @oFtEa,e cate3o,ie@- <DatV@ i.p,e@@iHe a6out .B eKpe,ience i@ not tDat IV. a @oFtEa,e p,odi3B, 6ut ,atDe, tDat IV. @o aHe,a3eI .anB oF .B collea3ue@ DaHe an eHen .o,e diHe,@e po,tFolio oF tool@ at tDei, di@po@al- TDe con@eRuence Fo, e.ploBe,@ i@ tDat .o@t eKpe,ienced tecDnical co..unicato,@ DaHe Bet to encounte, @oFtEa,e Ee couldnVt 6e3in u@in3 p,oductiHelB EitDin a daB, and 6eco.e @AillFul EitD in a6out a EeeA- Ma@te,B can ce,tainlB taAe Fa, lon3e,, 6ut .o@t oF EDat Ee do doe@nVt ,eRui,e tDat leHel oF .a@te,BTo @ee tDe FlaE in u@in3 tool @Aill@ a@ a p,i.a,B Di,in3 c,ite,ion, a@A Bou,@elF tDi@0 Eould Bou ,atDe, ,ead Eell-E,itten docu.entation o, docu.entation p,oduced 6B @o.eone EDo can .aAe <o,d #$ ju.p up and danceG NoE a@A Bou,@elF EDicD oF tDe tEo @Aill @et@ ?E,itin3 He,@u@ Fo,.attin3C i@ ea@ie, to teacD, and BouVll AnoE EDicD oF tDe tEo E,ite,@ Bou @Dould Di,e- All el@e 6ein3 eRual^a ,a,e @ituation^ cDoo@e tDe co..unicato, EDo also AnoE@ Bou, deHelop.ent tool@ and can u@e tDe. Fo, laBout?adapted F,o.0 Dttp022EEE-tecDE,-l-co.2tecDEDi,l2.a3aMine23ettin3@ta,[email protected]"C

"- :i,in3 on tDe 6a@i@ oF Ttool @Aill@T A- i3no,e@ tDe Fact tDat tDe a6ilitB to Fo,.at teKt i@ a AeB ele.ent tDat .aAe@ tecDnical co..unicato,@ Halua6le Fo, tDe o,3aniMationB- i3no,e@ tDe Fact tDat any neE e.ploBee, eHen one EDo co.e@ eRuipped EitD tDe de@i,ed tool @Aill@, Face@ a lea,nin3 cu,He in a neE po@ition o, at a neE co.panB

"

Business Co

unication Topics

C- i3no,e@ tDe Fact tDat a neE e.ploBee taAe@ a couple oF daB@ to lea,n tDe in@ and out@ oF tDe neE jo6 - E.ploBe,@ Di,e tecDnical co..unicato,@ 6ecau@e A- tDeB can unde,@tand tDei, p,oduct@ and co..unicate tDat unde,@tandin3 to tDei, [email protected],@ B- tDeB AnoE DoE to adHe,ti@e a p,oduct C- tDeB DaHe tDat ,a,e @Aill oF p,e@entin3 accu,atelB tDe co.panBS@ policB in F,ont oF a de.andin3 audience %- TDe c,ucial tool@ tDat @uppo,t tecDnical co..unicato,@S Eo,A a,e A- Fo,.attin3 @Aill@ B- tDe a6ilitB to tBpe and do 6a@ic Fo,.attin3 C- tDe a6ilitB to co..unicate '- An i.po,tant Di,in3 c,ite,ion Fo, tecDnical co..unicato,@ @Dould 6e A- u@in3 tool @Aill@ B- E,itin3 and Fo,.attin3 C- AnoEin3 Bou, deHelop.ent tool@ and 6ein3 a6le to u@e tDe. Fo, laBout

3& Co pre.ension
2nswer the 4uestions+ Can tDe .BtD Bou DaHe ,ead a6out 6e eKtended to @o.e otDe, cate3o,ie@ oF pe,@on@ dealin3 EitD tDe 6u@ine@@ enHi,on.entG TaAe .ana3e,@, cDieF eKecutiHe@, @upe,Hi@o,@, @ec,eta,ie@, Fo, eKa.ple<DB a,e tecDnical co..unicato,@ needed in a co.panBG

4& 5ocabular.ead a$out another myth o technical communication+ 8inimalism 8eans Beeping /e#t as Short as &ossi$le. :or each $lank (!'!3), decide which o the options 2, B, 1, or % is $est. /here is always one correct answer. OoDn Ca,,oll Da@ 6een one oF tDe leadin3 @tanda,d 6ea,e,@ in tDe .ini.ali@. .oHe.ent and no dou6t Da@ 3,oEn ,atDe, F,u@t,ated EitD tDe notion tDat .ini.ali@. .ean@ 6,eHitB, pu,e and "UU- It al@o doe@nVt .ean t,ial and e,,o, lea,nin3, .aKi.u. @i.plicitB, o, anB oF @eHe,al otDe, UU o, oHe,@i.pliFication@- To @et tDe ,eco,d %UU, De co-E,ote an a,ticle tDat deal@ EitD tDe .i@conception@ Fi,.lB and eloRuentlB ?Ca,,oll and Han de, Meij "##&C- To Ruote Ca,,oll and Han de, Meij0 TTDe cent,al p,inciple in .ini.ali@. i@ ta@A 'UU- But .anB otDe, p,inciple@ plaB a ,ole in tDi@ de@i3n app,oacD eitDe, 6ecau@e tDeB 8UU ta@A o,ientation o, 6ecau@e tDeB FolloE F,o. it-T In @Do,t, tDe .ini.ali@t pDilo@opDB inHolHe@ unde,@tandin3 EDat Bou, audience i@ t,Bin3 to acco.pli@D ?audience and ta@A analB@i@C and Focu@in3 on tDo@e need@ 6B &UU enou3D inFo,.ation, in tDe ,i3Dt Fo,. and at tDe ,i3Dt ti.e o, in tDe ,i3Dt place, to Delp tDe. acco.pli@D tDei, ta@A@TDe .BtD tDat .ini.ali@. eRual@ 6,eHitB @te.@ F,o. a .ucD .o,e inte,e@tin3 and co.pleK $UU0 tDat Bou @DouldnVt 6u,B ,eade,@ in (UU detail- TDe cDallen3e, oF cou,@e, lie@ in di@coHe,in3 EDat i@ t,ulB eKt,aneou@- ItV@ al@o a .BtD tDat .ini.ali@. i@ a one-@iMe-Fit@-all @olution Fo, all co..unication p,o6le.@ 6ecau@e it@ ta@A o,ientation doe@ not .aAe it di,ectlB #UU to p,o6le.@ @ucD a@ co..unicatin3 tDeo,etical inFo,.ation ?Fo, eKa.ple, tDe TEDBT oF 3,apDic de@i3n ,atDe, tDan tDe TDoETC o, E,itin3 to pe,@uade tDe ,eade, ?Fo, eKa.ple, .a,Aetin3C- 9et eHen Fo, @ucD "!UU un,elated p,o6le.@, .ini.ali@. Da@ .ucD to @aB 6ecau@e oF it@ e.pDa@i@ on tDe ,eade,, and tDat e.pDa@i@ EonVt lead u@ Fa, a@t,aB eHen EDen tDe ,eade,V@ ta@A@ a,e not i..ediatelB ,eco3niMa6le a@ ta@A@?adapted F,o.0 Dttp022EEE-tecDE,-l-co.2tecDEDi,l2.a3aMine23ettin3@ta,[email protected]"C

'& (& 3&

A clea, A .i@conception@ A di,ect

B @i.ple B conception@ B di,ectlB

C o6Hiou@ C notion@ C @t,ai3DtlB

D @t,ai3Dt D te,.@ D @t,ai3Dt

Types of Communication

4& 9& :& ;& ?& @& 'A&

A o,ientation A Delp A in@u,in3 A a@@e,tion A Fo,ei3n A Fit A @ee.in3lB

B di,ectiHe B @uppo,t B a@@u,in3 B di@cu@@ion B out@ide, B .atcDin3 B @ee.in3

C di,ection C HieE C p,oHidin3 C a@@e,tin3 C late,al C applica6le C appa,ent

D p,o.otion D @upplB D oFFe,in3 D @entence D eKt,aneou@ D co,,e@pondent D conFu@ed

9& %an)ua)e +ocus

CO*ERENCE TeKt coDe,ence i@ i.po,tant in a 6u@ine@@ .e@@a3e- CoDe,ence i@ acDieHed tD,ou3D tDe u@e oF t,an@ition@ tDat @DoE tDe ,elation@Dip 6etEeen pa,a3,apD@ and 6etEeen @entence@ EitDin pa,a3,apD@GiHe Bou, .e@@a3e coDe,ence 6B0 p,e@entin3 inFo,.ation in lo3ical o,de, 6,id3in3 to3etDe, tDe inFo,.ation p,e@ented TRANSITIONA% DE5ICES& TEC*NIBUES TO TIE TO$ET*ER T*E INFORMATION TieCin sentences Repetition o+ 0e- 8ords Use o+ pronouns Transitional 8ords )e@i3n tDe @entence@ to tie in tEo @ucce@@iHe idea@U@e tDe @a.e Eo,d in a @eRuence oF @entence@0 it connect@ tDou3Dt@P,onoun@ connect EitD tDe Eo,d@ tDeB ,elate toTDeB indicate tDe Aind oF tDou3Dt connection 6etEeen FolloEin3 idea@ ?i-e- in addition, 6e@ide@, in @pite oF, in cont,a@t, DoEeHe,, liAeEi@e, tDu@, tDe,eFo,e, Fo, eKa.ple, al@oC-

9. !. %iscuss how the te#t rom e#ercise @ is organized in terms o coherence. (denti y the transitional devices used $y the author. 9. ,. >rite a one'page essay a$out The importance on selecting positive/ negative words in a business message. 8ind coherence o your te#t.

:& Spea0in)
(s written communication or spoken communication more suscepti$le to $e misunderstood and misinterpretedCer$al communication skills are very important in $usiness. "valuate your own skills in this ield, present them to your colleagues and ask their help+ how can you improve them-

;& /ritin)
TDinA oF a co..unication eKpe,ience Bou DaHe Dad ,ecentlB- )e@c,i6e it taAin3 into account tDe .ain ele.ent@ co..unication inHolHe@ ?@ende,, ,eceiHe,, tDe .e@@a3e, tDe t,[email protected]@@ion cDannel, Feed6acA, anB po@@i6le 6a,,ie,@ EDicD aFFected tDe co..unication p,oce@@C-

I5& COMMUNICATION ST=%ES

BASIC NOTIONS Co position i@ deFined a@ tDe p,oce@@ oF d,aFtin3 a .e@@a3e- <Den co.po@in3 tDe .e@@a3e Bou @Dould c,eate a tone tDat @uit@ tDe pa,ticula, @ituation Bou a,e ,eFe,,in3 to- 9ou can do tDat 6B u@in3 tDe ,i3Dt st-leTDe pa,ticula, EaB Bou u@e Eo,d@ to acDieHe an oHe,all i.p,e@@ion o, a ce,tain tone in Bou, .e@@a3e i@ tDe st-le oF tDat .e@@a3e.ead and, i possi$le, improve the ta$le $elow+ t-pes o+ st-le<re)isters +or al t-pes o+ st-le Danot.er classi+icationE *o,ceFul Pa@@iHe Pe,@onal I.pe,@onal Colo,Ful Colo,le@@ 0e- ele ents +or a success+ul business st-le CDoo@e a Ea,. 6ut 6u@ine@@liAe toneE.pDa@iMe tDe po@itiHeE@ta6li@D c,edi6ilitBBe politeP,oject tDe co.panBS@ i.a3eJJJJJJJJJJJJ--

in+or al

'& Discussion
!.!. /here always e#ists a company style you should $e prepared to ad=ust to as an employee. /hink o a company whose employee you would like to $ecome. >hat do you know a$out that companyDs style1ould you su$ordinate your own style to that o the company you chose!.,. >hen delivering speeches and presentations you have to decide on the style you will use ) casual or ormal. (denti y some particular events and topics, decide upon the appropriate style and give your reasons or the choice youDve made.

(& Readin)
.ead the ollowing te#t a$out style in $usiness communication. *a,e -ou )ot st-leF Mo@t people connect tDe Eo,d style EitD Fa@Dion, pa,ticula,lB EitD clotDe@- In a @en@e, lan3ua3e too i@ eitDe, Td,e@@ed upT o, Td,e@@ed doEnT, dependin3 on tDe @ituation Bou a,e in o, EDo Bou a,e talAin3 to- StBle coHe,@ a Ha,ietB oF @u6ject@ 6ut tEo a@pect@ oF @tBle EDicD a,e HitallB i.po,tant in 6u@ine@@ co..unication a,e Fo,.alitB and diplo.acB- ?"C Formality- En3li@D i@ diFFe,ent F,o. .anB otDe, lan3ua3e@ in tDat it@ @poAen Fo,. diFFe,@ con@ide,a6lB F,o. it@ E,itten Fo,.- Natu,allB, E,itten En3li@D tend@ to 6e .o,e Fo,.al- SpoAen En3li@D contain@ a 3,eat .anB cont,action@ @ucD a@ 5it7s5, .eanin3 5it is5 o, 5it has5, 5(7ve5, .eanin3 5( have5, 5he7s5, .eanin3 5he is5 o, 5he has5, 5we7d5, .eanin3 5we would5 o, 5we had5- TDe@e cont,action@, u@ed EidelB in conHe,@ation, a,e not u@ed in E,itten En3li@D ?eKcept, pe,Dap@, in inFo,.al F,iendlB lette,@CTDeB Eould not 6e u@ed in a Fo,.al lette, o, ,epo,t- ? C AnotDe, a@pect oF Fo,.alitB EDicD i@ i.po,tant in ,epo,t E,itin3, Fo, eKa.ple, i@ tDe u@e oF tDe pa@@iHe Hoice- IF Bou Ee,e 3iHin3 adHice in @poAen En3li@D, Fo, eKa.ple, Bou Eould p,o6a6lB u@e an TactiHeT @entence, @ucD a@ TIF I Ee,e Bou, IVd ,elocate tDe Facto,B-T TDi@ tBpe oF @entence Eould not 6e u@ed in a 6u@ine@@ lette, o, ,epo,t- TDe @entence Eould p,o6a6lB ,ead0 TIt i@ ,eco..ended tDat tDe

Communication Styles

Facto,B 6e ,elocated-T In Fo,.al E,itten En3li@D, it i@ al@o oFten p,eFe,a6le to aHoid u@in3 pe,@onal p,onoun@, @ucD a@ ( o, we, in o,de, to .aAe tDe teKt .o,e i.pe,@onal- ?%C iplomacy- In addition to Fo,.al E,itten @tBle, En3li@D al@o Da@ a uniRue diplo.atic @poAen @tBle- NatiHe @peaAe,@ oFten t,B not to @ound too di,ect- EKa.ple@ oF tDi@ tactFul @tBle include u@in3 (7d like in@tead oF ( want, e-3- TIVd liAe to Dea, Bou, p,opo@al@T, ,atDe, tDan TI Eant to Dea, Bou, p,opo@al@---TAnotDe, eKa.ple i@ TPe,Dap@ Ee @Dould noE con@ide,---T ,atDe, tDan TNoE, itV@ ti.e to con@ide,---T- ?'C NatiHe @peaAe,@ al@o t,B to aHoid 3iHin3 an unnece@@a,ilB ne3atiHe i.p,e@@ion- *o, eKa.ple, in@tead oF @aBin3 T/hat is impossi$leT tDeB @aB T/hat is not very likely T- O,, in@tead oF @aBin3, T>ednesday is impossi$leT tDeB .i3Dt @aB T>ould 8onday $e more convenient-T- Notice tDe u@e oF would EDicD 3iHe@ a .o,e tentatiHe @ound to a @tate.ent o, Rue@tion- *o, eKa.ple, T /hat is too e#pensiveT can 6eco.e T/hat would $e rather e#pensiveT- State.ent@ a,e u@uallB @oFtened 6B RualiFie,@ @ucD a@ rather, somewhat, 4uite, some, etc- *o, eKa.ple, T ( don7t fully agreeT o, T/here is a slight pro$lemT- ?8C ModiFBin3 Bou, lan3ua3e in tDi@ EaB can 6e a u@eFul tactic in 6u@ine@@ dealin3@ EDen Bou a,e t,Bin3 to e@ta6li@D a plea@ant coope,atiHe at.o@pDe,e, pa,ticula,lB EitD people oF otDe, cultu,al 6acA3,ound@- Indeed, in .anB 6u@ine@@ .eetin3@ and ne3otiation@ @ucD diplo.atic u@e oF tDe En3li@D lan3ua3e can 6e a He,B po@itiHe aid to aHoidin3 di,ect conF,ontation EitD Bou, counte,pa,t@ and a u@eFul tactic- ?&C Non-natiHe @peaAe,@ EDo@e oEn lan3ua3e i@ Fa, .o,e di,ect .aB Find it odd to u@e @ucD diplo.atic lan3ua3e- :oEeHe,, tDeB @Dould at lea@t 6e aEa,e oF it@ eKi@tence, e@peciallB iF tDeB a,e doin3 6u@ine@@ EitD natiHe @peaAe,@ oF En3li@D- ?$C
?Dttp022EEE-lin3ua,a.a-co.2p@2 #'-&-Dt.C

3& Co pre.ension
>rite 4uestions, relating to the te#t, to which these could $e the answers+ "- *o,.alitB and diplo.acB a,e HitallB i.po,tant in 6u@ine@@ co..unication- It@ @poAen Fo,. diFFe,@ con@ide,a6lB F,o. it@ E,itten Fo,.%- TDe u@e oF tDe pa@@iHe Hoice'- An eKa.ple i@ TPe,Dap@ Ee @Dould noE con@ide,---T ,atDe, tDan TNoE, itV@ ti.e to con@ide,---T8- =ualiFie,@ @ucD a@ rather, somewhat, 4uite, some, etc&- TDe diplo.atic u@e oF tDe En3li@D lan3ua3e$- Non-natiHe @peaAe,@ EDo@e oEn lan3ua3e i@ Fa, .o,e di,ect-

4& 5ocabular@. !. .ead a$out another EmythD o technical communication. :or each $lank (!'!3), think o the word that $est its the conte#t. ;se only one word in each space. SpeaAin3 "UU laBout, a co..onlB a3,eed a@@e,tion i@ tDat ZSan@ Se,iF *ont@ a,e AlEaB@ Mo,e 7e3i6le OnlineS- TDi@ ,ule UU tDu.6 clai.@, T@an@ @e,iF tBpeFace@ ,e.ain ea@ie, to ,ead on loE,e@olution di@plaB@ %UU a@ co.pute, .onito,@, EDicD tBpicallB DaHe ,e@olution@ oF 6etEeen $ and #& dot@ pe, incD-T TDi@ ,e@olution i@ ce,tainlB loE, eHen co.pa,ed 'UU tDat oF tDe adHanced '-pin dot .at,iK p,inte,@ Ee a6andoned 8UU FaHo, oF la@e, and inAjet p,inte,@, and ce,tainlB canVt do ju@tice to tDe Fine detail@ oF .anB @e,iF Font@ de@i3ned Fo, p,intI in pa,ticula,, tDe @e,iF@ can di@appea, enti,elB, and cDa,acte, outline@ .aB eHen 6lu, &UU tDe Ha,ia6le @t,oAe EidtD tDat cDa,acte,iMe@ t,aditional @e,iF Font@ lend@ it@elF poo,lB to FiKed-@iMe piKel@UnFo,tunatelB, tDou3D tDe@e a@@e,tion@ all contain a 3,ain oF t,utD, Tall el@eT i@ al.o@t neHe, eRual, and Bou @Dould di@t,u@t anB tBpo3,apDic @tudie@ tDat clai. otDe,Ei@e- ManB Facto,@ can oHe,EDel. tDe tDeo,etical diFFe,ence $UU le3i6ilitB (UU @e,iF and @an@ @e,iF tBpe, eHen iF Ee i3no,e tDe Fact tDat itV@ po@@i6le to opti.iMe tDe de@i3n@ oF #UU tBpeFace @tBle Fo, online di@plaB ?Fo, eKa.ple, T@la6T @e,iF@ Dold up 6ette, tDan tDin @e,iF@ on@c,eenC- TDe tBpo3,apDic Facto,@ tDat can oHe,EDel. tDe "!UU oF @e,iF He,@u@ @an@ @e,iF tBpeFace@ include, 6ut a,e not li.ited to0 le3i6le de@i3n, line @pacin3, line

Business Co

unication Topics

EidtD, Eo,d and cDa,acte, @pacin3, tBpe @iMe, tDe de3,ee oF cont,a@t 6etEeen tDe tBpe and it@ 6acA3,ound, etc?adapted F,o.0 Dttp022EEE-tecDE,-l-co.2tecDEDi,l2.a3aMine23ettin3@ta,[email protected]"C

!. ,. ;se the word given in capitals on the right to derive a word that $est its the conte#t+ ItV@ ea@B to @ee EDB tecDnical co..unicato,@ a,e oFten Fi,@t on tDe "UU 6locA EDen it co.e@ ti.e to t,i. @taFF0 Ee co@t a lot, Ee .aAe all Aind@ oF UU de.and@ ?@ucD a@ ti.e and .oneB to pe,Fo,. audience analB@i@ and u@a6ilitB te@tin3C, Ee taAe %UU aEaB F,o. tDei, c,ucial Eo,A to an@Ee, naiHe Rue@tion@, Ee Dide aEaB in ou, cu6icle@ and E,ite in@tead oF 'UU otDe,@ to @Dout ou, p,ai@e in tDe ea,@ oF uppe, .ana3e.ent, and Ee p,oduce a p,oduct tDat oFten 8UU no o6Hiou@ inco.e Fo, ou, e.ploBe,- TDatV@ tDe .BtD, anBEaB- TDe Fact@ can 6e Ruite diFFe,entC:OP REASON )E1E7OP PERSUASION GENERATOR

?adapted F,o.0 Dttp022EEE-tecDE,-l-co.2tecDEDi,l2.a3aMine23ettin3@ta,[email protected]"C

9& %an)ua)e +ocus

T*E SENTENCE Mind t.e rules1 Clea, @entence@ a,e eFFectiHe @entence@W Adapt Bou, @entence@ to Bou, ,eade,@2 audienceW 9ou can co.po@e @Do,t @entence@ 6B0 li.itin3 @entence content0 tDe @Do,te, @entence@ co..unicate 6ette, BUT donSt u@e too .anB @Do,t @entence@W econo.iMin3 on Eo,d@0 @eeA @Do,te, EaB@ oF @aBin3 tDin3@ ?e-3- aHoid clutte,in3 pD,a@e@, ,ounda6out con@t,uction@, and unnece@@a,B ,epetition oF Eo,d@ o, idea@C T9PES O* SENTENCES t-pe Si ple c.aracteristics Su6ject _ p,edicate ?_noun@2 p,onoun@ @e,Hin3 a@ o6ject@ oF tDe action, and 6B .odiFBin3 pD,a@e@C It con@i@t@ oF tEo o, .o,e @i.ple @entence@ ?clau@e@C tDat deal EitD tDe @a.e 6a@ic ideaI a co.a o, a @e.icolon @epa,ate@ tDe.I tDeB a,e connected 6B co-o,dinatin3 conjunction@ and adHe,6@ ?e-3and, in addition, o,, @o, tDu@, con@eRuentlB, Fo,, Dence etc-C Independent clau@e ?one o, .o,eC _ dependent clau@e ?one o, .o,eC e2a ples Une.ploB.ent Eill dec,ea@e neKt Bea,AltDou3D Bou Ee,e ,eluctant to Di@ lon3-te,. plan, Bou DaHe to ,eco3niMe it@ @t,on3 point@:e Ea@ tDe 6e@t tecDnician in Di@ diHi@ion, EDicD .ade Di. Fa.ou@-

Co pound

Co ple2

Sentence st-le& Tips +or de,elopin) a clear st-le 9ou, @entence@ @Dould 6e clea,, accu,ate, and ,eada6le, 3,a..aticallB co,,ect, and app,op,iate Fo, tDe audience- In o,de, to acDieHe tDe@e Rualitie@ con@ide, tDe FolloEin30 u@e @Do,t @entence@ eli.inate unnece@@a,B Eo,d@ and pD,a@e@ aHoid ,epetition ?unle@@ nece@@a,BC

&

Communication Styles

@epa,ate @t,un3-out @entence@ ?@entence@ connected 6B and 6ut containin3 un,elated idea@ i-e- :e i@ a talented @peaAe, and De Eill deliHe, a @peecD to.o,,oECaHoid Ded3in3 @entence@ ?@entence@ containin3 may/seems to aHoid @tatin3 a jud3.ent a@ a Fact i-e- I 6elieHe tDat Bou, 6u@ine@@ plan seems to indicate tDat Bou may @ucceed in Bou, endeaHou,-C aHoid @ta,tin3 @entence@ EitD it and there aHoid lon3 @eRuence@ oF noun@ aHoid clutte,in3 pD,a@e@ ?unecono.ical, too lon3C u@e actiHe @entence@ ,atDe, tDan pa@@iHe one@ Aeep tDe @u6ject and p,edicate oF a @entence a@ clo@e to3etDe, a@ po@@i6le e.pDa@iMe AeB ele.ent@ oF a @entence- 9ou can do tDat 6B0 a& 3iHin3 tDe. .o,e @pace, b& placin3 tDe. at tDe 6e3innin32 end oF tDe @entence, and c& .aAin3 tDe. tDe @u6ject oF tDe @entence
?adapted F,o. BoH\e, TDill "## 0 " "C

9. !. 1hoose two paragraphs rom the te#t and analyze their structure. (denti y speci ic techni4ues o style used $y the author to ma#imize the e ect o the message. 9. ,. :ind shorter su$stitutions or the ollowing cluttering phrases+ alon3 tDe line@ oF at tDe p,e@ent ti.e Fo, tDe pu,po@e oF Fo, tDe ,ea@on tDat in acco,dance EitD in tDe .eanti.e in tDe nea, Futu,e in tDe nei3D6ou,Dood oF in He,B FeE ca@e@ in HieE oF tDe Fact tDat on tDe 6a@i@ oF on tDe occa@ion oF EitD ,e3a,d to, EitD ,eFe,ence to EitD a HieE to
?@ee 7e@iAa,, Petit, *latleB "##%0 8'C

:& Spea0in)
Style is important in esta$lishing a success ul relation sender'audience. %o you agree or disagree with that1onsider the si# styles mentioned in the introductory part o this unit and ind or each an appropriate $usiness situation to it in that particular style. "#plain and discuss your options.

;& /ritin)
>rite !. a resignation letter or ,. a letter o complaint or not receiving the $ooks you ordered two months ago. %ra t three letters or each o the two topics, each in a di erent style and compare them with the letters o your colleague. >hich style is the most appropriate or each situationSupple entar.ead a$out communication styles+ In addition to tDe nonHe,6al co..unication cue@ di@cu@@ed, DoE Ee @aB tDin3@ i@ inFluenced 6B cultu,e- TDi@ i@ ,eFe,,ed to a@ Tco..unication @tBle-T <Dile tDe,e a,e .anB nuance@ in co..unication @tBle@ tDe,e a,e e@@entiallB FiHe cont,a@t@ in tDe EaB Ee app,oacD topic@ oF conHe,@ation - not the content $ut the way in which we de$ate, converse, ask 4uestions, and organize ver$al communication - tDat a,e cDallen3in3 in inte,action@ 6etEeen people F,o. diFFe,ent cultu,e@- TDi@ can 6e one oF tDe t,icAie@t a@pect@ oF co..unication 6ecau@e Ee tend to ,eact to diFFe,ent P@tBle@Q i..ediatelB and e.otionallBBut EDen Ee tDinA 6acA on an eKcDan3e EDicD Da@ not 3one Eell and analBMe ju@t tDe Eo,d@ @poAen, Ee oFten cannot Fi3u,e out EDB Ee a,e @o annoBed and2o, F,u@t,ated- >noEin3 @o.etDin3 a6out co..unication @tBle@ Eill 6e He,B DelpFul to Bou in Fi3u,in3 out EDB PDoEQ @o.etDin3 i@ @aid i@ ju@t a@ aterial

Business Co

unication Topics

i.po,tant a@ PEDatQ Ea@ actuallB He,6aliMed 6ecau@e Ee tend to ,eact to @tBle uncon@ciou@lB and [email protected] @tBle@ Ha,B eno,.ou@lB ac,o@@ tDe 3lo6e- :oEeHe,, liAe @o .anB oF tDe cont,a@t @et@ Ee DaHe eKa.ined @o Fa,, .o@t count,ie@ tend to p,eFe, one o, tDe otDe, oF tDe FiHe Ee Eill eKa.ine De,e0 %inear ,ersus Circular [ @t,ai3Dt line di@cu@@ion He,@u@ a .o,e ci,cula, app,oacD Direct ,ersus Indirect [ .eanin3 conHeBed 6B Eo,d@ He,@u@ tD,ou3D @u33e@tion Detac.ed ,ersus Attac.ed [ o6jectiHe p,e@entation He,@u@ eKp,e@@iHe @tBle Intellectual En)a)e ent ,ersus Relational En)a)e ent [ di@cu@@ion i@ a6out tDe ta@A He,@u@ di@cu@@ion i@ a6out tDe ta@A and tDe pe,@on Concrete ,ersus Abstract [ eKa.ple d,iHen He,@u@ tDeo,B d,iHen di@cu@@ion /.- S.ould =ou Pa- Attention to T.ese Di++erencesF In tDi@ li@t, US-A.e,ican@ tend to 6e on tDe leFt @ide, tDat i@, to p,eFe, linea,, di,ect, detacDed, intellectuallB en3a3ed, and conc,ete @tBle@ oF co..unication- In cont,a@t, .anB AF,ican, A@ian, and PaciFic 3,oup@ p,eFe, .o,e ci,cula,, indi,ect, attacDed, ,elationallB en3a3ed @tBle@- Eu,opean@ can DaHe a co.6ination, Fo, eKa.ple, in Spain ?and .ucD oF 7atin A.e,icaC, people p,eFe, a @t,on3, ,elational en3a3e.ent, and attacDed @tBle oF co..unication EDile al@o 6ein3 di,ect, linea,, and a6@t,act in tDei, app,oacD- TDe *,encD @tBle i@ oFten a6@t,act, intellectuallB en3a3ed, and detacDed- ManB pe,.utation@ oF tDe@e FiHe @tBle@ a,e Found Eo,ldEideTDe point De,e i@ tDat anBone a6out to ente, an inte,national @tudB a6,oad p,o3,a. i@ liAelB to encounte, @tBle@ oF co..unication EDicD a,e unFa.ilia, and, pe,Dap@, di@conce,tin3- IF a neE acRuaintance oHe,@ea@ 6e3in@ a lon3, .eande,in3 @to,B in ,e@pon@e to a Rue@tion Bou po@ed, it i@ Fa, 6ette, to @aB, T:e o, @De ce,tainlB Da@ a ci,cula, @tBleWT tDan, T<Dat i@ tDe .atte, EitD tDe., canSt tDeB 3et to tDe pointGT 7ea,nin3 to deal EitD a neE @et oF co..unication @tBle@ i@ pa,t oF tDe cDallen3e oF @tudBin3 a6,oad- IF Bou lea,n to do it Eell, it Eill add to Bou, a6ilitB to eFFectiHelB co..unicate EitD a Eide, ,an3e oF people tDan Bou can noE and @i3niFicantlB inc,ea@e Bou, inte,cultu,al @Aill@- A Fulle, eKplanation oF tDe@e @tBle@ FolloE@ 6eloECONTRASTING COMMUNICATION ST97ES %inear1 )i@cu@@ion i@ conducted in a @t,ai3Dt line, al.o@t liAe an outline, EitD tDe connection@ a.on3 tDe point@ @tated a@ Bou .oHe toEa,d@ an end point, EDicD i@ @tated eKplicitlB- TDe,e i@ a loE ,eliance on conteKt and a @t,on3 ,eliance on Eo,d@- ?Cut to tDe cDa@e, EDe,e tDe ,u66e, .eet@ tDe ,oadWC Direct1 Meanin3 i@ conHeBed tD,ou3D eKplicit @tate.ent@ .ade di,ectlB to tDe people inHolHed EitD little ,eliance on conteKtual Facto,@ @ucD a@ @ituation and ti.in3- ?<Dat Bou @ee i@ EDat Bou 3etW Tell it liAe it i@WC Circular Dconte2tualE )i@cu@@ion i@ conducted in a ci,cula, .anne,, tellin3 @to,ie@ and deHelopin3 a conteKt a,ound tDe .ain point, EDicD i@ oFten un@tated 6ecau@e tDe li@tene, Eill 3et tDe point aFte, I 3iHe tDe. all tDe inFo,.ation- TDe,e i@ a Di3D ,eliance on conteKt- ?Once Bou DaHe tDe ,eleHant inFo,.ation, BouSll AnoE EDat I .ean-C Indirect1 Meanin3 i@ conHeBed 6B @u33e@tion, i.plication, nonHe,6al 6eDaHio,, and otDe, conteKtual cue@I Fo, in@tance, @tate.ent@ intended Fo, one pe,@on .aB 6e .ade EitDin ea,@Dot oF a diFFe,ent pe,@on- It i@ po@@i6le tDat .e@@a3e@ Eill 6e @ent tD,ou3D a tDi,d-pa,tB inte,.edia,B- Mo@tlB, DoEeHe,, tDi@ @tBle alloE@ one to aHoid conF,ontin3 anotDe, pe,@on o, cau@e tDe. to lo@e Face- ?<Dat Bou 3et i@ EDat Bou .ana3e to @eeWC

Communication Styles

Attac.ed1 I@@ue@ a,e di@cu@@ed EitD Feelin3 and e.otion, conHeBin3 tDe @peaAe,V@ pe,@onal @taAe in tDe i@@ue and tDe outco.eTDi@ @DoE@ tDe pa@@ion @o.eone Feel@ in a @ituation o, Fo, an i@@ue- ?IF itS@ i.po,tant, itS@ Eo,tD 3ettin3 Eo,Aed up oHe,WC Intellectual En)a)e ent1 AnB di@a3,ee.ent EitD idea@ i@ @tated di,ectlB, EitD tDe a@@u.ption tDat onlB tDe idea, not tDe ,elation@Dip, i@ 6ein3 attacAed- TDi@ i@ an intellectual @tBle Found in @o.e Eu,opean count,ie@- ?<eS,e ju@t a,3uin3-donSt taAe it pe,@onallBWC

Detac.ed1 I@@ue@ a,e di@cu@@ed EitD cal.ne@@ and o6jectiHitB, conHeBin3 tDe @peaAe,V@ a6ilitB to Eei3D all tDe Facto,@ i.pe,@onallB- It i@ i.po,tant to 6e o6jectiHe- ?IF itS@ i.po,tant, it @DouldnSt 6e tainted 6B pe,@onal 6ia@WC

Relational En)a)e ent1 Relational i@@ue@ and p,o6le.@ a,e conF,onted di,ectlB, EDile intellectual di@a3,ee.ent i@ Dandled .o,e @u6tlB and indi,ectlB- IF Bou DaHe a p,o6le. EitD @o.eone, it Delp@ to talA tDin3@ oHe,, al6eit in a non-conF,ontational .anne,- In an intellectual de6ate, it i@ i.po,tant to 6e t,eated @oFtlB- ?Be autDentic a6out Bou, Feelin3@ and ,e@pectFul oF otDe,V@ idea@-C Abstract1 I@@ue@ a,e 6e@t unde,@tood tD,ou3D tDeo,ie@, p,inciple@, and data, EitD e.pDa@i@ on tDe 3ene,al ,atDe, tDan tDe @peciFic- ?<DatS@ tDe p,incipleGC
?Dttp022ii@@ta3e-uop-edu2@i@2cultu,e2indeK-Dt.C

Concrete1 I@@ue@ a,e 6e@t unde,@tood tD,ou3D @to,ie@, .etapDo,@, alle3o,ie@, and eKa.ple@, EitD e.pDa@i@ on tDe @peciFic ,atDe, tDan tDe 3ene,al- ?<DatS@ an eKa.pleGC

5& A5OIDIN$ DISCRIMINATION IN COMMUNICATION

Possible situations in 8.ic. discri ination b- co unication occurs

a- tDe inte,HieE Fo, a jo6 ?di@c,i.inato,B Rue@tion@C 6- 3iHin32 cDecAin3 ,eFe,ence@ Fo, a po@t c- e.ploB.ent te@tin3 d- otDe,@JJJJJJ

'& Discussion
.ead and comment the ta$le a$ove. 1an communication $e discriminatory in certain situations"#plain. (s distorted in ormation a source and a tool o discrimination in communication-

(& Readin)
.ead the ollowing article a$out language discrimination and decide whether the ollowing statements (!'0) are true (/) or alse (:). "- 7an3ua3e di@c,i.ination i@ 6a@ed on tDe tBpe oF @tBle u@ed EDile @peaAin3- So.eti.e@ people loo@e tDei, jo6@ Fo, tDe EaB tDeB @peaA%- People talAin3 to @o.eone EDo doe@nVt @peaA eKactlB liAe tDe. do not Find it diFFicult to co..unicate EitD tDat pe,@on'- Co..unication 6a,,ie,@ o,i3inate F,o. @ocial ineRualitB8- TDe,e i@ lan3ua3e di@c,i.ination in tDe Eo,Aplace&- A Mutual 7iFe In@u,ance i@ ,elated to En3li@D-@peaAin3 p,oFiciencB$- In A.e,ican @cDool@ tDe,e i@ di@c,i.ination a3ain@t cDild,en EDo@e Do.e lan3ua3e Ea@ T6lacA En3li@D-T

%an)ua)e Discri ination1 Is it +airF 6B SuManne C,i@anti 7an3ua3e di@c,i.ination i@ EDen a pe,@on i@ t,eated diFFe,entlB Fo, tDe EaB De o, @De @peaA@- It i@ not 6a@ed on a pe,@onV@ appea,ance, 6ut @t,ictlB on tDe tBpe oF @tBle u@ed EDile @peaAin3- TDi@ i@ E,on3W Becau@e oF tDi@, people EDo a,e di@c,i.inated a3ain@t Fo, tDe EaB tDeB @peaA .aB Find it diFFicult to 3et a jo6- So.e people DaHe eHen lo@t tDei, jo6 Fo, tDe EaB tDeB @peaA:oEeHe,, co..unication .aB not 6e tDe onlB 6a,,ie, Fo, people- See 3,apD 6eloE0

!ffective "istening# The Audience

?G,apD F,o. O- >eitD CDicA ?"##!C TTDe inte,actional [email protected] oF di@c,i.ination in SoutD AF,ica-T In )onal Ca,6au3D, ed- 1ultural 1ommunication and (ntercultural 1ontact- :ill@dale, N-O-0 7aE,ence E,l6au., p- '%-C

<Dile talAin3 to @o.eone EDo doe@nVt @peaA eKactlB liAe Bou, do Bou eHe, Find it diFFicult to co..unicate EitD tDat pe,@onG )o Bou Feel F,u@t,ated, up@et, and eHen an3,BG TDi@ i@ not unco..onPeople DaHe diFFe,ent EaB@ oF co..unicatin3 EitD otDe,@ tDat a,e inFluenced 6B EDe,e tDeB a,e F,o.- A Rue@tion .aB 6e a@Aed 6ut tDe de@i,ed ,e@pon@e .aB not 6e 3iHen 6ecau@e tDat pe,@on an@Ee,ed tDe Rue@tion acco,din3 to tDe EaB De2@De unde,@tood it- 9et, tDe pe,@on EDo a@Aed tDe Rue@tion .i3Dt tDinA tDat tDe ,e@pon@e Ea@ one EaB oF dod3in3 tDe Rue@tionTDe,e a,e .anB co..unication 6a,,ie,@ tDat eKi@t a.on3 Ha,iou@ ,ace@ and 3,oup@ oF all @o,t@, EDicD include etDnic, ,e3ional, and @ocio-econo.ic Facto,@- TDi@ i@ ,elated to tDe EaB people t,eat tDo@e tBpe@ oF people- TDe cDa,t a6oHe @DoE@ Di@to,ical Facto,@ a@ 6ein3 tDe p,i.a,B cau@e Fo, @ocial ineRualitB- *olloEin3 tDe a,,oE@, Bou can @ee DoE eacD pa,t oF tDe cDa,t i@ ,elated to one anotDe,- It i@ inte,e@tin3 to @ee tDat iF a pe,@on Da@ t,ou6le co..unicatin3 to people liHin3 in a pa,ticula, a,ea DoE ea@B it 6eco.e@ Fo, tDe. to .aAe tDat pe,@on Feel le@@e, EDen tDeB @peaA:e,e a,e @o.e eKa.ple@ indicatin3 co..unication 6a,,ie,@ tDat led to lan3ua3e di@c,i.ination0 lan3ua3e di@c,i.ination in tDe <o,Aplace ?MeBe, H- Ne6,a@AaC0 In "#"#, tDe Ne6,a@Aa Sup,e.e Cou,t Found Ro6e,t MeBe, 3uiltB Fo, teacDin3 a Boun3 @tudent a Bi6le @to,B in Ge,.an- :oEeHe,, tDe United State@ Sup,e.e Cou,t ,ejected tDi@ deci@ion on tDe 6a@i@ oF tDe *ou,teentD A.end.ent lan3ua3e di@c,i.ination in tDe [email protected], Indu@t,B ?>i. H- No,tDEe@te,n Mutual 7iFe In@u,ance Co.panBC0 A >o,ean-A.e,ican Fa.ilB @ued No,tDEe@te,n Mutual 7iFe In@u,ance Co.panB Fo, it@ denial oF an application ,elated to En3li@D-@peaAin3 p,oFiciencB- TDe co.panB appa,entlB Da@ a ,eRui,e.ent tDat applicant@ Fo, in@u,ance .u@t 6e En3li@D-p,oFicient- IF not, tDei, application i@ denied- TDe ca@e ,e@ulted in a @ettle.ent- No,tDEe@te,n could no lon3e, denB people in@u,ance 6ecau@e tDeB do not @peaA En3li@D Eell enou3D lan3ua3e di@c,i.ination in Education ?Ma,tin 7utDe, >in3 Ounio, Ele.enta,B ScDool CDild,en et al-, H- Ann A,6o, ScDool )i@t,ictC0 TDe .ain i@@ue in tDi@ ca@e Ea@ alle3ed di@c,i.ination a3ain@t cDild,en EDo@e Do.e lan3ua3e Ea@ T6lacA En3li@D-T TDe cou,t decided tDat it Ea@ app,op,iate tDat tDe ScDool Boa,d taAe @tep@ to Delp tDe teacDe,@ 6ette, unde,@tand and ,eco3niMe tDe lan3ua3e @poAen at Do.e 6B tDe cDild,en?Dttp022EEE-uE.-edu2Cou,@e2%8!-"# 2di@c,i.ination-Dt.lC

%"

Business Co

unication Topics

3& Co pre.ension
2nswer the ollowing 4uestions+ :oE Eould Bou eKplain tDe concept oF Zdi@c,i.inationS, 3ene,allB, and Zlan3ua3e di@c,i.inationS, in pa,ticula,G <DB i@ it i.po,tant Fo, teacDe,@ to ,eco3niMe tDe lan3ua3e @poAen at Do.e 6B tDe cDild,enG

4& 5ocabular(n each o the ollowing (groups o ) sentences (!'0), there are our underlined parts, 2, B, 1, and %. :or each sentence, ind the underlined part, 2, B, 1 or %, that makes the sentence incorrect. /here is always one possi$le answer. /.at is lan)ua)e discri inationF "- 7an3ua3e di@c,i.ination ?AC .ean@ to t,eat @o.eone diFFe,entlB @olelB ?BC 6ecau@e oF Di@ o, De, natiHe lan3ua3e ?CC o, otDe, cDa,acte,i@tic@ ?)C oF @peecD- ?AC On tDe jo6, Fo, eKa.ple, an e.ploBee ?BC .aB 6e @u6jected to lan3ua3e di@c,i.ination iF tDe Eo,Aplace Da@ a T@peaA-En3li@D-onlBT policB, ?CC e@peciallB iF De, ?)C p,i.a, lan3ua3e i@ not En3li@D%- An e.ploBee ?AC .aB al@o 6e tDe Hicti. oF lan3ua3e di@c,i.ination iF @De i@ t,eated ?BC le@@ FaHo,a6le tDan otDe, e.ploBee@ 6ecau@e @De @peaA@ En3li@D ?CC EitD an accent, o, iF @De i@ told @De doe@ not ?)C RualiFB Fo, a po@ition 6ecau@e @De doe@ not @peaA En3li@D Eell enou3D'- But ?AC lan3ua3e di@c,i.ination doe@nVt onlB Dappen ?BC in tDe jo6- *o, eKa.ple, a pe,@on .aB 6e denied ?CC acce@@ to 6u@ine@@e@ o, 3oHe,n.ent @e,Hice@ 6ecau@e ?)C De o, @De doe@ not @peaA En3li@D8- TDe ?AC Rue@tion ,i@e@0 (s language discrimination illegal- AltDou3D tDe ?BC laE in tDi@ a,ea i@ @till deHelopin3, tDe,e a,e .anB cou,t ?CC deci@ion@ EDicD DaHe Found lan3ua3e di@c,i.ination ?)C to 6e a Hiolation oF peopleV@ con@titutional ,i3Dt@ and ciHil ,i3Dt@ laE@&- So.e cou,t@ DaHe Found lan3ua3e di@c,i.ination to 6e ?AC tDe @a.e liAe di@c,i.ination ?BC 6a@ed on ,ace o, national o,i3in- ?CC A@ ea,lB a@ "# &, tDe United State@ Sup,e.e Cou,t ,uled tDat a ,eRui,e.ent tDat accountin3 ?)C ,eco,d@ 6e Aept in En3li@D o, local dialect@ 6ut not CDine@e, Hiolated tDe Con@titution ?9u Con3 En3 H- T,inidadC$- In "#$', tDe Sup,e.e Cou,t ,uled tDat ?AC Failin3 to p,oHide 6ilin3ual in@t,uction Fo, pu6lic @cDool @tudent@ EDo did not @peaA En3li@D eFFectiHelB ?BC denied tDe. eRual acce@@ to educational oppo,tunitie@, and tDu@ con@tituted national o,i3in ?CC di@c,i.ination unde, Title 1I oF tDe CiHil Ri3Dt@ Act oF "#&', ?7au H- NicDol@C- And, a@ ,ecentlB a@ "##", tDe cou,t ,uled tDat ?)C in @o.e ca@e@, lan3ua3e-6a@ed di@c,i.ination @Dould 6e t,eated a@ ,ace di@c,i.ination ?:e,nandeM H- NeE 9o,AC?Dttp022EEE-aclunc-o,32lan3ua3e2lan3-,epo,t-Dt.lC

!ffective "istening# The Audience

9& %an)ua)e +ocus

NONDISCRIMINATOR= /RITIN$ TIPS *OR A1OI)ING )ISCRIMINATOR9 <RITING Tips )o not u@e .a@culine p,onoun@ Fo, 6otD @eKe@Su))estions a- ,epD,a@e tDe @entence E2a ples a- <Den a client need@ a@@i@tance, it i@ his ,i3Dt to 3et it- [ A client EDo need@ a@@i@tance Da@ tDe ,i3Dt to 3et it6- <Den client@ need a@@i@tance, they DaHe tDe ,i3Dt to 3et itc- <Den a@@i@tance i@ needed, one Da@ tDe ,i3Dt to a@A Fo, itMan-.ade X .anuFactu,ed Con3,e@@.an X ,ep,e@entatiHe, .e.6e, oF tDe Con3,e@@ Bu@ine@@.an X 6u@ine@@ eKecutiHe Italian@ a,e MaFia .e.6e,@ X <,on3W BlacA@ can do onlB .enial jo6@ X <,on3W JtDe 3Detto a,ea@ oF tDe citBJ - <,on3W e-3- .atu,e, elde,lB, juHenile etc)eaF and du.6 [ Dea,in3 and @peecD di@a6led

6- .aAe tDe ,eFe,ence plu,al c- @u6@titute neut,al eKp,e@@ion@ ?De o, @De, De2@De, Bou, one, pe,@onC Replace tDe@e Eo,d@-

AHoid Eo,d@ de,iHed F,o. .a@culine Eo,d@-

AHoid Eo,d@ indicatin3 .ino,itie@ in a @te,eotBped EaB-

TaAe ca,e to tDe eFFect@ oF Bou, Eo,d@W

AHoid Eo,d@ tDat indicate a3eAHoid Eo,d@ tDat de@c,i6e di@a6ilitie@-

Ca,eFullB jud3e tDe u@e oF @ucD te,.@*ind non6ia@ed Hoca6ula,B to ,eplace @ucD Eo,d@-

?adapted F,o. 7e@iAa,, Petit, *latleB "##%0 %(C

:& Spea0in)
Fame some ethical dilemmas in $usiness communication? choose one and descri$e it in detail (source, elements, characteristics, ways o preventing it, etc.) 1an a $usiness report $e discriminatory- Aive e#amples.

;& /ritin)
1omplain to the local newspaper that your irm has $een discriminated $y a previous article that appeared in the same newspaper a week ago. /hat article contained distorted data a$out your organization. 6ou wonder whoDs to $lame $ut do not accuse your competitors.

%%

Business Co

unication Topics

5I& EFFECTI5E %ISTENIN$& T*E AUDIENCE

BASIC NOTIONS %istenin) ,ep,e@ent@ a Hital @Aill in 6u@ine@@)o Bou u@uallB li@ten acco,din3 to tDe FiHe @tep@ .entioned in tDe ta6le 6eloEG <DicD oF tDe tD,ee tBpe@ oF li@tenin3 do Bou p,eFe,G <DBG "- @en@in3 - inte,p,etin3 steps in listenin) %- eHaluatin3 '- ,e.e.6e,in3 8- ,e@pondin3 <Dat tBpe oF a li@tene, a,e BouG t-pes o+ listeners SelF-cente,ed0 @upe,i.po@e tDei, eKpe,ience on Bou,@)eFen@iHe0 tDeB HieE eHe,B co..ent a@ a pe,@onal attacA Good2 eFFectiHe0 ,eceptiHe to 6otD inFo,.ation and Feelin3@t-pes o+ listenin) "- content li@tenin3 ?unde,@tand and ,etain tDe .e@@a3eC - c,itical li@tenin3 ?eHaluate tDe inFo,.ationC %- actiHe2 e.pDatic li@tenin3 ?to unde,@tand tDe otDe, pe,@onC

)oe@ audience ,ep,e@ent a p,o6le. Fo, BouG EKplainPro+ile ta0e into account0 AudienceS@ @iMe and co.po@ition ?<DoGC audience Reaction ?:oEG <DBGC 7eHel oF unde,@tandin3 ?:oE .ucDGC Relation@Dip EitD tDe @ende, oF inFo,.ation ?<Dat tBpeGC needs Din+or ation# oti,ational# practicalE a& MaAe tDe diFFe,ence0 EDat do tDeB Eant2 need to AnoEG Anticipate po@@i6le Rue@tion@Mind tDe RualitB oF inFo,.ation ?accu,acB, lo3ic, i.po,tance, @peciFicitBC b& T,B to Ein tDe audience to Bou, point oF HieE ?a3,ee.entCc& Cu,,ent p,o6le.@ audience .aB Face0 lacA oF ti.e, di@t,action, and p,o6le. p,io,itB- OHe,co.e tDe. 6B0 a conHenient Fo,.at oF Bou, .e@@a3e, u@e deHice@ tDat .aAe tDe .e@@a3e ea@B to unde,@tand [email protected],ie@, oHe,HieE@, Deadin3@, li@t@, appendiKe@, Dandout@, cDa,t@, 3,apD@, etc-C

'& Discussion
>hat makes you a good listener- 8ake a list o attitudes and 4ualities that contri$ute to e ective listening and discuss them in your group o work. *ow will you use your listening skills during an interview or a meeting(s it possi$le to overcome language and cultural $arriers simply $y listening care ully- "#plain.

%'

!ffective "istening# The Audience

(& Readin)
.ead a$out another EmythD o technical communication ) 2udiences are Static. 1hoose the $est sentence rom the list $elow (2'") to ill each gap (!'<). /here is one sentence that you do not need. /here is an e#ample at the $eginning (3'"). A But EitDin one o, tEo decade@, tDe@e people Eill DaHe 6eco.e a Hani@Din3lB @.all co.ponent oF tDe audience Fo, tBpical @oFtEa,e deHelope,@B But Eill tDeB cDan3e oHe, ti.eG C And tDe cBcle 6e3in@ a3ain a@ .o,e neopDBte@ picA up tDe p,oduct and decide itV@ Eo,tD lea,nin3 6ecau@e itV@ tDe @tanda,dD TDe onlB EaB to Find out Eill 6e to Aeep ou, eBe on tDe. and @ta,t a@@e@@in3 DoE tDei, need@ a,e cDan3in3E TDatV@ Fa, F,o. t,ueTDe,eV@ a .BtD tDat once BouVHe cDa,acte,iMed Bou, audience tD,ou3D audience analB@i@, tDe jo6V@ done and all Bou need to do i@ FolloE up EitD a ,ound oF u@a6ilitB te@tin3 to p,oHide a ,ealitB cDecA- 2UU! E2 InconHenientlB, audience@ in@i@t on cDan3in3 oHe, ti.e- TDe neopDBte Bou deHoted an enti,e T3ettin3 @ta,tedT .anual to teacDin3 eHentuallB 3,oE@ 6eBond tDe need Fo, tDi@ inFo,.ation, and .aB eHen 6eco.e a TpoEe, u@e,-T So.e oF tDe Fo,.e, poEe, u@e,@ leaHe, te.pted aEaB F,o. tDe Fold 6B neEe,, .o,e inte,e@tin3 p,oduct@ tDat p,e@ent eKcitin3 neE po@@i6ilitie@I in pa,ticula,, tDe ,adical F,in3e EDo Fi,@t adopted a p,oduct and pu@Ded it to it@ .aKi.u. potential oFten leaHe to FolloE neEe, EaHe@, leaHin3 6eDind c,[email protected] EDo Feel no need Fo, @ucD eKplo,ation- 2UU"2 IVHe al,eadB .entioned tDat ou, audience@ a,e a3in3, 6ut tDi@ Fact Da@ @i3niFicant i.plication@ 6eBond tDe need to ,e.e.6e, le3i6ilitB i@@ue@- One cDan3e tDat i@ al,eadB Eell unde,EaB and tDat .aB 6e co.plete EitDin tDe p,oFe@@ional liFeti.e@ oF .o@t cu,,ent 6u@ine@@ people inHolHe@ co.pute, u@eEHen todaB, ! Bea,@ aFte, pe,@onal co.pute,@ 6e3an .oHin3 out oF tDe Dand@ oF Do66Bi@t@, Ee .u@t E,ite Fo, an audience tDat include@ a Fai, nu.6e, oF people EDo a,e acutelB unco.Fo,ta6le EitD co.pute,@ and EDo .aB 6e u@in3 tDe. Fo, tDe Fi,@t ti.e- 2 UU2 IF tDeB 6eco.e @uFFicientlB ,a,e, pe,Dap@ ou, e.ploBe,@ EonVt 3,ant u@ tDe ti.e and ,e@ou,ce@ to cate, to tDei, need@- *o, .o@t oF ou, audience, co.pute,@ Eill 6e @o Fa.ilia, tDat tDeBV,e @econd natu,e, and tDat Eill DaHe p,oFound i.plication@ Fo, DoE and EDat Ee docu.ent- TDe,eV@ al,eadB a t,end in tDi@ di,ection, @ince .anual@ tDat 6e3in EitD tDe Eo,d@ T<e a@@u.e Bou al,eadB AnoE DoE to u@e <indoE@T DaHe p,ettB .ucD d,iHen .anual@ EitD an ope,atin3 @B@te. tuto,ial into eKtinction:oE el@e Eill ou, audience cDan3e oHe, tDe neKt tEo decade@G 2%UU2
?adapted F,o.0 Dttp022EEE-tecDE,-l-co.2tecDEDi,l2.a3aMine23ettin3@ta,[email protected]"C

3& Co pre.ension
2nswer the 4uestions+ :oE do audience@ cDan3e oHe, ti.eG )oe@ tDe audience oF tecDnical co..unicato,@ ,[email protected] in anB ,e@pect EitD tDe audience oF a 6u@ine@@ p,e@entationG <ill e.ploBe,@ @till Di,e tecDnical co..unicato,@ in Futu,eG

4& 5ocabular;se the word given in capitals at the end o each gapped line (!'!3) to derive a word that its in the space.

%8

Business Co

unication Topics

U@uallB it i@ i.po,tant to "UU and u@e Bou, oEn Eo,d@ in UU Bou, unde,@tandin3 oF tDe .e@@a3e- Pa,,otin3 6acA tDe Eo,d@ He,6ati. i@ annoBin3 and doe@ not en@u,e accu,ate unde,@tandin3 oF tDe .e@@a3e- )ependin3 on tDe pu,po@e oF tDe %UU and Bou, unde,@tandin3 oF EDat i@ ,eleHant, Bou could ,eFlect 6acA tDe otDe, pe,@on@0 account oF tDe Fact@, tDou3Dt@ and 6elieF@, Feelin3@ and e.otion@, Eant@, need@ o, .otiHation, Dope@ and 'UU & )onSt ,e@pond to ju@t tDe 8UU oF tDe Eo,d@, looA Fo, tDe Feelin3@ o, intent 6eBond tDe Eo,d@- TDe dictiona,B o, @u,Face .eanin3 oF tDe Eo,d@ o, code u@ed 6B tDe @ende, i@ not tDe .e@@a3eInDi6it Bou, i.pul@e to i..ediatelB an@Ee, Rue@tion@- TDe code .aB 6e in tDe Fo,. oF a Rue@tion- So.eti.e@ people a@A Rue@tion@ EDen tDeB &UU Eant to eKp,e@@ tDe.@elHe@ and a,e not open to Dea,in3 an an@Ee,>noE EDen to Ruit u@in3 actiHe li@tenin3- Once Bou accu,atelB unde,@tand tDe @ende,S@ .e@@a3e, it .aB 6e app,op,iate to ,e@pond EitD Bou, oEn .e@@a3e)onSt u@e actiHe li@tenin3 to Dide and aHoid $UU Bou, oEn po@itionIF Bou a,e conFu@ed and AnoE Bou do not unde,@tand, eitDe, tell tDe pe,@on Bou donSt unde,@tand and a@A Di.2De, to @aB it anotDe, EaB, o, u@e Bou, 6e@t 3ue@@- IF Bou a,e (UU, tDe pe,@on Eill ,ealiMe it and Eill liAelB atte.pt to co,,ect Bou, .i@unde,@tandin3ActiHe li@tenin3 i@ a He,B eFFectiHe Fi,@t ,e@pon@e EDen tDe otDe, pe,@on i@ an3,B, Du,t o, eKp,e@@in3 diFFicult Feelin3@ toEa,d Bou, e@peciallB in ,elation@Dip@ tDat a,e i.po,tant to BouU@e eBe contact and listening 6odB lan3ua3e- AHoid looAin3 at Bou, EatcD o, at otDe, people o, actiHitie@ a,ound tDe ,oo.- *ace and lean toEa,d tDe @peaAe, and nod Bou, Dead, a@ it i@ app,op,iate- Be #UU a6out c,o@@in3 Bou, a,.@ and appea,in3 clo@ed o, c,iticalBe e.patDic and "!UU- 9ou can 6e acceptin3 and ,e@pectFul oF tDe pe,@on and tDei, Feelin3@ and 6elieF@ EitDout inHalidatin3 o, 3iHin3 up Bou, oEn po@ition, o, EitDout a3,eein3 EitD tDe accu,acB and HaliditB oF tDei, HieE-

P:RASE, 1ERB ACTION E;PECT MEAN

REA7

RE1EA7 CORRECT

CARE OU)GE

Dttp022EEE-d,[email protected]

9& %an)ua)e +ocus

COMMUNICATIN$ EFFECTS <Den Bou co..unicate EitDin tDe o,3aniMation Bou u@uallB co..unicate inFo,.ation ?,epo,t@, .e.o@, p,opo@al@, p,ocedu,e@ etc-C<Den Bou co..unicate out@ide tDe o,3aniMation, .o@tlB 6B lette, E,itin3, Bou co..unicate not onlB inFo,.ation, 6ut al@o ce,tain e ects ?i-e- 3oodEill eFFect, pe,@ua@ion etc-C E++ects )ood8ill e++ect D+a,ourable e++ectE Tec.ni7ues used to ac.ie,e t.at e++ect U@e a conHe,@ational lan3ua3e ?Ea,. and natu,alCU@e PBou-HieEpointQ0 it e.pDa@iMe@ tDe ,eade,S@ inte,e@t@Be @ince,e in 6ein3 cou,teou@AHoid a cold, unnatu,al @tBleBe ca,eFul not to .anipulateW AHoid eKa33e,ationPlace tDe Eo,d2pD,a@e Bou Eant to e.pDa@iMe in tDe 6e3innin32end oF tDe @entenceGiHe tDe topic Bou Eant to e.pDa@iMe .o,e @paceU@e @Do,t @entence@ tDat e.pDa@iMe tDe contentU@e .ecDanical deHice@ ?colou,, dia3,a.@Cclea,, lo3ic p,e@entation

e p.asis deter ines e++ect

Accurac- e++ect

%&

!ffective "istening# The Audience

clarit- and planned e++ect persuasion e++ect oderation e++ect D+or bad ne8sE

clea,, lo3ic p,e@entation PaB attention to teKt coDe,enceU@e adeRuate Hoca6ula,BW GiHe @pecial ca,e to tDe Eo,d@2 pD,a@e@ Bou u@eW
?adapted F,o. 7e@iAa,, Petit, *latleB "##%0 $%C

Read tDe ta6le a6out @endin3 a .e@@a3e acco,din3 to ce,tain 3oal@ and o6jectiHe@ ?:a,old )- 7a@@ite,S@ dia3,a.C Buestion /.oF /.atF /.-F To 8.o F *o8F /it. 8.at e++ectsF Ele ents to care about TDe co..unication antecedent@ TDe code and tDe cDa,acte,i@tic@ oF co..unication Co..unication p,oce@@ TDe ,eceiHe, TDe ,eceiHe, Gettin3 inFo,.ation a6out tDe ,e@ult@ oF co..unication ObGecti,es >noEin3 tDe autDo, oF tDe .e@@a3e To de@c,i6e tDe t,end@ oF tDe .e@@a3eI co.pa,in3 tDe content to a ce,tain @tanda,d To AnoE tDe ai.@ oF tDe @ende, TDe .e@@a3e and tDe audience )e@c,i6e tDe co..unication patte,n@I pe,@ua@ion tecDniRue@ To a@@e@@ Feed6acA, to analBMe tDe inFo,.ation FloE
?7a@@Eell "#$%C

9. !. 6ou are supposed to deliver a speech in ront o a EreluctantD audience. .e ' write the ollowing messages trying to render an e ect o accuracy, clarity, sometimes persuasion or good will. %iscuss the changes you have made in the te#t to achieve your goal. a& T.e pupil 8ill or)aniHe .is 8or0 so t.at .e or s.e can pass all classes& b& PR e plo-ees 8ill increase co unication s0ills& T.e- 8ill also increase 8ritten lan)ua)e s0ills to 3rd )rade le,elc& Our sales a)ents 8ill pass all trainin) classes&

:& Spea0in)
8ake a list o various activities that may help you improve your listening skills. &resent it to your colleagues. "valuate yoursel as a listener? then do the same with your $est riend. %o the pro$lems you have (as a listener) a ect your $ehaviour at school/ at work/ in your group o riends-

;& /ritin)
(n not more than ,33 words make the pro ile o the ideal audience? consider a particular occasion (con erence, presentation, trade air, negotiation, etc.).

%$

5II& PRESENTATIONS
BASIC NOTIONS De+inition1 A presentation is a prepared tal0 )i,en b- a spea0er Dt.e trans itterE to one or listeners Dt.e recei,ersE ore

'& Co ponents o+ a presentation PreCpreparation Plannin) Preparin) Constituti,es Con@ide,0 o6jectiHe@, audience, ti.e, location Con@ide,0 3oal, eKpectation@, .ain point@, 6e@t o,de,, Bou, ,elation@Dip EitD tDe audience, tDei, ,eaction collect .ate,ial@ @elect ,eleHant point@ 3,oup co..on point@ a,,an3e idea@ in tDe .o@t .eanin3Ful @eRuence con@ide, EaB@ oF linAin3 piece@ oF inFo,.ation .o@t eFFectiHelB Con@ide, tDe @t,uctu,e oF Bou, p,e@entation

Deli,erin)

(& T.e structure o+ a presentation introduction Ele ents G,eetin3 Int,oduce Bou,@elF ?iF nece@@a,BC Int,oduce Bou, talA ?@u6ject oF Bou, @peecDC P,e@ent .ain point diHided into0 point ", point , etcE.pDa@iMe t,an@ition 6etEeen pa,t@ InHite Rue@tion@ ?iF nece@@a,BC Re@tate tDe @u6ject Su..a,iMe .ain point@ ),aE a conclu@ion Action Gain attention Openin3 po@@i6ilitie@0 Du.an inte,e@t, Du.ou,, Ruotation@, Rue@tion@, etcBe lo3ical, coDe,ent, clea, Call Fo, action

bod-

conclusion

Communication and $ecruitment

3& Ele ents o+ an e++ecti,e presentation or)aniHation o+ in+or ation deli,er- o+ in+or ation Tar)ets @t,uctu,e t,an@pa,encB content o,3aniMation inFo,.ation leHel "- i.a3e ?Fo,.al2inFo,.alI ,elaKed2 Di3D poEe,ed, etc-C - audience Featu,e@ %- non-lin3ui@tic tecDniRue@ '- lin3ui@tic tecDniRue@ ?@entence@, Hoice, @ilence, Du.ou,, Rue@tion@C 8- tecDnical @uppo,t ?@lide@, dia3,a.@, t,an@pa,encie@, Dandout@, etc-C 1oca6ula,B 3,a..a, p,onunciation FluencB lo3ic neHe, Fo,3et tDe audience 7et tDe. a@A Rue@tion@ o, .aAe co..ent@ ?Feed6acAC

use o+ lan)ua)e

care +or t.e audience

4& Presentation

a0in) Presentation strate)ies "- )ete,.ination oF tDe p,e@entation .etDod - Con@ide,ation oF pe,@onal a@pect@ ?conFidence, @ince,itB, tDo,ou3Dne@@, F,iendline@@C %- Audience analB@i@ ?audience cDa,acte,i@tic@0 @iMe, a3e, education, AnoEled3e, audience ,eaction@0 Facial eKp,e@@ion@, .oHe.ent@, noi@e@C '- Be ca,eFul EitD Bou, appea,ance and pDB@ical action@ ?co..unication enHi,on.ent, pe,@onal appea,ance, po@tu,e, .anne, oF EalAin3, Facial eKp,e@@ion@, 3e@tu,e@C 8- U@e oF Hoice ?aHoid0 lacA oF Ha,iation in pitcD, lacA oF Ha,iation in @peed, lacA oF Hocal e.pDa@i@, unplea@ant HoiceC &- U@e oF Hi@ual@ ?@elect Hi@ual@ ca,eFullB, u@e tDe tBpe oF Hi@ual tDat co..unicate@ tDe inFo,.ation 6e@t, .aAe tDe Hi@ual@ point@ oF inte,e@t in Bou, p,e@entationC
?all ta6le@ adapted F,o. BoH\e, TDill "## and 7e@iAa,, Petit, *latleB "##%C

Presentation tec.ni7ues EKte.po,aneou@0 tDo,ou3D p,epa,ation, u@e@ note@, ,eDea,@ed Me.o,iMin3 Readin3

T-pes o+ presentations1 "- Cla@@ic ?one pe,@on p,e@entationC - Tea. ?colla6o,atiHeC p,e@entation@ %- TDe o,al ,epo,t ?an o,al p,e@entation oF a Factual inFo,.ationC Tip@ Fo, eFFectiHe @peaAin30 o,3aniMe Bou, @peecD lo3icallB ta,3et Bou, @peecD to a clea, conclu@ion adapt Bou, lan3ua3e to tDe audience

%#

Business Co

unication Topics

p,onounce clea,lB @peaA co,,ectlB .aintain a HiHid attitude u@e 6odB lan3ua3e to 6e@t adHanta3e 6e ,elaKed and natu,al Aeep eBe-contact 6e cal. @uppo,t Bou, p,e@entation EitD Hi@ual@ Aeep Bou, te.pe,

'& Discussion
>hat kind o presentations have you delivered during your school years2nalyze yourselves as e ective speakers. *ave your personal characteristics in luenced your presentations-

(& Readin)
.ead a$out 2udience (nteraction. /he topic sentence in each paragraph has $een removed. 1hoose rom the list (2'8) the $est sentence to ill each o the $lanks (!'!!). /here is one e#tra sentence, which does not $elong in any gap. /here is an e#ample at the $eginning (3 "). A TDe AeBEo,d@ EDen dealin3 EitD di@,uption a,e to 6e polite 6ut Fi,., neHe, lo@e Bou, te.pe, o, Bou, coolB It Ea@ ,eco..ended ea,lie, tDat Bou planned Bou, p,e@entation to DaHe a Rue@tion and an@Ee, @e@@ion at tDe endC TDe u@e oF Du.o, in p,e@entation@ i@ a diFFicult a,eaD A 3ood p,e@entation can 6e ,uined 6B a poo, Rue@tion and an@Ee, @e@@ionE Reco3niMin3 6otD po@itiHe and ne3atiHe @i3nal@ F,o. audience inte,action du,in3 p,e@entation @Dould not cDan3e Bou, planned p,e@entation Funda.entallBF IF @o.eone denounce@ @o.etDin3 tDat Bou DaHe @aid, aHoid 3ettin3 into an a,3u.ent EitD tDe.$ AnotDe, tDin3 tDat can p,oHe inHalua6le i@ to AnoE DoE to ,ecoHe, EDen a joAe Da@ Failed* <Den an@Ee,in3 Rue@tion@ do @o 6B @peaAin3 clea,lB and conFidentlB, otDe,Ei@e Bou Eill appea, un@u,e oF EDat Bou a,e @aBin3I 9ou .aB 6e Facin3 an un,e@pon@iHe 3,oup, one tDat ju@t @it@ ine,t and Eill not @DoE anB inte,e@t in taAin3 pa,t - eHen du,in3 tDe planned Rue@tion and an@Ee, @e@@ionI 9ou .aB Face Rue@tion@ tDat a,e unan@Ee,a6le> :oEeHe, 6B pau@in3, taAin3 a d,inA oF Eate, and ,e3ainin3 eBe contact EitD @uppo,tiHe .e.6e,@ oF tDe audience tDe p,e@ente, Da@ .ana3ed to co.po@e De,@elF once .o,e% Con@ide, an eKa.ple EDe,e tDe p,e@ente, Da@ @ta,ted Eell, and deliHe,ed a clea, and conci@e int,oductionM :u.ou, @Dould 6e ca,eFullB u@ed in a p,e@entationAudience interaction Focusin) =our Messa)e +or Ma2i u I pact 2! E2 9ou, .e@@a3e and tDe .ate,ial EitD EDicD Bou a,e co..unicatin3 it @Dould DaHe 6een ca,eFullB p,epa,ed and ,adical cDan3e@ Eill al.o@t ce,tainlB not 6e p,actical- TDe ,eal point oF ,eadin3 @i3nal@ F,o. Bou, audience i@ tDat it can Delp Bou to jud3e EDo Bou DaHe on-@ide, EDo i@ oppo@in3 Bou, point oF HieE and EDo Da@ Bet to decide- TDi@ @Dould Delp Bou to Focu@ Bou, .e@@a3e EDe,e it can DaHe .aKi.u. i.pact, talAin3 ,ound tDo@e tDat can 6e @EaBed, EDil@t Aeepin3 Bou, @uppo,te,@ EitD Bou and t,Bin3 not to alienate tDe oppo@ition- One o, .o,e .e.6e,@ oF Bou, audience .aB atte.pt to di@,upt

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Communication and $ecruitment

Bou, p,e@entation, u@uallB 6ecau@e tDeB @t,on3lB di@a3,ee EitD Bou, .e@@a3e- 7ea,n to ,eco3niMe DoE tDi@ di@,uption .aB .aniFe@t it@elF and Bou Eill 6e 6ette, eRuipped to cope EitD itUse *u or Care+ull2"UU2 On tDe EDole Du.o, i@ @een a@ a po@itiHe tDin3 - 6ut it@ all doEn to tDe EaB itS@ deliHe,edTDe,e i@ an inc,ea@in3 t,end toEa,d@ actuallB openin3 p,e@entation@ EitD a joAe - and iF Bou ca,,B it oFF it can 6e an eKcellent EaB oF c,eatin3 a ,appo,t EitD tDe audience- :oEeHe,, a 6adlB eKecuted joAe, o, @i.plB tDe E,on3 joAe can c,eate e,ect an in@u,.ounta6le Du,dle - ,i3Dt at tDe @ta,t- 9ou .u@t 6e conFident tDat anB joAe@ Bou include do not oFFend o, e.6a,,a@@ anB .e.6e,@ oF Bou, audience - a@ tDi@ Eill ,ep,e@ent ne3atiHe audience inte,action du,in3 p,e@entation- Ti.in3 i@ a c,itical a@pect oF u@in3 Du.o, eFFectiHelB- Good co.edian@ Eo,A EitD ti.in3, and p,actice @ettin3 up tDe puncD line- TDe u@e oF pacin3, ti.e and pau@e@ a,e all i.po,tant EDen tellin3 joAe@2 UU2 OFten tDi@ can 6e done ju@t 6B pointin3 out tDe Flatne@@ oF tDe Failed joAe - 6ut once a3ain tDi@ i@ a @Aill tDat taAe@ a lot oF @elF-conFidence and p,actice- IF Bou a,e te.pted to u@e Du.o, 6ecau@e tDe content oF Bou, p,e@entation @ee.@ a little dull, tDen Bou .aB 6e @aFe, u@in3 an analo3B- )one EitD ca,e, tDi@ can liHen up a p,e@entation and Delp tDe audience to ,e.e.6e, Bou, AeB point@- *o, eKa.ple, iF Bou Ee,e a @ale@ .ana3e, t,Bin3 to eKplain to Bou, @ale@ Fo,ce tDe att,i6ute@ oF Bou, co.petito,@ Bou .i3Dt d,aE pa,allel@ EitD popula, Fa.ilB pet@ - F,o. a loBal dependa6le uni.a3inatiHe 7a6,ado, to a @.all tenaciou@ DBpe,actiHe te,,ie, to a la,3e a33,e@@iHe and do.inant RottEeille,- In @u..a,B, iF Bou a,e u@in3 Du.o, .aAe @u,e it i@ a .ediu. tDat Bou a,e Fa.ilia, EitD, cDecA tDe app,op,iatene@@ oF tDe content, ,eDea,@e it Eell and DaHe a contin3encB plan in ca@e it Fall@ FlatNe,er )et into an Ar)u ent 2%UU2 IF Bou ente, into a @Doutin3 .atcD EitD a hec%ler tDen tDeB Ein and Bou lo@e- It i@ Hital Bou donSt let di@,uptiHe .e.6e,@ oF tDe audience derail Bou, p,e@entation - Bou a,e Eo,Ain3 to a ti3Dt @cDedule @o donSt 3et inHolHed in protracted di@cu@@ion@- T,B to app,oacD tDe point oF contention F,o. anB co..on 3,ound tDat Bou @Da,e, 6ut iF tDi@ Fail@ to Eo,A tDen politelB ,eRue@t tDat tDe point i@ di@cu@@ed late, at tDe p,e-planned Rue@tion and an@Ee, @e@@ion2'UU2 IF Bou, point Ea@ 6a@ed on Fact tDen .aAe tDi@ clea, and p,e@ent tDe eHidence- :oEeHe,, iF it Ea@ 6a@ed on Bou, pe,@onal opinion tDen donSt atte.pt to pa@@ tDi@ oFF a@ Factual - it i@ Bou, p,e@entation and tDe,eFo,e Bou, opinion @Dould 6e Eo,tD eKp,e@@in3- AlEaB@ ,e.e.6e, tDat EDat i@ unde,lBin3 tDe point oF contention .aB 6e a 3enuine conce,n and tDat iF Bou t,B to 6,u@D it a@ide it i@ liAelB to 6e taAen up 6B otDe, .e.6e,@ oF tDe audience, EDo .aB tDen @Ein3 a3ain@t Bou- Attention @eeAe,@ .aB .aAe @illB o, @a,ca@tic co..ent@ @i.plB to 3et tDe.@elHe@ noticed, EDil@t otDe, .e.6e,@ oF Bou, audience .aB ,e@pond unwittingly to a ,Deto,ical Rue@tion tDat Bou po@e - @i.plB 6ecau@e tDeB Ee,enSt paBin3 Full attention- T,B to analBMe tDe@e @o,t oF eHent@ a@ tDeB occu, and ,e@pond, pe,Dap@ EitD Du.o, o, @uppo,t 6ut donSt t,B to put people doEn - a@ tDi@ nea,lB alEaB@ ,eFlect@ 6adlB on tDe p,e@ente,7osin) =our Presentation 28UU2 TDi@ Eill ena6le Bou to deliHe, Bou, .e@@a3e and tDen end @t,on3lB EitD a clea, and conci@e @u..in3 up 6eFo,e ente,in3 tDe ,elatiHelB unp,edicta6le a,ea oF tac%ling Rue@tion@ F,o. tDe Floo,- Unle@@ Bou a,e u@in3 Hi@ual-aid@ .aAe @u,e tDat tDeB a,e @EitcDed oFF to aHoid tDe. cau@in3 a di@t,action du,in3 Bou, conclu@ion- Step Fo,Ea,d @o tDat Bou a,e conFidentlB a@@e,tin3 Bou,@elF a@ tDe cente, oF attention and tDen deliHe, tDe @u..in3 up EitD conFidence and autDo,itB- It .aB 6e a 3ood idea to announce tDat tDe end i@ nea, - a@ tDi@ can ,eFocu@ tDe attention oF anB .e.6e,@ oF tDe audience EDo a,e 6e3innin3 to @uFFe, F,o. li@tenin3 Fati3ue- *o, eKa.ple Bou could @aB ZNoE to @u. up 6,ieFlB 6eFo,e I an@Ee, Bou, Rue@tion@S- 9ou, conclu@ion, o, @u..in3 up, @Dould 6e @t,on3 and clea, 6ut not p,ot,acted- IdeallB it Eill ,ep,e@ent a6out "! pe,-cent oF tDe oHe,all p,e@entation- TDe la@t i.p,e@@ion Bou .aAe EitD tDe audience Eill 6e tDe la@tin3 one and tDe la@t Eo,d@ tDat Bou @aB .aB 6e tDe 6e@t ,e.e.6e,ed - @o alEaB@ plan to Fini@D @t,on3lB- Ai. to reiterate tDe .ain point@ F,o. Bou, p,e@entationU@e a co.6ination oF pau@e@, intonation and otDe, He,6al tecDniRue@ - @ucD a@ allite,ation, in o,de, to c,eate a .e.o,a6le @tate.ent-

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Business Co

unication Topics

T.e Buestion J Ans8er Session It Ea@ ,eco..ended ea,lie, tDat Bou p,oHide Bou, audience EitD a p,otocol in tDe int,oducto,B pDa@e oF Bou, p,e@entationI to include @ucD ele.ent@ a@ tDe ti.in3 oF tDe Rue@tion and an@Ee, pDa@eTDi@ i@ oFten 6e@t dealt EitD at tDe end oF tDe p,e@entation, ju@t 6eFo,e Bou, Final @u..in3 up2&UU2 ConHe,@elB a .edioc,e one can 6e @aHed 6B a conFident Final @e@@ion- TDe AeB to 6ein3 conFident in dealin3 EitD Rue@tion@ i@ p,epa,ation- <Den Bou DaHe Fini@Ded d,aFtin3 Bou, p,e@entation ,ead tD,ou3D it ca,eFullB and note anB Rue@tion@ tDat it i@ liAelB to ,ai@e, and p,epa,e an@Ee,@ to tDe@e in adHance- TDi@ i@ tDe ti.e to Focu@ on anB a,ea@ in EDicD Bou, .e@@a3e i@ @Do,t oF Fact@ o, Hulne,a6le to 6ein3 cDallen3ed - in tDi@ EaB it i@ u@uallB po@@i6le to anticipate .o@t Rue@tion@ tDat a,e liAelB to a,i@eTDi@ analB@i@ Eill al@o Delp Bou to p,epa,e one o, .o,e len3tDB an@Ee,@ in adHance Fo, Rue@tion@ tDat Bou a,e @u,e Eill 6e ,ai@ed2$UU2 9ou .aB tDinA tDat tDe o6Hiou@ conclu@ion to d,aE i@ tDat tDeB DaHe no inte,e@t in EDat Bou a,e @aBin3- :oEeHe, it i@ eRuallB liAelB tDat Bou a,e ju@t Facin3 an un,e@pon@iHe 3,oup, tDi@ .aB 6e due to tDe cDa,acte, tBpe@ EitDin it o, tDe int,a-3,oup politic@- IF Bou, p,e@entation Da@ a cDai, tDen tDe cDai,pe,@on @Dould inte,Hene and a@A @o.e initial Rue@tion@ in an atte.pt to inHolHe Bou, audience2(UU2 )o not let ne,He@ d,aE Bou into ,e@pondin3 Da@tilB, alEaB@ tDinA a6out Bou, an@Ee, 6eFo,e Bou @peaA and iF nece@@a,B ,eFe, 6acA to Bou, note@ in o,de, to an@Ee, a Rue@tion- IF tDe Rue@tion ,eRui,e@ cla,iFication tDen a@A tDe Rue@tione, to do tDi@, ,atDe, tDan ,i@A an@Ee,in3 a Rue@tion tDat Ea@nSt a@Aed- <Den an@Ee,in3, add,e@@ tDe enti,e audience and not ju@t to tDe Rue@tione,, and aHoid 3ettin3 into a p,ot,acted de6ate on anB point tDat i@ ,ai@ed - Bou .aB oFFe, to @ee a Rue@tione, aFte, tDe p,e@entation to continue a point tDat i@ oF @peciFic pe,@onal inte,e@t to tDe.2#UU2 TDe@e .aB 6e po@ed 6B people EDo a,e Do@tile to Bou, .e@@a3e o, 6B tDo@e ju@t Ei@Din3 to .aAe a point- IF Bou Feel una6le to an@Ee, a Rue@tion Bou .aB Find it u@eFul to DaHe a @tanda,d ,eplB ,eadB in o,de, to ,educe it@ i.pact on Bou, p,e@entation- :e,e a,e @o.e eKa.ple@ tDat Bou .aB Find u@eFul0 PIVd ,atDe, not an@Ee, tDat De,e and noE, 6ut iF Bou @ee .e aFte, tDe @e@@ion I Eill taAe Bou, detail@ and 3et 6acA to Bou a@ @oon a@ ISHe cDecAed @o.e Fact@QP7et .e tDinA a6out tDat Fo, a .inute, can Ee co.e 6acA to it late,G NeKt Rue@tion plea@eQPI donSt tDinA tDat tDe inFo,.ation nece@@a,ilB @uppo,t@ eitDe, HieE deFinitiHelB- :oEeHe, .B pe,@onal opinion i@ tDatJQRe)ainin) Control Durin) a Presentation 2"!UU2 :oEeHe, ea,lB into tDe .ain 6odB oF tDe p,e@entation @De 6eca.e conFu@ed a6out EDe,e @De Ea@ in ,elation to De, cue ca,d@, ne,He@ @et in and @u6@eRuentlB @De lo@t tDe attention oF tDe audienceAt tDi@ @ta3e tDe p,e@entation could DaHe de3ene,ated into cDao@, EDicD i@ EDat Eould Dappen iF cont,ol Ea@ not ,e3ained2""UU2 SDe FolloEed tDi@ 6B tellin3 a joAe at De, oEn eKpen@e, and tDen Fi,.lB ,e-e@ta6li@Ded De, po@ition in tDe p,e@entation 6B @u..in3 up tDe .ain point@ .ade @o Fa,- *olloEin3 tDi@ De, conFidence ,etu,ned and tDe p,e@entation p,oceeded Eell, EitD tDe Delp oF @.ootD ,unnin3 audio-Hi@ual aid@ and @o.e Eell ,e@ea,cDed 6ut @pontaneou@lB deliHe,ed eKa.ple@- TDe p,e@entation ended EitD a clea, and .e.o,a6le conclu@ion and tDe Rue@tion and an@Ee, @e@@ion Ea@ al@o Eell .ana3ed- TDe overriding i.p,e@@ion Ea@ oF a p,oFe@@ional and @ucce@@Ful p,e@entation- TDi@ eKa.ple illu@t,ate@ a AeB point - tDat iF tDe p,e@ente, can ,e.ain cal. and co.po@ed and deal EitD @ituation@ a@ tDeB a,i@e tDen tDeB @Dould 6e a6le to @taB in cont,ol, Dold tDe inte,e@t oF tDe audience and .aAe a @ucce@@Ful p,e@entation?Dttp022EEE-3etaDead-di,ect-co.23Ep,"'-audience-inte,action-du,in3-p,[email protected]

3& Co pre.ension
"#plain and ind synonyms or the words written in italics in the te#t a$ove.

4& 5ocabular*ere are some phrases you can use during a presentation. &ractice them in short presentations in your work group.

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Communication and $ecruitment

INTRODUCTION Good .o,nin32aFte,noon2eHenin3 ladie@ and 3entle.en2 collea3ue@- MB na.e i@J and I a.J I Eould liAe to @aB a FeE Eo,d@ to Bou a6outJ2 I Eould liAe to talA to Bou a6outJ2 I Eould liAe to eKplain to Bou tDe ope,ation oFJI Eill taAe a6out ! .inute oF Bou, ti.eI ai. to talA to Bou Fo, a6outJ .inute@TDi@ Eill taAe a6outJ I DaHe diHided .B talA into tD,ee .ain pa,t@TDe @u6ject .aB 6e looAed at unde, Fou, .ain Deadin3@)u,in3 .B talA ISll 6e looAin3 at tEo .ain a,ea@IF Bou DaHe anB Rue@tion@, plea@e Feel F,ee to inte,,uptISll 6e 3lad to t,B to an@Ee, Bou, Rue@tion@ at tDe end oF .B talATo @ta,t EitD, ISd liAe to con@ide,J %IN>IN$ SENTENCES1 *i,@t oF all, ISd liAe to looA atJ TDo@e a,e tDe .ain point@ onJ TDatS@ all I DaHe to @aB a6outJ NoE Ee DaHe looAed at2 dealt EitDJ NoE letS@ tu,n toJ2 .oHe on toJ ISd liAe noE to con@ide,2eKa.ineJ NeKt Ee co.e toJ Tu,nin3 noE toJ 7etS@ .oHe on noE toJ TDe neKt point ISd liAe to .aAe i@J A@ I @aid at tDe 6e3innin3 I told Bou a FeE .o.ent@ a3o tDatJ In tDe Fi,@t pa,t oF .B talA I @aidJ A@ I DaHe al,eadB @aidJ A@ I .entioned ea,lie,J ISll co.e to tDat late,ISll ,etu,n to tDi@ point in a FeE .inute@ISll talA a6out tDi@ in tDe neKt pa,t oF .B p,e@entationISll co..ent on tDi@ in .B conclu@ionCONC%USIONS So noE, ISd ju@t liAe to @u..a,iMe tDe .ain point@In 6,ieF, Ee DaHe looAed atJ TDatS@ all I DaHe to @aB Fo, noEI tDinA tDat coHe,@ .o@t oF tDe point@TDat conclude@ .B talATDanA Bou Fo, Bou, attention$ETTIN$ FEEDBAC> And noE, iF Bou DaHe anB Rue@tion@, ISll 6e 3lad to an@Ee, tDe.)oe@ anBone DaHe anB Rue@tion@G AnB Rue@tion@G

9& %an)ua)e +ocus

AS>IN$ FOR AND $I5IN$ OPINIONS StudB tDe FolloEin3 ta6le@ and t,B to i.p,oHe tDei, content EitD @o.e otDe, eKp,e@@ion@0

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Business Co

unication Topics

$i,in) opinions De)ree o+ intensitSt,on3lB E2pressions IS. conHinced2 @u,e2 po@itiHe tDatJ I @t,on3lB 6elieHe tDatJ I DaHe a6@olutelB no dou6t tDatJ I deFinitelB2 ce,tainlB tDinA tDatJ I ,eallB do tDinA tDatJ I ,eallB Feel tDatJ In .B opinionJ A@ Fa, a@ I a. conce,nedJ Acco,din3 toJ I tDinA2 con@ide,2 Feel tDatJ I 6elieHe tDatJ A@ I @ee it, J To .B .indJ *,o. .B point oF HieEJ IS. inclined to tDinA tDatJ I tend to tDinA tDatJ As0in) +or opinions Intensit- o+ St,on3lB anner E2pressions )o Bou ,eallB tDinA tDatJG )o Bou ,eallB 6elieHe tDatJG A,e Bou a6@olutelB @u,e2 conHinced2 po@itiHe tDatJG )onSt Bou tDinA tDatJG )o Bou tDinAJG )o Bou 6elieHe tDatJG )o Bou con@ide, tDatJG A. I ,i3Dt in tDinAin3 tDatJG <ould I 6e ,i3Dt in tDinAin3 tDatJG
?@ee B,ie3e,, SEeeneB "##'0 "(&C

Neut,allB

<eaAlB

Neut,allB

TactFullB

:& Spea0in)
&resent some advantages and disadvantages o getting eed$ack during a presentation. %iscuss some good and $ad techni4ues o using visuals. 8ake a presentation to a hypothetical group o investors that may help you $egin a new $usiness.

;& /ritin)
&repare outlines or the ollowing speaking situations+ a FiHe-.inute talA to "8 Eo,Ae,@ tDat .u@t i.p,oHe tDe RualitB oF tDei, Eo,A A "!-.inute inFo,.atiHe p,e@entation to a 3,oup oF Di3D @cDool pupil@ inte,e@ted in attendin3 tDe *acultB oF Econo.ic@ A !-.inute @ale@ p,e@entation to a 8-.e.6e, 3,oup oF top eKecutiHe@ inte,e@ted in o,de,in3 @o.e oF Bou, p,oduct@-

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Communication and $ecruitment

INTERCU%TURA% ASPECTS '& Discussion

*ow do cultural di erences a ect a presentation making-

(& Readin)
.ead the te#t a$out how to deliver an e ective presentation. /he topic sentence has $een removed rom some paragraphs. 1hoose the suita$le topic sentence or each paragraph. A A@ Bou can @ee, co..unication i@ a co.pleK tEo-EaB p,oce@@B TDe .o@t i.po,tant tDin3 to ,e.e.6e, i@ tDat tDe .e@@a3e tDat Bou intend to co..unicate i@ liAelB to 6e .i@unde,@toodC C,eatin3 and deliHe,in3 an eFFectiHe p,e@entation ,eRui,e a 6a@ic unde,@tandin3 oF tDe co..unication p,oce@@T.e Co unication Process& Deli,erin) e++ecti,e presentations

2"2 Mo@t 6u@ine@@ p,e@entation@ ,eRui,e tDe clea, and una.6i3uou@ co..unication oF a .e@@a3e in a EaB tDat can 6e clea,lB unde,@tood 6B tDe ,ecipient- It i@ Du.an natu,e to a@@u.e tDat EDen Ee co..unicate Ee a,e doin3 @o eFFectiHelBI and tDat iF anBtDin3 3oe@ E,on3 con@eRuentlB tDen tDe ,e@pon@i6ilitB Fo, tDat .u@t ,e@t EitD tDe ,ecipient- TDi@ @c,een Di3Dli3Dt@ @iK @tep@ tDat con@titute a tBpical tEo-EaB co..unication, and EDen tDe oppo,tunitie@ Fo, .i@@-co..unication a,e con@ide,ed Bou .aB HieE it a@ @u,p,i@in3 DoE oFten co..unication Eo,A@ EitDout a p,o6le.A p,e@ente, @peaA@ to an audience- TDe,eFo,e Ee DaHe0 "- <Dat tDe p,e@ente, tDinA@ tDeB @aBI - <Dat tDeB actuallB @aBI %- <Dat tDe audience tDinA@ tDeB @aBNone oF tDe@e a,e nece@@a,ilB tDe @a.e and tD,ee cDance@ al,eadB eKi@t Fo, a 6,eaAdoEn in co..unicationA@ a ,e@ult oF EDat a ,ecipient Dea,@, tDeB .aB .aAe a ,eplB, 3iHin30 "- <Dat tDeB tDinA tDeB @aBI - <Dat tDeB actuallB @aBI %- <Dat tDe p,e@ente, tDinA@ tDeB @aBSi2 Steps in E++ecti,e Co unications 7etS@ eKa.ine eacD oF tDe @iK @tep@ in @li3DtlB .o,e detail - EitD a HieE to p,oHidin3 @o.e 3uideline@ tDat @Dould Delp to p,o.ote .o,e eFFectiHe tEo-EaB co..unication"- En@u,e tDat Bou, audience a,e tuned in and paBin3 Full attention to EDat Bou a,e a6out to @aB- Once Bou DaHe tDe attention oF tDe audience tDe co..unication oF tDe .e@@a3e can 6e3in- EacD ,ecipient li@ten@ to tDe .e@@a3e%- EacD ,ecipient Eill DaHe @o.e Feelin3 a6out tDe .e@@a3e and Eill inte,p,et it@ .eanin3- TDi@ i@ oFten done in tDe li3Dt oF indiHidual attitude@ and p,ejudice@ o, alte,natiHelB EitD ,eFe,ence to p,eHiou@ eKpe,ience o, a@@ociation@- 9ou, p,o6le. i@ tDat tDe audience .aB not Feel and inte,p,et in tDe EaB tDat Bou intended- TDe ,e@ult .aB ,an3e F,o. a @i.ple Failu,e Fo, tDe .e@@a3e to Dit Do.e, tD,ou3D to a @e,iou@ .i@unde,@tandin3'- EacD ,ecipient .aB ,e@pond to tDe o,i3inal .e@@a3e8- 9ou DaHe noE 6eco.e tDe ,eceiHe,, and @Dould li@ten ca,eFullB to tDe .e@@a3e-

'8

Business Co

unication Topics

&- 9ou Eill Feel and inte,p,et @o.etDin3 a6out tDi@ .e@@a3e- TDi@ .aB ,an3e F,o. @ati@Faction tDat tDe co..unication i@ p,oceedin3 a@ Bou intended, to 6eEilde,.ent at DoE Bou, o,i3inal .e@@a3e Ea@ .i@@inte,p,eted2 2 TDi@ i@ EDB it @o oFten 6,eaA@ doEn and i@ ineFFectiHe- <itD tDe co.pleKitB appa,ent eHen in a @i.ple co..unication, it @Dould 6e appa,ent tDat tDe,e i@ a need Fo, cla,itB and @i.plicitB - to .ini.iMe tDe cDance oF .i@unde,@tandin3@- Co..unication i@ a @Aill and liAe anB @Aill it ,eRui,e@ p,actice- It i@ i.p,oHe.ent tD,ou3D p,actice tDat diFFe,entiate@ a @Aill F,o. otDe, Fo,.@ oF AnoEled3e- Unde,@tandin3 tDe tDeo,B oF co..unication and eFFectiHe p,e@entation Eill not in it@elF .aAe Bou a 6,illiant co..unicato, o, p,e@ente, 6ut @Dould .aAe Bou aEa,e oF DoE to .aKi.iMe tDe i.pact oF Bou, p,e@entation@2%2 TDe,eFo,e in addition to ca,eFullB p,epa,in3 and p,e@entin3 Bou, .e@@a3e, @taB ale,t Fo, anB @i3n@ tDat Bou, audience i@ .i@inte,p,etin3 it- It i@ up to Bou, tDe p,e@ente,, to continuallB cDecA tDat Bou, .e@@a3e Da@ 6een ,eceiHed, unde,@tood, co,,ectlB inte,p,eted and Filed in tDe ,eceiHe,@ .ind?Dttp022EEE-3etaDead-di,ect-co.23Ep,!"-p,e@entation-@Aill@-t,ainin3-Dt.C

3& Co pre.ension
"#plain how a $reakdown in communication can occur. *ow can a message $e distorted-

4& 5ocabular.ead a$out the Seven Steps to Better &resentations, $y Ge rey Ceen. :or each $lank (!'!3), decide which o the options 2, B, 1, or % is $est. Hnly one answer is correct and there is always one correct answer. Se,en Steps to Better Presentations IVHe noticed a lot oF talA a6out PoEe,point latelB- A6out DoE itV@ so terrible and DoE it "UU aEFul p,e@entation@- But tDe p,o6le. i@nVt PoEe,point, oF cou,@e- TDe p,o6le. i@ 6ad content deliHe,ed poo,lB- I @peaA Fo, a liHin3, and Dea, lot@ and lot@ oF p,e@entation@ at tDe conFe,ence@ I attend- :e,e a,e @o.e note@ I E,ote up Fo, @o.eone EDo i@ UU to 3iHe Di@ Fi,@t eHe, pu6lic p,e@entationTell stories& Se,iou@lB- People could ca,e le@@ a6out tDe FiHe EaB@ @o.e ;M7 Hoca6ula,B Eill ena6le ente,p,i@e EDateHe,- RatDe,, put a @c,een@Dot oF Bou, p,oject up, tell people EDat Bou lea,ned %UU doin3 it, tDen 3iHe tDe. a @lide tDat ,eite,ate@ tDo@e idea@ in ea@B to di3e@t 6ullet@- TDatV@ do not 3o F,o. 6ullet-point @lide to 6ullet-point @lide t,Bin3 to tell people EDat to tDinAS.o8 pictures& Got a 3ood .etapDo,G U@e it- TTDe <e6 i@ liAe a @cDool oF Fi@D-T But 3o to i.a3e@-3oo3le-co. and tBpe in T@a,dine@T o, T@cDool oF Fi@DT o, 'UU- MaAe it a @lide- TDen say tDe <e6 i@ liAe tDat- MucD .o,e poEe,Ful and .e.o,a6leDon6t apolo)iHe& EHe,- IF @o.etDin3 i@ out oF o,de,, o, iF @o.etDin3 occu,@ 8UU Bou a@ a .i@taAe du,in3 tDe p,e@entation, Aeep it to Bou,@elF- TDeBVll neHe, AnoE- Be@ide@, no6odB ca,e@ a6out tDe p,e@entation it@elF- TDi@ i@ ,eallB Da,d, 6ecau@e you AnoE tDe EDole 6acA@to,B, and BouVll 6e te.pted to eKplain EDB @o.etDin3 i@nVt Ruite pe,Fect- SAip it- Al@o, Bou donVt need to apolo3iMe a6out tDe colo, on tDe p,ojecto,, o, tDe Fact tDat Bou, .ic ju@t popped oFF Bou, lapel, o, tDat a @taFF pe,@on @pilled a pitcDe, oF Eate,- Co..i@e,atin3 i@ Fine, DoEeHe,- TIF it &UU anotDe, 8 de3,ee@ colde, in De,e, IVll 6e a6le to @ee .B 6,eatDWT Start stron)& I canVt 6elieHe DoE .anB p,e@ente,@ Fo,3et tDi@- )o not 3et up tDe,e and @aB, TU., Eell, I 3ue@@ Ee @Dould p,o6a6lB 3et @ta,ted-T In@tead, @aB, T:i, IV. OeFF- ItV@ ,eallB 3,eat to 6e De,e, and tDanA Bou @o .ucD Fo, co.in3 to .B @e@@ion- TodaB, EeV,e 3oin3 to talA a6out----T MaAe @u,e tDo@e a,e tDe a6@olute Fi,@t Eo,d@ Bou @aB out $UU- No need Fo, a joAe o, an openin3 o, anB oF tDat- Ou@t @ta,t @t,on3 and conFidentEnd stron) too& T---@o tDatV@ EDB I liAe @ocial @oFtEa,e- I app,eciate Bou, attention todaB- TDanA Bou-T TDen @tand tDe,e and Eait- EHe,Bone Eill clap, 6ecau@e Bou ju@t told tDe. Bou Ee,e done- <Den tDeBVHe Fini@Ded, a@A tDe. iF tDeB DaHe anB Rue@tion@- IF no6odB a@A@ anBtDin3, (UU tDe unco.Fo,ta6le

'&

Communication and $ecruitment

@ilence EitD T<ell, I 3ue@@ I told Bou eHe,BtDin3 Bou need to AnoE tDen- `DeD DeDa IVll 6e a,ound aFte, iF Bou tDinA oF anBtDin3- TDanA@ a3ainWT and @ta,t pacAin3 up Bou, @tuFFStand& AEaB F,o. tDe podiu.- Out F,o. 6eDind tDe p,e@ente, ta6le- >eep Bou, Dand@ #UU oF Bou, pocAet@- TaAe oFF Bou, conFe,ence 6ad3e ?tDe li3Dt@ Eill catcD it and 6e di@t,actin3C- I pace a little 6it a,ound tDe @ta3e, ti.ed EitD .B point@, @aBin3 one tDin3 F,o. oHe, De,e, and anotDe, F,o. oHe, tDe,e- But donVt .oHe too .ucDPause& <Den Bou @aB @o.etDin3 i.po,tant, leaHe a 3ap "!UU it- 7et it Dan3 tDe,e Fo, a FeE @econd@- T,B it EDen talAin3 to Bou, F,iend@- T9ou AnoE EDat I tDinAG ?pau@e---tEo---tD,ee---Fou,---C I tDinA ; i@ 6anA,uptin3 tDi@ co,po,ation Fo, tDe neKt ten Bea,@- ?pau@e---tEo---tD,ee---Fou,---C :e,eV@ EDB---T
?Dttp022EEE-Heen-co.2jeFF2a,cDiHe@2!!!'(%-Dt.lC

" % ' 8 & $ ( # "!

A c,eate@ A on A EDile A EDoeHe, A EitD A 3et@ A loude, A di@,upt A out A FolloEin3

B ena6le@ B eHe, B in B EDateHe, B a6out B .aAe@ B loud B inte,,upt B oF B endin3

C p,oduce@ C aloud C F,o. C EDat C to C 6eco.e@ C in loud C @top C oFF C aFte,

) i.a3ine@ ) a6out ) a6out ) aliAe ) 6B ) ,i@e@ ) loudlB ) 6,eaA ) out@ide ) 6e@ide@

%an)ua)e +ocus A$REEIN$ AND DISA$REEIN$ )i@tin3ui@D 6etEeen0 a3,eein3 EitD @o.eone 22 a3,eein3 to @o.etDin3Study the ta$le and use the phrases in a conversation with the topic :acing cultural diversity in negotiations. T-pe A)reein) 8it. so eone A)reein) to so et.in) A3,ee.ent I totallB a3,ee EitD Bou I totallB accept tDat I FullB2 co.pletelB a3,ee I FullB2 co.pletelB a3,ee IS. in total a3,ee.ent EitD Bou tDe,e IS. in FaHou, oF tDat Pa,tial a3,ee.ent Up to a point2 To a ce,tain eKtent ISd Up to a point2 to a ce,tain eKtent a3,ee EitD Bou, 6utJ ISd accept tDat, 6utJ 9ou .aB DaHe @o.etDin3 tDe,e 6utJ TDat .aB 6e @o, 6utJ 9ou could2 .aB 6e ,i3Dt, 6utJ TDat .aB2 .i3Dt 6e ,i3Dt, 6utJ )i@a3,ee.ent ?IS. aF,aidC I canSt a3,ee EitD Bou ?IS. aF,aidC I canSt accept tDat I donSt a3,ee I donSt accept tDat
?@ee B,ie3e,, SEeeneB "##'0 "((C

NOTE Ma0e t.e di++erence0 to a3,ee EitD [email protected]@o.etDin3C22 to a3,ee to [email protected] 22 to a3,ee to do @o.etDin3 22 to accept @o.etDin3

:& Spea0in)
>ork in groups. Hne mem$er o the group will make a short presentation o a product he/she has $ought lately. /he other mem$ers o the group will make comments a$out the accuracy o the presentation they have =ust listened to.

;& /ritin)
%ra t the plan o a presentation you have to make in ront o a group o investors willing to inance a student pro=ect a$out the environment protection.

'$

5III& COMMUNICATION AND RECRUITMENT

BASIC E7EMENTS .ead a$out the essential use o communication in recruitment activity. 1onsider the steps you have to take, the activities you should per orm and the skills you may $e re4uired in applying or a =o$. %o you have suggestions o your own to improve the ta$le $elowEssential use o+ co steps t.e Gob searc. unication in recruit ent acti,its%ills re&uired - analBtical and @BntDetic jud3.ent - a@@e@@.ent a6ilitB - c,eatiHe tDinAin3 JJJJJJJJJJJJJJ JJJJJJJJJJJJJJ "- SAill@ Fo, tDe po@ition Bou applB Fo,0 - Functional @Aill@ ?leade,@Dip, @peaAin3 a6ilitB, JJJJJJJ - education and eKpe,ience - pe,@onal cDa,acte,i@tic@ ?i-e- out3oin3, a,ticulate, 3,eat EitD people, a33,e@@iHe, JC - SAill@ Fo, tDe inte,HieE and tDe E,itten docu.ent@ Bou DaHe to p,oduce - @peaAin3 and E,itin3 @Aill@ - u@e co,,ect 6u@ine@@ Hoca6ula,B - u@e co,,ect 3,a..a, - JJJJJJJJJJJJ-

t.e inter,ie8 t.e Gob application

acti,ities - analBMe Bou, Eo,A @Aill@ and RualiFication@ - li@t Bou, 6e@t p,o@pect@ Fo, e.ploB.ent ?6uild a netEo,A oF contact@C - deHelop a @t,ate3B Fo, @ellin3 Bou,@elF - applB Fo, an inte,HieE - attend tDe inte,HieE - E,ite Bou, C1 ?,[email protected] - E,ite tDe application lette, ?coHe, lette,C

'& Discussion
!. !. 1onsider the ollowing 4uestions+ <Dat Eould Bou enjoB doin3 eHe,B daBG <Dat tBpe oF co,po,ate cultu,e 6e@t @uit@ BouG <Dat tBpe oF o,3aniMation do Bou Eant to Eo,A Fo,G !. ,. >hat speaking skills should you have in order to per orm well during a =o$ interview!. <. %iscuss the importance o each o the stages you have to pass through in order to get a =o$ (=o$' in4uiry letter, application letter, 1C, interview).

(& Readin)
.ead a$out the importance o words at the place o work. Aive each paragraph (!'I) the appropriate title rom the list $elow (2 ) *). A - C,edi6ilitB A@@e@@.entI B - Oppo,tunitie@ to Ea,n 9ou, C,edi6ilitBI C - C,edi6le co..unicato,I ) SaB ZNoS EDen Nece@@a,BI E - 9ou, <o,d Rep,e@ent@ 9ouI * - Tell tDe T,utDI G - Co..unication t,utDFulne@@I : - I.po,tance oF <o,d@ 9ou SaB

Communication and $ecruitment

"- 9ou DaHe to 6e c,edi6le EDen Bou applB Fo, a jo6- C,edi6ilitB in tDe Eo,Aplace .ean@ tDat people 6elieHe EDat Bou @aB 6ecau@e Bou, ,eputation i@ 6a@ed on a t,acA ,eco,d oF tellin3 tDe t,utD- 9ou, [email protected]@ DaHe alEaB@ 6een accu,ate, Bou, Fo,eca@t@ ,eali@tic and Bou, Eo,d @olid- *,o. tDe .o.ent Bou @u6.it a ,\@u.\ and tDen inte,HieE Fo, a jo6, tDe c,edi6ilitB counte, i@ actiHated- 9ou, C1V@ a@@e,tion@ @Dould 6e accu,ate, Bou, cD,onolo3B Factual and Bou, aFFiliation@, de3,ee@ and aEa,d@ co,,ect- <DetDe, o, not Bou a,e TFound outT du,in3 tDe inte,HieE p,oce@@, Bou can lo@e Bou, jo6 and da.a3e Bou, ca,ee, i..ea@u,a6lB EDen Bou lie, .i@@tate o, .i@,ep,e@ent Bou, [email protected]@- 9ouV,e al@o @u@cepti6le to 6lacA.ail EDen Bou lie and a,e tDen tD,eatened EitD eKpo@u,e%- People li@ten to EDat Bou @aB and DoE Bou @aB it- In eHe,B jo6 @ituation Bou DaHe tDe oppo,tunitB to 6eco.e AnoEn a@ a pe,@on oF Di@ o, De, Eo,d- ConHe,@elB, Bou can 6eco.e AnoEn Fo, @Dadin3 tDe t,utD, Fo, tellin3 people EDat tDeB Eant to Dea,, o, pa,@in3 Eo,d@ a@ a deFendant .i3Dt do unde, c,o@@ eKa.ination in a cou,t oF laE- <DetDe, Bou c,B ,aci@., @eKi@., a3ei@. o, FaHo,iti@., itV@ i.po,tant tDat tDe,e 6e c,edence to Bou, clai.@- 9ou do eHe,Bone a di@@e,Hice iF Bou Fal@elB accu@e o, a@c,i6e @ucD .otiHe@ to action@ tDat otDe,Ei@e occu,'- Be cautiou@ oF a@@e,tion@ .ade a6out otDe,@- <DetDe, o, not BouV,e a .ana3e,, Bou, Eo,d@ ca,,B a Eei3Dt to tDe. tDat aFFect@ otDe,@- Go@@ipin3 a6out otDe,@ o, @p,eadin3 Fal@eDood@ o, eHen DalF-t,utD@ can Fla3 Bou a@ dan3e,ou@, unt,u@tEo,tDB and ulti.atelB unp,o.ota6le- One oF tDe AeB@ to @ucce@@ in tDe Eo,Aplace i@ en3ende,in3 t,u@t F,o. Bou, co-Eo,Ae,@- IF Bou a,e 3o@@ipin3 o, 6et,aBin3 conFidence@ Bou de@t,oB Bou, oEn c,edi6ilitB a@ an Dono,a6le co-Eo,Ae,, a @aFe conFidante, and an allB8- <o,Aplace@ p,oHide a.ple oppo,tunitie@ Fo, Bou to ea,n c,edi6ilitB- EHe,B ti.e Bou .aAe a deadline, do EDat Bou @aB BouVll do o, a,e tDe,e in a ti.e oF need Fo, otDe,@, tDe depa,t.ent oF tDe co.panB at la,3e, Bou, c,edi6ilitB ,i@e@- <DeneHe, Bou deFend tDe Dono, oF co-Eo,Ae,@ EDo a,enVt p,e@ent, ,eFu@e to en3a3e in 3o@@ip, o, caution otDe,@ to 3iHe co-Eo,Ae,@ tDe 6eneFit oF tDe dou6t, Bou a,e @DoEin3 Ei@do. and p,oFe@@ionali@., EDicD ,ai@e@ Bou, c,edi6ilitB in tDe Eo,Aplace- Si.ila,lB, EDen Bou T@aB tDe ,i3Dt tDin3T o, Tdo tDe ,i3Dt tDin3T in etDical @ituation@ Bou, c,edi6ilitB i@ enDanced&- OFten e.ploBee@ Fall doEn EDen it co.e@ to ad.ittin3 .i@taAe@- TDe c,edi6le co..unicato, can ad.it e,,o,@ o, .i@taAe@ in a Fo,tD,i3Dt and di,ect .anne,- EHe,Bone .aAe@ .i@taAe@, Bet tDe c,edi6le co..unicato, can add,e@@ tDe. and 3o a6out ,ectiFBin3 tDe., ,e@to,in3 conFidence in Di. o, De,@elFTDo@e lacAin3 in c,edi6ilitB .i3Dt t,B to coHe, up, i3no,e o, .ini.iMe tDei, FollB, oFten co.poundin3 tDe e,,o, oF tDei, EaB@- Ulti.atelB, itV@ le@@ i.po,tant tDat Bou .ade a .i@taAe, tDan tDat Bou FiKed it and can a@@u,e otDe,@ it EonVt Dappen a3ain$- TDe c,edi6le co..unicato, doe@nVt ju@t tell people EDat tDeB Eant to Dea,- 7iFe Eould 6e ea@B iF Ee could @aB TBe@T to eHe,B ,eRue@t Ee ,eceiHed- 9et ,eali@ticallB, a3,eein3 to @o.etDin3 Bou ulti.atelB canVt deliHe, on i@ det,i.ental to Bou, ,eputation- SaB TnoT EDen tDi@ i@ tDe ,i3Dt an@Ee,, eHen tDou3D it .aB not 6e tDe popula, one- OHe, tDe lon3 te,., Bou Eill 6e ,e@pected Fo, tDe accu,acB oF Bou, a@@e@@.ent@, deci@ion@ and dete,.ination@, eHen iF tDe neE@ i@nVt .u@ic to tDe ea,@ oF all EDo [email protected]@ tDe t,utD i@nVt popula, o, p,ettB, 6ut a pe,@on EDo i@ a T@t,ai3Dt @Doote,T i@ ,e@pected 6B all(- St,iHe to 6oo@t Bou, c,edi6ilitB ,atin3 at Eo,A and in Bou, p,oFe@@ional ,elation@Dip@- 9ouVll AnoE BouV,e @ucceedin3 EDen Bou Dea, otDe,@ tell Bou tDeB AnoE tDeB can count on Bou, DaHe conFidence in Bou, p,ojection@ and Feel @ecu,e in tDei, AnoEled3e BouV,e on tDe tea.?adapted F,o. C,ai3 :a,,i@on- Dttp022EEE-Dodu-co.26u@ine@@[email protected]

3& Co pre.ension
"#plain the meaning o the ollowing words in the conte#t a$ove+ T,acA ,eco,d ?pa,- "CI eKpo@u,e ?pa,- CI pa,@e ?pa,- %CI en3ende, ?pa,- 'CI Fo,tD,i3Dt ?pa,- &C

'#

Business Co

unication Topics

4& 5ocabular;se the word given in capitals at the end o each gapped line (!'!3) to derive a word that its in the spaceOo6 Fai,@, liAe inte,HieE@, a,e Face-to-Face .eetin3@ 6etEeen "UU and e.ploBe,@- TDeB a,e one oF tDe ea@ie@t place@ to Find 3ood jo6 lead@EHe,B e.ploBe, UU i@ tDe,e to Di,e one o, .o,e Eo,Ae,@- At a Fai,, jo6@eeAe,@ 3atDe, %UU a6out a co.panB to Delp tDe. decide iF tDeB Eant to applB Fo, a jo6- 'UU @taFF 6ootD@ and an@Ee, Rue@tion@, di@t,i6ute 6,ocDu,e@, accept ,[email protected]@, and @iMe up jo6@eeAe,@- MaAin3 a 3ood 8UU at a jo6 Fai, .aB 3iHe Bou, ,[email protected] o, &UU added Eei3Dt- TDe $UU tip@ can Delp Bou .aAe tDe .o@t oF anB Fai,- But Bou DaHe to Find tDe Fai,- Ca,ee, cente,@, a@@ociation@, State and local (UU, and p,iHate co.panie@ o,3aniMe jo6 Fai,@- *ind tDe Fai,@ in Bou, a,ea 6B looAin3 #UU tDeB .i3Dt 6e announced- A@A a ca,ee, coun@elo,, ,eHieE tDe 6u@ine@@ 6ulletin 6oa,d at Bou, @cDool o, local li6,a,B, cDecA tDe e.ploB.ent @ection oF tDe neE@pape,, and @ea,cD online Hia an Inte,net jo6 Fai, "!UU- 9ou AnoE tDat 6eFo,e attendin3 a Fai,, Bou @Dould p,epa,e a ,[email protected] B,in3 @eHe,al copie@ to tDe Fai,- 7eaHe at lea@t one EitD eHe,B co.panB tDat @ee.@ p,o.i@in3SEE> ATTEN) IN*ORM RECRUIT IMPRESS APP79I *O77O< GO1ERN <:ERE 7OCATE

[email protected],HieE2e.p-tKtC

9& %an)ua)e +ocus

CONOUNCTIONS Si ple0 and, o,, iF, EDen, tDat, @ince, EDB, 6ut etcCo pound0 altDou3D, otDe,Ei@e, DoEeHe,, tDe,eFo,e, notEitD@tandin3, 6e@ide@ etcCo ple20 a@ iF, a@ tDou3D, a@ @oon a@, a@ lon3 a@, @o tDat, eHen iF, a@ Eell a@ on condition tDat, in ca@e tDat, p,oHided tDat, in o,de, tDat, no .atte, DoE Correlati,e conGunctions0 eitDe,Jo,, neitDe,Jno,, 6otDJand, not onlBJ6ut al@o, no @oone,JtDan, notJ6ut, not @oJa@, a@Ja@, EDetDe,Jo,, tDou3DJBet SUBOR)INATE C7AUSES T.e subordinate clause cannot stand b- itsel+ as a sentenceK it depends on a Main t-pes o+ subordinate clauses T-pe "- deFinin3 ,elatiHe clau@e@ a,e e@@ential to tDe .eanin3 oF tDe @entence 6B p,oHidin3 nece@@a,B inFo,.ation- non-deFinin3 ,elatiHe clau@e p,oHide@ eKt,a inFo,.ation and i@ not e@@ential to tDe .eanin3 oF tDe .ain clau@eIntroduced b-1 RelatiHe p,onoun@0 <Do2EDo.2EDo@e <DicD2oF EDicD ?EDo@eC TDat RelatiHe adHe,6@0 EDen, EDe,e, EDB Obser,ations AN9 TENSE can 6e u@ed in a ,elatiHe clau@eain clause&

Relati,e< adGecti,e clauses D odi+- a noun or a pronounE

8!

Communication and $ecruitment

Ad,erbial clauses Dta0e t.e place o+ an ad,erbE

Cau@e o, ,ea@on

Pu,po@e

Re@ult2 eFFect

a@, @ince, 6ecau@e, Fo,, tDe ,ea@on Fo,, tDe ,ea@on EDB, on tDe 3,ound@ tDat, @eein3 tDat, in HieE oF, oEin3 to, noE tDat, 6ecau@e oF, due to tDe Fact tDat, etcin o,de, tDat, @o tDat, in o,de, ?notC to, @o a@ ?notC to, EitD tDe ai. oF, EitD a HieE to, Fo,, Fo, Fea,2le@t, Fo, Fea, oF, in ca@e, aHoid, p,eHent tDat, EitD tDe ,e@ult tDat, ?andC a@ a ,e@ult2 con@eRuence, con@eRuentlB, @o, tDe,eFo,e, etca@ @oon a@, a@ lon3 a@, ju@t a@, aFte,, @ince, once, 6eFo,e, 6B tDe ti.e, EDen, EDile, till2until, tDe .o.ent ?tDatC, EDeneHe,, eHe,B ti.e, etcEDe,e, EDe,eHe, ?eKactlBC a@, ?ju@tC a@ A@, tDan, a@ iF, a@ tDou3D altDou3D2tDou3D2eHen tDou3D, in @pite oF ?tDe FactC2 de@pite, EDile, EDe,ea@, on tDe otDe, Dand, Bet, 6ut, DoEeHe,, neHe,tDele@@, EDateHe,, no .atte, EDat, DoEeHe,, no .atte, DoE iF, unle@@ ?iFJnotC, p,oHidin3, p,oHided ?tDatC, a@ lon3 a@, on condition ?tDatC, in ca@e, @uppo@e, @uppo@in3 tDat, 6ut Fo, _ 3e,und2 noun, otDe,Ei@e, o, el@e, EDat iF, eHen iF, onlB iF

Clau@e@ oF pu,po@e FolloE tDe ,ule oF tDe @eRuence oF ten@e@ PtDatQ i@ p,eceded in tDe .ain @entence 6B tDe FolloEin3 co,,elatiHe@0 @ucD a ?nC J2 @oJ TDe ti.e clau@e ,eRui,e@ a present in@tead oF a Futu,e-

Ti.e

Place Manne, ?tDe adHe,6ial clau@e oF co.pa,i@onC Conce@@ion2 Cont,a@t

St,uctu,e@ tDat ,eRui,e a clau@e oF conce@@ion0 AdjectiHe2adHe,6 _ a@ _ @u6ject _ He,6 AdjectiHe2adHe,6 _ tDou3D _ @u6ject _ He,6

Condition ?iF clau@e@C

.ead the ollowing paragraphs and identi y the type o su$ordinate clauses they contain and the words they are introduced $y. It Da@ 6een @een tDat people de@i,e 3ood@ and @e,Hice@ 6ecau@e tDeB de,iHe utilitB F,o. tDe., tDat tDe utilitB de,iHed F,o. [email protected] Eill Ha,B a@ 6etEeen diFFe,ent co..oditie@ and diFFe,ent people, and tDat in 3ene,al tDe additional utilitB de,iHed F,o. anB co..oditB 6B anB one pe,@on di.ini@De@ a@ Di@ ,ate oF [email protected] ,i@e@- ?NeHin "#$"0 '#C 7a6ou, .u@t 6e ,e3a,ded a@ a He,B @pecial a3ent in p,oduction, @ince ?unliAe land and capitalC it i@ in@epa,a6le F,o. tDe pe,@onalitB oF it@ @upplie,- ?NeHin "#$"0 $"C

8"

Business Co

unication Topics

TDe concent,ation on tDe p,oductiHe actiHitie@ oF Du.an 6ein3@, EDicD i@ called la6ou,, @Dould not 6e taAen to i.plB a 6elieF tDat tDi@ i@ tDe onlB a@pect oF Du.an econo.ic actiHitB EitD EDicD tDe econo.i@t need 6e conce,ned- ?NeHin "#$"0 $"C It .aB 6e a@Aed EDB tDe 6anA@ @Dould lend .oneB to di@count Dou@e@, ,atDe, tDan di@count tDe 6ill@ tDe.@elHe@ and @o enjoB tDe p,oFit@ otDe,Ei@e .ade 6B tDe di@count Dou@e@- ?NeHin "#$"0 %"$C

:& Spea0in)
(denti y particular $usiness situations in which a certain type o su$ordinate is mostly used to create a well'aimed e ect. Bring arguments in avour o your opinion.

;& /ritin)
>rite an article or a newspaper in which you complain that you have su ered discrimination at the =o$ interview you attended. %escri$e the situation in detail and stress the communication situations that put you into a $ad light.

IL& /RITIN$ EMP%O=MENT DOCUMENTS T*E APP%ICATION %ETTER '& Discussion

:oE do Bou tDinA co.panie@ Find neE e.ploBee@G :oE do jo6 @eeAe,@ Find Eo,AG

(& Readin)
,. !. 1over letters (letters o application). .ead the ollowing te#t and ind or each paragraph a suita$le title. Co,er %etters1 *o8 to Sell =oursel+ "- 9ou, application lette, i@ one oF Bou, .o@t i.po,tant jo6-@ea,cD docu.ent@- An eFFectiHe lette, can 3et Bou a pDone call Fo, an inte,HieE, 6ut a poo,lB E,itten application lette, u@uallB @pell@ continued une.ploB.ent- TDe diFFe,ence can 6e a .atte, oF DoE Bou Dandle a FeE AeB point@- TDe FolloEin3 a,e @o.e tip@ to Delp Bou deHelop eFFectiHe application lette,@- GiHe Bou, ,eade,@ @o.e in@i3Dt into Bou a@ an indiHidual- So.eti.e@ tDe E,ite, cDoo@e@ to de@c,i6e pa,ticula, eKpe,ience@ and @Aill@ tDat could not 6e 3ene,aliMed to .o@t otDe, ,ecent 3,aduate@- ),aFt Bou, lette, to @DoE DoE Bou, indiHidual Rualitie@ can cont,i6ute to tDe o,3aniMation- TDi@ i@ Bou, lette,, @o aHoid @i.plB copBin3 tDe Fo,. and @tBle oF otDe, lette,@ BouVHe @een- In@tead, @t,iHe to .aAe Bou, lette, ,ep,e@ent Bou, indiHidualitB and Bou, capa6ilitie@%- P,eFe,a6lB, tDe pe,@on Bou E,ite to @Dould 6e tDe indiHidual doin3 tDe Di,in3 Fo, tDe po@ition BouV,e @eeAin3- 7ooA Fo, tDi@ pe,@onV@ na.e in co.panB pu6lication@- IF tDe na.e i@ unaHaila6le in tDe@e place@, pDone tDe o,3aniMation and a@A Fo, tDe pe,@onV@ na.e o, at lea@t tDe na.e oF tDe pe,@onnel .ana3e,'- 9ou, int,oduction @Dould 3et Bou, ,eade,V@ attention, @ti.ulate inte,e@t, and 6e app,op,iate to tDe jo6 Bou a,e @eeAin3- *o, eKa.ple, Bou .aB Eant to 6e3in EitD a ,eFe,ence to an adHe,[email protected] tDat p,o.pted Bou, application- SucD a ,eFe,ence .aAe@ Bou, ,ea@on Fo, contactin3 tDe co.panB clea, and indicate@ to tDe. tDat tDei, adHe,ti@in3 Da@ 6een eFFectiHe- O, Bou .aB Eant to open 6B ,eFe,,in3 to tDe co.panBV@ p,oduct, EDicD Bou Eant to p,o.ote- SucD a ,eFe,ence @DoE@ Bou, AnoEled3e oF tDe co.panB- <DateHe, openin3 @t,ate3B Bou u@e, t,B to 6e3in EDe,e Bou, ,eade, i@ and lead RuicAlB to Bou, pu,po@e in E,itin38- MaAe Bou, 3oal clea,- IF BouV,e an@Ee,in3 an adHe,[email protected], na.e tDe po@ition @tated in tDe ad and identiFB tDe @ou,ce, Fo, eKa.ple0 TBou, adHe,[email protected] Fo, a 3,apDic a,ti@t, EDicD appea,ed in tDe CDica3o Sun Ti.e@, MaB "8, !!&, ---T- IF BouV,e p,o@pectin3 Fo, a jo6, t,B to identiFB tDe jo6 title u@ed 6B tDe o,3aniMation- IF a @peciFic po@ition title i@nVt aHaila6le o, iF Bou Ei@D to applB Fo, a line oF Eo,A tDat .aB co.e unde, @eHe,al title@, Bou .aB decide to adapt tDe p,oFe@@ional o6jectiHe @tated in Bou, ,[email protected], in Bou, Fi,@t pa,a3,apD Bou @Dould p,oHide a p,eHieE oF tDe ,e@t oF Bou, lette,- TDi@ tell@ Bou, ,eade, EDat to looA Fo, and let@ Di. o, De, AnoE i..ediatelB DoE Bou, RualiFication@ Fit tDe ,eRui,e.ent@ oF tDe jo6- Al@o ,eFe, in tDe la@t @entence oF tDe Fi,@t pa,a3,apD to @peciFic Eo,A eKpe,ience tDat can 6e detailed in tDe FolloEin3 pa,a3,apD&- O,3aniMe tDe .iddle pa,a3,apD@ in te,.@ oF tDe RualiFication@ tDat 6e@t @uit Bou Fo, tDe jo6 and tDe o,3aniMation- TDat i@, iF Bou, on-tDe-jo6 eKpe,ience i@ Bou, @t,on3e@t RualiFication, di@cu@@ it in detail and @DoE DoE Bou can applB it to tDe need@ oF tDe co.panB- O, iF Bou Ee,e p,e@ident oF tDe Ma,Aetin3

Business Co

unication Topics

Clu6 and Bou a,e applBin3 Fo, a po@ition in .a,Aetin3 o, @ale@, ela6o,ate on tDe Halua6le eKpe,ience Bou 3ained and DoE Bou can put it to Eo,A Fo, tDe.- IF @pecial p,oject@ BouVHe done applB di,ectlB to tDe jo6 Bou a,e @eeAin3, eKplain tDe. in detail- Be @peciFic- U@e nu.6e,@, na.e@ oF eRuip.ent BouVHe u@ed, o, Featu,e@ oF tDe p,oject tDat .aB applB to tDe jo6 Bou Eant- One @t,on3 RualiFication, de@c,i6ed @o tDat tDe ,eade, can pictu,e Bou actiHelB inHolHed on tDe jo6, can 6e enou3D- 9ou can tDen ,eFe, Bou, ,eade, to Bou, ,[email protected] Fo, a @u..a,B oF Bou, otDe, RualiFication@- IF Bou DaHe tEo o, tD,ee a,ea@ tDat Bou tDinA a,e @t,on3, Bou can deHelop additional pa,a3,apD@- MaAe Bou, lette, @t,on3 enou3D to conHince ,eade,@ tDat Bou, di@tinctiHe 6acA3,ound RualiFie@ Bou Fo, tDe jo6 6ut not @o lon3 tDat len3tD Eill tu,n ,eade,@ oFFSo.e e.ploBe,@ ,eco..end a .aKi.u. oF Fou, pa,a3,apD@$- ReFe, to Bou, ,[email protected] Be @u,e to ,eFe, to Bou, enclo@ed ,[email protected] at tDe .o@t app,op,iate point in Bou, lette,, Fo, eKa.ple, in tDe di@cu@@ion oF Bou, RualiFication@ o, in tDe clo@in3 pa,a3,apDConclude EitD a clea,, cou,teou@ ,eRue@t to @et up an inte,HieE, and @u33e@t a p,ocedu,e Fo, doin3 @oTDe date and place Fo, tDe inte,HieE @Dould 6e conHenient Fo, tDe inte,HieEe,- :oEeHe,, BouV,e Eelco.e to @u33e@t a ,an3e oF date@ and place@ conHenient to Bou, e@peciallB iF Bou t,aHel at Bou, oEn eKpen@e o, DaHe a ,e@t,icted @cDedule- Be @peciFic a6out DoE Bou, ,eade, @Dould contact Bou- IF Bou a@A Fo, a pDone call, 3iHe Bou, pDone nu.6e, and tDe daB@ and ti.e@ oF tDe EeeA EDen Bou can 6e ,eacDedBe p,oFe@@ional- MaAe @u,e Bou, lette, i@ p,oFe@@ional in Fo,.at, o,3aniMation, @tBle, 3,a..a,, and .ecDanic@- Maintain a cou,teou@ tone tD,ou3Dout tDe lette, and eli.inate all e,,o,@- Re.e.6e, tDat ,eade,@ oFten Tde@electT applicant@ 6ecau@e oF tDe appea,ance oF tDe lette,SeeA adHice- ItV@ alEaB@ 3ood idea to p,epa,e at lea@t one d,aFt to @DoE to a c,itical ,eade, Fo, co..ent@ and @u33e@tion@ 6eFo,e ,eHi@in3 and @endin3 tDe lette,?Dttp022EEE-io-co.2bDceK,e@2tc."&!%2accDt.l2appleK -Dt.lC

Fow check i the titles you ound resem$le the real titles o the paragraphs (a'g) and match the paragraphs (!'0) with their headings. a- :i3Dli3Dtin3 9ou, =ualiFication@I 6- IndiHidualiMin3 9ou, 7ette,I c- OtDe, Tip@I d- Add,e@@in3 a SpeciFic Pe,@onI e- TDe I.po,tance oF CoHe,in3 7ette,@I F- CatcDin3 9ou, Reade,V@ AttentionI 3- *i,@t Pa,a3,apD Tip@ ,. ,. Go$ 2dvertisements. .ead the ollowing =o$ advertisements. "#tract rom each the =o$ re4uirements and the skills they are looking or and decide which $est its your career o$=ectives and 4uali ications. "<e a,e cu,,entlB looAin3 Fo, ' en3inee,@ EDo DaHe eKpe,ience in C__ and )SP Fo, inte3,ation EitD ou, client@ @B@te.@2cDip@- A@ it i@ a client Facin3 ,ole Bou .u@t DaHe a 3ood pe,@onalitB L al@o Bou, .ini.u. acade.ic RualiFication .u@t 6e a B@c ?.in oF -" 6ut ideallB a "@tCI p,eFe,a6lB a M@c- <e Eill al@o con@ide, junio, applicant@ EitD a @i.ila, acade.ic Rual@ EDo DaHe Dad Eo,A place.ent@ o, p,oject@ inHolHin3 C__ L )SP-"@t p,eFe,ence Eill 6e 3iHen to applicant@ EitD _B,@ co..e,cial eKp?Dttp022EEE-uAEo,A@ea,cD-co.2IT2En3land2Oo62"((&!2C

A,ti@t@ Eanted Fo, 3a.e@ indu@t,B- EKpe,ienced and t,ainee po@ition@ aHaila6le- >noEled3e oF %) Studio MA;, MaBa and pDoto@Dop all an adHanta3e- Plea@e @upplB @a.ple oF Eo,A EitD C1?Dttp022EEE-uAEo,A@ea,cD-co.2IT2En3land2Oo62 $!$&2C

%One oF tDe U>V@ la,3e@t and aEa,d Einnin3 di,ect co..unication@ co.panie@ i@ @eeAin3 [email protected], @e,Hice a3ent@ to join tDi@ Fa@t .oHin3, Di3DlB ,e@pon@iHe tea.- 9ou Eill 6e ,eplBin3 to [email protected], Rue,ie@ eFFicientlB and eFFectiHelB in E,itin3 eitDe, 6B e-.ail, FaK o, lette, u@in3 pe,@onal jud3.ent and initiatiHe to inHe@ti3ate [email protected], ,eRue@t@ and en@u,e ti.elB FulFill.ent oF o,de,@- 9ou Eill .aintain accu,ate ta@A analB@i@ ,eco,d@ and en@u,e tDe data6a@e i@ co,,ectlB updated Fo, all co..unication@ and t,an@action@TDe @ucce@@Ful applicant Eill 6e educated to GCSE leHel o, eRuiHalent and DaHe eKcellent AeB6oa,d

8'

'riting !mployment

ocuments

@Aill@ ideallB alloEin3 Bou to tBpe 8! Eo,d@ pe, .inute- 9ou Eill 6e a6le to de.on@t,ate eKcellent E,itten co..unication @Aill@ and co.pute, lite,acB includin3 Eo,d and e-.ail- 9ou Eill DaHe a .ini.u. oF & .ontD@ Eo,Ain3 in an oFFice o, cle,ical enHi,on.ent- BotD Full ti.e and pe,.anent oppo,tunitie@ eKi@t- To applB plea@e e-.ail Bou, C1 EitD a @Do,t coHe, lette,, o, Fo, .o,e inFo,.ation call tDe nu.6e, a6oHe?Dttp022EEE-uAEo,A@ea,[email protected],USe,Hice@2AHon2Oo62 $!#&2C

'At lea@t Bea,@ co..e,cial C__ eKpe,ience Eo,Ain3 in a tea. enHi,on.ent SDould DaHe a @t,on3 .atDe.atic@ 2 pDB@ic@ AnoEled3e and ideallB an unde,@tandin3 oF %) 3,apDic@ EKpe,ience EitD a %) 3,apDic@ API @ucD a@ )i,ect; o, OpenG7 Eould 6e u@eFul EKpe,ience EitD )i,ect; ( He,teK and piKel @Dade,@ Eould 6e u@eFul Fo, Eo,A on tDe ;6oK con@ole o, Fo, PC title@ and tool@ EKpe,ience EitD loE leHel a@@e.6le, p,o3,a..in3 Eould 6e u@eFul, pa,ticula,lB MIPS 2 PoEe,PC C,eatiHe p,o3,a..in3 a6ilitB - DaHin3 an eBe Fo, RualitB and @pecial eFFect@ Pa@@ion Fo, 3a.e@ ?6otD plaBin3 L p,o3,a..in3C EKpe,ience oF He,@ion cont,ol @oFtEa,e ?e-3- 1SS o, C1SC A 3a.e de.o EitD @a.ple @ou,ce code
?Dttp022EEE-uAEo,A@ea,cD-co.2IT2Ea@tUSu@@eK2Oo62 ' !82C

e&)& Oo6 adHe,[email protected]@ and jo6 ,eRui,e.ent@ To 6e0 socia$le, numerative, aggressive, mature, sel 'motivated, conscientious, dedicated, patient, $right, sensitive, con ident, specialised, articulate, reserved, economical, aggressive, limited, talkative, anti'social, mean To DaHe0 appropriate pro essional 4uali ications, sound practical e#perience (proven track record), integrity, talent, the a$ility to esta$lish rapport drive, stamina, lair, aptitude orJ , industrial e#perienceJJJJ (& 3& Application letter e2a ples .ead the ollowing letters. %iscuss their content (logical se4uence o ideas, accuracy, tone, style, layout, etc.). Fotice what are the points the applicants are making. "$!$ Gue,ne@eB 7ane Au@tin, T; $($8# & Oune "##$ OoDn G- :olloEaB B,acAen,id3e :o@pital '8!8 <- To. TDu.6 AHeAu@tin, T; $($!% )ea, M,- :olloEaB0 I a. E,itin3 in ,e@pon@e to Bou, cla@@iFied ad in tDe [email protected],ican [email protected] Fo, A@@i@tant )i,ecto, oF Mate,ial@ Mana3e.ent- Ba@ed on .B eKpe,ience and continuin3 education, I 6elieHe tDat I a. RualiFied to Fill tDi@ po@ition*o, tDe pa@t Fou, Bea,@, I DaHe 6een e.ploBed in tDe .ate,ial@ diHi@ion@ EitD tEo diFFe,ent .anuFactu,in3 co.panie@, ;ETE7 Co,po,ation and *i@De, Cont,ol@ Inte,national- MB eKpe,ience tDe,e Da@ ,an3ed F,o. cont,ollin3, 6uBin3, analBMin3, to plannin3 .ate,ial@-

88

Business Co

unication Topics

Cu,,entlB, I a. attendin3 ni3Dt @cDool at Au@tin Co..unitB Colle3e EDe,e I lacA onlB nine Dou,@ to co.plete .B A@@ociate )e3,ee in Bu@ine@@ Ad.ini@t,ation- <Den I co.plete tDi@ de3,ee, I Dope to ,etu,n to St- EdEa,dV@ UniHe,@itB to co.plete .B cou,@e Eo,A Fo, a de3,ee in TecDnical Bu@ine@@B,acAen,id3e :o@pital and tDe CDild,enV@ :o@pital @upplB @ucD a Hital @e,Hice to tDe T,aHi@ countB a,ea tDat I Eould 6e p,oud to 6e a pa,t oF Bou, tea.- I Dope to 3et a cDance to di@cu@@ .B RualiFication@ and 3oal@ EitD Bou- I can 6e ,eacDed at ?8" C ($$-!##" aFte, 8 p-.Since,elB Bou,@, OoDn M- OEen@ Encl-0 ,[email protected]
? Dttp022EEE-io-co.2bDceK,e@2tc."&!%2accDt.l2appleK"-Dt.lC

%%!% <e@t 1alleB CoHe Round RocA, TeKa@ $(&&' Au3u@t 8, "##! Pe,@onnel A@@i@tant O) E.ploBee C,edit BanA oF TeKa@ P-O- BoK % %'8 Au@tin, TeKa@ $($'8 )ea, Pe,@onnel A@@i@tant0 I a. E,itin3 a6out Bou, neE@pape, ad in tDe Au3u@t " [email protected],ican [email protected] conce,nin3 Bou, need Fo, an eKpe,ienced p,o3,a..e, in tDe data6a@e enHi,on.ent- I 6elieHe tDat I DaHe tDe RualiFication@ and eKpe,ience tDat Bou a,e looAin3 Fo,A@ Fo, .B eKpe,ience EitD data6a@e p,o3,a..in3, I DaHe Eo,Aed Fo, tDe pa@t Bea, a@ a p,o3,a..e,2analB@t in tDe =ue,B data6a@e enHi,on.ent Fo, AdHanced SoFtEa,e )e@i3n- In tDat capacitB, I DaHe conHe,ted a la,3e data6a@e tDat Ea@ o,i3inallB E,itten in a [email protected] C lan3ua3e data6a@e into tDe =ue,B data6a@e enHi,on.ent- I a. cu,,entlB Eo,Ain3 on a cont,act EitD TeKa@ Pa,A@ and <ildliFe to .aAe .ajo, .odiFication@ to it@ eKi@tin3 =ue,B data6a@e application- On 6otD oF tDe@e a@@i3n.ent@, I DaHe al@o @e,Hed a@ [email protected], contact pe,@onRelated to tDi@ data6a@e-p,o3,a..in3 eKpe,ience i@ tDe Eo,A I DaHe 6een doin3 to E,ite and .a,Aet an auto.ated docu.entation utilitB Fo, =ue,B data6a@e application@- TDi@ p,oduct Ea@ E,itten u@in3 a co.6ination oF C, Pa@cal, and =ue,B p,o3,a..in3 lan3ua3e@- I Ea@ ,e@pon@i6le Fo, tDe autDo,@Dip oF tDe Pa@cal and =ue,B p,o3,a.@- TDe Pa@cal p,o3,a.@ a,e co.pletelB ,e@pon@i6le Fo, tDe u@e, inte,Face and @B@te. inte3,ation .ana3e.entEnclo@ed Bou Eill Find a ,[email protected], EDicD Eill 3iHe Bou additional inFo,.ation on .B 6acA3,ound and RualiFication@- I Eould Eelco.e a cDance to talA Fu,tDe, EitD Bou a6out tDe po@ition Bou a,e @eeAin3 to Fill- I can 6e ,eacDed 6B pDone 6etEeen #0!! a-.- and &0!! p-.- at ?8" C 8'8-!!#(Since,elB, 1i,3inia Re.ente,ia Encl-0 ,[email protected]
?Dttp022EEE-io-co.2bDceK,e@2tc."&!%2accDt.l2appleK -Dt.lC

8&

'riting !mployment

ocuments

3& Co pre.ension
<. !. :ill in the ollowing ta$le with in ormation you have ound in the letters a$ove+ ApplicantS@ na.e E.ploBe,S@ na.e Po@ition Sou,ce oF inFo,.ation P,eHiou@ jo6@ *utu,e plan@ ApplicantS@ .otiHation 5ir)inia Re enteria Io.n *ollo8a-

<. ,. >rite an answering letter to one o the two candidates announcin) .i <.er t.at .e<s.e is .ired re+usin) .i <.er

4& 5ocabular@. !. :ind the right place or the ollowing voca$ulary items missing rom the ollowing letter o application (covering letter)+ %"" Ne@to, St,eet <e@t 7aFaBette, IN '$#! "- J M@- CD,i@tine RennicA En3inee, Ae,o@ol Monito,in3 and AnalB@i@, IncP-O- BoK %% GulltoEn, M) "!%( )ea, - J ),- Saul <ilde,, a con@ultant to Bou, Fi,. and .B O,3aniMational Mana3e.ent p,oFe@@o,, Da@ %- J .e tDat Ae,o@ol Monito,in3 and AnalB@i@ i@ '- J @o.eone EitD eKcellent co..unication@ @Aill@, 8- J eKpe,ience, and leade,@Dip &- J to t,ain Fo, a .ana3e.ent $- J I 6elieHe tDat .B (- J ,[email protected] Eill de.on@t,ate tDat I DaHe tDe cDa,acte,i@tic@ and #- J Bou @eeA- In addition, IVd liAe to .ention DoE .B Eo,A eKpe,ience la@t @u..e, .aAe@ .e a pa,ticula,lB @t,on3 "!- J Fo, tDe po@itionloo%ing for( )s# $ennic%( candidate( *une + ,--.( e/perience( informed( enclosed( organi0ational( bac%ground( position A@ a p,o.ote, Fo, >entecD T,ainin3 at tDe "##$ Pa,i@ Ai, SDoE, I di@cu@@ed >entecDV@ p,oduct@ EitD .a,Aete,@ and ""J pe,@onnel F,o. a,ound tDe Eo,ld- I al@o " J and E,ote ,epo,t@ on neE p,oduct "%J and co.piled inFo,.ation on ai,c,aFt indu@t,B t,end@- TDe AnoEled3e oF tDe ai,c,aFt indu@t,B I 3ained F,o. tDi@ "'J Eould Delp .e analBMe DoE Ae,o@ol p,oduct@ can "8J tDe need@ oF ,e3ula, and p,o@pectiHe "&J, and tDe Halua6le "$J I 3ained in p,o.otion, @ale@, and .a,Aetin3 Eould Delp .e u@e tDat inFo,.ation "(J researched( clients( position( sales( development( effectively( meet( e/perience I Eould "#J tDe oppo,tunitB to di@cu@@ tDe@e and otDe, !J EitD Bou- IF Bou a,e inte,e@ted, plea@e "J .e at ?%"$C 888-!""( anB .o,nin3 6eFo,e ""0!! a-.-, o, Feel F,ee to J a .e@@a3e- I looA Fo,Ea,d to .eetin3 EitD Bou to di@cu@@ tDe EaB@ .B @Aill@ .aB %J @e,He Ae,o@ol Monito,in3 and AnalB@i@&ualifications( welcome( leave( best( contact

8$

Business Co

unication Topics

Since,elB Bou,@, *i,@t 7a@t na.e Enclo@u,e0 ,[email protected]

?Dttp022EEE-io-co.2bDceK,e@2tc."&!%2accDt.l2appleK -Dt.l, adapted F,o.0 :alpe,n, Oeanne <-, OuditD M>il6o,n, and A3ne@ 7oAAe- Bu@ine@@ <,itin3 St,ate3ie@ and Sa.ple@- NeE 9o,A0 Mac.illan, "#((-C

@. ,. .ead the ollowing use ul phrases in an application letter+ 1etting attention2 :i3Dli3Dt Bou, @t,on3e@t Eo,A @Aill@0 <Den Bou need a JJ EDo can J-- call .e Mention tDe na.e oF a pe,@on Di3DlB ,e3a,ded 6B tDe ,eade,0 <Den ; oF Bou, diHi@ion @poAe to ou, 6u@ine@@ co..unication cla@@ la@t EeeA, De @aid Bou needJ MaAe ,eFe,ence to pu6liciMed co.panB actiHitie@ o, acDieHe.ent@0 TDe *inancial Ti.e@ ,epo,t@ tDat Bou .aB need tDe eKpe,ti@e oF a J--Fo, tDe openin3 oF Bou, neE diHi@ion in Ge,.anB U@e a Rue@tion ,eFe,,in3 to tDe o,3aniMationS@ need@0 Can Bou, RL) diHi@ion u@e a @peciali@t in JJJ EitD nine - Bea, eKpe,ience in tDe Field, a BA in cDe.i@t,B and a ,eal de@i,e to @ucceedG IF @o, plea@e con@ide, .e Fo, tDe po@itionStating the reason for writing2 I a. applBin3 Fo, tDeJJJpo@ition adHe,ti@ed 6B Bou, Fi,. inJJJ-I a. @eeAin3 a po@ition inJSu6ject0 Application Fo, JJJpo@ition ?Bou .aB u@e a title at tDe openin3 oF Bou, lette,C !/pressing motivation and e/pectations2 IF .B application Ee,e @ucce@@Ful, I @Dould liAe toJ I Ei@D to 6eco.e inHolHed inJ I Feel @t,on3lB tDatJ 1iving evidence of wor% e/perience2 I Feel I a. Eell RualiFied toJ Fo, tDe FolloEin3 ,ea@on@0J A@ a J EDo Da@J, .B eKpe,ience Eould 6e inHalua6le inJ MB pa,ticula, inte,e@t i@J TD,ou3DJ I a. Eell aEa,e oFJ BB Jin3 and Jin3 I Eould 6e a6le toJ 'ays of ending a letter of application2 I DaHe no u,3ent co..it.ent@ at p,e@entAFte, Bou DaHe ,eHieEed .B RualiFication@, could Ee di@cu@@ tDe po@@i6ilitB oF puttin3 .B @Aill@ to Eo,A Fo, Bou, co.panBG I a. aHaila6leI @Dould Bou Ei@D to di@cu@@ .atte,@ Fu,tDe,, plea@e contact .e atJ I Eould Eelco.e tDe oppo,tunitB to .eet Bou9ou can contact .e on J ?Bou, telepDone nu.6e,C 6etEeen "" a. and & p. at tDe a6oHe add,e@@!/pressing application follow3ups2 Plea@e Aeep .B application in Bou, actiHe File, and let .e AnoE EDen Bou need a @AilledJPlea@e Aeep .B application in Bou, actiHe File, and let .e AnoE EDen a po@ition open@ Fo, a capa6leJ-

8(

'riting !mployment

ocuments

9& Spea0in)
>ork in groups. >rite an application letter or the position you consider $est its your 4uali ications. Aive it to a colleague in your group. 2 ter reading it, each in the group will have to concisely analyze the document, pointing out its value and its weak points.

:& /ritin)
%raw an application letter (cover letter), imagining you are applying or the post o 1"H o a well' known multinational. >rite a covering letter applying or one o the positions advertised at the $eginning o the unit.

CURRICU%UM 5ITAE
BASIC NOTIONS RESUME 7A9OUT

'& A resu e s.ould contain1

na e and address# p.one nu ber career obGecti,e0 6e a@ @peciFic a@ po@@i6le education0 it contain@0 tDe @cDool Bou .o@t ,ecentlB attended, li@t Fo, eacD @cDool Bou attended ?tDe na.e and locationCI in@titution@, date@, de3,ee@, a,ea@ oF @tudB 8or0 e2perience0 @Dould li@t all tDe ,elated jo6@ BouSHe Dad acti,ities and ac.ie,e ents0 p,oject@, co..unitB @e,Hice actiHitie@ personal data ?Do66ie@, etcC ot.er rele,ant +acts0 .i@cellaneou@ Fact@0 Fo,ei3n lan3ua3e@ p,oFiciencB, co.pute, eKpe,ti@e, date oF aHaila6ilitB, ,eFe,ence@

>eep in .indW TDe FolloEin3 eKp,e@@ion@ a,e alte,natiHelB u@ed0 Ca,ee, o6jectiHe [ su ar- o+ 7uali+ications Education [ acade ic credentials<< acade ic preparation<< pro+essional colle)e trainin) <o,A eKpe,ience [ e plo- ent .istor-

(& T.e +or at o+ t.e resu e

.ead the ollowing checklist or resumes and discuss it with your colleagues. /ry to improve it. content@ and @tBle p,e@ent tDe @t,on3e@t, .o@t ,eleHant RualiFication@ do NOT u@e EDole @entence@ u@e Fact@, not opinion@ aHoid pe,@onal p,onoun@ o.it tDe date oF p,epa,ation o.it .ention oF Bou, de@i,ed @ala,B, Eo,A @cDedule, Hacation @cDedule contact inFo,.ation u@e a title2 Bou, na.e and add,e@@ a@ a Deadin3

3& 5ocabular6ou will ind in the ta$le $elow some action ver$s or pointing out accomplishments? discuss their use ulness when writing your 1C and application letter and try to ind some more. Mana3e.ent @Aill@ Ad.ini@te,, a@@i3n, attain, cDai,, con@olidat di,ect, eHaluat, improve, increase, o,3aniMe, plan JJJJJJJJJJJJJJJJJJJJJ

8#

Business Co

unication Topics

Co..unication @Aill@ Re@ea,cD @Aill@ TecDnical @Aill@ TeacDin3 @Aill@ *inancial @Aill@ C,eatiHe @Aill@ :elpin3 @Aill@ Cle,ical o, detail @Aill@ Mo,e He,6@ Fo, [email protected]@

Add,e@@, a,6it,ate, a,,an3e, colla6o,ate, convince, di,ect, d,aFt, edit, lectu,e, .ediate, p,o.oteJJJJJJJJJJJJJJJJJJJJJJJJJJJJJJJJJJJCla,iFB, collect, c,itiRue, eHaluate, eKa.ine, inHe@ti3ate JJJJJJJJJJJJJJJJJJJJJJJJJJ A@@e.6le, 6uild, calculate, co.pute, de@i3n, deHi@e, ope,ateJJJJJJJJJJJJJJJJJJJJJJ Adapt, adHi@e, cla,iFB, coacD, co..unicate, coo,dinate, deHelop, eKplain, Facilitate, inFo,.JJJJJJJJJJJJJJJJJJJJJJ Ad.ini@te,, allocate, analBMe, app,ai@e, audit, 6alanceJJJJJJJJJJJJJJJJJJJJJJ-Act, conceptualiMe, c,eate, [email protected], de@i3n, e@ta6li@D JJJJJJJJJJJJJJJJJJJJ A@@e@@, a@@i@t, cla,iFB, coacD, coun@el, educate, Facilitate JJJJJJJJJJJJJJJJJJJJJApp,oHe, a,,an3e, cla@@iFB, collect, eKecute, i.ple.ent, p,epa,e JJJJJJJJJJJJJJJ-2chieve, e#pand, improve, pioneer, reduce (losses), resolve (pro$lems), restore, spearhead, trans orm
?adapted F,o. 7e@iAa,, Petit, *latleB "##%0 %%#C

4& /ritin)
>rite your resume according to the standard procedure $eing care ul to include the elements $elow+ A,,an3e lo3icallB tDe inFo,.ation on education ?date@, in@titution@, de3,ee@, .ajo, FieldCI e.ploB.ent ?date@, place@, Fi,.@, dutie@CI pe,@onal detail@ ?inte,e@t@, .e.6e,@Dip@, acDieHe.ent@C, @pecial inFo,.ation ?acDieHe.ent@, RualiFication@, a6ilitie@C, ,eFe,ence@U@e a Deadin3 Fo, tDe enti,e ,[email protected] and @u6Deadin3@ Fo, tDe pa,t@ Include a @tate.ent oF o6jectiHe0 e-3-0 PTo @e,He in an ent,B-leHel po@ition in pe,@onnel .ana3e.ent tDat Eill p,oHide an oppo,tunitB Fo, 3,oEtD and adHance.ent-PI PSale@ Rep,e@entatiHe Fo, ; Co,po,ation leadin3 to @ale@ ad.ini@t,ation-QI PTo applB ! Bea,@ oF @ucce@@Ful Fu,nitu,e @ale@ eKpe,ience to @ellin3 RualitB p,oduct@ Fo, a p,o3,e@@iHe co.panB-Q
?adapted F,o. 7e@iAa,, Petit, *latleB, Basic Business 1ommunication, IR<IN, "##%0 %%$C

Ot.er t-pes o+ e plo- ent

Supple entar- in+or ation and acti,ities essa)es

'& Discussion
!. !. .ead the list containing other types o employment messages and check your knowledge+ do you know when to use themOo6-inRui,B lette, Application Fo,. Application FolloE-up lette, ReFe,ence@ [email protected] o, open lette, oF ,eFe,enceC22 Reco..endation lette, "- - 2nswer+ <DatS@ tDe 3oal oF a ,eco..endation lette,G <Dat @Dould @ucD a lette, containG

(& Readin)
,. !. Be creative and inish the ollowing recommendation letter $y adding the missing in ormation+ I a. plea@ed to @uppo,t To. S.itDS@ application Fo,JJ

&!

'riting !mployment

ocuments

*o, tDe pa@t FiHe Bea,@, To. and I DaHeJJJJJ<o,Ain3 clo@elB EitD Di., I DaHe Found tDat De i@ a 3oodJNot onlB i@ DeJ6ut De al@oJI DaHe ,eallB enjoBed Eo,Ain3JEitD Di.<e need .o,eJliAe To.- I Eould 6e DappB to ela6o,ate on Di@ @Aill@ iF Bou call .e at Do.e anB eHenin3,. ,. .ead the ollowing letters re using to recommend a candidate and identi y their characteristics. e-3- " X lette, add,e@@ed to tDe e.ploBe, To. S.itD did Eo,A at JJJJ a@ a JJ- F,o. MaB "### tD,ou3D OulB !%- In li3Dt oF cu,,ent le3alitie@, DoEeHe,, Ee cannot co..ent on tDe jo6 pe,Fo,.ance oF people EDo no lon3e, Eo,A De,eI I a. @u,e Bou unde,@tand tDe dile..a- Good lucA in Bou, Di,in3 p,oce@@e-3- X lette, add,e@@ed to tDe jo6 applicant 9ou DaHe Dad an inte,e@tin3 Bea, @ince Bou leFtJJJJ TDanA Bou Fo, 6,in3in3 .e up-to-date9ou, deci@ion toJJJJ@ee.@ Eell tDou3Dt-out, and tDe cla@@e@ Bou DaHe taAen @Dould Delp Bou 3et a jo6- 9ou, in@t,ucto,@ at tDe co..unitB colle3e Eould DaHe .o,e ,eleHant AnoEled3e oF Bou, a6ilitB to pe,Fo,. tDe tBpe oF jo6 Bou a,e applBin3 Fo,, @o I @u33e@t Bou a@A tDe. Fo, ,eco..endation@Good lucA to Bou in Bou, Futu,e endeaHo,@-

3& 5ocabularRe+erenceC8ritin) e2pressions ) you may need them in giving re erences a$out a =o$ candidate. :e Da@ 6een a .o@t Halua6le2 loBal2 Da,d-Eo,Ain32 co-ope,atiHe e.ploBee 22 SDe Da@ a lo3ical .ind and i@ @en@itiHeJ22 SDe Da@ a talent2 Flai, Fo, de@i3n and i@ c,eatiHeJ22 SDe i@ an eFFectiHeJ22 :e Ea@ a He,B actiHe .e.6e, oFJJJand De Dad a 3ood ,elation@Dip EitD collea3ue@22 TD,ou3D Full and actiHe .e.6e,@Dip oF tDeJ tea., De c,eated2 initiated2 in@pi,ed2 encou,a3ed2 6uilt up @t,on3 pe,@onal ,elation@Dip@-

4& %an)ua)e +ocus CONNECTIN$ AND SEBUENCIN$ IDEAS

Connecto,@ and @eRuence .a,Ae,@ a,e Eo,d@ o, pD,a@e@, EDicD @DoE tDe ,elation@Dip 6etEeen idea@I tDeB connect tDe FolloEin3 inFo,.ation EitD tDe ea,lie, inFo,.ation0 /he merger has already $een decided. So, thereDs no use ighting against it. 4n brief( the purpose o my lecture is to convince you to $uy our product. T-pes o+ relations.ips bet8een ideas Connectors and se7uence ar0ers

Ti e relations.ips

*i,@t, Fi,@t oF all, initiallB, to @ta,t EitD, tDe Fi,@t @tep, at tDe Fi,@t @ta3e Second, @econdlB, tDe @econd @tep, at tDe @econd @ta3e TDi,d, tDi,dlB, tDe tDi,d @tep, at tDe tDi,d @ta3e TDen, aFte, tDat NeKt, @u6@eRuentlB, tDe neKt @tep, at tDe neKt @ta3e *inallB, tDe Final @tep, at tDe Final @ta3e OtDe, lan3ua3e Fo,.@0 6eFo,e _ He,6 Jin3, aFte, _ He,6 Jin3, ?aFte,C DaHin3 _ He,6 Jed

&"

Business Co

unication Topics

Cate)ories Cau@e

Connectors and se7uence

ar0ers

%o)ical relations.ips

Te2tual relations.ips

TDe,eFo,e, @o, acco,din3lB, con@eRuentlB, a@ a con@eRuence2,e@ult, Dence, tDu@, 6ecau@e oF tDi@, tDatS@ EDB, Fo, tDi@ ,ea@on Co.pa,i@on Si.ila,lB, in tDe @a.e EaB, De,e a3ain, liAeEi@e, in co.pa,i@on, @till Conce@@ion AnBEaB, at anB ,ate Cont,adiction In Fact, actuallB, a@ a .atte, oF Fact, indeed Condition TDen, in tDat ca@e, altDou3D, iF Alte,nation In@tead, alte,natiHelB Cont,a@t 9et, DoEeHe,, neHe,tDele@@, @till, 6ut, eHen @o, all tDe @a.e,conHe,@elB, EDe,ea@, on tDe otDe, Dand, nonetDele@@, on tDe cont,a,B, in cont,a@t Ti.e @eRuence *o,.e,lB, aFte,, EDen, .eanEDile, @o.eti.e@ Cate)ories Connectors and se7uence ar0ers Addition Al@o, in addition, .o,eoHe,, Fu,tDe,.o,e, 6e@ide@, too, oHe,all, EDatS@ .o,e in 6,ieF2@Do,t, Fi,@t, @econd, FinallB :i3Dli3Dt In pa,ticula,, in detail, e@peciallB, nota6lB, cDieFlB, .ainlB Inten@iFication Indeed, in Fact, in anB eHent Repetition TDat i@, in otDe, Eo,d@, a@ Da@ 6een @aid Gene,aliMation U@uallB, no,.allB, a@ a ,ule, in 3ene,al, Fo, tDe .o@t pa,t, in .o@t ca@e@, on tDe EDole Statin3 tDe o6Hiou@ O6Hiou@lB, natu,allB, oF cou,@e, clea,lB ERuiHalence In otDe, Eo,d@, tDat .ean@, na.elB, tDat i@ to @aB, o, ,atDe, Inclu@ion2eKplanation *o, eKa.ple, Fo, in@tance, @aB, @ucD a@, a@ FolloE@, in pa,ticula,, in tDi@ ca@e, to illu@t,ate, al@o, too Su..a,B To @u. up, tDen, oHe,all, in 6,ieF2@Do,t Conclu@ion In conclu@ion, FinallB, la@tlB, to conclude
?@ee B,ie3e, and SEeeneB "##'0 !(C

&

Test -our s0ills in 8ritin) application docu ents "- 7ooA in tDe local neE@pape, Fo, a jo6 adHe,[email protected] o, co.po@e tDe adHe,[email protected] Fo, an i.a3ina,B po@t Bou Eould liAe to applB Fo,- <,ite tDe co,,e@pondin3 lette, oF application%- <,ite Bou, C1'- <,ite tEo ,eco..endation lette,@ X one, Di3DlB entDu@ia@tic, tDe otDe, X a@ neut,al a@ po@@i6le8- <,ite a lette, to FolloE up a jo6 application u@in3 tDe inFo,.ation 6eloE0 A .ontD a3o Bou applied Fo, tDe po@ition oFJJ-EitDJJ-?tDe na.e and tDe add,e@@ oF tDe co.panBC @endin3 an application lette, and Bou, C1 toJJJ, tDe di,ecto, oF pe,@onnel- Since Bou DaHe ten-Bea, eKpe,ience in JJJ--indu@t,B and a 3ood acade.ic ,eco,d, Bou a,e He,B conFident in Bou, cDance to 3et tDe po@itionUnFo,tunatelB, Bou DaHenSt 3ot anB ,eplB Bet, @o Bou decide to E,ite a FolloE-up lette, to @DoE Bou, inte,e@t in tDe po@itionCon@ide, tDe FolloEin3 point@ in Bou, lette,0 9ou donSt AnoE EDat Da@ Dappened EitD Bou, ,[email protected] and application lette, Bou @ent tDe. a .ontD a3o Since Bou E,ote, BouJJJ9ou DaHe @u6.itted application@ to @eHe,al otDe, Fi,.@ 6ut Eould p,eFe, to Eo,A atJJ-<,ite a FolloE-up lette, toJJJtDat Eill ,einFo,ce Bou, application EitDJJJ

L& INTER5IE/S
BASIC E7EMENTS T.e inter,ie8 is a planned con,ersation 8it. a speci+ic purpose in,ol,in) t8o or ore people&

T-pes o+ inter,ie8s

jo6 inte,HieE ?di,ected, le@@ Fo,.al, un@t,uctu,ed, @i.ultaneou@, @i.ulatin3, @t,e@@ inte,HieE etc-C inFo,.ation inte,HieE pe,@ua@iHe inte,HieE eKit inte,HieE eHaluation inte,HieE coun@ellin3 inte,HieE conFlict ,e@olution inte,HieE di@ciplina,B inte,HieE

DF,o. C- 7- BoH\e, O- 1- TDill, Business 1ommunication /oday, NeE 9o,A0 Mc G,aE :ill Inc-, "## C

'& Discussion
>ork in groups. 1hoose one o the eight types o interviews rom the ta$le a$ove and make a list o some speci ic communication skills you suppose it calls or. &resent the list to the class and $ring arguments in avour o your choice. /ry to ind similarities and di erences $etween the interviewer and interviewee (purpose, skills they need, style etc.).

(& Readin)
.ead the article a$out employment interviewing. 1hoose the $est sentence rom the list $elow (2'B) to ill each gap (!'K). /here is one sentence that you do not need. /here is an e#ample at the $eginning (3 1). A E.ploBe,@ @aB tDeB a,e i.p,e@@ed 6B Eell-inFo,.ed jo6@eeAe,@B AnotDe, i.po,tant @tep in p,epa,in3 Fo, a jo6 inte,HieE i@ to p,actice de@c,i6in3 Bou, p,oFe@@ional cDa,acte,i@tic@C But it doe@nVt DaHe to 6eD Re@pondin3 to inte,HieE Rue@tion@ @Dould not @ound a@ iF Bou a,e ,ecitin3 a @c,iptE AltDou3D tDe@e inte,HieE@ oFten DaHe diFFe,ent pu,po@e@, tDeB all ,eRui,e 6a@ic inte,HieEin3 @Aill@F A@ a @ta,tin3 point, t,B to ,e@pond aloud to tDe FolloEin30 $ P,epa,ation can 6e a@ i.po,tant a@ tDe inte,HieE it@elF* *ocu@ on EDat Bou lea,ned F,o. tDe eKpe,ience, 6ein3 ca,eFul neHe, to c,iticiMe a p,eHiou@ e.ploBe, o, coEo,Ae,I TDe co.panB it@elF i@ oFten tDe ea@ie@t place to @ta,t Bou, @ea,cDI <Den ,e@pondin3, Focu@ on @u6ject@ ,elated to tDe jo6> ClotDe@ @Dould 6e clean, Eell Fittin3, and E,inAle F,eeE plo- ent Inter,ie8in)& SeiHin) t.e Opportunit- and t.e Iob 6B OliHia C,o@6B Inte,HieEin3 i@ tDe .o@t @t,e@@Ful pa,t oF tDe jo6 @ea,cD Fo, .anB people- 2! C2 Inte,HieE@ a,e an oppo,tunitB to @DoE Bou a,e an entDu@ia@tic Eo,Ae, EDo Eould do a jo6 Eell- 9ou can .aAe tDe .o@t oF tDat oppo,tunitB 6B 6ein3 p,epa,ed, p,e@entin3 a p,oFe@@ional de.eano,, and de@c,i6in3 Bou, RualiFication@ EellTDe,e a,e .anB tBpe@ oF inte,HieE@0 @c,eenin3 inte,HieE@, de@i3ned to EDittle tDe applicant poolI lon3e, @econd and tDi,d inte,HieE@, intended to Delp e.ploBe,@ .aAe Final @election@I and telepDone and

4nterviews

Hideo conFe,encin3 inte,HieE@, a,,an3ed to capitaliMe on aHaila6le tecDnolo3B- 2"2 Read on Fo, adHice a6out EDat to do 6eFo,e, du,in3, and aFte, a jo6 inte,HieE&reparation- Ca,ee, coun@elo,@ @aB a 3ood jo6 inte,HieE @ta,t@ Eell 6eFo,e tDe jo6@eeAe, and inte,HieEe, .eet- 2 2 Re@ea,cDin3, p,acticin3, and d,e@@in3 app,op,iatelB a,e tDe Fi,@t @tep@ to .aAin3 tDe .o@t oF a jo6 inte,HieE.esearch- One oF tDe 6e@t, 6ut .o@t F,eRuentlB oHe,looAed, EaB@ to de.on@t,ate entDu@ia@. Fo, a jo6 i@ to ,e@ea,cD 6otD tDe co.panB and tDe po@ition Fo, EDicD Bou a,e 6ein3 inte,HieEed- 2%2 BeFo,e a,,iHin3 Fo, an inte,HieE, Bou @Dould AnoE EDat tDe co.panB doe@, DoE la,3e it i@, anB ,ecent cDan3e@ it Da@ unde,3one, and EDat ,ole Bou could plaB in it@ o,3aniMation- T,B to lea,n a6out tDe co.panBV@ 3oal@ and Halue@- <itD tDe@e Fact@, Bou can @DoE DoE Bou, RualiFication@ .atcD tDe co.panBV@ need@2'2 ManB 6u@ine@@e@ Fill tDei, Ee6@ite@ EitD inFo,.ation tailo,ed to jo6@eeAe,@- TDe@e @ite@ oFten include a Di@to,B oF tDe co.panB and a de@c,iption oF it@ p,oduct@ and [email protected],@- And .anB co.panie@V Du.an ,e@ou,ce@ depa,t.ent@ Eill @end ,ec,uitin3 inFo,.ation iF Bou ,eRue@t itPu6lic li6,a,ie@ and ca,ee, cente,@ al@o DaHe Halua6le inFo,.ation a6out e.ploBe,@, includin3 co.panie@V annual ,epo,t@ to @Da,eDolde,@, ,epo,t@ Aept 6B local cDa.6e,@ oF co..e,ce, t,ade jou,nal@, and 6u@ine@@ indeKe@, @ucD a@ :ooHe,V@ Bu@ine@@ IndeK and )un and B,ad@t,eet&ractice descri$ing yoursel - 282 TDinA oF eKa.ple@ F,o. pa@t jo6@, @cDoolEo,A, and actiHitie@ to illu@t,ate i.po,tant @Aill@- Recallin3 [email protected]@ 6eFo,eDand, EDen Bou donVt DaHe to ,e@pond unde, inte,HieE p,e@@u,e, Eill @t,en3tDen Bou, an@Ee,@ du,in3 tDe actual eHentEHe,B inte,HieE Eill 6e diFFe,ent, and tDe,e .aB alEaB@ 6e @u,p,i@in3 Rue@tion@- NeHe,tDele@@, inte,HieEe,@ @u33e@t ,eDea,@in3 EitD a ca,ee, coun@elo, o, F,iend to 3ain conFidence and poi@e- 2&2 c :oE Eould Bou de@c,i6e Bou,@elFG c <Dat did Bou liAe .o@t a6out Bou, la@t jo6G c <Dat tBpe@ oF cou,@e@ do Bou enjoB .o@tG c <DB @Dould I @elect Bou oHe, otDe, applicant@G c <Dat a,e Bou, 3,eate@t @t,en3tD@ and EeaAne@@e@G c <Dat a,e Bou, Do66ie@G c Tell .e .o,e a6out tDe p,oject Bou de@c,i6ed on Bou, ,[email protected] )e@c,i6e a Eo,A o, @cDool-,elated p,o6le. and DoE Bou @olHed itc Tell .e a6out a ti.e Bou Eo,Aed a@ pa,t oF a tea.c <Dat a,e Bou, @Do,t-te,. 3oal@G c <DB do Bou Eant to Eo,A in tDi@ occupation and Fo, tDi@ co.panBG EacD Rue@tion 3iHe@ Bou an oppo,tunitB to illu@t,ate Bou, FaHo,a6le cDa,acte,i@tic@- 2$2 *o, eKa.ple, iF a@Aed to de@c,i6e Bou,@elF, talA a6out Bou, p,oFe@@ional cDa,acte,i@tic@ and 6acA3,ound, not Bou, pe,@onal liFeSo.e Rue@tion@ X @ucD a@ tDo@e a6out Do66ie@ o, inte,e@t@ X .aB @ee. i,,eleHant- Inte,HieEe,@ a@A tDe@e tBpe@ oF Rue@tion@ to lea,n a6out Bou, pe,@onalitB and te@t Bou, inte,pe,@onal @Aill@- In addition, an@Ee,in3 Rue@tion@ a6out Bou, Do66ie@ o, inte,e@t@ alloE@ Bou to Di3Dli3Dt @o.e oF Bou, otDe, @t,en3tD@- Pa,ticipatin3 in a @po,t .i3Dt de.on@t,ate tea.Eo,AI a6ilitB in a c,aFt, @ucD a@ needlepoint, @DoE@ an attention to detailCa,ee, cente,@ and li6,a,ie@ DaHe .anB 6ooA@ EitD additional Rue@tion@ and po@@i6le an@Ee,@TDe 3oal i@ not to .e.o,iMe ,e@pon@e@ to tDe@e Rue@tion@ 6ut to 6eco.e co.Fo,ta6le @peaAin3 a6out Bou,@elF, Bou, t,ainin3 and eKpe,ience, and Bou, ca,ee, 3oal@- 2(2 <DateHe, tDe Rue@tion, 6e ,eadB to accentuate tDe po@itiHe- TDe inte,HieEe, .i3Dt a@A Fo, a EeaAne@@ o, Failu,eI cDoo@e one tDat doe@ not aFFect Bou, a6ilitB to do tDe jo6, o, de@c,i6e a @Do,tco.in3 Bou a,e Eo,Ain3 to oHe,co.e- *o, eKa.ple, iF inte,HieEin3 Fo, an ent,B-leHel jo6, cite Bou, lacA oF paid eKpe,ience- IF tDe,e a,e EeaAne@@e@ eHident on Bou, ,[email protected] o, t,an@c,ipt, @ucD a@ 6ein3 Fi,ed F,o. a jo6 o, ,eceiHin3 poo, 3,ade@, ,eDea,@e an eKplanation 6eFo,e tDe inte,HieE in ca@e Bou a,e a@Aed a6out tDe.- 2#2 Inte,HieEe,@ @u33e@t ,eDea,@in3 EitD a ca,ee, coun@elo, o, F,iend to 3ain conFidence and poi@eTDe 3oal i@ to 6eco.e co.Fo,ta6le @peaAin3 a6out Bou,@elF, Bou, t,ainin3 and eKpe,ience, and Bou, ca,ee, 3oal@[email protected],HieE2e.p-tKtC

&8

Business Co

unication Topics

3& Co pre.ension
2rrange the steps o the interview in an accepta$le order and discuss your option. 'A Steps to a Success+ul Inter,ie8 <,ite a tDanA-Bou lette, to anBone Bou DaHe @poAen toU@e 6odB lan3ua3e to @DoE inte,e@tRead co.panB .ate,ial@ EDile Bou EaitTDanA tDe inte,HieEe,S.ile, nod, 3iHe nonHe,6al Feed6acA to tDe inte,HieEe,Int,oduce Bou,@elF in a cou,teou@ .anne,A,,iHe on ti.e:aHe a Fi,. Dand@DaAe7i@tenA@A a6out tDe neKt @tep in tDe p,oce@@?Dttp022EEE-jo6Ee6-co.2Re@ou,ce@27i6,a,B2Inte,HieE@2"!UStep@UtoUaU! U!"-Dt.C

4& 5ocabular@. !. ;se the word given in capitals at the end o each gapped line (!'0) to derive a word that its in the space. On tDe daB oF tDe inte,HieE, 3iHe Bou,@elF plentB oF ti.e to 3et ,eadB Fo, and t,aHel to tDe inte,HieE- Plan to a,,iHe "! to "8 .inute@ ea,lB"UU ca,,Bin3 a 6,ieFca@e to tDe inte,HieE- In addition to 3iHin3 Bou a UU looA, a 6,ieFca@e @e,He@ a Function0 it 3iHe@ %UU to tDin3@ Bou Eill Eant at tDe inte,HieE- TDe@e include a pen and pape, to ,eco,d i.po,tant inFo,.ation, @ucD a@ tDe p,ope, @pellin3 oF tDe inte,HieEe,V@ na.e and tDe ti.e and date oF FolloEup inte,HieE@I copie@ oF Bou, ,\@u.\ o, application and 'UUI and eKa.ple@ oF Bou, Eo,A, @ucD a@ E,itin3 @a.ple@Mo@t people a,e ne,Hou@ EDen inte,HieEin3- But ,e.e.6e,0 Bou DaHe 6een a@Aed to inte,HieE Fo, tDe jo6 6ecau@e tDe e.ploBe, 6elieHe@ Bou could 6e ,i3Dt Fo, it- TDe inte,HieE i@ Bou, cDance to conFi,. tDat 8UU and e@ta6li@D ,appo,t- To ,educe &UU, inte,HieEe,@ ,eco..end 3ettin3 a 3ood ni3DtV@ @leep and .aintainin3 Bou, u@ual .o,nin3 ,outine X iF Bou neHe, eat 6,eaAFa@t, Fo, eKa.ple, donVt eat a $UU .o,nin3 .eal on inte,HieE daB- TDeB al@o ,eco..end callin3 to .ind @o.e oF Bou, Dappie@t .e.o,ie@ o, p,oude@t .o.ent@ 6eFo,e a,,iHin3 Fo, tDe inte,HieE-

CONSI)ERATION PRO*ESSOR,PORTAB7E

RE*ER

BE7IE1E NER1OUS :EART

[email protected],HieE2e.p-tKt

@.,. :or each $lank (!'!9), think o the word that $est its in the conte#t. ;se only one word in each space. %ress pro essionally- Secu,in3 "UU jo6 i@ .ucD ea@ie, iF Bou looA tDe pa,t- A u@eFul 3uideline i@ to d,e@@ UU Bou Eould Fo, an i.po,tant daB %UU tDe jo6, liAe a .eetin3 EitD a @upe,Hi@o, o, a p,e@entation 'UU a client- ClotDe@ @Dould 6e clean, Eell Fittin3, 8UU E,inAle F,ee- Mo@t e.ploBe,@ eKpect jo6@eeAe,@ &UU Eea, a t,aditional tEo-piece @uit, p,eFe,a6lB $UU a con@e,HatiHe colo, @ucD a@ naHB 6lue, 3,aB, (UU 6lacATDe o6ject i@ to looA ,elia6le, #UU t,endB- ManB e.ploBe,@ @aB tDat Eo.enV@ @Ai,t@ @Dould 6e Aneelen3tD "!UU 6eloE- Poli@Ded, clo@ed-toe @Doe@ co.plete ""UU p,oFe@@ional i.a3e-

&&

4nterviews

2void last'minute clothing disasters " UU t,Bin3 on Bou, @uit a FeE daB@ 6eFo,e tDe inte,HieE- And plan "%UU tDe uneKpected0 iF Bou Eill Eea, a @Ai,t, 6uB an eKt,a pai, oF @tocAin3@I iF Bou DaHe @Doe@ tDat tie, 3et .o,e @Doelace@- B,in3 @ucD eKt,a@ "'UU EitD Bou tDe daB oF tDe inte,HieE>eep Dai, neat 6B tBin3 it 6acA, puttin3 it up, o, cuttin3 it @Do,t- AHoid colo3ne and pe,Fu.e, la,3e piece@ oF jeEel,B, and DeaHB o, unnatu,al .aAeup- TDe@e di@t,act tDe inte,HieEe, "8UU Bou, RualiFication@[email protected],HieE2e.p-tKtC

9& %an)ua)e +ocus

OpenCended0 it inHite@ tDe inte,HieEee to oFFe, an opinion Direct openCended0 it @u33e@t@ a ,e@pon@e ClosedCended0 it call@ Fo, @Do,t ,e@pon@e@ o, Be@2 no an@Ee,@ Restate ent0 inHite tDe ,e@pondent to eKpand on an an@Ee, /ar Cup0 it Delp@ 6,eaA tDe ice Indirect0 elicit@ Fu,tDe, inFo,.ation <Dat do Bou tDinA Bou, co.panB eKpect@ F,o. BouG :oE DaHe Bou t,ained inJ--G )id Bou attend tDo@e cla@@e@G 9ou @aid Bou liAe t,aHellin3I@ tDat co,,ectG :oE Ea@ Bou, t,ipG ISd liAe to AnoE .o,e a6outJ

T-pes o+ inter,ie8 7uestions

DF,o. C- 7- BoH\e, O- 1- TDill, Business 1ommunication /oday, NeE 9o,A0 Mc G,aE :ill Inc-, "## C

C.ec0in) and con+ir in) in+or ation Tec.ni7ues A@Ain3 Fo, ,epetition Ad,ice IF Bou didnSt Dea, tDe .e@@a3e, Bou .aB u@e0 State Bou, p,o6le. and tDen .aAe a ,eRue@tE2a ple So,,BG Pa,donG Pa,don .eG ?AEC EKcu@e .eG ?AEC IS. @o,,B, I didnSt Ruite Dea,2 catcD EDat Bou @aid- I .i@@ed tDat pa,t- Could Bou ,epeat tDat 2 @aB tDat a3ain, plea@eG <ould Bou .ind ,epeatin3 tDat, plea@eG I donSt unde,@tand EDat Bou DaHe ju@t @aidCould Bou 3o oHe, tDat a3ain, plea@eG <Dat eKactlB do Bou .ean 6BJG <Dat i@ tDe p,eci@e pu,po@e Function oFJG Could Bou tell u@ a 6it .o,e2 Could Ee DaHe @o.e .o,e detail@ a6outJ, plea@eG )id Bou @aBJ-G 9ou did @aBJ, didnSt BouG I@ it t,ue2 a Fact tDat De J-G Can2could Bou @pell tDat, plea@eG In otDe, Eo,d@J <Dat I .ean i@J2 BB tDat I .ean tDatJ 7et .e ju@t 3o oHe,2 ,epeat2 @u..a,iMe tDe .ain point@ a3ainIF I could ju@t 6,in32 d,aE to3etDe, tDe point@ Ee DaHe di@cu@@edEKcu@e .e, So,,B, tDatS@ not Ruite ,i3Dt- J So,,B, I tDinA BouSHe .ade a .i@taAe- J

A@Ain3 Fo, cla,iFication

A@A Fo, .o,e p,eci@e inFo,.ationIF Bou Eant to cDecA tDat Bou DaHe unde,@tood tDe .e@@a3e, Bou .aB u@e9ou can pa,apD,a@e tDe inFo,.ation o, @u..a,iMe tDe .ain point@)o not Fo,3et to u@e a polite Fo,.ula 6eFo,e-

A@Ain3 Fo, He,iFication A@Ain3 Fo, @pellin3 Repeatin3 inFo,.ation

Co,,ectin3 inFo,.ation

&$

Business Co

unication Topics

.aAin3 tDe co,,ection?@ee B,ie3e, and SEeeneB "##'0 "( C

:& Spea0in)
*ow do you prepare or a =o$ interview(s there advisa$le to mention your weaknesses in a =o$ interview- >hy1omment upon discrimination during a =o$ interview.

;& /ritin)
Select a =o$ advertisement rom the local newspaper and write the ollowing letters+ a =o$ in4uiry letter a thank'you letter or the interview a re4uest or more time to decide a letter o acceptance a letter declining the =o$ o er

&(

LI& BUSINESS CORRESPONDENCE

BASIC NOTIONS T-pes o+ business correspondence Steps DiE Steps DiiE "- deFinin3 tDe pu,po@e inside tDe Fi,.0 .e.o@, .inute@, ,epo,t@ outside tDe Fi,.0 6u@ine@@ lette,@ ?oF inRui,B, co.plaint, o,de,, Ea,nin3 etc-C T-pe Gene,al0 to inFo,., pe,@uade, colla6o,ate SpeciFic0 to p,e@ent @peciFic dataJ, to conHince @o.e6odB to do @o.etDin3, to Delp @o.e6odB to do @o.etDin3 S.all2 la,3e InFo,.ed2 uninFo,.ed Speciali@t@2 ca@ual pu6lic, .otiHated2 un.otiHated, etcIt @Dould .aAe a @tate.ent a6out tDe topic-

'& plannin)

- analBMin3 tDe audience ?audience p,oFileC %- e@ta6li@Din3 tDe .ain idea

(& co posin)

'- @electin3 tDe cDannel and O,al2 E,itten co..unication .ediu. TDe ,e@ult @Dould 6e a Eell o,3aniMed .e@@a3e, EitD0 - clea, @u6ject and pu,po@e, - inFo,.ation ,elated to tDe @u6ject and pu,po@e - lo3icallB 3,ouped and p,e@ented idea@ - all nece@@a,B inFo,.ation included ReHieE tDe .e@@a3e Fo, content and o,3aniMation

3& re,isin)

'& Discussion
>hat will $e, in your opinion, the main characteristics o $usiness correspondence>hat are the prere4uisites o a well organized $usiness message-

(& Readin)
.ead a$out some key elements o the Business Communication Protocol and discuss them in your study group. Business Co unication Protocol

A uniHe,@al Fo,.at, @tBle, and etiRuette i@ accepted 6B nea,lB all o,3aniMation@- Oo6 candidate@ can alienate potential e.ploBe,@ @i.plB 6ecau@e tDeB do no u@e standard business 8ritin) st-leP,oFe@@ional co..unication a6ilitB ,e.ain@ a @i3niFicant Facto, tDat e.ploBe, u@e in eHaluatin3 and co.pa,in3 applicant@EacD lette,, DoEeHe,, ust be indi,iduall- tailored to tDe need@ oF tDe p,o@pectiHe e.ploBe, and indi,iduall- producedMi@unde,@tandin3@ oFten occu, 6ecau@e oF tDe Failu,e to FolloE up in E,itin3- TaAe tDe eKt,a ti.e needed to aHoid conFu@ionAl8a-s Aeep copie@ oF lette,@ @ent 6ecau@e tDeB .aB @aHe late, e.6a,,a@@.ent- IF co,,e@pondence i@ lo@t in tDe .ail, @DoEin3 potential e.ploBe,@ tDe copB .aB @aHe a jo6 oFFe,-

Business Co

unication Topics

TDe i.po,tance oF p,ope, co..unication@ cannot 6e oHe,e.pDa@iMed- <,itten co..unication i@ tDe 6acA6one oF eHe,B pe,@onnel oFFice- A 3ood @ucce@@ion oF co..unication @DoE@ tDe e.ploBe, tDat Bou @ince,elB Eant tDe jo6Correspondence Tips U@e a @tanda,d 6u@ine@@ @tBle Fo,.at and ( "2 T K ""T pape, TBpe all lette,@- E.ploBe,@ tBpe eHen pe,@onal note@, @o FolloE @uit Add,e@@ lette,@ to a pa,ticula, indiHidual, and u@e Di@2De, co,,ect title NeHe, duplicate a lette,I eacD .u@t 6e an o,i3inal MaAe pa,a3,apD@ aHe,a3e in len3tD AlEaB@ @end a lette, EitD a ,[email protected], neHe, a ,[email protected] alone CDecA Bou, Eo,A ca,eFullB Fo, 3,a..a, and @pellin3- It i@ a 3ood idea to DaHe @o.eone el@e p,ooF,ead it Be Ea,B oF @u33e@tion@ to u@e 3i..icAB attention-3ette,@, oHe,Mealou@ o, de@pe,ate@oundin3 pD,a@e@, and eKa33e,ated p,ai@e oF tDe e.ploBe,?Dttp022@tatic-jo6t,aA-co.2jo6U@ea,cDUtip@2p,otocol-Dt.lC

3& Co pre.ension
1onsider the words/ phrases rom the te#t a$ove, which are written in $old. >hy were they emphasized in the te#t- Bring arguments in avour o their importance or $usiness correspondence.

4& 5ocabularCollo7uial A erican Business Iar)on De+ined NatiHe @peaAe,@ uncon@ciou@lB u@e ja,3on o, @lan3 tDat doe@nVt .ean .ucD to @peaAe,@ oF En3li@D ?o, eHen A.e,ican in tDi@ ca@eC a@ a @econd lan3ua3e- :e,e a,e @o.e co..on pD,a@e@ u@ed 6B A.e,ican 6u@ine@@people du,in3 U-S--Oapane@e 6u@ine@@ .eetin3@Sa-in) !- ! Dind@i3Dt A ,i@in3 tide tDat liFt@ all 6oat@ An Old ?CDina, Oapan etc-C :and at lo33e,Dead@ at tDe ""tD Dou, Boot@t,apped 6otD @ide@ oF tDe ai@le deep pocAet@ )o Bou ,ead .eG do3 and ponB @DoE donVt .aAe EaHe@ doEn in tDe du.p@ Meanin) pe,Fect AnoEled3e 6ut too late @o.etDin3 tDat 6eneFit@ all ?P,e@- >ennedBC @o.eone EitD lon3 eKpe,ience in tDe place )i@a3,ee.ent at tDe la@t .inute deHelop 6B Bou,@elF EitDout out@ide @uppo,t F,o. politic@, inHolHin3 6otD pa,tie@ EealtDBI Da@ a6ilitB to paB do Bou unde,@tand ?.ilita,B co..unication@C Financial p,e@entation donVt di@a3,ee o, cont,adict policB dep,e@@ed
?Dttp022EEE-paciFicoHe,tu,[email protected],3on-Dt.l C

9& %an)ua)e +ocus

ASSERTIN$ AND DO/NTONIN$ INFORMATION

$!

Business Correspondence

9ou u@e a@@e,tion iF Bou Eant to e.pDa@iMe EDat Bou a,e @aBin3 and to inFluence tDe attitude@ and 6eDaHiou, oF Bou, li@tene,@)oEntonin3 i@ u@ed EDen Bou a,e not ce,tain and Eant to p,otect Bou,@elF F,o. Bou, li@tene,@Tec.ni7ues *,onted topic CleFt @entence@0 ItS@ _ @u6ject _ tDat RelatiHe clau@e _ i@ _ @u6ject InHe,@ion ?aFte, ce,tain ne3atiHe Eo,d@0 no-one, noEDe,e, neHe,, no6odB, notDin3 Inten@iFBin3 adHe,6@ ?EDollB, totallB, co.pletelB, FullB, a6@olutelB, enti,elB, eKt,e.elB, Di3DlB, He,B, Fai,lB, ,ea@ona6lB, Ruite, .ode,atelBC Connectin3 eKp,e@@ion@ oF Di3Dli3Dt ?in pa,ticula,, 6e@ide@, e@peciallB, etc-C U@e tDe He,6@0 @ee., appea, U@e tDe He,6@0 tend to, 6e inclined to Mini.iMe .e@@a3e EitD0 ju@t, onlB, a 6it, a little EKp,e@@ po@@i6ilitB EitD0 .aB6e, pe,Dap@, .i3Dt EKp,e@@ ,e@e,Hation EitD0 in a EaB, to @o.e2 to a ce,tain eKtent E2a ple $arely i@ De punctual at .eetin3@4t is tDe co.petition that count@'hat it count@ is tDe co.petition4n no way Eill I deceiHe BouTDei, co.panB i@ completely 6anA,upt-

Assertin) in+or ation

Do8ntonin) in+or ation

:e up3,aded Di@ co.pute,- In pa,ticula,, De .aKi.iMed tDe PC .e.o,BIt @ee.@ tDat tDe @tocA@ Eill plu..et:e tend@ to unde,[email protected] tDe eKpe,ti@e oF Di@ co.petito,@ItS@ ju@t onlB a .ino, delaBI itS@ notDin3 @e,iou@Pe,Dap@ Ee Eill accept .e,3e, EitD NT; Inte,national<e .i3Dt accept .e,3e, EitD tDe.In a EaB I DaHe to a3,ee to tDei, p,opo@al-

?adapted F,o. B,ie3e,, SEeeneB "##'0 "$'C

:& Spea0in)
>hich is the most important, the correspondence outside or inside the irm- Bring arguments to support your opinion. Aive e#amples o adapting the message you are sending to the audience.

;& /ritin)
(n not more than ,33 words write an essay a$out the manipulative power o words.

$"

LII& COMMUNICATION /IT* PARTNERS

BASIC NOTIONS Business letters usuall- use t.e B%OC> ST=%E& T.is eans1 tDe add,e@@eeS@ na.e and add,e@@ a,e at tDe top ON T:E 7E*T tDe date0 u@uallB, on tDe ,i3Dt no punctuation in tDe add,e@@ o, aFte, tDe @alutation tDe pa,a3,apD@ @ta,t at tDe .a,3in, EitD dou6le @pace 6etEeen tDe. tDe E,ite,S@ na.e and title a,e unde, tDe @i3natu,e %etter la-out The logo of the firm The sender5s address The recipient5s address 6our ref2 7ur ref2 The date

The salutation 8)ea, Si,2 Si,@2 Mada.2 M,- TDo.@on2 M,@J2 Mi@@2 M@J2 >ateC 9eading ?it @aB@ EDat tDe lette, i@ a6outC The body of the letter Int,oduction0 it @aB@ EDB Bou a,e E,itin3 TDe .ain .e@@a3e0 detail@ TDe clo@e0 it u@uallB .ention@ a Futu,e, planned actiHitB The ending of the letter Clo@in3 Fo,.ula TDe @i3natu,e The name 8typed: Beep in mind ReF- [ ,eFe,ence@0 na.e@ ?initial@ oF tDe autDo,2 tBpi@t oF tDe lette,C Co..on int,oduction Fo,.ulae0 I a. E,itin3 in connection EitDJ2 I DaHe ,eceiHed Bou, lette, oFJconce,nin3J Endin3 Fo,.ulae0 I looA Fo,Ea,d to ,eceiHin3 Bou, J2 7ooAin3 Fo,Ea,d to Dea,in3 F,o. Bou Clo@in3 tDe lette,0 9ou,@ FaitDFullB2 9ou,@ @ince,elB2 Since,elB

'& Discussion
>hat unction do letters per orm in society/ in $usiness>hat do the style and tone o a letter depend on>hat does the ormat o a letter depend on-

Communication with Partners

(& Readin)
,. !. .ead the ollowing e#amples and try to igure out what do they re er at- 8atch them (a'e) with the suggestions you have $elow (!'9). St-le o+ business correspondence a& PI a. E,itin3 to applB Fo, tDe po@ition Bou cu,,entlB DaHe openJQ PI a. E,itin3 in ,e@pon@e to Bou, lette, oFJ in EDicD Bou di@cu@@ p,o6le.@ Bou DaHe Dad EitDJ-Q b& PI a. E,itin3 in ,e@pon@e to Bou, OulB , !!& lette, in EDicD BouJ-Q PI DaHe ju@t ,eceiHed Bou, Septe.6e, !, !!& lette, in EDicD BouJQ c& PI DaHe Eo,Aed a@ a teacDe, in 7ondon Fo, a6out ten Bea,@- Since !!" I DaHe 6een teacDin3 at PJ-Q UniHe,@itBJQ PAs for my wor% e/perience( I DaHe Eo,AedJ-Q d& PIF Bou do not @end u@ tDe co.pute,@ 6B tDe " OulB, Bou Eill not 3et tDe .oneBJQ PPlea@e @end u@ tDe co.pute,@ Ee o,de,ed till tDe " OulB a@ Ee a3,eed in tDe cont,act- AnB cDan3e oF tDe deliHe,ate date .aB entail, unFo,tunatelB, cDan3e@ in tDe .etDod oF paB.ent-Q e& PA@ @oon a@ BouJ, I Eill Jto J- MaB I eKpect to Dea, F,o. Bou EitDin tDe EeeAGQ PI a. aHaila6le in tDe aFte,noon@, F,o. ' p. to 8 p.- Can Ee @et up an appoint.ent to di@cu@@JJJG ISll looA Fo,Ea,d to Dea,in3 F,o. Bou-Q '& IF Bou a,e ,e@pondin3 to a lette,, identiFB tDat lette, 6B it@ @u6ject and date in tDe Fi,@t pa,a3,apD o, @entence (& P,oHide topic indicato,@ at tDe 6e3innin3 oF pa,a3,apD@I Ptopic indicato,@Q [ a Eo,d o, pD,a@e tDat indicate@ tDe topic 3& CDan3e tDe cold, unF,iendlB ne3atiHe tone EitD one .ucD .o,e po@itiHe, co,dial and tactFul4& State tDe .ain 6u@ine@@, pu,po@e, @u6ject .atte, ,i3Dt aEaB0 9& GiHe Bou, 6u@ine@@ lette, an Paction endin3Q EDeneHe, app,op,iate0 .aAe clea, EDat Bou eKpect tDe ,ecipient to do and EDen ,. ,. *ere are some tips you may ind use ul in writing your $usiness letters. 1omment upon their value in $usiness writing+ Pco.pa,t.entaliMeQ tDe content@ oF Bou, lette,0 place eacD diFFe,ent topic oF tDe lette, in it@ oEn pa,a3,apD Aeep tDe pa,a3,apD@ @Do,t0 tDe@e Eill Delp tDe ,eade, to ,ead ,apidlB, co.p,eDend and ,e.e.6e, tDe i.po,tant Fact@ o, idea@ li@t o, ite.iMe EDeneHe, po@@i6le0 it .aAe@ it ea@ie, to picA up tDe i.po,tant point@ place i.po,tant inFo,.ation @t,ate3icallB0 inFo in tDe Fi,@t and la@t line@ oF pa,a3,apD@ tend@ to 6e ,ead and ,e.e.6e,ed 6ette,I place i.po,tant inFo,.ation in Di3D - Hi@i6ilitB point@ Find po@itiHe EaB@ to eKp,e@@ 6ad neE@I aHoid @ucD Eo,d@ a@0 cannot, Fo,6id, Fail, i.po@@i6le, ,eFu@e, p,oDi6it, ,e@t,ict, denB aHoid po.pou@, inFlated, le3al-@oundin3 pD,a@in3 ?pictu,e Bou,@elF a@ a plain-talAin3, co..on@en@e, doEn-to-ea,tD pe,@onC

3& Co pre.ension
1onsider the tips presented under ,. ,. >hat do the ollowing words mean in that conte#t+ ;compartmentali0e5( ;itemi0e5( ;strategically5( ;positive ways5( ;pompous5<

$%

Business Co

unication Topics

4& 5ocabular.ead the ollowing pieces o advice a$out $usiness correspondence. "#plain or ind synonyms or the words written in italics. BeFo,e Bou 6e3in @endin3 anB lette,@, it i@ i.po,tant tDat Bou devise @o.e EaB oF Aeepin3 t,acA oF EDen and EDat Bou DaHe @ent- *o, in@tance, iF Bou @end a lette, to M@- ; a@Ain3 Fo, an inte,HieE and oFFe, to call De, du,in3 tDe EeeA oF Oune &tD, Bou need to DaHe tDat date on ,eco,d @o Bou can 6e @u,e to meet that commitment- Al@o, iF Bou a,e @endin3 out '! lette,@ to Ha,iou@ e.ploBe,@, it can 6e c,itical to AnoE EDat Bou DaHe @aid in a pa,ticula, lette, to 6e a6le to FolloE it up EitD accu,acB- 7i@ted 6eloE a,e tEo Fo,.at@ Fo, o,3aniMin3 Bou, lette, ca.pai3nA- C,eate a cDa,t EitD colu.n@ Fo, tDe p,o@pectiHe e.ploBe,S@ na.e, tDe pe,@on contacted, tDe date @ent, anB co..it.ent@ Bou .ade in tDe lette, and follow3up- MaAe anotDe, cDa,t @DoEin3 tDe ,e@pon@e Bou ,eceiHed F,o. eacD lette, EitD colu.n Deadin3@, @ucD a@ p,o@pectiHe e.ploBe,S@ na.e, pe,@on EDo ,eplied, date oF ,eplB, and action taAen- >eep tDe@e cDa,t@ up to date and Dold on to lette,@ Bou ,eceiHeB- MaAe copie@ oF all tDe lette,@ tDat Bou @end out and File tDe. in a Folde,- >eep anotDe, File Folde, Fo, tDe lette,@ Bou ,eceiHe EDicD call Fo, Fu,tDe, action to 6e taAen on Bou, pa,t and a @epa,ate File Folde, Fo, Bou, ,ejection lette,@- TDi@ .etDod can 6e e@peciallB DelpFul 6ecau@e Bou DaHe reference to all Bou, lette,@ Fo, u@e EDen co.po@in3 otDe, lette,@- Al@o, Bou can looA 6acA oHe, tDe lette,@ Bou DaHe @ent and @ee EDicD one@ Ee,e tDe .o@t eFFectiHe in 3ene,atin3 inte,HieE@9ou @Dould al@o taAe into account @o.e 3ene,al @u33e@tion@ Fo, lette, E,itin30 FolloE ,ule@ oF laBout and Fo,.at oF a @tanda,d 6u@ine@@ lette, slant lette, toEa,d EDat Bou can oFFe, e.ploBe,@, not EDat Bou tDinA tDeB @Dould 6e oFFe,in3 Bou add,e@@, EDeneHe, po@@i6le, to an indiHidual, alon3 EitD Di@2De, co,,ect title @pell, punctuate, and pa,a3,apD co,,ectlB E,ite in Bou, oEn Eo,d@ and in conHe,@ational lan3ua3e Dand-@i3n, ,atDe, tDan tBpe Bou, @i3natu,e p,int Bou, lette,@ on 3ood RualitB pape, 6e 6,ieF, conci@e and to tDe point clo@e EitD a di,ect ,eRue@t Fo, @o.e @o,t oF action ?i-e- inte,HieE appoint.entC taAe adHanta3e oF anB lin% to tDe e.ploBe, tDat can put Bou, Foot in tDe doo, o, 3iHe Bou an edge oHe, tDe co.petition ?Fo, eKa.ple, .entionin3 tDe na.e oF @o.eone Bou AnoE in tDe o,3aniMationC

ItS@ not adHi@a6le to0 u@e stiff lan3ua3e o, pD,a@in3 6e gimmic%y in an atte.pt to 6e o,i3inal o, cleHe, load EitD con@tant u@e oF tDe Eo,d PIQ 6e lofty in tone o, indicate Bou Eill do tDe e.ploBe, a 3,eat @e,Hice 6B Pcon@ide,in3Q a po@ition 6e eKce@@iHelB e.pDatic a6out Bou, ,elia6ilitB, capacitB Fo, Da,d Eo,A o, intelli3ence- TDi@ Aind oF @elF-app,ai@al i@ u@uallB 6e@t understated- TDe appea,ance and tone oF Bou, lette, and ,[email protected] can @aB .o,e a6out Bou tDan Bou can 3,aceFullB @aB a6out Bou,@elF?Dttp022EEE-ca,ee,-F@u-edu2cci@23uide@2E,iteUeFF-Dt.lC

$'

Communication with Partners

9& %an)ua)e +ocus

CONTRASTIN$ AND COMPARIN$ IDEAS Function %an)ua)e tec.ni7ues Clau@e@ oF cont,a@t But, tDou3D, altDou3D, eHen tDou3D, EDile, EDe,ea@ PD,a@e@ oF cont,a@t )e@pite, in @pite oF Sentence connecto,@ oF cont,a@t0 Bet, DoEeHe,, neHe,tDele@@, @till, 6ut, eHen @o, all tDe @a.e Clau@e@ oF co.pa,i@on Co.pa,atiHe _ tDan RatDe, tDan A@J a@JI not @oJ a@J EKp,e@@ion@ oF co.pa,i@on Co.pa,ed to2EitD, in co.pa,i@on EitD <o,d@ and eKp,e@@ion@ oF @i.ila,itB0 ConFo,. to, .atcD, ,[email protected], looA liAe, co,,e@pond to diFFe,ence0 )iFFe,2 Ha,B2 diHe,3e2 deHiate _ F,o. E2a ples1 <e Eill deliHe, Bou tDe .e,cDandi@e eHen tDou3D tDe deadline oF deliHe,B i@ a 6it too ti3Dt:e Ea@ p,o.oted in @pite oF @o.e @e,iou@ .i@taAe@ De Da@ .ade<e a,e tDe Fi,@t ca, @upplie, on tDe .a,Aet- *owever, Ee need to i.p,oHe tDe RualitB oF ou, p,oduct@:aHin3 a ,elia6le inHe@to, i@ .o,e diFFicult tDan I DaHe eHe, i.a3inedTDeB @Dould paB tDei, de6t@ ,atDe, tDan deFe, tDe.I o,de,ed a@ .anB piece@ a@ Bou told .e toTDei, 6u@ine@@ plan i@ not ,elia6le co.pa,ed to ou,@TDei, p,ice i@ tDe @a.e a@ tEo Bea,@ a3oTDei, p,ice diFFe,@ F,o. tDat oF tDei, co.petito,@?adapted F,o. B,ie3e,, SEeeneB "##'0 "$(,"(!C

Contrastin)

Co parin)

:& Spea0in)
%iscuss each o the style re4uirements in writing $usiness letters. 1an you esta$lish a hierarchy among these issues- State your reasons. >hat is a recipient'oriented style-

;& /ritin)
6ou are the system chie engineer o the university. >rite a letter to the %epartment o 8odern Languages 2pplied to Business in which you communicate your plan or installing the e4uipment or a new computer'assisted language'teaching la$oratory.

$8

LIII& BUSINESS %ETTERS

Classi+ication B- +unction )i,ect ,eRue@t@2 Routine inRui,ie@ InRui,ie@ a6out people *aHou,a6le ,e@pon@e@2 Routine, 3ood-neE@, and 3ood-Eill .e@@a3e@ Bad-neE@ .e@@a3e@2 Clai.@ Pe,@ua@iHe .e@@a3e@ O,de,@ B- essa)e direction I- Initiatin3 lette,@ II- Re@pon@e lette,@ Miscellaneous ReFu@in3 a ,eRue@t [email protected] 3,ant@ [email protected] ,eFu@al C,edit ,eFu@al Sale@ lette, O,de, acAnoEled3e.ent@

?adapted F,o. BoH\e, TDill "## 0 $! and 7e@iAa,, Petit and *latleB "##%0 ;1iiC

'& Discussion
6ou have here a long list o letters that can $e written in $usiness environment. .ead the list and try to igure out what particular situations do they serve or. %escri$e the situation in your own words. /ry also to assign them to a particular type rom the ta$le a$ove. lette,@ oF acceptance lette,@ acceptin3 a jo6 oFFe, lette,@ acAnoEled3in3 o,de,@2 o,de, conFi,.ation lette,@ oF app,eciation lette,@ app,oHin3 c,edit lette,@ oF autDo,iMation lette,@ cDecAin3 a ,eFe,ence lette,@ Fo, clai.@ and [email protected]@ lette,@ oF condolence lette,@ oF con3,atulation@ lette,@ conHeBin3 neE@ a6out p,oduct@ lette,@ declinin3 a jo6 oFFe, lette,@ denBin3 ,outine ,eRue@t@ lette,@ 3iHin3 unFaHou,a6le ,eplie@ to o,de,@ lette,@ oF 3,eetin3@ lette,@ oF inRui,B lette,@ oF jo6 application lette,@ oFFe,in3 a jo6 lette,@ placin3 o,de,@ lette,@ p,oHidin3 c,edit ,eFe,ence@ lette,@ oF ,eco..endation lette,@ ,eplBin3 to ,eRue@t@ lette,@ ,eRue@tin3 action2 c,edit2 inFo,.ation2 a ,eco..endation2 a ti.e eKten@ion lette,@ oF ,e@i3nation lette,@ ,e@pondin3 to [email protected], clai.@ @ale@ lette,@ ,e.inde, lette,@ o,de, lette,@ ,e@pon@e lette,@ ,eRue@t lette,@ FolloE-up lette,@

%ETTER OF INBUIR= AND REP%= '& Readin)

!. !. .ead the ollowing e#ample o in4uiry letter in the orm o an e'mail message. (s there any di erence $etween the electronic orm and the typed orm-

Communication inside the Firm

*ROM0 O OANSEN !#-!%-! "&0 (08& NE)CO )EN BOSC: INTERNA7 A))RESS0 )B ##-%& TE7- ( &" TO0 O SMIT: SUBOECT0 Co..ent@ on AB docu.ent and AB#($ Ruotation OoDn Plea@e @end .e Bou, co..ent@ asap on tDe docu.ent@ISd liAe to FinaliMe tDe. tDi@ EeeARe3a,d@, Oan Oan@en Nedco )en Bo@cD )B ##-%& TE7- ( &" Co..ent@ on AB docu.ent and AB#($ Ruotation !. ,. Hther models o in4uiry letters a# letter asking or in ormation (preliminary in4uiry). .ead the ollowing letter and identi y its main parts+ )ea, Si, <e a,e a .ultinational co,po,ation e@ta6li@Ded in !!! 6B tDe .e,3e, oF tEo oF tDe 6i33e@t o,3aniMation@ in ca, indu@t,B and Ee DaHe 6een ope,atin3 in Bou, count,B Fo, Bea,@, @ince !!"<e a,e .o@t inte,e@ted in deHelopin3 @econda,B indu@t,B in tDi@ a,ea- One oF ou, p,oject@ i@ to e@ta6li@D a ca,-co.ponent@ indu@t,B and Ee Eonde, iF Bou could Delp u@ to Find a @uita6le pa,tne,TDe @o,t oF co.panB Ee DaHe in .ind i@ a la,3e-@cale .anuFactu,e, oF EDeel@ and acce@@o,ie@, EitD inte,national .a,Aetin3 eKpe,ience and a @t,on3 tecDnical @taFF<e Eould 6e .o@t 3,ateFul iF Bou could ,eco..end a Ro.anian co.panB, EDicD Fit@ tDi@ de@c,iption9ou,@ FaitDFullB Si3natu,e To. S.itD )i,ecto, b# .ead now the proper letter o in4uiry and then compare the two letters. >hat do they have in common, what are the di erences $etween them)ea, Si,@ 9ou, na.e Da@ 6een 3iHen to u@ 6B one oF Bou, client@ in Ge,.anB, EDicD i@ Ruite @ati@Fied EitD Bou, @e,Hice@- <e a,e an indu@t,ial o,3aniMation ope,atin3 in ca,@ 6,ancD and Eould 6e .o@t 3,ateFul iF Bou could Delp u@<e DaHe ,ecentlB 6een allocated a con@ide,a6le @u. in o,de, to i.p,oHe ou, .a,Aetin3 oFFe, in tDi@ a,eaOne oF ou, p,oject@ i@ to e@ta6li@D a ca,-co.ponent@ indu@t,B in tDi@ a,ea-

$$

Business Co

unication Topics

9ou Eill app,eciate tDat ou, tecDnical AnoEled3e i@ li.ited, and Ee need tDe eKpe,ti@e oF @o.eone EDo Da@ eKpe,ience in tDi@ indu@t,B- <ould Bou con@ide, Delpin3 u@ in anB o, all oF tDe FolloEin3 EaB@G @upplBin3 .ode,n .acDine,B @upplBin3 tecDnical AnoE-DoE Delpin3 EitD tDe .a,Aetin3 ope,ation t,ainin3 pe,@onnel @ettin3 up tDe plant <e @Dould liAe Bou, HieE@ on tDe po@@i6ilitB oF @ettin3 up a pa,tne,@Dip- 7ooAin3 Fo,Ea,d to Dea,in3 F,o. Bou, 9ou,@ @ince,elB ;;;;; ?na.eC =eep in mind> The content of an in&uiry letter is the following2 Introduction ?int,oduce Bou,@elF o, tell tDe. EDe,eF,o. Bou DaHe Dea,d a6out tDe.CI identiFB tDe pu,po@e0 to o6tain Delp o, inFo,.ation Re7uest .aAin30 li@t Rue@tion@ o, inFo,.ation needed in a clea,, @peciFic, and ea@B-to-,ead Fo,.at O++erin) +urt.er in+or ation Endin) tDe lette,0 eKp,e@@ 3,atitude Fo, anB Delp )O NOT u@e PtDanA Bou in adHanceQ eKp,e@@ion 6ou may find the following pieces of advice useful2 Since tDe inRui,B lette, i@ u@uallB a@Ain3 Fo, inFo,.ation and i@ a pe,@onaliMed .e@@a3e, it .u@t aHoid accu@ation@ o, anB @u33e@tion oF [email protected], di@@ati@Faction- TDi@ tBpe oF a lette, i@ pa,t oF collection @e,ie@, i-e- collectin3 EDat i@ oEedI tDe @tep@ in tDe collection @e,ie@ a,e0 noti ication, reminder, in4uiry, urgent notice and ultimatum-

3& Co pre.ension
8atch the di erent types o in4uiry letters (!'M+ !. ;nsolicited in4uiry letter? ,. &ro$lem'in4uiry? <. Booking accommodation? @. Go$'in4uiry letters? 9. Solicited in4uiry letter? M. 8aking a routine credit re4uest) ' with their descriptions $elow (a' )+ a& E,itten EDen a 6u@ine@@2 a3encB adHe,ti@e@ it@ p,oduct@2 @e,Hice@I Bou a@A @peciFic Rue@tion@ a6out a p,oduct2 @e,Hice Bou a,e inte,e@ted in b& E,itten EDen tDe ,ecipient Da@ done notDin3 to p,o.pt Bou, inRui,BI e-3- Bou Eant .o,e inFo,.ation a6out an a,ticle Bou DaHe ,eadc& ,eRue@tin3 an application Fo,.I enRui,in3 a6out a Di,in3 deci@ion X a di,ect ,eRue@t d& a@Ain3 Fo, .oneB e& Read tDe eKa.ple0 Becau@e Bou a,e a Halued [email protected], EDo Da@ 6een con@cientiou@ a6out paBin3 6ill@ on ti.e, M,- S.itD, IS. Eonde,in3 EDB Ee DaHenSt ,eceiHed Bou, Octo6e, paB.ent oF d !!- I@ tDe,e a p,o6le. Ee @Dould AnoE a6outG Plea@e @end u@ Bou, paB.ent ,i3Dt aEaB o, pDone .e at '8% X 8$# to di@cu@@ Bou, @ituation- <e Eant to Delp Bou FulFill Bou, o6li3ation@+& Read tDe eKa.ple0 )ea, Si, I Eould liAe to ,e@e,He aJJJJJJI Eould He,B .ucD app,eciate a JJJ-Could Bou plea@e conFi,. tDat tDe,e i@JJJ-9ou,@ FaitDFullB ;;; ?na.eC

$(

Communication inside the Firm

4& 5ocabular.ead some use ul phrases you may use in a letter o in4uiry+ (ntroducing yoursel + 9ou, co.panB Da@ 6een ,eco..ended to u@ 6BJ <e DaHe Dea,d oF Bou, Fi,. <e a,e pa,ticula,lB inte,e@ted inJ <e a,e .o@t inte,e@ted in2 inc,ea@in32 deHelopin32 eKtendin3J 9ou, na.e Da@ 6een 3iHen to u@ a@ one oF tDe .o@t i.po,tant J .anuFactu,e,@ in Eu,ope<Dat Ee DaHe in .ind i@J 8aking the re4uest+ 9ou Eill app,eciate tDatJ <e needJ <ould Bou con@ide, @upplBin3 u@ EitDJG IF Bou could @end2 3iHeJ Ee Eould 6e .o@t 3,ateFulCould Bou plea@e let .e2 u@ DaHeJ 9ou Eill app,eciate tDat Ee ,eRui,e2 needJ <e Eould liAe Bou, co..ent@2 tDou3Dt@ on tDe po@@i6ilitB oF openin32 6eco.in32 ente,in32 @Da,in3J2 <Dat Ee ,eRui,e i@J <Dat Ee need i@J <e Eould liAe Bou toJ H ering urther in ormation+ <e Eill 6e onlB too DappB to @upplB Bou EitD2 let Bou DaHe .o,e detail@Plea@e do not De@itate to contact u@ iF Bou ,eRui,e2 need Fu,tDe, inFo,.ationH ering an alternative0 :oEeHe,, Ee a,e inte,e@ted inJ "#pressing interest/ regret0 <e could po@@i6lBJ6ut Ee ,e3,et tDatJ "nding the letter <e looA Fo,Ea,d to Dea,in3 F,o. Bou2 .eetin3 Bou2 @eein3 Bou <e Eould 6e .o@t 3,ateFul iF Bou could Delp2 adHi@e2 @end2 3iHe u@J I portant lan)ua)e to re e ber in a response letter1 T.e Start T.an0in) t.e potential custo er +or .is<.er Interest1 Pro,idin) re7uested aterials Pro,idin) additional in+or ation Closin) a letter .opin) +or +uture business Endin) Si)nature )ea, M,-, M@ ?M,@-, Mi@@I very important0 u@e M@ Fo, Eo.en unle@@ a@Aed to u@e M,@- o, Mi@@C TDanA Bou Fo, Bou, lette, oF --- inRui,in3 ?a@Ain3 Fo, inFo,.ationC a6out--<e Eould liAe to tDanA Bou Fo, Bou, lette, oF --- inRui,in3 ?a@Ain3 Fo, inFo,.ationC a6out--<e a,e plea@ed to enclo@e--Enclo@ed Bou Eill Find --<e enclo@e --<e Eould al@o liAe to inFo,. Bou--Re3a,din3 Bou, Rue@tion a6out --In an@Ee, to Bou, Rue@tion ?inRui,BC a6out --<e looA Fo,Ea,d to --- Dea,in3 F,o. Bou 2 ,eceiHin3 Bou, o,de, 2 Eelco.in3 Bou a@ ou, client [email protected],C9ou,@ @ince,elB ?,e.e.6e, u@e V9ou,@ FaitDFullBV EDen Bou donVt AnoE tDe na.e oF tDe pe,@on Bou a,e E,itin3 and V9ou,@ @ince,elBV EDen Bou doC-

$#

Business Co

unication Topics

9& %an)ua)e +ocus

DEA%IN$ /IT* FACTS Statin) a +act Re+utin) EHe,Bone AnoE@ tDatJ ItS@ a Fact tDatJ ActuallB, J In Fact, J A@ a .atte, oF Fact, J <ell, IS. not ,eallB @u,e tDatS@ co,,ectA,e Bou @u,e tDatS@ ,i3DtG I@nSt it t,ue tDatJG *o, eKa.pleG *o, in@tanceG SucD a@G Could Bou 3iHe .e an eKa.pleG 7et .e 3iHe Bou an eKa.pleTo 3iHe Bou an eKa.ple, J *o, eKa.ple, J *o, in@tance, J
?@ee MattDeE@, Ma,ino "##!0 (8C

As0in) +or e2a ples $i,in) e2a ples

:& Spea0in)
%irectness is not pre erred in some situations you ask or in ormation. (denti y several such cases. (magine you want to write a routine in4uiry to ind out a$out a merger. >ork in groups o our ) si#. >rite only one paragraph ) the one you consider the key paragraph o your in4uiry letter. .ead it to your colleagues and notice the similarities or di erences $etween your style/ tone/ voca$ulary. %iscuss the di erences, mainly.

;& /ritin)
"etters of reply to in&uiries 0. !. $ead the letter in which a multinational in4uires a$out speci ic conditions o setting a car su$' components industry in .omania. >rite an answer acknowledging their in4uiry, using the ollowing plan+ thanking or the letter/ politely re using/ o ering an alternative/ asking or in ormation/ e#pressing interest/ ending. 0. ,. Starting rom the same letter, refuse their in&uiry using the ollowing plan+ acknowledging letter, e#pressing regret, encouraging $ut giving a reason or re usal, o ering an alternative, ending on a warm note ) promise uture cooperation. 0. <. 'rite a letter of in&uiry and boo%ing accommodation using the ollowing in ormation+ Bou ,eRui,e a @in3le ,oo. tDe date@ a,e F,o. ! MaB to % Bou need a ,oo. EitD @DoEe, and @ea@Do,e HieE 9ou Eould liAe to DaHe conFi,.ation tDat Bou, ,oo. Eill 6e aHaila6le at tDe ,eRui,ed date, F,o. # a-.0. @. 1onsider the ollowing situations+ 9ou a,e a 6anA .ana3e,- ReplB to To. S.itD EDo Eant@ to @et up Di@ oEn @.all 6u@ine@@ and a@A@ Fo, a 6anA loan 9ou a,e a6le to 3,ant tDe 6anA loan on tDe FolloEin3 condition@0 JJJJJJJ 9ou a,e una6le to 3,ant tDe 6anA loan 6ecau@e JJJJJJJJJJJJJJ--

0. 9. .ead the ollowing e#ample letter o response to an in4uiry. /ry to write the in4uiry letter sent $y 8r. Beare.

(!

Communication inside the Firm

OacA@on B,otDe,@ %'($ %,d St,eet NeE 9o,A, N9 " !!# >ennetD Bea,e Ad.ini@t,atiHe )i,ecto, En3li@D 7ea,ne,@ L Co.panB 8 ! 1i@ita AHenue OlB.pia, <A #(8!" Septe.6e, " , !!! )ea, M,- Bea,e TDanA Bou Fo, Bou, inRui,B oF " Septe.6e, a@Ain3 Fo, tDe late@t edition oF ou, catalo3ue<e a,e plea@ed to enclo@e ou, late@t 6,ocDu,e- <e Eould al@o liAe to inFo,. Bou tDat it i@ po@@i6le to .aAe pu,cDa@e@ online at Dttp0eejacA@on6,o@-co.<e looA Fo,Ea,d to Eelco.in3 Bou a@ ou, [email protected],9ou,@ FaitDFullB ?Si3natu,eC )enni@ OacA@on Ma,Aetin3 )i,ecto, OacA@on B,otDe,@
?Sou,ce0 [email protected],a,B2E,itin326lE,iteU,e@pondUenRui,e-Dt.C

%ETTER OF COMP%AINT
TDe co.plaint lette, indicate@ di@content a6out inadeRuate @e,Hice@, deFectiHe p,oduct@, da.a3ed .e,cDandi@e, etc- It could 6e .ild2@t,on3-

'& Discussion
>hen do we complain- Aive e#amples linked to the $usiness environment ($ut not only). 1an complaining $e considered a $usiness strategy>hat are, in your opinion, the $asic principles o writing a letter o complaint-

(& Readin)
,. !. .ead the ollowing instructions a$out writing a letter o complaint. (denti y some situations in which you can write such a letter. Occa@ionallB Ee Find ou,@elHe@ on tDe ,eceiHin3 end oF a deFectiHe p,oduct, co.panB e,,o,, o, poo, @e,Hice- TDi@ eKpe,ience can 6e @o inFu,iatin3 tDat Ee Feel Ee .u@t .ention it to @o.eone in cDa,3e and DaHe tDe @ituation ,ectiFied- :oEeHe,, .anB oF u@ cDoo@e in@tead to @Eea, oFF a co.panB o, p,oduct alto3etDe, @i.plB 6ecau@e Ee lacA tDe @Aill and conFidence to eKp,e@@ ou, [email protected] TDi@ i@ a @.all t,a3edB @ince .anB 6u@ine@@e@ a,e FullB p,epa,ed to ,e.edB anB p,o6le.@ tDat a,i@e- <itD a little AnoE-DoE, Bou Eill 6e a6le to 3et tDe ,e@ult@ Bou de@e,He and Find Dappine@@ in tDe [email protected], Eo,ldTDe .o@t i.po,tant @tep to [email protected], @ati@Faction i@ tDe need Fo, Bou to act i..ediatelB- Not onlB do .o@t co.panie@ DaHe a Fou,teen-daB ,etu,n policB 6ut al@o Bou .aB need to ,ecall detail@ oF Bou, t,an@action and Bou Eill need to act EDile tDe eHent@ a,e F,e@D in Bou, .ind- BeFo,e Bou @it doEn to E,ite

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Business Co

unication Topics

Bou, co.plaint lette,, en@u,e tDat Bou DaHe .ade pDotocopie@ oF all pe,tinent inFo,.ation @ucD a@ p,oduct and po@ta3e ,eceipt@, Ea,,antie@ o, cont,act@, a@ Bou Eill need to 6acA up Bou, ,eRue@t EitD tan3i6le p,ooFBeFo,e co.po@in3 tDe lette,, taAe a .o.ent to tDinA a6out DoE Bou Eant tDe @ituation to 6e ,ectiFied- 9ou .u@t clea,lB outline Bou, de.and@ Fo, tDe co.panB to 6e 3iHen tDe p,ope, oppo,tunitB to plea@e Bou- )o Bou Eant Bou, .oneB 6acA, a ,eplace.ent p,oduct o, pe,Dap@ c,edit applied toEa,d@ Bou, accountG Once Bou a,e ce,tain oF Bou, ,eRue@t Bou Eill tDen 6e ,eadB to co.po@e Bou, lette,It i@ not nece@@a,B to AnoE tDe na.e oF tDe pe,@on tDat Eill 6e ,eceiHin3 Bou, lette,, @o it Eill 6e Ruite accepta6le to add,e@@ Bou, lette,I TTo EDo. it .aB conce,nT- <Den ,elatin3 tDe inFo,.ation, @ticA to tDe Fact@ onlB- No need to 3et in@ultin3- 9ou, lette, onlB need@ to 6e a FeE @entence@ lon3, ju@t enou3D to 3et tDe point ac,o@@- State tDe TEDenT Fi,@t, FolloEed 6B tDe TEDatT and tDe TDoET?Dttp022EBEB-e@@o,t.ent-co.2co.plaintlette,U,[email protected]

,. ,. .ead the sample letter $elow. To EDo. it .aB conce,n, On Ap,il " !!& I ,eceiHed a 6ooA entitled, T:oE To <,ite A Co.plaint 7ette,-T 6B tDe autDo, ;;;- I 6elieHe I Ea@ @Dipped tDi@ 6ooA in e,,o, a@ I Dad o,de,ed tDe 6ooA T:oE To <,ite A 7oHe 7ette,T 6B tDe autDo, 999 on Ma,cD "8 !!& and to date I DaHe not ,eceiHed tDe 6ooA- I a. ,etu,nin3 tDi@ 6ooA and includin3 .B po@ta3e ,eceipt- Plea@e c,edit .B account tDe a.ount oF tDe po@ta3e and @end .e tDe 6ooA I Dad o,i3inallB o,de,ed entitled T:oE To <,ite A 7oHe 7ette,T 6B 999, p,oduct-nu.6e, !""!""9ou,@ T,ulB, 9ou, Na.e :e,e 1omments+ TDe TEDenT in tDi@ eKa.ple i@ Ap,il " !!&- TDe TEDatT i@ tDe @ituation oF tDe @Dippin3 e,,o, and tDe TDoET i@ tDe c,edit on account Fo, po@ta3e and a @econd ,eRue@t Fo, tDe de@i,ed 6ooA to 6e @ent- TDe co.plainant Eill include tDe po@ta3e ,eceipt and a copB oF tDe o,i3inal o,de, Fo,., p,oHin3 @De o,de,ed tDe 6ooA in tDe co,,ect .anne,- TDe co.plainant @Dould al@o pDotocopB tDe lette, Fo, De, ,eco,d@IF Bou 3iHe a co.panB tDe oppo,tunitB to ,i3Dt a E,on3, .anB ti.e@ tDeB oFFe, tDei, [email protected], an additional 6onu@ @ucD a@ a 3iFt ce,tiFicate, coupon o, F,ee p,oduct- Co.plaint lette,@ E,itten to @eHe,al co.panie@ alEaB@ ,eceiHe tDe ,e@ult@ Bou eKpect a@ Eell a@ a FeE uneKpected eKt,a@- IF Bou taAe tDe ti.e to eKp,e@@ Bou, lacA oF @ati@Faction, .anB co.panie@ Eill not onlB .eet Bou, ,eRue@t@ 6ut Eill tDanA Bou Fo, 3iHin3 tDe. tDe oppo,tunitB to do @o- <Dile Bou DaHe Bou, pen and pape, out, EDB not taAe tDe ti.e to co..end a co.panB o, @ale@ pe,@on tDat .ade an eFFo,t to plea@e BouG It Eill do Bou, Dea,t 3ood to AnoE Bou 3aHe @o.eone a 6oo@t?Melanie Co@@eB, Dttp022EBEB-e@@o,t.ent-co.2co.plaintlette,U,[email protected]

,. <. .ead the letter and make the summary o the pro$lems it raises. """ <Dite :o,@e 7ane Au@tin, T; $($ ( ( Octo6e, !!& )i,ecto, oF [email protected], Relation@ Cincinnati Mic,oEaHe One Mic,oEaHe PlaMa Mia.i, T; $8 '# )ea, )i,ecto,0

Communication inside the Firm

I a. E,itin3 Bou conce,nin3 tDe pu,cDa@e and @u6@eRuent ,etu,n oF a <aHepo,t 8!!! I .ade on "! Au3u@t !!& in tDe a.ount oF d 8On "! Au3u@t !!&, I pu,cDa@ed a <aHepo,t 8!!! F,o. Bou, co.panB in tDe a.ount oF d 8- TDi@ p,ice included a tEo-daB deliHe,B and a &!-daB .oneB-6acA t,ial oFFe,- TDe d 8 Ea@ i..ediatelB cDa,3ed to .B RitM ca,d- :oEeHe,, tDi@ p,oduct did not pe,Fo,. @ati@Facto,ilB, and on "8 Au3u@t, I decided to ,etu,n tDe <aHepo,t 8!!! to Bou, co.panB- <Den I @poAe to one oF Bou, co.panBV@ ,ep,e@entatiHe@ 6B pDone, I Ea@ inFo,.ed tDat tDe @Dippin3 and Dandlin3 cDa,3e@, a@ Eell a@ tDe p,ice oF tDe <aHepo,t 8!!!, Eould 6e c,edited to .B account- I @Dipped tDe ite. 6B UP; and Ea@ notiFied "# Au3u@t oF it@ ,eceipt- TodaB, Octo6e, $, I ,eceiHed a @tate.ent Fo, .B RitM ca,d- And a@ oF todaB, no c,edit Da@ 6een applied to .B account Fo, eitDe, tDe <aHepo,t 8!!! o, tDe @Dippin3 and Dandlin3 cDa,3e@IF tDe <aHepo,t 8!!! Ea@ cDa,3ed to .B account i..ediatelB EDen I o,de,ed it, I Fail to unde,@tand EDB tDe @a.e p,o.ptne@@ Ea@ not u@ed in c,editin3 .B account i..ediatelB upon ,eceipt oF tDe ,etu,ned ite.- TDe,e i@ no ,eal eKcu@e Fo, tDi@ delaB otDe, tDan @o.eone not Eantin3 to taAe tDe nece@@a,B ti.e in c,editin3 .B account- TDe@e Finance cDa,3e@, a@ Eell a@ tDi@ lette,, could DaHe 6een aHoided iF Bou, e.ploBee@ Dad 6een a@ p,o.pt in c,editin3 .B account a@ tDeB Ee,e in cDa,3in3 to it- It i@ not .B ,e@pon@i6ilitB to paB Fo, Bou, co.panBV@ lacA oF p,o.ptne@@ and I ,i3DtFullB de@e,He a ,eFund to anB and all Finance cDa,3e@ tDat .aB 6e applied du,in3 tDi@ ti.e pe,iod9ou, co.panBV@ RuicA detection p,oduct@ DaHe 3,eatlB Delped .e in tDe pa@t, and I Eould liAe notDin3 .o,e tDan a RuicA @olution Fo, .B p,o6le. @o tDat I .aB 6e a [email protected], oF Bou,@ in tDe Futu,eSince,elB, OoDn A- So.e6odB Encl-0 Copie@ oF @ale@ ,eceipt and c,edit ca,d @tate.ent ,. @. /he reply to a letter o complaint+ some tips or keeping the $usiness running, in spite o complaints, apologies, pro$lems o any kind. ,e@pond RuicAlBI tDe co,,e@pondent need@ to AnoE tDe co.plaint Da@ 6een ,eceiHed and i@ 6ein3 dealt EitD acAnoEled3e and apolo3iMe 3iHe Bou, He,@ion oF tDe Fact@ eKplain EDat action i@ 6ein3 taAen concede a point iF po@@i6le @B.patDiMe and ,ea@@u,e Bou, co,,e@pondent

(n answering complaints you may re er at three distinct situations+ !. making concessions, ,. disclaiming possi$ility and <. apologizing and e#cusing. .ead the three lists with e#pressions used in such situations and attach a suita$le heading (!'<) to each o them+ A<e a,e @o,,B to Dea,222 <e Ee,e di@t,e@@ed to lea,n2 Dea, a6outJ222 <e .u@t apolo3iMe Fo, tDe delaB in ,etu,nin32 ,eplBin32 Fo,Ea,din3J-222 TDe delaB Ea@ due to tDe Fact tDat2 tDe ,e@ult oFJ-222 I Eould liAe to eKplain tDe @ituationBIn tDe no,.al EaB Ee Eould DaHe 6een o6li3ed toJ222 :oEeHe,, in HieE oF tDe ci,cu.@tance@J222 Unde, tDe ci,cu.@tance@ Ee a,e p,epa,ed to2 canJ-

(%

Business Co

unication Topics

C<e ,e3,et tDat in no EaB can Ee 6e Deld ,e@pon@i6le Fo,J222 <e Eould liAe to e.pDa@iMe tDat it i@ Bou, ,e@pon@i6ilitB toJ-222 NoE tDat Bou AnoE tDe Full Fact@ pe,Dap@ BouJ222 NoE tDat Bou unde,@tand tDe @ituation pe,Dap@ BouJ222 <e a,e 6ound 6B tDe te,.@ oF ou, cont,actJ-222 IF Bou cDecA, Bou Eill Find tDat tDe 3ua,antee @tate@J-

3& 5ocabular<. !. (n the ollowing list, you will ind some use ul phrases or a letter o complaint? some $elong to mild complaints (!), others to strong complaints (,), some suggest warning (<), while others make a point (@). &lace each e#pression under its appropriate heading ) !, ,, <, or @. I a. E,itin3 to co.plain a6out I a. @u,e Bou Eill app,eciate tDe annoBance I looA Fo,Ea,d to Dea,in3 Bou, co..ent@22 to ,eceiHin3 Bou, cDeRue UnFo,tunatelB, Ee2I DaHe not ,eceiHedJ <e Eould 6e 3,ateFul iF Bou couldJ I @Dould liAe to point outJ Unle@@J- Ee Eill 6e Fo,ced toJ It i@ noE ten EeeA@ @ince Ee J I @Dould liAe to point out tDat EeJ <e ,eallB .u@t in@i@t tDatJ Unle@@ Ee Dea, F,o. BouJ IF Bou notJ, Ee EillJI @Dould liAe to d,aE Bou, attention to ?tDe Fact tDatC UnFo,tunatelB, Bou Fo,3otJ- Plea@e, could BouJ I Dope tDat i@ not nece@@a,B to ,e.ind Bou tDatJ I ,e3,et22 UnFo,tunatelB22 I a. aF,aidJ I DaHe Dad notDin3 6ut t,ou6leJ- 22 Jit i@ @till un@e,Hicea6le- 22 I a. not p,epa,ed toJ I a. noE leFt EitD no alte,natiHe 6ut toJJJJ-9ou leaHe .e no option 6ut toJ I a. Fo,ced to2 o6li3ed toJ"- Mild co.plaint - St,on3 co.plaint %- <a,nin3 '- MaAin3 a point

<. ,. 8ind the advice+ 1hange the aggressive tone into more diplomatic sentences $y using indirect sentences+ 4 was told in@tead oF 6ou told meJ A mista%e was made in@tead oF 6ou made a mistakeAvoid words( which have strong negative associations2 positi,e ne)ati,e inco,,ect E,on3 .i@unde,@tandin3 .i@taAe i.pe,Fect FaultB ineFFectiHe u@ele@@ E-3-0 <e ,eceiHed Bou, c,itici@.@- ?ne3atiHeC 22 TDanA Bou Fo, Bou, co..ent@- ?po@itiHeC 9ou, o,de, Eill 6e % EeeA@ late- ?ne3atiHeC 22 <e DaHe 6een o6li3ed to ,e@cDedule Bou, o,de, ?po@itiHeC <. <. *ere are some use ul e#pressions when you want to+ a. "#press anger+ I a.2 Ea@22 @o.eEDat2 He,B2 .o@t2 eKt,e.elB22 di@appointed2 conce,ned2 @u,p,i@edJJ I a.2 Ea@22 di@3u@ted2 Fu,iou@2 out,a3edJJJJ I a.2 Ea@22 Du,t2 up@et2 @ad2 conFu@ed2 @u,p,i@edJJ

('

Communication inside the Firm

$. .e=ect the arguments in the letter o apologies+ I Eould DaHe tDou3Dt tDatJJJ-22 I con@ide, tDat .B ,eRue@tJ- i@ ,ea@ona6lec. &ut the $lame onJ Not onlB did BouJ 6ut BouJ d. 8ake a polite $ut direct re4uest+ I Eould liAe to Dea, F,o. Bou 6B ,etu,n oF po@te. /ake action+ to lodge a complaint// to send copies o the correspondence to the editor// to see that it is pu$lished+ Not onlB a. I Fo,ced toJ6ut al@o IJJJJ <. @. >hich is ormal, which is in ormal language in the ollowing e#amplesI He,B .ucD ,e3,et tDe inconHenience .B action .aB DaHe cau@ed Bou- Plea@e accept .B @ince,e apolo3ie@- 22 IS. @o,,B Fo, tDe 6otDe, BouSHe Dad- I Dope it Da@nSt up@et Bou too .ucDUnde, no ci,cu.@tance@ can Ee eKtend Bou, c,edit- 22 <e a,e @o,,B to inFo,. Bou tDat Ee a,e una6le toJJJJI app,eciate tDe Donou, oF 6ein3 a@Aed to add,e@@ Bou, .e.6e,@ 6ut I ,e3,etJ22 TDanA Bou Fo, tDe inHitation to @peaA- IS. @o,,BJJJ 9ou Eould 6e Eell adHi@ed to contact Bou, local ,ep,e@entatiHe- 22 I @u33e@t Bou to 3et in toucD EitDJ 4& %an)ua)e +ocus @. !. (ndependent work+ revise the tense system in "nglish. @. ,. .ead the ollowing letters o complaint. 2nalyze their style, voca$ulary, sentence structure. >hy are they called strongly worded complaints)ea, M,- ; I Ea@ a@toni@Ded to ,eceiHe Bou, lette, oF ! MaB- I Eould DaHe tDou3Dt tDat a ,eputa6le co.panB @ucD a@ Bou,@ Eould DaHe accepted, not denied, Bou, ,e@pon@i6ilitie@I .u@t ,epeat, tDe p,o6le.@ I eKpe,ienced EitD Bou,J Ee,e due to Bou, ne3li3ence, not .ine- In HieE oF tDe 6u@ine@@ I DaHe lo@t, not to .ention tDe anKietB and [email protected],t, I con@ide, .B ,eRue@t Fo, a ,eFund oF Bou, ,epai, 6ill He,B ,ea@ona6leI Eould liAe to Dea, F,o. Bou 6B ,etu,n oF po@t, 6ut .u@t point out tDat unle@@ Bou @ettle .B clai. in Full Bou leaHe .e no alte,natiHe 6ut to place tDe .atte, in tDe Dand@ oF .B @olicito,@9ou,@ FaitDFullB )ea, M,J A@ Bou DaHe not ,eplied to .B lette, oFJ, I a. noE leFt EitD no alte,natiHe 6ut to @ta,t p,oceedin3@ a3ain@t Bou- I intend to clai. all tDe eKpen@e@ I incu,,ed on Bou, 6eDalF, al@o Fo, tDe lo@@ oF 6u@ine@@ and anB le3al co@t@-

(8

Business Co

unication Topics

I De,e6B inFo,. Bou tDat I a. lod3in3 a Fo,.al co.plaint EitD Bou, co.panBS@ T,ade A@@ociation- I DaHe no dou6t tDat tDe .atte, Eill 6e oF con@ide,a6le inte,e@t to tDe.- Copie@ oF ou, co,,e@pondence Eill 6e @ent to a popula, .oto,in3 .a3aMine- TDe edito,, EDo i@ a pe,@onal F,iend, Eill en@u,e tDat tDe .atte, Eill ,eceiHe .aKi.u. pu6licitB9ou,@J-

9& /ritin)
>rite a letter in which you complain a$out the poor 4uality o the a ter'sales services o the irm that sold you ,3 computers and , H*&s, including the ollowing suggestions+ 6e3in EitD a ,eFe,ence to tDe date oF tDe o,i3inal lette, oF co.plaint and to tDe pu,po@e oF Bou, lette, eKp,e@@ Bou, conce,n oHe, tDe E,ite,S@ t,ou6le@ and Bou, app,eciation tDat De Da@ E,itten Bou conclude co,diallB, eKp,e@@in3 conFidence tDat Bou and tDe E,ite, Eill continue doin3 6u@ine@@

%ETTER OF APO%O$= AND SETT%EMENT '& Readin)

.ead the ollowing letter and ill in the $lanks with the missing words. 6ou will ind the voca$ulary items at the end o each paragraph. )ea, M,- ; <e Ee,e .o@t "J- to ,eceiHe Bou, lette, oF " Septe.6e, !!% and DaHe 3iHen it ca,eFul - J- Plea@e accept ou, %J- Fo, tDe delaB in ,eplBin3- I .u@t eKplain tDat M,- B Ea@ @uddenlB taAen ill and Bou, lette, Ea@ 'J- put on one @ide- I DaHe 6een a@Aed to taAe oHe, EDe,e De leFt oFFApologies( accidentally( consideration( concerned On ,e-con@ide,in3 tDe 8- J Ee do ,ealiMe tDat Bou Ee,e &- J- in a diFFicult po@ition- <e app,eciate tDat Bou Felt it Eould DaHe 6een $J- to eKpect Bou to @ticA to tDe Fine p,int on tDe cont,act- TDe,eFo,e Ee a,e DappB to (J ou, cDeRue Fo, d "!, !!!- <e Eould not liAe Bou to tDinA DoEeHe,, tDat Ee #J- p,oduce un@aFe @eEin3 .acDine@- On cDecAin3 EitD tDe .ain a3ent@ oF To,onto tDeB conFi,. tDat tDe a@@e.6lin3 di@Function@ could not DaHe 6een di@coHe,ed EitDout & .ontD@ u@e and ca,eFul eKa.ination EDicD, I DaHe to ,e.ind Bou, Ea@ not po@@i6le @ince Bou o,de,ed tDe .acDine@ in a @Do,te, pe,iod oF ti.e- 9ou DaHe ou, "!J- tDat tDe .i@Fo,tune@ oF tDe p,oduction p,oce@@ Eill di@appea,- <e Dope tDat in @pite oF tDe@e p,o6le.@, Bou @till Eill con@ide, u@ Bou, .ain deliHe,e,?egligently( unreasonable( assurance( circumstances( enclose( placed

(& 5ocabular-& So e use+ul e2pressions +or1

.e erring0 *u,tDe, toJ2 <itD ,eFe,ence toJG I a. E,itin3 in connection EitDJ2 <itD ,e3a,d toJ Aiving $ad/ good news0 I ,e3,et2 a. @o,,B2 a. DappB2 a. plea@ed2 a. deli3Dted to inFo,.2 adHi@e2tell Bou tDatJSaying what you can/ cannot do0 <e a,e2 a,e not a6le toJAiving reasons0 TDi@ i@ due toJ2 oEin3 toJ2 6ecau@e oFJ2 a@ a ,e@ult oFJ-

3& /ritin)
(denti y a $usiness pro$lem/ circumstance you have to apologize or. >rite the corresponding letter.

(&

Communication inside the Firm

ORDERS
T.e order is a si ple t-pe o+ direct re7uest& !lements of the order form2 )i,ect @tate.ent oF tDe ,eRue@t0 Plea@e @end .e2 @DipJ Ou@tiFication, eKplanation, detail@ ?@ucD a@0 RuantitB, p,ice2 di@count@, @iMe, catalo3ue nu.6e,@, p,oduct de@c,iption, @Dippin3 in@t,uction@ ?date and placeC, a,,an3e.ent Fo, paB.ent ?.etDod, ti.e, depo@it@C, co@t total@ Cou,teou@ clo@e EitD ,eRue@t Fo, @peciFic action 7rder responses2 acAnoEled3in3 o,de,@ X conFi,.ation tDat tDe o,de, Da@ 6een ,eceiHedI tDi@ i@ a po@itiHe ,eplB tDat contain@0 int,oduction ?a @tate.ent oF 3ood neE@C, .iddle @ection [email protected],B oF tDe t,an@action0 deliHe,B date, co@t oF tDe .e,cDandi@e, @Dippin3, taKe@, eKplanation oF tDe p,o6le.@ tDat .i3Dt DaHe a,i@en, c,edit te,.@,CI clo@in3 @ection ?,e@ale inFo,.ation, @ale@ p,o.otion, eKp,e@@ed intention Fo, Futu,e dealin3@C 6ad neE@ a6out o,de,@ entailed 6B @o.e @ituation@ @ucD a@0 unclea, o,de,@, 6acA o,de,@, @u6@titution@, unFilla6le o,de,@, and nonconFo,.in3 o,de,@-

'& Discussion
(s there any di erence $etween an order letter and an order orm1onsider the ollowing $eginnings o an order letter+ I need tDe FolloEin3 ite.@J I Eould app,eciate Bou, @endin3 .e tDe FolloEin3 ite.@J Can Bou @end .e tDe FolloEin3 ite.@J I Eould liAe to DaHe tDe FolloEin3J Plea@e @Dip tDe FolloEin3 ite.@J Speci y the situation in which you will use each o them. Bring arguments in avour o your statement.

(& Readin)
.ead the ollowing order and evaluate it (good/$ad), pointing out your criticisms o its $ad parts. <e a,e inte,e@ted in "! Ea@Din3 .acDine@ Fo, ou, neE Do@tel- Becau@e Ee a,e con@ide,in3 Bou, co.panB a@ tDe @upplie, plea@e @end u@ anB .odel Bou DaHe- TDe p,ice @Dould 6e accepta6le- <e Eould app,eciate ,eceiHin3 Bou, ,eplB 6B Octo6e, 8-

3& /ritin)
<. !. Lots o products are $eing advertised in your local newspaper. 1hoose one and write an order or that product. <. ,. 6ou will deliver a course o lectures a$out JJJ.. and you know that there isnDt too much $i$liographical material on this su$=ect at the li$rary. /here ore, you have to order the ollowing $ooks pu$lished $y JJJJ. :ind their description in their sales literature and then write the order letter. JJ. (you want , hardcover $ooks or the li$rary and !3 paper$acks or your students.) JJ (you want ! hardcover $ook or the li$rary and !3 paper$acks or your students.) JJ(you want , hardcover $ooks or the li$rary and !3 paper$acks or your students.) Because you have ordered rom JJJ. in the past, they will $ill you or the total cost plus shipping charges. 2s your course o lectures will $egin in !K days, you will re4uest rush delivery.

($

Business Co

unication Topics

ECMAI% CORRESPONDENCE
;sual $usiness letters sent and received $y post are less and less common. /hey have widely $een replaced $y e'mail correspondence, which has induced a considera$le modi ication o the $usiness correspondence style. *ere are some characteristics o e'mail correspondence+ E.ail .e@@a3e@ a,e oFten E,itten in o,de, to o6tain o, eKcDan3e inFo,.ation a6out a 6u@ine@@ ,elated topic- TDeB al@o oFten need to 6,in3 a6out a ce,tain action- *o, eKa.ple, a E,ite, .aB Eant to Find out a6out @o.etDin3 RuicAlB F,o. one oF Di@ o, De, collea3ue@ o, tDeB .aB Eant to @end tDe. @o.e inFo,.ation- TDeB a,e u@uallB u@ed in inte,nal co,,e@pondence X 6etEeen 6u@ine@@ people at tDe @a.e co.panB a@ pa,t oF an int,anet @B@te. X 6ut tDeB can al@o @o.eti.e@ 6e u@ed 6etEeen tEo diFFe,ent co.panie@, Fo, eKa.ple 6etEeen a @upplie, and one oF tDei, [email protected],@E.ail .e@@a3e@ oFten need an inFo,.al o, ca@ual tone, 6ecau@e tDeB a,e u@uallB E,itten 6etEeen people EDo DaHe an e@ta6li@Ded ,elation@Dip and2o, 6etEeen collea3ue@ EDo AnoE eacD otDe, EellBu@ine@@ people oFten DaHe to an@Ee, la,3e nu.6e,@ oF e.ail .e@@a3e@ eHe,BdaB, @o tDeB DaHe to 6e E,itten He,B RuicAlB EitDout He,B .ucD ti.e aHaila6le Fo, editin3 tDe teKtStructure o+ E ail essa)es& E.ail .e@@a3e@ u@uallB DaHe a He,B @t,ai3DtFo,Ea,d @t,uctu,eTDe E,ite, Eill oFten p,oHide a conteKt Fo, tDe ,eade, in tDe @u6ject line in tDe Deade, and tDen 6e3in tDei, teKt i..ediatelB a@ iF tDeB a,e continuin3 a conHe,@ation- 7iAe in a 6u@ine@@ lette,, E,ite,@ u@uallB identiFB tDe action o, inFo,.ation tDeB need and tDeB @o.eti.e@ p,oHide eKt,a inFo,.ation Fo, tDe ,eade, oF tDe .e@@a3e- :e,e i@ a po@@i6le @t,uctu,e Fo, an inte,nal e.ail .e@@a3e0 ConteKt in @u6ject line EKt,a inFo,.ation X iF nece@@a,B ReRue@t Fo, inFo,.ation o, action %a-out& E.ail .e@@a3e@ a,e u@uallB .ucD le@@ Fo,.al tDan 6u@ine@@ lette,@- TDe e.ploBee@ Eo,Ain3 EitDin tDe @a.e 6u@ine@@ o,3aniMation Eill oFten u@e Fi,@t na.e@ onlB, e-3- OoDn, at tDe 6e3innin3 oF an e.ail .e@@a3e EitDout addin3 %ear a@ a @alutation- In tDe @a.e EaB, e.ail .e@@a3e@ oFten end in an inFo,.al EaB, e-3- .egards and tDeB al.o@t neHe, u@e 6ours sincerelySo.eti.e@ E,ite,@ p,e-p,o3,a..e tDe clo@e oF tDei, e.ail .e@@a3e@ @o tDat tDeB auto.aticallB include a clo@in3 pD,a@e, liAe .egards, and tDen detail@ oF tDei, na.e and ?inte,nalC add,e@@Tips +or E ail essa)es StBle tip "0 <,ite,@ oFten u@e cont,action@ in e.ail co..unication, e-3- (Dm in@tead oF ( am, o, donDt in@tead oF do notStBle tip 0 <,ite,@ oFten u@e a66,eHiation@ in e.ail co..unication, e-3- asap in@tead oF as soon as possi$leStBle tip %0 ManB co,po,ation@ ,eco..end tDat tDei, @taFF do not u@e capital lette,@ in tDei, e.ail co..unication a@ tDi@ can 6e .i@inte,p,eted a@ i.polite, and a@ iF tDe pe,@on E,itin3 tDe e.ail .e@@a3e i@ @Doutin3?Sou,ce Fo, E-.ail .e@@a3e@0 MulDolland, O- ?"###C- "'mail+ ;ses, issues and pro$lems in an institutional setting In *- Ba,3iela-CDiappini L C- NicAe,@on ?Ed@-C, >riting $usiness+ Aenres, media and discourse @ ?pp- 8$-('C7ondon and NeE 9o,A0 7on3.anNiH, O- ?"##&C- <,itin3 to Eo,A0 :oE e-.ail can ,eFlect tecDnolo3ical and o,3aniMational cDan3e- In S- :e,,in3 ?Ed-C, Co.pute,-.ediated co..unication0 7in3ui@tic, @ocial and c,o@@-cultu,al pe,@pectiHe@ ?pp- '%- &'CA.@te,da. and PDiladelpDia0 OoDn Benja.in@-C ?Sou,ce0Dttp022EEE-al6ion-co.2netiRuette26ooA2!#&%$! 8"%p#"-Dt.lC

&ractice. >rite a corporate email message using the ollowing instructions+ 9ou a,e Ba,t de <it, tecDnical .ana3e, Fo, a ,e@ea,cD and deHelop.ent depa,t.ent at a la,3e .ultinational co,po,ation 6a@ed in )en Bo@cD- 9ou DaHe ,eceiHed a ,eRue@t F,o. an inte,nal client, OoDn S.itD, to ,u@D tD,ou3D tDe analB@i@ oF one Dund,ed cDe.ical @a.ple@ X tDe ABC BatcD - 6eFo,e a He,B

((

Communication inside the Firm

i.po,tant .eetin3 oF @enio, .ana3e.ent in tEo EeeA@ ti.e- UnFo,tunatelB Bou a,e He,B @Do,t @taFFed at tDe .o.ent and Bou .aB not 6e a6le to .eet tDe ,eRue@t- On tDe otDe, Dand, Bou do not Eant to lo@e OoDn S.itD a@ a [email protected], and Bou AnoE tDat De Da@ tDe option oF @endin3 Di@ @a.ple@ to an eKte,nal contactE.ail OoDn S.itD and deal EitD Di@ ,eRue@t- T,B to E,ite Bou, teKt a@ RuicAlB a@ Bou can EitDout too .ucD editin3-

Test -our 0no8led)e in letter 8ritin)

"- P,e@ent o,allB tD,ee tBpe@ oF 6u@ine@@ lette,@ Bou AnoE and unde,line tDei, @peciFic cDa,acte,i@tic@- 9ou a,e a teKtile co.panB tailo,in3 @po,t@Eea, Fo, Fa.ou@ Foot6all tea.@- <,ite inRui,B lette,@ to0 Foot6all clu6@, enRui,in3 EDB paB.ent@ DaHe not 6een done Bet Bou, @upplie,@, announcin3 tDe. tDat Bou didnSt ,eceiHe an i.po,tant RuantitB oF .ate,ial Bou DaHe al,eadB o,de,ed and paid and enRui,in3 a6out tDe ,ea@on@ oF tDe delaB %- Con@ide,in3 tDe @a.e tEo @ituation@ F,o. -, E,ite tEo lette,@ oF co.plaint, one .ild co.plaint and one @t,on3 co.plaint'- <DicD i@ .o,e eFFectiHe X a lette, oF co.plaint o, an inRui,B lette,G 8- <,ite an an@Ee, to one oF tDe tEo lette,@ F,o. &- :o.e a@@i3n.ent0 looA Fo, a 6u@ine@@ lette, on tDe inte,net and E,ite a lette, to a F,iend Bou DaHenSt @poAen to Fo, .anB Bea,@- Co.pa,e tDe tEo lette,@- <Dat do tDe tEo lette,@ DaHe in co..on, EDat diFFe,ence@ DaHe Bou noticedG $- SpeaA a6out tDe laBout oF a 6u@ine@@ lette,(- Na.e tDe cDa,acte,i@tic@ oF BlocA StBle-

(#

LI5& COMMUNICATION INSIDE T*E FIRM1 MEMOS# MINUTES# REPORTS MEMOS

BASIC NOTIONS MEMO 7A9OUT TDe .e.o i@ u@uallB u@ed Fo, tDe ,outine, daB-to-daB eKcDan3e oF inFo,.ation EitDin a co.panBA t-pical e o contains1 )ate0 To0 *,o.0 Su6ject0 ManB o,3aniMation@ DaHe memo forms printed and contain tDe ' piece@ oF inFo,.ation ?a,,an3ed in al.o@t anB o,de,, a@ lon3 a@ tDeB a,e p,[email protected] c.aracteristics o+ a e o are1 TDe @u6ject line .u@t 6e @Do,t 6ut @till inFo,.atiHe TDe .e.o oFten Da@ inte,nal Deadin3@ =ualitie@ oF a 3ood .e.o0 cla,itB, ca,eFul a,,an3e.ent, neatne@@I to Delp ,ecipient@ unde,@tand at a 3lance EDat tDeB DaHe ,eceiHed and F,o. EDo. So.eti.e@ .e.o@ a,e add,e@@ed to 3,oup@ oF people0 All Sale@ Rep, P,oduction G,oup, A@@i@tant 1ice P,e@ident@, etc A .e.o doe@ not ,eRui,e a co.pli.enta,B clo@e o, a @i3natu,e-

'& Discussion
>hat are the advantages o using memos inside the organization>hat are the di erences $etween a memo and a letter, a memo and a report, a memo and the minutes o a meeting-

(& Readin)
,. !. .ead the ollowing memo and identi y its component parts. (t is a memo addressed to the *eads o %epartments $y the 8anaging %irector. *ow will each receiver react to it- 1omment upon the action they will take. To0 NN Sale@ BB Account@ CC AdHe,ti@in3 MM 7e3al TT R L ) PP P,oduction )ate0 " Au3u@t !!& *,o.0 AA ?M)C

Su6ject0 Annual Sale@ Meetin3 X " Septe.6e, Ou, co.panB o,3aniMe@ tDe annual .eetin3 EitD ou, [email protected],@ on " Septe.6e,- TDe p,o3,a. i@ a@ FolloE@0 Ti.e #-" Su6ject neE p,oduct@ p,e@entation Pa,ticipant@ BB, TT, PP

Communication inside the Firm

" -" - %! " - %!- "%-%!

coFFee Hi@it RL) depa,t.ent, neE location luncD "'-%! X "&-%! placin3 o,de,@, di@cu@@in3 te,.@ oF deliHe,B TDe p,oduct p,e@entation@ Eill 6e .ade in tDe ConFe,ence Roo.- <ill pa,ticipant@ plea@e 6,ieF .e in E,itin3 6eFo,e "8 Au3u@tG I Dope Bou Eill 6e a6le to join u@ Fo, tDe cocAtail pa,tB at tDe Inte,continental,. ,. *ere are several types o memos (!'!3) you may $e asked to write or answer to in your uture career. .ead the list and try to ind an appropriate description or each o them. "- pe,@ua@iHe .e.o@I - Fo, di,ect ,eRue@t@I %- Fo, inte,cultu,al co..unicationI '- Fo, ,epo,t@I 8- oF acceptanceI &- oF autDo,iMationI $- containin3 di,ectiHe@I (- inte,-oFFice .e.o@I #- Fo, ju@tiFication ,epo,t@I "!- ,e@pondin3 to ,eRue@t@ a- a E,itten docu.ent tDat autDo,iMe@ Bou to do @o.etDin3 ?e-3- E,ite a ,epo,tC 6- it acAnoEled3e@ tDe a@@i3n.ent to do @o.etDin3 ?E,ite a ,epo,tC c- tDeB tell e.ploBee EDat to do Fo, conHeBin3 6ad neE@0 in a .e.o, 6ad neE@ co.e@ 6eFo,e tDe ,ea@on@ d- @aB EDat Bou Eant to AnoE, EDB Bou Eant to AnoE, EDB it i@ in tDe ,eade,S@ inte,e@t to Delp Bou e- .e.o@ E,itten to and F,o. @u6@idia,ie@, 6,ancDe@, o, joint Hentu,e pa,tne,@, o, E,itten to client@ o, otDe, out@ide,@- 9ou @Dould 6e clea, ?u@e conc,ete, eKplicit Eo,d@, @i.ple and di,ect @entence@, @Do,t pa,a3,apD@, Deadin3@C F- u@ed to pe,@uade top .ana3e.ent to app,oHe a p,opo@ed [email protected] o, p,ojectI tDeB could 6e 6,ieF, inFo,.al .e.o@3- E,itten to @olicit Fund@, FaHo,@, inFo,.ation, o, coope,ation D- pe,iodic ,epo,t@ de@c,i6e EDat Da@ Dappened in a depa,t.ent o, a diHi@ion du,in3 a pa,ticula, pe,iod i- E,itten to p,oHide an an@Ee, to ,eRue@t@ j- E,itten to people EitDin one co.panBI tDeB a,e .o,e di,ect, conci@e, and le@@ Fo,.alI tDe openin3 and clo@in3 pD,a@e@ a,e o.itted
?adapted F,o. BoH\e, TDill "## C

,. <. .ead and discuss the good/ $ad points o the ollowing memo+ )ate0 8 .aB !!% To0 Mana3in3 di,ecto, *,o.0 a@@i@tant .ana3e,, 7oan )iHi@ion Su6ject0 Outco.e oF loan ne3otiation A@ a ,e@ult oF Bou, ,eRue@t X to DaHe tDe @u..a,B oF .B .eetin3 EitD M@- NicDol@on ,e3a,din3 De, loan ,eRue@t, I ,epo,t tDe FolloEin30 M@- NicDol@on, EDo Eant@ to @ta,t up a Fitne@@ cent,e, ca.e todaB to ou, 6anA a@Ain3 Fo, a loan to @uppo,t De, Financial need@ ,elated to tDi@ .atte,Con@ide,in3 tDe ,e-o,3aniMin3 actiHitB ou, 6anA i@ eKpe,iencin3, aFte, tDe .e,3e, EitD tDe Continental BanA, I decided to taAe ca,e pe,@onallB oF M@- NicDol@on, ju@t to .aAe @u,e De, ,eRue@t Eill 6e t,eated app,op,iatelB and tDe c,edit Eould 6e a Hia6le one Fo, ou, 6anAIn @pite oF tDe Fact tDat @De Ea@ told tDat it taAe@ ti.e Fo, a 6anA to app,oHe a loan ?@ince Ee need to cDecA tDe pape,@, to [email protected] tDe Fea@i6ilitB oF tDe 6u@ine@@ plan @De .aB co.e EitD, etc-C @De ca.e p,epa,ed to @i3n tDe pape,@ and taAe tDe .oneB ju@t aFte, ou, .eetin3M@- NicDol@onS@ i.patience @ee.ed to 6e t,iFlin3 co.pa,ed to EDat ca.e neKt- In "8 Bea,@ oF Eo,A I DaHe neHe, Dea,d @o.etDin3 liAe tDat0 MS- NIC:O7SON :A) ABSO7UTE79 NO I)EA :O< MUC: MONE9 S:E NEE)E) *OR SETTING UP :ER BUSINESSW

#"

Business Co

unication Topics

M@- NicDol@on ,eFu@ed to accept .B a,3u.ent tDat i@ inconceiHa6le Fo, a pe,@on EDo Eant@ to ,un a 6u@ine@@ not to AnoE tDe Financial i@@ue@ ,elated to it@ actiHitie@- SDe a,3ued tDat @De con@ide,ed De, p,oFe@@ional @Aill@ to 6e enou3D Fo, tDe @ucce@@ oF De, Fitne@@ clu6 and tDat @De doe@ not DaHe to AnoE tDe Financial data F,o. De, 6u@ine@@ plan 6B Dea,t- Mo,eoHe,, @De Ea@ He,B ,eluctant, @De did not @ee. to accept .B dou6t@ ,e3a,din3 tDe @ucce@@ oF De, 6u@ine@@ and tooA it pe,@onallB, @ta,tin3 to co.plain a6out ou, 6anAS@ policB In conclu@ion, tDou3D I do not intend to conte@t M@- NicDol@onS@ @Aill@ a@ a @po,t@ in@t,ucto,, I con@ide, tDat ou, 6anA could not po@@i6lB accept tDe Di3D ,i@A to .aAe a loan to a pe,@on EDo doe@ not @ee. to DaHe tDe a6ilitB to .ana3e a 6u@ine@@- I tDinA tDat I do not need anB otDe, a,3u.ent to @uppo,t .B deci@ion to ,eFu@e M@- NicDol@onS@ ,eRue@t Fo, a c,edit(s the memo ade4uately written- >ould you have any suggestions or its improvement,. @. .ead the ollowing memo reporting an accident, addressed to an insurance company in order to o$tain money to repair the damaged car. (s the memo ade4uately written- >ould you have any suggestions or its improvement)ate0 " MaB !!% To0 AR)A* In@u,ance Rein@u,ance Co.panB *,o.0 To. S.itD Su6ject0 Ca, accident On % Ap,il !!% I Ea@ d,iHin3 tDe .oto, lo,,B EitD tDe ,e3i@t,ation nu.6e, C; '$%, EitD tDe @e.i t,aile, 9N !# F,o. 9o,A to MancDe@te, on tDe M '8- I Ea@ d,iHin3 acco,din3 to ,e3ulation@ on tDe leFt laneAt Ounction $ on tDe .oto,EaB I Ea@ out,an on tDe leFt @ide 6B a 3,een HeDicle EDo@e ,e3i@t,ation nu.6e, I Ea@ una6le to @ee- AFte, 3ettin3 in F,ont oF .B lo,,B, tDe d,iHe, lo@t cont,ol oF tDe EDeel, c,o@@in3 t,an@He,@elB tDe tD,ee lane@ on tDe ,i3Dt, Dittin3 tDe ,i3Dt pa,apet, 6ein3 tD,oEn 6acA and Dittin3 tDe 6acA oF tDe t,aile,, tDe ,i3Dt co,ne, oF tDe 6u.pe,<e Eaited Fo, tDe police to co.e and tDeB a@Aed Fo, all docu.ent@ and tDe a.ount oF d %!!- TDeB tooA tDe 3,een ca,d and tDeB didnSt Eant to ,etu,n it @aBin3 tDat tDi@ Ea@ tDe p,ocedu,eI put doEn tDe add,e@@ oF tDe police oFFice, EDo tooA .B 3,een ca,dI do not con@ide, .B@elF 3uiltB Fo, tDe accident a@ I Ea@ d,iHin3 acco,din3 to ,e3ulation@- TDe ca, Dad an eKce@@iHe @peed, tDe d,iHe, lo@in3 cont,ol oF tDe EDeel

3& Co pre.ension
.e'write the two memos.

4& 5ocabular.e'read the memo rom ,.<. and ind synonyms or+ via$le, easi$ility, tri ling, reluctant, re use. .e'read the memo rom ,.@. and ind antonyms or outrun, lose control, guilty, e#cessive.

9& %an)ua)e +ocus

CAUSE AND EFFECT A& TDe ,elation@Dip cau@e-eFFect can 6e HieEed in tEo di,ection@0 a& cau@e eFFect0 lead to( result in( bring about( give rise to( account for( be responsible for 1overnment spending resulted in low unemployment rate#

Communication inside the Firm

b& eFFect cau@e0 to result from( arise from( stem from( be attributable to "ow unemployment rate is attributable to higher government spending# B& TDe ,elation@Dip cau@e-eFFect i@ linAed 6B conjunction@0 because( as( since Their products sell on the mar%et because their high &uality# C& TDe cau@e i@ int,oduced 6B an adHe,6 pD,a@e0 because of( due to( owing to( on account of( as a conse&uence of 9e sold all his stoc%s# This is owing to the deceiving information he got from his bro%er# D& TDe cau@e ?in one @entenceC i@ linAed to an eFFect ?in tDe FolloEin3 @entenceC 6B a connecto,0 therefore( so( accordingly( conse&uently( as a conse&uence/result( hence( thus( because of this( that5s 8the reason: why BanA@ oFFe, Di3D inte,e@t ,ate@- A@ a con@eRuence, a lot oF @.all Fi,.@ Eill .aAe depo@it@ in@tead oF [email protected]@OB%I$ATIONS AND REBUIREMENTS TDe pe,@on2 @ituation cau@in3 tDe o6li3ation [ tDe o6li3e, TDe pe,@on ,eceiHin3 tDe inFo,.ation [ tDe o6li3ed Obli)er O6li3e @o.eone to do @o.etDin30 ,eRui,e, Fo,ce, co.pel, .aAe, de.and, o6li3e O6li3e @o.eone not to do @o.etDin30 p,oDi6it, Fo,6id, 6an Not o6li3e @o.eone to do @o.etDin30 not ,eRui,e, not Fo,ce, not co.pel, not .aAe O6li3ed to do @o.etDin30 .u@t, DaHe to, need to, 6e ,eRui,ed to, 6e @uppo@ed to, 6e Fo,ced to O6li3ed not to do @o.etDin30 .u@t not2.u@tnSt, not 6e alloEed to, not 6e pe,.itted to, 6e p,oDi6ited F,o., .aB not, cannot2canSt Not o6li3ed to do @o.etDin30 need not2 neednSt, not DaHe to, not need to
?adapted F,o. B,ie3e,, SEeeneB "##'0 "#"-"# C

Obli)ed

Re,ision +or FUNCTION OB%I$ATION MODA% 5ERB MUST :A1E TO ?DaHe 3ot toC :A1E TO OUG:T TO BE SUPPOSE) TO PRO*IBITION MUSTNST BE NOT TO

odals ELAMP%E U@ed EDen tDe @peaAe, Da@ tDe autDo,itB0 9ou .u@t E,ite tDe ,epo,t till to.o,,oEU@ed EDen @o.eone el@e Da@ tDe autDo,itB0 9ou DaHe to 6e punctual ?tDe policB oF tDe Fi,. ,eRui,e@ itCU@ed Fo, ,epeated, 3ene,al o6li3ation0 I oFten DaHe to do all tDe Eo,A .B@elFU@ed Fo, .o,al o6li3ation2 dutB0 9ou ou3Dt to paB Di. a Hi@it- 9ou ou3Dt not to 6e @o ,ude EitD tDe.U@ed Fo, an o6li3ation ,e@ulted F,o. an a,,an3e.ent o, ,e3ulation0 TDeB a,e @uppo@ed to deliHe, tDe 3ood@ to.o,,oE9ou .u@tnSt @peaA on tDe pDone all daB lon3A @t,on3 p,oDi6ition0 9ou a,e not to .e,3e EitD tDe.-

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Business Co

unication Topics

COMMANDS PERMISSION Das0in) +orME

IMPERATI1E BE TO CAN COU7) MA9 <OU7) CAN2 MA9 ?neHe, COU7)C CAN2 COU7) <I77 ?inFo,.al, Bou donSt DaHe to 6e He,B politeC <OU7) ?.o,e polite2 Fo,.alC S:OU7) S:OU7) :A1E

$i,in) PERMISSION REBUESTS

Clo@e tDe doo,W St,on3 co..and@0 9ou a,e to 3iHe tDe. an an@Ee, i..ediatelBW In inFo,.al @ituation@0 Can I @.oAeG In Fo,.al @ituation@0 Could I taAe Bou, ca,G 1e,B Fo,.al0 MaB I @ee Di. noEG <ould Bou .ind iF Ee leaHe noEG 9e@, Bou can2 .aBCan Bou Delp Di.G <ill Bou clo@e tDe doo,G <ould Bou an@Ee, tDe pDoneG <ould Bou .ind E,itin3 tDe ,epo,tG 9ou @Dould 6e punctualSDould Ee do tDatG An action not co.pleted0 :e @Dould DaHe lea,ned .o,e9ouSd 6ette, tell Di. tDe t,utDI need to 3et tDat jo69ou neednSt 6e @o ,ude:e .aB 6e a 3ood docto,TDeB @Dould 6e in 7ondon 6B noETDeB @Dould DaHe .et tDe Oapane@e 6B noE<e @Dould DaHe .et tDe. EDile in NeE 9o,A ?not noE-C :e .u@t 6e Bou, F,iend It canSt 6e Di.TDeB .u@t DaHe .et Di.SDe couldnSt DaHe ,eacted liAe tDat-

AD5ICE

NECESSIT= %AC> OF NECESSIT= POSSIBI%IT= PROBABI%IT=

DEDUCTION

:A) BETTER NEE) TO )ONST NEE) TO, )ONST :A1E TO, NEE)NST P,e@ent2 Futu,e po@@i6ilitB0 MA9, MIG:T, COU7) _ @Do,t inFinitiHe P,e@ent2I Futu,e p,o6a6ilitB0 S:OU7), OUG:T TO Pa@t p,o6a6ilitB2 not acco.pli@Ded pa@t p,o6a6ilitB0 S:OU7) :A1E, OUG:T TO :A1E _ pa@t pa,ticiple MUST CANST, COU7)NST Pa@t deduction0 MUST2 CANST2 COU7)NST _ DaHe _ pa@t pa,ticiple

:& Spea0in)
%iscuss the need or conciseness and clarity in memo writing. (s there any di erence $etween printed memos and electronic memos-

;& /ritin)
0. !. 1onsider the ollowing situation+ 9ou a,e a @upe,Hi@o, inte,e@ted in Bou, e.ploBee@Sopinion a6out tDe RualitB oF Food at tDe canteen- 9ou 3iHe tDe. a Rue@tionnai,e and a@A tDe. to ,e@pond to tDe Rue@tion@- ? pa,-C 9ou ,eRue@t action0 Bou .aAe @o.e @u33e@tion@ Fo, i.p,oHin3 tDe @e,Hice actiHitB at tDe canteen and a@A Bou, e.ploBee@ to Hote Fo, tDe.- ?" pa,-C

#'

Communication inside the Firm

9ou end tDe .e.o liAe tDat0 Plea@e Feel F,ee to .aAe additional @i3ned o, un@i3ned co..ent@ at tDe 6otto. oF tDi@ .e.o- Retu,n Bou, co.pleted Rue@tionnai,e 6B *,idaB6our task is to write the memo, ollowing the suggestions a$ove. 0. ,. Situation+ 6our irm Starcra t "ngineering changes its policy o working hours and introduces a new le#'time schedule to the .N% team. /he components o the pro=ect are+ Eo,A '! Dou,@ a EeeA Eo,A a .ini.u. oF ' daB@ a EeeA Eo,A no .o,e tDan " Dou,@ a daB tDe e.ploBee@ .aB @cDedule Eo,A ti.e a@ tDeB plea@e tDe e.ploBee@ .u@t decla,e tDei, Eo,A Dou,@ du,in3 tDe p,eHiou@ EeeA tDe @upe,Hi@o, Eill ,eco,d eacD e.ploBee Eo,A @cDedule tDe e.ploBee@ EDo Ei@D to t,B tDi@ neE p,oject .u@t @taB on it Fo, tD,ee .ontD@ 6eFo,e ,etu,nin3 to tDe cu,,ent policB TDe e.ploBee@ .u@t @i3n up Fo, tDi@ plan 6B " Oune !!%, in o,de, to u@e it6ou are 2nna /homson, the &ro=ect 8anager. >rite a memo to all employees in .N% department, presenting them the conditions o the le#'time schedule and reminding them that they have to sign up or the plan $y ! Gune ,33<. 0. <. 8emo writing againO A@@u.e tDat Bou a,e T,an C,oMie,, di,ecto, oF tDe :u.an Re@ou,ce@ )iHi@ion oF IBM at *,anAlin 7aAe@, NeE 9o,A- BotD daB- and @Ein3-@DiFt e.ploBee@ need to 6e ,e.inded oF tDe pa,Ain3 3uideline@- )aB-@DiFt e.ploBee@ .u@t pa,A in 7ot@ A and B in tDei, a@@i3ned @pace@- IF tDeB DaHe not ,e3i@te,ed tDei, ca,@ and ,eceiHed tDei, EDite @ticAe,@, tDe ca,@ Eill 6e ticAeted)aB-@DiFt e.ploBee@ a,e Fo,6idden to pa,A at tDe cu,6- SEin3-@DiFt e.ploBee@ .aB pa,A at tDe cu,6 6eFo,e %0%! p-.- Mo,eoHe,, aFte, %0%! p-.-, @Ein3-@DiFt e.ploBee@ .aB pa,A in anB e.ptB @pace^ eKcept tDo@e .a,Aed Tande., :andicapped, 1an Pool, Ca, Pool, o, Mana3e.ent- )aB-@DiFt e.ploBee@ .aB loan tDei, @pace@ to otDe, e.ploBee@ iF tDeB AnoE tDeB Eill not 6e u@in3 tDe @paceOne @e,iou@ p,o6le. i@ lacA oF ,e3i@t,ation ?a@ eHidenced 6B EDite @ticAe,@C- Re3i@t,ation i@ done 6B E.ploBee Relation@- AnB ca, EitDout a @ticAe, Eill 6e ticAeted- To encou,a3e ,e3i@t,ation, E.ploBee Relation@ Eill 6e in tDe caFete,ia MaB " and "% F,o. ""0%! a-.- to "0%! p-.- and F,o. % p-.- to 8 p-.to taAe application@ and i@@ue EDite pa,Ain3 @ticAe,@>rite a procedure memo that reviews the parking guidelines and encourages your employees to get their cars registered. ;se itemization techni4ues and strive or a tone that osters a sense o cooperation rather than resentment.
?Dttp022EEE-io-co.2btc.26u@i"%!'2planne,@23uFFeB("8-Dt.lC

0. @. Letter'writing in memo ormO 1onsider the ollowing situation+ At luncD one daB Bou Dad a @ti.ulatin3 di@cu@@ion EitD Ba,6a,a <il@on, Bou, co.panB atto,neB, a6out e-.ail p,iHacB- 9ou 6,ou3Dt up tDe topic 6ecau@e Bou Eill 6e attendin3 a conFe,ence @Do,tlB on Inte,net u@e@ and a6u@e@, and Bou Eill 6e @e,Hin3 on a panel di@cu@@in3 e-.ail p,iHacB- A@ Bou ,ecall, M@- <il@on e.pDa@iMed tDe Fact tDat tDe e.ploBe, oEn@ tDe Eo,Aplace- SDe @aid, TIt oEn@ tDe de@A@, .acDine@, @tatione,B, co.pute,@, and eHe,BtDin3 el@e- E.ploBee@ DaHe no le3al ,i3Dt to u@e tDe e.ploBe,V@ p,ope,tB Fo, pe,@onal 6u@ine@@-T ERuallB i.po,tant, DoEeHe,, i@ tDe ,eco3nition oF a ,i3Dt to p,iHacB, eHen in tDe Eo,Aplace- TIF an e.ploBee can de.on@t,ate tDat tDe e.ploBe, Hiolated Di@ o, De, ,ea@ona6le eKpectation oF p,iHacB,T @aid M@- <il@on, TtDen De o, @De can Dold tDe e.ploBe, lia6le Fo, tDat Hiolation-T 9ou al@o ,e.e.6e, a ,atDe, @ta,tlin3 co..ent- M@- <il@on @aid tDat an e.ploBe, .aB li@ten to o, ,ead onlB a@ .ucD oF a

#8

Business Co

unication Topics

co..unication a@ i@ nece@@a,B Fo, tDe e.ploBe, to dete,.ine EDetDe, it i@ pe,@onal o, 6u@ine@@- 9ou Eonde, iF Bou ,e.e.6e,ed tDi@ conHe,@ation accu,atelBBecause one o the topics your panel will discuss is whether employers may monitor e'mail, you decide to write to 8s. >ilson, asking her to con irm what she said.
?Dttp022EEE-io-co.2btc.26u@i"%!'2planne,@23uFFeB( (-Dt.lC

0. 9. 9ou, 6o@@, *,ed >noK, Dad @cDeduled tD,ee appoint.ent@ to inte,HieE applicant@ Fo, an accountin3 po@ition- All oF tDe@e appoint.ent@ Ee,e Fo, *,idaB, Octo6e, $- :oEeHe,, De noE .u@t t,aHel to PDiladelpDia on tDat EeeAend- :e a@A@ Bou to ,e@cDedule all tDe appoint.ent@ Fo, one EeeA late,- :e al@o Eant@ a 6,ieF @u..a,B oF tDe 6acA3,ound oF eacD candidate9ou call eacD pe,@on and a,,an3e tDe@e ti.e@- Paul ScDeFFel, EDo Da@ 6een an accountant Fo, "8 Bea,@ EitD BecDtel Co,po,ation, a3,eed to co.e at "!0%! a-.- Ma,A Cunnin3Da., EDo i@ a CPA and a con@ultant to .anB co.panie@, Eill co.e at ""0%!- Ge,aldine Si.p@on, EDo Da@ a B-A- de3,ee and ei3Dt Bea,@ oF eKpe,ience in paB,oll accountin3, Eill co.e at #0%! a-.- 9ouV,e Eonde,in3 iF M,- >noK Fo,3ot to include )on Sta@t,B, ope,ation@ pe,@onnel oFFice,, in tDe@e inte,HieE@- M,- Sta@t,B u@uallB i@ pa,t oF tDe @election p,oce@@>rite a memo to 8r. Bno# including all the vital in ormation he needs.
?Dttp022EEE-io-co.2btc.26u@i"%!'2planne,@23uFFeB( %-Dt.lC

MINUTES
MINUTES %A=OUT SUBIECT1 DATE1 PRESENT1 Dattendees are listed# )enerall- b- ran0# in alp.abetical order# or in so e co binationE ABSENT1 T*E BOD= OF T*E MINUTES include@ all .ajo, deci@ion@ ,eacDed at tDe .eetin3, all a@@i3n.ent@ oF ta@A@ to .eetin3 pa,ticipant@, all @u6ject@ tDat Ee,e deFe,,ed to a late, .eetin3 it o6jectiHelB @u..a,iMe@ i.po,tant di@cu@@ion@ and tDe na.e@ oF tDo@e EDo cont,i6uted .ajo, point@ additional docu.entation .aB 6e added, iF nece@@a,B ?i-e- ta6le@, cDa,t@, ,epo,t@, etcC%OSE endin3 Fo,.ula0 Su$mitted $y ?@i3natu,e oF tDe pe,@on EDo tooA tDe .inute@, FolloEed 6B tDe tBped na.e and po@ition oF tDe pe,@onCI tDe tBpi@t initial@ @Dould 6e added iF @o.eone el@e tBped tDe .inute@-

'& Discussion
>hat is the di erence $etween the agenda and the minutes o a meeting- >hen, why and how are they used-

(& Readin)
.ead the ollowing article a$out taking minutes. %ecide whether the ollowing statements (!'0) are true (/) or alse (:).

#&

Communication inside the Firm

"- TDe .inute@ Eill ,eFlect tDe EaB in EDicD tDe .eetin3 Ea@ o,3aniMed- TDe .inute@-taAe, @Dould 6e a pa,ticipant in tDe .eetin3%- TDe CDai,pe,@on Eill cla,iFB anB point@ tDat .i3Dt DaHe 6een .ade 6B tDe .inute@-taAe,'- It i@ not nece@@a,B tDat tDe .inute@-taAe, note iF anB oF tDe attendee@ a,,iHe@ late o, leaHe@ ea,lB8- All 6acA3,ound inFo,.ation u@ed at tDe .eetin3 @Dould 6e p,oHided to tDe .inute@-taAe,&- 9ou @DouldnSt di@cu@@ 6u@ine@@ tDat i@ not on tDe a3enda at tDe .eetin3$- TDe .inute@-taAe, neednSt ,eco,d eHe,B action taAen, e@peciallB iF tDeB @ee. t,iHial to Di.2De,Ta0in) inutes

TaAin3 .inute@ i@ a nece@@itB oF .anB o,3aniMational 3atDe,in3@- It i@ a Final accu,ate ,eco,d oF EDat t,an@pi,ed at a .eetin3- It doe@ not DaHe to 6e a diFFicult ta@A- TDe FolloEin3 a,ticle add,e@@e@ @o.e 6a@ic ite.@ to ,e.e.6e, EDen taAin3 .inute@ at a .eetin3TDe .eetin3 need@ to 6e o,3aniMed- IF a .eetin3 i@ not @t,uctu,ed o, iF it i@ di@o,3aniMed, cDance@ a,e tDe .inute@ Eill ,eFlect tDi@- MaAe @u,e tDat tDe CDai,pe,@on Doldin3 tDe .eetin3 unde,@tand@ tDe Funda.ental@ oF EDat .u@t occu,- TDi@ Eill 6e tDe Fi,@t @tep in tDe EDole p,oce@@ ,unnin3 @.ootDlBTDe .inute@-taAe, @Dould not 6e a pa,ticipant in tDe .eetin3- In o,de, to alloE Fo, tDe .inute@taAe, to paB tDe 6e@t attention po@@i6le, De o, @De @Dould not 6e a pa,ticipant in tDe .eetin3 ^ onlB tDe taAe, oF tDe .inute@- TDei, @ole ,e@pon@i6ilitB @Dould 6e tDat oF taAin3 tDe .inute@TDe .inute@-taAe, @Dould @it a@ clo@e a@ po@@i6le to tDe CDai,pe,@on- :aHin3 tDe .inute@-taAe, @it clo@e 6B tDe CDai,pe,@on Eill .aAe it ea@ie, Fo, tDat pe,@on to cla,iFB anB point@ tDat .i3Dt DaHe 6een .adeTDe .inute@-taAe, @Dould DaHe a li@t oF all attendee@ at tDe .eetin3 and a copB oF tDe A3enda- IF tDi@ i@ not po@@i6le, 6eFo,e tDe .eetin3 6e3in@, pa@@ a,ound a piece oF pape, Fo, eHe,Bone to p,int Di@ o, De, na.e on- *o, tDe ,eco,d, it @Dould 6e noted iF anB oF tDe attendee@ a,,iHe@ late o, leaHe@ ea,lBTDe .inute@-taAe, @Dould DaHe at Di@ o, De, di@po@al tDe a3enda Fo, tDe .eetin3 and a copB oF tDe .inute@ Fo, tDe la@t .eetin3- All 6acA3,ound inFo,.ation pe,tainin3 to tDe .eetin3 @Dould al@o 6e p,oHided to tDe .inute@-taAe,- TDeB .aB need to ,eFe, 6acA to tDi@ inFo,.ation du,in3 tDe .eetin3- TDe EDole p,oce@@ can FloE .ucD .o,e @.ootDlB iF tDe .inute@-taAe, Da@ @o.e AnoEled3e oF tDe @u6ject@ to 6e di@cu@@edTDe .inute@ @Dould ,eFlect tDe na.e oF tDe a@@ociation .eetin3, tDe location, date and ti.e oF tDe .eetin3 a@ Eell- An eKa.ple oF tDi@ Eould 6eI PMINUTES O* T:E MEETING O* ABC COMPAN9Q, Oanua,B ", !!!, Tuc@on, A,iMona, tDe :ilton :otel on B,oadEaB AHenue, (0!! a.It i@ 6e@t to @ticA to tDe a3enda a@ .ucD a@ po@@i6le in o,de, to Aeep all inFo,.ation on ,eco,d- )o not alloE anB 6u@ine@@ to 6e di@cu@@ed tDat i@ not on tDe a3enda- TDi@ Eill .aAe Fo, .a@@ conFu@ionIn ca@e tDe .inute@-taAe, 6eco.e di@t,acted and .i@@e@ @o.etDin3 at tDe .eetin3, DaHin3 a tape ,eco,din3 oF tDe .eetin3 can 6e oF 3,eat Halue- It can 6e ,eplaBed Fo, tDe Hital inFo,.ation tDat .i3Dt DaHe 6een oHe,looAedReco,d .otion@ p,ope,lB- A .otion i@ a Fo,.al @u33e@tion .ade 6B an attendee at tDe .eetin3 tDat Da@ 6een @econded 6B anotDe, attendee, and tDen pa@@ed 6B a Hote- TDe .inute@-taAe, .aB need to ,e@tate a .otion aFte, a len3tDB di@cu@@ion- It i@ tDe,eFo,e He,B i.po,tant to ,eco,d tDe@e .otion@ eKactlB a@ tDeB DaHe 6een @tated- An eKa.ple oF DoE to docu.ent a .otion i@ a@ FolloE@0 MoHed, @econded, and ca,,ied tDat all .e.6e,@ oF tDe Boa,d Eill ,eceiHe a tD,ee pe,cent co@t oF liHin3 ,ai@e- Be @u,e to li@t tDe na.e@ oF all attendee@ .aAin3 and @econdin3 anB .otion@TDe .inute@-taAe, @Dould ,eco,d eHe,B action taAen, EDetDe, tDeB @ee. t,iHial o, not- IF tDe,e a,e anB Rue@tion@ ,e3a,din3 i.po,tance, tDe .inute@-taAe, @Dould @peaA to tDe CDai,pe,@on a@ @oon a@ po@@i6le aFte, tDe .eetin3AFte, tDe .eetin3 Da@ Fini@Ded, tDe .inute@ .u@t tDen 6e t,an@c,i6ed into tDe @tBle tDat Ea@ p,eHiou@lB FolloEed- TDi@ @Dould 6e done a@ @oon a@ po@@i6le- TDe,e a,e tD,ee 6a@ic @tBle@ Fo, .inute@- It i@ 6e@t to Aeep tDe .inute@ in tDe @a.e @tBle a@ tDeB Ee,e ,eco,ded in tDe p,eHiou@ .ontD@ .eetin3- TDe FolloEin3 @tBle@ Fo, .inute@ a,e0

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Report X tDi@ i@ a Full ,eco,d oF all di@cu@@ion@ tDat include@ tDe na.e@ oF all @peaAe,@, .oHe,@ and @econde,@ oF anB .otion@, E,itten in a na,,atiHe @tBle Minutes o+ Narration X tDe@e include @o.e oF tDe di@cu@@ion@ tDat tooA place and i.po,tant detail@- TDi@ @tBle oF .inute@ i@ con@ide,ed a le3al docu.ent Minutes o+ Resolution X tDe@e a,e li.ited to tDe ,eco,din3 oF tDe actual Eo,d@ oF all ,e@olution@ tDat Ee,e pa@@ed- MoHe,@ and @econde,@ a,e not ,eco,ded- EacD ,e@olution tDat i@ .ade co..ence@ RESO71E) T:AT- TDi@ @tBle oF .inute@ i@ al@o con@ide,ed a le3al docu.entMinute@-taAin3 i@ a nece@@itB Fo, Fo,.al .eetin3@, Bet it doe@nSt DaHe to 6e diFFicult- U@e tDe tip@ li@ted a6oHe tDe neKt ti.e Bou o, @o.eone el@e need@ to taAe tDe .inute@ at a .eetin3- Good lucAW
?Dttp022iaia-e@@o,t.ent-co.2taAin3.eetin3.U,,3a-Dt.C

3& Co pre.ension
2nswer+ <Dat a,e tDe tD,ee @tBle@ Fo, .inute@G <DicD oF tDe tD,ee @tBle@ do Bou con@ide, tDe .o@t eFFectiHe Fo, tDe co.panB Bou Eo,A Fo,G ?o, an o,3aniMation Bou AnoEC

4& 5ocabular(n each o the ollowing paragraphs (!'M) there are our underlined parts, 2, B, 1, and %. :or each sentence, ind the underlined part, 2, B, 1, or %, that makes the sentence incorrect. /here is always one possi$le answer. /ritin) eetin) inutes

"- It i@ [email protected] tDat ?AC up to $!] oF @.all and .ediu. @iMe co,po,ation@ in tDe United State@ a,e not ?BC in co.pliance to tDei, State o, *ede,al ReRui,e.ent@- TDeB do not docu.ent tDei, co,po,ation .eetin3@ EitD .inute@, ?CC DaHe tDe. ,eco,ded, @i3ned, and in@talled in tDei, co,po,ation ,eco,dV@ 6ooAOne oF tDe .ain ,ea@on@ i@ tDat tDei, .eetin3 .inute@ a,e inco.plete and i.p,ope,lB ,eco,ded ?)C due to tDe lacA oF app,op,iate @B@te.@ and tool@ to accu,atelB ,eco,d .eetin3 .inute@- "asyScript/1omputerScript Ea@ int,oduced ?AC to E,itin3 and tBpin3 Fa@te,, ea@ie,, and .o,e eFFicientlB tDan anB .etDod ?BC Bou DaHe eHe, u@ed- TDi@ ,eHolutiona,B EaB to lea,n @peed E,itin3 and tBpin3 Eill ena6le Bou to taAe .eetin3 .inute@ RuicAlB and accu,atelB- ?CC It doe@nVt taAe lon3 to lea,n, ju@t a FeE Dou,@, and Bou ?)C can 6eco.e eFFectiHe taAin3 .eetin3 .inute@ and .o,e co.Fo,ta6le EitD tDi@ Eo,A a@@i3n.ent%- Real-ti.e captionin3 and @peecD-to-teKt @B@te.@ p,oHide an accu,ate t,an@c,iption oF Eo,d@ ?AC Fo, tDeB a,e @poAen into teKt- TDe@e @B@te.@ ?BC a,e .ainlB u@ed in tDe cou,t,oo.@ and Fo, deaF and Da,d oF Dea,in3 indiHidual@ to p,oHide ,eal ti.e t,an@lation F,o. @peecD to teKt and a E,itten ,eco,d tDat ?CC can 6e ,eHieEed late,- Cu,,entlB, tEo .ajo, option@ ?)C a,e aHaila6le to p,oHide ,eal-ti.e captionin3 and @peecD-to-teKt p,oce@@in3'- TDe @teno-6a@ed @B@te.@ u@e a '-AeB .acDine to encode ?AC pDonetic @poAen Eo,d@ and to ente, tDe. into a co.pute, EDe,e tDeB a,e conHe,ted into ,eada6le teKt and ?BC can 6e di@plaBed on a co.pute, @c,een o, teleHi@ion .onito, ?CC in ,eal ti.e- TDe@e @B@te.@ a,e al@o called CART ?co.pute,aided ,eal-ti.e t,an@c,iptionC 6ecau@e tDeB a,e oFten t,an@po,ted F,o. one location to anotDe, on EDeel@?)C )ue to tDe Di3D co@t oF eRuip.ent and @tenotBpi@t t,ainin3, @teno-6a@ed @B@te.@ a,e .ainlB u@ed in cou,t,oo.@ EDen He,6ati. i@ ,eRui,ed8- *o, co.pute,-aided note taAin3 @B@te.@ ?CANC a @tanda,d AeB6oa,d i@ u@ed to input Eo,d@ in an a66,eHiated Fo,. a@ tDeB a,e 6ein3 @poAen and t,an@c,iption @oFtEa,e t,an@late@ tDe a66,eHiation@ ?AC into ,eada6le Fo,.at- *o, non-He,6ati. application@ ?BC @ucD a@ .eetin3 .inute@, tape and .e@@a3e

#(

Communication inside the Firm

t,an@c,iption, and o,de,2.e@@a3e p,oce@@in3, co.pute,-aided note taAin3 @B@te.@ a,e ?CC .o,e co@tlB eFFectiHe- TDe .etDod oF a66,eHiatin3 Eo,d@ i@ a .ajo, Facto, oF DoE eFFicientlB Bou can p,oce@@ and ente, He,6al inFo,.ation ?)C in an a66,eHiated Fo,.&- EKi@tin3 tBpin3 a66,eHiation @B@te.@ ?In@tant TeKt, P,oductiHitB Plu@, SDo,tCut <indoE@ and A66,eHiateC a@@i3n a uniRue code ?AC to eacD Eo,d- 9ou Eill need to .e.o,iMe ten@ oF tDou@and@ oF a66,eHiation@ to tBpe eFFicientlB- IF Bou donVt ,e.e.6e, tDe code@ Bou ?BC Eill not a6le to ,et,ieHe a co,,e@pondin3 Full Eo,d- In addition, tDe@e @B@te.@ do not p,oHide code@ Fo, all Eo,d@ and tDe u@e, Da@ to c,eate additional a66,eHiation@- In cont,a@t, Co.pute, @c,ipt ?CC a@@i3n@ all Eo,d@ to FiHe 6a@ic cate3o,ie@ and Bou onlB need to lea,n one ,ule pe, @peciFic cate3o,B- A@ a ,e@ult, lea,nin3 cu,He and .e.o,iMation Holu.e a,e d,a@ticallB ,educed and attainin3 p,oFiciencB can 6e acDieHed in ?)C a @Do,t pe,iod oF ti.e?Dttp022EEE-ea@B@c,[email protected]

9& %an)ua)e +ocus

(ndependent work+ revise the SEBUENCE OF TENSES&

:& Spea0in)
&oint out the importance o the minutes o a meeting.

;& /ritin)
&repare the ormal minutes o a meeting you have attended. &resent it to your colleagues. Test and practice >rite the minutes or an imaginary $usiness situation. Supple entar.ead the ollowing minutes. (denti y its components. MINUTES O* T:E CIT9 O* J X COUNCI7 MEETING Oanua,B "", !!8 A ,e3ula, .eetin3 oF tDe CitB Council oF tDe CitB oF J Ea@ Deld Oanua,B "", !!8 at $0!$ p-.- in tDe CitB Council CDa.6e, at CitB :all, Ca.ino Ra.on, MaBo, <il@on p,e@idin3PRESENT0 Council .e.6e,@ J, 1ice MaBo, J and MaBo, <il@onSTA** PRESENT0 CitB Mana3e, J, CitB Atto,neB J, Police CDieF J, Pa,A@ and Co..unitB Se,Hice@ )i,ecto, J, Plannin3 Se,Hice@ )i,ecto, J, and Inte,i. CitB Cle,A J cccc MaBo, <il@on announced tDat tDe Council .et in clo@ed @e@@ion to J cccc ANNOUNCEMENTS MaBo, <il@on a@Aed iF tDe,e Ee,e anB cDan3e@ o, addition@ to tDe a3enda- TDe Inte,i. CitB Cle,A noted tDat tDe,e Ee,e noneMaBo, <il@on a@Aed iF tDe,e Ee,e anB cDan3e@ o, addition@ to tDe Boa,d@, Co..ittee and Co..i@@ion .eetin3@ @cDedule- TDe Inte,i. CitB Cle,A noted tDat tDe,e Ee,e nonecccc PRESENTATIONS aterial

##

Business Co

unication Topics

MaBo, <il@on ,eco3niMed San Ra.on Police OFFice,@ J and J a@ Police OFFice,@ oF tDe 9ea, Fo, !!'EacD oFFice, ,eceiHed a plaRue and Ea@ p,e@ented EitD a 6ouRuet oF FloEe,@ Fo, tDei, @i3niFicant otDe,@ 6B tDe MaBo,)etectiHe J, S3t- J, OFFice, J, and OFFice, J Ee,e tDanAed Fo, tDei, @e,Hice to tDe San Ra.on Police )epa,t.ent 6B MaBo, <il@on- TDo@e in attendance Ee,e p,e@ented EitD a plaRue, a ce,tiFicate, and FloEe,@ Fo, tDei, @i3niFicant otDe,@ 6B tDe MaBo,MaBo, <il@on tDanAed tDe oFFice,@ Fo, tDei, @e,Hice, Fo, continuallB de.on@t,atin3 eKcellence in tDe eKecution oF tDei, dutie@ and Fo, tDei, @i3niFicant and Halua6le cont,i6ution@ to tDe CitBcccc CIT9 COUNCI7 APPOINTMENTS TDe Inte,i. CitB Cle,A noted tDat tDe,e a,e nonecccc PUB7IC COMMENT TDe Inte,i. CitB Cle,A ,epo,ted tDat tEo people DaHe ,eRue@ted to @peaA unde, Pu6lic Co..ent and tDat one FaK Ea@ ,eceiHed ,elatin3 to Ite. (- TDeo N- @poAe on 6eDalF oF So,opto.i@t Inte,national oF San Ra.on- SDe inHited inte,e@ted indiHidual@ to attend tDei, .ontDlB .eetin3 on tDe tDi,d <edne@daB oF eacD .ontD at " 0"8 p-.- at tDe C,oE CanBon Count,B Clu6 in )anHille- SDe al@o de@c,i6ed tDei, Einte, Fund ,ai@e, EDicD i@ a pe,Fo,.ance oF tDe T<i33ed OutT @DoE in )anHille on *e6,ua,B & include@ a ,aFFle EitD 3,eat p,iMe@- Inte,e@ted pe,@on@ .aB contact De, Fo, additional inFo,.ationMiAe C- tDanAed tDe MaBo, Fo, attendin3 tDe )ece.6e, #, !!' Sentinel@ oF *,eedo. .eetin3 at San Ra.on 1alleB :i3D ScDool- TDi@ eHent ,eco3niMe@ and Dono,@ ,etu,nin3 local .ilita,B @e,Hice.en- SiK San Ra.on @e,Hice.en Ee,e a.on3 tDe Fou,teen Dono,ed- M,- C- ,eco3niMed tDe MaBo,S@ eFFo,t@ and @aid tDat De app,eciated tDe MaBo,S@ @uppo,t oF tDe p,o3,a.MaBo, <il@on tDanAed M,- C- Fo, Di@ @e,Hice on tDi@ p,ojectcccc APPRO1A7 O* MINUTES 1ice MaBo, 7iHin3@toneS@ .otion to app,oHe tDe .inute@ oF tDe )ece.6e, !, !!' .eetin3 Ea@ @econded 6B C.- :ud@on and pa@@ed 8-!cccc CONSENT CA7EN)AR TDe MaBo, ,eRue@ted tDat Ite. (-", tDe Sto,.Eate, Mana3e.ent and )i@cDa,3e Cont,ol O,dinance, 6e ,e.oHed F,o. tDe a3enda- :e ,eRue@ted Fu,tDe, eHaluation F,o. @taFFC.- :ud@on ,eRue@ted .o,e detail on tDe deFinition oF tDe t,an@it Hilla3e and iF tDe,e a,e anB @tipulation@ on tDe loE and .ode,ate inco.e Dou@in3 p,[email protected] RoEleB a@Aed to ,e.oHe Ite. (- , conce,nin3 tDe ca,pet cleanin3 a3,ee.ent, F,o. tDe a3endaCo..unication Ea@ ,eceiHed on tDi@ ite.- TDe ite. Ea@ ,eFe,,ed to @taFFA .otion 6B C.- Pe,Ain@ to ,e.oHe ite.@ (-" and (- F,o. tDe Con@ent Calenda, Ea@ @econded 6B C.:ud@on and pa@@ed 8-!C.- :ud@onS@ .otion to app,oHe tDe FolloEin3 Con@ent Calenda, Ea@ @econded 6B 1ice MaBo, 7iHin3@tone and pa@@ed 8-!cccc UN*INIS:E) BUSINESS Pu6lic :ea,in3 Y - Gene,al Plan A.end.ent Fo, tDe NS@ Re@tau,ant P,ope,tB TDe Plannin3 Se,Hice@ )i,ecto, ,epo,ted tDat tDi@ i@ tDe @econd pu6lic Dea,in3 in a @e,ie@ oF tD,ee ,eRui,ed unde, Mea@u,e G- TDe Gene,al Plan A.end.ent i@ 6ein3 @u6.itted to co,,ect a .appin3 e,,o, and tDe app,op,iate de@i3nation Fo, tDi@ p,ope,tB- :e noted tDat tDe Plannin3 Co..i@@ion Da@ conducted tDe ,eRui,ed Dea,in3@ and tDeB unani.ou@lB ,eco..ended Fo,Ea,din3 tDe ite. to tDe CitB Council Fo, it@ app,oHal- :e ,eRue@ted tDat tDe Council open tDe pu6lic Dea,in3, accept pu6lic [email protected], and continue tDe pu6lic Dea,in3 to tDe neKt Council .eetin3 Fo, con@ide,ation oF tDe ,e@olution and o,dinance Fo, app,oHal and adoptionC.- :ud@on cla,iFied tDat tDe ite. Eould 6e di@cu@@ed at tDe Oanua,B 8 tD Council .eetin3 and not at tDe Oanua,B nd Eo,A@Dop-

"!!

Communication inside the Firm

No pu6lic co..ent@ Ee,e ,eceiHedC.- :ud@onS@ .otion to continue tDe pu6lic Dea,in3 to tDe neKt Council .eetin3 Fo, action Ea@ @econded 6B 1ice MaBo, 7iHin3@tone and pa@@ed 8-!cccc NE< BUSINESS G,ant *undin3 A3,ee.ent Fo, CDild Ca,e *acilitB at Bollin3e, CanBon ScDool TDe Pa,A@ and Co..unitB Se,Hice@ )i,ecto, @aid it Ea@ tDe ,eco..endation oF @taFF tDat tDe Council adopt Re@olution !!8-!"- :e ,e.a,Aed tDat tDe CitB Funded tDe o,i3inal 6uildin3 in "#(# EitD tDe adoption oF tDe CDild Ca,e O,dinance- TDe San Ra.on 1alleB UniFied ScDool )i@t,ict Da@ app,oHed a neE .a@te, plan Fo, tDe enti,e Bollin3e, CanBon @ite EitD tDe eKception oF tDe Ainde,3a,ten and tDe neE .ulti-pu,po@e ,oo. and tDi@ plan ,eRui,e@ tDe ,elocation and ,et,oFittin3 oF tDe cDild ca,e FacilitB- :e noted tDat >id@S Count,B i@ in a po@ition to ,e6uild and tDeB need to ,eplace tDe @t,uctu,e EitD a 6uildin3 tDat conFo,.@ to cu,,ent @[email protected] ,eRui,e.ent@ and State 6uildin3 code@TDe )i,ecto, noted tDat tDe *inance Co..ittee .et on )ece.6e, (, !!' to ,eHieE tDe p,opo@al and ,eco..ended Fo,Ea,din3 tDe ite. to tDe Council Fo, it@ app,oHalTDe Pa,A@ and Co..unitB Se,Hice@ )i,ecto, int,oduced M,- 7eona,d :-, EKecutiHe )i,ecto, Fo, >id@S Count,BM,- :- tDanAed tDe Council Fo, tDe oppo,tunitB to @peaA to tDe. a6out tDe p,oject- :e int,oduced Di@ @taFF, ,eHieEed tDe Di@to,B oF >id@S Count,B ope,ation at Bollin3e, CanBon ScDool, and ,ecapped tDei, eKpe,ience@ EitD tDe otDe, @ite@ tDat tDeB ope,ate in San Ra.onTDe,e Ee,e no Rue@tion@ F,o. tDe Council- TDe,e Ea@ no pu6lic co..entC.- RoEleB o6@e,Hed tDat tDi@ i@ anotDe, eKa.ple oF a Eonde,Ful pa,tne,@Dip 6etEeen >id@S Count,B, tDe San Ra.on 1alleB UniFied ScDool )i@t,ict, and tDe CitB EDicD 6eneFit@ eHe,BoneC.- :ud@onS@ .otion to app,oHe tDe ,e@olution Ea@ @econded 6B C.- RoEleB and pa@@ed 8-!cccc CIT9 MANAGER COMMENTS TDe CitB Mana3e, Dad no ,epo,tcccc COUNCI7 MEMBER REPORTS C.- :ud@on ,epo,ted tDat tDe la@t S<AT .eetin3 included a Gene,al Plan A.end.ent ?GPAC F,o. )anHille- TDe GPA included 88 Do.e@ and @o.e co..e,cial 6uildin3@ at tDe Fo,.e, NaHletS@ @ite- TDe p,ocedu,e to do tDe GPA Ea@ 6,ou3Dt unde, ,eHieE 6B Supe,Hi@o, UC.- RoEleB co.pli.ented tDe MaBo, on tDe State oF tDe CitB add,e@@ EDicD De p,e@ented at tDe Oanua,B "", !!8 CDa.6e, oF Co..e,ce luncDeon- SDe al@o inHited tDe pu6lic to attend tDe )u6lin San Ra.on <o.enS@ Clu6S@ *i,@t Annual A,t Auction and <ine EHent on Oanua,B %!, !!8 F,o. "0!! to 80!! p-.at tDe San Ra.on GolF Clu6- TicAet@ a,e d%8 pe, pe,@onC.- Pe,Ain@ tDanAed Fo,.e, 1ice MaBo, :ud@on Fo, Di@ @e,Hice la@t Bea,, Fo, t,ainin3 Di. in tDe EaB@ oF Council p,ocedu,e@, and Fo, no.inatin3 Di. to tDe :aMa,dou@ <a@te Co..i@@ion- :e added tDat De i@ looAin3 Fo,Ea,d to Eo,Ain3 EitD 1ice MaBo, 7iHin3@tone- :e noted tDat De Eill not 6e p,e@ent Fo, tDe Oanua,B 8, !!8 CitB Council .eetin3- :e inHited citiMen@ to 6,in3 anB DaMa,dou@ .ate,ial conce,n@ to Di@ attentionMaBo, <il@on a@Aed Fo, a .o.ent oF @ilence Fo, tDe [email protected] Hicti.@TDe,e 6ein3 no Fu,tDe, 6u@ine@@ to co.e 6eFo,e tDe CitB, tDe .eetin3 Ea@ adjou,ned at (0" p-.Si3ned0 :- A6,a. <il@on, MaBo, Pat,icia EdEa,d@, Inte,i. CitB Cle,A App,oHed0 Oanua,B 8, !!8
?Dttp022EEE-ci-@an-,[email protected]@2B, !!82cc.in@!"-""-!8-Dt.lC

"!"

REPORTS
BASIC NOTIONS A business report i@ an o,de,lB and o6jectiHe co..unication oF Factual inFo,.ation tDat @e,He@ a 6u@ine@@ pu,po@ePrere7uisites o+ a )ood report1 Ca,eFullB p,epa,ed Un6ia@ed app,oacD Ba@ed on ,eal eHent@, o6jectiHe ,eco,d@ and accu,ate data U@eFul Fo, tDe o,3aniMation .ead a$out the types o reports and their characteristics. >hat kind o reports have you already writtenT-pes o+ reports A- S:ORT ?tDe .o@t co..on in 6u@ine@@C - lette, ,epo,t@ ?pe,@onal @tBleC - .e.o,andu. ,epo,t@ ?inFo,.al @tBleC B- 7ONG - @taFF ,epo,t C.aracteristics - little need Fo, int,oducto,B .ate,ial - u@uallB 6e3in di,ectlB X EitD conclu@ion@ and ,eco..endation@ - E,itten in tDe di,ect o,de, ?it 3iHe@ tDe .ain .e@@a3e Fi,@t, tDen int,oducto,B .ate,ial i@ p,e@ented, Findin3@ and analB@e@, conclu@ion@ and ,eco..endation@C - pe,@onal E,itin3 i@ co..on - it con@i@t@ oF a title pa3e and tDe ,epo,t teKt - Di3DlB ela6o,ate - it contain@ a.ple inFo,.ation - anB tBpe oF lon3 ,epo,t@ can al@o DaHe a @Do,t Fo,. - it FolloE@ a FiKed plan i,,e@pectiHe EitD tDe p,o6le. di@cu@@ed - e@peciallB u@eFul Fo, 6u@ine@@ p,o6le.@ - pa,t@0 identiFBin3 inFo,.ation, @u..a,B, p,o6le.2o6jectiHe, Fact@, di@cu@@ion, conclu@ion@, ,eco..endation - it p,e@ent@ a ,eHieE oF p,o3,e@@ .ade on an actiHitB - Fo,.al2 inFo,.al - in @Do,t Fo,., it i@ a @tanda,diMed @tate.ent He,iFBin3 an accountantS@ in@pection oF a Fi,.S@ Financial ,eco,d@ - in lon3 Fo,. tDe@e ,epo,t@ Ha,B @o .ucD tDat tDeB @aB no tBpical Fo,. eKi@t@ - tBpicallB o,3aniMed in a FiKed o,de, int,oduction, .etDodolo3B, Fact@, di@cu@@ion, conclu@ion, ,eco..endation )eFinition0 a p,e@entation Fo, con@ide,ation oF @o.etDin3 -tBpe@0 inHited p,opo@al@, e-3- a 3oHe,n.ent a3encB .i3Dt DaHe Fund@ to aEa,d Fo, ,e@ea,cD p,oject@ p,o@pectin3 p,opo@al@, e-3- ,[email protected] ,ational @ale@ lette,@I a uniHe,@itB depa,t.ent E,ite@ p,opo@al@ to pDilantD,opic Foundation@

- p,o3,e@@ ,epo,t - audit ,epo,t

- tDe tecDnical ,epo,t - tDe p,opo@al ?Ha,B in len3tDC

6ou can write a good report i you are well in ormed. .ead a$out the report sources? add some more, i possi$le&

Communication inside the Firm

Report sources pri ar- sources *act@ =ue@tionnai,e@ ?opinion@C 7i6,a,B ,e@ou,ce@0 - 6a@ic ,eFe,ence@ ?dictiona,ie@, encBclopedia@, al.anac@, 6io3,apDical ,eFe,ence 6ooA@, etc-C - 6ooA@ and a,ticle@ - a6@t,act@ - 3oHe,n.ent docu.ent@ Co.pute,iMed data6anA@ Note ca,d@

secondar- sources

'& Discussion
%iscuss the advantages and disadvantages o ormality or the documents used inside the company (memos, minutes, reports) >hy is direct order pre erred in the shorter reports-

(& Readin)
%o you remem$er the article a$out /en /echnical 1ommunication 8yths $y Aeo *art- .ead now a$out myth num$er ive which mainly deals with the pro$lem o Ehow much in ormation the audience can manage at a single timeD. 1hoose the $est sentence rom the list $elow (2'A) to ill each gap (!'9). /here is one sentence that you do not need. /here is an e#ample at the $eginning (3'B). A Ou, Halue a@ co..unicato,@ lie@ in ou, a6ilitB to Fi3u,e out where tDe 6a,,ie,@ to u@a6ilitB lie and c,eate docu.entation tDat 3uide@ u@e,@ a@ painle@@lB a@ po@@i6le a,ound tDe p,o6le.@B TDi@ Failu,e to con@ult tDe @ou,ce Da@ led to one oF tDe .o,e pe,niciou@ .i@unde,@tandin3@ in tDe Field oF tecDnical co..unicationC GiHen tDe i.po,tance oF EDat Mille, di@cu@@e@, Ee @Dould 6e3in tDinAin3 a6out DoE to te@t tDe applica6ilitB oF tDi@ 6odB oF ,e@ea,cD in ou, oEn uniRue conteKt @o Ee can 6e3in applBin3 tDe neE Findin3@ to ou, Eo,AD All el@e 6ein3 eRual, ,eade,@ Eill alEaB@ Find it ea@ie, to deal EitD FeEe, ite.@ at a ti.e tDan .anB ite.@E In eFFect, tDi@ ,ep,e@ent@ tDe nu.6e, oF co3nitiHe tool@ tBpical ,eade,@ can Dold in tDei, .indV@ Dand ?@o to @peaAC and u@e to attacA a p,o6le.F Mo,e inte,e@tin3lB, ,eHi@itin3 an a,ticle oFten lead@ to in@pi,ation and tDe di@coHe,B oF neE EaB@ to 6uild on tDo@e old tDou3Dt@$ TDat .aB .ean EeVll DaHe to ,econ@ide, an inte,Face de@i3n 6ecau@e EeV,e a@Ain3 u@e,@ to deal EitD too .anB input@ at onceT.e Opti u Nu ber o+ Steps in a Procedure is ; Plus or Minus (

Geo,3e Mille, @tudied, a.on3 otDe, tDin3@, Du.an @Do,t-te,. .e.o,B, 6ut De i@ Fa.ou@ Fo, di@coHe,in3 TtDe .a3ical nu.6e, @eHen-T UnFo,tunatelB, Di@ pu6lication ?"#8&C i@ al@o p,o6a6lB Di@ lea@t-,ead- 2! B2 In eFFect, @eHe,al 3ene,ation@ oF E,ite,@ DaHe .ade tDe a@@u.ption tDat ?Fo, eKa.pleC li@t@ and p,ocedu,e@ @Dould contain no .o,e tDan FiHe to nine @tep@, 6a@ed @olelB @o Fa, a@ I can tell on tDe title oF Mille,V@ a,ticle and tDe .BtD@ tDat DaHe 3,oEn up a,ound it- A@ it Dappen@, tDe a,ticle actuallB di@cu@@e@ tDe Du.an a6ilitB to ,elia6lB di@tin3ui@D cate3o,ie@ ?Fo, eKa.ple, di@tinct @Dade@ oF 3,aB, @ound leHel@C and tDe ,elated i@@ue oF TcDannel capacitB,T EDicD ,ep,e@ent@ [email protected]@ticallBC DoE .ucD inFo,.ation Bou, audience can .ana3e at a @in3le ti.e- 2"UU2

"!%

Business Co

unication Topics

I EonVt t,B to @u..a,iMe "& pa3e@ oF ,icD, .ode,atelB den@e p,o@e 6B Mille, in anB deptD, 6otD 6ecau@e I Eant to encou,a3e Bou to ,ead tDe o,i3inal a,ticle Bou,@elF and 6ecau@e an update on tDi@ @u6ject .e,it@ it@ oEn a,ticle- 2 UU2 <Dile Ee Eait Fo, tDo@e ,e@ult@ to t,icAle in, tEo tDin3@ Ee al,eadB AnoE 3iHe u@ .ucD to ponde,<e @Dould alEaB@ 3o to tDe @ou,ce ,atDe, tDan 6lindlB acceptin3 @o.eone el@eV@ ,epo,t oF EDat tDat @ou,ce @aid- TDi@ taAe@ lon3e, and u@uallB ,eRui,e@ con@ide,a6lB .o,e tDou3Dt on ou, pa,t, 6ut it 3,eatlB ,educe@ tDe nu.6e, oF .BtD@ and .i@conception@ tDat EeVll pe,pet,ate and pe,petuate- 2%UU2 Mille,V@ @tudB does DaHe int,i3uin3 i.plication@ Fo, tecDnical co..unication, eHen iF tDeBV,e not tDe one@ EeVHe a@@u.ed Fo, al.o@t 8! Bea,@- *o, eKa.ple, ou, audience@ DaHe He,B ,eal li.it@ on DoE .ucD inFo,.ation tDeB can p,oce@@ @i.ultaneou@lB, and ,eco3niMin3 tDe eKi@tence oF tDe@e li.it@ .ean@ tDat Ee need to 6ette, unde,@tand DoE Ee can Delp ,eade,@ to p,oce@@ inFo,.ation- 2'UU2 A@ a @ta,tin3 point Fo, applBin3 Mille,V@ Findin3@, Ee need to lea,n to E,ite in @ucD a EaB a@ to let ,eade,@ di3e@t one cDunA oF inFo,.ation 6eFo,e Ee Fo,ce tDe. to 6e3in dealin3 EitD tDe neKt one- 28UU2
?adapted F,o.0 Dttp022EEE-tecDE,-l-co.2tecDEDi,l2.a3aMine23ettin3@ta,[email protected]"C

3& Co pre.ension
>hat does 8illerDs article actually discusses and what trend did it initiated%e$ate upon the need to consult the source when doing research.

4& 5ocabular.ead a$out another myth o technical communication ) 6ou can 8ake a Bad (nter ace "asy to ;se /hrough Superior %ocumentation. :or each $lank (!'!9) think o the word that $est its in the conte#t. ;se only one word in each space. "UU deFinition, ,eallB 3ood docu.entation .aAe@ eHen tDe Eo,@t inte,Face easier to u@e^6ut it Eill neHe, UU a t,ulB 6ad p,oduct easy to u@e- I @tated ea,lie, tDat one tDin3 tDat .aAe@ u@ @o Halua6le %UU ou, e.ploBe,@ i@ ou, a6ilitB to tDinA liAe tDe p,oductV@ u@e,@, and iF @o.etDin3 i@ diFFicult to u@e, Ee notice it Fi,@t 6ecau@e Ee DaHe a deHil oF 'UU ti.e t,Bin3 to docu.ent 8UU to u@e it- Ou, Halue a@ co..unicato,@ &UU in ou, a6ilitB to Fi3u,e out where tDe 6a,,ie,@ to u@a6ilitB lie and c,eate docu.entation $UU 3uide@ u@e,@ a@ painle@@lB a@ po@@i6le (UU tDe p,o6le.@UnFo,tunatelB, tDatV@ all tDat .o@t oF u@ DaHe 6een a6le to do tDu@ Fa,, and itV@ ti.e Ee 6e3an .aAin3 conce,ted eFFo,t@ to 3o one @tep #UU- IF Ee can unde,@tand tDe 6a,,ie,@ Eell "!UU to @olHe tDe p,o6le.@ in ou, docu.entation, ""UU Ee unde,@tand tDe 6a,,ie,@ Eell enou3D to p,opo@e cDan3e@ in tDe inte,Face it@elF- And Ee @DouldI inc,ea@in3lB, tDatV@ tDe ,ole Ee .u@t taAe " UU Fo, ou,@elHe@- IV. not tDe Fi,@t to ,eco3niMe tDi@, "%UU a. I tDe Fi,@t to p,opo@e tDat Ee do @o.etDin3 a6out "'UU- But co,po,ate cultu,e i@ oFten @ucD tDat .aAin3 ou, Hoice@ "8UU i@ diFFicult, and tDe,e a,e .anB 6a,,ie,@ ,ai@ed in ou, patD@?adapted F,o.0 Dttp022EEE-tecDE,-l-co.2tecDEDi,l2.a3aMine23ettin3@ta,[email protected]"C

9& %an)ua)e +ocus

EBUATIN$ AND INC%UDIN$ IDEAS To 3iHe .o,e inFo,.ation a6out an ite. Bou can u@e tEo tBpe@ oF teKt connecto,@0 B- desi)nation0 tDe @econd idea i@ identiFied a@ tDe eRuiHalent oF tDe Fi,@te-3- in otDe, Eo,d@, tDat .ean@, na.elB, tDat i@ to @aB B- re+or ulation0 tDe Fi,@t idea i@ ,eEo,ded O, ?,atDe,C, ?.o,eC @i.plB2 to put it @i.plB, tecDnicallB ?@peaAin3C, in .o,e tecDnical te,.@ Ou, .ajo, inHe@to,, namely M,TanaAa, Eill Hi@it ou, co.panB to.o,,oETDe Halue added taK, si pl- 1AT Eill ,i@e a3ain-

E7ui,alence

"!'

Communication inside the Firm

Inclusion

TDe Fi,@t ite. include@ tDe @econd0 E2e pli+ication0 Fo, eKa.ple, Fo, in@tance, @aB, @ucD a@, a@ FolloE@ *i).li).tin)0 in pa,ticula,, e@peciallB, nota6lB, cDieFlB

TDe econo.ical @cience@, such as .ana3e.ent, .a,Aetin3, and accountin3 6eca.e a @o,t oF Fa@Dion noEadaB@TDe econo.ical @cience@, especiall.ana3e.ent, need a lot oF p,actice?B,ie3e,, SEeeneB "##'0 "$&C

:& Spea0in)
%iscuss the di erences $etween letter reports and memo reports. :ind three ma=or di erences in writing short and long reports.

;& /ritin)
6ou are the manager o a large high'tech retail store and you are concerned a$out customers complaints o late deliveries o computers purchased. 6ou want to know the cause o the delays. 1onse4uently, in a memo, you ask your assistant to write a short report a$out this pro$lem. >rite the memo. 6ou are the managerDs assistant in the case a$ove. >rite the short report.

"!8

L5& BUSINESS REPORTS

BASIC E%EMENTS +or at Essentials in report 8ritin) st-le or)aniHation lette,, .e.o, .anu@c,ipt Fo,.al2inFo,.al, i.pe,@onal2pe,@onal 3,oupin3 oF idea@

'& Discussion
>hich are the actors that a ect the report ormat, style and organization>hat types o reports do you know1onsider the ollowing and ill in the ta$le $elow with the corresponding types o reports+ O,i3in0 who initiated tDe ,epo,tG ?Bou,@elF [ Holunta,B ,epo,tI anotDe, pe,@on [ autDo,iMed ,epo,t@C Su6ject0 'hat @u6ject doe@ tDe ,epo,t coHe,G ?econo.ic, accountin3, JC Ti.in30 'hen i@ tDe ,epo,t p,epa,edG ?,outine2 @pecial ,epo,t@C )i@t,i6ution0 'here i@ tDe ,epo,t 6ein3 @entG ?inte,nal2 eKte,nal ,epo,t@C Pu,po@e0 'hy i@ tDe ,epo,t 6ein3 p,epa,edG ?inFo,.ational ,epo,t@ X Focu@ed on Fact@I analBtical ,epo,t@ X tDat include analB@i@, inte,p,etation, conclu@ion@, ,eco..endation@C P,o6a6le ,eception0 9ow ,eceptiHe i@ tDe ,eade,G 1olunta,B2autDo,iMed TecDnical, 6u@ine@@, etcRoutine2 @pecial Inte,nal2eKte,nal JJJJJJ JJJJJJJJJJJJJJJ-

T-pes o+ reports

.ead the ollowing de inition o a $usiness report and comment upon it+ any actual, o$=ective document that serves a $usiness purpose. (BovPe, /hill, !KK,+ <@<) 1an other elements/ characteristics $e added in order to make the de inition more clear*ow long should a $usiness report $e-

(& Readin)
,. !. *ere are some tips or writing a report+ con@ide, tDe audience 6eFo,e 6e3innin3 and EDile E,itin3 tDe ,epo,t de@c,i6e Fact@ o, eHent@ in conc,ete te,.@ 6e clea, and conci@e ,epo,t all tDe ,eleHant Fact@ put tDe Fact@ in pe,@pectiHe 3iHe plentB oF eHidence Fo, Bou, conclu@ion@ p,e@ent onlB Halid eHidence and @uppo,ta6le conclu@ion@ Aeep Bou, pe,@onal 6ia@e@ in cDecA 1hoose one o them and discuss the advantages o using it and the disadvantages o ignoring it. >ork in groups.

Business $eports

(& (& $eneral Purposes o+ t.e Reports 8atch the characteristics o the reports (!'K) with the appropriate type o report (a'i)+ "- to .onito, and cont,ol ope,ation@ X ?Delp .ana3e,@ Find out EDatS@ Dappenin3C - to Delp i.ple.ent policie@ and p,ocedu,e@ X Delp .ana3e,@ co..unicate tDe co.panBS@ @tanda,d@ %, to co.plB EitD le3al o, ,e3ulato,B ,eRui,e.ent@ X eKplain EDat a co.panB i@ doin3 to conFo,. to 3oHe,n.ent ,e3ulation@I tDeB a,e ,eRui,ed 6B laE '- to o6tain neE 6u@ine@@ o, Fundin3 X @ale@ p,opo@al@0 8- to docu.ent Eo,A pe,Fo,.ed Fo, a client- it @Dould p,oHide all tDe inFo,.ation tDe client need@I &- to 3uide deci@ion@ on pa,ticula, i@@ue@ X Delp .ana3e,@ .aAe deci@ion@ a6out p,o6le.@ and oppo,tunitie@I $- contain 6acA3,ound inFo,.ation and analB@i@ oF option@ (- u@ed to pe,@uade top .ana3e.ent to app,oHe a p,opo@ed [email protected] o, p,oject #- analBMe p,o6le.@ and p,opo@e @olution@ a- T,ou6le@Dootin3 ,epo,t@ 6- Plan@, ope,atin3 ,epo,t@, pe,@onal actiHitB ,epo,t@ c- Ou@tiFication ,epo,t@ d- Re@ea,cD ,epo,t@ e- Me.o@, 3uideline@, p,ocedu,e ,epo,t@, po@ition ,epo,t@ F- Inte,i. p,o3,e@@ ,epo,t@, Final ,epo,t@ 3- Ou@tiFication ,epo,t@ o, inte,nal p,opo@al ,epo,t D- TDe inco.e taK ,etu,n, tDe annual ,epo,t to a co.panBS@ @Da,eDolde,@ i- Solicited p,opo@al@ ?p,epa,ed at tDe ,eRue@t oF client@I .eant to @DoE tDat Bou, o,3aniMation i@ 6ette, RualiFied tDan Bou, co.petito,@ to Dandle a pa,ticula, cont,actC, un@olicited p,opo@al@ ?initiated 6B a co.panB in o,de, to o6tain 6u@ine@@ o, Fundin3 on it@ oEnC

3& Spea0in)
>ork in groups+ answer the ollowing 4uestions+ >hat are the important steps in report preparation>hat does a ormal work plan contain-

6ou have $elow the answer to the second 4uestion $ut the steps mentioned are not in the right order. >ould you ind an appropriate se4uence o the actionsa- p,e@entation oF tDe ta@A@ to 6e acco.pli@Ded, indicatin3 @ou,ce@ oF inFo,.ation, ,eRui,ed eKpe,i.ent@ o, o6@e,Hation@, and ,e@t,iction@ ?on ti.e, .oneB, aHaila6le dataC 6- de@c,iption oF tDe end p,oduct@ tDat Eill ,e@ult F,o. tDe inHe@ti3ation ?e-3- Repo,t@, plan@, ope,atin3 i.p,oHe.ent@, tan3i6le p,oduct@C c- @tate.ent oF tDe p,o6le. d- ,eHieE oF p,oject a@@i3n.ent@, @cDedule@, and ,e@ou,ce ,eRui,e.ent@, indicatin3 EDo Eill 6e ,e@pon@i6le Fo, EDat, EDen ta@A@ Eill 6e co.pleted, DoE .ucD tDe inHe@ti3ation Eill co@t e- @tate.ent oF tDe pu,po@e and @cope oF Bou, inHe@ti3ation

"!$

Business Co

unication Topics

4& Report 8ritin)

Gene,allB, a ,epo,t @Dould contain0 A# title page0 tDe ,epo,t title, tDe na.e oF tDe pe,@on2 co.panB2 o,3aniMation Fo, EDo. tDe ,epo,t Da@ 6een p,epa,ed, tDe na.e oF tDe autDo,, tDe date tDe ,epo,t Ea@ co.pleted, ?cont,act nu.6e,, a @ecu,itB cla@@iFication, i-e- CON*I)ENTIA7CI include AeBEo,d@ in Bou, title 6ut o.it Eo,d@ and pD,a@e@ @ucD a@ PA @tudB onJQ, PAn inHe@ti3ation oFJQ e-3-0 U@in3 pe,@onal co.pute,@ in PR depa,t.ent Su6.itted to M,- To. S.itD CDieF EKecutiHe OFFice, AMRO BanA "% OulB !!% 6B Anna TDo.@on PR di,ecto, B# abstract0 tDe ,ep,e@entation oF tDe content@, in an a66,eHiated Fo,.I in a pa,a3,apD oF a6out "8! Eo,d@, Bou @Dould int,oduce Bou, @u6ject .atte,, tell EDat Ea@ done and p,e@ent @elected ,e@ult@- TDe pa,t@ oF tDe a6@t,act a,e0 BASIC E7EMENTS, ,e@ea,cD p,o6le., 6odB, ,e@ult@ and conclu@ionC# table of contents0 contain@ eacD .ajo, @ection oF tDe ,epo,t# introduction0 Bou, DBpotDe@i@, an eKplanation oF Bou, idea, Bou, eKpectation@22 int,oduce@ tDe pu,po@e, @cope ?outline@ tDe .etDod oF inHe@ti3ationC, and 6acA3,ound oF tDe ,e@ea,cD ?Fact@ tDat tDe ,eade, .u@t AnoE in o,de, to unde,@tand tDe di@cu@@ionC !# body0 it include@ detail@, data, ,e@ult@ oF te@t@, Fact@, conclu@ion@ ?it .aB con@i@t oF0 a& eKpe,i.ent0 de@c,i6e tDe .etDod Bou u@ed to collect Bou, data and o6@e,Hation@I b& di@cu@@ion0 analBMe tDe ,e@ult@I c& conclu@ion0 @u..a,iMe Bou, ,e@ult@C F# recommendations 1# ac%nowledgements0 Bou @Dould 3iHe c,edit to all EDo a@@i@ted Bou 9# references0 tDe li@t include@ anB docu.entation tDat i@ not Bou, oEn ?6ooA@, a,ticle@C
?adapted F,o. BoH\e, TDill "## 0 pa,t FiHe .eports and &roposalsC

9& %an)ua)e +ocus )ESCRIBING TREN)S T,end@ a,e cDan3e@ o, .oHe.ent@- TDe,e a,e tD,ee 6a@ic t,end@0 a@cendin3, Do,iMontal, de@cendin3, eacD eKp,e@@ed 6B @eHe,al He,6@ and noun@, a@ Bou can ,ead in tDe FolloEin3 ta6le0

"!(

Business $eports

Trends

Transiti,e ,erbs

Intransiti,e ,erbs inc,ea@e inc,ea@e ,ai@e ,i@e put2pu@D2@tep up 3o26e up 3,oE eKtend eKtend eKpand eKpand 6oo. Aeep2 Dold J @ta6le2 ,e.ain @ta6le con@tant .aintain J ?at tDe @a.e @taB con@tant leHelC dec,ea@e dec,ea@e Fall d,op d,op put2 pu@D doEn 3o2 6e doEn decline cut ,educe collap@e @lu.p

Nouns inc,ea@e ,i@e 3,oEtD eKten@ion eKpan@ion 6oo. @ta6ilitB

dec,ea@e Fall d,op decline cut ,eduction collap@e ?d,a.atic FallC @lu.p ?d,a.atic FallC

OtDe, pD,a@e@0 To Focu@ on a pa,ticula, point0 to stand at MaKi.u.0 to reac. a pea0 9ou .aB al@o need to de@c,i6e0 /he degree o change0 d,a.aticallB, Ha@t?lBC, Du3e?lBC, eno,.ou@?lBC, con@ide,a6le2con@ide,a6lB, @i3niFicant?lBC, .ode,ate?lBC, @li3Dt?lBC, a little /he speed o change0 ,apid?lBC, RuicA?lBC, @EiFt?lBC, 3,adual?lBC, @loE?lBC @u6@tantial?lBC,

NOTES )o not u@e up aFte, inc,ea@e, ,ai@e, ,i@e and do not u@e do8n aFte, Fall, d,op, dec,ea@e Rise# rose# risenK raise# raised .ean Pinc,ea@e in paBQ0 <o,Ae,@ 3et an annual rise oF "!]- ?BEC 22 <o,Ae,@ 3et an annual raise oF "!]- ?AEC U@e1 to inc,ea@e b- ?EitD tDe He,6C 22 an inc,ea@e o+ ?EitD tDe nounC U@e0 to ,i@e to ?He,6C 22 a ,i@e to ?nounC Interpretin) )rap.s- U@eFul Eo,d@ and eKp,e@@ion@0 *luctuation, 3,adual ,i@e, 3,adual Fall, @Da,p ,ecoHe,B, e,,atic .oHe.ent@, d,a.atic Fall, decline, taAe a plun3e, @teadB inc,ea@e, leHel oFF, a plateau, leap upEa,d@, ,eacD a peaA

:& /ritin) practice

a. .ead an article and write an in ormative a$stract to convey the main points rom it. /ry to clearly summarize and FH/ descri$e the in ormation rom the article. $. 6ou are asked to write a report a$out the curriculum o your specialty/ the educational system in .omania/ the academic perspectives/ a random topic. Be ore you actually write your report, try this prewriting e#ercise+ provide answers or the ollowing issues+ de@c,i6e tDe pu,po@e oF Bou, ,epo,t de@c,i6e tDe .o@t i.po,tant Featu,e oF Bou, ,epo,t

"!#

Business Co

unication Topics

.aAe a li@t oF anBone EDo could 6e inHolHed in E,itin3 tDe ,epo,t co.pile a li@t oF Eo,A@ tDat Bou u@ed in Bou, ,epo,t de@c,i6e tDe EaB@ in EDicD Bou, ,epo,t p,oHe@ o, di@p,oHe@ otDe, ,epo,t@ ?iF tDe ca@eC de@c,i6e tDe 6acA3,ound oF tDe ,epo,t2 topic de@c,i6e EDat Bou eKpected to Find 6eFo,e Bou 6e3an Bou, ,e@ea,cDI DoE did Bou, ,e@ult@ diFFe, F,o. Bou, eKpectation@G )e@c,i6e Bou, Findin3@- :oE can Bou 6e@t ,ep,e@ent tDe.0 EitD teKt, in a ta6le, EitD a Fi3u,eG )e@c,i6e tDe con@eRuence@ oF Bou, ,e@ea,cD- :oE Eill it aFFect Futu,e actiHitB oF tDe o,3aniMationG )e@c,i6e tDe ideal audience Fo, Bou, ,epo,t IF Bou a,e @eeAin3 to pu6li@D Bou, ,epo,t, de@c,i6e tDe jou,nal@ in EDicD Bou Eould liAe to @ee Bou, ,epo,t appea,1onsider the speci ic guidelines under which you are working. ( relevant, make a list o the sections you are re4uired to include in your report. c. 1onsider the ollowing topics or reports+ a de.o3,apDic p,oFile ?a3e, 3ende,, @ocioecono.ic @tatu@, ,e@idence, e.ploB.ent, educational 6acA3,oundC oF tDe @tudent@ at Bou, colle3e2 uniHe,@itB tDe 6e@t pa,t-ti.e e.ploB.ent oppo,tunitie@ in Bou, co..unitB tDe 6e@t oF tEo DealtD2 3B. clu6@ in Bou, co..unitB action@ tDat can 6e taAen in Bou, co..unitB to co.6at alcoDol2 d,u3 a6u@e i.p,oHe.ent@ tDat can 6e .ade in tDe Food @e,Hice at Bou, uniHe,@itB Bou, uniHe,@itBS@ i.a3e in tDe co..unitB and EaB@ to i.p,oHe it Bou, co..unitBS@ @t,en3tD@ and EeaAne@@e@ in att,actin3 neE 6u@ine@@e@ 1hoose one topic and write a report. d. >rite a report a$out the leisure acilities in your native town. (nclude+ sport acilities, cultural acilities ) theatre, museums, etc. e. >rite a report a$out the conse4uence o introducing ,3 new $uses ($ought rom (carus) on the already e#isting routes o your transport agency. Mention tDe Fact tDat Bou Dad to Di,e neE pe,@onnel ?"8 6u@-d,iHe,@C and to t,ain tDe.- 7inA tDi@ p,oject to Bou, Futu,e plan@ oF eKpandin3 Bou, 6u@ine@@. >rite a report a$out the meeting $etween three $ank o icials and two groups o students, re4uiring capital or their $usiness. TDe Fi,@t 3,oup Eant@ to open a @.all @Dop @ellin3 C)@- TDeB DaHe .ucD AnoEled3e in tDe Field 6ut tDeB donSt DaHe eKpe,ience at all in 6u@ine@@- TDe @econd 3,oup ope,ate@ pa,tti.e co.putin3 con@ultancB Fo, tEo Bea,@ al,eadB 6ut tDeB @till DaHe to i.p,oHe tDei, .a,Aet @t,ate3BGiHe a,3u.ent@ Fo, tDe cDoice oF tDe tD,ee 6anA oFFicial@g# 6ou are Gohn 8cAuiver, the manager o the loan department o a commercial Bank. 'rite a report to t.e Board in EDicD Bou Di3DlB ,eco..end M,- Cla,A NicDol@on a@ a potential client oF tDe 6anA:i3Dli3Dt Di@ Rualitie@ a@ a 6u@ine@@.an and .ention @o.e oF Di@ p,oFita6le 6u@ine@@e@- Su33e@t tDat tDe 6anA co..ittee .aB t,u@t Di. in oFFe,in3 a loan oF d !!, !!! Fo, a neE 6u@ine@@ De Eant@ to @ta,t ?TDe National GaMette, a Financial .a3aMineCh# (magine that your managing director asked you to investigate the use o paper in your companyDs o ices and to make recommendations or improvement. *i,@t, .aAe @o.e note@ on tDe topic- 9ou Eill pe,Dap@ Find out tDatJ Bou di@cu@@ed EitDJ tDei, opinion i@J 9ou, ,eco..endation@ could 6e0--

""!

Business $eports

%ra t the report to your 8%. In Bou, 3,oup o, EitD a collea3ue, Find ele.ent@ tDat .aB Fit in tDe 6lanA @pace@- OnlB aFte, Bou DaHe all tDe nece@@a,B inFo,.ation, E,ite tDe ,epo,t- AFte,Ea,d@, ,ead tDe ,epo,t in Bou, 3,oup and di@cu@@ tDe RualitB oF tDe ,epo,t Bou E,ote-

Test -our report 8ritin) s0ills

"- )e@c,i6e tDe o,3aniMation oF tDe conHentional @Do,t ,epo,t- GiHe eKa.ple@ oF ,outine ,epo,t p,o6le.@%- <Dat i@ tDe diFFe,ence 6etEeen a lette, ,epo,t and a .e.o,andu. ,epo,tG '- <Dat a,e tDe cDa,acte,i@tic@ oF a tecDnical ,epo,tG 8- <,ite a ,epo,t a6out tDe i.pact oF .a@@ .edia in tDe Ro.anian 6u@ine@@ enHi,on.ent&- Reco..end Fo, Bou, co.panB a citB and Dotel Fo, Doldin3 it@ annual .eetin3 oF @ale@ ,ep,e@entatiHe@$- <Dat can Bou, co.panB do to i.p,oHe tDe RualitB oF it@ p,oduct o, @e,HiceG (- InHe@ti3ate tDe p,o6le. oF une.ploB.ent in Bou, toEn2citB and ,eco..end EaB@ to dec,ea@e it#- AdHi@e Bou, co.panB on tDe adHanta3e@ and di@adHanta3e@ oF Di,in3 @tudent@ F,o. tDe local uniHe,@itB"!- Repo,t to Bou, co.panB on tDe etDic@ and eFFectiHene@@ oF @u6li.inal adHe,ti@in3-

"""

L5I& BUSINESS MEETIN$S P%ANNIN$ AND STEPS OF A MEETIN$

BASIC NOTIONS )eFinition0 TDe 3atDe,in3 to3etDe, oF a 3,oup oF people Fo, a cont,olled di@cu@@ion EitD a @peciFic pu,po@ePURPOSE1 P,o6le.-@olHin3, idea-3atDe,in3, t,ainin3 A$ENDA ?li@t oF point@C MEMBERS1 tDe cDai,.an, tDe @ec,eta,B, tDe otDe, pa,ticipant@ RESU%T ?tDe 3oal oF tDe .eetin3C REPORT1 tDe .inute@ oF tDe .eetin3

Essential ele ents o+ a

eetin)

Prere7uisites o+ a )ood eetin)1 3ood cDai,in3 @Aill@0 cont,ollin3, di,ectin3 conHe,@ation toEa,d@ conclu@ion@, 6,in3in3 people in, @toppin3 people talAin3, Aeepin3 an eBe on tDe ti.e, cont,ollin3 [email protected], indicatin3 FolloE-up ta@A@ 3ood pa,ticipatin3 @Aill@0 li@ten actiHelB, cla,iFBin3 p,o6le.@, @ticAin3 to tDe point 3ood lan3ua3e @Aill@0 a@Ain3 Fo, ,epetition and cla,iFication, p,eHentin3 i,,eleHance, pa,apD,a@in3, @u..a,iMin3 3ood 6eDaHiou,al @Aill@

'& Discussion
>hen should you call a meeting%e$ate upon the importance o the meetings or the $usiness environment.

(& Readin)
.ead the ollowing guidelines or leading a meeting. :ind the title (2':) that $est suits each group o paragraphs (!'M). A 7ead tDe Meetin3 B P,oHide tDe Meetin3 InFo,.ation C ScDedule tDe Meetin3 D <,ap-up tDe Meetin3 E C,eate tDe Meetin3 InFo,.ation F )i@t,i6ute tDe Meetin3 InFo,.ation %eadin) a Meetin) "<Den @cDedulin3 Bou, .eetin3, con@ide, tDe inFo,.ation tDat .u@t 6e coHe,ed, tDen allocate an app,op,iate a.ount oF ti.e- )onVt t,B to c,a. too .anB a3enda topic@ into a %!-.inute .eetin3- 9ouVll end up 3oin3 oHe,ti.e and attendee@ Eill 6eco.e F,u@t,ated- On tDe otDe, Dand, donVt @cDedule too .ucD

Business )eetings

ti.e o, tDe .eetin3 .aB 6eco.e @loE-.oHin3 and 3et oFF-topic- Ou, adHiceG Bein3 ,eali@tic i@ tDe 6e@t EaB to allocate an app,op,iate a.ount oF ti.e Fo, a .eetin3)onVt 3et cau3Dt up on DalHe@ and EDole@- ManB people Eill auto.aticallB allocate eitDe, %! .inute@ o, a Full Dou, EDen @cDedulin3 a .eetin3 @i.plB 6ecau@e tDe@e Ruantitie@ oF ti.e a,e co..on and eKpected- ScDedule a '!-.inute .eetin3 iF tDatV@ tDe a.ount oF ti.e it taAe@ to coHe, tDe @u6ject- )onVt Feel p,e@@u,ed to Fill an Dou, iF Bou donVt DaHe an Dou, oF i@@ue@ to coHe,Ca,eFullB con@ide, EDo @Dould 6e attendin3 tDe .eetin3- OnlB inHite tDo@e EDo@e attendance i@ a6@olutelB nece@@a,B- IF tDe,eV@ @o.eone EDo @Dould AnoE EDat Dappened in tDe .eetin3, 6ut EDo@e attendance i@nVt a6@olutelB nece@@a,B, @end tDe. a RuicA e-.ail outlinin3 tDe outco.e@ oF tDe .eetin3All oF u@ al,eadB attend too .anB .eetin3@- TDe@e indiHidual@ Eill 6e tDanAFul Fo, tDat one eKt,a .eetin3 tDeB )I)NVT DaHe to attend tDat EeeA<Den @endin3 inHitation@ to a .eetin3, a@A attendee@ iF tDeB DaHe anB a3enda ite. ,eRue@t@Once tDe a3enda ite.@ DaHe 6een ,eRue@ted, tDe a3enda .u@t 6e c,eated at lea@t one daB 6eFo,e tDe .eetin3 i@ @cDeduled- TDi@ EaB, Bou can di@t,i6ute tDe a3enda to all oF tDe attendee@ 6eFo,e tDe .eetin3 6e3in@%<Den pa,ticipant@ DaHe tDe a3enda and acce@@ to 6acA3,ound inFo,.ation 6eFo,e tDe .eetin3, it 3iHe@ tDe. @uFFicient ti.e to p,epa,e Fo, anB di@cu@@ion@ o, deci@ion@ tDat Eill occu, du,in3 tDe .eetin3TDi@ al@o @aHe@ ti.e du,in3 tDe .eetin3- IF attendee@ co.e to tDe .eetin3 p,epa,ed, le@@ ti.e Eill 6e @pent an@Ee,in3 6acA3,ound inFo,.ation Rue@tion@ and .o,e ti.e Fo, di@cu@@in3 tDe i.po,tant i@@ue@<Den di@t,i6utin3 tDe a3enda, ,e.ind pa,ticipant@ tDat itV@ tDei, ,e@pon@i6ilitB to co.e p,epa,ed to tDe .eetin3W 'Sta,t Bou, .eetin3 on ti.eW EHen iF all tDe attendee@ DaHenVt a,,iHed, 6e3in EDen Bou @aid Bou Eould- AdDe,in3 to tDe @cDedule @end@ out a .e@@a3e tDat BouV,e @e,iou@ a6out tDe .eetin3 and eKpect attendee@ to a,,iHe on ti.eA@ tDe .eetin3 6e3in@, p,oHide an oHe,HieE oF a3enda ite.@ and int,oduce tDe oHe,all o6jectiHe oF tDe .eetin3- TDi@ p,oHide@ di,ection Fo, tDe .eetin3 and ,einFo,ce@ EDat need@ to 6e acco.pli@Ded du,in3 tDi@ ti.e- Int,oduce eacD a3enda ite. 6B .entionin3 EDo Eill @peaA neKt and EDat Eill 6e di@cu@@edA@ tDe .eetin3 leade,, BouV,e ,e@pon@i6le Fo, ,eco,din3 tDe .eetin3 note@, EDetDe, itV@ on an inte,actiHe EDite6oa,d, FlipcDa,t o, in a note6ooA- TDi@ Eill F,ee pa,ticipant@ F,o. tDe 6u,den oF notetaAin3 and encou,a3e ,icDe,, .o,e in-deptD di@cu@@ion@ItV@ al@o Bou, ,e@pon@i6ilitB to Aeep tDe .eetin3 on t,acA- TDi@ .ean@ @tee,in3 tDe .eetin3 di@cu@@ion in a EaB tDat FulFill@ tDe .eetin3 o6jectiHe@- IF Bou DaHe diFFicult pe,@onalitie@ in tDe ,oo. o, oppo@in3 HieE@, tDi@ can 6e cDallen3in3W T,B u@in3 @entence@ @ucD a@, 5/hat7s a valid point, $ut doesn7t directly apply to this discussion. &erhaps we should schedule a separate meeting to address it ully.5 O,, 5(t7s o$vious there are some opposing views surrounding this issue. &erhaps our time would $e $est spent working towards a compromise. 2ny suggestions-5 IF a .eetin3 6eco.e@ pa,ticula,lB Deated, itV@ 6e@t to add,e@@ EDatV@ po@@i6le in tDe .eetin3 6ut con@ide, Di,in3 a p,oFe@@ional Facilitato, Fo, tDe neKt .eetin3 X a neut,al leade, EDoV@ t,ained to deal EitD Di3D-p,e@@u,e, Di3D-conFlict .eetin3@Ite.@ tDat @u,Face and .u@t 6e add,e@@ed @Dould 6e a@@i3ned du,in3 tDe .eetin3 di@cu@@ionA@@i3n a pa,ticula, indiHidual o, 3,oup to FolloE-up on eacD action ite.- A deadline and p,io,itB leHel @Dould al@o 6e a@@i3ned Fo, tDe action ite.@8At tDe end oF tDe .eetin3, tDe leade, @Dould ,eHieE tDe action ite.@, EDoV@ ,e@pon@i6le and 6B EDen- TDi@ EaB, eHe,Bone Da@ a clea, pictu,e oF EDoV@ ,e@pon@i6le Fo, EDat EDen tDe .eetin3V@ oHe,AnotDe, ite. tDat @Dould 6e add,e@@ed at tDe end oF Bou, .eetin3 i@ tDe .eetin3 p,oce@@ it@elF- TaAe a FeE .o.ent@ at tDe end oF tDe .eetin3 to di@cu@@ EDat tDe 3,oup did Eell du,in3 tDe .eetin3 and EDicD a,ea@ need i.p,oHin3- Once tDe .eetin3 o6jectiHe Da@ 6een acco.pli@Ded, adjou,n tDe .eetin3- EHen iF itV@ tDi,tB .inute@ ea,lie, tDan eKpectedW )onVt continue .eetin3 @i.plB 6ecau@e tDatV@ EDat tDe @cDedule dictate@-

""%

Business Co

unication Topics

&AFte, tDe .eetin3 i@ oHe,, @end tDe .eetin3 inFo,.ation to all tDe pa,ticipant@- Becau@e Bou Ee,e ,e@pon@i6le Fo, note-taAin3 du,in3 tDe .eetin3, Bou .aB 6e tDe onlB one EDo Da@ tDi@ inFo,.ation aFte, tDe .eetin3 end@- <DetDe, Bou p,oHide tDe note@ 6B e-.ail o, pDotocopied Dand-out@, @Da,in3 tDi@ .eetin3 inFo,.ation i@ Hital Fo, p,ope, FolloE-up- ItV@ al@o a 3ood idea to include a @u..a,B oF all tDe action ite.@ a@@i3ned du,in3 tDe .eetin3- TDi@ act@ a@ a ,e.inde, to all pa,ticipant@ oF EDoV@ ,e@pon@i6le Fo, EDat and 6B [email protected]@ic@26eFo,e-a@pC

3& Co pre.ension
1ompare the in ormation you have =ust got rom the te#t with the ollowing steps o the meeting+ OPEN T*E MEETIN$ inHite int,oduction@ F,o. pa,ticipant@ ?iF nece@@a,BC eKplain pu,po@e p,e@ent a3enda di@cu@@ 3,ound ,ule@ ?EDo @peaA@, [email protected], etc-C $O A%ON$< BOD= OF T*E MEETIN$ .oHe to tDe Fi,@t point on tDe a3enda Dand oHe, to anotDe, pe,@on 6,in3 people into di@cu@@ion2@top people talAin3 li@ten actiHelB2a@A Fo, ,epetition o, cla,iFication p,eHent i,,eleHance pa,apD,a@e @u..a,iMe ?Aeep eBe on ti.eC .oHe to tDe neKt point cont,ol [email protected] indicate FolloE-up ta@A C%OSE MEETIN$ tDanA pa,ticipant@ announce neKt .eetin3

4& 5ocabular8atch the ollowing groups o use ul phrases you can use during a meeting with the current steps o the meeting, arranged in logical order according to the ta$le $elow+ STEPS OF T*E MEETIN$ "- openin32 o6jectiHe@ - .oHin3 to tDe "@t point %- Dandlin3 oHe, to anotDe, pe,@on '- encou,a3in3 De@itant @peaAe,@ 8- @toppin3 people talAin3 &- li@tenin3 actiHelB $- a@Ain3 Fo, ,epetition2cla,iFication (- p,eHentin3 i,,eleHance #- pa,apD,a@e "!- @u..a,iMin3

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Business )eetings

""- Aeepin3 an eBe on tDe ti.e " - .oHin3 to tDe neKt point "%- cont,ollin3 deci@ion .aAin3 "'- indicatin3 FolloE-up ta@A@ "8- clo@in3 tDe .eetin3 P*RASES A& To., do Bou tDinA Bou couldJG Tina, DoE a6out p,epa,in3 @o.e Fi3u,e@ Fo, tDe neKt .eetin3G B& To @u. up tDenJ So, to @u..a,iMe EDat Da@ 6een @aid @o Fa,J C& <ell, ladie@ and 3entle.en, I tDinA Ee @Dould 6e3inPe,Dap@ EeSd 6ette, 3et @ta,ted2 3et doEn to 6u@ine@@Ri3Dt tDen, I tDinA itS@ a6out ti.e Ee 3ot @ta,ted2 3oin3Ri3Dt tDen, I tDinA Ee @Dould 6e3in7etS@ 6e3in2 3et 3oin3, @Dall EeG SDall Ee @ta,t2 3et @ta,ted2 .aAe a @ta,tG *i,@t oF all, ISd liAe to int,oduce tEo collea3ue@ F,o.J :aHe Bou all 3ot a copB oF tDe a3endaG TDe pu,po@e oF tDi@ .eetin3 i@, Fi,@t, toJand @econdlB toJ <e a,e De,e todaB to con@ide, Fi,@tlBJ@econdlBJtDi,dlBJJJ TDe .ain o6jectiHe oF ou, .eetin3 i@JJJJ ISHe called tDi@ .eetin3 Fi,@t toJ- @econdlB toJJJD& <ould Bou liAe to 6e3in2 to open tDe di@cu@@ionJG Pe,Dap@ BouSd liAe to eKplain2 tell u@2 3iHe u@J <Dat do Bou tDinAJG SDall Ee continue tDenG 7etS@ .oHe on<ould Bou liAe to co..ent De,eG <Dat a6out BouG E& A@ @o.e oF Bou p,o6a6lB AnoE, A@ Bou AnoE, J So.e .ontD@ 2 Bea,@ a3o2 Be@te,daBJ TDe @ituation noE i@J Ri3Dt- 7etS@ .oHe on to2looA at tDe Fi,@t pointF& <e DaHenSt Dea,d F,o. Bou Bet, To.- <Dat do Bou tDinA a6outJ <ould Bou liAe to add anBtDin3, TinaG AnBtDin3 to add, PaulG $& IS. aF,aid tDatS@ out@ide tDe @cope oF tDi@ .eetin3<eS,e 6e3innin3 to lo@e @i3Dt oF tDe .ain point>eep to tDe point, plea@eI tDinA EeSd 6ette, leaHe tDat @u6ject Fo, anotDe, .eetin3*& One at a ti.e, plea@eW <e canSt all @peaA at once- To. Fi,@t, tDen Nina, tDen Ti.<ould Bou .ind add,e@@in3 Bou, ,e.a,A@ to tDe cDai,G <ell, tDanA Bou, Clint- I tDinA tDatS@ clea, noE- Could Ee DaHe @o.e otDe, opinion@G Ri3Dt, tDanA Bou, Pete- I tDinA EeSHe all 3ot tDe point noE- SDall Ee .oHe onG

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Business Co

unication Topics

OAaB, To., tDanA@- Ma,B, I tDinA Bou Eanted to @aB @o.etDin3G I& Ri3Dt, Geo,3e, oHe, to BouRi3Dt- TDat ju@t a6out coHe,@ eHe,BtDin3ISd liAe to tDanA ou, 3ue@t Fo, co.in3 oHe, F,o.JSo, tDe neKt .eetin3 Eill 6e onJ ?dateC atJ?ti.eC TDanA@ Fo, Bou, pa,ticipation Ri3Dt, I decla,e tDe .eetin3 clo@edI& <e a,e ,unnin3 @Do,t oF ti.eTDe,eS@ not .ucD ti.e leFtCould Bou plea@e 6e 6,ieFG >& Ri3Dt, I @ee- 2 OAaB, I unde,@tand- 2 TDatS@ inte,e@tin3- 2 OAaB- 2 Ri3Dt%& So EDat Bou a,e @aBin3 i@J In otDe, Eo,d@J2 So Bou .eanJ2 So, iF I unde,@tand Bou co,,ectlBJ M& ISd liAe to p,opo@e tDatJ2 tDe FolloEin3 a.end.entJ Can Ee taAe a Hote on tDat p,opo@alG All tDo@e in FaHou,- Ri3Dt- All tDo@e a3ain@t- Ri3Dt, tDanA BouSo tDat .otion Da@ 6een accepted2 ,ejected 6B 8 Hote@ to %1e,B Eell, tDen, Ee a3,ee EitD @o.e ,e@e,Hation@2 unani.ou@lB tDatJ <ell, it @ee.@ tDat Ee a,e 6,oadlB in a3,ee.ent tDatJ N& <ould Bou .ind ,epeatin3 it, plea@eG IS. @o,,B- I donSt Ruite FolloE Bou- Could Bou 3o oHe, tDat a3ain, plea@eG <Dat eKactlB do Bou .ean 6BJG O& Ri3Dt- 7etS@ .oHe on to tDe neKt pointTi., Eould Bou liAe to int,oduce tDe neKt point, plea@eG OAaB, on to ite. FiHe- <DoS@ 3oin3 to open tDi@ oneG <ell, I tDinA tDat coHe,@ eHe,BtDin3 on tDat point- 7etS@ .oHe on?@ee Elli@, ),i@coll, Pil6ea., 8eetings and discussions, C

9& %an)ua)e +ocus

ABI%IT= AND INABI%IT= Study the ta$le+ Ma0e so eone able or so et.in) possible Ena6le AlloE Pe,.it Be able Can Be a6le to Be capa6le oF ?_ Jin3C Ma0e unable< i possible P,oDi6it P,eHent Stop ?_F,o._Jin3C Be unable CanSt Not 6e a6le to26e una6le to Be incapa6le oF ?_-- in3C
?@ee B,ie3e,, SEeeneB "##'0 "#&C

:& Spea0in)
(denti y circumstances in the $usiness activity that can $e solved $y calling a meeting.

;& /ritin)
>rite the minutes o a meeting you attended.

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Business )eetings

MANA$EMENT AND STRATE$IES OF A MEETIN$

BASIC NOTIONS Read a6out tDe ,ole@ people plaB in 3,oup@- In EDicD cate3o,B Eould Bou include Bou,@elFG B,in3 a,3u.ent@ in FaHou, oF Bou, cDoicesel+Coriented Roles people pla- in )roups D)roup d-na icsE )roupC aintenance Cont,ollin32 do.inatin3 otDe,@ <itDd,aEin32 ,eti,in3 F,o. tDe 3,oup )iHe,tin3 Encou,a3in3 :a,.oniMin32 ,econcilin3 Co.p,o.i@in3 Initiatin3 InFo,.ation 3iHin32 @eeAin3 Coo,dinatin3 P,ocedu,e @ettin3
?BoH\e, TDill "## 0 8 C

tas0C+acilitatin)

6ou can read a$out some o the duties a leader has or managing a meeting. But the participants have their duties too. >hat are, in your opinion, those dutiesTDe leade,S@ dutie@0 pacin3 tDe .eetin3 appointin3 a note taAe, FolloEin3 tDe a3enda @ti.ulatin3 pa,ticipation and di@cu@@ion @u..a,iMin3 tDe de6ate ,eHieEin3 ,eco..endation@ ci,culatin3 tDe .inute@ >hat do you know a$out the strategies one should use to make a meeting success ulTDe,e a,e0 a- COOR)INATING STRATEGIES P,epa,ation0 o6jectiHe@, a3enda, pa,ticipant@, location, enHi,on.ental Facilitie@ Conduct0 6e3in and end on ti.e, cont,ol tDe .eetin3, encou,a3e pa,ticipation, @u. up deci@ion@, action@, and ,eco..endation@, ,e@tate .ain point@ at tDe end*olloE-up0 di@t,i6ute tDe .eetin3S@ .inute@, taAe tDe FolloE-up action a3,eed to 6- ACTI1E PARTICIPATION2 TA>ING PART STRATEGIES ActiHe pa,ticipation inHolHe@ tDe u@e oF @o.e tBpical language functions @ucD a@0 3ettin3 attention cDecAin3 and conFi,.in3 inFo,.ation a@Ain3 Fo,2 3iHin3 opinion@ co.pa,in32 cont,a@tin3 idea@ a3,eein32 di@a3,eein3 a@@e,tin3 and tonin3 doEn inFo,.ation adHi@in3 and @u33e@tin3 connectin3 and @eRuencin3 idea@ ,eRue@tin3 inFo,.ation2 action de@c,i6in3 t,end@ Active participation involves techni&ues of &uestioning @ucD a@0 DaHe a deFinite pu,po@e Eait Fo, tDe an@Ee, ?do not an@Ee, Bou, oEn

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Business Co

unication Topics

6uild clea, Rue@tion@ a@A Eell-6alanced Rue@tion@ ?not too ea@B2 diFFicultC u@e natu,al tone oF a@Ain3 Rue@tion@ u@e open di,ect Rue@tion@

Rue@tion@ donStS inte,,upt encou,a3e co.plete an@Ee,@ en@u,e eRual oppo,tunitB to p,oHide an@Ee,@

and u@e oF a variety of types of &uestions @ucD a@0 OHe,Dead0 3ene,al Rue@tion@ to tDe EDole 3,oup )i,ect0 =ue@tion to a @peciFic indiHidual *actual0 A@Ain3 Fo, Fact, data o, inFo,.ation 7eadin30 =ue@tion@ tDat @u33e@t an@Ee,@ Encou,a3in30 =ue@tion@ tDat Delp ,e@pondent@ A.6i3uou@0 =ue@tion@ tDat @u33e@t tEo o, .o,e an@Ee,@JJJJJJJJJJJJJJJJJJJJJJJJ--

'& Discussion
%iscuss a$out the necessity o calling a meeting.

(& Readin)
.ead a$out e ective meetings. >rite a concise summary o each o the si# tips. &resent it to your colleagues. Si2 tips +or ore e++ecti,e eetin)s

"- )onVt Meet- AHoid a .eetin3 iF tDe @a.e inFo,.ation could 6e coHe,ed in a .e.o, e-.ail o, 6,ieF ,epo,t- One oF tDe AeB@ to DaHin3 .o,e eFFectiHe .eetin3@ i@ diFFe,entiatin3 6etEeen tDe need Fo, oneEaB inFo,.ation di@@e.ination and tEo-EaB inFo,.ation @Da,in3- To di@@e.inate inFo,.ation Bou can u@e a Ha,ietB oF otDe, co..unication .edia, @ucD a@ @endin3 an e-.ail o, po@tin3 tDe inFo,.ation on Bou, co.panBV@ int,anet- IF Bou Eant to 6e ce,tain Bou DaHe deliHe,ed tDe ,i3Dt .e@@a3e, Bou can @cDedule a .eetin3 to @i.plB an@Ee, Rue@tion@ a6out tDe inFo,.ation Bou DaHe @ent- BB ,e.e.6e,in3 to a@A Bou,@elF, 5(s a meeting the $est way to handle this-5 BouVll cut doEn on Ea@ted .eetin3 ti.e and ,e@to,e Bou, 3,oupV@ 6elieF tDat tDe .eetin3@ tDeB attend a,e nece@@a,B- Set O6jectiHe@ Fo, tDe Meetin3- Set o6jectiHe@ 6eFo,e tDe .eetin3W BeFo,e plannin3 tDe a3enda Fo, tDe .eetin3, E,ite doEn a pD,a@e o, @eHe,al pD,a@e@ to co.plete tDe @entence0 By the end o the meeting, ( want the group toJ )ependin3 on tDe Focu@ oF Bou, .eetin3, Bou, endin3 to tDe @entence .i3Dt include pD,a@e@ @ucD a@0 J$e a$le to list the top three eatures o our newest product, Jhave generated three ideas or increasing our sales, Junderstand the way we do $usiness with customers, Jleave with an action plan, Jdecide on a new widget supplier, o, Jsolve the design pro$lem. One 6eneFit oF @ettin3 o6jectiHe@ Fo, tDe .eetin3 i@ to Delp Bou plan tDe .eetin3- TDe .o,e conc,ete Bou, .eetin3 o6jectiHe@, tDe .o,e Focu@ed Bou, a3enda Eill 6e- A @econd i.po,tant 6eneFit oF DaHin3 @peciFic o6jectiHe@ Fo, eacD .eetin3 i@ tDat Bou DaHe a conc,ete .ea@u,e a3ain@t EDicD Bou can eHaluate tDat .eetin3- <e,e Bou @ucce@@Ful in .eetin3 tDe o6jectiHe@G <DB o, EDB notG I@ anotDe, .eetin3 ,eRui,edG Settin3 .eetin3 o6jectiHe@ alloE@ Bou to continuou@lB i.p,oHe Bou, eFFectiHe .eetin3 p,oce@@%- P,oHide an A3enda BeFo,eDand- P,oHide all pa,ticipant@ EitD an a3enda 6eFo,e tDe .eetin3 @ta,t@9ou, a3enda need@ to include a 6,ieF de@c,iption oF tDe .eetin3 o6jectiHe@, a li@t oF tDe topic@ to 6e coHe,ed and a li@t @tatin3 EDo Eill add,e@@ eacD topic and Fo, DoE lon3- <Den Bou @end tDe a3enda, Bou @Dould include tDe ti.e, date and location oF tDe .eetin3 and anB 6acA3,ound inFo,.ation pa,ticipant@ Eill need to AnoE to Dold an inFo,.ed di@cu@@ion on tDe .eetin3 topic- <DatV@ tDe .o@t i.po,tant tDin3 Bou @Dould do EitD Bou, a3endaG *olloE it clo@elBW

""(

Business )eetings

'- A@@i3n Meetin3 P,epa,ation- GiHe all pa,ticipant@ @o.etDin3 to p,epa,e Fo, tDe .eetin3, and tDat .eetin3 Eill taAe on a neE @i3niFicance to eacD 3,oup .e.6e,- *o, p,o6le.-@olHin3 .eetin3@, DaHe tDe 3,oup ,ead tDe 6acA3,ound inFo,.ation nece@@a,B to 3et doEn to 6u@ine@@ in tDe .eetin3- A@A eacD 3,oup .e.6e, to tDinA oF one po@@i6le @olution to tDe p,o6le. to 3et eHe,Bone tDinAin3 a6out tDe .eetin3 topic- *o, eKa.ple, to @ta,t a @ale@ .eetin3 on a po@itiHe note, DaHe all pa,ticipant@ ,ecall tDei, 6i33e@t @ucce@@ @ince tDe la@t .eetin3 and a@A one pe,@on to @Da,e Di@ @ucce@@ EitD tDe 3,oup- *o, le@@ Fo,.al .eetin3@ o, 6,ain@to,.in3 @e@@ion@, a@A a t,iHia Rue@tion ,elated to tDe .eetin3 topic and 3iHe tDe co,,ect an@Ee, in tDe Fi,@t FeE .inute@ oF tDe .eetin3- TDe@e tip@ a,e @u,e-Fi,e EaB@ to Ea,. up tDe 3,oup and di,ect pa,ticipant@V attention to tDe .eetin3 o6jectiHe@8- A@@i3n Action Ite.@- )onVt Fini@D anB di@cu@@ion in tDe .eetin3 EitDout decidin3 DoE to act on it7i@ten Fo, AeB co..ent@ tDat Fla3 potential action ite.@ and donVt let tDe. pa@@ 6B EitDout add,e@@in3 tDe. du,in3 Bou, .eetin3- State.ent@ @ucD a@ >e should reallyJ, that7s a topic or a di erent meetingJ, o, ( wonder i we couldJ a,e eKa.ple@ oF co..ent@ tDat @Dould t,i33e, action ite.@ to 3et a ta@A done, Dold anotDe, .eetin3 o, Fu,tDe, eKa.ine a pa,ticula, idea- A@@i3nin3 ta@A@ and p,oject@ a@ tDeB a,i@e du,in3 tDe .eetin3 .ean@ tDat Bou, FolloE-tD,ou3D Eill 6e co.plete- Add,e@@in3 oFF-topic @tate.ent@ du,in3 tDe .eetin3 in tDi@ EaB al@o alloE@ Bou to Aeep tDe .eetin3 on t,acA- BB i..ediatelB add,e@@in3 tDe@e @tate.ent@ EitD tDe @u33e@tion oF .aAin3 an action ite. to eKa.ine tDe i@@ue out@ide oF tDe cu,,ent .eetin3, Bou @DoE .eetin3 pa,ticipant@ tDat Bou Halue tDei, input a@ Eell a@ tDei, ti.e&- EKa.ine 9ou, Meetin3 P,oce@@- A@@i3n tDe la@t FeE .inute@ oF eHe,B .eetin3 a@ ti.e to ,eHieE tDe FolloEin3 Rue@tion@0 >hat worked well in this meeting- >hat can we do to improve our ne#t meetingEHe,B pa,ticipant @Dould 6,ieFlB p,oHide a point-Fo,. an@Ee, to tDe@e Rue@tion@- An@Ee,@ to tDe @econd Rue@tion @Dould 6e pD,a@ed in tDe Fo,. oF a @u33e@ted action- *o, eKa.ple, iF a pa,ticipantV@ an@Ee, i@ @tated a@ Gim was too long'winded, a@A tDe pa,ticipant to ,e-pD,a@e tDe co..ent a@ an action- TDe @tate.ent >e should $e more to'the'point when stating our opinions i@ a .o,e con@t,uctiHe @[email protected], X donVt leaHe tDe .eetin3 EitDout a@@e@@in3 EDat tooA place and .aAin3 a plan to i.p,oHe tDe neKt .eetin3W
[email protected]@ic@2&tip@-a@p, @ee 8eetings in 2merica+ 2 study o trends, costs and attitudes toward $usiness travel, telecon erencing, and their impact on productivity. A netEo,A MCI ConFe,encin3 <Dite Pape,, "##(-C

3& Spea0in)
>hat makes $usiness meeting ine ective and $oring2nalyze di erent types o meetings taking into account the communication network o an organization (upward, downward, horizontal/ ormal, in ormal, etc.)

4& /ritin)
&repare the agenda o a meeting you have decided to call.

""#

L5II& NE$OTIATIN$ IN BUSINESS

BASIC NOTIONS Con@ide, tDe ne3otiatin3 p,oce@@ an eKcDan3e oF inFo,.ation and opinion@ EDo@e ta,3et i@ to o6tain a .utuallB accepta6le @olutionC.ec0list +or i pro,in) -our ne)otiatin) s0ills )eFine Bou, 3oal@Be inFo,.edCon@ide, tDe otDe, pe,@onS@ need@*ind @ati@Facto,B @olution@ Fo, 6otD pa,t@Be aEa,e oF Bou, @t,en3tD@ and EeaAne@@e@Re@i@t tDe p,e@@u,e to caHe in>noE EDat Bou Dope to o6tain Accu,ate and co.plete inFo,.ation @uppo,t@ Bou, opinion9ou @Dould .utuallB 6eneFit F,o. tDe ne3otiation p,oce@@TDe co.p,o.i@e@ Bou Eill do @Dould 6e .utuallB conHenientMaAe tDe .o@t oF Bou, @t,on3 point@ and .ini.iMe Bou, di@adHanta3e@<in conce@@ion@ 6B u@in3 @o.e Zt,icA@ oF tDe t,adeS ?i-e- ti.e p,e@@u,e0 TDi@ @ale end@ to.o,,oE- 2 Fea, oF lo@@0 AnotDe, [email protected], eKp,e@@ed inte,e@t inJ 2 eKt,e.e p,opo@al@0 d"!, !!! i@ too .ucD - d 8, !!! i@ .B 6e@t oFFe,-C P,actice EDat Bou Eill @aBI d,aFt diFFe,ent @cena,io@JJJJJJJJJJJJJJJJJ
?adapted F,o. BoH\e, TDill "## 0 8"8C

ReDea,@e JJJJJJJJJJJJJJJJ--

'& Discussion
"valuate the importance o negotiating in $usiness. 1an you imagine $usiness world without negotiations- *ow would it look like>hat are, in your opinion, the most important elements o a negotiation(s it advisa$le to negotiate when applying or a =o$- State your reasons.

(& Readin)
.ead the ollowing article+ Bi) teleco s er)er tal0s collaps 6B Ti. Bu,t in StocADol. TalA@ on a S>,(!6n-S>,"!!6n ?d"!6n-d" 6nC merger oF Teleno, and Telia, tDe @tate teleco..unication co.panie@ oF No,EaB and SEeden, collapsed Be@te,daB a.id 6itte, ,ec,i.ination@ 6etEeen tDe tEo co.panie@Mini@te,@ in O@lo and StocADol. @aid negotiations Dad foundered on tDe Failu,e to a3,ee on Haluation@ and tDe .ana3e.ent @t,uctu,e in EDat Eould DaHe 6een ScandinaHiaS@ la,3e@t telepDone co.panBPIt Da@ 6een i.po@@i6le to ,eacD agreement on a .odel tDat Eould @uFFicientlB safeguard No,Ee3ian inte,e@t@,Q @aid Odd Eina, )oe,u., No,EaBS@ t,an@po,t and co..unication@ .ini@te,-

?egotiating in Business

:oEeHe,, Teleno, Eent Fu,tDe, 6B accu@in3 it@ la,3e, SEedi@D rival oF alte,in3 tDe ne3otiatin3 te,.@ in an atte.pt to secure .ana3e.ent cont,ol oF tDe .e,3ed 3,oup- To,.od :e,.an@en, cDieF eKecutiHe oF Teleno,, @aid tDe,e Dad 6een a PFunda.ental brea%downQ oHe, DoE tDe enla,3ed co.panB @Dould 6e ,unP<e @ta,ted tDe@e tal%s on tDe 6a@i@ oF eRualitB, 6ut it 6eca.e clea, tDat tDe SEedi@D inte,p,etation oF 6alance .eant SEedi@D cont,ol,Q De added- P<e Eanted a 8!-8! pa,tne,@Dip, tDeB Eanted a ta%eover in p,actical te,.@QTDe No,Ee3ian 3oHe,n.ent Dad oFFe,ed to inject up to N>,"!6n into Teleno, to 3iHe it Financial pa,itB EitD Telia- Ne3otiato,@ Failed neHe,tDele@@ to a3,ee on @Da,eDoldin3@ o, @enio, .ana3e.ent ,ole@Telia eKp,e@@ed dismay at tDe collapse oF tDe talA@, @aBin30 PTDe pre-conditions Fo, e@ta6li@Din3 a co.panB on 6u@ine@@liAe and co..e,cial p,inciple@ do not eKi@t-Q But tDe SEedi@D 3,oup declined to co..ent on No,Ee3ian claims tDat it Dad in@i@ted on locatin3 tDe co.panB in StocADol. EitD 7a,@ Be,3, it@ .ana3in3 di,ecto,, a@ 3,oup cDieF eKecutiHeTDe co.panie@ 6e3an secret tal%s la@t Bea, ai.ed at poolin3 ,e@ou,ce@ and deFendin3 tDei, .a,Aet @Da,e aFte, tDe de,e3ulation oF tDe No,dic teleco..unication@ .a,Aet:oEeHe,, tDe di@cu@@ion@ Ee,e initiallB bloc%ed 6B No,EaBS@ .ino,itB coalition 3oHe,n.ent, EDicD Fea,ed tDe c,eation oF an unassailable .onopolB- It Ea@ Fo,ced to d,op tDat oppo@ition la@t .ontD aFte, a tD,eatened pa,lia.enta,B ,eHolt 6B oppo@ition pa,tie@Indu@t,B analB@t@ in StocADol. @u33e@ted Be@te,daB tDat tDe No,Ee3ian@ Dad EalAed out oF tDe talA@ 6ecau@e oF lin3e,in3 3oHe,n.ent di@Ruiet oHe, tDe .e,3e,- Teleno, de@c,i6ed @ucD clai.@ a@ 3,oundle@@M,- :e,.an@en @aid tDe No,Ee3ian 3,oup Eould eKplo,e pa,tne,@Dip@ and po@@i6le alliances EitD otDe, pa,tne,@, altDou3D it could ,e.ain a @tand-alone 6u@ine@@And,e@ Sund@t,o., SEedenS@ indu@t,B .ini@te,, @aid Telia ,e.ained a @t,on3 and co.petitiHe co.panB tDat could al@o @u,HiHe on it@ oEnTDe SEedi@D co.panB .ade p,oFit@ oF S>,%-&6n on @ale@ oF S>,''6n la@t Bea,, EDile Teleno, ,epo,ted 3ain@ oF S>, -86n on tu,noHe, oF S>, %-&6n?F,o.0 *inancial Ti.e@, EeeAend *e6,ua,B "2*e6,ua,B "##(, p- C

3& Co pre.ension
<. !. "#plain the italicized voca$ulary items rom the te#t either using synonyms or words o your own. <.,. >hat went wrong with these negotiations- >here did they mistake- >hoDs to $lame-

4& Spea0in)
@. !. >ork in groups+ some o you will represent the Forwegian part, others the Swedish part. "ach group should prepare a list with the pro$lems they want to put orth at negotiations. >hen the list is ready, discuss the strengths and weaknesses o each point included. /hen announce your counterpart (another group) that you are ready or negotiations. @. ,. (magine a situation in .omanian economy where negotiation is essential. %escri$e the economic conditions o your e#ample and the e#pected results. %onDt orget that /he negotiating process is chie ly an e#change o opinions and in ormation that gradually leads to a mutually accepta$le solution. (BovPe, /hill !KK,+ 9!9) @. <. >hat is, in your opinion the key to $eing an e ective negotiator*ere are some tips or achieving this essential $usiness skill, $ut they are not arranged in the order o their importance. >ould you ind their right se4uence do Bou, Do.eEo,A0 3atDe, inFo,.ation tDat @uppo,t@ Bou, po@ition ,e@i@t tDe p,e@@u,e to caHe in0 ti.e p,e@@u,e ?TDi@ @ale end@ to.o,,oECI Fea, oF lo@@ ?AnotDe, [email protected], Eant@ it, 6utJCI eKt,e.e p,opo@al@ ?9ou .u@t 6e c,aMB to a@A Fo, d "!, !!! X 8, !!! i@ .B 6e@t oFFe,C AnoE EDat Bou Eant0 deFine Bou, 3oal@

Business Co

unication Topics

con@ide, tDe otDe, pe,@onS@ need@0 @ee tDat tDe otDe, pe,@on 6eneFit@ too ,eDea,@e0 tDe .o,e Bou ,eDea,@e, tDe 6ette, Bou, pe,Fo,.ance Eill 6eI p,actice EDat Bou Eill @aB AnoE Bou, @t,en3tD@ and EeaAne@@e@0 .ini.iMe Bou, di@adHanta3e@ and .aAe tDe .o@t oF Bou, @t,on3 point@ @ea,cD Fo, .utuallB @ati@Facto,B @olution@0 looA Fo, co.p,o.i@e@ tDat ,e@ult in joint 3ain

'- '- Ne3otiatin3 inte,cultu,allB @.@.!. (t is well known that there are cultures in which a deal is not a deal unless $argaining is involved. 1an you give some e#amples@.@.,. /here are people that consider customary and necessary to win some concessions. *ow do you $ehave when you have to negotiate@.@.<. "lements o intercultural communication are very important and should $e care ully considered in the negotiating process. (t is well known, or e#ample that is not advisa$le to send a $usinesswoman to negotiate with your 2ra$ or Gapanese partner. 1an you e#plain why- Aive other e#amples you know. @. 9. Fegotiating is also important when you apply or a =o$O But how ar can you go- >hat are the right/ wrong 4uestions to ask- *ow should you ormulate your demands without making a $ad impression or o ending the interviewer/ employer@. M. By answering the ollowing 4uestions, you will also improve your negotiating techni4ues. Some suggestions are given to you $etween $rackets? i possi$le, you should improve the lists). "- :oE do Bou p,epa,e Fo, a ne3otiationG ?plan, ,e@ea,cD, o6jectiHe@, li.it@, @t,ate3BC - )o Bou u@e @pecial tecDniRue@G ?,appo,t X @ocial talA, pa,a.ete,@ X conFi,. tDe pu,po@e oF Bou, ne3otiation and e@ta6li@D a,ea@ oF co..on 3,ound and po@@i6le a,ea@ oF conFlict, attitude X 6e con@t,uctiHe, li@ten X attentiHelB, app,oacD X concent,ate on Bou, AeB point@, FleKi6ilitB X con@ide, a ,an3e oF alte,natiHe@, ,eHieE X 6B @u..a,iMin3 and ,eHieEin3 Bou cDecA unde,@tandin3, a3,ee.ent X at tDe end oF Bou, ne3otiation, conFi,. eKactlB EDat Bou DaHe a3,eed, conFi,.ation X in a FolloE-up lette,, conFi,. in E,itin3 tDe point@ a3,eedC %- I@ tDe lan3ua3e Bou u@e i.po,tant EDen Bou ne3otiateG To EDat eKtentG ?u@e a @i.ple, clea, lan3ua3e, u@e @Do,t Eo,d@ and @entence@, a@A Rue@tion@ iF tDe,e i@ anBtDin3 Bou donSt unde,@tandC

9& 5ocabular1hoose rom the list o words/ e#pressions $ellow those you consider important in a negotiation, arrange them in the order o their importance, select one and highlight its importance in the process o negotiating. Ne3otiation, @ucce@@, e.pDatic lan3ua3e, a,ea@ oF conFlict, co.p,o.i@e, ,e@pect, di@a3,ee.ent, o6jectiHe@, dete,.ined to Ein, clea,, li@ten ca,eFullB, inFo,.al 6u@ine@@ ne3otiation, oppo@ite nu.6e,, 6eneFit, conce@@ion, ,e@olHe, pe,@ua@iHe, tenacitB

:& %an)ua)e +unctions

T.e ost co on lan)ua)e +unctions -ou use in ne)otiation are1 a- 6a,3ainin32 t,adin3 6- inte,,uptin3 c- ,ejectin3 d- a@Ain3 Fo, cla,iFication e- .aAin3 a @u33e@tion

?egotiating in Business

F- @tatin3 Bou, po@ition0 a3,eein3 3- di@a3,eein3 D- a@Ain3 Fo, a ,eaction i- di@cu@@in3 con@eRuence@ j- Ea,nin3 a6out con@eRuence@ 8atch these unctions with the ollowing use ul e#pressions you may use when you negotiate. 6ou may com$ine two unctions or one group o phrases. '& TDe onlB @olution i@ toJIn .B opinion Ee @DouldJ I 6elieHe tDe 6e@tJEould 6eJ But EDat a6out tDe idea oF J-in3J :oE a6outJ (& I @ee no otDe, alte,natiHe 6ut toJ<e .u@tJ I ,eco..end tDat Ee @DouldJ :aHe Bou tDou3Dt oFJin3J I Eould @u33e@t tDat Ee <e could alEaB@J One @olution Eould 6e to J 3& IS. aF,aid itS@ ju@t not po@@i6le- *i,@tlB 6ecau@eJ- SecondlBJ IS. @o,,B 6ut I donSt tDinAJ AnB Fu,tDe, delaB i@ Ruite out oF tDe Rue@tion- Unle@@ EeJ IS. a3ain@t 2 Fo, tDat p,opo@alJ6ecau@e, Fi,@t oF allJ-and @econdlBJJ*i,@t, due toJ--and @econdlB toJJJ One ,ea@on i@J AnotDe, i@J MB Fi,@t ,ea@on i@J MB @econd i@J *o, one tDin3Jand Fo, anotDe,J JtDatS@ ju@t not Fea@i6leI ,eallB canSt accept tDatIS. a6@olutelB2 co.pletelB a3ain@t tDatTDatS@ out oF tDe Rue@tionIS. @o,,B 6ut I ,eallB donSt tDinA tDatJ- i@ a 3ood ideaIS. aF,aid I canSt accept tDatIS. @o,,B, 6ut tDatS@ not ,eallB p,acticalIS. aF,aid IS. not He,B DappB a6out tDatIS. @o,,B, 6ut I DaHe ,e@e,Hation@ a6out tDatI tDinA Ee all app,eciate tDe p,o6le. 6utJ I donSt Eant to 6e di@cou,a3in3 6utJ I app,eciate Bou, point oF HieE 6utJ TDatS@ He,B inte,e@tin3 6utJ I can @ee EDB Bou Eant to do tDi@ 6utJ 4& IS. co.pletelB in FaHou, oF tDatISHe a6@olutelB no o6jection@IS. @u,e tDatS@ tDe 6e@t @olution2ideaISd 6e 2 IS. in FaHou, oF tDatTDatS@ a 3ood ideaTDat @ee.@ Ruite a 3ood ideaI @uppo@e tDatS@ O>-

Business Co

unication Topics

Some less formal answers are0 G,eat idea- 2 EKcellent- 2- Te,,iFic- 2 Good idea- 2 Sound@ Fine- 2 *ine 6B .e- 2 O> 6B .e9& IF Bou put oFF tDe deci@ion anB lon3e,, itSll .ean2 itSll ,e@ult in2 itSll lead to 6anA,uptcBA@ lon3 a@2 iF tDe@e p,oduct@ continue to co.e 6acA a@ ,etu,n@, Ee EonSt 6e a6le to oHe,co.e ou, co.petito,@And @o2TDe,eFo,e2 Con@eRuentlB2 A@ a ,e@ult-- tDe neE p,oduct Eill neHe, 6e @old on tDe Oapane@e .a,Aet:& Unle@@ Ee 6uB2 IF Bou donSt 6uBJ I EonSt 6e a6le to Fini@D tDe p,oject<e .u@t 6uB aJ- o, el@e2 otDe,Ei@e ;& ISd liAe to Dea, Bou, idea@ on tDi@)o anB oF Bou DaHe anB @u33e@tion@G :oE do Bou tDinA Ee @Dould do tDi@G <Dat Eould Bou @u33e@tG <Dat do Bou ,eco..endG )o Bou tDinA Ee @DouldJ-G AnB @u33e@tion@G I @u33e@t Ee @DouldJ<Dat do Bou tDinAG <Dat a,e Bou, HieE@ on tDi@G <DatS@ Bou, opinionG :oE do Bou @ee tDi@G

STEPS OF A NE$OTIATION '& Discussion

(magine you have to prepare a negotiation o a very important contract or your company. *ow would you proceed-

(& Readin)
.ead the ollowing te#t a$out the rules o negotiating+ Mo@t eHe,B daB Ee DaHe a cDance to ne3otiate one iF not .anB tBpe@ oF deal@ in ou, liHe@- And, in o,de, to 6e @ucce@@Ful ne3otiato,@, Ee DaHe to AnoE tDe 6a@ic@ oF tDe 3a.e.ule Fum$er Hne >noE EDat Bou Eant and DoE .ucD Bou Eill paB to 3et it- 7et u@ @aB, Fo, eKa.ple, tDat Bou Eant to ne3otiate o, dic%er EitD anotDe, pe,@on on a p,ice Fo, an ite. at a 3a,a3e @ale- IF tDe ite. i@ p,iced at ten dolla,@ and Bou Find tDat p,ice to 6e too steep, tDen Bou, neKt @tep i@ to ne3otiate it- *i,@t, Bou Eill DaHe to Fi3u,e out DoE .ucD Bou tDinA tDat ite. i@ ,eallB Eo,tD- 7et u@ @aB tDat Bou decide it i@ Eo,tD a .e,e @eHen dolla,@- NoE, decide on a loEe, p,ice tDat Bou can t,B Fo,, and Bou co.e up EitD FiHe dolla,@- TDat i@ DalF tDe o,i3inal p,ice tDe @elle, i@ a@Ain3, 6ut it i@ a 3ood place to @ta,t- *inallB, decide on tDe Di3De@t p,ice tDat Bou Eill paB Fo, tDe ite., and let u@ @aB Bou Eill paB no .o,e tDan ei3Dt dolla,@- NoE, oFFe, tDe @elle, FiHe dolla,@- :e o, @De .i3Dt lau3D DB@te,icallB, 6ut Dold Bou, 3,ound and donVt 6e undaunted- IF tDeB a,e adamant a6out tDe ten dolla, p,ice ta3, tDen Bou Eill need @o.e 6a,3ainin3 poEe, on Bou, @ide- Point out anB FlaE@ tDat Bou can Find in tDe ite.- TDi@ i@ a 3,eat EaB to 3et people to loEe, tDei, p,ice@- BB pointin3 out anB FlaE@, tDat .aAe@ tDe ite. @ee. liAe it i@ le@@ Halua6le tDan tDeB tDinA it i@- 9ou .i3Dt not ca,e a6out @c,atcDe@ o, tinB din3@, 6ut iF Bou to 3et tDe ite. Fo, tDe ,i3Dt p,ice, tDen Bou cannot let tDe. AnoE tDat*,o. tDe,e tDe @elle, @Dould tBpicallB .aAe a counte, oFFe, to Bou, FiHe dolla, oFFe,- IF tDeB @aB nine dolla,@, tDen Bou can @aB ei3Dt dolla,@ and p,o6a6lB 6e on Bou, EaB EitD Bou, neElB-pu,cDa@ed

?egotiating in Business

ite.- 9ou Eill DaHe @aHed tEo dolla,@ oFF oF tDe o,i3inal p,ice, and tDat i@ a 3,eat @ta,tW TDi@ i@ a @i.ple eKa.ple oF a ne3otiation- But EDat iF Bou a,e ne3otiatin3 on a Di3De, @cale--.ule Fum$er /wo Be p,epa,ed, and 6e p,epa,ed to 3iHe and taAe- TDat .i3Dt @ound liAe a dou6le u@e oF Eo,d@, 6ut EDat it .ean@ i@ tDat .u@t Fi,@t 6e p,epa,ed 6eFo,e Bou 3o into ne3otiation@- And, Bou .u@t 6e p,epa,ed to 3iHe @o.e in eKcDan3e Fo, @o.etDin3 el@e- In @ucce@@Ful ne3otiation@, 6otD @ide@ co.e out contented tDat tDeB DaHe 3otten EDat tDeB DaHe Eanted7et u@ @aB noE, tDat Bou DaHe 6een oFFe,ed a jo6, 6ut it i@ not eKactlB EDat Bou Eant- TDe paB i@ too loE, tDe Hacation ti.e i@ not enou3D, and tDe,e a,e not @icA daB 6eneFit@ in tDe pacAa3e deal eitDe,Sit doEn and E,ite eKactlB EDat Bou Eould liAe to DaHe in a pe,Fect jo6- NoE, Aeep in .ind tDat tDe pe,Fect jo6 onlB eKi@t@ on teleHi@ion, @o tDi@ li@t Eill 6e a li@tin3 oF tDin3@ Bou Eould liAe to ,eceiHeNoE, dete,.ine EDat Bou can do EitDout- NeKt, E,ite doEn tDe lea@t Bou Eill accept- TDat i@, tDe loEe@t a.ount oF paB, Hacation ti.e, @icA daB@, etc- Al@o E,ite doEn iF Bou Eant 6eneFit@ @ucD a@ @tocA option@ and otDe, 6eneFit@:e,e a3ain, EDen Bou ne3otiate, do not 6e aF,aid to a@A Fo, tDe Di3De@t a.ount- TDi@ i@ a 3ood @ta,tin3 point Fo, Bou- TDe p,o@pectiHe e.ploBe, Bou Eill 6e ne3otiatin3 EitD Eill DaHe a li@t in .ind too- NoE, Bou tEo ju@t DaHe to co.e to te,.@ EitD eacD otDe,- TDi@ i@ tDe pa,t EDe,e eacD oF Bou Eill 6e eKpected to taAe and to 3iHe- 9ou taAe le@@ paB, 6ut in ,etu,n Bou can a@A Fo, .o,e Hacation ti.e, Fo, eKa.pleI De o, @De oFFe,@ .o,e @icA daB@, 6ut le@@ paB, and @o on.ule Fum$er /hree )o not let tDe otDe, @ide Fool Bou- TDe,e a,e plentB oF p,ettB slic% *oes out tDe,e in tDe Eo,ld, and tDeB DaHe all Aind@ oF t,icA@ up tDei, @leeHe@- To Delp aHoid Fallin3 into tDei, t,ap@, taAe Bou, ti.e EDen ne3otiatin3- )o not ju.p at anB oFFe, ju@t 6ecau@e it @ound@ 3ood- TDinA a6out it ca,eFullB Fi,@tRepeat tDe oFFe, to tDe otDe, pe,@on in o,de, to He,iFB tDei, te,.@- Re.e.6e,, iF it @ound@ too 3ood to 6e t,ue, tDen it u@uallB i@W )o not li@ten to @tate.ent@ .ade 6B otDe, people tDat a,e intended to 6ullB Bou into .aAin3 a deal- )o not let tDe. conHince Bou EitD a @o6 @to,B eitDe,- No .atte, EDat, u@e Bou, 3ood jud3.ent and do not 6e @EaBed 6B tDei, tactic@In conclu@ion, AnoE EDat Bou Eant, 6e p,epa,ed, taAe Bou, ti.e, and do not 6e swayed by e.otional 3a.e@ tDat @o.e people Eill t,B to plaB- Be p,epa,ed to taAe a@ Eell a@ to 3iHe, and, eHen tDou3D cDance@ a,e a3ain@t Bou 3ettin3 tDe pe,Fect deal, at lea@t Bou can 3et a 3ood deal tDat Bou can liHe DappilB EitDW
?Dttp022nene-e@@o,t.ent-co.2DoEtone3otiateU,jHF-Dt.C

3& Co pre.ension
Summarize the main points o the te#t and present them to your colleagues. "#plain the words written in $old rom the te#t a$out negotiating.

4& %an)ua)e +ocus ;se ul phrases while negotiating+

Persuadin) Counter ar)uin) Concedin) 9ou .u@t ad.it tDatJ 9ou DaHe to a3,ee tDatJ )onSt Fo,3et tDatJ 7etS@ not Fo,3et tDatJ )onSt Bou a3,ee2 tDinA tDatJG EHen @o, J But @till, J Still, J NeHe,tDele@@, J But tDen a3ain, J All tDe @a.e, J In anB ca@e, J AnBEaB, J EHen iF tDat i@ t,ue2 @o,J 9e@, ISll 3o alon3 EitD tDatISll a3,ee EitD Bou tDe,eIS. Eillin3 to 3o alon3 EitD BouIn tDat ca@e, J <ell, BouSHe conHinced .e?@ee MattDeE@, Ma,ino "##!0 %C

Business Co

unication Topics

9& Spea0in)
%e$ate upon the ollowing+ (n some cultures a deal is not a deal unless $argaining is involved. /o win some concessions is considered a sign o your pro essionalism.

Test -our ne)otiatin) s0ills

"- )eFine ne3otiatin3- State EeatDe, it i@ t,ue ?TC o, Fal@e ?*C- In o,de, to DaHe a @ucce@@Ful ne3otiation p,oce@@ Bou @Dould0 6e ,i3idI itS@ a @i3n oF poEe, ,eject tDe Fi,@t oFFe, not .ind tDe tone oF tDe @peaAe, aHoid u@in3 tDe Eo,d ZneHe,S concent,ate onlB on tDe @peaAe,S@ Eo,d@ e.6a,,a@@ Bou, adHe,@a,B @u33e@t ti.e aEaB F,o. tDe ta6le to tDinA a6out option@ .aAe a@ .anB conce@@ion@ a@ po@@i6le Fo, tDe 6e3innin3 e.pDa@iMe tDe need to ,eacD an a3,ee.ent t,B to @ee tDe @ituation F,o. tDe otDe, pe,@onS@ pe,@pectiHe %- <Dat and DoE do Bou ne3otiate at a jo6 inte,HieEG '- Na.e @o.e @pecial ne3otiatin3 tecDniRue@ 8- 9ou a,e tDe .a,Aetin3 di,ecto, oF PTe,apiaQ pDa,.aceutical co.panB and Bou Eant to eKpand Bou, 6u@ine@@- Con@eRuentlB Bou Di,e an i.po,tant adHe,ti@in3 co.panB to adHe,ti@e Bou, p,oduct@ Fo, tDe neKt @iK .ontD@- Ne3otiate EitD tDe. tDe te,.@ oF p,oHidin3 tDei, @e,Hice@- U@e in Bou, i.a3ina,B dialo3ue a@ .anB Zne3otiatin3S eKp,e@@ion@ a@ po@@i6le-

L5III& INTERCU%TURA% ASPECTS OF BUSINESS COMMUNICATION

BASIC E7EMENTS Culture0 TDe EaB people in an a,ea HieE Du.an ,elation@Dip@A @Da,ed @B@te. oF @B.6ol@, 6elieF@, attitude@, Halue@, eKpectation@, and no,.@ Fo, 6eDaHiou,Cultural di++erences a++ect co unication in t8o aGor 8a-s1 diFFe,ence@ in 6odB po@ition@ and .oHe.ent@ diFFe,ence@ in attitude@ toEa,d Ha,iou@ Facto,@ oF Du.an ,elation@Dip@ ?ti.e, @pace, inti.acB, etc-C bod- positions and o,e ents Sittin32 DunAe,in3 Manne,@ oF EalAin3 Manne,@ oF co..unicatin3 EitD 6odB pa,t@ ?Dead, Dand@, a,.@, etc-C EBe .oHe.ent :and@DaAin3, toucDin3 S.ilin3 attitudes to8ard1 TIME ?e-3- punctualitBC SPACE ?e-3- di@tance 6etEeen inte,locuto,@C O)OURS ?e-3- 6odB odou,@C *RAN>NESS ?e-3- di,ectne@@ in ,elation@Dip@C RE7ATIONS:IPS ?e-3- ,ole@ and @tatu@0 inti.acB a.on3 people Ha,ie@, @upe,io,2@u6o,dinate ,elation@, Eo.en ,oleC 1A7UES ?attitude toEa,d Eo,A, e.ploBeee.ploBee ,elation@, autDo,itBC SOCIA7 BE:A1IOUR ?e-3- aFFection, lau3Dte,, e.otion, ani.ation di@plaBedC

?adapted F,o. 7e@iAa,, Petit, *latleB "##% and BoH\e, TDill "## C

Bu@ine@@ co..unication tecDniRue@ a,e aFFected 6B cultu,al diFFe,ence@I e-3- lette,-E,itin3 tecDniRue@ a,e not uniHe,@allB accepta6leI tDeBS,e ce,tain 6a,,ie,@ 6otD to E,itten and to o,al co..unicationCo..unication ac,o@@ cultu,e@ could 6e i.p,oHed 6B0 Eo,d p,oce@@in3 co..unication@ @oFtEa,e t,an@lation

'& Discussion
"#plain the language e4uivalency pro$lem as a cause o miscommunication (the huge num$er o languages used ) <333? their di erence in grammar and synta#, words with multiple meanings, di icult e4uivalency in translation) >hat can one do to overcome the language e4uivalency pro$lem(& Readin) .ead a$out the analysis o $usiness communication practices+ Sta++ Co unication& :oE i@ inte,nal co..unication @t,uctu,edG :oE Fo,.al o, inFo,.al i@ co..unication a.on3 e.ploBee@ o, 6etEeen e.ploBee@ and .ana3e,@G I@ co..unication p,edo.inantlB Do,iMontal o, He,ticalG <Dat a,e tDe co..unication netEo,A@ ?e-3- EDeel, cDain, ci,cle, all-cDannelCG <Dat lan3ua3e?@C do tDeB @peaAG :oE i@ pe,Fo,.ance ,eco3niMed o, encou,a3edG :oE do @taFF co..unicate ?<,itten co..unicationG O,alGC <Dat a,e tDe .o@t co..on 3en,e@ u@ed ?e-3- .e.o@, e.ail@, 6ulletin 6oa,d notice@, notice@ in paB enHelope@, p,o3,e@@ ,epo,t@, .eetin3@CG <Dat .edia a,e u@ed .o@t co..onlB ?Face-to-Face inte,action, e-.ail, p,int,

Business Co

unication Topics

etc-CG :oE a,e tDe@e co..unication p,actice@ inFluenced 6B tDe conteKt@ in EDicD tDe 6u@ine@@e@ ope,ateG Custo erCCo pan- Interaction- :oE do [email protected],@ inte,act EitD tDe @taFF and Hice He,@aG <Dat 3en,e@ a,e u@ed to .aintain [email protected], contact and to .ana3e [email protected], ,elation@ ?e-3- Face-to-Face 3,eetin3@, lette,@, e.ail@, notice@, .enu@, tent ca,d@ on a ta6le top, 6lacA6oa,d@CG :oE Fo,.al o, inFo,.al i@ co..unication 6etEeen [email protected],@ and @taFFG A,e tDe,e anB @tanda,d@ Fo, [email protected],co.panB inte,action@ ?e-3- @peciFic te.plate@, @peciFic 3,eetin3@, etc-CG :oE .ucD t,ainin3 do neE e.ploBee@ unde,3oG <Dat i@ tDe d,e@@ code ?iF anBCG <Dat i@ it intended to co..unicateG :oE a,e p,oduct@ o, @e,Hice@ co..unicated and p,o.oted to [email protected],@G :oE a,e tDe@e co..unication p,actice@ inFluenced 6B tDe conteKt@ in EDicD tDe 6u@ine@@e@ ope,ateG
?Dttp022EEE-education-.c3ill-ca2p,oF@2@ta,Ae-.eBe,,in32P,oject)e@c,iption-Dt.C

3& Co pre.ension
Select rom the te#t two 4uestions and give detailed answers.

4& %an)ua)e +ocus

SU$$ESTIN$<AD5ISIN$ Su))estions in,ol,in) t.e spea0er Su))estions to anot.er person SDall Ee2 EDB donSt Ee2 letS@ analBMe tDe .atte, noEG I @u33e@t Ee2 Ee @Dould2 Ee ou3Dt to de6ate tDe i@@ue noE<DB donSt Bou a@A Di. to leaHeG :oE a6out an@Ee,in3 tDei, Rue@tion@G I @u33e@t Bou2 ?I tDinAC Bou @Dould E,ite tDe ,epo,tI ?EouldC adHi@e Bou2 itS@ adHi@a6le to a@A Fo, DelpI ?EouldC ,eco..end a t,u@tFul coun@elo,TDe con@ultant adHi@ed u@ to i.p,oHe ou, t,ainin3:e ,eco..ended2 @u33e@ted ?tDatC Ee ?@DouldC Fini@D tDe ,epo,t i..ediatelB:oE a6out _Jin3G :oE a6out .aAin3 tDin3@ clea,G :e adHi@ed .e to i.p,oHe .B E,itin3 @Aill@I ,eco..end tDat Bou .aAe a p,e@entationI ,eco..end ?Bou to .aAeC a p,e@entation?@ee B,ie3e,, SEeeneB "##'0 !!C

Reported su))estions Ot.er constructions Ad,ice Reco endation

9& Spea0in)
Select a word with more than tree meanings and imagine you have to e#plain it to a oreigner. 1onsider the ollowing topics+ =o$ application, negotiating a $usiness, truth in advertising, womenDs chances o promotion. >hat are the prevailing attitudes in our culture toward them-

:& /ritin)
8ake the cultural pro ile o a .omanian, "nglish, 2merican, Aerman, :rench, Gapanese, etc. $usinessman. (denti y some o the common sources o misunderstanding that occur in written and oral intercultural communication. 8ake a list o some tips or handling intercultural $usiness communication more e ectively.

ANS/ER >E=
I& COMMUNICATIN$ IN BUSINESS (& '& Readin3 "-*, -A, %-G, '-C, 8-B, &-E, $-:8- - 7an3ua3e Focu@ accede X to co.plB EitD accept X to taAe acce@@ X ad.ittance allot X to di@t,i6ute 6o,n X 3iHen 6i,tD to co.ple.ent X co.plete a.ount, to 3o Eell EitD c co,,e@pondent X pa,tB in a diHo,ce @uit council X a panel oF people deFe, X to put oFF until late, di@c,eet X ca,eFul leHee X e.6anA.ent loatD X ,eluctant .ate,ial X @u6@tance .o,al X Hi,tuou@, a le@@on @Dea, X to cut @tationa,B X i..oHa6le EaiHe X to @et a@ide EeatDe, X at.o@pDe,ic condition@

eKceed X to 3o 6eBond eKcept X to eKclude eKce@@ X too .ucD a lot X .ucD o, .anB 6o,ne X ca,,ied o.pli.ent X to Flatte, co,e@pondent X lette, E,ite, coun@el X adHice, a laEBe, diFFe, X to 6e diFFe,ent di@c,ete X @epa,ate leHB X taK loatDe X to Date .ate,iel X eRuip.ent .o,ale X @en@e oF Eell-6ein3 @Dee, X tDin, @teep @tatione,B X pape, EaHe X a @Eell oF Eate,, a 3e@tu,e EDetDe, X iF
?@elected F,o. BoH\e, TDill "## 0 &"%C

8- %- 7an3ua3e Focu@ AdHice2adHi@eI late,2latte,, Fo,tD2Fou,tD, deHice2deHi@e, DoleB2DolB2EDollB, in@tance2in@tant@, lead2led, loo@e2lo@e, .ine,2.ino,, oHe,do2oHe,due, peace2piece, pedal2peddle, pe,@ecute2p,o@ecute, p,ecedence2p,ecedent@, p,incipal2p,inciple, ,ap2E,ap, ,e@idence2,e@ident@, ,i3Dt2,ite2E,ite, ,ole2,oll, tDan2tDen, tDei,2tDe,e2tDeBS,e, to2too2tEo II& PROFESSIONA% COMMUNICATION - Readin30 "-F, -t, %-F, '-F, 8-F, &-t, $-t 8- %- 7an3ua3e Focu@ Su))ested connections1 tDe i@@ue oF une.ploB.ent ?di@cu@@ion oF p,o6le. and @olutionC tBpe@ oF pe,@onal co.pute,@ aHaila6le Fo, @ale ?cla@@iFicationC DoE to u@e a di3ital ca.e,a ?illu@t,ationC a Fa.ou@ co.panB 3ot 6anA,upt ?cau@e and eFFectC adHanta3e@ and di@adHanta3e@ oF t,aHellin3 on 6u@ine@@ ?co.pa,i@on o, cont,a@tC 8- 'TDe calculation oF total eKpenditu,e, DoEeHe,, i@ not enti,elB a @t,ai3DtFo,Ea,d aFFai, eHen in p,inciple ?tDe @tati@tical p,o6le.@ oF [email protected], oF cou,@e, a,e He,B con@ide,a6leC- Ce,tain pitFall@ DaHe to 6e aHoi@ed, and in tDe p,oce@@ oF aHoidin3 tDe. tDe pu6li@Ded national inco.e [email protected]@ 6eco.e @o.eEDat co.plicated- It i@ o6Hiou@ tDat in calculatin3 a count,BS@ national inco.e via [email protected]@ oF total eKpenditu,e, onlB pu,cDa@e@ EDicD p,oHide inco.e Fo, @o.eone el@e in tDe co..unitB @Dould 6e included, EDile ca,e @Dould 6e taAen to @ee tDat no @ucD pu,cDa@e@ a,e eKcluded-

Business Co

unication Topics ?NeHin "#$"0 '#C

III& T=PES OF COMMUNICATION - Readin30 "-6, -a, %-62c, '-c '- 1oca6ula,B "-6, -a, %-d, '-a, 8-6, &-c, $-a, (-d, #-c, "!-aI5& COMMUNICATION ST=%ES '- "- 1oca6ula,B0 "C oF, - oF, %- @ucD, '- EitD2to, 8- in, &- 6ecau@e, $- in, (- 6etEeen, #- eitDe,, "!cDoice '-- - "- cDoppin3, - un,ea@ona6le, %- deHelope,@, '- pe,@uadin3, 8- 3ene,ate@ 8- - 7an3ua3e Focu@ alon3 tDe line@ oF [ liAe at tDe p,e@ent ti.e [ noE Fo, tDe pu,po@e oF [ Fo, Fo, tDe ,ea@on tDat [ 6ecau@e, @ince in acco,dance EitD [ 6B in tDe .eanti.e [ .eanEDile in tDe nea, Futu,e [ @oon in tDe nei3D6ou,Dood oF [ a6out in He,B FeE ca@e@ [ @eldo. in HieE oF tDe Fact tDat [ @ince, 6ecau@e on tDe 6a@i@ oF [ 6B on tDe occa@ion oF [ on EitD ,e3a,d to, EitD ,eFe,ence to [ a6out EitD a HieE to [ to 5& A5OIDIN$ DISCRIMINATION IN COMMUNICATION - Readin30 "-t, -t, %-F, '-F, 8-t, &-t, $-t'- 1oca6ula,B0 "- ?AC .ean@ t,eatin3, - ?)C p,i.a,B lan3ua3e, %- ?BC le@@ FaHo,a6lB tDan, '- ?BC on tDe jo6, 8- ?AC Rue@tion a,i@e@, &- ?AC tDe @a.e a@, $- ?AC Failu,e to p,oHide5I& EFFECTI5E %ISTENIN$ - Readin30 "-c, -a, %-d, 6-not needed '- 1oca6ula,B0 "-pa,apD,a@e, - He,6aliMin3, %- inte,action, '- eKpectation@, 8- .eanin3, &- ,eallB, $,eHealin3, (- inco,,ect, #- ca,eFul, "!- nonjud3.ental8- "- ReFo,.ulatin30 a& Student 8ill or)aniHe .is 8or0 so t.at .e can pass all classes& Re8rite1 Student Eill e@ta6li@D and .aintain a @B@te. Fo, o,3aniMin3 Di@ Eo,A and otDe, ,e@pon@i6ilitie@ @o tDat De co.plete@ ,eRui,ed Eo,A and a@@i3n.ent@ and tu,n@ tDe. in on ti.e (!] oF tDe ti.eb& PR e plo-ees 8ill increase co unication s0ills& T.e- 8ill also increase 8ritten lan)ua)e s0ills to 3rd )rade le,elNRE/RITES1 PR e.ploBee@ Eill inc,ea@e co..unication @Aill@ to nd 3,ade leHel- TDeB Eill de.on@t,ate E,itten lan3ua3e @Aill@ tDat include @pellin3 at nd 3,ade leHel, u@e oF co.plete @entence@, and co,,ect punctuation and capitaliMationc& Our sales a)ents 8ill pass all trainin) classesN& RE/RITE1 <itD .odiFication@ and a@@i@tance, ou, @ale@ a3ent@ Eill continue tDei, p,o3,e@@ EitD 6a@ic @Aill actiHitie@ in .a,Aetin3 and ne3otiatin3 cla@@e@ and i.p,oHe tDei, pe,Fo,.ance EitD p,o6le.-@olHin3 actiHitie@ in adHe,ti@in3 and p,oduct p,o.otion 6B applBin3 p,o6le.-@olHin3 tecDniRue@ to at lea@t one @ucD p,o6le. in tDei, cu,,ent actiHitB-

Answer =ey

5II& PRESENTATIONS - Readin30 "-c, -3, %-a, '-F, 8-6, &-d, $-i, (-D, #-j, "!-l, ""-A, .-not needed Inte,cultu,al a@pect@ - Readin30 "-c, -6, %-a '- 1oca6ula,B0 "-6, -d, %-a, '-6, 8-c, &-a, $-6, (-d, #-a, "!-c5III& COMMUNICATION AND RECRUITMENT - Readin30 "-C, -G, %-E, '-:, 8-B, &-*, $-), (-A '-1oca6ula,B 'Cjo6@eeAe,@, -attendin3, %-inFo,.ation, '-,ec,uit.ent, 8-i.p,e@@ion, &-application, $FolloEin3, (-3oHe,n.ent@, #-eHe,BEDe,e, "!-locationIL& /RITIN$ EMP%O=MENT DOCUMENTS Application lette, - "- Readin30 "-e, -6, %-d, '-F, 8-3, &-a, $-c'- "- 1oca6ula,B0 " date, M@ R, % inFo,.ed, ' looAin3 Fo,, 8 o,3aniMational, & 6acA3,ound, $ po@ition, ( enclo@ed, # eKpe,ience, "! candidate, "" @ale@, " ,e@ea,cDed, "% deHelop.ent, "' po@ition, "8 .eet, "& client@, "$ eKpe,ience, "( eFFectiHelB, "# Eelco.e, ! RualiFication@, " contact, leaHe, % 6e@[email protected] - *o,.at0 Na.e and add,e@@ 2 O6jectiHe 2 EKpe,ience 2 Education 2 Pe,@onal data 2 ReFe,ence@ 2 [email protected] @u6.itted in conFidence '- <,itin30 Tip@ Fo, E,itin3 tDe pe,Fect ,[email protected] ca,ee, o6jectiHe and @Aill@ @u..a,B a,e optional 6e a@ @peciFic a@ po@@i6le a6out EDat Bou Eant to do ?a 6,oad and FleKi6le 3oalC @u..a,iMe Bou, AeB RualiFication@ @tate tDe .o.ent EDen Bou a,e aHaila6le to @ta,t Eo,A

Education li@t all ,eleHant @cDoolin3 and t,ainin3 @ince Di3D@cDool, EitD tDe .o@t ,ecent Fi,@t ?na.e and location, de3,ee@ o, ce,tiFicate@ Bou o6tained, .ajo, Field@, Bou, 3,adepoint aHe,a3e, oHe,all o, in Bou, .ajo,, iF i.p,e@@iHe enou3D to li@tC li@t ,eleHant cou,@e@ in de@cendin3 o,de, oF tDei, i.po,tance li@t anB otDe, ,eleHant educational o, t,ainin3 eKpe,ience@ [email protected],@, Eo,A@Dop@C <o,A eKpe,ience li@t all ,eleHant Eo,A eKpe,ience li@t Full-ti.e and pa,t-ti.e jo6@ @tate tDe .ontD2 Bea, EDen Bou @ta,ted and leFt eacD jo6 p,oHide tDe na.e and location oF tDe Fi,. tDat e.ploBed Bou li@t Bou, jo6 title and de@c,i6e Bou, Function@ 6,ieFlB note on- tDe-jo6 [email protected]@ ?aEa,d@, etcC ActiHitie@, Donou,@, and acDieHe.ent@ li@t all ,eleHant unpaid actiHitie@ eKclude .ention@ oF ,eli3iou@ o, political aFFiliation@ OtDe, ,eleHant Fact@

Business Co

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li@t otDe, ,eleHant inFo,.ation .ention Bou, a6ilitB to ope,ate anB .acDine@, eRuip.ent, o, co.pute, @oFtEa,e u@ed in tDe jo6 Pe,@onal data o.it data tDat can 6e ,e3a,ded ne3atiHelB o, 6e u@ed to di@c,i.inate a3ain@t Bou o.it o, doEnplaB ,eFe,ence@ to a3e iF it could @u33e@t ineKpe,ience o, app,oacDin3 ,eti,e.ent de@c,i6e .ilita,B @e,Hice, iF ,eleHant li@t jo6-,elated inte,e@t@ and Do66ie@ ReFe,ence li@t tD,ee to FiHe ,eFe,ence@, o, oFFe, to @upplB tDe na.e@ on ,eRue@t ?p,oHide na.e, title, add,e@@, and telepDone nu.6e, <IT: tDe pe,@onS@ pe,.i@@ion to do @oC eKclude Bou, p,e@ent e.ploBe, iF Bou do not Eant Di.2De, to AnoE Bou a,e @eeAin3 anotDe, po@ition, o, add [email protected] @u6.itted in conFidenceQ at tDe top o, 6otto. oF tDe ,[email protected]?adapted F,o. BoH\e, TDill "## 0 (8C

E.ploB.ent docu.ent@ Some use ul tips or writing recommendations+ X include in Bou, lette, ,eleHant detail@ @ucD a@0 tDe Full na.e oF tDe candidate tDe jo62 6eneFit tDat tDe candidate i@ @eeAin3 EDetDe, tDe E,ite, i@ an@Ee,in3 a ,eRue@t o, taAin3 tDe initiatiHe tDe natu,e oF tDe ,elation@Dip 6etEeen tDe E,ite, and tDe candidate Fact@ ,eleHant to tDe po@ition o, 6eneFit @ou3Dt tDe oHe,all eHaluation oF tDe candidateS@ @uita6ilitB Fo, tDe jo6 Supple.enta,B inFo,.ation and actiHitie@ Oo6-inRui,B lette, X a lette, in EDicD Bou ,eRue@t an application Fo,. Application Fo,. X a @tanda,diMed data @Deet containin3 .ainlB tDe applicant@S RualiFication@ Application FolloE-up lette, X a @econd lette, .eant to Aeep Bou, File actiHe ReFe,ence@ [email protected] o, open lette, oF ,eFe,enceC22 Reco..endation lette, L& INTER5IE/S - Readin30 "-e, -3, %-a, '-i, 8-6, &-F, $-j, (-d, #-D, A-not needed%- Co.p,eDen@ion "- A,,iHe on ti.e- Int,oduce Bou,@elF in a cou,teou@ .anne,%- Read co.panB .ate,ial@ EDile Bou Eait'- :aHe a Fi,. Dand@DaAe8- 7i@ten&- U@e 6odB lan3ua3e to @DoE inte,e@t$- S.ile, nod, 3iHe nonHe,6al Feed6acA to tDe inte,HieEe,(- A@A a6out tDe neKt @tep in tDe p,oce@@#- TDanA tDe inte,HieEe,"!- <,ite a tDanA-Bou lette, to anBone Bou DaHe @poAen to'- "AeB0 "- a, - a@, %- on, '- to, 8- and, &- to, $- in, (- o,, #- not, "!- o,, ""- tDe, " - 6B, "%- Fo,, "'- alon3, "8- F,o.'- - 1oca6ula,B0 "- con@ide,, - p,oFe@@ional, %- po,ta6ilitB, '- ,eFe,ence@, 8- 6elieF, &- ne,Hou@ne@@, $Dea,tB

Answer =ey

LI& BUSINESS CORRESPONDENCE LII& COMMUNICATION /IT* PARTNERS )i@cu@@ion "-7ette,@ pe,Fo,. an i.po,tant pu6lic ,elation@ Function in addition to conHeBin3 a pa,ticula, .e@@a3e-StBle and tone a,e 3oHe,ned 6B tDe ,elation@Dip 6etEeen tDe E,ite, and tDe ,eade,%- TDe Fo,.at oF tDe lette, depend@ on tDe t,adition@ oF tDe o,3aniMation- "- Readin30 A-', B-", C- , )-%, E-8LIII& BUSINESS %ETTERS InRui,ie@ %- Co.p,eDen@ion0 a-8, 6-", c-', d-&, e- , F-%&- <,itin3 &- ")ea, M,- ; TDanA Bou Fo, Bou, lette, oFJ--<e Fond Bou, p,oject oFJJJJHe,B inte,e@tin3 6ut Fo, tDe .o.ent Ee cannot eKpand ou, 6u@ine@@ in tDi@ a,ea- :oEeHe,, ou, pa,tne, ope,atin3 in tDe Ea@te,n Eu,ope @ee.@ to 6e inte,e@ted in Bou, p,oject and Ee 3aHe tDe. tDe inFo,.ation Bou @ent u@- TDeB Eill co..unicate EDetDe, tDeB a3,ee EitD Bou, p,oject o, EDetDe, tDeB need @o.e eKt,a inFo,.ation in a EeeAS@ ti.eI 3iHe Bou tDei, add,e@@0JJJMeanEDile, a@ Fa, a@ I AnoE tDeB a@Aed Fo, tDe FolloEin3 detail@0 i@ tDe,e anB de.and on tDe .a,Aet Fo, tDi@ p,oductG i@ tDe,e an adeRuate la6ou, Fo,ce aHaila6leG EDat i@ tDe t,an@po,t @B@te. in tDe a,eaG )onSt De@itate to a@A Fo, tDei, co-ope,ation- <e a,e @u,e Bou Eill 6e content EitD tDei, @e,Hice@7ooAin3 Fo,Ea,d to Dea,in3 F,o. Bou9ou,@ FaitDFullB nnnnn ?na.eC &- - <,itin3 )ea, M, ; P,opo@ed JJJJJJJJ TDanA Bou Fo,JJJJJAFte, ca,eFul con@ide,ation Ee ,e3,et tDat Ee a,e una6le to Delp Bou inJJJJJJJJJ9ou, p,oject i@JJ--6ut Ee Fea, tDat ?in p,acticeCJJJJ:oEeHe,, iF Bou Eould liAe to ,econ@ide, tDe p,oject, Bou .i3Dt p,eFe, toJJJ-<e Eould 6e DappBJJJTDanA Bou a3ain Fo, Bou, inRui,B- SDould Bou decide to p,oceed EitD Bou, o,i3inal plan, Ee Eould liAe to Ei@D BouJJJJJ 9ou,@ @ince,elB 7ette, oF co.plaint "- %- )i@cu@@ion

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TDe 6a@ic p,inciple@ oF E,itin3 a lette, oF co.plaint a,e0 6e polite @tate clea,lB and FactuallB EDat i@ E,on3 @uppo,t Bou, clai. EitD docu.ent@I p,oHide a FullB detailed de@c,iption oF tDe p,o6le. i.plB tDat Bou, clai. Eill 6e .et a@ a .atte, oF cou,@e @u..a,i@e Bou, clai.- State clea,lB EDat Bou eKpect )ecide on tDe e.pDa@i@ Bou Eant to 3iHe )o Bou Eant to appea, tD,eatenin3, pleadin3, ,ea@onin3 o, ,ep,oacDin3G *ind @o.e EaB to HieE tDe p,o6le. a@ an Done@t .i@taAe- )onSt i.plB tDat tDe ,ecipient deli6e,atelB co..itted tDe e,,o, EKp,e@@ conFidence tDat tDe ,ecipient Eill 3,ant Bou, ,eRue@t - '- Readin30 A X %, B X ", C X 7ette, oF apolo3B and @ettle.ent "- conce,ned - con@ide,ation %- apolo3ie@ '- accidentallB 8- ci,cu.@tance@ &- placed $- un,ea@ona6le (- enclo@e #- ne3li3entlB "!- a@@u,ance Note0 anotDe, tBpe oF lette, oF apolo3B0 Letter o reconciliation- Read tDe eKa.ple 6eloE0 )ea, M, ; TDanA Bou Fo, Bou, lette, and tDe enclo@ed cDeRueI a. 3lad tDat tDe .atte, Dad to 3o no Fu,tDe,, and a. @o,,B tDe delaB Ea@ cau@ed 6B illne@@- IF I need to Di,e a ca, I Dope I .aB call on Bou, @e,Hice@ a3ain- 9ou .aB 6e inte,e@ted to AnoE tDat, de@pite tDe lo@t oppo,tunitie@, .B la@t Hi@it eHentuallB p,oHed Ruite @ucce@@Ful9ou,@JJJLI5& COMMUNICATION INSIDE T*E FIRM Me.o@ - - Readin3 a-&, 6-8, c-$, d- , e-%, F-#, 3-", D-', I-"!, j-(Minute@ - Readin30 'CT# (CF# 3CF# 4CF# 9CT# :CT# ;CF '- 1oca6ula,B0 "- ?BCin co.pliance EitDI - ?ACto E,ite and tBpe Fa@te,I %- ?ACa@ tDeB a,e @poAenI '?ACpDoneticallB @poAen Eo,d@I 8- ?CC.o,e co@t eFFectiHeI &- ?BCEill not 6e a6le $- <,itin30 TDe .o@t i.po,tant @tep@ oF attendin3 a .eetin3 and E,itin3 tDe .inute@ a,e included in tDe FolloEin3 teKt- Read it"- At @o.e point Bou, 6o@@ .aB a@A Bou to taAe .inute@ at a .eetin3- TDi@ ta@A i@nVt ,e@e,Hed Fo, @ec,eta,ie@ onlB- AnB pe,@on EDo attend@ a .eetin3 .aB 6e a@Aed to do tDi@- Since tDe .inute@ Eill @e,He a@ an oFFicial ,eco,d oF EDat tooA place du,in3 tDe .eetin3, Bou .u@t 6e He,B accu,ate- :e,e a,e @o.e pointe,@ to Delp Bou .a@te, tDi@ @Aill- Be ore the 8eeting- CDoo@e Bou, tool0 )ecide DoE Bou Eill taAe note@, i-e- pen and pape,, laptop co.pute,, o, tape ,eco,de,- MaAe @u,e Bou, tool oF cDoice i@ in Eo,Ain3 o,de, and DaHe a 6acAup ju@t in ca@e- U@e tDe .eetin3 a3enda to Fo,.ulate an outline-

Answer =ey

%- %uring the 8eeting- Pa@@ a,ound an attendance @Deet- Get a li@t oF co..ittee .e.6e,@ and .aAe @u,e Bou AnoE EDo i@ EDo- Note tDe ti.e tDe .eetin3 6e3in@- )onVt t,B to E,ite doEn eHe,B @in3le co..ent -- ju@t tDe .ain idea@- <,ite doEn .otion@, EDo .ade tDe., and tDe ,e@ult@ oF Hote@, iF anBI no need to E,ite doEn EDo @econded a .otion- MaAe note oF anB .otion@ to 6e Hoted on at Futu,e .eetin3@- Note tDe endin3 ti.e oF tDe .eetin3'- 2 ter the 8eeting- TBpe up tDe .inute@ a@ @oon a@ po@@i6le aFte, tDe .eetin3, EDile eHe,BtDin3 i@ @till F,e@D in Bou, .ind- Include tDe na.e oF o,3aniMation, na.e oF co..ittee, tBpe oF .eetin3 ?dailB, EeeAlB, .ontDlB, annual, o, @pecialC, and pu,po@e oF .eetin3- Include tDe ti.e tDe .eetin3 6e3an and ended- P,ooF,ead tDe .inute@ 6eFo,e @u6.ittin3 tDe.?Dttp022ca,ee,[email protected]@-Dt.C

Repo,t@ - Readin30 "-e, -c, %-F, '-d, 8-3, a-not needed '- 1oca6ula,B0 'C 6B# (C .aAe# 3C to# 4C a# 9C DoE# :C lie@# ;C tDat# ?C a,ound# @C Fu,tDe,# 'AC enou3D# ''C tDen# '(C on# '3C no,# '4C it# '9C Dea,dL5& BUSINESS REPORTS "- %- )i@cu@@ion TDe ,epo,t i@ a .ana3e.ent tool- Bou, ,epo,t i@ a docu.ent tDat leaHe@ Bou, cont,ol aFte, Bou DaHe E,itten it- It p,e@ent@ tDe inFo,.ation in @ucD a EaB tDat it Eill Delp tDe ,eade, @olHe tDe p,o6le.In a ,epo,t tDe inFo,.ation Bou p,oHide .u@t 6e accu,ate, co.plete, Done@t- - Readin30 Pu,po@e@ oF tDe ,epo,t0 "-6, -e, %-D, '-I, 8-F, &-c, $-d, (-3, #-a %- SpeaAin3 %- "- "-c, -d, %-a, '-e, 8-6%- - Con@ide, tDe FolloEin3 @tep@ ?BoH\e, TDill, "## 0 %$"C0 A& deFine tDe p,o6le.0 EDat need@ to 6e dete,.ined, EDB tDe i@@ue i@ i.po,tant, EDo i@ inHolHed in tDe @ituation, EDe,e tDe t,ou6le i@ located, EDen it @ta,ted, DoE tDe @ituation o,i3inatedI E,ite tDe @tate.ent oF tDe pu,po@e oF Bou, ,epo,t B& outline tDe i@@ue@ Fo, inHe@ti3ation0 6,eaA tDe p,o6le. into a @e,ie@ oF @peciFic Rue@tion@, a p,oce@@ called Facto,in3- )eHelop a lo3ical @t,uctu,e eitDe, 6a@ed on @u6topic@ ?in tDe ca@e oF inFo,.ational a@@i3n.ent@C o, @t,uctu,ed a,ound tDeo,ie@ tDat tDe ,epo,t E,ite, plan@ to p,oHe o, di@p,oHe du,in3 tDe inHe@ti3ation ?tDe analBtical a@@i3n.ent@C- O,3aniMe tDe @tudB u@in3 eitDe, tDe alpDanu.e,ic @B@te. ?I-I A- B-I "- -I a-, 6-C o, tDe deci.al @B@te. ?"-!-, "-"-, "- -, "- -"-, "- - -, -!-, -"-, -"-"-, -"- -, - -C C& p,epa,e a Eo,A plan0 it can 6e Fo,.al2 inFo,.al '- Repo,t E,itin30 U@eFul tip@ in E,itin3 a ,epo,t0 >hile writing the report have the ollowing 4uestions in view+ I@ .B .ain point ea@B to identiFB ea,lB in tDe ,epo,tG :aHe I ca,eFullB de@c,i6ed tDe p,ocedu,e@ u@edG :aHe I deFined unFa.ilia, o, tecDnical te,.@ and clea,lB eKplained neE concept@G :aHe I p,oHided a conteKt Fo, tDe ,e@ea,cD o, i@ .o,e 6acA3,ound inFo,.ation neededG :aHe I u@ed ta6le@ and Fi3u,e@ to ,ep,e@ent dataG :aHe I @u..a,iMed .B Findin3@G :aHe I E,itten clea,lBG :aHe I @taBed on topic tD,ou3Dout tDe ,epo,tG

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L5I& BUSINESS MEETIN$S - Readin30 "-c, -e, %-F, '-a, 8-d, &-6'- 1oca6ula,B0 "-c, -d, %-e, '-A,D, 8-F, &-3,l, $-n, (-F, #-l, "!-6, ""-j, " -o, "%-., "'-a, "8-i- Readin30 Meetin3 Tip@ Su..a,B )onVt Meet- AHoid a .eetin3 iF tDe @a.e inFo,.ation could 6e coHe,ed in a .e.o, e-.ail o, 6,ieF ,epo,tSet O6jectiHe@ Fo, tDe Meetin3- BeFo,e plannin3 tDe a3enda, dete,.ine tDe o6jectiHe oF tDe .eetin3- TDe .o,e conc,ete Bou, o6jectiHe@, tDe .o,e Focu@ed Bou, a3enda Eill 6eP,oHide an A3enda BeFo,eDand- 9ou, a3enda need@ to include a one-@entence de@c,iption oF tDe .eetin3 o6jectiHe@, a li@t oF tDe topic@ to 6e coHe,ed and a li@t @tatin3 EDo Eill add,e@@ eacD topic Fo, DoE lon3*olloE tDe a3enda clo@elB du,in3 tDe .eetin3A@@i3n Meetin3 P,epa,ation- GiHe all pa,ticipant@ @o.etDin3 to p,epa,e Fo, tDe .eetin3, and tDat .eetin3 Eill taAe on a neE @i3niFicance to eacD 3,oup .e.6e,A@@i3n Action Ite.@- )onVt Fini@D anB di@cu@@ion in tDe .eetin3 EitDout decidin3 DoE to act on itEKa.ine 9ou, Meetin3 P,oce@@- )onVt leaHe tDe .eetin3 EitDout a@@e@@in3 EDat tooA place and .aAin3 a plan to i.p,oHe tDe neKt .eetin3-

L5II& NE$OTIATIN$ IN BUSINESS '- %- SpeaAin30 do Bou, Do.eEo,A0 3atDe, inFo,.ation tDat @uppo,t@ Bou, po@ition con@ide, tDe otDe, pe,@onS@ need@0 @ee tDat tDe otDe, pe,@on 6eneFit@ too ,eDea,@e0 tDe .o,e Bou ,eDea,@e, tDe 6ette, Bou, pe,Fo,.ance Eill 6eI p,actice EDat Bou Eill @aB AnoE Bou, @t,en3tD@ and EeaAne@@e@0 .ini.iMe Bou, di@adHanta3e@ and .aAe tDe .o@t oF Bou, @t,on3 point@ @ea,cD Fo, .utuallB @ati@Facto,B @olution@0 looA Fo, co.p,o.i@e@ tDat ,e@ult in joint 3ain ,e@i@t tDe p,e@@u,e to caHe in0 ti.e p,e@@u,e ?TDi@ @ale end@ to.o,,oECI Fea, oF lo@@ ?AnotDe, [email protected], Eant@ it, 6utJCI eKt,e.e p,opo@al@ ?9ou .u@t 6e c,aMB to a@A Fo, d "!, !!! X 8, !!! i@ .B 6e@t oFFe,C AnoE EDat Bou Eant0 deFine Bou, 3oal@ &- 7an3ua3e Function@0 "-32c, -e, %-c23, '-FI 8-i2jI &-jI $-D2dL5III& INTERCU%TURA% ASPECTS OF BUSINESS COMMUNICATION

BIB%IO$RAP*=

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