38 Ene Modal verbs: can/could and should Modal verbs have the same form for all subjects. The negative form ends with n't and the modal verb goes before the subject (J, he, etc) in questions. + We use can to talk about present ability and possibility ean speak English and Spanish. (ability) He can’tfinish the work before he goes home. (possibility) + We use could to talk about future possibility and past ability. (Our shops could be empty next week. (future) Tcouldn’t speak to him yesterday. (past) We also use Can/Could I/we when asking for permission and making offers. We ‘use Can/Could you in requests. Can I leave early this evening? (permission) How can I help you? (offer) Could you sign this form for me? (request) + We use should to make recommendations, and to ask for and give advice. ‘The European Union should protect European industry. (recommendation) You shouldn't be rude to customers. (advice) ; 1 Look at the words in brackets in the table above. Write the correct word next to each sentence below. Can we use our dictionaries during the exam? permission Could you spell your surname, please? {can’t do any of these questions. They're too hard. You shouldn't stay up late the night before the exam, She could be the best candidate for the job. Icouldn’t speak to Mr Jones because he was in a meeting, Can I show you what to do? a How fast can you type? 2 Complete the sentences with can, can’t, could and couldn't. 1 You____smoke here. Ifyou smoke, the alarm goes off 2. I'mafraid Mrs Doriguez isn't available at the moment. ___you come back later, please? 3 ‘_____you read this dossier for tomorrow?’ ‘No, I'm sorry, |____ 4 Good morning, Johnson & Johnson, Thelp you? 5 Mr Jensen is not in at the moment. __I take a message? 6 1____ call you because the battery of my mobile was fat. 3) Work in pairs. Take turns as Student A and Student B in each of these situations. Student A: Choose one of the problems below. Tell your partner about it. ‘Student B: Listen to your partner's problem and give him/her some advice. + You have just sent an email full of spelling mistakes to an important client. + Your colleague is often late for meetings with suppliers and it reflects badly on the company. + Your boss can’t keep his records organised and it gives you lots of extra work. + You can’t speak any other languages, but you want to be promoted. + Your colleague is often away from his desk for long periods and you have to make excuses for him. + You never remember clients’ names and itis embarrassing. Students should attend all their classes. eeREET 4 whatacvicewoutdyougve someone who wa arranginga teleconference? 5 Read the article from an in-house magazine and check your ideas. business2business: global communication —_The person who calls the meeting is usually also the Teleconferencing is a great way to connect people who ‘moderator’. Before you speak, always say your name work in different parts of the world I's cheaper and “This is Stephanie’ ~ so that everybody knows who is quicker than face-to-face meetings, and people can _saying what. Silence on the phone ‘communicate more informally, siting in their offices or doesn't mean absence, Maybe ‘even working from home, someone is preparing a question If you want your teleconference to be effective, you or thinking of an answer. should plan it lke a face-to-face meeting First of al, And here is another tip. When find a date that’s convenient for everyone. Remember you're not speaking, press time differences, and be careful to specify the local time _ the ‘mute’ button so that of the virtual meeting: New York is five hours behind yOu can listen to who's London, so if you want a teleconference with someone talking, but the others in New York, the best time is probably after 2pm in won't hear your London. Limit the number of participants ~ managing @ background noises. teleconference with more than five people can be stressful. Before the meeting, send out the agenda so that everybody knows the topics for discussion. Send all participants the documents for the meeting, eres sence 6 Read the text again and choose the correct ending (A, B or C) for each sentence (1-4). 1 Teleconferencing i ‘A you want to work with people from different parts of the world. B you want o be effective in meetings. you don't have time for face-to-face meetings. jeal if 's 2pm in London, the time in New Yorkis B 9am. C 9pm. 3. Before anyone speaks, they should A say “This is Stephanie! B say the name of the person they want to talk to. C identify who they are. 4 Press the ‘mute’ button when A youare talking to the other people. B you want to listen to what people are saying, you are not participating in the teleconference. 7 Match words from A and B to make collocations from the article. A B 1 connect, the agenda 2 face-to-face differences 3 work teleconference 4 time people 5 manage meetings 6 send out aquestion 7 prepare from home 8 press the ‘mute’ button 8 Write questions with collocations. Then ask your partner the questions. How oft n do you have face-to-face meetings at work? MODULE 4 INTERNATIONAL BUSINESS | 39BUSINESS SKILLS Business communications On the phone Work in pairs. Read each phrase and decide who could say it - the person who makes the call (C) or the person who receives the call (R)? 1 Can Ihelp you? 8 I'l give it to you. 2 Can Leave him a message? 9 I'll pass your message on to ... 3. Can Isay that back to you? 10 I'm sorry, the line is busy. 4 Does she have your number? 11 Thisis..., of 5 I'd like to speak to... please. 12 Who's calling, please? 6 Til call back later. 13 Would you like to leave a message? 7 Mask... tocall youwhen she 14 I'mafraid is not in her office at the ets back. ‘moment. ‘Match what the receptionist says (1-6) with the caller's responses (A-F). Then practise saying the short exchanges with your partner. Receptionist Caller 1 Smith & Sons. Can I help you? A No thanks. I'll call back later. 2 Who's calling, please? B ‘Thankyou very much. Goodbye. 3 Can Itake a message? C Hello. 14 like to speak to Albie Smith, 4 Does he have your number? please. 5. I'msorry, The line is busy. D Can leave him a message? 6 T'lask him to call you when he gets It’s Jane Bowman of Bowman's back. Builders. F T'llgiveitto younow. @ 4; Listen to the telephone conversation between Jane Barrett of Bryant & Sons and the receptionist at Wates’ Office Supplies. Underline the objects that Jane mentions. .%, printer cartridges 4 WATES’ Office Supplies pencils pens: envelopes Paper diaries @ 43 Listen to the conversation again. Complete the order form with the correct, letters and numbers. Quantity Description Model 3 (a) boxes of _____ paper wo printer cartidges (©). boxes of pencils o boxes of pens Tol: 0573 -(f) _5 Work in pairs. Practise the telephone conversation, following the prompts. Fisk to speak to Raj Kahn. Explain that your order has arrived and it is wrong. You ordered: four diaries, three packets of envelopes, and two printer cartridges. You received: one diary, six packets of envelopes, and one printer cartridge. The printer cartridge ¥— was the wrong one. Fo Code: Hu530 Fo Code: HPC 3903 A ¥— Give your number. FH the number is correct, say 50. ‘Thank the receptionist. Say goodbye. Dealing with complaints 6 Read this section of a letter from a customer to Mr Raj Kahn. What is the main purpose of the letter? Choose from the following. A toreturn an order This is similar to the bal a B tocomplain about the non-arrival ofan order the Writing Test. You C tocancel an order have to write a " _ response toa short Dear Mr Kahn, communication. Don't | 1am writing to complain about our stationery onder of 12h March, Following my telephone conversation to your office on 2Ist March, I expected to receive the correct goods. However, that was a week ago and we are still wating for delivery. Could you please assure me thatthe order will be sent correctly and as soon as possible? If not, we will be forced to look for another supplier in the Future. Yours sincerely, information in your | oan wont |_ nee 7 Reply to the customer, apologising for the problems and giving an explanation. Offer the customer a discount of 5 per cent on the order. Write 60-80 words. Useful language apologise for . We had a problem with... Please accept my apologies for... would like to offer... I would like to apologise for can offer . Unfortunately... Please accept ‘The problem was due to... MODULE 4 BUSINESS COMMUNICATIONS | 41