COMMERCIAL ENGLISH 1) How to write your CV 2) Documents 2.1.) Commercial English Letters instructions and examples 2.2.

.) Business Letters & Vocabulary 2.3.) Commercial English Vocabulary 3) Talking Business 3.1.) Telephone 3.2) Meetings 3.3.) Presentations 3.4.) Negotiations 4) Commercial English Vocabulary

1) How to write your CV

BBC News explains how to get a head start in the job hunting race and make sure your CV is up to scratch. Your curriculum vitae is the single most important weapon in your armoury when it comes to job hunting. A prospective employer will often make a snap judgement the second they read it and even the most qualified people on the planet can find themselves rejected if the resume fails to come up to scratch. So how can you give yours the edge? Avoid making it too fancy and complicated. You only have about five seconds to grab the attention - if it is too clever and unreadable it will go in the bin. Don't try to make jokes and never slag off previous employers. CV length There are no set rules governing the length of your CV - this will be decided on your career history, education and achievements. If possible try to keep it to one page, but if this looks too cramped then feel free to spread it out over two sheets. Everyone has a different theory when it comes to CV design. Don't get too bogged down over this, just make sure everything is clearly marked. Include your career progression, education and achievements prominently so your prospective employer doesn't have to search. Remember to include Career history Skills and strengths Awards and achievements Contact details Here is a basic format: Start off with your name, address and contact details clearly listed at the top of the page. Follow this with a profile of yourself which should include an outline of your skills, experience and immediate career goals. After this you can put in your career history - in reverse chronological order over the past 10 years - with brief descriptions of your responsibilities and achievements. Then comes education, interests/personal details and references. Stick to the truth Make sure it is printed on good quality A4 size paper and never attach extra documents, letters or certificates - save these for the interview. Read and re-read your CV, and then ask a friend or family member to read it as well. Make sure there are no spelling errors or coffee stains as these will be fatal.

It might sound obvious, but be truthful. Never try to smudge dates and jobs to hide periods of unemployment. The most basic of checks will expose your deceit and ruin any chance of getting the job. Follow all instructions on the job advert. If they want four copies of your CV then you should send four. It is also vital to get it in on time. The covering letter should be customised for each job you apply for as this is your chance to tailor your skills to the demands required. Story from BBC NEWS: http://news.bbc.co.uk/go/pr/fr/-/2/hi/business/2950896.stm Published: 2005/10/03 12:11:54 GMT BBC MMIX

2) Documents
2.1. Commercial English Letters Instructions and Examples
You write to an unknown firm/person (BE) (AE) How to begin the letter Dear Sir/Madam (BE) (AE) Dear Sir or Madam (BE) (AE) To whom it may concern (AE) a woman whose name you don't know How to end the letter Yours faithfully (BE) Yours truly (AE) Truly yours (AE) Yours faithfully (BE) Dear Madam (BE) (AE) Yours truly (AE) Truly yours (AE) Yours faithfully (BE) a man whose name you don't know Dear Sir (BE) (AE) Yours truly (AE) Truly yours (AE) Yours sincerely (BE) a person whose name you know Dear Mr/Mrs/Ms Fisher (BE) (AE) Very truly yours (AE) Sincerely (yours) (AE) (With) Best wishes (BE) (AE) Yours (BE) a person you know personally Dear Ann/John (BE) (AE) Love (BE) All the best (AE) Kindest/Best regards (AE)

Business Letters Instructions Dear Sir or Madam: (use if you don't know who you are writing to) Dear Dr, Mr, Mrs, Miss or Ms Smith: (use if you know who you are writing to, and have a formal relationship with - VERY IMPORTANT use Ms for women unless asked to use Mrs or Miss) Dear Frank: (use if the person is a close business contact or friend)

The Reference With reference to your advertisement in the Times, your letter of 23 rd March, your phone call today, Thank you for your letter of March 5 th . The Reason for Writing I am writing to inquire about apologize for confirm Requesting Could you possibly? I would be grateful if you could Agreeing to Requests I would be delighted to Giving Bad News Unfortunately I am afraid that Enclosing Documents I am enclosing Please find enclosed Enclosed you will find Closing Remarks Thank you for your help Please contact us again if we can help in any way. there are any problems. you have any questions. Reference to Future Contact I look forward to ... hearing from you soon. meeting you next Tuesday. seeing you next Thursday.

The Finish Yours faithfully, (If you don't know the name of the person you're writing to) Yours sincerely, (If you know the name of the person you're writing to) Best wishes, Best regards, (If the person is a close business contact or friend) Sample Letter Here is a sample letter using some of these forms: Ken's Cheese House 34 Chatley Avenue Seattle, WA 98765 Tel: Fax: Email: kenny@cheese.com October 23, 2006 Fred Flintstone Sales Manager Cheese Specialists Inc. 456 Rubble Road Rockville, IL

Dear Mr Flintstone: With reference to our telephone conversation today, I am writing to confirm your order for: 120 x Cheddar Deluxe Ref. No. 856 The order will be shipped within three days via UPS and should arrive at your store in about 10 days. Please contact us again if we can help in any way. Yours sincerely, Kenneth Beare Director of Ken's Cheese House

Example of a formal letter MICHAEL WARRENS LTD - 78 Court Street - Nottingham - UK Mrs Sara Fisher Manager 18 St. James Avenue Bournemouth HB3 4LN Our ref: US / HK 1082 Your ref: SP / T Dear Mrs Fisher, Your order We are pleased to acknowledge your order no. 202 dated 1st October 2001. Your order is already dealt with. We will inform you when the consignment is ready for delivery. Please do not hesitate to contact us if you require further information. We thank you for your custom and again look forward to being of service to you in the future. Yours sincerely, M Warrens (Mr) Enc

4th October 2004

The envelope The position of the address is the same like in the letter. Steet, Road and Avenue can be written in abbreviations (St), (Rd) (Av). The postcode/zip code you write under the town Write the name of the country in CAPITAL LETTERS. Example: Mr Michael Warrens Software 78 Court St Nottingham WQ1 6P0 UNITED KINGDOM

In the corner top left you can find the following phrases: Air Mail Confidential Express Fragile Please forward Postage paid Printed Matter Private/Personal Registered Sample To be called for Urgent

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2.2.) Business Letters & Vocabulary

2.2.1.) Booking a room A) Writing the first letter Dear Sir/Madam, I would like to book a double room for the month of August 2002. I need an air-conditioned room with bath and shower which faces the sea. I should be grateful if you would confirm my booking as soon as possible. Please give me an indication of your rates per night including full board. Should you have no vacancies please could you give me the address of a suitable hotel in your area?

Yours faithfully, Jennifer O'Brian Useful phrases I would like to book ... I am looking for a suitable hotel near the station. to book/to reserve Have you reserved seats for the concert? to hire a car I would require ... I would be grateful ... Could you supply me with a warm blanket? for the week/month of ... for three weeks from 14th May for this/coming/next month from 20th July onwards a room with bath and shower a room with a child's bed a room with bath and shower

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an air-conditioned room a room which faces the sea I would be grateful if you would confirm this reservation. Please answer as soon as possible. I would be grateful for an indication of your rates. - including full board - including half board - breakfast/evening meal Bed & Breakfast Should you have no vacancies ... to book a room at the Sea Hotel

B) Confirming a reservation Dear Mrs O'Brian, Thank you for your letter of 5th April 2002. We are pleased to confirm the accommodation you describe for the month of August 2002. We enclose a short description of how you reach our hotel. We look forward to your stay with us. Yours sincerely, Nick Webster Reservations Manager Encl. Useful phrases With reference to your inquiry of 5th April 2002 ... We are writing to confirm ... Enclosed is a cheque of 200 to cover the deposit. to confirm availability of ... a description how to reach the airport

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C) Refusing a reservation Dear Mrs O'Brian, Thank you for your letter of 5th April 2002. We regret to inform you that we are fully booked throughout the month of August 2002. May I suggest you contact the Kings Hotel (address below) who may be able to offer you suitable accommodation and rates for the period you require? I am confident you will find the hotel to your total satisfaction. The address: King's Hotel ... Dorset We remain at your service for any future bookings you might wish to make. Yours sincerely, Nick Webster Reservations Manager Useful phrases We regret to inform you that ... to be fully booked Unfortunately ... I am afraid May I suggest ... We suggest you contact one of the other hotels in the area.

2.2.2.) Appointments Appointments With reference to my letter of ... We refer to our letter of ... I am due to/ I am to ... I hope to/ I intend to ... It may have come to your attention that ... We are pleased to inform you that ...

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Should this not be convenient for you ... I would be pleased to ... I would be glad/ grateful for ... Would you kindly reply ... ? Please confirm whether/if ... Please inform me ... We look forward to hearing from you soon. With reference to your letter of 12th May 2002. This is to confirm the appointment we made on ... I regret to inform you that your delivery will be delayed. I am afraid I will not be able to keep the appointment I made for Friday 17th June. Date: three possibilities: As mentioned in my letter of 22nd October. As mentioned in my letter of October 22. As mentioned in my letter dated October 22nd whether/if if: is a condition whether: leaves an alternative This text was written by Ulrike Schroedter.

2.2.3.) Costs Costs We are pleased to submit you a detailed quotation. We have the pleasure in enclosing our most recent catalogue. The initial order is subject to a discount of 15%. We can make you a firm offer of ... Your ordered goods are out of stock, but we can offer you a substitute. Prices are subject to change without notice. The goods come with a two-year guarantee.

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Our terms of payment are as follows: quarterly/monthly payment. We can allow you a three months' credit. Under separate cover you will receive a credit note for the sum of 1.000.

2.2.4.) Delivery Delivery Delivery will take three weeks. The items are in stock and should be ready for dispatch by next Wednesday. We will dispatch the goods on Tuesday by air freight. Please note the address of our office. Order no. 2113 will be ready for delivery as from 24th August 2002. We are afraid to tell you that we are unable to deliver your order. The documentation requested has been sent to you by registered post. by messenger/by courier

2.2.5.) Faults and complaints Faults and complaints The goods we ordered on 11th March have not arrived. We regret to inform you that our order no.2244, which should have been delivered by 3rd November, is now considerably overdue. Our consignment of 100 computers was stolen in transit. Mr Boyle is extremely concerned at ... We have marked the delivery slip accordingly. Please arrange for reimbursement of the value of the damaged goods. I should like to query the charge for packing which seems unusually high. We are sorry to hear that the goods are damaged.

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2.2.6.) Information Information I was given your name by Mr Fisher. We are interested in your samples. I was interested to hear/know/see that ... There is much demand for ... Would you kindly send us model 4DC ? We would be grateful for further details about your offer. Please let us know the current freight rate for sea/rail /air/ road transport. In addition I would like a valid price list. Would your company be able ...? Please get in touch with our secretary, Mrs Barnes. Please reply without delay/by return of post

2.2.7.) Orders Orders Thank you for your quotation of JUNE 1st 2002. We are pleased to place an order with you for 200 MCF computers. Please send us the undermentioned goods. We should be grateful for delivery by 26th September 2002. Please quote number 234.559 on all correspondence. Please confirm receipt of the order. Your prices are not competitive enough. We have therefore decided not to place an order with you. Our order no. 100.334 has not yet been delivered. Please submit a quotation for a substitute. We should like to cancel our order no. 778.001. We are pleased to acknowledge your order of 1st July 2001.

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Our dispatch department is processing your order. Delivery will be made by 6th July 2001. We will require two weeks to process your order. The goods are no longer in stock/out of stock/no longer available. However, we can offer you a substitute. I am afraid your order has gone missing.

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3) TALKING BUSINESS
Introduction This small guide gives you useful language and phrases to improve your communication skills in English in different business situations. Module 1: Telephone 1.1. Connecting 1.2. Messages 1.3. Wrong number 1.4. Appointments 1.5. Flights 1.6. Language Expert Module 2: Meetings 2.1. Agenda setting 2.2. Interruptions 2.3. Agreeing and disagreeing 2.4. Any other business 2.5. Language Expert Module 3: Presentations 3.1. Opening 3.2. Body 3.3. Questions 3.4. Tips 3.5. Language Expert Module 4: Negotiations 4.1. Tricky conversations 4.2. Resolving difficulties 4.3. Asking for a pay rise 4.4. Difficult clients 4.5. Language Expert

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Module 1: Telephone
1.1.) Language expert Introduction A lot of people find it difficult to make phone calls in a foreign language and that's understandable. You can't see the person you are talking to, their voice might be unclear, and you might find it difficult to find the right words. Multi-word verbs One thing you can do to improve your telephone skills is to learn some of the multi-word verbs that are commonly used in telephone conversations. Most of them are featured in this module. Hold on means 'wait' and hang on means 'wait' too. Be careful not to confuse hang on with hang up! Hang up means 'finish the call by breaking the connection' in other words: 'put the phone down.' Another phrasal verb with the same meaning as hang up is ring off. The opposite of hang up / ring off is ring up if you ring somebody up, you make a phone call. And if you pick up the phone, (or pick the phone up) you answer a call when the phone rings. "Hang on a second..." If you are talking to a receptionist, secretary or switchboard operator, they may ask you to hang on while they put you through put through means to connect your call to another telephone. With this verb, the object (you, me, him, her etc.) goes in the middle of the verb: put you through. But if you can't get through to (contact on the phone) the person you want to talk to, you might be able to leave a message asking them to call you back. Call back means to return a phone call and if you use an object (you, me, him, her etc.), it goes in the middle of the verb: call you back. Level of formality Another thing to think about when talking on the telephone is formality. It's important to use the right level of formality if you are too formal, people might find it difficult to feel comfortable when they talk to you. On the other hand, if you are too informal, people might think you are rude! Generally speaking, if you are talking to someone in a business context, you should use could, can, may or would when you make a request: 'Could I speak to Jason Roberts, please?' 'Can I take a message?' 'Would next Wednesday be okay?'. You should also use please and thank you or thanks very much whenever you ask for, or receive, help or information. It's important to show politeness by using words like would, could, please, thank you etc. But it's also okay to use some of the features of informal/spoken English - short forms, phrasal verbs and words like okay and bye - in other words - everyday English! So phrases like I'm off to a conference..., no problem, bye! and hang on a moment and I'll

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put you through are perfectly acceptable, as long as the overall tone of the conversation is polite. One last tip - it's better to ask for help or clarification when you're having a telephone conversation, than to pretend you understand something that you didn't. It's perfectly acceptable to use phrases like 'Could you repeat that, please?' 'Could you speak a little more slowly, please?' and 'would you mind spelling that for me please?' Using phrases like these will help make sure that you have a successful phone call, and may save you from lots of problems later on. You could always say that the line's very bad today if you can't hear very well. And it's also a good idea to practise words, phrases and vocabulary before you make the call!

1.2.) Connecting Introduction This section features phrases you might hear when you telephone a company hoping to talk to someone. Think Imagine you are calling a company and want to speak to someone who works there. Can you think of any phrases you might use, or that you might hear? Understanding Check your understanding by reading the scripts below: Michelle: Hello, you've reached the marketing department. How can I help? Male: Yes can I speak to Rosalind Wilson, please? Michelle: Whos calling please? Male: Its Richard Davies here Michelle: Certainly. Please hold and Ill put you through. Male: Thank you. Michelle: Hello, marketing. How can I help? Male: Could I speak to Jason Roberts please? Michelle: Certainly. Who shall I say is calling? Male: My names Mike Andrews. Michelle: Just a second - Ill see if hes in. Hello, Jason, Ive got Mike Andrews on the phone for you ... OK - Ill put him through. Hang on a moment, Im just putting you through. Useful Phrases How can I help? Can I speak to , please? Whos calling, please? Please hold Ill just put you through Could I speak toplease? Who shall I say is calling? Just a second

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Ill see if hes in Ive got ..on the phone for you Hang on a moment

1.3.) Messages Introduction In this section we'll learn some phrases you might hear if the person you wish to speak to is busy. Think Imagine you work as a receptionist and you receive a call for someone who isn't there. What might the caller say, and what would you say in reply? Understanding Check your understanding by reading the script below: Claire: Hello, finance department Female: Hello, can I speak to Adrian Hopwood, please? Claire: Im afraid hes in a meeting at the moment. Can I help? Female: No I need to talk to Mr Hopwood, I think. What time will he be out of the meeting? Claire: In about an hour. Can you call back later? Female: Okay, Ill do that. Claire: Or can I take a message? Female: Actually, would you mind? Could you tell him that Jennifer McAndrews called and that Im in the office all day if he could call me back. Claire: Can I take your number, please? Female: Yes, its 5556872. Claire: 5556872. Okay, Ill make sure he gets the message. Female: Thanks very much for your help, bye! Claire: Goodbye!

Useful Phrases Can I speak to , please? Im afraid hes in a meeting Can I help? Can you call back later? Can I take a message? Could you tell him that Can I take your number, please? OK, Ill make sure he gets the message 1.4.) Wrong number Introduction If you dial the wrong number it can be confusing and embarrassing. But how do you find out that you've made a mistake? And how can you check to be sure? Think

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Imagine you've dialled the wrong number. What might the person who answers your call say? What would you say in reply? Understanding Check your understanding by reading the scripts below: Male: Hello, this is the press office.

Michelle: Rachel Allsop please. Male: Im sorry, You must have the wrong number. Theres no-one of that name here. Michelle: Oh. Can I check the number Ive got. is that not 5568790? Male: No, its 5558790. Michelle: Oh sorry about that. I must have dialled the wrong number. Male: No problem! Bye! Male: Ruth: Male: Ruth: Male: Ruth: Male: Ruth: Hello, press office, can I help you? Hello. Paul Richards, please. Im sorry, youve got the wrong number, but he does work here. Ill try and put you through. In future his direct number is 5558770. Did I not dial that? No you rang 5558790. Oh, sorry to have troubled you. No problem. Hang on a moment and Ill put you through to Pauls extension. Thanks.

Useful Phrases You must have the wrong number Is that not 556 8790? No, its 555 8790 Sorry about that I must have dialled the wrong number Can I help you? Im sorry, youve got the wrong number Ill try and put you through His direct number is Sorry to have troubled you

1.5.) appointments Introduction Making an appointment can be complicated if two people are very busy. How do you find a time that is convenient for both of you? Think Once again, imagine you are making a telephone call. This time you are arranging an appointment to see someone. What phrases might you use or hear? Understanding Check your understanding by reading the script below:

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Michelle: Mr Hibberds office! Peter: Hello, can I speak to Brian Hibberd, please? Michelle: Im afraid hes in a meeting until lunchtime. Can I take a message? Peter: Well, Id like to arrange an appointment to see him, please. Its Peter Jefferson here. Michelle: Could you hold on for a minute, Mr Jefferson. Ill just look in the diary. So whens convenient for you? Peter: Some time next week if possible. I gather hes away the following week. Michelle: Yes, thats right, hes on holiday for a fortnight. Peter: Well, I need to see him before he goes away. So would next Wednesday be okay? Michelle: Wednesday . let me see . he's out of the office all morning. But he's free in the afternoon, after about three. Peter: Three o'clock is difficult. But I could make it after four. Michelle: So shall we say 4.15 next Wednesday, in Mr Hibberd's office? Peter: Yes, that sounds fine. Thanks very much. Michelle: Okay, then. Bye. Useful Phrases Can I speak to Brian Hibberd, please? Im afraid hes in a meeting Id like to arrange an appointment Ill just look in the diary Whens convenient for you? Would next Wednesday be OK? Hes free in the afternoon after about three I could make it after four So shall we say 4.15 next Wednesday? 1.6.) Flights Introduction Modern business often involves international travel. When booking a flight, what questions do you need to ask? Think Imagine you are booking a flight and a hotel over the phone. What words and expressions do you use? Understanding Check your understanding by reading the script below: Dolores: Hello! Dolores speaking Tim: Ah yes, hello. Id like to enquire about flights to Hong Kong from Kennedy Airport in New York, please. Im off to a conference at the end of the month - Thursday 22nd until Tuesday 27th. Could you tell me about the flight availability and prices? Dolores: Certainly. Do you want to go economy, business or first class? Tim: Well, Id like to go first class, but unfortunately Ill have to go economy company rules, you see.

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Dolores: Yes, sure, I understand. How many of you will be travelling? Tim: Ah, its just me. Dolores: Okay, so thats one seat economy New York - Kennedy to Hong Kong Airport. Tim: And how much will that be? Dolores: Let me see to qualify for the discount rate, you need to stay over a Saturday, which you are doing Yes, thatll be $830. Tim: Right, and does that include airport tax? Dolores: No, tax is another $70 on top of that. Tim: Okay. Can I book that, then? Dolores: Certainly. Dolores: Can I help you with anything else? Tim: Yes, I'd like to book a hotel room too, for the full five nights. Could you check if the Regency Hotel has any rooms free? Dolores: Yes, they do. Tim: And is there a discount rate for conference delegates? Dolores: Yes, there is. I think it's 10% but I can check that for you. Tim: Okay, do you mind if I book it provisionally for now and I'll call you back later to confirm? I just need to check one or two details. Dolores: That's fine, sir. Can I help you with anything else? Tim: No, that's all for now. As I said, I'll call you back. Useful Phrases Id like to enquire about flights Could you tell me about the flight availability? Do you want to go economy, business or first class? How many of you will be travelling? Does that include airport tax? No, tax is another $70 on top of that Can I book that, then? Id like to book a hotel room Could you check if the hotel has any rooms free? Is there a discount rate? Do you mind if I book it provisionally? Ill call you back later to confirm

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Module 2: Meetings
2.1.) Language expert Introduction Meeting style and etiquette can change from country to country, company to company, and even from meeting to meeting, but generally speaking, it is important to be polite in meetings, even if the meeting is quite informal in tone. Politeness If you are interrupting or disagreeing with people, it is even more important to be polite: your views are more likely to be respected if you present them in a professional and nonconfrontational (non-argumentative) way. There are several ways to make what you say sound more polite and less confrontational:

BBC Learning English TeamUse 'can' or 'could'. In unit 4, John says; 'Sean, can I just ask you?' In Unit 1, Alex says 'If you could go through them in order' Both expressions above are more polite than simply saying 'I want to know' or 'Go through them in order' Use 'would like' In unit 2, Tim says 'I'd like to be with other editors' In unit 3, Will says 'I would like to be able to show her drawings' This sounds much more polite than 'I want' Say 'sorry' In unit 2, Tim says: 'I'm sorry, but I really strongly disagree' In unit 4, John says: 'Sorry to hold the meeting up' This is a very common way to 'soften' what you say. Tim and John are not really apologising for what they say - using 'sorry' is telling the listener: 'I'm going to say or do something you might not like, so please dont get upset'. Use 'just' In unit 2, Sean says: 'I just wanted to see' In unit 4, John says; 'Sean, can I just ask you?'

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The word 'just' gives the listener a message that you are not asking them to deal with something difficult or time-consuming; that it is not going to be a problem.

The BBC Learning English Team in action Use 'I think' or 'I feel' In unit 4, John says: 'I do feel quite strongly that we're bringing this out too soon' and Carrie says 'I dont think weve got any choice' These phrases have the effect of softening what they are saying, by presenting their ideas as opinions, not orders or instructions. Acknowledge people In unit 1, Alex says; 'Okay everybody, .' 'as you can see' In unit 2, Tim says; 'Yeah Sean, .' It's important to acknowledge the other people in the meeting, by using their names, or words like 'you', 'we', 'everybody', 'my colleagues' etc. If you dont use these words and expressions, you may give people the impression that you are rather detached and/or authoritarian. Preparing for meetings Participating in meetings which are conducted in a foreign language can be nervewracking people may speak very quickly, they may use words that you do not understand, they may have strong accents, or they may talk about topics which are outside your area of expertise. All these factors can make meetings difficult, but if you prepare for meetings by studying the agenda, researching the topics that are likely to be discussed, and preparing vocabulary that you think you might need during the meeting, you will feel more confident and your performance in the meeting will be better. 2.2.) Agenda setting Introduction This module focuses on the language of meetings, which are central to business communication. Most meetings have an agenda - a list of matters to be discussed in the meeting. When you decide what to talk about in the meeting, you 'set the agenda'. The person in charge of the setting the agenda and running the meeting is the 'chairperson'. Think

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Imagine that you are the chairperson in a meeting. It is the start of the meeting and you are telling your colleagues about the items on the agenda. What phrases might you use? Understanding Check your understanding by reading the scripts below: Clip 1 Sarah: Right then, Alex, lets get down to business. On the agenda today for our public relations meeting are the research project, the launch of the website, the timeline for press releases, and the secretary of the year award. Are you quite happy with those points? Alex: Yeah, thats fine. If you could go through them in order, thatd be great. Clip 2 Alex: Okay everybody, thanks for coming. Let's keep this meeting fairly brief, really just a couple of things on the agenda. First of all, as you can see, the news on the book re-launch; and secondly, the office move; and finally, we'll have a little bit of time for any other business. Useful Phrases On the agenda today Okay everybody, thanks for coming Just a couple of things on the agenda If we could go through them in order Right then lets get down to business First of all Secondly And finally Let's keep this meeting fairly brief Any other business 2.3.) Interruptions Introduction In business meetings it is sometimes necessary to interrupt a speaker. This is possible but it should be done politely. We'll be looking at some ways you can do this. Think Imagine that you are in a meeting, and you want to interrupt to ask a question or make a comment. How might you do it? Understanding Check your understanding by reading the script below: Sean: First of all, the book re-launch. I just wanted to remind everybody that we will be re-launching the fairy-tales range with new modern covers, and that this is going to happen at the beginning of next month. It's important that we get this right and there have been quite a few John: Actually Sean, can I just ask you sorry to hold the meeting up can I ask you about those dates, because I thought that this was going to be published the month after next, and I understand that everybody has got their dates, but I do feel quite strongly that were bringing this out too soon.

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Sean: Well, any other thoughts before I comment on that? Carrie: I dont think weve got any choice at all about it. If the radio programmes are going out at the beginning of next month, weve got to launch the book at the same time if were going to have any sales impact. Useful Phrases First of all Can I just ask you? Sorry to hold the meeting up I do feel quite strongly that I dont think weve got any choice at all Any other thoughts? 2.4.) Agreeing and disagreeing Introduction Inevitably, people will agree and disagree with one another during meetings. Its important to make your position in a debate clear, while being polite to people you disagree with. Think Imagine that you are in a meeting and you disagree with someone over an issue. How might you make your point politely? Understanding Check your understanding by reading the script below: Sean: The office move, as you know, the plans have been up by the main exit for a week now. I just wanted to see what kind of feedback youve got. Tim: Yeah, Sean, Im sorry, but I really strongly disagree with the new floor plan. I think it's divisive to separate the secretaries and the assistants out from the editors and managers. Id be much happier if we could be located in teams. Carrie: Actually, I think Sean is right. Ive been chatting to some of the secretaries and theyre quite keen to all be sitting in the same area, and, speaking as an editor, I think Id like to be with other editors so that we can bounce ideas off each other and things. So I think Seans floor plan is right. Useful Phrases I just wanted to see what kind of feedback youve got I really strongly disagree Actually, I think Sean is right Id be much happier Speaking as an editor I think Seans floor plan is right 2.5.) Any other business Introduction

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Business meetings typically end with the chairperson asking if there is any other business. This is an opportunity for anyone present to raise an issue that isnt on the agenda. After any other business, the chairperson closes the meeting. Think Imagine that you are a chairperson ending a meeting with any other business. What might you say or hear? Understanding Check your understanding by reading the script below: Sean: Okay - any other business? Will: Yes, I would like to say something. An illustrator came in last week, and I think she's very good and it would be wise to put her on our books. Sean: okay Will: I would like to be able to show her drawings and her portfolio in the next couple of days. If thats all right... All: That sounds good Sean: Yes, I'll look forward to seeing those. Right, I think thats probably about it, but anybody got anything else that they desperately want to raise before we wrap up? All: Nope. Sean: No? Okay. We'll be having another meeting, but there are a couple of conflicts in the diary so I think the best thing is if I email the date of the next meeting. Useful Phrases Any other business I would like to say something If thats all right That sounds good Thats probably about it Anybody got anything else they want to raise before we wrap up? There are a couple of conflicts in the diary

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Module 3 Presentations
3.1.) Language expert Introduction A good way to make your presentations effective, interesting and easy to follow is to use signpost language. 'Signpost language' is the words and phrases that people use to tell the listener what has just happened, and what is going to happen next. In other words, signpost language guides the listener through the presentation. A good presenter will usually use a lot of signpost language, so it is a good idea to learn a few of the common phrases, even if you spend more time listening to presentations than giving them! Signpost language is usually fairly informal, so it is relatively easy to understand. Signposting

Section of presentation Introducing the topic

Signpost language The subject/topic of my talk is ... I'm going to talk about ... My topic today is My talk is concerned with ... Im going to divide this talk into four parts. There are a number of points I'd like to make. Basically/ Briefly, I have three things to say. I'd like to begin/start by ... Let's begin/start by ... First of all, I'll... and then Ill go on to Then/ Next ... Finally/ Lastly ... That's all I have to say about... We've looked at... So much for... Moving on now to Turning to... Lets turn now to The next issue/topic/area Id like to focus on Id like to expand/elaborate on Now we'll move on to... I'd like now to discuss... Let's look now at...

Overview (outline of presentation)

Finishing a section

Starting a new section

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Analysing a point and giving recommendations

Where does that lead us? Let's consider this in more detail... What does this mean for...? Translated into real terms... Why is this important? The significance of this is... For example,... A good example of this is... As an illustration,... To give you an example,... To illustrate this point... To sum up ... To summarise... Right, let's sum up, shall we? Let's summarise briefly what we've looked at... If I can just sum up the main points... Finally, let me remind you of some of the issues we've covered... To conclude... In conclusion ... In short ... So, to remind you of what Ive covered in this talk, Unfortunately, I seem to have run out of time, so Ill conclude very briefly by saying that .. I'd like now to recap... Simply put... In other words....... So what Im saying is.... To put it more simply.... To put it another way.... Im happy to answer any queries/ questions. Does anyone have any questions or comments? Please feel free to ask questions. If you would like me to elaborate on any point, please ask. Would you like to ask any questions? Any questions?

Giving examples

Summarising and concluding

Paraphrasing and clarifying

Invitation to discuss / ask questions

3.2.) Opening Introduction In this module, well be looking at some useful words and phrases for giving presentations. We have units on the main stages of presentations and a unit with tips on delivering effective presentations. Lets start with opening presentations. Think Imagine that you are starting a presentation. What phrases might you use? Understanding Check your understanding by reading the scripts below:

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Clip 1 Ladies and gentlemen, thank you very much for coming along here today. I hope my presentation isnt going to take too long and that you will find it interesting. The purpose of todays presentation is to discuss how we can improve internal communications within our company. Now let me begin by explaining that Id like to talk about the business case for better communication; secondly, I want to cover different styles and methods; and finally I would like to finish off by talking about some of the basics we need to have in place to deliver good quality, consistent communications across the company. Id be very happy to invite you to ask questions at the end of the session and Im sure therell be plenty of time for us to discuss some of the points that have been raised. Clip 2 Good afternoon, ladies and gentlemen. Thank you for finding the time to come and join me for this presentation this afternoon. My name is Tim Mason, Im a retail consultant, and many of you will have seen me shadowing you in your jobs and looking through the accounts and so on in the company over the last week. Ive invited you here today to have a look at my findings. First, Id like to have a look at the performance of the company, the sales of the company over the last three years; then Id like to have a look at our market share in the womenswear market and look at our competitors; and thirdly, Id like to suggest some improvements in our range of womenswear. At the end Id be happy to answer any of your questions. Useful Phrases Ladies and gentlemen, thank you very much for coming along here today The purpose of todays presentation is to discuss how we can Ive invited you here today to have a look at my findings Now let me begin by Secondly and finally Id be happy to invite you to ask questions at the end of the session At the end Id be very happy to answer any of your questions 3.3.) Body Introduction After you have greeted your guests, you will begin to go through the main body of your presentation. It's very useful to have some visual aids - some slides, pictures or graphs that help explain what you are saying. Sometimes they can also help to keep your audience interested in your presentation! Think Imagine you are giving a presentation and using some visual aids. What phrases might you use to draw your audiences attention to these slides? Understanding Check your understanding by reading the scripts below:

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Clip 1 If you have a look at this first graph, you can see that our sales topped 50 million the year before last. Then last year sales dropped to 40 million, with a slight recovery at the end of the financial year. However, this year sales have continued to drop to an all time low of 30 million. Now lets look at our market share. As you can see, we have 25% of the market share, 10% down on last year. Clip 2 A good example of how important internal communications are is shown by some findings from research that we have recently undertaken. Good communications is a very key factor in staff motivation. If you look at this slide, you will see how important it is to get the basics in place. You need to identify your communication requirement, agree your objectives and success criteria, identify your target audiences, define the content of your message and determine the style of delivery. A good illustration of the communication process is when all those basics fall into place naturally. Useful Phrases If you look at this first graph As you can see Now lets look at a good example of a key factor If you look at this slide a good illustration of 3.4.) Questions Introduction At the end of your presentation, you may wish to open the floor to questions to ask if anyone has any questions about your presentation. Think Imagine it is the end of your presentation and you are asking if there are any questions. What phrases might you use or hear? Understanding Check your understanding by reading the script below: Tim: Ladies and gentlemen, if you have any questions, I'd be happy to answer them now.

Carrie: Yeah, can I just ask, graph number 3, that last one you showed us, can you explain to me where youre intending to find the extra income to increase the designer range in the maternity wear? Tim: Yes, a very good question. Ive looked at the office wear range and its quite heavy on material, holiday wear tends to be much lighter, much smaller amounts of material involved and I ... Useful Phrases If you have any questions, I would be happy to answer them now Can I just ask? Are there any questions about any of that? Yes, a very good question

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Can you explain to me?

3.5.) Tips Introduction So what makes a good presentation? In this unit, we hear some tips from people who have made presentations about how to make yours more effective and enjoyable for your audience. Think Think about the presentations that you have been to. What were the characteristics of the good ones? Understanding Check your understanding by reading the script below: Male: With a presentation, I think the aims and the structure need to be clear. Male 2: I like to wait until the end of the presentation before people feed back on what Ive just said, rather than interruptions throughout the presentation. Male 3 I think of a presentation If youre standing up in front of a group of people, you need to make sure youre entertaining, make sure youre engaging, make sure youre interesting, make sure youre relevant, make sure youre talking to the right audience. Female: Dont make it too long, otherwise people fall asleep! Be short, precise and to the point, definitely. Useful Phrases The aims and the structure need to be clear Wait until the end of the presentation before people feed back on what youve said Make sure you are entertaining, engaging and interesting Dont make it too long Be short, precise and to the point Make sure youre relevant make sure youre talking to the right audience

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Module 4 Negotiations
4.1.) Language expert Giving your personal viewpoint When you are talking to people in a business situation, it is important to be able to make it clear when you are talking about a fact and when you are giving your personal viewpoint. There are several ways that you can show that what you are saying is your personal viewpoint. Verbs: mean, think, expect, believe, would like, understand You can add a personal dimension to what you say, by making yourself the subject of your comment. See the examples below. In unit 1, Michelle says: 'I mean I think I've made an effort... I think it's become less interesting' In unit 2, Sean says: 'I expect you to do that job... I know its difficult...' In unit 3, Abigail uses 'do' to give extra emphasis when she says: 'I do believe that what I've contributed to the department...' In unit 4: Angela says: 'I'd like to help you. I understand...' Adverbs: frankly, hopefully, really, just Adverbs are a useful tool to express a personal judgement or opinion. 'Frankly' means 'honestly and directly'. It is often used when the speaker wants to prepare the listener to hear something that he or she knows will make the listener feel uncomfortable. In unit 1, Sean says: '...since then, frankly, I've seen very little change.' Sean also uses 'hopefully' to personalise what he says: '...hopefully you come back from leave refreshed...' In unit 2 he says 'I really want to see some improvement...', and Abigail personalises what she says by using 'just' (meaning 'only') in unit 3 when she says 'I just think it's time...' Adjectives Sean uses several adjectives to express his personal views of a situation. In unit 1, he says 'I'm afraid that...' and in unit 2 he says: 'It's important that...'. In unit 1 he combines an adjective with an adverb to say: 'I wasn't particularly happy...' You can use all these techniques to indicate that a statement is your personal viewpoint whether what you are saying is good news or bad news for the listener! A note about context When choosing your words, it's also important to think about your relationship to the

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person you are talking to, since this can affect how your words are understood. For example, if your boss says to you 'I'm afraid you'll have to work late tonight', it could be understood as a polite instruction rather than an apology. But if you say to your boss 'I'm afraid I'll have to work late tonight', it might be seen as an apologetic way of telling your boss that you haven't managed to finish your work for the day! 4.2.) Tricky conversations Introduction All managers sometimes have to have difficult conversations with people working under them. What is the best way to give negative feedback? Think Imagine you are unhappy with the behaviour of a member of your team. You have decided to raise the issue with this person and tell him or her that you would like to see an improvement. What words or phrases might be useful in this tricky conversation? Understanding Check your understanding by reading the script below: Sean: Okay, well, Im not going to get into a discussion about who deserved to get the job. Clearly, the person who was appointed was the right person for the job. What you need to do is look at your work and what youre doing and where thats taking you in your career. But bearing in mind that you are still employed to do a job and I expect you to do that job with a certain attitude. Youre meeting members of the public quite regularly - its important that you arent unhappy, or at least that you dont show it. This meeting is really just to let you know Im not happy with the effort that youve made...

Michelle: Okay Sean: and I really want to see some improvement. I know its difficult. I know that its depressing not to get a job, but youve got to snap out of it, youve got to get on with the job that youre doing now. Useful Phrases Im not going to get into a discussion about Clearly What you need to do But bearing in mind I expect you to Its important that you Im not happy with the effort that youve made I really want to see some improvement Youve got to snap out of it I know its difficult 4.3.) Resolving difficulties Introduction Next, were going to hear another difficult conversation between the team leader and the employee we heard in the first unit. Well encounter some more phrases useful for expressing dissatisfaction.

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Think Imagine that you are giving a second warning to an employee whose work or attitude is not of a high standard. What words or phrases might be useful in this conversation? Understanding Check your understanding by reading the script below: Sean: Michelle, can I have a word please, in my office? Now then. I wont take long about this, Ill come straight to the point. We had a chat... Michelle: Yeah. Sean: At that point, I wasnt particularly happy with the way that you were behaving in the office, the way that you were being uncooperative, a little bit surly with people. And since then, frankly, Ive seen very little change. Michelle: Well, I mean, I think Ive made an effort, trying to be helpful like I normally am with people, and I feel that Im still doing my job - not that the jobs very interesting. I think its become less interesting since Sarah got the promotion. I think shes getting some more of the interesting work. Sean: Okay, well Im afraid that, despite what you say, it hasnt come across. I dont want to jump to any conclusions, but you have taken quite a bit of time off and Michelle: Yeah, but youre allowed to take leave, arent you? Sean: You are allowed to take leave. Hopefully you come back from leave refreshed and you leave your problems at home. Useful Phrases Ill come straight to the point I wasnt particularly happy with Frankly Well Ive seen very little change Im afraid that Despite what you say I dont want to jump to any conclusions 4.4.) Asking for a pay rise Introduction Its never easy to talk about your salary, but it might sometimes be necessary! How is it possible to do this without sounding rude or too desperate? Think Imagine that you have been working for your company for three years, but you havent yet received a pay rise or a significant bonus. You have decided to raise this issue with your manager. What words and phrases might be useful in your conversation with him or her? Understanding Check your understanding by reading the script below: Abigail: Hi, are you free for a quick chat? Mark: Sure, come in, come in. Sit down. What can I do for you? Abigail: Okay. Well, its a bit difficult, but I really feel that its about time that I had a

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pay rise. Mark: Okay and why do you feel like that? Abigail: Well, I have been here now for three years and in that time I have made good progress. I really feel that Ive grown in the job and Ive taken on a lot more responsibility. I just think its time that it was recognised and that my efforts were rewarded. Mark: Right. So you feel that youre on a low salary for your current position and current responsibilities, do you? Abigail: Yeah, I do believe that what Ive contributed to the department over recent months means that I should be paid more. Mark: Okay, well, what kind of rise would you be looking for? Abigail: Well, you know, I think that 3% on top of the usual annual rise with inflation isnt too much to ask. Mark: Three per cent... Hmm. Right, well, as you know, I cant just give you a pay rise immediately, just like that. Ill have to discuss it with the other managers here. And, as you can imagine, there arent unlimited funds available for things like this. But you might be pleased to hear that we are having a pay review meeting very soon and Ill make sure we discuss your request then. Abigail: Okay, fine. Should I put this request in writing as well? So we all have a record of this discussion? Mark: Yes, thatd be a good idea. Email me and also copy it to human resources.

Useful Phrases Its a bit difficult, but I really feel its about time I have made good progress I really feel that Ive grown in the job Ive taken on a lot more responsibility Its time that it was recognised Its time my efforts were rewarded I do believe that isnt too much to ask Should I put this request in writing?

4.5.) Difficult clients Introduction If your company offers a service, you may find that you have to deal with complaints from customers and clients. In this unit, we look at some phrases that may be helpful in this situation. Think Imagine that you work in a travel agency and a customer comes in to complain about a recent holiday. The customer tells you that they experienced a bad delay at the airport which ruined their holiday. How do you respond? Understanding Check your understanding by reading the scripts below:

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Clip 1 Angela: Hello, Im Angela, Im the customer services manager. Would you like to come with me and come and take a seat and you can explain to me what actually is the problem? Alison: Okay, okay, fine. Angela: Can I take your name? Alison: Yes, my names Alison. Angela: Okay. Alison, if youd like to make yourself comfortable. As I said, I am the customer services manager and Id like to help you. I understand you are having a few problems. Would you like to just explain from the beginning whats happened? Alison: Well, yes. Ive just come back from one of your holidays. I went to Crete, in Greece, got back last week and the whole thing was a disaster. Angela: Would you like to just explain from the beginning whats happened? Alison: Well, yes. To start with, when we got to the airport in, in Crete, we had a twohour wait on the coach, I think there was a delayed flight or something, and and Angela: Right, thats quite possible Alison: Yes And I just cant work out why you didnt take us to our hotel and then come back to the airport to pick up the people from the delayed flight. Angela: Right, Im sorry for that wait. I dont know what the problem was. You mentioned a delayed flight there. As you can imagine, you probably werent the only family on the coach waiting, and to ferry people to and from resort to the airport would have been a lot of extra work and they like to try and keep everybody together who are going on the same flight. I can actually look into that for you Clip 2 Karen: Hello! Mark: Hello, can I speak to despatch, please? Karen: Youre through to despatch. Mark: Right. Well, I phoned two days ago to say that I hadnt received delivery of my order and Im ringing again to say it still hasnt arrived.

Karen: Can I just take your name please? Mark: Yes, its Mark Anderson. Karen: Ah! I think theres been a problem with that order, Mr Anderson. Mark: What kind of problem? Karen: Oh, I dont know offhand. Let me check for you. Yes, part of the order didnt arrive here at the depot, so I couldnt send it out until wed received everything. Mark: Well, surely that was your problem to sort out without my having to call you back - again. I did phone and draw your attention to this a couple of days ago. Look, I placed this order weeks ago. I'm sorry, its just not good enough. Karen: Yeah, Im sorry about this, Mr Anderson. Im sorry for the inconvenience, but I can assure you well do everything we can to send it out to you today.

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Useful Phrases You can explain to me what actually is the problem Can I take your name? I understand you are having a few problems Would you like to just explain from the beginning whats happened? Im sorry for that wait I dont know what the problem was As you can imagine Im sorry about this, Mr Anderson I can actually look into that for you Im sorry for the inconvenience I can assure you Let me check for you

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4) COMMERCIAL ENGLISH VOCABULARY accordance (in accordance with) Account Conta accounting error Erro da Contabilidade acknowledge (to) Conhecer, Informar Address Morada, endereo Addressee Destinatrio advance (in advance) advance payment Pr-pagamento advice of payment Aviso de pagamento after-sales service Servio Ps-Venda Agreement Acordo air freight Frete Areo air waybill Carta de Porte Areo amount due Montante em dvida Apology Pedido de desculpas apply (to apply for) Concorrer (Concorrer a) approval (on approval) Aprovao (em aprovao) as from balance (financial) balano(balancete) bank account conta bancria bill of Exchange Letra de Cmbio bill of lading Guia de Transporte blank cheque cheque em branco Branch Filial Brand Marca brisk trade (to) Avivar o comrcio business (on business) Buyer Comprador cancel Cargo Carga/Carregamento

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carriage free Transporte gratuito carriage paid Transporte pago to dispatch to Enviar/despachar ( a mercadoria) para Draft = Bill of Exchange Letra de Cmbio; saque duly signed devidamente assinada due date data de vencimento Dutiable tributvel duty free isento de impostos to enclose anexar Enclosed anexado Enquiry inqurito exchange rate taxa de cmbio Expenses despesas extension of payment time alargar prazo de pagamento failure to pay faltar ao pagamento Fee taxa File ficheiro firm offer oferta free of charge gratuito Goods bens, mercadorias to grant a discount oferecer um desconto to be grateful estar grato/agradecido Hereby por este meio inadequate packing included initial order to inquire questionar Inquiry inqurito Insurance seguro introductory price preo de lanamento Invoice factura

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to invoice facturar Leaflet folheto Liability viabilidade Liable vivel to mention referir/mencionar as mentioned como referido/mencionado money order solicitao de pagamento to negotiate net price preo lquido Obliged Forado, obrigado, compelido opportunity Order Encomenda Orderform Nota de encomenda Overdraft Crdito a descoberto Overdue expirado (prazo) Overdrawn Crdito a descoberto payable by you to postpone adiar preferential rate = customs duty taxa alfandegria prior notice aviso de antecedncia profit margin margem de lucro Purchase compra Quarterly trimestral Quotation oramento to quote a price dar um oramento Range gama Rate taxa ready for despatch pronto para envio Receipt recibo Recipient receptor to recommend

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with reference to relativamente a to refund reembolsar registered letter carta registada Reimbursement reembolso Remittance pagamento to renew renovar repeat order repetir a encomenda Replacement substituio on request a pedido to request pedir, solicitar Requirement solicitao Respite adiar o pagamento to retail vender retail price = selling price preo de venda Reward recompensar Sales vendas Sample amostra to satisfy a requirement satisfazer um pedido under separate cover em anexo em volume separado to ship enviar Shipment envio to be short-listed ter poucas peas em armazm to sign assinar sold out vender equipamento todas as unidades de um determinado

spare parts peas suplentes statement of account extracto da conta-corrente to have something in stock ter algo em armazm in storage em armazm to store armazenar to subscribe subscrever substantially reduced reduzido substancialmente

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Supplier fornecedor survey of damage pesquisa/levantamento dos danos Terms condies, termos terms of payment condies de pagamento trade fair feira de comrcio bank transfer transferncia bancria Turnover retorno (=lucro) Undermentioned mencionado/referido abaixo unfortunate unit price preo unitrio Unsaleable no disponvel para venda Valid vlido Value valor Warehouse armazm Warrant garantia Waybill = bill of lading guia de transporte Wholesale venda em grandes quantidades within a week/month dentro de 1 semana/ms

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