Class Materials Business Course

LANGUAGE CENTER
CLASS MATERIALS
BUSINESS ENGLISH
February-June, 2012
Mtra. Ana Paulina Suárez Cervantes

Module 1:
Reading Comprehension:
Hidden Rules
Is the sun red or yellow? Should you crack a joke in a business presentation? Are such
questions important? Is it only language you need to learn?
International business people often invest time and money in improving their
knowledge of foreign languages in order to be able to communicate with colleagues
from around the world. Language, of course, is vital, but it is only half the problem.
There are hidden rules for playing the game of doing business with people of
other cultures. It is all too easy to "put your foot in it" by making mistakes which can
upset your foreign counterparts.
An American, greeting a mid-European businessman by saying "Hi Dieter, great to
meet you!" may not be favorably regarded in a country where more formal modes of
address are usual.
In the West, business cards are given a cursory glance and pocketed. In Japan,
they are highly regarded, looked at closely and left on the table during a business
meeting.
In Britain, most business presentations would include a joke. In many other
countries, this would be unheard of.
Will you cause offence if you refuse to eat something generally regarded as
inedible in your country? Your counterpart may be watching your reaction when he
offers you this local delicacy.
Small talk and relationship building are considered highly important in some parts
of the world; talking about the weather, the wine and the local area come before
business. In other places, people get down to business immediately.
It is important to know the way things are usually dealt with in your host country.
Problems arise because we see things differently. It helps to be aware of how other
nationalities perceive certain things.
The Japanese see the sun as red. It is an important national symbol which appears
on their flag. When Japanese children paint pictures, they paint a red sun. European
and American children paint the sun yellow. When children travel and see the sun
painted in a different color, they are surprised and find it very strange.
Adults find these differences harder to accept. Both sides may feel uneasy
because they are unsure of the rules of the game in the opposite culture.
Mtra. Ana Paulina Suárez C. 1

It is, however, very dangerous to have stereotyped views of what the other
culture is like. Such views are often narrow and can cause criticism and intolerance. "A
little knowledge is a dangerous thing" and can encourage you to make predictions
about what will happen in your business transactions. If your ideas are too narrow, you
may be surprised at all the people you meet who do not fit into your pattern and who
behave differently from the way you predicted they would.
Our ideas then, have to be flexible and constructed from thorough research and
observation. We should also recognize that it is not only people's national background
that influences their behavior and personality, but also their particular regional
background, their personal background and their company culture.
Find words or expressions in the above article which have the following meanings:
1. Say or do something wrong or inappropriate, usually as a result of
thoughtlessness, and so cause an awkward situation
_____________________________________________________________
2. Quick and not thorough
_____________________________________________________________
3. Something to eat which is considered rare or expensive
_____________________________________________________________
4. Having a fixed, and often incorrect, idea of what someone or something is
like
_____________________________________________________________
5. Inability to accept ways of thinking and behaving which are different from
one's own
______________________________________________________________
Answer the following questions.

6. How does an American business person greet someone?
_______________________________________________________________
7. What is highly regarded in Japan?
_______________________________________________________________
8. Why do problems arise?
_______________________________________________________________
9. Which views cause criticism and intolerance?
_______________________________________________________________
10. Mention three things that influence behavior and personality.
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
Listening Comprehension: Introducing yourself to a group
Discuss these questions:
1. In what situations do you have to introduce yourself to a group in your own
language / in English? How do you feel?
2. How much information about yourself do you provide?
3. What impression do you think you give?
A multinational company is holding a training session at its offices in Chicago. Listen

to three participants introducing themselves.
Would you have presented yourself in a similar way?
What did they do well or badly?
The speakers include information about these topics. Put them in the logical order.
 Aspirations _____
 Role _____
 Reason for being there _____
 Achievements / activities _____
 Who they are _____
Listen again and complete phrases 1-13. Then match the phrases to the previous
topics.

Phrasal Verbs:
1. Call for: Demand. Example: The Opposition party CALLED FOR the minister's
resignation after the scandal broke.
2. Call off: Cancel. Example: The concert had to be CALLED OFF because the
singer went down with a bad case of flu.
3. Come around: Agree with or accept something you had previously disapproved
of or disliked. Example: They have started COMING AROUND to our way of
thinking and are less hostile.
4. Come up: Think of a solution, excuse, etc. Example: nobody could COME with a
satisfactory explanation for the accident.
5. Cut out: Exclude. Example: I'm CUTTING OUT salt from my diet.
6. Figure out: Find the answer to a problem. Example: The police couldn't FIGURE
OUT how the burglars had got into the warehouse.
7. Get around: Avoid a problem. Example: It'll be tricky, but we will find a way to
GET AROUND the regulations.
8. Go through: Examine, search. Example: I WENT THROUGH my desk looking for

the letter.
9. Go on: Continue. Example: He WENT ON and ON talking and I was so bored.
10. Set up: Start a company. Example: They SET UP a dot com company, floated it a
couple of years later on the Stock Exchange and made an absolute fortune.

PHRASAL VERBS
Across
4. Exclude.
5. Demand.
6. Avoid a problem.
8. Continue.
9. Find the answer to a problem.
Down
1. Start a company.
2. Examine, search.
3. Cancel.
4. Agree with or accept something you had previously disapproved of or disliked.
7. Think of a solution, excuse, etc.

Fill in the blank with the correct response:
1. We __________________________ up with a new structure. = We developed/created a
new structure.
a) came b) brought c) gave
2. We have to __________________________ out (= develop) a better way to
communicate with our customers.
a) figure b) come c) give
3. They cut __________________________ (= eliminated) the middleman and
started providing this service themselves.
a) off b) up c) out
4. Tom found a way to __________________________ (= bypass/eliminate) this
problem.
a) get down b) get around c) get up
5. Please __________________________ on. = Please continue.
a) give b) get c) go
6. We need to __________________________ (= examine/review) these reports
before 3:00 PM.
a) go through b) get around c) give off
7. We need to _________________ (= schedule/arrange) an interview for Friday.
a) set up b) take off c) save up
8. The meeting has been __________________________ off (= cancelled).
a) made b) talked c) called
9. The president has called __________________________ (= requested) sweeping
changes in the way we do business.
a) up b) for c) around
10. I knew they'd __________________________ to our way of thinking. = I knew
that they would eventually accept our way of thinking.
a) get up b) come around c) feel out

Idioms:
1. All in a day's work: nothing special, part of the routine. Example: Don't worry
about it. It's all in a day's work. Cooking is all in a day's work.
2. All work and no play makes Jack a dull boy: Idiom meaning that you need to
have fun in order to be a happy, healthy person. Example: Go home! Remember:
All work and no play makes Jack a dull boy. I'm worried about him. He hasn't yet
understood that all work and no play makes jack a dull boy.
3. Dirty work: Necessary, but uninteresting, or difficult work. Example: He did the
dirty work on that project. Have you got around to doing the dirty work yet?
4. Get down to work: Stop relaxing, focus on important task. Example: Hey, let's
get down to work here! Sorry, I've got to get off the phone and get down to work.
5. Get worked up over something: become angry or annoyed about something:

Example: He got all worked up over the last exam. Example: Don't get worked up
over the garden. I'll take care of it tomorrow.
6. Make short work of something: do something quickly: Example: I made short

work of the assignment and moved on to the next job. Give it to John. He'll make
short work of it.
7. Work like a horse: work a lot, work very hard. Example: Janet works like a horse!
Why don't you ask Tom? He works like a horse.
8. Work out for the best: eventually finish well. Example: Don't worry about your
problems. Everything will work out for the best. The divorce worked out for the
best for the whole family.
9. Work something off: lose weight. Example: I'm going running to work dinner off.
She went to the gym to work off a few pounds.
10. Throw a monkey wrench in the works: cause a disturbance in something that
seems clear and understandable. Example: I hate to throw a monkey wrench in
the works, but don't you think we should ask Andy to help. Everything was set to
go when Jack threw a monkey wrench in the works!

Unscramble each of the clue words. Copy the letters in the numbered cells to other
cells with the same number.

Choose the idiom or expression with 'work' to complete the sentence.
1. Don't worry about it. It's ______work.

a) not in a days b) all in a day's c) most in a day's
2. Go home! Remember: All work and _____ makes Jack a dull boy.
a) no fun b) no play c) not play
3. Have you got around to doing the _____ work yet?

a) noisy b) dirty c) cleaner
4. Sorry, I've got to get off the phone and get _____ to work.
a) up b) down c) onto
5. He got all worked _____ over the last exam.

a) up b) down c) over
6. I made ______ work of the assignment and moved on to the next job.
a) small b) short c) harder
7. Why don't you ask Tom. He works like a ______.

a) dog b) horse c) cat
8. Don't worry about your problems. Everything will work ______ the best.
a) out for b) out into c) in for
9. She went to the gym to work _____ a few pounds.

a) of b) in c) off
10. Everything was set to go when Jack threw a ______ in the works!
a) ape wrench b) monkey wrench c) monkey hammer

Grammar Practice: Mixed tenses
Fill in each blank with the best response
1. She was in charge of __________________________ all the web graphics.

a) create b) creating c) to create
2. Barbara __________________________ that she will be stepping down.

a) has informed me b) informed me c) A or B
3. I __________________________ worry about that if I were you.

a) didn't b) wouldn't c) will not
4. I'm not sure if they will be able __________________________ from these

losses.
a) to rebound b) rebound c) rebounding
5. I'm not sure if they can __________________________ you that information.

a) give b) to give c) giving
6. They announced last month that they __________________________ their

relationship with Microsoft.
a) scale back b) would have been scaling back c) would scale back
7. The meeting _________________ if John hadn't arrived at the last moment.

a) would have been called off b) will have been called off c) called
off
8. The company was charged with __________________________ deceptive

claims in its advertising campaign.
a) making b) to make c) make
9. I have __________________________ to talk to you about the marketing survey

you're working on.
a) Mean b) been meaning c) been mean
10. The bank is __________________________ one-third of its branches.

a) trying to sell b) selling c) A or B

Meetings:
Vocabulary for meetings:
Word
Meaning Example Sentence
Part of speech
absent The vice president is absent due to

not present
adj unforeseen circumstances.
accomplish We have a lot to accomplish today, so

succeed in doing
verb let's begin.
address I hope we do not have to address this

deal with; speak on
verb matter again in the future.
adjourn If there are no further comments, we

close a meeting
verb will adjourn the meeting here.
agenda list of objectives to cover in a Please forward the agenda to anyone

noun meeting who is speaking at the meeting.
AGM Annual (yearly) General We always vote for a new chairperson

noun(abbr.) Meeting at the AGM.
allocate assign roles/tasks to certain I forgot to allocate someone to bring

verb people refreshments.
AOB Any Other Business

The last item on the agenda is AOB.
noun(abbr.) (unspecified item on agenda)
item on agenda announcing

apologies Everyone is present today, so we can
people who are absent;
noun skip the apologies.
apologies for absence
ballot a type of vote, usually in Please fold your ballot in half before
noun writing and usually secret you place it in the box.
board of group of elected members of

The board of directors meets once a
directors an organization/company
month to discuss the budget.
noun who meet to make decisions
a large meeting room, often The boardroom is reserved for a

boardroom
has one long table and many managers' meeting, so we'll have to
noun
chairs meet in the lounge.

Let's take a few minutes and
brainstorm
thinking to gather ideas brainstorm some ways that we can cut
verb
costs.
deciding vote (usually by the

casting vote The role of treasurer was decided
chairman) when the votes
noun based on the chairman's casting vote.
are otherwise equal
Chairperson /
the person who leads or As chair, it is my pleasure to introduce
chair
presides at a meeting to you, Mr. Allan Davis.
noun
Clarification / Before we address this matter, I'll need

explanation/proof that
verification some clarification as to who was
something is true/understood
noun involved.
closing last thoughts spoken in a

I just have a few closing remarks and
remarks meeting (i.e. reminders,
then you will all be free to go.
noun thank yous)
collaborate work together as a The board fell apart because the

verb pair/group members had difficulty collaborating.
commence We will commence as soon as the last

begin
verb person signs the attendance sheet.
comment express one's opinions or If you have a comment, please raise

verb or noun thoughts your hand rather than speak out.
formal meeting for Before the conference there will be a

conference
discussion, esp. a regular one private meeting for board members
noun
held by an organisation only.
telephone meeting between Please make sure I have no

conference call
three or more people in interruptions while I'm on the
noun
different locations conference call.
Any financial information shared

confidential
private; not to be shared during this meeting should be kept
adjective
confidential.
If we cannot come to a consensus by

consensus
general agreement the end of the meeting we will put it to
noun
a vote.

deadline The deadline for buying tickets to the
due date for completion
noun conference is May 25th.
If no one volunteers to take the

designate
assign minutes I will be forced to designate
verb
someone.
a procedure (often Everyone knows who is going to be the

formality
unnecessary) that has to be next vice president, so this vote is
noun
followed due to a rule really just a formality.
grievance The first item on the agenda relates to

complaint
noun a grievance reported by the interns.
person who joins the group in I am delighted to welcome our guest

guest speaker
order to share information or speaker Holly, who is going to be
noun
deliver a speech offering some sales pitch tips.
It's not a question of whether or not

implement make something happen; we're going to use this idea, it's
verb follow through whether or not we know how to
implement it.
mandatory It is mandatory that all supervisors

required
adjective attend Friday's meeting.
Before we begin with today's meeting,

minutes a written record of
let's quickly review the minutes from
noun everything said at a meeting
last month.
motion The motion to extend store hours has

a suggestion put to a vote
noun been passed.
I'm pleased that we were able to cover

objectives
goals to accomplish all of the objectives today within the
noun
designated time.
opening chairperson or leader's first As I mentioned in my opening remarks,

remarks words at a meeting (i.e. we have to clear this room before the
noun welcome, introductions) end of the hour.
overhead machine with a special light I'm going to put a pie chart on the
projector that projects a document overhead projector so that everyone
noun onto a screen or wall so that can visualize how our profits have

all can see declined.
Can I have a show of hands of all of

participant person who attends and joins
those who were participants in last
noun in on an event
year's conference?
There must have been one proxy vote

proxy vote a vote cast by one person for
because I count twelve ballots but only
noun or in place of another
eleven attendees.
punctual Firstly, I want to thank you all for being

on time (not late)
adjective punctual despite this early meeting.
recommend I recommend that you sit closer to the

suggest
verb front if you have trouble hearing.
From the show of hands it appears

show of hands raised hands to express an
that everyone is in favour of taking a
noun opinion in a vote
short break.
We need to come up with a strategy

strategy plan to make something
that will allow us to have meetings less
noun work
frequently.
unanimous in complete agreement; The vote was unanimous to cut work

adj united in opinion hours on Fridays.
to express (the expression

vote We need to vote for a new vice
of) an opinion in a group by
verb or noun chairperson now that Jerry is retiring.
voice or hand etc.
wrap up Let's wrap up here so that we can get

finish
verb back to our desks.

Meetings
S S N G L Y M F X B D X H Y R U O F T T F C M L T A J C B S
U N K B R O A A E Y U B D T L V P U P A R W A R J D P F B U
O D O R T I J H F D M C M K E J N H Y E B B Y R P U Y K L S
M A N I A N E N O S R E P R I A H C S S E R D D A S I N E N
I D O E C M P V E F O K H S R O T C E R I D F O D R A O B E
N N O U M E E T A B C E U P E W N S B L H S B N B J T Z K S
A C N Y N M A R J N A Q K U V N W R G X T P A D L N F P K N
N L O S N N O E G D C C L N B S R P U R T H L Y L Y Z R X O
U E Q N G R C C P N A E W C E N D F A O F D L Y A H A T X C
B F T I F T J R E S I X K T D B U T L O J J O L C M U H O C
M B S A I I O I T R F S U U A H E M W M H D T H E I J H Y O
A E R V R J D I G K I N O A R G Q O Q V T T A R C M G C A K
D F E A E O N E Q X I W D L Y N H R E I N E G P N P U E F P
V S C C I G B W N M P L W C C S S T Y Z C N X X E L E C W M
C E T U V N D A B T F D H I J Y A K X H I H E I R E S O B G
M O T O X B S C L R I H D O R C M R C N M U V J E M T N V H
R W T O B U U T R L Z A A D O A L A E H N Q I B F E S F J B
M E H U V P K B O D O W L L N K K P G D T U J K N N P E Y N
R C C L S V T H D R E C L D B R O T R E T Z X P O T E R O D
S E I G O L O P A V M A A U Z X S N M V N H X B C Y A E P O
A B S E N T W M O F K T D L Y G X A K O Z D O Z M E K N F R
Q G N M K N B V P K O I R L L B G P K V O N A J Y T E C Z Y
F O R M A L I T Y R S F G B I Q S I F B F R L Y N N R E J A
Q P Y B K S H W Y L H X J F P N K C A D E Q D N K E K G F A
A J A C K O O R Y D W I T Y B V E I Y M H V G R Y M D G I P
O Z G R E T O V Y X O R P A N C E T U Y B W M J A M J M W P
F O E N E S P T F V X C R H E J X R P L L D G U R O Q F R T
G D Z A J K Q V Y C L A R I F I C A T I O N A X Q C B L F V
A G E Y X B L E D U K J V H J E K P Q I N U J S Z W E M N D
V I R T H N P O C N U A C C O M P L I S H C O M M E N C E V
ABSENT CLARIFICATION MANDATORY
ACCOMPLISH CLOSING REMARKS MINUTES
ADDRESS COLLABORATE MOTION
ADJOURN COMMENCE OBJECTIVES
AGENDA COMMENT OPENING REMARKS
AGM CONFERENCE OVERHEAD PROJECTOR
ALLOCATE CONFERENCE CALL PARTICIPANT
AOB CONFIDENTIAL PROXY VOTE
APOLOGIES CONSENSUS PUNCTUAL
BALLOT DEADLINE RECOMMEND
BOARD OF DIRECTORS DESIGNATE SHOW OF HANDS
BOARDROOM FORMALITY STRATEGY
BRAINSTORM GRIEVANCE UNANIMOUS
CASTING VOTE GUEST SPEAKER VOTE
CHAIRPERSON IMPLEMENT WRAP UP
Vocabulary Practice:
Choose the correct answer.
1. We ran out of time and were forced to ___________________ the meeting.
a) allocate b) address c) adjourn d) accomplish
2. If you have a ___________________ please wait until Marie has finished
speaking.
a) commerce b) comment c) formality d) implement
3. The board members couldn't come to a ___________________ so they had to
hold a vote.
a) grievance b) designate c) motion d) consensus
4. Markus was away on business, so ___________________ was assigned.
a) a show of hands b) apologies c) a proxy vote d) a
participant
5. Before we ___________________ I want to remind everyone to sign the
attendance form on the way out.
a) wrap up b) strategize c) recommend d)
collaborate
6. In his ___________________ the chairman thanked everyone for doing such a
good job this month.
a) agenda b) ballot c) closing remarks d) deadline
7. I'll ___________________ as soon as all of the board members take a seat.
a) verification b) commence c) brainstorm d) motion
8. Since everyone was so ___________________ we were able to finish the
meeting early.
a) participant b) punctual c) confidential d) absent
9. We'll be discussing this year's profits at the ___________________ .
a) AOB b) AGM c) ABC d)
AMM
10. A ___________________ to eliminate all part-time positions was put forward at
the meeting.
a) action b) caution c) vision d) motion

Preparing for a Meeting
Calling a Meeting
There are a number of ways that you may call or be called to a meeting. Some
meetings are announced by e-mail, and others are posted on bulletin boards. If a
meeting is announced at the end of another meeting, it is important to issue a
reminder. A reminder can also come in the form of an e-mail or notice. Verbal
announcements or reminders should always be backed up by documented ones. The
date, location, time, length, and purpose of the meeting should be included. It is also
important to indicate exactly who is expected to attend, and who is not. If you are
planning on allocating someone to take on a certain role, make personal contact with
that person to inform them of his or her duty.
Sample E-mail:
To: jane@paristours.com
cc: kana@paristours.com; thomas@paristours.com; nolan@paristours.com
From: pierre@paristours.com
Subject: Meeting
Hi Everyone,
We will be having a meeting next Friday from 2:00 PM-4:00 PM in Room 3. All
supervisors are expected to attend. The purpose of the meeting is to discuss the
upcoming tourist season. As you probably have heard, this could be our busiest season
to date. There are already twenty bus tours booked from Japan, and fifteen walking
tours booked from North America.
We are also expecting Korean and Australian tours in late summer. Please make
arrangements to have other staff members cover your duties during the meeting.
Thank you,
Pierre
Sample Notice:
MEETING
LOCATION: Room 3
DATE: Friday, May 5th
TIME: 2:00 PM-4:00 P.M.
FOR: Supervisors only
SUBJECT: Tourist Season
ATTENDANCE IS
MANDATORY

Writing an Agenda
In order to keep the meeting on task and within the set amount of time, it is
important to have an agenda. The agenda should indicate the order of items and an
estimated amount of time for each item. If more than one person is going to speak
during the meeting, the agenda should indicate whose turn it is to "have the floor". In
some cases, it may be useful to forward the agenda to attendees before the meeting.
People will be more likely to participate in a meeting, by asking questions or offering
feedback, if they know what is going to be covered.
Sample Agenda:
1 Welcome, Introduction: Pierre and Stella (5 minutes)

2 Minutes from previous meeting: Jane (10 minutes)
3 Japan Tours: Pierre (15 minutes)
4 N.A. Tours: Pierre (15 minutes)
5 Korean Tours: Pierre (15 minutes)
6 Australian Tours: Pierre (if time allows 10 minutes)
7 Feedback from last year: Everyone (15 minutes)
8 Vote on staff picnic: Everyone (15 minutes)
9 Questions/Closing remarks/Reminders: Everyone (5 minutes)
Allocating roles
The person in charge of calling and holding a meeting may decide to allocate
certain roles to other staff members. Someone may be called upon to take the
minutes, someone may be asked to do roll call, and someone may be asked to speak on
a certain subject. This should be done either in person, or in an e-mail.
Sample Personal Request:
Pierre: Hi Jane, did you get the e-mail about next week's meeting?
Jane: Yes, I'll be there.
Pierre: Great. I'd like to put you in charge of reviewing the minutes from last meeting
for us.
Jane: Sure, I can do that. I think there is a copy of the minutes in my file.
Pierre: Thanks, you'll have ten minutes to remind us of what we discussed last meeting.
This will be good for Stella to hear. Stella will be our new private tours coordinator.

Sample E-mail:
To: jane@paristours.com
From: pierre@paristours.com
Subject: Minutes
Hi Jane,
I just wanted to make sure that you would be available to review last month's minutes
and present them at Friday's meeting. We have a new staff member joining us, so I'd
like to give her a chance to see where things have been going since the last meeting.
If you have any concerns about this, let me know.
Thanks,
Pierre
Opening a Meeting
Small Talk
Whether you are holding the meeting or attending the meeting it is polite to
make small talk while you wait for the meeting to start. You should discuss things
unrelated to the meeting, such as weather, family, or weekend plans.
Sample Dialogue:
Pierre: Hi Thomas. How are you?
Thomas: Great thanks, and you?
Pierre: Well, I'm good now that the warm weather has finally arrived.
Thomas: I know what you mean. I thought winter was never going to end.
Pierre: Have you dusted off your golf clubs yet?
Thomas: Funny you should ask. I'm heading out with my brother-in-law for the first
round of the year on Saturday.
Welcome
Once everyone has arrived, the chairperson, or whoever is in charge of the
meeting should formally welcome everyone to the meeting and thank the attendees
for coming.
 Well, since everyone is here, we should get started.
 Hello, everyone. Thank you for coming today.
 I think we'll begin now. First I'd like to welcome you all.
 Thank you all for coming at such short notice.
 I really appreciate you all for attending today.
 We have a lot to cover today, so we really should begin.

Sample Welcome:
Pierre: I think we'll begin now. First I'd like to welcome you all and thank everyone for
coming, especially at such short notice. I know you are all very busy and it's difficult to
take time away from your daily tasks for meetings.
Introductions
If anyone at the meeting is new to the group, or if there is a guest speaker, this is
the time when introductions should be made. The person in charge of the meeting can
introduce the new person, or ask the person to introduce him or herself.
 I'd like to take a moment to introduce our new tour coordinator.
 I know most of you, but there are a few unfamiliar faces.
 Stella, would you like to stand up and introduce yourself?
 Hi everyone. I'm Judy Strauss. I'll be acting as Amanda's assistant while Nancy is
away on maternity leave.
Roll Call/Apologies
If the meeting is a small group, it is probably unnecessary to take attendance out
loud. The person who is taking the minutes will know everyone personally and can
indicate who is present and who is absent. In a larger meeting, it may be necessary to
send around an attendance sheet or call out names. If an important figure is absent, it
may be necessary for the chairperson to apologize for his or her absence and offer a
brief explanation for it.
 It looks like everyone is here today.
 If you notice anyone missing, please let Jane know so that she can make a note
of it.
 Unfortunately, Ken cannot join us today. He has been called away on business
 Mike will be standing in to take the minutes today, as Lisa is home with the flu.
Objectives
Some people who hold meetings prefer to pass around copies of the agenda, and
others will post a large copy on a wall, or use an overhead projector. No matter which
format is used, attendees should be able to follow the agenda as the meeting
progresses. Before beginning the first main item on the agenda, the speaker should
provide a brief verbal outline the objectives.
Sample Introduction to the Agenda:
Pierre: As you can all see here on the agenda we will be mainly talking about the
upcoming tourist season. First we'll discuss the groups that will be coming in from
Japan. After that we'll discuss the North American Tours, followed by the Korean tours.
If time allows we will also discuss the Australian tours which are booked for early
September. Next, I'm going to request some feedback from all of you concerning last

year's tours and where you think we can improve. And finally, we'll be voting on where
and when to have this year's staff picnic.
Following the Agenda
Taking the Minutes
Anyone, including you, may be assigned to take the minutes at a meeting. Often
someone who is not participating in the meeting will be called upon to be the minute-
taker. Before a meeting the minute-taker should review the following:
 The minutes from previous meeting
 All of the names of the attendees (if possible)
 The items on the agenda
It also helps to create an outline before going to the meeting. An outline should include
the following:
 A title for the meeting
 The location of the meeting
 A blank spot to write the time the meeting started and ended
 The name of the chairperson
 A list of attendees that can be checked off(or a blank list for attendees to sign)
 A blank spot for any attendees who arrive late or leave early
Sample Minutes Outline:

Supervisor's Meeting
Friday, May 5
Room 3
Start: ________ Finish: ________
Chair: Pierre
Attendees:
1._________
2._________
3._________
4._________
5._________
Late to arrive:_________
Early to depart:________
The minute-taker can use a pen and paper or a laptop computer and does not
need to include every word that is spoken. It is necessary to include important points
and any votes and results. Indicating who said what is also necessary, which is why the
minute-taker should make sure to know the names of the attendees. If you cannot
remember someone's name, take a brief note of their seating position and find out

their name after the meeting. A minute-taker should type out the minutes immediately
after the meeting so that nothing is forgotten.
Watching the Time
One of the most difficult things about holding an effective meeting is staying
within the time limits. A good agenda will outline how long each item should take. A
good chairperson will do his or her best to stay within the limits. Here are some
expressions that can be used to keep the meeting flowing at the appropriate pace.
 I think we've spent enough time on this topic.
 We're running short on time, so let's move on.
 We're running behind schedule, so we'll have to skip the next item.
 We only have fifteen minutes remaining and there's a lot left to cover.
 If we don't move on, we'll run right into lunch.
 We've spent too long on this issue, so we'll leave it for now.
 We'll have to come back to this at a later time.
 We could spend all day discussing this, but we have to get to the next
item.
Regaining Focus
It is easy to get off topic when you get a number of people in the same room. It is
the chairperson's responsibility to keep the discussion focused. Here are some
expressions to keep the meeting centered on the items as they appear on the agenda.
 Let's stick to the task at hand, shall we?
 I think we're steering off topic a bit with
this.
 I'm afraid we've strayed from the matter
at hand.
 You can discuss this among yourselves at
another time.
 We've lost sight of the point here.
 This matter is not on today's agenda.
 Let's save this for another meeting.
 Getting back to item number 5...
 Now where were we? Oh yes, let's vote.
Voting
When issues cannot be resolved or decisions cannot be easily made, they are
often put to a vote. Most votes occur during meetings. Votes can be open, where
people raise their hands in favor or in opposition of the issue. In an open vote, the
results are evident immediately. Other votes, such as who should be elected to take on
a certain role, are private or closed. During private votes, attendees fill out ballots and
place them in a box to be counted. The results may not be counted until after the
meeting. Here are some specific expressions used during open voting:
 All in favor?
(Those who agree raise their hands or say "Aye".)
 All opposed?
 Motion to hire more tour guides, moved by Thomas.
(Suggestions or ideas that are put to a vote are called motions. When a
person makes a suggestion, the term to use both during the meeting and
in the minutes is moved.)
 Motion to hire more tour guides seconded by Nolan.
(When another person agrees with the motion, it is seconded.)
When a motion is voted and agreed upon it is carried. When it is voted and
disagreed upon it is failed. Most often votes are put to a majority. If there is a tie vote,
the chairperson will often cast the deciding vote.
Sample Voting Session:
Pierre: Okay, now that we've covered most of the business, it's time to vote on the
staff picnic. Jane and I have come up with two different ideas. I'll give Jane the floor
now, and she'll outline these two options. After that we'll vote. I don't think there is
any reason to have a private vote, so I'll just ask to see a show of hands. Jane, would
you do the honors?
Jane: Thanks Pierre. Okay, so, as you all probably assumed, we are going to wait until
most of the tours have passed through before we have the staff picnic. That way most
of you should be able to attend. So we've chosen the last Sunday of September. I hope
that works out for all of you. Now, the first option is to have a BBQ at Mariposa Beach.
We would do this on the last Sunday of September. The second option is to have a
potluck dinner/pool party in Pierre's backyard. The only problem with this is if it rains,
there isn't much in the way of shelter there. I don't think Pierre and his wife will want
all of us dashing inside in a thunderstorm.
Pierre: Well, if we had to we could probably squeeze everyone in the basement.
Anyhow, those are the options, so let's put it to a vote. All in favor of option number
one? Raise your hands please...okay, one vote. And, all in favor of option number two?
That's four. Okay, so it looks like a pool party at my house.
Jane: Great. I'll put up a sign up sheet and everyone can write down what they plan to
bring.
Comments and Feedback
During the meeting, participants will comment, provide feedback, or ask

questions. Here are some ways to do so politely:
 If I could just come in here...
 I'm afraid I'd have to disagree about that.
 Could I just say one thing?
 I'm really glad you brought that up, Kana.
 I couldn't agree with you more. (I agree)
 Jane, could you please speak up. We can't hear you at the back.
 If I could have the floor (chance to speak) for a moment...
 We don't seem to be getting anywhere with this.
 Perhaps we should come back to this at another time?
Closing a Meeting
Wrapping Up
There are different reasons why a meeting comes to an end. Time may run out, or
all of the items in the agenda may be checked off. Some meetings will end earlier than
expected and others will run late. The odd time, a meeting may be cut short due to an
unexpected problem or circumstance. Here are a variety of ways to adjourn a meeting:
 It looks like we've run out of time, so I guess we'll finish here.
 I think we've covered everything on the list.
 I guess that will be all for today.
 Well, look at that...we've finished ahead of schedule for once.
 If no one has anything else to add, then I think we'll wrap this up.
 I'm afraid we're going to have to cut this meeting short. I've just been informed
of a problem that needs my immediate attention.
Reminders
There is almost always one last thing to say, even after the closing remarks. A
chairperson might close the meeting and then make a last-minute reminder.
Instructions for tidying up the room may also be mentioned.
 Oh, before you leave, please make sure to sign the attendance sheet.
 I almost forgot to mention that we're planning a staff banquet next month.
 Don't forget to put your ballot in the box on your way out.
 If I didn't already say this, please remember to introduce yourself to the new
trainees.
 Could I have your attention again? I neglected to mention that anyone who
wants to take home some of this leftover food is welcome to.
 If you could all return your chair to Room 7 that would be appreciated.
 Please take all of your papers with you and throw out any garbage on your way
out.

Thank You's and Congratulations
The end of the meeting is also the time to thank anyone who has not been
thanked at the beginning of the meeting, or anyone who deserves a second thank you.
Congratulations or Good-luck can also be offered here to someone who has
experienced something new, such as receiving a promotion, getting married, or having
a baby.
 Before I let you go let's all give a big thank you (everyone claps) to Thomas for
baking these delicious cookies.
 Again, I want to thank you all for taking time out of your busy schedules to be
here today.
 Most of you probably already know this, but Nolan's wife just gave birth to a
baby boy.
 As you leave today, don't forget to wish Stella luck on the weekend. The next
time you see her she will be happily married.
Follow Up
In the closing remarks, the chairperson, or participants may want to discuss the
date and time for the next meeting, when the minutes will be available, or when a
decision should be made by. This is also the time to give contact information, such as
how to send a question by e-mail or who to call regarding a certain issue.
 We'll meet again on the first of next month.
 Next time we meet I'll be sure to have those contacts for you.
 If anyone has any questions about anything we discussed today, feel free to
send me an e-mail.
 The minutes from today's meeting will be posted as of tomorrow afternoon.
 I'll send out a group e-mail with the voting results.

Self-Assessment Test
Are the following statements True or False?
1. The person who is in charge of the meeting is the person who takes the minutes.
______
2. The best way to call a meeting is to inform each participant individually by phone.
______
3. An agenda should outline the order and amount of time to spend on each item at the
meeting.
______
4. Engaging in small talk throughout the meeting is an effective way to keep the focus.
_____
5. When someone agrees with a motion it is "seconded".

_____
6. The person who is speaking during a meeting is the person who "has the floor".
_____
7. A polite way to indicate that you want to make a comment during a meeting is to say:
"If I could just come in here..."
_____
8. When there is a tie vote, it is customary for the chairperson to ask one participant to
reconsider his/her decision.
_____
9. During the closing remarks, the person holding the meeting should introduce new
staff members or guest speakers.
_____
10. Reminders are typically announced after all of the items on the agenda have been
covered.
_____

Practice: Case Study Meeting 1:

Writing: Memoranda & Reports
Memos (memoranda):
Memos provide a brief report or instructions. There is no precise format for

memos. It will depend on the audience and the purpose. Headings can include:
 The person(s) to whom the memo is addressed.

 All who are to be made aware of it contents.
 The name of the sender.
 The date.
 The subject matter.
Example Memo
From: Management
To: Northwest Area Sales Staff
RE: New Monthly Reporting System
We’d like to quickly go over some of the changes in the new monthly sales
reporting system that we discussed at Monday’s special meeting. First of all, we'd once
again like to stress that this new system will save you a lot of time when reporting
future sales. We understand that you have concerns about the amount of time that will
be initially required for inputting your client data. Despite this initial effort, we are
confident that you will all soon enjoy the benefits of this new system.
Here is a look at the procedure you will need to follow to complete your area's
client list:
1. Log on to the company web site at http://www.picklesandmore.com
2. Enter your user ID and password. These will be issued next week.
3. Once you have logged on, click on "New Client".
4. Enter the appropriate client information.
5. Repeat steps 3 and 4 until you have entered all of your clients.
6. Once this information has been entered, select "Place Order".
7. Choose the client from the drop down list "Clients".
8. Choose the products from the drop down list "Products".
9. Choose the shipping specifications from the drop down list "Shipping".
10. Click on the "Process Order" button.
As you can see, once you have entered the appropriate client information,
processing orders will require NO paperwork on your part.
Thank you all for your help in putting this new system into place.
Best regards,
Management

Important Points to Remember
 Use the following structure to begin a memo:
MEMO
From: (person or group sending the memo)
To: (person or group to whom the memo is addressed)
RE: (the subject of the memo, this should be in bold)
 The term "memorandum" can be used instead of "memo".
 A memo is generally is not as formal as a written letter. However, it is certainly not
as informal as a personal letter.
 The tone of a memo is generally friendly as it is a communication between
colleagues.
 Keep the memo concise and to the point.
 If necessary, introduce the reason for the memo with a short paragraph.
 Use bullet points to explain the most important steps in a process.
 Use a short thank you to finish the memo. This need not be as formal as in a written
letter.
Write a Memo about training policy to be circulated through-out the company.

Report format:
Title page - subject of the report, author, date
Terms of reference - who ordered the report, when and why, any conditions
Contents page - all section numbers and titles, using exactly the same wording as in the
report
Abstract - brief summary of report - task, summary of conclusions and

recommendations
Introduction - background information
Main body of report - findings, description, facts, opinions, etc. This must be well
structured
Conclusion - summary of results
Recommendations - usually in the form of a list
Appendices (not always necessary) - additional details, tables, graphs, detailed analysis.
These must be numbered and cross referenced in the text
Glossary (not always necessary) -explanation of any specialist terms
Bibliography - references to any books, journals, etc. which were used either for
background reading, or directly quoted in the report. They should be arranged
alphabetically by the author's name. The reference should include: author, date of
publication, title, edition, place of publication, publisher.

Write a report drawn by the training department explaining their role in supporting
(or not supporting) English training.

Module 2
Reading:
Business talk
A vital factor in a company's success is good communication among its
employees. According to the book In Search of Excellence (Peters and Waterman)
excellent companies have a vast network of informal, open communication. Their staff
keeps in contact with one another on an informal and formal basis. Management
encourages easy and frequent communication.
How do you rate communication within your own company? Are you happy with
it or do you think it could be improved? Perhaps some of the following factors affecting
in-company communication are familiar to you?
Failing to get the message
Many managers believe they give clear instructions to their employees. In fact,
research has shown that employees very often do not realize they have been told to do
something. When managers give instructions they should endeavor to ensure that
these have been understood and interpreted correctly.
Breakdown in communication
People can have difficulty communicating with other employees of higher job
status. This "social distance" may affect how openly employees speak about their
work. People of the same rank may talk frankly to one another about how things are
going. However, they may be less honest with someone higher up in the hierarchy - for
fear of prejudicing their position in the company. For this reason employees often
"filter" information. They alter the facts to tell the boss what s/he wants to hear. One
way of reducing social distance is to cut down the ways in which employees can
indicate higher status. In Japanese companies, for example, it is usual for all staff to
wear the same uniform. Many companies have a common dining area for all staff.
The physical element
Physical surroundings and distance can affect how well people communicate. The
farther away one person is from another, the less often they communicate. Some
research has shown that when the distance is more than 10 meters, the probability of
communicating at least once a week is only 8%. This compares with 25% for people less
than 5 meters apart! The physical layout of an office should therefore be carefully
planned. Open-plan offices, for example, are designed to encourage quick and easy
communication. Some companies prefer to install escalators, rather than lifts, to
increase the chances of employees meeting face-to-face.
Selective perception
People perceive things in different ways. The world of a sender of a message is
not the same as that of the receiver. Because their knowledge and experience is
different, the sender and receiver are always on slightly different wavelengths. So the
message may get distorted.

How can good communication be fostered?
The most important thing for all managers to remember is that communication is
a two-way process. They should encourage their employees to ask questions and to
react to what the managers are saying. Feedback is vital. The most useful question a
manager can ask is "Did you understand that?"
Reading for meaning

When you read an article, you can often guess the words you do not know from
the context.
1. very large ______________________________________________________
2. try ____________________________________________________________
3. likelihood ______________________________________________________
4. changed (in a negative way) _______________________________________
5. encouraged to develop ___________________________________________
Answer the following questions:
6. What do employees do not realize?
______________________________________________________________
7. Why are employees less honest with someone higher up in the hierarchy?
______________________________________________________________
8. Why should the physical layout of a company be planned?
______________________________________________________________
9. Why do people perceive things in different ways?
______________________________________________________________
10. What is the most important thing for managers to remember?
______________________________________________________________

Listening:
Listen to an interview with Iñaki Lozano, a consultant specializing in space
management and new ways of working, and answer the questions.
1. What three organizational aspects of companies do BICG focus on?
_______________________________________________________
_______________________________________________________
_______________________________________________________
2. Why is their work necessary, and what are the advantages?
_______________________________________________________
_______________________________________________________
3. Who is most likely to resist change / embrace change?
_______________________________________________________
_______________________________________________________
Listen to the interview again. What nouns collocate with verbs 1-8?
1. accommodate ______________
2. achieve ______________
3. anticipate ______________
4. facilitate ______________
5. generate ______________
6. exchange ______________
7. assess ______________
8. measure ______________

Phrasal verbs:
1. Bring in: Earn. Example: The job BRINGS IN two thousand dollars a month.
2. Bring up: Mention. Example: They didn't BRING the subject UP at the meeting.
3. Do away: Abolish, get rid of. Example: The United Kingdom DID AWAY with the
death penalty in 1965.
4. Factor in: include something in a calculation or thinking. Example: We forgot to

factor in the cost of air-conditioning.
5. Give up: Surrender, stop trying. Example: I can't think of the answer; I GIVE UP.
6. Keep up: Maintain a continuous action, persist. Example: First I phoned you and
left a message that you should phone me; then you phoned and I was out, so
you left a message; then...! How long can we KEEP this UP without ever
speaking to each other directly?
7. Look into: Research, investigate. Example: We'll LOOK INTO the problem and
come back to you when we have the information.
8. Point out: Make someone aware of something. Example: He POINTED OUT that
I only had two weeks to get the whole thing finished.
9. Take over: Assume control of a company or organization. Example: The bank

was TAKEN OVER by a Hong Kong bank that needed to buy a bank to get into
the British market.
10. Turn out: Produce. Example: The factory TURNS OUT three thousand units a
day.

PHRASAL VERBS
Across
3. Assume control of a company or organization.
5. Earn.
6. Abolish, get rid of.
7. Research, investigate.
9. Surrender, stop trying.
10. Produce.
Down
1. Make someone aware of something.
2. Mention.
4. Include something in a calculation or thinking.
8. Maintain a continuous action, persist.

1. We have to keep __________________________ with our competitors. = We

have to be as successful as our competitors.
a) up b) on c) at
2. That factory __________________________ (= produces) 10,000 milk cartons

every day.
a) brings in b) turns out c) out
3. That branch __________________________ (= makes, earns) a lot of money.

a) brings in b) factors in c) takes up
4. You forgot to __________________________ in employee benefits. = You

forgot to include employee benefits in your calculation.
a) bring b) factor c) lead
5. I'll look __________________________ it. = I'll investigate it.

a) around b) in c) into
6. We'll have to do __________________________ with (= eliminate) some of

these provisions.
a) up b) over c) away
7. Robert _________________ as CEO (= replaced the previous CEO) back in 2008.

a) took over b) looked up c) went around
8. I'd like to point _________________ (= mention/remind everyone) that this has

always worked in the past.
a) up b) out c) in
9. Robert brought __________________________ (= raised) a very interesting

point.
a) around b) in c) up
10. We can't just __________________________. (= admit defeat and stop trying)

a) give up b) get up c) get around

Idioms:
1. An 800 pound gorilla - the biggest, most powerful group or company.
Example: "If we follow our plan to make this new software, we're going to
have a lot of competition, including from the 800 pound gorilla, Microsoft."
2. An old hand - a person who has long experience, especially in one place.
Example: "He can help us set up a new company. He's been working in this
industry for many years and knows the language of business - he's really an
old hand at this."
3. At the 11th hour - very late, at the very last minute. Example: "The
negotiated until late at night and it seemed they would never agree. Finally,
at the 11th hour, they came to an agreement."
4. Bring to the table - whatever you can possibly offer. Example: "I will meet
with Teacher Joe's new company to show him what we can bring to the
table."
5. Deep pockets - have a lot of money. Example: "If there is a price war, we
won't win because we don't have deep enough pockets."
6. Get your foot in the door - have a small opportunity that can become a big
opportunity in the future, if you do good work. Example: "Right now, I just
want to get my foot in the door, so they can see what I can do. Next year I
hope to start moving up in the company."
7. It will never fly - it won't be successful. Example: "We don't have to worry
about their idea competing with ours. It will never fly."
8. Jump through hoops - trying very hard (like a dog doing tricks!) Example:
"He's a tough boss. All of his subordinates have to jump through hoops to
prove their loyalty to the company."
9. Put your cards on the table - be completely honest. Example: "I think it's
time to put all of our cards on the table. Here's what we need..."
10. Learning curve - how much time needed to learn something new. Example:
"This new software has a long learning curve, so we have to give our staff
enough time to learn how to use it well."

IDIOMS
A B J E B O S P I E N T O T H E A A M A Z E I N G C H A N G
E N S U W R H T I T C H A R E O T C C U L R R I N G I N T H
E F E I M E I L E D W T H A T T I N T B E R E S T Y O U M I
T G J I N P V N H K Y I Y I H P P M A N F N S E G Q T A B H
U H R R G G T H G O C H L E Q L M T C K S D Y R S Y E G O B
M T X N P H W H K T X O E L C T E Y T I Z N N A L A S O P N
K A B V P E T I R Z O L P M N H V V J E L B V N U I R D H H
I U O E G W J H A O E T Y P T E E M T P D V W P I Z O O L J
O X J E T V N B U V U E H N E P V H W V N Q J B X S O R Z Z
F X G Q A R U X E N C G O E Y E M E K X A O T P R Y D Y Y X
L C Z O I Y A N Z S D S H F T L D J R B H D D I M E E D W A
D V O E H T T U T B D R J H N A Y O S F D D R X E O H F F X
R W F F B H F C E R Q H E K O R B C J J L Q A N J J T S X V
J B B Z H F Q J A M U Z A D O O U L N Z O Y A I F L N H W U
H L Q O C Z Z C U E U O I J P F P E E F N B N J N N I B E D
U A U A O A R J D V W I Y D D O E S V T A W P A A S T D I P
P R Q M I U Y M Q R Z B D U L D U S W A C Z V Z X Q O Z M B
R Q L L O B E B F U V W K F C N B N I S D K J T N T O B S S
C H M Y I V Q Y A C Y B P N F B O W D U W T N D Y J F I B T
P B T Y U L Y N W G B R N O H J T C C G F R E S V P R M W K
U U Z C Q O V P I N I I A S M D V U C Y O Q Z A C Y U Z C P
P F Z Z O W Y T L I U J B D F B M Q K I D R Q D L I O T W D
V O Q Q E J Z Q D N P C Y Q K I U T E U B D I V N C Y P X K
L T B X D K B N X R O M X C F E A D C V P F T L N U T C X X
F H A L C N D X Q A H W C Z Q X Z W P I V A I U L U E O W F
Q P Y L W L F Q U E N N C G A U K F M P V X V L R A G B N I
J H B B I D Q K L L U C B N N E F G E X Z E Y K N A I Q Y K
K X X N K B C G M H G N R C F W D K I H T G D G V D F D F G
I R K P U W D L F C G Z H I O H X V D R S W X X O X J C M V
P O X Q O A V C N C S B Z B G O M Q L O C I C Q T U M F D S
AN EIGHT HUNDRED POUND GORILLA GET YOUR FOOT IN THE DOOR

AN OLD HAND IT WILL NEVER FLY
AT THE ELEVENTH HOUR JUMP THROUGH HOOPS
BRING TO THE TABLE LEARNING CURVE
DEEP POCKETS PUT YOUR CARDS ON THE TABLE
__ __ __ __ __ __ __ __ __ __ __ __ __ __ __ __ __ __ __ __ __
__ __ __ __ __ __ __ __ __ __ __ __ __ __ __ __ __ __ __ __
__ __ __ __ __ __ __ __ __ __ __ __ __ __ __ __ __ __ __
__ __ __ __ __ __ __ .

Grammar Practice: Mixed tenses
1. This advertisement doesn't __________________________ people to buy the

product.
a) encouraged b) encourage c) to encourage
2. This advertisement __________________________ people to buy the product.

a) encourages b) encouraged c) A or B
3. I haven't seen numbers like these in 10 years.

a) didn't see b) haven't see c) A or B
4. Let's __________________________ this over lunch.

a) discuss b) to discuss c) be discussing
5. __________________________ a business is hard work.

a) Starting b) To start c) Having started
6. __________________________ three businesses myself, I know what I'm talking

about.
a) To start b) Starting c) Having started
7. This is an opportunity _________________ more directly with consumers.

a) to connect b) connecting c) connect
8. __________________________ with consumers isn't easy.

a) Connecting b) Connect c) To connect
9. He expressed concern about some of the deals currently

______________________.
a) take place b) taking place c) are taking place
10. Generally speaking, nobody __________________________ to carry around a

huge cellphone.
a) want b) is wanting c) wants

Presentations and public speaking in English
Preparation
Good preparation is very important. Good preparation and planning will give you
confidence. Your audience will feel your confidence and have confidence in you. This
will give you control of your audience and of your presentation.
Consider these points when preparing:
Objective
'Why am I making this presentation?'
Your objective should be clear in your mind.
Audience
'Who am I making this presentation to?'
How many people? Who are they? Business people? Professional people? Political
people? Experts or non-experts? A small, intimate group of 4 colleagues or a large
gathering of 400 competitors?
Venue
'Where am I making this presentation?'
A small hotel meeting-room or a large conference hall? Facilities and equipment?
Seating arrangements?
Time and length

'When am I making this presentation and how long will it be?'
Will it be 5 minutes or 1 hour? Just before lunch, when the audience is hungry, or just
after lunch, when the audience is sleepy?
Method
'How should I make this presentation?'
Formal or informal? Lots of visual aids or only a few? With or without anecdotes and
humour?
Content
'What should I say?'
Include only relevant information. Create a title for your presentation. The title will help
you to focus on the subject. Prepare your visual aids, if any.

Structure
Organize your presentation in a logical structure. Most presentations are
organized in three parts, followed by questions:
1 Introduction
- welcome your audience
- introduce your subject
- explain the structure of your presentation
- explain rules for questions
2 Body of presentation
- present the subject itself
3 Conclusions
- summarize your presentation
- thank your audience
- invite questions
+ Questions
Notes
Try to appear as spontaneous as possible. Do not read your presentation. Reading
a text is boring and will send your audience to sleep! Use notes to remember
everything you need to say. Some people make notes on small, A6 cards. Some people
write down just the title of each section of their talk. Some people write down
keywords to remind them.
Rehearsal
Practice your presentation two or three times so that you:
- become more familiar with what you want to say
- identify weaknesses in your presentation
- can practice difficult pronunciations
- can check the time that your presentation takes and make any necessary
modifications
Equipment
Your most important piece of equipment is YOU! Check your personal appearance
carefully.
Overhead Projector
The overhead projector (OHP) displays overhead transparencies (OHTs or OHPTs). It
has several advantages over the 35mm slide projector:
- it can be used in daylight
- the user can face the audience
- the user can write or draw directly on the transparency while in use

Whiteboard
The whiteboard is a useful device for spontaneous writing - as in brainstorming,
for example. For prepared material, the OHP may be more suitable.
Duster
The duster is used for cleaning the whiteboard.
Markers
Markers are used for writing on the:
- whiteboard (erasable - you can remove the ink)
- flipchart (indelible - you cannot remove the ink)
Flipchart
The flipchart consists of several leaves of paper that you 'flip' (turn) over. Some
people prefer the flipchart to the whiteboard, but its use is limited to smaller
presentations.
35mm Slide Projector
A slide projector must be used in a darkened room. Most slide projectors take
35mm transparencies or slides, but projectors for 6x6cm slides are also available.
Notebook Computer
The notebook computer is often used with an overhead projector, to project an
image from the computer screen onto the wall screen.
Hand-outs
Hand-outs are any documents or samples that you 'hand out' (distribute) to your
audience. It is not usually a good idea to distribute handouts before your presentation.
The audience will read the handouts instead of listening to you.
Delivery
'Delivery' is the way in which you actually deliver or give your presentation.
Delivery is at least as important as content.
Nerves
Most speakers are a little nervous at the beginning of a presentation. So it is
normal if you are nervous. Pay special attention to the beginning of your presentation.
This is when you establish a rapport with your audience. During this time, try to speak
slowly and calmly. After a few moments, you will relax and gain confidence.
Audience Rapport
You need to build a warm and friendly relationship with your audience. Be careful
to establish eye contact with each member of your audience. Each person should feel
that you are speaking directly to him or her.
Body Language
What you do not say is at least as important as what you do say. Your body is
speaking to your audience even before you open your mouth. Your clothes, your walk,
your glasses, your haircut, your expression - it is from these that your audience forms
its first impression as you enter the room. Generally speaking, it is better to stand
rather than sit when making a presentation. Avoid repetitive and irritating gestures.
Cultural Considerations
If we imagine a German working for an Israeli company making a presentation in
English to a Japanese audience in Korea, we can see that there are even many
possibilities for cultural misunderstanding. Try to learn about any particular cultural
matters that may affect your audience. Cultural differences can often be seen in body
language. To a Latin from Southern France or Italy, a presenter who uses his hands and
arms when speaking may seem dynamic and friendly. To an Englishman, the same
presenter may seem unsure of his words and lacking in self-confidence.
Voice quality
Your audience must be able to hear you clearly. In general, you should try to vary
your voice. Your voice will then be more interesting for your audience. You can vary
your voice in at least three ways:
- Speed: you can speak at normal speed, you can speak faster, you can speak
more slowly, and you can stop completely! Silence is a very good technique
for gaining your audience's attention.
- Intonation: you can change the pitch of your voice. You can speak in a high
tone. You can speak in a low tone.
- Volume: you can speak at normal volume, you can speak loudly and you can
speak quietly. Lowering your voice and speaking quietly can again attract
your audience's interest.
Visual aids
80% of what we learn is learned visually (what we see) and only 20% is learned
aurally (what we hear). This means that:
- visual aids are an extremely effective means of communication
- non-native English speakers do not need to worry so much about spoken
English since they can rely more heavily on visual aids
It is important not to overload your audience's brains. Keep the information on
each visual aid to a minimum - and give your audience time to look at and absorb this
information. Remember, your audience has never seen these visual aids before. They
need time to study and to understand them. Without understanding there is no
communication.
Apart from photographs and drawings, some of the most useful visual aids are
charts and graphs.
Audience Reaction
Remain calm and polite if you receive difficult questions during your presentation.
If you receive particularly awkward questions, you can suggest that the questioners ask
their questions after your presentation.

Language
Simplicity and Clarity
If you want your audience to understand your message, your language must be
simple and clear:
- use short words and short sentences
- do not use jargon, unless you know that your audience understands it
- talk about concrete facts rather than abstract ideas
- use active verbs instead of passive verbs
Active verbs are much easier to understand. They are much more powerful.
Consider these two sentences, which say the same thing:
Sentence 1: Toyota sold two million cars last year.
Sentence 2: Two million cars were sold by Toyota last year.
Which is easier to understand? Which is more immediate? Which is more
powerful? Sentence 1 is active and Sentence 2 is passive.
Signposting
When you drive on the roads, you know where you are. Each road has a name.
Each town has a name. And each house has a number. You can look at the signposts for
directions. It is easy to navigate the roads. You cannot get lost. But when you give a
presentation, how can your audience know where they are? They know because you
tell them. Because you put up signposts for them, at the beginning and all along the
route. This technique is called 'signposting' (or 'signaling').
During your introduction, tell your audience the structure of your presentation,
for example:
"I'll start by describing the current position in Europe. Then I'll move on to some
of the achievements we've made in Asia. After that I'll consider the opportunities we
see for further expansion in Africa. Lastly, I'll quickly recap before concluding with
some recommendations."
A member of the audience can now visualize your presentation like this:
Introduction
- Welcome!
- explanation of structure (now)
Body
- Europe
- Asia
- Africa
Conclusion
- summing up
- recommendations
Throughout your presentation, put up signposts telling him which point you have
reached and where you are going now. When you finish Europe and want to start Asia,
you might say:
- "That's all I have to say about Europe. Let's turn now to Asia."
- When you have finished Africa and want to sum up, you might say:
- "Well, we've looked at the three continents Europe, Asia and Africa. I'd
like to sum up now."
And when you finish summing up and want to give your recommendations, you
might say:
- "What does all this mean for us? Well, firstly I recommend..."
- Here are some useful expressions to signpost the various parts of your
presentation.
Introducing the subject:

- "I'd like to start by..."
- "Let's begin by..."
- "First of all, I'll..."
Finishing a subject:
- "Well, I've told you about..."
- "That's all I have to say about..."
- "We've looked at..."
Starting another subject:

- "Now we'll move on to..."
- "Let me turn now to..."
- "Next..."
Analyzing a point and giving recommendations:

- "Where does that lead us?"
- "Let's consider this in more detail..."
- "What does this mean for ABC?"
Giving examples:
- "For example,..."
- "A good example of this is..."
- "As an illustration,..."
Dealing with questions:

- "We'll be examining this point in more detail later on..."
- "I'd like to deal with this question later, if I may..."
- "I'll come back to this question later in my talk..."
Summarizing and concluding:
- "In conclusion,..."
- "Right, let's sum up, shall we?"
- "I'd like now to recap..."
Ordering:
- "Firstly...secondly...thirdly...lastly..."
- "First of all...then...next...after that...finally..."
- "To start with...later...to finish up..."
The presentation itself

Most presentations are divided into 3 main parts (+ questions):
- Introduction
- Body
- Conclusion
As a general rule in communication, repetition is valuable. In presentations,
there is a golden rule about repetition:
"SAY WHAT YOU ARE GOING TO SAY, SAY IT, THEN SAY WHAT YOU HAVE JUST
SAID."
In other words, use the three parts of your presentation to reinforce your
message:
In the introduction, say what your message is going to be.
In the body, say your real message.
In the conclusion, say what your message was.
Introduction
Use the introduction to:
- Welcome your audience:
- "Good morning, ladies and gentlemen"
- "Good afternoon, everybody"
Introduce your subject:

- "My purpose today is to introduce our new range of..."
- "I am going to talk about..."
Outline your structure:

"To start with I'll describe the progress made this year. Then I'll mention some of
the problems we've encountered and how we overcame them. After that I'll consider
the possibilities for further growth next year. Finally, I'll summarize my presentation
(before concluding with some recommendations)."

Give instructions about questions:
- "Please feel free to interrupt me if you have any questions."
- "I'll try to answer any of your questions after the presentation."
Body
The body is the 'real' presentation. If the introduction was well prepared and
delivered, you will now be 'in control'. You will be relaxed and confident.
The body should be well structured, divided up logically, with plenty of carefully
spaced visuals.
Remember these key points while delivering the body of your presentation:
- do not hurry
- be enthusiastic
- give time on visuals
- maintain eye contact
- modulate your voice
- look friendly
- keep to your structure
- use your notes
- signpost throughout
- remain polite when dealing with difficult questions
Conclusion
Use the conclusion to:
Sum up:
- "In conclusion,..."
- "I'd like to sum up now..."
Give recommendations:
- "In conclusion, my recommendations are..."
- "I would suggest / propose / recommend the following strategy."
Thank your audience:
- "Thank you for your attention."
- "May I thank you all for being such an attentive audience."
Invite questions:
- "Are there any questions?"
- "Can I answer any questions?"
Questions
You may wish to accept questions at any time during your presentation, or to
keep a time for questions after your presentation. It's your decision, and you should
make it clear during the introduction. Be polite with all questioners, even if they ask
difficult questions. Sometimes you can reformulate a question. Or answer the question
with another question. Or even ask for comment from the rest of the audience.

1. An OHP is for the display of 35mm slides.

__________
2. A document distributed to an audience is called a 'handout'.

__________
3. There are only two ways in which we can modulate our voice.
__________
4. Eighty percent of the information that we absorb is absorbed visually.

__________
5. A barchart can be horizontal or vertical.

__________
6. Active verbs are more powerful than passive verbs.

__________
7. Signposting is a technique used only during the introduction of a presentation.

__________
8. 'To rehearse' means 'to write'.

__________
9. It is important to give as much information on a graphic as possible.

__________
10. Indelible markers are intended for use with flipcharts, not whiteboards.
__________

Practice: Formal Presentation 1
Context:
A large insurance company is creating a strategy for facing the future and one of
its managers has been asked to attend a seminar on the future of working practices.
The manager is expected to report their findings to the management team
including the CEO. As the management team is cross-functional, specialist terminology
and jargon may not be understood by everyone.
Discuss the following questions.
1. How often do you give presentations and what kind of audiences do you
present to?
2. How do you feel about giving presentations?
3. How often do you listen to presentations and who gives these presentations?
4. What difficulties do you have when you listening to a presentation in English?
Listen to four extracts from a formal presentation. Fill in the notes on the slides
below.

Listen to the four extracts from the presentation again and refer back to the slides.
Note down the phrases which are used for the following functions.
Work with a partner. You are going to report back to your colleagues and CEO on
your findings from the presentation. Using your notes, prepare an outline for your
own presentation summarizing your findings.
1. Decide who will present which parts of your presentation, and what phrases
from the previous exercise will your use to structure and signal the different
parts of the presentation.
2. Practice giving your part of the presentation to each other. When listening to
your partner, check against your notes to see that they include all of the
relevant information, and that they use appropriate language.

Think of a change you would like to make at a company. Prepare to present your
proposal for change to the board of directors.
The presentation will be formal, so you need to prepare well.
Sketch out the structure of your presentation on a series of slides.
Include:
 Background information
 An outline of the structure
 Explanation of specialist terms
 A reference to something you will say latter
 A reference to something you said earlier
 A digression (you may want to use humor…)
 Links from one section to another
 A conclusion.
Write an e-mail inviting the pertinent people to the presentation.

Writing an e-mail:
Do’s and Don’ts of business e-mails.
DO
-write an informative subject line
-put the key point of your message up front
-be brief
-make it easy for the reader to reply yes or no or give a short answer (instead of "let me
know what you think" write "Is Monday or Wednesday at 2PM best for you?")
-make it easy to read, combine Upper & lowercase, use white space and legible font
-personalize by using conversational tone (contractions, pronouns)
-use symbols occasionally to emphasize (like 'that *is* a good idea')((I'm not fond of
this one))
-end well with an appropriate next step
-Proofread
-wait a moment before pressing 'send'
-make yourself look good online because your email can be forwarded to anyone or
everyone else in the company or anywhere
- restrict the message to one topic whenever possible
DON'T
-don't use email if the message needs to be private or secure (maybe the company has
a policy on this)
-don't send an email you wouldn't want anyone else to read, it's too easy to forward
-don't leave subject line blank
-don't use all capital letters
-don't forward a message without a brief comment why you're forwarding it
-don't overrun emails with smiley faces or other emoticons
-don't let emotions or offensive language detract from your message
-don't send without checking for mistakes
-don't email back the entire message you're responding to, rather you should
abbreviate a reference point.

Example 1: Formal
Hello,
I read on your web site that you offer Music CD copying for large quantities of CDs. I'd
like to inquire about the procedures involved in these services. Are the files transferred
online, or are the titles sent by CD to you by standard mail? How long does it usually
take to produce approximately 500 copies? Are there any discounts on such a large
quantity?
Thank you for taking the time to answer my questions. I look forward to your response.
Jack Finley
Sales Manager, Young Talent Inc.
(709) 567 - 3498
Example 2: Informal
At 16.22 01/07/2002 +0000, you wrote:
> I hear you're working on the Smith account. If you need any information don't
hesitate to get in > contact with me.
Hi Tom,
Listen, we've been working on the Smith account and I was wondering if you could give
me a hand? I need some inside information on recent developments over there. Do you
think you could pass on any information you might have?
Thanks
Peter
Peter Thompsen
Account Manager, Tri-State Accounting
(698) 345 - 7843

Important Points to Remember
•Email is much less formal than a written letter. Emails are usually short and
concise.
•If you are writing to someone you don't know, a simple "Hello" is adequate.
Using a salutation such as "Dear Mr. Smith," is too formal.
•When writing to someone you know well, feel free to write as if you are
speaking to the person.
•Use abbreviated verb forms (He's, We're, He'd, etc.)
•Include a telephone number to the signature of the email. This will give the
recipient the chance to telephone if necessary.
•It is not necessary to include your email address as the recipient can just reply to
the email.
•When replying eliminate all the information that is not necessary. Only leave the
sections of text that are related to your reply. This will save your reader time
when reading your email.

Module 3
Reading:
What are employers looking for?
Most employers say that they wish to employ the right person for the right job. A
recent report by Britain's independent Institute of Manpower Studies, however,
disagrees with this. The report states that most employers wish to avoid employing the
wrong person. Rather than looking for the right person, they are looking for applicants
to turn down.
The report also suggests that in Britain and in many other parts of the world, the
selection methods used to identify the right person for the job certainly do not match
up to those used to evaluate a piece of new equipment. Recruiters used three main
selection methods: interviewing, checking curriculum vitae or application forms against
pre-decided criteria, and examining references. Most of the recruiters consulted in this
survey stated that these selection methods were used more for "weeding out"
unsuitable candidates rather than for finding suitable ones.
Interviews were considered to be more reliable than either curriculum checks or

references from past employers. Research, however, proves otherwise. Interviewers'
decisions are often strongly influenced by their previous assessment of the written
application. Also, different recruiters interpret facts differently. One may consider
candidates who have frequently changed jobs as people with broad and useful
experience. Another will view such candidates as unreliable and unlikely to stay for
long in the new job.
Some employers place great importance on academic qualifications whereas the

link between this and success in management is not necessarily strong. Some recruiters
use handwriting as a criterion. The report states that there is little evidence to support
the validity of the latter for assessing working ability. References, also, are sometime
unreliable as they are rarely critical, whereas checks on credit and security records and
applicants' political leanings are often the opposite.
The report is more favorable towards trainability tests and those which test
personality and personal and mental skills. The report concludes by suggesting that
interviewing could become more reliable if the questions were more structured and
focused on the needs of the employing organization.

1. Reject
________________________________________________________________
2. A written account of a person's education and work experience
_______________________________________________________________
3. Standards or principles upon which judgments are based
_______________________________________________________________
4. Eliminating people or things or unacceptable quality
______________________________________________________________
5. Place a particular meaning on something
_____________________________________________________________
6. Slight tendency to favor one thing rather than the other
____________________________________________________________
Answer the following questions
7. What do employers look for?
____________________________________________________________
8. What three selection methods are used by recruiters?
____________________________________________________________
9. What does the report say there is little evidence of?
____________________________________________________________
10. What does the report finally suggest?

______________________________________________________________

Listening:
Context:
Alanas Pharma Inc. is a cosmetics firm based near Barcelona, Spain. Its products
have had a run of poor reviews in women’s magazines, and it received some bad
publicity in Germany and the Netherlands over its animal testing policies. It hopes to
reverse this negative perception with its new range of skin creams – all organic and
hypo-allergenic. The plan is to launch the range at an international cosmetics exhibition
in Berlin in two months’ time. The company has outsourced production to a factory in
South Korea and is expecting the first batch of stock to be shipped to Berlin in time for
the launch.
This e-mail arrived from South Korea. What is the problem? What issues might this
problem cause for the marketing managers, Laura and Andrew?
Listen to the first part of the conference call, and discuss these questions.
1. What exactly is the problem at the factory?
_______________________________________________________
2. Who is more sympathetic about the problem, Laura or Andrew?
_______________________________________________________
3. What could happen to Alanas Pharma Inc. if the problem is not resolved?
_______________________________________________________

Put phrases a-g from the first part of the conference call into these categories.
Refusing to change plans: ______________________________________________
___________________________________________________________________
Accepting the need to change plans: _____________________________________
___________________________________________________________________
Describing the current position: ________________________________________
___________________________________________________________________
a) … we are in a very difficult situation.
b) … let’s try to find a way around this.
c) … this is beyond our control.
d) I’m afraid it is just not possible.
e) We are stuck with this situation.
f) I have to say no to …
g) … we have reached the point where we …
Listen to the second part of the call, and discuss these questions.
1. What suggestions are put forward?
___________________________________________________________
2. How do the others react to the suggestions?
___________________________________________________________
3. What solution would you have chosen?
___________________________________________________________
Listen again and complete phrases 1-10.

1. … that’s ________________________ the question.
2. … that ________________________ work.
3. Would you ________________________ accepting delivery by the final day of
the exhibition?
4. That’s not out of ________________________.
5. … I refuse ________________________ on this.
6. I have to ________________________ on this…
7. Could you ________________________ with some samples of the product?
8. We can’t ________________________ that.
9. What would you ________________________ a smaller run for us…?
10. … I’d ________________________ to prioritize that.

Which phrases would be used by someone who…
a) Is trying to reach a compromise?
________________________________________________________________
b) Is not willing to compromise?
_______________________________________________________________
c) Might be prepared to compromise?
_______________________________________________________________
d) Knows that what he/she is offering is not really satisfactory?
_______________________________________________________________
Listen to the final part of the conference call. Do you think they have come to an
acceptable agreement for all parties?
Listen again and note down the phrases they use to agree on a solution.
_________________________________________________________________________
_________________________________________________________________________
_________________________________________________________________________
_______________________________________________________________________

Phrasal verbs:
1. Draw up: Prepare a contract. Example: The contract was DRAWN UP by our
solicitor.
2. Get at: Mean. Example: What do you think she's GETTING AT? I've no idea what
she wants.
3. Head up: Be in charge. Example: He's HEADING UP the steering committee.
4. Lay off: Make an employee redundant. Example: The hotel LAY OFF twenty staff
because tourist numbers were down.
5. Lead off: Start, begin. Example: Let's lead off with introductions around the
table
6. Lead up to: In the period just prior to something. Example: This change was
reflected in the opinion polls conducted in the lead up to the election.
7. Roll out: Introduce something new to public. Example: The Company plans to
roll out its new product range in the spring.
8. Take off: Make great progress. Example: The software house really TOOK OFF
when they produced the latest version of their DTP package.
9. Team up: Join forces. Example: The two councils have TEAMED UP to launch a
joint investment plan.
10. Work out: Find the answer or solution. Example: I couldn't WORK OUT all the
answers to the crossword puzzle.

PHRASAL VERBS
Across
3. Introduce something new to public.
6. In the period just prior to something.
9. Start, begin.
Down
1. Mean.
2. Find the answer or solution.
4. Prepare a contract.
5. Make great progress.
6. Make an employee redundant.
7. Be in charge.
8. Join forces.

1. In the weeks __________________________ up to (= before) the meeting, we'll

all have to work very hard.
a) bringing b) leading c) taking
2. They __________________________ (= created, developed) a brilliant

marketing strategy.
a) turned around b) brought in c) drew up
3. We always contract that work __________________________. (= we get

someone else to do it)
a) up b) out c) around
4. I want Mary to __________________________ (= assume the lead in) the new

Latin American unit.
a) head up b) factor in c) lead off
5. Let me __________________________ (= start) by saying how proud I am of

your contribution to this company.
a) lead off b) write off c) start on
6. You two should work together on this project. = You two should
___________________ on this project.
a) work off b) put in c) team up
7. The new cellphones will _________________ (= will be launched) in November.

a) roll out b) come off c) go through
8. I'm not sure what you're getting _________________. = I'm not sure what you
mean.
a) at b) out c) off
9. Ford plans to __________________________ off 1,000 workers. = 1,000 Ford

workers will lose their jobs.
a) lift b) lay c) go
10. Our business is really taking __________________________! = Our business is

really becoming successful!
a) up b) in c) off

Idioms:
1. At stake: Something that can be gained or lost. Example: There was much at
stake during the negotiations between the nurses and the government.
2. Bone of contention: The subject or reason for a fight or dispute. Example: The
size of the project was a bone of contention between the city and the
developer.
3. Call the shots: To be in charge. Example: During the meeting the vice-president
was calling the shots.
4. Fall through: To fail, to be ruined, to not happen. Example: The deal for the new
machinery fell through and we will have to look for another supplier.
5. Go back to square one: To go back to the beginning. Example: The meeting was
a failure and we were forced to go back to square one.
6. Paint oneself into a corner: To get into a bad situation that is difficult or
impossible to escape. Example: The negotiations became easier when the other
side painted themselves into a corner.
7. Throw (someone) a curve: To mislead or deceive someone. Example: The
purchasing manager threw us a curve when he said that he would not need any
of our products until next year.
8. Turn thumbs down on (something): To reject something. Example: The other
negotiating team turned thumbs down on our wish to postpone the meeting
until tomorrow.
9. Iron (something) out or iron out (something): To solve a problem. Example: We
spent several hours ironing out the final details of the contract.
10. Wrap up (something) or wrap (something) up: To finish something (a job, a
meeting etc.) Example: We wrapped up the meeting and went home for the
weekend.

Choose an idiom to replace the expression in the brackets:
1. The junior salesperson was (in charge) during the meeting.
(a) driving a hard bargain (b) getting the message (c) dragging her heels
(d) calling the shots
2. We worked very hard to (find a solution to) the problems with the computer
supplier.
(a) drag on (b) turn thumbs down on (c) iron out (d) break off
3. After the talks failed we were forced to (go back to the beginning).
(a) stand our ground (b) make headway (c) go back to square one
(d) hang in the balance
4. In the end we (rejected) the proposal that the company made.
(a) turned thumbs down on (b) watered down (c) nailed down
(d) wrapped up
5. We decided to abandon the project when the negotiations (failed).
(a) dragged on (b) faced down (c) played into our hands (d) fell through
6. During the meeting I (got into a bad situation) which was very difficult to deal
with.
(a) painted myself into a corner (b) got down to brass tacks
(c) came to terms (d) started the ball rolling
7. The new contract was a major (reason for a dispute) between the workers and
the company.
(a) setback (b) trump card (c) rock-bottom offer (d) bone of contention
8. There was much (to be gained or lost) when we began the discussions of the
new contract.
(a) under the wire (b) smoothed over (c) common ground (d) at stake
9. Our opponents tried to (mislead us) during the meeting.
(a) come to terms (b) throw us a curve (c) meet us halfway (d) force our
hand
10. We (finished) our work and went home early.
(a) smoothed over (b) talked over (c) wrapped up (d) followed up

Grammar Review:
1. MasterCard __________________________ built its marketing around the

theme, "There are some things money can't buy.
a) B or C b) has built c) built
2. If they __________________________ us earlier, we could have set up a

meeting.
a) contact b) had contacted c) have contacted
3. I hadn't __________________________ the figures were so low.

a) realized b) been realized c) been realizing
4. Visa __________________________ MasterCard’s main competitor.

a) is being b) is c) A or B
5. We're currently __________________________ that part of the contract.

a) negotiated b) being negotiated c) negotiating
6. That part of the contract is currently __________________________.

a) negotiating b) negotiated c) being negotiated
7. We successfully _________________ the inclusion of that amendment.

a) negotiated b) being negotiated c) negotiating
8. The outcome __________________________ known until next week.

a) will be b) won't be c) A or B
9. The outcome __________________________ known next week.

a) will be b) won't be c) A or B
10. These fees are not __________________________ in the estimate.

a) included b) including c) A or B

Negotiations in English
One of the most important skills anyone can hold in daily life is the ability to
negotiate. In general terms, a negotiation is a resolution of conflict. We enter
negotiations in order to start or continue a relationship and resolve an issue. Even
before we accept our first jobs, or begin our careers, we all learn how to negotiate. For
one person it begins with the negotiation of an allowance with a parent. For another it
involves negotiating a television schedule with a sibling. Some people are naturally
stronger negotiators, and are capable of getting their needs met more easily than
others. Without the ability to negotiate, people break off relationships, quit jobs, or
deliberately avoid conflict and uncomfortable situations.
In the world of business, negotiating skills are used for a variety of reasons, such
as to negotiate a salary or a promotion, to secure a sale, or to form a new partnership.
Here are a few examples of different types of negotiations in the business world:
 Manager and Clerk: Negotiating a promotion
 Employer and Potential Employee: Negotiating job benefits
 Business Partner A and B: Making decisions about investments
 Company A and Company B: Negotiating a merger
 Customer and Client: Making a Sale
The Art of Negotiating
Negotiating is often referred to as an "art". While some people may be naturally
more skillful as negotiators, everyone can learn to negotiate. And, as they often say in
business, everything is negotiable. Some techniques and skills that aid people in the
negotiating process include:
 Aiming high
 Visualizing the end results
 Treating one's opponent with respect and honesty
 Preparing ahead of time
 Exhibiting confidence
Throughout this lesson, we will review important techniques and skills to learn
before negotiating. We will also examine certain tactics your opponents may use at the
negotiating table. These pages are designed to prepare you for negotiating in English in
the business world, but they will also help you achieve your goals in everyday life.

Case Study
We will follow the negotiations taking place at a fictional company called
Landscape Laborers. Markus, a landscaper who has been with this company for five
years, believes he is underpaid. He also thinks he deserves more seniority over his crew
members. Markus's manager, Louis is also the owner of Landscape Laborers. Though
Louis values Markus more than any of his other laborers, he isn't sure that he can
afford to pay him more, especially at this time of year when work is unsteady.
Read through the lesson and find out how Markus prepares his case and presents
it to management, and how the two parties negotiate and achieve their goals.
Vocabulary
Word
Meaning Example Sentence
Part of speech
We can't offer you the raise you

alternatives
other options requested, but let's discuss some
noun
other alternatives.
amplify expand; give more Could you amplify on your

verb information proposal please.
We're better to settle this between

arbitration conflict that is addressed by
us, because a formal arbitration
noun using a neutral third party
will cost both of us money.
We bargained on the last issue for

bargain try to change a person's mind
over an hour before we agreed to
verb by using various tactics
take a break.
bottom-line I'll accept a raise of one dollar per

the lowest one is willing to go
noun hour, but that's my bottom-line.
collective together This is a collective concern, and it

adj isn't fair to discuss it without Marie
present.
If you are willing to work ten extra

compensate
make up for a loss hours a week we will compensate
verb
you by paying you overtime.
comply I'd be willing to comply if you can

agree
verb offer me my own private office.
changing one's mind/terms We are willing to compromise on

compromise
slightly in order to find a this issue because it means so
verb
resolution much to you.
concession a thing that is granted or I think we can offer all of these

noun accepted concessions, but not all at once.
conflict It is impossible to engage in

resolution general term for negotiations conflict resolution when one of
noun the parties refuses to listen.
I confronted my boss about being

confront present an issue to someone
undervalued, and we're going to
verb directly
talk about things on Monday.
consensus It would be great if we could come

agreement by all
noun to a consensus by 5:00 P.M.
I have appreciated your

cooperation
the working together cooperation throughout these
noun
negotiations.
In their counter proposal they

counter the offer/request which is suggested that we keep their
proposal presented second in response company name rather than
noun to the first proposal creating a new one.
counterattack Before we could start our

present other side of an issue
verb/noun counterattack they suggested we

sign a contract.
I tried to close the discussions at

counterpart person on the other side of
noon, but my counterpart would
noun the negotiations
not stop talking.
In the past I have had little respect

cordially for that client, but today she spoke
politely
verb/noun cordially and listened to my point
of view.
They had some last minute

demands needs/expectations that one
demands that were entirely
adv. side believes it deserves
unrealistic.
When the discussions came to a

deadlock point where neither party will deadlock we wrote up a letter of
noun give in intent to continue the negotiations
next week.
I was hoping to avoid discussing

dispute
argument/conflict last year's dispute, but Monica is
noun
still holding a grudge.
Max has such a loud voice, he

dominate have the most
tends to dominate the
verb control/stronger presence
conversations.
My contract says that I am entitled

entitled
be deserving of to full benefits after six months of
adj
employment.
flexible We have always been flexible in

open/willing to change
adj terms of your working hours.
haggling arguing back and forth (often We've been haggling over this
verb about prices) issue for too long now.
hostility long-term anger towards I want you to know that we don't

noun another have any hostility towards your

company despite last year's mixup.
make a request that is much I'm planning to high-ball my

high-ball
higher than you expect to expectations when I open the
verb
receive discussion.
impulse quick decision without I acted on impulse when I signed

noun thought or time that six-month contract.
They were so indecisive we finally

indecisive has difficulty choosing/making
asked them to take a break and
adj a decision
come back next week.
(bargaining power)
We have a little bit of leverage
leverage something that gives one
because we are the only stationary
noun party a greater chance at
company in town.
succeeding over another
After a bit of log-rolling we came

log-rolling trading one favour for
to an agreement that pleased both
verb another
of us.
offer something much lower I was expecting my boss to low-

low-ball
than you think the opponent ball in the initial offer, but he
verb
will ask for proposed a fair salary increase.
convince by altering or not They misled us into thinking that

mislead
telling the whole truth about everything could be resolved
verb
something today.
mutual The decision to call off the merger

agreed by both or all
adj was mutual.
My prime objective is to have my

objective
goal for the outcome family members added to my
noun
benefits plan.
From my point of view it makes

point of view
person's ideas/ thoughts more sense to wait another six
noun
months.

pressure work hard to convince He pressured me to accept the
verb another of an idea terms by using intimidation tactics.
proposal While I listened to their proposal I

argument to present
noun noted each of their objectives.
His positive body language

receptive
open to/interested in an idea demonstrated that he was
adj
receptive to our suggestions.
Mary's resentment stems from our

resentment anger held onto from a
not choosing her to head the
noun previous conflict
project.
resistance We didn't expect so much

a display of opposition
noun resistance on the final issue.
Before you can resolve your

resolve end conflict, come to an
differences you'll both need to
verb agreement
calm down.
tactics strategies used to get one's There are certain tactics that all
noun goals met skillful negotiators employ.
There was a lot of tension in the

tension feeling of stress/anxiety
room when George threatened to
noun caused by heavy conflict
quit.
Lower payments over a longer

trade-off terms that are offered in period of time sounded like a fair
noun return for something else trade-off until we asked about
interest charges.
His ultimatum was that if I didn't

ultimatum a final term that has serious agree to give him the raise he
noun consequences if not met asked for, he'd quit today without
two weeks’ notice.
unrealistic It's unrealistic to think that we will

very unlikely to happen
adj have all of our demands met.

We considered it a victory because
victory
a win they agreed to four of our five
noun
terms.
The client will only yield to our

yield to give in to another's
conditions, if we agree to work
verb requests
over the holiday weekend.

NEGOCIATIONS
L Q E H E M N L Y P H S H Y T H B F G T A T U E B P O F T X
P A N P U N A V D U E I F I A M P L I F Y B F R D V B L G C
W R S T V S T I K V W N E E G A R E V E L G D U O O J E C O
U Q U O O X S I I I I O T K O H W C O M P E N S A T E X O M
X A U P P P J T T Y L S N I A G B E S I D R H S D G C I O P
L V O M U O A Y A L C D N A G P M A I H T G D E P M T B P L
O R W T P N R A K I E D I L Y M T O L V T A T R C R I L E Y
P R E N R P D P T X E D F O D F P W C L F Y X P C V V E R V
D F A E X T F C R C E S L U P M I U M P M O V X I X E V A F
E Z T T I A A S I E A R B I T R A T I O N J T P T F H L T H
M L I N L T N S B M T N E M T N E S E R T M Z N S U F I I Y
A O D O D D I N Z O U N N O I T U L O S E R T C I L F N O C
N X K R Z V W O C E T T U Y W J F F O E D A R T L O C I N S
D X K F E I K L D D Q T Q O K L H B M D W X R P A D P D S V
S W C N S S Y L M C A A O W C A L N A E L E T L E W L T M R
M M A O D O M I N A T E D M G M T A V R C X Q W R K Z N C S
G Y T C K M J A V K C G L G L N J I B E G E X T N C R O W U
F M T G N I L L O R G O L S C I T E P W E A U E U U K K E S
A M A T D S D G Q J Y I M O I C N T S S O A I R N N C E U N
V W R M Z C U Z A Y N R U P E M I E C E M L J N J O O X E E
A P E T G T P K L G Q N W L R V N Y O J C U X Y L J Z P V S
O P T J M W V L J M T I L N E O J Q N S V N T D E H K Q L N
S X N C K C A A J E C O W K E W M J C U X I A A O V T U O O
O D U O P I S G R Q C J W O M R J I E X D E C T M A V F S C
H L O H D H G P I L R V R I C K N D S X D Q K T S I G T E W
J M C R V J A C Y W I H N W J I F S S E H C H J O I T A R H
Z W O T M R H O S T I L I T Y I D L I F C N O K G R S L Y W
X C N C T X Q D Z E I A S T E N S I O N D L E I Y Y Y E U I
C L H X S S E L T X Y G K C A H U Z N X L F E G X H R O R S
X U P U M Y N X R D C F B G A V K B S T T Z I Y F O V V R Y
ALTERNATIVES COUNTERPROPOSAL OBJECTIVE
AMPLIFY DEADLOCK POINTOFVIEW
ARBITRATION DEMANDS PRESSURE
BARGAIN DISPUTE PROPOSAL
BOTTOM-LINE DOMINATE RECEPTIVE
COLLECTIVE ENTITLED RESENTMENT
COMPENSATE FLEXIBLE RESISTANCE
COMPLY HAGGLING RESOLVE
COMPROMISE HIGH-BALL TACTICS
CONCESSION HOSTILITY TENSION
CONFLICTRESOLUTION IMPULSE TRADE-OFF
CONFRONT INDECISIVE ULTIMATUM
CONSENSUS LEVERAGE UNREALISTIC
COOPERATION LOG-ROLLING VICTORY
CORDIALLY LOW-BALL YIELD
COUNTERATTACK MISLEAD
COUNTERPART MUTUAL

Vocabulary Quiz
1. It took over five hours of negotiating for the parties to come to a ___________.
a) hostility b) bottom-line c) consensus d) indecisive
2. It was a ______________ decision to settle our differences out of court.
a) flexible b) mutual c) unrealistic d) victorious
3. One ______________ that always works is to ask your counterpart to speak
first.
a) tactic b) bargain c) resistance d) tension
4. We would have more ______________ if we had some more recent statistics to
use.
a) haggling b) concession c) impulse d) leverage
5. They were ______________ to our proposal until we made our last demand.
a) hostility b) receptive c) resistance d) tension
6. We were ______________ over prices all afternoon.
a) misleading b) conflict c) dispute d) haggling
7. I wasn't expecting our opponents to ______________ so quickly.
a) amplify b) yield c) counterproposal d) arbitration
8. When I ______________ the client about their promise they agreed to honor it.
a) log-rolled b) entitled c) confronted d) dominated
9. If that is your only ______________ I would be happy to concede.
a) pressure b) objective c) victory d) cooperation
10. Within ten minutes the negotiations had already ended in a ______________.
a) deadlock b) counterpart c) collective d) bottom-line

Preparing to Negotiate
Lack of preparation in a negotiation almost always sets a person up for failure.
First and foremost, each party must clearly define their own goals and objectives.
Secondly, each party must anticipate the goals of the opposition. This may require
doing some background research. Finally, each party must come up with various
alternatives to their main objectives.
Markus Prepares to Negotiate with Louis

Markus approaches Louis after his shift on Friday afternoon and asks if he can
arrange a meeting to discuss a potential promotion. Louis sighs and reminds Markus
that they already had this discussion last year. Markus agrees, but reminds Louis of his
loyalty to the company and insists that they speak again on the subject next week.
Eventually Louis, who is afraid that Markus might quit on the spot, agrees to meet on
Monday during the crew's lunch hour.
Over the weekend, Markus thinks about Monday's meeting. Last year, he was
unprepared to negotiate and ended up only getting a 50 cent/hour pay raise. This did
not satisfy him, and he has continued to feel undervalued ever since. Many times, after
a hard day at work, Markus has considered quitting. However, it is difficult to find work
in the middle of winter. Markus has a family to support and he can't afford to lose his
job.
Markus decides to do some research on negotiating. He learns the principles
behind collaborative negotiating, and decides that this is the approach he will take this
time. After he has understood the concept he can ask himself the preparatory
questions above. Finally, he can apply the rules of collaborative negotiating to his own
case.
Here are some preparatory questions to ask yourself before beginning talks with
the other party:
 What is my main objective?
 What are all of the alternatives I can think of?
 Why do I deserve to have my goals met?
 What will my opponent's counter proposal likely consist of?
 How can I respond to this counter proposal?
 When would I like to have this issue resolved?
 What is my bottom-line?
 What market research/homework do I need to do to back up my cause?
 What is my bargaining power compared to my opponent's?
 What do I know about the principles of negotiating?

Markus Answers the Preparatory Questions
 My main objective is to be named crew foreman and to earn a salary that is
competitive with other foremen in the area.
 Alternatives include looking for work elsewhere, asking for a dollar more an
hour, suggesting that Louis hire someone else to take on extra duties.
 I deserve this promotion because I have worked with Landscape Laborers for
five consecutive years, and have received many compliments from satisfied
clients. I am the team member who reports early every morning and leaves last.
If we are under a deadline, I work through my lunch hour. All of the other team
members come to me with their questions.
 Louis will likely say that he can't afford to pay me more because business is slow
in the winter. He will say that there are plenty of qualified laborers who will do
the work for less money.
 Both of these arguments are probably true. Landscape Laborers lost a lot of
money last year due to poor weather. There were a few weeks that we couldn't
work, but Louis had to pay us anyway because of our contracts. And,
unemployment is at an all-time high in our region. However, Louis just signed a
contract with a new company that will mean regular work for at least the next
two years. Also, the other team members rely on me, and none of them have
the experience to take over my position if I quit. It will cost Louis a lot of money
to train a new landscaper to do everything that I do.
 I understand that winter is tough on this business, so I would like to have this
issue resolved by spring.
 I will look into three other local landscaping businesses and inquire about the
salary and benefits of its employees. I will also review the classified ads to see if
any other companies are hiring or looking for a foreman.
 My bottom-line is to receive an extra dollar an hour and to be named team
manager.
 I think Louis and I have equal bargaining power right now. None of the other
current members of our team are as committed to the job as I am. However,
unemployment is high and there are other people he could hire.
 I have never been a strong negotiator. I need to learn more about negotiating
strategies and tactics.

Collaborative Negotiating
In business, the goal of negotiating parties should always be for mutual gain. This
type of win-win negotiation is often called collaborative negotiating. The opposite of
collaborative negotiating is called competitive negotiating. The goal of competitive
negotiating is for one party to win and the other to lose. Dishonest practices, such as
lying, manipulation, intimidation, and bribery are often used in this type of negotiation.
Main Principles of Collaborative Negotiating:
 Resolve previous conflicts ahead of time

 Deal with issues, not personalities
 Commit to listening more than speaking: The more you know about your
counterpart, the more likely you will achieve your goals. You cannot convince
someone of something when you do not know anything about them, or what
their own needs are. A common mistake is to prepare one's next question or
point while the opponent is speaking.
 Establish trust in the onset
 Develop a common goal
 Discuss a common enemy
 Take opponent's views/needs into careful consideration: Not only do you want
to win this negotiation; you want your opponent to win as well, so that he or
she will negotiate with you again in the future.
Markus Applies the Principles for Collaborative Negotiating

 I will not discuss the fact that I was only offered a 50 cent raise last year. It was
my fault for not being prepared to negotiate.
 Even though I think Louis is lazy, and takes too many days off when we are busy,
I will not point out his shortcomings. This is about my promotion, not his work
ethic.
 I will first thank Louis for employing me for five consecutive years. I will tell him
that the stable work has meant a lot to me and my family, and I appreciate the
security, especially with so many people out of work.
 I will tell Louis that I think his company is one of the most respected landscape
companies in the region, and ensure him that my goal is to have a lifelong career
at Landscape Laborers.
 I will say that I hope I will never have to work for a company that does a poor
job, such as Powell Designs.
 I will acknowledge that last year's weather was a problem and note that it is not
anyone's fault that the company lost money.

Preparing to Negotiate a Job Offer
Negotiating a job offer should mean more than just saying, yes. Though being
offered a job is an exciting time, it is also an important time to use your negotiating
skills. Here are some issues you may want to raise before you accept:
 Salary
 Promotion Opportunities
 Insurance (medical, dental, accident, life)
 Holidays
 Vacation time
 Retirement/pension plans
 Stock options
 Overtime
 Expenses
The Negotiation Process

It's time to negotiate! Here are a few golden rules to successful negotiations:
1) Always try to negotiate for at least 15 minutes. Any less than that and it is
unlikely that either party has had enough time to fairly consider the other
side. Generally, the size or seriousness of the negotiation determines the
amount of time needed to negotiate it. Setting a time limit is a good idea.
Approximately 90% of negotiations get settled in the last 10% of the
discussion.
2) Always offer to let the other party speak first. This is especially important if
you are the one making a request for something such as a raise. The other
party may have overestimated what you are going to ask for and may actually
offer more than what you were going to request.
3) Always respect and listen to what your opponent has to say. This is important
even if he or she does not extend the same courtesy to you. Do your best to
remain calm and pleasant even if the other party is displaying frustration or
anger. Remember some people will do anything to intimidate you.
4) Acknowledge what the other party says. Everyone likes to know that what
they say is important. If the other party opens first, use it to your advantage,
by paraphrasing what you have heard. Repeat their important ideas before
you introduce your own stronger ones.
5) Pay attention to your own and your counter partner’s body language.
Review the chart below to learn how to interpret body language during the
negotiations. Make sure that you aren't conveying any negative body
language.

Language to use to show understanding/agreement on a point:
 I agree with you on that point.
 That's a fair suggestion.
 So what you're saying is that you...
 In other words, you feel that...
 You have a strong point there.
 I think we can both agree that...
 I don't see any problem with/harm in that.
Language to use for objection on a point or offer:

 I understand where you're coming from; however,...
 I'm prepared to compromise, but...
 The way I look at it...
 The way I see things...
 If you look at it from my point of view...
 I'm afraid I had something different in mind.
 That's not exactly how I look at it.
 From my perspective...
 I'd have to disagree with you there.
 I'm afraid that doesn't work for me.
 Is that your best offer?
Body Language Possible meaning

 Lying
Avoiding Eye Contact  Not interested
 Not telling the whole truth
 Trying to intimidate
Serious Eye Contact
 Showing anger
 Nervousness
Touching the face/fidgeting  Lack of confidence
 Submission
 Agreeing
Nodding
 Willing to compromise
 Frustrated
Shaking the head/turning away  In disbelief
 Disagreeing with a point

Markus Opens the Negotiations
It's finally lunchtime and Markus and Louis meet as planned. Markus offers for Louis to speak
first, but Louis declines:
Markus: Thanks again for agreeing to meet today. I really appreciate you taking the time during
your lunch.
Louis: Okay, well, let's get started. I'd like to resolve this as soon as possible so we can get back
to work.
Markus: Great. Okay, well, if there's anything you'd like to say first, please be my guest.
Louis: Oh, no, I insist you go first. After all, you're the one who asked to meet with me.
Markus: Very well then. First of all I want you to know that I am fully aware of the challenges
you have faced in running this company in the last few years. I understand that the poor
weather last year ended up costing you and all of the local landscape companies a lot of
money. However, I think you realize that I am unsatisfied with my current salary. I've been with
Landscape laborers for 5 years now and there have been many other years that were
profitable. Despite how much your business has grown, I'm making less than a dollar more than
I was the day I started.
Louis: You're lucky to have a job in these times.
Markus: Yes, and I'm very thankful that you have employed me all this time, especially during
the slow seasons when the company is struggling to make a profit. It means a lot to me to have
that stability, which is why I have remained loyal to your company.
Louis: You haven't had much choice but to remain loyal, Markus. There are no jobs out there.
Markus: Well if you don't mind, I'd like to finish what I have to say and then you can let me
know what your position is. As a matter of fact, there are a few companies hiring right now in
our area. These are not all necessarily companies that I would be interested in working with.
For example, you and I both know that I would never want to work for a company such as
Powell Designs. I'd much prefer to be associated with a company like Landscape Laborers
because we do a good job. Having said that, I took the liberty of calling a few other local
companies to find out what type of salary packages they offer to their foremen.
Louis: Foremen? I don't have a foreman. I never have. It's not my style. Don't forget, you're a
contract laborer just like the rest of the crew.
Markus: Yes, I thank you for bringing that up. Besides deserving a higher salary, one that is
competitive with local companies, I also think that I deserve a new title. You and I both know
that the crew looks to me as though I am a foreman, even though I don't have the title.
Louis: You don't have the title, but you also don't have the responsibility. It's a lot of work
being a foreman.
Markus: Exactly. And you can't say that you haven't noticed me coming in earlier than the
others and leaving later. I also designate jobs to all of the crew members each morning and call
suppliers when needs arise. These are duties of a foreman, am I right?
Louis: I suppose. But a foreman also helps solve conflicts that arise within a team, and deals
with customer complaints. You always pass those things on to me.
Markus: I agree with you on that. However, I would be willing to take on these extra
responsibilities, should you offer me a foreman position at a rate of $25.00 per hour.

Coming to a Close or Settlement
There are a number of signals that indicate that negotiations are coming to a
close. This may not always mean that an agreement has been reached. In many cases,
there are many rounds of negotiations. The preliminary round may uncover the major
issues, while subsequent rounds may be needed to discuss and resolve them. Here are
some signals of talks coming to a close:
 A difference of opinion has been significantly reduced
 One party suggests signing an agreement.
 One or both parties indicate that a period of time to pause and reflect is
necessary.
Beware of last-minute strong-arm tactics.

Even if you make the decision to treat your negotiating opponent
with honesty and kindness, the other party may not extend you
the same respect. Be prepared to stand your ground firmly, yet
cordially, especially in the last few minutes of the negotiations.
This is the time when manipulative parties may employ certain
tactics in order to try to fool you into losing focus or lowering
goals and standards. Remember that conflicts are generally resolved in the last few
minutes. The theory behind last minute tactics is that one party may be more willing to
give in out of fear that all of the concessions or progress made up to that point
(perhaps hours or weeks of talks) might be lost. People also get tired or have other
commitments that need to be met, such as making an important phone call before
another business closes, or picking up children from school. Here are some last minutes
tricks that negotiators often use at this time:
 Walking out of the room
 Offering a short-term bribe
 Telling you to take it or leave it
 Giving an ultimatum
 Abrupt change in tone (used to shock the other party into submission)
 Introducing new requests (used at to get you to concede with little thought or
consideration)
 Stating generalizations without evidence (dropped without significant
statistics/proof)
 Adopting the Mr. Nice Guy persona (used to try to make it look like they are
doing you a favor in hopes that you will lower your expectations)

Language to use in closing
 It sounds like we've found some common ground.
 I'm willing to leave things there if you are.
 Let's leave it this way for now.
 I'm willing to work with that.
 I think we both agree to these terms.
 I'm satisfied with this decision.
 I think we should get this in writing.
 I'd like to stop and think about this for a little while.
 You've given me a lot to think about/consider.
 Would you be willing to sign a contract right now?
 Let's meet again once we've had some time to think.

Louis Signals an End to the Negotiations and Attempts some Last-minute Tactics
Louis: Look, we're running out of time here and I've barely had a bite of my lunch.
Markus: I know, and we have a lot of work to get done this afternoon.
Louis: Well, I guess we'll have to settle this at another time.
Markus: Actually, I'd really like to get this settled today. I know how busy you are, and
it's not easy to get you to sit down and talk.
Louis: (standing up and getting ready to walk out of the room) Well, we're not getting
anywhere.
Markus: Please sit down for a few more minutes so we can make a decision.
Louis: And what if I don't? Are you going to quit?
Markus: I am a loyal employee, and I believe that it is in the best of both of our
interests to have this conflict resolved. This should only take a few more minutes.
Louis: Fine. You can be the foreman. I'll even change the title on your pay stub. But no
raise.
Markus: I think you and I both know, that the raise is more important to me than the
title itself.
Louis: You know, not very many owners would agree to give a person like you the title
of foreman. You don't even have your proper certification.
Markus: You've said before that experience means more to you than education.
Remember that guy Samuel that you hired. He had a four year diploma in landscape
design but had never worked a day out on the fields. You let him go before his
probation was up.
Louis: Oh, don't remind me of that kid.
Markus: Look, I'd be willing to accept $24.00/hr, if you agree to review my salary again
come spring.
Louis Fine. I guess, that's fair. You are my best employee, right now at least.
Markus: Great, then, you won't mind changing my status to crew foreman. I won't
disappoint you. Remember, I'm willing to take on the extra duties of a foreman, which
will give you more time to find new clients.
Louis: Speaking of new clients. I'm expecting an important phone call in ten minutes,
so let's wrap this up.
Markus: Well, I think we've both agreed on the terms. Can we shake on it? I mean, can I
have your word that my new hourly wage will begin at the beginning of next
month?(Markus holds out his hand.)
Louis: (Louis shakes it.) Okay, Mr. Foreman. Get back to work, would you. And, I'll need
you to order all of the supplies for Monday.
Markus: Thanks, Louis. I'll get on that right now.

Formalize the agreement/negotiation
In most business negotiations it is a good idea to get something
down in writing. Even if a decision has not been made, a letter of
intent to continue the negotiations is often used. This is a way for
each party to guarantee that talks will continue. A letter of intent
often outlines the major issues that will be discussed in future
negotiations. In some cases a confidentiality agreement is also
necessary. This is a promise from both parties to keep information
private between discussions. When an agreement has been
decided, a formal contract may be required. On the other hand, depending on the
seriousness of the decision, and the level of trust between the two parties, a simple
handshake and verbal agreement may be all that is needed. For example, an employer
may offer a promotion and an employee may trust that the new salary will be reflected
on the next pay check. However, even if nothing is put formally in writing, it is wise to
send an e-mail or letter that verifies the terms and puts the agreement on record,
especially when a specific number is decided on.
Sample E-mail:
To: louis@landscapelabourers.com
From: markus@landscapelabourers.com
Subject: Today's Negotiation
Attachment: Site #345
Hi Louis
I just wanted to write and thank you for spending your lunch hour with me today. I'm
pleased with how our talks went and am excited to take on my new role as crew
foreman. Even though my new salary will not be put in place until the first of next
month, I will begin my new duties immediately. The supplies for Monday's job (Site
#345) have all been ordered, and the total of the invoice will be $349.98, including tax
and delivery. The crew has been assigned their tasks for Monday so we will be able to
start as soon as we arrive. You will find a chart attached outlining who will be taking
care of what and how long it should take us to have it completed. If you have any
concerns, feel free to call me at home over the weekend. Thanks again,
Markus

1. During negotiations, one should treat an opponent with respect and consideration at
all times.
___________
2. In "competitive" negotiations, the two parties try to establish a common goal.

___________
3. Prior to engaging in negotiations it is wise to consider one's own "bottom-line".

___________
4. When in salary negotiations, employees should "low-ball" in their opening remarks.

___________
5. Markus had no "bargaining power" compared to his boss, Louis.

___________
6. One key to effective conflict-resolution is to deal with issues rather than

personalities.
___________
7. It may be possible to detect that a counterpart is lying by observing body language.

___________
8. One should never admit to agreeing with an opponent during the course of
negotiations.
___________
9. Markus intimidated Louis into accepting his terms by threatening to quit.

___________
10. Louis used last-minute tactics such as acting as though he was "Mr. Nice Guy".
___________

Practice: Problem-solving 1

Write a report of the outcome of the meeting.

Module 4
Reading
Leadership Qualities
There are many qualities that shape a successful leader. Consequently, there is no
single recipe for guaranteeing top management skills. If there were, there wouldn't be
so few truly international success stories. Obviously, a great decision-maker possess
the ability to inspire his employees. A charismatic boss can motivate employees to give
that added-extra that puts a company over the top. This leader is energetic while at the
same time being thoughtful when it comes to important, strategy-changing decisions.
This of course does not mean that balanced leader is without his impulsive side. In fact,
it is exactly this adventurous spirit that separates true genius from run-of-the-mill
management. Take Bill Gates for example, if he hadn't left Harvard University before
graduation he might never have become the stellar public figure that he is today. His
ruthlessness, combined with a passionate conviction has made him the envy of many
an industry captain today. Many would say that Apple's Steve Jobs was taken
advantage of. While this may be true in a certain sense, if Gates had decided to become
a hardware manufacturer, as well as a software pioneer, as was the case with Jobs, he
probably wouldn't have had his past resounding success with Microsoft software
products. Nowadays, however, the tables have turned with Steve Jobs leading Apple to
incredible successes in both hardware and software developments for the computer,
as well as innovative mobile phones and tablets. The lesson to be learned is that
leadership can make the difference between a good company and a great company.
Keywords / New Vocabulary
recipe for guaranteeing something = standard way of doing something that makes sure
it will succeed
decision-maker = person who is responsible for decisions in a company
to inspire / to motivate = to encourage in a positive way
run-of-the-mill = normal, usual, nothing special
stellar = having the quality of a star
industry captain = an extremely successful CEO, director, etc.
to turn the tables = change positions with someone
True or False
 Most leaders have the same sort of qualities. ______
 The ability to inspire employees is often seen in top management. ______
 A charismatic boss can motivate employees to give an extra push. ______
 Most run-of-the-mill managers are adventurous. ______
 Both Steve Jobs and Bill Gates have been extremely successful ______

Listening:
Context
Nodica is an American-owned financial services group in the Nordic and Baltic Sea
region. It was created by the recent merger of several smaller independent banks in
Norway, Sweden, Finland and Denmark.
Currently 80% of its private customers and almost 100% of its business customers
use Nordica’s e-banking system. However, the technology within the group is not fully
integrated, and the company has decided to upgrade its infrastructure with a single
system that is fast, innovative, flexible, and cost-effective. An initial briefing document
has been sent out to all departments. Local briefing meetings are now being held
throughout the company to clarify the situation, ensure buy-in from staff, and deal with
any concerns.
Listen to extracts from part 1 of the meeting and answer the questions.
Listen again to part 1. Note down the phrases that Jim uses to do 1-3. Add any similar
phrases you can think of.

Listen to part 2 of the meeting and answer the questions.
Listen again to part 2 and complete these sentences.
Match the sentences to these categories.
a) Expressing concerns: __________________________________________________
b) Asking for assurances: ________________________________________________
c) Responding to concerns: ______________________________________________
d) Distancing speaker from information: ___________________________________

Phrasal verbs:
1. Bring on: Cause something to happen or speed up the process. Example:
Getting wet in the rain yesterday BROUGHT ON my cold.
2. Come up: Appear. Example: I'll be late home tonight because something's
COME UP at work has to be ready for tomorrow morning.
3. Cut back: Reduce. Example: The firm CUT BACK production because sales were
sluggish.
4. Draw out: Make something continue longer than needed. Example: The director
DREW the meeting OUT with a lengthy speech.
5. Fill out: Complete a form. Example: I FILLED OUT the application form and
mailed it.
6. Measure up: Be good enough, meet the required standard. Example: She didn't
MEASURE UP in her probationary period, so we didn't extend her contract.
7. Run out of: Have none left. Example: We've RUN OUT OF sugar; I'm going to the
shops for some.
8. Set aside: Overturn a court verdict or decision. Example: The Appeal Court SET
ASIDE the guilty verdict because the evidence was unsatisfactory and declared
her not guilty.
9. Turn down: Reject an offer, invitation, etc. Example: They offered her the job,
but she TURNED it DOWN.
10. Write off: Destroy a car in an accident. Example: He WROTE the car OFF in an
accident on the motorway.

PHRASAL VERBS
Across
2. Reduce.
5. Overturn a court verdict or decision.
8. Appear.
9. Complete a form.
10. Make something continue longer than needed.
Down
1. Have none left.
3. Be good enough, meet the required standard.
4. Destroy a car in an accident.
6. Cause something to happen or speed up the process.
7. Reject an offer, invitation, etc.

1. We brought him __________________________ (= we hired him) to help us with the

new website.
a) on b) up c) in
2. Mattel had to __________________________ on their advertising budget. (= to

reduce their advertising budget)
a) come off b) cut back c) let down
3. We __________________________ (= rejected) the offer because we weren't

happy with several of the stipulations.
a) let off b) brought out c) turned down
4. That issue never __________________________ up (= was never raised) during

the meeting.
a) came b) drew c) measured
5. This product doesn't __________________________ up to its predecessors. =

This product is not as good/effective as its predecessors.
a) work b) bring c) measure
6. We've run __________________________ paper. = We have no more paper left.

a) off b) out of c) out
7. No one likes to sit through drawn _________________ negotiations.

(=negotiations that take much longer than they should).
a) out b) off c) up
8. Make sure you _________________ (= complete) all the necessary paperwork.

a) write off b) fill out c) off
9. I'm sure they'll recover. Let's not write them __________________________ just
yet. (= Let's not assume that they're finished.)
a) out b) off c) up
10. We usually __________________________ aside (= reserve) 15% of our budget

for marketing.
a) sit b) place c) set

Idioms:
1. A raw deal: Treatment that is not fair. Example: The sales manager received a
raw deal when he was forced to give up his former position.
2. Bog down: To slow down and make no progress (a bog is an area of land that is
wet and muddy - like a swamp). Example: The negotiations bogged down over
the issue of part-time workers.
3. Cut a deal: To make an agreement, to make a deal or arrangement. Example: We
cut a deal and left the meeting in a positive mood.
4. Down to the wire: Near a deadline, with little time remaining. Example: They
went down to the wire but the two sides finally agreed to a new contract.
5. Get to first base: To make a good start, to succeed. Example: We have not been
able to get to first base regarding the terms of the new contract.
6. Hammer out (an agreement or a deal): To negotiate a deal or agreement by
discussion and debate. Example: The negotiations lasted all night but finally we
were able to hammer out an agreement.
7. In the bag: To be certain. Example: The contract for the new insurance policy is
in the bag.
8. Off the record: To be not published or revealed, to be a secret. Example: I told
my boss off the record that I would probably not return after the summer
holiday.
9. To the letter: Exactly, nothing done wrong or left undone, perfectly. Example:
The union representative followed the contract agreement to the letter.
10. Wrap up (something) or wrap (something) up: to finish something (a job, a
meeting etc.) Example: We wrapped up the meeting and went home for the
weekend.

IDIOMS
Unscramble each of the clue words.

Copy the letters in the numbered cells to other cells with the same number.

Choose the best option
1. After seven weeks of negotiations an agreement was (certain).
(a) watered down (b) in the bag (c) read between the lines (d) called off
2. The negotiating team worked very hard to (discuss and finalize) a contract with
the new company.
(a) hammer out (b) go back on (c) smooth over (d) water down
3. The negotiators continued talking (until the deadline).

(a) hard-nosed (b) down to the wire (c) at stake (d) fifty-fifty
4. We bargained hard at the meeting but we were unable to (succeed) with our
opponents.
(a) give ground (b) get to first base (c) drive a hard bargain (d) take sides
5. The negotiations (slowed to a stop) because of the salary issue.

(a) broke through (b) bogged down (c) closed ranks (d) got down to business
6. We were told (confidentially) that the company was having financial problems.
(a) off the record (b) standing our ground (c) to the letter (d) under the wire
7. After thirty hours of bargaining we were able to (make an agreement).

(a) get down to business (b) cave in (c) cut a deal (d) paint ourselves into a corner
8. The salesman complained that he had received (unfair treatment) from his boss.
(a) setback (b) a horse trade (c) a raw deal (d) a card up his sleeve
9. We read everything (exactly) before we signed the contract.

(a) fifty-fifty (b) off the record (c) under the wire (d) to the letter

Business Letters in English
Business letters are formal paper communications between, to or from
businesses and usually sent through the Post Office or sometimes by courier. Business
letters are sometimes called "snail-mail" (in contrast to email which is faster). This
lesson concentrates on business letters but also looks at other business
correspondence. It includes:
 letter
 memo
 fax
 email
Who writes Business Letters?
Most people who have an occupation have to write business letters. Some write many
letters each day and others only write a few letters over the course of a career.
Business people also read letters on a daily basis. Letters are written from a
person/group, known as the sender to a person/group, known in business as the
recipient. Here are some examples of senders and recipients:
 business «» business
 business «» consumer
 job applicant «» company
 citizen «» government official
 employer «» employee
 staff member «» staff member
Why write Business Letters?
There are many reasons why you may need to write business letters or other
correspondence:
 to persuade
 to inform
 to request
 to express thanks
 to remind
 to recommend
 to apologize
 to congratulate
 to reject a proposal or offer
 to introduce a person or policy
 to invite or welcome
 to follow up
 to formalize decisions

Read through the following pages to learn more about the different types of
business letters, and how to write them. You will learn about formatting, planning, and
writing letters, as well as how to spot your own errors. These pages are designed to
help you write business letters and correspondence, but they will also help you learn to
read, and therefore respond to, the letters you receive. You will also find samples that
you can use and alter for your own needs.
Business Letter Vocabulary
attachment extra document or image that is added to an email
most common business letter format, single spaced, all

block format
paragraphs begin at the left margin
body the content of the letter; between the salutation and signature
bullets small dark dots used to set off items in an unnumbered list
important letters that sender pays extra postage for in order to

certified mail
receive a notice of receipt
coherent logical; easy to understand
concise gets to the point quickly
confidential,
private
personal
diplomacy,
demonstrating consideration and kindness
diplomatic
direct mail, junk

marketing letters addressed to a large audience
mail
double space format where one blank line is left between lines of text
enclosure extra document or image included with a letter
formal uses set formatting and business language, opposite of casual
format the set up or organization of a document
a word or phrase that indicates what the text below will be

heading
about

indent extra spaces (usually 5) at the beginning of a paragraph
informal casual
inside address recipient's mailing information
justified margins straight and even text, always begins at the same place
specialized paper with a (company) logo or name printed at the

letterhead
top
logo symbol or image that identifies a specific organization
margin a blank space that borders the edge of the text
memorandum document sent within a company (internal), presented in short

(memo) form
modified block
left justified as block format, but date and closing are centered
format
notice to recipient that appears on an envelope (e.g.

on arrival notation
"confidential")
postage the cost of sending a letter through the Post Office
proofread read through a finished document to check for mistakes
marks used within or after sentences and phrases (e.g. periods,

punctuation
commas)
reader-friendly easy to read
recipient the person who receives the letter
format in which text on the right side of the document ends at

right ragged
slightly different points (not justified)
salutation greeting in a letter (e.g. "Dear Mr Jones")
sensitive
content in a letter that may cause the receiver to feel upset
information
semi-block format paragraphs are indented, not left-justified

sincerely term used before a name when formally closing a letter
single spaced format where no blanks lines are left in-between lines of text
spacing blank area between words or lines of text
tone the feeling of the language (e.g. serious, enthusiastic)
words or phrases used to make a letter flow naturally (e.g.

transitions
"furthermore", "on the other hand")
Fill in the sentences with the correct word
1. Before you seal and send your letter, make sure to ______________________ it.
2. As soon as your certified letter reaches the ______________________ you will

be notified.
3. Choose ______________________ if you want to put the date and closing in the
center of the page.
4. Set off the list of "Do's and Don'ts" by using ______________________.
5. The envelope indicated that there was ______________________, but in fact

there was only a letter inside.
6. The ______________________ of the first paragraph was optimistic, so I wasn't

expecting the bad news in the middle.
7. I decided not to interview her, because her cover letter

______________________ contained very poor.
8. The ______________________ about the meeting was posted on the bulletin

board for everyone to read.
9. Our address and phone number are shown on our ______________________.
10. In block text format, you do not ______________________ each paragraph.

BUSINESS LETTER
S T X D C F D Z G Y R O E G O N P I L S N U F M H G Z T T L
S E M I B L O C K F O R M A T Z P D N J O B T N G Q P A R O
R Z B P V B M N O I T A M R O F N I E V I T I S N E S M A G
P U N C T U A T I O N V B D K A G Y C C T Q Z I K P I R N O
B U R A J T D L Y E E Y I S S R E M Y Z A L N L A N E O S K
A O T I O I X A L G A J W Q A J B U T M T P V O S R G F I Z
L W D W G M O A E G M V F M S F W V S T O Q S I K Y K K T T
R A S Y T H M B B H Q W D J K D Y M N D N E D E U A Q C I W
H H M N T R T Y L E R E C N I S K U I M L E N G L P B O O Q
H Z V R O A G R P R I E A J K N H D Q R A C R C V G A L N J
E W K F O K M O A F E L T L M B C N U D V E C E L T N B S M
A I N Y X F S R I G G A O T U G Z Á D L I R T O H O E I W Z
D I F T T T S T O W G A D O E N D R U H R T A X N O S L S W
I O Z X A K S J L F T E R E C L E O X Y R I M K O C C U X C
N U F G U U E P V T K Z D K R S N M J L A F R Q C X I Y R T
G D E M J O D J A R L C W T S F W E Y I N I O J M K K S N E
G N I C A P S C E C B P O K T N R M C A O E F P N S W E E U
M A R G I N H C T N K U G L V Z E I W M Q D X R H V D P O T
D P B D U M I K O P X M V I B C E U E K U M Y O X N X P F H
K K F J E P H I Z E V I T G A D I R E N Y A V O I R Y K D Y
D G U N I R T X I L F A D P Z Y E C E U D I G F I Q Q Z G W
I X T E N A B A F U C T S A Q B P I K J U L N R P Q W O Z F
A K N P T Y E E S N G E Y T T U W S F A T V Y E N W R D T V
W T P U Q R B S C V L I I L T Z D V F I A A J A D R B J B H
E P L Y G W E U M B D I P L O M A C Y E D J Y D Y C Y N M X
N A Y W B J W E U L I A M T C E R I D D E O I J F M D A F Y
S O N U F B J O I R R T R E X E E D V U A K M T G K I A Q Y
L A I T N E D I F N O C B U L L E T S W J A O Y L Z P M H M
C B N D K M J M A N D G P P U J D J Q U J Q M N M Q L Z M R
K V U K K T Q I E O T G S W Q Q T R R I R A L S N R H H W R
ATTACHMENT HEADING PUNCTUATION

BLOCKFORMAT INDENT READERFRIENDLY
BODY INFORMAL RECIPIENT
BULLETS INSIDEADDRESS RIGHTRAGGED
CERTIFIEDMAIL JUNKMAIL SALUTATION
COHERENT JUSTIFIEDMARGINS SEMIBLOCKFORMAT
CONCISE LETTERHEAD SENSITIVEINFORMATION
CONFIDENTIAL LOGO SINCERELY
DIPLOMACY MARGIN SINGLESPACED
DIRECTMAIL MEMORÁNDUM SPACING
DOUBLESPACE MODIFIEDBLOCKFORMAT TONE
ENCLOSURE ONARRIVALNOTATION TRANSITIONS
FORMAL POSTAGE
FORMAT PROOFREAD

Business Letter Formats
There are certain standards for formatting a business letter, though some variations
are acceptable (for example between European and North American business letters).
Here are some basic guidelines:
 Use A4 (European) or 8.5 x 11 inch (North American) paper or letterhead
 Use 2.5 cm or 1 inch margins on all four sides
 Use a simple font such as Times New Roman or Arial
 Use 10 to 12 point font
 Use a comma after the salutation (Dear Mr Bond,)
 Lay out the letter so that it fits the paper appropriately
 Single space within paragraphs
 Double space between paragraphs
 Double space between last sentence and closing (Sincerely, Best wishes)
 Leave three to five spaces for a handwritten signature
 cc: (meaning "copies to") comes after the typed name (if necessary)
 enc: (meaning "enclosure") comes next (if necessary)
 Fold in three (horizontally) before placing in the envelope
 Use right ragged formatting (not justified on right side)
Formatting Business Letters

Block format is the most common format used in business today. With this
format, nothing is centered. The sender's address, the recipient's address, the date and
all new paragraphs begin at the left margin, like this:
This are other, slightly different ways of formatting a business letter, where for
example paragraphs are indented or the date is typed on the right hand side. You can
see examples of these in the sample letters.

SENDER'S ADDRESS
Wicked Wax Co. Ltd
may be printed company logo and address
22 Charlton Way
London, SE10 8QY
DATE
5th December, 2006
RECIPIENT'S ADDRESS
Ms. Maggie Jones
Angel Cosmetics Inc.
110 East 25th Street
New York, NY, 10021
USA
RECIPIENT'S REFERENCE (IF ANY)
Your ref: 123
SENDER'S REFERENCE (IF ANY)
Our ref: abc
SALUTATION
Dear Ms. Jones,
SUBJECT
Forthcoming Exhibition
First paragraph...
BODY OF LETTER
Second paragraph...
Third paragraph...
CLOSING
Sincerely,
SIGNATURE (HAND-WRITTEN)
Morris Howard
NAME, TITLE (TYPED)
Morris Howard, President
COPY TO
cc: Brian Waldorf
Enc: catalogue
ENCLOSURE

Formatting Envelopes for Business Letters
It is best to type an envelope for a business letter. Most word document programs
contain an envelope labelling function to help you. All you need to do is indicate the
size of envelope you are using and type the correct information in the appropriate
fields, for example:
Sending company's name and address Postage

is sometimes printed here stamp
Ms. Maggie Jones

Angel Cosmetics Inc.
110 East 25th Street
New York
NY 10021
USA
Formatting Business Memos

Memos are short internal business letters, sent to other staff within the same
company. A memo (or memorandum) may also be posted somewhere inside a
company for all to see. Memos are becoming less common as electronic mail becomes
more common. In contrast to letters, memos do not usually contain salutations or
closings, and may be typed or hand-written. The text portion of the memo is generally
in block format. Memos should include "From", "To", "Date", "Subject" and the
message itself, like this:

[Company logo]
MEMORANDUM
From: [name or initials]
To: [name or initials]
Date:
Subject: [short description]
Message starts here...

 often
 with
 bullet
 points
Formatting Business Email

When using email in business, most of the guidelines for standard formatting in
business letters apply. Here are a few differences:
 Choose a subject line that is simple and straightforward. Refrain from using key
words that might cause an email to go into another person's trash box.
 Repeat the subject line in the body of the email, beneath the salutation (as with
a letter).
 Use the "cc" address line to copy more than one person with your
correspondence.
 You can request a receipt for important letters. The system will automatically let
you know when someone has opened your email.

 Instead of a signature, include your typed name, and below it include your email
address, business name and address, phone and fax number, and website if
appropriate.
 Remember that people often print out emails, so your own email address and
the subject line would be lost if you had not included them in the body of the
email.
 Internal electronic mail may be formatted more like a memo than a formal
letter.
Planning a Business Letter

A business letter is not a place for chit-chat. Unlike business conversations where
a certain amount of small talk is used to break the ice, a business letter should be clear
and concise. By taking time to plan your letter, you will save time in the writing and
proofreading stages. During the planning stage, ask yourself a few simple questions.
Jot down your answers to create an outline before you start writing.
Who am I writing this letter to?
Identifying your audience always comes first. Are you writing to more than one
person, to someone you don't know, or to someone you have known for a long time?
This will help you determine how formal the letter needs to be. You may need to
introduce yourself briefly in the letter if the recipient does not know you. You may also
need to find out the updated address and title of the recipient. This is a good time to
confirm the correct spelling of first and last names.
Why am I writing this letter?
The main reason for the letter should be understood from the subject line and
first few sentences. You may cover more than one thing in one business letter, but
there will almost always be a general reason for the letter. Identify your main goal and
what you hope to accomplish. Review some example reasons why people write
business letters on the introductory page of this lesson.
Are there specific details I need to include?
Gather any dates, addresses, names, prices, times or other information that you
may need to include before you write your letter. Double check details rather than
relying on your memory.
Do I require a response?
Many types of business letter require a response. Others are written in response
to a letter that has been received. Before you start writing, determine whether or not
you require an action or response from the recipient. Your request or requirement
should be very clear. In some cases you may even need to provide a deadline for a
response. If you do require a response, how should the recipient contact you? Indicate

this information clearly as well. You may want to provide more than one option, such
as an email address and a phone number.
How can I organize my points logically?
Think about how you would organize your thoughts if you were speaking rather
than writing to the recipient. First you would introduce yourself. Second you would
state your concern or reason for writing. After the main content of your letter you
would include information on how you can be contacted. The end of the letter is also a
place to express gratitude, wish good-luck, or offer sympathy. Here is an example
outline:
RECIPIENT
 Karen Jacobson
 Acquaintance (met twice before, briefly)
 Title: President, The Flying Club
 Address: 44 Windermere Drive, Waterloo, Ontario L1B 2C5
REASON
 To invite a board member to remain on the board for a second term.
 Other members suggested that she has enjoyed this position and has been
thinking about staying on.
 No other volunteers have come forward to take over at the end of September.
SPECIFIC DETAILS
 If she decides to stay on she will need to be available for the national meeting
on 5 November.
 Board members who stay for two terms are sometimes asked to take on extra
duties, such as taking minutes or hosting social events.
RESPONSE
 She will need to respond by 1 September.
 She can contact me by email or phone.
ORGANIZATION
 Return address of our institution
 Karen Jacobson's title and address
 Salutation: Dear Ms. Jacobson
 First paragraph: Introduce myself briefly--remind Karen where we met before.
Provide my reason for writing: "I have heard from a number of board members
that you may be interested in staying on for a second term. We would be very
pleased to have you stay on for another year."
 Second paragraph: Explain what type of commitment this position will involve

this year (once a month meetings, national meeting, plus possible extra duties)
 Third Paragraph: Provide deadline for response and how to contact me.
 Closing: Express thanks to Karen for volunteering her time this year
Writing a Business Letter

The term "business letter" makes people nervous. Many people with English as a
second language worry that their writing is not advanced enough for business writing.
This is not the case. An effective letter in business uses short, simple sentences and
straightforward vocabulary. The easier a letter is to read, the better. You will need to
use smooth transitions so that your sentences do not appear too choppy.
Salutation
First and foremost, make sure that you spell the recipient's name correctly. You
should also confirm the gender and proper title. Use Ms. for women and Mr. for men.
Use Mrs. if you are 100% sure that a woman is married. Under less formal
circumstances, or after a long period of correspondence it may be acceptable to
address a person by his or her first name. When you don't know the name of a person
and cannot find this information out you may write, "To Whom It May Concern". It is
standard to use a comma (colon in North America) after the salutation. It is also
possible to use no punctuation mark at all. Here are some common ways to address the
recipient:
 Dear Mr Powell,
 Dear Ms Mackenzie,
 Dear Frederick Hanson:
 Dear Editor-in-Chief:
 Dear Valued Customer
 Dear Sir or Madam:
 Dear Madam
 Dear Sir,
 Dear Sirs
 Gentlemen:
First paragraph
In most types of business letter it is common to use a friendly greeting in the first
sentence of the letter. Here are some examples:

 I hope you are enjoying a fine summer.
 Thank you for your kind letter of January 5th.
 I came across an ad for your company in The Star today.
 It was a pleasure meeting you at the conference this month.
 I appreciate your patience in waiting for a response.
After your short opening, state the main point of your letter in one or two sentences:
 I'm writing to enquire about...
 I'm interested in the job opening posted on your company website.
 We'd like to invite you to a members only luncheon on April 5th.
Second and third paragraphs
Use a few short paragraphs to go into greater detail about your main point. If one
paragraph is all you need, don't write an extra paragraph just to make your letter look
longer. If you are including sensitive material, such as rejecting an offer or informing an
employee of a layoff period, embed this sentence in the second paragraph rather than
opening with it. Here are some common ways to express unpleasant facts:
 We regret to inform you...
 It is with great sadness that we...
 After careful consideration we have decided...
Final paragraph
Your last paragraph should include requests, reminders, and notes on enclosures.
If necessary, your contact information should also be in this paragraph. Here are some
common phrases used when closing a business letter:
 I look forward to...
 Please respond at your earliest convenience.
 I should also remind you that the next board meeting is on February 5th.
 For further details...
 If you require more information...
 Thank you for taking this into consideration.
 I appreciate any feedback you may have.
 Enclosed you will find...
 Feel free to contact me by phone or email.
Closing
Here are some common ways to close a letter. Use a comma between the closing
and your handwritten name (or typed in an email). If you do not use a comma or colon
in your salutation, leave out the comma after the closing phrase:
 Yours truly,
 Yours sincerely,
 Sincerely,

 Sincerely yours
 Thank you,
 Best wishes
 All the best,
 Best of luck
 Warm regards,
Writing Tips
 Use a conversational tone.
 Ask direct questions.
 Double-check gender and spelling of names.
 Use active voice whenever possible.
 Use polite modals (would in favour of will).
 Always refer to yourself as "I".
 Don't use "we" unless it is clear exactly who the pronoun refers to.
 Rewrite any sentence or request that sounds vague.
 Don't forget to include the date. Day-Month-Year is conventional in many
countries; however, to avoid confusion, write out the month instead of using
numbers (e.g. July 5th, 2007)
Proofreading a Business Letter
"Proofread" means to read a text carefully to check it for errors and general tone.
You should always proofread a business letter before sending it.
The most important thing when proofreading any document is to read the text out
loud. Print the letter rather than read it on your computer screen. Make notes where
your letter sounds awkward. If possible allow one day between writing and sending
your letter. You are more likely to spot any typos or other errors with a fresh eye. (If
you have to respond to an important email on the same day, write it in the morning and
proofread it after lunch.) Use a spell-check function on your computer program if
possible. Computer programs are useful for pointing out passive sentences, subject-
verb agreement problems etc. However, be careful when using grammar-check
programs. Sometimes they will highlight a phrase that is not actually an error. If you are
in doubt, try to simplify the sentence by using a sentence structure that you are more
comfortable with.
If possible, ask another person to double-check your letter. You could offer to
return the favor for your colleague and become proofreading partners. You can even
use standard proofreading marks to make it easier to explain necessary changes. Type
"proofreading marks" into an internet search engine, and send the list to your fellow
proofreader.
Checklist
1. Did you read the letter out loud?
2. Did you allow some time to pass after writing the letter before proofreading it?
3. Are your requests, needs, concerns clear?
4. Are there any long sentences that need to be broken into two?
5. Do you use we incorrectly?
6. Do all questions contain a question mark?
7. Did you include the date?
8. Did you spell the recipient's name correctly?
9. Have you used a standard business format (e.g. block)?
10. Have you used passive sentences that could be changed to active ones?
11. Have you used standard spelling? (e.g. British English or American English)
12. If it is an important letter (e.g. a cover letter for a resume), did someone else
read it for you?

Business Letter Self-Assessment Test
1. With block format, all new paragraphs are indented.
____________
2. In business letters a salutation is generally followed by a comma or a colon.

____________
3. Business letters should be simple and easy to read.

____________
4. It is advisable to wait a day between writing and sending an important letter.

____________
5. The date on a business letter should appear after the salutation.

____________
6. An "Enclosure" note should appear below the typed name of the sender at the
end of the letter.
____________
7. The first paragraph of a business letter should be comprised entirely of "small

talk".
____________
8. Contact information generally appears in the closing paragraph of the letter.

____________
9. Identifying the audience is one of the first steps in planning a business letter.
____________
10. It is considered standard formatting to include the recipient's address before

the salutation in a business letter.
____________

Write a business letter

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LANGUAGE CENTER

Mtra. Ana Paulina Suárez Cervantes

Mtra. Ana Paulina Suárez C. 1

Answer the following questions.

A multinational company is holding a training session at its offices in Chicago. Listen

Mtra. Ana Paulina Suárez C. 3

8. Go through: Examine, search. Example: I WENT THROUGH my desk looking for

9. Go on: Continue. Example: He WENT ON and ON talking and I was so bored.

Mtra. Ana Paulina Suárez C. 4

Mtra. Ana Paulina Suárez C. 5

Mtra. Ana Paulina Suárez C. 6

5. Get worked up over something: become angry or annoyed about something:

6. Make short work of something: do something quickly: Example: I made short

Mtra. Ana Paulina Suárez C. 7

Mtra. Ana Paulina Suárez C. 8

1. Don't worry about it. It's ______work.

3. Have you got around to doing the _____ work yet?

5. He got all worked _____ over the last exam.

7. Why don't you ask Tom. He works like a ______.

9. She went to the gym to work _____ a few pounds.

Mtra. Ana Paulina Suárez C. 9

1. She was in charge of __________________________ all the web graphics.

2. Barbara __________________________ that she will be stepping down.

3. I __________________________ worry about that if I were you.

4. I'm not sure if they will be able __________________________ from these

5. I'm not sure if they can __________________________ you that information.

6. They announced last month that they __________________________ their

7. The meeting _________________ if John hadn't arrived at the last moment.

8. The company was charged with __________________________ deceptive

9. I have __________________________ to talk to you about the marketing survey

10. The bank is __________________________ one-third of its branches.

Mtra. Ana Paulina Suárez C. 10

absent The vice president is absent due to

accomplish We have a lot to accomplish today, so

address I hope we do not have to address this

adjourn If there are no further comments, we

agenda list of objectives to cover in a Please forward the agenda to anyone

AGM Annual (yearly) General We always vote for a new chairperson

allocate assign roles/tasks to certain I forgot to allocate someone to bring

AOB Any Other Business

item on agenda announcing

board of group of elected members of

a large meeting room, often The boardroom is reserved for a

Mtra. Ana Paulina Suárez C. 11

deciding vote (usually by the

Clarification / Before we address this matter, I'll need

closing last thoughts spoken in a

collaborate work together as a The board fell apart because the

commence We will commence as soon as the last

comment express one's opinions or If you have a comment, please raise

formal meeting for Before the conference there will be a

telephone meeting between Please make sure I have no

Any financial information shared

If we cannot come to a consensus by

Mtra. Ana Paulina Suárez C. 12

If no one volunteers to take the

a procedure (often Everyone knows who is going to be the

grievance The first item on the agenda relates to

person who joins the group in I am delighted to welcome our guest

It's not a question of whether or not

mandatory It is mandatory that all supervisors

Before we begin with today's meeting,