Administración Industrial: Programa de Formación Profesional

Programa de Formación Profesional
Administración Industrial
• INGLÉS TÉCNICO
ADMINISTRACION INDUSTRIAL INGLÉS
TECHNICAL ENGLISH Week 1

Objective: At the end of the session Ss talk about company and activities using simple present and present continuous
TYPES OF COMPANY
1_Sole trader (BrE) This is a one person Business. The person may describe themselves
Sole proprietorship (AmE) as ‘self-employed’ (eg the owner of a small shop).
2_Partnership A group of people who work together as equals (eg a firm of lawyers or
architects). They share the risks and the profits.
3_Company (BrE) or Company refers to any type of business organization, in particular to a

Corporation (AmE) business that has been incorporated (created according to a particular set of
laws). There are two types.
Private company The shares of the company are privately owned, usually by a small
number of people. Examples : FACEBOOK
Public company d) Theseare the large companies that are listed on stock exchanges like
MICROSOFT, GOOGLE. They are called public because anyone can buy their
shares. Note: do not confuse a state-owned enterprise with a public
company.
EXERCISE 1 : Write S (soletrader) P (partnership) C (company) next to the appropriate phrase:
• They can usually be established without following a formal procedure, although there is often a
written agreement between the partners ____
• There is a certain number of official procedures to follow ______
• There are no or very few formal procedures to set up business ______
• Each partner is personally responsible for the debts of the business_____
• Each partner can act as a representative of the business _____
• The person starting the business is totally responsible for its debts ____
• The owners are responsible for a limited amount of the company's debts, equal to the value of
their investment _____
• The people who run the business can be different from those who own it _____
• It can exist independently of its members and can last for ever _____
• It is based on an agreement of the partners ______
• The business can continue regardless of the death, resignation or bankruptcy of people
involved ____
• The business usually ceases when the owner retires or dies ____
• It is small in size ____
• It is usually made of two or more people ____
• Profits can be low ____
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Company Departments
Marketing Dept. Department that puts goods on market, inc. packaging, advertising etc
Sales Department Department responsible for finding customers and making sales
R & D Department Department responsible for Research and Development of (new) products.
Purchasing Dept. Department responsible for finding and buying everything for a company.
Production Dept. Department responsible for physical creation of product.
Personnel Dept. / Human Resource Department responsible for recruitment and welfare of staff
oremployees.
IT department : (IT = information technology) managing the computers, networks, and
other technical areas of their businesses.
Warehouse: A large building to stock products.
Accounting: a department in a company which deals with money paid,
received, borrowed, or owed
EXERCISE 2: Underline the correct answer
1. The Purchasing Department is responsible for buying parts and raw materials / making the final product.
2. All recruitment and selection is done by our Human Relations / Human Resources Department.
3. Innovation is the key to our success and we have recently expanded the Research and Design / Research
and Development Department.
EXERCISE 3:Complete each sentence with a verb from the box.
Answers arranges checks collects deals maintains
Example: The Quality Assurance Section checks that the products have no defects.
1 The Logistics Department………………….. the transport of goods and materials.

2 Technical Support………………………… specific questions from customers about how to use the product.
3 The Market Research Section………………………. and analyzes information about the needs of consumers.
4 The Accounts Department ………………….with invoices and payments.
5 The IT Department…………………… the Computer.
GRAMMAR
Simple Present Present Progressive
infinitive form of 'be' and verb + ing

(3rd person singular: infinitive + 's')
I speak you speak I am speaking you are speaking

he / she / it is speaking
he / she / it speaks
we are speaking they are speaking
we speak they speak
daily routine only for a limited period of time (temporary)
Bob works in a restaurant. Jenny is working in a restaurant at themoment
in general (regularly, often, never) right now
Colin plays football every Tuesday. Look! Colin is playing football now.
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Put the verbs into the correct tense (simple present or present progressive).
1. Look! He (leave) ……..……………………….... the house.
2. Quiet please! I (write) ……..………………….... a test.
3. She usually (walk) ……..…………………….... to school.
4. But look! Today she (go) ……..……………..….. by bike.
5. Every Sunday we (go) …………………..……….. to see my grandparents.
6. He often (go) ……..……………………….….. to the cinema.
7. We (play) ……..……………………………. Monopoly at the moment.
8. I (not / do) ……..………………….…….. anything at the moment.
9. (watch / he) ……………………..……….. the news regularly?
Dialogue: Jose works in the Accounting Department while Rosita is a Human

Resource Manager at TJ Computers. While on lunch break, they’re telling each
other about the events in their respective departments.
Practice the dialogue
Jose: Hey, Rosita. I hardly see you nowadays. How are things in the HR Department?
Rosita: It’s been really busy. I’ve been interviewing applicants this morning.
Tom: Why is TJ Computers hiring nowadays? We seem to have enough employees.
Rosita: TJ is opening a store in Malaysia. We’re hiring an entire crew for the new shop. The management
asked me to train them, too.
Jose: That’s a lot of work. Things are pretty quiet in the Accounting Department. The hullabaloo of tax
season is over.
Rosita: Good for you! But, the accountants still seem busy every time I pass by your office. What do you
guys do when it’s not tax season?
Jose: It’s mostly payroll functions, inventories, collecting from companies that
owe us money, and paying suppliers. Above all else, we have to make sure that
every penny is properly accounted for.
Rosita: That also sounds like a lot of work.
Jose : It is! Speaking of work, I have to get going. It’s nice bumping into you at lunch hour.
Rosita: Nice talking to you! See you around the office.
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Objective: To Identify typical phrases used in a business telephone conversation.
TELEPHONING PHRASES
There are two phrases for each step:
ANSWERING THE PHONE

- Goodbye and thanks. / Bye for now.
- Sorry. Can we reschedule for another time?

STATING REASON FOR CALL
- Good morning, ABC, how can I help you?
- I’m afraid I can’t come on that day.
SAY SOMEONE IS NOT AVAIBLE - Could you spell your name please?
- Can I take a message?
- Right, I think that’s all. Thanks for Your

TAKING A MESSAGE
help.
- Sorry, I didn’t catch that.
- The reason I’m calling is . . .

CHECKING
- Would you like to leave a message?
- When would be a good time?
MAKING ARRANGEMENTS - I’m calling about . . .
- I’m sorry, she’s/he’s not available at the
CHANGING ARRANGEMENTS moment.
- Sorry, she’s/he’s away on business /
ENDING A CALL in a meeting.
- Sales Department, Patricia speaking
- What about next Tuesday at ten?
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2.- Reorder the business call and underline the new vocabulary and practice with these new words.
Certainly, hold on a
This is Jerry McDowson. Henri Craik’s office,
minute, I’ll put you
Can I have extension Frank speaking.
through…
3471?
Could you repeat the Thanks, bye. Thank you Mr

number please? McDowson, I’ll make
sure Bob gets this
asap.
Yes, could you ask him to

This is Jerry McDowson Hello, Frank and
call me at 048 657 492.
calling, is Bob in? Brothers, How can I
I need to talk to him about
help you ?
the Nuovo line, it’s urgent!
I’m afraid he’s out at the Yes, that’s 048 657 492,
moment. Can I take a and this is Jerry Bye
message? McDowson
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- Role-play the dialogues with your partner by heart.

Choose only one.
- Good morning! Hotel Hamilton. How can I help you?

- Good morning! Is this 86957322?
- No, this is 86957322.
- Oh! I’m sorry. It’s the wrong number.

- That’s ok. Have a nice day!
- Thank you, and sorry again.
- Hello!
- Hello! Is this 279567390?
- Yes it is. Who’s talking?
- It’s Emma. I’m a friend of Peter. Is he home?
- Yes, he is. Just a moment please.
- Thanks.
- In pairs : Create dialogues with the information given.
You have a test in your English class today, but you

are very sick and cannot go to the Institute. Call the
Institute and leave a message for your teacher. Make
the dialogue .
A: Ring Ring !
B: Good morning , Senati Institute:
A: Hello. My name is . . .
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Objective: To talk about past events in a company.
Talking about past in Business English

Simple Past is used for actions and situations in the past.
1. Facts and situations in the past

Expresses a fact or given situation in the past.
Affirmative : Our secretary worked very hard.

Negative: I did not agree with you.
2. Actions in the past

Actions in the past that took place never, once, several times or regularly. These are
expressions that we can use to express past.
Examples:
Mister Brown never attended any meeting. He several times made changes in the office.
3. Actions taking place one after another

Actions in the past that took place one after the other.
Examples:
- Mister Sanders came into the office, checked his mailbox and went straight to the briefing.
- What a horrible day: first my computer crashed, then our best customer cancelled their
order and on my way home my car broke down.
4. Actions taking place in the middle of another action

(Sudden) action that took place in the middle of another action.
Examples:
I was sitting in a meeting, when my mobile suddenly rang.
When I came in, John was playing solitaire.
5. Signal Words of Simple Past

yesterday, 2 minutes ago, in 1990, the other day, last Friday, If Clause Type II (If
I talked, …)
- Yesteday, I lost my mobile at the shopping center.
- The other day , the owner did not come to the meeting.
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Irregular Verbs Practice (write past tense of verbs)
become begin bend
bet bite blow
break bring build
buy catch choose
come cost cut
draw drive drink
eat fall feel
fight find fly
forget forgive freeze
get give grow
hang hear hide
hit hold hurt
keep lead lend
let lie lose
make mean meet
pay put read
ride ring run
say see sell
send shut sing
sit sleep speak
spend stand swim
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take teach tell
think throw understand
wake wear win
write
Exercise 1 : Irregular Verbs

Fill in the blanks with the simple past form of the verbs in parentheses. Then read aloud the sentences.
My last job wasn’t very challenging and I ____________ (know) that I wanted to make a change. One
day I __________ (come)home from work and _________ (sit) down on the couch. As I was
watching TV, the phone _________(ring). It was my friend, John. He __________ (tell) me about his new
position at a company in Mexico. John _________ (tell) me that the company was hiring and that he
_________ (think) I might be interested in working for the company. I _________ (say) that I was
interested, and he ________ (tell) me he ________ (will) talk to one of the recruiters about me.
A week later, a recruiter called me and we ___________ (set up) a phone interview. The phone interview
_________ (go) well, and the recruiter ________ (tell) me that the next step was a face-to-face interview
in Mexico.
My employer ____ (let) me take vacation and I _________ (buy) a round-trip ticket to Mexico City.
I __________ (choose) to take a flight with a long layover in Lima, Peru. I _________ (take) advantage of
the situation and I _________ (leave) the airport and __________ (see) some of the city. I
________ (go) to a traditional Peruvian restaurant where I _________ (eat) a great meal and
________ (drink) a delicious pisco sour.
When I finally ________ (get) to Mexico, I was exhausted. I __________ (find) my hotel and
________ (pay) for the room. I was so exhausted that I _________ (sleep) for almost 11 hours.
The next morning, I __________ (wake up), ________ (have) breakfast, and _________ (read) the
paper. After that, I __________ (speak)to one of the company’s recruiters and they
_________ (send) a taxi for me.
I __________ (get) to the office at 9 AM. The receptionist _________ (meet) me in the lobby and
_______ (lead) me to the conference room. She _________ (bring) me a cup of coffee and
________ (say) that the recruiter _________(will) be right with me. I _________ (feel) a bit nervous, but
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I _________ (know) I had the right profile for the job. Fortunately, the interview ____________ (go) very
well.
After the interview, the recruiter ___________ (say) the company wanted to hire me. They
________ (make) me an offer and I ___________ (take) it. I _________ (go) home and started making
preparations. I ________ (quit) my job, _________(sell) my car and _________ (say) goodbye to my
friends and family. A month later I arrived in Mexico to start my new job.
Exercise 2: Group work – Choose 8 verbs and create sentences related to vocabulary of session 1 and
2.
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Objective: Discuss problems in a business meeting.
BUSINESS MEETING
Watch the video and identify the parts of business meeting. Share your ideas.
Opening and Getting attention: - Good

morning, everyone.
If we are all here, let's get started
Giving Apologies for Someone Who is - Unfortunately, (name of participant) ... will not
Absent: be with us today because he ...
Stating the Principal Objectives: - Our main aim today is to ...
- We need to discuss…
Presenting Options - We have several alternatives

- We have two options
Asking for an opinion: - What do you think?
- What’s your opinion on that, Martha?
- Any ideas?
Giving opinions - I think…..

- In my opinion…
- We need to…
Agreeing:
- I agree / I totally agree.
- That’s right.
- That’s a good idea.
Disagreeing: - I’m sorry, I don’t agree.

- Maybe, but…
- You have a good point but…. (I think …)
Checking for consensus - Do we all agree on that?
- Does everyone agree?
Summarizing: - To sum up, ...,.
- That’s all for today.
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Exercise 1 : Business meeting sample

You have a good point – What’s your opinion – We have several options – That’s all for today – In my opinion – I think we
should choose - What do you think – Let’s get started – How about Argentina – I agree
A: Good morning everyone. (1) _______________________ . We need to discuss the best place for our
next subsidiary. (2)________________________: Venezuela, Brazil or Argentina.
(3) ______________________ on that?
B: Well, (4) _________________________ Argentina is a good choice and Brazil, too.
A: So, do you prefer Argentina or Brazil?
C: (5) ________________________ Brazil. It would be a good place specially for this type of business.
B: (6)________________________ but personally, I think it’s better to be near our suppliers.
(7) _____________________________ ?
A: Yes, (8) ___________________ with you. That’s why I prefer Argentina.
B: Good. (9) ____________________ on that?
C: That’s a good idea.
A: (10) ________________________________. We are going to open our next subsidiary in Argentina.
EXERCISE 2 : Read this business meeting and underline the new vocabulary
Alice: We're having a meeting tomorrow. Can you make it?
Kevin: When is it taking place?
Alice: We're planning on 10 o'clock. Is that OK?

Kevin: Yes, that'll be fine.
Alice: We're going to go over the suggestions to improve customer’s communication.

Kevin: Good. I have some suggestions I’d like to make.
Alice: Frank is also going to make some suggestions on improving sales in China.
Kevin: That'll be interesting. He's got keen insights.
Alice: Yes, he's going to outline some new sales strategies.

Kevin: Is Alan attending?
Alice: No, he's flying to San Francisco and won't be able to make it.
Kevin: Oh well.
Chairman: I'd like to open today's meeting. Kevin?
Kevin: First, I'll quickly go over the main points of the last meeting.
(After discussing about last meeting.)
Chairman: If no one has anything to add, let's move on to today's agenda.

Kevin: I suggest we each give a little background on the suggestions we discussed last week.
Chairman: Could you repeat that, please?

Kevin: Let's start by going over the research you've done on the suggestions.
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Chairman: You'll find most of the information outlined in the summary documents in front of you.
Kevin: These figures are interesting. It's clear to me that customer communications are not working as
they should.
Chairman: Yes, our marketing efforts really haven't been effective to date.
Kevin: I suggest we break up into groups and discuss how we can improve our message.
Chairman: Unfortunately, we're almost out of time. I suggest you submit your ideas on marketing and
we can discuss it by next week.
Kevin: Before we close, could we quickly discuss the Armstrong situation?
GRAMMAR : BE GOING TO
For general plans, we use 'am/is/are + going to + verb'

+ He 's going to have dinner with you.
- He isn't going to have dinner with you.
? Is he going to have dinner with you?
EXERCISE 4: Fill the blank spaces using "be going to + verb". Use contractions forms
where possible.
1) The owner ------------------------------------------ (visit) Mrs. Bubble tomorrow morning.

2) My partner -------------------------------------------------- (go) to the shopping center after dinner.
3) The customers ---------------------------------------------------------- (paint) the walls.
4) We ---------------------------------------------------------- (clean) the property.
5) The manager ------------------------------------------------------ (buy) a car.
6) The gardener ---------------------------------------------- (shorten) the grasses.
7) I ---------------------------------------------------------- ( not graduate) from Senati next year.
8) We ------------------------------------------------------- (move) to a bigger house.
9) Rafael -------------------------------------------------- (fly) to Rio for the tournament.
10) They -------------------------------------------------- (not dance) at the ball.
PROJECT:
1.- Work in groups and Imagine you want to put a new product on market.
2.- Create a business meeting and discuss what is the best product.
For example:
PRODUCT: AREPAS WITH PAPA A LA HUANCAINA
What do you think about that?
- In my opinion……………………………………………
- I agree with you because……..
- I don´t agree with you because…………
- 3.- In front of the class discuss your products. ( 2 products by group)
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Objective: To read and interpret statistic graphs.
STATISTICS
The science that deals with the collection, classification, analysis, and interpretation of numerical facts
or data. The most common verbs used in statistics are: to rise, to fall, to increase, to decrease, to dip, to
fluctuate, to recover.
Exercise 1 : Complete the past form of the following verbs and write their meaning in Spanish.
INFINITIVE PAST SIMPLE - MEANING

Rise
Fall
Go up
Go down
Increase
Decrease
stay
improve
Get worse
DESCRIBING TRENDS
Study this chart and write your sentences according to the graphs. Here you have one as an example
Interest rates increased rapidly because the inflation in the country

is growing.
Interest rates
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Sales
Inflation
Profits
Marketing Budget
Exercise 4 : Describe this graphic about SALES
In February sales went up but in March _______________________________________________

____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
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____________________________________________________________________________________
____________________________________________________________________________________
Exercise 5: Describing pie charts

In 2015 there was a survey among business English learners. The question was "Do you think speaking
English on the phone is more difficult than writing emails in English?" Here were the results.
Complete the sentences below.

10 percent A quarter Most Over half
1.____________of the people thought that writing emails is more difficult than speaking on the phone.
2. ___________ people didn't think that writing emails is more difficult than speaking on the phone.
3. ___________ the people thought that speaking on the phone is more difficult than writing emails.
4. ___________ did not have an opinion.
Exercise 6: Create your survey in class and draw a pie chart of the results. ( Choose only one)
1.- about pets

2.- about music preferences
3.- about food
4.- about English course.
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Objective: to talk about commercial problems and solutions
the accounts an appointment

business changes
a course in Spanish a choice
a connection
a deal
a contribution
an exam a decision
exercise a mistake
your homework money
your job notes
research progress
some shopping a promise
a test a speech
a translation a suggestion
some work
Exercise 1: Complete the sentences with do or make.
1. After the interview I had to ____________ a test.

2. Saturday’s my day for ____________ jobs around the house.
3. I told her I’d run in the marathon – but I’m not going to ____________ any promises.
4. She ____________ her fortune on the stock market.
5. I don’t know the answer, so I’ll ____________ a guess.
Exercise 2 : Circle the correct verb
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Solving Problems (using 2nd Conditional)
We use the second conditional to:

 talk about hypothetical (imaginary and improbable) present and future situations
STRUCTURE EXAMPLES
If + S + past simple,  If I were you, I’d eat fewer cakes
S + would + infinitive  I’d feel much better if I did more sport
Exercise 3: Complete with the correct form of the verb
Derek: If you ______________ (be) more punctual, we _______________ (not/arrive) late

everywhere!
Rebecca: If I _____________ (finish) work earlier, I________________ (be) ready before, but you know
1 make do the cleaning and the cooking I
2 make do a lasting impression (on someone)
3 make do some serious work
4 make do a lot of damage (to something)
5 make do an announcement or a speech
6 make do an application (e.g. for a driving test)
7 make do a sound or a noise
8 make do business (with somebody)
9 make do (somebody) a favour
10 make do love, not war
always finish at eight o’clock.
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Derek: Yes, but if you _____________ (ask) your boss to let you leave half an hour before, we
__________ (meet) our friends on time.
Rebecca: If you _______________ (want) to meet your friends on time, you _____________ (can/pick)
me up from work, so I __________________ (not/have) to take a bus home.
Derek: If I ______________ (pick) you up from work, I ___________________ (not/have) time to
change clothes.
Rebecca: If you ______________ (love) me, you _______________ (worry) about me!
Derek: If you ________________ (not/act) like a child, you _________________ (understand) me.
Rebecca: and if you ________________ (not/be) so selfish, you _______________ (know) why I am
angry at you now!
Derek: I give up! Let’s go. They’re waiting for us.
Exercise 4: Read the examples first and then complete sentences with the alternatives given.
Examples : If my colleagues criticize my work, I would consider carefully what they say.
If my boss shout me, I would not cry.
What would you do:

1. if you saw two colleagues having an argument?
2. if a colleague criticized you?
3. if you saw a colleague stealing something?
4. if your boss never listened to your idea?
5. if your boss asked you to work until midnight?

Objective: to describe the meaning of logistics
LOGISTICS.
Definition of Logistics:
Exercise 1: Five people give their definition of Logistics. Complete the sentences using the words from
the box, then you will listen and check your answers.
Provide Storage Support Distribution Delivery Maintenance
1. Logistics means that you manage the procurement movements of goods and ………………..of
the inventory.
2. It means the ……………….. of the goods the customer needs at the right time, in the right place,
and of the right quality.
3. My definition of logistics is this: it's to plan, organize, and manage operations that ………………..
services and goods.
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4. Logistics - that's purchasing, maintenance, ……………….., and replacement of material and

staff.
5. Logistics is the planning and ……………….. of operations such as warehousing, inventory,
transport, procurement, supply and ……………………….
DESCRIBING RESPONSIBILITIES
Exercise 2: Watch the video again and complete spaces in blank using the words from the box
below.
organising - Xcel Systems - enjoy - deal with - responsibilities - like - develop - find -
somebody - also
My name's Susan Clarke. I work for …………. ……………1 as a human resources manager. My
..…………………..2 include recruiting new employees and ………………..3 training for company staff.
It's also my job to improve the company's working conditions. I …………..….4 my work very interesting
mainly because I ……….………..5 working with people. It's ………..………6 very
satisfying to see employees improve and ……………….7 their skills because of initiatives that I have put
into practice. What I don't ………..……..8 so much is when I have to ……..…………9 a difficult employee
- for example, ………..………10 who is habitually late, takes too many days off or doesn't meet
deadlines. That can be rather stressful. But luckily, it doesn't happen too often.
I. Grammar : Language for describing responsibilities.
➢ My responsibilities include __________________________________________________

➢ It's also my job to _________________________________________________________
➢ I find my work ____________________________________________________________
➢ I enjoy _________________________________________________________________
➢ What I don't like so much is _________________________________________________
➢ I have to deal with _________________________________________________________
Exercise 3: With these grammar expressions above write about your responsibilities on
the blank spaces ( if you don´t work, imagine a job you like)
II.- Verbs for describing key job responsibilities

➢ To advise
➢ To prepare
➢ To train
➢ To manage
➢ To estimate
➢ To monitor
➢ To carry out
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➢ To oversee
➢ To provide or supply
➢ To ensure
➢ To review
➢ To liaise with
➢ To organize
➢ To recruit
Exercise 4: Write about job responsibilities using the verbs above
1.- The secretary _____________________________________________________________
2.- The Administrative Assistant ___________________________________________________
3.- The Manager _______________________________________________________________
4.- Executive Accountant _________________________________________________________
5.- Supervisor __________________________________________________________________
6.- Marketing Manager ___________________________________________________________
7.- HR manager _________________________________________________________________

Objective: to describe the meaning of logistics
A. LOGISTICS USES LOTS OF ACRONYMS. How many do you know? translate them into Spanish
1. FCL = Full container Load ---------------------------------------------------------------------

2. 3PL = Third Party Logistics ----------------------------------------------------------------------
3. HGV = Heavy Goods Vehicle ----------------------------------------------------------------------
4. DC = Distribution Center ----------------------------------------------------------------------
5. LCL = Less than Container Load ----------------------------------------------------------------------
6. EDI = Electronic Data Interchange -----------------------------------------------------------------------
7. ISO = International Standard Organization -----------------------------------------------------------------------
8. GPS = Global Positioning System -----------------------------------------------------------------------
B. Look at the words from activity B and complete the table ( use dictionary if it is necessary). Add three
verbs and nouns.
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VERBS NOUN
1. receive
2. equipment
3.carry
4. assembly
5. location
6. store
7. requirement
8. delivery
9.distribute
10. Transportation
11.
12.
13.
C. PUT THE WORDS IN THE RIGHT ORDER. USE THE CORRECT FORM OF THE VERB.
1. an excellent/provide/delivery service/my company.
________________________________________________________
2. you/ how much/ handle/ cargo/ per year/do?
________________________________________________________
3. to other countries/ not ship/ we/ chemical products

________________________________________________________.
4. responsible for/ be/ the warehouse manager/ also/ vehicles and machinery.
________________________________________________________
5. to foreign companies/ car parts/ this vendor/ supply/does?
________________________________________________________
6. usually / arrange / for companies/ a freight forwarder/ documentation
________________________________________________________
NEW TRENDS IN 3 PL
Reading
Exercise 1: Practice reading aloud and then underline the unknown words.
Until a few years ago, companies used to outsource only parts of their logistics operations to
providers specializing in services such as distribution or warehousing. A single company
sometimes had several third-party logistics providers (3PLs).
The globalization of trade and increasing demand for services, however, has led to a drastic
shift in logistics concepts and management with an impact on both producers and logistics
providers.
For 3PLs all over the world, requirements keep getting more demanding with customers asking
for a wider range of logistics solutions. Apart from that, logistics providers today are facing an
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increasingly tough and highly competitive market. In recent years, growing pressure on prices
has led to a decrease in profit margins. In order to compensate for this, many third-party
logistics providers now offer value-added services for customers
Exercise 2: Now write your own sentences related to your career.
1.- provider:
2.- trade :
3.- management:
4.- customer:
5.- face (V) :
6.- profit:
7.- However:
8.- shift:
9.- demand:
10.- compesate:
11.- trade:
12.- requirements:
13.- range:
14.- offer

Objective: To talk about inventory management problems in a meeting
Introduction to Inventory Management
Inventory management is the process of efficiently monitoring the flow of products into and out
of an existing inventory in the warehouse.
This process involves controlling the receipt of products in order to prevent the inventory from
becoming too high where items are stored at an unnecessary cost, or too low where it can cause
a stock-out and production could be halted due to lack of raw materials.
READING
Exercise 1: Red the text and give the meaning of the underline words
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This is your first day on the job in this warehouse and you need to know what we do here. This
warehouse keeps all of the stock for the 10 stores in this region. We get merchandise from the
supplier and it’s our job to organize it and store it until it goes to the retail outlets. One of the reasons
our stores can offer such low prices is that they operate on the principles of economies of scale. This
means that we buy in bulk and there’s a lot to catalogue and store. We even have some stock
on consignment, so it’s all the more important that we’re able to keep track of any merchandise that
comes through here. Any questions?
Carla: Yeah, are we the end of the supply chain or do we send merchandise to other warehouses?
Foreman: We are it. Merchandise comes to us from suppliers and we distribute it to the stores. Any
other questions?
Carla: Does merchandise ever go missing?
Foreman: It better not go missing under my watch. That’s why we do an inventory twice a year. If
anything is unaccounted for, I won’t be a happy camper.
Exercise 2: With the underline words write your own sentences.
1. ____________________________________________________________________
2. ____________________________________________________________________
3. ____________________________________________________________________
4. ____________________________________________________________________
5. ____________________________________________________________________
6. ____________________________________________________________________
7. ____________________________________________________________________
8. ____________________________________________________________________
9. ____________________________________________________________________
10. ____________________________________________________________________
Exercise 3 : First read the dialogue and then role play
A group of managers are discussing whether to offer an employee a full-time contract.
Bob: Good, everyone's here now. As you all know, Roberto's been working as assistant to Carla Nuñez
for six months now. He's just finished his probationary period. How do you feel about offering
him a full time contract?
25
Maria: I'm not sure we should do it really. It says in

this report that he's been late to work a few times
and he can be rather
Nicole: Oh I don't think that's too important
Bob: Could you let her finish please?
Nicole: Oh, sorry, I didn't mean to but in
Maria: Another thing about Roberto I'm not happy
about: he leaves exactly on time every day. Also, he
doesn't have lunch with us very often, you
know, he goes off on his own
Bob: I'm not sure that's relevant.
Nicole: Mmm, maybe.
Maria: What about his actual work? In my opinion, it's fine. He's done some really good
things.
Bob: What exactly do you mean by 'good things'?
Maria: He works very hard for Carla, and he is excellent with customers.
Nicole: And he is always very sociable in the office.
Bob: Well, thanks very much. You've all made your views very clear. I think it would be good to keep
Roberto on a probationary period for a further three months. We can re-evaluate after that

Objective: Identify different kind of transport
Vocabulary
Exercise 1: Label the different types of container
- Tanktainer - Open-top container - Reefer container - General purpose container
- Flat-rack container
26
Exercise 2: Complete the sentences with the words from the box
Carefully – attention – overhanging – sure – place – examine – secure – instructions – fit – distribute –
exceded - diagonally
1.- ________________________ vehicle carefully.

2.- Do not place items _______________________ across the wagon.
3.- When loading is complete, ensure that it fully complies with the __________________ given in our Rail
instructions Manual
4.- Examine load carefully and make ___________________ it is undamaged and suitable for loading.
5.- _____________________ longer, heavier pieces on the bottom of the load.
6.- Make sure that load is ________________________
SHIPPING MARKING
Exercise 3: Label with the correct mark
Do not stack - Explosive - use no hooks - Toxic - Fragile – store away from heat – This side up –
Keep dry
27
Exercise 4: Describe these packages orally
Comparative and Superlative Adjectives
28
Exercise 5: Write the correct comparative adjective
1. A box of glasses is ___________________ than a box of books ( light)

2. The airplane is ______________________ than a boat (fast)
3. Shipping goods by plane is ______________________________ than by trucks. (expensive)
4. Our service is __________________ than our competitor ( good)
5. The transportation in Peru is _________________ than the one in Bolivia (bad)
6. Tanktainer is _________________ than a barrel (safe)
7. Chemical substances are ________________________ than fire (dangerous)
8. Transport by sea is __________________ than by road. (slow)
Exercise 6 : Comparative or Superlative
1. Can you speak __________________? (loud)

2. Tom is a _____________student than Mary. ( good)
3. Computers are _________________ than telephones. (expensive)
4. Today is ______________________ day of the summer. ( hot)
5. A rock is ________________ than a leaf. (heavy)
6. This is _______________________ institute in the city. (successful)
7. It is _________________ shop in the town. (large)
8. That is ____________________chair in the classroom. (comfortable)

Objective: Identify warehouse equipment and warehouse services.
29
Warehouse Management
Equipments
Exercise 1: Look at the ppt and then write the correct names of equipments
Roll-cage pallet / hand pallet-truck / pallet / shelving / trolley / fork- lift truck
Exercise 2: Identify the verbs used with the equipment

Label - repack - handle – select – batch – sort - wrap - load
1.- _____________ Put goods on a pallet or vehicle.

2.- _____________ Provide specific information on the product itself or the packinging
3.- _____________ Deal with
4.- ____________ Pick or choose
5.- ____________ put several things together.
6.- ____________ pack in special material for protection.
7.- ____________ put into new units or formats.
8.- ____________ arrange in a special way or order.
THE PASSIVE VOICE (First, look at the ppt about passive voice)
30
It is used when the focus is on the action. It is not important or not known, however, who or what is
performing the action.
Exercise 3: Change to passive voice.
1.- He checks the unit load.

________________________________________________________
2.- The warehouse management system identify an appropriate location.
_________________________________________________________
3.- The staff verify the vehicle documentation.
________________________________________________________
4.- The technicians label the packages with bar codes.
_________________________________________________________
5.- They unloaded the goods.
________________________________________________________
Exercise 4: Reading Comprehension.
Warehouse management system (WMS) software helps control the movement, storage and accounting of
materials or finished goods through a warehouse. Warehousing management system benefits can be seen
throughout the manufacturing process. WMS software directs the picking, replenishment and put away of goods
identified and tracked by an automated data collection system, typically bar codes and scanners.
Easy WMS is a Warehouse management software (WMS) offering a wide range of functions that enable working
efficiently in each of the warehouse areas and processes.
It is a powerful, robust, versatile and flexible software system that will help you simplify and optimize your
warehouse management.
How can a WMS make your warehouse profitable?

By installing a Warehouse Management Software (WMS) you will be able to optimize all movements, processes
and operations in your warehouse. This will lead to cost-saving and a better quality of your service.
With Easy WMS you can control:
31
• the reception of goods,

• all storage tasks,
• and the preparation of orders and dispatching processes.
These are some of the benefits you can get by implementing the Easy WMS warehouse management software:
Up to 40% Up to 30% Up to 30%
Improved use of space Fewer maintenance requirements Improved productivity for order picking
processes.
According to the reading, write the benefits of a WMS using the expressions below
One great advantage is ______________________________________________________________

The most interesting feature is ________________________________________________________
It would help us reduce/ increase / improve / optimize ______________________________________
Another major advantage is / would be __________________________________________________
It would also guarantee/ ensure ________________________________________________________
32
33

Objective: to identify and to talk about document in foreign trade
DOCUMENT IN FOREIGN TRADE
Entry visa Shipping note

A visa giving official permission to enter A document that lists the goods that are
a country of which you are not a being sent from one place to another by
national ship
Import license Air Waybill.

A document issued by a national Type of bill of lading that serves as a
government authorizing the receipt of goods by an airline (and as
importation of certain goods into its a contract of carriage between the
territory shipper and the carrier.
Landing order Export license

A document that permit which allows A government document granting the
goods to be unloaded into a bonded licensee the right to export a specific
warehouse without paying customs quantity of a commodity to a specified
duty. country.
Clearance certificate Certificate of origin ( CO)

A certificate that verifies that an entity Contains information regarding the
has paid all its tax liabilities at the product's destination and country of
time that the entity ceases to exist or export and is required by many treaty
is transferred to a new owner. agreements before being accepted
into another nation.
Exercise 1: Answer the questions according to the documents required.
1.- Which document you could need to prove where your goods came from?
_____________________________
2.- Which document allows you to sell certain goods abroad? _______________________
3.- Which document allows you to purchase certain goods from abroad and sell them in your country?
___________________________
4.- Which document gives you official permission to enter a certain country?
______________________________
5.- Which document lists the goods that are being transported by ship? __________________
6.- Which document states the terms and conditions of transportation of goods by air?
______________________________
7.- Which document allows goods to be unloaded into a warehouse without paying customs duty?
______________________________
34
8.- Which document do you need to obtain in order to be allowed to leave a port in certain countries?
___________________________
Exercise 2: Reorder the sentences related to expressions that ensure customs entry and avoid delays
( the first word is given in bold)
1.- Provide / you / the goods / to ship / descriptions / clear and detailed / of / wish
_____________________________________________________________________________
2.- Clearly / the items/ the value / indicate / of
_____________________________________________________________________________
3.- State / were / where / manufactured / the goods
_____________________________________________________________________________
4.- The documents / details / include / the following / must
_____________________________________________________________________________
5.- List / of / each / the quantity / item
_____________________________________________________________________________
6.- Specify / each / weight / and dimensions / the contents / of / box
________________________________________________________________________________
PHARSAL VERBS TO TAKE ACTION
TAKE CARE - GET ON – GET IN TOUCH - GET BACK
Exercise 3: Complete the sentences with the correct phrasal verb.
35
Exercise 4: Group work :

a).- Make a list of technical words.
b).- Translate this document into Spanish.
36

Objective: Write a letter of application
Letter of application
A letter of application is written when applying for a job. It usually includes educational/professional
qualifications, details of previous experience as well as the applicant’s qualities and skills. Example of
Letter of application parts:
Salutation
Dear Sir / Madam, (If you do not know their name.)

Dear Mr Jones, / Dear Mrs Smith, (If you are given their name, you MUST use it, but NOT their first name)
Reasons for writing the letter
I would like to apply for the job of __________ as advertised in this month’s issue of ___________.
Reasons for applying for the job
I like working with ________ and I would enjoy the challenge of _________
I have just finished school and in October I will be starting a degree course in _______ I am therefore very keen to gain
experience in _________
Interests / Skills / Experience
My interests include ___________

For the past ____ years I have been working as a / in a . . . . . .
Suitability for the job
I feel I have the necessary ________ and _______ to make a positive and enthusiastic contribution to your _______ and I
hope you will consider my application favourably.
Availability for interview
I am available for interview at any time and look forward to hearing from you soon.
Ending the letter
Thank you for your attention. I look forward to receiving your reply.
Signing off
Yours faithfully (If you wrote “Dear Sir / Madam”)

Yours sincerely (If you wrote “Dear Mr Jones”)
37
Exercise 1: Read these advertisements and image that you want to apply for that job so write a
letter of application following the pattern given. (Write on a piece of paper)
38

Objective: Answer to a letter of application
When a company answer to a letter of application they use a special vocabulary and there are two
types of response: They can answer giving you an appointment for an interview or they can reject your
application. Read these two types of letter carefully.
39
EXERCISE : Ask to a classmate his/her letter of application and write a positive response for an
interview. You have to write the information given for your classmate.
40

Objective: Write order letters
Order Letters
Order letters are sent by consumers to a manufacturer, retailer or wholesaler to order goods or services. These
letters must contain specific information such as model number, name of the product, the quality desired and
expected price. Payment is sometimes included with the letter.
To write an order letter we must take in consideration the following:
Useful expressions:
➢ Dear Mr./ Mrs.
➢ I would like to order….
➢ Thank you for….
➢ Could you please send me your most recent brochure?
➢ I would be very grateful if you could send me ….
➢ Sincerely
➢ Yours truly
Sample order letter:

Dear Ms. Hutchinson
Thank you for sending your catalog so promptly. It arrived within a few days of my request. Please
send me the following items by parcel post:
1 copy Emmet and Mullen,

High School Algebra @ $7.50 $ 7.50
25 copies Pinehurst,
Plane Geometry @ $8.75 $ 218.75
Total $ 226.25
I am enclosing a money order for 226.25. If there are additional charges, please let me know.
Please mail the books to the address given above.
Very truly yours,
Brandon Michael
41
Exercise:
Read this sample order letter and fill in the gaps. Use the words:
to (x2) with no later than by
Dear Mr. Johnson,

We would like ______ purchase twenty two (22) individual stand mixers (Model #43423), all in the color
red.
We would like you to charge this purchase to the preexisting account that we have _______ you,
business account #543234.
We hope to receive this order ___________________ Saturday 30th May, 2015. Attached to this letter
please find our preferred shipping method and receiving address.
Please confirm that you received this order _____________calling us at 232-20-59 anytime during
business hours, Monday ____________ Friday.
Thank you for your cooperation

Keller Kitchen Co.
Practice
Use the information below to write an order letter, the first part is done for you.
Dear Miss Jackson

Please accept this purchase order for the following:
No. Product Quantity Unit Price Total
1 Single Brush 4 $ 3,000 $ 12,000

Polisher Colombia
400
2 Extractor SX 144 4 $ 2,000 $ 8,000
Total $ 20,000
42

Objective: Write a confirmation of order letter.
CONFIRMATION OF ORDER LETTER
Once you have ordered goods from a particular store you will probably receive a confirmation letter on you
orders.
Formal – The letter to be written is formal, so it should be in a serious tone. It should a direct tone while writing to
the consumer.
Short and precise – Be brief as you jot down the letter and make sure to go straight to the point and not to write
long unnecessary stories.
OBJECTIVE OF CONFIRMATION :
✓ Thanking the customer and building goodwill.

✓ Legal acceptance of the terms of the order.
✓ Reference to the date of receipt of the order.
✓ Stating when the order will be fulfilled and the likely date of delivery.
✓ Putting in a clause about getting further business and continued support from the customer.
PARTS OF A LETTER OF CONFIRMATION:
1.- Heading: Name of Enterprise that send the letter.

2.- Date: Date of sending letter
3.- Name and charge of recipient:
4.- Salutation
5.- Opener for acknowledging the order: You thank and confirm the order to recipient
6.- Body of letter:
- Confirm the order
- Mention the products
- Mention the delivery date, hour , place and way to be sent the product.
- The price and way to pay.
7.- Closer for acknowledging the order : Thank again and invite to an other order
8.- Complementary closer
9.- Signature and writer identification
43
Identify the parts of letter
Knit Master
10 Main Road, Victoria, Seychelles Tlp. (248)
1234567 www.knit.com
March 17,2013
John Fernandez
Purchasing Manager
Lady's
1 South Road
Victoria
Dear Mr. Fernandez,
With reference to our telephone conversation this

morning, I would like to confirm your order for:
- a dozen of Knitted bags
- a gross of acrylic brooch.
Your order will be delivered tomorrow by our

personnel at around 9 o'clock. It should arrive at
your store by 9.30. It will be sent by van.
Thank you for your attention. Should you need any

help, please contact us at this number 1234567.
Sincerely,
Bob Marley
Sales Manager
TYPES OF LETTER OF CONFIRMATION:
✓ Acknowledgment of an order: You only confirm the order and give information about
deliverance and payment.
✓ Response to
order: Additional to confirm the order and delivery and payment, you give more information
about the product.
44
✓ Offer
an alternative product: When the company does not have the product and give an alternative
product.
Useful Phrases for Accepting an Order:
Useful openers for acknowledging an order:
➢ Thank you for your order no. 12858 dated 29th February, which we received today. The order is
being filled immediately and may reach you by courier by March 5.
➢ Your order for a paper manufacturing machine is being readied and will be dispatched by 10″1
September.
➢ We are pleased to inform you that your order for plastic drums is receiving our immediate
attention. The goods will be dispatched by Saturday and we note to inform you by phone when
this is done.
Useful closers for acknowledging/fulfilling an order:

➢ We hope to receive more business from you.
➢ It is a pleasure to do business with you and we hope to hear from you soon.
➢ Once again, thanks for your order.
➢ We feel confident that you will be completely satisfied with these goods and find them very
good value for money.
➢ We hope there is a good take-off of these goods in your area.
45
Mrs. Wendy Johnson,

Physical address: Nairobi, Kenya
P.O. Box 62000-00200, Nairobi
5th May 2009,
Dear Mrs. Winy,
This is a letter to confirm that you received the order for the following
good that you purchased.
Items purchased:
1. 32” television
2. 5 piece carpet
3. Dish washer
4. Dining table
5. Mattress
And we also write to inform you that we received the payments of the
goods which is a total of $ 250,000 in form of a cheque on the 5th of
June.
The items above will be delivered within this week to where you had
specified. Along with the delivery attached documents necessary
documents will be attached with each item purchased.
Thank you for doing business with us. If there is any issue or you
require clarification please contact us.
Sincerely,
John Peter
Manager of Samsung Co.
PROJECT : From you order letter of lesson 17. Write a letter of confirmation
46

Objective: Write a letter of complaint.
Letter of complaint
Writing a formal letter of complaint remains an effective way to alert a company to a problem. Before
you begin your letter, gather all the information you will need to include in your complaint. This
information may include the time, date, and location that you purchased faulty goods or services,
reference or invoice numbers, and records of previous communication with the company. To support
your complaint, you may need to enclose copies of documents such as receipts with your letter.
Layout
When writing a letter of complaint, you should follow the standard format.
a. Letterhead/ address of writer

b. Name and address of recipient
c. Date
d. Opening
e. Subject line
f. Body of the letter
g. Closing
h. Signature
i. Name of sender
j. What is enclosed
Useful phrases when writing a letter of complaint
Greeting recipient Dear Sir/Madam - Dear Mr Last Name – Dear Ms Last Name
Explaining reason I am writing in order to complain about …the faulty product I received
I am writing to complain about...the poor service I received from your company
Introducing the I recently ordered a (name of product you bought)

complaint: I recently purchased a (name of product or serviced you purchased)
Introducing further Secondly, In the second place, Moreover, In addition to this

complaints:
Demanding action: I would like you to arrange a refund as soon as possible

I would be appreciative if you could give me a full money back…
Endings I look forward to hearing from you look forward to receiving a full refund
I look forward to receiving a replacement
I look forward to receiving your explanation at your earliest convenience.
47
Tips for Filing a Complaint

When filing a complaint, remember these tips:
• Remain calm. The person who can help probably didn't cause the problem.
• Don't use an angry, threatening, or sarcastic tone.
• State exactly what you want done about the problem.
• Document each step, and keep copies.
Now read a sample of a complaint letter and identify the following:
What’s the person’s complaint?

What does he demand the company to do?
297 Hankham Lane

Sopwith Park
Kent
K43 8PD
Simon Craig
Customer Service Manager
Smart Equip
56 Lime Street
London
S27 3LC
18th June 2015
Dear Mr. Craig
Customer Service Problem
I am writing to complain about the very poor customer service that I have received from your
company.
I recently ordered an HP colour printer, which I received yesterday. The printer did not work, so I
phoned the “Customer Service department” but the agent was rude and unhelpful. She told me
that I have to pay the cost of returning the printer to you. However, the guarantee says that faulty
products can be returned free of charge. In addition to this, I did not receive the gift you
promised you were going to send me for my purchase which was a package of 500 bond papers.
I would like you to arrange free collection of the printer immediately, or I will contact the
manufacturer, HP, to make them aware of the poor service your company provides with their
products.
I look forward to hearing from you at your earliest convenience.
Your sincerely,
Alex Masters
Enclosed is a copy of the receipt I got from my purchase from you.

Final Project: Using the information given above, write a letter of complaint for a faulty product you just bought or a
poor service you received.
48

Administración Industrial: Programa de Formación Profesional

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TECHNICAL ENGLISH Week 1

3_Company (BrE) or Company refers to any type of business organization, in particular to a

EXERCISE 1 : Write S (soletrader) P (partnership) C (company) next to the appropriate phrase:

EXERCISE 3:Complete each sentence with a verb from the box.

Answers arranges checks collects deals maintains

1 The Logistics Department………………….. the transport of goods and materials.

Simple Present Present Progressive

infinitive form of 'be' and verb + ing

I speak you speak I am speaking you are speaking

daily routine only for a limited period of time (temporary)

Bob works in a restaurant. Jenny is working in a restaurant at themoment

in general (regularly, often, never) right now

Dialogue: Jose works in the Accounting Department while Rosita is a Human

Practice the dialogue

TECHNICAL ENGLISH Week 2

ANSWERING THE PHONE

- Sorry. Can we reschedule for another time?

- I’m afraid I can’t come on that day.

- Can I take a message?

- Right, I think that’s all. Thanks for Your

- Sorry, I didn’t catch that.

- The reason I’m calling is . . .

- When would be a good time?

MAKING ARRANGEMENTS - I’m calling about . . .

- I’m sorry, she’s/he’s not available at the

CHANGING ARRANGEMENTS moment.

- Sorry, she’s/he’s away on business /

ENDING A CALL in a meeting.

- Sales Department, Patricia speaking

- What about next Tuesday at ten?

Could you repeat the Thanks, bye. Thank you Mr

Yes, could you ask him to

- Role-play the dialogues with your partner by heart.

- Good morning! Hotel Hamilton. How can I help you?

- Oh! I’m sorry. It’s the wrong number.

- In pairs : Create dialogues with the information given.

You have a test in your English class today, but you

TECHNICAL ENGLISH Week 3

Talking about past in Business English

1. Facts and situations in the past

Affirmative : Our secretary worked very hard.

2. Actions in the past

3. Actions taking place one after another

4. Actions taking place in the middle of another action

5. Signal Words of Simple Past

- Yesteday, I lost my mobile at the shopping center.

Irregular Verbs Practice (write past tense of verbs)

become begin bend

bet bite blow

break bring build

buy catch choose

come cost cut

draw drive drink

eat fall feel

fight find fly

forget forgive freeze

get give grow

hang hear hide

hit hold hurt

keep lead lend

let lie lose

Derek: If you (be) more punctual, we _ (not/arrive) late