inglês para contactos profissionais - iefp · inglês para contactos profissionais ... como se...

Manual do Formando

Inglês para Contactos Profissionais

Paulo Furtado | Susana Matias | Susanne de Graaf

Recurso desenvolvido no âmbito da medida 4.2.2.2 do POEFDS. Programa co-financiado por:

Manual do formando | INGLÊS PARA CONTACTOS PROFISSIONAIS

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FICHA TÉCNICA

Inglês Business

Paulo Furtado | Susana Matias | Susanne de Graaf Línguas Estrangeira

Versão - 01 ISLA de Bragança

Gabinete de Formação

Depósito Legal 000 000/00

ISBN 000-00-0000-0


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UNIDADE 1 ............................................................................................................................................ 5

1.1 JOBS........................................................................................................................................ 5

1.2 PLACES, DEPARTMENTS AND INDUSTRIES ................................................................................ 13

1.3 TYPES OF WORKS.............................................................................................................. 20

UNIDADE 2 .......................................................................................................................................... 23

2.1 PRESENT CONTINUOUS................................................................................................... 23

2.2 SOCIALIZING....................................................................................................................... 27

UNIDADE 3 .......................................................................................................................................... 37

3.1. PAST SIMPLES AND PAST CONTINUOUS....................................................................... 37

3.2. TELEPHONING................................................................................................................... 42

UNIDADE 4 .......................................................................................................................................... 53

4.1 MANUFACTURING AND SERVICES .................................................................................. 53

4.2 PASSIVE VOICE .................................................................................................................. 57

4.3 WHERE IS IT MADE? / WHERE IS IT SOLD?...................................................................... 61

UNIDADE 5 .......................................................................................................................................... 65

5.1 PRODUCT DETAILS ........................................................................................................... 65

5.2 PRODUCT INSTRUCTIONS................................................................................................ 71

5.3 PROBLEMS WITH PRODUCTS .......................................................................................... 75

UNIDADE 6 .......................................................................................................................................... 79

6.1 PRESENT PERFECT........................................................................................................... 75

UNIDADE 7 .......................................................................................................................................... 89

7.1 BUSINESS CORRESPONDENCE: EMAIL, FAXES AND LETTERS................................... 89

7.2 THE MESSAGE: EMAIL, FAXES AND LETTERS................................................................ 93

7.3 EMAIL................................................................................................................................... 96

UNIDADE 8 ........................................................................................................................................ 101

8.1 BUSINESS ACROSS CULTURES 1 ................................................................................. 101




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UNIDADE 9 ........................................................................................................................................ 111

9.1 PRESENTATIONS ............................................................................................................ 105

9.2 ME MIDDLE OF A PRESENTATION ................................................................................ 107

9.3 ENDING A PRESENTATION & QUESTIONS ................................................................... 105

UNIDADE 10 ...................................................................................................................................... 127

10.1 MEETINGS...................................................................................................................... 127

10.2 TYPES OF MEETINGS ................................................................................................... 132


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UNIDADE 1

Objectivos

Este primeiro capítulo tem por objectivo dar a conhecer os conceitos básicos dos tipos de

emprego que existem, como se utiliza as preposições com trabalho e emprego, dos departamentos e

industrias. Em termos gramaticais é feita uma abordagem ao presente simples e às preposições de

lugar.

| Tópicos

- YOUR JOB, VOCABULARY;

- PLACES, DEPARTMENTS AND INDUSTRIES;

- TYPES OF WORK AND SALARY

1.1 Jobs

| Tópicos

1.1.1 Your job, other jobs and dream jobs

1.1.2. Present Simple

1.1.3 Exercices

1.1.1 COMPREENDER O VOCABULÁRIO RELATIVO AOS EMPREGOS..

| Your job

Question:

What do you do?

What is your job?

Answer:

I am an engineer.

I’m a doctor.

I am an architect.

I’m a photographer


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| Other jobs

Question in the singular form:

he

What does she do?

Mark

Anne

Question in the plural form:

What do they do?

What do Mark and Anne do?

Possible answers:

He’s an architect.

She is a teacher.

Mark’s an assistant.

Anne is a designer

They’re painters.

Mark and Anne are tour guides

NOTE:

You use “a” in front of a consonant (b/c/d/f/g/h/…) and “an” in front of a vowel (a/e/i/o/u and h

when not read).

Pay attention! When you use the plural answers to say what kind of job they do, you do not need

to use “a” or “an”.

| Dream jobs

What is your dream job?

When we answer we use want:

“I want to be a doctor.”


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| Vocabulary

Jobs

Accountant Judge

Baker Lawyer

Barber Nurse

Barman/woman Optician

Builder Painter

Butcher Photographer

Carpenter Plumber

Cashier Policeman

Chambermaid Porter

Chef Postman/woman

Cleaner Receptionist

Cook Reporter

Dentist Sales Assistant

Doctor Sales representative

Electrician Secretary

Engineer Scientist

Fireman Surgeon

Fishmonger Teacher

Flight attendant Tourist guide

Hair dresser


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1.1.2 O PRESENTE SIMPLES

| Form

You build the present simple with the base form (infinitive)

You add –s to the infinitive for “he”, “she” and “it” (3rd person)

With some verbs, for example “go” and “do”, you add –es to the base form.

Affirmative sentences Negative sentences

I

You

Work

He

She

It

Works

We

They

Work

Question forms

I

You

Do not

Don’t

He

She

It

Does not

Doesn’t

We

They

Do not

Don’t

Work.

Do

I

You

Does

He

She

It

Do

We

They

Work?

Do

I

You

Does

He

She

It

Where

When

Why

How

Do

We

They

Work?


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1.1.3 EXERCÍCIOS DE CONSOLIDAÇÂO

Exercise 1

Complete the sentences. Look at the example

1. I work on engines. I’m an engineer .

2. I take photos. I’m :________________________

3. I design buildings. I am ____________________

4. I work in a hospital. I am ___________________

5. I work in a restaurant’s kitchen. I’m _____________________

6. I deliver the mail: I’m _____________________

7. I teach English. I’m _______________________

8. I paint. I am ______________________

Exercise 2

What jobs do you see in the pictures?

_____________________ _____________________

______________________ ______________________


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____________________ ___________________

________________________ ___________________

_______________________ ________________________

____________________ ____________________


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____________________ ____________________

Exercise 3

Write the questions for these answers. Look at the example.

1. What do you do?

I’m a doctor.

2. __________________________?

He’s a waiter.

3. __________________________?

He’s an architect and she is a designer

4. __________________________?

She’s a policewoman.

5.__________________________?

They are salespeople

6. _________________________?

You are a nurse.

Exercise 4

Complete these sentences with the correct form of the verbs in present simple

1. I (get up) at 7.30. _____________________________________

2. My sister (get up) at 7.45. ___________________________________

3. We (watch) TV every night. ___________________________________

4. He sometimes (cry) if the film is sad. _____________________________________

5. My sister and her friends often (go) to clubs._________________________________

6. She always (wash) her hair before she (go out). ______________________________


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7. My parents (listen) the news every evening at six. ____________________________

8. Anne (wake up) at 9.30. _____________________________

9. Tom always (drink) a coffee after dinner. ________________________

10. I always (sing) when I take a shower. __________________________

Exercise 5

Complete each phrase, using the correct form of the Present Simple. Attention, some are interrogative and some are negative. You/watch/much TV?

__________________________________________________________

TV in your country/have/many American programmes?

__________________________________________________________

Chocolate / not be / bad for your health.

__________________________________________________________

You and your friends/play/much sport?

___________________________________________________________

Chinese people / not have / blond hair.

___________________________________________________________

The place where you live/have/a sports centre?

____________________________________________________________

I / not do / the dishes at home.

____________________________________________________________

You / like / ice cream?

_____________________________________________________________

Ann and Mark / not like / potatoes.

___________________________________________________________

Tom and I / not go / to the cinema.

______________________________________________________________


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1.2 Places, Departments and Industries

| Tópicos

1.2.1 Prepositions of place IN/ON/AT and work + prepositions

1.2.2. Places and industries

1.2.3 Departments

1.2.4 Exercises

1.2.1 COMPREENDER AUTILIZAÇÂO DAS PREPOSIÇÕES DE LUGAR

| IN/ON/AT

IN:

Use in with spaces:

In a room

In a room

In a garden

In a park

Use in with bodies of water:

In the water

In the sea

In a river

Use in with lines:

In a row

In a line

In a queue

AT:

Use at with places:

At the bus-stop

At the door

At the cinema

At the end of the street


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Use at with places on a page:

At the top of the page

At the bottom of the page

Use at in groups of people:

At the back of the class

At the front of the class

ON:

Use on with surfaces:

On the ceiling

On the floor

On the wall

On the table

Use on with small islands:

I stayed on Maui

Use on with directions:

On the left

On the right

IMPORTANT NOTES

IN/AT/ON the corner

We say in the corner of a room, but at the corner / on the corner of a street

IN/AT/ON the front

We say in front of / in the back of the car

We say at the front / at the back of buildings or groups of people

We say on the front of / on the back of a piece of paper


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| Work + preposition

What do you do?

I work for + name of the company

Ex: I work for an English manufacturing company

I work for Nestlé

I work for an insurance company

I work for Tranquilidade

Work for é sempre utilizado quando se fala numa companhia

I work in + department

Ex: I work in Personnel

I work in Marketing

I work in Sales

I work in Research and Development

Work in é sempre utilizado quando falamos de um departamento

I work on + a Project

Ex: I work on a car design

I work on a product research

I work on a new clothes design

Work on é sempre utilizado quando falamos de um projecto

I work with + pessoas

I work with suppliers ( companies that we buy products from)

I work with many colleagues (people that work with me)

I work with foreign people

Work with (trabalhar com) utiliza-se exactamente como em português.


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1.2.2 COMPREENDER O VOCABULARIO RELATIVO AO LOCAL DE TRABALHO E ÀS INDÚSTRIAS

| Places

Question:

Where do you work?

Answer:

I work in an office

I work in a college

I work at a head office

I work at home

I work in Paris

I work on a design

does he

she

Where

do they

work?

| Industries

You can talk about the industry that you work in

Ex: I’m in Sales

She’s in Finance

They are in oil

He’s in tourism

I’m in advertising

He’s in advertising

She’s in construction

He

She

works

They work

on a farm


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1.2.3 COMPREENDER O VOCABULÁRIO RELATIVO AOS DEPARTAMENTOS

� The Packing department is responsible for putting the product in boxes and crates.

� The Wages and Salaries department is responsible for paying the staff

� The Purchasing department is responsible for buying supplies

� The Sales department is responsible for selling the product to the costumers

� The Maintenance department is responsible for servicing the machines and the equipment

� The Training department is responsible for arranging courses for the staff

� The Personnel department is responsible for selecting and recruiting new employees

� The Production department is responsible for manufacturing the products

� The After-Sales department is responsible for looking after customers’ problems and

complaints

� The Finance department is responsible for dealing with taxation, investment and cash

management

� The Accounting department is responsible for invoicing the customers

� The Distribution department is responsible for dispatching the products and sending them to

the customers

EX: He works in the sales department – he sells company products.

She works in the production department – she makes the company products.

I work in the training department – I organize training courses.

1.2.4 EXERCíCIOS DE CONSOLIDAÇÃO

Exercise 1

Match the two parts of what people say about their jobs.

1. I work in the production department a. I’m the boss

2. I work in Paris b. I make televisions

3. I work in a college c. I sell machines

4. I work at a head office d. I teach French

5. I work in the sales department e. I love big cities!


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Exercise 2

Fill in the gaps with the following prepositions: IN/ON/AT

1. He is sitting ___on______ the bench.

2. He was born _________ Scotland.

3. There are maps and pictures _________ the walls.

4. They’ve got a nice house _________ the south of Portugal.

5. He has got a pencil _________ his hand.

6. The exam is _________ Friday 24th of November.

7. The garden is _________ the back of the house.

8. You can’t park _________ the corner of the street.

9. The name of the street is _________the bottom of the page.

Exercise 3

Match the speakers a-j to departments 1-10 a) I spend most of my day updating software

b) I’ve just written an advert for new sales staff

c) I look after all the contracts

d) We develop new products and services

e) We deal with people’s complaints

g) Our campaign brought us ten new customers

h) I’ve just updated the schedule for the new model

i) We hope this campaign will improve our image

j) We have to get the new designs into the shops by the first of December

1) Legal ___

2) Customer services ___

3) Production ___

4) HR ___

5) IT a

6) R&D ___

7) Distribution ___

8) PR ___

9) Sales and Marketing ___


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Exercise 4

Complete the sentences with “in”, “at” or “on”

1. I work _________a shop

2. I don’t work _________ a construction site

3. You don’t work _________ home because you like to be with people all the time

4. She works _________ a factory

5. They work ________ a farm

6. he works _________ sales

Exercise 5

Complete each sentence with an industry.

1. I work for Shell. I’m in _______________

2. He’s a teacher. He’s in ______________

3. We are tour guides. We’re in ____________

4. We are selling our company products. We’re in ____________

5. They build houses. They’re in __________

Where do you work? Talk about people you know and where they work.


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1.3 Types of work

| Tópicos

1.3.1 Jobs and Work

1.3.2. Vocabulary about pay, pension, etc..

1.3.3 Exercises

1.3.1 COMPREENDER O VOCABULÁRIO RELATIVO AOS EMPREGOS

| Types of jobs

• Full-time job (employees work usually around 40 hours a week)

• Part-time job (when employees work 20 hours a week)

• Overtime (when you work longer than you should and you get more money)

• Permanent job (The contract has no finish date)

• Temporary Job (is working for a short period, the contract has a finish date)

• A contract (an agreement about how long you work, when you work and how much you earn…)

• Employees (people who work for a company)

| Types of work

• Temporary work

• Permanent work

Não se pode utilizar o substantivo work com as expressões part-time e full-time. Temos de

utilizar o verbo work. Assim dizemos:

I work full-time / I work part-time

He/she works full-time. He /she works part-time.

.


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1.3.2 COMPREENDER O VOCABULÁRIO RELATIVO AO SALÁRIO, REFORMA, ETC:

Salary: the money you receive at the end of the month for working.

Wage: is the money you receive every week if you work and get paid per week.

Retire: you stop working because of your age, usually at 65.

Pension: is a payment for people who retire.

Resign: if you leave a company, for example to work for another company. You tell the company

that you are leaving.

Make redundant: if there isn’t any more work for the employee to do or, or if we don’t need them

any more, or if there are financial problems in a company.

Dismiss or fire: if someone has done something wrong we ask the person to leave the company.

Bonus: is a value of money you can receive extra when for example the company’s sales go up.

Rise: when your salary goes up normally after a certain period of time and with good work done.

1.3.3 EXERCÍCIOS DE CONSILIDAÇÃO

Exercise 1

Fill in the gaps by choosing a word given in italics

Permanent job / colleagues / contract / overtime / part-time job / customers / suppliers / full-time job /

temporary job / employee

1. The people who buy your products are _______________

2. If you work extra hours, you do _______________

3. I can work here as long as I want – I have a _________________

4. __________________ are the companies we buy products from

5. Your _______________ are the people that you work with.

6. If you only work 20 hours a week, you have a ________________.

7. An agreement to work for a particular company is called a ______________

8. My job finishes next month – it’s only a _______________

9 I work 40 hours a week, this means I have a __________________

10. If you work for a company, you’re an _______________


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Exercise 2

Complete the table

VERB NOUN

Retirement

Resignation

Dismissal

NOUN ADJECTIVE

Redundancy

Exercise 3

Complete the sentences with the words in italics

fire / wage / retire / salary / raise / bonus / redundant / resign

1. Your base __________ will be 20.000€ per year

2. I don’t like what the company is doing, so I’m going to ___________ and find another job.

3. Well done!! You did an excellent job, you deserve a __________. Your salary will go up.

4there was no more work at the factory, so they made me ______________

5. When I __________ at 65 I am going to live in Brazil.

6. You receive a _____________ this year because the company’s sales went up 20%.

7. Ann stole money from the company, so they had to ___________ her.

8. I am getting paid per week, so I receive a ___________


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UNIDADE 2

Objectivos

Este segundo capítulo tem por objectivo dar a conhecer o presente continuo, abordaremos a

socialização, perguntar e responder às questões de forma formal e informal.

| Tópicos

- PRESENT CONTINUOUS;

- PRESENT CONTINUOUS VS PRESENT SIMPLE;

- SOCIALIZING

2.1 Present Continuous

| Tópicos

2.1.1 Present Continuous

2.1.2 Present Continuous VS Present Simple

2.1.3 Consolidation exercises

2.1.1 COMPREENDER O PRESENTE CONTINUO

| Form

The Present Continuous is formed by using the present tense of the auxiliary verb to be and the –ing form of the main verb.


I am/’m working

You are/’re working

He

She

It

is/’s working

We

They

are/’re working

I am not/’m not

You are not/aren’t

He

She

It

is not

isn’t

We

They

are not

aren’t

working


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Question forms

| Moment of speaking

The present continuous is used to talk about an activity taking place at the moment of speaking.

“I’m afraid Sir Goodman isn’t available at the moment. He is talking with another person in his office.”

| Current projects

The Present continuous is also used to talk about actions or activities and current projects that are

taking place over a period of time (even if they aren’t taking place precisely at the moment of speaking).

“Sonae is one of the most important companies in Portugal. At the moment they are building a new

shopping centre and they are negotiating with the state for building a new hotel in the South of

Portugal.”

| Temporary situations

We use the Present Continuous to indicate that an action or activity is temporary rather than

permanent.

“Mary organizes our conferences.”

(the present simple is used because it is generally true)

“Mary is organizing our conferences because Jane is on holiday.”

(the present continuous is used because this is only true for a limited time)

| Slow changes

The Present Continuous is used to describe current trends and slow changes that are taking place.

“The latest economic statistics from the European Central Bank show that both unemployment and

inflation are falling in the Eurozone countries, and the economy is growing at an annual rate of 2.6%.”

Am I

Are you

Is

he

she

it

Are

we

they

working?


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2.1.2. COMPREENDER O PRESENTE CONTINUOU VERSUS O PRESENTE SIMPLES

We use present simple and not present continuous with the following verbs:

Verbs of thinking: think; believe; agree; understand; know; remember; forget

Verbs of feeling: want; wish; love; hate

Verbs of perception; see; hear; notice

Verbs of possession: have; own; belong

Reporting verbs: say; ask; tell; answer

Other verbs: cost; weigh; seem; appear; need

We use present continuous and never present simple when we talk about personal plans and

arrangements.

What time are you meeting me? √

What time do you meet me? X

2.1.3. EXERCÍCIOS DE CONSOLIDAÇÃO

Exercise 1

Put the verbs in brackets into the Present Continuous. See the example.

1. Could I ring you back in a few minutes? I am talking (talk) to someone on the phone.

2. Jamila is upstairs with Marco and Roy. They _________________(have) a meeting about the new

website.

3. What _________________ (you/do) here? I thought you had gone on holidays.

4. Could you tell Miss James that Miss Lang is here? She _________________ (expect) me.

5. Oh no, the printer _________________ (not work). I’ll call the IT department.

6. This is a very bad line. __________________ (you/call) from your mobile?

7. I ____________________ (phone) to say that I’ll be home late this evening.


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Exercise 2

Fill in the gaps with the verbs by using the present simple or present continuous. See the example.

Interviewer: Do you usually organize (you /usually organize) the delivery of milk to the factory?

_________________________ (the farmers/bring) it here themselves?

Bill: No, _______________________ (we/always collect) the milk ourselves, and the tankers

________________ (deliver) it to the pasteurization plant twice a day.

Interviewer: What sort of quality control procedures ______________________ (you/have)?

Bill: As a rule we ________________ (test) samples of every consignment, and then the milk

__________________ (pass) down insulated pipes to the bottling plant, which __________________

(operate) 24 hours a day. I’ll show you round a bit later, but the production line ___________________

(not work) at the moment because the employees ___________________ (change) shifts.

Exercise 3

Write questions to go with the answers. Use either the present simple or present continuous. See

the example.

1. Where do you come from?

I come from a little town called Zug, near Zurich.

2. ________________________________________________________?

I’m writing to Markson’s to ask for an up-to-date catalogue.

3. _________________________________________________________?

I think he’s an accountant.

4. _________________________________________________________?

I usually cycle in, but sometimes I bring the car.

5. __________________________________________________________?

Our Sales Director goes abroad about three or four times a year.

6. __________________________________________________________?

No, not at all well. In fact, the factory is doing a three day week.

7. _________________________________________________________?

Yes, very well. We met in 1980.

8. _________________________________________________________?

No, not at the moment. But we’ll start taking on new staff again in May.


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2.2 Socializing

| Tópicos

2.1.1 Socializing


2.2.1 COMPREENDER O VOCABULÁRIO RELACIONADO COM O PROCESSO DE SOCIALIZAÇÃO

| Introductions, socializing and leave-taking

The following are the most common used introductions.

Introductions:

“Jean, this is Mary.”

“Monique, do you know Patrice?”

“Bert, have you met Marc?”

“Can I introduce you to Melanie Knopes our Finance Director?”

“I’d like you to meet…”

“Are you Ms. Valdez by any chance?”

“You must be Anne Hair.” Responding: “Nice to meet you.” “It’s a pleasure.” “Pleased to meet you / Pleased to meet you

too. Mentioning common interests: “I think you both know Ivonne” “I think you both like skiing.” “I think you are both interested in the new

project.” “I know you have both been to Brazil.” “I know you have both worked in R&D.” Leaving: “Well, I really must be going” “Anyway, I’ll see you soon” “Hope to see you soon” “It was nice meeting you” “It was good to see you again”


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| Welcoming visitors

The following ways are used to welcome visitors:

“Welcome to…” (INFORMAL LANGUAGE)

“It’s a (great) pleasure to welcome you to …” (FORMAL LANGUAGE)

“On behalf of … I’d like to welcome you to …” (FORMAL LANGUAGE)

Introducing yourself:

“My name’s … I’m … (job/position)” (INFORMAL LANGUAGE)

“Let me introduce myself. I’m …” (INFORMAL LANGUAGE)

“How do you do. My name’s …” (FORMAL LANGUAGE)

“We haven’t met. I’m …” (INFORMAL LANGUAGE)

Introducing someone else:

“I’d like to introduce you to … (FORMAL LANGUAGE)

“Have you met…? (INFORMAL LANGUAGE)

“…., this is …” (INFORMAL LANGUAGE)

Responding to introductions:

“How do you do. My name is …” (FORMAL LANGUAGE)

“Nice to meet you. Mine’s …” ((INFORMAL LANGUAGE)

Offering:

“Let me get you a coffee”

“Would you like a coffee?”

“Let me take your coat”

| At the office


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NOTE:

When welcoming visitors, the level of formality will depend mostly on the culture of the country

you live in, and also on the type of organization you work for. In the UK, it’s becoming more unusual to

adopt a more informal style of communication.

| Small talk topics

Weather:

“How do you find the weather here?”

“It’s lovely / sunny / warm”

“What was it like when you left?”

“It was dismal / cloudy / cold / damp / wet / stormy / windy”


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Travel:

“How was your trip?”

“It was fine / very smooth / easy” or

“It was a bit delayed / the traffic was terrible / it was a bit rough / I missed my connection / my plane

was late”

“Did you have any trouble finding us?”

“There were no problems, thank you.”

Accommodation:

“How’s your hotel?

“It’s very comfortable / convenient / luxurious” or

“The service is excellent” or

“It’s rather noisy / dirty”

“Is everything all right?”

“The service is rather slow / The room are a bit cramped”

Jobs:

Quite a lot of opening small talk centers around people’s jobs. Most of us classify people initially in

terms of their work.

“What do you do?”

“I’m a teacher / engineer / lawyer.” (profession)

“I work for the ABC Corporation.” (employer)

“I work for myself at the moment.” (self-employed)

“I look after the children. / I’m a housewife / husband.

“What line are you in?”

“I’m in computing.” (industry)

“I’m in marketing.” (function)

“How long have you been with them?”

“Do you like it / are they a good employer / is the job interesting?”

Family:

“Are you married?” “What does your wife / husband do?”

“Do you have any children?” “How old are they?”

Spare time:

“What do you do in the evenings / at weekends?”

“Where do you spend your holidays?”

“What do you do in your spare time?”

Origins:

“Where do you come from? / Where were you brought up?”

“Which part of … were you born in?”


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| At the restaurant

Mary: A table for two please. Rita do you smoke?

Rita: No I don’t.

Mary: Near the window in the non-smoking area, please.

Rita: What do you recommend?

Mary: The fish is very good. Do you like fish?

Rita: No, I’m not keen on seafood. What are you going to have?

Mary: I think I’ll have the chicken vindaloo. That’s a type of curry with chicken.

Rita: That sounds good. I’ll have the same.

Waiter: Are you ready to order?

Mary: Yes I think so. Do you live in London?

Rita: No I live in Brighton, on the South coast. I commute. What about you?

Mary: I commute too. It takes about 20 minutes by car. Do you like commuting?

Rita: It’s ok if the train isn’t late! I read and I listen to music. And you?

Mary: It’s fine if there isn’t much traffic. What do you do in your free time?

Rita: I play golf

Mary: Really? I play golf too. How about a game tomorrow afternoon?

Rita: Good idea!

After finishing their meal

Rita: That was delicious!

Mary: I’m glad you liked it. Would you like a coffee?

Rita: Yes please.

Later

Mary: Can we have the bill please? Oh, don’t worry, I’ll get this

Rita: Thank you very much


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Mary: My pleasure!

NOTE:

We often modify our negative remarks by using words like a little, a bit , or rather. When we insert

these words, our remarks are often softened. They become less direct and sound more natural.

| Requests (favours) and responses.

“I wondered if you could …” “Sure / certainly”

“Would you mind ….-ing…?” “Not at all / It’d be a pleasure.”

“Could you …?” “I suppose so.”

“I’ve got a favour to ask you. Could you…?”

“Well … that’s not easy / a bit of a problem.”

We often ask people to lend us something. Be careful how you use lend and borrow:

“Could you lend me 10p for the phone?”

“I wonder if I could borrow your copy the fax?”

When we respond positively to a request we say “no”:

“Would you mind postponing the meeting?”

“No, not at all. / No, that’s all right.”

When we respond negatively we tend not to say “yes, I do mind” but:

“Would you mind cancelling the meeting?”

Well, I’m not sure…”

NOTE:

The language we use for making a request will depend on the nature of the request, and who we are

asking. Normally, we would use more formal or polite language for difficult or more personal requests,

especially with someone we don’t know well. For smaller requests, or with people we know well, we are

usually less formal.


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2.2.2 EXERCÍCIOD DE CONSOLIDAÇÃO.

Exercise 1

Match the questions 1-4 to the answers a-d.

1. Do you live in Paris? a. Good idea!

2. Do you like commuting? b. No, I live in Reims, 2 hours from Paris.

3. What do you do in your free time? c. It’s ok. I do some work on the train.

4. How about a game of tennis tonight? d. I play squash.

Exercise 2

Match the small talk questions with the most appropriate response.

1. What was the weather like when you left?

2. How do you find the weather?

3. I suppose this weather must be a bit of a shock to you.

4. How was your trip?

5. Did you have any trouble finding us?

6. Did you get in on time?

7. How is the hotel?

8. Did you find somewhere to stay?

9. Have you got a room with a view?

10. How was the crossing?

a. Just a little bit late.

b. Fine. Everything went smoothly, thank you.

c. Pretty cold. It was only four degrees when I left home.

d. Not yet. Could you recommend somewhere?

e. No problems at all. The map you sent me was excellent.

f. A bit rough but not too bad.

g. It is a bit. It was below zero back in the states.

h. Lovely. Sunny skies. Nice and warm.

i. Unfortunately not. All I can see is the factory opposite.

j. Very comfortable, thank you.


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Exercise 3

Complete the conversation by filling in these polite expressions in the gaps.

Visitor: ________________ leave a brief message for Brian Martin in IT?

Receptionist: _________________ he’s away on business for the next two days.

Visitor: Oh dear. Well _________________ taking the message anyway?

Receptionist: __________________

Visitor: I’ll just write the note on my business card. ________________ lend me a pen please?

Receptionist: ________________. You can use this one.

Visitor: Thanks. OK, I’ve written the message. ______________ leave it with you?

Receptionist: _____________ do. I’ll make sure he’ll gets it.

Visitor: ________________ . I’m grateful for your help.

Receptionist: _________________. It’s a pleasure.

Exercise 4

Read the text in which Klaus Ervald arrives for a meeting with Lars Elstroem and Louise Scott of

Evco S.A., a Swedish advertising agency and answer the questions below.

Klaus: Hello, my name is Klaus Ervald. I’ve an appointment …

Louise: Oh hello Klaus, I’m Louise Scott. We’ve spoken on the phone a couple of times. Nice to

meet you.

Klaus: It’s nice to be here

Louise: Oh – let me take your coat.

Klaus: Thanks.

Louise: Oh, here’s Lars. Lars, this is Klaus, he’s just arrived.

Lars: Hello Klaus. Pleased to meet you… and welcome to Evco.

Klaus: Thanks.

Lars: Is this your first visit to Sweden?

Klaus: No, I’ve been to Stockholm two or three times but it’s my first visit to Malmo.

Louise: Klaus, let me get you a drink.

Klaus: Yes, I’d like a tea, if possible, thanks.

Louise: Sure. With milk or lemon?

Klaus: With lemon please – and sugar.

Louise: Right.

Lars: Did you have a good trip?

No, not at all / Please / Could I possibly / Don’t mention it / I’m afraid / Could you / Would you mind / That’s very good of you / Shall I / Yes, certainly


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Klaus: Absolutely no problems.

Lars: That’s good. You did fly didn’t you – to Gothenberg.

Klaus: Yes that’s right, then I drove here.

Lars: Oh that’s good. Malmo can be a little wet at this time of the year. .. You’ll have to come back in

the summer.

Klaus: Oh, I’d like that. I always like coming to Sweden – and ah! A problem! I need some fish. Can

you advise me? I always take back some fish, some salmon.

Lars: Oh yes, gravlax.

Klaus: And pickled herring too, in tomato sauce and the other one with onions and dill and pepper.

Can you suggest a good place to get some?

Louise: Gravlax? It’s always wonderful… The airport might be the best place. And the herring too.

Klaus: Ok, I’ll have to get to the airport early. If I am late, I might miss the plane. I can’t go home

without the fish.

Lars: No! Certainly not. Well we’ll get you some for lunch anyway!

Louise: Ok, here’s some tea.

Klaus: Oh, you are very kind.

Lars: So, apart from fish, can I explain the program – I think we sent you an outline for the day – if

you agree, we could start with a video which explains some of our services and then we could have a

look at a few reports on campaigns…

a) Is the meeting between Klaus and Evco formal or informal? Give reasons for you answer.

b) Do they know each other quite well?

c) Klaus has a problem. What is it?

d) Louise interrupts Klaus at the start. Is this acceptable?

e) Lars begins to talk about the program for the day. Is this appropriate at this stage?


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Exercise 5

Read the text about Peter Marwood’s arrival at SDA Ltd. In Sidney, Australia. He has to wait a few

minutes and asks Stephanie Field for some assistance. Identify 2 things he needs and 3 things he does

not need.

Peter: Yes, that’s all right. I’m a little early – I can wait a few minutes.

Stephanie: Well, can I get you a drink of something – a tea or a coffee perhaps?

Peter: No, I’m fine thanks – but there is one thing – I’d like to send a fax – It’s rather urgent.

Stephanie: Yes, of course. Shall I show you the machine or shall I take it?

Peter: Oh yes, that would be better – and here’s the number.

Stephanie: Fine. Would you like a newspaper to read – or the Economist?

Peter: No, it’s ok – I can prepare some work while I’m waiting.

Stephanie: Right, I’ll get this off for you.

Peter: Thanks. Oh – one other thing, I need to send some flowers to my ex-wife. Today is the fifth

anniversary of our divorce. She didn’t like all the travelling I did. I think some flowers from Australia

would be rather appropriate, don’t you?

Stephanie: Er, perhaps! Right, I’ll get you a number for Interflora or something like that. Maybe you

have a special message you’d like to send with the flowers?

Peter: Yes, I’ll think of one.

Stephanie: And this evening, will you need a cab to the hotel?

Peter: No, it’s only five minutes. I’ll walk.

Needs: Does not need:

___________________________ _______________________________

___________________________ _______________________________

_______________________________


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UNIDADE 3

3.1

Objectivos

Este terceiro capítulo tem por objectivo dar a conhecer o vocabulário relacionado com telefonemas.

Como efectuar e receber uma chamada. Faremos ainda uma revisão ao pretérito perfeito e pretérito

imperfeito.

| Tópicos

- PAST SIMPLE;

- PAST CONTINUOUS;

- TELEPHONING.

3.1 Past Simple and pat continuous

| Tópicos

3.1.1 Past Simple

3.1.2. Past Continuous


3.1.1 COMPREENDER O PRETÉRITO PERFEITO

| Form

The past simple (positive) is formed by using the past tense form. Regular verbs add –d or

–ed to the bare infinitive to form the past tense. For negative and questions use the auxiliary did and

the bare infinitive.

Affirmative Negative Interrogative

I worked I didn’t work Did I work? You worked You didn’t work Did you work ? He worked He didn’t work Did he work? She worked She didn’t work Did she work? It worked It didn’t work Did it work ? We worked We didn’t work Did we work ? You worked You didn’t work Did you work? They worked They didn’t work Did they work ?


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| Irregular verbs

Some verbs do not add –ed to the bare infinitive form to form the past simple, but change in other

ways. The next example is with the verb to go.

Affirmative Negative Interrogative

I went I didn’t go Did I go? You went You didn’t go Did you go ? He went He didn’t go Did he go? She went She didn’t go Did she go? It went It didn’t go Did it go ? We went We didn’t go Did we go ? You went You didn’t go Did you go? They went They didn’t go Did they go ?

| Completed actions

The past simple is used to talk about completed actions in the past:

“The oldest bank of England collapsed in 1995 when a trader lost $800 million on currency deals.”

| Time expressions with prepositions

The past simple is often used with past time expressions.

At 6 o’clock/1.15/the end of the year/Christmas

On Tuesday/15th of May/the 21st/New Year’s day

In January/1978/the 1980’s/summer

No prepositions are used in the following situations:

Yesterday/yesterday morning/last Monday/next April/a few days ago/the day before yesterday/when

I was young.


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3.1.2 COMPREENDER O PRETÉRITO IMPERFEITO

| Form

The past continuous is formed with the auxiliary verb to be in the simple past form was/were + the –

ing form of the main verb.


I was working

You were working

He

She

It

was working

We

They

were working

Question forms

| Points of time in the past

We use the past continuous to talk about an action or activity that was in progress at a particular

moment of time in the past:

“At 3.15 yesterday afternoon, Mr. Marks was travelling to Italy.”

| Interrupted past action

We can use the past continuous to talk about an action or an activity that was already in progress,

and which was interrupted by another action:

“He was checking the accounts when he spotted the error.”

I wasn’t

You weren’t

He

She

It

wasn’t

We

They

weren’t

working

Were I

Were you

Was

he

she

it

Were

we

they

working?


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We can rephrase this sentence using while + the past continuous:

“While he was checking the accounts he spotted the error.”

The activity may or may not continue after the interruption:

“James was writing a report when his boss asked him to make a phone call.”

(James made the phone call and probably afterwards continued writing the report)

“James was writing a report when the fire broke out.”

(James stopped writing the report and left the office)

| Sequence of tenses

With a time clause like “when the phone rang”, we can use either the past continuous or the past

simple.

The past continuous tells us what was happening up to the point when the phone rang:

“when the phone rang, I was talking to a client.”

The past simple tells us what happened afterwards:

“when the phone rang, I answered it.”

3.1.3 EXERCÍCIOS DE CONSOLIDAÇÃO

Exercise 1

Use past simple of the verbs in the box to fill in the gaps.

1. Oh, I’m sorry to disturb you, I ____________________ you had a visitor.

2. ______________ you _____________economics when you were at university?

3. She ____________________ the job because the salary was too low.

4. Last week a number of customers ____________________ about the slow service.

5. _______________ you _______________ the Acropolis when you were in Greece?

6. I’m writing with reference to the order I ________________ with you last week.

7. At last year’s launch party, who _____________ you ________ to do the catering?

accept complain hire place realize study visit


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Exercise 2

Make questions and complete each answer by using IN/ON/AT. See the example.

1. When/Estée Lauder/born? When was Estée Lauder born?

She was born in 1908

2. When/she/marry/Joseph Lauder? _________________________________________

She married him _______ January 15, 1930.

3. When/they/have/first child? _____________________________________________

They had their first child _______ March 1933.

4. When/she/set up/company? ____________________________________________

She set up the company ________ the end of World War II.

5. When/she/get/first big break? ___________________________________________

She got her first big break _______ 1948.

6. When/Leonard/take over/CEO? _________________________________________

He took over as CEO ______ 1982.

Exercise 3

Complete the text by using the past simple or the past continuous. See the example.

ACCIDENTAL DISCOVERIES AND INVENTIONS

Although companies spend billions of dollars on research and development, new products

sometimes come about just by chance.

SAFETY GLASS – the idea of safety glass came to a French scientist, Edouard Benedictus, in

1903. He was working (work) in his laboratory one night when he suddenly _____________ (knock)

over a glass jar containing celluloid. The glass broke, but did not shatter because it stuck to the

celluloid, and this led to the idea of safety glass – two sheets of glass with a central sheet of celluloid.

TEFLON – Roy Plunkett ________________ (make) the first batch of Teflon while he

_______________ (work) for Du Pont. He ___________________ (carry) out research into coolant

gases when he ____________ (leave) one batch in a container overnight. He came back the next

day to find that the gas had turned into Teflon, the slipperiest substance in the world.

PFIZER’S LUCKY BREAK – Scientists at Pfizer’s laboratory in England _____________ (test) a

new heart drug called Viagra when they _____________ (realize) that, although it was of little use in

treating heart problems, it had some unexpected side-effects. The result was a hugely successful

new product that has probably done more to save the rhinoceros than anything else in history.


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Exercise 4

Read each set of information. Decide in which order they happened. Then write two new

sentences based on the information. See example.

1. His car broke down. He went the rest of the way by taxi. He was driving to Bonn for a

conference.

a) When his car broke down, he was driving to Bonn for a conference.

b) When his car broke down, he went the rest of the way by taxi.

2. We left the building. We were having a meeting. The fire alarm went off.

a) When ______________________________________________________________

b) When ______________________________________________________________

3. They took our company over. We were losing a lot of money. They made a lot of people

redundant.

a) When ______________________________________________________________

b) When ______________________________________________________________

4. My secretary went to meet him. I was having lunch in the canteen. Mr. Hope arrived.

a) When ________________________________________________________________

b) _____________________________________________________________________

5. Sir James arrived at the airport. He came straight to the office. The chauffeur was waiting.

a) When _______________________________________________________________

b) When _______________________________________________________________

3.2 Telephoning

| Tópicos

3.2.1. Telephoning Review

3.2.2. Starting and ending a phone call

3.2.3. Spelling, numbers and checking information

3.2.4. Leaving a message

3.2.5. Consolidation exercises

3.2.1. COMPREENDER O VOCABULÁRIO RELACIONADO COM TELEFONEMAS

| Making calls

You make a phone call or give someone a call/ring.

You phone/call/ring someone (not phone/call/ring to someone).

You can also say ring/phone someone up.


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“Can I make a call to my secretary please?”

You say that you are on the phone when you’re talking to someone.

When you say “call back to “ means that you will call again later.

You dial a number when you press the buttons on a phone in order.

You need a code to call a different city/country.

In an office, the number of a particular phone or office is an extension.

You ask to be put through to the person you want to speak to if you first speak to the receptionist.

You hold the line while waiting to be connected.

“Could you put me through to finance please?

Yes, please hold the line.”

| Problems

You say that you’ve got the wrong number if you dial a number that is incorrect

If you don’t succeed in making a call, you say you can’t get through (because the line is

engaged/busy) This means that someone is already talking on the phone.

You also say can’t get through if there is a problem with the telephone line.

If you want someone to speak more loudly, you ask them to speak up.

If the signal is bad/weak, you can’t hear the other person clearly.

If you didn’t understand what the other person said, you can say I didn’t catch that.

“The signal on my mobile phone is weak. I didn’t catch that. Can you repeat it please?”

| Saying who you are

When you want to say who you are over the phone, use it’s and your name. You can use this is

(name) from (name of the organization) when you make a call and introduce yourself.

“Hello, this is Mark Bold from Fineline here.” NOT “Hello, I’m Mark Bold…”

You say is that and a person’s name to ask who you are speaking to. You say yes speaking to

confirm who you are.

“Hello is that Mrs. Ellas?” “Yes, speaking.”

| Messages

You take a message when you take information from a caller and give it to someone else. You

leave a message when the person you want to speak to isn’t there. You can leave a message on an

answer phone or on someone’s voicemail. You can also pass on a message or pass a message on

to someone.

“I left several messages on your voicemail. Could you pass on a message to mark in Finance?”


44

3.2.2. INICIAR E TERMINAR UM TELEFONEMA

| Starting informal calls

| Starting formal calls

Hello Is Karen there? / Is that Karen?

Speaking.

Hi Karen, It’s John here

Hello, John. How are you?

Hello. Could/Can I speak to Ms. Megan, please?

Who’s calling please?

My name’s Vic Stone. I’m calling from Inphone in London.

One moment please. I’ll put you through.

Thank you.

Laura Megan.

Good morning Ms Megan. My name’s….


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| Ending calls

3.2.3.SOLETRAR NUMEROS E CONFIRMAR INFORMAÇÃO

| Telephone alphabet

When someone spells (=says how to write) a word on the phone, it can be difficult to hear the

difference between these letters:

B and P B and V D and T

F and S I and Y M and N

| Spelling

A) I’ll phone/call again next week.

B) See you on Thursday at the meeting in Rome.

C) Good/Nice to talk to you

D) Thanks/Thank you for calling/phoning

E) Bye Goodbye

Who’s calling please? My name is Nora Laker.

Can you spell that please? Yes, It’s Nora: N for November, O for

Oscar, R for Romeo, A for Alpha. I’m calling from Maggs Lind, in London

Is that M-A-G-S?

No, M-A-double G-S, new word, Lind – L-I-N-D.


46

NOTE:

Make sure that you know the English names for these letters:

A and R E and J O and U I and Y

C and S G and J K and Q V and W

Email addresses are spelled the following way: [email protected] Mark dot Frank at hfr dot co dot uk

| Numbers

You can say telephone numbers in groups of numbers. Your voice goes up for each group, except

for the last group, when your voice goes down.

00 44 20 9422 5483 Double oh double four two oh nine four double two five four eight three

| Showing understanding

Show when you understand what is said to you.

I’m phoning from ASB in Amsterdam

Right.

Could you ask Mark to send me a fax with the numbers Ok, I’ll do

that

It’s very important I understand


47

| Checking & confirming information

________

___

Confirming

3.2.4. DEIXAR UMA MENSAGEM

| Useful expressions

A: A person receiving a call: “I’m sorry he’s on another call.” “I’m afraid she’s not here at the moment.” “Can I take a message?” (= you want to write down a message from the caller) “Who’s calling please?” “Which company are you calling from?”

My name is Andrews Sorry, I didn’t get that. Could you speak more slowly please?

I’m sorry. My – name – is - Andrews Is that one s or two?

One. A-N-D-R-E-W-S. The company is Gools Can you spell that please?

Sorry, I can’t hear you. Could you speak up, please

Yes, of course. The number is 425 478 66 88

So that is 425 478 66 88.

That’s it / That’s right.


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B: A person making a call: “Can / Could I leave a message?” (=you want to give a message) “Can / Could you ask her to call me back tomorrow?” “Can / Could you ask him to phone me as soon as possible?” | Leaving a message

Here follows a conversation between two people. One is receiving a message and the other one is

leaving a message.

A: Mark Johnson’s Office

B: Hello. Can I speak to Mr. Johnson please?

A: I’m sorry, he’s in a meeting. Can I take a message?

B: Yes, please. My name is Marion Omar.

A: Can I have your number?

B: Yes, It’s 22 458 78 36.

A: 22 458 ….

B: 78 36.

A: 78 36. So that’s 22 458 78 36.

B: That’s right. Could you ask him to call me back? It’s very urgent.

A: I’ll give him a message.

B: Thank you very much. Goodbye.

A: Goodbye.

3.2.5. EXERCÌCIOS DE CONSOLIDAÇÃO

Exercise 1

Listen to the extract from the recording and complete the missing information on the message pads below:

Telephone message For:_______________ time of call: ______________ Caller: ___________________ Company: ________________ Phone number_______________________ Message: ___________________________


49

Exercise 2

Listen and complete the script below by writing down all the phrases used by Dominique Peron to block the caller. TGC: Bonjour, ici La TCG

Walter Barry: Good morning, Walter Barry, here, calling from London. Could I speak to Monsieur Le

Grand, please?

TGC: Who’s calling please?

Walter: I’m sorry, Walter Barry, from London.

TGC: Er, _______ __________ _________ _________, please?

Walter: Well, I understand that your company has a chemical processing plant. My own company,

LCP, Liquid Control, Products, is a leader in safety from leaks in the field of chemical processing. I

would like to speak to M. Le Grand to discuss ways in which we could help TGC protect itself from

such problems and save money at the same time.

TGC: Yes, I see. Well M. Le Grand __________ __________ __________ _________

____________.

Walter: Can you tell him when I could reach him?

TGC: He’s __________ ___________ __________ __________ _________ _________ __________

, then _________ __________ __________ in New York. So it’s difficult to give you a time.

Walter: Could you ask him to ring me?

TGC: _________ __________ ____________ ___________ _________ __________, he’s _______

__________ ___________ ___________.

Walter: Could I speak to someone else, perhaps?

TGC: Who in particular?

Walter: A colleague for example?

TGC: You are speaking to his Personal Assistant. I can deal with calls for M. Le Grand.

Walter: Yes, well…er…yes…could I ring him tomorrow?

TGC: No _______ __________ __________ ___________ ___________ ________ __________.

Listen, let me suggest something. You send us details of your products and services, together with

references from other companies and then we’ll contact you.

Walter: Yes, that’s very kind. I have your address.

TGC: Very good, Mr er er …

Walter: Barry, Walter Barry from LCP in London.

TGC: Right Mr. Barry. We look forward to hearing from you.

Walter: Thank you. Goodbye.

TGC: Bye.


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Exercise 3

Use the pairs of words in the box to complete the sentences

1. If I’m ___________, I just let the phone ____________.

2. If I don’t want to be ___________, I tell my secretary to ___________ all my calls.

3. If _____________, I try to ____________ the phone before the fourth ring.

4. If I’m _______________, a call from the boss, I _____________ the phone immediately.

5. If I’m in the middle of something ____________, I _____________ the answer phone.

6. If I’m having a ______________ crisis, I ____________ the damn thing!

Exercise 4

Match the questions to the answers. 1. who’s calling please? a) no, C-O-double L-I-N-S 2. Can you spell that please? b) John Collins and Associates. 3. Which company are you phoning from? c) T-A-N-Y-A- new word H-U-L-L 4. Is that C-O-L-I-N-S? d) Tanya Hull

Exercise 5

What do you say in the following situations? 1: You understand what the caller is saying. (3 expressions) 2: The other person is speaking too fast. 3: You can’t hear the other person. 4: You’re not sure how to write a name. 5: You want someone to say the word again. 6: You confirm some information.

Exercise 6

Write the conversation below. Sophie Louis Give your number Say you can’t hear Repeat it Confirm the number

Disturbed+hold expecting+pick up real+unplug Possible+answer busy+ring important+swith on


51

EX 1:TELEPHONING

1.

(ring ring)

Media: Hello, Media Publishing, good morning.

Gerda Hoeness: Oh hello. My name’s Gerda Graff from Frankfurt. I ‘d like to

speak to Mr Brown please.

Media: Oh I’m sorry – Mr Pavlov is not here at the moment.

Can I er… could I have your name again, please?

Gerda Hoeness: Yes, Gerda Hoeness, that’s G…E…R…D…A – Gerda and

Hoeness, spelt G…R…A…F…F.

Media: Yes, Ms Graff, from Frankfurt?

Gerda Hoeness: That’s right. Could you ask him to call me when he’s got a moment?

Media: Yes I’ll ask him to do that. Does he have your number?

Gerda Hoeness: Yes, I think so, but in any case it’s 49-69-75-45-22.

Media: I’ll repeat that - 49-69-75-45-22.

Gerda Hoeness: Correct.

Media: Okay, thanks for calling. Mr Brown will call you later today.

Gerda Hoeness: Oh that’s very good. Many thanks.

EX2:

TGC: Bonjour, ici La TCG

Walter Barry: Good morning, Walter Barry, here, calling from London. Could I speak to Monsieur Le

Grand, please?

TGC: Who’s calling please?

Walter: I’m sorry, Walter Barry, from London.

TGC: Er, what is it about, please?

Walter: Well, I understand that your company has a chemical processing plant. My own company,

LCP, Liquid Control, Products, is a leader in safety from leaks in the field of chemical processing. I

would like to speak to M. Le Grand to discuss ways in which we could help TGC protect itself from

such problems and save money at the same time.

TGC: Yes, I see. Well M. Le Grand is not available just now.

Walter: Can you tell him when I could reach him?

TGC: He’s very busy for the next few days , then he’ll be away in New York. So it’s difficult to give you

a time.

Walter: Could you ask him to ring me?

TGC: I don’t think I could do that, he’s very busy just now.

Walter: Could I speak to someone else, perhaps?

TGC: Who in particular?

Walter: A colleague for example?


52

TGC: You are speaking to his Personal Assistant. I can deal with calls for M. Le Grand.

Walter: Yes, well…er…yes…could I ring him tomorrow?

TGC: No I’m sorry he won’t be free tomorrow. Listen, let me suggest something. You send us details

of your products and services, together with references from other companies and then we’ll contact

you.

Walter: Yes, that’s very kind. I have your address.

TGC: Very good, Mr er er …

Walter: Barry, Walter Barry from LCP in London.

TGC: Right Mr. Barry. We look forward to hearing from you.

Walter: Thank you. Goodbye.

TGC: Bye.


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UNIDADE 4 5.1.

Objectivos

Este capítulo tem por objectivo dar a conhecer os sectores da produção e dos serviços, assim como

a voz passiva.

| Tópicos

- MANUFACTURING AND SERVICES

- PASSIVE VOICE

- WHERE IS IT MADE / WHERE IS IT SOLD

4.1. Manufacturing and services

| Tópicos

4.1.1. Industry and Manufacturing

4.1.2. Countries and their industries

4.1.3. Exercises

4.1.1. COMPREENDER OS DOIS SECTORES: PRODUÇÃO E SERVIÇOS

| Industry

Industry (uncountable) is the production of materials and goods. The related adjective is industrial.

An industry (countable) is a particular type of business activity, not necessarily production.

| Manufacturing

Here are some of the manufacturing industries that make up the manufacturing sector:


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aerospace planes and space vehicles cars (BrE) cars

automobiles (AmE) computer hardware computers, printers, etc.

construction buildings defence (BrE) arms, weapons defense (AmE)

food processing canned, frozen foods, etc.

household goods washing machines, refrigerators, etc.

pharmaceuticals medicines steel a stronger, more useful

metal than iron textiles cloth and clothes

| Services

Here are some of the services or service industries that make up the service sector:

catering restaurants, bars, etc.

computer software programs for computers

financial services banking, insurance, etc.

healthcare medical care

leisure sport, theme parks, etc.

media books, newspapers, film, television

property (BrE) buying, selling and real estate (AmE) managing buildings

retail shops

telecommunications phone, Internet services

tourism travel and holidays

Note: You use all these words in front of 'industry' to talk about particular industries, but you usually

drop the 's' from 'cars', 'automobiles', 'pharmaceuticals' and 'textiles': 'the automobile industry’:


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4.1.2. COMPREENDER A EVOLUÇÃO DAS INDUSTRIAS

| Countries and their industries

Here is how industry has developed in South Korea:

1950s and 60s

� In 1950, South Korea was a poor country, with most people living and working on the land. The

government decided to industrialize, and the new emerging industries were textiles, and

heavy industries like steel and shipbuilding.

1970s

� Then South Korea turned more and more to light industries like electronics, making electrical

goods such as televisions cheaply. It also started producing cars.

1980s and 90s

� South Korea moved into specialized electronics in the 80s. This was the one of the growth

industries of the 1990s: making specialized parts for computers and telecommunications

equipment.

4.1.3. EXERCÍCIOS DE CONSOLIDAÇAO

|Exercise 1

Companies in particular industries need to avoid particular problems. March each problem to

one of the industries we referred to previously.

1 Buying a new building and being unable to find people to rent it. ____________________

2 Causing public anger by building mobile phone masts in beautiful countryside.

______________________

3 Making vehicles whose tyres burst at high speed. ________________________

4 Holidaymakers arriving to find that their hotel is not finished. _______________________


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5 Lending to someone who cannot repay the loan. _________________________

6 Selling weapons to governments that people do not approve of. __________________________

7 Buying players who do not score goals. __________________________

8 Making drugs that poor countries cannot afford. ________________________

9 Rejecting a book that is then brought out by another publisher and sells 30 million copies.

_________________________

10 Removing the wrong leg in an operation. ____________________________

|Exercise 2

Complete the crossword.

Across

1 Plane and rocket industry. (9 letters)

3 Metal industry. (5)

4 Any industry that doesn’t sell goods. (7)

6 Making things. (13)

8 Television, music, the Internet. (5)

9 Related to industry or industries. (10)

11 Describing a new industry. (8)

12 Describing an industry that is getting

bigger. (6)

13 Making drugs. (15)

Down

1 Making cars in the USA: the

_________________ industry. (10 letters)

2 Making weapons (BrE). (7)

5 Serving food and drink, rather than making

them. (8)

7 Keeping people well: __________ care. (6)

10 Making televisions rather than steel:

______________ industry. (5)


57

4.2. PASSIVE VOICE

| Tópicos

4.2.1. Present Passive

4.2.2. Past Passive

4.2.3. Exercises

8.2.1. COMPREENDER A VOZ PASSIVA (PRESENTE)

| Form

� You make the present passive with 'is' or 'are' + the past participle (= third form) of the verbs � Some verbs are irregular.

They sell the products in supermarkets.

in supermarkets.

Move to start Use is for singular of sentence. or are for plural, and

add the past participle of the verb.


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Affirmative sentences

Negative sentences

The product is not sold in supermarkets. It

The products are not They

sold in supermarkets.

Question forms

Is the product

it sold in supermarkets? Are the products

they

Where is the product

When it sold? Why are the products How they

Examples:

The product is manufactured in China.

The vegetables are flown to Europe.

The goods are stored in warehouses before they are sold.

Where are your favorite clothes made? Where do you buy them? How are they

transported there?

The product is sold in supermarkets. It

The products are sold in supermarkets. They


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4.2.2. COMPREENDER A VOZ PASSIVA (PASSADO)

| Form

� You make the past passive with 'was' or 'were' + the past participle (= third form) of

the verb.

� Some verbs are irregular.

Affirmative sentences

Negative sentences

The product was not sold in supermarkets. It The products were not They

sold in supermarkets.

Question forms

Was the product

it sold in supermarkets? Were the products

they

Where was the product

When it sold? Why were the products How they

The product was sold in supermarkets. It

The products were sold in supermarkets. They


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Examples:

It was developed at an IBM centre in Florida.

The disks were produced in Singapore.

Where was the screen made?

When were the first PCs produced?

Where was it all put together?

4.2.3. EXERCÍCIOS DE CONSOLIDAÇÃOE XERC IOS DE CONSOLIDAÇAO E EXERCÍCIOS DE CONSOLIDAÇAO XERCÍCIOS DE CONSOLIDAÇAO DE CONSOLIDAÇAO ERCÍCIOS DE CONSOLIDAÇAO

|Exercise 1

Write passive sentences in Simple Present.

1. the documents / print ____________________________________________

2. the shoes / buy _________________________________________________

3. the car / produce ________________________________________________

4. the litter / throw away _________________________________________________

5. the food / eat / not _______________________________________________

6. the machine / use / not ____________________________________________

|Exercise 2

Put the verb in parentheses () into the passive voice. Use PAST SIMPLE passive only.

1. This recipe __________________ (introduce) to Europe by the famous explorer Marco Polo.

2. This frozen dessert ________________ (think) to have been developed by the Chinese but recent

research shows that it was first made in India.

3. The ice cream vendor talked with the waffle-maker and an agreement __________ (make).

4. This frozen dessert ________________ (call) FROGURT.

5. Then, the ice cream ________________ (place) inside the cone.

6. The waffles _______________ (use) as serving dishes for the ice cream.

7. The people at the World's Fair ______________ (delight) by this delicious combination.


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4.3. WHERE IS IT MADE? / WHERE IS IT SOLD?

| Topics

4.3.1. Manufactured products and food products

4.3.2. Shops and stores and direct sales

4.3.3. Exercises

4.3.1. COMPREENDER O VOCABULÁRO RELACIONADO COM OS PRODUTOS PRODUZIDOS

| Manufactured products Look at this Samson 3000 DVD player. Where's it made? (= Where is it made?)

It is It's made factory They are manufactured in a plant in China. They're

It's shipped to the United States It's stored in a warehouse.


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It's distributed to a retailer:

usually an electrical goods shop.

| Food products

These vegetables are grown in East Africa. They are loaded on planes the same They are picked by hand. day and they are flown to Europe.

They are unloaded and stored in warehouses, but only for a short time

They are sold in supermarkets two days after they are picked. They are bought by customers in

Europe and North America.


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4.3.2. COMPREENDER O VOCABULÁRIO REATIVO ÀS LOJAS E À VENDA DIRECTA

| Shops and stores

You can buy food, clothes and sometimes other products in a supermarket. You can use a trolley and

you pay at a checkout or till.

A convenience store is a small shop that is open from very early to very late. In the UK, a corner

shop is a convenience store near your home, on the comer of two streets.

A chain store is one of a number of shops with the same name. These shops are all part of a chain

(= group of stores owned by one company).

A department store is a large shop usually in a city centre. It sells many types of goods in

departments or sections - for example clothes and furniture - on several floors.

A mall or shopping mall is a large building outside a town with many shops and a big car park.

BrE: shop;

AmE: store;

BrE: shopping trolley;

AmE: shopping cart.

| Direct sales

Some manufacturers use direct sales - selling to the customer without using a shop.

You can buy things by mail order. You choose from a catalogue and order by post or on the

phone.

With internet shopping you buy things over the internet using the seller's website. Buying and

selling like this is also called e-commerce.


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|Exercise 1

Complete the table.

Base form (infinitive) Third form (past

participle)

buy

distribute fly

grow

load

make

manufacture

sell

ship

store

unload

|Exercise 2

Complete the sentences.

1 In a supermarket, you pay................ the checkout.

2 More and more books are sold.................the internet.

3 When you buy clothes ................ mail order, you choose ............... a catalogue.

4 You can order .................post or ................the phone.

LEMBRETE


65

UNIDADE 5 5.1.

Objectivos

Este capítulo tem por objectivo dar a conhecer o vocabulário relativo às características dos produtos,

instruções de funcionamento e ainda problemas pós-venda

| Tópicos

- PRODUCT DETAILS;

- PRODUCT INSTRUCTIONS;

- PROBLEMS WITH PRODUCTS.

5.1. PRODUCT DETAILS

| Tópicos

5.1.1. Word combinations with product, dimensions, and features.

5.1.2. Exercises


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5.1.1. COMPREENDER O VOCABULÁRIO RELATIVO ÀS DIMENSÕES E CARACTERISTICAS DO PRODUTO

| Word combinations with product

catalogue (BrE)

catalog (AmE)

mix a company’s products, as a group

portfolio

PRODUCT

line

range a company’s products of a particular type

Iifecycle the stages in the life of a product, and the number of

people who buy it at each stage

positioning how a company would like a product to be seen in

relation to its other products, or to competing products

placement when a company pays for its products to be seen in

films and TV programmes

| Dimensions

A journalist is talking to the marketing manager of Samson, a mobile phone company.

The product is coming out (= Samson is selling it for the first time) next month.

Journalist: What is the Samson 500? What does it do?

Marketing manager: It’s a mobile phone and it’s also a small computer.

Journalist: What are its dimensions?

Marketing manager: It’s 10 centimetres by 10 centimetres, and 1 centimetre thick.

Journalist: That’s an interesting shape!

Marketing manager: Yes, it’s not rectangular. It’s square.

Journalist: How big is the screen?

Marketing manager: The screen is 5 centimetres wide by 7 centimetres long.

Journalist: How much does it weigh?

Marketing manager: It’s not heavy — it’s very light. It weighs only 120 grams.


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BrE: millimetre, centimetre, metre;

AmE: millimeter, centimeter, meter

| Features

The journalist asks about the features (= important points) of the Samson 500.

Journalist: How fast is the computer in the Samson 500?

Marketing manager: It’s very fast. It works at very high speeds.

Journalist: What does it do?

Marketing manager: It stores names and addresses, you can write notes on it and it has a

clock with an alarm.

Journalist: Is it easy to use?

Marketing manager: Yes, very easy. You don’t need to read the book that comes with it!


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|Exercise 1

Match the sentence beginnings (1—7) with the correct endings (a—g).

1. Banks are adding new types of accounts

2. Apple is going to simplify its product Iine

3. Consumers have mixed feelings about supermarkets

4. When BMW bought Rover,

5. The new law will ban product placement

6. Following the launch of the Series 5 laptop, consumers were slow to understand

7. With this type of equipment in the US,

a. product life cycles are so short that product launches are very frequent.

b. its product positioning in relation to Psion’s existing hardware products.

c. it changed its product range towards more expensive cars.

d. of cigarettes in movies.

e. extending their product portfolio into financial services.

f. and deliver fewer but more competitive models.

g. to their product mix.

1____ 2_____3_____4_____5______6______7______


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|Exercise 2

Complete the tables with vocabulary related to dimensions and features.

Adjective Noun

long length

width

thickness

square

rectangle

Verb Noun

weight

|Exercise 3

Complete the sentences with words from the previous exercise. Look at the picture.

1. The screen is 105 centimetres_____________.

The _____________ of the screen is 105 centimetres.

2. Its ________________is 4 centimetres. It’s 4 centimetres _____________

3. It’s not square. It’s _________________.

4. It ______________ 20 kilograms.


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|Exercise 4 Complete the sentences.


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5.2. PRODUCT INSTRUCTIONS

| Tópicos

5.2.1. Instructions

5.2.2. Exercises

5.2.1. COMPREENDER AS INSTRUÇÕES DE FUNCIONAMENTO DOS PRODUTOS

| FolIow the instructions

1. Key in your PIN number.

2. Put your ticket into the slot.

3. Push the door to open.


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4. Turn the key to start.

5. Plug the cable into a socket.

6. Insert your card.

7. Select a language.


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| Press the button

To play a CD: 1. To switch on, press the ‘On’ button.

2. Take the CD out of the box.

3. Put the CD into the tray.

4. Press the ‘Close’ button.

5. Then press the ‘Play’ button.

6. To stop the disc, press the ‘Stop’ button.


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|Exercise 1

Now write the instructions for each of the products and machines.

Example:

a. ticket barrier Put your ticket into the slot.

b. lemon squeezer

c. cash machine

d. car

e. office door

|Exercise 2

Put the instructions for recording a DVD into the correct order.

To record a DVD:


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1____ 2_____3_____4_____5______6______7______

5.3. PROBLEMS WITH PRODUCTS

| Tópicos

5.3.1. Faults and garantees

5.3.2. Exercises

5.3.1. COMPREENDER OS PROBLEMAS E DEFEITOS DOS PRODUTOS

| Faults

Antonia is having problems with her DVD player. She phones the call centre (= office giving help on

the telephone) of the chain store where she bought it.

Sharon: Service department. How can I help?

Antonia: I have a problem with my DVD player. It broke down (= stopped working) last week.

Sharon: What make and model number is it?

Antonia: It’s a Samson DVD 7000.

Sharon: What exactly is the fault (= technical problem)?

Antonia: When I press the button, the tray doesn’t open.

Sharon: How old is the DVD player?

Antonia: I bought it last year.

Sharon: OK, you can send it back by post for repair (the company will make it work again).

Samson guarantee (= promise to repair or replace) their products for two years.

Antonia: That’s difficult. I don’t have the box.

Sharon: Don’t worry. You can take it back to the shop. Where did you buy it?...


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| Guarantees

The company repair the DVD player and return it to Antonia, but it breaks down again.

She phones the call centre again.

Sharon: Service department. How can I help?

Antonia: My DVD player broke down last month. You repaired it, but it broke down again yesterday.

Sharon: What’s the fault now?

Antonia: I can play DVDs, but I can’t record.

Sharon: Is it still under guarantee (= in the time period of the guarantee)?

Sharon: Yes, I only bought it six months ago.

Antonia: OK. Because it’s broken down again, we’ll give you a replacement — a brand new

(a completely new) machine.

Antonia: That’s great!


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|Exercise 1

Match the two parts of the sentences.

1. This product is brand a. with your new kitchen equipment, just give us a call.

2. This TV is still under b. down two days after I bought it!

3. If you have a problem c. new. I bought it yesterday.

4. My CD player broke d. back to the shop.

5. When my new phone stopped e. guarantee. It’s less than two years old.

working, I sent it

|Exercise 2

Complete the sentences with words and phrases from the box.

breaks down call centre guarantee under guarantee

take it back repair replacement fault

1. We________________ our products for two years.

2. If the product doesn’t work, ___________ ________ ____________ to the shop where you bought

it.

3. If the shop can’t help you, phone our ___________ ______________

4. If there is still a _____________, send the product back to us. We will _______________ it.

5. If the product_____________ ____________ again while it is still _________ _________, send it

back to us and we will send you a ________________ .


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79

UNIDADE 6

Objectivos

Este capítulo tem por objectivo dar a conhecer o Present Perfect e a estrutura de uma empresa.

| Tópicos

- PRESENT PERFECT;

- WORK AND NUMBERS

- COMPANY STRUCTURE;

- CONSOLIDATION EXERCISES

6.1 Present Perfect

| Tópicos

6.1.1 Present Perfect

6.1.2. Exercises

6.1.1 O PRESENT PERFECT

| Form

The present Perfect tense is formed by using the present tens of the auxiliary have and the past

participle. For negatives and questions we also use the present tense of the auxiliary have and the past

participle.

Ex: I have taken I have not taken Have I taken

You have taken You haven’t taken Have you taken

He/she/it has taken He hasn’t taken Has he taken

We have taken We haven’t taken Have we taken

They have taken They haven’t taken Have they taken


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| Present result of the past

The present perfect often links a present situation with something that happened at an unspecified

time in the past. Therefore we do not use specific time expressions such as yesterday, last week, in

1998, two days ago, etc.

“I have given your report to the MD.”

(past action: I gave her your report yesterday. Present result: she has the report now)

| Specific and non-specific time

If we say when something happened, we use the past simple, not the present perfect:

Wrong: “I have spoken to her yesterday”

Right: “I spoke to her yesterday”

Similarly, with expressions such as on Monday, in 1984, at 2.20, etc. or questions beginning with

when…? And How long ago…?, we use the past simple and not the present perfect.

| Just

The present perfect is often used with the word just to talk about very recent news or actions that

have taken place very recently. Again, the exact time is not mentioned:

“I’m sorry, Mr. Banks is not here. He has just left.”

| Ever and never + present perfect or past simple

The present perfect is often used with the words ever and never to talk about general life

experience:

“Have you ever worked abroad?”

“I have never been to South Africa.”

The present perfect with ever is often followed by the past simple. We use the past simple to give

more information about a completed action, when referring to a specific time or context:

“Have you ever been to Hong Kong?”

“Yes, I have. I worked there when I was with Liam & Honlong.

| Already and yet

Already is used in positive sentences. It often indicates that something has taken place slightly

earlier than expected.

“She has already shown the figures to the boss.”

Yet is used in questions and negatives. It shows that we expect that an action will take place if it has

not happened up to now.

“Have you talked to Peter yet?”

“I haven’t talked to him yet.”

| Finished and unfinished periods of time

The present perfect is often used with words or phrases indicating a period of time that have not

finished yet. Examples: today, this morning, this month, this year, so far, to date, over the last few days,

up to now, recently etc.


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| For or since?

We use for to talk about the duration of periods of time and since to talk about when a period started.

Since 8.00 12.00

For 3 hours (now)

FUTURE

For: ten minutes / four days / three months / two years / a long time / ages / etc.

Since: 11.20 / Monday / the 18th / last week / June / 1989 / I left school / etc.

“I’ve been with this company for 2 years.”

“I have been in Marketing ince the beginning of 2005.”

6.1.2.EXERCÍCIOS DE CONSOLIDAÇÃO

Exercise 1

Complete the following sentences by putting the verbs into the present perfect.

1. I’m going to send them a reminder. They ________________ (not pay) us for their last order.

2. Some of these shares ______________ (fall) by over 80% and they are not stable.

3. ________________ (you/write) to them about our order, or do you want me to phone them?

4. We _______________ (spend) a lot of money on buying new machines, and now everything is

working very well.

5. Unemployment is very high here because the factories ______________ (shut) down.

6. The lawyers _____________ (draw) up the contracts, so that we can continue with the deal.

7. I_______________ (not/speak) with our doctor about the appointment, but I’ll soon.

8. ________________ (you/find) somebody to replace our colleague, or are you still looking?

9. Marry ________________ (just/get) back from lunch. Why don’t you call her now?

10. Peter, _______________(you/meet) Jane Fareway? She’s our new director.


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Exercise 2

Read the following dialogues and fill in the gaps by using the Present Perfect or Past Simple.

1. A: _____Have you ever been____ (you/ever/been) to Kyoto?

B: Yes, I have. I ____went______ (go) there last year.

A: How long ______________ (you/stay)?

….B: I ______________ (be) only there for a couple of days for a meeting

2. A: ____________________ (you/ever/be) to Europe?

B: Yes, I have. We _______________ (have) a skiing holiday in the Alps last year.

A: Which resort ______________ (you/go) to?

B: We _______________ (go) to Wengen.

3. A: ________________ (you/ever/be) to one of Durão Barroso’s seminars?

B: Yes, I have. I ____________ (go) to one a few month ago.

A: What _____________ (it/be) like?

B: I ____________ (think) it _______________ (be) very interesting.

4. A: _________________ (you/ever/visit) Frankfurt?

B: No, I ______________ (never/visit) Germany, but I ____________ (be) France.

A: Really. When ______________ (you/do) that?

B: I _______________ (go) there two months ago.

Exercise 3

Some of these sentences are correct and some are not. Put a √ next to the ones that are right,

and correct the ones that are wrong. See the example.

1. I am here since last week. __I have been here …_________

2. I’ve had the same company car for two years.

______________________________________

3. I know Mia since we were at INSEAD together.

______________________________________

4. How long are you with Microsoft.

______________________________________

5. We have had an office in Sidney for several years.

______________________________________

6. She has an account with SGFD bank since 1998.

______________________________________

7. PCT is in financial difficulties for several months.

______________________________________

8. How long has the office been vacant.

______________________________________


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Exercise 4

Fill in the blanks with for or since. See the example.

1. They have operated as joint directors since the company started.

2. Orders have risen _______ the start of the new TV ad campaign in June.

3. Our sales executives have used the same hotel ________ over 20 years.

4. I can’t get hold of James. He has been in a meeting _______ 8.00.

5. When I joined the company, I worked in the NY branch ________ six months.

6. Car prices have fallen __________ the introduction of the new EU directive.

7. We have done all our business in Euros _________ 2002.

8. It isn’t a new Mercedes. He has had it ________ several years.

6.2 Company structure

| Tópicos

6.2.1 Work and numbers

6.2.2. Managers, executives and directors

6.2.3. Consolidation Exercises

6.2.1 EMPREGO E NUMEROS

| How many employees are there?

Interviewer: How many employees are there at KPN?

Mary Knope: Approximately 5,000 – I think the exact figure is 5,234.

Interviewer: And how many shops are there?

Mary Knope: There are 54 shops in Holland and 14 in Europe.

Interviewer: Is there one in Brussels.

Mary Knope: Yes, there is.

Interviewer: Are there many offices?

Mary Knope: There’s one head office and there are 5 other offices.

Interviewer: And how many hours a week do your employees work?

Mary Knope: The full-time employees work 36 hours a week on average, including

overtime.


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| Sites

Interviewer: Where’s KPN’s head office?

Mary Knope: KPN’s head office is in Amsterdam. About 95 people work there, mostly top

Managers.

Interviewer: How many other sites are there?

Mary Knope: Well, we have the other offices, the store branches (=different stores) and five

other sites which are our warehouses. We keep the products there before they

go to the stores.

Interviewer: So how many sites are there approximately.

Mary Knope: There are 9 offices, 78 branches and 8 warehouses, so there are approximately

90 sites altogether.

6.2.2. GESTORES, EXECUTIVOS E DIRECTORES

| Managers and employees

This is part of the organization chart for Airjet, a company that makes planes. The managers are

in charge of different activities. For example, the research and development director is in charge of

developing products.

NOTE:

Manager = formal

Boss = informal

Chief executive

Finance director

Research and Development director

Production manager Sales director

employees


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| Managing departments

James Lunt is responsible for sales at Airjet. There are 25 people who work under James – 24

salespeople and his personal assistant, Mark. Mark helps James with his work. For example, Mark is

responsible for James’ meetings.

| Managers and executives: UK

*

**

*Senior executives / top executives / executive directors

** Middle managers

Sales Director James Lunt

Personal Assistant Mark

24 salespeople

Chairman/chairwoman Chief executive / managing director Non-executive directors

Chief financial officer/ Finance director

Human resources director

marketing director

IT director

Research director

Accounts department manager

Sales manager

Customer services manager

Line managers


86

All the directors together are the board. They meet in the boardroom.

Non-executive directors are not managers of the company; they are outsiders, often directors of

other companies who have particular knowledge of the industry or particular areas.

The marketing director is the head of marketing, the IT director is the head of IT, etc. These people

head or head up their apartments. Informally, the head of an activity, a department or an organization is

its boss.

An executive or, informally, an exec, is usually a manager at quite a high level (for example, a senior

executive). But “executive” can be used in other contexts to suggest luxury, as in “executive coach” and

“executive home”, even for things that are not actually used by executives.

| Managers and executives: US

Senior executives / top executives /

Executive directors

In the US, the top position may be that of a chairman, chairwoman or president. This job is often

combined with the position of chief executive officer or CEO. Some companies have a chief

operating officer to take care of the day-to-day running of the company. The finance director may be

called the chief financial officer.

In the US, senior managers in charge of particular areas are often called vice presidents (VP’s)

President Chief Executive Officer (CEO) Chief Operating Officer (COO)

Chief Financial Officer (CFO) Vice President (VP) marketing Vice President (VP) human resources Vice President (VP) research

Non-executive directors


87

| Managers – people at the top

• Senior: the senior people in an organization or profession have the highest and most

important jobs

• Executive: 1. an executive is someone who is employed by business at a senior level.

Executives decide what the business should do, and ensure that it is done. 2. The executive

sections and tasks with the making of decisions and with ensuring that decisions are carried

out.

• Non-executive: Someone who has non-executive position in a company or organization

gives advice but is not responsible for making decisions or ensuring that decisions are

carried out.

• Director: The directors of a company are its most senior managers, who meet regularly to

make important decisions about how it will be run.

• Board of directors: A company’s board of directors is the group of people elected by its

shareholders to manage the company. The board of a company or organization is the group

of people who control and direct it.

• Company secretary: He or she is a person whose job within a company is to keep legal

affairs, accounts and administration in order.

• Chairman (woman/person): the chairman of a committee, meeting, organization is the

person in charge of it.

• Managing director: he or she is the most important working director, and is in charge of the

way the company is managed.

• CEO: The CEO of a company is the person who has overall responsibility for the

management of that company.


Exercise 1

Use the terms in the box to complete the paragraph

People at the head of an organization are ____________________ or senior managers. The

_________________ is the person who has overall responsibility for the day-to-day running of an

organization. In case of a limited company the CEO is normally the ______________________,

appointed by the __________________ on the authority of its members. The same person is usually

the __________________ of meetings of the ___________________, i.e. the people who are legally

responsible for a company. The person responsible for keeping the minutes of board meetings is the

______________________.

Board of directors/board/senior executives/chief executive officer/managing director/secretary/chairman


88

Exercise 2

Match each of the roles 1-4 to the correct definition a-d. 1. director 2. Executive director 3. Non-executive director 4. Board of directors a) A company director with a seat on the board who is also a salaried employee of the company, and actively involved of the running of the company. b) A director with a seat on the board who is not a working employee of the company, sometimes brought onto the board for his or her specialist knowledge. He or she takes no part in the running of the company. c) The management committee of a limited company, the members of which are appointed by shareholders whose interests they represent. They meet under the company chairman to decide on major policy matters and the appointment of key managers. d) A person who is appointed an elected officer of the company at the annual general meeting and manages the company on behalf of the shareholders. He or she acts by resolutions made at meetings of the board.

Exercise 3

Who’s who on this company board? “My name is Montebello and I’m president and CEO. We have some excellent people on our board, including 2 who are not involved in the day-to-day running of the company: Gomi and Jones.” “my name’s Smith and it’s my job to look after the accounts and balance the books. I work closely with Chang and Roberts, as they tell me what their departments need for marketing and research, and I allocate them an annual budget.” “My name’s Dawes and I head up personnel, on the same level in the company as Chang and Roberts.”

Montebello

Non-executive director

___________________

___________________

__________________

___________________

Dawes


89

LEMBRETE

UNIDADE 7 5.1.

Objectivos

Este capítulo tem por objectivo dar a conhecer o vocabulário relacionado com a correspondência,

nomeadamente faxes, e-mails e cartas.

| Tópicos

- BUSINESS CORRESPONDENCE: EMAIL, FAXES AND LETTERS;

- THE MESSAGE: EMAIL, FAXES AND LETTERS;

- EMAILS.

7.1. Business correspondence: Email, faxes and letters

| Tópicos

7.1.1. Ways of communicating

7.1.2. Beginnings and endings

7.1.3. Exercises

7.1.1. COMPREENDER O VOCABULÁRIO RELACIONADO COM FORMAS DE COMUNICAR.

| Ways of communicating

send

something a document (= paper(s) with written information, e.g. a letter)

to

someone Carlos Bestco

by

fax post email courier (= a company like Fedex or DHL)

email post fax

something

to

someone

Carlos Bestco


90

write send

receive / get read

reply to

a letter

a message a fax

an email

Ex.

“I received the fax yesterday.” “Please reply to this message as soon as possible.” “I get over 50 emails every day.”

7.1.2. COMPREENDER AS FORMAS DE INICIAR E CONCLUIR

| Beginnings and endings

Formal and informal

If you know someone well, you use an informal style. If you don't know the person or the

communication is very serious or official, you use a formal style. You need to think about formality when

you begin and end your writing.

Beginnings

More formal Less formal

Dear Sir Dear Mr Randall Dear Jack

Dear Madam Dear Ms Dunn / Dear Mrs Dunn Dear Gina

Endings

Ex.

“I'll send it to you by fax.”

“I’ll fax it to you.”


91

More formal Less formal

Best regards Regards Best wishes All the best Best

Yours sincerely

Yours faithfully Yours

Note:

You use Yours faithfully only in BrE, when you don’t know the person’s name.

BrE: Yours sincerely AmE: Sincerely


|Exercise 1

Choose the correct word to complete each sentence.

1 I've ___________ (written/got) five faxes this morning, but I haven't sent them yet.

2 I ______________ (replied/received) her letter yesterday.

3 There's no need to ________________ (read/reply) to this email.

4 I_____________ (got/posted) this email from Rita.

5 I've ____________ (written/read) your message, but I haven't ______________ (replied/sent) to it

yet.

6 I'll________________ (fax/reply) the information to her.

|Exercise 2

Kay Lumsden receives the messages below (1-5). Are they formal (F) or informal (I)?

1 Her colleague, Tom, asks Kay if she's free for lunch. __________

2 A journalist (Tony Kent) writes to ask her for an interview. ___________

3 Her friend, Serena, asks Kay if she's free for a game of tennis. ______________

4 A supplier that she doesn't know (Roger Olafsson) writes to ask Kay for a meeting. ____________

5 Janet Freeman, who doesn't know Kay's name, writes to ask for a job. _____________


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|Exercise 3

Write the beginning and ending of each message (1-5) in exercise 2 above.

1 (beginning) Dear Kay

(ending) Best Wishes

Tom

2 (beginning) ____________________

(ending) ____________________

_____________________

3 (beginning) ___________________

(ending) ____________________

_____________________

4 (beginning) ___________________

(ending) ____________________

_____________________

5 (beginning) ___________________

(ending) ____________________

_____________________


93

7.2. THE MESSAGE: EMAIL, FAXES AND LETTERS

| Tópicos

7.2.1. Starting the message, future action, enclosures and attachments

7.2.2. Exercises

7.2.1. COMPREENDER O VOCABULÁRIO PARA ESCREVER UMA MENSAGEM

| Starting the message

Thanking someone

your email. a very useful meeting yesterday.

Thank you (very much) (Many) thanks

for coming to Prague yesterday. sending the information I asked for.

Giving a reason for writing

I'm writing This (emai1/faxlletter) is

to

let you know our new contact details. tell you that I'm coming to Boston next month. confirm (= make sure you know) the details of my trip.


94

| Future action

Would it be possible to postpone the meeting?

Could you send us the information as soon as possible?

Could you call me next week?

I look forward

to

hearing from you (= receiving your reply). seeing you in Budapest. meeting your colleagues next week.

I’ll speak to you next week.

I'll call you as soon as possible.

Please let me know if you need anything else.

| Enclosures and attachments

Something that you send with a letter is an enclosure.

Something that you send with an email or a fax is an attachment.

You can write:

Please find enclosed I'm enclosing

Please find attached I'm attaching

a

brochure (= pictures and

information about a company or

product).

map (= a drawing to show where places are). photo. report (= a document describing a particular subject).


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|Exercise 1

Complete the message.

Dear Ms Howard

(1) ......….. .......... … …........... agreeing to see me next week. (2) .....................

………………. .........………. confirm details of my trip: I'm flying from London on

Thursday afternoon, 26 July, and staying at the Hilton in the centre of Cape Town.

(3) ...................... ……………. send me a map showing where your company is?

4 ) ………… attaching some information about my company, World Wine Imports.

Please (5) ……………. …………… ……………. if you need any more information about

the company before the meeting.

I (6) ………… ……………to hearing from you.

Yours sincerely

Rita Sandoro

|Exercise 2

Match the situations (1-6) to the sentences (a-f).

1 You send a photo with an email. a I'm enclosing some brochures.

2 You send information about your b Please find attached a map.

products with a letter. c I'm attaching a report

3 You send a drawing to show your d I'm attaching a picture of our product.

e Please find enclosed a report

4 You send a document about a f I’m enclosing a map.

particular subject with a fax.

5 You send a drawing to show your

company's location with a letter.

6 You send information about a particular

subject with a letter.


96

7.3. EMAILS

| Tópicos

7.3.1. Emails

7.3.2. Exercises

7.3.1. COMPREENDER A LINGUAGEM DOS EMAILS

| Email language

forward

delete

copy

an email

= send an email that you have

received to someone else

= remove an email from your

computer

= send a copy of an email to other

people at the same time

Could you forward Rita's email to me?

Don't delete the email - it's important


97

| Informal emails Sometimes emails are written quickly and are very informal. Here are some of the things you see in

informal emails:

Informal

Formal

Hi Rita *Pleased to hear that you're coming to Cape Town next Tuesday.º I'll come and pick you up at the airport. Here's the brochure we talked about. See you “v. soon! Best Stephan

Dear Ms Sandoro I am pleased to hear that you are coming to Cape Town on 25 July. I will come and pick you up at the airport. Please find attached the brochure you requested. I look forward to meeting you. Yours sincerely Stephan Howard

“abbreviations v. = very

ºcontractions I'll = I will

*missing words Pleased to hear = I am pleased to hear

| Beginnings and endings

If you know someone very well, you can start and end the email with very informal language.

Sometimes you start the message with Hi or HelIo, or the person's name.

Hi Rita Stephanie

Here are the documents you requested. Thanks for the documents!

Best

Stephanie Rita

I’m sending the information to John by email –

I’ll copy it to you.


98


|Exercise 1

Complete the email with words from the box.

Attachment forward deleted To email address Subject Cc (= copy) From

_______________: [email protected] _________________: [email protected]

_______________: [email protected]

_________________: Request for information

_________________: Sales report.doc

Dear Tom

I’m attaching the report you requested. Could you it to Sarah? I don’t know her ____________

_______________ I think I _______________ it by mistake! I’m copying this

email to David too.

Best wishes

Mark


99

|Exercise 2

Change the sentences from formal to informal.

1 I enjoyed meeting you last week. (missing word)

Enjoyed meeting you last week

2 I am so glad you had a nice trip back to London. (contraction) __________________________________________________ 3 I have posted the brochure to you. (contraction)

_____________________________________________________

4 They are very interested in working with you. (abbreviation)

____________________________________________________

LEMBRETE


100


101

UNIDADE 8 5.1.

Objectivos

Este capítulo tem por objectivo dar a conhecer as diferenças culturais em contextos de negócio.

| Tópicos

- BUSINESS ACROSS CULTURES 1;

- BUSINESS ACROSS CULTURES 2;

- BUSINESS ACROSS CULTURES 3.

8.1. Business across cultures 1

| Tópicos

8.1.1. Cultures and culture

8.1.2. Distance and familiarity

8.1.3. Exercises

8.1.1. COMPREENDER O CONCEITO DE CULTURA

| Cultures and culture

Alexandra Adler is an expert in doing business across cultures. She is taking to a group of

British businesspeople.

Culture is the “way we do things here”. “Here” may be a country, an area, a social class or an

organization such as a company or school. You often talk about:

• company or corporate culture: the way a particular company works, and the things it believes

are important.

• canteen culture: the ways that people in an organization such as the police think and talk, not

approved by the leaders of the organization.

• long-hours culture: where people are expected to work for a long time each day.

• macho culture: ideas typically associated with men: physical strength, aggressiveness, etc.


102

But you must be careful of stereotypes, fixed ideas that may not be true.

8.1.2. COMPREENDER AS DIFERENÇAS DE APROXIMAÇÃO E DISTÂNCIA CONSOANTE AS CULTURAS

| Distance and familiarity

Distance between managers and the people who work under them varies in different cultures. Look at

these two companies.

In Country A, managers are usually easy to talk to — accessible and approachable — and there is a tradition of employees being involved in decision-making as part of a team of equals.

In Country B, managers are usually more distant and

remote. Employees may feel quite distant from their

managers and have a lot of deference for them:

accepting decisions but not participating in them.

“ Call me Stefan.”

“ Call me Mr Johnson.”

This company is not very hierarchical, with

only three management layers.

Companies in Country B tend to be more hierarchical

than those in Country A, with more management

layers.

Deference and distance may be shown in language. Some languages have many forms of address

that you use to indicate how familiar you are with someone. English only has one form, ‘you’, but

distance may he shown in other ways, for example, in whether first names or surnames are used.


103


|Exercise 1

Which word combination with culture’ describes each of the following:

1 The men really dominate in this company; they don’t make life easy for women at all. AlI they talk

about is football. _______________________

2 Among the management here we try to be fair to people from different minorities, but there are still

elements of racism among the workforce. ___________________

3 Of course, the quality of the work you do after you’ve been at it for ten hours is not

good._______________________

4 There was a time when managers could only wear white shirts in this company — things are a bit

less formal now. ________________________

5 Here the male managers talk about the market as if it was some kind of battlefield.

___________________________

6 They say that if you go home at 5.30, you can’t be doing your job properly, but I’m going anyway.

______________________


104

|Exercise 2

Read this information about two very different companies and answer the questions. The

Associated Box Company (ABC) and the Superior Box Corporation (SBC) both make

cardboard boxes.

At ABC there are three levels of management between the CEO and the people who actually make

the boxes. At SBC, there is only one level.

Managers at ABC are very distant. They rarely leave their offices, they have their own executive

restaurant and the employees hardly ever see them. Employees are never consulted in decision-

making. At SBC, managers share the same canteen with employees. Managers have long meetings

with employees before taking important decisions.

Managers and the CEO of SBC have an open-door policy where employees can come to see them

about any complaint they might have. At ABC, employees must sort out problems with the manager

immediately above them.

At ABC, employees call their managers ‘sir’. At SBC, everyone uses first names.

1 Which company:

a is more hierarchical?

b is more informal in the way people talk to each other?

2 In which company are managers:

a more approachable?

b more remote?

3 In which company are employees:

a more deferential?

b on more equal terms with their bosses?


105


| Tópicos

8.2.1. Names and Business Cards

8.2.2. Dress

8.2.3. Exercises

8.2.1. COMPREENDER O VOCABULÁRIO RELATIVO AOS NOMES E AOS CARTÕES DE VISITA

| Names

First name Family name or surname

Initial

My real

name’s

Thomas, hut

please call

me Tom.

I’m from the US. The ‘R’ stands for Robert — that’s my middle name. My dad is also called Douglas R. Baxendale, so he puts Sr (senior) after his name, and I put Jr (junior). This is unusual in the UK.

They stand for John Gregory, if you really want to know.

Tom Brewster

Marketing

Douglas R. Baxendale

Jr


106

In the English-speaking business world, people use first names, even with people they do not know

very well. But if you aren’t sure, use Mr and the family name for men, and Mrs or Miss and the family

name for women, depending on whether they are married or not. Ms often replaces Mrs and Miss. You

don’t use Mr, Mrs, Miss or Ms with only a first name (e.g. Mr John) or by itself.

Job title

Qualifications

8.2.2. COMPREENDER ALGUMAS NORMAS DE VESTUÁRIO

|DRESS

In Alphaland, businesspeople dress quite formally. The business suit is common, but for

men, wearing non-matching jacket and trousers is also a possibility.

In Betatania, the dark business suit is obligatory for men. Some companies allow women to

wear trouser suits.

In Gammaria, the business suit is almost as necessary as in Betatania, but with more

variation in colours. Some companies require employees to wear formal clothes from

Monday to Thursday, and allow less formal ones on what they call casual Fridays or dress-

down Fridays. In some places, many banks and shops require people dealing with

customers to wear uniforms so that they all dress the same.

Megabook Publishing

34 Dean Street, Soho, London W1R 4EF

JAMES CASSIDY

Sales Director

Tel: 020 7452 8960

Fax: 020 7452 8965

E-mail [email protected]

Abrahams, Campbell, Esposito

Corporate Accountants_________ 7590W Charlestone BLvd Las Vegas, NV 89147 (702) 220-9793 KAREN A. ESPOSITO, B.S., C.P.A. Senior Partner e-mail: [email protected]


107

In Deltatonia, people dress more casually at work than in the other countries. For men, suits

and ties are less common than elsewhere. This is smart casual.

8.2.3. EXERCÍCIOS DE CONSOLIDAÇÃOE XERC IOS DE CONSOLIDAÇAO E EXERCÍCIOS DE CONSOLIDAÇAO XERCÍCIOS DE CONSOLIDAÇAO DE CONSOLIDAÇAO ERCÍCIOS DE CONSOLIDAÇAO

|Exercise 1

Decide whether these pieces of advice about the English-speaking business world are true or

false.

1 It’s possible to introduce yourself by saying your family name then your first name.

2 It’s possible to use Mr, Mrs or Miss on its own, or with a first name.

3 British people use Sr and Jr to refer to a father and his son.

4 Americans often show their middle name with an initial.

5 You can always use someone’s first name to talk to them, even if you don’t know them very well.

6 Ms is being used more and more as a title for women.

7 You can show your qualifications after your name on your business card.


| Tópicos

8.3.1. Entertainment, hospitality and time

8.3.2. Cross-cultural communication

8.3.3. Exercises


108

8.3.1. COMPREENDER AS DIFERENÇAS RELATIVAS AO ENTRETENIMENTO E À HOSPITALIDADE

| Entertainment and hospitality

Alexandra Adler continues her seminar on cross-cultural issues. Entertaining and hospitality vary a

lot in different cultures.

• ln Alphaland, entertaining is important. There are long business lunches in restaurants, where

deals are discussed. Professional and private life are separate, and clients are never invited home.

• In Betatania, evenings are spent drinking and singing in bars with colleagues and clients.

• In Gammaria, lunch can be important, but less so than in Alphaland. Important contacts may be

invited to dinner at home. Corporate hospitality is a big industry, with clients invited to big sports

events.

• In Deltatonia, restaurants are rare outside the capital. Some entertainment takes place when

important clients are invited to people’s houses for dinner or go sailing or to country houses for the

weekend, etc.

| Time

Attitudes towards time can vary enormously.

In Busyville, people start work at eight, and officially finish at six, though many managers stay much

longer. There is a culture of presenteeism: being at work when you don’t need to be.

There is a two-hour lunch break, and a lot of business is done over restaurant lunches. (Lunch is the

main meal. The working breakfast is rare.) There are no snacks between meals, just coffee, so eat

properly at meal times.

As for punctuality, you can arrive up to 15 minutes ‘late’ for meetings. If invited to someone’s house

(unusual in business), arrive 15—30 minutes after the time given.

Don’t phone people at home about work, and don’t phone them at all after 9 pm.

There are a lot of public holidays (about 15) during the year. Busyville is empty in August, as many

companies close completely for four weeks. Employees have five weeks’ holiday a year and they

usually take four of them in August.

BrE: holiday

AmE: vacation


109

8.3.2. COMPREENDER ALGUMAS DIFERENÇAS CULTURAIS

| Cross-cultural communication

Here are some other areas of potential cultural misunderstanding:

a distance when talking to people: what is comfortable?

b eye contact: how much of the time do people look directly at each other?

e gesture: do people make lots of facial gestures? How much do they move their arms and hands?

d greetings/goodbyes: do people shake hands every time? Are there fixed phrases to say?

e humour: is this a good way of relaxing people? Or is it out of place in some contexts?

f physical contact: how much do people touch each other?

g presents: when should you give them? When should you open them? What should you say when

you receive one?

h rules of conversation and the role of silence: how long can people be silent before they feel

uncomfortable? Is if acceptable to interrupt when others are speaking?


|Exercise 1

ln which country might you hear these things? Give a look at 8.3.1.

1 How about a trip out tomorrow afternoon? We could see some horse racing and have a glass of

champagne.

2 Do come out with us this evening! I know some great bars. How’s your singing?

3 What are you doing this weekend? You could come to our summer cottage. You’ll meet my family

and we can take the boat out.

4 Let’s get out of the office to discuss the deal. I know a nice restaurant near here, with some very

good local dishes.


110

|Exercise 2

Tick (√ ) the things this visitor to Busyville does right, and put a cross (x) by her mistakes.

I phoned my contact in her office at 7.30 pm. (1...) I suggested a working breakfast the next morning.

(2...) She wasn’t keen, so I suggested lunch. (3...) We arranged to meet at her office at 12.30. I arrived

at 12.45 (4...) and we went to a restaurant, where we had a very good discussion. That evening I

wanted to check something, so I found her name in the phone book and phoned her at home. (5...) She

was less friendly than at lunchtime. I said I would be back in Busyville in mid August (6...). Not a good

time, she said, so I suggested September. (7…)

LEMBRETE


111

UNIDADE 9

Objectivos

Este capitulo tem por objective dar a conhecer o vocabulário relacionado com apresentações,

analisando gráficos e tabelas.

| Tópicos

- GETTING STARTED

- THE MIDDLE OF THE PRESENTATION

- USING CHARTS

- THE END OF A PRESENTATION AND HANDLING QUESTIONS

9.1 Presentations

| Tópicos

9.1.1 Getting started, preparation

9.1.2. Exercises

9.1.1 INICIAR UMA APRESENTAÇÂO

| Preparation

When you are preparing a presentation you:

Should start to prepare early.

Think about your audience.

Expectations

Technical knowledge

Size

Questions and /or discussion


112

Speaker’s competence

Knowledge

Presentation technique

Content

What to include

Length / depth (technical detail)

Number of key ideas

Structure

Sequence: beginning, middle and end

Repetition, summarising

Delivery

Style: formal / informal; enthusiasm / confidence

Voice: variety / speed; pauses

Body language: eye contact; gesture / movement; posture

Visual aids

Type / design / clarity; relevance.

Write notes.

Prepare slides.

Prepare handouts.

Check the room, make sure the room is ready, size, sound quality and look whether there is:

a flipchart a microphone a projector a whiteboard

Language

Simple / clear; spelling; sentence length; structure signals

| Introduction

When you start your presentation you begin with introducing yourself and your subject.

Greeting

Good morning / afternoon ladies an gentlemen.

Ladies and gentlemen…

jhgtf

ggfht

r


113

Subject

I plan to say a few words about…

I’m going to talk about…

The subject of my talk is …

The theme of my presentation is …

I’d like to give you an overview of …

Structure

I’ve divided my talk into (three/two..) parts.

My talk will be in (three/two..) parts.

I’m going to divide …

First…

Second…

Third…

In the first part…

Then in the second part…

Finally…

Timing

My talk will take about ten minutes.

The presentation will take about two hours … but there will be a twenty minute break in the middle.

We’ll stop for lunch at 12 o’clock.

Policy on questions / discussion

Please interrupt if you have any questions.

After my talk there will be time for a discussion and any questions.

Here follows an example of a beginning of a presentation

“Ok. Thanks. I’m here to talk about the Design Proposals for the Production plant and Taipei.

My talk will be in three parts followed by a min. discussion.

I’m going to start with the background to each proposal – something about our negotiations with the

Taiwanese government – then in the second part I’ll go over the main characteristics of each proposal,

Proposal One and Proposal Two. Then, in the third part I’ll highlight some key considerations we have

to bear in mind.

Finally, I’ll end with an invitation to ask questions or make any comments you like.

We’ll discuss matters arising from the talk…

OK? So to begin with, a few words on the history…”


114

9.1.2. EXERCÍCIOS DE CONSOLIDAÇÂO

Exercise 1

Put the sentences of Mary’s introduction into the correct order. a) And finally, I’ll say something about how we can work with your company.

b) First, I’ll look at the technical side.

c) I work for Siemens in the marketing department.

d) If you have any questions, I’ll be happy to answer them at the end of my presentation.

e) My name is Mary Flinders.

f) Then, I’ll move on to the sales possibilities.

g) Today I’m going to talk about a new product that we have developed.

Exercise 2

In any presentation the beginning is crucial. Certainly some things are essential in an

introduction and others are useful. Here is a list of what could be included in an introduction.

Mark them according to how necessary they are using the following scale:

Essential Useful Not necessary

1 2 3 4 5

Subject / title of talk _________

Introduction to oneself, job title etc. _________

Reference to questions and /or discussions _________

Reference to the programme for the day _________

Reference to how long you are going to speak for _________

Reference to the visual aids you plan to use _________

The scope of your talk: what is and not included _________

An outline of the structure of your talk _________

A summery of the conclusions _________


115

Exercise 3

Read the beginning of a presentation on the marketing plans for a new telecommunications

system produced by Telco.

“Thank you for coming today. As you know, I want to talk about the marketing plans. Brand identity is

a key issue and what it means is how we are seen by our customers and how our products are

recognised and what our consumers think of us as a company. And I should also say, what they think of

our products and the name… what Telco means for them. And advertising is part of it of course, though

not something I’m going to talk about now except to say that as for brand image, it’s important in that

area too, advertising that is.

a) Is it a good introduction?

b) Why / Why not?

c) Label the structure of the talk.

Introduction


116

Exercise 4

Suggest a possible phrase for each of the prompts below.

a) Greet your audience.

b) Introduce yourself.

c) Give the title of your talk.

d) Describe the structure of your talk.

e) Explain that the audience can interrupt if they want.

f) Say something about the length of the talk.

g) Say a colleague will be showing a video later.

9.2 The middle of a presentation

| Tópicos

9.2.1. Structure; The main body

9.2.2. Image, impact and making impression

9.2.3. Exercises

9.2.1. ESTRUTURA

The main body of the presentation contains the details of the subject or themes described in the

introduction. All the above techniques are especially useful in making the main body easily understood. They

help the audience to follow the information and to remember it.

They also help the speaker to keep to the planned structure and to know exactly what stage has been

reached at all times during the presentation. Clear structure doesn’t just help the audience! In many

presentations the main body can be usefully divided into different parts.

The main parts, each with a main heading, are referred to in the introduction. Clearly there are many ways

to divide the main body of a presentation and often different parts will themselves be divided into smaller

sections of information:

Introduction Main body of information

First part Second part Third part

- a -a -a

-b -b -b

-c -c

-d


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| Signalling different parts in a presentation

Presentations are usually divided into sections:

Ending the introduction

So, that concludes the introduction.

That’s all for the introduction.

Beginning the main body

Now let’s move to the first part of my talk, which is about …

So, first … To begin with…

Listing

There are three things to consider. First…

Second…

Third…

There are two kinds of … The first is… The second is…

We can see four advantages and two disadvantages. First, advantages

One is… another is … a third advantage is…

On the other hand, the two disadvantages

First… Second…

Linking: Ending parts within the main body

That completes / concludes…

That’s all (I want to say for now) on…

Linking: Beginning a new part

Let’s move to (the next part which is)…

So now we come to …

Now I want to describe …

Sequencing

There are (seven) different stages to the process.

First/then/next/after that/then/after…there’s…/last…

There are two steps involved,

The first step is … The second step is …

There are (four) stages to the project,

At the beginning, later, then, finally…

I’ll describe the development of the idea.

First the background, then the present situation, and then the prospects for the future.


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| Organisation of presentation

• Logical progression of ideas and/or parts of presentation.

• Clear development.

• Sequential description of process.

• Chronological order the events, ex: background present future.

| Topic

Main parts sections subsections

A i a.

b.

ii

B i a.

b.

ii

iii a.

b.

c.

C i a.

b.

Internal structure of the main body of a complex presentation.

| Signalling the structure

• Use listing techniques

• Link different parts

• Use sequencing language

This makes the organisation of the talk clear and helps the audience to follow and helps you to

follow the development of your talk

Here follows an example of a middle part of a presentation:

…

And so climatic changes in the northern hemisphere may have been the result of volcanic activity.

The 1991 eruption may have contributed to ozone damage causing the unusually high world

temperatures in 1992.

Also industrial contamination puts important quantities of noxious gases like CO2, SO2, CO and

NO2 into the atmosphere through burning fossil fuels. These gases contribute to the so-called

“greenhouse” effect and global warming. Another main area of industrial pollutions of the atmosphere is

the release of ozone damaging chemicals like chlorofluorocarbons. These are used in refrigeration,

some manufacturing processes and fire extinguishers. Another source of damage to the environment is

car and plane engines because they release the so-called “greenhouse” gases such as CO2…..


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9.2.2. IMAGEM, IMPACTO E CAUSAR UMA IMPRESSÂO

| Visuals

Visuals must be well prepared, well chosen and clear.

Try and use media which suit the room and audience size. Media which can be used are:

• Overhead projector (OHP); transparencies / slides

• Slide projector; slides / diapositives

• Video / computer graphics / flip chart / whiteboard

OHP Flip chart diapositives transparencies

Slide projector computer graphics whiteboard

| Use of visual aids

Combination of OHP and flip chart with pens are often good.

First visual should give the title of talk.

Second should show structure of talk – main headings.

Keep the text to the minimum – never just read the text from visuals.

Do not use too many visuals – the guide is one per minute.

Use pauses – give audience time to comprehend the picture

Never show a visual until you want to talk about it.

Remove the visual once you have finished talking about it.

Switch off the equipment when you are not using it.

| Use of colour

For slides, white writing on blue/green gives a great contrast. Use different colours if colour improves

clarity of message (pie charts).

Use appropriate colour combinations: Yellow and pink are weak colours on white backgrounds.


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| Content of visual aids

Pie chart bar graph

diagram

Line graph plan Table

| slides and handouts

To talk about a slide or a handout.

“As you can see this slide of last year’s sales…”

“Let’s look at the handout about our products…”

“This segment shows that…”

“The red segment shows the number of …”

“The segment shaded blue shows the percentage of …”

When we use graphs and charts we say:

Rise stay the same fall

Go up go down

Increase decrease

| you in relation to your audience

Decide appropriate level of formality, dress accordingly.

Keep eye contact at least 80% of the time.

Use all the available space.

Move around, unless you are restricted by a podium.

Use gesture.

- --- ---- ----------------------------------

- --- -- ------- -------

-- --- ---------- -------------

- - ---- ------ --------


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Exercise 1

Lettle’s marketing manager is making a presentation. Look at his plan and write what she

says at the start of each section. Look at the example:

1. First, I’d like to talk about the technical side.________________________________

2. ____________________________________________________________________

3. ____________________________________________________________________

4. ____________________________________________________________________

5. ____________________________________________________________________

Exercise 2

Match the following pictures with the correct phrase

Climbed slightly Increased steadily Dropped markedly

Declined a little rose dramatically

a) b) c) d) e)

Plan

1. Technical side

2. Sales plan (show slide)

3. Lettle’s branches

4. Endings

5. Questions


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Exercise 3

Complete and label the pie chart showing the information below.

Cars sold in Albania in 2004

Model Number sold Percentage of total

Delta 4.5 million 45%

Echo 2.5 million 25%

Alpha 2 million 20%

Others 1 million 10%

Total 10 million cars 100%

9.3.Ending a presentation & questions

| Tópicos

9.3.1. The end of a presentation

9.3.2. Handling questions

9.3.3. Exercises

9.3.1. FIM DE UMA APRESENTAÇÂO

| Ending the main body of the presentation

“Right that ends ( the third part of) my talk.”

“That’s all I want to say for now on…”

| Beginning the summery and / or conclusion

“I’d like to end by emphasising the main point(s).”

“I’d like to finish with…

-a summery of the main points.

-some observations based on what I’ve said.

-some conclusions / recommendations.

-a brief conclusion”


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| Concluding

“There are two conclusions / recommendations.”

“What we need is…”

“I think we have to …”

“ I think we have seen that we should…”

Here follows an example of a final part of a presentation:

…So that brings me to almost the end of my talk. I’d like to end with a short restatement of the

main point. The key issue, the key understanding is that it is … that in valuing a company’s assets,

perhaps the key thing these days is the value of the brand names. Most acquisitions are in effect

attempts to take over brand names. Traditional valuation, based on tangible assets is no longer

sufficient.

So, What are the lessons that we can learn from this? I think most importantly, we have to build up

the power of our brand names. We have to establish greater brand identity. This requires a radical

approach to marketing, making our brand name the focus of all our efforts. This policy will boost the

company’s assets.

Thank you everyone for listening.

9.3.2. LIDAR COM QUESTÔES

| Inviting questions and/or introducing discussion

“That concludes (the formal part of) my talk. Thank you for listening… Now I’d like to invite your

comments.”

“Now we have (half an hour) for questions and discussion.”

“Right. Now, any questions or comments?”

“So, now I’d be very interested to hear your comments.”

That is the end of my presentation

Thank you very much

Thank you for listening

Thank you for coming


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| Understanding the question but difficult or impossible to answer

“That’s a difficult question to answer in a few words.”

“- It could be…

- In my experience…

- I would say…

- I don’t think I’m the right person to answer that. Perhaps Mr_____ can help…

- I don’t have much experience in that field…

| Understanding the question but irrelevant or impossible to answer in the time available

“I’m afraid that’s outside the scope of my talk / this session. If I were you I’d discuss that with …”

“I’ll have to come to that later, perhaps during the break as we’re short of time.”

| When you didn’t understand the question

“Sorry, I’m not sure I’ve understood. Could you repeat the question please?”

“Are you asking if … ?”

“Do you mean … ?”

“I didn’t catch (the last part of) your question. If I have understood you correctly, you mean … ? Is

that right?”

| Checking that your answer is sufficient

“Does that answer your question?”

“Is that okay?”


Exercise 1

What do you say in the following situations?

1. You don’t understand a question.

_____________________________________________________________________________

2. You can’t answer a question because the information is confidential.

_____________________________________________________________________________

3. You are ready to answer questions.

_____________________________________________________________________________

4. You want someone to say the question again.

_____________________________________________________________________________

5. You don’t know the answer.

__________________________________________________________________________

6. You want to find some information and answer a question later.

___________________________________________________________________________


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Exercise 2

Read the following text and try to find a) a potential problem at the end of a presentation

and b) three ways to avoid the problem.

A nightmare scenario is as follows: the speaker finishes his talk with the words “any questions?”

This is met by total silence. Not a word. Then an embarrassed shuffling, a cough… . How can this be

avoided? A possible answer is that if the presentation has been good and the audience is clearly

interested, someone will have something to say.

Another way to avoid the nightmare of utter silence is to end with an instruction to the audience.

This should ensure immediate audience response. Giving an instruction is often useful in sales

presentations and where the audience has special requirements. Here are two examples:

A sales presentation

After talking about his or her products or services, the speaker wants the audience to explain their

needs and says:

“Okay – I’ve told you about the ways Snappo can help companies like yours. Now for us to do that,

we need to know more about the way you work. For example, tell me about your particular situation,

tell me what in particular may interest you… .”

This places a responsibility on the audience to respond – unless of course they have a completely

negative view of both the presenter and the message! Assuming they are well-disposed towards the

potential supplier, it’s probably in their interests to offer some information and begin discussion.

A Training Manager

Speaking to an audience of Department Managers, vice-presidents, or potential trainees, the

Training Manager has outlined recommendations and explained what is available. He/She can end

with:

“Right! I’ve told you what we can offer. Now tell me what are your impressions, what are your

priorities and what else do you need to know now?”

Another option is for the speaker to have a question prepared. Ask something which you know the

audience will have to answer. This often breaks the ice and starts discussion. It may be possible to

single out an individual who is most likely to have a question to ask you or a comment to make, or it

may be apparent from earlier contact perhaps during the reception or coffee break, that a particular

individual has something to say or to ask.


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127

UNIDADE 10

Objectivos

Este capítulo tem por objectivo dar a conhecer vocabulário relacionada com as reuniões e a sua

liderança.

| Tópicos

- ORGANIZING A MEETING;

- DEALING WITH INTERRUPTIONS;

- OPINIONS AND EXPLANATIONS

10.1 Meetings

| Tópicos

10.1.1. Word combinations with meeting

10.1.2. What makes meetings effective

10.1.3. exercises

10.1.1 VOCABULÁRIO RELACIONADO COM A PALAVRA REUNIÃO

| “meeting“ and verbs

The following verbs are often used in front of a meeting:

- Arrange a meeting means organizing a meeting.

- Chair a meeting means to be in charge of a meeting.

- Attend a meeting means going to a meeting.

- Miss a meeting means not going to a meeting.

- To postpone a meeting means to change a meeting to a later time.

- To cancel a meeting means not to have the planned meeting.


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| Agendas

An agenda is a list of items (=different things) to talk about at a meeting. Before the meeting,

someone sends out the agenda (=sends copies to everyone attending).

Here follows an example of an agenda:

Any Other Business means other things that people want to talk about.

Venue is the place where the meeting will be.

| Apologies and minutes

If you cannot attend a meeting, you send your apologies (a message to say you cannot attend). At

the beginning of the meeting, someone reads out these messages.

The minutes of a meeting are written notes of what is said and decided in the meeting. During the

meeting, someone takes the minutes (writes down what is said and decided). After the meeting,

someone sends out the minutes.

At the beginning of the next meeting people agree that the minutes are correct.

10.1.2.O QUE TORNA REUNIÔES MAIS EFFECTIVOS?

| Who prepares what for a meeting

The chair: He decides the objectives of a meeting.

-What type of meeting: (formal or informal, short or long, regular or a one off; internal/external

information giving / discussion / decision making)?

- Is a social element required.

- Prepare an agenda.

- Decide time / place / participants / who must attend and who can be notified of decisions.

- Study subjects for discussion.

- Anticipate different opinions.

- Speak to participants.

AGENDA Staff meeting, 19 April 2004, Meeting room 1

Apologies for absence Minutes of the last meeting 1. Car parking 2. Company restaurant 3. Holiday dates 4. AOB (Any Other Business)


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The secretary:

- Obtain agenda and list of participants

- Inform participants and check: the room, equipment, paper and materials; refreshments, meals,

accommodation and travel.

The participants:

- Study subjects on agenda, work out preliminary options.

- If necessary, find out team or department views.

- Prepare own contribution, ideas, visual supports, etc.

The role of the Chair:

- Start and end on time

- Introduce objectives, agenda.

- Introduce speakers

- Define time limits for contributions.

- Control discussion, hear all views

- Summarise discussion at key points.

- Ensure that key decisions are written down by the secretary.

- Ensure that conclusions and decisions are clear and understood.

- Define actions to be taken and individual responsibilities.

| Chairing a meeting

To open the meeting we can use the following sentences:

- Thank you for coming…

- (It’s ten o’clock ). Let’s start…

- We’ve received apologies from…

- Does anyone have any comments on our previous meeting?

Introducing the agenda

- You have all seen the agenda…

- On the agenda, you’ll see there are three items.

- There’s one main item to discuss…

Stating objectives

- We’re here today to hear about plans for…

- Our objective is to discuss different ideas…

- What we want to do today is to reach a decision …

Introducing discussion

The background to the problem is …

This issue about …

The point we have to understand is …


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Calling on a speaker

I’d like to ask Mary to tell us about …

Can we hear from Mr. Johnson on this?

I know that you have prepared a statement on your department’s views…

Controlling the meeting

Sorry Mark, can we let Sonia finish?

Er, Johan, we can’t talk about that.

Summarising

So, what you’re saying is…

Can I summarise that? You mean…

So, the main point is…

Moving the discussion on

Can we go on to think about …

Let’s move on to the next point is…

Closing the meeting

I think we’ve covered everything.

So, we’ve decided …

I think we can close the meeting now.

That’s it. The next meeting will be…

10.1.3.EXERCÍCIOS DE CONSOLIDAÇÂO

Exercise 1

Choose the correct word to complete each sentence.

1. He _______________ (missed/arranged) the meeting because he was late for work.

2. I decided to _____________ (cancel/arrange) the meeting because there was nothing to discuss.

3. We can ______________ (postpone/cancel) the meeting until next week if necessary.

4. I asked Jean to ___________ (arrange/miss) the meeting next week but there were no rooms

available.

5. They ____________ (attended/postponed) the meeting, but they didn’t hear anything interesting.

6. This meeting is very important. Don’t ______________ (miss/attend) it!


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Exercise 2

Complete the memo with words in italics.

Venue minutes items attend agenda

Exercise 3

Which verb in the following groups does not fit with the words on the right in bold.

a) distribute; prepare; write; make; send out; circulate; read; check the agenda

b) organise; arrange; attend; go to; open; close; visit; hold; postpone; a meeting

set up; call off; cancel; have; plan

c) leave; give; take; tell; send; receive; get a message

d) accept; take; receive; do; make; expect; get a call

Exercise 4

Suggest phrases which could be used by a chairperson in the following situations in a meeting.

a) To welcome the participants to a meeting.

b) To state the objectives of the meeting.

c) To introduce the agenda.

d) To introduce the first speaker.

e) To prevent an interruption.

f) To thank a speaker for his/her contribution.

g) To introduce another speaker.

MEMO From: Chief Executive To: All managers Please find enclosed the ___________ for the next meeting. Please make a note of the __________ : we are meeting in room 7. Let me know if you are unable to ___________ . Please bring with you a copy of the ________ of the last meeting. If you want me to add other __________to the agenda, please let me know.


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h) To keep discussion to the relevant issues.

i) To summarise discussion.

j) To ask if anyone has anything to add.

k) To suggest moving to the next topic on the agenda.

l) To summarise certain actions that must be done following the meeting. (do research, write a

report, meet again, write a letter)

m) To close for a meeting.

10.2 Types of meetings

| Tópicos

10.2.1. Types and structures of meetings

10.2.2. Dealing with interruptions opinions and explanations

10.2.3. Ending the meeting

10.2.4. Exercises

10.2.1 TIPOS DE REUNIÔES

| Types of meeting

- Decision-making meeting

- Information-giving meeting

- Spontaneous / emergency meeting

- Routine meeting

- Internal meeting

- Customer / Client / Supplier first meeting or established relationship.

| Structure of decision-making meetings

- Study / discuss / analyse the situation

- Define the problem

- Set an objective

- State imperatives and desirables

- Generate alternatives

- Establish evaluation criteria

- Evaluate alternatives

- Choose among alternatives

| the DESC stages of a meeting

D Describe situation

E Express feelings

S Suggest solutions


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C Conclude with decision

| Goal of decision-making meetings

Objective: to get a consensus in a time- and cost-effective manner.

| Importance of communication

- Two-way process

- Participants must be aware of others’ needs

- Full communication and understanding is essential.

- Four elements in communication: Awareness – understanding – empathy – perception.

| Reaching a consensus

- Discussion leads to consensus

- Consensus is recognised and verbalised by leader

- decisions checked and confirmed

10.2.2. LIDAR COM INTERRUPÇÔES; OPINIÔES E EXPLICAÇÔES

| Interruptions

Interrupting: Stopping interruptions:

Can I say something here? Just a moment I haven’t finished…

Can Mark come in here? Just a moment, can I just finish?

Just a moment, Let her/him finish.

Excuse me, may I ask for clarification on this Yes, go ahead.

If I may interrupt, could you say…? Sorry, please let me finish

Sorry to interrupt, but If I may finish this point

Do you think so? My impression is… Can I come to that later

What? That’s impossible. We/I Think That’s not really relevant at this stage

Can we leave that to another discussion

Can I say something here about the costs?

Just a moment. I haven’t finished talking about the plans.


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| Opinions

Stating an opinion Asking for opinion

It seems to me… I’d like to hear from…

I tend to think … Could we hear from …

In my view… What’s your view?

We think/feel/believe … What do you think about…?

There’s no alternative to … Do you have any strong views on …?

It’s obvious that… Any comments?

Clearly / Obviously…

| Suggesting and explaining

Suggesting means telling people about an idea or a plan.

Responding:

Asking for explanation

A: I disagree with D on this. We need to find new people to work in the restaurant.

B: Can I come in here? I have an idea. Let’s use a company from outside.

C: Sorry, I don’t understand. Do you mean that the people working in the restaurant will not be

employees of our company?

B: That’s right. The restaurant company can be completely independent.

A: That’s a good idea!

D: I don’t agree. We’ll lose control of the restaurant!

How about…?

What about…?

Why don’t we…?

I have an idea. Let’s…

That’s a good idea.

Sorry, I don’t understand. Do you mean that…?

Are you saying that…?


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10.2.3. CONCLUIR UMA REUNIÂO

Two main rules:

1. Meeting should end on time!

2. Decision-making meetings should end with decisions.

The chair should close the meeting with:

A restatement of the objectives

A summery of decisions taken

A summery of the action now required

Reference to any individual responsibilities

After the meeting:

- A memorandum should be sent to all participants summarising the decisions taken and the action

required.

- The memorandum should be sent to any interested individuals who were unable to attend

- The Chair should seek feedback on the meetings to try improve future meetings.

Improving meeting:

Motivation to change

Gather information on present situation

Identify specific areas needing improvement

Identify alternative courses of action

Practise new techniques

Improvement model


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When you end a meeting you should do the following:

- summarising: I think we should end there. Just to summarise…

- Summarise: We’ve covered everything, so I’d like to go over the decisions we’ve taken…

So, to conclude … we’ve agreed …

-confirming action: we’ll contact…

Mark will …

We’ve got to …

We need to look at …

-referring to next contact: We’ll meet again next month…

We look forward to hearing from you…

It’s been a pleasure to see you today and I look forward to our next

meeting.

10.2.4. EXERCICIOS DE CONSOLIDAÇÂO

Exercise 1

Complete the conversation from a meeting using the phrases a-g.

a) I have an idea

b) I disagree with Ben

c) That’s a good idea

d) Yes, but

e) Do you mean

f) that’s right

g) What do you think

Anna: So, who’s the best person for the job? Ben, ________________?

Ben: Lea Smith is very good. She has a lot of experience.

Mary: ______________ about this. Malcolm Jones may be younger, but he has a lot of experience

too.

Ben: _______________ Lea can start work next week. Malcolm can only start next month.

Dan: Can I come in here? _______________. We can give them both a job as a sort of test for six

months.

Ella: ________________ Keep them both for six months and then give one of them the permanent

job?

Dan: _________________.

Anna: __________________! I hadn’t thought of that.


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Exercise 2

Match what happens in the meeting 1-7 to what the people say a-g.

1. Naomie interrupts, and agrees with Linda

2. Manuel gives his opinion

3. Manuel makes a suggestion

4. Linda disagrees with Manuel

5. The chair, Chris, starts the meeting

6. The chair asks for Manuel’s opinion

7. Chris responds

a. I have an idea. Let’s tell them we’ll order more products if they can make the delivery more reliable

b. I think Partco’s products are very cheap

c. What do you think about Partco, Manuel?

d. Is everybody ready?

e. Yes, but they never deliver on time.

f. That’s a good idea.

g. Can I say something here? I agree with Linda – deliveries from Partco are always late.

Now put the sentences a-g above in the correct order.

Exercise 3

Read the following text and identify 3 recommendations on how a meeting should end and

what should happen after a meeting.

Regardless of the type of meeting (information or decision making), it is important to close with a

restatement of objective, a summery of what was accomplished, and a list of agreed action that needs

to be taken.

After the meeting, it is essential to follow up with the action. A brief memorandum of conclusions

should be written and distributed. Inform appropriate people who did not attend the meeting about

essential decisions made.

Finally, each meeting should be viewed as a learning experience. Future meetings should be

improved by soliciting evaluations and deciding what action is required to conduct better meetings.


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Exercise 4

Underline the correct word to complete the sentences.

1. Can I say / tell / talk something here? I think…

2. Excuse me, Mr Chairman, I want to interrupt / disagree / not agree with what Mr Jones has said.

It’s not the case that …

3. I’m sorry, may I add / interrupt / opinion? It seems to me …

4. That’s not the true / true / sure!

5. I’m afraid / pardon / sorry but I’d like to go / move to / continue another point.

Exercise 5

Read the text and answer the questions that follow.

The reason for having a meeting is to make a decision. Information may be given in a presentation

followed by questions or discussion, but it is to get a consensus that the meeting has been arranged in

the first place. Achieving this in the most time – and cost - effective manner possible is a goal that

everyone attending (the meeting) must share.

Marion Haynes (1988) maintains that decision making meetings need to follow a specific structure.

The rational decision process includes the following steps:

- Study / discuss / analyze the situation

- define the problem

- set an objective

- state imperatives and desirables

- generate alternatives

- establish evaluation criteria

- evaluate alternatives

- choose among alternatives

One other aspect of decision making is the necessary for participants in the meeting to be aware of

one another’s needs and perceptions. If these are not effectively communicated, if there is an

insufficient degree of understanding of one another’s requirements, then an acceptable conclusion is

unlikely to be reached. There are four essential elements in decision making: awareness,

understanding, empathy, and perception.

It is only when we accept that communications are two-way process that any form of communication,

including decision making will become genuinely successful and effective.


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Decision making is not always an identifiable activity. Frequently the discussion can evolve into the

consensus which can be recognized and verbalized by the leader without the need to put things to the

vote.

a) what kind of meetings is the text about?

b) what structure does the text describe?

c) what key point is made about communication?

d) do you agree with the first sentence?

e) do you agree with Hayne’s suggestions for the steps involved in decision making?

f) find words / phrases for:

- common agreement

- aim

- fix a goal

- what one must have

- develop

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