Making an Appointment with a Secretary

Mr. Petrov: Hello. May I speak to Mr. Ward, please?

Mr. Ward: Speaking. Who is it, please?

Mr. Petrov: Good morning, Mr. Ward. This is Petrov, Mr. Gromov's assistant. Mr. Gromov had to fly to Chicago on urgent business last night. He could not see you personally and so he asked me to get in touch with you instead and settle the matter you discussed.

Mr. Ward: Sure, Mr. Petrov. I’ll tell you what. Could you come over to my office, say, about 4 o'clock?

Mr. Petrov: Yes, that's fine for me, Mr. Ward. I'll be there.

Mr. Ward: O.K., I'll be expecting you.

Appointment with a Doctor

Mr. Nikolaev: Isthat Dr. Morton's office?

Secretary: Yes, sir.

Mr. Nikolaev: This is Nikolaev speaking. Could I have an appointment with the doctor in the middle of next week, please?

Secretary: Just a minute, sir I’ll check his schedule. Will Wednesday be all right?

Mr. Nikolaev: Yes, ifs fine. What time, please?

Secretary: Wednesday, at 6 p.m.

Mr. Nikolaev: Thank you. Good-bye.

Secretary: Thank you, sir. Good-bye.

Appointment with a Dentist

Mr. Nikolaev: Good morning. Could I speak to Dr Williams’s secretary, please?

Secretary: Speaking.

Mr. Nikolaev: My name is Nikolaev. I would like to have an appointment with the doctor.

Secretary: Is it something urgent, sir?

Mr. Nikolaev: Yes, rather. My son needs a dentist.

Secretary: I see. How old is he?

Mr. Nikolaev: He is about eight.

Secretary: Can you bring him tomorrow at eleven?

Mr. Nikolaev: That's Thursday, isn't it?

Secretary: Yes, sir.

Mr Nikolaev: That’s fine. Thank you very much.

 

4. Щоб б Ви відповіли на наступні репліки?

1. This is Mr. Slow speaking. I would like to make an appointment with Mr. Gorelov. 2. I’m afraid I’ll be tied up tomorrow. Could you suggest an alternative date? 3. There's something I'd like to talk to you about. When can we meet? 4. I’m afraid we cannot fit you in today but we could recommend you another dentist. 5. This is Mr. Fray's secretary. I’m calling to confirm your appointment with Mr. Fray for tomorrow, at 10 a.m. 6. I’m calling to let you know that Mr. Bell will not be able to keep the appointment. He is away from London and won't be back until after Wednesday. We are sorry about this.

Lesson 5.

Ділова кореспонденція. Структура, змістові частини та оформлення ділового листа.

1. Прочитайте та обговоріть тексти, використовуючи наданні слова.

Vocabulary

heading	заголовок
irrelevant	недоречний
draft	чернетка
to include	містити (в собі)
essential	необхідний, обов'язковий
concise	короткий, стислий
courteous	ввічливий, чемний
letterhead	друкований бланк (установи)
addressee	адресат
range	низка, ряд
to enclose	вкладати (в пакет), прикладати до листа
up-to-date	сучасний
p.p. ("per procuretionem")	за дорученням
enc. ("enclosure")	вкладка, додаток
advertisement	оголошення, реклама
to cancel	анулювати, скасувати
quality	якість
commodity	товар
on the average	у середньому
to reduce	зменшувати, знижувати
concession	поступка
letter of intent	лист-зoбов'язання
execution	виконання
exclusive right	виключне право

 

 

"Golden Rules" for Writing Business Letters

1. Give your letter a heading if it helps the reader to see at a glance what you are writing about.

2. Decide what you are going to say before you start to write.

3. Use short sentences.

4. Put each separate idea in a separate paragraph.

5. Use short words that everyone can understand.

6. Think about your reader. Your reader...

... must be able to see exactly what you mean: your letters should be CLEAR;

... must be given all necessary information: your letters should be COMPLETE;

... is a busy person with no time to waste: your letters should be CONCISE;

... must be addressed to in a polite tone: your letters should be COURTEOUS;

... may get a bad impression if there are mistakes in grammar: your letters should be CORRECT.

Seven Steps in Planning a Business Letter

1. Write down your aim: Why are you writing this letter?

2. Assemble all the relevant information and documents.

3. Arrange the points in order of importance. Make rough notes.

4. Write an outline and check it through, considering these questions:

- Have you left any important points out?

- Can the order of presentation be made clear?

- Have you included anything that is not relevant?

5. Write a first draft, leaving space for additions and changes.

6. Revise your first draft by considering these questions:

Information:

- Does it cover all the essential points?

- Is it correct, relevant and complete?

English:

- Are the grammar, spelling and punctuation correct?

Style:

- Does it look attractive?

- Does it sound natural and sincere?

- Is it the kind of letter you would like to receive yourself?

- Is it clear, concise and courteous?

- Will it give the right impression?

7. Write, type or dictate your final version.

2. Продивіться структуру ділового листа. Більш детальна інформація міститься у додатку Б.

Structure of the Letter

1. Sender's address / Date.

2. Inside address (receiver's address).

3. Attention line.

4. Salutation.

5. Body of the letter.

6. Complimentary close.

7. Signature.

3. Проаналізуйте наступний лист згідно з структурою ділового листа..

	GIMBEL& CO Ltd 21 High Street, Blackheath, London SE3B 5HY Tel: [phone]th May 2002	The address of the firm sending the letter (the letterhead) is often printed on the paper The date
	M.Lawson Esq, Manager, Filbury & Johns, 20 Shaftsbury Avenue, London W1A 4WW	The name, position, firm and address of the addressee
	Ourref: DM/SK   Dear Mr Lawson,	The reference (the initials of the person writing the letter and the person who types it)
	Thank you for your letter of 4th May enquiring about our range of office equipment.	The first paragraph says why you are writing
	I enclose an up-to-date price list and our latest catalogue which I hope includes something of interest to you. You will notice that we offer very favourable terms of payment.	The second paragraph says what you want or what you are doing (the real reason for writing the letter)
	I look forward to hearing from you again.	The final paragraph is a polite ending
	Yours sincerely	You write 'Yours sincerely", if you know the name of the addressee and 'Yours faithfully" if you don't
	David Eipley Sales Manager	The signature The person writing the letter His position in the firm
	Encs	Here the enclosures are the catalogue and price list

 

4. Напишіть власний лист, використовуючи наступні фрази.

Opening Phrases:

• Dear Madam - Шановна пані

• Dear Sir - Шановний добродію

• Dear Mister Malforn - Шановний пане Малфорн

• Dear Sirs - Шановні панове

• We have received your letter of... - Ми отримали Вашого листа від...

• We thank you for your letter of... - Дякуємо за лист від...

• We have the pleasure to inform you - Ми раді повідомити Вас

• In reply to your letter of… - У відповідь на ваш лист від...

• To inform you… - Повідомляємо вас…

• We apologize for the delay - Просимо пробачення за затримку з

in answering your letter. відповіддю на ваш лист.

Linking Phrases:

• There is no doubt that… - Безперечно…

• It is necessary to note… - Необхідно відзначити, що…

• We'd like to draw your attention to the fact... - Звертаємо вашу увагу на той факт...

• Considering the above said… - Беручи до уваги сказане…

• In this connection… - У цьому зв 'язку…

• In connection with your request… - У зв'язку з вашим проханням…

• Otherwise we shall have… - У противному разі ми будемо

змушені…

• As regards your request… - Щодо вашого прохання…

• Up till now we have received no reply. - Дотепер ми не отримали відповіді.

• In case of delay… - У випадку затримки…

• In case of your refusal… - У випадку вашої відмови…

• In case you fail to make payments… - У випадку несплати…

Closing Phrases:

• We are looking forward to receiving your - Чекаємо вашої згоди/схвалення/

consent/approval/confirmation. підтвердження.

• Your prompt execution of our order would - Будемо вам вдячні за швидке

be appreciated. виконання нашого замовлення.

.• We wish to maintain cooperation with you. - Сподіваємося підтримувати співробітництво.

• Your early reply will be appreciated. - Будемо вам вдячні за швидку відповідь.

• We are looking forward to hearing from you. - Сподіваємося отримати від Вас відповідь найближчим часом.

• If we can be of any assistance, please do not - Просимо звертатися до нас, якщо ви

hesitate to contact us. потребуєте допомоги.

• Yours faithfully/ sincerely - З повагою

5. Прочитай те на перекладіть наступний лист. Дайте відповідь на запитання після нього..

D. Clark, Sales Manager, Priston & Co Ltd, 28 Kolas Court, North Middletown, NJ 07734 USA 5th March 2001 Our ref: MP/NK   Dear Mr. Clark, Thank you for your offer of 3^rd March. We are favourably impressed by the quality of your commodity, but feel that the price is rather high. The prices quoted by other suppliers are, on the average, 10% lower. However, in view of the high quality of your commodity, we are ready to make a deal with you if you re-examine your prices. If you reduce your price by 5% we will place an order for some 10.000 items. We trust that in view of the size of the order you will see your way of making this concession. Your early reply will be appreciated. Yours sincerely,   Mike Parson Sales Manager

 

1. Who is sending the letter?

2. Who is receiving it?

3. What is the opening phrase?

4. The company is ready to purchase the commodity, isn't it?

5. What is its requirement?

6. What quantity is it ready to buy?

7. Do you think it is worth to make this concession?

8. What is the closing phrase?

Lesson 6.

Види ділових листів.

1.Прочитайте та перекладіть текст за допомогою наступних слів.

Vocabulary

firm offer	тверда пропозиція
are pleased	раді
regarding	що стосується
with regard to	відносно
size	розмір
to require	вимагати
nearly	майже
quantity	кількість
obtainable	який може бути отриманий
subject to	за умови, що...
to deliver	поставляти
to receive	отримувати
to prefer	надавати перевагу
air freight	перевезення повітряним шляхом
kind	рід, вид, сорт
shipment	відвантаження
to charge	назначати ціну
cost	вартість, витрати
extra at cost	за додаткову сплату

 

The Types of Business Letters .

There are different kinds of business letters, used for different purposes. They are divided into two types: the business to business type and the business to client type.

Business-to-business types are intended for company to company communication. Examples are:

· Appreciation letter – a letter of gratitude and appreciation for help extended, or a good business deal.

· Thank you – is a letter of gratitude.

· Congratulations – is a letter that praises the recipient for a job well done.

· Letter of recognition – a written statement of recognized efforts similar to an appreciation letter.

· Letter of reference – is a character reference letter. It is a letter building up the character of a person to be accepted in a job.

· Recommendation – is an endorsement letter to hire a certain person.

· Sympathy letter – is a letter of condolences to a person or family.

· Invitation letter – is a letter persuading a person or a company to join an event or an occasion.

· Letter of credit – is a way of endorsing a certain business to be considered a credit loan.

· Letter of interest – a reply to an invitation that confirms presence on the event/occasion.

· Business memorandum – notices that are distributed to the staff. They are reminders of company activities, or imminent changes in the company.

· Business introduction – is done to introduce a new business to the readers.

· Business letter – a letter that talks about the plans for the business.

· Donation letter – a letter asking for donations.

· Termination letter – more popularly known as a resignation letter. It signifies someone's desire to leave a job permanently.

Business-to-Client letters are:

· Welcome letter – welcomes the client and thanks him for choosing the company.

· Letter of appreciation – thanks the client for having business with the company.

· Apology letter – asks the client for reconsideration, and apologizes for failing to deliver.

· Collection letter – notices outstanding payments due.

· Invoice letter template – this is asking the clients to state the invoice number of their transactions.

· Letter of invitation – invites a client to join a certain gathering.

· Marketing letter – is stating the newest products that the company will provide soon or is presently providing.

· Rejection letter – is stating the rejection of the client's request.

Business letters are more formal in writing. Follow the formats strictly. Be concise, clear and direct to the point.

2. Прочитайте зразки ділових листів. Визначте вид кожного листа.

JACKSON & MILES 118 Regent Street London WIC 37D UK Oct. 28, 2000   HOWARD & PRATT Ladies' Clothing 306, 3d Avenue Chicago, 111. 60602 USA Dear Sirs, We are pleased to make you a firm offer regarding our products in the size you require. Nearly all the models are obtainable and can be delivered to you by the end of November. All other models of dresses can be supplied by the middle of December 2000, subject to our receiving your order by 15th of November. If you prefer the goods to be shipped by air freight, this kind of shipment will be charged extra at cost. Yours faithfully, D.A.Leary Manager Export Department Sellers

Dear Mr Smith, Happy holiday season!

We wish to thank you for your role in making 2007 the most successful year in the history of our firm, and we are all looking forward to a prosperous New Year. We extend our very best wishes for a Merry Christmas and a Happy New Year to your and your family (the personnel of the company).

Yours sincerely,

Ivan Kozlov,

Managing Director

 

Deer Mr. and Mrs. Sheldon,

Thank you all again for the wonderful time you gave me at Cambridge. I feel that I know the city well now. You were all so very kind to me that I hardly know how to thank you. And I often look back to our conversations with great happiness.

I hope we shall meet again before too long.

With every good wish to you both.

Yours sincerely,

Dear Mr. Scott,

My recent visit to Kansas City to study your program was, thanks in large part to you, a great success for me.

The background, information and sage advice provided helped me quickly to get the handle I needed. I hope that I can pass on enough of the understanding and enthusiasm to get the program started here.

Once again, please accept my thanks for taking time to see me. If I personally can ever be of assistance, I hope you will call me.

Sincerely yours,

Dear Sirs,

Replying to your letter and questions of August 5, concerning the character and qualifications of Mr. Sidorov, I am pleased to offer you, confidentially, the following information:

1. I have known Mr. Sidorov for the past 10 years.

2. He has always shown himself to be industrious.

3. In my estimation, he is entirely trustworthy.

4. His personality is excellent

In fact, I do not hesitate to recommend Mr. Sidorov to anyone interested in employing a thoroughly dependable and capable man.

Yours truly,

3. Заповніть пропуски наступними займенниками: much, many, little, few, a little, a few.

1. Will it take … time to answer this letter? 2. We give the customers … catalogues of our products. 3. We had … time, so we couldn’t prepare the goods for shipping. 4. Your order will receive … attention. 5. I like it here. Let’s stay here … longer. 6. She wrote us … letters from abroad. 7. There was … sugar in the bowl, and we had to put … sugar there. 8. I know French … and I can help you with the translation of this text. 9. Thank you very …! 10. I want to say … words about my travelling. 11. Please don’t ask me … questions. 12. How … money have you got? 13. We usually spend … money on advertising. 14. … in this work was too difficult for me. 15. There were … new orders and we spent … time executing them.

Lesson 7.

Інтернет. Електронна пошта.

1. Прочитайте та перекладіть текст..

INTERNET

The best way to think of the Internet, or Net as it is often called, is a vast global network of networks connecting computers across the world. At present, more than 33 million people use Internet and over three million computers worldwide are linked in. They use the Net for transferring data, playing games, socializing with other computer users, and sending e-mail.

The Net was dreamt up in the late 1960s by the US Defense Department's Advanced Research Projects Agency which decided that it needed a means by which messages could be sent and received even if phone lines were inoperative. In 1969, there was a network of just four computers. By 1972 the number had risen to 40. About this time the idea of electronic mailbox was born. By 1984 the Internet began to develop into the form we know it today.

The Internet can be divided into five broad areas.

Electronic mail, which is much faster than traditional mail. Any­thing that can be digitized (converted into digital form) – pictures, sound, video – can be sent, retrieved, and printed at the other end.

Information sites. This is perhaps the fastest growing area of the Internet as more and more people put their own information pages on line. Computers process vast amounts of information very fast, by specifying a key word or phrase. The computer can then search around the Net until it finds some matches. These information sites are usu­ally stored on big computers that exist all over the world. The beauty of the Net is that you can access all of them from your home, using your own PC.

The World Wide Web, usually referred to as WWW or 3W, is a vast network of information databases that feature text, sound, and even video clips. On the WWW you can go on a tour of a museum or exhibition, see the latest images from outer space, go shopping, and get travel information on hotels and holidays.

Usenet is a collection of newsgroups covering any topic. Each newsgroup consists of messages and information posted by other us­ers. There are more than 10,000 newsgroups and they are popular with universities and businesses.

Telnet programs allow you to use your personal computer to ac­cess a powerful mainframe computer.

2. Закінчить наступні речення.

More than 33 million people use the Net for....

It was in the late 1960s when...........................

By 1984...........................................................

4. ………………………………........ five broad areas.

5. Anything that can be digitized, can...............

6. One thing that computers do very well is.....

7. On WWW you can.......................................

8. More than 10,000.........................................

3. Прочитайте та перекладіть текст. Вивчить наданні слова..

to retrieve – отримувати; знайти

password – пароль

use rid – ідентифікація користувача; ім’я або псевдонім

personal handle – приватне користування, особистий код

domain – домен (місцезнаходження або сфера діяльності адресанта)

server – сервер, накопичувач

login – логін (комп’ютерне ім’я)

Inbox	Входящие
Sent Items	Отправленные
Outbox	Исходящие
Deleted Items	Удалённые
Empty Deleted Items Folder	Очистить папку «Удалённые»
Tools/Check for New Mail	Сервис/Доставить почту
Insert (Attach) File	Прикрепить файл
View/Current View Messages with AutoPreview	Вид/Текущее представление Сообщение с автопросмотром
Mark as Read	Отметить как прочитанное
Reply	Ответить
Reply All	Ответить всем
IP address	цифрова адреса комп’ютера (напр., 104.55.66.78 і т.п.)
URL	текстова адреса комп’ютера в Інтернеті, зручна для запам’ятовування (напр., www.business.ru і т.п.)

E-mail

The electronic mail (e-mail) was started in the late 60s by the U.S. military that were searching for a way of communication in the event of a large-scale nuclear war. They needed a system that would be decentralized, reliable, and fast in case the central institutions were destroyed. They came up with e-mail.

In the early 70s, e-mail was limited to the U.S. military, defense contractors, and universities doing defense research. By the 70s it had begun to spread more broadly within university communities. By the 80s, academics in a number of fields were using e-mail for professional collaboration. The 90s saw an explosion of the use of e-mail and other computing networking. It is estimated that more than 25 million people throughout the world were using it in the mid-90s.

E-mail is a way of sending a message from one computer to one or more other computers around the world. A subscriber to e-mail needs a terminal, such as a PC, a telephone line, and a modem, which is a device of converting signals into text. E-mail users must also have access to a mailbox, which they can call from anywhere in the world to retrieve messages. They receive a mailbox number and a password for confidentiality.

E-mail is fast, cheap, and relatively reliable. It permits to send large amounts of information to different addressees and allows people to retrieve messages at any time.

A typical e-mail address is: [e-mail] (the e-mail address of the A.S.K. Publishers House). The part to the left of the @ sign, called use rid, has been chosen as a personal handle. The part to the right is called the domain and represents the particular computer that receives and delivers the message.

E-mail message usually comes into two parts: the heading and the body. The heading includes: the date, the writer's name, the addressee's name, which is to receive a copy (c.c.), if any, and the subject. The body of the message bears an ordinary content of a letter but a bit shorter.

The golden rule for writing e-mail messages is KISS (keep it short and simple). Use short phrases instead of long, active voice instead of passive; avoid foreign words, metaphors, and scientific terms.

There's no bold in e-mail, so use capitals or asterisks. Among the abbreviations used in e-mail there are: BTW – by the way; IMHO – in my humble opinion; CONT – container; SHPT – shipment; RQST – request; BUZ – business; MESS – message.

Закінчить речення наданими словами.

a) INBOX

b) OUTBOX

c) SENT ITEMS

d) NEW MSG/NEW/NEW MAIL/COMPOSE

e) REPLY

f) FORWARD

g) ADDRESS BOOK

h) SEND/RECV/SEND&RECEIVE

i) capital/small/at/dot

j) DRAFTS

 

1) My address is [e-mail], that’s ______ H ______ o-l-l-y ______W ______ o-o-d-s ______ hotmail ______ com.

2) I need my ______ to add/remove/amend e-mail addresses.

3) My ______ is where my incoming messages are stored.

4) If I ______ a message it goes on to another person.

5) With “______” I can write a new letter.

6) If I press ______ I connect with Internet.

7) I look at ______ to see what messages I have sent.

8) Before being sent across Internet, my messages are stored in the ______.

9) I need to send an answer to that message, I’ll use ______.

10) I’ll have to finish that e-mail later, I’ll store it in ______.

 

“Smiley” – це символ в Інтернеті для висловлювання емоцій. Яке значення мають наступні символи?

 

1.:-)

2.:-(or:-<

3.:-#

4..-)

5.:-=

6.:-o

7.:-t

8.:-/

9. l-l

10.:-&

 

The user:

a) will not say anything

b) is cross

c) has a moustache

d) is undecided

e) is tongue-tied

f) is winking at you

g) is surprised/ shocked

h) is sad

i) is happy

j) is asleep

Доберіть пояснення до кожного слова.

1. attachment	a) where you incoming messages are stored.
2. bandwidth	b) pass along an e-mail to another address.
3. bcc	c) the speaker is considered incompetent or ignorant.
4. bounce message	d) a quotation added to a signature.
5. forward	e) error message returned by an e-mail system.
6. mailbox	f) an emotional and often angry or rude message.
7. sig quote	g) blind courtesy copy.
8. spam	h) a measure of how much information can be sent.
9. a flam	i) unsolicited e-mail messages (usually unwanted).
10. burble	j) a file linked to an e-mail message.

 

Виберіть правильне визначення.

1. E-business a) economic business

b) electronic business

2. T-commerce a) total commerce

b) television commerce

3. C2B a) customer to business

b) client to boss

4. B2B a) buyer to boss

b) business to business

5. IMO a) international monetary

organization

b) in my opinion

6. IMHO a) in my humble opinion

b) international monetary help organization

7. OTL a) over the limit

b) out to lunch

8. HSIK a) how should I know

b) have something in kit

9. SPAM a) unwanted mail

b) compacted meat

10. LOL a) look over lengthily

b) laugh out loud

11. BBL a) bring back later

b) be back later

12. TTYL a) talk to you later

b) the time you left

13. NOYB a) not only your business

b) none of your business

14. FWIW a) for what it’s worth

b) full with internet words

15. IRC a) internet relay chat

b) internal relay comment

Модуль самостійної роботи:

1. Read this text and choose one of these titles for it.

A) When in Rome

B) Travelling Abroad

C) Doing Business in Europe

D) Problems That Business People Face

E) Good Manners, Good Business

F) I Didn’t Mean to Be Rude!

Nobody actually wants to cause offence but, as business becomes ever more international it is increasingly easy to get it wrong. There may be a single European market but it does not mean that they behave the same in Greece as they do in Denmark.

In many European countries handshaking is an automatic gesture. In France good manners require that on arriving at a business meeting a manager shakes hands with everyone present. But Northern Europeans, such as the British and Scandinavians, are not quite so fond of physical demonstration.

In France it is not good manners to raise tricky questions of business over the main course. Business has its place: after the cheese course. Unless you are prepared to eat in silence, you have to talk about something - something, that is, other than the business deal which you are continually chewing over in your head.

In Germany, as you walk sadly back to your hotel room, you may wonder why your apparently friendly hosts have not invited youout for the evening. Don't worry, it is probably nothing personal. Germans do not entertain business people with quite the same enthusiasm as some of their European counterparts.

The Germans are also notable for the amount of formality they bring to business. As an outsider, it is often difficult to know whether colleagues have been working together for 30 years or have just met in the lift. If you are used to calling people by their first names, this can be a little strange. To the Germans titles are important. Forgetting that someone should be called Herr Doktor or Frau Direktorin might cause serious offence. It's equally offensive to call them by a title they do not possess.

In Italy the question of a title is further confused by the fact that everyone with a university degree can be called Dottore – and engineers, lawyers and architects may also expect to be called by their professional titles.

Italians give similar importance to the whole process of business entertaining. In fact, in Italy the biggest fear, as course after course appears, is that you entirely forget you are there on business. If you have the energy, you can always do the polite thing when the meal finally ends and offer to pay. Then after a lively discussion you must remember the next polite things to do – let your host pick up the bill.

These cultural challenges exist side by side with the problems of doing business in a foreign language. Language, of course, is full of difficulties – disaster may be only a syllable away. But the more you know of the culture of the country you are dealing with, the less likely you are to get into difficulties. It is worth the effort. It might be rather hard to explain that the reason you lost the contract was not the product of the price, but the fact that you offended your hosts in a light-hearted comment over on aperitif. Good manners are admired: they can also make or break the deal.

 

2. Decide if these statement are true «-» or false «+», according to the writer:

1. In France you are expected to shake hands with everyone you meet.

2. People in Britain shake hands just as much as people in Germany.

3. In France people prefer talking about business dur­ing meals.

4. It is not polite to insist on paying for a meal if you are in Italy.

5. Visitors to Germany never get taken out for meals.

6. German business people don't like to be called by their surnames.

7. Make sure you know what the titles of the German people you meet are.

8. Italian professionals are usually addressed by their titles.

9. A humorous remark always goes down well all over the world.

10. Good manners can make the deal.

3. Discuss these questions:

a) Which of the ideas in the article do you disagree with?

b) What would you tell a foreign visitor about «good manners» in Ukraine?

c) How much do you think international business is improved by knowing about foreign people's customs?

4. Read the following point of view, agree or disagree with it, add more comments while expressing your own opinion on the topic.

Cultural differences influence business strategies and operations. Understanding them is difficult to overestimate.

Many of these cultures are complex and different from ours. To be successful in international business means to be good citizens of international community.

We should learn to honour and respect our own cultures and to develop tolerance and respect for other cultures.

No one can learn all there is to know about a foreign culture. But to show an interest means to create a climate of understanding and respect. The mere willingness to accept differences is of great impor­tance.

5. Read, translate and comment on each of five items.