Meaning of Business Correspondence

Meaning of Business Correspondence

Communication through exchange of letters is known as correspondence. We communicate our feelings, thoughts etc. to our friends and relatives through letters that may be called personal correspondence. A Businessman also writes and receives letters in his day to-day transactions, which may be called business correspondence. Business correspondence or business letter is a written communication between two parties. Businessmen may write letters to supplier of goods and also receive lettersfrom the suppliers. Customers may write letters to businessmen seeking information about availability of goods, price, quality, sample etc. or place order for purchase of goods. Thus,business letters may be defined as a media or means through which views are expressedand ideas or information is communicated in writing in the process of business activities.

Importance of Business Correspondence

Now-a-days business operations are not restricted to any locality, state or nation. Today

production takes place in one area but consumption takes place everywhere. Since the

businessmen as well as customers live in far off places they don’t have sufficient time to

contact each other personally. Thus, there arises the need for writing letters. In the past the

situation was not so. Business letters were not essential in olden days. But now the importance

of letters has increased because of vast expansion of business, increase in demand as well

as supply of goods. Let us learn about the importance of business letters.

I) Help in maintaining proper relationship

Now-a-days business activities are not confined to any one area or locality. The businessmen

as well as customers are scattered throughout the country. Thus, there is a need to maintain

proper relationship among them by using appropriate means of communication. Here business

letters play an important role. The customers can write letters to the businessman seeking

information about products and businessmen also supply various information to customers.

This helps them to carry on business on national and international basis.

Ii) Inexpensive and convenient mode

Though there are other modes of communication like telephone, telex, fax, etc. but business

information can be provided and obtained economically and conveniently through letters.

Iii) Create and maintain goodwill

Sometimes business letters are written to create and enhance goodwill. Businessmen at

times send letters to enquire about complaints and suggestions of their customers. They

also send letters to inform the customers about the availability of a new product, clearance

sale etc. All this results in cordial relations with the customers, which enhances the goodwill

of the business.

Iv) Serves as evidence

We cannot expect a trader to memorise all facts and figures in a conversation that normally

takes place among businessmen. Through letters, he can keep a record of all facts. Thus,

letters can serve as evidence in case of dispute between two parties.

V) Help in expansion of business

Business requires information regarding competing products, prevailing prices, promotion,

market activities, etc. If the trader has to run from place to place to get information, he will

end updoing nothing. It will simply result in loss of time. But through business letters, he can

make all enquiries about the products and the markets. He can also receive orders from

different countries and, thus enhance sales.

EXERCISES

Exercise 1. Fill in the blanks with suitable words.

i. Business letters serve as a/an............................. in case of dispute in business

transactions.

ii. It is..................... for the businessmen to remember all facts without

correspondence.

iii. Business letters build................... for a businessman.

iv. Business letters are written to.................... information.

v. Business letter is the most.................... mode of communication.

II. Given below are certain statements. Write ‘T’ against true statements and ‘F’

against false statements.

i. Letter is a form of written communication.

ii. Through business letter personal contact can be maintained between buyer

and seller.

iii. Business letters lead to decline the goodwill of the firm.

iv. Letter is a convenient and economic mode of communication.

v. Business letters do not help in removing misunderstanding between buyer and seller.

I.Fill in the blanks with suitable words.

i) Apart from ordinary envelopes, we may also use ________ or ________envelopes for sending business letters.

ii) To make a letter courteous, words like ________ and ________ should be used.

iii) Business letter should contain only ________ information.

iv) Accuracy demands no error in the usage of ________

v) Business letters should be always neat and ________ in appearance.

II. Match the following.

a) The receiver understands the message i) Relevance

in the same way as intended by the sender

b) There should be no errors in the usage ii) Courtesy

of language in business letter.

c) Relevant information should be iii) Accuracy

provided in business letter

Words of anger should iv) Clarity

not be used in any business letters.

Parts of a Business Letter

We have discussed above the qualities of a good business letter. The quality will be

maintained if we give proper attention to each and every part of the letter. Let us now learn

about the different parts of a business letter.

The essential parts of a business letter are as follows:

1. Heading -The heading of a business letter usually contains the name and postal address

of the business, E-mail address, Web-site address, Telephone Number, Fax Number,

Trade Mark or logo of the business (if any)

2. Date - The date is normally written on the right hand side corner after the heading as

the day, month and years. Some examples are 28th Feb., 2003 or Feb. 28, 2003.

3. Reference- It indicates letter number and the department from where the letter is being

sent and the year. It helps in future reference. This reference number is given on the

left hand corner after the heading. For example, we can write reference number as

AB/FADept./2003/27.

Different parts of a

business letter-

1. Heading

2. Date

3. Reference

4. Inside Address

5. Subject

6. Salutation

7. Body of the letter

8. Complimentary

close

9. Signature

10. Enclosures

11. Copy Circulation

12. Post Script

Inside address - This includes the name and full address of the person or the firm to

whom the letter is to be sent. This is written on the left hand side of the sheet below the

reference number. Letters should be addressed to the responsible head e.g., the

Secretary, the Principal, the Chairman, the Manager etc. Example:

M/S Bharat Fans

Bharat Complex

Hyderabad Industrial Complex

Hyderabad

Andhra Pradesh - 500032

The Chief Manager,

State Bank of India

Utkal University Campus

Bhubaneswar,

Orissa- 751007

5. Subject - It is a statement in brief, that indicates the matter to which the letter relates.

It attracts the attention of the receiver immediately and helps him to know quickly

what the letter is about. For example,

Subject: Your order No. C317/8 dated 12th March 2003.

Subject: Enquiry about Samsung television

Subject: Fire Insurance policy

6. Salutation - This is placed below the inside address. It is usually followed by a comma

(,). Various forms of salutation are:

Sir/Madam: For official and formal correspondence

Dear Sir/Madam: For addressing an individual

Dear Sirs/Dear Madam: For addressing a firm or company.

7. Body of the letter- This comes after salutation. This is the main part of the letter and it

contains the actual message of the sender. It is divided into three parts.

(a) Opening part - It is the introductory part of the letter. In this part, attention of the

reader should be drawn to the previous correspondence, if any. For examplewith

reference to your letter no. 326 dated. 12th March 2003, I would like to

draw your attention towards the new brand of television.

(b) Main part - This part usually contains the subject matter of the letter. It should

be precise and written in clear words.

(c) Concluding Part - It contains a statement the of sender’s intentions, hopes or

expectations concerning the next step to be taken. Further, the sender should

always look forward to getting a positive response. At the end, terms like Thanking

you, With regards, With warm regards may be used.

8. Complimentary close - It is merely a polite way of ending a letter. It must be in

accordance with the salutation. For example:

Salutation Complementary close

i. Dear Sir/Dear Madam Yours faithfully

ii. Dear Mr. Raj Yours sincerely

iii. My Dear Akbar Yours very sincerely (express very informal

relations.)

Signature - It is written in ink, immediately below the complimentary close. As far as

possible, the signature should be legible. The name of the writer should be typed

immediately below the signature. The designation is given below the typed name. Where

no letterhead is in use, the name of the company too could be included below the

designation of the writer. For example:

Yours faithfully

For M/S Acron Electricals

(Signature)

SUNIL KUMAR

Partner

10. Enclosures - This is required when some documents like cheque, draft, bills, receipts,

lists, invoices etc. are attached with the letter. These enclosures are listed one by one

in serial numbers.

For example:

Encl: (i) The list of goods received

(ii) A cheque for Rs. One Thousand dtt. Feb. 27,2003 (Cheque No........)

towards payment for goods supplied.

11. Copy circulation - This is required when copies of the letter are also sent to persons

apart of the addressee. It is denoted as C.C. For example,

C.C. i. The Chairman, Electric Supply Corporation

ii. The Director, Electric Supply Corporation

iii. The Secretary, Electric Supply Corporation

12. Post script - This is required when the writer wants to add something, which is not

included in the body of the letter. It is expressed as P.S. FP.S. - In our offer, we provide two years warranty.

Format of a Business Letter

Tel. Name of the firm E-mail:

Fax. Postal Address Website:

Ref. Dated:

To

Name and

address of the person to whom letter is sent

Subject:

Salutation,

_______________________________________________________________

Opening part _______________________________________________________

________________________________________________________.

____________________________________________________________________

Main part ___________________________________________________________

________________________________________________________.

____________________________________________________________________

Concluding part ______________________________________________________

_______________________________________________________.

Complementary close

Signature

(name)

Designation

Enclosures

CC-

PS-

Exercise 3 .Fill in the blanks

i. The complementary close must be in accordance with the _________.

ii. Below the signature and name of the writer, his ____ is also written.

iii. In the main part of the body of the letter _____ is written..

iv. Dear Sir is the form of __________.

v. The body of the letter is usually divided into ______ part(s).

After having some idea about the various qualities and different parts of a good business

letter let us know about the different types of letter used in business correspondence.

What You Have Learnt

! Correspondence plays are important role in our daily life. It is the means through

which we exchange our ideas, thoughts and other information with our friends, relatives

and other people.

! We know that business operations are not limited to any locality, state or nation. Since

businessmen live at distant places they do not have sufficient time to contact their

customers personally. This difficulty has been overcome by writing letters. This is a

part Business Correspondence.

! The importance of Business letters (i) It helps in maintaining proper relationship (ii) It

is inexpensive and convenient mode of communication (iii) It creates and maintains

goodwill (iv) It serves as evidence (v) It helps in expansion of business.

! The essential qualities of a Business letter are:

Inner Qualities Outer qualities

Simplicity Quality of paper

Clarity Colour of the paper

Accuracy Size of the paper

Completeness Folding of letter

Relevance Envelope

Courtesy

Neatness

! The essential parts of a Business letter are (i) Heading (ii) Date (ii) Reference (iv)

Inside address (v) Subject (vi) Salutation (vii) Body of the letter (viii) Complimentary

close (ix) Signature (x) Enclosures (xi) Copy circulation (xii) Post script.

Terminal Exercise

1. What is meant by business correspondence?

2. How is personal correspondences different from business correspondence?

3. Explain the importance of writing a business letter.

4. Describe the inner and outer qualities of a good business letter.

Key to exercises (1-3)

Ex.1. I. i. evidence ii. impossible iii. goodwill iv. seek or give v.

convenient

II. i. T, ii. F, iii. F, iv. T, v. F

Ex.2. I. i. window, laminated ii. Please; Thank you, iii. relevant, iv. language,

v. attractive

II. a. iv,, b. iii, c. i, d. ii

Ex.3. i. salutation, ii. designation, iii. Subject matter, iv. salutation, v. three

 

Rules of Negotiations

Negotiation is a part of life we all have to deal with. Being able to do so successfully can make a big difference to our outcomes. Negotiation is a process that can be learned. Here are tips that might help you.

1. Remember, everything is negotiable. Don’t narrow a negotiation down to just one issue. Develop as many issues or negotiable deal points as you can and then juggle in additional deal points if you and the other party lock onto one issue.
2. Crystallize your vision of the outcome. The counterpart who can visualize the end result will most likely be the one who guides the negotiation.
3. Prepare in advance. Information is power. Obtain as much information as possible beforehand to make sure you understand the value of what you are negotiating. Remember, very few negotiations begin when the counterparts arrive at the table.
4. Ask questions. Clarify information you do not understand. Determine both the implicit and explicit needs of your counterpart.
5. Listen. When you do a good job listening, you not only gain new ideas for creating win/win outcomes but also make your counterpart feel cared for and valued. This also allows you to find out what the other party wants. If you assume that his or her wants and needs are the same as yours, you will have the attitude that only one of you can “win” the negotiation.
6. Set a goal for each deal point. Define your minimum level of acceptance for each goal. If you aren’t clear on your goals, you will end up reacting to the propositions of your counterpart.
7. Aim your aspirations high. Your aspirations will likely be the single most important factor in determining the outcome of the negotiation. You can aim high just as easily as you can aim low.
8. Develop options and strategies. Successful people are those who have the greatest number of viable alternatives. Similarly, successful negotiators are those who have the most strategies they can use to turn their options into reality.
9. Think like a dolphin. The dolphin is the only mammal who can swim in a sea of sharks or in a sea of carp. Dolphins are able to adapt their strategies and behaviors to their counterparts. Remember, even when negotiating with a shark, you have an option--you can walk away!
10. Be honest and fair. In life, what goes around comes around. The goal in creating win/win outcomes is to have both counterparts feel that their needs and goals have been met, so that they will be willing to come back to the table and negotiate again. An atmosphere of trust reduces the time required to create win/win outcomes.
11. Never accept the first offer. Often, the other party will make an offer that he or she thinks you will refuse just to see how firm you are on key issues. Chances are, if you don’t have to fight a little for what you want, you won’t get the best deal.
12. Deal from strength if you can. If that’s not possible, at least create the appearance of strength. If the other party thinks you have no reason to compromise in your demands, he or she is less likely to ask you to.
13. Find out what the other party wants. Concede slowly, and call a concession a concession. Giving in too easily tells the other party that you will probably be open to accepting even more concessions.
14. Be cooperative and friendly. Avoid being abrasive or combative, which often breaks down negotiations.
15. Use the power of competition. Someone who thinks it’s necessary to compete for your business may be willing to give away more than he or she originally intended. Sometimes just the threat of competition is enough to encourage concessions.

Skills of Negotiating

Most negotiations are conducted with a view to reaching a compromise agreement. Both parties together move towards an outcome which is to mutual benefit. This is a range of tactics which can help conduct negotiations. It’s no use immediately discussing business matters. The topic at the outset of negotiations should be neutral, non-business. It could be immediate experiences, the sort of journey the visitor has had; football, ice-hockey, the morning’s newspaper headlines, common interests, etc.

 

5 per cent of the negotiating time is devoted to breaking the ice. The two parties adjust their thinking and behaviour to one another.

If you want to follow the reaction of your visitor introduce in your speech the question — «Agree?».

 

At the very beginning of the talks get agreement covering the purpose, plan, agenda of a meeting.

Here is some advice to a negotiator:

1. First discuss major items, then minor items.

2. Follow the headlines of the plan one by one.

3. Come over to the next point after you have resolved the previous one.

 

If talks are difficult and you are in a deadlock, take time-out.

It will help you to build bridges yourself and your partner when you resume negotiations.

VOCABULARY TO STUDY AND USE

1. To launch talks/debates	розпочати переговори/дискусію
2. To disrupt/to break off/to interrupt business talks	припинити переговори, зірвати переговори несподівано
3. To resume talks	поновлювати, резюмувати
4. Resumption of talks	продовження (після перерви), поновлення
5. To cancel talks	анулювати переговори
6. Top-level/summit talks	переговори на вищому рівні
7. Round-table talks	переговори за круглим столом
8. Bilateral/multilateral talks	двосторонні/багатосторонні переговори
9. The talks resulted in …	переговори закінчились з … результатом
10.A deadlock in talks	мертва точка, безвихідь у переговорах
11.To sidetrack the negotiations	відводити переговори від теми
12.To talk to smb. from a position of …	вести переговори з кимось з позиції…

 

Effective Meetings

If you want to have more effective meetings, first you have to learn the basics. Here are some simple, easy-to-follow and proven guidelines that should be followed each and every time your group meets.

Print this page. Hang it on your meeting room wall. Write the guidelines on a poster. Memorize them by heart. Do whatever it's going to take to improve your meetings!

Guidelines you and your group can follow before, during and after your meeting:

1.	Only hold a meeting if necessary.
2.	All meetings must have clear objectives.
3.	Invite a neutral facilitator to sensitive meetings.
4.	All meetings must have an agenda which includes:
		topics for discussion
		presenter or discussion leader for each topic
		time allotment for each topic
5.	Meeting information needs to be circulated to everyone prior to the meeting. Make sure to include:
		meeting objectives
		meeting agenda
		location/date/time
		background information
		assigned items for preparation
6.	Meetings must start precisely on time so as not to punish those who are punctual. This also sets the stage for how serious you are about making the meeting effective.
7.	Meeting participants must:
		arrive on time
		be well-prepared
		be concise and to the point
		participate in a constructive manner
8.	Meeting notes must be recorded and made part of the company's meeting information archives.
9.	The decisions made by the group must be documented.
10.	Assigned action items must be documented, and the host, or an appropriate participant, must be appointed to follow-up on the completion of all action items.
11.	Meeting effectiveness must be reviewed at the end of each meeting and suggested improvements applied to the next meeting.

Telephone Etiquette Tips

Presenting a professional image, both in person and on the telephone, is very important in the Office Skills profession. Taking care of your customers over the telephone and making them feel well informed and appreciated is essential.Whether you are the front office receptionist or an executive secretary, the following phone tips should always be followed.

1. Speak clearly. A picture paints a thousand words but the caller on the other end of the phone can only hear you. They cannot see your face or body language. Therefore, taking the time to speak clearly, slowly and in a cheerful, professional voice is very important.

2. Use your normal tone of voice when answering a call. If you have a tendency to speak loud or shout, avoid doing so on the telephone.

3. Do not eat or drink while you are on telephone duty. Only eat or drink during your coffee break or lunch break.

4. Do not use slang words or Poor Language. Respond clearly with “yes” or “no” when speaking. Never use swear words.

5. Address the Caller Properly by his or her title. (i.e. Good morning Mr. Brown, Good afternoon Ms. Sanders). Never address an unfamiliar caller by his or her first name.

6. Listen to the Caller and what they have to say. The ability to listen is a problem in general but it is very important to listen to what the caller has to say. It is always a good habit to repeat the information back to the client when you are taking a message. Verify that you have heard and transcribed the message accurately.

7. Be patient and helpful. If a caller is irate or upset, listen to what they have to say and then refer them to the appropriate resource. Never snap back or act rude to the caller.

8. Always ask if you can put the caller on hold. If you are responsible for answering multiple calls at once, always ask the caller politely if you may put them on hold. Remember that the caller could have already waited several minutes before getting connected to you and may not take lightly to being put on hold. Never leave the person on hold for more than a few seconds or they may become upset and hang up.

9. Always focus on the call. Try not to get distracted by people around you. If someone tries to interrupt you while you are on a call, politely remind them that you are on a customer call and that you will be with them as soon as you are finished.

 

 

TELEPHONE

Dialogues

1. Making an Appointment

Secretary: Two-four-nine; double eight-double two.

Mr. Ivanov: I would like to make an appointment with Mr. Geffries. This is Mr. Ivanov speaking.

Secretary: Oh, yes, Mr. Ivanov. Good morning. I’ll get his schedule. Are you there?

Mr. Ivanov: Yes.

Secretary: When would you like to come, Mr. Ivanov?

Mr. Ivanov: Tomorrow, if possible.

Secretary: I’m afraid he’s tied up tomorrow. Is it urgent? If it is, perhaps we could fit you in somewhere.

Mr. Ivanov: No, it is not urgent. Is the day after tomorrow possible?

Secretary: What time would you like to come?

Mr. Ivanov: As late as possible in the afternoon.

Secretary: I’m sorry, that afternoon’s full too. How is Friday afternoon at five?

Mr. Ivanov: Yes, that’s perfect, thank you. Good bye.

2. Invitation to a Reception

Operator: Foreign Office. Good morning. Can I help you?

Mr. Orlov: I’d like to speak to Mr. Games Marsh, please. I think it’s extension forty-seven.

Operator: Who’s calling, please?

Mr. Orlov: Mr. Orlov.

Operator: Will you hold the line, please?

Mr. Orlov: Yes, thank you.

Operator: You are through now, Mr. Orlov.

Mr. Marsh: Marsh speaking.

Mr. Orlov: Good morning, Mr. Marsh. Orlov calling.

Mr. Marsh: Good morning. How have you been?

Mr. Orlov: Very well, thank you. And I hope you are well too.

Mr. Marsh: Yes, I’m fine, thank you.

Mr. Orlov: I’m calling to invite you and your wife to the reception to be held on the occasion of our holiday the 25th Anniversary of our Enterprise. It will take on October 7, at 6 p.m.

Mr. Marsh: Thank you very much. I’m delighted to accept your invitation.

 

Mr. Orlov: Good. I’ll get the invitation card in the mail late this afternoon then. I’m looking forward to seeing you. Good-bye.

Mr. Marsh: Bye-bye, Mr. Orlov.

 

3. A Hotel Reservation

Receptionist: Reception desk. Tavistock Hotel. Good morning.

Mr. Serov: Good morning. This is Intourist. We’d like to make a reservation for Mr. Kozlov.

Receptionist: Could you spell the name, please?

Mr. Serov: Yes, certainly. K-o-z-l-o-v.

Receptionist: Thank you. What accommodation do you require?

Mr. Serov: A single room with private bathroom, for three nights from the 7th of October.

Receptionist: Would you hold on a moment, please. I’ll see whether we have the accommodation available.

Mr. Serov: Thank you.

Receptionist: Yes, I can reserve a single room with bath, from the 7the of October, for three nights. It’s an inside room on the fifth floor.

Mr. Serov: Would you please see that’s a quiet room?

Receptionist: We will try.

Mr. Serov: Thank you. What will the charge be?

Receptionist: 10.50 daily, plus 12 % service charge, inclusive of break­fast. Would you please confirm this reservation in writing?

Mr. Serov: Yes, I’ll write you today.

Receptionist: Thank you. Good bye.

Mr. Serov: Good-bye.

ROLE PLAY

1. You are making telephone call (to a friend, to an official).

2. You inquire about the telephone number of a person you need to speak with.

3. You want to change the appointment.

Job Application Letters

Writing job application letters, and job application letter samples, examples, and templates to use to write application letters to send with a resume when applying for jobs.

 

Many employers require all applicants, regardless of the job they apply for, to complete a job application form. This way the employer will have consistent data on file for all prospective applicants.

Letters of Invitation

The content and presentation of any invitation letter reflect your refined attributes like courtesy and modesty. The format of the letter depends on the nature of the occasion and the person whom you are inviting. For example, a wedding invitation proposal is just the opposite of a business letter. Similarly invitations for birthdays, slumber parties, baby shower ceremonies or any kind gathering have their own theme, format and composition. Invitation letters for sales, grant and convocations have a separate format which is more of formal type.

As already said that presentation of the letter is very important. Make sure that you have written it well and have checked it thoroughly. Enclose the letter in a decent envelope. You can wrap the envelope for informal letters with a satin or an organza ribbon. You can also attach a handwritten calligraphy to represent your sense of style. If it is an invitation for Christmas, Valentine's day or any other significant occasion, you can also attach a themed prose along with it. Keep the presentation as much as simple for a formal invitation letter.

OFFICE MANNERS

If you really want to be a success as a businessman, promise yourself:

¾ to be so strong that nothing can disturb your peace of mind;

¾ to talk about health, happiness and prosperity to every person you meet;

¾ to make all your colleagues feel that there is something in them;

¾ to look at the sunny side of everything¹ and make your optimism come true;

¾ to think only of the best and to work only for the best and expect only the best;

¾ to forget the mistakes of the past and press on the greater achievements of the future;

¾ to give so much time to the improvement of yourself that you have no time to criticize others;

¾ to be too large for worry, too noble for anger, too strong for fear and too happy to permit the presence of trouble.

YOUR OFFICE MANNERS

Introductions

Introductions are usually made by your boss or the boss’ assistant or secretary in the formal business pattern.

 

When introducing people to each other, don’t worry about the technicalities of introductions², just remember that:

¾ A man is always presented to a woman, not a woman to a man.

¾ The honored one’s name is said first, the name of the person being presented follows.

¾ «May I present?» or «May I introduce?» or «I have the honour to present». They are all correct, but they’re a bit stiff for modern usage. A plain and simple, «Mrs. Hamment, Mr. Crown» is enough — or, if you like, «Mrs. Hamment, this is Mr. Crown». And you needn’t go on to give each a biography.

¾ Present the young to the old, the lesser to the greater.

 

When you are introduced you stand, whether being introduced to a man or to a woman.

 

Please note: it is never correct to call anyone in business like «pal», «bud», «baby», ‘Honey» or «darling». Pet names are considered cheap.

Don’t say: How are you?

Do say: How do you do? (formal) Hello. (informal)

Only after this routine you can say «Pleased to meet you», «Nice to meet you».

THE SECRETARY

Drawing room manners⁵ are out of place in an office, and you are not expected to jump to your feet and hold a chair for your secretary every time she comes into your office. But take care not to treat her as if she were nobody⁶. You should say a pleasant «Good morning» when you come in and «Please» and «Thank you» at every opportunity.

 

This is what you should expect from your secretary:

a) Polite handling of the telephone calls.

b) Courteous handling of the visitors.

c) Confidential treatment of the business and private affairs.

d) A business like air.

 

It means:

¾ calling you «Mr» in front of outsiders;

¾ wearing clothes suitable for the office;

¾ confining her personal phone calls to the minimum⁷;

¾ asking you if you will need her any longer before she covers her typewriter (computer).

THE RECEPTIONIST

The receptionist should dress conservatively⁸, sit quietly⁹, and attentively, speak softly, address and refer to employees and visitors formally, and stay off the telephone except on matters of business. When the receptionist calls you to say that someone is there to see you, she should always speak in the third person: «Mr. Ross to see Mr. Wright» never «Mr. Wright, there’s Mr. Ross out here to see you».

 

Here are some «Don’ts» and «Do’s» for the receptionist:

Don’t say: Wait a minute. Who are you? What do you want to see him about? He’s busy.

Do say: May I help you? Let me ring his office to see if he is in. Is he expecting you? Mr. Wright’s secretary will be right out. Won’t you sit down for a minute, please?

THE MAILROOM CLERK

Mail clerks should be asked to move around the office quietly and to avoid interrupting others with chit-chat as they make their appointed rounds. They should lay the mail on desks or in file boxes, not dump or throw it.

PATTERNS

Dialogue I

Secretary: Mr. Wright’s office. Miss Brown’s speaking.

Caller: Mr. Wright there, please?

Secretary: Sorry, but he’s not available just now. May I help you? … or Is there anyone else you’d care to speak to?

Caller: No — when could I reach him?

Secretary: I expect to hear from him in about an hour. … or — He’s at a meeting which will probably last until lunch time. … or He has someone with him just now, I’m not sure how soon he’ll be free. … or — May I tell him who called?

Caller: Well, I’ll call again this afternoon.

Don’t say «He’ busy» … or: «He’s tied up». It is impolite.

Dialogue II

Caller: Would you have him call Philip Ross, please?

Secretary: Will you give me the number please, in case Mr. Wright hasn’t it handy?

Caller: It’s 3-8-4-1-4-3-8.

Secretary: Thank you. I’ll ask him to call as soon as he’s free.

Make your own dialogue according to the patterns:

Caller: This is Philip Ross. Do you know if he’s had any word on the computers deal yet?

Secretary: No, I don’t — but I know he’d want to speak to you about it. He’s at a meeting, but it ought to break up soon…

ROLE PLAY

1. You are a secretary. Your boss has gone to another room. His friend is calling him.

2. You are at the restaurant with a businesswoman. You have to introduce her to your partner.

DISCUSSION

1. Discuss what you have learned from the text about the following:

1. the manners of the manager,

2. the manners of the secretary,

3. the manners of the businessman at a restaurant,

4. the everyday etiquette in everyday social life.

 

2. Think and answer the questions:

1. What hints can you give for the businessman as a new employee?

2. What are the forms of address?

3. What are the hints for the receptionist?

4. What are the duties of the secretary?

 

BUSINESS CONTACTS

MAKING CONTACTS

Making contact is very important in business. Numerous problems and complications of the business done with firms and companies make the use of different methods of business communications a necesssity.

 

You may use telex, telephone, telegraphic and SWIFT¹ communi­cation for making contact. The growing use of the telephone and telegraph is reducing the need for letter writing. But the writing of letters continues in spite of all modern means of communication; in fact most of telephone and telegraph communications have to be confirmed in writing.

 

The telex is a very efficient method of making contact. It is as fast as telephone service, and as accurate as a typewriter. A major advantage of the telex is that a sender may transmit a message 24 hours a day, even if the machine is left unattended. The language of the telex message is similar to the language used in telegraphic services, with the same rules, but there are extra abbreviations and conventions. Usually, in companies or firms, there is a telex operator who will send messages for you. Sometimes, however, you may have to send an urgent telex yourself, in English.

 

Most people prefer phoning in their contacts. This method of communication is fast and simple. A few common expressions are enough for most telephone conversations in making contacts.

 

The day before the meeting you may want to call your contact to confirm the arrangement before arriving at the firm. But it is not always possible to follow your original plans.

 

You or your contact may want to change an appointment. If one wants to change the appointed date, it’s better to apologize and suggest another date.

If you make a «cold call»², you could have difficulty in getting past the secretary of the person you want to see. You should know a few suggestions of things you might say to the secretary.

Before talking about the details of your business, there is usually a period of social conversation (small talk) which can be difficult. A good tactics is to ask questions for «breaking the ice»³. There are three reasons for this: most people like talking about themselves; it is easier for you to listen; you may learn something useful.

If the small talk continues too long, you may want to change the subject to business matters and talk about the reason you have arrived. After every visit to a company, it can be useful to keep in touch.

There are some ways «to keep the door open»: telexing contacts, writing to contacts, paying visits, sending a facsimile and so on.

Some contacts do not keep in touch, you have to telephone them to let them know that you still exist. The most difficult contacts say very little on the telephone. This can be because of their personality, their attitude to you, or their difficulty with English.

If they do not speak, you have to.

COMMENTS:

1. SWIFT (Society for World-wide Interbank Financial Telecommunicati­on) — міжнародна міжбанківська електронна система платежів (СВІФТ)

2. to make a «cold call» — нанести візит без домовленості

3. «to break the ice» — зламати кригу, покласти початок (розмові, справі і т.п.)

4. «to keep the door open» — сприяти продовженню подальших контактів (зв’язків)

 

VOCABULARY TO STUDY AND USE

 

1.Contact Contacts To contact (with) To make contact	знайомий (звич. діловий) амер. контакти, знайомства, зв’язки бути в контакті встановлювати зв’язок
2. Complication	1) ускладнення 2) заплутанність, складність
3. Communication	1) сполучення, зв’язок 2) засоби сполучення
4. Necessity	необхідність, потреба
5. To reduce	зменшувати, послаблювати, знижувати, скорочувати
6. To confirm Тo confirm an appointment	підтверджувати, підкріпляти затверджувати зустріч
7. Accurate	точний, правильний
8. Sender	відправник
9. To transmit	1) передавати 2) відправляти, посилати
10. Message	повідомлення, лист, послання
11. Unattended	тут: без нагляду
12. Extra	особливий, окремий, додатковий, позачерговий
13. Abbreviation	абревіатура, скорочення (яке вживають у письмі і розмові)
14. Convention	умовність, загальна згода, звичай, договір, угода, конвенція
15. Urgent	1) терміновий, негайний, настійний 2) дуже необхідний
16. Arrangement	домовленість, угода, улаштування
17. Apologise	перепрошувати, вибачатись
18. To manage	1) справитися, впоратися з, примудрятися 2) управлятися, керувати, завідувати
19. To suggest Suggestion	пропонувати, радити пропозиція, порада, вказівка
20. Original	новий, свіжий, справжній, первісний, початковий
21. Call	1) візит, відвідування, відвідини 2) виклик, телефонний виклик
22. Past	мимо
23. Social	світський, товариський, громадський, суспільний
24. Tactic (s.)	тактика (вживається як у одн., так і у множ.)
25. Touch In touch with smb. To get in touch with smb. To keep in touch	контакт, спілкування, зв’язок у контакті з кимось зв’язатись з кимось підтримувати контакт (зв’язок)
26. Facsimile	факсиміле
27. Attitude	відношення, позиція, ставлення
28. Personality   EXERCISES:	особисті риси, особливості характеру, особистість

Exercise 1. Fill in the blanks with necessary words:

1. Mr. Stock has got … with Mr. Brown for 10.30 tomorrow morning.

2. I’m afraid he is not in the office at the moment. Would you like to leave any … for him?

3. You may want to call your contact to … the arrangements you have made.

4. You have tried to … them by phone.

5. After every visit to a company it will be useful to keep in ….

6. … greets the visitor and finds out who he wishes to see.

7. Usually, in companies or hotels, there is telex … who will send messages for you.

8. Before talking about the details of your business, there is usually a period of … conversation which can be difficult.

9. The most difficult … say very little on the telephone.

10.The telex is a very efficient method of ….

Exercise 2. Complete the following sentences:

1. Numerous problems and complications of the business done with firms and companies make ….

2. The writing of letters continues in spite of all modern means of communication, in fact ….

3. A major advantage of the telex is that ….

4. You should apologize for not managing the day arranged and then ….

5. If you make a «cold call», you can have difficulty in ….

6. If the small task continues too long, you may want to change the subject business matters and ….

7. There are some ways «to keep the door open» to ….

8. A good tactic for «breaking the ice» is ….

9. There are three reasons for this ….

10.Some contacts do not keep in touch, you have ….

Exercise 3. Translate into English:

1. Якщо у вас є проблеми та ускладнення, зв’яжіться з нами.

2. Більшість телефонних та телеграфних повідомлень доводиться підтверджувати в письмовій формі.

3. Для встановлення контактів використовуються телексний, телефонний та телеграфний зв’язок.

4. Мова повідомлень телексу схожа на мову, яка використовується в телеграфному зв’язку. Але в ній існують особливі скорочення та умовності.

5. Більшість людей надає перевагу встановленню зв’язку по телефону зі своїми діловими партнерами.

6. За день до зустрічі можна зателефонувати діловому партнерові, щоб підтвердити домовленість.

7. Не завжди можливо дотриматися початкових планів. Іноді доводиться змінювати попередню домовленість.

8. Перші слова при зустрічі бувають найскладнішими. Потрібно вміти «зламати кригу», тобто покласти початок розмові.

9. Після кожного візиту до фірми корисно підтримувати зв’я­зок з цією фірмою.

PATTERNS

Make up your own dialogues according to the patterns:

I. Confirming and Changing Appointments

A: Hello, Mr. Rossi? This is the Australian Chemical Bank. I’m Mr. Whitley’s secretary. I understand you have an appointment for 10 a.m. on Tuesday 13th. I’m afraid Mr. Whitley is rather tied up then. Could I suggest Monday instead?

B: Yes,I’m sure that will be OK.

***

A Hello, Mr. Rossi? Tim Brown, your agent. Small problem. Our meeting for Friday is all right, but Monday afternoon is likely to be difficult: someone is coming to see us who might be a useful outlet for some of your range. Perhaps we could change our meeting to Tuesday afternoon?

B: Yes, OK. Right, that’s fine.

***

A: Mr. Rossi? It‘s Jenny Kisella here. From B.I.G. I’m sorry, but my colleagues can’t all make it on Thursday afternoon. Could I suggest we meet on Tuesday instead?

B: Er…yes… why not? OK… Well, thank you very much.

***

A: Hello again, sorry Tim Brown here again. I forgot; I have some other customers visiting on Friday morning. How about meeting on Thursday sometime, if that’s all right with you?

B: Right. Sorry to be difficult. Thanks a lot, Mr. Rossi. Bye now.

***

A: Mr. Rossi? Good morning. I’m ringing for Mr Lund of Lund and Lund Associates. He’s very sorry, but he won’t be able to manage Wednesday afternoon. Could I suggest Friday afternoon instead?

B: Well, I think that should be all right. I’ll give you a call this afternoon to confirm. Thank you. Good bye.

 

II. At Reception

 

Visitor:	Good morning. My name’s Stock. I’m the new technical adviser. I’ve got an appointment with Mr. Hopkinson at 11.30.
Receptionist:	That’s right, Mr. Stock. Mr. Hopkinson is expecting you. Do take a seat, please. Oh, Mr. Hopkinson, Mr. Stock’s here now. Oh, I see. Very good. I’m sorry, Mr. Stock. Mr. Hopkinson’s at a meeting, but it’ll be over in a couple of minutes. If you’d just like to wait over there, I’ll see if I can rustle up a cup of coffee for you. There are some magazines on the table over there.
Mr. Stock:	Thank you very much. I’m a bit early, actually.
Receptionist:	Reception. Very good, Mr. Hopkinson. Oh, Mr. Stock, Mr. Hopkinson’s on his way down now.
Receptionist:	Good morning, sir. Can I help you?
Visitor:	I’ve got an appointment with the Company Secretary.
Receptionist:	Yes, may I have your name, please?
Visitor:	McCluskey. I’m from Jonsons.
Receptionist:	Oh, yes, he’s expecting you. It’s on this floor. Go round past the lift to the left…do you see? It’s the first door on the left from here, just past the typing pool.
Visitor:	Thank you very much.

III. Making a «cool call»

 

Visitor: I wonder if I might have a word with Mr. Rodgers?

Secretary: I’m afraid he can’t see you without an appointment.

Visitor: I’m sorry, I tried to ring in advance, but I could not get through.

Secretary: Sorry, but I can’t let you see him unless you’ve arranged a meeting.

Visitor: Would you tell him I’m here, please.

Secretary: Sorry, but I have my instructions.

Visitor: It should only take a few moments.

Secretary: Mr. Rodgers is a very busy man, you know.

Visitor: I don’t mind waiting until he’s free.

Secretary: He did ask me not to disturb him.

Visitor: I’m only here for a brief visit before I return home.

Secretary: I’m afraid he isn’t available at the moment.

Visitor: I’m sure he’d be sorry if we weren’t able to me meet.

Secretary: Very well, I’ll tell him you’re here.

ROLE PLAY

Problem I

You want to call Mr. Smith to confirm the appointment with him for 10.15 tomorrow morning at his office.

Role I You call Mr. Smith to confirm the arrangement for 10.15 tomorrow morning at this office.

Here are the expressions you need:

I’m ringing to confirm our meeting tomorrow.

10.15 at your office, as arranged?

as we agreed?

as we said?

Role II You are Mr. Smith. You hear the telephone ring. You listen to caller and answer him using the expression:

Good. I look forward to seeing you. Good bye.

Problem II

You have already arranged another meeting for 10.15 tomorrow. You want to change this appointment. Your contact doesn’t want to change the order in which you visit him.

Role I You want to change the appointment for 10.15 tomorrow. First apologize for not managing the day he suggests.

To apologize say:

I’m afraid that..

I’m sorry…

To suggest another time say:

Could I suggest …?

What about …?

Perhaps…?

Role II You are Mr. Smith. You hear the telephone call, answer it. You don’t like the idea of changing this appointment, you say about it, but then you agree.

Use the expressions:

I’m very sorry. What could you suggest instead?

Would you give me a call to confirm?

Right. Thank you. Good bye.

Problem III

A visitor comes to the office without having arranged an appoint­ment. A secretary greets the visitor and finds out whom he wishes to see.

The visitor has a difficulty in getting past the secretary of the person he wants to see.

Role I: You are the secretary who greets the visitor and finds out whom the visitor wishes to see.

Use the following language:

Greeting: Good morning (afternoon). Can I help you?

Asking for some information: Can I have your name, please?

Do you have an appointment?

I’m afraid he can’t see you without an appointment.

He did ask me not to disturb him.

Very well, I’ll tell him you are here.

Role II: You are the visitor who has come to the office. You haven’t got an appointment. Try to obtain an interview with the Manager.

Use the following language:

Greeting: Good morning (afternoon).

Giving some information: My name is …

I’ve come to see …

I haven’t got an appointment with …

I’m from ….

I’m sorry,I tried to ring in advance,but could’t get through.

I’m sure he’d be sorry if we weren’t able to meet.

НАЙБІЛЬШ ВЖИВАНІ СКОРОЧЕННЯ

Адреса:

Apt Apertment — квартира

Ave. Avenue — авеню

Bldg. Building — будівля

Blvd. Boulevard — бульвар

Dr. Drive — проїзд

Pkwy. Parkway — широка вулиця з елементами садово-паркової архітектури, по якій заборонений проїзд важкого транспорту

PI. Place — 1) площа; 2) невелика вулиця, тупік

Р. О. Post Office — пошта

Р. О. В. Post-Office Box — абонементний ящик

Rd. Road — дорога

Rte. Route — дорога, шоссе

Rw., Rwy. Railway — залізна дорога

Sq. Square — площа

St. Saint — святий

St. Street — вулиця

Час

A.D. Anno Domini — нашої ери

В. С. before Christ — до нашої ери

GMT Greenwich mean time — час по грінвічському ме­ридіану

CST Central standard time — центральний поясний час (США)

EST Eastern standard time — східний поясний час (США)

MST Mountain standard time — гірський поясний час (США)

PST Pacific standard time — тихоокеанський поясний час (США)

a. m. ante meridiem — до полудня

p. m. post meridiem — після полудня

Дні тижня

Mo. / Mon. Monday — понеділок

Tues. Tuesday — вівторок

Wed. Wednesday — середа

Thurs. Thursday — четвер

Fri. Friday — п’ятниця

Sat. Saturday — субота

Sun. Sunday — неділя

Місяці

Jan./ J. January — січень

Feb. February — лютий

Mar./ M. March —березень

Apr. April — квітень

M. May — травень

J. June —червень

J. July — липень

Aug. August — серпень

Sept. September — вересень

Oct. October — жовтень

Nov. November — листопад

Dec. December — грудень

Знаки

@ at the rate of — за ціною

/ and, or — і,або

$ dollars — долари

£ pounds — фунти стерлінгів

% percent — відсоток

# number — номер

& and — і

© copyright — авторске право

 

Різне

а/с account — рахунок

ACC/ACCOM — приміщення,квартира, житло

ADD — додаток,додатковий

ADV — порада,радити

АОВ any other business — будь-яка інша угода, будь-яке інше питання

ARR — прибуття,приїзд

ARR/ ARRGM — угода,домовленість

APPROX — приблизно

A/R all risks — будь-яка випадковість

ASSAP — наскільки можливо швидко

ATTN — увага

bbl barrel — баррель (140,6 — 190,9 л)

BFOR — lj

с cents — центи

сс carbon copy — копія

CD cash discount — скидка при оплаті готівкою

Co. Company — компанія

CFM —підтверджувати

с/о care of — через, за адресою

COD cash on delivery — оплата обкладеним платежем

contd. continued — продовження слідує

Corp. Corporation — корпорація

DOCS — документи

D/A documents attached — документи додаються

Dept. Department — департамент

do. ditto — те ж саме

doz. dozen — дюжина

Dr. Doctor — доктор

e.g. exempti gratia (лат.) — нап