I.The Beginning of Business Talks

 

1. Business talk	ділова розмова
2. To have business talks	проводити ділові переговори
3. To make an appointment	домовитись при зустріч
4. To receive smb.	прийняти когось
5. Card	візитна картка
6. To offer some coffee	запропонувати каву
7. To get down to business	переходити до справ
8. Tо discuss some (a few) questions	обговорити декілька питань
9. To need to have an interpreter	потребувати перекладача

II. The Establishment of Business Contacts

 

1. To maintain business contacts	підтримувати ділові контакти
2. To be interested in cooperation	бути зацікавленим у співробітництві
3. Fruitful cooperation	плідне співробітництво
4. To send a delegation	направити делегацію
5. Personal contacts	особисті контакти

 

III. Inquiry and Offer

 

1. Inquiry for	запит на
2. To send	направити
3. To receive	одержати
4. To study	розглядати
5. To accept	приймати
6. To confirm	підтверджувати
7. To revise	переглядати
8. To decline	відхиляти

 

IV. Contracts

 

1. Order	замовлення
2. General terms and conditions	основні умови
3. To place an order for	розміщувати замовлення
4. To make a contract	укладати контракт
5. Small, big and trial order	маленьке, велике та пробне замовлення
6. Standard contract	типовий контракт
7. Standard terms and conditions	стандартні умови
8. To offer terms and conditions	запропонувати умови
9. To accept a contract	прийняти контракт
10.To discuss a contract	обговорювати контракт
11.Clause of a contract	пункт контракту
12.Clause by clause	пункт за пунктом
13.Draft contract	проект контракту
14.Integral part of a contract	невід’ємна частина контракту
15.Terms of delivery	умови постачання
16.Time of delivery	строк постачання
17.Guarantee period	гарантований термін (строк)

 

EXERCISES

Exercise 1. Fill in the blanks with the necessary words:

1. I don’t know English well enough, that’s why I need an ….

2. I’m glad you are not in a hurry and we … today.

3. Your idea sounds encouraging. We can get ….

4. Our manager would like … with you.

5. The bank makes a long term to clients, that’s why we … cooperation.

6. The number of new products is coming into the market. We will start market research and I think our cooperation will be ….

7. Your prices on these items are too high. That’s why we ….

8. We … you to start a car repair shop.

9. I think we’ll … your offer, because tape recorders are so popular unless the price is too high.

10. I’m not sure, that’s why we have to discuss the contract clause ….

11. We have already been discussing the … of the contract for 3 hours, but we have not come to any final decision yet.

12. We enclose a list showing the goods we require for … by the end of April.

13. It is so complicated to sell the … to a foreign company with different currencies.

14. We are always on the look out for products of good ….

Exercise 2. Complete the following sentences:

1. I’m thinking of starting my own business that’s why I have to discuss ….

2. We’ll have a business talk with ….

3. We‘ll make an appointment ….

4. Fruitful cooperation brings ….

5. Our firm has established business ….

6. Whatever the reason, we are anxious to establish ….

7. We are interested in cooperation, because ….

8. Have you received …?

9. We have to decline your offer, because ….

10. Our firm must pay a lot of money for delivery, that’s why we ….

11. The manager has signed a favourable ….

12. The time and the date of delivery are attached to the present contract, that’s why …

13. The firm has already fixed the price and total amount of the contract and ….

14. We have signed a standard contract, that’s why ….

15. The sellers will guarantee the quality of the sold goods for ….

16. Quality certificate issues ….

17. Clients can be made for the quality of the goods if it doesn’t ….

Exercise 3. Translate into English:

1. Я погано розмовляю англійською, тому мені необхідно мати перекладача.

2. Прошу передати мою візитну картку містеру Н.

3. Чи може нас прийняти містер Н.?

4. Займайте свої місця, та давайте перейдемо до справи.

5. Представник нашої фірми має бажання обговорити з Вами декілька питань.

6. З якими країнами ви маєте торгові відносини?

7. Я сподіваюсь, що наші ділові контакти будуть плідними.

8. Ви зацікавлені в цьому співробітництві?

9. Ми тільки-но вийшли на ринок з цим товаром. (to introduce smth to …).

10. У нас великий досвід в експорті цього товару.

11. Ми відіслали Вам наш запит минулого тижня / в кінці місяця / на початку цього місяця / 10 квітня.

12. Ми змушені переглянути / відхилити / погодитись на цю пропозицію.

13. Пропозиція потребує вашого підтвердження.

14. Ви отримали наш запит на машини (меблі, обладнання).

15. Ми б хотіли обговорити контракт на поставки цього товару пункт за пунктом.

16. Цe наші стандартні умови постачання.

17. Ми можемо запропонувати вам товар високої якості.

 

ROLE PLAY

Problem I

You are a manager of a firm. You want to make an appointment and have a business talk. Please, do it.

Problem II

You are a sales manager of «Sony» Company. Your firm sells high-quality TV-sets. You want to deliver TV sets. Discuss, please, the terms, the time and the guarantee period of delivery with representative of a big shop.

Problem III

You are a director of a shop. You don’t like the terms of delivery. Make an appointment to a sales manager and change the terms of the delivery.

 

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.

 

 

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