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Hints for the businessman’s social life ⇐ ПредыдущаяСтр 6 из 6
Whether by choice or by chance there’ll be time when business and social lives are entwined, for business reasons.
That’s why there are essentials of everyday etiquette in everyday social life: ¾ Stand up whenever a woman enters a room if you are sitting, and keep standing until she sits or goes. ¾ Stand up for introductions, greetings and leave-takings. ¾ Stand up when someone, man or woman, is trying to pass in front of you while sitting in the theatre. ¾ Stand out of the elevator (and out of the way), when someone farther back wants to get out and you are blocking the door. ¾ Walk on the street-side of the sidewalk to «protect» your woman companion. Keep her on your right. ¾ Take off your hat when you are indoors, except in lobbies, corridors, department stores. ¾ Shake hands for all introductions and all goodbyes to men, but don’t offer your hand to a woman unless she extends hers first. ¾ You get off the bus first. ¾ Hold all doors for the woman. ¾ Hold all chairs for the woman when she sits and when she rises. ¾ Help her in and out of her coat. ¾ Relieve her of heavy things — suitcases, briefcases, books, etc. AT A RESTAURANT WITH A BUSINESS WOMAN You check you hat10 and coat first, then you offer to check her things. ¾ She goes ahead of you to the dining-room. ¾ First you repeat her order to the waiter, than you repeat your own. ¾ When speaking to the waiter, you must refer to her «the lady»: «Salad for the lady», not «she will have salad». ¾ When it’s time to go, you ask the waiter to bring the check. ¾ Once payment is made, you stand, walk around to help her, then allow her to precede you to the checkroom. You claim your hat and coat, ask the doorman to get you a taxi — and you are off. BASIC RULES OF SOCIAL ETIQUETTE In public the best manners are the quietest. Try not to attract attention to yourself. Be careful of compliments. Give them in private, whenever possible. Don’t use a lot of foreign words and phrases. Don’t say, «Huh?» or «What» when you mean «What did you say?» or «Sorry — I didn’t hear what you said». Сomments 1. to look at the sunny side of everything — бадьоро дивитися на життя 2. technicalities of introduction — процедура знайомства 3. to keep promises — тримати слово 4. to criticize somebody in private — критикувати кого-небудь віч на віч 5. drawing room manners — світський тон 6. as if she is nobody — ніби вона пусте місце 7. confining to the minimum — звести до мінімуму 8. to dress conservatively — одягатись строго 9. to sit quietly — триматись скромно 10. to check the hat — здавати шляпу Vocabulary
Exercise 1. Fill in the blanks with the necessary words:
1. Introductions are usually made by your boss or the boss’ assistant or secretary in the … …. 2. If you really want to be a success as a businessman, you must be so strong, that nothing can … your peace of mind. 3. There are some … for the businessman as a new employee. 4. Criticize, if you must, only in …. 5. … should dress conservatively and sit quietly. Exercise 2. Complete the sentences: 1. … … should lay the mail on desks or in file boxes, not dump or throw it. 2. The receptionist should dress …. 3. … … … are out of place in the office. 4. Confining your personal phone calls to the …. Exercise 3. Translate into English: 1. Запросіть, будь ласка, містера Брайта. — Одну хвилинку, я зателефоную йому. 2. Почекайте, будь ласка, хвилинку. 3. Зараз вийде секретар містера Брауна. 4. Не міг би він вам передзвонити? 5. Чим я можу допомогти вам? 6. Вставайте кожного разу, коли в кімнату заходить жінка. 7. Подивіться в люстерко перш ніж вийти з дому. 8. Задавайте питання, щоб підтримати бесіду. 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.
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
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
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.) — наприклад enc., end. enclosure — додаток et al et alii (лат.) — та інші etc et cetera (лат.) — і так далі FAO — до уваги FLGT — рейс ft foot — фут (30,48 см) gal gallon — галлон (3,79 л) HQ headquarters — штаб-квартира hrs hours — години i.e. id est (лат.) — тобто i/c in charge of — виконуючий обов’язки in inch — дюйм (2,54 см) Inc. Incorporated — той,що має статус корпорації INFO — інформація int. interest — відсотки intl. international — межнародний Ib pound — фунт (453,59 г) LE latest estimates — останні дані LST — останній Ltd. Limited — з обмеженою відповідальністю LTR — лист ml mile — миля (1609 м) M&S marketing & sales — маркетинг та продаж MTG — зустріч N — і, та N/C no charge — без начислень NO —номер,кількість NXT —наступний OH overhead expenses — накладні витрати OK — згода,я погоджуюсь OURLET — наш лист OURTECON — наш телефонний дзвінок oz ounce — унція (28,35 г) p. page — сторінка p.a. per annum (лат.) — в рік PA personal assistant — референт pcs pieces — одиниці(штуки) P&L profits & losses — прибутки і втрати PLS — будь-ласка pt pint — пінта (0,47 л) P.O. peyment order — платіжне доручення pls please — будь-ласка RPLY —відповідь qt quart — кварта (0,95 л) THKS — дякую TM trade mark — торгова марка U — ти,ви UR — твій,ваш USD United States dollar — доллар США VAT value added tax — ПДВ VP vice president — віце-президент VST — візит vs versus (лат.) — проти WK — тиждень w/c week commencing — тиждень,що починається w/c without charge — без оплати yd yard — ярд (91,44 см)
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What are the duties of the secretary?
