- •В. С. Слепович business communication
- •Минск ТетраСистемс 2002
- •Isbn 985-470-048-8 удк 802.0(035.5):338 ббк 81.2Англя2
- •Раздел 1. Структура письма
- •1.1. Заголовок, или адрес отправителя
- •3007 Tilden Street, n.W., Suite 5m, Washington, d.C. 20008-3009 Tel. 202/686-4000 • Fax 202/362-3442 • Internet: info@ciesnet.Cies.OrgAffiliated with the American Council of Learned Societies
- •1.4. Специальные почтовые отметки
- •1.5. Уведомление о конфиденциальности (Confidential)
- •International monetary fund washington d с 20лэ1
- •1.2. Номер документа(Reference)
- •1.3. Дата(Date)
- •Industrial House 34-41 Craig Road Bolton bl4 8tf united kingdom
- •1.7. Указание на желательность ознакомления
- •1.8. Обращение(Salutation)
- •1.9. Заголовок к тексту(Subject)
- •Завершение(Close)
- •1.12. Подпись(Signature)
- •1.13. Пометка об исполнителях
- •1.14. Приложения(Enclosures)
- •1.15. Копии письма (Copies)
- •Раздел 2. Содержание и стиль письма
- •2.1. Размер письма(Letter Size)
- •2.2. Построение письма(Letter Composition)
- •Раздел 3. Виды писем (Types of Letters)
- •Запрос представителя розничной торговли зарубежному производителю: в. Cottwold &Co. Ltd.
- •3.2. Ответы на запросы(Replies)
- •Образец письма, в котором содержится ответ на запрос:
- •3.3. Заказы(Orders)
- •3.4. Рекламации (Complaints)
- •Образец письма-рекламации по поводу получения поврежденного товара:
- •3.5. Кредит(Credit)
- •Образец письма с просьбой о возможности оплаты открытым счетом:
- •11 Mead Road, Swansea, Glamorgan 3st 1dr Telephone: Swansea 58441 vat No. 215 2261 30
- •Перевод текстовой части письма:
- •Перевод текстовой части помещенного выше письма с положительным ответом:
- •Перевод текстовой части помещенного ниже письма с отказом в просьбе о предоставлении товара в кредит:
- •Образец письма с отказом в просьбе о предоставлении товара в кредит:
- •J.K.B. Products Ply.
- •127, High Street, Wellington Directors: c.M. Perimann, l.F. Drozin
- •3.7. Транспортировка груза(Transportation/Shipping)
- •Просьба сообщить стоимость доставки груза по воздуху.
- •Перевод текстовой части письма:
- •Ответ авиакомпании о доставке груза по воздуху:
- •Benttley-MasoH Inc.
- •Перевод текстовой части письма:
- •3.8.1. Условия расчетов / платежа
- •3.8.2. Страхование(Insurance)
- •3.8.3. Форс-мажорные обстоятельства
- •825 E. Taft Ave. Bakersfield, California, usa 92305e-mail: gogden@frii.Com
- •If you have any questions, please e-mail or write. I am currently a member and Past President of the Rotary Club in Bakersfield, California, usa.
- •3.8.6. Поздравление(Congratulation)
- •3.8.7. Соболезнование (Condolence)
- •3.8.8. Благодарность за гостеприимство
- •3.8.9. Бронирование гостиницы(Hotel Reservation)
- •Раздел 4. Факс и электронная почта
- •4.1. Факс(Fax)
- •4.2. Электронная почта(e-mail)
- •5. Не злоупотребляйте разговорными фразами в начале и конце сообщений
- •7. Используйте общеупотребительные сокращения (Learn common abbreviations)
- •7 Контрольные задания
- •Раздел 5. Полезные выражения в деловой переписке
- •5.1. Просьбы(Requests)
- •5.2. Выражение сообщения
- •5.3. Выражение надежды (Expressing Норе)
- •5.4. Благодарность(Gratitude)
- •5.5. Извинения(Apologies)
- •5.6. Выражение неудовлетворения
- •5.7. Ответы на вопросы и предложения
- •Раздел 1. Краткая биография (Resume)
- •1996-1997 Education: 1993-1997 assistant-trainee, James Associates, nyc
- •Перевод образца резюме:
- •Vladimir m. Kudrevich Manager, Foreign Transactions Department, "Belpromstroibank"
- •1969 B.A. Microbiology
- •16 Osier Street Vancouver, British Columbia v6r 2t1 Tel: (614) 741-0329
- •Раздел 2. Сопроводительное письмо(Cover Letter)
- •1. Link your skills to the employer's needs.
- •Sell yourself without seeming egotistical.
- •Try to bury the "I's".
- •Place your weaknesses in a subordinate position.
- •Don't apologize.
- •Раздел 4. Факс и электронная почта 88
- •Раздел 1. Виды презентаций и выступлений
- •1.1. Интервью с коллегой и представление его аудитории
- •Specified maximum length: 10-12 sentences. Steps to follow:
- •1. The Effect of the Chernobyl Accident in Belarus
- •2. The Impact of Foreign Financing in Belarus
- •3. International Business Activities in Belarus
- •4.Monetary Policy of Belarus: Problems and Solutions
- •1.3. Презентация с описанием наглядности
- •Relate one sentence to another, as in:
- •Relate parts of the same sentence to each other, as in:
- •In contrast, on the other hand
- •1993. While graduate school applications as a whole increased every year
- •Keep in mind whether a noun is countable or uncountable when discussing information presented in your visuals
- •Раздел 4. Факс и электронная почта 88
- •10 A.M. Noon 2 p.M.
- •1.4. Выступление, содержащее определение
- •Introduction
- •1.5. Выступление no изучаемой специальности
- •Self-evaluation
- •Choosing your topic
- •Ipi (notice in the above definition that the full name of the term - gjll compact disc - is given before introducing and using the acronym
- •Organize your introduction
- •Organize the body of your presentation
- •Organize your conclusion
- •Sample of a mid-term speech Financial-Industrial Groups
- •Introduction
- •1.7. Заключительное выступление по основной изучаемой специальности
- •Раздел 4. Факс и электронная почта 88
- •Раздел 2. Ситуативно обусловленные фразы
- •Телефонные разговоры и переговоры
- •Раздел 1. Телефонные разговоры
- •1.1. Подготовка к телефонному разговору. Preparing for a Phone Conversation
- •1.2. Как ответить на телефонный звонок Receiving Phone Calls
- •If you expect a phone call, think about what they will say or ask;
- •If you are not ready to answer their questions, ask them to call you back later.
- •1.3. Как принять и оставить сообщение Taking and Leaving Messages
- •1.4. Как попросить повторить информацию Asking for Repetition
- •1.5 Как оставить информацию на автоответчике Leaving a Message on an Answering Machine
- •1.6. Выбор стиля в телефонном разговоре
- •1.7. Полезные выражения для разговора по телефону. Helpful Expressions for Telephone Conversations
- •Раздел 4. Факс и электронная почта 88
- •Раздел 2. Переговоры(Negotiations)
- •Полезные выражения для переговоров (Helpful Expressions for Negotiations)
- •Business Hint: You have only one chance to make a first impression.
- •Positive Responses "Middle-of-the-road" Negative Responses
- •1.2. Внимание к людям и делу(Be Thoughtful) Personal success hint: When you say a person's name, you tell the person: "you are important!"
- •Раздел 4. Факс и электронная почта 88
- •It was very nice to invite me to your reception last night. I enjoyed the chance to see your beautiful new offices and to talk with you again.
- •1.4. Заинтересованность(Be Interested)
- •1.5. Организованность(Be Organized)
- •Personal success hint: Always know your schedule. If you control your time, you control your life.
- •Business idioms and expressions:
- •Business Hint: When you make an appointment, add extra time to it. Then you are still on schedule. Keep free time on your calendar. An "open" schedule is more flexible than a "tight" schedule.
- •1.6. Пунктуальность(Be Punctual)
- •Business Hint: Add extra time before an appointment.
- •Personal Success Hint: When you meet a client or make a presentation, be prepared to state the problem, give a plan, and support the plan with details.
- •Business Hint: When you give a presentation or make a report, it is important to have all the facts. Details make a presentation more interesting and more credible.
- •1.8. Вежливость[Be Polite)
- •Раздел 4. Факс и электронная почта 88
- •1.9. Терпеливость(Be Patient)
- •Раздел 2. Принятие решений в бизнесе (Making Decisions in Business)
- •2.1. Компания Джонсон и Джонсон (Johnson &Johnson Inc.)
- •2.2. Компания «Ливай Стросс» (Levi Strauss &Co.)
- •2.3. Компании «Эрбус Индустри» и «Боинг»
- •Раздел 4. Факс и электронная почта 88
- •1. A lower ranking employee is introduced to a higher ranking employee.
- •2. A younger person is introduced to an older person.
1.2. Как ответить на телефонный звонок Receiving Phone Calls
If you expect a phone call, think about what they will say or ask;
check all the relevant documentation regarding the call;
If you are not ready to answer their questions, ask them to call you back later.
Compare the following two samples of phone conversations.
Hello.
Is this "Bendon &Brothers"? Yes, who's speaking?
My name is Alan Headington from "Mennings
Constructions". I'd like to find out about the
progress of our issue.
Oh, Mr. Herrington...
No, Headington, as in "head".
So what was it, Mr. Headington?
Well, the contract, of course! I called you the day
before yesterday.
Ah, the contract... 1 don't have any info on that from our main office yet. Perhaps they're still working on it.
Do you think they'll be ready before this weekend?
Secretary:
Mr. Headington: Secretary: Mr. Headington:
Secretary:
Mr. Headington: Secretary: Mr. Headington:
Secretary:
Mr.
Headington: Secretary: Mr. Headington: Secretary:
Secretary:
Customer:
Secretary:
Well, 1 don't think 1 can help you in that, I'm afraid. Bye-bye...
Hello, Jason Travels, how can 1 help you? I'm calling to find out about group air tickets to Minsk, Belarus, for a conference on Chernobyl. Who is calling, may 1 ask?
My name is Kent Brown, the order was placed on my name.
All right, Mr. Brown. Your order is being processed at the moment, but if you have any questions on the flight itinerary, I'll be happy to provide you with all the information. First of all, we're going to be eleven, not ten, as originally planned. Is that any problem for you to make this change in our order? Let me see, Mr. Brown. Now, we can put another person in, but it's going to be at the back of the plane, and we need the passenger's full name please.
Yes, of course. This is also Brown, my wife Nancy Brown.
I got it. How are you going to pay, Mr. Brown? I'm going to pay on the credit card. Could you give me the card number and the expiry date please?
It's 224-0045-8733561, August 3rd, 2002.
And what's your phone number please?
My number is 505-3457-7811
Let me repeat it: 505-3457-7811. I'll call you
back this afternoon, Mr. Brown. Will you be
available between 4 and 5 p.m. ?
You know, 1 was going to leave after 4 pm. Can
we make it before that if possible? Or I could call
you from downtown after 4 p.m.
That sounds good. Thank you for calling us, Mr.
Brown. Bye-bye for now.
Customer:
Secretary:
Customer:
Secretary:
Customer:
Secretary:
Customer: Secretary:
Customer:
Secretary: Customer: Secretary:
Customer:
Secretary:
Customer:
1.3. Как принять и оставить сообщение Taking and Leaving Messages
When you are taking a message, put it on a message pad:
Telephone Message
For: Time call:
Caller: Company
Phone number:
Message:
Below are two samples of a phone conversation with telephone messages following them.
Vi
Secretary. Hello, Philips Company. How can I help you?
Sergey Klimov: Good morning. My name is Sergey Klimov from Minsk, Belarus. I'd like to speak to Mr. Scherer please.
Secretary: I'm sorry, Mr. Scherer is not here at the moment. Could
I have you name again please?
Sergey Klimov. Yes, my last name is Klimov, K...L...1...M...O...V, and my first name is Sergey, S...E...R...G...E...1.
Secretary: Yes, Mr. Klimov from Minsk, Belarus, right?
Sergey Klimov: That's right. Could you tell him to call me back when he's got a moment? I wanted to check the agenda of our meeting.
Secretary: Yes, I'll ask him to do that. Does he have your number,
Mr. Klimov?
Sergey Klimov. I think so. Just in case please put it down: + 375-17- 227-6534. Let me repeat it. 375 - this is an area code of Belarus, 17- this is for Minsk, and 227-6534 is the number in the city of Minsk.
Secretary: Correct. All right, thank you for calling, and Mr.
Scherer will call you back in the afternoon.
Sergey Klimov. Thank you very much indeed.
Secretary: You're very welcome, Sir.
|
Telephone Message |
For: Mr. Scherer |
Tim e of call:10:20 am |
Caller: Sergey Klimov |
Company: didn't say; |
|
from Minsk, Belarus |
Phone number:375-17-227-6534 |
|
Message: |
Please call back in the afternoon re the agenda |
|
of the meeting. |
Ш
Hello, this is the IMF office in Belarus. Can I help you? Hi, this is Susan Todd from the IMF Fiscal Department. Is Mark Horton there?
I'm sorry Mr. Horton is in a meeting right now. Shall I ask him to call you later or would you like to leave a message?
No, it's Okay. I'll fax him.
Oh, good. You've got our office fax number, don't you?
Yes, I'm sure. Bye for now.
Assistant:
Susan
Todd:
Assistant:
Susan
Todd:
Assistant:
Susan Todd: Assistant: |
|
For: Mark |
Time of call: 4pm |
Caller: Susan Todd |
From: Fiscal Dept. |
Phone number: (available in the IMF directory) |
|
Message: none, she will fax. |
|
Bye-bye.
Good morning, "Riegling and Co.". Can I help you? Hello, I am Chris Witt from "Sadler and Sons Ltd.". Please could 1 speak to Mr. Jeff Smith? I'm sorry, but Mr. Smith is not in at the moment. I see. When do you think I could contact him? Well, at the moment he's away. He hasn't left his schedule for today. Would you like to leave a message? Yes, perhaps you would ask Mr. Smith to call me? My name is Witt, W...I... double T, Chris Witt. And my phone number is 181-166-7851. I got it, Mr. Witt.
Reception-.
Chris Witt:
Reception:
Chris
Witf. Reception:
Chris
Witf.
Reception:
Chris Witt: Reception:
Now,
on the basis of the following phone conversation write down a
telephone message.