- •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.
Business Hint: You have only one chance to make a first impression.
Practice making a good impression. Look at the different responses:
Positive Responses "Middle-of-the-road" Negative Responses
я
Fine
Really fine
Never been better
Great
Terrific
Very well
Awful
Terrible Don't ask Horrible Not so good Not so great
Not
so bad Not too bad OK So-so
Complete the following statements about the USA:
When I give a negative response, I make a impression.
good/bad
When I don't make eye contact, I am in the other person.
interested / not interested
When I don't smile, I make a impression.
good/bad
When I smile, make eye contact and offer my hand, the other person is in me.
interested / not interested
лит
Smile.
Make eye contact.
Be attentive.
Be positive.
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!"
ШЯШЯLOSING / IMPRESSING A POTENTIAL CUSTOMER Compare and discuss two situations. Situation 1.
Bill Smith is a salesperson for ABC Motors. Mary Kent is a potential customer. She wants to buy a new car.
B.S.: Hi! My name is Bill Smith.
M.K.: Yes, I know. I was here yesterday.
B.S.: I'm sorry. I'm very bad with names.
M.K.: And with faces...
Situation 2.
Jack Barnes sells computers. Bob Wright needs a computer. He was in Mr. Barnes' store last week. Mr. Barnes sees Mr. Wright on the street.
J.В.:Mr. Wright! Nice to see you again. My name is Jack Barnes. We
met last week at my store. B. W.: Of course, Mr. Barnes. How are you? J.B.: Fine, Mr. Wright. Really fine. And you? B. W.: I feel great, thanks.
fr Questions for discussion: ' ■
Who is a better salesman Jack Barnes or Bill Smith? Why?
Which customer is more pleased Marry Kent or Bob Wright? Why?
Who would you buy something from? Mr. Smith or Mr. Barnes? Why?
Do you ever forget a name? If yes, how does it make you feel? Embarrassed? Apologetic? Unconcerned?
Has anyone forgotten your name? How did you feel? Embarrassed? Angry? Unconcerned?
How about you?(Yes /No /Sometimes) Please explain your answer.
Are you good with names?
Are you good with faces?
Is it important to remember names?
Is it important to remember faces?
Spelling for clarification
Some letters sound alike when we spell. For example,Вsounds like D.
Bob Bolt: My last name is Bolt.
Julie Robins: Pleased to meet you Mr. Dolt.
Bob Bolt: That's Bolt with а В as in "boy".
Julie Robins: Oh, I'm sorry, Mr. Bolt.
To clarify, it's a good idea to ask: "B as in boy, or D as in dog?" Do people sometimes confuse letters in your name when they spell it? You may need to give examples. Look at the following examples of spelling clarification. Add more examples.
N as in November,.
О as in Oscar,
P as in Paper,
Q as in Question, _
R as in Ronald,
S as in Sam,
T as in Tom,
U as in Uniform, _
as in Viktor,
W as in Whiskey,. X as in X-ray,
as in Yes,
A
as
in Alpha, Вas
in Bravo, Сas
in Cinema, D
as
in David, _
E
as
in Echo,
F
as
in Fox,
G
as
in Golf,. H
as
in Hotel,.
I
as in India,
J
as in Julia,
Кas
in Kilo,
L
as
in Lemon,. M
as
in Mike, _
Business Hint:
Use last names until people ask you to use their first name.
Mark Brown: How do you do, Mr. Grant? Bob Grant: Please call me Bob.
To remember a name, it helps to see it written. You can ask for a business card or you can write down the name and a phone number.
Bob Wilson: Do you have a card?
Julie Robins: No, I'm sorry. I'm out of cards. / Yes, here you are. - Bob Wilson: Let me write down your name and number. / Thank you. Here is mine.
Practicc the aibove dialogues with your classmates.
I
Julie Robins Realtor
1212 Newton Street Ames, Hometown, Iowa 51523
USA
E-mail: irob@aol.com Ph.: (521)554-6434
Associate the name with something. To remember a person's name, write something about the person on his/her card.
Help people remember your name. After you meet someone, write him or her a letter. This letter is called a follow-up letter.
Situation:
Ken Woods sells photocopiers. Charles Watts is a potential customer. Ken writes Charles a follow-up letter.
*Central Photocopiers 345 West Broadway New York, NY 10007 212-5534545
* * *
January 18,1995
Mr. Charles Watt Acme Machine Works 1230 Central Street Newtown, Connecticut 20007
Dear Mr. Watts:
Thank you for coming to our store yesterday and looking at our new photocopiers. If you have any questions, please call me.
Sincerely yours,
Andrei
Zaitsev
Belarus
State Economic University Post-graduate student of marketing
Ph.:
+375-17-230-2214 E-mail: azai@usa.net
Home
address: Koshevogo
Str.,11-4 Minsk 220009 BELARUS
Situation:
Bob Wright sells computers. Jack Barnes is a potential customer. Bob writes Jack Barnes a letter.
Complete the follow-up letter using these words:
Barnes coming have our you
call computers looking questions yours
*Energo Computers* 442 Walton Drive Reading, Massachusetts 01845
February 21, 1994
Mr. Jack
18 South Street
Reading, Massachusetts 01845 Dear Mr. Barnes:
BUSINESS COMMUNICATION 2
Деловой 2
английский 2