- •Introduction
- •Match the words with the definitions:
- •Listen to the text and answer the following questions:
- •Now go to the printed version of the text and follow the speaker when listening. After listening answer the following questions:
- •Look at the highlighted words in paragraph 8 of the text. Choose the word or phrase in the bold text that the words can look online refer to.
- •14. Match essential parts of a business letter with their characteristics:
- •Where in the text would the following sentence best fit? Possible sentence positions are marked with (1), (2), (3), (4):
- •Which of the following statements best expresses the main idea of the text?
- •12. Complete each sentence with one of the following words:
- •Discuss the following questions with your partner:
- •Match the words with the definitions:
- •Listen to the text and answer the following questions:
- •Now go to the printed version of the text and follow the speaker when listening. After listening answer the following questions:
- •Look at the highlighted word in paragraph 7 of the text. Choose the word in the bold text that the word they refers to.
- •The following sentence can be added to the text:
- •Which of the following statements best expresses the main idea of the text?
- •Complete each sentence with one of the following words or phrases:
- •Discuss these questions with your partner:
- •Put parts of the addresses in the right order: Name or Company name, Building Number, Street Address, City, State, Zip Code.
- •15. Put the parts of the following letter of inquiry in the right order and write the letter:
- •Vocabulary
- •On the one hand - с одной стороны on the other hand - с другой стороны
- •Match the words with the definitions:
- •Listen to the text and answer the questions:
- •Now go to the printed version of the text and follow the speaker when listening. After listening answer the following questions:
- •The following sentence can be added to the text:
- •Which of the following statements best expresses the main idea of the text?
- •Complete each sentence with one of the following words or phrases:
- •Discuss these questions with your partner:
- •Write your own cover letter using the following information:
- •Vocabulary
- •Match the words with the definitions:
- •Listen to the text and answer the questions:
- •Now go to the printed version of the text and follow the speaker when listening. After listening answer the following questions:
- •The following sentence can be added to the text:
- •Which of the following statements best expresses the main idea of the text?
- •Complete each sentence with one of the following words:
- •Discuss these questions with your partner:
- •Kasey d. Wheel
- •222 W. Any Street, Chico, ca 95928 * (530) 555-1212 * (707) 555-1212 kdwheel@mail.Provider.Com
- •14. Write your own resume using the following information:
- •Discuss the following with your partner:
- •Vocabulary
- •Match the words with the definitions:
- •Listen to the text and answer the questions:
- •Now go to the printed version of the text and follow the speaker when listening. After listening answer the following questions:
- •The following sentence can be added to the text:
- •Which of the following statements best expresses the main idea of the text?
- •Complete each sentence with one of the following words:
- •Discuss these questions with your partner:
- •Discuss the following with your partner:
- •Vocabulary
- •Match the words with the definitions:
- •Listen to the text and answer the questions:
- •Now go to the printed version of the text and follow the speaker when listening. After listening answer the following questions:
- •Jennifer Parmelee is a World Food Program spokeswoman in Washington. She says cash donations help the agency to buy food locally and transport it quickly to where it is needed.
- •The following sentence can be added to the text:
- •Which of the following statements best expresses the main idea of the text?
- •Complete each sentence with one of the following words:
- •Discuss the following with your partner:
- •Discuss the following with your partner:
- •Vocabulary
- •Match the words with the definitions:
- •Listen to the text and answer the questions:
- •Now go to the printed version of the text and follow the speaker when listening. After listening answer the following questions:
- •There were two important results from the study.
- •The following sentence can be added to the text:
- •Which of the following statements best expresses the main idea of the text?
- •Complete each sentence with one of the following words or phrases:
- •The following are some quotes about wine. Think about these statements and decide how you feel about each one. Do you think they are true? If not why not? Share your thoughts with your partner.
- •Discuss the following with your partner:
- •Vocabulary
- •Match the words with the definitions:
- •Listen to the text and answer the questions:
- •Now go to the printed version of the text and follow the speaker when listening. After listening answer the following questions:
- •Which of the following statements best expresses the main idea of the text?
- •Complete each sentence with one of the following words or phrases:
- •Discuss these questions with your partner:
- •Discuss the following with your partner:
- •Vocabulary
- •Match the words with the definitions:
- •Listen to the text and answer the questions:
- •Now go to the printed version of the text and follow the speaker when listening. After listening answer the following questions:
- •Which of the following statements best expresses the main idea of the text?
- •Complete each sentence with one of the following words and phrases:
- •Discuss these questions with your partner:
- •Discuss the following with your partner:
- •Vocabulary
- •Match the words with the definitions:
- •Listen to the text and answer the questions:
- •Now go to the printed version of the text and follow the speaker when listening. After listening answer the following questions:
- •Which of the following statements best expresses the main idea of the text?
- •Complete each sentence with one of the following words:
- •Discuss these questions with your partner:
- •Discuss the following with your partner:
- •Vocabulary
- •Match the words with the definitions:
- •Listen to the text and answer the questions:
- •Now go to the printed version of the text and follow the speaker when listening. After listening answer the following questions:
- •Which of the following statements best expresses the main idea of the text?
- •Complete each sentence with one of the following words:
- •Discuss these questions with your partner:
- •Discuss the following with your partner:
- •Vocabulary
- •Match the words with the definitions:
- •Listen to the text and answer the questions:
- •Now go to the printed version of the text and follow the speaker when listening. After listening answer the following questions:
- •But the survey found that cost could be a big influence. Fifty-five percent said they would choose e-textbooks if using them meant their textbook rental fee would not increase.
- •Which of the following statements best expresses the main idea of the text?
- •Complete each sentence with one of the following words:
- •Discuss these questions with your partner:
- •Vocabulary
- •2. Match the words with the definitions:
- •3. Listen to the text and answer the questions:
- •4. Now go to the printed version of the text and follow the speaker when listening. After listening answer the following questions:
- •Which of the following statements best expresses the main idea of the text?
- •Complete each sentence with one of the following words:
- •Discuss these questions with your partner.
- •Discuss the following with your partner:
- •Vocabulary
- •2. Match the words with the definitions:
- •3. Listen to the text and answer the questions:
- •4. Now go to the printed version of the text and follow the speaker when listening. After listening answer the following questions:
- •Which of the following statements best expresses the main idea of the text?
- •Complete each sentence with one of the following words:
- •Discuss these questions with your partner:
- •Vocabulary
- •2. Match the words with the definitions:
- •Complete each sentence with one of the following words:
- •3. Listen to the text and answer the questions:
- •4. Now go to the printed version of the text and follow the speaker when listening. After listening answer the following questions:
- •Which of the following statements best expresses the main idea of the text?
- •Discuss these questions with your partner:
- •Part 2. Writing
- •1.Анкета
- •Exercises Exercise 1
- •Exercise 2
- •Exercise 3
- •Exercise 4
- •Application form
- •Exercise 5
- •22. Media / Entertainment 33. Sports / Leisure
- •2.Резюме
- •Пример 2
- •Пример 3 James Brown
- •Exercises Exercise 1
- •Рекламное объявление №3
- •Рекламное объявление №4
- •Рекламное объявление №5
- •3. Личное письмо
- •7 June 2008
- •I've got to go now! It's time for my favorite tv show.
- •I can't wait to hear from you!
- •Exercises Exercise 1
- •4. Деловое письмо
- •Пример 1
- •Пример 2
- •4.1. Использование сокращений
- •4.2. Вступительное обращение, заключительная формула вежливости
- •4.3. Содержание делового письма
- •5. Классификация деловых писем
- •5.1. Письмо-просьба
- •5.2. Информационное письмо
- •5.3. Письмо-извинение
- •5.4.Письмо-подтверждение
- •5.5.Письмо-приглашение
- •5.6.Письмо о подготовке деловой поездки
- •5.7.Письмо-благодарность
- •5.8. Письмо-поздравление
- •5.9. Письмо-жалоба
- •6.Меморандум
- •Exercises Exercise 1
- •Exercise 2
- •Exercise 3
- •Exercise 6
- •Exercise 7
- •On average - в среднем on the one hand - с одной стороны on the other hand - с другой стороны
- •Suspect – подозревать, предполагать
5.9. Письмо-жалоба
Причины для жалоб в деловой сфере могут быть разные: невыполнение одним из деловых партнеров обязательств в ходе сделки, нарушение условий договора, поставка некачественного товара, неудовлетворительное выполнение работы, недобросовестное обслуживание и т.п. В подобных случаях важно, чтобы ситуация, вызвавшая недовольство одной из сторон, не переросла в конфликт между партнерами. Урегулированию недоразумения или разрешению конфликта может помочь правильно составленное письмо-жалоба. Структура такого письма аналогична структуре любого делового письма. Во вступительном и заключительном абзацах используются выражения, соответствующие теме вашего письма (см. раздел «Структура и оформление делового письма»). При написании основного текста письма — жалобы полезно следовать простым правилам:
- четко изложите суть своей претензии (на что конкретно вы жалуетесь);
- сформулируйте, каких действий вы ждете от виновника вашей жалобы.
Например:
13 November, 2000
Service Manager Polaris Ltd 12, Wolf St Moscow
Dear Service Manager
I am writing in connection with the scanner Acer Scan Prisa 640BU I bought in your Trade Center two weeks ago.
Unfortunately it does not work properly. Two days ago I got in touch with your Service Department on the phone and left my claim for repair with the secretary. A scanner serviceman was to have come yesterday.
I would appreciate if you look into the matter and send a serviceman to repair the scanner without delay.
Yours faithfully
Pete Krook |
Показательно, что письмо написано в спокойном, вежливом тоне и выражает просьбу принять необходимые меры в ближайшее время. Однако жалоба может носить и более жесткий и требовательный характер, если на вашу просьбу не реагируют. В этом случае продолжение темы предыдущего письма могло бы выглядеть следующим образом:
Service Manager 23 November, 2000 Polaris Ltd 12, Wolf St Moscow
Repair of Scanner
Dear Service Manager
I am writing to complain about the absence of any service on your part.
It is now over two weeks since I placed my claim with your Service Department but nobody has come to repair the scanner. Let me remind you that according to the Guarantee Agreement attached to the scanner "the Sellers undertake to eliminate at their expense the detected defects immediately". Therefore I insist that you take immediate actions to repair it.
If you do not take adequate measures within three days, I will be forced to take legal actions.
Yours faithfully
Pete Krook |
Обратите внимание, что в основной текст жалобы добавлены существенные детали:
- автор прямо указывает на обязательства, взятые на себя продавцом, и приводит цитату, из гарантийного соглашения, а также требует принять срочные меры;
- автор предупреждает, что примет соответствующие меры, если его претензия не будет удовлетворена.
В этой части письма-жалобы можно использовать следующие выражения:
We would like to call your attention to the fact that... |
Мы хотим обратить Ваше внимание на то, что ... |
I would like to remind you that... |
Я хочу напомнить Вам, что... |
I would like to point out that... |
Я бы хотел обратить внимание на то, что ... |
I believe it is not necessary to remind you that... |
Я полагаю, нет необходимости напоминать Вам, что ... |
If you (your company) do not ... , I will be forced to ... |
Если Вы (Ваша фирма) не ..., я буду вынужден ... |
Unless you ..., we will have to... |
Если Вы не ... , нам придется... |