Sie sind auf Seite 1von 43

2

ENGLISH AT WORK II

Impressum © English at Work 2 Medieninhaber und Herausgeber Bundesministerium für Wirtschaft und Arbeit Stubenring
Impressum © English at Work 2 Medieninhaber und Herausgeber Bundesministerium für Wirtschaft und Arbeit Stubenring
Impressum © English at Work 2 Medieninhaber und Herausgeber Bundesministerium für Wirtschaft und Arbeit Stubenring
Impressum © English at Work 2 Medieninhaber und Herausgeber Bundesministerium für Wirtschaft und Arbeit Stubenring

Impressum

© English at Work 2 Medieninhaber und Herausgeber

Bundesministerium für Wirtschaft und Arbeit Stubenring 1, 1011 Wien www.bmwa.gv.at

Wirtschaftskammer Österreich Wiedner Hauptstraße 63, 1043 Wien http://wko.at

Im Rahmen der go international Initiative

http://wko.at Im Rahmen der go international Initiative Redaktion Institut für Bildungsforschung der Wirtschaft

Redaktion Institut für Bildungsforschung der Wirtschaft AutorInnen: Mag. Sabine Archan, Ingrid Garschall MEd, Paul Kingsburgy MEd, Martina Kralicek MEd Rainergasse 38, 1050 Wien, www.ibw.at

Grafik design:ag, Alice Gutlederer, Capistrangasse 4/6, 1060 Wien, www.designag.at

Höraufnahmen Alle Audiotracks wurden aufgenommen und gemischt von Bernd Mazagg und Markus Jäger Living Room Studios, Kreuzgasse 91/1204, 1170 Wien, Markus.Jaeger@gmx.net Sprecher: Howard and Kathryn Nightingall, Argentinierstrasse 20/5, 1040 Wien, www.businessofacting.at

CD-ROM Produktion CSM Production, Vorgartenstr. 129-143, 1020 Wien, www.csmproduction.at

Druck Ing. H. Gradwohl GmbH, 3390 Melk

Wien, Okt. 2006, 1. Auflage

Die Herausgeber danken der Battenfeld Kunststoffmaschinen GmbH für die Zurverfügungstellung von Text- und Bildmaterialien. Die Rechtschreibung orientiert sich am American English.

ENGLISH AT WORK II 2

TABLE OF CONTENTSENGLISH AT WORK II 2 PART 1: ENGLISH FOR THE GLOBAL MARKET   Unit 1: Looking

PART 1:

ENGLISH FOR THE GLOBAL MARKET

 

Unit 1:

Looking for a job

4 – 13

Unit 2:

Applying for a job

14 – 23

Unit 3:

At the airport

24 – 33

Unit 4:

The Interview

34 – 46

PART 2:

IN THE OFFICE: ENGLISH FOR OFFICE PROFESSIONS

Unit 1:

Who’s calling?

4 – 13

Unit 2:

Yours sincerely

14 – 23

Unit 3:

We look forward to doing business with you

22 – 31

Unit 4:

Would you like to leave a message?

32 – 41

PART 3:

AT THE HOTEL: ENGLISH FOR TOURISM AND SERVICE PROFESSIONS

Unit 1:

At the reception

4 – 13

Unit 2:

In the restaurant

14 – 19

Unit 3:

Austrian wine

20 – 25

Unit 4:

Health and beauty at the hotel

26 – 31

CD – TABLE OF CONTENTS25 Unit 4: Health and beauty at the hotel 26 – 31 PART 1: ENGLISH FOR

PART 1:

ENGLISH FOR THE GLOBAL MARKET

1.

Unit 2:

The Follow Up

21

2.

Unit 3:

At the Airport

24

3.

Unit 3:

Customs and Immigration

28

4.

Unit 3:

The Taxi

29

5.

Unit 4:

The Interview

40

PART 2:

IN THE OFFICE: ENGLISH FOR OFFICE PROFESSIONS

6.

Unit 1:

Mohammed Musni Zaki calling

5

7.

Unit 1:

Spelling

11

8.

Unit 4:

Order no. 123456789

32

9.

Unit 4:

We need a visa

36

PART 3:

AT THE HOTEL: ENGLISH FOR TOURISM AND SERVICE PROFESSIONS

10.

Unit 1:

Answering the phone

6

11.

Unit 1:

Meeting the guests

8

12.

Unit 2:

Are you ready to order?

16

13.

Unit 3:

What wine would you recommend?

23

14.

Unit 4:

A personal treatment

29

Unit 3: What wine would you recommend? 23 14. Unit 4: A personal treatment 29 PART

PART 2: IN THE OFFICE

3

UNIT 1

▲

1 WHO’S CALLING?

Headline:

Headline:
Headline:
Our company has always been a trend setter in developing innova- tive process technology. We
Our company has always been a trend setter in developing innova-
tive process technology. We respond to the market’s needs for
high-quality, reliable and user-friendly injection molding machines,
paying special attention to application-oriented collaboration and
quick, comprehensive customer support.
We help our customers to implement their product
ideas! This includes collaboration in the areas of
product and mold design as well as choosing and opti-
mizing the process to suit the application; in short we
take care of all details relevant to economic success in
manufacturing injection molded plastics components.
Being a good partner for our customers is always our
first priority.

Headline:

Headline:
Headline:
injection molded plastics components. Being a good partner for our customers is always our first priority.

ENGLISH AT WORK II 2

1. Auto industry parts  

1.

Auto industry parts

 
 
 

Read the two texts on the previous page. You have the choice between two headlines. Decide which headline goes with which text. Write it in the empty space above the text.

(a)

Saudi to develop auto parts industry

(b) Process technology is the key factor

2. What is made of plastic in a car?

2.

What is made of plastic in a car?

Tick those accessories in a car which are made of plastic/plastic components. The correct solution will give you a key word and will show you what you can produce with an injection molding machine.

P

bumpers

E

windows

L

headlights

A

door handles

K

motor

S

steering wheel

T

mirrors

A

seats

I

gear stick

C

handbrake handle

Solution:

3. Mohammed Musni Zaki calling

3.

Mohammed Musni Zaki calling

Listen to the CD and answer the following questions.

(a)

Where is the caller calling from?

(b)

Who does the caller want to speak to?

(c)

Where have they met before?

(d)

What will happen after the telephone call?

UNIT 1

4. This is Melinda speaking

4.

This is Melinda speaking

(a) Listen to the CD again and tick the phrases you hear in the left box.

 

Who says what?

 

(This is) … speaking.

 
 

Can I help you?

 
 

Who is speaking, please?

 
 

The line is very bad, can you speak up, please?

 
 

I would like to speak to …

 
 

Could you connect me, please?

 
 

Hold on, I’ll put you through.

 
 

Nice to hear from you.

 
 

Thanks for calling and have a nice day!

 

(b) Listen again and find out who says what. Fill in M for Mohammed Musni Zaki, R for receptionist and K for Gerda Kartinger in the right box.

5. On the phone

5.

On the phone

Read the following text and think about how you act on the phone. Make a tick in the squares for those things you already do. What did you not tick? Do you think it is important for making a phone call?

The telephone is one of the most widely used and yet one of the most feared instruments of our daily lives. It is the front of every organization, and the person who answers the phone is the very first contact the caller has with that organization. So it is very important indeed to answer the telephone correctly!

is very important indeed to answer the telephone correctly! Remember to have pad and pencil at

Remember to

have pad and pencil at hand.

say ‘Good morning/evening/afternoon’.

identify your place of work.

add: ‘Can I help you?’

repeat the most important parts of the call.

use the caller’s name when you learn it.

finish the call politely.

ENGLISH AT WORK II 2

6. Can you spell that?

6. Can you spell that?

(a) Here are a number of phrases and idioms that are only used when telephoning. There are some important differences to everyday English. Look at the phrases below and sort them into the grid on the next page.

Bank of England. Good morning/afternoon/evening. What can I do for you?

Can you hold the line?

This is Melinda Müller speaking from Battenfeld, Austria.

Can you hold on a moment please?

May I speak to Mr. Sephton, please?

Just a moment, I’ll put you through to the Marketing Department.

Oh, isn’t this MacMillan’s Publishers? I’m sorry I must have got the wrong number.

I’m afraid I didn’t quite catch what you just said.

May I ask who’s calling, please?

Could you give me your name again, please?

Could you possibly speak more slowly?

Could you spell that?

Can you give me the reference/order number?

I’d like to speak to somebody about …

Could you put me through to Mrs. Cooper, please?

I’m afraid this isn’t the number you wanted.

He is in a meeting right now. He will be back at around 4 o’clock.

What time could I reach him/her?

Could we call you back within the hour?

I will send you a fax.

Could you please repeat what you just said?

Can I have extension 321?

The line is busy at the moment.

■ Can I have extension 321? ■ The line is busy at the moment. PART 2:

PART 2: IN THE OFFICE | UNIT 1: WHO’S CALLING?

7

UNIT 1

UNIT 1 Introducing yourself Asking for someone How to reply when someone is not available To

Introducing yourself

Asking for someone

How to reply when someone is not available

To avoid misunderstandings

Asking who is on the telephone

Connecting someone

Wrong number

When you are in trouble

ENGLISH AT WORK II 2

(b) SELFTEST How good are you already? Below you find a random choice of typical situations you may encounter when receiving/making a tele- phone call in English. How many of the ten sentences can you answer correctly? Check your results and see how good your English is.

A) Darf ich fragen wer spricht?

B) Hier spricht Lisa Fitzgerald.

C) Ich möchte mit jemandem sprechen bezüglich …

D) Er ist gerade in einer Besprechung. Er wird um vier Uhr wieder im Büro sein.

E) Könnten Sie bitte etwas langsamer sprechen?

F) Können Sie mir eine Bestellnummer nennen?

G) Einen Moment, ich verbinde Sie in die Marketingabteilung.

H) Könnten Sie das nochmals wiederholen?

I) Könnten Sie das buchstabieren?

J) Können Sie einen Moment am Telefon bleiben?

How many of the ten did you get right? 10 – 9 Congrats! Impressive! You seem to be an expert on the telephone.

8

You did very well! It shows you have ample experience.

7

Not bad, really! But you could do even better if you practiced a little.

6

Good, you passed! But do you really have enough phrases to deal with a phone call? You might feel uncomfortable when you have to speak to someone on the phone in English, but with some more practice you will be a pro!

5

You could use more training in telephone language. Go back and look at the phrases on the previous pages and try the test again!

and look at the phrases on the previous pages and try the test again! PART 2:

PART 2: IN THE OFFICE | UNIT 1: WHO’S CALLING?

9

UNIT 1

7. Can I help you?  

7.

Can I help you?

 
 
 

Connect the parts of the sentences to make twelve typical phrases you might hear/need to say in a business call.

1. Can I help

a. who’s calling please?

2. What can I do

b. back within the hour?

3. Could I ask

c. that against the computer.

4. Can you hold

d. back to you on that?

5. Can I get

e. with this, actually.

6. Can you read that

f. I can do.

7. Can you call me

g. to hear from you, then.

8. I’ll get on

h. you?

9. I’ll see what

i. back to me?

10. I don’t normally deal

j. on for a moment, please?

11. I’ll need to check

k. to it right away.

12. Right, I’ll wait

l. for you?

8. Call me

8.

Call me

With a partner (one is the caller and the other receives the call) work out a short telephone conversation using at least six of the above phrases. The situation is as follows:

You want to speak to Ms. Braun about the offer you sent two weeks ago, say who you are, who you want to speak to and what you want.

Role play

A:

B:

A:

B:

A:

B:

A:

B:

ENGLISH AT WORK II 2

9. Spelling

9. Spelling

ENGLISH AT WORK II 2 9. Spelling (a) Do you know all the letters of the

(a)

Do you know all the letters of the alphabet in English? Work with a partner. Say them and let your partner check and help you.

 

(b)

Can you say the following in English? Work with a partner. To verify whether this has been said correctly listen to the CD.

 

VAT

 

JRH

 

GAP

 

TWA

 

IAEA

HAIE

(c)

Say these numbers

 

13

30

17

71

18

80

47

74

250

2,500

1,060

55,555

25,002

0

(d) Say these fractions, decimals, percentages, PO numbers

1/2

1/3

1/4

15 %

1.2 m

12-454

33/044

(d) Work with a partner. Each of you shoud think up four difficult names and write them down here below. Now spell them to your partner who writes them down. Then compare and see if you got them right.

Write your names here:

2.

3.

4.

Write the names dictated to you by your partner here:

1.

2.

3.

4.

4. Write the names dictated to you by your partner here: 1. 2. 3. 4. PART

PART 2: IN THE OFFICE | UNIT 1: WHO’S CALLING?

11

UNIT 1

Aims and objectives

In this unit the learners

read a technical text and a web text about the plastic industry and identify headlines for both

listen to a telephone conversation and find relevant pieces of information

use typical phrases in a telephone conversation

practice spelling of numbers and names

▲

Answers

1.

Auto industry parts – Text 1 + b, Text 2 + a

2.

3.

(a)

(d)

What is made of plastic in a car? – PLASTIC

Mohammed Musni Zaki calling

Saudi Arabia; (b) Mrs. Kartinger, the sales manager; (c) at the International Trade Fair AAME in Riyadh;

Mrs. Kartinger will send an offer by e-mail and additional material by DHL

4.

This is Melinda speaking

 

(This is)

speaking.

M

Can I help you?

Who is speaking, please?

R

The line is very bad, can you speak up, please?

R

I would like to speak to …

M

Could you connect me, please?

M

Hold on, I’ll put you through.

R

Nice to hear from you.

K

Thanks for calling and have a nice day!

K

6.

Can you spell that?

 

How to reply when someone is not available:

(a)

Introducing yourself:

- He is in a meeting right now. He will be back at around

-

Bank of England. Good morning/afternoon/evening.

4 o’clock.

What can I do for you?

- What time could I reach him/her?

- This is Melinda Müller speaking from Battenfeld, Austria. Asking who is on the phone:

- May I ask who’s calling please?

- Could you give me your name again please? Asking for someone:

- May I speak to Mr. Sephton, please?

- I’d like to speak to somebody about …

- Could you put me through to Mrs. Cooper, please?

- What time can we reach him/her?

- Can I have extension 321? Connecting someone:

- Can you hold the line?

- Can you hold on a moment, please?

- Just a moment, I’ll put you through to the Marketing Department.

- The line is busy at the moment. Wrong number:

- Oh, isn’t this MacMillan’s Publishers? I’m sorry I must have got the wrong number.

- I’m afraid this isn’t the number you wanted. To avoid misunderstandings:

- I’m afraid I didn’t quite catch what you just said.

- Could you spell that?

- Can you give me the reference/order number?

- Could you please repeat what you just said? When you are in trouble:

- Could you possibly speak more slowly?

- Could we call you back within the hour?

- I will send you a fax.

(b) A) May I ask who’s calling? B) This is Lisa Fitzgerald speaking. C) I would like to speak to someone regarding

D) He is in a meeting right now. He will be back at around 4 o’clock. E) Could you possibly speak more slowly? F) Could you give me the order number? G) Just a moment, I will connect you to the marketing department. H) Could you please repeat what you just said? I) Could you spell that? J) Could you hold the line, please?

7. Polite language on the phone

1 h, 2 l, 3 a, 4 j, 5 d, 6 i, 7 b, 8 k, 9 f, 10 e, 11 c, 12 g

ENGLISH AT WORK II 2

Wordlist

a

stand

Messestand

production unit reliable sales manager steering wheel supplementary

Produktionslinie verlässlich Verkaufsleiter Lenkrad zusätzlich die Verbindung ist sehr schlecht mit jemandem Geschäfte machen überschreiten grünes Licht geben Apparat bleiben Sie dran/ bleiben Sie am Apparat anwenden eine Nachricht hinterlassen die Nachfrage befriedigen verbessern jem. durchstellen sich auf jemanden verlassen enthüllen lauter sprechen anwenderfreundlich Autoteile noch in dieser Stunde

accessories

Zubehör

ample

vielfältig, umfassend

bumpers

Stoßstange

components comprehensive congrats (short for congratulations) customer support economic success fair favorable gearstick handbrake headlights

Teile, Komponenten

umfassend

the line is very bad to do business with

Gratulation, Glückwünsche Kundenbetreuung wirtschaftlicher Erfolg Messe günstig, vorteilhaft Schaltknüppel Handbremse Frontlicht

to exceed to give green light to hold on to hold the line

to implement to leave a message to meet a demand to optimize to put someone through to rely on to reveal to speak up user-friendly vehicle components within the hour

I

would be obliged if

Ich wäre Ihnen verbunden wenn … Ich fürchte, … Spritzgießtechnik Angebot, anbieten Verfahrenstechnik Produktmuster Produktdesign/ Formgestaltung

I’m afraid injection molding offer (noun, verb) process technology product samples product/mold design

CD Script – Mohammed Musni Zaki calling

Receptionist:

Battenfeld, Sie sprechen mit Melinda Müller. Was kann ich für Sie tun?

Musni Zaki:

(bad line) Hello, this is Saudi Car Corporation, Mohammed Musni Zaki speaking.

I

would like to speak …

R:

Hello?

Sir? I am sorry the line is very bad, can you speak up, please? Who’s speaking, please?

M:

Hello? Yes, … name’s Mohammed Musni Zaki from Saudi Car Corporation.

I

would like to speak to your sales manager, Mrs. Kartinger. Could you connect me, please?

R:

Well, yes, certainly. Hold on, I will put you through.

M:

Thank you.

Gerda Kartinger: Gerda Kartinger, Hallo?

M:

Mrs. Kartinger, this is Mohammed Musni Zaki speaking from Saudi Car Corporation. We met at the

K:

International Trade Fair AAME in Riyadh earlier last year and discussed your injection molding technology systems at your stand. Oh hello, … yes, of course, Mr. Musni Zaki, nice to hear from you. How are you?

M:

Have you thought about our offer? Well, that’s exactly why I’m calling. The company management has given green light for the new

K:

production unit as we discussed at the fair and I would be much obliged if you could now send me an offer for the HM 400 Injection Molding Machine and additional material if you have any, you mentioned a video then … With pleasure. I will make sure our offer will reach you before the end of this week by e-mail, and

M:

supplementary material by DHL. I will also make sure you get the video and our catalogues as well as product samples. … We hope for a favorable decision then … Thank you. I’ll wait for your e-mail and we’ll be in touch.

K:

Right. Thanks for calling and have a nice day! Bye.

touch. K: Right. Thanks for calling and have a nice day! Bye. PART 2: IN THE

PART 2: IN THE OFFICE | UNIT 1: WHO’S CALLING?

13

UNIT 2

▲

2 YOURS SINCERELY

UNIT 2 ▲ 2 YOURS SINCERELY 14
UNIT 2 ▲ 2 YOURS SINCERELY 14

ENGLISH AT WORK II 2

1. Dear Mr. Musni Zaki

1.

Dear Mr. Musni Zaki

 

(a)

Read the following statements which refer to the letter on the previous page. Decide whether they are true (T) or false (F).

(b)

Can you put the false statements right?

 

T

F

 

1) The letter is addressed to Gregor Giebel.

   

2) There has been no previous contact between the two companies before this letter.

   

3) An offer for an injection molding machine is enclosed.

   

4) Before an order can be placed there is need to discuss further details.

   

5) Additional material, i.e. catalogues and product samples, has been sent by DHL.

   
2. Parts of a business letter

2.

Parts of a business letter

There are several main sections that are consistent with every business letter format. When writing a business letter, be sure to include all these components. Draw lines and match the corresponding description with the respective letter section.

letter heading

It is common with every business letter format. It contains your address and the date of writing.

inside address

It appears two lines below the inside address.

salutation

Use it to explain the situation and to make your request or response. Make sure it is done in a straightforward and concise manner.

body of the letter

It includes the name of the addressee, that person’s title or office, the name of the company or institution, and the full address.

complimentary close

In all business letters, there are usually four lines between the complimentary close and the typed name as you intend to sign it

your typed name

It is inserted three lines below the last line of the body. The most common formulas are: Sincerely, Sincerely yours, Yours truly, Yours sincerely.

your signature

It is the last element on the page, always flush left. It includes com- mon notations to indicate: carbon copies, enclosed documents, etc

special notes

Always use blue or black ink. Match your signature and your typed name.

Always use blue or black ink. Match your signature and your typed name. PART 2: IN

PART 2: IN THE OFFICE | UNIT 2: YOURS SINCERELY

15

UNIT 2

3. Name it!

3.

Name it!

 

Go back to the letter on page 14 and name the respective parts of the letter by writing the correct description next to the letter part.

4. Make sure you get it right!

4.

Make sure you get it right!

Letter-writing is an essential part of business. In spite of the ever growing importance of telephone and electronic mails, letters are still as important as ever as evidence of an arrangement or a contract, and must therefore be written with care. This is even more important when you write a letter in a foreign language. You will find a few guidelines below. Read through them and then complete the following exercises.

Addresses (how to write the address) Mr./Ms. first name last name (or company name) Street number street name City Postal Code

Dates Dates can be written in different ways 11 September 2006 (probably the simplest and clearest of all the forms used) 11 th September 2006 September 11, 2006 (Americans put the name of the month first)

Note: Never use just numbers – 11.9.02, for example. In Europe this always means 11 September, but in America it can mean 9 November.

Salutation and complimentary close

You start a letter with a salutation and finish it with a complimentary close:

To a firm (contact person unknown)

Dear Sir or Madam

Yours faithfully

To a person

Dear Mr. Fox

Yours sincerely

You use Mr. to address a man and Ms. for a woman.

Special notes

Encl.

Cc shows that you have sent a copy of the letter to someone else

shows that you have put something else in the envelope

Work with a partner and see how much you know about the formal part of letter writing. If you are not sure consult the text above. Compare your answers in pairs.

(a) Dates – write them out in a correct form for a business letter.

4.5.06

2/7/2005

2006-08-03

ENGLISH AT WORK II 2

(b) Which of these salutations should be used to address a man, a woman, a company where the contact person is not known?

(a)

Dear

(c) Dear

(b)

Dear Sir or Madam,

(c) Find the matching complimentary close for these salutations and connect them by drawing lines.

(A)

Dear Ms. Jordan

Yours faithfully

(B)

Dear William

Yours sincerely

(C)

Dear Sir or Madam

With best regards

(d)

How do you show that you have

 

(A)

included something in an envelope?

 

(B)

sent a copy of the letter to someone else (in the company)?

(e)

Find the mistakes in the following addresses and correct them by writing it out correctly.

Ms. Hunter Fiona

123 Cromwell Road

London SW7 4ET

Mr.

Charles Chapman

109 Bay Walk

Carson City NV 89710

Peters Inc.

Ogden UT 84401

324 25th Street

Los Torros Motel

110 Mission Bay Drive

CA 192108

San Diego

Mountain Bikes Ltd

12 Avonmouth Road

BR7 8KL Bristol

San Diego Mountain Bikes Ltd 12 Avonmouth Road BR7 8KL Bristol PART 2: IN THE OFFICE

PART 2: IN THE OFFICE | UNIT 2: YOURS SINCERELY

17

UNIT 2

5. How to say it in a business letter

5. How to say it in a business letter

(a) Below, you will find typical phrases for an offer, though sentences have been cut into two parts. Find the matching parts to make it a meaningful sentence and connect them by drawing lines.

We are pleased to quote you

are as follows:

As requested we enclose

interest in our products.

Our terms of delivery and terms of payment

the following price (excluding VAT) for our injection molding machine:

Thank you for

herewith our catalogue and latest price list.

Should you need any further information

for (orders over 400 units).

We are pleased about your

your enquiry of 7 June.

We can offer a 30% trade discount

please do not hesitate to contact us.

(b) The above phrases make quite a good outline for a simple offer letter. However, they got mixed up. Sort them out and rewrite them in the correct sequence.

ENGLISH AT WORK II 2

6. Business letter BINGO

6. Business letter BINGO

Have you ever played BINGO? No? Try it – you will have fun!

This is how it works: From the following words and phrases choose nine and write them on your BINGO Card. Then cut up the BINGO cards below and take turns in drawing a card. Say loud what’s written on it. If you have that phrase/word on your card cross it out.

The one who has three crosses in a row on his/her card says BINGO and is the winner.

letter head

Thank you for your enquiry of …

Dear Sir

or Madam,

offer

YOUR BINGO CARDS

salutation

inside address

Dear Mr. Fox,

as requested

our terms of delivery are

postal code

complimentary

close

as follows

enclosure

our catalogue and price list

Yours

Yours

With best

sincerely,

faithfully,

regards,

We are pleased to quote as follows:

We enclose …

our terms of payment are

pleased to quote as follows: We enclose … our terms of payment are PART 2: IN
pleased to quote as follows: We enclose … our terms of payment are PART 2: IN
pleased to quote as follows: We enclose … our terms of payment are PART 2: IN
pleased to quote as follows: We enclose … our terms of payment are PART 2: IN
pleased to quote as follows: We enclose … our terms of payment are PART 2: IN
pleased to quote as follows: We enclose … our terms of payment are PART 2: IN
pleased to quote as follows: We enclose … our terms of payment are PART 2: IN
pleased to quote as follows: We enclose … our terms of payment are PART 2: IN
pleased to quote as follows: We enclose … our terms of payment are PART 2: IN
pleased to quote as follows: We enclose … our terms of payment are PART 2: IN

PART 2: IN THE OFFICE | UNIT 2: YOURS SINCERELY

19

UNIT 2

▲▲

Aims and objectives In this chapter the learners
Aims and objectives In this chapter the learners

Aims and objectives

In this chapter the learners

work on basics of letter writing (formatting, address, date etc.) in English.

deal with offers and typical phrases in offers.

draft an offer letter with given phrases.

in offers. ■ draft an offer letter with given phrases. Answers 1. a) Our offer: 1

Answers

1.

a)

Our offer:

1 = F, 2 = F, 3 = T, 4 = T, 5 = T

b)

1 = addressed to Mohammed Musni Zaki

2 = Company representatives have spoken on the telephone before.

2. Parts of a business letter

letter heading

inside address

inside address salutation body of the letter

salutation

body of the letter

complimentary close

complimentary close

your typed name

your signature

special notes

your typed name your signature special notes

It is common with every business letter format.

It contains your address and the date of writing.

It appears two lines below the inside address.

Use it to explain the situation and to make your request or response.

Make sure it is done in a straightforward and concise manner.

It includes the name of the addressee, that person’s title or office,

the name of the company or institution, and the full address.

In all business letters, there are usually four lines between the

complimentary close and the typed name as you intend to sign it

It is inserted three lines below the last line of the body.

The most common formulas are: Sincerely, Sincerely yours,

Yours truly, Yours sincerely.

It is the last element on the page, always flush left. It includes com-

mon notations to indicate: carbon copies, enclosed documents, etc

Always use blue or black ink.

Match your signature and your typed name.

4. Make sure you get it right

(a) Dates

4.5.06

2/7/2005 2006-08-03

4 May 2006 4th May 2006

2 July 2005 2nd July 2005

3 August 2006 3rd August 2006

(b)

Mr. = man, Ms. = woman, Dear Sir and Madam = a company where the contact person is not known

(c)

Dear Ms. Jordan + Yours sincerely, Dear Sir or Madam + Yours faithfully, Dear William + With best regards

(d)

(A) enclosure

(B) cc

ENGLISH AT WORK II 2

(e) Correct addresses Ms. Fiona Hunter

123 Cromwell Road

London SW7 4ET

Mr. Charles Chapman

109 Bay Walk

Carson City NV 89710Bristol BR7 8KL

Peter Inc. 324 25th Street Ogden UT 84401

Los Torros Motel 110 Mission Bay Drive San Diego CA 192108

Mountain Bikes Ltd 12 Avonmouth Road

5. How to say it in a business letter (a) and (b)

We are pleased to quote you

As requested we enclose

Our terms of delivery and terms of payment

Thank you for

Should you need any further information

We are pleased about your

We can offer a 30% trade discount

are pleased about your We can offer a 30% trade discount are as follows: interest in

are as follows:

interest in our products.

the following price (excluding VAT) for our injection molding machine:

herewith our catalogue and latest price list.

for (orders over 400 units).

your enquiry of 7 June.

please do not hesitate to contact us.

Wordlist

as requested available options carbon copy common with complimentary close concise enclosed enclosure enquiry flush left further information I take pleasure in sending …

inside address letter heading offer (noun, verb) postal code request

letter heading offer (noun, verb) postal code request wie verlangt verfügbare Möglichkeiten Durchschlag, Kopie

wie verlangt verfügbare Möglichkeiten Durchschlag, Kopie üblich bei Grußformel umfassend in der Beilage Beilage Anfrage linksbündig weitere Information Ich freue mich … zu übersenden Empfängeranschrift Briefkopf Angebot, anbieten Postleitzahl eine Anfrage, Bitte

response salutation samples special notes straight-forward terms of delivery terms of payment to hesitate to intend to quote under separate cover unit we are pleased to offer you …

your enquiry of 7 June yours faithfully yours sincerely

Antwort Anrede Produktmuster Vermerke direkt Lieferbedingungen Zahlungsbedingungen zögern beabsichtigen anbieten in getrennter Post Einheit, Stück wir freuen uns Ihnen … anbieten zu können. Ihre Anfrage vom 7. Juni Hochachtungsvoll Mit freundlichen Grüßen

PART 2: IN THE OFFICE | UNIT 2: YOURS SINCERELY

21

UNIT 3

▲

3 WE LOOK FORWARD TO DOING BUSINESS WITH YOU

1. Our experience will be at your service

1. Our experience will be at your service

BUSINESS WITH YOU 1. Our experience will be at your service (a) Before a contract can
BUSINESS WITH YOU 1. Our experience will be at your service (a) Before a contract can

(a) Before a contract can be finalized various types of correspondence will be exchanged. Some will be necessary only if contract agreements are not fulfilled, others may be substituted by telephone discussions/personal meetings. You will find a complete list of typical business letters below. Put them in a meaningful sequence by numbering them 1 – 9 and then decide what type of letter the above is.

order

enquiry

order confirmation

offer

complaint

invoice

delivery note

first reminder

final demand

ENGLISH AT WORK II 2

(b) Read through the letter on the previous page. Decide whether the following statements are true or false. (write here true or false)

T

F

1) The customer has visited his business partner for detailed technical discussions to finalize the contracting.

2) The total price also includes cost of training.

3) The vendor offers a maximum of one year guarantee after start-up of the machine.

4) Payment is to be made in three installments

2. Terms of delivery

2. Terms of delivery

(a) Below, you will find various terms of delivery and terms of payment. Sort them out and connect what belongs together.

 

FAS by lighter to SS Orient, Port of London

Terms of delivery

CIF Trieste

 

Payment by bank draft

Terms of payment

Ex works Kottingbrunn

 

Bank transfer

Letter of credit valid until 15 September.

DDU (delivery duty unpaid) Riyadh

(b) INCO Terms – from the list below find what the following abbreviated INCOTERMS stand for. Write them in full (both in German and English) underneath the abbreviated terms.

in German and English) underneath the abbreviated terms. A) EXW B) CIF C) CFR D) DDU

A) EXW

B) CIF

C) CFR

D) DDU

E) DDP

the abbreviated terms. A) EXW B) CIF C) CFR D) DDU E) DDP PART 2: IN

PART 2: IN THE OFFICE | UNIT 3: WE LOOK FORWARD TO …

23

UNIT 3

3. How to say it

3. How to say it

(a) In the following table you can find phrases for orders and order confirmation letters. The sentences are cut in half. Find the matching parts.

Thank you for your

offer of 1 July.

We would like to place an order

to your price list dated 10 January.

Prices are

according

for a dozen cartons of item 1245 in Ice Blue and Irish Moss.

As agreed in our telephone conversation, prices will be US$ 6.20 per

order for 5,000 units CIF Trieste.

We are placing an

be made by bank transfer.

We would like to confirm that payment

item less the usual 3% trade discount.

We suggest payment by

letter of credit.

As agreed, payment will

is to be made with ten days of receipt of order.

The goods have to

reach us in the course of next week.

Delivery must be made before

delivered within two weeks.

The goods have to be

the end of the month.

Your early attention to this order

will be appreciated.

(b) Below, you will find a simple model order. Fill in the words from the box where they belong.

1) Business

2) consignment
2) consignment
3) new 5) samples 4) list 6) discount
3) new
5) samples
4) list
6) discount

7) future

8) trial order
8) trial order

Thank you for your letter of 20 August and the

few days ago and left a range of

and we are prepared to order the following as a

catalogue. Your Mr. J. Needham called on us a

We think articles of this quality will find a ready market here

10

Angela evening bags

catalogue no 5

20

Veronica beauty boxes

catalogue no 17

50

Gloria handbags

catalogue no 34a

Prices are as per your price on with Mr. Needham. We hope to receive our with you in

dated June 2006, minus an introductory

very soon and look forward to doing further

of 10% agreed

ENGLISH AT WORK II 2

4. Can you place an order?

4. Can you place an order?

Draft an order using the phrases from the previous exercises. The situation is as follows:

Sie schreiben am 7. Mai eine Bestellung für das Restaurant The Magic Soper, Chestnut Lane, Saffron Walden, Essex CB 11 3DP, UK. Die Bestellung geht an Kühne & Söhne, Berggasse 27, 3350 Langenlois. Inhalt sinngemäß: Danke für das Angebot vom 3. März dJ. Da die Kostproben sehr zufrieden stellend waren und man von den guten Absatzchancen von österreichischen Weinen in England überzeugt ist, erfolgt folgender Probeauftrag:

50 Flaschen Veltliner

5,20/Flasche

100

Flaschen Muskat Ottonel

6,50/Flasche

100

Flaschen St. Laurent

7,30/Flasche

Lieferung bis spätestens 1. Oktober. Bezahlung mittels Banküberweisung. Schlusssatz Unterschreiben Sie mit Ihrem Namen.

Schlusssatz Unterschreiben Sie mit Ihrem Namen. PART 2: IN THE OFFICE | UNIT 3: WE LOOK
Schlusssatz Unterschreiben Sie mit Ihrem Namen. PART 2: IN THE OFFICE | UNIT 3: WE LOOK

PART 2: IN THE OFFICE | UNIT 3: WE LOOK FORWARD TO …

25

UNIT 3

5. Green light to go ahead

5. Green light to go ahead

(inside address) DOWN PAYMENT INVOICE – ORDER Dear Sirs, % down payment for Total package

(inside address)

DOWN PAYMENT INVOICE – ORDER

Dear Sirs,

% down payment for

Total package price: EUR 104,000.00

DOWN PAYMENT AMOUNT

(item purchased)

(ORDER NUMBER)

5 July 2006

Payable after receipt of this down payment invoice to Volksbank Wiener Neustadt, account no 234-566-7890.

Yours faithfully,

BATTENFELD Kunststoffmaschinen Ges.m.b.H

Martin Scheck

(a)

What type of correspondence is this?

(b)

As you can see there are parts missing – complete the letter by consulting previous correspondence for the missing pieces of information.

ENGLISH AT WORK II 2

6. Order confirmation – word search

6. Order confirmation – word search

17 words are hidden in this word search – can you find them?

T

C

B

E

F

I

N

V

O

I

W

E

D

C

E

N

I

O

A

X

R

V

G

X

R

A

C

I

A

D

L

R

D

N

N

W

E

Z

R

N

R

N

A

Q

S

R

E

A

E

S

K

O

I

R

F

R

A

P

R

F

W

D

I

H

R

I

D

R

G

I

A

R

N

S

N

D

R

B

E

L

C

G

R

K

H

N

U

U

M

R

D

O

L

O

S

N

F

N

A

S

T

S

Y

O

M

E

O

L

A

I

R

T

O

M

F

Y

N

T

P

P

L

E

N

Q

U

I

R

Y

R

E

T

I

U

R

R

I

D

O

W

N

P

A

Y

M

E

N

T

D

E

Z

V

L

T

N

U

O

C

S

I

D

T

T

B

F

S

E

P

U

T

R

A

T

S

Z

H

F

T

I

F

X

R

L

S

A

M

P

L

E

S

G

A

V

E

L

Z

Y

B

U

I

N

T

D

I

M

C

L

L

K

O

P

H

I

S

E

K

K

I

X

P

W

D

I

A

T

E

bank draft

consignment

delivery

discount

down payment

duty unpaid

enquiry

ex works

freight

insurance

letter of credit

offer

order

samples

start up

trial

warranty

offer order samples start up trial warranty PART 2: IN THE OFFICE | UNIT 3: WE

PART 2: IN THE OFFICE | UNIT 3: WE LOOK FORWARD TO …

27

UNIT 3

Aims and objectives

In this unit the learners

work with typical phrases in an order and order confirmation.

extract relevant information from a business letter.

finalize a down payment invoice by inserting missing information from previous correspondence.

 

Answers

1.

Our experience will be at your service

 

(a)

1.

enquiry, 2. offer, 3. order, 4. order confirmation, 5. delivery note, 6. invoice,

 

7.

complaint, 8. first reminder, 9. final demand

 

(b)

1 = true, 2 = false, 3 = true, 4 = false

2. Terms of delivery

= true, 2 = false, 3 = true, 4 = false 2. Terms of delivery FAS

FAS by lighter to SS Orient, Port of London

CIF Trieste

Payment by bank draft

Ex works Kottingbrunn

Bank transfer

Letter of credit valid until 15 September.

DDU (delivery duty unpaid) Riyadh

Terms of delivery

Terms of payment

(b)

A) EXW – Ex works, ab Werk; B) CIF – Cost, Insurance and Freight (named port of destination), Kosten,

Versicherung und Fracht; C) CFR – Cost and Freight (named port of destination), Kosten und Fracht;

D) DDU – Delivered Duty Unpaid (named place of destination), Geliefert unverzollt;

E) DDP – Delivered Duty Paid (named place of destination), Geliefert, Verzollt

3.

How to say it

(a)

Thank you for your offer of 1 July. We would like to place an order for a dozen cartons of item 1245 in Ice Blue and Irish Moss. Prices are according to your price list dated 10 January. As agreed in our telephone conversation prices will be US$ 6.20 per item less the usual 3% trade discount. We are placing an order for 5,000 units CIF Trieste. We would like to confirm that payment is to be made within ten days of receipt of order. We suggest payment by letter of credit. As agreed, payment will be made by bank transfer. The goods have to reach us in the course of next week. Delivery must be made before the end of the month. The goods have to be delivered within two weeks. Your early attention to this order will be appreciated.

(b)

Model order letter Thank you for your letter of 20 August and the new catalogue. Your Mr. J. Needham called on us a few days ago

and left a range of samples. We think articles of this quality will find a ready market here and we are prepared to order the following as a trial order.

10

Angela evening bags

catalogue no 5

20

Veronica beauty boxes

catalogue no 17

50

Gloria handbags

catalogue no 34a

Prices are as per your price list dated June 2006, minus an introductory discount of 10% agreed on with Mr. Needham. We hope to receive our consignment very soon and look forward to doing further business with you in future.

ENGLISH AT WORK II 2

4. Can you place an order?

ENGLISH AT WORK II 2 4. Can you place an order? PART 2: IN THE OFFICE
ENGLISH AT WORK II 2 4. Can you place an order? PART 2: IN THE OFFICE

PART 2: IN THE OFFICE | UNIT 3: WE LOOK FORWARD TO …

29

UNIT 3

5. Green light to go ahead

(a) Invoice (in this case down payment invoice)

(b)

SAUDI CAR INDUSTRIES CORPORATION P.O. Box 15 Jubail Industrial City 31961 SAUDI ARABIA DOWN PAYMENT

SAUDI CAR INDUSTRIES CORPORATION P.O. Box 15 Jubail Industrial City 31961 SAUDI ARABIA

DOWN PAYMENT INVOICE – ORDER NO. 123456789

Dear Sirs,

5 July 2006

20% down payment for HM 400/130 UNILOG B4 injection molding machine

Total package price: EUR 104,000.00

DOWN PAYMENT AMOUNT

20,800.00

Payable after receipt of this down payment invoice to Volksbank Wiener Neustadt, account no 234-566-7890.

Yours faithfully,

BATTENFELD Kunststoffmaschinen Ges.m.b.H

Martin Scheck

ENGLISH AT WORK II 2

Wordlist

a dozen bank draft bank transfer complaint consignment delivery note down payment invoice duty unpaid enquiry final demand first reminder general conditions of supply and delivery guarantee installment insurance paid introductory discount letter of credit offer (verb,noun) order order confirmation payable after receipt of payable to range of samples ready market receipt of order start-up of the machine to call on someone to countersign to finalize to suggest trial order vendor

to countersign to finalize to suggest trial order vendor ein Dutzend Wechsel Überweisung Beschwerde, Reklamation

ein Dutzend Wechsel Überweisung Beschwerde, Reklamation Lieferung Versandbenachrichtigung Teilzahlungsrechnung Zoll nicht bezahlt Anfrage Letzte Mahnung Erste Mahnung Allgemeine Geschäftsbedingungen Garantie Raten Versicherung bezahlt Einführungsrabatt Akkreditiv Angebot, anbieten Bestellung, Auftragserteilung Auftragsbestätigung zahlbar nach Eingang von … zahlbar an eine Reihe von Kostproben, Mustern ein Markt mit guten Absatzmöglichkeiten Auftragseingang, Bestellungseingang Inbetriebnahme der Maschine jemanden besuchen gegenzeichnen abschließen, fertig stellen vorschlagen Probeauftrag, Probebestellung Verkäufer

PART 2: IN THE OFFICE | UNIT 3: WE LOOK FORWARD TO …

31

UNIT 4

UNIT 4 4 WOULD YOU LIKE TO LEAVE A MESSAGE? 1. Order No 123456789 – The

4 WOULD YOU LIKE TO LEAVE A MESSAGE?UNIT 4 1. Order No 123456789 – The machine is ready for shipment (a) Look at

1. Order No 123456789 – The machine is ready for shipmentUNIT 4 4 WOULD YOU LIKE TO LEAVE A MESSAGE? (a) Look at the headline, the

(a) Look at the headline, the photo and the phrases in (b) below. What do you think the telephone conversation will be about? Write two sentences with your guess below.

Now listen to the telephone conversation and see whether you guessed right!

(b) Listen again to the recorded telephone conversation, decide whether the following statements are true or false and mark them T or F in the box next to the sentence.

 

T

F

(1) Mrs. Kartinger from Battenfeld cannot be connected to Mr. Musni Zaki.

   

(2) Mustafa Jamail can take a message for Mr. Musni Zaki.

   

(3) The injection molding machine will be shipped tomorrow.

   

(4) Battenfeld will send technicians to assemble the machine in Saudi Arabia.

   

(5) A written delivery note will be e-mailed.

   

(c) Listen again and tick those phrases you hear in the dialogue.

 

Who says what?

 

He is not in the office right now.

 
 

Can I ask him to ring you back?

 
 

Could you take a message for …?

 
 

Could you tell him please that …

 
 

Can … call me back?

 
 

Can I call back in the afternoon?

 
 

Would you like to leave a message?

 
 

I have jotted it all down.

 
 

I will ask him to get back to you as soon as possible.

 

ENGLISH AT WORK II 2

(d)

Listen again to the telephone conversation and indicate the speaker using

R

for receptionist,

K

for Gerda Kartinger and

J

for Mustafa Jamail.

(e)

Listen one more time: Imagine you are Mustafa Jamail. You have to take the message. What would it read? Write it on the message pad on the right.

(f)

Work with a partner – he is Mohammed Musni Zaki. Tell him about the telephone call from Battenfeld. Explain in more detail (but based on your notes) what Gerda Kartinger has informed you about.

important message For From Time Date Phone ❑ URGENT! Message
important
message
For
From
Time
Date
Phone
❑ URGENT!
Message
2. Would you like to leave a message?

2. Would you like to leave a message?

From the given phrases decide which would be appropriate in what situation and write them in the space underneath.

I

am afraid he/she is not in at the moment. // Could you ask her to ring me back? //

When will he be back/available? // Can I call back later/in the afternoon? // I’ll get Mr. M. to call you back. // Would you like to leave a message? // Can I take a message for him? //

I

can ask him to get back to you as soon as possible. // I will ask him to ring you back.

(a)

Sie werden ihn bitten, so bald als möglich zurückzurufen.

(b)

Sie wollen wissen, wann er erreichbar sein wird.

(c)

Sie fragen, ob sie später nochmals anrufen können.

UNIT 4

(d)

Sie werden dafür sorgen, dass Herr M. den Anrufer zurückruft.

(e)

Sie fragen dem Anrufer, ob sie eine Nachricht entgegennehmen können.

(f)

Ihr(e) Vorgesetzte(r) ist zurzeit nicht im Büro.

(g)

Sie bieten dem Anrufer an, eine Nachricht zu hinterlassen.

(h)

Sie wollen, dass ihre Gesprächspartnerin zurückruft.

(i)

Sie werden ihn bitten zurückzurufen.

3. Who has got my message?

3. Who has got my message?

Work with a partner/with partners and imagine: The secretaries were absent from work today, so everybody had to take turns taking down messages for everyone else. However, the messages got mixed up. Find your message. Players take turns trying to guess who has the message cards that match the sender cards that they hold. Each player will choose someone that he/she thinks has the target message card. If the answer is affirmative, the message is delivered and the player collects his/her target message card.

Sender cards

FROM: lawyer

FROM: secretary

FROM: insurance

FROM: bank

MESSAGE:

MESSAGE:

MESSAGE:

MESSAGE:

Documents are ready. Come and sign tomorrow.

In bed with the flu. Won’t come the rest of the week.

Documents authorizing the repairs are ready. Can take car to any garage.

Account is overdrawn. Make a deposit urgently.

Message cards

from the lawyer
from the lawyer
from your secretary
from your
secretary

You may want to think up more sender/message cards.

from the insurance
from the insurance
from the bank
from the bank

ENGLISH AT WORK II 2

4. Delivery Note

4. Delivery Note

(a) This delivery note has got all mixed up. Can you help put it in order by numbering the parts 1 – 6?

Delivery Note Order no 123456789 Seal No 4200 Container No TRLU 23 079-0

Order no 123456789 Seal No 4200 Container No TRLU 23 079-0 01 1 Battenfeld Injection molding

01

1 Battenfeld Injection molding machine HM 400/130 UNILOG B4

Screw diameter

45 mm

Lettering English

Documentation English Screen English

Voltage

230/400 V, 50 Hz

Painting Standard

02

F02

1 additional injection unit equipped for rigid PVC without internal cooling of screw and with external cooling of cylinder

03

X17

1 Euro package UNILOG B4 consisting of

06

B21

Interface for robot

04

A31

1 Swivel pillar crane without hoist (800 kg)

04

A34

1 Electrical change hoist (800 kg)

04

E01

2 additional manuals in English

05

F03

1 big spare parts package

5th November 2006

Saudi Car Industries Corporation Purchasing Department PO Box 150 Riyadh 11693 SAUDI ARABIA

Weight: 4,600 kgs

(b) From the delivery note can you find out whether the following statements are true (T) or false (F)?

 

T

F