2

ENGLISH AT WORK II
 Impressum
© English at Work 2
Medieninhaber und Herausgeber

Bundesministerium
für Wirtschaft und Arbeit
Stubenring 1, 1011 Wien Im Rahmen der
www.bmwa.gv.at go international Initiative

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

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.

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TABLE OF CONTENTS
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 CONTENTS
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

PART 2: IN THE OFFICE 3

 UNIT 1
▲

1 WHO’S CALLING?
Headline:

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:

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 ENGLISH AT WORK II 2

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?

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

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?

Compare your results with a partner.

PART 2: IN THE OFFICE | UNIT 1: WHO’S CALLING? 5

 UNIT 1

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
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!

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.

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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.

PART 2: IN THE OFFICE | UNIT 1: WHO’S CALLING? 7

 UNIT 1

Introducing yourself Asking who is on the telephone

Asking for someone Connecting someone

How to reply when someone is not available Wrong number

To avoid misunderstandings When you are in trouble

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 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!

PART 2: IN THE OFFICE | UNIT 1: WHO’S CALLING? 9

 UNIT 1

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

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:

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9. Spelling

(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: 1. ...........................................................................................

2. ...........................................................................................

3. ...........................................................................................

4. ...........................................................................................

Write the names dictated to you by your partner here:

1. ...........................................................................................

2. ...........................................................................................

3. ...........................................................................................

4. ...........................................................................................

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. What is made of plastic in a car? – PLASTIC
3. Mohammed Musni Zaki calling
(a) Saudi Arabia; (b) Mrs. Kartinger, the sales manager; (c) at the International Trade Fair AAME in Riyadh;
(d) 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, - The line is busy at the moment.
Austria. Wrong number:
Asking who is on the phone: - Oh, isn’t this MacMillan’s Publishers?
- May I ask who’s calling please? I’m sorry I must have got the wrong number.
- Could you give me your name again please? - I’m afraid this isn’t the number you wanted.
Asking for someone: To avoid misunderstandings:
- May I speak to Mr. Sephton, please? - I’m afraid I didn’t quite catch what you just said.
- I’d like to speak to somebody about … - Could you spell that?
- Could you put me through to Mrs. Cooper, please? - Can you give me the reference/order number?
- What time can we reach him/her? - Could you please repeat what you just said?
- Can I have extension 321? When you are in trouble:
Connecting someone: - Could you possibly speak more slowly?
- Can you hold the line? - Could we call you back within the hour?
- Can you hold on a moment, please? - I will send you a fax.
- Just a moment, I’ll put you through to the
Marketing Department.

(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

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 ENGLISH AT WORK II 2
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Wordlist
a stand Messestand production unit Produktionslinie
accessories Zubehör reliable verlässlich
ample vielfältig, umfassend sales manager Verkaufsleiter
bumpers Stoßstange steering wheel Lenkrad
components Teile, Komponenten supplementary zusätzlich
comprehensive umfassend the line is very bad die Verbindung ist sehr schlecht
congrats (short for to do business with mit jemandem
congratulations) Gratulation, Glückwünsche Geschäfte machen
customer support Kundenbetreuung to exceed überschreiten
economic success wirtschaftlicher Erfolg to give green light grünes Licht geben
fair Messe to hold on Apparat
favorable günstig, vorteilhaft to hold the line bleiben Sie dran/
gearstick Schaltknüppel bleiben Sie am Apparat
handbrake Handbremse to implement anwenden
headlights Frontlicht to leave a message eine Nachricht hinterlassen
I would be obliged if Ich wäre Ihnen to meet a demand die Nachfrage befriedigen
verbunden wenn … to optimize verbessern
I’m afraid Ich fürchte, … to put someone through jem. durchstellen
injection molding Spritzgießtechnik to rely on sich auf jemanden verlassen
offer (noun, verb) Angebot, anbieten to reveal enthüllen
process technology Verfahrenstechnik to speak up lauter sprechen
product samples Produktmuster user-friendly anwenderfreundlich
product/mold design Produktdesign/ vehicle components Autoteile
Formgestaltung within the hour noch in dieser Stunde
▲

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
International Trade Fair AAME in Riyadh earlier last year and discussed your injection
molding technology systems at your stand.
K: Oh hello, … yes, of course, Mr. Musni Zaki, nice to hear from you. How are you?
Have you thought about our offer?
M: Well, that’s exactly why I’m calling. The company management has given green light for the new
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 …
K: With pleasure. I will make sure our offer will reach you before the end of this week by e-mail, and
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 …
M: 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.

PART 2: IN THE OFFICE | UNIT 1: WHO’S CALLING? 13

 UNIT 2
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2 YOURS SINCERELY

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 ENGLISH AT WORK II 2

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

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.

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

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

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

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

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

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

your typed name
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.

PART 2: IN THE OFFICE | UNIT 2: YOURS SINCERELY 15

 UNIT 2

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!

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)
11th 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. shows that you have put something else in the envelope
Cc shows that you have sent a copy of the letter to someone else

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

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 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 Mr. ______________________________ (c) Dear Ms. ______________________________

(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

PART 2: IN THE OFFICE | UNIT 2: YOURS SINCERELY 17

 UNIT 2

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.

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 ENGLISH AT WORK II 2

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.

our terms complimentary

letter head salutation enclosure
of delivery are close

Thank you
our catalogue
for your inside address postal code as follows
and price list
enquiry of …

Dear Sir Yours Yours With best

Dear Mr. Fox,
or Madam, sincerely, faithfully, regards,

We are pleased
our terms
offer as requested to quote We enclose …
of payment are
as follows:

YOUR BINGO CARDS

PART 2: IN THE OFFICE | UNIT 2: YOURS SINCERELY 19

 UNIT 2
▲

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.
▲

Answers
1. Our offer:
a) 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

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.

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

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

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

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

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

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

your typed name
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.

4. Make sure you get it right

(a) Dates
4.5.06 2/7/2005 2006-08-03
4 May 2006 2 July 2005 3 August 2006
4th May 2006 2nd July 2005 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

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 ENGLISH AT WORK II 2

(e) Correct addresses

Ms. Fiona Hunter Los Torros Motel
123 Cromwell Road 110 Mission Bay Drive
London SW7 4ET San Diego CA 192108

Mr. Charles Chapman Mountain Bikes Ltd

109 Bay Walk 12 Avonmouth Road
Carson City NV 89710Bristol BR7 8KL

Peter Inc.
324 25th Street
Ogden UT 84401

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

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.
▲

Wordlist
as requested wie verlangt response Antwort
available options verfügbare Möglichkeiten salutation Anrede
carbon copy Durchschlag, Kopie samples Produktmuster
common with üblich bei special notes Vermerke
complimentary close Grußformel straight-forward direkt
concise umfassend terms of delivery Lieferbedingungen
enclosed in der Beilage terms of payment Zahlungsbedingungen
enclosure Beilage to hesitate zögern
enquiry Anfrage to intend beabsichtigen
flush left linksbündig to quote anbieten
further information weitere Information under separate cover in getrennter Post
I take pleasure in sending … Ich freue mich … unit Einheit, Stück
zu übersenden we are pleased to offer you … wir freuen uns Ihnen …
inside address Empfängeranschrift anbieten zu können.
letter heading Briefkopf your enquiry of 7 June Ihre Anfrage vom 7. Juni
offer (noun, verb) Angebot, anbieten yours faithfully Hochachtungsvoll
postal code Postleitzahl yours sincerely Mit freundlichen Grüßen
request eine Anfrage, Bitte

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

(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

22
 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

(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.

A) EXW

B) CIF

C) CFR

D) DDU

E) DDP

PART 2: IN THE OFFICE | UNIT 3: WE LOOK FORWARD TO … 23

 UNIT 3

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

order for 5,000 units CIF Trieste.

conversation, prices will be
US$ 6.20 per

We are placing an

be made by bank transfer.

We would like to confirm

item less the usual 3% trade discount.

that payment

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.

3) new 7) future
1) Business 2) consig 5) samples 6) discount order
nment 4) list 8) trial

Thank you for your letter of 20 August and the ............. catalogue. Your Mr. J. Needham called on us a
few days ago and left a range of ............ We think articles of this quality will find a ready market here
and we are prepared to order the following as a .................

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 ........... dated June 2006, minus an introductory .................... of 10% agreed
on with Mr. Needham.
We hope to receive our ........................... very soon and look forward to doing further ........................
with you in ....................... .

24
 ENGLISH AT WORK II 2

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.

PART 2: IN THE OFFICE | UNIT 3: WE LOOK FORWARD TO … 25

 UNIT 3

5. Green light to go ahead

........................................ (inside address)

........................................
........................................
........................................

5 July 2006

DOWN PAYMENT INVOICE – ORDER NO. .............................. (ORDER NUMBER)

Dear Sirs,

.......% down payment for (item purchased)

Total package price: EUR 104,000.00

DOWN PAYMENT AMOUNT € ...............................

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.

26
 ENGLISH AT WORK II 2

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

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

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) 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.

28
 ENGLISH AT WORK II 2

4. Can you place an order?

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

5 July 2006

DOWN PAYMENT INVOICE – ORDER NO. 123456789

Dear Sirs,

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

30
 ENGLISH AT WORK II 2
▲
Wordlist
a dozen ein Dutzend
bank draft Wechsel
bank transfer Überweisung
complaint Beschwerde, Reklamation
consignment Lieferung
delivery note Versandbenachrichtigung
down payment invoice Teilzahlungsrechnung
duty unpaid Zoll nicht bezahlt
enquiry Anfrage
final demand Letzte Mahnung
first reminder Erste Mahnung
general conditions of supply and delivery Allgemeine Geschäftsbedingungen
guarantee Garantie
installment Raten
insurance paid Versicherung bezahlt
introductory discount Einführungsrabatt
letter of credit Akkreditiv
offer (verb,noun) Angebot, anbieten
order Bestellung, Auftragserteilung
order confirmation Auftragsbestätigung
payable after receipt of zahlbar nach Eingang von …
payable to zahlbar an
range of samples eine Reihe von Kostproben, Mustern
ready market ein Markt mit guten Absatzmöglichkeiten
receipt of order Auftragseingang, Bestellungseingang
start-up of the machine Inbetriebnahme der Maschine
to call on someone jemanden besuchen
to countersign gegenzeichnen
to finalize abschließen, fertig stellen
to suggest vorschlagen
trial order Probeauftrag, Probebestellung
vendor Verkäufer

PART 2: IN THE OFFICE | UNIT 3: WE LOOK FORWARD TO … 31

 UNIT 4

4 WOULD YOU LIKE

▲

TO LEAVE A MESSAGE?

1. Order No 123456789 – The machine is ready for shipment

(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.

32
 ENGLISH AT WORK II 2

(d) Listen again to the telephone conversation

and indicate the speaker using important
R for receptionist,
K for Gerda Kartinger and
J for Mustafa Jamail.
message
For
From
Time Date
(e) Listen one more time: Imagine you are Phone
Mustafa Jamail. You have to take the ❑ URGENT!
message. What would it read?
Write it on the message pad on the right. Message

(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.

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.

PART 2: IN THE OFFICE | UNIT 4: WOULD YOU LIKE TO LEAVE A MESSAGE? 33

 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?

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. In bed with the flu. Documents authorizing Account is overdrawn.
Come and sign Won’t come the rest of the repairs are ready. Can Make a deposit
tomorrow. the week. take car to any garage. urgently.

Message cards

from your
from the lawyer from the insurance from the bank
secretary

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

34
 ENGLISH AT WORK II 2

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

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

(1) The type of injection molding machine packed is HM 1000/700.

(2) The diameter of the screw is 45 mm.

(3) All documentation is in Arabic.

(4) The voltage is 220V.

(5) The total weight of the consignment is less than 5,000 kgs.

PART 2: IN THE OFFICE | UNIT 4: WOULD YOU LIKE TO LEAVE A MESSAGE? 35

 UNIT 4

5. We need a visa!

(a) Listen to telephone conversation between Mohammed Musni Zaki and Gerda Kartinger.
What is the problem?

(b) To be able to assist you will need to note down important pieces of information.
Listen again and find out:

A) the address of the Embassy in Riyadh

… to have the address of the Embassy at hand?

That’s ___________________________________

_________________________________________

B) the names of the two trainees

Glad to invite ____________________________

________________________________________

________________________________________

C) the duration and starting date of the training.

… for a two-weeks-training at Battenfeld

________________________________________

________________________________________

D) Who will pay for accommodation and travel of the trainees?

Don’t forget to mention that

________________________________________

________________________________________

36
 ENGLISH AT WORK II 2

(c) Write an invitation letter to the Embassy with the required details based on the telephone conversation
to assist in issuance of an entry visa for Austria.

PART 2: IN THE OFFICE | UNIT 4: WOULD YOU LIKE TO LEAVE A MESSAGE? 37

 UNIT 4
▲

Aims and objectives

In this unit the students learn to
■ take messages on the telephone and pass on information
■ verify a delivery note for accuracy and completeness
■ write a short letter based on comprehensive and detailed information available from a telephone call.
▲

Answers
1. Order No 123456789 – The machine is ready for shipment
(b) A = true, B = true, C = false, D = true, E = true
(c) and (d)
✔ He is not in the office right now. R
✔ Can I ask him to ring you back? R
✔ Could you take a message for …? K
✔ Could you please tell him that … K
✔ Can … call me back? K
Can I call back in the afternoon?
Would you like to leave a message?
✔ I have jotted it all down. J
✔ I will ask him to get back to you as soon as possible. J

(e) Battenfeld, Gerda Kartinger called. Injection molding machine test run and being packed and shipped this week.
Need to make sure foundations finished on site and crane available to unload.

2. Would you like to leave a message?
(a) I can ask him to get back to you as soon as possible.
(b) When will he be back/available?
(c) Can I call back later/in the afternoon?
(d) I’ll get Mr. M. to call you back.
(e) Can I take a message for him?
(f) I’m afraid he/she is not in at the moment.
(g) Would you like to leave a message?
(h) Could you ask her to ring me back?
(i) I will ask him to ring you back.

4. Delivery Note
(a)

Saudi Car Industries Corporation

Purchasing Department
PO Box 150
Riyadh 11693
SAUDI ARABIA

5th November 2006

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

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

Weight: 4,600 kgs

38
 ENGLISH AT WORK II 2

5. We need a visa!

(a) The trainees are having problems to get a visa for Austria.
(b) A) Diplomatic Quarter, PO Box 94373, Riyadh 11 693
B) Abdullah Fahd and Saif Yusuf
C) two weeks starting 5 October
E) Battenfeld will cover for travel costs and accommodation.

(c)

Embassy of the Republic of Austria

Diplomatic Quarter
P.O. Box 94373
Riyadh 11693
SAUDI ARABIA

5 July 2006

Letter of Invitation

Dear Sirs,

We are glad to invite

Mr. Abdullah Fahd and Mr. Saif Yusuf

for a two-week training at our factory starting 5 October 2006.

Travel and accommodation will be covered by the company.

Thank you for your assistance in issuing the visas.

Yours faithfully,

BATTENFELD
Kunststoffmaschinen GesmbH

Gerda Kartinger
Sales Manager

PART 2: IN THE OFFICE | UNIT 4: WOULD YOU LIKE TO LEAVE A MESSAGE? 39

 UNIT 4
▲

CD Script: Order no 123456789

Order No 123456789 – Listen to the following telephone conversation!

Kartinger: This is Gerda Kartinger speaking, from Battenfeld Austria.

I would like to speak to Mr. Mohammed Musni Zaki please.
Receptionist: Hold the line please, I will put you through … (phone rings, nobody answers it)
R: I am afraid he isn’t answering his phone at the moment. It seems he is not in the office right now.
Can I ask him to ring you back or would you like to be connected to his assistant?
K: Well, then put me through to his assistant please … (being connected …)
Jamail: Mustafa Jamail speaking. Can I help you?
K: Hope so. I actually wanted to speak to Mohammed Musni Zaki, but I was given to understand that he
isn’t available at the moment. I’m Gerda Kartinger from Battenfeld Austria. It’s about your order no
123456789. Could you take a message for him?
J: Certainly, with pleasure.
K: Well, could you tell him please that the injection molding machine has been trial run and is ready
for shipment. It is currently being dismantled and will be packed and shipped this week. Saudi Car
Corporation will have to make sure that the concrete foundations are finished on site and that the
crane will be available to unload the machine. Our technicians are booked to arrive in Riyadh on 15
December to assemble it and I just want to confirm that we are well within schedule, at least as far
as we are concerned. Can Mohammed call me back in due course to confirm all arrangements have been
made to receive the equipment and erect it? He has my number and extension.
J: I have jotted it all down for him and will ask him to get back to you as soon as possible.
K: Thank you for your assistance. I will also make sure he receives our delivery note by e-mail today.
Good bye.
J: Thanks for calling and have a nice day. Good bye.
▲

CD script: We need a visa

(tuning in on conversation, tone increasing slowly)

Listen to the telephone conversation between Mohammed Musni Zaki and Gerda Kartinger. Ready?

Musni Zaki: … have just come out from this meeting and thought I had to call you right back. My assistant
has just filled me in on the news. Be assured the necessary preparations have already been completed
to receive the machine and the crane will also be available. However, there is one favor I have to ask
from you. We are facing certain difficulties with the visa formalities for our two technicians to be
trained in Kottingbrunn, Abdullah Fahd and Saif Yusuf. If you could assist by sending a letter of
invitation to the Embassy in Riyadh that would certainly help to speed up formalities.
Kartinger: Do you happen to have the address of the Embassy at hand?
MZ: That’s Diplomatic Quarter, PO Box 94373, 11 693 Riyadh. I have already spoken to the diplomatic staff
there and they advised that a letter saying something like … Glad to invite Mr. Fahd, spelled A-b-d-u-
l-l-a-h F-a-h-d and Mr. Saif Yusuf, spelled S-a-i-f Y-u-s-u-f, for a two-week training at Battenfeld from
5 October would help. Don’t forget to mention that travel and accommodation will be covered by you.
K: I will see to it that such a letter gets sent today. By the way, we have arranged hotel rooms and
transfer from the airport and I will make sure you will get this confirmed in writing as well. …
(fading out off conversation)

40
 ENGLISH AT WORK II 2
▲
Wordlist
a favor ein Gefallen
accommodation Unterbringung
at hand zur Hand
available verfügbar
be/rest assured that... seien Sie versichert, dass ...
concrete foundations Betonfundamente
consignment Warensendung
crane Kran
delivery note Versandanzeige
diplomatic staff diplomatisches Personal
do you happen to have haben Sie zufällig
embassy Botschaft
hoist Aufzug, Winde
in writing schriftlich
interface Schnittstelle
lettering Beschriftung
manual Gebrauchsanweisung
screw diameter Schraubendurchmesser
seal Siegel, Plombe
shipment Versand, Verschiffung
spare parts Ersatzteile
to assemble zusammenbauen
to be ready for shipment bereit zum Versand
to be well within schedule gut im Terminplan sein
to dismantle abbauen, zerlegen
to erect aufstellen, aufrichten
to fill someone in on ... jemanden darüber informieren, dass …
to leave a message eine Nachricht hinterlassen
to ring back, to call back zurückrufen
to speed something up etwas beschleunigen, vorantreiben
to take a message eine Nachricht entgegennehmen
to unload abladen, ausladen
trial run (noun), (verb) Problelauf (n), probelaufen (v)
voltage Spannung

PART 2: IN THE OFFICE | UNIT 4: WOULD YOU LIKE TO LEAVE A MESSAGE? 41

 NOTES

42
 ENGLISH AT WORK II 2

PART 2: IN THE OFFICE | UNIT 1: WHO’S CALLING? 43