1、 72/72Unit 1 First ContactWORD CHECK (I)marketing Managerperson in charge of the marketing departmentcomputer Manager person in charge of the computer departmentto be over to be here on a visit from another countryhost person who invites or receives gueststhese partsthis areaLISTENING (I)You are goi

2、ng to hear a number of people introducing themselves. Some of the introductions involve two people, some involve three. As you listen, number these conversations in the order you hear them.A Hello, Im Nice to meet you, My names.B Hello, let me introduce myself. My names. Pleased to meet you, Im.C I

3、dont know anyone here. Youll have to introduce me. Of course. Roger, this is. Nice to meet you.D How do you do? My names Nice to meet you. Mines.E I havent met your Managing director yet. Oh, Im sorry. Doctor Mannheim, this isVery nice to meet you.F Let me introduce you two. Maxine, this is Francis.

4、 Nice to meet you.GCould you introduce me to the Marketing Manager?Of course, Philip, Let me introduce you to .Nice to meet you READ AND LEARNWORD CHECK (II)Plc Public Limited Company. A company whose shares you can buy on the Stock Exchangeannualevery year, yearlysoftwareprograms for a computer sys

5、temdevelopmentplanning new productsPersonnel departmentsection of a company which deals with staff welfare, records,training and recruitmentcolleaguefellow worker in a company or professionAccounts Department section of a company which deals with money paid or receivedmarket researchexamination of t

6、he possible demand for a product before it is put on the marketPersonal Assistantsecretary who provides special help to a manager or directorFinance section of a company which controls a companys moneyProduction Departmentsection of a company which deals with the making of the companys productsfashi

7、on designerperson who plans new styles in clothes LISTENING(II)Manders Plc are having their annual party. Listen to the dialogues overheard at the party. Match up the peoples names with their type of work. The first one has been done for you.READ AND LEARNNamesType of workPeterJohnSusanMikeSarahMr f

8、ieldsMartinJeanJeans husbandProductionPersonal AssistantSoftware developmentMarket researchFashion designPersonnelAccountsSalesFinancePRESENTATIONWe use a variety of prepositions to indicate work relationships.e.g. I work for Manders(they are my employers)I work at Manders (the place)I work with Man

9、ders (a sense of collaboration)Im in computers (general type of work)Im on the market research side (general type of work)Im in the Sales Department (specific place of work)PRACTICEGroup workIntroduce yourself to the others.Introduce the other two to each other.Ask to be introduced.Tell your job and

10、 place of work.Unit 2 Company OrganizationPresenting the CompanyWORD CHECK(I)organizationalshowing the way a company is organizedstructureorganizationManaging Director Director who is in charge of a whole companyexecutivesPeople who put decisions into actionpersonnelstafftrainingteaching employees h

11、ow to do somethingrationalisationmaking more efficientregionpart of a country / an areato splitto dividematrix (basis)organized according to two sets of criteria,e.g.geographical and functionalsectionpart of a companysubsidiarycompany which is owned by a parent companyaffiliatecompany wholly or part

12、ly owned by another companyLISTENING (I)Listen to the presentation about Rossomon Plc.,complete the organization chart below.READ AND LEARNPRESENTATIONThis section demonstrates some of the language used to describe an organization in terms of: Hierarchy Responsibilities/functions Titles Affiliates S

13、tructureHierarchy The companyis headed bythe MD. The Sales Director reports to the MD. The Sales Director is under the MD. The sales Director is accountable to the MD. The Sales Director is supported by a sales team. The Sales Director is assisted by an Assistant Sales Manager.Responsibilities/funct

14、ions The finance Department is responsible for accounting. The R&D (Research and Development) Department takes care of new product development. The Administration Manager is in charge of personnel. TitlesBelow are the main managerial titles with the US equivalents in brackets: Chairman (President) M

15、anaging Director (chief Executive Officer/Senior Vice- President) Finance Director (Vice-President-Finance) Sales Manager (Sales Director)Note: The Directors and Chairman of a company usually sit on the Board of Directors (Executive Board)AffiliatesX is the Parent company. A, B and C are subsidiarie

16、s (more than 50% owned by the parent) StructureThe Car Division consists of the Production Department and the Sales Department. The Production Department comprises the Methods Section and the Maintenance Section. The Sales Department is made up of the Advertising Section and the After-sales Section.

17、PRACTICEPair work: Describe the typical management structure of a British company.ChairmanChairmanManagingDirectorFinancialDirectorMarketingDirectorProductionDirectorPersonnelOfficerChiefAccountantSalesManagerPublicRelationsManagerAdvertisingManagerWorks/FactoryManagerPurchasingManagerPresenting Inf

18、ormation Structuring IdeasFocus: A Personnel director giving an informal presentation on the structure and organization of the department.WORD CHECK(II)to head be at the top of, be in charge of to represent act officially forto co-ordinatebring togetherselectionchoicemanpowernumber of workers needed

19、to handlelook after (a task)pensionamount of money paid regularly after a person stops work, either because of old age or illnesspostjobthe pressnewspapers in generalpolicyfixed planrecessionperiod of little economic activityto deal withorganize, look after (a task)to take care of organize, look aft

20、er (a task)LISTENING(II)PERSONNEL DIRECTOR & Manager & Manager & Manager & ManagerMain responsibilities:looks for handles and in charge of and deals with between and Listen to the Personnel director of Rossomon plc explaining the structure and organization of the department to a new member of hPERSO

21、NNEL DIRECTOR & Manager & Manager & Manager & ManagerMain responsibilities:looks for handles and in charge of and deals with between and READ AND LEARNPRESENTATIONA presentation is a talk given by a speaker to one or more listeners. To be effective, the speakers message must pass to the listeners, i

22、.e. it must be heard and correctly understood. The elements of an effective presentation are:the effective organization of the informationthe effective delivery of the informationthe effective use of language.Below, the skills and techniques needed to organize information effectively are identified.

23、Organization of information-Transparency of structure:have a clear beginning, middle and end.-Organization of content:Identify clearly the main points and the supporting points.In the listening extract, the speaker followed a number of steps:greetgreetintroduce talkintroduce selfconcludeinvite quest

24、ionssummarizeoutline talkPresent main part, divided into:Point 1Point 2Point 3etc4. PRACTICEPair workFollow the presentation flowchart above, to give a short talk (maximum 5 minutes) to a new member of your company,department or sports/social club. Decide before hand what your and your partners role

25、s are.Your presentation should: include the relevant information have a clear structure make that structure clear by using appropriate languageUnit 3 Telephone EtiquetteTelephoning 1 Making arrangementsWORD CHECK (I)installationthe process of putting new machines into an office or a factorycomplicat

26、eddifficulttechnicianskilled technical workerto sort outto put rightto fixto arrangeto manageto be able to do something, e.g. meet on Tuesdayto suitto be suitable or convenientLISTENING (I)Listen to the three telephone calls. As you listen, complete the table below.CallName of person calledName of c

27、allerReason for callResult of call123READ AND LEARNPRESENTATIONThe telephone conversations you heard in the dialogues included a number of steps, in particular:Identifying yourself/your companyAsking the caller to identify himself/herselfAsking for a connectionTaking/leaving a messageExplaining the

28、reason for the callMaking appointmentsSigning offNow look at the language used in these steps.1.Identifying yourself/your companyKrondike Electronics. Can I help you?(a typical switchboard)John Bird speakingThis is Pete EdwardsJohn here2. Asking the caller to identify himself/herselfWhos calling ple

29、ase?3. Asking for a connectionId like to speak to _, please.Could you put me through to _, please.Id like to speak to someone about deliveries, please.4. Taking/leaving a messageIm afraid hes out at the moment. Can I take a message?Can you ask him to call me back?5. Explaining the reason for the cal

30、lThe reason I called is _.I am (just) phoning to _.6. Making appointmentsCould you manage Tuesday?What about Friday?Shall we say two oclock?Just a moment, Ill get my diary.Im sorry, Im out all day.Friday would be fine.That suits me.7. Signing off I look forward to seeing you.Thanks for calling.Goodb

31、ye.Bye.PRACTICEPair work Student A:You are a Peterson. Telephone Student B and ask to speak to B Rogers(you can use the title Mr/Mrs/Miss/Ms or their first name). You want to speak to him/her about an order. Your telephone number is (0732) 435501B Rogers calls you back. You want to order some shoes.

32、 Before you order you would like to know the price for 10 pairs of model A293. confirm the price and tell him/her you will fax the order right away.You are A Taylor. Telephones Student B(B Dunn) to arrange a meeting to discuss your visit to Japan. You want to meet next week. Below is your diary for

33、next week.MondayThursdayMorning Morning Meeting with sales manager 10:00-12:00 Lunch with children Lunch with RossAfternoonAfternoon Prepare report Board Meeting 14:30-17:00TuesdayFridayMorningMorning Leave for JapanAfternoon visit Ross factory 14:00-18:00afternoonWednesdaySaturday SundayMorning 09:

34、00 meet sales reps 11:00 drive to ManchesterAfternoon Visit two clients 15:00 Mr peacock 16:00Miss DavisTelephoning 2 Information Handling (Late Payment)Focus: Making phone calls to chase late paymentsWORD CHECK(II)invoice billpayment money given in return for goods or servicesto transfermove, e.g.

35、money, from one place,e.g.a bank, to anotherto sort out (a problem)solve.enquiryquestionto credit put money into an accountround figurenumber ending in 0, e.g. 3,500a charge money that must be paid for a serviceto convertchange from one currency to another1. LISTENING (II)Listen to a series of three

36、 phone calls about late payment of invoices. As you listen, complete the table below.Call 1Name of caller:Person called:Date of invoice:Action- What:- When:Call 2Bank account details:Number:-Bank name:Action- What:- When:Call 3Company name:Credit- Actual amount:- Expected amount:- Day:2. READ AND LE

37、ARN3. PRESENTATIONIn the phone calls, the parties used the following techniques for handling problems:Asking for repetitionAsking for clarificationAsking for verificationAsking for spellingCorrecting informationBelow are some sentences that you can use:Asking for repetitionYou may need to ask for re

38、petition in two situations: if you didnt hear what was said, or if you didnt understand what was said,A: if you didnt hear, you can use one of these phrases: Sorry?(with a rising intonation) Pardon?(with a rising intonation) Pardon me?(with a rising intonation)(US) Excuse me?(with a rising intonatio

39、n)(US)Another strategy is to state your problem and then make a request.Stating your problem: (Im) sorry. I didnt hear what you said. I didnt quite catch what you said. I didnt quite catch that.Making your request:Could you repeat what you said, please?Could you repeat that /say that again, please?B

40、: If you didnt understand, you can state your problem and then make a request:Stating your problem: (Im) sorry. I dont quite follow you. I dont understand what youve just said.Making your request:Could you go over that again, please?Asking for clarificationI you feel the speaker is being vague or im

41、precise; you can use one of the following expressions to ask for more preciseInformation: What do you mean, exactly? What exactly do you mean by incorrect bank details?Could you explain what you mean, please?Asking for verificationIf you want to check that you have understood what the speaker has sa

42、id, you can use one of the following expressions: Did you say the Bank of Scotland?(stressed, to check that it is the correct word) Let me just check. The account number is 40211686. Is that right?Asking for spellingCan/Could you spell that, please?Correcting informationIt is quite common ot soften

43、a correction by using a polite formula before making the correction: (Excuse me.) Not the 30th. The 13th. (Sorry, thats not quite right.) It should be the 13th, rather than the 30th. (Sorry, I think youve made a mistake.)The 13th rather than the 30th.4.PRACTICEPair work4.1 Student A: You are the Mar

44、keting Manager of Vitaco, a major supplier of pharmaceutical products. Next month you are spending two days in the Republic of Surnamia to try and boost business there. At present you work through a small agency, surimport. Your agent there has agreed to arrange a number of visits to prospective cus

45、tomers. However, you are not convinced that your agent is really looking after Vitacos interests and are keen to show him/her that this visit is important for the future relationship between your two organizations.Call your agent and ask for details of the visits. The visits need to be fitted into a

46、nd written into the timetable below.Day1Day208:0008:0009:0009:0010:0010:00 Address to Anglo-surnamia 11:0011:00 friendship Club12:0012:0013:00 Lunch with Chamber of Commerce 13:0014:00 till 14:3014:0015:0015:0016:0016:0017:0017:00 flight to Mansuria18:0018:0019:0019:0020:00 Dinner With Commissioner2

47、0:0021:0021:004.2 Student A: You are the agent for Student Bs company (Komestico) in the Republic of Mansuria. Your agency, Mansimport, represents a number of domestic appliance companies. However, you have been able to negotiate better discounts with domesticos competitors and therefore are better

48、able to sell their products. You have met Domesticos Marketing Manager(Student B)before and you did not like his/her aggressive manner. Nevertheless, you would like to continue to represent Domestico as they have one good product which you can sell quite easily.Domesticos Marketing Manager has infor

49、med you that he/she intends to visit Mansuria for two days next month and has asked you to set up a number of visits to prospective customers. You dont really want him/her to come. At the last minute you have contacted a few prospective customers. Below are your notes. Student B is going to call you

50、 to ask you for the details.Before Student B calls you, write int the names of the companies and contacts for the visits. Use your imagination to invent some suitable names for the phone conversation. Company:_Contact:_Visit: Day 1 10.30Company:_Contact:_Visit: Day 2 12.30Company:_Contact:_Visit: Da

51、y 1 14.30Company:_Contact:_Visit: Day 2 12.30Company:_Contact:_Visit: Day 1 11.30Company:_Contact:_Visit: Day 2 16.30Unit 4Sales ReviewWORD CHECKtargetlevel, e.g. of sales, to aim forperformancehow good or bad the results areproductthing which is made or manufacturedto launchto put a new product on

52、the marketpeakhighest pointunitsingle productsteadilyin a regular or continuous wayto settleto stay at the same levelrapidlyquicklyslightlynot very much, a littleresultsoutcome of the years tradingLISTENINGListen to the sales review. As you listen, match the model number of the product to the graph.

53、Models: A1456, B2456, C3456Graph 1Sales performance: Model_600Sales 000s6006016012345100200300400500yearGraph 2Sales performance: Model_600Sales 000s6006016012345100200300400500yearGraph 3Sales performance: Model_600Sales 000s6006016012345100200300400500yearREAD AND LEARNUnit5Project ReportingFocus:

54、 Two colleagues discussing the progress of a marketing campaignWORD CHECKoriginal(plan)first, initialpreliminary(test)before starting the main stage, initial(small-scale)to run (rest)do.encouragingshowing positive resultsto scale upincrease to greater volumetoolingmachines needed for productionpromo

55、tion literatureleaflets, posters. etc., used to publicize/advertisemedia coveragereports, publicity in newspapers, on TV, etc.LISTENING Listen to the dialogue in which two colleagues discuss the progress of a marketing campaign. As you listen, complete the key for the project planner belowPROJECT PL

56、ANNINGSeptOctNovDecJanFebMarApril(now)MayKey a. b. c. d. e.READ AND LEARNWORD STUDYMatch the words on the left with their closest equivalents (synonyms) on the rightPreliminaryto prepareto run (a test)in limited quantitiesto reach (a target)to haveto scale up (production)informedTo work on (somethin

57、g)a stagea phaseinitialon a small scaleto increase(keep me) up on dateTo carry outto hold (a press conference )to achieve(tell me) where we standwhat the position isPRACTICEPair workDiscuss the timing of a project involving the launch of a new product.Student A: Use the project planner below to answ

58、er your partners questions about project timing. The present date is August 15th.PROJECT PLANNERLast yearThis year (now)Next yearJFMAMJJASONDJFMAMJJASONDJFMAMJJASOND=product development=prototype ready=product development=prototype ready=test market=collect results=present test results=prepare natio

59、nal launch=press conference=advertising campaign=launch dateUnit 6 Performance AnalysisFocus: A telephone call between two colleagues discussing quarterly resultsWORD CHECKquarterlyevery 3 months to clear (sales)reachto pick up (an order)get, winstock levelamount of stock (goods) in storesto reconth

60、inkrecessioneconomic decline in an area/countryto bottom outreach the lowest pointboomfast economic growth1. LISTENINGListen to the telephone call between a European Sales Manager and her French area salesman. They are discussing quarterly results. As you listen, complete the figures below.ProductFo