English At Work

2 ENGLISH AT WORK II

Impressum © English at Work 2 Medieninhaber und Herausgeber Bundesministerium für Wirtschaft und Arbeit Stubenring 1, 1011 Wien www.bmwa.gv.at

Im Rahmen der 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, [email protected] 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: Unit 1: Unit 2: Unit 3: Unit 4:

ENGLISH FOR THE GLOBAL MARKET Looking for a job Applying for a job At the airport The Interview

4 – 13 14 – 23 24 – 33 34 – 46

PART 2: Unit 1: Unit 2: Unit 3: Unit 4:

IN THE OFFICE: ENGLISH FOR OFFICE PROFESSIONS Who’s calling? Yours sincerely We look forward to doing business with you Would you like to leave a message?

4 – 13 14 – 23 22 – 31 32 – 41

PART 3: Unit 1: Unit 2: Unit 3: Unit 4:

AT THE HOTEL: ENGLISH FOR TOURISM AND SERVICE PROFESSIONS At the reception 4 – 13 In the restaurant 14 – 19 Austrian wine 20 – 25 Health and beauty at the hotel 26 – 31

CD – TABLE OF CONTENTS PART 1: 1. 2. 3. 4. 5.

ENGLISH FOR THE GLOBAL MARKET Unit 2: The Follow Up Unit 3: At the Airport Unit 3: Customs and Immigration Unit 3: The Taxi Unit 4: The Interview

21 24 28 29 40

PART 2: 6. 7. 8. 9.

IN THE OFFICE: ENGLISH FOR OFFICE PROFESSIONS Unit 1: Mohammed Musni Zaki calling Unit 1: Spelling Unit 4: Order no. 123456789 Unit 4: We need a visa

5 11 32 36

PART 3: 10. 11. 12. 13. 14.

AT THE HOTEL: ENGLISH FOR TOURISM AND SERVICE PROFESSIONS Unit 1: Answering the phone Unit 1: Meeting the guests Unit 2: Are you ready to order? Unit 3: What wine would you recommend? Unit 4: A personal treatment

6 8 16 23 29

PART 2: IN THE OFFICE

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1 WHO’S CALLING? Headline:

Our company has always been a trend setter in developing innovative 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 optimizing 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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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 E L A K S T A I C

bumpers windows headlights door handles motor steering wheel mirrors seats gear stick 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.

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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.

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UNIT 1

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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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(b) SELFTEST How good are you already? Below you find a random choice of typical situations you may encounter when receiving/making a telephone 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!

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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 2. What can I do 3. Could I ask 4. Can you hold 5. Can I get 6. Can you read that 7. Can you call me 8. I’ll get on 9. I’ll see what 10. I don’t normally deal 11. I’ll need to check 12. Right, I’ll wait





























a. b. c. d. e. f. g. h. i. j. k. l.

who’s calling please? back within the hour? that against the computer. back to you on that? with this, actually. I can do. to hear from you, then. you? back to me? on for a moment, please? to it right away. 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 ■ 74

■ 30 ■ 250

■ 17 ■ 2,500

■ 71 ■ 1,060

■ 18 ■ 55,555

■ 80 ■ 25,002

■ 47 ■ 0

12-454 ■

33/044

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

■ 1/2 ■

1/3

■

1/4

■

15 %

■

1.2 m

■

(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. ...........................................................................................

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UNIT 1

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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

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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. 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!

M R R M M R K K

6. Can you spell that? (a) Introducing yourself: - Bank of England. Good morning/afternoon/evening. What can I do for you? - 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.

How to reply when someone is not available: - He is in a meeting right now. He will be back at around 4 o’clock. - What time could I reach him/her? - 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

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Wordlist a stand accessories ample bumpers components comprehensive congrats (short for congratulations) customer support economic success fair favorable gearstick handbrake headlights I would be obliged if I’m afraid injection molding offer (noun, verb) process technology product samples product/mold design

Messestand Zubehör vielfältig, umfassend Stoßstange Teile, Komponenten umfassend Gratulation, Glückwünsche Kundenbetreuung wirtschaftlicher Erfolg Messe günstig, vorteilhaft Schaltknüppel Handbremse Frontlicht Ich wäre Ihnen verbunden wenn … Ich fürchte, … Spritzgießtechnik Angebot, anbieten Verfahrenstechnik Produktmuster Produktdesign/ Formgestaltung

production unit reliable sales manager steering wheel supplementary the line is very bad to do business with

Produktionslinie verlässlich Verkaufsleiter Lenkrad zusätzlich die Verbindung ist sehr schlecht mit jemandem Geschäfte machen to exceed überschreiten to give green light grünes Licht geben to hold on Apparat to hold the line bleiben Sie dran/ bleiben Sie am Apparat to implement anwenden to leave a message eine Nachricht hinterlassen to meet a demand die Nachfrage befriedigen to optimize verbessern to put someone through jem. durchstellen to rely on sich auf jemanden verlassen to reveal enthüllen to speak up lauter sprechen user-friendly anwenderfreundlich Autoteile vehicle components within the hour noch in dieser Stunde

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CD Script – Mohammed Musni Zaki calling Receptionist: Musni Zaki:

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

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UNIT 2

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2 YOURS SINCERELY

ENGLISH AT WORK II

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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.

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.





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

body of the letter

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
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 typed name




your signature





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

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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

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2/7/2005

2006-08-03

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(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 (B) Dear William (C) Dear Sir or Madam











Yours faithfully Yours sincerely 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

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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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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

salutation

our terms of delivery are

complimentary close

enclosure

Thank you for your enquiry of …

inside address

postal code

as follows

our catalogue and price list

Dear Sir or Madam,

Dear Mr. Fox,

Yours sincerely,

Yours faithfully,

With best regards,

offer

as requested

We are pleased to quote as follows:

We enclose …

our terms of payment are

YOUR BINGO CARDS

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UNIT 2

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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.

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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




salutation




body of the letter







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.




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




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 common 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 4 May 2006 2 July 2005 4th May 2006 2nd July 2005

2006-08-03 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

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(e) Correct addresses Ms. Fiona Hunter 123 Cromwell Road London SW7 4ET

2

Los Torros Motel 110 Mission Bay Drive San Diego CA 192108

Mr. Charles Chapman 109 Bay Walk Carson City NV 89710Bristol BR7 8KL

Mountain Bikes Ltd 12 Avonmouth Road

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.

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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

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

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UNIT 3

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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.

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order


enquiry


order confirmation


offer


complaint


invoice


delivery note


first reminder


final demand

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(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.

Terms of delivery




Terms of payment













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

(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 …

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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 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) consig nment

3) new

4) list

5) samples

6) discount

7) future

order 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 20 Veronica beauty boxes 50 Gloria handbags

catalogue no 5 catalogue no 17 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 ....................... .

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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 …

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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.

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2

6. Order confirmation – word search 17 words are hidden in this word search – can you find them?

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bank draft discount enquiry insurance order trial

consignment down payment ex works letter of credit samples warranty

delivery duty unpaid freight offer start up

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

27

UNIT 3

▲

Aims and objectives

▲

Answers

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.

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

Terms of delivery

Terms of payment










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

(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.

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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

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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

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

▲

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.

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ENGLISH AT WORK II

(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.

2

important

message

For From Time Phone

Date ❑ URGENT!

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: Documents are ready. Come and sign tomorrow.

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

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

MESSAGE: Account is overdrawn. Make a deposit urgently.

from your secretary

from the insurance

from the bank

Message cards

from the lawyer

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 ________________________________________ ________________________________________

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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

▲

Answers

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.

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

02 F02 03 X17 06 B21 04 A31 04 A34 04 E01 05 F03

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 1 additional injection unit equipped for rigid PVC without internal cooling of screw and with external cooling of cylinder....... 1 Euro package UNILOG B4 consisting of Interface for robot 1 Swivel pillar crane without hoist (800 kg) 1 Electrical change hoist (800 kg) 2 additional manuals in English 1 big spare parts package

Weight: 4,600 kgs

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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:

Kartinger: MZ:

K:

40

… 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. Do you happen to have the address of the Embassy at hand? 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-ul-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. 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)

ENGLISH AT WORK II

2

▲

Wordlist a favor accommodation at hand available be/rest assured that... concrete foundations consignment crane delivery note diplomatic staff do you happen to have embassy hoist in writing interface lettering manual screw diameter seal shipment spare parts to assemble to be ready for shipment to be well within schedule to dismantle to erect to fill someone in on ... to leave a message to ring back, to call back to speed something up to take a message to unload trial run (noun), (verb) voltage

ein Gefallen Unterbringung zur Hand verfügbar seien Sie versichert, dass ... Betonfundamente Warensendung Kran Versandanzeige diplomatisches Personal haben Sie zufällig Botschaft Aufzug, Winde schriftlich Schnittstelle Beschriftung Gebrauchsanweisung Schraubendurchmesser Siegel, Plombe Versand, Verschiffung Ersatzteile zusammenbauen bereit zum Versand gut im Terminplan sein abbauen, zerlegen aufstellen, aufrichten jemanden darüber informieren, dass … eine Nachricht hinterlassen zurückrufen etwas beschleunigen, vorantreiben eine Nachricht entgegennehmen abladen, ausladen Problelauf (n), probelaufen (v) Spannung

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

41

NOTES

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ENGLISH AT WORK II

2

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

43