CURS LB.

ENGLEZA COMUNICARE IN AFACERI (Comert)

CONTENTS
1. Communication in Business:
Electronic technologies in business communication
Oral and written presentations in business
Business Meetings
2. Organizational culture and business environment
Social and business culture. Case study
Cross cultural negotiations
3. Business Letter Writing - Internal Documents
Memo, minute, report
4.

Business Letter Writing External Documents (I)

Letters of inquiry/replies;
Placing an order/acknowledgement of receipt of
order/cancelling or changing an order

5.

Business Letter Writing External Documents (II)

Invoicing;
Letters of complaint/replies

6. Insurance and transport. The necessary documents

7. Means of payment. Banking letters

SOME BUSINESS VOCABULARY

1. Translate the following sentences into Romanian:
1. He is an auditor as his job is to examine the financial records of companies or
business organizations.
2. Every year the shareholders take part in the General Annual Meeting where the
annual report is presented.
3. Which is the first item on the agenda in todays meeting?
4. Each year the shareholders are sent the companys balance sheet that shows if the
company has been profitable or not.
5. The Board of Directors is presided by a Chairman.
6. The economic crisis may lead to the bankruptcy of many small and mediumsized companies.
7. The shareholders will have to accept a takeover bid.
8. Increasing taxation further will have bad effects for small companies.
9. The Charter is an official document describing the aims, rights and principles of
an organization.
10. He has never been employed but he has been working as a freelancer for five
years.
11. A public companys shares can be bought on the Stock Exchange
12. The Japanese shareholders own 60% percent of this company.
13. The owner of a sole proprietorship or one-man business incurs all the debts of
the company.
14. Our company has just opened a new subsidiary in Latin America.
15. The sleeping partner invests money in a business but does not take part in its
management.
16. This merger will create the biggest airline company in our country.

17. Holland is a country with high levels of bike ownership.

18. What is your companys annual turnover?
19. In a limited partnership the owners are responsible for a limited amount of the
companys debts.
20. The notification will be sent to all employees within two weeks.
Shareholder/stockholder
Shares/stocks
Balance sheet/assets and liabilities
To go bankrupt/bankruptcy
A failed company
To take over/takeover
To merge/merger
Bid/bidder
Bid bade - bidden/forbid forbade forbidden
auction
Taxes
Taxation
Fee tuition fee (doctor, dentist, lawyer)
To incur debts/losses/expenses
Fare/fair/ trade fair
Stock Market/ Commodity market/Commodity Exchange/Stock exchange
Self-employed/freelancer
Private company/public company
Equity
To incur the debts/losses
To notify/notification
To employ/to hire/to take on staff
Employer/employee
Employment/work/labor unemployment/labour laws
To be unemployed/to be jobless/to be out of work
To fire/to give the sack/to dismiss
To make redundant/ to lay off
Labour laws
Labour market
II. Translate into English:
1. Bursa de valori joaca un rol esential in lumea afacerilor in zilele noastre.
2. The Stock Exchange plays a vital role in todays business world.
3. Toate problemele importante vor fi incluse pe ordinea de zi.

4. All the important items will be included on the agenda.

5. Comitetul director se va intruni nu mai tarziu de 15 aprilie a.c.
6. The Board of Directors will meet no later than 15th April
7. Presedintele Comitetului director se va intalni cu toti actionarii pentru a le expune
noile conditii cerute pe piata inernationala.
8. The Chairman of the Board of Directors will meet all the shareholders to
present/to let them know the new terms required on the international market.
9. Intreprinderile mici si mijlocii pot primi fonduri nerambursabile din partea
Uniunii Europene pentru a se dezvolta.
10. The small and medium-sized companies can receive non-refundable funds from
the EU in order to develop.
11. Expertii contabili au obligatia sa verifice bilantul contabil din sase in sase luni.
12. The certified accountants have the obligation to check the balance sheet every
six months.
13. Rezultatele filialei noastre din Asia sunt incurajatoare datorita cresterii venitului
net cu 20% fata de anul anterior.
14. The results of our Asian subsidiary are encouraging due to the increase in the
net income by 20% compared to the previous year.
15. Cifra de afaceri a companiei petroliere s-a triplat anul acesta.
16. The oil company turnover has trebled this year.
17. Facem afaceri cu aceasta firma de comert exterior de mai bine de 10 ani.
18. We have been doing business with this foreign trade company for more tan 10
years.
19. Activele unei companii constau in cladiri, terenuri si utilaje.
20. The assets of a company consist in buildings, fields and equipment.
21. Mai multe firme mici pot da faliment din cauza crizei economice.
22. Several small companies can go bankrupt due to the economic crisis.

23. Profiturile inaintea impozitarii obtinute de compania suedeza au crescut anul

acesta datorita masurilor luate de partenerul strain.
24. Profits before taxation obtained by the Swedish company have grown this year
due to the steps taken by the foreign partner.
25. Unele companii straine au dreptul la scutiri de taxe considerabile.
26. Some foreign companies are entitled to considerable tax exemption
27. Partenerii nominali nu pot lua parte la conducerea companiei.
28. The sleeping partners cannot take part in the company management.
29. Costurile de exploatare au scazut anul acesta cu 15% fata de anul trecut.
30. The operation costs have decreased this year by 15% compared to the previous
year.
Nowadays
To be exempt from
III. II. Translate into English:
Translate into English:
1. Imaginea noastra de marca se imbunatateste in continuu.
2. Our brand image keeps improving.
3. Mai devreme sau mai tarziu va trebui sa abandonam acest produs. Cu cat mai
devreme cu atat mai bine.
4. Sooner or later well have to give up this product. The sooner the better.
5. Studiul motivatiei nu a fost foarte concludent.
6. The motivation study was not very clear.
7. Ca agent exclusiv, el ar trebui sa se intereseze mai mult de noile noastre produse.
8. As an exclusive agent he should take more interest in our latest products.
9. To take greater interest in/to be more concerned about
10. Lansarea va avea loc mai intai local, apoi la scara nationala.
11. The launch will take place at local level/locally first, then nationally/at national
level/
12. Am convocat pe toti reprezentantii nostri la o sedinta de marti intr-o saptamana.
We have summoned
representatives
13. Obiceiurile in ceea ce priveste cumparaturile variaza mult in functie de grupele de
varsta.
Buying habits/consumer habits
14. Rezistenta consumatorilor la noile produse este ingrijoratoare.

15. Aceasta o sa creeze o competitie (rivalitate) intre diversii responsabili de produs.

16. This will give rise to competitiveness/rivalry among the various resposibles of
prodects.
17. Este o greseala de tipar in instructiunile de folosire.
Misprint/users instructions
18. Concurenta pentru piata Americana este din ce in ce mai acerba.
Competitiveness/fierce
19. Acesta este genul de defect care va face imediat sa reactioneze asociatiile de
consumatori.
20. Acest articol va fi progresiv retras de pe piata in urmatorii trei ani.
Gradually/to withdraw money
21. Este o regiune unde suntem foarte prost aprovizionati./This is a very badly
supplied region.
Supplier/Supply and demand
22. Aceasta imbunatatire tehnica ar trebui sa ne ajute sa sporim vanzarile.
Technical improvement/Technique
Architect
To increase/to boost
23. Ne-am indeplinit obiectivul (de plan).
24. In total, concurentii nostri par sa aiba un mic avantaj.
Our competitors
25. Sunt prea multi intermediari intre clienti si noi.
middlemen
26. Ne aflam in fata unei probleme de reaprovizionare.
To buy=to purchase/Buyer=purchaser
27. Ar trebui sa tinem mai strans legatura cu distributorii nostri si sa-i informam mai
temeinic.
28. Usoara crestere de preturi nu pare sa fi incetinit vanzarile.
Increase in
29. Gama noastra (de produse) este prea redusa pentru a ne asigura o pozitie
dominanta pe piata./leading position
Range of products
To assure/to ensure
This course will ensure you a better job.
I want to ensure my son a better life.
To insure/insurance
Quality assurance

Marfurile pot fi vandute direct de la producator sau de la fabricant catre

consumatori. Dar in general serviciile unui intermediar sau angrosist cum este
numit sunt necesare. El dispune de mijloace de stocare si depozitare pe care
un detailist obisnuit nu si le poate permite. El vinde o gama considerabila de
marfuri si poate sa acorde conditii de creditare avantajoase.jk
Vanzarea catre marele public poate fi facuta prin comis-voiajori sau prin
comanda prin posta. Dar cea mai mare parte a oamenilor isi fac cumparaturile,
de obicei, in magazine de desfacere cu amanuntul, cum ar fi supermarket-urile

amplasate la periferia oraselor, magazinele in retea sau la pravalia din colt. Si

asociatiile cooperatiste pot detine si exploata retele de comercializare cu
amanuntul.
Intr-un supermagazin sau un magazin cu autoservire, cumparatorii se pot servi
de pe rafturi si tejghele si isi transporta cumparaturile intr-un carucior. Ei
platesc la punctul de control si plata de la iesirea din magazin, care a inlocuit
traditionala casa de plata.
Astazi tendinta in randul detailistilor independenti este de a forma asociatii
voluntare capabile sa lupte impotriva concurentei marilor magazine cu stocuri si
suprafete comerciale extinse.
Indiferent de modul de vanzare, normele privind afisarea preturilor, etichetarea
marfurilor si indicarea continutului real al cutiilor de conserve si al ambalajeor
de alt tip tind sa fie tot mai drastice, sub presiunea asociatiilor de consumatori, al
caror putere este in crestere.

Marfurile pot fi vandute direct de la producator sau de la fabricant catre

consumatori. Dar in general serviciile unui intermediar sau angrosist cum este
numit sunt necesare. El dispune de mijloace de stocare si depozitare pe care un
detailist obisnuit nu si le poate permite. El vinde o gama considerabila de marfuri
si poate sa acorde conditii de creditare avantajoase.
The goods can be sold directly from the producer or manufacturer to the consumers.
But in general the services of a middleman or wholesaler - as he is called are
necessary. He has storage and warehouse means which a common retailer cannot
afford.
Wholesale wholesaler
Retail retailer
He sells a wide range of goods and he can grant advantageous crediting terms.
To grant a credit/a loan
Vanzarea catre marele public poate fi facuta prin comis-voiajori sau prin comanda
prin posta. Dar cea mai mare parte a oamenilor isi fac cumparaturile, de obicei, in
magazine de desfacere cu amanuntul, cum ar fi supermagazinele amplasate la
periferia oraselor, magazinele in retea sau la pravalia din colt. Si asociatiile
cooperatiste pot detine si exploata retele de comercializare cu amanuntul.
The sale to the great public can be done/performed through door-to-door salesmen or
through mail order. But most people usually do their shopping in retail outlets such
as the supermarkets located in the outskirts of the city, chain stores or at the corner
shop.
The cooperative associations can also own and operate retail networks.
Intr-un supermagazin sau un magazin cu autoservire, cumparatorii se pot servi de
pe rafturi si tejghele si isi transporta cumparaturile intr-un carucior. Ei platesc la
punctul de control de la iesirea din magazin, care a inlocuit traditionala casa de
plata.
In a supermarket or in a self-sevice shop, the buyers/purchasers can help
themselves from the shelves and counters and they carry their shopping in a
trolley.They pay at the check-out point which has replaced the traditional
cashdesk.

Astazi tendinta in randul detailistilor independenti este de a forma asociatii

voluntare capabile sa lupte impotriva concurentei marilor magazine cu stocuri si
suprafete comerciale extinse.
Nowadays the trend among independent retailers is to form volunteering
associations capable to fight against the great stocked, extended shops
competition.
Indiferent de modul de vanzare, normele privind afisarea preturilor, etichetarea
marfurilor si indicarea continutului real al cutiilor de conserve si al ambalajeor de
alt tip tind sa fie tot mai drastice, sub presiunea asociatiilor de consumatori, a
caror putere este in crestere.
No matter the way of selling, the regulations concerning the price listing, the goods
labelling and the indication of the real contents of cans/tins and of other types of
packaging tend to be more and more severe, under the pressure of the consumer
associations whose power is increasing./irrespective of
Make the family words starting from the following:
COMPETITIVE

to compete
competition
competitor/ fierce competitiveness

CONSUMER

to consume
consuming (time consuming)
consumption/consumer society

INVESTMENT

to invest
investor

LEADERSHIP

to lead-led-led
leader
leading

PRODUCTION

to produce/manufacture
Producer/manufacturer
product

SUPPLIER

to supply
supply (and demand)

BENEFICIARY

to benefit/beneficial

ADVERTISING

to advertise
advertisement (ad)/to place an ad

MANAGEMENT

to manage
manager managerial

I. SUCCESSFUL COMMUNICATION IN BUSINESS

Verbal and non- verbal communication in business
Communication technology nowadays
Communication:

A) verbal
B) non-verbal

Verbal communication:

A) Oral Business presentations

B) Written Business correspondence

Non verbal communication:

A. For oral messages
- Personal appearance :
a) clothing
b) jewellery
c) hairstyles
d) cosmetics
e) fingernail
f) neatness (clean and tidy)
g) stature
- Aspects of surroundings:

a) room size
b) location
c) furnishing
d) machines
e) architecture
f) wall decorations
g) floor
h) lighting

- The body language:

a)
b)
c)
d)

facial expressions
eyes expressions
gestures
postures

e) smell
f) touch
B. For written messages
- The envelopes overall appearance : a) size
b) colour
c) weight
d) postage
- The appearance of the messages
stationery

: a) length
b) format
c) typing

- The enclosure: a) quantity

b) attractiveness (charts, graphs, pictures)
A. Communication technology nowadays
IT = information technology
ICT is an acronym that stands for Information Communications Tecnology
- INFORMATION
- COMMUNICATIONS
- TECHNOLOGY
A good way to think about ICT is to consider all the uses of digital technology that already
exist to help individuals, businesses and organisations to use information.
ICT covers any product that will store, retrieve, manipulate, transmit or receive
information electronically in a digital form. For example, personal computers, digital
television, email, robots.
So ICT is concerned with the storage, retrieval, manipulation, transmission or receipt of
digital data. Importantly, it is also concerned with the way these different uses can work with
each other.
Receipt/on receipt of
recipe
In business, ICT is often categorised into two broad types of product:
(1) The traditional computer-based technologies (things you can typically do on a
personal computer or using computers at home or at work); and
(2) The more recent, and fast-growing range of digital communication technologies (which
allow people and organisations to communicate and share information digitally)

A. New technological devices:

a) fax
b) photocopier machine
c) computer :
1) personal computer/desktop computer
2) laptop
3) palmtop
d) floppy disk/diskette
e) disk drive
f) printer
g) scanner

I. Personal computers
Match the words with their definitions:
1. Personal computer/PC/desktop
computer
2.Laptop

3. Hardware
4. Software
5. Floppy (disk)/diskette
6. Hard disk
7. Disk drive
8. Modem
9. Scanner
10. To download
11. RAM (random access
memory/memory
12. Spreadsheet (program)

a) is short for Web-based Seminar, a

presentation, lecture,
workshop or seminar that is transmitted
over the Web
b) a computer network with restricted
access, as within a company, that uses
software and protocols developed for the
Internet.
c) a piece of equipment that sends
information from one computer along
telephone line to another computer
d) a group of people who have the same
interests who e-mail one another live as a
group
e) hidden instructions in a program
designed to destroy information
f) a meeting place on the Internet for
discussion of a particular topic
g) a document on the Web giving
information about a person or institution
h) to navigate around the Internet,
sometimes aimlessly
i) a huge portion of the Internet containing
linked documents, called pages
j) writing and storing printed text on a
computer
k) a small plastic disk that stores (a limited
amount of) information.
l) A floppy can be inserted into a computer
and taken out.
m) frequently asked questions, a list of

13. Computer graphics

14. Word processing
15. Virus
16. The internet/ the net
17. World Wide Web/ the Web
18. To surf the net/ the web
19. Website/ home page
20. Newsgroup

21. Chat room/ chat forum

22. Webinars
23. Webcast
24. FAQ
25. Intranet

common questions and helpful answers

n) an apparatus that allows information to
be read from a disk or stored
o) a piece of equipment that sends
information from one computer along
telephone line to another computer
p) machine for transferring pictures and
texts into a computer
q) pictures, images, and symbols that you
can form on a computer
r) a program or the grid you create with it
to perform mathematical operations
s) the memory available on an computer to
store and use information temporarily,
usually measured in megabytes)
t) to transfer data or software from a large
computer to a smaller one
u) is a media presentation distributed over
the Internet using streaming media
technology to distribute a single content
source to many simultaneous
listeners/viewers
v) a device inside a computer that stores
large amounts of information
w) a lightweight portable computer that
usually fits in a briefcase
x) programs that you put into a computer to
make it run
y) a computer that fits on a desk, used by
individuals at work or at home
z) computer or machinery

Personal computer/PC/desktop computer: a computer that fits on a desk, used by

individuals at work or at home
Laptop (computer): a lightweight portable computer that usually fits in a briefcase
Hardware: computer or machinery
Software: programs that you put into a computer to make it run
Floppy (disk)/diskette: a small plastic disk that stores (a limited amount of) information.
A floppy can be inserted into a computer and taken out.
Hard disk: a device inside a computer that stores large amounts of information
Disk drive: an apparatus that allows information to be read from a disk or stored
Modem: a piece of equipment that sends information from one computer along telephone
line to another computer
Scanner: machine for transferring pictures and texts into a computer

To download: to transfer data or software from a large computer to a smaller one

RAM (random access memory/memory: the memory available on an computer to
store and use information temporarily, usually measured in megabytes)
Spreadsheet (program): a program or the grid you create with it to perform
mathematical operations
Computer graphics: pictures, images, and symbols that you can form on a computer
Word processing: writing and storing printed text on a computer
Virus: hidden instructions in a program designed to destroy information
II. The internet
The internet/ the net: a network connecting millions of computer users worldwide.
You can access information on the Internet or send and receive e-mail (electronic mail)
from a computer, through a modem.
Here are a small sampling of other words and expressions associated with the Internet.
World Wide Web/ the Web: a huge portion of the Internet containing linked
documents, called pages
To surf the net/ the web: to navigate around the Internet, sometimes aimlessly
Website/ home page: a document on the Web giving information about a person or
institution
Newsgroup: a meeting place on the Internet for discussion of a particular topic
Chat room/ chat forum: a group of people who have the same interests who e-mail one
another live as a group
Web conferences: Webinars or webcasts
The term webinar is short for Web-based Seminar, a presentation, lecture,
workshop or seminar that is transmitted over the Web

webcast is a media presentation distributed over the Internet using streaming media
technology to distribute a single content source to many simultaneous listeners/viewers
FAQ: frequently asked questions, a list of common questions and helpful answers
Intranet: a computer network with restricted access, as within a company, that uses
software and protocols developed for the Internet.

Fill in the blanks with appropriate words:

1)
Its so easy to use a .. when you want to send photographs to friends by
e-mail. Its just like using a photocopier
2)
Ive lost a lot of data. I wonder if my computer has a ..
3)
Im always impressed by people who carry theiron planes and work on them
during the flight.
4)
Those.disks dont store nearly enough information. You really need to use
your..disk for all the data you want to store.
5)
If you want some photos of the USA, you could just try the Web. Youll be
amazed how many you can find.
6)
I belong to a great.. There are about ten people who are all interested in
1960s
music. We e-mail one another almost every day, and can talk live to one another.
7)
I.. a good program from the Internet the other day. Would you like a copy?
8)
Do you ever visit anyfor pop stars or film stars? Some of them have photos
and

music too.
B.New technology in business: a) computer conferencing; b) video conferencing; c)
audio conferencing; d) communication satellites; e) desktop publishing; f) facsimile; g)
CD ROM; h) electronic meeting; i) electronic mail; j) internet/ on line access
Read this report about the convergence of mobile phones and handheld computers.
Underline either the adjective or adverb each time.
It seems (1) strange/strangely, but some people are walking around with a mobile phone,
a handheld computer like a Palm, a pager, and even a notebook computer with a (2)
conventional/conventionally keyboard as well. These digital devices are converging (3)
rapid/rapidly, but manufacturers are finding it difficult to get all the parts to integrate (4)
proper/properly. Contemporary mobile phones look (5) good/well, are relatively (6)
good/well at sending short text messages but dont work (7) good/well as handheld
computers. They lack memory, synchronize (8) bad/badly with desktop PCs, and are not
(9) easy/easily to use for writing emails. Searching for an address-book entry or scrolling
through a contact list is (10) slow/slowly, although once you find the name you can call
the person (11) direct/directly by just touching the phone number. Of course the big issue
in the future is Internet access it needs to be fast, (12) easy/easily and (13)
cheap/cheaply, but still allow phone companies to make a profit. Things are moving very
(4) quick/quickly in this area, and the manufacturers who succeed in getting everything
(15) right/rightly are going to make (16) huge/hugely profits.
Emails and faxes
Many companies do business with vendors and other clients by using a large amount of
paper. They will write up an invoice on paper and even send physical billing statements
to their clients. Instead of doing this, you can set up an online system to take care of this
process. Many companies are now going to online order processing systems that can
avoid using paper in most cases. This is especially applicable if you are an online retailer.
You can set up a system where clients can make purchases from your website and they
will be able to receive an e-mailed receipt or statement. By doing this, you will be able to
eliminate the majority of the paper that you consume every year. It is cheaper and more
effective than verbal conversation when passing technical information. If you need to get
feedback as you communicate, then you can employ the use of instant messenger e.g.
Yahoo Messenger. This is very cheap and as effective a phone call. If you are not
comfortable typing, you can make a PC to PC call using SKYP or a similar online
facility.
Retail/retailer
Wholesale/wholesaler
Purchase=to buy

Purchaser=buyer
Formatting Business Email
When using email in business, most of the guidelines for standard formatting in business
letters apply. Here are a few differences:

Choose a subject line that is simple and straightforward. Refrain from using key
words that might cause an email to go into another person's trash box.
Repeat the subject line in the body of the email, beneath the salutation (as with a
letter).
Use the "cc" address line to copy more than one person with your correspondence.
You can request a receipt for important letters. The system will automatically let
you know when someone has opened your email.
Instead of a signature, include your typed name, and below it include your email
address, business name and address, phone and fax number, and website if
appropriate.
Remember that people often print out emails, so your own email address and the
subject line would be lost if you had not included them in the body of the email.

Internal electronic mail may be formatted more like a memo than a formal letter.
TO:
FROM:
DATE:
SUBJECT
INTERNET MESSAGE
FROM: Mira Garcia
To: Pierre Grimal, Technical Director
Sent: 14 March 2011
Subject: Visit to Switzerland
Message text:
I (already book) your flight to Switzerland. You (leave) on Wednesday 5th
at 9.35 in the morning, so youll arrive in Berne before lunch. Someone (be) at the
airport to meet you. Your first meeting is with Thomas Legrand , and you (see) him at 1
pm at our local office. He (take) you out to lunch. After lunch you (not do ) anything until
4 pm, so you (have) time to go to the hotel. You (stay) at the Intercontinental, which is in
a very central location. I (go) to the travel agents to pick up the tickets this afternoon, so I
(give) them to you tomorrow.
INTERNET MESSAGE
FROM: Mira Garcia
To: Pierre Grimal, Technical Director
Subject: Visit to Switzerland
Message text:

Sent: 14 March 1991

Ive booked your flight to Switzerland. Youre leaving on Wednesday 5th at

8.45 in the morning, so youll arrive in Berne before lunch. Someone will be at the
airport to meet you. Your first meeting is withThomas Legrand, and you are seeing him at
1 pm at our local office. Hell take you out to lunch. After lunch you arent doing
anything until 4 pm, so youll have time to go to the hotel. You are staying at the
Intercontinental, which is in a very central location. Im going to the travel agents to pick
up the tickets this afternoon, so Ill give them to you tomorrow.

FAX TRANSMISSION
From..
To..
For the attention of

Page 1 of
Date
To fax no
From fax no

Message
a)
rooms hotel I to some would like reserve at your
b)
in 15 August. We on Albena are arriving
c)
ten hope stay to We for nights leaving 25 August on
d)
and husband like room I My double balcony a would with preferably a
e)
require Our a two teenage daughters twin room
f)
are all en-suite that We understand your bedrooms
g)
you this confirm Could?
h)
a sea view possible Is have it room to with a?
i)
available if me let you Please for know dates these rooms have
j)
grateful if I be would also me you could tell room each price the of
k)
from I forward look you to hearing
Some more tips for writing e-mails:
One email should contain several parts such as: subject line, opening, introducing subject
of the mail, necessary clarifying points, body of the mail and of course the closing.
1.The subject line
It is important to write a short and clear subject line as when the people look for old
emails in their folders they must find them easily and quickly
Example: Notice about the changed prices of ABC company
2. Opening
In different situations you can begin with Hi/Hello + first name or no name at all
starting the message immediately.
Examples of starting messages:
Happy to meet you yesterday.
It was nice to encounter you last week.

Hope youre well.

3.Introducing the subject of the email
Of course follows the reason for writing. Especially when you are replying to anothers
person email. Phrases you can say:
Thank you for your last email asking for information
Thank you for your decision. Sorry for the delay in answering back to you sooner
Further to your call.........
Following our call from Monday..
Regarding/About our call.
When you need it helps to establish a context mentioning the name of a third party who
you both know:
I was given your email address by Mr. Smith at Google Networks.
I understand from Mrs. Copperfield that.
I received your email address from your General Manager yesterday..
Also if there is no previous context we can begin simply with:
Just a short resume as I promised you two days ago.
Im writing about our meeting ..
Resume/CV
4. Clarifying
If you dont understand what the other person wants, needs or is talking about your first
response is to make things clear.
I understand that you want me to help you to buy this company cheaper. Is this right?
Are you saying that you want to extend your business?
Thank you for your email, but Im not sure what action you want me to take. Can you
please clarify?
5. Body of email
There can be different phrases according to needs such as: asking for action/help, asking
for information, giving news, offering action/help, apologizing, promising action,
suggesting action, giving information, attaching a document, etc.
a) Asking for action/help
Could you? Could you do me a favour?
Many thanks Id really appreciate your help on this matter.
b) Asking for information
Id like to know if it is possible to.I particularly.
Could you/Please send me urgently..
I need as soon as possible..
c) Giving news
I have some excellent news. Youll be happy to hear that.

Bad news! Unfortunately we lost our money yesterday

d) Offering action/help
Do you want me to help you in this problem?
Shall I call the Bank?
Shall I do anything else to help you?
e) Apologizing
Ill make sure it doesnt happen again.
Sorry about.. It was my fault entirely.
I apologize for my last action
f) Promising action
Ill look into it.
Ill try to discover the facts
Ill..
Ill chase it up to discover the truth.
Ill find out what is being done to our company by our partners.
g) Suggesting action
Perhaps you could
We might also need help What is your opinion?
How about..
Let me know what you think.
h) Giving information
Have a look at the figures. Then please send me back again an email with your opinion.
Referring to the info you wanted here is what I found
Ive spoken to Mr. Smith and he says that the company will agree with..
i) Attaching a document
Please find attached Could you have a look and let me know what is your opinion? Id
be happy for any answer.
6. Closing
Make a reference to the future contact:
See you at the next meeting!
Lets talk soon.
Ill be in touch soon.
Ill give you a call sometimes in two days.
If appropriate, show your availability for helping your client:
Please contact me again if you need more specific details.
If you need any help, just let me know.
The final line can be written like this:

Best wishes/Best regards/Kind regards + your name or just your first name.
Complete the e-mail using phrasal verbs from the list below that mean the same as
the words in brackets. Three verbs need to be put into an ing form.
Back up break down call on
draw up
drop off
find out
get by
keep down look through print out ring up sort out
turn up check in
From: David R.
To: Simon
Sent: 25 May.
Subject: Things to do
Message:
1. Mr. Yamanaka
Mr. Yamanaka will be arriving at the airport at 10.30 tomorrow. Can you (1)
pick him up. ..(collect by car) from there and (2)drop..himoff(leave) at
his hotel? Hes staying at the Marriott. I wont be able to (3)turn up..(arrive) there
until about 1 p.m., so perhaps you could stay with him and make sure there are no
problems (4) checking in(registering) etc. Then Ill be with Mr. Yamanaka for
most of the afternoon, so Mike and Kate will have to (5)get by.(manage)
without me in the sales meeting.
2. Spain trip
Im trying to (6)to sort out.(organise) the itinerary for my trip to Spain next
Month. Can you (7) draw up (think about then write) a list of all our Spanish customers by
(8)looking through (examining) our customer accounts database? Id like to know
exactly who I need to (9) to call on (visit). Also the flight needs to be booked - can you (10)
ring me up (telephone) the travel agency and check flight times and prices? Were trying to
(11) to keep down (control to stop them increasing) travel expenses at the moment so just
(12) find out (discover) prices for Eurotraveller class.
3. March Spreadsheet
The printer keeps (13) braking down (stopping working), and I didnt have a chance to (14)
(print) to print out the spreadsheet for last months figures. Can you do it and then (15) back
up (make a copy) the file onto a disk for me to use my laptop?
Thanks

CROSS CULTURAL NEGOTIATIONS; MEETINGS

1
Negotiations : formal discussions in which people or
groups try to reach an agreement, especially in business or
political situation. Before the event, it is helpful to plan
your negotiations.
- State your position win win position
win lose position
- Make sure of your goal

position
interest
- Figure out the best resolution you can expect
what is a fair and reasonable deal
what is a minimally acceptable deal
- Decide which are your competitive advantages
and disadvantages
upon a strategy to follow
Behaviour skills in negotiations:
1) learn to be dissatisfied
2) the defend/attack spiral
3) check the temperature
4) pride
5) warm and tough
Cross cultural negotiations

MEETINGS
Definitions:
1 A business meeting : a gathering of business persons where
purposive discourses take place for exchanging information on a
common topic or problem, for its better understanding or for
solving a problem.
2 Types of Business Meetings:
a)

Information meetings with the purpose to disseminate information.

Types of information meetings are as follows: internal, external or general.

b) List Generation meetings also called Brainstorming meetings are

organized by companies with the purpose to solve different problems using
the experience of a team, reach a conclusion and take a proper decision.
These types of meetings will lead to the creation of a list containing ideas,
alternative solutions on which people will base their discussions. It is

common knowledge that a brainstorming activity always gives rise to a lot

of ideas and increases the participants creativity and thus it may be easier
and faster to reach a proper solution.
c) Problem Solving meetings are meant to find solutions which will help
settle different business problems related to production, quality, services or
different other aspects which can arise in a business process. This is a
meeting for all those concerned with a certain problem and usually the
participants are from the same area or business department. As a rule,
problem solving involves a series of meetings, as it is necessary to go
through a whole process starting with its definition and research and ending
with its implementation.
d) Decision-making meetings involve the revision of different alternatives
and the selection of the most appropriate one. The key decision makers from
a department or company are supposed to attend this type of meetings. A
good decision-making process results in a satisfactory outcome which leads
to success in business, so those involved in such meetings share a great
responsibility.
e) Project Planning meetings focus on carrying out a project and they
involve a lot of people from leaders and team members to sponsors and
customers. These meetings work best when there are attendees from all the
categories which are involved. Just like problem solving meetings, they
imply a series of meetings until the implementation of the project.
f) Strategic Planning meetings are usually held annually and are meant to
establish the strategy of a business organization. They have in view the
future goals and directions, the companys development and evolution. They
are often based on SWOT analysis which regards the business efforts,
products, or services of a certain organization. (SWOT stands for Strengths,
Weaknesses, Opportunities and Threats).
g) The Annual General Meeting of the Shareholders is held every year
and it has a twofold e purpose: to elect or re-elect the members of the Board
and to keep its members informed as to the annual balance sheet. Despite the
fact that the event is always scheduled beforehand, the stockholders are
always notified to participate in the meeting.
Match the other types of meetings with their definitions, including the
virtual ones:

1. Conference
2. Colloquy
3. Colloquium
4. Symposium/symposia
5.Panel forum
6.Debate
7. Teleconference
8. Webinar

a) a large meeting, often lasting

several days, where people have
formal discussions on a particular
subject;
b) a formal conversation or meeting
c) a discussion in which people or
groups state different opinions about
a subject
d)a meeting where experts discuss a
particular subject (e.g. a symposium
on global warming
e) a meeting held among people in
different places using an electronic
communication system
f) a web-based seminar or workshop
g) a large meeting to discuss
something, usually an academic
subject
h) a group of people who discuss
subjects on television or radio
programmes

3 Steps of meetings-arrangements:
a) consider the problem and determine the purpose
b) decide who should participate
c) arrange for meeting date, time and place
d) announce the agenda
e) physical arrangements
4 Procedures during the meeting:
a) the opening statement of the meeting
b) stimulate discussions for solution discovery
c) understand roles of the participants

d) sort, select, interpret data for solution evaluation

e) state the conclusion and plan the action
to make a statement
to evaluate-to assess-to appraise
evaluation assessment-appraisal
Meetings:
a) Conference large meeting often lasting a few days, where
people who are interested in a particular subject come together to
discuss ideas
b) Colloquy a very formal conversation meeting
Colloquium a large meeting to discuss something, usually an
academic subject
c) Symposium/symposia a meeting where experts discuss a
particular subject (a symposium on protecting the environment)
d) Committee a group of people who represent a large group or
organization and are chosen to do a particular job ( e.g.: to study
something and suggest what action to take)
e) Panel forum a group of people who discuss subjects on
television or radio programmes
f) Debate a discussion in which people or groups state different
opinions about a subject

ORGANIZATIONAL CULTURE Types of business

organizations
There are different types of legal structures for a business:
a)
b)
c)
d)

Sole trader (BrE)/Sole proprietor (AmE)

Partnership
Private company
Public company (BrE)/Corporation (AmE)

Although forms of business ownerships vary by country and local

government, there are several basic forms of business ownership. Therefore
we can speak about sole-proprietors (USA) or sole-traders (UK),
partnerships that can embrace several forms and corporations (USA) or
public limited companies (UK). They can also be referred to as joint-stock
companies or limited liability companies.
A sole-proprietor or sole-trader is a business owned and usually
operated by one person. Although the owner of the business has total and
unlimited liability of the debts incurred by the business, he/she may operate
on his/her own or may have several employees. It is the easiest form of
business as it can be set up with a small amount of money. Due to its limited
financial resources, it is difficult for this form of business to have a long life
or to take off. So, if the owner wants to expand, it is necessary to enter into
a partnership or to merge with a larger and more prosperous business. An
example for this type of business could be a small shop, a boutique or a
craftsmans workshop.
To incur debts/losses
A partnership is a form of business in which two or more people
legally bound operate for the common goal of making profit. Each partner
has total and unlimited liability of the debts incurred by the partnership. This
is called a general partnership where the partners are fully liable for the
companys debts. However, there is a limited partnership in which the
partners are liable only to the extent of their investment. In a limited
partnership there are also nominal or sleeping partners, that is persons
whose names are used for the benefit of the partnership but who do not get

any shares of the profit and do not participate in its management.

Partnerships are usually based on partnership agreements that stipulate how
the profits are to be shared or what measures must be taken in the event of a
partners retirement, death or bankruptcy. The partnership can also take the
form of a partnership-at-will that is a partnership in which no fixed terms
have been agreed upon. Any of the partners can end the partnership at any
time on condition that the other partners will be notified in due time.
Partners are not allowed to receive salaries or interest on the invested capital.
A business corporation is a for-profit, limited liability entity that has
a separate legal personality from its members. A corporation is hold by
multiple shareholders and is overseen by a Board of Directors, which hires
the businesss managerial staff. Its action is based on a Charter that clearly
stipulates its legal rights such as to conduct a business, to buy and sell
properties, to make loans and to take legal actions. The members of the
Board are elected by the shareholders in the Annual General Meeting that
takes place every year. The accounts are also checked regularly by auditors
and the shareholders are promptly informed. They are always notified as to
any increase or decrease in the turnover and the state of the balance sheet.
To conduct a business/an interview/a survey
There are public corporations which have a large number of
investors called shareholders and who share in the corporations profits.
Public companies may offer shares or debentures to the public that may be
listed on the Stock Exchange, although this is not absolutely necessary. They
are also called Public Limited Companies (containing the abbreviation
PLC at the end of their names). Private corporations (containing the
abbreviation Ltd. in the last part of their name), whose shares are not
available to the general public, usually fund their businesses out of their own
earnings or make loans.
Corporations, limited liability partnerships, and other specific forms
of business organizations protect their owners from business failure by doing
business under a separate legal entity with certain legal protections. In
contrast, unincorporated businesses or persons working on their own are
usually not so protected. There are nowadays many people who work as selfemployed or freelancers and who do not benefit from such a protection.
Different structures are also treated differently in terms of taxation. In self-

employment or freelance activities people are taxed on the profits of their

trades while corporations or other business form are levied a corporation tax.
To levy a tax
Departments
In a company exists different departments related to their own particular
business activity:
1) Production (which might include Purchasing and Quality Assurance
(QA))
2) Operations which refers to all internal processes (by example might
include Logistics)
3) Sales which might include Business Development
4) Customer Services might include Technical Support.
5) Marketing might include Market Research.
6) Communications refers to all promotional activities including a strong
focus on Public Relations (PR).
7) Finance has many subdivisions, such as Financial Control, Treasury,
Accounts and Payroll
(= managing salary payments)
8) Human Resources (HR)
9) Information Technology (IT)
10)
Research and Development (R&D)
11)Legal
In a company we find usually different managers who run the company:
1) The Chief Executive Officer (CEO) who runs the company.
He must have all the necessary qualifications especially when he runs a big company. As
for other skills he must have a strong personality, a good command of himself, an
important knowledge of human psychology as well as a good mastery of neuro-linguistic
language necessary to master his employees. Of course he needs to be well-organized,
hardworking man, intelligent, having experience in the relationships with other
commercial clients, have many contacts with important people as well as contacts with
officials of the authorities.
2) The level below CEO is Chief Officer, for example Chief Financial Officer
(CFO)
The Chief Financial Officer (CFO) is in charge of all the financial side of the business.
He must prove himself a good expert accounting able to run all the financial operations
of the company. It is necessary for him to be an honest, intelligent, attentive, etc. It is
necessary for him to be a good psychologist as he works with many people from the
inside and from the outside.

3) The Sales Director must be an expert in sales, a good negotiator, having a good
command of foreign languages, knowing perfectly the products he sells as well as
the products of the competitors. It is absolutely necessary for him to know the
market and the habits of the customers. He must smile constantly using a
language adapted to the level of the client and be a perfect negotiator.
4) The Chief Marketing Officer is an expert in marketing being vital for the
company. He must make market research extremely useful for the company to
guide the production on the direction of the products asked by the market. He
needs to make marketing research, marks conclusions, advising the general
manager of the company in the good direction as to produce the products asked by
the market only.
The Chief Executive Officer
The position of Chief Executive Officer is hard to be kept for a long period of
time in the competitive world of the multinational corporations. The exception from the
rule was Jack Welch, CEO of General Electric for 20 years. Two-thirds of the CEOs in
the corporations are replaced after only five years of work. These things started after the
explosive success of three CEO in the 1980s. The prototype was Lee Iaccoca, the
Chrysler Corp saviour. Then in the 1990s several CEO issued to the surface of the
business environment such as Bill Gates, General Manager of Microsoft and John
Chamber, General Manager of Cisco. They managed to produce constantly a rising of the
shares prices. Nowadays the situation is quite different because of the global economic
recession which is disastrous for everyone.
Milestone
To find found found
To found, founded
To be cost conscious/ to be fashion conscious
Fill in the following gapped text about the beginning and growth of the Body Shop
Company, one of the best known companies producing and selling cosmetics made of
natural ingredients. Try to infer from the text the culture of this company and discuss about
it.

Case Study: The Body Shop

How a small business grew into a big one
The Body Shop is a 1) quite new company in the cosmetics industry and it was set 2) up
by an intelligent and courageous woman, called Anita Roddick. Before the Body Shop, cosmetics
3) were sold for high prices in expensive bottles and packages and companies rarely used natural
ingredients 4) for their products.
Anita grew 5) up in Littlehampton that used to be a popular place for English people 6)
during their holidays. Her first experience of business was helping her mother in the busy kitchen
7) of her caf. She studied to be a teacher and then she decided to travel and she visited many 8)
far places including Tahiti, Australia and South Africa. During her travels Anita saw how women
in many countries 9) made cosmetics from natural products. She was impressed how good and
healthy they were.

When she returned, she thought of doing the same thing for women in Britain. She wrote to
several big cosmetics 10) companies but they refused her. Then she found a chemist who agreed
to make these things for her. Next she 11) borrowed 4,000 from a bank and rented a shop in
Brighton, a big city not far from her native town. She called it 12)
In the beginning, she didnt have enough money 13) to run her shop and had only fifteen
products to sell. She was worried because the shop needed to take at least 300 a week and she
found some original 14) ways to attract people to her shop. So, one day she had the idea of
pouring perfume along the street leading to her shop door.
The summer of 1976 was very hot and many people who went to the beach 16) got burnt.
They heard about The Body Shop and bought a lot of creams. Her business took 17) off and in
just a few months she was doing so well that she decided to open another shop. As she didnt
have enough money for her new shop and she couldnt borrow from the bank 18) either, she
associated with a man called Ian McGlinn who gave her the money for the shop and became the
owner of a half of the Body Shop.
One of her friends liked her products so much that she asked Anita if she could 19) open a
Body Shop, too. When this new Body Shop became 20) successful, she looked for other people
who wanted to open a Body Shop. In this way her business grew in size and 21) spread all over
Britain. Soon, the first Body Shop opened outside the UK in Brussels and then in Sweden and
Greece. By 1981 a new Body Shop was opening somewhere in the world 22) every two weeks.
After 1990 the company also conquered 23) Eastern Europe. After a few years her business was
so successful that she became a millionaire and her company got listed on the Stock Exchange.
The Body Shop franchises spread all over Europe and even beyond it.
Anita Roddick was probably so successful because it was also a period when people became
more and more interested in natural 24) cosmetics, realizing the harmful effects of modern
industry and 25) chemical products. But Anita got involved in more than a simple business. She
thought that by promoting natural products she could make the world a 26) better place. She
started working with Greenpeace that was protecting the 27) environment She also worked with
other groups to keep the seas clean, to save rare animals and to help people who were prisoners of
28) consciousness. At the same time she helped poor countries by buying different oils from
plants that she found in the far-off forests.
Many businessmen envied her business and criticized her, saying that her campaigns didnt
really 29) want to save the world but to advertise her products. Nevertheless, her business has
continued to grow and people all over the world keep buying her healthy and 30)quite
.cheap products.
We may keep in mind her words Business is not about financial language. It is just about
buying and selling and making a magical place where buyer and seller come together
Fill in the following gapped text about the beginning and growth of the Body Shop
Company, one of the best known companies producing and selling cosmetics made of
natural ingredients. Try to infer from the text the culture of this company and discuss about
it.
How a small business grew into a big one
The Body Shop is a 1).new company in the cosmetics industry and it was set 2)
by an intelligent and courageous woman, called Anita Roddick. Before the Body
Shop, cosmetics 3)..sold for high prices in expensive bottles and packages and companies
rarely used natural ingredients 4).their products.
Anita grew 5)in Littlehampton that used to be a popular place for English people 6)
.their holidays. Her first experience of business was helping her mother in the busy
kitchen 7)..her caf. She studied to be a teacher and then she decided to travel and she visited

many 8)..places including Tahiti, Australia and South Africa. During her travels Anita saw
how women in many countries 9)..cosmetics from natural products. She was impressed
how good and healthy they were.
When she returned, she thought of doing the same thing for women in Britain. She wrote to
several big cosmetics 10)but they refused her. Then she found a chemist who agreed to
make these things for her. Next she 11).. 4,000 from a bank and rented a shop in
Brighton, a big city not far from her native town. She called it 12)
In the beginning, she didnt have enough money 13)..her shop and had only
fifteen products to sell. She was worried because the shop needed to take at least 300 a week
and she found some original 14).to attract people to her shop. So, one day she had the
idea of pouring perfume along the street leading to her shop door.
The summer of 1976 was very hot and many people who went to the beach 16)burnt.
They heard about The Body Shop and bought a lot of creams. Her business took 17)..and
in just a few months she was doing so well that she decided to open another shop. As she didnt
have enough money for her new shop and she couldnt borrow from the bank 18), she
associated with a man called Ian McGlinn who gave her the money for the shop and became the
owner of a half of the Body Shop.
One of her friends liked her products so much that she asked Anita if she could 19)
a Body Shop, too. When this new Body Shop became 20), she looked for other people
who wanted to open a Body Shop. In this way her business grew in size and 21).all over
Britain. Soon, the first Body Shop opened outside the UK in Brussels and then in Sweden and
Greece. By 1981 a new Body Shop was opening somewhere in the world 22)..two weeks.
After 1990 the company also conquered 23)..Europe. After a few years her business
was so successful that she became a millionaire and her company got listed on the Stock
Exchange. The Body Shop franchises spread all over Europe and even beyond it.
Anita Roddick was probably so successful because it was also a period when people became
more and more interested in natural 24), realizing the harmful effects of modern industry
and 25).products. But Anita got involved in more than a simple business. She thought
that by promoting natural products she could make the world a 26). place. She started
working with Greenpeace that was protecting the 27).. She also worked with other
groups to keep the seas clean, to save rare animals and to help people who were prisoners of 28)
..At the same time she helped poor countries by buying different oils from plants that
she found in the far-off forests.
Many businessmen envied her business and criticized her, saying that her campaigns didnt
really 29)..to save the world but to advertise her products. Nevertheless, her business has
continued to grow and people all over the world keep buying her healthy and 30)
.cheap products.
We may keep in mind her words Business is not about financial language. It is just about
buying and selling and making a magical place where buyer and seller come together
- Different types of legal structures in business
A sole-proprietor (AmE) or sole-trader (BrE) is a one-man business.
A partnership represents a group of people who work together sharing both the profits
and the risks (e.g. a firm of accountants, a firm of lawyers). There are three main types of
partnerships: general partnership, limited partnership, partnership-at-will.
A private company is a company whose shares are owned privately (usually by a small
number of people, e.g. a family business).
A corporation (AmE) or Public Company (BrE) is the largest type of company which is
listed on the Stock Exchange.

MANAGEMENT AND MANAGERIAL ROLES

Management comprises planning, organizing, leading or directing, and controlling an
organization (a group of one or more people or entities) for the purpose of accomplishing
a goal. Resourcing encompasses the deployment and manipulation of human resources,
financial resources, technological resources, and natural resources.
To comprise/to encompass
Some would define management as an art, while others would define it as a science.
Whether management is an art or a science isn't what is most important. Management is a
process that is used to accomplish organizational goals; that is, a process that is used to
achieve what an organization wants to achieve. An organization could be a business, a
school, a city, a group of volunteers, or any governmental entity. Managers are the people
to whom this management task is assigned, and it is generally thought that they achieve
the desired goals through the key functions of (1) planning, (2) organizing, (3)
directing, and (4) controlling.

Basic functions of management

Management can also refer to the person or people who perform the act(s) of
management.
Management operates through various functions, often classified as
1) Planning: deciding what needs to happen in the future (today, next week, next month,
next year, over the next five years, etc.) and generating plans for action.
1) Organizing: making optimum use of the resources required to enable the
successful carrying out of plans.
2) Leading/Motivating: exhibiting skills in these areas for getting others to play an
effective part in achieving plans.
3) Controlling: monitoring -- checking progress against plans, which may need
modification based on feedback.

Formation of the business policy

The mission of the business is its most obvious purpose -- which may be, for
example, to make soap.
The objective of the business refers to the ends or activity at which a certain task
is aimed.

The business's policy is a guide that stipulates rules, regulations and objectives,
and may be used in the managers' decision-making. It must be flexible and easily
interpreted and understood by all employees.

The business's strategy refers to the plan of action that it is going to take place, as
well as the resources that it will be using, to achieve its mission and objectives. It is a
guideline to managers, stipulating how they ought to use best the factors of
production to the business's advantage. Initially, it could help the managers decide on
what type of business they want to form

Traditional Interpretation
There are a variety of views about this term. Traditionally, the term "management" refers
to the activities (and often the group of people) involved in the four general functions
listed below. (Note that the four functions recur throughout the organization and are
highly integrated):
1)Planning,
includes identifying goals, objectives, methods, resources needed to carry out methods,
responsibilities and dates for completion of tasks. Examples of planning are strategic
planning, business planning, project planning, staffing planning, advertising and
promotions planning, etc.
2) Organizing resources
to achieve the goals in an optimum fashion. Examples are organizing new departments,
human resources, office and file systems, re-organizing businesses, etc.
3) Leading,
includes setting direction for the organization, groups and individuals and also influences
people to follow that direction. Examples are establishing strategic direction (vision,
values, mission and / or goals) and championing methods of organizational performance
management to pursue that direction.
4) Controlling, or coordinating,
the organization's systems, processes and structures to effectively and efficiently
reach goals and objectives. This includes ongoing collection of feedback, and
monitoring and adjustment of systems, processes and structures accordingly.
Examples include use of financial controls, policies and procedures, performance
management processes, measures to avoid risks etc.
Another common view is that "management" is getting things done through others.
Yet another view, quite apart from the traditional view, asserts that the job of
management is to support employee's efforts to be fully productive
To most employees, the term "management" probably means the group of people
(executives and other managers) who are primarily responsible for making decisions in

the organization. In a nonprofit, the term "management" might refer to all or any of the
activities of the board, executive director and/or program directors
4) Managers roles
To meet the many demands of performing their functions, managers assume multiple
roles. A role is an organized set of behaviors. Henry Mintzberg has identified ten roles
common to the work of all managers. The ten roles are divided into three groups:
interpersonal, informational, and decisional. The informational roles link all managerial
work together. The interpersonal roles ensure that information is provided. The
decisional roles make significant use of the information. The performance of managerial
roles and the requirements of these roles can be played at different times by the same
manager and to different degrees depending on the level and function of management.
The ten roles are described individually, but they form an integrated whole.
To liaise Figurehead/Leader/Liaison
Monitor/Disseminator/Spokesperson
Entrepreneur/ Disturbance Handler/ Resource Allocator/ Negotiator

To make redundant=to lay off

Business Letter Writing - Internal Documents

Memo, minute, report
INTERNAL DOCUMENTS: MEMOS AND MINUTES
These are internal documents which are circulated inside a company.

Memos are short internal business letters that are sent to the staff within the same
company in order to keep them informed concerning a number of issues or to help them
improve their performance. More often than not they are sent by the company officers
and they are a form of top-down communication. A memo (or memorandum) may also
be posted somewhere inside a company so that everybody may become acquainted with a
certain problem. However, memos are losing ground as e-mail becomes more and more
common. Unlike letters, memos do not contain salutations or closings. They are usually
written in block format including "From", "To", "Date" and "Subject" followed by the
message itself. The tone of the letter is professional, but not too formal.

Fill in the missing words in the following Memo. Then complete the first part by yourself
thinking of a suitable subject.

LG ROMANIA
MEMO
TO:
FROM:
DATE:
SUBJECT:
The management department 1) been thinking of a series of actions to 2).taken in
order to reduce the companys expenditure, trying to eliminate 3)..unnecessary costs.
Our plan to 4)the costs includes the following:

To reduce the staffs traveling 5)..by sending them personally only when we
have to settle very important problems. To this 6)we should set up a system where
clients can make purchases from our website and they will be able to receive an 7)
.receipt or statement. By doing this, our employees it will no 8) need
to go and collect the invoices.

In 9)to decrease the number of kilometers driven 10)..the city area and
therefore the quantity of fuel used, we can deliver our merchandise only three days 11)
week and plan very carefully our drivers 12)...

To increase and optimize the use of 13)mail, especially for long and detailed
messages. If we need to get feedback when we communicate, we can also make 14)
..of instant messenger. e.g. Yahoo Messenger. You can also make a PC to 15)
call using SKPE or a similar online facility. In this way we will reduce
considerably the costs of our telephone conversations and we will be very efficient 16)
the same time.

Last but not 17).., our attention should focus 18).cutting down the
warehousing expenses and this could be achieved by installing more video cameras that
will diminish the number of guards.

Taking 19).account all these measures, I am positive that we will manage to

eliminate some 20).expenses and make a better use of our human and material
resources. If we manage to reduce some of our business overhead costs, our company
will be better off.

LG ROMANIA
MEMORANDUM
The management department 1) has been thinking of a series of actions to 2) be taken in order to
reduce the companys expenditure, trying to eliminate 3) all unnecessary costs.
Our plan to 4) reduce the costs includes the following:

To reduce the staffs traveling 5) expenses by sending them personally only when we
have to settle very important problems. To this 6) end we should set up a system where
clients can make purchases from our website and they will be able to receive an 7)
electronic receipt or statement. By doing this, our employees it will no 8) longer need to
go and collect the invoices.
In 9) order to decrease the number of kilometers driven 10) around the city area and
therefore the quantity of fuel used, we can deliver our merchandise only three days 11)
per week and plan very carefully our drivers 12) route.
To increase and optimize the use of 13) electronic mail, especially for long and detailed
messages. If we need to get feedback when we communicate, we can also make 14) use
of instant messenger. e.g. Yahoo Messenger. You can also make a PC to 15) phone call
using SKYPE or a similar online facility. In this way we will reduce considerably the
costs of our telephone conversations and we will be very efficient 16) at the same time.

Last but not 17) least, our attention should focus 18) on cutting down the warehousing
expenses and this could be achieved by installing more video cameras that will diminish
the number of guards.

Taking 19) into account all these measures, I am positive that we will manage to
eliminate some 20) useless expenses and make a better use of our human and material
resources. If we manage to reduce some of our business overhead costs, our company
will be better off.

[Company-name/logo]
MEMORANDUM
From: [name or initials]
To: [name or initials]
Date:
Subject: [short description]

Message text (often with bullets)

often with bullets

Minutes are compulsory documents for business meetings as they are accurate records of
what has been discussed. As meetings basic documents they state what the meeting was
about, who attended, who ran it, when and where it took place.

. Translate the following minute into English making use of the words and phrases below:

sales department
to increase by
compared to
sales strategy
in charge with
to enjoy a great success
overseas branches
further on
a market research trip
to carry out market research
quarterly production
to assign a task
a
thorough report
to take the necessary steps
to occur

thoroughly
Protocol referitor la intalnirea desfasurata in data de 1 septembrie 2010 la S.C. LG
INTERNATIONAL S.A.
Participani:
Domnul Wo Ho Park
Domnul Stavarache Dumitru
Domnul Matei Mihail
Doamna Florea Ion
1. Situaia vnzrilor de la nceputul anului pn n prezent

Domnul Wo Ho Park, managerul general, s-a artat mulumit de situaia vnzrilor de la

departamentul vnzri. El a artat c evoluia vnzrilor a fost una pozitiv deoarece acestea au
crescut spectaculos cu 10% fa de anul 2010, ceea ce pentru un an de criz reprezint un
adevrat record. S-a apreciat c aceast evoluie pozitiv s-a datorat att profesionalismului
angajailor ct i managementului firmei.

2. Strategia urmat n domeniul vnzrilor

Domnul Wo Ho Park mpreun cu domnul Stavarache Dumitru, responsabil al
departamentului vnzri, au apreciat c strategiile aplicate pn n prezent n domeniul
vnzrilor i n special la televizoarele extraplate s-au bucurat de un real succes. Ele urmeaz
s fie aplicate i pe mai departe, acest exemplu fiind de urmat si de celelalte filiale din
strinatate ale firmei LG. Domnul Wo Ho Park a decis ca domnul Stavarache Dumitru s
efectueze o cltorie de cercetare de pia n China i n India, urmnd ca la ntlnirea din
luna noiembrie domnul Stavarache s prezinte un raport amnunit al cercetrilor de pia
efectuate n cele dou ri asiatice. Pe baza acestui raport se va decide extinderea exportului
produselor LG n aceste ri, care au piee de desfacere uriae.
3. Producia uzinei LG (filiala sud-coreean din Romnia)
Domnul Florea Ion de la departamentul producie a prezentat situaia produciei
trimestriale realizate pn la momentul edinei. S-a constatat o evoluie pozitiv n procesul
de producie reducndu-se costurile. Totui, s-a constatat i un numar ridicat de ntreruperi n
fluxul de producie din cauza efecturii lucrrilor de ntreinere sistematic i a reparaiilor
capitale ale utilajelor i echipamentelor industriale. S-a trasat sarcina compartimentului tehnic
al companiei s efectueze studii amnunite privind cauzele acestor ntreruperi i s prezinte
ct mai urgent conducerii societii un raport amnunit pentru a se putea lua msuri adecvate.
4. Diverse probleme de soluionat.
Probleme s-au ivit in funcionarea programelor de calculator. Personalul LG a reclamat n
repetate rnduri proasta funcionare a noului sistem computerizat.
Responsabilul compartimentului IT, domnul Matei Mihail, care rspunde de
departamentul de prelucrare electronic a datelor, s-a angajat s rezolve aceast problem
pn la noua edin trimestrial..Totodat s-a decis rennoirea flotei de autoturisme a
companiei.
Urmtoarea ntlnire a fost stabilit pentru data de 20 februarie.
REPORT WRITING
A business report is written to get the reader acquainted with different facts, figures, information
or events which need to be analyzed. Based on observations, it gives conclusions and future
recommendations. It is important to be read easily and quickly, so its style must be clear and
concise. It is also very formal and impersonal.
It usually focuses on a particular problem in detail, so it brings to light important and reliable
information to the management of a company. Based on the information, conclusions and
recommendations, the management can make important decision.

Main parts:
Introduction
The Body

states the terms of reference, the objectives and the procedure

required, then the authority to do it
a detailed account of what has been accomplished, and how much
remains to be done.

The terminal section will mention future plans and recommendations

Technical aspects:

paragraphs : 1) should not be bigger than 100 words

2) contain just one idea
3) should be separated by larger spaces
4) sentences should be concise and clear

Techniques of report writing:

- focus the first drafting on the ideas

Style:

keep the briefness of phrases and simplicity of grammatical structure

use impersonal style and focus on relevant facts/arguments

formal, impersonal
should be in keeping : a) respectful and polite, with the target reader
with suggestions for the manager to consider (if written for a senior
manager)
b) a direct style, short statements rather than
suggestions (if written for junior staff)

Introduction
states the purpose of the report

The purpose/aim of this report is to

I am writing this report at the request of

Main Body/Findings
It contains most of the
information which should be
organized into smaller subsections
(with subheadings)
The points presented must flow in
a logical order and be linked with
each other

a) Our research shows that/We have found out/We

have identified the following key areas/
One of the big advantage is/A disadvantage is that
b) Many people consider
Some people/A large body of opinion
argue/claim/believe that..
While it is true thatit is also true.
c) It may seem/Apparently
d) However/Despite/In spite of the fact that/Although/
While/Whereas/But/Even though/Even if
- In conclusion, All in all, All things considered, To
sum up/On the whole
- It is clear/obvious that/Needless to say that

Conclusion
a summary of the points presented
above with a an emphasis on the
most significant ones
Recommendations
- We strongly recommend that
Suggest what improvements could
- A set of measures should be taken
be made/steps taken
- We have four main recommendations to make
Recommendations can be listed
- I recommend that we take immediate steps as to
and numbered
There are different types of reports. Match the following ones with their explanations:
1. Informative Report

2. Analytical Report

3. Research Report

4. Survey Report

a. it is usually drawn up concerning a certain

product or service (which might be launched,
improved, expanded etc); it provides thorough
details about a topic, based on facts and figures.
b. it provides information without giving any
opinion or suggestion as to different points of
interest in a company (e.g. the situation of
sales, the number of employees, spending
breakdowns by departments or an event which
has already taken place: a conference, a
symposium, an exhibition)
c. it is based on a research work (usually
carried out with the help of different
questionnaires) as well as on relevant figures
and statistics
d. it is used when the management has to solve
a problem or to make a decision. It gives a
thorough insight into the issue, presents the
results and draws some conclusions trying to
make the best possible recommendations

Read this report about the International Fair from Versailles and choose the correct words:
To: Mr. David Gordon

From: John Churchill, Administrative Officer of International Electronics Ltd., Organizer of the
Versailles International Fair
Subject: International Fair, Versailles - France
Introduction:
The 1) purpose/result of this report is to 2) inform/announce on the International Fair which took
place at Versailles-France between 15-22 August 2011.

Location:
The 3) exhibition/display was located in a very beautiful area within 3 kilometers from
the Palace of Versailles which attracted a lot of 4) visitors/guests. We had five big 5)
halls/lounges so there was enough room and the exhibits were not 6) crowded/crammed.
We had air-conditioning and two smaller conference halls.
Hotel lunge/departure lounge/arrival lounge
Participants and products:
It was an opportunity for many important international companies to show their new products,
their performances, innovations and utilities. The majority of electronics companies (LG, Sony,
Hewlett Packard, Compaq and Samsung) proved remarkable improvements as to the quality and
design of their 7) products/production. The LG multinational company came with 8) state-of-the
art/exquisite TV sets and lightning equipment which were very appreciated by the visitors. I think
that LG registered the 9) largest/biggest number of buyers. Our electronic products were also 10)
highly/greatly valued. The visitors constantly tried our equipment to test the quality of our
products. Our products were 11) entirely/completely appreciated and we sold more than 235 3D
ultra slim TV sets.
Organization:
Our representatives had a professional 12) behaviour/conduct and proved to be very 13)

competitive/challenging. It was a good mark for our brand and company. Sadly, we had
also several difficulties that I will mention below.
Firstly, there were some difficulties as to the on-line registration to attend the event. The
computer didnt accept several applications we installed.

Secondly, there were not enough 14) leaflets/brochures to be taken by the visitors
interested in our companies products and we didnt have enough 15) personnel/personal
to talk to them.
Thirdly, many visitors complained about the air conditioning which didnt work 16)
accurately/properly and they avoided to stay too long due to the heat.

All in all, I consider that the event was successful 17) despite/in spite of all these
shortcomings. However, I consider that some measures should be taken for our next event
which will be held in October.
Recommendations:

a new and better computer network must be introduced by our company to avoid
the formal registrations 18) problems/issues.
a larger 19) stand/stall must be reserved for our products and we should send
more representatives. Also, we need to print a larger quantity of leaflets and other
informative materials.
we have to be careful as to the air conditioning 20) although/though in October it
will not be so hot.