Basic Business English is intended to build up a basic knowledge of vocabulary and

phrases used in international business communication. It is written for university students

and professionals who plan to use business English in their daily and future work activities.

Each lesson is divided into five parts.

1. Presentation

2. Interactive Vocabulary

3. Examples

4. Dialogues

5. Interactive Questions

The presentation gives a short outline of the contents of the lesson. From here, the student

can begin to analyze the subject matter.

The vocabulary shows the new business words that are presented in each lesson. You will

see a definition of the new vocabulary word

With the understanding of vocabulary and the formation of sentences, we can construct

dialogues. Each lesson includes common business dialogues using the business topics,

interactive questions and exercises which test the students understanding of the subject.

Lesson I.

First impressions are important. Every day, you make judgments on people and businesses

based on just a few pieces of information delivered over the briefest period of time. This

lesson will help you focus on the details that would let others know you are a true

professional.

In a job interview, the first impression you make on the interviewer can decide the rest of

the interview. It is important that you introduce yourself, shake hands, and be friendly and

polite. The first question is often a "breaking the ice type of question. Don't be surprised if

the interviewer asks you something like:

How are you today? Did you have any trouble finding us? Isn't this great weather we're having? This type of question is common because the

interviewer wants to put you at ease (help you relax).

The best way to respond is in a short, friendly manner without going into too much

detail.

Sample Dialogue

First Impressions (in a Job Interview)

1. Interviewer: How are you today?

Applicant: I'm fine, thank you.

2. Interviewer: Did you have any *trouble finding us?

Applicant: No, the office isn't too difficult to find.

3. Interviewer: Isn't this great weather we're having?

Applicant: Yes, it's wonderful. I love this time of year.

Here are some examples of incorrect responses:

1. Interviewer: How are you today?

Applicant: So, so. I'm actually nervous.

2. Interviewer: Did you have any trouble finding us?

Applicant: As a matter of fact it was very difficult. I failed to notice the name of

the building and had to return via the highway. I was afraid I was going to be late

for the interview.

3. Interviewer: Isn't this great weather today?

Applicant: Actually, its terrible. I thought it would never stop raining! I was

afraid that the weather would cause me to be late in this interview.

1. Breaking the ice - To start the flow of conversation or to get people to relax and

be open. Also known as 'conversation starters'.

2. Trouble - An effort that is inconvenient; a source of difficulty

3. Fail to notice fail to see; give little or no attention to

Exercise 1.

Fill in the dialogue with the expressions you preferred and practice reading with a partner.

Hiring Officer: How are you today?

Interviewee: _____________________________________________________________

Hiring Officer: Did you have any trouble in finding us?

Interviewee: ____________________________________________________________

Hiring Officer: The sun shines so bright A lovely weather, isnt it?

Interviewee: ____________________________________________________________

Exercise 2.

Comprehension

1. Why is first impression important throughout the time of the first meeting?

2. Give a sample of an ice breaker appropriate before an office meeting.

3. As you noticed, the answers of the interviewee in the sample dialogue are all confirming.

Why do we need to be positive in giving out our responses?

Lesson II.

Unfortunately, mistakes are unavoidable. When this is the case, customer

service representatives need to handle consumers' complaints. It's also

important for customer service representatives to gather information to help

resolve the problem.

Sample Dialogue:

Customer: Good morning. I bought a laptop from your company last week. Unfortunately,

I'm having a lot of problems with it.

Customer Care Representative: What seems to be the problem, sir?

Customer: I'm having problems with the word-processing software. There are repeated

crashes when I try to run it.

Customer Care Representative: Did you read the instructions that came with the unit?

Customer: Well, yes. But the troubleshooting section was no help.

Customer Care Representative: What happened exactly?

Customer: I think the modem is broken. I'd like a replacement.

Customer Care Representative: How were you using the word processing software?

Customer: I was trying to use it ordinarily! What kind of question was that?!

Customer Care Representative: I understand your being upset, sir. I'm just trying to figure out the problem. I'm afraid it's not our policy to replace computers because of glitches.

Customer: I bought this laptop with the software pre-loaded. I haven't touched anything.

Customer Care Representative: Were sorry that youve had a problem with this

computer. Could you bring in your laptop, sir? I promise you we'll check the settings and

get back to you immediately.

Customer: OK, that will work for me.

Customer Care Representative: Is there anything else I need to know about this that I havent thought to ask?

Customer: No, I'd just like to be able to use my laptop completely.

Customer Care Representative: We'll do our best to get your laptop working as soon as possible.

Customer service representatives (reps)- serves as the point to contact to facilitate

customer transactions by responding to providing information, requests for service,

handling customer complaints, and maintaining related financial records.

Glitch - A fault or defect in a system or machine

Troubleshoot - solve problems

Exercise 1. Key Phrases

Create a sentence that would give the same meaning to the expressions given.

1. What seems to be the problem?

__________________________________________

2. What happened exactly?

__________________________________________

3. I understand you're upset, sir.

__________________________________________

4. I'm just trying to understand the problem.

___________________________________________

5. Were sorry that youve had a problem with this product.

____________________________________________

Exercise 2. Fill in with the appropriate word/words to complete the sentences.

1. I'm afraid it's not our policy to ...

________________________________________________________________________

2. I promise you I will

________________________________________________________________________

3. How were you using the ...?

________________________________________________________________________

Lesson III.

Whoever answers the telephone -- it could be the receptionist, switchboard operator,

customer service specialist, technical support engineer, or manager - Carefully consider

what your companys standard greeting is and ensure it is concise, helpful and friendly.

Avoid falling into the trap of thinking Its only a few seconds of the conversation, its

really not that important. Callers should feel welcome and comfortable as they walk in

the front door of your company - even if it is via a telephone call. Remember, we never

get a second chance to make a good first impression!

Sample Dialogue:

Leaving a Message

Francis: Hello. Could I speak to John Brown, please?

Operator: Who's calling, please?

Francis: This is Francis. Im Johns friend.

Operator: Hold the line, please. I'll put your call through.

(After a moment) - I'm afraid he's out at the moment. Would you like to leave a message?

Francis: Yes. Can you ask him to call me back? My number is 010-9119-1128

Operator: Could you repeat that, please?

Francis: Sure. That's 010-9119-1128

Operator: OK. I'll make sure Mr. Brown gets your message.

Francis: Thank you. Goodbye.

Operator: Goodbye.

Key Expressions:

This is ...

May (Can, Could) I speak to...?

I'm calling ...

Hold the line a moment...

Who's calling...?

Take a message

*Put someone through - connect by telephone

Exercise 1. Modify the following expressions:

1. May I help you?

__________________________________________________________________

2. Hold the line a moment

__________________________________________________________________

3. I'll put you through

__________________________________________________________________

4. Can you ask him to call me back?

__________________________________________________________________

5. Would you like to leave a message?

__________________________________________________________________

Exercise 2. Fill in the dialogue with the expressions you preferred and practice reading with a partner.

Leaving a Message

Mr. Park: Hello. _______________ Mr. Kim, please?

Secretary: Who's calling, please?

Mr. Park: This is Mr. Park ... Im Mr. Kims friend.

Secretary: ____________, please. I'll put your call through.

(After a moment) - I'm afraid he's out at the moment. _________________ a message?

Mr. Park: Yes. Can you ask him _________________? My number is 010-9119-1128

Secretary: ______________________?

Mr. Park: Sure. That's 010-9119-1128

Secretary: OK. I'll make sure Mr. Kim _______________ .

Mr. Park: Thank you. Goodbye.

Secretary: Goodbye.

Lesson IV

In any other business or relationship, success depends on effective communication. It is

very important to convey your intentions and thoughts to employees and customers, in a

clear and effective manner. It is essential to use easy and transparent communication within

the business.

Sample Dialogue:

Claire: Could I schedule a time to meet with Ms. Veronica?

April: What time is best for you?

Claire: Is she available next Wednesday?

April: Sorry, her calendar is full on Wednesday. Could you make it Thursday morning instead?

Claire: Let me check my schedule, Thursday morning will be fine.

April: Okay. Thursday morning at 9.

Claire: Thursday at 9:00 sounds good.

Key Phrases:

I'd like to make an appointment with Mr. Gates.

I'd like to schedule a meeting with Ms. Jen.

Could I schedule a time to meet with Mr. East?

What time is best for you?

When would be a good time for you?

Would 9:00 on Thursday be okay?

He'll be in on Tuesday.

His schedule is open all day Monday.

She's free any day but Wednesday.

Dr. Jones will be away until Friday.

Will Mr. Bean be in tomorrow?

Is he available next Wednesday?

Does he have any openings on Tuesday?

Does she have any time on Thursday?

Thursday at 10:00 will be fine.

Friday at 11:00 sounds good.

Okay. Tuesday morning at 9.

Monday at 8:00 is not good for me.

Wednesday is not possible.

Exercise 1. Read the dialog. Fill in the missing words with the appropriate vocabulary.

A young businessman is calling to make an appointment with the production manager of

another company.

Mr. Park:

David Park speaking...

Henry:

Hello, Mr. Park. This is Henry Michaels of LG Electronics

Mr. Park

Oh, hello, Henry. What can I do for you?

Henry:

I was wondering if we could sometime this week. I'd like to discuss our delivery schedule.

Mr. Park

Well, let's see. I'm busy the of the week. But I'm free on Thursday afternoon. How does that sound?

Henry:

That's good for me. What time?

Mr. Park

3:00. At my office.

Henry:

That's great.

Exercise 2. Write down at least two sentences that have the same meaning for each expression.

1. Id like to make an appointment with the manager.

_________________________________________________________________

_________________________________________________________________

2. What time is best for you?

_________________________________________________________________

_________________________________________________________________

3. Monday morning is not good for me

_________________________________________________________________

_________________________________________________________________

4. Will you be available next Wednesday?

__________________________________________________________________

__________________________________________________________________

Lesson V

Asking question is a vital communication skill. If they are used thoughtfully, they

will help you uncover obstacles to change, inspire action, and allow you to become better

connected to your entire group. It also allows the speaker to express interactions and gain

important insights about the subject. This lesson suggests variety of expressions to help you

fine-tune your questions in a meeting. Apply these to reach an agreement that satisfies

everyone.

Sample Dialogue:

Banking

Representative: Good morning, maam. How can I help you today?

Customer: Hello. I'd like some information on the telephone banking services offered at

by your bank.

Representative: Certainly. What would you like to know?

Customer: How do I sign up?

Representative: Just fill in this form and I'll sign you up immediately.

Customer: Can you tell me how the telephone banking services work?

Representative: You can do all your day-to-day banking over the telephone, 24 hours a

day.

Customer: That's great. How do I access my account?

Representative: Just call the bank, key in your PIN number and listen to the menu of

options available.

Customer: How do I choose which selection I want?

Representative: Just press the number for the service stated by the recording.

Customer: What kind of things can I do?

Representative: You can check your balance, pay bills, order a statement or even transfer money to another bank.

Customer: That's fantastic! Can I trade stocks and bonds?

Representative: I'm afraid you will have to have a special account for that.

Customer: What about if I get some problems?

Representative: There's an automated answering machine and staff are available 9 to 5

seven days a week.

Customer: It all sounds very good to me. I'd like to sign up.

Representative: Alright, Heres the form.

Useful Expressions

1. CHECK Questions questions we ask when we want to make sure people

understand

Do you follow? Do you see what I mean? Are you with me? Did you get it?

2. Development Questions asked when we want more information

Could you say a little bit more about that? Would you elaborate on that a little? Can you give an example for that?

3. Questions for Clarification

What exactly do you mean by that? What are you trying to say exactly? Why do you feel that is important?

4. Open Questions questions open for suggestions

Could you please let me know about? What do you think about?

5. Closed questions questions answerable by YES or No

Is it ? Do you think? Did you? Are you going to?

Exercise 1. Identify each type of question.

1. How can I help you today?

2. What is your account number?

3. What would you like to know?

4. How do I sign up?

5. Can you tell me how the telephone banking services work?

6. How do I access my account?

7. How do I choose which option I want?

8. What kind of things can I do?

9. Can I trade stocks and bonds?

10. What about getting help if I have any problems?

Exercise 2. The following positions are open for hiring. Ask appropriate questions to interviewees for each job specifications.

Hardware Engineer

Join the team of clever engineering minds that design and develop Apple's revolutionary

products. Mac hardware engineering looks for people with disciplines in electrical,

mechanical, and specialized engineering, industrial design, and quality assurance.

Sales Supervisor

The Sales team-including field and education sales, enterprise sales, the online store, and

more-manages relationships with our resellers and customers. Our sales reps have the right

combination of passion and product knowledge to deliver the Apple experience worldwide.

Lesson VI.

Buyers usually have the advantage in negotiations prior to purchases. They can

decide what goods and services they want, bargain for what they feel is a fair price, and

expect fast and pleasant service. This is because many customers feel that a business

relationship is only as good as the last deal. Even after a long and profitable relationship, if

such a buyer thinks that the products, price, or service of a supplier are not up to his

standards, he may quickly try to find another. This may seem disloyal but such actions keep

alive the competitiveness which is the heart of business the ideal situation would satisfy

both types of people: having a long-term relationship with someone who also gives the best

prices and service!

Useful Expressions:

1. Ordering by phone:

I would like to place an order for an inkjet cannon printer.

2. Discussing payment terms (seller):

How would you like to handle this purchase?

What credit card would you like to use?

Do you have an account with us?

3. Discussing payment terms (buyer):

Can you tell me what discounts are available?

Will you accept a company check?

Can I pay C.O.D.?

4. Discussing delivery terms (buyer):

How soon can you deliver it?

Can you ship it Fed-Ex? (Federal Express)

Can you ship it U.P.S.? (United Parcel Service)

5. Returning merchandise (buyer):

Can we return the merchandise if it does not meet our specification?

6. Returning merchandise (seller):

There is a 15% additional charge on all returned merchandise.

Sample Dialogue

Salesman: Well, now Mr. Brown , I assume youve come to our computer store to talk

about computers. How can I help you?

Mr. Brown: I need to buy seven personal computers for Interlight Technologies and

they must meet these requirements. What discounts are available in purchasing

this item?

Salesman: I can either give you a discount off the purchase price, or I can provide you

with several software packages at no extra charge. How would you like to handle

this purchase? Do you have an account with us?

Mr. Brown: No. what do I have to do to open an account?

Salesman: Youll need to complete a credit card application and give us credit references

from two banks. And then, well open an account for your company. Lets see, what

havent we covered?

Mr. Brown: Can we return the merchandise if it doesnt meet our specifications?

Salesman: Yes, but there is a 15percent restocking charge on all returned merchandise.

Exercise 1. Modify the following expressions:

1. Can we return the merchandise if it does not meet our specification?

________________________________________________________________________

2. How soon can you deliver it?

________________________________________________________________________

3. Can you tell me what discounts are available?

________________________________________________________________________

4. How would you like to handle this purchase?

________________________________________________________________________

5. There is a 15% additional charge on all returned merchandise.

________________________________________________

Exercise 2. Give out samples of correct responses to the following questions:

1. How soon can you deliver it?

________________________________________________________________________

2. What credit card would you like to use?

________________________________________________________________________

3. How would you like to handle this purchase?

________________________________________________________________________

Exercise 3. Give out answers and explanation to each question:

1. What is the most convenient way for a buyer to place an order? Why?

Letter Fax Visiting the supplier Call

2. What is one possible reason a buyer will change supplier?

3. If you place a large order, how will you most likely pay for the merchandise? Why?

Lesson 7.

Talking about companies is a great way to exchange ideas, make contacts, and find

out what other people in your industry or the business world at large are doing. With friendly, informal conversations, consumers stay informed, and more importantly, build up a circle of friends and acquaintances that you can get along with to get more contacts and leads in businesses. Form the art of networking.

Useful Expressions:

1. Asking about another person's line of work:

What line of business are you in?

2. Explaining your line of work to another person:

I work for a firm that produces and markets language instruction courseware.

3. Asking for more information:

Your work sounds very interesting. What else can you tell us about your

investment company?

Sample Dialogue:

Kelly: Excuse me Michael, What the name of your company again?

Michael: Certainly. Im with Brilliant Technology incorporated.

Kelly: Can you please tell us something about it?

Michael: Brilliant Technology Inc. is a very old company that has expanded

into the latest communications technologies.

Kelly: That sounds like the company I worked before. How many employees are

there at uh, Brilliant Company Incorporated, Michael?

Michael : Were about eight thousand. But we are a small company.

How many employees are there in your company, Kelly?

Kelly: Well, close to ten thirteen thousand now; but we have to shrink to be

competitive.

Michael: I know what you mean. We struggle to be efficient but still maintain

the highest quality.

Kelly: Certainly. But hey, thanks for letting us get to know about you, Michael!

Exercise 1.

Answer the following questions based on your line of work or preferred job.

1. What line of business are you in?

2. What are your major responsibilities in your office?

3. Hows your relationship with your boss?

Exercise 2. Vocabulary Practice Test.

Choose the letter with the best answer.

1. When someone says his company has plans to open up office in Chicago and Minneapolis, he means

a. Two new offices opened for business

b. the front doors to two new offices will soon open

c. the company is entering new market

d. there will soon be two new offices opening

2. If something is likely to happen, it will ____________ happen.

a. probably b. problem c. impossibly d. spontaneously

3. Often, companies must reduce their size in order to stay in business. A word we use to describe this is

a. to maintain b. to shrink c. to struggle d. to compete

4. Which phrase below is similar to Its difficult?

a. Its efficient b. Its competitive c. Its the latest d. Its a

struggle

5. Well, _________________, I was hired as a messenger but I was promoted

quickly.

a. as to the fact b. as a fact matters c. as a matter of fact d. as facts

6. When someone introduces their company, they do so with ___________.

a. respect b. pride c. caution d. courage

7. Business people are always looking for new ______________.

a. losses b. debts c. leads d. heads

8. The question What do you do for a living? asks

a. How the person survives day to day

b. The company the person works at

c. What type of work the person does

d. How much money the person earns

9. What does A.S.A.P stand for?

a. as speedy as possible

b. as soon as possible

c. all sales are permanent

d. Americans salute all people

10. Businessmen consider the financial condition of their company to be a ________ information.

a. public b. confident c. general d. confidential

Exercise 3. Comprehension Test.

1. What is the benefit of networking?

2. If your company was not a very good or a big company, how would you most likely tell this to people?

3. This is our hottest item this means

Lesson 8.

At times, executives often sit down with a secretary or subordinate to plan a party

or some other social activity. Once the planning is complete, however, it is usually the assistant's job to organize the event. In this way, the executive, who will act as host, is aware of the general arrangements that have been made, but does not have to spend valuable time trying to implement them.

There are of course many other questions which you will have to ask yourself while planning a party, but if you first consider these you will have made a good start. Perhaps you can try right now. Think of a party that you might organize at work. Hosting a business party can be a lot of fun if you are well-prepared, and doing so might contribute greatly to the future success of your company!

If you are planning to organize a business party of some kind, here are a few questions that you might consider:

1. What is the purpose of the event?

A business party should have a definite purpose.

Is it to build the morale of employees or associates? Will it launch a new product? Is it to make new business contacts? Is it to thank existing clients?

2. When will the event be held?

Probably no date or time will please everyone, but try to make it easy for the people who are invited to attend.

Should it be held at a certain time of day? Is there a date which is best for the group of people you want to invite? Will the date conflict with a holiday or major public event?

3. What kind of event are you going to hold?

Many of the answers to these questions will be decided by the purpose of the event.

Will it be formal or informal? Will dress be formal business attire, or casual? Will there be speeches, entertainment, or just people mingling and talking to one

another?

4. Where will the event be held?

The place you choose should be suited to the occasion but also convenient for your guests.

Do you need a small meeting room or a large hall? What will the budget for your event be? Would it be better to hold the event at your home, the office, a hotel, or a private

club?

5. What do you need for the event?

A good organizer tries t be needed. o think of absolutely everything that might

Are you going to serve food and drinks? What kind? If there are going to be speeches, is a microphone or stage needed? What about decorations or displays? Will materials such as awards or sales literature be given to the guests?

6. Who will you invite?

Invitations may be given by phon ces. However, if you are inviting people to formal party, written invitations are best.

e to business acquaintan

How many people are you going to invite? Which people must be present to accomplish your purpose? How will you invite them?

Sa

ire; Id really want to hold a party for our clients

be the

cocktail party or just an

hen to hold the party as well as the venue.

and make the

mple Dialogue:

Mr. Kim: You know Cla

Claire: I think thats a wonderful idea, but besides having fun, what could purpose of that for our company?

Mr. Kim: I would like to thank them for their support.

Claire: Ok. Should we have a formal reception dinner, ainformal get together?

Mr. Kim: I prefer a cocktail party where people can come and go as they please.

Claire: Fine. We will call all our clients and post a notice at the convention room inviting anybody who would like to attend.

Mr. Kim: I think that will work

Claire: Now, we have to decide w

Mr. Kim: How about Friday evening at 7 in the rooftop?

Claire: Great. Now, al we need to do is to call the cateringarrangements.

Mr. Kim: And let everybody be informed, okay?

Claire: All right.

Exercise 1. Vocabulary Practice Test.

r.

__ up tomorrow.

d. pasted

b. a mixed alcoholic drink c. a speaker d. a post

d. hold

d. deception

d. rail

. Which of these is not a type of party?

arty c. a banquet d reception

d. serving

e d. attend

?

rty would be fine.

to the guests this morning.

invites d. invitations

Choose the letter with the correct answe

1. Were having some invitations ________

a. protected b. printed c. plated

2. A cocktail is

a. a reception

3. Id really like to ________________ a party for our clients.

a. support b. carry c. contain

4. We need a dinner party with a formal _____________.

a. reception b. situation c. relation

5. There will be a ___________ party tonight at 7p.m.

a. mock b. stock c. cocktail

6

a. a cocktail party b. a catering p

7. Ill call a ___________ company and get an estimate of the costs.

a. food b. on-site food c. catering

8. To make the plans for something is to _____________.

a. invite b. prefer c. arrang

9. Which is a correct way to answer this question? Shall we have a formal dinner

a. Dont invite Jones.

b. Cocktails then?

c. Great! A formal pa

d. Dinner was good.

10. I sent the ________

a. please comes b. welcome c.

Exercise 2. Comprehension Test

nswer the following questions.

A

Why would a business man hold a reception?

What is your first consideration when planning a party?

Why are cocktail parties popular with business people?

Lesson 9.

Honoring people and recognizing their accomplishments with a toast is a very old

d widespread tradition. They are usually given at the beginning of a dinner or party when t

aneveryone has a full drink in front of them. To begin a toast, stand and raise your glass to geeveryone's attention, then express your thanks and appreciation to the person you are toasting. You might mention something the person has done for your company or group, or some of the problems solved with his or her help. If you have been working with people, and someone offers a toast to you at a party, you should not feel embarrassed. This is to value individual performance and to single out people who deserve special appreciation.

Useful expressions:

May I propose a toast to Mr. Andy Anderson, our distinguished guest from the

f

Let's raise a toast to John Johnson as an expression of our appreciation for his

Thank you so much for your kindness and hospitality given to me and my staff

l guest tonight by toasting Mr. James Jamison. James, we

ample Dialogue

ave your attention please. I propose a toast for our friend and colleague Mark for his success in lobbying tax breaks for our industry. It is really a great

!

ank you. As you know, I didnt do this myself. There were a lot of people who contributed and played a role to this success. I propose to have a toast for

United States. His valiant efforts to bring environmental issues to the forefront o

public interest have helped make our country a cleaner place to live.

bringing his company to our community.

while here in your great city. May we raise a toast to you, our gracious hosts for

the past two weeks.

Let's honor our specia

wish you good health, good fortune, and a long life of happiness here in our fair

city.

S

Mr. Kim: Can I h

accomplishment.

Colleagues: Salud

Mark: Thank you, th

everyone who took part for our company to succeed!

Mr. Kim: Congratulations!

Exercise 1. Choose the letter with the correct answer.

use he wants

d. people listen to

d. supper

d. appointment

preciation d. appreciation

c. attention d. attentive

d. oregano

c. demote d. honor

department

reat job.

b. raise our glasses c. praise our glasses d. chase our glasses

d. collector

d. slandered

1. Mr. Kim says: Could I have your attention beca

a. to be a colleague b. support c. a break

him

2. Without his support, I couldnt have completed this project.

a. suppose b. support c. supple

3. He did a wonderful job. It is truly a great _____________.

a. accomplishment b. accounting c. embarrassment

4. Id like to show our _____________ by toasting.

a. appreciate b. apprehension c. de

5. Could I have your _______________ please.

a. attendance b. attractive

6. Thanks to everyone in our _____________ who helped us to be #1.

a. organization b. organ c. organist

7. A toast is given to ___________ someone.

a. suffer b. offer

8. Id like to make a toast. Lets _________to Jon our man in the engineering

for doing a g

a. glaze our glasses

9. We toasted for Sue, who is our friend and _____________.

a. colleague b. college c. collegiate

10. Many people feel ___________ when someone is toasting them.

a. fear b. proud c. alarmed

Exercise 2. Comprehension . Answer the following questions

. What is the purpose of giving toast for someone?

. Who should carry out the toasting in a party? Why?

1

2

Lesson 10.

Business meeting is essentially about building relationships with

colleagues, clients or customers. In th hat

e business world, it is these people t

can influence your success or failure. Conferences, and in particular business

gathering, is simply a means of maximizing your business potential by

presenting yourself favorably.

Whether you are holding the meeting or attending the meeting it is polite to make small

talk while you wait for the meeting to start. You should discuss things unrelated to the

meeting, such as weather, family, or weekend plans.

Sample Dialogue: Peter: Hi Thomas. How are you?

Thomas: Great thanks, and you?

Peter: Well, I'm good now that the warm weather has finally arrived.

Thomas: I know what you mean. I thought winter was never going to end.

Peter: Have you dusted off your golf clubs yet?

Thomas: Funny you should ask. I'm heading out with my brother-in-law for the first

round of the year on Saturday.

Once everyone has arrived, the chairperson, or whoever is in charge of the meeting

should formally welcome everyone to the meeting and thank the attendees for coming.

Sample Welcome

Chairman: I think we'll begin now. First I'd like to welcome you all and thank everyone

for coming, especially at such short notice. I know you are all very busy and it's difficult to

take time away from your daily tasks for meetings.

Useful Expressions

Well, since everyone is here, we should get started. Hello, everyone. Thank you for coming today. I think we'll begin now. First I'd like to welcome you all. Thank you all for coming at such short notice. I really appreciate you all for attending today. We have a lot to cover today, so we really should begin.

If anyone at the meeting is new to the group, or if there is a guest speaker, this is the time

when introductions should be made. The person in charge of the meeting can introduce the

new person, or ask the person to introduce him or herself.

Sample Expressions:

I'd like to take a moment to introduce our new tour coordinator. I know most of you, but there are a few unfamiliar faces. Stella, would you like to stand up and introduce yourself? Hi everyone. I'm Judy Strauss. I'll be acting as Amanda's assistant while Nancy is

away on maternity leave.

If the meeting is a small group, it is probably unnecessary to take attendance out loud.

The person who is taking the minutes will know everyone personally and can indicate who

is present and who is absent. In a larger meeting, it may be necessary to send around an

attendance sheet or call out names. If an important figure is absent, it may be necessary for

the chairperson to apologize for his or her absence and offer a brief explanation for it.

Sample Expressions:

It looks like everyone is here today. If you notice anyone missing, please let Jane know so that she can make a note of it. Unfortunately, Ken cannot join us today. He has been called away on business Mike will be standing in to take the minutes today, as Lisa is home with the flu.

Some people who hold meetings prefer to pass around copies of the agenda, and

others will post a large copy on a wall, or use an overhead projector. No matter which

format is used, attendees should be able to follow the agenda as the meeting progresses.

Before beginning the first main item on the agenda, the speaker should provide a brief

verbal outline the objectives.

Sample Introduction to the Agenda:

Chairman: As you can all see here on the agenda we will be mainly talking about the

upcoming tourist season. First we'll discuss the groups that will be coming in from Japan.

After that we'll discuss the North American Tours, followed by the Korean tours. If time

allows we will also discuss the Australian tours which are booked for early September.

Next, I'm going to request some feedback from all of you concerning last year's tours and

where you think we can improve. And finally, we'll be voting on where and when to have

this year's staff picnic.

The following phrases are used to conduct a meeting. These phrases are

useful if you are called on to conduct a meeting.

Opening

Good morning/afternoon, everyone. If we are all here, let's get started / start the meeting / start.

Welcoming and Introducing

Please join me in welcoming (name of participant) We're pleased to welcome (name of participant) I'd like to extend a warm welcome to (name of participant) It's a pleasure to welcome (name of participant) I'd like to introduce (name of participant)

Stating the Principal Objectives

We're here today to ... I'd like to make sure that we ... Our main aim today is to ... I've called this meeting in order to ...

Giving Apologies for Someone Who is Absent

I'm afraid.., (name of participant) can't be with us today. She is in... Unfortunately, (name of participant) ... will not be with us to day because he ... I have received apologies for absence from (name of participant), who is in (place).

Reading the Minutes (notes) of the Last Meeting

To begin with I'd like to quickly go through the minutes of our last meeting. First, let's go over the report from the last meeting, which was held on (date) Here are the minutes from our last meeting, which was on (date)

Dealing with Recent Developments

Jack, can you tell us how the ABC project is progressing? Jack, how is the ABC project coming along? John, have you completed the report on the new accounting package? Has everyone received a copy of the ABC Foundation report on current marketing

trends?

Moving Forward

So, if there is nothing else we need to discuss, let's move on to today's agenda. Shall we get down to business? Is there Any Other Business? If there are no further developments, I'd like to move on to today's topic.

Introducing the Agenda

Have you all received a copy of the agenda? There are X items on the agenda. First, ... second, ... third, ... lastly, ... Shall we take the points in this order? If you don't mind, I'd like to go in order today. Skip item 1 and move on to item 3. I suggest we take item 2 last.

Allocating Roles (secretary, participants)

(name of participant) has agreed to take the minutes. (name of participant), would you mind taking the minutes? (name of participant) has kindly agreed to give us a report on ... (name of participant) will lead point 1, (name of participant) point 2, and (name of

participant) point 3.

(name of participant), would you mind taking notes today?

Agreeing on the Ground Rules for the Meeting (contributions,

timing, decision-making, etc.)

We will first hear a short report on each point first, followed by a discussion of ... I suggest we go round the table first. Let's make sure we finish by .. I'd suggest we ... There will be five minutes for each item. We'll have to keep each item to 15 minutes. Otherwise we'll never get through.

Introducing the First Item on the Agenda

So, let's start with ... I'd suggest we start with... Why don't we start with... So, the first item on the agenda is Pete, would you like to kick off Shall we start with ... (Name of participant), would you like to introduce this item?

Closing an Item

I think that takes care of the first item. Shall we leave that item? Why don't we move on to... If nobody has anything else to add, lets ...

Next Item

Let's move onto the next item Now that we've discussed X, let's now ... The next item on today's agenda is... Now we come to the question of.

Giving Control to the Next Participant

I'd like to hand over to (name of participant), who is going to lead the next point. Next, (name of participant) is going to take us through ... Now, I'd like to introduce (name of participant) who is going to ...

Summarizing

Before we close today's meeting, let me just summarize the main points. Let me quickly go over today's main points. To sum up, ...,. OK, why don't we quickly summarize what we've done today. In brief, ...

Finishing Up

Right, it looks as though we've covered the main items. If there are no other comments, I'd like to wrap this meeting up. Let's bring this to a close for today. Is there any other business?

Suggesting and Agreeing on Time, Date and Place for the Next

Meeting

Can we set the date for the next meeting, please? So, the next meeting will be on ... (day), the . . . (date) of.. . (month) at ... Let's next meet on ... (day), the . . . (date) of.. . (month) at ... What about the

following Wednesday? How is that?

Thanking Participants for Attending

I'd like to thank Marianne and Jeremy for coming over from London. Thank you all for attending. Thanks for your participation.

Closing the Meeting

The meeting is finished, we'll see each other next ... The meeting is closed. I declare the meeting closed.

Useful Vocabulary

Word Part of speech

Meaning Example Sentence

absent adj

not present The vice president is absent due to unforeseen circumstances.

accomplish verb

succeed in doing We have a lot to accomplish today, so let's begin.

address verb

deal with; speak on I hope we do not have to address this matter again in the future.

adjourn verb

close a meeting If there are no further comments, we will adjourn

the meeting here.

agenda noun

list of objectives to cover in a meeting

Please forward the agenda to anyone who is speaking at the meeting.

AGM noun(abbr.)

Annual (yearly) General Meeting

We always vote for a new chairperson at the AGM.

allocate verb

assign roles/tasks to certain people

I forgot to allocate someone to bring refreshments.

AOB noun(abbr.)

Any Other Business (unspecified item on agenda)

The last item on the agenda is AOB.

apologies noun

item on agenda announcing people who are absent; apologies for absence

Everyone is present today, so we can skip the apologies.

ballot noun

a type of vote, usually in writing and usually secret

Please fold your ballot in half before you place it in the box.

board of directors noun

group of elected members of an organization/company who meet to make decisions

The board of directors meets once a month to discuss the budget.

boardroom noun

a large meeting room, often has one long table and many chairs

The boardroom is reserved for a managers' meeting, so we'll have to meet in the lounge.

brainstorm verb

thinking to gather ideas Let's take a few minutes and brainstorm some ways that we can cut costs.

casting vote noun

deciding vote (usually by the chairman) when the votes are otherwise equal

The role of treasurer was decided based on the chairman's casting vote.

chairperson/chair noun

the person who leads or presides at a meeting

As chair, it is my pleasure to introduce to you, Mr. Allan Davis.

clarification/verification noun

explanation/proof that something is true/understood

Before we address this matter, I'll need some clarification as to who was involved.

closing remarks noun

last thoughts spoken in a meeting (i.e. reminders, thank yous)

I just have a few closing remarks and then you will all be free to go.

collaborate verb

work together as a pair/group The board fell apart because the members had difficulty collaborating.

commence verb

begin We will commence as soon as the last person signs the attendance sheet.

comment verb or noun

express one's opinions or thoughts

If you have a comment, please raise your hand rather than speak out.

conference noun

formal meeting for discussion, esp. a regular one held by an organization

Before the conference there will be a private meeting for board members only.

conference call noun

telephone meeting between three or more people in different locations

Please make sure I have no interruptions while I'm on the conference call.

confidential adjective

private; not to be shared Any financial information shared during this meeting should be kept confidential.

consensus noun

general agreement If we cannot come to a consensus by the end of the meeting we will put it to a vote.

deadline noun

due date for completion The deadline for buying tickets to the conference is May 25th.

designate verb

assign If no one volunteers to take the minutes I will be forced to designate someone.

formality noun

a procedure (often unnecessary) that has to be followed due to a rule

Everyone knows who is going to be the next vice president, so this vote is really just a formality.

grievance noun

complaint The first item on the agenda relates to a grievance reported by the interns.

guest speaker noun

person who joins the group in order to share information or deliver a speech

I am delighted to welcome our guest speaker Holly, who is going to be offering some sales pitch tips.

implement make something happen; It's not a question of

verb follow through whether or not we're going to use this idea, it's whether or not we know how to implement it.

mandatory adjective

required It is mandatory that all supervisors attend Friday's meeting.

minutes noun

a written record of everything said at a meeting

Before we begin with today's meeting, let's quickly review the minutes from last month.

motion noun

a suggestion put to a vote The motion to extend store hours has been passed.

objectives noun

goals to accomplish I'm pleased that we were able to cover all of the objectives today within the designated time.

opening remarks noun

chairperson or leader's first words at a meeting (i.e. welcome, introductions)

As I mentioned in my opening remarks, we have to clear this room before the end of the hour.

overhead projector noun

machine with a special light that projects a document onto a screen or wall so that all can see

I'm going to put a pie chart on the overhead projector so that everyone can visualize how our profits have declined.

participant noun

person who attends and joins in on an event

Can I have a show of hands of all of those who were participants in last year's conference?

proxy vote noun

a vote cast by one person for or in place of another

There must have been one proxy vote because I count twelve ballots but only eleven attendees.

punctual adjective

on time (not late) Firstly, I want to thank you all for being punctual despite this early meeting.

recommend verb

suggest I recommend that you sit closer to the front if you have trouble hearing.

show of hands raised hands to express an From the show of hands it

noun opinion in a vote appears that everyone is in favor of taking a short break.

strategy noun

plan to make something work We need to come up with a strategy that will allow us to have meetings less frequently.

unanimous adj

in complete agreement; united in opinion

The vote was unanimous to cut work hours on Fridays.

vote verb or noun

to express (the expression of) an opinion in a group by voice or hand etc

We need to vote for a new vice chairperson now that Jerry is retiring.

wrap up verb

finish Let's wrap up here so that we can get back to our desks.

Exercise 1. Choose the letter of the correct word to complete the sentence.

1. We ran out of time and were forced to _______________ the meeting.

a. allocate b. address c. adjourn d. accomplish

2. If you have a __________________ please wait until Marie has finished speaking.

a. commence b. comment c. formality d. implement

3. The board members couldn't come to a _________________ so they had to hold a vote.

a. grievance b. designate c. motion d. consensus

4. Markus was away on business, so ________________ was assigned.

a. a show of hands b. apologies c. a proxy vote d. a participant

5. Before we _____________________ I want to remind everyone to sign the attendance form on the way out.

a. wrap up b. strategize c. recommend d. elaborate

6. In his _________________ the chairman thanked everyone for doing such a good job this month.

a. agenda b ballot c. closing remarks d. deadline

7. I'll _________________ as soon as all of the board members take a seat.

a. verification b. commence c. brainstorm d. motion

8. Since everyone was so __________________ we were able to finish the meeting early.

a. participant b. punctual c. confidential d. absent

9. We'll be discussing this year's profits at the ______________.

a. AOB b. AGM c. ABC d. AMM

10. A _______________ to eliminate all part-time positions was put forward at the meeting.

a. action b. vision c. caution d. motion

Exercise 2. Self-Assessment Test

Are the following statements True or False?

1. The person who is in charge of the meeting is the person who takes the minutes.

2. The best way to call a meeting is to inform each participant individually by phone.

3. An agenda should outline the order and amount of time to spend on each item at the meeting.

4. Engaging in small talk throughout the meeting is an effective way to keep the focus.

5. When someone agrees with a motion it is "seconded".

6. The person who is speaking during a meeting is the person who "has the floor".

7. A polite way to indicate that you want to make a comment during a meeting is to say: "If

I could just come in here..."

8. When there is a tie vote, it is customary for the chairperson to ask one participant to

reconsider his/her decision.

9. During the closing remarks, the person holding the meeting should introduce new staff

members or guest speakers.

10. Reminders are typically announced after all of the items on the agenda have been

covered.

Exercise 3.

Create a dialogue using the sample expressions given in each segment.

1. Why is first impression important throughout the time of2. Give a sample of an ice breaker appropriate before an off3. As you noticed, the answers of the interviewee in the samSample Dialogue:BankingUseful VocabularyAre the following statements True or False?