Engl CD Booklet 2 1710 - Audibledownload.audible.com/adde/guides/Engl_CD_Booklet_2_online.pdf ·...

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Business Talk Business Englisch Trainer No. 2 Business Talk Business Englisch Trainer Die wichtigsten Redewendungen für Verhandlungen und Telefongespräche.

Transcript of Engl CD Booklet 2 1710 - Audibledownload.audible.com/adde/guides/Engl_CD_Booklet_2_online.pdf ·...

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Business Talk Business Englisch

Trainer No. 2

Business Talk Business Englisch

Trainer

Die wichtigsten Redewendungen für Verhandlungen und Telefongespräche.

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N E G O T I AT I N G

1. Introduction 1:31

The BEST approachB for Building relations

2. Dialogue: signalling interest 3:35E for Exchanging information

3. Dialogue: active listening 2:084. Exercise: using listening signals 1:17

S for Structured negotiation 5. Grammar: expressing probability 2:176. Exercise: using conditionals 2:02

T for Total commitment7. Example: summing up a negotiation 2:128. Exercise: key phrases for a summary 2:49

Persuasive negotiating9. Dialogue: labelling 1:1410. Exercise: key phrases for labelling 1:2211. Exercise: testing understanding 2:3612. Exercise: asking questions 1:3613. Dialogue: describing feelings 1:0514. Exercise: key phrases for feelings 1:44

T E L E P H O N I N G

15. Introduction 0:39

Getting started 16. Dialogues: receiving a call 5:54

Managing calls17. Exercise: saying it’s not a good time 2:1618. Dialogue: keeping control of a call 1:5119. Exercise: key phrases to control a call 1:0120. Exercise: ending the call 1:48

Improving understanding21. Dialogue: checking understanding 1:3022. Exercise: asking for clarification 1:4423. Dialogue: a bad connection 1:2924. Exercises: using key phrases 2:09

Telephone numbers25. Example: giving phone numbers 2:3526. Exercise: understanding numbers 2:40

Being active on the phone27. Dialogue: are you active or passive? 2:4228. Exercise: being active on the phone 2:51

29. Conclusion 0:42

Total playing time: 59:19

3

Business Talk No. 2

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budget restraint Etatbeschränkungrecruitment Einstellungenunion representative Gewerkschaftsvertreter(in)target Ziel

David: Sailing, rather. I’ve still got a small boat atthe coast, but we don’t get down there so oftennow.Volker: I love sailing, too! Last summer, I wentsailing for a whole week. It was great!

E for Exchanging information 3. Dialogue: active listening

Manager: Basically, we need to discuss three keypoints.1

Union representative: OK.Manager: Firstly, we have to put a stop on recruit-ment because of budget restraints.2

Union representative: Yes, I see.Manager: Secondly, we need to look carefully atour workshop productivity.3

Union representative: Uh-huh.Manager: And finally, we have to make sure thatour targets are more realistic.4

Union representative: Right, yeah.

B for Building relations 2. Dialogue: signalling interest

Volker: That was a good start, I think. We nowknow exactly what kind of service you need, MrJames.David: That’s right — call me David, by the way.Volker: Fine, David — I’m Volker. How long haveyou been with the company?David: Oh, about three years now — moved justafter Harry was born.Volker: Your son?David: Yes — but I’ve got a daughter now, too.Volker: Great — how old is she?David: Oh, Anna’s about 18 months. Volker: Mine’s a boy — Jakob. He’s six.David: Kids are fun, aren’t they? Most of the timeanyway. But my wife and I certainly don’t havethe chance to get out in the fresh air at theweekends like we used to before.Volker: Walking?

T H E B E S T A P P R O A C HT H E B E S T A P P R O A C H

N E G O T I AT I N GN E G O T I AT I N G

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discount Preisnachlassdraft contract Vertragsentwurfitem Posten

Manager: We need to discuss this in the nextmeeting with you.5

Union representative: You mean on the 15th?

4. Exercise: using listening signals

Refer to notes 1–5 in the dialogue “active listening”,and respond to the manager with listening signals.

S for Structured negotiation 5. Grammar: expressing probability

Type 1 conditionals (probable agreement):Example:■ If you order 3,000 items, then I will give you a

6 per cent discount.■ So if I make the technical changes by July,

then you will accept a price of €7,000.

Type 2 conditionals (possible agreement):Example:■ If you ordered 3,000 items, then I would give

you a 6 per cent discount.■ So if I made the technical changes by July,

then you would accept a price of €7,000.

6. Exercise: using conditionals

Turn type 1 conditional sentences into type 2.Example: If you come to us on Friday, then we will arrangethe transport.➔ If you came to us on Friday, then we would

arrange the transport.

■ If John comes to the meeting, then Marywon’t.

➔ If John came to the meeting, then Marywouldn’t.

■ So if I arrange a meeting on Friday, then youwill come too.

➔ So if I arranged a meeting on Friday, then youwould come too.

■ If you send me the draft contract, then I’ll dis-cuss it with my team.

➔ If you sent me the draft contract, then I woulddiscuss it with my team.

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beneficial vorteilhaftbookkeeping software Buchhaltungssoftwarecompetitor Konkurrentcut sth. etw. senkenfeasible machbarfirm order Festauftragmaintain sth. etw. beibehaltenmarket share Marktanteilnet Netto-packaging equipment Verpackungsmaschinenproduct range Produktliniere-training Umschulungstate-of-the-art dem neuesten Stand der

Technik entsprechendunderprice sb. jmdn. unterbieten

T for Total commitment 7. Example: summing up a negotiation

“So we’ve agreed that if you are to maintain andeven increase your market share, you have tocut production costs by 15 per cent. This isurgent, because your main competitor is alreadyunderpricing you in certain product ranges.1 Andunless you do something quickly, you expectthem to do the same for your three key productsvery soon, too. Now if you purchased our state-of-the-art high-speed packaging equipment, thenthis would allow you to cut your productioncosts by 20 per cent. Of course, the purchasingcosts at the price level we agreed and the re-training of your staff will reduce the net savings— but our calculations show that over a five-year period, you would make an average reduc-tion of 16 per cent on your present costs.2 Thisagreement is beneficial to both of us — we geta firm order for two machines with an option ona third, and you get the ability to control yourcosts and deal with your competition.3 We havediscussed a time frame of six months to get theequipment installed and the staff trained, and wehave seen that this is perfectly feasible, basedon work we’ve done in a similar industry.4

8. Exercise: key phrases for a summary

Listen to key phrases from the example “summing up anegotiation”. Refer to notes 1–4.

9. Dialogue: labelling

Seller: We can certainly provide your people withthe bookkeeping software package they need,but I just want to mention that we could also pro-vide training to go with it.1

P E R S U A S I V E N E G O T I A T I N GP E R S U A S I V E

N E G O T I A T I N G

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back-up training unterstützende Schulungdiscount Preisnachlassengineer Ingenieur(in)full-time in Vollzeitoverview Überblickpart-time in Teilzeit put it another way es anders formulierensummarize sth. etw. zusammenfassenunit Stück

Buyer: I’d like to ask you a question here.2 Areyou saying that you can provide back-up trainingas well as the software itself?Seller: That’s right. Let me put it another way.3

We can include training on how to use the soft-ware effectively in a special package price.Buyer: So can I make sure I’ve got this right:4 wecan either just buy the software, or a wholepackage including training.Seller: Correct.

10. Exercise: key phrases for labelling

Listen to key phrases from the dialogue “labelling”.Refer to notes 1–4.

11. Exercise: testing understanding

Use the phrase suggested to test understanding.Phrases:■ Let me just summarize here.■ Are you saying that...■ If I understand you correctly...

■ That’s difficult. I couldn’t pay €1,000 per unit,but if you gave me a 10 per cent discount thatwould help. (Are you saying that...)

➔ Are you saying that you would accept a priceof €900 per unit?

■ We don’t want this report to take too long orbe too complicated. We just want a quickoverview. (If I understand you correctly...)

➔ If I understand you correctly, you want a shortand simple report.

■ We could accept the work being carried outby two engineers in one week, or by oneengineer over a one-month period. The impor-tant point is that the costs are the same. (Letme just summarize here.)

➔ Let me just summarize here. You wouldaccept two engineers working full-time forone week or one engineer part-time for amonth as long as it costs the same — right?

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board Vorstandclose zum Abschluss bringendone erledigt; hier: abgemachtdue: sth is ~ to etw. soll fertig gestellt seinbe completed token symbolischtrade fair Messe

12. Exercise: asking questions

Ask the question to produce the answer given. ■ The project is due to be completed next month.➔ When is the project due to be completed?■ The trade fair will be held in Hamburg this

year.➔ Where will the trade fair be held this year?■ Harold and Greta will be our main representa-

tives.➔ Who will be your main representatives?■ I’m not going to the meeting because I have

to give a presentation to the board.➔ Why aren’t you going to the meeting?

13. Dialogue: describing feelings

Buyer: I’m trying to see this from your point ofview here. You say you could deliver by the endof the month but can’t give us any discount.Right? But I’m worried about the lack of dis-count, not even a token one.Seller: I see what you’re saying, but the shorter-than-normal delivery time makes giving a dis-count difficult. I’m not happy about it, but you dosee what I mean, don’t you?

Buyer: If you could just give me two per cent — Ifully realize your situation, but it would definitelyhelp me to close the deal.Seller: Look, I feel we’re almost there. Could youlive with a one per cent discount this time, and athree per cent discount on any future orders of€ 20,000 or more?Buyer: Done. I’m happy with that. Thanks. I wassure we’d find a solution.

14. Exercise: key phrases for feelings

Repeat the following phrases.■ I’m trying to see this from your point of view.■ I’m worried about this. ■ I see what you’re saying.■ I don’t feel happy about this.■ I fully realize your situation.■ Can you live with this?■ I’m happy with that.

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16. Dialogues: receiving a call

The wrong way (1): Receiver: Hello ... yes?Caller: My name is Kurt Müller. Who is that? Iwant to speak to Mrs Howells.Receiver: Speaking.

The right way (1): Receiver: Hello. Catherine Howells.Caller: Good morning. This is Kurt Müller fromKern GmbH in Dresden. I’m calling you aboutthe trade fair in June.Receiver: Right.

The wrong way (2): Receiver: Azcom GmbH, Schumann.Caller: Sorry, do you speak English?Receiver: A little.Caller: My name is Malcolm Reid and I would liketo speak to Mr Frank.

Receiver: He’s not in.Caller: Oh, can I leave a message?Receiver: Yes. What was your name again?

The right way (2): Receiver: Azcom GmbH. Schumann.Caller: Sorry, do you speak English?Receiver: Yes, a little, but please take it slowly. I’mRita Schumann — how can I help you?Caller: My name is Malcolm Reid and I’d like tospeak to Mr Frank.Receiver: To Mr Frank. Sorry, I didn’t catch yourname.Caller: Reid, Malcolm Reid.Receiver: I’m afraid Mr Frank is in conference thismorning, Mr Reid. Would you like me to take amessage, or would you like to call back thisafternoon?

The wrong way (3): Receiver: Krantz.Caller: Anna, Anna Krantz? This is PeterKowalsky from Detroit. How are you? Haven’tseen you in ages.

S T A R T I N G A C A L LS T A R T I N G A C A L L

in im Hausin ages ifml. schon ewigtrade fair Messe

T E L E P H O N I N GT E L E P H O N I N G

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Receiver: That sounds nice. You should bring yourskis over on your next trip — we’re not very farfrom the Alps, you know.Caller: Hey, that’s right. Sounds great.

17. Exercise: saying it’s not a good time

Give a reply for each situation.■ You have a call on another line. ➔ Sorry, but I'm on another line. Could you call

back in a few minutes?■ You’re in a meeting.➔ I’m sorry, but I’m in a meeting. Could you call

back this afternoon?■ You are just going out.➔ II’m afraid I’m just going out. Could you call

back tomorrow?■ You are with someone.➔ Sorry, but I’m with someone at the moment.

Could I call you back in an hour?

10

break Kurzurlaubskiing trip Skiurlaub

Receiver: Fine, thank you.Caller: How was that skiing trip you were going on?Receiver: It was good, thanks.Caller: You went to Chamonix, right?Receiver: Yes, that’s right. Caller: I’m off to Mammoth to get some powdersnow next week.Receiver: That sounds nice.

The right way (3): Receiver: Krantz.Caller: Anna, Anna Krantz? This is PeterKowalsky from Detroit. Receiver: Oh, hi!Caller: How are you? Haven’t seen you in ages.Receiver: Fine, thank you. And you?Caller: Great, rushing around as usual. How wasthe skiing trip you were going on?Receiver: It was really good, thanks. We were inthe French Alps for 10 days. It was a superbreak.Caller: You went to Chamonix, right?Receiver: Yes, that’s right. Have you ever beenthere?Caller: No, never had a chance to ski in Europeyet — but I’m off to Mammoth to get some pow-der snow next week.

M A N A G I N G C A L L SM A N A G I N G C A L L S

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butt in ifml. unterbrechensales (department) Vertriebscarf Halstuchtrade fair Messe

18. Dialogue: keeping control of a call

Catherine: Good morning, Robert. I’m calling aboutour sales stand at the trade fair next month.Perhaps we could first discuss who will actuallyrepresent us from Sales, then decide whetherwe should have some kind of uniform... [...]So now we know who should be there. Let’smove on to talk about the question of some kindof uniform.1

Robert: That would be good, I think — youremember when Johnson’s had special jacketsat the Berlin fair?Catherine: Yes. So you think it’s a good idea,then.2

Robert: As long as we’re all the same. Otherwiseit won’t work.Catherine: So we agree we should have somekind of uniform.3 I would suggest men in whiteshirts with the company tie, and women withwhite blouses and the company scarf. Do youagree?4

Robert: My wife would like one of those scarves.She said they look better than the…Catherine: Sorry to butt in, Robert, but I’ve got ameeting in a couple of minutes.5

19. Exercise: key phrases to control a call

Listen for key phrases from the dialogue “keeping con-trol of a call”. Refer to notes 1–5.

20. Exercise: ending the call

Repeat the following. ■ Right! ■ So!■ Fine!

21. Dialogue: checking understanding

Paula: So, Michael, why don’t we meet on thethirteenth to discuss this...Michael: Excuse me, Paula, did you say the thir-teenth or the thirtieth?

I M P R O V I N G U N D E R S T A N D I N G

I M P R O V I N G U N D E R S T A N D I N G

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catch sth. etw. mitkriegendraft contract VertragsentwurfI didn’t get that das habe ich nicht verstandenline Verbindungmobile Handyspeak up lauter sprechen

Paula: The thirteenth. And we could check ifHelga, Mark and John could come too.Michael: Just a moment, Paula — who?Paula: Mark, Helga and John. Michael: Right.Paula: Perhaps we could meet in Chelmsford thistime.Michael: Sorry? I didn’t get that.Paula: In Chelmsford. It’s easier for the other three.

22. Exercise: asking for clarification

Use the phrase suggested to interrupt the speaker.■ So I’ll be arriving at five-thirty.

(Excuse me.)➔ Excuse me. What time will you be arriving?■ You need to speak to David. (Sorry?)➔ Sorry? Who do I need to speak to?■ Could you send me the draft contract next

week? (Just a moment.)➔ Just a moment What should I send you next

week?■ Good morning. My name is Robin Brown.

(Excuse me.)➔ Excuse me. What did you say your name

was?

23. Dialogue: a bad connection

Useful phrases:■ I’m sorry, I didn’t catch that. It’s a very bad line.■ I’m sorry, could you speak up a bit? We have

a bad connection.■ Can I call you back? The line’s terrible.■ Mark, can you maybe call me back? I can

hardly hear you.

Jenny: Hello.Peter: Hi, Jenny, it’s Peter here.Jenny: Hi, Peter!1

Peter: Jenny, I wanted to talk to you about the air-port project... Jenny: Sorry, Peter, could you say that again? Weseem to have a terrible line.2

Peter: Yeah, I’m calling about the airport project... Jenny: Peter, I can hardly hear you. Could I callyou back and see if we can get a better connec-tion?3

Peter: Yeah, sure, I’m on my mobile.

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country code Ländervorwahldial wählenextension Nebenstelle

13

24. Exercise: using key phrases

a. Repeat key phrases 1–3 from the dialogue “a badconnection”.

b. Respond as Jenny in the dialogue “a bad connec-tion”.

25. Examples: giving phone numbers

■ Say figures in groups of two, three or four:Caller: My number’s 0208 597 64 (oh two oheight, five nine seven, six four).

■ If you have figures that are the same, saythem separately, or use the word “double”:

Caller: My number is 033 57 88 (oh double three,five seven, double eight).

■ Give your country code or numbers the otherperson needs to dial to reach your country:

Caller: “The country code is 49 (four nine)...” Caller: “It’s 0049 (double oh four nine) forGermany...”

■ Break up the number with explanations:Caller: My number is 0049 (double oh four nine)for Germany, 89 (eight nine) for Munich, 856 8820 (eight five six, double eight, two oh), and myextension is 3772 (three double seven two).

26. Exercise: understanding phone numbers

Repeat the following phone numbers.Caller: 098 776 540➔ 098 776 540

Caller: That’s 0046 for Sweden, 8 for Stockholm,654 322.➔ 0046 8 654322

Caller: 07711 999 7134➔ 07711 999 7134

Caller: 0044 for the UK, 208 for London, 61 245778➔ 0044 208 6124 5778

T E L E P H O N E N U M B E R ST E L E P H O N E N U M B E R S

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sights Sehenswürdigkeitenthat’s fine by me das passt mir gut

27. Dialogue: are you active or passive?

Barbara: Hello, Mike. How are you?Mike (passive): Fine, thanks.Mike (active): Fine, thanks, Barbara. It’s good tohear from you. And how are you?Barbara: Fine, thanks. How was your holiday?Mike (passive): It was good, thanks.Mike (active): Oh, we had a great time in London.We went to some shows and saw all the sights.I think I need another holiday to recover!Barbara: I know what you mean. But we need todiscuss the arrangements for the conference assoon as possible.Mike (passive): Yes.Mike (active): Yes, I agree. When would be agood time to do that?Barbara: How about having our discussion firstthing Monday morning?Mike (passive): That’s fine.Mike (active): That’s fine by me. It will be good toget the process started.Barbara: Great. I think that was all for now. I’ll seeyou on Monday, then.

Mike (passive): Goodbye.Mike (active): I look forward to it. Early Mondaymorning it is. Bye.

28. Exercise: being active on the phone

Repond as Mike with active phrases in the dialogue“are you active or passive?”. Barbara: Hello, Mike. How are you?➔ Fine, thanks, Barbara. It’s good to hear from

you. And how are you?Barbara: Fine, thanks. How was your holiday?➔ Oh, we had a great time in London. We went

to some shows and saw all the sights. I thinkI need another holiday to recover!

Barbara: I know what you mean. But we need todiscuss the arrangements for the conference assoon as possible.➔ Yes, I agree. When would be a good time to

do that?

B E I N G A C T I V E O N T H EP H O N E

B E I N G A C T I V E O N T H EP H O N E

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Barbara: How about having our discussion firstthing Monday morning?➔ That’s fine by me. It will be good to get the

process started.Barbara: Great. I think that was all for now. I’ll seeyou on Monday, then.➔ I look forward to it. Early Monday morning it

is. Bye.

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IMPRESSUM

Redaktion: Dr. Ian McMaster, Kathrin Hauger, Carol Scheunemann,Vicki Sussens-Messerer, Elena Chardakliyska

Lektorat: Elisabeth Schneider-Eicke

Produktion und Ton: Karl Braun

Tonstudio: Artist Studio, München

Übersetzungen: Ina Sinning

Gestaltung: Bettina Gorn

Chefin vom Dienst: Maja Sirola, Susanne Pfeifer (Assistenz)

Anmoderation: Erica Gingerich (US)

Moderation: Ken Taylor (UK)

Sprecher: Martin Cooke (AUS), Eamonn Fitzgerald (UK),Gregor Kern (D), Laurie Norquist (US), Angela Sandweger (D),Marton Radkai (US), Inez Sharp (UK), Eric Sumner (UK)

Spotlight Verlag GmbH, Postfach 1565, D-82144 Planegg;Tel. (089) 8 56 81-0; Fax (089) 8 56 81-105

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12 CDs für nur 50,– €.Sie sparen 15%.

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Weitere Ausgaben der Handelsblatt Audio Edition, Wirtschaftsbücher und exklusive Sonderdrucke großer Serien findenSie im Handelsblatt-Shop unter:

www.handelsblatt-shop.comTelefon: 0800.000 20 56Telefax: 0800.000 20 57

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