Unit 1 Face to Face

Part One: Homework and Keys

• • • • • • • • • • • • • • • • • • • • • •

Homework1: 1.2. A

1.2. B European countries belonging to EU/ European countries not belonging to EU 1.2. C

*********************************************************************** Keys: 1.2. A

an Australian a Canadian

a Dutchman, a Dutchwoman, a Dutch person an Indian a Norwegian a Swede [swi:d] a Brazilian

a Frenchman, a Frenchwoman, a French person a Hungarian a New Zealander a Saudi Arabian an American 1.2. B

EU countries:

France, Italy, Luxemburg, the Netherlands, Germany, Spain, Portugal, Belgium, Greece, Ireland, Denmark, UK, the Czech Republic, Hungary , Slovenia, Poland， Bulgaria

• Non-EU countries:

• Albania, the Faroe Islands(法罗群岛),Greenland, the Canary Islands(加那利群岛),

the British Channel Islands and the Aland Islands • • • •

1.2.C

1. How do Indians build friendship with strangers? Enjoy good conversation on a variety of topics.

Even in business meetings, it is common and normal to start discussions with 'small talk' on other unrelated issues.

• Seen as a way of building rapport (友好关系) and trust.

• Open, friendly

• Start up a conversation with you on a flight or a train journey

• Ask questions which can be seen as too personal and intrusive. Discussing one's family

and personal life is normal among Indians. • Complimenting and showing appreciation are quite normal among Indians.

• Seldom express their disagreement in a direct manner; Open disagreement is likely to be

interpreted as being hostile and aggressive [though expression of disagreement by

someone who is superior or elder is acceptable].

• Normally, disagreements are openly expressed only with those with whom one has built a

trusting relationship. • 2. The original article was titled Good Manners, Good business/ When in Rome… or I

didn’t mean to be rude! Might be equally suitable/ Problems that business people face is too general/ Doing business in Europe is dull/ Travelling abroad is not relevant • 3. True: 1478/ False: 23569 • 4. Oral Practice • • • •

Homework2: More Listening 1. listening: Ex. 1.3 A, p.11 2. listening: Ex. 1.5 A, p.13

Keys: Get answers from script of Listening

Part Two: Notes…

I: How to greet a visitor?

Good morning! Sir Can I help you?

Offer seat or drink/ tone of voice: rising and enthusiastic/ facial expression: smile and eye contact

II: How to do introduction?

Example: How to give an introduction to a newcomer? First meeting in the office

• You: Helena, Did you get here alright? • Helena: -Yes Yes. It's been great!

• You: Good. I'll give you a quick whizz round and then we'll settle you in. So here is„ You

need 9 for an outside line „. I’ll show you how the fax machine works a bit later on. Introducing other people

You: -Okay, let me introduce you to Gary -- this is Helena who'll be working with me. Gary: - Hi Helena, how're you doing? Helena: Good!

You: This is her first day so I'm giving her a little tour around and showing her where things are etc. So if you need anything just ask Gary , as well.

Introducing Nick

There's Nick, one of the directors who spends most of his time sitting in there. He tends coming in and out of meetings quite a lot. So you'll be dealing a lot with him as well. Conclusion

• You: I think that's about it really I think I've wrapped everything up for you. Have you got

any questions that you want to ask me? Any worries or anything? • Helena: Um no, I don't think so at the moment. I'll take in (start) and see how I get on. • You: OK. If you've got any worries or queries or questions don't hesitate to ask, OK? First encounter • You may want to show the newcomer / your new customer: • • • •

• where the photocopier, the fax machine, telephones are and explain the procedure of

using them.

And if you are the visitor/newcomer

• You may personally identify people that tend to be very helpful to any new starters

III: How to develop Relationship?

Developing Relationships

• Form an impression from the way you speak and behave, not just from the way you do

your work. • Your body language, gestures and expression may tell people more about you than the

words you use. • Welcome Topics of Conversation:

• your home country or city, your work experience (perhaps adding some humorous

anecdotes), hobbies • • • • • •

Topics to Avoid: politics, money

small talk: talking about things that are not connected with business Questions for discussion:

What aspects of small talk do you find difficult? What aspects do you find relatively easy?

Does anyone have any useful “tricks”to break the ice and establish a friendly relationship?

• Some rules:

• The more you converse with your business partner/host the more physical he or she may

become. Therefore, just enjoy it if typical business standoffishness eventually transforms into a friendly conversation with backslapping. • Refrain from gossiping about other workmates and guests.

• If you feel out of your depth, just ask for support and you will receive it. In doing so, you

will be considered as an open, direct person. • If you are in a group, avoid conducting private conversations. It is better if you try to

involve others in the discussion.

• A good conversation goes both ways—talking and listening.

• Listen first: Whether marketing or selling, listening is the one attribute that can

powerfully connect you with your customers. • The number-one rule: customers aren’t always consistent in what they say and what they

do. Because actions can often speak louder than words, it’s important to “listen” to both. The difference in customer attitudes and their behaviors may provide valuable insights you can use to your marketing advantage. • People love to talk about themselves and their companies, whether they like the company

or not. If they love the company and their job they are only too glad to boast. On the other hand, people who hate their company are thrilled to open up to a complete stranger they don’t think they will ever see again. Either way, just listen. You will learn a lot.

IV: Typical Procedure of a Meeting between a Visitor and a Host (Oral Practice in 1.5 C)

1. Greeting---Small Talk---Business Phase---More Small Talk---Goodbye

More expressions you can use • • • • • • • •

Hi, there, hello again!

I’ve been looking forward to seeing you. Have you just arrived?

Did you get here alright? –Yes, it's been great! Oh, would you like some coffee? -Mm, that sounds a good idea, thanks. I’m afraid I must be going. I haven’t really got time.

V: Important Words of Unit One

• manners, body language

• sincere, welcoming, efficient, alert, confident, calm, skillful, helpful, polite, nice

• unwelcoming, aggressive, distinct, sleepy, unclear, dishonest, clumsy, prejudiced,

inefficient, nasty, off-hand, rude, offensive • head of department, coordinator, sales office, superior, senior, counterparts, accountant,

co-workers, business associates • small talk, day-to-day, tackle a job, deadlines, business development, hands-on, prospects,

business card

Script of Listening: Unit 1

PAGE 7 1.1 B

1. Woman: Good evening, Mrs Green, how nice to see you again. Man: Good evening, it’s nice to be back. How are you? 2. Man: Good morning, madam, can I help you?

Woman: Yes, I’ve got an appointment with Mr Henry Robinson. 3. Woman: Good afternoon, sir.

Man: Good afternoon. I’d like to see Mr Ferguson, please. 4. Man: Hello, madam, can I help at all?

Woman: Yes, I’d like to know what time…

5. 1st man: (brusque) Er…good morning, sir. Do you have an appointment? 2nd man: Yes, I’ve arranged to see Ms Shapiro. I think I may be a bit early… 6. 1st man: Good morning, sir. Do you have an appointment?

2nd man: Yes, er…I’ve arranged to see Ms Shapiro. I think I may be a bit early… 7. Woman: Good morning, Mr Rossi. How are you today? Man: Just fine, thanks. Is Mr Grady in yet? Woman: I’ll just find out for you…

8. Man: Er…hello, Miss Macdonald, I’m afraid…er…Mrs Sanderson isn’t back from lunch yet. Woman: Oh, that’s OK, I’ll sit and wait if that’s all right. Man: Oh, certainly, would you like some coffee? Woman: Mm, that sounds a good idea, thanks 9. Woman: (off-hand) Yes?

Man: Good morning, my name’s Martin. I’m here to see Mr Suzuki. Woman: Who? Man: Mr Suzuki.

Woman: Oh, he’s busy I think.

Man: Could you let him know I’m here, please? Woman: OK.

10. Woman: Good morning, sir.

Man: Good morning, my name’s Martin, I’m here to see Mr Suzuki.

Woman: If you’ll just take a seat, Mr Martin, I’ll let him know you’re here. Man: Fine, thanks.

Woman: Mr Suzuki, Mr Martin’s in reception for you…He’s on his way down. PAGE 8 1.1 D

1． White: Oh, good afternoon.

Grey: Good afternoon.

White: Er…I’d just like to introduce myself. Er…the name’s Alex White and I’m the new export sales co-ordinator.

Grey: Oh, yes. I’ve heard of you. How do you do? I’m…er…Chris Grey. Pleased to meet you. Er…have you just arrived?

White: Er... no, no. I got here...er...it was yesterday morning, but it,... it’s the first time I’ve

been up to this floor. So, Chris, what do you?

Grey: Well, I’m not very important really. I’m...er...Jenny Santini’s assistant. She’s head of personnel - have you met her?

White: Oh, yeah. I was introduced to her yesterday. Actually, I’m looking for Jim Price’s office. Am I on the right floor for that?

Grey: Er, well, no actually, Mr Price is on the fifth floor. Er… if you take the lift over in the corner you...

2. Harris: Ms Smith…er…I’d like you to meet Mrs Jones. Mrs Jones is from our sales office in Toronto. Jones: Hi!

Smith: How do you do, Mrs Jones? I’ve been looking forward to meeting you. Jones: Oh, please call me Liz. Smith: And I’m Claire. Jones: Hi.

Smith: Well, Liz, did you have a good journey?

Jones: Yeah, not too bad. God, there was all this fog at Heathrow, though. Smith: Oh, no, what happened?

Jones, Oh, it was... my flight was diverted to Bournemouth, ye…and then we had to go by bus from there to London. So ... I didn’t get to my hotel till lunchtime, it was crazy...

3. Green: Mr Evans, um…have you met Miss Lucas? She’s from Argentina. Evans: Yes, I think we’ve met before. It’s good to see you again! Lucas: That’s right, hello again. How are you?

Evans: Fine, thanks. Er... must be, what, a couple of years since we last met? Lucas: Oh, even longer — four years ago I think. In Miami, wasn’t it?

Evans: Yes! Yes, that was an interesting conference! Ha, W… would you both like some coffee? Lucas: Oh, yes, please. Black for me.

Green: Oh, thanks a lot, Mr Evans. Er... white with sugar for me. Evans: Right.

Green: Er,...Miss Lucas, er... whereabouts do you come from in Argentina? Lucas: Er…well…mm...I live in Buenos Aires, but I was raised in Mendoza. Green: Oh, was it... that’s in the north...

PAGE 11 1.3 A

Ian: My name is Ian McShane and I’m the group accountant for Small World-wide. I’m responsible for the day-to-day accounting for the group, covering financial management, management accounting, cash books, purchase ledger, sales ledger, credit control and so on.

Virtually every day you’ve got a different kind of...er...job to tackle, it’s always without exception urgent. I’m always up against deadlines and therefore I’m never bored. I find the whole of finance fascinating anyway and the whole exercise is very, very interesting. It’s not very pleasant being difficult, or having to be difficult with people to get money out of them. I don’t particularly like doing that.

Lesley: My name is Lesley Trigg. At Small World I work as an administrator for the international business development group. My responsibilities are responding to correspondence, making sure that meetings are scheduled for the right rooms at the right places. Um...also I deal with organizing people’s travel in the company to various different countries throughout the world. The most important thing that I enjoy is actually the people that are here in Small World. The people are very friendly and I enjoy the work. I wish at times I was a little bit more busier. Um...I have to wait for people to generate work for me and, as working within the international business development group most of the people actually work in…within other countries, because they’re going out into other countries to find partners that will assist Small World. And when they’re out of the country they’re not generating the work for me back in the office, they generate the work when they’re back in the office for me to deal with.

Patrick: My name is Patrick Verdon. I deal with the systems administration for Small World. I think the best description of systems administration is that it’s a trouble-shooting kind of job, there are all kinds of responsibilities, such as back-up of data, installation of new machines, installation of the operating system and the installation of the product that...er...Small World actually produces. It’s quite a challenge, because there’s such a variety of problems: sometimes it’ll be a loose cable on a ... on a machine that’s a problem, another time it’ll take hours to solve. I think the nice part of systems administration is the challenge. Um... sometimes it’s very quiet, but on the other hand you can have a day when it’s completely hectic and all kinds of different problems come up. So y…you’re always being confronted with…with different problems, which is nice. The things I don't enjoy are the routine back-ups of all the data, these take a bit of time. The other thing that I don’t quite like is the...the out of hours concept of system...systems administration, because the best time to actually fix problems is when people aren’t working, which means that ideally we should do that after six when everybody’s gone home, so, yes, we can be here until the early hours of the morning at the extreme.

Paul: I’m Paul Lockwood, and I’m one of the training officers at Small World and my job is to…um... run and provide training courses for our customers and agents. The thing I enjoy most about my work is…um...being able to have direct contact with customers and...er…direct knowledge of the sort of problems they encounter and how to resolve them. The things I don’t enjoy so much is that I feel that I ...I ... um...tend to be spending a lot of time either teaching or preparing training material, and I don’t get enough chance to do hands-on programming that I would like to do. I do have to have the skills of programming but what I don’t get the opportunity to do at the moment is to actually use them to develop real applications for customers, I’m just showing other people how to do it. Generally speaking, I ... I enjoy my job. I ... I enjoy the company that I work for. Um... it’s a very good environment, a very stimulating environment.

PAGE 13 1.5 A 1. Bob: Er, ...Tony?

Tony: Mmm.

Bob: Er, I’d like to see you for a minute, would you come into the office? Tony: Oh, yeah, right.

Bob: Good. Now, how did you get on in Copenhagen?

Tony: Ah, yeah...er...well, Carlsson had the flu, so I couldn’t see him. Bob: Couldn’t see him?

Tony: No, so I had to see his assistant. And, you know, we...er...we got along quite well, but...um...th..er...there are problems w..er... Crystals got in before us. Bob: Oh Lord!

Tony: Yeah, they were in last week. So...er...they...you know, they...they spent days there and...er...it was all wrapped up really by the time I got there.

Bob: Is it…is it a question of…of…of supply? Are we... are we not producing enough for them? Tony: Well, no, they didn’t really look at the figures, quite frankly, and I showed them the figures and they... they weren’t interested.

Bob: Yeah, well you see the trouble is that we’ve got a... we’ve got an on-going problem…

2. Allen: Now, Barry…er…and Susanna, have you got your worksheet in front of you – fact sheet there?

Barry & Susanna: Yes.

Allen: Now you can see here that Miss Henry is James Ferguson’s personal assistant. That’s pretty important to know. Ted Douglas is the chief export clerk. Susanna: Ah, right.

Allen: Er…Barry, you’re going to be working with Susanna very closely here... Barry: Good.

Allen: And...er... I think it’s very important, Barry, that you...er…get together with Susanna over there and try to work out the…the letter filing system here. Barry: Uhuh Susanna: Mmm.

Allen: Now, as you can see, we’ve...er…as you can see on your fact sheet here we’ve got it marked Urgent and Non-urgent. Barry: Yeah.

Allen: Er... anything essential I’ll take care of, OK? Haha. Barry & Susanna: Haha.

3. Green: OK, Martin, er... let’s go through it again. You go to the airport. Martin: Right.

Green: OK. Terminal 2. Martin: Terminal 2.

Green: Pick up Glenn Donaldsonn. Martin: Glenn Donaldsonn.

Green: Now I want you to write this down. Martin: Yeah, I’ve got it down.

Green: OK, he’s arriving from Miami on the flight number LX432. Martin: LX432.

Green: Have you got that? Martin: Yeah, I’ve got it.

Green: Right, off you go. Get back here as soon as you can. Martin: Yes, sir, Mr Green. Green: Thank you.

4. Mandy: Geoff, um…could you just come over here a minute and have a look at this sketch? Geoff: Yes, sure.

Mandy: What do you think?

Geoff: Aha, yes, well you’ve put a lot of work into it, that’s…that’s very good. I’m not too happy about this border round here...um… Mandy: No?

Geoff: Maybe you could try another go at that. Mandy: I will, I’ll try again. OK.

5. Tony: Mrs Lang, could I have a word, please? Mrs Lang: Oh, yes, Tony, of course.

Tony: I wondered if I might have next Friday off. My sister’s arriving from Switzerland...er… I’d like to meet her at the airport.

Mrs Lang: Oh, Friday’s rather difficult. What time does she arrive? Tony: Well, the plane gets in at four pm.

Mrs Lang: Oh, I know, Tony! Why don’t you go off just after lunch, then you’ll manage to get to the airport on time to meet her at four. Tony: Oh, thank you very much, Mrs Lang.

PAGE 14 1.5 C

Host: Mary, hello again. Do come in and sit down! How are you getting on? Visitor: Hello. I’m fine, thanks. How are you?

Host: Oh, very well thanks. Did you…er…did you have a good journey?... (more small talk)

Visitor: …Well, I know I’m lucky to be here this soon.

Host: Yes, haha. Right, let’s get down to business, shall we? Visitor: Yes, all right.

Host: OK, first of all if we could just look at erm.. (main business phase of the meeting)

Visitor: …Yes, right. Well, I think that’s agreed then. Host: Yeah. Yep, sure.

Visitor: Oh, and now I really must be going, I’ve…er…

Host: Sure you won’t have…er…some coffee or something before you go? Visitor: Oh, no, no, thanks. I haven’t really got time. Sorry. Host: OK, well, see you again soon, I hope!

Visitor: Yes, yes, I…I’m glad we were able to meet.

Host: Oh, so am I. Um…I’ll come downstairs with you…