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glês Técnico
ÍNDICE
INTRODUÇÃO………………………………………………………………………………………………………………………………….
ICONOGRAFIA………………………………………………………………………………………………………………………………….
3- COMMUNICATIONS ………………………………………………………………………………………………………………26
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INTRODUÇÃO
O presente manual do formando pretende servir de apoio às sessões de formação do
módulo 3492 – Atendimento – Inglês Técnico, do curso de Técnico de Informação e Ani-
mação Turística.
É dirigido aos formandos deste curso e a todas as pessoas que pretendam adquirir / con-
solidar competências na área específica do atendimento em Língua Inglesa, em contexto
de Viagens, turismo e Lazer.
O presente manual foi concebido para utilização específica por este grupo, dado não
existir muita bibliografia sobre o tema.
Para além dos exercícios presentes no manual, recomenda-se ainda recursos adicionais
no final deste manual, com vista ao enriquecimento das matérias abordadas.
ICONOGRAFIA
Listening. Actividade de audição.
Page 3
Unit 1
Professional English:
Secretarial
Page 4
The office
Office items
A. Write the number of each item next to the correct word or phrase
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Office furniture
A. Look at the drawings below and write the numbers 1- 24 next to the correct word or
phrase
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The Office Computer
An important part of a secretary’s work is to be able to use the computer efficiently as it is used
for a wide range of administrative purposes including official correspondence and keeping rec-
ords.
Computing-specific prefixes
A. Match the prefixes on the left-hand side of the page with the correct definition on the
right.
Computing Abbreviations
This is a very happy office so I'm sure you'll get (1) on /over with everyone here. I'll
ask Ann to show you (2) round/across the building later. First of all I'd like to go (3)
ahead/over a few points with you.
If you can't hear someone very well on the phone ask them to speak (4) up/back. If
you can't get (5) across/through to my office, connect the caller with Jan in room 202 or
take (6) down/on their number and I'll call them (7) away/back.
Your first job in the morning is to look (8) into/through the mail. You should sort (9)
from/out the private letters from the business ones.
This will be your desk. When you're filling (10) in/off the order forms make sure the
prices are correct. If you're not sure about product numbers, look them (11) over/up in
the catalogue. It can all be a bit confusing but I'm sure you'll soon pick it (12) up/out.
I'm going to a conference tomorrow, so could you look (13) out/after the slides which
I've listed here.
I hope everything is clear, and that you're looking (14) forward/ahead to working with us.
I'll let Ann introduce you to some of the others and then you can get (15) on/down to
work.
B. Now choose the phrase which is similar in meaning to the phrasal verbs above.
Qualities
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The Adjectives in Box A describe the good qualities of a secretary and of a secretarial job.
Decide which adjectives describe a person and which describe a job.
Person
Job
Qualities
The adjectives in box B describe bad qualities and are the opposite of word in box A. Match
them with their opposite.
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Unit 2
Commercial
Correspondence
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1 – Administrative Documentation
Layout 1 (sender´s address, dates, inside address, order of addresses, style and punctuation of
addresses ´for the attention of´, salutations, the body of the letter, complimentary closes, signa-
tures); layout 2 ( letterheads, references, per pro, company position, enclosures), layout 3
(´private and confidential`, subject, titles, copies); addressing envelopes.
1.1
Layout l 1.1.2
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1. Structure and presentation
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1.1.3
2 Title known
Inside (or receiver's) address
If you do not know the name of the
This is written below the sender's address and on the person you are writing to, you may
opposite side of the page. know or be able to assume his/her title
or position in the company, (e.g. The
1 Surname known Sales Manager, The Finance Director),
in which case you can use it in the
If you know the surname of the person you are writing
address.
to, you write this on the first line of the address, pre-
ceded by a courtesy title and either the person's ini- 3 Department known
tial(s) or his/her first given name, e.g. Mr J. E. Smith or
Mr John Smith, not Mr Smith Alternatively you can address your letter
Courtesy titles used in addresses are as follows: to a particular department of the company
(e.g. The Sales Department, The Accounts
Mr (with or without a full stop; pronounced /'misto/; Department).
the unabbreviated form mister should not be used) is
the usual courtesy title for a man. 4 Company only
Mrs (with or without a full stop; pronounced /'misiz/; no Finally, if you know nothing about the
unabbreviated form) is used for a married woman. Miss company and do not want to make any
(pronounced /mis/; not an abbreviation) is used for an assumptions about the person or depart-
unmarried woman. ment your letter should go to, you can
simply address it to the company itself (e.g.
Ms (with or without a full stop; pronounced /miz/ or Soundsonic Ltd., MessrsCollier & Clerke &
/maz/; no unabbreviated form) is used for both married Co.).
and unmarried women. Many women now prefer to be
addressed by this title, and it is a useful form of address
when you are not sure whether the woman you are
1.1.4
writing to is married or not.
Order of inside addresses
Special titles which should be included in addresses are
many. They include academic or medical titles: Doctor After the name of the person and/or company
(Dr.), Professor(Prof.); military titles: Captain (Capt.), receiving the letter, the order and style of
Major (Maj.), Colonel (Col.), General (Gen.); aristocratic addresses in the UK, as recommended and
title: Sir (which means that he is a Knight; not to be used in this book, is as follows:
confused with the salutation Dear Sir and always fol-
Name of house or building
lowed by a given name -Sir John Brown, not Sir J. Brown
Number of building and name of street,
or Sir Brown), Dame, Lord, Baroness, etc. road, avenue, etc.
Name of town or city and postcode Name of
country
Industrial House
34-41 Craig Road
Bolton BL4 8TF
UNITED KINGDOM
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1.1.5. 1. 1. 6
Both the addresses may be 'blocked' (i.e. An alternative to including the recipient's
each line is vertically aligned with the one name or position in the address is to use an
above) as in the letter at 1. 1, or 'indented', 'attention line' as in the letter at 1.1.
as below:
and as here:
Bredgade 51,
DK 1260, International Industries Ltd
Copenhagen K,
1-5 Greenfield Road
DENMARK
There are no rules stating that one style or Liverpool L22 OPL
the other must be used, though blocking, at
least in addresses, is more common. In any For the attention of the Production Man-
case you must be consistent, i.e. do not ager
block the sender's address and then indent
the inside address. Dear Sir,
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Page 16
A. Translate de following letters.
Letter 1 Enquiries
This kind of letter is often the first step in a commercial transaction. It is used to
ask for catalogues, price lists and samples, quotations and information on the
terms of sale.
General Requests
16 September 200-
Dear Sirs
Please give us quotations for the supply of the items listed on the enclosed enquiry form,
giving your prices c.i.f. London. Will you also indicate delivery time, your terms of pay-
ment, and details of discounts for large repeat orders.
Our annual requirements for the goods listed are considerable, so we may be able to
place substantial orders with you if your prices are competitive and your deliveries
prompt.
Yours faithfully
J. Jones
Encs
_________________________________________________________________________
_________________________________________________________________________
_________________________________________________________________________
_________________________________________________________________________
_________________________________________________________________________
_________________________________________________________________________
_________________________________________________________________________
_________________________________________________________________________
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Letter 2
Dears Sirs
We are in receipt of your letter of the 14th of this month and have pleasure in informing you that
your offer of acting as our sole agents for north England and Scotland has impressed us favorably.
The terms we usually grant our agents are the following: 9% commission on all orders obtained by
you and carried out by us, calculated on the net amount of the invoices sent directly to the cus-
tomers by us; account of sales to be rendered monthly on the last day on the month.
Please let us know at your earliest convenience whether you agree to the terms above, and if
affirmative we will send you two copies of the agency agreement, one of which is to be kept by
you and the other is to be returned to us duly signed.
Yours faithfully
Pedro Sampaio
________________________________________________________________________________
________________________________________________________________________________
________________________________________________________________________________
________________________________________________________________________________
________________________________________________________________________________
________________________________________________________________________________
________________________________________________________________________________
________________________________________________________________________________
________________________________________________________________________________
________________________________________________________________________________
________________________________________________________________________________
________________________________________________________________________________
________________________________________________________________________________
________________________________________________________________________________
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1.2 Commercial Correspondence – Email
A. Formal or informal?
First, read the information about writing emails then match the informal phrases (1-15) with the
neutral/formal phrases (a-o).
Three different writing styles are often identified, although in real life the differences are not so
clear:
Formal This is the style of an old-fashioned letter. Ideas are presented politely and care-
fully, and there is much use of fixed expressions and long words. The language is
impersonal. Grammar and punctuation are important. This style is not common in
emails, but you can find it if the subject matter is serious (for example a com-
plaint).
Neutral/ This is the most common style in professional/work emails. The writer and reader
Standard are both busy, so the language is simple, clear and direct. Sentences are short
and there is use of contractions (I've for I have etc.). The language is more person-
al. However, the style is not similar to speech - it is too direct.
Informal This is the most common style for emails between friends. Sometimes the email
can be very short or it could include personal news, funny comments etc. This is
the style that is closest to speech, so there are everyday words and conversational
expressions. The reader will also be more tolerant of bad grammar etc.
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B. Rewrite the emails below by substituting the phrases in italics with more informal
phrases.
Email 1
I am afraid I will not be able to attend the meeting on Friday. As I will miss the meeting, I was
wondering if you could send me a copy of the minutes? I will write to Anita as well, to inform her
that I will not be there. Once again, please accept my apologies for this, and I can assure you that I
will be at the next meeting.
________________________________________________________________________________
________________________________________________________________________________
________________________________________________________________________________
________________________________________________________________________________
Email 2
Thank you for your email of 25 January where you requested assistance on how to order on-line. It
is necessary for me to know your a/c number before I can deal with this. I would be grateful if you
could also provide details of which version of Windows you are using.
________________________________________________________________________________
________________________________________________________________________________
________________________________________________________________________________
_____________________________________________________________________________
Email 3
With reference to your order number J891 - we received it this morning, but you have not filled in
the sections on size and colour. Please let us know your exact requirements. These products are
selling very well at the moment, and we regret to advise you that the medium size is temporarily
out of stock. However, we are expecting more supplies in the near future. Would you like me to
email you when they arrive?
________________________________________________________________________________
________________________________________________________________________________
________________________________________________________________________________
________________________________________________________________________________
________________________________________________________________________________
________________________________________________________________________________
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C. Opening and closing
Beginnings… … Endings
a) Anyway, thanks again for inviting
1. I am writing with regard to your recent
email. We regret to inform you that me, and I'm really looking forward to
there it. Do you want me to bring any-
are no double rooms available for the
thing?
nights you require. ...C.
5. I am mailing this via the 'Contact Us' e) It really is great news, and I'm sure
link on your website. I'd like to know a few that it's only the beginning of our
more details about the anti-virus software
work in the French market.
that's listed on the site.
f) Please deal with this matter urgent-
6. I am writing with reference to our order
number GH67. The goods arrived this ly. I expect a reply from you by to-
morning, but you only sent 200 pieces in- morrow morning at the latest.
stead of the 300 that we ordered...
g) Thanks again for the gift, and give
7. Yes! Great! I'd love to come to the my regards to your family.
Party.
h) Anyway, sorry again that I can't
8. I've just heard from Antonio about the
come, but have a great time. I hope
Paris contract. It's fantastic news – you
worked really hard on this and you de- we can meet up soon. What about
serve the success... going to see that new Spielberg film?
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1.3 Filing in forms
A. Write the correct parts.
Page 22
C. Write to the Seashell Hotel asking for information about their facilities for three of your
Sales Representatives. Ask about the following:
Dear _______________,
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
Deal receive enclosing letter pleased about for am order with further
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1.6 Letters
A. Look at each extract carefully, then match it with one of the letter types from the list in the
box below. Underline the key words or phrases which helped you to decide. Each type of letter
can be matched with 5 extracts, and the sentences for each letter are in the same order as they
would appear in real letters. There are 5 extracts that do not match any of the letter types.
(A) Letter of introduction / application (B) Letter of apology (C) Invitation to interview
(D) Letter of reference (E) Letter of rejection (F) Letter of appointment (G) Writ-
ten warning (H) Letter of dismissal (I) Letter of resignation (J) Acknowledgement
of resignation (K) Letter of complaint
1. Following the disciplinary interview which you 2. Following your interview and our conversation
attended on 12 June, I am writing to confirm the yesterday, this letter is to confirm your post as
decision taken that you will be given a written Production Manager commencing 2 October.
reprimand under our Disciplinary Procedure.
3. Thank you for your application for the post of 4. On 7 May, following persistent neglect of duties
Production Manager at Graffix plc. on your part, you were given a written warning in
accordance with the Company´s Disciplinary Proce-
dure.
5. Thank you for your letter of 2 October detailing 6. I would like to apply for the post of Customer
your recent unpleasant incident in our Witney Relations Manager advertised in yesterday's Guard-
branch. ian.
7. I have known Jan Kelly since she started working 8. This will be placed in your personal record file,
with the company in 1999. but will be disregarded for disciplinary purposes
after a period of six months, provided your conduct
reaches a satisfactory level.
9. This letter and the attached terms and conditions 10. As I told you yesterday, I have decided to
form the basis of your contract of employment. hand in my notice, and this letter is to inform
you of my decision to leave the company.
11. Thank you for your letter of 19 October telling 12. In a letter of 18 June, you were advised that
us of your intention to leave the company. unless your conduct improved, you would be
dismissed from your post.
13. Thank you for attending our interview sessions 14. We are naturally most sorry that you should
last week. be leaving us, but I understand your reasons for
doing so.
15. I am writing to express my dissatisfaction 16. She came to work for this company as a
with the delay in your delivery of some products Trainee in the production department, and
we ordered last month. rapidly moved up the scale to become Deputy
Production Manager three years ago.
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17. We would like you to come for a preliminary 18. As you can see from the attached printout of
interview with our Production Director, James Mills. the order form, we placed this order via your web-
site 2 weeks ago, on 13 January.
19. We notice from our records that Invoice 20. I would like to reserve a single room (preferably
SB/1097 has not been paid, and we would be grate- on an upper floor) from 23 – 31 May inclusive.
ful if you could settle it within 7 days.
21. We have spoken to the member of staff in ques- 22. I am currently working as a customer care assis-
tion, and he has assured us that he was acting in tant for Pants2U, one of the country's biggest Inter-
accordance with company policy. net suppliers of men's clothing, where I deal primar-
ily with on-line customer queries.
23. I am delighted that you will be coming to work 24. The notice period indicated in my contract of
for us. employment is six weeks, but you agreed during our
conversation that in my case this could be reduced
to four.
25. The nature of the unsatisfactory conduct was 26. We expect to see an improvement in your punc-
your continual lateness, persistent absenteeism, tuality and attendance, and a more professional
and neglect of duties on the shop floor. approach to your work by 30 June.
27. At the disciplinary hearing held on 16 October, it 28. Your terms and conditions clearly state that
was decided that your performance was still unsat- orders are processed, packed and sent on the same
isfactory, and you had shown no inclination to im- day, but so far we have received nothing.
prove.
29. I am sure you will find a very pleasant working 30. The company you are joining has an excellent
environment here, and we look forward to welcom- reputation, and I am sure you will be as happy there
ing you as a member of our team on 2 October. as you have been with us.
31. We would be grateful if you could send us a 32. As I explained to you, I have been very happy
copy of your current catalogue and price list. working here, and shall be leaving with many re-
grets.
33. Unfortunately, on this occasion, I regret to tell 34. These will be held at our Banbury office on 29
you that your application has been unsuccessful. and 30 August, and should last about 30 minutes.
35. However, we take customer complaints very 36. I have however been offered a post at substan-
seriously, and I can assure you that we will look into tially higher salary with another company.
this matter further.
37. She is a very able manager, and is particularly 38. You are clearly very well-motivated and have
keen on keeping up to date with new technology. some excellent ideas, but the panel felt that overall
you lacked sufficient experience.
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Unit 3
Communications
Page 26
1. Phone Calls
A. Listen to two telephone conversations and fill in the table
1 Singapore
2 515 5624
You have heard, and will hear again, phrases like these. Read them and make sure you under-
stand them. Use a dictionary to help you if necessary.
Announcing identity
Person calling Person called
Hello, this is Sue, Sue James. Hello, 7214 44 22.
Simpson here. Simpson here.
My name is Jack Simpson.
I'm Jack Simpson. Good morning.
Asking if someone is in
Person calling
Can I speak to Mr Bild, please?
Hello, is Margaret there by any
chance?
Could you put me through to Mrs
Dylan, please?
I'd like to speak to your husband if I may.
Page 27
B. Complete the sentences with words or phrases from the box. Use each word or
phrase only once.
3 Who's speaking?
a I am Fred Bentley.
Page 28
D. Complete these two conversations with sentences from the list below. Use each
sentence only once.
A: 1 _______________________________________________________________
B: Good morning. Could I speak to Jane Lewis, please?
A: 2 _______________________________________________________________
B: Lesley Winwood.
A: 3 _______________________________________________________________
B: She said she´d be in all morning.
A: 4 _______________________________________________________________
C: Jane Lewis.
A: 5 _______________________________________________________________
C: Ah yes, it´s about …
D: Carl Anderson.
E: 6 ________________________________________________________________
D: Lindberg, did you say?
E: 7 ________________________________________________________________
D: There´s no one here by that name.
E: 8 ________________________________________________________________
D: Yes, this is 08 46 46 24
E: 9 ________________________________________________________________
D: That´s all right.
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2. Present Simple
A. Put the verbs in parentheses into the present simple.
B. Use the time expression to answer the question. Compare the answers with the
listening.
Twice a year_______________________________________________________
2. How often does your boss send price lists to his customers?
C. Debate
What do you find most attractive about your job / future job?
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3. Telecommunications
A. Fill in the missing words in the sentences below. Choose from the box.
2. To make a call to another town or country you will need to know the area, country
and international _______________. Make sure you don´t miss out a
_______________ in the number!
3. To make a call from your desktop phone you should pick up the ______________
and _______________ the number you want; or perhaps you have a phone with a
_________________ facility.
4. If the person you have called is already speaking to someone else you will hear a
sound which tells you the line is ________________.
6. When the phone rings at the other end you will hear a ringing ________________.
7. Nowadays, you can call most countries _____________ but if that´s not possible
you have to ask the _________________ to ______________ you.
9. If you reach a switch board you will have to ask for the ___________________ you
require.
10. You can see the last number you called on the _________________. To call the
number again simply press ________________.
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4. Inter office memos
Polite expressions
A memorandum (memo) is a written form of communication between people who work together.
It can be inter-departmental, inter-office or inter-company. Memos are either sent on paper or by
Intranet. In multinational organizations, memos written from on subsidiary to another are sent by
e-mail
I'd like to... I'd appreciate it if... Could you / Can you... ?
1 ________________ inform Miss Dawson about the market research I’m enclosing?
Page 32
3. Could you ______________________Henry Mortley to attend the press conference this
afternoon?
4. Mary, could I ______________________ the photocopier in your office? Mr. Gordon
needs a copy of this contract immediately.
5. Did you ___________________ to receive the Arab visitors next month?
6. Please ___________________ Mr. Hogan that the goods he ordered will be delivered next
week.
7. I´d like to ____________________ someone from your Department to analyze why sales
have suddenly decreased.
8. Would it be possible to ___________________ Mr. Peterson´s luggage from the airport
and take it to his hotel?
5. Frequency adverbs
A. Complete the sentences with frequency adverbs. Use information about yourself where ap-
propriate.
B. Write eight sentences with phrases from the box. Use frequency adverbs.
File letters and documents type letters fill in forms repair the air conditioning system
distribute correspondence summon meetings look up phone numbers and addresses
attend meetings travel abroad answer the phone
1. A Director _________________________________________________________________
2. A secretary ________________________________________________________________
4. An applicant _______________________________________________________________
5. Technicians _______________________________________________________________
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6. Arranging appointments
Complete the following phone dialogues by choosing the missing lines from the box. Use each
line once only.
a) Yes, that´s fine. I´ll make a note of that. d) One moment please and I´ll check her
diary. Would Monday afternoon be
b) Just a moment and I´ll check. Yes, Rich- suitable?
ard´s free on Tuesday morning but only
until 11:30 a.m e) Hello again.
c) Thanks for your help and I´m sorry for f) Good morning. This is Sue Chalmers,
the confusion. Richard Bart´s PA.
Sue: I´s like to make an appointment for R chard to see Helen Grey at the beginning of next week.
Sue: Yes, fine. Can we say two o´clock in the afternoon at Richard´s office?
Alan: Bye.
Alan: I´m afraid Helen won´t be able to make the appointment which we arranged earlier. I didn´t
know that she´s already organized something for Monday afternoon. Can we find an alternative
time?
Alan: Bye
Page 34
Unit 4
Bussiness and
Administration
Page 35
1. Abbreviations
Test your knowledge of business abbreviations and acronyms. Look at these abbrevia-
tions, then complete the crossword grid on the next page with the words that are miss-
ing from their complete forms.
Page 36
Page 37
2. Contracts
A. The text below gives a definition and brief explanation of what a contract is. Complete it
with words or expressions from the box.
A contract can be defined as an __________ between two or more parties to create legal
__________between them'. Some contracts are made '__________': in other words, they are
__________ and sealed(stamped) by the parties involved. Most contracts are made __________
or in __________. The essential elements of a contract are: (a) that an __________ made by one
party should be __________ by the other; (b) __________ (the price in money, goods or some
other __________, paid by one party in exchange for another party agreeing to do something); (c)
the __________ to create legal relations. The__________ of a contract may be __________
(clearly stated) or __________ (not clearly __________ in the contract, but generally understood).
A __________ of contract by one party of their __________entitles the other party to
__________ for __________ or, in some cases, to seek specific performance. In such circumstanc-
es, the contract may be __________ (in other words, it becomes invalid).
2. Jules Frost is in New York _______the moment and I'm unable to make any arrangements
__________ he returns
3. She's due back in the office ________a few minutes if the meeting ends __________time.
4. He's away ________ two weeks, but Ruth Brunnel is dealing _______with the matter.
Page 38
5. I'm afraid the office will be closed _________Christmas __________four days but
________this time you can ring our emergency number.
8. I'm sorry Barry can't make it ___________the morning but the afternoon would be possi-
ble.
11. You´ll receive the papers ____________ the next few days and then we can arrange a
meeting ____________ a week´s time.
th th
12. Regine Schmidt won´t be available ______________4 and 10 September.
Page 39
4. Company activity
A. Choose the best word to complete each of the following sentences.
a) Created c) founded
b) Grounded d) formulated
2. The company has been very successful over the last few years and has _______________
by 36%.
a) Expanded c) grown up
b) Risen d) developed
a) Rooted c) settled
b) Set d) based
4. Because company activities have changed they will have to ___________________ the
company.
a) Rebuild c) restructure
b) Remake d) remould
5. It has become more difficult to sell our services because we have to _________________
with larger international companies.
a) Argue c) control
b) Compete d) stand
6. Because it is increasingly expensive to employ people in Europe, the company has decided
to ______________________ to south east Asia.
a) Relocate c) transfer
b) Export d) shift
a) Offer c) palette
b) Catalogue d) range
Page 40
8. The company began by making bicycles and then ______________________ into the
manufacture of high-quality metal parts.
a) Diversified c) changed
b) Grew d) turned
9. Research has shown that people would use our services in the Newtown so we’re going to
open a new __________________ there.
a) Department c) arm
b) Branch d) deposit
10. The company has decided to __________________ the football team because of the pub-
licity it will bring.
a) Pay c)sponsor
b) Contribute d) grant
Page 41
5. Contract of employment and job description
A. In this contract of employment, there are a lot of vocabulary mistakes. Either a
word is spelt incorrectly, the form of the word is wrong, or a wrong word has been used.
Identify and correct these words. Some of the mistakes occur more than once in the con-
tract.
Page 42
B. Read this informal discussion, in which the person who signed the contract in Exercise A is
telling their friend about their new job. Complete the gaps with an appropriate word or
expression from the box. Some of these words appeared in Exercise A.
key responsibilities leave (noun) negotiate nine to five per annum produce
Sarah: Oh, not too bad. I'm still trying to find my feet, though.
Sarah: Well, my official job ___________ is Regional Production Manager, which means
that my main ___________ is to ___________ the work of the production de-
partment.
Sarah: Most of my work is done at the ___________ in central London, but I also have to
spend time at our various ___________ and ___________ in the area. There are
several of these in the South and South-East.
Sarah: The Central Production Manager. Tom Atkinson, his name is. I've only met him a
couple of times, but he seems nice enough. We meet once a month to
___________ each other on major issues. We ___________ the current state of
production, and I ___________ any changes that I think need to be made
Sarah: Pretty typical for this kind of job. I'm on a ___________ contract, which means I
work from Monday to Friday, ___________. And occasionally I have to go in at the
weekend, too. I get 21 days___________ a year, plus bank holidays.
James: Not bad. And your ___________? If you don't mind me asking?
Sarah: No, not at all. I get £35,000 ___________, plus expenses, ___________ for reach-
ing targets, overtime pay and so on.
James: That's pretty good for a job that just involves checking things are running smooth-
ly.
Page 43
Sarah: Well, there's more to my job than just that. I do have several other ___________.
Sarah: First of all I have to ___________ product specifications with sales departments
and time schedules with the stock control department. Then I need to
___________ that the product is manufactured according to agreed specifications,
and I also have to ___________ the quality of the finished product.
Sarah: No. I also need to ___________ with our suppliers on prices for our base materi-
als,___________ those suppliers on a regular basis to check the quality of the
base materials…
Sarah: Oh yes, the company provides me with one. I also have to ___________ problems
as they arise on a day-to-day basis, and ___________ regular sales reports for the
Directors.
Sarah: Well, on top of everything else, I'm ___________ for managing 10 machinists, 3
trainees, 2 cleaners and 2 security guards.
James: That sounds like a lot of work for one person. Can you ___________ any of it?
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Unit 5
People at work
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People at work
1. Jobs and Positions
A. Look at the list of different jobs in the box, and match each one with the person
who is speaking in 1 – 15.
1. Hello. Welcome to Wy-T Computers. Have you got an appointment? Good. Take a seat and I'll
call up to her office. Would you like a coffee while you wait?
2. Good morning. My name is Angela Ranscombe, and I am responsible for my company's produc
tive use of its workforce.
4. Hi. My name's Sue Smith. I do a lot of small jobs in and around the office. If you want some
filing done, some mail posted, or if you just want a cup of tea, I'm the one to ask!
3. Hello. I'm Hilary Hannah. I type letters, file documents, arrange meetings and so on, for the
various people in my office.
5. Hello. My name's Adam Dent. I help customers who are having problems with our products. I
spend most of my day on the phone.
6. I'm Anne Langsdale, and I've been appointed by the shareholders to help run the company.
7. Hello there. Don Brown. Nice to meet you. I make sure that the company is being run efficiently
and effectively.
8. My name's Liz Hamley, and I suppose I'm the big cheese around here. Basically I'm the most
important director in charge of the company.
9. I'm Judy Briers. I work directly for Liz Hamley, and for her alone. I perform various secretarial
and administrative duties for her.
10. I'm Laurence Woodham. I'm a senior employee here, with director status and administrative
and legal authority. This is a legal requirement for all limited companies in the UK.
11. Good morning. I'm Peter Feltham, and I preside over the company's board meetings.
13. Hi there. My name's Mark Searle, and I supervise the production process.
14. And I'm Bob Wheatley. I help Mark Searle.
12. And I'm Helen Brown. I attend board meetings, but only to listen and give advice. I cannot usu
ally make decisions on behalf of the company.
15. My name's Ryan Briggs. I'm responsible for developing our employees' potential through
courses and other staff development programmes
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B. Look at the organigram. Define the activities of each department
BOARD OF DIRECTORS
MANAGING DIRECTOR
C. Look at the organigram again and ask and answer about the correct department.
Example:
D. Read the dialogues and write the name of the person to speak to in each case
R=Receptionist C=Client V=Visitor
1.
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2.
1. What do you do? I´m Mr. Thomton´s secretary. I work in the Finance Department.
2. What does Miss Hill do? She´s a receptionist. She greets visitors and answers the phone.
3. What do they do? They´re sales representatives. They have to travel a lot.
5. What does Mr. Lee do? He´s an account. He deals with accounts and taxes.
7. What position does Elaine She´s a lawyer. She represents the company in court.
hold in the company?
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2. Indefinite Articles
Example:
Your boss / an auditor
What does your boss do?
He´s an auditor.
Company hierarchy
Think about the organizational structure of any com-
pany and there is always a hierarchy of some description.
The Managing Director is above the Divisional Managers;
these are above the Departmental Managers, who are above
the workers.
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Find out about business culture in another country and share your information with the class.
How does your information compare with business culture in your own country?
In your opinion, should higher status positions keep their distance from lower status posi-
tions?
In your country, is language modified according to the person you are talking to?
3. Company departments
Which department is being described? Choose from the box.
1. The production department is responsible for manufacturing the products which are then
sold.
2. The ________________ department decides on where to sell the products, how to advertise
them and the price.
7. All the invoices from both purchases and sales are processed in the
__________________department.
8. The end of year results are analyzed, the budget set and short – and long-term loans arranged
in the __________________ department.
10. The ______________________ department improves, adapts and changes the products for
the future.
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BIBLIOGRAFIA E FONTES
• Pohl, Alison, Professional English Secretarial, England, Penguin English Guide
• Toseli, Marisela (2006), English for secretaries and administrative personnel, Spain,
McGraw Hill
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