What conditions are important for people starting new businesses choose the four most important from this list can you think of any others

DANANG UNIVERSITY OF ECONOMICSBUSINESS ENGLISH TIEU LUAN MOI download : skknchat@gmail.com... 4 TIEU LUAN MOI download : skknchat@gmail.com... 6 TIEU LUAN MOI download : skknchat@gmail.c

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DANANG UNIVERSITY OF ECONOMICS

BUSINESS ENGLISH

TIEU LUAN MOI download : skknchat@gmail.com

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UNIT ONE: NEW BUSINESS

I Starting up:

A What conditions are important for people starting new businesses? Choose

the four most important from this list Can you think of any others?

B Many economies contain a mix of public- and private-sector

businesses Think of companies you know in the areas below Which are

public-sector companies and which are private-public-sector companies?

II Vocabulary: Economic terms

A Match the economic terms (1-10) ot their definitions (a –j)

1 interest rate (C) a) total value of goods and services produced in a country

2 exchange rate (D) b) general increase in prices

3 inflation rate (B) c) cost of borrowing money

4 labour force (F) d) price at which one currency can buy another

5 tax incentives (G) e) percentage of people without jobs

6 government bureaucracy (I) f) people working

7 GDP ( gross domestic product) (A) g) low taxes to encourage business activity

8 unemployment rate (E) h) money from overseas

9 foreign investment (H) i) official rules / regulations / paperwork

10 balance of trade (J) j) difference in value between a country‟s imports and exports

B Try to complete this economic profile without looking back at the terms in Exercise A.

The economy is stable following the problems of the past two years By following a

tight monetary policy the gorvernment has reduced the interest rate to 2% After going up

dramatically, the inflation rate is now down to 8% The last six month has seen a slightimprovement in theexchange rate against the dollar The GDP has grown to 0.15%.

Exports are increasing and the balance of trade is starting to look much healthier.

Theunployment rate continues to be a problem as it is still 16% In order to

stimulate the economy and attracts foreign_investment the government is offering new

Tax incentives as well as making a renewed effort to reduce _ government bureaucracy

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Finally, a large skilled labour force means there could be attractive investment

opportunities over the next five years

C Listen to the report and check your answers to Exercise B.

D Write sentences about the economic profile of your country.

III Listening: Starting new businesses

A Work in group Make a list of things that are important to do before you start a new

business.

B Alan Martin, a young entrepreneur, descibes five important steps for setting up a business Listen and complete the chart below Did you have the same ideas as Alan

Step 1: Develope a new product idea

Step 2: Conduct market research

Step 3: Prepare a good business plan

Step 4: Get finance

Step 5: Build a costumer base

C Listen again and answer the questions.

1 What percentage of business ideas fails? 80%

2 Why do they fail? People don’t understand the market

3 What two questions does your market research need to answer?

2 Is there a demand for your product of services?

4 What two things does a business plan help you to do?

1 Focus on what you want to do

5 What does it usually include? Name three things. Staff, Management, production

6 Which step does Alan think is the most important? Why? Build a costumer base

D Alans says most businesses fail because people don’t understand the market.

What other reasons can you think of?

IV Reading: The Human Touch

A Go through the article quickly to find the four elements that a good team needs.

A good team needs:

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HOW TO ADD THE HUMAN TOUCH

By Dough richard

When thinking about how you start your business,

getting the right team together will be the most

important and the most difficult decision you make

The reason is simple No one person has all the skills,

experience, contacts or reputation that are recriuted to get a

business up and running So, in order to succeed, you will

have to form a core team of people.

Before that, however, you can only know who else you

need by knowing your strengths and your weaknesses.

Having a great business idea does not mean that you have

the skills to manage others, The hardest of all your decisions

may be to let someone else lead the company you founded.

What, then, does the team need?

First, it needs the ability to sell – and in particular

the ability to persuade others to buy into your vision.

Second, the team needs the ability to count The business is managed by managing the flow of cash It may be the accountant‟s job to do your books, but it is your responsibility to understand them so well that you use them to drive the business.

Third, the team needs experience There are three types: customer experience,product experience and start-up experience If you are going to sell an Internet service

to restaurants, you need experience in the development of Internet services and theexperience of running reastaurants If your team has only one or the other, you willeither know what product to build or how to build it, but not both

Fourth, the team needs to have contacts, relationships, a network Having poeple who can help you informally or formally will help your business succeed

Finally, you and your team must be fully aware that starting a business means giving up two things- time and money It frequently means working evenings and weekends and being last in line for payment Succeeding with an innovation-based company takes everything: all

of your time, all your great ideaslots of personal sacrifices – and it may take all of your money There is no magic formula to building a business It is like putting together the pieces of a puzzle But it is worth remembering that the team is the most important piece.

2 New entrepreneurs sometimes rightly decide to let another person lead the

company they started up. T

3 Good cashflow managem,ent is a necessary condition for a business to be successful. T

4 An effective team will have experience in three key areas. T

5 You need to put in a lot of time and effort before you can enjoy the rewards of owning a fast-growing start-up. T

6 Building the right team is the magic formula to setting up a successful business. F

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IV Language Skill: Socialising

A Making Contacts:

1 What activities are involved in socialising? Add some more to the following list.

- Introducing visitors

- Greeting visitors

2 You will hear three dialogues about people meeting visitors.Complete the chart.

4 What problems Flight was long Turbulence over the

did the visitors have Not enough legroom North sea but

difficulty

5 What are they She goes to toilet to She’ll take him to the

3 Compete the sentences from the dialogues Listen if necessary.

1 You must be Raj

2 It‟s great to finally_ meet you in person after all our phone calls and emails

3 I hope you haven‟t been waiting long

4 It‟s a pleasure to meet you

5 How was your flight ?

6 Hi, Paul, good to see you again _

7 Sorry to keep you waiting

8 Can I help you with your bag _?

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9 Would you mind taking this?

Which sentences above are used to:

a Welcome or greet the visitors? 1, 2, 4, 6

b Talk about the journey 5

c Offer (or ask for) helping with something? 8, 9

d Apologize for a delay? 3, 7

B Talking about weather.

1 Kasia Janiak is accompanying Mr Syms from the airport to his hotel Look at the dialogue

below Listen and complete the gaps What is the topic of their conversation?

Mr Syms: I can‟t belive it‟s so sunny here It makes a nice change _ from England!Kasia : How was the weather when you left ?

Mr Syms: It was raining as usual This summer has been terrible

Kasia : Well, we‟ve been very lucky here The last couple of weeks has been very warm

.Mr Syms: Do you normally get good summers here?

Kasia : It depends Ususally we get at least a few hot days, but sometimems it rains a lot

Mr Syms: I imagine the winters here must be pretty cold

Kasia : Oh yes Sometimes it goes down to minus 15

Mr Syms: Well, at least it never gets that cold in England The winter there is usually just grey

and wet It can be quite depressing!

Kasia : Ugh! Well, I‟m glad the weather is nice for your visit here.

2 The weather is one of the most popular small-talk topic It is a topic everybody can talk about Put the words below into the right categories.

Words describing temperature Words describing the sky Words to do with water

3 Roleplay: Work in pair Use the profiles below to practise meeting visitors.

Student A: Christ: You are meeting Catherine Brown, a supplier from Britain, at

the airport in Franfurt You have never met before but have spoken a lot over the

phone Catherine is carrying heavy bags Greet her and ask about the flight Make

some small talk ( weather, job, company) and take her to your car

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Student B: Catherine: You have just arrived at the airport in Franfurt and have

made arrangements for your business partner, Christ, to pick you up You havespoken a lot over the phone but have never met before You are carryingseveral heavy bags Your flight was fine and you had a DVD to watch

C Entertaining visitor.

1 Bruno and Carlo are entertaining Anna at a local restaurant Listen to the conversation and answer the questions below.

1 Have the hosts been ot the restaurant before?

2 Why is Anna hungry?

3 What do we discover about Bruno‟s wife?

4 Who is driving?

5 What do they plan to do later?

2 Match the two halves to make sentences from the dialogues Listen again if necessary.

1 This looks (I) a are we having, Carlo?

3 I‟m absolutely (H) c followed by the pasta.

4 I‟m afraid they don‟t have (F) d recommend?

5 How many courses (A) e catch the waiter‟s attention.

6 What do you (D) f menus in English here.

7 It comes with asparagus (J) g you like it.

8 I‟ll have the soup (C) h starving

9 What would you like (B) i a really nice place.

10 Let‟s see if we can (E) j and small potatoes roasted in the oven.

D Keeping a conversation going.

1 Anna, Bruno, and Carlo are finishing their meal Tick the topics they talk about.

family cultural differences (Greece, Turkey, France)mutual accquaintances their jobs

2 The answers to the questions below are too short Make them longer by adding extra information and a question, as in the example.

1 A: So, do you live near here? B; Yes, I do

( only 2 km) Our house is only two kilometres from here (

you / live?) What about you? Do you live near here?

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2 A: And how old is your daughter?

( joined after university)

( you / be with your company long?)

5 A: Have you been to Moscow?

7 A: It‟s so hot today Is it normally like this in the summer here?

B: No, it‟s not

( very hot for us / usually 25 degrees)

( weather / where you live?)

3 Commenting on what people say is a good way to keep a conversation going Match

B’s comments to what A says Sometimes more than one answer is possible.

4 The project deadline is next week and and

we‟re not going to make it. A

5 My daughter has just got a place at one of

the best universities in the country. C D

6 Before I got this job I was

unemployed for two years. G

7 I went to Peru on holiday last year. E

B.

a That must be very stressful

b Really? That‟s an interesting job!

c Oh, congratulations!

d You must be very proud of her

e That must have been very exciting.

f You must have felt very pleased

g Oh, I‟m sorry to hear that I imagine that was a difficult time for you.

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4 Work with a partner to make small talk at a restaurant Use the information in your file to ask questions and keep the conversation going.

File A: You are having dinner in a restaurant with an important business partner

(You are the host) Ask your partner questions to keep the conversation going

Here are some things your partner mentioned earlier:

● He/ She has recently bought a new house

● His / Her partner has a new job

● He / She wants to go to Italy on holiday this year Begin

by saying something about the food

File B: You are having dinner in a restaurant with an important business partner

( You are the guest) Ask your partner questions to keep the conversation going

Here are some things your partner mentioned earlier:

● He/ She plays badminton in her free time

● He/ She has an adopted son

● His / Her mother is visiting at the moment

Begin by asking your partner a question about the restaurant

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UNIT TWO: SALES

A SELLING ONLINE

I Starting up

1 What kind of products and services are best sold on the Internet?

2 What are the advantages and disadvantages of shopping online?

II Vocabulary

1 Choose the correct word to complete each sentence.

1 We ask customers who are not fully satisfied to goods within seven days.

a) discount b) refund c) return

2 In order to get a full _ , customers must send back goods in the original packaging.a) discount b) refund c) return

3 Goods will be within 24 hours of your order.

a) despatched b) purchased c) exchanged

4 Goods are kept in our until ready for delivery.

5 Products and services offered at a large discount are generally a(n) .

2 Combine words from boxes A and B Make phrases that match the definitions (1-6).

credit-card cooling off money back guarantee stock period

method of interest-free out of credit details payment

1 the time when you can change your mind and cancel an order. Cooling-off period

2 the name, number and expiry date on your credit card. Credit-card details

3 the way you choose to buy the goods you want. Method of payment

4 when you can pay some time after you buy, but at no extra cost. Interest-free credit

5 when the goods you require is not available. Out of stock

6 a promise to give your money back if you are not happy. Money back guarantee

III Listening

1 Work in pairs Discuss which words from the box you could use to complete the

sentences below about Argos, the UK’s largest multi-channel retailer.

channel enquire identical Integrated online

1 Our experience shows that customers will sometimes buy ……online……….,

sometimes order on the ……telephone………., and sometimes go into the stores to pick up goods So we need to understand what our customers want

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2 Our operations are fully integrated The prices that we show on the ………website……… are ……

identical………….to the prices that you would pay in the ……store………….

3 You can call up a call centre and ……enquire………….about an

………order………….that you placed through any ……channel……

4 We don‟t ……run………….operations side by side; we run a truly …intergratedchannel offer

… multi-2 Listen to the interview with Indira Thambiah, Head of E-Commerce at Argos Check your answers.

3 Listen to the second part of the interview with Indria Thambid In her experience, there are some keys to successful online selling Complete the notes below.

Keys to successful online selling:

1 Understand or recognise ……what the costumer want…………

2 Provide ……good images and …good information, technical information on all the product…

3 Be very clear about …price of products and the information that run along sides the product….

4 Be very clear about …what delivery options are………

4 Listen to the last part of the interview Decide whether the following statements are TRUE or FALSE.

1 A lot of people research products online and then go to the store to pick that product up

2 Customers on the high street behave very differently from customers online

3 A good website is one that is easy to navigate, easy to find, and easy to transact with

IV Reading

1 In pairs, discuss positive and negative ways in which online shopping affects the retail business.

2 Match these words and phrases from the article below(1-7) with their meanings

1 the high street e a) a situation which you have to make a very difficult choice

2 cut throat g b) to go to different shops to compare prices and quality before you buy

something

3 a dilemma a c) operating in a building, not on the Internet

4 bricks-and-mortar c d) the difference between the cost of buying or producing something and

the price you sell it for

5 dual pricing f e) the street in a town where you can find most shops and banks

6 a margin d f) setting two different prices online and in shops for the same goods

7 to shop about b g) extremely or unfairly competitive

3 Skim the article and find out why some retailers are worried.

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Worry for retailers as web

shopping clicks into place

By Elizabeth Rigby

For traditional stores, online shopping has become

a cause for concern in a difficult retail environment The Internet is accounting for more spending than ever In addition, it also makes it easier for

consumers to compare prices across a far bigger selection of items than a trip to the high street.

7 “ The way the Internet encourages people to shop about is having a big impact on the market,” says Nick Gladding of Verdict Research, a consultancy Internet retailers have been able to offer cut- throat prices because they do not have to bear the cost of running a physical shop.

Price-comparison web-sites such as Kelkoo, where a shopper can compare prices

on any product from DVDs to Prada perfume to get the best deal, make the market evenmore competitive “It is a lot more competitive online because you are always just oneclick away from a rival,” says a CEO

14 Retailers selling electrical goods have been particularly hit by the Internet as items such as televisions and DVD players become more common purchases This creates a dilemma for retailerswho sell products both online and in shops

Some bricks-and-mortar retailers are adopting a model of dual pricing in order tokeep their position online while maintaining margins in their shops Mr Gladding saysdual pricing will become harder to practise as consumers become better at surfing theInternet “In the longer run, prices must come together,” he says

21 To be successful in operating in the online and offline world, retailers should probablytry to integrate the two as much as possible Some businesses, for example, have set uptheir operation to allow customers to shop online, over the telephone or in stores

FINANCIAL TIMES

3 Answer these questions about the article.

1 Give two reasons why online shopping makes the market extremely competitive

2 Why are retailers who sell products both online and in shops in a difficult position?

3 Why is the practice of dual pricing only a short-term solution, according to Mr Gladding?

4 How can retailers make the best of both the online and offline world?

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Customer Order:

From Junko Hanamur, JapanCom in

Delivery by Friday morning to

2.

Listen to the call again and complete the sentences below.

2 Look at the following Order form Where can you write details about the things in the box?

discount

type of goods

number of goods cost of one itemcost of packaging and handling

Listen to Peter Sung phoning Atlantic Bikes and complete the order form

Del Mar Sporting Limited

Authorized by : Grand Total

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Tel: 65 338 9975 Fax: 65 338 9976 E-mail: DelMar@Sporting.com

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Practise ordering the goods Ask about prices, discount, available and delivery time All the

furniture ordered should made of pine Learner A looks at File A and Learner B looks at File B.

FILE A

Look at this order form What question would you ask to complete it?

Now ask your partner question to find out the missing information.

Order No:

Quantity

1507530

FILE B

Your partner will ask you questions to complete an order

form Here is the information they need.

Order No: DP 3572

Chairs $120 each

Desks $ 230 each

Filing cabinets $550 each

Quantity discount for more than 100 : 10%

Delivery within 2 weeks

Payment by Letter of Credit

C PROBLEMS AND COMPLAINTS

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1 Which person ….

1 has received a bill which is too high? C

2 is waiting for a delivery? B

3 has received the wrong quantity of goods? D

4 wants to buy something, but can‟t? F

5 would like to receive a cheque? H

7 is waiting for a call? E

8 can‟t read a document? G

2 Now match the responses below to the complaints in the picture.

a I‟m sorry about that I‟ll check with the transporter …….B

b I do apologise I‟ll dispatch the missing items today …….D

c One moment, please I‟ll connect you to the Accounts Department ……H

d Sorry about that I‟ll send it again … G

e Yes, I‟m afraid there‟s only one person there today Would you like

to fax the details? ……F

f I‟m sorry to hear that I‟ll inform the IT support department immediately ….A

g I do apologise I‟ll send you a credit note for the difference …….C

h I‟m sorry about that I‟ll ask him to call you immediately ……E

II Listening:

1 Two customers are making complaints Listen to these extracts from the phone calls and complete the table.

Problem Call 1 There is the mistake with the

shipper Call 2

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1 There seems to be a C a more specific so I can tell our customers.

2 Sorry, but I need something A b it‟s still not working correctly

3 Can you manage delivery F c mistake with the shipment

4 I can confirm that H d someone will be here by noon?

5.I‟m afraid that B e fixed the problem yesterday

6 Somebody should have E f by Friday?

7 I‟ll personally get G g on to the service unit immediately

8 Can you confirm that D h you‟ll receive the sensors first thing Friday morning

2 Complaining effectively.

When making a complaint, it is helpful to use the following three-step approach:

1 Describe the problem

2 State your request clearly (what, when, how, who)

3 Confirm agreements

Listen to the phone calls in exercise again Do speakers follow the three-step

approach when making their complaints?

2 Linda Matthews, a purchaser at Logistics International, is ringing Alena Novak, a

sales rep at Paper 4U in Prague Listen to their conversation and take notes What is the

problem and what action will Alena take to fix the problem?

3 Listen again the dialogue and complete the sentences.

2 I realize this is a priority for you so I‟ll see to it immediately

3 May I just ask you a few questions first?

4 What exactly do you mean by “the wrong paper”?

5 I will speak directly with Production and arrange a special delivery…

6 I will make sure the shipment is at your location no later than 10 a.m tomorrow

7 I‟ll personally make sure you get the right paper tomorrow

Which of the above sentences can be used to:

a confirm that you have understood the client‟s situation?

b ask for details of the problem?

c suggest solutions to the problem?

d help the client by confirming what has been agreed?

IV Speaking:

Practice making and dealing with a complaint with a partner.

Student A: Look at the information on FILE A

Student B: Look at the information on FILE B

Use the flowchart to make dialogues.

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Tell supplier what is wrong

Confirm that you have understood Ask for details

Give details and state your request

Suggest a solution

Agree to the solution and repeat what you‟ve agreed

Confirm

FILE A: (supplier)

1 You work for Electromart Wholesale Student B is a customer Deal with his/her complaint

and correct the information in the order form below Use you own name.

2 Change roles Now you are a customer Call Electromart and make a

complaint Use your own name and the information below

You are calling from Allied Stores You placed an order on May 16 The

order number is RF5137A You ordered 80 hairdryers, model number

KM3269, but you only received 60 You also ordered 50 desk lamps, model

number 843CX but you received model number 843CW.

FILE B: (customer)

1 Student A deals with customer complaints at Electromart Wholesale You are a customer,

Call Student A and make a complaint Use your own name and the information below.

You are calling from City Stores You placed an order on May 19 The order

number is RF5254C You ordered 150 dishwashers, model number DC7305Z, but

you only received model number DC7309Z You also ordered 250 electronic

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3 2 Change roles Now you work for Electromart Wholesale Student A is a

customer Deal with his/her complaint and correct the information in the order form below Use you own name

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2 What do customer and supplier often negotiate?

3 What skills and qualities do you think a good negotiator has?

4 Do you think people should tell the complete truth when negotiating?

Negotiations also take place to settle disputes (decide arguments) such as:

- contract disputes 5 - labour disputes - trade disputes

2

Match the headlines to the types of negotiations mentioned above:

C Negotiating scenario: (kịch bản đàm phán)

At the beginning of a negotiation, follow these steps:

1> Arrange these phrases Jose uses at the beginning of the negotiation in the correct order:

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a As you all probably know, Mr Watanabe and I met at Aerospace Trade Fair inFrankfurt last year and we had a very interesting discussion about the possibility of our twocompanies working together.

b I believe you‟re flying back on Friday evening, so that gives us three days I think two days should be enough to cover all the points On the third day, Friday, if we have an agreement, I‟ll ask our lawyers to finalize conditions for the contract with you.

c Mr Watanabe, good to see you again How are you? Let me introduce my colleague: Sandra Lisboa, our chief purchasing officer

d Shall we go to the conference room and make a start?

e Well, we‟ve looked at the potential market for our new plane, and looks as if

we will need 100 engines over the next three years

f Would you like some coffee or tea, or would you prefer juice? How was the flight?

1c 2f 3d 4b 5a 6e

2> Discussion: Discuss these questions with other members of your group:

a Is socializing an important pre-negotiation strategy in your country? What does this socializing typically consist of?

b What elements help you in judging whether you wish to negotiate with a particular

person or group of people (e.g physical appearance, level of responsibility)? Or doyou consider such factors to be irrelevant?

A Reading

1 You are going to read about negotiating Before you read, check your understanding of the words and phrases(1-10) below by matching them with their definitions (a-j)

1 Compromise (c) a a description of a possible event in the future.

2 Concession (j) b a useful piece of information or advice.

3 counter-proposal (f)c an agreement that settles an argument when people reduce

their demands in order to agree

4 deal point (e) d an exchange involving giving up one thing to get something else

5 to leave something e an individual item or element in a negotiation.

hanging (h)

6 parameters (g) f an offer responding to somebody else‟s offer

7 scenario (a) g fixed limits within which something can or must happen or be

i to temporarily ignore or not think about a particular fact

j something which is accepted or given up by one side

in order to end a disagreement

2 Read the text by Eric J Adams, which gives advice about negotiating Which of the negotiating tips do you think is the most difficult to put into practice?

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The Art of Business: Learn to Love

Negotiating

Be prepared Before you negotiate, know exactly what you want and be ready to articulate your position; a negotiating meeting is no

place to figure out the terms

that are acceptable to you You won’t get every deal point, but at last you’ll know in

advance what your parameters are In fact, it helps to break down

your concerns into three categories: nice to have, like to have, and

must have Walk through several “what if” scenarios beforehand Anticipate

counter-proposals and compromises and think about how you will react

to each.

Be inquisitive Don’t be shy about asking questions Skilful questions can transform a negotiation from an adversarial conflict into a partnership.

By asking questions, you’ll also get your client to reveal more Start with

open-ended questions and move narrower, more direct questions Once you

have asked a question, be quiet and listen carefully.

Avoid significant early concessions At the very least, remain neutral to the customer’s initial demands until trade-off opportunities

emerge or your gentle

attempts at persuasion don’t work.

Be prepared for disagreement There will be disagreement and disappointment during any negotiation But how you disagree will

affect the outcome and ultimately affect your relationship with the

client When you disagree, look for the common ground or set the

point aside until later At the end of your discussions, you may find

you have four or five points of disagreement You can then exchange

deal-point concessions until all points of contention are dealt with.

Expect the unexpected Always have a good idea in advance of how you’ll respond if things do not work out as you plan.

Finalize all agreements Don’t leave details hanging It is often amazing how two people sitting in the same room can have different

perspectives concerning what was agreed upon To ensure that

everyone is clear, summarize the agreement verbally or shortly

afterward in a letter of agreement.

3 Put the following elements of a typical negotiation into a logical order a Listen carefully to what

the other side says.

b Make trade-offs: you concede something they want for something you want

c Decide what you want and determine your minimum requirements – what you must get if there is to be an agreement

d.Think about acceptable compromises in relation to expected

counter-proposals, and try to imagine the counter-proposals the other side will make

e Summarize, verbally or in writing, what has been agreed

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1. A lot of people regard negotiation as a win-lose contest in which there must always

be a winner and a loser How possible is it for a negotiation to be win-win?

2 Read the suggestions in The guide to tough trading:

a) Is the philosophy a win-lose or a win-win one?

b) Who is each piece of advice for: the buyer, the seller, or both?

c) Are there any rules you would change, or others you would add?

The guide to tough trading

a. No price is fixed, everythingb. Never accept anyone's first offer is negotiable

c. Be tough, but pleasant d. Do not be afraid to shock with your first

order

e. Don't just haggle about the price, f. It's always easier to get

negotiate the whole deal extra goods than a lower price

g. Never say how much you h. When selling, pretend not to have

i. Don't be the first to make a j. Never just complain, always try

B Reading:

Read the article and then fill each gap below with one word:

CO-OPERATION AND COMPETITION IN NEGOTIATION

Negotiations are complex because one is dealing with both facts and people.

It is clear that negotiators must above all have a good understanding of the subject They must also be aware of the generalpolicy of the company or institution inrelation to the issues and they must befamiliar with the organizational structureand the decision-making process.However, awareness of these factsmay not necessarily suffice to reach asuccessful outcome Personal, human factors must be taken into account Theapproach and strategy adopted innegotiating are influenced by attitude as well as by a cool, clear logical analysis of the facts and one‟s interests The personal needs of the actors in negotiating must therefore be considered These can include a need for friendship, goodwill, credibility, recognition of status and authority, a desire to be appreciated by one‟s own side and to be promoted and, finally, an occasional need to get home reasonably early on a Friday evening It is a well- known fact that meetings scheduled on a Friday evening are shorter than those held at other times Timing can pressure people into reaching a decision and personal factors can become part of the bargaining process.

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Researchers who have studied the negotiating process recommend separating the people from the problem An analysis of negotiating language shows that, for example, indirect and impersonal forms are used This necessity to be hard on the facts and soft on the people can result in the sometimes complex, almost ritualistic, style of negotiating language.

Language varies according to the negotiating style In negotiating you can use either co-operative style or a competitive one In the co-operative style the basic principle is that both parties can gain something from the negotiation without harming the interests of the other Or in other words that both parties will benefit more in the long run in friendship and co-operation even if they make some concessions This type of negotiation is likely to take place in-house between colleagues and departments, or between companies where there

is a longstanding relationship and common goals are being pursued.

Unfortunately co-operative style negotiations without a trace of competitionare rare In most negotiating situations there is something to be gained or lost.There can be a danger in adopting a co-operative mode, as unscrupulous peoplemay take advantage of co-operative people

The opposite mode to co-operative negotiating is competitive negotiating Negotiators see each other as opponents Knowledge of the other party‟s needs is used to develop strategies to exploit weaknesses rather than to seek a solution satisfactory to both sides This type of negotiating may be appropriate in the case of one-off contracts where the aim

is to get the best result possible without considering future relationships or the risk of a breakdown in negotiations Needless to say, the language in this type of discussion may become hostile and threatening even if it remains formal.

In reality most negotiations are a complex blend of co-operative andcompetitive mode Negotiating successfully implies dealing appropriately with thefour main components of any negotiation: facts, people, competition, cooperation.Skilled negotiators are sensitive to the linguistic signals, as well as thenon-verbal ones of facial expressions, gesture and behaviour, which show the type

of negotiating mode they are in

Language reflects tactics and therefore a study of the language used in negotiating brings a greater awareness of the negotiating process

(Adapted from Negotiate in French and English by Pamela Sheppard and Benedicte Lapeyre)

1 Good negotiators must know their …subject/facts……… well and they must know their company‟s ……policy…… But they must also consider ……human/personal…… factors because they are dealing with ……people……….

2 Negotiators are affected by the participant‟s ……attitude………., as well as logic

3 Research has shown that it can help to separate the ……people…… from the

……problem…… This can be done by using special negotiating ……language……

4 In a ……co-operative…… style of negotiation, the participants try not to harm each other‟s ……interests… In order to maintain a good long-term …friendship… they both make ……concessions

5 In a ……competitive……… style of negotiation, the parties are …opponents…… This style may be suitable for a ……one-off…… contract The language here can become ……

hostile……… and ……threatening………

6 Most negotiations are a ……blend/mixture…… of the two styles A good

negotiator must be aware of the ……… linguistic/verbal…… and ……non-verbal…… signals which show the style being used

7. The four main factors involved in a negotiation are ……facts…… , ……

people…… , ……competition……… and ………cooperation…………

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3.3 LANGUAGE SKILL: NEGOTIATING

A Language of Negotiation:

1. Probing: One way of furthering negotiation is probing (asking the right questions and

listening carefully to the answers) Here are some probing questions:

a What is the situation on production at your plant at the moment?

b What sort of quantities are you looking for?

c What are we looking at in the way of discount?

d What did you have in mind regarding specifications?

e What were you thinking of in terms of delivery dates?

f How important to you is the currency for payment?

Match the replies (1-6) to the probing questions (a-f):

1) Perhaps 100 units per year over five years. b

2) We can offer ten per cent if the quantities are right. c

3) We‟d like to see a ten per cent improvement in performance d

5) We‟ll need the first 30 units in six months. e

6) We‟re operating at full capacity. a

Practice:

Practise by probing in a negotiation First check you understand the terms below:

Work with a partner Take it in turns to be the customer and supplier:

Customer: What price do you have in mind?

Supplier: It's $65 per piece.

Customer: That's rather high.

Supplier: It compares favourably with our competitors.

These phrases will help the supplier to justify his or her position:

I'm afraid it's customary.

it's company policy

we always insist on this

2. Proposal and counter-proposal:

Through a series of proposals or offers from one side and counter-proposals or counter-offers from the other side, the two sides work towards an agreement which will benefit them both Here are some ways of making compromise:

If you offer more flexible payment conditions, will be able to + infinitive

As long as engine performance improve by ten per cent, can agree to + infinitive

On condition that you deliver 20 engines by May, then we could consider + V-ing

Supposing that you provide good technical support, may offer + noun

Provided that you supply documentation in Portuguese, might offer to+ infinitive

Providing that this contract works out OK,

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1> Use expressions above to complete phrases below, using the correct form of the words in brackets:

a) If you offer more flexible payment conditions / might / consider / pay / higher price b) As long as engine performance improve by ten per cent / may / offer / price/ $550,000 per unitc) On condition that you deliver 20 engines by May / will/ able / consider / more flexible /price

d) Supposing that you provide good technical support / might / agree / work / you / futuree) Provided that you supply documentation in Portuguese / could / consider / send

„ personnel /you /training

2> Practise by making more compromises Here are some cues:

The supplier wants the customer to:

- make their payment in dollars

- pay a 20% deposit immediately

- pay the balance within 30 days

- accept a penalty clause for cancellation

- place regular monthly order of at least 750 pieces

- recommend them to other potential clients

Supplier: We'd like you to make your payment in dollars.

Customer: If we pay in dollar, will you give us a discount for bulk purchase? Supplier: Yes, we could accept that / No, I'm afraid that's not possible.

- As far as B is concerned (in relation to B), we agreed ………

- We still have the question of C to settle….

- And there‟s still the outstanding issue of D.

- We‟ll send you a written proposal.

- We‟ll draw up a contract based on these points.

- I think that covers everything.

Arrange the phrases Jose uses to close negotiations in the correct order:

18753246 1 Let me just run over the main points On engine quantities,

2 I think that covers everything

3 If you agree to the proposal, we‟ll draw up a contract based on those points

4 payment to settle, and there is also still the outstanding issue of documentation

5 we agreed that you would improve the power of the engine by ten per cent

6 we agreed that you would supply us with 120 units over four years As far as performance is concerned,

7 We still have the question of the currency for

8 We‟ll send you a written proposal on these last two issues

B Listening:

1 You will hear three parts of a negotiation between Michelle, the manager of a bookstore

chain, and a website designer Listen to each part and complete the chart.

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Negotiating point What Michelle wants What the What they agree

designer wants

website

$50 an hourPayment terms Fixed amount $6,000

A large number of 1 big image

Two covers perWebsite design covers on every page

as long as

How about

agree to

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3 Listen again to the third part of the negotiation Note down all the expressions for

agreeing and disagreeing Decide whether they express a) strong b) polite or c) hesitant

Delivery in two weeks

Delivery in six weeks

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UNIT FOUR:

A Answer these questions individually Then compare your answers with a partner.

1 How much cash do you have with you

at the moment? Do you:

a. know exactly?

b. know approximately?

c. not know at all?

2 Do you normally check:

a. your change

b. your bank statements and credit card

bills?

c. your receipt when shopping?

d. prices in several shops before you

buy something?

3 Do you:

a. give money to beggars?

b. give money to charities?

c. give away used items, such as

clothing?

4 If you go for a meal with someone you don‟t know well, do you:

a. offer to pay the whole bill?

b. suggest dividing the bill into equal parts?

c. offer to pay the whole bill but expect them to pay next time?

d. try to avoid paying anything?

5 If you lend your friend a small amount of money and they forget to pay it back, do you:

B What do your answers to the questions in exercise A say about your attitude to money? What do they say about your culture.

II Vocabulary: Financial terms

A Match the definitions 1 to 6 with the financial terms a to f.

1 Money owed by one person or organization to another person or a. gross margin3

2.

a period of time when business activity decreases because the

3. difference between the selling price of a product and the cost of producing it e. stock market4

4 a place where the company shares are bought and sold f. investment5

5. money which people or organization put into a business to make a profit

6. equal parts into which the capital or ownership of a company is divided

B Match the sentences

b. a company‟s profits divided by the number of its shares

c. a description of what is likely to happen in the future

d. money in which businesses receive from selling goods

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In our home markets it has been another excellent year. 1…pre-tax profit… are up by £23 million, and

the 2…forecast… for the next quarter is equally good Profits from abroad are down because of a

3 …recession… in Japan However, our performance overall has been good, and the 4…EPS……… have increased to 26.4p and the 5…dividend…… will be increased to 4.3p per share, which will please ourshareholders

We plan to issue new 6…shares……… in order to finance expansion in Asia We also plan to increase our

III Listening: The Profit and Loss Account (P&L)

A Study the incomplete P&L below Complete the document with the following headings.

Research and development costs Cost of materials Gross profit

Interest receivable Turnover Dividend

B Now listen to a presentation of the actual results and complete the missing figures for gaps a-h.

Consolidated Profit and Loss

For the year ended Dec 31 in $m

Money in

Money out

Money in minus cost

of making goods

Other money out

Gross profit mi nus

other money out

Money left whe n

shareholders have

been paid

1 Turnover (sales revenue)

Other earnings

Gains on fixed assets and operations

2Interest receivable on investments

Cost of making goods

3 Cost of materrials and all manufacturing expenses

Salaries and personal costs

4 Gross profit

Other costs and expenses

Indirect costs and overheads

Loss on fixed assetsLoss on foreign operationsMarketing and distribution costs

Trading / operation profit

Profit for shareholders (6 Dividend)

Retained profit

Forecast Actual

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C Listen again and answer the following questions

1. Why was gross profit higher than expected?

2. Where did the company decide to have parts made?

3. Which budgets went over the forecast limits?

4. What is expected to happen to the marketing budget in future?

5. How much will shareholders receive per share?

6. What prediction does the speaker make about retained profit?

IV Reading: Reporting financial success

A Before you read the articles, decide which of these statements are true.

1. Both Wal-Mart and Target Stores are based in the UK

2. Wal-Mart is the world‟s largest retailer

3. Target is not a competitor of Wal-Mart

B Work in pairs Student A read Article 1 below and Student B read Article 2 Complete the parts of the chart which relate to your article.

Tiêu đề	What Conditions Are Important For People Starting New Businesses? Choose The Four Most Important From This List. Can You Think Of Any Others?
Trường học	Danang University of Economics
Chuyên ngành	Business English
Thể loại	Essay

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