hard to get hold of!
H: Oh, I‘m terribly sorry for the trouble. I was in a meeting and I left my cell phone in my office.
M: Oh, ok. Mr. Miller, I‘m calling you about…
Unit 4
Task 2
Recording the proceedings of a professional meeting can be a challenging task. If you are asked to take notes for the meeting, here are some tips that can help you do a good job.
First, Arrive at the meeting ahead of schedule. Find a good seat in the middle of the group where you can hear everyone speak plainly. Be sure your pen or pencil works if you take notes by hand or check to see if the laptop provided for this purpose is plugged in and working as needed.
Second, Consider using a rape recorder, which will help you ensure accuracy in transcribing proceedings. If you use such equipment, arrange to have it on hand at the time and location of the meeting, and be sure the equipment works properly by testing it before the meeting begins.
Third, use a consistent format. The usual criteria include the meeting‘s name, location, date, and starting as well as ending time. Also mentioned at the top of your list are the names of attendees.
Fourth, follow the agenda. If an agenda was posted or distributed before the meeting, cover each of its points in your minutes.
Fifth, be concise. Rather than writing each word that everyone says, just catch the highlights. Also, find out whether attendees wish to be identified by name or prefer to be kept anonymous.
Sixth, list specific outcomes. Important actions should be listed separately to catch reader‘s attention. Check previous minutes to follow similar organization.
Seventh, after the meeting, write a meeting report from your notes. Sign your name at the bottom of the last page of the minutes. Distribute the final copy of meeting minutes to everyone who attended as well as absentees.
It is also important to organize all meeting minutes in a standard file so that it can well serve as future reference.
Video 1
Gregory : Do you know why we are here？
Richard : No, I have no idea ! He just popped in and told me there would be a meeting at 3:00.
Amy : I‘m afraid it‘s about cuts. I saw him this morning and he‘s not happy. Larry : Bad news ! I guess you‘re all seen last month‘s sales figure for the laptop x600.
Amy : No , actually I haven‘t.
Richard: Me, neither.
Larry : Oh, well, there‘s a 21% drop from July. Gregory : 21%? That‘s a disaster!
Amy : I suppose you‘re going to blame my sales team .
Larry : No, Amy. We are not going to blame anyone .Not today. We need to decide what we are going to do about it.
Richard: Wait. Before we go on, can we have a look at these poor figures? Larry：Sorry , I‘m not sure if I have …. Ah, yes, I‘ve got a few copies here. As you can see….
Amy : Larry, I want to know that it‘s not my fault! My people have been working really hard to promote sales.
Larry : Yes, yes, I know. But the fact is that the results are not good . Richard: Maybe we can ….
Amy : You should trust your team! There are always ups and downs in sales! Larry : Look, Amy, I do have confidence in my team ! I have called this meeting to see what my team suggests we do .So shall we get on with it! I suppose we can start by finding out why we are having these poor results. Gregory, would you please give us an analysis of these figures?
Gregory : Ur….. Sorry, I don‘t have anything prepared since I didn‘t know…. Larry：Oh, well …..
Video 2
Larry Hunter Amy Richard Gregory
L: I‘m sorry to have called this meeting at such short notice. Did you all get a copy of the sales figures? A, R, G: Yes
L: Good. So you have seen from my memo the purpose of this meeting. Firstly, we need to figure out the reason for the drop, and secondly, what we should do about it? It might not be easy, but I want to finish the meeting by 3 o‘clock. G: OK
A, R: Uh-huh.
L: Now, Amy, what do you think?
A: Well, there‘s a lot competition out there now. L: That‘s true, but our prices are competitive.
R: In my opinion, the salespeople are not very motivated. We need to do something to encourage them to get out there and sell. A: I think they‘re working pretty hard already.
L: But it‘s not hard enough. Amy, they need something to give them a bit of push. What about the bonus system? How many salespeople get bonus now? A: Not many.
L: Really? Why not?
A: The sales quotas are pretty high. you have to make $60.000 in sales, That‘s a lot. Most people average about $45.000. L: Per month?
A: Yes.
R: Well, maybe we should lower our quotas. L: How‘s that going to motivate them, Richard?
R: If we lower the quotas, it will be easier for the salespeople to reach them. So more people will get……
A: I don‘t see the point. How‘s that going to increase sales? L: Let him finish.
R: Well, I think the quotas are just too high. The salespeople don‘t think they can reach them so try don‘t try. But, if someone is making, say $45.000, and if the target is $50.000, then they‘ll work just a little bit harder to reach 50.000. G: I see what you mean. And if they get a nice bonus at $50.000 then, they will work even harder the next month.
L: Yes. You have got a good point! Let‘s come up with a proposal for lower quotas.
Unit 5
Task 1
I: So, what basic needs do business travelers have?
K: one of the most important things is a quick check-in and check-out. After a long trip, it‘s annoying to have to wait at the hotel reception for five minutes. Room service is also very important. Guests often stay in their rooms working and don‘t have time to go out to a restaurant, so they want their meals to be served in their rooms.
I: And what facilities are there in the room?
K: Well, nowadays communication facilities are essential, so things like a modern socket, where guests can plug their modems in, and a fax are very important. I: Yes, of course.
K: The lighting is also very important. We‘ve just spent a lot of money upgrading the lighting in our rooms. As I said, guests often spend their evenings preparing work, so they need good lighting at their desks. I: And what about facilities in the hotel in general?
K: The bars are important. Corporate guests tend to spend more time in the hotel bars than tourists. It‘s very important to provide a business center, too. I: What services does the business center provide?
K: Basic secretarial services such as photocopying and typing. Guests always find it helpful to have these kind of things organized for them.
I: Right, and what about the distance to the airport and city center? Is that important?
K: Yes. We‘re in the east of London so we‘re near City Airport. A lot of our guests have meetings in this area; they don‘t want to be near Heathrow Airport or right in the city center. But it is easy to get to the center of London from here. It only takes about 15 minutes with our courtesy bus. And there‘s a river of taxis, as well.
I: Are corporate guests interested in using your fitness center or swimming pool?
K: Not really. They‘re more popular with tourists. Our corporate guests are more interested in getting in and out of the hotel as quickly as possible and working while they‘re here.
Task 2
Receiving visitors is an important part of the receptionist‘s 1) daily routine in the office. There is a certain procedure for receiving visitors. A receptionist should find out 2) whether the visitor has an appointment or not. If the visitor is an important client, the executive should come down to the reception area to 3) greet the visitor. Sometimes the receptionist or another secretary accompanies the visitor to the executive‘s office. The receptionist announces 4) the visitor‘s name, title and position, and introduces the executive to him/her.
When a visitor‘s request for a meeting cannot be satisfied, the receptionist should 5) apologize and make some suggestions for an alternative time. If a meeting is impossible, the receptionist should 6) express regret and explain why, with tact, so that the visitor‘s feelings are not hurt.
A receptionist should keep a register which includes 7) date, time, name and the firm the visitor works for. It can be referred to when there is a request for information.
The receptionist should be polite, helpful, well-spoken, and always be 8) considerate and warm. When a visitor is waiting to see the executive, the receptionist should invite him/her to sit in an easy chair to wait. And if there is a delay, the receptionist should apologize, offer a cup of coffee or tea and 9) keep the visitor fully informed of the situation.
Video 1
(George is going abroad on business. This is his first time traveling abroad. Now he is going through customs.)
The inspector: Good afternoon. May I see your passport, please? George: Of course. Here you are.
The inspector: Thank you. What‘s the purpose of your visit? Business or pleasure? George: Business.
The inspector: I see. How long will you be staying in our country? George: About a week.
The inspector: Is this your first time in the country?
George: Yes, I‘ve been invited by our business associates to attend a trade fair.
The inspector: Fine. Is this all your luggage?
George: Yes, that‘s all my luggage, one suitcase and one bag. The inspector: Do you have anything to declare?
George: I guess not. I mean I‘m not quite sure about it. You see, this is my first time…
The inspector: I see. Well, would you mind opening your suitcase? George: Oh, not at all.
The inspector: Thanks. What‘s inside the bag?
George: That‘s my laptop computer. Do I have to pay duty on it? The inspector: No, it‘s duty-free.
George: By the way, I‘m carrying four packs of cigarettes for my own use. Are they dutiable?
The inspector: No, goods for personal use rather than commercial use are not subject to duty. And they are within the limit. George: Good. And thanks for the information. The inspector: All right. Here‘s your passport. George: Is that all the customs formalities?
The inspector: Yes. You‘re through now. Have a pleasant stay. George: Thanks a lot.
Video 2 L: Ms. Jones.
J: Yes, I‘m Miranda Jones from Flora Garment Trading.
L: My name is Lin Hua. I am the Sales Manager with Baiyun Sweaters. How do you do, Ms. Jones?
J: How do you do? It‘s very nice of you to come to meet me. L: You‘re welcome. And may I introduce my secretary, Miss Wang? J: Sure. It‘s my pleasure to meet you, Miss Wang.
W: The pleasure is mine. The flowers are for you, Ms. Jones.