Werkboek B1 sector Administratie N3-4
Business English
Anke Horlings Robert Hempelman
Werkboek B1 sector Administratie N3-4
Business English
Anke Horlings Robert Hempelman
Auteur
ThiemeMeulenhoff ontwikkelt leermiddelen voor primair
Robert Hempelman
volwasseneneducatie en hoger onderwijs.
Anke Horlings
Redacteur
Suzanne Loohuis Vormgeving
EnOf Ontwerp + communicatie, Utrecht Beeldredactie en opmaak
onderwijs, voortgezet onderwijs, beroepsonderwijs en
Meer informatie over ThiemeMeulenhoff en een overzicht van onze leermiddelen: www.thiememeulenhoff.nl of via onze klantenservice (088) 800 20 16. ISBN 978 90 06 81451 4
Eerste druk, eerste oplage, 2011
Studio Imago, Amersfoort
© ThiemeMeulenhoff, Amersfoort, 2011
Omslagfotografie
Alle rechten voorbehouden. Niets uit deze uitgave mag
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worden verveelvoudigd, opgeslagen in een geautomatiseerd gegevensbestand, of openbaar gemaakt, in enige
vorm of op enige wijze, hetzij elektronisch, mechanisch,
door fotokopieën, opnamen, of enig andere manier, zonder voorafgaande schriftelijke toestemming van de uitgever.
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Voor zover het maken van kopieën uit deze uitgave is
Website bij deze uitgave
Besluit van 23 augustus 1985, Stbl., dient men de daarvoor
www.2020english.nl
toegestaan op grond van artikel 16 Auteurswet j° het
wettelijk verschuldigde vergoedingen te voldoen aan
Stichting Publicatie- en Reproductierechten Organisatie
(PRO), Postbus 3060, 2130 KB Hoofddorp (www.stichtingpro.nl). Voor het overnemen van gedeelte(n) uit deze
uitgave in bloemlezingen, readers en andere compilatiewerken (artikel 16 Auteurswet) dient men zich tot de
uitgever te wenden. Voor meer informatie over het gebruik van muziek, film en het maken van kopieën in het onderwijs zie www.auteursrechtenonderwijs.nl.
De uitgever heeft ernaar gestreefd de auteursrechten te regelen volgens de wettelijke bepalingen. Degenen die
desondanks menen zekere rechten te kunnen doen gelden, kunnen zich alsnog tot de uitgever wenden.
Deze uitgave is voorzien van het FSC®-keurmerk. Dit betekent dat de bosbouw voor het gebruikte papier op een verantwoorde wijze heeft plaatsgevonden.
Voorwoord Dit is het Werkboek B1 sector Administratie N3-4 van de herziene methode 20/20 Business English. Je gebruikt dit werkboek in combinatie met het eveneens herziene Handboek Economie N3-4.
Het handboek is een uitgebreid naslagwerk waarvan je vaak gebruik zult maken tijdens, en misschien ook wel na je studie.
In dit werkboek word je regelmatig verwezen naar paragrafen in het handboek. Om een oefening te kunnen maken moet je bijvoorbeeld eerst theorie bestuderen of achtergrondinformatie lezen.
Voorbeeld: in Exercise 1 (bladzijde 10) staat: For more information, study your handbook, A90-A95. Deze paragrafen gaan over het ontvangen van bezoekers.
Dit werkboek is verdeeld in tien units die allemaal over zakelijke onderwerpen gaan. De instructies zijn zoveel moge-
lijk in het Engels. De antwoorden op de vragen en de uitwerkingen van de opdrachten kun je in het boek zelf schrijven, zodat je altijd je werk bij de hand hebt.
Na elke unit volgt een case, waarin je kunt laten zien dat je de geleerde stof beheerst en dat je communicatief vaardiger bent geworden.
De methode 20/20 Business English is bedoeld om zelfstandig leren en werken te vergemakkelijken. Als je de aanwij-
zingen in dit werkboek volgt en de opdrachten naar behoren uitvoert, zul je merken dat je veel vragen over Engels zelf kunt beantwoorden en problemen zelf kunt oplossen.
Je docent heeft alle uitwerkingen. Bespreek met haar/hem of je over deze uitwerkingen mag beschikken. Als je alle tien units en cases aandachtig hebt doorgewerkt, zul je merken dat je je in veel situaties al heel goed kunt
redden. Je woordenschat is groter geworden, je kunt eenvoudige gesprekken voeren, teksten lezen en samenvatten en eenvoudige e-mailberichten en brieven schrijven. You won’t be at a loss for words. Anke Horlings
Robert Hempelman
Gebruiksaanwijzing In elke unit worden de vaardigheden Gesprekken voeren, Lezen, Schrijven, Luisteren en Spreken (presenteren) geoefend. Daarnaast is er aandacht voor grammatica en belangrijke woorden. Aan het eind van elke unit vind je een Case. Speaking interaction / Gesprekken voeren
In dit boek vind je veel oefeningen die je helpen een eenvoudig gesprek in het Engels te voeren over vertrouwde onderwerpen. In veel gevallen kun je al voorbeelden ontlenen aan de luisteroefeningen bij dit boek. Speaking / Spreken
Bij dit onderdeel zul je een aantal presentaties over verschillende zakelijke onderwerpen moeten voorbereiden en houden.
Listening / Luisteren
De vele luisteroefeningen zijn er niet alleen op gericht je luistervaardigheid te vergroten, maar ook om je een groot aantal voorbeeldgesprekken te laten horen die je in allerlei situaties kunt gebruiken. Reading / Lezen
Je vindt in deze rubriek een groot aantal niet al te lange leesteksten over uiteenlopende onderwerpen waarmee je te maken kunt krijgen. De teksten worden gevolgd door een aantal verschillende opdrachten. Writing / Schrijven
In dit deel leer je eenvoudige e-mailtjes schrijven en eenvoudige zinnen vertalen. Grammar / Grammatica
Je vindt in dit deel een aantal grammatica-oefeningen bij de theorie uit het Handboek. Important words and phrases / Belangrijke woorden en uitdrukkingen
Dit is een lijst van woorden en uitdrukkingen afkomstig uit de module die je zojuist hebt doorgewerkt. Je moet er zelf voor zorgen dat je deze woorden en uitdrukkingen actief in het Engels kunt gebruiken. Case
De case wordt in het Engels gepresenteerd. In de case laat je je communicatieve vaardigheden zien. Het is dus belangrijk dat je de vaardigheden en de woorden en uitdrukkingen uit de voorafgaande unit goed beheerst. Betekenis iconen Speaking interaction / Gesprekken voeren
Reading / Lezen
Speaking / Spreken
Writing / Schrijven
Listening / Luisteren
Grammar / Grammatica
Inhoudsopgave Unit 1
Welcome to our company!
7
Unit 2
Give me a call
39
Unit 3
To the trade fair
69
Unit 4
Products & services
95
Unit 5
An offer you can’t refuse
125
Unit 6
It’s a deal
151
Unit 7
All over the world
179
Unit 8
On the move
203
Unit 9
Money, money, money
231
Unit 10
The right person for the job
255
Case 1
Case 2
Case 3
Case 4
Case 5
Case 6
Case 7
Case 8
Case 9
Case 10
Visitors from abroad
Working at Cromwell
New York, New York
Garden furniture
Best Appliances
Troubleshooting
Holland Cheese
Fashion Import
Late payments
Job hunting
34
65
92
120
147
176
199
227
251
281
Welcome to Unit 1 our company!
Receiving visitors may be part of your job in the near future. This type of personal contact is very important in business. In a competitive world where everyone is using the
telephone or computer to conduct business, meeting in
person is still the most effective means of communicating. The impression customers have of you and your company
may make all the difference. You may contribute to what is called ‘the competitive edge’.
Unit 1
Welcome to our company!
i Speaking
interaction
Exercise 1
Work in pairs or in a group.
Answer the following questions. 1 Why would a visitor visit a company? Write down three reasons.
2 What is important when meeting a visitor?
Now discuss your answers with your classmates. ➜➜ For more information, study your handbook, A90-A95.
l Listening Listen to track 1.
Exercise 2
You will hear three short conversations between an employee and a visitor. As you listen, complete the following chart.
1
Where are they?
Conversation 1
Conversation 2
Conversation 3
2 Why is the
visitor there?
l Listening Listen to track 1.
Exercise 3
Now listen to the three conversations a second time. Tick [✓] the correct answers.
8
Unit 1 Welcome to our company!
Conversation 1
1 The employee asks the visitor... ■➜ a ... for a name.
■➜ b ... for an address. 2 The employee asks the visitor... ■➜ a ... to take a seat in the lobby.
■➜ b ... to take a seat in the lounge.
4 The employee asks the visitor...
■➜ a ... to fill in a visitors registration form.
■➜ b ... to fill in a visitor administration form. Conversation 3
5 The employee offers... ■➜ a ... assistance. ■➜ b ... a pen.
Conversation 2
6 The employee offers...
■➜ a ... to repeat a name.
■➜ b ... to show the way to Mr Simpson’s office.
3 The employee asks the visitor... ■➜ b ... to repeat an address.
i Speaking
■➜ a ... to show the way to Mr Simmons’ office.
interaction
Exercise 4
Work in pairs.
In the following conversations, (A) is a company employee and (B) is a visitor. During conversation 1 you are at a company and during conversation 2 you are at a conference centre. Practise the conversations in English. 1
(A)
ochtend – groet – bied hulp aan
(A)
nog in vergadering – over enkele minuten klaar
(B) (B)
(A) (B)
(A) (B) 2
reageer – stel je voor – werk bij Euromarketing – afspraak 10 uur meneer Kindle reageer
plaatsnemen – wachtruimte reageer
iets te drinken? kopje thee
(A)
spreek (B) aan
(A)
eerst inschrijven
(B) (B)
(A) (B)
(A) (B)
(A) (B)
reageer – zoek workshop ‘De consument in 2020’ wist niet – hier inschrijven? dat kan – naam? stel je voor
vraag (B) om herhaling naam herhaal je naam
vraag (B) formulier in te vullen reageer
9
Unit 1
Welcome to our company!
l Listening Exercise 5
➜➜ Study your handbook, A12-A15 to learn about listening skills.
Write down the answers to the following questions in English. 1 You are going to do a listening exercise. Write down two things you have to do before you start listening.
2 Why is it a good idea to try to predict how a story or how information will continue?
3 In a listening exercise, you will hear words you do not know. How can you deal with these words? Write down two ways.
l Listening Exercise 6
In exercise 7 you will hear a radio programme. James Blake of Business Week is presenting a story about Sara Hansel, the Chief Executive Officer (CEO) of Sneakers Galore, a chain of shoe stores in the US.
1 Before listening to the programme, match the following words (1-10) with the correct translations (a-j). 1 to capitalise on
a verhuurder
3 competitor
c inventaris
2 chain store 4 expansion
5 imagination 6 industry
7 inventory 8 landlord 9 retailer
10 sneaker
b profiteren van d industrie
e gymschoen f groei
g filiaal van grootwinkelbedrijf h fantasie
i detaillist
j concurrent
2 Now that you have seen these words, write down what you think the radio programme will be about.
l Listening Listen to track 2.
Exercise 7
Listen to the radio programme about Sara Hansel, CEO of Sneakers Galore. Fill in the missing information in the following company description.
10
Unit 1 Welcome to our company!
Name of company:
(1)
Sneakers (2)
Number of stores in the US:
(3)
Goal of the stores: (4) Hansel
CEO: Turnover per year in each store:
$
Average price of a pair of sneakers: $ Quote from Sara Hansel:
million (5) (6)
‘All that I’ve been doing all my life is just building. Building my
(7), building my management
structure. Building on
(8)?
The United Kingdom
Many Dutch people say ‘England’ when they talk about
the United Kingdom, but this is wrong. Also, the United
3
Kingdom is not the same as Great Britain. The United
Kingdom consists of the island of Great Britain and of
Northern Ireland (4), which lies in the north-eastern part of the island of Ireland. The United Kingdom has an area of 244,111 km2. The island of Great Britain, in turn,
consists of England (1), which occupies the southern
4
two-thirds of the island, Scotland (3), which occupies the northern third, and Wales (2) in the west.
All these parts of Great Britain have very strong
identities: the people who live there feel English,
2
1
Scottish or Welsh, rather than British. You can imagine that someone from Scotland may feel insulted when you call him or her English...
➜➜ For more information about the UK, see your handbook, F2-F4.
p Speaking Exercise 8
➜➜ Work in pairs or in a gr0up. Study your handbook, A140-A144 to learn about giving presentations. Then answer the following questions.
11
Unit 1
Welcome to our company!
1 What do you think makes a good presentation? Think about presentations you have attended or
presentations you have given yourself. Work in pairs, in a group or with your whole class. Discuss your answers with your classmates.
2 Write down three things you need to do to prepare your presentation.
3 Write down three things that you talk about in the introduction of your presentation.
p Speaking Exercise 9
When you receive a group of visitors, you may have to give a short speech, for example about the company or the programme of the visit.
Complete the speech by filling in the elements (a-g) in the blanks (1-7). (1) My name is Lars de Jong. our programme for today.
(2) (3),
I will give you a tour of InterFeed, and show you all our buildings and departments. during the tour, feel free to interrupt me.
(4)
At one o’clock, we will have a lunch together in the canteen. At half past two, our PR Manager will give a presentation about the latest developments at InterFeed. after an hour.
Tonight at half past seven, we will have dinner together in restaurant ‘Riche’. (6) (7)
12
(5)
Unit 1 Welcome to our company!
a Are there any questions? b First,
c I am going to talk about
d If you have any questions
e Thank you for your attention.
f There will be a short coffee break g Welcome everyone.
p Speaking Exercise 10
Work in pairs or in a group.
You’re giving a tour of your company for a group of foreign visitors. You start with a short speech about the history of the company, InterFeed.
Prepare the speech. Use the following information. Use a dictionary to look up any words you do not know. Then give the speech to your classmates. 1 passende opening en inleiding
2 InterFeed opgericht in 1961 door Piet de Groot, die veevoeders verkocht aan de plaatselijke boeren 3 1961-nu: klanten niet meer plaatselijk, maar internationaal, groei van twee naar tweehonderd medewerkers
4 nu toonaangevend bedrijf op het gebied van verschillende soorten veevoeders 5 nieuwe ontwikkelingen:
• focus op groeiende markten in Azië en Zuid-Amerika • streven naar duurzaam produceren van veevoeders
6 passende afsluiting
r Reading Exercise 11
You are at a company called Taylor Woodrow to talk
about a work placement opportunity. You are asked to wait a few minutes in the reception area, because you will be collected by the HR Manager. You are given a
cup of coffee. On the table in the reception area there is a leaflet in English about the Taylor Woodrow
Group. You decide to take a closer look at the leaflet.
The Taylor Woodrow Group Teamwork
Fundamental to the success of the Taylor Woodrow Group is the quality of its team. Regardless of the economic environment, the people who make up this group are, in fact, its greatest asset.
13
Unit 1
Welcome to our company!
Training 5
In spite of the present economic climate, Taylor Woodrow remains loyal to the training and personal
development of its team, regardless of age, ethnic background, gender or disability. The progression of all team members within the group is determined exclusively on the basis of personal merit, effective performance and business requirements. Taylor Woodrow has maintained a high level of cost-effective training activity, undertaking the equivalent of 8,000 days. 10
Safety
The Group continues to develop and improve good safety practices around the world. A high level of safety and awareness training, involving over 2,000 site visits in the UK alone, ensures that team members are aware of the latest safety procedures and techniques. Aid 15
Through its sponsorship arrangements around the world, Taylor Woodrow continues to help a wide variety of
worthy causes. The Group helped raise a total of over £ 30,000 for the Cancer Relief MacEwan Fund, while group companies have actively supported aid appeals for countries in distress. Communication
Effective communication is essential to the successful operation of Taylor Woodrow. To further group-wide 20
communication, the group’s in-house magazine was recently relaunched. Now published in A4 format, the new style magazine dovetails with existing information bulletins and video presentations to keep the team worldwide informed of a wide range of issues.
Answer the following questions. 1 What is a leaflet and what kind of information do you think you may find in this one?
2 You can see in the text that the first subheading is teamwork. What kind of information do you expect to find here? Why is it useful to answer this question?
➜➜ Study your handbook, B8 to learn about skimming and scanning. Then answer questions 3, 4 and 5.
3 Skim the text so that you can comment on it when you meet the Human Resource Manager. How do you do this?
4 Scan the text to find the following information.
a Numbers are used four times. Write these numbers down.
b The name of one country is mentioned. Write this down.
14
Unit 1 Welcome to our company!
5 What is the difference between skimming and scanning? Answer in English or Dutch.
Now read the text in detail, but do not use a dictionary. ➜➜ Study your handbook, B2 to learn more about finding out the main purpose of a text. Then answer question 6.
6 What type of text is this, broadly speaking? ■➜ a informative ■➜ b persuasive ■➜ c expressive ■➜ d amusing
➜➜ Study your handbook, B10-B13 to learn more about dealing with unknown words. Then answer questions 7, 8 and 9.
7 Would you look up the following words in a dictionary? Explain why or why not, as in the example.
I wouldn’t look up ‘asset’ (3) because I already know what it means, namely ‘value’.
a environment (3)
b gender (6)
c merit (7)
d worthy (16)
e distress (17)
f relaunched (20)
8 Look at the word disability (6). Write down ten words in English that start with dis-.
9 What does dis- mean? Write down other beginnings of words that have the same meaning as dis-.
15
Unit 1
Welcome to our company!
r Reading Exercise 12
You can remember more new words if you try to learn them together with other related words. For example, you may associate the word manager with words like office, boss, in charge, meeting and buying.
Complete the following diagram by filling in words you associate with time, appointment, client and conversation. time
appointment
client
conversation
r Reading Exercise 13 Work in pairs.
Another way you can learn new words is to see them as parts of a phrase instead of separate words. Choose a verb from the left and match it with a phrase on the right. After you have finished, work in pairs to ask each other questions or make offers using the phrases you have found. 1 answer
a an appointment
3 offer
c a client
2 make
4 pick up 5 receive 6 show 7 sign
8 take
9 talk to 10 wait
b assistance d a minute
e your name f questions g a seat
h the telephone i a visitor j the way
w Writing Exercise 14
In this book you will learn about letters and other written forms of business communication. Before you can
actually start writing letters, emails, memos, etc., you need to read some background information. Study your handbook, C1-C12.
16
Unit 1 Welcome to our company!
Write down the answers to the following questions. 1 Write down two forms of written communication that are used in companies.
2 Why is the structure of a letter or email so important?
3 What are the advantages of using the ‘KISS’ formula when writing a letter or email?
4 What are the differences between the structure of a letter and the structure of an email?
w Writing Exercise 15
➜➜ Study your handbook, C3-C12 to learn about writing a business letter. Correct the mistakes in the following parts of a business letter.
1 Audrecia Street 24
6 Dear Mrs Unknown
2 2rd April 2012
7 dear sirs
3 Dear Mister Andrews
8 31-9-2013
4 Look at the next page.
9 Enclose 1
5 12 january 2012
10 yours sincerely
17
Unit 1
Welcome to our company!
w Writing Exercise 16
Write a complete letter by filling in the elements (a-j) in the blanks (1-10).
20/20 CONTACT LENSES LTD
Profile House, 23 High Street Eton, Windsor, SL4 6AX
(1)
(2) (3)
(4) Thank you for sending us a confirmation of your intended visit to our new production site. We look forward to
meeting you on 4 July. Ms Brahms will be your personal assistant during the entire day. She will collect you from the airport at 8.30 a.m.
If you have any further questions, please do not hesitate to contact us. (5)
(6) (7)
(8)
(9)
(10)
a
Roger Williams TMC
130 Queens Road Reading, Berks RGI 4DG b
c
Yours sincerely
18
d
h
e
i
f
j
Encl.
20/20 CONTACT LENSES LTD
Chief Executive Officer g
Dear Mr Williams
21 June 2012
re: PRODUCTION SITE VISIT
M. Taylor (Mrs)
Unit 1 Welcome to our company!
i Speaking
interaction
Exercise 17
You may find it difficult to start a conversation with a stranger. However, in business there are many
occasions when you need to do this. For example, an employee meets a visitor at the reception desk and shows him or her to a meeting room, or an employee of a company picks up a visitor at the airport. Answer the following questions. 1 Think of two other situations when you might need to start a conversation.
2 Why do you think you are expected to start a conversation? What impression does it make if you do not say anything?
3 What subjects can you start a conversation with? Can you think of subjects you had better avoid?
➜➜ For more information, study your handbook, A99-A109.
l Listening Listen to track 3.
Exercise 18
You will hear two short conversations. The first conversation is at a conference. The second one is at an airport. The following conversations are not quite the same as the ones you will hear. As you listen, spot the differences and write them down. 1
Employee
Good morning, madam. I’ll show you to the conference room. Right this way, please.
Employee
Did you have any trouble finding the hotel?
Visitor Visitor
Employee Visitor
Employee Visitor
Oh, yes. Thank you.
No, not at all. I came by train.
I see. And did you take the bus from the station?
No, I took a taxi. I wasn’t really prepared for rain today.
Yes, that’s right, it was supposed to snow today, wasn’t it? Well here’s the room, madam. Enjoy the presentation. Thank you.
19