Limba engleză Marketing Anul III Manual recomandat: Commercial Correspondence, Ruxandra Vasilescu, Editura „FundaŃiei România de Mâine” 2006

Obiectivulprincipalalcursului: Cursul vizeaza insusirea competentelor de comunicare orala si scrisa pe teme cu continut economic si de afaceri la nivel avansat si competente de intelegere si traducere a textelor cu caracter economic si de afaceri.

1. Crearea unei bune imagini a firmei. Calitatile unui bun profesionist al relatiilor

publice. 2. Utilizarea tehnicilor de comunicare prin imagini si articole scrise despre firma. 3. Redactarea de materiale publicitare (anunturi, comunicate de presa, articole etc.)

4. Redactarea scrisorilor si documentelor de afaceri folosind terminologia specifica.

ConŃinutul tematic al cursului: Commercial Correspondence: types of letters (pre- contract letters); The specific language of negotiations: verbal-non-verbal and cross- cultural communication in negotiations; Protocol; Contracts: types of contracts; clauses; post-contract letters; Instru ments of payment; shipping documents; insurance

Bibliografie obligatorie

1. R. Vasilescu Commercial Correspondence, Ed. Fundatiei Romania de Maine, 2006 1. D. Palmer Business Assignments, Oxford University Press, 1993

2. M. Wilson Writing for Business, Longman, 1991

3. L. Muresan, Al. Hollinger et al. –

Corespondenta de afaceri in limbile româna si engleza, Ed. Teora 1996

4. Francis Radice Banking Transactions, Macmillan, 1991 Prezentarea cursului/Rezumatul cursului: Students’ acquisition of the following oral and writing skills in advanced Business English: writing routine letters used in office communication/business; writing fax, e-mail messages, memos, minutes, reports using a proper style and selecting the proper tone and form of the message; writing advertising materials (announcements, press releases, articles etc.); development of the negotiation skills by acquisition of the techniques of the dialogue and of the functions of the language; acquiring ethno-cultural and behavioural knowledge to cross cultural barriers by means of the language instruments.

Lista subiectelor posibile 1. What is the role of commercial correspondence ? 2. What are the standard parts of a business letter ? 3. What is the layout of a business letter ? 4. What is the structure of a letter of inquiry/offer/order ? 5. What are the characteristics of the letter of complaint ? 6. What is a ‘reminder’ ? 7. How many types of negotiators are there ? 8. What are the main elements of a contract (sales contract) ?

AplicaŃii Teste pentru autoevaluare la tema tratată

1. Match the following openings with the right endings:

a) Dear Mr. Wang 1. Best regards

John b) Dear Daniel

c) Dear Sir or Madam

d) Dear Ms Caroll

2. Truly yours, Wiliam Blake 3. Yours faithfully Robert Brown

e) Dear Madam f) Dear Helen

g) Dear Mrs. Long h) Gentlemen

2. Choose the best alternative:

4. Yours sincerely H. Trout

1. We ................. from Messrs. Blake & Sons that you export furniture.

a. understand b. advise c. inform

2. We are ............ for your name and address to your Commercial Agency in our city.

a. told b. indebted c. interested

3. I am .................... a prompt reply.

a. thanking you for b. looking forward to c. counting on

4. If you ........... right away from stock, we would be prepared to place an order.

a. can supply b. could supply c. supply

5. It is always a pleasure to ......... from an old friend.

a. hearingb. hear c. having heard

6. We .......... be obliged to you if you gave us a call. a. could b. should c. might

7. ................ to your letter, here is our opinion.

a. to answer b. as a reply c. in reply 8. Your letter .........15 July arrived yesterday.

a. of b. from c. at

3. Match the specimen sentences of column A to the appropriate Romanian translations of column B:

A B

1. We are glad to hear that ...... a. Folosim acest prilej pentru a vă mulŃumi pentru scrisoarea dvs. din ...

2. We take this opportunity to thank you for your letter of .... 3. We are very pleased to have your letter of ... 4. We would greatly appreciate a prompt reply

b. Suntem încântaŃi că suntem în posesia scrisorii dvs. din ... c. La această scrisoare veŃi găsi ataşat ....

d. Suntem bucuroşi să aflăm că ....

5. You will find enclosed to this letter .... e. V-am fi îndatoraŃi dacă am primi un răspuns urgent

4. This letter is completely mixed up. Put the sentences in the correct order:

To: Tiny Tots Toy Company 15456 Pyramid Way College Park, FL 33133

Dear Customer Service Representative,

a) I have purchased other toys manufactured by your company in the past, and

have always been impressed with the quality and selection that Tiny Tots has made available to its customers.

b) I recently purchased one of your Tiny Tents for my three-year old.

c) I sincerely hope this is a one-time incident, and that any future purchases I

make will live up to the standard my family has come to expect from your company.

d) Unfortunately, after viewing the components that came with the tent are in

Portuguese and Russian, not in English. These two unforeseen problems have resulted in the tent remaining unassembled and unacceptable as a toy for my daughter.

e) If reasonable arrangements are not made within ten business days, I will

return the tent to the store and expect a refund.

f) I am writing to request replacements for the missing parts, and a copy of the full set of assembly instructions in English.

Sincerely,

Clara Winters

5. Match the specimen sentences from column A with the appropriate Romanian translations of column B:

A B

1. You will be interested to hear ... a. Urmare a convorbirii noastre ... 2. We have pleasure in advising you ... b. În legătură cu scrisoarea dvs. din ... 3. Following up our conversation... c. Pentru informarea dvs. vă comunicăm

că... 4. We regret that we were not able to answer your letter in due time

d. Avem plăcerea de a vă aduce la cunoştinŃă ...

5. With regard to your letter of ... e. Ne pare rău că nu am putut răspunde la timp scrisorii dvs.

6. What type of letter is the letter below? Fill in the missing parts of this letter:

Dear Mr.....

................................................................................................................

The prices are understood CIF Constanta, shipment in containers via Hamburg Port and are valid until 1 April 200_ Irrevocable L/C payable at sight on presentation of shipping documents, opened through a correspondent bank of the Romanian Merchant Bank, Bucharest. Shipments could start within 30 days after your firm order and L/C are received.

..............................................................................................................................

Yours sincerely,

7. Match the following INCOTERMS in column A with their definition in column B:

A B 1. EXW (Ex works) a. the seller must pay the costs and freight

necessary to bring the goods to the port of destination

2. F.O.B b. the seller fulfills his obligation to deliver when the goods have been made available at the named place in the country of importation

3. DDU (delivered duty unpaid) c. the seller has the same obligations as under CFR but with the addition that he has to procure marine insurance

4. CFR (cost and freight) d. the seller fulfills his obligation to deliver when the goods have passed over the ship’s rail at the named port of shipment

5. CIF (cost, insurance and freight) e. the seller fulfills his obligation when he has made the goods available at his premises to the buyer

6. CIP (carriage and insurance paid to..)

f. the seller fulfills his obligation when the goods have been made available at the named place in the country of destination. The seller has to bear the risks and costs including duties, taxes and other charges of delivering the goods

7. DDP (delivered duty paid) g. the seller has the same obligations as under CPT (carriage paid to...) but with the addition that the seller has to procure cargo insurance against the buyer’s risk of loss and damage to the goods during the carriage

8. Match the phrases from column A to functions from column B:

A B

1. We are writing in connection with ... a. Apologizing 2. I am pleased to inform you that... b. Requesting action 3. We are unable to... c. Giving reasons 4. This is as a result of... d. Say what you can and cannot do 5. We would be grateful if you could... e. Referring 6. We are so sorry that... f. Giving good news

9. Match the phrases in the left-hand column with the purpose in the right-hand column:

1. I was interested to know how you see the ... 2. Yes, we have one main point of concern, certainly... 3. Over the last year we’ve noticed that...

A. Saying that you need to check on information before you can give an answer B. Stating an observation made on the basis of experience C. Making a polite request for action

4. ... I think it’s fair to say... D. Asking for a person’s point of view 5. OK, I see. But unfortunately... E. Indicating that you are not absolutely

sure what you are saying is correct 6. I believe we... F. Indicating that what you are saying is

reasonable 7. I can’t say offhand G. Saying that there is a fact or situation

which worries you 8. What I’d like to ask you to do, if I may, is to...

H. Expressing understanding and a regret

10. Match the words in column A to the definitions in column B below:

A B a. injured party 1. someone who has a lease or who pays

money for a property he leases b. license 2. declaring a contract as a binding document c. affirmation of a contract 3. payment by installments d. lessor 4. a person who has been caused a prejudice e. hire-purchase 5. official permission to do something

11. Choose the best alternative:

1. a.

The entities/persons entering into a contract are called: signatories b. parts c. parties

2. a.

A ‘breach of contract’ may be: committed b. made c. done

3. a.

A ‘sleeping partner’ is: a partner who sleeps b. an idle partner c.

a passive partner

4.

A contract is a:

a. legally binding document b. an understanding c. a business document

5. a.

‘To terminate’ a contract means: to finish b. to end

c.

to treat as discharged

6. What does a ‘Preamble’ of a contract contain: a. the object b. data on the parties c. introductory words

7. ‘Settlement of litigation’ means:

a. establish litigation b. solve litigation c. deal with litigation

8. The elements of a contract are called: a. provisions b. paragraphs c. clauses

12. Compare the two lists of expressions commonly used in complaints. Match the informal phrases in the first list with their formal equivalents in the second.

A B

1. it’s not our fault a. we are sending the consignment to you carriage forward

2. you should make it right b. we are not responsible for the error 3. we want our money back c. we would like to complain about

4. you have to pay when the goods are returned to you

d. we will have to take legal action

5. we will sue you e. you seem to have made an error 6. you made a mistake f. the products are not satisfactory 7. we won’t buy anything from you again g. we will not re-order 8. the goods are rubbish h. you have not followed our instructions 9. we’re complaining about i. please correct the error 10. why don’t you pay attention? j. we would like a refund

13. Read these sentences and match the words in italics with the words in the box.

cannot come to more here are tell for you because tell need am sorry ask had to

a) I am writing to inquire about your prices. b) This is due to the fact that our costs have risen. c) If you require any further information, please contact me. d) I regret to advise you that the delivery will be delayed. e) Unfortunately, I have to inform you that I will not be able to attend the meeting. f) Please find enclosed some brochures describing our products. g) We have been forced to increase our prices. h) We have opened a letter of credit in your favour.

14. Match the services in the box with the list of clients’ requirements:

A B

1. A client has a lot of bills to be paid this month and does not have enough funds in the account to pay for them 2. A manufacturing company wants to buy new premises. 3. A casino needs to deposit large amounts of money at 4 a.m. every morning. 4. A client wants to invest money in several banking products and needs advice. 5. A client has to pay several bills on a regular basis.

a. business loan

b. credit card

c. executor

d. night safe e. safe deposit box

6. A client wants a bank to act on his/her behalf. f. cash card 7. A client wants her jewellery to be kept in the bank. 8. Ms. Massant wants to send $5,000 to her son in New York as quickly as possible. 9. A client travels a lot and has to pay hotel and restaurant bills regularly.

g. deposit account

h. SWIFT transfer

i. overdraft

10. A client works irregular hours and does not have time to visit the bank to withdraw money from his/her account. 11. A client wants to withdraw money against a personal cheque. 12. A client wants to earn a higher rate of interest by depositing money for a fixed period of time. 13. A client wants a long-term loan to purchase a house. 14. A client allows a creditor to withdraw money from his account at regular intervals to pay for goods and services. 15. A client wants to borrow money to renovate his house.

j. standing order k. cheque encashment

l. direct debit

m. mortgage

n. personal loan

o. portfolio services

15. Match the phrases from column A with their Romanian translation from column B:

A B

1. this would suit us a. pentru a atenua efectele

2. fail to deliver b. în numele/din partea

3. to smooth out the effects c. aceasta ne-ar conveni

4. to claim damages d. nu livrează

5. on behalf of e. să pretinde daune/despăgubiri

Rezolvări şi răspunsuri Ex 1: a-4; b-1; c-3; d-4; e-3; f-1; g-4; h-2 Ex 2: 1-a; 2-b; 3-b; 4-b; 5-b; 6b; 7c; 8a Ex. 3: 1d; 2a; 3b; 4e; 5c Ex 4: b-a-d-f-c-e Ex. 5: 1c; 2d; 3a; 4e; 5b Ex 6: 1-e; 2-d; 3-b; 4-a; 5-c; 6-g; 7-f Ex. 7: 1-e; 2-f; 3-d; 4-c; 5-b; 6-a Ex. 8: 1-D; 2-G; 3-B; 4-E; 5-H; 6-F; 7-A; 8-C Ex 9: a-4; b-5; c-2; d-1; e-3 Ex 10: 1-c; 2-a; 3-c; 4-a; 5-c; 6-b; 7-b; 8-c Ex 11: 1-b; 2-I; 3-j; 4-a; 5-d; 6-b; 7-g; 8-f; 9-c; 10-h Ex 12: a) inquire - ask; b) due to the fact that - because; c) require further - need; d) regret - are sorry; advise - tell; e) inform - tell; will not be able to attend - cannot come to; f) please find enclosed - here are; g) been forced - had to; h) in your favour - for you.

Ex 13: 1-i; 2-a; 3-d; 4-o; 5-j; 6-c; 7-e; 8-h; 9-b; 10-f; 11-k; 12-g; 13-m; 14-l; 15-m Ex. 14: 1c; 2d; 3a; 4e; 5b

Teme de casă: Redactare de scrisori comerciale.