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THE LAYOUT OF A BUSINESS LETTER

A business letter in English is laid-out in a proper way when it consists of eleven parts, but there are many firms which like to use their own style. A usual layout of a business letter means that the letter is not indented and that there are no commas. These are the parts of a business letter.

The letterheadYou can write a letterhead at the top right corner of the letter. However, most firms have decided to use sheets of paper where letterhead has already been written. It is very useful because it contains information about a company – name and address, telephone, e-mail and fax number.

ReferencesReferences can be seen at the top left-hand corner of the letter.The initials of the person who signed the letter and the initials of the person who typed it are given here. You may also add figures to identify the department which made the letter or a certain file where you can find the correspondence.

The dateAll letters must bare a date and it is given below the references. There are two standard forms for writing dates: 8 March 1999 and March 8 1999 The omission of -st, -nd, and -th seems to be widely accepted, although British English sometimes prefers these endings. You should never write only the figures (e.g. 10/2/99). This can easily confuse the Americans because they are used to writing dates in the order of month, day and year. The English, however, prefer the order of day, month and year: 10 February 1999.

The addresseeThe addressee is a person to whom the letter is sent and the name and the address of him/her are typed below the date, usually against the margin. You can sometimes add “For the attention of…”, which means that the letter is to be delivered to a particular person.

The opening salutationWhen you write the receiver’s address then follows the opening salutation. When you do not know the name of the receiver you can write "Dear Sir(s)" or "Dear Madam". If you are writing to a company you can start with "Dear Sirs".In case you know the name of the person you are writing to, you should start with "Dear Mr Jones, Dear Miss Jones, Dear Mrs Jones" or "Dear Ms Jones", when you are not emphasizing the marital status of the woman.

The subject of the letterThe subject of the letter tells us what the letter is about, for example the number of an order or invoice. Sometimes the word “Re” is used, meaning “About”, “Concerning”. You can write it in block letters.

The body of the letterThis is the central part of a letter and it gives essential information. You should try to make it simple, clear and exact. It is much easier if you divide the text into paragraphs, so that each paragraph is confined to one topic.

The closing salutationThe closing salutation follows the way the opening salutation is created. If we begin the letter with "Dear Sir(s)/Madam" (the receiver is not known) , we end it with "Yours faithfully". If we begin the letter with "Dear Miss Smith" (the receiver is known), we end it with "Yours sincerely".

The signatureYou write the signature below the closing salutation.

The sender’s name and the position in the firmYou type them below the signature. Sometimes, there are initials "p. p." (pp) next to the sender’s name. This means that the letter is signed by someone else other than the writer (for example, a secretary can sign a letter on behalf of her boss). The letters “pp” represent a Latin phrase “per procurationem”.

EnclosuresYou can enclose something with the letter (a prospectus, a cheque, an order form, etc.) and then you write "Enc", short of enclosure, at the bottom of the letter, with or without the object we are enclosing. You should also indicate in the text of the letter that a certain object is being enclosed.

Modul: Sales Letters - Pisanje prodajnih pisamaNaziv jedinice: Sales LetterSALES LETTERSA sales letter is only one of many factors in the sale of a product or service. A need must exist, or be imagined; the customer`s interest must be aroused and a choice must be made among competing salespersons and products. A sales letter probably won`t accomplish all these things, but it can persuade the reader that he or she will be helped by buying the product or service.Sales letters may be personal letters or duplicated letters (circulars) distributed to a large number of private individuals and firms. Many sales letters are prepared in series of two, three or more letters (sales series).Sales letters often take advantage of visual aids. These include such devices as CAPITAL LETTERS, "quotation marks," underlined words, dashes --, dots . . . , short paragraphs, phrases punctuated as sentences, indented paragraphs, exclamation points, and postscripts.The purpose is to hold the attention of the reader, who, thus becomes eager to read on to find out what is interesting enough to deserve this special presentation.There are some things that a writer of a sales letter has to bear in mind: The reader will want to know why he or she should buy; not what the product or service can do, but what it will do for the reader. This statement can be strengthened by a guarantee. Present a testimonial from a well-known person; offer a free trial period or a money-back guarantee. Let the reader know you are interested in his or her welfare.This is what a writer of a sales letter should do:1. Use an effective attention-getting opening. - I wonder if you have ever had an experience like this one- This may be your last chance to . . .- You probably get a lot of mail like this - and it goes in the bin, but don`t be too hasty!2. Develop a central selling point. Be vivid and specific in talking up the product.- Our business is built on referrals, which is why customer satisfaction is our number one priority. We offer a 100 percent money-back guarantee, and we can personalize a schedule and maintenance program to fit your individual needs.- While there`s no replacement for direct sales calls, they are expensive and time-consuming. We can supplement your sales effort by bringing your message to each and every one of your customers and potential customers every month.- We have more than 30 years of experience choosing venues, working with decorators, setting up meeting space, producing brochures, arranging group activities such as golf tournaments and excursions, planning banquets and making sure every last detail is taken care of. In fact, we currently manage more than 100 conferences in various industries.- In addition to our many other services, we can design, create and maintain a Web site for your company. With a reputation for unsurpassed technical support, we can make sure everyone at your company is as comfortable surfing the Internet as they are surfing channels on cable TV.3. Present proofs of your statements.- As the industry leader for 15 years, we stand behind our products with a lifetime warranty. We also have exceptional technical support available on-line and via phone or fax.- We have an outstanding reputation moving companies for more than 20 years. We are fully insured and licensed, and we`re open 7 days a week. When you`re 100 percent satisfied, we pay our movers a bonus, an added incentive to make sure the job is done right.- We are so confident that you`ll be satisfied with our work, we stand behind our products with a 100 percent money-back guarantee.4. Close by moving the reader to specific action.- If you have any questions, please give me a call. If I don`t hear from you, I`ll call you Tuesday. Again, thanks for your time.- I`ll give you a call next week to elaborate on our products and services. In the meantime, please don`t hesitate to contact me if you have any questions. I look forward to a rewarding business partnership.- I`ll give you a call next week to discuss future business opportunities. In the meantime, please feel free to call me if you need any additional information.Modul: Enquiries - UpitiNaziv jedinice: EnquiriesENQUIRIESAn enquiry (also spelt inquiry) is when a businessman wants some information, especially about:- the supply of goods - leaflets or catalogues - delivery times and deadlines - method of transport- quotations or prices - insurance.- terms or discounts Letters of enquiry are usually brief and simple and many firms have adopted the practice of sending printed enquiry forms. A prospective buyer of an enquiry introduces himself, and states clearly what he is interested in. If a prospective customer approaches suppliers for the first time, he needs to tell them something about his own business and what he will require. If the customer repeats the same orders often, the enquiry may be very simple. Sometimes it can be made only through a phone call or a postcard.Writing an enquiry demands from you to:- say where you saw the advertisement or how you obtained your potential supplier’s name:We have seen your advertisement in this month’s edition of…/ in “The Times” of 22nd May.

Your name has been given to us by the Serbian Chamber of Commerce.- give some general information about your business:We are one of the largest importers of …We are a company which imports…We are a company which specializes in …-give your reasons for writing:We are interested in importing…We are interested in purchasing…-request action:Could you please send us some samples of …We would appreciate if you would send us more information…We would appreciate if you would send us further details about…-close the letter:We are looking forward to hearing from you soon / in the near future.We look forward to receiving your reply.Modul: Enquiries - UpitiNaziv jedinice: Replies to EnquiriesREPLIES TO ENQUIRIES: OFFERS, QUOTATIONSThe quotation as a reply to an enquiry may be a simple one and it can contain the prices and some other information. An astute businessman, however, will take this opportunity to stimulate his correspondent’s interest in his goods and services by including a sales message.Offers are also sent without the preceding enquiry when a supplier wants to draw the attention of customers and new customers to a special product or range of goods.If the supplier is in a position to meet his correspondent’s requirements, in his reply he will generally:- acknowledge the letter:We thank you for your letter of 21 August enquiring about:Thank you for your letter of 10 May requesting information about...-state what action he is taking;We have pleasure in enclosing our latest catalogue and price list.We are sending the samples you requested under separate cover.-answer any specific questions the enquirer asked, for example, about prices and delivery:Please note that we are offering a 5% trade discount / cash discount / quantity discount.We are glad to be able to inform you that we are able to deliver from stock.Our delivery date is 20 days from receipt of order.-suggest ways in which he can help the enquirer to make a decision to buy:We would like to suggest a demonstration of this model by one of our representatives.If you wish we can arrange for the demonstration by...-invite the enquirer to ask for further informationIf you would like any further information, please do not hesitate to contact us.-close the letterWe are looking forward to hearing from you soon.Modul: Orders - NarudžbineNaziv jedinice: Orders and Replies to OrdersORDERS When the seller’s offer is accepted, an order is to follow. A vital thing in completing an order is accuracy. You can have trouble if an error in quoting a catalogue number appears, and it can sometimes be difficult to put it right later. Such errors can occasionally occur; so it is prudent to double check everything. Clarity is also essential. The buyer should make clear to the seller exactly what he wants. In the export business another things are very important, like method of transport, packing or delivery. Then, the buyer may ask for some special documents to satisfy import regulations. You should tell that to the exporter because he does not always know what the buyer needs. Large firms have a custom to use an export order form for ordering; they print the special requirements on this form, and also details of terms and conditions of purchase. Every order must have its order number (O/N). When writing an order you should: -acknowledge previous correspondent: Thank you for your letter of 30. September quoting prices and delivery terms for…We thank you for the samples / price list / catalogue which you sent us. -state your reactions to the prices, discount, samples, etc.: We are satisfied that the quoted terms / discount are / is acceptable.We have examined the samples and are satisfied with their quality. -place the order: We are therefore ordering…We therefore enclose our official order form, No 41, for…-confirm terms of payment or suggest terms of payment: Our usual method of payment is by ……… and we trust that this will be acceptable to you.

-set deadline for delivery (if appropriate): Delivery before 15. June is a firm condition of the order. -close the letter: We look forward to receiving our order / the shipment and doing business with you in future. REPLIES TO ORDERS/COUNTER-OFFERSWhen you receive the order, the most convenient response would be to send an order acknowledgement right away. When doing business with already regular customers, just a short letter of acknowledgement is enough.However, if you send a letter in which you repeat the order you will also check the accuracy of the description of the goods ordered. In that way, the order becomes a contract. The letter sholud be closed with an assurance that the order will be promptly delivered.-acknowledge receipt for the order:We thank you for your order, No. 5029 for bathing robes, which we received yesterday. Thank you for your order of 12 November for...-confirm that you are able to supply the goods:We are glad to confirm that we can supply the above order.-say what you are going to do next about the order:We will dispatch the goods immediately we have received...As there are no special instructions for forwarding, we are passing the order to our forwarding clerks in the standard way.The goods are nearly ready for dispatch and we will be glad to have your instructions.-assure the buyer that you can meet the conditions of the order:You can rely on us to follow your instructions to the letter.You may be sure that we will carry out your instructions in full.-close the letter:We look forward to to hearing that your order has arrived safely and to doing further business wtih you.Sometimes, the supplier will not be able to meet the customer`s order but he still should not refuse him, what he should do is to make a counter-offer and suggest an alternative. This how a counter-offer should be written:-thank the customer for the order:Thank you for your order, No. 4751D, which we have received today. -say that you cannot meet the order:We very much regret that we cannot accept new orders at present.We are sorry to tell you that we are unable to supply the goods you have requested.-say why you cannot meet the order: Owing to heavy demand for these goods from our existing customers, we are unable to accept new orders at present.This model has been discontinued and replaced by...We are unable to offer as large a discount as you have requested.-suggest an alternative:If you are willing to wait for a short period, we can supply you in four weeks` time.We expect to have this item in stock in July.We can assure you that model No 458 will be suitable for your needs.Modul: Complaints - ŽalbeNaziv jedinice: ComplaintsCOMPLAINTS Although most of the companies take care about their business being done carefully, mistakes happen. Even if you make sure that you have checked the details of the offers and orders and that the packing has been supervised and quality control carried out expertly, there still may be an accident. Sometimes the staff is not trained enough or there is a shortage of staff or lack of supervision. These can become causes of mishandled or damaged goods. What happens then is that customers complain. The customers complain if they receive the goods they didn’t order or if the quantity of the delivered goods is not as ordered. Problems may arise from the unsatisfactory quality of goods, that is, if the delivered goods are not according to the sample on the bases of which they were ordered. Sometimes even second-rate products are delivered. A customer dissatisfied with the execution of his order should complain in the following way. First:refer to the order/date: I am writing with reference to the order…We refer to the ………… state the general problem: The above order has not been delivered yet.On opening the consignment we could see that some of the goods were broken.On examining the delivery we noticed that some of the goods were missing. point out the exact mistake: We have received 40 boxes instead of 50 that we ordered.The goods were not correctly packed and the bottles have been broken. state the reason you need the goods and ask the company to replace them: We need these goods for the Easter sales…We would ask you to send us the replacements without delay.

state action you require to be taken: If you do not send us the goods by 7 April we regret that we will be obliged to cancel the order.If you do not send us the goods by 7 April we regret that we will be obliged to look for another supplier.If this happens again we will be forced to cancel the order.Modul: Complaints - ŽalbeNaziv jedinice: Replies to ComplaintsREPLIES TO COMPLAINTSIt is generally known that patience is a necessary thing in handling complaints. Sometimes, as a seller, you may think that the complaint is ungrounded, but you should first make sure that you have good and reliable grounds on which to repudiate the claim. A seller should treat all complaints as serious matters because a customer is entitled to know how the mistake will be remedied: what he is to do with the wrong consignment or the damaged goods he received or when he will receive a replacement.If the complaint is justified the seller should immediately apologise to the buyer and suggest a solution. If the buyer offers to keep the goods, the seller usually accepts it and agrees to a price reduction. The amount of the reduction depends on how bad the mistake is and usually this is the best solution for the seller, even if there is a consequent loss.The seller should also give a brief explanation on how the mistake will be remedied, because that is what the buyer is interested in. In doing so, the seller should never blame his staff, for this can make the whole company look irresponsible.This is what he should do:-acknowledge the letter of a complaint:We refer to your letter of 15 May in which you say that the goods ordered have not yet arrived.We refer to your letter of 15 May in which you say that the goods are defective.-state the cause of the problem:This delay was caused by the flood in the warehouse.This was caused by an oversight on our part/circumstances beyond our control.We have looked into the matter and found that it was due to the mistake in the export department.-reassure the customer:We can assure you that such mistakes will not happen again.-state action taken to solve the problem:The right goods have been dispatched to you and you should receive them by next week.If you would keep the goods we would offer you a 20% discount on our list price.-apologise:We apologise for the inconvenience.Modul: Pro-forma Invoice - PredračunNaziv jedinice: Pro-forma InvoicePRO FORMA INVOICE OR SALES CONFIRMATIONThe Pro forma invoice is a legal document between the supplier and the customer to describe the details of a certain commodity. The Pro forma invoice is needed for all international non-document shipments, and is used for the customs in the country of destination to determine the customs value. It is used by customers to formalize the terms of sale (price, shipping, F.O.B. location, shipping date, etc.) and properly allocate and/or transfer the funds needed for the purchase. The Pro forma guarantees a price and terms for a 60 days period of time while the customer acquires and/or transfers the funds.The term sales confirmation is used in lieu of the term pro forma invoice in some exporting countries.ELEMENTS OF PRO FORMA INVOICEThe Pro-Forma Invoice, which is required by customs, must be typed on your company`s letterhead. An original copy with the company stamp, along with three photocopies is required.(Company Letterhead)Date: To: Consignee name, address and telephone number.From: Shipper name, address and telephone number.Contents: Full description of goods.Value: Unit value, cost of packing, shipping and insurance, along with the total value of the shipment.Reason for sending: Reason for export i.e. sale, repair, trade, samples, personal use.Country of origin: Country in which the goods were manufactured.(Shipper`s signature) Shipper Information: Refers to the information about the sender of the goods.Name: The name of the sender.Address: The complete address of the sender, which includes the postal/zip code and the city name.Telephone: The telephone number of the sender.Fax: The fax number of the sender.VAT Number: The sender Value Added Tax reference Number, for countries, which apply the VAT.Country: The country the sender is located in.Consignee Information: Refers to the information about the receiver of the Goods.Name: The name of the receiver.Address: The complete address of the receiver, which includes the postal/zip code and the city.

Telephone: The telephone number of the receiver.Fax: The fax number of the receiver.VAT Number: The receiver Value Added Tax reference Number, for countries that apply the VAT.Country: The country the receiver is located in.Shipping Information: Refers to the information about the shipping of the Goods.AWB Number: The Air Way bill number under which the Goods are shipped.Forwarding Company: The shipping company name.Date of Export: The date of which the Goods are shipped.Payment Mode: The paying mode of shipping which may be prepaid, collect or free domicile.Shipment Information: Refers to the information about the Goods to be shipped.Number of Pieces: The number of items the shipment consist of.Specification of Commodities: The description and nature of the goods shipped.Country Of Origin: The country where the goods where manufacturedQty: Number of units of the goods.Unit Price: The value of each item unit.Amount: The amount of each set of goods.Currency: The Currency used for pricing the item.Total Amount: The total value of the shipment.Reason for Sending: The purpose for shipping the goods.Name: The name of the sender.Signature: The signature/company stamp of the sender.Modul: Contracts - UgovoriNaziv jedinice: Making a ContractMAKING A CONTRACTThe businessman concerned with contracts will normally learn about their contents, and the precise but intricate mode of expression that is common to them and to all legal documents, in his own language. Thus, when he comes to tackle a contract written in English, his main difficulties will be understanding the meaning of the language, or choosing the appropriate expressions when drawing up an English-language agreement himself.This article sets out to give a selection of the vocabulary commonly found in contracts. It is largely drawn from the General Conditions concerning contracts prepared by the United Nations Economic Commission for Europe.Formation of the contractThe parties to the contract should state when the contract is considered to become binding. A clause should be included stating something like this:“The contract shall be deemed to have been entered into when, upon receipt of an order, the Vendor has sent an acceptance in writing within the time-limit (if any) fixed by the Purchaser. “It may be necessary to add that where an export or import licence of a foreign exchange control authorization is required for the performance of the contract, the party responsible for obtaining the licence or authorization should make sure to obtain it in good time.Terms of deliveryThe delivery period should be stated. It will often run from the date of the formation of the contract, or the date of the receipt by the Vendor of such payment in advance of delivery as is stipulated. On expiry of the delivery period provided for in the contract, the Vendor may be entitled to an additional period of grace.There will probably be a clause concerning delay in delivery, granting a reasonable extension of the delivery period. Should the Vendor fail to deliver the goods after the period of grace, the Purchaser is normally entitled to terminate the contract by notice in writing to the Vendor. The Purchaser will then be entitled to recover any payment he has made in respect of undelivered goods, and to reject goods delivered which are unusable.Questions of PaymentThe manner of payment and the time at which it should be made must naturally be agreed upon. The time may, for instance, be thirty days after notification from the Vendor that the goods have been placed at the Purchaser’s disposal.If there is delay in payment, the Vendor may postpone the fulfillment of his own obligations until payment is made, or recover interest on the sum due. 6% is a common rate in such cases.GuaranteeThe contract will generally contain a guarantee, according to which the Vendor may undertake to remedy any defect resulting from faulty design, materials or workmanship. Certain limitations to the Vendor’s liability for defects will be stated.If, when the goods are inspected, it is found that they do not conform with the contact, the Purchaser will be entitled to reject the goods.ArbitrationSince it may sometimes be difficult for the parties to the contracts to settle by agreement some dispute arising out of or in connection with the contract, it is necessary to state an arbitrator who can settle such disputes out of court. Unless otherwise agreed, contracts are commonly governed by the law of the Vendor’s country.Some general pointsOther matters to be considered when drawing up a contract are packing, inspection and tests. In the case plant and heavy machinery, there will be drawings and descriptive documents, and such questions as working conditions and safety regulations while erecting the plant.

Modul: Travelling on Business - Poslovna putovanjaNaziv jedinice: Booking AccommodationBOOKING ACCOMMODATIONOne of the very significant items in business is traveling. Businessmen, who want to make personal contacts with their present or future partners, must travel a lot. Many trade fairs are held in different countries all over the world and a great deal of business executives visit them in order to study the market possibilities for increasing their firm’s sales in other countries.There are some things that should be done before a businessman goes on a business trip: he should prepare all the travel documents; book the tickets and the hotel accommodation.When reserving accommodation, the hotel will be asked to confirm the booking and the price of the room. If you are going to Britain it is important to know if the price of the room includes VAT, service charges and meals. The hotel will usually include this information in its reply. VAT (Value Added Tax) is a tax on value which is added to raw material when they become finished products. It is charged on products and services bought and used in England.Modul: Travelling on Business - Poslovna putovanjaNaziv jedinice: Choosing a HotelCHOOSING A HOTELThe most important thing when choosing a hotel for an international meeting is the meeting room or rooms. For example, you may need a large room where everyone can be together for presentations, and smaller meeting rooms for informal group discussions.Then, if people are coming from different countries, you need to find out about rooms for them to stay in. These should be spacious and comfortable, and have facilities for using e-mail and laptops, as people have to keep in touch with their offices even when they are away.The next point is amenities for hotel guests- things like a bar, a good quality restaurant and fitness and sports facilities. These are important because delegates need to be able to relax after a long day of meetings and get to know each other in informal situations.Finally, for an international meeting where delegates are coming from different countries, it can be very useful to choose a hotel which has good transport connections with the nearest airport. This can save everybody a lot of time.Karl Davidson is organizing the next project team meeting so he has booked rooms at the Crowne Hotel which is near the Park Avenue and quite close to the airport. Right now, he’s receiving a call from the manager of the hotel.Patricia Could I speak to Mr Davidson, please?Karl Yes, this is he.Patricia Oh, good afternoon, Mr Davidson. My name is Patricia Callahan from the Crowne Hotel. You rang me yesterday about a meeting you are organizing.Karl Yes, the meeting in New York.Patricia That’s right. I’m getting back to you with some prices.Karl OK, I’m listening.Patricia Prices for the rooms first. For five people for two nights, it’s a total of $2,180. That’s our group rate.Karl OK.Patricia And for a meeting room for two days, it’s $150 per day. That includes a buffet lunch, soft drinks and coffee.Karl Yes, that’s very nice. I will write it all down, including your name. You said Patricia …Patricia Yes, Patricia Callahan, it’s C-A-double L-A-H-A-N.Karl Well, thank you very much, Ms Callahan. We’ll get back to you.Patricia Thank you. Have a nice day.Modul: MemorandumNaziv jedinice: MemorandumMEMORANDUM (MEMO)Whether you need to bring something to another person`s attention, provide news or guidelines on a company policy, or are trying to get something done and delivered to you, you need to send a memo about it. You can`t afford to be wordy. Neither you nor the receiving party has the time to waste. When you keep correspondence concise, you increase the chances that your text will actually be read!When to Send a Memo If you want to track a project or a developing situation. Anything that requires a paper trail of any sort, or will be going into a file, should be done in hard copy. In this way, you may also collect signatures, initials, or other notations that help you in your tracking and provide clear-cut evidence of the status of your project.If you`re providing guidelines or procedures for informational purposes. This sort of memo tends to be somewhat more detailed. The receiver may choose to post it for reference or photocopy it and share it with others. If you`re summarizing a conversation or incident, emphasizing an important point of discussion, or making an announcement. Especially if the discussion was an important one, the document is probably something that will go into a file; therefore, a hard copy adds formality.If you`re drawing attention to an issue that needs resolution. Personal choice: If the memo is going out to a number of people, the hard copy is probably best. If you are directing it toward one particular person and you want to keep it private, then you might find e-mail to be more effective.Some Valuable PointersSome pointers will apply to any memo that you may write. Following are just a few to bear in mind:

Put the main message of your memo at the very beginning; then elaborate or explain, but briefly.When your memo`s message is of crucial importance, don`t hesitate to emphasize or even repeat your primary point in the last paragraph or last line.Provide relevant information, for example, where certain forms might be obtained, or whom to contact for questions or further information.When naming a specific person or department as a contact point, be sure to include a phone extension or room number (or both).Provide explanations when they`re called for - i.e., why it is necessary to carry out a particular task, or the reasons one must complete certain forms, etc.Be specific about what you want or need. For example, when asking for a certain piece of documentation or information, describe exactly what is needed so there can be no doubt in the mind of the memo`s receiver.When providing guidelines or explaining a policy, don`t get into too much detail; just summarize the most important points, then indicate where further information may be obtained.When describing a meeting or incident, provide a detailed (but brief) history of what occurred.State clearly when something of importance has been attached to a memo; it may become separated in transit, therefore it`s safer to note the attachment.Modul: Reports - IzveštajiNaziv jedinice: General Information on Business ReportsGENERAL INFORMATION ON BUSINESS REPORTSReports, like proposals, are a standard part of business writing and are situationally defined. That is, what is included in a report, the type of report written, and the organization of a report are determined by the situation that gives rise to the report. Despite their variety, however, all reports have one thing in common: they are a description of a task, project, or research activity either at its completion or at some mid-point to summarize your actions.Good report writing includes the ability to plan the layout and organization of the report; you must decide what elements are useful in the report and how to include them so that they form an effective framework for the material and information you wish to relate to your reader. Short reports and those that are standardized don`t require a great deal of special arrangement of the material. However, longer reports or special reports must contain elements that require special attention.In addition to the information or material you wish to communicate, these elements include cover letters or memos, letters of transmittal, title pages, tables of contents, headings, summaries, formal and standard introductions, conclusions, special instructions, glossaries, appendixes, recommendations--in addition to the body of the report. Not all reports contain all of these elements. You must decide which to include by the context and situation in which you are writing and by your reader`s needs.Reports often go hand-in-hand with proposals as they tell of the progress of the proposed project or describe the proposed project at its conclusion. Reports also summarize the conclusion of a research or other type of project. Finally, reports can be short or long, formal or informal.Quite often, reports have a transmittal memo or letter that identifies the report and explains the key points. The memo or letter can also describe the situation that gave rise to the report. Do not worry about the report and the transmittal letter/memo containing the same information--they will. Reports and their transmittal documents are often separated as they travel from reader to reader, thus need to be redundant. In addition, the different sections of a report must stand alone--even if this seems repetitive. Some readers will only read one section of your report, so each section must be complete.Formal reports usually contain the following elements:Letter of TransmittalTitle PageTable of ContentsExecutive SummaryFormal IntroductionSection or Division IntroductionsBody: Methods, Facts, Discussion, Objectives, Results, Criteria, Alternatives, Evaluation(depending on the type of report you are writing--see below)ConclusionRecommendationBibliography/ReferencesAppendixesModul: Reports - IzveštajiNaziv jedinice: Writing ReportsWRITING BUSINESS REPORTSBusiness reports are used mainly in organisations, and it is valuable for any executive to develop an effective report writing style. Business reports come in many forms, from lengthy formal reports to the shorter variations used within departments. Therefore, the writing style should reflect the nature of the report content.Structure of Formal ReportsIn general, long formal reports follow a recognised structure, made up of a title page, table of contents, executive summary, introduction section, the main body of the report, conclusions section, recommendations and appendices.

The title page, as its name suggests, identifies the report, so that it can be distributed to those individuals who are authorised to receive it. This page should be attractively laid out, as it is the first page that the reader sees, and first impressions are important!Table of Contents lists the main sections or chapters that appear in the report and the page number for each.The executive summary plays an important role in the business report. Its function is to provide busy individuals with an overview of the report contents. Therefore, the summary should be interesting enough to encourage the executive to return to the report when he/she is less busy! It should contain the objective(s) of the report, main findings, conclusions or recommendations.The introduction should set out the aims and objectives of the report and provide background information about the matter being investigated or discussed.Main body of report presents the main findings concerning the report’s subject matter. These findings should be laid out in a clear and logical fashion, so that it is easy for the reader to follow the author(s) train of thought. It is usual to put the most important findings at the beginning of the section. In the conclusions section, the main findings are emphasized and they should be fair and unbiased. It describes the purpose of the report, your conclusions and how you reached them.Recommendations for further action should be presented in order of importance and be written in a very precise manner, so that the readers are clear about the author’s intentions.There are times when large amounts of data or statistics can not be easily inserted into the main findings. Therefore, this information can be placed in an appendix at the end of the report. The appendix is for material which readers only need to know if they are studying the report in depth. Relevant charts and tables should go in the discussion where readers can use them. Only put them in an appendix if they would disrupt the flow of the report. Clear references should be made to the appendix in the main body of the report. This approach is very valuable where several long tables of data must be contained in the report.There are various types of business reports like Progress Reports, Feasibility reports or Empirical Research reports. Progress report tells us if the work is progressing as planned. It also tells of the results thus far and explains what needs to be done and what progress is to be expected.Feasibility reports explain how reasonable and appropriate the decision-making criteria are. They explain the methods used to collect the information or material and allows the reader to determine that the facts are reliable.Empirical research reports explain why the research project is important, give any necessary background information and describe what you are trying to discover or find out.Modul: CVNaziv jedinice: CV WritingCV WRITINGThe word Curriculum Vitae literally translated means the story of your life. The words Curriculum Vitae are usually abbreviated to CV or C.V. and you will sometimes see it incorrectly written in lower case as c.v. or cv. The possessive form of Curriculum Vitae / CV should be written as Curriculum Vitae`s or C.V.`s or CVs, but not as c.v.`s or cv`s.Your CV is a very important document; with it rest your hopes and dreams for the future - that next step up the career ladder, a better position, more money, new challenges, etc. Your CV therefore has to represent the best you have to offer if you do not want to miss out on that job you saw which was `perfect` for you.These days employers often receive a lot of CVs for each advertised position - jobs advertised in national papers can often attract hundreds of applicants. So your CV has to be just that little bit special to stand out if you want to obtain interviews. The good news (for you) is that most people do not know how to write a CV and only spend a short time preparing a CV. Writing professional CVs is a skill, which these people have not learnt.Of course your CV can continue to work in your favour even after it has obtained an interview for you. It can help you at an interview by carefully focusing the interviewer`s mind on your good points and on your achievements. Once you have left the interview it will continue to work in your favour as the interviewer will probably reread it before making a decision, either on who should be invited to the second interview stage or who the job should be offered to.When it comes to salary negotiations a well written CV can help. If your CV conveys your full worth you are likely to get a higher salary offer than you might have done with a poorer CV. So do not skimp on the time you spend on writing a CV as it will probably be a false economy.CV WRITING TECHNIQUESMOST IMPORTANTLY, ALWAYS THOROUGHLY PROOF-READ YOUR CV or ASK SOMEONE TO DO IT FOR YOU BEFORE SENDING IT TO EITHER AN AGENCY OR A POTENTIAL EMPLOYER.Make sure your CV is well laid out so that it is immediately easy to read and understand. Leave plenty of white space.Use concise, unambiguous sentences, avoid exaggerations and a flowery writing style. Do not make false claims; honesty is always the best policy.Bullet points are useful to highlight relevant skills and experience and help break up continuous text.Depending on your experience, two pages is an ideal length.Stress your past accomplishments and the skills you used to get the results you achieved.Focus on information which is relevant to your own career goals.If you are making a career change, stress what skills are transferable to support your new career objectives.Put your highest level of education first.Put your most recent job first and work backward chronologically in time.Ensure all dates are accurate.

Explain any long career gaps (i.e. travelling, maternity leave etc)Describe what you did 90% of the time, not 10% of the time.Avoid references to hobbies, activities and memberships which are not business related or have no relevance to your current career goals or job objectives.If you are preparing a CV for a specific vacancy, explain why you would be good at the position for which you are applying.Modul: Job Interview - Razgovor za posaoNaziv jedinice: InterviewINTERVIEW"People will forget what you said, people will forget what you did, but people will never forget how you made them feel." - UnknownWhen going on an interview, you want to present yourself to your best advantage. This is your chance to let the people interviewing you learn about your skills, knowledge, and strengths as present yourself for the first time. How do you do this?First ImpressionsAppearance counts, and is the basis for forming first impressions of a person. A neat, well-groomed appearance in an appropriate business suit comes across much better than casual clothes, or inappropriate make up and jewelryFriendly, open people are also perceived more positively. When first meeting the employer, greet them with a firm handshake, a smile, and look them in the eyes. Listen attentively and don`t interrupt.Be On TimeBeing late does not impress interviewers, and creates the impression that you would arrive late to work. So try to get to the interview on time, or even a few minutes early. This will give you a chance to do a last minute check on your appearance in the restroom, and to fill out any paperwork.Do Your HomeworkOne thing that will positively impress not only the recruiter, but also managers who may interview you, is knowledge about their company. Take the time to research the company, and be familiar with terms used in the industry that you are interviewing for. Being familiar with the company products, the services that they offer, and who their major competitors are will show that you have a real interest in the company.Bring several copies of your resume (2 or 3) in a folder or portfolio since you may meet with several people during the interview. A cover sheet with personal references should accompany it.Do your homework BEFORE the interview. This will make sure that you can:Answer Their Questions WellDuring an interview, you will present yourself well if you answer the questions completely and concisely (nodding or grunting "yes" and "no" to questions, or rumbling for a half hour when asked about your experience are both equally bad). Instead, well thought out answers that demonstrate your skill and strengths as they relate to the position you are interviewing for will come across much more favorably.Be as positive as possible during the interview. Do NOT speak negatively of a former employer, even if they are the worst possible, since this will be considered a problem area with you, or a bad attitude.Be honest, and NEVER lie or try to avoid answering. Do NOT say, "You can find that on my resume" since they are interested in YOU and how you interact with others, and your personal knowledge base. They can read the resume later. But do make sure that all information on your resume is correct, since the company will check on references, dates and job information.Ask Intelligent QuestionsAfter answering their questions, asking good (i.e. relevant) questions of your own will also create a good impression.You might ask the employer to describe the job in more detail. You should also have several questions written down to refer to, based on the background research you have already done to prepare for the interview.Ask the employer what he or she is looking for in an employee, or the three most important things they are looking for in the person they hire. Then, listen attentively to the answers. Find out why the position is open.Your questions should focus on the job, the company, and what the employer wants or needs, not salary or benefits at this point. Do NOT ask the interviewer "Why should I work for you?" or "How much will you pay me?" since this puts them on the defensive, and creates the impression that you are only self-serving or mercenary.Practice Makes PerfectIt is a good idea to practice an interview before actually going to one. This will give you a chance to work on answering questions, listening, and getting feedback on your body language. See if a friend or co-worker can help you by asking you both standard and "surprise" interview questions that make you think and answer spontaneously. Include some hard ones as well.Modul: Job Interview - Razgovor za posaoNaziv jedinice: What Employers WantWHAT EMPLOYERS WANT"Successful people are always looking for opportunities to help others. Unsuccessful people are always asking, `What`s in it for me?`" - Brian TracyWhat are employers looking for in employees? What traits are considered valuable?Many surveys have been done in the past to determine what employers are looking for in employees. Certain attributes show up consistently in these surveys. The number one trait that employers stated that they wanted in employees was:A good attitudeIn this day of rush and hurry, and impoliteness, good people skills and the ability to communicate well with others is extremely valued in the workplace.

Team players are needed, and employers are looking for those with the ability to work well with others. This means being able to work well with others and being supportive of co-workers, instead of sabotaging them or trying to make others "look bad" (often at the expense of the project or task). It also means respecting the thoughts and opinions of coworkers.Criticizing, blaming, or being known as "difficult" is not okay in today`s workplace. Smiling, communicating well, and knowing how to be gracious and flexible is highly valued. Employers consider a positive outlook and enthusiasm for the job important, as well as taking responsibility for one`s actions and personal integrity. Employers are looking for employees that they can trust, and whom they believe will do a good job.Self-esteem and confidence are considered part of a positive outlook. Employees with a good attitude will contribute towards reaching the company`s goals, and adapt well to the culture of the workplace.The ability to work hardThis probably comes as no surprise, but the hard working and productive employee is highly valued by employers (and has the best chance of being hired during interviews). This means being willing to do occasional overtime when required, or doing your best work (and not taking frequent breaks or "goofing off") when on the job.This trait is also related to self-motivation and the desire to succeed. Employers stated in surveys that the self-driven employee who wants to achieve success at work (and takes the necessary steps to ensure it) usually does.Product knowledgeEmployers value the employee who takes an interest in their company, and understands thoroughly the product or expertise that is the basis of company profits. They also consider enthusiasm and a high opinion of the company and the position positive qualities. Learning above and beyond the "minimum", being able to help customers, and actively seeking to increase the company client base are other valued traits according to employers.The job seeker can demonstrate this enthusiasm and interest in the company by doing "homework" before a job interview, researching the company, its products, its client base, and possibly having ideas on marketing or increasing production.Modul: MarketingNaziv jedinice: What is MarketingWHAT IS MARKETING?What exactly is marketing and why is it important to you as an entrepreneur? Simply stated, marketing is everything you do to place your product or service in the hands of potential customers. It includes diverse disciplines like sales, public relations, pricing, packaging, and distribution. In order to distinguish marketing from other related professional services, S.H. Simmons, author and humorist, relates this anecdote."If a young man tells his date she`s intelligent, looks lovely, and is a great conversationalist, he`s saying the right things to the right person and that`s marketing. If the young man tells his date how handsome, smart and successful he is -- that`s advertising. If someone else tells the young woman how handsome, smart and successful her date is -- that`s public relations."You might think of marketing this way. If business is all about people and money and the art of persuading one to part from the other, then marketing is all about finding the right people to persuade.Marketing is your strategy for allocating resources (time and money) in order to achieve your objectives. Yet the most brilliant strategy won`t help you earn a profit or achieve your wildest dreams if it isn`t built around your potential customers. A strategy that isn`t based on customers is rather like a man who knows a thousand ways to make love to a woman, but doesn`t know any women. Great in theory but unrewarding in practice.If you fit the classic definition of an entrepreneur (someone with a great idea who`s under-capitalized), you may think marketing is something you do later -- after the product is developed, manufactured, or ready to sell.Though it may feel counter-intuitive, marketing doesn`t begin with a great idea or a unique product. It begins with customers -- those people who want or need your product and will actually buy it.Entrepreneurs are in love with their ideas, and they should be. After all, why would anyone commit their energy, life savings, and no small part of their sanity to anything less than a consuming passion. Because entrepreneurs are passionate about their idea, product, or service, they innocently assume other people will feel the same. Here`s the bad news -- it just doesn`t work that way!People have their own unique perceptions of the world based on their belief system. The most innovative ideas, the greatest products, or a superior service succeed only when you market within the context of people`s perceptions. So, turn to the customers - that’s where it all begins.Modul: MarketingNaziv jedinice: Marketing ConceptHOW TO DEVELOP A MARKETING CONCEPTUnfortunately, there is still a misunderstanding about the word marketing. Many people, including top executives, use it as a sophisticated term for selling. Marketing representative is commonly used in ads to recruit salespeople. Actually, marketing is a way of managing a business so that each critical business decision is made with full knowledge of the impact it will have on the customer.Here are some specific ways in which the marketing approach differs from the classic, or sales, approach to managing a business.In the classic approach, engineers and designers create a product, which is then given to salespeople who are told to find customers and sell the product. In the marketing approach, the first step is to determine what the customer needs or wants. That information is given to designers who develop the product and finally to engineers who produce it. Thus, the sales approach only ends with the customer, while the marketing approach begins and ends with the customer.

The second major difference between the sales and marketing approaches is the focus of management. The sales approach almost always focuses on volume while the marketing approach focuses on profit.In short, under the classic (sales) approach the customer exists for the business, while under the marketing approach the business exists for the customer.The marketing concept is a management plan that views all marketing components as part of a total system that requires effective planning, organization, leadership and control. It is based on the importance of customers to a firm, and states that:- All company policies and activities should be aimed at satisfying customer needs.- Profitable sales volume is a better company goal than maximum sales volume.- In order to conduct a successful marketing program you must be able to answer the following questions:1. What type of business are you in (manufacturing, merchandising or service)?2. What is the nature of your product (s) or service(s)?3. What market segments do you intend to serve? (Describe the age, sex, income level and life-style characteristics of each market segment.)4. What strategies will you use to attract and keep customers?ProductPricePlacePromotionPersuasion (personal selling)5. What is your unique selling proposition (USP)?6. Who is your competition, and what will you do to control your share of the market?Modul: MarketingNaziv jedinice: Advertising VictimDON’T BECOME AN ADVERTISING VICTIMSpending a fortune on advertising and getting only meagre returns, is a common frustration amongst small business owners, mainly because advertising is not always the right marketing tactic.Many small businesses spend huge amounts of money on advertising because of a mis-informed belief that it will pay off in the long run. Advertising, if done properly, can pay off handsomely. But it is often a dead loss.Generally speaking, the adverts we notice in the media are for products we already know about – Toyota, Sony, Coca Cola etc. These companies spend fortunes on advertising so that they retain top-of-mind awareness and market leadership. Top companies do a good job of this.It is possible to increase market awareness of your product or service through advertising, but you need to be a market leader and a big spender. Unilever spends US$3.0bn a year on advertising and its business continues to thrive. But this type of marketing just doesn’t work for small businesses.We are exposed to up to 3,000 advertising messages a day. Our capacity to absorb information on products and services advertised by small business is very limited, simply because of information overload. As the quantity of media surrounding us increases, small-business advertising becomes increasingly invisible.According to Dan Kennedy, the renowed marketing trainer, you are an advertising victim when you write out a cheque for placing an ad and you have no idea whether it was a good business decision or not. Sadly, many small business owners who advertise fall into this category. The way adverts are usually written means that there is no way of measuring how effective they are.You can increase response to your adverts by including a compelling time-limited offer and a call to action. This gives readers a reason to take immediate action and means that you can measure the effectiveness of your ads. By making a free try-before-you-buy offer, you are able to extend response to your ad into a multi-stage follow-up process.By counting the requests for the free offer you get after an advert, you are able to measure the effectiveness of your advertising spend.The hardest part, of course, is getting prospects to respond to your ad in the first place. An advert doesn’t give people enough information to form an opinion about your business. This is why adverts often get no response.For small businesses, marketing success is the result of building relationships with prospective and existing customers. By positioning yourself as an expert, you win the credibility and confidence that prospects require before parting with their money. And this is where Public Relations techniques are very powerful.People who are ready to buy a product or service look for information to support the buying decision. So making suitable information available enables you to attract ready-to-buy prospects. You do this by issuing press releases, writing & publishing articles, using speaking opportunities and networking.Websites provide marvellous opportunities for making useful information available to prospective customers and building relationships remotely. The best part about doing PR is that it costs very little. And PR material can be reused over and over again.Advertising is a bit like firing a gun. The explosive effect is short lived and repeated firing is very expensive. Public Relations is more like building a foundation. The bricks are cheap, they last a long time and the foundation is a solid support for other marketing activities.So next time you think about advertising, consider using Public Relations to get your message across. It is might mean more work, but it is a lot cheaper and pays off handsomely in the long run.Modul: Meetings - SastanciNaziv jedinice: Business Meetings in English

BUSINESS MEETINGSThe following dialogue is an example of a typical business meeting. As you can see from the dialogue, a typical business meeting can be divided into five parts:1. Introductions Meeting Chairman: If we are all here, let`s get started. First of all, I`d like you to please join me in welcoming Jack Peterson, our Southwest Area Sales Vice President.Jack Peterson: Thank you for having me, I`m looking forward to today`s meeting.Meeting Chairman: I`d also like to introduce Margaret Simmons who recently joined our team.Margaret Simmons: May I also introduce my assistant, Bob Hamp.Meeting Chairman: Welcome Bob. I`m afraid our sales director, Anne Trusting, can`t be with us today. She is in Japan at the moment, developing our Far East sales force.2. Reviewing Past BusinessMeeting Chairman: Let`s get started. We`re here today to discuss ways of improving sales in rural market areas. First, let`s go over the report from the last meeting which was held on June 24th. Right, Tom, over to you.Tom Robbins: Thank you Mark. Let me just summarize the main points of the last meeting. We began the meeting by approving the changes in our sales reporting system discussed on May 30th. After briefly revising the changes that will take place, we moved on to a brainstorming session concerning after sales customer support improvements. You`ll find a copy of the main ideas developed and discussed in these sessions in the photocopies in front of you. The meeting was declared closed at 11.30.3. Beginning the MeetingMeeting Chairman: Thank you Tom. So, if there is nothing else we need to discuss, let`s move on to today`s agenda. Have you all received a copy of today`s agenda? If you don`t mind, I`d like to skip item 1 and move on to item 2: Sales improvement in rural market areas. Jack has kindly agreed to give us a report on this matter. Jack?4. Discussing ItemsJack Peterson: Before I begin the report, I`d like to get some ideas from you all. How do you feel about rural sales in your sales districts? I suggest we go round the table first to get all of your input.John Ruting: In my opinion, we have been focusing too much on urban customers and their needs. The way I see things, we need to return to our rural base by developing an advertising campaign to focus on their particular needs.Alice Linnes: I`m afraid I can`t agree with you. I think rural customers want to feel as important as our customers living in cities. I suggest we give our rural sales teams more help with advanced customer information reporting.Donald Peters: Excuse me, I didn`t catch that. Could you repeat that, please?Alice Linnes: I just stated that we need to give our rural sales teams better customer information reporting.John Ruting: I don`t quite follow you. What exactly do you mean?Alice Linnes: Well, we provide our city sales staff with database information on all of our larger clients. We should be providing the same sort of knowledge on our rural customers to our sales staff there.Jack Peterson: Would you like to add anything, Jennifer?Jennifer Miles: I must admit I never thought about rural sales that way before. I have to agree with Alice.Jack Peterson: Well, let me begin with this Power Point presentation (Jack presents his report).Jack Peterson: As you can see, we are developing new methods to reach out to our rural customers.John Ruting: I suggest we break up into groups and discuss the ideas we`ve seen presented.5. Finishing the MeetingMeeting Chairman: Unfortunately, we`re running short of time. We`ll have to leave that to another time.Jack Peterson: Before we close, let me just summarize the main points:o Rural customers need special help to feel more valued.o Our sales teams need more accurate information on our customers.o A survey will be completed to collect data on spending habits in these areas.o The results of this survey will be delivered to our sales teamsMeeting Chairman: Thank you very much Jack. Right, it looks as though we`ve covered the main items. Is there any other business?Donald Peters: Can we fix the next meeting, please?Meeting Chairman: Good idea Donald. How does Friday in two weeks time sound to everyone? Let`s meet at the same time, 9 o`clock. Is that OK for everyone? ... Excellent. I`d like to thank Jack for coming to our meeting today and giving the presentation. The meeting is closed.Modul: Running a Meeting - Vođenje sastankaNaziv jedinice: IntroductionsBUSINESS ENGLISH: RUNNING A MEETINGThe following phrases are used to conduct a meeting. These phrases are useful if you are called on to conduct a meeting.One of the most common requirements of business English is holding meetings in English. The following sections provide useful language and phrases for conducting meetings and making contributions to a meeting.Meetings generally follow a more or less similar structure and can be divided into the following parts:I - IntroductionsII - Reviewing Past BusinessIII - Beginning the MeetingIV - Discussing Items

V - Finishing the MeetingI - IntroductionsOpeningGood morning/afternoon, everyone.If we are all here, let`s get started / start the meeting / start.Welcoming and IntroducingPlease join me in welcoming (name of participant)We`re pleased to welcome (name of participant)I`d like to extend a warm welcome to (name of participant) It`s a pleasure to welcome (name of participant)I`d like to introduce (name of participant)Stating the Principal ObjectivesWe`re here today to ... I`d like to make sure that we ... Our main aim today is to ...I`ve called this meeting in order to ...Giving Apologies for Someone Who is AbsentI`m afraid.., (name of participant) can`t be with us today. She is in...Unfortunately, (name of participant) ... will not be with us today because he ...I have received apologies for absence from (name of participant), who is in (place).Modul: Running a Meeting - Vođenje sastankaNaziv jedinice: Beginning the MeetingBUSINESS ENGLISH: RUNNING A MEETINGThe following phrases are used to conduct a meeting. These phrases are useful if you are called on to conduct a meeting.One of the most common requirements of business English is holding meetings in English. The following sections provide useful language and phrases for conducting meetings and making contributions to a meeting.Meetings generally follow a more or less similar structure and can be divided into the following parts:I - IntroductionsII - Reviewing Past BusinessIII - Beginning the MeetingIV - Discussing ItemsV - Finishing the MeetingIII - Beginning the MeetingIntroducing the AgendaHave you all received a copy of the agenda?There are X items on the agenda. First, ... second, ... third, ... lastly, ...Shall we take the points in this order?If you don`t mind, I`d like to go in order today.Let’s skip item 1 and move on to item 3 I suggest we take item 2 last.Allocating Roles (secretary, participants)(name of participant) has agreed to take the minutes. (name of participant), would you mind taking the minutes?(name of participant) has kindly agreed to give us a report on ...(name of participant) will lead point 1, (name of participant) point 2, and (name of participant) point 3.(name of participant), would you mind taking notes today?Agreeing on the Ground Rules for the Meeting (contributions, timing, decision-making, etc.)We will first hear a short report on each point, followed by a discussion of ...I suggest we go round the table first. Let`s make sure we finish by ...I`d suggest we ...There will be five minutes for each item.We`ll have to keep each item to 15 minutes. Otherwise we`ll never get through.Modul: Running a Meeting - Vođenje sastankaNaziv jedinice: Finishing the MeetingBUSINESS ENGLISH: RUNNING A MEETINGThe following phrases are used to conduct a meeting. These phrases are useful if you are called on to conduct a meeting.One of the most common requirements of business English is holding meetings in English. The following sections provide useful language and phrases for conducting meetings and making contributions to a meeting.Meetings generally follow a more or less similar structure and can be divided into the following parts:I - IntroductionsII - Reviewing Past BusinessIII - Beginning the MeetingIV - Discussing Items

V - Finishing the MeetingV - Finishing the MeetingSummarizingBefore we close today`s meeting, let me just summarize the main points.Let me quickly go over today`s main points.To sum up, …OK, why don`t we quickly summarize what we`ve done today.In brief, ...Shall I go over the main points?Finishing UpRight, it looks as though we`ve covered the main items.If there are no other comments, I`d like to wrap this meeting up.Let`s bring this to a close for today.Is there Any Other Business?Suggesting and Agreeing on Time, Date and Place for the Next MeetingCan we set the date for the next meeting, please?So, the next meeting will be on ... (day), the . . . (date) of.. . (month) at ...Let`s next meet on ... (day), the . . . (date) of.. . (month) at ...What about the following Wednesday? How is that?Thanking Participants for AttendingI`d like to thank Marianne and Jeremy for coming over from London.Thank you all for attending.Thanks for your participation.Closing the MeetingThe meeting is finished, we`ll see each other next ...The meeting is closed.I declare the meeting closed.

Modul: Leadership - LiderstvoNaziv jedinice: Lessons about Leadership - VocabularyNouns (imenice):leadership - liderstvoinitiative - inicijativatip - savet skill- veštinaability - sposobnostownership - vlasništvobowling - kuglanjemilestone - prekretnicadarts - igra pikadafeedback - povratna informacijaenvironment - okruženje,sredinadistraction - ometanjeemployee - zaoposleniemployment - zaposlenjeoccasion - prilikaresume - rezime, biografijaguidance - rukovođenje,vođenjeapathy - ravnodušnost, apatijaraise - povišicarecognition - priznanjesuperior - pretpostavljeniaward - nagradareview - pregled, izveštajVerbs (glagoli):hire - zaposliti, angažovatioverestimate - precenitisubmit - priznati, predati semake sure - uveriti se, pobrinuti se zaput in - ulagatipay off - isplatiti setreat - tretirati

provide - obezbediti, datireward - nagraditibeat - pobediti, nadmašiti, biti boljireach - stići do, dosegnutihold meeting - držati sastanakinquire - pitati, ispitivaticome out - otkriti se, ispostaviti sedevise a solution - smisliti rešenjedouble - udvostručitioccur - desiti secelebrate - proslaviticommend - pohvaliticriticize - kritikovatiaffect - pogoditi, imati uticaj nacondemn - osuditipraise - hvalitiplace – staviti, smestitithrive on - biti stimulisan nečimgain - dobitidedicate - posvetiti Adjectives and adverbs (pridevi i prilozi):tied to - vezan zaadditional - dodatniat times - povremeno, s vremena na vremeapproachable- raspoložen za razgovor / druženjeat least - bareminformal - neformalandistracted - ometanseparate - odvojenappropriate - odgovarajućiproperly - ispravno, na pravi načinquarterly - kvartalnoimmense - ogromanmeaningful - smislen

Modul: E-business - Elektronsko poslovanjeNaziv jedinice: What`s E-Business - Vocabulary

Nouns (imenice):order processing system - sistem slanja narudžbina

commerce - trgovinareliability - pouzdanostself-service - samo-uslugaaccount - računenquiry - zahtev, upitdot.com businesses - firme na Internetuavalanche - lavina’’denial-of-service’’ attack - napad odbijanja da se nešto uradiassault - napadblow - udaracimpact - udarac, efekatVerbs (glagoli):streamline - osavremeniticome across - naići na...

undergo - pretrpetitransact - obaviti, izvestire-invent - ponovo stvoritianticipate - predvidetioverwhelm - preplavitifacilitate - olakšavatipersonalize - personalizovatisecure - obezbeditiAdjectives and adverbs (pridevi i prilozi):key - glavnirapid - brzfake - lažanprominent - istaknut, važanlasting - krajnji, konačni

Modul: Negotiation - PregovaranjeNaziv jedinice: Negotiation Skills - VocabularyNouns (imenice):negotiation - pregovor, pregovaranjeemployer - poslodavacsalary - platadispute - sporcoworker - kolega, saradnikinventory - inventar, popisnegotiator - pregovaračsuspicion - sumnjacommitment - obavezaconfidence - pouzdanje, poverenjeexpression - izrazinflection - promenaresearch - istraživanjepros and cons - za i protivsettlement - dogovorrange - područjeVerbs (glagoli):negotiate - pregovaratisolve - rešitihandle - rešiti, rukovoditi, snalaziti se saget over - završiti, prevazićigive in - predati segive away - odatidamage - oštetiti, naškoditidread- užasavati semasquerade - maskirati sehonor - poštovatidevelop - razvititurn off - isključitideepen - produbitiuncover - otkritistand for - stajati umestoconduct - upravljati, voditiwalk away - udaljiti sereach an agreement - postići sporazumdrop - pastigain - dobitiincrease - povećavati se, rastifacilitate - olakšatiAdjectives and adverbs (pridevi i prilozi):no matter - bez obziraadversarial - neprijateljski raspoložensophisticated - prefinjen, sofisticirantrustworthy - vredan poverenjaexternal - spoljašnji, eksterniinner - unutrašnji

nonverbal - neverbalnivulnerable - ranjivafterwards - kasnijepredictable - predvidljiv