Angleščina 4 Ustni del poklicne mature ETE ETP

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ANGLEINA

GRADIVO ZA STROKOVNI DELPREDAVANJ IN USTNI DEL

IZPITA NA POKLICNI MATURI

PROGRAM: EKONOMSKI TEHNIK

Pripravila, zbrala in uredila: Kristina Milanovski Brumat

September 2012
http://www.cene-stupar.si/srednje_sole/stran/kozmetichni-tehnik-ssi/novi_programihttp://www.cene-stupar.si/srednje_sole/stran/kozmetichni-tehnik-ssi/novi_programi


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Contents

1. VOCABULARY/TEXTS/SITUATIONS ......................................................................................... 2

20 Questions Before Starting ............................................................................................................. 2

10 Steps to Starting a Business ........................................................................................................... 3

Writing Effective Job Descriptions ...................................................................................................... 4

Introduction to a Company People and Workplaces ....................................................................... 5

Company Structure ............................................................................................................................ 6

Writing Notes and Reports ................................................................................................................. 7

The process of solving commercial problems ..................................................................................... 8

What is marketing? .......................................................................................................................... 10

Doing business online: the basics ..................................................................................................... 11

Unethical behaviour in doing business ............................................................................................. 12

Job descriptions ................................................................................................................................ 14

Company profile ............................................................................................................................... 17

What is a company profile? .............................................................................................................. 18

8 Rules for Good Customer Service.................................................................................................. 19

2. TALKING ABOUT THOUGHTS AND QUOTES .......................................................................... 22

3. TALKING ABOUT PHOTOS /PICTURES ................................................................................... 23

4. ROLE PLAY .......................................................................................................................... 27


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1.VOCABULARY/TEXTS/SITUATIONS

20

Questions Before Starting

cobal tpm.com

So youve got what it takes to be an entrepreneur? Now, ask yourself these 20questions to make sure youre thinking about the right key business decisions:

1. Why am I starting a business?2. What kind of business do I want?3. Who is my ideal customer?4. What products or services will my business provide?5. Am I prepared to spend the time and money needed to get my business

started?6. What differentiates my business idea and the products or services I will

provide from others in the market?7. Where will my business be located?8. How many employees will I need?9. What types of suppliers do I need?10. How much money do I need to get started?11. Will I need to get a loan?12. How soon will it take before my products or services are available?13. How long do I have until I start making a profit?14. Who is my competition?15. How will I price my product compared to my competition?16. How will I set up the legal structure of my business?17. What taxes do I need to pay?18. What kind of insurance do I need?

19. How will I manage my business?20. How will I advertise my business?

Adapted from articles athttp://www.sba.gov

Exercise: Check any unknown words and try to answer the questions for your

business or the company/firm that you are working in at the moment.
http://cobaltpm.com/how-to-get-started-in-project-management/http://cobaltpm.com/how-to-get-started-in-project-management/http://www.sba.gov/content/entrepreneurship-youhttp://www.sba.gov/http://www.sba.gov/http://www.sba.gov/http://www.sba.gov/http://www.sba.gov/content/entrepreneurship-youhttp://cobaltpm.com/how-to-get-started-in-project-management/


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10 Steps to Starting a Business

Starting a business involves planning, making key financial decisions and completing

a series of legal activities. These 10 easy steps can help you plan, prepare andmanage your business. Click on the links to learn more.

Step 1: W rite a Busin ess Plan

Use these tools and resources to create a business plan. This written guide will helpyou map out how you will start and run your business successfully.Step 2: Get Business A ssistance and Train ing

Take advantage of free training and counseling services, from preparing a businessplan and securing financing, to expanding or relocating a business.Step 3: Choose a Business Lo cat ion

Get advice on how to select a customer-friendly location and comply with zoninglaws.Step 4: Finance Your Bu siness

Find government backed loans, venture capital and research grants to help you getstarted.Step 5: Determin e the Legal Structu re of Your B usin ess

Decide which form of ownership is best for you: sole proprietorship, partnership,Limited Liability Company (LLC), corporation, S corporation, non-profit orcooperative.Step 6: Register a Bus iness Name (" Doing B usin ess As" )

Register your business name with your state government.Step 7: Get a Tax Identif icatio n Number

Learn which tax identification number you'll need to obtain from the IRS and yourstate revenue agency.Step 8: Regis ter for State and Lo cal Taxes

Register with your state to obtain a tax identification number, workers' compensation,unemployment and disability insurance.Step 9: Obtain Busin ess Licenses and Permits

Get a list of federal, state and local licenses and permits required for your business.Step 10: Und erstand Emplo yer Resp on sib i l i t ies

Learn the legal steps you need to take to hire employees.

Adapted from articles athttp://www.sba.gov
http://www.sba.gov/content/templates-writing-business-planhttp://www.sba.gov/content/templates-writing-business-planhttp://www.sba.gov/category/navigation-structure/counseling-traininghttp://www.sba.gov/category/navigation-structure/counseling-traininghttp://www.sba.gov/content/tips-choosing-business-locationhttp://www.sba.gov/content/tips-choosing-business-locationhttp://www.sba.gov/category/navigation-structure/loans-grants/small-business-loans/sba-loan-programshttp://www.sba.gov/category/navigation-structure/loans-grants/small-business-loans/sba-loan-programshttp://www.sba.gov/content/business-structure-and-tax-implicationshttp://www.sba.gov/content/business-structure-and-tax-implicationshttp://www.sba.gov/content/register-your-fictitious-or-doing-business-dba-namehttp://www.sba.gov/content/register-your-fictitious-or-doing-business-dba-namehttp://www.sba.gov/content/getting-tax-identification-numberhttp://www.sba.gov/content/getting-tax-identification-numberhttp://www.sba.gov/content/learn-about-your-state-and-local-tax-obligationshttp://www.sba.gov/content/learn-about-your-state-and-local-tax-obligationshttp://www.sba.gov/content/obtaining-business-licenses-permitshttp://www.sba.gov/content/obtaining-business-licenses-permitshttp://www.sba.gov/content/10-steps-hiring-your-first-employeehttp://www.sba.gov/content/10-steps-hiring-your-first-employeehttp://www.sba.gov/http://www.sba.gov/http://www.sba.gov/http://www.sba.gov/http://www.sba.gov/content/10-steps-hiring-your-first-employeehttp://www.sba.gov/content/obtaining-business-licenses-permitshttp://www.sba.gov/content/learn-about-your-state-and-local-tax-obligationshttp://www.sba.gov/content/getting-tax-identification-numberhttp://www.sba.gov/content/register-your-fictitious-or-doing-business-dba-namehttp://www.sba.gov/content/business-structure-and-tax-implicationshttp://www.sba.gov/category/navigation-structure/loans-grants/small-business-loans/sba-loan-programshttp://www.sba.gov/content/tips-choosing-business-locationhttp://www.sba.gov/category/navigation-structure/counseling-traininghttp://www.sba.gov/content/templates-writing-business-plan


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www.bizstartsmilwaukee.com

Exercise: Check any unknown wordsand give a short summary of the steps in

your own words.

There are a number ofavailable programs to assist start-ups, micro businesses, andunderserved or disadvantaged groups.

Environmentally-Friendly "Green" Business

Home-Based Business

Online Business

Self Employment

Exercise: explain what the above given businesses are like and talk about a few of

their characteristics or specialities.

Writing Effective Job Descriptions

Job descriptions are an essential part of hiring and managing your employees. Jobdescriptions also:

Help attract the right job candidatesDescribe the major areas of an employees job or positionServe as a major basis for outlining performance expectations, job training, jobevaluation and career advancementProvide a reference point for compensation decisions and unfair hiringpractices

Overview

A job description should be practical, clear and accurate to effectively define yourneeds. Good job descriptions typically begin with a careful analysis of the importantfacts about a job such as:

Individual tasks involvedThe methods used to complete the tasksThe purpose and responsibilities of the jobThe relationship of the job to other jobsQualifications needed for the job

What to IncludeJob descriptions typically include:

Job titleJob objective or overall purpose statement
http://www.bizstartsmilwaukee.com/GettingStarted2.htmhttp://www.sba.gov/content/starting-green-businesshttp://www.sba.gov/content/home-based-businesshttp://www.sba.gov/content/setting-online-businesshttp://www.sba.gov/content/self-employed-independent-contractorshttp://www.sba.gov/content/self-employed-independent-contractorshttp://www.sba.gov/content/setting-online-businesshttp://www.sba.gov/content/home-based-businesshttp://www.sba.gov/content/starting-green-businesshttp://www.bizstartsmilwaukee.com/GettingStarted2.htm


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managers have their own individual offices, but most employees work in open planoffices (area where many people work together). Administration (informally called admin) is

often done in offices by administrative staff or support staff. In some larger companies,

there is a human resource department, which deals with recruitment, pays etc. In this area,

lower positions are called human resources whereas higher positions are called human

resources management. The name of this department can also be the personneldepartment.

Exercise 1: Choose the best word from the words in the brackets to fill the gap.

1. We have 150 people on our __________ (recruitment/business/payroll).

2. Our main office is in Bratislava, but we have __________ all over the country(companies/places/sites).

3. Mrs. Kook is in charge of training in the human __________ department (resources/staff/support).

4. Our _________ department is responsible for recruitment. (employee/worker/personnel)

Mr. Kook is the head of the ____________ team (staff/ management/organization).

Company Structure

a) Departments

There are nationalized companies belonging to the state, on the other hand there areprivate companies, which can be small firms with one owner, or large firms withthousands of shareholders.

A company can be divided into five functional areas of activities, namely, Human

Resources, Production, Distribution, Planning & Engineering and Public Relations .

The Human Resources and Public relations activities are conducted at the Main Office while

the Production, Distribution and Planning activities are conducted at the production plant.

The organizational structure of some larger companies is very hierarchical with a board of

directors at the top and the various departmental heads reporting to them. Often the only

time shareholders can influence the board is at the yearly shareholders meeting.

us.123rf.com
http://www.123rf.com/photo_13355082_organizational-business-chart-showing-various-business-departments.htmlhttp://www.123rf.com/photo_13355082_organizational-business-chart-showing-various-business-departments.html


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Parts Elements

IntroductionObjective or terms of reference

Procedure

BodyFindings

Final sectionConclusions

Recommendations

Appendices

Every formal written report should have this structure. In some cases, you may need to haveelements such as recommendations or appendices, sometimes they are not necessary.

Exercise: use the exercises in the ROLE-PLAY chapter and give reports on specific topics.

The process of solving commercial problems

The four main problem areas are as follows: 1.product problems concerning e.g. quality,

wrong size, etc., 2. delivery problems usually late or incomplete delivery, 3. service

problems e.g. low standards of provided service, 4. payment problems e.g. unpaid

bills, not followed terms of payment, etc.

Exercise: Look at the phases below and decide which problem area they correspond to.

A. Im afraida late delivery is not a matter solved in my department.

B. Let me make sure Ive got that. You are saying that the total cost was wrong.

C. This invoice hasnt been paid yet!

D. Thats entirely my fault. It looks I misspelt your address.

E. We have a small problem here. The model of the device does not correspond to our

order

F. For the time being, I suggest you write a complaint and explain what you called poorservice...

G. Well replace all the faulty parts.

H. I may be able to suggest an answer to how to improve the quality of your serviceproviders

I. Im really sorrybut the order went out too late. The parcel should arrive in a day.

J. Im not happy about your after-sales services.

K. There is a major problem with the receipt you sent me.

L. It just does not work.


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Making it clear

When you receive a complaint or any other important information, it is very important to

double-check the information to make sure it isaccurate. These are some useful phrases

that should help you.

I see, just a moment/second/minute.

Can you go through that again, please?

Could you please slow down and speak up?

Let me see if I have understood.Youre saying that

Let me run through this again.Youre saying that

Let me check that Ive got it right.Youresaying that

Playing for Time

Most of problems cannot be solved at once. We might need time to find the right solution, to

think about our possibilities, to verify some information, ask questions, etcYou can use the

following:

Ill see what I can do

Leave it with me

Ill get back to you as soon as possible

Ill have to ask my boss first.

Ill have to check this with my client first.

Apologizing/Denying the Responsibility

You have to be helpful and polite, even when denying responsibility for the problem.

Im really sorry, but

I sympathize, but

I see the problem, but

Im afraid I cannot accept the responsibility for...

Accepting responsibility

We will arrange a refund/ replacement.

We'll look into the problem right away.

We'll find a solution to the problem and get back to you as soon as possible.


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Some other ways of promotional activities:

A specia l of fer(e.g.: discount or reduced price)

A f ree samp le(small amount of a product to taste or try)

A free gift(given with the product)

Compet i t ion w i th pr izes

Cross-promot ion(you buy 1 product and you are recommended to buy anotherthat may go with it)

Product endorsement(famous people recommend a product)

Lo yalty cards(usually given by supermarkets; the more you spend, the morepoints you get and you can exchange them for free goods)

Adapted from the online course Teaj angleine za direktorje available with VERLAG DASHFER

Doing business online: the basics

Getting your business online can provide new opportunities and benefits. There aremany different ways to do business online, and it's a good idea to consider whichones might suit your business.

Depending on yourproducts and your customers, you might plan to run your entirebusiness online. Or you might decide to provide just some of your services online.

Your customers will expect you to have a website where they can find informationabout your business, such as contact details and what products or services you offer.

This is an overview of several aspects of doing business online that you shouldconsider.

Benefits of doing business onlineProviding your services onlineBuying onlineSelling onlineCreating a website

Promoting your business onlineLegal obligations for online businessOnline security and fraud

http://www.business.qld.gov.au

Exercise: Explain the underlined words and discuss briefly the aspects of doing

business online.
http://www.business.qld.gov.au/business/starting/business-startup-options/business-online-basicshttp://www.business.qld.gov.au/business/starting/business-startup-options/business-online-basicshttp://www.business.qld.gov.au/business/starting/business-startup-options/business-online-basics/benefits-business-onlinehttp://www.business.qld.gov.au/business/starting/business-startup-options/business-online-basics/services-onlinehttp://www.business.qld.gov.au/business/starting/business-startup-options/business-online-basics/buying-onlinehttp://www.business.qld.gov.au/business/starting/business-startup-options/business-online-basics/selling-onlinehttp://www.business.qld.gov.au/business/starting/business-startup-options/business-online-basics/creating-websiteshttp://www.business.qld.gov.au/business/starting/business-startup-options/business-online-basics/promoting-onlinehttp://www.business.qld.gov.au/business/starting/business-startup-options/business-online-basics/legal-obligations-onlinehttp://www.business.qld.gov.au/business/starting/business-startup-options/business-online-basics/online-security-fraudhttp://www.business.qld.gov.au/business/starting/business-startup-options/business-online-basics/online-security-fraudhttp://www.business.qld.gov.au/business/starting/business-startup-options/business-online-basics/legal-obligations-onlinehttp://www.business.qld.gov.au/business/starting/business-startup-options/business-online-basics/promoting-onlinehttp://www.business.qld.gov.au/business/starting/business-startup-options/business-online-basics/creating-websiteshttp://www.business.qld.gov.au/business/starting/business-startup-options/business-online-basics/selling-onlinehttp://www.business.qld.gov.au/business/starting/business-startup-options/business-online-basics/buying-onlinehttp://www.business.qld.gov.au/business/starting/business-startup-options/business-online-basics/services-onlinehttp://www.business.qld.gov.au/business/starting/business-startup-options/business-online-basics/benefits-business-onlinehttp://www.business.qld.gov.au/business/starting/business-startup-options/business-online-basicshttp://www.business.qld.gov.au/business/starting/business-startup-options/business-online-basics


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static5.depositphotos.com

Adapted from the article Top 10 Unethical Business Actions athttp://listverse.com

Exercise: Look at the examples of unethical behaviour in doing business and the

pictures above. Explain and discuss each of them in short.

JOB DESCRIPTIONS

Managers job description

1) Sets objectives. The manager sets goals for the group, and decides what workneeds to be done to meet those goals.

2) Organizes. The manager divides the work into manageable activities, and selectspeople to accomplish the tasks that need to be done.

3) Motivates and communicates. The manager creates a team out of his people,through decisions on pay, placement, promotion, and through his communicationswith the team.

4) Measures. The manager establishes appropriate targets and yardsticks, andanalyzes, appraises and interprets performance.

5) Develops people. With the rise of the knowledge worker, this task has taken on

added importance. In a knowledge economy, people are the companys mostimportant asset, and it is up to the manager to develop that asset.

Here's a list of the eight tasks of management:

Analyzing - Figuring things out

Organizing - Designing processes and practices, and the org chart

Planning and scheduling - Budgeting, establishing priorities, and decidingwhat happens when.

Negotiating - Self-explanatory
http://depositphotos.com/4954915/stock-illustration-Corruption-concept.htmlhttp://listverse.com/http://listverse.com/http://listverse.com/http://listverse.com/http://depositphotos.com/4954915/stock-illustration-Corruption-concept.html


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manipulating complex statistical data;

arranging both in-house and external events

Purchasing manager's job description

seeking reliable vendors or suppliers to provide quality goods at reasonablepricesnegotiating prices and contractsreviewing technical specifications forraw materials, components, equipment orbuildingsdetermining quantity and timing of deliveries (more commonly in smallcompanies)forecasting upcoming demandMaintain records of goods ordered and received.Locate vendors of materials, equipment or supplies, and interview them in

order to determine product availability and terms of sales.Prepare and process requisitions and purchase orders for supplies andequipment.Control purchasing department budgets.Interview and hire staff, and oversee staff training.Review purchase order claims and contracts for conformance to companypolicy.

Marketing managers job description

A marketing manager may do some or all of the following:

organise and analyse market research and surveys, and generate reports onproducts, services, consumers and salesmonitor customer demand, sales, goods produced and/or services deliveredhelp develop new products and services using research, customer feedbackand other methods of information gatheringidentify and implement communication strategies, such as advertisingcampaigns, to attract customersidentify target markets and work out how to deliver a message to particulargroupsprepare marketing plans, including budgets and progress reportsdecide on pricing and special deals for goods and servicesanalyse customer feedback and monitor customer satisfaction

Exercise: Check the vocabulary, summarize the main tasks of each job and give a

description of your job position.
http://en.wikipedia.org/wiki/Vendor_(supply_chain)http://en.wikipedia.org/wiki/Raw_materialshttp://en.wikipedia.org/wiki/Raw_materialshttp://en.wikipedia.org/wiki/Vendor_(supply_chain)


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8 Rules for Good Cu stom er Service

Good Customer Service Made Simple

Good customer service is the lifeblood of any business. You can offer promotionsand slash prices to bring in as many new customers as you want, but unless you can

get some of those customers to come back, your business won't be profitable forlong.

Good customer service is all about bringing customers back. And about sendingthem away happy - happy enough to pass positive feedback about your businessalong to others, who may then try the product or service you offer for themselves andin their turn become repeat customers.

If you're a good salesperson, you can sell anything to anyone once. But it will be yourapproach to customer service that determines whether or not youll ever be able tosell that person anything else. The essence of good customer service is forming arelationship with customers a relationship that that individual customer feels that hewould like to pursue.

How do you go about forming such a relationship? By remembering the one truesecret of good customer service and acting accordingly; "You will be judged by whatyou do, not what you say."

I know this verges on the kind of statement that's often seen on a sampler, butproviding good customer service IS a simple thing. If you truly want to have goodcustomer service, all you have to do is ensure that your business consistently does

these things:

1) Answer your phone.

Get call forwarding. Or an answering service. Hire staffif you need to. But make surethat someone is picking up the phone when someone calls your business. (Notice Isay "someone". People who call want to talk to a live person, not a fake "recordedrobot".)

2) Don't make promises unless you will keep them.

Not plan to keep them. Will keep them. Reliability is one of the keys to any goodrelationship, and good customer service is no exception. If you say, Your new
http://sbinfocanada.about.com/cs/marketing/g/custserv.htmhttp://sbinfocanada.about.com/od/humanresources/a/hiringemployees.htmhttp://sbinfocanada.about.com/od/humanresources/a/hiringemployees.htmhttp://sbinfocanada.about.com/cs/marketing/g/custserv.htm


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8) Throw in something extra.

Whether it's a coupon for a future discount, additional information on how to use theproduct, or a genuine smile, people love to get more than they thought they weregetting. And dont think that a gesture has to be large to be effective. The local art

framer that we use attaches a package of picture hangers to every picture he frames.A small thing, but so appreciated.

If you apply these eight simple rules consistently, your business will become knownfor its good customer service. And the best part? The irony of good customer serviceis that over time it will bring in more new customers than promotions and priceslashing ever did!

http://sbinfocanada.about.com

Exercise: Read the article. Make sure you know how to explain all the underlined

words. Then discuss in short every of the eight steps explaining the importance of it,

giving examples of good practice, etc.
http://sbinfocanada.about.com/http://sbinfocanada.about.com/


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2.TALKING ABOUT THOUGHTS AND QUOTES

Read the quotes/thoughts below. Explain their meaning and talk about whether you

agree or disagree with them.

Because we don't think about future generations, they will neverforget us.Henrik Tikkanen

Don't blow it - good planets are hard to find.Quoted in Time

Modern technology

Owes ecologyAn apology.

Alan M. Eddison

The computer was born to solve problems that did not existbefore.Bill Gates

The Internet is the world's largest library. It's just that all the

books are on the floor.John Allen Paulos

The customer is always right.

Good customerservice is your small business's best competitive

advantage.

Price is what you pay. Value is what you get.

Warren Buffett

In business, sir, one has no friends, only correspondents.

Alexandre Dumas

Quality attracts qualityAnonymous
http://sbinfocanada.about.com/od/customerservice/a/custservrules.htmhttp://www.cloverquotes.com/by/warren-buffetthttp://www.cloverquotes.com/by/alexandre-dumashttp://www.cloverquotes.com/by/anonymoushttp://www.cloverquotes.com/by/anonymoushttp://www.cloverquotes.com/by/alexandre-dumashttp://www.cloverquotes.com/by/warren-buffetthttp://sbinfocanada.about.com/od/customerservice/a/custservrules.htm


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A brand is the perception that you are the only one who can solvetheir particular problem.

AJ Kessler

Marketing is the cost you pay for lousy products.Sergey Brin

...One of the interesting findings of the study is the stress involvedin running a small business. They found that it was thrice as stressful(38%) as raising children (13%) and almost thrice to stay happilymarried (15%). (Could that be because these business owners havegreat marriages and children or because they cede that effort to their

spouse?)...Taken from an article at http://www.adjuvancy.com

3.TALKING ABOUT PHOTOS /PICTURES

Look at the picture(s) /photo(s) and describe it/them. Then give your opinion on it and

the topic that it/they relate to.

ontopinternetmarketing.com
http://www.cloverquotes.com/by/aj-kesslerhttp://www.cloverquotes.com/by/sergey-brinhttp://www.cloverquotes.com/by/sergey-brinhttp://www.cloverquotes.com/by/aj-kessler


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usmilitary.com csedweek.org

3vdesign.com

en.wikipedia.org


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img682.imageshack.us

it.dreamstime.com
http://lisandru.cn/wallpapers/business-statistics.htmlhttp://it.dreamstime.com/fotografie-stock-profit-loss-image21518903http://it.dreamstime.com/fotografie-stock-profit-loss-image21518903http://lisandru.cn/wallpapers/business-statistics.html


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http://www.nccommerce.com


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5. Look at the statistics diagram below and give a short presentation on the topic.

http://www.adjuvancy.com
http://www.adjuvancy.com/http://www.adjuvancy.com/


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6. Look at the information given below and explain the topic. Interpret thestatistical data for Murray & Roberts.

TIP-OFFS ANONYMOUS

To support our commitment to conducting business honestly and with integrity,we subscribe to a service that allows all employees to report anonymously anyunethical behaviour or dishonesty in the workplace. The hotline is managed byDeloitte & Touche and is completely independent of Murray & Roberts. Allreports are investigated.

In the year under review, the hotline received 59 contacts, of which 24 reportswere generated (the breakdown of reports is provided below).

OFFENCE PROFILE BREAKDOWN

http://www.murrob-online.co.za/
http://www.murrob-online.co.za/murrob_ar2011/ov_governance.phphttp://www.murrob-online.co.za/http://www.murrob-online.co.za/http://www.murrob-online.co.za/murrob_ar2011/ov_governance.php


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8. Look at the information given below and give a short presentation of this

company which is your potential business partner.

Who are our customers?

Aggreko serves every industry that uses power and temperature control, making ourcustomer-base very diverse both in terms of geography and market segment. This is a greatadvantage, as it gives us some protection against problems in any one particular market. Andwe can quickly move resources to sectors and countries which are growing.

http://aggreko2011.html.investis.com
http://aggreko2011.html.investis.com/http://aggreko2011.html.investis.com/http://aggreko2011.html.investis.com/


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Angleščina 4 Ustni del poklicne mature ETE ETP