Comunicare in Afaceri in Limba Engleza
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comunicare...
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COMUNICARE ÎN AFACERI ÎN LIMBA ENGLEZĂ
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UNIVERSITATEA HYPERION FACULTATEA DE ŞTIINŢE ECONOMICE
COMUNICARE ÎN AFACERI ÎN
LIMBA ENGLEZĂ - SUPORT DE CURS ÎN FORMAT ID -
AUTOR: Lect.univ.dr. Dominte Carmen
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INTRODUCERE
Cursul de “ Comunicare în afaceri în limba engleză” se adreseză studenţilor înscrişi la programul de studiu ID, organizat de Facultatea de Ştiinţe Economice.
Însuşirea de către studenţi, sub aspect teoretic şi practic, a cunoştinţelor fundamentale privind componenţa, structura şi dinamica lexicului şi gramaticii limbii engleze contemporane. Formarea deprinderilor de folosi limbajul de specialitate în scop comunicativ şi dezvoltarea aptitudinilor de exprimare orală sau în scris. Iată deci care sunt obiectivele principale ale acestui curs, obiective concretizate în competenţele pe care le veţi dobândi după parcurgerea şi asimilarea sa:
însuşirea sub aspect teoretic şi practic a noţiunilor de baza si a conceptelor privind componenţa structura şi dinamica lexicului şi a gramaticii limbii engleze contemporane;
analiza principalelor concepte şi termeni necesari studiului limbii engleze contemporane; co ntemporane;
stimularea gandirii independente a cursantilor si crearea interesului acestora pentru cunoaşterea limbajului de specialitate;
dezvoltarea deprinderilor şi aptitudinilor de exprimare atât oral cât şi în scris pe baza cunoştinţelor dobândite.noţiunilor de comerţ şi corespondenţă comercială
capacitatea de analiză a limbajului de specialitate
dobândirea de cunoştinţe generale şi specifice în domeniul limbii engleze contemporane de specialitate
capacitatea de evaluare şi autoevaluare personală
capacitatea de a lucra în grupe şi în echipe
capacitatea de a transpune în practică cunoştinţele dobândite
dezvoltarea aptitudinilor de comunicare într -o limbă străină | | UniversitateaHyperion
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COMUNICARE ÎN AFACERI ÎN LIMBA ENGLEZĂ
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capacitatea de a lucra independent şi în grup preocuparea pentru obţinerea performanţei în activităţi interpersonale şi de grup
Cursul “Comunicare
în afaceri în limba engleză” este structurat în unsprezece unităţi de
învăţare (capitole), fiecare dintre acestea indicând următoarele elemente: timp estimativ de studiu pentru asimilarea informaţiei; competenţe specifice unităţii de învăţare; cuprins al unităţii de învăţare; teme de control; bibliografie specifică unităţii de învăţare.
– constă în evaluarea finală, concretizată prin examenul susţinut în Evaluarea cunoştinţelor – constă perioada de sesiune.
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COMUNICARE ÎN AFACERI ÎN LIMBA ENGLEZĂ
CUPRII NS CUPR NSUL UL SUPOR UPORTU TU L UI D E CURS I.
a re nr. 1 Unitatea de învăţ are
–
STRUCTURE AND
PRESENTATION
I.1. Letterheads
10
I.2. References
11
I.2.1. Per pro
11
I.3. Company position
12
I.4. Enclosures
12
I.5. Tema de control a unităţii de învăţ are nr. 1
12
I.6. Bibliografiaspecificăunităţii de învăţ are nr. 1
12
II.
a re nr . 2 - CONTENT AND STYLE Unitateade învăţ are
II.1. First paragraph
15
II.2. Middle paragraph
15
II.3. Final paragraph
15
II.4. Simplicity
16
II.5. Abbreviation
16
II.6. Figures
16
II.7. Tema de control a unităţii de învăţ are nr. 2
16
II.8. Bibliografiaspecificăunităţii de învăţ are nr. 2
17
III.
a re nr . 3 Unitatea de învăţ are - ENQUIRIES
III.1. Opening
19
III.2. Asking
19
III.3. Suggesting
19
III.4. Closing
20
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COMUNICARE ÎN AFACERI ÎN LIMBA ENGLEZĂ III.5. Tema de control a unităţii de învăţ are nr. 3
20
III.6. Bibliografiaspecificăunităţii de învăţ are nr. 3
21
IV.
Unitatea de învăţ are a re QUOTATIONS IV.1. Replies to letters of enquiry
nr.
4
-
REPLIES
AND
22
IV.2. Quotations
24
IV.3. Tema de control a unităţii de învăţ are nr. 4
25
IV.4. Bibliografiaspecificăunităţii de învăţ are nr. 4
26
V.
Unitatea de învăţ are a re nr . 5 – – ORDERS
V.1. Placing an order
27
V.2. Advice on despatch
28
V.3. Tema de control a unităţii de învăţ are nr. 5
28
V.4. Bibliografiaspecificăunităţii de învăţ are nr. 5
28
VI.
5
Unitatea de învăţ are a re nr . 6 – – PAYMENT
VI.1. Invoices
30
VI.2. Statements of account
30
VI.3. Settlements of accounts – methods of payments : home trade
30
VI.4. Settlements of accounts – methods of payments : foreign trade
32
VI.5. Tema de control a unităţii de învăţ are nr. 6
33
VI.6. Bibliografiaspecificăunităţii de învăţ are nr. 6
34
VII.
Unitatea de învăţ are a re ADJUSTMENTS VII.1. Writing general complaints
nr.
7 – COMPLAINTS COMPLAINTS
AND
35
VII.2. Replying to letters of complaints
36
u nităţii de învăţ are nr. 7 VII.3. Tema de control a unităţii
37
VII.4. Bibliografiaspecificăunităţii de învăţ are nr.7
37
a re nr. 8 – – CREDIT VIII. Unitatea de învăţ are
VIII.1. Forms of credit
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COMUNICARE ÎN AFACERI ÎN LIMBA ENGLEZĂ VIII.2. Requirements Requirements for granting
39
VIII.3. Asking for credit
39
VIII.4. Replying to requests for credit
40
VIII.5. Asking about crediting
41
VIII.6 . Tema de control a unităţii de învăţ are nr. 8
42
Bibliografiaspecificăunităţii de învăţ are nr. 8 VIII.7. Bibliografiaspecificăunităţii
42
IX.
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Unitatea de învăţ are a re nr . 9 – – BANKING
IX.1. Types of banks
43
IX.1.1. Merchant banks
44
IX.1.2. Commercial banks
44
IX.2. International banking
44
IX.2.1. Bills of exchange
44
IX.2.2. Documentary credits
45
IX.3. Tema de control a unităţii de învăţ are nr. 9
46
IX.4. Bibliografiaspecificăunităţii de învăţ are nr. 9
46
Unitatea de învăţ are a re nr . 10 10 – – TRANSPORTATION AND SHIPPING X.1. Road transport 49
X.
X.2. Rail transport
49
X.3. Air transport
49
X.4. Shipping
49
X.5. Documentation Documentation
50
X.6. Tema de control a unităţii de învăţ are nr.10
50
X.7. Bibliografiaspecificăunităţii de învăţ are nr. 10
50
XI.
Unitatea de învăţ are a re nr . 11 11 – – INSURANCE
XI.1. Insurance procedures
52
XI.2. Fire and accidents insurance
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COMUNICARE ÎN AFACERI ÎN LIMBA ENGLEZĂ XI.2.1. Fire insurance
53
XI.2.2. Accidents insurance
54
XI.2.3. Claims
54
XI.3. Tema de control a unităţii de învăţ are nr.11
55
Bibliografiaspecificăunităţii de învăţ are nr. 11 XI.4. Bibliografiaspecificăunităţii
55
XII. TESTUL DE AUTOEVALUARE XIII.
7
56
BIBLIOGRAFIA SPECIFICĂ ÎNTRGULUI SUPORT 57
DE CURS XIV. NOTIŢELE CURSANTULUI
58
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Unitatea
de
studiu
nr.
1:
D
STRUCTURE
AND
PRESENTATION Ti mpul de studiu i ndividual estimat: estimat: 3 h
Competenţele specifice unităţii de învăţare :
După studiul acestei unităţi de învăţare cursanţii vor putea:
să scrie corect adresa expeditorului şi adresa adresantului.
să folosească formulele de deschidere şi de încheiere înch eiere a unei scrisori economice.
să poziţioneze corect în pagină data, adresa, formulele de salut.
să poziţioneze corect adresa expeditorului şi adresa destinatarului d estinatarului pe plic.
Cuprinsul unităţii de învăţare :
I.1. Letterheads (pag. 10) I.2. References (pag. 11) I.2.1. Per pro (pag. 11) I.3. Company position(pag. 12) I.4. Enclosures (pag. 12)
I.5. Tema de control a unităţii nr. 1 (pag. 12) I.6. Bibliografia specifică unităţii nr. 1 (pag. 12)
1. The sender’s address In correspondence that does not have a printed letterhead, the senders’s address is written on the top right-hand side of the page.
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COMUNICARE ÎN AFACERI ÎN LIMBA ENGLEZĂ
2. The date It is written below the sender’s address, sometimes separated from it by a space.
3. The receiver’s address This is written below the sender’s address and on the opposite side of the page.
4. Order of inside addresses After the name of the person and/or company receiving the letter, the order and style of the addresses are: name of house or building, number of building and name of street or road, name of town and postcode, name of country.
5. Salutations Dear Sir opens opens a letter written to a man whose name you do not know. Dear know. Dear Sirs is Sirs is used to address the company. Dear company. Dear Sir or Madam is Madam is used to address a person of whom you know neither the name nor the sex.
6. Complemantary closes If the letter begins Dear begins Dear Sir, Dear Sirs, Sirs, Dear Madam or Dear Siror Madam Madam,, it will close with Yours faithfully. faithfully. If the letter begins with a personal name, Dear Mr James, Dear Mrs Mrs Robinson, Robinson, it will close with Yours sincerely. sincerely.
7.
Signatures Always the typed name will be placed after the handwritten signature.
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Example:
Worick House, Worick Street, Forest Hill London SE 23, 1 JF, UK Ms B. Kaases Bredgade 51 Copenhagen K Denmark Dear MsKaases, Thenk you for your enquiry which we received today. I am enclosing our ctalogue and the price list for the equipment you said you were interested in. I would like to draw your attention to pages 31-38 in the catalogue where you will find full details of the Omega range. We would welcome any further enquiries you have, and look forward to hearing from you. Yours sincerely p.p. Soundsonic Ltd. Ltd. D.Sampson Sales Manager
I.1. LETTERHEADS
The printed letterhead of a company gives a great deal of information information about it.
1. Type of company. The abreviation Ltd. After the company’s name tells that the company has limited liability, liability , which means that the individuals that own the company or part of it, i.e. the shareholders, are only responsible for their holding and no more than that if the company goes bankrupt. The abreviation PLC means Public means Public Limited Company and Company and | | UniversitateaHyperion
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COMUNICARE ÎN AFACERI ÎN LIMBA ENGLEZĂ it is used to show that the company’s shares can be brought by the public; Ltd continues to be used for private limited companies whose shares are not available. In the USA the term Incorporated term Incorporated - Inc. is used.
2. Board of Directors. Directors. The name of the Chairman, or, in the USA, the President, who runs the concern, will be given, as well as the names of the Directors, who decide the overall policy of the firm.
3. Addresses. In addition to the address of the office from which the letter is being sent, the letterhead may also give the address of the head office or registred office if different and the address of any branches or other offices the company owns.
4. Registered number. This usually appears in small print, sometimes with the country or city in which the company was registered. The VAT number (Value Added Tax) may also be given.
I.2. REFERENCES References are quated to indicate what the th e letter refers to (Your Ref.) and the correspondence to refer to when replying (Our Re f.)
I.2.1. PER PRO
The term per pro (p.p.) is sometimes used in signatures and means for means for and on behalf of .
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COMUNICARE ÎN AFACERI ÎN LIMBA ENGLEZĂ I.3. COMPANY POSITION
When signing on behalf of your company, compa ny, it is useful to indicate your position in the firm in the signature.
I.4.ENCLOSURES
If there are any enclosures, eg. Leaflets, prospectus, etc., with the letter, these may be mentioned in the body of the letter. But many firms in any case write Encl. or Enc. at the bottom of the letter, and if there are a number of documents, these are listed.
I.5.
TEMA DE CONTROL A UNITĂŢII NR. 1
Answer the questions:
a. Where should the references be written? b. What does Ltd. and PLC mean?
1.6. BIBLIOGRAFIA SPECIFICĂ UNITĂŢII NR.1 1. Ashley, A., Commercial Correspondence, Correspondence, Oxford University Press, Oxford, 1991, first published 1984. 2. Chiriacescu, Adriana; Mureşan, Laura; Barghiel, Virginia; Hollinger, Alexander, Corespondenţă de afaceri în limbile română şi engleză, engleză, Editura Teora, Bucureşti,
1996, prima ediţie 1994. | | UniversitateaHyperion
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COMUNICARE ÎN AFACERI ÎN LIMBA ENGLEZĂ 3. Godwin, Joy and Strutt, Lyn, Test Your business Vocabulary in use, AdvancedLevel, AdvancedLevel,
Cambridge
University
Press,
Cambridge,
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2005.
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Unitatea de studiu nr. 2:
CONTENT AND STYLE
Ti mp de studi u in dividual estimat: 2 h
Competenţele specifice unităţii de învăţare :
Dupăstudiul acestei unităţi de învăţare cursanţii vor putea:
să plănuiască să plănuiască conţiutul de idei al unei scrisori comerciale.
să poată încadra conţinutul de idei în lungimea optimă de redactare a unei scrisori comerciale.
să împartă ideile principale ale scrisorii în cele trei paragrafe recomandate
să se poată exprima cu acurateţe şi claritate în scris.
Cuprinsul unităţii de învăţare :
II.1. First paragraph (pag. 15) II.2. Middle paragraph (pag. 15) II.3. Final paragraph (pag. 15) II.4. Simplicity (pag. 16) II.5. Abbraviations (pag. 16) II.6. Figures (pag. 16) II.7. Tema de control a unităţii nr.2 (pag. 16 ) II.8. Bibliografia specifică a unităţii nr. 2 (pag. 17)
The length of the letter depends on the subject of the letter, it may be a simple subject, eg. thanking a customer for a cheque, or quite complicated, eg. 2011
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COMUNICARE ÎN AFACERI ÎN LIMBA ENGLEZĂ explaininghow a group insurance policy works. The style and the kind of language used can also affect the length.
II.1. FIRST PARAGRAPH PARAGRAPH The first paragraph sets the tone of the letter and gives the reader the first th or your letter dated 8 of July in which you impression, example: “Thank you f or
asked about our range of cosmetics. As you have probably seen in our advertisements in fashion magazines, we appeal to a wide group from the teenage market through to more mature woman, with our products being retailed in leading stor es es throughout the world.”
II.2. MIDDLE PARAGRAPH PARAGRAPH This is the main part of the letter and it concerns with the points that need to be made. In the middle paragraph of the letter, the planning is most important.
II.3. FINAL PARAGRAPH PARAGRAPH When closing the letter, you should thank the person for writing and encourage further enquiries or correspondence. You may also wish to restate one or two of the most important of the points you have made in the main part of the letter, examples:
“We are sure that you have made the right choice in choosing this particular line as it is proving to be a leading seller. If there is any advice or further information
you want, we shall be happy to supply it, and look forward to hearing from you.”
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COMUNICARE ÎN AFACERI ÎN LIMBA ENGLEZĂ II.4. SIMPLICITY Commercial correspondence often suffers from an old-fashioned style of English which complicates the message and gives the reader the feeling that he is reading a language he does not understand.
II.5. ABBREVIATIONS These are useful, but both parties need to know what the abbreviations stand for: c.i.f. means c.i.f. means cost, insurance and freight , f.o.b. means f.o.b. means free free on board , o.n.o. o.n.o. means or nearest offer . Some international organizations, eg. NATO, are known in all countries by the same set of initials, but many are not, eg. EEC (European Economic Community) and UNO (United Nations Organization).
II.6. FIGURES Numerical expressions ex pressions can c an also cause confusion. For, example, the decimal point in British and US usage is a full point rather than a comma as used in most continental European countries.
II.7. TEMA
DE CONTROL CONTROL A UNITĂŢII UNITĂŢII NR. 2
1. What should the first, the middle and the final paragraph contain?
2. Why the following letter is incorrect?
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COMUNICARE ÎN AFACERI ÎN LIMBA ENGLEZĂ „Dear Mr. Rohn, I have already written to you concerning your outstanding debt of 591.00 dollars.
This should have been cleared theree months ago. You don’t seem to want to cooperate in paying us, and therefore we will have to sue you if your debt is not cleared within the next ten days.”
II.8. BIBLIOGRAFIA
SPECIFICĂ UNITĂŢII NR. 2
1. Brookes, Michael and Horner, David, Business David, Business English, Engleza pentru afaceri, Editura Teora, Bucureşti, 1999.
2. Mascull, Bill, Business Bill, Business Vocabulary in Use, Use, Cambridge University Press, Cambridge, 2002.
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Unitatea de studiu nr. 3:
ENQUIRIES
Ti mpul de studiu i ndividual estimat: estimat: 2 h
Competenţele specifice unităţii de învăţare :
Dupăstudiul acestei unităţi de învăţare cursanţii vor putea:
să cunoască diferite tipuri de cereri
să redacteze scrisori comerciale adecvate fiecărui tip de cerere în parte.
să redacteze diferite răspunsuri pentru fiecare tip de cerere.
Cuprinsul unităţii de învăţare :
III.1. Opening (pag. 19) III.2. Asking (pag. 19) III.3. Suggesting (pag. 19) III.4 Closing (pag. 20) III.5. Tema de control a unităţii nr. 3 (pag. 20) III.6. Bibliografia specifică unităţii nr. 3 (pag. 21)
An enquiry can be made by telephone, telegram, telex or postcard. If you need to give more information about ypurself or ask the suplier for more information, you will need to write a letter.
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COMUNICARE ÎN AFACERI ÎN LIMBA ENGLEZĂ The contents of this will depend on three things: how well you know your supplier, whether your supplier is at home or abroad, and the type of goods you are enquiring about.
II.1. OPENING. Tell your supplier what sort of firm you are. How did you hear about the firm you are writing to.
II.2. ASKING Asking for catalogues, price-lists and prospectuses. It is not nec essary to give a lot of information about yourself, the enquiry can be done by postcard. Asking for details. You must be specific and state ex actly what you want. Asking for samples, patterns, demonstrations. Most suppliers are willing to provide samples or patterns so that you can make a selection.
II.3. SUGGESTING Suggesting terms, methods of payment, discounts. Although it is true that once a supplier has quoted a price and stated terms, he may be unwilling to change them, by suggesting your terms you would be indicating that certain conditions may persuade you to place an order.
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COMUNICARE ÎN AFACERI ÎN LIMBA ENGLEZĂ Asking for goods on approval or on sale or return. In either case the supplier would have to know the customer well, or would want trade references. He would also place a time limit on when the goods must be returned or paid for.
II.4. CLOSING
Usually a simple “thank you” is sufficient to close an enquiry. You may also mention that a prompt reply would be appreciated. You can also indicate further business or other lines you would be interested in if you think they could be supplied.
Example of a short enquiry: Dear Sir, Please would you send me your Spring catalogue and price-list quoting c.i.f. prices, Bombay? Thank you. Yours faithfully,
III.5. TEMA DE CONTROL A UNITĂŢII NR.3
1. Write a short enquiry requesting for a catalogue and pice list.
2. What kind of request is this letter?
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COMUNICARE ÎN AFACERI ÎN LIMBA ENGLEZĂ „Dear Sir, Could you please send me details of your tubeless tyres which are being advertised in
garages around the country? I would appreciate app reciate a prompt reply quoting trade price.”
III.10. BIBLIOGRAFIA SPECIFICĂ UNITĂŢII NR. 3
1. Aspinall, Tricia and Bethell, George, Test Your Business Vocabulary in Use, Use, Intermediate Level , Cambridge University Press, Cambridge, 2007, first published 2003.
2. Godwin, Joy and Strutt, Lyn, Test Your business Vocabulary in use, AdvancedLevel , Cambridge University Press, Cambridge, 2005.
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Unitatea de studiu nr. 4:
REPLIES AND QUOTATIONS
Ti mpul de studiu i ndividual estimat: estimat: 2 h
Competenţele specifice unităţii de învăţare :
Dupăstudiul acestei unităţi de învăţare cursanţii vor putea:
să să poată redacta scrisori de confirmare pentru diferite subiecte.
să poată sugera în scris diferite alternative pentru diferite tipuri de cereri
să stabilească în scris termeni şi metode de plată.
să stabilească în scris termeni ficşi şi termeni negociabili.
să poată exprima în scris diferite moduri de estimare.
Cuprinsul unităţii de învăţare :
IV.1. Replies to letters of enquiry (pag. 22) IV.2. Quotations (pag. 24) IV.3. Tema de control a unităţii nr.4 (pag. 25) IV.4. Bibliografia specifică unităţii nr. 4 (pag. 26)
IV.1. REPLIES TO LETTERS OF ENQUIRY a. Opening. Mention your prospective customer’s name. Thank the writer for his enquiry, mention the date of his letter and quote any other references that appear.
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COMUNICARE ÎN AFACERI ÎN LIMBA ENGLEZĂ b. Confirming that you can help. Let the writer know as soon as possible if you have the product or can provide the service he is enquiring about. c. Selling your product. A simple answer that you have the goods in stock is not enough. Mention one or two selling pointsof your product, including any guarantees you offer. d. Suggesting the alternatives. If you do not have what the enquirer has asked for, but have an alternative, offer it to him. e. Referring the customer elsewhere. Your correspondent may be asking about a product you do not make or a service you do not give. If this is so, tell him and if possible refer him elsewhere. f.
Catalogues, price-lists, prospectuses, samples.
Make sure that you enclose current catalogues and price-lists if you are sending them. g. Closing. Always thank the customer for writing to you. You should also encourage further enquiries.
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IV.2. QUOTATIONS a. Prices. When a manufacturer, wholesaler or retailer quotes a price, he may or may not include other costs and charges such as transport, insurance, taxes. Prices which include these extra costs are known as gross prices, those which include them are known as net prices. b. Transport and insurance costs. The following list includes the abreviations that explain which price is being quoted to the customer.
Ex-works. The buyer will have to pay all the costs once the goods
have left the factory, mill or warehouse.
F.o.r. (free on rail). The price quoted covers the costto the nearest
railway station.
F.a.s (free alongside ship). There are no extra charges up to taking the
goods to the side of the ship.
F.o.b. (free on board). Loading on to the ship is included in the price
quoted.
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C&f. (cost and freight). The price includes cost and shipping to the
destination mentioned.
C.i.f. (cost, insurance and freight). The price includes all the costs up
to the named destination.
Ex-ship . The price includes delivery to the port named.
Franco quay.
The price incldes all the costs up to the importer’s
deockside.
Carriage paid. Charges will be paid by the sender.
Carriage forward. The transport charges are paid by the receiver.
c. Methods of payment. These methods may be letter of credit, bill of exchange, etc. d. Fixed terms and negotiable terms. The terms are quoted in two ways: by stating your price and discounts without leaving room for negotiation, or by implying that the customer could write again and discuss them.
IV.3. TEMA DE CONTROL A UNITĂŢII NR. 4
1. Mention the extra costs that are to be carried by the buyer.
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COMUNICARE ÎN AFACERI ÎN LIMBA ENGLEZĂ 2. Write a letter of reply to the buying agent who wrote on behalf of the principals in Canada. The agent made no reference to any particular line of chinaware she was interested in, nor mentioned terms. The letter is in the nature of a sales trade.
IV.4. BIBLIOGRAFIA SPECIFICĂ UNITĂŢII NR. 4
Chiriacescu, Adriana; Mureşan, Laura; Barghiel, Virginia; Hollinger, Alexander, Corespondenţă de afaceri în limbile română şi engleză, Editura Teora, Bucureşti,
1996, prima ediţie 1994.
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Unitatea de studiu nr. 5:
ORDERS
Ti mpul de studiu i ndividual estimat: estimat: 2 h
Competenţele specifice unităţii de învăţare :
Dupăstudiul acestei unităţi de învăţare cursanţii vor putea:
să să poată redacta o comandă în scris.
să poată cere în scris informaţii despre modalităţile de plată.
să solicite informaţii despre metodele împachetare şi transport.
să poată refuza în scris o comandă.
Cuprinsul unităţii de învăţare :
V.1. Placing an order (pag. 27) V.2. Advice on despatch (pag. 28) V.3. Tema de control a unităţii nr. 5 (pag. 28) V.4. Bibliografia specifică unităţii nr. 5 (pag. 28)
V.1. PLACING AN ORDER
Orders are usually written on a company’s official order form which has a date and a reference number that should be quoted in any correspondence which refers to the order. UniversitateaHyperion | |
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COMUNICARE ÎN AFACERI ÎN LIMBA ENGLEZĂ a. Opening. Explain there is an order accompanying the letter. b. Payment. Confirm the terms of payment c. Delivery. Confirm the delivery dates. d. Methods of delivery. Many firms use forwarding agents. e. Closing. Encourage further orders.
V.2. ADVICE OF DESPATCH When the supplier has made up the order and arranged shipment, the customer is informed of this in an advice.
V.3. TEMA DE CONTROL A UNITĂŢII NR. 5 1. Identify the following order:
„Thank you for your order (No.DR4317) which we are now making up. We have all the items in stock and will be advising you in the near future.” 2. Is only the bad reputation the reason why a company could refuse an order?
V.4. BIBLIOGRAFIA SPECIFICĂ UNITĂŢII NR. 5 Aspinall,Tricia and Bethell, George, Test Your Business Vocabulary in Use, Use, Intermediate Level , Cambridge University Press, Cambridge, 2007, first published 2003. UniversitateaHyperion | |
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COMUNICARE ÎN AFACERI ÎN LIMBA ENGLEZĂ
Unitatea de studiu nr. 6:
PAYMENT
Ti mpul de studiu i ndividual estimat: estimat: 3 h
Competenţele specifice unităţii de învăţare :
Dupăstudiul acestei unităţi de învăţare cursanţii vor putea:
să să completeze facturi şi ştate de plată.
să poată redacta scrisori cu privire la metodele de plată pentru comerţul intern şi pentru comerţul extern.
să poată redacta scrisori de înştiinţare.
să poată răspunde în scris la cererile de amânare a plăţii.
Cuprinsul unităţii de învăţare:
VI.1.Invoices(pag. 30) VI.2.Statements of account(pag. 30) VI.3. Settlements of accounts – methods methods of payment: home trade (pag. 30) VI.4. Settlements of accounts – methods methods of payment: foreign trade (pag. 32 ) VI.3. Tema de control a unităţii nr. 6 (pag. 33) VI.4. Bibliografia specifică unităţii nr. 6 (pag. 34)
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COMUNICARE ÎN AFACERI ÎN LIMBA ENGLEZĂ VI.1. INVOICES Invoices are requests for payment and also records of transactions which give both the buyer and the seller information about what has been bought or sold, the terms of the sale and details of the transaction.
VI.2. STATEMENTS OF ACCOUNT A supplier may grant his customer credit in the form of the open account facilities for an agreed period of time. The statement includes the balance on the account, which is brought forward from the previous period and listed as Account Rendered. Invoices and debit notes are added while payments and credit notes are deducted.
VI.3. SETTLEMENTS OF ACCOUNTS - METHODS OFPAYMENT: HOME TRADE a. Postal order. It is used for small amounts and sent to the supplier direct. b. Stamps. It is unusual in business.
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COMUNICARE ÎN AFACERI ÎN LIMBA ENGLEZĂ c. Giro. It allows customers to send payments to anyone whether they have a Giro account or not. d. C.O.D (cash on delivery). The goods are delivered and the payment is accepted in behalf of the supplier. e. Cheque. You must have a current account or certain types of saving accounts to pay by cheque. f.
Bank transfer. Banks tranfer money by order from one account to another.
g. Credit transfer. The payer fills out a Bank Giro slip and hands it to a bank with a cheque, the bank transfers then the money to the payee. h. Bank draft. The payer buys a cheque from the bank for the amount he wants to pay and sends it to the payee. i.
Bill of exchange. The seller draws a bill on the buyer. The bill states that the buyer will pay the seller an amount within a stated time. UniversitateaHyperion | |
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COMUNICARE ÎN AFACERI ÎN LIMBA ENGLEZĂ j.
Letter of credit. This mothod of payment can be used internally, but it is more common in overseas transactions.
VI.4. SETTLEMENT OF ACCOUNTS – METHODS OF PAYMENT: FOREIGN TRADE a. Cheque. It is possible to pay an overseas supplier by cheque, but it takes a long time before the supplier gets the money. b. International Giro. It replaces Money Orders. Giros are charged at a flat rate. c. International Money Orders.
They can be cashed or credited to the recipient’s account. d. Bank transfer. Payment can be made by ordering a home bank to transfer money to an averseas account. e. International bankers draft.
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COMUNICARE ÎN AFACERI ÎN LIMBA ENGLEZĂ This is a banker’s cheque which the bank draws on itself and sells to the customer, who then sends it to his supplier as he would an ordinary inland cheque. f. Promissory notes. It is a method of payment but simply a written promise from a debtor to a credit that the former will pay the stipulated amount either on demand or after a certain date. g. Bill of exchange. The procedure is the same as for the home trade, but shipping documents usually accompany bills when the bank acts as an intermediary in overseas transactions. h. Documentary credit. The term is used to distinguish the normal letter of credit, u sed in businessm from the circular letter of credit, formerly used by foreign travellers and now largely
replaced by Eurocheques, traveller’s cheques and cash cheque credits.
VI.5. TEMA DE CONTROL A UNITĂŢII NR. 6 1. Mention which are the methods of payment p ayment for foreign trade.
2. Is the following letter the first, the second or the final request?
„Dear Mr. Hughes,
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COMUNICARE ÎN AFACERI ÎN LIMBA ENGLEZĂ I am writing to ask why you have not settled our invoice No. H143 for 519.63 dollars, a copy of which is enclosed. I know that since we began trading you have cleared your accounts regularly on the due dates. That is why I wondered if any problems have risen which I might be able to help you with. Please let me know if I can be of assistance.
Yours sincerely.”
VI.6. BIBLIOGRAFIA SPECIFICĂ UNITĂŢII NR. 6 1. Ashley, A. Commercial Correspondence, Oxford University Press, Press, Oxford, 1991, first published 1984. 2. Mascull, Bill, BusinessVocabulary in Use, Use, Cambridge University Press, Cambridge, 2002.
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COMUNICARE ÎN AFACERI ÎN LIMBA ENGLEZĂ
Unitatea
de
studiu
nr.
7:
COMPLAINTS
AND
ADJUSTEMENTS Ti mpul de studiu i ndividual estimat: estimat: 2 h
Competenţele specifice unităţii de învăţare :
Dupăstudiul acestei unităţi de învăţare cursanţii vor putea:
să elaboreze în scris diferite tipuri de plângeri.
să se familiarizeze şi să -şi însuşească un limbaj adecvat acestui tip de scrisori.
să răspundă în scris diferitelor tipuri de plângere.
să poată explica în scris motivul anumitor greşeli făcute la firma la care lucrează.
să poată respinge în scris o plângere nefondată.
Cuprinsul unităţii de învăţare :
VII.1. Writing general complaints(pag. 35) VII.2. Replying to letters of complaint(pag. 36) VII.3. Tema de control a unităţii nr. 7 (pag. 37) VII.4. Bibliografia specifică unităţii nr. 7 (pag. 37)
VII.1. WRITING GENERAL COMPLAINTS
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COMUNICARE ÎN AFACERI ÎN LIMBA ENGLEZĂ a. Opening. Complaints should be done as soon as you realize a mistake has been done. b. Explaining the problem. If you know how the mistake was made, you may politely point it out to your supplier. c. Suggesting a solution. If you think you know the mistake can be corrected, let the supplier know.
VII.2. REPLYING TO LETTERS OF COMPLAINT a. Opening. Acknowledge that you have received the complaint and thank your customer for informing you. b. Getting time to investigate the complaint. Do not leave your customer waiting, but tell him what you are doing. c. Explaining the mistake. If the complaint is justified, explain how the mistake occurred, but do not blame your staff. d. Solving the problem. Having acknowledged your responsibility and explained what went wrong, you must put matters right. e. Rejecting a complaint. If you think the complaint is unjustified, you can be firm but polite in your answer. You should always try o give an explanation of the problem. UniversitateaHyperion | |
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COMUNICARE ÎN AFACERI ÎN LIMBA ENGLEZĂ f. Closing. It is useful to mention that this mistake, error or fault is an exception, and you should apologize for the inconvenience your customer experienced.
VII.3. TEMA DE CONTROL A UNITĂŢII NR. 7 1. Give few examples of accounting mistakes. 2. Explain why the following following text is an unjustified complaint: complaint:
„Dear Sir, I strongly object to the extra charge of 9.00 dollars which you have added to my statement. When I sent my cheque for 56.00 dollars last week, I thought it cleared this
balance. Now I find out that........” that........”
VII.4. BIBLIOGRAFIA SPECIFICĂ UNITĂŢII NR. 7
1. Aspinall,Tricia and Bethell, George, Test Your Business Vocabulary in Use,Intermediate Level , Cambridge University Press, Cambridge, 2007, first published 2003. 2. Brookes, Michael and Horner, David, Business English, Engleza English, Engleza pentru afaceri, afaceri,
Editura Teora, Bucureşti, 1999.
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Unitatea de studiu nr. 8:
CREDIT
Ti mpul de studiu i ndividual estimat: estimat: 3 h
Competenţele specifice unităţii de învăţare :
Dupăstudiul acestei unităţi de învăţare cursanţii vor putea:
să recunoască diferite tipuri de credite.
să redacteze o cerere de creditare.
să răspundă unei cereri de creditare.
să răspundă unei cereri de creditare în rate.
să ceară în scris referinţele necesare în vederea acordării unui credit.
Cuprinsul unităţ iiii de studi u :
VIII.1. Forms of credit (pag. 38) VIII.2. Requirements for granting a credit (pag. 39) VIII.3. Asking for credit(pag. 39) VIII.4. Replying to requests for credit(pag. 40) VIII.5. Asking about credit rating(pag. 41) VIII.6. Tema de control nr. 8(pag. 42) VIII.7 . Bibliografia specifică unităţii nr. 8(pag. 42)
VIII.1. FORMS OF CREDIT Credit arrangements between trading firms take two forms:
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COMUNICARE ÎN AFACERI ÎN LIMBA ENGLEZĂ BILL OF EXCHANGE, or DRAFTS = the seller gives credit to the buyer for the period specified on the bill. OPEN ACCOUNT FACILITIES = the buyer is allowed to pay for his goods against monthly or quarterly statements.
VIII.2.REQUIREMENTS FOR GRANTING CREDIT Credit facilities will be granted by a supplier, only if the customer can satisfy one of the certain requirements: a. Reputation b. Long-term trading association c. References
VIII.3. ASKING FOR CREDIT 1. Opening. In the opening paragraph f a letter asking for credit facilities it is best to go to the point and specify what form of credit you are looking for. 2. Convincing your supplier.
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COMUNICARE ÎN AFACERI ÎN LIMBA ENGLEZĂ Your supplier will only grant credit if he is convinced that you will not default. So mention your previous dealings with the supplier. Mention your reputatuion and other references. 3. Closing.
“We hope you will consider our request favourably and look forward to your reply.”
VIII.4. REPLYING TO REQUESTS FOR CREDIT 1. Agreeing to credit. A. If the supplier does not think it necessary to take up references, he may grant credit immediately: “As we have been trading for over a year, references will not be necessary and you may clear your accounts by 30-day bill of exchange which will be sent to Burnley’s Bank with shipping documents for your acceptance.” B. If references are considered necessary, the supplier will acknowledge the request and then reply in full when references have been received: “We have now received the necessary references and are pleased to say that from your next order payment can be mede on a quarter basis ba sis against statements.” 2. Refusing credit.
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COMUNICARE ÎN AFACERI ÎN LIMBA ENGLEZĂ In this case, the writer must explain why he is turning the request down. Whatever the reason, the reply must worded carefully so as not to offens the customer: “We regret that we are unable to offer open account terms to customers as our products are competitively priced and with small profit margins it is uneconomical to allow credit facilities.” 3. Negotiating. Sometimes a supplier will not offer as musch credit as the customer wants but will negotiate a compromise: “Though we do not usually offer credit facilities, we would be prepared to consider partial credit. In this case you would pay half your invoices on a cash basis, and the rest by 30-day 30-day bill of exchange.”
VIII.5. ASKING ABOUT CREDIT RATING 1. Opening. Say who you are and why you want the information. 2. Details. Say exactly what you want to know. If the amount of credit is known, it is usually mentioned. 3. Closing.
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COMUNICARE ÎN AFACERI ÎN LIMBA ENGLEZĂ Thank the firm in advance for giving you the information and tell them you will reciprocate if the opportunity arises. Also let them know that whatever they say in their letter will be treated in the stricted confidence.
VIII.8. TEMA DE CONTROL A UNITĂŢII NR. 8 Write a letter agreeing to a credit.
VIII.9. BIBLIOGRAFIA SPECIFICĂ UNITĂŢII NR. 8 1. Godwin, Joy and Strutt, Lyn, Test Your business Vocabulary in use, Advanced Level, Cambridge University Press, Cambridge, 2005. 2. Mascull, Bill, Business Vocabulary in Use, Cambridge University Press, Cambridge, 2002.
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COMUNICARE ÎN AFACERI ÎN LIMBA ENGLEZĂ
Unitatea de studiu nr. 9:
BANKING
Ti mpul de studiu i ndividual estimat: estimat: 4 h
Competenţele specifice unităţii de învăţare :
Dupăstudiul acestei unităţi de învăţare cursanţii vor putea:
să să completeze diferite documente bancare.
să recunoască şi să completeze diferite documente bancare internaţionale.
Cuprinsul unităţii de învăţare:
IX.1. Types of banks(pag. 43) IX.1.1. Merchant banks (pag. 44) IX.1.2. Commercial banks (pag. 44) IX.2. International banking (pag. 44) IX.2.1. Bills of exchange (pag. 44) IX.2.2. Documentary credits (pag. 45) IX.3. Tema de control a unităţii nr. 9 (pag. 46) IX.4. Bibliografia specifică unităţii nr . 9 (pag. 46)
IX.1. TYPES OF BANKS
BANKS IN UK These can be divided into two groups:
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COMUNICARE ÎN AFACERI ÎN LIMBA ENGLEZĂ IX.1.1. MERCHANT BANKS
Tens to encourage larger organizations to use their services, and while the facilities they offer are similar to those of the commercial benks, the former specialize in ares of international trade and finance, discounting bills, confirming credit status of overseas customers through confirming houses, acting in the issue market, and in the bullion and Eurobond market.
IX.1.2. COMMERCIAL BANKS
Offer similar services but are particularly interested in private customer’s accounts, encouraging them to use their current account, deposit accounts, savings account and credit facilities. They will lend money, against securities, in the forms of overdrafts and loans, pay accounts regularly by standing orders, and transfer credits through the bank Giro system.
IX.2. INTERNATIONAL BANKING
IX.2.1. BILLS OF EXCHANGE
It is an order sent by the drawer (the person asking for the money) to the drawee (the person paying) stating that the drawee will pay on demand or at a specific
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COMUNICARE ÎN AFACERI ÎN LIMBA ENGLEZĂ time the amount shown on the bill. Such bills are said to be domiciled with the bank holding them.
IX.2.2. DOCUMENTARY CREDITS
It is a more binding method of payment. There are two types of documentary credit: revocable (those that can be canceled) and irrevocable (those that can not be cancelled). The stages in an irrevocable documentary credit transactions are as follows: b y documentary credit, and tells his bank that he will a.The impoter agreed to pay by do so by completing an application form.
b.The importer’s bank will then select a bank in
the expoerter’s country to act as
its agent, and will notify them that the credit has been opened.
c. The agent bank will notify the exporter that a credit has been opened and they
may add their own confirmation. d.The exporter ships the goods before the credit expires and sends the shipping
documents to the agent bank who check the documents against the conditions and pay him.
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COMUNICARE ÎN AFACERI ÎN LIMBA ENGLEZĂ e.The agent bank will then send the documents and debit the importer’s bank with
the costs and charges. f.The
importer’s bank then checks the documents, pays the agent bank and sends
the documents to the importer so that he can claim the goods.
IX.3.TEMA DE CONTROL A UNITĂŢII NR. 9
1. Which are the commercial banks facilities?
2. The following text is an administrative letter. Which is it about?
„Dear Mr. Collins Please would you transfer 2.500.000 dollars from my current account to my deposit account? The account numbers and details are on the enclosed transfer slip, and I would be grateful if you could stamp the counterfoil and return it to me.
Yours sincerely.”
IX.4. BIBLIOGRAFIA SPECIFICĂ UNITĂŢII NR. 9 1. Ashley, A.,Commercial A.,Commercial Correspondence, Correspondence, Oxford University Press, Oxford, 1991, first published 1984.
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COMUNICARE ÎN AFACERI ÎN LIMBA ENGLEZĂ 2. Chiriacescu, Adriana; Mureşan, Laura; Barghiel, Virginia; Hollinger, Alexander, Corespondenţă de afaceri în limbile română şi engleză, Editura Teora, Bucureşti,
1996, prima ediţie 1994.
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COMUNICARE ÎN AFACERI ÎN LIMBA ENGLEZĂ
Unitatea de studiu nr.101
TRANSPORTATION AND
SHIPPING Ti mpul de studiu studiu in dividual estimat: estimat: 3 h
Competenţele specifice unităţii de învăţare :
După studiul acestei unităţi de învăţare cursanţii vor putea:
să să completeze actele necesare transportului rutier.
să completeze actele necesare trasportului aerian.
să completeze actele necesare transportului feroviar.
să completeze actele necesare transportului fluvial.
Cuprinsul unităţii de învăţare:
X.1. Road transportation (pag. 49) X.2. Rail transportation transportation (pag. 49) X.3. Rail transportation transportation (pag. 49) X.4. Shipping (pag. 49) X.5.Documentation (pag. 50) X.6. Tema de control a unităţii nr. 10(pag. 50) X.7. Bibliografia specifică unităţii nr. 10 (pag. 50)
.
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X.1. ROAD TRANSPORT It tens to be comparatively cheaper and more direct than rail.
X.2. RAIL TRANSPORT It is faster than road. There is a link between road and rail through companies such as Freightliners.
X.3. AIR TRANSPORT It has the advantage of saving time.
X.4. DOCUMENTATION Road and rail use consignment notes and air transport waybills. These documents are receipts and not documents of title as a bill of lading might be (the ownership of the consignment note/waybill does not give ownership to the goods). They are obtained by the consignor filling out an instructions for despatch form and p aying the freight charges.
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COMUNICARE ÎN AFACERI ÎN LIMBA ENGLEZĂ X.5. SHIPPING Shipping documentation. a. A freight account = is an invoice sent by the shipping company to the exporter stating their charges. b. A bill b ill of lading = = it is a document of title, it gives ownership of the goods to the person named on it. c. A shipped bill of lading = = it means that the goods have been loaded on to the ship. This statement protects the shipping company from claims that they were responsible for the damage or bad condition of the consignment.
X.6. TEMA DE CONTROL A UNITĂŢII NR. 1O
1. Write a letter of complaint. The complaintment should be of the damage of the goods in delivery by rail.
2. Which are the shipping documentation?
X.7.
BIBLIOGRAFIA SPECIFICĂ A UNITĂŢII NR. 10
1. Brookes, Michael and Horner, David, Business English, Engleza English, Engleza pentru afaceri, afaceri,
Editura Teora, Bucureşti, 1999. UniversitateaHyperion | |
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COMUNICARE ÎN AFACERI ÎN LIMBA ENGLEZĂ 2. Mascull, Bill, Business Vocabulary in Use, Use, Cambridge University Press, Cambridge, 2002.
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COMUNICARE ÎN AFACERI ÎN LIMBA ENGLEZĂ
Unitatea de studiu nr. 11:
INSURANCE
Ti mp de studi u in dividual estimat: 2 h
Competenţele specifice unităţii de învăţare :
După studiul acestei unităţi de învăţare cursanţii vor putea:
să poată stabili în scris scris termenii unui contract de asigurare.
să completeze cereri de asigurare.
să completeze formulare de asigurare.
Cuprinsul unităţii de studiu:
XI.1. Insurance procedures (pag. 52) XI.2. Fireand accidentsinsurance (pag. 53) XI.2.1. Fire insurance(pag. 53) XI.2.2.Accident insurance(pag. 54) XI.2.3. Claims (pag. 54) XI.3. Tema de control a unităţii nr. 11(pag. 55) XI.4. Bibliografia specifică unităţii nr. 11(pag. 55)
XI.1. INSURANCE PROCEDURES Companies and individuals protect themselves against loss, damage or injury by taking out insurance policies. The usual process of insuring a business or oneself is as follows: UniversitateaHyperion | |
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COMUNICARE ÎN AFACERI ÎN LIMBA ENGLEZĂ a. A proposal form is completed by the firm or person who wants insurance cover. Underwriters, who will pay compensation in the case of claim, will work out the premium (the price of insurance). b. Once the policy is sent it will tell the client that he is indemnified against loss, damage or injury under the conditions of policy. Indemnification means that the insurance company will compensate the client to restore him to his original position before the loss or damage. The insurance company will also have the right of subrogation, which means they can now claim the wrecked vehicle and sell it for any price they can get.
XI.2. FIRE AND ACCIDENTS INSURANCE XI.2.1. FIRE INSURANCE
There are three main types of insurance policy:
Insurance of home and business premises and their contents.
“special perils” policies, which protect the insured person against loss or damage due to special factors (flooding or earthquakes).
Consequential loss insurance, which insures against loss of profit in the period after a fire (while a factory factor y is being rebuilt).
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COMUNICARE ÎN AFACERI ÎN LIMBA ENGLEZĂ XI.2.2. ACCIDENT INSURANCE
It covers four areas:
Insurance of liability = it covers employers’ liabilities for industrial accidents, accidents to people attending functions on company business, and motor insurance.
Property insurance = it is part of the service fire offices provide, but also includes a wide range of protection against riots, terrorism, gas explosions.
Personal accident insurance = it offers compensation in the form of benefit payments pa yments to people injured or killed in outings, playing games (ice hockey, aircraft)
Insurance of interest = it protects firms against making costly mistakes.
XI.2.3. CLAIMS
Companies and individuals make claims for loss, damage or accident, by filling in a claims form, which tells the insurance company what has happpened. If the insurers accept the claim, often after an investigation, they will pay compensation as it was required.
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XI.3. TEMA DE CONTROL A UNITĂŢII NR. 11 1. Which are the marine insurance policies?
2. What kind of request is the following text?
„Dear Mr. Adair, We have been insuring individual shipments of our chinaware with you for some time now, and as you have noticed we have established a number of customers in North and South America. As we will be making regular shipments, we wondered if you could arrange open cover for 60,000.00 pounds against all riks to insure consignments to North and South
American Eastern seaboard ports.”
XI.4. BIBLIOGRAFIA BI BLIOGRAFIASPECIFICĂ SPECIFICĂ UNITĂŢII NR. 11
1. Chiriacescu, Adriana; Mureşan, Laura; Barghiel, Virginia; Hollinger, Alexander, Corespondenţă de afaceri în limbile română şi engleză, Editura Teora, Bucureşti,
1996, prima ediţie 1994. 2. Godwin, Joy and Strutt, Lyn, Test Your business Vocabulary in use, AdvancedLevel, Cambridge AdvancedLevel, Cambridge University Press, Cambridge, 2005.
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XII. TESTUL DE AUTOEVALUARE
Answer the following questions:
1. Where exactly is the date written in a commercial letter? 2. How many kinds of enquiries are? 3. Which could be the reasons why a company or firm should refuse an order? 4. What is a pro-forma a pro-forma invoice? invoice? 5. In a letter asking for credit facilities, is it recommended to go straight to the point and specify what form of credit you are looking for? 6. Which are the documents needed for the internaional banking? 7. Which is the difference between the waybills and waybills and the consignment notes? notes? 8. Give the definition of the shipped bill of lading. 9. Among the insurance procedures are many principle. When comes into operation the principle of benefit payment ?
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XIII. BIBLIOGRAFIA SPECIFICĂ
ÎNTREGULUI
SUPORT DE CURS
4. Ashley, A.,Commercial A.,Commercial Correspondence, Correspondence, Oxford University Press, Oxford, 1991, first published 1984. 5. Aspinall,Tricia and Bethell, George, Test Your Business Vocabulary in Use, Use, Intermediate Level , Cambridge University Press, Cambridge, 2007, first published 2003. 6. Brookes, Michael and Horner, David, Business English, Engleza English, Engleza pentru afaceri, afaceri,
Editura Teora, Bucureşti, 1999. 7. Chiriacescu, Adriana; Mureşan, Laura; Barghiel, Virginia; Hollinger, Alexander, Corespondenţă de afaceri în limbile română şi engleză, Editura Teora, Bucureşti,
1996, prima ediţie 1994. 8. Godwin, Joy and Strutt, Lyn, Test Your business Vocabulary in use, AdvancedLevel, Cambridge AdvancedLevel, Cambridge University Press, Cambridge, 2005. 9. Mascull, Bill, Business Vocabulary in Use, Use, Cambridge University Press, Cambridge, 2002.
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COMUNICARE ÎN AFACERI ÎN LIMBA ENGLEZĂ XIV.NOTIŢELE
CURSANTULUI
_________________________ _______________________________________ _____________________________________________________ ___________ _____________________________________________________ _________________________ _________________________________________ _____________ _____________________________________________________ _________________________ _________________________________________ _____________ _____________________________________________________ _________________________ ________________________________________ ____________ _____________________________________________________ _________________________ _________________________________________ _____________ _____________________________________________________ _________________________ _________________________________________ _____________ _____________________________________________________ _________________________ _________________________________________ _____________ _____________________________________________________ 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_____________________________________________________ _________________________ _________________________________________ _____________ _____________________________________________________ _________________________ ________________________________________ ____________ UniversitateaHyperion | |
2011
58
COMUNICARE ÎN AFACERI ÎN LIMBA ENGLEZĂ _________________________ _________________________________________ _____________________________________________________ _____________ ___________________________________________________ _________________________ _________________________________________ _______________ _____________________________________________________ _________________________ _________________________________________ _____________ _____________________________________________________ _________________________ _________________________________________ _____________ _____________________________________________________ _________________________ ________________________________________ ____________ ___________________________________________________ _________________________ _________________________________________ _______________ _____________________________________________________ _________________________ _________________________________________ _____________ 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_____________________________________________________ _________________________ ________________________________________ ____________ _____________________________________________________ _________________________ _________________________________________ _____________ _____________________________________________________ _________________________ _________________________________________ _____________ _____________________________________________________ _________________________ _________________________________________ _____________ _____________________________________________________ _________________________ _________________________________________ _____________ _____________________________________________________ _________________________ _________________________________________ _____________ _____________________________________________________ _________________________ ________________________________________ ____________ ___________________________________________________ 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_________________________________________ _____________ ____________________________________________________ _________________________ _________________________________________ ______________ _____________________________________________________ _________________________ _________________________________________ _____________ _____________________________________________________ _________________________ _________________________________________ _____________ UniversitateaHyperion | |
2011
59
COMUNICARE ÎN AFACERI ÎN LIMBA ENGLEZĂ _________________________ ________________________________________ _____________________________________________________ ____________ _____________________________________________________ _________________________ _________________________________________ _____________ _____________________________________________________ _________________________ _________________________________________ _____________ _____________________________________________________ _________________________ _________________________________________ _____________ _____________________________________________________ _________________________ _________________________________________ _____________ _____________________________________________________ _________________________ _________________________________________ _____________ _____________________________________________________ _________________________ ________________________________________ ____________ 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_____________________________________________________ _________________________ _________________________________________ _____________ _____________________________________________________ _________________________ _________________________________________ _____________ ___________________________________________________ _________________________ _________________________________________ _______________ _____________________________________________________ _________________________ ________________________________________ ____________ _____________________________________________________ _________________________ _________________________________________ _____________ _____________________________________________________ _________________________ _________________________________________ _____________ ____________________________________________________ _________________________ _________________________________________ ______________ _____________________________________________________ _________________________ _________________________________________ _____________ _____________________________________________________ _________________________ _________________________________________ _____________ _____________________________________________________ _________________________ ________________________________________ ____________ ____________________________________________________ ________________________ __________________________________________ ______________ _____________________________________________________ _________________________ _________________________________________ _____________ _____________________________________________________ _________________________ _________________________________________ _____________ _____________________________________________________ _________________________ _________________________________________ _____________ 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_________________________ ________________________________________ _______________ _____________________________________________________ _________________________ _________________________________________ _____________ _____________________________________________________ _________________________ ________________________________________ ____________
UniversitateaHyperion | |
2011
60
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