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������� This is a 12-session course of general-use English for all secretarial staff designed to help secretaries communicate with foreign visitors. It also aims to develop professional skills in written English. Speaking, listening, reading and writing are covered in each session. There is an end-of-course exam so that secretaries can see how much they have achieved. A certificate will be issued on the successful completion of the course. This can easily be modified for any higher education institution in Ethiopia.
GOOD LUCK!
Linda Robertson Haramaya University
Edited by David J Fenech ELIC Advisor Ministry of Education Addis Ababa Feb, 2012
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������� This is a 12-session course of general-use English for all secretarial staff designed to help secretaries communicate with foreign visitors. It also aims to develop professional skills in written English. Speaking, listening, reading and writing are covered in each session. There is an end-of-course exam so that secretaries can see how much they have achieved. A certificate will be issued on the successful completion of the course. This can easily be modified for any higher education institution in Ethiopia.
GOOD LUCK!
Linda Robertson Haramaya University
Edited by David J Fenech ELIC Advisor Ministry of Education Addis Ababa Feb, 2012
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����� �� �������� FORWARD……………………………......................................................................... .... 1 FORWARD……………………………......................................................................... GREETINGS ...................................................................................................................... 3 INTRODUCTIONS ................................................. ....................................................... ........................................................... .... 4 NAMES SYSTEM IN THE UK ................................................ ......................................... 7 NAMES SYSTEM IN ETHIOPIA ...................................................... ..................................................................................... ............................... 8 THE ENGLISH ALPHABET .................................................... ............................................................................................. ......................................... 9 COUNTRIES, NATIONALITIES NATIONALITIES & LANGUAGES .................................................... ...................................................... .. 10 WELCOMING VISITORS RECEPTION SKILLS ....................................................... ......................................................... .. 11 PASSING ON MESSAGES IN ENGLISH .................................................. .................... 12 TELEPHONE TELEPHONE NUMBERS ............................................................................................. .. 15 TELEPHONE TELEPHONE CALLS ...................................................... ...................................................................................................... ................................................ 17 EXPLAINING PROCEDURES & REGULATIONS ...................................................... 21 REFERENCE PAGE DIRECTIONS DIRECTIONS ........................................ ....................................... 24 GIVING DIRECTIONS TO VISITORS ...................................................... .......................................................................... .................... 25 EXPLAINING PROBLEMS AND APOLOGISING..................................................... ....................................................... .. 27 WRITING & WORD PROCESSING ............................................................................ .. 30 ������� �� ����� ..................................................................................................................... 31 ������� � ������� ������� �� �������� � ���� .............................................................. 31 ������� ���� & �������� �������� �� ���� ���������� .............................................. 32 ������� ���� & �������� �������� �� ���� �����������.. ......................................... 34 ������� �������� ������� ..................................................................................................... 3� ������� ��� ���� �� ������� ............................................................................................... 3� ����������� .......................................................................................................................... 3� ������� � ���� ..................................................................................................................... 3� ������ ....................................................................................................................................... 40 �������� ������ ...................................................................................................................... 40 ������� � ����.. ..................................................................................................................... 41 ������
�������� ��� ������ ................. ................. .................... ................... .............. 42
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���� ����������� ................................................................................................................. 43
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��������� Greeting Good morning!
When it is Used • •
Good afternoon!
• •
Good evening! Hallo! / Hi! How are you? Goodnight! Goodbye! Have a good evening! See you tomorrow! Have a good weekend! See you on Monday! Bye!
• •
• •
From when you get up Until 12pm (Eth: 6:00) From 12pm Until about 6pm (Eth: 12:00) From 6pm onwards Less formal, can be used at any time of the day / night Used just before you go to bed When finishing work and leaving for the evening
•
On Fridays when finishing work
•
Less formal
PRACTICE TASK Work out and say the correct greeting for each situation as quickly as you can with a partner! 1. It is 10:00am (Eth: 4:00) and a foreign visitor comes into your office. 2. It is 2:00pm (Eth: 8:00) and you want to greet a foreign visitor you see in the Administration building. 3. It is 12:05pm (lunchtime) and you greet a foreign visitor entering the staff canteen. 4. It is 7:00pm (Eth: 1:00) and you are walking back to your home when you meet a foreign visitor on campus. 5. It is 5:00pm (Eth: 11:00) and you are finishing work. A foreign visitor is leaving the building at the same time. 6. It is 8:00am (Eth: 2:00) and you see a foreign visitor in the corridor. 7. It is Friday at 5:00pm (Eth: 11:00) and you see a foreign visitor when you are leaving your office. 8. You see a foreign employee on campus that you already know well.
QUICK QUIZ 1. 2. 3. 4. 5. 6.
Test a Partner!
When does “Good morning” end and “Good afternoon” begin? When does “Good afternoon” end and “Good evening” begin? Can you say “Good day” when you meet someone during the day? Can you say “Goodnight” when you meet someone at night? What is a good answer to “How are you?” What is a good response to “Have a good weekend!”?
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REFERENCE PAGE: DAY & NIGHT in English
The day is divided into “day (time)” and “night (time)”. Daytime is from approximately 6am (sunrise) to approximately 6pm (sunset). Nighttime is from sunset to sunrise. Every day starts precisely at midnight. AM (Ante-Meridiem = before noon) starts just after midnight. PM (Post-Meridiem = after noon) starts just after noon.
DAYS OF THE WEEK
Monday Tuesday Wednesday Thursday Friday Saturday Sunday
today tomorrow day week month year
������������� When working as a secretary, you often make “small talk” to foreign visitors when they are waiting in reception. It can make the visitor feel more welcome because most people are happy to talk about themselves and their lives. It is also interesting for you to find out about other people and to tell them a little about yourself…….. An Example of a Short Introduction: Hi! My name is Linda Robertson and I work at this university. I am a VSO UK volunteer in the Faculty of Education. I have worked here for 3 months and my project in the ELIC (English Language Improvement Centre) will last for 2 years. I am enjoying my work at HU very much. I live on campus in an apartment. I come from Scotland, UK and I am single. In my family there are 5 of us – my father, my mother, my sister and brother-in-law and me! Linda Linda
PRACTICE TASK
QUESTIONS FOR VISITORS
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������� ��� ������������ ���� � Match each question with the most suitable answer: 1. 2. 3. 4. 5. 6.
How are you? How long are you here for? What will you be doing at HU? Where are you staying? Where are you from? Are you enjoying your visit?
(a) I come from the UK. (b) I’m staying in the Guest House. (c) Yes, I really like it here. (d) I’m fine, thank you. And you? (e) I will be working in the FOE. (f) I will be here for one month.
SPEAKING PRACTICE Work with a partner and practise asking for personal information and giving your own answers. (1)What is your name? My name is……………………… (2)Where do you work? What do you do? (What is your job?) I work here at this university. / I work at Haramaya University. I am a secretary in the
…………………… Department. …………………… Office. I am a secretary for the President / Academic Vice-President / Administrative Vice-President. I am the head secretary. (3)How long have you worked here? I have worked here for …………. years / months. (4)Do you like working here? Yes - I want to continue working here. I like my job. I get on well with my colleagues and I have a lot of friends. (5)Where do you live? I live on campus. I live in Harer and travel to work every day. (6)Are you married? No, I’m single. Yes, I am (married).
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������� ��� ������������ ���� � In my family there are …….. of us – my husband /… daughter(s) / … son(s) My children’s names are……… They are …………..years old.
INTRODUCING SOMEONE ELSE WELCOME!
You are now going to introduce someone else in the group to the other participants. Language structures to help you present the information: 1. 2. 3. 4. 5. 6. 7.
I’m going to introduce you to …………. She works ……………… She is a …………………. She has worked here for ………………………. She likes / enjoys ……………………… She lives …………………….. She is single / married. In her family there are ………. of them – her ………….., ………. Her children’s names are ………………………….. They are ………………….. years old.
(If you found out any extra information about your partner and she does not mind you telling the others, then feel free to add it in………!)
WRITING
All about me………
Write a paragraph in English introducing yourself. *Check spelling and punctuation carefully! *Add extra personal information if you wish.
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����� ������ �� ��� �� My name is Linda Robertson. Linda is my first name and Robertson is my second name (family name). When I was born, I took my father’s family name (Robertson). My father is Frank Robertson and my mother is Norma Robertson because she took my father’s surname when they married. When she was born, her name was Norma Balloch ( Balloch = her father’s family name). I am single but my sister is now married and has changed to her husband’s surname. She married Dave Campbell and is now Kirsty Campbell . Their children will also take the surname of Campbell . In the past, it was a strong tradition for a woman to change to her husband’s surname when she got married. However, many women choose not to change their surname now. TITLES Miss Mrs. (/misiz/) Ms. (/miz/)
• • •
•
Mr. (/mista/)
•
Doctor (Dr.) / Professor
•
Unmarried woman Married woman Married or unmarried woman used by many women instead of Miss or Mrs. Very helpful if you don’t know whether someone is married or single For a man – married or single (any status) Other titles – male or female
Please Note: *I am called by my first name, Linda, by people who know me well. *In a more formal relationship, the title and then the family name would be used – Miss Robertson – but never “Miss Linda”. *If you are in a formal situation and the person does not give his/her Name, address a man as “Sir” and a woman as “Madam”. (“Please come with me, Sir.” “Please take a seat, Madam.”)
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����� ������ �� �������� Now complete the following task to help you to explain the Ethiopian names system and titles to a foreign visitor: GAP FILLING Choose a suitable word from the box below to fill in each gap in the text. You can use each word only once!
In Ethiopia, the names system is a little different. Let me explain to you how our names work… After each person’s first name, their second name is their ……………first name. In Ethiopia, when a woman ………………, her name doesn’t ……………, only her ……………… from “Miss” to “Mrs.” When a couple have ……………….., they take their father’s ……………… name after their own.
change marries
first title
children father’s
Now try to complete the explanation of USE OF TITLES: In Ethiopia, the title is followed by the person’s ……………… name, not their …………………. name.
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Listen and follow the 26 letters of the alphabet in English: Upper Case (capitals) A B C D E F G H I J K L M N O P Q R S T U V W X Y Z
GAME
lower case a b c d e f g h i j k l m n o p q r s t u v w x y z
vowels a e i o u & 21 consonants
Hangman
Your tutor is thinking of the first name of a participant in the class. Guess the letters until you have spelled the name! SPELLING IN ENGLISH: SPEAKING PRACTICE Ethiopian names can be difficult for foreign visitors to understand and they may ask you to spell words for them. This can be an especially useful skill if you are talking to them on the telephone. You may, of course, also have to ask them to spell their names if you are unsure of them.
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Pairwork Practise with a partner spelling your own first and second names in English: (A) What is your name? (B) My name is……………………….. (A) Can you spell that, please? (B) Of course, my first name is_ _ _ _ _ and my second name is _ _ _ _ _ _ _ _ _ (A)Thank you. (B) No problem.
���������� ������������� & ��������� Group-work – Brainstorming A large number of foreign visitors come to HU for short visits or longer-term stays. Think about the foreign visitors you have already met……….. Which countries did they come from? What were their native languages? Now add examples to the grid: Country Scotland, UK
Nationality British
Language English
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��������� ��������� ��������� ������ SPEAKING PRACTICE: ROLEPLAY Work with a partner. Read out and practise Model Dialogue 1 and then Model Dialogue 2. Swap roles. Focus on pronunciation and intonation. Model Dialogue 1: A Knock on the Office Door…
(A) = foreign visitor
(B) = secretary
(A) Good morning! (B) Good morning! Come in, please. (A) My name is Mary Smith.. I’m a visitor from the UK. (B) Pleased to meet you! Welcome to Haramaya University. How can I help? (A) I would like to speak to Dr. Kebede. (B) No problem. He is busy at the moment but he will be available soon. Please take a seat. (A) Thank you. (B) You’re welcome. ………………………….. (B) Excuse me, Ms. Smith – Dr. Kebede will see you now. Please come with me and I will show you the way. (A) OK. Thank you. (B) You can go in. Model Dialogue 2: Taking a Message
(A) = foreign visitor
(B) = secretary
(A) Good afternoon! (B) Good afternoon! How can I help you? (A) Would it be possible to speak to Professor Dereje? (B) I’m very sorry – he’s not here at the moment. He’s in a meeting. (A) When will he be back? (B) He should be back in the office after 3.30pm (foreign time). (A) Thank you. I will come back later. Can you give him a message? (B) Certainly. (A)Please tell him that David Wilson came to speak to him and will return at 4:00pm. (B)No problem. I’ll pass on your message. (A)Thanks for your help. (B)You’re welcome.
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������� ��� ������������ ���� � Now read out Model Dialogue 2 again but make the following changes: 1. Your boss is now at a conference in Addis Ababa for one week and will return next Monday. 2. David Wilson says he will return next Monday morning at 10:00am (foreign time).
������� �� �������� �� ������� Message 1 Tell your boss in English when he returns from his afternoon meeting about the visit from David Wilson. Message 2 Write a message in English for your boss when he returns from the conference in Addis Ababa. Include the following points: • • • •
David Wilson’s visit Will return The day The time
MESSAGE
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REFERENCE PAGE: NUMBERS
0 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21
zero one two three four five six seven eight nine ten eleven twelve thirteen fourteen fifteen sixteen seventeen eighteen nineteen twenty twenty-one
30 40 50 60 70 80 90
thirty forty fifty sixty seventy eighty ninety
100 101
one hundred one hundred and one
200
two hundred
542
five hundred and forty two
1000
one thousand
1,670 one thousand, six hundred and seventy 3,000 three thousand
1,000,000 = 1 million
10,000,000= 10 million
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NUMBERS PRACTICE: ACTIVITIES SPEAKING What’s this number in English? (1) 45 (2) 67 (3) 99 (4) 25 (5) 36 (6) 51 (7) 80
(8) 92 (9) 103 (10) 528 (11) 237 (12) 999 (13) 874 (14) 150
(15) 1,236 (16) 3,843 (17) 9,999 (18) 20,000,000 (19) 15,000,000 (20) 800,000
LISTENING (& READING aloud with class) Write down each number as a figure to show you have understood: 1. one hundred and twenty-five 2. six thousand, seven hundred and fifty-one 3. seven million 4. three hundred and ten 5. eighty-nine 6. fifteen 7. nine hundred and ninety-nine 8. fifteen thousand, two hundred and nineteen 9. one thousand, five hundred 10. seven hundred and sixty-five WRITING
Write out the following numbers in English:
1. 536 2. 1,712 3. 5,000,000 4. 3,829 5. 78 6. 15,000 7. 7,214 8. 981 9. 195 10. 20,452
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��������� ������� What is your mobile phone (UK) number? cellphone (USA) •
My mobile phone number is 0915 76 15 26
(= zero nine one five seventy-six fifteen twenty-six)
What is the office phone number? •
The office phone number is 251-025-6610769 (Extension 895)
(=two five one zero two five six six* one zero seven six nine) (Extension eight nine five) *or: “double six”
What is the office/university fax number? •
The office/university fax number is ………..
What is your home phone number? • •
My home phone number is………… I don’t have a phone at home. I use my mobile.
LISTENING PRACTICE Listen to the phone numbers and note them down correctly: 1. My mobile phone number is zero nine one one fourteen thirty-six zero nine. 2. My mobile phone number is zero nine one two fifteen twenty eighty-one. 3. My mobile phone number is zero nine one five sixty-five zero seven ninetytwo. 4. The office phone number is two five one zero two five six six one zero seven forty-six. 5. The office phone number is two five one zero two five six six one four five nine three.
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6. The office phone number is two five one zero two five double six one five three nine two – Extension two three zero.
SPEAKING PRACTICE Practise asking for the other secretaries’ mobile phone numbers and office phone numbers. (They can also give you the office/university fax number and/or their home phone numbers if they have them and wish to do so.) Write the numbers down and check with the others that you have understood correctly! You should also be prepared to give the other secretaries your phone numbers when they ask you.
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��������� ����� Read the dialogues and answer the questions below. Dialogue 1 (A)Secretary
(B)Caller
(A) Hello. Haramaya University. English Department. How can I help you?
(B) Hello. Can I speak to Mr. Teshome, please? (A) I’ll pass you over. Please hold the line.
(B) Thank you. (A) No problem.
Questions about telephone language: 1. What phrase does the secretary use to say that she will give the phone to the person the caller wants to speak to? ……………………………………………………………………………………………… 2. Find the phrase the secretary uses to ask the caller to wait and not to hang up. ………………………………………………………………………………………………
Dialogue 2 (A) Secretary
(B)Caller
(A) Hello. Haramaya University. Education Faculty. How can I help you?
(B) Hello. Can I speak to Dr. Lemessa, please? (A) I’ll just get him. Can you call back in 10 minutes, please?
(B) Yes, of course.
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������� ��� ������������ ���� � (A) Who shall I say is calling?
(B) Sarah Brown. (A) I’m sorry, I didn’t catch that. Could you repeat it, please?
(B) Certainly. This is Sarah Brown. (A) Thank you, Ms. Brown. Please call back in 10 minutes.
(B) O.K. Bye! (A) Goodbye!
Questions about Telephone Language Match each phrase with the correct definition: 1. I’ll just get him/her
(a) = asking for the caller’s name
2. Who shall I say is calling? again
(b) = asking the caller to say his/her name
3. Please call back. understand
(c) = explaining that she didn’t or hear the caller’s name correctly.
4. Could you repeat it, please?
(d) = explaining that she will go and find the person the caller wants to speak to.
5. I’m sorry, I didn’t catch that.
(e) = asking the caller to phone again but at a later time.
Dialogue 3 (A)Secretary
(B) Caller
(A) Hello. Haramaya University. Academic Vice-President’s Office. How can I help you?
(B) This is Steven Jones. Could I speak to the Academic Vice-President, please? (A) I’m sorry – I’m afraid he’s out at the moment. Can I take a message?
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(B) Yes. Could you ask him to call me back? I need to talk to him about the workshop next week - it’s urgent. Here is my office phone number – 025 6610918. (A) Could you repeat the number for me, please?
(B) Of course, it’s 025 6610918. (A) Thank you – and could you also spell your name for me?
(B) No problem – this is Steven Jones – S T E V E N J O N E S. (A) Thank you. Let me repeat that - your name is Steven Jones and your office phone number is 025 6610918.
(B) That’s correct. (A) Thank you Mr. Jones - I’ll make sure he gets this message as soon as he gets back.
(B) Bye! Thanks for your help! (A) You’re welcome. Goodbye!
Now fill details of the message for your boss in the box below:
TELEPHONE MESSAGE
Message for: ………………………………………………………………………………… From: ………………………………………………………………………………………….. Telephone number: ………………………………………………………………………… Regarding: …………………………………………………………………………………… ………………………………………………………………………………………. ……………………………………………………………………………………….
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Questions About Telephone Language:
1. What is another way of saying “I’m sorry that…” / “I apologise that…”? ……………………………………………………………………………………………… 2. Note down the way that the secretary explains she will say the caller’s name and telephone number again so that the caller can check them. ……………………………………………………………………………………………… 3. Find the phrase that the secretary uses to say that she will pass on the message to her boss when he returns. ……………………………………………………………………………………………… ………………………………………………………………………………………………
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���������� ���������� & ����������� Brainstorming: How often do foreign visitors request information about the following areas? Tick the appropriate column on the grid to show your own experiences: Often
Sometimes
Never
1. Toilets 2. Getting hot & Cold drinks 3. Staff lounge 4. Library 5. Borrowing Items (e.g. Stapler) 6. Post office 7. Transport 8. Making Phone calls 9. Clinic 10. Photocopying 11. Security 12. Internet Facilities 13. Shopping Facilities 14. Water supply 15. Electricity Supply
From your own experiences, can you now add any other areas to the list? …………………………………………………………………………........... ………………………………………………………………………………...
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������� ��� ������������ ���� � EXPLAINING PROCEDURES & REGULATIONS: Activity Read the following questions asked by foreign visitors: 1. Can you please tell me what kinds of foods I can order in the Staff Lounge? Is it a buffet so that I can take what I want? 2. Can you please tell me the opening hours of the post office in European time? 3. Is it possible for me to use the Internet on campus? 4. I can’t find the ladies’ toilets. Can you explain the system to me? 5. There is no supermarket on campus so where can I buy some basic items? 6. Please may I borrow the stapler?
Now use the prompts below to form a suitable answer for each question: (1) The Staff Lounge normally serves…............................................. You have to give ………………….................................................
(2) It opens at ……………………………………................................... It closes at ............................................................................................ It is open from ……………………to ………………………only.
(3) It is possible for you to use the Internet ……………………………
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������� ��� ������������ ���� � (4) You can use the ……………………………….............................. I will give you …………………………........................................ Lock the door from the …………..................................................
(5) You can buy basic items …………………………………………….
(6) Of course / certainly / no problem. Please …………………. it to me when you have finished!
PRACTICE IN GROUPS *Think about other questions you are often asked by foreign visitors… *Work together to form suitable answers to these questions in English. *Now feedback your ideas to the other participants.
REFERENCE PAGE: OFFICE ITEMS
Please, may I borrow…………. •
A stapler?
•
A hole punch?
•
A pair of scissors?
•
A pen?
•
A pencil?
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������� ��� ������������ ���� � Please can I have…………. •
An envelope?
•
Some cello tape?
•
Some glue?
•
Some paper clips?
•
Some lined / plain paper?
Please can I use………….. •
The computer?
•
The printer?
•
The telephone?
•
Your memory stick?
��������� ����� ���������� •
Go straight on / ahead
•
Go up here ↑ Go down there ↓
•
• •
• • •
• • •
•
Turn right → Turn left ← Go up to the car park Go down to the Faculty of Business and Economics Go past the Faculty of Education It’s a few minutes’ walk. It’s quite near. / It’s not far. It’s far away. It is in this building upstairs……on the second floor/ on the first floor
•
It is in this building downstairs……on the ground floor. in the basement.
•
It is in the building behind this one. in front of next to
•
It is on your right / left.
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PRACTICE: DIRECTIONS (1) GROUP-WORK Form small groups. Each secretary in the group should then say to the others the name of the person who is: • • • • •
On her right On her left In front of her Behind her Next to her
(2) GAME Following Directions 1. 1 secretary volunteers to step outside the class for 1 minute. 2. The other secretaries hide a small office object somewhere in the class. 3. When the secretary outside comes back in, the others have to guide her to the object by giving directions in English.
������ ���������� �� ��������� �������� This is an activity to help foreign visitors who do not know their way around your campus. This is based on Haramaya University’s campus, however, it can easily be modified to your institution. Work with a partner and discuss and then write down your answers. You can draw a map to help the visitors if you wish! Person 1
( Location = Outside the Administration building)
“Excuse me, can you help me? I want to go to the library.”
Person 2
( Location = In the car park)
“Excuse me, please could you tell me how to get to the post office?”
Person 3
( Location = Information office in the Administration building)
“Excuse me, can you please tell me how to get to the President’s Office?”
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Person 4
( Location = College of Agriculture)
“Excuse me, I’m looking for the Staff Lounge.”
Person 5
( Location = English Department office)
“Excuse me, please can you direct me to the Education Faculty office?”
Person 6
( Location = Finance office)
“Excuse me, I’m looking for the School of Graduate Studies.”
Now discuss and note down 2/3 more possible dialogues.
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���������� �������� ��� �����������
1. Read the following problems that foreign visitors are experiencing. 2. Work with a partner to choose a possible polite explanation and/or apology that you could use from the list on the next page. Problem (1) “Can you help me, please? I’m trying to access the internet to read my email but I can’t get it to work.” Problem (2) “Sorry to bother you but there was no electricity this morning. Is there a reason for that?” Problem (3) “I’m trying to make a phone call to the Finance Office but I can’t get through.” Problem (4) “Excuse me, I have a problem with the vehicle I booked for 8.00 this morning. It hasn’t arrived yet.” Problem (5) “Can you please explain to me why my photocopying is not back yet. I said it was urgent.” Problem (6) “I want to make a complaint. It is now 4.00 pm and I have had no water at all today.” Problem (7) “Can you please tell me why I can’t cash this cheque at the university today – it’s very inconvenient.”
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������� ��� ������������ ���� � SUGGESTED POLITE EXPLANATIONS & APOLOGIES a) I apologise for that. Sometimes there are many requests for transport. I will send someone to check for you.
b) Apologies for the inconvenience. We get power cuts sometimes but it should come back on soon.
c) I’m very sorry about that. There are d) So sorry, the lines are very busy this shortages in this area and so we morning. restrict supply at certain times. I will If you give me the number, I’ll keep check the situation for you. trying for you. e) Unfortunately, the staff responsible for duplication have been very busy. I will ask them to try to complete it for tomorrow. Sorry for the delay.
f) I’m sorry, the whole system is down across the campus.
g) Sorry for the inconvenience but the cashier is not available today. You should be able to get your money tomorrow.
h) All I can do is apologise. I appreciate that it is inconvenient but I will try my best to sort the matter out.
We will have to wait until it is working again.
IDENTIFYING USEFUL LANGUAGE 1. Now look again at the possible responses to the problems. 2. Note down as many different ways as you can of saying….“I’m sorry….” ……………………………………………………………………………....... ………………………………………………………………………………... 3. Which apology is a useful one to know as it can be used in many different situations? ……………………………………………………………………………....... ………………………………………………………………………………... BRAINSTORMING •
Discuss your own experiences of any other complaints made by visitors or problems they experienced.
•
Note down any examples and possible responses you could make.
•
Feedback to the rest of the group.
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������� ��� ������������ ���� �
If you deal with a problem a visitor experiences, he/she may say some of the following phrases to you: “Thank you for the explanation. Now I understand.” “Please don’t apologise. I know it’s not your fault.” “Thanks for your help.” “Thank you for sorting the matter out for me.”
Good responses from you to finish the conversation are: “Happy to help.” “Please do not hesitate to ask for assistance at any time.” “No problem at all.”
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������� ��� ������������ ���� �
������� & ���� ����������
Think about the writing and word processing you have to do most often in your job……… Rank the types of writing and word processing below on a scale of 1-12 from most often to least often. Circle your response.
Formal Letters Lists Of Students Internal Memos Minutes Of Meetings E-Mails Invoices Agendas Filling In Forms Timetables Editing Texts / Checking For Errors Notices / Posters (E.G. Announcement Of A Meeting) Word Processing Of Coursework Materials For Your Department/Faculty Are there any other writing tasks which you do as part of your work?
Most Often 1 2 1 2
Least Often 11 12 11 12
1 1 1 1 1 1 1 1
2 2 2 2 2 2 2 2
3 3 3 3 3 3 3 3 3 3
4 4 4 4 4 4 4 4 4 4
5 6 7 8 9 10 5 6 7 8 9 10 5 6 7 8 9 10 11 5 6 7 8 9 10 11 5 6 7 8 9 10 11 5 6 7 8 9 10 11 5 6 7 8 9 10 11 5 6 7 8 9 10 11 5 6 7 8 9 10 11 5 6 7 8 9 10 11
12 12 12 12 12 12 12 12
1
2
3
4
5
6
7
8
9
10
11
12
1
2
3
4
5
6
7
8
9
10
11
12
1
2
3
4
5
6
7
8
9
10
11
12
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������� ��� ������������ ���� �
������� �� ����� Quick Quiz! Match up the following headings on a form with the correct information. The fastest team to complete the task correctly are the winners! 1. Forename 2. Surname 3. Gender 4. Title 5. Marital status 6. Date of birth (D.o.B) 7. Nationality 8. Occupation 9. Allergies / medical information 10. Next of kin
(a) Ms. (b) British (c) 22 May 1968 (d) None (e) Female (F) (f) Mr. & Mrs. F Robertson, UK. (g) Linda (h) single (i) Robertson (j) Teacher
������� � ������� ������� �� �������� � ���� Many visitors and foreign employees at HU need to book a vehicle at some point during their stay. Read the following conversation and then use the example Transport Request form and the English headings to work out how to help the visitor or foreign employee to complete the form correctly. Work with a partner and practise the completed dialogue together.
Foreign visitor:
“Good afternoon. I need to book a vehicle for next week. Can you explain the system to me, please?”
Secretary:
“Of course I can. First of all, you have to complete a form. It is in Amharic but I will explain to you what the headings mean.”
Foreign visitor:
“Thank you. I can’t understand Amharic when it is written down as the script is so different.”
Secretary:
“Don’t worry. I’m happy to translate. Here is the form. The first heading is for today’s date and I will fill that in for you. This heading is for you to fill in………….”
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������� ��� ������������ ���� � EXAMPLE TRANSPORT REQUEST FORM: The reason for requesting the vehicle
The department you work in or are attached to
The date you are leaving
Where you are going to
The names of the people travelling
The number of people travelling
The time of departure
Your signature
Where you are leaving from
Sign here, please!
Foreign visitor:
“What does this heading mean?”
Secretary:
“That is for an authorization signature. I will see to it that the form is signed and then sent to the Transport Department for processing.”
Foreign visitor:
“Thank you very much for your help."
������� ���� � �������� �������� �� ���� ����������
REFERENCE PAGE: WHEN TO USE CAPITAL LETTERS Use a capital letter……. 1. For “I” a. It is with great pleasure that I welcome you to Haramaya University. 2. To begin a sentence a. Thank you for your letter of 5 January. 3. To begin speech a. The secretary said: “Sorry - there is an important meeting b. Taking place at the moment so you can’t go in there.” 4. For many abbreviations and acronyms a. UN, HIV/AIDS, VSO, ELIP
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������� ��� ������������ ���� � 5. For days of the week, months of the year and holidays a. Monday, May, Easter 6. For countries, languages and nationalities, religions a. Ethiopia, English, American, Orthodox Christian, Muslim 7. For people’s names and titles a. Professor Smith, Dr. Wilson, Mr. Brown, Mrs. Jones 8. For trade-marks and names of companies and other organizations a. Coca-Cola, Microsoft Corporation, Toyota, the Red Cross 9. For places and monuments a. Addis Ababa, Harer, Lalibela 10. For titles of books, songs, films a. “Business English”
REFERENCE PAGE: PUNCTUATION MARKS Punctuation is the system of symbols (e.g. ! ? , . -) that we use to separate sentences and parts of sentences to make their meaning clear. Each symbol is called a punctuation mark. Symbol
Name
. ,
full stop/period (U.S) comma
? ! -
question mark exclamation mark hyphen
-
dash
/
oblique/slash
“” ’
quotation marks apostrophe
;
semi-colon
:
colon
Example The meeting is on Monday morning. I speak English, Amharic and Afan Oromo. How are you? Help! The university has a very up-to-date computer system. In each town – Harer and Dire Dawa – there is a Ras Hotel. Please press your browser’s Refresh/Reload button The secretary said: “Please sign here.” The President’s Office The Students’ Lounge I don’t watch TV very often; I prefer to read. Subject:
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������� ��� ������������ ���� � The Value of Punctuation……….!!! An English teacher wrote these words on the whiteboard: “Woman without her man is nothing.” The teacher then asked the students to punctuate the sentence. The men wrote: “Woman, without her man, is nothing.” The women wrote: “Woman! Without her, man is nothing.”
������� ���� � �������� �������� �� ���� ���������� �������� ���� Read the following text about Haramaya University word processed by a secretary. There are 20 spelling and punctuation errors in the text. Work with a partner to find the mistakes and correct them. Haramaya University is located approximately 510 kms east of addis ababa. It was founded after an agreement was made between Ethiopia and the government of the United States of america in 1952 and Oklahoma University then set up a Collage of Agriculture and Mechanical Arts which first opened for students in 1953. In 1967, the contract with Oklahoma University ended and the institution became known as alemaya College of Agriculture. Graduate studies were launched in 1979/80 and, in May 1985, the institution achieved university status. Another period of transformation followed in 1995/96 when the Education and Health Faculties were opened and it was renamed Alemaya University instead of Alemaya University of Agriculture. Since that time, the university has continued to expand with the addition of the Facilities of Law and Business and Economics in september 2003, the Faculty of Veterinary Science in 2004 and the Faculty of Technology in 2005. Haramaya University now operates out of four campuses – the main campus which is 5 ms out of Haramaya town, the Harar campus which houses the Faculty of health Sciences, the Dire Dawa campus where the Faculties of Law and Technology are situated and, finally, the Jijiga campus where the Faculty of Veterinary Medicine can be found
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������� ��� ������������ ���� � the main campus has developed into a self contained university complex of 440 hectares of land and serves as a base for the Management offices, Research and Extension Office School of Graduate Studies, College of Agriculture, Faculty of Education, Faculty of Business and Economics and Faculty of Continuing and Distence Education which also runs courses throughout the Summer. The services provided include students dormitories, staff accommodation, dining areas, a new staff lounge, a libary, a computer room, a post offise, small shop’s, beef and dairy farms and sports facilities. Haramaya university offers a warm welcome to all staffs and students who work and study here and aims to ensure high quality in all of its activities.
������� �������� ������� Block format is the most common format used in business today. With this format, nothing is centred – the sender’s address, the recipient’s address, the date and all new paragraphs begin at the left margin. Some Basic Guidelines For Formatting a Business Letter: • • • • • • • • • • • •
Use A4 (European) or 8 ½ X 11 inch (U.S) paper or letterhead. Use 2.5 cm or 1 inch margins on all four sides. Use right-ragged formatting (not justified on right side). Use a simple font such as Times New Roman or Arial. Use 10 to 12 point font. Use a comma after the salutation (Dear Mr. Bond,). Single space within paragraphs and double space between paragraphs. Double space between last sentence and closing (Yours sincerely,). Leave 3 to 5 spaces for a handwritten signature. cc: (meaning “copies to”) comes after the typed name (if necessary). enc: (meaning “enclosure”) comes next (if necessary). Fold in three (horizontally) before placing in the envelope.
Writing The Date On Letters
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������� ��� ������������ ���� �
The most common formats are: 10 May 2007 (European)
May 10, 2007 (U.S)
The month is usually written rather than using a number because Europeans put the day first but the U.S puts the month first. Months of the Year January May September
February June October
March July November
April August December
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������� ��� ������������ ���� �
������� �������� ������� TERMINOLOGY Write the correct term from the box on the next page beside the area on the letter:
10 May 2007
= Date
Mr. Peter Black 25 New Street LONDON SW16 2DY UK
=
Dear Mr. Black,
=
Haramaya University
=
……………………………………………………………………………………………… ……………………………………………………………………………………………… ……………………………………………………………………………………………… ……………………………………………………………………………………………… =
Yours sincerely,
=
= Dr. Alemayu Kebede Academic Vice-President
=
Cc:
=
Enc:
=
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������� ��� ������������ ���� �
copy to
signature (hand-written)
letterhead / logo
Writing Business Letters
name, title (typed)
closing
recipient
salutation
body of letter
enclosure
subject
PRACTICE TASK
Now work in a group or with a partner and try to write a reply to Peter Black. He wrote to the university asking for information about courses for foreign students. Put the 8 phrases below in the correct order to form a suitable letter: Haramaya University (Facts & Figures 2005/06) Please find enclosed a leaflet with information about the university, including details of fees charged to foreign students which I hope you will find of interest. I look forward to hearing from you again in the near future. Thank you for your letter of 30 April requesting information about Haramaya University and courses on offer to foreign students. An application form for admission to the university can be provided on request. If you require more information, please feel free to contact me again and I will be happy to be of further assistance. With thanks for the interest you have shown in our university. The university welcomes applications from Ethiopian students as well as foreign nationals.
1. Who would receive a copy of the letter? Fill in the information in the letter.
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������� ��� ������������ ���� �
������� � ���� Memos are short, internal business letters sent to staff within the same company. A memo may also be posted inside an institution for all to see. They are becoming less common due to use of e-mail. Memos do not usually include a salutation.
INTERNAL MEMORANDUM TO: FROM: DATE: SUBJECT: Message starts here………….
WRITING AN INTERNAL MEMO: PRACTICE TASK Write a memo filling in the headings correctly and then a suitable message in English: • • • • • • • • •
Use today’s date The memo is from the president It is to all members of staff The memo invites all interested members of staff Presentation by British Council About services and scholarships Use a future date and give a time Mention the venue Good attendance would be appreciated
What would be a suitable ending for the memo? Add it to the end of your finished piece of work.
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������� ��� ������ ����� ���� �
������ When using e-mail in b siness, most of the guidelines for formatting business letter apply. Internal e-mails are often formatted more like a memo than a formal letter. Some Guidelines For Business E-Mails: •
Do not use k y words for the subject that could send the e-mail to the recipient’s tr sh box.
•
Repeat the s bject line in the body of the e-mail, beneath he salutation.
•
Use the “cc” ddress line to copy more than one person with the email.
•
Instead of a signature, include your typed name and belo it your email address and other contact numbers and addresses if ecessary.
•
Remember t at people often print out e-mails and so you e-mail address and he subject line will be lost if you do not include them in the body of t e e-mail.
�������� ������
CALLING A MEETING: RACTICE TASK Write an internal e- ail to the committee responsible for writing a summer training course. It i from Ahmed Kebede (
[email protected] • • • • •
It is to mgemechu@ otmail.com and
[email protected] Reminder of meeting – date, starting and finishing time, venue Mention that an agenda is attached Members are expected to attend Purpose of meeting to discuss subjects to include in the materials
To: Cc: Subject:
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������� ��� ������������ ���� �
������� � ���� READING PRACTICE TASK Read the fax and find the following information: 1. 2. 3. 4. 5.
The date and time the fax was received at HU The overall subject of the correspondence The event, date and venue The extra request made The expression used to express thanks at the end of the fax 2 May 2007 Dr. Tesfahun Kebede Dean, Faculty of Education Haramaya University Dear Dr. Tesfahun, Request for permission for volunteer to attend ELIP Workshop VSO Ethiopia is writing to inform you about an ELIP Workshop which will take place on 16-18 May 2007 at the VSO Programme Office in Addis Ababa. VSOE respectfully request that Haramaya University release Linda Robertson from her duties so that she can attend and participate in the workshop. Please note that travel time is not included in the above dates and the volunteer may need extra days for travel in addition to the scheduled dates of the workshop. VSOE greatly appreciates your cooperation with this request. If you have any queries or require any additional information, please do not hesitate to contact me. Yours sincerely,
Tigist Desso Programme Support Officer AGENDAS & MINUTES OF MEETINGS
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������� ��� ������������ ���� �
�������
�������� ��� ������
You have been asked to check the agenda for a meeting before sending it out to attendees. There are 10 errors in the agenda. Identify and correct them. AGENDA (1) Wellcome, Introduction: President (5 minutes) (2) Questions; Everyone st (3) Presentation of oficial programme of induction for new 1 year students (4) information on events planned for female students: Gender Office representative (10 minutes) (5) Input on Hiv/Aids to new students: HIV/AIDS representative (10 minutes) (6) Social programme planned for new students: Dean of Students (15 minutes) (7) Minutes of Previous meeting: AVP (10 minutes) (8) Closing remarks: President (5 minutes)
������ ��� ������� Example of an outline of minutes: st
Programme of induction for new 1 year students Date: Venue: Start: Chair:
Finish:
Attendees / Present: (If it is a big meeting then there is usually a list to be checked off) 1. 2. 3. Apologies:
Work with a partner to discuss and make up possible information to go beside each heading.
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