IGNOU BEGE-104 - English for Business Communication

1. Read the passage carefully and answer the questions given below it. At the Harvard Negotiation Project we have been developing a new method of negotiation explicitly designed to produce good results efficiently and amicably. This method, called principled negotiations or negotiations on the merits, can be boiled down to four basic points. The first point recognizes that human beings are not computers. People have strong emotions, often see things very differently, and do not always communicate clearly. In negotiation it often happens that emotions get mixed up with the objective rights and wrongs of the situation. Taking up a fixed position makes this worse because people’s personalities become identified with their positions. So before the actual negotiation begins we need to distinguish between personal differences and differences over solutions to the problem. The second point distinguish between what people say they want, their stated positions, and what they really want, their underlying interests. Negotiating positions often hide what you really want. A compromise between two positions is not likely to produce an agreement which satisfies the need underlying each position. The third point acknowledges the problem of having to find a perfect solution while you‟re under pressure. Making up your mind in the presence of your opponent restricts your ideas. Deciding on something very important or trying to find the perfect answer limits creative thought. You can get around these limitations by arranging a set amount of time to think up a wide range of possible solutions which help both sides and creatively bring them together When both sides find that their interests are directly opposed, one negotiator may try to win simply by being stubborn. However, you can respond to such tactics by insisting that his/her opinion alone is not enough and that some fair independent standard is needed. This does not mean that you yourself select the independent standard, rather that both of you decide on one, such as market value expert opinion, or law. By discussing such criteria neither side need give in to the other. Briefly answer the following questions: a. What situation is created when emotions intrude into the negotiation process? b. People do not always state what they desire. What do they do instead? Discuss. c. Negotiators need to have a fixed „time-alone‟ period. Why? d. Why does it often become necessary to consult a specialist in the process of negotiation? Who should these people be? e. Suggest an appropriate title to the passage. f. State whether the following statements are true or false with reference to the passage. i People's emotions often complicate matters in life. ii The writer believes that negotiation is creativity under pressure. iii An example of the use of objective reference points is to consult a specialist. iv People often win by not budging from their position. v A negotiating position often makes it hard to identify real needs. g Make sentences of your own with the following phrases: i get mixed up ii fixed position iii to think up iv give in to v bring them together 2a. In the following memo the linking words and phrases are missed out. Choose the most appropriate word or phrase from the ones given. i. a) in spite of b) while c) because ii. a) firstly b) at first c) namely iii. a) so that b) consequently c) because iv. a) also b) on the other hand c) therefore v. a) also b) in contrast c) otherwise 2b. The following letter sounds rather direct and demanding, as if written from a superior to an inferior. Improve the tone of the letter by transforming the verbs in capitals into polite forms: Dear Mr. Sareen We SHALL be grateful if you CAN explain the delay in the shipment expected on May 1st. You MAY call us on the above number to save time. Otherwise, it WILL be appreciated if you CAN reply asap. Yours sincerely, Ashish Khetan 3. The “Adventure Club” in your college is planning to go on a trekking expedition to Manali. As secretary of the club, prepare a notice for the college notice board giving the necessary information in about 100 words. 4. Write short notes on any two of the following: i. Features of a business proposal iii. Guidelines for writing e-mails ii. An effective group discussion iv. Body language v. Importance of small talk in business 5a. Fill the gaps using each of the following items once only: also as well as further additional besides Please send the shipment as arranged. We would (a) ………….. be grateful for your help in extending our product range. Kindly send a/an (b)………… set of brochures on your latest series. If possible (c) ……………. the brochures, we shall require an (d) ……………… copy of the current price list, (e) …………….. details of the updated specification. 5b. Write the opening lines of five letters complying with the following requests. One is done for you as an example. Example: Please send us information about your cleaning services. Thank you for your mail enquiring abut our cleaning services. i. I should be grateful to receive your current catalogue. ii. Could you please send me your price list and prospectus? iii.If you could send the parcel soon, I would be most grateful. iv. It would be most helpful if you could send the brochure. v. We would be interested in receiving the details of your courses. 6a. Rewrite the sentences with the form of adjectives given in brackets without changing their meaning. One is done for you: i. No residential building is as tall as the new Global tower in Mumbai. (change to superlative.) ii. Rekha is not as tall as Deepika. (change to comparative) iii. He is the most handsome man in the room. (change to positive) iv. This stream is not as clear as the one we left behind. (change to comparative) v. No college president has been as charismatic as Nandita Som. (change to superlative) vi. Of all the men he is the strongest. (change to positive) 6b. Say the following sentences politely. You may use appropriate modals: i. I need to use your cellphone. ii. Lend me your pen. iii. I want to leave early today. iv. I want some more coffee. v. I am going to turn off the TV. 7. Write a dialogue on any one of the following. i. You‟re waiting on a platform at the station for your train. An old lady who is also waiting says, „It‟s a nice day, isn‟t it? How would you continue the conversation? ii. Your company has some money to spend on improving its employees‟ English. What are the best ways of spending the money? Discuss with your boss. 8a. Complete these words or expressions, using the words below. 5 Down, in, out, over, up, up Example: Buyout purchase of a company by the management i. ………………. Put contribution ii. ………………. Load to transfer files from one computer to another iii. ………………. Dated modernized, brought up to date iv. ……………… heads day to day costs of running a business v. Wind ………………. To liquidate or close a company, or division 8b. complete the following sentences. i. If you do not sleep early, ……………. ii. If you meet the principal, ……………. iii. If it rains, ……………… iv. If you leave now, ………………. v. If you do not exercise, ………….

1 Draw up a proposal for package tour of all the important tourist destinations in your state in response to enquiries by an educational institution with an international student population. They will need you to organize this tour on a regular basis three times a year. Preparation: Collect information about students, nationality, age group, attitudes Collect information about suitable tourist destination Collect information about travel and accommodation tariffs Calculate number of days required for a comprehensive tour Calculate staff costs Calculate profit margin. 2. Make appropriate sentences for the situation given below. One is given as an example. Example: Answering the telephone. Answer: Good morning Kavita Nagapal speaking. How may I help you? i) Offering to take a message. ii) Saying who you are. iii) Asking to speak to Aman. iv) Asking the caller for more information about the call. v) Saying someone is unavailable. vi) Asking for the caller’s name. vii) Asking the caller to repeat something. i) What information does the above box give you? ii) What is being proposed? iii) To whom is it addressed? iv) By whom is it proposed? i) What does the summary indicates? ii) What are the essential points it highlights? iii) Will the reader view the proposal favourably on reading the summary? 4. Change the following sentences into the passive voice. Omit the doer where it is necessary. i) China produces these types of telephones. ii) We make water from a mixture of hydrogen and oxygen. iii) Someone hit my car from the back. iv) Employers pay many manual workers weekly. v) Madam Curie discovered Radium. vi) They announced the winners of the Nobel Prizes in Physics and Chemistry yesterday. vii) Countries store most nuclear waste underground. viii) If there is a vacancy, we first ask suitable in-house candidates to apply. ix) They have cleared all the roads in the area due to VIP movement. x) They elected a new mayor yesterday. 5. Complete the sentences with suitable phrasal verbs from the box. i) Why don’t we ……………………….. the new deal on the way to the airport? ii) We ………………………………………..the electricity during ‘Earth Hour’? iii) I will ……………………………your email. iv) We……………………………….his offer as the price he quoted was too high. v) I…………………………….getting results, don’t you? vi) We will have to …………………….the PR Manager to give his opinion. vii) Prashant is going to …………………………the new factory. viii) I have to …………………..the phone now, as I’m getting late for my meeting. ix) The management will have to ………………………….a better solution if it wants to pacify the workers. x) Can you………………….. the message to Mr. Bose when you meet him? 6. Change the words in bold into direct speech. (a) Geetika Singh said that she was vey keen to work for us. (b) She said that she had been working at Pioneering Publisher for the last three years. When we asked her about her reasons for leaving, she said that (c) she liked what she did, but she wanted more responsibility and challenges. As far as her terms of notice are concerned, she said that (d) she couldn’t leave her job for another month. When we offered her the job in our company she said that (e) she would be glad to join provided she was given a promotion as Chief Editor. 7. Complete the letter given below. [Date] [ To – Name] [Company] [Address] [City, State PIN code] Dear [Ms./Mr. last name] It has been a month since we installed your new dishwasher …………………………………...................... …………………………………………………………………………………………………………………………………………………….. …………………………………………………………………………………………………………………………………………………….. …………………………………………………………………………………………………………………………………………………….. Plese help us to serve you better by filling in the enclosed customer feedback form, …………………. ……………………………………………………………………………………………………………………………………………………. ……………………………………………………………………………………………………………………………………………………. ……………………………………………………………………………………………………………………………………………………. Thanks for buying our product. ……………………………………………………………………………….................... …………………………………………………………………………………………………………………………………………………….. Sincerely, [Your name] 8. Prepare a checklist of writing effective sales letters. 9. Some words can be used a noun, verb, adjectives or adverb. For example, the word ‘sound’ can be used as a noun (‘The ugly sound of honking cars is a regular feature of life in Delhi’), as a verb (‘As soon as the siren sounded, the people left their work stations to go home’), as an adjective (‘ She gave me sound advice’) or as an adverb (‘She slept soundly’). Fill in the sentences below with the appropriate words given in the box. Remember to make the necessary changes in the word. (a) Some business letters are in the form of a questionnaire in which you have to answer a set of …………………………………………………… (b) When the Manager ……………………………………………..his subordinates about the missing file, they answered quite fearlessly. (c) His ………………………. Spirit has not dimmed with advancing years. (d) He looked at me………………………………………. (e) The ……………………..weather kept people at home. (f) The MD ………………………………out of the meeting after meeting stiff opposition to his proposal. (g) The strike was like a ………………………….in a teacup because it ended within a few hours of its beginning. (h) The dewdrops glinted and ……………………….in the morning sunshine. (i) The …………………….waters of the spring gushed out from the side of the mountain. (j) A …………………………of mischief lit up the face of the child. (k) He is a ………………………visitor to Delhi. (l) The Manager noticed that employees ……………………………..the cafeteria and concluded that they were either found of eating or of shirking work. (m) After his retirement, the management spoke of him …………………………. and with great affection. (n) The ……………………..of swine flu is increasing in a alarming manner. 10. Complete the following sentences by adding noun clauses as objects. Use the clues given in brackets and the appropriate subordinating conjunction. i) I don’t know ……………………………….(get/money back). ii) Can anyone tell me ………………………………………….(the matter/with him)? iii) Please confirm ………………………………….(you can come/on Sunday). iv) It is a good thing …………………………(he/working hard). v) The airhostess asked me ………………………………………………..(want/coffee, tea or juice). vi) I don’t understand ………………………………………….(she couldn’t/come/event). vii) Preeti hasn’t decided ………………………………….(go/Mumbai). viii) Jitendera didn’t say …………………………………………..(he/stay in Delhi).