办公室英语速查手册.doc

办公室英语速查手册办公室英语速查手册最牛英语口语培训模式：躺在家里练口语，全程外教一对一，三个月畅谈无阻！太平洋英语，免费体验全部外教一对一课程：TELEPHONEUseful telephone vocabulary and phrases in English Making contact Hello/Good morning/Good afternoon . This is John Brown speaking. Could I speak to . please?Id like to speak to . please. Im trying to contact . Giving more information Im calling from Tokyo/Paris/New York/Sydney Im calling on behalf of (Mr. X .) Taking a call X speaking Can I help you? Asking for a name/information Whos calling please? Whos speaking? Where are you calling from? Are you sure you have the right number/name? Asking the caller to wait Hold the line please Could you hold on please Just a moment please Connecting Thank you for holding The lines free now . Ill put you through Ill connect you now / Im connecting you now. Giving negative information Im afraid the lines engaged. Could you call back later? Im afraid hes in a meeting at the moment Im sorry. Hes out of the office today / He isnt in at the moment. Im afraid we dont have a Mr/Mrs/Miss . here Im sorry. Theres nobody here by that name. Sorry. I think youve dialled the wrong number. Im afraid youve got the wrong number. Telephone problems The line is very bad. Could you speak up please? Could you repeat that please? Im afraid I cant hear you. Sorry. I didnt catch that. Could you say that again please? Leaving/taking a message Can I leave/take a message? Would you like to leave a message? Could you give him/her a message? Could you ask him/her to call me back? Would you like him/her to call you back? Could you tell him/her that I called? Could you give me your name please? Could you spell that please? Whats your number please? PRESENTATIONSVocabulary AudienceGroup of listeners or spectators Body languageCommunication through facial expressions, body movements, etc. ChartSheet of information in the form of a table, graph or diagram DiagramGraphic representation of a situation e.g. the results of an action Flip chartPad of large paper sheets on a stand for presenting information Focus (on)Concentrate on something GraphDiagram showing the relation between variable quantities GuidelinesAdvice or instructions given in order to guide or direct an action HandoutWritten information (report etc) given to people at a presentation Key pointEssential or main point Ladies & GentlemenPolite way of addressing an audience of men and women MarkerPen with a felt tip used for writing on a whiteboard MicrophoneElectrical instrument used to amplify the speakers voice O.H.T.Overhead transparency : sheet of film with an image orprinted information for overhead projector ObjectiveWhat one wants to achieve; aim OutlineBrief description or presentation Overhead projectorDevice that projects an O.H.T. onto a screen OverviewShort presentation of the main points PointerRod or stick used to indicate things on a map, screen, etc. ScreenFlat, reflective blank surface on which films, slides etc. are projected Signposting languagePhrases used to help focus the audiences attention on differentparts of a presentation SlideSmall photographic transparency SummarizeMake a summary of the essential points; sum up TopicSubject of a discussion or talk TransparencyImage or information printed on transparent plastic or film Visual aidsAids such as charts, slides, etc used at a presentation WhiteboardFlat white board onwhich to write or draw with markersPRESENTATIONSUseful PhrasesPreparation is essential for an effective presentation.When giving a presentation, certain keywords are used to signpost the different stages.Its a good idea to memorize them and practise using them, so that they come to mind easily during a presentation. Starting the presentation Good morning/good afternoon ladies and gentlemen The topic of my presentation today is . What Im going to talk about today is . Why you are giving this presentation The purpose of this presentation is . This is important because . My objective is to .Stating the main points The main points I will be talking about are firstly . secondly. next, finally. were going to look at .Introducing the first point Lets start/begin with .Showing graphics, transparencies, slides etc. Id like to illustrate this by showing you.Moving on to the next point Now lets move on to .Giving more details Id like to expand on this aspect/problem/point Let me elaborate on that Would you like me to expand on/elaborate on that?Changing to a different topic Id like to turn to something completely different Referring to something which is off the topic Id like to digress here for a moment and just mention that .Referring back to an earlier point Let me go back to what I said earlier about .Summarizing or repeating the main points Id like to recap the main points of my presentation - first I covered - then we talked about - finally we looked at Id now like to sum up the main points which were:Conclusion Im going to conclude by. saying that/inviting you to/ quoting . In conclusion, let me. leave you with this thought/invite you toQuestions Finally, Ill be happy to answer your questions. Now Id like to invite any questions you may have. Do you have any questions? NEGOTIATIONSVocabulary Agent Person or company that acts for another and provides a specified service Agreement Arrangement between two or more people or companies Bargain price Reduced price Bedrock price Lowest possible price Commitment Engagement or undertaking; to commit oneself Compromise Each party gives up certain demands in order to reach an agreement. Condition A stipulation or requirement which must be fulfilled Contract Written agreement between two or more parties Counter-offer Offer made in response to an offer by the other party Counter-productive Having the opposite effect to that intended Deal A business transaction Discount Reduction in price Estimate Approximate calculation of the cost Facilities Equipment (e.g. parking facilities) Feasible Possible, something that can be done Figure out Find a solution; estimate the cost Know-how Practical knowledge or skill Joint Venture A way of entering a foreign market by joining with a foreign company to manufacture or market a product or service. Negotiate Discuss a business deal or contract in order to reach an agreement Point out Draw attention to something (e.g. the advantages of your proposal) Proposal Course of action, or plan, put forward for consideration; to make a proposal Quote Give an estimated price (a quotation) Range A selection of products sold by a company Rebate Reduction or discount Supply Provide customers with goods or services Supplier Person or company that supplies goods or services Tender An offer, in writing, to execute work or supply goods at a fixed price Turnkey Describes equipment ready for use or operation (e.g. plant or factory) Underestimate Make too low an estimate of something (cost, danger, difficulty) Work out Calculate (e.g. the price of something); find a solution MONEY & FINANCEVocabularycurrency converter A.T.M. Automated Teller Machine; cash dispenser Banknote Piece of paper money Borrow Obtain money which must be returned Broke (to be) To have no money Budget Amount of money available or needed for a specific use Cash Coins or bank notes (not cheques); actual money paid, not credit Cash dispenser Automatic machine from which a bank customer may withdraw money Cashier A person dealing with cash transactions in a bank, shop, etc. Cheque/check Written order to a bank to pay the stated amount from ones account Coin A piece of metal used as money Currency The money used in a country Debt Money owed by one person to another Deposit Sum payable as a first instalment on a purchase; money placed in an account in a bank Donate Give money especially to charity; make a donation Exchange rate The rate at which one currency can be exchanged for another Fee Payment made to a professional person (doctor, lawyer, etc.) Interest Money paid for borrowing or investing money Invest To put money into business, property, etc. in order to earn interest or profit Legal tender Currency that cannot legally be refused as payment Lend Give or allow the use of money which must be returned with interest Loan Sum of money to be returned with interest Owe To be in debt to somebody; to owe money to somebody Petty cash Small amount of cash available for everyday expenses Receipt Written statement that money has been paid Refund Pay back money received; reimburse Tip Small sum of money given to a waiter, taxi driver, etc. Withdraw Take money from a bank accountMEETINGSVocabulary A.G.M.Annual General Meeting Absentee Person not at the meeting, not presentAgendaWritten list of points to be discussed at a meetingAlternativeChoice of two or more possibilitiesAttendeeParticipant or person attending a meetingBallotSystem of secret voting; voters place their ballot-papers in a ballot-box Casting voteDeciding vote, usually by the Chairman, when votes are in equal number. Chairman/chairperson The person who conducts the meeting. ClarifyMake something clearer by giving more information.ConferenceFormal meeting for discussion or exchange of viewsConference callTelephone call between three or more people in different placesConsensusGeneral agreement DeadlineFuture date at which something must be doneDecisionReach a conclusion or resolution concerning future action I-conferenceA meeting or discussion between two or more people via the Internet. InterruptStop a person who is speaking in order to say or do something. ItemA separate point for discussion on an agenda Main pointWhat is most essential MinutesA written summary of the proceedings at a meeting ObjectiveWhat is aimed at, what one wants to achieve or obtain. Point outDraw attention to something e.g. point out an increase in demand ProposalA course of action put forward for consideration; to make a proposal. Proxy voteA vote cast by one person for another RecommendAdvise a course of action; make a recommendationShow of handsRaised hands to express agreement or disagreement in a voteSummaryA brief statement of the main pointsTaskA piece of work to be done; to assign a task to somebodyUnanimousIn complete agreementVideoconferenceConference linking people in different locations by satellite, TV etc.VoteExpress ones agreement or disagreement; to cast a vote.MARKETING-SALES Vocabulary After-sales service Service that continues after the sale of a product (maintenance, etc.). Agent Person or company that acts for another and provides a specified service. B2B e-commerce Business to business e-commerce : use of commercial networks, online product catalogues and other online resources to obtain better prices and reach new customers. B2C e-commerce Business to consumer e-commerce : online sale of goods and services directly to consumers. Benchmarking Comparing ones products to those of competitors in order to improve quality and performance. Buyer 1) Any person who makes a purchase. 2) A person employed to choose and buy stock for a company. Cash refund offer Offer to pay back part of the purchase price of a product to customers whosend a proof of purchase to the manufacturer. Chain store Two or more shops or outlets that have the same ownerand sell similar lines of merchandise. Client A person who buys services or advice from a lawyer, an accountant or other professional. Close Finalise a deal or sale. Convenience store Small shop located near a residential area that opens long hours, seven days a week. Customer A person who buys something from a shop or business. Coupon Certificate that gives customers a saving when they purchase a specific product. Deal A business transaction. Department store A large shop or store that carries a wide variety of product lines. Direct investment Entering a foreign market by setting up assembly or manufacturing facilities in that country. Discount A reduction in price. E-commerce Buying and selling by electronic means, primarily on the Internet. E-marketing Promotion of products and services over the Internet. Extranet A network that connects a company with its suppliers and distributors. Follow-up To maintain contact after the sale to ensure customer satisfaction. Franchise Association between a manufacturer or wholesaler (franchiser) and an independent business person (franchisee) who buys the right to own and operatea unit in the franchise system. Guarantee A promise that a product will be repaired or replaced if faulty. Intranet A network that connects people within a company to each other. Joint Venture A way of entering a foreign market by joining with a foreign company to manufacture or market a product or service. Market leader The company with the largest market share in an industry. Mark up The percentage of the price of a product added to cost to reach a selling price. Opinion leader Person within a reference who, because of competence, knowledge, or other characteristics, exerts influence on others. Packaging Designing and producing the container or wrapper for a product. Product Anything that can be offered on the market, usually for sale. Product line A group of products that are closely related. Prospect A potential customer. Representative A sales representative is a person who represents and sells for a company. Retail To sell in small quantities, as in a shop, directly to the consumers. Shopping centre Group of shops or retail businesses developed and managed as a unit. Telephone marketing Using the telephone to sell directly to customers. Trade fair An exhibition at which companies in a specific industry can show or demonstrate their products Viral marketing The Internet version of word-of-mouth marketing - email messages that customers pass on to friends. Wholesale To sell goods and services to those buying for resale (e.g. a shop) or for business use.WRITING BUSINESS LETTERSUseful phrases Salutation Dear Mr Brown Dear Ms White Dear Sir Dear Sirs Dear Madam Dear Sir or Madam Gentlemen Starting We are writing to inform you that . to confirm . to request . to enquire about . I am contacting you for the following reason. I recently read/heard about . . . and would like to know . . . Having seen your advertisement in . , I would like to . I would be interested in (obtaining/receiving) . I received your address from . and would like to . I am writing to tell you about . Referring to previous contact Thank you for your letter of March 15 . Thank you for contacting us. In reply to your request . Thank you for your letter regarding . With reference to our telephone conversation yesterday . Further to our meeting last week . It was a pleasure meeting you in London last month. I enjoyed having lunch with you last week in Tokyo. I would just like to confirm the main points we discussed on Tuesday . . . Making a request We would appreciate it if you would . I would be grateful if you could. Could you please send me . . . Could you possibly tell us/let us have. In addition, I would like to receive . It would be helpful if you could send us . I am interested in (obtaining/receiving.) I would appreciate your immediate attention to this matter. Please let me know what action you propose to take. Offering help We would be happy to . Would you like us to . We are quite willing to . Our company would be pleased to . Giving good news We are pleased to announce that . I am delighted to inform you that . You will be pleased to learn that . Giving bad news