191 Exercise 1 – Comparing Hotel Facilities This is a memo of the Compact Company. The company is arranging a meeting for its UK and European sales reps in Bath, in the south-west of England. It is rather short notice and David Burton has sent the following urgent memo to Alice Everett, and Alice has passed it on to Hilary Beacham. Study the memo below. Figure 6.8 Example of a Memo Source: Brieger & Cornish, 1989, p.76 Memo 28 August 2005 To: Alice Everett From: David Burton Subject: Sales conference Urgent I think we should hold the November meeting in a hotel this year. The travel between the different hotels and the Bath Centre last year wasted a lot time, so this year I suggest we have meeting and accommodation in the same venue. I have made a few preliminary enquiries from colleagues and they have given me the names of the following hotels: Hotel International The Regency Bath Concord The Imperial (I hope I’ve got their names right). Please keep me informed of developments.
192 Hilary has decided to start by phoning the Meeting Information Centre in Bath to check the hotels on the memo. She has made a list of the facilities and features which Alice has said are important. As you listen: Write the name of the hotel Indicate with a tick (√) if the hotel has the feature indicated. Indicate with a cross (x) if the hotel doesn’t have the feature indicated. Some have been done for you. Table 6.2 Hotel Reservation Hotels 1. the International 2.________ 3.________ 4._______ Large and small conference rooms x Special rates in November Near the city centre Close to the airport √ Easy access by road
193 Writing Exercise 2 Write a conversation with your partner in which you ask about hotel facilities. Secretary: Your supervisor is traveling to Taiwan and wants to stay in a hotel that has a business center and tennis courts and is located close to the airport. Hotel receptionist: Give information to the secretary. Your hotel has a business center, fitness center and is located about 6 kms from the airport. After you have finished writing the conversation, practice speaking together. Take turns to be the secretary and the hotel receptionist. 6.3 Booking a Table at a Restaurant In some cases, a secretary must also make reservations at a local restaurant when businesspeople come to visit the company and the executives would like to entertain them with hospitality. This is very similar to the other types of booking like flight or hotel room. The restaurant staff needs to get the information about the party and the secretary needs to make sure that everything will be ready when her supervisors and their guests arrive.
194 Listening Conversation Restaurant staff: Lotus Restaurant. Can I help you? Secretary: I’d like to make a reservation please. Restaurant staff: Certainly. What day will that be for? Secretary: For Wednesday, July 21st . Restaurant staff: OK. And how many people are in your party? Secretary: There are ten people. Restaurant staff: And what time will you be arriving? Secretary: Six in the evening. Restaurant staff: Just a minute. Let me check on availability. Secretary: OK. Restaurant staff: I’m sorry, but we don’t have a large table available at that time. Would seven o’clock be OK? Secretary: Yes, that should be alright. Restaurant staff: And could I have your name, please Secretary: Actually it is for my supervisor. His name is Lee Milton Restaurant staff: Could you spell that please? Secretary: Lee. L – E – E. Milton is M – I – L – T – O – N. Restaurant staff: Thank you. And can I have your telephone number? Secretary: Sure. It’s 02 696 3514. Restaurant staff: Thank you very much. Your reservation has been made for a party of ten on 20th Wednesday, July 21stat seven o’clock. Secretary: OK. Thank you very much. Restaurant staff: Thank you. Good-bye. Secretary: Bye.
195 Language Focus Booking a Table Secretary: I'd like to reserve / book a table for four at 8 pm, please. I'd like to reserve / book a table for a party of six at 8 pm, please. I'd like to book a table for two at 8 in the name of Hand, please. Could we have a table by the window, please? river? Could we have an outdoor table, please? an indoor Could we have a table away from the kitchen/toilets, please? Could we have a booth, please? Could you make sure it's a quiet table, please? Restaurant staff: How many people are there in your party? What day will that be for? What time will you be arriving? I’m sorry but there’s nothing available at that time. Would ________ o’clock be OK?
196 Listening Exercise 1 – Booking a Table Listen tothe conversation and fill in the form below. Figure 6.9 International San Marco Restaurant Booking Form Speaking Exercise 2 Write a conversation about booking a table at a restaurant with your partner. Secretary: Your supervisor is entertaining some business partners from overseas. He needs you to book a table at a good restaurant for 7 o’clock in the evening on the 16th of this month. There will be 7 people in the party. Restaurant staff: Help the secretary to book a table at your restaurant. Get all the information including date, time, number in the party and the name of the party. Unfortunately, your restaurant is fully booked at 7 o’clock, but there is a large table available at 7:30. After you have finished writing the conversation, practice speaking together. Take turns to be the secretary and the hotel receptionist. San Marco Restaurant Booking Form Name: …………………………………… Date: …..……......... Time: ………… am/pm Number in party: …..……................ Special requests: …..……..............
197 6.4 Review Activities 1. Fill in the missing words in the conversation below. Then practice speaking with your friend. Mr. James: Khun Porntip, I’m planning a business trip to New York and Mexico City . ………………………. the travel agency? Porntip: What are your travel’s plans, sir? Mr. James: I’ll leave Bangkok on ……….……… and plan to stay in New York ……..….. at the Royal Hotel. Then I will take a flight from New York to Mexico City, …….….. in the afternoon and stay at the Marble Hotel. Finally, I …………. Bangkok on the 13th of June. Porntip: ……………………. first class or a business class? Mr. James: Business class is fine. Porntip: Would you like the travel agency to ……………..……………… Mr. James: No, Mr. White, my business partner will pick me up at the airport. Porntip: OK. I’ll take care of it. Mr. James: Don’t forget to inform Mr. White about my trip, estimated date of arrival and my flight number. Porntip: As soon as everything is confirmed, I …………………………… 15 minutes later…… Porntip: Mr. James, your flight is already booked. Unfortunately, the Royal Hotel in New York is ………………………………….. Mr. James: How about the Grand Hotel? Porntip: I …………………………………… the travel agency right away. And thenI’ll fax ……………. to Mr. White.
198 2. Planning a Trip for Boss Work in a small group. Choose a city in another country where your boss will travel to for a business trip. Use the internet to find information about flights to that city and accommodation in that city. Choose a flight (round trip) and a hotel and then make a report for your boss showing the travel plans or itinerary and the complete details of the trip. Make sure you include the following information: 1. Duration and dates of the trip 2. Flight times – departure and arrival, outbound and return 3. Class on the flight, length of flight 4. Airport information 5. Hotel information including facilities and type of room 6. Some suggestions about good restaurants near the hotel 7. Some suggestions about tourist attractions in the city Conclusion In this unit, how to arrange the various aspects of a business trip has been presented. The learners have practiced listening to conversations about transport, accommodation and restaurants, then answered the questions and completed the dialogues. They have practiced integrating skills through reading the conversations to write the dialogues, including using some vocabulary words regarding business trips as well.
199 Task 1: Define objectives: what is it that you hope to achieve by traveling to the target country? Task 2: Identify sources of financial assistance: there are several organizations that can provide financial support for your business travel abroad. Task 3: Pre-travel consultations: there are many sources of expertise, information and advice that can help you to plan your trip. Task 4: Prepare for the trip: this step-by-step guide can help ensure that you do not overlook anything important in making your travel preparations. Task 5: Specific tasks to be completed during visit: develop a clear list of objectives and tasks for your trip before you leave. Task 6: Review items that may need follow-up after trip: the success of a trip depends on the follow-up that occurs after it is completed. Follow-up Activities Work in groups This is some advice on “Tasks for Traveling”. It can help the secretary before starting travel. Read these tasks, then work in 6 groups to discuss about what each task tell us. Source: Tasks for Traveling (Online), 2005
200 References Adamson, D. (1991). Starting English for Business. Hertfordshire, UK: Prentice Hall. Brieger, N.,& Cornish, A.(1989). Secretarial Contacts. New York: Prentice Hall. Ego4U (2006). [Online]. Available HTTP: http://www.ego4u.com/en/cram-up/ vocabulary /hotel/exercises?02[2006, April 23] Els. (2006). [Online]. Available HTTP: http://www.esl-lab.com/vocab/v-car-rental.htm [2006, April 23] Emirates. (2006). [Online]. Available HTTP: http://www.emirates.com/th/ [2006, April 23] Happy Tours. (2011). [Online]. Availablehttp://www.happytoursusa.com/en/nevada.php? gclid=CLTqwOPDgq0CFUIa6wodikxZTQ [2011, October23] Hopkins, A & Potter, J. (1999). Work in Progress: course book. Essex: Pearson Education. Joancusackfan. (2005). Making a reservation. [Online], Available: joancusackfan .com/hero.html [2005, June 5] Jones, L. & Alexander, R. (1992). International Business English. New York: Cambridge University. Knight, G. & O’neil, M. (2001). Business Explorer 1. Cambridge: Cambridge University. Localtalentfilms. (2005). The business trip. [Online], Available HTTP: http://www. localtalentfilms.com/ pics/TTPoster2.jpg [2005, June 5] Thaiair (2006). [Online], Available HTTP: http://www.thaiair.com/ [200, April 23] Tasks for Traveling (2004). [Online], Available HTTP: http://exportsource.ca/go/ exporrtsource/site.nsf/en/es01966.html. [2004, August 19] Travel Agent Central. (2011). [Online]. Available http://www.travelagentcentral.com/trendsresearch/who-todays-premium-air-traveler-new-gbta-study-tells-all-30136 . [2011, October 19] Wallwork, A. (2001). Business Options. Oxford: Oxford University.
Unit 7 Meetings Documents and Equipment Arranging documents for meetings is another important duty for secretaries. The secretary must prepare the agenda, keep the minutes and conduct all correspondence. This will include details of any changes involving the meeting for example, the dates or the other details of any correspondence sent out or received. Furthermore, the secretary performs many other related duties, such as maintaining a list of the telephone numbers and email addresses of staff and sending the information out to all members. In addition to this, a secretary may need to make sure that the equipment that is needed for a meeting is available and ready. Get Started 1. Discussion Some people have strong feeling about meetings. Discuss the following questions with your friends. Figure 7.1 Why Not Have a Meeting! Source: Littlejohn, 2001, p. 8 1. How do you think the writer of this poster feels about meeting? 2. What happens at meetings according to the picture? 3. Do you agree or disagree with the cartoon?
202 Vocabulary for Business Meetings Match the word on the left with its meaning on the right. 1. agenda ____ short for ‘as soon as possible’ 2. memo ____ a person who attends a meeting 3. minutes ____ a group of people officially responsible for performing a function, such as investigating, considering, reporting, or acting on a matter. 4. speech ____ an official record of a meeting. 5. reps ____ the leader of a meeting 6. memorandum ____ short for ‘representatives’ 7. committee ____ a plan of topics to discuss and decide upon for a business meeting 8. enclosure ____ a brief record written as an aid to memory, a note 9. ASAP ____ a public talk 10. chair, chairperson ____ short for ‘memorandum’ 11. participant ____ a document attached to or included in a message Figure 7.2 A Meeting Source: Meetingwizard (Online), 2006
203 7.1 Preparing for the Meeting In general, there are many things to prepare when managing a meeting. These include: 1) Arranging the documents involved in the meeting: the minutes of the last meeting, a meeting agenda, invitations for the meeting, and a meeting attendance list 2) Setting up the meeting room, and 3) Preparing equipment such as an overhead projector, transparency sheets, slides, the white board etc. Listening Conversation Executive: The Sales Department meeting is scheduled for this Friday morning. Have you sent a memo to everyone? Secretary: Yes, sir. I have. Executive: And have you typed up the agenda? Secretary: No, I haven’t done that yet. I will take care of that ASAP. Do you need me to take the minutes again? Executive: Yes. And I also need you to check the meeting room on Thursday and make sure all the equipment is ready. Secretary: OK. I’ll take care of that as well. Executive: Great. Language Focus Here are some expressions used when talking about and planning for a business meeting. Executive: The meeting is planned for next week. scheduled for next week. next Monday. tomorrow.
204 Have you informed everyone in the department? sent a memo to the committee members? typed up the agenda? the minutes? Secretary: Yes, sir. I have. I have done that. I have taken care of that. Executive: I need you to preparethe agenda for the meeting. type up a list of the attendees. make copies of the minutes from the last meeting. Could you make sure that the overhead projector is set up? everyone is informed about the meeting? the meeting room ASAP? Secretary: OK. I will make sure that is done. taken care of. I will take care of that. everything. Everything is ready. Do you need me to take care of anything else? take the minutes? Prepare other documents? Executive: Good work, Khun Vichai.
205 Listening Exercise 1 – Preparing for a Meeting Listen to the conversations below and answer the questions that follow. Executive: Khun Vichai, the Executive committee meeting is planned for next week. Have you informed everyone on the committee? Vichai: Yes, sir. I have given the committee members an informal notice of the meeting, both by telephone and memo. Executive: And have you prepared the agenda for the meeting, a list of the attendees, and the minutes from the last meeting? Vichai: Yes, sir. Everything is ready. Would you like to have a look at them? Executive: Yes, please. Vichai: Here you are. Executive: Excellent. And one last thing. Could you make sure that the overhead projector and microphones are set up in the meeting room ASAP? Vichai: Yes, of course. And I will get the new minutes typed up after the meeting. Executive: Good work, Khun Vichai. Source: Benjawan, 2003, p. 88 Questions 1. According to the conversation, were the members informed? ………………………………………………………………………………… 2. How did Vichai give informal notice of the meeting to the committee members? ………………………………………………………………………………… 3. What things have been prepared for the meeting? ………………………………………………………………………………… 4. What will Vichai do after the meeting? …………………………………………………………………………………………
206 7.2 Arranging the Documents Documents are a very important part of any business meeting. They inform the staff that the meeting will happen, they give information to the people attending the meeting to help them understand what the meeting is about and also help them to remember the important points after the meeting is finished. Generally, it is the responsibility of the secretary to prepare and organize the documents that are needed. 7.2.1. The Memo The memorandum or memo is a written form of communication distributed to people within an organization. This can be within the department, office or the whole company. In multinational organizations, sending memos from one subsidiary to another by fax or electronic mail is very common. Generally, the form of a memo is similar to the following: MEMO (name of company) Date: …………….. To ……………….. From …………….. Subject: ………….. ……...…………………………..…………… ……………………….……………………… …………………………….………………… ………………………………......................... …………………………………….………… …………………….………………………… ………….……………………………………
207 Language Focus Here are structures frequently used for writing memos. 1. Reference to Previous Communication They often make reference to a previous memo, letter or telephone conversation. In these cases the following introductory sentences are frequent. - As I mentioned on the phone, we…. - I received your memo about... - In response to your memo dated… - Further to our conversation… - I received the copy of the project that you sent me… 2. Requesting Something When the purpose of the memo is to request or ask for action or for something, the following introductory sentences are often used. - I’d be grateful if…. - I would appreciate it if you could send me…. - I’d like to request… - We’d like to know… - Could you fax me the information about….? - Would it be possible to get a copy of the… - Could you tell me if…….
208 3. Asking Someone to Do Something In this case the commonly used structure is the imperative form. Observe the examples: - Contact me as soon as possible after you receive…. - Take a look at the… and tell us what you think. - Let me know if you can… - Please note that I have received….. - Please inform your sales representatives that…. - Please check your…. - Do not inform your customers that……. 4. Sending an Enclosure When you enclose or attach documents or other forms of communication to an memo, the following expressions may be of help. - Attached is a copy of your original memo with…. - Find attached a list of… - Attached you will find the… - Enclosed in the envelope is…
209 Note: Memos and letters are the two most common types of business communication. Memos resemble letters in that they communicate information and are commonly used in the world of business writing. However, memos differ from letters in several important ways: 1. Memos are almost always used within an organization. 2. Memos are usually informal in style. 3. Memos are normally used for non-sensitive communication (communication to which the reader will not have an emotional reaction). 4. Memos are short, brief and concise. 5. Memos have a direct style. 6. Memos do not have a salutation. 7. Memos do not have a complimentary closing. 8. Memos have a specific format that is very different from a business letter. Source: Millan & Toselli, 1997, p.120
210 Exercise 1– Memos Complete the memos below by choosing an appropriate introductory sentence from the boxes on the previous page. Memo Three SILKY LINE Milan-Rome-Napoli-Madrid Phone: 221 5793 Fax: 776-5467 To: ……………………. From: …………………. Ref: …………………… Date: ………………….. __________________________________ ……………………………………………….. ………………………………………………. are sending you the list of the models and colors available for the next season tomorrow. If there are any other special requirements, please let us know as soon as possible. See you. Figure 7.3 Memos Source: Millan & Toselli, 1997, p.125 Memo One EL LIBERTADOR UNIVERSITY Date: …….. To ………. From …………….. Subject: …………. ……...………………………… ………………………………... the conference schedule. I think the dates are okay with me. Elaine also confirmed her coming. Can you make arrangements for the hotel reservations? Memo Two 23/05/2005 To: ……………….. From: ……………………… Subject: …………………… …………………………… ………………………………… 22 October 1995, I’d like to correct the information I sent on 10 October 2004. Attached you will find the document with the correct figures. Sorry! Paul
211 Exercise 2 Fill in the blanks with expressions from the list. Some expressions will be used more than once. I’d like to… I’d appreciate it if… Could you tell/send/check/fax… I’d be grateful if… Would it be possible to… Can you… Could I… May I… 1. ……………. inform Miss Dawson about the market research I’m enclosing? 2. …………….. me the goods before next Friday? 3. ……………… confirm the prices of the new items? 4. I’m checking out today. ……………………. give me the bill? 5. ……………… you made arrangements for our trip to Boston next month. 6. ……………… you faxed me a sample of a Letter of Recommendation. 7. ……………… use your telephone? 8. ………………. hire a car for me? 9. I’m in Room 15 ………………………….. bring breakfast for two? 10. ………………….. buy one of your colour screen computer models.
212 Exercise 3 Complete the sentences with expressions from the box. Could you fax me… See if you can… Please try to contact… Do not deliver… Inform the people involved… Would it be possible… 1. I’m traveling to Vienna next Monday. ……………………………………… to have a meeting on Tuesday afternoon with Mr. Wilhelm Zeig? Please let me know as soon as possible. 2. I don’t have the results of your last market research and I need at least some preliminary outcomes. ………………………………………….. some information about it? We are preparing the advertising campaign and there are some details that have to be decided right away. 3. I think the quotations from the overseas company you faxed me are a bit high compared to our local quotations. Please …………………………….. get a discount; otherwise it is preferable to buy here. 4. ……………………………………………. Mr. Stephen as soon as possible. Our representative in Montreal is about to sign the deal with the Navy. 5. Please ……………………………. that the July meeting has been cancelled. Mr. Jones is on sick leave. He won’t be available until August 5th . 6. URGENT. ITM Communications cancelled Order No. 3205. ……………… ……………………… any equipment until further notice.
213 Writing Exercise 4 Use the expressions for sending enclosures to write a memo for the following: 1. You are sending a copy of the documents that will be discussed at the conference. …………………………………………………………………… ………………………………………………………………………………….. 2. You are enclosing a quotation for silver plated tea/coffee sets. ………………………………………………………………………………….. ………………………………………………………………………………….. 3. You are attaching a letter dated 26th July 1995. ………………………………………………………………………………….. ………………………………………………………………………………….. 3. You are sending a list of committee members with your memo regarding the meeting. ………………………………………………………………………………….. …………………………………………………………………………………..
214 7.2.2. The Agenda The agenda is a framework or plan that supports the meeting. Agendas can be compared to road maps, blueprints, flight plans, recipes and musical scores. The agenda helps a group achieve a desired outcome during a meeting. To help ensure that all important issues are addressed, the agenda should be created with the input of the members of the committee or staff. Some groups ask a sub-committee of 2 or 3 people to help the chair plan agendas. Some groups spend time at the end of a meeting planning the next agenda. Some groups send a call for agenda items via mail or e-mail from the chairperson of the meeting. Parts of a Meeting Agenda The meeting agenda is a roadmap for the meeting. It lets participants know where they're headed so they don't get off track. Most importantly, the meeting agenda gives a sense of purpose and direction to the meeting. All agendas should include the following parts: Date of Meeting Meeting start time Meeting end time Meeting location Topic headings Include some topic details or aims for each topic heading Indicate the amount of time each topic is expected to take Indicate which people are expected to be the main topic participants for each topic Source: Meetingwizard (Online), 2006
215 Sample Agenda Template This is an agenda template. Figure 7.4 An Agenda Template Meeting Agenda Day _____ Date ______ Times _____ - ______ Location _____, Committee Name _____ Times Topics Discussion Leader 1) ____________ __________________ ___________________ ___(details/aims)____ 2) ____________ __________________ ___________________ ___(details/aims)____ 3) ____________ __________________ ___________________ ___(details/aims)____ 4) ____________ __________________ ___________________ ___(details/aims)____
216 Example 1 Meeting Agenda Internet Marketing Association - Meeting Agenda Start at 10:00 a.m. Friday, May 5 in the Board Room Item Responsible Time Opening Remarks President 5 mins VP Membership Report - intramural report - new member program intro Vice-president Membership 20 mins VP Financial Report - status of budget - housebill status Vice-president Finance 7 mins VP Rush Report - status of current efforts - status of next term plans VPR 7 mins VP Internal VPI 5 mins VP External VPE 10 mins Guest Speaker Community Relations 15 mins End at 11:10 Let's keep on track! Figure 7.5 A Meeting Agenda Source: Meetingwizard (Online), 2006
217 Language Focus Writing Agenda Items It is suggested that each item on the agenda should begin with an action word (verb). These items should frame the expectations of the attendees. Table 7.1 Action Words in an Agenda Common action words Example agenda items • decide • discuss • review • select • finish Decide best method for a student follow-up survey (phone, web, e-mail, etc.) Discuss after-hours building security Review recommendations from accreditation report Select speakers for symposium Finish reviewing graduate applications The table below illustrates some well and poorly written agenda items. Table 7.2 Poor and Better Words in Action Agenda Poor Better • TA Assignment • Retreat • Decide on TA Assignments for spring • Decide on agenda and activities for faculty retreat Although the committee chair or group leader usually has the final say on the agenda, it should be created with at least some input from other members.
218 The agenda should include the time and location of the meeting, the aims, the attendees and the approximate time allowed for each aim or topic. Talking about the Agenda Here is some of the language used when talking about an agenda. Notice how it is used to express the sequence of items and events. Beginning First(ly)…. To start with… Initially… e.g. To start with we need a date for the meeting. Initially I thought Tuesday 11th September. Later Stages Second(ly) … Third(ly) … Fourth(ly) … Then,… Once we’ve discussed that, we’ll go on to consider… After that, Following… Later, Next,…. e.g. • then l’ve received some suggestions from the other managers. • So put that down as the second point. • And thirdly? • Next, we’ll get onto the forthcoming advertising campaign.
219 Ending Final(ly) … Last(ly) … The last leaves … That just leaves … e.g. What’s the last thing on the agenda? • That just leaves ‘Computerisation of the market research programme’ as my final point for the agenda. • So, finally we’ve got ‘Computerisation of the market research programme’. Notice the difference in use between adjective form (without –ly) and the adverb form (with -ly). (a) We can use either the adjective form of ordinal numbers (first, second, third, etc,) and of ‘last’ to indicate the number of the stop. (b) We use the adverb form ‘initially’ and ‘finally’ to indicate the first and last step, e.g. finally we’ve got ‘Computerisation…’ (c) We use the adjective form when the ordinal number stands before a noun, e.g. so put that down as the second point (d) After the verbs ‘put’ and ‘take’ we use the adjective forms, e.g. put ‘review of market research activities’ third. We’ll take the advertising campaign fourth.
220 Exercise 1– Meeting Agenda Look at this agenda for a board meeting and complete the memo below. Board Meeting Tuesday, 23 June at 9.00 am. 09.00 Welcome speech Chairman 09.30-10.00 Financial Report Financial Director 11.00-11.30 Advertising Campaign Marketing Director 11.30-12.30 EZ20 Project Production Manager 12.30-14.00 Lunch 14.00-16.00 Future Plans All 16.00-16.30 Tea 16.30-19.00 Far East Developments Project Manager 19.00-20.00 Free Time 20.00 Dinner 22.00 Closing Speech Managing Director --------------------------------------------- Memo to: All Board Members From: MD’s Secretary Tuesday’s board meeting starts at ...…….(1). ……..(2) there will be a speech by the Chairman. ……….(3) there will be reports on finance, advertising, and the EZ20 project. Lunch will last ……….(4) hours from ……………(5) until ………………..(6). ……….(7) lunch, we’ll hear about ………………(7) until ………………..…(8). ……......……….. (9) you will be free between …………….(10) and …………………… (11), and ………(12) we will have dinner. (13) ………. we will hear the Managing Director’s closing speech.
221 Reading Exercise 2 Study the information about an effective agenda below and discuss the questions below with your friends. 1. What three items does an effective agenda include? 1). _____________________2)____________________ 3) ________________ 2. Why should the people attending the meeting receive the agenda before the meeting? 1).________________________________2) ___________________________ 3. How can they use the agenda during the meeting? 1). _________________________________2) ______________________________ Creating an effective agenda is one of the most important elements for a productive meeting. Here are some reasons why the meeting agenda is so important. 1. Communicates important information such as: topics for discussion, presenter or discussion leader for each topic, and time allotment for each topic. 2. Provide an outline for the meeting (how long to spend on which topics). 3. Can be used as a checklist to ensure that all information is covered. 4. Let the participants know what will be discussed if it's distributed before the meeting. This gives them an opportunity to come to the meeting prepared for the upcoming discussions or decisions. 5. Provides a focus for the meeting (the objective of the meeting must be clearly stated in the agenda). Figure 7.6 Creating an Effective Agenda Source: Meetingwizard (Online), 2006
222 Listening Exercise 3 Now listen to the tape and as youlisten, fill in the details of the items to be included on the agenda for the meeting. Exercise 4 Look at these agendas for meetings. (Marching meetings and office meeting) As the chairperson it is your job to introduce the order of points on the agenda. Complete the texts with information from the agendas and appropriate sequence words or expressions. 1. Marketing meeting 1. last meeting 2. Marketing reports: France and Germany 3. Marketing reports: Spain and Italy 4. Programme for next year 5. Date of next meeting Day/date: Time: Distribution Agenda 1. …………………………………………………. 2. …………………………………………………... 3. …………………………………………………. 4. …………………………………………………. 5. …………………………………………………. 6. …………………………………………………. 7. …………………………………………………..
223 2. Office meeting 1. Changes in work schedules 2. ‘No-smoking’ arrangements 3. Holiday arrangements 4. Next year’s pay rise 5. Arrangements for sick leave 6. General discussion Before we start the meeting I’d like to go over the order of business, as there will be a small change. To _______ ________ we are going to hear the minutes of the ________ _________. Once we _________ ________ the minutes, we are going on to the ________ point. However, we are going to leave the ________ point on your agendas till ________ later in the meeting. That means the _________ item will be the programme ________ ________ ________. ________ we are going to consider the _________ point on your agendas – the Marketing reports for Spain and Italy. ________ we are going to set _________ _________ __________ ________ ________ _________. I have decided to change the order of the items on the agenda. Because I felt that pay increases are uppermost in your minds, we will take that _______. ________, because of the problems we have had with illness I’d like arrangements for sick leave _______. Then I’d like to return to the beginning, to the _______ point – changes _________ ________ ________. That leaves us with the ________ point –_________ _________ _________. And ________ we will have _________ ________ _________.
224 7.2.3 Minutes Minutes are the immediate written record of a meeting. They often give a summary of the structure of the meeting. Minutes are often created at the moment of the meeting by the secretary, who may record the meeting in shorthand, and then type the minutes and issue them to the participants afterwards. Alternatively, the meeting may be audio-recorded and the minutes typed later. The minutes of certain bodies, such as a corporate board of directors, must be kept and are important legal documents. The main reasons for keeping minutes are to: • provide a permanent record of meetings for future reference • provide formal evidence of decisions, e.g. appointments, financial allocations, authorised actions • provide a record of policy decisions made and the basis for them • provide a starting point for action to be taken in future • create an official record which can be used in legal proceedings • inform members not present at the meeting and any others of the actions of the body concerned • assist in the conduct of future meetings • set out precedents for future occasions, in the case of rulings from the chair • provide documentary evidence for audit purposes At some meetings, especially less formal ones, the term 'minutes' is sometimes replaced by the term 'notes'. Notes differ from minutes in that, typically, they are less formal, depending on the status of the committee/working party concerned. They are typically: • less detailed, involving a shorter summary of discussion • emphasizes action to be taken after the meeting • do not need to be approved at the next meeting Source: Committer Secretarial Skills (Online), 2005
225 Businesses and private organizations may follow whatever rules they choose. Minutes may be as detailed and comprehensive as a transcription, or as short and concise as a bare list of the resolutions adopted or decisions made. Generally, minutes begin with o the organization name o the place o the date o a list of people present o the time that the chair called the meeting to order. Minutes then record what actually happens at a meeting, in the order that it actually happens, regardless of whether the meeting follows (or ignores) any written agenda. Because the primary function of minutes is to record the decisions made, any and all official decisions must be included. The minutes end with a note of the time that the meeting was adjourned (closed/finished). Source: En.wikipedia (Online), 2006
226 Example of Minutes Form Name of Organization: Purpose of Meeting: Date/Time/Venue (where the meeting took place): Chair: Minutes Taker (person writing the minutes): Present (list of people who attended): Topic Discussion/Decision Action Person Responsible 1. 2. 3. Figure 7.7 Minutes Form Taking Meeting Minutes At some point your boss may ask you to take minutes at a meeting. Since the minutes will serve as an official record of what took place during the meeting, you must be very accurate. Here are some tips for making this task easier: Before the Meeting • Decide how you will take notes, i.e. pen and paper, laptop computer, or tape recorder. It might be a good idea to make audio-recordings of important meetings as a backup to your notes. • Use the meeting agenda to prepare an outline. • Ensure that all of the essential elements are noted, such as type of meeting, name of the organization, date and time, venue, name of the chair or facilitator and the main topics. For formal and corporate meetings include approval of previous minutes, and all resolutions.
227 During the Meeting • Note the time the meeting begins. • Prepare a list of expected attendees and check off the names as people enter the room. Or, you can pass around an attendance sheet for everyone to sign as the meeting starts. • To be sure about who said what, make a map of the seating arrangement, and make sure to ask for introductions of unfamiliar people. Get a list of committee members and make sure you know who is who. • Don't try to write down every single comment -- just the main ideas and taking enough notes to summarize them later. Think in terms of issues discussed, major points raised and decisions taken. • Write down motions, who made them, and the results of votes, if any; no need to write down who seconded a motion. • Make note of any motions to be voted on at future meetings. • Note the ending time of the meeting. After the Meeting • Type up the minutes ASAP after the meeting, while everything is still fresh in your mind. • Include the name of organization, name of committee, type of meeting (daily, weekly, monthly, annual, or special), and purpose of meeting. • Include the time the meeting began and ended. • Proofread the minutes before submitting them. • Be sure to have the minutes approved by the chair or facilitator before distributing them to the attendees. Source: Careerplanning.about (Online), 2005
228 Reading Exercise 1 Work with a partner. Read theshort business meeting on the next page and take the minutes by writing them in the from below. Name of Organization: Purpose of Meeting: Date/Time/Venue (where the meeting took place): Chair: Minutes Taker (person writing the minutes): Present (list of people who attended): Topic Discussion/Decision Action Person Responsible 1. 2. 3.
229 Introduction The following dialogue is an example of a typical business meeting. As you can see from the dialogue, a typical business meeting can be divided into five parts: This example business meeting is followed by the two sections which provide key language and phrases appropriate for typical business meetings. Introductions of the people who are present at the meeting Meeting Chairman (Robert Swenson): If we are all here, let's get started. First of all, I'd like you to please join me in welcoming Jack Peterson, our Southwest Area Sales Vice President. Jack Peterson: Thank you for having me, I'm looking forward to today's meeting. Meeting Chairman (Robert Swenson): I'd also like to introduce Margaret Simmons who recently joined our team. Margaret Simmons: May I also introduce my assistant, Bob Hamp. Meeting Chairman (Robert Swenson): Welcome Bob. I'm afraid our national sales director, Anne Trusting, can't be with us today. She is in Kobe at the moment, developing our Far East sales force. Reviewing Past Business Meeting Chairman (Robert Swenson): Let's get started. We're here today to discuss ways of improving sales in rural market areas. First, let's go over the report from the last meeting which was held on June 24th. Right, Tom, over to you. Tom Robbins: Thank you Mark. Let me just summarize the main points of the last meeting. We began the meeting by approving the changes in our sales reporting system discussed on May 30th. After briefly revising the changes that will take place, we moved on to a brainstorming session concerning after sales customer support improvements. You'll find a copy of the main ideas developed and discussed in these sessions in the photocopies in front of you. The meeting was declared closed at 11.30. Beginning the Meeting Meeting Chairman (Robert Swenson): Thank you Tom. So, if there is nothing else we need to discuss, let's move on to today's agenda. Have you all received a copy of today's agenda? If you don't mind, I'd like to skip item 1 and move on to item 2: Sales improvement in rural market areas. Jack has kindly agreed to give us a report on this matter. Jack? Discussing Items Jack Peterson: Before I begin the report, I'd like to get some ideas from you all. How do you feel about rural sales in your sales districts? I suggest we go round the table first to get all of your input.
230 John Ruting: In my opinion, we have been focusing too much on urban customers and their needs. The way I see things, we need to return to our rural base by developing an advertising campaign to focus on their particular needs. Alice Linnes: I'm afraid I can't agree with you. I think rural customers want to feel as important as our customers living in cities. I suggest we give our rural sales teams more help with advanced customer information reporting. Donald Peters: Excuse me, I didn't catch that. Could you repeat that, please? Alice Linnes: I just stated that we need to give our rural sales teams better customer information reporting. John Ruting: I don't quite follow you. What exactly do you mean? Alice Linnes: Well, we provide our city sales staff with database information on all of our larger clients. We should be providing the same sort of knowledge on our rural customers to our sales staff there. Jack Peterson: Would you like to add anything, Jennifer? Jennifer Miles: I must admit I never thought about rural sales that way before. I have to agree with Alice. Jack Peterson: Well, let me begin with this Power Point presentation (Jack presents his report). Jack Peterson: As you can see, we are developing new methods to reach out to our rural customers. John Ruting: I suggest we break up into groups and discuss the ideas we've seen presented. Finishing the Meeting Meeting Chairman: Unfortunately, we're running short of time. We'll have to leave that to another time. Jack Peterson: Before we close, let me just summarize the main points: Rura l cus tome rs ne e d s pe cia l he lp to fe e l more va lue d. Our s a le s te a ms ne e d more a ccura te informa tion on our cus tome rs . A s urve y will be comple te d to collect data on spending habits in these areas. The re s ults of this s urve y will be delivered to our sales teams We a re cons ide ring s pe cific da ta mining proce dure s to he lp de e pe n our unde rs ta nding. Meeting Chairman: Thank you very much Jack. Right, it looks as though we've covered the main items Is there any other business? Donald Peters: Can we set the time for the next meeting, please?
231 Meeting Chairman: Good idea Donald. How does Friday in two weeks time sound to everyone? Let's meet at the same time, 9 o'clock. Is that OK for everyone? ... Excellent. I'd like to thank Jack for coming to our meeting today and giving the presentation. The meeting is closed. Source: Esl.about (Online), 2006 7.4 Meeting Equipment Sometimes it may be necessary for asecretary to organize the meeting room and make sure that all the equipment that is needed is ready. Thus, you should be familiar with the names of each item. Vocabulary Write the number of each item next to the correct word or words. flipchart __2___ remote control ______ pin badge ______ video recorder ______ transparency ______ screen ______ microphone ______ laptop computer ______ overhead projector ______ white board ______ cassette recorder ______ pointer ______ video cassette ______ multimedia projector ______
232 Speaking Work in pairs and talk about the office equipment above. Student A Student B What is this? It’s a flipchart. What is it used for? It’s used for writing information on. Figure 7.9 Meeting Equipment Source: Pohl, 2002, p. 65
233 7.3 Review Activity Work in small groups and hold a short meeting. Here is the agenda for a meeting you are going to hold. Follow these steps: Introductions, Beginning the meeting, Discussing items and Finishing the meeting. Agenda 1. Frequency of use of English in your office 2. Tasks/activities for which English used 3. Problems of English use 4. Suggested solutions One of you should act as chairperson to introduce the agenda, and control the meeting. The others should act as participants in the meeting to discuss the items on the agenda. The chairperson should start as follows: Before we start the meetingl’d like to go over the order of business. The items on the agenda are: 1. …………………………………………………. 2. …………………………………………………. 3. …………………………………………………. 4. …………………………………………………. If everyone agrees with the order of the points, let’s start with point one. Could you tell us how often English is used in your office? point two- What tasks or activities do we use English for? point three- What are some problems of using English on the office? point four - How can we solve these problems? What can we do to improve our English? Source: Brieger & Cornish, 1989, pp.82-83
234 Conclusion In this unit, documents related to meetings have been presented. The learners have practiced listening to conversations about meetings then answering questions, and transferring the information to complete the tables. They have noted down a guide for taking minutes and read about effective meeting-tips. The learners also practiced the vocabulary on meeting equipment. Follow-up Activities Work in groups to search for business documents such as the agenda and memos written in your native language. Share them with your teacher and classmates. a) Write down the main differences and similarities with respect to: date, salutation, body, closing, punctuation. (memos) and the overall format (agenda). b) Classify them according to their aim or purpose. c) Make a list of these purposes.
235 References Brieger, N.,& Cornish, A.(1989). Secretarial contacts. New York: Prentice Hall. Careerplanning.about. (2006). [Online]. Available HTTP:http://careerplanning.about. com/cs/communication/a/minutes.htm [2006, April 20]. En.wikipedia. (2006). [Online]. Available HTTP: http://en.wikipedia.org/wiki/Minutes [2006, April 20]. Esl.about. (2006). [Online]. Available HTTP: http:// http://esl.about.com/cs/on thejobenglish/a/a_meetex.htm?terms=free+sales+resumes [2006, April 20]. Example Agenda 1. (2005). [Online]. Available HTTP: http://www.ohrd.wisc.edu/ best2.htm [2005, May 14] Fournier,A.C. (1990). Open for Business. Massachusetts: Heinle & Heinle. Himstreet, C. W. & Murlin, B. W. (1984). Business Communications (7th ed). Oxford: Oxford University. Jones, L. & Alexander,R. (1992). International Business English. New York: Cambridge University. Littlejohn, A. (2001). Company to Company. Cambridge: Cambridge University Meetingwizard. (2006). [Online]. Available HTTP: http://www.meetingwizard. org/ meetings/meeting-agenda.cfm [2006, April 20]. Millan, M.& Toselli, M.(1997). On the Job. Singapore. Mc GrawHill International Edition Pohl, A. (2002). Test Your Professional English Secretarial Skills. London: Pearson Education. Committer Secretarial Skills. (2005). [Online]. Available HTTP: http://www.flinders. edu.au/staffdev/training/ /minutes.htm [ 2005, May 14]
Unit 8 Business Letters and Envelopes As a secretary, there are several kinds of letters that you need to know about, for example, the letter to make arrangements, to confirm arrangements and to thank someone for a service. This unit aims to provide practice in dealing with office activities which require written communication especially writing letters and addressing envelopes. Business letters to companies are formal letters in which you need to follow certain rules and conventions. Thesedays, written communication also includes electronic mail or e-mail. Get started Vocabulary Match the word on the left with its meaning on the right. 1. indent ____ lined evenly with a margin along the left or right edge of a page; not indented. 2. flush ____ the material form or layout of a publication. 3. layout ____ the use of standard marks and signs in writing and printing to separate words into sentences, clauses, and phrases in order to clarify meaning 4. address ____ the blank space bordering the written or printed area on a page. 5. format ____ short, clear and using few words 6. punctuation ____ the overall design of a page 7. brief ____ to move in from the margin. 8. margin ____ the location of a person or organization as written or printed on mail as directions for delivery
238 Discussion Look at the two letters below. 1. How are the two letters different? Figure 8.2 Susan’s Letter Source: Littlejohn, 2001, p. 1 Figure 8.1 Jennifer’s Letter Source: Littlejohn, 2001, p. 1
239 8.1 Business letters Business letters in English are usually brief and precise. The purpose is clearly stated and there is no room for unimportant information. Though there are different types of letters (Applications, Orders, Circulars, Letters of Complaint, Letters of Request, etc.), they all look alike because their form or layout contains similar parts. 8.1.1 The Layout of Business letters The layout of letters can be classified into two important parts: essential and optional parts. 2. OPTIONAL PARTS 2.1. Reference 2.2 Subject 2.3. Copy notation 2.4. Typist’s initials MILTOS ELECTRICAL APPLIANCES 501 Oak Drive Washington, DC 22063 Sept. 8th, 2003 Your Ref.: Our Ref.: Home Services Inc. 19 Henderson St. Detroit, Michigan 31720 Dir Sirs: *Air – conditioning systems ……………………………………………………………… ………………………………………………………………. ……………………………………………………………….. Very truly yours, CC: Martin Elliot Ken Wood Luisa Talbot Ken Wood Sales Manager *KW/pa 1. ESSENTIAL PARTS 1.1 Printed letter-head, sender’s address 1.2 Date 1.3 Inside address 1.4 Salutation 1.5 Body (content: i.e. purpose and details) 1.6 Closing 1.7 Signature 1.8 Writer’s name 1.9 Job title Figure 8.3 Letter Form Source: Millan & Toselli, 1997, p. 84
240 Language Focus 1. Essential Parts 1.1 The sender’s address is either in the top right hand corner or centered. Companies and organizations usually have this information printed. 1.2 The date, written under the sender’s address, may be expressed in different ways. American Style British Style Letters March 4, 20... 4 March 20... Form-filling 3.4.20…. Mar. 4, 20... 3/4/20… 4.3.20... 4 Mar., 20… 4/3/20... Americans write the month first and then the day. The British and people from most other countries always write the day first and then the month. 1.3 The inside address includes the name of the addressee or the position of the addressee or both if you know them. Mr./Mrs./Miss/Ms. K. Morris Personnel Director Household Equipment Inc. 2 Florida Boulevard San Diego, CA 91122
241 To address a letter to a company you may use American or British style. American Style British Style Home Services Inc. Messrs. Jones & Co. 456 Madison Avenue 25 Crocus Lane New York, NY 10014 Oxford OX1 1DZ 1.4 Salutation to a person in a company. Formal Less formal - Salutation to a person Dear Sir: (American) or Dear Sir, (British) Dear Mr. or Mrs. or Miss or Ms. Morris, Dear Madam: (American) or Dear Madam, (British) - Salutation to a company Gentlemen/Dear Sirs: (American) Dear Sirs, (British) 1.5 The body of the letter is the content of the letter. - It may include an introductory sentencethat makes reference to another letter or fax previously received or sent. For example: -Thank you for your letter of June 16. - I/we refer to your fax dated…. - With reference to your letter dated…