anh văn ngoại thương.

TRƯỜNG ĐẠI HỌC CẦN THƠ













GIÁO TRÌNH TIẾNG ANH CHUYÊN NGÀNH

ANH VĂN NGOẠI THƯƠNG 2


Biên soạn: LƯU NGUYỄN QUỐC HƯNG, Th.S.

2009

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TRƯỜNG ĐẠI HỌC CẦN THƠ CỘNG HÒA XÃ HỘI CHỦ NGHĨA VIỆT NAM
TRUNG TÂM NGOẠI NGỮ Độc lập - Tự do - Hạnh phúc


ABOUT THE AUTHOR


I. THÔNG TIN VỀ TÁC GIẢ


Họ và tên: Lưu Nguyễn Quốc Hưng
Sinh năm: 26.01.1970
Cơ quan công tác: Trung tâm Ngoại ngữ,
Trường Đại học Cần Thơ

Địa chỉ email để liên hệ:


II. PHẠM VI VÀ ĐỐI TƯỢNG SỬ DỤNG

• Giáo trình có thể dùng tham khảo cho những ngành nào: sinh viên ngành ngoại
thương

•
Có thể dùng cho các trường nào: Khoa Kinh tế & Quản trị Kinh doanh, Trường Đại
học Cần Thơ, chuyên ngành ngoại thương, các trường Kinh tế

•
Các từ khóa: (Đề nghị cung cấp 10 từ khóa để tra cứu): internatinal trade, import,
export, world trade, WTO, compete, SWOT, business trend, globalization, e-
commerce

•
Yêu cầu kiến thức trước khi học môn này: học viên cần có kiến thức anh văn tổng
quát tương đương trình độ B (trung cấp) để bắt đầu chương trình 1 (international trade
1) và hoàn thành chương trình 1 để tiếp tục chương trình 2 (international trade 2).

•
Đã xuất bản in chưa, nếu có thì nhà xuất bản nào: chưa

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CONTENT
ABOUT THE AUTHOR 2
CONTENT 3
UNIT 1: INTRODUCTION 4

LESSON 1: GREETINGS AND INTRODUCTION 4
UNIT 2: YOU AND YOUR COMPANY 7
LESSON 2: PERSONAL AND ORGANIZATIONAL PROFILE 7
LESSON 3: COMPANY CULTURE 9
LESSON 4: COMPANY ORGANIZATION 13
UNIT 3: COMPANY ACTIVITIES 17
LESSON 5: SELLING AND BUYING 17
LESSON 6: SALES AND NEGOTIATION 23
LESSON 7: SALES DOCUMENTATIONS 28
UNIT 4: FOREIGN EXCHANGE 31
LESSON 8: CURRENCY EXCHANGE 31
LESSON 9: PAYMENT IN INTERNATIONAL TRADE 35
UNIT 5: TRANSPORTATION 38
LESSON 10: METHODS OF TRANSPORTATION 38
LESSON 11: DISTRIBUTION 41
UNIT 6: IMPORT & EXPORT 44
LESSON 12: IMPORT & EXPORT REGULATIONS 44
LESSON 13: INTERNATIONAL TRADE REGULATIONS 46
LESSON 14: QUOTATIONS 50
UNIT 7: CONSOLIDATION 53
LESSON 15: REVISION 53
REFERENCES 63
GLOSSARY 64

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UNIT 1: INTRODUCTION

LESSON 1: GREETINGS AND INTRODUCTION
Starting a conversation.

1.1
Look at the following pictures. What do you think people say in each situation to start
the conversation?



1.2
Match the conversation openings on the left with the places where they can be asked
on the right. The first one is done as an example.

a) Have you been waiting long?
At a bus stop: a
b) Excuse me, does your company have a stand here?
On a factory visit
c) Have you worked here long?
On a train
d) Do you fly a lot?
At a trade fair
e) Excuse me, is this seat free?
On a plane

1.3
Think of more conversation openings


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1.4
Complete the following conversations.
a) I don’t think we’ve met. My name’s Tim Reed.
- ………………………………… I’m Mike Lam.

b) Are you going to Osaka on business?
- ………………………………… .
c) Nice party, isn’t it?
- Really nice. I’m ………………………………… .
d) May I sit here?
- ………………………………… .

Listen and check your answers.

1.5
Introduce yourself to another student.
Hello, / Hi, nice to meet you. I’m …
I come from / I’m from … . I work for …

1.6
Find out about some other students. Ask and answer these questions
Where do you live?
Who do you work for?
What does your company do?
How many employees does it have?
Who are your main customers?
What are you responsible for?
What do you like doing in your free time?

Ending a conversation

1.7

Here are some ways of ending a conversation. Listen and complete the blanks with
missing words.

Dialogue 1
A: Well, it was very nice ……………. to you.
B: Yes, we must ……………. again sometime.
A: That would be ……………. Here’s my card. Maybe we can get together …
……………. time you’re in town.
B: I ……………. so. And here’s my card.

Dialogue 2
A: Well, it was ……………. to see you ……………., Harry.
B: Yes. And we should get together again soon. How about ……………. next week?
A: That would be great. Give me a call at the office, and we’ll ……………. a time.
B: Fine. ……………. you next week, Frank.

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Dialogue 3
A: Your new ……………. sounds very interesting. Could you send me a price
…………….?
B: Yes, of course. I’m very sorry, but would you ……………. me? I have to make
an ……………. phone call.
A: …………….

Dialogue 4
A: Your new product sounds very …………… Could you …
B: Sorry. I have to ……………. to that woman over there. She’s an important
……………. .
A: Oh! … of course.

In which dialogue(s):
- Do A and B know each other well?

- Does A decide to end the conversation?
- Does B decide to end the conversation?
- is B impolite? Why?

1.8
Can you think of any other ways of ending a conversation?

1.9
With a partner, practice meeting someone for the first time at a business reception. Use
real or imaginary information about yourself. Try to continue the conversation for as
long as possible, using the following table as a guide.


Begin the conversation
⇓

Introduce yourself

⇓

Continue the conversation
(talk about your company, job, family, hobbies, and interests, etc.)


⇓
End the conversation



Review questions:

• What are ‘ice-breakers’? What are some useful expressions to start and end a
conversation formally?

Reference:
• Barnard, R. and Cady, J. (1994). Business Venture 1. Oxford: Oxford University
Press.
• Barnard, R. and Cady, J. (1994). Business Venture 2. Oxford: Oxford University
Press.


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UNIT 2: YOU AND YOUR COMPANY
LESSON 2: PERSONAL AND ORGANIZATIONAL PROFILE
2.1

Two presenters introduce themselves at a conference. Which words do you hear?

Dialogue 1
I work _______ Ricoh. (at, with, for)
I’m a project _______ in the manufacturing division. (manager, supervisor, coordinator)
Ricoh _______ office equipment. (produces, manufactures, makes)

Dialogue 2
I’m a sales _______. (manager, administrator, executive)
I work _______ Nokia _______ Helsinki. (in, on, for, with, to)
My company _______ cell phones. (produces, makes, distributes)

Company activities
2.2
Make sentences about the companies below. Use the words in the boxes.

Philips Adidas McDonald’s
Nikon Microsoft Hyundai
È
produce develop
sell distribute
È
sporting goods
cars
fast food
computer software
stereo equipment
camera and optical equipment

For example: Philips produces stereo equipment.

Talk about other companies in the same way.

Company and Jobs
2.3
Use the words from the box to fill the gaps.

deal with develops sells department orders administrator

I’m a sales ________1 . I work in the sales ________2 of Philips. I check customer
________3, prepare sales report, and ________ ________4 complaints. Philips
________5
stereo equipment around the world, and ________6 many new products every year.

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Listen and check your answers.

2.4
Read other descriptions of people in a company. Then talk about other people in your
company / organization / class.
− I’m a sales administrator.
− I prepare / write sales reports.
− I check customer orders.
− I organize / supervise deliveries.
− I deal with complaints.

A World Without Borders

2.5
Read the following text.

Some of the larger countries of the world are breaking up into smaller units. The former
Soviet Union is now a collection of smaller states or countries less formally tied together.
Dozens of new nations have been created since the end of the 1980s. Currently, over 180
countries are members of the United Nations. The U.N. began with only 50 countries
when it was founded in 1945.

This trend toward more and smaller nations does not tell the whole story, however.
Although many nations now exist, in some ways our borders are disappearing.
Independent countries are joining together so that they can improve trade, discuss
regional and world issues, and share technology. Some of the important alliances today
are NAFTA, E.U., and Mercosur.

Was your native country once part of a larger country? Has your native
country joined another? Has it made any economic or political agreements
with other countries?

2.6
What do you know about these abbreviations? Give a presentation of each
organization.

AFTA APEC ASEAN GATT NAFTA WTO


Review questions:
• Prepare a brief introduction of your present / future company.

Reference:
• Barnard, R. and Cady, J. (1994). Business Venture 1. Oxford: Oxford University
Press.

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LESSON 3: COMPANY CULTURE
3.1

A director of Starbucks, an American coffee manufacturer, is giving a talk about his
company. Listen and choose the correct answer, a or b.

Activity:
a) Sells coffee in the
USA and Canada.
b) Sells coffee all over the
world.

Location of stores:
a) West Coast b) West and East Coasts
Head Office:
a) Seattle b) Washington DC
Annual Sales:
a) $225 million b) $285 million
Annual growth:
a) More than 5% b) More than 75%
Name of President:
a) Mr. Howard b) Mr. Schultz
Employees:
a) 3,500 b) 6,000
Company philosophy:
a) Customer comes
first.
b) Customer and
employee both come first.

3.2
Think about some companies you know well. Does the customer come first, or
the employee? In your opinion, which is better?

3.3
Semco is a company which is run by Ricardo Semler and is famous for its unusual
management structure. Semco gives its new employees a survival manual. Read the
following extract from the manual and match the headings 1-6 to the gaps a-f.

1. Working environment
2. Authority
3. Hiring

4. Clothing and appearance
5. Working hours
6. Participation

a) ____________
Our philosophy is built on
participation and involvement. Don’t
settle down. Give opinions, seek
opportunities and advancement, always
say what you think. Don’t be just one
more person in the company. Your
opinion is always interesting, even if
no one asked you for it. Get in touch
with your factory committees, and
participate in elections. Make your
voice count.
b) ____________
Before people are hired or promoted,
the others in that unit have the
opportunity to interview and evaluate
the candidates.
c) ____________
Semco has flexible working hours, and
d) ____________
We want all our people to feel free to

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the responsibility for setting and
keeping track of them rests with each
employee. People work at different

speeds and differ in their performance
depending on the time of day. Semco
does its best to adapt to each person’s
desires and needs.
change and adapt their working area as
they please. Painting walls or
machines, adding plants, or decorating
the space around you is up to you. The
company has no rules about this, and
doesn’t want to have any. Change the
area around you, according to your
tastes and desires and those of the
people who work with you.
e) ____________
Neither has any importance at Semco.
A person’s appearance is not a factor
in hiring or promotion. Everyone
knows what he or she likes or needs to
wear. Feel at ease – wear just your
common sense.
f) ____________
Many positions at Semco carry with
them hierarchical authority. But efforts
to pressure subordinates or cause them
to work out of fear or insecurity, or
behavior that shows any sign of
disrespect, are considered an
unacceptable use of authority and will
not be tolerated.

3.4
Complete the second column of the chart with information from the texts to summarize
the ways in which Semco is different from more traditional types of companies.

In more traditional companies: At Semco:
1. people are expected to just do
their job and keep their opinions
to themselves.

2. management decides who will
be hired or promoted.

3. management decides workers’
hours.

4. management controls the
working environment.

5. management often say what you
can and can’t wear.

6. managers can sometimes make
staff feel pressured.


3.5
Read this information.
Empowerment
In many companies and organizations, employees do only what they
expect to do, and are expected to do, within their level of the hierarchy.

However, there are now a number of organizations around the world that
have adopted different management styles in order to ‘empower’ their
employees. This means that they encourage individuals to use their own
initiative and to play an active role in the success of the organization.


10
A survey conducted by the Gallup Organization discovered that twenty-four per cent of
US workers would fire their boss if they had the chance. What would the results be for
your country?

3.6
Listen and decide if these statements are true (T) or false (F).
1. _____ Semler started the company himself.
2. _____ Semler gave control to the managers.
3. _____ The company does not have a hierarchy of levels.
4. _____ There is a new CEO every three years.
5. _____ Everyone is responsible for their own secretarial work.
6. _____ Workers can elect their managers.
7. _____ Semler decides on the number of working hours and pay.
8. _____ Semler feels that people become more responsible when they make the
decisions.

3.7

Listen to a short description about St Luke’s Advertising Agency, and answer the
following questions.
1. How many people work at St Luke’s?
2. Who are Andy Law and David Abrahams?
3. Who makes most of the management decisions?

4. How did Abrahams and Law prepare their staff to accept more responsibility?
5. What do companies need to do for empowerment to be successful?

3.8
Work in groups and discuss these questions.
- How practical do you think these ideas would be in your country or
culture?
- What do you think the advantages are of working in organizations like
Semco?
- What are the advantages of working in a traditional company hierarchy?

3.9
How much do you know about international business etiquette? Choose the correct
answer.

If you are doing business in Israel, you
should not expect to have any meetings on
a) Friday b) Saturday c) Sunday
You should refer to Japanese visitors to
In Saudi Arabia, you should avoid showing
people
a) the palm of your hand
b) the sole of your foot
If you were giving a gift of soap in the

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your country as
a) Orientals b) foreigners c) Asians
When doing business in Japan, you don’t
need to take any business cards with you.

a) True b) False
In Japan, which of the following would be a
suitable gift?
a) four red roses
b) six white carnations
c) ten pink lilies
Which color should you avoid if you are
giving a present in Mexico or Brazil?
a) white b) blue c) purple
In England, you don’t need to say anything
at the start of a meal.
a) True b) False
Philippines, which scent should you avoid
a) oranges b) lemons c)
strawberries
When you have finished eating a Chinese meal
with chopsticks, it is polite to cross the chopsticks
on the plate.
a) True b) False
In the United States, smoking is acceptable in
almost all business and social situations.
a) True b) False
You should not criticize the King or Queen in
a) England b) Thailand c) Spain
A man should not shake hands with a woman in
a) South Korea
b) Iceland
c) Ethiopia

3.10

Think of some useful advice you could give to foreigners about business and
social situations in your country. Think of six things that they should do,
shouldn’t do, or don’t need to do.
Example: You should be very punctual for business appointments, but you don’t
need to be so punctual for social engagements.



Review questions:
• What is business culture? What are some business ‘rules’ foreign business partners
should know when doing business in your country?

Reference:
• Barnard, R. and Cady, J. (1994). Business Venture 1. Oxford: Oxford University
Press.
• Hollett, V. (1994). Business Objectives. Oxford: Oxford University Press.
• Nauton, J. (2000). Head for Business – Intermediate Student’s Book. Oxford:
Oxford University Press.




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LESSON 4: COMPANY ORGANIZATION
4.1
− What’s your nationality?
− Name your neighboring countries. What nationalities are the people who
live there?
− What other countries do you have business dealings with? What
nationalities are your business contact?

Company Location and Types of Business
4.2
Do you know any of these companies? What products and services do they sell? Are
any of them in the same business as you? Where are their headquarters located?



13
4.3
What type of businesses are they? Find:
a. a car manufacturer
b. a publisher
c. a freight company
d. a bank
e. a pharmaceutical company
f. a telecommunications company
g. a petroleum company
h. an electricity company
i. a retailer
j. a white goods producer

4.4
What does each company do? Find one which:
a. develops drugs and medicines
b. publishes newspapers and operates TV networks
c. sells skin and hair care products
d. delivers mail, packages, and freight
e. explores for oil and operates refineries
f. manufacturers cars

g. produces refrigerators, freezers, etc.
h. provides commercial banking services
i. supplies electricity
j. supplies telephone and cable services

4.5
Tell your partner about your company.
• What business is it in?
• What does it do?
• Who are its main clients?
• When was it founded?
• Where’s the head office?
• Where does it operate?

Company Organization
4.6
Study the three diagrams representing the structure of an organization.
In diagram 1, which group of people
1. own the company?
2. sell to the company?
3. formulate policy?
4. buy from the company?
5. work for the company?



14


In diagram 2 and 3, which part of this organization

1. manufactures the products?
2. sells the products?
3. deals with personnel matters?
4. creates new products?
5. buys supplies?
6. gets the products to the consumers?
7. records transactions, collects cash, makes payments, and calculates costs?
8. plans, schedules, monitors, measures, and gives direction?

4.7
Do any of these diagrams represent the structure of your organization? How
are they similar? How are they different? Draw a diagram of your
organization and explain it to your friends.

4.8
Many companies are multinational: they operate in several different
countries.
• What advantages and disadvantages do multinational companies have
(compared with smaller companies)?
• Would you prefer to work for a big multinational company, or a small
company? Why?



15
4.9
Shigeru Kanemori and some colleagues from Japan are attending a presentation of
ICL. A senior executive is talking about how the company is organized.
Listen and complete the chart.

Write your answers:
___________ ___________ ___________ ___________
___________ ___________ ___________ ___________

4.10
Draw an organization chart for your own company or a company you know.
Present your company to your partner.


Review questions:
• Describe your company organization. Draw a chart of organization.

Reference:
• Grant, D. and McLarty, R. (1994). Business Basics. Oxford: Oxford University
Press.
• Hollett, V. (1994). Business Opportunities. Oxford: Oxford University Press.
• Hollett, V. (2000). Quick Work – A short course in Business English. Oxford:
Oxford University Press.



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UNIT 3: COMPANY ACTIVITIES
LESSON 5: SELLING AND BUYING
5.1
Look at the photos and discuss these questions:
− What is happening in each picture?

− What do all the situations have in common?
− What might the people be saying?
− What sort of relationship do the people have with each other?





A Sale Simulation
5.2
Work in pairs. One student is a BUYER and the other is a SELLER.
Follow the steps below according to your roles as SELLERS or BUYERS.

BUYER: You have received a memo from your head asking you to buy some furniture.
Choose either of the memos below and do not read the other one. Take your information
from the memo you have chosen and talk to the ‘sales assistant’ (do not show him / her
the memo). You can choose from the chairs pictured below, but the sales assistant will
tell you how much they cost and anything else you want to know. You must not pay more
than the amount your head says in the memo, but try and get the best terms you can.

17


SELLER: A customer wants to buy some chairs from you. This is the range you have in
stock.


You can offer a 10% discount on sales of £500 or over if you think it will help you get a
sale. Do not show your catalogue to the customer. She has pictures of the chairs.

Start the conversation by saying: Can I help you?


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5.3
Sums of Money
Notice the following points:

£62,573.22 $25.02 38p 67¢

− The pound (£) or dollar ($) signs go before the numbers.
− A decimal point (full stop) separates pounds from pence and dollars from cents.
− We only write p or ¢ after sum of money when cents or pence are written alone
without pounds or dollars, e.g. 6¢ (but $.06)
− Note: £5m = five million pounds
− $6.2m = six point two million dollars, or six million, two hundred thousand dollars

5.4
Read the following text. Which of the points do you agree or disagree with? Give your
reasons.


Anyone who has contact with customers is a salesperson – that includes the
telephonist who answers the phone and the service engineer who calls to repair a
machine. So that probably includes you!

The relationship between a salesperson and a client is important: both parties
want to feel satisfied with their deal and neither wants to feel cheated. A
friendly, respectful relationship is more effective than an aggressive,
competitive one.

A salesperson should believe that his or her product has certain advantages over
the competition. Customers want to be sure that they are buying a product that is
good value and of high quality. People in business are not going to spend their
company’s money on something they don’t really need (unlike consumers, who
can sometimes be persuaded to buy ‘useless’ products like fur coats and solid
gold watches!).

Some salespeople adopt a direct ‘hard sell’ approach, while others use a more
indirect ‘soft sell’ approach. Which approach do you prefer? Whichever
approach is used, in the end perhaps a good salesperson is someone who can
persuade anyone to buy anything. On the other hand, maybe a good salesperson
is someone who knows how to deal with different kinds of people and who can
point out how his or her product will benefit each individual customer in special
ways. After all a buyer is called a ‘buyer’ because he or she wants to buy. All
you need to do is to convince them that your product is the one they want. A
successful sales meeting depends on both the salesperson and the customer
asking each other the right sort of questions.



19
5.5
Fill the gaps in these sentences with these words

before buying client individual product wants weaknesses

If you want to be a successful salesperson and negotiator, you should …

1. know your __________ and its main features.

2. know the strengths and __________ of competing products.
3. find out who makes the __________ decisions in your client’s firm.
4. plan each sales interview __________ it takes place.
5. Match what you’re selling to each client’s __________ and needs.
6. Listen to what your __________ tells you.
7. Remember that each client is an __________, not a number.

Process of Sales
5.6

You’ll hear part of a talk at a workshop for people who have little experience of selling.
Listen and fill the gaps of the summary of the talk.

The __________ Stage:
Usually on a phone call. You have to talk to __________ in person,
not his / her __________.
Identify yourself and arrange an __________.
The __________ Stage:
a) prepare and __________ with a __________ or __________.
b) dress suitably for the __________.
c) behave in a __________, confident but __________ manner.
d) don’t spend too long on __________.
e) show that you’re a __________, __________ person.
f) mention __________ firms who use your product.
g) tell the client about the __________ of your product.
h) encourage your client to talk by __________ and only __________ talk __________
the time yourself.
The __________ Stage:
recognizing exactly when your client is ready to __________ the order.
This depends on __________.

Finally, __________ your client for the order and leave.

Negotiation on an International Deal
5.7
Discuss some of the different behavioral styles in negotiation which you
know or have experience of.


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5.8
Complete the following sentences using suitable form of the word ‘negotiate’
1. She is a really ……… , she’ll always get us the best deal.
2. ……… have broken down again between the government and the train drivers.
3. Never forget that ……… is a science; there are techniques you can learn.
4. I’m sorry, the price is not ……… , you’ll have to take it or leave it.


Listen and check your answer.

5.9
Listen to the following passage and complete the missing words.

International Trade Does Not Just Happen

International trade does not just happen. It is the result of ________1 relationships and
processes to ease the ________2 of goods and services.
This week, we spoke with David Good in Washington, D.C. He is the chief ________3
for Tata Sons in North America. The Indian company Tata Sons is part of the Tata
Group, India’s largest and best-known company.

Tata wants to increase economic ________4 with the United States. That is what David
Good’s job is all about. He ________5 his office as an embassy for Tata Sons in
Washington. Mister Good explains Tata’s products and services to American businesses
and government officials. He seeks to build ________6 and understanding. He also
advises Tata on American ________7 and policies and provides information on business
conditions.

Mister Good learned the ________8 he uses every day working for the Department of
State and the United States Information Agency. He spent thirty-four years in
government before ________9 Tata.
The Tata Group is made up of ninety-six companies that ________10 more than two
hundred thousand people. Tata operates in more than fifty-four countries. Its companies
run hotels, provide engineering services and business ________11. They also make cars
and steel, among other things.
The group’s yearly ________12 are about twenty-two thousand million dollars, or almost
three percent of India’s total economic ________13.

Tata has ________14 in the United States mainly by buying ownership ________15 in
other companies. For example, Tata Sons bought thirty percent of a New York-based
company that makes Vitamin water products. Expanding in America is good business for
Tata. It also ________16 American jobs. Mister Good says Tata employs about ten
thousand people in this country.

Tata continues to grow ________17. This week, Tata Steel proposed to buy the British
steel maker Corus Group. Tata also plans major ________18 in South Africa.

21
Tata also is proud of its tradition of giving money to important causes. Two-thirds of
Tata Sons is ________19 by charitable trusts that are part of the Tata Group. The Group
says it gives about one hundred million dollars a year to support science, health and

________20 in India.

Review questions:
• What are main stages of selling process?
• What is negotiation? How is negotiating important selling and buying?

Reference:
• Jones, L. (1997). New International Business English. Cambridge: Cambridge
University Press.
• Norman, S. (1988). We’re in Business. (9th edition) Harlow: Longman Group.

22
LESSON 6: SALES AND NEGOTIATION
6.1


What is gong in this picture? Discuss these questions in groups or as a class.
1. Is it usual to pay the full asking price for gods or services in your country?
2. Does this depend on the type of goods or services you are buying?
3. Are negotiations of price lively and noisy, or businesslike and quiet?
4. Are you comfortable with negotiating the price of something you want to buy?

Negotiating Ability Quiz: How’s your haggling?
6.2
Work in pairs. Ask and answer the questions together.

1. You want to do a course of twelve driving lessons. Each lesson costs $10. Do you:
(a) ask for 10% off the price of each lesson?
(b) ask what discount is available for a course of twelve lessons?
(c) book ten lessons and ask for two extra free lessons?

2. A poor person is selling a painting for $100 which is worth five times as much. Do
you:
(a) tell them the full value of the painting?
(b) pay their asking price and be happy it was a bargain?
(c) offer $75, take it or leave it?
3. The table you’ve reserved in a restaurant won’t be ready for half an hour. Do you:
(a) smile and wait?
(b) say that you will never use the restaurant again?
(c) suggest that you should get free drinks as a concession for waiting?
4. You pay $1,000 to do a computing course which is as waste of time. Do you:
(a) forget about it?
(b) ask for a refund?
(c) ask for a refund plus compensation?

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6.3
A lot of people regard negotiations as a win-lose contest in which there must always be
a winner and a loser. How possible is it for a negotiation to be win-win, where both
sides are satisfied?

6.4
Read the suggestion in The Guide to Tough Trading.

1. Is the philosophy a win-lose or a win-win one?
2. Who is each piece advice for: the buyer, the seller, or both?
3. How good is the advice?
4. Are there any rules you would change, or others you would add?
5. Think of occasions when you followed, or broke these rules.

THE GUIDE TO TOUGH TRADING

No price is fixed, everything is negotiable.
Never accept anyone’s first offer.
Be tough, but pleasant.
Do not be afraid to shock with your first offer.
Don’t just haggle about the price, negotiate the whole deal.
It’s always easier to get extra goods than a lower price.
Never say how much you can spend.
When selling, pretend not to have total authority.
Don’t be the first to make a concession.
Never just complain, always try to get something in return.










6.5

Listen and match the negotiations a-d with 1-4 below.

1. an antique dealer and a customer …
2. two people discussing the price of a second-hand car …
3. a buyer calling a printer …
4. a salesman selling a notebook computer to a customer …

6.6

Listen again. Which rule(s) in the list above were broken in each conversation? Which
of the situations, if any, would you describe as win-win?

6.7
Listen again and complete the expressions below.

1. I must say Malcolm, I __________.
2. I __________ you are saying.
3. __________, ring me with a better offer.
4. __________ I include a case and a battery.

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5. How does that __________?
6. This is really my __________ offer.
7. I’m __________ to pay £13,000.

Which expression above:

1. asks the other person to try harder? __________
2. shows you have registered the other person’s position? __________
3. asks for someone’s reaction to an offer? __________
4. states a position strongly? __________
5. states a final position? __________
6. expresses disappointment? __________

6.8
Work in pairs. Follow the pattern to complete the negotiation.

Proposal
Æ

Objection

Ë

Second proposal
Æ
Counter proposal

Ë

Concession
Æ
Agreeing / Closing the deal

Student A:

You have booked a week’s holiday for next month. You would like to take next week off
instead as a good friend is visiting from overseas. Your boss says that you can do this if
you find someone to swap with you. Your colleague, Student B, has booked next week as
holiday. Persuade him / her to swap holidays with you using this information.

Student B has been given three evenings shifts per week for the whole of next month.
You have two night shifts next week. You know that Student B hates working evenings.
You would be prepared to work some but not all of Student B’s evening shifts next week.

You work in Student B’s restaurant. Student B is a hard and unkind employer.
You don’t want to work on New Year’s Eve because you have been invited to a party.
You would consider working for double time, i.e. twice your normal salary and an extra
day off in January.

Student B:

You are looking forward to your holiday next week. You haven’t planned much as you
really need to relax.
Next month you have been asked to work three evenings per week which you hate.
You’d be happy to swap holidays if someone would do all your evening shifts.

You own a restaurant. You are looking for staff to work on New Year’s Eve. It is always
hare to find people who are willing to work then. Ask student A to work.
You are prepared to pay overtime at time and a half, i.e. 50% more.
You could also give the person an extra day off but you don’t want to.

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