Business English PDF

Personality and character traits Fussy: showing excessive concern with details or minor issues; difficult to please Generous: willing to give more of something, such as money or time, than is usual or expected Optimistic: having a positive outlook on life and expecting good thi...

Personality and character traits Fussy: showing excessive concern with details or minor issues; difficult to please Generous: willing to give more of something, such as money or time, than is usual or expected Optimistic: having a positive outlook on life and expecting good things to happen Thoughtful: showing consideration for others and being attentive to their need or feelings Workaholic: a person who works excessively and has difficulty taking time off or relaxing Loyal: showing strong support or allegiance to someone or something Honest: truthful and sincere; not deceitful or fraudulent Relaxed: calm and free from stress or anxiety; not hurried or tense Selfish: focused on one’s own needs and interests, often ignoring others Serious: not joking or playful; having a solemn or earnest attitude Brave: showing courage and determination in the face of danger or difficulty Jealous: feeling envious or resentful of someone else’s advantages or success. Liable: legally responsible or obligated for something; often used in legal contexts Tidy: neat and orderly; maintaining cleanliness and organization Widely-travelled:having visited mainly different places around the world Dependable: capable of being trusted or counted on; consistently good in quality or performance Kind-hearted: having good intentions and a compassionate nature, showing kindness and care towards others World-weary: feeling tired or cynical about the world, often due to life experiences or disillusionment Two-faced: deceptive or insincere; presenting one face to someone while having a different attitude or intention behind their back Forward-thinking:being innovative and considering future possibilities and developments Foul-mouthed: using offensive or vulgar language Self-important: having a exaggerated sense of one’s own worth or importance Absent-minded: forgetful or inattentive; often losing track of what is happening around them Stingy: unwilling to spend money Badly-dressed:wearing clothes that are considered inappropriate or unkempt  Self-centred: concerned only with one’s own interest or needs, often at the expense of others. Spendthrift: someone who spends money extravagantly or irresponsibly Well-liked: favoured or admired by many people Accident-prone:likely to experience accidents frequently Hardworking: putting in a lot of effort and diligence in one’s work task Old-fashioned: outdated or not in style anymore; preferring things from the past Stubborn: unwilling to change one’s mind or attitude, even in the face of evidence or persuasion Well-informed: having a lot of knowledge about current or specific topics. Expression used at work 1. I had a good working relationship with my supervisior ( = boss). 2. During an interview, you might be asked to describe how you dealt with ( = resolved) a difficult situation. 3. We need someone who can work under minimum supervision 4. Instead of using the word "difficult" to describe something, you should use a more positive word like: challenging 5. Is there an achievement of which you are particularly proud? 6. An interviewer will ask you about your strengths, but he/she might also ask about your weaknesses. 7. I was responsible for developing the company's intranet. 8. Some of my duties included helping customers, filing complaints, and dealing with emergency situations. 9. When someone asks you to "outline your experience" they want you to: talk about your experience 10. Things/activities done in your free time (hobbies, etc) are known as " extracurricular activities". 11. You should always make the employer feel like you have a lot to offer 12. The interviewer asked me if I'm good at meeting deadlines ( = getting things done at the required time). 13. When an employer asks you how you see yourself five years from now, s/he wants to know about your career goals 14. Can you explain the gap ( = missing time) in your employment history?  15. The employer asked Karen about what motivates her to "go the extra mile" on a project. In this context, to "go the extra mile" means: to do more than is necessary 16. I'm sorry but you're just not qualified enough for this position. 17. When you make the decision to leave a job it's called "quitting" - When your boss makes that decision because of something bad that you've done, it's called "being fired". ex. John was fired for stealing a stapler. 18. When you are told to leave a job because there's not enough work, money, etc. to keep you there, it's called "being laid off". ex. Our company laid off 20 workers last summer. 19. "I thrive on ( = love) challenges." make up Part 2: Contracts/Contract Negotiations 20. Generally speaking, it's not wise to accept a contract on the spot ( = right away/ when you are shown the contract). 21. I told him I'd get back with an answer the following day. 22. I'm not really happy with the terms of this contract. 23. To do something that goes against the terms of a contract is known as "breaching" the terms of a contract. 24. We entered into a contract with them. = We signed a contract with them. 25. "Small print" refers to the fine details of a contract, many of which are typed in a smaller print than the rest of the contract, hence the name. 26. This contract can be terminated ( = ended) by either party. 27. Could you please confirm that in writing? 28. This is the standard ( = typical, normal) contract that we give to all our employees. 29. I need to have our legal expert look at this before signing it. BUSINESS ENGLISH IDIOMS + PHRASAL VERBS 1. "We showed the president 20 ideas for new products, but she didn't like any of them - so we had to go back to the drawing board =start again from the beginning 2. "Our sales estimates were way off the mark. We'd projected sales of $15M, but the actual numbers were closer to $9M." =very wrong/inaccurate 3."The text for the article is almost perfect. I just want to tweak one or two sentences." =make small adjustments 4. "I need to submit a weekly report on this project, so please keep me in the loop." =informed / updated 5. "Three people from my department are on vacation, so I've got a lot on my plate at the moment =I have a lot of responsibilities 6. "The rule of thumb is to reinvest no more than 30%, but it's OK if you go over that number occasionally." =general practice 7. "Bob said I missed the deadline, but I want to set the record straight – I submitted my work on time, but he didn’t check his email." =correct a mistake and say the truth 8. "We have until December to prepare these documents, so let's put them on the back burner for now. We have other, more urgent projects." =give them low priority 9. "That program never produced any significant results, so the director finally decided to pull the plug." =stop, discontinue 10. "Yesterday's meeting lasted four hours... but in a nutshell, we decided to close our office in India and open a branch in China." =in summary 11."Laura didn’t go to the meeting. Could you send her a summary of the discussion to bring her up to speed?" =give her the most recent information 12. "Don’t make any changes without talking to Peter. He’s the one calling the shots on this project." =making the important decisions Phrasal verbs in Business English Fill in the blank with the correct response. 1.We have to keep up with our competitors. = We have to be as successful as our competitors. 2. That factory turns out ( = produces) 10,000 milk cartons every day. brings in turns out out 3. That branch brings in ( = makes, earns) a lot of money. 4. We'll have to do up with ( = eliminate) some of these provisions. 5. Robert took over as CEO ( = replaced the previous CEO) back in 2008. 6. I'd like to point out ( = mention/remind everyone) that this has always worked in the past. 7. Robert brought up ( = raised) a very interesting point. 8. They cut off ( = eliminated) the middleman and started providing this service themselves. 9. Tom found a way to get around ( = bypass/eliminate) this problem. 10. We need to go through ( = examine/review) these reports before 3:00 PM. 11. The meeting has been called off ( = cancelled). made talked called 12. The president has called for ( = requested) sweeping changes in the way we do business. 13.I knew they'd come around to our way of thinking. = I knew that they would eventually accept our way of thinking. get up Ethics in the hospitality & tourism industry Dishonest Behavior What is an example of How should how this could occur in management react H&T? when this situation occurs? Favoring friends or relatives extra discounts for them verify that every selled service has the right price Stealing good and/or stealing items from the hotel investigate and take the services rooms right actions Using equipment for using the company’s set a limited use of the apps unapproved use computer for personal accessible on the company’s reasons during work computer Cheating on your timesheet adding hours that were not create a digital timesheet actually worked where every one has to sign when join at work Abusing drugs or alcohol working under effect of set a zero-tolerance policy drugs or alcohol for who works under these effects Violating customer sharing sensibles datas of take the right actions for the confidentiality the guest for example the violation of privacy room number Tolerating other employee’s ignore the problem because create a good harmony bad behavior of the fear to have a worse environment at work situation Letter of complaint COMPLAINT Opening Dear Mr… Dear Sir… Dear Mrs… Dear Madam… Thank you for Thank you for Thank you for Thank you for taking the time to your feedback and your note that taking the time to share your for sharing it with unfortunately let us know about experience with us. us. reports an your unfortunate  unpleasant experience with us experience. during your recent stay at the Hotel Bristol in Milano. Opening 2 Our aim is to We understand Your report We consider at the make our guests that during your highlighted a highest our have an enjoyable stay we failed to situation we were customer’s notes stay, but we provide you with not aware of and and comments, as understand that in the level of service this gives us the this helps us in this occasion we you paid for possibility to reducing failures failed to: Meet your prevent this to and the occasion provide you with expectations happen again and we do not meet the level of service deliver our inconvenience expectations you paid for promises other guests in the inconveniencing Meet your Provide you with future. our guests. expectations the level of service And this, again deliver our that you thank you for your promises rightly expected. effort to share the Provide you with and we wish to inconvenience the level of service truly and sincerely with us. that you apologise for the rightly expected. inconvenience and we wish to caused during truly and sincerely your first stay with apologise for us. inconveniencing you during your first stay in our hotel. Content We understand When alerted, our On what your We also that at this stage reception is fully note is concerned, understand that there is not much trained to find a please allow us to this will not we can do for the solution including an explanation of reduce your inconvenience you the change of what happened: discomfort and suffered rooms if necessary 1. Reason this is why we wish Last (night) and according to 2. Reason to compensate in our premises the situation. 3. Reason your and we deeply inconvenience by regret for not We understand providing you having been that this will not with: informed in reduce your A late check out advance or during discomfort and A free drink /A your stay. this is why we free meal for 2 propose A 20% discount 1. Solution on your next stay 2. Solution that you are free to  3. Solution share Please let us know with your family if you consider this and friends an acceptable A free stay solution for you. to confirm how valuable you are to us. Closing Dear…, thank you Let us apologize again for the time again for what you took to let us happened also on know about your behalf of ( name of experience and the brand ) and, should you plan to should you wish to come back in the plan a visit in the future, please do future, I invite you not hesitate to to contact me contact me directly in order to directly at this ensure your stay email and phone meets your number: I will expectations and personally look our standards. after you reservation and make sure your stay will be as expected. Your stay will be an enjoyable one The inconvenience you suffered will not take place again Best regards Best personal With our warmest Sincerely yours regards regards Firms Sara Agushi 1ITHM group 2 3484446115 saraagushi05@gma il.com