UNIT 6 LESSON A EMAILS

Before you read the passage, talk about these questions.

1. How can email be useful in business?
 Email allows a business to communicate things to its staff much more quickly
and easily. Instead of holding large meetings or printing off notices,
important information can be passed to staff almost immediately using email.
Email also allows businesses to communicate more quickly and easily with
it’s customers, as well as allowing better targeted advertising.
2. What problem can be caused by email?
 Email can cause problems when there is too much of it. Employees may
become overwhelmed with emails and spend more time looking for them
than doing any actual work. Finally, employees may sometimes spend time
sending emails to, and receiving emails from their friends rather than
working.

READING
Listen and read the tutorial on email. Then, use the completed table to present emails
to the class. Complete the table using information from the tutorial.
 Parts of email address - name/nickname, @symbol,web address for the
account
 Options after receiving a message - save or delete, reply to sender or reply to
all, forward the message
VOCABULARY
Match the words (1-5) with the definitions (A-E).
1 _ message B the main part of an email
2 _ attachment D a file that is sent along with an email
3 _ subject E the title of an email
4 _ formal A being serious and official
5 _ informal C being relaxed and casual
Check (√) the sentence that uses the underlined part correctly.
1. ___ A Mary’s email address is mbrown@bluesky.com.
___ B If you forward an email goes to the trash box.
2. ___ A Click reply to all so that only Jay sees the response.
___ B Delete old messages from the inbox.
3. ___ A Names come before the @ symbol in most email addresses.
___ B An option indicates what the email is about.
 LISTENING
Listen to a conversation between two co-workers. Choose the correct answers.
1. What is the conversation mostly about?
A the details of the finance report
B how to create a new email address
C why the man did not receive an email
D a mistake the man made on a report
2. What information does the man provide?
A his new email address
B how to forward an email
C the name an attachment
D which employee he sent the report to
Listen again and complete the conversation.
Employee2: That’s 1 odd. I didn't get an email from you today.
Employee1: I'm sure went out, since I also sent it to Michelle Richards. She opened it this
morning.
Employee2: Maybe Michelle can just 2 forward it to me.
Employee1: I'd rather 3 figure out why it didn’t arrive.
Employee2: Well, what address did you send it to?
Employee1: Let's see. It was BilStephenson@cranstonindustr.com
Employee2: Oh, that’s it. That's my old 4 email address
Employee1: I didn't know it had changed. 5 What’s your new one?
Employee2: It’s just B.Stephenson@ cransfonindustries 6 dot com.
WRITING
You are a manager and there has been a problem sending email to an employee. Use the
conversation from Task 7 and the email tutorial to write an email to all employees that
explains the problem and how to avoid it in the future.
To: All Staff
From: Management
Subject: Email problem
Some of you may have recently experienced some problems in sending emails to Bill
Stephenson. This was caused by him swapping over to the new email address: B dot
Stephenson at Cranston Industries dot com. Those of you who had this problem have
 been informed by IT of the correct address to use. Would all other employees note Bill’s
new email address and use this in future.
Sincerely,
Enkhmaa
Manager
UNIT 6 LESSON B TELEPHONING
Before you read the passage, talk about these questions.
1. How do you answer phone calls from friends ? From business partners?
 When I answer a phone call from a friend I say “Hi, how are you doing?” If
it were from a business partner I would say “Good afternoon? How may I
help you?”
2. Why is having good phone etiquette important in business?
 Having good phone etiquette is important in business because it helps create
a good impression of the professionalism of your company with existing and
potential customers and suppliers.
READING
Listen and read the post from a business blog. Then, read the paraphrase of the article. Fill
in the blanks with the correct words and phrases from the word bank. Explain what good
phone etiquette is.
WORD BANK
VOCABULARY
Place the words and phrases from the word bank under the correct heading.
It is important for business people to have a 1 courtesy etiquette. 2 telephone
should be used whenever speaking to anyone on the phone. Callers should identify
themselves and then ask to speak someone 3 by name . They can also ask to be 4
connected to a(n) 5 extension . A good way to end a call is to thank the person they’re
speaking to for his her time.
Write a word or phrase that is similar in meaning to the underlined part.
1. Hello, my name is Robert and I work for Bronson industries. I’m calling from……
2 . I would like to talk to the director of the sales department. May I speak to……
3. Please expect a call from me on Thursday. I will call you back on
4 . Will you direct my phone call to Number 443 ? Can you connect me to extension
 LISTENING
5 Listen to a telephone conversation between two receptionist and a sales representative
. Mark the following statements as true ( T) or false ( F) .
1 ___ The man is calling to place an order.
2 ___ The 3020
6 Listen again and complete the conversation.
Sales Rep: 1 ______ ________ ______ to Susie Jones, please?
Receptionist : I’m sorry , Susie isn’t in right now. I would be happy to take a message
for you.
Sales Rep: Well, it’s rather 2 _____ ________ to an order that I should discuss
with her. Is there a better time to reach her?
Receptionist : She’ll be out until tomorrow, unfortunately.
Sales Rep: Oh, okay. I’d better leave a message with you , then.
Receptionist : Well, I could also 3 ______ ______ _______ her voicemail. She might
check that before she comes into the office.
Sales Rep: Oh, good, that would be wonderful.
Receptionist : Okay . I’m connecting you now. 4 ________ _______ _______ , Mr.
Peters.
Sales Rep: And you, too 5 ______ _______ ________ ________ .
SPEAKING
8 With a partner, act out the roles below, based on the dialogue from Task 6. Then
switch roles.
B: Good morning. Head Office. This is Jenny speaking.
A: Hello, this is Ramiro Sanches calling from Design Systems.
B: Hello Mr. Sanches. How may I direct your call?
A: May I speak to Sally Ford, please?
B: I’m sorry, Sally isn’t in right now. I would be happy to take a message for you.
A: Well, it’s rather important change to an order that I should discuss with her. Is
there a better time to reach her?
B: She’ll be out until tomorrow, unfortunately.
A: Oh, okay. I’d better leave a message with you, then.
 B: Well, I could connect you with her voicemail. She might check that before she
comes into the office.
A: Oh, good, that would be wonderful.
B: Okay. I’m connecting you now. Have a nice day Mr. Sanches.
A: And you, too. Thanks for all your help. Writing
Exercise 1. Put the correct form of adjectives as in the example.
1. This machine is the most expensive in our factory.
2. This year , their company was the most profitable. ’ve ever seen .
3. My brochure is more popular than yours.
4. We want to buy more wider apartment than hers.
5. A polite email to a client is usually longer than when sending an informal email to a
colleague.
6. Sending a letter is more romantic than an email.
7. A memo is more important than a company newsletter.
8. Sending a signed contract by bicycle courier is more official than faxing a signed
contract.
9. People who send very short emails with lots of abbreviations are usually busier than
people who write out everything in full.
10. A note is a lot the shortest form in the office .
Exercise 2. Cross out the unnecessary word or add necessary item.
1. Typing up the minute of a meeting is boring than writing a report.
 Typing up the minute of a meeting is more boring than writing a report.
2. The USA has cheaper, but still the most effective marketing in the world.
3. Our colleagues are more creative ones I’ve ever seen.
 Our colleagues are the most creative ones I’ve ever seen.
3. Samsung has more useful mobile applications of all.
 Samsung has the most useful mobile applications of all
4. “Elba “ electronics shows the faster response to customer complains.
 “Elba “ electronics shows the fastest response to customer complaints.