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    ESP Coursebook Material and Exercises PDF

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    The document discusses business etiquette. It covers the importance of listening skills in business and provides basic etiquette guidelines for things like arriving on time, dressing appropriately, and avoiding gossip. The reading section defines etiquette and provides a list of 10 basic business etiquette rules, including introducing yourself, not interrupting others, and having good table manners. It also discusses email, telephone, and effective introductions etiquette. Exercises include questions about the effects of corruption on business and completing sentences about discrimination, mobbing, sex, and "under the table" work.

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    ESP Coursebook Material and Exercises PDF

    Uploaded by

    Nikmatul Lailah
    76 views8 pages
    The document discusses business etiquette. It covers the importance of listening skills in business and provides basic etiquette guidelines for things like arriving on time, dressing appropriately, and avoiding gossip. The reading section defines etiquette and provides a list of 10 basic business etiquette rules, including introducing yourself, not interrupting others, and having good table manners. It also discusses email, telephone, and effective introductions etiquette. Exercises include questions about the effects of corruption on business and completing sentences about discrimination, mobbing, sex, and "under the table" work.

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    ESP Coursebook Material and Exercises.pdf

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    The document discusses business etiquette. It covers the importance of listening skills in business and provides basic etiquette guidelines for things like arriving on time, dressing appropriately, and avoiding gossip. The reading section defines etiquette and provides a list of 10 basic business etiquette rules, including introducing yourself, not interrupting others, and having good table manners. It also discusses email, telephone, and effective introductions etiquette. Exercises include questions about the effects of corruption on business and completing sentences about discrimination, mobbing, sex, and "under the table" work.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    76 views8 pages

    ESP Coursebook Material and Exercises PDF

    Uploaded by

    Nikmatul Lailah
    The document discusses business etiquette. It covers the importance of listening skills in business and provides basic etiquette guidelines for things like arriving on time, dressing appropriately, and avoiding gossip. The reading section defines etiquette and provides a list of 10 basic business etiquette rules, including introducing yourself, not interrupting others, and having good table manners. It also discusses email, telephone, and effective introductions etiquette. Exercises include questions about the effects of corruption on business and completing sentences about discrimination, mobbing, sex, and "under the table" work.

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    © All Rights Reserved
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    Download as pdf or txt
    of 8

    CHAPTER III

    BUSINESS ETIQUETTE

    I. LISTENING
    In the listening section you will learn:
     The Important of Business Etiquette
     Basic Business Etiquette

    The video can watch on:

    Exercise I
    1) After listen to the video, write the important information about business
    etiquette based on the video.
    2) Write the basic business etiquette have mentioned on the video.

    II. READING
    In the reading section you will learn:
     Discussion of Basic Business Etiquette
     Reading Text about Business Etiquette

    What is Etiquette? Webster defines it as "the forms, manners, and


    ceremonies established by convention as acceptable or required in social
    relations, in a profession, or in official life." Etiquette is respect, good manners,
    and good behavior. It is not just each of these things, but it is all of these things
    rolled into one.
    Part 1
    10 Basic Business Etiquette

     Arrive on Time  Introduce Yourself and Others


     Dressing Appropriately  Don’t Interupt Others
     Speak Kindly and Politely to Others  Good Table Manner
     Show Interest in Others  Avoid Gossipping
     Pay Attention to Your Body  Respect People Privacy
    Language

    Discuss the Basic Business Etiquette with your group!

    Important Review
    Email Etiquette
    1. Keep messages clear and brief.
    2. Use proper English, spelling and grammar. Avoid email specific abbreviations
    (i.e. BTW, ICWUM, etc.).
    3. Return emails promptly – within one business day.
    4. Include a subject line to clearly identify the purpose of your message.
    5. Review the content of your email prior to sending it out. You cannot retrieve
    your message once it is sent.
    6. Avoid sending jokes and other personal emails through your workplace email -
    you may be monitored.

    Telephone and Voice Mail Etiquette


    1. When calling someone, be prepared. Identify yourself and the purpose of your
    call. Be conscious of the other person’s time.
    2. When leaving a voice mail message, include your name, phone number and
    briefly mention the purpose of your call.
    Speak clearly.
    3. Answer voice mail messages promptly - within one business day.
    4. When answering calls, identify yourself immediately.
    5. Do not place callers on hold for more than a few seconds.
    6. Keep your personal voice mail message current (ideally, identify yourself, your
    department name, the date and why you cannot be reached). When on
    holiday, identify an alternate number where someone can receive assistance.
    7. Avoid personal calls.

    Effective Introductions
    1. Stand up (or rise as much as you can).
    2. Move towards the person, establish eye contact and smile.
    3. Shake hands.
    4. Great the other person and repeat his/her name.
    5. Unless otherwise told, address individuals by their titles and last name (i.e. Mr.
    Smith, Ms. Jones). If you forget a person’s name when introducing a third
    party: “I am terribly sorry but I have forgotten your name” or “I remember
    meeting you but cannot recall your name”.
    Part 2
    Read the text below
    The Effects of Corruption on Business
    by Linda Ray

    Corruption inevitably leads to a diminished business climate when the public


    trust is put at risk, according to Stanford Graduate School of Business.
    Corruption can take many forms that can include graft, bribery, embezzlement
    and extortion. Its existence reduces business credibility and profits when
    professionals misuse their positions for personal gain.
    Inefficiency
    When resources are tampered with and used improperly, the efficiency of a
    business suffers, insufficient resources are available to effectively run the
    business and maintain its levels of operations. When the news about corrupt
    business professionals breaks, customers lose respect and trust. Requiring
    company officials to spend valuable time and resources to monitor the fallout
    and reassure clients the company is still viable.
    Lost Resources
    In addition to the inefficient use of resources, corruption can have a number of
    other economic impacts on business. Employee ranks often are inflated to
    cover up the corrupt professional’s activities. The cost of increasing employee
    ranks in addition to any embezzlement that is going on is passed on to
    consumers in the form of higher prices.
    Weakened Development
    Investors are sceptical of doing business with companies are municipalities that
    are known for corruption. Whether you are seeking investment to grow your
    firm or you sell investments for a living, you will have a much harder time
    finding willing investors when bribes or in-kind favours are required, or your
    business has a history of corruption within its ranks.
    Increased Crime
    The results of corruption in business add to the burgeoning roles of crime-
    fighting government agencies, police departments and internal investigators.
    The trickledown effect of corruption usually ends up feeding black market
    interests, and may even support the efforts of organized crime as the activities
    infiltrate various business levels. Corruption begets continued criminal activity
    when it goes undetected. The effects of corruption in emerging third world
    countries are evident and widespread, but even in America, where competition
    and greed can outweigh the good of society, corruption fuels the growth of
    criminal enterprises and eventually affects the society in which the business
    operates.

    Exercise I
    Answer the following questions!

    1. Why does corruption affect losses of company?


    2. Is corruption has bad rather than good impact?
    3. In your opinion how can corruption be avoided?
    4. How can corruption increasing crime?
    5. How’s corruption in your own opinion?

    Exercise II
    Complete the sentences. Choose the words from the box.

    Discrimination employer mobbing sex “under the table”

    a) Sexual harassment is a manifestation of discrimination based on ………


    b) Different treatment of employees based on gender, age, disability, race,
    religion, nationality, political opinion, trade union membership, ethnic origin, or
    because of the form of employment is ……..
    c) ….…. is a persistent and prolonged harassment or intimidation of an
    employee
    d) The ……. can’t eavesdrop on employee's conversations by business
    telephone, because it is a violation of the secrecy of communication.
    e) Work carried out without signing a contract is called working …………

    Exercise III
    Cross the correct answer!
    1. What is one of the problems in business today that result from poor listening
    skills?
    a. Broken relationships
    b. Short term memory
    c. All of the above
    2. For leading a successful business meeting, your number one priority is:
    a. Making sure you have good attendance and participation.
    b. Keeping great notes and sending them to everyone after the meeting.
    c. Creating tasks and accomplishing the agenda in the allotted time.
    3. A co-worker comes to your office to introduce you to a friend of his. You:
    a. Smile and nod
    b. You stand up, establish eye contact, smile and shake his hand
    c. Wave and tell him how happy you are to meet him
    4. After a meeting with a contact, in order to express your thanks, it is
    appropriate to:
    a. Send thank you letter
    b. Drop by the office and give him/her a hot cup of coffee
    c. Send him/her a small box of chocolates with a note
    5. A co-worker shares office gossip/rumors with you. You:
    a. Thank him for telling you and pass the stories on
    b. Check out the facts with other employees
    c. Politely listen and keep the information to yourself
    6. When giving a compliment, it’s best to:
    a. Give a compliment to someone so that many people can hear the praise
    you are giving them.
    b. Give compliments to everyone in the office so everyone receives regular
    praise.
    c. Compiment specific behaviours regarding work, avoid personal
    compliments.
    7. Regarding criticism in the workplace, remember to:
    a. Give criticism privately so it won’t embarrass anyone.
    b. Offer a patient critique and never criticize anyone.
    c. Criticize only a person’s work related skills and avoid offering personal
    criticism.

    8. Anger is a complex emotion that occasionally surfaces in the workplace.


    When it does, the best way to deal with anger is to:
    a. Train yourself to deal with anger and don’t express it during working hours.
    b. Speak your mind regularly so it doesn’t build up.
    c. Find outlets for your anger such as a walk during lunch, journaling,counting
    to ten. If you can’t resolve your anger, get help.
    9. If you are seated and someone approaches and offers to shake your hand,
    you should:
    a. Stand up and shake the person’s hand.
    b. Raise yourself slightly from your chair and shake the person’s hand.
    c. Dismiss the handshake as an unnecessary formality and motion for the
    person to sit down and join you.
    10. Once you are in someone’s personal office, you can create a level of rapport
    by:
    a. Asking them questions about their specific job function for their company.
    b. Tell them about your specific job function within your company.
    c. Make comments about the building, facility or some aspect of their office.
    Answer Key
    I. LISTENING
    Exercise I
    For the exercise I, the answer is based on the students analysis of the video
    that they have watched.

    II. READING
    Exercise I
    1. Because corruption can take many forms that can include graft, bribery,
    embezzlement and extortion. Its existence reduces business credibility.
    2. Yes, it is. Because corruption have many disadvantages such as
    Inefficiency, Lost Resources, Weakened Development, and increase
    crime.
    3. Corruption can be avoided by working honestly, having integrity, and
    always remember that corruption will cause bad impact to ourself or our
    company. (because it an opinion, as long as the answer rational and
    related with the context, it is correct)
    4. Corruption usually ends up feeding black market interests, and may even
    support the efforts of organized crime as the activities infiltrate various
    business levels. It makes the crime increasing.
    5. (It is depend on the learners opinion)

    Exercise II
    a. Sex
    b. Discrimination
    c. Mobbing
    d. Employer
    e. Under the table

    Exercise III

    1. C
    2. C
    3. B
    4. A
    5. C
    6. C
    7. B
    8. C
    9. A
    10. C
    BIBLIOGRAPHY

    MacKenzie, Ian. 2002. English for Business Study (Second Edition). United Kingdom:
    Cambridge University Press.

    Centenial College. 2007. Business Etiquette Quiz. https://en.islcollective.com/english-


    esl-worksheets/material-type/fun-activities-and-games/business-etiquette/16301
    (diakses pada 17 April 00.24 WITA)

    Rao, Chandra Sekhar. 2017. English for Business and Management. SITECT,
    Hyderabad. Edisi 2, Vol. 1, 2017.
    https://www.researchgate.nrt/publication/321743845_ENGLISH_FOR_BUSINESS
    _AND_MANAGEMENT (diakses pada 18 April 2020 pukul 22.30 WITA)

    Career Development Center.


    http://www.sparktac.com/Portals/0/Docs/BUSINESS%2520ETIQUETTE%2520QUI
    Z%255B1%255D%255B1%255D.pdf&ved=2ahUKEwiMwbbEyPPoAhVWaCsKHb
    DWDlwQFjABegQIBRAB&usg=AOvVaw1p6CuJAzsYx81sYHbVUsTt&cshid=1587
    297156797 (diakses pada 18 April 2020 pukul 22.55 WITA)

    Centenial College.
    https://www.centennialcollege.ca/pdf/gradsuccesspack/JobOffer/busetquiz.pdf&ve
    d=2ahUKEwiMwbbEyPPoAhVWaCsKHbDWDlwQFjAEegQIAhAB&usg=AOvVaw0
    nsG_oRwdQ33wJCkUv1SjD&cshid=1587297156797 (diakses pada 18 April 2020
    pukul 23.30 WITA)

    Korol, Karolina. 2017. Business English Exercises . Kopernika: Perfect Project.


    https://perfect-project.eu/wp-content/uploads/2014/10/Booklet-Business-English-
    Exercises.pdf&ved=2ahUKEwiMwbbEyPPoAhVWaCsKHbDWDlwQFjAKegQIBxA
    B&usg=AOvVaw2tio-zxvEkVbQSxjF9bQoa&cshid=1587297156797 (diakses 18
    April 2020 pukul 23.50 WITA)

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