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Tatm6 - Card

quan tri kinh doanh (Trường Đại học Tài chính - Ngân hàng Hà Nội)

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UNIT 1: CORPORATE EVENTS

Activity 1/ 7

A: What time did the presentation start?

B: the presentation started from 8:50 to 11:00.

A: Where did the presentation take place?/ Where did you take part in presentation?

B: The presentation took place at Central Hall./ I took part in the presentation at Central Hall.

A: Who was the speaker?

B: Mrs. Nga- Vice President of Human Resource was the speaker.

A: Which company does the speaker work for?/ What does she work?

B: She works for IBM limited.

A: Who attended the conference?

B: HR personel in Hanoi attended the conference.

A:What was the first main idea?

B: The first main idea was opportunities for hiring in the digital age.

A: What was the second main idea?

B: the second main idea was challenges for hiring in the digital age.

A: What was the conclusion?

B: The conclusion was some more training needed for HR officers.

A: Are there interesting idea?/Did it has interesting idea?

B: Yes, there are using chat apps for hiring./ Yes, it used chat apps for hiring.

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Exercise 5/111: Topic: How to host a corporate event ( team building event)

Next month, we will organize a team building event in Ha Long Bay. It will last 3 days and 2 nights.
We will invite about 200 participants including staff and managers to join us. It is organized to give staff and
managers some networking opportunities to work together better. It is also a good occasion to relax and have fun
after tiring and stressful working days. They can participate in many interesting activities such as volleyball,
water polo and some different mini games. In the evening, the staff and managers can gather together to set up
camp fires, dance and eat BBQ. They can wear what they like to attend the event. We hope that after the event,
they feel happy and more relaxed.

Talk about how to host one of the events ( Product launch Event)

A product launch events is an important event of company so we need to prepair carefully to host this
event. As you know, a product launch event is an opportunity to convey information about the products to
customers and media as soon as possible. I think that we outsource some event planners to help organize the
event because they are people who had a lot of experience in organizing events. They will help us prepare a full
agenda such as: product introduction, advertisement, party, game and music performances. More over the
product launch event can last 2 or 3 days so inhouse resources may be not enough to sustain this event. To have a
successful event, we should organize it in a big commercial complex or a shopping mall because there are many
potential customers there. Moreover, they are high-income or middle- income. So if they are interested in the
new product, they can buy right away and we can sell more products. I believe that if we success, we will have a
big profit.

Talk about how to host one of the events (workshop)

Next month, my company will organize a workshop to guide employees about procedures, products make
increase profit of the company. It will last a week at conference room and the factories. The participants will
include excellent employees from departments. Besides, the company will invite the experts to train and guide
the employees use new software system to improve technology and solve the problems which the employee is
meeting in work. I think we will not outsource some event planners to help us organize this event because this
workshop is internal of the company and is quite a long time. Therefore, my company will prepare a full agenda.
I hope that after this workshop they will have more skills, knowledges and experiences to work effective and
help the company more and more development..

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UNIT 2: CORPORATE CULTURE

Activity 2/16:

A: Hello. How are you?

B: i’m fine. Thank you.
A: i am going to apply for jobs in Vietinbank so today I would like to share the information with
you about Vietinbank’s corporate culture.
B: That great. me too
A: As I know, this is the logo of Vietinbank.
B: That right. What is the dress code?
A: The woman wear white shirt and black skirt. The man wear white shirt, black trouser and tie.
B. The dress code of vietinbank is very formal.
A. Could you tell me what the company slogan is?
B. the slogan of Vietinbank is “improving the values of life”. Moreover, I know that there are two
missions of Vietinbank. What is the first mission?
A: yeah! The first mission is to be market leader in banking industry in Vietnam. What is the
second mission?
B: the second mission is to provide products and services in accordance with international
standars. But i don’t know Vietinbank’s vision. Can you tell me?
A: Yes, of course. The vision of Vietinbank is to become a leading morden and efficient financial
group in both domestic and international markets.
B: really? That great.
A: What about the core values?
B: i only know the core values is focus on customers.
A: it is also be active, creative, professtinal and modern.
B: What is significance in culture?
A: There are 5 points. The first point is work with customers based on equality and mutual
benefits. The second point is work for common intersts, not those of any individuals or groups of
people. I forget the third significance in culture. Can you tell me know?
B: Yes, The third point is be polite, professional, honest, creative and self- motivated. The fourth
point is respect, cooperate and share with colleagues. Finally, the fifth point is improve um...

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A:i know the fifth point. it is improve skills and professional knowledge. How is the Vietinbank’
corporate culture expressed?
B: the cultural expression is dressing, office’s decoration, language and moral standard,
leadership style and behaviour in company.
A: Thank you for your share about Vietinbank. Good bye.
B: goodbye. See you soon.
Activity 3/21: Talk about the corporate culture of a company you know.
LG electronics is a South Korean multinational electronic company headquartered in Seoul. It has
a distinct organational culture. First of all, LG’ logo comes in 2 colors: red and white. Its slogan is
“Life’s Good”. The dress code of LG is very formal. They wear shirts, trousers, dress pants, loafers, tie
and don’t wear T-shirts, jeans, sneakers and slippers. The secondly, its mission is to create value for
customers, to respect human dignity and to become the best in its class by winning customers’ acclaim
as a true leader in the global market. The third, the vision of LG is make LG the most exciting and
successful enterprise. Finally is the core values. I know there are 3 points. The first point is trust,
respect and cooperation. The second point is employees fufilling their dreams. The third point is ideal
place to work.

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UNIT 3: CUSTOMER SERVICE

Activity 1/28:

A: Hello. How can I help you?

B: Hello. Can I fix my laptop?

A: can you tell me exactly what happen?

B: I have two promblems: a hard disk problem and a touchpad issue.

A: Did you repair it before?/ Have you ever repair the laptop?

B: no, This is the first time it had problems.

A: What time did you buy the laptop?

B: i bought it last year.

A; What type of warranty does it has? And did you buy extended one?

B: it only has one year limited warranty and i didn’t buy extended one.

A: Can you give me the warranty card?

B: here it is.

A: i am sorry but your warranty has expired.

B: really? I didn’t know that.What should I do now?/Can you give me some advice?

A: you must/ can pay for the repair.

B: how much does it cost?

A: it costs 2,500,000 VNDS.

B: oh. It is quite reasonable but when do i get the laptop back? I really need it because i must
prepare some documents for meeting tomorrow.

A: ok i will fix your laptop within 2 hours.

B: That great!

A; is there anything else I can do for you?

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B: no. Thanks. That all.

A; Thank you. See you later.

B: goodbye.

Activity 3/29: Talk about the guarantee policy of a product you have bought.

* Discuss about the guarantee policy of the products

* You should mention:

Ideas Expressions
1. type of product, type of I have just bought (a product).
warranty The product comes with a … (type) of warranty.
2.warranty period
If you want to extend the warranty to …(time), you’ll have to pay …
3.defects warranted and (money).
damages not covered
The following defects are (not) covered by the warranty: (problems)
In case the product is broken due to the customer’s fault, the warranty
policies will not be applied.
4.warranty conditions In case the product has defects due to the manufacturer’s fault, customers
can (…)

5.where to get the product

warranted The product can only be warranted if the customer keeps the label on and
the invoice / purchase receipt or warranty card secure.
6.what will happen if the
warranty is lost or expires

You can bring the defected product to the shop where you bought it / the
nearest branch of the company to fix its problems
(or to get compensations).

If the warranty is lost or expires, you will have to pay for the repair costs.

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I have just bought a laptop. It is black Dell laptop with 15.6 inch HD. The laptop comes with a
one year limited warranty. The seller will warrant when the product meet technical problems related to
materials and workmanship such as problems with operating system, screen display, window error or
hard disk problem... However, if the laptop is broken screen because you dropped it, you will have to
pay for the repair cost. The product can only be warranted if the customer keeps the label on and the
invoice purchase or warranty card secure. When your laptop is defective, you can bring the laptop to
the nearest store where you bought it to fix. And if the warranty card is lost or expires, the warranty
policies will not be applied.

* Discuss about the guarantee policy of the products

* You should mention: ,tf

Ideas The North Face backpack Apple IPhone 7S Plus

- type of product, extra large red travel bag/ suitcase 6-inch display, rose-gold, metal-
type of warranty six-month limited warranty built smartphone with 32GB in
storage
- warranty period the zipper is broken/ defected the color one-year limited warranty; extend
fades warranty => pay 10% of product’s
price

- defects warranted stitches are loosened problems with camera, operating

=> manufacturer’s faults / technical system, screen display and audio
problems related to materials and speakers
workmanship => manufacturer’s faults /
technical problems related to
materials and workmanship

- damages not the product is torn, cut or bleached due broken/ cracked screen, phone
covered to the customer’s fault dropped into water due to the
customer’s fault

- warranty keep the warranty card / original invoice keep the warranty card / original

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conditions (show to shop assistant) invoice (show to shop assistant)

visible warranty stamp on the
phone
- where to get the
product nearest authorized store nearest authorized store
warranted

- what will happen warranty policies will not be applied warranty policies will not be
if the warranty is applied
lost or expires

Activit 3/32:

Some customers started complaint about our service and our staff so I think there are 6 steps to
deal with negative reviews from customers. The first step is to decide if it’s worth responding. We
should ignore comments with impolite language, or from a ‘frequent complainer’. The second step is to
research the problem. We need to speak to our co-workers to get their side of the story. The third step is
to show sympathy by trying to understand why the customer has posted it and what they are feeling.
The fourth step is to respond privately. We had better respond directly to the complainer who gives
negative reviews and try to make an offer to resolve the customer’s concern. The next step is to respond
publicy. We should post a public message acknowledging the concern and outlining the actions taken.
The final step is to learn from the problems by trying to be polite and professional at all times and
learning from the mistakes and make sure it will not happen again.

I think the step hardest is the third step because we have to put ourselves in the customers’s
situation to understand their thinking.

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Activity 2/31:

A: Hello. Can I talk you about the recent negative reviews.

B: Yes, of course. Many customers complain about our service is not good and the staff is
unhelpful.

A: What is your opinion about it?

B: I think we should follow 2 steps to deal with negative reviews. The first step is to consider
responding, you should ignore comments with impolite language or from a frequent complainer. The
second step is to research problem, you should speak to your co-workers to get their side of the story.
What do you think?

A: It is a good idea. Besides, I think we should try to understand why the customer has posted it
and what they are feeling.

B: That right. Should you talk privately to reviewer?

A: yes, I think the next step is reply publicly. We should post a public message to acknowledge
their concers and outline some actions taken.

B: That great. I think so.

A: Don’t forget to be polite, professional and learn from the problem.

B: I agree with you. Thanks for your suggestion.

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UNIT 4: NEGOTIATION

Activity 3/ 43

A: Good morning. My name is Target’purchasing officer. Nice to meet you.

B: Good morning. My name is Arrow’s salesperson. Nice to meet you, too.

A: How do you feel about a 25% discount? The listed price is too high for our market.

B: I am afraid we couldn’t agree to that because I will not make a profit. Would it be
possible a 15% discount.

A: Can we discuss so that the price later? Let talk about delivery. I would like to deliver
before August because our top selling month.

B: The order is too large to deliver before August so we can propose to make half
shipment before August and the rest in September.

A: We are willing to work with that but a smaller delivery may affect our sale so how do
you feel about making a different product color.

B: A different color needs more time and production cost so I would prefer to a higher unit
price.

A: I refuse accept higher price. I can walk away from the deal if you can’t have the price
of $20/item.

B: OK. We can consider. Can I get a shorter payment term 20 days instead of 30 days.

A; I can only agree with you here but we must insist on a 20% discount.

B: We are willing to work with that. We have reached a deal.

A: Thank you. Goodbye. See you again.

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B: Goodbye

Activity 2/41:

A: Good morning. I represent for an Italian men’s fashion company. Nice to meet you.

B: Good morning. I represent for an American retail store. Nice to meet you, too.

A: I would like to propose a discount of 20%.

B: I am afraid I could not agree to that. We can only offer to pay for delivery. How do you
feel about a larger order?

A: we are willing to work with that.

B: we are interested in developing a market in The US market.

A: we have the same goal. We would like to offer to establish a separate section in store
for Arrow’s products.

B: yeah. I think it is a good idea. It is possible for us to develop a marketing campaign in

the US.

A: we agree with you. We are concer about how price is get because it is higher than in
Canada’s market.

B: we use an independent market research. We can offer to provide the report to you.

A: I strongly agree.

B: we have reached a deal.

A: I hope we have a good business together. Goodbye. See you again.

B: goodbye.

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Activity 3/ 42:

In negotiation, there are 3 main negotiating style such as hard, soft and principled. In
my opinion, the principle is a concept that is the most suitable and effective way for the
parties when they are making a deal. As I know, the common objective of principled
negotiating style is to reach a win- win solution. Besides, the bargaining position of the party
is neither party negotiates from “position of power”. The biggest advantage of the negotiator
is reaching a favorable outcome for both parties while maintaining good relationships.
However, principled negotiation is not right for all situations. In a compromise situation,
both parties make some sacrifices to find an agreeable outcome. To win- win, both parties
achieve their desired outcomes, but neither sacrifices to do so. Summary, the tendency of the
negotiators has identified a common interest, found a creative solution and discussed a fair
criterion.

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UNIT 5: BANKING

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Activity 2/54:

A: Hello. How can I help you?

B: Hello. I would like to apply for a credit card.

A: How old are you?

B: I am 27 years old.

A: Which credit card interests you the most?/ What type of credit card would you like?

B: I want to apply for Mastercard.

A: Are you currently working?/ Do you have work now?

B: yes, I have been working 3 years old.

A: What is your monthly income by bank transfer.

B: I make 12,000,000 VNDs a month.

A: do you rent or own your house or apartment?

B: No, I own an apartment.

A: Do you have eany credit facilities?

B: No, I don’t.

A: I will check your credit score.

B: Why do you need to check my credit card.

A; I need to/ That is to determine reliability to pay money back.

B: Yes, I understand/see/know.

A: Could you fill in and sign application form?

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B: OK. When do you receive the card.

A: we will send the card for you after a few days by post.

B: Well. Thank you.

A; Thanks for your using. Goodbye.

Activity 4/ 55: Bank card:

The type of card that I often use is debit card. It is very popular and easy to use because I have
to 2 cards. In order to open this card, you have to be over 18 years old and the minimum
balance in account is 50,000VND. When you go to the bank, you need to bring your ID card.
The staff bank will give an available paper for you to fill out your personal informatios. As I
know, the bank charges 50,000 VND for a new card issuance, 8,000VND for monthly account
management and 11,000 VND per bank transfer. The main users of this card are mostly
students, officers and teachers… because it is useful with them. With this card, they can be
money withdrawal and deposit, purchases and payments via POS… Besides, it is very
convenient to make payment and transfer anywhere with an ATM. I am satisfied with this card
so I will continue to use it.

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UNIT 6: INVESTMENT

Task 4/ vocab

security stock
A stock is a type of that signifies in a corporation and represents a
claim on part of the corporation's assets and earnings. There are two main types of stock:
common and preferred. Common stock usually entitles the owner to vote at meetings

shareholde dividends rights

of and to receive . Preferred stock generally does not have voting
, but has a higher claim on assets and earnings than the common shares. Bond, on the other
hand, is a fixed income investment in which an investor loans money to an organization which
borrows the funds for a defined period of time and pays a(n) interest rate. Companies and

issue
governments bonds to raise money and finance a variety of projects and activities.
Owners of bonds are debtholders, or creditors, of the issuer.

Grammar:
Table of adjectives and related adverbs of change

Meaning Adjectives Adverbs

Small change Slight Slightly

Regular
Steady Steadily
movement

Big change Sharp Sharply

Notes: Be careful when using prepositions.

 Use by + number after a verb

 Use of + number after a noun and before the amount

 Use in after a noun and before a topic.

For example, to say “Inflation rose from 10% to 15%”, we can say:

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 Inflation rose by 5%.

 There was an increase of 5%.

 The increase in inflation was 5%.

Sample:
I’d like you to look at a bar chart. The chart shows the Vietnam
consumer price index (CPI) from January 2017 to December 2017. The
chart can be divided into two parts: from January to June and from July
to December. As you can see, CPI fluctuated in the first part of the year
while it sharply rose (2.22 points) in the second part. The index hit
bottom of 105.02 points in February but reached the peak of 107.46
points in December. To sum up, there was an increase in CPI of 2017.
Activity2/64:

A: Hello. My name is Yen.

B: Hello. I am a financial consultant. How can I help you?

A: I get on billion VND from the lottery so I would like some suggestions to invest it
appropriately.

B: There are 4 investment options such as: stock, bond, mutual fund and real estate.

A: Could you tell me about current real estate market.

B: alright. Let me give you some state the situation. The demand increasing is leading to
higher prices. If you have on billion VND, it will not be enough to invest.

A: I don’t think so because I can buy house in suburb.

B: If you buy house in suburb, it may be difficult to sell that means long time to get
money back. What do you think about investing in stocks.

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A: I think that investing in stocks can be risky. Anyway. Could you explain your
suggestion?

B: Stock market is going to remain positive in the coming time so it is not risky.

A: Which stocks should you buy?

B: You should consider buying blue chip stocks that stocks of high reputation companies
because you can get stable or rising dividends.

A: I will consider your suggestion and I will contact later.

B: I looking forward to here come you.

A: Thank you for your business.

B: Thank you for coming here today. Goodbye

Activity 3/64:

If I had an idle money, I would invest in stocks. Stocks are a type of security that signifies
ownership in a corporation and represents a right on part of the corporation’s assets and
earnings. Stocks have two types: common and preferred. Common stocks have voting rights at
shareholder’s meeting and the right to receive dividends if the company makes a profit and they
are declared. Preferred stockholders don’t have voting rights but they have a higher claim on
company assets than the common stockholders. Besides, holders of stock can be easy buy and
sell at any time that shows high liquidity of stock. However, when investing in it, you may face
some risks: inflationary risk, interest rate risk, business risk, market risk, transfer risk and
liquidity risk. These risks make stock prices decrease strongly. Moreover, if the company goes
bankrupt, stockholders will be paid last and can be lost capital.

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UNIT 7: JOB APPLICATION

Activity 4/80: talk about tips to write a CV for new graduates

Activity 4/ 87:

A: Good morning. How are you?

B: Hello. I am fine. Thank you. What are you doing now?

A: I am applying for a job but I have no idea about necessary documents for my
application. Could you give me some advice?

B: The job application packet is very important because it affects employer’s hiring
decision in first glance.

A: What documents should I prepare?

B: I think CV is the first important because most employers choose to read the CV first so
you should show yours skills, qualifications and work experience in CV.

A: But I have no experience. What should I do?

B: You should write life experience and interests then you can link them to your skills or
abilities.

A: I think that it is a good idea. What else do I need to prepare?

B: Well. You should prepare the cover letter.

A: Is it used to explain how you’re qualified for job position?

B: Yeah, exactly. Moreover, you should prepare academic results, relevant degrees and
certificates because they prove listed qualifications in your CV.

A: Right. There are a lot of things to do. I need to work hard to get the job.

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B: uhm. That great. I am willing to help in need.

A: Thank you for this advice. Goodbye.

B: No problem. Goodbye.

Activity 4/80: Talk about tips to write a CV for new graduates

To make a first impression with employers, the new graduates must first have a
beautiful CV so I think they should pay attention to some tips. Firstly, they should start their
CV with full personal details such as name, address, phone number and email because the
employers can easily remember and contact candidates. Secondly, profile section should give
a general overview of personality, key skills and personal objectives. Thirdly, education
section and work experience had better list the jobs from the most recent one. When listing,
remember to match the form of all the listed words and don’t forget add dates. Besides, if
they lack of work experience, they should replace by things that they have done in the areas of
project work, voluntary work, extra-curriculum activities and internships. Next, when writing
CV, they should avoid using personal pronouns. Only write the verbs corresponding to the job
they are talking about. Finally, hobbies should only listed if they are highly related to the job
for which one is applying.

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