Engels samenvatting PDF

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1.1 Writing Letters How to Write a Business Letter There are many different reasons for writing a business letter. However, most business letters follow some general guidelines as described below. Here's How: 1. Use block style - do not indent paragraphs. Include address of the person you are writing to at the top of the letter, below your company address. 2. After the address, double space and include date 3. Double space (or as much as you need to put the body of the letter in the center) and include the salutation. Include Mr for men or Ms/Mrs for women, unless the recipient has a title such as Dr. 4. State a reference reason for your letter (i.e. "With reference to our telephone conversation..." 5. Give the reason for writing (i.e. "I am writing to you to confirm our order...") 6. Make any request you may have (i.e. "I would be grateful if you could include a brochure..." 7. If there is to be further contact, refer to this contact (i.e. "I look forward to meeting you at...") 8. Close the letter with a thank you (i.e. "Thank you for your prompt help...") 9. Finish the letter with a salutation (i.e. "Yours sincerely,") 10. Include 4 spaces and type your full name and title 11. sign the letter between the salutation and the typed name and title Sales Letters The following letters introduce products for sales. Useful Key Phrases Are you having trouble ... This is why it is important to have ... At X, we have the skills and experience to ... May we stop by and offer you a FREE estimate of how much it would cost to ... If so, give us a call at X and set up and appointment with one of your friendly Operators. 1.2 Writing Complaints Customer: Good morning. I purchased a computer from your company last month. Unfortunately, I'm not satisfied with my new computer. I'm having a lot of problems. Customer Care Representative: What seems to be the problem? Customer: I'm having problems with my Internet connection, as well as repeated crashes when I try to run my word-processing software. Customer Care Representative:Did you read the instructions that came with the computer? Customer: Well, yes. But the troubleshooting section was no help. Customer Care Representative: What happened exactly? Customer: Well, the Internet connection doesn't work. I think the modem is broken. I'd like a replacement. Customer Care Representative: How were you using the computer when you tried to connect to the Internet? © AP Hogeschool – Anderstalige Communicatie 1 / Engels p 11 / 56 Customer: I was trying to connect to the Internet! What kind of question is that?! Customer Care Representative:I understand you're upset, sir. I'm just trying to understand the problem. I'm afraid it's not our policy to replace computers because of glitches. Customer: I bought this computer with the software pre-loaded. I haven't touched anything.

Customer Care Representative: We’re sorry that you’ve had a problem with this computer. Could you bring in your computer? I promise you we'll check the settings and get back to you immediately. Customer: OK, that will work for me. Customer Care Representative: Is there anything else I need to know about this that I haven’t thought to ask? Customer: No, I'd just like to be able to use my computer to connect to the Internet. Customer Care Representative: We'll do our best to get your computer working as soon as possible. Key Vocabulary customer service representatives (reps) gather information resolve the problem deal with complaints not our policy troubleshoot glitch Key Phrases What seems to be the problem? What happened exactly? I'm afraid it's not our policy to ... I promise you I'll ... Did you read the instructions that came with the ...? How were you using the ...? I understand you're upset, sir. I'm just trying to understand the problem. We’re sorry that you’ve had a problem with this product. Is there anything else I need to know about this that I haven’t thought to ask? 1.3 Writing Emails  Email is much less formal than a written letter. Emails are usually short and concise.  If you are writing to someone you don't know, a simple "Hello" is adequate. Using a salutation such as "Dear Mr Smith," is too formal.  When writing to someone you know well, feel free to write as if you are speaking to the person.  Use abbreviated verb forms (He's, We're, He'd, etc.)  Include a telephone number to the signature of the email. This will give the recipient the chance to telephone if necessary.  It is not necessary to include your email address as the recipient can just reply to the email.  When replying eliminate all the information that is not necessary. Only leave the sections of text that are related to your reply. This will save your reader time when reading your email.

2.1 Speaking on the phone

Tips for Getting People to Slow Down!! One of the biggest problems is speed. Native speakers, especially business people, tend to speak very quickly on the telephone. Here are some practical tips to get native speakers of English to slow down! Immediately ask the person to speak slowly. When taking note of a name or important information, repeat each piece of information as the person speaks. This is an especially effective tool. By repeating each important piece of information or each number or letter as the spell or give you a telephone number you automatically slow the speaker down.

Do not say you have understood if you have not. Ask the person to repeat

until you have understood. Remember that the other person needs to make himself/herself understood and it is in his/her interest to make sure that you have understood. If you ask a person to explain more than twice they will usually slow down. If the person does not slow down begin speaking your own language! A sentence or two of another language spoken quickly will remind the person that they are fortunate because THEY do not need to speak a different language to communicate. Used carefully, this exercise in humbling the other speaker can be very effective. Just be sure to use it with colleagues and not with a boss :-)! 2.2 Presentations  Speak with conviction. Believe what you are saying and you will persuade your audience.  Do not read from notes. Referring to notes is fine, but do so only briefly.  Maintain eye contact with your audience. Making direct eye contact with individuals will help them feel as if they are participating in your presentation.  Know when to stop. This cannot be underestimated. You need to make your case, but continuing for too long will only ensure that the audience forgets what you have said. 2.2 Meetings Participating in a Meeting Stating the Principal Objectives The following phrases are used to participate in We're here today to ... a meeting. These phrases are I'd like to make sure that we ... useful for expressing your ideas and giving input Our main aim today is to ... to a meeting. I've called this meeting in order to ... Getting the Chairperson's Attention Giving Apologies for Someone Who is Absent (Mister/Madam) chairman. I'm afraid.., (n.) can't be with us today. She is May I have a word? in... If I may, I think... Unfortunately, (n.) ... will not be with us to day Excuse me for interrupting. because he ... May I come in here? I have received apologies for absence from (n.), Giving Opinions who is in London. I'm positive that... Reading the Minutes (notes) of the Last I (really) feel that... Meeting In my opinion... To begin with I'd like to quickly go through the The way I see things... minutes of our last meeting. If you ask me,... I tend to think that... First, let's go over the report from the last meeting, which was held on (date) Asking for Opinions Are you positive that... Here are the minutes from our last meeting, Do you (really) think that... which was on (date) Dealing with Recent Developments (name of participant) can we get your input? How do you feel about...? Jack, can you tell us how the XYZ project is Commenting progressing? That's interesting . Jack, how is the XYZ project coming along? I never thought about it that way before. John, have you completed the report on the Good point! new accounting package? I get your point. Moving Forward I see what you mean. So, if there is nothing else we need to discuss, let's move on to today's agenda. Agreeing I totally agree with you. Shall we get down to business? Exactly! Is there any other business? That's (exactly) the way I feel. If there are no further developments, I'd like to I have to agree with (name of participant). move on to today's topic.

Disagreeing Unfortunately, I see it differently. Up to a point I agree with you, but... (I'm afraid) I can't agree Advising and Suggesting Let's... We should... Why don't you.... How/What about... I suggest/recommend that... Clarifying Let me spell out... Have I made that clear? Do you see what I'm getting at? Let me put this another way... I'd just like to repeat that... Requesting Information Please, could you... I'd like you to... Would you mind... I wonder if you could... Asking for Repetition I'm afraid I didn't understand that. Could you repeat what you just said? I didn't catch that. Could you repeat that, please? I missed that. Could you say it again, please? Could you run that by me one more time? Asking for Clarification I don't quite follow you. What exactly do you mean? I'm afraid I don't quite understand what your are getting at. Could you explain to me how that is going to work? I don't see what you mean. Could we have some more details, please? Asking for Verification You did say next week, didn't you? ('did' is stressed) Do you mean that...? Is it true that...? Asking for Spelling Could you spell that, please? Would you mind spelling that for me, please? Asking for Contributions We haven't heard from you yet, (name of participant). What do you think about this proposal? Would you like to add anything, (name of participant)?

Introducing the Agenda Have you all received a copy of the agenda? There are X items on the agenda. First, ... second, ... third, ... lastly, ... Shall we take the points in this order? If you don't mind, I'd like to go in order today. skip item 1 and move on to item 3 I suggest we take item 2 last. Allocating Roles (secretary, participants) (n.) has agreed to take the minutes. (n.), would you mind taking the minutes? (n.) has kindly agreed to give us a report on ... (n.) will lead point 1, (n.) point 2, and (n.) point 3. (n.), would you mind taking notes today? Agreeing on the Ground Rules for the Meeting (contributions, timing, decision-making, etc.) We will first hear a short report on each point first, followed by a discussion of ... I suggest we go round the table first. Let's make sure we finish by ... I'd suggest we ... There will be five minutes for each item. We'll have to keep each item to 15 minutes. Otherwise we'll never get through. Introducing the First Item on the Agenda So, let's start with ... I'd suggest we start with... Why don't we start with... So, the first item on the agenda is Pete, would you like to kick off? Shall we start with ... (n.), would you like to introduce this item? Closing an Item I think that takes care of the first item. Shall we leave that item? Why don't we move on to... If nobody has anything else to add, lets ... Next Item Let's move onto the next item Now that we've discussed X, let's now ... The next item on today's agenda is... Now we come to the question of. Giving Control to the Next Participant I'd like to hand over to (name of participant), who is going to lead the next point. Next, (name of participant) is going to take us through ... Now, I'd like to introduce (name of participant) who is going to ...

Has anyone else got anything to contribute? Are there any more comments? Correcting Information Sorry, I think you misunderstood what I said. Sorry, that's not quite right. I'm afraid you don't understand what I'm saying. That's not quite what I had in mind. That's not what I meant. Keeping the Meeting On Target (time, relevance, decisions) We're running short of time. Well, that seems to be all the time we have today. Please be brief. I'm afraid we've run out of time. I'm afraid that's outside the scope of this meeting. Let's get back on track, why don't we? That's not really why we're here today. Why don't we return to the main focus of today's meeting. We'll have to leave that to another time. We're beginning to lose sight of the main point. Keep to the point, please. I think we'd better leave that for another meeting. Are we ready to make a decision? Running a Meeting The following phrases are useful if you are called on to conduct a meeting. Opening Good morning/afternoon, everyone. If we are all here, let's get started / start the meeting / start. Welcoming and Introducing Please join me in welcoming (n.) We're pleased to welcome (n.) I'd like to extend a warm welcome to (n.) It's a pleasure to welcome (n.) I'd like to introduce (n.)

3 Frequently made mistakes Notorious Confusables of / off to / too than / then it’s / its your / you’re Abbreviations

Summarizing Before we close today's meeting, let me just summarize the main points. Let me quickly go over today's main points. To sum up, ...,. OK, why don't we quickly summarize what we've done today. In brief, ... Shall I go over the main points? Finishing Up Right, it looks as though we've covered the main items. If there are no other comments, I'd like to wrap this meeting up. Let's bring this to a close for today. Is there Any Other Business? Suggesting and Agreeing on Time, Date and Place for the Next Meeting Can we set the date for the next meeting, please? So, the next meeting will be on ... (day), the . . . (date) of.. . (month) at ... Let's next meet on ... (day), the . . . (date) of.. . (month) at ... What about the following Wednesday? How is that? Thanking Participants for Attending I'd like to thank Marianne and Jeremy for coming over from London. Thank you all for attending. Thanks for your participation. Closing the Meeting The meeting is finished, we'll see each other next ... The meeting is closed. I declare the meeting closed.

there / their / they’re where / were / we’re / wear whose / who’s which / with / wit / witch

man / men woman / women no / know / now this / these that / those

Many of the following abbreviations may be found in either upper or lower case. Both forms may or may not have full stops. There is a growing tendency to write many abbreviations in capitals without full stops. approx. a.s.a.p. – ASAP BA Bsc BE B/E B/L B2B B2C b.c.c. btw CAD CAM c.c. CEO c.o.d. c/o c.c. cu. Corp. Co. D/A D/C Dept. Div. ECB e.g. Enc. – encl. etc. E&OE ETA EU FAQ FOB GDP GPS i.e. incl.

As soon as possible

Inc. ISO

Bachelor of science J.i.t. MBA Busines to busines Busines to customer By the way Computer-aided design Comuter-aided manufacturing Copy to Chief executive officer Cash on delivery

corporation digital to analog department european central bank for example/for instance et cetera employment and training administration european union frequently asked questions gross domestic product global positioning system id est (that is) Including

MSC Lb. Ltd. N/A No. Oz. PA Phd. POP PR PS PTO plc qty. R&D Ref. SKU Sq. St. thx TM TQM yd. or yds. VAT VIP viz. WTO w/e …..

incorporated international standsarts organisation just in time master of business administration pound (weight) limited company number ounce personal assistant / per annum (per year) Point of Purchase Public realation Post scriptum Patent and trademark office Public limited company quantity research and development Stock Keeping Unit street thanks traffic management total quality management value added tax very important person videlicet world trade organization

7. Grammar GRONDBEGINSELEN VAN DE GRAMMATICA VAN HET ENGELS Grammatica is niets meer dan de manier waarop woorden worden gecombineerd tot zinnen. De toepassing is de manier waarop de woorden gebruikt worden door een netwerk van mensen, in dit geval alle zakenmensen die Engels gebruiken. Je zult merken dat je je gemakkelijker beweegt in die gemeenschap als je de algemeen geaccepteerde regels en het gebruik van de grammatica kent. Hier herhalen we de grondbeginselen en het gebruik van de grammatica van het Engels, regels die je waarschijnlijk al eens hebt geleerd, maar mogelijk weer bent vergeten. Als je deze grondbeginselen niet onder de knie hebt, loop je het risico verkeerd begrepen te worden. GRAMMATICA Onderstaande zin ziet er simpel uit, maar is dat ook zo? We sell tuxedos as well as rent. Je zou eventueel ‘huur’ kunnen verkopen, maar dat is zeer onwaarschijnlijk. Maar wat je ook verkoopt, er zijn mensen die de boodschap negeren vanwege deze blunder. In de volgende zin speelt hetzelfde probleem: Vice President Eldon Neale told his chief engineer that he would no longer be with Avix, Inc. as of June 30. Wie vertrekt? Eldon of de ingenieur? Het maakt eigenlijk niet uit, de zin kan op twee manieren worden geïnterpreteerd. Het zal je moeilijk vallen de twee mannen ervan te overtuigen dat dit foutje geen zet was in een partij kantoorschaak. Kijk eens naar de volgende zin: The year before we budgeted more for advertising sales were up. In verwarring gebracht? Misschien bedoelde je dit: The year before, we budgeted more for advertising. Sales were up. Of bedoelde je dit: The year before we budgeted more for advertising, sales were up. Taal is opgebouwd uit elementen die bij elkaar horen. De elementen die bij elkaar horen en zo een bepaalde betekenis hebben, noemen we zinnen. Een luisteraar of lezer kan slechts een bepaalde hoeveelheid betekenis opnemen voordat hij die opslaat en klaar is voor de volgende. Als schrijver moet je dus weten wat een zin is. Je moet weten waar de ene zin eindigt en de volgende begint. Als je wilt weten wat een ‘ding’ is, moet je uitzoeken waar het uit bestaat, wat de ingrediënten zijn. Gelukkig zijn de basisingrediënten van een Engelse zin eenvoudig. Ze worden zinsdelen genoemd en de elementen die een betekenis hebben, worden zelfstandige naamwoorden, voornaamwoorden, werkwoorden, bijvoeglijke naamwoorden en bijwoorden genoemd. Als ze met elkaar gecombineerd worden, krijgen ze een betekenis. Zelfstandige naamwoorden Een zelfstandig naamwoord benoemt een persoon, plaats of een ding. Voor alles wat je kunt zien of waarnemen met je zintuigen bestaat een zelfstandig naamwoord om het te benoemen. Sommige dingen die je niet kunt waarnemen zijn ook zelfstandig naamwoorden, zoals bijvoorbeeld ionen of de ruimte. Zo zijn er ook zaken die niet stoffelijk of tastbaar zijn, maar een idee of notie van iets, zoals bijvoorbeeld nauwkeurigheid en hoogte. (Je kunt zien dat iets nauwkeurig is of dat een gebouw hoog is, maar je kunt niet het idee nauwkeurigheid of hoogte zien.) Deze namen voor ideeën noemen we abstracte zelfstandige naamwoorden. De gemakkelijkste zelfstandige naamwoorden zijn de namen van dingen die je kunt zien of aanraken: auto, gebouw, wolk, baksteen.

Eigennamen en soortnamen Tot nu toe zijn alle voorbeelden van zelfstandige naamwoorden soortnamen, ze verwijzen naar een algemeen soort van dingen. Het woord gebouw verwijst naar een groep van bouwwerken. Soortnamen zoals building worden niet met een hoofdletter geschreven. Maar als je het over een specifiek gebouw hebt, Buckingham Palace bijvoorbeeld, schrijf je het wel met een hoofdletter en dat geeft aan dat het een eigennaam is. Vergelijk de volgende rijtjes: SOORTNAAM EIGENNAAM city Kansas City company Blaisden Company store Books Galore Het meervoud van zelfstandige naamwoorden Zelfstandige naamwoorden zijn enkelvoud of meervoud. De gebruikelijke manier om van enkelvoud meervoud te maken is: een s toevoegen aan het enkelvoud: ENKELVOUD MEERVOUD rock rocks picture pictures song songs Veel zelfstandige naamwoorden hebben een afwijkende meervoudsvorm. Letters, getallen en woorden die als losse woorden worden gebruikt, krijgen in het meervoud soms een apostrof en een s. Vaak wordt ’s gebruikt bij afkortingen die eindigen met een punt, kleine letters die zelfstandig worden gebruikt en hoofdletters die verward kunnen worden met woorden, als ze in het meervoud worden gebruikt: Spell o...