Leidsid 33 sarnast õppematerjali, mis on seotud failiga "The Use of the Telephone in Relation to Customer Service". Need materjalid aitavad sul teemat sügavamalt mõista.
call, phone, telephone, customer, them, than, hold, answer, part, department, calling, tell, wait, transfer, here, success, feel, friendly, remember, smile, conversation, there, first, person, other, keep, waiting, service, important, work, tool, simple, basic, organisation, good, enthusiasm, welcome, phrases, positive, feeling, hang, something, while· Not so bad, thanks. / Can't complain, thanks. · So so, thanks. / So and so, thanks. · Not so good, actually 1 The English alphabet Spelling Work with your partner and spell out first your name and then some names of places. Write down each letter as you hear it, and then say the word. The English alphabet on the phone: You might find the following alphabet (used by international airlines) useful when trying to spell a word on the telephone. A Alpha O Oscar Ä Alpha-Echo Ö Oscar-Echo B Bravo P Papa C Charlie Q Quebec D Delta R Romeo E Echo S Sierra
1. TELEPHONE ETIQUETTE · When answering the phone at your desk say..."Hello, this is Mr. or Ms. Smith". Do not say phrases such as... "Smith here!" or simply "Hello". · Many people think it is rude when you use call waiting to talk to someone else in the middle of the conversation you are having with them. · When using a cell phone, try to find a quiet spot to answer a call. It is considered particularly rude to leave a cell phone turned on in public places like: classrooms, libraries, movie theaters, churches, etc. 2. CLOTHES AND DRESS · Also, pay attention to how much of your body you are exposing (have uncovered) and whether it is appropriate for the situation. (Ex. shorts, sandals, a very short or very tight skirt, or low cut or too tight shirt, are really not appropriate for meetings, interviews, etc.) Wearing this type of clothing can also communicate the same negative things.
Letters Letters FORMAL, INFORMAL, TRANSACTIONAL TASK 1 Read the extracts and answer the questions. · Where are the extracts from? · What is the purpose of each letter? · How do they differ? · Which extracts are examples of formal letters? · How is the reader addressed in a formal letter? · What are the closing remarks for formal letters? · What is the salutation in a friendly letter? · How would you end extracts 1,2,3 ? · How would you begin the extracts 4 and 5? 1. Dear Mr Miller,
H-Helen, J - Julia 1.Receiving a money order H: - Hello, I would like to cash a money order. J: - Hello! You should present your identity card. H: - But, you know, I'd like to receive money order for my sister. How do I go about it? J: - Your identity card and letter of attorney, please. H: - Here you are. J: - Well...Unfortunately, I can't cash your money order your signature is not witnessed. H: - Ok. Than, please, I'd like to cash my money order. J: - Take this form and fill it in. May I see your passport? H: - Yes. Please. So...Should I write my full name, my passport number and the sum of money that has been sent to me, right? J: - Certainly. How would you like the money? H: - I prefer one hundred rouble notes, if you don't mind. J: - Here is your money. H: - Thank you Getting a post-restante. H: - Hi, Julia! What are you doing here? J: - I'm getting post restante letter from Boris...
not in public! Speaking in a loud voice is considered rude, as Finns themselves are quiet. Remember to look Finns in the eye. Looking down or to the side is a sign of dishonesty in Finland. If you want to visit a Finnish friend, always let them know in advance. Privacy is very important to the Finns. When you visit a Finnish home, always take off your shoes or bring a pair of shoes you can wear indoors with you. Always remember to say `Thank you' after a meal if you have been invited for a dinner. It is usual for all Finns to pay for their own meal in a restaurant. You can still politely suggest that you would be happy to pay for your companion's meal.
CHANGE YOUR LIFE How to Unlock Your Full Potential for Success and Achievement B R I A N T R AC Y JOHN WILEY & SONS, INC. ccc_tracy_fm_i-xviii.qxd 7/7/03 3:22 PM Page iv Copyright © 2003 by Brian Tracy. All rights reserved. Published by John Wiley & Sons, Inc., Hoboken, New Jersey. Published simultaneously in Canada. No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, scanning, or otherwise, except as permitted under Section 107 or 108 of the 1976 United States Copyright Act, without either the prior written permission of the Publisher, or authorization through payment of the appropriate per-copy fee to the Copyright Clearance Center, Inc., 222 Rosewood Drive,
· And when you begin to miss me, dont forget it was you who let me go. · There is an end to things no matter how much we want to hold into them. · Otsisin keset seda pimedust, sind ja loodetud vabadust,kui mu käed su poole, tegid alguse loole, printsessist ja printsist, ühest kaunist kandist, kus oleme meie kaks, kus lõbutseme, kuni otsas jaks. Sa ei pea muinasmaad looma, sa ei pea tähti taevast tooma. Ole vaid minu kõrval, kui tõuseb päike. Ole vaid mu kõrval kui mind piinab meeleheide. Ole mu kõrval, kui kumab kuu, kui su nime
Just listen to her tongue! DORINE I wouldn't trust him, Nor yet his Lawrence, without bonds and surety. MADAME PERNELLE I don't know what the servant's character May be; but I can guarantee the master A holy man. You hate him and reject him Because he tells home truths to all of you. 'Tis sin alone that moves his heart to anger, And heaven's interest is his only motive. DORINE Of course. But why, especially of late, Can he let nobody come near the house? Is heaven offended at a civil call That he should make so great a fuss about it? I'll tell you, if you like, just what I think; (Pointing to Elmire) Upon my word, he's jealous of our mistress. MADAME PERNELLE You hold your tongue, and think what you are saying. He's not alone in censuring these visits; The turmoil that attends your sort of people, Their carriages forever at the door, And all their noisy footmen, flocked together, Annoy the neighbourhood, and raise a scandal. I'd gladly think there's nothing really wrong;
2. Three-hour sessions for quality thinking are scheduled for every two weeks. 3. Your diary is checked every other day for activities six to eight weeks ahead. 4. Make active use of a ,,bring forward files" system. Here are some additional suggestions for simple changes you can make to free up some time: · Before all meetings, whether one-to-one or in a group, decide on a start time and finish time and keep to both. · Stand up while making a phone call for some reason this helps to keep them short and to the point. · When the paperwork is unusually heavy, take time to sort it out into four piles in order of importance. · Use the quiet time around Christmas to carry out major administrative work. · Go through one file a week and throw out any papers not needed. · Pretend each Friday that you are about to go on holiday for three weeks...
(an animal act? clowns? acrobats? jugglers?) 28. Are you good at juggling? What makes you think so? 29. Do you like aerobics? Are you good at it? Do you know anybody who is? 30. Would you like to perform in a circus? 31. Do you know anybody who might become a good clown? What must a clown be good at? 32. Have you ever played sport regularly? What training classes do you go to and how often? What sport would you like to play and why? 33. Have you ever taken part in sport competitions? When, where and what were the results? 34. Are sports days held at your school? 35. What sports events do you watch on TV? 36. Do you read the sports page in a paper? Do you watch/listen to sports news? Could you tell us the latest sports news? 37. Who is the best athlete in your class? 38. Who is your favourite athlete? What do you know about him? 39. What sports events are popular in Estonia? How many Estonian Olympic gold medalists can you name? 40
.. Secondly/Then/Next, I'll be talking about ... Thirdly,/And then we come to ... My fourth point will be about ... Finally/lastly/last of all, I'll be looking at ... Firstly, ... secondly, ... thirdly, ... lastly, ... First of all ... then ... next ... after that ... finally ... To start with ... later ... to finish up ... Inviting questions If anyone has any questions, please feel free to interrupt at any time. If you have any questions, please stop me at any time, and I will be happy to answer them. If you have any questions, please feel free to interrupt. Please interrupt me if there's something which needs clarifying. Otherwise, there'll be time for discussion at the end. Discouraging questions (during the presentation/talk) I'd be glad to answer any questions at the end of my talk. At the end of my talk, there will be a question and answer session. I would appreciate it if you could keep your questions until then.
Instructed: Jane Tammeorg Tartu 2009 Marketing Basics for the Small Business Marketing is the wide range of activities involved in making sure that you're continuing to meet the needs of your customers and getting value in return. Marketing is usually focused on one product or service. Thus, a marketing plan for one product might be very different than that for another product. Marketing activities include "inbound marketing," such as market research to find out, for example, what groups of potential customers exist, what their needs are, which of those needs you can meet, how you should meet them, etc. Inbound marketing also includes analyzing the competition, positioning your new product or service (finding your market niche), and pricing your products and services. "Outbound marketing" includes promoting a product through
tips and useful language notes Book 1 Anne Seaton · Y. H. Mew Three Watson Irvine, CA 92618-2767 Web site: www.sdlback.com First published in the United States by Saddleback Educational Publishing, 3 Watson, Irvine, CA 92618 by arrangement with Learners Publishing Pte Ltd, Singapore Copyright ©2007 by Saddleback Educational Publishing. All rights reserved. No part of this book may be reproduced in any form or by any means, electronic or mechanical, including photocopying, recording, or by any information storage and retrieval system, without the written permission of the publisher. ISBN 1-59905-201-6 Printed in the United States of America 13 12 11 10 09 08 07 9 8 7 6 5 4 3 2 1 Introduction Grammar is a very old field of study. Did you know that the sentence was first divided into subject and verb by Plato,
Work on taking yourself deeper into the introspection process by tackling more specific topics. Here are some questions you might want to consider: What am I like? How do my friends characterize me? What are my personality traits? Have I ever experienced a moment of epiphany? Why is (some color) my favorite color? Why is (some movie) my favorite movie? How have my favorites influenced my life? What have I done? What are my major accomplishments? Why do I consider them accomplishments? What extra curricular activities have I participated in? Have I strived hard for something and achieved it? Why did I succeed? Have I strived hard for something and failed to achieve it? Why did I fail? What was the most difficult time of my life? How did my perspective of life change due to that difficult time? Where do I want to go? What would I most like to be doing right now? Where would I like to be? Who would I most like to be with?
Color-- -1- -2- -3- -4- -5- -6- -7- -8- -9- Text Size-- 10-- 11-- 12-- 13-- 14-- 15-- 16-- 17-- 18-- 19-- 20-- 21-- 22-- 23-- 24 TWILIGHT By Stephenie Meyer Contents PREFACE 1. FIRST SIGHT 2. OPEN BOOK 3. PHENOMENON 4. INVITATIONS 5. BLOOD TYPE 6. SCARY STORIES 7. NIGHTMARE 8. PORT ANGELES 9. THEORY 10. INTERROGATIONS 11. COMPLICATIONS 12. BALANCING 13. CONFESSIONS 14. MIND OVER MATTER 15. THE CULLENS 16. CARLISLE 17. THE GAME 18. THE HUNT 19. GOODBYES 20. IMPATIENCE 21. PHONE CALL 22. HIDE-AND-SEEK 23. THE ANGEL 24. AN IMPASSE EPILOGUE: AN OCCASION twilight STEPHENIE MEYER LITTLE, BROWN AND COMPANY New York Boston Text copyright © 2005 by Stephenie Meyer All rights reserved. Little, Brown and Company Time Warner Book Group 1271 Avenue of the Americas, New York, NY 10020 Visit our Web site at www.lb-teens.com First Edition: September 2005 The characters and events portrayed in this book are fictitious.
years. The first flower probably did not survive for long, and flowers must have remained rare and isolated phenomena, since conditions were most likely not yet favorable for a widespread flowering to occur. One day, however, a critical threshold was reached, and suddenly there would have been an explosion of color and scent all over the planet – if a perceiving consciousness had been there to witness it. Much later, those delicate and fragrant beings we call flowers would come to play an essential part in the evolution of consciousness of another species. Humans would increasingly be drawn to and fascinated by them. As the consciousness of human beings developed, flowers were most likely the first thing they came to value that had no utilitarian purpose for them, that is to say, was not linked in some way to survival. They provided inspiration to countless artists, poets, and mystics. Jesus tells us to contemplate the flowers
information will need careful planning and organizing. · Correct Grammar and Spelling Train yourself to check for major grammatical errors, words which are commonly misspelt and sentences which are incomplete. · Suitable Style and Tone The style and tone must match the message and its reader. You cannot, for example, write a memo to a colleague in the same style and tone as you might use when speaking on the telephone to a friend. · Logically Connected Ideas Finally, your ideas must be suitably connected so that the reader can identify related ideas while reading through and gradually understanding the message. Text 1 and Text 2 below clearly show these five aspects of writing in the business world. Evaluation Exercise 1 In the Field Services Department of the Melbourne Construction Company (MCC), a problem
.................................................................... 1 # When the Tigers Broke Free................................................................................................ 2 # In The Flesh ?...................................................................................................................... 3 # The Thin Ice......................................................................................................................... 4 # Another Brick in the Wall part 1........................................................................................... 5 # The Happiest Days of our Lives........................................................................................... 6 # Another Brick in the Wall part 2........................................................................................... 7 # Mother.................................................................................................................................. 8
William Shakespeare (baptised 26 April 1564 – died 23 April 1616) was an English poet and playwright, widely regarded as the greatest writer in the English language and the world's pre-eminent dramatist. He is often called England's national poet and the "Bard of Avon" (or simply "The Bard"). His surviv- ing works consist of 38 plays, 154 sonnets, two long narrative poems, and several other poems. His plays have been trans- lated into every major living language, and are performed more often than those of any other playwright. Shakespeare was born and raised in Stratford-upon-Avon. At the age of 18 he married Anne Hathaway, who bore him three children: Susanna, and twins Hamnet and Judith. Between 1585 and 1592 he began a successful career in London as an actor, writer, and part owner of the playing company the Lord Chamberlain's Men, later known as the King's Men. He ap- pears to have retired to Stratford around 1613, where he died three years later
When there's a problem I want a solution. Don't offer me any half measures. 31. Literal-mindedness is good. 32. One of the biggest energy-wasting manifestations is the compulsion to begrudge energy. 33. One need not have a better theory to object to a theory's defects. 34. One needs more energy, higher frequencies, more bandwidth, and less interference in order to sustain a finer quality of attention. 35. One who has authority over others is responsible for deterring them from behaving unustly toward one another and for effecting the redress of injustices when they occur. 36. One who is not still looking for answers is either a buddha or a damn fool. 37. People say that they want to be "loved for themselves" but I find that insulting. I want to do things that are worthwhile and be admired because my actions are admirable, not for foolish subjective reasons. 1 38
do it, enabled us to make significant changes. His work has enabled us to gain significant competitive differentiation and advantage" -LAURENCE HOF, Vice President, Relationship Consulting, Advanta Corporation "This will help executives make better decisions and use their influence wisely ... Robert Cialdini has had a greater impact on my thinking on this topic than any other scientist." -CHARLES T. MUNGER, Vice Chairman, Berkshire Hathaway, Inc. If you're wondering why of Latin America, the Far East, and Central Europe. you should buy this new edition of Influence: o More neuroscience evidence of how the influence process works is inte-
9 millist iseloomustust te vajate - what kind of characteristic would you need usaldusväärne kirurg - a trustworthy surgeon üsna tugev ja terve - pretty strong and fit täpne ja heade kommetega sekretär - a punctual and well-mannered secretary tundma kohalikke olusid - to know local matters leplik inimene - an agreeable person selle töö eelised ja pahed - the advantages and the disadvantages of the job pane järjekorda - to put in the order ( put them in the order) küsige kordamööda - to act in turn tähelepanelik kelner - an attentive waiter hoolikas lendur - a careful pilot järjekindel ja töökas õpetaja - a persistent and hardworking teacher vaimukas ja tähelepanelik ülemus - a witty and attentive boss tegelema raskete inimestega - to deal with difficult people kannatlik ja väljendusrikas mees - a tolerant and expressive man suure toiduainete kaupluse turvamees - a store detective in a supermarket
come true. You deserve it. And to Alistair and Jessica, from Seven Years to Sin , who inspired me to write Gideon and Eva's story. I'm so glad the inspiration struck twice! 1 "We should head to a bar and celebrate." I wasn't surprised by my roommate's emphatic pronouncement. Cary Taylor found excuses to celebrate, no matter how small and inconsequential. I'd always considered it part of his charm. "I'm sure drinking the night before starting a new job is a bad idea." "Come on, Eva." Cary sat on our new living room floor amid a half-dozen moving boxes and flashed his winning smile. We'd been unpacking for days, yet he still looked amazing. Leanly built, dark-haired, and green-eyed, Cary was a man who rarely looked anything less than absolutely gorgeous on any day of his life. I might have resented that if he hadn't been the dearest person on earth to me.
Tallinn´s University Pedagogical College Department of Youth Work and Continuing Education Andra Pant NT-32 GETTING PHYSICAL Tallinn 2012 "Delivery is more important than content." Arch Lustberg, speech trainer According to wellknown social anthropologist Edward T. Hall, 60% of our communication is nonverbal. That means whenever we stand before an audience, our stance, our posture, our facial expressions, our hand gestures, our whole body dynamic communicate more than our actual spoken words. A stiff, immobile speaker
Changing career: 'These days, I go home feeling relaxed' Starting a new career is a daunting prospect for many. But Kate Hilpern discovers that plenty of help is at hand Some of the jobs that career changers are most keen to break into PR and teaching, among them are the very same jobs that people are queuing to get out of, says John Lees, author of How to Get a Job You'll Love and Take Control of Your Career. Many of us get to the point, whether in our twenties, thirties, forties or fifties where we decide to change careers. Some of us will make radical changes, while others will move to the edge of their comfort zone, perhaps shifting from acupuncturist to homeopath or PR office to journalist
older person. When meeting someone make sure you are stood up, offer direct eye contact and give a nice firm handshake. The most common greeting is "tere" ("hello"). Titles are very important. "Härra" is for Mr, "Prova" is Mrs and "Preili" is Miss. All should be followed with the surname. Only use first names once you have been invited to do so. Gift Giving Etiquette Gifts are usually exchanged for birthdays and at Christmas. Gifts need not be expensive as it is more about the thought than monetary worth. If you are invited to an Estonian's house, a decent gift is a bring a box of chocolates or flowers. Flowers should be given in odd numbers. Gifts are usually opened when received. Dining Etiquette Arrive on time. Punctuality is expected. Call if running late. Check to see if shoes are being worn in the house. Do not expect a tour of the house - homes are private. Dress conservatively. Try and offer to help the hostess with the preparation or clearing up after a meal is served
4 eye-catching 6 over 12 why 3 1 been seeing 5 opening 4 1 Because the planes they were 2 have gone 6 shoe-string flying had faulty parts which 3 looked 7 heart-throb caused them to crash. 4 forgotten 8 blockbusters 2 He says he did it for his family 5 was taking Challenge! Students' own answers and for Chris's future. 6 been waiting, forgotten 3 Because although the pilots are prepared to give their lives in 4 There was once a wolf who used to 2B What's on the box
........................................................................................................................... - 10 - Referencies .............................................................................................................................. - 11 - -3- Introduction VoIP is a solid technology available since some years that allows people to communicate via voice using the IP protocol instead of telephone lines. Unfortunately this technology has been relegated in a niche market due to several factors such as proprietary standards, high price tag, limited integration with existing telephony environments. However in the last couple of years the situation changed dramatically since some open source tools such as asterisk as well as low-cost VoIP telephone adapters and services become available. In fact, today it is quite common for
neighbourhood, this truth is so well fixed in the minds of the surrounding families, that he is considered the rightful property of some one or other of their daughters. "My dear Mr. Bennet," said his lady to him one day, "have you heard that Netherfield Park is let at last?" Mr. Bennet replied that he had not. "But it is," returned she; "for Mrs. Long has just been here, and she told me all about it." Mr. Bennet made no answer. "Do you not want to know who has taken it?" cried his wife impatiently. "You want to tell me, and I have no objection to hearing it." This was invitation enough. "Why, my dear, you must know, Mrs. Long says that Netherfield is taken by a young man of large fortune from the north of England; that he came down on Monday in a chaise and four to see the place, and was so much delighted with it, that he agreed with Mr. Morris
· Is he sitting or standing? · They are reading their books. Examples: · They are not watching television. · What are you doing? · She is always coming to class late. · Why aren't you doing your homework? · He is constantly talking. I wish he would shut up. USE 2 Longer Actions in Progress Now · I don't like them because they are always complaining. REMEMBER Non-Continuous Verbs/ Mixed Verbs Examples: (All of these sentences can be said while Examples: eating dinner in a restaurant.) · She is loving this chocolate ice cream. Not · I am studying to become a doctor
A B 1 intelligent a in a hurry to do things 2 stubborn b giving things to other people 3 shy c believing in yourself 4 popular d being very clever 5 pessimistic e not very good at talking to other people 6 friendly f wanting to know the answer to things 7 impatient g easy to talk to and nice 8 generous h not changing your mind easily 9 curious i thinking things are bad or are getting worse 10 confident j a lot of people like you and you have a lot of friends Marks: /10
either from Britain or France. It was especially a poignant time for Africa, as then British Prime Minister Harold McMillan articulated his now famous “winds of change” sweeping Africa. We had high hopes for Africa, for the Black race, that the insidious imposition of foreign rule on us, the looting of Africa’s natural resources by our colonial masters accorded us would be things of history. That is more than forty years ago. Unfortunately, the promise of independence has not been fulfilled. Today, Africa has become more desolate; there is more starvation, diseases and non-provision of essential services than when we got our independence. There are all kinds of wars in Africa than the rest of world put together. The majority of so-called Africans leaders want to stay in power until the day their bodies are put in the grave
6 have/'ve known interested and it looks as though shipwrecked three times. 7 walked they are working hard. Most of She was lucky because she survived 8 have you phoned them are looking at the experiment each of the three disasters. 2 1 written 8 was trying and working together. They are 4 1 D 3 F 5 G all wearing uniform it's quite an 2 been meaning 9 came
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