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ENGLISH FOR BUSINESS 1

COURSEBOOK

TABLE OF CONTENTS

UNIT 1: ECONOMIC SYSTEMS..................................................................................3

UNIT 2: THE DIFFERENT SECTORS OF THE ECONOMY.....................................14

UNIT 3: THE PUBLIC AND THE PRIVATE SECTOR...............................................23

UNIT 4: TYPES OF COMPANIES IN THE PRIVATE SECTOR................................27

UNIT 5: RECRUITMENT............................................................................................32

UNIT 6: TELEPHONING SKILLS..............................................................................44

UNIT 7: WRITING BUSINESS EMAILS AND BUSINESS LETTERS......................59

VOCABULARY...........................................................................................................80

WORKS CONSULTED...............................................................................................83

UNIT 1: ECONOMIC SYSTEMS

Lead-in
1
2
3
4

How do companies decide what to produce?

How are the same decisions made in the case of countries?
Think about the history of Croatia and explain if major economic decisions have always
been made the same way.
Is it easy to live in Croatia if someone is poor? What happens if someone loses his/her
job?
I Match the definitions with the terms.
scarce

1
2
3

allocate

means of production

An adjective that describes not having enough of something.

Raw materials and means of labour (tools, machines, etc.)
employed in the production process.
To distribute for a specific purpose.

The three types of economic systems

II Read the text and fill in the blanks with the following terms.
planned

mixed

market

.
Do you ever feel that you do not have enough money for all the things that you want to buy?
Most people would say that their needs and wants outnumber their financial abilities.
Countries are similar to people in the sense that their resources are limited, while the wants
and needs of the population are unlimited. Every country has a system by which the
country's scarce resources are allocated and decisions are made about the basic economic
questions: What to produce? How to produce it? And who gets what is produced? This
system is called the country's economic system.
There are three main types of economic systems in the world today: planned economy,
market economy and mixed economy.
In a ___________ economy (also called command, centralized, controlled economy) the
means of production are owned by the state. Decisions about the allocation of resources
and what needs to be produced are made centrally by the government. The distribution of
goods and services is more equal than in other types of economies. Because of the strong
influence of the state on the economy, there is no competition among companies. One type
of planned economy is a socialist economy. In the past there used to be many socialist
countries (the Soviet Union, Poland, Yugoslavia, etc.), but at present there are only a few left

(e.g., China, Cuba) and even these are changing and starting to rely more on market
forces.
In a ___________ economy (or unplanned, free market, free enterprise economy)
government intervention is at the minimum. It passes laws and provides essential services
such as the military, the police and the justice system. The means of production are mostly
owned by private individuals and businesses. Businesses compete against each other
because their main aim is to make a profit. In this type of economic system the market
mechanism (the law of supply and demand) decides what to produce, how to produce and
who gets what is produced.
Most countries in the world today are neither planned economies nor market economies;
they are called ___________ economies. This type of economic system is a mixture of the
first two systems. The country's economy is divided into two parts or sectors according to
ownership: the public sector and the private sector. The public sector is owned by the
government, the private sector by private individuals and businesses. On the one hand, most
resources are allocated by the forces of supply and demand which makes mixed economies
similar to market economies. On the other hand, the government has a large role in
regulating markets which is an element of planned economies. The size of these sectors
differs from country to country. Countries where the private sector operates on the basis of
the market mechanism but where the government provides a minimum standard of living
for everyone through the public sector are called welfare states. There are many channels
through which governments can support their citizens, some of these are: pensions, health
care, elementary education, unemployment benefits and other help for the poor.
III Which type of economy?
1
2
3

1
2
3
4
5
6

Supply and demand on the market are the only factors that influence what will be
produced, how and for whom. ______________________
Some sections of the economy are owned and operated by the state but large portions of
business remain in private hands. ______________________
The system in which all economic decisions are planned and controlled from the centre.
______________________
IV Answer the questions.
What do you know about resources and their relationship to human needs and wants?
What are the three basic economic questions?
List some countries that used to have a command economy. Are there any left today?
Which is the most common type of economic system?
What is the welfare state?
What kinds of services can welfare states provide?

V Read the definitions and fill in the missing words from the text.
1
2
3
4

An organized way in which a state or nation allocates its resources

and distributes goods and services in the national community.
Financial health of a population, as measured by income and
consumption of goods and services by individuals or households.
Forces of supply and demand.
A type of a state where the government provides a minimum standard
of living for everyone.
VI Fill in the table with the help of the text.
Planned economy

Market economy

Mixed economy

What is the role of

the government?

How are resources

allocated?

Who or what owns

the means of
production?
Is there
competition?

VII Find word partnerships in the text. Supply the missing adjective.
f_________________ ability
e_________________ system
s________________ resources
w_________________ state

p___________ economy
c___________ economy
m___________ economy
m___________ economy

p___________ sector
p___________ sector

VIII Fill in the gaps with these verbs: make, pass, distribute, supply, allocate.
Many governments around the world have to ___________ a decision on how to
_____________ resources. This means that they have to decide how to ____________
goods and services and whether to ____________ them through the public or private sector.
Another important task of the government is to ____________ laws so that companies and
people can feel safe and secure in the country.
IX What are the opposites of these words?

Limited _________________

Scarce _________________

Local _________________

Private _________________

X Solve the puzzle by filling in the missing nouns from the beginning of the
phrases.
1

Across
1
of living
3
of production
5
between two companies

2
4

Down
of goods and services
of resources

XI Fill in the gaps with the phrases from task IX. Identify which type of
economic system the sentence refers to.
1 Government provides a minimum _____________________ for everyone
2 _____________________ will decrease the price of products.
3 The _____________________ is decided by supply and demand.
4 The _____________________ are owned by the state.
5 In one sector of the economy the state and in the other sector private individuals make
decisions about the _____________________.

How do mixed economies work?

I Read the text and explain how the private and public sectors are intermingled
in mixed economies.
Think about some of the goods and services that you have used in the past few days. Are
they part of the public or the private sector? How do you know?
Usually, when we purchase something from a private retailer we assume that we are
contributing to the private sector. When, however, we use a government service, we enjoy
something that the public sector provides often mistakenly believing that such a service is
free of charge.
Lets examine this idea through the example of taking a ride in a taxi cab. Imagine that you
took a taxi on a rainy afternoon. When the ride was over, you paid the driver, who, after
subtracting his costs, made a small profit on driving you in his privately owned car. This
seems like a transaction that took place exclusively in the private sector.
Although it is not obvious at first glance, government plays an important role in regulating
traffic in general and the work of cab drivers in particular. The roads that taxis drive on are
also public goods paid for by the taxes that people - like the cab driver - pay on their income.
This is how mixed economies work: private businesses are controlled by the market which
itself is regulated by the government while public goods and services are provided by the
government to be used by individuals and businesses in the private sector. In other words, in
their work private businesses use public goods and services and pay taxes which help
finance the public sector. No private business could exist without public goods and services:
they are protected by the police, use streetlights, their employees are educated in the public
school system and are kept healthy or cured in public hospitals. At the same time, all
governments want to encourage the success of private businesses, because without their
contribution to the budget, in the form of taxes, public goods and services would not exist.
II Answer these questions.
1
2
3
4

Can you think of other examples where the public and private sectors intermingle?
Try to explain the same thing through the example of buying something on the Internet.
How does the private sector finance the public sector?
How and why does government help the work of the private sector?
III Supply the missing vowels.

1
2
3
4

__ S __ a service
P __ RCH __S__ goods
R __ G __ L __ T __ traffic
__ WN a car

5
6
7
8

S __ PPLY and D __ M __ND

P __ Y taxes
M __ K __ a profit
C__NTR__B__T__ to the budget

IV Look at the verbs in the box below. Fill in the gaps in the sentences with
either their verb form or their noun form. Make sure that your answer is
grammatically correct.

need

supply

own

regulate

demand

allocate

1
The _______________ of a company make decisions about how that company should be
managed and what types of goods it should produce.
He _______________ a company, which means that when the firm makes a profit, he gets
to keep it for himself.
2
When developing a new product, companies should take into account what the market
_______________.
Human wants and _______________ can never be fully satisfied.
3
In mixed economies the government has a large role in the _______________ of the private
sector, this means that the government intervenes in certain aspects of this sector.
The banking sector was not _______________ enough at the beginning of the 21 st century,
which led to the current recession.
4
The state doesnt _______________ fuel for everyone free of charge.
The oil _______________ is running out, which means that fuel prices will keep rising.
5
When Apples iPhone appeared on the market there was immediately a large
_______________ for it.
Government _______________ from everyone who earns a living to pay taxes on their
income. Some economists say that this is an intervention in peoples economic freedom.
6
In command economies the state makes five-year plans and in this way _______________
the resources.
In market economies the private sector plans the production of goods and services, the
government has no role in the _______________ of resources.
V Which three verbs which correspond to government activity in the economy
can you find in exercise IV? What are the corresponding nouns?.
p__________________ - p____________________
i___________________ - i____________________
p__________________ - p____________________
VI Fill in the gaps with the missing words. Make sure that your answer is
grammatically correct.

After World War II there were several _________________ economies in the world, at
present there are only a few left.

Both Croatia and Sweden are _________________ states, Sweden, however, provides
a much higher _________________ of living to its citizens.

In Croatia some resources are _________________ (e.g. silver) and some are
_________________ (e.g. lumber).

In the _________________ sector the state _________________ decisions about what

to produce.

The _________________ of goods and services is more equal in planned economies,

the standard of living however, is lower than in market or _________________
economies.

Mixed economy is the type of _________________ system which is the most common in
the world today.

Governments _____________ laws to regulate a countrys economy.

VII Form new words which belong to the same word family as ECONOMY.
Connected to
money or finance
(adj)
______________
A science (n)
______________

A scientist (n)
_____________

Not wasteful (adj)

_______________

ECONOMY
A country's
system of
producing and
using up of goods
and services

To save money by
using less of
something (v)
_______________

A manager in a
company or the
owner of a firm
(n)

b____________
______
VIII Fill in the gaps with the correct form of the words from exercise VI.
1

___________________ spend their days doing research on topics such as inflation,

unemployment, interest rates, etc.

When I get a degree from the Faculty of Economics and Business, I will start my own firm
and become a ___________________.

Please turn off the light in the room when you leave, we need to ___________________
and stop wasting money.

Ivan decided to study ___________________, in two years he will get an Associate

Degree.

The countrys ___________________ situation is very bad. Unemployment is high,

wages are low and there is very little demand on the market.

The American ___________________ has started to recover after the recession.

My new car is very ___________________ it uses much less petrol than my old car did.

10

REVISION
After reading this unit you should be able to
1 explain how the three types of economic systems are set up.
2 talk about the role of the government in each type of economic system.
3 explain the relationship between the public and private sectors in mixed economies.
4 use the words related to economy correctly.
I Find the English equivalents of these Croatian terms.
1

Financijska sposobnost -

________________________

Gospodarski sustav -

________________________

Rijedak resurs -

________________________

Drava blagostanja -

________________________

Sredstva za proizvodnju -

________________________

ivotni standard -

________________________

Regulacija trita -

________________________

Raspodjela -

________________________

II Write true and meaningful sentences using the following terms.

1 needs, resources
_____________________________________________________________________
2 economic system, allocate
_____________________________________________________________________
3 means of production, own
_____________________________________________________________________
4 decision, market economy
_____________________________________________________________________
5 mixed economy, two sectors
_____________________________________________________________________
6 standard of living, welfare state
_____________________________________________________________________
III Replace the Croatian words with English ones.
1
2
3
4
5
6

The gospodarska kriza ________________has lasted very long and it has affected most
businesses in the country.
Experts dont predict any gospodarski rast ________________for the next year.
We have to find equipment that is tedljiv ________________to save money on costs.
Ekonomija ________________ is the oldest social science.
We had to tedjeti ________________on salaries, so we were forced to let 20 people go
from our factory.
The countrys gospodarstvo ________________is growing after years of recession.

11

He graduated from university and got a PhD in economics. He now works as an

ekonomist ________________for an institute that studies employment trends in the
country.
She got a degree in mathematics, but she never wanted to be a math teacher. Instead
she opened her own caf and now she is a poslovna ena ________________.
IV Find the odd-one-out and explain your choice in a sentence.

1 manage, allocate, distribute

_____________________________________________________________________
2 purchase, buy, rent
_____________________________________________________________________
3 resources, supply and demand, means of production
_____________________________________________________________________
4 market economy, competition, government regulation
_____________________________________________________________________
5 command economy, competition, government regulation
_____________________________________________________________________
6 pension, health care, entertainment
_____________________________________________________________________

12

UNIT 2: THE DIFFERENT SECTORS OF THE ECONOMY

Lead-in
1
2

What do you know about the different sectors of the economy?

What kinds of activities fall into each?
I What do these terms mean?
1
3
5

labour-intensive
harvest
consumer goods

2
4
6

extract
capital goods
outsourcing

The different sectors of the economy

I Read the text and say what kinds of activities characterize each sector of the
economy.
A nation's economy can be divided into sectors based on the economic activity that goes
on within them. Traditionally, we speak about three sectors, but more recently a fourth sector
has been added to account for the altering shape of global economy.
The primary sector involves extracting or harvesting products from the earth and so
producing raw materials and basic foods. In developing and developed countries the
number of workers involved in the primary sector is decreasing. Agriculture and other primary
sector activities are becoming less labour-intensive due to technological improvements that
replace workers with machines.
The secondary sector manufactures or processes finished goods from raw materials.
Goods can be capital goods and consumer goods. Capital goods can be used in the
production of other goods, these are sold to other manufacturers. Consumer goods, on the
other hand, are sold directly to the final consumer to be used by them. The level of
secondary sector production is decreasing in western countries as manufacturing is
outsourced to developing and underdeveloped countries.
The tertiary sector is also called the service sector and it provides services to businesses
and private individuals. In developed countries the largest proportion of workers are
employed in the tertiary sector and this proportion is growing. While fewer people are
involved in the service sector in developing countries, the importance of this sector is also on
the growth there.
The quaternary sector provides knowledge-based/information services. It was originally
part of the tertiary sector, but because of its growing importance and size economists argued
that it should be separated from other types of services and considered a separate sector.
This sector consists of activities which involve the management of information and is of
growing importance in both developed and developing countries.

13

II Answer these questions based on the text.

1

2
3

Which sectors are of growing importance in Croatia? Why?

Which are the sectors that are becoming less important? Why? Is this a problem?
What happens to workers who used to work in sectors that are disappearing?
III Read the definitions and fill in the missing terms from the text.

1
2

Production and distribution of goods and services in a country.

Tangible assets such as buildings and machinery that an
business uses to produce goods or services.
Products that are purchased to be consumed by the average
consumer, also called final goods, e.g. clothes, food, cars and
books.
A practice used by different companies to reduce costs by
transferring portions of work to outside suppliers (often abroad)
rather than completing it internally.
To pull or take out with force or great effort.

To gather a crop when it is ripe; to reap.

Having high labor costs per unit of output; especially: requiring

greater expenditure on labour than in capital.
A basic substance used in the manufacturing of a good.

3
4

IV Fill in the table with the verbs from the text that could be useful when talking
about the different sectors of the economy. Then use them in a sentence of your own.
Primary
e____________
h____________

Secondary
m____________
p____________

Tertiary and Quaternary

p____________

__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________

14

V Find word partnerships in the text:

1
3
5
7
9
11

e_________________ activity
r_________________ materials
c_________________ goods
f_________________ goods
p_________________ a service
d_________________ countries

2
4
6
8
10
12

g_________________ economy
b_________________ food
c_________________ goods
t_________________ improvements
i__________________ services
d_________________ countries

VI Fill in the blanks with the word partnerships from above.

1
2
3
4

5
6

________________ differ from consumer goods in that they are intended for
manufacturers and not the final consumer.
In some countries in Africa even __________________ are scarce, people dont have
access to flour, milk or meat.
Iron ore is the _________________ necessary to produce steel.
Lifelong learning has become a goal in ___________________, like the USA, Germany
or France because most people make a living providing some kind of knowledge-based
service.
The ___________________ is currently in a recession. I hope it won't last long.
There have been some major ______________________ like cars, airplanes, the
Internet, to name a few in the last 150 years. These made life much more comfortable
today than it used to be.
What do you think is the most important ____________________ in Croatia? Is it tourism
or agriculture?

VII Write a few sentences of your own with the remaining word partnerships:
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________

15

VIII Sort out the following activities into 4 sectors.

agriculture
energy utilities
forestry
insurance
distribution
scientific research

Primary sector

industry
engineering
healthcare
law
mining
shipbuilding

Secondary sector

Tertiary sector

construction
entertainment
information technology
media
trade
textile production
Quaternary sector

IX Fill in the missing vowels. Which sectors do the activities belong to?
1

B __ NK __ NG

__ D __ C __ T __ __ N

L __ BR __ R __ __ S

R __ ST __ __ R __ NTS

F __ SH __ NG

C __ LT __ R __

F __ RM __ NG

M __ N __ F __ CT __ R __ NG

T __ __ R __ SM

10 TR __ NSP __ RT __ T __ __ N

16

Changes in economic activity in developed countries

I Follow the instructions and draw a graph to illustrate the text.
The graph illustrates employment levels in the primary, secondary and tertiary sectors
between 1800 and 2000.
At around 1800, 80% of the population was involved in the primary sector, while half of the
remaining population worked in the secondary sector and a further 10% was employed in the
tertiary sector. Primary sector employment kept declining after the beginning of
industrialization (1800), arriving at a low-point of 10% in the 1980s. After this, the number
of workers leveled off at this level until 2000.
All the way until the 1970s there was a steady growth in employment in the secondary
sector. Employment there reached a peak at 40% in 1970. The number of people working in
the secondary sector started to drop after this date, returning to 10% in 2000.
During the decline of the primary and secondary sectors, the tertiary sector started to gain in
numbers. Until the 1970s, employment rose slowly. After the 1970s, following the
considerable downward trend in the secondary sector, employment started rising and it
jumped to 80% by 2000.
Instructions:
Vertical axis: number of workers (1 - 100%)
Horizontal axis: time (1800 2000)

Primary sector: solid line

Secondary sector: dotted line
Tertiary sector: broken line

II Find the opposite of these.

1
3

5
7

to grow ___________________
a growth ___________________
to jump ___________________
to reach a peak _____________

2
4

6
8

to fall quickly
___________________
an upward trend ___________________
to fluctuate
___________________
an insignificant drop _________________

17

III Tell your partner about Croatias economic activities. Use the following
outline.

The ______________________ sector involves/ consists of activities

such as _______________.

________________________ also lies within this sector.

Activities, for example, __________________ are also associated with

the _________ sector.

The ______________ sector produces the largest part of GDP in developing

countries. In developed countries, the largest part of the GDP comes from
______________.

In Croatia the __________________ sector employs the largest number of

people and the ________________ sector the smallest number of people.

18

How to talk about your job

A)
C)
E)
G)

I Read how these people describe their jobs. Guess what their jobs are and
which sector they work in.
a salesperson
B) an entrepreneur
a manager
D) a receptionist
an accountant
F) an economist
a bank clerk
H) a farmer

I own a farm in Slavonia where I raise chicken and grow corn. It is hard work but I really
enjoy being outdoors. Winters are quiet around here, but we dont get any time off
during harvest time. ___________________________

I work at the counter in a big bank. I am the first point of contact for anyone coming in
the bank. I am responsible for opening accounts for new customers, taking deposits
and assisting customers when they want to make a withdrawal. I also cash cheques and
exchange money. ___________________________

I am in charge of a team of five people. My job is to make sure that my team does the
work assigned to us in the most effective way. Sometimes I delegate some of my tasks
to my subordinates, but I always make the most important decisions myself. My job is
stressful and I work very long hours. In fact, usually Im the last to leave the office at the
end of the day. ___________________________

I graduated from university at the top of my class. I was immediately employed by the
Institute for Economics. My job is to analyze, interpret and predict future trends in the
economy. I specialize in Macroeconomics and study inflation in Croatia.
___________________________

I work for myself. I run a business selling jewelry that a friend of mine designs. My
friend and I decided to start our own business when we were at university studying
Russian Literature. A few years ago I decided that I needed some training in business
and I completed an Associate Degree course in business administration. My working
hours are flexible, so I can spend time with my family. __________________________

I sell goods in a large department store. I am expected to know our products well and I
have to be skilled at talking to people. I get a regular salary but some of my colleagues
are paid on commission. ___________________________

I work at the front desk in a large law office. Since I am the first person our clients see
when they come to our office, I have to be friendly and welcoming at all times. My work is
not difficult but I have to do a lot of different kinds of tasks: I answer phones, take
messages and schedule appointments. I am also responsible for booking rooms and
receiving mail. ___________________________

I manage the finances of a large company. I love working with numbers, so I really
enjoy my work. I deal with preparing tax returns, issuing financial statements, calculating
costs and monthly earnings. I work from 9 to 5 but at the end of the financial year we get
really busy when we close the books. Nobody in our office can take a leave at that time.
___________________________

19

II Find expressions from I.

1 Which two people work for themselves?
1 ___________________________________________
2

___________________________________________

2 Find verbs that could be used in a sentence describing the kinds of responsibilities
somebody has at work:
1

___________________________________________

___________________________________________

___________________________________________

3 Which expressions refer to working hours?

1

___________________________________________

___________________________________________

___________________________________________

4 Find expressions that mean something similar to taking a holiday.

1

___________________________________________

___________________________________________

5 What kinds of pay are mentioned in the text?

1

___________________________________________

___________________________________________
III Describe a job to your partner with the help of the phrases above. The
speech bubbles will help you get started. Can he/she guess what job you are
talking about?

I work at

I deal with

I am in charge of

I work from to

REVISION
20

After reading this unit you should be able to

1 talk about the four sectors of the economy.
2 explain how economic activity changed in developing countries through history.
3 describe the main movements in a graph.
4 talk about issues related to work (working hours, pay, vacation, leave, etc.)
I Replace the Croatian words with English ones.
1
2
3
4
5
6
7
8
9

My firm prua usluge _____________________ to elderly people who live alone.

Croatia is a razvijena zemlja _____________________.
There are many zemlje u razvoju _____________________ in Africa which need foreign
investment.
A countrys industry cannot improve without access to cheap and plentiful sirovine
_____________________.
Companies try to sell their finalne proizvode _____________________ as soon as
possible, so they dont take space in their warehouses.
The ekonomska aktivnost _____________________ of a country decreases.
Agriculture and the hotel industry are radno intenzivna _____________________
industries, i.e., they require a large amount of labour.
We need to invest more in the kapitalna dobra _____________________ of our factory,
otherwise we wont be able to compete on the market.
Everyone regularly purchases roba iroke potronje _____________________ . Without
these it would be very difficult to live in the world today.
II Find the odd-one-out and explain your choice in a sentence.

1 agriculture, manufacturing, fishing, forestry

_______________________________________________________________________
2 retail, engineering, shipbuilding, energy utilities
_______________________________________________________________________
3 education, law, culture, IT
_______________________________________________________________________
4 to process, to extract, to harvest, to farm
_______________________________________________________________________
5 grow, drop, peak, gain
_______________________________________________________________________
6 level off, stay steady, remain the same, jump

21

III Fill in the missing prepositions.

1
2
3
4
5
6
7
8

I work __________ the counter and deal __________ clients.

I am __________ charge __________ the finance department.
I graduated __________ the University of Zagreb __________ the top of my class.
I am responsible __________ booking rooms.
I work __________ numbers.
I am the first point __________ contact between the bank and clients.
My business specializes __________ selling used cars.
To get a job you have to be skilled __________ using a computer.

22

UNIT 3: THE PUBLIC AND THE PRIVATE SECTOR

Lead-in
1

Name some big companies and organizations in your country: food producers, retailers, a
company that produces and distributes electricity, a company that provides postal
services.
Who owns and operates them?

The public and the private sector

I Read the text and write down which sector the following sentences refer to.
1
2
3
4
5
6
7
8

Businesses are run and owned by the government.

Businesses are run and owned by private individuals.
Companies' aim is to make profit.
Companies' aim is to provide goods and services for the benefit of everyone.
Involves police, law, army, health etc.
Involves all kinds of businesses.
The production is financed through taxes.
The production is financed through private investments.

Every economy can be broadly divided into two parts: a private and a public sector.
Companies in the private sector are run by individuals whose main aim is to make profit.
They are not owned or operated by the government. In the majority of free-market
economies most companies are in the private sector and therefore provide most jobs.
The public sector is the part of a country's economy in which companies and organizations
are owned or controlled by the government. It deals with the production and provision of
goods and services generally provided free of charge at the point of use for the benefit of
all its citizens. These range from social security and defense to urban planning. They are
financed from taxes collected from all the citizens and sometimes by their own trading
surplus or profit.
The public sector provides to citizens goods such as law, police, parks, defense, etc. These
goods are called public goods. Economists say that they are non-rival, which means that
consumption by one consumer does not reduce the quantity available to other consumers.
They are also non-excludable which means that once provided anybody can use them. For
instance, everyone can enjoy street-lighting. As there is no way to charge for their usage,
they are generally not provided by the private sector.
Another group of goods and services in the public sector is referred to as merit goods. They
include education, health care and libraries, etc. Their concept is based on the idea that
people would not buy enough of them if they were provided by the free market, i.e. an
individual might decide not to buy them or would not be able to afford them. For example,
people would not buy expensive health insurance as they think nothing would happen to
them, but in case something does happen, they can't afford to pay. Besides, some merit
goods when provided privately are affordable only to rich people. As the state thinks they are
good not only for an individual but also for a society as a whole, it provides them to all. For

23

example, vaccination will protect an individual from a disease, but will also decrease the risk
of epidemic diseases. Both public and merit goods eventually increase the overall well-being
of the society and increase economic growth.
There are various types of companies and organizations in the public sector: public
corporations (production of electricity, national television, public transport etc), nationalized
industries, government departments or ministries and local authority services.
Over the last thirty years many countries have transferred some public sector businesses to
the private sector through sales of companies to private owners or outsourcing of some
activities. This process is called privatization. The two main reasons for it are the belief that
privately run companies are more efficient and the fact that the sale of publicly owned
companies brings large income to the government.
II Answer the questions.
1
2
3
4
5
6
7
8

What are public goods? Name some examples.

What does the non-excludability and non-rivalry of public goods mean?
What are merit goods? Name some examples.
Why do governments provide public and merit goods to their citizens?
Name types of businesses in the public sector.
What is privatization and why are companies privatized?
Name some examples of public corporations and nationalized industries in Croatia.
Name some examples of government departments and local authority services in
Croatia.
III Read the definitions and fill in the missing terms from the text.

1
2
3
4

6
7
8

Types of companies and organizations in the public sector

that run services or industries on behalf of the government.
The sector of the economy owned and operated by
individuals and companies, primarily motivated by profit.
Types of goods that have to be provided by the public sector
because the private sector cannot make a profit on them.
The sector of the economy owned and operated by the
government and whose aim is to provide goods and services
to all its citizens.
Goods and services provided by the public sector whose
concept is based on the idea that people would not buy
enough of them if they were provided by the free market.
The transfer of public sector resources to the private sector.
The quality of public goods that refers to the fact that once
provided anybody can use them.
The quality of public goods which means that consumption
by one consumer does not reduce the quantity available to
other consumers.
IV Fill in the gaps with the words from the box.
free of charge

efficiency

merit

well-being

24

corporation
1

public

profit

taxes

Businesses in the private sector are run by individuals and they are primarily motivated
by ____________ .

Goods and services in the public sector are most often provided ___________

Activities in the public sector are financed from ___________ and sometimes by
companies' _______________ .

Health care is an example of ___________ good.

Defense, police and law are examples of ______________ goods.

Goods and services provided by the public sector increase the ______________ of the
society as a whole.

Companies in public sector are often privatized in order to increase their ____________.

National television is an example of public _________________.

V Answer the question.

In your opinion, which of the following should belong to the private sector, which to the public
sector and which to both? What are the advantages and disadvantages for each of your
choices?parks
1 beaches
2 libraries
3 dentists
4 police
5 education

The more, the merrier

I Discuss the following question.
1
2

What activities of the public sector could be privatized and why?

What activities of the public sector should not be privatized and why?

When we talk about privatization we most often think of a huge wave of denationalization of
once publicly owned companies that took place in the 1980s and 1990s in many European
countries including Croatia. In Great Britain for example it involved railways, roads, telecom,
air travel and many other businesses that used to be national pride. But there are many more
recent examples that do not attract so much attention. Governments and local authorities
often outsource or subcontract their services to the private sector, which means that in order
to cut costs they hire private businesses to provide services that were once provided by the
public sector only. This includes anything, from cleaning and school meals to prisons and
police squads. Proponents of private prisons claim they considerably reduce costs and are
more efficient than public prisons. However, there has also been a lot of criticism.
Many think that in their quest for profit, prison owners are ready to violate human rights and
offer poor conditions. Furthermore, some of them refuse to accept inmates whose detention
is more expensive, like those convicted of more serious crimes. There have also been

25

several examples of serious abuse. In 2008, the Kids for Cash scandal unfolded in
Pennsylvania when two judges were accused of receiving bribes from the owner of two
private juvenile detention centers in return for imposing stricter sentences on teenagers who
appeared before them. That way they increased the number of youngsters that ended up in
detention centres. Some kids were sentenced to several months in a detention centre just for
mocking their principal or shoplifting.
V Discuss the following questions.

1 What are some of the advantages and disadvantages of privatization?

2 Name some examples of privatization of once publicly owned companies in Croatia.
What are the consequences of their privatization?

REVISION
After reading this unit, you should be able to

26

1
2
3
4

Explain the difference between the public and the private sector.
Explain the what public goods and merit goods are.
Name various types of companies and organizations in the public sector.
Discuss the pros and cons of privatization of public sector activities.
I Match the terms on the left to the terms on the right. Then explain how they
are related to private or public sector.
1
2
3
4
5
6
7
8
9

free
non
government
social
trading
local
non
merit
public

a)
b)
c)
d)
e)
f)
g)
h)
i)

departments
security
surplus
-rival goods
-excludable
authority services
goods
of charge
corporations

II Fill in the missing verbs.

1

Most private businesses are r___________ by individuals who are primarily motivated by
profit.

Businesses in public sector are o______________ by the government.

Businesses in the private sector are very important as they p_______________ most
jobs in every economy.

The public sector is financed by taxes c_____________ from all the citizens and by its
own profit.

Public goods are those whose consumption does not r_______________ the quantitiy
available to other consumers.

Merit goods, like health care, are provided by the public sector because if they were only
provided by the private sector many people would not be able to a___________ them.

Governments should do their best to i_______________ the well-being of society.

Since the 1980s many companies that once belonged to the public sector were
p______________, i.e. transferred into private hands.

Many countries have o _______________ some of the activities that once belonged to
the public sector and thus privatized them.

III Fill in the gaps with the terms from the text.

27

In free-market economies most companies are in the ______________ sector and they
are very important as they provide most jobs.
2 In the public sector goods and services are generally provided ________________ of
charge as they are financed from taxes.
3 Goods and services in the private sector are provided for the _________________ of all
citizens.
4 Law, police and defense are so called ______________ goods and they are provided by
the public sector.
5 Public goods are non- _____________ ; the fact that they are consumed by one person
does not reduce the quantity available to others.
6 Public goods such as street lighting are also non-_______________ as everybody can
use them.
7 Education, health care and libraries are all examples of ______________ goods provided
by the government and their concept is based on the idea that people would not buy
enough of them if they were provided by the free market and they are important for the
well-being of the society.
8 Production of electricity and rails are examples of public ______________.
9 The transfer of some public sector businesses to the private sector is called
________________.
10 Privately run companies are considered to be more _______________ than companies
in the public sector.
IV Read the sentences and mark them true or false. Explain your choice.
1
2
3
4
5
6
7
8

In the public sector companies and organizations are owned or controlled by the
government and by private individuals
Some goods and services provided by the public sector are not free of charge.
Some goods and services provided by the public sector are financed from their own
trading surplus or profit.
We say that public goods are non-rival which means once provided anybody can use
them.
The concept of merit goods is based on the idea that they are good not only for an
individual but also for a society as a whole.
Public corporations are examples of companies in the private sector.
Many activities and companies that once belonged to the public sector have been
privatized since the beginning of the 20th century.
The only reason for selling publicly owned companies is to raise money for the
governments budget.

28

UNIT 4: TYPES OF BUSINESSES

Lead-in
1
2

Name some businesses in your country.

In what ways are they different? Think of their size, legal form and business
opportunities.

Types of businesses in Croatia

I

Fill in the gaps with the words from the box.

taxes

loss

benefits

profit

financial

If you want to turn your business idea into a product or a service, you will have to work out
which legal structure is right for you. In order to make a good decision, it is important to
collect information on the different risks and _________ of each form of business. They differ
in the amount of ___________ risk you will take on, the ___________ you will have to
manage and pay, the ways you can personally take the ____________ your business earns
and your personal responsibilities if your business makes a ____________ .
In the Croatian legal system there are many different types of companies. However, most
businesses are run as crafts, independent professions, limited liability companies and joint
stock companies / companies limited by shares.
II

Read the text and underline their main features.

If you are self-employed and you manufacture goods, trade or provide various services, such
as making shoes or running a restaurant, you can register your business as a craft. Some
other professions like lawyers, doctors or dentists can run their business as independent
professions. In both cases this means that you will run your own business activities as an
individual, but you will be able to take on staff. You will be the only one to make decisions
and all the profit will go to you. You will also have to keep records of your business' sales
and spending, and pay taxes. It is important to know that crafts and independent
professionals in general have unlimited liability for debts which means that you will have
personal financial responsibility for your business: in case your business makes losses
you will have to use personal property like a car or a house to cover its debts. These
businesses are not legal entities on their own.
The most common types of companies that have limited liability for debts in Croatia are
limited liability companies (drutvo s ogranienom odgovornosti, d.o.o.) and joint stock
companies / companies limited by shares (dionika drutva, d.d.). They have far more
complex organization than crafts. In these types of companies the company's finances are
separated from the personal finances of the shareholders and all the losses are covered by
the companys assets. We therefore say they have a limited liability for debts. Those
businesses are legal entities that can be taken over, sued and liquidated.

29

A great majority of all the registered companies in Croatia are limited liability companies.
In this type of companies one or more persons or legal entities invest in the capital and are
therefore called shareholders. If they want, they can sell their shares but not to the general
public. Profit is shared between shareholders and the companys assets are strictly
separated from the property of shareholders. The company must have a management
board (uprava) and an assembly (skuptina). They can optionally have a supervisory
board (nadzorni odbor) that controls the work of a management board. The minimum
amount of share capital is defined by law. The company is obliged to submit its financial
reports regularly to the Croatian Financial Agency (Fina).
Joint stock companies / companies limited by shares are companies which have
an even more complex structure, higher minimum amount of share capital and often but not
always more shareholders than limited liability companies. Joint-stock companies in Croatia
have three obligatory bodies responsible for running the company: the general assembly
(glavna skuptina), a management board (uprava) and a supervisory board (nadzorni
odbor). Alternatively, instead of having two boards their functions can be merged into a
single board of directors (upravni odbor). Just like limited liability companies, they have to
submit their financial reports regularly to Fina. They also have to disclose their accounts
publicly, i.e. make all important financial information available to the shareholders, potential
future investors and the public in general. Companies limited by shares can decide to go
public start trading shares publicly on the stock exchange. This process is called flotation.
Once on the stock market, companies have access to larger amounts of capital.
Only a few percent of all businesses in Croatia are companies limited by shares and
even fewer go public. However, they are very important as they are large, they dominate the
market, employ far more people than limited liability companies and contribute more to
national output.
I
1
2
3
4
5
6
7
8

Answer the questions.

What will you have to take into consideration before starting a business?
What are the simplest forms of business in Croatia?
What are owners in businesses with unlimited liability responsible for?
What types of companies have limited liability?
What is the difference between limited liability companies and joint stock companies?
What organs have to be established by law in limited liability companies?
What is flotation?
Why are companies limited by shares important in every economy?

II Fill in the table with the main features of the types of businesses described in
the text .
Craft
Limited liability company Joint stock company
Owner(s)
Liability
Duties and
obligations

30

III Find English words for these terms in the text.

obrt
samostalna djelatnost
pravna osobnost
dioniko drutvo, d.d.
drutvo s ogranienom odgovornosti, d.o.o.
uprava
upravni odbor
skuptina
nadzorni odbor
glavna skuptina
izlazak na burzu
dioniari
udjeliari
14 minimalni temeljni kapital
2
3
4
5
6
7
8
9
10
11
12
13

IV Match the words on the left to the words on the right. Then try to remember in
what context those collocations were mentioned in the texts above.
1

Stock

__

independent __

b) Exchange

personal

d) professions

management __

e) entity

legal

__

f) share capital

limited

__

g) board

7 minimum

__

h) assembly

8 general

__

i) liability

__

a) property

V Use the word partners from the above exercise in the following sentences.
1

When a company goes public it starts selling its shares at the ________________ .

Craftsmen have unlimited liability and they can lose their _________________ in case
of bankruptcy.

Members of the _________________ take all the important decisions in a company.

Joint stock companies have __________________ for debts.

Dentists can work as _____________________.

Limited liability companies are ______________________ and they can be sued, taken
over or liquidated.

31

The bodies joint stock companies are obliged to have by law are
_______________________, ______________________ and ___________________.

Minimum _____________________ for both limited liability and joint stock companies
is defined by law.
VI Read the definitions and fill in the missing words from the text.

A group of individuals chosen by the stockholders to promote their

interests and to elect and supervise the management board.
2 The condition by which shareholders are legally responsible for
the debts of a business only to the extent of value of their
investment.
3 A portion of the after-tax profit of a company paid to shareholders
according to the number of shares they possess.
4 The condition by which a business owners are legally responsible
for the total amount of debts of a business, regardless of the
amount they have personally invested.
5 A capital company in which shareholders participate with their
shares in the share capital and which cannot sell shares to the
general public.
6 A capital company with a very complex legal framework into which
one or more legal or natural persons invest their contributions
participating in the share capital and which can sell shares to the
general public.
7 A business with unlimited liability, owned by one person, usual in
professions such as hairdressers, shoemakers etc that
manufacture goods or provide various services.
8 A body composed of senior managers that is in charge of and
controls a company.
9 A body composed of a group of people, some of them being
outside specialist, who meet regularly and approve the decisions
of the management board. Joint stock companies are legally
obliged to establish it.
10 A unit of ownership that represents an equal proportion of a
companys capital which entitles its holder to an equal claim on
the companys profits and an equal obligation for the companys
debts and losses.
11 The process of a company going public.
12 A body in joint stock company that merges the functions of a
management board and a supervisory board.
In Anglo-Saxon countries there are the following types of companies:
Sole proprietorship
Partnership
Private limited company (Ltd.)
Public limited company / Joint-stock company (Plc.)

32

Partnerships: Till death do us part

I Read the text and answer the following questions:
1
2
3

How does the text define partnerships?

What are the advantages and disadvantages of a partnership?
What advice does the text give on forming partnerships?

It the world of business there are various types of partnerships. But most commonly we refer
to a partnership as any business where two or more persons join together in order to make a
profit. This, of course, means that each party will have to contribute money, property, labour
and skills and that they will share profits and losses.
Partnerships can take different forms in different countries but what they all have in common
is the fact that partners have to be chosen carefully if they want partnerships to last. Some
surveys show that the majority of business partnerships don't make it past three and a half
years. In order to avoid a quick break up, experts say, partners should be complementary in
the skills and the expertise they possess, in their work styles, business practices, character
and financial situation.
What else is needed to make your partnership work? Business advisers think it is important
to have a good gut feeling about your partner. This means both partners have to be
comfortable with each other. They also have to define their roles clearly in order to prevent
any future disagreements. Next, partners should try to control their egos. The most common
mistake is to wish to perform better than the other. To prevent this, every partner should
focus on the area of business that is his or hers. This way both will be the best at what they
do. Another problem is money, of course, and we know that many friendships end over
money matters. It would therefore be wise to define everything in advance in an agreement.
The experts also claim that good, long-lasting partnerships are the ones in which partners
have very different personalities and skill sets but share values, beliefs, ethics and goals.
Think about that before starting a business with someone. A partnership can be very
powerful, and ultimately, when it is good, the whole is much greater than the sum of the
parts. Both in financial and emotional terms.
II Discuss the following questions in pairs:
1

Can you add more advice to people forming a partnership?

2 Can you name an example of a partnership that worked well or badly? What were the
causes of success / failure of that partnership?

33

REVISION
After reading this unit you should be able to
1 Name the most common types of businesses in Croatia.
2 Explain the concepts of limited and unlimited liability for debts.
3 Name the similarities and differences between limited liability companies and companies
limited by shares.
4 Name the bodies responsible for running companies.
I

Can you recognize the following words? Fill in the missing vowels.

Lgl entity

_____________

Rs capital

____________

nlmtd lblty for debts _____________

Go pblc

____________

kp business records _____________

Stck Exchange

____________

Cvr debts

10 Pay txs

____________

Share prfts and lsss _____________

11 Shr responsibility

____________

rn a business

12 12. dscls accounts

____________

_____________
_____________

II Circle the correct word.

1

In Croatia many businesses such as hairdressers, coffee shops, small food

manufacturers, etc. are registered as limited liability companies / joint stock
companies /crafts.

Crafts and independent professions are not legal companies / entities / organizations on
their own.

Limited liability companies / joint stock companies / companies limited by shares cannot
sell shares to the general public.

Exceptionally, if required by law, limited liability companies can have a management

board / an assembly / a supervisory board.

Joint stock companies have to write / make / disclose their accounts publicly in order to
inform the shareholders and potential future investors on their financial situation.

Shareholders control a management board through flotation / general assembly /

minimum share capital.

III

Translate the words in italics to English.

(Obrtnici) _________________ are responsible for any debts or losses of their business.

If necessary they have to (pokriti dugove) _________________by their (osobna imovina)

_________________.

34

He (vodi) _________________a little restaurant on the coast and he has decided to

register as a (obrt) _________________.

In joint stock companies it is only the company, and not individual (dioniari)
_________________, that is liable for its obligations with its entire property.

(Drutvo s ogranienom odgovornosti) _________________is a company which has a

(ogranienu odgovornost) _________________for debt.

(Dionika drutva) _________________are legally obliged to (javno obznane)

_________________ their financial results.

If a company wants to sell (dionice) _________________ publicly, it can apply to the

(burza) _________________ and offer its shares to the general public.

(Minimalni temeljni capital) _________________ for limited liability companies is

20,000.00 kn.

He is a (udjeliar) _________________ in several limited liability companies.

10 Most joint stock companies in Croatia have an (skuptina)_________________, a

(uprava) _________________and a (nadzorni odbor)_________________.
IV Fill in the missing terms.
1

If you run a craft you have to _____________ records of your business sales and
spending as well as pay taxes.

Crafts and independent professionals in general have _____________ liability for debts.

If you are a craftsman and your business makes losses you will have to
______________ your debts by your personal property.

Most companies with limited liability in Croatia are registered as _______________

_______________ companies.

Legal or natural persons that invest their contributions and thus participate in the share
capital are called __________________ .

Two obligatory organs limited liability companies must establish are a

___________________ board and the _______________.

In general, joint stock companies have higher ___________________ capital than

limited liability companies.

Both joint stock companies and limited liability companies are obliged to submit their
_____________ reports regularly to the Croatian Financial Agency (Fina).

35

UNIT 5: RECRUITMENT
Lead-in
1

How many times do you expect to apply for a new position during your career?

How many times do you expect to change jobs in your lifetime?

How to find a job?

I

Read the text and answer the questions:

How can you find a job?

What will you have to do once you find an interesting job ad?

In today's world of great professional mobility an average person will change six jobs in their
lifetime and this number is likely to grow in the future. At the same time the number of job
applications we are expected to write during our professional career is much higher. It is
therefore very important to learn how to be proactive and innovative when hunting for a job
and applying for a job.
How can you find a job? Companies often place job ads in newspapers or on their web
pages to advertise a vacancy. You can also contact an employment agency, Internet job
search sites, a university career center or spread the word among your friends, family and
social networks. When you find a job ad you are interested in, you will have to make an
application, that is send out your CV (curriculum vitae) and a covering letter. Sometimes
you will need to fill in an application form, a special form designed to gather information on
your personal data, education, qualifications, work experience, skills and hobbies.
I Translate these expressions into English. The phrases in bold in the text will
help you.
1

napisati prijavu za posao

______________________

ispuniti prijavu za posao

______________________

oglasiti slobodno radno mjesto ______________________

traiti posao

______________________

prijaviti se na posao

______________________

agencija za zapoljavanje

______________________

ivotopis

______________________

popratno pismo

______________________

36

HOW DO COMPANIES RECRUIT NEW STAFF?

Lead-in
1
2

How do companies recruit new staff?

What steps do they have to take?

Recruitment
I

Read the text and answer the questions:

1
2
3

Who can help companies recruit new staff?

What information does a job ad usually contain?
What steps do recruiters take after they receive job applications?

When there is a vacancy, the company has to recruit (hire, employ, take on) a new
employee. Most companies have a defined selection process or methods they use when
they want to recruit new people.
The Human Resources Department may first try to find an internal candidate, a person who
already works in the company at some other position. If they do not manage to find an
appropriate candidate, they can hire an employment agency or headhunters. Many
companies place a job ad on the Internet, in newspapers or advertise a vacancy on their
web page. The job advertisement gives a short description of the job: duties and
responsibilities, the conditions, fringe benefits or perks like bonuses, free lunches and a
company car. It also defines what level of education and skills are needed for the job.
After the HR department receives job applications, they will read the CVs and application
letters to check the educational and professional background of applicants. Next, they
shortlist candidates who will be invited for a job interview. Some companies also ask
shortlisted candidates to take tests to assess their intelligence and personality. Before
making a final selection they will check the applicants' references and decide which
candidate is the best. Finally they offer a job to him/her and if the candidate accepts it, the
company hires him/her.

37

II Match the halves of the sentences.

The recruiter interviews e

Candidates take i

The recruiter makes a final

The recruiter shortlists

The recruiter hires an

The recruiter advertises

f.

The best candidate

g. candidates.

The recruiter checks

h. is hired.

The recruiter invites shortlisted

candidates

i.

tests.

j.

selection.

a. references.
b. for an interview.
c. employment agency or headhunters.
d. CVs and application letters.
e. candidates.
a vacancy.

The recruiter receives

III Now put the sentences from task II into the correct order.
IV Fill in the gaps with the words from the box.

contacted
offer

made
found
hunting

shortlisted
apply

hired
wrote

filled in
invited

I graduated from college two months ago and since then I have been ___________ for a
job. I ____________ an employment agency right after finishing college, but they didn't
_____________ me any jobs. I also looked for job ads in all the newspapers and on the
Internet and I _____________ at least ten applications. Two weeks ago I __________ an
interesting job ad on some company's web site and I decided to ____________for it. I
_____________ a resume and I ______________ the application form. They called me two
days ago to tell me that I had been _______________ and they ______________ me for a
job interview. A few hours after the interview I got a call from them and... I am __________ !

38

V Read the definitions and write down the words.

1

An unoccupied position in a company

V_C___Y

An agency that helps find jobs for persons

seeking employment

EM_ _ _ Y_ _ _ _

A request for a job

A__L______N

A written description of someone's professional

and work experience

C _ RR _ _ _ _ _ _

Candidates for a job

A__L___N_S

To choose a few people from a larger group

S_ _ RT_ _ _ T

To engage in finding new employees

R_ CR_ _ T

Free life insurance, a company car, a mobile

_G_ _ CY

V___E

phone or anything else your company may

reward you with beside your salary
9

F_ _ _ G _

B___F__S

Specialists that help companies find

higher level employees

H _ _ DH _ _ _ _ RS

10 The types of degrees a person has achieved.

E_ _ C _ _ _ _ N _ _
B _ _ _ GR_ _ _D

VI Use the words in italics at the end of each of the following sentences to
form a word that fits in the blank space.
1

I've heard there is a _______________ in our corner shop.

vacate

You need to fill in this _______________ form by Friday.

apply

With my _______________ background, I'll get this job.

educate

They will make a final ____________ tomorrow.

select

We don't think you have the right _______________ for this job.

qualify

You can ask your boss to give you a ________________.

refer

I'll give you the contacts of an excellent __________ agency.

employ

There are not many job _____________ in today's newspaper.

advertise

She works as a _______________ in a big pharmaceutical company. recruit

10 I havent received an _______________ for a job interview.

39

invite

VII Read the advertisement for an accountant and find out what the company
requires from applicants and what they offer them.

Appointments
Accountant
We are seeking for a qualified candidate with experience in
working within corporate accounting operations. The
company is located in the Greater Los Angeles area. We offer
great benefits and good work-life balance. Attractive salary.
Private medical insurance.
The candidate must have a bachelors degree in Accounting
and 3-5 years of accounting experience within a large or midsize organization. Knowledge of all full-cycle accounting and
financial reporting. Supervisory experience is a plus. A strong
desire/personal need for continuous learning with the
partnership of a high work ethic, vision, and drive.
If you meet the above requirements please email an updated
copy
of
your
resume
in
word
format
to
andrea.coleman@parkerbrown.com.
VIII Read the job ad once again and answer the following questions.
1
2
3
4

Where is the company located?

What perks are offered?
What kind of educational background and professional experience should candidates
have?
Which parts of the job ad refer to the job description /specification?

40

IX Beside salary, employees have certain rights and benefits. Check the meaning of
the following words in a dictionary. Then fill in the gaps with the words from the box.
training

Christmas bonus
child allowance

maternity leave
free meals

sick leave
severance pay

notice

1 According to the contract all the employees are entitled to ______________ in the
company's canteen.

2 Most companies offer to their managers ______________ on various managerial skills.

3 In the US, women can take up to 12 weeks of __________________ to care for their
newborn child.

4 All the managers get a _____________________ if they are laid off or retire which
includes additional payment based on the months of service.

5 In many countries ____________________ or benefit is additional payment employees

get for each child they have.

6 If you decide to leave your company you have to give your employer a two-week
_________________.

7 In the USA not all the companies guarantee paid __________________ for their
employees when they get ill.

8 In some countries __________________ , usually paid to employees in December, is

referred to as a thirteenth salary.
X Compare the sentences above with your country. Add more rights and
benefits that employees have in your country.

41

Job interview
I Answer the questions.
1
2
3

Have you ever been in a job interview?

List useful tips for job interviews. Think about preparations, clothes, behavior,
punctuality.
List possible questions you can be asked in a job interview.
II Look at the list of questions you can be asked in a job interview. Which of
them are the most surprising? Which of them are tricky or difficult to
answer? What would you answer? Discuss in pairs.

1
2
3
4
5

Where did you work? What were your responsibilities?

What major challenges did you face? How did you handle them?
What did you like/dislike about your previous jobs?
What was your biggest success / failure at your previous job?
Why are you leaving your job? /Why did you resign? / Why were you fired?

6
7
8
9
10

What is your greatest weakness/ strength?

Do you take work home with you?
How do you work under pressure?
What are your salary expectations?
Tell me about yourself.

11
12
13
14
15

Why do you want this job?

What can you do for this company?
Why should we hire you?
How long do you expect to stay in this company?
Where do you see yourself in ten years time?
III What are the right answers to difficult questions? Sometimes a candidate
can get confused by a recruiter's questions. It is good to predict unusual
questions and be prepared to answer them. A right answer can help you get a
job.
Look at the following answers and match them with the questions above.
Discuss them in pairs.

I was responsible for projects funded by the EU.

I've decided that is not the direction I want to go in my career. I recently received a
master's degree and I want to use my knowledge in my next position.

42

This company is internationally known for its marketing campaigns and as I have a lot of
experience in marketing I would love to have the opportunity to participate in the creation
of your campaigns.

I can sometimes be too much of a perfectionist and then I need more time to accomplish
some task than expected.

I really enjoyed the atmosphere in the company and the people. We worked hard but we
also had fun. I enjoyed going to work every morning. At the same time, the job was not
challenging enough and I felt I was not able to reach my full potential and there was no
room for advancement.

It is still open and it will depend on my position and the overall compensation package.

I can cope with it quite well. In fact, when, for instance, I work to strict deadlines I tend to
be more creative and focused.

Because I am the one for this position. I am fully committed to my work, I am creative
and hardworking and I will make a valuable contribution to your team. I will definitely be
an asset to your company.

43

How to write a CV?

Lead-in
1
2

Have you ever written a CV?

What does a CV contain and how are data organized in it?

What makes a good CV?

I Read the text and answer the questions.
1
2
3
4

How much time do you think recruiters spend looking at an average CV for a junior
position?
What information will you put in a CV? How will you organize it?
Should your CV be honest?
How long should your CV be?

When you are looking for a job, it is very important that you present yourself in the best light
to the employer. Recruiters in big companies often receive several hundreds of CVs
(curriculum vitae, AE: rsum) for one job position. As they have very little time, they
spend less than a minute looking at the CV for a junior position on average. A well-written
CV is more likely to attract a recruiter's attention and will make you seem interesting to the
company. Therefore a CV can be crucial for your professional career. It shows your ability to
organize information and highlight your strengths.
Different countries may have different requirements and formats for CVs and you must follow
the practice for your culture and country. However there are also some general rules. A CV
for a junior position should not be longer than two pages. The facts in it are arranged in
groups (personal details, education, professional/work experience, skills, activities,
references). Information about your education and work experience should be put in reverse
chronological order.
You should avoid sentences - the information should be presented clearly, in short notes.
Your CV should not be longer than two pages and it has to have a clear and balanced
layout. It is important to check it for spelling or grammatical errors before sending it.
In some countries it is common to include a photo as well as a date of birth, marital status
and a number of children. If you include your hobbies and interests, leave out the ones that
are not relevant to the position you are applying for. It is important to be honest and not to lie
about your education, working experience or skills. However, it is not necessary to point out
your minor weaknesses or information that might discriminate against you, such as
nationality or religion.

44

I Study the CV carefully to see how the information is presented. Decide

where the following headings should be placed.
References
Education

Additional Skills
Interests

Personal Details
Professional Experience

CURRICULUM VITAE
Personal Details
Ivona Horvat
4 August 1980
Ilica 356
10000 Zagreb
Phone: 099/2797828
E-mail: ivona.horvat@hotmail.com
_______________
2013-present

2011 2013

_______________
2007 2010

Agrokor
Major Account Manager
Responsible for establishing and developing a relationship with
key accounts in the textile industry
Potanska banka
Assistant Manager in the Marketing department
In charge of assisting in the implementation of national
marketing programs

1998 2002

University of Zagreb, Faculty of Economics and Business,

Professional Degree Programme
Professional Baccalaureus in Economics
Language High School leaving certificate

_______________
IT
Languages
Additional

Office 2007 and Windows Vista, Excel

Fluent English, proficient in German, beginner in Spanish
Driving licence B category

_______________
Skiing, cycling and swimming
Ski instructor
Secretary of the local branch of 'Sunce', an association organising activities for disabled
children
______________
Iva Ivekovi
Professor of Economics
University of Zagreb

Petar Juri
Marketing director
Agrokor

45

Hired through social networks

I Discuss the following questions. Then read the text and compare your ideas
with the authors view.
1
2

Do recruiters take into consideration social networks when checking applicants?

What kinds of data on social networks can do harm to someones future career?

When looking for a job, many people use social networks. However, company recruiters use
them too. According to some surveys, almost half of the American employers utilize social
networks to screen potential employees. They claim they saw an increase in candidate
quality since they started doing that.
This new trend might change the way we use social networks and make us think twice
before posting information our future employer might find inappropriate and which might
influence their decision to hire us. Recruiters say that contents that made them disregard the
candidates are most often those about drinking or using drugs, gossip about previous
employers or clients or sharing confidential information from a previous employer. Recruiters
will not select candidates who lied about their qualifications or show poor communication
skills.
What makes recruiters select someone based on their online profile is the fact that a
candidate's profile supports their professional qualifications and creates a general good feel
about the candidate's personality. Other factors are good communication skills, creativity and
the fact that friends posted good references about them.
Therefore if you want to be selected online, headhunting professionals advise you to clean
up all the digital dirt such as inappropriate photos or comments, to focus on the positive,
both in your private and professional life, highlight your accomplishments, be selective about
who you accept as friends and monitor their comments. And definitely do not write about
your job search if you are still employed.
II Discuss.
1
2
3

Can checking candidates' profiles be considered an invasion of privacy?

List more dos and don'ts when looking for a job.
Do you know any other examples where social networks did harm to someones career?

46

REVISION
After reading this unit you should be able to
1 Describe all the steps that you need to take when looking for a job.
2 Name all the steps companies take when looking for new employees.
3 Know all the rules for writing a good CV.
4 Answer some simple and some tricky questions to be expected in job interviews.
I Replace the Croatian words with English ones.
1

We have decided to zaposliti __________________two new employees.

Objavili smo __________________ a job ad in daily newspapers.

I've just heard I had been izabran u ui krug __________________.

HT mobile has oglasio __________________ a vacancy.

He has decided to prijaviti se __________________ for that job.

They are planning to pozvati __________________ him for a job interview next week.

She didn't know how to ispuniti __________________ a job application.

I am in charge of traenje __________________ new staff for my company.

II Word formation. Fill in the missing words.

noun
1
2
4 employment
5 selection
6
7
8
9 application

noun - person
advertiser
---

verb

---

qualify
invite

vacate

recruiter

III Use the words from the box above to fill in the gaps:
1
2
3
4
5
6

He has excellent __________________ for this job.

If you want to __________________ for a job, you have to write a CV and a cover letter
first.
My company is expanding its business and has decided to ___________________ five
new staff.
We can ___________________ a vacancy on our web page.
Shes been ____________________ to a job interview.
Recruiters will ______________________ two candidates at tomorrows meeting.

47

IV Match the words on the left to the words on the right.

1
2
3
4
5
6
7
8

a)
b)
c)
d)
e)
f)
g)
h)

cover
child
educational
maternity
application
fringe
work
severance

form
pay
benefits
leave
experience
letter
background
allowance

V Fill in the gaps with the words from the previous exercise.

1 A CV should always be sent along with a _____________ .

2 He was dismissed but he needn't worry about his financial future. He got a very high
_________________ from his company.

3 In a job interview when asked about your __________________ you should tell them
about your university degree.

4 Before coming to a job interview you have to fill in the _________________ .

5 She will be on a __________________ for the next two months and then her parents will
look after the baby.

6 They offered me excellent ________________ such as a company car, a company card

and private health insurance.

7 He has very little ________________ as he graduated from college a year ago.

8 Higher __________________ might motivate people to have more kids.

UNIT 6: TELEPHONING SKILLS

Lead-in

48

1 How often do you make phone calls in English?

2 When was the last time you made or received a phone call in English? How was it?
3 What do you find most difficult about telephoning in English?

Using telephoning phrases and vocabulary

I Read the telephone conversation. The underlined phrases are not used on
the telephone. What do we say instead?
Receptionist: Good morning. CIS Design.
Luka:

Good morning. Give me Kate Davies, please.

Receptionist: Wait a moment.

Kate:

Hi.

Luka:

Hello. Are you Kate Davies?

Kate:

Sure, I am.

Luka:

Im Luka. I want to talk about...

II Number the lines of the telephone conversation to show the right order.
___ Yes, speaking.
_1_ Good morning. CIS Design. How can I help you?
___ Hello. Is that Kate Davies?
____ This is Luka Babi. Im calling about.....
___ Good morning. Can I speak to Kate Davies, please?
___ Hello.
___ Just a moment, please.
III Fill in the gaps with the phrases from the box.
Could I speak....?
How can I help you?
Hold on, please.
Whos calling, please?
Im phoning about....
A:
B:
A:
B:
A:
C:
B:

Its....

B & T Marketing. _______________?

Hello. ________________ to Marko Kati, please?
______________?
_______ Ivana Lev from Hyatt Hotel.
____________.
Hello, Ivana. How are you?
Fine, thanks, Marko. _______________ our next meeting. Are you free on Monday
morning, at 10 oclock?
IV What does the receptionist at The Best Computers say? Choose a phrase
from the box.

49

Can you hold? Ill put you through.

Can I have your name and phone
number again, please?
Right away, Mr Lenuzzi.
Good bye.
Could you spell it for me, please?

Could you repeat it once again, please?

Hello, The Best Computers Plc.
Whos calling, please?
Im afraid theres no answer. Can I take a
message?
Yes, it is. Could you tell me what its about?

A: _____________________________
B: Could I speak to John Ness, please?
A: _____________________________
B: This is Karlo Lenuzzi from KLL. Is this the sales department?
A: ____________________________
B: Im calling about our ThinkPad laptop order No 566.
A: ____________________________
B: Thank you.
A: ____________________________
B: Yes, could you tell Mr Ness that I called.
A: ____________________________
B: Of course. Karlo Lenuzzi.
A: ____________________________
B: Yes, no problem. Its K-A-R-L-O L-E-N-U-Z-Z-I.
And my phone number is 020 966 4512
A: Im sorry I didnt hear the last part. ____________________________
B: 4512. Can you transfer me to the IT department now?
A: __________________
B: Good bye.
A: __________________

50

V Put the following sentences in the right order to get two telephone
dialogues.
Dialogue 1

Colin: That would be nice.

Tanja: Not bad. Quite busy, as usual.
Colin: Fine, thanks. And you?
Tanja: Technomax Systems. Tanja speaking.

Colin: Hi Tanja. Its Colin here.

Tanja: Oh, hi Colin. How are you?
Colin: Listen Tanja, I actually wanted to speak to Ivana. Is she in the office?
Tanja: Yes, she is. Shall I put you through to her?

Dialogue 2

Tanja: Thanks, Colin. Hang on a minute while I make the connection.... Sorry Colin.

Im afraid the line is engaged.

Tanja: Bye.
Colin: Yes, please. Let me just find a piece of paper. OK.
Tanja: Its 333.
Colin: I wanted to ask her about our meeting agenda for the next week.
Colin: 333. Right. Thanks, Tanja. Bye now.

Tanja: Can I just ask what you are calling about?

Tanja: Shall I give you her extension number?

Colin: Oh, thats a pity. Ill call her later.

Some parts of these two conversations are so-called small talk. This type of chatting
serves to avoid jumping immediately to the point. With small talk you can avoid seeming to
be too blunt, which is considered to be rude. In some situations it is polite to make some
small talk.

51

VI Can you find these sentences in the dialogues?

52

Useful phrases
I Fill in the gaps with the expressions from the box.
Im calling about... Can you hold the line, please?
Could I speak to .....
You are welcome.
Its Lana Delbianco from........
Hotel Palace. Roko Petri speaking. How can I help you?
Can I leave a message for......
Im afraid Mrs Tomi is not in the office....
Opening a call
Identifying yourself (when you are the caller):
This is Matej Cvjetko from Incom Plc.
___________________ the Four Seasons Hotel here.
Stating the reason for calling:
_____________________
I wanted to ask you about....
I have a question about.....
I would like to have more information about....
Getting through to the person you need
Asking for the person:
__________________ Luka Babi, please?
Is Mr Babi there, please?
Could you put me through to the purchasing department, please?
Im trying to get through to Ms Paula Slejko. Is she in the office at the moment?
When the person youre calling is not available:
Ill try to call back later.
____________________ Mrs Radi?
Could you ask her/him to call me back later, please?
Answering a call
Identifying yourself / a company:
Technomax Systems.Tanja speaking.
___________________________________
Good morning. What can I do for you?
Transferring a call:
Can you hold on a moment, please?
__________________________________
Ill put you through.
Im afraid the line is engaged / busy.
Shall I give you his/her extension number?

53

Shall I tell him/her to call you back later?

When the required person is not available:
______________________________ at the moment.
Hes on the other line/ in a meeting/ on a business trip.
Can I take a message?
Would you like to call back later?
Returning a call:
Im just returning your call from last Monday.
Ending the call
Thank you very much.
_________________________
Let me know if I can do anything else for you.
Good bye./Bye now.

SMALL TALK :polite conversation about ordinary or unimportant topics

A:
A:
A:
A:
A:
A:

How are things in Zagreb?

What have you been up to?
Hows the weather there?
How are the kids? Hows the family?
How did the conference go?
How was your holiday?

B: A bit busy, as always.

B: Ive just got back from the conference.
B: Its nice now, for a change.
B: Fine, thanks.
B: Great. We hosted some excellent presenters.
B: Oh, it was all right.

II Make a telephone conversation using the following map.

A Answer the phone.
B Say hello and make some small talk.
A Reply.
B Change the subject and ask to speak to
Mrs Petri.
A She isnt available. Say why and offer to
take a message
B Leave a message
A Take a message
B Say thank you and goodbye.

54

Making arrangements
I Use the phrases from the box to complete the dialogue.
if she cant call me within an hour
Ive got to reschedule
Preferably
Will you hold
Could she call me somethings come up
Id like to meet
A: Good morning, Monting Group. How may I help you?
B: Id like to speak to Julie Chen, extension 243, please.
A: Thank you. Whos calling please?
B: Its Petra Simi, from Hotel Sheraton.
A: Ill put you through. Hello, Im afraid shes engaged at the moment. ____________or can I
take a message?
A: Ill leave a message, please. The thing is, I should be meeting Mrs Chen at 2 pm, but
________________. My plane was delayed, and ________________ my appointments.
If possible, ________________ tomorrow. ________________ in the morning.
___________________ here at the hotel please?
B: Certainly. Whats the number please?
A: Its 030 7676 3499. Ill be leaving the hotel soon, so ________________________, Ill call
her again in the afternoon.
B: Right. Ive got that. Ill make sure she gets the message.
A: Thank you very much. Goodbye.
B: Goodbye.

Useful phrases
I Put the phrases into the right place.
No, sorry, I cant make it then.
Can we schedule our meeting for Tuesday morning?
Im afraid something has come up.
Making arrangements
Can we fix a meeting for next week?
Could we meet on Monday at 11:30?
How/What about next Tuesday morning?
What day/When would suit you?
I was wondering if you might have time to meet me next week?
_____________________________________________________

55

Changing appointments
Could we fix another time?
Im calling about our meeting. Could we possibly cancel/reschedule our appointment for
Tuesday?
______________________________________________________
Answers
Thats OK.
Thatll be fine.
Im afraid my diarys rather full that day/week.
Sorry, Ive got a meeting at that time.
______________________________________________________
II Make a telephone conversation using the following map.
A

Answer the phone.

B Say hello, introduce yourself.

A Greet the caller

B Say you want to meet. Explain why.
Suggest a time to meet.
A The time is inconvenient.
Suggest another time.
B The time is inconvenient. Suggest another
time.
A Agree. Suggest a place to meet.
B Agree and confirm the details.
A Say goodbye.

B Say goodbye

56

Complaining and apologizing

I Use the phrases from the box to complete the telephone conversation.
this is what Ill do
seems to be a small problem
accept my apologies
Whats the problem
Im sorry to hear
for sorting that out
Youll have them
Ill personally make sure
Thank you for your help
A: Alfa Alfa Electronics. Maria Soares speaking.
B: Hello Maria. This is Luka Babi from Babi Retail Systems here.
A: Oh hello, Luka, how are you?
B: There __________________ with your latest consignment.
A: Oh, ___________________ that. _____________________ exactly?
B: Well, you know we ordered your semiconductors last week.
A: Yes 2000 pieces, if I remember well.
B: Exactly. Anyway, we received only 1000 pieces.
A: Oh, Im very sorry about that. Please ______________________.
B: Well, it has caused problems in our production, to be honest.
A: OK, Luka, _________________. Ill send you immediately a new consignment with 1000
new pieces. _________________ by Friday morning.
B: Great Maria. Thanks ___________________.
A: Oh, its the least I can do. Again, Im really sorry about the incomplete consignment.
____________________ that it doesnt happen again.
B: Thats great. ______________________.
A: Bye for now.

Useful phrases
I Fill in the space for the heading with these terms.
Solving a problem
Complaining
Apologizing

Im calling about.....
It seems you forgot the attachment.
There appears to be a small problem with your consignment.
Im afraid some of the components dont work.
Unfortunately it seems there is a small mistake on the invoice you sent us.

57

Im sorry about....
Id like to apologize for.....
Please accept my apologies.
There appears to be a mistake.

Ill make sure that it gets sorted out.

Ill personally make sure it doesnt happen again.
Ill send you the document straight away.
We can give you a refund.
I can talk to the manager.
To compensate, well deliver you ten units free.
II Make a telephone conversation using the following map.
A Answer the phone
B Greet the other person on the line and
say you have a problem
A Ask what the problem is.
B Explain the problem
A Admit responsibility and apologize. Say
what you will do to solve the problem.
B Say that you are satisfied with the solution
and thank your partner.
A Apologize again and say goodbye.
B

58

Say goodbye.

Sounding polite

When they have bad news to communicate English speakers tend to use Im afraid or
Im sorry. For example, if you are not able to attend the meeting, introduce the sentence
with one of these two phrases.
If you want to make your statement sound more polite, or try to say something which is
inconvenient or annoying for the other person, use the word actually.
In some situations you can use the past tense instead of the present tense to make
your sentences be more polite.
The use of would and could can help make your questions sound less direct and thus,
more polite.
I Rewrite the following dialogue replacing the underlined sentences with a
suitable polite form.
Victor:

I want to talk to Marina Saletti?

Secretary:

Shes not here. Do you want to leave a message?

Victor:

No, Ill call back later.

Secretary:

She wont be in the office today. What do you want to ask?

Victor:

Im calling about the conference in Dubrovnik next month.

Secretary: Youre Victor from Spain, arent you?

Victor:

No, Im from Argentina.

Secretary:

Call her tomorrow.

Victor:

No, Im on a business trip all the week. I want to speak to your HR

manager. Can you put me through to him?

Secretary:

No, his line is busy. Can you hold on a moment, please?

Victor:

No, I dont have time. I just want to leave my phone number. Its 090 333
456. Tell him to call me in the office this afternoon.

Secretary:

I didnt catch it. What is your phone number?

Victor:

Its 090 333 456.

Secretary: Thanks. Its ok. Ill tell him.

Victor:

Thanks. Bye.

Secretary:

Goodbye.

59

Useful phrases
I Fill in the space for the heading with these terms.
Using could/ would
Using the past tense
Adding actually
Starting the sentence with Im afraid/ Im sorry

Im afraid I wont be able to attend the meeting in the morning.

Im sorry, but Mr Cane is in a meeting.

I actually wanted to speak to your HR manager.

A: Does he know you sent an email?
B: Actually, I dont think he does.

What was your enquiry about?

I just wanted to ask...
I wanted to enquire about......
I was wondering if you could tell me how much you charge for delivery?

Id like to ask you if it is possible to contact us in the afternoon...

Could you tell him to call me....
I would like to have more information about.....
How long would it take to ship a consignment to Croatia?

II Make a telephone conversation using the following map.

60

A Answer the phone. Introduce yourself.

B Introduce yourself. Say you have a
question about the delivery of your new sofa
you bought on the Internet
A Ask what the question is.
B Ask how much they charge for delivery.
A Say the price. Ask for the delivery
address.
B Say the address.
A You didnt catch it.
B Repeat the address. Ask about the time of
delivery.
A Ask what time is suitable.
B Say what time suits you.
A Thank the customer.
Ask if there is any other question.
B
Say thats all. Say thank you and
goodbye.
A Say goodbye.

61

Problems in communication
In a telephone conversation you might run into communication problems. The speaker you
are talking to might speak too quietly or too fast. You might have got a wrong person by
mistake or you were cut off and have to call the other person again.
I Complete the extracts from the dialogues with words from the box.
cut
1
2
3
4
5
6
7
8

up

line

slowly

spell

wrong

could

catch

Sorry, _______________ you repeat that, please?

Sorry, the _________ is really bad.
Sorry, we got _____________ off.
Sorry, I think you have the __________ number.
Sorry, I didnt _____________ that.
Sorry, could you __________ that for me, please?
Sorry can you speak __________ a little bit.
Sorry, could you say that a bit more __________, please?

Spelling names, saying numbers, email and website addresses

I Write down several first and family names and spell them with your partner.
______________________ ___________________________ _____________________
II Use the information from this table to write out the email and web
addresses in words.
@ = at

. = dot

- = dash/hyphen

___=underscore

ivan.car@hotmail.com =

ivan dot car at hotmail dot com

www.freeserve.net =

www dot freeserve dot net

k_ellis@dialstart.co.uk =

k underscore ellis at dialstart

kevin.stevens@afg.consulting.ca= ____________________________________________
margaret_johansson@zebra.it=

____________________________________________

www.rent-a-car.com=

____________________________________________

__________________________=

____________________________________________

(your email address)

Although there is an official English alphabet, a lot of English speakers use common words
or personal names to spell words. For example, to spell the name Ivan, an English speaker
might say: Thats I for Italy, V for vase, A for apple, N for name.

62

REVISION
I Fill in the missing words.
1

Could I ________________________ your name and email address, please?

Could you ______________________ on a moment.

Id _____________________ to speak to Miss Mirkovi.

Can I _________________ a message?

Could you __________ Mr Craig to ___________ me ___________ this afternoon.

Could you ______________ him that I _____________?

Hello. Is that __________ ______________?

The reason Im _________________ is our appointment next week.

Can you ______________ me _______________ to the manager?

10 Could you ____________________ me to the marketing department.

II Unscramble the expressions.
1

through / Ill/ put/ you

_______________________

me / its / yes

_______________________

this/ is / hello / Ivana Lev ?

_______________________

please / speak/ to / John Avery / like / Id / to _______________________

on / hold/ you / could ?

you/ me/ give/ could/ your name/ and/ please/ address ?

_______________________

__________________________________________________
III Match the sentences you created above with phrases that mean the same.
1 Can I talk to John Avery, please?

___________________________

2 Just a moment...

___________________________

3 Ill connect you.

___________________________

4 Am I speaking to Ivana Lev?

___________________________

5 Speaking.

___________________________

6 Can I have your name and address?

__________________________

63

IV Put the words in the right order to make sentences.

1

small a There to with

really must

annoying That

be .

consignment

have should

first

out

for

sure

Ill happen again that make it doesnt .

Thanks

appears

delivery

problem

tomorrow thing

be the .

Mr Smith

the .

sorting that .

V Replace the Croatian words with English ones.

1

Can I javiti se ____________________ later today?

Sorry, nisam razumjela ____________________ your name.

Sorry, veza se prekinula ____________________. Where were we?

Im not entirely sure. Can I nazvati vas kasnije u vezi toga ____________________ ?

Im trying to dobiti ____________________ the sales department.

Could you please ostati na liniji ____________________ ? Ill try to connect you.

Shall I spojiti vas ____________________ to Mr Chen?

You can dobiti ____________________ him on his mobile.

Sorry I cant hear you. Can you govoriti glasnije ____________________ a bit, please?

10 Im afraid she is in a meeting. Can I napisati poruku ____________________ ?

VI Role play the following situations in pairs.
1

Your name is Joan/Colin Timber and you work for TG Network. Your colleague Lisa
Smith is out of the office at the moment. Someone will call and ask for her. Take a
message checking all the details to make sure you understand them.

You have arranged to meet a partner from one of your subsidiaries. Explain that you
cannot keep the appointment, say why and provide an alternative time.

You are on a business trip and you want to stay an extra day. Telephone the airline office
to arrange a different flight.

While you were on a business trip to Germany last week you hired a rental car from Fast
Rent. When checking the bill you found a mistake in the number of days of the rental
service. Call Fast Rent and complain.

You work for Beautiful Lady Cosmetics. You have received an order from C2C Inc. but
you dont have a delivery address. Call C2C Inc. to get the information. You would also
like the email address and mobile phone number of the person who placed the order in
case you have any more questions.

64

UNIT 7: WRITING BUSINESS EMAILS AND BUSINESS LETTERS

The layout
I Put numbers next to the appropriate box.
1 The recipients address
2 The senders address
3 The date
4 The letter

Mr Jorge Sanchez
Barcelona
Furnishing
Avenida Gaudi 477
08036 Barcelona
Spain

Royal Furniture
35 Windsor Street
Langford
LG56 7HP
England

8 May 2012

Dear Mr Sanchez
I am writing in connection with your phone call on the 5 March.
I am happy to tell you that our company can accept payment in
both Euros and US dollars. We will be able to deliver the
cabinets as soon as we receive payment.
I hope this information will be helpful.
We look forward to hearing from you
Yours sincerely
Susan Long
Manager

Block style:
1 In this style there are no commas after Dear or Yours
2 The date is written simply as above, without st, nd, rd or th added after the number.
There are also no punctuation marks used in the date.

65

Paragraphs begin at the margin and they are separated by an empty line.

66

Email basics
I How are e-mails different from business letters? Read and find out.
Business emails are usually slightly less formal than business letters, but in today's world
emails are much more common and in most cases they replace letters, as they are a quicker
way of communicating.
Things to remember:
1 Keep your email short and clearly organized.
2 Use words such as firstly, secondly, next, finally to help you structure your points.
3 Always fill in the subject line. Without this, your recipient might think that she was sent
spam and delete your email without opening it. Choose a subject that accurately
describes what your email is about.
4 Do not write in CAPITALS. This is the equivalent of screaming at your recipient.
5 Do not use emoticons (such as , ). These will make you seem childish and
unprofessional.
6 Do not use cute or funny email addresses (e.g., sleepyhead@yahoo.com)
7 Use your mailing programs spellchecker. If there is no such thing, copy your email into
Word and check spelling there.
8 Fill in the To: section last. This way you will not accidentally send the email before you
are done with it.
9 Put your own address into the Bcc section, so you can be sure that your email was in
fact sent.
II Match the right side up with the left.

reply to all

Copies of the email will be sent to the people you

indicate, but the recipients will not see each other's name
and address.
2

subject

Cc (carbon copy)

Bcc

Fw (forward)

attachment

Resend an email you got from someone to another

person.

Your email will be sent to everyone who received the

original letter you are replying to.

Documents, pictures, etc. that you are sending together

with your email.

Unwanted emails that contain advertisements or even

viruses. Junk mail.

Copies of the email will be sent to the people you

indicate.

67

spam

The topic of the email.

68

The structure
I How can poorly written e-mails and letters affect a business relationship?
What kind of structure do most e-mails and business letters follow? Read and find
out.
It is very important to structure letters and emails clearly, so that the reader can easily follow
what you want to say:
1 Always begin with a greeting line. This is usually Dear
2 Next you can include a subject that accurately pinpoints what your letter is about. This
should always be underlined.
3 Say why you are writing. If this is a reply, mention the email, letter, fax or phone call that
preceded your email or letter.
4 Next is the body of your letter, where you go into the details of what you want to say.
Remember, time is money: This part should be kept as short as possible. Do not mention
any unnecessary detail or information.
5 The final paragraph should contain closing remarks. These can be formulaic phrases of
politeness but this is also the place where you would call attention to any enclosed
documents.
6 Close the letter. Business letters have strict rules on how to close letters. It is important
to keep in mind that the greeting line and the closing line must be coordinated.
7 Sign the letter. If you are writing as an employee in your firm, you should include your job
title under your signature.
II Read the following letter and identify the 7 parts of a letter listed above.
Dear Ms Smith
Promotional material and price list
Thank you for your letter of the 14 April enquiring about promotional material and the price
list for our new line of vacuum cleaners.
I am happy to send you our promotional booklet and catalogue, which also contains our
pricelist.
Enclosed please find the above mentioned two documents. I hope that this information will
be helpful. If you need any further assistance, please do not hesitate to contact me.
Yours sincerely
Marianne Forbes
Public Relations officer
Hooverworld Inc.

69

III Use these words to make an outline of the structure of business letters.
The close, Greeting line, Subject, Body, Closing remarks, Say why you are writing,
Signature
Structure

Example

1
2
3
4
5
6
7
IV Put the following examples into the right place in the table.
1
2
3
4
5
6
7
8
9

Please contact us if you have any further questions.

I am writing in connection with
I am enclosing my CV.
Peter Samuelson/ Sales manager
Complaint about delivery of Lincoln cabinets.
We hope that the goods will be delivered shortly.
Dear Mr Jones
Thank you for your email of the 15 May, regarding
Yours sincerely

The greeting line and the closing

See how the greeting and the closing lines are connected to each other.
The recipient
Greeting
Closing
A company or an unknown
Dear Sir or Madam
Yours faithfully
person
A married woman
Dear Mrs Jones
An unmarried woman
Dear Miss Jones
A married or unmarried
Yours sincerely
Dear Ms Jones*
woman
A man
Dear Mr Jones
Someone with whom you are
Best wishes/ Regards/ Kind
Dear Peter
on a first name basis
regards
* This is the most politically correct form.

70

Being polite in English

1
2

Say please and thank you.

Avoid being direct and try to make bad news sound less dramatic

Impolite
Your report is very bad

Polite
I think you need to work on
your report.

We lost an important contract

and now the firm will go
bankrupt.

Due to the loss of an

important contract, the firm is
facing financial difficulties.

Ask, do not give orders.

Impolite
You must finish the report by
Friday

4
5
6

Polite
Could you please finish the
report by Friday?

Useful phrases
Could you please?
Would you be able to?
Would it be possible to?

Instead of I want, use I would like to

Use indirect questions instead of direct ones. Instead of: Can you give us a discount?
Say: I was wondering if you could give us a discount.
Avoid pointing out guilt.

Impolite
You forgot to send the
documents on time.

Useful phrases
I think/ It seems
not (so) good
could be improved
Rephrase the sentence

Polite
Unfortunately, the documents
were not sent on time.

Useful phrases
Unfortunately,
I am afraid,
Start with the object (passive
voice)

In formal letters you should replace abbreviations, such as dont, wont, Im, etc. with
the full form: do not, will not, I am, etc.

I Rewrite these sentences to make them more polite.

1

Change the contract.

I want to ask a question.

Will you finish the project on time?

You didnt finish the report on time.

The launch of the product was a complete failure.

71

Types of letters

1
2
3
4
5

Letter of enquiry
Reply to a letter of enquiry/ letter giving information
Letter of complaint
Letter of apology
Letter of application

72

Letter of enquiry
In letters of enquiry you ask for some kind of information. Since this is the purpose of the
letter, this will take up most of the body of the letter. Try to keep your letter or email short,
you do not go into the details of why exactly you need the information you are asking for.
I Read the letter and say what Beth Simmons wants to know.

1 Greeting line

Dear Sir or Madam

2 Subject line

Rafting on the Dobra

3 Say why you are

writing.*

I am writing to enquire about a rafting trip that was

advertised in Extreme Sports Magazine on 14 July
2012.

4 Body: Ask your

question.

Could you please tell me on what dates you offer the

trip and at what prices? I would also like to know if I
can book accommodation through your agency.

5 Closing remark

I would appreciate a reply at your earliest

convenience.

6 The close

7 Signature and
name

Yours faithfully
Beth Simmons
Beth Simmons

* If you mention a newspaper or a magazine, you should always include the date when you saw the
advertisement or other information.

In English asking direct questions is not considered to be very polite. Because of this, people
try to avoid using them. There are two ways to do this:
A) Using an indirect question.
B) Turning the question into a statement.
A) Asking indirect questions.
Indirect questions are a more polite way of requesting information than direct questions.
Look at the difference in the word order.
Questions with a question word:
Direct question: When will the conference take place?
Indirect question: Could you please tell me when the conference will take place?
Yes/No questions:

73

Direct question: Are you able to meet me on Friday?

Indirect question: I would like to know if you are able to meet me on Friday.

74

Here are some phrases that you can use to introduce an indirect question:
1. We/I would like to know (if)
2. I was wondering (if)
3. I am interested in finding out (if)
4. Could you please let me know (if)
5. Could you (possibly) tell us (if)
6. I would be grateful if you could tell me (if)
I Turn these direct questions into indirect ones.
1

When will you send us the payment?

Did you send the attachment?

How much is a room for two in your hotel?

Can you replace my faulty computer or give me a full refund?

B) Turning the question into a statement.

Alternatively, you can completely rephrase a sentence and use a noun phrase instead of an
indirect question:
Direct question: When will the conference take place?
Rephrased enquiry: I would like to know the date and time of the conference.
II Try to rephrase the following questions.
1

What is the name of the product you launched on the market?

I would like to know the _______________________________

2

Can you tell me something about the team building seminars you organize in Malaysia?

I am interested in _______________________________
3

How many subordinates did you have in your last job?

Could you tell us the _______________________________

4

What major challenges did you face in your previous job?

I am interested in the _______________________________

75

III Use the prompts below to write a letter of enquiry. Invent all necessary
details.
You are interested in a trip to the North of Italy. You want to ask the following questions: Are
there any trips in July? If yes, when? Can the organizers give a discount to your group of 10
people?

___________________ (date)
Dear _________________
_____________________ (subject)
I am writing to enquire about ____________________________________________.
I would also like to know _______________________________________________ and if
_______________________________________________.
Looking ____________________________________________________________.
Yours ______________________
________________________ (signature)
________________________ (name)
________________________ (title)

76

Reply to a letter of enquiry

I Read the letter and say if the shop has the type of guitar the recipient of the
letter is interested in.

1 Greeting line

Dear Ms Ryan

* If you are referring to a previous contact with the recipient of the letter always provide the date.

2 Subject line

Gibson guitar out of stock

Giving news
Look at the following examples
of how you
introduce
good or bad
news:
With reference
to can
our phone
conversation
yesterday
3 Say why
you
are
Good news
Bad news
(13 January 2013) concerning your interest
in ordering
writing.*
We
are pleased/glad/happy to announce
We regret/sorry to inform/tell you
a Gibson Les Paul 59.
that ...
that ...
I am delighted to inform you that ..
I'm afraid it would not be possible to ...
4 Body
We
regret
this type we
of guitar
You
will be pleased to learn
that
... to inform you
that
Unfortunately
cannotis/ we are
currently out of stock. However,
unable towe
... do have a Les
Paul 62 model or a Gibson
on stock,
which you
We are able to
AfterSG
careful
consideration
we have
might find equally suitable.
decided (not) to

1
2

II Useremark
the above prompts
give
good or our
badmost
newsrecent
in the catalogue
following situations.
You willtofind
enclosed
and
5 Closing
price list.
An increase in the interest rates on deposits.

6 The close

Yours sincerely
Peter Davids
Peter Davids

The recipient of the letter has been shortlisted to attend a job interview.

and job application was rejected.

3 7 Signature
The recipients
name

Your shop sells the type of tablet that the recipient enquired about.

The meeting is cancelled.

The meeting is postponed by a week.

III The sentences of the following letter are jumbled up. Put them into order.
a) Dear Mr Horvat
b) I am happy to tell you that we are able to offer a 10% discount for groups of 6 and up.
c) I am writing in response to your email of the 15 January enquiring about our trip to the
North of Italy.
d) I hope that this information will be helpful.
e) Looking forward to seeing you on one of our trips.
f) Petar Ivi
g) We organize trips both in July and August. Our July group leaves Zagreb on the 7 July
and returns on the 14 July.
h) Yours sincerely

77

i)

Trip to Italy
IV Write down the letter. Invent all necessary details.

78

Letter of complaint
I Read the letter and say what the letter writers complaint is.

1 Greeting line

Dear Sir or Madam

2 Subject line

HP Mini 1140 laptop

3 Say why you are

writing.

I am writing to complain about the new HP Mini 1140

laptop that I purchased in the HP Brand Store on Main
Street on 20 February 2013.

4 Say what is
wrong

5 Say how the

problem affects
you

6 Say what you

want them to do
5 Closing remark

On using the laptop for the first time, I noticed that the
screen flickers and turns off after about an hour use.
When I returned to the store to ask for a replacement
or a refund, I was told that they cannot offer me either,
but that the faulty machine can be sent away for repair.
They estimated that this would take about a week.
Since I travel extensively and use my laptop daily, this
option is not viable for me. I therefore would
appreciate it if you could arrange a quicker repair or a
full refund of the price.
Looking forward to hearing from you within the next
week.
Yours faithfully

6 The close

7 Signature and
name

Joe Comptor
Joe Comptor

79

II Rewrite this letter of complaint to make it sound more polite. Make sure that
only relevant information remains in your letter. Also provide the address of
the sender and of the recipient.
Mr Jones!
You didnt deliver my filing cabinets on time. I already paid for these goods 6 months ago. I
need these filing cabinets because I moved into a new office and I have nowhere to put my
important documents. Without these cabinets my room is really messy.
I want you to send the filing cabinets in 2 days. If you dont deliver them within a week, I will
file a formal complaint against your company at the consumer protection agency!!!
Good bye, Peter Allen

80

Letter of apology
I Read the letter and say why Anne Lambert is apologizing.

1 Greeting line

Dear Ms Holland

2 Subject line

Delay in delivery of order 786

3 Say why you are

writing.*
4 a) Body: explain
what happened
and what you are
doing to correct
the mistake.
4 b) Body: Offer
compensation.
(optional)

I am writing to apologize for the delay in sending your

order of 5 Meridian filing cabinets.
Unfortunately, we will be unable to deliver the cabinets
on time due to an upgrade in our computer database
which monitors stock levels in our warehouse. We are
going to resume with delivery on Tuesday (20 March).
You should receive your order with a three day delay.
To compensate you for this inconvenience, we would
like to offer you free delivery on your order.
Please accept our apologies once again.

5 Closing remarks
(2nd apology)

If you require more information, do not hesitate to

contact me.

6 The close
7 Signature and
name

Yours sincerely
Anne Lambert
Anne Lambert

* If this is a response to a letter of complaint, always provide the date when that letter was written.

Giving a reason
1
2
3
4
5

This is as a result of + Noun

This is owing to + Noun
This is owing to the fact that + Verb phrase
This is due to + Noun
This is due to the fact that + Verb phrase

II Finish the above prompts with the following phrases.

81

a delay in delivery

a strike by airline pilots

we lost your documentation

an accident happened at the plant

III Look at how you can introduce some news and give a reason for it. Check
back to replies to letters of enquiry for more details on how to give good or bad
news.

The news: the meeting is cancelled.

The reason: the weather makes it impossible to drive.
Unfortunately, I am forced to cancel the meeting. This is as a result of weather conditions
which make it impossible to drive.
1 Increase in the price of wool decrease in production
_________________________________________________________________________
_________________________________________________________________________
2 Additional documentation is required for registering a company the government changed
the related regulation
_________________________________________________________________________
_________________________________________________________________________
3 Increased number of TV channels available a customer reward for 5 years of loyalty to
provider
_________________________________________________________________________
_________________________________________________________________________
4 The company will not pay dividends this year the company made no profit
_________________________________________________________________________
________________________________________________________________________

82

V Fill in the blanks in this letter.

Kim Stevens
Midland Offices
Office Towers
13 York Street
Birmingham
B3 1EH

Music Box
Office Towers
13 York Street
Birmingham
B3 1EH
______________

Dear Mr Stevens
Complaint about loud music
I have _____________ your letter complaining _____________ the loud music coming from
our office on 14 November.
We are really _____________ for the _____________ we caused you by playing loud music
on the above mentioned _____________. This was due to _____________ our firm
celebrated the 10th anniversary of its existence. I _____________ like to assure you that we
will be more considerate in the future and will not play music during office hours.
Please accept our ________________.
Yours _____________
Joseph Holmes

83

Useful phrases
I Add these phrases in the correct place below.
1
2
3
4
5
6
7
8
9
10
11
12

We would be grateful if you could

We look forward to a successful working relationship in the future.
I hope this has not caused you any inconvenience.
I hope that this information will help you.
With reference to our telephone conversation yesterday...
I am writing to complain about ...
As compensation, I would like to offer
I am enclosing ...
This is as a result of
I am afraid it would not be possible to ...
You will be pleased to learn that ...
I am contacting you to

Say why you are writing:

We are writing to inform you that ...
in connection with.
to request...
to enquire about ...
I recently read/heard about ..... and would like to know ....
Having seen your advertisement in ..., I would like to ...
I received your address from ... and would like to ...
_______________________________________________________________
Referring to previous contact
Thank you for your letter of 15 March.
Thank you for your letter regarding ...
Further to our meeting/ your letter last week ...
________________________________________________________________
Making a request
We would appreciate it if you could/would...
I would be grateful if you could ...
Could you please/possibly ...
In addition, I would like to...
I am interested in (obtaining / receiving) ...
________________________________________________________________
Giving good news/ Saying what you can do
We are pleased/glad/happy to announce that ...
I am delighted to inform you that we are able to
________________________________________________________________

84

Giving bad news / Saying what you cannot do

We regret/sorry to inform/tell you that ...
Unfortunately we cannot / we are unable to ...
After careful consideration we have decided (not) to
________________________________________________________________
Complaining
I am writing to express my dissatisfaction with ...
_______________________________________________________________
We regret to inform you that
Unfortunately,
Please could you
Apologizing
We are sorry for the delay in replying to ...
I would like to apologize for the (delay, inconvenience)...
________________________________________________________________
To compensate you for the inconvenience we caused, we would like to
________________________________________________________________
Once again, please accept my apologies for ...
With apologies once again
Giving a reason
This is owing to (the fact that)
This is due to (the fact that)
_______________________________________________________________
Enclosing documents
Please find enclosed ...
You will find enclosed ...
_______________________________________________________________
Closing remarks
If we can be of any further assistance, please let us know.
If I can help in any way, please do not hesitate to contact me.
If you require more information ...
Thank you for your help.
We hope you are happy with this arrangement.
We would be (very) pleased to do business with your company.
________________________________________________________________
(I am) Looking forward to hearing from you, ...
I look forward to meeting you on the (date).
An early reply would be appreciated.
________________________________________________________________

85

Letter of application
I Which things do employers look for in letters of application?
The letter of application is sent along with a CV. It is the first contact between an applicant
and an employer and therefore it has to be written well. It usually consists of the following
parts:
1 Write that you would like to apply for the position (here name the position accurately) and
where you found the job ad.
2 Explain why you are interested in the job and how your interests relate to those of the
company.
3 Highlight your education, experience and skills that can contribute to the job.
4 Indicate that you are willing to attend an interview.
Remember: Do not repeat information from your CV in detail. The letter of application should
be no more than one page long.
II Read the letter of application and put its parts in the correct order.
Ivona Horvat
Ilica 356
10000 Zagreb
Phone: 099/2797828
E-mail: ivona.horvat@hotmail.com
15 April 2012
Ms Ana Petri
Raiffeisen bank
Petrinjska 59
10000 Zagreb
As you can see from the enclosed CV, I have worked for four years in finance. I am sure that
my experience along with my educational background would be extremely relevant to this
position. Moreover, as I lived in Germany for ten years I am fluent in German and I would
greatly enjoy working in a German-speaking environment.
Yours sincerely
Ivona Horvat
Ivona Horvat
I am writing to apply for the position of branch manager advertised on 3 April 2012 on your
web page.
I look forward to hearing from you.
I would be pleased to discuss my CV with you in more detail at an interview. In the
meantime, please do not hesitate to contact me if you need any further information.
Although I am presently employed by one of the leading companies in Croatia, it has always
been my intention to work in a bank. I am looking for a position of greater responsibility with
the opportunity for advancement.
Dear Ms Petri

86

III Fill in the gaps in the letter with the words from the boxes.
gaps 1-11
position candidate interest background advertised
current objectives responsibilities staff experience enclosed
gaps 12-22
sincerely

available reviewed hearing leading

working tasks finding skills meet

contact

Dear Mr. Burgin

I am writing to you to express my (1)_________________ in the Office Manager
(2)_________________ currently available at Torino Constructions, Inc, which I found
(3)_________________ in The Guardian on 25 January 2013.
I believe that I am an excellent (4) _________________ for this position, given my extensive
(5)_________________ in office management and my educational (6) _________________
in Business Administration.
As you will see from my (7)_________________ CV, I have spent the last five years working
as an office manager for a small, but vigorously growing company. In my
(8)_________________ position I support an office of 20 people, where my
(9)_________________ include managing (10)_________________, setting clear
(11)_________________ and making sure that our team completes (12)________________
by a deadline. I have a flair for (13)_________________ people, (14)_________________
quick solutions to problems and (15)_________________ with clients of various
backgrounds. At this point in my career I wish to find a more challenging position with a
much larger company and hope to transfer the communication, interpersonal, and
motivational (16)_________________ that I gained in my current management post to my
new position.
I feel that after you have (17)_________________ my CV you will see that my excellent skill
set and enthusiasm (18)_________________ your requirements perfectly.
I am (19)_________________ for an interview at a time convenient to you. In the meantime
please feel free to (20)_________________ me if you have any questions or require further
documentation.
Looking forward to (21)_________________ from you in the near future.
Yours (22)_________________
Harold Wagner
Harold Wagner
IV Answer the questions.

87

1
2
3
4
5

Where did Mr. Wagner find the job ad? When?

Why does Mr. Wagner believe Torino Constructions, Inc. can gain by hiring him?
What did his previous job entail?
Why does he want to change jobs?
When is he free to attend an interview?

V Underline phrases in the letter that you might find useful when writing a
letter of application.
VI Rewrite these sentences so their style fits a formal letter of application.
1 I want to apply for the job of a sales clerk.
________________________________________________________________________
2 I found the job ad in a newspaper yesterday.
________________________________________________________________________
3 I studied at the Faculty of Economics and Business so I have a good degree for this job.
________________________________________________________________________
4 I put my CV in the envelope too.
________________________________________________________________________
5 I have already done this type of work.
________________________________________________________________________
6 I am good at telling people what to do.
________________________________________________________________________
7 My job now is really boring and I want to find a more interesting one.
________________________________________________________________________
8 When you read my CV, youll see that you will want to hire me.
________________________________________________________________________
9 Call me if you need to know anything else.
________________________________________________________________________
10 Good bye.
________________________________________________________________________

88

REVISION
I How to begin and end a letter?
1

You are sending a letter of application to the HR department in a company, but you do
not know the name of the HR manager.

You need to contact your business partner, the R&D manager in Novartis company. You
have never met her in person, her name is Mrs Sarah Smith.

John Jones is your close business associate, you contact him at least once a week and
go for lunch regularly to discuss business but also talk about your families.
II How to start a letter? Choose the appropriate word.

inform

writing

know

thank

complain

enquire

apologise for

We a writing to _______________ about your latest product. We are interested in TZX

model that you advertised on your web-page.

We are writing to _______________ you about the prices of our TZX model, as you

requested.
We are writing to _______________ about not receiving your payment which was due by

4
5
6

7 April 2013.
We are writing to _______________ for sending you faulty product.
____________ you for your letter of 15 May asking if you can book your holidays...
We are _________________ in connection with your holiday brochure.
III How to request action or information? Put the words in the correct order.

the prices / Please could / trips to Italy / send me / you / for

the dates of the departure / We / grateful / if you could / would be / let us know

as soon as possible / please / your brochure / send me / Could you

in receiving / I am interested/ your brochure / on summer holidays.

IV How to give good (+) and bad (-) news? Fill in the missing words.

1 I am g__________ to announce that our new shopping center is opening on May 15,
2013. +
2 We r____________ to inform you that the hotel is fully booked by the end of August. 3 U______________, we are not able to book a double room for that period. 4 With r_____________ to our telephone conversation today, I am happy to inform you
that there is one room available at Astoria hotel. +

89

V How to complain? Replace the Croatian words with English ones.

1

I am writing to poaliti se ______________ about the problems we had in your hotel last

2
3

summer.
Naalost ______________ , we have not yet received your uplata ______________.
We would be zahvalni ______________ if you could transfer the money by the end of

4
5
6

next week.
We would cijenili ______________ it if you could refund the money.
We will be prisiljeni ______________ to cancel your contract with us.
Unless we hear from you in a week, we will be forced to take pravne korake
______________.

VI How to write a letter of application? Put the following phrases into the correct
order.
1

to be considered / of 10 February 2012 /I would like / which you advertised / for the
position of office manager / in Jutarnji list /

suits both my personal /you are offering / The job / and professional interests

I have had a year experience / As you can see/ working as an office manager / from the
enclosed CV

of office duties / With a BA in business,/ and responsibilities / I have a full understanding

I am ready to work / and am confident / in hectic atmosphere / in my ability to work

independently

will make me a very competitive candidate/ my experience and education / I believe that
/ for this position

an interview / at your convenience / I would appreciate

or my cell phone, 099/354817 / I can be reached any time / via email at

maja.bianco@email.com

to speaking with you / about this employment opportunity / I look forward

VII This letter is full of mistakes. Find them, then rewrite the letter correctly.

90

Mary Brown
Music Box
Office Towers
13 York Street
Birmingham
14BH MD

13 Willow Drive
Liverpool
L3 9LQ
England
UK

12. 5. 2013.
Dear Mr John Quentin
Im really sorry because I couldnt show up for the meeting with you last week. My
secretary didnt give me your message until the day after our meeting was supposed to take
place. I want to meet you next week, whenever it suits you.
Please tell me when we can meet.
Yours faithfully,
Mary Brown

91

VOCABULARY
UNIT 1: ECONOMIC SYSTEMS
allocate (v)
allocation (n)
businessperson (n)
demand (v, n)
economic (adj)
economic system (n)
economical (adj)
economics (n)
economist (n)
economize (v)
economy (n)
financial ability (n)
free market economy (n)
market forces (n)
means of production (n)
mixed economy (n)
planned economy (n)
resource (n)
scarce (adj)
standard of living (n)
supply (v, n)
welfare state (n)

- raspodjeliti, rasporediti
- raspodjela
- poslovni ovjek / poslovna ena
- zahtijevati ili potranja
- gospodarski
- gospodarski sustav
- tedljiv
- ekonomija
- ekonomist
- tedjeti
- gospodarstvo
- financijska sposobnost
- gospodarstvo slobodnog trita
- utjecaji na prodaju nekoga proizvoda
- sredstva za proizvodnju
- mjeovito gospodarstvo
- plansko gospodarstvo
- resurs
- rijedak
- ivotni standard
- nabaviti ili ponuda
- drava blagostanja

UNIT 2: THE DIFFERENT SECTORS OF THE ECONOMY

basic foods (n)
capital goods (n)
construction (n)
consumer goods (n)
delegate (v)
developed country (n)
developing country (n)
economic activity (n)
energy utilities (n)
extract (v)
fluctuate (v)
forestry (n)
harvest (n)
knowledgebased/information
services (n)
labour-intensive (adj)
manufacture(v)
outsourcing (n)
peak (v, n)
primary sector (n)
provide a service (v)
quaternary sector (n)

- osnovne namirnice
- kapitalna dobra
- graevinarstvo
- roba iroke potronje
- delegirati
- razvijena zemlja
- zemlja u razvoju
- ekonomski aktivnost
- energetske slube ili energetska poduzea
- izvui
- fluktuirati
- umarstvo
- ubirati plodove
- informacijske usluge
- radno intenzivna
- proizvodnja
- povjeravanje dijela proizvodnje ili obavljanja usluga vanjskim
izvriocima
- vrhunac ili biti na vrhuncu
- primarni sektor
- pruiti usluge
- kvartarni sektor

92

raw material (n)

secondary sector (n)
tertiary sector (n)

- sirovine
- sekundarni sektor
- tercijarni sektor

UNIT 3: THE PUBLIC AND THE PRIVATE SECTOR

benefit (n)
- korist
collect taxes (phr v)
- prikupljati poreze
free of charge (adj)
- besplatno
government departments (n)- vladini odjeli, ministarstva
local authorities (n)
- lokalne vlasti
merit goods (n)
- meritorna dobra, dobra posebne namjene
nationalized industry (n) - nacionalizirana industrija
non-excludable (adj)
- neiskljuivost (karakteristika javnih dobara: koritenje javnog
dobra odreenom trenutku od strane odreene osobe ne
iskljuuje mogunost koritenja tog dobra od drugih osoba
non-rival (adj)
- neiscrpnost (karakteristika javnih dobara: ako neko javno
dobro koristi vie osoba u isto vrijeme to ne znai da emo to
dobro iscrpiti
outsourcing (n)
- povjeravanje dijela proizvodnje ili obavljanja usluga vanjskim
izvriocima
private goods (n)
- privatna roba, dobra
private sector (n)
- privatni sektor
privatisation (n)
- privatizacija
public corporation (n)
- javno poduzee
public goods (n)
- javna dobra
public sector (n)
- javni sektor
subcontract (v)
- ugovoriti posao s kooperantima
surplus (n)
- viak
UNIT 4: TYPES OF BUSINESSES
assembly (n)
authorized capital (n)
board of directors (n)
capital company (n)
craft (n)
craftsman (n)
disclose accounts (v)
dividend (n)
Financial Agency (n)
flotation (n)
general assembly (n)
go public (v)
independent profession (n)
joint-stock company
(company limited by
shares) (n)
legal entity (n)
legal person (n)
limited liability (n)
limited liability company

- skuptina
- temeljni kapital
- upravni odbor
- drutvo kapitala
- obrt
- obrtnik
- javno objaviti financijska izvjea
- dividenda
- Financijska agencija, FINA
- osnivanje drutva kapitala
- glavna skuptina
- izai na burzu
- samostalne djelatnosti
- dioniko drutvo, d.d.
- pravna osobnost
- pravna osoba
- ograniena odgovornost
- drutvo s ogranienim jamstvom /odgovornou bez

93

(Ltd) (n)

kotacije, d.o.o.

management board (n)

natural person (n)
partnership (n)
shareholder (n)
stock exchange (n)
supervisory board (n)
unlimited liability(n)

- uprava
- fizika osoba
- partnerstvo
- udjeliari; dioniari
- burza
- nadzorni odbor
- neograniena odgovornost
UNIT 5: RECRUITMENT

advertisement (ad, advert)

(n)
advertise (v)
applicant (n)
application form (n)
attach (v)
benefit (n)
bonus (n)
child allowance (n)
Christmas bonus (n)
covering/cover letter (n)
CV (curriculum vitae) (n)
educational background (n)
employ (v)
employment agency (n)
enclose (v)
fill in (v)
fill in an application form
free meal (n)
fringe benefit (n)
headhunting agency (n)
highlight (v)
hire (v)
hunt (v)
hunt for a job
in house training (n)
invite (v)
job ad (n)
place a job ad (v)
job application (n)
job interview (n)
maternity leave (n)
notice period (n)
perks (n)
personal details (n)
professional background (n)
professional experience (n)
qualifications (n)
recruit (v)

- oglas;
- oglasiti slobodno radno mjesto
- kandidat koji se prijavio za slobodno radno mjesto
- prijava za posao
- priloiti (document i sl. mailu ili pismu)
- beneficija, povlastica
- bonus, dodatak na plau
- djeji doplatak
- boinica
- popratno pismo
- ivotopis
- kolska sprema
- zaposliti nekoga
- agencija za zapoljavanje
- priloiti (document i sl. mailu ili pismu)
- ispuniti
- ispuniti prijavu za posao
- besplatni obrok
- beneficije iz radnog odnosa; pogodnosti povrh
- agencija koja trai menadere i strunjake za potrebe
tvrtki
- istaknuti, naglasiti
- zaposliti nekoga
- loviti, traiti;
- traiti posao
- edukacija unutar tvrtke
- pozvati
- oglas za posao;
- objaviti (u tisku ili na Internetu) oglas za posao
- prijava za posao
- razgovor za posao
- porodiljni dopust
- otkazni rok
- beneficije iz radnog odnosa; pogodnosti povrh plae
- osobni podaci
- radno iskustvo
- radno iskustvo
- kvalifikacije
- zaposliti nekoga

94

recruiter (n)
recruitment (n)
references (n)
rsum (n)
select (v)
selection (n)
make a final selection
severance pay (n)
shortlist (v)
sick leave (n)
skill (n)
strength (n)
take on (v)
vacancy (n)
work experience (n)

osobe zaduene za zapoljavanje novih djelatnika

zapoljavanje
preporuke
ivotopis (AmE)
odabrati
odabir;
napraviti konaan odabir
otpremnina
napraviti ui odabir kandidata
bolovanje
vjetina
jaka strana, sposobnost
zaposliti nekoga
slobodno radno mjesto
radno iskustvo

UNIT 6: TELEPHONING SKILLS

agenda (n)
appointment (n)
make an appointment (v)
blunt (adj)
busy (adj)
the line is busy
catch (v)
not to catch some
information
cancel (v)
cancel a meeting
come up (v)
confirm (v)
consignment (n)
convenient (adj)
cut off (v)
the line is cut off
dash (n)
delivery (n)
dot (n)
engaged (n)
the line is engaged
enquire about (v)
extension number (n)
fix (v)
hold on (v)
hyphen (n)
inconvenient (adj)
invoice (n)
put sb through (v)
schedule (v)
schedule a meeting
small talk (n)
make small talk

dnevni red
dogovoreni sastanak;
dogovoriti sastanak
netaktian, grub, nepristojan
zauzet
linija je zauzeta
uhvatiti;
propustiti neku informaciju

otkazati;
otkazati sastanak
pojaviti se, iskrsnuti
potvrditi
poiljka
pogodan
prekinuti;
prekinuta je linija
crta
dostava
toka, tokica, u email adresi: (.)
zauzeto:
linija je zauzeta
raspitati se o neemu
kuni broj unutar firme
dogovoriti, odrediti
ostati na liniji
crtica; u email adresi (-)
nezgodan, nezgodno vrijeme
faktura
spojiti telefonski
planirati, odrediti;
odrediti vrijeme sastanka
askanje;
askati

95

speak up (v)
spell (v)
suit (v)
it suits me
suitable (adj)
sort out (v)
refund (v)
reschedule (v)
underscore (n)

govoriti glasnije
izgovarati slovo po slovo, sricati
da odgovara;
to mi odgovara
pogodan
razvrstati
refundirati, vratiti novac
promijeniti plan, raspored
podvlaka; u mail adresi: ( _ )

UNIT 7: WRITING BUSINESS EMAILS AND BUSINESS LETTERS

advancement (n)
announce (v)
apologize (v)
apology (n)
applicant (n)
apply (v)
apply for a job
appreciate (v)
attach (v)
attachment (n)
attend (v)
attend an interview
complain (v)
complaint (n)
contribute (v)
degree (n)

delay (n, v)
education (n)
enclose (v)
enquire (v)
enquiry (n)
envelope (n)
experience (n)
fluent (adj)
hesitate (v)
highlight (v)
hire (v)
inconvenience (n)
letter of application (n)
objective (n)
position (n)
recipient (n)
regarding (prep)
rephrase (v)
response (n)
responsibility (n)
skill (n)
staff (n)
subject (n)

napredovanje
najaviti
ispriati se
isprika
osoba koja se prijavljuje na natjeaj
prijaviti se;
prijaviti se za posao
biti zahvalan za
priloiti (mailu)
privitak
ii na;
ii na razgovor za posao
prigovarati, aliti se
prigovor, alba
pridonijeti
diploma; zavren stupanj u visokokolskom
obrazovanju
odgaanje ili odgaati
obrazovanje
priloiti (pismu)
raspitati se
raspitivanje
kuverta
iskustvo
fluentan; koji teno govori neki jezik
oklijevati
naglasiti
zaposliti
smetnja
molba, prijava za posao
cilj
radno mjesto; poloaj, pozicija
primalac
s obzirom na, to se tie
preformulirati, drukije izraziti
odgovor
odgovornost
vjetina
osoblje, zaposlenici
predmet

96

WORKS CONSULTED
UNIT 1: ECONOMIC SYSTEMS
Businessdictionary.com
Collins English Dictionary Complete and Unabridged, (2003) HarperCollins Publishers
elikovi, V. (ed) (2005). Englesko hrvatski poslovni rjenik. Zagreb: kolska knjiga.
MacKenzie, I. (2010). English for Business Studies. Cambridge: Cambridge University
Press.
Merriam-Webster Dictionary, www.merriam-webster.com
Samuelson, P., Nordhaus W. (2010). Economics. Boston: McGraw Hill International
Edition.

UNIT 2: THE DIFFERENT SECTORS OF THE ECONOMY

Merriam-Webster Dictionary, www.merriam-webster.com
Investopedia, www.investopedia.com
elikovi, V. (ed) (2005). Englesko hrvatski poslovni rjenik. Zagreb: kolska knjiga.

UNIT 3: THE PUBLIC AND PRIVATE SECTORS

CNN, http://articles.cnn.com/2009-02-23/justice/pennsylvania.corrupt.judges_1_detentionjudges-number-of-juvenile-offenders?_s=PM:CRIME
Hall, D., Jones, R., Raffo, C., Chambers, I., Gray, D. (2004). Business Studies. Causeway
Press Limited.
Juvenile Law Center, http://www.jlc.org/
piljak, V., Ivir, V. (2000). Englesko hrvatski poslovni rjenik. Zagreb: Masmedia.

UNIT 4: TYPES OF BUSINESSES

How to Start Up an Enterprise in Croatia, Croatian Chamber of Economy, February 2012.
Web. 15 June 2013. available at
http://www2.hgk.hr/en/depts/information/poduz_dj_2012_EN.pdf
Eisner, M. (2010). Working Together. New York: Harpers Collins Publisher.
Hall, D., Jones, R., Raffo, C., Chambers, I., Gray, D. (2004). Business Studies. Harlow:
Pearsons Education.
MacKenzie, I. (2012). Professional English in Use - Finance, Cambridge: Cambridge
University Press.
Mascull, B. (2003). Business Vocabulary in Use, Cambridge: Cambridge University Press

97

Ministry of Foreign Affairs and European Integration (1993), Companies Act

Ormskirk, Lancashire: Causeway Press Limited.
Pecoti Kaufman, J., Topi, D. Croatia. Maitland-Walker, J., ed. (2007). Guide to European
Company Laws, London: Sweet & Maxwell, p. 131-174.
piljak, V., Ivir, V. (2000). Englesko hrvatski poslovni rjenik. Zagreb: Masmedia.
Zipursky, Michael. 5 Steps to Make Business Partnership Work. Business.com. 24
February 2012. Web. 10 September 2013. Available at
http://www.business.com/blog/5-steps-to-make-business-partnerships-work/
BusinessDictionary.com. Web.14 May 2013. Available at
http://www.businessdictionary.com/definition/share.html
UNIT 5: RECRUITMENT
Grant, D., McLarty, R. (2003). Business Basics. Oxford: OUP.
45% Employers use Facebook-Twitter to screen job candidates.
OregonBusinessReport.com. n.p. 24 August 2009. Web. 17 March 2013. Available at
http://oregonbusinessreport.com/2009/08/45-employers-use-facebook-twitter-to-screen-jobcandidates/
MacKenzie, I.(2010). English for Business Studies. Cambridge: Cambridge University Press.
Mascull, B. (2003). Business Vocabulary in Use. Cambridge: Cambridge University Press.
piljak, V., Ivir, V. (2000). Englesko hrvatski poslovni rjenik. Zagreb: Masmedia.
piljak, V., Liszt, N., Krnajski Hrak, V., Gjuki, N. (2000). English for Business 1, Zagreb:
Mikrorad.

UNIT 6: TELEPHONING SKILLS

BusinessDictionary.com. Web.4 June 2013. Available at
http://www.businessdictionary.com/definition/share.html
elikovi, V. (ed) (2005). Englesko hrvatski poslovni rjenik. Zagreb: kolska knjiga.
Smith, D. G. (2007). English for Telephoning, Oxford: Oxford University Press.

UNIT 7: WRITING BUSINESS EMAILS AND BUSINESS LETTERS

http://www.learn-english-today.com/business-english/business-letters.html
Littlejohn, A. (2005). Company to Company. Cambridge: Cambridge University Press.
Writing job applications. Oxford Dictionaries. Web.
http://oxforddictionaries.com/words/writing-job-applications

98