Tài liệu bổ trợ môn Tiếng Anh chuyên ngành 1 / Đinh Thị Thùy Trang

TRƯỜNG ĐẠI HỌC NGÂN HÀNG TP.HCM

KHOA NGOẠI NGỮ

Tài liệu bổ trợ môn

Tiếng Anh chuyên ngành 1

Đinh Thị Thùy Trang

TP. HỒ CHÍ MINH, 11/ 2020

This book is aimed at providing non-English major students opportunities to

build their range of Business English vocabulary and to be able to apply their

knowledge to a variety of in-class topic-related exercises. The book is divided

into two main sections: in-class practice and supplementary exercises. The in￾class practice consists of various activities which were compiled based on each

unit that students learn in class. The supplementary exercises help learners

familiarize themselves with the final exam format. Hopefully, upon course

completion, students will gain sufficient knowledge of Business English and

improve their reading and writing skills. More importantly, they will be able to

use Business English in different contexts more accurately and confidently.

Preface

Table of Contents

CHAPTER 1 – IN-CLASS PRACTICE .......................................................................... 1

UNIT 1 – Gaining experience ..............................................................................................................1

UNIT 2 – Customer satisfaction .........................................................................................................8

UNIT 3 – Product and process .........................................................................................................15

UNIT 4 – Job interviews and career ..............................................................................................22

UNIT 5 – Marketing and selling ......................................................................................................30

UNIT 6 – Entrepreneurship ..............................................................................................................38

UNIT 7– Business costs ....................................................................................................................................45

CHAPTER 2 - SUPPLEMENTARY EXERCISES.................................................................52

I. TEXT COMPLETION...........................................................................................................................52

II. READING COMPREHENSION .....................................................................................................70

III. SENTENCE TRANSLATION ........................................................................................................94

IV. SENTENCE BUILDING ............................................................................................................................101

ANSWER KEYS .................................................................................................................................111

A – IN-CLASS PRACTICE .......................................................................................................................111

B – SUPPLEMENTARY EXERCISES..................................................................................................132

REFERENCES ......................................................................................................................................150

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CHAPTER 1 – IN-CLASS PRACTICE

UNIT 1 - GAINING EXPERIENCE

I. VOCABULARY

1.1. Read the definitions and choose the most suitable words [Note: This task should be

done before students do the activity 1 on page 10.]

1. a period of time that a student spends inside a company in order to get on-the-job

work experience

A. training B. internship C. job placement

2. a student or trainee who works, sometimes without pay, in order to gain work

experience or satisfy requirements for a qualification

A. a manager B. instructor C. intern

3. to have something happen to you, or to do or feel something

A. gain B. experience C. affect

4. to become familiar with a new situation

A. adapt B. adjust C. change

5. related to work that needs a high level of education or special training

A. fist-hand B. significant C. professional

1.2. Match the words/phrases in the box with their definitions [Note: This task should

be done before students do the activity 3 on page 10.] There are THREE extra words.

cross-cultural a reference internship diplomatic

demonstrate competition apprentice intern

1. a thing you say or write that mentions somebody/something else

____________________

2. to show something, or show someone how to do something, or how a system or

product works

____________________

3. having or showing skill in dealing with people in difficult situations

____________________

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4. involving two or more different countries or cultures

____________________

5. the situation in which people or businesses are trying to be more successful than

each other, for example by making more sales in a market

____________________

1.3. Find the words in paragraphs 4, 5 and 6 of the article on page 11 with the following

meanings [Note: This task should be done before students do the activity 3 on page 10).

1. the feeling of not being sure what will happen in the future

____________________

2. an ability to understand what other people need, and be helpful to them

____________________

3. a feeling or opinion about something, especially when this shows in your behavior

____________________

4. arranged in an order from the most to the least important

____________________

5. achieving good results

____________________

1.4. Use words from exercise 1.3. to complete these sentences.

1. What is your employer's ____________________ to equal opportunities?

2. Seven ____________________ layers is more than enough for all but the largest

corporations.

3. You can't have a ____________________ discussion if people aren't listening to each

other.

4. As a manager, she handles inter-personal issues with great _________________.

5. At a time of economic ____________________, risk taking can seem particularly difficult.

II. TEXT COMPLETION

2.1. Choose the best word to fill each gap.

‘When you graduate from university, many of you may feel that your degree

(1) ______________ hasn’t really prepared you to make the first step onto the career

(2) _______________ . A work (3) _______________ abroad can be a great solution, offering

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you the chance to combine hands-on work experience with the adventure of

(4) _______________ travel. A word of advice: once you’ve chosen where you want to look

for work, it’s a good idea to find out about the application (5) ______________. For

example, you need to know whether to send a (6) _______________ letter with your CV.

It’s also good to know how many interviews you will be invited to (7) _______________, if

you are fortunate enough to be one of the candidates to be (8) _______________.

Alternatively, you could use an international recruitment agency, who will help you

with all these things as well as informing you what jobs are available internationally.’

1. A. subject B. level C. quality D. certificate

2. A. path B. ladder C. development D. objective

3. A. environment B. place C. placement D. force

4. A. internal B. nationwide C. business D. foreign

5. A. progress B. form C. letter D. form

6. A. business B. cover C. formal D. informal

7. A. express B. interview C. attend D. discuss

8. A. invited B. attended C. confirmed D. shortlisted

2.2. Fill in the numbered blanks with the correct words/ phrases given in the box. There

are FOUR extra words.

number control balance responsibilities

available choice where spend

improve work fun flexible

For many of us, work is still a place (1) ______________ we go each day. However, the

whole concept of work and leisure is changing, and for an increasing

(2) ______________ of people around the world, work is no longer a place to go but

something they do. A substantial number of companies have already introduced a

(3) ______________ working policy. This gives their staff a much greater degree of

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(4) _____________ about when and where they work. It also enables them to achieve a

(5) ______________ between their personal and business lives. People with parental

(6) ______________, for example, value flexibility enormously. Many companies now offer

parents the option to become “homeworkers” who finish work early afternoon to (7)

______________ the rest of the day with their children, and do the rest of their

(8) ______________ when the children are asleep.

III. READING COMPREHENSION

3.1. Read the passage and decide whether the statements are True or False.

Donald Eisner is the CEO of the Absalon chain of hotels in Australia. In the

programme, we see Donald Eisner working as a bellboy, cook and cleaner while

supervisors monitor his performance, noting any mistakes. He has some triumphs, it

is true. In the kitchen, he successfully cooks several pancakes, for example, and, as a

housekeeper; he makes the beds correctly. The rest of his housekeeping, however, is

not a success, as he fails to clean any rooms to the company's required standards. At

the end of the programme, we see his supervisor taking him from room to room,

pointing out his mistakes.

Alex Jennings runs a successful chain of steak bars called Wayside Inn. He has a

reputation for demanding quality from his staff both in terms of food and service.

When he changes places with some of his staff, we see him fail a number of tasks in

the restaurant. As a waiter, he continually forgets to ask customers how they want

their steaks to be done and mixes up the orders completely when he has to serve five

tables at the same time. A few minutes later; disaster strikes when his lie becomes

caught under the drinks on a troy!

 True/False statements

True False

1 In the program, Donald Eisner works as a CEO. _______ _______

2. He makes some pancakes successfully. _______ _______

3. At the end of the program, Donald Eisner can meet all the

company’s required standards.

_______ _______

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4 Alex Jennings is demanding. _______ _______

5. Alex Jennings can serve five tables at the same time

successfully.

_______ _______

3.2. Read the text and answer the questions below.

COMMUNICATION SKILLS

People are often offered a job because of their technical skills. However, as they

progress in a company they find that the ability to communicate with others becomes

more and more significant. Nevertheless, experts with good technical knowledge

rarely succeed in explaining details of their wok to non-specialists.

Immediately after leaving college, Jane Burton became a food technician at Roston

International. Ten years later, after joining a competitor to take up the position of

training manager, she found that her communication skills were limited.

‘In my first week I had to make a presentation about food testing in front of 300 staff,”

she recalls. “They were bored for the whole time, mainly because I had no idea how

to do it. This experience made me realize that I needed to enroll on a course in

communication skills, and now I can happily speak to any group, on any subject,

prepared or even unprepared. The more speaking you do, the easier it gets.”

In today’s fast-moving world of electronic communication, people also need to be able

to express their thoughts clearly in writing. In all companies, though, the importance

of the spoken word remains unequalled for ensuring that things get done.

 Questions

1. What skills often help people get a job?

_______________________________________________________________________________________________

2. What skills are essential in working with others?

_______________________________________________________________________________________________

3. What are experts with good technical knowledge not good at?

_______________________________________________________________________________________________

4. Why did Jane Burton enroll on a course in communication skills?

_______________________________________________________________________________________________

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5. In today’s fast-moving world of electronic communication, what other abilities do

people also need to have?

_______________________________________________________________________________________________

IV. TRANSLATION

Translate the following sentences into Vietnamese.

1.The fourth skill that impresses employers is the ability to build relationships

between people from different cultures.

_______________________________________________________________________________________________

_______________________________________________________________________________________________

2. According to Confederation of British Industry, 80% of employers first look at the

experience and skills you acquire on an internship.

_______________________________________________________________________________________________

_______________________________________________________________________________________________

3. Today's employers want graduates with work experience and intercultural skills,

but most of them can’t meet these requirements.

_________________________________________________________________________________________________

_________________________________________________________________________________________________

4. Multicultural teams may take more time to make decisions, so you need to be

patient and live with uncertainty for a while.

_________________________________________________________________________________________________

_________________________________________________________________________________________________

5. In China, team spirit is very important and people often go out together after work

to get to know each other.

_________________________________________________________________________________________________

_________________________________________________________________________________________________

V. SENTENCE COMPLETION

Complete the following incomplete sentences between 6 and 12 words USING YOUR

OWN WORDS.

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1. Working abroad can ____________________________________________________________________

_______________________________________________________________________________________________

2. Working relationships can help workers _____________________________________________

_______________________________________________________________________________________________

3. It is common for interns to __________________________________________________________

_____________________________________________________________________________________________

4. Some students prefer to have an internship abroad because _______________________

______________________________________________________________________________________________

5. If you have a good degree, you _______________________________________________________

_____________________________________________________________________________________________

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UNIT 2 - CUSTOMER SATISFACTION

I. VOCABULARY

1.1. Read the definitions and choose the most suitable words [Note: This task should be

done before students do the activity 1 on page 22.]

1. the way that an organization deals with customers before, during, and after a sale,

and the activities involved in dealing with customers

A. customer service B. customer management C. responsibilities

2. the fact that a customer returns to buy more products or services from the same

company

A. business plan B. loyalty C. repeat business

3. to tell someone that something is wrong or not satisfactory, and that you are

annoyed about it

A. complain B. accomplish C. gain

4. a written promise from a company or a person to repair or replace a product that

you buy from them if it develops a fault within a fixed period of time

A. refund B. warranty C. return

5. to behave in a particular way as a direct result of something else

A. response B. react C. recall

1.2. Match the words/phrases in the box with their definitions [Note: This task should

be done before students do the activity 4 on page 22.] There are THREE extra words.

consumer lead satisfaction prospect

referral customer recommendation referral

1. This person is a possible future customer. The chances of this are low, but the

company still contacts them.

____________________

2. This person is a possible future customer. The chances of this are high, and the

company may already be in contact with them.

____________________

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3. This person goes into a store and buys something. They are the end user.

____________________

4. This person buys something at any point in the chain. They may be a manufacturer

buying from a supplier, a distributor buying from a manufacturer or the end user

buying from a store.

____________________

5. This person becomes a new customer because an existing customer recommends

them.

____________________

1.3. Find the words in paragraphs 4 and 5 of the article on page 23 with the following

meanings [Note: This task should be done before students do the activity 4 on page

22).]

1. help and advice that a company makes available to customers when they have

bought something

____________________

2. something that you do or deal with first because it is more important or urgent than

other things

____________________

3. the feelings that someone has about a product or service that can influence their

decision whether to buy it or not

____________________

4. the ability to continue trying to do something, although it is very difficult

____________________

5. serious and careful thought

____________________

1.4. Use words from exercise 1.3. to complete these sentences.

1. On ____________________ (= after considering it), I decided I had been wrong.

2. She had great ____________________ to succeed.

3. Advertising traditionally relies on the persuasive power of positive_____________.

4. If you have a question, contact our _________________________ line.

5. The president vowed to make education one of his top __________________.

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II. TEXT COMPLETION

2.1. Fill in the numbered blanks with the correct words/ phrases given in the box. There

are FOUR extra words.

refund solution sympathetic communicate

dissatisfied temper control apologize

deal agree delivery make

MAKING A COMPLAINT

Before you (1) _______________ a complaint it’s important that you are absolutely clear

about why you are unhappy. Perhaps you are (2) _______________ with the way you

were treated, you’ve bought a product which was faulty, or a (3) _______________ was

late. You also need to be clear in your mind about what you want to achieve by

complaining. Is it enough for someone to (4) _______________ for the problem, or are

you expecting a full (5) _______________ of the money you spent? When you do

complain, make sure you are speaking to the right person in the organization to deal

with the problem. Make an effort to communicate clearly and calmly. Try not to lose

your (6) _______________, as this may result in the other person being unhelpful. If you

are not successful the first time, keep trying. You may need to speak to several

different people before you can agree on a (7) _______________. Finally, if the listener

has been (8) _____________ and you feel that they have resolved the complaint in a way

that is acceptable to you, remember to thank them for their help.

2.2. Choose the best word to fill in each gap.

FROM SATISFACTION TO LOYALTY

Simco identified two factors that decide whether (1) _______________ customers will

become loyal ones: the outcome that customers experience and the process by

which they receive it. “We’ve all bought cars, and the car might be the most

wonderful car, so the outcome was (2) _______________,” Simco said. “But we might

decide not to go back to the car dealership because they were (3) _______________to

work with. In this case, the process was negative.”

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People, in the form of employees, are part of that process, she explained, and people

are your key (4) _______________ advantage. It’s your people who developed those

relationships with your customers, and you really need to (5) _______________ on

them.”

Furthermonre, when it comes to convincing people in your organisation of the

impact that customer loyalty can have on your bottom line, the business case for

building loyalty is quite simple. “ None of us is surpirsed that loyal customers are

going to (6) _______________ at two to four times the rate of just purely satisfied

customers,” she said. “And they’re going to enthusisatically (7) ______________ your

company to others. So they can serve as your best marketer. (8) ________________

customers are also willing to pay more for your services.”

1. A. dissatisfied B. annoying C. negative D. satisfied

2. A. negative B. happy C. positive D. dissatisfying

3. A. glad B. annoying C. interested D. fun

4. A. competitive B. advantage C. beneficial D. enjoyable

5. A. depend B. work C. focus D. rely

6. A. sell B. acquire C. regain D. repurchase

7. A. retain B. reuse C. recommend D. improve

8. A. Potential B. Loyal C. Satisfying D. Annoying

III. READING COMPREHENSION

3.1. Read the passage and decide whether the statements are True or False.

HOW TO DEAL WITH DIFFICULT PEOPLE ON THE PHONE

One if the skills required of today’s successful business people is the ability to deal

with difficult people on the phone. The Reed Employment agency has come up with

some advice to help business people get the best from the caller.

First of all, accept that people can be rude when they are under pressure. Try to find

out why they are angry –even if you have to guess. And, importantly never get angry

back. Many problems are caused by a smile misunderstanding. Therefore, it is

essential to remain calm so that you can get to the root of the problem and thus have

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a better chance of resolving it. Understand that maintaining your calm is much

easier than it sounds – but you can prepare by designing a strategy. Most call

centers train staff in these techniques; other office workers need to train

themselves. The trick is to be really nice back so that they end up thanking you for

your help, understanding and assistance.

Secondly, listen carefully and empathize with the person making the complaint. You

don’t need to compromise your company or your colleagues just because you show

understanding. Agree to a course of action and stick to it and finally, always try to be

courteous. Sometimes you are the one who will have to apologize and you just have

to accept that.

 True/False statements

True False

1 Successful business people are able to handle difficult people

on the phone.

_______ _______

2. Business people can sometimes get angry with customers

making complaints on the phone.

_______ _______

3. Maintaining calm helps business people get to the root of the

problem.

_______ _______

4 Business people don’t have to show empathy with people

making complaints. _______ _______

5. Business people never have to apologize customers.

_______ _______

3.2. Read the text and answer the questions below.

Whenever a customer hands you a complaint, he’s also offering you an opportunity to

create a stronger and more profitable relationship with him. That’s because

complaints that are handled properly can be converted into increased loyalty, extra

business and recommendations. Although several of my customers have had

complaints, initially my organization wasn’t ready to hear the feedback. But over the

years, listening to customers has helped me to shape our services so they’re easier,

better and faster. Here’s how to encourage them to communicate their comments,

feedback and complaints directly to you: firstly, at the point of purchase, provide