Dina Buffone

Antonella Linsalata

L’argomento.
 Marketplace è un testo rivolto in particolare agli studenti dei corsi con indirizzo Economico e Commerciale, e, più in generale, a coloro che hanno l’esigenza di utilizzare la lingua inglese come strumento di studio e/o di lavoro.
 
 La struttura.
 Marketplace è diviso in quattro Sezioni, ognuna delle quali è ripartita in un numero variabile di unità.
 Ogni Unità è suddivisa in brevi Capitoli su due pagine – teoria ed esercizi – per favorire non solo uno studio più parcellizzato, ma anche la scelta antologica da parte dell’insegnante.
 
 I contenuti dei capitoli sono divisi in paragrafi titolati per rendere la comprensione più agevole. Brevi link (ampliamenti, rimandi, attività o mini-approfondimenti) arricchiscono i brani per consentire una maggiore interattività. Alcune rubriche di approfondimento o curiosità, inoltre, corredano la pagina degli esercizi.
 
 Un ricco apparato iconografico correda i brani di lettura, per ognuno dei quali è previsto un esauriente glossario. Al termine di ogni Unità si possono trovare le seguenti sezioni:
 
 – Vocabulary: Esercizi di revisione e consolidamento del lessico introdotto nell’unità;
 
 – Grammar: Revisione delle strutture grammaticali più comuni con esercizi di rinforzo calati in contesto;
 
 – Case study: Argomento di attualità corredato di esercizi mirati all’approfondimento e alla discussione;
 
 – Mapping your mind: Mappa concettuale per rappresentare la rete di relazioni tra i vari argomenti dell’Unità.
 
 Al termine di ogni Sezione, il testo propone ulteriori attività:
 
 – Real life skills: Compiti di realtà e collaborativi, lavori di gruppo con un taglio di tipo pratico calato nella realtà;
 
 – Exams: Esercizi in contesto nelle tipologie previste dagli esami PET, FCE, IELTS e dalla prova INVALSI.
 
 – Clip: Breve clip tratta da film con tematiche attinenti ai contenuti presentati.

Section 1 - The basics

Unit 1.1 Trade and Commerce

Unit 1.2 Businesses

Unit 1.3 Marketing & Advertising

Unit 1.4 Trading

Unit 1.5 Logistics and Finance

REAL-LIFE SKILLS Your turn!

EXAMS

CLIP The Founder

Section 2 - Getting to work

Unit 2.1 Communicating

Unit 2.2 Up to the order

Unit 2.3 After the order

Unit 2.4 Business literature

CLIP Jobs

Section 3 - The real world

Unit 3.1 Getting a job

Unit 3.2 Customers

Unit 3.3 Green & Glob

REAL-LIFE SKILLS You try!

CLIP Snowden

Section 4 - Extra

Unit 4.1 Glimpses of Civilisation

Unit 4.2 Working in an office

Unit 4.3 Handy manual of business correspondence

Glossary

2.1 COMMUNICATING PHONE CALLS It is essential to communicate professionally in the business world, whether it is by phone or in writing. Making telephone calls in English may be an important part of a job. Nowadays, video calling takes place daily and requires the same skills as traditional phoning such as patience, professionalism, and good knowledge of a foreign language, but also a set of common phrases for business phone calls and self-confidence are great assets.   Making a call Introducing yourself   Hello/Good morning. Company name. This is Name / Name speaking. (How) Can I help you? (Recipient)   Hello/Good morning. This is Name / Name speaking from Company name. (Caller). How may I be of help? asset: risorsa, patrimonio to put through: passare la linea whether: se 96 GettinG to work Asking to speak to someone/to be connected         Asking for more information   Can I have the Department name extension number, please?   Who s calling, please? Asking the speaker to wait   Wait/Just one moment, please.   Can you hold on/hold the line, please?   Name ll be with you in a moment. Stating the reason for the call   I m calling to...   I m ringing about...   I m phoning because... Connecting someone   Thank you for holding. I ll put you through to    I m connecting you now. Problems / Mistakes           Sorry, the line is busy  / there s a bad connection  / I didn t catch that. Sorry, she s/he s not here / in / in the office at the moment/yet. The line is very bad. Can you speak up, please? I m sorry. There is nobody by that name. / You dialled the wrong number. Can you repeat that, please? I m afraid I can t hear you  Taking / Leaving a message         Can I take a message, please? Would you like to leave a message? Could you tell him/her that I called? Could you tell him/her to call me back on Phone number? Ending a call         Thank you very much for your help/call. I think that s everything/all. It was very nice to receive your call. Thank you for calling. Other expressions   Please give us a call if    Name will call back as soon as possible. I d like to speak to..., please. / Could I speak to...? Is... there? Could you put me through to...? Could I speak to his/her assistant, please? 

1 Pair work watch the video. make a list of all the tips on how to make and receive calls and a list of what Lindsey is doing wrong. When the Phone Rings: Telephone Skills for Better Service posted by Kantola Training solutions O 2 R D W S read the article and fill in the blanks with the given words. end   greeting   allowed   placing   tone   put   affects   interruptions   available   return Phone Etiquette in Business Calls   When answering a business phone call, it is important that it is not 1. ..................................... to ring more than three times.   The phone should be answered with a positive 2. ..................................... such as  Hello,   Good Morning,  etc. Following the greeting, the person who answers the phone should give their name and the name of the business that is being contacted.   Put on a smile before placing or answering a phone call. When a person smiles, it 3. ..................................... the sound of their voice, giving it a more pleasant and friendly tone.   Speak in a clear 4. ..................................... using a voice that is neither too loud nor too low. Words should be said slowly enough that people are able to understand what is being said to them. 3 2.1   If someone must be 5. ..................................... on hold, ask for permission first. When taking them off of hold, thank the caller to show that their time is respected.   When a caller is speaking, listen to what they have to say without 6. ......................................   When 7. ..................................... a call, a person should always state their name before asking for the person that the call is for.   Always 8. ..................................... a phone call if it has been promised, and make every attempt to return it as quickly as possible.   If it is necessary to transfer a call, inform the person on the other 9. ..................................... before doing so and explain the need for the transfer.   Before transferring a call, confirm that the person to whom the call is being transferred is 10. ................................... Adapted from: https://www.mitel.com/articles/phone-etiquettebusiness-calls Listen to three messages on voice mail and complete the table. 1st caller 2nd caller 3rd caller Name and position Company Message Contact number Availability 4 Pair work read the role cards and practise the dialogues. Caller Recipient 1. You want to speak to John Cummings of Keats Ltd, but he is not in the office. Ask when you can call back. You work for Keats Ltd. John Cummings will be back the following morning. 2. You want to speak to Michael Jefferson because you need to postpone a meeting. You are Mr Jefferson s personal assistant. The line is engaged. Ask for the number and tell the caller that you will ask Mr Jefferson to call back as soon as possible. 3. You want to speak to Ms Smith urgently. You are the receptionist of Smith and Co. Tell the caller to hold on and you will put him/her through. 2.1   CommuniCatinG 97 

Manuale di inglese per studenti di Economia e Commercio, con teoria, esercizi, glossario e attività interattive.

Marketplace

English for the World of Business and Commerce

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