Brigita Bosnar-Valkovi

BUSINESS COMMUNICATION IN TOURISM

CONTENTS UNIT 1 Establishing business contact SPEECH INTENTIONS

2 First personal contact 3 Business meeting 4 Busines dining 5 Inquiry 6 Offer to inquiry 7 Contract 8 Booking 9 Settlement of accounts

10 Complaint 11 Job application 12 Letters on private and social situations Word list

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1. Establishing phone contact

Program of Partnership for Overseas and Domestic Travel Agents and Tour Operators Yunnan Adventure Travel (YAT) is a professional and reliable China tour operator focused on working with overseas travel agents and agencies. Yunnan's goal is to provide excellent service to your clients who will have the experience of a lifetime. Save your time, money as well as your staff. Under this program we invite all the travel agents or tour operators abroad to work with us sharing our experience and professional knowledge of China inbound travel sector over the past 24 years. We will be your travel service provider in China to back up your marketing and sales effort in your country. We believe that our close cooperation will surely enhance your branding and strengthen your marketing power. You do the sales and leave other things to us to handle. E-mail: cooperation@yunnanadventure.com MSN: agent@impressivechina.com Skype:impressivechina Phone:86-888-8880200 Fax: 86-888-8886376
A renowned Scottish tour operator is looking for business cooperation in the region of Croatia and Slovenia. 1st Events Ltd. 30 Canmore Street Dunfermline KY12 7NT
t: 01383 727999 f: 01383 727927 w: www.1st-events.co.uk enquiries@1st-events.co.uk Contact: Ronnie Pook

1.1. What information is provided in the above advertisements (ads)? Complete the following sentences in order to give the answers. In the first advertisement _______________________________________________ for ___________ is offered. Under this program ______________________________________________ are invited to share ____________________________________________ . Mutual cooperation will surely ________________________________________________ _____________________________________________ .
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The second advertisement is looking for _________________________________________ in the region of ____________________________________________________________ . 1.2. How could you establish contact with the 1st Events Ltd. and Yunnan Adventure Travel tour operators? Problems understanding native English speakers on the telephone. All English learners have difficulties understanding people on the telephone. This is for a number of reasons: people speak too quickly, people don't pronounce the words well, there may be technical problems with the telephones, you can't see the person you are speaking with, it's difficult to repeat information. Here follow the tips to help you get native speakers of English to slow down: immediately ask the person to speak slowly; when taking note of a name or important information, repeat each piece of information as the person speaks which is an especially effective tool. By repeating each important piece of information or each number or letter you automatically slow the speaker down. Do not say you have understood if you have not. Ask the person to repeat until you have understood. Remember that the other person needs to make himself/herself understood and it is in his/her interest to make sure that you have understood. If you ask a person to explain more than twice they will usually slow down. If the person does not slow down begin speaking your own language! A sentence or two of another language spoken quickly will remind the person that they are fortunate because they do not need to speak a different language to communicate. Just be sure to use it with colleagues and not with a boss ! 2. Read the following conversation. Atlas,good morning. Thomas Smith, 1st Events Ltd. May I speak to your sales manager? Just a moment. Ill put you through. Thank you. Hello, this is Petar Pavi speaking. How may I help you? This is Mr Thomas Smith calling. May I speak to the sales manager, please? I'm afraid the sales manager Mr. Juri is out of the office at the moment. Would you like me to take a message? Uhm... actually, this call is rather important. We spoke yesterday about our business cooperation. Did he leave any information with you? As a matter of fact, he did. He said that someone from your company might be calling. He also asked me to ask you about your offer. Great, I'd love to start the business as quickly as possible. Well, we still haven't received your offer in the written form. I'm sorry about that. I spoke with my secretary ten minutes ago and she assured me that the message with the attached offer was sent earlier this morning. Excellent, I'm sure Mr. Juri will be pleased to hear that.

I see. Id also like to schedule a meeting with Mr. Juri later this week, perhaps on Thursday afternoon. I'm afraid he's meeting with some clients out of town. How about Thursday morning? Unfortunately, I'm seeing someone else on Thursday morning. Is he doing anything on Friday morning? No, it looks like he's free then. Great, should I come by at 9? Well, he usually holds a staff meeting at nine. It only lasts a half an hour or so. How about 10? Yes, 10 would be great. OK, I'll schedule that. Mr Smith at 10, Friday Morning... Is there anything else I can help you with? No, I think that's everything. Thank you for your help... Goodbye. Goodbye. 2.1. Give Croatian translation of the highlighted expressions in the above conversation. 2.2. Find in the above conversation the expressions with the following meaning: _______________________________________ - telephoning ______________________________________ - not in the office _____________________________________ - to write down a message from the caller _____________________________________ - in the fastest manner, ASAP ____________________________________ - certainty that something is true or will happen ____________________________________ - happy _____________________________________- a meeting of employees _____________________________________ - future appointments

2.3. Insert the following missing expressions in the short summary of the above telephone conversation: meeting, telephones, assistant, on, because, next, able, between, arrived, yet, with. Mr Smith __________Atlas to speak _______ Mr Juri. Mr. Juri is not in the office, but Petar Pavi, the __________, speaks to Mr Smith about the business offer made by 1st Events Ltd. The offer has not _______ arrived at Atlas. Mr Smith tells Petar that the offer was sent earlier that morning and that it should have _________ in the meantime. They _________ schedule a meeting ___________ Mr Smith and Mr. Juri. Mr. Juri is not ______ to meet with Mr Smith on Thursday ____________ he is busy. They finally decide _____ Friday morning at 10 o'clock after a staff __________ .

3. Make with a partner phone calls. Use the Useful Phrases listed below. Opening the call Im calling about I have a question about I wanted to ask about Are you the right person to ask? Exchanging information What was your question? What would you like to know? Could you tell me ? Checking information Would you like me to spell that for you? Did you say ? Sorry, I didnt catch that. Let me just read that back to you. Let me just check that. Ending a call Thank you very much. You're welcome. Just let me know if theres anything else I can do for you. I'll do that. Speak to you later. Bye now./Goodbye

Calling someone back Sorry, Im really busy at the moment. Im actually talking to someone on the other line. I think Ive got your number, but can you give it to me again just in case?

Returning a call Im just returning your call from yesterday. You left a message on my answering machine.

3.1. Read the following telephone conversation where Mr Juri tries to reschedule the meeting. Hello. Is that Mr Smith? Yes, thats right. Hello, Mr. Smith, its Ivan Juri here. Oh, hello. Mr Smith, Im terribly sorry. Im afraid I have to ask you if we can reschedule our meeting. Something has come up. Unfortunately I cant get out of it. Thats all right. Do you have another time in mind? Well Could we postpone the meeting until Wednesday next week at the same time? Would that suit you? Let me see Yes, that would be fine. c Great. Thank you, Mr. Smith. Im sorry, but it couldnt be helped. Dont worry, thats fine. Well, well meet then on Wednesday next week at the same time. 3.2. What is the function of the highlighted expressions in the above conversation? How would you translate them? Introducing bad news For native speakers is very common to use Im afraid or Im sorry when giving badnews like for example when saying someone is not available. Im afraid Mr. Smith is unavailble. Im sorry, but Mr. Smith is in a meeting.
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If Im afraid or Im sorry is not used, the sentence sounds very direct and im polite to a native speaker. The word actually is also often used to make a statement more polite. - instead of saying the word no. Does she have your phone number? Actually, I dont think he does. - when we change the subject. Your plans sound great. Listen, Jennie, I actually wanted to speak to your boss. Your boss doesnt want to answer the phone call. Try to use Im afraid, Im sorry or actually when making an excuse. When making an excuse, you dont always need to tell the truth. Example: Im afraid shes unavailable. Shes actually in a meeting this afternoon. Excuses: having lunch, on another line, in a meeting, out of the office today/ this morning 3.3. Write the short summary of the above telephone conversation where Mr Juri tries to reschedule the meeting. Following useful phrases are used when the meeting is rescheduled: Saying sorry and rescheduling a meeting: Im calling about our meeting next week. Im terribly sorry. Im afraid I have to ask you if we can reschedule our meeting next week. Im afraid something has come up. Sorry to inconvenience you. Could we postpone the meeting until . at the same time? Would you be able to meet on .. instead? Would it be possible to meet a bit later/earlier? 3.4. Insert following prepositions: in (2x), over, from, at, on (2x), for (2x), to. 1. Im Mark Peters _____ the sales department. 2. Were going to make some changes ____ the contract with GBT. 3. Im ____ the Brighton office ____ Monday morning. 4. Should we plan ____ the whole afternoon? 5. Lets leave the length of the meeting open ____ now. 6. Thank you for your interest ____me but Im not planning ___ changing companies right now. 7. Perhaps we could meet and go ______ the details ____ person? 4. Leaving a message Sometimes, there may not be anyone to answer the telephone and you will need to leave a message. Follow the following outline to make sure that the person who should receive your message has all the relevant pieces of information he/she needs. 1. Introduction: Hello, this is John. OR Hello, My name is John Morse (more formal).

2. State the time of day and your reason for calling: It's ten in the evening. I'm calling (phoning, ringing) to find out if ... / to see if ... / to let you know that ... / to tell you that ... 3. Make a request: Could you call (ring, telephone) me back? / Would you mind ... ? / 4. Leave your telephone number: My number is .... / You can reach me at .... / Call me at ... 5. Finish: Thanks a lot, bye. / I'll talk to you later, bye. 4.1. Here's an example of a message. Insert the following missing expressions: this, not, after, about, if, to, until, at, would. Telephone: (Ring... Ring... Ring...) Hello, this is Tom. I'm afraid I'm ___ in at the moment. Please leave a message _____ the beep..... (beep) Jack: Hello Martin, ____ is Jack. It's ____ noon and I'm calling to see ___ you _____ like to go to the reunion on Saturday evening. Could you call me back? You can reach me ___ 62509876 _______ six this afternoon. I'll talk ___ you later, bye. 4.2. Translate the following messages in English. Dobar dan. Dobili ste putniku agenciju Maremonti. Naalost nitko ne moe preuzeti va poziv. Nae radno vrijeme je od 9 do 5 od ponedjeljka do petka. Molimo vas ostavite poruku ili poaljite faks na broj 099 992 5489. Hvala. Dobar dan. Jack Johnson zove Anitu Perry. Anita, zovem zbog planiranog sastanka. Pitala si me da li mi odgovara 11 sati prijepodne i samo sam to htio potvrditi. Nadam se da se uskoro ujemo. Dovienja. 4.3. Work with a partner to make two phone calls. Use the Useful Phrases listed below. Taking a message Im afraid (name) isnt here at the moment. Would you like to leave a message for him/her? Let me just check that Ive got that right. Shall I tell (name) to call you back? Does (name) have your number? Ill make sure (name) gets your message. Ill tell him/let him know that you called. Leaving a message This is (name). Im calling about (name) asked to call her/him back. I just wanted to check/confirm/ask if Could you ask her/him to call me back? Ill be in the office today until

5. Make dialogues with help of the following useful phrases. Asking for a meeting Could we schedule a time to meet next week? Id like to schedule a meeting as soon as possible. Could I suggest that we meet? Can we meet and go over this together? Perhaps we could meet and go over the details together?
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Do you have time to meet next week? I was wondering if you might have time to meet on Tuesday. Suggesting a meeting time How about Friday at ten? How would Tuesday at four oclock be for you? How about sometime after lunch? Could we meet next week? Would it be possible for us to meet on Wednesday afternoon next week? Can I suggest 9.30 on Thursday evening? Could we schedule a time to meet next week? Would half past ten suit you? Saying that you arent able to attend Sorry, I cant make it then. Im afraid I have another appointment at that time. Im a bit tied up then. How about another time? Im afraid I have another appointment then. Saying that you can attend Sounds good. Yes, that works for me. Yes, that would be fine. Yes, I can manage that. Confirming the day and time See you on Monday at six. So, I look forward to seeing you on Friday at five. So, thats Tuesday at 5 p.m. in your office. Agreeing the length of a meeting Should we plan for the whole afternoon/morning/day? Lets leave the timing of the meeting open for now. The meeting should take about an hour and a half. Saying that youre looking forward to seeing someone Itll be nice to see you then. Im looking forward to it. I look forward to meeting you then. 6. How do you say these numbers in English? a/ 543 b/ 8,764 c/ 2,987,324 d/ 2.955 e/ 14.70 f/ 0098 30 9865 5432

6.1. What does a coma ( , ) show in an English number; and a point? 6.2. What are these symbols called in English? john_smith@utv-company.com a b d c e / _______________________________ f \ _______________________________

g # _______________________________ h i j * _______________________________ ( ________________________________ ) ________________________________

7. How to be less direct Generally in English, the less direct the sentence is, the more polite it is, so that very often the past tense is used instead of the present tense. The past tense is more polite, because its less direct. Rewrite the following sentences to make them less direct. 1. What is your name? What was your name?___________________________

2. Can you tell me your phone number? ______________________________________ 3. I just want to check the meeting place. _____________________________________ 4. What do you want to know? _____________________________________________ 5. What is your commission? ______________________________________________ 6. How long does it take to deliver it? ________________________________________ 7. I want to ask if you have time to meet the day after tomorrow. ___________________ 8.There are two ways how to express the same thing a formal way (politer one), or a less formal way. Find pairs with the same meaning. Thanks. Can I call you back in ten minutes? Sure. Whats it about? Can I Just ask you whats it about ? Shall I put you through to Mr. Jones? Could I call you back in ten minutes? Wait/hang on a moment.

Thank you. Certainly.

Can I call you back in ten minutes?

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Do you want to speak to Mr. Jones?

MORE FORMAL Thank you. ____________ _______________________________ ______________________________ ____________ ____________

LESS FORMAL Thanks._____________________ ____________________________ ________________ ___________________________ ___________________________ ___________________________

9. When you want to check the information you can ask in the following way: Sorry, I didnt catch that. Did you say ? Let me just check that. Let me just read that back to you. OR: Would you like me to spell that for you? Although there is an official English spelling alphabet (developed by NATO and used by military and by radio operators), most English speakers do not use it. Instead, they use common words or personal names to spell words. For example, to spell NAMA, an English speaker might say: Thats N for Neil, A for apple, M for Monica, A for apple. Notice that in English we say N for Neil or n as in Neil (AE), not N like Neil. 10. Put the words in the right order to make sentences. 1.have you contact do a? 2.eight order A is elephant for Venice four zero E V the for number

for apple (AEV 048) 3. P for Gerald D that G was his or Peter for? hyphen dot Stewart E mail is Maritime.

4. address

Johnny at

(johnny-stewart@maritime.de) 5. didnt that sorry I catch . three did tree say or you?

11. Translate in English. 1. Zainteresirani smo za suradnju s Vaom turistikom agencijom. 2. Moemo li odgoditi sastanak za petak naveer? 3. elite li da sriem ime i prezime?
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4. Radujem se to u se susresti s Vama. 5. Sastanak bi trebao trajati oko dva sata. 6. Dopustite mi da provjerim 7. Tada naalost imam drugi sastanak. 8. Moemo li odgoditi sastanak do utorka u isto vrijeme? 9. Da, to bi bilo u redu. 10. Samo elim provjeriti mjesto sastanka. 11. Da li bi vam odgovaralo pola jedanaest? 12. Moete me dobiti na isti broj telefona.

2. Establishing written contact

1. The sales manager of Atlas has read the advertisement written by a Scottish tour operator 1st Events Ltd. looking for business cooperation in the region of Croatia and Slovenia. He is interested in the business cooperation and decides to contact the Scottish tour operator 1st Events Ltd. in the written form. ATLAS d.d. Izidora Krnjavoga 1, Hotel Westin, Zagreb, Hrvatska Email: info@atlas.hr Phone: 385 (0)1 6102 000 _________________________________________________________________________ 1st Events Ltd. 30 Canmore Street Dunfermline KY12 7NT t: 01383 727999 f: 01383 727927 w: www.1st-events.co.uk Zagreb, 15. 06. 20.. Business cooperation Dear Sir/Madam, We have read your advertisement in Destinations Travel Magazine and would like to inform you that we are interested in the business cooperation with you. We would be pleased to meet you or your representative in Zagreb. With kind regards Atlas d.d. Ivan Juri Sales manager Enc. brochure
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1. Give the Croatian translation of highlighted expressions in the above letter. Parts of a business letter Parts of a typical business letter are: 1. Senders address or letterhead 2. Reference 3. Date 4. Inside or receivers address 5. Attention line 6. Subject line 7. Salutation 8. Body of the letter 9. Complimentary close 10. Signature 11. Company position 12. Enclosure

Nowadays most of the letters are sent out as an e-mail. Their form is much looser than the form of the classic business letter. 1.1.Find out the typical parts in the letter sent by Atlas. 1.2. Write a reply to the letter sent by Atlas on behalf of the travel agency 1st Events Ltd. The following phrases/sentences can be used: Salutation Dear Mr. ... / Dear Ms ... / Dear Sirs ( is used to address a company) / Dear Sir ( opens a letter written to a man whose name you do not know) / Dear Madam (is used to address a woman, whether single or married, whose name you do not know) / Dear Sir or Madam (is used for a person of whom you know neither the name nor the sex). Body of the letter With reference to your letter dated ./ Thank you very much for your letter dated and for your interest in our hotel./ Thank you for your letter regarding We look forward to the pleasure of welcoming your representative. / It is our pleasure (we are pleased) to invite the representative of your agency. For any further information you can phone to contact me personally. / For any further information contact us at any time. / If you need any further information/ details/ If you have any further questions, please feel free to contact me / please do not hesitate to contact me (at any time) Closing With kind regards

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2. The very first written contact is usually established by advertising letters containing different pieces of information. They can introduce a new hotel, give the information about all possible changes in a hotel, such as renovation, redecoration, new management, change of the name or the address. Such letters are called circulars or circular letters and they are sent to more than just one business partner, so that a group of recipients can receive an information. A modern form of a circular letter that is delivered through the internet is a newsletter. 2.1. Read the following circular.

NOVOTEL CENTRE HOTEL To all our business partners 1 We are pleased to inform you that the Novotel has undergone spectacular renovation, to provide five-star comfort at a four-star price. The French touch is evident throughout. 2 Located in the heart of the city adjoining the Hamdan Centre, the renovated rooms offer a blend of cosy intimacy and relaxed surroundings. 3 A key feature is the new Business Club, offering top executives a complete preferential package including half-board, and a full range of services and special features. 4 Amenities include individually-controlled air-conditioning, IDD telephone, voicemail, complimentary newspaper, satellite TV, safe, fridge and microwave in every room. An excellent range of recreational and sporting facilities are afforded by the 18th floor Viking Health Club and rooftop pool. 5 The rates are as follows: Single room $ 265 to $ 280 Double room $ 290 to $ 300 Suites $ 315 to $ 345 6 All the above quoted rates are subject to an 8% city hotel tax. We provide special 10% commission to travel agencies on the above rates. The tour escort is always complimentary. 7 We can arrange desert safaris, mountain trips, shopping tours, riding and golf packages for you. 8.We look forward to meeting you among our guests and will make your stay in Abu Dhabi as pleasant as possible. With best regards, Al Manhal Manager PO Box 47136, Abu Dhabi, Tel: 333555, Fax: 343633, Telex: 22488 CTRNOV EM

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2.1. List in the correct order the information given in the circular. 1. 2. 3. 4. 5. 6. 7. 8. a) giving rates b) giving details about rates c) describing amenities d) describing rooms and the location of the hotel e) giving information about renovation f) giving details about tours and trip g) special offer for top executives h) expressing pleasure to meeting guests in Abu Dhabi

2.2. Match the definitions below with the terms mentioned in the above circular. 1. 2. 3. 4. 5. obvious __________________________________ given free of charge __________________________________ person who guides a tour - __________________________________ repair and improvement - __________________________________ a payment to someone who sells goods which is directly related to the amount of goods sold ______________________________________

2.3. Make nouns from the following adjectives taken from the above circular. 1. pleased ______________________ 2. evident ______________________ 3. located ______________________ 4. renovated ____________________ 5. relaxed ______________________ 6. complete ______________________ 7. preferential ______________________ 8. excelent _______________________ 9. quoted ________________________ 10.cosy ________________________

3. Complete the letter. Insert the following words: heart, attractive, service, madam, you, situated, upper, require, best, contact, introduce, gives. Dear Sir/ (1)________ , It (2) _____________ us great pleasure to (3) ______________ our hotel to (4) __________ and we hope that we may be of (5) ______________ to you and your organisation. Astoria Hotel is (6) ______________________ in the very (7) ___________ of town. It is an (8) _________ tourist class hotel with an (9) __________________ room tariff. Should you (10) ______________ more information, (11) _______________ us again. With (12) ___________ regards, Astoria Hotel John Jennings Sales Manager

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4. Translate the following circular in English with help of the below listed useful phrases/sentences. Potovane dame i gospodo, Htjeli bismo Vas obavijestiti da na hotel ima novo rukovodstvo i da se preureuje. Radovali bismo se poslovnoj suradnji s Vama. Pozivamo predstavnika Vae turistike agencije da pregleda sve sadraje koje nudimo. Zahvaljujemo Vam na Vaoj podrci. Uz srdane pozdrave

Useful phrases and sentences Salutation 1.Dear Sir or Madam 2. Dear Mr. , 3. Dear Ms. Complimentary close 1.With kind regards 2. Yours sincerely / Yours faithfully (very formal) Providing information 1. We are pleased to inform you 2. Herewith we would like to infom you 3. We would like to inform you Oslovljavanje 1. Potovani, 2. Potovani gospodine , 3. Potovana gospoo Izrazi za pozdravljanje 1. Srdaan pozdrav 2. S potovanjem elite neto priopiti 1. Drago nam je to Vam moemo priopiti, da... 2. Ovime Vam elimo priopiti, da 3. Mi bismo Vam htjeli priopiti, da elite rei da neto aljete u prilogu (privitku, attachmentu) 1. U prilogu/privitku (attachmentu) Vam aljemo /dobivate ... Zavrni tekst cirkulara 1.Nadamo se da Vam moemo biti na usluzi. 2.Radujemo se to ete biti meu naim partnerima. 3.Radujemo se to emo se uskoro uti. 4.Zahvaljujemo na Vaoj podrci. 5.Bili bismo zahvalni na brzom odgovoru. 6. Nadamo se uspjenoj poslovnoj suradnji s Vama.

You want to say that sth. is enclosed 1.Please find enclosed / Enclosed please find Circular letter closings 1.We hope we can be of some service to you. 2.We look forward to having you among our partners. 3.We look forward to hearing from you soon. 4.Thank you for your support. 5.We should be grateful for an early reply. 6. We hope to establish a successful business cooperation with you.

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1. Introducing yourself and others 1.1. There is a range of ways to introduce yourself and people. a/ Introducing yourself: The following expressions are used to introduce yourself:

My name is ... I'm .... Nice to meet you; I'm ... Pleased to meet you; I'm ... Let me introduce myself; I'm ... I'd like to introduce myself; I'm ...

b/ Introducing others: Here follow the expressions used to introduce others:

Ivan, please meet Barbara. Joan, have you met Nicky? I'd like you to meet Marion. I'd like to introduce you to Steve. Lilly, this is Laura. Laura this is Lilly.

c/ Useful responses used when introducing yourself or other people:

Nice to meet you. Pleased to meet you. Happy to meet you. How do you do?

1.2. Dialogue: Alfred is talking to the new director and his assistant. Notice how they introduce themselves: Alfred: Hi! My name is Alfred Cooper, the new director. Johnny: Hi! I'm Johnny Mahoney. Nice to meet you, Mr Alfred Cooper. Alain: Johnny, please meet Mr. Nicholas Hudson, my assistant. Peter: How do you do? Anthony: How do you do?

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Tips: When introducing yourself or other people in a formal situation use full names. ("I'm Jill James.") "How do you do?" isn't really a question, it just means "Hello"

2. Introducing yourself and others in a business context When making an introduction in a business context, one person is always introduced to another person by saying the name of the person to whom the other is being introduced. For example, Peter, I would like you to meet our new colleague, Jill Jones. Jill, I would like to introduce our Creative Director, Peter Simmons. In this instance, the junior member of staff is introduced to the senior member of staff. The tips for introducing people are:

The younger person is introduced to the older person. A man is introduced to a woman. A younger couple is introduced to an older couple. A junior member of staff is introduced to a senior member of staff. For couples or married couples with different surnames, introduce the woman first and use their full names. For example, Amanda Morse and Johnny Cooper.

To introduce yourself when meeting new colleagues, clients and at events, extend your hand and say: Hello, I am first name and surname. I am the title at company name. For example, Hello, I am Jenet Kennedy. I am a Senior lecturer at the School of Economics. Remember to use a friendly, warm and relaxed tone of voice when making introductions, and to smile. 2.1. Make dialogues with help of the following useful phrases.

Introducing yourself Hello. My names Hi everyone. My names. Hello, Im . Pleased to meet you. Nice to meet you. How do you do? Im Making introductions Ms Jones, do you know Mr Goldman? Chris, have you met Sandra yet? Mr Friedman, Id like you to meet Ms Bojani. Ivana , this is John. John, Ivana.

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Asking someone to use your first name Please, call me Sam. By the way, its Bridget. And you can call me And Im

3. Saying hello and picking someone up

3.1. Go back to page 4. Why are Mr. Juri from Atlas agency and Mr. Smith from 1st Events Ltd. going to meet? 3.2. Mr. Juri is at the airport. He is going to pick up Mr. Smith. Read the dialogue. Excuse me, are you Mr. Juri from Atlas ? Yes ... uh, Mr. Smith, nice to meet you. Welcome to Dubrovnik! Thank you. Nice of you for picking me up. Is that your luggage? Yes, here is everything. We can leave then. My car is in the car park. 3.3. Small talk is used to break the ice and create a relaxed atmosphere before the real business begins. When meeting people for the first time small talk is used to be kind and get along with others at the events. Small talk (also know as chitchat) is small friendly pieces of conversation. A problem is that small talk can be about many different topics. One solution is to prepare topics you are going to talk about. If you are going to have a meeting with foreign business partners, research topics relating to their country. For instance, being prepared to chat with Italian partners about Rome or Florence will make you feel more relaxed and mean that you can start conversations confidently. Making small talk is not just about talking its also about listening. There is a number of phrases which show your partners that youre interested in what they are saying: I see. Oh, really? Interesting. Thats absolutely fascinating!

Small talk - examples Did you have a pleasant flight? Was the flight delayed? Which airport did you fly into? Is this your first visit to (country/town)? How long have you worked for your company? Which hotel are you staying at? Are you satisfied with your hotel? What do you think of Croatian food? How do you like our company? Is this your first time youve come here for a meeting? Are you a colleague of ?
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Do you know my colleague, ? Asking how someone is How are you? How are you doing? How are things going? Hows business? Answers Fine, thanks. And you? Not (so) bad. A bit busy, as always. Oh, cant complain. How are things with you? Small talk questions What have you been up to? - Nothing much, apart from work, to be honest. - Ive just got back from holiday. Hows the weather over there? - Wet, as usual. - Really nice, for a change. How was your holiday? - Very nice. We had a great time. - Dont ask. It was a complete disaster. 3.4. Combine the two parts to make small talk questions. a. Do you know a/ a colleague of Peter Jones b. Which airport b/ come here by plane? c. How long c/ are you staying at? d. Did you d/ have you worked for your hotel? e. Is this e/ did you fly into? f. Are you f/ the first time youre here for a meeting? g. Which hotel g/ my colleague, Ivan Stankov? 3.5. What are Mr. Juri (a host) and Mr. Smith (a guest) talking about during their ride to the hotel? Complete the short dialogues. Use phrases and sentences in the frame below. Did you have a pleasant flight/trip? How long does it take to the hotel? __________________________________ Is this your first visit to Croatia? _________________________________ Have you planned your holiday yet? ___________________________________ __________________________________ Where exactly is my hotel? __________________________________ What is worth seeing here? __________________________________
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You must be hungry. Shall we go out for a When are we meeting at your agency tomorrow? dinner? ___________________________________ What is the weather like at your place? ___________________________________ __________________________________ Good bye and thank you for picking me up. ____________________________________

Youre quite welcome. Its so nice to have you as our guest. Mostly rainy and foggy. The flight was fine, but Im a little bit tired now. Yes, its my first time in your beautiful country. No, not yet, really. My wife wants to visit Dubrovnik. No, thanks, Ive eaten on the plane. The ride takes about 20-30 minutes. It depends on the traffic. There are many sites of interest. I can show you the Upper Town in the evening. At ten oclock. Mr. Pavi will pick you up. Your hotel is close to the city center. 3.6. Complete the email Mr. Juri writes to his assistant in order to prepare the meeti ng with Mr. Smith from 1st Events Ltd. The expressions are given in the box below the text. To: petar.pavic@atlas.hr From: ivan.juric@atlas.hr Subject: Arrangements for meeting on .. ___________________________________________________________________________ _______ Hi Petar, Ive just _________a meeting with Mr. Smith from 1st Events Ltd. For Thursday at 1 p.m. Can you take care of preparations, please? Could you ________________ a meeting room and ____________________ Mr. Smith and me the room_________? Also, can you __________________ the agenda to Mr. Smith and our agents? And well need all necessary __________ can you _______________ a data projector for us? Dont forget to ______________________ some coffee, tea and biscuits. Finally, can you ________________ the ________, please? The discussion is __________ so Ill need you to ___________________ the minutes. Thanks for your help. Best, Ivan important, attend, take, order, arranged, circulate, reserve, book, email, number, equipment, meeting

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4. Starting a meeting
4.1. Mr. Juri and Mr. Smith are in the head office of the Atlas agency. Complete the conversation with following expressions: colleague, PR, being, bit, manager, since, introduce, joined, working, nice. All right, everyone. Thanks for ______ here today. So, lets get going. Does everyone know my ____________ Mr. Smith? No? Thomas, why dont you _________ yourself to everyone. Tell us a ____ about yourself. OK. Hi, everyone. My names Thomas Smith and Im the ___________ at 1st Events Ltd. Ive been with 1st Events Ltd. ______ 2005. Before that I was _________ for three years for the West Tours in New York. Well, its ________ to have you here. Welcome in Atlas, Thomas. This is Ivan Frank. Ivan ________ us four months ago as our head of ______. Right, so

4.2. Give English equivalents and Croatian translation for the following phrasal verbs: finish off, go back over, talk about, look at, think about. 4.3. Use the above phrasal verbs in the English translation of the following sentences: 1. Danas emo ispitati naine rezanja naih trokova i diskutirati o budetu za sljedeu godinu. 2. Zavrne pripreme emo finalizirati danas ujutro. 3. Budui da trebamo neke nove ideje kako bismo poveali prodaju, priat emo o novim marketinkim strategijama danas popodne. 4. Danas emo pregledati nae smjernice i razmotrit emo kako moemo poboljati sigurnost. 5. Takoer emo ispitati podatke iz raunovodstva i diskutirat emo kako ih moemo poboljati. Translate in English. 1. Htio/htjela bih se predstaviti. 2. John, jesi upoznao Petera? 3. Je li let bio odgoen? 4. Kakvo je bilo vrijeme kada ste poletjeli? 5. U kojem ste hotelu odsjeli? 6. Jeste li prvi put u ? 7. Hvala Vam to ste doli po mene. 8. Zainteresirani smo za poslovnu suradnju s Vaom tvrtkom.
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9. Kako (ide) posao? 10. Gdje i kada emo se sutra sastati? 11. Sastanak je odgoen/otkazan. 12. elim Vam ugodan boravak u naem gradu.

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1. One of the most common requirements of business communication is holding meetings. Meetings generally follow a more or less similar structure and can be divided into the following parts: I - Introductions Opening the meeting Welcoming and introducing participants Stating the principal objectives of a meeting Giving apologies for someone who is absent II - Reviewing Past Business Reading the minutes (notes) of the last meeting Dealing with recent developments III - Beginning the Meeting Introducing the agenda Allocating roles (secretary, participants) Agreeing on the rules for the meeting (contributions, timing, decision-making, etc.) IV - Discussing Items Introducing the first item on the agenda Closing an item Next item Giving control to the next participant V - Finishing the Meeting Summarizing Finishing up Suggesting and agreeing on time, date and place for the next meeting Thanking participants for attending Closing the meeting 2. Nowadays, most of meeting agendas in English-speaking business context are of informal form and are sent as emails. They consist of the time, date and place of the meeting and an overview of the topics that will be discussed. The style of writing is brief and note-like, e.g.: Discussion on the rebranding or Discussion on new employments. Formal agendas are usually reserved for the most important meetings within a company, e.g. a board meeting. Each part of the agenda is clearly numbered and other elements are included.

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Here follow the phrases that are used when introducing the agenda:

So, if there is nothing else we need to discuss, let's move on to today's agenda. Have you all received a copy of the agenda? There are X items on the agenda. First, ... second, ... third, ... lastly, ... Shall we take the points in this order? If you don't mind, I'd like to go in order today. Skip item 1 and move on to item 3. I suggest we take item 2 last. A formal agenda can have a following layout: Agenda Board meeting Monday 12th December 1 2 3 4 5 6 7 Apologies Minutes of the last meeting Matters arising from the minutes Review of the action plan Rebranding of corporate image Investment proposals AOB

2.1. Match the descriptions with the items on the above meeting agenda. a/ - discussion of any issues relating to the last meeting b/ - discussion of issues which are not on the agenda; it stands for any other business c/ - the main points to be discussed at the meeting d/ - checking the notes of the last meeting for accuracy e/ - reporting by chairperson on who is not able to attend

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2.2.Work in groups to practise the beginning of a meeting. Look at the Useful Phrases below and use them when practising.

Welcoming participants Its nice to see everyone. Thanks for being here today. Stating objectives Well be discussing Paul will be examining

Asking participants to Introducing yourself introduce themselves Why dont you introduce Im the hotel manager. yourself to anyone? Tell us a bit about yourself. Ive been with Hilton since 2005. Could you tell us all who Ive been working for the you are and say something company for ten years. about yourself? Im based in the Zagreb office. I work at our Ljubljana branch.

2.3. How to run meetings effectively? Golden rules for chairpeople Time is god in meetings. Dont let the discussion run unnecessarily. Dont call meetings outside office hours. Meetings are for business, not for socializing. A certain amount of small talk is welcome, but time is money. Make sure the participants get down to business after a few minutes of pleasantries. Give people enough time to prepare for a meeting. Many chairpeople call meetings at short notice and then complain that participants havent prepared properly. Meetings should be democratic in approach and spirit. The only point in bringing people together for a meeting is to let them discuss an issue. The meetings should have a creative and open atmosphere so that the participants can make interesting contributions to the discussion. 2.4. The following phrases are used to conduct a meeting. Introducing the First Item on the Agenda So, let's start with ... I'd suggest we start with... Why don't we start with... So, the first item on the agenda is Ivan, would you like to kick off? Shall we start with ... (name of participant), would you like to introduce this item? Closing an Item I think that takes care of the first item. Shall we leave that item? Why don't we move on to... If nobody has anything else to add, lets ...

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Next Item Let's move onto the next item Now that we've discussed X, let's now ... The next item on today's agenda is... Now we come to the question of.

Finishing Up Right, it looks as though we've covered the main items. If there are no other comments, I'd like to wrap this meeting up. Let's bring this to a close for today. Is there any other business? Summarizing Before we close today's meeting, let me just summarize the main points. Let me quickly go over today's main points. To sum up, ...,. OK, why don't we quickly summarize what we've done today. In brief, ... Shall I go over the main points?

Suggesting and Agreeing on Time, Date and Place for the Next Meeting Can we set the date for the next meeting, please? So, the next meeting will be on ... (day), the . . . (date) of.. . (month) at ... Let's next meet on ... (day), the . . . (date) of.. . (month) at ... What about the following Wednesday? How is that? Thanking Participants for Attending I'd like to thank Peter and Stella for coming over from Brussels. Thank you all for attending. Thanks for your participation.

Closing the Meeting The meeting is finished, we'll see each other next ... The meeting is closed. I declare the meeting closed.

2.5. Which of the words used in the above phrases can be inserted? 1. Why dont you _______________ yourself to anyone? 2. Ive been ____________for the company for ten years. 3. Robbie will be ____________ the market position of Jadranka Hoteli. 4. Right, it looks as though we've ____________ the main items. 5. If there are no _________ comments, I'd like to __________ this meeting up. 6. Can we _______the date for the next meeting, please? 7. Shall we leave that ________? 8. The next item on today's __________ is... 9. Before we _________ today's meeting, let me just summarize the main points. 10. OK, why don't we quickly _______________ what we've done today. 11. Let me quickly go over today's ________ points. 12. Jenny, would you like to ______ off?

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3. Mr. Smith is together with Mr. Juri in the meeting room in Atlas. Here follows their conversation on business cooperation: Please take a seat. May I take your coat? Yes, thank you. I was wondering if we could discuss our future cooperation for a moment. Certainly its the main item on our agenda. Do you know that our agency is specialized in corporate travel? What exactly does that mean? Well, we aim to look after all the needs of the business traveller. That includes booking flights and hotels, planning and arranging itineraries, advising on locations, sorting out conference venues, providing VIP services, arranging insurance and so on. Yes, I see; quite a range, but first what the business traveller wants is speed and efficiency. How do you manage that? One of the most common requests is a reservation at a short notice, and we are proud of being able to provide this. We also take over the whole contract for companys business travel arrangements. In return we can offer attractions like discounts and extended credit. Could you explain me what extended credit is? It means we can set up an account and give a client a longer period to pay, sometimes as much as twelve weeks. The ordinary tourist usually has to settle up eight weeks before departure. You know that hotel accommodation is very important for business travellers, that is its location not far from the airport and not far from the city centre, or wherever the business is done. That's assuming that the hotel has everything that is regarded as essential, such as en suite facilities, secreterial services and access to Internet. Are there any hotels you can recommend us just now? I have here the newest brochure with hotel rates. I think that hotels Splendid and Palace would be very interesting for you. You can take it with you. Yes, I'd love to, thank you. Me and my colleagues will take a look of it and then we'll send you the letter of inquiry with our specific needs. By the way, I could show you the old town and our hotels in Dubrovnik today, and for tomorrow we are going to visit hotel Palace and the islands. That's very kind of you, thanks. You're quite welcome. Here comes the coffee. Help yourself, Mr. Smith. Thank you.

3.1. Fill in the (Croatian) meaning of the highlighted expressions from the above dialogue. item agenda ________________________ ________________________ to set up an account __________________ essential __________________

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corporate travel

__________________

en suite facilities hotel rates letter of inquiry

___________________ ___________________ ___________________

at a short notice __________________ extended credit ___________________

3.2. Complete the statements taken from the above conversation on business cooperation? 1. Certainly its the main _________________________ . 2. ______________________________________ booking flights and hotels, planning and arranging itineraries, advising on locations, sorting out conference venues, providing VIP services, arranging insurance and so on. 3. One of the most common requests is __________________________________ . 4. __________________________________ means that we can set up an account and give a client a longer period to pay, sometimes as much as twelve weeks. 5. _________________________________ to settle up eight weeks before departure. 6. Me and my colleagues will take a look of it and then we'll send you the _________________________________ with our specific needs. 3.3. After a coffee break the conversation between Mr. Smith and with Mr. Juri continues. Mr. Juri wanted to get some additional pieces of information about 1st Events. What did Mr. Smith say? Complete the conversation by using the information provided on the website of 1st Events. Mr. Smith, youve told me nothing at all about 1st Events. Yes, thats right. We are a __________________________________ . As you already know, we are both tour operators and travel agents. The company was founded in 1997. It employs 140 ____________________ in 30 ____________________ . May I interrupt you for a moment? Where are your travel agencies located? ____________________________________________________________________ . How many customers book through your travel agencies? ____________________________________________________________________ . What is your main professional aim? __________________________________________________________ Whats your relation to The Scotland Tours Company Ltd.? __________________________________________________________
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 Thank you for very interesting pieces of information. We look forward to cooperating with you and wish you much success. Thank you, I hope you will have a good season. Thank you, Mr. Smith. We have come to the end of our __________________ . Now we can take a short sightseeing through the old town and then we are going to visit hotels Palace and Splendie.

(0) 1383 727 927 | Email Us | Webmaster 1st Events Address 1st Events Ltd 30 Canmore Street, Dunfermline, Fife, Scotland, KY12 7NTTel: +44 (0) 1383 727 999 Fax: +44 (0) 1383 727 927 Email: enquiries@1st-events.co.uk About us

WHAT WE DO Conferences & Incentives Event Management Hospitality & Special Events Corporate Travel Venue Finding

We are a Conference and Incentive DMC based in Scotland. In 30 modern travel agencies in Scotland and England a dedicated team of 140 employees is working with you, and other event supplier partners, to make your conference, convention or events the 100% success you require them to be. Attention to detail and commitment to quality are the hallmarks of our service.15,000 customers book their holiday through our travel agencies. Our aim is to supply clients with the event of a lifetime, supported by professional levels of service and expert local knowledge. We believe that the organisation of your next event should be as easy and efficient as possible. Formed by Ronnie Pook in 1997, 1st Events provides the ultimate event management planning service dedicated to creating memorable conferences and events throughout Scotland. 1st Events is a wholly owned subsidiary of The Scotland Tours Company Ltd, dedicated to providing a top class service for the corporate market. Ronnie Pook, Managing Director, and all the dedicated and experienced staff at Scotland Tours and 1st Events look forward to discussing your next event, conference or VIP vacation with you soon.

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4. Mr. Brown and Mr. Juri are in the Hotel Palace waiting for the director. Read the conversations. Insert the following expressions: noticed, being, firstly, few, airport, with, building, appointment, house, do, sooner. So, the ___________ in front of us is the Hotel Palace. Very nice! A _____ years ago it was renovated. As you have ___________ , it is only about 500 m from the center. Oh, it has a wonderful location. The ________ is also not far from here, right? No, just five kilometers. ... Good morning, Ms. Novak. We have an ______________ with the director. Good morning, Mr. Juri. The director will be ______ you in a minute. ... Good morning. Good morning, Mr. Marinov. Here is our guest from Scotland, Mr Smith. Nice to meet you. Sorry ________ for late, but Iwas very busy. Never mind, I ____ understand you. A few minutes ________ or later is completely irelevant for me. So now I want to show you our ________. Come ________ to the bar. 5. Mr Smith has visited the hotel together with the hotel director. Mr Smith has asked many questions. Use the brochure below and complete the conversation between Mr. Smith and the hotel director. And how do you like the hotel, Mr. Smith? It's really very nice! When was it renovated? ...... ....... ...... ....... ....... HOTEL DUBROVNIK PALACE ***** Of all the five-star hotels in Dubrovnik, the newly renovated Hotel Dubrovnik Palace has it all: a luxurious wellness and spa centre, high-tech conference rooms, superb gastronomy and spectacular sea views from every room. Location: Situated on the beautiful peninsula of Lapad, the hotels dramatic cliffside location, below the aromatic, pine-covered Petka woods, affords spectacular views in every direction. Bordered on one side by the crystal-clear Adriatic Sea and on the other by a dense pine forest, with panoramic views of the Elaphite islands, Dining and leisure: Dining at the Hotel Dubrovnik Palace is as much about location as it is about great food and wine. By day, soak up the sun at Beach Restaurant Ponta, which serves
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delicious salads, snacks and freshly prepared pizzas on the waters edge. By night, start the evening with a perfectly chilled aperitif at the relaxed Maslina Tavern, where the views alone will encourage you to linger for a cocktail or two. Order something from the Maslina menu where fish is the speciality or head to Elafiti, our main restaurant, which is open for breakfast and buffet dinner (reservations required), for a Mediterranean-themed meal. Activities: There is a wide variety of outdoor summer activities available to you without even leaving the hotel. Our splendid beachfront location is perfectly suited to lounging around our indoor and outdoor pools, relaxing in our Jacuzzis and enjoying massages and treatments outdoors. Alternatively, go for a relaxing stroll or bike ride on one of the many trails leading through Petka forest, just behind the hotel. For the more adventurous, there are jet-ski safaris, water skiing, tubing and other water sports. Meetings and Events: If you are looking for meeting rooms in Dubrovnik, or somewhere to host your conference or event, we have among the biggest, most flexible and well-equipped facilities in the region. As a meeting venue, Hotel Dubrovnik Palace offers eight conference and meeting rooms, with a capacity of 10 to 750 delegates (1,000 participants via video link), and a separate, self-contained entrance with its own registration desk for delegates.

6. Complete the conversation by inserting the following words: join, add, prior, low, noshow, items, policy, credited, less, discount, travel, to, cancelled, first, fair, with, like, point, received, signing, cancellation, applies, adult, before. Good morning. Good morning. ________ of all I would like you to meet our guest from Austria , Mr. Schmidt. Mr. Schmidt, have we met before? Yes, I think we have met at the ______ in Berlin . You are Mr. Nardi, arent you ? Thats right. Nice to see you again here ______us. Please, take a seat. Thank you. Would you _______ something to drink: coffee, tea or juice? Yes, thanks, Id like a cup of coffee with milk. And for me an orange juice . So now we can get to the ________. Yes, sure. - Last week we __________ your offer that more or _______satisfies our needs. However, before _________ the contract we need to discuss some_________. Yes, especially discounts and ____________ deadlines. I propose the following: third ________ in a double room with an extra bed could get a ____________of 20 %, a child under 12 years in a triple room 50%, a child up to 12 years in a double room with an adult 30% and children under 2 years of age _______free. O.K. And any costs for an extra bed or a cot are to be paid ________the arrival. According _____our booking cancellation ________booking cancellations must be made at least three (3) full days before the scheduled check-in date. A cancellation fee _______ for each booking confirmation ___________. The value of your booking minus the cancellation fee will be ____________ to your registered account .

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Any cancellation made less than three (3) full days from the scheduled check-in date (irrespective of the number of stay dates booked) or any _______ in respect of a booking will result in the total payment. Do you agree with that? Yes in a way, but for the _____ season I would suggest that booking cancellations or changes must be made right up to 24 hours _______ to arrival time and not at least three (3) full days before the scheduled check-in date. All right, Mr. Schmidt, I agree. Would you like to ______ something? No, that would be all. Right, it looks as though we've covered the main items. Would you like to ______us for a lunch, if you still have some free time. Thank you, Id like to. 6.1. The following phrases are used to participate in a meeting. These phrases are useful for expressing your ideas and giving input to a meeting. Getting the Chairperson's Attention (Mister/Madam) chairman. May I have a word? If I may, I think... Excuse me for interrupting. May I come in here? Giving Opinions I'm positive that... I (really) feel that... In my opinion... The way I see things... If you ask me,... I tend to think that... Requesting Information Please, could you... I'd like you to... Would you mind... I wonder if you could...

Asking for Repetition I'm afraid I didn't understand that. Could you repeat what you just said? I didn't catch that. Could you repeat that, please? I missed that. Could you say it again, please? Could you run that by me one more time? Asking for Clarification I don't quite follow you. What exactly do you mean? I'm afraid I don't quite understand what your are getting at. Could you explain to me how that is going to work? I don't see what you mean. Could we have some more details, please? Asking for Verification You did say next week, didn't you? ('did' is stressed) Do you mean that...? Is it true that...?
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Asking for Opinions Are you positive that... Do you (really) think that... (name of participant) can we get your input? How do you feel about...?

Commenting That's interesting . I never thought about it that way before. Good point! I get your point.

I see what you mean. Agreeing I totally agree with you. Exactly! That's (exactly) the way I feel. I have to agree with (name of participant). Disagreeing Unfortunately, I see it differently. Up to a point I agree with you, but... (I'm afraid) I can't agree Asking for Spelling Could you spell that, please? Would you mind spelling that for me, please?

Asking for Contributions We haven't heard from you yet, (name of participant). What do you think about this proposal? Would you like to add anything, (name of participant)? Has anyone else got anything to contribute? Are there any more comments? Correcting Information Sorry, I think you misunderstood what I said. Sorry, that's not quite right. I'm afraid you don't understand what I'm saying. That's not quite what I had in mind. That's not what I meant. Keeping the Meeting On Target (time, relevance, decisions) We're running short of time. Well, that seems to be all the time we have today. Please be brief. I'm afraid we've run out of time. I'm afraid that's outside the scope of this meeting. Let's get back on track, why don't we? That's not really why we're here today. Why don't we return to the main focus of today's meeting. We'll have to leave that to another time. We're beginning to lose sight of the main point. Keep to the point, please. I think we'd better leave that for another meeting. Are we ready to make a decision?

Advising and Suggesting Let's... We should... Why don't you.... How/What about... I suggest/recommend that...

Clarifying Let me spell out... Have I made that clear? Do you see what I'm getting at? Let me put this another way... I'd just like to repeat that...

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6.2. What would you say? What would be your partner's reaction? Use the above phrases and sentences. a) You want to get the chairperson's attention. ________________________________________________ ________________________________________________

b) You are asking for clarification ________________________________________________ ________________________________________________

c) You are asking for repetition ________________________________________________ ________________________________________________

d) You want to keep meeting on target ________________________________________________ ________________________________________________

e) You want to express disagreement ________________________________________________ ________________________________________________ 6.3. Give English translation of the following sentences. 1. Brzo u proi sve toke naeg sastanka. 2. Ako nitko nema nita za dodati, preimo na dnevni red. 3. Ove brojke su stvarno interesantne potvrdile su moj stav. 4. Naa nastojanja nisu bila uinkovita to Vi predlaete? 5. Predlaem da se podijelimo u grupe i prodiskutiramo kako popraviti situaciju. 6. Naalost, nae vrijeme je skoro isteklo. 7. Prije nego to zakljuimo, moemo li prodiskutirati situaciju u Vaoj firmi?

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1. A Successful Business Dining

1.1. Read the following tips. Taking business partners or clients out for a brunch or an enjoyable lunch or dinner can help you build the long-lasting relationships that your business needs. In order to make the best possible impression, you need to plan it carefully. Here follow seven of the essential ingredients that will help you to make the best possible impression. Research your dining companions. Take time to collect information on your guests using online search tools or LinkedIn. If you know the business and personal backgrounds of the attendees, including personal interests and hobbies, you can use the information to help build your relationship. Remember, the meal is part of the interview. Arrive early. Getting to the restaurant ahead of your guests can help ensure that the meal runs smoothly. Guests may not feel they're a high priority with you, if they arrive first.Be punctual; if there is an unavoidable delay, contact your host. Prepay the bill. Seeing the bill coming to the table should be avoided because your business guests can feel uncomfortable even though they aren't expected to pay. You can either let your credit card run and sign the bill before your guests' arrival, if it's a restaurant you're comfortable with, or you can discreetly step away from the table during the meal (between two courses) and settle the bill. Match the client in consumption. Let your guest order first. To keep a balance throughout the meal, for example, skip the appetizer if your guest orders only an entre. Even if you order the same courses, try to eat at a similar rate because sitting in front of your emptied plate may make it awkward for your
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companion if he's only half way through the meal. If you're having drinks, it's also important to follow your guest's lead. Respect the waiting staff. How you communicate with restaurant staff can affect your business relationship by changing the way your guests feel about you. If you are rude to waiters, it can make an impression that you can also be rude with your colleagues and no one wants to work with people like that. Take advantage of the small talk. Dining with a business partner doesn't mean you need to talk only about business, so that you firstly can start with small talk in order to get to know each other on a personal basis. Secondly, the discussion of business matters, should follow after the main course when there will be fewer interruptions from the waiting staff. Keep up-to-date on current events in your industry so you can have appropriate conversations. Small talk can be a life saver in many situations. It helps ease tense moments, sets others at ease, and helps us become acquainted with others. There are two ways to make initiating small talk a little easier. The first is to be well-informed, as all good conversationalists are. This means being able to discuss topics such as current best-selling books, news events, famous people, fitness crazes, medical and technological advances, travel, and sports. These are all appropriate small talk subjects. The second way to ease into small talk is by asking others about themselves, their family, work, or hobby. If you know that one of your guests or the host is particularly knowledgeable about wines or has wines as a hobby, you might steer conversation to that area. Small talk can often help you to assess your partner - does he/she dominate the conversation or is he/she a good listener, does he/she act in a respectful or demeaning manner toward subordinates? Be sure to follow-up on the business conversation. Take note of what you may need to do after that and be sure to follow through on any requests from your guests, such as making introductions to third parties or finding out further information. 1.2. Asking a person generally about himself/herself is acceptable. However, asking very personal or intimate questions is off-limits. What topics would you discuss with a business partner during the business meal and what with your friends? Mark the correct answer. Topic religious beliefs telling racial, ethnic, and sexually oriented jokes. abortion, women's rights, the rights of homosexuals favourite dishes With a business partner With a friend

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weather hobbies harmful gossip financial situation, money matters , salary someone's weight, height, shoe size, age or mental health. details about a divorce or an affair terminal illness or any illness holidays and tours 1.3. Answer the following questions. 1. Which of the topics from the above table can be considered conversation stoppers in a business setting and why? 2. Why is it important to research your business companions? 3. How can the guests feel if they arrive first to the restaurant? 4. How can a business partner as a host prepay the bill? 5. How can a balance throughout the meal among the business partners be kept? 6. Why is it important to respect the waiting staff? 7. Whats the advantage of the small talk? 8. Explain whats meant by following-up on the business conversation. 2. Inviting business partners for dinner or lunch Here follow the examples of formal and informal phrases used when inviting people for business lunch or some other social events. The form 'would like' is the most commnest one indicating invitation. This form can be used for both formal and informal invitations. Informal Phrases Why don't we + verb? I'm buying. My treat. It's on me. Let's + verb Formal Phrases Would you like to + verb? I'd like to ask you to + verb It would be my pleasure if you would + verb May I have the honor of your + verbing?

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Example: Would you like to join us for dinner this evening? Thank you. Yes, that would be very nice. 2.1. Thanking for Invitations Always thank someone for inviting you to do something. Here are some of the most common forms used to accept an invitation. Thank you very much. That would be nice. Certainly, I'd love to... Sure, that would be great! (informal) Example: Would you like to come over for dinner? That would be nice. Thank you. 2.2. If you are unable to accept an invitation, use one of the following polite phrases to respond. Thank you. I'm afraid I have another engagement. Sorry, I'm afraid I can't. Practice Situations Find a partner and use the above phrases to practice inviting people for business lunch.

invite your boss over for dinner next week (formal) invite an important business partner to have lunch with you (formal)

3. In restaurant
3.1. Mr. Juri invites Mr. Smith for dinner and reserves by phone a table in the restaurant Omorika. Play the dialogue and use the sentences from the table below. Waiter " Omorika restaurant. Good evening. How many people and what time? Yes, that would be fine. A table for three, tomorrow evening at nine oclock, then. Where would you prefer to sit? Could I have your phone number, please? And your name, please? Thank you very much. Goodbye, sir. Mr. Juri Good evening. Could you please reserve a table for tomorrow evening? For nine oclock, three. By the window, if possible. 543-876 Juri. Youre very welcome. Goodbye.

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3.2. Mr. Juri and Mr. Smith come to the restaurant. What does Mr. Juri say?

Waiter: Good afternoon.. What can I do for you? Mr. Juri: ____________________________________________________. Waiter: Heres a table for three. Mr. Juri: _____________________________________________________ . Waiter: Certainly, sir. Please, follow me. Mr. Juri: ______________________________________________________. Waiter: Does this table suit you? Mr. Juri: ______________________________________________________. Waiter: Can you give me your coats? Mr. Juri: ________________________________________________________. Waiter: Youre welcome. 3.3. Mr. Juri and Mr. Smith firstly order an aperitif. What does a waiter recommend and what do they order? Waiter: Here are the menus. Mr. Juri: Thank you. Waiter: Would you like to order an apritif? Mr. Juri:Yes, what can you recommend? Waitr: How about a Martini or Amaro? Or a cocktail? Mr Juri: What cocktails would you suggest? Waiter: Martiny dry and Manhattan are very popular. Mr. Juri: And what is a Manhattan? Waiter: Vermouth, Whisky and Angostura. Mr Juri: It sounds good. Lets have a Manhattan, then, please.

4. Business Conversation at Restaurant Read the conversation at the Omorika restaurant. Mr. Smith Mr. Juri discuss the prospects of their business cooperation during their business lunch. Complete the conversation with the exspressions from the menu card of the Omorika restaurant. J: Where would you like to sit? Shall we sit in that corner? S: Yes, lets sit over there it will be quieter.
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J: Before me get involved in a deep discussion lets order something to eat. (Calling to the waiter) Waiter: (Placing menu cards in front of both of them). Good afternoon. What would you like to order? J: What would you like to eat? A soup to begin with? S: No, thank you. I dont think Ill have soup. Ive never been here before, so I dont know what their specialties are. J: (Reading the menu) would you like to try ______________________ ? S: Let me see. Waiter, are the ________________________ fresh? Waiter: Yes, sir absolutely fresh. Why dont you try some __________________ with________________? S: That is a good suggestion. Lets have______________________. J: All right, you order, David. S: Right. Lets have a plate of___________________, ______________________and an___________________. Ivan, would you like mushrooms or bamboo shoots? J: No, thank you. What youve ordered is more than enough. S : What about something to drink? An orange juice or coke or.. J : Id love to have an orange juice. S: Thats good. Waiter, an orange juice for the gentleman. And a fresh lime juice for me. And please serve us quickly. We havent much time. J : Right Sir. It wont be long. (Writing down the order). S: You were about to make a suggestion about our marketing policy. J: I was wondering whether we couldnt recommend a cut in the price of your package tours. As it is, the profit margin is very small. People are interested in our products but are hesitant to switch over to something new. S: But we could increase the price once we have established ourselves in the market. The waiter arrives with the orange juice. Waiter : Here you are sir. An orange juice for the gentleman and a fresh lime for you sir. J : Thank you. Please hurry up with the lunch order. Waiter : In a moment sir. What will you have for dessert? J: (Looking at the menu again). David, what would you like? _____________________, a _________________ or a ________________________? S: Nothing at all. Thanks. J: (Closing the menu-card and handing it back to the waiter). No dessert, thank you. Waiter: What about coffee? J : Will you have coffee after lunch, David? S: Yes, please. Ill have coffee. Waiter: With _____________________cream or _________? S : Black please. Waiter: And for you, sir? J: Oh! Ill have coffee with milk but please. Be quick about it. The waiter hurries away. S: Im not sure how well it would go down psychologically if we cut on prices. It might
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give people the impression of lower quality. J: Well then. You have to offer other forms of incentives. S: You are right. Weve got to scratch our heads and come up with what is known as a unique selling preposition. J: Ah! Here comes the lunch. Lets leave the business for a while and enjoy our lunch. S : This is delicious. I havent had food which is quite so well prepared as this. J: Im glad you like it. S: Thank you for bringing me here.
WELCOME IN RESTAURANT COLD HORS-D'OEUVRES Caprese salad Carpaccio made with baby beef fillet on ruccola salad with parmesan cheese Goose liver cream with crisp sticks and wine jelly Marinated sea bass in orange juice with almond leaves and emulsion of citrus fruits, honey and olive oil Marinated anchovies Poached sea bass on ruccola salad with pine nuts and seaside herbs Smoked ham Smoked ham roll stuffed with ricotta cheese, hazelnuts and dried figs Garlic flower and octopus salad Bolete salad Raw prawns/scampi with emulsion of citrus fruits, honey and olive oil Ricotta cheese with flambed prawns SOUPS Fish soup Home-made bouillon Daily cream soup WARM HORS-D'OEUVRES Season fried eggs Stuffed Adriatic octopus Puff pastry filled with cottage cheese and truffles in the fresh truffle sauce Istrian kraf (potato batter) without sauce Modern stewed savory scampi with home-made pasta Gnocchi with four cheeses Snail brodetto with polenta Cuttlefish ragout with polenta Ravioli filled with eggplants and pine nuts without sauce Ravioli filled with fish in fennel and smoked tunny sauce Ravioli filled with scampi and pesto genovese Ravioli filled with veal cream without sauce Noodles with boletes Fish rolls Roman gnocchi without sauce Season risotto Vegetarian risotto urlice (home-made pasta) with truffles Pasta with bolognese sauce Pasta with tomatoes OMORIKA MAIN DISHES Gratinated baby beef fillet with herbs and honey on sautd vegetables Oven baked high quality fish fillet with vegetables Lamb Lamb brodetto with cottage cheese and Swiss chard strudel Lamb fillet Game medallions Duck breasts with side dish Duck breasts in orange sauce with potato croquettes Rump-steak aged with side dish 1st category fish 2nd category fish Sea bass roll filled with smoked salmon and spinage with hashedbrown potatoes Veal medallions with fried brie cheese and glazed vegetable Tunny steak Green plate SALADS Season salad CHEESE Dessert cheese with honey or jam Gorgonzola French cheese plate Cheese plate Hard cheese DESSERTS Bavarian cream with wild fruits Figs cooked in prosecco Hazelnut Semifredo with caramel WINE Rich selection of over 150 diverse wines

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4.1. Write the short summary of the above business lunch conversation. 4.2. Select a business topic that you would be interested in to discuss. Write hints related to this topic on a piece of paper and run table discussions with your partner. 5. DINING ETIQUETTE You never get a second chance to make a first impression. In this fast-food era, many people have forgotten or were never taught - the fundamentals of dining etiquette. Which way should I pass? Which fork is mine? What do I do with my napkin? Table manners play an important part in making a favorable impression whether you are having lunch with a prospective employer or dinner with a business associate. Do not place any bags, purses, sunglasses, cell phones, or briefcases on the table When everyone is seated, gently unfold your napkin and place it on your lap, folded in half with the fold towards your waist Keep utensils in the same order they appear on the table Do not rearrange utensils to accommodate yourself if you are left-handed Wait for all parties to arrive before beginning any part of the meal As soon as you are seated, remove the napkin from your place setting, unfold it, and put it in your lap. Do not shake it open. The napkin rests on the lap until the end of the meal. Don't clean the cutlery or wipe your face with the napkin. NEVER use it to wipe your nose! If you excuse yourself from the table, loosely fold the napkin and place it to the left or right of your plate. Do not refold your napkin or wad it up on the table either. Never place your napkin in your chair. At the end of the meal, leave the napkin semi-folded at the left side of the place setting. It should not be crumpled or twisted; nor should it be folded or left on the chair. When you have finished Do not push your plate away from you or stack them up; leave plates and glasses where they are in the place setting To signal that your are done with the course, rest your fork, tines up, and knife blade in, with the handles resting at five o'clock and tips pointing to ten o'clock on your plate

5.1. Table setting

The illustration on the following page presents a formal table setting. It can appear overwhelming but the only thing you have to remember is: eat to your left, drink to your right. Any food dish to the left is yours, and any glass to the right is yours. Starting with the knife, fork, or spoon that is farthest from your plate, work your way in, using one utensil for each course. If you remember the rule to work from the outside in, you'll be fine.

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Pass food from the left to the right. Always say please when asking for something. Be sure to say thank you to your server.

5.1.1. Formal table setting

5.2.2. Additional tips on being a good and polite host Responses to rudeness - if you are asked a rude question or are the recipient of a tactless comment: - do not respond to or acknowledge the question or comment - reply in a very vague manner or give them no answer at all - say that you don't want to discuss an issue Monitoring conversations - your job as the host includes mediating conversations if the need arises: - switch to a lighter topic; - end the chitchat and get on to business; - - make sure everyone is introduced to everyone else; and - make sure that everyone is involved in conversation. You don't want to leave one or two people out of a conversation because they are shy or unfamiliar with the topic being discussed. Include them in a conversation by starting it with something you know they are involved or interested in.

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Maintaining confidentiality - With the close proximity of tables in many restaurants today, check around to see who is near. Confidentiality is important. It is wise not to discuss anything that may be even slightly confidential when dining out in a restaurant. Also, be conscious of your voice level and speak softly. Translate in English. 1. elite li toeno ili pivo u boci? 2. Ako radije jedete ribu, preporuujem Vam oradu ili brancina na aru. 3. Uz ribu uvijek pijem bijelo vino, a uz divlja crno. 4. Jeste li ve naruili? Ne, jo nismo nita odabrali. 5. eljeli bismo Vam nazdraviti; ivjeli! 6. Hvala Vam na pozivu. Nadam se da u Vam se uskoro revanirati. 7. Ovaj restoran je poznat po domaim sastojcima i zdravoj pripremi hrane.

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Inquiries to a hotel can be written in a form of a letter, fax and e-mail. They can also be made by telephone, or in person. A fax or e-mail message can be written in a less formal style than a letter. Inquiries are written to a hotel or a tourist agency in order to get the information needed. In most cases accommodation is requested. In the hotel industry there are two groups of inquiries. The recipient for both of them is a hotel. They can be made by an individual or by a tourist agency, so that we distinguish between the inquiries: 1. individual hotel 2. tourist agency - hotel The inquiry and the response to the inquiry are very important, as they start the business contact between the two parties. Some general guidelines are: - State why you are writing the letter. - Add a more specific description of the services you require. - State your terms. - Ask for more information, catalogues, price list. - End in an optimistic way and request an early reply. SPECIMEN LETTERS OF INQUIRY

1. Requesting offer for group travels Dear Sirs, It gives us great pleasure to inform you that we are going to organize group trips to Opatija from June through September next year and that we have chosen your hotel once again. Period: every week from Saturday 10 th June until 9 th September 20 Services: half board (dinner, accommodation, buffet-breakfast) Group change: each Saturday, arrival at about 07. 30 departure at about 21.30. Room contingent: 3 x single room with private bath or shower/WC, seaview 12 x double room with private bath or shower/WC, seaview We kindly ask you to send us your reply for the above-mentioned period as soon as possible. Thank you for your efforts. With kind regards,

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2. Requesting an offer for a group travel Dear Sirs, lease send us an offer according to the following data: Arrival: 13 th 05. 20.. Departure: 16 th 05. 20.. Room contingent: 18 double rooms and 5 single rooms Services: 3 x accommodation on half board basis in rooms with bath or shower/WC We are looking forward to your reply. With kind regards, 3. Requesting reservation for a group travel Dear Director , Our agency intends to organize a coach tour through Croatia with a two day stay in Zagreb for about 40 persons in the second half of May. Please inform us if you can reserve the following services for the group: Accommodation: 8 single rooms and 16 double rooms Period: Arrival 19 th May in the evening. Departure 21 st May after lunch. Services: Two full boards For the driver and the tour guide two full boards free of charge are expected. If your terms are satisfactory to us, our bank will be ordered to remit a deposit of euros at once. We are eagerly awaiting your reply. Best regards, 4. Requesting accommodation for a party of 50 persons Dear Sirs, Please let us know as soon as possible if you have vacancy for 50 persons from 05 th 07 th November 20.. . We look forward to your reply by e-mail to the address , telephone call to the number or fax to the number and remain With kind regards,
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5. Requesting accommodation for a party of 30 persons Dear Director , Please send us your offer for a party of 30 persons on a half board basis in double rooms. We will also need some truckle-beds and two cots. If there are no vacancies in your hotel for this period, please recommend another hotel in your vicinity. With kind regards, 6. Requesting a full board rate for a double room Dear Sirs, In August I am going to spend about three weeks in your hotel with my wife. Please let me know the full board rate in your hotel for a double room with a seaview, balcony, shower and WC. I would also ask you to send me your brochure. Thank you in advance for your efforts. Best regards, 7. Requesting cooperation, winter 20../20.. Dear Sirs, From the brochure Snow Holiday" we chose your hotel to cooperate with in the season 20../20.. . We are a renowned travel agency situated in Rijeka specializing in skiing programmes in all the famous skiing centres in the world. Our programmes are sold throughout Croatia. We hope that you will be interested in cooperation with us and that you will send us a brochure with a precise description of your facilities. The most popular periods for our clients are: 30.12.20.. - 06.01.20.. 06.01.20.. - 13.01.20.. 24.01.20.. - 30.01.20..
We look forward to your reply. With best regards,

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8. Tour through Croatia Dear Sirs, We have an inquiry for a group going on a tour of Croatia in the period from 31.08. 19.09. 20 During the tour they will be staying in a hotel in Zagreb as follows: 31.08. - 01.09.2005, 1 x half board Accommodation in at least a 3 star hotel There are 42 persons in the party and they would like to be accommodated in 18 double and 6 single rooms. If you can accomodate us, please send us an appropriate offer as soon as possible. Please also inform us as to how the meals are served.
With kind regards,

9. Inquiry for a group of pupils Dear Ms , Please send us an offer for a group of pupils as follows: Destination: Hvar Period: 15. 06. 19. 06. 20.. Number of persons: 44 pupils, 4 teachers (1/1), 1 driver (1/1) Services: 4 x overnight stays on half board basis in a good two star hotel, all rooms with shower/WC Please let me know about any supplement for a single room and how many complimentary arrangements you could provide for our group. Thank you for your prompt reply. With kind regards, EXERCISES 1. Insert missing words: new, sincerely, you, please, needed, two, as, attention, myself, room, brochure, month, advance, hope, prices. Dear Sirs, Would you (1) _________ be so kind (2) ______ to send me a (3) ___________ with your (4) ________for the (5) ________ season. The accommodation (6) ________ is for (7) ________ people in one (8) ________, my daughter and (9) __________ , during the (10) ___________ of July.

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I (11) _______ to hear from (12) _______ and thank you in (13) __________ for your (14) ___________. Very (15) __________ yours Tim McCartney

2. Match the definitions and the terms. 1. suite 2. quotation 3. self-catering flat 4. twin room 5. double room 6. vacancy a) empty, available place or room b) set of rooms in a hotel c) estimate of the probable cost of something d) a bedroom with one large bed for two persons e) a bedroom with two single beds f) apartment where you rent accommodation but cook your own meals g) that is neither very good nor very bad h) a small magazine or book containing pictures and information about sth. or advertising sth.

7. moderate (adj.) 8. brochure

1 b

3. Write a letter of inquiry. Following notes should help you: From: Mr and Mrs Morse, 22 Park Lane, London W1A 2HH To: Bel Sito Hotel, San Marco 2517, I-30124 Venezia, Italy Reason for writing: two week holiday in July Material asked for: brochure and tariff Accommodation needed: double room with bath with view over the lagoon 4. Insert the given prepositions: about, with, for (2), in, by, of, to, from. 1. 2. 3. 4. 5. The accommodation is ______ two people ____ one room. Send me a brochure ______ your prices ______ the new season. We were given your name ______ a client ____ yours. Please send us information ______ your hotel. We look forward ____ hearing ____ you very soon.

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5. Translate the following letter of inquiry in English. Potovane dame i gospodo, Va gost gospodin Peter Bond nam je dao Vae ime (u pasivu!). eljeli bismo provesti dva tjedna u Vaem hotelu u kolovozu. Molimo vas informaciju o Vaem hotelu ukljuujui cijenu za dvokrevetnu sobu. Bili bismo zahvalni na brzom odgovoru. Sa tovanjem Gosp. i ga. Bond
USEFUL PHRASES/ SENTENCES a) 1. 2. 3. 4. 5. 6. 7. 8. 9. b) 1. 2. 3. 4. 5. 6. 7. c) 1. 2. 3. 4. 5. OPENING We would like to spend . We were given your name by I have seen your advertisement We are planning to spend We are organizing As I mentioned in our telephone conversation We are a tour operator company It is time for us to plan our tours to We have been planning tours STATING ACCOMMODATION NEEDS I will need a double room with bathroom for my husband and myself and a single room with shower for my son of 18. We would be interested in a twin-bedded room with a sea view at a moderate price. The accommodation needed is for two people in one room. I need a quiet single room with bath for 8-10 days at the beginning of October. We require accommodation in single rooms for one hundred people on a full board basis from 5th to 12th August, or alternatively, from 5th to 12th September. We shall require 20 double rooms with bath for single or double occupancy. The groups will need 6 single rooms and 25 twin-bedded rooms with bath or shower. ASKING FOR SPECIAL SERVICES Let me know if you have special packages for Christmas and New Year. We will also need a convention room with the basic technical equipment. Could you offer transfer service from and to the airport? We might also be interested in half-day and full-day excursion tours to tourist places outside Rome. Kindly inform us about the possibility of organizing individual and group sightseeing tours of the city departing from the hotel.

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d) 1. 2. 3. 4. 5.

ASKING FOR BROCHURE AND TARIFF Would you please be so kind as to send me a brochure with your prices for the new season. Kindly send me a brochure and tariff with terms for full and half board. We would appreciate receiving a brochure with your terms for half board. Please send us your hotel brochure and tariff. I should be very grateful if you would send me brochures for your hotel together with your tariff. CLOSING We look forward to hearing from you. I look forward to a prompt reply. We hope to hear from you soon. We hope to hear from you and thank you in advance for your attention. I should be very grateful for an early reply.

e) 1. 2. 3. 4. 5.

a) 1. 2. 3. 4. 5. 6. 7. 8. 9. b)

UVODNI DIO UPITA Voljeli bismo provesti Vae ime nam je dao/la Va oglas sam vidio Planiramo provesti Organiziramo . Kao to sam spomenuo/la u telefonskom razgovoru Mi smo tour operator . Vrijeme je da ponemo planirati putovanja u . Planiramo putovanja IZRAAVANJE SMJETAJNIH POTREBA

1. Trebat u dvokrevetnu sobu za mua i sebe i jednokrevetnu s tuem za mojeg 18-godinjeg sina. 2. Interesirala bi nas dvokrevetna soba s pogledom na more po umjerenoj cijeni. 3. Trebamo smjetaj za dvije osobe u jednoj sobi 4. Trebam mirnu jednokrevetnu sobu s kupaonicom na 8-10 dana poetkom listopada. 5. Trebamo smjetaj u jednokrevetnim sobama za sto ljudi na bazi punog pansiona od 5. do 12. kolovoza ili alternativno od 5. do 12. rujna. 6. Trebat emo 20 dvokrevetnih soba s kupaonicom za jednu ili dvije osobe. 7. Grupe e trebati 6 jednokrevetnih soba i 25 dvokrevetnih s kupaonicom ili tuem. c) 1. 2. 3. 4. 5. INFORMIRANJE O POSEBNIM USLUGAMA Informirajte me imate li posebne aranmane za Boi i Novu Godinu. Takoer emo trebati kongresnu dvoranu s osnovnom tehnikom opremom. Moete li ponuditi prijevoz s aerodroma u hotel i iz hotela na aerodrom? Takoer bi nas interesirali polu- i cjelodnevni izleti u turistika mjesta izvan Rima. Budite tako dobri i informirajte nas o mogunosti da se organiziraju individualna i grupna razgledavanja grada koja bi polazila iz hotela.

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d) 1. 2. 3. 4. 5. e) 1. 2. 3. 4. 5.

INFORMIRANJE O PROSPEKTNOM MATERIJALU I CJENIKU Da li biste bili tako ljubazni da mi poaljete prospekt s cijenama za novu sezonu. Budite dobri i poaljite mi prospekt i cjenik za puni - i polupansion. Bili bismo zahvalni kada bismo primili brouru s Vaim cijenama za polupansion. Molim poaljite nam prospekt hotela i cjenik. Bio bih veoma zahvalan kada bi mi poslali prospekte Vaeg hotela s cjenikom. ZAVRNI DIO UPITA Nadamo se da ete nam uskoro odgovoriti. Veselim se brzom odgovoru. Nadamo se da ete se uskoro javiti. Nadamo se da ete se uskoro javiti i unaprijed zahvaljujemo na panji. Bio bih zahvalan na brzom odgovoru.

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