Notesale: Turn your study into money

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Office de la Formation Professionnelle
et de la Promotion du Travail
OFPPT
INSTITUT DE TECHNOLOGIE APPLIQUEE
ALADARISSA FES

Réalisé par : AZAMI Zakia

Pour la filière : TSCO

Année de formation : 2006-2007

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But
other trainees from other fields of study can read it and develop their english level
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* This reference is not suitabble for elemntary trainees who have problems with
grammar
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* The content of the refernce is rich of many topics which help the trainees to build an
to enrich their english vocabulary in general and the business vocabulary in particular
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They are required
to take enough time to read, to do research to ask questions and to try to find answers
many times
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* Trainees should be aware that the study of languages in general and the english
language in particular and to be skillful in them is an obligation dictated by the
universal and the local geographical, social, historical and economical contexts the
influence of which we live under
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* This reference is only a humble effort compared with my ambition to write a more
developped one which, sure, requires many means and a
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* The units are not ordered according to level of difficulty
...
It could be used selectively and
flexibly in accordance with the special vision of each of my collegues « the trainers »
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Yours Faithfully
Zakia AZAMI

Trainer of

English

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REVIEW
To do this review, trainees should respect the following :

1
...

2
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1
‘…………
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’
A Is Susan workin B Does Susan work
C Does work Susan ?
1
...
What…………………
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3 John………………
...

A
...
4
How……………
...
1
Jim is away on holiday
...
to spain
...
2
Everything is going well
...
any problems so far
...
3
A Linda has lost her passport again
...

2
...
……………… ?
A Are you running
B Have you run C Have you been running
Future
3
...

A I’m not working
B I don’t work C I won’t work
3
...
you with it
...
I’m helping
B I help
C I’ll help
3
...
be nice later
...
4
‘ Ann is in hospital
...
her tomorrow
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1 The fire spread through the building quickly but everybody……………
...
2 The phone is ringing
...

A
...
3 Why did you stay at a hotel when you went to New York ? You……………
...

A can stay
B could stay
C could have stayed
4
...
I………………
...

A
...
1 I’m not tired enough to go to bed yet
...
to bed now
...
go B went C had gone D would go
5
...
that coat
...

A won’t buy B don’t buy C am not going to buy
D wouldn’t buy
5
...
I would have gone out if I ……
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4 I wish I……………
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It would make life so much easier
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A have

B had

C would have

Passive
We …………… by a loud noise during the night
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2 There’s somebody walking behind us
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A we are following B we are being followed
C we are followed
D we are being following
6
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?’ ‘ In London
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4 The train …………
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30 but i twas an hour late
...
1

Reported speech
Hello, Jim
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Sonia said you………
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A are B were C was
D should be
7
...
and left
...
1

Questions and auxiliary verbs
8
...
?’ ‘Nobody knows
...
2 ‘ Do you know where…………
...
’
Tom has gone B are we going C has gone Tom
8
...
4 ‘Do you think it’s going to rain ?’ ‘………………’
A I hope not B I don’t hope C I don’t hope so
...
1 You can’t stop me…………………what I want
...
2 I must go now
...

A not being B not to be C to not be D I wouldn’t be
9
...
with you or do you want to go alone ?
A me coming B not to be C that I come D that I will come
9
...
I clearly remember …………it
...
1 Call an ambulance
...

accident
B an accident C some accident
10
...
’
A a bread
B some bread
C a loaf of bread
10
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She’s………………
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A

10
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A in B for C a D
the

Pronouns and determiners
I’m going to a wedding on Saturday……………
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A A friend of me
B A friend of mine C One of my friend
11
...
this evening ?
A meet
B meet us C meet ourselves
11
...

A It must be B There must be C There must have D It must have
11
...
He never does…………work
...
1

Relative clauses
12
...
have unhappy endings
...
2 I didn’t believe them at first but in fact everything……
...

A they said B that they said
C what they said
12
...
4 Colin told me about his new job, ……
...

A that he’s enjoying
B which he’s enjoying
C he’s enjoying
D he’s enjoying i
Adjectives and adverbs
13
...
She’s………………because she does the same
Thing every day
...
2 The woman was carrying a …………
...

A black small plastic B small and black plastic C small black plastic
D plastic small black
13
...
She speaks……………
...
4 He…………………
...

A tried hard
B tried hardly C hardly tried
Conjunctions and prepositions
14
...
2
14
...
4

I couldn’t sleep………………very tired
...
stolen
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You……………you’re a member
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She got married………
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A when B as

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1
15
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3

I’ll be at home………
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You can phone me then
...
the end of January
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Venice
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4 Have you read any books …………
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BUSINESS VOCABULARY
1
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Placement
Politique douanière
Politique fiscale
Prêt
Producteur
Production en volume
Production intérieur, nationale,
Production
Produit (industriel)
Produit agricole
Produi tde base
Produit de luxe
Produit fini
Produit semi-fini
Produits de grande consommation
Produits de première nécessité
Produits laitiers
Produits ménagers
Rente
Représentant
Services
Sous-traitance
Sous-traitant
Taux d’intérêt
Titre
Troc
Unité de production
Valeur(boursière)
Vendeur, -euse
Vente
Zone, région
Accord bilatéral
Bloc
Cartel
Accords de compensation,
contrepartie
Union douanière
Dérèglementation
Industrie nationale
Libérté économique
Pays emergeant
Concurrence loyal
Libre concurrence
Libre-échange
Zone de libre échange
Mondial
Global (to go)
Globalization
Devise forte
Commerce dirigé

investment
tariff policy
fiscal policy, taxation policy
loan
producer, manufacturer
in bulk production, output
domestic output, national production
output, production
product
produce
basic commodity
luxury goods
finished product
semi-finished product
mass consumption goods
staple goods, staples
dairy produce
household goods
revenue
représentative, agent
services
subconstracting
subcontractor
interest rate
security
barter
production unit
security
salesman, -woman, seller
sale
area
bilatéral agreement
bloc
cartel
countertrade
customs union
deregulation
domestic industry
economic freedom
emerging country
fair competition
free competition
free trade
free-trade area
global
se mondialiser
mondialisation
hard currency
managed trade

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market economy
member state
non-tariff barrier
planned economy
player
privatization
private sector
public sector
to privatize
regulatory agency
restraint of trade
restrictive practise
soft currency
supply and demand
tarrif barriers
tariff walls
tax-haven
trading bloc
trading partner
trust
unfair competition
unfettered
world trade
bankruptcy
subsidiary, affiliate
firm
merger, amalgamation
earnings
group
strike
stiker
joint venture
the shopfloor
the well-off
the lower classe
the ruling class
the middle class
management circles, quarters
the public authorities
workforce, manpower

Up and down

A/ monter, augmenter
To go up
To rise
To icrease
To move up
To inch up
To surge

augmenter petit à petit
monter soudainement

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- An increase in production, or a production increase
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5 (two point five) per cent
0
...
5 (zero point five) per cent or 5 % (point five)
10 000 is written in English 10,000
5 000 livres = £ 5,000
2 millions de dollars = $2 million ou $2 m
Pay attention also to :
Des centaines/milliers/millions/milliards de dollars :
Hundreds, thousands etc
...
Maybe that is why there is
such confusion, about what managers call themselves
...

Non executive chairmen are rare in America, but popular almost everywhere else
...
Many big
companies in continental Europe have two chairmen, because they have two boards,
which actually runs the company
...

 Vice-chairman or deputy chairman
...

 President
...
In
America he is often nimber two, unless the chairman also wants to be called president
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In Britain the title is virtually unknown
...
In America always the boss
...
In theory, he is held in check by the board’s nonexecutive directors
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This is also used mostly in America, where the COD
(often the president) runs the company on a « day to day » basis and reports to the
CEO
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Managing director
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In Japan there is also the « managing director with usual responsibilities »(CEO)
...


F/ Abbreviations
BROS
...
L
...
, plc = Public Limited Company (in the UK)
INC = incorporated
...

M
...
= Memorandum of Associations
A
...
= articles of association
A
...
M
...

C
...
O = Chief Executive Officer (Président ou PDG)
C
...
O
...
L
...
F
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2
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Companies Laws
A
...
General
Under Moroccan law, the primary types of corporate structues available are :
Limited liability companies ; private limited companies ; limited partnerships with shares ;
general and limited partnerships ; and joint-ventures, all of the same nomenclature
...

A
...
Limited Liability Company
Limited liability companies(SA) must have a minimum of five shareholders who can be either
legal entities or individuals
...
If it is paid in
contributions in kind, it must be fully paid upon incorporation
...
The minimum share value is 50MDH
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A
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Private limited Company
The Private Limited Company(SARL) is an intermediate type between associations of persons
And of capital, bearing resemblance to both partnerships and share copanies
...
It may be fored by two or more members who are only liable to the amount of their
share of the equity capital in the company
...

The private limited company must file a memorandum of association as part of its
incorporation process
...
Stocks shall have the same face value and are not negotiable ; they may be
transferred only through contracts
...


B
...
Partners may be individuals or corporations in general
partnerships
...
2 Limited Partnerships with shares
This corporate for mis essentially ajoint stock company wherein the capital is divided into
shares to be held by active and inactive partners
...
The limited partnership
with shares is operated by the active partners or by external managers
...


C
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D
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The Moroccan branch, however, has to disclose certain details regarding its parentcopany, its representatives an dits delegated powers
...


E
...
In a sole proprietorships, the
business is conducted under the responsibility of an individual personally liable for the debts
of the business to the extent of all business and personal assets
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The globalization of trade
2
...
Environmental issues
4
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Transportation
6
...
Advertising
8
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Export-Import
10
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Industrial relations and Human Resources
12
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The Globalization Of Trade
The keyword in todays’s economics is globalization
...

The market economy is spreading from its traditional strongholds to the
whole world and new areas are being opened up to the law of supply and
demand, and to international competition
...

The official rule of the game is free trade, which is progressively being
introduced in regions that used to be under state-run or planned economies
...
The consequences are manifold in terms of the reduced
economic freedom and scope of action allowed to nation-states, and of the
government protection of domestic industries, local firms and labor forces,
as against the power of multinationals and the « tyranny of the markets »
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The Telecommunication Explosion
The phenomenon of multimedia on personnal computers in the home has
done a great deal to erase many once-clear distinctions
...
Christmas cards are emailed with digitized family snaps
...

Multimedia capacity for home PC sis no longer restricted to
traditional « home » purposes- personal finances, address books or games,
for example
...

Similarly, business-like applications-searchable databases, for instance- are
becoming more common in household management
...

The reason for the rise of multimedia is simple
...
A student studying the
Great Barrier Ree fis more likely to have a vivid memory and better
understanding if the text is accompanied by tidy sound bites and snippets
of colorful video
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Environmental Issues
Today, environmental issues have such an impact on business and
industrial decisions that they have become part and parcel of
economics
...

The compaigns against nuclear power, water and air pollution,
deforestation, strip-mining, the discharge of noxious effluents, the
excessive use of chemicals(fertilizers and pesticides) in agriculture etc
have compelled governments to step in and industries to adapt, out of
sincere belief or through fear of fines and damage to their image
...
More and more people feel that we have a duty to a future
generations to preserve what remains of our natural environment and of
wildlife
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New Economic Sectors
All economic sectors have been influenced by the « death of distance »
...

One of the greatest beneficiaries, in terms of revenue, power and jobcreation, is the field of « infotainment » (information and entertainment)
...
Articles can be read simultaneously in various countries, films
can be seen and music heard by millions of people, sports events can be
followed as and when they occur by a large part of the world population
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It also involves a great deal of paperwork
...
The seller or buyeraccording to which party is responsible for transport arrangement-has to
know how much i twill cost to have the merchandise delivered
...
There will be growh in the long-haul leisure sector
...

Research shows « that the expectations of air travelers are growing in areas
such as levels of comfort, punctuality, queuing, provision of a wide range
of retail services and so on, and that improvements stimulate the demand
for even highere standards in the future
...

For business travelers, phones are becoming common-place, and telefax
machines are beginning to appear, too, particularly in Europe
...


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By
the 1960s, marketers were able to break that anonymous mass into segments
...
They may
know consumers names and addresses, what they buy, what they have stopped
buying and even how they respond to a rise in the price of dog food
...
The
benefits are potentially huge : instead of spending millions on advertising beamed
at people who may be indifferent or even hostile to it, retailers can use databases
to help them hang on to their existing customers and persuade them to spend
more
...
But it is not trouble-free : databases are expensive to collect
and analyse, and customers may expect big discounts in return for their loyalty
...


Retailers traditionally think of themselves as merchants, as buyers and
sellers of goods
...
Manufacturers have been nimbler, and many of
them are building databases, offering free samples to persuade customers
to fill in questionnaires
...

But American food and clothing retailers have started to invest in database
marketing as well
...
They also use clubs to promote higher-margin items an downlabel products
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Advertising
Advertising, when broadly considered as a means to communicate a
message about a product, can be traced back to the emergence of a market
economy, to the very beginning of bartering, not to mention buying and
selling
...

A more relevant definition of advertising today might be as follows : any
paid form of non-personal communication through the mass media
about a product by an identified sponsor
...
Things, however, are
not that simple ; advertising indeed is only one of the many factors that
affect sales ; prices, tradition, weather conditions, changes in distribution
to supermarkets and in the way the product is displayed as well as many
other factors also play a part
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BAKING AND Means OF Payment
Historically speaking, banks can be traced back to the days when religious
people lent their assets-often in the shape of perishable goods-to the people
who needed them in return for a promise to be « paid » back the goods
under consideration along with a slight increase in the amount lent ; this
was meant to be a fee of sorts to pay for the service provided
...

Today, the banking sector still performs such tasks but no longer does it in
the name of a god or a divinity
...

Banks can be roughly divided in accordance with the type of customers
they cater for
...


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Establishment of a foreign Relationship
A firm may make an export decision in order to improve its sales, increase its
productive and innovative capacity, which may generate the creation of jobs
...
The
opportunity may be a business contact supplied by an embassy or a chamber of
commerce, a fair, an exhibition or a show
...

I
...
Feasibility Studies
The firm will initiate a feasibility study, before trying to take advantage of the
opportunities toexport
...
It will estimate its
financial position by examining previous years’ income statements and balance-sheets
...

At the same time it may be advisable to create an organisation that depending on the
complexity of the firm an dits planned activity, can be a department or division
...
Collecting Data
To make well-informed export decisions involving risks, it is imperative that the firm
collect a variety of data on the market it plans to capture
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Insurance
Insurance is a system in which one party, the insurer, against payment of a premium,
promises the other party, the insured, a service if the risk becomes a reality
...
But the insurer will take steps, if not to remove it
completely, at least to contain it within reasonnable limits
...
This is called a community of
risks
...
His risk can either occur tomorrow, or the day after tomorrow, or never
...

The cost of claims that occur during any given year is called the incurred losses of the
year
...
The insurer also has receipts made up
of premiums paid to him by the insured, together with returns on investments
...

The fixing of premium rates, in other words, the working out of tariffs, is determined
by actuarial procedures
...
However reliable statistics may be, and
however carefully processed and exploitd, differences, known as deviations, will be
observed bwhat is forecast and what occurs
...


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As long as terms of
employment were settled between an employer and an individual
workman, the latter’s position was weak, especially in times of
unemployment
...
Although the first workers’ unions
were created in the second half of the XVIIIth century, the well-organized
trade unions emerged in the XIXth century were marked by violent
demonstrations and severe repressions, which eventually led British
authorities to repeal the Combination Acts in 1824
...

This is considered particularly important for groups who are more likely to suffer
« labour-market discrimination
...
In countries that restrict the right of citizens to his form free
association economic growth goes not seem to ve enough in itself to correct such
problems
...


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Enforcement resources have been inadequate, and civil and
criminal penalties have not been stiff enough to provide sufficient deterrence
...
S
...
The agreement’s strong anti-piracy provisions mandate both statutory and
actual damages under Moroccan Law for IPR violations
...
Each government also
commits to granting and maintaining the right for authorities to seize forfeit, and
destroy counterfeit and pirated goods and equipment used to make them
...

The FTA further expands the protection of trademarks, copyrights, patents and trade
secrets
...


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Comprehension 1
1
...
He works in the Foreign Exchange department
of an International bank in Casablanca
...
His first job was in the Accounts Department in a large store in
Casablanca, but he didn’t enjoy the work there very much because he did the same
thing day after day and he felt that he didn’t have the opportunity to develop
professionally
...
Karim likes everything about this job except the salary
...

He also likes meeting clients and discussing their business or personal financial
problems
...
In his free time, he reads the most impotant financial newspapers and journals and
writes reports about the most interesting articles
...


2
...
Why didn’t Karim enjoy his work at the department store ?
2
...
What does he like least about his job at the bank ?
4
...
Go back to the text above and note down the phrases containing prepositions,
then compare your answers with those of your partner
...
Match up these three prepositions with one of the phrases which follow :
In – at – on
a
...
June
k
...
Spring
g
...
the 20th century
c
...
five o’clock
m
...
night
i
...
midnights
e
...
the afternoon
o
...
Use the appropriate preposition from the list below to fill in the blanks in the
following paragraph
...
So in answer
(3) the worker’s demand, every boss, in every department promised that he/she would
listen (4) every worker and that he /she would take the responsibility (5) the failure or
the success of talks with the workers
...
So to avoid a
quarrel (8) the management and to prove that the trade union was qualified (9) finding
solutions to any problem, the Union leaders wrote a meme to all workers saying that
there was an urgent need (10) a massive meeting to put an end to all these problems
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Comprehension 2

1
...
What are the products that you think our country imports ?
What are the reasons ?
2
...
Is importing products good or bad for a coutry ? Prepare your
arguments and be ready to report to the class
...
Survey the text by reading the first sentence of each
paragraph
...


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Internatioal trade is concerned with the buying and selling of goods and services between
different nations
...

Most countries rely on others to provide them with supplies of many raw materials and
foodstuffs and manufactured goods which they cannot produce themselves
...
Trade is particularly important to most countries
...
The reasons are as follows :
- Most countries have important populations and produce only part of their foodstuff
...

- Most countries cannot satisfy all their requirements for raw materials such as iron, copper,
raw cotton
...
These raw materials have to be imported from all
parts of the world
...
Many people are employed in producing cars and trucks, TVs, radios and shoes, and
in providind services for other countries, such accounting, banking and insurance
...
Without international
trade, the standar of living of people in all countries would be lower
...
Free Trade allows countries which do not have the right climate, or which do not possess
the necessary raw materials, to produce certain commodities
...
This allows these countries to have a
larger market and therfore produce larger quantities of their goods
...
A direct consequence of
large markets and large production ( and therfore cheaper googs and services) in the increase
in yhe standard of living of the people who buy them
...
Trade restrictions may be introduced for the following reasons :

- to make import products expensive and avoid deficits as far as possible
...

- to prevent dumping( which means a foreign product is solda t a very low price in a
Country that produces that same product)
- to protect declining industries ( industries which are not doing very well), jobs(people
Who work in those declining industries) ; and key industries(for example, agriculture,
Which is relied upon in case of a war of international crisis)
- to counter restrictions imposed by other countries
5
...
This tax allows
To icrease the the revenue for the government an dit raises the price of imports, wich
Limits the quantities of imports being purchased
...


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3
...

4
...
Correct these false statements
...
International trade means buying goods and services from other coutries
...
Only a small number of coutries need to trade internationally
...
once a country has manufactured googs, it rarely needs to sell them to other countries
...
The only goods that most coutries import are raw matrerials
...
Services in international trade are limited to the banking sector
...
The more goods a country produces, the more expensive they get
...
Agriculture is not cinsidered important by the governments
...
What do the following words or expressions in the text refer to ?
a
...
these (paragraph2)
c
...
this (paragraph 3)

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TRANSLATION 1
THE LANGUAGE OF ECONOMICS :
Exercise 1 :
Translate into english the following key sentences :
1
...

2
...
Des informations inquiétantes font état d’un désordre croissant et de licenciements
généralisés
...
Le chômage a augmenté peu à peu pendant toute l’année
...
Le gouvernement envisage actuellemnt un blocage des salaires
...
Il faudra recouvrir à un certain nombre de mesures de relance si l’on veut
Redresser l’equilibre du pays
...
La confiance ne se rétablit pas du jour au lendemain
...
Le ralentissement des affaires préoccupe sérieusement les milieux gouvernementaux
...
Le produit national brut (P
...
B) a augmenté de 5,25%
10
...


Exercise 2 :
Select the most appropriate answer
...
An economy allegedly regulated by the law of supply and demand is …
...

a
...
marketing
b
...
managed
2
...

a
...
kindled
b
...
flopped
3
...
is the key to economic growth
...
settling
c
...
building
d
...
The price we paid five years ago was 2
...
1 m in ……
...
actual terms
c
...

b
...
real francs
5
...

a
...
purchaser’s market
b
...
consumer’s market
6
...
lump
c
...
stump
d
...
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TRANSLATION 2

THE GLOBALIZATION OF TRADE

THE INTERNATIONAL DIVISION OF

LABOUR
THE TELECOMMUNICATIONS EXPLOSION

Translate into french the following extracts :
For a variety of reasons, but most importantly
Because of rapid technological progress,
the world is on its way to becoming a single market for goods,
capital and commercial services
...
650 ;

approximately 6 billion
...


Whereas in most developed countries the population is now stable, it is groing fast
in many developing countries
...
mail, sending a document to the
other end of the world only costs the price of the
local call between the
Subscriber and his/her Internet service provider
...
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TRANSLATION 3
EXPORT-IMPORT

Translate into french
1
...

2
...

4
...


Are you intending to bid on this project ?
The loans should cover all our needs
...

The main terms of quotation are FOB and CIF
...


2
...

In reply thereto, it is with pleasure we enclose a proforma invoice from
which you will see that the price for X is £ x
...
The price quoted
compares favorably with those ofour competitors and the equipment is
for the very best workmanship
...
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...
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...
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...

Business letters are sometimes called « snail-mail » (in contrast to e
...
Business
people also read letters on a daily basis
...

Here are some examples of senders and recipients :
 business/business
 business/consumer
 job applicant/company
 citizen/government official
 employer/employee
Why write Business letters ?
There are many reasons why you may need to write business letters or other
correspondence :
To persuade
To inform
To request
To express thanks
To remind
To formalize decisions

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...


DEANS

BOOKS

8 Dukery Gate
London
SW 2P 4YX
Director : Michael C Dean
Tel 031 557 4571

2
...


21 April 2006

4
...


Attention : Ms Helmtraud Schultz

6
...


DEANS MEDICAL DICTIONNARY

8
...

I am sending you a copy under separate cover along with our
Advertising material and 2006 catalogue
...

If you have any questions or would like more information on any
Of our publications, please do not hesitate to get in touch
...


9
...
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10
...


Doris Tate
Export Manager



1
...
address
5
...
salutation
7
...
body of the letter
9
...
Sender’s name and his job

Some useful vocabulary and key expressions
IN COMMERCIAL OFFERS
■We think you may be interested in
...

■We have in stock
■We are prepared to make you special offer……
■We grount a discount of ……% on the catalogue prices……
...

■Our prices are marked on the samples………
...
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...

Become a more assertive or persuasive presenter, a more attentive listener, a
clearer writer an a strong communicator …no matter what your position or
profession
...
Business conversation skills when English is a Second language
When English is your second language, simply learning how to write business
documents is no enough
...
with confidence
...
Some steps to start with :
- Be able to express yourself in a way that will increase self-confidence in
speaking to upper management and colleagues on a dailybasis
...

- Develop skills to recognize different styles and guidelines in business
conversations
...

- Increase your knowledge of body language and non-erbal communication
...
Learning objectives :
-

Understand Cultural Differences in Conversation
...

Understand and Overcome Barriers in Nonverbal Communication
Master Problems in listening to and Understanding Others
...


-

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- Understand the basic Goals of Business conversation and the pitfalls of
-

Fancy words and Technical Terms
...

Choose simple & straightforward vocabulary instead of More Formal
language
...

Know the difference between words that are often confused for one
another
...

Use Humor in Business conversation in a Mild Manner that does not
offend people
...
Techniques for Effective Business Conversation
-

Speak clearly and Emphasize key points in a Business Conversation
...

Establish your credibility
...

Follow Effective Guidelines
...


6
...

Strengthen the power of your eye contact
...

Use posture, movement, and a Broad smile to give energy and confidence
to your business conversations
- Identify and eliminate any nervous gestures you may have
...
Problems in listening in a business conversation
- Adjust your listening to overcome the gap between the speed of talking
and listening
...

- Avoid distractions in listening from being tired, focusing in personal
thoughts, or playing more attention to the speaker than the facts and ideas
...


8
...
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The advent of the global economy is changing the fundamental nature of our governments,
businesses, organisations and populations
...

One of key changes this has triggered is the need to communicate effectively with different
people in different languages and from different cultures
...
Cross Cultural
communication is a must
...
Some aspects of Moroccan Business as seen by foreign eyes :
8
...
Business Attire in Morocco
- Business attire is forma land conservative
...
Women
should wear elegant business suits, dresses or pantsuits
...


8
...
Meetings, Presentations, and Negotiation Tactics
- In business it is extremely important to verify anything that has been agreed to in front of
others as it may not have been a sincere agreement and the person may have no intention of
following through
...

- Since Moroccans judge people on appearance, dress and present yourself well
...

- It is best to avoid scheduling meetings on Friday between 11 :15 a
...
and 3p
...
since most
companies close for prayers
...
The highest ranking person makes decisions, but only after
obtaining a group agreement
...

- Business cards are given without formal ritual
...


9
...
Self-introduction
1
...


A : Let me introduce myself
...
I’m the Financial
Controller of Hi Tech systems consultancy
...
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B : Nice to meet you, Mr
...
I’m Heidi Chan
...

A : How do you do, Ms
...
And you ou are……
...
I am the head of a team of five designers
...
2 Dialogue2
A : Hi, I’m Kenneth Pong, and you ?
B : Hi, kenneth
...
Just call me Wendy
...
What about you, kenneth ?
A : How do you do, Ms
...
Andy ou are…
...
I am the head of a team of five designers
...
TALKING ABOUT YOUR JOB

Jack : Hi Peter
...

Jack : What do your responsibilities include ?
Peter : I’m responsible for systems administration and in-house programming
...
I also provide
information on a need-to-know basis for employees
...

Jack : Do you have to produce any reports ?
Peter : No, Ijust have to make sure that everything is in good working order
Jack : Do you ever attend meetings ?
Peter : Yes, I attend organizational meetings at the end of the month
...
It sounds like you have an
interesting job
...

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Business Phone Etiquette
Etiquette is in essence about proper conduct and presenting yourself
favourably
...
An area in which this is essential is the business phone
call
...
Telephone English – The Phrases
There are a number of phrases and idioms that are only used when
telephoning
...
Can I have extension 3421 ?
Operator : Certainly, holdon a minute, I’ll put you through……
Frank : Bob Peterson’s office, Frank speaking
...
Can I take a message ?
Peter
: Yes, could you ask him to call me at
...

Frank : Could you repeat the number please ?
Peter
: yes, that’s, and this is Peter Jackson
...

Peter
: Thanks, bye
...


As you ca see, the language is rather informa land there are some
important differences to everyday English
...

Introducing Yourself
This is Ken
...


Asking who is on the telephone
Excuse me, who is this ?
Can I ask who is calling, please ?

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...

- Could I speak to… ? ( can I
...
Phrasal
verb meaning’connect’)
- Can you hold the line ?
- Can you hold on a moment ?

How to reply when someone is
not available
...
is not available at the
moment
...
(when the
extension requested is being used)
- Mr Jackson isn’t in… Mr Jackson is
out at the moment…
...
Success on the telephone
You have few problems reading the language or understanding others
...
This is understandable
...
All is not lost, however,
there are some simple steps you can take to improve your telephoning :
1
...
You must
lose your fear of the phone
...
Repeat to yourself « telephoning in English is easy
...

2
...
Alternatively, copy them
and put them next to your phone at work, or take them with you when you’re
travelling
...
Learn some key phrases : As well as key words, there are certain standard phrases
that come up again anda gain on the phone
...
Don’t try to be
too clever on the phone ; stick to the standard phrases
...
Start and finish well : A confident opening is important
...
Schroder from Dusseldorf
...
Try to avoid saying « My name is… », this sounds less
professional
...
» If they thank you, the answer is « you’re welcome »’ not « please
...
Learn to control the call : Native speakers of English speak too quickly and not
clearly enough
...
Phrases
such as : « I’m sorry, I didn’t catch that » and « I’m sorry, could you speak a little
more slowly » will help you to control the situation
...


3
...
Follow this outline to makesure that the person who should receive your message
has all the information he/she needs
...
Introduction…Hello, this is Ken
...


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...
State the time of day and your reason for calling…
...
I’m
phoning(calling, ringing) to find out if…
...
/ to tell
you that…
...
Make a request …
...
?
4
...
My number is……/ you can reach me at…
...

5
...
Thanks a lot, bye
...


4
...
I’m afraid
I’m not in at the moment
...
(beep)
...
It’s about noon and I’m calling to see if
you would like to go to the Mets game in Friday
...
I’ll talk
to you later, bye
...
A telephone communication
Telephone Banking
Representative : Hello
...
I’d like some information on the telephone banking services
Offered by your bank
...
What is your account number ?
Customer : At the High Street Branch
...

Customer : That’s great
...

Customer : How do I choose which option I want ?
Representative : You can check your balance, pay bills, order a statement or
even transfer money to another bank
...
What about getting help if I have any Problemes ?
Representative : There is an automated answering machine and staff available
9 to 5 seven days a week
...
I’d like to sign up
...
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Representative : All right, can you answer a few questionq please ?
Customer : Certainly…
...
com
* english-coach
...
com
* free-english
...
com

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