Saab-Scania is the sign of tradition and financial strength

Е.В. ХАРИНА

ДЕЛОВЫЕ ПЕРЕГОВОРЫ

На английском языке

Учебно-методическое пособие

для студентов экономических вузов

Содержание

Предисловие . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4

Unit 1

Task 1 Negotiations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Task 2 The most important elements of negotiations. . . . . . . . . . . . . . . . . . . .7

Unit 2

Task 3 At the Office . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Unit 3

Task 4 Our Company . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Unit 4

Task 5 Presentation of a new product. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Unit 5

Task 6 Discussing the order. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Unit 6

Task 7 Discussing the price problem. . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . 23

Unit 7

Task 8 Discussing the guarantee period. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Unit 8

Task 9 Complaints and claims. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .30

Unit 9

Task 10 Packing and marking. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Unit 10

Task 11 Contract. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

UNIT 1

Task 1

Read and translate the text

NEGOTIATIONS

In business you don't get what you deserve,

You get what you negotiate (Ch. Karrass)

Negotiation isn't something reserved for diplomats and labour relations people. We all negotiate, and we all spend a great deal of time at it. We negotiate in our personal lives. We negotiate in business with the people we buy from, and the people we sell to. We negotiate with our own bosses. We negotiate with our own employees, time and time again. Good negotiators are successful people. And good negotiators aren't born. They are trained in strategies, techniques, tactics, tips and skills of effective negotiating. They get what they want by negotiating.

Your agreements, understandings and relationships mean the difference between success and failure. Poor agreements with other individuals and companies are always breaking down. They bring nagging (to nag - придираться) dissatisfaction and aggravation into your business and personal life. But good agreements help you reach and exceed your own objectives; and they leave the other party gaining more satisfaction at the same time. This is true whether you are:

• Persuading others to work with and not against you

• Working on a problem with someone important to you

• Breaking or avoiding a serious deadlock (a difficult situation offering no workable escape).

• Managing and supervising those responsible for doing the work properly in your organisation, in other departments and on the outside

• Finalising and administrating simple or complex contracts

• Determining the price and terms at which you buy or sell

• Setting or meeting budgets

There are different approaches to negotiating but the one presented here aims towards mutual advantage, long-term business relationship. This collaborative rather than a confrontational approach suggests realistic and clear strategy of pursuing own interests while maintaining good human relations with negotiating partners whose interests conflict with yours.

Exercises

1. Read these words. Make sure that you know the following words. Try to memorize them.

negotiations – переговоры

to negotiate – вести переговоры, договариваться

negotiator – лицо, ведущее переговоры, посредник

labour – труд, трудовой

employees – служащие

employer – предприниматель

tips – советы

skills – умение, мастерство

aggravation – ухудшение

dissatisfaction – недовольство, неудовлетворенность

to exceed – превышать, преувеличивать

objectives – цели, стремления

to gain – выигрывать, добиваться, извлекать пользу

deadlock – тупик, безвыходное положение, застой

escape – бегство, побег, уход от действительности, спасение

approaches – подходы, подступы

collaborative – сотрудничество, совместная работа

pursuing – преследование

persuade – убеждать

2. Give Russian equivalents to these words.

Employees, tips, skills, negotiator, labour, to negotiate, to exceed, negotiations, objectives, to gain, deadlock, escape, approaches, persuade.

3. Translate into English.

Тупик, убеждать, цели, добиваться, ухудшение, советы, посредник, мастерство, переговоры, служащие, вести переговоры, рабочий, предназначать, подходы, извлекать пользу.

4. Answer the questions and retell the text.

1. Where do we negotiate?

2. How are good negotiators born?

3. How do good agreements help us?

4. What tips can be used by you if you want to reach and exceed your objectives?

Task 2

Read and translate the text

THE MOST IMPORTANT ELEMENTS OF NEGOTIATIONS

IDENTITY- If you don't identify the person you may waste a lot of time before you understand that they don't have the necessary authority to negotiate. At the same time it's important not to underestimate the value of talking to a subordinate. Not to sound too straightforward use very neutral enquiries like:

• "Perhaps you could draw me a little organigram of company (organisational chart) and show me where you fit in?"

• "If we should reach agreement what other stages would we need to go through before finalizing the deal?"

• "Do you think there might be anyone else who would find our conversation useful?"

• "Could you tell me something about the purchasing arrangements in your company?"

Sometimes you can check authority to negotiate more directly: - "Before we begin, are you sure you are in a position to conduct this negotiation?" If you see this is a wrong person it is not the best way to say: "Goodness! Is that really the time! I must be going!" That won't make you any friends! You discover that the person you've been talking is the manager's assistant and has no authority to negotiate. Then if he says: "Well, then, what terms are you offering?", you may answer: "I'll send them to the office later". Or: "We could reach the final decision with Mr.Smith and you". Or: "What kind of discount would you offer for large orders?"

• "I'll send 2 copies to your office, for you and Mr.Smith".

MESSAGE - is a signal sent consciously or unconsciously between the parties who are negotiating. It can be a response to an offer or it can be an inquiry to try and find out, which movement there might be on a particular issue. The key point about the message - it is never communicated in plain language. It is a code and should be decoded. Messages in business negotiations tend to be more subtle. But careful listening will usually reveal an indiction of the speaker's intentions and will help the negotiations: "We don't negotiate on price" means that hidden within that flat statement is the message that all other aspects of the deal can be negotiated. Even intonation and stress are very important in hidden messages in statements. Messages are passed constantly from one side to another and the experienced negotiator listens carefully and decodes what he hears:

OFFER - when each side suggests most favourite positions. Make your position clear and then go to specific points. What you ask is most reasonable what you can expect. After a statement negotiations start and offers follow: "We'll give you a 10% discount of the pricelist (statement) if you buy 5000 units" ( offer).

CONFLICT - there are different types of conflict: conflict of interests, conflict of understanding, conflict of values, conflict of opinions, etc. So conflicts are classified by looking at the causes of it. What are the causes of conflicts:

• A difference of interests between a buyer and a seller, between what each of them wants out of the transaction (сделка).

• A difference of understanding the situation: I think you are quiet because you are sulky (угрюмый), but actually you are ill.

• A difference of values, an argument (спор) between two people about what is good and evil: one arguer gives money to people less fortunate than himself though they will probably spend it on drink, and the other arguer does not help other people to poison themselves with alcohol as a matter of principle.

• A difference of opinion. In business difference of opinions usually exists in what the price and conditions should be.

These differences should be resolved before negotiations can be concluded. The conflict stage is this stage of disagreement during which the sides attempt to reconcile (улаживать) their conflicting ideas of what is an acceptable deal. You should be careful about the language being used. You may wish not to appear too weak or to give too much away (отдавать, уступать). Do not start a new offer with the words "how about", as in "how about 5.000?" or "would you accept?", which can be easily dismissed (отклонять, отвергать) with a simple "No". In this case it's much better to offer: "A cup of coffee?"

There are three basic strategies of dealing with conflict:

Aggressively - fight it

Passively - duck it (trying to avoid - пытаясь избежать)

Assertively (утверждая свои слова) - negotiate it

Most of us tend to behave either passively or aggressively, which means that we have to work harder for a win/win resolution when there are no losers and both sides gain.

Settlement - covers both agreement on individual items in the package, like the price and final agreement on all aspects of the deal. Again, this part of negotiations has to remain conditional, and the language of this area should enable you to clarify and summarize what you have agreed. It's important not to commit yourself to something without being entirely clear on what it is. You may not be committed until the contract is signed, but a lot of time and confusion (and bad feeling) can be saved by making the language of this area help the two sides understand not just that they have agreed, but what they have agreed.

If the meeting ends with your opponent saying: "That's settled then. I'll fax you with the details", and you aren't exactly sure what the fax is going to contain, then you haven't managed that phase of negotiations.

Exercises

1. Read these words. Make sure that you know the following words. Try to memorize them.

responsibility – ответственность

decision – решение

conditional – условный

to commit – совершать преступление

desired effect – желаемый эффект

authority – полномочия, власть

to underestimate – недооценивать

to subordinate – подчиняться

straightforward – движущий прямо, прямой

purchasing arrangements – покупательские соглашения

consciously – сознательно

response – ответ

issue – пуск, издание

subtle – тонкий, неуловимый, нежный

to reveal – разоблачать

indiction – обвинение

to resolve – решать, разрешать

attempt – попытка, проба, пытаться

gain – прибыль, выгода, доходы

confusion – смущение, замешательство

settlement – соглашение, решение

to dismiss – отвергать

2. Give Russian equivalents to these words

to reveal, response, conditional, to commit, to dismiss, authority, to attempt, to subordinate, to underestimate, straightforward, consciously, issue, subtle, indiction, to resolve, decision, responsibility, gain, confusion, settlement, purchasing arrangements.

3. Translate into English

решение, ответственность, замешательство, соглашение, вести переговоры, тонкий, решать, ответ, отвергать, попытка, запрос, сознательно, покупательские соглашения

4. Say what you have learned from the text about:

1) the most important elements of negotiations;

2) the person with whom you are going to negotiate and his authority;

3) the messages and their code;

4) the different types of conflict and when these differences should be resolved;

5) the settlement and opponent saying at the end of your negotiations.

UNIT 2

Task 3

Read and reproduce the following dialogues

AT THE OFFICE

- Let me introduce our General Director, Mr. A.

- Glad to meet you, Mr. A.

- Glad to meet you too. Is it your first visit to Volgograd? What are your impressions of it?

- I like Volgograd. It’s a very nice city and quite different from Samara.

- I hope you will enjoy your visit Mr. B.

***

- Good morning! I’m Mr. B from TST System. Here is my card.

- Glad to meet you, Mr. B. Will you take a seat, please. Make yourself comfortable.

- Thank you.

- Did you have a good trip?

- Yes, it was quite nice, thank you.

- Have you seen any places of interest in Volgograd yet?

- Yes, but not many. I arrived in Volgograd only two days ago and it has been raining all the time.

- Oh, I hope the weather will change for the better and it’ll stop raining soon. You’ll enjoy sightseeing in Volgograd. I am sure Volgograd will impress you greatly. There are many places of interest here.

- I’m sure, I will, thank you.

***

- Let me introduce my staff to you, Mr. B. This is my secretary Mrs. K.

- Nice to meet you, Mrs. K.

- Nice to meet you too. Call me Kate, please.

- I also want you to meet Peter C., our Sales Manager. And this is Mr.P.

- What does Mr. P. do?

- He is our Export-Import Manager. Take a seat, please. Would you like a cigarette?

- Yes, thank you.

- Would you like something to drink?

- Yes, I’d like a cup of coffee.

- Kate, could you make coffee for us, please?

- Certainly, sir. How would you like your coffee, black or white?

- Black, please.

- With sugar?

- No, thanks. Well, Mr. A., let’s get down to business now and look through the contract and clear up some points.

- Here you are.

- I’d like to discuss it with my people.

- By the way, Mr. B., how can I get in touch with you?

- Well. Here is my card.

Exercises

1. Give Russian equivalents to these expressions

Let me introduce myself, let me introduce my stuff to you, glad to meet you, would you like something to drink, let’s get down to business, let’s look through the contract, clear up some points, by the way, to get in touch with you, here is my card, make yourself comfortable, you’ll enjoy sightseeing in …, our city will impress you greatly, take a seat, please.

2. Translate into English

Разрешите представить Вам …, рад познакомиться с Вами, не хотите ли чего-нибудь выпить, кстати, давайте перейдем к делу, давайте просмотрим контракт, давайте проясним некоторые пункты, как я могу связаться с Вами, вот моя визитка, разрешите представить Вам наш штат сотрудников, устраивайтесь поудобнее.

3. Match the equivalents

4. Make up the dialogue, using these phrases.

Let me introduce myself (my stuff), I’d like you to meet, What company are you from?? Would you like a cup of coffee, let’s clear up some points, How can I get in touch with you?, Our city will impress you greatly, By the way.

UNIT 3

Task 4

Read and reproduce the following dialogue

OUR COMPANY

- Let me tell you about our company. As you know we produce washing-machines. Our firm consists of 6 departments: Production, Sales, Export, Financial, Personnel and Research & Development.

- When was your firm created?

- It was created 7 years ago.

- How are you managed?

- We are managed by the Meeting of Shareholders and the Board of Directors.

- How many people do you employ?

- We employ about 1 000 people.

- What is your turnover?

- Our turnover is $ 100 million.

- Do you export you products to other countries?

- Yes, we export our washing machines to 5 countries.

- Have you got any subsidiaries?

- Yes, we also have two subsidiary companies in Poland and France. Each company trades under its own name.

- Do you advertise you products?

- We advertise our products twice a week on TV.

- Can your products complete with world famous companies?

- Yes, our washing machines are widely used not only in our country but abroad.

- Fine. As we are looking for new partners in your country we would like to establish personal contacts with your firm.

- Thanks.

Exercises

1. Give Russian equivalents to these words and word-combinations and learn them.

Department, personnel department, research department, it was created, Meeting of Shareholders, Board of Directors, Chairman, turnover, subsidiary company, to establish personal contacts, to advertise, to compete, is widely used.

2. Translate into English

Совет директоров, дочерняя фирма, оборот, собрание акционеров, рекламировать, широко используются, конкурировать, научно-исследовательский отдел, отдел кадров, обеспечивать работой.

3. Answer the questions

1. What does your firm produce?

2. When was your firm created?

3. How many departments are there in your firm?

4. How many people do you employ?

5. What is your turnover?

6. Have you got any subsidiary companies?

7. How do you advertise your products?

Are there any commercials on TV?

8. Can your product complete with world famous companies?

9. Are you satisfied with your company’s position on the market?

10. Do you make your products of ecologically pure materials?

11. Are you planning to increase your production?

4. Translate into English

В офисе компании

1. – Здравствуйте, господин А. Как поживаете?

2. – Спасибо, хорошо. А Вы?

1. – Очень хорошо, благодарю Вас. Позвольте мне рассказать немного о нашей фирме. Как Вы знаете, господин А., мы производим технологическое оборудование. Наша фирма состоит из 6 отделов: производственного, торгового, отдела кадров, бухгалтерии, научно-исследовательского и отдела поставок. Последний был создан 3 года назад.

2. – Кто руководит Вашей компанией?

1. – Компанией руководит Совет директоров. Президентом нашей фирмы является господин Б. На фирме занято около 700 человек. Наш оборот составляет более 800 млн фунтов. Вы будете работать с нашим торговым отделом. Мы экспортируем наше оборудование во многие страны мира. Кроме того, у нас есть два филиала в Германии и в Бельгии.

2. – Эти филиалы производят то же самое технологическое оборудование?

1. – Да, но они выпускают еще электробытовые товары. Сейчас мы ищем новых партнеров в Восточной Европе. Нам бы хотелось экспортировать новые товары на российский рынок. Вы наш первый российский партнер, поэтому наш генеральный директор отправился в Москву, чтобы установить личные контакты с представителями ряда компаний. Вы изучили наши деловые предложения?

2. – Да, мы их тщательно изучили.

5. Read the text and translate it into Russian

Saab-Scania is the sign of tradition and financial strength

We began manufacturing vehicles in the 1890's and aircraft in the 1930's. With the result that over a long perio0d Saab-Scania has established a solid base of technical experience and engineering skill. In our areas of operation Saab-Scania has always been an innovative force.

For the last five years we have invested, on average, 13 percent of sales income in research and development, property and plant, Activities which have transport technology the symbol of Saab-Scania is the sign of tradition and financial strength.

The Saab-Scania Group manufactures automotive and aerospace products passenqer cars, trucks and buses, military aircraft, missiles, satellites and the Saab SF340 airliner. The Group also develops other advanced products in the fields of electronics, optics, sensors and image processing as well as in the area of energy technology. We employ 47 OOO people in locations in Sweden and 30 other countries. In the 1985 the Group sales were SEK 32 billions (GBP 2.9 billions) with profits of 2.8 billions (GBP 2552 m). Return on total assets was 14.5 percent, solvency (equity/asset ratio) was 50 percent and capital expenditure amounted to 4.4 billions (GBP 401.1 m.), equal to 13,8 percent of sales.

6. Look at the following two passages about two companies. Which of the headlines goes with which passage? Translate these two passages into Russian.

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