Контрольная работа №3 построена на основе тематического и лингвистического материала, определенного рабочей программой дисциплины «Деловой иностранный язык», и включает следующие темы:

1. Артикли. Определенный и неопределенный артикль.

2. Видо-временные формы глаголов.

3. Структура предложения. (Порядок слов предложения. Простое предложение. Сложносочиненное и сложноподчиненное предложение. Союзы и соединительные слова.)

4. Прямая и косвенная речь. Пунктуация.

5. Неличные формы глаголов. Инфинитив. Герундий.

6. Лексика и фразеология. Специальная терминология. Синонимия и антонимия.

Контрольная работа №3 строится на базе предыдущих работ и требует усвоения основных положений грамматики, синтаксиса, лексики, словообразования и понятия контекста в английском языке.

В данных методических указаниях используется следующий принцип построения вариантов заданий:

Часть 1 - выполнение упражнений на грамматические и лексические аспекты английского языка: подстановочные упражнения и упражнения на преобразование грамматических форм и предложений, упражнения на проверку знаний студентом стилистически нейтральной наиболее употребительной лексики, отражающей раннюю специализацию.

 Часть 2 – задания, контролирующие развитие навыков устного контакта (телефонные переговоры как форма деловой коммуникации) и письменного контакта (структура делового письма, оформление письменных документов)

Часть 3 - перевод текста по специальности (объем 1500 печатных знаков) на русский языка с дальнейшими ответами на вопросы по содержанию текста.

Часть 1.

Задание 1.1., 1.2., 1.4., 1.5., 1.6., 1.7. Следует четко занести ответы в таблицы. Английский вариант текстов этих заданий в материал контрольной работы не вносится.

Задание 1.3. Если предложение не содержит грамматической ошибки, необходимо указать Right. Если предложение содержит грамматическую ошибку, необходимо указать Wrong, написать исправленное предложение с выделением исправленного фрагмента.

Пример:

1.   Right.

2.   Right.

3.   Wrong. The company is starting to export to other countries.

Задание 1.8. Все предложения должны быть переписаны с подстановкой глагола и переводом на русский язык. Подстановочный элемент следует выделить цветом или подчеркнуть. Предложения должны быть напечатаны или переписаны четким, понятным почерком, без исправлений.

Пример:

We do business with other countries.

Мы ведем торговлю с другими странами.

Часть 2

Задание 2.1., 2.2., 2.3. Следует четко занести ответы в таблицы. Английский вариант текстов этих заданий в материал контрольной работы не вносится.

Задание 2.4. Должно быть либо напечатано, либо написано четким, понятным почерком, без исправлений.

Часть 3

Задание 3.1. Перевод текста должен быть выполнен полностью, без сокращений. Возможно приведение нескольких вариантов отдельных фрагментов. Английский вариант текста в материал контрольной работы не вносится.

К выполнению контрольных заданий надо подходить творчески, особенно к переводу текста.  Прежде всего, необходимо ознакомиться с его содержанием и определить общую направленность текста. Затем следует сделать список незнакомых слов, встречающихся в тексте и расположить их в алфавитном порядке, что сэкономит время поиска их русских соответствий в словаре. В качестве третьего этапа целесообразно сконцентрировать внимание на словосочетаниях и грамматических конструкциях, содержащихся в тексте, и – при необходимости – обратится к грамматическим комментариям, находящимся в рекомендуемых учебниках английского языка. После этих предварительных этапов обработки текста можно приступить к его переводу.

В ряде случаев для точной передачи содержания может потребоваться специализированный экономический словарь.

Задание 3.2. Следует четко занести ответы в таблицу. Необходимо сопроводить письменным комментарием или ссылкой на текст.

Пример:

2.  A: The trouble is, as more and more are invented, they lose their impact, (par.2, lines 9-10)

B: Some people believe this (par.2, line 6), but it is not necessarily the writer's opinion.

C/D: There is nothing in the text to support these statements.

Контрольные задания

Вариант №1

(Выполняется студентами, фамилии которых начинаются с букв А – Л).

1. Vocabulary and Grammar Exercises.

1. 1. (16 x 1 point) Supply the articles where necessary. Write your answers (a, an, the or ‘−’) in the boxes.

a)        ___(1)___ Harris and Co make ___(2)___ car components. ___(3)___ company has ___(4)___ agent in Paris.

b)        ___(5)___ long delay occurred when ___(6)___ document was lost. ___(7)___ delay almost resulted in ___(8)___ customer canceling ___(9)___ order. ___(10)___ internal enquiry found that ___(11)___ computer error caused ___(12)___ problem.

c)        ___(13)___ Information on ___(14)___ history of ___(15)___ Alba can be found at ___(16)___  Tourist Office.

1.2. (10 x 1 point) Read this magazine article about organising a conference. Choose the correct word to fill each gap, from А, В or С below. Write your answers (letters A, B or C) in the boxes.

Have you ever had to organise a conference? It is not an easy thing to do, __(1)__ there is so much to think about. Before you can decide where to hold the conference, you __(2)__  to ask a number of important questions. __(3)__ is the purpose of the conference? How __(4)__ people will attend? Where __(5)__ the people coming from? Do you need presentation facilities such __(6)__ videocassette players, televisions, computers, etc.? When you have __(7)__ these questions, you can decide the kind of conference centre which is best for you. There are two choices. Purpose-built conference centres will provide everything you need, although __(8)__ may be other conferences going on at __(9)__ same time. __(10)__  the other hand, hotels are usually very comfortable, but may not have all the necessary equipment.

1.3. (8 x 1 point) Are the following sentences right or wrong? If wrong, correct them.

1. We are not interested in a new equipment at the moment.

2. Let me give you some advice.

3. Don't do nothing until you have spoken to a lawyer.

4. We told them that the present lab needed extending.

5. We explained how we reached the final total.

6. They agreed looking at the figures again.

7. We replied that we would keep them confidential.

8. I've planned a series of assessment seminars. I will run the first one on 1 August.

1.4. (4 x 2 points) Read the sentences given here and decide which of the given meanings is the correct one. Write your answers (letters A, B or C) in the boxes.

1.   We stopped to visit suppliers in London.

1. We do not visit them any more.
2. We interrupted our journey so we could visit them.
3. We ended our journey by visiting them.

2.   Have you tried sending goods by train?

1. Have you experimented with the idea of using the train?
2. Have you attempted to send goods by train?
3. Have you studied the possibility of sending goods by train?

3.   We remembered to send publicity material with the goods.

1. We did send the material and I recall sending it.
2. We told you to send the material with the goods.
3. We did not forget to send the material with the goods.

4.   I like to call customers, to check that they are happy a few weeks after buying a machine from us.

1. I think it is a good policy to check that the customer is happy.
2. I really enjoy calling customers to check that they are happy.
3. I would like to call customers, to check that they are happy.

1.5. (8 x 1point) Match each verb on the left with a noun on the right to form common partnerships. Use each word once only. Write your answers (letters a, b … or h) in the boxes.

1.6. (8 x 1 point) Complete each sentence with the opposite of the word in brackets. Choose from the following list. Use each word once only.

1. I didn't expect my salary to be as _____ as this! (HIGH)

2. She has a ____ job as a shorthand typist. (PART-TIME)

3. We're expecting big savings in the ____ term. (LONG)

4. We could see he was using very ____ equipment. (SOPHISTICATED)

5. There was a very _____ reaction to my suggestion. (POSITIVE)

6. The post went to an  ____ candidate. (EXTERNAL)

7. He has a _____ talent for managing people. (USUAL)

8. The position has been _____ for several months now. (FILLED)

1.7. (8 x 1 point) Choose the correct word for each sentence. Write the words in the boxes.

1. Some employees have a long journey/travel to work every day.

2. The cost of life/living has gone up again.

3. Please send precise measurements/measures when ordering.

4. We expect prices to raise/rise by at least five per cent.

5. We only exchange goods if you produce a receipt/recipe.

6. I must remember/remind the boss about that meeting this afternoon.

7. Can you say/tell the difference between these two products?

8. The company is extremely sensible/sensitive to any criticism.

1.8. (9 x 2 points) Complete each sentence with the correct form of 'make' or 'do'.  Translate the sentences into Russian.

1. We have _____ a considerable profit on the sale of that land.

2. I've got all these invoices to _____        before I can go home.

3. The business was so run down when she took it over that nobody expected her to _____ such a success of it.

4. Something as simple as changing the size of the lettering on the packet can _____ all the difference to your sales.

5. Increasing production will _____ even more demands on machinery which is already breaking down at an alarming rate.

6. They could _____ with some computer paper in the wages office.

7. We've _____ away with the old system of clocking in.

8. A customer has _____  a complaint about one of our salespeople.

9. In fact, Gravers have _____ us a favour by launching their product first. We can learn from their mistakes.

2. Business Communication. Telephoning and Business Letters.

2.1. (6 x 2 points) Choose the best responses. Write your answers in the boxes.

1. Can you put me through to Miss Evans, please?

A.   I'll see if she's in her office at the moment.

B.   I've got the wrong number.

C.   I'll check again.

2. Isn't that Seattle, then?

A.   No, the number has changed.

B.   No, you must have the wrong area code.

C.   Sorry, I may have dialed the wrong extension.

3. You asked me to confirm the dates of delivery.

A.   Yes, that's the best time for them.

B.   Yes, let me just get a note pad to write them down.

C.   Yes, they'll come to England soon.

4. No, this isn't the Metal Case Company.

A.   So sorry to have troubled you.

B.   I'll call again later.

C.   Can you connect me with Mr Mansour, please?

5. Miss Pearce asked me to call this morning.

A.   Sorry, your number is the wrong one.

B.   Do you know the area code?

C.   But there's no person of that name here.

6. We can let you know what sizes are available.

A.   Thank you. I know them.

B.   Thanks. I'm glad that's OK now.

C.   Thanks. I can order what we need then.

2.2. (9 x 1point) Complete these two conversations with sentences from the list below. Use each sentence only once. Write your answers (letters A, B … or I) in the boxes.

Conversation 1

A.  Yes, that's right.

B.  You asked me to call as soon as possible.

C. Hold the line, please, and I'll see if she's in.

D. Who's calling, please?

E.  Oh, isn't there? Could I check the number?

F.  Could I speak to Mrs Lindberg, please?

G. Right, I can connect you now.

H. Reynolds Bicycles, good morning.

I. Oh, I'm sorry. I must have dialled the wrong number.

2.3. (16 x 2 points) Below you will see parts of three letters answering an enquiry. Put the correct word or phrase in each blank. Choose from the following list. Use each item once only. Write your answers (letters A, B … or P) in the boxes.

A.

Dear Ms Prentice

Thank you for your __(1)__ of 3rd May about our office stationery.

We have __(2)__ in enclosing our latest catalogue and price list. We hope you will find it of interest.

If you require any __(3)__, please do not __(4)__      to contact us.

Yours __(5)__.

B.

Thank you for your letter of January 4^th, asking about office furniture.

The enclosed catalogue contains __(6)__ of our range. In most cases we are able to __(7)__ you with the goods you require within fourteen days.

We look forward to receiving an order from you.

C.

Thank you for your letter of 1st June, __(8)__ about the JF72 pocket

calculator.

This model is no longer __(9)__        as it has been superseded by the JF73

solar-powered pocket calculator. As you will see from the __(10)__, the new model has several __(11)__ at an extremely __(12)__.

We have also enclosed our latest catalogue giving details of the vast __(13)__ of electronic goods we supply.

We allow a discount of 30% on purchases of not less than 50 of the same model, and 35% on quantities of not less than 100. __(14)__, we give a discount of 3% for payment within fourteen days from __(15)__ of invoice.

We look forward to __(16)__ with you in the near future.

2.4. (15 points) You have lost your pocket calculator, and you want to order a new one. You need to make a written request to your Supervisor, Ann Ray.

Write a memorandum to her

—saying that you need a replacement

—explaining what happened to the old one

—asking her to approve the request.

Write about 15-20 words.

3. Reading.

3.1. (30 points) Read the text below about handling complaints. Translate the text into Russian.

Handling Complaints

1.  Big companies have a special department to deal with customer complaints. Complaints can often be handled 'on the spot', that is, at the time of purchase. If it is just a matter of changing or exchanging goods, the sales assistant can deal with it. Some problems are more complicated: damaged goods, a request for a refund or a complaint about staff rudeness. At this point a Supervisor or someone from Customer Services is usually called in. But if the matter still cannot be solved, which is usually because the customer refuses to listen or to accept the offered solution, it is referred to someone higher up, such as the Store Manager. Or, if the store is part of a national chain, the complaint will be dealt with by Head Office.

2.  The policy of the big chain stores is: 'Accept that things can go wrong and put them right.' They sell a billion items a year and they know that not all their goods are going to be perfect. They accept, therefore, that most (if not all) customer complaints are justified.

3.   It's all about customer loyalty. What if a store refuses to listen to a customer's complaint (whether justified or unjustified)? The store then has an unhappy customer, but has done nothing to make that customer happy again. That customer will not come back. But if the store listens politely, checks the problem, and then offers a replacement or a refund, with an apology if needed, the customer will remain loyal.

4.  A recent survey shows that customer complaints are increasing. The commonest complaint is about staff who are unhelpful, usually because they know little about the product they are selling. The second thing that makes customers angry is having to wait too long to be served. Recently, many retailers have cut running costs by employing fewer staff, so there simply aren't enough sales assistants or staff at the checkout desks.

5.   It is not clear why complaints are on the increase. Maybe standards of service are going down, but the more likely explanation is that people are readier to complain nowadays. Citizens' Charters, telling people what they can expect and what to do if they are dissatisfied, have produced a generation of customers who know their rights and not afraid to demand them.

3.2. (6 x 3 points) For questions 1-6, you have to chose the option (А, В, С or D) which best matches the information in the text.  Give your reasons.

1.  What can be offered on the spot if a customer complains?

1. a full refund of the purchase price
2. a replacement of the original item
3. an apology for impolite behaviour

2.  A complaint would be referred to the Store Manager or Head Office when

1. a customer remains dissatisfied.
2. a customer has been overcharged.
3. a customer has been rude to staff.

3.  The big chain stores accept a customer's complaint because

1. they accept that there will always be some damaged or faulty goods.
2. they believe 'the customer is always right'.
3. only a small percentage of imperfect goods are returned.

4.  According to the writer, a store can keep its customers happy by

1. agreeing with them whether they are right or wrong.
2. referring them to Head Office in serious cases.
3. always taking notice of their complaints.

5.  According to the writer, why does it often take so long to get served?

1. Staff don't know enough to answer customers' questions.
2. There are not enough checkout desks in most stores.
3. Stores have reduced the number of sales staff.

6.  The writer believes there are more customer complaints these days because

1. people are more aware of their rights than they used to be.
2. young people are more likely to complain than older people.
3. stores don't listen to what their customers are telling them.