Английский язык для делового общения: Ролевые игры по менеджменту

АНГЛИЙСКИЙ ЯЗЫК 
ДЛЯ ДЕЛОВОГО ОБЩЕНИЯ 

РОЛЕВЫЕ ИГРЫ ПО МЕНЕДЖМЕНТУ

УЧЕБНОЕ ПОСОБИЕ

З.В. МАНЬКОВСКАЯ

Рекомендовано
в качестве учебного пособия для студентов 
высших учебных заведений, обучающихся 
по направлению подготовки 38.03.02 «Менеджмент»
(квалификация (степень) «бакалавр»)

Москва
ИНФРА-М
2018

М23

ISBN 978-5-16-010871-1 (print)
ISBN 978-5-16-102872-8 (online)
© Маньковская З.В., 2015

Р е ц е н з е н т ы:
Т.И. Красикова — канд. филол. наук, проф., зав. кафедрой иностранных языков Финансово-технологической академии;
П.С. Романов — д-р пед. наук, доцент кафедры иностранных языков Финансово-технологической академии

Автор:
З.В. Маньковская — канд. филол. наук, профессор кафедры менеджмента и информационных технологий Московского государственного университета леса

УДК 65(075.8)
ББК 65.290-2я73
 
М23

Маньковская З.В.
Английский язык для делового общения: ролевые игры по менеджменту : 
учеб. пособие / З.В. Маньковская. — М. : ИНФРА-М, 2018. — 119 с. + Доп. 
материалы [Электронный ресурс; Режим доступа http://www.znanium.com].  — 
(Высшее образование: Бакалавриат). — www.dx.doi.org/10.12737/11161.

ISBN 978-5-16-010871-1 (print)
ISBN 978-5-16-102872-8 (online)

Учебное пособие формирует навыки подготовленной и неподготовленной 
деловой речи на английском языке на основе глубокого предварительного 
изучения лексико-грамматических трудностей ролевого делового общения. 
Пособие предлагает ролевые игры по темам: прием на работу, деловые встречи 
и обсуждения, работа с клиентами и поставщиками, повышение квалификации 
персонала, неофициальное общение.
Соответствует требованиям Федерального государственного образовательного стандарта высшего образования последнего поколения.
Рекомендовано для широкого круга бакалавров, обучающихся по программам 38.03.01 «Экономика», 38.03.02 «Менеджмент», 38.03.03 «Управление 
персоналом», а также магистров и аспирантов.

УДК 65(075.8)
ББК 65.290-2я73

Материалы, отмеченные знаком 
, 
доступны в электронно-библиотечной системе Znanium.com

СОДЕРЖАНИЕ

Предисловие...................................................................................................... 5

Lesson 1 

Job IntervIew............................................................................................................7

Background information....................................................................................... 7

Groundwork............................................................................................................................................................ 7

Asking questions.................................................................................................. 7

Exercises................................................................................................................................................................... 8
The Gerund...........................................................................................................................................................10
Exercises.................................................................................................................................................................11

Writing an advertisement/memo/covering letter/application form...........................14

Exercises.................................................................................................................................................................14
Role play: Job interview: 

Choosing the most suitable candidate for the post.....................................................................20

Lesson 2 

MeetIngs and dIscussIons.............................................................................. 23

Background information......................................................................................23

Groundwork..........................................................................................................................................................24

The Passive Voice...............................................................................................24

Exercises.................................................................................................................................................................24

Modal verbs........................................................................................................27

Exercises.................................................................................................................................................................28

Making / accepting / refusing suggestions............................................................31

Exercises.................................................................................................................................................................31

Writing agenda / the minutes of a meeting.............................................................34

Exercises.................................................................................................................................................................34
Role play: A meeting: Widening the market share.................................................................................37

Lesson 3 

deaLIng wIth cLIents......................................................................................... 39

Background information......................................................................................39

Groundwork..........................................................................................................................................................39

Ways of expressing purpose.................................................................................40

Exercises.................................................................................................................................................................40

Effective advertising strategies.............................................................................46

Exercises.................................................................................................................................................................46

Writing a questionnaire / an e-mail........................................................................50

Exercises.................................................................................................................................................................50

Dealing with complaints / admitting / apologizing for mistakes................................52

Exercises.................................................................................................................................................................52
Role Plays: Selling books online...................................................................................................................56

Lesson 4 

workIng wIth suppLIers................................................................................... 59

Background information......................................................................................59

Groundwork..........................................................................................................................................................59

Conditionals.......................................................................................................60

Exercises.................................................................................................................................................................60

Proposing / bargaining / compromising in a negotiation.........................................64

Exercises.................................................................................................................................................................64
Letter writing (placing an order/discussing dates of delivery/confirming an order).................68
Exercises.................................................................................................................................................................68
Role play: Teleconferencing: A problem with suppliers.......................................................................71

Lesson 5 

traInIng and retraInIng personneL ......................................................... 75

Background information......................................................................................75

Groundwork..........................................................................................................................................................76

Emphatic constructions.......................................................................................76

Exercises.................................................................................................................................................................76

Describing professional skills...............................................................................80

Exercises.................................................................................................................................................................80

Expressing points of view.....................................................................................82

Exercises.................................................................................................................................................................83

Speaking about advantages and disadvantages....................................................86

Exercises.................................................................................................................................................................86
Role play: Choosing a training seminar for a company........................................................................88

Lesson 6 

grapevIne coMMunIcatIon ............................................................................ 90

Background information......................................................................................90

Groundwork..........................................................................................................................................................90

The Sequence of Tenses......................................................................................91

Exercises.................................................................................................................................................................91

Communicating informally...................................................................................96

Exercises.................................................................................................................................................................97

Understatement / overstatement..........................................................................99

Exercises.................................................................................................................................................................99
Role play: Company Gossip..........................................................................................................................101

 
check up tests.....................................................................................................102

 
thesaurus.............................................................................................................110

Приложение..........................................................................................118

PART I.  SKILLS DEVELOPMENT WORKSHOP........................................................................................118-1

PART II. COMMUNICATION SKILLS...........................................................................................................118-5

PART III. LANGUAGE CLICHÉS ................................................................................................................118-50

ПРЕДИСлОвИЕ

Предлагаемое учебное пособие является продолжением учебного 

пособия «Деловой английский язык: ускоренный курс: Учебное пособие. 
М.: ИНФРА-М, 2014», концентрированная форма подачи учебного 
материала которого позволяет в кратчайшие сроки заложить основы 
делового общения на начальном этапе изучения английского языка 
или систематизировать уже имеющиеся знания.

Учебное пособие «Английский язык для делового общения: ролевые 

игры по менеджменту», предназначенное студентам промежуточного 
уровня, направлено, в первую очередь, на формирование навыков 
устной речи, в частности навыков ролевого общения в рамках устной 
и письменной деловой коммуникации. 

Пособие состоит из шести разделов (учебных модулей), тестов, 

тематического словаря.

Каждый раздел открывается небольшим текстом, цель которого 

раскрыть основные понятия темы и очертить перечень вопросов, 
которые будут затрагиваться в ее обсуждении.

Грамматический комментарий с тренировочными упражнениями, 

предпосланный каждому разделу, в концентрированном виде информирует студента об основных правилах употребления необходимых 
грамматических форм и отрабатывает их на большом количестве тематически ориентированных моделей. В центр внимания обучаемого 
попадают грамматические явления: Типы вопросов и их образование, 
Неличные формы глагола (герундий, инфинитив, причастие), Страдательный залог, Модальные глаголы с простым и пассивным инфинитивом, Условные предложения, Правило согласования времен. 
При этом грамматические темы прямо соотносятся с той функцией, 
которую они выполняют в деловой коммуникации в соответствии с 
ситуацией общения.

В пособие включены основные темы делового общения: Собесе
дование при найме на работу; Деловые встречи, их виды и особенности организации и проведения; Работа с клиентами и поставщиками, Подготовка и переподготовка кадров, Неформальное общение.

В пособии формируются навыки устного делового общения: про
ведение собеседования с потенциальным кандидатом на должность, 
обращение с предложением и жалобой, выражение обвинений, извинений, уступок, модели поведения во время торга.

Письменные навыки включают в себя составление повестки дня, 

ведение протокола собрания, создание рекламного объявления и 
анкет о приеме на работу, записки-напоминания, переписка с поставщиками (письма-запросы, подтверждения, жалобы).

Ролевые игры представлены в пособии в двух видах. Промежуточ
ные ролевые игры нацелены на формирование отдельных навыков 

речевого поведения и грамматических компетенций. Итоговые ролевые игры выполняются на завершающей стадии раздела и требуют 
применения всех накопленных в учебном модуле знаний. Количество участников ролевой игры может варьироваться. В нее может 
быть вовлечена вся группа или она может использоваться для парной 
работы.

В пособии имеется тематический поурочный словарь, который 

способствует организации разговора вокруг определенной темы и 
формирует целостное представление студента о предмете беседы. 
Словарь, составленный в алфавитном порядке, содержит не только 
отдельные словарные единицы, но и словосочетания, которые вызывают наибольшие трудности при понимании и переводе.

Каждый учебный модуль завершается тестом, который дает воз
можность осуществить контроль изученного лексико-грамматического материала, необходимого для участия в ролевой игре.

Пособие имеет электронное приложение, в котором представлены 

дополнительные учебные материалы, позволяющие углубить и совершенствовать знания студента по тематике пособия. Оно состоит 
из трех частей. В первой части имеется практикум для самостоятельной работы студента, в котором содержатся задания по образованию 
и использованию вопросов, составляющих основу собеседования 
при найме на работу, и ключи для проверки правильности выполнения этих заданий. Во второй части приложения предлагаются дополнительные задания для формирования навыков ролевого общения 
по темам: 1) выражение некатегоричности / неполноты суждения, 2) 
ссылки на источники информации, 3) способы передачи дополнительной информации, связанной с необходимостью выражения отношения к высказыванию, 4) способы выделения коммуникативноважной информации. В третьей части электронного приложения 
приводятся таблицы, содержащие языковые клише, необходимые 
для выступления с презентацией, проведения деловых собраний и 
совещаний, ведения телефонных переговоров, написания статей, 
отчетов, деловых писем, факсов, записок-напоминаний.

Задания построены по определенной схеме: сначала выполняются 

тренировочные задания, знакомящие студентов с новыми лексикограмматическими моделями, затем показываются возможности использования лексико-грамматических моделей в интерактивных 
упражнениям, и, наконец, изученные модели предлагается применить в ролевом общении.

Пособие рекомендовано бакалаврам менеджмента, но может быть 

плодотворно использовано всеми, кому необходим английский язык 
для повседневного делового общения. Тематический принцип организации учебного материала позволяет использовать пособие в качестве дополнения к любому курсу делового английского языка. 

Lesson 1

Job IntervIew

background InformatIon

A job interview is one of the most useful tools to evaluate prospective 

employees. It is a process in which an employer tries to determine if a potential candidate is suitable for work. Thus, a job interview precedes the 
hiring decision.

Before the interview the company or organization looks through resu
més from interested candidates and selects a small number of candidates 
for interviews. Potential job interview opportunities may also include networking events and career fairs. 

If there are many candidates for a post or a job is particularly challeng
ing, the employer may arrange multiple rounds of job interviews. The first 
rounds are usually short and less in-depth. A common early interview form 
is a phone interview. It is for those candidates who don’t live near the employer.

The most essential element of a job interview is a question. By asking 

questions the interviewer may find out firstly the applicants’ traits, secondly 
their experience and thirdly their knowledge about the job.

A job interview isn’t an unstructured chat. The first category of ques
tions assesses the applicants’ capacity to learn and process information, his/
her agreeableness, interests, goals and values. The second group of questions reveals the candidates’ prior work experience, education and training. 
The third set of questions is about the applicants’ ability and willingness to 
do the job required.

Some companies use special tests to recruit their personnel. They think 

up in advance a set of questions to measure the potential employees’ aptitude, flexibility and commitment. Before conducting an interview a company prepares job advertisements, job descriptions and application forms.

Groundwork

• asking questions 
• gerund (V+ing)
• writing an advertisement/memo/application form

askIng questIons

• General questions
Are you an engineer? — Yes, I am. No, I’m not.

Can you speak English? — Yes, I can. No, I can’t.

• Alternative questions

Do you work or study? — I work.
Have you finished a secondary school or a college? — I’ve finished a 

secondary school. 
• Tag questions

You are twenty two, aren’t you? — Yes, I am.
You aren’t married, are you? — No, I’m not.

• W/h questions

Where are you from? — I’m from Finland.
When did you graduate from the University? — I graduated from the 

University last year.

Who did you work for? — I worked for a large IT company.
How long have you studied English? — I have studied English for eight 

years.

How many languages can you speak fluently? — I am a fluent speaker 

of English, German and Chinese.

• Imbedded questions
I wonder if you can work under pressure? — Yes, I can.
Could I ask you how high your salary in the previous job was? — About 

60 thousand roubles a month.

exercises

Exercise 1. Ask each other general questions using the clues below:

have honors/scholarship, show aptitude to languages, do part-time/

summer jobs, work part-time or full-time, have PC skills, have prior work 
experience, personal achievements, be prepared to do evening or weekend 
work, have a personal car, have references, balance work and family, be a 
risk taker, be the best candidate for promotion, work independently or in a 
team, have experience in project work, work under pressure, work overtime, 
accept a lower level job, handle a situation with a problem co-worker, to 
convince a team to work on a project they don’t like, have any responsibilities that conflict with attendance or travel requirements 

Exercise 2. Ask each other w/h questions using the clues provided:

your address, far from the office, graduate from the university, major in 

subjects at University, have qualifications, current employment, involve 
responsibilities, your short-term/long-term aims, learn skills, resign from 
your previous job, the most challenging tasks, salary expectations, current 
employer, contribute to the company, get this position, take unpopular 
decisions, continue education, references, listen to someone intently, turn 

an uncomfortable situation into a positive experience, stay consistent 
throughout your work day

Exercise 3. Answer these tag questions for yourselves.

1. You are married, aren’t you? 2. You are twenty three, aren’t you? 

3. You are a competent user of PC, aren’t you? 4. You can work under pressure, can’t you? 5. You want to work for us, don’t you? 6. You like sports, 
don’t you? 7. You don’t smoke, do you? 8. You aren’t working at the moment, are you? 9. You have graduated from the London Business School, 
haven’t you? 10. You had a high salary in your previous job, didn’t you? 
11. Your relationship with your previous boss was friendly and cooperative, 
wasn’t it? 12. You didn’t have any conflicts with your colleagues, did you? 
14. You worked effectively under pressure, didn’t you? 15. You haven’t 
made serious mistakes, have you? 16. You haven’t postponed making decisions, have you? 17. You always listened to your superiors, didn’t you? 
18. You don’t usually give up, do you?

Exercise 4. Practice answering these alternative questions.

1. Are you married or single? 2. Have you got a flat or a house? 3. Do 

you speak English or French? 4. Do you like reading or watching TV? 5. Do 
you like the cinema or the theatre? 6. Can you use Powerpoint or Publications programmes? 7. Have you got references or a cover letter? 8. Have you 
attended job interviews before or is it your first interview? 9. Did you like 
Maths or History when you were a pupil? 10. Did you take part in sports 
events or entertainment activities when you were at University? 11. Did 
your previous job involve clerical responsibilities or more creative ones? 
12. Did you work in the Sales or Marketing Department? 14. Are you looking for money or career opportunities? 15. Do you have work experience 
or is it your first job? 16. Have you worked for big well-established companies or for small businesses? 17. Do you like repetitive jobs or creative ones? 
18. Are you an extravert or an introvert? 

Exercise 5. Transform these direct questions into imbedded questions to 

avoid directness and imposition. Use the following structures.

I wonder if….
I’d like to know when/where/why/how many…
Could you tell me why ….?
1. How high was your salary? 2. Are you married? 3. Did you like busi
ness trips? 4. Did you have any reclamations? 5. What can you do for our 
company? 6. Are you prepared to do evening or weekend work? 7. Did you 
do any courses relevant to the position you desire? 8. Could you make use 
of your true abilities in your previous job? 9. Why do you want to work for 
us? 10. Do you feel any gaps in your knowledge? 11. What were the relations with your previous boss like? 12. Can you work under pressure? 

13. What was your biggest mistake? 14. Where do you see yourself 5 years 
from now? 15. Do you have the experience we are seeking for this position? 
16. Are you speaking to some other companies? 17. Would you like to work 
in a team or on your own? 18. Do you have children? 19. Has your former 
boss made you tell a white lie? 20. Can you name books, CDs you have in 
your personal development library?

Exercise 6. Answer the following questions choosing the hints given in 

brackets.

1. What do you believe you can contribute to a team? (Produce new ideas? 

Follow the work through? Be ready to face temporary unpopularity?)

2. What is your characteristic approach to group work? (Bring a touch of 

perfectionism to any job? Make use of contacts outside the group? 
Challenge the views of others?)

3. When do you get satisfaction in a job? (You can have a strong influence 

on decisions? You can give a task your full attention? You can find a job 
that stretches your imagination?)

4. What do you feel when you are given a difficult task with limited time 

and unfamiliar people? (Try to reduce the task? Take a positive lead if 
the group is making no progress? Work with a person who shows the 
most positive approach?)

5. What shortcomings can’t you tolerate in teamwork? (Worrying unneces
sarily over detail? Losing track of what is happening? Attending unstructured and uncontrolled meetings?)

6. What are your career plans? (Gaining work experience? Getting a man
agerial position? Finding new contacts?)

7. How do you balance work and family? (Working part-time? Telecom
muting? Job sharing?)

8.  Do you have any character flaws? (Being overdemanding? Being criti
cal of your work and other people’s contribution? Being sometimes 
impatient?)

9.  What character features are most important for a manager? (Self-dis
cipline? Creativity? Meticulousness?)

10.What character traits of yours can contribute to the growth of a com
pany you will work for? (Loyalty? Honesty? Self-denial?)

11.Are you ambitious? (Yes, I want to learn new experiences and new 

things. No, I am always satisfied with what I have.)

12.What are your best qualities? (Industriousness? Creativity?) 

the gerund

Gerund is a form that combines the properties of a verb and a noun. It 

is formed from a verb (V) by adding the ending -ing. It is used in job de

scriptions, job advertisements, application forms and CVs to enumerate 
applicants’ responsibilities, skills or interests. Having the properties of a 
noun gerund is used after certain verbs (involve, consider), verbs, nouns 
and phrases with prepositions (to thank for, the opportunity of, be charged 
with). For example:

• The job involves supervising the office work.
• You are responsible for arranging exhibitions and trade fairs. 
• You need to have the experience in building relationships with staff 

members.

exercises

Exercise 1. Learn the verbs without a preposition which take gerunds. Then 

complete the sentences choosing gerunds from the list below. 

involve — включать в
mind — не возражать, не иметь ничего против
avoid — избегать
postpone — откладывать
practice — заниматься чем-то, применять
include — содержать в себе
working
keeping
making
organizing
attending
coordinating 

quarrelling
providing
going
facilitating
filing
buying
dealing

1. My job involves …. letters. 2. I don’t mind … overtime on Saturdays. 

3. In my previous work I tried to avoid … with my colleagues. 4. I never 
postponed … supplies of stationery. 5. I have already practiced …. international conferences. 6. My responsibilities included …. the smooth running 
of the company. 7. Do you mind … with marketing logistics? 8. The restaurant manager’s job involves … a variety of activities, whatever the size or 
type of the outlet. 9. Human resource managers are involved with …. recruitment, training, career development and many other things. Their job 
also involves… up-to-date with areas such as employment law.10. Do you 
avoid … interviews during working hours? 11. Have you ever postponed … 
decisions? 12. I don’t mind … on business trips.

Exercise 2. Learn the verbs with prepositions. Use the appropriate 

prepositions in the sentences.

approve of — одобрять
blame sb for — обвинять кого-то в чем-то
depend on — зависеть от чего-то, рассчитывать на что-то
insist on — настаивать на чем-то
object to — возражать против чего-то
succeed in — преуспевать в чем-то, иметь успех
1. Our team always depended … meeting the deadlines. 2. My previous 

boss approved … my arranging for repairs quickly. 3. Our team has always 

succeeded … satisfying customer demands. 4. I have never objected … doing 
extra work. 5. Our CEO insisted … responding to customer enquiries and 
complaints promptly. 6. Our boss sometimes blamed us … refusing to work 
at weekends. 7. I don’t object … typing letters, ordering stationery and 
furniture. 8. He insists … delegating some of the tasks to junior employees. 
9. Do you always succeed … getting what you want? 10. She objected … 
booking transport and accommodation for the members of the team. 
11. Nobody can blame you … coming late to work. 12. I depend … finding 
an effective course to upgrade my communication skills.

Exercise 3. Complete the sentences about yourself using the prompts given. 

Remember to use gerunds after prepositions.

Model: I have learnt the art of … — I have learnt  the art of making pre
sentations.

art of — искусство чего-либо
chance of/opportunity of — возможность
idea of — идея, мысль о чем-то
importance of — важность, роль
interest in — интерес в чем-то
means of — способ, средство
way of — способ, метод
purpose of — цель
plan for — план
reason for — причина
experience in — опыт, квалификация, практические знания
1. I like the idea of … 2. I take interest in … 3. I have never missed the 

opportunity of … 4. I have no experience in … 5. I usually try different ways 
of … 6. There is always a chance of … 7. Once I made a plan for … 8. I always looked for the best means of … . 9. We all must understand the importance of … 10. I don’t have any reason for… . 11. I have no intention of … . 
12. The purpose of … is upgrading managerial skills. 13. I always jump at 
the opportunity of … . 14. To accomplish my goals I use all means of … . 
15. Don’t ignore the importance of… 16. We must make your plan for … a 
reality. 17. What’s wrong with my idea of … ? 18. I have always been looking 
for different new ways of … .

Exercise 4. Learn the following phrases with prepositions. Complete the 

sentences choosing the relevant variants from the ones given in 
brackets.

be no use — не иметь смысла 
be busy — быть занятым
be capable of — быть способным на что-то
be keen on — сильно желать чего-то
be fond of — любить что-то