| Competencias do título |
| Código | Competencias da titulación |
| Resultados de aprendizaxe | |||
| Competencias de materia (Resultados de aprendizaxe) | Competencias da titulación | ||
| Contidos |
| Temas | Subtemas |
| Unit 1. Letters, faxes, and emails. | 1.1. Business letters: layout and parts 1.2. Faxes 1.3. Emails |
| Unit 2. Content and style. | 2.1. Length 2.2. Order and sequence 2.3. Planning 2.4. Clarity and accuracy |
| Unit 3. Enquiries. | 3.1. Opening 3.1.2. Asking for catalgues, price lists, details, samples, patterns or demonstrations 3.1.3. Suggesting terms, methods of payment, discounts 3.1.4. Asking for goods on approval; Asking for an estimate 3.1.5. Closing 3.1.6. Examples 3.2. Phone enquiries |
| Unit 4. Replies and quotations. | 4.1. Replying to enquiries 4.1.1.Opening 4.1.2. Confirming that you can help 4.1.3. 'Selling' your product 4.1.4. Suggesting alternatives 4.1.5. Referring the customer to another place 4.1.6. Sending catalogues, prices lists, and samples 4.1.7. Arranging demonstrations and visits 4.1.8. Closing 4.2. Giving quotations 4.2.1. Prices 4.2.2. Transport and insurance costs 4.2.3. Discounts 4.2.4. Methods of payment and Quoting delivery date 4.2.5. Fixed terms and negotiable terms 4.2.6. Giving an estimate 4.2.7. Examples 4.3. Answering phone enquries |
| Unit 5. Orders | 5.1. Placing an order 5.1.1. Opening 5.1.2. Payment and discounts 5.1.3. Delivery and methods of delivery 5.1.4. Packing 5.1.5. Closing 5.2. Acknowledging an order. Examples 5.3. Advice of despatch. Examples 5.4. Delays in deilvery 5.5. Refusing an order 5.5.1. Out of stock 5.5.2. Bad reputation 5.5.3. Unfavourable terms 5.5.4. Size |
| Unit 6. Complaints and adjustments | 6.1. Unjustified complaints 6.2. Making general complaints 6.2.1. Opening 6.2.2. The language of complaints 6.2.3. Explaining the problem 6.2.4. Suggesting the solution 6.3. Replying to letters of complaint 6.3.1. Opening 6.3.2. Asking for time to investigate the complaint 6.3.3. Explaining the mistake 6.3.4. Solving the problem 6.3.5. Rejecting a complaint 6.3.6. Closing 6.3.7. Examples 6.4. Accounting errors and adjustments 6.4.1. Debit notes 6.5. Phone complaints and adjustments 6.4.2. Credit notes 6.4.3. Examples |
| Planificación | |||
| Metodoloxías / probas | Horas presenciais | Horas non presenciais / traballo autónomo | Horas totais |
| Actividades iniciais | 3 | 6 | 9 |
| Aprendizaxe colaborativa | 3 | 9 | 12 |
| Estudo de casos | 10 | 8 | 18 |
| Obradoiro | 10 | 10 | 20 |
| Solución de problemas | 5 | 5 | 10 |
| Glosario | 2 | 6 | 8 |
| Proba mixta | 2 | 20 | 22 |
| Atención personalizada | 1 | 0 | 1 |
| *Os datos que aparecen na táboa de planificación son de carácter orientativo, considerando a heteroxeneidade do alumnado | |||
| Metodoloxías |
| Metodoloxías | Descrición |
| Actividades iniciais | Introduction to business correspondence and telephone skills. Formal correspondence vs informal correspondence. Written vs spoken communication. |
| Aprendizaxe colaborativa | Students are expected to do pair work as part of class activities. |
| Estudo de casos | Case study is used when learning about the differents types of letters. |
| Obradoiro | Students will learn to choose the most appropriate way to communicate depending on the different situations. |
| Solución de problemas | Students engage in problem solving when dealing with different business situations. |
| Glosario | Students are guided and encouraged to keep a glossary of new words as a learning tool. |
| Proba mixta | The final exam includes different sections covering vocabulary, business letter layout, business letter and email message comprehension. |
| Atención personalizada |
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| Avaliación | ||
| Metodoloxías | Descrición | Cualificación |
| Proba mixta | Other sections in the final exam include: business correspondence vocabulary email reading comprehension business letter drafting and layout |
50 |
| Estudo de casos | As part of the final exam, students are presented with a communication case that they have to solve. | 50 |
| Observacións avaliación | ||
| Fontes de información |
| Bibliografía básica |
(). .
Ashley, A. (2003). A Handbook of Comercial Correspondence. Oxford University Press
Ashley, A. (2003). A Handbook of Commercial Correspondence. Oxford University Press
Alcaraz Varó, Enrique (1997). Diccionario de términos económicso, financieros y comerciales. Ariel
Emmerson, Paul (2004). Email English. Macmillan
Mackenzie, Ian (2002). English for Business Studies. Cambrigde University Press
Murphy, Raymond (2004). English Grammar in Use. Cambridge University Press
Alexander, L. G. (1990). Longman English Grammar Practice. Longman |
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| Bibliografía complementaria | |
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| Recomendacións | |
| Materias que se recomenda ter cursado previamente |
| Materias que se recomenda cursar simultaneamente |
| Materias que continúan o temario | |
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| Observacións | |