АЛМАТИНСКИЙ ИНСТИТУТ ЭНЕРГЕТИКИ И СВЯЗИ
Кафедра иностранных языков
Английский язык
Методические указания по развитию
умений информативного общения и деловой переписки
Алматы 2006
СОСТАВИТЕЛЬ: А.К.Садыкова. Английский язык.
Методические указания по развитию умений информативного
общения и деловой переписки. –
Алматы:
АИЭС, 2006. - 41с.
Методические указания предназначены для студентов второго курса, изучающих курс "Деловое общение". Цель методического указания - обучить основам делового информативного общения в устной и письменной формах. Тексты и диалоги, включенные в методические указания, даются со словарными пояснениями и несложными упражнениями. Кроме этого, в методическом указании широко представлены фразы и предложения для устного общения, подобранные по
практическим целям общения, например: извинения, согласия, несогласия, просьбы и т.д. Методические указания могут использоваться и для
самостоятельного изучения делового английского языка, а также подготовки к экзамену.
Рецензент: ст. препод. кафедры ИЯ Острикова Н.М.
Печатается по плану издания
Алматинского института энергетики и связи на 2006 г.
© Алматинский институт энергетики и связи, 2006 г.
Unit 1. Applying for a job
Vocabulary:
application – заявление, заявка
advertisement
– реклама
area – территория
classifieds – объявления
curriculum
vitae (CV ) – жизнеописание, биография
driver’s license – водительские права
to graduate from a university – закончить университет/институт
job – работа, место работы
promising – перспективный, многообещающий
reliability – надежность
responsibility – ответственность, обязанность
skillful – умелый, искусный, опытный
wage (salary) – зарплата
charge – общее название оплаты проделанной работы
labour
contract (agreement) – трудовое соглашение
experimental
period ( term of probation) - испытательный срок
supervisor (superior) – начальник
Resume (резюме) - письменная сводка Ваших личных и образовательных
данных. Резюме должно быть достаточно подробным, но и кратким (не превышать
одной страницы) и иметь товарный вид, поскольку представляет "товар",
предлагаемый будущему работодателю.
Curriculum vitae (CV –
жизнеописание) предназначено для
кандидатов на высокие должности или для работы за границей. CV должно содержать детальную информацию (фотографию,
личные и паспортные данные, адрес и телефон, образование, квалификацию и
т.д.). Объем CV составляет 6-8 страниц.
Exercise 1. There are many abbreviations in the
advertisement and resumes. Write down the words for which these abbreviations
stand.
Sun. ______________ L.A. ______________ U.S.A. ___________
Mar. ______________ U.C.L.A. __________ U.K. _____________
SF _______________ B.S. ______________ E.U. _____________
CA _______________ Calif. _____________ U.N. _____________
Exercise 2. Match
the British and American equivalents and translate them into Russian:
curriculum vitae (CV) counselor
holiday resume
counsellor traveler
driving licence center
traveller driver’s license
centre vacation
Exercise 3. Insert
correct articles where necessary; read and translate the sentences.
Anna said she had …
good trip.
She came to Almaty
on … early flight that morning.
She travels … lot.
Many young people like travelling.
She is … sales
representative for … book publisher.
She got her
Bachelor’s degree from … University of Chicago.
Marat did his
Master’s degree at … University of
Moscow.
Nurlan got his
degree of Bachelor of Science at …
college in Los Angeles.
He went to …
college for four years. Before that he went to… school.
We do not know
exactly how long Anna went to … University.
Grammar analysis: Infinitive
Forms:
Active Passive
Indefinite: to present to
be presented
Continuous: to be presenting –
Perfect: to have presented to
have been presented
Perfect
Continuous: to have been presenting –
Some verbs are followed by a to-infinitive, and some by an
ing-form:
verb + to-infinitive verb +
ing-form
John decided to have a party. John
suggested having a party.
Decide takes a to-infinitive. Suggest takes an
ing-form.
A few verbs take either a to-infinitive or an ing-form:
Anna started to read/started reading this book.
1. These verbs are followed by
a to-infinitive: ask, appear, agree, aim,
arrange, beg, can’t wait, can’t afford, claim, choose, desire, demand, decide,
expect, fail, happen, help, hope, manage, offer, plan, prepare, pretend,
promise, prove, refuse, seem, tend, turn out, undertake, want, wish etc.
2. These verbs are followed by
an ing-form: avoid, admit, can’t face,
can’t help, can’t resist, can’t stand, carry on, consider, delay, deny,
dislike, enjoy, excuse, finish, give up, imagine, involve, keep on, mention,
mind, practise, risk, save, suggest, tolerate etc.
3. These verbs can take either
a to-infinitive or a ing-form depending on their meaning: begin, bother, continue, intend, forget, go on, mean, need, propose, remember,
regret, start, stop, try
Exercise 4. Open
the brackets using the Infinitives in the right tenses and translate the
sentences.
San Francisco Chronicle (to publish) this ad a few years ago.
A software company
(to need) to employ a sales representative.
The company (to work) throughout a big area along the Pacific Ocean coast.
The company (to want) to have a sales representative
who (to know) foreign languages.
The company (to want) candidates to send their
resumes to Business Computers Magazine.
The advertisement (to state) the address of the Magazine.
Exercise 5. Tick þ the items you would state in
your CV. Write your own CV.
_____The title and
reference number of the job you wish to have
_____Your surname,
first name, address and telephone
number
_____Your date of
birth
_____Your marital
status
_____Your hobbies
and leisure interests
_____The sports
you play
_____The name and
address of present and last employer
_____Details of all
the jobs you have had
_____Details of
your achievements and responsibilities in your working carrier
_____The languages
you speak or write
_____Details of the
examinations you passed at a secondary school
_____Details of the
examinations you had at a higher school
_____Details of the
professional diplomas or degree you have
_____Details of
training courses you have attended
_____Your
suitability for the job advertised
_____Your reasons
for applying for this job
_____When you are
available for the interview
_____Your current
or last salary
_____The names and
addresses of two referees
Exercise 6. Open
the brackets using the verbs in Present Continuous. Translate the sentences.
Asel wants to work in Spain. So she (to learn) Spanish.
Angela started
evening classes last week. She (to learn)
German.
My friend (to study) English in a language school.
Askar (to study) mathematics.
I (to read) a very interesting book in English now.
Listen! She (to sing) her latest song. It’s a great
hit of hers!
Have a look! How
wonderful this ballet dancer is! What part she (to dance)?
Exercise
7. Read and translate the letter.
Dear Ms. Omarova
Thank you for your application of June
20 for the post of Personal Assistant to Mrs. Helen Smirnova, our Sales
Manager. Mrs. Smirnova has asked me to write to you inviting you for an
interview at 18.00 on Thursday July 12. Please come to the reception on the
ground floor at our address and ask for me, and I will meet you.
Please bring with you any certificates,
diplomas, or references that you have. Meanwhile would you phone me (tel.: ...)
to confirm that you will be able to attend the interview.
Your
sincerely, ...
Exercise 8. Sometimes interviewers give candidates
a hard time by their questions. Write your answers to the questions of this
kind.
Tell me about
yourself.
What do you think
your strengths and weaknesses are?
Describe your
present job.
What has been your
most valuable experience?
Why do you want to
leave your present work?
How would you
describe your personality?
Don’t you think you
are a little young/old for this job?
We have a lot of
applicants for this job, why should we appoint you?
Reading:
Mukanov Nurlan’s interview
Interviewer: Come in. Mr. Mukanov,
isn’t it? Please, have a seat.
Marat: Thank you.
Int: Did you have a good trip?
M: Yes, thanks. I came up from
London yesterday.
Int: And did you find nice
hotel?
M: No. I am at my parents’
place in Almaty.
Int: Oh, that’s right; you’re
from this area, aren’t you?
M: Yes. I was born and raised in
Almaty.
Int: When did you leave Almaty?
M: I went to college in London.
That was in 1998.
Int: So, where are you presently
working?
M: ELTS Computers in London.
Int: Why do you want to change jobs now? Do you want to live closer to
your parents?
M: That’s not the reason why I want this
job. But yes, I’d like to live in this
area again, also I’d like
to do some traveling. I want to use my languages, and I want a
better job.
Int: Well, thank you, Mr. Mukanov. We’ll be in
touch.
Exercise 9. Read
and complete dialogues.
– How is your new
job?
– Not so good at the moment. I
am not enjoying it very much.
– …
– What are you
doing now?
– I’m having a coffee. And
what about you?
– …
– I wonder where
Maral is.
– She is having a lunch. She
may come in a few minutes
– …
– Is your English
getting better?
– I think so. …
(at a party)
– Hello, Jane. Are you enjoying the party?
– …
Construction: to be going to do smth
I’m going to see this film next week.
Я собираюсь посмотреть этот фильм на следующей неделе.
Look at the time!
You
are going to be late.
Посмотри на часы! Вы можете опоздать
Exercise 10. Underline the
infinitives, read and translate these sentences.
I’m going to keep
studying English until my English is perfect.
I’m not going to
come to this class ever again.
Peter was going to
do the examination but he changed his mind.
Are you going to
look for a job while you are here?
I have seen this
job ad but I’m not going to apply for it.
Exercise 11. Write
a few sentences about yourself, stating what you have arranged to do at this
time.
I’m
going out this evening.
tomorrow morning next autumn
tomorrow
evening next winter
next Sunday next New Year Day
next holiday (another day or
time)
Exercise 12. Read
and complete the dialogues.
– Where was he living this
time last year?
– In …
– Yesterday Mrs. Smirnova
interviewed Askar. The interview began at 10 and finished at 11. So she was
interviewing him at 10.30. And what were you doing?
– I …
– Do you remember what the
weather was like that day?
– I remember that when I got up at 7 o’clock …
– The weather was nasty that
day. It rained all day long.
– You aren’t quite right. When I returned home
at 7 …
Exercise 13. Complete the resume according to these
positions.
Name:
Marat Omarov
Address: 103
Dostyk St., Almaty
Telephone number: (3272)
91-65-44
Date of birth:
12.13.87
Place of birth:
Almaty
Education:
Work experience:
Language Spoken:
Other information:
Unit 2. Companies
Vocabulary:
company, corporation – фирма
production –
производство, изготовление, продукция
department – отдел, отделение
sales – сбыт
export – экспорт
turnover – оборот
subsidiary company – дочерняя фирма (синонимы: affiliate)
branch – филиал, отделение
business proposal – деловое предложение
contact – контакт, связь
to join – соединять, присоединяться
enterprise – предприятие
share – акция, доля
charity – благотворительность
board of directors – совет директоров
executive – руководитель
counsel – совет, советник
Exercise 1. Study
the different types of business organizations.
There are many types of business organization, and the
different terms can be confusing. The right-hand column contains short
descriptions of each type.
company
(UK) organization
operating to make profit
corporation
(US)
society friendly
association of people; for example, a
sports society
enterprise new commercial
activity; for example: How is your
new enterprise?
Also in some company names; for example: Smiths Enterprises
limited company firm
where shareholders’ liability is limited
cooperative democratic firm owned by its
workers
multinational organization operating in
several countries
parent company company
which owns another
subsidiary (= affiliate) firm owned by a parent company
holding company firm,
usually without commercial activity, created to be parent
to other companies
public company company
whose shares are publicly available
private company company
whose shares are not publicly available
nationalized company company
owned by the state
government agency organization
which is part of the state administration
charity organization to
relieve poverty, advance religion or education,
etc; benefits from some financial concessions
offshore company firm
based in a tax haven to avoid higher taxation
minority interest company
in which another firm has less than a 50 per cent interest
operation general word for a
company, usually a small one, and
part of a large group. It also
means activity;
for example: our commercial operation
partnership two or more partners working
together for profit,
without limited liability
Exercise 2. In the above table the articles and
the verb to be are missing. Write a few similar sentences according to
the example.
Example: A company is an organization
operating to make profit.
Exercise 3. Read both columns. Then, cover the
left-hand column, and from the description try to name the type of organization
described.
Exercise
4. Underline the verbs in the Passive Voice. Read and translate the sentences.
This company was established
last year only.
The president was elected last
January.
As far as I know the first
contract was made in March.
I am sure the goods will be
shipped next week.
The equipment was installed a
month after the goods arrived.
This accident was caused by
careless handling of the machine.
Most probably the goods were
damaged in transit.
Exercise 5. Transform the sentences
into Passive.
Example: It is a big company. It
employs two hundred people.
Two
hundred people are employed here.
The company is not
independent. A much bigger other company owns it.
They will open a new branch at
the end of the month.
They will appoint a new
director of the department in the very near future.
He managed to make two
contracts at the beginning of the year.
The shipped the goods in three
equal lots.
The airport authorities
delayed all the flights because of thunderstorm.
Exercise 6. Say how these
words are formed.
vice-president international director corporation
vice-consul multinational president development
vice-captain reorganization officer responsible
Exercise 7. Study a diagram showing the structure
of a ‘mixed’ type of multinational company based in the US: some activities are
organized into domestic, regional and international divisions, others into
worldwide product divisions.
Who’s
responsible for business systems?
Exercise 8. Write the
sentences with the construction there
is/there are and the verb(s) in the Passive Voice.
Exercise 9. Translate into English.
В нашей компании нет отдела по связям с общественностью.
Все необходимые документы были переданы вчера в отдел маркетинга.
Вам можно будет позвонить?
Ответ будет подготовлен к завтрашнему дню.
Когда будет готова новая организационная схема фирмы?
Кто входит в совет директоров компании?
Reading:
The Joint Stock Company
The most important form of business organization in the UK
is the joint stock company. Basically, it consists of an association of people
who contribute towards a joint stock of capital for the purpose of carrying on
business with a view to profit. A company may be defined as a legal person
created to engage into contracts, and of employing labour in the same way as an
individual. There are two kinds of Joint Stock Company, the private company and
the public company.
In 1986 there were some 860 000 joint stock companies in the
UK, of which about 6000 were public companies. The public companies are much
larger units and account for about two-thirds of all the capital employed by
companies. In general, private companies are small firms, often consisting of
the members of one family. Both public and private companies must have at least
2 members. A public company must have a minimum allotted share capital of 50
000 pounds (sterling) of which at least one quarter has been paid up. A private
company must include the word ‘limited’ in its name while a public company must
include the word ‘public limited company’ at the end of its name although this
can be abbreviated to plc. The basic distinction between a private and public
company is that a public company can offer its shares and debentures for sale
to the general public. In the case of a private company it would be criminal
offence to ask the public to subscribe its shares. All companies must file
annually, with the Register of Companies, details of their turnover, profits,
assets, liabilities and other relevant financial information about their
structures and activities.
Exercise 10.
Translate the text into Russian.
Exercise 11. The
below diagram is called an organization
chart. It shows the chain of command in an organization:
Exercise 12. Make the statements about the chain of
command.
Example: The
Vice-President (Corporate development) is responsible to/reports to the President and Chief Executive
Officer.
The Vice-President
(Finance) ...
The President
(Automotive Operations) ...
The President and
Chief Executive Officer ...
The Senior
Vice-President (Corporate Staff) ...
The Chairman of the
Board ...
Exercise 13. Study these main abbreviations used in the
business correspondence.
A/C, a/c, acc. (account current) – текущий счет
adsd (addressed) – адресовано
adse (addressee) – адресат, получатель
ad (advertisement) – рекламное объявление (мн. число – ads)
app. (appendix) – приложение
Attn. (attention) – вниманию (кого-либо)
CEO (chief executive office) –
исполнительный директор
cf. (confer) – сравните
Co. (company) – компания
contr. (contract) – контракт
Corp. (corporation) – корпорация
cur. 1. (currency) – валюта; 2. (current) –
текущий
CV (curriculum vitae) – краткая биография
dd 1. (dated) – датированный; 2. (delivered) – доставленный
Dep., Dept. (department)
– 1. отдел; 2. министерство
doc. (document) –
документ (мн. число – docs)
enc., encl. (enclosed, enclosure) – вложенный, прилагаемый, вложение, приложение (к
письму и т.п.)
exc., excl. (except, excluding,
exception, exclusion) –
expn (expiration)
– истечение (срока)
FY (fiscal year) – финансовый год
H.Q., HQ, h.q. (headquarters) – главное управление
inc., incl. (including) – включая
Inc., inc. (incorporated) – зарегистрированный как юридическое лицо
(корпорация)
Ltd., ltd. (limited liability company) – с
ограниченной ответственностью
mdse (merchandise)
– товары
Plc, PLC (public limited company) – открытая акционерная компания с ограниченной
ответственностью
ref. (reference) – ссылка
VAT (value-added tax) – НДС
V.I.P., VIP (very important
person) – особо важное лицо
Exercise 14. Write a similar text about companies in
Kazakhstan. Read it as you were delivering a lecture on this topic: What sort of company is it?
Exercise 15. Read and complete the
dialogues.
– Excuse me; do you
know when this firm was established?
– If I’m not mistaken it was
established...
– The letter will
be translated tomorrow, won’t it?
– The secretary says it
will...
– The cases were
damaged when they were loaded on board the ship.
– Were they? I have not heard
anything about...
– Have a look at
the photographs. Where do you think they were taken?
– It seems they were taken...
Exercise 16. Imagine that you are
working for this medium-sized subsidiary of a UK parent company. Today a few
members of the Group Internal Audit team are visiting your firm. Write similar
answers to the auditors’ questions.
Example:
– I have a question about the
company’s sales budget.
– You’ll
have to see the Sales people about it.
Could you help me? It’s about
last year’s development costs.
I’d like to know exactly when
you delivered these goods.
Our Computer Audit team wants
to visit you soon. Who should we ask about it?
Do you have purchase contracts
with all your suppliers?
I’d like to discuss these
cash-flow forecasts. Who do you think could help me?
Unit 3 Telephoning
Vocabulary:
to speak to smb – говорить с кем-либо
to speak – разговаривать, говорить
to tell – разговаривать,
болтать
to say – сказать,
рассказывать, приказывать
to inform smb – информировать
кого-либо, сообщать кому-либо о чем-либо
to be in – быть на месте
to be out – выйти
to phone
– звонить (по телефону)
to ask – спрашивать, просить
to spell smth – говорить,
произносить по буквам
Exercise 1. Translate the British and American
equivalents into Russian.
British American
Dialing dialing
STD code area
code
(telephone) directory telephone/phone
book
Directory Enquiries Information
Ex-directory unlisted
personal call person-to-person
call
engaged busy
reserve/transferred charge
call collect call
not to be available to be
tied up
Exercise 2. Choose the British equivalents and
translate the sentences into Russian.
The line is (engaged, busy).
It is necessary to ring (Directory Enquiries, Information) then.
I’m afraid
Mr. Mukanov is (tied up, not available)
at the moment.
It is
sometimes very convenient to make (reserve
charge, collect) calls.
I don’t
know the (area, STD) code for this
town.
I usually
make all (person-to-person, personal)
calls from home.
Grammar analysis: Modal
verbs
can/could, may
Present Tenses
Can
I can meet you at 10. (возможность)
I can drive a car. (умение)
Can I speak to Mr. Stewart, please? (просьба)
Cannot
I cannot see you tomorrow. (невозможность)
He cannot speak English. (неумение)
They haven’t lived here for very long. (невероятность)
They cannot know many people.
Could
Could I speak to Mr. Ivanov, please? (очень вежливая просьба)
May
May I came in? (просьба дать разрешение)
He may come later. (предположение)
Past Tenses
Could
I could do it yesterday but I didn’t
want to. (упущенная возможность)
I could drive a car at
that time. (умение)
Could not
I could not come to your office
yesterday. (невозможность)
I could not drive a
car then. (неумение)
Exercise 3. Read the sentences and underline the
modal verbs. Translate the sentences into Russian.
Could I speak to the General
Manager, please?
Can you put me through to Ms
Bell, please?
Could you repeat the number,
please?
I’m afraid I can’t hear you
well enough.
I cannot telephone you
tomorrow, I’m afraid.
Can you give me your name,
please?
May I have the bill, please?
Exercise 4. Complete the
sentences using the following verbs.
Could I ... to
someone in the Marketing Department? to
tell
Could you ... Mr. Green to
call me back? to
speak
Could I ... a message for
Suzanne Butler? to
hold
Could you ... him I called? to
repeat
Could you ... the line, please? to ask
Could you ... the date,
please? to
leave
Grammar analysis: The imperative mood
Infinitive
without to Don’t + Infinitive without to
Hold the line, please? Don’t hang up the receiver, please?
Call back at three
o’clock, please. Don’t phone him now, please.
ü Note: Do not (do
smth) – выражает запрет
Exercise 5. Open the brackets using the verbs in
the Imperative Mood.
(to
read) his telephone number, please.
(to
hold) the line, please. Mr. Akhmetov is speaking on another line.
(to
hang on) for a moment. I’m putting you through.
I don’t think he is on the
phone now. (to page) him on.
I am sorry I don’t know their
number. (to look) it up in the
directory.
The line is very bad. (to speak) up, please.
I’m sorry the line isn’t very
good. (to spell) the name, please.
Exercise 6. Translate into English.
Пожалуйста, продиктуйте вашу фамилию по буквам.
Напишите,
пожалуйста, его номер телефона.
Где
он сейчас? Позвоните ему на пейджер.
Не
вешайте трубку. Г-н Муканов заканчивает разговор по другому телефону.
Простите,
повторите, пожалуйста, последнюю фразу.
Exercise 7. Make sentences using telephone
numbers, read them.
Example: 7 90 55 00 14
25
The
complete telephone number is seven nine oh double five double oh one four two
five.
8 56 74 519 273 03 783 736 979
8 3272 16 00 97 55 86 22
7 499 510 3449 6785
Exercise 8. Complete the
sentences using various telephone numbers. Read them.
This is ...
Is that ...?
Write down our new telephone
number. It is ...
Is your new telephone number
...?
You may have my mobile
telephone number. It is ...
I’m not sure I remember your
number. Is it ...?
Dialogue: A business telephone call
Marat: Is that the Journal of Commerce?
Operator: Yes, that’s right. Who’s calling, please?
Marat: Oh, Akhmetov is my name. I’d like to speak to Ms. Smirnova.
Operator: Sorry. Could you repeat your name, please?
Marat: Marat Akhmetov. A-K-H-M-E-T-O-V
Operator: Just a moment, please, Mr. Akhmetov. I am
putting you through to Ms. Smirnova.
Marat: Is that Ms. Smirnova now?
Exercise 9. Practise
the following phrases.
Apologizing Responses
I’m
sorry. I’m sorry.
I am
sorry. That’s quite all right.
Excuse
me, could you ...
Excuse
me, please. (when you want to pass someone)
Pardon?
(when
you want someone to repeat his words)
Have
you got ...? I’m afraid not.
Could
I speak to ...?
I’m afraid he’s out at the moment.
Exercise 10. Write down what
you would say when someone addresses you with these words.
Have you
got the time, please? I
am sorry I’m late.
Could
I speak to Mr. Akhmetov, please? I’m
sorry to disturb you.
Have
you got the tickets yet? Could
I speak to the manager?
Do
you know his telephone number? Is
he in?
Exercise 11. Translate
into English.
Извините,
где здесь телефон?
Извините,
вы не знаете, который сейчас час?
Простите,
где выход?
Могу
ли я поговорить с менеджером?
Простите,
можно пройти?
Извините,
подвиньтесь немного, пожалуйста.
Извините,
что вы сказали?
Простите,
вы не могли бы мне показать дорогу к банку?
Извините,
я ищу офис компании АЛСИ.
Вы
можете мне помочь? – Да конечно.
Exercise 12. Read these responses of operators and
say if the responses are identical.
Can I help you? Hello?
Certainly. What is the number
please? Number, please?
I’m sorry. Could you give me
that again? Just a moment ... I’m
sorry, what was
the
number you wanted?
Thank you. Hold the line;
please ... I have your call
on the line.
You are through now. Go ahead,
please.
Speaking: Improvise the
conversation using some of the following phrases:
Asking for the caller's name
Who is calling, please?
Who is that speaking, please?
Who is on the line, please?
Could/can/will/would you give me your name, please?
Asking the caller to wait
Hold the line, please.
Could you hold on a
minute/moment?
Just a moment, please.
One moment, please.
Sorry to keep/to have kept you waiting.
I'm putting you through.
The person called is not
available
I'm afraid/sorry... isn't available
isn't in the office
is on the
another line at the moment/now
is with
client
is at a conference
is at lunch
is
away today/ this week/for a few days
Asking for further actions Would
you like to call later?
Could you
call later?
Can I give him a message?
Can I take a message?
Asking for the number What's your extension/number, please?
Finishing the call Thank you for calling/phoning.
Goodbye/bye
Unit 4. Exchanging
information
Vocabulary:
acknowledgment – подтверждение, признание
attachment – приложение
correspondence – соответствие, переписка
discount –
скидка,
учет, дисконт
employment – занятость, занятие, служба
inquiry – запрос
invoice – счет
offer – предложения
order – заказ
receipt – расписка, квитанция
request – просьба
reference – рекомендация, ссылка, сноска
refusal – отказ
sample – образец
shipment – отгрузка, груз, партия
